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!
Phone upgrade issue
Ok I have ran into a problem that is about to cause me to go to another provider even if it cost me more out of principle. This is what happened I was talking to a rep about mt auto pay and changing my account and somehow she brought up promotions and trading in my phone. I explained that I have a old grandfathered plan and have worked hard to keep it paying case for all of my phones so to keep it. On top of it that last time they had a promo I could used which was trade a eligible phone at Apple and show proof of trade and that I was staying with t mobile that I would receive a $200visa debt card in the mail, and just to add I had used this same program successfully twice before but for some reason the last time I never received it and after at least 10 hours on the phone with them being promised every time that it would be fixed it never was. I gave up out of frustration but I at least still had a really good plan. She tells me well since that happened and you had been with us for many years she would get me the trade in promo where I trade in my Iphones and get to upgrade to the new 16 pro at no cost after bill credits while keeping my plan the same. She would just need to have her manager override it in three days and I would have my new I phone 16 pros on the way. ( I had a paid off 14 pro and 13 I was trading) I said that would be amazing and it would be like a early Christmas present for me and my spouse (The only Christmas present we would get because its been a hard year) I was so excited and told my spouse and everything . Now she never calls me back on the 12th as promised to set up and I've ben told three times now I would need to wait 48 hours for them to escalate this but basically told me no I could not get that even if I was told it. So not even the reps that escalate it tell me they will call me back and never do like promised so I need to call. Today a manager tells me she is going to handle it by getting the first rep in trouble and I still could not have what was promised. So I say so now you are just making me feel worse for complaining getting someone in trouble and you still are telling me I will not get what is promised. She says yes and I say I don't want to get her in trouble and you just made the situation even worse because I am not only not getting what was promised but you are telling me how you are going to get this rep in trouble for me, when I don't want that. Now she says she needs a week to see if she can do anything. I tell her that this is now the 3rd call back for the same reason and I need to call back every time because I don't get called back as promised and it sounds like I am not getting it anyway based on what you are telling me. I've never been so unhappy and am trying to find somewhere else to go so I can get this present I told me spouse about and out of principle. I'm even sad because I like t mobile and all I did was get someone in trouble with nothing to show
Unable to upgrade/purchase phone online.
Anytime I go to try and upgrade or purchase a new phone when I click check out it always gives me an error or oops, were having technical difficulties and to try again later, I have tried multiple times in the last few weeks and get the same error message every time. Does anyone have an idea of how to fix this problem?
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.
Online shopping - "couldn't process your payment"
I am trying to purchase a phone upgrade and have added my selection to my cart. At checkout I get the message "We couldn't process your payment" as shown in the attached photo. This is a confirmed issue with T-Mobile. I have made purchases with this card just prior to and after making the purchase attempt from T-Mobile.Attempts by both web and via the app give the same message My card has no holds, denied charges, and over 20k in available credit. All confirmed by calling my Capital One Venture X card support Capital One showed that an attempt was made by T-Mobile for $0 though the due amount shown at checkout is $120. Clearly a disconnect between the checkout page and the charge requested by T-Mobile Yes, I can use a different card though the Venture X offers Phone insurance if the phones are purchased with it. Also, in looking at posts from a year ago similar issues were reported with different cards. I called T-mobile support and they offered to try to process with a representative, however that would cancel some of the benefits of purchasing online as promoted by T-Mobile. example - $35 fee cancelation per phone upgraded and the way the phone credit is distributed to be applied completely to the upgraded phone cost.
What the heck is credits on the account?
So, I went to upgrade my phone and get the trade in value of only $300, but to upgrade it is going to cost me $700! That is just one phone to upgrade. When I called to find out what is the benefit of trading my phone in when I am only getting $12.50 credit each month then have to pay $700 to upgrade. I was told the reason it is $700 to upgrade is because I don't have any account credits? And, they use credits to lower the cost of upgrade, and you get them from paying your bill, payments on your things, etc My bill is current and not due till tomorrow….and I only have one device I am still paying for...How in the hell do I get more credits so I do not have to pay $700 to upgrade! WHAT IS THE POINT OF TRADING IN MY PHONE AT THIS POINT! I could sell it on Facebook for $700. The worst part about all of this is that I can switch all three of my phone lines two of the likes with the Galaxy S24 Ultra and one with the iPhone 15 and it is only going to cost me $380 to switch, and they are giving me $2800 for a trade in for all three of our phones. I switched to Sprint now t-mobile bc it was cheaper and a hell of a lot easier to upgrade then Verizon, but that isn't the case anymore. It looks like I will be going back to verizon to suffer their incompetency, but at least I can upgrade for a reasonable price.
