T-Mobile Complaint - Baited into buying plan, complained it was wrong, up'ed contract years for correction
In the late part of May-2011, I received a telemarking call from T-Mobile informing me that they have a new plan that could save me money. I don’t normally talk to telemarketers who call, but this was from a company I already do business with, so it seemed ok and I was interested in hearing more about lowering my bill. The lady on the phone explained that she could offer me a deal whereby my monthly bill would be around 120.00 per month with the additional upside of unlimited talk, text, and internet. In addition, they could upgrade my wife’s phone in exchange for a 2 year extension and a small one-time fee for the new phone. After getting my wife on the line in a 3-way call, we/I agreed to the terms and the new phone. Everything seems fine.
As time went on, the monthly billing kept coming in around the 180.00 to 210.00 dollar range. This was not what I agreed to with the telemarketer from T-Mobile. So on 8/30/2011, I called T-Mobile customer service to tell them that my billing amount was not what I agreed to back in May, and for them to make changes to my bill to give me what I was promised from the beginning, and that was a 120.00 monthly bill. The customer service lady on the phone said she could do that, and talked about make changes to my bill that would lower it. After a short time, she said she was finished and now my billing would be in the neighborhood of 120.00 per month. I thanked her for correcting T-Mobile’s error on my billing and hung up the phone, feeling a little better.
The next day, I checked my status on T-Mobile’s web site, and found that the customer service lady I had talked to the day before, had extended my cell phone contract out until August of 2013 without my permission. I was very disappointed and upset that she would up my contract without my authorization.
It was at this point I called the T-Mobile customer service line again and complained that if they didn’t correct this error, I want to cancel my service. I was passed on to a supervisor, who was polite, but refused to agree that T-Mobile made a mistake, or to make the corrections to my bill and contract, and honor our original agreement, but rather pointing out that we had a contract and I would be financial penalty for leaving. Which leaves me to believe that was the main goal of T-Mobile.
They claim they have corrected my billing,(I can’t see that on the internet), but they refuse to correct the contract extensions they kept adding to my phone each time I called to complain the billing was not correct.
So in the end, they added 2 years to my contract without my permission or at my fault to do anything wrong.