T-Mobile worse experience of customer service I have ever experienced.

trinidadone

Hi All,

I had a terrible experience from a customer service manager on the phone from T-Mobile which I wanted to share with others.

I have currently written to T-Mobile, and disappointingly have not received a response, so now I have escalated my complaint. I expect high levels of customer service, and clearly I did not get it. I apologise for the lengthy letter below. I have blocked out the actual names of the staff I spoke to on the phone. I welcome your thoughts, good and bad



Complaints Investigation
T-Mobile
6 Camberwell Way
Sunderland
Tyne and Wear
SR3 3XN

Dear Sirs,

Re: complaint against a conduct of a member of staff.

I would like to complain regarding the appalling conduct and service from an employee of T-Mobile.

On Sunday 6th October 2013 at 10am I checked my balance of my account with T-Mobile by texting Bal to 150. The response text message informed me, current charges on my account are £4.37 (excluding line rental, VAT and any further unprocessed charges).

I was a bit perplex with this information, as my current T-Mobile telephone package includes unlimited text messages, unlimited UK mobiles, unlimited voicemail and unlimited minutes to landlines.

Confused, I made a telephone call to T-mobile 150 customer services.

Here, I navigated the long winded automatic menu as follows:

“Welcome to T-Mobile.

Press one for mobile phone enquires,

press two for home broadband enquires”

I pressed option one, where I was presented with four more options as follows:

“for billing allowance enquires and payment, press one,

for upgrades, to leave T-Mobile, to add a new line or to provide a Pac code, press two,

account enquires press three,
to buy boosters, clone phone enquiries, tablets, to change price planes and technical support, press four.

There was no option to speak to someone from T-Mobile, so I pressed option one again.

I am then provided with a third tier of automatic options. These include:

Press one for queries on my account

press two to make a payment”.

I pressed option one, and was presented for the fourth time, an array of options to chose from. This included the following:

Press one to hear how much I have used since my last bill?

Press two how much minutes and text allowance I have left.

Press three to hear details of my last bill and payment details with the option to speak to someone.

I press option three from my handset and receive information I do not need, regarding details of my last payment and bill details.

Once I have been provided with information unrelated to my telephone call, I am then reminded I can get this information by sending a text message to 150 or signing into to My T-Mobile.

After this message, I am expecting to finally be connected to a member of staff, but I am disappointed, this does not happen. Instead i am presented with even more automatic options. At this point, this is the fifth time I am presented with options. I feel deeply frustrated as all I want to do is talk to a human being in T-Mobile. The following options I now am presented with are:

Press one to repeat the billing information

Press two to hear inclusive minutes left within your package.

Press three to hear how much minutes and text used since your last bill

Press four to pay your bill.

Press five to discuss your bill with someone from our team.

Press six for anything else.

I pressed five, after spending several frustrating minutes hearing all these options. Once again I am not connected to a customer Service Representative, but presented with another information message which says:

“Did you know, you can get a rundown of your bill by logging onto my t-mobile or texting bill to 150”

Frustrated with the endless pressing of options, and information unrelated to my telephone call, I feel deeply frustrated, for a communication company, it is very difficult to speak to someone within the company.

For the second occasion I am still not connected to a Customer Service representative, but I am provided on a sixth occasion of even more options to choose from. These include:

“I now need to find out which type of phone you are using”

Press one for a I phone
Press two for a blackberry phone
Press three for a Android phone
Press four for a windows phone
Press five if none of these or unsure.

I pressed five as all I wanted to do is speak to someone from the company.

I found getting to this point so frustrating. T-Mobile seem to make it almost impossible to allow their customers to talk to someone within the company.
After a few minutes of waiting and hearing various messages to inform me, I am in a queue, I finally speak to a CSR named J.

After completing the security questions, I informed J I discovered today, there was a charge on my T-Mobile account which I had discovered through a text message, and enquired what that charge was.

J informed me this related to a premium / international telephone call being made several days ago. I informed J I had not made this telephone call, and J informed me I must of. I told J I had a block on all premium and internal calls on my T-Mobile account. J checked my t-mobile account, and confirmed this block was in place. I informed J, if I had a block on all international and premium calls, how can the telephone call in question be made from my T-Mobile account.

J informed me the block was not full proof and told me someone had telephoned this number from my handset. I told J no one has access to my handset, as it is always with me. I asked J more information about the number. J informed me it was a scam number and provided me with the number.

I informed J I had telephoned T-Mobile customer services a few days ago regarding this number, as I had received a missed call from this telephone number. In my last call to T-Mobile, I instructed T-Mobile to block all incoming and outgoing telephone calls to this number.

J appeared to provide no help after this, so I informed him I would like to escalate my enquiry to a manager. J asked why and I informed J i did not make this telephone call and felt more can be addressed by the mobile telephone company.

My telephone call was then placed on hold. Several minutes later, J returned back to the telephone call and informed me he would refund me the small charge. I thanked him, but I informed him i wanted to speak to a manager as I did not want to be in this position again. I also wanted to make sure the refund had been placed on my mobile account.

