I chatted in today about changing my plan to the new ones that have been out for a while since i had an old plan and paying $93-$94 where with the new one i would be paying $50. i had asked the representative to backdate to february 8 which at first she said she could and then did. as per transcript below. i found out she did not do it as of february 8 but march 8. i never would have agreed to the change had it been communicated it wasn't possible. the reason being is that backdating to february 8 would have yielded a $80+ credit which would have taken much of the impact from the $100 fee. Now I find out it can't be undone and im stuck with the $100 credit. this is misleading. help please! do i need to file a bbb and ffc complaint?
T-Mobile: We have received your information and will connect you with a T-Mobile Chat Specialist soon. |
| Mary R: Hi Alicia! |
| Mary R: I understand that you would like to change your plan. |
| Mary R: I will be glad to help you. |
| Mary R: Checking your account now. |
| You: sure |
| Mary R: Alicia, we appreciate your interest with our new plan. However, please be advised that if you switch to Simple Choice today, you will be charged $100 migration fee. |
| You: Am i under contract? |
| Mary R: You will be eligible to migrate to Simple Choice plan with no fee on 05/25/2014, in just 75 days. |
| Mary R: Thank you for asking. |
| Mary R: Alicia, your line is still within contract until 12/01/2014. |
| Mary R: Would you like to move to Simple Choice plan today? |
| Mary R: With Simple Choice, you will get unlimited talk and text and unlimited data. |
| Mary R: Since you only have 1 line, your monthly plan will only cost you $50. |
| You: I had been informed the migration fee would be waived as a courtesy for all the years i've been with you guys. |
| Mary R: I'm glad that you asked. Let me see what I can do, Alicia. |
| You: sure, thank you Mary. I appreciate your help |
| Mary R: You're very much welcome. |
| Mary R: Thank you for patiently waiting, Alicia. |
| You: No problem. Mary, thanks for checking for me. |
| Mary R: Alicia, since we value all our valued customers, we can waive the migration fee and remove your contract, however, you must trade in your device and upgrade. |
| Mary R: Your contract will be removed and the migration fee will be credited automatically within 24 hours. |
| Mary R: Will you trade in your device and process upgrade? |
| You: how would that be done? |
| Mary R: That's a good question. |
| Mary R: You can visit any of our retail store and provide your trade in device. |
| Mary R: The device will be inspected by our store. |
| Mary R: Once done, the value of your old device can be used to pay as a down payment for the new phone. |
| Mary R: It can also be used as a credit on your account. |
| You: Let me think about it |
| You: give me a second please |
| Mary R: Sure! Would you like me to locate a store for you? |
| Mary R: Alicia, not to rush you but I just want to check our connection, are we still connected? I am afraid that I might lose you without taking care of everything. |
| You: Im here |
| Mary R: Great! Do you have additional questions? I will be glad to answer it for you. |
| You: when did my billing cycle begin |
| Mary R: Your billing cycle starts last 03/09/2014. |
| Mary R: Please be advised that billing cycle closes every 8th of the month. |
| You: can you backdate the change to 2/8/2014. i just find it unfair that you guys have been milking me out of $94, when i could have been in a plan for $50 all this time. if you guys would have told me, i could have been saving $40 every month all these years. |
| Mary R: Yes, we can backdate the change. I'm sorry if were not able to change before which could have save more money, however, this information is available on our website and cannot make changes unless requested. |
| Mary R: Before I make this change, do you agree to pay the migration fee? |
| Mary R: Just checking if we are still connected? |
| You: yes, go ahead. migrate tot he $50 unlimited talk/text and web |
| You: as of ferbuary 8 |
| Mary R: Sure no problem. Let me change your plan real quick. |