Carrier Freedom is a Scam

kksc

    For anyone thinking of switching to T-Mobile because of the 'Carrier Freedom' or similar offer, be aware that it is only of value if your phone is worth less than you owe on it, and even then it isn't worth much. T-Mobile is operating a Consumer Scam by having their representatives misrepresent and giving false information about this program. Here's my story.

     

    I switched to T-Mobile while still owing $150 on each of 2 iPhones financed with AT&T. I spoke at length to the sales agent over the phone about the Carrier Freedom plan and having T-Mobile pay off the balance if I financed new phones with them. He explained to me that T-Mobile would reimburse me the amount that I owed to AT&T, in addition to the trade-in value of my phone. There was another buy-one-get-one free offer available at the time, but together we worked out that it would make more sense for me to take the Carrier Freedom offer. After I made the switch, and I began the process of submitting my old phones and final bill to T-Mobile, I noticed on the website language that said if the trade-in value of the phone is greater than the amount owed to your previous carrier, the trade in compensation from T-Mobile would be the trade-in value of the phone LESS the amount owed. This was not how it was explained to me in my initial call, and I had questioned the rep very carefully on this topic. So I called T-Mobile twice more, and each time I was told the same story - that I would receive the amount due to AT&T PLUS the trade-in value of my phones. So that makes three times I was told that. However, when I finally got the final bill from AT&T and started the claim process, I was told that no, if my phone was worth more than I owed, they would reduce my trade-in credit by the value of the payoff amount. In other words, they would pay off my bill from AT&T with MY money, obtained from trading in my phone.  What is the advantage of doing this? I could just has easily trade my phone in anyplace I'd like, probably for more than T-Mobile will give me, and use the money to pay off AT&T. Where is the Carrier Freedom? If my phone is worth less than the amount owed to AT&T, I would get the full $150 to pay them off, but nothing for the trade-in. For example, if they gave me a credit of $130 for my phone they would send me $150, a net to me of $20 vs. selling it myself somewhere. Big deal.

     

    When I complained to T-Mobile about the three reps who had given me inaccurate information, I was told that it wasn't documented in their notes so I was out of luck. But it was documented in my notes. How is it that only their notes are a valid documentation of a conversation when I don't get to review them to see if the conversation was captured accurately?    I have read other posts on this discussion board about T-Mobile's poorly trained customer service reps giving inaccurate information costing customers money, aggravation, and time.  Big business always wins over the lowly consumer.

      All replies

      • tmo_mike_c

        Re: Carrier Freedom is a Scam

        We really want you to be able to take advantage of this offer. We may be able to have your T-Force team look at this further to see if we can help clear things up. You should reach out to them via the Facebook or Twitter links in my badge or on our Contact Us page. They can open your account and go over the details of our Carrier Freedom™ offer and help clear up some confusion.

        • colleen2213

          Re: Carrier Freedom is a Scam

          I have to agree that Carrier Freedom seems to be a scam.  I also was promised multiple times over the phone that T-Mobile would pay the balance of my leased phones through my previous carrier and now all of a sudden it appears that is not the case.  I have looked through all the information and read all the fine print and do not see anywhere that this would not be the case.  Now in talking to a representative today, after switching to T-Mobile because of the carrier freedom plan, that they will only offer me a prepaid credit card to pay off the lease of my phone in the amount over the value of the phone...  apparently now I am hearing that the trade-in value of the phone will be credited to my bill (which is not even close to that amount) and I will need to pay more than half of the outstanding lease of my old phones out-of-pocket.  If I had known this to be the case, I would have NEVER switched to T-Mobile.

          And, even though I have a name and department of one of the representative who promised they would pay the balance of my lease, apparently when calling customer service, they are unable to connect me to a specific person or department.

          1 of 1 people found this helpful
          • magenta6378037

            Re: Carrier Freedom is a Scam

            I totally agree on this. It’s professional scam and nothing you can do about it. There’s no benefit of the carrier freedom at all. What is the point of trading an iPhone that I only owned less in ATT for the same phone for the reimbursement for $650 then I have gave up my previous phone than pay for the same phone with the full price.  Rep or T-Mobile page never give you the full explanation until you got into it then find out it‘s full of sh*t. Please excuse for my frustration.

            1 of 1 people found this helpful
            • magenta6421172

              Re: Carrier Freedom is a Scam

              The Carrier Freedom promotion is fraudulent. DO NOT switch for this promo. I have been with T-Mobile now 5 months and have been waiting ever since for my rebate of almost $1,900. T-Mobile refers you to Wirecard and they never know what's going on. BEWARE!!!! Wirecard claims they need to resend you a card then charges you $20.00 to replace the 1st card you never received making it $23.95. They state what your balance is which isn't even close to the balance you should have claim to send another card that you never receive.

