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kalpesh_jain
Network Novice
Joined 6 months ago
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Dont relay on what customer care representative is saying. How to escalate this matter.
Hi, I have purchased 3 devices on contract from T-Mobile on Jan 14th, with the promise of receiving an $800 credit over 24 months. The account was initially in the name of Sonal Ramani, who is my cousin. I already had an existing account with T-Mobile and upgraded my plan to Go5G Next. During the phone order with a T-Mobile customer care representative, I was assured that I was eligible for the $800 credit with the Samsung Galaxy S9 device. Subsequently, I contacted customer care to inquire about a 15% discount promotion for Walmart employees, as I work at Walmart. The customer care representative informed me that I needed to transfer the account to my name in order to receive the discount. I specifically asked if this would affect the existing device promotion and was assured that there would be no changes to the existing device promotion as long as the plans were not cancelled or changed. The representative even stated that she would manually apply all promotions if necessary, and the entire conversation was recorded. Following the transfer of the account to my name (Kalpesh Jain), I have encountered difficulties in applying the $800 promotion to all three lines. I have made numerous attempts to contact customer care, only to receive conflicting information. Some representatives claim that I am eligible for the $800 promotion and just need to update the plan, while others insist that I am only eligible for a $400 promotion. Despite updating the plans as suggested, no one is provided resolution. This inconsistency in responses from different customer care representatives is highly frustrating. I have wasted significant time and effort trying to resolve this issue, and it is disappointing that the promised promotions are not being applied as initially communicated. I am seeking a prompt resolution to this matter. I expect T-Mobile to honor the agreed-upon promotions and credit my account with the promised $800 for each device. As a loyal customer who has upgraded to the Go5G Next plan, I believe I am entitled to these promotions. While I understand that mistakes can happen, it is crucial for T-Mobile to rectify this situation promptly and ensure that the promised promotions are applied to my account. I have already invested a considerable amount of money in these devices and associated plans, and I should not have to face additional complications in receiving the credits that were agreed upon. I request that T-Mobile thoroughly review the recorded calls to verify the promised promotions and ensure that they are applied correctly to my account. Additionally, I expect clear communication from customer care representatives regarding the status of my promotions and any necessary updates to my plan. I sincerely hope that T-Mobile takes this matter seriously and resolves it in a timely manner. As a loyal customer, I have placed my trust in the company and expect to receive the benefits and promotions that were promised to me. Thank you for your attention to this matter.