Long post alert - but I need to provide details. This rate is low because of the lies I was told which is causing me further financial issues.
I had a nice experience while in the Oakland, MD store while shopping for phones to be upgraded during a promotion that was ongoing. The young sales rep seemed to be very knowledgeable about what he was doing an answered my questions; he also eased some concerns I had about my bill increasing as I needed it to remain close to the amount I was already paying rather than increasing. This guy reassured me that the bill wouldn't hike up, he said, "You're looking at about $250 a month with everything we included, mainly due to the increased device protection..." He said the only things I was paying for right then is the taxes and phone activation fees - "...the accessories are included and I even threw in some camera glass protectors and these really cool fast charging chargers for you. " He set everything up while we were in the store and got our phones activated and information switched over too. He even showed us how efficient those chargers work since he has to open one up and put it to use while doing the data transfer.
So after what I thought was an awesome transaction with getting my family's phones upgraded, I get an outrageous bill a few weeks later - $130 more than what a "normal" bill is and almost $100 more than what he said it should be. After calling customer service (since the local office was closed when I saw the bill) they broke down the specific items that caused my bill to increase and said I'd have to go into the office and work to resolve it. I set up an appointment with the same rep that assisted me before, but when I arrived he was with another customer. There was another rep there but she was on her phone speaking to what seemed to be a family member, however there were no other customers in the store waiting to be seen while I was waiting. After she took another personal call while I patiently waited, it took about 7 minutes before the lady even acknowledged I was there. I explained that I made an appointment to find out why my bill was so high because I am unable to pay that amount each month. She asked a series of questions to get my account info then began to list the changes on my bill. I explained that we got the upgrades, asked again how the $500/ line credits are applied and at one point she made a comment about the verbiage not being clear after I confirmed that I didn't agree to change my plan. She said it was a requirement with the phone upgrade and further lists all the accessories that were being financed in. The same accessories that were "included" and I wasn't supposed to be paying for. (Side note, the only items my teens and I picked were the phones and cases, all the other accessories were chosen by the guy, and all opened by him as well.) So the lady said that with the plan changes, the auto pay option works decrease my bill by $10 per line, not $5, however that still won't affect the bill by much. After she "went to her manager" to see what they could do, her response was to recommend that I call the customer service number so that I can set up a payment plan. I said that is not helping the fact that I cannot afford a $335 monthly bill, and I made that very clear while doing the upgrade. She said well we'll have to call you back either on Monday or Tuesday and let you know if we can do anything else to help. I told her I can't do auto pay anymore because my mortgage payment comes out around the same time and it will throw that off. I asked if down grading would be an option if they cannot assist and she said no while continuing to pack her things.
I called customer service again this morning and was unable to get through to a person but will call one more time to see how else I can get this resolved. Will...
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