I have been on T-Mobile for over 10 years and have in the past paid off my EIPs early and have continued to get Bill Credits.
Last month, I needed to unlock my phone and the T-Mobile Rep said that I need to pay off my balance to get the unlock code and that I will continue to get Bill Credits which seemed rational and so I paid off the EIP. This month I was expecting my bill to be lower as the T-Mobile bill credits would offset my bill amount. Unfortunately, T-Mobile completely took off the promo plan from my bill and did not pay me any bill credits.
I called T-Mobile and spoke to a Rep who at first kept saying that since the EIP is paid off, there will be no more credits and that's how my promo is structured. I told her that in the past this was never an issue and she insisted that this is a new promo and that is the rule. After going back and forth for 1.25 hours, she finally reversed my extra payment done last month so that the Bill Credits will continue. This is completely in contrast to how Bill Payments should work. What went wrong here? Is this the new Norm?