T-Mobile used to consider itself the “Uncarrier” and I guess to some degree it still believes that it is different than
Verizon and AT&T. But the days when the carrier really put the customer first ended when former CEO John Legere left the company. Every
T-Mobile current and past employee I spoke with recently said that things were better when the long-haired t-shirt and sneaker-wearing Legere ran the show. Now the emphasis has moved from customer to stockholder.
But as we pointed out earlier this month,
there is one T-Mobile unit still putting customers first and that is the company’s elite customer service team T-Force. An existing
T-Mobile subscriber
recently posted his tale and just when it looked like there was no way for him to get satisfaction from T-Mobiloe, a miracle took place. And based on what I’ve seen, miracles are what T-Force specializes in.
In a long post on social media that could have been turned into a 500-page novel, a T-Mobile customer explained that he was getting nowhere complaining to customer support about his bill which apparently was late. His service was suspended and he offered to pay $60 from his debit card or write a $236 check from his new checking account, both of which were rejected by T-Mobile. The latter wanted a minimum payment of $138 to restore his service which he needed to happen right away for his job.
The next morning, he got up early and transferred funds to the debit card like
T-Mobile had requested. He was about to go online and make the payment but was shocked and stunned to find that he no longer had a
T-Mobile account. It was almost as though he never was a
T-Mobile customer. So the now former
T-Mobile customer calls phone support and they now want $298 to get his account up and running; the minimum balance was no longer enough to restore the account.
The last T-Mobile agent he spoke with left everything where it had been. And this is where T-Force stepped in. The frustrated ex-customer actually wasn’t seeking help from T-Force as he didn’t know what it was. Instead, he just went on “X” to post a rant. Out of nowhere, he received a message from T-Force asking if he needed help. In the message, T-Force apologized for how the customer had been treated and asked for more information which was sent in the form of yet another rant.
The next message he received from T-Mobile was a text from T-Force stating that not only was his account restored and in good standing, but that old late charges and fees had been retroactively waived leaving him with a zero balance owed. The message was signed by Johnathan Hemphill who lists himself as an “Elite Expert” for T-Mobile on LinkedIn.
So yes,
T-Mobile does have its T-Force which does its best to help
T-Mobile customers. To reach them on “X,” send a Direct Message (DM) to @TMobileHelp. Or you can reach T-Force on Facebook by
tapping on this link. The URL is www.facebook.com/TMobile.
