I switched to T-mobile on 1/20/14 and have met nothing but trouble. I received a bill for 2 accounts from T-mobile since the sales rep activated and cancelled one due to some issues. Then on the 2nd account (the one I'm using now) I got charged JUMP insurance for some of my phones (the sales rep said he would take it off when I questioned it, but never did). I got these issues resolved by contacting Customer Care and they waived it.
On to my existing issue, the ETF reimbursement. I was only approved for $210 when I should have been approved for $600, a $390 difference. For one phone, I had to resubmit my bill since they couldn’t locate the ETF ($70).
For the remaining $320 ETF, they did not approve it since I changed my number. Before switching, I had asked if changing my phone number a few days later would affect the ETF and was told it wouldn't. I also submitted an explanation of what was changed with my ETF bill. I then contacted Customer Care through chat while my ETF reimbursement was being reviewed to confirm that it would not be affected (which I have transcripts of). Lo and behold, my reimbursement did not include the $320 ETF. I contacted customer care again, and the rep confirmed that I should be reimbursed and that he made notes in the system, but I needed to call the ETF department to get it reimbursed (which I also have transcripts of). That same day, I called and was told the line had to be active for 45 days and that since I was told differently and it was not my fault, she would escalate it to the Account Manager, but there are no guarantees and it would take 10 business days.
I then checked everywhere online and did not see anything in the terms stating it had to be active for 45 days. Either way, the line is technically still active as only the number was changed. The terms for the reimbursement only mentioned that the account had to be active and in good standing (which it is). I am so frustrated with T-mobile at this point for not being clear and making up excuses as to why I am not being reimbursed. I am losing $390 so far from switching to T-mobile, not to mention all the time and hassle I had to go through. What do you think I can do now as none of this was my fault (I made sure to ask and print out all my convo’s to confirm what I was told)? At this point, I'm just waiting for a response from the "account manager".