Has T-Mobile Customer Service Taken A Turn For The Worse?

After T-Mobile’s loss of the JD Power Customer Care award and a continuously growing stream of emails regarding unusually long wait times we begin to wonder just what exactly is going on with T-Mobile’s award winning customer service department. Well someone’s ears were ringing as two sources answered our question with a confidential look at what could be to blame. We’ve received two pieces of information that give us at least some form of an answer as to why T-Mobile’s customer service seems to have dropped from the top spot.

The first is related to the above image as T-Mobile has removed the ability to bypass the automated calling system pass Go and collect $200 instead requiring the customer to input a phone number to properly route the person to the correct place. T-Mobile says it’s taking this step in order to properly route customers and better answer of questions. I say its just another step in ensuring longer wait times by placing customers into a longer queue.

The second is a little more detailed and something we have to be a little more selective on our word choices as we were asked only to post certain things. The short version of the story is that in the past 12 months T-Mobile call centers have seen, in some cases a drastic reduction in staffing, outsourcing and as of late a drop in morale as almost every center believes they are closing when the AT&T deal finalizes. While call volume remains steady, reductions in staffing have lead to very high hold times and a whole lot of customer unhappiness. Our inbox speaks to that. Some call centers have seen reductions in staffing by the hundreds since early this year with some centers looking to further cut staffing as 2011 continues. In fact, some employees responsible for training new employees in the United States call centers are now being sent overseas to handle increases in staffing abroad.

So is T-Mobile looking to downsize ahead of the merger or are they looking to cut costs with outsourced service centers? Either way there is a clear indication that something is going on and there is something behind the recent spat of disappointed loyal T-Mobile customer complaints about lengthy hold times. We’ve begun to really hear a large number of complaints from our readers about call wait times including one reader, Anthony who has tried over the last 5 days just to get someone on the phone and has waited at least 45 minutes each time being unable to do so. Anthony has called from his T-Mobile phone and a desk phone without including his own number.

We’ve been unable to confirm all of the specifics contained within our ninja info but we have no reason to suspect it is incorrect based on the information we are hearing from everyday T-Mobile subscribers who are finding more and more calls being handled by overseas agents. For the moment we are growing increasingly concerned about the direction T-Mobile is headed as we begin the countdown to the AT&T takeover decision. Slowly but surely it looks like the T-Mobile we know and love is becoming the AT&T Death Star, even if the deal doesn’t go through we wonder what a post AT&T takeover talk T-Mobile would look like.

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  • Monique G. Garcia

    I have been a loyal t-mobile cust. since 2005, always upgrading to the newest best phone and paying tons of money for good service and customer attention.. Recently my newest phone has taken a dive for the worst.  I have a my touch 4g and while the reviews were great as it turns out this phone has constant issues.. with jumpy streaming and constantly force colsing every single app including my messages and deleted them all… The most recent issue is that the speaker phone has stopped working completly..  When I called cust support I held for  89 min before I could get someone one the line..  When I finally spoken with someone she had such a bad accent I could hardly understand.  Then to top it off I’m being told they cannot verify that I am the owner on the account because the name I’m giving them doesn’t match their records, and yet my social does …. Please explain.. a few months back someone no where near where I live went into a store and opened up two lines on my account.  I called resolved the problem and got credit for everything that was done illegaly.. They had supposedly fixed all the issues and my line was safe.. Now it seams it was either never fixed or it has happened again.. Meanwhile I must go into the store with my license and social because they have no other way to verify that I am who I say I am…  Oh did I mention called back this morning on my way in to work, go to work, wrote this comment, and I am still on hold now for 72 min,  with no sight of hope…  total hold time since last night 193 minutes.. THIS IS RIDICULOUS !!!! PLEASE HELP T-MOBILE OR WHOEVER COMES NEXT BUT T-MOBILE SUCKS RIGHT NOW !!!!!

  • Jay Iseli

    Yesterday T-mobile charged my card $2990 for a transaction that was not completed.  essentially they hit my card 10 times at 299 each time.  That action locked up my accounts so I could not access my money  It took 3 people and an hour to resolve it and get a 30 dollar credit.  Today T-Mobile hit my account 5 times for the same amount of money, they deny doing it.  I am now on person number 5 and was put on hold 30 minutes ago.  I have never had a problem with t-mobile and I have been a customer since 2001.  One of the big problems I am having is explaining to people in India the concept of Customer Service……  It means nothing to them.  They figure that since their error did not cost me any thing (except the ability to use my accounts) that they are not the problem…..

    • anonymous

      T-mobile automatic payments only go through twice, before it shows as a declined payment. You need to make sure your info hasn’t been compromised and that a person is not submitting those payments

  • Jay Iseli

    Yesterday T-mobile charged my card $2990 for a transaction that was not completed.  essentially they hit my card 10 times at 299 each time.  That action locked up my accounts so I could not access my money  It took 3 people and an hour to resolve it and get a 30 dollar credit.  Today T-Mobile hit my account 5 times for the same amount of money, they deny doing it.  I am now on person number 5 and was put on hold 30 minutes ago.  I have never had a problem with t-mobile and I have been a customer since 2001.  One of the big problems I am having is explaining to people in India the concept of Customer Service……  It means nothing to them.  They figure that since their error did not cost me any thing (except the ability to use my accounts) that they are not the problem…..

  • Maggarielle

    I was wondering what was going on. The hold times are ridiculous!! Not to mention the overseas call centers don’t know what they are talking about. No way I’m sticking w/T-Mobile after the merger after reading this. 13 months to go…

  • Guest

    we have been long-term customers of T-Mo.  It’s been good since I didn’t have to do anything for these years till recently.  Just added 2 lines to my family plan and had to go calls for the subsequent events.

    - the website doesn’t work for adding lines/services.  I a engineer by training and that’s my preference of doing business.
    - the call waiting time was ok for the 10 calls I had to make.
    - “A complimentary one-month free unlimited data plan automatically comes up when you add a line”, it’s not true.  It took me 2 calls to adjust the $30/month charge at the end.  The agent bid me “have a nice day” long before I intended to hang up the phone.
    - the worst part of it.  The agents never actually do whatever you asked for.  I asked for “no data” service on the two new lines since they are or kids.  1st one told me there is no such blocking service.  2st one directed me to the “restricted view” on the member profile page.  The 3rd one did the “web guard” for me and insisted that what I needed.  The 4th one said she did it but it didn’t show when I checked on-line 2 days later.  I understand the selling pressure and promotional stuff.  But saying you did but didn’t actually do to what customers specifically asked for is a total different.  you can’t help but feel cheated.  What happened to American way of doing business.  Are we putting ourselves back to “developing” stage?  Do we want to be “emerging” again?  Shame on T-Mobile management on this one.

    I was hoping the situation will improve when AT&T merges the falling (at least from the customer service point of view) company.  It looks like DOJ is blocking the merger.  I just hope I don’t have to deal with the customer service of T-Mobile for some time.

    I unchecked the “Data Enabled” option on the smart phones to block internet access.  Hope the kids don’t accidentally check it and get hundreds of dollars of charges at $1.99/megabyte.  

  • Guest

    we have been long-term customers of T-Mo.  It’s been good since I didn’t have to do anything for these years till recently.  Just added 2 lines to my family plan and had to go calls for the subsequent events.

    - the website doesn’t work for adding lines/services.  I a engineer by training and that’s my preference of doing business.
    - the call waiting time was ok for the 10 calls I had to make.
    - “A complimentary one-month free unlimited data plan automatically comes up when you add a line”, it’s not true.  It took me 2 calls to adjust the $30/month charge at the end.  The agent bid me “have a nice day” long before I intended to hang up the phone.
    - the worst part of it.  The agents never actually do whatever you asked for.  I asked for “no data” service on the two new lines since they are or kids.  1st one told me there is no such blocking service.  2st one directed me to the “restricted view” on the member profile page.  The 3rd one did the “web guard” for me and insisted that what I needed.  The 4th one said she did it but it didn’t show when I checked on-line 2 days later.  I understand the selling pressure and promotional stuff.  But saying you did but didn’t actually do to what customers specifically asked for is a total different.  you can’t help but feel cheated.  What happened to American way of doing business.  Are we putting ourselves back to “developing” stage?  Do we want to be “emerging” again?  Shame on T-Mobile management on this one.

    I was hoping the situation will improve when AT&T merges the falling (at least from the customer service point of view) company.  It looks like DOJ is blocking the merger.  I just hope I don’t have to deal with the customer service of T-Mobile for some time.

    I unchecked the “Data Enabled” option on the smart phones to block internet access.  Hope the kids don’t accidentally check it and get hundreds of dollars of charges at $1.99/megabyte.  

  • Guest

    we have been long-term customers of T-Mo.  It’s been good since I didn’t have to do anything for these years till recently.  Just added 2 lines to my family plan and had to go calls for the subsequent events.

    - the website doesn’t work for adding lines/services.  I a engineer by training and that’s my preference of doing business.
    - the call waiting time was ok for the 10 calls I had to make.
    - “A complimentary one-month free unlimited data plan automatically comes up when you add a line”, it’s not true.  It took me 2 calls to adjust the $30/month charge at the end.  The agent bid me “have a nice day” long before I intended to hang up the phone.
    - the worst part of it.  The agents never actually do whatever you asked for.  I asked for “no data” service on the two new lines since they are or kids.  1st one told me there is no such blocking service.  2st one directed me to the “restricted view” on the member profile page.  The 3rd one did the “web guard” for me and insisted that what I needed.  The 4th one said she did it but it didn’t show when I checked on-line 2 days later.  I understand the selling pressure and promotional stuff.  But saying you did but didn’t actually do to what customers specifically asked for is a total different.  you can’t help but feel cheated.  What happened to American way of doing business.  Are we putting ourselves back to “developing” stage?  Do we want to be “emerging” again?  Shame on T-Mobile management on this one.

