T-Mobile breaking promises to seniors who were offered price-lock guarantee for life on 55+ rate plans

Price promised for 2 seniors for life, denied. 2 phone calls, spinning my wheels.  The first attempt was a chat, the representative told me “I was in luck!  There was a price lock on our account!” (I did keep the chat) Didn’t matter, the cost still increased.  The next was a phone call, in which the rep said the other person just said that to “get rid of me”. So much for customer service.  I’ll also asked if what we were told originally as seniors was a lie?  No answer to that.  Will do some of the ideas mentioned here.

Yes, and I live in Washington State where T-Mobile is headquartered.  Our AG is quite an activist and running for governor.  On it.

I had the Magenta 55+ with the “price lock guarantee” as well. Signed up in December 2021. One line was unlimited talk text and data. One line was talk and text only. I was very satisfied with my service until we got the messages that our bill would be going up. I have gotten FOUR different stories from Four different reps and all conflict.

1) first call -  I was told that one of the lines, the talk, text, data line was priced lock guaranteed, and the other was not. I know it was a price lock guarantee on both that I was initially given. I had my notes from the call  2 1/2 years ago where I asked them three or four times to confirm, and they did. The representative during my first call a few days ago suggested to keep the bill down to change to the essentials plan, as my usage was not that high anyway. I stupidly changed. I then made a comment on T Mobile site on Facebook and they asked me to chat. So I did.

2. Chat number one - in the chat, I was told that the first representative was wrong, and that the line that went up was the talk and text only line. He assured me that the magenta 55 line was price lock line. He changed me back to my prior plan and assured me there was no problem with doing so, everything would stay the same.
3. then I get a text message about when my bill would be drafted on auto pay and it was $25 or so more than it was supposed to be so I had to call and speak to a third person. The third person assured me that the second person was wrong and that the first person was correct in which line was supposed to have been price locked. Then they tell me that NONE of the lines were ever price locked. The bill did get adjusted back where they took the $25 off and the bill was only five dollars more  not $30 more. However, the fact remains that the bill went up. Again, where is their price lock guarantee? 
   4.  Just now, I saw a comment on their Facebook page about the same issue, so I made a comment. Of course they wanted to chat. I know it’s going to do no good, but I’m in the middle of one now. This person tells me that the magenta 55 with the data is on the price lock.  See update below.

so what is it? I have four different answers or opinions which all conflict. I don’t know what T Mobile is doing besides lying to customers. The initial representatives when I switch to T-Mobile confirm the price lock, which is now somehow gone. Are they lying Just to sign people up? is it because T Mobile is purchasing another company and they want more money? 
 

5.  And now, the current chat - Rep tells me initially that her first info given to me in this chat  is incorrect in that only one Line is going up, but NOW - same chat - so sorry,  BOTH lines are going up!!!!!, The other three said only one line was. So this is story number FOUR !!!!!!!!!!!!!!!!!!!!!

Made a Facebook comment just now, and again, they want to “chat”, or for me to IM them my phone number. As if I will get any satisfaction at all.  They are saying what they want to keep people in a conflicting circle of lies.

They do not know their butt from a hole in the ground, or they are just instructed to say anything at all to get rid of dealing with the customer.

I don’t know where to turn because you get a different story each time. All I know is it’s a bunch of lies.

T MOBILE.     YOU SHOULD BE ASHAMED !!!!!!!!!!!!  But I know you are not.

PATHETIC.

Every state has an attorney general, an office on aging, and a BBB. Crank up those keyboards.

Go ahead and file a complain with the FCC - for “Breach of Contract”, “Bait & Switch”, “Fraud” and “Senior Abuse / Discrimination”.  Remember that “United We Stand, Divided We Fall”

I did and I just got a letter from T-Mobile - copy of their reply to the FCC.  Lots of blah, blah, blah but they don’t mention anything that the rate plan was geared to the 55+ group.  I will be sending my reply to T-Mobile’s letter to the FCC.  You can send it to DRO@FCC.com - include Case # that you get when the FCC replies to your complaint.

Just had same experience with customer service, long conversation with with ESL person, broken promises. Will be filing complaint with FCC. 

