So switched to Tmobile in August so my family and I could save a little on our phone bill and had some dropped calls in cities from Verizon. Went into the store and was told that we could get up to $650 back per line if we switched to mobile with get out of the red. My husband would get about $250 back for iphone 7 but since I had an iPhone 10, in order for me to get up to $650 I had to trade my phone in so I got me the iPhone 8. So to my understanding, we were supposed to get about $900($650 for my phone and $256 for husband) but only got about $300 back on MasterCard which took about 2 months for customer service to process. They said that they applied the $650 credit to the phone bill over a course of 2/12 months.
So my question is what happened to the $580 for the value of the iPhone 10? I called customer service and they told me that since I traded my phone in, I was under the carrier freedom promo so pretty much the value of the $580 is wiped out. They gave me $70 in master card credit to help pay for my 1,000 + verizon bill...lol like thanks! that helped out a lot. I went back to the store cuz I felt like there was a misunderstanding. The manger informed me that the "$650" was applied to my bills and I wasn't going to get the full $900 that he initially said when I went into the store in August. Also that the iPhone 10 was not part of the "get out of red" promo....only to go online and be told by multiple customer service reps that iPhone 10 was part of the get out of the red. I am stuck with a $700 phone bill from verizon, an unhappy customer, with a phone that I don't even like.. On top of that any business phone call meetings I have to pay for. I had no idea that would be charged til I made my business phone call a couple days after switching. I called the manager back and that didn't seem to be a big deal. I also made a call to United Kingdom which no one answered so that was a short minute call only to be charged $40 cuz supposedly I was on the phone for 13 minutes. Ohh by the way United Kingdom calls are $3 a minute and business conference calls are 1 cent a minute.
I have spoke to multiple customer service reps on the phone. Some try to help you fight it and some just don't seem to care at all. So if you think that this is a good idea, its not. I get so many dropped calls and worse than verizon. I get service out on the lake with verizon if I go out to the street but with t-mobile I have to drive 15 miles out til I can get good service. The hot spot feature is pretty cool if it actually worked but it doesn't.
I think there was actually one good customer service rep that I spoke to. When I told her I traded my iPhone 10 cuz I was told to in order for the promo to work, she gasped and told me that I was mis informed and that I needed to go back to the store and speak to the manager and get him to reach out to a regional manager.
Switching back to verizon once things get situated with this issue. Not happy one bit.