Bad service

I recently visited a T-Mobile store to add my son to my plan. He brought in an iPhone 14 for trade-in, and we were told that the value of the trade-in exceeded the cost of the iPhone 15. Based on that, I was expecting to receive a monthly credit over the next 25 months. Additionally, I was informed that I would receive a free promotional line as part of a BOGO offer.

However, things quickly became unclear. I was charged taxes and activation fees upfront, which I understood, but I was later informed that I would also be paying monthly for the phone, contrary to what I was told in-store. On top of that, my home internet plan was changed without my consent, increasing from $30 to $40 for the exact same service.

Since that visit, I’ve had to contact T-Mobile every week to try and resolve ongoing issues with my account, which still have not been corrected. Despite these frustrations, I want to commend Rafael for his excellent customer service. He was knowledgeable and helpful. Unfortunately, there seems to have been a breakdown in communication between what was discussed in-store and what was actually entered into the system.

Customers should be aware that the information you receive in-store may not match what shows up on your bill. When I called T-Mobile, they acknowledged this discrepancy and apologized, stating the in-store information was inaccurate.

I went from paying $150 for two lines and home internet to $271 for three lines, including the supposedly free line, and the same home internet plan. I’m still trying to understand how that makes sense.