My husband and I have been loyal customers with T-Mobile for 9 years and just recently he went into the T-Mobile store to look into getting a new phone, after having his old phone for a while while being over in Afghanistan for 2 1/2 years. While in the store the representative looks up our current plan and tells him that she can make some changes to our service that would save us money. We asked her would this change our contract because we have a college student who will be coming off of our plan as of May 2013 and getting her own phone plan. The lady assures us that nothing will change with our contract. So we go for it, trusting that she has solid knowledge of what she is talking about. Then a month later we call into T-Mobile to find out ask a question and we get railroaded with the fact that all of our lines are now extended until 2014. I explain to the rep that this cannot be because we had went over this with the rep in the store and it's not like we went into the store trying to see how we could save on our bill, we just wanted to look into phones for my hubby. Well, the rep told us to contact the dispute department because if we did not sign anything then legally T-Mobile could not hold us liable for this. So, I followed what the rep advised me to do, but all I got was a letter from T-Mobile telling me that we are locked into a contract for another 2 years, mind you on a phone that I am already due for an upgrade so if I want to upgrade my phone then that will extend my contract even longer. As well as the fact that I have a 19 year old who has been looking forward to getting her own phone line and taking care of her own bill, and now we are being told "Oh well, too bad". We are being told that if we cancel then we have to pay $200 per line, mind you we have 4 lines. I have no problem with my husbands phone line being extended as he just upgraded his phone, but to make us to be held liable for something that a rep did from one of the stores or shall I say did not do, and then not want to make it right show's that T-Mobile is not the company that I once raved about and always recommended to friends and family. We have never had to dispute a contract and we have been loyal to this company for a long time and had planned on staying with them. After this fiascal, if they are not willing to straighten this out then maybe it's time for us to leave and find another company to do our business with. How is it that it's okay if your reps mess up and your company is not willing to correct it? Is this the way T-Mobile does business? I use to truly think highly of this company but now I cannot say that. I am looking into legal counsel and if nothing else, if I have to pay the Termination fee's then so be it, because I don't want to do dealings with a company who does not have true customer service. There is such a thing as Good Faith but I guess T-Mobile is not about that. Or maybe they do only as long as there are no customer complaints.
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