How Can T-mobile get away with Stealing & NEVER resolve issues, only promising to have a Supervisor Call back but Never Do?
Wow! T-mobile is a bunch of thieves! It seems they are known to make deals in store and sell promotional offers that never seem to translate to your bill. Then they claim those offers never existed & meanwhile you are out your equipment you previously traded & now have lost the unlimited phone plans you had been grandfathered in using for previous 7 years. Only to be unable to get any manager on the phone to return your call as promised by the reps you have repeatedly wasted HOURS with on the phone! Run don’t walk - RUN away from such unethical practices! I am no reading many similar stories here online exactly as it happened to me AFTER I’ve been with the T-mobile company for 7 years + already. My account was on a set-it and forget it but we went in to purchase new phones at Christmas. Instead of simply allowing us to buy 2 phones billed full price at $33 each per mo (to increase our bill $66 each month total) - we were up sold a whirlwind of complicated promo deals based on sales promotions pressured by the store sales reps. These new promos required adding a new line, trading in a iPhone XR, and upgrading to the Magenta MAX to receive a BOGO phone offer & receive a Samsung Galaxy phone discount (that we weren’t even really interested in along with promotional earbuds that we knew we would never use) but we were told that this was a no brainer, since tiding their special promos, our bill will increase only $53 instead of $66 as we intended but with the promos. Claiming now we would not only get the 2 phones, we’d get an extra phone and extra earbuds for even LESS than the $66 we were willing to pay full price for, after the credits were applied on the account monthly. At checkout in the store, not only were no earbuds inside our bag, we were charged for them on our first bill which had no promo credits and had increased $160 per month to $325. It doubled. This new bill drastically increased and was over $100 more than agreed, plus they turned off our Netflix & our HotSpot stopped working in this “plan upgrade!” Unfortunately I was hospitalized with Covid immediately after Christmas and the overage billing went on for months while I was unavailable to reach out and it continued to be auto-drafted from our bank just as it had on our account for 7 years, never once being late. After months of overcharges my husband tried to call on my behalf while I was still on a ventilator knowing the company was charging more than we were promised and we received far less than promised. They would not give him access to the account to discuss. After 5 months I was well enough to tend to this matter on my own & inquired why I was being over charged for both all new iPhones with no promotion credit being applied and why I was being charged for the two earbuds that were not received & my plan was increased for no benefit & I’ve now paid $500+ in overpayments! it took repeated phone calls but in June a rep was kind enough to walk through the entire mess and was aware that errors were made & promised a called back from a supervisor. One did call me back and claimed they will take care of the errors and we itemized the over charges but promised another call back 24-48 hours to determine the exact amount of the credit. I never received that call back and instead of receiving the near $600 in overpay credits, I was yet again auto-deducted for the erroneous overcharges of $325 month charge AGAIN the next month, now a total of $700 of overpayments. Once again this 2 hour phone calls wastefully took all my energy for zero delivery on promises. It was ultimately a literal waste of my breath as I meanwhile still fight through physical therapy after months living on a ventilator machine. I simply want to stop wasting my time calling T-mobile for empty promises. I called the next month again & reached another rep in July 2022 who escalated to a supervisor who called back after 24-48 hours only to advise me 7 months later that I am not eligible for any of the promotions promised. That supervisor told me those promotions didn’t even exist! Which I know is untrue because I looked them up online inside the T-mobile store at Christmas time to ensure I was not being made empty promises. These were real promotions that really existed on the website and we really complied with all the details to be eligible. I asked why I would have given them an iPhone XR then, and changed my plan from an $160 phone plan (already an unlimited plan) up to a $230 per mo phone plan only to receive ZERO phone promotions? This holds no logic. Apparently they think I just gave them a iPhone device for no reason & willy-nilly increased my plan just to also pay full price for both iPhones and pay full price for ebuds I never even received. Then was told I would have really needed to add TWO lines to be eligible for the free BOGO iPhone. Why in the world would I do that? I already have one line sitting on our account that is complete unused with ZERO DATA or zero activity used each month. This is a completely unneeded line that is so unused I don’t even know it’s phone number & have repeatedly desired to have it turned off. Yet these reps think I would agree to paying $50 per month per line x 2 to add 2 lines on our acct that we don’t use? Sure let’s add $100 wastefully onto the account per month when I could have simply bought both phones outright at full price for $33 each per month? This makes no sense. And apparently I threw in giving them an phone XR to boot, just for fun? C’mon. Finally understanding that nobody would agree to this and it’s very obvious that I was promised something different, I was adamant to speak to a supervisor that could review the previous calls to complete the promises previously made or to find my check-out paperwork that would summarize the promotions and plans that I agreed to in the store. I was promised a call back in 24-48 hours from a supervisor and still have heard nothing back. They get away with empty promises & you can not even reach these representatives back after they fail to deliver their solutions as promised since all they do is message you their contact info name “EsmileDwayneE” by text after each call, claiming you can reach them back but you absolutely can never reach them back & they also do not call you back as promised - so instead nothing gets resolved and you continue paying indefinitely a wrong overcharge amount on auto-pay. Until of course, you finally remove your account from auto-pay just as I finally had to do - in order to stop their license to steal. With T-mobile having access to draft my account on auto-pay and their ability to charge any amount they desire without upholding the promotions they promise and adding new lines that are unused, stealing old devices without any credits, and adjusting to more expensive plans - they have taken upwards of $700 too much from my account and will not follow through to rectify. My only recourse was to remove their access to auto-pay and now immediately a text comes through that my “bill has now increased an additional $25” since my $25 bill credit I’ve received for the for past 7 years, will no longer apply without auto-pay.
