Horrible Tmobile Prepaid Phone Experience

by Ada
(Alexandria, VA)

I purchased a t-mobile prepaid phone for my son and I have had the most horrible situation. I have spent countless hours on the phone to find out why the phone did not work and was referred to the reps at the mall for assistance. I got there and spent another two and half hours to find out my number was someone else's and the number and pin was changed. The phone worked for a week and packed up again. I called tmobile and got the worst customer service I ever got. I was transferred to a total of 8 condescending and rude reps who asked me to repeat this whole story and give the phone # and pin each time. The last rep while being rude finally told me the following:

All prepaid numbers are recycled. My pin was wrong according to him and when he said he could not help me because of that I asked him to repeat that for the records. That was when he told me to change the pin and he checked the prepaid account.
He confirmed that there was a plan on the account with my name, which I had no idea existed.

I reminded him that I had just got the number and that it was identity theft to make a plan without the customer's consent. I asked him to check that the information on the account was mine. That was when he gave a date of birth that was not mine.

We finished the conversation with my reminding him that identity theft is fraud, and recycled phone numbers are not recycled plans and contracts.

I have been a tmobile customer for 12 years and my current contract is my last. This was an awful experience.