T-mobile are refusing to give me the promotions that I easily qualify for and assured me I would get.

Yeap, same happen to me with that promo.. They don’t want to honor the iPhone 12 credit.. And the representative check my info before to see if i’m qualify which i’m qualify. And then at the end they put me in BOGO promotion.

I have had the same issue with this promotion. I traded in a paid off iPhone on a grandfathered in plan from Sprint - without the promo, the Magenta MAX plan & the iPhone 12 cost me $50 more a month than my original plan. The deal would save me $40/month on the iPhone, meaning my bill was only $10 more for a free phone. 

Since they never honored the deal, I am now paying $50 more a month - $50 I did not budget for (when you are paycheck-to-paycheck, this is a big sum) - and I have had NO help from T-Mobile. It’s a rip-off, a scam, and fraud. I wonder if those of this has happened to can file a complaint with the BBB. 

I will keep trying to get them to honor the deal, as I am now locked in to a contract under false pretenses. 

A lot of bad advice in your replies.  The only way to protect your rights with T-Mobile is to put your complaint in writing per their terms and conditions.  If you have a legit case, and the folks on the customer service end are not helping, you will likely win with a written complaint.  Currently, you have to place your dispute within 60 days without having accepted any alternative remedy to: T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380.

When you are positive that your trade-in was supposed to be worth more!!! Infuriating when T-Mobile customer service sends you on a wild goose chase, advising you to review the promotions pages on their website, when they have no record of what you were actually offered.

https://twitter.com/Jeff_Popkin/status/1502839504582942721?s=20&t=veIu_6aO9EmtNbrTHxdSUg

T-Mobile neither honors the trade-in promotional values offered to customers in the online shopping cart, nor keeps any record of the offer made that established the contract between buyer and seller!

I was told that they would give me a $200 credit for porting in my phones from AT&T and it would be used as a credit on my bill. A few weeks ago on my reimbursement status page there were 2 lines for the 2 phones with an amount of $200 each. Now when I checked they are not there. After calling Tmobile nobody has any idea what I am talking about. Then talked to someone who said my Magenta55 plane does’t qualify for the $200 Port In promotion even though I had been told numerous times that I would get it. After being on the phone for 45 minutes, they simply couldn’t resolve anything.

Fuzzy Nations.  You said they put you on a BOGO deal.  After a bad trade in experience with ATT, 5 years ago, I’m leery about trading in a good phone and having them later tell me my phone is no good.  It was still under AppleCare and was turned in and inspected at the store. Took over 4 months to resolve. 

I was thinking a BOGO deal may be best.  How was that handled?

I recently saw a targeted promotion for $800 off Pixel 8 Pro. I doubted if I would qualify, but I decided to give T-mobile a call. I first spoke to an unhelpful agent, then got transferred to a supervisor. The supervisor told me I *was* qualified to this P621 plan. I didn’t know it then, but the supervisor’s call was not recorded. That fact would matter a lot later.

A short while later, I called up to upgrade two phones with this P621 offer.  The transcript clearly shows me asking for this promo offer.  I have been told this by T-mobile.  But the agent - without me understanding it - put me on an entirely different promotion.  Given the the complexity of credits and everything, and that I had explicitly asked for the P621 promo, that is what I thought I was getting.  So I agreed to upgrade two phones.

A day or two later, quite by accident, I found that the upgrade I had just made had nothing to do with the P621 promo.

Fortunately, I learned this before the shipped phones arrived at my house. I declined the shipment of the phones and this will unwind the entire transactions. If I hadn’t done this, I would have been stock with at least $1,600 of payments.  So I guess I was kind of lucky. 

I think the agent - maybe on commission - heard me saying I was eligible for the P621 promo, just moved quickly to get me to upgrade on a different promo, and NEVER said it wasn’t the P621 because she is on commission, or is on someincentive scheme that she gets rewarded for signing people up for upgrades.  This is speculation on my part, but it kind of makes sense. It wasn’t classic bait and switch, but it felt a bit like bait and switch because I did start the ordering process talking about promo P621 and then got something totally different (not that I understood this at the time).  I am sure everything that T-mobile was legal etc. They asked for consent etc, and I gave it, but I did not understand what I was consenting to because I thought I was getting promo P621.

So what happened next?

When I escalated this to T-mobile, trying to get the P621 promo I was told I was eligible for, I got nowhere. They now stated I was NOT eligible. The fact that a supervisor told me I was eligible didn’t matter because they do not have a recording of this conversation.  Nor does it matter that I called and asked for the P621 promotion and was given something entirely different. I even wrote a letter to the CEO and was quickly contacted by someone from their executive leadership team. Still got nowhere. There is no recorded conversation of the supervisor telling me I was eligible for the P621 targeted promo, or so they told me. I got nowhere.

Frankly, I am lucky. I could have been on the hook for quite a lot of money. It was just dumb luck that I figured out that I did not get the promo I thought I was getting, and was able to undo the transaction.

Hopefully I will learn from this experience and be more careful in the future. 

I can’t say I am really angry or anything at T-Mobile about this. It would be more accurate to say that I am just kind disappointed. Been with T-Mobile for over 20+ years. Didn’t matter in the end.

I think customers should file a lawsuit against tmobile for fraudulent claims for the keep and switch promotions. They do not inform their customers the fine details of the offer. They tell lies to get people to switch. They are an awful company.