Are those mobile phone free offers really free?

In the world of mobile phone promotions, the word “free” can sometimes come with strings attached. Take, for instance, a recent experience shared with us by a couple who had been loyal customers of one major wireless carrier for years. Hoping for better offers, they decided to switch to another provider. The allure? A promotional deal promising “free” gifts, including a tablet and a smartwatch. However, things took an unexpected turn when their bill arrived.

Rather than seeing zeroes for their “freebies,” they found charges applied to the gifts they believed were complimentary. Surprised and disappointed, they quickly returned to the store, hoping to return both the new phones and the promotional items. But there was a catch: their attempt to return everything came too late. The store’s policy required returns within 30 days, and they were advised, “You should have read the contract.”

Not ready to give up, they kept pushing, and eventually, the mobile company agreed to take back the equipment. However, there was another twist: the items couldn’t be returned in-store. Instead, the company promised to send them shipping boxes to mail everything back. Days turned into weeks, and no boxes arrived. What did arrive was a notice from the carrier, informing the couple they were being sent to collections for non-payment. By this point, they had already paid nearly $1,500 for service, but now they were also being charged for the devices they had been trying to return.

Frustrated and unsure where to turn, they reached out to TrustDALE. Our team stepped in, and after contacting the wireless carrier directly, we finally got the shipping boxes sent to the couple. They were able to return the phones and the promotional items, ending months of stress and unexpected costs.

The couple sent us a photo and a heartfelt message, saying, “The personnel from TrustDALE were great to work with, and I would give them 5 stars for what they have accomplished. If you ever have a problem and are not sure how to handle it, TrustDALE may be able to help you as well.”

Thank you for the kind words! If you’re facing a consumer issue that feels impossible to resolve, TrustDALE can help. Just visit TrustDALE.com, fill out a help request, and let us assist you in finding a resolution.

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