My husband and I recently deactivated our TMobile account as we have moved out of the USA.
We both got our phones from TMobile and since they are paid in full we assumed they are unlocked too.
This morning after our TMobile account was deactivated we switched to our Canadian number and found out that our phones are still locked.
We called customer service this morning to get this resolved. After waiting for two hours to get to a customer service agent we found out they cannot verify our account. We do not remember our 6 digit code as we had always requested OTP whenever we logged in and now we cannot do that anymore as our number is deactivated.
I was shocked to know that the only way TMobile can verify an account is by sending a text message. We are able to receive 6 digit pins on our email when we try to login into our account online but according to the agent they cannot do that.
We have been a TMobile customer for 6-7 years. I am having a hard time believing that a company like TMobile does not have any other way of identifying or verifying a closed account.
Please let us know how we can resolve this issue as soon as possible. All we want to do is get our phones unlocked.