To Whom it may concern,
Following my telephone conversation with Mr. Rozzi from the T-Mobile Customer Relations Department, the company has failed to fairly address this matter.
I am also stunned and disappointed by the lack of respect and courtesy I was shown by their representative Mr. Rozzi who made no effort whatsoever to assess my complaint in a reasonable manner.
Throughout the conversation, Mr. Rozzi repeatedly interrupted me as I spoke, not allowing me to explain my situation. Instead of addressing anything I said, Mr. Rozzi spoke over me while rudely maintaining that "the charges are valid" and that it was my fault since I used the services.
After several attempts to explain my situation, Mr. Rozzi disregarded everything I said and offered me a $200 goodwill credit, stating it was a take it or leave offer. I declined the offer stating that I found the offer inadequate as I was reassured by the representative that the changes were made and that it wasn't right to expect me to pay for an administrative error.
In addition, I also stated that I did not wish to escalate the situation any further, however, I would file with the small claims court if T-Mobile was unwilling to fairly address the issue with me. Upon hearing my statement, Mr. Rozzi rudely responded that he would report that I declined the $200 to the BBB and that he'll "see me in court".
On March 28th, I canceled my account with T-Mobile after having used their services since 2001. I am appalled by how poorly T-Mobile customer representatives treat their customers.
I intend to make a formal demand pursuant to M.G.L., ch. 93A and to file this matter with the small claims court unless the charges to my account are resolved fully.
It is a shame that such measures have to be taken after having been a loyal customer for so many years. However, I think its an even bigger shame that such a large corporation would enjoy bullying hardworking consumers.
Yours Truly,
XXXXXXXXXXX
Showing posts with label telecommunication. Show all posts
Showing posts with label telecommunication. Show all posts
Tuesday, April 14, 2009
.•*ღ My Response to T-Mobile's #1 Incompetent Employee, Mr. Rozzi
So the Battle Begins...
.•*ღ T-Mobile's Responds to BBB Complaint, But Leaves Out Important Details...
Belligerent Mr. Rozzi's formal response to my BBB complaint. Funny how he neglects to mention how he screamed at me on the phone and didn't bother to listen to anything I had to say.
The purpose of making a complaint to the BBB is so that the company and the consumer can discuss the situation and resolve the issue. Screaming at a customer and accusing them of lying, then expecting them to accept an insufficient offer of settlement after making no attempt to address their issues, is not "resolving the issue".
Return of....
The purpose of making a complaint to the BBB is so that the company and the consumer can discuss the situation and resolve the issue. Screaming at a customer and accusing them of lying, then expecting them to accept an insufficient offer of settlement after making no attempt to address their issues, is not "resolving the issue".
Return of....
Nominated for Douchebag Customer Service Representative of the Year:
Vin Rozzi
T-Mobile USA, Inc.
Executive Customer Relations
877-290-6323 x341
Vin Rozzi
T-Mobile USA, Inc.
Executive Customer Relations
877-290-6323 x341
March 26, 2009
FILED ELECTRONICALLY
Bureau Services Consultant
Better Business Bureau of
Alaska, Oregon & Western Washington
P.O. Box 1000
DuPont, WA 98327
Re: XXXXXXXXXXXXXXXXXX
Your Case No. XXXXXXXXXXX
T-Mobile Account No. XXXXXX
To Whom It May Concern:
T-Mobile USA, Inc. (''T-Mobile'') is in receipt of your letter dated March 24, 2009 regarding the above-referenced account.
T-Mobile has reviewed our records and they indicate no changes or calls to our Customer Care department for the month of December 2008 or January 2009. Additionally we have reviewed the charges on the account for the overages and have validated those charges. T-Mobile offers many ways to check usage such as our website, by dialing #MSG# and pressing send from the mobile phone. Our records also show that on Ms. XXXX's January 2009 statement which covers dates from December 20, 2008 through January 19, 2009, there was no unlimited messaging features appearing as part of the detailed plan she is subscribed to. This would have serviced as another reminder of the details of her rate plan and services.
In an effort to resolve this issue, T-Mobile offered Ms. XXXX a onetime goodwill credit of $200.00 for the valid overage charges that appeared on Ms. XXXX's account; unfortunately she has declined our offer. It remains our position that the overage charges on her account are valid and owing.
