T-Mobile is rip off with their promotional deals

  • 17 November 2018
  • 22 replies

Userlevel 1

The only reason I wanted to switch to T-mobile last year was to utilize promotion that was going on around November 2017  (Buy 2 iPhone X and get $700 in rebate). I clearly mentioned to person I spoke with that I don't want to purchase iPhone X and will wait till next iPhone is launched in September. Person assured me that you would be able to use whatever promotion is going on around that time on you existing line without adding a new line (since I switched from ATT to T-mobile and on newly added lines I am not using promotion). He said you can safely switch to T-Mobile right now and you would be able to use promotion when next iPhone will be launched since T-Mobile will definitely have some kind of promotion during next thanksgiving.

Now when I called them that I want to use current promotion, they are saying I can't use promotion without adding a line. I mean this is ridiculous, why would I add another line. They simply can not honor me what was promised by T-Mobile, at this point I don't have any benefit of switching from ATT to T-mobile.

I would advice stay with your carrier and stay the hell away from T-Mobile as far as possible.


Best answer by tmo_amanda 26 November 2018, 18:51

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22 replies

I agree with you. I was told something similar when I added a line to my account. I paid the bill for 2 months without actually using the service because I was told all i had to do was wait for a deal to become active.  When i spoke to tmobile expert rep she said i was not eligible but fortunately for  me i dont give up. Promotion  specialist was able to assist me with getting a buy one get one from an outside retail store. Tmobile reps either do not know their jobs or they are straight up liars!

Userlevel 7
Badge +14

With promotions having a start and end date the rep you talked to must of been new because

why would they honor a promotion from a year ago?

Userlevel 1

Well rep told me don't worry about promotion getting expired because T-mobile will have some other promotion during thanksgiving and I will be able to use it as a new line, since I am not using promotion that was going on around that time. I don't know if rep was new or experienced(there is no way for me to know that), all that matters is I was given assurance that my line will be consider as new line for next thanksgiving promotion.

So I switch to T-mobile believing that rep. Now they are straight away saying there is no way we can give current promotion unless I add a new line. Everyone knows that if they want to honor their words they can do it, since there is a proof that I did not use promotion when I switch to T-mobile.

Nothing to do about it now other than continuing to complain up the chain but for any future conversation with them, any other cell phone provider and especially with flat-out evil companies like Comcast, you have to record and save every conversation you have with them if you don't have it writing.  You have no legal recourse otherwise as they will never give you their call center recordings and as you have found out, no one will ever honor what was said.   Always assume the rep is ignorant or instructed to say whatever they need to to get the sale.

Userlevel 7
Badge +14

Did you do this on the phone and if so do they still have the recording?

I don't understand how a Tmobile rep could tell you that a year old line would be considered new the following year

so you can take advantage of a different promo.

As for not using a promotion to switch there are people who do not need a promotion to switch.

Userlevel 1

You are right there are ppl who don't need promotion to switch, but I was switching so that I could use promotion. Now I feel why did I switch, ATT coverage was much better than T-mobile.

Userlevel 7
Badge +14

You can always switch back to AT&T since you probably still have AT&T phones and get a similar deal.

Userlevel 1

When I moved from ATT, I lost 6 years old family plan which ATT no longer offer. There is no gain for me now to switch back to ATT unfortunately otherwise I wouldn't think twice.

Don't you think if I was told something, T-mobile should honor that ?

Call and ask to speak to the cancellation department.

Tell them your story, how frustrated you are, how you feel cheated and how no one has helped you, therefore you’re going back to AT&T, a company you can trust.

Anytime I’ve threatened to cancel services they’ve bent over backwards to stop it.

But, jic ...

Make sure you have a backup plan jic, like get a prepaid for the time being 

You really have have nothing to lose.  If they can give you a reason to stay, do it. If they don’t satisfy what you wanted, but offer you something, ask to have it sent to you in writing while you’re on the phone, and make sure it doesn’t include anything that wasn’t explicitly explained to you, once you have that information in your inbox, tell them you’ll think about it.  You don’t have to cancel on the spot.

I’ve been with them for 16 years and they’ve always fixed whatever was s problem.  Good luck.

Userlevel 2

In my 12 years with TMO, I've dealt with a small amount of reps who were unfriendly, unhelpful and flat out would not do anything more that what was required of them. Those reps should not reflect they company as a whole, 99.9% of the reps, are helpful, friendly, and enjoy their jobs as such are willing to go above an beyond that being said, it's still our responsibility to read the terms and conditions of any promo's offered prior to. Just last week, I was quoted a price for a TAB S4 which was to good to be true, luckily for me I checked the fine print and saved myself a lot of headaches. I understand some are say TMO should be responsible to honor what their reps tells customers, an I agree. I've spent more time with TMO than some of it's employees and I know better.  

Userlevel 4

Hey, @magenta6834589​!

This is a super unfortunate situation and I'm so sorry you're having to go through this after being told you'd be able to get a great deal this year. It's pretty unheard of that our reps would mention a deal a year away (especially when related to Black Friday Magenta Friday deals) because 99.99% of the time, we as a company don't know what promotions we'll be running a year in advance. Now that's not to discredit what you were told because it doesn't make much sense that someone would call back a year later to take advantage of a promo unless they were told would be running during a specific time period.

