I'm logging in using the account for my T-Mobile tablet free 100 MB account because T-Mobile has locked me out of my account for many months because your system tells me I'm unauthorized to access my own account and many other customers on this new software are supposedly experience the same. @tmobile - While I am actually employed at a well recognized organization, please let me know to whom (specifically) to send my resume as I'm very seriously ready to go back to work in the telecom industry help fellow customers at what I thought was a Tier 1 mobile network operator that has become an embarrassing experience. You used to be my favorite carrier before it became manifestly clear you need substantial assistance from someone who values results and can improve customer acquisition and retention before the proposed merger.
Problem #1) I cannot login to my account as I'm told that I'm not authorized to access my own account.
Since my account was reset up on prepaid many months ago (long time prepaid customer, went to postpaid and back to prepaid) I receive a "you are not authorized to access this account" error message (or the like) after I can successfully login. I'm told that my account must be deleted and reset up, only to get the same result. After time my password doesn't work. I try to reset my password using the PIN I have confirmed is correct with support and I'm told that my account must be deleted and reset up - yet again. They need to send me a new PIN because the existing one isn't recognized. I use the new PIN sent to set a new password, login, and hit the same not authorized to access the account. When that fails, then the representative (located in a call center outside the US) explains that the accounts on the new software for T-Mobile Rebellion accounts which result in this failure, it's a known issue, their technicians are aware, they are "working on it" etc. - we're talking many months to login to a customer account and how is this considered acceptable even in the lowest of tiers?
Problem #2) The T-Mobile phone I purchased which is eligible for unlock will not unlock using the app and escalation, whitelisting doesn't work, rinse, wash, repeat
I purchased a phone that has been confirmed numerous times is eligible to be unlocked but each time I use the app, I'm told it's not eligible - neither the permanent unlock nor the temporary which is supposed to be automatic for 30 days. Multiple calls to support for hours (perhaps over a dozen by now) yield no success. Each time I'm told "thanks for your patience, we're going to re-escalate, whitelist" etc. I've gone through this process for what is nearing a dozen times, each time being told either something was wrong with the request or they are re-escalating, re-whitelisting, re-whatevering because the half-dozen or more earlier attempts didn't work. And then there are the promises of call backs from follow up which never happen.
Buying a new phone for travel was obviously better than dealing with this fiasco. If I was paid minimum wage, at this point T-Mobile would probably owe me a year's worth of service just for the time I've spent on hold with support. So this whole "we apologize for the inconvenience" reply simply falls on deaf ears by now.
So... thank you for reading. Let me know what can be done about:
- Problem #1, locked out of my account (I'm about to port my number so be quick)
- Problem #2, can't unlock the phone (I've bought a new one for travel since time = money but I'm still very interested to hear about a solution)
- Where and to whom I can send my resume so I can help you help an overwhelming number of T-Mobile customers and improve service
PS - The irony. I typed this while being connected to T-Mobile support trying to fix this before my service ends for the month. And I was disconnected after the operator said she was finally able to access my account after initially having problems, wondering whether I was with a service partner. If I had a dollar or a peso for every time I heard an apology for the inconvenience...