In-Store Representative Lied to Make Us Sign Up, T-Mobile Support Won't Make It Right

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.

Same thing just happened to us…..we were with Sprint 25 years and have a daughter traveling out of country. In-store rep today said a new international plan would save us $29.70 a month….I agreed and moved to the new plan. A few hours later we see that our bill is now going to be $100 more than we were told and we cannot go back to the old plan. On line rep was fine, but she would only give us a legal address to send our complaint to…..

Hate to say it...but it’s been typical at these stores….same thing happened when we signed up for internet from T Mobile….it’s a crisis with the T-Mobile exces who approve this method of trickery….we were basically lied to.

I think it’s time to move to Verizon.

fgff

We signed up for Magenta Max+ in October 2022 and were offered "free" phones.  I had a 2 month old phone, but the sales rep said "It's free, why wouldn't you get it?"  Then we were told we owed over $200 dollars. We said that we thought they were free?  The sales rep said we owed tax on them.  Our TMobile home internet has been a terrible experience.  Very slow. Constant interruptions and outages. Then in October and again in December our internet all but stopped.  We were told that we had used up all of our data and it switched to a slower speed.  We bought more data, it sped back up.  New billing cycle started and it slowed back down.  

All this to say, we finally gave up and switched our innernet to Verizon.  We called to cancel TMobile home internet and found out how much we are really  paying for our FREE phones.  Also, there was to be no contract and here we are stuck with 2 phones we do not need for which we owe over $600. 

futm wrote:

I had a similar experience. A sales agent on the phone by the name of Deja promised us the moon, when all we wanted was the Essentials 55+ plan plus bundled internet. After insisting we only wanted the 55+ Essentials and triple checking to make sure she signed us up to the right plan and assured that this was the case, found that no, in fact she had signed us up for the most expensive plan and none of the promises she made - free Netflix, $200 mastercards per line, were true. The billing situation still isn't correct and as I type this, am waiting on hold AGAIN to talk to billing in order to correct the error.  I'm guessing Deja was trying to meet a sales target and could care less what we wanted. Probably was hoping we wouldn't check our bill until it was too late. She should be fired and Tmobile should have worked to correct the problem. If the billing situation isn't fixed by next month, I will be kicking their service to the curb forever and going with one of their competitors. 

So true. Me too

I have not been with tmobile for 1 month yet and I am experiencing this EXACT PROBLEM. Why are these associates so comfortable doing this? My bill is ridiculously high. None of the credits promised are being reflected. I will have visited this store every week for 4 weeks  straight when I go tomorrow. I live a very long distance from the store.  I really regret coming to this company. This has been a nightmare. The service is great but they are BIG LIARS and literally ROB YOU FOR LOTS OF MONEY. WHY IS THE WORLD SO CORRUPT? HOW IS THIS S#$T LEGAL?

I switched 2 phonelines & internet to TM back in April.I was not offered any FREE 2023 phone as all their advertisements claim from in store rep. My old phone quit working immediately as it wasn't compatible with their 5G network. I phoned CS for assistance. I was offered S20FE however my son was not offered any upgrade. I spent 2:39minutes discussing exactly what upgrading hus phone would cost. I was told $6.00, however when I received the contract to E sign it stated $30.00 for 24 months. When I called back for the 5th time to discuss "this months promotion" as I've been attempting to upgrade my son's phone since April ( he gets no 5G), NO NOTES or quotes were documented in all my 2 hour calls since April. Magically they all disappeared & no one can help. I also had been told it was $25.00 to add another line, however that was also false information. TM started out good but now their true colors are shining through just like my previous carrier & their #1 competitor. 

I'm furious over TM's repeated lies,false quotes, & promises and no follow up

Soon to be x customer as they've told me too many lies & my son still doesn't have a working 5G phone

I had a similar experience. A sales agent on the phone by the name of Deja promised us the moon, when all we wanted was the Essentials 55+ plan plus bundled internet. After insisting we only wanted the 55+ Essentials and triple checking to make sure she signed us up to the right plan and assured that this was the case, found that no, in fact she had signed us up for the most expensive plan and none of the promises she made - free Netflix, $200 mastercards per line, were true. The billing situation still isn't correct and as I type this, am waiting on hold AGAIN to talk to billing in order to correct the error.  I'm guessing Deja was trying to meet a sales target and could care less what we wanted. Probably was hoping we wouldn't check our bill until it was too late. She should be fired and Tmobile should have worked to correct the problem. If the billing situation isn't fixed by next month, I will be kicking their service to the curb forever and going with one of their competitors. 

!!! Update:

I contacted T-Mobile support throughout the week, and last Friday (3/31) a representative gave me the impression that the issue is taken care of. However, I'm getting mixed messages saying that the issue has been escalated to a supervisor which means the situation is still unresolved.

If T-Mobile makes this right then I’ll let you all know.

Same here, signed up November 10th every billing since has been wrong and I have 13 pages of screen shots of every time I have contacted. Finally a supervisor contacted me and offered a one time credit for the year $810. Which is fine but what about the years after? I accepted the money and will leave after the year is up. They are losing 8 lines when I leave. The supervisor said there system will not allow them to override what I was supposed to have and promised at the store after 4 months of trying they gave up to offer me $810.00

If anyone from T-Mobile reads this do know I will never try or come back to your screwed up service/system.