As for where to go from here -- were you told of this promotion over the phone or in a store? When you called in to take advantage of this promotion, did we review the notes from a year ago to see if anything references this? Lastly, when you upgrade, I'm assuming you're looking at the iPhone XS or XS Max, will you also be trading in a phone and if so, what type of phone are you trading in?

Userlevel 1

Hey tmo_amanda...Thanks for understanding the concern. I was assured this over the phone and yes I am looking for Iphone XS and I am ready to trade in my iphone 7, it just I cant add a new line since I dont need it.

Userlevel 1

@tmo_amanda​ sorry I forgot to tag you in my earlier comment.

Userlevel 4

Thanks for getting back to me, @magenta6834589​! I'm sorry for the delayed response as our team was offline over the holiday.  I dug through all of the offers we have going on right now and all iPhone deals require adding a line.  As of right now, I'm not aware of future promotions that do not have this requirement since we recently wrapped up an iPhone promo with no AAL (add a line). We've heard a lot of feedback from our customer's over the weekend that they're not a fan of having to add a line to get a steal of a deal. If you know anything about our CEO, he's very customer oriented and truly does hear what you're saying and takes action. Have you tried working with T-Force over Facebook or Twitter yet? They may be able to look over your account notes from a year ago a little more thoroughly to see what other options may be available. That's pretty much the only other recommendation that I can make to get this sorted out.

I am going through the same exact scam. These stores are bait and switch. Total liers. I was offered to buy one and get one iPhone XR for free on 1st Jan 2019.  I was willing to trade in my iPhone 6s plus but the sales rep ( I have her name) said I don't need to. The online billing reflected that for the first month and now it has completely disappeared. T-Mobile has created a systemic online billing scam and if you don't take screenshots of the billing and promotions, the details disappear and the PDF is something which they tell you will reflect the changes and it never does. I was told that in two months the changes will change, SCAM ARTISTS!!! They are liers and T- Mobile is a very unethical company.

I was scammed!

1. I was offered 3 lines (T-Mobile one plus plan, if I add a new line) for two lines.

2. Buy one iPhone XR and get one free.

They are making me pay more for service and $800 for the second phone.

I am trying to get it fixed and will update how T-Mobile has designed this scam to take advantage of us. T-Mobile needs to monitor these owner-operated stores.

Userlevel 1

Sounds class action, I got shafted as well when I joined and brought my daughter s phone and mine over and traded in an eligible iPhone 6s 32 64 go that I would get the iPhone XR for free. rhe initial sales people said the promotion would kick in over the next 2-3 months so to go ahead and pay the $20+ monthly phone charge and it would be credited back once the program went in affec.well no credit on month 3 so I called and was on the phone for over an hour piecing together my promotion. By the end of the call he stated it was in the escalation teams hands and go through next month. Next month came and went through the whole spill again . By the end of that call he said he was streamlining it through and he would call me back today with good news. No call today but I called them explained my story to the next T-Mobile rep and had her list off at least 2 different reasons I wasn’t eligible including they had to be business lines, and or I missed the deadline of the promotion. Well T-Mobile wring you will be hearing from me through the BBB, FCC, Texas, and U.S. Attorney Generals and me in court under a civil matter.the iPhone XR will seem cheap when I get done. Best wishes to all, when the dust settles I’ll be headed back to Verizon with my free iPhone XR.

I feel your pain! I was also lied to at the store by a sales rep. I was told that the REVVL Plus was the ONLY phone I qualified for. The rep told me it was free. I told her I was PORTING in 2 lines from Sprint after 9 years with them. She went on to tell me that there was a promo going on where they would pay my ETF as well as the fees for the equipment that I was going to be charged. She said that the phones would be "FREE". When I got my 1st bill, nothing could be further from the truth. I was being charged 9.95 per line for a lease for the phones. She further went on to tell me to take her my final Sprint bill and she would ensure that I get the gift card with the fees that were promised. Well I was NEVER told I had to register on a website and by the time I spoke to someone in the executive department I had missed the deadline and was told there was nothing that could be done and I was left holding a 1200.00 Sprint bill! I was given a one time 100.00 credit for the misunderstanding. Not even CLOSE to what was promised to me. I went back to the store where I signed up for service and guess what???? That rep is no longer at that location! HOW CONVENIENT!!!!

Userlevel 1

So to this point have you received any of what was promised to you? I’m a man of ethics and I plan on hitting them with several complaints to the bbb, fcc and attorney generals as well as a civil suit against T-Mobile . I just can’t believe billion dollar corporation behave in this matter. Pay what you owe t mobil smoke and mirrors and misdirection are not things a professional company in gauges in and is jut Lying it’s Fraud and fraud has repercussions.

