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Nidom
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Joined 2 months ago
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Sold a promotion that I’m now told I was inelegible for!!
I was a previous customer of Sprint for 18+ years before they merge with T-mobile. I was grandfathered into theplan I was on with Sprint (Unlimited Freedom) which included 1 free line. I was very happy with the plan and didn't want to change it. Last week I called to upgrade my husband's line on my account and was told that if I switched my plan to 5Go-G I would save a lot of money andI could get my husband the Galaxy S24 Ultra with $800 bill credits, if we traded in his "eligible" Galaxy S21 AND I could get the Galaxy S24 with $1000 bill credits, if I traded in the Galaxy A11 which I have on a different line. All of this, I was told I was eligible for all for switching to the 5Go-G Next Military Plan. Then I was told I could also get the iPhone 16 Plus completely free (after bill credits of $1000) if I traded in my iPhone 12 Mini. I was told I would NOT get any trade in value for the iPhone 12 Mini or the A11, but would still need to trade in the phones in order to qualify for the promotion. So, despite my initial gut feelings, I decided to switch my plan and upgrade 3 phone lines all at the same time. This is when all the problems started!!! My biggest issue not is that the third phone, Galaxy S24 with the A11 Trade -in did not get delivered on time and I received a text today from T-mobile saying I am no longer eligible for the promotion because it expired. WHATT????!!! After calling and speaking to a tier 1 representative and a supervisor for over an hour, the supervisor informed me that the Galaxy A11 wasNEVER eligible for the free Galaxy S24 I'm the first place!! He said there are no other promotions available that include the A11 and there's nothing he can do, but have me send the phone back. I was assured, "Not to worry Mrs. … rest assured that if this phone does not get delivered BEFORE the promotion ends, my supervisor has already found another promotion that will start right after this one ends and you will still qualify for the free Galaxy S24 for the line ending in…" A member for 18+ years and I've NEVER had to write a complaint. I've called over 20 + times today and they swear T-Mobile does not have an Escalations Team, I know T-Mobile does! It is time to make escalations more readily available to their so-called "valued customers". I am NOT feeling very valued right now.47Visto1like1Comentario