A month ago we talked to a sales agent for over two hours to nail down a deal. We were rolling over 5 lines and swapping one old phone for a new phone. We were responsible to return the old phone and were promised a $200 mastercard gift card per line.
When the new phone and sim cards were delivered there was no information on returning the old phone and no gift cards.
I called today and sent an hour with technical support and then another hour with billing. After walking through our account details the billing representative told me we would get the gift cards if we switched to a higher cost plan.
Clearly a bait and switch. In the original sales call we covered in detail every aspect of the plan we were going to use, the trade-in for the new phone, and the per-line gift cards. Everything was completely clear between us and the sales agent. There was no confusion.
I said “bait and switch” to the customer representative and she hung up.
I’m planning to switch to another carrier as soon as possible.
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Here is my post…
I have spoken to T-Mobile many many times regarding their “KEEP and SWITCH” program. I signed up for T-Mobile on 8/21 after having been with ATT for 16 years. When I spoke to the rep on the phone regarding their promotions to come over, he informed me of several things.
I haven't asked for anything more than what I was told. I have been told that I would receive $800 per line for the 3 iPhones, and also been told that I would get the $966 per iPhone due to the rebate max being increased in June. I have several emails from the RCS center stating different amounts.
The latest email I received is below. I changed the numbers to iphone 1 - 3 and the submission ID and Tracking number for privacy reasons.
From: email@example.com <firstname.lastname@example.org> On Behalf Of RC Solutions
Sent: Tuesday, September 27, 2022 2:59 PM
Subject: RE: Keep and Switch [ ref:_00D80ashm._5002E21HCSv:ref ]
Thank you for reaching back to us, we checked and there was a new submission created on the same day please dont worry as we checked that the submission has no error's and it's on a Pending status.
Here's the details for reference.
Submission ID: not displayed
Tracking ID: not displayed
iphone 1 - $966.61
iphone 2 - $966.61
iphone 3 - $966.61
T-Mobile Business Care
T-Mobile Business Services Group
This has been a complete nightmare. I spent 16 years with ATT and left due to bad service. I didnt think it could have gotten worse. Boy was I wrong. I have spent hours upon hours on hold and speaking to many many folks at T-Mobile. I have come to the conclusion that its highly unlikely that I will be getting any “rebate”. I hope I am wrong. I really do think that T-Mobile has a great line up of services for the price and could be my forever home. I am cautiously optimistic. I am not her bashing on T-Mobile, I hope I am wrong. As of today we are 21 days away from the 60 day date. I did ask the rep today why it took so long for a “virtual” rebate to be provided? Apparently its a 3rd party who handles this and us being in the 21st century where everything is digital takes longer. Not sure I get it.
I think the staff at T-Mobile is amazing, I think their extra freebies and phone services are great. I just dont believe anything I have been told short of the insider and credit I did get.
I would advise before spending large amounts of money out of your own pocket that you get everything in writing. I started my services with T-Mobile in July with their home internet service. It worked ok, but not up to the speeds I really need. So last week I cancelled that. I was told I would get a shipping label via email. After several days it never came. I was told by the rep that I could take it to the store, so I did that… Waited in line for about 45 minutes to be told they couldnt take the modem that I had to return it via UPS. I called again to finally get a rep who actually processed the cancelation and did get the label within minutes. Its been a ride let me tell you!!! There have been other issues… Its reached the point that when I call in, the reps look over the notes and they just cant believe how crazy this has been.
Attached is the online portal showing the rebates.. .of which all 5 submissions have been denied.
I hope it works out and others dont have to enjoy the same experience. Fingers Crossed!!! I do apologize for the bit of “sarcasm”. Its the only way I can tell this without blowing a gasket.
Again, I am going to give them the benefit of the doubt and hope that this gets sorted out. I hope I am proved wrong!!!
The 5 submissions all look like this. I have yet to get any reimbursements. Like I said, I did get the bill credit for the fold and the insider discount. I told the reps that I am happy to give that up in lieu of getting what I was told I would receive.
wondering if you ever got any resolution on the above issue ? I’m having similar issue bait and switch and deceptive promotion.