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N/A, 23 Dec. 2024 , 06:45am Welcome Amalia ! [Sent]

Amalia Jonatzke, 23 Dec. 2024 , 06:45am What is the next step?

T-Mobile, 23 Dec. 2024 , 06:45am Hi there! You’re now chatting with T-Mobile’s Virtual Assistant on a transcribed line. Learn more at t-mo.co/privacy [Read]

T-Mobile, 23 Dec. 2024 , 06:46am Thanks! A live representative will be with you shortly. [Read]

Info [Automated], 23 Dec. 2024 , 06:46am Wait times are longer than normal, a representative will be assigned as soon as they are available. [Sent]

Ericajoy, 23 Dec. 2024 , 06:52am Hi Amalia! This is Erica from T-Mobile Messaging, I’m here to help. Thanks for your patience during long wait times! I understand that you are contacting regarding the iPhone 16 Pro promotion, let's work on this together. [Read]

Ericajoy, 23 Dec. 2024 , 06:53am Just to confirm, may I know which line do you want to proceed with the upgrade? [Read]

Amalia Jonatzke, 23 Dec. 2024 , 06:53am We are attempting to do both of them as of right now

Amalia Jonatzke, 23 Dec. 2024 , 06:53am Hopefully before January, we’ve been trying to do this since November and we’re told only to wait one more month and that’s why we’re here again now

Amalia Jonatzke, 23 Dec. 2024 , 06:54am Technically, we’ve been told to wait one more month closer to six months or more for other things but specifically the iPhone trade-in is a problem we’re having right now

Amalia Jonatzke, 23 Dec. 2024 , 06:56am Also around that time six months ago support said that the phone line ending in 0992 was paid off in full but upon checking multiple times since those six months it has not been

Ericajoy, 23 Dec. 2024 , 06:56am Got it, Amalia. I appreciate you sharing the details with me. [Read]

Ericajoy, 23 Dec. 2024 , 06:59am Let's work with the promotions first, I have checked the current plan and it is not available for the $1000 promotion. [Read]

Amalia Jonatzke, 23 Dec. 2024 , 07:00am Right, the full phone payment is only for the NEXT users. We are on the plus 55 plan which still provides up to 800 off, and the iPhone 8 Plus and iPhone qualify for I think around 400-500 off

Amalia Jonatzke, 23 Dec. 2024 , 07:01am Which should leave us at about $2 per month for 24 months for each phone according to our previous conversations, but the one you see above he wanted us to have a down payment of over 500. In the store we were told in person there was no down payment and no activation fee( and she told us that on the app it would be the same and it was but then now it’s suddenly not. We were forced to wait a month and one of the promotions has changed

Ericajoy, 23 Dec. 2024 , 07:03am I totally understand your sentiments about what's happening, Amalia. I appreciate your utmost understanding. Just so I can follow, can you confirm to me what are your trade in devices? [Read]

Amalia Jonatzke, 23 Dec. 2024 , 07:04am I have an IPhone 8 Plus in its rose gold colour, and an iPhone 7 in silver or an iPhone 7 Plus in silver. I have all three of these, and possibly if we decide to an IPhone 14 Pro might be put down but that one is a maybe

Ericajoy, 23 Dec. 2024 , 07:06am Got it! The trade in devices are iPhone 8 Plus and iPhone 7 Plus. Let me get the trade in value for each device, one moment. [Read]

Ericajoy, 23 Dec. 2024 , 07:08am Just to confirm, may I also know what storage of each devices are? [Read]

Amalia Jonatzke, 23 Dec. 2024 , 07:09am I don’t remember with the 7+ because I don’t have it on me, but the 8+ should be a 64

Amalia Jonatzke, 23 Dec. 2024 , 07:09am I guess it would be safe to assume they both would be 64 then

Ericajoy, 23 Dec. 2024 , 07:10am Thanks for trying to remember! The available here is 128GB? And the lowest is 32GB. [Read]

Ericajoy, 23 Dec. 2024 , 07:12am Let's just set both on 128GB and check the value? [Read]

Amalia Jonatzke, 23 Dec. 2024 , 07:12am That should be fine I can always double check when I get home. I am currently walking

