where is the rebate I was promised.

magenta2759809

    I would like to know how o file a formal complaint against Tmoblie. I am a long time customer and feel like, Tmoblie is trying to "screw me over".  I chatted, emailed and spoke on the phone with several representatives. The emails go un-responded to, the chats and phone calls all end the same { you should receive you rebate within x amount of time}.   I jumped to the new S8 during a promotion of buy one get one. With the understanding after 3 months of payment I would receive a Master card rebate to pay off the balance of the "free" phone. 3 months came around, and it showed denied. I call and I and told that was due to being placed on the wrong phone plan and under that plan I did not qualify. Tmoblie representative fault for not their job correctly, but no biggie they put me on the correct plan resubmitted the rebate told me with in 10 days I should receive the card. Wrong, I still hadn't received the card, called again and was told they could do nothing until 30 days pasted, but not to worry the card should be here before the 30 days, Its going on 45 days, I call AGAIN and I'm told they mailed the card but it got sent back to them but they would re-mail it right away, if I had not received it with 10 days to call them back. Tomorrow is the 10th day and still no card. Something needs to be done do you expect me to just give up on something that was promised? I'm starting to feel like this was done with intent, how do you put me on the wrong plan to begin with when you gave me the info about the rebate, I keep my end of the deal and pay my bill keep yours and give me what I'm entitled to.

      All replies

      • tmo_chris

        Re: where is the rebate I was promised.

        Hey magenta2759809 

         

        I don't want you to miss out on a rebate that you were promised! We are going to need to take a closer look at your account here to see exactly what has happened so if you have a Facebook or Twitter account, please use the links in my signature so that you can speak directly with our T-Force team. They will do a full review of your account and get to the bottom of this with you.

        • magenta2759809

          Re: where is the rebate I was promised.

          Yes i followed your link and again nothing, It should arrive 6-8 weeks. ITS BEEN almost 6 months. the Tforce team has actually  been the worst yet of the customer service I've received. Oh sure they are nice not rude as no one has been but they have told me ANYTHING the other associates haven't already told me.

            • tmo_chris

              Re: where is the rebate I was promised.

              Oh no! I am so sorry  Did the T-Force team let you know that the rebate had been resubmitted and that it can take 6-8 weeks? If so, do you know when it was resubmitted? I know you said that you have spoken to our care teams multiple times on this but have you spoke with our rebate team directly?

               

              You can reach them at 1-877-311-8853

              To get a live agent, please follow these phone prompts.

              1. 1. Press 1 for English.
              2. 2. Press 2 for Terms & Conditions
              3. 3. Press 2 for General Instructions
              4. 4. Press 1 for Additional Assistance
                • megmeg78

                  Re: where is the rebate I was promised.

                  I am in almost the exact situation as this, except that I have been waiting for my rebate card for over 5 months!!! I purchased a new LG G6 on May 4th of this year. The T-Mobile promotion at that time was if you purchased a new G6 phone then you could receive a free LG G PAD X 8.0 tablet. There was also an additional promotion that included a free new Google Home system from LG. I was told that the free tablet would be in the form of a rebate card that would come in the mail after 6-8 weeks. I filled out all necessary forms and registered everything exactly the way I was supposed to on the very same day. The tablet was put onto my bill as an installment purchase and the rebate card was supposed to be what I used to pay off the tablet in full. Well, like I mentioned earlier, it has now been over 5 months and still no sign of my promised rebate card. What's even worse is that I've had to make monthly installment payments and other crap fees all this time which I can't even afford. The only reason I took the tablet was because it wasn't supposed to cost me anything. I have done everything this other person wrote about doing and I have had ZERO success no matter what I do or who I talk to. I received the free Google Home system and a free personal cellspot in less than two weeks, but no sign of that rebate card anywhere. I have been a long-time T-Mobile customer and this is the first serious problem I've ever had with them, but this is beyond bullsh*t ridiculous. I'm frustrated and super upset that this is still going on. I feel lied to, ripped off, and 100% fed up. I now see that I'm not the only person this has happened to so that's what led me to make this comment. (My insanely long rant about my missing rebate card and T-Mobile's inability to do something about it.) That's all for now... 

                    • magenta2759809

                      Re: where is the rebate I was promised.

