T-Mobile Authorized Retailer — Local services in St. Marys

I switched to Tmobile while they had the promotion for the miltary plan. We thought this was awesome and was the best fit for our family. Sadly it has been nothing but a headache! We went got our plan set up we went home and tried to be reimbursed through website which we were told to go to. Well it rejected us so we went in and talked to the people again. They insisted that i needed to do it online and that was that. Well i lost the paper they gave me again after going into walmart so i went back to get it again. When i got there, someone else helped me and realized whoever set up our accounts messed up big time. This was why we were being rejected. So i was told they would tell their manager who get in touch with me about the issue but not to worry because it was their fault. well weeks passed and he never contacted me. So I go in again and meet our manager mr. Demetrius Willis. He apologizes and tells me he is working on the problem he is trying to figure out the best way to do it but not to worry he would get it done do to it being their mistake. So we leave again with no resolution just told he contact us when he got it figured it. well no call of course so i go in again. He now tells me he talked to his boss abput it and they are working on it. I say okay again and say well please let me know when this is solved. He asks me to try and get a different breakdown of our last bill. Well still nothing of course so i go in once i get another breakdown of our bill. Well he wasnt in that day so i left it with anothe employee with a message for him to please contact me. Well he never did! is it surprising no? no because he hasnt once since this whole situation. sadly i am not even done yet. So I go in another two times and leave my name and number and have him contact me because he wasnt in any of the days I went back. Then i go ahead and call his phone line for work and leave him a very annoyed messaged about how he has not handled this at all! no call back! i call the store to see if he was in the next day, he wasnt so i left her with a very heated message with him, She said she would personally make sure he call me back by monday..its monday no call!! So this has been going on since the day we switched i wanna say its about three months now or just shy and we havent even heard any progress? Im sorry but our bill was shy of 1000 dollars for our pay out bill or whatever you call it. so i am pretty sure this is going into some type of fraud now. So if i have to get an attorney involved if this isnt handled correctly soon i will gladly do so. Since i am such a nice person i am going to give tmobile one last chance to actually contact me and...

I don’t know what is happening at this store but twice now I have gone in and added a line and multiple lines were added without my knowledge or authorization. My first visit, I wanted to add a line and a phone for my daughter. They told me they were running a promotion that any new added lines would receive a free Apple Watch. I didn’t need a watch as I already had one, but they said I would get it regardless since I was adding a line. All I wanted was a new line with a new device. They added THREE LINES, a watch installment, phone case and a screen protector! I told the customer service rep I didn’t want to buy those items but she assured me it was all included. When I called customer service, they told me I would have to go in-store to sort it out. I called multiple times and was told to come in on a certain day and time to speak to the manager, when I did, the manager wasn’t there. Took time off from work THREE TIMES to go in because phone calls were not returned. After a month of attempts, I gave up trying to contact the manager who seems to never be onsite and called the corporate number. The lady was very helpful and stated my account was a complete mess! I wrote it off as a miscommunication as I have never had these issues with T-Mobile in the all the years I’ve been a customer. The clean up took nearly two hours on the phone but we sorted it out. All was well. So I thought, one line was never removed. Yesterday, I went in to add ONE line with ONE new device and today I receive a text from T-Mobile thanking me for adding two lines! I called customer service and they said I added a tablet line! No, I did not! Two hours of explaining I only added ONE phone and ONE phone line. Was also “given” a phone charger that I did not request or need but was charged for. We wanted a cheaper phone but the employee said they didn’t have any in stock, now I’m questioning the integrity of that! More money in his pocket as they also receive commission. I’ve been a customer with T-Mobile for several years and this has been beyond frustrating!! I think it’s time to switch providers. Please go to a different location for your cell needs or use a...

Go somewhere else to buy/upgrade your phone!!!!

I had a bad feeling going into the store, because both representatives didn't want to walk away from behind the counter, nor did they even say "hi" or "welcome". We took about 15 minutes looking at the phones by ourselves without any assistance. After talking with my wife and deciding we don't feel like driving anywhere else we went to the counter. Again, no customer service. I felt during the whole experience we were making him do his job and he should be elsewhere. I'm sure what we did next, made his day especially after speaking to customer service on the phone, but more on that later.

I have 2 paid off phones and was looking for upgrades. My last bill was about $130. Keeping the same plan, and upgrading my phones would change my bill to about $245. But, he could give me a promotion that if I added 2 more phone lines the total would be $153. So for only $20 a month more, I would have upgraded phones and 2 more lines. Sounds good right? (I should have thought too good). So I took the deal.

My monthly bill is now about $230 (The picture shows a little extra for the prorated amount to finish the last month). I called T-Mobile Customer Service, and they told me the sales representative did A LOT of things wrong. The first thing was sold me 2 extra lines when I could have gotten the same or better promotions without the lines. They said the sales representative only did that to boost his commissioning. The second thing, was properly search for promotions and apply them. The third thing, the should have reviewed my account and tried to find me a better/cheaper plan.

Now, I have to return the 2 extra SIM cards that I will never used. But the phone customer service was able to reduce my entire bill to below my original bill and I got upgraded phones. I'm sure I'll have some hassle when returning the SIM cards.

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