Having had my iPhone stolen, I decided to get a replacement phone and move my 4 line family plan to T-Mobile from another carrier. Over 5 days, I dealt with 7 agents, 2 of whom claimed to be in a supervisory position. Every person had a different story, none of them had any idea of what was going on despite the recordings that state calls are recorded.
The initial agent guaranteed 2 day delivery of my new phone, after 3 days I called. The so called customer service agent said the order did not ship because it was back ordered despite confirmation that the item was in stock. I asked to speak to a “supervisor “ who told me that it was in fact in stock but a glitch in their system prevented the order from shipping. I asked to be transferred to the “sales” team supe. This next “supervisor” proceeded to tell me that it was my bank who held up shipping due to fraud protection. When I told him that I was able to prove that the payment fully processed well before this so called glitch, I was placed on a lengthy hold. When he returned to the call, he miraculously agreed to expedite shipping and that I would have the decide in 2 days. This individual was incredibly curt and rude cutting me off in conversation several times and talking down to me. The very next day, this same individual called my wife’s phone (my only mode of communication at this time) and told her that the order did not ship again because the accessories were out of stock. I DID NOT ORDER ANY ACCESSORIES!!! When I called them
Back from my place of business, the agent insisted that I had ordered screen protectors a case and other accessories. I then cancelled the order entirely and am waiting for my refund which was promised for one day return. Well. That hasn’t happened yet either.
IMHO. The entirety of T-Mobile is not to be trusted. They are devoid of integrity, disrespectful, rude and have no regard for the consumer. They offer apologies but less than zero resolution.
