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Jcbrock04
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Joined 21 days ago
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Terrible customer service sold a lie.
We've been a customer for nearly 25 years-originally with Sprint who merged with T-Mobile. On 2/28/25 we decided to try the Go 5G Next plan to take advantage of all it had to offer. What sold us was the yearly free upgrades and streaming benefits. We had 5lines and were told with paperless billing and our 15% government discount each line would be $45 each. The promotion at that time was trade-in any phone, any condition for a FREE iPhone 16, and we took advantage of that, as well as adding home internet. The representative at our local T-Mobile store was very helpful and broke everything down for us so we knew exactly what we're supposed to be getting and paying for. Once our first bill arrived, the nightmare began. We've been overcharged, taken off the Go 5G Next plan, our government discount was removed and never applied, still paying for FREE devices, 10 days without any data services, charged $165 in "future dated" fees for a service that we were only able to use for a week, being charged $85 for two of our lines when they were supposed to be $45 each. I've been bounced between our T-Mobile store and customer care 8 different times. Our in store representative and manager have fought on our behalf and are baffled at the lack of customer service and refusal to make everything right. I've spent at least 7 hours or more on the phone with customer care trying to get everything correct. All I'm asking for is to receive the service and prices I was promised and agreed to. I never had any problems like this with Sprint and regret ever changing to a T-Mobile plan. Horrible customer service, and sold a lie. I want to give back our 4 new iPhone 16s, cancel services, and take our business elsewhere.92Views0likes0Comments