T-Mobile - Terrible Company
Customer Service - Complaint
I have been with T-Mobile for 7 years. During that time I have had them disconnect my phone when I called in to activate a phone for another line. I have had several coverage and billing issues. The worst is that I was lied to in order to be signed to a new contract. I called T-Mobile in January because I was having problems with my phone and I was close to renewal. I asked if there was anything they could do for me since I had been with them for so long. The girl I spoke to exclaimed that she could give me the Samsung III for$ 10.00 as long as I singed up for another 24 month agreement with all of my lines. I advised I wanted to make sure that one of my lines did not have a contract as I planned to disconnect it and I also advised that I wanted to be sure that when my husbands phone came up for renewal I would be able to get a discounted phone for him as well. I was advised that I would be able to get him the same phone I have for $189.00. I exp that if it was not possible I did not want to sign another contract. Again I was assured it would be done. A month later I got a bill for $900.00. I called the company to find that I had been charged full price for my phone and that the girl never noted that she had only charged me $10.00 but they went ahead and gave me the credit for the phone that I was promised. I again verified with them that I would be able to get the promo price for my husband’s phone when his phone came up for renewal. I was again told that I would. I called again the next month to make a payment over the phone and again I asked another representative was it noted that my husband's line would get the discount. I was told yes. I called back this month because his phone is eligible for upgrade this month to ask what date I could upgrade his phone for discount pricing. I was told they no longer do discounted phones and that I would have to put a down payment of $249.00 and pay $20.00 a month for him to up upgrade. I was livid and asked to speak to a supervisor who also informed me that they would not honor what they told me but she would allow me to pay $180.00 down that day and pay 20.00 a month there after. I exp that was not was I was told originally and that I wanted the deal that was offered to me. She would not budge and told me I could do it that day but could not guarantee it would be available to me after that date. I filed with the BBB and I spoke to my attorneys who wrote them a letter. Still to this day I have not heard back from them. I called today and spoke to a supervisor who had a nasty attitude that advised me she could ask her manager to release my other lines from contract so I would not say they were forcing me to stay in contract under false pretense. She got her manager to release the other line out of contract but my husband's contract is not out until June. So he is now stuck with a phone that freezes up on him and no options. T-mobile does not care about their customers at all, it is all about the money. I have been a loyal customer for 7 years and they basically gave me the finger. And to top it off they still left me in contract so I have to go to court to be let out of this agreement.