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Tmobile lied and now I'm stuck


So tmobile came to my job and convinced my wife and I to switch from verizon to tmobile. We took advantage of the bogo free galaxy deal. At that point we were told to keep our old devices and new ones would be sent. We were also told when verizon sent the final bill to submit it and they would cover early termination fees and device fees. The next day we received the new phones. Besides a few hiccups we had a decent first month with the company. Then yesterday I finally get the final bill $975. Tried to submit it and was told i missed that promotion and pretty much sorry about your luck. It was never told to us that we wouldn't be eligible or even that the promotion was going to end in 15 days. They actually told me that sometimes it takes up to 60 days to get your final bill. I called several times and spoke to supervisor and they told me sorry they can't do anything. I even tried to go back to verizon to avoid the 975 but tmobile wont let us return the phones because we are out of the buyers remorse period. So I'm stuck with either owning Verizon 975 or responsible for 2 galaxy s9's. I feel stuck and lied to. Anyone ever experience this or have any advice to get this resolved.

 

Thank you

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Best answer by tmo_chris 29 May 2018, 17:26

Hey folks! We want to ensure you get the promotions and rebates you qualify for! Unfortunately, here on a public community forum, we do not have the ability to access your account. To provide the best assistance for these concerns, please contact us so our care teams can dig into what exactly is happening? 

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Userlevel 4

I am so sorry @derrickg​! We don't want you to feel stuck! We know you chose us for a reason and we want you to have a good experience with us. Typically bogo offers are not able to be combined with our Carrier Freedom/ Get Out of the Red promotions as a BOGO offer will often require a trade in as does the Carrier Freedom. Get Out of the Red does not require a trade in but we still reimburse your device payment plans for the phones you are bringing over and using those now paid off phones as a trade in would be a kid of double dip.

As I said, we don't want you to feel stuck but there are some promotions that just cannot be combined. I think at this point we would need to take a close look at your account and situation to see what the best next steps are. If you have a Facebook or Twitter account, I would recommend that you use the links in my signature to message our T-Force team. They will be able to pull up and securely verify your account and take a look at what options are available.

When an employee offers such a deal I believe tmobile should honor what was promised. Customer service goes way beyond 975 dollars but I  guess in tmobile case it doesn't. Very sad how supervisor treat customers. I may be forced to pay money but I promise I will let everyone know my experience.

I dont have a Facebook or a Twitter account

Hello Chris I'm having a similar issue where the store offered me the bogo for switching and they've said that that the deal wasn't for the phone I got even though it was the phone they kept telling me it was. And now 2 payments later nothing's changed they've told me they emailed the reginal manager but no word. Apparently they have no district manage. Can you tell me if you had a bogo on April 20th  for the galaxy s8?

I feel your frustration and I agree and feel the same I got lied to about having apple care insurance I was paying $14 extra for and when I went to Apple Store to get repair discount with insurance as 3 TMobile Reps ALL lied and said I had and could I was told by Apple directlily I was not cov at all and I drove an hour and half each time T-Mobile kept saying I was covered and paying for Apple Care but now it not covered or discounted!!! What a crock and scam of lies T-Mobile said to get more money from me!!!! I'm irate and will tell everyone and anyone who will listen so they are forewarned!  Take that to the bank T-Mobile after I've been a customer four years faithfully!!!!

We went through something similar. They started us a new account instead of using our JUMP Upgrade. We found out afterward and they haven't honored our Transfer to TMOBILE deal either. To top it all off, they are trying to charge us an additional $600 for the first account. I hurried and paid off the phones and we aren't pleased with the service.

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They had one for the GS9.

T-Mobile Offer Details - 2018 past offers

migueljd1991 wrote:

Can you tell me if you had a bogo on April 20th for the galaxy s8?

I now found paperwork of what they promised me. Their handwriting and on their letterhead. They want me to have a Facebook or Twitter to talk to them. I will soon enough if my problem isn't fixed. I will post all my proof on every single post they put on both. If I can convince just a few people to stay away from a shady company then it will cost them more than my 975 they want to stick me for. Maybe go as far as hiring a lawyer out of spite. At this moment I dont want them as my carrier. Shame on you tmobile

Thanks I've been looking and theres mo bogo for s8 so my reps lied to me or their manager was this stupid. Now I'm left holding the bag

Userlevel 4

Hey folks! We want to ensure you get the promotions and rebates you qualify for! Unfortunately, here on a public community forum, we do not have the ability to access your account. To provide the best assistance for these concerns, please contact us so our care teams can dig into what exactly is happening? 

TMobile lied to me also and similar to you, offered me a free Galaxy 7.I received my reports from Experian, Equifax and Transunion and the only negative statement on all three was from TMobile billing me for $985.00 in 2016.I know how you feel! The victim of a LYING employee.I even sent back the phone, but still was charged!

Don't waste your time here just file a complaint with the FCC. Its the only way to get these issues resolved

https://consumercomplaints.fcc.gov/hc/en-us/requests/new?ticket_form_id=39744

Thanks for the info. We are now in a similar situation with t-mobile.

I’m in a similar situation. I went into T-Mobile and got a new phone and gave them my

old phone from Sprint. Was told just to submit my final

bill and all would be taken care of. I get my final bill for $524 and submit it. I get notificatio that I’m getting a card for $214 back. Those don’t match. I called and was informed that they used the difference as a trade in credit so I didn’t have a down payment. I was NEVER told this in store. I was told to call store manager. He basically offered me a $50 credit and assured me his rep explained to thoroughly how it worked in which he did no such thing. I have now reported it to the FCC and have asked that the store managers boss give me a call

because I’m not paying $304 for their lack of explanation and information. So far thumbs down to T-Mobile. Shame on you.

