Dear T mobile team,
I placed an order for a new line to my existing account and then ordered 2 iphones (1 iphone 8 Plus and 2nd Iphone 8). I ported in a line and traded in a device as part of requirements for the BOGO. While placing the order the agent asked me to pay full price for one of the devices as my credit limit on the account is not exhausted but he said I will still be eligible for the apple BOGO though i paid the full amount and he also told me that I don't need to trade in a device as he is giving me a waiver for that and he told me that he had updated a note on the account so that the promotions team can look into it while they look into the request and the order was placed.
I received only one email for one of the device and i didn't receive the email for the second device when I asked the agent he said it might take up to 24 hours some times. The next morning i received an email saying the transaction was declined. I called the T mobile help desk and the lady processed the order which was failed and she too said that if I pay the full amount i will be eligible. After some time this request was also denied and I called T mobile again and finally the request was submitted. Even the third time the lady said i was still eligible.
After couple of days of waiting, I didn't receive the email to mail the trade in device, so when i check back they sent me a label and shipped the device and finally after few days I have to chat with them back to make sure that they received the device. Finally they received the device and said that it was linked to my account and everything was good so that my request will be approved. But to my surprise the request was denied and every agent keep saying that I am not eligible for the BOGO as i paid in full for one of the devices and even the cost for the trade in device was not credited which they did earlier for a different BOGO offer on my account. I keep asking all the agents to listen to the calls that were recorded when i placed the order but no one will do that and simply say we don't have access and every one escapes saying the same reason. I would like to ask what should I do in this scenario and should I return the devices. Please help me.