T-Mobile breaking promises to seniors who were offered price-lock guarantee for life on 55+ rate plans


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In 2017, I signed up for a 55+ rate plan with the assurance that my monthly rate was price-locked for life.  This incentive was a primary reason that I switched from AT&T to T-Mobile.  Now, T-Mobile is trying to raise my monthly rate by $10.00.  When I spoke to their customer service people this morning they told me that there was nothing that they could do to fix the problem.  I also noted that they changed all of the marketing information on their web site to delete all references to the price-lock guarantee which I was offered when I set up the account.  We need to find a way to complain loudly to T-Mobile about this breach of contract and breach of trust.  If we do nothing, they will raise our rates again in the future.  Let’s fight back.  Thanks for listening.


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I believe it might be time for a class action lawsuit against T-Mobile for raising rates on a promised fixed rate, never to change, Magenta 55+ plan. I realize that T-Mobile has incurred additional expenses as they say but if they think that this plan was a bad deal for them then I’m sorry to say that they made their bed and must lie in it (no pun intended for the lie).They are the third largest cell phone provider in the nation with 98 million customers. I don’t know what share has the Magenta 55+ plan but I’m sure it’s a lot. Please let us know if we have support out there. We mean no harm to T-Mobile but they have certainly harmed us as we incur additional expenses in our lives as well. Thanks!

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Husband received letter 55+ rate was $30/month but when we went to T-Mobile store it was $115/month for husband plan & $40/month for my plan There wasn’t a $30/month plan unless get 2 lines for basic coverage and both people had to get exactly same plan? My $40 wasn’t $40 month either but $51.07/month! Just like you I feel 🙃

I submitted a complaint to the Washington State Attorney General, who relayed my complaint to TM.  I received a call back from a “Customer Resource Specialist” who I reported on previously on this chat group.  Today, I received the response that TM sent to the AG’s office and am including it here.  For anyone who lives in the State of Washington, I urge you to file a complaint with the AG’s office.  There is not much else they can do unless they receive numerous complaints.  For the folks at TM who are monitoring this chat group, know that what you have offered is corporate double speak, gaslighting, and  broken promises.  We are boomers and not dead yet.

 

July 8, 2024

VIA EMAIL

Consumer Resource Specialist

Consumer Protection Division

Washington State Attorney General

800 Fifth Ave. Ste. 2000

Seattle, WA 98104

 

Your File No. 669988

T-Mobile Account No. 960596759

To Whom It May Concern:

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated June 20, 2024, regarding the above-referenced account.

T-Mobile regrets any concerns Mr. M may have experienced regarding their account, and we appreciate the opportunity to respond. T-Mobile records indicate  M activated service on September 9, 2017, and maintains two voice lines of service ending in 4365 and 3448, subscribed to the ONE Plan Unlimited 55 rate plan at the monthly cost of $80.00, including taxes and fees. Additionally,  M is enrolled in AutoPay, in which they receive a monthly discount of $5.00 per eligible line while using an eligible payment method.

On January 5, 2017, T-Mobile announced Un-contract. Un-contract is one of many ways T-Mobile showed our commitment to providing the best value in wireless. With Un-contract, T-Mobile committed to its customers that if it were to increase prices and customers chose to leave as a result, T-Mobile would pay the customers’ final month’s recurring service charges, as long as customers notified T-Mobile within 60 days. Consistent with that commitment, customers who activated on an eligible rate plan between January 5, 2017, and April 27, 2022, can request to have their final month’s qualifying service charges reimbursed if their rate plan price increase and they choose to cancel service. Customers simply need to request the reimbursement within 60 days of the price increase.

From April 28, 2022, to January 17, 2024, T-Mobile began offering Price Lock on new account activations on qualifying rate plans. Price Lock guarantees that accounts activated with a qualifying rate plan, within the enrollment period, would not be subject to a price increase, so long as the account remained in good standing and the customer remained on the qualifying rate plan. If a customer migrates to a new plan not covered by Price Lock, the Price Lock guarantee will fall off the account given the customer is no longer on a qualifying rate plan. As  M’s account was activated before the above mentioned enrollment period, their account is not eligible for the Price Lock guarantee. Consumer Resource Specialist July 8, 2024 Page 2 of 2

P.O. Box 37380 Albuquerque, NM 87176 www.t-mobile.com

 

T-Mobile periodically reviews our plans and services to ensure that customers receive our latest benefits and features. As costs continue to rise, T-Mobile has made some small adjustments to the pricing of some of our older rate plans. On May 22, 2024, T-Mobile began notifying customers enrolled on older rate plans that their plan’s monthly recurring cost will increase as of their June statement.