Based on the foregoing, T-Mobile considered this issue closed.
Thank you for bringing this matter to our attention. If you have any further questions or concerns, please feel free to contact me at the address below.
Very truly yours,
T-MOBILE USA, INC.
Vin Rozzi
Executive Customer Relations
.•*ღ T-Mobile's Awesome Customer Service Representatives... Not.
And the dispute continues...
So I get a response from T-Mobile after several days and a complaint to the BBB. To my surprise, I was yelled at, and accused of not accepting responsibility and pretty much disrespected by a T-Mobile Customer Service Representative who wouldn't even let me speak without interrupting me.
Customer Support at it's best, the below is a copy of a post I made on another blog concerning the incident... so it may sound redundant.
For his utter lack of respect and common courtesy to customers. The man not only refuses to let you speak, but outright accuses you of being at fault before even hearing your side of the story. By the end of the conversation, I assure you, Mr. Rozzi will have yelled at you, accuse you of being a liar and imply that your idiot, all while also managing to tell you to pay for costs caused by the incompetence of one of his own.
And that is why, Mr. Vin Rozzi, earned the title of Douchebag Customer Service Representative of the Year.
... Okay... Sorry I couldn't help myself....
........................
03/26/2009
Shortly after filing with the BBB, a T-Mobile representative named Vin Rozzi, contacted me in response to the complaint I made with the BBB and repeatedly stated that the charges were valid and that it was my fault for not checking to make sure the changes I requested were made. Despite stating that I received confirmation from a representative that the changes were made, he continued to maintain that the charges were valid and that it was my responsibility to check my account.
I was both stunned and disappointed by the lack of respect and courtesy I was shown by Mr. Rozzi. Mr. Rozzi repeatedly interrupted me and spoke over me, making no effort to understand my situation. Mr. Rozzi’s refusal to fairly assess my concerns became increasingly frustrating. Furthermore, Mr. Rozzi also stated that it was my fault for not checking my account to make sure I didn’t go over my messaging limit and for not checking my account to make sure the changes were made. In response to this, I asked Mr. Rozzi if he was implying that I am a fault since I foolishly trusted a T-Mobile customer representative. Additionally, I stated to Mr. Rozzi that it didn’t make sense to check text messaging limits since I was under the impression that my services were unlimited. Instead addressing these points, Mr. Rozzi spoke over me and again reiterated that the charges were valid and that I was responsible for the charges.
As I attempted to speak, Mr. Rozzi yet again, rudely interrupted me, and repeatedly demanding to know whether or not I “used their services”. When I pointed out that this dispute was not over whether or not I used the services but the fact that I incurred charges because I never receive a service I was promised; he impolitely interrupted me again with the same question. Upon hearing my affirmation, Mr. Rozzi once again repeated that the charges were valid and that T-Mobile is not responsible for the charges. When I attempted to speak, Mr. Rozzi interrupted me and offered a $200 goodwill credit to my account despite it being my fault. Mr. Rozzi would not let me talk and instead repeatedly demanded to know whether or not I would accept the $200 credit.
I declined the offer, stating that I didn’t think it was a fair offer and it was my hope to resolve the issue without resorting to legal action. In response to my statement, Mr. Rozzi scoffed at me stated that he would report my unwillingness to settle with the BBB and told me, “I’ll see you in court”.
Several days following the unpleasant telephone conversation with Mr. Rozzi, I made the decision to terminate my account with T-Mobile after having used their services since 2002.
Now I know why BBB gave them an F, and why most complaints I see against T-Mobile are customer service related.
So I get a response from T-Mobile after several days and a complaint to the BBB. To my surprise, I was yelled at, and accused of not accepting responsibility and pretty much disrespected by a T-Mobile Customer Service Representative who wouldn't even let me speak without interrupting me.
Customer Support at it's best, the below is a copy of a post I made on another blog concerning the incident... so it may sound redundant.
Nominated for Douchebag Customer Service Representative of the Year:
Vin Rozzi
T-Mobile USA, Inc.
Executive Customer Relations
877-290-6323 x341-8063
Vin Rozzi
T-Mobile USA, Inc.
