Forum Discussion
T-mobile refusing to give me my credits from a promotion I qualified for
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
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!
Similar issue. I am due 34/m credits for a trade in for my S22 once upgrading to the S23. after 5 months of calling repeatedly and getting bounced around being told "next month", I got bounced around and got rewarded the credits. Also told it would be resolved, but here I am again, another month, still no credit, so now I'll be calling back again, with less patience. It's so amazingly ridiculous how poor they are unable to make this work. It's costing them money and plenty of referrals I'm pointing to go elsewhere. Nice strategy TMo.
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.
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
Tmobile are thieves. Completely stole 4000.from me by not honoring a 4 phone promotion. What a company.
Same here have you found a way to resolve your problem please inform me I have a million questions and t-mobile hasn't been any type of help
In September 2023 I ported three lines from ATT to T-Mobile to take advantage of the get the "get the iPhone 15 on us" promotion on two of the lines. We traded in two eligible iPhones to qualify for the credit. The Yukon, OK store manager also promised an additional 20% "insider" discount that would lower my monthly bill from $150 to $120. After four full billing cycles I have yet to receive either the automatic bill credits for the new devices or the 20% discount as agreed. Each month I call and complain and, full disclosure, the customer service reps have twice provided one-time credits to my account in the correct amount to cover the monthly payments on the two phones. This month when I called I was told there would be no more one-time credits and I would just have to wait until T-Mobile decides to start the automatic credits. I now believe I this may never happen, let alone receive the promised 20% discount. I feel like they have no intension of honoring their agreement and want to play the long game, hoping I will admit defeat, go away and just pay the higher amount. I never thought I would admit it, but I wish I never switched from ATT.
I was involved in the same promotion and just spoke with Dan from the Colorado Springs Call Center Employee ID 0956956 and he even found my Conversion Credit BUT COULD NOT FIND or tell me where it was applied to. Bottom line this should be a class action law suit. Tmobile is screwing us over like Wellsfargo did with the extra fees. I expect zero resolution and TMOBILE TO SCREW MY CREDIT UP as they continue to steal from us. I've been told this was fixed four times and my bill is only around $120 a month. Sprint did it right. TMOBILE CONTINUES TO CHARGE ME $192 A MONTH AND ITS ON ME. WHO HAS THE POWER TO FIGHT TMOBILE. WILL BE SWITCHING TO AT&T OR VERIZON AND GOING INTO DEBT AS TMOBILE WILL TRY AND CHARGE ME FOR PHONES THAT I WOULD OF NEVER TRADED IN MY OLD IPHONES THAT WERE FINE BUT SCAMMED WITH THIS PROMOTION FOR $1,600. I WAS ABLE TO GET HIM TO ADMIT THAT HE FOUND THE CONVERSION ADJUSTMENTS IS WHAT HE CALLED IT. BUT SAID HE HAS NO IDEA WHAT IT WAS CREDITED TO. $799.99 SOUNDS LIKE THE PHONE CREDIT. BUT NO, I STILL OWE ANOTHER $800 PLUS. JUST ANOTHER LARGE CORPORATE AMERICA SCAM. THANKS, TMOBILE EXECUTIVES FOR GETTING RICH OFF OF US JUST TRYING TO PAY OUR BILLS!!!!
DIEGO SEDILLO 303.257.4412 ANOTHER SCAMMED CUSTOMER FROM TMOBILE!!!
Yep. Switched from Verizon to Tmobile ONLY for the promotion promises and have apparently been scammed. The 5G 55+ plan was supposed to have set monthly fee, free phone, and $200 port in credit. I have all of this in writing but it doesn't seem to matter. So far, tmobile has raised the monthly payment, are now charging me for the phone and I can't seem to get in to the $200 link. Not sure what to do at this point.
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
