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


Userlevel 5
Badge

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.


113 replies

Userlevel 5
Badge

I highly recommend filing a complaint against T-Mobile with the Federal Communications Commission.  The online process only takes five (5) minutes.  If enough T-Mobile customers complain loudly and forcefully, perhaps the FCC will do something.  We have nothing to lose by taking a shot.  Here is the link:  https://consumercomplaints.fcc.gov/hc/en-us

Userlevel 3

T-Mobile says one thing then does another, trying to hide behind “well the price of everything is going up” - I wasted 45 mins listening to BS from a rep in the Philippines likely getting paid $3 an hour…..      You would think their costs should be going down by moving customer service to a 3rd world country.    I was with ATT for almost 20 years, then switched to T-Mobile 7 years ago….    I am on a grandfathered 55+ plan and I was told it would be price locked unless I changed to another plan.     They are LIARS…….    They used to be a great company, but not anymore - with less than 10 days notice they are increasing the price of my service by almost 17%   ($60 two lines / $10 increase).   I don’t need a Pilipino telling me its only $5  a line.   I will file FCC/ State Board of Public Utilities & State Attorney General & State Consumer Affairs (unfair business practices).   Plus, BBB / YELP/ PissedConsumer/ FB/ X/ Tick Tock/ & Insta.   They went from Hero to Zero ….    I doubt T-Mobile will do anything until they realize they are hemorrhaging loyal customers and become inundated with complaints.  There are better, lower priced choices. from other carriers and resellers. I intend on switching

Userlevel 3

T-Mobile new slogan. "Price lock for life and other temporary agreements"

Userlevel 3
Badge

Same exact thing! Spent an hour on live chat to get runaround. Called customer service and they said “it wasn’t a contract”. Honestly?? Will be contacting state attorney general’s office and fcc

Userlevel 2

Same thing happened to me. Switched from Verizon to T-Moble to get One plan 55+ with price lock for life (2 lines $60 with auto pay and now told price is increasing and that plan is not included with price lock. Filed FCC complaint also. Maybe we should take them to small claim court individually? They won’t show and be ordered to pay.

Userlevel 2

Hello,

I was also sold the 55+ price for life plan some years back. I signed up because it sounded like a great deal not having to worry about rate increases on a low income. T-Mobile is a liar company that used bait and switch tactics, or so it appears. I am going to file a complaint with my state Attorney General and any other agency that will listen. I will also be emailing my representatives and local media to expose this company as a predator company using fraud tactics to sell their service. Everyone being affected by this, please do the same. They are breaking a promise so they can open the door to future rate increases and more frequently. I have kept my part of the deal all these years, so should they. I am sick of these big companies screwing over customers and not being held accountable.  

Userlevel 2

They have changed for the bad since x-ceo John Legere left in 2020. Under him they wanted to be a different- customer oriented cell company with a guaranteed for life plan for 55 & over!  Now they are just another greedy cell carrier just like the others. I too called in & talked with a rep asking how they could not keep their word with guaranteed for life & she said there was nothing she could do about it! I live in the mountains & Tmobiles service isn’t that great anyway so I will be switching carriers.. I don’t give repeat business to unethical companies!!

 

Userlevel 2

First, they changed the rules regarding auto-pay so we couldn’t use our credit cards. Now this!! I will be filing appropriate complaints as well as switching carriers. Even if they reverse this decision, I won’t be doing business with this type of company. I figured something was up when I stopped receiving the weekly updates and surveys from them.

Userlevel 4

If T-Mobile doesn’t do anything about their “Bait & Switch” attitude, we MUST all get together and get a good lawyer and bring a class-action lawsuit against T-Mobile.  Also, a BOYCOTT of T-Mobile .can be started in social media - hate to do it, but they “drew first blood” (Rambo).

Userlevel 1

Just went thru the same “Your current plan says nothing about a Price-Lock” goat rope with a young T-Mobile Customer Svc Rep. Sadly, he’s the one that has to to endure our rath. Anyway, after sharing I’d enrolled in the (Then) Senior Unlimited 55+ Plan, that included a “Guaranteed Never to Go Up” Price-Lock back in December 2017 AND I needed to know why it’s now called “One Plan 55+” and there’s no longer a lock. Told him I wanted an email address that I could send my concerns to, toward resolution, and was informed there are NO T-Mobile email addresses, but he would be happy to transfer me to his Tampa Supervisor. I gladly accepted that offer and eagerly awaited the end of the Elevator Music, which not surprisingly never ended,  I hung up after 15 minutes. I will be doing the 611 thing AGAIN, and this time tell a Supervisor (among other things) to Read the discuss on their Community Page. I may need to give him/her the link to the page.

Userlevel 2

I transferred to T-Mobile at my local Costco store in 2017. I will be contacting Costco about this issue. They have been excellent about standing behind their products as well as those from their contractors.

Userlevel 4

Same thing happened to me. Switched from Verizon to T-Moble to get One plan 55+ with price lock for life (2 lines $60 with auto pay and now told price is increasing and that plan is not included with price lock. Filed FCC complaint also. Maybe we should take them to small claim court individually? They won’t show and be ordered to pay.

