I recently changed plans from a Simple Choice non-credit checked plan to one with a credit check. They told me that they would have to send us new sim cards for that and that I could either do it over the phone or go to a T-mobile store. I said I might want to go to a store as I will be leaving the country next week and shipping the cards might not get them here on time. The representative told me that he would have the cards shipped overnight at no extra cost, so I agreed to do the process over the phone.
Unfortunately, after checking the order status online, the shipping was set as regular 2-4 day shipping. I called the support line and was told by the first person I talked to that they would get this fixed and they would transfer me to a person who could fix it. Unfortunately, the person I was transferred to was the main T-mobile support line, and had to go through the menu again. The person who I talked to then, of course had no idea what I was talking about. After going over everything again, they told me that the order had already been entered and couldn't be changed, but they would transfer me to someone who could deal with it. The third person I talked to again simply reiterated that they could do nothing.
The only reason that I agreed to do this process online was that I was assured that I could get overnight shipping for no cost. Now that this has happened, I might be stuck leaving the country before the new sim card arrives. Although I was assured multiple times that this issue could be fixed, the person I was transferred to to fix it could do nothing, nor did they offer any potential alternatives or compensation. If the order cannot be corrected, at the very least I was hoping I could be offered some credit off my next bill.