Free Iphone 7 trade up deal from Sept 2016.  STILL NO CREDIT!

Did anyone else do the free iphone 7 if you trade in an iphone 6 last September?@  The promo was that your phone was free, and that you'd get statement credits each month so that you didn't pay anything for your new phone.  Also, if you traded in a 5/c/s you'd get credits so that your phone only cost you $250. Here's a link to an article about the deal and a screen shot of the promo from the t mobile site.


T-Mobile's free iPhone 7 offer will end this Sunday - TmoNews


Well, I did the deal with 3 phones but I am still trying to get my credits!!  I don't know if T mobile thought I wouldn't notice, but they continued to bill me the EIP and I received no credits.  Unfortunately for me, I didn't notice until about May 2017.  I've been trying to get the issue resolved, and get what I promised ever since.  Is there one out there who can help me, or anyone at t-mobile who would talk to me about this? I've spent more hours on the phone than a care to quantify, and though I have received some credits on my account, I still haven't received what I was promised.


Best answer by tmo_chris 19 August 2017, 18:11

View original

30 replies

Same issue with me regarding the credits for iPhone 7. I have been calling numerous times. Over time have received some of the credits. $194 in credits still are outstanding.

Again called today. Now the phone reps are just repeating that T-Mobile One plan was a requirement for the offer inspite of me saying I have details of the offer (iPhone 7 & iPhone 7 Plus are Coming to T-Mobile! | T-Mobile Newsroom))

The earlier phone conversations with reps is suddenly not available - it's like talking to a wall.

Can someone help get me the credits that was due?

I highly suggest everyone continue to fight this issue. Each one of you should have signed a contract at the T-Mobile store the day you took part in this trade-in promotion, and that contract clearly states what you have to pay, and what T-Mobile will be paying for. In September 2016 they sent every customer emails about this promotion. "An iPhone 7, ON US when you trade in an iPhone 6 sign up for a 24-month financing agreement". CHECK YOUR OLD EMAILS!

Also, I recommend being LOUD on Twitter and Facebook. You need to keep bringing their attention to this matter. It is outrageous that they can try to make all these customers feel crazy and like they did us any favors. YOU GUYS MADE THE PROMOTION, NOT US! I strongly urge everyone to continue pushing this matter and to get what you were promised. 

I just found out that although I was told I was 100% eligible for this promotion, I was only given a partial trade in value for the iPhone 6 PLUS I gave them for a new 7. So every month they were secretly charging me for the 7 I got, but when I called them to ask why my bill was so high they said that that’s just how much my service costs and I’m NOT being charged for the phone. Why would I agree to trade in a 6 PLUS in perfect condition that I paid 1000 dollars for, only to get about 400 dollars for it?

Upon calling the T-Mobile customer service center this week, I ultimately got connected to a supervisor that said if I have proof of the original email I received from T-Mobile regarding this promotion, or a letter from the store that I completed the trade-in, validating this was a REAL promotion, I can get credited the remaining amount I am owed.

This supervisor did also say that "they don’t have a promotion of this type in their logs. They would NEVER give away iPhones for free". Trying to make us, the customers feel like we're crazy, yet I don’t think I hallucinated this promotion if there’s a whole forum dedicated to it on T-Mobiles own website. Terrible customer service. Keep fighting! I certainly intend to.

Userlevel 4
Badge +9

In order to investigate your issue, your best bet would be to reach out to T-Force via Facebook or Twitter to investigate your account and find out what happened.  Direct them to the link above if they have trouble pulling up the particular promo. 

I do have to ask, were you on the T-Mobile ONE plan at the time you made your purchase, or switch at the same time?  Were your phones purchased on EIP or JUMP! on Demand?  Also,  was your account in good standing for at least the 2-3 billing cycles after your purchase? 

Has anyone found a solution to this?  Because I’m so sick and tired of hearing them say they had no promotion going on at the time because they sure the heck did.  I’ve contacted the bbb anyone else that could be contacted?

