Many CSR's do their job the best way they can. Many others, however, lie through their teeth. I've had it happen to me many times, and my sister (who used to work there) said that this was a common practice.
What got me to finally ditch them for good was their overall business strategy. Making me pay full retail for a phone if I wanted to keep unlimited data was BS, and their LTE was getting to be very, very slow.
Thankfully my wife finally saw reason and decided to not continue paying more than everyone else for crappy customer service and slow data speeds.
I'm just waiting on coverage in the two places I spend 95% of my time.



