Keep and Switch Fraud


Anyone else having trouble with TMobile meeting it’s promises. Three attempts now to be reimbursed for iPhone through keep and switch program. I guess they think you will just forget about what they promise you to get you to switch from AT&T. Just a new form of Corporate hot checks….. worst customer service I believe we have experienced…

10 replies

Userlevel 3
Badge +3

what part of the program have they not followed through on. kind of hard to give any help if we are unaware of what was not completed.


We still have not received keep and switch reimbursement for our AT&T iPhone 12 Pro Max. Every time it’s supposed to complete for reimbursement T-Mobile wants us to resend documents to start over. T-Mobile had us pay off the phone then switch without fulfilling its advertising of paying for the iPhone balance. All documents have been submitted 3 times. A complete deceptive trade practice.

We are having the same trouble. Advertising when coming to T Mobile was just to take a screenshot and reimbursement is easy. NOT AT ALL! I have had our case (4 phones!) escalated only to keep being told what I’ve submitted is not adequate. I sent 3 pages of a pdf of my final bill from Verizon, which I’ve had to pay out of my own pocket, twice now - that after sending multiple screenshots of our payoff amounts. Each time it’s another 10 days before I get a response. What is the solution? I wish I’d never switched now.

T-Mobile Keep & Switch is nothing but a FRAUD. I went to the Tmobile store with a friend and regrettably decided to switch from Verizon to Tmobile upon hearing about the keep and switch promotion. I paid over $1200/final bill to get out of the contract with Verizon with the FALSE promise that Tmobile would reimburse a portion of it. It's been almost 5months and I still have not received the $832 rebate. I have uploaded and emailed documents over 5times and told by customer service that everything is good, only to call back wks after to be told that the submission was denied and I have to wait another 15-30days!! SCAM!!!  Customer Service is very poor, no one follows up!  Would not recommend anyone to Tmobile! 

Does anyone know of anyone who has had a good experience with the Keep and Switch program?

I want to update that now, about 2.5 months later, I believe I have received my rebate and been able to use the card to transfer the money to my bank account. That hasn’t quite happened yet but it appears as if it should. The process is incredibly cumbersome but may eventually work.

I am also having trouble. I paid off two newer (but past the 90 day minimum) iPhones with AT&T in March 2022 and switched to T Mobile. I submitted the keep and switch program, expecting $800 per line as advertised. I included all info and documents needed following guidance for what the photos need to show. I was told it was accepted via a call I got a few days later from the rebate department after they asked me the IMEI of the devices. I gave them, reluctantly, since I own the devices and T mobile shouldn’t really need them. I called in May after 8 weeks went by and I didn’t receive the prepaid cards.  Another member of the keep and switch team told me the account was in an exception status and that he took care of it. He told me if I want the two $800 prepaid cards it will take up to another 2-3 weeks but if I’d take two $650 prepaid cards and a $300 bill credit he could process it immediately. I told him that wasn’t the deal and I want what I was originally promised. His name was Sam Ramos. Today, 3 weeks later, still no prepaid cards so I call again. I speak to another person named Mikee with the rebate department who tells me it’s in exception status as the AT&T logo isn’t in the photo I submitted (it is). She says the need the last bill from AT&T that shows the balance is over $800 on both phones and when the service plan started. I again reluctantly agree to this and send it. I ask to speak with a manager. She calls me back 3 hours later and tells me they cannot diabetes $800 prepaid cards without a much longer process where they could put it in exception status again. But if I agree to the $650 cards and $300 bill credit, her team can process it and it’s much faster. I agree, one last time, reluctantly to this as I don’t think I’ll ever get the $800 per line i was promised and frankly why I agreed to switch. Something tells me they rarely, if ever, honor the full $800 per line promise. 

anyone happen to know what the promotion code is?

I am also having problems getting my keep and switch rebate.  Transferred 2 iphone12 pro max phones from ATT to T-mobile. Paid off the remaining installment balances of about $500 each (&1000 total) to ATT prior to the transfer and submitted receipt and last ATT bill as requested. Checked status of the rebate 3 times and each time was told everything was approved and proceeding normally.  I would be informed soon that my virtual credit card would be available and how to use it… Nothing happened and when I again checked the rebate status it said “Denied”. Last time I was denied and enquirer was told problem was corrected and I was even given a 12 character “tracking code” that I was told assured that my rebate was approved… same result about 2 weeks later. “denied”. I am very angry,  I have wasted countless hours waiting on the phone and following detailed steps repeatedly in the application process. Still no success. T-mobile seems to be trying to literally steal $1000 from me. Considering turning this over to a lawyer and also suing for damages due to frustration and all the time lost when I could have been earning big money in my business.  Very angry and caution anyone else considering switching to T-mobile expecting they will actually follow through on the attractive “keep and switch” rebate. Buyer beware!!!!

We’ve have the same issue, Keep&Switch continues to tell us every month the problem is resolved and they gaurentee “this time” I will receive my virtual cards… We call them again and then the same response is given, “we assure you this was not your fault and we are here to help, we promise/gaurentee this will not happen again and you will receive them” I get confirmation numbers and names and yet T-Mobile will do nothing to resolve these issues? I go into the store and they can’t help since it’s a promotion and they send me back to the online service.