Cursing at people ALWAYS gets them to help you and pay attention to your problems.

I'm sure she'll get plenty of attention. She's entitled.

Can you go into a T-mobile store to take care of the bill?

Also, it looks like they tag you based on your phone number - so call from another phone and not your cell. Don't give your account number or phone number until you are talking to a human.

I got to say this is disappointing, but I've been a t-mobile customer for 7 years and have had nothing but excellent customer service

According to the gethuman.com database, you can call 877‑537‑7389 for a direct to human line.

*sigh*

Pick up your home phone and dial 800-937-8997. That's their customer care number. Call it and problem solved. In fact, as Xerlog noted, just call from another phone. Duh.

Secondly, what the bloody hell did you think was going to happen if you didn't pay your bill? Regardless of being right or wrong, your bill wasn't paid and they cut you off. That's the way it works.

Oh yeah... And the "Fuck you. Peace," part. Really classy. I'm sure she was a pleasure to talk to on the phone.

@zacwax: Seconded, including a fairly painless experience with a faulty phone that was replaced at no cost to me, aside from ~ 45 minutes on the phone with a service rep.

I used to be a T-Mobile customer, and over the Fall 2007 semester, I studied abroad in Moscow. Before I left, I called them to ask how I could keep my contact going for the 4 months of my absence, and they said that I could simply pay $10/mo to keep my service going. Sure, no problem. I put the $10/mo on my debit card to auto pay, and forgot about it.

When I came back to America, I found myself in JFK needing to call my friend who was going to pick me up. I turned on my phone, and I had no service whatsoever. I called T-Mobile customer care from a pay phone and asked if they could turn my phone on. Turns out that I had a bill of approximately $370.00. What the hell?! They claimed that they weren't able to get the $10/mo from me because my debit card wasn't working, and instead of contacting me via email while racking up this debt and charging me the enormous contract-ending fee, they just let it happen. Great. (My debit card wasn't working because it had been pick-pocketed and I got a new one, and it was my fault that I never gave them the new card number. But they had my email address!)

They refused to let any of the fees slide, and I had to fork over about $400 altogether in order to avoid the debt going to collections.

I despise T-Mobile.

I have to agree that T-Mobile has always provided the best customer service I have ever received. This is one reason why I continue to stay with them.

That is the most ridiculous thing I've ever heard. Why the hell would they cut you off of contact with a company for non-payment. A person could just as easily talk to you about the fact that you have not paid your bill and disconnect the call. They could also be more understanding and work out some type of payment information or more importantly fix this persons problem.

I've never had T-mobile and I never will.

You reap what you sew. Be professional and courteous. It just might get you the help you are looking for.

gotta love automated systems. imagine what will happen when they trully take over cust serv? they have no emotions or common sense? they have no reasoning....they will force you to pay every penny.

and btw, was the middle finger and peace at the end necessary?

I understand her frustration but really, she is kind of being an obnoxious jerk. What did she think was going to happen?

This is what happens when you remove empathy and the ability for people to make decisions. Customers become an enemy to be beaten rather than asset.

@zacwax: I had excellent service until the day I had to cancel with them. I was moving to a new area where their coverage was spotty at best, and they kept me on the phone, lying to me and badgering me, for nearly 90 minutes. I know that they have to TRY retention but I ended that one phone call having gone from feeling mildly benevolent towards T-Mobile to wanting to torch their offices.

1) Go to a local store and have a real person figure it out.
2) Call from a home phone or someone else's phone.
3) Try saying something besides "Customer service". "Cancel my phone" perhaps.

There's a lot of things this gal can do that might help her get her problem resolved. However, that does not excuse T-Mobile from this lousy phone-menu hell that they've put this person through.

If I were her, as soon as she gets through to a live body, I'd call T-Mobile and threaten to leave. She'll get to a retention specialist, who would be able to get this fixed. Or try EECB.

(Disclosure: T-Mobile Customer for 5+ years.)

@jdhuck: Sow? Or can you plant seeds with sewing machines now?

@Ingram81: not knowing whether or not she said that to a bot or not, but sometimes, only maybe a few times in ones lifetime, is it necessary to speak as such. Asshole.

