When a T-Mobile customer was misled by a sales representative, they were initially charged $50 for two flagship phones instead of the promised discount. The couple, looking to switch from Verizon to T-Mobile, was offered a deal that turned out to be different from what was originally promised. Despite facing a frustrating situation, the customer managed to navigate through the issue and ultimately saved hundreds on their new phones.
T-Mobile rep misleads couple with discount offer
Upon receiving their first bill totaling $262, which was over $100 more than the quoted price, the couple discovered that they were misled about a free line offer. The deal discussed by the T-Mobile salesperson turned out to be a 3rd line free promotion, not the discount they were initially told. The incident took place at a T-Mobile corporate store, ruling out the possibility of attributing the misinformation to a third-party retailer.
Photo of the plan promised to the new T-Mobile customers that turned out to be a lie. | Image credit-Imgu
Fortunately, the customer had taken a photo of the written offer provided by the representative. The handwritten note detailed a plan for two phone lines at $170 per month with supposed discounts and credits. After trading in their old phones for new Galaxy S25 Ultra handsets, the couple expected to pay a lower monthly bill but were faced with unexpected charges, including insurance and additional fees.
It was later revealed that the sales metrics may have contributed to the misleading information provided by the T-Mobile rep. The couple was falsely informed that purchasing insurance for a few months was necessary to qualify for the discount, a practice not endorsed by the company.
Following the couple's public complaint, a member of a specialized team at T-Mobile intervened to rectify the situation. The plans were canceled, and the account was credited accordingly, allowing the couple to proceed with discounted payments for their new phones. By staying vigilant and proactive, the customer ensured a favorable resolution in the end.
Significant savings achieved through resolution
Despite initial setbacks, the customer ended up paying only $49.98 in total for two Galaxy S25 Ultra handsets after the intervention of the T-Mobile team member. Through a series of adjustments and cancellations, the couple managed to secure a substantial discount on their phones, surpassing the misleading deal offered by the sales representative.
"I’m part of ERT, and while I don’t know specifics on OP’s situation, closing out EIPs is something that we regularly do when dealing with certain escalations. I personally closed out 4x iPhone 16 Pros a few weeks ago, due to a promo not applying when the account was eligible. We can technically manually attach any promo to any EIP, regardless of account eligibility, but sometimes closing out the EIP completely is the best solution."
-Member of T-Mobile's ERT team
The experience highlights the importance of customer awareness and persistence when faced with misleading information or offers from sales representatives. By leveraging company resources and escalation channels, customers can potentially save hundreds of dollars on their purchases and achieve a satisfactory outcome.
