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 asit 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 purchasenew 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) - wewere up sold a whirlwind of complicated promo dealsbased on sales promotions pressured by the store sales reps. These new promosrequired adding a new line, trading in a iPhone XR, and upgrading to the Magenta MAX to receive a BOGO phone offer & receive aSamsung 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. Claimingnow we would not only get the 2 phones, we'd get an extra phone and extra earbudsfor even LESS than the $66 we were willing to pay full price for,after thecredits were appliedon the account monthly. At checkout in the store, notonly were no earbuds insideour 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 wasover $100 more than agreed,plusthey turned off our Netflix & our HotSpotstopped 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-draftedfrom our bank just as it had on our account for 7 years, never once being late. After months of overcharges myhusband tried to call on my behalf while I was still on a ventilator knowing the company wascharging 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 wasaware that errors were made & promised a called back from a supervisor. One did call me backand 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 againauto-deducted for the erroneous overcharges of$325 month charge AGAIN the next month, now a total of $700 of overpayments. Once again this2 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. Isimply 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 mophone 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-nillyincreased 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 TWOlines to be eligible for the free BOGO iPhone. Why in the world would I do that? I already haveone 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 wouldagree to paying $50 per month per line x 2 toadd 2 lines on our acct that we don't use? Sure let's add $100 wastefully onto the account per monthwhen 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 infoname "EsmileDwayneE" by text after each call, claiming you can reach them back butyou 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-payand now immediately a text comes through that my "bill has now increased an additional $25" since my $25 bill credit I've received for thefor past 7 years,will no longer apply without auto-pay.
Lied to about promotion
On December 4, 2022, I went tomy local T-mobile store looking for promotion deals to see if I could get a trade-in upgrade for my wife's phone. After talking to one of the employees about their current deals, they employee promised me that if I switchfrom my current plan Magenta to Magenta MAX that I would get a $800 trade-in credit towards an Iphone 14. I told her it is a great dealand was baited into switching my phone plan. She made the switch official that day (Dec 4, 2022) and told me to come back on December 6, 2022 to make the trade-inbecause the plan swapwouldnot be effective until then. When I arrived 2 days later on the 6th, I was told that there were no such deal by another employee and the current plan they currently offer is a $400 trade-in credit. Long story short, I end up reverting my plan back to Magenta and was charged for the Magenta MAX plan although I only had it for 2 days. Next time before making a switch, I would ask for a written contract. This is absolutely unacceptance and no one should be charged $40 more due to incompetent employees/false promotions.
Promoción de Costco
I purchased 2 iPhones in a Costco kiosk back in April. I was told that I would receive a $75 promo card per phone, and as of yet, I have not received it. I did receive a cryptic text about 6 weeks ago, stating it would be arriving. As of yet nothing. Anyone else have this issue? Were you able to resolve it?T-mobile lying to to customers
T-Mobile is lying to customers! I've been with T-Mobile for over 10 years w/business plan. I recently called to check for an upgrade and offered two new iPhone 16 pro for free w/trade in and delivered overnight while keeping my plan rate for $115. a week later, the agent apologized and eventually, I got the new device and + a $290 monthly bill 2 days later, when calling to customer service and sent them proof from this agent about my plan upgrade, they stated via email that this would be my rate plan, they refuse to honor it and says "they will treat this as a disciplinary process" while still trying to charge me three times the plan I offered. They left me no choice but to return the new iPhone, cancel all four lines, and look for another carrier. This is not the first time T-Mobile agents have liedover the phone, and the billing charge seems different - this is why I asked for a written cost by email, and even then, they can't honor their word, so goodbye, T-Mobile. I feel bothered when you waste3 hours over the phone and plenty of my energy!
