Update: Tmobile: Pay $25.65 To Talk To Us About How We Overcharged You For $25.65
So one of our readers posted that Tmobile complaint video (Tmobile: Pay $25.65 To Talk To Us About How We Overcharged You For $25.65) in the official Tmobile forums, where it was promptly deleted by the forum moderators because the video contains cursing. That's not the special part, the special part is that the forum mod contacted the poster and admitted that what lundyncanada is experiencing is an error and they're going to try to reach out to her and solve her problem. So for those of you who ragged on her for expressing her frustration and said that cursing doesn't get you anywhere, you were wrong. Here's Benny's post and the messages the mod sent in reply:
PREVIOUSLY: Tmobile: Pay $25.65 To Talk To Us About How We Overcharged You For $25.65
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Comments:
@Xerloq: I'm sure all she wants is a resolution for her problem.
Hopefully the T-Mobile people will "Take this seriously."
Sounds like when I cancelled my Sprint account. I ported out and should have had a credit on my bill since I pay a month in advance for the service charge and only had teh phone for 2 days of the billing cycle. Nope. Apparently I owed them $11. I didn't know until their automated system starting calling me. It would ask if I was the account holder and it would route me to an automated system to pay my bill. Then the system would tell me it couldn't process my payment and hang up on me. I called customer care and the CSR had the nerve to tell me "Ma'am, your account is closed. You cannot make payments through the automated system. Most companies aren't going to let you make a payment through their automated system if you don't actually have an account anymore". Great, well, then don't call me and ask for a payment and route me to the automated system if I can't even use it, jackasses!
Just a note to anyone stuck in this annoying bug...there is a way to force the system to let you speak to a live person without paying. Go through the prompts until you get to the one asking you what method of payment you want to use and then press 0.
@Ninjanice: weird, same thing happened to me with Bank of America. The teller told me the same thing that most companies remove you from online or automated access when you cancel... even if you owe money.
@Xerloq:
That's a Lithium Technologies-based forum. They're big on technology/video game clients (Nintendo being one of the most notable clients - and the forum that came out of it had a history of its own, including an unexpected closure).
@Ninjanice: Tsk tsk you CURSED! Cursing gets you nowhere! Oh my god!
I hate people like that ^. So fucking annoying. Oh shit!
The only thing that T-Mobile could have done differently is *EDIT* the post with the YouTube link to remove the link and leave a note to say "Moderator X has removed the YouTube link due to language," and follow it up.
Because she owned $26.65
The reason why she owned
T-Mobile will not allowed you
If you owned them anything
Their may be more to the situation
This must be the content that is offensive to other viewers that they are talking about.
@Blueskylaw: LOL. At least I wasn't the first to point it out. You missed "it's T-Mobile faults for not properly update her account plans..."
REALLY? Does nobody proofread no more? :)
Sounds like they're "Taking it seriously," or, to translate the corporatespeak, "brushing it off." The post is meaningless if the woman's original complaint isn't resolved.
You also missed the "once your in the payment path" and the plethora of other "your" mistakes. Ugh! I can understand a random post on a message board having these errors, but a representative of T-Mobile? You would think they have a level of quality control.
So for those of you who ragged on her for expressing her frustration and said that cursing doesn't get you anywhere, you were wrong.
Sorry, Ben, but I fail to see the logic behind your reasoning. Are you suggesting that the same video without obscenities would have not produced similar results? Or perhaps that it's okay to make an angry vlog, throw it up on YouTube, and let the teeming Web 2.0 masses fix your problem for you?
I'm trying hard not to blame the victim, but I still contend it could (and should) have been handled better. No CSR likes to be sworn at, even if it is only in such an indirect, passive-aggressive way as a YouTube vlog.
Holy crap, the grammar in that post makes me want to gouge my eyes out with something very pointy and jagged.
It's no wonder some companies can't take their customers, or their complaints seriously.
Here's what I'd like to see done but don't have the skill to do myself:
1. Edit the profanity out of the video and repost it on Youtube.
2. Respost the complaint and link on the Tmobile site and see if they censor it again.
I have no doubt the bastards would.
I was going to cancel service with T-mobile few years ago when I was getting divorced. Rep there said I should "suspend it." They would hold my # for 6 months and it wouldn't cost anything so I did that. I ended up canceling service anyhow and they ended up charging me about $3.64 for what I don't know. I refused to pay the bill and they kept billing me for about 3 years. It must have cost them at least $100 to do that. Finally the bills stopped coming.
@Rob Weddle: She didn't curse at the CSR though. She cursed the company. I curse Best Buy every day. She even hung up the phone in the video.
Aaah! These forums look just like the Best Buy "customer service" forums.
It is nice that the mod pointed out that there is a workaround. #1 rule of phone-trees is to try various methods of getting a human. IIRC, some of the original commenters suggested similar things.
I hope TMobile gives her something, though.