Language Barrier Issue with Customer Service

[formercanuck]

I typically can tell that they are from the Philippines. Easiest way to know is that you will be prompted for your pin. US teams get it through the ivr. I won't give it verbally, and they can auth using text.

Sent from my SM-G991U using HoFo mobile app

[PaulCrawhorne]

Why not give it verbally?

[Serial Port]

US teams get it through the ivr. I won't give it verbally, and they can auth using text.

Go ahead and do everything online then, no problem.

The phone reps are not supposed to open your account until it has been verified. As a CS rep, I dealt with customers who refused to provide authentication and even if they demanded a manager, they would also be refused by the managers. It doesn't matter if the IVR confirms the PIN, if the computer asks for additional information, the customer is required to provide authentication.

[formercanuck]

Why not give it verbally?

So ... when you have a system to authenticate you that people in other countries (those with the chickens, children playing) have your PIN, it can be used to ... gain access to your account as 'you' authorized (how else would they get the pin). If I've already been verified by IVR, and it works in the US for reps... why doesn't it work in the Philippines ?
As Serial Port has mentioned ... they are starting to get better, and send either a text with 'one time pin' to authenticate, or the T-Mobile authenticator app. Kind of like going to the grocery store and having the sales clerk ask you for your pin on your debit card.

[ggainey]

I dad the problem with language just a few days ago. The CSR didn't seem to have any problem understanding me but I just couldn't understand her. Tried to make it work for probably 10 minutes and finally just said I am sorry but I just cannot understand you and hung up.

[zapjb]

I get good results usually saying I'm hearing impaired & I need to speak to someone in the USA.

[Serial Port]

I get good results usually saying I'm hearing impaired & I need to speak to someone in the USA.

That's OK, just be aware you will have to wait longer to get a rep. It is your right.

That reminds me of an incident at my old call center here in Florida. We had a CS rep who grew up in England and had a very distinct English accent. He received a call from a customer who insisted that my co-worker was in a different country and demanded a US rep instead. Despite his efforts to confirm he was in the US, the customer refused to authenticate the account. Eventually, the caller hung up on him. My colleague was perfectly understandable in my opinion, but Oh well!!

[PaulCrawhorne]

All depends what you're used to.

I've lived 90% of my adult life outside of the US so my ear is tuned to many different accents including Pinay.

Working class urban Aussie was the hardest for me, took many years.

[LTENetwork]

Has anyone called customer service and had issues understanding the representative? I called about a request to change a hotspot rate plan and receive a totally different more expensive plan that was originally quoted. When the rate plan was quoted, I verified back with the representative the quoted plan and he said yes. Well looking at the account today, the plan is $30.00 more WTF.

Tried to call today and and again language barrier. They did not understand . I don’t know what to do. Not being rude, but I thought one of the Un-Carrier promotions was local support team. What happened with this?

Send an email over to executive team. You can find this by searching for it on the internet. In my case I use the online systems to select the plan so there is no miscommunication. Im only on a T-Mobile trial I self provisioned online with esim now but the online systems have been straightforward. Reps have language barriers but also work on commission so its best to signup or change plans online.