Bait and switch?

usmc2471868

    I called about my reimbursement from T-Mobile because I had switched several of my phones and a tablet from AT&T to T-Mobile. I've called several times about the reimbursement process and each time I've been told there was no issue concerning my switching my family's account over to T-Mobile except when I had issues with the website I was asked to email the final bill showing the itemized charges. Weeks later, when I call this morning to check on the status I am now I am being told I have went past the time for reimbursement but I can request an extension, but I also have to pay the entirety of the previous account balance before being able to receive reimbursement. This is not consistent with what I was told from the sale an other conversations whatsoeve. I did everything I was asked to do up to this point to find out nothing I was told previously mattered and oh btw sorry for the inconvenience. What the heck is going on? I would never have switched if I was going to get hosed like this.

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      • e2k

        Re: Bait and switch?

        You are always responsible for paying the ETF/EIP with your previous carrier. T-Mobile does not pay it directly, they merely reimburse you. The details of the program are outlined here: T-Mobile Carrier Freedom

         

        Salespeople often stretch the truth. The best course of action is to verify everything in writing beforehand.

         

        I suggest you work with T-Force to help resolve your issue. They are able to expedite things much more efficiently than front-line customer care reps.

         

        To contact T-Force

        Go to the Contact Us page and use the Facebook, Twitter or Google Plus link under in the “Social Support” section.

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          • usmc2471868

            Re: Bait and switch?

            From T-Mobile:

            For your current plan

            To take advantage of plan reimbursement, you need the following:

            • An Early Termination Fee (ETF) or a device payment plan with your current carrier.
            • Submit a final bill showing the ETF (or "Contract termination fee") amount or remaining balance due on your device payment plan, as well as your name, address, and phone number(s) from your previous carrier. Depending on your carrier, a device payment plan may be listed as EIP, Edge, AutoPay, or Next.
            • An eligible mobile number that can be transferred from your current carrier to T-Mobile. You can transfer from major national wireless carriers. Pre-paid plans or non-wireless contracts (such as Amazon.com) aren't eligible for Carrier Freedom.
            • An active account in good standing.
            • Activate a new line of service on a T-Mobile ONE or Simple Choice postpaid plan. Pay In Advance (prepaid), Simple Choice No Credit Check, and Mobile Internet rate plans don't qualify for this offer.
            • Purchase a qualifying phone or device. Purchases made on or after May 31, 2017 must be completed on device financing

             

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            I agree that the ultimate responsibility for paying my previous carrier is 100% my responsibility and that I do not dispute. Essentially the issue is where after doing my due diligence, why am I being informed differently from employee to employe and where the disconnect is.

              • Re: Bait and switch?

                Can you submit the proof of the emailed information you sent to T-Mobile from your sent folder in your email?

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                  • usmc2471868

                    Re: Bait and switch?

                    An interesting question as most email providers provide the ability to save sent messages so of course I can, but I don't think that information is something I would post into a forum.  On that subject, I would hope that such conversations would have been annotated as I was being transferred from departments to discuss the issue and was transferred to a manager who provided the specific email address and remained on the phone with me as I sent it to them.

                      • artart

                        Re: Bait and switch?

                        usmc2471868 wrote:

                         

                        most email providers provide the ability to save sent messages so of course I can, but I don't think that information is something I would post into a forum.

                         

                        On that subject, I would hope that such conversations would have been annotated as I was being transferred from departments to discuss the issue and was transferred to a manager who provided the specific email address and remained on the phone with me as I sent it to them.

                        Hi usmc2471868

                        If you have the email proof snn_555 asked about, you can submit that to the T-Mobile service reps at T-Force, which e2k mentioned.

                         

                        The link e2k  is a great first step, to make sure you have as much understanding of the T-Mobile policy as possible.

                        The second step would be to have all your email documentation ready to "submit" as snn_555 suggested.

                        Third step is to contact T-Force as e2k also suggested.

                         

                        The lack of continuity from one phone rep to another does happen. You will not have to worry about annotations or having to repeat yourself if you have to deal with more than one specialist at T-Force (Contact T-Mobile on Messenger )  . Since all conversations take place in writing the reps have the ability to read everything discussed before, even if you need to deal with more than one rep over a period of time.

                         

                        Definitely have a link to this thread handy. You could have your opening statement written out before hand and include the  link to this thread. The rep will read the whole thread and then be immediately up to speed on your issue. He will ask a few questions and then he will provide some solutions.

                         

                        Art

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