Bait and switch

 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