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Thinking of switching to T-Mobile? Don't.

  • 5 January 2022
  • 2 replies
  • 108 views

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T-Mobile store blatantly deceived me and refuses to take ownership over their mistake.

I joined T-Mobile earlier this year solely for a promotional trade-in plan valued at $830. I traded in my iPhone 8 in the physical store so I would be assured that my phone and plan qualified for the promotion. Between figuring out which plan to get, signing up, and transferring my data, I was in the store, chatting with the employees for over 5 hours. All the while, I was asking "Are you sure this phone, and this plan, qualifies for the promotion? If not, I don't want to sign up." The employees answer, each time was, "Yes, I promise you that you qualify. If you have any problems with the promotion, you can contact me." In fact, he even gave me his personal phone number to contact if I had any issues. I asked this question at least 10 times over the course of my visit.

While I was signing up, the employee "made a mistake" in not applying the promotion, I caught this mistake by reading the fine print of the contract and called him out on it. He acknowledged the error and proceeded to call his management to figure out what to do next. He was on the phone long enough to convince me that he had resolved the issue, and we proceeded with signing up for the plan. He ensured me once again -- "you're signed up for the promotion -- even if it doesn't show that way in your account, I promise it will be applied after one or two billing cycles." A few billing cycles had passed and I still wasn't signed up for the promotion. I texted the store employee and he assured me it would be applied after another billing cycle. I then called customer service, who assured me the promotion was applied moving forward and there wouldn't be any issues with future bills. Well, the next billing cycle came and went, no promotion.

Rinse and repeat twice more until I finally got on the phone with someone who escalated my case. She assured me this shouldn't be an issue once I submit this ticket -- "hang tight and you will hear back from us." When I heard back, turns out I never qualified for the promotion in the first place. I escalated within the call center. They still wouldn't own up to their mistake and grant the promotion.

I've now texted the original store employee twice since then, and he's officially ghosted me. I've spent 10 hours on the phone with T-Mobile trying to resolve this and am still out $830 on their shady sales tactics. I'm beyond disappointed with T-Mobile and just want the promotion, which I fairly signed up for, to be applied to my account.

All I've gotten from T-Mobile has been cheerful, seemingly helpful sales reps and customer service employees ensuring me that they've made a mistake, and that the promotion will be applied, only to have them throw the problem over the fence to the next employee, and go back on their word.

Whoever's reading this from corporate please look at my case records and see the countless lies I've received from your organization.

 

I just reported T-Mobile to the Federal Trade Commission, and would recommend others do the same.


2 replies

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I Hear you. The kid at the store in Boynton beach FL, stole my phone thinking I would not see that 800 trade in was not put on my bill and it say no trade in. it’s been almost 3 mos and the so called request have been sitting there since Mar 1st.   I should have waited for sprint to be gone to go to AT&T.   

Userlevel 3
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I Hear you. The kid at the store in Boynton beach FL, stole my phone thinking I would not see that 800 trade in was not put on my bill and it say no trade in. it’s been almost 3 mos and the so called request have been sitting there since Mar 1st.   I should have waited for sprint to be gone to go to AT&T.   

If you are sure your phone was stolen by this employee you need to contact your local Police and report this as theft. If no Trade in was shown on your account when you set it up T-Mobile has no way to verify you traded  in a device and will not credit you for one. In the future when you trade in a device make sure to get a receipt for it and be sure it is noted on any and all paperwork. 

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