T-Mobile notified Myers that their ONE Plan Unlimited 55 will increase by $5.00, as of their next bill cycle, June 10, 2024.  M’s plan type, benefits, and due date will remain the same. If  M is interested in shopping for a new rate plan or would like to review our current rate plan offerings, we encourage them to contact Customer Care or visit T-Mobile.com/cell-phone-plan.

On June 25, 2024, our office contacted M and advised them of the information above. T-Mobile regrets any inconvenience to M

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me at the address listed below or at 425-***-****.

Very truly yours,

T-MOBILE USA, INC.

Alton L

Executive Response

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Upon receipt of my email to the CEO (pasted previously), the office of the T-Mobile CEO has reached out to me.  A very nice lady who identifies as a “Senior Specialist, Team CEO” called me late this afternoon.  She was quite willing to listen to my story, and expressed her apologies for the fact that I was “disappointed” in the service.  Although she was totally cordial and professional, this was obviously a “CYA” followup.  She assured me that the credit for my last month’s cost would be applied.  Nowhere, however, was there a mention of the fact that a promise was ever made or broken.  She, once again, mentioned that “inflation” was hard on everyone, and that the price increase to those of us who were promised our monthly cost would NEVER increase was necessary.

Nuff said!

I have been with TM for over 22 years and on the One55 plan locked price. I also got a message of a $5 ,increase. Honestly, I don't mind because there isn't anything out there that comes even close to the benefits TM offers automatically with each plan. If it is the point that we are supposed to be locked in, ok, I get it. However, it has been well over 10 years since I have had any price increase even though I benefited from upgrades without paying. Such as 5G. I took this time to upgrade my plan and got amazing benefits and specials. Yes, it is an increase in my bill but I'm saving on the back end because I can cancel some of my streaming accounts. I'm on a tight budget and fixed income as well, but if you do a little research and talk to an agent politely, you might find switching plans could save you money in the end. If not, Is $5 really that bad/much considering what they give us for free? I personally don't think it's asking too much. I haven't found anything else out there that comparable to what TM offers in the same price range. 
 

I’ve got (or had) Magenta max 55+ for 3 years and $39 price lock on Home Internet. For me it’s not about the $. It’s that they also had the nerve to dis-honor prior commitments and auto-changed people to a new plan. No place for opt out. Wirst, which you may not have noticed, but all “new” plans come with significantly lower data and throttling limits  Depending on where you look you get different answers WRT these changes. Multiple government contacts starting today for me  

 

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I have been with TM for over 22 years and on the One55 plan locked price. I also got a message of a $5 ,increase. Honestly, I don't mind because there isn't anything out there that comes even close to the benefits TM offers automatically with each plan. If it is the point that we are supposed to be locked in, ok, I get it. However, it has been well over 10 years since I have had any price increase even though I benefited from upgrades without paying. Such as 5G. I took this time to upgrade my plan and got amazing benefits and specials. Yes, it is an increase in my bill but I'm saving on the back end because I can cancel some of my streaming accounts. I'm on a tight budget and fixed income as well, but if you do a little research and talk to an agent politely, you might find switching plans could save you money in the end. If not, Is $5 really that bad/much considering what they give us for free? I personally don't think it's asking too much. I haven't found anything else out there that comparable to what TM offers in the same price range. 
 

I’ve got (or had) Magenta max 55+ for 3 years and $39 price lock on Home Internet. For me it’s not about the $. It’s that they also had the nerve to dis-honor prior commitments and auto-changed people to a new plan. No place for opt out. Wirst, which you may not have noticed, but all “new” plans come with significantly lower data and throttling limits  Depending on where you look you get different answers WRT these changes. Multiple government contacts starting today for me  

 

It is NOT the money… it IS the principles !!!

I;m going to hit up ADA with Accommodation request.(Disabled Vet on SSDI fixed income - This is a huge deal)), CPFB, FCC, state and federal congressional and senate members, AARP, anyone else I can think of or you can suggest.

Talking to USA customer service when they open.  Asian folks always end up screwing me in the end.

https://www.consumerfinance.gov/complaint/

https://advocacy.consumerreports.org/ This one is fairly new I believe.  Other govt. branches/officials did not succeed in shutting this down yet in 2016-2020, Although dude fought plenty hard for it.


