Shannon G.

I bought my son a phone 2 years ago and he lost it so we used an old Iphone 6S that we had given to us until it stopped working altogether. We waited until the tab fee was paid off (according to the Self Serve website) and tried to purchase a refurbished phone online. It wanted to verify my identity by texting a code to the phone that no longer worked. There was no option to change the phone number to have it sent to a different number or to email it or anything. It said to finish the purchase I HAD to go to a store. I then tried to use their bot which just got me more frustrated. I had 3 different people try to assist me, thinking that maybe I was the one having the issue, but they kept running into the same problem.
The next day I drove an hour into the city to then be told that they couldn't help me in store because they only deal with new phones. We told them what phone we were interested in and they sent us to a different location another 15 minutes away. The lady there was very helpful, but said that they couldn't do anything about the $50 connection fee. She set me up with a call back and immediately I got to speak with the rudest sales rep I have ever had the pleasure of dealing with. He even said that the connection fee was the in store commission so it could not be removed. What they could do was mail me the exact phone I had in my hand I could drive another 1 hour and 15 minutes home and wait a week and then the fee would be waived.
RIDICULOUS! So, the in store lady set me up with another call back for 2 days from then with a higher up person which never came in. Then, about 2 weeks later I got the bill. My new bill (because the tab fee went down $10 and the plan went down $5) should have been $75 but it was $185! Even with the $50 connection fee, that doesn't add up. It is because they also charged me for 2 of the previous tab fees of $25 each. I scheduled another call back which the earliest I could get was for 2 days away. They called, and although very nice, professional, and polite were absolutely useless. I asked to speak to a manager when I was told that I could either wait 25 minutes or they would reach the manager and then call me back to connect us. I opted for option 2 just so I wouldn't accidentally get disconnected anyway. That was a week ago and they still haven't called me back. I am so frustrated and don't know what to do about these outrageous charges and terrible service!