Has anyone else been promised a T-Mobile discount and it never got applied to your account? My family bought 4 lines and at the time the promotional offer discounted it to $120/month. After numerous calls (and supposed escalations by customer service reps), I finally gave up and just paid the higher amount ~$150/month. Over the course of a year, thats $360 in overcharges. I thought T-mobile was different from the other carriers, but it seems like they're more of the same.
More recently, my wife upgraded her phone to a new iPhone XS. She purchased the phone from Costco. The store rep made a mistake and couldn't get the new phone activate. On top of that, the old phone stopped working as well. The Costco rep's only recommendation was for us to call T-Mobile to get it solved. Later that evening, I called T-mobile at 9 pm. I sat on the phone with the first agent, Joyce, for over an hour. She couldn't explain why, but for whatever reason could not activate the brand new phone. At which time the line mysteriously got cut off. Keep in mind, I maintained a pleasant demeanor and was polite.
I called back in and the second agent, Joseph, said the account was on a fraud alert and therefore I could not activate the phone. He couldn't tell me anything about who put the fraud alert on or why it was applied. He asked to speak to my wife and she explained the same thing - no verification of her identity, so not sure what that solved. After 45 minutes of sitting on hold, he said he needed to transfer me because of the fraud issue. I got transferred to another agent who said because of the fraud alert, she wasn't able to make a change either. I don't know who put the fraud alert on our account - the first agent, the customer service reps we dealt with over a year ago, or someone else, but regardless, its created a mess on our end!
T-Mobile's coverage is great but something needs to improve with the service. Between the over-billing and now this fictitious fraud alerts, its becoming a pain to be a T-mobile customer.