T-Mobile USA review: Promotional promises

Account #205057228
• Spoke in person with Tichelle (631.464.5045) on January 14, 2025 about switching to T-Mobile. Promotions were free Netflix with Ads, free Apple TV, and 2 x $200 Costco gift cards.
• Purchased phones on February 4, 2025, but this was another sales person, again, in person. We were informed that Costco cards takes 90 days for approval followed by 4-8 weeks for redemption.
• On June 26, I followed up on the cards with a call to T-Mobile Customer Service while at Costco (the sales person could not help me) and was surprised to learn that WE had to go to a T-Mobile site to initiate a “redemption”...NEITHER of the two sales people mentioned this.
• We Initiated this submission immediately. “Jen”, the customer rep on the call, said that they had to reset the rebate for an additional 90 days and gave us the date of September 26, 2025 before we got them.
• On September 17, 2025, we went online to check, saw the Costco rebates were broken into two cards, one for $150 and another for $250.
• Around the first of October, I had a chat session with T-Mobile customer support only to learn that there was nothing she could do, but referred me to another number. Oddly enough, after this conversation, we did get a $150 credit (2 x $75). No other credit was received.
• On 10/24/25, I checked the promotions page and found that the 2nd submission was denied because “No activation found within the promotion window”.
We did everything we were supposed to even though the T-Mobile sales people were remiss in fully explaining the process. Further, T-Mobile dropped the ball when we did the required submission, and we would request that T-Mobile honor their promotions.
This represents fraudulent advertising, poor customer service, and a failure to deliver the promotional items that were promised.

View 0 more photos