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Lied about Carrier Freedom from point of sale
I am at a point where I am about to contact an attorney. I have had nothing but issues since I did the Carrier Freedom. From point of sale over the phone I was told since my phones from AT&T are locked I can do carrier freedom where I buy new phones and I'll get the rebate and can keep the AT&T phones. I also confirmed I didn't have to pay AT&T first because it was high and if so I would wait until I pay it down. I was reassured I only need the final bill to be sent and I don't have to pay first. Almost 30 days later I never heard back so called in where I was told I had to trade in the old phones. I had no issue with that and went to a tmobile store only to be told I was at the wrong location as all don't take trade ins and that it's almost 30 days. I then called the right tmobile store told him my story in which he said if I was told something by them they should honor it. I then got a supervisor in the customer care which I have him recorded on my phone saying he fixed the promotion where I don't need to trade in the old phones and I will be given the rebate card to pay AT&T off. We'll days later got another call from someone asking did I send the phones. This started a whole other issue. There is a lot more as I have spoken to 15/20 people on 2 hour calls. None of these departments act like they work for one company. They aren't even taking the time to look way back into when we first called to fix the issue and give us what we were promised. I was also told by another person that I have to pay off my full bill with AT&T in order to get the rebate which several reps told me no. So thank God I have legal services through my job that I pay every check because if they do not honor what all the reps and supervisors said then that's the route we are going. This has been extremely stressful for me and now my credit will be messed up because of them. We are waiting on a promised call and if it goes nowhere I will call once more and request a high up manager and if nothing good then I am making the call.
Increase in Price for 55+ ($50/mo for 1 line)
Got a text message stating $5 increase/mo. Called rep. Was told “due to inflation...” I asked why because when I was told when I signed up in 10/2018 it was for life. “Sorry about that. See our terms and conditions on the website.” I said I wanted the terms and conditions from 2018. I asked for a copy of my contract that I signed. “We don’t have access to that.” (What??) I have filed a complaint with the FCC also. This is infuriating.
Line Suspension fees
I have a mobile hotspot and plan. $50 a month. I have had it for years. Recently, I had need to add a higher level of service and obtained a unlimited hot-spot data plan for $160 a month. At the time I suspended my $50 hotspot line. Over the years I would use the $50 a month hotspot when we RVed. Active for a few months, then suspended, paying a $10 fee until I needed it again. So, here I am a few months after getting the new $160 unlimited data hotspot being changed the normal $50 a month for what I thought was a billing error on the old hotspot. I called T-Mobile today, only to learn they changed their policy in November 2024. So why wasn't I told this when I obtained the unlimited system, as that is when I "suspended" my $50 hotspot line in January. Buyer, beware they say. Never thought I would have to say this about T-Mobile.
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