Executive Customer Relations
877-290-6323 x341-8063
For his utter lack of respect and common courtesy to customers. The man not only refuses to let you speak, but outright accuses you of being at fault before even hearing your side of the story. By the end of the conversation, I assure you, Mr. Rozzi will have yelled at you, accuse you of being a liar and imply that your idiot, all while also managing to tell you to pay for costs caused by the incompetence of one of his own.
And that is why, Mr. Vin Rozzi, earned the title of Douchebag Customer Service Representative of the Year.
... Okay... Sorry I couldn't help myself....
........................
03/26/2009
Shortly after filing with the BBB, a T-Mobile representative named Vin Rozzi, contacted me in response to the complaint I made with the BBB and repeatedly stated that the charges were valid and that it was my fault for not checking to make sure the changes I requested were made. Despite stating that I received confirmation from a representative that the changes were made, he continued to maintain that the charges were valid and that it was my responsibility to check my account.
I was both stunned and disappointed by the lack of respect and courtesy I was shown by Mr. Rozzi. Mr. Rozzi repeatedly interrupted me and spoke over me, making no effort to understand my situation. Mr. Rozzi’s refusal to fairly assess my concerns became increasingly frustrating. Furthermore, Mr. Rozzi also stated that it was my fault for not checking my account to make sure I didn’t go over my messaging limit and for not checking my account to make sure the changes were made. In response to this, I asked Mr. Rozzi if he was implying that I am a fault since I foolishly trusted a T-Mobile customer representative. Additionally, I stated to Mr. Rozzi that it didn’t make sense to check text messaging limits since I was under the impression that my services were unlimited. Instead addressing these points, Mr. Rozzi spoke over me and again reiterated that the charges were valid and that I was responsible for the charges.
As I attempted to speak, Mr. Rozzi yet again, rudely interrupted me, and repeatedly demanding to know whether or not I “used their services”. When I pointed out that this dispute was not over whether or not I used the services but the fact that I incurred charges because I never receive a service I was promised; he impolitely interrupted me again with the same question. Upon hearing my affirmation, Mr. Rozzi once again repeated that the charges were valid and that T-Mobile is not responsible for the charges. When I attempted to speak, Mr. Rozzi interrupted me and offered a $200 goodwill credit to my account despite it being my fault. Mr. Rozzi would not let me talk and instead repeatedly demanded to know whether or not I would accept the $200 credit.
I declined the offer, stating that I didn’t think it was a fair offer and it was my hope to resolve the issue without resorting to legal action. In response to my statement, Mr. Rozzi scoffed at me stated that he would report my unwillingness to settle with the BBB and told me, “I’ll see you in court”.
Several days following the unpleasant telephone conversation with Mr. Rozzi, I made the decision to terminate my account with T-Mobile after having used their services since 2002.
Now I know why BBB gave them an F, and why most complaints I see against T-Mobile are customer service related.
Monday, April 13, 2009
.•*ღ T-Mobile Overcharges Customer & Refuses to Fix It
The Dispute Begins....
I decided to create this blog in order to chronicle an ongoing dispute I have with T-Mobile. Since 2002, I have utilized the services of T-Mobile, first under a relative's name (as I was not of legal age yet) and then under my own in 2004. So from 2002-2009 I did business with T-Mobile, paid them for their services without ever making a single complaint. With so many years of customer loyalty associated with my account, one would believe that I would considered a "valued" customer... boy was I wrong.
In mid-March, 2009, while checking my credit card statement online as I usually did, I found that T-Mobile had charged my account an excess of ~$300 through easypay. Upon checking my T-Mobile account online, I found that the charges were from text messaging overages. To make matters worse, when the bill posted to my account, another bill had just ended with an other ~$200 overages to my account.
Why was I surprised? Because I had called customer service two months earlier to have my text messaging service upgraded back to unlimited.
For the majority of 2008, I used the unlimited text messaging service during November, I thought that I didn't use it as much anymore and requested to downgrade the service to 1000. However, the month following the service change, I began text more often again and incurred overages. Realizing how often I texted, I decided to first sign onto my account online to upgrade the service, but was unable to change any services on my account due to website errors. I then called 611 where I was told by a representative that they were experiencing server problems. The customer representative confirmed my requested change and said it would reflect my next billing my cycle but would not reflect on my account online for at least another week due to the server issues.
