I am extremely unhappy with my experience with T-Mobile. I switched to them because I was promised a cheaper monthly plan and was told they would pay off my phone balance from my previous carrier. The sales rep signed me up for a virtual credit and said I would receive it within a few days — but I never did.
After calling customer service, I was told they would “push the request forward,” only to later be told it was denied because I did the switch in store — which makes no sense, since the in-store sales rep is the one who told me about the credit and enrolled me. Eventually, after multiple calls and a lot of hassle, they reapproved it and finally sent the credit.
Then when I decided to leave T-Mobile for a new carrier, they locked my phone so I couldn’t switch. I had to sit on hold for over 40 minutes just to have customer service unlock it — which they did in about 2 minutes once I finally reached someone.
On top of all that, I was paying $140 a month for ONE phone line. Even after paying off my phone, I was told my bill would only go down by about $10.
Overall, I feel completely misled and frustrated by how untruthful and inconvenient this entire experience has been. I expected transparency and better customer service, and T-Mobile did not deliver.
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