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…

We still have not received keep and switch reimbursement for our AT&T iPhone 12 Pro Max. Every time it's supposed to complete for reimbursement T-Mobile wants us to resend documents to start over. T-Mobile had us pay off the phone then switch without fulfilling its advertising of paying for the iPhone balance. All documents have been submitted 3 times. A complete deceptive trade practice.

We are having the same trouble. Advertising when coming to T Mobile was just to take a screenshot and reimbursement is easy. NOT AT ALL! I have had our case (4 phones!) escalated only to keep being told what I've submitted is not adequate. I sent 3 pages of a pdf of my final bill from Verizon, which I've had to pay out of my own pocket, twice now - that after sending multiple screenshots of our payoff amounts. Each time it's another 10 days before I get a response. What is the solution? I wish I'd never switched now.

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!

I am also having trouble. I paid off two newer (but past the 90 day minimum) iPhones with AT&T in March 2022 and switched to T Mobile. I submitted the keep and switch program, expecting $800 per line as advertised. I included all info and documents needed following guidance for what the photos need to show. I was told it was accepted via a call I got a few days later from the rebate department after they asked me the IMEI of the devices. I gave them, reluctantly, since I own the devices and T mobile shouldn't really need them. I called in May after 8 weeks went by and I didn't receive the prepaid cards. Another member of the keep and switch team told me the account was in an exception status and that he took care of it. He told me if I want the two $800 prepaid cards it will take up to another 2-3 weeks but if I'd take two $650 prepaid cards and a $300 bill credit he could process it immediately. I told him that wasn't the deal and I want what I was originally promised. His name was Sam Ramos. Today, 3 weeks later, still no prepaid cards so I call again. I speak to another person named Mikee with the rebate department who tells me it's in exception status as the AT&T logo isn't in the photo I submitted (it is). She says the need the last bill from AT&T that shows the balance is over $800 on both phones and when the service plan started. I again reluctantly agree to this and send it. I ask to speak with a manager. She calls me back 3 hours later and tells me they cannot diabetes $800 prepaid cards without a much longer process where they could put it in exception status again. But if I agree to the $650 cards and $300 bill credit, her team can process it and it's much faster. I agree, one last time, reluctantly to this as I don't think I'll ever get the $800 per line i was promised and frankly why I agreed to switch. Something tells me they rarely, if ever, honor the full $800 per line promise.

I am another victim of this fraud. My rebate got denied saying that this number already got a rebate in 2021 and there is 24 months cool down period which is not advertised anywhere. I am planning to take it to small claims court.

Keep and Switch Fraud | Comunidad de T-Mobile

magenta2796829
Newbie Caller
Hace 2 años
wish i had seen this thread earlier. This switching promo seems to be a scam by tmobile. I would have never switched to tmobile if I knew of this.
Ric221
Bandwidth Buddy
Hace 3 años
what part of the program have they not followed through on. kind of hard to give any help if we are unaware of what was not completed.
RLD
Newbie Caller
Hace 3 años
We've have the same issue, Keep&Switch continues to tell us every month the problem is resolved and they gaurentee "this time" I will receive my virtual cards… We call them again and then the same response is given, "we assure you this was not your fault and we are here to help, we promise/gaurentee this will not happen again and you will receive them" I get confirmation numbers and names and yet T-Mobile will do nothing to resolve these issues? I go into the store and they can't help since it's a promotion and they send me back to the online service.
terrythebusdriv
Network Novice
Hace 3 años
These are the same issues I have. Submit docs, customer service says it looks good and then they deny the claim for the same reasons as before plus this time they added a new document request.
Has anyone had a positive experience with this program?
if I wanted to get screwed this badly, I’d have stayed with my ex-wife.
They should have named this program “Submit And Deny”.
JanS
Network Novice
Hace 3 años
They have terrible customer service! I wanted to see an itemized bill after the autopay was done. The girl in customer service said that I had to wait until the next billing cycle came around to see the bill. I want a to be able to print it off. I have family members that are going to pay for their share. I need to show them in black and white. So I have to wait until the next billing cycle!! That is crap! Also the site said I am not the primary account holder and I have to ask permission. Crap again. She kept trying to tell me "yes, you are the primary account holder." Then why does the computer keep saying the opposite! I am so frustrated because she could not even navigate the website. Let alone be very unhelpful for the bill! I am wishing I had never gone with TMobile!!!
MorgannaBanana
Network Novice
Hace 3 años
Yep, it's now October and I first submitted in June. First it was that I didn't submit the correct documentation. Then it was that I missed the 90 day submission window (due to all of the improper denials), now it's that I used to have Sprint (I did….10 years ago before they were tied to T Mobile, I previously had Verizon for 10 years). The funny thing? My ex husband and I both switched from Verizon to T Mobile at the same time into order to separate out accounts. His submission for reimbursement of payments on his phone (about $180) got approved immediately, and here I am 4 months later and 8 calls later still waiting on my ($350) rebate. Total scam. Every time I call they tell me the previous denial was a mistake and this time I'll get it and they'll call me personally in 2 weeks to make sure I get it but nope, never happens. Really wishing I didn't switch….
sweetjaneny
Network Novice
Hace 2 años
is any one ever get solving with the Fraud from T moblie?
some bought 3 Iphone13pro max in my name.
gaelita1982
Newbie Caller
Hace 2 años
Ric221 wrote:

what part of the program have they not followed through on. kind of hard to give any help if we are unaware of what was not completed.

They have refused to honor the promises they made prior to switching. I have reached out on the phone and through email to have my reimbursements processed 5-6 times - on the phone for about 2 hours each time to get no where. Now, they are stating we have to wait 2 years to switch from the last time - I was never provided that information initially prior to switching.
Dawn1967
Network Novice
Hace 2 años
Yup, seem more and more like a fraud. First they promised 2 rebates, keep and switch and 200.00 for each number brought over. I've submitted documents 3x and keep getting the run around. Now I'm told I have to pick snd choose which rebate I want. I'm still not any closer to getting my final device paid off.

The pushy telesales person "gifted" me 2 timex watches not telling me that it's an extra 20.00 per line witdevice insurance on both, it jacked my bill up 55.00 extra dollars.to go with the extra 20.00 line for the Samsung pad" also gifted" to me. I didn't want any of this stuff.....I just wanted to change carriers.
Switches beware of t-mobile's "FREE GIFTS"
Garry_Denke
Network Novice
Hace 2 años
Unhappy T Mobile Customer wrote:

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

Took awhile, but T-Mobile wired my 2 phones (Spectrum) reimbursement ($758.24), good folks.