I am a T-Mobile customer of 5 years. I recently switched to a contract but cancelled within the grace period and returned to prepaid because I prefer it.
When I signed up for the contract I was told to pay a $200 deposit due to poor credit. Confused, I paid. I had a credit check run a couple days later and discovered I have excellent credit scores all across the board.
When I cancelled the contact and returned to prepaid, the associate told me I needed to purchase a new SIM card with temporary phone number. He explained that my old phone number would port over to the new SIM card. I paid over $100—$25 for a new card, $40 to activate it, and $30 to have the number ported. As it turned out, none of this was necessary. My old SIM card retained my old phone number and converted to my preferred plan (a process that took 4 full days, by the way, and only when I finally called to ask what was going on). So now I have two active SIM cards with two active phone lines.
When I complained to Customer Care, they told me the store should give me a full refund because one doesn't need a new SIM card to switch plans. However, the store manager would only refund me the cost of the card and activation, not the $30 worth of PIN numbers to port the number. His excuse was, "I wasn't aware of the procedure, the $30 has already been processed."
And when I called Customer Care back to complain, they're now also telling me that the $30 is non-refundable. Really?! You can't refund a measly $30 to a long-time customer who was sold an unnecessary product? I work in retail&a customer should not have to pay for an employee's mistake. Surely T-Mobile can spare $30 to rectify THEIR mistake.
Furthermore, after switching to prepaid, I still needed to pay off my bill from the contract. I chose to do so over the phone. It took forever for Prepaid Services (the department I'm now automatically connected to on my phone) to transfer me to Postpaid Services. I got bumped around to 3 different people, the third of whom was very snippy at me for contacting the wrong department even though I was transferred by her colleagues.
It's a good thing I called though, because remember that $200 deposit I paid while still on contract? The store manager didn't tell me I have to *request* the money back&he told me it would be mailed to me after a few weeks. I found out he was wrong.
What's next?
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