| @T-Mobile Hi.
Amelia M: I understand your concern about Hulu and Tidal and data charges I would request you to Please be assured I will look Into it and will certainly help you with that. |
| You: Done. |
| Amelia M: Thank you! Please help me with Phone number and 6-10 Digits Pin or security answer. |
| You: |
| Amelia M: Thank you so much It worked. |
| Amelia M: I would request you to Please be assured I will look Into it and will help you with that right here On chat. |
| Amelia M: May I Know what exactly is the issue you are getting while accessing Hulu and Tidal because as I checked thta It is Included In your plan. |
| You: Tidal - is asking me to upgrade my plan and pay for it. |
| You: Hulu - I have been paying for Hulu for years because Sprint/T-Mobile links never work. |
| You: lastly...my account has charges for unlimited data $10.00. When I opened the plan, unlimited data was part of the package deal. |
| You: How can I get copies of my past bills? |
| Amelia M: I would like to Inform you that you can Upgrade the plan On Tidal and be assured you will be not charged anything extra as all the customers are upgrading and I will help you with Hulu sign up as well. |
| You: Why do I have to upgrade the Tidal account? |
| Amelia M: Because every customer is getting an new version of Tidal so If you wish you can also and you will be not charged for that . |
| You: ok. |
| Amelia M: As I checked that you have not been charged $10 On your bill However the $10 credit is being applied On your account. |
| You: My point is not that I haven't been charged. My plan has been changed. |
| Amelia M: I will check that as well be assured. |
| You: I am trying to upgrade and I have a choice of Hi Fi and Hi Fi Plus. |
| You: which one should I choose |
| Amelia M: Hi Fi will be better and charges will be also less the plus On that. |
| You: what charges? |
| You: There should be no charges at all, as you stated. |
| Amelia M: I am sorry for the typo Please Upgrade with Hi Fi which is free and Included In the plan. |
| Amelia M: Plus will be chargeable.. |
| You: I am getting a message that I have to pay 12.99 a month. |
| You: Did T- Mobile send out any information regarding this forced upgrade? And will there be changes to my Tidal account with this forceable upgrade. |
| Amelia M: Please Ignore that message as It is Included in your plan and By this Upgrade you will get extra benefits and there will be no changes so be assured about that. |
| You: There were changes. My playlists are gone as are my favorites. |
| You: I am not feeling very confident in the information you are providing. |
| Amelia M: No Problem, If you are facing issue in playlist and favorites, Let me connect you to our dedicated team of technical experts so that they will help you.Please stay connected. |
| Christina B.: Hi there ! |
| Christina B.: Thanks a million for staying connected. My name is Christina B, from the Sprint advanced Technical Support Team and I will be assisting you further. |
| Christina B.: Hope you are doing fine. I just received your transfer and I will check your previous chat log so you don't have to go over everything again . Sounds good ? |
| You: That will do. |
| Christina B.: Thank you. I will be right back. |
| Christina B.: Thank you for waiting. I see you mentioned you are facing issues with the Tidal and it is asking you to pay $12.99 , right ? |
| You: There are two issues. Tidal upgrade and hulu missing. |
| Christina B.: Please accept my sincere apologies for any inconvenience caused. I will surely look into the concern further and will assist you further with the best of my abilities. |
| Christina B.: In regards to the Tidal , There is currently a TIDAL known issue (master ticket INC37431580) where the app will incorrectly request eligible customers to sign up and pay. |
| You: The previous agent told me to do the upgrade. |
| You: Was she incorrect? |
| Christina B.: Just to be sure , were you able to use the Tidal HI FI earlier ? |
| You: Yes. |
| Christina B.: Okay , In this case , I will request you to wait for the master ticket to get resolved . This is Tidal known issue and it will be resolved at the earliest. |
| Christina B.: We apologize for the inconvenience you are experiencing and appreciate your patience. |
| You: What does that mean? |
| You: May I have a master ticket #? |
| Christina B.: Master ticket INC37431580 |
| You: So, should I expect to see a charge on my account for Tidal? |
