Don't get bait-and-switch by T-mobile reps calling you offering you free stuff

On 3/23/23, I got a call from a T-mobile rep telling me that they have this great offer for a free line because I've been a long time loyal customer with T-mobile. In addition to this "free line", I would also get a "free phone". He listed all the free phone options for me and the best one to me was the galaxy s23. He then proceeded to tell me not be alarm by the service agreement showing there's $800 charge for the phone in the service agreement, since this will be credited out on my monthly bill for the duration of 24 months (as long as I stay with tmobile and this plan of course). I'm like sure, this all sounds good to me. I'll take a free line and free phone, I mean who wouldn't? "Gee, T-mobile really knows how to treat their loyal customer" or so I THOUGHT!

Fast forward to the next billing cycle, "what is this? how come the line doesn't look free and there's no discount associated with the s23 I received?" I called T-mobile and the first rep was not helpful at all so I asked to speak to someone above her. She insisted that they would tell me the same thing, as in, I'm SOL and there's nothing the next person can do to help me. I persisted and she eventually transferred me to an Account Manager. He was super helpful and was able to get the additional phone line charge off of my plan. However, the way he explained the situation, I thought he also took care of the phone as well. Well he didn't.

I called back because I didn't see that change on my bill and the rep I spoke to said, "no worries, these changes will take at least 1 billing cycle to see, but you'll get your credit eventually" (I'm paraphrasing). Well, it turns out, the only thing that happened is they applied 50% off offer on it, NOT FREE. So I'm repeatedly being misled by one person after another.

I called back once again to asked them what's going on. Ultimately talked to a supervisor/someone higher up and he just apologized and said there's nothing he or "leadership" (his word) can do systematically. So basically T-mobile admitted they made a mistake, misrepresented an offer, screw me over so they can charge me more monthly for next 24 months, and told me "sorry you're SOL" (again paraphrasing). Don't get me wrong, each rep I talked to were nice and lovely people, and in some instances did help me. However, as an overall business, I think there's an ethical failure when you're allowed to just bait-n-switch a loyal customer with no consequences or remedy for the situation. I don't want to assume that this is some sort of new tactic they used to increase the monthly bills (maybe I'm the ONLY person dumb enough to take this offer), but BE WARE if T-mobile call you and offer something that's too good to be true. I am stuck with them for 20+ more months, but definitely will need to re-evaluate other options afterwards. I am highly disappointed this is the treatment I get for being a loyal customer.