T-Mobile USA

On Wednesday, October 9th, I called to see if this location would be getting in more Samsung Galazy A20 phones in and when. I was told they got some in that day, but that the promotion for 2 lines for $80 with 2 of those specific phones for free were changing that weekend. When I went into the store later that day, I was then told that the promotion was changing the next day and that the phones would no longer be free, and that I would have to pass a credit check. Mind you, passing a credit check is not an issue, but the Metro by T-mobile website specifically states that they do not ever do credit checks. I told them that I had already paid my current provider through October 24th and that they did not refund unused service payments, so I needed to wait until closer to the 24th. But both Savannah and Kassandra insisted that I would not be able to get this promotion after October 9th. So, I went ahead and agreed to switch. Then when Savannah called my then current provider to get the account number so I could switch, she flat out lied to the representative, telling them she was me. I could tell that the rep on the phone was making several offers, but Savannah refused to hand the phone to me when I asked her, and then she refused to tell me what they had offered, just saying, "They offered a bunch of stuff." Then, while setting up the phones, she refused to let me create my own passwords for my accounts, especially the Amazon Prime account (which is a huge issues since this info could easily be used to steal my identity), and she very loudly told everyone in the store what she set the password as and repeated the email on the account for everyone to hear. Needless to say, as soon as we walked out of the store, I changed the passwords. After Savannah left, my mom and brother decided they wanted to go ahead and sign up for the family plan on my account. This time, Kassandra was handling the transaction (same day). Before paying out, she said that because I had spent so much money that she could give us each a pair of earbuds. When I got my text message receipt for adding the other two phones, the amount that I paid her was $26 more than what the amount on the text receipt was. I asked her where the difference was coming from and she said that it was the activation fee. I disputed this, stating the activation fee was included on the text receipt for the first two lines, and it was $30, not $26, so where was the difference coming from? It turned out, those free earbuds she offered, she had instead charged us $6 each for them. She then tried to say she never said they were free, and everyone in the store backed us up, confirming that she indeed offered them to us for free. She then said she could not give a refund on accessories, to which I replied she could. she said her manager would not allow it and that on the printed receipt it said no refunds on accessories. I pointed out to her that on the Metro by T-Mobile website, the refund policy allows 7 days on accessories, and also pointed out to the written return policy posted at each of the cash registers in the store that they also stated we had 7 days to return accessories for a full refund. She said she would have to call her manager, and I told her, please do or I will and I will let the manager know that you banality lied to us. She reluctantly gave me the refund for the 4 pairs of earbuds, and then said that they used to ring up free, but now she guessed the system charged for them; a statement completely contradictory to her no refund claim 5 minutes prior to that. Two days later, I went onto the Metro by T-Mobile website because my phone would not make or receive texts or phone calls, and the same offer that both Savannah and Kassandra had said would end the day before, was still being offered, as it is today, October 14th. These two people repeatedly lied to us and there was absolutely no reason for it. I still wanted to switch to the Metro by T-Mobile service, but I will not be going to this location anymore and I will also be informing my friends and family of their unethical business practices. These employees need to be taught proper business ethics and to be taught that tricking someone into buying cheap earbuds for way more that they are worth and then lying about the return policy is bad business. They also need to be taught that it is illegal to misrepresent themselves on the phone to a service provider, pretending to be the account holder, and that it is unethical to let the account holder know what incentives were being offered by their service provider. I am sorely disappointed that these people could not just be honest.