A lot of times you will see promos on line for new customers but when you sign into your MyTmobile account they won’t be there for existing customers.

I just had the same thing.  Saw an add a line get an iphone free with trade in.  Just got off the phone and they said no such thing exist.  Before the call today, they said it was an automation thing where the computer gave the best promo they thought.  Can't argue b/c it was all online.  First time I was disappointed with them.  Must be some new adminstration thing. 

Yeah, T-Mobile will tell you anything to get your device and then do anything to steal your device. I have had two incidents where T-Mobile promised a trade in but would not put any information in writing. They do not do a trade-in assessment at T-Mobile physical locations because they want your device but they don't want to compensate you for it.  Once they have your device, they can say ANYTHING they want so they don't have to give you anything for your device. Your device is worth more to you on ebay than trusting a shady company like T-Mobile. DO NOT TRADE IN YOUR DEVICE AT T-MOBILE. I am in touch with a class action group to gather complaints about T-Mobile trade in issues, keep an eye out for more informaiton.

T-Mobile does not honor the trade-in promotional values offered to customers in the online shopping cart!

try contacting TMO through either Facebook or Twitter or through their chat feature in here (if currently available). they can dig into it to see what happened. plus better results than calling in.