    I was hoping the situation will improve when AT&T merges the falling (at least from the customer service point of view) company.  It looks like DOJ is blocking the merger.  I just hope I don’t have to deal with the customer service of T-Mobile for some time.

    I unchecked the “Data Enabled” option on the smart phones to block internet access.  Hope the kids don’t accidentally check it and get hundreds of dollars of charges at $1.99/megabyte.  

  • Dcmnservices

    T-Mobile service has become outrageously worse, I was on hold for 1:45 minutes before I just hung up the following is a list of my problems since January 2011. I’m being totally honest. In error they cancel my contract open a new one and took two payments out of my account I use to pay my bills. After I spent hours over a period of two weeks explaining to them that it caused me NSF fees (I really feel they pretend not to understand) I had to fax over proof 3 times! I kid you not. Then after telling me my check was in the mail they credit my account for three months which included the NSF fees. I was livid! I had to pay money to get my account back in good standing. They sent me phones that had problems. Internet is lousy, phone calls drops. I work as a freelance paralegal. Everyone in the courthouse who has service with other providers can access their emails, internet in courthouse. Not me! I have to go outside to check info. When I signed up I clearly told them I needed internet service they told me I can access it thru my phone and that it would be free my two year contract. This past month they started to charge me $14.99 for it and once I go over 5gb it slows down to dial-up speed. Are you kidding me. I HATE T-MOBILE. My business is very much reliant on internet, phone, and email and I literally cannot work smoothly, So I’m stuck in a 2 year contract and I had to go to Clear to get decent internet. It’s great. I speak to others with T-Mobile and they all are VERY dis-satisfied. If you don’t have service with them DO YOUR RESEARCH! The service is AWFUL!!!!!!

    • nic

      I have TMobile – 4 lines of service for my entire family, and all of us can access the internet just fine. Nor do we do not experience dropped calls. I am on their auto-pay system and they send me a text and an email to inform my bill is coming due, then they send a text and an email to inform me there has been a payment drafted from my bank acct stating the amount. I am never over-charged and I know the bill is due so that I always make certain I have money in my account. My bill cycle closes on the same date each month and my payment is drafted like a week before said date. It always the same procedure each month.  Just because YOU have problems does NOT mean we all do. It sounds to me that you do not understand how things work. And what does it matter if you are a free lance paralegal or a dog catcher? Service is service. You need to have a better look at your contract that you signed up for, Mr/Ms paralegal!

      • Cat

        nic either you’re a paid shill or a fanboy. The fact that you continue to receive (or perceive) excellent customer service does nothing to assuade the issues that people are having. I’ve noticed you’ve replied to just about every negative complaint on this page, each time with a blinding WALL OF TEXT and no input beyond “IT WORKS FOR ME YOU MUST SUCK AND THAT’S WHY”

        Regardless of who you are, I’m tired of reading your pointless posts, please stop. Thanks.

        • nic

          Cat – yes, I have made several replies. If you don’t care for them, then don’t read them. I am not a fanboy and I don’t know what that means, nor do I know what a paid shill is. Nobody is paying me anything.
           
          So what if I’ve made several replies? Look at all of the idiotic comments on customer service about really stupid things that people have caused or created themselves because they lack common sense. And I have never said “IT WORKS FOR ME YOU MUST SUCK AND THAT’S WHY” To that I reply that you must be one of the complaining whiners who just wants to cry  and  has no clue that you create your own problems. So get a clue and leave me alone. Also, re-read my posts. I offer help, which hardly anyone else seems to be doing. Gawd, you are pointless and pathetic.

        • Cat

          You’ve never explicitly said it, but it’s obvious from the questions that you ask each complaint that that is what you imply

          I hope you’re not autistic. From this latest post it seems like you may suffer from some chemical imbalance, so I hope I’ve not upset you. Carry on

        • nic

          No, you haven’t upset me. I understand it when people, like yourself, cannot think of anything intelligent to say so they attempt to attack one personally. Carry on if you must, you only make yourself look bad.

          P.S. Good thing you aren’t the judge and jury, or the physician… Whew! You’d hang people on what you believe and your bedside manner would be atrocious!

        • Cat

          It wasn’t a personal attack, it’s an honest assessment. It simply isn’t normal to reply to every post on a 500 comment page, over a period of roughly three months unless you’re a) on the payroll (congrats!) b) a fanboi (lay off) c) mentally ill (again, sorry!). You denied the first two so I must assume the third, any alternatives escape me.

          You seem to blame every person here for their own stupidity, saying that every post is ‘confusing’ and asking for further clarification, or saying that you don’t believe their experience and that something else must have transpired, point out that not everyone has troubles. Even if some of these are true, the simple fact remains that T-mobile service/experience is not what it used to be, and you wouldn’t have seen this volume of ‘T-mobile customer service sucks’ comments two years ago.

          Besides, what the fuck is it to you the minutiae of these experiences? You can’t honestly assess the situation from a keyboard, because you are not in their position. The fact that you’re not privy to the details of their experience is a little something called individuality, where individuals perceive being slighted in different manner than others. Just because you don’t believe it doesn’t mean it isn’t there.

  • anonymous

    But paying your bill for any length of time beyond the 2 year requirement (meaning, one has made a decision to stick with the company in question) does = LOYAL CUSTOMER. 

  • Disappointed American

    First Netflix and Now T-Mobile. Customers are now last and Greed is Number#1. What do these big companies going to do when most of there customers leave? Becasuse when the cusomers leave so will there money. T-Mobile was once Great in Customer Service now you have to talk to a person who can barely speak english who is just reading of a computer program. No more real conversations. just an incoherant person reading off a computer screen. T-Mobile you let alot of people down. You sold yourself to an AT&T pimp.

  • Disappointed American

    First Netflix and Now T-Mobile. Customers are now last and Greed is Number#1. What do these big companies going to do when most of there customers leave? Becasuse when the cusomers leave so will there money. T-Mobile was once Great in Customer Service now you have to talk to a person who can barely speak english who is just reading of a computer program. No more real conversations. just an incoherant person reading off a computer screen. T-Mobile you let alot of people down. You sold yourself to an AT&T pimp.

  • stosh

    Just cancelled service to T-Mobile, do to the fact one of their stores accessed my account information, had a phone reactivated without my authorization. Spent three and a half hours with four different reps, which they said they could do nothing for me. The reps did give me the store information. One of the reps even suggested I gave out my information to them. My wife does not even have my information.Received the bill and had to pay for the shut off phone. Felt extremely unconfortable knowing someone else can access my account, so I cancelled my phone service also. Now I have to pay up to that billing cyle, even though I had a no contract agreement. My sugestion is to stay as far away from T-Mobile and go for the prepaid service. 

  • Paul

    I had to cancel my contract as I moved to a non coverage area, 10 miles from where I live now. So I called the rep. and was told it would cost $100 if I canceled now or $50 if I waited until there was less than 6 months on the contract. So I get a bill today for $200 to cancel. Called the Customer Screwing Department and was told I am so sorry, but that is the way it is. Sorry for the miss information, but we are screwing you for one last time!! I have been with them since it was Pac-Tel, way before T-Mobile took over.
    My new carrier is Verizon Wireless and I am very happy with the coverage. I would not recommend T-Mobile to a dog.

    • Mic

      I am trying to understand your comment. I can take my TMobile phone and drive 10 miles away and still get coverage, but you moved 10 miles away and had to cancel your TMobile for non-coverage…WHAT?! 

      I have always been told that TMobile has a $200 cancellation fee. That is nothing new!  And any carrier has a cencellation (early termination fee).Not only is that information stated in all TMobile contracts, but they actually tell you that at the time that you sign up! I’ll bet it’s on their website, too!

      Lastly, who is Pactel? I googled that and found the hostory of TMobile, and no where does it mention Pactel. I have been with TMobile since they were VoiceStream, and that has been since 2001.  Any information I was able to find for Pactel, now defunct, was related to Verizon and that is not even a GSM carrier. And what’s {Pactel got to do with anything? Do you think that because anyone has been a customer for X-amount of years that it should entitle them to something more? Heck, if I was a new customer and found out that Jane/JoeSchmo was getting preferential treatment just because she/he was there for X-amount of years, I’d be a little put-off!  If any business said another customer was more important for tenure, that is just wrong. That’s what thank-you cards and tokens are for!

      • Mic

        Please excuse my typo’s. I’m wearing a cast on one arm and a brace on the finger of other hand.

    • bob

      in your contract it states that they have to provide you with coverage or else you can cancel WITHOUT any fees. they aren’t putting up their end of the bargain and you signed a contract. they gyped you for 200 dollars my friend….

    • bob

      in your contract it states that they have to provide you with coverage or else you can cancel WITHOUT any fees. they aren’t putting up their end of the bargain and you signed a contract. they gyped you for 200 dollars my friend….

  • Jacksonhalls

    Im glad tmobile did not merge with that expensive company but tmobile is going to lose me as a customer if they don’t start answering the phone. I have been attempting to reach an agemt for 6 weeks and have not reachef a single representative. BOOST MOBILE HERE I come!

