This is lunacy. We were Sprint customers for two decades, and within one month of TMobile’s services, we are ready to leave. I hope someone can help me. I am currently on hold for the second hour-long wait today in an attempt to resolve this.
We had to open a new account at TMobile to get the military discount available for service members; the problem was that the store that helped us opened a TMobile account in my name first (spouse). We paid off all devices before the switch (something TMobile says it is doing, but has not been offered to us), and then the account was moved to my husband’s name.
The problem now is that now we are receiving a bill from the account in my name, the one we closed out, and there is absolutely no way I can access the account.
I have tried to set up a TMobile ID with my phone number and a new email; however, TMobile keeps opening the account as the newer one. There is no option to open the older account number. There is no way to set up an account based on the old account ID. The only thing we can do with the old account ID is pay on it as a guest.
If anyone has suggestions, I am up for them.
On a side note, this business with calling TMobile employees “experts” should be stopped. My husband is a CBRN expert, and that is because he was in the field for 15 years and had numerous certifcations. I have a degree in cybersecurity, and I am not yet considered an expert. An expert can testify in a court of law regarding evidence in his or her (or their) field. The employees who could not put a screensaver on my device straight after five attempts are not experts. The employees who had to keep running back to the manager to answer simple account questions are not experts. The employees who kept giving us different payoff amounts are not experts. The fact that we have two open, overlapping accounts does not suggest experts set us up.
This whole experience has been an exercise in ineptitude.
EDIT: After 40 minutes on hold, and then 15 minutes going over that the account is mine, and there should be no balance on it, even though there is a balance of over $700, I was just hung up on by another “expert.” So I am going to call back and wait another 40 minutes to hopefully not be hung up on again.
I think we will be sending back our devices and going to another carrier.