Mijn Klacht:

First of all, I would like to apologise for contacting you in English as my Dutch is not enough to express my dissatisfaction with the T Mobile NL agents, specially one this afternoon.

The point is that on Sunday morning, at 11,39am exactly I topped up a prepaid simcard I have with T Mobile NL. The money was deducted from my Rabobank but it never went through my simcard as you can see in the screenshot I am attaching.

I am calling to Rabobank and T Mobile since Monday morning seeing that the money does not go to any destination. Rabobank blames T Mobile but they suggest me to send a screenshot to t mobile so I do. Called T Mobile and that’s fine, they say that the money could be in my simcard in the evening. It did not happen. I have called this morning, Tuesday, they have asked me to be patients, but nothing else. I have been attended by a guy named Ivo. This afternoon, getting way frustrated I have called again and a lady, named Andrea, has refused to provide me with her family name in a very rude way. Afterwards, she has told me her procedures but has not given me any objective answer. When I have show my dissatisfaction she has started talking louder to me repeating Sir! Sir! Sir! all the time, which has been quite rude and frustrating since I am just asking where my money is but for her internal procedures. The only thing she could help with is to ask whether or not I’ ve got any further questions so I said yes, since at any moment she has responded the real question and has acted like a robot all the time until she has hanged up on me. I would never ever have that type of agent in my team since I am working in a very serious company and we really care about our customer satisfaction. I could say that an agent with this behaviour would be immediately warned/ fired, although T Mobile does not care at all.

For the time being I don’t have the money yet and we are almost in the middle of the week. This is incredible.

Gewenste Oplossing:

I would be satisfied when if the money is in my simcard since it happened on Sunday already and this girl to be fired as she is not customer oriented. Many qualified people deserve the job best.