T-Mobile Customer Service Issues

To the Human Resources Department, An employee was unfairly targeted for racial profiling on 162nd Ave. in Northeast Portland, Oregon. Merrel Teresa Patterson, a senior at PSU, received a warning from her supervisor regarding a supposed social media complaint about T-Mobile. Threatened with termination for any future incidents, the supervisor claimed to have received a picture from Merrel's prior employer at your N. East Columbia Blvd. location in Portland. However, Merrel does not actively use social media. I advised her to request evidence of the accusation. Subsequently, the supervisor produced a photo of a different woman with only skin color in common with Merrel. The other person had distinguishing features like a nose ring, braided hair, and a forearm tattoo, none of which Merrel has. She intends to obtain a copy of her employee file and request a transfer to another branch. Dealing with racially charged workplace conflicts is distressing for the employee. I trust this matter will be addressed professionally. Thank you, Jamilah Springer (Personal Manager) [redacted] Merrel Teresa Patterson [redacted]

I encountered issues with my iPhone affecting call audio. Upon visiting T-Mobile, they advised filing a warranty claim. After a 3-week wait, I received a refurbished phone, but the problem recurred after a week. Returning to T-Mobile, they directed me to Apple, claiming defectiveness. Apple cited T-Mobile as responsible for replacement. Back at T-Mobile, another warranty claim was required for a replacement refurbished phone. The situation is unacceptable! I’ve endured over 2 months without a functional phone, facing resistance and redirection between T-Mobile and Apple. Told the model I have is discontinued, I’m now asked to pay for an upgrade for a phone that was faulty from the start. In a frustrating experience, a T-Mobile representative named Jeff was unhelpful and unprofessional, refusing to transfer me to a manager after a lengthy call with no resolution. Considering leaving T-Mobile due to ongoing issues and lack of assistance.

Date: October 29, [redacted] T-Mobile [redacted] SE 38th Street Bellevue, WA [redacted] Attn: General Counsel Re: [redacted] Dear Sir/Madam, I am writing to express my dissatisfaction with the service I received at your Prescott Valley, AZ store. Despite my efforts to switch from Verizon to T-Mobile, I encountered numerous issues. The lack of service and unhelpful staff led to a frustrating experience. Upon contacting customer service, I was met with more hurdles and was informed to bring in the phone for a new sim card, which seemed impractical. I believe T-Mobile’s handling of the situation has been disrespectful and unprofessional. I am requesting a full refund within two weeks; otherwise, I will seek resolution through other means. The treatment received could potentially be viewed as elder abuse, and compensation for the wasted time is also expected. Sincerely, Arthur L. Finn

Dear T-Mobile Customer Relations, I am writing to dispute a billing error in the amount of [$[redacted].73] on my account. I have been a loyal customer for 3 1/2 years, paying an average of $[redacted] per month. In July [redacted], I made an insurance claim and missed the 90-day deadline to return the damaged phone due to travel. Despite sending it back late, I was still charged the full amount of $[redacted], causing me additional fees. Assurant Insurance confirmed receiving the phone within the grace period, but T-Mobile claims otherwise. I kindly request a one-time courtesy full refund of the $[redacted] error. The financial impact is significant for my family due to our fixed income. I hope T-Mobile can understand my situation and correct this error promptly. Enclosed are supporting documents for your review. Sincerely, [Initials]

I recently had to close my account with T-Mobile last week due to continuous roaming issues in my area, as discovered by T-Mobile staff. I am unhappy about potentially being charged termination fees. Additionally, I would like to return equipment that I can no longer utilize and do not wish to be charged for. This situation is unacceptable to me, and I hope to resolve it promptly without incurring unnecessary charges.

I have been a loyal T-Mobile customer for approximately five years. After paying off my 6 Plus, I upgraded to a 7 and added an Apple Watch. Unfortunately, the home button on my 7 stopped working. When I couldn't immediately afford the $[redacted] insurance deductible, I canceled the 7 line to avoid paying for a broken phone. However, I later learned that by doing so, I lost my insurance coverage. While one agent suggested transferring the line to my tablet to maintain coverage, it wasn't properly resolved during a lengthy, two-hour call on October 30. Despite receiving a $[redacted] credit, I feel it does not compensate for the misinformation I was given leading me to incur additional expenses. Additionally, I was assured my Apple Watch line was suspended after settling my bill, yet this was not implemented for over a month. This experience has left me greatly disappointed as I have never encountered such disregard from a company I have trusted for so long.