Something similar just happened to me, I went in store to buy a single phone and was told about a bogo deal they had going on. I asked if I qualified, and was told I did. Then I had the two new phones attached to two EXISTING numbers on my account, he did this with no problem; told me that the monthly bill will have a credit every month for the second phone (this is actually how they do the bogo deals so ok). Now I'm getting my first bill after this and being told that deal only applies if you add a new line to your account... obviously I wasn't going to do that as I went in to only buy a single phone, and the sim cards and numbers were switched in store so the rep knew I had no intention of adding a new line. The only conclusion is the sales rep purposely lied to me in order to make a bigger sale.

Home - Bachuwa Law Ileft Verizon for T-Mobile after they told me i owed money I would have paid had they not come back and said i didnt owe it. Then jacked up my credit report with retroactive collection notices... It's complicated and got real ugly.

I am happy so far with my T mobile, although the pay off the phone thing didnt work for me either. But the above mentioned law firms works with phone companies to fix problems.

I am in a similar situation. I have been lied to multiple times. I switched to T-Mobile on Nov30 before making the switch I called about the promotion  they were offering. I was told over the phone twice, and in the store that tehu would give me a trade in credit for my current phones and pay off my remaining leases up to 650. I wenr to submit my last bill that I paid to spring of 1382 and T-Mobile rejects my submission. I am then told that the promotion that was explained to me was over a year old and that isn’t how the promotion works. so I basically got 250 ea for 2 iphone X, and 310 for a Samsung galaxy s10 plus. The amount for the iPhones was placed as a credit on my bill. The calls are even recorded. I will be reporting this to BBB.

horrible services even worse workers who lie it should be a crime what tmobile allows they're crooks, i traded two good working iphone 10s to a store in redlands off california and redlands boulevard and was told i'd get the 11 free and my bill shouldn't be anymore than $105 now i'm getting charged $140 every month with $18 on equipment charges, wonder if a lawyer will help take on a class action against these crooks

horrible services even worse workers who lie it should be a crime what tmobile allows they're crooks, i traded two good working iphone 10s to a store in redlands off california and redlands boulevard and was told i'd get the 11 free and my bill shouldn't be anymore than $105 now i'm getting charged $140 every month with $18 on equipment charges, wonder if a lawyer will help take on a class action against these crooks

I was offered a promotion for trading in my phones found out on my 2nd bill cycle no credits had been added. T-Mobiles response was sorry we dropped the ball there. We should have told you that your previous carrier made you ineligible for this promotion that’s our fault but there’s nothing you can do. I’m to the point where I might look for legal advice too. It’s ridiculous.

I was offered a promotion for trading in my phones found out on my 2nd bill cycle no credits had been added. T-Mobiles response was sorry we dropped the ball there. We should have told you that your previous carrier made you ineligible for this promotion that’s our fault but there’s nothing you can do. I’m to the point where I might look for legal advice too. It’s ridiculous.

please do, maybe a class action law suit would set these greedy crooks straight 

I applied for a payment arrangement with T Mobile and later asked about a mobile upgrade through the online messaging system.  I was told that the payment arrangement had been closed and I was able to arrange an upgrade within 24-48 hours of the conversation.  A couple days later we went into the store trying to get the upgrade and were told that I still owed money on the account.  A week later I payed what I still owed bringing the account up to date but was still told that we could not upgrade true to the payment arrangements.  I contacted customer service, was on the phone for over 2 hours, talked to several reps and several supervisors.  I was hung up on several times and treated very disrespectfully, I was also lied to and told many different excuses to why I was told the payment arrangement was closed.  I do not appreciate the way I was treated and should be able to upgrade due to being told by 2 different representatives on 2 separate dates. No one could give me a straight answer.

I was lied to by T-Mobile representative I switched  my service and traded 2 devices for better devices upon purchasing my devices I was told that I’d only be responsible for the last month bill with at&t and my old devices would be paid off by T-Mobile now I being told that I’m responsible for paying for the old devices and that I’d receive a credit towards my new devices I’ve been lied to multiple times by your employees about the service I paid to receive I’ve called multiple times only to receive a 45 minute wait with maybe 20 minutes of talk time at this point I’m contacting the fcc because this is false advertising I’d like to get this service issue resolved for whatever reason I get the run around from each time I call in 

So tmobile came to my job and convinced my wife and I to switch from verizon to tmobile. We took advantage of the bogo free galaxy deal. At that point we were told to keep our old devices and new ones would be sent. We were also told when verizon sent the final bill to submit it and they would cover early termination fees and device fees. The next day we received the new phones. Besides a few hiccups we had a decent first month with the company. Then yesterday I finally get the final bill $975. Tried to submit it and was told i missed that promotion and pretty much sorry about your luck. It was never told to us that we wouldn't be eligible or even that the promotion was going to end in 15 days. They actually told me that sometimes it takes up to 60 days to get your final bill. I called several times and spoke to supervisor and they told me sorry they can't do anything. I even tried to go back to verizon to avoid the 975 but tmobile wont let us return the phones because we are out of the buyers remorse period. So I'm stuck with either owning Verizon 975 or responsible for 2 galaxy s9's. I feel stuck and lied to. Anyone ever experience this or have any advice to get this resolved.

 

Thank you

Tmobile did the exact  same thing with us for the s10 to s20 upgrade. After 4 months of working.. still no resolution

Every time customer rep tells a different story.. The s10 promotion was applied to Iphone. We will fix it ..

 

Bottom line.. they lie about free phones , upgrades. That is the business model. 

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