Tag:"promotion lost" | Comunidad de T-Mobile

Tmobile lost my trade in and is not honoring trade credit.What can I do?
I shipped the trade in to T-Mobile, the tracking says it was delivered. I called them to ask about my trade in credit and they said they never received the phone. I provided them the tracking number and the email saying how much my trade in was approved for. They are now only offering me $80 from what was supposed to be $380. What are my options here? I’ve been a T-Mobile customer for a very long time with 6 lines and multiple new phones on payment plans.
Eromero
2 months ago Place Accounts & Services
6.5KViews
4likes
19Comments
UPS lost trade phone
Desperate here. I did everything I was ordered to do by T mobile. used their shipping label and shipped it via USPS. long story short it’s missing. talked to the customer service. As you can imagine all I hear is same thing like parrot. “ma’am, we didn’t get the package we can’t honor your trade in value.” Now I got the message that they will stop my trade in credit. because I didn’t return device. what should I do? Of course, I have receipt and everything. I don’t want to talk to that dumb customer service robots anymore. anybody know where I turn to now?
jinjenk
6 months ago Place Accounts & Services
2.3KViews
0likes
24Comments
How Can T-mobile get away with Stealing & NEVER resolve issues, only promising to have a Supervisor Call back but Never Do?
Wow! T-mobile is a bunch of thieves! It seems they are known to make deals in store and sell promotional offers that never seem to translate to your bill. Then they claim those offers never existed & meanwhile you are out your equipment you previously traded & now have lost the unlimited phone plans you had been grandfathered in using for previous 7 years. Only to be unable to get any manager on the phone to return your call as promised by the reps you have repeatedly wasted HOURS with on the phone! Run don’t walk - RUN away from such unethical practices! I am no reading many similar stories here online exactly as it happened to me AFTER I’ve been with the T-mobile company for 7 years + already. My account was on a set-it and forget it but we went in to purchase new phones at Christmas. Instead of simply allowing us to buy 2 phones billed full price at $33 each per mo (to increase our bill $66 each month total) - we were up sold a whirlwind of complicated promo deals based on sales promotions pressured by the store sales reps. These new promos required adding a new line, trading in a iPhone XR, and upgrading to the Magenta MAX to receive a BOGO phone offer & receive a Samsung Galaxy phone discount (that we weren’t even really interested in along with promotional earbuds that we knew we would never use) but we were told that this was a no brainer, since tiding their special promos, our bill will increase only $53 instead of $66 as we intended but with the promos. Claiming now we would not only get the 2 phones, we’d get an extra phone and extra earbuds for even LESS than the $66 we were willing to pay full price for, after the credits were applied on the account monthly. At checkout in the store, not only were no earbuds inside our bag, we were charged for them on our first bill which had no promo credits and had increased $160 per month to $325. It doubled. This new bill drastically increased and was over $100 more than agreed, plus they turned off our Netflix & our HotSpot stopped working in this “plan upgrade!” Unfortunately I was hospitalized with Covid immediately after Christmas and the overage billing went on for months while I was unavailable to reach out and it continued to be auto-drafted from our bank just as it had on our account for 7 years, never once being late. After months of overcharges my husband tried to call on my behalf while I was still on a ventilator knowing the company was charging more than we were promised and we received far less than promised. They would not give him access to the account to discuss. After 5 months I was well enough to tend to this matter on my own & inquired why I was being over charged for both all new iPhones with no promotion credit being applied and why I was being charged for the two earbuds that were not received & my plan was increased for no benefit & I’ve now paid $500+ in overpayments! it took repeated phone calls but in June a rep was kind enough to walk through the entire mess and was aware that errors were made & promised a called back from a supervisor. One did call me back and claimed they will take care of the errors and we itemized the over charges but promised another call back 24-48 hours to determine the exact amount of the credit. I never received that call back and instead of receiving the near $600 in overpay credits, I was yet again auto-deducted for the erroneous overcharges of $325 month charge AGAIN the next month, now a total of $700 of overpayments. Once again this 2 hour phone calls wastefully took all my energy for zero delivery on promises. It was ultimately a literal waste of my breath as I meanwhile still fight through physical therapy after months living on a ventilator machine. I simply want to stop wasting my time calling T-mobile for empty promises. I called the next month again & reached another rep in July 2022 who escalated to a supervisor who called back after 24-48 hours only to advise me 7 months later that I am not eligible for any of the promotions promised. That supervisor told me those promotions didn’t even exist! Which I know is untrue because I looked them up online inside the T-mobile store at Christmas time to ensure I was not being made empty promises. These were real promotions that really existed on the website and we really complied with all the details to be