Report: #1017996

Complaint Review: T Mobile

  • Submitted: Thu, February 21, 2013
  • Updated: Thu, February 21, 2013
  • Reported By: Ana — Los Angeles California United States of America
  • T Mobile

    United States of America

T Mobile Lying Techniques to get customer to renew contract. Shitty Service Internet

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My name is Ana Quinteros, . I opened an account with Tmobile about 2 years ago. On January 31, 2013, my two year agreement was done with Tmobile. I was planning on staying with Tmobile and upgrading all the phones on my plan. On 01/25/13, my husband got a call to his cell phone  323 819 4116 from a Tmobile rep saying that she could lower our phone bill. She said that she would bring down our payment to about $189.00 monthly. I was very happy that she would do that for me to help us out. I agreed and she said that she would change the plan for me. We hung up and then I wondered if by changing the plan, had I just agreed to a whole new  2 year contract. I called back  and asked her if by changing the plan did I agree to a a new agreement, she said yes. I was going to renew with Tmobile anyways so no big deal, however, I found this to be very deceiving as she never mentioned anything on the call about a new 2 year agreement. She should have been more clear about this, it is wrong to trick someone into thinking they are saving money when they are also signing up for another two whole years. I also asked her about upgrading to a new phone, she said sure come to the store or online as I was eligible for an upgrade. I finally got time on 02/02/2013 to check out phones online. I went to the Samsung website, I clicked on the Tmobile logo and was looking at the Samsung Galaxy S3, they were selling it for $89.99 for new customers, or 2 year renewal customers. I added the phone to my cart and was unable to place the order. So I called their order support number 1-888-229-1133. There I spoke to a rep who said that I was not eligible as I already had an existing account and did not qualify for either the new customer or 2 year renewal. He said I had already renewed my contract and therefore was not eligible, he suggested I call Tmobile. I went to the Tmobile website and saw that the phone was $599.00. That is an outrageous price, now I also saw that I was "eligible" for financing. That is even more ridiculous, why would I want to finance a phone. Anyways, the point I am trying to make is that I am really, really upset with the way your customer service reps are so misleading. I really wanted to stay with Tmobile but with lies and disappointments its really hard to. I missed out on getting the phone I wanted at a great price all because your rep misinformed me. I still want to believe that Tmobile cares about their customers but Im not so sure.  On 02/6/2013 I had an online chat with one of your reps Rezza D, her Rep. ID is 1450338. She basically told me the same thing, that I could finance the phone for about $400-$600. That makes no sense. I work hard for my money, if I could have got the phone for $89.99 why would I want to pay $400 or more? 
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