Benefits Removed from Account
15 year TMobile Customer here. i had a grandfathered plan for $45/mo of unlimited talk and text but which didn't included enough TMobile Hotspot minutes and when i traveled i could not connect to internet and would just add a $20 bundle. well, the last time i tried was July 2022 and the TMobile rep said my plan is SO OLD it is no longer possible to just add hot spot minutes, but if i UPGRADED to a modern plan for only $5 more per month, i could get more Hot Spot minutes AND free Showtime - which I had just recently subscribed to for $10.99/mo. seemed like a no brainer, but i was skeptical having really loved my old but very affordable plan. so guess what - before i could take advantage of the perk of Showtime for one year, it was removed from my bill and now TMobile refuses to honor it, acting either like I'm crazy for suggesting it was ever offered, OR they'll say it never came with the plan that I upgraded to, OR they cannot find where I upgraded my plan. WAS ON HOLD for 10 minutes waiting for a supervisor b/c the first "customer service" rep kept getting it all wrong from the above paragraph and would pause, get all quiet and say - "i can't find where you upgraded your plan -- do you know the name of the old plan". UM NO, THE OLD PLAN WAS 15 YEARS OLD!!! or b/c he couldn't find any Showtime offer after the upgrade, "so you want to upgrade to a plan for free Showtime?". UM NO. THAT IS NOT WHY I CALLED. "so you want to increase your plan minutes?" NOPE. I just want TMobile to honor their offer of subscription to Showtime for one year. BUT ALAS, i finally got no where even calling a 2nd time to speak to a normal person and while she did understand my predicament, also could find NO EVIDENCE of an offer in July for free HBO Max or Showtime for one year. So maybe the customer service got it wrong or maybe the promotion only stays on the BENEFITS part of our online account for 60 days, b/c the last time I paid online it was there. Now it's not. I am so mad at TMobile for treating a TRUE LONG TIME CUSTOMER this way. there, done venting.
