Ken S.

I was initially interested in the Essentials 55 plan for $40/month with auto bill pay. The sales representative showed me, in writing, how I could get many more features, plus a free phone, for $55/month (via monthly reduction of the cost of the phone for 24 months), with the Go5G 55 plan. After signing up for the more costly plan, I learned that some of the features I had been promised were not included in that plan; they were only available on the Go5G Plus 55 plan, which would cost $70/month. I went back to the retail store three times, spoke with the sales rep and the store manager, who both assured me they would "fix" the problem. I later found out they had changed my plan to Go5G Plus 55 without my permission. I than phoned T-Mobile and spoke with two individuals (one being a manager) and was told the only thing they could do for me was to switch me back to the Go5G 55 plan, without the previously promised features. I have not been using T-Mobile long enough to comment on the wireless service.

I subscribed to Hulu+Live TV about a year ago and found the video product excellent. I don't recall any billing or service problems at that time. I just resubscribed to the same product at a monthly cost of $69.99. My credit card was billed $79.34 with no itemization and no apparent explanation. I chatted with one representative and spoke by phone with another and all they could tell me was that "taxes" are added to the base price and the amount of taxes could be different, depending upon my billing location. In my county and state, there is a 7% sales tax. The "taxes" charged to my credit card amounted to 13.36%. I did not obtain either a written or verbal explanation. When I told the customer service representative with whom I spoke on the phone I felt there was an intentional misrepresentation of the monthly cost and that I would deal with that accordingly, she responded: "You will lose" and hung up on me. (I attempted to take screen shots to verify that no itemization of the additional "taxes" charged to my credit card were provide, but was unable to to save the file in. Jpg format.)