Forum Discussion
Eligibility problems with keep and switch promotion time frame
So, I have had a couple problem lately. We just came over from Verizon and I'm starting to regret it. First my son's line when we changed the sim card to T-Mobile stopped working, he can't make calls out or get texts because it is saying his phone is not compatible even though I was TOLD OVER THE PHONE BY TWO DIFFERENT representatives that it was...our phones are all unlocked, so I know that isn't the problem. THEN, when trying to fill out my keep and switch promotion for the rebate, it keeps saying something is wrong and that it is past the promotion time. I WAS TOLD I HAD UNTIL THE 13th OF NOVEMBER, IT IS THE 9TH! What is going on??? I've now been on the phone with them like 5 times. If this does not get handled and taken care of, I'm reporting it to the BBB. I have been assured several times I would be taken care. Not to mention I was not told about having to do the rebate for the promotion, that slipped through the cracks. I was actually told by TWO reps that when I got the sim cards, all I had to do was change the sim cards out and then call the 1800 number for the promotion and give them my verizon account information and account number and they would pay off the lines up to $800 per line, Now they are saying I have to pay it off first myself and they will pay it back to me. I would not have done this if this was told to me to begin with and I feel like they knew that. One last thing. I'm told in my area that signal is great and one of the best, sadly, I keep losing people and I RARELY have more than 2 bars of signal for my area, when apparently my area was in "great signal area".
Oh no. Sorry you've had this much trouble. Should be a pretty seamless switch. I have some info that I think will be helpful. Looks like you might be referring to the Switch to T-Mobile offer that gives you a payoff for your phone up to $1,000. If that's right, there's a section for Verizon devices that are eligible for the offer. I'd check their first since that's a limited offer. If you're using an eligible device, you've gone through the 4 steps and the issue continues, you can message our T-Force team on Twitter using the @TMobileHelp handle. Link them to this thread so they can see what you're going through and help you out.
We have had a terrible experience with the T-Mobile rebate process. First of all, you don't have 30 days to file for your rebate promotion with Keep & Switch, because we didn't even receive our final bill until there were only 4 days left. Second, T-Mobile makes it incredibly hard (intentionally) to find how/where to process the request. And if you happen to have life happening to you, are out of town because of the death of a loved one, submitting a rebate request just might not be what you're thinking of. T-Mobile is going to lose us as customers forever.
cristinamandel wrote:
I was not told about the 30 day timetable to take advantage of the Keep and Switch promotion. I am trying to do it online and it is saying "outside valid promotion period"
Can you help me recover the $766.53 that I paid to ATT for what I owed?
Bobby Mandel
annettemarie447 wrote:
Sadly, I've gone through these strict requirement promos/rebates with various phone companies now, beginning with a surprise bill from 8 years ago, thinking T-Mobile paid out Verizon when I switched back then. Lesson learned… Now, I always search for the promo online and read the fine print! And I do it even before switching over.
This way even if your promo claim submission gets ‘denied’, you have the fine print for back up!The other advice I can offer is don't just talk to any rep, make sure you get connected to the rebate/promotions department. They are definitely far more knowledgeable with promos than in-store or CSR's and will provide you with the 'correct' info. Also, don't make the same mistake I did and assume you'll get the promo 'automatically'. Read the requirements, follow the steps exactly, submit supporting documents, and watch out for submission deadlines, they are strict! For promo deadlines, it's usually from the date your services were 'activated' (another loaded term!) or in other words, the date you signed your contract/started services. Not the date you received your new phones or ported numbers over, just FYI!
Even if you pass your deadline, or were told you met the requirements (phone compatibility, etc) and actually didn’t, you can always talk to the rebate department (nicely!) and they can help you or escalate your claim to be approved under reasonable or explainable circumstances.
Lastly, never rely on the in-store reps' promises or explanations of promotions! They are there to sell to you and get you wrapped up as quickly as possible since, they make a commission for each contract signed, and accessories sold, etc. They don't waste time on going over requirements and how to submit promos. (They're eyeing the next customer in line!) And for some reason or another, in-store and customer service (over-the-phone) never seem to line up. What is promised at the store, will be superseded by customer service each and every time!
