T-Mobile Complaint - Loyal customer extremely disappointed
T-Mobile customer support flat out lied to me, and then refused to admit their mistake that cost me over $200!
I would like to start by saying that I have been a T-mobile customer for years. When I first signed up, their customer service was among the best I could find- 24 hour support, hardly any hold times, it was wonderful. Although I did occasionally have issues with services I didn't have popping up on my bill, or voice mail suddenly stop working, they issues were always quickly fixed with no hassle by customer support.
Recently I did notice their customer service start to decline. No longer could I call and speak to a representative and their hold times grew longer. Still, compared to the other cellular companies I was relatively happy.
That was until this month.
In December, due to a terrible tragedy striking a dear friend, we used way too many minutes. The result was overage charges exceeding three hundred dollars. I called T-mobile on January 8th and explained the situation. The woman I spoke with was very nice, and explained that if I signed up for one of their unlimited plans, she could make it retroactive so I wouldn't have to pay the tremendous overage fees.
This sounded good to me, but as I explained to her, I would have to talk things over with my fiance and decide for sure what we wanted to do. That was OK she explained to me, but my billing cycle ends on the tenth so I would have to call before then. But then she said she could leave a note on my account, so if I called within the next week they could retroactively apply the change to my account and I wouldn't have those overage fees.
It was a chaotic weekend for my fiance and I, but I managed to call back within the next week and switch over to an unlimited plan. I specifically asked at that time to make sure the overage charges were going to be taken care of. The representative was very nice, and assured me that yes, the overage charges were taken care of and I wouldn't be charged with them.
So, imagine my surprise when I check my account online and see all the overage charges still there. Immediately I called T-mobile support. The Representative explained there was nothing they could do, the billing cycle ended on the tenth and because I didn't switch my plan before then I still had to pay the overage charges. In vain I explained how I was told when I switched to the plan the overage charges would be taken care of, how when I first called the lady said I could call back anytime within the next week and it would be fixed.
That simply can't be the case I was informed. There is no way a T-mobile Representative would have said that to me. I must have been mistaking. I continued to explain how the original lady was very clear when I spoke to her about it, and how when I did change the plan they verified the overage charges wouldn't be an issue. Still this representative insisted she couldn't fix it. If it was a T-mobile issue she could, but since I signed up after the tenth, there was nothing she could do.
I asked to speak to a manager. He said the same exact thing. I pointed out to him it was only a two day difference, and if I knew I had to call back by the tenth I would have. That didn't matter though, the tenth was the cut off date.
The reason I am upset? I feel the error here is t-mobile's. When I originally called on the 8th, and again on the 12th they confirmed the overage charges would be taken care of. Now I am told that is simply wrong. It is my belief T-mobile should have told me in the first place I needed to make the change by the tenth instead of letting me wait until next week. I also feel that having been a T-mobile customer for several years, the company should acknowledge that regardless of who's mistake it was, I clearly was under the impression that it was being fixed by signing up for the unlimited plan and realize that two days should not cost me over two hundred dollars.