Apologies in advance as this is a bit long. I wanted new service with T-mobile and decided to open a business line instead of a personal line. The T-Mobile Rep at the South Halsted store informed me that someone will reach out in a day or two to begin the process. I received a call from Adalberto Garcia two days later and we discussed the type of service I wanted. Adalberto then sent me an email requesting some information. His initial email on July 22nd at 1:17pm:
Hello Bruce,
It was a pleasure talking with you regarding our current promotions. Per our conversation, we will need your W-9 to verify the business.
Can you please send over a copy?
I then shared my W9 with Adalberto.
He followed up on July 26th at 9:36am with the following request:
Hello Bruce,
We received a response from our credit team and they are asking for some additional information before releasing the application. I will list the following steps on how you can proceed forward, as they are asking for additional information regarding the business.
Location to fax: fax:1(913)-523-8567 or E-Mail TfB_FM_Investigations@T-Mobile.COM prior to service being disconnected:
• Contact cover sheet
• Valid photo ID
• Most current tax documentation
• Proof of employment or ownership of the business in question (ex: current paycheck stub, articles of incorporation showing their name)
• Proof of business credit (ex: bank statement, or major credit card statement showing business transactions/transaction history, dated within the last 30 days)
I thought this was a bit strange since I have steller personal and business credit. In any case, after returning from a business trip, on August 3rd, I complied, sending the information to both Adalberto and to their Fraud department. I phoned Adalberto and he said that I should not have sent the information to him.
I received an automated message back from the TfB_FM_Investigations@T-Mobile.COM email address stating…
Fraud Management has strict policies. Please be advised that all documents must be submitted from a T-Mobile store and/or with a T-Mobile domain for security purposes.
On August 5th I inquired about the Fraud review with Adalberto and got no response. I’ve followed up with a couple of calls and voicemails to no avail. I was in Florida for a business trip and decided to try again (most would have walked away by this point, but now I’m curious). I went into the T-Mobile store in Naples, FL and spoke with a representative at the Tamiami Trail N location. I was then put in touch with Nelson Romero, another sales rep that he said would work on this account.
I then sent the same documents to Nelson on August 13th at 7:46 pm. Nelson responed that he is waiting on underwriting. He then asked for my Drivers license image, front and back on August 16th at 10am. I immediately sent these over and after a little bit of back and forth, he had the information requested by 1:47pm on August 16th. I inquired about a status with Nelson today at 11:21 am and got a reply that he is waiting on underwriting 34 minutes later.
Let’s say that this process started on July 22nd at 1:17pm with Adalberto. It should not be this hard… it just shouldn’t.