T-Mobile
Free Flight Promotion Tickets Never Sent, Name Missing From List

My husband and I signed up for a new cell phone contract with T-Mobile during their free flight promotion in November last year. We had all the paperwork sent in by the deadline and did not have any past due balances through February as stated in the promotions guidelines. We were told we would receive the booking request forms in late March.

As the time came and we did not receive the booking request forms, I called TLC (the marketing company that handles T-mobiles promotions) and inquired as to why we had not received the forms. They said they were late in getting them sent out and we would be getting them in the next two weeks. Two weeks came and went and we still did not have them.

We were wanting to use these tickets for a vacation in early June so I was very eager to get them and get the trip booked. After making several calls over the next few weeks to TLC, and being told that I should be receiving them any day now, I was finally told that my name was never on the "list" from T-Mobile and that I needed to contact T-Mobile to find out why my name wasn't on the list.

To make a very long story short, I have been calling T-Mobile since April (I started documenting each call in May when I realized this wasn't going to be an easy process). Each time I get told that they will escalate the problem to their Business Support Department. Each time, I'm told it will take about two weeks for something to happen.

On three different times, I have been told by three different customer service reps that they will personally take care of it and call me back within a few days. I have yet to receive a call back from a T-Mobile customer service rep. On my August 4th call, I was told that my name had been added to the "list" on July 29. I just called TLC today (Aug 11) and they do not have my name on the list.

I'm so frustrated with T-Mobiles customer service... It's awful!!! They have been telling lies and making false promises from day one. I will be very surprised if I ever get these tickets.

Company: T-Mobile
Country: USA
Site: t-mobile.com

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