How Can T-mobile get away with Stealing & NEVER resolve issues, only promising to have a Supervisor Call back but Never Do?
Wow! T-mobile is a bunch of thieves! It seems they are known to make deals in store and sell promotional offers that never seem to translate to your bill. Then they claim those offers never existed & meanwhile you are out your equipment you previously traded & now have lost the unlimited phone plans you had been grandfathered in using for previous 7 years. Only to be unable to get any manager on the phone to return your call as promised by the reps you have repeatedly wasted HOURS with on the phone! Run don’t walk - RUN away from such unethical practices! I am no reading many similar stories here online exactly as it happened to me AFTER I’ve been with the T-mobile company for 7 years + already. My account was on a set-it and forget it but we went in to purchase new phones at Christmas. Instead of simply allowing us to buy 2 phones billed full price at $33 each per mo (to increase our bill $66 each month total) - we were up sold a whirlwind of complicated promo deals based on sales promotions pressured by the store sales reps. These new promos required adding a new line, trading in a iPhone XR, and upgrading to the Magenta MAX to receive a BOGO phone offer & receive a Samsung Galaxy phone discount (that we weren’t even really interested in along with promotional earbuds that we knew we would never use) but we were told that this was a no brainer, since tiding their special promos, our bill will increase only $53 instead of $66 as we intended but with the promos. Claiming now we would not only get the 2 phones, we’d get an extra phone and extra earbuds for even LESS than the $66 we were willing to pay full price for, after the credits were applied on the account monthly. At checkout in the store, not only were no earbuds inside our bag, we were charged for them on our first bill which had no promo credits and had increased $160 per month to $325. It doubled. This new bill drastically increased and was over $100 more than agreed, plus they turned off our Netflix & our HotSpot stopped working in this “plan upgrade!” Unfortunately I was hospitalized with Covid immediately after Christmas and the overage billing went on for months while I was unavailable to reach out and it continued to be auto-drafted from our bank just as it had on our account for 7 years, never once being late. After months of overcharges my husband tried to call on my behalf while I was still on a ventilator knowing the company was charging more than we were promised and we received far less than promised. They would not give him access to the account to discuss. After 5 months I was well enough to tend to this matter on my own & inquired why I was being over charged for both all new iPhones with no promotion credit being applied and why I was being charged for the two earbuds that were not received & my plan was increased for no benefit & I’ve now paid $500+ in overpayments! it took repeated phone calls but in June a rep was kind enough to walk through the entire mess and was aware that errors were made & promised a called back from a supervisor. One did call me back and claimed they will take care of the errors and we itemized the over charges but promised another call back 24-48 hours to determine the exact amount of the credit. I never received that call back and instead of receiving the near $600 in overpay credits, I was yet again auto-deducted for the erroneous overcharges of $325 month charge AGAIN the next month, now a total of $700 of overpayments. Once again this 2 hour phone calls wastefully took all my energy for zero delivery on promises. It was ultimately a literal waste of my breath as I meanwhile still fight through physical therapy after months living on a ventilator machine. I simply want to stop wasting my time calling T-mobile for empty promises. I called the next month again & reached another rep in July 2022 who escalated to a supervisor who called back after 24-48 hours only to advise me 7 months later that I am not eligible for any of the promotions promised. That supervisor told me those promotions didn’t even exist! Which I know is untrue because I looked them up online inside the T-mobile store at Christmas time to ensure I was not being made empty promises. These were real promotions that really existed on the website and we really complied with all the details to be eligible. I asked why I would have given them an iPhone XR then, and changed my plan from an $160 phone plan (already an unlimited plan) up to a $230 per mo phone plan only to receive ZERO phone promotions? This holds no logic. Apparently they think I just gave them a iPhone device for no reason & willy-nilly increased my plan just to also pay full price for both iPhones and pay full price for ebuds I never even received. Then was told I would have really needed to add TWO lines to be eligible for the free BOGO iPhone. Why in the world would I do that? I already have one line sitting on our account that is complete unused with ZERO DATA or zero activity used each month. This is a completely unneeded line that is so unused I don’t even know it’s phone number & have repeatedly desired to have it turned off. Yet these reps think I would agree to paying $50 per month per line x 2 to add 2 lines on our acct that we don’t use? Sure let’s add $100 wastefully onto the account per month when I could have simply bought both phones outright at full price for $33 each per month? This makes no sense. And apparently I threw in giving them an phone XR to boot, just for fun? C’mon. Finally understanding that nobody would agree to this and it’s very obvious that I was promised something different, I was adamant to speak to a supervisor that could review the previous calls to complete the promises previously made or to find my check-out paperwork that would summarize the promotions and plans that I agreed to in the store. I was promised a call back in 24-48 hours from a supervisor and still have heard nothing back. They get away with empty promises & you can not even reach these representatives back after they fail to deliver their solutions as promised since all they do is message you their contact info name “EsmileDwayneE” by text after each call, claiming you can reach them back but you absolutely can never reach them back & they also do not call you back as promised - so instead nothing gets resolved and you continue paying indefinitely a wrong overcharge amount on auto-pay. Until of course, you finally remove your account from auto-pay just as I finally had to do - in order to stop their license to steal. With T-mobile having access to draft my account on auto-pay and their ability to charge any amount they desire without upholding the promotions they promise and adding new lines that are unused, stealing old devices without any credits, and adjusting to more expensive plans - they have taken upwards of $700 too much from my account and will not follow through to rectify. My only recourse was to remove their access to auto-pay and now immediately a text comes through that my “bill has now increased an additional $25” since my $25 bill credit I’ve received for the for past 7 years, will no longer apply without auto-pay.
