I was promised a third line for free and didn't receive it.

Promotions can sometimes take up to 2 months to take effect on an account.  Your first bill will always be higher because of any extra fees and being prorated until the first full month plus the first month.  

They have done the same with me, I had an account with 3rd line free promo and then I transferred my account to the magenta plus 55 plus plan under my dad's name. I was assured by their agents that if I transfer the ownership all the discounts and promos will also be applied to the new dad's account which includes the "3rd line free" promo I already had. After the ownership change Tmobile refuses to admit and take responsibility of the promises their agents made which basically means their agents has been lying to their customers for business. Supervisors has also been unable to help and mentions this issue has been escalated.

Their customer service which once was great has been very incompetent lately. 

This “miscommunication” seems to be a trend with T-Mobile.  I have had my new service and phone for a total of 3 days now and I am not happy with their bait and switch tactics.  I wish now that I would have had the manager of the store where I bought my iphone write down on a piece of paper how much my monthly service would be because I just received my first bill and it is $10 more per month than I was quoted.

Interesting, too that in their customer satisfaction survey they ask if the fees and charges were explained well.  I said yes and sent the survey in.  I want to take that back now. 

Hi.  I'm in the middle of a dispute regarding the third line free.  They make it look like they need a supervisor approval to do the adjustment.  Promises to call back and they never did.  
I hope some attorneys can get their hands on this.  

dabend wrote:

Hi. I joined T-Mobile last week with my family on a Magenta® MAX 55+ program. Among the various conditions that we were offered, we were told that if we move with three lines, the third line will be free, and that our monthly bill will be $90. After two days I received my first bill for $135, charging me for the third line. I was sure that it was a mistake, and called to ask T-Mobile to fix it. But I was told that they are "sorry" and that I am "ineligible for the promotion". I asked to speak with a supervisor that apologized for the "miscommunication" but said that she could not help.

Do other people have an experience of being mislead when joining T-Mobile? If so, did you get it resolve? What's a good way to deal with this.

Gracias. 

Good luck with that.  I've been with T-Mobile for over 10 years and I recently spent about 8 months having to call them each month to credit my account for the "Free Line".  It started when I received several texts telling me I was eligible for a free line.  When I went to the store I was told being on the Military Plan I wasn't eligible however, the manager called customer service who agreed they made a mistake with the text so they would honor the "free line".  Each month I went rounds with them, they read the notes and would give me a credit.  Last month I finally just told them to stick the "free line" in their ear, I was done making the monthly calls because my time is worth more and I'm tired of the hassle.  I also recently canceled a $20 tablet data plan because they couldn't honor the $50 a month ($5 auto pay discount) for home internet I purchased for my daughter's house at college. They said I could only have a max of $40 discount on the auto pay.  (I have family members on my plan and had a total of 9 devices).  So instead of giving me the $5 discount, I dropped the tablet and they lost $25 per month income…  I have loved T-Mobile, they have saved me a bundle through the years however, things have changed and they are started to become like Sprint with how they handle the plans and they phone deals.  I'd file a complaint with the FCC and keep harassing T-Mobile for a credit.

We just migrated from Sprint to T-mobile on December 6th, 2021. We were told Magenta 55 Max would be $90 a month third line would be free. We were only upgrading my 7 plus phone due to 5G then assistant manager Gentry told my husband he and my son should up grade from 11 to 13 Pro as well because it's free to do so. Now the second bill has come and we're over $191 a month way higher then when we were with Sprint. We had all phones paid off now we're being charged for phones and a line that we're all suppose to be free. This company is a complete SCAM ! Lots of lip service and nothing seems to be given in writing. 
extremely unhappy I’m contacting NY attorney general office. 

Yup same thing happened to me, I added a third line and the rep said the third line will be free and the couple of months later they charged me the 3rd line, I contacted T-Mobile and they said the 3rd line was never free and instead it was a temporary  discounted. I even had screen shot of the conversation with the person that gave me the 3rd line for free to show them proof and they still said they couldn't do anything about it. 

fireguy_6364 wrote:

Mace123 wrote:

dabend wrote:

Hi. I joined T-Mobile last week with my family on a Magenta®️ MAX 55+ program. Among the various conditions that we were offered, we were told that if we move with three lines, the third line will be free, and that our monthly bill will be $90. After two days I received my first bill for $135, charging me for the third line. I was sure that it was a mistake, and called to ask T-Mobile to fix it. But I was told that they are "sorry" and that I am "ineligible for the promotion". I asked to speak with a supervisor that apologized for the "miscommunication" but said that she could not help.

Do other people have an experience of being mislead when joining T-Mobile? If so, did you get it resolve? What's a good way to deal with this.

Gracias. 

I just had to cancel my third line because they did that exact same thing to me, I had to call in every month where they apologized and just credited my account for the cost of the line and never actually fixed everything. then I called in today where they told me that the promotion in the past never existed (even though they offered me the free line I didn't even ask for it) then I was just done with all the BS and cancelled the line. This is like the 3rd time a T-Mobile employee offered me something that would be 100% free and then my bill came around and I'm being charged line normal, that 2 month wait some one said earlier is wrong because I’ve been waiting since last October, it seems the employees are not well enough trained to actually understand there promotions and offer them to customers and basically are lying about what the offer is.

 

 

actually he said “Promotions can a_veces take up to 2 months to take effect on an account.”

I never said he did not say that. You should never need to wait 2 months for it to "take affect", if they tell you the promotion is 100% free on the new line then you pay nothing for that new line. If there is a wait "sometimes" then they should credit your account to cover those two months. Just like how I said above how they were crediting my account for 5 months.

I had the same problem..

Escalated the problem..

Promised it did be fixed..

Then nothing was done, eventually with lots of chain of commands excuses and apologizes,  I abandoned the lines and had then returned my monies👎

Reality of the world:

Individual Employees do not necessarily represent the company as a whole.

People work the system for their benefit and at times even form small groups within a company for shared self benefit.

I have fallen victim to the same issue as others have.

The Big Picture:

Sales associates used company policies to manipulate customers and possibly even their coworkers and falsified promotions in order to get a sale to earn their commissions and then dump the complaints on the customer service department.  Customer service are trained to placate customers into waiting a bit longer for their promotions to kick in.  A good fraction of the victims, for what ever reason are unable to keep calling back within the 90 days to see if their promotions kicked in or not, after which it is too late to cancel your contract, these victims then get stuck trying to reason with customer service to get their promotions.  The sales associates who made the sale wrote no notes about the false promises they made.  Customer service tries to investigate if you even qualified for the promotions in the first place and then deny your claims as you did not qualify for the promotions and say that there is nothing they can do...but play the "good guy" routine as they tried to put you into any promotions that were not added, but off course there will be nothing to add as you did not qualify.  You are left on the hook because you have signed a contract to now pay and stay with the company for 2 years with no proof of the promotions that you were promised by "unethical" sales persons.

It is even possible this whole strategy was thought up by corporate think tanks and their aim was to trap as many people as they can into the post-90 day window without promotions….

am I close to the truth?