This will be long winded, so please bare with me.*I happened to be in the area, and wal...

GetHuman1691885's customer service issue with T-Mobile from December 2018

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The issue in GetHuman1691885's own words
This will be long winded, so please bare with me.*I happened to be in the area, and walked into the Biloxi store to see what promotions they had. I have been a Verizon customer for * years, and thought I would look into T-mobile in an effort to lower my monthly bill.*I walked in and asked for some info on the "get out of the red" promotion. I was helped by the manager of the store Matt. He explained that all three of my phones, * note *s and an s* plus were all eligible. I was intrigued enough to make the switch over to t-mobile. They ported over my phones, and paid the bill, and all was well.*The next day I got messages saying there was an issue with the payoff, and that I would need to contact someone. So I made the call, and I was told that the * note *s that I have weren't eligible for the promotion. Keep in mind, I was already ported over, I had already canceled my Netflix account (since I get Netflix for free through T-mobile and I work nights, so being awake during the day is tough for me.*I called Matt back, and explained what was going on, and he said he would make some calls since the note * should be eligible. This process too two days, but eventually we connected, and he said there was nothing he could do.*This is unacceptable in my book. As someone who works in the customer service industry, and has for ** years... This is NOT the way to take care of the customer. **) this wasn't some seasonal employee that misled us. This was the manager of the store. The fact that HE didn't know, is a problem in itself. **) I as a customer should never suffer because of HIS mistake. That's asinine. I didn't make the mistake. I didn't mislead a customer. I didn't create the issue. **) At this point, why does it matter if T-mobile made the exception in my case, just to do the right thing? I was keeping my phones, so it doesn't really matter what was "eligible" at that point. Matt, and the people he spoke to should have seen the situation, and did what it took to take care of me, but they didn't. *So, today, I had to be up when I have tk be at work tonight, to go back to Matt, and have everything refunded, then go to Verizon and have my phones ported back over. Then... For a tablet I returned, I have to wait * weeks for a check to be sent to me. My money that I paid is being tied up for * weeks. Not I have to go and sign up for Netflix again. It's become a nightmare for me, and cut into my time.*It is glaringly obvious that T-mobile doesn't care about the customer, or doing the right thing. Knowing what I know now... I guess it's a blessing. I wouldn't have wanted to be locked into T-mobile when I know you*they wouldn't be there for me when it's needed.*Having been in this industry for a long time, I have learned that it's true that if you make a customer happy, they will tell * people. If you don't take care of them, they will tell **.*This entire situation could have been avoided, and i could be a loyal T-mobile customer... But now that won't happen. I think you guys need to evaluate how you treat people when someone on your own crew makes a mistake. Never should the customer suffer as a result. *If anyone needs to speak with me, they can call me at****-***-*****Or email me at *M*****@***.com
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T-Mobile

Customer service issue
Reported by GetHuman1691885
Dec 5th, 2018 - a mon ago
I have an issue with T-Mobile too
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Seen by 3 customers so far
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GetHuman1691885 started working on this issue
Dec 5th, 2018 12:23am