I have had the absolute worst experience with T-Mobile over the past week. Words can't even begin to describe how bad it has been.
I signed up for the 2 lines unlimited for $100. I travel a lot to Mexico with my wife so this seemed like the perfect plan. Ordered the SIM cards and had a friend bring them to me in Mexico because he was coming to Mexico before we were back to the US to get the SIM cards.
The SIM card in my phone worked fine. I put the other SIM card in my wife's phone.
This part is very IMPORTANT. My wife's phone is an iPhone 6 Space Gray 64GB. It was purcahsed FACTORY UNLOCKED in cash, on the day it was released from a mall in Thailand. It was not pre-owned or anything else. It was replaced by the Genius bar in the US once about 18 months ago. It has never been under any contract and has always been factory unlocked. We use it all over the world without issues.
After putting the SIM card in and it saying "No Service" I called T-Mobile and they determined the SIM card was defective and would mail me a new one.
I put the old prepaid Mexican SIM back in my wife's phone, and internet would work for 10 seconds and then lose connection. Calls could not even initiate. My T-Mobile account was showing one of my devices was locked.
Customer care said my device still had payments owed on it - impossible since I bought it in cash. They said they can not unlock it without a receipt proving I purchased it from T-Mobile. Impossible, I bought it factory unlocked in Thailand.
After 2 hours on the phone with T-Mobile on my FIRST DAY as a customer, they conceded that they couldn't do anything, and offered to send me a factory refurbished phone, that they would then unlock after 40 days for me. I agreed, because it seemed like the only option. I just needed to send my phone that they locked back with the prepaid postage.
After realizing the phone would never reach me on time during my next trip to the states, I called again and asked if they could expedite it. Also, since the phones showing up in my profile were constantly changing itself and never correct, I made the operator triple clarify they were sending an iPhone 6 Space Gray 64GB.
The package arrived today. They sent an iPhone 6s Plus Rose Gold 16GB - once again proving nothing ever goes right at T-Moblle.
I called to see what I needed to do, because while the phone is newer than the phone I was sending back which is nice, I don't want to get in trouble for sending back a phone that doesn't match.
Call customer service. Person on the phone keeps asking if they can mail me the phone again, despite me saying 5 times I will not be here long enough to receive it, which is why I had it overnighted to me. I asked to be transferred to a manager.
The manager ended up telling me that my original phone was not ever eligible for replacement, and that T-Mobile should not have sent me that phone, correct model or otherwise. She then told me that if I don't send this phone back, I will be charged full price for it.
I can't even believe it and don't know what to do at this point.
To sum up my story:
Signed up two lines for T-Mobile
When putting the SIM into a FACTORY UNLOCKED phone, it locked itself and won't work with other carriers
T-Mobile realized they caused the problem and couldn't solve it so offered to send me a new phone
T-Mobile sent me the wrong phone
T-Mobile tells me they shouldn't have sent me that phone, and will charge me for it if I don't send it back
T-Mobile refuses to do anything about my iPhone that is currently useless except for WiFi
Because I signed up for T-Mobile, my wife's phone now doesn't work and they take zero responsibility for their error.
I don't know what to do at all at this point.
I'm so disappointed as a customer, this has been the worst first week of any service I've ever used in my life.