My name is Tracy Schultz and I have been a loyal T-Mobile customer for ** years. I abso...
GetHuman1689384's customer service issue with T-Mobile from December 2018
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The issue in GetHuman1689384's own words
My name is Tracy Schultz and I have been a loyal T-Mobile customer for ** years. I absolutely love this company and have since day * when I received my first Nokia **** bar phone. I recently upgraded * of my phone's to the One Plus *t cell phones on November *th, and usually, I buy Samsung and was going to get * Samsung note * phones, but saw the ad for the one plus *t and it looked amazing. I'm ultimately disappointed that I didn't get the Note *. ** days later, I see you're offering the same phone for free. I talked with one of your reps who said they couldn't add the promotion on the account, but would credit my account every month so I could receive both of the *t's free. I received my first bill and the charges were on there so I called. I was told I shouldnt have received that promotion because I would have had to add new lines to get them free, but this was still honored since I was told incorrect information. They took off both of the charges completely off so no one could forget to credit my account. I was so happy I wouldn't have to call every month. Since I have received this phone, I am constantly losing service. I have called a few times and spent hours to try to troubleshoot and resolve this issue with a few different reps, but it is still not working so I am constantly connected to my wireless. When I leave my house, service usually doesn't work. I have * other Samsung phones in this house that have absolutely no problems. I am still in my ** days of purchase, so I messaged a rep earlier today because I do need to add line, jump a line, and add line ** and if I could trade in my phone's that don't work for the note *, which was running the same promotion as the *t. I was told that that promotion is over and I can go trade them in and buy a new phone or continue paying monthly for phone's that don't work and that there is nothing else she can do for me and that "the company already ate $**** to give me my phones free." It would have been free if I had originally went with the note * as well. Really? You ate $****? I thought that was pretty rude. I'm pretty sure that was part of the promotion running, so I was basically told that my business is unneeded. I am a long time customer, I'm never late on my bill, I have * lines with the company and pay about $****month, which may not be a lot to a big company, but is a lot on average for the rest of the country, and now I have to look for another company that will give me a phone that works, and won't expect me to continue paying for a broken one or to go and buy new. I didn't know that was how the company ran now. All I wanted was a phone that works for me and my daughter, and because it doesn't, I feel like I'm getting shorted. I either pay for phone's that don't work or I go and pay for new phones because the promotion ended the other day. I'm completely frustrated. I just thought you should know that because if other customers are calling in about the same problem and getting the same answer I am, they may leave your company as well. I told her I didn't want to leave because I love T-Mobile and if she could talk with a manager to see if there was anyway she could honor it for me so I could get some phones that work, but she just said no and didn't even bother to check. She just kept offering to transfer me to another tech but I don't have time to keep calling everyday and staying on the phone for an hour or * for it to work for an hour. "Eating" another $*** to give me * phones that work and keep me as a customer, that I would have originally received for free and keep a longtime, faithfully paying, loyal customer happy seems worth it to me, but I guess not to T-Mobile. I thought you should know and I hope there wasn't any other customers who had the same thing happen to them and were treated the same way.
GetHuman1689384 did not yet indicate what T-Mobile should do to make this right.
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