I agree about the class action. I cannot believe I am the only person they did this to... On January 26, 2019, I switched to T-mobile from Verizon believing I was getting a "good deal". The T-mobile representatives of Town Center of Boca Ratonl said I would received a trade-in value of $350 for my iPhone7. They also stated that I could pay less for 4 lines on T-mobile than I was paying for 1 line on Verizon. I told them I didn't need 4 lines, I only need 1 line and I have Unlimited data. They said their offer was for unlimited talk, text and data on a 4G network. I was lead to believe the new phone was costing me around $400 dollars that would be paid with 0% interest paid monthly with my service.  Also, I was told the service was NO CONTRACT, meaning I can cancel at anytime without penalty. I switched and signed up for automatic payments.

Unfortunately, it appears all those statements were untrue and then there were other important details they didn't tell me at all. Most of the tasks I perform on my new iPhone Xr do not work unless I am connected to Wi-Fi because apparently they signed me up for 3 lines of unlimited 0GB on their 4G network. They NEVER told me 0GB. I didn't ask for 3 lines. I asked for 1.  I looked at the receipt they put in the bag and it is only for the phone and accessories... no receipt was given about the service plan. Also, I noticed on my credit card statement that my bill is significantly higher than my previous Verizon bill was, but every time I try to view my bill on the T-Mobile app, I get a blank page and when I try on my computer with Wi-Fi, I get an error message saying the page is "temporarily unavailable" which is another lie because I finally took the time (and yes, we are talking hours of time) to chat with and call support who are telling me that I've never been given permission to view my own bill! Today, they escalated another ticket to a supervisor who is supposedly able to grant my request of copies of all past bills via E-mail and access to full itemized bills online going forward. Strangely, the call representative called me back to ask me for my password! Now I cannot log in at all. The message says "ACCOUNT BLOCKED". How is any of this legal?

Yesterday, I called to ask how much it would be to pay off my phone and have it unlocked to switch back to Verizon they quoted me $708.31. I was expecting to owe a little less than $400 but the representative is telling me that the $350 "trade-in" is a very small monthly credit which I will forfeit if I cancel service before 3 years. This is another surprise. I thought their "no contract" plans were for 24 months, not 36. I am trying to log back in to print out the chat conversation but I've been blocked from accessing my account. So now I'm learning they basically stole my iPhone 7.

Furthermore, and this is the worst part, it appears I OFTEN have little to no signal. Recently, this became a real problem that could have been potentially dangerous. I was driving from South Florida to Tampa Bay but my app didn't have a signal and therefore didn't tell me that 60 was closed. I was told by the workers to take detour N on 91 up to Kissimmee then drive down to Tampa. It would have been nice to know this before this point because there are other routes I could have taken, but whatever... So, I proceed N on 91 and then map app told me to drive West on a country road which came to a dead end and was telling me to take a left, however, the only thing left was a field and pond. I took a screen shot to show I have absolutely NO SIGNAL AT ALL. I couldn't even make a call. So, I retraced my steps and eventually found the frontage road to the Turnpike and followed it to a small town. Fortunately, McDonalds had free Wi-Fi so I could find my way back. This was a 3 hour ordeal!!! Thankfully, I did not have an emergency, because I would not have been able to contact AAA or even 911. This is only one example of the many times I have not been able to use my phone unless I am connected to Wi-Fi. I go to Universal Studios Orlando frequently and cellular data never works there. This is a heavily populated area.

It is because of all these reasons, I contacted T-mobile AGAIN today to request the following:

1) access to view or email copies of my itemized bills since I joined 1-26-2019

2) pay off balance of iPhone Xr and then unlock it to be used on Verizon (if it doesn't work I will request full refund of $749.00)

3) refund of $350 or return of my iPhone 7

4) refund of the monthly service for 2 additional lines that I did not ask for

5) close account with no penalty

I feel like I was completely LIED TO by T-Mobile representatives in Town Center of Boca Raton, Florida and SCAMMED into this RIP OFF service and they STOLE my iPhone 7 on top of it all.

I am a victim of this scam too. Was told, by the store employee, I would get buy one get one and everyone on my plan would have unlimited data, but when the bill came, that was far from the truth. Every time I called to resolve, now help was provided. And to top it off now one of the phone doesn't work to take pictures and videos, and t mobile can't resolve that either. This used to be a great company that focused on customer service, but not anymore. No one you talk to cares, they lie to you and nothing gets resolved.


So this is not a one off issue but something customers have experienced in the past!
Received a promo for iPhone SE on T-Mobile for a trade-in and another phone for 50% off and added them another line. My bill went up from $70 all inclusive on the ONE plan to the magenta family plan for $140+ $15. After confirming and reconfirming with the customer care representative, received an order status update for the trade-in. A note for a shipping label on the 13th of May. After having called for high bills of $191 for the following month, was told that all will be well in 2 cycles. Still noticed two difference charges of $16.66 with a credit of $8. Today I am told by the customer care representative that the promotion was not valid as the phone was not postmarked by the 10th when the promotion was done. Inspite of repeatedly telling him that the label was sent on 13th. Rip off and now to cancel the lines.  Now owe $630 and an IPhone 6s which they will provide $14. Who trades in a phone for $14? 

I'm waiting for my refund (over $1000)since 03/11/21....but nobody in costumer services can tell me when I get the refund because nobody knows anything