I would like to start by saying that the coverage and phone service itself has been amazing and a total improvement over that of Sprint. That said, since joining in January I have had nothing but a headache trying to solve issues with customer service on my account(s). In may I switched from the One Plus to the Military One Plus and added two lines. The store added the change to the military plan no problem, but due to the fact that there was about two weeks left in the billing cycle before the new plan took effect they could now not add the phones/lines.
The store suggested creating a second account under my wife's name to activate port the lines/add the phones and that they could then be transferred over once the account had changed. We turned in the old phones for the carrier freedom, were promised the military BOGO on the Galaxy S9, and activated the plan. This was roughly the third week in May and it took until last week to get the lines squared away. In that time we have been turned down for everything promised and my wife was told by one customer service rep to "Just get a cup of coffee and calm down!"
Today we are at the point where we are almost done with T-Mobile as another rep (Jose) refused to look any further at my wife's issue in trying to get the Carrier Freedom reimbursement we were promised. At this point T-Mobile has taken our old hardware and refused to pay for their part of the agreement. The account that the phones were activated on and the old hardware taken under is now closed and T-Mobile has fought the whole way to not meet their obligations. Yesterday we spoke to William (tech id # 1242294) and he stated that he would annotate on both accounts what we had discussed and this morning the representative stated he had zero notes on the case. Now I am on another call with customer service, after being told yesterday everything was good, that we no longer qualify. Every customer service rep tells another story and gives another answer regardless of what is put into the tech notes. Now Hugo is telling me "His perspective" in a condescending tone. Hugo told me that I am just looking for a different answer to promises that T-Mobile.
We keep getting told that we are valued customers and that T-Mobile's Customer Service reputation is important, but at what point do promises matter?