I have been a paying good cutomer of T-Mobile cellular for the past 8 months. I have only been a day or two late with payment on my bill twice.
When I first started service with T-Mobile I was told That I qualified for two lines and that I could get more lines after 6 months of good payment records with the company. So I took my two lines, one for myself and one for my 12 year old son who was starting middle school and needed a phone to stay in contact with his mother and I.
After six months of paying my mobile phone bills faithfully we added a third line to our family share plan for my wife. Now summer has arrived and my 11 year old daughter is going off to middle school and also needs a cell phone to stay in contact with Mom and Dad.
On June 18th I contacted T-Mobile to add a fourth line to our family share plan for my daughter. The woman at T-Mobile who took my call barely spoke english. I told her that we needed to add a fourth line to our family share plan.
I was put on hold. When the woman came back she informed me that everything was o.K. And we could add another line. She then asked me to go on line while on the phone with her and choose a phone for my daughter. The T-Mobile representative then told me to call T-Mobile when the phone arrived and have it activated.
We picked out a phone for $89.00 and it was shipped to me the next day. I recieved my daughters phone today June 24. My daughter and I sat down and programed the phone book in the phone and layed down the rules for use of the phone.
We then called T-Mobile to Activate the new phone. When we got a T-Mobile Representative on the phone she told us that she was putting us on hold to run a credit check. Before I could stop her to tell her we had already been thru that she was gone.
When the T-Mobile representative came back on the phone she informed us that we would have to pay a $250.00 deposit. I informed the representative that we were already told that we could add another line and that no deposit was required. She stated that there were no such notes on the account and that the $250.00 was required if we wanted to activate the phone.
I asked to speek with a supervisor and was promtly put on hold for 25 minutes. When the so called supervisor came on line he was immedietly loud and abrupt with me. Every time I tried to speak he would raise his voice and speek over me ignoring everything I had to say and forcing me to raise my voice to be heard.
I tried to explain the situation to the so called supervisor to no avail. He simply would not listen. He kept repeating himself over and over again, stating that a $250.00 deposit would be required. When I told him that this was a bate and switch That the pepresentitive on the 18th had told us we could infact have another line he denied that conversation ever took place.
I then told the supervisor that I was very dissatisfied with the customer service I had recieved and felt ripped off. I told him that I was very seriously considering closing my account all together at witch time I was informed that if I did I would be charged $200.00 for each line for a total of $600.00.
When my contract is up with T-Mobile I will close my account and never do business with them again. They do not deserve my hard erned money. With Bate and Switch tactics such as these I cant believe that J.D. Power and Associates would name this company # 1 in customer service.
I would warn anyone considering doing business with T - Mobile to think again. You will be in for a customer service experience That no honest hard working American should ever be forced to go through.
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