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  • I came here on a really busy Saturday to upgrade my phone, which also required me to change my account from prepaid to postpaid. The wait was horrendous, nearly an hour before I was helped. I was told the wait time would be around 45 minutes. Anyway, I had $65 left in my prepaid balance, when I was ready to pay the first payment of the new account, that balance was gone. I called t-mobile, and they said they couldn't do anything for me. I went back to this store, on a Wed, it wasn't busy. The rep I talked to asked his co-workers what to do in my situation. His co-workers claimed my balance was forfeited. The rep decided to call in anyway, and see what he could do for me. after about 30 minutes of the call run around. He finally got me in touch with someone who not only refunded me my $65 balance, but the last payment of prepaid plan as well. Needless to say, I was extremely annoyed by the phone upgrade, and prepaid to postpaid switching process. I understand people make mistakes. But I believe people should be judged by how they own up to their mistakes and fix them. This location has at least one employee who went above and beyond. All to fix the screw-up that wasn't even his. I'm kicking myself for not getting his name. All I can do is describe him. Young, tall, well built Hispanic male, with short black hair.
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