I’ve spoken to at least 8 reps and they all lied and still charged me FULL price, with a trade in. Total SCAM.
Don’t mail your phone to T-mobile, I tried to turn it in at a store and they wouldn’t let me. They told me to call T-Mobile, while I was in a T-Mobile.
T-Mobile running a trade in SCAM and no one will help you resolve it.
A True national advertised SCAM. Don't fall for it.
Don’t mail your old phone to t-mobile
T-Mobile running a true trade in offer and free phone offer SCAM. What to do?
Anyone willing to start a class action Suit I am on board. They must be stopped, its inevitable-true Scam with no avenues of relief at T-Mobile.
Don’t mail your old phone to T-Mobile, it will go in Limbo.
I was told I was “eligible” for a “free” phone. My bill increased by $8.00 a month and this phone will be “free” in 2 years! The credited a small amount to the first bill I received so he monthly payment was less. The next payment was showing the increase. I called Customer Service. They couldn’t do anything I would have to return to the store. I returned to the store. According to the young lady I was credited for my old phone and received a big discount on my new phone and that is why the increase is “only” $8.00. I would return the new phone, BUT I was outside the 30 return policy. Of course you don’t know what the new billing amount is until the second billing period. Outside the 30 day return ( which has all kinds of charges to return). I explained I was told several times by the 2 gentleman working that day that the phone would be “free”. She, of course, could not do anything I would have to call customer service! Now the run around begins. She will get in touch with the Regional Manager. This is not the end!!
I’m having a similar problem. T-mobile really loves to give you the work around and they will try to sneak charges in at any chance. We had sprint for almost 20 years and never got treated like this. T mobile sent us several messages about free phone offers due to the forced 5g network requirements. One of them guaranteed a free phone up to a certain price with no fees, no taxes, no trade in or contracts. I talked to one person and then her manager. He told me that we could work it out, but I had to go to the local store and have them verify the message. he would have her call me back in one hour. Well an hour and a half later I got tired of waiting and got ahold of another person. I ended up staying at the store for three more hours before the next string of people told me that I had no reason to be there. This string consisted of the usual service person who sent me to their manager before he’d approve the deal. He’d give me back to the regular person who would claim to put notes down on my account saying that I was approved for the promotion (they sent a text about it 3 days prior). The last sales person that day tried to add a subscription service to my account. She also tried to add monthly taxes for each phone. Eventually I convinced her that since the deal said no taxes that she should honor it. She did it for two phones and then gave me some bs that she’d call me back early the next monday morning. She claimed that she could not do the third one on the account until then without adding tax. She never called back either. Four hours after she was supposed to have called I started a few more strings of calls. One ended when the confirmation text wasn’t going through so the guy said that he’d call me back and he never did. Twice more i got promises from the first department that they’d put notes in saying that I should get the deal as advertised. The last lady said that it didn’t matter and she couldn’t see any notes on the account. She transferred me over to her manager. He didn’t want to be helpful, but eventually said that he’d escalate it. Now I’m waiting 3 to 5 days to find out if he’s even going to call me back. I was transfered so many times and after every non manager transfer the new person had no idea what the situation was. I wasted almost 10 hours calling, waiting, and driving. If this inquiry goes follows their usual bs then I’m leaving tmobile.
I also got scammed. I switched from a different tmobile account (my ex was account holder) to my mom who set up a brand spanking new account with tmobile on magenta max after I told her it would be a great deal. Yeah. I feel absolutely awful about that now.
So before I switched over to her account I checked for a potential promo for a phone upgrade for myself and my PRISTINE, ABSOLUTE MINT-STILL-HAD-THE-STICKERS-ON, PAID OFF S9 plus. And lo and behold it said up to $800 off. Clicked and read everything down to the fine print. My phone was eligible. Spoke with a rep who assured me that I would receive a credit of 30.33@24 months, aka $800, aka my Note 20 Ultra that I got would be $399.99 instead of $1199.99.
