Has anyone else had staff at a T-Mobile store lie to you? First off, we switched to T-Mobile in the last few months from a local carrier. We were with the local carrier over twenty (20) years. We were shown a coverage map and it showed full service in our area with 5G. We also were told of a promotion of buy three lines got one free. We ended up getting five (5) lines, which means we should only be paying for four (4), but we have been charged each month for five (5). The local T-Mobile Store did credit back for two (2) of the months for overages, but it has never been correct.
Our parents, who have two (2) of the five (5) lines can’t even use their phone eighty (80) percent of the time in the town they live in. Again, they were shown a map and it indicated the town they lived in was covered. Over the past few weeks, we are missing enough calls we can’t keep track and not being able to make calls. A large percentage of texts are not being sent because of coverage issues. I’m a police detective, on call 24/7 and my work has to be able to reach me. I have missed two (2) calls for service with one being a missing girl.
While on some calls, I am unable to get information, pictures and other needed things sent to me. This all the while I am standing and working in the town the T-Mobile Store is in and guaranteed I would have coverage. I did call to get help with this and I was told 5G was a problem in our area. We were not told this when we switched. The tech told me to switch my device to LTE as it was very strong and would allow my phone to work. Well, a few days of that and the problem has stayed the same.
I called over the weekend to see about ending service with them and figuring something else out. I am running the risk of being demoted or losing my job. I am told that I can leave their service, but would have to pay $1,850.00 for devices. This is where another lie plays out.
I was told when we started service, we could trade our almost new phones from our last carrier to slightly newer phones without having any monthly credits. I explained unequivocally, we have always paid for devices outright and I don’t want to owe anything on them. We would keep our current ones as we hadn’t got them long ago, or would trade and pay the difference. We did trade and paid what we believed was the difference. However, I am being told everything we paid that day was for activation and fees. Activation and fees were very high I guess.
Maybe the good in all of this, I have pages and pages of screen shots where I don’t have service, can’t send or receive messages and when I try to use the internet it doesn’t work. This covers the last few weeks and several times per day. I simply want them to honor their word and remove the $1,850.00 in device fees they say I own, which is a direct lie compared to what I agreed to in the store. Maybe if they don’t want to do that, give me my other devices back and I will give you these. I want to move back to a company that works and I don’t have to run the risk of being demoted or losing my job. I will look to escalate this however I need to legally for the proper remedy. I will update how things go.
