- Member Since: Jul 4, 2017
I left Verizon to come to T-Mobile for the "3 Lines for $100 deal". There was another promotion going where I got a free Samsung S7 phone if I sent in my old phone, a Samsung S5 in mint condition, lifetime in protective case. I sent my phone in.
When I received my phone, it was defective. I had to send it back in and wait 2 weeks for a new phone. Things happen, I understand. I received replacement phone and sent in my S5. Billing was correct for the 3 lines, $100, however, T-Mobile was charging me for the S7. I called customer service, explained the issue, and was told this is how T-Mobile does things, and that they would correct my bill and the $26 monthly fee for S7 would be waived. This never happened, despite multiple customer service reps promising it.
I finally called Customer Loyalty, hoping to finally get it resolved. I was told that I was not eligible for the free S7 because the offer ended right before I enrolled, despite the multiple promises, and having sent my S5 to T-Mobile's warehouse. I was told I cannot get my S5 back, and that there was nothing T-Mobile was going to do to honor the original deal. I think Verizon has a lot of promos out there, and does not remove the promos in a timely fashion, so 3 months later, when they are finally removed, the only records they have make it look like the customer made it all up. Ridiculous.
Additionally, I was "disconnected" 4 times during my 10+ calls to customer support. The disconnects were not on my end. I was always polite and calm. There is no way this was an accident. 4 out of 10 calls disconnected, really??
Additionally, one of the 3 sim cards we paid for was bad, and despite 3 requests for a new card, none were sent.
Additionally, there is ABSOLUTELY NO SERVICE in my wife's business complex, even though everyone who has any other provider has service.
I will be going back to Verizon. My advice to anyone considering T-Mobile would be to turn away immediately. Customer service is as bad as any I have dealt with.
