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Re: T-Mobile breaking promises to seniors who were offered price-lock guarantee for life on 55+ rate plans
I have now spoken to different representatives from the T-Mobile Executive Response Team, multiple times. In addition to reaching out to all of my local TV and Radio stations which has a consumer action reporter, and sending a demand letter to T-Mobile, I’ve also filed complaints with the FCC, the BBB, the US DOJ Anti-Trust Division, the State of California Attorney General, and with my own U.S. Congressman. I feel bad for the members of the T-Mobile Executive Response Team, because they are obligated by their company policy to reach out to each customer who files a complaint. Sadly for them it’s reached the point where the way in which they reach out to me is via email. The last message they sent me says: Hi XXX, I hope this message finds you well. I wanted to inform you that we have received complaints to the Attorney General of California regarding the recent price increase. Regrettably, our stance on this matter remains unchanged. We will respond to these complaints in accordance with our established procedures and policies. I hope you have a productive rest of your week. Respectfully, XXXXXXXX Sr. Specialist, Team CEO I know that there is a Class Action suit that has been opened on this matter in New Jersey. I expect to be contacted at some point as a member of the affected class, offering me the choice to ‘opt in’ to become part of that suit. My inclination would be to opt-out of that class. My experience with class action suits is that the only folks who profit are the attorneys, as evidenced by the fact that the last class action suit I participated in was against Google. I was a member of the class that won, and I received a settlement check from Google by mail, in the amount of twelve cents. I opened a case in Small Claims court this past Monday, and I have a hearing date at the beginning of December. Unless T-Mobile offers a settlement which includes an NDA, I’ll keep you posted on what happens.187Views7likes0CommentsRe: Price Lock
For what it’s worth (and I doubt that’s much) I received another response from the T-Mobile Executive Response team this afternoon, telling me that T-Mobile had been notified of my complaint with the State Of California Attorney General, and that as per their policies and procedures, they are required to reach out to me although their position has not changed. I emailed back to this member of T-Mobile’s executive response team and told them. . . My position in addition to yours remains unchanged. I relied on T-Mobile's UnContract Price Lock Guaranteed Rate Plan, which according to T-Mobile's Terms And Conditions dated May 14, 2023 (see attached) reads: If you are on a price-lock guaranteed Rate Plan, we will not increase your monthly recurring Service charge (“Recurring Charge”) for the period that applies to your Rate Plan, or if no specific period applies, for as long as you continuously remain a customer in good standing on a qualifying Rate Plan. If you switch plans, the price-lock guarantee for your new Rate Plan will apply (if there is one). The price-lock guarantee is limited to your Recurring Charge and does not include, for example, add-on features, taxes, surcharges, fees, or charges for extra Features or Devices. Please correct me if I'm wrong, but based on past conversations that I've had with you and others from T-Mobile, it appears as if T-Mobile's position is that it doesn't matter what agreement I entered into with T-Mobile, or what your Terms and Conditions say, the fact is that T-Mobile can make any changes they want at any time they want. Again, I look forward to having you correct my misunderstanding if I'm in error, but I believe this is your position, and the position of T-Mobile which I plan on restating in other complaints which I file. I'll be sending a demand letter tomorrow to: T-Mobile Customer Relations P.O. Box 37380 Albuquerque, New Mexico 87176 In that letter I'll be notifying your customer relations department of my intent to pursue this matter in Small Claims court. I'd appreciate it if you could let me know if there is anyone else on your end that I should notify. Thanks in advance for any assistance you can provide, I will let you know what, if any response I receive from T-Mobile regarding this most recent email.212Views5likes0CommentsRe: T-Mobile breaking promises to seniors who were offered price-lock guarantee for life on 55+ rate plans
Just wanted to provide an update and let you know that I just received an email from the Attorney General in the state in which I live (California) letting me know that they will be reaching out to T-Mobile on my behalf. While I’m not holding out a lot of hope that anything will change, I’m at the very least leaving no stone unturned in trying to get T-Mobile to honor their promise. Also, earlier today I received a similar response from the BBB, asking if the complaint had been resolved. I told them it had not. I’ll post additional info as I receive additional notifications.236Views0likes0CommentsRe: T-Mobile breaking promises to seniors who were offered price-lock guarantee for life on 55+ rate plans
I’m not optimistic that it will accomplish much, but I’ve already emailed the office of my U.S. Congressman, and this week will do the same with my two U.S. Senators, which is something we’ve been told to do if we’re not getting anywhere with government agencies. I’ll post any and all responses that I receive back from them.175Views1like0CommentsRe: T-Mobile breaking promises to seniors who were offered price-lock guarantee for life on 55+ rate plans
This is clearly a breach of contract. I have had multiple phone calls from T-Mobile’s Executive Response office. In each case I have sent them a copy of the T-Mobile Press Release from 2017 which said: Now, T-Mobile ONE customers keep their price until THEY decide to change it. T-Mobile will never change the price you pay for your T-MobileONE plan. When you sign up for T-Mobile ONE, only YOU have the power to change the price you pay. I asked the representative from the Executive Response office to send me anything relating to my plan that said that T-Mobile could change my rate. The best he was able to send me was a different press release which I had never seen from 2015, which was two years before I signed up for my plan which did have language that did provide some wiggle room. So again, when it comes to the offer that I signed up for - “The T-Mobile One” plan, this is clearly a breach of contract on the part of T-Mobile.84Views2likes0CommentsRe: Price Lock
