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CMFGAR
Network Novice
Joined 3 years ago
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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"?
