Angela M.

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.

At another point, I was told by a computer technician that I would have to change my phone number, because the same thing (hacking) had happened to them, and the police had advised them to change their number.

I called T-Mobile to change the number. I was on hold for about 30 minutes before getting anyone. The person I talked to was having a very hard time understanding ANYTHING I said - including my name or words like "How are you?" It was an American, not someone in another country, and the phone connection was perfectly fine - at least on my end (I wasn't having trouble hearing her). While I was giving her my name, she did sound like she was half-asleep, like she could care less about her job and wanted to get off the phone. Now, when you call in and do business with them over the phone, they ask for the pin or passcode on your account. When I gave this woman - who was half-asleep - the passcode, she said that it was wrong (it wasn't). I told her she must have entered it wrong, and wanted to give it to her again. She said that that wasn't an option, that I would have to call back. So I had to hang up, call back, wait on hold for another 20 minutes, and then gave the SAME passcode, and this time got into the account.

These are only 3 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. 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.

UPDATE: I don't know what the other companies are like, so today, I went around to various cell phone stores (including those of other providers) asking questions. I went to Boost Mobile and bought a phone case that wasn't available at T-Mobile. Then I popped into a couple of T-Mobile stores as well, to check out their phones and finalize my decision.

One of the stores I went to was the one on 180th & Broadway: 4260 Broadway. While checking out the phones, I checked my email and changed some info on one of them. One of the people who worked there, named Moises, informed me that I wasn't allowed to do that. I said, "Oh ok," and quickly finished writing down the info from my email account, signed out, and cleared the phone's history. Then for the next 5 minutes I walked around, looking at other phones, and among other things I continued to browse the Internet on them. This T-Mobile CUSTOMER SERVICE representative named Moises, then suddenly started YELLING AT ME FROM ACROSS THE STORE, that "Hey miss! You aren't allowed to browse the web on those phones!" Then he actually came over, stalked in front of me, and clicked on the phone so that I couldn't access the Internet. He then proceeded to turn around and start exclaiming very loudly to the other customer service representatives that I had been doing personal things on the phone, when I wasn't allowed to.

In fact, originally I had not known that I was not allowed to. When Moises told me that I wasn't, I finished writing a note down, then I stopped. Then I went around and looked at the other phones, and proceeded to BROWSE THE WEB on them. Nobody, including this individual completely lacking in class & the minimum of manners, had said that you are not allowed to browse the web - and in fact, if you're not, why is the Internet accessible from so many of these phones? Aren't you supposed to be able to look at that, as well as other features on the phone? Nevertheless, had he told me that I was not allowed to do that, I would not have. Instead, he had said nothing about it, and then he started yelling from across the store, talking very loudly about it to the other agents, and then practically pushed me out of the way so I wouldn't access the Internet on the phone. Instead of saying, politely, and informatively, "Miss, I didn't only mean that you are not allowed to check your email on the phone. What I meant was that you are not allowed to go online at all."

Maybe Moises didn't say that because it wasn't true. Instead, he just wanted an excuse to be rude? Because he likes to be?

T-Mobile has horrendous customer service. When I mentioned this, MOISES STARTED LAUGHING, and so did the other agents.

Visit this T-Mobile store if you want your horrendous phone customer service experience to be replicated in real life. And ask for Moises.