Over 18 months ago I convinced my elderly parents to get added onto our phone plan so they could get upgraded phones and a more economical plan. They traded in their phones and as new customers were offered a promotion for their old phones as well as the two new phones they purchased. For 19 months they have both received these promotions and all of a sudden I get an email stating that they no longer qualify for the promotion. I have spent at least 10 hours on the chat feature and then on the phone with 5 different people who have all given me the run around, saying they understand the issue and don't worry, it will be resolved. Now, after they have been messing around trying to "fix" my account I am getting billed over $500 this month. When it started, I was losing two $18 credits. I'm now being told that whoever originally set this up when they were added onto my plan should never have given them each two promotions, you can only have one at a time. Someone probably figured it out and now we are being charged back for the credits we were given. Had I known any of this I never would have done it and left them on their own account. Between my husband and me, we have been customers for well over 20 years and this has made me so furious I am likely going to switch to another carrier. I cannot believe you can give a customer a deal for a year and a half and without even providing a reason just "undo" it and change the nature of the deal I originally signed. When I agreed to get these phones it was because we were offered the two promotions and it made sense financially for my parents. I will give you credit, you make it absolutely impossible for a person to reach a human being who will actually help or provide any real knowledge of how to proceed. At one point when I asked to speak to someone in a more senior position I was told it wouldn't do any good because they won't have any answers either. And, the fact that I can call and be assured by so many different people that the problem is going to be corrected and everything will be restored to then be told the very next time that it isn't the case at all, it's not going to be fixed and I just need to pay the extra money is completely frustrating and such poor customer service.