Ericajoy, 23 Dec. 2024 , 07:13am Keep safe, Amalia! Upon checking, here are the details:

Apple iPhone 8 Plus 128GB $15
Apple iPhone 7 Plus 128GB $5 [Read]

Amalia Jonatzke, 23 Dec. 2024 , 07:14am Those are the numbers around what I got when I checked for them being broken, but with the GO5G PLUS 55 plan they showed up as 400-500 or something both in store and on my app

Ericajoy, 23 Dec. 2024 , 07:17am Thanks for letting me know! [Read]

Ericajoy, 23 Dec. 2024 , 07:20am It's just that since these are old models, the trade in value is as is. [Read]

Amalia Jonatzke, 23 Dec. 2024 , 07:21am If that is genuinely the only number that you’re getting that means that we were put off by support to take too long because they were well over 400 when I checked just last night

Amalia Jonatzke, 23 Dec. 2024 , 07:21am That’s why we’ve been pushing to get it done for as long as we have because we knew that by the end of this year they would no longer have as much value. I absolutely refuse to settle for that stupid number.

Amalia Jonatzke, 23 Dec. 2024 , 07:23am [Image]

Amalia Jonatzke, 23 Dec. 2024 , 07:23am Even right now, it is much lower than it was before, but it is still much higher than the number that you’re giving me

Amalia Jonatzke, 23 Dec. 2024 , 07:24am The 15 that you’re giving me is showed in the picture saying that you’re trying to check without any promotion or trade-in value which is that would be 15 but because of the plan that we have it’s significantly higher

Amalia Jonatzke, 23 Dec. 2024 , 07:24am This is also for the 64 gig which you said you could not find

Ericajoy, 23 Dec. 2024 , 07:24am I’m just taking a moment to check on this for you, and I want to make sure I get it right. [Read]

Ericajoy, 23 Dec. 2024 , 07:25am Kindly give me a moment to check on your request, please. [Read]

[Privately] Macarolyn, 23 Dec. 2024 , 07:26am I'm back, Amalia! I was able to run around on our promotion and found out the promotion that you've been looking for. As I check here, the screenshot you sent is the most accurate amount because it has the plan that you currently have right now.

The one that you mentioned about the $400.00 to $500.00 trade in value requires a regular Go5g plus or Go5g Next plan. But I have also checked the price difference and I may say that billing wise, the $315.00 amount would be more beneficial to you. [Sent]

[Privately] Macarolyn, 23 Dec. 2024 , 07:27am The device trade in value doesn't change, Amalia. We can only add value to it depending on the promotion that will kick in once you ordered a new phone. Was I able to clarify this to you, Amalia? [Sent]

Ericajoy, 23 Dec. 2024 , 07:27am I'm back, Amalia! I was able to run around on our promotion and found out the promotion that you've been looking for. As I check here, the screenshot you sent is the most accurate amount because it has the plan that you currently have right now.

The one that you mentioned about the $400.00 to $500.00 trade in value requires a regular Go5G plus or Go5G Next plan. But I have also checked the price difference and I may say that billing wise, the $315.00 amount would be more beneficial to you. [Read]

Amalia Jonatzke, 23 Dec. 2024 , 07:27am I appreciate it. When I began this the deal was much higher even over 400. The deal was “up to1000” which would be for like the newest phones but the 8+ qualified still for 415 and I’d like to try to still get that number because it’s not my fault at all that I’ve been shoved to the side until the number has fallen. I wanted to get this done early.

Ericajoy, 23 Dec. 2024 , 07:28am The device trade in value doesn't change, Amalia. We can only add value to it depending on the promotion that will kick in once you ordered a new phone. Was I able to clarify this to you, Amalia? [Read]

Amalia Jonatzke, 23 Dec. 2024 , 07:29am I understand, but the promotion was originally higher when I started this whole thing. It is not my fault that the number has fallen it is the fault of the company. There must be something that can be done to make up for this loss, is was not my fault and it’s not something I should have to deal with because “oops we made you wait too long”

[Privately] Macarolyn, 23 Dec. 2024 , 07:32am We got you on this, Amalia and I may feel the same way as yours if this happens to me. Its just that the promotion would only take a certain period of time and will be unavailable once the promotion expires. I am hoping for your understanding on the situation.