The issue revolves around an LGBTQ Community Center, The Pacific Center, in Berkeley, California, being restricted by young adult filter settings. This situation is viewed as homophobic and unjust, as the LGBTQIA2 community is not inappropriate. It is essential for young LGBTQ individuals to have access to crucial resources, making the blockage of such a center in the East Bay discriminatory and risky for the well-being of youth and the LGBTQ community in general. It is imperative to remove all LGBTQIA2 resources from the restricted list to ensure the safety and support of these vulnerable groups, who face higher rates of mental health challenges and suicide risks. This matter is urgent and demands immediate attention to protect the lives of young LGBTQ individuals.

Good morning, I have communicated my issue 4 times to [redacted] with no success. I am referring to a winter cycling outfit I received, which was supposed to have a gel pad but instead has a sponge one. I have also sent 3 photos as evidence. I request a refund. Another issue I have is with orders that I made but never received. Customers should not be burdened with the responsibility of staying silent and not claiming a refund. I have never taken advantage of the Paypal warranty for low-value items. I hope for a quick resolution. Regards, M. Martelli +39 [redacted].

On 10/19/[redacted], I reactivated my account and expected immediate adjustments such as the IEP plan to accurately reflect the amount owed. However, on 10/31/[redacted], I received texts indicating I owed over $[redacted] without the adjustments being done. Now, I am getting messages for a different amount I do not owe, as my actual amount owed is $66, yet I was asked to pay $[redacted] as a payment arrangement. When questioning the representatives, they were not willing to clarify the $[redacted] amount or how it was set up as a payment arrangement without my knowledge or consent. Despite trying to resolve this over the phone, the representatives were uncooperative, to the point of hanging up on me. Additionally, they are refusing to set up a payment arrangement for the correct amount of $66 due to a mistaken arrangement made by a T-Mobile representative. As a result, my outgoing text messaging service has been disabled.

I called to change my phone plan. The representative at first identified as working in the Postpaid department. When I mentioned changing to the $40 Prepaid plan with unlimited data, I was put on hold to transfer to the Prepaid department, but was informed the wait time was 4 hours. I requested to speak with a manager or Loyalty department for retention, and the representative claimed to also be part of the Loyalty team. When I asked if I could make the change in-store, I was told I needed to speak to Prepaid. The representative said nothing could be done and took my number for a callback after 4 hours. I asked for a case or reference number, but was told none was available. This experience was extremely disappointing, and I feel frustrated with the lack of help from a supposed retention department representative.

I contacted customer service to change my phone plan. The representative initially identified as being in the Postpaid department. When I requested to switch to the Prepaid plan advertised at $40 with unlimited data, they transferred me to the Prepaid department, mentioning a 4-hour wait time. I asked to escalate to a manager or Loyalty department and was told the same person I was speaking to was also in Loyalty. Upon inquiring about changing my plan in-store, I was advised to contact the PrePaid department. The representative eventually took my number for a callback in 4 hours but refused to provide a reference number. The experience was disappointing, and I felt the service provided was subpar for a customer seeking to stay with the company.

I contacted the customer service to switch my phone plan to the advertised $40 Prepaid plan with unlimited data. The representative, supposedly from the Postpaid department, transferred me to the Prepaid department which had a 4-hour hold time. When I asked to speak to a manager or the Loyalty department for retention, the same representative claimed to also be from the Loyalty team. She said I couldn't make the change in-store and took my number for a call back in 4 hours. I requested a case or reference number, but she said there wasn't one. This was a frustrating experience that left me disappointed with the lack of service and the mishandling of a simple request.

I am experiencing difficulties with my new Alcatel Revv device. I brought it to the store where I bought it on October 18th because it would not charge. Even after a technician looked at it for over two hours, the phone still does not work. I paid for the phone and two months of service, but I have not had any service since. The management at the California and Real location informed me that the phone is not worth it and refused to help. I am highly disappointed with the customer service I received. I believe the phone should be replaced at no cost, and I should either get a refund for the unused service or transfer it to another phone of my choice. I feel misled and mistreated by the employees at this store, and I am left without phone service, only able to message over Wi-Fi. Please contact me, Candis M. Graber, at [redacted] regarding this issue. If it is not resolved by 6pm on 11/06/[redacted], I will need to escalate this matter publicly. Thank you.

