T-Mobile Authorized Retailer — Local services in Malden

Unfortunately I had a really awful experience here. I was offered a trade-in plan to transfer my iphone 7 to get the 12 at a major reduced price, as long as I sign up for a phone plan. That was no problem, and I have to say the deal was actually pretty good. The problem came when I went to transfer my number over and finish the data plan signup. An associate named Kiara helped me out to get started, but since there was a waiting period I was given a ‘temp’ number to placehold my plan alongside the payments I would make for the phone. Alongside this placeholder I had to give my bank details to ‘secure’ my discount, which I was skeptical about but I was assured that everything would transfer over fine. I later came in again to get my old number, and was told that the temp was deleted and everything was all set. Low and behold a month later I am double billed for both numbers. I call customer service and tell them that there’s been a mistake and that I only have one phone line. They cancel out the charge and I figure it’s all sorted. The next month I am double charged again. I have to call in again and they say that it’s going to the ‘fraud department’ and I will be reimbursed. I waited a few weeks and there is no contact at all. I tried to go into the store to hopefully get some closure, but apparently Kiara didn’t work there anymore, and nobody had any clue on how to help me. I talked to an associate named Corey to see if they could help, but all I was met with was “call customer support”. Great, the same customer support which puts me on hold for 3 hours just to get nowhere. Somehow nobody can find the account to take off my automatic payment, and I have to go in and block all t-mobile payments from my bank. This happened a year ago, and t-mobile eventually tried to take me to small claims court and collections for me not paying this ‘temp number’ bill. It was a serious hassle and almost affected my credit score. On top of all this, my multiple fraud reports are still pending, and I am waiting for a refund for over $300. How a massive corporation can somehow not find my account to block these payments from occurring, yet still somehow have it stored in their system to keep triggering monthly payments, and then double down on their mistake and try to send my ‘missed payments’ to collections is beyond me. I see why t-mobile offers discounts for automatic payments with a bank/debit card, because they can more easily steal your money! Please take caution when signing up for new accounts, and if anyone mentions a temp/placeholder...

My grandma recently visited this store and was asking questions regarding an account. She had an issue because the account was under someone who was ill and she needed her own. The gentlemen at the store told her she needed her id so she went to go retrieve it. They eventually told her due to fact that it’s under someone else’s name they could do nothing to help. She left to go back to her car but she came back because she didn’t feel as though they understood what she was asking for. Instead of letting her in they BARRICADED the door and told her you were already here 3 times you can’t come in here no more. BAsically shouting at her to leave and that she had no business here. Last time I checked you can enter a store as many times as you want. Mind you this an old elderly women.

So I called the store and demanded an explanation because my grandma has never had a problem at any store in her life. I asked to to speak to the manager and wow just wow was he rude and belligerent. I was quite shocked at his responses and how he was speaking to me, especially if he is the stores manager. I corrected him on his etiquette because I wasn’t tolerating any disrespect. He ended up apologizing for what happened to my grandma and the way he was speaking to me and said if we were to come in he would help us out. However, I will not forget the fact that he refused to give me employee first names so that I could make a formal report of what happened which is fishy to me because first names are allowed to be given out.

The next day I take my grandma to the store so that we could figure it out and was met with a long line which we waited patiently in. Dan said he would be with us as soon as possible. Yet, he would shout from different parts of the room “what exactly are you here for” “what do you need”. Which we would reply “account issues”. There was no need for us to state the privacy of our account to the whole store. We get as though we could wait our turn. He then asked us an hour in the same question and I went into a little detail. He stated that he heard the problem and that he can’t do anything and that we have to wait til the store manager comes in. When I asked him when was that. HE REFUSED TO TELL ME. He stated that he can’t give me that information and that I would have to call everyday and see if he’s in. YOU HONESTLY HAVE TO BE KIDDING ME. This is one of the worst experiences I have ever gotten. This store needs a completely makeover with their employees or at least some training in...

I am hereby expressing my disappointment in relation to this company, specifically with this store in Malden (159 Center St) which I have always praised, until the moment of my great disappointment, when I needed it, I needed help with my cell phone. I am a customer of this store for more than 2 years, unfortunately I came to need support, which your staff (Tabhatta) denied me support, claiming that I could not help me. This episode happened on the 16th, at around 1:30 pm, she came to tell me that there was nothing she could do to help me, so I asked her for the password of the wi-fi, so that I could try to solve my problem myself, because even the internet of my cell phone was not working, but to my surprise, once again I was denied assistance, help with my device by the staff (Tabhatta) telling me that I could not pass on the store's wifi password, as per the regulation of the The store claims that in this pandemic season, due to the covid-19, they are prohibited from passing on this type of information. I was very sad and disappointed, and unable to understand, and solve my problem, which I didn't understand at all, because as the covid-19 can interfere in relation to the wi-fi password, I know that we must maintain social distance, use masks and alcohol -gel, but I never heard that Covid-19 can do any damage through a wi-fi password. I kindly ask you to clarify about the covid-19 in relation to the wi-fi password, and also how can I solve my problem, since your staff would refuse to help me. In the same day I went to another store in Medford, next to Reginas Pizza, and there I could find a friendly guy who helped me and solved my problem 100% without any concerns, his name is Junior, id like to say thanks to Junior to be helpful and friendly and ask you guys to teach this girl Tabhatta how to treat well a customer. I await a...