Forum Discussion
In-Store Representative Lied to Make Us Sign Up, T-Mobile Support Won't Make It Right
We were made to sign-up under false pretenses that we would be receiving a 20% monthly discount ($34) for the Magenta MAX plan from an in-store representative. He claimed it was for friends and family, and that he'd use it for us to entice us to sign up.
2 months and multiple trips to the store later, the discount keeps disappearing from our account. The store manager (Ryan) was helpful and provided us with bill credits and a new code when he didn't know what the problem was. Eventually I called T-Mobile Support (611), and they've informed us that we were never eligible for the code, and that it's too bad and we have to deal with it.
I'm furious that T-Mobile could just lie to our faces and coax us into signing up with them under false promises (which we have paper trail documents from the in-store employee), only to have them yank it out secretely and told to "deal with it". If this issue isn't resolved, we are likely to cancel our plan and never recommend to any person with a conscience. This cannot be legal, I don't believe it so.
I sought some council, and it seems to be Negligent Misrepresentation (Innocent Misreprestation at best), and we will likely seek bill creditation of $34 per month as the contract stipulated or a no-fault canceling of our contract with all fees paid for by T-Mobile.
BEWARE of any promises made by T-Mobile! They cannot be trusted. Make sure to have all deals done in writing if you are at the store!
Let me tell you my story. So, in 2020, I went to the T-Mobile store and asked the rep for three phones. He told me that I was only eligible for four plans on a family plan. I went home and researched, only to find out that I could have three phones. I returned to the store to ask him to remove the unused phone. He took it off but left the phone on my account. Yay. So in 2022, my phone service began to suck. Because I could not send pictures, my service would cut off, which was horrible. I was promised by the rep that the GOGO 5G upgrade would be 180 a month for the phones. Okay, it ended up being 280 a month. It was horrible, and I struggled to pay my bills. I would consistently get my phone plan cut off, and unpaid balance fees over and over and my account grew to 800. Last week, I paid off all my phones and decided to switch to Spectrum. The phones were not unlocked. I talked to 10 reps. Each of them promised me that I would give them 24 hours and that my phones would be unlocked. One even called me and told me that he would credit my account and change the bill to reflect the newly paid off phones and it would be done in 24 hours and to wait . The following day, my phone bill was turned off. I call 4 reps who claim that a phone call was never made. (7/30/24 at 5:02 I was called). I gave them a date and time, and the rep said I had never called. I kept screenshots of the empty promises and even begged them for a receipt from my paid-off phone, but nothing came of it. The chat agent would leave, or they would say just give me a minute and never respond, or they would tell me to wait 24 hours for nothing. They lied over and over and over again to me. I will be taking them to small claims court, as I paid 1500 just to get 2 phones released. The financial struggle caused by T-Mobile's billing errors was immense and added to my already stressful situation. I cannot pay rent anymore and I did not know this would happen.