I am dissatisfied with the customer service I have received from T-Mobile. Despite numerous issues with my phone, I was only informed that it needed to be replaced after exhausting all options. I was not warned about a cracked screen, which is not the cause of the problem. I feel T-Mobile should have verified the condition of the phone before offering a replacement. Despite using a protective case, the phone cracked slightly. The ongoing issues with my phone have been frustrating, especially since others on my plan do not have the same problems. Despite promises, I am now being asked to pay an additional $[redacted] for the replacement. I am considering switching to a company with better customer service. I will return the phones and contact Samsung directly about the issues. I am concerned about transferring my data to the new phone and hope this matter can be resolved promptly. Thank you, M. H. [redacted]

I purchased two iPhone 8 units for my sons back in October. I shipped the phones back via UPS on October 10, [redacted], with tracking number IZ[redacted][redacted]. Despite TMobile's reputation for not acknowledging returned packages, I made sure to keep a record of my tracking number. I contacted TMobile multiple times in October to inquire about the return, only to be informed that it had not reached the warehouse. It took almost a month for them to confirm the receipt of the phones. Unfortunately, I am unable to order replacement phones until the refund is processed. To my dismay, I was informed on 11-6-18 that the refund would not be issued until December 12, [redacted]. This delay tactic is quite frustrating as I intended to use the refund to purchase two iPhone 8 Plus models. It is disappointing that TMobile requires customers to wait two months for a return refund. I kindly request that the refund be promptly credited to my account to allow for the purchase of replacement phones.

My Android phone is malfunctioning yet again. This is the third or fourth replacement device I have received. I am unable to make or receive calls, send emails, or messages. Frankly, in my opinion, these smartphones are overpriced and unreliable. I recently upgraded to the LG K 30, but I refuse to spend any more money on this. I must visit the T-Mobile store as my GPS is also not functioning, and I depend on it for navigation due to a medical condition. I am dissatisfied and will be returning this latest phone for a refund.

I experienced an issue with my iPhone 7 regarding battery power drain, prompting me to contact T-Mobile for assistance. Initially, a customer service representative advised me that my device was covered under warranty exchange and arranged for a pre-paid box to be sent for the phone's return. However, despite this assurance, I received a notification that my phone did not qualify for the warranty exchange due to alleged water damage, resulting in a $[redacted] charge on my bill. Upon reaching out to T-Mobile to address this discrepancy, I encountered unhelpful service from a representative named Bertram, who directed me to file a claim with UPS. Subsequent conversations with a representative named John and a supervisor request led nowhere, as they maintained the charge was valid. After persisting and speaking with another representative, Ebony acknowledged an oversight in applying insurance coverage, which lowered the bill to $[redacted]. Ebony supported my stance that the situation could have been avoided if I had been advised to have the phone inspected at a T-Mobile store before sending it in. I am adamant about not being held responsible for charges related to water damage that I did not cause and request the $[redacted] charge to also be removed.

I experienced battery issues with my iPhone 7 and contacted T-Mobile. Initially, I was informed that the warranty could cover it, and a pre-paid box was sent for me to return the phone. After sending it back, I received a text indicating it was not covered under warranty. This led to a $[redacted] charge due to alleged water damage. Despite my reassurances that the phone was not exposed to water, various customer service representatives, including Jerel, Bertram, and John, insisted on the damage and advised me to contact UPS. Only after speaking with Ebony was a $[redacted] deduction applied for the forgotten insurance, leaving a remaining $[redacted] charge for the disputed water damage that none of the staff seem willing to believe is unfounded.

I encountered a problem with my iPhone 7 losing battery power. After contacting T-Mobile, a customer service representative assured me it was covered by warranty exchange. Upon sending the phone back, I received a text stating it wasn't covered due to water damage. Even though I assured them it hadn't been near water, I was charged $[redacted]. Despite speaking to several representatives named Jerel, Bertram, and John, I was only offered a partial reduction after further discussions with Ebony. Ebony mentioned I should have visited a T-Mobile store first, which I find unfair as it was not communicated to me earlier. I am still disputing the remaining $[redacted] charge and seeking a resolution to this situation.

About a month and a half ago, I requested a payment arrangement from Jackie at T-Mobile in Colorado. Initially, she refused, claiming I owed $12. After calling back and speaking to another representative who agreed to carry over the $12, Jackie proceeded to delete my account five times within two hours that day. Despite my attempts to set up a payment arrangement, she repeatedly deleted it. She even had the audacity to leave a voicemail stating that she deleted my account multiple times because I went around her. This caused me to lose my job recently, and I am extremely upset about the situation. I plan to voice my frustrations on social media because Jackie had no right to act this way when I explained it was an emergency situation. I was stranded on a mountain using an excavator and needed to stay in touch with my boss. I demand answers and either her termination or compensation for the next six months.