Small claim court is very limited as to punishment and we need to hit T-Mobile deep in their pockets...

Userlevel 1

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.

Similarly, I signed up for the fixed plan.  Called about the rate hike and was told there never was a lifetime guarantee.  The CSR on the other end of the line, obviously well trained, told me it is only $!0.  That keeps it still cheaper than any other plan.  It’s not the $$$.  $10 will not break the bank, it’s the knowledge that t-mobile lied to me - continues to lie to me - and they will undoubtedly get away with it.  Got the same guarantee on my internet price.  How long will it take them to deny they ever promised that???  How does a larger company get to lie about such a thing.  I will never trust t-mobile again.  

Userlevel 4

Ask anyone on the meaning of 55+ and they will answer that 55+ just means SENIORS.

For T-Mobile to rescind on their promise of the 55+ “$30 per month rate plan would “never” go up is simply a BREACH OF CONTRACT and to do it to the 55+ group is simply AGEISM DISCRIMINATION.

We need to have a concerted effort to bring T-Mobile to its senses - these are some:

1. File a complaint with the FCC

... https://consumercomplaints.fcc.gov/hc/en-us

2. File a complaint with the BBB

... https://www.bbb.org/file-a-complaint

3. Contact your state attorney's general office.

4. Contact your congressperson and two senators.

5. Contact AARP.

6. Contact Costco, if you got your service through them.

7. Start a "Boycott T-Mobile" campaign in social media.

8.Contact your favorite law office to bring a class action lawsuit against them.

You may also try sending an email to Pres/CEO Mike Sievert

... Mike.Sievert@t-mobile.com

Remember... UNITED WE STAND, DIVIDED WE FALL !!!

Userlevel 6
Badge +12

FCC isn’t going to do a thing.  You guys have an opt out and can use if they changed the price. That’s what the guarantee is.  They will tell you to use the opt out penalty free and go another provider.

Userlevel 2


In 2017, we signed up for the T-Mobile One program at Costco.
I just spoke with a Costco rep, and he spent quite a lot of time looking into this. His suggestion is that I (and any of you who signed up at Costco) complete the online Feedback form on the Costco.com website home page. This is the comment I left: You are welcome to use it (or a version of it):
 

In 2017, we signed up for the T-Mobile One program at Costco, a rate plan for customers 55+ that promised the $30 per month rate would “never” go up. We switched from AT&T and moved my mother over, also. This past week T-Mobile One customers were advised that their plan was going to be increased $5 per line per month. I have spoken to T-Mobile, but there are no options for us at the same rate.

I just spoke with a Costco rep, and he spent quite a lot of time looking into this. His suggestion is that I (and anyone who signed up at Costco) complete the online Feedback form on the Costco.com website home page. This is clearly a T-Mobile issue, but having engaged in a contract with a Costco contract vendor, we expect the same adherence to contractual promises made as we do with any Costco product.

We hope you can help us and the thousands of other Costco customers who signed up for this plan at a Costco store.

 

Userlevel 2

Let’s hope all contact FCC, secretary of state you live in, your congressperson and two senators and AARP.

Userlevel 1

I have encountered the same problems. They dance around the fact that they have lied to their customers who all happens to be senior citizens.  I sent the T-Mobile CEO an email, he also danced around the issue that we had been lied to. Below is his name and number, send him an email.

Mike Sievert

Mike.sievert@t-mobile.com

 

 

 

 

 

Userlevel 3

Reply after submitting formal complaint to the FCC.  What was T-Mobiles CEO thinking would happen? Hopefully this gets national attention.  Oh that’s right, T-Mobile had to do this because of inflation … wait … inflation? what inflation? …. CBS, ABC, NBC, MSNBC, CNN says inflation is more right wing propaganda.  This story will never make any news.

 

Thank you for your submission. Based on our review, your Ticket No. xxxxxxx was served on your provider on May 24, 2024.

Here's what you can expect from the FCC's informal complaint process:

- Your provider should contact you directly in an effort to resolve your issue.
- The FCC's role in this process is to facilitate a conversation between you and your provider.
- Your provider is required to submit to the FCC a written response regarding your issue no later than 30 days from today.
- The FCC will not contact you until we receive a response from your provider.

Userlevel 4

You can also start a “Boycott T-Mobil” campaign in social media or seek legal help to do a Class Action lawsuit as there are many of us affected by this action from T-Mobil - that could be considered an ageism discrimination on their part...

Userlevel 4

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 have also been a T-Mobile customer for 22+ years, but to me it is NOT a matter of 5, 10 or whatever dollar amount is involved… IT IS A MATTER OF PRINCIPLE.

If you say YES to their Breach of Contract now, then you should not have an issue when they increase it in the future… right?  You “fell hook, line, and sinker” to T-Mobile’s Bait & Switch Scam !!!  Enjoy it !!!

