On 9/11/17 my husband & I went to a T-Mobile store to switch from AT&T to T-Mobile. At that time there were several promotions being offered, including the trade up offer that consisted of a $300 reward for trading in an iPhone 5 and purchasing an iPhone 7. We had an iPhone 5c & an iPhone 5s, which we opted to trade at that time, and got a new iPhone 7 & iPhone 7 plus with our new plan. We received an immediate credit for $18 & $36 at the time of sale & then the rep/store manager told us we would receive the remainder of the $300 offer ($282 & $264) by way of prepaid Visa gift card in the mail. He also told us, more than once, that he would take care of the submission for the trade up so that it was processed & sent to us. Not once did he ever indicate that there was anything we needed to do on our end, nor were we given any means or information to do so. He told us it would take up to 8 weeks to receive the prepaid Visa gift cards. We took his word for it & left it in his hands because as far as we knew, that was protocol.
After nearly 8 weeks of not hearing anything, I began to inquire about the cards. I was directed to the promotions website where you can check the status of your "rewards", however, there was nothing there. So I asked a few times via chat & email, & no one seemed to know what I was talking about. Then we were concerned and starting to get frustrated, so we came back to the store. The first manager rep wasn't there so we spoke with another manager that was on, who made a call to "Brad", to whom he claimed to have sent an email to with the information. Brad was suppose to get back to this manager when everything had been approved, and then the manager was going to call & confirm with us. I called twice & he was still waiting to hear from "Brad." I guess he never heard from him & we have not heard back from the manager, & now we're starting to feel screwed over, blown off, ignored & like T-Mobile is trying to get out of the promotional reward that we were promised. I have also attempted to contact the first manager/rep multiple times, he is not responding. We were also told by someone at T-Mobile that we could not trade up because we did a Carrier Freedom promotion at the time as well (paid off a phone at AT&T), however, we were NEVER told that, and they had no problem taking our iPhones, applying a small immediate credit for them, and promising us a prepaid card for the rest.
So obviously this promotion is expired now and no one wants to take responsibility for this issue. Unfortunately, too little too late we found a warning online stating that T-Mobile reps were promising to submit trade up offers for customers & then not doing it. We trusted this manager/rep with this task and are now feeling like he would have said/done anything to get the switch done. We NEVER would have given our iPhones over for $18 & $36! We could have donated them and received a tax write off for more than that! I regret switching. Next step is formal complaints with BBB and Attorney General.