I purchased a Suncom plan August.1000 anytime minutes, unlimited nights and weekends, and unlimited mobile to mobile is one of their standard features. 29.99$ a month, great plan, I know. I added text messages and insurance for an additional 10$ (give or take a few pennies).
The customer rep at the store told me that Suncom was bought out by T-mobile and everything was changing the next month, but he assured me my plan would not change, only the name of the company.
The first problem: My coverage went to almost nothing where I had signal previously with Suncom. I go to T-mobile to find out why and they tell me it is because of the Suncom sim card in my phone, I need a T-mobile sim card. They tell me I can onlyget one if i sign up for a T-mobile plan. They offer the same plan I have with Suncom for 79.99$. No, I think I will stick with crappy service. My thinking, you get what you pay for.
Fast forward, June this year. I go to T-mobile, they gladly offer to change my sim card with out changing plans. Cool beans. Happy with T-mobile.
Jump to September 15th this past month. I go to the store to pay my bill. A whopping 320$!!?? They explained to me that I did not have free mobile to mobile. I explained that I had it with Suncom, don't they have to honor that contract? They told me that it was never part of my plan. So I argued with the person in the store, and the 2 people on the phone, finally I said add it to my plan, and set about to pay 320$ in to installments, pissed but fixed the problem... Right? Wrong.
Today was my second installment, I was informed that my new bill was 600$ because I was over by about 2000 minutes!!??? I was blown away at this point. I said what? How is this possible? He explained to me he was only here to accept the second installment of my bill and would I like to pay more to help knock down this one? NO! So he transferred me to a customer rep for billing... But actually hung up on me. Then my phone mysteriously would not work when calling 611 (customer service) the only automated option was to pay on my bill...
I turned the phone off, then back on and tried again. Got thru this time. Only to find out that I would be told that It was never in my plan ever that he could see. Now i know that T-mobile would like me to believe that their acquisition of Suncom was so smooth and flawless that they could just go back and enter Suncom's billing and contractual agreement and pull up my information... But lets be honest, they can't keep track of the plans and services they change that they have always owned.
One of the reasons I signed up with Suncom was the no nonsense approach to their plans and billing. I remember the radio advertisement saying, we don't believe in charging extra for things like mobile to mobile calling, or hiding charges in fees and subscriber charges. We want to be honest with our billing and our customers. It was the reason I went to the store. So i am sure they had unlimited mobile to mobile.
Needless to say, they refuse to change my bill. I explained i am willing to pay for my overage of out of network calling, but not mobile to mobile, which was 1200 of my anytime minutes usage. I was transferred to a customer "loyalty" rep, who was prob the idiot in the next cubicle over. He was no help as well and seemed happy for me to take my money elsewhere. Which I am and will.
Stay away from T-mobile.
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