• Report:  #1521881

Complaint Review: T-Mobile - Nationwide

Reported By:
bryan - san francisco, United States

Nationwide, United States
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First thing, I have been a long time subscriber to T-Mobile and have been satisfied with the service up to now. However, on September 10, 2022, I contacted T-Mobile in response to an emailed advertisement sent to me promoting a free trade-in deal.

On this first call with a T-Mobile representative, I was told that a new phone would cost me $799. When I mentioned their email advertising a free trade-in, the sales rep left the phone for a few minutes and came back to inform me I could trade in my old iphone 11 for a new iphone 14 for NO CHARGE and receive $170 trade-in for my old phone. I immediately agreed to this very positive sounding deal. After receiving and activating my new iphone 14 on September 17, 2022, my monthly bill arrived on October 13, 2022 and it had surprisingly increased from $48.38/month to $63.68/month. Doing the research on the new charges, I found T-Mobile had added an insurance plan (Protective Plan 360) without any discussion or approval from me AND THAT I NOW OWED THEM $766.65 for the new phone.

Magically, I was now being charged for a phone installment plan on what was supposed to be a “free” phone. Had I known I was going to be charged for this new phone, I would never had agreed to the deal, and especially a deal based on a payment plan. I am 69 years old, own my own business and have never bought anything on time in my life except for my house and I was not about to start now with an $800 phone. So T-Mobile credited me $170 for my old phone, an amount I agreed to because I was assured I was getting the new phone for free. My old iphone 11 is a phone I could have easily have sold for $300 to $400 on EBay.

T-Mobile then charged me $766.65 (which I reluctantly paid in full on 10/13/22) for the $799.99 iphone 14. Even if you dismiss the misleading promotional hype of a free phone with trade-in, my calculations make it only $629 owed to them if you deduct $170 from $799. But the real point is, I never would have traded in my old phone had they not misled me into believing that the new iphone 14 was free with a complying Apple iPhone 11 64GB Black or later model trade-in. In an attempt to reconcile with T-Mobile today, I offered to give them back the new phone if they would return my old phone and restore my old monthly charges. They, of course, declined.

In short, T-Mobile tried to saddle me with an unasked-for phone insurance policy and cheated me out of my perfectly good phone with misleading promises about a "free" new phone trade-in. This was an egregious display of a very dishonest sales strategy and T-Mobile needs to live up to their promises or stop.

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