I switched from AT&T to T-Mobile under the #CarrierFreedom promotion. As part of the promotion, T-Mobile promised to reimburse me for the remaining device installment agreement with AT&T up to $650 per device, up to four lines, via prepaid MasterCard. I did precisely that.
I've reached out to T-mobile to receive my MasterCards for over eight months with no positive reply. T-Mobile has been both unresponsive or outright negligent, and I feel powerless, deceived, and cheated. I've emailed the Carrier Freedom Team countless times, starting about eight months ago, and have received no response to date. After refusing to continue to be turned away to email the Carrier Freedom team, I finally reached a Customer Service Representative who agreed to look at my case. This representative claimed that the payment delay was an error on T-Mobile's part and promised that my case would be resolved and the MasterCards would be sent within two business days. I just needed to send one more email to the Carrier Freedom team. Yes, that's right, the team that was yet to reply to any of my previous requests. Well, I sent the email as instructed. Two days turn into months, during which I call periodically to get an update on the status of my case. Every time, I am told that my case is in 'processing' and a supervisor is yet to review it. Finally, I reach a representative who takes minimal pity on me and alleges to place an alert on my case to expedite supervisor processing. More time passes with no action or communication from T-mobile. I email again with no response and decide to call their customer service team one more time. This time the representative tells me that there is nothing that T-Mobile can do. They will not provide the prepaid cards. What's worse, the customer service representative claims to me that this deal I am claiming never existed and said there was no such promotion where T-mobile would buy me out of a device installment agreement. Nevermind that they are still offering some iteration of that deal today. She claims not to understand why a store manager would ever have promised me that T-Mobile would provide payment up to $650 per line that I transferred. She refuses my request to transfer me to a superior or provide direct contact information for the superior. The customer agent was condescending and spoke to me as if I was less than human. Despicable.
All the while T-Mobile was dodging their customer commitment, AT&T was harassing me for the final payment. During this time, AT&T sent bill into collections with the addition of lawyer's fees and interest, almost tripling the amount due to $10,000. My credit score is ruined, and I am on the hook for $10K because T-Mobile made a false promise of buying me out of my previous AT&T contract. The worst part of this all was that I would have never made the switch if the T-Mobile store manager did not promise me that the transition would be seamless and the payment cards for me to close out my AT&T bill would be swift. T-Mobile has the worst customer service team and experience. Do not believe their lies and make the switch; T-Mobile and John Legere need to prove that they can make things right with me their existing customers.