Not sure if it was in this thread, but writing these 3 folks also, copying all in 1 e-mail:

      • Mike.sievert@t-mobile.com CEO
      • jon.freier@t-mobile.com Pres. consumer group 
      • Pedro Montalvo
        • Sr. Specialist, Executive Response, Team CEO
        • Direct 425.403.1503 | Pedro.Montalvo@T-Mobile.com

Searching for Class Action, but nothing yet.  Plus they take a LONG time.  Most recent re:data breach has still not been awarded.  T-Mobile is appealing.
 

Plenty of anger energy today - Never seen something so sleazy. 

 

I’ll reply if anything hits.

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For those asking about a class action lawsuit, it was filed yesterday in U.S. District Court in the District of New Jersey, requesting a jury trial as a result of T-Mobile breaking their promise to not raise prices for those of us covered by the Un-contract and their Price Lock. For those wishing to have a look at the complaint, here’s a link:   https://drive.google.com/file/d/1NuzIh7lhRBwDRxFxa_RxAU3fxSMDQO4f/view?usp=sharing

Userlevel 4

For those asking about a class action lawsuit, it was filed yesterday in U.S. District Court in the District of New Jersey, requesting a jury trial as a result of T-Mobile breaking their promise to not raise prices for those of us covered by the Un-contract and their Price Lock. For those wishing to have a look at the complaint, here’s a link:   https://drive.google.com/file/d/1NuzIh7lhRBwDRxFxa_RxAU3fxSMDQO4f/view?usp=sharing

How do we go about joining the class action lawsuit?  Please advise - thanks.

Userlevel 3

For those asking about a class action lawsuit, it was filed yesterday in U.S. District Court in the District of New Jersey, requesting a jury trial as a result of T-Mobile breaking their promise to not raise prices for those of us covered by the Un-contract and their Price Lock. For those wishing to have a look at the complaint, here’s a link:   https://drive.google.com/file/d/1NuzIh7lhRBwDRxFxa_RxAU3fxSMDQO4f/view?usp=sharing

How do we go about joining the class action lawsuit?  Please advise - thanks.

This is pretty new, but I believe that members of the class will be notified by the court if it allows the case to proceed. In the meantime, you may want to go on the T-Mobile site and opt out of their arbitration clause. https://www.t-mobiledisputeresolution.com/en/TMobile/OptOut

 

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For those asking about a class action lawsuit, it was filed yesterday in U.S. District Court in the District of New Jersey, requesting a jury trial as a result of T-Mobile breaking their promise to not raise prices for those of us covered by the Un-contract and their Price Lock. For those wishing to have a look at the complaint, here’s a link:   https://drive.google.com/file/d/1NuzIh7lhRBwDRxFxa_RxAU3fxSMDQO4f/view?usp=sharing

How do we go about joining the class action lawsuit?  Please advise - thanks.

This is pretty new, but I believe that members of the class will be notified by the court if it allows the case to proceed. In the meantime, you may want to go on the T-Mobile site and opt out of their arbitration clause. https://www.t-mobiledisputeresolution.com/en/TMobile/OptOut

 

That opt out is only good if you activated a line less than 30 days.

Userlevel 3

For those asking about a class action lawsuit, it was filed yesterday in U.S. District Court in the District of New Jersey, requesting a jury trial as a result of T-Mobile breaking their promise to not raise prices for those of us covered by the Un-contract and their Price Lock. For those wishing to have a look at the complaint, here’s a link:   https://drive.google.com/file/d/1NuzIh7lhRBwDRxFxa_RxAU3fxSMDQO4f/view?usp=sharing

How do we go about joining the class action lawsuit?  Please advise - thanks.

This is pretty new, but I believe that members of the class will be notified by the court if it allows the case to proceed. In the meantime, you may want to go on the T-Mobile site and opt out of their arbitration clause. https://www.t-mobiledisputeresolution.com/en/TMobile/OptOut

 

That opt out is only good if you activated a line less than 30 days.

My attorney asked me to do it anyway. I wonder how many of us got a copy of T-Mobile’s Terms & Conditions when we signed up for the plan, and/or were told they had 30 days to opt out. I know I didn’t. It’s worth opting out unless & until the court decides that we can’t… it’s in their hands now.

Userlevel 4

For those asking about a class action lawsuit, it was filed yesterday in U.S. District Court in the District of New Jersey, requesting a jury trial as a result of T-Mobile breaking their promise to not raise prices for those of us covered by the Un-contract and their Price Lock. For those wishing to have a look at the complaint, here’s a link:   https://drive.google.com/file/d/1NuzIh7lhRBwDRxFxa_RxAU3fxSMDQO4f/view?usp=sharing

How do we go about joining the class action lawsuit?  Please advise - thanks.

