T-Mobile — Local services in New York

Although I have to admit that the people working at the store were very friendly and professional. I’m having a horrible experience overall.

I signed up with T-Mobile in October. I asked at that time to be enrolled in paperless billing.

Then bills start coming in the mail.

I called customer service and asked to switch to paperless. How hard could that possibly be?

You switch from A to B, and you’re done, and you move on with the rest of your life.

But it’s not that simple. I spent over one hour on the phone with T-Mobile to be told that I needed to go to the store. So today I went to the store.

First, I am told that they cannot do it at the store and that I need to call customer service. We go back-and-forth a little bit and I finally called customer service straight from the store.

They tell me that a store associate needs to call them directly and sort it out.

The friendly T-Mobile store associate immediately called while I was waiting. The problem was that after an excruciatingly long time this thing is still not sorted out. I am waiting in the store, as the associate is talking to their customer service rep, then the phone is finally passed to me. I’m trying to speak to the person on the other side but they’re blasting loud music in the store and the phone is so quiet that I cannot hear anything.

I ask the person on the other side, simple questions that she can answer with yes or no, but instead of giving me a simple yes or no answer she keeps talking and talking my ear off while I keep telling her that I cannot hear her.

She asked me one piece of information, such as what is my email address, which I give to her then there’s a long silence. After three or four minutes of long silence I asked, “are you still there?” and she still sorting out whatever she’s doing at that end.

All I needed to do was to enroll in paperless billing.

It should take less than a minute to do this over the phone, but instead they’ve created some kind of convoluted procedure that engages, a store associate, and a customer having to go to the store and then at the store it’s impossible to communicate with a person on the other side because of noise issues.

I finally got fed up and just said that I could no longer deal with this and I...

Expressing my deepest gratitude to Horechia Cassanova, the exceptional Customer Loyalty Manager at T-Mobile (8th ave & 36st NYC).

Recently, I encountered a very difficult problem with my son's cellphone and Assurance. Frustrated and unsure of how to proceed with Assurance lack of response and stonewalling for multiple weeks, I walked into T-Mobile store out of frustration after my work on Saturday.

From the very first interaction, Horechia C impressed me with professionalism, empathy, and genuine desire to help. Horechia took the time to understand the intricacies of the situation, asking insightful questions and actively listening to my concerns.

Horechia explored various solutions, calling on my behalf to multiple groups in Assurance and T-Mobile, to find a way to resolve the issue in a way that exceeded my expectations.

After spending multiple hours with my son and me, Horechia offered after her work hours when T-Mobile was closed for the day to walk over to the Post office and personally deliver the cellphone to be sent back to Assurance for processing.

Horechia even recorded multiple videos for us and our records, delivering the package to the Post office.

Ultimately, thanks to Horechia dedication and expertise, we were able to find a solution that left me feeling completely satisfied.

Horechia, is an invaluable asset to T-Mobile. Horechia exceptional customer service skills, combined with a genuine passion for helping others, truly made a difference.

Many, many thanks again to Horechia Cassanova at T-Mobile (8th...

NIGHTMARE ON 8TH AVE. Lost my phone on Thursday night. Called T-Mobile and had that phone turned off. I had another phone on this account that needed to be activated. T-Mobile referred me to Asurion (Phone insurance company) and said Asurion needs to activate my phone. Asurion told me it will take 24 hours to restore my service, this was Saturday. By Tuesday, my phone still wasn't activated. Came to 521 8th Ave. to call Asurion. The young Hispanic worker removes my SIM card and replaces it, I'm not sure why. After a 40 min. argument with T-Mobile and Asurion, T-Mobile reluctantly reactivated my phone. HOWEVER, my old phone is lost and the young T-Mobile worker removed my SIM card. ALL OF MY CONTACTS ARE WIPED OUT......GONE!! I didn't realize this until I got home later that evening. BUT.... it gets worse! T-Mobile DOES NOT STORE your contacts ANYMORE. You have to download them to Google. The phone I lost was an old model and could not download anything. My contacts are gone forever. Had T-Mobile done their jobs on Saturday and restored my service, I wouldn't have gone to 521 8th Ave. where that young man ruined my social life.

THERE'S HOPE: My cousin works for Verizon. I'm going to stop complaining and tear up my contract with T-Mobile. Enough is enough. I've been treated horribly over the years. Time to end my torment with T-Mobile...