Misinformed on April 20th of wrong coverage. Roaming charges were imposed over $80.00. An unpractical changed of plan was offered as a solution. Therefore, I was advised to call back and request a manager assistance once my bill was issued after May 10th. Many calls were made requesting for a manager to review the phone conversation that led to this situation (since there is, of course, no record of my requesting information about my coverage on April 20th). A manager (Todd) spoke to me on 05/13. He was rude and not very cooperative. He offered to cover half of the charges but refused any address or phone information to submit a formal complaint. According to Todd, I must first speak to a higher Manager (Tammy or Jack). The wait time: 24 hours. I have not yet received such calls. I have spent innumerable minutes/hours seeking assistance from T-Mobile. Today a Manager (Cecilia) said that nothing can be longer offered. As a matter of fact there is not even a record of my conversation with Todd, according to her. What is funny is that only a couple of days ago a representative read to me, the notes from Todd that apparently are not longer in my account. Curiously, there are notes of calls made from supervisors to me but there are no calls or voicemails registered on my phone of those calls. After over six years of being a faithful client since Suncom, I am exhausted and totally disgusted with this company (TMobile). Last October a huge problem with my account developed in which I was billed hundreds of dollars for months. For four months they could not fix the problem and finally in March I was able to relax. Dealing with this company is stressful, painful, and extremely time consuming. I do not trust this company at all. My plan is a grandfathered plan that no competition will be able to match, however, I am so willing to let it go and move on just so I do not have to deal with TMobile anymore. I believe they treat their clients as if they do not exist. I have been insulted, humiliated and ignored. I will ask to be release from this horrible service but I am certain that is impossible since they need as many people as me, who can continue contributing to the hiring of a terrible personnel and that can continue supporting (although, temporarily) an industry that has a dreadful strategic plan.
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