T-Mobile used to have excellent customer service. Now they have the worst, of any company I have ever experienced. No one individual in any department has any idea what the procedures are for doing anything in their department. Then if you have to be transferred between departments, they actually start to contradict each other.
I have been on the phone with T-Mobile every day for the past 10 days, for an average of about 2 hours.
Someone hacked into my phone and my computer. So I had to call T-Mobile to change the password for my online account. The person I spoke to said they couldn't change the password. What they could do instead was disable my online account, so that no one - including me - would be able to access it. I said great. So they went ahead and disabled the online account.
Then it turned out that the same person had also hacked my tablet. So I had to buy a tablet, and called T-Mobile again for that reason. The person I talked to said they were going to charge me $15 or something like that because I was calling on the phone! instead of using my online account. I said, "How can you charge me, when my online account is disabled for safety purposes?" The person said, "It is not disabled for security purposes. There is no such thing. We have to charge you the $15." I said, "It's not disabled for security purposes! So how can I make sure the hacker doesn't have access to it? Can you change the password over the phone for me?" He said, "Yes, that is what we have to do. But I don't know how to do it." And he transferred me back to the original department, the department that told me that changing passwords over the phone WAS NOT POSSIBLE.
The person I spoke to this time confirmed what the original person had said. "We cannot change your password over the phone. What we can do instead is disable your online account. And in fact it has already been disabled." I said, "So why will I be charged $15 for calling you on the phone to place an order, instead of going online? When IT WAS YOUR IDEA to prohibit me from going online." They transferred me again.
The next person I talked to agreed that I should not be charged the $15, and "waived" the charge. Note that this entire process took about 3 hours.
In that initial conversation when they disabled my online account, I asked them to change my email address, because the hacker had also hacked my email accounts - obviously.
Then this guy - the hacker - hacked my computer AGAIN. I was forced to call T-Mobile and ask them to change the email address again. This time they said, "We are never allowed to change your email address for you. You have to do it yourself. Do you want us to take the high-security lock off your account?"
I said, "If that's true, why did the people I talk to before say the exact opposite, AND change the email address for me?" The person said, "Who said that / did that?" Like I'm supposed to remember right?
I asked to speak to a manager. This person said "Oh Angela, we completely understand. We will look into changing the email address for you over the phone." They put me on hold for 25 minutes. Then they came back on and said, "Angela, we have taken the security lock off your account, so you can go and change the email address yourself."
I said, "Someone is continually hacking me. I don't want the security lock to be taken off my account. As I mentioned to you earlier in this conversation, and as I mentioned to the person who transferred me to you, I'm trying to get you to change the email address for me, like you did before."
They said, "Oh ok, sorry. We'll look into that." Which is exactly the same thing they had said before.
They put me on hold for 40 minutes this time.
Then they came back saying they couldn't change the email address after all.
I hung up and called back. The person I talked to this time said they had no idea what was wrong with the previous two people, as changing an email address is very easy. It's 5 clicks of a mouse. Then they changed my email address.
These are only 2 examples of the conversations I have had with them this week. There are more. I don't have the time or energy to get into it (and there are limits on the length of this review). I don't have time for these conversations, so have had to cancel my account with them, effective one month from now.
This whole experience (getting hacked) has been a nightmare, and Bank of America, Venmo, and ESPECIALLY T-MOBILE have compounded that nightmare several times over. T-Mobile has become one of the worst companies I have ever, ever dealt with. DO NOT EVER USE T-MOBILE.