In November I went into the store to inquire about a promotion that they had offered me earlier in the week. It was explained to me that I would be saving a little more than $100.00 a month with this new plan. The only catch was that I would have to pay full price for my phones if I ever wanted to upgrade but I wouldn't have to wait until the end of the 2 yr. Contract to upgrade. The sales person told me that there would be a migration fee of $200.00 since I had just upgraded two of my lines. He said that my bill for December would be a little high, about $400.00. My regular bill, which would be about $118.00 and the $200.00 for the migration fee and connection fees. I asked the salesman why was I getting charged for connection fees since all my four lines were already active and I was only changing plans and he said that it was part of the new contract and so I agreed. I did think that it was a good deal once I paid off the $200.00 until I got my bill in December for $628.00. I asked how come it was so high and they told me that they were charging me $200.00 per line. I explained to them what I had been told at the store and they said that they had no control of what the reps tell costumers at their stores that she was sorry for them misinforming me. She was very apologetic but refused to take off the extra $200.00 that they were charging me for. I told her that since the salesman had mentioned that with the new plan I could make any changes and not wait until the end of the contract that I wanted to terminate my services with them. She said that that was fine but that I had to pay a total of $800.00 because that was the penalty for early termination. I have a total of 4 lines in my account. She also gave me an email address where I could post my complain and I did. I sent that complain 3 weeks ago and I haven't had a response. I made arrangements to pay monthly because they just refused to assist me and since I'm pretty much stuck I have no option but to pay. I received a text from them yesterday saying that they're going to disconnect my lines for overages and charge me $20.00 per line for re connection fees. So I called today to see what was going on and now they want me to pay $150.00 in order to help me with payment arrangements, I had already pay $250.00 on 1/12 and I had let them know that I would be paying an extra $100.00 per month until I pay off the $400.00 and they said that that was fine. I asked why the current bill is $169.00 when it should be $118.00 and now they're telling me that because I'm getting charge $30.00 for purchase installments and of course other fees. I asked if that was for getting the new phones and she said no that it was for the phone that I had purchase in November. I let her know that I had paid for the 2 new phones full price and cash. That the only thing that the salesman mentioned besides the $200.00 was a connection fee. She explained that their is no connection fees since I had my phones already active. I'm frustrated because everyone keeps passing the ball to each other, the last lady even sent me back to the store when she knew perfectly well that they can't do anything for me there since they end up calling customer care themselves. They have so many departments but no one is willing to clear this matter up. All I want is for them to remove those extra $200.00 that I'm being charged and now those $30.00 a month for purchase installments. They just keep apologizing for the people at the store misinforming me but they won't do anything about it. I even told them that the salesman didn't even give me my new contract, they usually put it in the bag for you, so I didn't even notice that he didn't give me one until I looked for the bag to review my contract after talking to costumer care 3 weeks ago. I'm also disputing a $191.78 charge to my husband's credit card. On October, he went to suspend his service since he was leaving for Korea, he took his orders and the salesman told him that he didn't need them. He let them know that he need it suspended as of 11/12 and they said ok. On December he messaged me telling me that T-mobile had charged $40.00 to his account so I went into the store and one of the salesman kept brushing me off, telling me that they didn't take care of those matters there. I let him know that it was at that store that we had gone into to suspend the service. Another salesman took care of me and he couldn't figure out why they had charged my husband the $40.00. He even tried to convince me to add his line to mine and I told him no, that we didn't need that line since he wasn't in the states. He called customer care and tried to get the matter resolved only to pass the phone to me. I told the lady on the line that I had a power of attorney because she didn't want to help me resolve my husband's matter. I guess she didn't believe me because she asked the salesman. I again explained to her the situation with the suspension and my husband being in Korea, she told me that they couldn't put the $40.00 back into his account and that they would be sending him a check in the mail, that was before Christmas, it hasn't come in the mail. My husband messaged me today letting me know that there was a charge of $191.78 to his account from T-Mobile. I went into the store and I was told that he was being charged for early termination. I asked him and they said that because his line was cancelled on December when I went to the store. I let them know that the lady that I had spoken to never let me know that they would be charging him that fee and he said that it was on the original contract. I asked about the $40.00 charge in December and the salesman told me that it was because he owed a portion of the bill and I asked them if that was the case that why had the lady told me that they would be refunding that back to him. He said that he didn't know and that they had no say into what they had said to me over the phone. He advice me to call costumer care and I did tell him that what for if they were a bunch of liars that everyone just kept passing the blame to everyone else. He called his supervisor and of course he apologized and then he asked me about the situation with my account and I explained the whole situation to him and I did let him know that once my contract ended that I would not be getting service with them and my husband as well. He said that he wanted to do everything possible to gain me back and he gave me his card and that was it, he didn't even bother to check my account. I left the store very upset at the lack of responsibility and customer service. T-Mobile doesn't take responsibility for the people they hire to sell their merchandise, its very frustrating to deal with such a company. There is no way out of their deceptions.
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