                      Yes, we are in the same situation, unfortunately.  I received a home entertainment kit no problem, but was promised the rebate to pay off one phone. I would not have gotten the extra phone if I was not under the assumption I would only have to make 3 monthly payments and then could use the rebate to pay off the remaining balance, because like you I really can't afford 2 EIP phone charges a month. Yet, I have been forced to do so, or  break my contract and ruin my credit.  I'm at the point were I have asked them to forget about mailing the card just apply the $750 dollars to my account forwards my EIP and that isn't acceptable either I do know I won't give up and will search for a new carrier once my contract is up.  Good luck, I hope we both will be given what we were promised.

                        • tmo_chris

                          Re: where is the rebate I was promised.

                          megmeg78 & magenta2759809  I definitely want you folks to get the rebates and promotions you were promised. Here on a community forum, we do not have access to user accounts so we cannot see all the specifics regarding your accounts. The number and steps I posted above will get you directly to a live agent in the rebate team. The rebate folks are going to be the most qualified to look over your situations and I have full confidence that they will be able to assist you.  

                          1 of 1 people found this helpful
                            • megmeg78

                              Re: where is the rebate I was promised.

                              I just wanted to let you know that last week my situation was officially resolved! After months of getting the runaround and told that there was no record of my rebate, etc, I finally received my rebate as well as an automatic reimbursement to my account for the inconvenience and mistakes made on T-Mobile's side. I went into the newly opened local T-Mobile store and both the salesperson and manager were able to successfully fix my situation that very night!!! I'm much happier now, just saying... ☺

                              • lisak1125@gmail.com

                                This is ridiculous!!!  I am having the very same problem as everyone else on here, plus more.  My rebate is showing denied when the agent I spoke with clearly told me that I had done everything right and it was a glitch that would be fixed.  That was weeks ago and tracking still shows it as denied and so obviously no rebate.  My daughter and myself both switched from other cell phone companies, 2 new customers and are both regretting it.  This bait and switch issue needs to be fixed immediately.

                      • magenta2759809

                        Just want to give an update on my situation. One, because I believe in fairness and two  someone else can attempt to get help the way I did.  After months of trying to have my rebate card mailed to me, I called yesterday and I was told, "we can not mail you, the rebate Mastercard" Yes, the my first thought was....you've told me it had already been mailed TWICE, once it was sent back and the second time I had to wait 30 days before another action could be taken. Anyway to make a long story short, Tmoblie did apply the full rebate amount to my account, I can use it to pay my monthly bill and apply the money I would have spent on my bill towards the EIP amount, I am satisfied with this action, just wish I wouldn't have had to beg and plead for it. Moral of this comment is, I was FINALLY given my rebate not in form I was expecting, but nonetheless I did receive my rebate and I am okay with the way it was awarded to me. I hope this helps anyone else that is having issues receiving a rebate they were promised, 

                        2 of 2 people found this helpful
                        • gesills

                          Re: where is the rebate I was promised.

                          Well, here I am, another dissatisfied customer who's been waiting since September 2017 for the promised $1K + rebate. After the application for the BOGO phone supposedly didn't go through (and no one let me know) and also after the reimbursement for what I had to pay the previous carrier somehow never was sent (although it really WAS sent), I did it all over again. When I complained about already waiting over three months, someone I could barely understand over a terrible connection told me that since I waited so long, it could all now happen in three days. That was two weeks ago, and I never believed that would happen anyway. So I did call the number suggested above, and now I'm being told that all the cards City Bank was supposed to send out to reimburse folks like me for the BOGO phones will be delayed at least another two weeks. The story is that the City Bank system crashed and all of our info needs to be put back in to generate the cards. Seriously? Supposedly the reimbursement for the buyout from the other company is "in the works". Now I'm being told that someone will call me in a week to let me know what's going on. They can't put the money in my T-mobile account (as they did for another person on this forum) because they claim they can't see the City Bank Card since it's "in the works". Maybe if they can see it in another week or two, they can help me then and put it into my account. Each time I call, people are very nice, but all they do is put me off yet another week or two--- or more--- and all I get are empty promises. This is no way to run a business. Very disappointed and at this point wishing I'd never switched companies to take advantage of these "wonderful rebates" that sounded too good to be true. Perhaps they were. I wonder how many people will sue T-Mobile if they never receive their promised rebates and reimbursements.

