I called yesterday to report my phone lost (Phone A - ***-***-****). I was desperate...

GetHuman-timhill's complaint issue with T-Mobile from April 2018

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I called yesterday to report my phone lost (Phone A - ***-***-****). I was desperate, had no idea where to turn, and called you guys for help. The agent was kind and compassionate, and told me how I could go immediately to the nearest Tmobile store and get another - adding $** to my monthly bill. I had made this call from my daughter's phone (Phone B).**As soon as I got off Phone B, it no longer worked. I then spoke with my son who informed me that I could physically locate my phone (Phone A) through GPS tracking - a built-in service on the phone. I quickly did that from my computer. I was able to instantly locate my phone. Someone had found the phone and taken it home. I drove * miles to their address and they were thrilled to be able to return it to me.**My issues are these - and, I consider them each to be HUGE.***) Why would the support agent not be able to inform me of how I could quickly recover my phone. Why? This is a significant training issue.***) Why did she then think to remove my phone from the tmobile network? I didn't ask for this.***) She disabled the wrong phone from the network. She disabled Phone B and not Phone A. Had she disabled the correct phone, I would have never been able to find my phone - a brand new $*** phone, lost forever unnecessarily. **I am kind of shocked by this story, and very disappointed. I called you guys as my first line of defense at a moment of great need. You guys not only had no idea how to help, but you set about making my situation unnecessarily impossible to recover from. Thankfully the agent who helped me was as incompetent as she was and disabled the wrong phone.**Please make sure your support staff is keenly aware that lost phones can be tracked. This is a simple training issue that is easy to overcome. The first response cannot be that you are happy to sell a new phone and then go about removing the lost phone from your network. I don't think this was done maliciously, but it could appear that way. **Thank you for listening to my story.
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T-Mobile

complaint issue
Reported by GetHuman-timhill
Apr 30th, 2018 - 5 mons ago
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Items needed
Account holder name
Phone number on account
Billing address
Email address
Last 4 digits of SSN
Pin/Password on account
Timeline
GetHuman-timhill started working on this issue
Apr 30th 11:05am
GetHuman-timhill confirmed the issue is fixed. Hooray!
May 1st 9:48am