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.Anyone else experienced a PAID line being added to their account without your authorization, and then had issues with T-Mobile when trying to remove the added line and get a refund?
Upgraded and bought a new iPhone in a T-Mobile store on 04/22/2022 - I am unfortanely just now noticing after reviewing my yearly reports for tax season approaching, that there was a data line added to my services/bill on the same day, for an apple watch?! The charge was insignificant in cost enough for me to never notice too much of a difference, and the sales representative in the store explained to me the new bill amount and an increase being due to the monthly amount I would be charged for the iPhone payment plan option to pay month for a phone instead of paying in full. I am now trying to have the line removed but the customer service dept. has only tried to tell me I am wrong and that I activated this on my own MONTHS prior to 4/22/22, which is so far from true. I have only ever used my apple watch on wifi/connected to my phone via bluetooth. After reviewing my usuage overview for 2022, each month shows the additional line and every month has 0.00GB of data used. I found this information through my t-mobile account but yet the customer service reps I’ve spoken to (which has been several now) all seem incompentent and unable to find similar information to show that this change was unauthorized. In addition, the representatives only focus seems to be on conversion or a new sale, rather than doing actual customer service. What happens to customer service??? Anyone had similar experiences? What did you have to do to get T-Mobile to cooperate and help? Do I need to file claim with the Better Business Bureau you think? Anyone filed with the BBB before, and if so, did you have any good results from it? I just want a line removed and something credited to my account for the near year I have paid for a service I never signed up for or authorized, and it seems impossible.
Shame on you t-mobile
Last November, I signed up for the promotion where I provide 4 iphones to t-mobile, they provide 4 new iphone 15 and provide a service plan of $25/month per phone. The promotion had been running for many months, and just stopped recently. I setup for direct billing, and had not checked my bill a few months, but later saw that they are charging me double of what the promotion. THey claim that the sales person enrolled me in the wrong plan. Seems to me it they have sketchy sales tactics or incompetent sales people. Either way, the enrolled me an a plan that is twice the cost of what I should have had. I called their call center to escalate twice, they admit to making the mistake, but will not adjust the plan because I called "outside of their dispute window". I asked them to either allow me to cancel the contract, or give me a credit that compensate for the additional cost. Over the course of the 2 year agreement, the extra charge amounts to approximately an additional $2,500. I call the call center, wait 2 weeks for a response, and get no resolution. Today, I spent an hour on the phone, got redirected to a manager, and then that manager "transferred" me to another manager at which point I was hung up on. The call center has no ability to do anything anyway. They admitted to the mistake many times, but will not make it right. Pretty poor customer service and shady or incompetent sales staff. At this point, my only recorse is small claims court. Looking for someone at t-mobile to step up and do the right thing and put me in the right plan. How would you like it if someone over billed you by $2,500. Not fair or worse shady practices.
horrible network to be with
Mada a huge mistake moving from ATT. From day 1 not happy with how my porting started and the false promotion they promised. My honest recommendation to AT T users please do not switch from ATT, if your are switching please don't come to TMobile because of the below reasons. 1. Poor network coverage. They say we support wifi calling , when you are at work you don't have a wifi network and my office is in NYC and I have only 1 point signal. I never had this issue with ATT 2. promotions what ever they have won't continue even for a week. The promotions whatever they offered me during the sales got expired before I activated all my numbers. I had to wait couple of days to get my phone unlocked from ATT by then they said your promotions is expired and I am no more eligible for the promotional offer signed up. More over the promotions is eligible only if we activate all number in your account I order to get all lines. 3. We are 5 in the plan the promotions said free phones on all lines when we added free phones we neee asked to pay 800 for the 5th and said this gets credited month on month. Which was not explained by the sales person in the store. We have 5 lines what will the other members think about me when I say this offer no more exists. I am adding them to my line by saying the promotional benefits. What kind trust will I have.my name gets spoiled because of this 4. Porting and activation my line was not activated for 24 hrs after porting happened. I did not realize the phone wasn't activated until next day. I had to call them to activate Mt number wherein I had to wait 40 mins on call to get connected Overall I'm with wrong hands and no more I will refer or recommend my friends and family to T mobile. After 2 yrs I will switch back to ATT.
