T-Mobile
Complaint 230942 Details

I called T-Mobile to inquiry when will my 18 months will be over so I can received an upgrade. The CSR advise me how would I like to save $20 on my bill. She advises me T-Mobile has new plans with no contacts came out a few weeks ago and I can take advantage of this price. I asked what the catch she said there is no catch is. I said are you’re sure. She said yes. I ask her 4 more time are you sure. So me believing her I went for the new deal if it is saving me $20 a month. I called back and the representative told me the hot spot is now limited to 500 MB. I was upset because the previous CSR did not advise me of this. I eventually got over it because I do not use the hot spot that often. Today April 16, 2013 my bill comes out I am charge a $ 50 fee for migration I said I was not advise of a migration fee. The CSR advise me the previous CSR has document on the account that she advise me of the charge. I immediately asked to speak to a supervisor. I told the supervisor the charge needs to be credit back to the account and the tape needs to be reviewed. The represent advise me they do not use the tapes for this purpose. I said sir I am sure T-Mobile has a best practices and if CSRs are not advising members they are charging fees then this is a quality issue. The supervisor advises me he will call me in a week to let me know if the call was recorded. I feel so misled by T-Mobile they are misleading their customers. The supervisor also advises me that if I waited 1 month the migration fee would have been waived. This really made me upset the supervisor said he could not reverse the fees. I am thinking supervisor will not call me back to resolve this issue. T-Mobile has never stood by hidden fee as long as the CSR has documented in their notes it’s your word again theirs.