T-Mobile rep lies to a couple, but the couple gets the last laugh
It seems that the rep offered the couple a discount that the rep said would make one of their two phone lines free. When they got their first bill from T-Mobile, it was for $262, over $100 more than the price that their friend, the rep, quoted them. As it turned out, the discount that the T-Mobile salesman discussed with them was a 3rd line free deal. By the way, this took place inside a T-Mobile corporate store, so T-Mobile apologists cannot play the third-party authorized retailer card for this incident.
Perhaps the wife is a PhoneArena reader, as she did reference the metrics in her comment online. She wrote, “Honestly, I don’t really care if it hurts his metrics anymore, because he’s lied to us throughout this entire process to get us to switch to T-Mobile and is now saying, “Oops I was wrong, but there’s nothing I can do about it.” The rep admitted that he gave the couple the deal as written out on paper (what else could he do since they had the proof). But here’s where things get better for the couple.
They were contacted by a “Team CEO” member who canceled the plans and credited the account, as the wife says, “into the negatives.” He unlocked their new phones and allowed them to make 24 monthly payments of $24.99 to pay for the two Galaxy S25 Ultra handsets, and then they would be done with T-Mobile. This wife was on the ball as she immediately disabled autopay and requested paper bills to be safe. Honestly, how many of you out there would think of doing these things?
The couple ended up paying $49.98 for two Galaxy S25 Ultra handsets
Last month she received a bill for -$11. But this is not the end of the story. A month later, the “Team CEO” guy gets in touch with the couple to tell them that the promo price for the two Galaxy S25 Ultra phones could not be applied to both units. But instead of changing everything again, the member of “Team CEO” did an amazing thing. He canceled everything and paid off the phones. As a result, the couple walked away with two Galaxy S25 Ultra phones after making two payments totaling $49.98. Not a bad price.
“I’m part of ERT, and while I don’t know specifics on OP’s situation, closing out EIPs is something that we regularly do when dealing with certain escalations. I personally closed out 4x iPhone 16 Pros a few weeks ago, due to a promo not applying when the account was eligible. We can technically manually attach any promo to any EIP, regardless of account eligibility, but sometimes closing out the EIP completely is the best solution.”
-Member of T-Mobile‘s ERT team
To be clear, “Team CEO” is not an actual department at T-Mobile. It is just a philosophy and culture that gives every employee the ability to solve a problem without having it go through the corporate bureaucracy. Most likely, the couple encountered a member of T-Mobile‘s Emergency Response Team (ERT), which does have the capability of closing out EIPs (Equipment Installment Plans).
