Frustrated, and about to roll back to AT&T and cut my losses.
My story, after 18 years with AT&T, the latest changes to fees and plans prompted me to look at alternatives. I looked at T-Mobile last, and one of the things that drew me to T-Mobile was the idea that I could get compensation, after the fact, for the financed hardware that I would need to payoff to make the move. For me it is a terrible time to have to shell out $1400 total to pay off our two phones. T-mobile does an excellent job of luring you in, with all of my questions answered, then even shipped a temporary hotspot to test my areas coverage, I was hooked. I had a plan to “go to the well” for funds, pay off the phones and get reimbursed for the phones using the carrier freedom offer “Keep and Switch”. I was very careful, following every step, and have completely moved my devices to T-Mobile, ported and the whole nine yards. The last step in this PASSIVE process, was my least fear, submitting for the rebate, I was terribly wrong.
To begin with the process is passive, meaning there is no upfront dialog or commitment, as T-mobile is asking you to take a leap of faith, “go pay your phones off, and we will reimburse you with this offer, only they are not committed to approving or even let you submit to reimbursement. Plus their terms are finite, in that you have 30 days to submit.
I have tried to submit the form no less than 20 times over the last couple of days and every time, I get the following error: “Sorry, you're not eligible for T-Mobile Carrier Freedom” I have contacted support (online chat, telephone, and twitter) and have been told, to wait a day, then wait 3 days, and I find this to be unacceptable. If you follow the “Keep and Switch” procedure, it does not say wait to submit, rather it is clear you are limited to 30 days to submit. This, I believe is a systemic issue within T-Mobile’s systems and a passive work around, “wait and see what happens” is both unfair and unacceptable as I am stretching my personal finances at the peril of a cell phone provider.
I am considering rolling back to AT&T, but if anyone knows a fix or work around for this, I would greatly appreciate a reply with your thoughts!