Just a heads-up, this will be very long. Don't know how to tldr
In late May, I decided to migrate from sprint to t-mobile because there was a running promotion that stated that I can receive a free Galaxy S21 in the form of $800 recurring credits over the span of 24 months if I opened a new line (didnt matter which plan) and traded in an eligible phone that would qualify for them.
So I went with my brother to a local t-mobile store to trade in my S10 and his iPhone X; both phones qualified for the $800 trade in promotion. My brother is the account holder and has been a loyal sprint customer for something like 5 years at this point so his account was in good standing, therefore he qualified for the promotion. My brother had to mail his phone out for the trade-in because it wasn't fully paid off but in the end, we both received the S21's at the store. The problem, however, was that T-Mobile sent the mailing kit to our previous address (we had moved a few months earlier) and it didn't occur to us until about 2 weeks later.
My brother went to the store to inform them of the situation but they said they couldn't do anything on their end because his PIN wasn't working or something, and that in order to reset it he had to wait 30 days. He waited 30 days and went back to the store, same issue, only this time the staff couldn't even sign into my brother's account because they were getting the same errors we were getting when trying to access the site (\"Whoops! Looks like our wires are crossed!\")
At this point we've noticed that we're being charged for each of the phones. I call customer care and I learn that the promotion was never applied to the account. They told me because one of the 2 phones weren't traded in, the promotion didn't take effect on any level. So I traded in my s10 for free essentially. However, after lots of back and forth, they finally applied a lump sum of $350, which will be part of the $500 in credits I'll be recieving for the CURRENT trade-in promotion, instead of the $800 in credits I was supposed to receive from the promotion at the time (late may). Keep in mind, the current $800 trade promotion requires you to start a new Magenta MAX line, when before the magenta type did not matter.
Customer care told me the promotion I was talking about was available only for 1 day, and that it was a typo on T-Mobile's end. I did a lot of research before going through with the trade in and that particular promotion was being talked about A LOT on forums and on Reddit for a couple of months, so what the supervisor from customer care was telling me was blatantly untrue. Not only that, but I can see the promotions from previous dates on Wayback Machine! I'll post the links, and even attach some screenshots.
1. This is what the CURRENT promotion looks like:
https://www.t-mobile.com/offers/samsung-phone-deals
Note the \"MAX\"
2. This is what the promotion looked like when I applied.
https://web.archive.org/web/20210523051210/https://www.t-mobile.com/offers/samsung-phone-deals
Note the absence of \"MAX\"
3. As a reference, this was the ORIGINAL promotion from February.
https://web.archive.org/web/20210208034631/https://www.t-mobile.com/offers/samsung-phone-deals
Note the absence of needing to activate a new line
There's a pattern. As time went on, the more stringent the promotion became.
I understand that my brother should have been more preemptive on his end, but I get the short end of the stick here because I traded in my phone hoping I'd be getting recurring credits for 2 years that would essentially be paying off the S21, but instead the lump sum I received will be going towards the entire phone bill, and will cover the total cost for about 2 months, which means I still have to pay off my S21 for the remainder of the 24 months anyways.
The fact that all of these agents and that one particular idiot of a supervisor keep telling me that that promotion never existed is infuriating me. What can I do? Can i file a claim or something? I feel misled, cheated, and taken advantage of. Thanks in advance to anybody who decides to help
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Just a heads-up, this will be very long. Don't know how to tldr
In late May, I decided to migrate from sprint to t-mobile because there was a running promotion that stated that I can receive a free Galaxy S21 in the form of $800 recurring credits over the span of 24 months if I opened a new line (didnt matter which plan) and traded in an eligible phone that would qualify for them.