              1 of 1 people found this helpful
              • 70maw

                Re: Carrier Freedom is a Scam

                I totally agree! I wish I had seen this before I was bamboozled into this fake plan. T-mobile pretty much stole my old iphones from me. Had I known they were lying in regards to reimbursing me for my previous carriers Bill, I would have returned the phones myself to avoid a $400 bill and then willingly Switched to them via a different plan. However, this has ruined the relationship between myself and T-mobile.  I would never recommend this company to anyone. They have cost me an extreme amount of loss.

                • courtneyv

                  Re: Carrier Freedom is a Scam

                  I agree! What a scam! We were told they would pay off our old phones up to $650. They fail to tell you that they subtract the amount of your trade-in credit. I still haven’t gotten my credit and even when I do I’ll still have to pay over $150 to pay off my phone. They also lost my husband‘s trade-in phone, then said they found, them said it wa $0 trade-in value for a phone that was less than a year old, then said since they didn’t know why it was $0 credit they would give him $100 credit when we were originally quoted over $200. It’s been months and we’re still trying to get it sorted out. I’m so angry at this point that I want tell everyone to never use T-Mobile.  I’m also motivated to pay my new phone off ASAP so I can switch back to my previous carrier. This whole process has been so complicated and such a headache!!

                  • minawakahouse1021

                    Re: Carrier Freedom is a Scam

                    Just had a similar experience in the store the other day.  Wanted me to turn in my phone, they would pay $650 and I'd have to get a new phone.  WHAT????  I told them I did this not long ago with another phone and I kept the phone and got the $650 Visa card.  I was told, oh that's Verizon.  NO, YOURE T MOBILE>

                    • magenta6624185

                      Re: Carrier Freedom is a Scam

                      It sucks right?! I had the same issue when I switched with them last month from ATT with my iPhone X that I purchased in January. The information given to me was they will pay off whatever balance I have with ATT, and a reimbursement of $650 will arrive in a couple of weeks. So I said "WOW" good deal - I get to have the Xs iPhone - It's worth it since the financing will be with TMOBILE now." They switched and put me in that same plan w/ the military discount. Knowing that I still have a balance off $699 from ATT, I made an arrangement but when the reimbursement came it was only $215. I was so pissed I called and raised hell because it made you feel that it was my fault that I misunderstood the program.

                      I said NO! The reps provided wrong information, and now I'm stuck with $699 bill from ATT, and they can't do anything about - just sorry and they will do better .. blah blah blah! I also said, why would I want to switch if knew I would have to pay a deposit or that they will take a portion of that $650. My iPhone X was pretty much new, and I don't have an issue with it. Now I'm stuck with the $699 bill which I have no idea how I will pay  ATT and the thought that they got my iPhone X for free. Maybe I would even consider the switch if they told me upfront about all the bogus charges and information. Seriously speaking I thought it was just me who made this mistake but after looking around in this chat room, I saw a lot of customers complaining and had the same experience we've been through. Now I know it was just me and it was not my fault! I hope the CEO or whoever is in the top take a look at their unhappy customers because one of these days they might see themselves in court. Makes me wonder especially with this issue ever filed a complaint to BBB? There should be some accountability for giving false information or lying! Let the customer decide if they want to switch or not. With this type of experience, how else can we trust them? Their words are nothing because it is still happening to others. Their sale or marketing strategy is horrible! **Don't get me wrong yes they have cheaper deals compare to other carriers but do they have to lie to get you to switch? Heartless!

                      • lillyrandall5691

                        Re: Carrier Freedom is a Scam

                        I agree! I had a rep tell me that they were signing me up for Carrier Freedom and told me they would send me a mastercard to pay off my old AT&T plus give me $195 in credit towards my bill for trading in my new phone. I have spent probably round 8 hours so far talking on the phone or in person and everyone tells me that they can't combined the Carrier Freedom with a trade in so now I have to pay $800 to get out of this horrible "contract" with T-mobile and over $400 to AT&T. Not one representative could get me the transcripts for some reason of the employee telling me what I was going to get!

                        • magenta7003170

                          Re: Carrier Freedom is a Scam

                          You are totally right, We have been trying to figure this out since May when we signed up. Totally gave us wrong information and now we are stuck with Paying off thousands of dollars to ATT for the phone and bill when we were told our last bill and phone will be paid off.