The following month, my account was billed as usual, with no noticeable issues. But then the second month following the requested change, was when my credit card was billed for substantial overages.
3/23/2009
I contacted T-Mobile Customer Service to inquire about the overages. After telling the representative about the requested change made months earlier, he informed me he could not help me and bounced me around until my call was taken by a "tier-2" customer representative by the name of Nicole. Upon speaking with her, she claimed that there were no such request and that T-Mobile "always" notes customer accounts when they call in and tracks when they check their accounts online. She informed me that the last time she checked my account was in November 2008. I challenged the accuracy of the system since I checked my account in December, where I saw the overages and decided to call in to request the change. I also mentioned it made no sense that it claims I haven't checked my account since November since I clearly checked earlier that day, which informed me of the overages in the first place.
Nicole then kept repeatedly telling me that "the charges were valid", "there are no footprints on your account", and that "there were no notes on the account". She then stated that she would immediately change my text messaging service to unlimited to prevent further overages to which I responded by stating that I made the request months ago and that it was not a new request. She then offered a $100 goodwill credit despite the fact that T-Mobile is not responsible for the charges.
Speaking with Nicole was very frustrating as it was obvious she was not listening to me. No matter what I said or what I asked, she would respond with one of the three phrases that T-Mobile seemed to program their representatives with as stated earlier.
I declined the offer stating that I had been a customer for several years, and have not made any prior complaints. In fact, I have incurred overages in the past which I did not dispute and paid for in full as I knew they were my mistake. I asked her to review my account as it clearly displays when the request was made as my phone usage changes dramatically during the time. After about thirty minutes, she sounded like a broken record repeating the same statements over and over again. It was clear I would get no where speaking with her so I requested to speak with a supervisor. Nicole told me she would make a note about my request and a supervisor would call me within 24 hours.
3/24/2009
Over 24 hours passed and still no call from T-Mobile. I decided to call customer service again hoping to speak with a more rational and competent individual capable of responding with more than three pre-programed lines.
Again, I was bounced around for a bit by confused representatives before finally ending up with a representative named Jason. Although Jason was unable to assist me, at the very least, he was probably one of the more competent customer representatives I encountered since the beginning of this matter. He apologized for the situation and said he could not help me since someone had tagged my account earlier that day with a note for a supervisor to call which would take at least another 72 hours. He then informs me that their records show that I had not accessed my online account since November which didn't make sense since I checked my account several times alone in the past few days since finding the overages.
Jason then apologized to me in advance, as he had a feeling that I'd heard what he had to say before and was probably sick of it. Jason then proceeded to say the phrases that T-Mobile has drilled into the brains of their customer representatives so well, "the charges are valid", "there are no footprints", and "there are no notes". The fact that Jason apologized in advanced at least gives me validation that customer representatives at T-Mobile are not ALL incompetent drones. However, I was still stuck with a bill drowning in overages as a result of an incompetent customer representative who failed to do her job and lied to me about doing it.
3/27/2009
Another few days, no surprise, no call. Being accused of owing money has a tendency to make people impatient and a bit irritable to say the least. I decided to make a complaint with the Better Business Bureau in hopes of speeding up the resolution process. While making my complaint, I was surprise to find that T-Mobile had an F with them, the worst possible rating. After reviewing the the report, the rating comes from a mixture of poor billing practices, false advertising and most notably poor customer service.
BBB Report for T-Mobile USA, Inc. : F
3/29/2009
The call from Hell from a T-Mobile supervisor in response to my BBB Complaint....
I decided to create this blog in order to chronicle an ongoing dispute I have with T-Mobile. Since 2002, I have utilized the services of T-Mobile, first under a relative's name (as I was not of legal age yet) and then under my own in 2004. So from 2002-2009 I did business with T-Mobile, paid them for their services without ever making a single complaint. With so many years of customer loyalty associated with my account, one would believe that I would considered a "valued" customer... boy was I wrong.
In mid-March, 2009, while checking my credit card statement online as I usually did, I found that T-Mobile had charged my account an excess of ~$300 through easypay. Upon checking my T-Mobile account online, I found that the charges were from text messaging overages. To make matters worse, when the bill posted to my account, another bill had just ended with an other ~$200 overages to my account.
