The month of October has been difficult for my family.
First, my daughter went into the retail store in Owings Mills, MD to upgrade her phone. The cashier took her driver's license home and refused to return it the next day because it wasn't her day to work. Are you kidding me?!!! The manager said, "Nothing I can do, you'll have to wait until she returns to work."
As if that wasn't bad enough, my wife went into the retail store on Greenmount Ave in Baltimore City 3 weeks ago to purchase a new phone. Everything was fine until we got our latest bill. My wife called customer support because on Sunday, October 15, several phone lines were added to our account without our knowledge or permission. On her initial call she was met with a person who wasn't very fluent in English who told her that she couldn't have the lines cancelled. My wife is fully authorized to do anything she wants on the account because she handles our finances and manages our household, but I digress.
After going around in circles for more than 10 minutes, my wife asked to speak with a decision maker. She transferred to another department where "further investigation" was conducted. The representative on this leg of the call told my wife that someone from the Greenmount location went into our account on October 15 and added the lines. She was told that a "customer mistreat" would be filed, however, it still required me to call if we want the lines cancelled.
Here's what I don't get, if my wife can order phones, pay the bills and add items to the account, why can't she cancel items from the account especially when it is clear that neither she, nor I, approved it? We have been faithful customers of TMobile for 13 years but now we have zero trust for this company. We are looking at the Big-3 trying to make a decision. I'm sure Verizon, AT&T or Sprint would love our business.