BEWARE- I am writing to formally escalate an unresolved issue involving incorrect promotional credits and misrepresented incentives related to our recent switch to T-Mobile. Despite multiple in-person visits, phone calls, voicemails, and customer service contacts over several months, the issue remains unresolved and continues to result in financial harm. On Friday, October 10, 2025, my wife and I visited the T-Mobile kiosk inside Sam's Club in Cape Girardeau, Missouri, to inquire about the iPhone 17 Pro promotion. We were assisted by a T-Mobile representative, Chris Ide. Mr. Ide advised us that by enrolling in T-Mobile's "Experience Beyond" plan, both of our existing iPhones would qualify for full promotional trade-in credit toward two new iPhone 17 Pro devices. We initially discussed the 256GB models, but ultimately chose to upgrade to the 512GB iPhone 17 Pro models. Mr. Ide explained that we would still receive an $1,100 promotional credit per phone and would only be responsible for the $200 price difference per device, spread over 24 months--approximately $8 to $9 per line per month. Based on these representations, we agreed to switch carriers to T-Mobile and completed the purchase that day. The iPhones were delivered on Monday, October 13, 2025, and our phone numbers were officially ported to T-Mobile at the Sam's Club kiosk on Thursday, October 14, 2025. We reasonably expected the promotional credits to appear on our account within the normal billing timeframe. By November 14, 2025, more than a month later, the promised "iPhone 17 Pro on T-Mobile" promotion had not been applied. We returned to the kiosk and spoke with the manager, Harold Williams. After reviewing our account, Mr. Williams acknowledged the error, apologized, and assured us it would be corrected. He stated he would follow up with us; however, we never received any communication from him. On December 8, 2025, after still seeing no resolution, we again returned to the kiosk and spoke with Chris Ide. At that time, he stated he was unaware the issue remained unresolved. After reviewing our account, Mr. Ide acknowledged that he had made an error during the original transaction and apologized. I informed him that I was scheduled for back surgery in two days and would not be able to continue making in-person visits if the issue persisted. He assured us he would work directly with Mr. Williams to resolve the matter. On December 11, 2025, Mr. Ide contacted my wife and stated that Mr. Williams would be correcting the issue. Despite this assurance, no promotional credits were applied. My wife left multiple voicemails for both Mr. Ide and Mr. Williams on December 12 and December 19, none of which were returned. On December 29, 2025, I contacted T-Mobile customer care and spoke with Christiana at the Oklahoma City call center. While I was on the call, she contacted the Cape Girardeau Sam's Club location and informed me that an assistant manager stated Mr. Williams would contact me later that day. No call was received. That same day, my wife again visited the kiosk and spoke with Chris Ide, who stated Mr. Williams would follow up with us. Once again, no communication occurred. On January 1, 2026, I initiated a T-Mobile customer service chat regarding this issue. I was advised the matter would be reviewed and that I would receive a phone call within 72 hours. To date, no follow-up or resolution has been provided. As of today, this issue remains unresolved. If not corrected, the failure to apply the promised promotional credits will cost us nearly $1,000 over the term of the agreement. We switched carriers and entered into this contract in good faith, relying on the representations made by a T-Mobile-authorized representative. We respectfully request that the originally promised iPhone 17 Pro promotional credits be honored and correctly applied to our account. Additionally, I am deeply concerned about what now appears to be misrepresentation regarding Sam's Club-specific promotional incentives. At the time of sale, Mr. Ide advised us that we would receive a $150 Sam's Club eGift Card, a $200 virtual prepaid card, and an annual $60 Sam's Club eGift Card usable toward any purchase, including a Sam's Club Plus Membership. Based on subsequent information, it now appears these incentives will not be honored. These representations were material to our decision and were relied upon when completing the transaction. Given the length of time this issue has persisted and the number of unsuccessful attempts to resolve it, I respectfully request a prompt review and resolution. Specifically, I ask that the promised device promotional credits be applied, the Sam's Club incentives be honored or an equivalent remedy provided, and written confirmation be issued once the matter is resolved. read more