    • nic

      Why can’t you reach an agent? I have called TMobile 3 times in the past 2 weeks and got right through. Their automated always answers the calls, and granted, that is sometimes a pain to get through, but you need to choose from their auto-generated questions to get to a live person. Not all of those questions/options necessarily apply to all issues, but you just pick the best one so you can connect and speak with someone who can get you to the right person. To say that you haven’t been able to connect for 6 weeks is just outlandish, and anyone knows that is simply not true. You must be giving up and hanging up. The longest I had to wait per each call was 12 minutes. But I have had longer wait times during peak hours. I do know that if you continue to hang up and call back over and over within a same time frame, then your call goes into a perpetual hold where no one will answer it. But that does not carry over for 6 weeks, not by any means. So for heavens sake, just go into a TMo store and speak to a rep in store. They certainly can help, and they can place the same call for you from their store, I think people just don’t want to understand how things work and that they just want to get on sites, such as this, to post cussing rants. Some people seem to just want to be able to yell instead of work toward any amicable resolution or use their own logic. No wonder you all have so many unresolved issues.

      • Boysmom

        You are wrong, if the answers aren’t in their system they will repeatedly say they don’t understand, after the third or fourth time THEY disconnect YOU.   Here is the secret I finally learned, say “cancel service” and you will get a person.

        • Ed

          @Boysmom, What are you trying to do that you can’t get help?  Pay a bill?  Check your ballance?  What?

        • nic

          Oh boysmom, come on already. Please be more specific about your problem so that we all can relate to whatever it is you are trying to make as a point. What is it you couldn’t get answered? I’d like to know where all the logic and common sense has gone to these days, and why is it that people just want to bitch and moan and rip everyone a new one. It is my understanding that customer service has declined everywhere. With that in mind, I go in with an attitude to get what I need without making muddy footprints and causing the person helping me to feel defensive. There are resolutions to be had, so if you aren’t satisifed with one answer, keep trying, but be realistic in your expectations. Read your contract, know your handset, find out things without always having to rely on others. Figure it out. Tmobile hires people just like the rest of the world. You might have some young smart alec kid, some old geezer, some opinionated person, or even someone just having a bad day and doesn’t even get they are short with a customer. Their loss and if they keep that up it won’t be long before somebody sends them on their merry way out the door. Didn’t help your problem at that moment, sure, and you won’t ever know the outcome, but just know this: companies know what employee perform well and which ones do not. But anyone can have a bad moment. Make it work for you instead of being the downer.

      • Immobile

        Nic, what are you going to do when T-Mobile is sold to AT&T, will you lose your job or will they transition you over to the new company?  I hope they still allow you time off the phones to be contentious and argumentative in your blog responses to dissatisfied T-Mobile/AT&T customers.  Good luck with the new company and your continued efforts at hiding behind a keyboard, defending your employer who would drop you the moment they thought they could save a nickel. 

        • nic

          Why are you being an a$$? I don’t work for TMobile and that is that. It’d be impossible as well, since I don’t even reside in the same state as the call centers. I also do not have any blogs – I am not a blogger. Wherever did you get that from? Also, the last I read about that merger was that it was no longer on. One of the ATT people made some comment they were allowed to say, and that allegedly fried the deal. Do you have more recent news on the merger? I stopped following it. Now, since you want to be such a smart-a$$, then my reply to you is this: You, and many of the whiners posting on here are not getting the picture about customer service declining. Declining customer service is not about how you and the others are not understanding how their bills works and not understanding the terms and conditions, thus getting mad because you were charged for something and making up stories about something that happened, which is anyone with any knowledge knows cannot be true. Customer service is how easy is it to reach them and how adequately they’ve addressed your issue. Did they explain how things work and take the time with you to help you. But, bear in mind that just because one doesn’t agree with a termination fee or whatever unexpected fees one sees, that is not customer service issues. You are expecting the employees to snap their fingers and make you the exception. If you signed a contract, then read your terms and conditions and don’t expect special favors just because you think you deserve something or have a situation. And if your budget is that tight, then why in the heck did you even sign on for a cellular contract when there are no obligation, less costly alternatives, like those phones with airtime cards that you can buy in stores? And why are you even posting something so ludicrous on here and directing it at me anyway? I have nothing to do with your inability to understand and comprehend. You are simply a troublemaker. I think you are just angry because you didn’t understand something that you got charged for, or something of that nature and you want to piss and moan and make accusations. FYI, all of the major carriers are the same and all have the same kind of complaints. So get over yourself already. Lastly, I am retired, so kiss off.

        • nic

          Correction: I had read in the news that the ATT employee made a comment they were NOT allowed to make.. I wrote allowed in my reply to you.

  • WriteJDIII

    After reading this article, I still can’t figure out why the gripe. Here’s my recent dealings with TMobile.
    1- A couple of maonths ago, I was looking to add a new line. When I called and after going through the initial process, I was speaking to a representative. He not only answered my questions, he was very helpful in advising me on which plan to get so as not to affect my current one.
    2- When I broke my phone and wanted to replace it, the representative advised me on which way to go (upgrade or through Assurion).
    And 3- Last night, when I was looking to buy a Tablet, both reps, were incredibly helpful and informative.

    I hate to pepeat myself but, these conversations took place after just a minute or two of the initial dialing process.

    Now, don’t get me wrong. I do hate to hear my acct detail everytime I call. Aside from that, I like the way TMo operates.

    One more thing, you want bad customer service, try calling those clowns at AT&T and see how they treat you.

    • Bigrn1954

      They are surely going to help you when you are buying their merchandise.  Try getting them to help when it is of no use to you, or you have no signal…

      • nic

        Wrong. Why are you saying that? You are implying that no one can call tmo for help on anything other than to buy new merchandise – that tmo is only helpful when making a sale. Oh please, spare us the nonsense. I’ve placed several customer service calls over the years, even lately, and have made a satisfactory resolution to each call. 

  • WriteJDIII

    After reading this article, I still can’t figure out why the gripe. Here’s my recent dealings with TMobile.
    1- A couple of maonths ago, I was looking to add a new line. When I called and after going through the initial process, I was speaking to a representative. He not only answered my questions, he was very helpful in advising me on which plan to get so as not to affect my current one.
    2- When I broke my phone and wanted to replace it, the representative advised me on which way to go (upgrade or through Assurion).
    And 3- Last night, when I was looking to buy a Tablet, both reps, were incredibly helpful and informative.

    I hate to pepeat myself but, these conversations took place after just a minute or two of the initial dialing process.

    Now, don’t get me wrong. I do hate to hear my acct detail everytime I call. Aside from that, I like the way TMo operates.

    One more thing, you want bad customer service, try calling those clowns at AT&T and see how they treat you.

  • hd71

    i been with t-mobile for 6 years  and my galaxy s exchange 4 time and i call t-mobile because the phone still having the same problem  they told me that the only thing that they could do for me is other exchange or downgrading the phone i told them that i don’t want neither so they told me to go to other carrier  i feel that t-mobile is the worst cellphone carrier to have they don’t care about no one i work in customer service too  and talk to alot of people so im going to tell everyone to never go to t-mobile

    • nic

      Okay, so you’ve been with TMboile for 6 years. You opened with it so you obviosly think that means something. What do you think it should mean? That you should get preferential treatment? I’ve been a TMo customer for for way longer than that, since they were VoiceStream, and I have always been told thank you for my loyalty at the end of phone calls. Yeah, big deal, I know, but at least they acknowledge it. And I think it helps give me credibilty with them. Sometimes I get an email to offer me something, but come on, there are lots of folks who’ve been with them for any number of years.

      I am curious to know what your issues are witht that phone, because I have just ordered one. Are you talking about the Galaxy Sll that was just relaesed with TMo this month?

      My last phone, two years back, had a problem new. The rep did not know what was wrong, nor did she understand. But think about that issue. Look how many phones there are and ask yourself how the one person you get connected to will just know everything about any particular model phone? They have references and they look it up and walk through it with you trying to decipher your issue, which you could do as well by reading the manual, or going online to forums, which even TMobile has on their website if you don’t want to find any outside forums. Back to phone issue 2 years back. The rep finally wound up issuing another handset, and guess what? Yup, same ‘problem’ with the replacement. So I called back and was offered a similar phone. If you are past the 14-day of your new handset, then you have to take the same model if there is a problem, or go with a similar model to yours, and that is where your downgrade in coming into play. They just arent going to give you a handset way better than the one you paid for. But the Galaxy Sll is dang nice!!  So back when I had my reissued phone, ultimately, I figured out the solution to my problem and it never was the phone, it was a setting and was not an easy setting to understand becasue it was not even in the settings menu, but in another area on the phone. So I think it’s just easier for them to reissue a handset than to keep re-hashing a same issue with a customer.

      Anyway, if you truly work in customer service and you say that —— “t-mobile is the worst cellphone carrier to have they don’t care about no one i work in customer service too and talk to alot of people so im going to tell everyone to never go to t-mobile” —— then I hope I never run into you as a customer service rep anywhere. To say that all of TMobile doesn’t care about anyone because you have one issue with your new handset, and possibly one issue with a rep, then you should seek help with another person at tmobile and not give us advice. Go into a store for help, or wait a few hours or even until the next day to call the 800 back and get a fresh person to help you. But please don’t tell us never to go with T-Mobile becasue you had a problem with a handset and won’t even tell us how you handled it, what you said to get hel, what you did to find a solution. As if issues don’t exist with ALL carriers anyways. Sheesh!

  • Joseph Mills

    Mike, Jo, and Jenny at T-Mobile Customer Service = FAIL!