But in case, are you planning to get a new phone today? We can try to find options for promotion. [Sent]

Ericajoy, 23 Dec. 2024 , 07:33am We got you on this, Amalia and I may feel the same way as yours if this happens to me. Its just that the promotion would only take a certain period of time and will be unavailable once the promotion expires. I am hoping for your understanding on the situation.

But in case, are you planning to get a new phone today? We can try to find options for promotion. [Read]

Amalia Jonatzke, 23 Dec. 2024 , 07:34am I understand that the promotions are based on a time. Period and that’s why I started this earlier so I can take advantage of the earlier time. Because I knew that after a certain point that promotion would fall or completely be removed. I should not be punished because of support taking forever and for nobody being able to understand each other when I originally started this whole thing before all of that.

[Privately] Macarolyn, 23 Dec. 2024 , 07:36am Just to make sure, may I know when specifically you saw the promotion? Most of the promotions that I saw have $315.00 trade in value of your phone.

I have also reviewed your account and noticed that the reason you were unable to get the promotion at the time is because we are waiting for the devices to be paid off. [Sent]

Ericajoy, 23 Dec. 2024 , 07:36am Just to make sure, may I know when specifically you saw the promotion? Most of the promotions that I saw have $315.00 trade in value of your phone.

I have also reviewed your account and noticed that the reason you were unable to get the promotion at the time is because we are waiting for the devices to be paid off. [Sent]

[Privately] Macarolyn, 23 Dec. 2024 , 07:37am Actually, the last promotion that I saw that offers $415.00 was the one in October.

(https://c2.t-mobile.com/offers/expired-offers/375f8) [Sent]

Amalia Jonatzke, 23 Dec. 2024 , 07:40am The first time that I saw the promotion was last month when we went in to discuss possible trade-ins and last month, they told us to wait one more month for a bill cycle then on Friday this last week I went in and saw get up to $1000 off as the promotion which when broken down qualified for the over $400 for the iPhone 8 Plus we talked about trying to make it work on both the Monday last week and this last Friday only to be told it still hasn’t come through today the bill that was paid for the 24th payment or the last payment of the phones has not yet finished clearing them out which is why we started talking to support and as of today the promotion has fallen from 1000 to 800 which affects the 8+from 400 down to 300

Amalia Jonatzke, 23 Dec. 2024 , 07:41am We have been trying to do this since last Monday, but we’re told to wait until Friday and have been trying to do it since Friday as well

[Privately] Macarolyn, 23 Dec. 2024 , 07:41am ** if cx still tries to dispute **

I have run through on our promotions here and noticed that the trade in value of the phone goes down after the launch of iPhone 16. Usually, devices depreciates its value once a newer version of it has been released. [Sent]

Amalia Jonatzke, 23 Dec. 2024 , 07:41am All day Friday I kept checking every couple hours on my phone. What the deal qualified for for the 8+ and it was always over 400 until today.

Ericajoy, 23 Dec. 2024 , 07:43am I appreciate you for that and I totally get that you just want to get the best promotions for you and that's what we also want for you.

Actually, the last promotion that I saw that offers $415.00 was the one in October. With this one, the promo period is: September 13 - October 3, 2024.

Amalia Jonatzke, 23 Dec. 2024 , 07:45am I appreciate the full breakdown but it’s just not the number that I saw I know because I was excited to get nearly 50% off, but this is only close to a third

Amalia Jonatzke, 23 Dec. 2024 , 07:46am I don’t completely doubt your resources, but I know what we both saw because we saw it in multiple times over multiple days and even the person in the store said the same number we were seeing because she said that’s a pretty damn good deal for how old the phones are

Amalia Jonatzke, 23 Dec. 2024 , 07:46am I talked to two different representatives in the store and they both said the same number and to come back on another day

Ericajoy, 23 Dec. 2024 , 07:49am Thanks for appreciating that we provide the accurate information for you. [Read]