I have the same issue! Called T-mobile representative and she said that it was a mistake, but because there is only two more payments left they cannot do much at this point and if I had realized it sooner then they could have dealt with this issue at the time. I understand the money won't be refunded for being billed for all these months, but it should be credited toward my account for future billing. My family has been with T-mobile for over a decade and this is the second time with similar credit issues. The representative that took the call spoke to her manager and said at this time they can only offer to credit the remaining two months of phone, which equates to about $50. That means they are only willing to credit the last $50 of a phone that cost $650 at the time. She said that T-mobile can escalate the issue for further investigation. This means that it will be investigated and they will contact me in 3-5 business days over the phone to tell me their verdict. The representative only offered this option after I had expressed my displeasure. Our T-mobile account is set up for auto pay because my parents who started this account are not fluent in English so it make it easier for them to not be late on their bills. I (their daughter) recently signed into this account to adjust our current plan so everyone was unaware of the charges up until now. If it weren't for me checking our account T-mobile would have continued overcharging our account with no qualms of taking advantage of customers that cannot fully comprehend their bills.

To me this says that the T-mobile believes if the customer does not notice that they are being charged more than they should be, it is the customers' problem and T-mobile is not responsible. I feel like if that is their mentality for business practice then we should consider switching carriers after being customers for so long.

I have the same issue!!!!  Cant wait until September gets here to switch.  I have had to call Tmobile in various occasions to get my credits, every time I call I have to explain the whole story again, even look for the tracking number where I sent the trades ins!  Last time (looks like they finally made a log of previous calls) I called they told me a supervisor would call me to credit past months charges and I never got that call.  The credits do not post, reps tell me they will personally look to credit this every month and that doesn't happen.  At this point me and my family are very flustered. I am planning to go to a Tmobile store to see if this is of any help, but again having to take time out for this ( going on the basis each cal takes a minimum of 1 hour), I have to plan time to do this store visit.  Not happy with the response to this by customer service at all.

I still don’t get the credit by today I went to a retail in Wesley chapel Florida store spoke with the manager there Ricardo and he said that t-mobile never had the promotion and offer me $100 of credit and not else that he can do.

that is not the first time I compla about it .

Userlevel 4

Hey @magenta4638037

I am sorry you are having such a rough time getting your promotion. It is never our intention to make these sorts of things difficult for our customers. I am not exactly sure where you submitted your complaint but if you have not already, I would recommend that you reach out to our T-Force team on Facebook or Twitter (links in my signature). They will be able to pull up your account and do a full investigation as to what has happened here and go over all your available options.

I just put in a final complaint. If they don't resolve I'm filing an attorney general complaint, a BBB complaint, posting reviews EVERYWHERE and contacting my attorney about starting a class action suit. I've been with them for like a decade and had no other issues, cannot comprehend how they can treat their customers like this. I've already paid double what the promotion said the phone would cost and they still want another $160..

Userlevel 4

Hey @magenta4595781 ,

You can use the Facebook link in my signature below or visit and click message us.

I dont have twitter how do i msg them on facebook?

I had the same problem. I've been trying to get it fixed since December by call customer support. Today they actually told me that my portion of the phone was $300+ and I was given too much credit! I did what Chris suggested and went on Twitter and messaged the T-Force team. Erika Holeman, the representative, had all the amounts of what was promised, what what I paid, what they credited and what was owed to me in about 5 minutes. In another 5 minutes she came back and said my account was credited and it would show up in 24 hours. I have never had customer service like that! Best use for Twitter ever!

Ive had the same issue, Tmobile is ripping people off! Sent in 2 phones, an iphone 6 and a 6+ and also paid the upgrade fees for the larger memory Iphone 7 and 7+. Talked to a tmobile rep months ago, was told it was going to be solved and nothing has changed on my bill. Still paying the monthly lease fees, no credits! This is ridiculous, Tmobile needs to fix this! 

