Forum Discussion
T-Mobile breaking promises to seniors who were offered price-lock guarantee for life on 55+ rate plans
In 2017, I signed up for a 55+ rate plan with the assurance that my monthly rate was price-locked for life. This incentive was a primary reason that I switched from AT&T to T-Mobile. Now, T-Mobile ...
I submitted a complaint to the Washington State Attorney General, who relayed my complaint to TM. I received a call back from a "Customer Resource Specialist" who I reported on previously on this chat group. Today, I received the response that TM sent to the AG's office and am including it here. For anyone who lives in the State of Washington, I urge you to file a complaint with the AG's office. There is not much else they can do unless they receive numerous complaints. For the folks at TM who are monitoring this chat group, know that what you have offered is corporate double speak, gaslighting, and broken promises. We are boomers and not dead yet.
8 de julio de 2024
VIA EMAIL
Consumer Resource Specialist
Consumer Protection Division
Washington State Attorney General
800 Fifth Ave. Ste. 2000
Seattle, WA 98104
Your File No. 669988
T-Mobile Account No. 960596759
To Whom It May Concern:
T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 20, 2024, regarding the above-referenced account.
T-Mobile regrets any concerns Mr. M may have experienced regarding their account, and we appreciate the opportunity to respond. T-Mobile records indicate M activated service on September 9, 2017, and maintains two voice lines of service ending in 4365 and 3448, subscribed to the ONE Plan Unlimited 55 rate plan at the monthly cost of $80.00, including taxes and fees. Additionally, M is enrolled in AutoPago, in which they receive a monthly discount of $5.00 per eligible line while using an eligible payment method.
On January 5, 2017, T-Mobile announced Sin contratos. Sin contratos is one of many ways T-Mobile showed our commitment to providing the best value in wireless. Con Sin contratos, T-Mobile committed to its customers that if it were to increase prices and customers chose to leave as a result, T-Mobile would pay the customers' final month's recurring service charges, as long as customers notified T-Mobile within 60 days. Consistent with that commitment, customers who activated on an eligible rate plan between January 5, 2017, and April 27, 2022, can request to have their final month's qualifying service charges reimbursed if their rate plan price increase and they choose to cancel service. Customers simply need to request the reimbursement within 60 days of the price increase.
From April 28, 2022, to January 17, 2024, T-Mobile began offering Precio Fijo on new account activations on qualifying rate plans. Precio Fijo guarantees that accounts activated with a qualifying rate plan, within the enrollment period, would not be subject to a price increase, so long as the account remained in good standing and the customer remained on the qualifying rate plan. If a customer migrates to a new plan not covered by Precio Fijo, la Precio Fijo guarantee will fall off the account given the customer is no longer on a qualifying rate plan. As M's account was activated before the above mentioned enrollment period, their account is not eligible for the Precio Fijo guarantee. Consumer Resource Specialist July 8, 2024 Page 2 of 2
P.O. Box 37380 Albuquerque, NM 87176 www.t-mobile.com
T-Mobile periodically reviews our plans and services to ensure that customers receive our latest benefits and features. As costs continue to rise, T-Mobile has made some small adjustments to the pricing of some of our older rate plans. On May 22, 2024, T-Mobile began notifying customers enrolled on older rate plans that their plan's monthly recurring cost will increase as of their June statement.
T-Mobile notified Myers that their ONE Plan Unlimited 55 will increase by $5.00, as of their next bill cycle, June 10, 2024. M's plan type, benefits, and due date will remain the same. If M is interested in shopping for a new rate plan or would like to review our current rate plan offerings, we encourage them to contact Customer Care or visit T-Mobile.com/cell-phone-plan.
On June 25, 2024, our office contacted M and advised them of the information above. T-Mobile regrets any inconvenience to M
Based upon the above, we respectfully request that this matter against T-Mobile be closed.
Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me at the address listed below or at 425-***-****.
Very truly yours,
T-MOBILE USA, INC.
Alton L
Respuesta ejecutiva
