Lied to about promotion
On December 4, 2022, I went to my local T-mobile store looking for promotion deals to see if I could get a trade-in upgrade for my wife’s phone. After talking to one of the employees about their current deals, they employee promised me that if I switch from my current plan Magenta to Magenta MAX that I would get a $800 trade-in credit towards an Iphone 14. I told her it is a great deal and was baited into switching my phone plan. She made the switch official that day (Dec 4, 2022) and told me to come back on December 6, 2022 to make the trade-in because the plan swap would not be effective until then. When I arrived 2 days later on the 6th, I was told that there were no such deal by another employee and the current plan they currently offer is a $400 trade-in credit. Long story short, I end up reverting my plan back to Magenta and was charged for the Magenta MAX plan although I only had it for 2 days. Next time before making a switch, I would ask for a written contract. This is absolutely unacceptance and no one should be charged $40 more due to incompetent employees/false promotions.T-Mobile Internet - $200 Pre-Paid Mastercard - STILL WAITING
I switched to T-Mobile Internet over 3 months ago. The $200 Pre-paid Mastercard within 10 weeks was an incentive that led to me making this choice. It has been 12 weeks and I have not heard a thing. Has anyone had a similar experience? I am preparing to switch back to my previous provider if this is how they treat customers.
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.
I Feel Cheated and Deceived with T-Mobile lies and false advertisement.
At kiosk inside Costco had checked and verified if I qualified for the free line offer and they signed me up after saying that I did qualify. But T-Mobile kept charging me every month for that additional line. When I contacted T-Mobile, initially they said I did qualify for the offer, and they would look into the matter, and they would fix it. They also gave me credit on my account. Month later when I didn’t hear from them, I saw the charges on my bill again, I called them back again. They said the same thing and gave me credit again. Third month, when I saw the charges again, I contacted T-mobile. This time they started telling me that there was no offer from T-Mobile like the one I was offered. It must have been the store’s special offer and told me that I should talk to Costco to resolve the issue. Costco Kiosk generated the incident ticket and told me after three months that T-mobile has resolved this issue and I should contact them but they wouldn’t tell me what the resolution was. When I contacted T-mobile, they are telling I didn’t qualify for the offer, I was told wrong and they cannot do anything now. The supervisor even said that if I didn’t like their solution to the issue, I should go back to Verizon from where I switched that line. Later, I got a text message saying they have addressed all my concerns and that is a lie. I feel very deceived and cheated. I do not know where I can take my complaint to, so I am writing here, hoping someone from T-Mobile may look into this and consider helping me.
Bait and Switch - Trade in SCAM
Why? I traded my 3 phones for the free phone promo last Aug. Thinking my 3 devices will be almost free. I called customer service right away when they charged me $20 something for each phone monthly to complain. Customer assured me that they will fix the problem and rest assured that no monthly devices fee will be charged moving forward. It happenned again a month after then same promises then another month again...and every month I call ( about 8 months with more than 8 rep that I talked with same promises) What shall I do now? I am tired of calling and to waste my time. How can I file a complaint?
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.
Fake and deceptive t mobile promotion
Hello! I would like to ask how to file a complaint? I was informed of a promotional sale wherein if I add a line, I’ll be qualified for a buy 1 get 1 promotion. So that’s what I did. I added a line and even bought 4 phones. When I called, the agent told me that I’m not eligible. And now I am very anxious and frustrated. After all the assurance from the AGENTS that I’ll get rebates, I get an information like this. i WAS MISINFORMED AND DECEIVED. Please help.
Tmobile promotion a scam
I came to TMobile at 216 Maple Ave W Vienna Va 22180in March 2021 to get a new cellphone. I’d been a customer for 4 years.I thought that’s simple and easy. Then sales person told me that I can buy one and get one free and even gave me this watch for free, So I paid for one at over $900. I went on vacation and came back in July. I had been autopay for Tmobile and noticed that they were overcharging me. I got an accident and on wheelchair for few months. But as much as I can I had been calling and coming to the store questioning why I’d been charged for the 2nd cellphone and watch. They said I had to deal with TMobile customeer support they don’t deal with financial. Since then way back in July, Aug,Sept through now I’d been dealing with the store, the 611, the 800 customer service. Everytime they said they will fix the problem. 2nd cellphone and watch are free. Until now my last bill is for $45.01 for equipment which they had been billing me since April2021. I spent hours on the phone and in person in the store and still they have not done anything. To call them, waiting time is at least over 30 minutes and talking to anybody takes an hour or so. Last time I was told that my issue is solve, billing will be adjusted but none done. Spending over $900 for a second phone which I don’t even used is quite a lot. I can’t afford to pay for those 2 equipment. I am a 75 yrs old and sales representative at the store took advantage of false advertising and TMobile doesn’t care to look at my issue nor do anything. I made a mistake of coming to TMobile. How can such a big company let this scam going on their stores? And how come they don’t care with my issue???????? If ever you go to a TMobile store be careful with their sales scams. I don’t know what else I can do or whoever somehow help me stop billing me for $45.01 every month . I can’t keep going to the store. I got an accident and had 2 fractured legs bones. I tried to come and talked to the store BUT TMobile allowed this to keep going on. I called and talked to them many times for months and NOTHING done. How can such a big company deal with their customer like this. Im going to write as much as I could to address my issue even though TMOBILE does NOT care.