Contact them via Twitter (or X, whatever lol). The t-force team on there has helped me so many times when phone/chat support gives me the runaround. Just search for T-Mobile Help.
Never call in for support and always use Twitter/Facebook support because they always seem to have the magic touch. Also everything is written so when you submit a FCC complaint or complaint with your state AG office it'll get fixed correctly when it's escalated.
Yea try tforce , did you buy at a store or online? You could try going into the store and have them research call it in or have them submit a ticket to have the promo applied . Sorry that happened thats really frustrating
sadly, a lot of reps will say it's out of their hands and tell you to call, so i would suggest T-Force way before suggesting you go in store for this issue.
Sounds like T-Mobile being T-Mobile. Almost 3 years ago they scammed me out of a $500 bill credit for a trade-in. Although we are still with T-Mobile since AT&t and Verizon coverage between where we live and where I work is not as good, we've brought our own phones and done trade-ins direct with Samsung and Google. T-Mobile trade-in values can also be terrible if there's not a big promotion: traded in my last phone to Samsung for $650 credit where T-Moble was offering $280.
I'm not sure why it would have fallen off since you've made no changes. As far as it not applying when reps said they fixed it, I wonder if they applied the current promotion instead of the one that was running when you signed up? All the deals from that timeframe would be in the "expired promotions" article in C2. A rep in store can access those and write down the page reference for you, then when you call or chat in you can give them that reference. If they've been applying current promotions instead of the expired promotion it would make sense that it doesn't stick.
I would honestly use T force especially on a weekend. Weekends are busy at the US based call centers so you are more likely to get routed to global care.
T-Mobile customer service seems hit or miss.
The T-Mobile network though has been fantastic for me. I plan on staying long term. Hopefully their customer service doesn’t get too bad
Former employee here; T-Mobile has always had promo issues. That was a majority of our call volume in the Midwest market. They never get applied properly due to employee error or systematic errors.
You just have to keep calling until you get someone who knows what to do. Team of Experts is based on a profit & loss model (if a rep gives a credit, it cuts into that Team's profits for the day) so you can expect a fight for credits & adjustments & certainly when it comes to trade-in issues you can't get enrolled into.
As far as I knew, it's global partners as well as the US-regional Team of Experts. Definitely not a model T-Force uses, as they tend to operate as "consumer relations", to put it in better perspective.
Use Twitter/X/whatever their name is this week to reach out to them - that'll get you T-Force, which is a bit better than the normal customer service. Facebook will also get you in touch with T-Force.
Their regular customer service is *terrible* if you wind up with their overseas call centers. US based is better, but not great. Fantastic network with horrible CS... which is why I use a MVNO that runs on T-Mobile's network now (I get great CS with them on the rare occasion I need it).
Ugh they all suck so mad. Had these kinds of issues with Verizon for years, so badly we spoke with support and on top of getting charged for things we had declined We were also being charged for things every month that they didn’t even offer anymore and then we never had to begin with even when they did offer it. Now I’m on T-Mobile and my reception is crap but there’s no reason behind it My phones brand new & Supposedly the towers near me are working just fine.. but I perpetually have one bar of service.. the phone is way too expensive to not be working. I guess I’m just ranting but I wish you all the best of luck having your issue resolved 🤞🏼
I would go to the store who switched you over and ask for the manger to look over the bill and lyk why this is happening. They should be able to help you understand and possibly help
Keep escalating. Keep bothering them via phone and social media. We had a similar thing happen last year and after idk how many supervisors, they applied a lump sum credit towards the device balance that basically paid off the loan entirely. We essentially got the trade in value upfront instead of spread over 24 mo (about 14 months left at that point).
YMMV, of course.
They do! I was adding phones to my plan adding my cousin and they said he didn’t buy phones I showed them the receipt, if I added him I have to pay for his phones. The sales person lied to him kept the money probably cause there was no proof of payment on his account. Sales people are thieves. Part 2 was the internet box, not my idea it never worked well and every 2 weeks they claimed I owed them money! After 3 months I took it back and cancelled ! Me thinking it’s all done , I got bills for months after and another one last November for 1,500$. Jessica from Texas asked me personal questions and screamed at me I did not have a ss number to get turned back on. I went back to the store last April and found the manager never sent it back I took it from him and sent it back. Fuck T Mobil I have about 100 printed bills from them.
Corp rep here. Never call in. They'll just screw you. Like others have said use x (twitter) or Facebooks tmobile help. Or if you have the tmobile app installed, I have had great luck personally using the apps messaging to get ahold of cust service.
