T-Mobile is scamming?
On OCTOBER 10, 2021, I went to the T-Mobile store located at 9024 Jamaica Ave, Queens, NY 11421. I was offered a trade-in my IPHONE 11 for an IPHONE 13 PRO MAX and get a credit for every trade-in I make since I am trading it in. The gentleman who helped me was named Joseph. But apparently when he was doing it that same day the system went down or something. It is not my fault that the system went down or something wrong went down. If it went down it is YOUR COMPANIES fault. I should not be held accountable for your company's errors and actions. I traded-in 2 IPHONES 11. So both CREDITS STILL HAVE NEVER APPLIED. It has been about over a year and STILL NOTHING HAS BEEN DONE. I am frustrated with your company handling things because they are not even trained enough to answer my questions at all. I call every week and literally nothing has been done still which is unbelievable, annoying and very frustrating. They always say "we are investigating and I will put a note here" and still I HAVE NOT RECEIVED MY CREDITS FOR BOTH MY IPHONES 11. I have all of the papers that I have gotten from T-Mobile. I have the tracking number and everything. NOW APPEARTLY T-MOBILE CANNOT LOCATE MY 2 IPHONES WHAT A COINCIDENCE DON'T YOU THINK? IPHONES HAVE SERIAL NUMBERS HOW IS THAT EVEN POSSIBLE. That is not my fault that is your company's fault ONCE AGAIN not doing their job correctly and not being trained enough! I have even been to the store several times and it is literally back and forth with all of the company's employees. They always say "we can't help you, call customer service". I call customer service and they say "go to the store they will help you". Clearly nothing is being done by your company's employees. I would not like to call and talk to Telemundo 47 and Univision, I am sure they would like the whole scoop of how every T-Mobile employees avoid to helping THEIR PAYING CUSTOMERS. I also know that every time I call everything is recorded. I know you guys have the recordings of me speaking clearly to your company's representative and telling me "yes, send your 2 IPHONES 11 and we will apply your credits soon as possible in your billing cycle". I also asked why it says 2 IPHONE 13 PRO MAX with the serial numbers INSTEAD OF MY 2 IPHONES 11, they said "it fine since I will put a note here and the line is being recorded for training purposes". First of all if I am agreeing to a trade-in why would I return my BRAND NEW 2 IPHONES 13 PRO MAX. Think about it. You guys have my recordings clearly stating that it is fine that is says that and the employee put a note. I have the serial numbers from both my iPhones 11. You could never be too careful clearly. I called and I was told it's lost shouldn't everything get scanned since it's a huge company in the warehouse. The phones we sent together and T-Mobile provided me with the tracking number. I literally wrapped them carefully and mailed them out asap. I followed all of he instructions. What a coincidence don't you think? It been about ONE YEAR and still NOTHING AND I HAVE NOT RECEIVED MY CREDITS. I will send copies of what I have received along with this letter. T-Mobile is very unreliable. Hopefully this LETTER DOESN'T GET "LOST" AS WELL.
Not getting the price on my bill i was quoted
So about a month ago I was contacting TMobile via the messaging app and was asking about plans to move the rest of my family over. During when we were chatting I was quoted an offer for 4 lines on Magenta with the third line being free, for $105 w/autopay. On this plan two phones would be free, one I phone 11 for $12.50/month, and one Google pixel 6 for $4.25/month. So I was like "ok this sounds good I'll go to the store and sign up" which I did. I went to the store showed them what I was quoted and they said "alright I'll get that for you" an hour later and we were out the door thinking that our bill was going to be $121.62/month because this is what we were told and did not receive any other information from the clerk that it would change. Fast forward to yesterday I saw my bill was $231/month and immediately called TMobile and they said that my bill is $156/month with a $75 prorated fee. I was like "ok I get the $75 prorated fee but why is the bill $156" and I told them what I was supposed to get and they repeatedly said the my bill was $156/month. So I said can I speak to your supervisor, the supervisor (Sam) came on and I said that I was quoted this certain amount and they went through my messages and saw that I was correct. She than said that she will contact the business department and see if they could make the bill what I was quoted. Now on to today, Sam called but did I could not answer bc I was busy. I called T-Mobile back, but I had to explain all of this to another rep bc I had to wait all over in line even though I was returning a call. After an hour of not getting anywhere with that rep, I told them to connect me with Sam and she did. Sam got on the phone and told me that the business department could not do a change, even they most definitely can. But she repeatably said that I could take the essentials plan for the price I was quoted or I can move up to magenta for $156/month. After this I said "I'll have to think about it and I said could you give me a call back tomorrow" and she hung up. Now keep in mind I moved all of my family over, bought 4 phones with the understanding that my bill would be $121/month. It was there fault and bad communication on there end as well. What kind of customer service is this? Im going to escalate this further because what happened to "the customer is always right"? ight"?