eligible. I asked why I would have given them an iPhone XR then, and changed my plan from an $160 phone plan (already an unlimited plan) up to a $230 per mo phone plan only to receive ZERO phone promotions? This holds no logic. Apparently they think I just gave them a iPhone device for no reason & willy-nilly increased my plan just to also pay full price for both iPhones and pay full price for ebuds I never even received. Then was told I would have really needed to add TWO lines to be eligible for the free BOGO iPhone. Why in the world would I do that? I already have one line sitting on our account that is complete unused with ZERO DATA or zero activity used each month. This is a completely unneeded line that is so unused I don’t even know it’s phone number & have repeatedly desired to have it turned off. Yet these reps think I would agree to paying $50 per month per line x 2 to add 2 lines on our acct that we don’t use? Sure let’s add $100 wastefully onto the account per month when I could have simply bought both phones outright at full price for $33 each per month? This makes no sense. And apparently I threw in giving them an phone XR to boot, just for fun? C’mon. Finally understanding that nobody would agree to this and it’s very obvious that I was promised something different, I was adamant to speak to a supervisor that could review the previous calls to complete the promises previously made or to find my check-out paperwork that would summarize the promotions and plans that I agreed to in the store. I was promised a call back in 24-48 hours from a supervisor and still have heard nothing back. They get away with empty promises & you can not even reach these representatives back after they fail to deliver their solutions as promised since all they do is message you their contact info name “EsmileDwayneE” by text after each call, claiming you can reach them back but you absolutely can never reach them back & they also do not call you back as promised - so instead nothing gets resolved and you continue paying indefinitely a wrong overcharge amount on auto-pay. Until of course, you finally remove your account from auto-pay just as I finally had to do - in order to stop their license to steal. With T-mobile having access to draft my account on auto-pay and their ability to charge any amount they desire without upholding the promotions they promise and adding new lines that are unused, stealing old devices without any credits, and adjusting to more expensive plans - they have taken upwards of $700 too much from my account and will not follow through to rectify. My only recourse was to remove their access to auto-pay and now immediately a text comes through that my “bill has now increased an additional $25” since my $25 bill credit I’ve received for the for past 7 years, will no longer apply without auto-pay.
CJH-Jordan
6 months ago Place Accounts & Services
3.1KViews
12likes
17Comments
Traded in iphone 12 mini and tmobile claims it was damaged
Traded in my Daughter’s iPhone 12 mini in near perfect condition (I know because I’m the one that transferred her data over to her new phone, wiped down her old phone, left it in its case, and then packed and shipped it myself) only for them to claim they received the phone damaged. In the pictures they provided her case isn’t on the phone anymore and the phone has fingerprints and grime all over the screen. Like I said before, I cleaned the entire phone before packing. It was clean all around, not a fingerprint on it. So now, instead of the $999 credit, they’re offering me $43. What a complete scam!! Something is not adding up.
Sighhhhhhhhhh
6 months ago Place Upgrades & Orders
115Views
0likes
0Comments
Trade in Issues
I got the iPhone 12 pro Max and traded in my iPhone X for the $830 promo. I mailed my device on November 24th, walked into the post office and got a receipt for proof I dropped it off. I got the return label directly from a T-mobile store since I couldn’t print it at home. I kept the customer copy as well. It’s being shipped to Assurant in Texas but my tracking number hasn’t been updated since December 2nd. It was supposed to arrive Nov. 30th but got pushed back due to holidays I’m assuming. It needs to be returned by December 20th so now I’m getting paranoid. I’m calling them tomorrow and asking if it would still be honored even if the package got lost. It’s not my fault since I did everything correctly. Also all the links on the T-mobile website and app are useless! They just take me to the log in and that’s it. So frustrating! I wouldn’t have switched over if I knew they’re this unorganized. anyone have any similar experiences? I can’t open a claim with the USPS since I don’t know the exact address it’s getting shipped to. My fault for not taking a picture of the label. I just know it’s the Assurant in Lewisville, TX 75057.
Solved
Arual_RY
8 months ago Place Accounts & Services
9.4KViews
2likes
16Comments
Warehouse "never received" my trade-in device
I used the trade-in offer for my Iphone X 64GB for the IPhone 12 Pro Max in retail, which the product was mailed to me a week after. The same day that I received the new phone, I had dropped the trade-in phone (IPhone X) to USPS. On December 2, my tracking depicted that it had arrived at the warehouse. A week later I never got the rebate I was told I would receive and I decided to call them. They said there would be an investigation in which 5 days later (December 10) I received an email that they did not have any information that they received the trade-in. I clearly did return it, so what am I supposed to do now. I am still receiving messages that I have to return the phone despite messaging the team multiple times. All their responses were to wait. This is making me go insane.
