I've had T-mobile for over a year and can honestly say until recently I've never had any problems and have been very content. When calling in to customer service the reps have been very friendly and knowledeable in the past. My plan with T-mobile is 3000 mins anytime (HAS BEEN SINCE ACTIVATION).
About a month ago I went to a T-mobile store and added a new line to may account with the plan for 600 minutes free nights and weekends. When I received the first bill since adding the new line I had outrageous charges on my bill. I immediately called into customer service who stated that I requested to have the plan change. I explained to the rep that I never made any changes to the first line I only requested an additional line. When I requested to speak to a supervisor, the rep responded she was the only one available. She then tried to offer me a 25% discount on my bill, which I declined.
After requesting to speak to a sup about 5 times she transferred me to one. The supervisor at that point stated that the storefront could make the adjustment because they made the change. The next day I speak to the salesperson and manager who agree that I never changed the plan. The store manager calls t-mobile to get the issue resolved and the rep submits a credit request. Later that day I call back in to T-Mobile, speak to another sup who informs me the credit was approved.
A few days later I check the balance on my phone and it displays the amount before the credit. I called back to customer service and the rep was very friendly assuring me that the credit was approved, but not submitted and that he would take care of it. He said it should be corrected within 2 hours. I was at work so I didn't call back that day after being advised the credit was approved.
Yesterday, I checked again and come to find out the credit was never submitted. The rep that assured me he would submit the credit, noted on my account that the charges were valid. When requesting to speak to a sup, the rep didn't transfer me stating again he was the only person available. It is so aggravating when a csr provokes a customer to become irrate. The supervisor never came on the line and I was offered a call back, which they failed to do so.
I called back in and spoke to another rep who was able to locate a "manager" who wasn't very helpful. He stated that the charges where valid becaus we had a "verbal contract" to change the plan (incorrect information). I asked him what they have to back up the so called "verbal contract" and he said they don't have any recordings to confirm the change, "THAT'S WHY IT'S VERBAL."
At the risk of sounding uneducated he said to me "This change happened in October and you're just now calling in." I replied, "The billing cycle ended last week in November, and I called the day I received the bill. I wanted to know what factors T-mobile sups use to deny the credit and his response was because I was at the store and I even made a payment on my account. (which I did make a past due payment). How is that related to a plan change? He said to me he was just telling me the events that "transpired that day". The "manager" I spoke with ended the call without clarifying himself or the company and referred me to Customer Relations to get me off the phone.
T-mobile switched my plan back but refuses to credit the invalid charges. I never agreed to a plan change. They have displyaed poor resolution skills and procedures. If the supervisor or manager would have viewed all my previous bills (which they refuse to do) they could compare my usage and realize THEY DID MAKE A MISTAKE, because I use almost 3000 minutes every month for over a year.
I will continue to dispute these charges until I get a better resolution.
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