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

Mountain-Girl
Roaming Rookie
Hace 2 años
I have tried and tried without any resolution to get them to resolve my cell phone coverage. They state and the WEBSITE COVERAGE MAP states that I have 4G and 5G extended service at my address. NOT SO! I have ZERO cell phone reception. Not even 1 bar on 4G. I just keep getting told over and over again for months now that they are working on the tower. ( A lot of good that did me the other night in a snow storm of 20 inches my phone only comes in over my WiFi and I lost that! ) So if I needed help, I was out of luck to say the least!
It's funny though that my neighbors that live close to me have Verizon and or AT&T and their coverage is superb!
They claim to be of the best for coverage, but NOPE! NOT TRUE TO THEIR WORD AT ALL!
So basically, I can only use my cell phone over the WiFi. Why am I paying them monthly (T-Mobile) again? Oh yeah, I totally forgot, I can drive 30 miles to the city and maybe connect to cell coverage and use it there once every year or so!!!
Today they tried to have me buy a WiFi hotspot to use. I told the ( very nice by the way gentleman, Harris ) I'm already paying monthly for NO SERVICE and now you want me to pay for you to send me a WiFi hotspot on top of that so I can have the service you promised?
NOPE , NOT TODAY OR ANY OTHER DAY!
YOU HAVE GOT TO BE KIDDING ME , RIGHT?!
I just sent an email to our ATTORNEY GENERAL for the State of CT. He actually had a small segment on last week about all of the problems with cell phone carriers and said to reach out to him with any ongoing problems.
So if any of you are in CT. Give him a shout out that you are having problems. 🙂
I am so OVER paying out money for companies that don't hold up on there morals, values, and promises! Grrrrrrrrrrrrr!!!!!!
MSerforfun
Network Novice
Hace 2 años
I am a victim of this promotion as well. I've been told that my submission is "complete" and perfect but today I received a denied message, right at the 8 week mark. The message says I was denied because the iPhone 13 is not a device that met the promotion requirement.
This really need to be escalated. Frankly I think the promotion was too good to be true but still, if it is, then don't make the promise!
Ravib
Network Novice
Hace 2 años
I submitted Keep and switch, $200 promo and $150 magenta max promo , when I ported my number from Verizon to TMO at Costco Kiosk (T-Mobile owned). Looks like none of these promo are stackable eventhough that is how they are promoting these at Costco Kiosk with banners clearly saying you can combine them. Today my rebates got denied since these are not stackable, though previous customer representative and store mentioned otherwise.
poyzenboyzen
Newbie Caller
Hace 2 años
I was also denied. This is a scam. After having a store rep personally walk me through the process of checking eligibility, and helping me pay off three Iphone 12's with ATT ($1500), the rep showed me how to take screen shots of the confirmations and told me the website to send them to. I did everything that was asked.
During this whole exercise I was constantly being skeptical, asking how this deal was possible, what are the catches, how does t-mobile make money, ect. I was thoroughly comforted throughout the whole process by the rep even though I was clearly nervous to spend all of that money at once to pay off the phones.
Then a week later I checked the website and I was DENIED! The entire reason I went to T-Mobile is because of this promotion. Beware! It is a shameless scam to get you in the door. I am marching myself to the store today to confront the employee, and talk to his manager. If they refuse to honor this deal, I am cancelling my contract and leaving bad reviews on every site. I can't believe the FTC lets them get away with that.
fireguy_6364
Modem Master
Hace 2 años
https://community.verizon.com/t5/Bring-your-own-device/Never-received-BYOD-rebate-notification/m-p/1694248

https://community.verizon.com/t5/Bring-your-own-device/Have-not-received-500-BYOD-Rebate-since-June-2022/m-p/1695666

https://community.verizon.com/t5/Bring-your-own-device/Bring-your-own-device-promotion/m-p/1693527
iThinkiMadeAmis
Network Novice
Hace 2 años
Anyone got resolved their issues regarding this KEEP and Switch?
Mariag1967
Roaming Rookie
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.

No reimbursement since November 22
I have been on the phone at the store and promised payment with hours of trying to get a check any way electronic mail however I'm really thinking of taking you to small claims court just to make a plant because $1500 is a lot of money to me. It is a lot of lying and running around to your customers and it is not fair and it's illegal really
Skumptron
Newbie Caller
Hace 2 años
I switched from Verizon on July 4, 2023. I submitted for reimbursement on July 5th. Got my virtual card yesterday July 19th. It took 15 days and was all set. I sent screenshots of current Verizon bill and device pay out. That was it. I don't know what you all did wrong?
chervog61
Newbie Caller
Hace 2 años
I am a disabled senior, I switched to T-Mobile due to the keep and switch deal. I paid off my old account,over 800.00 that I did not have,based on promise I would get it back within 2 weeks. It's now been 3weeks, I have had to resubmit info 3 times now and keep getting denied. I am on a very limited budget and need this money back. I fear this is a scam. I will not stay with T-Mobile if I do not get my money back . Thank God my dil works for the weld co. DAs office.
patel81
Network Novice
Hace 2 años
I am having same issue paid of my ATT 4 phone total 3400, and now I submitted claim twice and they keep asking for different bills. first they said submit the bill which shows the balance, than they said submit which shows balance paid off