Thinking of switching to T-Mobile? Don't.
T-Mobile store blatantly deceived me and refuses to take ownership over their mistake. I joined T-Mobile earlier this year solely for a promotional trade-in plan valued at $830. I traded in my iPhone 8 in the physical store so I would be assured that my phone and plan qualified for the promotion. Between figuring out which plan to get, signing up, and transferring my data, I was in the store, chatting with the employees for over 5 hours. All the while, I was asking "Are you sure this phone, and this plan, qualifies for the promotion? If not, I don't want to sign up." The employees answer, each time was, "Yes, I promise you that you qualify. If you have any problems with the promotion, you can contact me." In fact, he even gave me his personal phone number to contact if I had any issues. I asked this question at least 10 times over the course of my visit. While I was signing up, the employee "made a mistake" in not applying the promotion, I caught this mistake by reading the fine print of the contract and called him out on it. He acknowledged the error and proceeded to call his management to figure out what to do next. He was on the phone long enough to convince me that he had resolved the issue, and we proceeded with signing up for the plan. He ensured me once again -- "you're signed up for the promotion -- even if it doesn't show that way in your account, I promise it will be applied after one or two billing cycles." A few billing cycles had passed and I still wasn't signed up for the promotion. I texted the store employee and he assured me it would be applied after another billing cycle. I then called customer service, who assured me the promotion was applied moving forward and there wouldn't be any issues with future bills. Well, the next billing cycle came and went, no promotion. Rinse and repeat twice more until I finally got on the phone with someone who escalated my case. She assured me this shouldn't be an issue once I submit this ticket -- "hang tight and you will hear back from us." When I heard back, turns out I never qualified for the promotion in the first place. I escalated within the call center. They still wouldn't own up to their mistake and grant the promotion. I've now texted the original store employee twice since then, and he's officially ghosted me. I've spent 10 hours on the phone with T-Mobile trying to resolve this and am still out $830 on their shady sales tactics. I'm beyond disappointed with T-Mobile and just want the promotion, which I fairly signed up for, to be applied to my account. All I've gotten from T-Mobile has been cheerful, seemingly helpful sales reps and customer service employees ensuring me that they've made a mistake, and that the promotion will be applied, only to have them throw the problem over the fence to the next employee, and go back on their word. Whoever's reading this from corporate please look at my case records and see the countless lies I've received from your organization. I just reported T-Mobile to the Federal Trade Commission, and would recommend others do the same.Has anyone gotten the 50% off promotion for new iPhone and actually received the credits?
I have wanted to upgrade my phone, and am a new customer - so I am still eligible for the new phone activation promotion. They are running a 50% off promo on certain iPhones. It is actually 50% off because they issue a bill credit for half of the financing charge. Say the phone is $18/month normally to finance over 24 months. They say they will give a bill credit for $9/month for 24 months (thus, keeping you as a customer for the whole 24 months). If you cancel your service, of course, you owe them for the balance. Anyway, the contract/sales agreement they are asking me to sign says nothing about what they have promised. It states that I agree to pay for the full amount of the phone for 24 months. It does not state that they agree to give me a bill credit for 50% off the monthly fee. I asked the rep about this, and he explained that it isn’t in writing. It is a promotion, so I basically have to take their word for it that I’ll get that 50% credit. I’m trying to find out if anyone else has bought a new phone under this promotion, and are you actually getting the 50% credit each month. See, I am worried that since it is not in writing that I am getting the phone under this 50% promotion, then I have no proof of this. When I start getting billed monthly, if they do not give me the 50% credit, I have already signed an agreement that I will pay full price. In other words, I wouldn’t have a leg to stand on, should it come to that because there is nothing in writing of T-Mobile’s obligation in this promo. Anyone else out there successfully got this promotion?
