Keep and Switch Fraud

After reading all of these, I'm slightly relieved that I'm not going crazy. I've been told countless times that my rebate will come in 7 days via text. And guess what, it doesn't happen. You call back and get more and more frustrated/tired. Each call taking over 30 minutes to get to the right person and them to verify your account. It's worse than robbery, it's inhumane. Its torture. The patronizing overly polite techs on the other end just wasting your time. I vaguely remember a scam that Comcast pulled and was finally reported to the attorney general that resulted in a huge civil suit. What they would do is promise a promotion and when you went to redeem it, they would pass you around from department to department and then disconnect.  I can only think of the managers / higher ups who schemed this and how sick and ultimately lonely they are. 

Does anyone know of anyone who has had a good experience with the Keep and Switch program?

I want to update that now, about 2.5 months later, I believe I have received my rebate and been able to use the card to transfer the money to my bank account. That hasn't quite happened yet but it appears as if it should. The process is incredibly cumbersome but may eventually work.

anyone happen to know what the promotion code is?

I am also having problems getting my keep and switch rebate.  Transferred 2 iphone12 pro max phones from ATT to T-mobile. Paid off the remaining installment balances of about $500 each (&1000 total) to ATT prior to the transfer and submitted receipt and last ATT bill as requested. Checked status of the rebate 3 times and each time was told everything was approved and proceeding normally.  I would be informed soon that my virtual credit card would be available and how to use it… Nothing happened and when I again checked the rebate status it said "Denied". Last time I was denied and enquirer was told problem was corrected and I was even given a 12 character "tracking code" that I was told assured that my rebate was approved… same result about 2 weeks later. "denied". I am very angry,  I have wasted countless hours waiting on the phone and following detailed steps repeatedly in the application process. Still no success. T-mobile seems to be trying to literally steal $1000 from me. Considering turning this over to a lawyer and also suing for damages due to frustration and all the time lost when I could have been earning big money in my business.  Very angry and caution anyone else considering switching to T-mobile expecting they will actually follow through on the attractive "keep and switch" rebate. Buyer beware!!!!

ja2076 wrote:

T-Mobile Keep & Switch is nothing but a FRAUD. I went to the Tmobile store with a friend and regrettably decided to switch from Verizon to Tmobile upon hearing about the keep and switch promotion. I paid over $1200/final bill to get out of the contract with Verizon with the FALSE promise that Tmobile would reimburse a portion of it. It's been almost 5months and I still have not received the $832 rebate. I have uploaded and emailed documents over 5times and told by customer service that everything is good, only to call back wks after to be told that the submission was denied and I have to wait another 15-30days!! SCAM!!!  Customer Service is very poor, no one follows up!  Would not recommend anyone to Tmobile! 

class action at hand,,

I have spoken to T-Mobile many many times regarding their "KEEP and SWITCH" program.  I signed up for T-Mobile on 8/21 after having been with ATT for 16 years.  When I spoke to the rep on the phone regarding their promotions to come over, he informed me of several things.

1. I could go to the local store after paying my $175 "activation" fee to pick up my 5 sim cards for the lines I was bringing over to T-Mobile from ATT.  Upon arriving at the store I was told that this was not accurate and they would come in the mail.  Nice!  wasted an hour driving to and from the store to look like an idiot.  
2. He also told me that I qualified for 4 of the 5 phones under the "Keep and Switch" program (I am now calling it the bait and switch program).  I told him that I owed $966 for each of the 3 iPhone Pro 13 Max phones and $540 for the Samsung Fold.  He stated that if I paid them off I would get $800 per phone which would more than cover my expense paid to ATT.  I took his word for it and signed up.  Paid ATT $3400+ on my credit card with the expectation that I was going to get most if not all of it back from T-Mobile.  I was told when signing up that I would see my rebate in 6-8 weeks.  
3. On 9/13 I contacted RCS Solution Center (T-Mobile Rebate Center) to process my rebate.  I was told at this time that I would only get $800 per line and only the 3 iPhones qualified for the "bait and switch" program.  Meaning I paid almost $1000 more than I was to get.  The Samsung Fold, I was told was the wrong generation. Had I been asked by the rep who signed me up about which generation I had I would have happily told him. 
4. I did call and get a supervisor on the phone and they did provide me with what is called an "insider" discount.  This is good for 20% off my bill forever.  Ok,  Great, there was an attempt to make the misinformation correct.  I didn't ask for this, I just wanted what I was told I would receive.  Nothing more.  
5. I called again on 9/16 once I saw via the web portal that my "bait and switch" rebate had been denied and explained to another supervisor the situation, He was very polite,  He was able to get me a $500 bill credit to offset the majority of the Samsung Fold rebait that I was not going to get.  We spoke with the rebate center and I was assured by "a T-Mobile Expert" that I would be getting a text within in 5-7 days with my "virtual rebate" card.  and that they would keep an eye on my rebate status and call me personally.  
6. On 9/23 after having gone a week with NO text or call i called again.  By this time I was starting to get frustrated.  I spoke with a supervisor who connected me to a Supervisor in the rebate center.  I was again assured my rebate would be process quickly and within 5-7 days I would see something.  I did tell the rep's at T-Mobile that once we reached 60 days after activation of my services and that I had not gotten what I was told I would get that I would be going elsewhere.  Meaning on 10/21, If I haven't gotten what I was told via email and voice that I would leave.  
7. Today, I called again because on the rebate portal I have had 5 different submissions for my rebate (all of which were processed by the rebate center) "DENIED".  The latest one dated 9/29.  Again I was conferenced into the rebate team and "assured by yet another "T-MOBILE" expert that I would be getting my rebate.  He stated he would personally watch this and call me.  