She knew I was switching in from a tmobile account and not from a different carrier. All this was talked about in excess when we set everything up. I'm very thorough when doing things like these. Which is also why I read the fine print etc.
Queue first bill and instead of paying the $16.67 (normally $50, but with the credit of $30.33 it comes out to $16.67) my device charge is over $30. I of course call and speak with a rep with whom I figure out that the wrong promo was applied. They applied the $500 off promo, which, btw, isn't even what I'm getting. Right now my monthly credit is coming out to ca $470 overall so a ripoff within a ripoff. Go figure.
That rep (Paul) says he will definitely fix it and that was a mistake for sure and that it will be reflected in the next billing cycle. He also gave a credit for the difference for that month. I thought "ok, mistakes were made; moving on...."
The next month rolls around and guess what? It remains unchanged. So again I call and this time a woman (Izabel) tells me he should have followed up with me and that she will "DEFINITELY FIX THAT FOR ME AND CALL ME BACK A WEEK LATER".
We even set a time. Mind you, I'm always very, very accommodating and friendly towards customer service personnel, so I asked her for a time that would work for her. Pretty ridiculous. Considering I sat there waiting for her call for 2 hrs until I had it and called customer service myself.
Enter the next rep. Who now tells me that I'm not eligible for the $800 off promo because I didn't switch in from an outside carrier.
So 3 other prior reps didn't catch that I supposedly am not eligible? The fine print didn't mention that...?! Nothing anywhere/nobody mentions this.
And then she told me there's nothing they can do. They can't override it. They can't apply a discount. They can't do anything. I told her that a difference of $380+ dollars is huge for me. If I had been made aware of this I would have never even traded my phone in. My paid off, mint condition phone, that I could have gotten unlocked and taken anywhere else. She says nothing other than there's nothing she can do and then falls silent. So I said that I want my phone back then, this was all done under false pretenses, I was absolutely baited and switched and she says "well the remorse period is over now, so we can't do that either". And when I reminded her that I was strung along this entire time to no fault of my own, over a mistake made by a tmobile rep in the first place, all she had to say was, again, "sorry that's all I can tell you".
Of course everybody is always so sorry. Sorry for the inconvenience. Sorry for this. Sorry for that. And of course they are always sooooo sorry they can't do anything for you...
So now I have to figure out how to pay for this because if I don't then I end up with no phone at all. This is absolutely horrendous and a grade A scam. Unbelievable.
And then she has the nerve to ask me if I'd recommend tmobile based on my experience today.
No. No I WOULD NOT RECOMMEND TMOBILE TO ANYONE. Unless I really, really hate that person.
This is insane.
I went back today and reread the promo guidelines again, thinking maybe I really missed something. NOPE. It doesn't state anywhere that the promo excludes transfers from the same carrier. All it says is which phones are eligible and that you have to add a qualifying line, which we did. And they give me this crap about me not qualifying because I switched from tmobile.
So how am I then qualifying for the same promo basically, just at 300 bucks less? Guess that excuse only works for my promo?
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
Do not agree to anything less than what you are supposed to get and always put your complaint in writing per the most recent terms and conditions--within 60 days to T-Mobile Customer Relations, P.O. Box 37380, Albuquerque, NM 87176-7380. T-Mobile makes money off of you when you don’t fight them.
The problem is that they strung me along just well enough so I can't so anything short of getting a lawyer involved.
I'm a single mom, I have a bunch of chronic health issues and a small child with a heart defect, I honestly can't afford the time or money to do anything about it. I set the contract up back in september or october, didn't find out they had INTENTIONALLY screwed me until december or so. And now I just have to concede. Hope tmobile is proud of it's accomplishments. I was always loyal to this company, just simply because I'm german. Always spoke well of them and recommended them and they have just screwed me with utter disregard. They have definitely set a new record for disappointment in my book.
I really don't know what else to say. But they have showed me they don't give a shit, not even knowing full well in how bad of a predicament this has gotten me. I told the rep. But yeah, she was "sorry".
