Deception of promotions
What the supervisor Jonathan suggested is, you cannot just believe what a representative tells you. How did this all start? I called the tmobile customer service and asked if they have a new promotion that I can add a line and get a line free. The agent said "yes". Over the time of the same conversation, I asked the representative three times, "So, I am paying $30 for a line and getting a second line for free, right?" and he said "yes". After I consented, a couple of days later, I go and check my bill, and I am being charged the $30 twice without any notice. So I call again, and they tell me that the representative who made the mistake is going to call me back the next day, but he never did. After a week I call again and have to explain it all over again. I ask to talk to the supervisor "Jonathan", and I tell him to go and listen to the tape about what I was told in the original conversation. He says they made a mistake and they are not going to make it right, and they are going forward to charge me double. In conclusion, never trust what the tmobile representative tells. Always double check! What Jonathan also did lie about is that there is no way of filing a complaint online. He said that the company does not have any online complaint sources, and gives me this wired P.O. box address. I just needed to google once to find many means of online contact. These are too many lies to be an accident.
Thinking of switching to T-Mobile? Don't.
T-Mobile store blatantly deceived me and refuses to take ownership over their mistake. I joined T-Mobile earlier this year solely for a promotional trade-in plan valued at $830. I traded in my iPhone 8 in the physical store so I would be assured that my phone and plan qualified for the promotion. Between figuring out which plan to get, signing up, and transferring my data, I was in the store, chatting with the employees for over 5 hours. All the while, I was asking "Are you sure this phone, and this plan, qualifies for the promotion? If not, I don't want to sign up." The employees answer, each time was, "Yes, I promise you that you qualify. If you have any problems with the promotion, you can contact me." In fact, he even gave me his personal phone number to contact if I had any issues. I asked this question at least 10 times over the course of my visit. While I was signing up, the employee "made a mistake" in not applying the promotion, I caught this mistake by reading the fine print of the contract and called him out on it. He acknowledged the error and proceeded to call his management to figure out what to do next. He was on the phone long enough to convince me that he had resolved the issue, and we proceeded with signing up for the plan. He ensured me once again -- "you're signed up for the promotion -- even if it doesn't show that way in your account, I promise it will be applied after one or two billing cycles." A few billing cycles had passed and I still wasn't signed up for the promotion. I texted the store employee and he assured me it would be applied after another billing cycle. I then called customer service, who assured me the promotion was applied moving forward and there wouldn't be any issues with future bills. Well, the next billing cycle came and went, no promotion. Rinse and repeat twice more until I finally got on the phone with someone who escalated my case. She assured me this shouldn't be an issue once I submit this ticket -- "hang tight and you will hear back from us." When I heard back, turns out I never qualified for the promotion in the first place. I escalated within the call center. They still wouldn't own up to their mistake and grant the promotion. I've now texted the original store employee twice since then, and he's officially ghosted me. I've spent 10 hours on the phone with T-Mobile trying to resolve this and am still out $830 on their shady sales tactics. I'm beyond disappointed with T-Mobile and just want the promotion, which I fairly signed up for, to be applied to my account. All I've gotten from T-Mobile has been cheerful, seemingly helpful sales reps and customer service employees ensuring me that they've made a mistake, and that the promotion will be applied, only to have them throw the problem over the fence to the next employee, and go back on their word. Whoever's reading this from corporate please look at my case records and see the countless lies I've received from your organization. I just reported T-Mobile to the Federal Trade Commission, and would recommend others do the same.