T-Mobile Legacy Credit Removal & Unauthorized $140/mo Overcharge

I have been a T-Mobile customer since 2008 and have managed this specific account structure for nearly two decades. My dispute is not based on a "misunderstanding" or a "story," but on documented billing facts that T-Mobile’s Social Media Care team actively chose to ignore. Evidence of Bad Faith Support: During a 13.5-hour support marathon on February 26, 2026, I was cycled through six different representatives (Heidi, Tristan, Stacey, Abby, Denishia, and Bridget). Rather than auditing the C2/Atlas legacy archives to find my 2016 "Friends & Family" credits, the leadership team (specifically Abby) attempted to discredit my integrity by stating: “The documents presented today still don’t align with the story you’re describing.” This was a direct attempt to gaslight a 20-year customer. I provided a January 2025 PDF showing $0.00 service charges on lines 3701 and 9001. Mathematically, a $0.00 service charge is impossible without a promotional credit. Yet, support representatives like Stacey insisted these credits "never existed," choosing to trust a flawed migration screen over physical billing proof. The Obstruction: By prioritizing "proving the customer incorrect" over resolving a documented migration failure, T-Mobile support obstructed a resolution and induced a $140/month overcharge that contradicts the $90 "maximum increase" guarantee I was given to authorize this plan change. The core of this dispute lies in T-Mobile’s refusal to acknowledge the basic math of my legacy billing. On my January 2025 statement (Proof.pdf), lines 3701 and 9001 show a total charge of $5.11 per line. As documented in the transcript (Stacey @ 1:50 PM), T-Mobile attempted to claim this was not a discount. However, a line-by-line audit of the taxes and fees on that same bill shows: Regulatory Fee: $3.49 State/Local Tax: $0.27 State 911/988: $0.73 County 911: $0.70 Total Taxes & Fees: $5.11 The Calculation: $5.11 (Total Charge) minus $5.11 (Taxes & Fees) equals $0.00 (Base Service Cost). This calculation is irrefutable proof that these lines carried a 100% service discount prior to the migration. T-Mobile’s current billing of full retail for these lines is a direct removal of a permanent legacy benefit that was active as recently as 30 days ago. On February 26, 2026, I attempted to resolve this migration error through T-Mobile’s official Social Media Care channel. Instead of a resolution, I was subjected to a 13.5-hour support marathon and cycled through six different representatives, none of whom would acknowledge the physical billing proof I provided. The Timeline of Failure: Heidi (4:37 AM): Initiated the session by incorrectly claiming that $0.00 "Included" lines were not promotional. Tristan (9:45 AM): Claimed a "detailed history search" found no record of the legacy promotions. Stacey (10:03 AM): Dismissed the January 2025 credits as something that only "felt" like a promotion. Abby (Leadership, 10:46 AM): Refused to open my PDF evidence and labeled my account history as a "story." Denishia (4:02 PM): Attempted a call that disconnected immediately without audio. Bridget (4:38 PM): Arbitrarily closed the conversation, reaffirming the denial of my documented credits. The Agreement Breach: I authorized this migration to the "Experience Beyond" plan based on an explicit guarantee that my monthly increase would be capped at $90.00. T-Mobile has instead issued a bill that is $140.00 higher than my previous base, effectively stripping away the loyalty credits that were supposed to be protected. My Request: Because T-Mobile’s support leadership has refused to acknowledge my physical billing evidence and has instead chosen to obstruct a resolution, I am requesting the help of others. I seek to have my account audited by the T-Mobile Executive Response Team to reinstate the legacy "Line on Us" credits and honor the $90.00 price-cap guarantee that was the basis of our agreement. Technical Timeline of Account Migration Errors Dec 13, 2025: Added Line #6218 and ordered hardware (Galaxy S26 Ultra/Watch). At this time, the account was still under the legacy Simple Choice North America structure with $0.00 promotional credits intact. Dec 14, 2025: A series of unauthorized backend changes began, including the initiation of a Bill Cycle Shift (from the 20th to the 15th). Dec 20, 2025: The system activated a "5-Year Price Guarantee." * Note: This effectively replaced my lifetime "Un-Contract" promise without consent, used as a mechanism to justify the removal of legacy Friends & Family credits. Dec 21, 2025: Technical error during SIM activation. The representative incorrectly provisioned an eSIM to my primary line instead of the new line, requiring manual correction. Migration Result: During this 8-day period of "system churn" (which included over 25 individual feature changes and many other changes), the 2016 Friends & Family (Line on Us) credits for lines 3701 and 9001 were purged. Specific Evidence of Breach Unauthorized Plan Change: I was informed the bill cycle would change as a requirement of the plan, rather than being asked for consent. This cycle shift is indicative of a forced migration between legacy (Ensemble) and modern (Atlas) billing systems. Selective Promo Recognition: My internal dashboard currently shows enrollment in promo ID250791 for the new line, proving the system is capable of tracking promotional credits, yet T-Mobile claims the 2016 credits are "incompatible" or "lost." The $5.11 Baseline: Historical bills from Jan 2025 and Sept 2024 establish a consistent, decade-long precedent of these lines being $0.00 (plus taxes/fees). The current $100+ increase is a direct result of the botched Dec 2025 migration. Lack of Financial Disclosure: During the migration, I was charged an unannounced $85.00 mid-cycle fee. I was never informed that shifting the billing date would result in this charge; had this been disclosed, I would have waited 15 days to align with the natural cycle reset to avoid this unnecessary expense. I have been in contact with nick @ T-Mobile executives office but they continue to state that I have never had any promotional or discounted lines on my account. Sinse I have no other options I have contacted the Washington State Office Of The Attorney General and filed a formal complaint. Has any one else experienced such customer abuse, and what have any one done to get help?