So back in November, we wanted to take advantage of the offer we saw on many commercials around Thanksgiving that if you switch to T Mobile they will pay off your old bill and you can get BOGO iPhones. When we were at the T Mobile store, everyone in store (two sales people AND the manager in Hamilton, NJ) told us we could apply for both rebates. They even set it up for us and had me come back the next day to confirm it went through. So we get the rebate for the old ATT bill but never get the rebate for the BOGO iPhones. We took advantage of this deal x2 for our entire family, even though not everyone would need a new phone. That's our proof showing you how much we were led to believe that we could take advantage of both Carrier Freedom and the BOGO rebate.
So two months had passed and I still didn't receive the rebate.
I called T Mobile customer service promotions department and they say the offer can't be combined. They say that once you take advantage of carrier freedom you can't do BOGO. One lady even sends me the terms and conditions. Which for the promotion we qualified for didn't stipulate that it couldn't be combined, even though it DID for other offers. I spoke to a supervisor and she told me in the terms and conditions she could see (which were apparently more extensive?) for the offer, she said they could NOT be combined and said there was nothing she could do except give us a small credit to the account. She blamed the store manager saying he was responsible for what information he gives out to customers. However the salespeople checked online and called someone at T Mobile to make sure it could go through. Even if it is the 'manager's fault' it is T Mobile's responsibility to choose managers who don't LIE TO THEIR CUSTOMERS. T Mobile is trying to blame one of their lower-tier employees instead of taking responsibility. If this were a $20, I would not go through all this trouble. But this is the price of TWO NEW IPHONES. OVER A THOUSAND DOLLARS!!! Please do not tell me you "can't put it into the computer because you'll receive an error message." Someone needs to resolve this. If we can't go the route of redeeming this promotion, I'd like a credit to the account equal to the money we lost. Now I'm actually going to have to go to the same store and pray that the same manager and salespeople are there and that they can remember the events of 2 months ago...
Even looking at the T Mobile BBB website, I can see I am not the only one this has happened to. BBB states "Consumers also allege T-Mobile's representatives promise certain plans and discounts; however, upon receiving their first bill, consumers realize they are being charged for a plan and price that was not agreed upon. Consumers claim when they call the company to fix the discrepancy, there is no way to verify what was promised, as notes in the company's system are contrary to what was agreed upon or are non-existent."
Please someone resolve this as quickly as possible.
*edited thread title for relevance - Marissa