We recently have been experiencing terrible service from tmobile, friends and employees have been trying to call us and we never saw a single call as a result. Often we have zero signal bar or have searching for network. Having loaded another sim into device it is confirmed correctly functioning.
When we reported this issue it was totally blown off and ignored. Sorry to say this wasnt even the beginning of the main story.
While these errors have been going on its been totally impossible to check our account usage. We could not look on the website it stated N/A against all usage. As does dialing for information. So as a customer it is impossible to see how much you have used.
Totally unware to us we ran over our minutes and received a bill for 175.13 massively over our normal rate. This should have been 60$ or so. We called up to try to politely resolve this issue with the company.
We where met with total patronization and rudeness. We where told it was the policy of Tmobile that they have no way to check if our account was working for security reasons.
Essentially after an hour of being made to feel worthless we where offered to upgrade our plan to a much higher unlimited rate and extend the contract for two years. This we where assured would result in the previous charges being prorated. We agreed sadly to this as we felt we had no other choice. We where then explained how it was being taken off and exact charges credit read to us. I thanked the rep and ended the call having been assured we would see the change online shortly.
To our horror today we received the same bill at the full rate. We called politely to try to resolve what seemed to be as simple mistake.
Within the first two minutes of the call I was called essentially a liar and a fool. I asked the representative respectfully to look up the previous notes. He refused to do this several times until I insisted he do so. He then saw that our contract had been extended and the rate raised.
He was unwilling to listen to us about this. I explained to him why would any one increase their contract and rate plan if this did not resolve our issue. The representative was unwilling to transfer us to a supervisor.
Eventually we got a supervisor, who apologized that a representative had mislead us however was totally unwilling to resolve this direct misinformation, the error on our account or the poor service. Furthermore he insisted we make immediate payment.
After further explanation of our issues he advised that our only option each month to track our usage would be to call customer service which would also come out of our minutes. However in the same conversation we where told they could not look at our account so we where confused.
Finally after a long discussion we where advised that they would be willing to allow us to not extend our contract however we would still need to have the higher rate plan and pay the charges. Despite our service not working and we being unable to check our usage.
As a long time user of Tmobile we feel totally mislead and horrified.
We are not sure how to resolve this issue as Tmobile support refuses to discuss it further.
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