Hi, T-Mobile Community; I am frustrated beyond imagination and this is my last stop before heading towards the Better Business Bureau. I am unable to get any answers and at this point in time, I’m out a nice chunk of money.
I cannot access the funds on my ‘Virtual MasterCard’ that I received as a rebate for paying off my phone and joining T-Mobile. I was told to contact the company (NorthLane) and provided a phone number (just a phone tree, no chance of reaching a human being) and a website where I left a message and no one has gotten back to me.
I need to be able to get the funds off the ‘virtual MasterCard’ and back to my bank from where I paid off my phone. My bank will only take PHYSICAL cards, not virtual. I’m left with a large debt (that I’m paying interest on, btw) and no way to access the funds promised me.
I cannot find any number, team or body at T-Mobile that I can speak with to elevate this issue and I’m afraid I have made a terrible mistake leaving my previous carrier for T-Mobile.
Is there anyone out there who can point me in the right direction of someone I can discuss this with?!?
Unusable Virtual MasterCard
+14
Virtual prepaid cards have different rules.
https://www.t-mobile.com/support/new-to-tmobile/promotional-cards-credits-and-rebates
This prepaid card has been a pain in the you know what! I was told I could add it to Google pay wallet to use it, and that has been tested over and over. It doesn’t work. I actually ended up having to pay my remaining Verizon balance from my own account since the card number wasn’t working. Everything I want to use it on is a POP purchase, and the digital wallet function definitely doesn’t work. I guess I’ll have to buy stuff online that I don’t need until the balance is depleted. Crappy offer Tmobile.
I have had the same issue with the Prepaid MasterCard issued by T-Mobile (apparently handled by Sunrise Bank). The card was issued by T-Mobile as a Verizon balance payoff in their successful attempt to entice me to switch carriers. The digital (“Virtual Express”) card information T-Mobile provided does not allow it to be added to a digital wallet such as Apple Pay. So, like others, I had to use my own funds ($700) to pay off Verizon while unable to make typical purchases using the “Virtual Express” MasterCard.
Beyond not being able to use the card, the fine print says there is a $4.95 monthly fee associated with the card, a $.33 charge every time you attempt to check the balance, and the card expires in 6 months.
I am reporting this to the Department of Commerce and our state’s Attorney’s Consumer Protection Office. This is not consumer-friendly and not a good start with T-Mobile.
After finally getting to someone who knew what to do, I was directed on how to transfer the digital MasterCard amount to my bank account. The process has been started and takes up to 3 business days to process. If it works, I am OK with the solution. You need to call 888-390-6867 for the right department at TMO.
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