Disgusting.
https://twitter.com/Jeff_Popkin/status/1503030185351950350?s=20&t=UDI5NeQxN-VKTmW6BFprtA
Is @TMobile governance engaged in #contractfraud? T-Mobile doesn't honor the contract formed online upon check-out. T-Mobile keeps no record of that transaction! T-Mobile doesn't care what its shopping cart quotes the customer--relies only on EIP and published promotions only.
The fact that this post has been up for 3 MONTHS with multiple customers complaining about a huge problem that could end up in legal action (and this isn't the only post of this nature) and not a single rep has even bothered to chime in... that says a lot. The silence is truly deafening.
I get faster responses from blizzard gms 
or from a ticket regarding a FREE game. This is really the absolute bottom-of-the-barrel/what the hell are you thinking customer service. And to still get surveys feels like a slap in the face.
One person in Mass already took to a news outlet consumer reporter. They changed things to make it look like they were remedying the issue. She definitely got a better deal and it must have looked good on paper, but it was obvious the minimum was being done only to look good. Only because someone (news) that mattered was looking.
To know that - they are 110% aware of this happening and then fake it just for obvious reasons to go back to happily employing textbook BAIT AND SWITCH tactics:
"In the United States, courts have held that the purveyor using a bait-and-switch operation may be subject to a lawsuit by customers for false advertising, and can be sued..."
The way this has been handled is the epitome of what customer relations SHOULD NOT BE. An expanded network alone will not keep your customers. Even giants fall and if tmobile keeps this crap up it probably won't take very long for all that effort, all the expansion and merging to gain towers and customers to be for nothing.
I won't be "sorry" when that inevitably happens. Not for the company as a whole nor for the deceitful, uncompassionate reps involved when they lose their jobs.
I worked in customer service for well over 10 yrs and will probably end up back there soon. Never have I, nor will I show such disregard for my customers.
Your reps literally fall into the "you had one job" category. They defy their own job description because they certainly do not SERVE their CUSTOMERS. That much is crystal clear.
Man... if anybody stumbles across this coincidentally and doesn't end up here because they've already fallen pray to this sham promo, I truly truly hope you heed the warning and don't trade in. Don't fall for any promos or what reps say (no matter how many screenshots or "evidence" you have, trust me, they know what they are doing is wrong already and they could not be bothered, wouldn't be a bit surprised if evasion tactics are part of the training); better yet, don't even go with tmobile at all. I can't stand verizon because they pulled something similar, I'd just go back to straight talk.
Hindsight... 
✨️
I hate that TMobile seems to have"Verizonized”. Based on what I'm seeing and reading, I'm glad that I traded in my Galaxy S20 Ultra (for the S21 Ultra) and my iPhone 12 Pro Max (for the 13 Pro Max) directly to Samsung and Apple respectively rather than to TMobile. I will admit that I got what expected when I traded in the iPhone XS Max for the 12 Pro Max via T-Mobile ($550 off over 30 equal credits of $18.33 and $450 paid over 30 payments of $15 per month). Be that as it may, I will deal with the manufacturer rather than the carrier for future trade-ins.
Start a claim through Fairshake against Tmobile
Just got off a chat with a rep a T Mobile. Asked a question 5 times in the hour chat. Not once did she answer but tried to get me to DOWNGRADE my phone!! WHAT?? Their customer service sucks. I had them for 3 years and only switched from Verizon because of some awesome deal that wasn’t really awesome and now Verizon is coming up the same exact price, which we knew was going to happen. I have barely any service where I go. I have the 12 pro max, never in 5G, let alone 4g. Mostly LTE. After I finally told the later to stop texting me, 5 min later someone called me. I was so pissed I said call me tomorrow. Your customer service sucks. I have all the messages. But bye bye
Fairshake will charge you 20% of what they get from T-Mobile. Another way to go might be small claims court but they have the “we read you the disclaimer” defense. However, nowhere in their disclaimer does it have to say they need to be honest about the condition of a trade in device. In my case there is no doubt that they lied about the condition of my device. We need more people to speak up about the way T-Mobile operates when it comes to how they abuse their position to steal the property of their customers. To show you how little T-Mobile actually cares about this issue, they literally leave this thread up for everyone to see. They could not care less about you as a customer and if you don’t want to be treated this way by them, you can just go away… it’s literally no skin off their back.