(totally kidding with that last part, it had to be used for the "joke")

Lundyncanada- get the frig over yourself. I fought with Verizon for 8-9 MONTHS over my cell phone/home phone accounts. (The combined billing nightmare). You don't know the MEANING of frustrated, honey.

You could've used all this energy to find the correct way to file a complaint.

@madog: Remember that when you point your finger at someone there are 3 more pointing back at you.

Sounds like the rule of "don't blame the OP" is suspended for this thread

whenever I have a problem with my Tmobile bill the first person I talk to is a customer care rep about my bill.

This is usually when I've let the bill slide a bit too long and all outgoing calls are routed to tmobile automatically.

No you can't. If you walk into a store they tell you to call customer support on one of their land lines.

I've been with Tmobile since 02, nothing but A+ customer support over the phone.

@Xerloq:

No you can't. If you walk into a store they tell you to call customer support on one of their land lines.

I've been with Tmobile since 02, nothing but A+ customer support over the phone

@jdhuck: Actually, you "rip what you sew" and "reap what you sow." ;o) Either way, true.

@OminousG:

forum reply error....opps

Go into a store and have someone call or don't use your phone to call. T-Mobile checks to see if the number you are calling from is a T-Mobile number and automatically pulls up the account.

Dial 1 888 310 8369, press 0, type in your number and you'll be put through.

Also, is the customer FlexPay? If so, definitely go into a store as you will likely be connected to someone that has been outsourced and can hardly speak or understand English.

I have been a happy TMobile customer for almost 10 years now but their customer service is DEFINITELY slipping, big time. Also, when I do need to speak with them about something, it's always a hassle and I'm usually treated rudely, no matter what the issue is.

I had this same problem occur, where they won't let you speak to someone until your bill is paid and your phones are shut off, just a few days ago. Only two days earlier we had made a $250 payment and were told that was all that was due until the end of January. Two days later they wanted another $150, and no one could explain why except "that's what is owed, that's what is due on your bill by the end of January." Maybe my calendar is wrong? I thought this was the beginning of January still...

Unfortunately, we've tried most of the other providers out there and they all pretty much stink, be it in terms of price or coverage.

And, for the inevitable questions, yes our bill is about $200 per month, we have four lines plus several extras such as internet/text/email packages for our smartphones.

I've been in this situation before. I've found that I can get through to a human on my T-Mobile cell phone.
(1) Call enough times, and eventually the system will fail to read your caller ID info.
(2) If the system does detect your T-Mobile phone number, the right amount of key-mashing will confuse it enough to transfer you to an operator.

@EtoilePB: I never had a problem with them. I did have to switch though, because I had a buddy working for an at&t store....and he gave me a really good deal. But if i ever move out of at&t and into tmobile, i'd go back to them.

If you pay your bill on time, and THEY are making a mistake, why should you have to inconvenience yourself to go to the store in order to get the problem rectified?

You are paying for customer service, and then the customer service is cut off to you because they are overcharging you? I agree with her.

And so what, she uses foul language. I find it hard to believe that none of you curse. Unless she sent a link for this YouTube video to T-Mobile, how she chooses to express herself online is irrelevant to how she should expect to be treated by the customer service that she's paying for (if they got her bill right!).

@Ingram81: She's not cursing on the phone. She's cursing in the video explaining it.

@Vinny: Apparently she'd been calling to get it fixed each month...?

@aguacarbonica: Isn't there something about not paying for services you aren't receiving that it's harder to get the money back than it is to never give it?

I don't mind her swearing. I'd be pretty mad if the phone system did that to me too.

@Ingram81: Thank you 4th Grade Teacher.

The funny part about this is, if you say you want to make a payment, and then have problems with making the payment they will put you through to a representative to take the payment.

Speaking as someone who works at the call centre for T-Mobile prepaid payments (we do the refills for ToGo and Flexpay accounts, and YES we are in the US and YES we are required to speak English fluently).

I get this type of call everyday from FLEXPAY customers having the same billing issue. They think yelling and cussing (loudly enough for my cubicle neighbor to hear) will get their problem solved. First, no one in their right mind wants to help someone who behaves as such, and second all we do is take payments so we couldn't even if we did want to.