                            • tmo_chris

                              Re: where is the rebate I was promised.

                              Hey gesills ,

                               

                              I am very sorry to hear that it is taking so long to get your rebate! It does sound like you have spoken to the right teams to ensure that your rebate is on the way though. I know you have been more than patient in all of this but since there is already a follow up set with you, I think it would be best to wait and see what happens than to try and override the rebate process. 

                                • magenta2827826

                                  Re: where is the rebate I was promised.

                                  Okay, i have the same situation! We signed up for T-Mobile and were promised two free iPhones as long as we turned in two eligible iPhones. I was told I’d be receiving gift cards in the mail within 3 months. Well, since everything is on autopay, we never pay much attention to the bill and trust T-Mobile. But it’s now been over a year and there’s no rebate, just found out we’ve been paying monthly installments, on the new phones, and recently realized my wife was given a 32gb phone instead of the 128 she was supposed to have. Have called T-Mobile and they have no record of any rebate or the two iPhone 6s I turned in, they told me to wait a while longer.

                                  Well this is ridiculous! It’s almost 18 months and nothing! I want my refund! And where are the two phones i have you tgatcyiu have no record of?

                                  glad To see I’m not the only one having issues with these phantom refunds.

                                    • magenta2827826

                                      Happy to say that I contacted T Mobile support via Twitter and they got back to me within 2 minutes. The woman that messaged me got all of the information and was able to sort things out and issue a credit for the full amount of the two phones that were supposed to be free. It was very simple and the help she provided was amazing. Problem solved! Thanks T-Mobile!!!

                                      2 of 2 people found this helpful
                                  • tjyww@hotmail.com

                                    Re: where is the rebate I was promised.

                                    Hi Chris,

                                     

                                    We switched over to T-Mobile from Verizon back in May. The T-Mobile agent helped us to take snapshot from my Verizon online bills which shows how much I owed on  my two Iphone 8 and gave me instructions on how to submit rebate on switch2tmobile.com. And I did submit the rebate request without any issues.

                                    After almost 4 months, I still did not get rebate. So I started calling the  the help line 888 390 6867 and dealt with 3 or 4 different representatives.

                                    Each time I was told there were no issue with my request, but they re-submit my request on my behalf to speed things up.

                                    Until today when I asked to speak a supervisor, I was told I need to submit a whole Verizon bill !!! (not the snapshot taken by the T-Mobile agent).

                                    I am so frustrated, first of all, at the time when I switched over, the T-Mobile agent said the snap shot of my bill were good enough. secondly, even if the rebate department required the full bill, they could tell me months ago. Now I don't even have access to my Verizon online account.

                                    How am I supposed to get the full bill??

                                     

                                    Really frustrated and unhappy with T-Mobile!!

                                  • magenta6146366

                                    Re: where is the rebate I was promised.

                                    I'm having this same issue. I've been chatting with customer service for almost 2 hours now. I need the actual card mailed to me and they keep telling they will only issue a virtual card. Even though it clearly states in the page for Carrier Freedom I have the option to receive a virtual card OR an actual plastic debit card. This entire process has been a nightmare and I regret switching to T-mobile.

                                    • magenta6159585

                                      Re: where is the rebate I was promised.

                                      T-Mobile's rebate system has to be a bigger scam than that Nigerian thing. I wonder how many people are promised rebates, but never get them?

                                      I had the same thing happen last year, bought two new phones on a BOGO-type deal, added a new line, etc. The agents in the store set it all up, etc, and just said "Submit this and you're all good". Yeah, right. Nothing for months and months. When I finally was able to contact someone from the rebate department, they said it was rejected, we did it "wrong" and there was not much they could do about it. (The supposed explanation was that both phones had to be on a payment plan; we had one on the payment plan, and bought one right out. The agents in the store never said that, nor was there ever any notification that our rebate had been rejected.)

                                      Now, the rebate agent did offer me *half* of the amount ($250 instead of $500), which he said was the best I'd ever do. I accepted that, although I don't think it ever showed up on my statement. I bet my lawyer could get the whole $500, and more for my trouble.