Tmobile Tmobile sells non existing family plan Albuquerque New Mexico
I have been a loyal Tmobile customer for over 15 years, always paid my bills and complained only sporadically. Usually my complaints were resolved promptly by a courteous customer service rep.
Things changed this summer. We had an old family plan with 2 lines for roughly $ 100 / month. It had unlimited data for each line and 600 shared voice minutes as well as 400 text messages per line. So far so good. Then Tmobile could no longer honor this plan as it was so old that they converted it to a so called simple choice plan. The rep assured me that it would not cost more, that data would still be unlimited and that we would have unlimited talk and text for each line and that we would get international data roaming. How can you refuse that one? It turns out that only one line is unlimited data, the other one is capped at 3G. Everything else works. I was not completely happy but decided that the benefits would outweigh the hassle.
This last summer (around August 2015), we decided to upgrade my wife's phone and to pass her old phone to our son. Now the issues start. I called Tmobile to discuss plan changes and they said there is a special $ 30 / line for 4 lines with 10G per line of data, everything else is unlimited. It also comes with roll-over (data stash) for unused data. I said I only needed 3 lines, not 4. The rep says OK to that. I asked the rep again to confirm that it would be $ 30 per line and she said yes. We tried to make my son's phone work but it didn't take the sim. Off to the Tmobile store. Once we got there, I found out that we had 4 lines, not 3 (at a total cost of $ 120!). Tmobile store staff couldn't do anything about it so I called Tmobile customer service while in the store. They said they would pull the recording and credit me $ 30 a month until that would be settled. Now a list of the broken promises from Tmobile that started with selling me 4 instead of 3 lines at $ 30 a month.
1. Tmobile never pulled any recording to verify my conversation with the agent that sold me 4 instead of 3 lines
2. Nobody called me pro-actively to credit me $ 30 every month. I had to do that myself and waste roughly between 15-30 minutes each time.
3. After this went on for about 3 months, I called Tmobile again in the hope of being able to get my credit and they told me they had credited me x times and they would no longer do it. No matter how many times I uttered me frustration and no matter how detailed my explanations were (backed up by notes on the account), the answer from customer service manager was that there was nothing they could do since the plan I was told I would get simply doesn't exist and I should talk to a rep to get a plan that would fit my needs.
4. After some back and forth, I agree to to talk to a manager. (not sure if this was on the same call or if this was a new call). The manager explains everything and says that she can take line #4 away and give each of us 2G of data since we didn't use more except for my son. I agree to this only because the manager tells me that there is such a thing as data roll-over (Tmobile term: data stash). I feel relieved because I cna stash away a little data every month and I am OK when I travel, I can use it for VOIP calls, Google maps, navigation etc.
5. On January 12, 2016, I almost fall off my chair when I get a text message from Tmobile that data stash has been removed. I check the web to see what that means and it says for plans after Nov/2015, this "feature" has been introduced. I am "only" 15 years with Tmobile, so why all of this? I call a rep with no help. I ask to be connected to a manager, that doesn't help either. Now I come to the sad conclusion that a reputable company such as Tmobile breaks its promises.
Bottom line: Beware of Tmobile. They say one thing and they do another. Their customer service used to be stellar, they were helpful and cared. Unfortunately, things have changed.