Frustrated new T-Mobile customer — has anyone else dealt with conflicting promotion info, and how did you resolve it?
I recently made the switch from Verizon after 22 years, drawn in by T-Mobile's pricing and coverage maps showing strong 5G at both my home and workplace in the suburbs. I was excited about the move, but I've hit a serious wall and I'm hoping someone here has navigated something similar.
When signing up, the automated system allowed me to apply two promotions to my situation — a new line credit ($800 toward a phone) and a trade-in promotion for a device I fully owned (another $800). Because it seemed almost too good to be true, I actually called T-Mobile before signing up to confirm I could stack both. The rep confirmed it. I called a second time before sending my trade-in device in, and that rep confirmed it as well.
After sending the phone in, the trade-in credit came back at $90 instead of the promotional amount. When I called to sort it out, I was passed between four different people, and ultimately neither the discounts nor any meaningful resolution were offered — even after a supervisor on that same call acknowledged the earlier reps had given me incorrect information.
I'm not trying to get something for nothing — I just want what I was told twice that I'd receive. I'm now a month and a half in with new phones, new lines, and new service subscriptions set up.
Add to my frustration here.. I don't even get good service at work, so the quality of my service decreased and I didn't even get the price I was promised.
My questions for the community:
- Has anyone successfully gotten T-Mobile to honor a promotion that was verbally confirmed by reps but not applied correctly?
- Is there a specific escalation path — executive customer relations, the BBB, etc. — that actually gets results in situations like this?
- Are there any documentation or account notes tricks you wish you'd known earlier when dealing with promotions?
Any advice is genuinely appreciated.