Complaint Review: TMobile - Tacoma Washington

I am a 14 year tmobile customer that has had relatively no problems and was recently charged full price for a brand new insurance replacement phone I was sent from Assurant and was told by the local store  I could have an equivalent trade at the store if I didn't like the phone. I asked several times to make sure that this was true and was given the same response multiple times. Heres what happened when I exchanged the phone at the Tmobile store.

I was sent a brand brand new Samung S7 Edge, new in the box as a replacent for a damaged phone through Tmobile's insurance program. I had an HTC ONE but they didn't have them anymore so they sent the S7Edge instead. I took to the store to exchange it for an equivalent priced phone afraid the I might more easily crack the screen on the EDGE. The sales person, Hillary, who helped me fill out the claim forms during an ealier visit,again assured me that I could make an phone exchange of equal or lesser value with no extra charge to me. I made it very clear to her unless we could do that I would keep the EDGE.

I chose an I phone 7plus which was $20-30 less than my Samsung (retaling close to $800). I paid $123 for which I thought I was paying off the old phone or taxes but it wasn't quite clearly explained. I figure I still was paying less than buying a new phone so I didn't complain at the time. Never given a receipt. Then I noticed significant increase on my next bill and called customer service.

Upon reviewing the bill, I learned that I was being charged for a new phone contract for the next 2 years. I explained the problem to the customer service rep and she said she would remove the charges. She sent me a text message to confirm. Next bill - no change. Called CS again and was told to go to the store to resolve. Called store because I was traveling and told they couldn't do anything unless I came in. Called customer service again a week later and another agent gave me a credit of $30 but it was only a one time credit. 

So I called again yesterday, was told it was fixed and I was only going to pay the $30 for 11 months, Which was the remaining time on the original phone. Very personable and friendly rep but yet again the info wasn't true. Sensing it wasn't true I stopped by the store, they tell me I was jumped to an upgrade. Really? I actually received no upgraded phone, it was about the same value. To make matters worse, they showed me I was only given $200 credit for an $800 phone. The manager wasn't in and I was told to come back tomorrow and speak to Krista, who is supposedly very experienced.

I called customer service one last time and got someone in Bellingham, Yay a local, maybe they'll help - NOPE! Although he tried and was great but he had no authority, so I asked for an escalation manager so he did and I got Samantha. Samantha gave me the run around citing "notes" entered into the system at the time of the payment which were false. After a lengthy discussion, Samantha who was very condescending in her pleasant voice, decided that she would do nothing.

 My guess is the sales rep got paid on this "sale" which was supposed to be an exchange, so she had every incentive to do the "trade" and not tell me that she was really entering in a sale agreement. Warning, You can't see the teeny tiny 3" screen to read the contract. Who on earth would pay and additinal $760 some odd dollars for a new I phone when I had possession of a brand new Samsung 7 Edge worth $800 from TMOBILE and had paid the $175 for replacement.  I'm not sure who to contact next but I am sure I will very likely leave Tmobile now and potentially file in small claims court. Sad  after 14 years.