I am really disappointed with Tmobile at the moment. I work at a hospital and am offered perks through the perksatwork website. Since I am an existing customer, I wanted to take advantage of the offer. I had 3 existing lines and wanted to add a 4the line. My plan at the time was the Simple Choice Promo plan. I called the number provided at the perks website: 844-786-2964 and spoke to a rep about changing the plan from the Simple Choice to the Tmobile ONE as that is what the plan the perk is offered for; 1000 Wow points, a $100 Visa Rewards card, and instant $25 savings for new lines. I spoke to the person on the phone and asked them to help with the switch for the plans and to add a 4th line. I was told by that rep that it wasn't possible and that I had to be on the Tmobile ONE plan, then placed me on multiple holds and returned to tell me that I should go with Tmobile AMP or Tmobile essential; not helpful since that wan't what I was seeking to do. They told me to call them back once my plan was changed. So I used their chat feature on the mytmobile website. They had a promo where if you add one line, you get one free, and so I decided to go with it. Got the added line with the free offer, so then I was enrolled in the Tmobile ONE plan with 5 lines. I called the 844 number back to have the promo applied and was met with a rude CS who told me that I did not follow the proper procedure and that he would not honor the promo. Please bear in mind, I have had to deal with this since 10 am this morning and was on the phone with them until about 3 pm. They kept placing me on hold, and returning to tell me that in order to do the promo, they would have to cancel the two lines I just set up and send out new SIM cards before they could apply the promo. It was apparently escalated to the higher ups as at that point, I was already speaking with a supervisor and he informed me that they could not find the transactions that was processed on my accounts to change the plans nor could they find the confirmation for the two additional lines that I added. After 3 hours of on and off holds, they told me they would have to call me back. So, in essence, I was misdirected, misinformed by the first rep on what to do for the promo, then rudely told that I did not do the correct procedure to get the promo even though I told them that I followed what was suggested of me by the first rep, and now I have to wait for a call. It really just feels like they were intentionally just putting me on hold as a tactic to not deal with the issues. I shouldn't have been put on hold on and off for 3 hours if they were really having such a huge problem.
This is completely unacceptable for something that should have been extremely simple. If this doesn't get resolved appropriately, I will definitely be looking to AT&T as my company also offers discounts with them.