I was promised a third line for free and didn't receive it.

I've haven't seen that promotion but try contacting Tmobile support using messenger on one of tmobile's social media platforms to see if they can help you they also are a higher tier of support.

Promotions can sometimes take up to 2 months to take effect on an account.  Your first bill will always be higher because of any extra fees and being prorated until the first full month plus the first month.  

I could go on and on about how I was mislead by TMobile.  Long story short, we switched from sprint to T-Mobile on the magenta max program.  Was told I could trade in my iPhone X for $800 toward new phone.  I picked the regular 12, now I’m charged every month for the 12 and they say that phone wasn’t eligible for the $800. A they got my iPhone X and I got nothing out of it.  Going to the store tomorrow because chat and phone customer service are no help.

This “miscommunication” seems to be a trend with T-Mobile.  I have had my new service and phone for a total of 3 days now and I am not happy with their bait and switch tactics.  I wish now that I would have had the manager of the store where I bought my iphone write down on a piece of paper how much my monthly service would be because I just received my first bill and it is $10 more per month than I was quoted.

Interesting, too that in their customer satisfaction survey they ask if the fees and charges were explained well.  I said yes and sent the survey in.  I want to take that back now. 

As they say, get everything in writing.  Heresay will be hard to prove.

I was told my third line would be free and my bill would be $120 per month. The receipt that was given to me with my trade ins and upgrades was all wrong and when I inquired the sales lady told me “I know it’s confusing but I had to do it that way in order for you to get the monthly credits”. Lies!! Just got my bill and it’s much higher. And the third line isn’t free. So I have no recourse. These guys are crooks. 

I have been a customer for 10 months and I recently added 3 new lines. I was told that the 3rd line would be free. When you go on there website it shows that it is 160 per month for 4 lines on magenta. That means that it’s $40 per line. I was under the impression that my bill should be 120 because 160-40= 120 but according to them I need to pay 140. Which only gives a $20 discount. They say that the deal is that they are giving you 4 lines for the price of 3 ($140) to skip out on that extra $20. Customers would actually get a larger discount if they went by the price they show online and subtract the value of the line from that.it’s just frustrating because how would a customer know that based on info given on the website. On top of that when I inquired about the lines they didn’t even explain it correctly. I still don’t understand how they calculate the cost of each line but I think they decrease each line a different amount as you add more lines. So if they make the last line $20 they can give it to you for “ free” which makes it seem like they honored the promotion but in reality they owe you some more money. That has to be the only way that a line on a $160  4-line plan is actually only worth $20. They decided to give me some credit but that’s after going back n forth for so long and demanding that I be compensated. I am still unsatisfied with what they gave me but I went ahead and accepted it cuz I was tired of arguing. I had another issue because I was trying to upgrade and use promo for iPhone 13. A rep told me that I wouldn’t have to pay anything to get the promo and  to upgrade  and that they would give me $400 credit. Well that turned out to be a lie because in order to upgrade and get the promo you’d have to pay off your previous phone. So this ordeal turned into a 3 day argument because they didn’t want to honor what the rep told me at first. Mind you, I had to speak with 3 different people before the truth was actually unveiled. While talking to those people and using the T mobile website I was given FOUR DIFFERENT AMOUNTS I would have to pay in order to get the promo. I understand they have policies but if those policies are misleading then they need to correct it.And if employees don’t do their job correctly then they should have no problem adequately compensating the customer and honoring the agreement made. It sucks because metro , and sprint are now apart of T-Mobile. I originally wanted an account with sprint but was automatically enrolled with t mobile so it’s kind of like we’re trapped. There’s not many good options for phone services now. Verizon is way too expensive   and other services aren’t well known so I guess T-Mobile can treat customers however they want. I like the actual phone service and some of the perks T-Mobile has but their customer service needs to get it together.

Same exact thing happened to us a few years ago, unfortunate that this is still going on.

Good luck with that.  I’ve been with T-Mobile for over 10 years and I recently spent about 8 months having to call them each month to credit my account for the “Free Line”.  It started when I received several texts telling me I was eligible for a free line.  When I went to the store I was told being on the Military Plan I wasn’t eligible however, the manager called customer service who agreed they made a mistake with the text so they would honor the “free line”.  Each month I went rounds with them, they read the notes and would give me a credit.  Last month I finally just told them to stick the “free line” in their ear, I was done making the monthly calls because my time is worth more and I’m tired of the hassle.  I also recently canceled a $20 tablet data plan because they couldn’t honor the $50 a month ($5 auto pay discount) for home internet I purchased for my daughter’s house at college. They said I could only have a max of $40 discount on the auto pay.  (I have family members on my plan and had a total of 9 devices).  So instead of giving me the $5 discount, I dropped the tablet and they lost $25 per month income…  I have loved T-Mobile, they have saved me a bundle through the years however, things have changed and they are started to become like Sprint with how they handle the plans and they phone deals.  I’d file a complaint with the FCC and keep harassing T-Mobile for a credit.

Same thing just happened to me this week. Promised a free line at the Store on Magenta Max 55+  and I called to confirm, since I had no documentation other than the salesperson word. Customer care said I was ineligible with the Max 55+ - they have offered to move me to just Magenta Max, but not sure how beneficial that is. I am going to make final decision next week. Because of the 55+ existing discount structure they will not honor the word of the store salesperson!!

Yup same thing happened to me, I added a third line and the rep said the third line will be free and the couple of months later they charged me the 3rd line, I contacted T-Mobile and they said the 3rd line was never free and instead it was a temporary  discounted. I even had screen shot of the conversation with the person that gave me the 3rd line for free to show them proof and they still said they couldn’t do anything about it. 

Let me start by saying that T Mobile has the most deceptive business practice I have ever seen.  We are currently in a dispute with them over a Galaxy watch which was to be “free”  Ha Ha!  At the time we purchased our new phones in Dec. 2021, the so-called “expert” presents me with a watch.  Never did he say that it would add a 3rd line to our bill.  I did not want the watch, but I thought I would give it a try.  The watch worked for one week and quit so we went to the T Mobile store to return it.  We were told to keep the watch because “’they” did not want it!  We were within the 14 day return policy.  We went back to the store on day 14 to return the watch and were told again to keep it!  T Mobile never offered to give us a different watch.  We want to drop T Mobile service, but now (after many phone calls to 611) we are being told we have to pay $300 for the watch we tried twice to return!  To make this story short, they have deceived us since day 1 with saying my phone was paid for and in reality all we paid for that day were the activation fees and taxes.  T Mobile put my phone on a payment plan without our knowledge which was why our bill is higher that we were quoted.  We are slowly getting this worked through with multiple phone calls to 611 and hopefully this nightmare will end soon!  The so-called “experts” are nothing but sales people who offer no help at all!  Our salesperson did nothing buy dance and bop around while waiting on us when he should have been informing us on our transactions!  Buyer beware of their deceptive practices and steer clear of T Mobile!

actually he said “Promotions can sometimes take up to 2 months to take effect on an account.”