Thinking of switching to T-Mobile? Don't.
T-Mobile store blatantly deceived me and refuses to take ownership over their mistake. I joined T-Mobile earlier this year solely for a promotional trade-in plan valued at $830. I traded in my iPhone 8 in the physical store so I would be assured that my phone and plan qualified for the promotion. Between figuring out which plan to get, signing up, and transferring my data, I was in the store, chatting with the employees for over 5 hours. All the while, I was asking "Are you sure this phone, and this plan, qualifies for the promotion? If not, I don't want to sign up." The employees answer, each time was, "Yes, I promise you that you qualify. If you have any problems with the promotion, you can contact me." In fact, he even gave me his personal phone number to contact if I had any issues. I asked this question at least 10 times over the course of my visit. While I was signing up, the employee "made a mistake" in not applying the promotion, I caught this mistake by reading the fine print of the contract and called him out on it. He acknowledged the error and proceeded to call his management to figure out what to do next. He was on the phone long enough to convince me that he had resolved the issue, and we proceeded with signing up for the plan. He ensured me once again -- "you're signed up for the promotion -- even if it doesn't show that way in your account, I promise it will be applied after one or two billing cycles." A few billing cycles had passed and I still wasn't signed up for the promotion. I texted the store employee and he assured me it would be applied after another billing cycle. I then called customer service, who assured me the promotion was applied moving forward and there wouldn't be any issues with future bills. Well, the next billing cycle came and went, no promotion. Rinse and repeat twice more until I finally got on the phone with someone who escalated my case. She assured me this shouldn't be an issue once I submit this ticket -- "hang tight and you will hear back from us." When I heard back, turns out I never qualified for the promotion in the first place. I escalated within the call center. They still wouldn't own up to their mistake and grant the promotion. I've now texted the original store employee twice since then, and he's officially ghosted me. I've spent 10 hours on the phone with T-Mobile trying to resolve this and am still out $830 on their shady sales tactics. I'm beyond disappointed with T-Mobile and just want the promotion, which I fairly signed up for, to be applied to my account. All I've gotten from T-Mobile has been cheerful, seemingly helpful sales reps and customer service employees ensuring me that they've made a mistake, and that the promotion will be applied, only to have them throw the problem over the fence to the next employee, and go back on their word. Whoever's reading this from corporate please look at my case records and see the countless lies I've received from your organization. I just reported T-Mobile to the Federal Trade Commission, and would recommend others do the same.
Fake and deceptive t mobile promotion
Hello! I would like to ask how to file a complaint? I was informed of a promotional sale wherein if I add a line, I'll be qualifiedfor a buy 1 get 1 promotion. So that's what I did. I added a line and even bought 4 phones. When I called, the agent told me that I'm not eligible. And now I am very anxious and frustrated. After all the assurance from the AGENTSthat I'll get rebates, I get an information like this. i WAS MISINFORMED AND DECEIVED. Ayuda.
Think twice before switching to Tmobile
I've been a paying T-Mobile customer for over 12 years and just in the last 30 I was a victim of fraud and theft. The first incident occurred about a month ago when I purchased a phone secondhand to save some money (recommended by T-Mobile because they said I can get it cheaper than the store price). I activated the phone in person with a T-Mobile representative and they added BYOD insurance to my plan. 2 weeks later, the previous owner filed a claim with T-Mobile saying the phone was lost but clearly it was insurance fraud. I reported the matter to T-Mobile immediately and they said they will unlock the phone within 24 hours, so I can use it. A few days passed and I hadn't heard anything, so I called to follow up and they said the request to unlock the phone was denied. Very disappointing considering the circumstances. Subsequently, my only other option was to purchase a new device firsthand, which I did, putting me at about $1300 ($400 for the first device and now $900 for this new device). Again, I activate the phone at the store and everything is back on track. Four days ago, my car was broken into and my new phone was stolen. I notified T-Mobile and filed a claim with Assurant which is T-Mobile's third party insurance department. I paid the $250 deductible. A T-Mobile representative advised that it will take 24 hours to ship the new device to me. Yesterday morning, I reached out to Assurant and they said they needed a copy of my driver's license, so I promptly provided it. They advised they will prioritize the claim and the cutoff time for next day shipping is 7PM EST, which gave them about 12 hours from me providing my driver's license. I reached out to follow up before the cutoff time, and they said it will take an additional 3-5 business days to review the claim. So, it's looking like the claim process will take, at minimum, a week from the date I filed. Unbelievable!! I've spoken to management at both T-Mobile and Assurant, and they said the delay is system generated and they can't override it. T-Mobile says it's in Assurant's hands, and Assurant says it's in T-Mobile's hands. What's the purpose of paying insurance for several years, without having any claims, and once I need to file a claim, it becomes a nightmare of a process? T-Mobile does not have their customer's best interest in mind and I feel I've been treated unfairly. Their process is deceptive and unethical in many ways. I am now strongly considering switching carriers and I advise any T-Mobile customers in similar situations to do the same. If you're not a T-Mobile customer and you're reading this, definitely consider other options.