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T-Mobile Telesales lies - lack of QC over telesales phone conversations?
Yesterday I was trying to convert two lines from prepaid to postpaid and to bring them onto my account to take advantage of the new promotion of 4 lines for $100 with 2.5 GB data. I called early in the day and the CSR was unable to reach one of the two individuals whose line I was bringing over in order to obtain their pin, so one of the lines was added but the other one was left to complete.
Later in the evening I got the missing pin number and called back. Customer support rep said they couldn't help me to add a new line and were going to transfer me to activation. Then there was some confusion about it being too late to run credit and I ended up speaking to a telesales rep.
Within minutes the telesales rep was telling me that there was no way to convert the two lines to postpaid without new SIM cards and that she would be happy to sell me two new SIM Cards @ $10/each. I told her that this makes no sense and furthermore, how can this be the case since I had already done this once earlier in the day. She sounded a little taken aback put me on hold for a second, came back and claimed that she had just verified with her supervisor that there is no way to do a prepaid to postpaid conversion without new SIM card and furthermore that once a SIM card had been activated on prepaid that there was no way for it to be used for postpaid. Then she went on to claim that there was no third line on my account and that whoever I had spoken to had not done a conversion and that she would be happy to sell me two new SIM cards . A this point I was beginning to be very frustrated so I told her that the issue would not get resolved that night and I hung up. I look on my T-Mobile, sure enough 3 lines were there. So I called back, was successfully transferred to activation and got the 4th line added no problem.
I'm still pretty dismayed that T-Mobile doesn't do a better job of policing their sales reps. I'm glad to be saving money over Verizon now but I'm fairly certain that I never would have encountered that type of fraudulent behavior there at least.
Has anyone else had similar experience with T-Mobiles sales people? Is this type of thing common place?