It is fascinating how they said I could get free phones to replace my old devices, offering a $250 trade in value for old Galaxy S4 & S5’s. They are asking for all kinds of information on what appear to be actually worthless devices so they can deny the $250 credit advertised. At some point the DOJ will go after them, get a huge settlement for .gov & the customers will still be hosed. Possibly a class action suit in which we will get pennies but the atty’s will do well.
Amazing!
Go to one of the stores today to sign up with T-Mobile and take advantage of their 800.00/phone trade in. I would be transferring 4 lines from Verizon whom we have not had good service with. Trading in 4 iPhone 11’s for new 13’s so we can take advantage of 5g. Spend 4 hours going through the motions as the store was fairly busy. Get toward the end, they run my credit and proceed to tell me that I would need to put down 1800.00 of the 3200.00- half the cost of the new phones… I ask why, they tell me my ‘credit class’ didn’t approve me for 4 phones. I ask what determines ‘credit class’.. I’m told that it is based off my credit- I’m baffled!
My credit is 823, granted it has fallen in the past month from 838 because I applied for a Costco citicard which now carries a 141.17 balance.
I was told that “the system” determines how the credit class is applied and there was nothing they can do. Irritated, I hopped on the phone with customer service to find out what it actually takes to “finance” (was the term they used which I thought was weird because we were supposedly trading for credit- finance wasn’t even part of the discussion)new phones. Nobody has a clue?! Store manager, store employee, customer service,and customer service supervisor blame “the system”.
Here’s the thing: We own two houses, one is completely paid for the other has a very small balance and generates rental income, we have 3 new-ish cars and a brand new boat that are completely paid for- we are a low 6 figure income household with ZERO(141.17)debt. If we don’t qualify, I don’t know ANYONE who would.
This appears to be the classic bait and switch and as another contributor mentioned, is against the law.
My wife says, “let’s just buy the phones and move on”
Not a chance! If they’re willing to bait and switch at the genesis of the business relationship, they cannot be trusted throughout the remainder.
I don’t normally take much of my time to complain, but this is blatant fraud and I intend to draft detailed letters to the FTC as we as DOJ.
Edit: Proofreading this and I realize I may sound entitled. I share this information as an example of how this trade in offer is a shell game and not what it appears.
Amazing!
Go to one of the stores today to sign up with T-Mobile and take advantage of their 800.00/phone trade in. I would be transferring 4 lines from Verizon whom we have not had good service with. Trading in 4 iPhone 11’s for new 13’s so we can take advantage of 5g. Spend 4 hours going through the motions as the store was fairly busy. Get toward the end, they run my credit and proceed to tell me that I would need to put down 1800.00 of the 3200.00- half the cost of the new phones… I ask why, they tell me my ‘credit class’ didn’t approve me for 4 phones. I ask what determines ‘credit class’.. I’m told that it is based off my credit- I’m baffled!
My credit is 823, granted it has fallen in the past month from 838 because I applied for a Costco citicard which now carries a 141.17 balance.
I was told that “the system” determines how the credit class is applied and there was nothing they can do. Irritated, I hopped on the phone with customer service to find out what it actually takes to “finance” (was the term they used which I thought was weird because we were supposedly trading for credit- finance wasn’t even part of the discussion)new phones. Nobody has a clue?! Store manager, store employee, customer service,and customer service supervisor blame “the system”.
