Complaint regarding billing and service issues

I am writing to formally express my deep dissatisfaction and frustration with the service I have received from T-Mobile and to address a series of troubling issues that have left me feeling scammed.

Over the past several months, I have made multiple calls to your customer service representatives with the intention of removing specific services from my account. Each time, I have only found that one service was removed while others remained unchanged. This situation has caused me to incur unnecessary charges for services that I explicitly stated I did not want.

One particularly disheartening example involves the insurance charge for my S8+, which I have been paying for over three years. When I attempted to replace my broken phone, I was informed that I could not do so because I was using a replacement phone. However, upon calling again weeks later, I discovered that the insurance charges were still being deducted from my account.

Most recently, I visited a store to explore options for a new phone and to reduce my monthly bill. The service representative informed me that, since my current phone was an A12, I had limited upgrade options. He suggested opening a new account to save money, assuring me that my old number could be transferred. However, when I contacted customer service to facilitate this transfer, I was told I would need to wait until the end of my pay period, despite my insistence that I did not want to incur additional charges.

After missing a follow-up call due to an emergency, I was informed that transferring my number was no longer possible without adding a new line, which would significantly increase my bill - contradicting the very reason I sought to make changes in the first place. Eventually, I was given conflicting information about upgrading my old account and closing the new account without charges, only to be told at the store that it was not possible due to the 14-day policy.

Each interaction has left me feeling misled and frustrated, as it seems that I am continuously caught in a cycle of conflicting information and hidden charges. I am particularly concerned about the sales tactics employed by your representatives, which seem to prioritize upselling rather than addressing customer needs.

I kindly request that you review the transcripts of my calls, as I believe they will substantiate my claims of having been misled and overcharged. I would also appreciate a copy of these transcripts for my records, as I feel strongly that I have been subjected to unfair practices that have caused me both stress and financial strain.

I hope for a prompt resolution to these matters, as I wish to continue my relationship with T-Mobile under more transparent and fair conditions.