Just want to add my story, too, which is so similar to yours.
In December 2017, I went to the store and got 4 Samsung phones per BOGO promotion.
Came to find out that only one rebate/BOGO is shown on the account as being submitted, which in actuality were 2 submissions for the 4 phones. In addition, the one rebate BOGO reflected on the account is shown as DENIED for reason incompatible with what I got.
The Customer Service Rep(CSR) said that he will escalate to the management and there was,indeed, no reason for denial of the submitted BOGO.
For the BOGO not shown, the CSR attempted to blame it on my daughter that perhaps she did not submit the request. DO NOT EVEN GO THERE AND INSULT US!
Do YOU really think I did not submit the request for over $750 that I really needed as a single parent? Wow, speaking of the tone and the way you convey the message; abrupt and sarcastic.
Quite sure I will have to call few additional times in the near future and get answer or better say " on-spot deceitful answer with no result." Sometimes I do believe the CSR just answers to you and tries to get rid of you after inquiring about issues (as it appears to happened today).
I want to ask you T MOBILE MANAGEMENT:
1. why do NOT send an email confirmation when the refund /rebate submission is done?
2. why do NOT inform the customers that their refund submission is denied? a text, email etc will be very much appreciated from you.
3. why do NOT train your staff accordingly so the customer get proper answers and NOT waist time and energy trying to navigate the incompetence of CSRs?
4 are you relaying on people's lack of time (being busy and taking advantage of this) to create confusion by not having properly trained staff and giving the correct information upfront?
OF COURSE, perhaps I will never receive any answer to this. However, I will make sure that the corporate offices will hear from me with detailed info/ names and dates with regard to all my phone calls. I did not intend to do so initially, but for sure today's conversation changed this option.
Just the thought that I am losing approximately $1500 makes me really mad. Really, there was no sympathy on the voice of your CSR talking to me today; and " Have a nice day!" afterwards... WOW speaking of being sarcastic::: hmmm....we got your money, but you go ahead and have a nice day!
Each time you ask a question they either transfer you to another unhelpful one, hang up or better listen to you and nothing happens ever like my phone all never existed. ' Am I in the twilight zone?' I kept asking myself over and over.
Will have to re-evaluate whether continue have this carrier. Will do more research and try to depart. The frustration and headaches are getting too many and too intense.