I switched to Tmobile on 10/19/2017 which was my biggest mistake. I should've stayed with Verizon like i did for past 15 years.
It's been roughly 4 months and I haven't still received either trade in credit for my iPhone 6 or ETF Rebate for my 2 other lines.
I've been calling and visiting Tmobile stores because I paid $600 out of my pocket only because i trusted Tmobile would process it in timely manner.
Every time I call the rebate center, they give me different answers. Four different people confirmed that I would receive rebate which never happened and I was given a tracking number which says processing error. I was told i would receive a call shortly which NEVER HAPPENED!
I called today again because I was told yesterday that I would receive a virtual prepaid card within 24-48 hours after waiting 4 months.
I checked online with the tracking number and It says "PROCESSING ERROR" again. The agent said "It's denied because your time frame has passed."
I dont think she knows what's going on. I got so upset and i told her if you can't help me, I will just go to the tmobile store and have the agent call you. Instead of putting effort to resolve my problem, she said "OK" wtf.
As for my trade-in credit? After speaking with 3 different reps saying $12.50 credit will be applied to your account automatically for 24 months, I've been patiently waiting. The truth is? They dont even know where my phone is.
Without checking it, i was told it has physical damages so it only worth $60. Hello? I did inspect and the agent at the store inspect before I traded in and there was absolutely NO PHYSICAL DAMAGE WHATSOEVER. I asked to send my phone back. They said they can't.
The question they asked? "Did you fill out online trade in form?" I was like "I dropped off my phone at the store on the day i signed the damn contract with Tmobile."
I asked them "Did you even have my phone and inspect it?" I was told "They should've"
Although there are some nice and smart customer service reps who understand the frustration and are willing to help, it's either their customer service system sucks or they are not trained well. The overall my experience with Tmobile?
NEVER EVER SWITCH TO TMOBILE!!!! FALSE ADVERTISEMENT! They try everything to not give you money which they promised.