The short story, as a lot of it is old, but I remember how angry I was, and I don't want to go there anymore as it happens to me again
I have been a 2,5 years customer of Tmobile, and taking into account the amount of grief that has brought me, a very faithful one.
It started when I bought the phone and a pay as you go number, which I was assured, would be transferable to a normal account without changing the number.
When I received my social security number and wanted to change, I was told I had to change numbers, and could not get a normal account, since I did not have a credit history (which is normal as I never needed credit). That was solved, after a lot of efforts and emotions on my side and I took a flex pay.
Then it continued a few months later, when a sales person called me and sold me something, which was a 1 year commitment, which would entitle me to 50 USD (which I was happy to do) the option to upgrade etc I was very clear with that person about the fact that I was not going to stay much more than 2 year in the US, he said it was fine and I would get those 50USD very soon.
When I did not receive it, I called customer service and was told that there is nothing in my file about it, and that they never heard about such a promotion (sic). I was just committed (to 1 or 2 years), but no advantages to me (so why would I have done that???)
Anyhow, in December the phone I bought a year ago was not working very well anymore, so I wanted to take advantage at least of that promised upgrade option. And again was told that I did not have that right unless I committed to another 2 years. I spent close to 9 hours on the phone with TMobile, and one specific supervisor. Who finally upgraded my phone as a commercial gesture, without commitment due to the situation and the lack of follow up and transparency. I asked him if I could trust that this would be filed properly and I will not have the problem once I leave the US or want to change.
And here you go, 1,5 year later, I wanted to change my plan (as I am leaving the US, but wish to continue having my phone), but cannot do it, as apparently I am committed to 2 years (sic!). Obviously, once more, there is no record of the discussions, and since Tmobile prohibits all email/hard communication, I have no proof of my good faith.
It is exhausting to talk to people and never have appropriate record, or people on the phone who do not read them properly.
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