1-800-937-8997 is the general number - say the word "customer service".

If your phone is "FLEXPAY", there is a separate cust service department that handles your billing/technical/whatever issues. Reach them directly here: 7-877-882-7164

Bottom line is if you behave like a civilized human being and allow the CSR to *speak*, your problem will be resolved much faster.

@Oranges w/ Cheese: Ooo. I'd never heard of this site...it's sad that a lot of us now end up fighting with a stinkin' machine because it can't understand if we're saying yes or no...I will definitely use this site when possible..thanks!

@verucalise: Ah Verizon...what else can you really say about them? But yes, frustrating would be one word to describe them...

@OminousG: Well, then you're at least calling from a different phone and they can't autotag your number to the delinquent account. You'd hopefully be talking to a human at that point.

@Vinny: Uh, if they were wrong they shouldn't be terminating her service. Demanding people just blindly pay bills no matter the amount in error isn't just stupid it is wrong.

@aguacarbonica: So you would rather give up swearing rather than try and resolve the issue like a grown-up?

It sounded like the billing error was a mistake, and because of that mistake she got locked out of the system, double whammy against T-mobile.

But which is more inconvenient - cell phone disconnected for days or a trip to the store?

I have had T-Mobile for years and have never had an issue with them or difficulty in getting a customer service representative on the phone. I am kind of wondering if she talked to the T-Mobile reps the same way she talked on the video and if they have some kind of angry person alert go off when she calls.

@SquareBubbles: Customer has been with them 4 years, can't be Flexpay, before that it was Take Control, and then Smart access, it would get a different error on the automated system, like "you have reached your spending limit"

@Ingram81: Yeah, but exactly how many months are you supposed to wait for a company to fix their mistake? Especially after the consumer has notified the company, apparently, several times? Swearing generally never gets results, but after months... sometimes it's the only way for somebody to show their true frustration.

You call and say you wanna make the payment. It asked you how. You say customer Rep. It patches you through.

The one this that bothers me about this video, is this seems like the typical person that makes customer service sound bad(frustrated that can't grasp billing concepts, and is extremely vague). She states no facts other than something along the lines of she "downgraded her services and her bill didn't lower"

Ok, so i have some questions:

1.) You didn't confirm that your rate plan IN FACT lowered, if you look at your bill/online does it state your rate plan took effect yet? (rate plan changes are often made on the start of the next cycle, in rare cases may be effective as of the start of the cycle) maybe the difference is because of overage. The basic plan t-mobile offers from what i can tell is 300 whenever minutes and unlimited weekends, i can use that in 3 days.

2.)"about 3 months ago" customer is unsure when she actually changed the rate plan, lets do a "for instance". She calls in on the 3rd of nov, her billing cycle started on that same day, she would have a bill from the month before (from oct 3 - nov 2nd) show up before her rate plan took effect, and then since rate plans take effect next cycle, she must wait for her current cycle to close and receive that bill from nov 3rd to dec 2 still on the old rate, her rate plan then would take effect from Dec 3rd to Jan 2nd, which should be almost a month later(thus she hasn't seen it yet), so in order to get the error message she is getting she has to be past due, by a long ways (assuming she has been there 4 years and has decent payment history) so the bill that was due in December, the bill cycle she requested the change to occur as of the next cycle.

I would like to see the past 4 bills, sure hide the numbers/address etc, it should be easy to figure out. If she requested a change and it didn't occur, she should disputed it before she receives the past due notices and gets her service turned off.

@zacwax: I wish I could say the same. I had Tmobile for less than an hour. After a dropped call from the parking lot, I took it back. SEVEN months later I was still getting bills. They had re-sold the phone to someone else who was using it, but somehow it was still connected to me. It took forever to get the bills to stop coming.

Other than 1 minor screwup on T-Mo's part, I've had really excellent service from them for two and a half years. They've always taken care of my problems, and if I'm gonna go over by just a few minutes, I call 'em up, and they sling some bonus minutes at me just to keep me happy. Personally, I hope you do leave T-mo. If you think their customer service is bad, wait until you see everybody else's...