Ericajoy, 23 Dec. 2024 , 07:51am If you don't mind me asking, are you fully decided to get the new phones today? If so, we'll be taking the $315 off. I'm afraid that same thing happened again if we wait a little longer for a promotion that might come up next year. [Read]

Amalia Jonatzke, 23 Dec. 2024 , 07:52am If we were to go through with trying to get a phone today, would there be a down payment or would it be like I was told in store where they would send it in and we would set things up with no payment and that they would give us a box to send in the older phoneagain with no down payment but once we send in the old phone, it will bring credit off a monthly bill, totaling up to the promotion value once it is verified

Amalia Jonatzke, 23 Dec. 2024 , 07:52am Because if there will be no down payment and we will be dealing with it on a monthly bill for 24 months that is the option we’ve been trying to get for so long

Amalia Jonatzke, 23 Dec. 2024 , 07:53am We have done it this way for our last multiple phones all the way back down to the SE and the 11

Ericajoy, 23 Dec. 2024 , 07:56am I appreciate your time working this with me, Amalia. [Read]

Amalia Jonatzke, 23 Dec. 2024 , 07:57am I also appreciate you taking the time to help out and humanizing the experience more than everything else I’ve dealt with so far

Ericajoy, 23 Dec. 2024 , 07:58am I hope I am able to express my genuine commitment to assist you with this as you are a valued customer. [Read]

Ericajoy, 23 Dec. 2024 , 07:59am There would be down payment as it is a latest release device. Another option is to finish the payments for the iPhone 14 devices and if you decide to use it as a trade in device, the higher trade in value of it can be used as down payment when you process the transaction at the store. [Read]

Amalia Jonatzke, 23 Dec. 2024 , 08:00am So what if I bring in the 8+ can I use that as a down payment?

Amalia Jonatzke, 23 Dec. 2024 , 08:00am Because I know that I used my iPhone SE when the 14 Pro came out shortly after it’s released and did not have to make a large down payment payment and that is a phone that’s worth not that much (the SE)

Ericajoy, 23 Dec. 2024 , 08:01am I have reviewed more options for the $415 trade in and I was able to get one! The promotion is Apple: $1,000 off with Any Condition Trade on Go5G Next, but this one is required to be in the Go5G Next plan. [Read]

Ericajoy, 23 Dec. 2024 , 08:02am iPhone SE and iPhone 11 are higher models so they have higher trade in value. If the trade in value alone, it would just be $15 and $5 because the promotional credit will be applied separately on a monthly basis. [Read]

Amalia Jonatzke, 23 Dec. 2024 , 08:04am I appreciate you taking the time to go over different options and explaining what they mean to me, it helps a lot more than anything else in the previous conversations have. I think I might be better off trying to go to the store in person and do the trade-in right away. However, this still doesn’t resolve the original issue. I contacted Support this morning close to five hours ago. The phones were supposed to be paid off last month not to mention support said that the phone ending in 0992 was already paid off over six months ago. I would like to try to get that resolved so that we can use the phones for a trade-in if we want to, but also so we don’t have to cancel out the bonuses that they have because trading them in early cancels out the money that we have earned on them..

Amalia Jonatzke, 23 Dec. 2024 , 08:05am Obviously, we have explained that waiting an extra month would cause us to potentially lose value and I would just like to get it sorted out as quickly as possible

[Privately] Macarolyn, 23 Dec. 2024 , 08:05am strong assurance that device is paid off and the device is good to go for trade in at the store [Sent]

Ericajoy, 23 Dec. 2024 , 08:07am Got it, Amalia! Thanks for your utmost understanding. Just to confirm, are you referring to the iPhone 14 being already paid off? [Sent]

Amalia Jonatzke, 23 Dec. 2024 , 08:08am There is a 14 Pro that support it was already paid off yes. But every time we’ve checked on it since, it was not.