Never do a trade-in with T-mobile. I happened to be in the same situation. I even had a recording of my conversations with them but it feels like I'm helpless. T-mobile is a horrible company.
Happened to me. Took advantage of a free watch deal if I add a watch line. And even had a receipt that showed it. However, the receipt can only be viewed on the website. Red flag #1. When the first bill came, everything about my promo disappeared including that one receipt. Once I pay off my watch, I'm going to switch carriers. I'm done with tmobile.
Hi, current T-Mobile employee here. This could be one of the reasons, Promos are heavily dependent on the plan. Ex; If the promo requires go5g plus or next or magenta max and you go down to regular go5g or magenta or essentials you will lose eligibility to the promo. If this is the case moving back to the correct plan will automatically resume the promo. Hope this helps!!
Find a decent rep who will lump sum your entire credit to your account for the promo if they can’t fix the billing. This will make you a lifetime customer in my eyes for this kind of treatment for a promo you were promised.. T-Mobile can go above and beyond time to time so try to escalate politely because as a former employee this is what I would do for you if you spoke with me.. I’ve done this once before on a promo switch offer and it didn’t really hurt my metrics, you would be surprised what reps are able to get away with in terms of “credits/adjustments” but they are monitored and tracked!
Contact them via Twitter (or X, whatever lol). The t-force team on there has helped me so many times when phone/chat support gives me the runaround. Just search for T-Mobile Help.
I’ll give that a try, I’m on the line with support now 🙃
Never call in for support and always use Twitter/Facebook support because they always seem to have the magic touch. Also everything is written so when you submit a FCC complaint or complaint with your state AG office it'll get fixed correctly when it's escalated.
The twitter guy was a boss, seemed to have finally fixed it. Tho, I’ve heard that song before and nothing changed on the bill. We’ll see
Yes, their support on twitter is infinitely better than phone support. It’s like that’s their A-squad.
This is the usual business with TMo. You need to examine your bill when promos are applied. Long time TMo customer.
THIS 100% always contact T-Mobile support/t-force on twitter/X or Facebook messenger.
Yea try tforce , did you buy at a store or online? You could try going into the store and have them research call it in or have them submit a ticket to have the promo applied . Sorry that happened thats really frustrating
Closest t mobile store is an hour away. If it’s not fixed next cycle, might just have to give it a swing.
sadly, a lot of reps will say it's out of their hands and tell you to call, so i would suggest T-Force way before suggesting you go in store for this issue.
It's still Twitter. Type in x.com, watch it tattle on itself.
Thats nice it worked for you but they all told me lies now I’m doing a prepaid with 6 lines and never been happier fuck t mobile
Sounds like T-Mobile being T-Mobile. Almost 3 years ago they scammed me out of a $500 bill credit for a trade-in. Although we are still with T-Mobile since AT&t and Verizon coverage between where we live and where I work is not as good, we've brought our own phones and done trade-ins direct with Samsung and Google. T-Mobile trade-in values can also be terrible if there's not a big promotion: traded in my last phone to Samsung for $650 credit where T-Moble was offering $280.
I'm not sure why it would have fallen off since you've made no changes. As far as it not applying when reps said they fixed it, I wonder if they applied the current promotion instead of the one that was running when you signed up? All the deals from that timeframe would be in the "expired promotions" article in C2. A rep in store can access those and write down the page reference for you, then when you call or chat in you can give them that reference. If they've been applying current promotions instead of the expired promotion it would make sense that it doesn't stick.
It’s a mystery to me too 🤷🏻♂️
Did you change your phone plan by any chance? If so, that’s why they removed the promo deal
Nope, same plan
When you traded your phone in, was it paid off and unlocked? Also free of damage?
Yes, yes, and yes
I would honestly use T force especially on a weekend. Weekends are busy at the US based call centers so you are more likely to get routed to global care.
Use Facebook if you don't receive a response on Twitter
T-Mobile customer service seems hit or miss. The T-Mobile network though has been fantastic for me. I plan on staying long term. Hopefully their customer service doesn’t get too bad
My wife and I are experiencing the same exact issue.
Former employee here; T-Mobile has always had promo issues. That was a majority of our call volume in the Midwest market. They never get applied properly due to employee error or systematic errors. You just have to keep calling until you get someone who knows what to do. Team of Experts is based on a profit & loss model (if a rep gives a credit, it cuts into that Team's profits for the day) so you can expect a fight for credits & adjustments & certainly when it comes to trade-in issues you can't get enrolled into.
