I would like to be directed to where I can place a formal complaint.
Over the last year I have been a T-Mobile customer and have been paying month-to-month. During that time I have never been able to successfully use My TMobile Online (I can log on, but get the page error below when I click on any and every link on the site. I have checked every month for the last year with the same result). I call tech support nearly every time and the same process plays out - they walk me through about 5-10 troubleshooting steps including logging out, checking wi-fi status, clearing my cache, using other browsers, etc. and when those don't work they inform me that the site is down for maintenance. The few times I've been elevated to higher level tech support has also been unproductive.
So in order to pay my bill, I have called and used the automated phone system each month. But the automated phone system doesn't tell me exactly how much I owe for the billing cycle, it only gives me the option to add some arbitrary amount to my account.
This month, I finally decided to set up auto-pay over the phone since I couldn't do it through My TMobile Online. The phone representative walked me through the automated system, which after two attempts didn't work successfully. So the rep then took down my credit card info and assured me that, after the phone call, they would get my monthly payment taken care of as well as set up autopay. Apparently, they didn't follow through on this because the next day, I received a text informing me that my plan was inactive and service was disconnected due to not paying my bill.
At this point, I called again (from Skype since my service was deactivated) and was told by a new representative that I should first make a payment to reactivate my account and then they could troubleshoot the My T-Mobile Online issues. I asked if I could receive a refund in case they weren't able to resolve the issue with My T-Mobile Online. I was told yes, I could receive a refund if needed.
After speaking with 4 different technical support representatives regarding My T-Mobile Online, not only were they unable to resolve my issue, but at various moments I felt like I was being lied to regarding the status of the site in order for them to cop out of the troubleshooting process. Since this has been a persistent issue with T-Mobile, I decided to finally cancel my account and get refunded the payment that the prior representative told me I would receive. So after another 45 minutes speaking with Payment reps and a Payment Supervisor, I was now being told It was not possible to be refunded.
I have never ended an account of any kind due to poor customer service, but this experience has left me highly frustrated and dissatisfied. Even though I have a month of service remaining (that apparently cannot be refunded), I plan on canceling my T-Mobile account immediately to avoid wasting any more of my time with their non-functional tools and unhelpful representatives.
Message was edited by: tmo_amanda to remove image with phone number