  • Cfjudd

    On the phone last night for hours trying to get charges straight. Call was outsourced, must have been India. Could never get a supervisor, got put on hold 15 times one call, 10 or more the next time. They never knew an answer, although they admitted charges on webpage were wrong. There doesn’t seem to be any supervisors and the reps know nothing. Finally threatened to cancel contract and they left again to get supervisor, but never came. Pitiful service; actually NO service. After 16 yrs with t-mobile & they could care less.They broke the connection twice i guess hoping we wouldn’t call back. Where to go next?  It couldn’t possibly be any worse!

    • Cfjudd

      Oh, did I mention that they didn’t have names and wouldn’t give employee numbers, so no way you could report them?

      • nic

        OMG, employees always tell me their first name and then give me their ID badge number. Now I know you are wrong.

    • Cfjudd

      Oh, did I mention that they didn’t have names and wouldn’t give employee numbers, so no way you could report them?

    • nic

      I have to admit that back when I first read about this complaint board, I jumped on the bandwagon about how I despise when my calls wind up at some call center overseas where one has to struggle just communicating and being able to understand the voice at the other end. But that has yet to happen, actually. And with tmobile, I have never been redirected to anyone with any dialect I wasn’t at all able to understand. At least not yet. But I have with other establishments, so am familiar with how that can go. I am sorry to disrespect you, but I do not believe your complaint went as you described here. It makes no sense and sounds more like you are leaving out the parts where you might have instigated your end results. These problems happen generally only when people create them themselves because they are calling in irate and not willing to listen to anything. Would you like to be attacked that way if you were the person at the other end of the call? And cancel your service as scare tactic? Meh, if you are contracted then you will only wind up with a cancellation fee. Think about that! If you want to cancel, then do so, but if you really won’t be doing that, stop using that scare tactic. It doesn’t work anyway, it can’t. You either will cancel or you won’t. So which departmet do you want? Use logic. You don’t even present your problem as one that anyone here can make sense out of. So I think you just wanted to bitch and moan and not get your issue resolved.

      • Eltricker

        No, he is correct. I’ve stood with t-mobile for four years, but my contract is over in April and I’m jumping ship. My call was re-routed to India, the CSRs there are nothing like their US counterparts. I also waited 15 minutes to have my call answered.

        It’s great that it hasn’t happened to you yet. That gives me hope that the next time I call I might get a US rep. I have nothing against the overseas CSRs per se, but their accent is REALLY thick (and this from someone who lives in Los Angeles, where you’ll hear 15 different accents on a slow day).

        • nic

          How do YOU know that HE is correct? for that matter, how do you even know that ‘he’ is a he? I remain that “his” comment sounds more exaggerated than truth. Anybody can get on here and say that sort of thing, but that person provides no real story and no logical insight. This site is merely a bitch-a-thon or a whine-a-thong. Oh cry me a river but I am not seeing stories put together in any logical manner nor am I reading anything about common sense here.

        • Eltricker

          I do not know with certainty that he is correct, but I have little reason to doubt him because I went through similar troubles last night, with their $1.99/MB data scam (I have data disabled with VPN in my phone, so there’s zero chance of using any)

        • nic

          But you said that person was correct and you do not know that. And not that you haven’t spoken to to any CS from abroad, but all I am asking is how you know that you have? Also, you state some $1.99/MB data “scam”. What exactly is the “scam”? Just please enlighten us and explain it.

        • Eltricker

          Forgot to include, I also spoke to a CSR abroad. After talking to them through K-mart, Dell and many other companies, I’m quite familiar with them and know the difference between a pure and americanized Indian accent

        • nic

          I forgot to mention that I have been on hold for CS with TMO a few times where I had to wait a lot longer than 15 minutes, and one time I waited around 45 mins before I grabbed another of my TMo lines and placed the same call and got right through. I was not happy about that wait. I later learned that happened only because my calls went through a few different times, and since I had to hang up and call back, they put my call into some kind of a ‘perpetual hold’ because I had called more than 3 times in a row, even though I never got to speak to a live person. But what I said was that I have not been transferred to any overseas call center, at least not to my knowledge. And just because someone sounds like they are Indian doesn’t necessarily mean one is being connected to India. Are they actually announcing that you have connected with an overseas call center or something? The only issues I personally have with the overseas call centers are A) taking away American jobs and B) when I cannot understand what the person is saying because of their thick accent, as it sounds to me, an American and makes the entire call too much of an issue asking them to repeat so many times.

      • Brit

        Agreed, you get what you want by approaching the problem not uttering the “I’ll just cancel….”

  • Bigrn1954

    Yes, T-mobile is certaianly lacking when it comes to caring for their customersand answering letters of complaint.  I have written a complaint about a month or more and still no answer.  I have a usb device I cannot use due to no service in my area and a phone that has no service since I relocated and no help from T-mobile.  I will not renew my contract with them in April, I will be glad to be rid of them…

    • nic

      Have you tried going into a local TMo store and talking with one of those reps to see if they can help you? All of these problems where people say they get no help just dont make sense. I have always been able to get help for all of my issues, and then some. (As for all kinds of help: TMo has even provided me with unlock codes 3 times over the years, and again very recently so that I can unlock my aging handset to be able to give it someone I know who can now use it with their ATT service. They are very helpful with many various issues and no matter what issue I have it always gets addressed!) Back to your issue. You say you wrote a complaint. Why don’t you try calling customer service or going to a store for some live help? But writing a letter for help – where do you think your letter will end up that anyone will call you? I don’t know, I’ve never written to them for help… It seems odd to write when you have an 800-number to call them at or store to walk into.

  • Boysmom

    I spent the day becoming aware of the fact that T-mobile does not care about me as a customer and doesn’t care that I can’t get issues resolve and instead charges me for the issues in spite of my numerous attempts to get them resolved.  I’m so upset I’m tempted to pay the fee to leave.  Unfortunately, it’s pretty close to the total cost of the rest of my months of service.  If you are T-mobile be very careful as they will charge you for anything they can even if you try to resolve. it.

    • nic

      Please enlighten us with what happened to you. TMobile cannot just charge people for ‘anything they can’. That doesn’t make one bit of sense. What are you talking about – what did they charge you for that was wrong?

      • Nschmitz2004

        I had family texting put on my plan family which was 20 dollars monthly until I caught it and demanded they credit me and fix it NOW because as a standard I have texting blocked on all the lines of my family plan so why is that on there?
        Service has definately slipped the past few months many errors were made when I renewed and upgraded several phone calls later I find they never billed me for my phones. Plus I cannot understand many of the reps anymore and today one of them transfered me to the automated system because I called to inquire about an automated text sent to be by them. He couldn’t answer the question so he asked if I wanted to speak to that department. Which turned out to be ROBO phone system? really upset. Serious issues with training:(

      • Cplgil

        They did the same to me and told me I have to pay the mistake and they will credit the $204 mistake in future bills, I told them they are crazy to expect me to pay the mistake and wait for a refund and he told me if I dont they would shut off my phone, what a ripoff!! Tmobile has gone for first to last in customer service .. 

  • Jc

    T mobile service is getting worst by the day. I can’t even get to any customer service when I call 611. All you hear is a computer noise going crazy in the background. I can’t even talk and browse the internet at the same time anymore! Getting alot more droped calls now, I am planning to switch 5 lines to a different provider. Definately NOT ATT. They are the worst, and I am saying that with experience.

    • nic

      What does that mean? You can’t reach CS when dialing from your handset and every time you do you get (what you describe as a fax) PC noise. I think you are full of it, just saying whatever thinking people buy into your BS. I have been with Cingular (long ago), AT&T, Sprint/Nextel, Verizon and TMobile. Verizon, I simply had a pre-paid phone with, not contracted. All of the big carriers pretty much the same. Also, I’ve always thought TMo had the nicest CS in that they were easiest to deal with. But I do not buy a cell phone based on the carrier CS, nor do I call CS that much because I read the contract, go online to my carrier website to read their info and go to their help/forums. I seek outside forums and I read my manual. I know what I am signing up for before I sign away and if there is any surprise, I won’t hesitate to call, but I won’t try to go all crazy on the person at the other end. You have to give people a chance to help you and to resolve the issue. You also have to call right away, never wait for any reason because waiting in itself can push you over to a new cycle that cannot get any monetary issues fixed, if applicable. But i don’t understand how anyone can say TMo is getting worse by the day and not cite any real problem and then say they are changing 5 lines to another carrier. Then just change if you are so inclined. But why do you change based on customer service? Just how often do you call CS? Be careful about calling too much with other carriers because I recall an article about 2-3 years ago that was big news about one of the carriers dropping a customer for calling CS way too often.  

    • Nate

      Lately, I can’t even get to a real human without trying several times. The IVR system is much worse than it used to be. When I do get to an agent my call drops. They promise to send out techs to the area to look into the dropped calls, but it is not getting better. Service became unbearable about three months ago. Prior to the past few months I have always had a good experience with both phone service and customer support

    • yezz07

       I been trying to contact CS for the past two day. I read the contract but I am calling to remove the pay-per use data added to two lines in my account and the website is not allowing me to remove it.