Userlevel 4

Hey folks,

We want to ensure you are receiving the appropriate promotional credits. Here on a user forum, we do not have the ability to securely access your accounts. If you have a Facebook or Twitter account, you can use the links in my signature to speak with our T-Force team who will be able to pull up your account and do a thorough investigation as to what happened and sort this out.

Yep, same problem here. Called multiple times. Just got off the phone with a supervisor as the rep couldn't help me. After nearly an hour explaining my situation, the phone call magically disconnected. Guess thats how they handle situations that they cannot figure out themselves. I used to like T mobile's customer service. Lost all confidence in the company and if I don't start receiving my full credits deserved to me for trading in my phones, I'm switching carriers.

Did they actually give you back all the credits? We've been calling in the past year too. All they did is saying okay we will adjust your billing and it will take up 2~3 billing cycles to show, but it never happened. We are basically paying full price for the two iPhone 7, except that we are with a more expensive plan. The reason that we switched to the T-Mobile One plan was to get the iphone 7 with the promised $250. Our billing for the first couple months was:

10-23-16 to 11-22-16: 2 lines, $195.20 ($141.02 + $54.18 equipment/iPhone fees)

11-23-16 to 12-22-16: 2 lines, $195.20 ($141.02 + $54.18 iphone fees)

12-23-16 to 1-22-17: 2 lines, $194.55 ($140.37 + $54.18 iphone fees)

1-23-17 to 2-22-17: 2 lines, $204.76 ($150.58 + $54.18 iphone fees)


Userlevel 4

Hey @magenta3894574

We would have to take a closer look at your account to see what specifically is going on here. If you have a Facebook or Twitter account, you can message our T-Force team using the links in my signature. They will be able to pull up your account and dig into this with you.

I also have this problem and have been contacting t-mobile reps for over a year. The promo was to receive credits and pay nothing for the iphone 7 plus. I don't understand why I am receiving only partial credits. The promo said I didn't have to pay anything in the end. I also have been going in circles with the t-mobile reps.

Userlevel 4

I am super glad to hear we were able to retroactively credit those charges but you should not have to keep paying for them if we found the issue and applied the credits. If you have not already, please use the links above or in my signature to send a direct message to our T-Force team. They will be able to pull up your account and take a look at what happened with these promotional credits.

I have also received the same issues. They finally reimbursed me for the previous months of EIP payments, but they’re still charging me every month for three lines that should have had the promotion applied. Keep in mind that this has been an issue for over a year (16 months). The issue was that T-Mobile never applied the promos to my accounts and never have. I spent three hours on the phone today and was disconnected by the rep four times. Nothing Solved.

The network has been fine, but I’ve seriously spent >40 hours of my life trying to correct T-Mobile’s mistake, and they have proven very unwilling to correct it.

Userlevel 4

We don't want to lose you @jtal38​:( Please use the links I posted above to speak with our T-Force team so we can further investigate this.

Don't lose hope, reach out to T-Mobile Help team (so called T-force team?) on Twitter. I did, 4 representatives worked with me and got my credit back on New Year's Eve! Great experience!! I just don't understand why customer service guys can't do the same.You may want to double check your purchase date. I found there were different iPhone7 upgrade promotions offered in Sept 2016, one required signing up for T-Mobile One plan(for upgrade made after 9/26/2016), the other didn't(prior to 9/25/2016). That could be the reason why my credit messed up. This is the promotion that doesn't require any special phone plan:

Same here. It's January 2018, and I still haven't received my credit. I've been getting the run-around for over a year. I'm about to switch carriers.

Userlevel 4

I totally understand. Dealing with an issue with your T-Mobile account is the last thing you should have to deal with while on a Family vacation. If you have not already, you can reach our T-Force team using the Facebook or Twitter links in my signature. If you are replying to this message from your email, you will not see my signature so you can just use these links instead.

T-Mobile Help (@TMobileHelp) | Twitter