Customer service being less and less able to address customer issues
This isn't a rant on them not being helpful, this is more on management obviously limiting what they're allowed to do even if T-Mobile is completely in the wrong.
I switched to Go5G Plus, initiated by T-Force, and asked if my discounts, free lines, autopay etc would stay. They said yes so I told them to go for it. Account looked fine.
When the bill generated the next month(this is in May), I lost my autopay discount.
* I asked why and they please review the terms of autopay and linked me to a page that didn't say anything about debit vs credit card.
* I asked again and they said "oh there's been a noticed posted for months". I say where and they say "on your account page when you log in". I reply that 'no, they only noticed I've had on my account page is that my account been breached again".
* Another responds and says 'oh we contacted you'. I asked how and they said 'it's on your bill, email and text'. I respond that I have received no contact via any of those methods about the switch to debit cards being required.
* I asked when they contacted me and they told me notices started going out May 18th and they contacted 3 times. So I said 'you contacted me 3 times after May 18th, with no record of any of the contact, and then I lost my discount on May 22nd?
* Through all of this, they all just keep saying 'I understand this is frustrating but you'll get the discount going forward now'. As if that's some consolidation. So they won't refund me, but they'll continue to gaslight me all day.
* I accepted defeat, however I randomly got a survey call yesterday asking me how my experience has been. I bring this up again, they put me on hold for 15 minutes, then respond and say 'well we already told you what happened' and continued to blame me for not heeding the messages that were 'sent' to me.
It's obvious that T-Force and customer service aren't actually able to make any sort of judgement calls in these situations and management is making everyone just read off a script. Very sad for how great their customer service used to be.