On July 26th I recieved a phone call from a T-Mobile rep offering me incentives to renew my contract. I wasn't very interested as I was going to move to AT&T for the iphone. However he offered me 4 samsung galaxy s3's for free and 5 samsung gravity txts for free as I have 9 lines with them. He also offered me $200 credit per account. This sounded very good so I decided to stick with T-Mobile and renew my contract. Two weeks later the phones still hadn't arrived so I rang T-Mobile to see what was going on and why it was taking so long. The rep I got on the phone said that there were no notes in my account about getting any new phones for free at all!! You can imagine my shock. She also told me she would not be able to send the phones out to me for free now, if I still wanted them I would have to pay $300+ for the samsung s3's each. So then I told her I don't want to be in a contract anymore as the whole reason I renewed my contract was because of the free phones. She then told me that I can't do that and that I have to contact contract review as they are the only ones who have the authority to void out my contract. She said the $200 credit had renewed my contract which the rep had failed to mention to me. I had specifically asked him what the credit was for he had told me for being a "loyal and valued customer." She said that I should hear back from contract review within 10 working days. So I wrote an email to contract review straight away. I didn't hear anything back from them for months. I repeatedly called T-Mobile to have this sorted out. I always got the same answer that they are sorry but it's out of their hands and to contact contract review. I have emailed contract review numerous times and sent written letters via snail mail to T-Mobile with no response at all. All I wanted them to do was listen to the phone conversation between me and the original rep who had contacted me about my renewal. His name was WC which I later found out stood for William. I asked to speak to him or to have him call me so that I could have this resolved but was always told that this wasn't possible. I finally did recieve a call from a lady from T-Mobile after 3 months to tell me that she could no longer listen to the phone conversation between me and WC as it had been more than 90 days. So as she couldn't hear the conversation she couldn't give me the free phones or void out my contract. WTH!! That's not my fault!! I contacted you at the beginning of August and I have tried repeatedly contacting you in all different manners but you never ever got back to me to resolve this. This is unacceptable. I am so dissapointed with T-Mobile. I have been a loyal customer for over 10 years and I have 9 lines with you guys. I thought that would have counted for something. You guys didn't even make an effort. My last option is to take this case to the small claims court. I have already spoken to a lawyer who says that I do have a good case but I am hoping it doesn't come to that. However if this doesn't get resolved soon I will take this case to court as I am VERY upset at being duped like this.
Let me know if this has happened to any of you guys out there and how it was resolved.
Looking forward to some help from T-Mobile too.
Thank you
Upset2012