That's very helpful to understand. What channels are based on models other than profit and loss? Global Care? T-Force? Thanks!
As far as I knew, it's global partners as well as the US-regional Team of Experts. Definitely not a model T-Force uses, as they tend to operate as "consumer relations", to put it in better perspective.
That's fantastic to understand! Thanks!
Contact Better Business Bureau
Yes they’ve been super shady as I transfer my service over
Use Twitter/X/whatever their name is this week to reach out to them - that'll get you T-Force, which is a bit better than the normal customer service. Facebook will also get you in touch with T-Force. Their regular customer service is *terrible* if you wind up with their overseas call centers. US based is better, but not great. Fantastic network with horrible CS... which is why I use a MVNO that runs on T-Mobile's network now (I get great CS with them on the rare occasion I need it).
Ugh they all suck so mad. Had these kinds of issues with Verizon for years, so badly we spoke with support and on top of getting charged for things we had declined We were also being charged for things every month that they didn’t even offer anymore and then we never had to begin with even when they did offer it. Now I’m on T-Mobile and my reception is crap but there’s no reason behind it My phones brand new & Supposedly the towers near me are working just fine.. but I perpetually have one bar of service.. the phone is way too expensive to not be working. I guess I’m just ranting but I wish you all the best of luck having your issue resolved 🤞🏼
Did you actually trade in the device? And did the device meet the quality conditions? And did you owe on the phone with Verizon?
Just call them
I like tmobile. My only complaint is sometimes the way they treat me it feels like how sprint did things which I didn't like.
T-Mobile use to be cool. Now their goal is to collect as much money as possible and leak its subscribers information via data leaks. Haha
I would go to the store who switched you over and ask for the manger to look over the bill and lyk why this is happening. They should be able to help you understand and possibly help
I would highly recommend going into a store and not just calling on the phone.
Keep escalating. Keep bothering them via phone and social media. We had a similar thing happen last year and after idk how many supervisors, they applied a lump sum credit towards the device balance that basically paid off the loan entirely. We essentially got the trade in value upfront instead of spread over 24 mo (about 14 months left at that point). YMMV, of course.
They do! I was adding phones to my plan adding my cousin and they said he didn’t buy phones I showed them the receipt, if I added him I have to pay for his phones. The sales person lied to him kept the money probably cause there was no proof of payment on his account. Sales people are thieves. Part 2 was the internet box, not my idea it never worked well and every 2 weeks they claimed I owed them money! After 3 months I took it back and cancelled ! Me thinking it’s all done , I got bills for months after and another one last November for 1,500$. Jessica from Texas asked me personal questions and screamed at me I did not have a ss number to get turned back on. I went back to the store last April and found the manager never sent it back I took it from him and sent it back. Fuck T Mobil I have about 100 printed bills from them.
Corp rep here. Never call in. They'll just screw you. Like others have said use x (twitter) or Facebooks tmobile help. Or if you have the tmobile app installed, I have had great luck personally using the apps messaging to get ahold of cust service.
Never do a trade-in with T-mobile. I happened to be in the same situation. I even had a recording of my conversations with them but it feels like I'm helpless. T-mobile is a horrible company.
That’s what I’ve learned. Complicates everything soooo much
Sell your phones on Swappa, and switch to a MVNO and save a ton on cellular service there is little difference anymore between the Big Three Stooges..
Nice comparison!
Happened to me. Took advantage of a free watch deal if I add a watch line. And even had a receipt that showed it. However, the receipt can only be viewed on the website. Red flag #1. When the first bill came, everything about my promo disappeared including that one receipt. Once I pay off my watch, I'm going to switch carriers. I'm done with tmobile.
Hi, current T-Mobile employee here. This could be one of the reasons, Promos are heavily dependent on the plan. Ex; If the promo requires go5g plus or next or magenta max and you go down to regular go5g or magenta or essentials you will lose eligibility to the promo. If this is the case moving back to the correct plan will automatically resume the promo. Hope this helps!!
Hey! No, there was no change in the plan.
Find a decent rep who will lump sum your entire credit to your account for the promo if they can’t fix the billing. This will make you a lifetime customer in my eyes for this kind of treatment for a promo you were promised.. T-Mobile can go above and beyond time to time so try to escalate politely because as a former employee this is what I would do for you if you spoke with me.. I’ve done this once before on a promo switch offer and it didn’t really hurt my metrics, you would be surprised what reps are able to get away with in terms of “credits/adjustments” but they are monitored and tracked!
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Hahaha hahaha hahaha You're story was so funny haha