      • Brit

        t mobile is crediting all pay per use data, it may take a few months but you will be reimbursed 

  • trish

    I have reported T-moble to Ftc & Legal & cousmer , and more I had a plan that ended in 2 yrs. I got it for my grandson in college ,before getting it I explan I will get it if I can change it over in 6 months because he will be working she said yes after 6mnts. called back I was told that she is no longer there,and it was noted but they dont know why she said yes ,because they dont do it ,called back almost the whole 2 yrs. because I also told them not to let him get anything if they cant change it over to him next time bill came they told him he would need to go to a store  gave him a 69.99 plan without asking me and change the phone phone got broken t-moble told him to bring it in and next thing t-moble said he need to buy a new one because the Tech can not fix it , still noone call me ,He was told His name is on it so he can do what he wanted ,after I told t-moble He can only have excess to pay His bill so I asked in 1 year when will my contract end t-mobile said July 20th  another said july 21th this is why I start calling every month and the day before and the day after,the day before I said make show you close the acct. and I called the next day said the same thing there said it is close .in September I got a bill 220 ? dollars  in Sept..296.in oct. after talking to the supervisor He said well we still go month to month I said after the contracted ends and the person said why should I renew  He sent out a bill that week for 396.00,  I called then  one of the customer servicesaid  if i rewnew she will only let me pay for july august & september  39.99 the org. plan I said why when He dont even have your phone or service since june when it drop in the toliet    she said well I am just tring to help you ,I told her I will talk to legal person and they did not send another untill , then I got a mail from some collector from another state saying the final bill is 396.00 all the bills I have said final bill now I get another one says final bill from t-moble 434.70 after the frist bill said final bill due 220.00 problem if I had owe t-moble any money why wait untill September to say I owe money when His phone bill every month would be 90.00 something dollars they had him paying for the phone he gave back and a new phone saying the one they told him to bring back that was not working and tech told him could not fix it because he had insurance on it just get a new phone .look at the cosumers report and you will see I am not the only persons 100s of people .T-moble will not end the contract when ask to when it is over .

    • nic

      You know what? Your post is somewhat confusing. You are on here complaining and none of us can see your statements nor were we there for any of your conversations so it becomes difficult to understand what the real issue is with the way you tell your problem.

      If you sign a 2-year contract it never ends in 6 months, and no rep would have said that it does. I mean, that simply doesn’t make any sense. I don’t even know where to begin; you clearly do not understand how contracts work. Just re-read your entire post.

      If your grandson was supposed to have been the owner of his contract, TMo would have needed his name, address, social security, etc., I.D., so they could have done a credit check on HIM. And he would have needed to initiate that, not you, or anybody could just start cellular contracts in anybody’s name as long as they had their info. Just doesn’t work that way.

      If you want to know the expiration date of your contract, read your contract. Two years is 24 months. When did you start your grandson’s plan? It will all be documented and noe of that can be changed.

      As for all of your bill amounts, how many handsets did you buy? And did you spread out the cost of that (or each) handset over a period of time in your billing cycle? There are other fees as well that over and above the monthly plan when you initiate a plan and get a new handset. And there are taxes and taxes per each month. Also, is he downloading files (ringtone, games, apps, etc) that cost money? Is he going over in his monthly minutes? Is he roaming? Does he reside in and use his handset in the same state as you set up his plan in? you didn’t send the phone to him in another country, did you? And if you do not pay in full each month (I don’t know how TMo handles all that – I pay in full each month) any balance carries over and possibly accumulates with penalty fees. Also, if he gave any phone back he would have done so first via TMO, getting approved to do so then TMo sends the replacement and he would return the phone in the same box but using the prepaid postage and label TMo provides, and he would have gotten an RMA number, which you and/or he would/should still have in file as proof, and TMo follows up with an email, a phone text to that handset, and maybe, if you do not have an email, a snail mail letter. So did he or did not return the old phone? You would have proof with all of the latter info.

      Lastly, when your contract, 24-months in your case, as you stated, would end in 24 months. If you do not cancel your phone number or port over to another carrier with that same number where you would begin another new contract with another carrier using same phone number, then you’ve done nothing and TMo will take that as you intend to remain with them on a month to month basis, No contract – you can quit whenever. But you still pay the same rates as per your previous contract. You are simply no longer obligated to remain with TMobile.

      Please take some time to try and better understand your contract and how it works as well as the month-to-month option when you remain with them after your contract expires.

      • nic

        Trish, I’ve re-read your post and am wondering if you cancelled your contract BEFORE it’s expiration? Because if you did there is a cancellation fee. And depending an where you are (were) in your contract (how far along) when (or if) you cancelled, the CA fee’s vary from $200 to just $50 per line. Also, Trich, TMo does not tell you to bring back your handset. YOU must call TMo customer service and they will attempt to fix the handset with you over the phone by having you do a series of tests and whatever. If and when that rep determines your handset to be ‘defective’, and only then, the rep will initiate a trade-in and guide you through the protocol to return your handset and receive a replacement; which will be a like phone unless one is no longer available, and the rep will discuss another handset as replacement. It all has to be pre-approved and if you spoke to someone in a store, that person was just telling you call CS becasue they believed your handset to be defective. But you must call CS to initiate that transaction. Lastly, if you have a specific issue with TMo, then stick to that issue. It is irrelevant what “100′s of other people think or say” and that makes no sense nor lends any credit to your billing descrepancies. It really does sound like you do not have a clue what was going on, that you do not understand what you signed up for.

      • Geocrosby

        nic you say you dont work for TMOBILE?

        • nic

          No GeoCrosby, I do not work for TMobile and never have. I don’t even live in the same state where their offices are located, nor any of their call centers. So what is your point besides trying to start trouble, huh? Maybe you should go and read some other 3-month old comments to post your nonsense. And just for the record, GeoCrosby: It sure would be one of the longest and most boring out-of-state commutes for me to work for T-Mobile or any of their call centers. Also, to satisfy your curiosity, GeoCrosby: I’m not a clerk – not even a customer service clerk, or call any center operator. I don’t work in sales or retail – never have. I went to college and grad school. The last 17 years of my job involved international business travels. At this point, GeoCrosby, I’m not concerned enough to tell you that I outrank those positions so greatly I’d be overly qualified to work such positions. Hope that is satisfactory enough for you. By the way, GeoCrosby, had you read more of my posts you’d have seen the one where I stated that I am no longer even a T-Mobile customer. After my (family) contract expired I signed up with a different carrier to take advantage of a better deal. I have 4 lines.

        • RWebber

          For someone with such a high ranking occupation as yourself nic, you sure have a whole lot of time on your hands to write the most wordy responses in favor of T-mobile. Why, taking just a glance at the posts for recent months you have succeeded in providing complaining T-mobile clients with the highest number of detailed responses. If you aren’t a T-mobile rep (as you claim you aren’t), T-mobile should definitely consider hiring  you onto their customer care team. Though, I suppose once they actually read through your responses they would refrain from doing so since you come across condescending, arrogant, and plain rude. Where ever you work nic, which ever position you’re in, empathy will take you a long way. 

        • Anonymous

          rwebber, nope, not a rep and I don’t shive a git about TMobile. I am retired and I would never even consider working for TMobile, period. Stop assuming things that just because I get email updates for this website and occasionally make a reply that I have an abundance of time on my hands. So why is it that you need to take this so-called customer service complaint board and run in this direction with it? Is being a jerk all that you are good at?

  • Omnipoint Voicestream

    The Customer Service is horrible, especially if you don’t have a contract (no contract monthly 4G account).  I suggest that you use that CHAT service off of the T-Mobile homepage for customer service or technical support.  While T-Mobile will not disclose where their reps are located, I believe these guys are located in southern Ontario, Canada.  Now, why they don’t put these guys on the phones to speak to us is odd.  They should have the reps abroad do the on-line chat help and let the Canadians speak to us!

    The on-line chat help is a bit hard to find.  Scroll to the bottom of the main page and go to CONTACT US and you should see a chat option.  Here is the direct hyperlink:  http://www.t-mobile.com/Contact.aspx

  • Cplgil

    I have tmobile for years and the customer service was excellent but the last year it is horrible!! Also it sounds like they moved customer service to another country, They try to add on extra charges and hope I do not notice, T mobile is a ripoff!!! 

  • Vettgetter

    who are you trying to fool?? No doubt you are a tmobile employee!!

    • nic

      You must be the leader of your own idiot club…

  • Org

    Awful.  New automated system finds any reason to hang up on you, refuses to take you to a human at all costs, and will make you answer its questions first (about your payment methods, etc).  And they’re poorly trained.  I was elevated to a “manager” because a CSR couldn’t help me and after the manager had no ability to help me (I wasn’t receiving texts and wanted to reset my password to the website…but to do that they only send you a temporary password…as a text ) she derisively said, “Just go back to watching TV.”  It was uncalled for and rude and the least professional thing I’d ever heard from a “manager” on a call-in line.  I won’t be with Tmobile much longer.

    • nic

      Org: whenever tmobile sent me my password it was always done as a text message, and it was my actual password, not a temporary one that I could re-set. From my own personal experiences with passwords, someone should have been able to reset your password simply by using, say, the last 4-digit of your phone number, or something other you might agree on as a temporary passcode to get you logged in where you could then set a new one if you were unable to receive any texts to obtain said passcode. But you must be the owner of the account and be able to answer their questions for security purposes. If you are the owner, and based on my experience with that, I would simply call back and just begin the process again no matter how stupid it seems to do so. And for the rep not helping you, someone should have been able to do so if you are the owner of the account or have access to the account. It’s all there on the website. It worked for me that way as late as October, this year.

  • Esander394

    I cancelled my account and after having service for 8 years and giving them over 10k they stole a full month for 5 days of service because its in their contract that they can if you port the number out. tmobile sucks.

    • Brit

      If you are going to port your number out your cancelling anyways. Your not a loyal customer once you leave. It is in their policy and its like a cancellation notice, your not loyal to them anymore, why the in the world would they credit you. If you came back than maybe. Would you give someone something if they left your company.

