Forum Discussion
Bait and switch
We went to our local T-Mobile store to check on the "$1000 rebate on S25". We were on a $120 a month for four lines plan, and were told it didn't qualify. As we were leaving an employee told us that he "found a plan that works"-the Go G5 55 plan for $120 for four lines (my wife and I are over 55 so we qualified). He also promised that it qualified for the $1000 per phone discount.
It required sending in the phones by 3/3/25. My wife wanted to wait for the bill to be certain, but that would mean we lost the discount, so we sent them. We received the first bill today and it's for $180 a month, only $500 rebate per phone (nothing to do with quality of the returns-they are prefect but still being examined). This plan only qualifies for half.
We were also offered the "Go G5 Plus 55" for $220 a month for $1000 a phone, both "offers" FAR more than the originally stated contract. We even had it "guaranteed" a second time after my wife got paranoid and called T-Mobile's customer service and "Adrian" told us that the plan MIGHT not qualify, so he suggested we return to the store. We did so, and the employee "went in the back room to talk to his regional manager" for about 20 minutes, then came out and ASSURED us that the plan DID qualify, was $120 A MONTH and $1000 rebate per phone.
This is a PURE "bait and switch". We can't just go back to our old plan because now our phones are gone and T-Mobile refuses to return them. We are now stuck paying about $100 more a month when we NEVER would have upgraded the phones under that set of circumstances.
As far as I can tell, this violates the Federal FTC Act as well as three CA laws:
The FTC has issued a Notice that it has determined that bait and switch sales practices are unfair or deceptive trade practices, and violate the FTC Act.
CA state Business and Professions Code (B&P) Section 17500: This section prohibits unfair, deceptive, or fraudulent business practices, which includes bait-and-switch tactics.
California Code of Regulations, Title 4, Division 3, Article 10, False or Misleading Advertising: This section specifically addresses bait-and-switch advertising.
Cal. Code Regs. . 4, § 1304.1 - Bait and Switch Advertising: This regulation outlines the specifics of unlawful bait-and-switch practices.
T-Mobile REFUSED to escalate me to a manager and only gave me a PO box for their legal department. This is a HORRIBLE way to do business. it is illegal, likely criminal, and you have pissed me off enough that I now have reported it to the FTC, the FCC, and the CA State AG's office. I also know several DDAs at the Alameda County DA's office who are being consulted.
Same here. The sales agents are very corrupt, tell you one thing when signing up but radically different after-the-fact. And Customer Service is a joke - they have no idea what the sales people are saying.
My suggestion: when calling Customer Service the calls are recorded. T-mobile should do the same thing for the sales agents. They will lie through their teeth, the T-mobile has you trapped.
I have stated this in the past, end even with Executive Response Team. They will state that the call is being recorded. When I mention that I will also record the call, they are offended. I wonder why /sarcasm
Same problem here. This is no way to do business.
Same problem here.
I’m having the same problem😢
I had the identical situation happen to me;however, i did escalate to the highest level via phone at customer service multiple times, I went back into the store and addressed the promises they made as well as the promises made in writing by both the store associate and online chat agent with the exact models of both devices and my trade in values after they inspected both. All conversations have been preserved either in text, or recorded.
I was also told that my only recourse was to leave T-mobile, which would require me to buy the new phones outright, or write a letter via snail mail to their legal department. I spent 15-20 hours during this entire process during a very devastating personal loss emotionally (not their issue) but they were so incredibly dismissive of their own agents written promises, confirmation of said promises, store associates confirmation of the same promises, that is was almost comical if it would have been a prank.Unfortunately, once they have your trade ins you are totally stuck. When i saw my first bill without the appropriate credit, I immediately went back to the store and they reassured me that the credits would be applied appropriately as promised, but it would likely take the first two billing cycles to resolve. I was informed that this is normal and that any overpayment would be credited to my account. This never happened and my repeated inquires turned into “Sorry, you were given bad information, and all we can do is what the system allows us.” I offered to send the lady that claimed to be the manager of “customer service” and the highest ranking employee in the unit, all of the documentation, but she said it wouldn't matter. I explained everything I was told in writing along with the advertisement the online agent sent me that showed my promotion. In the advertisement, there was no astric describing limitations/exlclusions.
I explained that i relied on their agents repeated information and promises before making the decision to switch and trade in my phones (one of which was an iPhone 14pro with 1terabyte drive - which they now give me a $10 credit per month).
I have not had the time to take them on legally yet due to the situation mentioned above, but I am ready to engage now.
I am curious to know how many people this has happened to in the last year or two. If it happened to you longer ago, I am still interested, just let me know approximate time frame.
Thanks,
Dave
Unfortunately this same thing happened to me. I am ready to fight them in court.
Take it to the BBB first.
I'm struggling with getting this type of problem resolved in Florida! Since February 2025 when we got our new service & phone. Where told By store employees the iPhone 16 promo was $200 if got the 55 go5 plan so we did that for myself and daughter where we only got one new phone. The first bill came and it showed phone as $900+ I immediately went to store and "manager" said it's all fine the discount will show on account by the 2nd or 3rd Bill..... No it still has not yet I'm repeatedly "ensured" I will see the credit This is just wrong! I'm thinking Iay have to call an attorney! We were told too that once we pay the full 200 the phone would be unlocked.
I was in Northern FL when it happened to me, but based in UT.
Note that the typical, "It's solved because we told you to call Customer Service" isn't a solution, because they refused to address the issue or escalate it to a manager/supervisor.
T-Mobile "threw" the local store "under the bus" with "you have to address it with them, but I don't think that they can do anything other than offer current plans. I guess that brings any criminal charges down on corporate AND the employees at the local store?
