Forum Discussion
Dear T-Mobile, please train your reps to not promise things that can't be delivered
Edit:
The screenshot of my chat conversations in the app disappeared when I hit post, but I was told by one rep, and assured again a few days later by another that they would honor a deal that was being offered for new customers for me.
Fast forward a month, I get my first bill under the new plan. $200. I call customer service, they tell me promotional plans can't be forced, and that should not have been promised to me. We weigh our options, either stick with the new plan for $50 more than agreed upon or go back to my old plan and lose the promotional credits on the phone I purchased on the new plan. I asked if I could return the phone and was told it's about 10 days past the return window. I asked to escalate to a manager, who told me the same thing. The manager did offer me $150 in bill credits, split up over 3 months, but I declined, because that would still leave me out $397.18 (including tax and upgrade fees) for the iPhone SE I purchased under false pretenses.
It wasn't John Carlo to start. They kept swapping out reps during that conversation, when I went back in to screenshot, the notifications of who I talked to were gone.
I never got a notification that I had a new line, and no one mentioned it yesterday, but I suppose it's possible, I'd have to look. But I feel I was pretty clear on wanting to keep the 3 lines only. I felt like the first conversation in which they said they could apply the promotion was a chatbot.
Edit:
Looked at my detailed bill, only showing 3 lines. $150 for the first 2, $35 for the third after autopay discounts.
featherdown wrote:
Is it possible that you have 4 lines total now, 3 paid and 1 free? It appears they were insisting that you were adding a 3rd line, when you already had that 3rd line.
Really rude how John Carlo ignored you for over 30 minutes until you said Hello.
Attempted to upload screenshot again, did not work.