Woody NE FL wrote:

Just went thru the same “Your current plan says nothing about a Price-Lock” goat rope with a young T-Mobile Customer Svc Rep. Sadly, he’s the one that has to to endure our rath. Anyway, after sharing I’d enrolled in the (Then) Senior Unlimited 55+ Plan, that included a “Guaranteed Never to Go Up” Price-Lock back in December 2017 AND I needed to know why it’s now called “One Plan 55+” and there’s no longer a lock. Told him I wanted an email address that I could send my concerns to, toward resolution, and was informed there are NO T-Mobile email addresses, but he would be happy to transfer me to his Tampa Supervisor. I gladly accepted that offer and eagerly awaited the end of the Elevator Music, which not surprisingly never ended,  I hung up after 15 minutes. I will be doing the 611 thing AGAIN, and this time tell a Supervisor (among other things) to Read the discuss on their Community Page. I may need to give him/her the link to the page.

The game they’re playing is a word game.  They continue to tell folks that they don’t qualify for the “Price Lock” since that was not in effect when they signed on to their plan.  That may be true, but I really don’t care what the promotion is called.  The fact is, when my wife and I signed on, we were told that our monthly cost would NEVER increase unless we made a change.  We have not made a change.  Whatever their promotion was in November of 2020, it matters not.  These folks are trying to use the “Price Lock” promotion to make us seniors think we didn’t have a guarantee.  We did!  Stick to your guns and let’s make this company keep their word whether they like it or not.

Called T mobile customer service today regarding the rate increase for 55+ plan of 5.00 per line. Again another scripted reading to me .... A MINOR ADJUSTMENT TO OUR OLDEST PLANS! ..then tried to see about other plans I might be interested in. When I signed up they told me a locked in price for life! Now they are pulling this! They just got me recently to change form of payment to debit card from credit card! Then switched type of Netflix plan that came with it. They got me to switch from Verizon to their service (which by far doesn't even compare) with their TV Ads state largest 5G Network and makes it look like there service is great...well it's not by far! but I stuck with them. Why have all these commercials and big Celebrities in their TV Ads which I'm sure are getting big bucks for them. Doesn't make savings for us. Just bait and switch!!! Maybe we should let the big celebrities they use how this is and what they are doing!! Class action lawsuit! And file complaints with BBB online and the FCC will get some response. Otherwise customer service will not do anything! Except read their scripts to you. T Mobile has definitely gone downhill as far as I feel. Management must have changed for the worse👎👎 

Like so many others on this thread, I signed up for this 55+ plan years ago, banking on the guarantee that T-Mobile provided which was that the only one who could change this plan was me. I filed a complaint with the FCC (received an acknowledgement that they received my complaint) also filed a complaint with my state’s Attorney General, and with every local TV station that has a consumer reporter and with every tech show I could think of. I also contacted T-Mobile, first by phone and then by email, to let them know that I am not willing to accept the change to my plan. I called a local radio station who has a show hosted by an attorney that dispenses ‘marginal legal advice’ - he cautioned me that if I do nothing and just go along with the price increase, T-Mobile could later use that against me, saying in effect that when they raised the rate and I paid the increased rate, that was a sign that I accepted the price increase.   On May 29th I received a phone call from Brandi Ware in the T-Mobile corporate office, offering me a one time credit of $120, (i.e. $5 per line for 12 months) to offset the increase and to give me time to find another carrier. I thanked her for the offer, and told her (by email) that while her offer might seem generous to her, it was unacceptable to me. What I wanted to see was ‘specific performance’ - i.e. T-Mobile honoring their guarantee of no price increase for life. I told her that failing that, when the price increase appeared on my bill, I would file a claim in small claims court against T-Mobile. I told her that based on my estimates (and I still need to crunch the numbers to come up with an exact figure) I have lost about $2,000 by sticking with T-Mobile over the past seven years (84 months), and not switching back and forth between other carriers to take advantage of their artificially low introductory rates.  I’m in a waiting game right now, because I can’t do anything until the rate increase shows up on my bill. And even though the text notification I received from T-Mobile told me that it would be effective on my first bill after June 5 - my latest bill was today (June 6) and it was at the old $60 a month rate for two lines, so until the rate increase shows up, I have no damages to recover, but when it does I will plan to file a small claims action to try and recover what I lost by taking T-Mobile at their word that they would never raise my rate.

File a complaint against T-Mobile with your state Attorney General… reasons for complaint: Breach of Contract, Fraud, Discrimination Against Seniors (ageism).  Also suggest to your state AG to contact other state’s AG and as a group to convince T-Mobile that they (TM) needs to Honor Their Contract !!!