I have been going through this extremely frustrating experience with t-mobile.
To start with, I wanted to get two new lines added to my family plan. The two lines were being ported from another carrier, with one of those lines carrying a leased device.
We went to a local t-mobile store to check on how we could get these two line ported. A representative guided us through the things we needed to do and what to keep in mind during the whole process.Everything went smoothly, the two lines were switched to t-mobile within few hours and were active.
Now here starts the issue.The rep told us that the device which was under lease with the other carrier would need to paid up by us and we could lease a similar device with t-mobile, and that the cost for the device would be reimbursed to us via a gift card, which made sense and we agreed to. NOTHING more or nothing less was mentioned around the device leasing and buyout. After few weeks when the cost of the device was debited from the credit card, we submitted a form at the store requesting for the reimbursement and also we sent an email with a copy of the final bill from the old carrier with the payoff details.
Now almost 2.5 months down the line, we are being read out the terms and conditions that the device from the previous carrier should have been used for at least 3 months otherwise the reimbursement doesn't happen. SERIOUSLY !! After back and forth to the store and with all the customer care calls NOW they are telling us. In the first place, the rep in the store didn't mention this and now both the store reps and the customer care reps are saying that this is not their problem.
So basically I paid for a phone that t-mobile took from me and now they are not reimbursing me for. They say the reimbursement was rejected and they don't even have the courtesy to return that phone to me. I mean is this how you manage a customer who has been with you for more than 3 years now. Seriously it is pathetic.
I am posting this here with some faint hope that some one may suggest me a way out of this or someone responsible at t-mobile can take this up.