Tmobile sales team lies
I’ve been with T-Mobile for several weeks now and am admittedly happy with the service. Here is what is not good: During the phone sales process the following lies were told even after repeated direct questioning of the details to the sales rep. There will be no extra monthly charges for the new phones provided with the plan due to the promotion we’re running. Actual monthly charges $21.84. Your bill will be $185.00/month. It is going to be $206.84. See above. Your discount to your current Netflix account will be $19.99/month. Actual discount $12.99/month. Your discount to your existing Apple One account will be $7.99/month. Actual discount $4.99/month. Not one thing about the plan that the sales person told me was true. That’s not the worst part. I’ve called to voice these complaints and given T-Mobile a chance to make good on the promises made by their sales staff and have been told repeatedly that I have received what was promised. Due to the list of discrepancies listed above, I beg to differ. I understand that T-Mobile doesn’t need my business to survive and can continue to be dishonest after this message is posted but this is just one more step in the death of integrity. I hope this doesn’t happen to more folks that would be put into financial peril by the lies told by a sales person and the lack of integrity in a multibillion dollar a year corporation like T-Mobile. Im stuck now but buyer beware. You’re dealing with a company with no integrity. I’ve said my piece.Can I transfer account contract from T-Mobile (NL) to T-Mobile (US)
My cousin who’s T-Mobile (NL) customer moved to USA and wants to transfer his account contract to T-Mobile (US). We’ve called T-Mobile customer service, sales, and visited store but noone is able to help. Also, they’re unable to pull NL account information or carry over contract or cover its cancelation in NL and re-register in US. T-Mobile (NL) is also horrible, they don’t speak English in the chat and their phone number to call is in local NL jurisdiction, inaccessible from US. Can someone please recommend how to deal with this situation? My cousin would like to remain T-Mobile customer, but it seems representatives are unable to help.
Verbal romises don't hold any legal power. Why can't you just send me an email?
I have had T-mobile internet for a couple of years now but, have not changed my phones over. I spent HOURS on the phone with a rep this morning named Tyrel. He was an awesome guy and a great salesman. He figured out everything I needed and gave me a hell of a good deal. He sent me the final paperwork and it stated that all of the "free" stuff they were giving me I would be on the hook for at a total of $1,760 and I needed to sign for this before proceeding. So I asked him if he could send me an email with a simple explanation that once service was started I would be credited for this equipment and what my monthly bill would be. He spent over four hours more transferring to customer service and multiple managers. Each person told me the same thing and each time I would ask if I could get it in writing and we were put on hold repeatedly and each time told no. After nearly 8 hours on the phone I apologized to him and told him that I was not going to sign a one sided contract with no bottom line. I feel terrible for the guy but, his company put him in a terrible spot. There is no way that my company could opperate this way and I find it hard to believe that T-mobile has been able to.
High-pressure Sales Call with Misinformation
I received a sales call from Sprint/T-Mobile today. The sales rep indicated that I needed to update my device immediately to avoid the upcoming service interruption in March. As I was on the phone, I searched this information, and T-Mobile is ending 3G service at the end of March. However, my 4G compatible phone will work fine after March, which was confirmed through the chat function on the app just after the sales call ended. I don’t appreciate the sales representative lying to me, confirming the lie when questioned, and continuing to attempt to make sales of various products and services that I do not need. Beware of T-Mobile sales calls! Unless you have a 3G phone, you do not need to upgrade by March 2022.
Your Sales Reps
Since Verizon 5g Home Internet is not available where I am (I am a Verizon Wireless customer of over a decade), I called T-Mobile to see about home internet service. Here are the LIES they told me: Lie #1 - You cannot get equipment any way other than a phone or internet order Truth - No, you can get it in the store, but you need to sign up for new service in the store. When you make the order it ties the equipment to the account so that they can track when it is returned or has to be swapped. So now I need to wait for my equipment to arrive when I could have had it same day, and actually need a faster internet connection for work than what I have. Lie #2 - Pay us $12 for shipping, it will be there by Friday… Truth - They are sending me the wireless router and some worthless (to me) Google TV device I will never use. They shipped the Google TV device and it will get to me January 24th… As for my router (the only thing that matters), it has been over 24 hours and nothing has shipped that I can see at all. No email sent, the only link I have shows this Google TV device. Lie #3 - Guaranteed speeds of 100mbps download and 24mbps upload Truth - This is my fault for trusting the sales person, I was in a WalMart when I called and did not find the actual technical specs page on the T-Mobile website. Here is what that reads: Download Speeds: Typically between 37 – 115 Mbps Upload Speeds: Typically between 8 – 24 Mbps Currently I get 80mbps download CONSISTENTLY and 8mbps upload CONSISTENTLY. Long and short of this is that I now have a connection that might be SLOWER downloads, and THE SAME upload speed of what I am looking to replace. I also paid $12 for no reason at all to get 1 day shipping that did not happen. I could have gone to a store and gotten all my gear on my own and at least tested it out by now. As a sales person my entire adult life, I have had to mount a defense when people say that salespeople are terrible, but this is so far a lousy experience. I will get it whenever I get it (January 24th?) and will test it. I certainly hope I fall into the 115/24 camp, but if I do not, this was a bunch of wasted time for nothing at all.