T-Mobile finally responds:

 

Dear Mr. Hall:

 

T-Mobile USA, Inc. (“T-Mobile”) is in receipt of your correspondence dated December 29, 2012 regarding the above referenced account.  We appreciate your patience while we researched the offer you received and investigated your concerns.

 

Please be advised that T-Mobile offers two types of post-paid rate plans, Classic and Value.  While both types of plans offer free nights, weekends and T-Mobile-to-T-Mobile calling at competitive prices, the plans differ in the handset cost for our customers.  Classic plan customers receive a substantially discounted handset, while customers choosing the Value rate plans receive discounted rate plans and pay full retail price for their handsets.  As Value plan customers pay full retail value for their handsets, they are eligible for T-Mobile’s lowest monthly rate plan pricing. Customers that select the Value rate plan type may be eligible to pay for handsets and accessories over time with our Equipment Installment Plan.

 

T-Mobile creates special offers for new or existing customers.  The offer you received for the LG Optimus L9 was created on November 15, 2012 at which time you were subscribed to the Unlimited Loyalty rate plan and the offer was approved for distribution shortly thereafter.  Unfortunately in the meantime, our records confirm that on November 21, 2012, you elected to change your family rate plan to T-Mobile’s Value Family Unlimited Talk & Text rate plan. As stated above, Value plan customers must pay full retail value for their handsets in exchange for the lowest possible monthly rate plan pricing.  Therefore, at the time the promotion was created, as you were on the Unlimited Loyalty rate plan, you were eligible to receive a discounted or no cost handset.  However, by changing your rate plan to a Value plan on November 21, 2012, you became ineligible for this offer.  We have further reviewed the advertisement that was part of the message you received on December 6, 2012 and, as indicated in the picture below, there is a disclaimer indicating that a qualified plan was required.  This qualified plan referred to in the advertisement would have to be one of our Classic plans that provides discounted or no cost handsets.  Again, because you changed your rate plan on November 21, 2012 to a Value plan, you became ineligible for this offer at the time you attempted to redeem it.

 

 

 

However, in an effort to resolve your concerns, although you were no longer eligible for the offer and it has expired,T-Mobile is willing to honor the terms of the offer you received on December 6, 2012.  However, in order to honor the terms of the offer we would require that you change your rate plan to one of our qualified Classic plans which are available at a cost of $99.98 per month.  This amount includes unlimited talk, text for two lines of service.  The additional features that you currently subscribe to on your Value plan would be billed at the corresponding Classic plan costs.  For more information about those costs, you may contact either me directly or Customer Care at 800-937-8997.

 

Thank you for bringing this matter to our attention.  If you have any questions, please do not hesitate to contact me at the address listed below, this email address or at 1-877-290-6323 ext. 3418073.