Trevor Young***** Nacy Lee Lane*Upper Marlboro, MD *******October **, ******T-Mobile Cu...

GetHuman1345462's customer service issue with T-Mobile from October 2018

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The issue in GetHuman1345462's own words
Trevor Young***** Nacy Lee Lane*Upper Marlboro, MD *******October **, ******T-Mobile Customer Relations*P.O. Box ******Albuquerque, NM *****-******Re: ***-***-******To whom it may concern,**I have been a loyal customer of T-Mobile for over ** years and have always received great service from your company. However my experience with T-Mobile customer service over the last few weeks has been so bad it prompted me to write this letter.**It started on September **th, **** when my wife and I decided to take advantage of the Buy-One-Get-One-Free offer and get a new phone for our son. We had a wonderful initial experience when we reached a very informed representative named KeVonia. She patiently walked us through the process and even shared with us that we qualified for an additional complimentary line. **We decided to order the Samsung Note * for the first line and get a Samsung Galaxy S* with the Buy-One-Get-One offer.**For the second line, which was complimentary, we decided to get an IPhone * which we planned on giving to our daughter.**KeVonia carefully guided us through the ordering process. We completed the order, ended the call and awaited all the documents that we needed to sign.**Later on that evening my wife and I realized that we did not take advantage of the Buy-One-Get-One-Free offer on the second line and so we decided to call back and make one simple change to the order. All we wanted to do was change the IPhone * order to a Buy-One-Get-One-Free offer. **This is where the problem started.**The representative who I spoke to stated that I could not make this simple change and needed to cancel the entire order I did with KeVonia.**The initial order was then cancelled and we started the process over again. **The representative also stated we need to complete the order for the Iphones first and after that we will be able to reorder the Samsungs. Halfway through the ordering process the representative stated that his system has gone down and the order could not be completed. At this time the representative promised to save all the information and call me back on September **th to complete the order.* *On September **th I did not receive the call back as promised so I decided to call again. This time I reached a representative by the name of Felicia, I explained to her what happened and she reassured me that she would resolved the issue, even sending a text message saying all my concerns will be addressed. **In the end Felicia did not resolve any of my issues. **She did not complete the order and told me to wait for a sim card to arrive and the new lines to be activated. She told me to she will be checking my account to see when the lines were activated and would give her a call back no later than October *nd.**I never received the sim cards nor received information on the lines that we were waiting to be activated. **And even more frustrating, I never received a call from her and when I called back I was first told that she was out to lunch and eventually told she was out sick.**I call back on October *th and again I was unable to reach Felicia. I was told she was out, even after being told a few days earlier that I would be able to reach her on that day.**I call back on October *th and spoke to a representative named Ely who was also unable to complete the order because he claimed that the system was down and told me to expect a call back later in the morning at *am. I patiently waited for this call and again I did not receive a call back. I did get a call later in the day and was told the system was still down and I should expect a call back from the supervisor at *pm. Again I patiently waited, and again I never received a phone call.**I called customer service a few times after but it became quite clear that these calls were pointless when the all the representative I spoke to started asking for details that should have been in the notes. **As mentioned in the opening of this letter, I have appreciated the professional service by T-Mobile over these many years and I am very surprised and disappointed by this experience. I do hope you look into the matter and review my recorded conversations to ensure this incident is not repeated.**I look forward to some type of resolution of this issue.**Sincerely,*Trevor Young*(***) ***-****

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Customer service issue
Reported by GetHuman1345462
Oct 15th, 2018 - 4 years ago
Not resolved
Seen by 60 customers so far
Similar issue to 3094 others
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GetHuman1345462 started working on this issue
Oct 15th, 2018 1:13am

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