Here’s the thing: We own two houses, one is completely paid for the other has a very small balance and generates rental income, we have 3 new-ish cars and a brand new boat that are completely paid for- we are a low 6 figure income household with ZERO(141.17)debt. If we don’t qualify, I don’t know ANYONE who would.
This appears to be the classic bait and switch and as another contributor mentioned, is against the law.
My wife says, “let’s just buy the phones and move on”
Not a chance! If they’re willing to bait and switch at the genesis of the business relationship, they cannot be trusted throughout the remainder.
I don’t normally take much of my time to complain, but this is blatant fraud and I intend to draft detailed letters to the FTC as we as DOJ.
Edit: Proofreading this and I realize I may sound entitled. I share this information as an example of how this trade in offer is a shell game and not what it appears.
While nobody except TMO knows how they determine credit worthiness, here is why they need to categorize you for credit. All of your new phones will be charged at full price to your TMO account as a zero interest loan with 24 equal payments. Your promotion is that you receive an equal monthly credit for all of your phones as long as the phone line stays active for the entire 24 months. The phone purchase and the promotional credits are two separate transactions and will show up as separate line items on your bill even though the net charge is zero.
Credit decisions for unsecured debt is a total crap shoot at times, especially credit card applications. I suspect the TMO “credit class” is basically a TMO credit card that is secured from a bank and it is that bank who determines credit amount.
“823 isn’t a crap shoot, unsecured or otherwise”
- every creditor in the world.
“823 isn’t a crap shoot, unsecured or otherwise”
- every creditor in the world.
My comment was based on credit card reviews on Credit Karma where high credit score applicants were denied for certain credit cards. Here is a Forbes article on why this happens:
Please don’t take this as me saying you fall into any one of these reasons, but I am simply saying that high credit score applicant do get denied.
I have also had personal experience similar to yours but I take it more of a “we don’t want your business” instead of “your credit sucks”.
I also wish I could get into a lawsuit, this is ridiculous. They told me 800$ trade in credit and then say that it was only as a monthly bill credit and I cant pay it off with that deal, so I am stuck with my phone for 24 months or pay the full amount 1000$ even though i have an 800$ credit, very misleading and will not be getting a phone with t mobile again, might even switch service if another place ends up being cheaper.
This is the screenshot I took before I went in to make sure my note 10+ star wars edition and galaxy s20 fe were eligible. Months later still never received $800 credit or anything for either phone. I was very patient but now I'm very upset and am going to take my business elsewhere and tell everyone I know not to trust this company. I've been with sprint since about 1998 and definitely upset how everyone is being treated by this company!
I’ve spoken to at least 8 reps and they all lied and still charged me FULL price, with a trade in. Total SCAM.
Don’t mail your phone to T-mobile, I tried to turn it in at a store and they wouldn’t let me. They told me to call T-Mobile, while I was in a T-Mobile.
I notcied that too they offer $1000 to rade in my phone but at the end it shows my bill and it never takes of that $1000 or does it show that discount anywhere. They just falsely advertize amounts they have no intent pf following up with its BS.
T-Mobile running a true trade in offer and free phone offer SCAM. What to do?
Anyone willing to start a class action Suit I am on board. They must be stopped, its inevitable-true Scam with no avenues of relief at T-Mobile.
Don’t mail your old phone to T-Mobile, it will go in Limbo.
They REALLY F-d me, not only did they offer me $800 and told me my new phone would be FREE…and I asked each rep several times to make sure…several reps couldn’t even speak English well so I had to call back to verify. I sent in my phone, which was immaculate and actually worth more than what I traded it in for (I traded a 12 pro for a 13 mini). So then when they sent a bill and saw a charge for the phone, I called and they’d told me I was being charged for the phone each month, so I told them to cancel the account and send me back my old phone…to which they replied they couldn’t but they’d send me $200 for it!!! Not even enough to get a phone!!! These people are criminals, they draw you in with a bunch of lies and BS. BUYER BEWARE!!! If anyone starts a lawsuit, I’M IN!!!
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