My response to all of the above is to encourage everyone to please continue to respond back to any notices that you receive from the FCC regarding the complaint that you filed, letting them know that the matter has not been resolved. I filed a complaint with the FCC, my state’s Attorney General, the Better Business Bureau and each local TV station that has a consumer reporter. The free legal advice I received from a local radio lawyer is to make sure you keep rattling the cage of T-Mobile and contact them monthly, in some way you can document (Email counts here) letting them know that you do not accept the price increase. If you don’t do this, you are providing T-Mobile a paper trail that shows that they increased your rate and you continued to auto-pay it without complaining. I’m keeping records of every email, complaint, and phone conversation I have with everyone regarding this matter. If nothing else works, I plan to file a complaint in small claims court, seeking to recover anything above $60 for two lines that I was charged each month. Small claims courts can’t award punitive damages, but they can award actual damages sustained. Unless the judge tell me otherwise, I’m happy to return to court once a year for the rest of my life, in an attempt to have T-Mobile honor the promise they made when they said …. “Now, T-Mobile ONE customers keep their price until THEY decide to change it. T-Mobile will never change the price you pay for your T-Mobile ONE plan. When you sign up for T-Mobile ONE, only YOU have the power to change the price you pay.” (see attached offer) For what it’s worth, this morning I filed my complaint on BBB.org and received an email response telling me that …. “Your complaint has been sent to the business for their response. Once they have responded to BBB, we will contact you again. In the meantime, if the complaint becomes resolved please inform us in writing. Please remember that copies of your future correspondence will be sent to the company as well.” So. I would encourage you that if you haven’t already filed a complaint there, it probably couldn’t hurt to do that as well.97Views2likes0CommentsRe: T-Mobile breaking promises to seniors who were offered price-lock guarantee for life on 55+ rate plans
Thanks so much KentuckyGirl. I’m in California, and have already filed a complaint with the California Attorney General. Sadly, unlike the FCC, they haven’t responded to my complaint at all. Yesterday I had my second phone call (they called me) from T-Mobile trying to address my complaint. I feel sorry for their customer service reps who have to deal with this stuff because I’m sure they are just nice folk trying to do the best they can with the talking points that their bosses have given them. This rep tried to tell me that I needed to understand that prices are going up everywhere, for example, Netflix recently raised their subscription fees. I told her that I did understand that, and that the difference is that Netflix never offered me a “Price Lock Guarantee.” I also told her that the reason that I signed up for their "Uncarrier Price Lock Guarantee" was because I knew that inflation and rising prices are an inevitable reality, and my signing up for for the "Uncarrier Price Lock Guarantee" was supposed to offer protection against that. T-Mobile's specific wording in their press release was “New Rule: Only YOU Should Have the Power to Change What You Pay – Introducing Un-contract for T-Mobile ONE” (see below for full press release from 2017) https://www.t-mobile.com/news/press/un-carrier-next This rep also tried to tell me that the fine print in the offer that I had accepted in 2017, only promised that if T-Mobile did raise their rates, they would pay my last month of service. I told her that the offer I accepted didn’t say that, and that this idea of paying your last month of service is a new one that T-Mobile introduced in January of this year, and because they were using this fine print along with an “Unlock Promise” the Better Business Bureau has now asked them to stop advertising is as a Pricelock Guarantee https://9to5mac.com/2024/06/18/t-mobile-price-lock-false/ Because the offer they are currently advertising is NOT a Price Lock Guarantee33Views1like0CommentsRe: T-Mobile breaking promises to seniors who were offered price-lock guarantee for life on 55+ rate plans
If you have filed a complaint with the FCC, then it’s very important that each time that the FCC reaches out to you via email, you respond to them and let them know that your complaint has not been resolved. Otherwise, if they don’t hear from you, at the end of thirty days they will consider the case closed.46Views2likes0CommentsRe: T-Mobile breaking promises to seniors who were offered price-lock guarantee for life on 55+ rate plans
Like so many others on this thread, I signed up for this 55+ plan years ago, banking on the guarantee that T-Mobile provided which was that the only one who could change this plan was me. I filed a complaint with the FCC (received an acknowledgement that they received my complaint) also filed a complaint with my state’s Attorney General, and with every local TV station that has a consumer reporter and with every tech show I could think of. I also contacted T-Mobile, first by phone and then by email, to let them know that I am not willing to accept the change to my plan. I called a local radio station who has a show hosted by an attorney that dispenses ‘marginal legal advice’ - he cautioned me that if I do nothing and just go along with the price increase, T-Mobile could later use that against me, saying in effect that when they raised the rate and I paid the increased rate, that was a sign that I accepted the price increase. On May 29th I received a phone call from Brandi Ware in the T-Mobile corporate office, offering me a one time credit of $120, (i.e. $5 per line for 12 months) to offset the increase and to give me time to find another carrier. I thanked her for the offer, and told her (by email) that while her offer might seem generous to her, it was unacceptable to me. What I wanted to see was ‘specific performance’ - i.e. T-Mobile honoring their guarantee of no price increase for life. I told her that failing that, when the price increase appeared on my bill, I would file a claim in small claims court against T-Mobile. I told her that based on my estimates (and I still need to crunch the numbers to come up with an exact figure) I have lost about $2,000 by sticking with T-Mobile over the past seven years (84 months), and not switching back and forth between other carriers to take advantage of their artificially low introductory rates. I’m in a waiting game right now, because I can’t do anything until the rate increase shows up on my bill. And even though the text notification I received from T-Mobile told me that it would be effective on my first bill after June 5 - my latest bill was today (June 6) and it was at the old $60 a month rate for two lines, so until the rate increase shows up, I have no damages to recover, but when it does I will plan to file a small claims action to try and recover what I lost by taking T-Mobile at their word that they would never raise my rate.33Views6likes0Comments