Hello. We went into your T-Mobile store located at 4830 Wilson Rd #200, Humble TX 77396 to purchase the iPhone 16s in September 2025. We were on a grandfathered plan that we paid about $328/mo. When I spoke with the young lady, I told her we don't want to lose Netflix and we don't want our bill to increase. She assured me that we would be able to keep Netflix and she would be able to keep our bill around $385 however we would lose our grandfathered plan. She asked if we needed any chargers, cases etc. and my husband agreed to which we paid for with our debit card. At the end of the processing, she called the customer service line for them to confirm the switch. The agent talked to me and explained the new plan then said we would lose Netflix. This was not told to us. The store rep grabbed the phone and said it wasn't true. She spoke with a manager for some code to put in. We left the store. When we arrived home, we saw there was no Netflix. I returned to the store the next day and she tells me she is still working on it and will follow up with me. I waited a few days and never heard from her. I return to the store, and she is walking out as I am coming in. I speak with the store manager who knew who I was and stated she "her employee" lied to her and said she called me with an update. I was not happy. The manager (an Indian lady) sat down with us and went over the plan and said that our bill will be about $385 but we would lose Netflix. I called customer service once I left who told me that it will not be $385 but higher and to reject the phones we had yet to receive and return the ones we had received. I said ok but what about our phones that we turned in. No one knew how to retrieve our old phones or what we would do in the meantime. We were only able to reject one, the 2nd was delivered when we were not home and given to our son. We went back to the store and spoke with another manager, a red head younger man. He told us to keep the phones and did a reverse for the one that was rejected. I told him that I am terribly upset with all the back and forth and lies and that I don't want to get caught in this and lose my opportunity to go back what I previously had. He informed that we actually have 30 days and reassured me that our bill would be around $385. After getting 2 bills for around $385, I thought everything was good. Then we started getting bills for $550. I called customer service several times to which I was told they would research and give me a call back. My 30-day grace period has passed. I speak with our Business T-Mobile contact who tells me to contact them and ask for buyer's remorse. So, I call again, because no one ever called me back, and ask about buyer's remorse. Again, I was told to allow them time to research, and they will call me back and to not call the call center back because someone would reach out to me. Time goes by and no call. I call again and the rep removed charges bringing our bill down to around $370 but again I am told to not call back because they are researching. Another bill comes out and its $550, I call again and ask for a supervisor. I spoke with Gregory who removed the entire bill for January and went over the account and found many errors. He said he would escalate it higher and would call me back in 3 days. I never got a call. I then call on 2/19/25 and speak with a young lady named Sam. She researched and asked could she call back. A few minutes later, Gregory calls back. We go over everything we prev went over and he tells me there is nothing they can do but does ask if he can call me back. Seems to be the popular thing to say to your customers. With all the callbacks I have been promised, I have missed many deadlines to return to the prev plan I was on. There has been so much deceit from your company. I was even told that we are being charged monthly for the accessories we purchased with our debit card. The young lady who was our original agent messed up dearly and lied to our faces when she knew we would lose Netflix and our bill would not remain around $385. Also, she added things to our plan that we didn't ask for and put a monthly charge on items we purchased. This has been nothing but a headache each month and I should not have to call to get this resolved. There is no way we would be ok with changing from a $328 bill to almost double. I told the girl from day 1, that we are content with our phones and have no problem staying with what we have. read more
