Conversation between T-Mobile and myself. This is wrong. If I ran my business like this would not have customers. Self Employed DJ with 20 years experience. Need resolve to this.
You have been connected to SSucgan.
Jeff Brady: Have been waiting for a supervisor to call me back since Thursday of last week.
SSucgan: Hi Jeff! I'm so sorry to hear that.
SSucgan: My name is Shane. Let me assist you with this.
SSucgan: May I know what are your concerns so I can notate this.
Jeff Brady: I was assured that they would call me back by the end of business day on Thursday. I have alot of notes on my account i just want someone to help me.
SSucgan: And fully update our supervisors.
SSucgan: I understand.
SSucgan: Thank you for the information.
Jeff Brady: I opened a chat with a rep about your new simple rate plan unlimited talk and text and 500mb of 4g internet
SSucgan: I see.
Jeff Brady: I had unlimited talk & text on 2 lines and 3rd line had other limitations all 3 lines have 200mb of internet. On Wednesday I was told i could change plan no problem and i would save some money.
SSucgan: Yes. Please go ahead.
Jeff Brady: Was told to wait two hours and reset phone. I did but when i never received a text I wondered if a change was made. So I called Thursday Morning
SSucgan: Yes. I do see here that there are notes about this. Please continue.
Jeff Brady: I was told I couldn't do it because of contract I was in. Have had alot of problems with your reps telling me one thing and another happens. I want what I was promised.
SSucgan: I do understand that. And I deeply apologize for this experience.
SSucgan: We do want you to continue being happy with our services.
SSucgan: With this Jeff, let me check here the availability of our supervisors so I can forward your concern.
SSucgan: Can you give me a moment?
Jeff Brady: Yeah
SSucgan: Thank you. One moment please.
SSucgan: Hi Jeff. Please bear with me for a while.
SSucgan: One moment please. Thank you so much.
Jeff Brady: Okay.
SSucgan: Thank you.
%Reynaldo L has entered the session.
SSucgan has left the session.
%Reynaldo L: Hi Jeff. Rey here the supervisor in charge. How are you today?
Jeff Brady: good
%Reynaldo L: I am glad to hear that.
Jeff Brady: Really wanna know why I never got a call back?
Jeff Brady: Was assured I would be called back within 2 to 24 hrs.
%Reynaldo L: I am sorry to hear that you did notrecieved a call back as promised. I will check the notes on the account why no call back was made.
Jeff Brady: Also why I was told I could make changes to new plan only to find out the next day it could not be done. I would like a resolve to this.
%Reynaldo L: I really understand. I just want to clarify the issue.
%Reynaldo L: It is about the rate plan change. I check the account and I found out that your rate plan is already under the new rate plan.
Jeff Brady: There should be notes. we have the unlimited internet w/ 500mb at 4g
%Reynaldo L: I see. Please bear with em while I am checking it.
Jeff Brady: okay
%Reynaldo L: Thanks.
%Reynaldo L: Thanks for waiting. Upon checking the account the data feature that you have here is still the 200MB data.
Jeff Brady: Was told Wednesday it would be changed for all 3 lines and our bill would be $120 a month plus taxes and insurance. Why wasn't this change made as promised. And why wasn't I called back by a supervisor?
%Reynaldo L: I really apologize that no supervisor contacted you.
Jeff Brady: If we cannot resolve this issue I will be contacting the Better Business Bureau today. This is the 3rd time I have waited for a supervisor to call me back with no return call.
%Reynaldo L: I really understand. I apologize for the inconvenienec but I can't provide any reason why the said call back request was not fulfilled since that I do not find any information or notes regarding to that.
%Reynaldo L: I just want to make sure. When did you made the said request?
Jeff Brady: So I was just ignored hoping I forget about it. I regret switching to your service. Should have stayed with Verizon.
%Reynaldo L: I am sorry to hear that you feel that way. I saw the notes already about that request.
Jeff Brady: On Thursday and again on Friday. was assured I would get a call back by the end of business on Thursday. When I called Friday was told again they see the call is there and someone will get with me by the end of business day.
%Reynaldo L: What I can do about this is to make sure that there will be a proper documentation about this.
Jeff Brady: Are you going to switch my internet to unlimited and 500mb at 4g and the rest in 2g for all 3 lines like I was told would happen on Wednesday.
%Reynaldo L: I understand that this 500MB is part of the new rate plan. However since that the old data taht you have is a required data. I apologize for the inconvenience that we were not abel to change it because of that.
