9+ year T-Mobile customer, 12 lines. Got scammed by Tmobile.
I need to vent and also warn people. Been with T-Mobile over 9 years. I have 12 lines on my account. I'm exactly the kind of customer they should want to keep happy. Apparently not.
Here's what happened. A few lines recently came off my account and I realized I was about to lose 2 free line promotions I'd had for a long time. So before doing anything I called T-Mobile and laid it out: I want to add 3 new lines, that'll put me at 9 total, and I want to keep my 2 free lines. Pretty reasonable right? I'm literally giving them more business.
Two different reps, on two different calls, told me yes no problem, the free lines will come back after 2 billing cycles. Both of them. Promised me.
I added the lines. Two billing cycles came and went. Nothing.
So I called. And then I called again. And again. I've now called T-Mobile more than 10 times about this. Every single rep tells me something different. Some of them pull up the account, see the notes, and go "yeah I see you were promised this but there's an internal rule that doesn't allow it." Some just make stuff up on the spot. Some say a manager will call me back. Three times through chat I was told someone would call me with a resolution. Nobody ever called. Nothing was ever resolved.
And here's the part that really gets me. I don't have anything in writing. Just the phone calls. I didn't think to ask for an email or a screenshot because why would I? They're a major company, the rep is literally adding notes to my account while we're on the call, I trusted that meant something. That was my mistake.
I'm pretty sure this is a tactic. They tell you what you want to hear so you don't port out, you add the lines, you sign the new agreement, and by the time you figure out you got played they're hoping you've already given up.
Well I'm not giving up and I'm not staying. After almost 10 years and 12 lines I'm done. I'll port out. They can lose the whole account over 2 free lines they already promised me. Cheaper for me to switch carriers than to keep getting lied to every time I pick up the phone.
So if you're dealing with T-Mobile, please learn from me. Do not trust anything a rep tells you over the phone. Do not trust "it's noted on your account." Make them send you an email. Make them send you a text. Get a screenshot. If they won't put it in writing, the promise isn't real, no matter how confident they sound.