      • Sejames01

        I hope everyone can see that this is a t mobile customer NO SERVICE web blog with THEIR reps replying. Look at all the responses. It is funny and sad. Let’s go to other sites like Rip Off report and others

        • nic

          I’m not so sure that ‘Brit’ is an employee based simply on that comment. To me, it doesn’t sound professional, but more of an opinion. Though I am not an employee of any cellular business, I’m making an estimated guess about that. And I don’t know ’loyal customer’ actually is supposed to mean in that case. I, for one, am not loyal to any cellular carrier. I take the best of what I can get for what I want, and when I can no longer get the best deal for what I want, I move on. It’s all business, and businesses know that. Tmobile has and still does offer free phone upgrades, and they also give discounts toward their nicer phones based on your longevity in your said contract (after 11 months, after 22 months, or something like that). The hugely subsidized deals are not typically done by the actual carrier, but a third party, say Radio Shack, WalMart, Best Buy, Target, and so on.

          Anyway, if you read the topic of this board, this is about customer service taking a turn for the worse. Customer service isn’t the same as company policy and what’s in your contract, etc.. All of the major carriers get us with these costs in one way or another, and one way to avoid it is to not sign a contract (or don’t cancel early, etc., etc..). Obviously, if we sign a contract, we are, for the most part, legally bound by said contract. Think about that. It doesn’t matter if we don’t agree; just don’t sign if you don’t like what you read. All of these types of issues that people are complaining about here, are on other complaint boards about other major carriers as well. My contract with TMobile recently expired and I went with another major carrier via third party vendor just to get the subsidized phones that any new customer can get. My new contracts, the pricing and ETF, etc., and the way they handle existing customers and new customer discounts are all pretty much the same as TMobile.

        • NoMoreTmobile

          No contract with a landline which I went back to.  I am loving the rotary dial phone working again plus not getting the texts for anything and everything.  I also know my phone will not break and require an expensive replacement.  I do have a decent cordless phone which again is not as easily broken or lost.  I agree with Nic.  It is not just tmobile.  It is the lack of durable devices that is a problem.  Mobile companies could be more friendly with their services is my point too.

        • Drewrabinski

          It’s OK to slam the reps but they aren’t allowed to defend themselfs? How convenient.

    • NoMoreTmobile

      Idiots got me too except a full month’s service for half a day.  Wanted to get away from them because of their customer service and requiring a 2 year contract if you change your service in any way.  I am now telling everyone I know about my horrible experiences with tmobile.  I was glad I did not have a contract to terminate.  I even called customer service prior to porting my number to make sure there was no termination fee.  They failed to mention they will charge for the whole month.  Looking back I wish the number could have been ported a day earlier but that was a Sunday.  I guess the full month’s charge of 85 dollars is worth it to remember to never choose tmobile again.  It was interesting when they explained the month charge that they ended by saying “Thank you for choosing tmobile”.  I replied I am not choosing tmobile now or ever again.

    • NoMoreTmobile??

      I take back my previous comment about tmobile.  I actually got great customer service when I called them tonight.  They realized that the billing cycle had ended on a day when I could not port my phone and they are crediting my bill to only what I used which was half of a day.  Wished I would gotten that service earlier.  Because of the person I contacted, I feel there is hope for a possible future with tmobile when they get rid of the 2 year contract requirement for simple plan changes.  I can see the contract requirement for replacing a phone but not changing plan service.  I will keep everyone posted as to if they do what they said they would do.

  • Esander394

    I cancelled my account and after having service for 8 years and giving them over 10k they stole a full month for 5 days of service because its in their contract that they can if you port the number out. tmobile sucks.

  • Bill Berry

    I’ve been with T-Mobile 12 years and prior to that VoiceStream and prior to it PowerTel.  There was a brief window following the Project Dark which the MyFaves plans were discontinued in favor of the Even More and EvenMorePlus plans.  It was at that time some customers were being re-routed to outsourced customer call centers; I can’t speak for others but customer service reverted back to the US and once again I’m not reverted to outsourced customer service with very, very long wait times and not necessarily what I call a new level of aggravation but it’s enough that while I resisted changing carriers; I’m there now.  I recognize and understand T-Mobile needs to infuse money into it’s parent company and T-Mobile USA and changes are necessary but I won’t put up with not being notified changes in the billing and fees without notification.  I’m willing to give them the benefit of the doubt but until Project Dark my service with T-Mobile has been exemplary and customer service and tech support…always a welcomed service.  What is with the 30 to 60 minute wait times now?  I would like to know whether anybody has made the transition to Walmart’s Family Mobile powered by T-Mobile; any complaints?

  • Drewrabinski

    threatening to cancel means nothing and has zero effect whatsoever. A customer is bound by the contract they sign. Read it before you sign and ask questions. You haven’t a leg to stand on if you don’t. The only legal document is what lies within the four corners of that contract. Verbal agreements are non-binding and unenforceable.  It is the customer’s responsibility and duty to monitor their own account regularly. Not call at the end of the billing cycle screaming for a credit. If you monitor your account every day or couple days you will see any overages and will be able to stop them. But, no it’s always someone else’s fault. It is your legal right to ask for a rep in the US to talk to. Exercise that right or put up with service you don’t understand. Last but not least all dealers are on commission – they lie. So, be informed of what phones and plans you want, get it in writing and monitor your account. If it isn’t in writing – it doesn’t exist. 

  • Drewrabinski

    It is T-Mobile policy (and AT&T policy I might add I don’t know about other carriers) that if a customer demands a US rep they will receive one. You may have to be placed back in the queque and wait but you will get one. If you do not get that request it is the off shore call center themselves stalling you not T-Mobile.  There are other lines of service other than web chat in Ontario. That Canadian call center is the flag ship of all call centers. The best stats, longest tenure agents, strict adherence to policies  and a willingness to adopt whatever policy their clients put out there with no complaints. Thier training and retraining is constant and extensive. That’s why it is still open and continues to expand.  Makati with their fake Amercian accents and unwillingness to work hard and drop difficult calls has done much to destroy customer service. And, I mean destroy it. They remain open for one reason only – cheap labour. Disclosing one’s location is forbidden not because they may be in a different country, although many choose to believe that, it is done solely for security reasons. T-Mobile’s number one concern is the security of their customers’ accounts. That is why you verify with every agent you talk to even if it is three in the same call. If you cannot be verified you will recieve no information off of the account you are calling about. And, nobody cares if you were given info before. If you are not an authorized user now you are out of luck. Kick and scream all you want.  T-Mobile’s number two priority is the safety of their employees. No locatrion is ever to be disclosed. If you get that info it is a breach. Web chat correspondances are recorded but so are all phone conversations. Everything is recorded by tape or in notes and you are beaten over the head with it when you later complain you didn’t say it. It is amazing what selective memory some customers have when they decide they no longer want to honor their contract because they didn’t read the small print or ask questions. It is not the carriers obligation to make you read your own contract it is yours. If you don’t like T-Mobile then go somewhere else or opt for a monthly 4G plan.

    • Drewrabinski

      Sorry to add this separately. With regards to the T-Mobile – AT&T merger… I don’t believe it will happen, certainly not anytime soon. I just don’t believe it. There are always rumors of call centers shutting swirling around everywhere. If that center performs and keeps their stats up they stay employedby the client. The exception are off shore centers employed to keep costs down. North American employess are expensive and require benefits. If agents do their job to the best of their ability – they keep their job. Even if they make mistakes. An agitated customer’s complaint does little to nothing. A center will move mountains to keep an exprienced agent. Call centers are screaming for people to employ. But there is a screening process. The biggest problem is keeping experienced agents. It is expensive training them. Thousands of dollars per agent for just basic training alone. It’s a catch 22 situation. It is a stressful job. Because people go from 0 to 60 over nothing agents don’t stay – they don’t want the bull. Because agents don’t stay the client is forced to hire new agents frequently. New agents are inexperienced and cause delay times which in turn make customers even uglier. Catch 22. Ten percent of the time issues are the fault of the carrier. Ninty percent of the time it is the customer’s fault or mistake. You do not get compensated for your error or stupidity. You might get a courtesy credit once but that is it. The second biggest problem with many customers is they just don’t want to listen. You explain charges and overages or that they declined features that would of given them discounts or warn of additional lines given to third parties that you are responsible for and they just don’t want to hear it. Then there are returned handsets that have been abused or damaged in a way the customer lies about. The carrier knows if a handset is defective and when you dropped it in water and dried it out or just downloaded viruses. It takes time and an experienced agent to help and determine who is a frustrated customer you can help and a customer who lies, doesn’t listen or is just out for something free. Then you run into a customer who has done nothing wrong and just wants service. Not out to get anything free just what they paid for. They stay on the phone with you, be professional and honest, and tough out the troubleshooting until the problem gets solved. Those are the calls you live for. These are the customers you move mountains for.

    • Mindingart

      I called T mobile today and received an American rep- for the first time out of my last nine (infuriating) calls. I specifically asked him how to reach an American in the future, and he told me there was no sure way, and that it “was a complicated process he was not trained to discuss.” Like so many others on here, I’ve been a loyal and enthusiastic t mobile customer for almost ten years, because of the c.s. Now between the robot screening, the difficulty accessing online chat, and reaching people who not only speak unintelligible English but seem completely un-involved in my issue, I am pating the money and breaking my contract. Drewrabinski, I really appreciate your candor, simply because your remarks lend humanity to an otherwise faceless monster corporation. You seem like a smart person: why not take your talents and passion to a company/industry that deserves you? May I suggest Apple? Or better yet a non profit that provides clean water to orphans?… 

  • That5kid

    I used to rave about t-mobile customer service to everyone I knew.  Now every time I call I reach someone in India who tries to get me to use the web site (to solve issues such as a broken phone…) they also try to upsell me on products I do not need (when all I need is technical support).  It takes me at least 20 unnecessary minutes to talk to these people before they allow me to be transfered to technical support (aka an actual helpful person who is not reading a script). This is enraging and I am considering switching carriers due to this.

