- Report: #1202953
Complaint Review: T-mobile 2ond floor Pentagon City mall - arlington Virginia
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T-mobile 2ond floor Pentagon City mall
pentagon city mall arlington, 22202 Virginia, USA
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T-mobile 2ond floor, Pentagon City mall T-mobile, 2ond floor, Pentagon City mall arlington Virginia
You can’t even make this stuff up it’s that bad. This is the worst retail experience of my life with the T-Mobile store on the Second Floor of Pentagon City Mall. Do not confuse this with the real one on the third floor. That one is funded and staffed with real T-Mobile representatives who are T-Mobile employees. This second floor store is a mom and pop outfit or a franchise store that is independently owned and operated and is staffed by whoever they can find to sell phones or phone plans.
I went in to determine if I wanted to upgrade to two lines, the family plan, for $80. I currently had prepaid one line at $40 and prepaid another line just minutes. So that’s close to $48 when you do the math, $100/12 = $8 a month for the just minutes deal plus the $40 = $48. But I thought I would just check out the $80 for 2 deal, it was only $30 a month more. Well, they talked me into it and I ended up with a phone as well, which I didn’t really want. I was hoping for news about the Samsung Gear S, but they had no idea what I was talking about.
Well, they converted my numbers and after about an hour of constantly being interrupted by the gentleman (Jonathan) waiting on me I finally got everything up and running. I asked twice what happens to my balance on my prepaid accounts, one had $80 and one just had $70 put on it. He said, oh that’s no problem, just call customer support and they will move that over for you. I went home and called customer support and they said NO. That money was gone for good and there was nothing any one could do about it. They could not do it; the store could not do it, no one. It’s a known thing that once you cancel a prepaid account you lose any remaining balance. It’s taught on the first day for training a new employee. The person waiting on me was the team leader or manager, so you know he knew I could not get that money back. So that’s pretty bad right, intentionally lie to me to make that sale and now I am out $150. But now here is where it gets worse. That was actually the good part.
When I went in to confront the guy who did this he said, oh don’t worry, I can make that up to you. I will give you a credit of $50 each month for three months to make up for the money you lost. I said is that in writing. He said no, you don’t need that you have my word; I just can’t help you now as I am out of credits to give you, we only get so many each month and we are all used up right now. (bell going off, used up all the credits already? Why?) BTW, these credits are from T-Mobile so as you can see they are now making T-Mobile pay for their mistakes, they are not taking this out of their profit or local store operation, just using the T-Mobile system to pay for their mistakes. So to put the brakes on this sort of behavior T-Mobile limits the amount these franchise stores can dump on them, hence the limit of $50 credit per month. So they are going to drag this out for three months so that T-Mobile can pay for everything and not have to take anything out of their pocket to fix this. So I agreed to that and waited, like I had a choice. Then I realized this was not going to work for me after they refused to return my calls about how this was going to work. So I went in the next day to meet the guy (Jonathon) who I talked to but he had left 30 minutes before I got there. Now it’s a guy named Remy helping me. He took back the phone and canceled part of my plan. I went back to one line at $40 but kept it at postpaid for now, and then I paid more cash to redo my minutes only number as pre-paid, about another $60. So now in one week I am out $210. Then I went home and notice that my bill was still at $100 for the 2 line plan. I called Remy and he said they would fix that so it was only $40, then with my store credit my bill would only be $0 or even a small credit balance for 3 months. Well, after two weeks, my bill still was showing $100 but then it finally showed a credit of $50. I called customer support and they said it was them; they refunded my money for going from two line to one line. The store has never sent in this “store credit” for losing my prepaid balances yet. So I am still out $210, and I still owe T-Mobile another $50 in the next two days. To rub salt in this wound, when I was at the store Remy asked for my id, my driver’s license. In all this confusion and trying to keep my temper I never got my license back. After almost a week I noticed it and ask both of the guys, Jonathon and Remy if they had seen it since it was the last time I saw it was when they were using it. I did not hear from them for several days so I ordered another one from the DMV, another $20. Then the next day Remy texted me and said he had my ID. Really? You had my driver’s license in the store for over a week and you just noticed it now. So now I am out $150 from loss of prepaid funds, plus $60 to recreate my new prepaid account, plus $20 for a new license, plus this $50 bill I owe in 2 days. So in just over two weeks I lost $280, and given up all hope of getting any of it back.
If you read this whole thing I can only offer you this piece of advice. STAY AWAY from this place. It’s dangerous. You will get your wallet cleaned out and you will be sorry. You will be lied to. You will be cheated. You will be asked for your trust and then have it stolen. You will be asked to take someone word and then have it taken away. Don’t go to this place. You have no recourse. You cannot get T-Mobile to help, they will not. It’s not a T-Mobile store. You can’t get any help once they get to you. So listen to me. BEWARE. DANGER. STAY AWAY. You will loose and loose big and you will not be able to do anything about it.
