Dont relay on what customer care representative is saying. How to escalate this matter.

Hola,
I have purchased 3 devices on contract from T-Mobile on Jan 14th, with
the promise of receiving an $800 credit over 24 months. The account
was initially in the name of Sonal Ramani, who is my cousin. I already
had an existing account with T-Mobile and upgraded my plan to Go5G
Next. During the phone order with a T-Mobile customer care
representative, I was assured that I was eligible for the $800 credit
with the Samsung Galaxy S9 device.

Subsequently, I contacted customer care to inquire about a 15%
discount promotion for Walmart employees, as I work at Walmart. El
customer care representative informed me that I needed to transfer the
account to my name in order to receive the discount. I specifically
asked if this would affect the existing device promotion and was
assured that there would be no changes to the existing device
promotion as long as the plans were not cancelled or changed. El
representative even stated that she would manually apply all
promotions if necessary, and the entire conversation was recorded.

Following the transfer of the account to my name (Kalpesh Jain), I
have encountered difficulties in applying the $800 promotion to all
three lines. I have made numerous attempts to contact customer care,
only to receive conflicting information. Some representatives claim
that I am eligible for the $800 promotion and just need to update the
plan, while others insist that I am only eligible for a $400
promotion. Despite updating the plans as suggested, no one is provided
resolution.

This inconsistency in responses from different customer care
representatives is highly frustrating. I have wasted significant time
and effort trying to resolve this issue, and it is disappointing that
the promised promotions are not being applied as initially
communicated. I am seeking a prompt resolution to this matter. I
expect T-Mobile to honor the agreed-upon promotions and credit my
account with the promised $800 for each device. As a loyal customer
who has upgraded to the Go5G Next plan, I believe I am entitled to
these promotions.

While I understand that mistakes can happen, it is crucial for
T-Mobile to rectify this situation promptly and ensure that the
promised promotions are applied to my account. I have already invested
a considerable amount of money in these devices and associated plans,
and I should not have to face additional complications in receiving
the credits that were agreed upon. I request that T-Mobile thoroughly
review the recorded calls to verify the promised promotions and ensure
that they are applied correctly to my account. Additionally, I expect
clear communication from customer care representatives regarding the
status of my promotions and any necessary updates to my plan.

I sincerely hope that T-Mobile takes this matter seriously and
resolves it in a timely manner. As a loyal customer, I have placed my
trust in the company and expect to receive the benefits and promotions
that were promised to me. Thank you for your attention to this matter.