I have been a loyal customer for many years now and this is the first time customer service has completely failed me. I decided to go into a Tmobile store to ask if I was eligible for the black friday trade in promotion. I was going to trade in my samsung galaxy s6 for a samsung galaxy s7. I asked multiple times while my trade in was being processed to make sure that I was truly eligible and the employee said yes of course you're fine nothing to worry about you got a great deal and won't have to pay for the phone. I believed her and left the store with a brand new samsung galaxy s7. I got a text for this month's billing cycle and it was way more than I usually pay for and I was totally confused, so I called support three times and got the same answer. I was not eligible for the promotion and that they made a mistake on their end. They kept insisting that I was alerted of the mistake on 12/14 through text and that I must have ignored it due to the text being sent aroung the holidays. I did not receive a text alerting me of this mistake because I would have talked to them about this issue much earlier than now. I only kept receiving texts of my monthly bills and nothing more. A text that important would not have gone unnoticed. Now they're telling me there's nothing they can do for me and that I just have to continue paying for the phone. This does not make any sense that I have to unwillingly pay for their mistakes. I am lost on what I should do.