Hello Everyone, I would like to share my disappointment with my recent T-Mobile experience.
During last Thanksgiving T-Mobile had a promotion two lines free after bill credit, whether data or phone lines. So though I didn't need any new lines or devices - but free is free - I could not let this chance walk by. I grabbed on to it, especially when T-Mobile representative at the store I signed up told me about an upcoming Black Friday promotion – free tablet if you have a qualifying plan. And that made the deal even sweeter. Yay – I was getting two new free lines with two new tablets!!! – I was extremely excited. I paid $70.00 activation fee per line and went home excited and very proud of snapping such a great deal. Couple days later I went on Black Friday morning to grab my free LG G-Pad X, and they had them available in store – I could not be happier and went to enjoy my latest and greatest free technology!!!!
It was a happy thing until the first bill came in…. $252.00 instead of $170.00 I got hardly used to. It was a disaster - I immediately called T-Mobile but they calmed me with - “Oh, it takes couple billing cycle to start all the credits come in…”. I waited patiently for couple months paying exorbitant money for things that were advertised as free. Couple months later I still get the same bills with charges and I called in again to find out what is going on – as it turns out – the lines were not activated in the promotional period and now they charge me for that … And guess who is activating the lines – T-Mobile, not me, and there is no way they can fix that. And the cannot refund any money I already paid. I was disappointed to say the least, the world collapsed together with my belief in T-Mobile care for customers.
I have been their loyal customer for over 13 years, and recommended it to all of my friends for quality and affordability. Because I was told nothing can be done to have the lines free, I decided to cancel the two data lines, as I have mentioned I really had no use for it. Well two lines got cancelled – My main phone line I use for business and my son's phone line. I was extremely "happy" about it. Imagine you main phone stops working during your busiest time of your work day.
I had to call Customer care to have the two phone lines reactivated and to cancel the correct lines. The Representative I talked to apologized for the mishap, and told me he can give me a free data to keep my lines active though I was told previously that is not possible – and this is where It started to get confusing. OK, that is great, If you can get me what I signed for before that. But as it turns out its only 200mb of data to keep the line alive.
Couple days later I get a call from T-Mobile Customer Care about my overall satisfaction - So I tell the whole story for the third time in detail – at this point it is kind of sad and funny and behold !!! – I am told that they will fix this error, refund all the money and sign me up for 6Gb data per line absolutely free !!! – That will keep both my tablets and data lines for them free!!! My faith in T-Mobile was restored and I was relieved that there are still companies who take care of their customers….
Until I got my next bill… I got refunded for the current month only and that was it. Well I waited another month, and another when I called again into T-Mobile to find out what is going on – only to find out that I am being billed regular price for 2 data lines, and they make only my tablets free – as long as I keep the data lines active. So I cancelled both lines again – but because I called in on billing cut-off date they will cancel it next month. So overall 2 free data lines and two free tablets currently cost me $900.00.
This is the worst experience I ever had with any company I dealt so far, I am feeling used and deceived. I don’t really know what to do next, and which steps to take….