The complaint has been investigated and
resolved to the customer's satisfactionResolved T-Mobile - Valley Mall — mis-leading and false advertisment
resolved to the customer's satisfaction
very bad experience.
First I want to tell you that customer service reps at this location don't have any experience of what they are selling, including products as well as services. I have been a customer for T-mobile for a little bit more than a year, as I wanted to upgrade my phones and add 2 more lines, I was told by a representative that assisted me that I was going to be able to add the 2 lines to my service but that I needed to purchase the two phones, after she indicated that, she said that if I wanted, I could upgrade the two phone that I had and use the old ones for the 3rd and 4th line. she said if was no problem in doing that but that I need to add $9.99 for each additional line in addition to the plan cost (which I know - as that is what they advertise). I left and returned the following day with my brother to select the two phone that I was going to upgrade and start the new plan with the extra two phones. First the representative (Gloria Panduro) pulled out the phones that we had selected and charged us for them (approx $500.00 for both), which we paid in cash and also credit card, then she contacted someone on the phone to start doing the process and activate the two phones (I did not quietly understood, the reason she was calling some one else, if that is a T-mobile company, they are supposed to do it there). right after we paid for the phones, she said that we couldn't add 2 more lines to the plan, that there was a max of 3 lines per the contract/plan we were signing up. My brother and I got confused, as every thing was set, and all she had to do is activate the phones, and we were told that we needed to sign up for another contract (2 year contract) for the 3rd phone. We said no and we told the rep to cancel every thing, that I was going to stay with the same plan I had before upgrading, she indicated that we need to come back the next day as they were close already (we spent about 2 hours in there from 7:00pm to 9:00pm).
I came back the following day (3rd day) and asked the same rep (Gloria Panduro) that I was going to keep 3 lines only on the new contract, as this was the max of line she told us we could keep, and she said that instead of 3 lines, it was only 2 lines maximum for my plan (family plan). I got upset and asked for refund for the two phone I paid (about $500), I was still going to keep the same plan I had with the two phones, but Gloria Panduro asked a very stuped question: Do you want to cancel the current plan with us? and I said yes as I was very upset for the bad service, then she asked another dumb/stuped question: are you going to get another phone with a differnt company? and I indicated Yes. She said okay and she was going to cancel my plan right away. by the time she was going to give the refund for the phone I had paid the day before, the manager stopped by to authorize the refund and she indicated to the rep that they were going to charge a "restocking fee per phone" of $10.00. the rep turned around and told me that, I explained to the manager that I was not our fault that the information was given to us incorrectly since day one. She said (the manager) its only $10.00, that other company charge $25.00 restocking fee, and I told her that I was not about the money, but about the mistake they did and that we weren't going to pay for it. she looked like she did not care about the mistake, as well as the cancellation of the current service. She returned all my money for the phones, but I was after almost 1 hour in there.
Very bad mis communication from the reps in there, as well as the manager, as they don't know what they are doing or what they offer the customer. they let go about $500.00 plus another plan and the two years of service.
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