es718

    I called tmobile to take advantage of the iPhone trade-in program a week before the iPhone 7 came out. I was told by the rep that I can trade my iphone 6 (that I owned, not financed) for an iphone 7 at no additional cost to me. Here's what followed:

     

    - I received my iphone 7

    - I shipped my iphone 6

    - After reviewing my bill I realized they had placed me on their jump on demand program

    - I call to correct this mistake

    - I am told to send back my iphone 7 so they can cancel / refund

    - A new iphone 7 is shipped to me

    - I am assured by a supervisor that the mistake has been corrected

     

    Fast forward a month, I received my new bill. I am still being charged for the jump on demand program. I am charged for shipping charges for the replacement iphone 7. I am charged a financing fee for the iphone 7. I am not being credited for the iphone 6 which is now valued around $100.

     

    I was lied to on the phone about the trade-in. I am now being told by a supervisor that I "sold" my mint condition iphone 6 to tmobile for a a little over $100.

     

    I've made about 20 calls regarding this matter to t-mobile. I was promised full credit by some reps and was told that it's my mistake for signing a contract by others.

     

    Where can I get help? At this point I just want my iphone 6 back so I can move to another provider.

      All replies

      • tmo_chris

        Re: Tmobile & iPhone 7 trade-in

        Hey es718,

         

        I am very sorry that you had to go through so much with your iPhone order! I know that our iPhone 7 promotion was super popular and things got a little hectic to say the least. I want to make sure that you are able to take advantage of the promotion that you qualified for but we are not going to be able to see your account here on a user forum. I would recommend that you reach out to our social media team T-Force using the Facebook or Twitter links in my signature. They will be able to take a holistic look at your account and what all transpired so we can get to the bottom of this.

          • es718

            Re: Tmobile & iPhone 7 trade-in

            Last month I spoke with an account specialist who agreed that Tmobile has made a mistake and credited me all equipment fees as long as I pay taxes on the iPhone 7. I was told going forward I will responsible for my data+voice plan (around $75/month), no equipment charges. My bill just came. I owe over $1300+.

             

            This is by far the worst service I've experienced in my life. Again I am spending time on the phone with support explaining myself over and over. What is going on at Tmobile? I wonder how many other people they screwed over with this iPhone trade-in program.

              • tmo_chris

                Re: Tmobile & iPhone 7 trade-in

                My goodness! That is a very large bill! Unfortunately I am unable to see your account but what it sounds like is the person you spoke with last month billed the remainder of the phones installment plan to the bill and will be crediting the charges once they post to the bill.

                 

                Out of curiosity, is this a paper bill that you are looking at or is this your online bill?

                  • es718

                    Re: Tmobile & iPhone 7 trade-in

                    I'm looking at my online bill. Looks like I am being charged for the jump on demand + the iphone 7 that was supposed be given to me as a trade-in for my iphone 6. What a mess.

                      • tmo_chris

                        Re: Tmobile & iPhone 7 trade-in

                        Thanks for clarifying. It sounds like the person you spoke with has not had the chance to apply the credits you were offered. I would recommend that you call us again so that an account specialist can look at the notes and see if there are pending credits that need to be approved.

                          • es718

                            Re: Tmobile & iPhone 7 trade-in

                            I spoke to another rep earlier this week and he told me to give him until Friday to figure this out and I should be expecting a callback. I never received a phone call. I just called 611 and had to explain myself to someone who barely spoke English once again, all over, and once he was not able to help me he told me to hold for a supervisor and hung up on me.