So I went with my brother to a local t-mobile store to trade in my S10 and his iPhone X; both phones qualified for the $800 trade in promotion. My brother is the account holder and has been a loyal sprint customer for something like 5 years at this point so his account was in good standing, therefore he qualified for the promotion. My brother had to mail his phone out for the trade-in because it wasn't fully paid off but in the end, we both received the S21's at the store. The problem, however, was that T-Mobile sent the mailing kit to our previous address (we had moved a few months earlier) and it didn't occur to us until about 2 weeks later.
My brother went to the store to inform them of the situation but they said they couldn't do anything on their end because his PIN wasn't working or something, and that in order to reset it he had to wait 30 days. He waited 30 days and went back to the store, same issue, only this time the staff couldn't even sign into my brother's account because they were getting the same errors we were getting when trying to access the site (\"Whoops! Looks like our wires are crossed!\")
At this point we've noticed that we're being charged for each of the phones. I call customer care and I learn that the promotion was never applied to the account. They told me because one of the 2 phones weren't traded in, the promotion didn't take effect on any level. So I traded in my s10 for free essentially. However, after lots of back and forth, they finally applied a lump sum of $350, which will be part of the $500 in credits I'll be recieving for the CURRENT trade-in promotion, instead of the $800 in credits I was supposed to receive from the promotion at the time (late may). Keep in mind, the current $800 trade promotion requires you to start a new Magenta MAX line, when before the magenta type did not matter.
Customer care told me the promotion I was talking about was available only for 1 day, and that it was a typo on T-Mobile's end. I did a lot of research before going through with the trade in and that particular promotion was being talked about A LOT on forums and on Reddit for a couple of months, so what the supervisor from customer care was telling me was blatantly untrue. Not only that, but I can see the promotions from previous dates on Wayback Machine! I'll post the links, and even attach some screenshots.
1. This is what the CURRENT promotion looks like:
https://www.t-mobile.com/offers/samsung-phone-deals
Note the \"MAX\"
2. This is what the promotion looked like when I applied.
https://web.archive.org/web/20210523051210/https://www.t-mobile.com/offers/samsung-phone-deals
Note the absence of \"MAX\"
3. As a reference, this was the ORIGINAL promotion from February.
https://web.archive.org/web/20210208034631/https://www.t-mobile.com/offers/samsung-phone-deals
Note the absence of needing to activate a new line
There's a pattern. As time went on, the more stringent the promotion became.
I understand that my brother should have been more preemptive on his end, but I get the short end of the stick here because I traded in my phone hoping I'd be getting recurring credits for 2 years that would essentially be paying off the S21, but instead the lump sum I received will be going towards the entire phone bill, and will cover the total cost for about 2 months, which means I still have to pay off my S21 for the remainder of the 24 months anyways.
The fact that all of these agents and that one particular idiot of a supervisor keep telling me that that promotion never existed is infuriating me. What can I do? Can i file a claim or something? I feel misled, cheated, and taken advantage of. Thanks in advance to anybody who decides to help
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I'm currently experiencing the same issue. I traded in my iPhone XR for the iPhone 15 Pro Max and received a few months of credit, but then it stopped. I was informed that my plan was changed in-store without my authorization. Over the past three months, I've spoken to three different representatives, all of whom assured me that the credit would show up on my next bill. Last month, one rep even promised that it was approved and would be applied. I just checked my bill, and surprise-no credit. I'm fed up with the empty promises and poor customer service, and I'm ready to switch all 12 of my lines to another provider. Do better Tmobile
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DIEGO SEDILLO 303.257.4412 ANOTHER SCAMMED CUSTOMER FROM TMOBILE!!!
