T-Mobile USA review: Family freedom and switch offers

Hello,

I am writing to formally file a complaint regarding the failure to honor the T-Mobile Family Freedom and Switch (Bring Your Line) reimbursement offers that were presented to me when I transferred two lines from AT&T to T-Mobile at the T-Mobile store located in Stockton, California.

At the time of the switch, the T-Mobile customer service representative at the Stockton store clearly explained that:

One of my lines qualified for the Family Freedom offer

The second line qualified for the Switch / Bring Your Line reimbursement offer

I was supposed to receive a reimbursement card with the funds covering the outstanding AT&T balances for both lines

Based on these representations, I switched my service in good faith, relying on T-Mobile’s assurance that my AT&T balances would be reimbursed.

Despite following the instructions provided to me, I never received the reimbursement card or any payment for either line. As a direct result of this failure, my AT&T account was left unpaid and has now been sent to collections. This situation has caused me financial stress and has negatively impacted my credit, resulting in harm that goes beyond the original balance owed.

This issue reflects either a misrepresentation of the Family Freedom and Switch offers at the time of sale or a failure by T-Mobile to properly process and fulfill the promised reimbursement. I would not have agreed to switch carriers had the offer been accurately explained or properly honored.

I am requesting the following actions be taken immediately:

A full review of my account and the promotions applied to both lines

Issuance of the reimbursement promised for both the Family Freedom and Switch offers

Resolution of the outstanding AT&T balance so the collection account can be removed

Assistance in correcting the credit damage caused by this issue

Written confirmation of the steps taken to resolve this matter

If this issue is not resolved promptly, I am prepared to escalate this complaint through formal channels, including the FCC, the Better Business Bureau, and applicable consumer protection agencies.

I expect a written response and timely resolution.

Sincerely,
Lizbeth Marrero