I am emailing regarding an issue I’ve been having with one of your store locations at...

GetHuman1631051's customer service issue with T-Mobile from November 2018

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The issue in GetHuman1631051's own words
I am emailing regarding an issue I’ve been having with one of your store locations at ***-** Liberty Ave south Richmond hill N.Y *****. I went in November *rd to drop off my jump on demand phone. I jumped with the help of a customer care rep on the app. And the workers at this location and manager is so irresponsible. The work failed to tell his manager that it was a jump on demand return and have me going back and forth to try to get in contact with the manager and no luck. They’re either closed early or the manager isn’t there. Anything I asked these two associates they’re answer is always they don’t know. I finally had them call the manager Monday and explained and he kept telling me I didn’t jump that it’s an upgrade and he processed the phone as a regular return. I kept telling him if he checks my account he’ll see it’s a jump on demand return and I did jump with the help of a customer care representative. I called him Monday November ** he’s yelling at me telling me it’s an upgrade and not a jump when in fact he is wrong. He can even look at my account. He said he’s trying to get the tracking number and to call back at *. I called twice his associates said he stepped out. This is ridiculous I’ve been dealing with this for a month now. T-Mobile on the customer care side keeps telling me the status is pending and there’s no record of it in the warehouse. And the device along with the new phone I jumped to both showed on my bill so if he did process my return it shouldn’t be reflected on my bill. I’ve done the same thing earlier this year at another T-Mobile location and never had this experience. This is ridiculous and as a paying customer this isn’t fair. I did my part and returned my phone why should I have to deal with the mess that they created on their end. I want the device removed from my account since it is noted that I dropped it off and they shipped it.
GetHuman1631051 did not yet indicate what T-Mobile should do to make this right.
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T-Mobile

Customer service issue
Reported by GetHuman1631051
Nov 26th, 2018 - 10 mons ago
I have an issue with T-Mobile too
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Seen by 4 customers so far
Similar issue to 3928 others
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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
GetHuman1631051 started working on this issue
Nov 26th, 2018 8:30pm