I’ve been a T-Mobile Subscriber since 1997 and the Network is nothing but perfect. Rarely in 19 years was there an outage or problems with the network.
Unfortunately T-mobiles sales department and 611 phone support is the exact opposite of that great T-mobile network experience.
For all those 19 years my T-Mobile bill was paid on time every month, not one day was my payment late.
I’ve been lied to twice at our local Clearwater FL T-Mobile store. Now I’m LIED TO Multiple Times By Customer Service!
A few days ago i called T-mobile support (611) inquiring into the price for adding an additional line to my account.
I explained the 2nd line was for a visiting overseas family member and it was only needed for 3-6 months.
The support representative quoted me $30 month for this additional line with Unlimited Talk Text and Data. This included unlimited roaming data and text, but any calls made while roaming were billed 20 cents per minute.
We already have an iPhone 6S so all that was needed is a new sim card programmed with the new number etc. The agent said she could waive the sim charge and would express mail it overnight. She said i would have it tomorrow, or the next day at the very latest.
Since i have a really old very good plan i wanted assurance adding this new line would not change my existing plan. The representative assured me my existing plan would stay on the same rate plan. My bill would increase $30 plus applicable taxes. I agreed and gave T-mobile my order as it sounded good.
Below is exactly what i was told by T-Mobile support rep Sarah.
The next day when the postman came and did not have my order from T-mobile. After logging into my account and noticed an alert that an order was processing. Clicking on the link to view the details i discovered that $30 line i was quoted was billed at $65.
On top of the sticker shock of seeing a $65 billing amount for this additional line, i noticed the order was still processing. The estimated shipping date was between 11/22 and 11/28/16.
Another call to T-Mobile support and was assured by the agent the line price was $30. Questioning why the account showed $65 but agent saying again the cost is $30.
I was then transferred to another support rep who said the additional charge was $30. I asked about the overnight shipping and was told my order was shipped UPS and i would have it by 8:00PM tonight.
Further questioning the status of the order i was told my order had not left T-mobile yet as it was still processing but would be shipped between 11/22 and 11/28.
I’m saying to myself WTF? Asking the rep How can it be here Tonight by 8PM if it has not left your facility yet? She replied again it would be here by 8PM tonight. This was 11/23/16. Of my order never came.
So this line that i have been repeatedly told would be $30 is showing it will be billed at $65. And that overnight shipping order placed 11/22/16 did not arrive.
Really pissed off after that call i decided to fire off a Tweet to T-mobile.
— T-Mobile Help (@TMobileHelp) November 23, 2016
Got their attention real quick and this Twitter DM Conversation was initiated within 10 minutes.
Social Media support was up front about the line charge and order shipping / processing time, but defended his phone support colleague. Social Support blamed the wrongly quoted line charge on the system.
I don’t buy that for a second. The selling agent lied to make the sale. She low-balled me just to get the sale. The old saying “get their trust then get their money” is crying out loudly in this situation.
Update 11/29/16: The SIM Card finally got here yesterday. UPS Next day air took 5 days. It obviously was shipped Ground. The package looks like it was ran over by something or got stuck in conveyor belt.
Coming from the old school of doing business (I’m 65) a persons word was their bond. Today it’s get the money first, say whatever is necessary to get that sale, then worry about any consequences later on.
Update 11/30/16: Called T-Mobile 611 support today. Asked for their customer retention department. Spoke with Casey, who eventually offered to combine both lines for $85 plus tax. She said i would receive a text confirming the account change, but that text never came.
This afternoon I again contacted social support to confirm the account change, but was told there was no record of my last call.
So tomorrow I’m planning on purchasing a $30 Cricket Wireless subscription and try it out for a while. Cricket operates on AT&T Network. My Samsung GS5 is unlocked so it’s easy to pop in a new sim card.
Only 1GB data comes with Crickets $30 plan but I’m home most of the time and can use my WiFi to make up the lesser data. If the call quality is good it’s a no brainier to switch to Cricket Wireless!
Update 12/02/16: My Cricket Wireless Sim card is on time as promised, and tracking shows it will be here today. Anxious to test out their network.
Scheduled my T-Mobile payment. While i was in my account i discovered an account info tab never noticed before. Someone added the below quoted $15 charge for something identified as “Data Stash Identifier.”
Data Stash Identifier GSM was added to your line 727-XXX-XXXX via Store Representative on 11/27/2016 at 06:46 AM. This change will be effective 11/27/2016. You will be billed $15.00 per month plus taxes and fees for this feature.
Also my Cricket Wireless sim card arrived this afternoon. Activation was a breeze. It’s noticeably slower than T-Mobile and has quite a bit of latency, but regardless is sufficient to browse Facebook, Twitter, and the www. $30 “Including Tax” is much easier to swallow than $57 paid to T-mobile.
Update 12/04/16: Never got the conformation text or email from the 11/30/16 support call. Logging into my account i see the plans are the same. Guess I’ll have to wait until next billing cycle for the details.
Cricket Wireless Totally SUCKS! Don’t waste your money on it!
This has been some experience and it’s not yet resolved. Searching the net reveals a slew of similar complaints against T-Mobile and other carriers!