Tmobile is doing false advertisement
When I log in to my T-Mobile account it says I qualify for the upgrade of the IPhone 14 pro at $0 down and $41 monthly. I decided to go for it, I select the phone I want to upgrade (not trade in) and it ask me if I would like to pay full balance or proceed with zero down and $41 monthly, and once I select the zero down option and make it to the end, it proceeds to say I need to make a deposit of $249. I called and a rep told me that a lot of costumers were getting that message and it was a glitch in their end. I asked If this can be honored because I’ve never had to put a down payment and have been a costumer for 10 years, I was told they were going to look into it and give me a call back in 48hrs to see if deposit can be waived.. SURPRISE!!!! I never got a call back! So I reach back out and was told my account was reviewed by their “overseas team” and no notes were added and that the supervisors are all in a meeting and can’t talk… how convenient 🫠 I swear this company just gets worse every year
Adding additional line to grandfathered Simple Choice Plan
I have been a tmobile customer for over 8+ years. Beware all customers trying to add a current promotional line to their grandfathered Simple Choice Plan! Tmobile said my line qualified and it would be $10/month to add the line and includes a new phone with some promotional discounts off the phone price itself which comes back as monthly credits for 2 years (a pretty typical tmobile promo). They said over and over there is no additional cost and do not worry my data plan will match the base Simple Choice account, which is data unlimited for all lines. After activation, I found that there was no data plan with the new line. After many days/weeks of complaining to Tmobile and talking to many of their “expert help” and as well as visiting a physical store, they just said the line is working perfectly and exactly as expected, so the best they can do because im on a discontinued Simple Choice Plan, they can only add free 3G data to the 1 line… Or I can add an upgrade data plan to just this 1 line for an additional $15 or $30 per month depending on the amount of 5G data I want. So bottom line is BUYER BEWARE when adding another line to your Simple Choice Plan, Tmobile will trick and lie to you so they can actually charge you more $$ for your additional line! I tried to return everything but since Tmobile took so long in figuring all this BS out, it was beyond the 14 day buyers remorse return period…
"Eligibility" Problems with Keep and Switch promotion
I am having the following issue and I was wondering if anyone else has encountered the same problem: I switched from AT&T after checking that my current phone was eligible for the Keep and Switch promotion, paid off my phone (Samsung Galaxy Note10+ 4G), ported my number, kept all my receipts from when I paid off my phone, and I still get the message that “You do not have an eligible device to bring to T-Mobile, but you may still be eligible to purchase...” blah, blah, blah when I go to switch2t-mobile.com. Thing is, I DO have an eligible phone according to the website, even put in my IMEI number to make sure it was eligible for the promotion. I can’t even get to the point where I submit my documentation, receipts, screenshots, etc., it just punts me back to the error message page. I hope some of you have found a resolution to this problem, and that no one else is having it. I’ve spent way too many hours dealing with this.Moving phone numbers between lines, on same account.
Hello. I upgraded 2 phones recently, and had to add 2 additional lines to my account. No big deal, I understand the game. However, when I activated the 2 lines, T-Mobile decided to give 2 random phone numbers to the new lines, instead of adding the 2 phones I just purchased. They added the 2 new phones to my existing lines, of which have run their 2 year course (mandatory 2 years for each additional line). When I called to remove the 2 old lines, I was told I could not remove the 2 old lines since they were being used by my new phones, and cannot remove the 2 new lines either since they need to be active for 2 years. *Hope yall are still with me* I asked if they could move the phone numbers to the 2 new lines (which should have happened to begin with), so I could close the 2 old ones, and they would not do that. So now I am stuck paying for 2 extra lines that I do not need. Anyone been in this situation and have some good advice. So far the only solution I have will risk loosing my current phone numbers, of which I am strongly trying to avoid. Thank you all.
Seven months and still no resolution!
Like many other people have posted, my trade in seems to have disappeared between the USPS station and Assurant. When I began this odyssey, I was initially told they received the phone and it was broken. After about a month of that, suddenly they had never even received it. I have literally spent days on the phone over the last several months trying to get this resolved. Usually the multi hour calls end with a credit to the account for the amount I should be receiving anyway, while they do more "research" . I have been a customer for almost a decade and cannot believe how badly they are handling this. What legitimate company thinks it's okay to drag a customer through something like this? I am beyond frustrated and do not understand why their service has become so terrible.
I'm getting two different trade-in values for my iPhone 7?
So I just pre-ordered the new iPhone XR and the current trade-in promotion is that you can get $390 in monthly bill credits if I trade in my iPhone 7. So I did. However, I just checked my trade-in shipping label info/receipt etc. from Assurant and it says "Accepted Offer Value: $121.00" !!!! This is NOT what I accepted, nowhere during the entire processed did I ACCEPT "$121.00". The current promo of $390 for iPhone 7 trade-in is what I accepted. Now, I don't know if I should ship out my old phone when new one arrives. This is outrageous.
