In December my Husband and I visited a Corporate T-Mobile store to see if it would benefit us to combine plans, as I had my contract with T-Mobile. My Husband was month to month no contract, we also wanted to add our daughter to the plan. We spoke to one of the Managers, named Janet to see what our options were, our goal was to hopefully save money and pay the add a line for $5.00.
We are very diligent and not impulsive people. Janet the Manager gave use many different options, which we had her write down and left to discuss our options. We were quoted $90.00 per month before tax, with shared 3000 minutes for three phones, unlimited text, free t-mobile to t-mobile, free nights and weekends, Plus I was told I could grandfather my Internet service on my phone for $10.00.
The first clue that something was wrong is when my Husband lost all contact information, and when he called T-mobile they told him he was not an authorized user, I then called customer service to make sure we were on the same page. I just wanted to make sure we got what we discussed. When speaking with customer care I was informed that I had no internet service on the new plan, they put it back on, I then ask what the monthly bill would be before tax, and was told $104.99 per month, This was wrong, but I wasn't going to split hairs over a few dollars.
A few days later I tried to access the internet, and again I could not get on. I went to the T-mobile store and again spoke with Janet, We determined she made a mistake and misinformed me. If I wanted internet I would have to pay $20.00 a month, I then asked how much my monthly bill would be and was told $115.00. I told her that the amount was incorrect, and I would be back with the paperwork in her writing to try to figure out what went wrong.
The next day I went in, and again saw Janet showed her what she had written, and that I had never agreed to pay $115.00 per month and without internet that would now cost me an additional $20.00, now we are up to $135.00. I reminded Janet that we had chosen the $90.00 per month with $10.00 internet access. She informed me that there was nothing she could do for me, So basically I was stuck with what she put me in. I call this bait and switch, and if that's not the case then T-mobile is allowing their employees to mislead the consumer. I am now having to unravel this mess with T-mobile. They would not honor what their employee said, but will put I back in our individual plans, Lets see how smoothly they can do that! Beware even if you have it in writing T-mobile does not care about their customers. How many more people have been told incorrect information that benefits T-Mobile?
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