I was placed on hold for several minutes for a second occasion. J returned back to the telephone call again and informed me he would be transferring my telephone call to a manager. I enquired of the name of this manager, and I was told, his name was "G".

During this part of the conversation I felt very frustrated. I had navigated six lots of automatic options in place by T-Mobile. I had also received this unexpected charge on my T-Mobile account, and I felt J could of handled the telephone call better, as I was only offered a refund once I had escalated the telephone call to a manager.

A gentle man then came onto the line. I assumed this was G. He started speaking about international barring and premium calls. I asked G to stop as It was me who requested to speak to him, and I wanted the opportunity to talk.

G surprisingly informed me that I should not interrupt him as he was speaking. I told G again i wanted to talk and reminded him I was the customer and it was me who was telephoning T-Mobile. G chose to ignore my requests, and started talking again about premium calls. I again protested with G, and pleaded with him to stop as I wanted to provide G the reason for my telephone call.

G response was “do not keep interrupting me Mr ......”. He appeared to be quite angry, which upset greatly. I was completely confused, as I had never been placed in this situation before. I had telephoned T-Mobile in good faith regarding a unknown charge on my mobile telephone account. I had been frustrated on the time and effect it had taken me to navigate the automatic options to speak to someone. I had finally been provided the opportunity to speak to a CSR, but had concerns on how that telephone call had panned out, and now I was connected to a manager who refused to allow me the opportunity to speak.

G spoke again about premium calls and barring, and I protested, informing him i was not happy a manager had come onto the phone, started speaking and chose to ignore my requests for me to have the opportunity to speak.

G informed me again in a very rude and condescending manner not to interrupt him while he was speaking. I felt i was being false to listen to someone, even though I was the customer and I was the person who had ignited the telephone call. I felt extremely bullied and abused. My understanding of T-Mobile was for the company to serve me, not the other way round, especially as I am a customer paying a monthly line rental each month.

G continued to talk, and at this point I said I wanted to speak to someone else. G eventually stopped talking and started informing me of the complaints policy. I told G I did not want this information, but I was told again not to interrupt him once again in a very rude and condescending manner.

G repeated the same information again informing me there is a two part complaints process. G informed me I had already completed the first part with J, and now I was in the second part with him. Again I was frustrated with G. I did not request information on T-mobiles complaints process, I just wanted to talk to someone in T-Mobile about my concern with this telephone number, and to make sure the refund was on my mobile telephone account. I did not feel i could freely talk with G. He simply did not want to listern to anything I had to say. He placed no emphathy or interest in the reason why I was telephoning, instead, this was G telephone call, and G was going to decide how the telephone call was going to pan out.

I again disagreed with G, and said my telephone call with J related to information at first. G responded again by repeating the two part complaints process. I told G, I did not want or request this information. I reminded G, I was the customer of T Mobile. G ignored my pleas by again, highlighting the complaints process. I felt G did deliberately not want to help me in any way. I still had not been provided the opportunity to discuss my reason for escalating my telephone call, and at this point, I informed G I wanted to speak to someone higher within T-Mobile. G informed me once more in a very condescending, patronising and obnoxious manner, I had not been listening to him. He informed me he had already told me of the complaints process. Again I found his response deeply upsetting.

I was extremely upset by the way G was talking to me, he went on to say he was there to help me in again a very condescending manner, but as I was interrupting him several times. G also informed me, I was preventing him from helping me. I told G, he was not helping me, as clearly I was not being provided the opportunity to clearly explain my reasons for telephoning.

G again said I was interrupting him. At this point it was clear this individual did not want to help in anyway. He was extremely argumentative. The telephone call seem to address his needs and what he wanted to discuss, and G had no interest in listerning to myself and clearly had a lack of professionalism and emphathy.

I informed G I wanted to complain, and G responded again in a very patronising manner by informing me, I needed to outline my complaint to him. I informed G I did not feel comfortable with that. I informed G I wanted to complain about his manner and demeana on the telephone, and therefore did not feel comfortable discussing this directly with him. G response to this, was, “there was no one else I can speak to”. I enquired if I can write in to someone, and I was told “no”. G then said there is information online.

I told G to hold on while I used my computer to find the information. Ga ignored this request, and once again went on about T-Mobiles complaints procedure. I was struggling to listen to G hold my mobile telephone, and operate the key board of my personal computer to find this information. I asked G very politely stop talking while I find this information.

G appeared to become angry with this response, and told me he would place my telephone call on hold. I did not think this was necessary, and I just wanted him to stop talking. I found T-mobiles complaints procedure.

I printed out the information. I waited on the telephone for G to return. I had no idea why he had placed my telephone call on hold. I waited ten minutes before G chose to return to the telephone call. This angered and frustrated me greatly, but I chose not to express this, as the telephone call being managed by G was already appaling. G asked me in a condescending manner, “if I wanted to be told again the complaints procedure”. He had already repeated this information several times. I could not understand why this member of staff was adopting such a unprofessional and unacceptable low form of customer service.

