I was promised a discount and confirmed by 2 separate representatives

Hello,

I have an issue with customer service that went unresolved. My concerns were elevated to a manager and was still not resolved. I ask to elevate further but I was told the manager was the highest and then eventually I was disconnected by the manager. I want to make a formal complaint. Attached is the complete chat history of the issue that started on 7/1/2024.

I inquired about any discounts that could be applied to my account. The representative (REP) suggested I could downgrade. I made it clear that I didn't want to downgrade. Once that was established and made clear, the REP proceeded to research for discounts. I was told that he successfully submitted a request for an additional $20-30 discount off my current bill. That was supposedly around 15% off.

The next day I contacted customer service (CS) on 7/2/2024 and inquired about the discount. The REP clearly stated that he was “...able to confirm that the request was successfully applied and what was mentioned that will happen towards your bill will be reflected on the 28th of this month once your new bill has generated” Carlo clearly confirmed that the discount was successfully applied and would reflect on the said date.

I then contacted CS again on 7/29/2024 and inquired about the discount which did not show up on the bill yet. The REP was able to confirm that it was about a 15% discount and that it takes 1-2 bill cycles to reflect the discount and stated that the “...promised discount to update on your account before due date 8/17/2024.”

As of today, 8/28/2024 the discount still does not reflect on my account. I again contacted customer service. This time they tried to downgrade me so I can get the $30 discount. I stated I did not want a downgrade and that it was previously confirmed. And that the promised discount was in addition to the Magenta Max Military benefits I was already receiving. After a little back and forth, I requested my concerns to be elevated.

I was then transferred to manager, Micahella. She stated that my discount wasn’t approved and reminded me of my benefits I have with Magenta Max Military. I told her that I am very well aware of the benefits I am receiving, and that the discount was already confirmed by two prior REPs which was in addition to my current benefits. She offered to downgrade again for the discount. I again stated I didn’t want a downgrade, and the promised discount was in addition to my current benefits. She then stated and screen shot a 7/1/2024 chat stating “As per checking here, they have clearly told you as well that they are going to request it and once APPROVED you will see the changes on the account, but bill stays consistent.” I then stated to her and sent screenshots of later conversations from 7/2/2024 and 7/29/2024 that showed that the prior two REPs had confirmed the discount and gave dates of when to expect it by.

We then went in a circle or repeated conversations. I requested my concerns to be elevated. She stated she was the top. I again requested to speak to her superior. She ignored my request and suddenly ended the chat.

This is unacceptable. I am a longtime faithful Tmobile customer, a USAF military retiree, and a 100% disabled veteran. I had requested a discount and made it clear I did not want to downgrade. It was clearly confirmed by two representatives that the discount went through and they gave me specific dates when I can expect to see it on my account. All I ask is for TMobile to honor the discount I was promised.