I have been a customer with tmobile ever since i first got a cell phone. At the end of last year, i even got my mom to switch over from Verizon. We got a tmobile one plan with unlimited everything. It was great, she has loved it and its saved a lot of money.
That is until today, when I accidentally stumbled upon a ad promoting a 2 line tomi le one plan for $100/month - $20 less than what I'm currently paying. So i called customer service. They offered to sign me up for the plan, which they confirmed is THE EXACT SAME as the plan i currently hold. I asked when this new pricing went into effect - they said January. So, I've essentially been paying $20 extra a month when i did not need to. It's infuriating!!!!!
i received no emails, texts, promotional materials, etc to alert me that this plan was being offered. The CSR's response that it has been prmoted everywhere, is on the account website and within the app. I don't use the app bc it is a horrible user experience. I have auto payments, so there isn't a reason for me to log into my account on a regular basis. Why wouldn't tmobile send me a text or email, since they regularly do that? Because it benefits them to continue to have me pay $20 more, obviously.
Also, another thing that really angers me...Back in march i called customer service to have some misc charges reimbursed back onto my account. Why couldn't the CSR i spoke to then say, "oh hey, i notice you have the old tmobile one plan... did you know we recently launched a new version of that and it'll save you $20 per month?" I then would have only paid $40-60 more, and started saving with the new pricing. Instead, i have paid $140 more than i should have and no one is willing to compensate me for that amount through tmobile.
how can tmobile expect loyal customers when they make it seem like all they want is their money? I understand that tmobile can't automatically make plan hanges to my account, but i didn't know about the new plan pricing to call and make those changes!!! So sort of communication to your current tmobile one plan holders would have been ideal. Just to let them know this is an option, and if they want to take advantage of it, they should call cus service or log into their account. But that doesnt benefit tmobile to promote to their customers to pay less, does it?