The audacity is UNREAL! I was originally going to switch out from T-MOBILE due to the lack of connection I had since the sprint and tombile merge. Due to how unproperly done the merge was, there was no guarantee that me leaving to a different company would work properly. So to not lose my number, I stayed. One of the associates let me know about a promotion where I'd get $800 off an upgrade if I did a trade in. MIND YOU!!!!! I had my iphone 11 FULLY paid off and I thought I was getting such a GREAT deal on being able to get an Iphone 13 with $800 OFF!!! Sounds great right? The associate assured me I qualified for this promotion and it was the best offer they could give me. I left extremely satisfied thinking I got a good deal and now that I was officially T-mobile my service would be amazing. service not great but still a good deal on the phone. WELLLLLLLL..... Turns out I didn't actually qualify for the promotion I was sold and T-mobile didn't say jack nor did the associate. Instead they threw me on the next BEST promotion they had without my knowing. So I still had to pay for the phone in full but in monthly payments. Only reason I know, because I bought another phone for my mother in law. Told how much I'd be paying for the phone and the monthly bill for service. Sounded good on paper. Get the bill, and it's not what I was told. Decided to return it as I had a GRACE period of 14 days to return it. Did so within the 14 days, now here's the kicker. BECAUSE I returned the phone within the 14 days I am now being hit on the promotion that I have on my iphone 13, which is how I found out the Associate from this store and T-mobile screwed me. Appereantly I wasn't allowed to return the phone until 90 days after it's activated. But that would mean I'd have to pay for something for the phone if I went on the route. This is not what I was told when I got the second phone. I threatened to leave T-mobile altogether and hung up. A sales rep that was listening in on the conversation called me back personally and explained to me that the ASSOCIATE messed up!!!! But because he messed up it can no longer be fixed. They clearly acknowledge I'm not at fault for the penalties and that it was one of THEIR OWN employees who messed up but are refusing to fix the problem. The agent that called me back was extremely helpful and informative so seriously thankful for her. However, because T-mobile can't properly train their employees you could be facing the same issues I am now facing. And it's not even my fault. So make sure you ask for a copy of exactly what you are paying for folks before leaving a t-mobile store so that you can know from the start if you are going to get screwed over. The sales rep even went as far as explaining to her supervisor what the problem was and asked if there was a way they could make this right. The supervisor denied the request. After getting off the phone I was so livid I decided to call back and request that I get my iphone 11 back that was fully paid so that I could say bye to t-mobile once and for all as I no longer even want the 13 because it's from them. I have never witnessed such a thing happen or even faced such a problem as this. Any time I ever had a problem with a company and it was their doing, they have always fixed it. It was such a SLAP TO THE FACE being told that their employees messed up and even though they acknowledge that, they still refused to FIX the problem! I cannot wrap my head around this. Like in what world is this OK? Wow. I will officially be leaving T-Mobile once I have my old phone in hand and just buy the 13 elsewhere, or straight from APPLE. At least apple will fix their employees's mistakes. So moral of my complaint-------They'll tell you that you qualify for one thing, but if it turns out you don't, they'll give you a different promotion without your knowledge!!!! WHAT A WONDERFUL WAY TO RUN A BUSINESS. read more