T-Mobile

Very helpful and nice. Love their service.

Great service

Will was very polite and knowledgeable!

Very good help with my phone

Very kind people

The employees in this store have been great but they can’t even believe the arguing going on through their support personnel.
For two days in a row now, I have been trying to get get an internet gateway..
Yesterday July 30th at approximately 5 pm I went in and applied to get this service. They do some sort of credit check in which I have good credit. They a lady gets on the phone from a call center and said she needed to ask some verifying questions. I had a hard time understanding her as there was obviously a language barrier and cultural misunderstandings.
The lady asked for my address and I am moving into a rent house so that address didn’t match up with the credit bureau of course. This lady did not understand that I own two homes and and in the process of renting one closer to my work. There was another call center employee who joined the conversation and apparently I was a code 199. The 2 representatives on the phone began arguing over who was supposed to tell me what a code 199 was. The employees in the store were shaking their heads because they could not believe how unprofessional that was and it was on speaker phone so I could hear. Finally the lady said 199 means the data does not match up and I can apply again in 30 , yes 30 days.
I asked for a supervisor and the supervisor ran an in depth credit questioning with me with exact mortgage and auto payments. This supervisor approved me and said unfortunately there is a system error so come back in 24 hours with this approval code (she did give me an approval code) and we will get the account set up for you.
Today July 31st at 6:00 PM I went to get my internet as I need it for my work at home. I brought in my approval code but apparently that didn’t mean anything? Unfortunately the entire process started over again. One call center representative said I was declined even with my approval code. She called another guy in a different department and he said I was approved and she would have to do a manual override. She did not want to do that so those two started arguing on speaker phone in the entire Natchitoches Louisiana T mobile store. Finally the guy on the phone told her to create a ticket. He hung up and she said I can try again in 30 days, she wasn’t even going to create a ticket.
Luckily the great employee in the Natchitoches T mobile store made her create a ticket. She did not want to do that. The call center representative said somebody would be calling me but she had no idea when.
I did get her name and a phone number as I am not very hopeful this will be taken care of professionally.
I am going on 2 days now with out internet in a rural area that only works for T-Mobile 5 g internet.
I manage a business and employees and I would be very embarrassed if this happened at my company. This is awful customer service for someone who would be a great customer.
I will be calling again tomorrow (I don’t expect to really hear from anyone) but I am not expecting much based on the horrible call center experiences.

The local employees in the office have been great! It’s a shame this reflects on their company.
Extremely disappointed!
Russell