Switched to T-Mobile on Feb * ****. We had two of our own new phones and needed * more...
GetHuman-triaz's customer service issue with T-Mobile from February 2019
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The issue in GetHuman-triaz's own words
Switched to T-Mobile on Feb * ****. We had two of our own new phones and needed * more phones for kids. Saw a promo for iPhone *s for $*** with $*** cash back. The store rep in Chantilly VA said oh I can get you the phones and ship it you free of charge. Give me the phone numbers that you wanted ported. Gave three phone numbers to him and got a *th line. Guess what after porting the numbers he suddenly tells us they don't have the phones and they don't have them online either. Now our phone numbers were ported and we were stuck. we called customer service and spoke to customer service rep named YAYA. She stated the store can move you one up so you can get iPhone * for the same price, but I cannot do it since you are buying from store the store manager has the authority to do it. The store manager on duty stated that he is putting notes in the system and back office will give us credit and ran the phones at $*** each with $**.down. Stated if I don't get credit come back. * Days later T-Mobile generated the bill and guess what my * Lines for $*** that T-Mobile advertises online (taxes included) came to $***.** and they charged us $**.** monthly for * phones for ** months. So today Feb ** **** went back to store and Store Manager called the back office and talked to Alex from customer service to get us credit. The customer service simply refused to honor what was promised to us. The store manger even tried to ask them if they can put a promotion that had just ended and get us $*** credit so we will pay $**.** month but customer service refused.The store manager stated he cannot do anything except for us to return the phones and they will charge us a restocking fee of $**.** for each phone. I came home and called customer service to find out their cancellation policy and they stated we are sorry everything happened to you but we cannot do anything but give their feedback to their managers. This is how a TYPICAL BAIT & SWITCH works and looks like T-Mobile is very good at it. I paid $***.** for activation, $**.** per phone as down payment on two phones( $**.**) that I will return and pay $**.** restocking fee and pay them $***.** for using T-Mobile service for ** days. So we are out $***.** for Lousy service we received from T-Mobile. Any company can provide you services but you can tell how good a company is when a problem arises and how they handle a customer complaint and resolve it. T-Mobile definitely failed and if their was a less then * star I would give them that. I want them to honor the commitment they made.
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