Spotty Service 98390

To Whom It May Concern,

On numerous occasions, I have communicated with T-Mobile representatives by telephone and texting through the App, to your billing and later the help desk last week. Originally, I attempted to resolve the issue with my T-Mobile July bill. I had One Pass added to my service from mid-March through mid-June 2023 and I had no problems. I did not renew the One Pass for the next month because I had been previously informed that One Pass was only available for a maximum of three months and that I would not have to do anything to terminate One Pass because it would expire on its own. In July I received an extremely high bill for so-called roaming charges according to the representative. She said that I should have turned off the roaming of which I had not been informed but again was told that there was nothing for me to do. The representative also stated that the information that I had received was incorrect, and I do qualify to continue One Pass, so I added One Pass for another month. Once I got off the telephone with the representative, I began to experience various technical issues. I called back and was transferred to an expert in the technical department. However, his advice all, but total killed my telephone service. I later discovered that he did attempt to call me back, but the calls went directly to voicemail.

After several attempts to contact T-Mobile, I finally managed to contact another representative who informed me that my problem was not technical but rather my current plan. She said that my current plan was the problem and that I needed to be on the Magenta 55 Plan. She stated that the Magenta Plan would only cost twenty more dollars than my current plan and that Panama was included in the plan and that I would no longer need the Pass One Plan (or to pay an additional monthly $50.00), nor would I need to use roaming. Although I questioned her advice because my prior plan had worked for three months with no problems. She assured me that all I would have to do is hang up, turn the telephone off, then restart it and that would fix the problem. She also agreed that she would call me back in ten minutes. She never called me back and the telephone did not work. The next representative would not verify whether the prior information that I received was correct or not but stated that I should give the Magenta Plan more time to work otherwise there was nothing that she could do. 

I have waited the entire weekend and I cannot call out and only can receive calls, texts, emails, and internet if I turn on roaming. I have been continuously lied to and believe that your actions violated the Federal and State Deceptive Trade Practices Act. Although I was informed that I would receive service and not be charged for roaming, that does not appear to be the case. If you cannot correct the issue, please let me know because I am continuing to lose business daily. Please immediately return me to my original plan that I had before adding the Magenta 55 Plan as I weigh my options for future telephone service.

Again, I am emailing this complaint because I cannot make external telephone calls, not even to T-Mobile. Oh yes, I am still waiting for my many return telephone calls from T-Mobile representatives, a promised.

Respectfully Submitted,  

KVB