Here is a forum post I wrote to Tmobile which sums up the complaint :

Hello,

I have been with Tmobile for 4 years, and I had no problems because I never used customer service. Every time I called customer service, I had problems because Tmobile reps were really dumb and were not kind, but I just put it off because it was not too big of a deal. I am only writing this because

1. 2 customer reps on the phone lied

and as a result, I am paying extra and more.

Here's a brief and to the point story. I have a 115 dollar plan right + tax. 3/4 lines are upgradeable and 1 line can upgrade in 1 week.

I purchased 2 smartphones for my mainline, and kept the 3rd and 4th with same phone.

Online, we saw the family plan for :

1500 minutes, unlimited text, and 200mb web plan for the 2 phones for 119.99
I also saw 5 dollar add a line.

At first, we had to keep our $115 plan during the upgrade, but I was told we could change it at any time, so the total was about 180 dollar plan as for some reason, the person we bought said we needed to add 30 dollars for that phone AT that moment, but we can change when we get home. Cool, so we got home to call.

Obviously, knowing Tmobile, we knew we would run into some dumb trouble or "new customer only" crap on the phone. We did, and spoke with a customer rep. After an hour of arguing, a customer rep named Lisa told us that we could have the 119.99 plan with 5 dollar add a line.

The reason she didn't do this at first was because we were just upgrading 2 lines and not the rest, but she said that if I agree to renew 2 years with the other phone as well, she would let me have the new plan. Cool, right? She said the total was 130 dollars, and she repeated it MULTIPLE times.

After 24 hours, I received a message on my phone saying it was changed. I checked online, and sure enough, the data plan was put down to 200mb, BUT the plan stayed at 180 dollars. wait...what?

I waited another day in case it was a delay in the system, but it didn't change. I called customer rep again, and he said that there were NO CHANGES TO THE ACCOUNT. So, my account stayed at 180 a month, I had a lowered plan of 200mb which was restricted on my phone, but I was paying the normal 30 a month per phone for unlimited.

AND on top of that, that retard girl customer rep Lisa didn't do ANYTHING to our plan. My hypothesis is that she most likely wanted to get rid of us, and we would eventually die on the argument. We're paying an extra 50 dollars a month for something we're not even getting right now; could she be that stupid to let us on that plan?

I asked him if he could check our call records, what we talked about, etc with Lisa, but he said he had no record whatsoever. I'm getting suspicious that they're just trying to get rid of us.

He said he would change the plan after over an hour on the phone, so we hung up hoping it finally changed. BUT in case my hypothesis of them totally bullshitting and lie their way out was true, I called 10 minutes later.

Guess what? That customer rep said there was NO SIGN OF ANYTHING happening to my account, really? Sometimes, it sucks to be right!

I requested the rep to speak with LISA again for completely lying and scamming us, and the rep said that he would make note and tell her within 24 hours. I'm pretty sure this was all bs to delay and stall as well.


Tmobile. What kind of IDIOTS do you have working for you? Just to let you know, I will be calling every single day until this is fixed. I'm not writing this because I want to let my emotions out. I'm right now being OVERCHARGED for a plan by 50 dollars for which I don't even have access to, and the customer reps LIED to us and this is NOT just displeasant transaction.

THIS IS FRAUD and SCAM.

I'm very unhappy at the moment, and EVERY rep I talk to lies and tries to put this off. They think they can just keep lying and pushing until we get tired. Really? Is this the business model you want to run?

I would also like to get a hold of Lisa, the customer rep I talk to in the beginning for scamming and frauding us. Honestly, what type of idiot working at Tmobile would do such **bleep**? Excuse my language, but wouldn't you be frustrated as well?

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they should have a class action lawsuit against them...personally i hate them...now they are selling their own customers cell numbers to debt companies...sue the pants off of these mothers!!!...oh and verizon too...they do it as well...so they eat up your freaking minutes...put them out of business...sonsofbitches!

Oh...where to start with this complaint? I joined TMobile in February of 2009 after a bad experience with AT&T but have now started to question if any cell phone providers are worth being with. When I first got my phone and service I was paying almost $100 a month and was had a limited amount of minutes. About a year later, TMobile brought out their unlimited plans for $69.99. I went into my local store and asked how I get on that plan. He said I can be "grandfathered" into the plan without a contract. I was so excited and continued my service until Sprint started offering $50 a month unlimited plans. I cancelled my service with TMobile and told them the plan was too expensive. The man on the phone confirmed everything.
A few weeks later I got my final bill in the mail for $155! They were charging me $55 for the prorated service which is understandable but $100 for contract cancellation. I called the customer service and talkedto a lady named Mary who acted like she didn't have the time of day for me and would not refund the $100. I spoke to her supervisor who pissed me off so bad that I forgot to ask for his name. I explained the situation that I changed to a "no contract plan" so I shouldnt be charged a contract cancellation fee. He said I was correct about not having an additional contract under my recent plan but I still had a couple of months on my previous contract! Are you kidding me? I have two contract at once? The man in the store never told me that. How can I be under two contracts at once but only one plan? The supervisor talked down to me like I was a little child and told me they didn't have to tell me that and that I signed the contract. Thanks TMOBILE for using ambiguoys and hidden verbage to screw over a reliable customer. I told the guy they were crazy and wont see a dime of the $100. I paid my $55 prorated service fee and told him he could go ahead and send the rest to collections because I am not paying it. I am so outraged with TMobile. DO NOT USE THEM AS YOUR SERVICE PROVIDER!!! If they don't catch you at the beginning, they will catch you at the end. UGH!

Tmobile phone is under warranty. For replacement of the phone, customers are charged shipping cost.

I have received a collection letter for $1600 for services I did not order on an account that I understood to be closed.