Bad customer service experience with T-Mobile

Last night I checked my T-mobile bill online to see where I was for the month. I immediately noticed that I had been billed $87 for text messages despite switching to the unlimited messaging plan online over a month ago.

I called customer service to see what was going on. The rep said there was no record of me adding the plan (system error), so I still had my usual 1000 messages. The additional charge was because I had gone over my limit by 500 messages. She explained she could not credit our bill because it has already been sent out, but she could add the plan to our upcoming month. I said fine and hung up very frustrated.

After I got off the phone, I double checked the bill again and noticed that I had a total of about 500 text messages, definitely not over the 1000 included. T-Mobile had been billing us for every single text message. I didn't catch it and neither did the rep.

Since we have the family plan, I explained the situation to my mother who might be able to rectify the situation. She called, got a different rep, she noticed the error, and immediately credited our bill.

This just goes to show how much variance there can be between representatives in customer service. The first one stated she could not go back and change our bill, the second one was able to do so. The second one immediately saw the error as well.

If you don't get the answer you are looking for, just call back and get a different rep.