Misled twice causes financial hardship
I accompanied my son's fiancée to transfer my sons phone to her account from my account. The lady told her she could upgrade his pixel phone to the newer generation for $100. So she paid for it. Then she told us her bill would not go up at all for adding the extra line. August 5, 2022 Then she got a bill for double what she was paying $240. and on it showed a new pixel phone for $550. She returned to the store and talked to the same lady who said it was an error and she would fix it. She told her it had created a financial hardship and if there was an increase and charge for the phone they would have kept the phone and not make any changes.September 2022. Next bill same issue so she went back and someone told her to ignore the new phone charge that it wasn't a charge just a note on the bill. She asked them to take it off but they said it was just a record. Because the bill did not reduce, they could no longer afford it, so today 10.15.22 I met her at the T mobile store I go to and transferred their numbers to our plan. They did the transfer wrong the first time and had to redo it. I was charged for two transfer fees instead of one. Then I got an email for a document-sign and it was for the Pixel phone we were told was already paid for with the $100. In August. Needless to say, we were greatly misled and we don't know how to solve the issue with this phone. If they would have told us there was a huge charge for the phone shewould not have done it. They took away herchoice at that time. We need to get this resolved ASAP since they are basically holding it over us and if not okayed in 48 hours they will suspend the two recently added lines to our account. The accountabilitylies with T mobile store not us.