I have been a long and dedicated customer of T-Mobile for quite a while. Recently, I have been noticing that T-Mobile has overcharging me on my phone bills every month. For the past 4-5 months, I have to take time out of my busy schedule to call T-Mobile to have them manually adjust the charges on my phone bills. Each time I call in they would transfer me back and forth to multiple departments and representatives numerous times before someone can actually help me fix the problem on my bills. In addition to the multiple times I have been transferred, they put me on hold for a long time at least 15 minutes or longer each time they have to transfer me to a new representative.
Earlier this week, when I called in to ask about the overcharges on my bill, the representative who was the 5th or 6th person to help me out told me I am not the same person on the bill nor am I the authorized user on the account when I have spelled and pronounced my name to her slowly and clearly at least 3 times. She told me that she cannot talk to me anymore because I'm not the primary account holder nor am I the authorized user. I informed her that I have been an authorized user on the account ever since my family and I have been a customer with T-Mobile. Then, she checked our account again and said "Oh gee, you'[re right...Your name is authorized on here." This took a good 5-10 minutes which was totally unnecessary if she has read the notes correctly because the other 4-5 people I have talked to before her has been aware of who I am and was able to discuss my account with me, but told me I need to talk to the "right department who will handle" my case. Altogether, this has taken such a long time to get a simple problem fixed and I was already very agitated. I asked this particular customer service representative to simply transfer me to her supervisor because I did not want to waste another minute of my busy schedule to deal with this simple matter. She put me on hold for 10-15 minutes and took me off hold to tell me that her supervisor will be with me shortly. I waited for another 10-15 minutes and still no sign of her supervisor. At this time, my phone chose to lose reception (which happens a lot due to the area I live in) and I did not received any phone calls from the customer service representative or her supervisor.
Has any of this ever happened to any other T-Mobile customers?
I thought T-Mobile had superior customer service skills as compared to AT&T. That is one of the reasons as to why I chose to switch from AT&T to T-Mobile in the first place. However, I am sadly mistaken and has misconstrued about this company. Now, I don't know if I would want to stay with this company after my contract expires.