  • That5kid

    PS- I have been a long time T-mobile customer and was a happy one until this drop in customer service.

  • Rebecca McHugh

    I’ve had frequent billing errors and screwups from them in the past year, so I’ve had to call customer service quite a few times.  After four phone calls to their little outsourced call center in India today (it takes two calls each time to override their system and actually get to a representative), I’d love to throw my T-Mobile phone in the toilet.  Instead of solving the billing problem, the rude rep named ‘Melanie’ tried to slam me with a new contract extension twice, then when I told her no, she mocked me by laughing, and then asked if she could maybe spend some extra time with me teaching me how to actually use my cellphone.  And no, it wasn’t the standard ploy at the end of the call to try and teach you how to use your cellphone to manage your plan.  It was an insult.  We’ve been a customer for years, but once this contract is up, adios!  In fact, I may check (but that would involve more annoying calls to India) to see how much it would cost us to just buy out our damn contracts.

  • Drewrabinski

    I love the way people slam a company knowing full well the company cannot defend itself. Your account is confidential so how does anyone know that what people are  saying on here is the truth? Serve serving – these people know full well the company cannot disclose that person’s account details to defend itself.  ’I didn’t get my way so I will slander the company’. If your bill is huge chances are you have a past due amount. Pay your bill everymonth. If you are having trouble with that, call in and get a pay arrangement. Cell phones and the bill that follows them are expensive.  If changes cause an extention to your contract then you are trying to make changes that affect your contract. If you signed a contract your are locked into it and expected to honor it. Educating a customer to manage their account is common. Not to mention educating them on their bill. You try to educate a customer to help them manage their own account to keep their bill down. They called inquiring about their bill and you are trying to help them.  Where is the increase in the bill and how can we avoid that charge again or keep it down? They call upset with their bill then when you try to help them with suggestions they’re offended. They don’t want education or help to manage their account they only want a credit. Doesn’t work that way.  All things customers don’t want to hear.  It takes so long to get to a rep because of ridiculous calls cluttering up the cue. Or, repeated calls because the last rep wouldn’t do what you wanted them to do. Every call is notated. What was discussed is notated. Promises – notated. Denials – notated. If a rep releases your call it was because of the zero tolerance the comapnay has toward abuse. Scream at a rep, swear at a rep and you are warned then released – period. No rep has to take your ire because you don’t like your bill. No one sits at the company and adds charges to your bill. The system automatically applies charges based on your contract, features or lack of features.  You get what you pay for and if you don’t pay for it you don’t get it. Your contract is carved in stone. Want to change your contract – pay the fees. Want to cancel your service – pay the fees. You are expected to live up to the contract you signed. Want a supervisor? Please do - it means the rep gets a break while the supervisor re-explains what the rep already told you. 75 % of the callers are legit and a delight to talk to but the overwhelming majority of time is wasted on the 25%  who feel entitled to do whatever they want with their account, ignore the contract they are locked into, call repeatedly trying to get free stuff or just call with a laundrey list of things they have already been told they cannot do. Want to change carriers? That’s common as people run between companies which is their right to do. But, all wireless companies are the same. There are some reps that shouldn’t be reps, there are also some people that have no business having a cell phone. Pay for it or you don’t get it. Use it and you’ve paid for it. Reps do the job they are trained to do, they follow the polices the company hands down. There are always two sides to a story.

    • “Holier than thou” CSRs..


       there are also some people that have no business having a cell phone. ” 

      You’ve got to be kidding. Who are you to make this judgement? Just sit in your cubical and do your job. Just as you say if people don’t like it, they should leave, you should do the same if you don’t like your job. If your company didn’t have problems, then people wouldn’t have to call in. You are a CUSTOMER SERVICE REPRESENTATIVE. The only thing you need to do is provide service to your customers, like it or not. 

      • Drewrabinski

        I love my job. I take it seriously because of the sensitive information I am working with. It is an enormous responsibility having unprecidented access to confidential information. I do it to the best of my ability everyday. I am not simply just answering a phone.  I love most of the people I talk to. For the rest, don’t get a phone you can’t pay for. Read your contract – all of it. If you don’t like it you have 14 days to recind it (30 in California) Don’t have a tantrum  when it is shut off for nonpayment.  Some people HAVE NO BUSINESS HAVING A CELL PHONE!!!! I am not kidding. I stand behind that statement. Yes, I am a CSR not a punching bag. Nowhere in my customer service description or contract does it say I have to take abuse or leave my employment. Quite the opposite. I do not have to tolerate the offensive language, threats or degrading comments and I don’t. Work with me, I will work with you. Be professional and I will move mountains to help you regardless of the situation. Act like a barbarian or diva who thinks it’s OK to be nasty and condescending  and I will do no more than I am required to do then move onto the next call. Scream and swear and I will release the call. Ninty % of the calls I receive are customer self-induced – not the company’s fault. I provide a service until the civility stops – then the service stops, like it or not. 

        • Cmsteph

          I think that most of the people here with common sense are not at all complaining about what little good CS is left w/tmobile. Unfortunately though most of us don’t get the good CS anymore. Trust me I’d move mountains and kill you with kindness if I could get a good CSR like you seem to be…but all I get are overseas people who can’t understand me nor can I understand them and I spend more time trying to get them to understand my tech issue.  Not only that but I do have an issue with a company (and by this I mean LG and Tmobile) having a phone out there that has a known issue of randomly sleep screening and not coming out of it w/o removing the battery…There are people that have exchanged these phones 5+ times and still have the same issue..Tmobile should pull it and LG should fix their crap phone. These are things that in the past I did have a great CSR that would help me out as long as it took to straighten out the issue. Now a days thats not the case. I will say the last time when they actually did transfer me to an American person the call ended so much better. She understood me right away she found that this was a well known and documented issue and gave me things to try. The other India rep took almost an hour and still would come back asking what my problem was after 7 times of being placed on hold and 7 times repeating the issue.

        • Geocrosby

          Had the same 7 transfer experience

        • Jeff

           I’m sure its infuriating dealing with pissed off customers, I can definitely appreciate that. And I’m also sure your quite good at your job, and probably one of those agents that I sigh with relief when finally connected to after 34342 transfers by previous representatives. On behalf of all TMobile customers, thank you! The problem is, that by the time one of us is finally connected to someone who is knowledgeable, polite, understandable, and ready to help we’re already angry because the agents we have previously spoken to have been overall very unhelpful and, excuse the language, complete idiots. Maybe if more CS agents like you existed, there wouldn’t be so many of us complaining on these threads.

    • Geocrosby

      Look Man Tmobile is having BIG customer service issues and you know it….everybody knows it. The whole industry knows it. Ive been a LONG time customer and I know it. The policies they have now are crippling any abilitie to provide customer service. Only a Fool would think that ALL companies are the same. my wife has Verizon and trust me they are VERY different. We Have both been thrilled with thier service.  I love TMOBILE plans but at this this point they are no longer worth it.

      BTW TMOBILE makes PLENTY of mistakes trust me, but thier current rules will not allow reps to fix them.

    • Jeff

       ”No one sits at the company and adds charges to your bill.”

      Really?

      That’s funny. I just got off the phone with customer service after 3 hours of back and forth discussion as to why my bill this month exceeded $300. Guess what? There was a random $150 ‘Foreign Currency Exchange Fee’ tacked onto my account. Please, go ahead and ask me if I have anything aside from American $$$ in my bank account.

  • Swindled!!

    Been with tmobile for almost ten years now. Never had a problem with phone service, and customer service “was” always good so I saw no reason to leave. I bought a new phone last month and things have changed for the worse. The phone works great, but they changed my plan without my permission. in trying to change my plan back, they charged my account $438.00!  Trying to work with them is next to impossible now. All service reps have a heavy accent and just keep talking without saying anything. There is no hope for a supervisor, it’s just a long hold until the rep comes back and says they couldn’t find one. It feels like these people are sitting in a closet somewhere and have no actual knowledge on providing support. They just keep re-reading the same information on the bill. I already know the bill amount, I’m calling for help, and there is none to be had. I have to keep calling back until I get someone who speaks clearly, and even when I’m lucky enough to get one on the line, they still have no ability to help, or even explain how this happened. I don’t know how they can change my plan without my consent or authorization, and unfortunately, they don’t seem to know the answer either. The one thing they do know how to do is add huge charges to your account with no explanation or hope of removal. This feels downright criminal and I am considering taking legal action against the company. Tmobile service has taken a turn for the worse, and I will be switching providers as soon as possible.

    • Geocrosby

      Same thing happened to me LOL

    • Pitchingmachineforsale

      Right there with you. For Christmas, my wife got me a Tablet from these morons. We returned it, as I did not want the T Mobile product. This was returned well within the 14 day time period for full refund and no contract.

      A few weeks go by and no refund into the account. Call Customer Service only to find out hat if I had not called they NEVER would hav begun the refund process. This, plain and simply, is theft.

      On top of that, two weeks later, they decide to withdraw money from my bank account for a service that is not being provided. After 11 transfers, I finally get someone to agree with me and a refund will be granted.

      I have sent blast emails to any email I could find on the Internet. Calls from Corporate are just as useless as customer service.

      I have sinc exiled complaints with the Florida Attorney general, my Congresswoman and my Senators. I have also filed complaints with the BBB.

      It is my plan to follow thru and accuse these people of theft. Had I not been watching my account, this would have happened month after month.

