Honestly I'm just dissapointed in the way T-Mobile baits and switches their loyal customers, and their handling of these situations. I want to put this out there for other people who are considering T-Mobile as their wireless provider or considering renewing their contract with T-Mobile.
Yesterday I migrated my Classic plan to a Value plan and was quoted a total base price of $85/month, which I confirmed repeatedly prior to going through the automated contract renewal system. This morning I log into my account only to find out that I was being charged $95/month instead. It seemed like the representative failed to mention an extra $10 in add-a-line fees that I would be charged. At this point I was pretty angry that I was told something different from what I was actually going to be charged, and gave T-Mobile a call.
The worst experience, however, was having to talk to three different customer service representatives on the phone without getting anything corrected. By principle, I wanted to pay $85/month over the next two years as that was what I was offered prior to signing a contract, rather than have to pay an extra $240 over my two-year contract.
After about an hour on the phone with T-Mobile and numerous verbal roadblocks where I had to press on beyond the 'sorry there is nothing we can do' line, I was offered a "buyers' remorse" option where I could switch back to my previous Classic plan, the offer of reimbursing $120 out of the $240 that I was baited into, or write a letter of dispute that would never be answered.
I refuse to believe that this is the way business should be done, and am shocked that this is the way T-Mobile does business. T-Mobile's mishandling of this situation and mistreatment of their customers, from being baited and switched, bounced around to person to person, and wasting my time, is a quick and surefire way to lose my business.
I asked to speak with a customer loyalty supervisor, and am supposed to receive a call back in 2-4 hours because for some reason he is tied up for that long. Call it a hunch, but based on what I've seen so far I'm not expecting a ring.