This is pretty new, but I believe that members of the class will be notified by the court if it allows the case to proceed. In the meantime, you may want to go on the T-Mobile site and opt out of their arbitration clause. https://www.t-mobiledisputeresolution.com/en/TMobile/OptOut

 

For those asking about a class action lawsuit, it was filed yesterday in U.S. District Court in the District of New Jersey, requesting a jury trial as a result of T-Mobile breaking their promise to not raise prices for those of us covered by the Un-contract and their Price Lock. For those wishing to have a look at the complaint, here’s a link:   https://drive.google.com/file/d/1NuzIh7lhRBwDRxFxa_RxAU3fxSMDQO4f/view?usp=sharing

How do we go about joining the class action lawsuit?  Please advise - thanks.

This is pretty new, but I believe that members of the class will be notified by the court if it allows the case to proceed. In the meantime, you may want to go on the T-Mobile site and opt out of their arbitration clause. https://www.t-mobiledisputeresolution.com/en/TMobile/OptOut

 

That opt out is only good if you activated a line less than 30 days.

Hopefully the governmental agencies like the FCC, State AGs, etc. will be more proactive and convince T-Mobile to rescind their “Breach Of Contract” rate increase.  Also if the national and local news report on the class action lawsuit, more affected individuals will join... 

I filed a complaint with the FCC. Thank you to the person above who suggested that and provided the link. I just received a form letter from T-Mobile. See attached. It is quite remarkable how they are trying to deny ever having made the claim, and conflating a different offer called the “price lock“ which they say was offered in April 2022 through January 2024.  I have a very clear memory, as many of you seem also to have, of the 55+ plan when it was first announced in 2017 with a “guaranteed price for life”.

I just can’t believe that nobody has any documented evidence of this promise that was made when we signed up. I I did some initial searching on the Internet way back machine (https://web.archive.org) but I was not yet able to find anything. 
 

I think overall T-Mobile is a pretty good company, but it does seem like they are in breach of contract here, and it seems like they should be called on it. It does seem like things may have changed since John Légère left. 
 

 

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I filed a complaint with the FCC. Thank you to the person above who suggested that and provided the link. I just received a form letter from T-Mobile. See attached. It is quite remarkable how they are trying to deny ever having made the claim, and conflating a different offer called the “price lock“ which they say was offered in April 2022 through January 2024.  I have a very clear memory, as many of you seem also to have, of the 55+ plan when it was first announced in 2017 with a “guaranteed price for life”.

I just can’t believe that nobody has any documented evidence of this promise that was made when we signed up. I I did some initial searching on the Internet way back machine (https://web.archive.org) but I was not yet able to find anything. 
 

I think overall T-Mobile is a pretty good company, but it does seem like they are in breach of contract here, and it seems like they should be called on it. It does seem like things may have changed since John Légère left. 
 

 

There is documented evidence, and it’s still on the T-Mobile web site. Here’s a link to their January 2017 announcement:    https://www.t-mobile.com/news/press/un-carrier-next

 

You can also hear it from John Legere in this video interview he did about that same time:  https://www.youtube.com/watch?v=LVQuD_fTpcE

 

I remember there was a lengthy video event that Leger did to kick off this program, but I haven’t been able to find it, yet. T-Mobile is lying when they tell you that they’ve always had this “We’ll pay your final bill if you choose to leave if we ever raise your price” plan in existance. The earliest instance I can find is January 2024. Those of us who signed up under the Uncarrier Un-contract  and later, their Price Lock, know that we had what was supposed to be a lifetime guarantee that T-Mobile would never change the price we pay, and now they’re trying to reneg on that promise. They can’t be allowed to get away with that, and since complaints to various regulatory agencies seem to be ineffective, a class action lawsuit has been filed.

You’re right about things having changed since John Legere left. Legere was much more in tune with valuing T-Mobile’s subscribers, and doing right by us. Sievert is the anti-Legere, having destroyed all the goodwill that was built up during Legere’s tenure. Doing away with the ability to auto-pay with a credit card and requiring us to give them direct access to our bank with a debit card (or other means) was a bad decision, for subscribers, because they’ve shown they can’t protect our data, and debit cards have less protection than credit cards. There have been other things they’ve done, but the one that has upset their large subscriber base was the price increase on grandfathered plans, and then engaged in a campaign telling us that we were misremembering, and that they always reserved the right to raise the price we pay. It’s apalling that they think that little of us.

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