T-Mobile monthly 4G
Pay As You Go "Gold Plan 15% more minutes" not honored after $100 in refills

On 2012 Jun 5 we refilled our T-Mobile Pay As You Go (prepaid) account with a $100 refill for 1150 minutes (10 cents per minute plus 15% more as a Gold Rewards customer).

According to their current Pay As You Go plan (see pamphlet image), you get Gold Rewards in the Pay As You Go plan as an additional "15% more minutes on all refills" after $100 in refills.

Upon refilling we got a text message (see text message image) confirming that we refilled and "receive 15% more minutes" with the Gold Rewards, however the account balance stated that we only got "1000 minutes" added and not 1150 minutes as promised with the 15% Gold Rewards (previous balance was 226 minutes, so 226 1150! = 1226).

We immediately called T-Mobile customer support and they claimed that the "$100 refill only contained 1000 minutes with the [15% Gold Rewards]", I confirmed with them that according to what the representative said, we only get "850 minutes with the $100 plan plus 15%?" and they said "that is correct". However the pamphlet clearly stated otherwise.

After calling and talking to 5 different representatives, they all insisted that they will not give us 1150 minutes according to their pamphlet. Having wasted more than 150 minutes dealing with them on the phone, we decided to file a complaint instead.

Company: T-Mobile monthly 4G
Country: USA
State: Ohio
City: Cincinnati
Address: PO Box 742596
Phone: 18008662453
Site: t-mobile.com

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