How to escalate a complaint

Hola,

Please use for this communication. My Q.com account is inactive!

I would like to escalate my concern to a higher level of customer relation service since i am getting no solutions by calling customer care. I spent almost 10 hrs in the past two weeks with customer care on the phone, trying to solve a estafa issue, for which, i believe it was an illegal act performed by a T-Mobile representative. I WAS SOLD WITH A PRODUCT THAT DOES NOT EVEN EXISTING!!

I wanted to get my mother a new phone as her old phone was broken. On Thanksgiving day, i talked to a T-Mobile representative on the phone to check out my options. The representative told me that in order to get discounted phone, i had to switch plans. He sold me a plan called "T-Mobile Essential". The representative told me that T-Mobile Essential will cost me the same as my old plan each month, without adding any additional line(s). There will NOT be any increasing on the plan costs. By switching to T-Mobile Essential, I will be able to get the IPhone 15 Pro at $1,000 discount without trading my old phone. Then, at the end of the conversation, the representative also asked me if he could find me a FREE IPhone 13 for my mom, would i consider turning in my old Iphone-12 for an additional $220. With the above information given to me, I agreed to switch the plan to T-Mobile Essential. However, it turned out that they switched me to the T-Mobile 5G plan, which is costing me additional $30 more each month. I called to address this concern, i was told that whatever the representative told me does not exist!, I will have to pay $30 more each month or they will take away all the discount from the IPhone-15. In addition to this, the IPhone-15 is not discounted at $1,000 because the $1,000 included that $220 trade-in value. I requested customer care to listen to the recording of the conversation and help me to resolve the scam from there. No one care! No one calls me back as promise!!! As of today (01.04.2024), i am still being charged for $150 per month for the 5G plan plus the installment for the IPhone-13 (which supposed to be FREE). 

This is very disappointed after spending 24 years with T-Mobile. I trusted that T-Mobile would do the right thing to further investigate the issue but NO ONE seems to care and wanting to help!!!!

I have my case all written up, getting ready to report this scam to the “Bureau of Consumer Protection” so others can hear the fraudulent business practices. 

My friend suggested me to drop a message at the T-Mobile Community one last time to see if the issue can get escalate further. If not, then my next action will be escalated this to the Bureau of Consumer Protection.  

 TL