TMo family plan line upgrade question

[Fetch Questman]

So me, my wife and my parents have been on a TMobile family plan for many years. My parents have NEVER upgraded their lines to new phones, they are still using horrible old phones. They are ready to leave the family plan and go out on their own. Seems easy enough right?

Well, when they tried to leave TMo tells them they are under contract for another year because I upgraded to a G2x in April of 2011. They said it automatically renews ALL family plan lines when you upgrade ANY line. Now, I know this isn't true since I upgraded my wife's phone in December and it did not renew all lines.

What I am missing here? Is TMobile screwing my parents here or did I miss something in the fine print? I am so frustrated by this that I am seriously ready to pay all fees, leave TMo and make a career out of badmouthing them.

** takes deep breath **

 

[zachavm]

Well, this is a conundrum. I've never heard of this. If all else fails, sometimes a reports to the BBB can do wonders.

 

[Fetch Questman]

So I spent some quality time with TMo customer service today.

Apparently when I upgraded to my G2x I was forced to change my family plan to the newest version of that plan and in so doing it automatically renewed all 4 lines.

I talked to a few different people and pleaded with them to help my parents out here. They have never upgraded their phones and it doesn't seem fair that they are locked in for 2 years. Could they lower the ETO? Anything to make me feel better about this?

I was told "buyer beware" and "tough luck" more or less. And they just repeated that it would cost $200 per line to leave.


Long story short, after about 7 years and spending over $10,000 with T-Mobile, I am done. Out of principle I will be moving on ASAP.

 

[wmurphy1975]

I completely understand your frustration. You may try calling back and asking for their "retention" department. Explain to them your intentions and see if they will do anything for you. I've found that often they are able to bend the standard rules and policies that CS has to abide by.

 

[as439726]

I completely understand your frustration. You may try calling back and asking for their "retention" department. Explain to them your intentions and see if they will do anything for you. I've found that often they are able to bend the standard rules and policies that CS has to abide by.

They have changed the department name. When the computer answers, ask for "Customer Loyalty". That is retention now. Explain your concern. If you get no where, hang up and do it again. Sometimes persistence solves it. All else fails, calmly ask for your etf (early termination fee). Explain that you are probably going to close all four accounts since they don't seem to value you. That should fix the issue.

 

[zachavm]

So I spent some quality time with TMo customer service today.

Apparently when I upgraded to my G2x I was forced to change my family plan to the newest version of that plan and in so doing it automatically renewed all 4 lines.

I talked to a few different people and pleaded with them to help my parents out here. They have never upgraded their phones and it doesn't seem fair that they are locked in for 2 years. Could they lower the ETO? Anything to make me feel better about this?

I was told "buyer beware" and "tough luck" more or less. And they just repeated that it would cost $200 per line to leave.


Long story short, after about 7 years and spending over $10,000 with T-Mobile, I am done. Out of principle I will be moving on ASAP.

I would agree with the others also. Talk to Retentions. However, if they still refuse, definitly send a complaint to the BBB before you pay $800 in cancellation fees.

https://www.bbb.org/consumer-complaints/file-a-complaint/get-started

Seriously, you won't believe the effect it can have. Companies will run over their own mothers to help you when you file BBB complaints. Although I've never done it with T-Mobile.

 

[lexluthor]

Yes, definitely talk to loyalty. They have the ability to do much more for the customer than customer service.

Just dial the T-Mobile number during business hours and when yuo get to the point of it asking you to say what department you want, just say "cancel service" and you'll get to the loyalty department.

I'd be surprised if you don't get someone there to do something.