| Christina B.: Not at all , it is included in your plan and you will not be charged for it. |
| You: The next issue is Hulu. I do not have access to hulu. |
| Christina B.: Okay , Have you earlier been able to access HULU ? |
| You: when I enrolled in this plan, I had access to Hulu, then it disappeared and after months of calling Sprint/chatting, I gave up but since it is included in my account. I would like it. |
| You: Please check the account. Hulu is listed as a service. |
| Christina B.: You are right. HULU is included in the plan and I am sorry to hear that you are facing this issue in this regard . |
| Christina B.: Please give me a moment to review your account further . |
| Christina B.: Thank you for your patience, I will have the information shortly. |
| Christina B.: Thank you for waiting. I see that the HULU is already registered on this line and this is the partner reference ID :358321560 |
| Christina B.: Heads up! This chat will be closing in a few minutes due to inactivity. Please send a quick message to let me know you're still there. |
| You: Really. how would i know |
| You: to access1 Hulu from my phone. WHat is the user ID |
| Christina B.: Kindly contact Hulu support at 1-888-631-4858 . Hulu support will help you recover the account by doing a search against the Partner Reference ID provided by Sprint. |
| You: Apologies but this chat has been a waste of time. None of my issues have been resolved. |
| You: Please tell me. What is the address for Consumer/Customer Concerns? |
| You: And please provide a reference identifier for this specific chat. |
| Christina B.: Please accept my sincere apologies for any inconvenience caused. Resolving your concern is my top most priority and I want to leave a customer dissatisfied. |
| You: Also, how can I get access to copies of my past bills. |
| You: Please provide address. Thank you. |
| Christina B.: In regards to the Tidal , the master ticket is open and be assured it will be resolved at the earliest. In regards to the HULU service , the account is already registered so if you remember the email you used with it , you can reset the password using the browser or the HULU application. |
| Christina B.: IN case you do not remember the email set up with HULU account , please do get in touch with the HULU support so that they can help you in recovering the account. |
| You: I do know the email for the hulu. When I log in, I have to pay which I did 12.99 a month for the last two years. |
| You: And I do know the user id. The problem is that T Mobile has technical difficulties with this service that its agents do not seem to know how to handle. |
| You: Kindly provide the requested address. Thanks. |
| Christina B.: Being a customer myself I understand your point and I want to help you the best from my end,. The plan you are included the HULU and please do get in touch with the HULU support as they will be able to help you out with the user ID. from our end , we have the Partner reference ID which is 358321560 |
| Christina B.: Please allow me a moment to discuss the case with my available resources , Kindly stay connected. |
| Christina B.: Thank you for waiting. I have checked the details and currently we do not have the specific address for customer concerns however I am escalating your concern and you will receive a callback on urgent basis. |
| Christina B.: Heads up! This chat will be closing in a few minutes due to inactivity. Please send a quick message to let me know you're still there. |
| You: The internet is a wonderful thing. Questions and CommentsT-Mobile Customer RelationsPO Box 37380Albuquerque, NM 87176-7380 |
| You: So you can't do anything for me? Correct? |
| You: How do I get a transcript of this chat? |
| You: And how do I get copies of MY PAST BILLs - for the third time I am asking this question. |
| You: Thank you for helping me to the best of your abilities. |
| Christina B.: From my end , I escalated the case and you will receiving an urgent callback in this regard. |
| Christina B.: Please wait. |
| You: Please route call back to XXXXXXXXX |
| Christina B.: I am here to help you out with the billing concern as well |
| Christina B.: Please find the steps below : |
| Christina B.: Go to www.sprint.com/login. |
| You: I need copies of my bill from three years ago. Is that possible? |
| Christina B.: Yes , up to 10 years are available on line for the customers. |
