Tmobile
Customer service

In late Nov I contacted tmobile and ordered the Samsung Behold. Because I have been a customer for over 10 years they gave me a really sweet deal. The rep rambled through a bunch of features and I got the jist of it. The phone arrived a few days later and it was GREAT. I noticed that I was able to access my email and I cl tmobile to ask about this feature. The rep advised that I could see the headers for my emails but would be charged "a text" message if I selected the message to read. Super.

2 weeks ago, on my way out of town I attempted to check my email and the phone kept advising that there was a communication error and to try again later. After 1 1/2 weeks of this, I contacted Tmobile to advise of the problem. First I advised the on line chat... Connection lost, so I called them. The op advised me that they upgraded their system and I would no longer have that feature. But I could add the data plan for 24.99 and have that feature??? I said, " No..." Then I was escalated to the next person in the food chain. I tried to explain that I have been utilizing this feature over the last 5 months, and that I had even cl them to confirm that I was entitled to it. They advised me that that op was wrong. And that they could give me a discount on the data plan. "WHAT???"

I was escalated to a supervisor, Christina, who was very polite when she basically said "too bad so sad for you." They did offer to let me out of my contract if I sent back my phone. After researching how much it would cost to: send phone back, buy new phone, pay connection fees and so on, I opted to stay with tmobile. I cannot believe that as a loyal customer they would pull a fast one on me, and then just say, "Oh we're sorry, but TOO BAD."

Anyone else who had this feature active on the Samsung Behold should check their phone and complain to Tmobile.

Company: Tmobile
Country: USA

  <     >