Solved
inahmallari
2 years ago Place Apple
9.5KViews
1like
45Comments
Créditos de promoción
Anyone else have issues with promotional credits being removed after the sprint merger? Mine were removed in April and after many phone calls and talking to several agents. Several who confirmed my old phones had been returned and several who said they could not find the returned phones. Point being, anyone feel like they get nowhere with customer service?
Rbarr
2 years ago Place Android
88Views
0likes
0Comments
Phone Trade in Credit through Sprint not be honored by T-Mobile due to lost iphone!
Here is the nightmare scenario last January in 2022, while I was with SPRINT we took advantage of the trade your iphone in and upgrade to the iphone13 deal with up to $800 credited towards the iphone 13. We received the Return Phone Box in the mail and shipped iphone 12 for 1 line, but on my line 1 gave my 12 to my son and traded in an Iphone 7,X, and 11 (3) phones for my line, as I was told I could do that. I received word back that the X was water damaged so no credit for it but the 7 and 11 would be credited for $800 on my line. The next month the bill shows the credits for 1 line but not mine. I called and have text transcript of me complaining on 2/26/2022 with CSR, that I was missing credits for 1 line and I was told the credits will appear on next bill. I then lose my new 13 on March 17th, it says its in my house on wheres my phone app but never find it and go phoneless a month before biting the bullet and paying insurance deductible of $200 for another iphone 13. Turns out once that claim was filed for some reason SPRINT cancelled the $800 credit for that line which was like $26.67/month., and instead begins charging me $26.67/month as if I never traded any phones in. We are on a family plan with 6 lines of service and my portion of the bill has historically been equivalent to our water bill so I just paid water bill knowing phone bill was taken care of. At this point SPRINT had the policy where only the main account holder had access to the bill for “security purposes”. Then in January of this year service gets “ migrated “ to T-Mobile and I am able to review my portion of the bill. I notice that Ive paid $400 towards iphone 13 that should have been paid off once I paid $200. I see that Im not being credited for trade ins. I call T-Mobile and after getting the run around for 2 hours on hold I’m transferred to SPRINT rep. Even though its supposedly the same company and nothing has changed blah blah blah. SPRINT agent sees the error, and believes it occurred when I filed insurance claim, but says the account was closed on SPRINT side nothing they can do. Get told they will contact T-Mobile to fix and I will receive a call back later that evening. Surprise no call back the second time they have lied about calling me back. I call T-Mobile have to go over everything again get transferred to “Account Specialist” who says sorry theres nothing I can do for you at this point because its been so long I can only see your bill history to August 2022. I say well thats better than my end because it shows me all the bills but I can only go back to Jan. 2023 a whole 2 months. He proceeds to steady tell me there is nothing they can do or anyway to credit my account, because it will just bounce back in the system. I say NO you need to honor the agreement, I say connect me back with the Sprint rep. the other day who could review the data. He says no problem and connects me to another T-Mobile Rep. Really Come on Man….. T-Mobile Rep says they will call me back later today as issue has been escalated. I’m pretty sure I wont receive a call today 4/20/2023. As far as my credits go who knows rep told me I could upgrade to another IPhone , seriously the Iphone hasn’t changed from X-14 oh its got a better camera let me upgrade to the ICamera 14 woo hoo, and you want me to pay for your mistake!
GFlash
2 years ago Place Accounts & Services
283Views
0likes
0Comments
Trade in device dropped in usps but wont show status update
I purchased a new iphone under trade in promo program. I returned my old phone( basically 2 months old) packaged using the tmobile provided return label that was going to Asurion. I dropped the package at USPS and kept the smart label tracking number. It has been 14 days but the status of package is not updated on usps. It says Label Created, not yet in system. At this point, I have no clue how should i track my package. I received a final reminder email saying I have until Dec 18 to return my device or I will loose promo credits. I see lots of people have had issues with device return exactly same way and have contacted usps and tmobile both regarding the same but no feedbacks. Please advise next steps.
Solved
connecttorojen
3 years ago Place Accounts & Services
2.8KViews
0likes
11Comments
My trade in lost at the store
The phone was traded in in Camp Hill, PA and all documents were sent electronically. The locate my phone feature was forced off at the store. The phone credit was never applied to account and it wasn’t noticed until the bill came through. Once I looked at all the documents there was not record of the phone being turned in. Was this phone stolen by an employee at the store? Also receiving not help from chat, phone customer service or the store. Can I report this phone stolen? It was 100 % turned in to the employee at the store. Please help!!
Brady2483
4 years ago Place Accounts & Services
590Views
0likes
3Comments