      This company is horrible. I hope and pray they go bankrupt, so I can get out of a contract with the phone lines I have with them,

  • Cmsteph

    I’m not going to complain about contracts or additional charges…however I will say Tmobile was the one company I always praised to all my friends for their CS…however these days it is very aggravating for both parties (customers and the CS reps) I can’t understand them and with all due respect to them they really can’t understand me or my issue. It’s not fair for anyone involved. However having defended their side I will say again it’s very aggravating to try to get any information or tech support. As for someone that said you can demand a US rep..I have done that 4 times I’ve called. The last time I will say that they finally did give me a US rep but the other 3 times the call center did not. I would say I’m not going to blame Tmobile for that…but as a company paying a call center for outsourcing it is Tmobiles responsibility to make sure that they are doing quality work and they are doing as is asked of them. If that call center isn’t sending people to US reps as they have demanded then I say Tmobile needs to take care of that. Just because they’ve outsourced overseas doesn’t mean they somehow are no longer responsible for the quality…

  • Jms634

    yes, they suck.  I dropped them and now can’t pay my bill……

  • Buffyluvrr

    Could not agree with you more, Smsteph. As much as I would like to work with the foreign customer service representatives, it just comes down to basic communication problems due to the language barrier. I’m not sure when these companies will get it. Also, I’m getting spammed on a weekly basis by T-Mobile to my non-contract account. I guess selling my name/# to companies is how they are now adding to their profit margin.
    p.s. I know for a FACT that it is T-Mobile as I have given no one my cell number.

  • SVR

    Tmobile customer service reps are NOT indians, they are Indonesians and phillippinos.

  • Pahrumploon

    Tmobil SUCKS today, it SUCKED yesterday AND IT WILL SUCK TOMORROW!!! I was tricked into a two year contract, WHEN I TOLD THEM I DID NOT WANT ON CONTRACT because WHY??? Tmobil sucks! I had a SUPERVISOR tell me that “It is unfortunate this has happened, yes you were DECIEVED BY OUR REP & HE WILL BE DEALT WITH, but once your on contract, we can-not take you off. It IS IMPOSSIBLE!” FREAKING LIARS! ANYONE who uses Tmobil as thier carrier, after reading MILLIONS OF COMPLAINTS FROM TMOBIL CUSTOMERS, is nothing less than a MORON and JUST ASKING TO BE SCREWED!!!! Go ahead, type in your search bar, “Tmobil sucks, Tmobil screwed me, tmobil decieved me, Tmobil ripped me off, Tmobil tricked me, ETC.!!! Add one of your own! You will see why TMOBIL IS THE ABSOLUTE WORSE CARRIER ON THE PLANET!!!!!!!!!! THEY LIE, DECIEVE, USE TRICKERY, THE REPS ARE TRAINED TO “GET THAT ACCOUNT REGARDLESS OF HOW YOU DO IT!!!!” I KNOW THIS FIRST HAND! I AM ONE OF THOSE MORONS! I have been with tmobile 17 years. Did I learn after the 1st time I was Decieved? NO! NOR DID I LEARN AFTER THE 2ND, 3RD, 4TH, 5TH, 19TH, 50TH, 100,S & 100′S of times, OVER & OVER AGAIN I KEPT TURNING AROUND AND BENDING OVER SO TMOBIL COULD REAM ME AGAIN & AGAIN, AND IT DIDN’T FEEL THE LEAST BIT GOOD EITHER! TAKE IT FROM A FREAKING MORON!!!! DROP TMOBIL LIKE A __CKING HOT POTATO WHILE YOU STILL CAN!
                                                                     

                                                                       SINCERELY SUBMITTED TO PROBABLE
                                                                       INNOCENT, UNKNOWING TMOBIL CLIENTS
                                                                       WHOM WILL BE REAMED THE SAME WAY I HAVE
                                                                       BEEN BEING REAMED FOR MANY YEARS!

    • http://tmonews.com David

      What Tmobil? I know a T-Mobile, but not a Tmobil. What is this Tmobile you speak of?

  • PJM

    Drewrabinski’s comments have merit but he must realize that people have already reached a breaking point of frustration by the time they make the call. There are good and bad CSR’s and I’m certain he is one of the few good reps who remain. Unfortunately, Drewrabinski, you are a rapidly vanishing breed! You cannot defend a company that creates a situation where the customer has no recourse to resolve a valid issue. CSR’s with TMobile are prohibited to provide contact information for customers who receive poor customer service or have a problem that exceeds a CSR’s scope of authority. So I ask you, what do you think that will do to the end user’s frustration level? It will not reduce it. You are completely right when you state that nobody should ever shovel out abuse nor should you tolerate receiving it simply because someone wants to behave in a childish manner. That said, TMobile has gotten very bad in recent years. I must confess that I was extremely frustrated by making repeated calls because of poor service only to repeatedly hear how they were rated #1 by JD Powers. At least they cannot say that any longer.

  • Kindrlmg

    So I went through and read a lot of these posts and it appears most people have the same complaints in regards to tmobile.  Now I’m not new to the phone contracts but I do know what I want and what I don’t want and I’m pretty good about being clear.  I have 4 phone lines and planned on cancelling one of them off.   Last year my daughter wanted a new phone and she was eligible for a upgrade so I called and got an english speaking woman who was nice enough.  I explained what I wanted and ordered the phone that I wanted for my daughter.  The CSR said that my current rate plan appeared to be out dated and she believed that she could update it and save me money.  I told her I would be interested as long as it did not change the contract on my son’s phone and she assured me it would not.  I completed my transactions went through the steps required to which I repeated several times this would not alter the contract on my son’s line and was repeatedly assured it would not.  About a week later I was online checking my account and saw my bill showed I was going to owe over $800.00 and considering the phone I purchased for my daughter was an upgrade I knew something was wrong.  When I called back the person I got explained whoever had made the changes to my account forgot to add texting to it and that’s why the bill was so high and he could easily fix it.  I thanked him but again told him to ensure whatever he did would not effect the contract dates on my son’s phone and he assured me they would not.  I’d also like to mention that I inquired and had verified during each conversation that his contract would terminate May 2012.  In Dec my son broke his phone and I was considering getting him another one which I knew would extend his contract even though I had previously been adamant about not extending it so I called tmobile to see what kind of deal I could get on the phone he wanted.  The person I spoke to stated that yes he was eligible for an upgrade but his contract was not up until Oct 2013 that when I upgraded my daughters phone and changed the plan it renewed the contracts on all 4 phones.  I told the guy that I had been very clear about not wanting to do that and he stated I agreed to it.  Apparently when they transfer to that other person and you think  you’re just renewing the line you’re calling about it can be for all lines and there is nothing you can do about it.  Since it’s not actually something in writing for you to read and physically see to make sense of you’re just screwed because it’s as binding as a written contract.  I was told I could write to them to dispute it and they would re-consider the extension of the contract on that line which I did.  Big surprise they denied it.  I’ve been a tmobile customer for about 10 years and my son would have probably stayed with them as well just on his own contract but now since they allowed this to happen they have for sure lost me and all 4 lines and I make sure every person I know understands that they are a pretty shady company. And if they have any doubts I point them to websites just like this so they can read for themselves.

  • Yorker100

    T-Mobile is terrible the customer service is useless. Beware they will try to hit you with a 2yr contract if you make any changes to your service. If you manage your account online and add any additional service Mobile Web, Change in Minutes, etc. This company is totally unethical.

    • Lazzer34645

      yes i did 2 yr and they aree buttfuking me as we speak!!!!

      • T-Mobile

        How did you get anal sex added into your contract ?

  • unhappy t mobile bill payor

    t mobile cuss. care demands you to forcibly change account code to acess your account but does not accept code change as complied with new rules. having great difficulty talking to right person through 611 MESS……..  then find the 24 hour number is outside of business hours and is closed….. silly me trying to just pay my bill before due date…. need a revamp of customer care or I need to pay my bill somewhere else….. unhappy t mobile looking for better customer ease of access or a real person to talk to….  employees…. is your whole bussiness…

  • t mobile problems? my t mobile

    I should have read other peoples comments before renewing my contract….

  • Disappointed about tmobile

    T-MOBILE Stole my Money and I didn’t use the service.
    I purchased a non-contract SIM card and they put it in my iPhone. 
    I walked out of the store with a non-working service but was told to go home and my phone would reset and it would work after 30 minutes. 
    I returned the next day and explained it never worked. They sent me to a 3rd party store to have my phone checked. That 3rd party would charge me $80 to add a software then MAYBE it might work. 

    I opted not to pay extra $80 and return the un-used SIM and go elsewhere. 
    That’s when all hell broke loose…

    They refused to return my money even though I never used the service.
    How do you keep a customer’s money who has not used your product or service. 

    I have a heavy twitter and facebook account – this will not go unnoticed!

  • BadBusiness

    I spoke w/ T-mobile about canceling my web stick back in December and endured plenty of BS offers to stay — after refusing them all, they said my service would be cancelled (my contract was up so no termination fee).  I just checked and I am still being charged.  Here’s the kicker – after calling to complain the only thing they said they could do was cancel it on the 24th of this month (i was initially told 12/24) because there was no note in my account about the cancellation BUT THAT IF I WANTED TO STAY THEY WOULD GIVE ME [BLAH BLAH BLAH] because they wanted my business — the same crap speech I heard back in December.  I told the woman that if they wanted my business they would cancel it as of december – when she refused, I just lost it and cancelled everything else w/ them.  I’ll pay the $200 termination fee – but will NOT do business with a company that acts like that.  

  • Nocontact

    Part of this change is that when the automated system does not comprehend what you want, it says “I’m going to end this call now” and hangs up on you.