What T-Mobile did:
In August I went into one of their stores in grand junction co to open an account, I didn’t have enough money to open my account so I told the associate to cancel my account and I’ll be back to open it when I got the rest of the money I needed, the associate opened my account anyways and it was open for 4 days before I went back to open my account and purchase my phone, I paid for service for 4 days I didn’t have a phone for. The phone I had gotten didn’t work properly, I would receive texts messages hours after it was sent to me, I wasn’t receiving my phone calls, never got notifications I had any voicemails, my mobile hot spot worked only when it wanted to or not at all, my mobile data barley worked. Customer service filed a warranty claim and replaced my phone for me, they said there was a $5 processing fee that would be put on my bill and they would ship my phone to one there store where I can pick it up, when I got to the store and walked in u can feel the tension from the employees there, when I told them why I was there the manger of the store rolled her eyes and said her phone is locked in the safe, when they brought my new phone out of the safe they looked at my old phone saw it had a cracked screen and I explained to them that my daughter dropped my phone that morning causing the screen to crack, they had absolutely no issue completing the claim and told me I owed them $5 to get it from them, I told them what customer service told me about the $5 being put on my bill and they said they can’t do anything to help me I had no choice but to pay the $5 if I wanted my phone. I left and called customer service and told them what happened and that representative told me that I had to pay the $5 and when the $5 is processed I would be reimbursed the $5 and he will add and extra $45 to my account for the troubles I had at that store. I went back the next day with the $5 to get my phone, back to the store I went the day before and when I walked in I got the same tension feeling from the employees that I did the day before. The employee that helped me that day went and got the phone but when she put the condition of my phone on the warranty claim she stated my screen was completely shattered and didn’t work and told me the claim couldn’t be processed when I told her it went through the prior day but I didn’t have the $5 with me that’s why I was back to get it that day she said there wasn’t anything she could do to go replace my broken screen and come back if I wanted my new phone. I called customer service again and told them that the people who work at their stores are rude, what the situation with me getting my replacement phone was and that I’m not going back to that store again. The customer service representative said she was have my phone shipped to my mailing address, she would personally take care of the $5 fee, the $50 I was promised turned into $85 that would be put straight into my debit account for all my troubles, she added money to my T-Mobile account to help lower my bill. I talked to 2 different supervisors on 2 separate days about everything I’ve been through since getting service with them and both supervisors said they would expedite the approval for the cash to be deposited to my debit card, expedite credits to my account, and would start an open investigation on both stores I went to and was treated badly and who opened my account after I told them not to, the last supervisors I talked to promised me the $85 into my debit account with the money being deposited in 3-5 business days, I never received the money in my debit account, she put $135 on my T-Mobile account and told me she would add more for my troubles, I got the $135 on my account and not the extra credits she promised, I explained to her that I am unhappy with my current phone and wanted a different phone cause originally I wanted a Samsung but the associate talked me into getting the Revvel v plus 5 g, the supervisor apologized for that and promised me to waive the fees to upgrade my phone so I would be able to get the Samsung phone I wanted. The most recent call I made to customer was this past week because my phones data and all apps stopped working, my passwords on all my apps wouldn’t work, I could update any apps cause the phone said I had no space, on my phone I checked my micro SD cards storage and the phone said it was corrupted, this is the second micro SD card I’ve had to replace that ended up saying it was corrupted and I lost over 14,000 pictures, videos and memories of my 5 kids, my dead brother and grandma that I don’t have any other copies of and can’t replace, now my oldest child is 19 so it’s a lot of memories I can’t replace I asked for reimbursement on the SD cards cause one was a 64 gig that I paid $25 for and the other one was a 16 gig that I paid $10 for, I told them about what the supervisor said about my phone being upgraded and he said that he would file a claim for the reimbursement of the SD cards and looked at the notes in my account and told me that the supervisor who I last spoke to if she did state I could upgrade my phone and she would waive the fees and upgrade it for free she didn’t put any notes on my account about it, he said he personally talked to her and she admitted that she told me that. He said he would call me back within 24 or 48 hrs personally to give me an update on getting my phone upgraded, the reimbursement, the money that was suppose to be out in my debit account and I haven’t heard back from them at all. I did call TMobile back that very same day about my phone cause again I couldn’t access my apps, my data wasn’t working, I ended up having to factory reset my phone and ended up being locked out of my main Google account, I told them again what I was promised by the supervisor and that customer service representative said he could give me a Samsung phone but I have to open a second line in order to get it for free and pay $100 a month and I could keep my current phone. I told him why would I need a second line for only me and pay more than what I’m paying now, no I want what the supervisor promised me, he kept repeating himself about the second line and I told him I was at my wits end with them and that I wanted their corporate number he gave me an 800 number but it was a different number to customer service not to corporate and that’s where I’m at now here filing this claim.
I’d say $500 for my SD cards, money that was suppose to be put on my debit card, the cost to upgrade to a new phone and the price for the phone I want. But how do I put a price tag on all the pictures, videos and memories I lost and can’t replace because their phone corrupted my SD cards, also because of the stress of fighting with them and the emotional stress it caused me and made me have a panic attack that caused me to have a seizure, how do I put a price tag on that. I would settle for $1500.00 or more, with $500 being for what they owe me and promised me and $1000.00 for the emotional distress they caused me and I’ll let TMobile offer me an amount for all the memories I’ve lost due to their phone cause I can’t put a price tag on the stuff that means the most to me and can’t replace
Submitted by: Anonymous T-Mobile customer in Grand Junction | Read more T-Mobile complaints
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