Complaint Review: T-Mobile - Bellvue Washington

As an employee and based on the info you have provided it seems that you have done everything correctly and I am not sure why it would not be credited. If you have proof that the phone was returned and the tracking number confirms this the charges for the restocking fee should be credited. Unfortunately this is the only thing I can say as I have never spoken to you or have seen your acct. As far as your comments regarding reps name and ID#s we have to give our correct names none of the names given should be false. The ID#s are assigned by the company to identify reps. Reps that you speak to do not have access to looking them up though so if you call back and give the rep you are now speaking with the ID# of a previous person they cannot look it up. Only specific departments have access to that information. Also we have numerous call centers so when you call most likely you will not get the same one but it is possible. Even if you do the person you speak with may not know the person you spoke to before due to there are usually anywhere from 700-900 reps that take calls in that center not including supervisors, managers, and other personnel that do not handle inbound calls. I can say though that if you were speaking with reps in New Mexico they did inform you correctly the ECR dept is in that building. I would not give up on your issue though if you have proof and it can be confirmed we do have to honor it. Sorry I could not offer any other help.

So, i contacted tmobile again a few days ago to see if someone would actually try to help me. i spoke with a young sounding girl who said her name was "Dana", i already was well aware she was lieing to me. Anyway, i told her about my situation and she said she couldnt help. i was then transfered to her "supervisor", this guy called himself Ryan B. he sounded alittle more professional but i was still doubtful. he also said there wasnt much he could do for me. he offered to put his "supervisor" on the phone next (um....... i thought you where the supervisor.......?). when this guy got on the phone i almost died laughing. this guy sounded like my 10 year old kid brother. he told me his name was Louie L. ok, so while trying not to laugh in Louie's face he's trying to tell me the same old story about them not being able to do anything on there level, he managed to inform me that the Escelated Customer Relations Department was supposed to contact me on 7/22 to get all this rectified. i told him i never got any calls and asked for a way to contact the department myself. he stated that there was no direct line to call them by phone but attempted to asure me he would email them as a reminder to call me back. he also stated to me that his location was in New Mexico and that the department that he was talking about was in the same building that he was located in and ofcourse offered to have them contact me within 24 hours. YEA RIGHT. so after going back and forth with "louie" for about 2 hours in reguards to the fact that no one in there entire company ever follows up with me to fix this problem i allowed him to get off the phone with me. by this time its late and ive already wasted my entire evening after work to talking to these idiots. However, i took notes reguarding the information provided to me by Dana, Ryan B. and Louie L. (i still laugh silently to myself about that one). At this point i actually gave "Louie" the benefit of the doubt and waited for my supposed call from the ECR department. im sure you can all guess that i never recieved a call. I called the following day after work and spoke with "Donna". I of course had to explain myself again. However, this time was a little different. ************THIS IS WHERE THE STORY GETS REALY GOOD******* Donna informed me that I had recieved a credit for the phone already back in june......WHAT????? i informed her that i never have seen a credit on my account and i can fax you the proof of it. she insisted that i was wrong. I advised her that my bank statement show every payment each month that i paid to tmobile. she backed off as i demanded to speak with a "supervisor". she stated to me that her supervisor was Evellyn and would get her right away. She got back on and said she wasnt available but another supervisor was named "Jerryanne" was. Jerryanne managed to inform me that she was also in New Mexico. I proceeded to ask if this so called ECR department was in the same location as she was working at. SHE SAID YES IT IS. (bells and alarms start going off) I asked her about a male employee named Louie. she had no clue who i was talking about. she even went as far as to ask me what was his title was in the company. i asked arent you a supervisor and you dont even know your own employees???? she quickly put me on hold. about 10 minutes go by and she gets back on to say oh im sorry i know who your refering to and he is an evening supervisor. ok so you dont know what the names are of your fellow management team??? she didnt answer and said that i had already been credited for the phone. i told her i had proof that this was false and asked to speak with Louie since she now majically knew who he was. she stated he works evenings and is not here but has already viewed your account and stated there was nothing more he could do. I asked how could he view my account if he's not even at work yet?? i then cut her off as i knew her answer you just be another lie for me to catch her in. i stated you guys love to email so much so since he apparently can view my account from home ill wait on the phone with you until you email him and have him call me on my other line. she put me on hold........WHILE I WAS ON HOLD GUESS WHO CALLS ME ON MY OTHER LINE. oh no everyone not dear friend Louie, but my old friend Mr. Vin Rozzi called in his place. (OH... IVE CHECKED HE DOESNT LIVE IN NEW MEXICO LIKE HE SAYS HE DOES AND EVEN IF HIS NAME IS VIN ROZZI ITS DOESNT MATTER BECAUSE HE WAS USELESS) the first thing Vin says to me is that ive allready told you that the charge was valid and we are not refunding it. but this time the charge was valid because of a restocking fee not because of a reps error. i spent at least an hour and a half arguing that i have writin proof that i returned the phone within the proper time restritions as well as proof that they recieved the phone that was sent back. VIN REFUSED MY DOCUMENTATION. Vin is apparently not to bright because 1) he verified that they did receive the phone UNOPENED and 2) he stated that i should stop calling him. whoa???? you called me buddy i was waiting for my dear friend Louie to call me not you. as we continued to argue VIN ALSO REFUSED TO PROVIDE ME WITH PROOF THAT THE CHARGE WAS VALID EVEN WHEN I STATED I WOULD ABSOLUTLY PAY IF IT WAS PROVEN I WAS WRONG. anyway as the Big Executive Supervisor he is he ended up hanging up on me because i proved every point that he attemped to make, WRONG. I was threatened that if i continued to call customer service about this issue my "priviliges" to call customer service would be revoked. If anyone out there has an idea for me to get all this resolved please let me know. as you can see Tmobile is trying to literally steal money from me.