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Manofintegrity
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Re: T-Mobile breaking promises to seniors who were offered price-lock guarantee for life on 55+ rate plans
Upon receipt of my email to the CEO (pasted previously), the office of the T-Mobile CEO has reached out to me. A very nice lady who identifies as a "Senior Specialist, Team CEO" called me late this afternoon. She was quite willing to listen to my story, and expressed her apologies for the fact that I was "disappointed" in the service. Although she was totally cordial and professional, this was obviously a "CYA" followup. She assured me that the credit for my last month's cost would be applied. Nowhere, however, was there a mention of the fact that a promise was ever made or broken. She, once again, mentioned that "inflation" was hard on everyone, and that the price increase to those of us who were promised our monthly cost would NEVER increase was necessary. Nuff said!25Visto0likes0ComentariosRe: T-Mobile breaking promises to seniors who were offered price-lock guarantee for life on 55+ rate plans
As a final action on my part regarding T-Mobile's lack of honesty and integrity, I have written an email to Mike Seivert, CEO. For what it may be worth, here's the text of my email: Dear Mr. Seivert, My name is XXXX. Up until a few days ago, my wife and I were part of the T-Mobile family in that we each had our cell phone service through the Magenta 55+ Unlimited plan. We signed on to the plan at your store in North Myrtle Beach, SC in November of 2020. The process of switching was easy, and the folks in the store were very helpful. One of the main reasons we made the switch from Verizon to T-Mobile was that we were PROMISED that our monthly rate would NEVER increase as long as we maintained the plan. We made no changes to our plans at all, and we paid through autopay every month. $90 each month, including taxes and fees and "Netflix on us". We always got good service, and we enjoyed the benefits of the plan. Then, several months ago, I received a text informing me that our rate would be increasing. I thought it had to be a mistake since we had been promised that the rate would never go up. I called your customer support several times and was basically told this: "Yes. We did promise that your rate would never increase, but we now find that with the cost of everything going up we must impose a small rate increase". That nonsensical reply angered me. So ... I went onto the T-Mobile community site to find out if I was the only one who felt I had been lied to. The answer was a resounding "NO"! It seems that many senior citizens were in the same boat as my wife and me. Again, I reached out to customer support for help, but the rate was increasing and that was that. My next steps were to file complaints with the FCC and the South Carolina Department of Consumer Affairs. Each of those received a written reply from T-Mobil which was laden with lies and "blowing smoke". No where did the reply say that we had been promised that rates would not increase. I continued the battle through those two entities and with the SC Attorney General's office. T-Mobile stood fast in it's denial of the promise that it had made. Eventually, I came to a conclusion: It's obvious to me that T-Mobile has decided to trade its integrity for the few dollars it would get from seniors who had been promised a stable rate forever. That's when it dawned on me that I didn't want to fight this decision any longer. Honesty and integrity are important in any relationship, and I don't want to do business with a company where those virtues are meaningless. The bottom line is this: I have now severed my relationship with T-Mobile, and I've switched the service for my two cell phones to a competitor. They seem to honor and treasure their integrity. Please know this: It was NEVER about the money! It was about an agreement between me and T-Mobile, and a promise that your company decided not to keep. Most of the folks involved in this issue will be dead in a few years, and the added income to you would be negligible anyway. The true colors of what you stand for have become abundantly clear for me, and as I told one of your reps, if you came to me with a promise of free service for the rest of my life, I would not do business with you. Integrity is highly important to me. I have an expectation of integrity of those I do business with, and your company has not met that expectation. I hope the results are worth it to you. --12Visto1like0ComentariosRe: T-Mobile breaking promises to seniors who were offered price-lock guarantee for life on 55+ rate plans
Manofintegrity wrote: levi1111 wrote: File the complaint with the FCC using the link provided in one of the posts. It was easy. Maybe the FCC can pressure them to honor their promise and a lawyer will pick this up and file a class action suit. When I called, the agent tried to get me to change and then offered to pay the lasylt month if I chose to leave. The minute I do that, I break the contract and cannot hold them to their contract going forward. I will hold out, pay my bill so their is no lapse and hope the FCC and or a lawyer can help hold them accountable. I filed with the FCC weeks ago. Also with my state Dept. of Consumer Affairs and AG. All of them are responsive, but they all say they're simply acting as a "go between". They forward the complaint to T-Mobile, then T-Mobile is required to respond to them and the complainer. The responses have been mostly lying and blowing smoke …which the agencies see as a reasonable reply. They'll end up doing nothing. As for a class action suit, the attorneys will be the ones who make the $$, and we consumers will get a check for $22.58. In the end, T-Mobile lied to us, and …at least for me …I've decided that is enough to make up my mind. I'll let all know how my service with Patriot Mobile is, but the process of moving my phone and phone number so far has been wonderful. I'll receive sim cards later this week, and I'll activate my phones. At that point, I'll contact T-Mobile to request that they credit the final monthly bill. I've already stopped the "autopay". Good luck to all, and I'll post a "review" on