[Vibrant General] MadJoe:
So I called in to the Loyalty Dept yesterday to see if they could help me out with my upgrade since the trade in plans at the stores were just a fancy way of offering a MIR, which they did, without telling me I would need to change anything, and I was happy. Today I checked my account to see if there was a way to save a little money each month by maybe cutting my minutes down some, which I couldn't. While poking around my account I noticed that it was telling me weird things that led me to believe my plan had changed, which I never agreed to, so I decided to contact T-Mobile via chat to ask about it... and this ensued:

Please wait while we find an agent to assist you...

You have been connected to _Cynthia H.

Joe : I cannot find what my bill will be next month, but I have received messages that changes have been made to my plans & services which I DID NOT agree to, but can't verify if they change anything significant

_Cynthia H: Hi Joe , welcome to T-Mobile live Chat. I’m _Cynthia and I will be happy to assist you. Please give me a moment to review your question.

_Cynthia H: I can understand how you feel. I'll be happy to look into this for you.

Please allow me 3-4 minutes to pull some information up for you.

_Cynthia H: Did you check the unbilled calls on mytmobile.com?

Joe : I have been poking around t-mobile.com within My Account, I don't think I checked that

_Cynthia H: Did you just get the new phone of HTC One S Gradient Blue (Kit)?

Joe : I did order it, it hasn't arrived

Joe : I did not agree to any changes other than a 2 year extension, thouhg

Joe : and I was not presented with information stating a change would be needed, or would be made

_Cynthia H: I see that REQ Pref Android Web for $20.00 was added on 05/02/12, this is a required feature for a smartphone.

_Cynthia H: When you buy a smartphone, you need the required data web feature.

Joe : I had a data web fature with my last 2 smartphones

Joe : feature

_Cynthia H: They changed it according to the new phone.

Joe : I wasn't told that would need to be done

Joe : Whaat is my bill now?

Joe : And what are the differneces?

_Cynthia H: I do regret that was left of your order.

_Cynthia H: Okay the other feature had unlimited web and messages for $34.99.

Joe : Correct

_Cynthia H: You need a message bundle added on.

_Cynthia H: I see you do not have used very many text messages.

Joe : I get the feeling you're beating around the bush. I had unlimited data, unlimited text and over 1000 minutes for ~$75 a month before fees. What do I have NOW AND WHAT IS THE COST GOING TO BE???

_Cynthia H: We have 150 Messages for $5.00 or Msg Value Bundle 1000 for $9.99 or Msg Value Bundle UNL for $14.99.

Joe : Hoe many minutes are on my account right now?

Joe : How much do these minutes cost each moth?

_Cynthia H: NW10002YN 1000 Minutes N / W for $39.99.

REQ Pref Android Web for $20.00.

Joe : Is mu data limited, and if so nby homw much, and what does THIS cost each month?

_Cynthia H: This is what you have.

Joe : Am I limited on data?

_Cynthia H: You have the 5GB.

Joe : I have unlimited

Joe : IFix that

_Cynthia H: Yes, but at 5GB it slows down.

Joe : I do not accept that

Joe : I did not agree to these terms

_Cynthia H: You do not have any messages bundle. Do you want one of the above?

Joe : If my dataa slows down EVER I will quit T-mobile faster than you can blink

Joe : I want my account BACK THE WAY IT WAS for WHAT I WAS PAYING

Joe : This is extremely unacceptable and I will be filing a report with the BBB if it's not fixed

_Cynthia H: You got this through customer loyalty.

Joe : I don't care how it happened, it happened without my consent

Joe : I was never told my plans would change

_Cynthia H: What was added was your REQ Pref Android Web for $20.00 was added on 05/02/12, this is a required feature for a smartphone.

Joe : It was slipped in through the back door very sneakily and that's a very bad business practice

_Cynthia H: You rate plan has been there since 9/3/2009.

Joe : If you're not going to listen to what I am saying, I will disconnect and begin filing with the BBB. I'm sure there are other agencies I could contact, not to mention the PR nightmare I will cause if this isn't fixed

_Cynthia H: The only thing that was changes was the web. The old web had messages included. This one does not. Do you want me to a add a message bundle for you?

Joe : I WAS NEVER TOLD I NEEDED TO CHANGE MY PLAN

Joe : AND IT CAPS MY DATA

_Cynthia H: Your rate plan was not changed.

_Cynthia H: Just the web because you bought a new smartphone.

Joe : The data is a part of my plan regardless of what you want to call it. It is part of the PLAN I singed up for with you and it was changed without my consent

_Cynthia H: When T-Mobile customers buy a new smart phone, they all must have the required web feature.

Joe : This was not explained during the conversation I had with your CS rep while upgrading my phone. I was left to believe nothing would change EXCEPT contract length

Joe : What can't you get about this?

Joe : Its very simple

_Cynthia H: That was customer loyalty department.

_Cynthia H: Please call 1-800-937-8997 and ask for customer loyalty.

Joe : My plan needs to be put back into effect immediately the way it was. I don't care what you need to do on your end, I will have unlimited uncapped data, with unlimited texting and I will pay $75 a month before fees which presently are ~$12 a month.

_Cynthia H: They are the ones who did this and gave you a discount for the new phone.

_Cynthia H: Only customer loyalty can do this, since they changed it for you.

Unfuckingbelievable!! She was so dense that she kept trying to play it off like all I needed to do was add texting and everything would be fine... she then FINALLY tells me I have to call back the Loyalty dept to fix it instead of just telling me that in the first place. I was literally shaking with anger as I typed, trying desperately not to lose it on this woman.

I'll update what I get out of the Loyalty Dept when I get a chance to call at lunch. :mad: :mad: :mad: