I traded in my IPhone 6 for the new IPhone 7 in September 2016 - where the promised offer was that eventually, my monthly device charges will be waived off in rebate. (IPhone 7 - Free offer). I availed this offer by calling in - and sent off my IPhone 6 back right away (and tracked that it reached TMobile as expected).
Ever since then, and till date, I have not received any rebate on my monthly bill for the device charge. Here is my terrible experience:
Each month (and i repeat - EACH MONTH), I have called up TMobile - after the bill was generated. Each time, they have acknowledged receiving my device. The first couple of months, they assured it was just a timing thing. After that, they started transferring my phone to some department, which each time 'assured' me that they will look into my issue and call me back within a week. Each time, I have NEVER received a call. I keep tirelessly calling each month - just to hear more lies - and more assurances. The best part is - each time, the representative looks up my call record - and assures me that he has done something 'different' this time to escalate it higher up - and that by next month, this HAS to be resolved.
Been about 7 billing cycles - still waiting for a rebate that should have kicked off in 1-2 billing cycles. At one point, I discontinued my auto pay - but that just hurt me by causing excess charges - so I resumed it. I requested to discontinue - and return my device - and was asked to pay up the remaining device cost.
I searched the forum and found many users with such experiences. Is TMobile seriously a A-Grade corporation claiming to be the top service providers? I am really surprised. All i see after I switched to them is - it feels more like a Scamming company with outsourced customer service - with no system to back their investigations.