- Report: #1513283
Complaint Review: T-Mobile -
Reported By:
ZebraTalk -
Los Angeles, CA, United States
Submitted:
Updated:
-
Author Confirmed
Why?
T-Mobile
United States
Web:
https://www.t-mobile.com/
Categories:
Business Rating:
(0)
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T-Mobile T-Mobile self named "experts" asks unhappy customer if they need to speak to a psychiatrist.
I get a text message from T-Mobile that someone from my household is calling internationally to four different African countries. Even as I insist there is no way or reason for anyone in my household to call any African country, let alone the four that were mentioned. That is when the representative began to insist that someone from my house is calling African countries. Even as far as I disagree, that agent responded, "so you say".
These two calls went on for at least an hour plus. I have condensed the events to make this report as brief as possible.
The agent agrees to reverse most of the charges, except a percentage of the international fees. The representative refuses to reverse those charges because she continues to insist that there is no way those charges can be there unless someone in my household made those calls. I am not buying it so she switches me over to speak to a tech guy in the Philippines. This young man was very professional, apologetic of the other agent. He says he will reverse all charges and block all outgoing international calls from two of my T-Mobile lines.
After that call, I called back because I didn't see any reversal of charges on my account. This agent ask for some time to look into the issue I was having. I know how this goes. I was sure she was referring to the first agent's notes. When she came back on the line, her attitude was different. More combative and insistent that we had made those calls to those four African countries. She began to argue while saying she didn't want to argue with me. Finally, I had had enough of all the insults and innuendoes that I was putting words in her mouth, that I am not an expert but she is. After a slue of all kinds of dog-whistle terminology directed at me. I told her to do what she said she was going to do and end the call. This frustrated her even more. I repeated what I said, she said a few very unprofessional things and ended the call.
After having two American T-Mobile agents suggest that I was lying and just wanted to argue. I feel totally unappreciated as a T-Mobile customer. I do not feel like a valued customer. Not at all!
In fact, my wife is suspicious of T-Mobile's motives. She went as far as to speculate that maybe T-Mobile is making money off of its customers without the customer being aware of such charges as most of us are not going to be calling Sudan, Kenya, and other such well-known scamming locations. No more than 30 minutes after dealing with the T-Mobile agents, my daughter received a spam call from Sudan.
2 Updates & Rebuttals
Zebra
Los Angeles,California,
United States
Bad Customer Service
#2Author of original report
Tue, November 02, 2021
I condensed the two calls because I am not going to write a book about what happened yesterday. There was an hour of talking and waiting. As for my wife's speculations...We are not thieves. We don't have the mind of thieves. What I will suggest is that a good thief does not think like good people. Banks have been stealing from their customers from their beginnings. The government is always going after some bank for stealing.
Banks send you notices of false charges. They get caught when they try to hide all charges. When it comes to how many lines I have and why I didn't block all of them may lead to my personal business. My complaints about T-Mobile are meant to send up a red flag, no matter how small or how alarming. I want people to watch them, and to complain when so-called experts mistreat customers that always pay on time for the past seven years I have had this account.
Poor customer service should never be tolerated. Suggesting I may need a psychiatrist, making comments like "so you say", and others, is not professionalism at any level.
Robert
Irvine,California,
United States
Condensed?
#3Consumer Comment
Tue, November 02, 2021
You condensed your report so much you left out the part where they said you needed a psychiatrist. If your wife's theory is right and they are just doing this to make money, why would they be sending you a text message about these calls? Wouldn't they be doing everything to hide the charges and just hope you don't notice?
You don't say how many phones you have, but if you have more than 2 lines, why do you appear to be okay with them blocking International numbers from only 2 of your lines? Did T-Mobile ever give you a list of when and from what specific phone they were made? Did you search the history of ALL of your phones logs to see if you see any outgoing calls to African numbers? Did you verify that there are not any "extra" devices on your account that you were not aware of?
The agent agrees to reverse most of the charges, except a percentage of the international fees. - What was the exact amount that they reversed, and what specific amount did they not reverse? No more than 30 minutes after dealing with the T-Mobile agents, my daughter received a spam call from Sudan. - Did you ever ask your daughter if she had received spam text like that before and did she ever (even accidently) call those numbers? Perhaps T-Mobile was right...
