I signed up for sep 2016 iPhone trade up offer to trade in 6 old iphones, offer valid from 9/8-9/18. They had me sign up for eip plan which I did. They were going to credit my account for price of the phones monthly. Only 2 of the lines on my account were being credited. When I called in about the other 4 iPhones, they said that promo had ended. Which is not true since I purchased all the phones on 9/15. I have all the documentation to prove it. They had a concurrent promo running at the time which started on 9/15 for "One" rate plan customers but that is not offer I signed up for. All the dates are clearly on explore T-Mobile.com which I tried to explain to all they reps but they apparently can't understand English and are all confused.
I have called them numerous times totally more than 6 hours trying to sort this out. Tmo reps gave me every excuse possible, like this offer was for new customers only, had to be on "one" plan, you are getting such a good rate plan now so its as if your getting the phone credits anyways. They basically called me a liar because I told them I had screenshots of promo with apple photo time stamp. They said I could have changed the time stamp on my photo so they can't accept photos. What???#^#% Are you serious??
They kept changing their story, after expressing my frustration, they decided to give me bill credit of $400. After 2 weeks of bill credit on my account, out of nowhere decide to charge my credit card for the $400. So this months bill is almost $800!!!!! What is going on????? I call rep and all they can do is "escalate".
After waiting weeks still without an answer, when I called them again. Rep said there is no answer all I can do is escalate and wait to hear from us. So frustrating and more waiting. Think twice before giving tmo your credit card for autopay. Also they do not honor their promotion even though it is clearly on their website. This is false advertisement. They will give you runaround & excuses. Is there anything I can do? Can anyone help? I can't afford to be paying 4 phones at full price, i would've just kept my old phones.
I'm at my wits end with T-Mobile, I use to brag to everyone how great they are but not anymore. I use to tell people to switch, but not anymore. I just want them to honor their promotion on my account.