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Switch 2 T-mobile Carrier Freedom reimbursement


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I chatted with a T-mobile rep after several years of frustration with AT&T. (I copy pasted the conversation) The rep said I could submit the balance of my installment contract & T-mobile would reimburse me $800 per line (I have 3 lines) once the porting process was complete. We received text messages from T-mobile welcoming us and stating the porting process was done so I tried to submit my reimbursement request this morning but was told I’m not eligible. Just got off the phone with a carrier switching specialist(?) who told me they are having issues with their reimbursement website & to try Chrome instead of Safari, which I did and I received the same results. It says I’m not eligible. The rep told me to wait 72 hours then try again. T-mobile only gives me 30 days from receiving our SIMs to submit this claim, if I continue being told to wait 72 hours & retry that 30 days will be over quickly & I’ll lose my window of opportunity. Is that the goal? Is this a scam? Have I fallen victim to another carrier making promises they don’t intend to keep? I see other’s have posted frustrations over this process as well. Straight up, what’s the community verdict on this? 

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Best answer by gramps28 22 May 2022, 17:09

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Try contacting tmobile support using messenger on one of tmobile's social media platforms, Twitter or Facebook, to see if they can help you they also are a higher tier of support.

Userlevel 7
Badge +14

Try contacting tmobile support using messenger on one of tmobile's social media platforms, Twitter or Facebook, to see if they can help you they also are a higher tier of support.

Higher tier than calling them?

Yes, the reps are Tforce and they use to monitor this forum off and on until they moved to those sites over 5 years ago.

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Hey there, did you talk to someone and get this sorted out? I’m getting the same error message that says I’m not eligible…

I contacted them via Twitter as @gramps28 suggested & they pushed the submission for me. Now I’m waiting for them to process it & actually issue the reimbursement.

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1. You must pay off your device through the AT&T app.

• (Go to AT&T account overview and select See my bill. Scroll to, and select, Manage installment plan under Billing & payment options. Review installment details. Or, select Make a plan payment to pay off remaining balance. 

 

2. Unlock Device: To submit an unlock request, visit www.att.com/deviceunlock to review the requirements, and submit an AT&T Device Unlock request. Requests may take up to two business days to complete. If an unlock request has already been submitted, the status may be checked at www.att.com/deviceunlockstatus/) You will receive a text message when the unlock is complete. You must wait 24 hours after paying off their device to request device unlock. This can take up to 3 days. NOTE: When the customer is ready to port, they will need their AT&T account number and PIN.

 

** that SHoudl say you wait 24 hours from paying off the device to request the unlock from ATT, But once you pay off the phone you can call ATT for the unlock information, 24 hours is just want we say but most customers get the process going as soon as they pay off their devices.**

 

3. Port your existing number to T-Mobile by calling Care at 1-877-789-3106. They will help you port your numbers and set up your T-Mobile account. 

 

4. Make sure all these action items with AT&T are completed before you call our Care team to port your number!

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The above post is my copy/paste of the steps the rep I chatted with gave me to complete during this process. The green check marks are my way of tracking when that step was finished so I could move on to the next step. 

Next up was step #5 & this is where I’m stuck & experiencing frustrations:

5. You must submit for reimbursement within 30 days by uploading screenshots of your current financing details to https://www.switch2t-mobile.com/. 

a. These screenshots must include: 

b. Phone Number

c. Make/Model

d. Payoff Amount

e. Plan Start Date OR

f. # of Installments (ex: 14 of 24 installments)

 

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When I went through the process of paying off my final AT&T bill & paying off my phone installment, I took a screen shot of the process as I was completing the steps. 

This is a sample, with identifying info redacted for privacy, which meets all the requirements of step #5. The problem is when I go to the website https://www.switch2t-mobile.com/ and input my phone number. I’m then asked to log in, which I do. Then the screen comes back up and says I’m not eligible. Today is the 8th day after I paid off & initiated the switchover/port. Is that not enough time for this process to complete? My account was opened on May 8th, and the 14th was the date I was finally able to get my phone port completed from AT&T.

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Try contacting tmobile support using messenger on one of tmobile's social media platforms, Twitter or Facebook, to see if they can help you they also are a higher tier of support.

Higher tier than calling them?

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Here is a screenshot showing my number transfers are complete. 

For clarity, the fourth line is an Apple Watch and there is no reimbursement needed for that line/device 

Hey there, did you talk to someone and get this sorted out? I’m getting the same error message that says I’m not eligible…

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Thank you @gramps28 

Same issue here… and it’s being sorted out by a helpful rep through a Twitter DM.  Certainly beats 3 hours on hold, followed by a language barrier and endless transfers to other reps.  It’s not a super fast process, but PTL at least it does get it done and you have a physical trail of messages if they mess it up.

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