T-Mobile
Sales Promise Not on File and Hidden Two-Year Commitment

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.

Company: T-Mobile
Country: USA
Site: tmobile.com

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