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
Phone upgrade issue
I am trying to upgrade my wifes phone online, and every time I choose "no protection coverage" the website resets and asks me again if I want protection. I can't seem to skip this part. I am being forced to buy something I DO NOT WANT OR NEED. I am going to assume this is a bug, and nothing nefarious. If anyone has a solution, please tell me. I talked to a rep and they had no idea what I was even talking about. If I had time, I would go in to a store, but I do not. Thank you for your time, Dan.VPN (SonicWall) will not connect over T-mobile 5G Hotspot
VPN (SonicWall) will not connect over T-mobile 5G Hotspot This vpn works fine with WFI but it will not work with the hotspot using A71 Samsung 5G phone with T-mobile service and extra downloading (paying extra but not using this because it will not connect to VPN) VPN software SonicWall VPN was working a month ago and then the phone did an update and immediately the VPN stopped working VPN hanging at acquiring ip I bought this 5G phone as a hotspot for work and now it does not work at all with VPN. :(
In-store Customer Service & Support, Negative 5 Stars, Thinking of Switching Carriers
T-Mobile used to have a US based support center, I think in El Paso, it was great. On several occasions calling 611, I was connected with the same agent, which never happens with any other company. This was a few years ago, pre-Covid, but I learned than that as a long time customer, I had VIP support, which included talking to the same agent if they were on duty. Those days are gone. At the end of the day, I don't care if support is in the Philippines, India, Costa Rica or Walla Walla, or whether or not English is their first language, as long as they are able to resolve my problem. My issue is slightly different, in Dec 2022, I "upgraded" my Pixel 3A , which has been fantastic, for a Samsung Gal A53, which I am disliking more and more each day. I paid ifor the A53 n full. Because of Xmas, it was 17 days before I was able do get back to the store in South Pasadena, CA to return/exchange the A53 for a newer Pixel or OnePlus, all of equal or higher price than what I had paid for the A53. The Store rep said I had missed the 14 day return period and he could not process the return, but also elevated it to the store manager who said his hands were tied and nothing he could do to override the policy, even for a 9 year, 4 line customer. Together we called 611/VIP cust serv, who indicated the store manager absolutely had the discretion to waive the 14/17 day rule, but the store manager continued to claim they did not. I asked to elevate this to the District Manager and was promised they would contact the DM that evening and I would be contacted. That was on Dec 27, 2 weeks ago, and I've have heard nothing since. Given this experience, if the DM did contact me now, I expect they would probably claim that it was now more 30 days since the original purchase and any return/exchange was past. FWIW, compare the in-store return/exchange policy with the more generous on-line purchase/exchange policy, which I would have been eligible for if I had used that channel and the level of idiotocracy just increases. @Jon Frieier (President US Consumer Group) and @Mike Katz (President, Marketing & Experience), can you hear me now? In the next week you are about to lose this 9 year customer to Verizon, where I can trade in all four of my phones for new ones with the new service I am going to establish there. And when it comes to calculating year end bonuses, I only hope that the bonuses to the South Pasadena,CA location and district manager reflect the loss of a $200/mo 9 year customer.
T-Mobile app keeps stopping.
This issue with the "T-Mobile app keeps stopping" has been going on for many months. About a month ago, I found out in this forum that t-mobile was aware of the issue & was working on it. It stopped for awhile & started again a few days ago. This is beyond annoying. I have tried everything I could think of - uninstalling the app, updating the app, reinstalling the app, rebooting after doing anything new, etc. At times my phone is almost unusable because the message pops up when I am trying to do something crucial - like making a payment to a medical provider. This can't be that difficult of a fix. T-Mobile - your response to this issue is unacceptable. When are you going to fix this issue permanently. I am tired of my phone being heldhostage to your dismissal of this problem & your refusal to make a permanent fix.
