T-Mobile - Prepaid Prepaid Phone Rebate Runaround Bellevue, Washington

I have repeatedly called their Rebate department to get an issue resolved. I purchased a TMO To-go phone. I sent in the rebate form and all required materials. I kept the phone active from its activation date for 90 days, after which I forgot to add a refill card. The rebate only required it to be active for 30 days. I checked online and saw that the rebate had been denied, and after speaking with a rep and getting the matter investigated, their Rebate department reprocessed the rebate. Now, I see that it was denied again, this time due to Rebate already paid on this PCS number. Well, I have not received Dime 1 on this rebate. Their records show this. And now, since I missed a refill date, my phone balance is zero. I called the rebates department and the first CSR said that since my phone balance is now zero, if the rebate is reprocessed it will be denied.

That is completely unacceptable and probably illegal. I met all the requirements for the rebate. Because of their system/process screwup, they cannot deny me my rebate because my phone balance is now zero. That was not a condition of the rebate, and they know this. If this is not resolved as it should be with my getting the rebate, I will escalate this to the Attorney General in their state of incorporation, and the Better Business Bureau.

Susan
Columbus, Ohio
U.S.A.