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T-Mobile General Care Support provided misinformation and messed up my plan - Need help/advice

  • 12 November 2019
  • 3 replies
  • 329 views

Hello,

Last month, I reached out to T-Mobile Customer Service (Richmond center) to add a 3rd line. Since I am on a grandfather plan, the Customer Service rep told me that they can't add a 3rd line to my account, and that the only way to add a 3rd line is for for me to upgrade to the new Essentials plan. I declined because the costs of the Essentials plan did not make sense financially (my monthly bill will almost double by adding a 3rd-line).

After I declined the upgrade offer, the Customer Service rep put me on hold and conferred with her supervisor. She came back and told me that since I've been a loyal customer for 12 years, they will honor my original (grandfather) plan. Her supervisor approved it. She will add a 3rd line for $20 more ($10 talk/text and $10 data). I was happy with this offer and told her to add a 3rd line to my account. I also bought a new iPhone 11 via T-mobile for the new line.

A couple weeks later, I received the iPhone and activated the 3rd line. I checked my account and noticed that they didn't just added a 3rd line, they modified my plan to something different and the bill double. I called the same Customer Service rep and told her about the billing issue. She assured me that she'll correct the issue before my due date.

Past forward to this past Friday, the Customer Service rep called me back and said that she was unable to get the price that we agreed upon at the start. She mentioned something about my original plan was identified by their account review team as an error, and that they changed the plan to correct the error in order to add a 3rd line. However, with the new corrected plan, they were unable to match the price we agreed upon a few weeks ago. I will have to pay much more than the $20 amount agreed.

Since T-mobile didn't not fulfill their promise, I told the rep to cancel the 3rd line and revert my account back to the original grandfather plan. She again put me on hold and conferred with her supervisor again. She came back told me what they can't revert back to my original plan because the original plan was an error. She can only remove the 3rd line but the new price will still be $20 more than my original plan. Really!?

Currently, I am stuck with these 2 options:

  1. Stay with the new 3-line plan for a price that we did not agree upon
  2. Cancel the 3rd line to go to a 2-line plan (but pay $20 more than my original grandfather 2-line plan)

And oh, I purchased a new phone based on the information they provided as well.

This is complete BS and terrible customer service. Any advice on what to do here? I debating if I should cancel my account or not. I feel like I am being baited out of my grandfather plan with false information. It's sad that they treat their customer of 12 years like this.

TLDR

- T-mobile customer service rep provided false information

- Based on false information provided, I purchased a new phone and added a 3rd line.

- T-mobile didn't honor the pricing agreed at the start

- T-mobile didn't revert my account back to the original grandfather plan

- I got baited out of my grandfather plan and forced to pay more

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Best answer by gramps28 12 November 2019, 20:11

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Userlevel 7
Badge +14

Try contacting Tmobile support through messenger on Facebook or Twitter. The Tmobile reps

there have account access and can see if there are any notes on the transaction.

Good Luck.

Decided to go with Tmobile. Spent one hour & 10 min finalizing everything and told it was a “go”. The next morning I get email saying I needed to sign a form. Did a chat and found out the price I was quoted was going to be more. They also said the phone I wanted was on back order. Reconnected on day 3 via chat and was told they had no idea when my phone I chose would be available. I already paid them a down payment. I asked them if I could get the phone in a different color. I was told that I had to cancel this contract, wait 15 days for a refund and then call back and start over. I said I will take a different color. They said it cannot be done. My only choice was to wait 15 business days for a refund.. Then I can call back and restart the entire process over. I asked if I was on candid camera. Not one of these 3 people I spoke with informed me that if the phone I chose was not available that I would have to wait these 15 business days and not one said I had to restart the process over again. I have never ever heard of such stupid crap in my life. I got totally punished over something that was completely their fault.

Userlevel 4
Badge +4

Decided to go with Tmobile. Spent one hour & 10 min finalizing everything and told it was a “go”. The next morning I get email saying I needed to sign a form. Did a chat and found out the price I was quoted was going to be more. They also said the phone I wanted was on back order. Reconnected on day 3 via chat and was told they had no idea when my phone I chose would be available. I already paid them a down payment. I asked them if I could get the phone in a different color. I was told that I had to cancel this contract, wait 15 days for a refund and then call back and start over. I said I will take a different color. They said it cannot be done. My only choice was to wait 15 business days for a refund.. Then I can call back and restart the entire process over. I asked if I was on candid camera. Not one of these 3 people I spoke with informed me that if the phone I chose was not available that I would have to wait these 15 business days and not one said I had to restart the process over again. I have never ever heard of such stupid crap in my life. I got totally punished over something that was completely their fault.

The reason for the 15 day wait is due to their internal credit line limit. You mentioned you purchased a phone with a down payment which would mean you also have a zero percent loan for the balance. That loan amount is deducted from your internal credit line. If you cancel that order it takes up to 15 days for the credit line to release the prior loan. This is similar to credit card refunds that could take 7-10 business days to show on your account.

TMO internal credit lines are small in comparison to credit card lines since it’s only for internal TMO use. It is likely that your current TMO credit line is not sufficient to have two loans at the same time so I believe that is why they are telling you to wait 15 days.

If this is the case, I don’t believe they can expedite the wait time, but they may give you a higher credit line, especially if your current one is just short of what you need. Give TMO a call and see if this is something they can do.

I had a similar situation - I ordered a new phone with installment plan (loan) and UPS lost it and I asked for a replacement order. This was when I found out about the internal credit line. While it was fine to cancel my lost phone, they initially said I had to wait for both UPS investigation and the credit line to get adjusted. It turns out my credit line was literally $99 short for ordering another phone so my rep spoke to a supervisor and they increased my credit line so I could place a new order. I received my new phone 3 days later. I was never charged for my original lost phone, but it took several months for that original order to get removed from my order history.

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