this forum later. Done! Yesterday I received my two sim cards from Patriot Mobile. Within a short while, I have used my T-Mobile app to obtain a porting code, used it to activate my two lines with Patriot Mobile, deleted my T-Mobile app, called T-Mobile to ask them to credit my final bill (as they have promised we can do if we move), and am now fully "hooked up" through Patriot Mobile. Their reps are VERY cordial, my account website is clear and concise, and their prices are fair. With T-Mobile I was paying for two lines on their Magenta 55+ plan, which included Netflix basic. My monthly bill with Patriot Mobile will be about $12 less than my T-Mobile bill INCLUDING paying for Netflix basic on my own. AND! …my Patriot Mobile sim card package contained a copy of the US Constitution! So far, the process has been reasonably straightforward, and I'm happy to have walked away from a company that has ZERO integrity. Sayonara T-Mobile!12Visto1like0ComentariosRe: T-Mobile breaking promises to seniors who were offered price-lock guarantee for life on 55+ rate plans
levi1111 wrote: File the complaint with the FCC using the link provided in one of the posts. It was easy. Maybe the FCC can pressure them to honor their promise and a lawyer will pick this up and file a class action suit. When I called, the agent tried to get me to change and then offered to pay the lasylt month if I chose to leave. The minute I do that, I break the contract and cannot hold them to their contract going forward. I will hold out, pay my bill so their is no lapse and hope the FCC and or a lawyer can help hold them accountable. I filed with the FCC weeks ago. Also with my state Dept. of Consumer Affairs and AG. All of them are responsive, but they all say they're simply acting as a "go between". They forward the complaint to T-Mobile, then T-Mobile is required to respond to them and the complainer. The responses have been mostly lying and blowing smoke …which the agencies see as a reasonable reply. They'll end up doing nothing. As for a class action suit, the attorneys will be the ones who make the $$, and we consumers will get a check for $22.58. In the end, T-Mobile lied to us, and …at least for me …I've decided that is enough to make up my mind. I'll let all know how my service with Patriot Mobile is, but the process of moving my phone and phone number so far has been wonderful. I'll receive sim cards later this week, and I'll activate my phones. At that point, I'll contact T-Mobile to request that they credit the final monthly bill. I've already stopped the "autopay". Good luck to all, and I'll post a "review" on this forum later.13Visto1like0ComentariosRe: T-Mobile breaking promises to seniors who were offered price-lock guarantee for life on 55+ rate plans
reedb wrote: Manofintegrity wrote: Just a quick note to let all know that I've pulled the trigger. I am in the process of awaiting the arrival of two sim cards from Patriot Mobile. When I get them, I'll activate my service for my wife and me. I wish you all the best in your dispute with T-Mobile. I have decided that it is their lack of integrity as a company that is most important to me. I told one of the reps I spoke to that if T-Mobile offered me free service for life, I would not take it. At my age, I can choose who I deal with and why I deal with them. Honesty and integrity have gone out the window for T-Mobile. Take care, and good luck! If you don't mind checking back in here I would love to hear how it goes with Patriot Mobile. Will do!16Visto0likes0ComentariosRe: T-Mobile breaking promises to seniors who were offered price-lock guarantee for life on 55+ rate plans
Just a quick note to let all know that I've pulled the trigger. I am in the process of awaiting the arrival of two sim cards from Patriot Mobile. When I get them, I'll activate my service for my wife and me. I wish you all the best in your dispute with T-Mobile. I have decided that it is their lack of integrity as a company that is most important to me. I told one of the reps I spoke to that if T-Mobile offered me free service for life, I would not take it. At my age, I can choose who I deal with and why I deal with them. Honesty and integrity have gone out the window for T-Mobile. Take care, and good luck!19Visto2likes0ComentariosRe: T-Mobile breaking promises to seniors who were offered price-lock guarantee for life on 55+ rate plans
You’re much more trusting of government agencies than I am. Besides, I’m coming to the conclusion that if a company has to be forced to keep their word, maybe I should just vote with my feet.22Visto2likes0ComentariosRe: T-Mobile breaking promises to seniors who were offered price-lock guarantee for life on 55+ rate plans
I live in South Carolina. I have submitted complaints to both the FCC, the SC Consumer Affairs Dept, and the SC Attorney General. I have received responses from all of them. Basically, all of these organizations say they have no legal means of requiring T-Mobile to do anything. When I heard from the SC Consumer Affairs and the FCC, they both had heard from T-Mobile and sent me a "we received a satisfactory response from T-Mobile" letter. I responded that the T-Mobile response was blowing smoke and contained lies about my plan. Both FCC and Consumer Affairs offered to send my rebuttal to T-Mobile and see what happens. I haven't heard from the second round. I see online that my next bill will contain the increase. I'm going to try to obtain a copy of any original paperwork that I signed when I originally set up the plan with them. News at 11.15Visto0likes0ComentariosRe: Price Lock
gemfire wrote: I just received a response from the FCC! It requires a response back, within 30 days or it will be closed. T-Mobile sent the same letter to me (listed above) and it doesn't even mention anything about the 55+ plan that I signed up for. Just a reminder to respond to the FCC within that 30 days for them to look into it further. If anyone hears anything else, keep us updated please! I got the same response from FCC. It's the second time they've said basically the same thing. We need to emphasize that our plan was NEITHER THE PRICE LOCK NOR THE UNCONTRACT! It was simply the Magenta 55+ with a promise by them to NEVER raise the price as long as the contract was maintained by us.11Visto1like0ComentariosRe: Price Lock