I haven't asked for anything more than what I was told.  I have been told that I would receive $800 per line for the 3 iPhones, and also been told that I would get the $966 per iPhone due to the rebate max being increased in June.  I have several emails from the RCS center stating different amounts.  

The latest email I received is below. I changed the numbers to iphone 1 - 3 and the submission ID and Tracking number for privacy reasons. 

De: noreply@salesforce.com <noreply@salesforce.com> On Behalf Of RC Solutions
Sent: Tuesday, September 27, 2022 2:59 PM
Para: ME
Asunto: Re: Keep and Switch [ ref:_00D80ashm._5002E21HCSv:ref ]

Hola,

Thank you for reaching back to us, we checked and there was a new submission created on the same day please dont worry as we checked that the submission has no error's and it's on a Pending status.

Here's the details for reference.


Submission ID: not displayed

Tracking ID: not displayed
Monto:
iphone 1 - $966.61
iphone 2 - $966.61
iphone 3 - $966.61

Saludos cordiales.
T-Mobile Business Care
Edmon G
T-Mobile Business Services Group
www.T-Mobile.com

This has been a complete nightmare.  I spent 16 years with ATT and left due to bad service.  I didnt think it could have gotten worse.  Boy was I wrong.  I have spent hours upon hours on hold and speaking to many many folks at T-Mobile.  I have come to the conclusion that its highly unlikely that I will be getting any "rebate".  I hope I am wrong.  I really do think that T-Mobile has a great line up of services for the price and could be my forever home.  I am cautiously optimistic.  I am not her bashing on T-Mobile, I hope I am wrong.  As of today we are 21 days away from the 60 day date.  I did ask the rep today why it took so long for a "virtual" rebate to be provided?  Apparently its a 3rd party who handles this and us being in the 21st century where everything is digital takes longer.  Not sure I get it.  

I think the staff at T-Mobile is amazing,  I think their extra freebies and phone services are great.  I just dont believe anything I have been told short of the insider and credit I did get.  

I would advise before spending large amounts of money out of your own pocket that you get everything in writing.  I started my services with T-Mobile in July with their home internet service.  It worked ok, but not up to the speeds I really need.  So last week I cancelled that.  I was told I would get a shipping label via email.  After several days it never came.  I was told by the rep that I could take it to the store, so I did that… Waited in line for about 45 minutes to be told they couldnt take the modem that I had to return it via UPS.  I called again to finally get a rep who actually processed the cancelation and did get the label within minutes.  Its been a ride let me tell you!!!  There have been other issues… Its reached the point that when I call in, the reps look over the notes and they just cant believe how crazy this has been.  

Attached is the online portal showing the rebates.. .of which all 5 submissions have been denied.

I hope it works out and others dont have to enjoy the same experience.  Fingers Crossed!!!  I do apologize for the bit of "sarcasm".  Its the only way I can tell this without blowing a gasket.  

Again, I am going to give them the benefit of the doubt and hope that this gets sorted out.  I hope I am proved wrong!!!  

The 5 submissions all look like this.  I have yet to get any reimbursements.  Like I said, I did get the bill credit for the fold and the insider discount.  I told the reps that I am happy to give that up in lieu of getting what I was told I would receive.  

Enjoy!!!

The Rebates department has a completely different set of requirements for the Switch and Keep promotion than the Sales department has. I followed the instructions from their Sales chat which included click-by-click instructions to screenshot the device upgrade page on Verizon's self service portal. However, the Rebates department requires a final bill, which Verizon doesn't provide until 1.5 months later and isn't itemized so even then doesn't meet their requirements. This essentially makes the program a scam by asking customers for something the service provider doesn't even provide.

I've spent hours trying to solve this. They provide their "personal guarantee" that everything will be fine and not to worry. They've had me resubmit my claim 4 times, I've spent countless hours on the phone and with text and twitter support, and I still don't have resolution.

They have two sites for tracking your rebate. On one site the exact same tracking number will show different results. One will show approved, while the other shows denied, but calling shows it's processing. A complete unorganized mess!

I was excited for my change in service, I felt good about my change in service and I had a positive image of the T-Mobile brand. However, the time and effort I've put into trying to get this rebate has completely tarnished my view of their company. I now have an extreme hate for T-Mobile and wish I never made this switch. It's a shame that what could have been a really positive experience that made me an advocate for their company has ended so poorly because of one department. I still haven't been reimbursed. 

I think my next route is using Fair Shake, which is a shame because they take 20%.

The uncarrier is just another carrier. 

Ranger1 wrote:

Anyone else having trouble with TMobile meeting it's promises. Three attempts now to be reimbursed for iPhone through keep and switch program. I guess they think you will just forget about what they promise you to get you to switch from AT&T. Just a new form of Corporate hot checks….. worst customer service I believe we have experienced…

Same here_ waiting for 3 months now!