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Marleti Valdez, 07 Nov. 2023 , 09:13pm Good morning
T-Mobile, 07 Nov. 2023 , 09:13pm Hi there! T-Mobile's Virtual Assistant here! 👋 [Read]
T-Mobile, 07 Nov. 2023 , 09:13pm In a few words, what would you like to do today? [Read]
Marleti Valdez, 07 Nov. 2023 , 09:13pm I need to speak to someone
T-Mobile, 07 Nov. 2023 , 09:13pm Let’s work on your request. [Read]
T-Mobile, 07 Nov. 2023 , 09:13pm Transferring you to our live customer support team, who will be with you as soon as possible. T-Mobile may store this message. Learn more at t-mo.co/Privacy. [Read]
Marleti Valdez, 07 Nov. 2023 , 09:21pm Hello
Abigael, 07 Nov. 2023 , 09:32pm Hi Marleti, this is Abby from T-Mobile, how may I help you? [Read]
Abigael, 07 Nov. 2023 , 09:33pm Hi, Merleti how are you doing today? [Read]
Marleti Valdez, 07 Nov. 2023 , 09:42pm Hi
Marleti Valdez, 07 Nov. 2023 , 09:43pm I’m very upset
Marleti Valdez, 07 Nov. 2023 , 09:43pm Last person I spoke to told me she would call me on Thursday so I can remember to make my payment by Friday when I get paid but I woke up today and my phone is off
Marleti Valdez, 07 Nov. 2023 , 09:43pm I can’t continue to be told one thing and then another happens
Abigael, 07 Nov. 2023 , 09:44pm Thank you for bringing this to our attention. I'll make sure that after this chat thing will be right. [Read]
Marleti Valdez, 07 Nov. 2023 , 09:45pm Thank you because I need our phones connected
Marleti Valdez, 07 Nov. 2023 , 09:46pm I get paid Friday that’s when I’ll be making the payment
Abigael, 07 Nov. 2023 , 09:47pm We understand that managing finances can be challenging at times. You can actually make payment on the day you can but please know that for us to restore the account, you have to settle the minimum 305.28 payment required by our system. Is it feasible for you to make payment today for any amount? [Read]
Marleti Valdez, 07 Nov. 2023 , 09:51pm How is it my fault tho
Marleti Valdez, 07 Nov. 2023 , 09:51pm She told me I was good until Friday
Marleti Valdez, 07 Nov. 2023 , 09:51pm I hate how bad the communication is with your employees
Marleti Valdez, 07 Nov. 2023 , 09:51pm I don’t get paid until Friday
Marleti Valdez, 07 Nov. 2023 , 09:51pm On Friday I can pay it for sure
Marleti Valdez, 07 Nov. 2023 , 09:51pm You can take it out of my bank account
Marleti Valdez, 07 Nov. 2023 , 09:51pm That was the plan her and I had made
Marleti Valdez, 07 Nov. 2023 , 09:52pm How does it change now?
Marleti Valdez, 07 Nov. 2023 , 09:52pm MKes no sense
Marleti Valdez, 07 Nov. 2023 , 09:52pm That’s why we had a plan
Abigael, 07 Nov. 2023 , 09:52pm We really sorry for the inconvenience rest assure that your service will be restore, as we honor the word of the previous rep. what you feel now is totally understandable. This is not what T-Mobile wants you to experience and I do hope that you will give me this opportunity to at least turn over your experience and sort this problem out. [Read]
Marleti Valdez, 07 Nov. 2023 , 09:52pm It’s just so frustrating
Marleti Valdez, 07 Nov. 2023 , 09:53pm The communication sucks with your team
Marleti Valdez, 07 Nov. 2023 , 09:53pm I’m at work with no phone can’t even get ahold of my daughter when we had made a plan
Marleti Valdez, 07 Nov. 2023 , 09:53pm I can’t pay until Friday that’s why I had called and made a plan
Marleti Valdez, 07 Nov. 2023 , 09:54pm we literally had an agreement to be paid by Friday and now you’re telling me I have to pay today like that’s crazy to me
Marleti Valdez, 07 Nov. 2023 , 09:55pm I don’t understand
Abigael, 07 Nov. 2023 , 09:55pm Nothing to worry about you got me here, please stay on the line please stay connected while I'm restoring your service. [Read]
Marleti Valdez, 07 Nov. 2023 , 09:56pm Thank you I appreciate you
Marleti Valdez, 07 Nov. 2023 , 09:56pm And I’m sorry for coming at you is just that this happens all the time
Abigael, 07 Nov. 2023 , 09:57pm As a one-time courtesy we can restore your service, we really understand having an active service is the most important. Your satisfaction is the most important thing to us. T-Mobile is very generous for the customer like you. [Read]
Marleti Valdez, 07 Nov. 2023 , 09:57pm I appreciate you a lot
Marleti Valdez, 07 Nov. 2023 , 09:57pm I can make my payment on Friday
Marleti Valdez, 07 Nov. 2023 , 09:58pm Can you also tell me what I have to pay to switch mine and my daughters phones?
