My family has been using T-mobile for almost 2 years now. After the first year, we were able to add another line to our plan, but we had to place one of our daughters on a pre-paid flex plan with them under the promise that we'd be able to convert her sim/phone to our plan after 6 months.initially, T-Mobile CS seemed to be fine, however the two new phones we purchased were denied for the $50.00 rebate.
We were told that we could switch the flex pay plan at any time, since it is a pre-pay, and so we decided to go with a cheaper plan and add unlimited text messaging. I called at almost the end of the billing cycle, I needed to pay the bill and I wanted to switch the plan... I was on the phone for hours being switched back and forth between departments and then finally given to a rep who said it was no problem, they could switch the plan and add the unlimited texting; but to call back the day after my daughter's billing month ended (5 days later) to add the texting.
So, I called on the fifth day, spoke to another rep who said that their system would not allow them to do it at that time, but they would personally call me back the next day because it should be ok to do it then. I waited and no one called the next day, so I called back and spoke to a third person who said that since the billing cycle had been started over, I would now have to wait another month to add the unlimited text messaging. I was furious, but the rep kept insisting that it was the system. So, a month later I called back to add the unlimited texting and was told no problem, but I would need to pay for two months upfront... This was not told to me when I had spoken to the person a month earlier. I paid for the two months, and added the unlimited texting after some of the most frustrating customer service dealings.
Fast forward to 5 months later. I called to have my daughter's prepaid phone switched over to be added to our plan and was told that it was not a problem, that they could get the info from the Sim card and it would be all set after 24 hours. We waited, and 48 hours later, still no service on her phone. I called back and spoke to someone else, and she said she didn't know why, but that she would set it up again and that it really shouldn't take more than 24 hours to get her phone switched over. Another 2 days go by, and still no service, so I called back and spoke to yet another rep and this time I was told that the "system" would not allow a change from the flex pay plan to our family plan. I was livid, because I had already been told that it wasn't an issue and here she is telling me that we had to buy another phone and Sim card because their "system" would not allow for this change, even though it's a T-mobile pre-paid plan that was costing almost half as much a month as our family plan, and we were promised when we initially signed up that it wouldn't be a problem! If it wasn't for the fact that they would charge us $200 per line to break the contract, (which we still have another year on) I would switch to another carrier. T-Mobile has the most horrible customer service I have ever had to deal with.
Please, please, please, always get the name / number of whomever you speak with. Keep copies of all documents. BBB does not have a favorable rating for T-Mobile.
0 comments