Does this look like UNLIMITED everything to you?
Unless explicitly permitted by your Rate Plan or Data Plan, you are not permitted to use your Device or the Service in a way that we determine:
- Results in more than 50% of your voice and/or data usage being off-net (i.e., connected to another provider’s network) for any 3 billing cycles within any 12 month period;
Welcome to the T-Mobile Support Community.
So sorry to hear of your plight. I am only another customer like yourself and wish I could do more than just provide some encouragement and emotional support. I hope some of the T-Mobile community managers are able to quickly step in with the proper advice for you, that will lead to a quick resolution of your very serious problem.
Sadly, I personally never, ever believe anything any T-Mobile store salespeople tell me without independently verifying it directly with phone customer support representatives.
I have been told that T-Mobile takes a dim view of employees intentionally misleading customers. There is absolutely no excuse for any misunderstanding to have taken place in your situation. Any store employees who are located in close proximity to the Mexican border should be required to clearly explain that you cannot use excessive roaming in Mexico, especially when knowing that you live there full time.
I know you are really stressed out. Please let me ask you to try to not get too upset. Please try to have faith that somebody in authority will follow up on the issue you are having. I really believe that T-Mobile will handle your situation in a fair and equitable manner.