Lied to about promotion

In April of 2024, my oldest daughter and I went in to our local T-Mobile store to get her a new phone for her birthday. We talked about the promotions they had and we were trading in her like new old iPhone in for a new one. They didn't have the one she wanted at the store so they suggested we call customer service. We spent almost TWO HOURS on the phone ordering her new iPhone. We double and triple checked about the promo and that her phone credit would go towards her new phone payments and what those payments would be. Instead, we get a credit on our actual bill instead of towards the phone payments. I called to get it straighted out. They say they are fixing it but it doesn't get fixed. I called back. I was then told that there was no promo and the way the phone was traded in, the only way a credit could be given is an account credit. After about three weeks of back and forth,  I am told that it will actually be done and the credit will be applied correctly. Nope... they put the money towards my other daughters phone, as if she made a lump sum payment, and we are still paying full price every month for the other phone. I am just, completely DONE!

I guess I'm not special. Though this is the first time in several years it's happened to me. They gave me the deal, then added a line without telling me. After a few months of autopay, I asked about it and they said it's a mistake, we apologize, and they give me a credit. They then tell me they will reinstate the discounted installments. This month, they said I canceled the line so I don't get the discount. Nothing in the notes and we can't do that unless you want the line you're not using back. So now we've got an overpriced phone and a company that does not stand behind its own words. Don't tell me it's not in your notes.

I'm not sure why no one has received there promotion it's days 10 weeks so I called today which is the 10th week the agent say was approved and that it usually take 24hrs to receive after approved like 2 hours after that call I got an email with I link to active the virtual card and alot of people was saying could only use it at tmobile but I transferred the whole amount to my bank.

i got the same thing traded a s24 brand new 385 crediet  to a ipone 15 pro they marked up my bill = illegal why its agaist the law to over charge bills   they made me wait 3 month for the promo  i singed in jul22 it september no promo  then i had a 997 line the charged me 13 month noting on the line and i asked to delete it = scammer

AFKane wrote:

I was baited to add a line and get a free phone via monthly bill credits and I was given the credits for two months and now they are billing me the full monthly price of the phone pretending they don't know what I'm talking about when asking about the credits. Only when I told them that if they don't honor their promotion I will go to Verizon now their tone changed to "we'll look into it ". 12 year customer here very disappointing at the scammers they have become

Dealing with the same thing right now. I'm being told the employee who gave me my credit "overlooked" the fact that I didn't port in a number, and she swears that was part of the promotion, which it wasn't. She was the supervisor of the first person I talked to this morning, and she was very condescending while treating me like I was an incompetent 5 year old. She basically has told me they won't do anything for me since "I never qualified for the promotion in the first place," and she made it very clear she didn't care if I pulled all 7 of my lines and took them elsewhere. I asked to speak to her supervisor and she tried telling me she didn't have one. I let her know I'm not an idiot and she's not the CEO of T-Mobile, therefore she has a supervisor. Suddenly she had some people above her that she could reach out to and see if they were available. After several minutes she came back and said she forwarded my information to her supervisor and she would be reaching out to me if she had time later today. She said they were able to briefly go over the issues and offer me a one time $100 bill credit. Needless to say, I will be pulling everything from T-Mobile the first chance I get. 

I am tired of fighting. Accidently ordered a second home internet for only $45.00 month when I was trying to even find a home internet plan for $65.00. I canceled home internet and sending both devices back. 

One agent downgraded my plan as the agent that sold me the not free phone told me I had to be on GO5G Next 55+ $85.00 for 1 phone. I never saw that price before when I did my due diligence. She said that I would get 20% off my bill so that made it a great deal SOLD

She must have received some bonus or awarded for my deal that she needed to tell me so many untruths. 

T-mobile after lots of conversations has reduced the bill. Changed the voice plan to the next lover tier. I got my Visa gift card. (only touse at tmobile) I have made 3 phone payments and see that it is now saying no need to make payments with these funds they are included.. let see I am waiting for bill 2. Do I pay the phone and go away…. to be continued. 🤓

I went through a similar issue. I created a post about it. 
Back in September of 2023, TMO had a promotion called GO5G. I called them on September 19th to proceed with the upgrade so I could get the $830 off the iPhone 15. The phone agent (from India) never mentioned anything to me that the promotion expired on the 14th and allowed me to proceed with the upgrade. I spent two hours on the phone upgrading all 5 lines on my account and paid $30 for each line plus the taxes on the phones. After checking my account, I saw that it showed the old plan, and that's when I started reaching out to them, no one cared to call me to let me know (not a surprise there) and now, because of an employee mistake, I am stuck paying full price on all the phones when I traded perfectly good phones that were paid in full, mind you on their website, the promo was still showing so all they did after months of reaching out (chat and phone, agents saying they will see it through but never called me back), all they could do is offer me a one time credit of $109, and nothing else can be done. I have been with Tmobile for 21 years and 5 months. DO BETTER FOR YOUR LOYAL CUSTOMERS!

IT IS A LIE! if is not in the written paperwork, it is not true.

PROMOTIONS to close the sale, and then sorry it does not apply! 

happened to me! went to Boynton Beach store on Hypoluxo and got my free phone. She gave me promotions and my bill was going to be incredible! I was happy. That night I signed up for the visa card and the promotion. The I was informed I did not qualify. I dialed 611 and they assured me that it was an error and they had corrected it my home internet would go down to $40.00 from $55.00.

When I got my bill more than 14 days later I see that nothing was true. She even raised my home internet to $65.00. Customer service kept supporting the lies till today I was told even the phone is not covered in the benefits. Who is stealing here? I will give you a free phone but it is not in writing…. NO PROMOTION IS IN WRITTING BEWARE! I am tuning off and if I need to pay the phone so be it! LIARS

I got scammed by TMobile. Transferred over 2 lines from ATT to TMobile at the Costco kiosk booth. They promised a $200 Visa Card and a $250 Costco card per line. 3 months later I'm wondering where my cards are and when I called they said we denied it because you're not on the right plan. You can upgrade for $20/line per month and we'll send you the cards.

What do I do to get the promo cards? Will Costco honor the promo? 

I can't believe I got scammed as well by this company. I recently switched over from Verizon after 20 plus years. What a mistake!!! Signed on my 5 lines with a promotion over the holidays. They offered $830 toward new iPhone 15 pro. I just checked my promotion credits for all my lines. They subtracted my trade in value of my phone off of the $830 promotion. The store made it seem that I was getting a new phone for nothing because I was led to believe I would receive $830 plus my $255 trade in. How does it make sense to deduct a trade in. 
That's like trading in a car and them adding the value of it to your overall costs. Makes no sense. Can someone please tell me how this is not a scam.