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","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"111","kudosSumWeight":0,"repliesCount":0,"postTime":"2023-10-14T09:54:18.000-07:00","lastPublishTime":"2023-10-14T09:54:18.000-07:00","metrics":{"__typename":"MessageMetrics","views":147},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:postpaid/community:xjbgt85279board:accounts-services/message:41099/message:41114","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"User:user:139050":{"__typename":"User","id":"user:139050","uid":139050,"login":"T_moble_sucks","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2023-08-03T15:24:47.000-07:00"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://es.t-mobile.com/community/s/xjbgt85279/m_assets/avatars/default/avatar-3.svg?time=0"},"rank":{"__ref":"Rank:rank:38"},"entityType":"USER","eventPath":"community:xjbgt85279/user:139050"},"ModerationData:moderation_data:41113":{"__typename":"ModerationData","id":"moderation_data:41113","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:41113":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:139050"},"id":"message:41113","revisionNum":1,"uid":41113,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:accounts-services"},"parent":{"__ref":"ForumTopicMessage:message:41099"},"conversation":{"__ref":"Conversation:conversation:41099"},"subject":"Re: T-mobile refusing to give me my credits from a promotion I qualified for","moderationData":{"__ref":"ModerationData:moderation_data:41113"},"body":"They sold me a phone and a promotion, it never united with my account, they billed me as if we were outside the promotion from day 1, sprint would give my cash back to help offset the promotion that dropped with no fault of my own, T moble has refused. The issue is sprint never sent the return packet after having to actually call back to request. Then stuck me with the ramifications as if I neglected to send the phone back. Total and complete disaster, do your self a favor find another provider, T moble scams
","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"208","kudosSumWeight":0,"repliesCount":0,"postTime":"2023-08-03T15:30:42.000-07:00","lastPublishTime":"2023-08-03T15:30:42.000-07:00","metrics":{"__typename":"MessageMetrics","views":135},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:postpaid/community:xjbgt85279board:accounts-services/message:41099/message:41113","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"User:user:72144":{"__typename":"User","id":"user:72144","uid":72144,"login":"magenta9491107","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2019-08-01T11:57:09.000-07:00"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://es.t-mobile.com/community/s/xjbgt85279/m_assets/avatars/default/avatar-10.svg?time=0"},"rank":{"__ref":"Rank:rank:38"},"entityType":"USER","eventPath":"community:xjbgt85279/user:72144"},"ModerationData:moderation_data:41112":{"__typename":"ModerationData","id":"moderation_data:41112","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:41112":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:72144"},"id":"message:41112","revisionNum":1,"uid":41112,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:accounts-services"},"parent":{"__ref":"ForumTopicMessage:message:41099"},"conversation":{"__ref":"Conversation:conversation:41099"},"subject":"Re: T-mobile refusing to give me my credits from a promotion I qualified for","moderationData":{"__ref":"ModerationData:moderation_data:41112"},"body":"I am sorry this is happening to you, myself, and others. Please write the FCC and Better Business Bureau, and complain. This is a breech of contract. TMobile knows better. They are a business after all. If my issues are not resolved, I will be sending all written correspondence to the FCC. Of course, I don't have the voice recordings. But, TMobile does. I pray they fix their practices. I was a very loyal happy customer until now. This is illegal.
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Same has happened to me. Promo was in April 2023. Free IPhone 14 for new and existing customers. Needed to upgrade to eligible 5G. Done. Sent in 3/IPhone 11's in mint condition for rebate. Done. That's a joke and misleading. Basically, putting a down payment on the new phone like a car dealership. I asked tons of questions. We're being recorded,\"Correct.\" Yes. Still the promo for the monthly discounts have not been applied since I switched plans, and sent in my 11's. I've called. Chatted. Screenshot the chats because it's now disappeared from my app. The person I was chatting with took offense to my concerns. I was not rude. Yep. Got it on screenshot. I'm sorry, but if I took advantage of you, how do you think you'd feel? I've been with TMobile for 4-5 years. Never experienced an issue. Clearly, this is the pitfall. Trading in and upgrading your phone. I should have done what I always have done, and purchased the phone through Apple. Now, what do I do? My IPhone 11's gone. I have no intention of paying this bill, as is, because IT IS NOT the agreement we made. Computer glitch, I was told by the recent representative who's waiting for a supervisor to fix the problem. Recorded call. Then, fix it TMobile!
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