MISLEADING SALES REP
I called T-mobile to lower my monthly plan. I canceled 3 tablet internets that I was paying promotional $50 / month for those 3 tablets and also changed my plan to get a lower rate. The representative canceled the lines, changed the plan and told me that I was all set. Here I am so happy that I deducted a chunk of my bill. 2 days later I get a notice from T-mobile that I owe $142.00 extra on the bill. I call and they tell me that I had to pay Partial plan charges because since I canceled the plan I had to pay the "prorated" charge which actually cost $65.00 each. Excuse me??? The representative mentioned NOTHING of this. He happily changed my plan and went about his day. Do you not think that is something worth mentioning? They went and gave me a $40 credit due to the "inconvenience" and apologizing wildly for the rep and that they apologize he did not mention it but there is nothing more they can do. I spoke with a supervisor and she was not of much help either just said the same... "we apologize the rep did not mention this". T-mobile reps apologies is not going to help me pay this bill.. I should not be penalized for the $140 charge!!! And I want it removed from my bill ASAP. Please, what can be done to get this bill resolved? I literally am in shambles because I have been so blindsided by this. I have been a customer for more than 10 years with this company and I feel like I got completely scammed there and it is all because a REP did not mention any of this before me giving the okay to cancel these plans. Someone help please.
Lied to and billed for a phone that I was offered for free
I have been a good reliable Tmobil customer for over 4years. I have multiple lines on my plan and I've never missed a payment. I ordered and paid for a new phone just before Xmas 2021. The phone was never delivered. I called to ask where my phone was and was told they couldn't find the phone and had to investigate. A rep was supposed to call me back. By the second week of Jan. the issue still wasn't resolved and I did not receive a phone yet. Tmobil was still unable to give me a clear answer on what happened or when I'd receive myphone. I was upset and called backon Jan. 7th to close my account. The operator was distressed and saidshe could not lose me as a customer. She asked if a free phone would get me to stay. I agreed and signed the paperwork for a new phone. I received the phone within 1-2 days and all was well until I got my next bill and saw that I was being billed for the phone. I called customer support several more times trying to resolve the issue. By early March my frustration level was through the roof. I've made so many calls and wasted so much of my time. I called to cancel my account and was told that if I left, I would still owe for the balance on the phone. I said I'd send it back but the rep said too much time has passed. I asked to speak with a supervisor. I was given to James rep# 9991310431 who insinuated that all along this was just a scheme I hatched to demand a phone. That whatever happened between me and the service rep on Jan. 7th was my fault and that I agreed to pay for a new phone. I asked him to listen to the recorded call, he said he did and that I agreed to buy a phone. I know that's not true so I asked James to let me listen, he said that wasn't possible. I asked if somebody else at Tmobil could listen to the call. He said he was the highest level of authority I would be able to reach and that nobody else at Tmobil would bother to waste their time listening to that call. I asked James for the number to customer relations, he said that Tmobil (a giant phone company) doesn't have a phone at customer relations and that I'd have to write them a letter. If I want to speak with somebody else, I will have to wait 72 hours for somebody to call me back. This all seems crazy to me. I'm a working father of three children with a life, I don't have time for all this and I'm not just going to be bullied into paying $1000 for a phone I was told would be free. I want my money back and I want to take my families business elsewhere. I can't believe that there's no way to contact anyone at Tmobil with the authority to assist a very displeased customer besides James, who has insulted me multiple times now. If you are reading this and you are on the fence about using Tmobil as a carrier, this will be your reality if you ever need customer service. I don't recollect ever calling for help with anything else in all my time with this company.The one time I need help due to unusual circumstances that were no fault of mine, I've been lied to, scammed, hassled, bullied, insulted, stressedand have had hours and hours of my time wasted.