Jeff Brady: Not what I was told on Wednesday was told no problem change would be made if you cannot do this give me the number of customer relations department. When I filed a complaint with the BBB previously I had a gentlemen call me back that handles customer complaints. I don't want to have to do this again. I want what I was promised. With no extra fees.
%Reynaldo L: I am sorry to hear that we will reach that point.
%Reynaldo L: I apologize for the inconvenience that we will not be able to change the data plan to 500MB since that the one that you have is required and I apologize if this particular information was not advsied to you properly.
Jeff Brady: Okay as a customer don't I have the right to what I was told I would get.
Jeff Brady: The number for the customer complaint department please?
%Reynaldo L: I really understand the right of a customer to a right informationa nd to get what was promised. I will look for other option if possible to still do that.
Jeff Brady: What are you offering?
%Reynaldo L: And with regards to the complaint that you wanted to file. what I can provide you is the address of our customer relations.
Jeff Brady: You mean they do not have a phone number. Then Corporate office number?
Jeff Brady: I will just send a letter to the BBB. And wait for you guys to call me back if no resolve can be made today.
%Reynaldo L: Yes that is correct all communiaction or complaint is handled by our customer relations and they can be reach by mail only.
%Reynaldo L: By the way for the I am looking for a work around to remove the required data on the account in order for us to add the 500MB
Jeff Brady: wow great customer service a cell phone company that only handles complaints by mail.
Jeff Brady: Too many complaints for phone calls?
Jeff Brady: What other option are you offering?
%Reynaldo L: Please bear with me.
Jeff Brady: okay
%Reynaldo L: Thanks. I hope that I will be able to resolve this. I know the frustration that you feel right now.
Jeff Brady: Me too
%Reynaldo L: Please hold on okay.
Jeff Brady: okay
%Reynaldo L: Thanks. I am sorry for the delay.
Jeff Brady: np
%Reynaldo L: Thanks.
%Reynaldo L: Please hold on . We are on the process of changing the data.
Jeff Brady: okay at no extra charge?
%Reynaldo L: Yes.
Jeff Brady: cool Thank You.
%Reynaldo L: You're welcome.
%Reynaldo L: Jeff please bear with me.
Jeff Brady: okay np
%Reynaldo L: thanks.
%Reynaldo L: Jeff I apologize for the dealy. We are currently trying to exhaust our resources here to fulfill the promise that was made.
Jeff Brady: okay i will wait patiently
%Reynaldo L: Thaanks.
%Reynaldo L: Thanks for waiting. I apologize for the delay. We already tried to add the 500Mb on the account unfortunately due to restriction and limitations of the system still not possible. What I can offer to you is to change back the rate plan to your old rate plan.
Jeff Brady: which does what to my plan?
%Reynaldo L: The old rate plan is the classic unlimited talk and text for 99.98.
Jeff Brady: You just told me you were switching the data at no extra charge to me this will be the 3rd time I was told this would be done and no change.
Jeff Brady: For all 3 lines?
Jeff Brady: How much would my bill be if we did this?
Jeff Brady: My bill is currently $180 a month With plan, insurance and data plan.
%Reynaldo L: I am sorry for setting your expectation that we will be able to change it. Since that we tried to do it unfortunately the system is not allowing us.
%Reynaldo L: In case that we change it back to your old rate plan of 99.98 the bill will be the same before the changes was made or prior to 03/23.
Jeff Brady: What is my bill now?
%Reynaldo L: Let me check.
%Reynaldo L: Thanks for waiting. I do check the old rate plan and the bill prior the changes and it is at 180.00
Jeff Brady: What do the new changes make my bill? Because I was told bill would be the same
%Reynaldo L: Upon checking the bill that you have here after the changes is the same.
Jeff Brady: So what am I getting by changing back to the old plan? I see no change. So what are you doing for me here to make situation better?
%Reynaldo L: I apologize for the inconvenience that we will not be able to change it back. To be honest the offer that we change it back to the old rate plan will not resolve the issue. It is just an option incase that you want to.
%Reynaldo L: I apologize for the inconvenience that there is a misinformation made on this that the restriction was not mentioned.
Jeff Brady: That is not gonna cut it you can't tell a customer something then change your mind?
Jeff Brady: Not good business at all
%Reynaldo L: I understand.
%Reynaldo L: I will ensure that this issue is properly documented as well as the failed call back.
Jeff Brady: I found a number for corporate I will be contacting them as well as the BBB and will have this chat as a reference. I know you have a phone number to contact corporate or someone higher than yourself I will be going higher
Jeff Brady: Have a nice day.
%Reynaldo L: You're welcome .It's a pleasure helping you. Thanks for choosing T-Mobile, have a great day!