HELP T Mobile is Fed up

D

Doobey

New member
im am a flex pay customer with 2 lines i clicked add a line online . it let me add another line to my famliy plan and i paid my fees for the monthly service . i recieved the free phone today from UPS . Now they tell me that i didnt pay anything and that the phone is not free and i cant add it to my plan . Why did they ship me a phone do they just mail out random phones and hope people pay for them? Customer servive was very rude to my wife and just told her to email the president .
 
Sounds like you've got an issue with them. I hope you saved your communications, etc. with them. Why did they allow it if they're going to back out on the deal? Good luck.
 
You should call back and get a different rep to talk to, or ask for a supervisor. Be nice even though you don't want to be. If you still can't resolve it, then tell the rep you are going to send back the phone and want anything that you spent credited back to your account. Hopefully you won't have to do this. TMO c/s is usually great. Maybe not the ones in the flex pay department.
 
I've found even the flex pay CS reps are good. I've been please with them. I haven't called them since the economy went in the dumper but T-mo has always seemed above average in CS to me.
 
tried again they said now they can add it but it will be a pay as ya go no contract and cant put it on the family plan has to be a seprate line . im not paying 30+ a month for my kid a phone . if they cant figure it out i guess ill just keep the phone for a backup :lol:
 
My kids have pay as you go phones, but I don't pay $30.00 a month. I pay as ya go.. That's maybe $10.00 every 3 months, but theirs is just for emergencies.
 
You can always get prepaid service for you "kid" till the he/she can do enough odd jobs to foot their own bill...

(I put kid in "" cuz I'm not sure how old the lil one is...)

That being said, I'm sure if you try calling them again and ask the rep to look for a resolution, they may be able to suggest a different option that is more viable...

Take care...
~via smartphone mobile.rabroad.com~
 
he has a prepaid virgin mobile i just wanted to add him to the family plan since online it said it was only 9.99 and got a free phone . my wife emailed the prez lets see how this goes
 
I just got my upgrade handset and went through the exact same thing. The guy took my card info, processed the payment and confirmed shipping (got a order number). Two days later my account was suspended (flex pay) so I called and they told me that the payment to ship the phone wasn't made. It took me over 3hours to get my service turned back on and I had to call numerous times.

They told me that they would research where the payment was, even though it showed up on my end. I am still waiting to hear from that department and that was a week ago. They said that it would take a "few days" for them to call and let me know what was going on.

Tmo's customer service has gone way south. But just know that you aren't the only one that they have done that too in the last couple months. I have a friend that has been with them for years on a business account and they took her for a ride as well.
 
So far it looks like everything is good to go (knocks on wood). My account balance is what it should be and I have the phone. The minute it showed up at my door I called to have them activate it with me, so they knew that I got it. I again asked about the situation and the rep told me, "we wouldn't have shipped it unless you paid for it".

I'm not holding my breath on a call back from the specific department. I'm just keeping an eye on the account about twice a week.
 
Wow... I'm amazed to see so many posts about tmobile's customer service going south...

A thought just came to mind, maybe they have upgraded their management softwares somewhere at the back end, and the new one may still have glitches...

But that still doesn't explain the vwry rude rep saying "call the prez"

Maybe due to the recession they're hiring for less and therefore getting a lower quality of workforce... Tisk tisk... Or maybe they cut back on customer support reps training programs...

Either way, I hope they can pull themselves back up to mark before they get branded as "SPRINT"...
~via smartphone mobile.rabroad.com~
 
hhhmmm thats intresting since on flexpay annual contract you are only allowed 2 lines the additional 3 lines can be put on a flexpay no contract. Usually when approved for a flexpay you have to goto the store to activate due to these types of problems. I cant say I believe to much that a email to the president would change anything about how many lines you can have on your flexpay family plan. I would think that it is not gonna do anything but confuse any customer service rep that every has to get into the acct.
 
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