T-mobile
Retention Offer Credit Refused After Renewing Contract

My Motorola began malfunctioning this past February, regrettably less than one month after its one year warranty expiration. Due to medical reasons, I am temporarily having financial difficulties. I researched my eligibility for a free upgrade, but all of the free upgrades are actually lower models. Unable to afford a new phone, I called T-Mobile on February 17 to cancel my service; I was no longer in contract and actually was making the prudent choice not to pay $63 per month for cellular service considering my financial situation.

The customer service representative tried to convince me to keep my service, but I was not in a position to negotiate any terms that would cost me even one dollar. He asked me to hold on, and then his supervisor appeared on the line and asked me if I were "to be made whole again at no costs, would [I] consider renewing [my] contract?" I agreed, under the conditions of his offer that I resume my previous situation at no costs at all, hidden or other, including shipping, reactivation, or anything else I was "not thinking of at the time." He would credit $35 of the $70 charge immediately and $35 in 6 months.

I received my new phone six days later. The Simms card did not retain its information; I lost all of my data. I was without service for a week, but was charged for the entire month anyway. I was hardly "whole."

But I did not complain. In addition, my previous phone had 18 ring tone downloads, all paid. I replaced 9 of them. When I was charged for the replacement ring tones on page 3 of my March 24 statement, I called to explain the offer made to me on February 17 and asked for a credit. I was astounded to be refused not only by the representative, but also by the customer service supervisor.

Company: T-mobile
Country: USA
Phone: 8009378997
Site: t-mobile.com

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