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MrFarshay
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Joined 3 years ago
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In Store Reps. make their own rules
So first let me start off by saying I do love T-Mobile. My bills never been lower and the service is great. Over the last fifteen years I have also used Verizon and Sprint & T-Mobile is by far the best. But one thing that continues to happen without any real way of fixing the problem would be that the in store reps. Say whatever they want to make a deal, straight up lie and then months later you are stuck with a messed up bill shelling out all sorts of money trying to sort the problem. Example: on BlackFriday I went to T-Mobile. My current bill was Magenta, 2 phones with unlimited talk & text paying $130 per month. My daughter wanted a phone so I spoke with a rep. we went over options for quite awhile and landed on an IPhone 12. Being Black Friday he told me the phone would be 50% off and that nothing needed to change with my bill at all other than this would be an $11 to $15 extra per month making my bill no now $145 per month. I agreed and asked multiple times of anything else would cost money or need to change he said no. Now I’m signing the papers and he says we do have a $99 activation charge (this was never talked about prior) but now I’m hours in and signing papers so I was like screw it let me pay the $99. Now he tells me he tells me wait now I can get an extra free line added to my account. It’s absolutely 100% free it won’t cost anything ever and I’m the future if I ever get a new phone I’ll have a line. I asked many times if I needed this and if it was free he assured me yes. We finished up in the store. My first bill comes in December and it’s $234 when it was supposed to be $145. I go in the store speak with T-Mobile customer reps. They tell me the first bill is always high that I just have to eat that cost but the next bill be lower and the third bill will virtually be free making up for the extra money I’m spending. Okay, I try to be polite and accept this. My January bill comes and it’s $204 so slightly less than $234 but certainly not at the $145 like discussed. I go back into the store to confirm what’s happening. They now tell me that when I purchased the iPhone 12 my bill was changed from the Magenta to the Magenta Max, I’m also paying for that “free line”. After a long discussion about the situation the rep tells me next bill should have the credits and they would speak with their manager about paying the change to my bill since I wasn’t told about my plan changing or these extra charges. My February bill comes in and it’s $204 so now I’m getting a little upset and go back to the store. So 3 trips to the store and 3 bills that are way higher than what I was told they would be with me fronting all this extra money because the store rep. Is allowed to say and do whatever he wants to make a deal even if what he is saying is not true. Now I’m told they will provide a $72 credit and my new bill will cost $155 per month. I’m still waiting to see if my February bill drops from $204 to $155 and then this $72 credit is applied. I was also told the activation fee of $99 should never have been charged it should have been $30. So I was told an IPhone 12 would be an extra $11-15 per month on my bill and I would pay no more than $145 monthly. But I put up a $99 activation fee, paid $234, paid $204, made 3 trips to the store and now waiting again to see my third bill AND now am being told I need to pay $155. It’s crazy that these reps can do and say what they want. If I was told any of this prior to making the purchase I would have thought twice about moving forward. But more importantly why are they allowed to do this and why do this to your customers.310Views0likes0Comments