I told G no, as I had now found an address to write to. G informed me this information was incorrect. This again frustrated me. I asked G why t-Mobile was displaying out of date information on its website. G chose once again to inform me I need to complain to him. I had already explained my reasons to G on several occasions that I certainly did not like the poor standard of customer service I had experienced in this telephone call.

G then started babbling on about the complaints procedure yet again. At this point, I firmly instructed G to stop. G chose to ignore me, and continued speaking. I asked G for a second occasion quite firmly to “stop”.

There was no misunderstanding on what I was requesting, but G chose to ignore my requests and continued talking about the complaints procedure. I asked G for a third occasion to “Stop”.

After the third request to stop, G took offence to this request and instructed me not to interrupt him. Again G frustratingly continued speaking About the complaints process even though I had instructed him quite firmly not to. What I wanted at this point is to speak to G manager as clearly I had major issues on G professional conduct.

I once again asked G to stop again. G once more ignored my pleas and continued talking. I again requested on three more occasions for G to stop. It was at which point, G surprisingly did not stop, but now threatened to end the telephone call. He told me I needed to allow him to speak, however, I did not want this information.This was not the reason for my telephone calling, and I felt G was clearly out of control and seem not to fail all the good practice I expect for service delivery companies such as T-Mobile. This was my telephone call, in my time, and I was not prepared to receive information I did not want.

The call ended with G disconnecting the call, and which point I burst out with tears, and sobbed for a few minutes. I could not understand the experiences which had unfolded. What I experienced was not acceptable. I was clearly distressed. I did not deserve the manner inwhich an employee of T-Mobile had spoke to me in. I felt I had being emotionally abused in the telephone call. I wanted to make sure the refund had been applied to my account and query how a premium call had been made on my account. Because of G demina throughout the telephone call, I was denied the opportunity to discuss these concerns.

Instead I was spoken to throughout most of the telephone call in a very patronizing, condescending and obnoxious manner. G showed no empathy or interest in the telephone call. He adopted a very poor approach from the second the telephone call was connected to him, to when the telephone call had ended. I felt so upset with how this telephone call had panned out, I telephoned T-Mobile customer service back to complain. I felt I needed to talk to someone within the company of what I had just experienced.

After going through several options, I spoke to a CSR. This CSR appeared very different compared to J and G. I informed the CSR what unfolded, and he showed real concern and interest in what I was saying. I asked to speak to a manger, and after being placed on hold, i was told a manager would contact me back between four and six hours time. I was sobbing during this telephone call.

Several hours later a manager named "A" telephoned me back. I briefly outlined to her what had happened. A apologised for G and informed me an incident report would be sent to her manager, who inturn was expecting to send to G manager.

A again adopted a higher level of professionalism, respect and the high level of service I expect. I asked A if I could have the opportunity to listern to the recording of the telephone call. A was limited on in honouring such requests, and directly myself to contacting complaint investigations.

I have been a T-mobile customer since 1995. I have never missed a single Direct Debit payment, and my loyalty has been continues throughout. I feel extremely shocked and humiliated with the experience I have had to endure.


I would like the opportunity to discuss this more on the telephone, and I look forward to hearing from you.


Kind Regards

Mr.............

DUTR

If you really think we are going to read all of that you best think again! Summarize your sob story.

grumbler

Their CS might be the worst, but I feel sorry for them as they have to read this novel and respond to it.

I am sure nobody here is capable of of such heroism.

IMHO, complaints have to be clear, as short as possible and contain essential details only.

nearlyrich

I burst out with tears, and sobbed for a few minutes. I could not understand the experiences which had unfolded.


Pretty much how I felt reading that to be honest

sdduk

Sorry OP but if you get a repose from T-Mobile you will be very lucky the length of that

You have more chance if you get down to the nitty gritty part not going all though the in's and out's of what button's you had to press
we all know how bad they can be nearly every big company use them.

ballyblack

I waited on the telephone for G to return. I had no idea why he had placed my telephone call on hold. I waited ten minutes before G chose to return to the telephone call. This angered and frustrated me greatly, but I chose not to express this, as the telephone call being managed by G was already appaling. G asked me in a condescending manner, “if I wanted to be told again the complaints procedure”. He had already repeated this information several times. I could not understand why this member of staff was adopting such a unprofessional and unacceptable low form of customer service.

whatever the original poster is on?

i wish to avoid!

19lottie82

A grown man "sobbing" after a verbal tussle with someone in a call centre? I think you need to visit your doctor......

Mulder00

How long did it take you to listen to all the menu options and write them down? Surely there's no need in telling T-mobile what their menu options are?

You clearly have too much time on your hands...

sharp910sh

3153 words. jesus christ.

Zebrdee

trinidadone, T-Mobile are not the mobile phone company you used to know and deal with, my short answer is to go with a different one, not Orange or EE obviously.

Widelats

Well, i have screwed t mobile and EE out of many hundredsl of pounds, and i hurl their debt collector letters in the bin before i open them, if it makes you feel any better.