Userlevel 1

Like so many others on this thread, I signed up for this 55+ plan years ago, banking on the guarantee that T-Mobile provided which was that the only one who could change this plan was me. I filed a complaint with the FCC (received an acknowledgement that they received my complaint) also filed a complaint with my state’s Attorney General, and with every local TV station that has a consumer reporter and with every tech show I could think of. I also contacted T-Mobile, first by phone and then by email, to let them know that I am not willing to accept the change to my plan. I called a local radio station who has a show hosted by an attorney that dispenses ‘marginal legal advice’ - he cautioned me that if I do nothing and just go along with the price increase, T-Mobile could later use that against me, saying in effect that when they raised the rate and I paid the increased rate, that was a sign that I accepted the price increase.   On May 29th I received a phone call from Brandi Ware in the T-Mobile corporate office, offering me a one time credit of $120, (i.e. $5 per line for 12 months) to offset the increase and to give me time to find another carrier. I thanked her for the offer, and told her (by email) that while her offer might seem generous to her, it was unacceptable to me. What I wanted to see was ‘specific performance’ - i.e. T-Mobile honoring their guarantee of no price increase for life. I told her that failing that, when the price increase appeared on my bill, I would file a claim in small claims court against T-Mobile. I told her that based on my estimates (and I still need to crunch the numbers to come up with an exact figure) I have lost about $2,000 by sticking with T-Mobile over the past seven years (84 months), and not switching back and forth between other carriers to take advantage of their artificially low introductory rates.  I’m in a waiting game right now, because I can’t do anything until the rate increase shows up on my bill. And even though the text notification I received from T-Mobile told me that it would be effective on my first bill after June 5 - my latest bill was today (June 6) and it was at the old $60 a month rate for two lines, so until the rate increase shows up, I have no damages to recover, but when it does I will plan to file a small claims action to try and recover what I lost by taking T-Mobile at their word that they would never raise my rate.

Userlevel 5

Today I received in my mail a copy of a reply that T-Mobile sent to the FCC in response to my complaint filed with the FCC.  T-Mobile went through a few paragraphs about both “Un-carrier” and “Price Lock”, and basically said “tough luck”.  They asked that the FCC close my complaint.  Neither Un-carrier or Price Lock was EVER discussed when I signed up.  I was simply PROMISED that, as long as I maintain the account, my monthly cost would NEVER change.  T-Mobile is trying to muddy the waters and add confusion to their broken promises.  I immediately sent an email to the FCC supplying my comments on the T-Mobile letter.  In hopes that it may help someone else, I’m pasting basically what I just sent to the FCC:

“Good Afternoon,

Today I received in the mail a copy of a reply sent to you in response to my complaint regarding T-Mobile, your Ticket No. XXXXXXX.  In that reply, T-Mobile has pointed to two separate packages that they have offered.  First they explain the "T-Mobile Un-contract", then they explain the "Price Lock".  Neither of these packages were what was discussed when we signed up for the T-Mobile Magenta 55+ Plan in November of 2021.  The simple fact is this:  When I signed up with T-Mobile, I was promised that the price of our plan would NEVER increase as long as we maintain the plan.  (Note:  This same promise applied to hundreds of other T-Mobile seniors.  You can find evidence of this on the T-Mobile Community online.)  I have paid our bill every month through "autopay".  Initially, T-Mobile took my monthly payment from my credit card.  Some time back, they disallowed credit cards as autopay, and insisted that they had to debit my checking account instead.  I went along with that with no issue.

In trying to tie my plan to either "Un-carrier" or "Price Lock", T-Mobile is trying to imply that my wife and I fall under one or the other of these packages. That is untrue.  We had an agreement at the time of signup (not a "named package") that our price would not increase.  When I initially called T-Mobile support after receiving a text telling me my rate was increasing, I argued that they had promised me that the rate would remain the same FOREVER.  Two separate representatives from T-Mobile agreed that I had, in fact, been made that promise, but that "with things going up and with inflation, we find we have to make this increase".

I hope that you will be an advocate for (mostly) senior citizen consumers who were made this promise, and not allow T-Mobile to "weasel" their way out of the promise by falsely trying to tie us to two plans that were never brought up when we signed up with them.  Integrity in all matters is important, and this company MUST  NOT be allowed to simply raise prices at their whim despite the promises made to my wife and me and many others.

In their response to you, T-Mobile ends the letter by saying, "Based upon the foregoing, we respectfully request that this complaint against T-Mobile be closed."  To that I say to you, they are basing their response on false and misleading information, and I request that you do NOT close this request, but continue the search for integrity within T-Mobile.

I will be happy to explain this situation verbally should you need to contact me by phone.

Thank you very much,”

T-MOBILE is absolutely lying to us. Our rate was guaranteed for life. I would not have signed up otherwise. We need to complain to the FCC. Once they raise our rate every year or so. I cannot believe they just lie about this promise they made. Maybe a lawyer would be interested in a class action lawsuit 

I’m very disappointed with T-Mobile’s decision to shaft the Senior 55+ participants. I am in lockstep with the other contributors preceding my comments. 
I would welcome a class action lawsuit to straighten this mess out, considering others that called the company to express concerns fell on deaf ears. I too am looking for a better place to land.

Reply