Mijn Klacht:

Dear Head of Customer Service,

Over the weekend (january 6) I realised I was not receiving any internet coverage on my mobile phone. My maps and apps were not working. I called customer services and was informed there was a problem and that indeed I had not received normal service since january 3 as there was no GB usage. The representative tried to fix the problem which involved me swapping from talking to going into the settings on my phone which is not easy to do. Eventually the line went dead during this clicking in and out of settings. I thought as you asked my telephone number, address, postal code and name that maybe you would call back. Say “hey the line went dead” while we were trying to sort out the problem of you not getting the service that I pay for. Nobody called back.
No problem, 20 minutes later I called back myself and spoke to someone else. They informed me (without any real questioning) that my technical skills were not sufficient to do the same as I was doing 20 minutes ago and that I should go to a T-Mobile shop. He informed me the shop nearest to my house was on the FrederikHendriklaan Den Haag.
Thereafter I received an questionnaire on my mobile asking if the problem was resolved. We just had a 30 minute conversation and you do not know the result. No the problem was not resolved I answered. I then went to to give my honest opinion that the customer care was not good.
This is where I get really scared. This morning the customer care representative calls me in an angry and aggressive manner because I have given him a bad review (on what I thought was an anonymous questionnaire). So I’m arguing with the representative while I’m trying to work. I tried to explain to him that the questionnaire was not a review about him but that I was actually not happy at the previous lack of communication. I explained that I mentioned no names and that it was not a personal attack on him. This didn’t seem to calm him down much but he eventually stopped the call quite abruptly. I\’m totally disgusted at the lack of professionalism displayed by T-Mobile and their policies on handling personal data. No-one gets back to me to either.

Gewenste Oplossing:

I want someone in a senior poition at T-Mobile to identify themselves officially and explain what happened, why they do not get back and how I can terminate my contract.