AnikR wrote: This is going to be a lengthy post, but I think it is important to read for anyone who has done, or is considering an FCC complaint. In short, I am providing the response T-Mobile has given to me in its entirety as well as voicing my own complaints about how the company is handling the response with this post. I have just gotten my response to the FCC complaint on 6/11/24. This is by far the worst response I have ever gotten in comparison to other companies I have filed a complaint against through the FCC: This is the first FCC complaint that doesn't address me by name. Normally I get contacted from someone higher up with a 1-on-1 conversation. At&t for example, I get a representative from the Office of the President along with a name to contact from there if I have related issues. In the response I got from T-Mobile, there is no person, phone number, etc. to contact and it was signed off as "T-MOBILE USA, INC." There seems to be no PII in the letter. I was not referred to by name in the response to my complaint nor was my address on the letter. My address and name was in form of a sticker on the envelope containing the response, usually I would see an account number or similar in a response like this as well, however there seems to be nothing like that. I was referred to as "To Whom It May Concern" in the letter.The response I got was a sounds like a generic copy and paste letter, leading me to believe that those filing the FCC complaint have received a similar response. It looks like T-Mobile are dead set on doing whatever they can in order to keep the changes, they have offered the solution of paying the final bill if I decide to leave the company. I am at a disadvantage here since I am paying off a device in form of bill credits for a device I got from T-Mobile as a replacement for a family member's device under a deal, I would be forfeiting the credit if I leave the company, which makes me responsible to pay for the remainder of the device. I also pay for 2 different accounts since my first account isgreater than 8 lines. The letter also provides theimplication that affected customers are replaceable and T-Mobilewould rather gaslight, lose long-termcustomers and even pay them a month just to get those affected customers to leave. T-Mobile claims that they have "began offering" Price Lock on April 28, 2022. This is false, and the links found in this thread prove it, and doing a google search for and setting the filter for results published before that date also proves it. Whoever sent this response did not read my complaint since I have mentioned that the agreement for the time I took my plan was archived through a website archival service, archive.org . Thankfully, that website exists, making it useful for situations like this. Based on the conclusion of the letter, it looks like they are requesting forthe complaint to be closed, but the letter is so generic, it is unclear if they are asking me to request to close it, or to the FCC. In either case, I will am going to wait on what happens from here. Here is the content of the letter, there may be some typos since this is an image-to-text scan: To Whom It May Concern: T-Mobile USA, Inc. ("T-Mobile") is in receipt of your correspondence regarding T-Mobile's recent rate plan monthly recurring charge update As costs and inflation continue to rise, for the first time in nearly a decade, T-Mobile has made some small adjustments to the pricing of some of our older rate plans. On May 22, 2024, T- Mobile began notifying customers enrolled in older rate plans that their plan's monthly recurring cost will increase as of their June or July 2024 billing statement. T-Mobile notified all impacted customers, by way of text message and email, of how the change specifically impacts their account, including how much their current rate plan will increase, when to expect the increase, and where they can find more information. The price increase ranges between $2.00 to 5.00 per line. All plan types, benefits, and due dates will remain the same. If any customer is interested in shopping for a new rate plan or would like to review our current rate plan offerings, we encourage them to contact Customer Care or visit T- Mobile.com/cell-phone-plans. Regarding these changes, we are aware some customers have inquired about T-Mobile's Un contract and Price Lock. With Un-contract, T-Mobile committed to its customers that if we were to increase prices and customers chose to leave as a result, T-Mobile would pay the customers' final month's recurring service charge, as long as we are notified within 60 days. Consistent with that commitment, customers who activated on an eligible rate plan between January 5, 2017 and April 27, 2022, can request to have their final month's qualifying service charge reimbursed if their rate plan price increases and they choose to cancel service. Customers simply need to request reimbursement within 60 days of the price increase. As for customers with concerns about T-Mobile's Price Lock guarantee, it is important to note that customers with Price Lock are not impacted by the change. On April 28, 2022. T-Mobile began offering Price Lock on new account activations on qualifying rate plans. For customers who activated on a qualifying plan between April 28, 2022 and January 17, 2024, Price Lock guarantees that accounts activated with a qualifying rate plan, within the enrollment period, would not be subject to a price increase, so long as the account remained in good standing and the customer remained on the qualifying rate plan. If a customer migrates to a new plan not covered by Price Lock, the Price Lock guarantee will fall off the account given the customer is no longer on a qualifying rate plan. Lines covered by the April 28, 2022 to January 17, 2024 Price Lock guarantee are exempt from the monthly recurring rate plan changes. Based upon the foregoing, we respectfully request that this complaint against T-Mobile be closed. Very truly yours, T-MOBILE USA, INC. Precisely the wording I received. It actually SAYS it's "FILED ELECTRONICALLY". Totally devoid of customer emphasis of any type.10Visto0likes0Comentarios