why doesn't T-mobile comply with CTIA code?
After my one year uphill battle with T-Mobile customer service, I have decided to contact someone at the corporate office. While trying to find out who to contact concerning all the lies I was told to get me to switch carriers I found a document from CTIA called "Consumer Code for Wireless Service and saw that in my experience with T-MOBILE they violated everything in code 1 through 7 and possibly code 12 yey I'm expected to keep paying my constantly increasing bill for a duration of 2 years for a contract that I unknowingly entered into by one if their lying sales representatives. Code one states that T-MOBILE is to disclose to the consumer" if a fixed-term contract is required and it's duration". I was just told one of my lines gets a free phone. I was also lied to about having service. When I gave the sales rep an address that I spend half the week at I was told "yes! That area has excellent 5G service" . I do not have any service at all in that area or 80% of my drive to that area. This is a violation of code 2. It was several months later after me calling atleast once a week (sometimes more depending if I had service or not) that it was confirmed by customer service that there is no service in that area but I wS in a 2 year contract and since I didn't cancel within 14 days of signing up I am stuck unless I come up with approximately $1000 to pay for the phone. They wouldn't even let me return the phone to get out of the contract. I've never seen this contract. Everything was done over the phone and the liar didn't disclose that information. I wonder if the contract states that T-MOBILE has to provide service for that contract to be valid? I was told lie after lie for months about not having service and I wonder if customer service is coached into telling these lies because I was either told the towers were down until Feb 17 and, ironically, they just so happened to be down in every town I had to drive through. After Feb 17 came and went and I still had no service I was told work began on the towers Feb 17 or I was told (after giving the address) I don't know why you can't use your phone, we are showing excellent 5g coverage in that are. Lie, lie, lie. To add insult to injury, I was told I'd receive a discount because I told the sales rep I was a nurse. I even questioned him saying " nobody ever recognizes nurse and gives us discounts" and his exact words were "well here at T-MOBILE we do". LIE.. I sent in my nursing license verification and for several months I paid around $150 for 3 lines and home internet then my bill shot up to well over $200 and I was told "sorry, nursed do not get discounted rates" and when I'd tell him what I was told they would honor the price I was quotes and they would, until the next bill. My phone bill continues to increase even after dropping a line. I wasn't receiving a discount for 3 lines so it should've gone down but it went up. My bill increased prior to canceling the line which T-Mobile is supposed to tell you about changes in your bill to allow you to cancel. They also violated code 5 which is about disclosures in their advertising. I did the "Keep and switch" and wasn't told I only had 39 days from the day I sign up. Now mind you, the clock starts ticking before you receive new sim cards and before the previous carrier unlocks your phone after you pay it off then it takes a few months to get reimbursed with an online visa that nobody accepts. My question is why am I held accountable and TMobile is not. I am paying a now high price for a service I am not provided. I feel like if I am locked in a contract with them that I was unaware of they should at the very least honor the price I was promised and I feel like when the line was canceled my bill should've decreased further but all I get when I call is "I'm sorry you don't have service". One guy said "atleast you have service half the week"!!!!! I try to get the word out as much as I can about T-MOBILE and their dishonest business practices. I hope to get relief through arbitration or possibly the FCC.