In May of 2017 I went in to the Annapolis MD T-Mobile store in the mall to ask about the BOGO Galaxy S8 offer. I was told that since I had an Unlimited Choice plan I just had to add another line, buy the phone, and they would send me the prepaid Mastercard for the amount of the second phone ($750). I didn't need a 5th line, but added it anyway ($10/month). The salesman told me it would take 10-12 weeks for the rebate to be processed and gave me some offers for Netflix, etc. There was no other paperwork on the rebate. I waited 3 months, then went to the T-Mobile store on Riva Rd. to look at other phones for my wife. While I was there I asked if they could check the status on the offer. The salesman called the team that does the offers and explained the situation to the person on the other end. He told me they said there was no record of the rebate being processed in their system at all. After explaining the situation to the person on the phone, they checked the account for eligibility and agreed to put me in the system while I was there in the store. He gave me a tracking number/offer number, and the website where I could go check the status.
8 weeks later I started checking the website and saw that it was submitted, with a $0 value. I went back to the second store to check on things, and was told it was denied because I had an ineligible plan type. The salesperson was busy, so said he'd call me with more details, but never did. I returned to the Annapolis mall store where I originally bought the S8s, and talked to two saleswomen about the situation. After some back and forth, they said they'd have the manager call me in a day or two. A week later I went back to the store, and talked to them again. Another salesman got involved, and said he had "good news," I just had to change to the One plan" and then I'd qualify. I told him I wasn't interested in that, as it would have bumped my bill up over $50/month, costing me more than the BOGO was worth. I explained that I already added a 5th line that I don't need or use because it supposedly made me eligible for the offer. He said he'd have the manager call me in a day or two. Again, I waited a week to give the manager time to look into it. Still no call. I went into the store a third time, and talked to one of the first saleswomen that helped me with it. She also told me that if I changed my account type I could still qualify for the offer. I explained that I was told by that store's employee that I ALREADY qualified for the offer by adding a line I didn't need when I bought the phones. I insisted that she call the manager while I was there. She called the asst. mgr (mgr. was allegedly on vacation), "Antonio" and talked to him for a couple minutes. She told Antonio the situation, and he asked her to verify it was their store that sold me the phones. She confirmed it, then read him the salesperson's ID number. They allegedly couldn't figure out who the ID number belonged to (I guess to verify my story to see why he never processed things). While I was there, another saleswoman overheard the discussion and wandered over. She looked at the paperwork and said I was the second person within a week that came in with that problem. The saleswoman on the phone talked to Antonio for a couple more minutes, then hung up and told me that Antonio had kicked the situation up to the district manager, and that he (Antonio) would call me back, you guessed it...in a day or two. A few days later I went back to that store yet again, and this time was told that the district manager said he'd call me personally. They promised to have him/her call me. That was almost 10 days ago, and still no call, no resolution. Meanwhile, I'm still making payments on a phone that I was supposed to have been able to pay off by now. I've spent countless hours (not to mention the stress/anger!) pursuing something that should have been simple-if I had been told I needed to switch account types I would have passed on the offer.
Please help...I'm about to the point where I'll eat the loss and cancel my service with T-Mobile. We've been customers for years, but I won't stay with any company that fails to keep their promises to me. If I do leave, believe me when I say I won't go quietly.