false promises
After one year of being a customer with T-Mobile, I had no issues. I always got great customer service. I had decent coverage for my area, no complaints really. I added two lines and brought both my parents over from Verizon because I was so satisfied with my service and it was much cheaper for my parents who are elderly, T-Mobile told me they would reimburse me for the final bill for last month of service with Verizon as well as Reimburse me for any amount owed on the phone as long as the combined total was $800 or less. I understood this. I thought this was great so I did as stated. They did in fact, reimburse me $527 for paying off one of my parents phones, the second phone was already paid off but when it came time to pay the $214 last month of service to Verizon, T-Mobile all of a sudden didn't have a clue what I was talking about. Even though they record all their phone calls, they would not look or listen to verify. This is what I was told. Customer service simply put me on hold forever and ever come back and repeat the same information That I was only getting $527. I was not allowed to speak to a supervisor I was not allowed to speak with anyone else. I was simply told I would be able to do it, but my hands are tied. I'm bout to bounce. I hate being lied to and I was curious if anyone else experienced the same situation or something similar. Gracias.Customer Service flat out lied to me about promotions
I wanted to do something really simple and make a new account under a released phone line. The customer service rep who helped me was very nice at the time and helped me make a new account for this line. I was also trying to take advantage of a promotion for 800 dollars off a new Samsung S23+ since i was opening a new account. I asked the representative if this would affect my coverage since I was switching plans and getting a new phone. The rep Promised me it would not and i could at any time switch between phones if i liked. I asked multiple times if the new phone would still be the same phone number and Fred the rep said it would. I'm thinking to myself that T-mobile actually honors their word. I find an E-mail today thanking me for opening a third line. I thought that was weird and called customer service. Apparently the promotion was for opening a NEW phone number. Of course I was frustrated after spending 6 Hours (8 at the time of writing this) to get my problems resolved. I went through 8 people now (Janica-Supervisor - 602-854-109) (Fred - 846-768-92) (Whitney J- 2466) (Idaesha - Supervisor) ( Alysha-Supervisor) (Kerry) (Derrick) All of which refused to help me, The three Whitney Idaesha, And Alysha were also very rude to me and gave me nothing but attitude and tried to talk over me. All I want is to get what was promised (And PAID FOR) to me. Every single one of them basically told me I was out of luck and there was nothing they will do for me to resolve this situation. I just want my number on a line and the phone/watch that was promised to me. Why is T-Mobile opening more phone lines for me? This is not how a customer should be treated. T-mobile needs to make this right. There's no reason A customer should spend a whole working day figuring out why there's extra charges on an account.I feel lied to
When I purchase my plan, the representative when asked how much high-speed data I could expect before "deprioritization" he said that it was up 100GB but now what has been a day later. I'm already at 50 gigs and it's telling me that my data is going to be slowed down until next month. I just feel like you know if he didn't know what he was talking about why would he you know say that or why wouldn't he look it up so that he knew for sure?iphone 11 trade in
I was told at T Mobile that I could receive $800 for my iPhone 11 which would go towards my bill for the iphone 13 pro max. The bill is originally $36 for 30 months before the credit.They printed the labels & told me that I needed to send it in. When I get home I see that the label said customer accepted value$180. Which is very untrue. No price other than $800 was discussed if I knew it was only worth $180 I wouldn't of accepted the phone.Did this happen to you? If so were you able to return whatever phone you accepted & get out of contract? Or complain & get more than what was on your label.
Tmobile is doing false advertisement
When I log in to my T-Mobile account it says I qualify for the upgrade of the IPhone 14 pro at $0 down and $41 monthly. I decided to go for it, I select the phone I want to upgrade (not trade in) and it ask me if I would like to pay full balance or proceed with zero down and $41 monthly, and once I select the zero down optionand make it to the end, it proceeds to say I need to make a deposit of $249. I called and a rep told me that a lot of costumers were getting that message and it was a glitch in their end. I asked If this can be honored because I've never had to put a down payment and have been a costumer for 10 years, I was told they were going to look into it and give me a call back in 48hrs to see if deposit can be waived.. SURPRISE!!!! I never got a call back! So I reach back out and was told my account was reviewed by their "overseas team" and no notes were added and that the supervisors are all in a meeting and can't talk… how convenient 🫠 I swear this company just gets worse every yearlied to by rep in text
I got into a txt conversation with a rep in order to remove a SIM that was no longer needed. They tried to sell me on switching it to a watch or something else and I said no. Then they offered to check to see if I could upgrade my phone and I said sure. After checking everything they said I could take my current phone into store and use it as a 400$ down payment on a s22 ultra and that I would pay nothing. I drove 20 mins to the store for them to tell me that's not how it works but I could upgrade and it would just cost me 399$. I said no, drove 20 mins back home and got into another txt with a manager. She said she would look into everything and make it right. After spending 2 hrs in txt she gave me an offer of the same phone and when we got down to the very last bit tried to bill me 399$ again. She did not fix anything. I feel like I was lied to and that they are doing everything they can to get every penny out of you. I have screenshots of the entire conversation including where the rep told me to go to the store to get my phone and not pay anything. What do I do? I feel cheated.