[Privately] Macarolyn, 23 Dec. 2024 , 08:09am technically, the device is paid off but we need to wait until the current cycle closes for it to be tagged as fully paid off [Sent]

Ericajoy, 23 Dec. 2024 , 08:10am Thank you so much for confirming! I have checked here that the iPhone 14 is all set and paid off! It will reflect on the close date which is on the 29th since you already made a payment for the overall bill charges for the current cycle. I hope I was able to lessen your worries regarding the phone payments, Amalia? [Read]

Amalia Jonatzke, 23 Dec. 2024 , 08:12am Really? So it is paid off fully? And will reflect on the 29?

Amalia Jonatzke, 23 Dec. 2024 , 08:12am Or I need to make a payment?

Ericajoy, 23 Dec. 2024 , 08:13am No need to make further payments for the iPhone 14! And yes, it will reflect as fully paid on the next bill. [Read]

Amalia Jonatzke, 23 Dec. 2024 , 08:14am but how does that affect trading right now?

Ericajoy, 23 Dec. 2024 , 08:14am Good question! [Read]

Ericajoy, 23 Dec. 2024 , 08:15am Since it is not tagged as fully paid in the system yet, the trade in might not push through. No worries, on the 30th, you're all set and good to go.

Also, you may consider the devices to trade in, while you wait for the close date, you can also opt for trading the latest devices to get higher trade in value. [Read]

Amalia Jonatzke, 23 Dec. 2024 , 08:17am I appreciate you trying to push so that I get the best value. Unfortunately, I just wanted to try my best to get it out-of-the-way before the year is over. I have a feeling that what they told me at the store would be true that after January starts, these phones will not be worth nearly as much. (The 8+ and 7+)

Amalia Jonatzke, 23 Dec. 2024 , 08:17am That was why I wanted to try to get them to be traded in because they’ll also no longer be supporting. Activating them as a phone to be on my line. I wanted to try to get them to have some value before they valueless

Amalia Jonatzke, 23 Dec. 2024 , 08:18am While I have you in this chat, can I confirm whether or not I can trade in multiple phones at a time?

Amalia Jonatzke, 23 Dec. 2024 , 08:18am Or would it only be one per line?

Ericajoy, 23 Dec. 2024 , 08:19am I get it and I truly respect your decision. For your inquiry, it is one trade in device per purchase of new device. Aside from this, can I assist you with other concerns also? [Read]

Amalia Jonatzke, 23 Dec. 2024 , 08:21am Is there anything I can do to guarantee that this promotion will not be over when I go to do the trade-in for real?

Amalia Jonatzke, 23 Dec. 2024 , 08:21am I understand that they are time based and that I can’t keep or control when they end, but I also want you to recognize that I shouldn’t be punished for needing to wait

Ericajoy, 23 Dec. 2024 , 08:22am Since you have the iPhone 7 Plus and 8 Plus on your end, you can trade them right away if you are decided for the trade in. [Read]

Amalia Jonatzke, 23 Dec. 2024 , 08:24am Would that affect the potential of the credits we have in the 14 pros?

Ericajoy, 23 Dec. 2024 , 08:26am Nope! Because they will be a different device purchase and would received their own monthly credits. Was I able to clarify this with you? [Read]

Amalia Jonatzke, 23 Dec. 2024 , 08:27am This is very helpful. I will try to walk down there tomorrow and see where things go. I really appreciate your time and how you’ve been humanizing the experience unlike anything anybody else else’s treat was so far. Will there be a support review or something after this?

Ericajoy, 23 Dec. 2024 , 08:29am Thank you so much for your patience and cooperation as we discuss on this, Amalia. There would be a support review that is being sent randomly. And if ever you may receive one, we do hope for your positive feedback on it! [Received]

Ericajoy, 23 Dec. 2024 , 08:30am If that will be all today, I'll let you go on your day now. Thank you for letting us assist you today! So glad we we're able to help you with the promotion and trade in details, also checking other options for a higher trade in value.

For easier access for all your lines and devices you have on your T-Mobile account, you can download our new T-Life app! [Received]

Ericajoy, 23 Dec. 2024 , 08:33am I wish you would appreciate our genuine efforts to help you and you would remember me and T-Mobile for this sweet experience.

Once again, this is Erica from T-Mobile. I'll close the chat for now. Thank you so much for being so nice! Have a great rest of your day, Amalia! [Sent]