T-Mobile Declares Customer Support Bankruptcy

THIS IS MY LETTER TO T-MOBILE….THEY ARE A JOKE

I have faced an extremely frustrating scenario over the past four months when dealing with your company. Last November I enrolled in the “My Faves” plan during the Fly-Away Promotion. There were some qualifying stipulations, which I adhered to the letter, proficiently and punctually. I obviously was qualified, and expected my travel voucher in March, when they were being disbursed. However March ended and I had received nothing. Although my peers who also enrolled in the promotion, had already received theirs. I made my first call to your customer service department, only to receive zero help and was referred to TLC. I contacted TLC, only to be told that my name had not been on the appropriate list, and that no voucher had been sent. They referred me back to T-Mobile customer service. This went on a number of times over the next two months. In May I started another batch of phone calls. This time I was actually put through to what I was told was the correct department. TLC had instructed me to contact T-Mobile business services to have them resubmit a new qualifying list with my name on it. I was told, by a member of management that the matter would be handled and he would contact me within a few days with an update. I received no phone call. When I called back, I was told that I would receive an email with an update. I received no email. All the while, I’ve been told on a dozen occasions that I was qualified and should have received my voucher, and there was no explanation why I wasn’t on the original list. Now completely frustrated, and having devoted hours of my time into making phone calls to TLC and T-Mobile business services and customer care, I decided to give it a few more weeks. I had hoped that someone would do their job and that I would finally receive my voucher. I assumed wrong, as again a month later I was forced to start making a parade of phone calls again, hoping to find out exactly what the problem was. Once again I got transferred and referred to numerous numbers, never be allowed to speak with a member of management. No one gave me any information, and TLC stated that I would not receive a voucher without clearance from T-Mobile, though I’d already been told that they should have been contacted on multiple occasions. So basically I’m being lied to, having my time consistently wasted, and still lack what I should have received months earlier. In July I started calling again. This time finally I’m told that my voucher will be mailed to me within seven days. Two weeks later I hadn’t received a thing. A call back to TLC and I’m told that nothing was sent and there is no record of this request. They told me that it would be resubmitted and that the voucher would be mailed to me within 3 weeks. Today is August 25th, a full month later and I’ve received nothing. I called once again to talk to TLC and was told that they don’t know why it hadn’t been sent, and that it would be resubmitted and to wait another month. Really, another month? I asked to speak to a manager or someone who could explain the situation, but was told that there is no one that I could talk to. So you don’t have managers? What kind of a business are you running? The voucher is only good for a year, and I’ve been waiting more than six months, so basically by the time I get it, it will be void. This is absolutely ridiculous.

So why have I had to go through this long process? Why have I had to waste hours of my time fighting for something that I was guaranteed, and still haven’t received after six months? There have been a number of instances over the past few months where I could have used that voucher, but instead had to pay out of pocket for air fair, or skip the trip all together. This pointless and pathetic scenario caused by your company has cost me quite a bit of money in time and resources. I’m appalled at the lack of professionalism and organization. I’m disgusted with the blatant insincerity, disrespect and false statements. I’ve been dragged along for five months, being told time after time different things, and being offered false promises.

I would like some resolution; first, in the form of finally receiving my voucher as promised. I refuse to wait any longer. I have been nothing but considerate, professional and patient, but this is pathetic. I also expect some resolution in the form of compensation for my time, troubles, and your faulty business practices. The way I see it, this is false advertising and some form of scam. I gave you my business and handled myself every step of the way, so why hasn’t T-Mobile and TLC done the same?

I also mailed a complaint a month ago and haven’t received any correspondence, yet you expect me to honor my contract and pay my bill? While I’m ignored and treated with an utter disregard?

I fully expect prompt correspondence concerning these issues, and would like this situation resolved immediately. At this point I’ve been through so much that I’m confident I will not be a customer of T-Mobile after my contract is over. I will also advise family members and friends to avoid your services, and fully explain the plight that I’ve faced at your hands.

This will be brief: It took a day and a half to sign on. Poorly trained personnel, different stories, blah, blah, blah… Horrible experience. Wore out one battery charge!

Where did you find there actual email address for support/complaints?
I just wrote a letter but there web page based email contact says I exceeded the limit on characters?

Is there any way to contact them directly?