This T Mobile store has caused me over 12 actual working hours of pain and frustration at this point. In November of 2021, I came into the store to join my brother's phone plan. I was looking to purchase a Samsung Galaxy S21, but my store assistant, Thaddeus, told me that the Galaxy Z Flip 3 5G would be completely free. I originally told him, no, I don't want that phone, but he pushed and I gave in. I asked at least 4 times in different ways to confirm that the phone would be totally free as far as monthly payments go and was assured that the phone would be 100% free in that sense.
It was a shock that 3 weeks later, I received a charge for $20 for the phone. I looked and they will be charging me $20 monthly for the next 2 years! So not only was this phone not free, but it cost me more than the phone that I came into buy after the deal for the deal for that phone would have been applied. I called customer service and then asked if I could return the phone. They said that I was over the 14 day cutoff for returns and couldn't. I then asked if they could just honor the deal they told me I had to make the phone free like they promised. Customer service told me they couldn't and that I had to go into the store.
I go into the store, they insist only customer service on the phone can help me. This same thing had already happened 3 weeks before when I had tried to transfer my number from Sprint to my brother's Magenta Military plan. That experience also took at least 5 hours of in store and on the phone work to resolve as well. After spending about 2 hours in the T Mobile store, we came to the conclusion that Thaddeus made a mistake since I do not have a T-Mobile Magenta Max service and the free phone deal didn't apply due to that. Thaddeus openly admitted he had made a mistake to me and remembered I had originally wanted the Galaxy S21.
Thaddeus's "solution" for this was to offer to upgrade my phone line plan to Magenta Max service so the phone would be "free". Paying for Magenta Max would be MORE MONEY than the payments on the phone (that I shouldn't even be paying for) would have been! I told him that this is unacceptable, and I just want them to honor the deal they said they were giving me when I bought the phone. He repeatedly basically said "tough luck" to me and was clearly trying to get me to leave after we had clarified that he had lied to me and that I was paying MORE for this phone than the phone I had wanted. I asked multiple times to speak with the store manager Gabby. I knew she was there, but they kept saying she was "busy" and she didn't come out of the back room until I flat out refused to leave until their mistake was dealt with. This took almost 2 hours to get to this point. Once Gabby stepped out, she hopped on to the call with T-Mobile customer service, had a less than three minute conversation, and they applied a credit to my monthly phone costs to make it free, as originally promised. I left thinking that this had finally been resolved and things were done.
Today I received a bill for the upgraded Magenta Max plan for my phone line! T-Mobile increased my phone service for my line on my brother's plan to Magenta Max without my permission! This is explicitly the thing I told them multiple times that I did not want to do. Now I have to figure this new mess out with T-Mobile and I have a 2 hour wait to get a call back from customer service, who will almost certainly tell me I can only resolve this in the store...
This company has lied to me on multiple occasions and honestly there's nothing positive I can say about my experience so far. read more
