I will explain what happened real quick. So, I am on the Family and Friends promo back in 2016. I see the notification that I can get two free lines. I message a rep in Nov 2016:
.By the way, with the promo for having free lines, I am afraid that you need to add lines on your current lines and those additional lines for up to two lines will be free.
You at 6:58, Nov 18:
So current customers that have many lines cannot take advantage? Read
You at 6:59, Nov 18:
Being a long term customer is very hard. Read
You at 7:00, Nov 18:
If I just added two more lines to the plan with this than there would be 7? How much would that cost? Read
Agent at 7:02, Nov 18:
We really appreciate you being our long time customer, Brad. Since you already have 5 lines, adding 2 lines from Nov 18 to Nov 20, will be free. That means that, the cost of your 7 lines will be still the same as what you are currently paying with your 5 lines.
So, that was the start of my mission. I had a bill over 200 dollars with 5 unlimited lines that I had for sometime because I needed to add one more line previously making the number of lines 5. The 200 dollars was not so bad. But I needed a 6th line. I figured that either they would give me two free lines or I would have two lines changed to free. Then I would be able to add a 6th line later. I called in at the reps assurance to add the 2 free lines totalling 7 lines. Which would put it at about 215 dollars for 7 lines. Seemed fine and reasonable. So, I call in and I am talking to one of the reps. He is telling me that it might not be possible for me to add two free lines and the reasoning was not clear. During the call to the first rep who was speaking to his manager about it the call dropped. I called back in and got a different rep. While talking to the second rep the first rep dialed in and I asked the second rep if I should pick up. The second rep said "I got you Brad, Travis doesn't know what he's talking about." So, the second rep switched me to the One Plan with 7 lines. I assumed after speaking to both the ding dongs I would get all 7 lines for 140-160 dollars as that is what we agreed on the phone as quoted with everything plus I was actually downgrading my unlimited plan to a lower tier unlimited plan. I thought that was okay as long as the price was right. You know. So, after closing the deal. I get a call from the 1st rep with a nervous sounding voice asking me if everything is okay. I said yes everything is okay unless I need to know something. He seemed fluttered but assured me that everything should be fine as long as I was happy. Because of his nervous voice I had two different reps recalculate everything. The price point came out to be near 300 dollars which was completely insane and ridiculous. So, I called in right away and they said "Brad we were hoping you would call in." and they sent me down to accounting. The accounting reversed everything and said "We have this thing called customers remorse." That was it. The entire thing. As soon as they said customers remorse I called complete bad on the entire situation. I could neither now get 1 or 2 free lines at all because I had to cancel off the lines which made me ineligible to get the promotion. I filed a complaint. The complaint did go through but was internal. I asked to be notified of a determination of my account whenever the complaint was finished review. They never called me. They never emailed me. They never did anything. I waited a few months. The complaint never was going to come with a review of my account. I was to say the least pissed. So, I called up and explained because I still needed that 6th line. So, they gave me 6 lines for 194 dollars or something like that on Simple Choice until said dated in 2019? 2018? I forget. But it had a very soon, in my opinion. WIth a too soon date that would eject the special givings and turn the 6 lines of SC into 10 dollar limited plans at a premium price. I called up the next month and decided to go on the 6 lines for 200 dollars on One Plan. So, I thought I would get Promo Plus but that didn't happen. Eventually they did add promo plus to all 6 lines I currently have. They tried for a couple of months to add a free line but finally gave up and credited my account for 500 dollars. I didn't ask for 500 dollars. I still just wanted the 2 free lines like originally on my unlimited plan with no throttling minus the tethering. So, after a month or two I finally sent a message directly to John and instantly I get an email alert. "John told me to help you with your account so that is what I am going to do." The person gave me Hookup which is 20% off my entire voice line bill. My bill dropped from 200 to 160. They gave me another 100 dollar credit too as assurance in case it didn't stick right away or got flung off into promotional death. So, my account has stabilized finally at 160 with 6 lines all with promo plus and netflix. But all they really had to do was to just give me the 2 free lines back in 2016 and I wouldn't have come after them for anything. I would have been completely 100% happy with my friends and family promo plan with 7 lines at 215 dollars. I wouldn't have changed anything because that would be a perfect price point for a great plan. And that is why I do not trust them and that is how I got 160 for 6 lines with netflix and promo plus.