Good morning, *My name is Leah , and my husband and I have been a T-Mobile customer sin...

GetHuman-leahsep's customer service issue with T-Mobile from September 2018

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The issue in GetHuman-leahsep's own words
Good morning, *My name is Leah , and my husband and I have been a T-Mobile customer since July ****. We switched over from sprint and in the beginning we were quite happy with our switch. Unfortunately that did go down hill and has continued to do so within the last few days. **Within the first few months of my husband and I having our iPhone *plus we both experienced failures. Starting with mine first, my battery was faulty and would die * hrs after being off the charger. After speaking with T-Mobile store my options were to either spend *** on a new battery or I could add jump onto my line, and pay to get a new phone. Desperate, I did so. *Shortly after that, my husbands phone started to fail as his hearing speaker at the top of his phone stopped working. The only way he is able to hear out of the phone is if he puts the phone call on “speaker” not to mention He’s having the same battery issues as mine does, and his works at ** percent capability. **Then T-Mobile came out with a military plan, and although we were having issues with our devices we were surprised and appreciative that you did that because we are a military family. But the issues didn’t stop there. Our network coverage has been terrible, even living in a big city we are lucky if we get * bars. My iPhone X was a manufacturer default so I went to Apple, got it swapped and shortly after got emails stating my jump insurance is now done because I did so. My current X is still acting up. **After bringing this to Johns attention, and many many other T-Mobile customer service reps attention, John forwarded me to his “team”. His team’s resolution was either my husband and I pay around *** in down-payments for both of us to get the phones we deserve, or that they would surely send my husband a replacement iPhone * Plus. *They made it extremely clear that if we switched to AT&T that it would not matter, and at the end of the day the dollar bill matters so much more than the customer. *Desperate for some sort of solution last night feeling defeated, I agreed to upgrade my device but to bill the down-payment to our account. This morning I cancelled that because it’s not something that benefits US. It benefits T-Mobile because you all still get your money. Now please understand We were not at all requesting free phones, but we were asking for the “super well qualified” offer of zero down, so we could continue to pay ** dollars a month for each device, but have devices that had access to amazing coverage. We were denied that numerous of times, and I was made very clear it was because of our “poor credit”. I find that extremely rude, as our credit is poor because I have had to take out credit cards, and max them out right away when my husband has been away for a long period of time during military orders and he hadn’t got paid yet. But instead of understanding, we were shamed. **Switching from sprint to T-Mobile I really had high expectations. We were told that the customer comes first. I may of had crappy network service with sprint, that I currently have the same with T-Mobile but we were for sure treated so much better as customers. I’ve never been so appalled by a company before in my life. The customer and their frustrations, disappointments and happiness truly does not matter, the dollar bill does. ***Thank you very much, *Leah

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Customer service issue
Reported by GetHuman-leahsep
Sep 14th, 2018 - 4 years ago
Seen by 21 customers so far
Similar issue to 2373 others
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GetHuman-leahsep started working on this issue
Sep 14th, 2018 3:59pm
GetHuman-leahsep indicated the issue is not fixed yet.
Sep 15th, 2018 4:06pm

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