Employee Review

My experience moving from Verizon has been mixed.

First, I want to say that the people at T-Mobile were friendly and knowledgeable.

Second: When I do call for help there is always a loooogng wait on hold. I usually have to wait 10 to >60 minutes. I always use the call-back service. This is a problem. When I get some one I get the excuse that things are swamped.

With the "Carrier Freedom" program on Dec 20th,2020 I turned in two Verizon iPhones: an iPhone 10XR and an iPhone 11. I was supposed to get Credit card refund for each phone to pay Verizon for the amortized balance for these phones with Verizon. The iPhone 10XR arrived at T-Mobile Dec 30th. The other iPhone 11 is still in transit when I called T-Mobile on Jan 11th, 2021 using the UPS tracking number.

Also, when I purchased the two iPhone 12s from T-Mobile, without my knowledge or without T-Mobile explaining to me, I got the phones under the "2020 Apple Buy 2" program. This program amortizes the two phone's cost of $730 over 13 months. Well OK. But, in the meantime I get a bill for the balance on the two phones from Veriizon for over $1000. So I called T-Mobile for the status on getting my credit reimbursement for the two Verizon phones. I was then told that because of the 2020 Apple Buy 2 program I was not eligible for the Carrier Freedom program. ¡Ohh!

This was never explained to me! So now I will need to pay Verizon for the balance on the two Verizon Phones. But, because I sent them in as instructed by T-Mobile I will be required to pay Verizon phones for phones I will no longer have in my possession. If I pay Verizon the balance for these Verizon phones then I should own them. But, they are gone! But, for the new T-Mobile phones I pay for for them over 13 months. OK, that I understand. But the old Verizon phones I could have given to a charitable cause or sold them to recover the cost. ¡Gracias T-Mobile!

Several problems:

1. Changing carriers requires me to trust  experts to walk you through the process. It broke down because the process involves several T-Mobile departments to work in concert. But, each time I was transferred from one department to another I had to explain my situation over and over again. The problem is, I am not the expert at this. There is lack of continuity. 
2. As a result I was not informed properly and things went wrong.
3. I had to do some of the work like ask Verizon for some transfer/switch over PIN so T-Mobile could switch over the Phone numbers between carriers. I had no idea what that is. What I am trying to say is the process for me was not seamless.
4. Different programs were incompatible with each other and the reasons not made clear to me.
5. All I got was from T-Mobile for the confusion was "We are Sorry". Well Geez… 
6. So now I am stuck with paying for the more expensive of the two verizon phones, without even having the phone IT-mobile agreed to pay for the lesser cost Verizon phone).  This cost eliminates any savings I hoped to realize by switching from Verizon to T-mobile.  Would I do it again - probably not since I feel that I was cheated.