User Profile
jay8228
Newbie Caller
Joined 4 years ago
User Widgets
Contribuciones
Trade in bill credits CANCELLED?
Hello! I had two voice lines that had a eligible trade in promotion to upgrade to Samsung S21 by trading old phone (S20 FE). The promotion was to get up to $800 trade in credit for certain devices…S20 FE being one of them. I verified with a customer rep via the tmobile expert hotline that I was eligible. I only had to pay off my existing EIP device (which I did) prior to signing up to the promotion. Some time later, I received the new phones, traded my old, and system receives and processed trade in credit and I received my credit. Then months later…the system REMOVED the bill credits. I've been with several "TMobile Experts" for months now, but everytime they tell me a different with a excuse because I honestly believe they're looking for any way to justify the promotion removal. Iam told "You had a previous EIP, so you cant stack" Not True…it was paid off. "Oh your lines are free. You cant stack" I checked and guess what, 2 of the 4 lines were free and it was exactly where the trade in phones were activated on. So here is my frustration: Why did the customer rep review my account and say that I am eligible??? How can I trace this call back to prove that I was made an incorrect promise? Why would the system tell my that I am eligible and even give me bill credits for several months before removing?!?!? Why did the Trade In Accept anything before verifying???? Now they TOOK my old phones and REMOVED my credit. T-Mobile has double dipped by removing the promotion and received a free phone. Best of all, their reps read me a terms and condition that I can't have my old phone back and offered no other solution. I've only been a customer for several months…but I have to fight for every promotion and tmobile backpedals on everything because all your promotions are convoluted. I've had multiple encounters for my first activation/sign up promotions which did get resolved…but was pulling teeth. All of these things…feel like T-Mobile is constantly doing BAIT AND SWITCH. Their customer representatives are courteous and nice and they try to help as much as they can…but your policies and the way you do business is shameful.3.5KViews2likes9Comentarios