Customer Service Responses and Trapped Customers
The situation has been exacerbated by inconsistent and often frustrating responses from T-Mobile's customer service. Customers report receiving various explanations for the price increases, including:
- Claims that price lock was a special program that began in 2022
- Explanations that increases were due to "retired" plans
- Acknowledgments of the promises but assertions that the board and CEO decided to no longer honor them
- Justifications based on T-Mobile raising rates less than other carriers