Why was I surprised? Because I had called customer service two months earlier to have my text messaging service upgraded back to unlimited.
For the majority of 2008, I used the unlimited text messaging service during November, I thought that I didn't use it as much anymore and requested to downgrade the service to 1000. However, the month following the service change, I began text more often again and incurred overages. Realizing how often I texted, I decided to first sign onto my account online to upgrade the service, but was unable to change any services on my account due to website errors. I then called 611 where I was told by a representative that they were experiencing server problems. The customer representative confirmed my requested change and said it would reflect my next billing my cycle but would not reflect on my account online for at least another week due to the server issues.
The following month, my account was billed as usual, with no noticeable issues. But then the second month following the requested change, was when my credit card was billed for substantial overages.
3/23/2009
I contacted T-Mobile Customer Service to inquire about the overages. After telling the representative about the requested change made months earlier, he informed me he could not help me and bounced me around until my call was taken by a "tier-2" customer representative by the name of Nicole. Upon speaking with her, she claimed that there were no such request and that T-Mobile "always" notes customer accounts when they call in and tracks when they check their accounts online. She informed me that the last time she checked my account was in November 2008. I challenged the accuracy of the system since I checked my account in December, where I saw the overages and decided to call in to request the change. I also mentioned it made no sense that it claims I haven't checked my account since November since I clearly checked earlier that day, which informed me of the overages in the first place.
Nicole then kept repeatedly telling me that "the charges were valid", "there are no footprints on your account", and that "there were no notes on the account". She then stated that she would immediately change my text messaging service to unlimited to prevent further overages to which I responded by stating that I made the request months ago and that it was not a new request. She then offered a $100 goodwill credit despite the fact that T-Mobile is not responsible for the charges.
Speaking with Nicole was very frustrating as it was obvious she was not listening to me. No matter what I said or what I asked, she would respond with one of the three phrases that T-Mobile seemed to program their representatives with as stated earlier.
I declined the offer stating that I had been a customer for several years, and have not made any prior complaints. In fact, I have incurred overages in the past which I did not dispute and paid for in full as I knew they were my mistake. I asked her to review my account as it clearly displays when the request was made as my phone usage changes dramatically during the time. After about thirty minutes, she sounded like a broken record repeating the same statements over and over again. It was clear I would get no where speaking with her so I requested to speak with a supervisor. Nicole told me she would make a note about my request and a supervisor would call me within 24 hours.
3/24/2009
Over 24 hours passed and still no call from T-Mobile. I decided to call customer service again hoping to speak with a more rational and competent individual capable of responding with more than three pre-programed lines.
Again, I was bounced around for a bit by confused representatives before finally ending up with a representative named Jason. Although Jason was unable to assist me, at the very least, he was probably one of the more competent customer representatives I encountered since the beginning of this matter. He apologized for the situation and said he could not help me since someone had tagged my account earlier that day with a note for a supervisor to call which would take at least another 72 hours. He then informs me that their records show that I had not accessed my online account since November which didn't make sense since I checked my account several times alone in the past few days since finding the overages.
Jason then apologized to me in advance, as he had a feeling that I'd heard what he had to say before and was probably sick of it. Jason then proceeded to say the phrases that T-Mobile has drilled into the brains of their customer representatives so well, "the charges are valid", "there are no footprints", and "there are no notes". The fact that Jason apologized in advanced at least gives me validation that customer representatives at T-Mobile are not ALL incompetent drones. However, I was still stuck with a bill drowning in overages as a result of an incompetent customer representative who failed to do her job and lied to me about doing it.
3/27/2009
Another few days, no surprise, no call. Being accused of owing money has a tendency to make people impatient and a bit irritable to say the least. I decided to make a complaint with the Better Business Bureau in hopes of speeding up the resolution process. While making my complaint, I was surprise to find that T-Mobile had an F with them, the worst possible rating. After reviewing the the report, the rating comes from a mixture of poor billing practices, false advertising and most notably poor customer service.
BBB Report for T-Mobile USA, Inc. : F
3/29/2009
The call from Hell from a T-Mobile supervisor in response to my BBB Complaint....
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