Marleti Valdez, 07 Nov. 2023 , 09:58pm Her phones doesn’t even work and mine is all messed up
Abigael, 07 Nov. 2023 , 10:00pm Thank you for letting me know that, Nothing to worry about, let me restore first your service and I will help you with your other concern. [Read]
Marleti Valdez, 07 Nov. 2023 , 10:00pm Ok thank you
Abigael, 07 Nov. 2023 , 10:02pm You're so much welcome. [Read]
Abigael, 07 Nov. 2023 , 10:09pm Thank you for patiently waiting i was able to restore your service, and to set your expectation there is a $20 restoration fee per line maximum of $60. and the restoration fee will be charged to your next billing cycle. And once the minimum amount has been paid you can set up a payment arrangement for your account. It sounds like plan. [Read]
Marleti Valdez, 07 Nov. 2023 , 10:10pm Ok so I’ll make that payment on Friday and then make the payment plan
Abigael, 07 Nov. 2023 , 10:15pm Got you on that! After you settle the minimum payment, you have my 100% assurance that you can definitely set up an arrangement to extend your payment due. [Read]
Marleti Valdez, 07 Nov. 2023 , 10:15pm Ok perfect
Marleti Valdez, 07 Nov. 2023 , 10:15pm But it still says my account is suspended
Abigael, 07 Nov. 2023 , 10:18pm Rest assured that your account was restored. kindly please restart your T-mobile apps. We apologize for the delay. I'm guarantee you that you account was restore, I'm personally restore your service. [Read]
Marleti Valdez, 07 Nov. 2023 , 10:19pm Ok can you give me some info on changing our phones ? I’m going crazy with these phones they just don’t work well anymore
Abigael, 07 Nov. 2023 , 10:22pm In regards to your phone, May please know the specific problem with your device? [Sent]
Marleti Valdez, 07 Nov. 2023 , 10:23pm My camera is messed up and the phone keeps freezing . I had lost my other phone so my dad let me use his and it’s trash
Marleti Valdez, 07 Nov. 2023 , 10:23pm And then My daughters phone got stolen so she’s using one her friend gave her but it won’t connect with this account so she has no phone
Abigael, 07 Nov. 2023 , 10:25pm We really appreciate you for letting me know that. May I please confirm if this is the phone you are referring to the Apple - IPHONE XR,NA,64GB,RED? [Sent]
Marleti Valdez, 07 Nov. 2023 , 10:27pm Yea there’s three . Not the small cheap one but the other two lines
Abigael, 07 Nov. 2023 , 10:32pm Got you on that! And I understand how important it is to have a working device, especially if this is our way to communicate with our loved ones.
To make sure I got the right information, can you tell me what lines are associated on that device? [Sent]
Marleti Valdez, 07 Nov. 2023 , 10:33pm 978-872-9336
Marleti Valdez, 07 Nov. 2023 , 10:34pm And Not the 978-872-9342
Marleti Valdez, 07 Nov. 2023 , 10:34pm It’s the other one I can’t remember the number
Abigael, 07 Nov. 2023 , 10:36pm The other line ending is 9345 may i confirm is this the other line? [Sent]
Marleti Valdez, 07 Nov. 2023 , 10:36pm Yes
Abigael, 07 Nov. 2023 , 10:38pm I appreciate that, so here is what we are going to do for the phone connected to the line ending in 9336 we will do a warranty exchange and that will replace the phone that you have now. [Read]
Abigael, 07 Nov. 2023 , 10:40pm Then the lost phone is the one that ends in 9345, right? the other iPhone XR. [Sent]
Marleti Valdez, 07 Nov. 2023 , 10:42pm Yes
Marleti Valdez, 07 Nov. 2023 , 10:44pm But I don’t have my phone I’m using my dads phone because mine was so messed up and when I had to move I misplaced a bunch of bags and that’s where the phone was and my social and birth certificate and everything
Abigael, 07 Nov. 2023 , 10:44pm Thank you, now in order for for us to make sure that this will be taken care of we need to replace first the phone, then for the other phone which is lost as I can see there is no insurance service to it. If you want, we can add insurance then we will file a claim for you. [Read]
Marleti Valdez, 07 Nov. 2023 , 10:45pm But I don’t have either phones . I’m using my dads phone right now
Abigael, 07 Nov. 2023 , 10:47pm If ever we go ahead and proceed with the warranty exchange, we need to return the Apple - IPHONE XR. Then the other line that has a problem will go ahead and have the insurance added then we will file a claim under lost \ stolen device. [Sent]
Marleti Valdez, 07 Nov. 2023 , 10:50pm Oo but how do I get it ? I lost it in my bag with my social and my birth certificate
Abigael, 07 Nov. 2023 , 10:54pm No worries since this warranty echange was initiated thru us then no need for you to present anything , you will be receiving a notification via SMS that the phone is ready for pick up to the store. You need to present that SMS then its done. [Sent]
Abigael, 07 Nov. 2023 , 11:00pm For the lost device, you can directly call our Assurant after 72 hrs to file a replacement on the lost phone since we just added the insurance if you allow.
Or you have the option to upgrade the lost device, in this way you can get the make and model you want. To proceed with the upgrade, all we need to do is make the account current like no past due then you are good to get new phone.
May I ask what you prefer? [Sent]