Trade in bill credits CANCELLED?

I am having trouble with a Samsung S21 promotion from February named 2021 Samsung Trade P3.  The promotion keeps falling off of the account with no clear explanation.  I have been able to work with support repeatedly to get it put back on however when the bill comes, the credit is not applied.  This has cost many long phone calls to support as well as the difference in payment in order to keep my account current.  If I miss my payment I end up losing the $10 autopay discount. 

Like MMalovany, I don’t want to switch carriers over a billing issue. 

And like Jay8228 I feel that same frustration.

jay8228 wrote:

 

So here is my frustration:

1. Why did the customer rep review my account and say that I am eligible??? How can I trace this call back to prove that I was made an  incorrect promise? 
2. Why would the system tell my that I am eligible and even give me bill credits for several months before removing?!?!?
3. Why did the Trade In Accept anything before verifying????
4. Now they TOOK my old phones and REMOVED my credit. T-Mobile has double dipped by removing the promotion and received a free phone. Best of all, their reps read me a terms and condition that I can't have my old phone back and offered no other solution.

 

I've only been a customer for several months… but I have to fight for every promotion and tmobile backpedals on everything because all your promotions are convoluted. I've had multiple encounters for my first activation/sign up promotions which did get resolved… but was pulling teeth. All of these things… feel like T-Mobile is constantly doing BAIT AND SWITCH. Their customer representatives are courteous and nice and they try to help as much as they can… but your policies and the way you do business is shameful.