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I have the best luck with T Force on Twitter and Facebook. You'll have to ride them hard but you may eventually get someone who knows how to get things done. Not every rep knows the ins and outs of making things happen.
If all else fails keep documentation and screenshots. Contact the BBB. Make sure you have no call blocking enabled that blocks scam or spam either via an app or in your T mobile account settings. Customer Relations will call you but it will be during peak times and from blocked numbers. They will tell the BBB that they tried to contact you but were unable to do so. If you get the call answer it. If it goes to voicemail you may never get a hold of that caller. They never return calls. And are usually out of the office for days at the time and will refer you to someone else at some other extension who is either away or on another call.
Also remember that there is a portion in the customer agreement that states you and they are only held to those terms within and not to any reps word or promise.
I wanted to check in with you here to see how things were going. Did you ever get a chance to reach out to T-Force as snn_555 suggested? I want to make sure you are able to get the promotion you are eligible for and T-Force would definitely be able to pull up your account and see what specifically happened.
I believe that T-Force did the best they could, they gave me two lines for price of one, which was the promotion at the time. But it boils down to the fact that I was told i would be charged x dollars for particular services, but according to T-Force there was no way that price could be honored, so I settled for something in the middle. I have learned to be extra careful when dealing with t-mobile reps, I will have a hard time believing them from this point forward.