Hope this helps!
Recently Switched T-Mobile CustomerIt doesn't help at all. The rebate team is useless. I was on hold for 2 hours and then got hung up on. My conversations with reps in the app were deleted, only after I took screenshots of the rep promising me I'd get my card within 24-48 hours. Complete joke.
Sadly, I've gone through these strict requirement promos/rebates with various phone companies now, beginning with a surprise bill from 8 years ago, thinking T-Mobile paid out Verizon when I switched back then. Lesson learned… Now, I always search for the promo online and read the fine print! And I do it even before switching over.
This way even if your promo claim submission gets ‘denied’, you have the fine print for back up!The other advice I can offer is don't just talk to any rep, make sure you get connected to the rebate/promotions department. They are definitely far more knowledgeable with promos than in-store or CSR's and will provide you with the 'correct' info. Also, don't make the same mistake I did and assume you'll get the promo 'automatically'. Read the requirements, follow the steps exactly, submit supporting documents, and watch out for submission deadlines, they are strict! For promo deadlines, it's usually from the date your services were 'activated' (another loaded term!) or in other words, the date you signed your contract/started services. Not the date you received your new phones or ported numbers over, just FYI!
Even if you pass your deadline, or were told you met the requirements (phone compatibility, etc) and actually didn’t, you can always talk to the rebate department (nicely!) and they can help you or escalate your claim to be approved under reasonable or explainable circumstances.
Lastly, never rely on the in-store reps' promises or explanations of promotions! They are there to sell to you and get you wrapped up as quickly as possible since, they make a commission for each contract signed, and accessories sold, etc. They don't waste time on going over requirements and how to submit promos. (They're eyeing the next customer in line!) And for some reason or another, in-store and customer service (over-the-phone) never seem to line up. What is promised at the store, will be superseded by customer service each and every time!
Hope this helps!
Recently Switched T-Mobile CustomerThe new excuse is , there's a glitch in the software. Be assured they're going to make it right. I have four different names of customer service representatives that assure me that they're personally handling my issue. What they need to do is deny my original claim and then resubmit it. Not because I did anything wrong but because of a glitch in the system. No one.
Can help me.I just have to wait. Don't worry, multibillion-dollar corporation.That cares nothing about me is going to do right by you. I was actually told calling back.Doesn't help me.You're just gonna have to wait. Wait for what? Wait for them to decide to honor our agreement.? According to the representative, I spoke to the glitch.Is the software is denying everybody. Sounds like an insurance company to me.How's that working out for you
i have screen shots of the ATT bill I paid off.
I was not told about the 30 day timetable to take advantage of the Keep and Switch promotion. I am trying to do it online and it is saying "outside valid promotion period"
Can you help me recover the $766.53 that I paid to ATT for what I owed?
Bobby Mandel
Just another scam. I submitted it 3 times and was denied all 3 times. Spent countless hours on the phone and got no where. Canceling it after 1 month. Do not do it!!!!!
What I wanna know is WITAF is going on with Trouble Ticket #71403251? They told me over a week ago that they'd text me in 3 days with a 'solution'. Yesterday, I contacted the guy that I originally did my business with when I switched from Verizon at the beginning of the month. The only reply was pretty much 'Trust me, I'm on it'. His hours on his page say that he won't be back on the clock until Wednesday. I switched, paid my entire bill 3 weeks in advance, and haven't had cell service since day one. I receive texts 'sometimes' or not at all. The fun part is that my bank gives me 60 seconds to put in a texted validation number before I can log in, and after 3 fails, I have to go through the crap of proving that I'm me before I go through more crap to change my credentials. This has happened FOUR times in THREE effing weeks! When I send a text, it says 'queued' followed by 'failed' and 'would you like to try again?'. Phone calls? FORGET ABOUT IT. My deal now is simply this… FIX IT, T-MOBILE, or give me a damned refund + what it's gonna cost me to go back to Verizon!!!
I'm having the same issue as OP right now. Any help? I do not have twitter