T-mobile refusing to give me my credits from a promotion I qualified for
Just a heads-up, this will be very long. Don't know how to tldr In late May, I decided to migrate from sprint to t-mobile because there was a running promotion that stated that I can receive a free Galaxy S21 in the form of $800recurring credits over the span of 24 months if I opened a new line (didnt matter which plan) and traded in an eligible phone that would qualify for them. So I went with my brother to a local t-mobile store to trade in my S10 and his iPhone X; both phones qualified for the $800 trade in promotion. My brother is the account holder and has been a loyal sprint customer for something like 5 years at this point so his account was in good standing, therefore he qualified for the promotion. My brother had to mail his phone out for the trade-in because it wasn't fully paid off but in the end, we both received the S21's at the store. The problem, however, was that T-Mobile sent the mailing kit to our previous address (we had moved a few months earlier) and it didn't occur to us until about 2 weeks later. My brother went to the store to inform them of the situation but they said they couldn't do anything on their end because his PIN wasn't working or something, and that in order to reset it he had to wait 30 days. He waited 30 days and went back to the store, same issue, only this time the staff couldn't even sign into my brother's account because they were getting the same errors we were getting when trying to access the site ("Whoops! Looks like our wires are crossed!") At this point we've noticed that we're being charged for each of the phones. I call customer care and I learn that the promotion was never applied to the account. They told me because one of the 2 phones weren't traded in, the promotion didn't take effect on any level. So I traded in my s10 for free essentially. However, after lots of back and forth, they finally applieda lump sum of $350, which will be part of the $500 in credits I'll be recieving for theCURRENT trade-in promotion, instead of the $800 in credits I was supposed to receive from the promotion at the time (late may). Keep in mind, the current $800 trade promotion requires you to start a new Magenta MAX line, when before the magenta type did not matter. Customer caretold me the promotion I was talking about was available only for 1 day, and that it was a typo on T-Mobile's end. I did a lot of research before going through with the trade in and that particular promotion was being talked about A LOT on forums and on Redditfor a couple of months, so what the supervisor from customer care was telling me was blatantly untrue. Not only that, but I can see the promotions from previous dates on Wayback Machine! I'll post the links, and even attach some screenshots. 1. This is what the CURRENT promotion looks like: https://www.t-mobile.com/offers/samsung-phone-deals Note the "MAX" 2.This is what the promotion looked like when I applied. https://web.archive.org/web/20210523051210/https://www.t-mobile.com/offers/samsung-phone-deals Note the absence of "MAX" 3. As a reference, this was the ORIGINAL promotion from February. https://web.archive.org/web/20210208034631/https://www.t-mobile.com/offers/samsung-phone-deals Note the absence of needing to activate anew line There's a pattern. As time went on, the more stringent the promotion became. I understand that my brother should have been more preemptive on his end, but I get the short end of the stick here because I traded in my phone hoping I'd be getting recurring credits for 2 years that would essentially be paying off the S21, but instead the lump sum I received will be going towards the entire phone bill, and will cover the total cost for about 2 months, which means I still have to pay off my S21 for the remainder of the 24 months anyways. The fact that all of these agents and that one particular idiot of a supervisor keep telling me that that promotion never existed is infuriating me. What can I do? Can i file a claim or something? I feel misled, cheated,and taken advantage of. Thanks in advance to anybody who decides to help
Canje
Called T Mobile since the virtual MC they sent wouldn't work. Told me they would help me transfer it to my bank. There was a lot of distractions and I couldn't hardly understand the representative. I messed up and put my bank routing number in both spaces and didn't put my account numberon it so any idea what happens?
Disheartening Experience for Older Loyal Customers
I called oct 8th and I spoke to Lei.Iexplained my situation to her which is the following.Ihave been a customer for about 7 years, on march of 2018 Ibought an iphone X full price with them and paid insurance for about 3 years. Ihave never missed a payment and my plan is one of the older ones. my phone's battery started swelling so it is now a fire hazard, thus Iwant to upgrade my phone. She told me about the prices that they currently have for iphone 14, 15, and 16. The iphone 14 is 729.99 full price but newer clients with a newer plan get the iphone 14 for 300. Now Iexplained than me being an older client have contributed more money to the company compared to a newer client of say 2 years. She said she understood my situation and after talking for a while she "requested" to her supervisor a discount to see what was the best deal that Icould get on an iphone (13-16). She included 3 options in the request, or so Iwas told by her... The callback would include the best prices they can give to an older client like me with discounts. She told me and promised, actually promised, that no longer than 48 hours Iwould receive a call and Inever did. So Icalled them today (oct 12th) and they had me 1 hour and 10 minutes on the line. the new sales representative, David, did not acknowledge the request made for promotions until the very end but he never gave me the options that Lei and I came up with, so I am almost sure he lied to me and the request never happened. He kept going in circles about things that Irepeatedly told him i did not want. Iwanted to hear the offers of the discounts she requested, or hear him say no, the request never happened or even that it was denied. He could not say that.When asked if the call was being recorded he did not acknowledge it either. Iunderstand that tmobile wants to make money, obviously, but Iam not trying to get a free phone Ijust wanted to hear the best offer the company can make to an old client like myself on an iphone. Iwas promised a call with the answer from the request that never happened. If you are not going to give any promotions, say so from the beginning, why lie like that? Isn't that supposed to have legal repercussions? Tmobile would not even offer 10% discount on the 729.99 price of the iphone 14. Afriend had the same situation in verizon with an iphone 6, and she got an iphone 14 of 512gb for 300. It seems tmobile would rather lose clients than to offer them a fair promotion. Being loyal with them long-term means nothing to the company. My case number (given by David) is: ADOLAC334. In there you can go through both of the call recordings (David said with this number you are able to access them) where the empty promises are made and how tmobile only keeps you in a circle in hopes you desist. Again, Iwas not being irrational asking for anything free, I simply wanted to hear what promotions they had for a loyal customer, apparently none. Once David acknowledge Tmobile will not give me any discount on any iphone model, he changed to be quite rude and hung up.
