On November 18, 2017, I went to the store to pay my prepaid bill. A rep told me that if he were to transfer my account to a postpaid account, my account would be the same and I would pay the same thing, the only difference is that I would have the option to finance a phone if I choose. The information given to me was incorrect. This rep switched over my account to a T-mobile one individual account with a 15 dollar international feature which would result in me paying a total of 90 dollars a month when I was paying a little under 55(I had a grandfathered $40 plan which gave me 10gb of data, and a grandfathered international feature for $10). In the rep changing my prepaid account to a postpaid account, not only did he absolutely ruin my chances of returning to my original prepaid account (according to customer care) resulting in me losing data and paying more for an international feature, I also lost my tenure with T-mobile on that account, AND he put me on a plan that would be an additional 35 dollars a month when I clearly stated I did not want to pay more monthly.
After setting up my T-mobile account, I realized their mistake and I went back to the store on November 22, 2017, to confront one of the reps who assisted me in transferring over the lines from pre to post. All he said was that the rep who handled it put me on the wrong account and he stated he would let the manager know. I am still waiting for a callback or a reply. I even e-mailed the manager, and still no reply.
That same day I spoke to customer care again and it seemed like my only option was to return to a prepaid $40 plan for 3 GB, and a $15 international plan.
It's unfortunate that I have to get penalized for an error that a representative made on my account and that no one on a store level or customer service level is willing to help. Wherever I go, I am pretty much told "tough luck". I wasn't even given any credit whatsoever. I had a tenure of 6 years, now I am back at a few days of tenure, so my chances of switching to a postpaid account for being a loyal customer is no more.
It doesn't make sense to me that a problem, that was caught a few days after the change was made, cannot be fixed. I feel like the way I was treated was horrible through all channels that I have dealt with. So I am here because I want to know how I can escalate my issue.
Thank You for taking the time to read.