Forum Discussion
Keep and Switch- Issues
Tired of hours on the phone and web trying to resolve issues with T-Mobile as a new customer bringing three lines from Att. I have been given bad information on multiple occasions and even escalating in support has done nothing to resolve this. Instead of having one wireless bill I now have two, Att and T-Mobile after listening to directions from an overseas support agent Who when I called to inquire about the cards to pay off my devices had me port out of Att before it was unlocked. My phone, my lifeline to my business and after that going to att store and forced to buy a new line just to use the phone without my phone number. Now, looking to get the $400 back for the phone I paid off I can’t even find the promo code to enter. Their app has errors in it and returns errors saying I am not eligible for program I am not even signing up under.
my next posts will be on social media where someone at T-Mobile who might give a crap decides to help resolve the multiple issues and bills I have resulting from horrible, untrained and educated customer service representatives. And, despite what the original rep said, I now have to come out of pocket another $600 to move the other phone over. Oh, did I forget to say I’m not working, on disability and don’t have that 600 so now I have two cell phone bills and the att one the same since I had to add a line to be able to use the phone whose number I ported over following directions from rep when asked about the credit card and when I would receive it. While writing this escalated support called me back and I could barely hear. Said he would call right back. That was 10 min ago. 3 hours today dealing with this.
I am so dissapointed with T-mobile. I did the keep and switch. I switched over 8 lines. What T-mobile didnt tell me is that they were going to charge mee.\ for the teemporary lines prorated. So not only did I end up paying for the temporary lines which were assigned by T-mobile, which I never used, but also the lines I brought over. My bill included the temporary lines and the switch and keep lines giving me 20 lines on my bill of almost a $1000.00 Now this was never explained to me that, that was what was going to happen. But as a customer I think that they should eat the temporary part since they didn’t bother to tell me this was going to happen. So to switch from another carrier to T-mobile cost me about an $1000.00. I don’t think I should be charged for lines that I never needed. I think the keep and switch should not include you getting temporary numbers and being charged for them. I am so so disappointed. As I have been on the phone and in stores more than 10 times to see if I can get this resolved, I was told I will take to my supervisor and up and up the ladder into the trash. And in the stores they are saying we cant do anything about it, you have to call customer service. So the sticker shock is still with me. I’m afraid what my next bill will be.
Yeah, I learned about the "keep and switch" by mistake I guess you could say. I was window shopping for a different cell carrier as I was with Verizon and wasn't looking to remain with Verizon any longer then I had to and I called tmobile to ask what price plans they had and the rep told me if I switch to tmobile and bring my own device tmobile will pay up to $800 to pay it off so I got off the phone immediately and shut down my Verizon account and did exactly as the rep said to and I opened an account with tmobile and connected my own device and just had to wait to get the Sim card in the mail but the moment it arrived I installed the Sim and got service to my device. I then called tmobile to get the rebate to pay off my device as I owe over $635 to Verizon and the rep said I'm not elegible and I said oh boy I sure am too and he said no your not, I was apparently suppose to bring my phone number from Verizon with me and I said the agent said all I had to do was bring my own device and get service nothing about bringing my number with me. Then the rep said it's not his problem and ain't nothing he can do for me and said i could call Verizon and ask them for my number back so I called Verizon and asked for my number and the guy said it's no longer available as they recycle their numbers so I was told to request an itemized final bill and Verizon provided a final bill of the device balance amount I still owe and again tmobile denied my rebate request. I told tmobile that the bill Verizon gave me is all they did for me and tmobile refused to help. This all could of been avoided if tmobile took more responsibility on their actions. What I mean is the rep told me to just bring my device and get it connected that's all she told me and I did exactly that even though come to find out the rep failed to disclose ALL the details to be elegible tmobile should be accountable for what their employees say to customers not hold the customers accountable. I mean if you look at the whole picture tmobile failed to properly disclose every detail of the promotion and that is misleading false advertisement and could be considered as deceptively manipulating for financial gain. Tmobile should of honored my rebate and reprimanded the rep for her actions. Maybe wasntctrained correctly or something but in the end I'm stuck with a huge payoff balance for my device to Verizon. A handful of people told me to report this to the FTC and the Consumer Financial Protection Bureau because not only is it illegal business practices but its beyond unethical or right either and those federal level agencies oversee and deal with businesses conducting such practices and have the ability to step in and fine, punish, or even terminate any business licenses etc for doing this type of stuff may even hand the case over to the attorney generals office for class action suits.
I switched to T-Mobile in May and I have called them over 10 times. They screwed up EVERYTHING. The Save and Switch is a scam. The reps in the store can't help me and the reps on the phone keep promising they'll fix it and it doesn't get fixed. I do not want to walk away from my $238 reward. My next step is a complaint to the BBB and the FCC.
The first thing to understand is that T-Mobile does not “pay off” anything. What they will do, provided you jump through all the hoops in the correct order, is to reimburse you for your expenses in paying off your EIP with another carrier. The steps are outlined here: https://www.t-mobile.com/offers/switch-to-t-mobile-from-verizon-or-att?carrier=att
Now, I’ve never done it, so I have no personal experience. I can only point you to the web page.
