Forum Discussion
Sold a promotion that I’m now told I was inelegible for!!
I was a previous customer of Sprint for 18+ years before they merge with T-mobile. I was grandfathered into the plan I was on with Sprint (Unlimited Freedom) which included 1 free line. I was very happy with the plan and didn't want to change it.
Last week I called to upgrade my husband's line on my account and was told that if I switched my plan to 5Go-G I would save a lot of money and I could get my husband the Galaxy S24 Ultra with $800 bill credits, if we traded in his "eligible" Galaxy S21 AND I could get the Galaxy S24 with $1000 bill credits, if I traded in the Galaxy A11 which I have on a different line. All of this, I was told I was eligible for all for switching to the 5Go-G Next Military Plan. Then I was told I could also get the iPhone 16 Plus completely free (after bill credits of $1000) if I traded in my iPhone 12 Mini. I was told I would NOT get any trade in value for the iPhone 12 Mini or the A11, but would still need to trade in the phones in order to qualify for the promotion.
So, despite my initial gut feelings, I decided to switch my plan and upgrade 3 phone lines all at the same time.
This is when all the problems started!!! My biggest issue not is that the third phone, Galaxy S24 with the A11 Trade -in did not get delivered on time and I received a text today from T-mobile saying I am no longer eligible for the promotion because it expired.
WHATT????!!!
After calling and speaking to a tier 1 representative and a supervisor for over an hour, the supervisor informed me that the Galaxy A11 was NEVER eligible for the free Galaxy S24 I’m the first place!!
He said there are no other promotions available that include the A11 and there’s nothing he can do, but have me send the phone back.
I was assured, “Not to worry Mrs. … rest assured that if this phone does not get delivered BEFORE the promotion ends, my supervisor has already found another promotion that will start right after this one ends and you will still qualify for the free Galaxy S24 for the line ending in…”
A member for 18+ years and I've NEVER had to write a complaint. I've called over 20 + times today and they swear T-Mobile does not have an Escalations Team, I know T-Mobile does! It is time to make escalations more readily available to their so-called "valued customers". I am NOT feeling very valued right now.
So, just as an update, I reached out to T-Mobile using the chat option in my T-Mobile App to see if I could reach an American Representative who could either help me or get me to the escalations team.
The live agent that came on ignored that fact that I stated that I've already spoken to a couple of supervisors and a manager of a supervisor. They suggested that they could escalate my concern and at the same time said they have an escalations department-which is very confusing because all of the tier 1 (mostly international representatives stated they don't have an escalations department, but they could transfer me to their supervisor or manager.
Anyway, the supervisor, Aaron, that joined into the chat informed me after about 30-45 minutes that he could credit my account for the full cost of the Galaxy S24 with 24 months of bill credits. He noted that I would still need to return the Galaxy A11 trade-in… I'm like, yes, Ok.
Here's the part that feels shady and where he loses me, I noted that I wanted to stay on the chat until I received confirmation of this change he was offering. He said that he was not going to show up on my account until my next billing cycle, November 8.
Now, just so you know, Today is the 1st day of my newest billing cycle and when all of these promotions and changes made last Thursday were to go into affect.
The chat supervisor still could not offer me any sort of confirmation of what he was promising.
There was a reason that I was with SPRINT for 18+ years and NOT T-Mobile. Unfortunately for me you guys, I was told that by today everything ordered from last week would go into affect and no matter what, I can NOT go back to the plan that I was grandfathered into with Sprint.
Don't let T-Mobile Conn you, like I was conned. I know it may not seem like I lost much in the way of the promotion, but I did. Upgraded my plan from the Unlimited Freedom to Go5G Next Military is costing me much more than my original plan, on which I had a free line from Sprint that I also gave up when I switched to Go5G.
I’m still waiting for a reasonable response from the tier 2 T-Mobile escalations team.
