I started a new pay as you go service. I was not assigned a temp t mobile number. The n...

GetHuman-iluvtrol's customer service issue with T-Mobile from August 2018

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The issue in GetHuman-iluvtrol's own words
I started a new pay as you go service. I was not assigned a temp t mobile number. The number I was porting in failed repeatedly. The account I set up on the website had my failed tracfone port in number as the contact number. I didn't know the port in failed and added another $**.** to the account. I was able to make calls so I thought everything was ok. My daughter tried to call me and discovered the phone was not working. *We tried to get that port in cancelled and get a new number assigned to my sim card. Supervisor Ann M. Rep ID * *** *** said that would be done in * to * business days. It wasn't. I called to escalate ticket number *** *** ** and they said they couldn't find anything in the system for me. That is because the system is looking for a number that failed to port in. I was then transferred to Shy, a supervisor who realized I was prepaid and would not be in their system and was transferred to prepaid where I waiting on hold for ** minutes and gave up.*On our second trip to the Cranberry TWP PA store to see if they could fix this issue we informed the employee that we were tired of the run around and were not leaving until I had a working phone that could receive and send calls. He spent an hour and a half on the phone explaining then being transferred and explaining again. Finally he did a sim exchange and assigned us a new number. I had to pay another $**.** to get the service started. He took our contact info for his supervisor and said Kyle would be calling us to see if he could help get the $**.** credited to the new phone. Kyle didn't call.*After another two hours on the phone explaining, transferring and explaining again we were transferred to Ariel rep id* *** **** who assured us she could get this resolved. She gave us ticket number *** ****, she understood the issue and said she would call us back on my daughters number in * days. That was yesterday and she didn't call. *We can't set up the new number as a t mobile account on the site because my info is in use already in use by the failed port in number. We can't add the new number to the old account because it keeps sending a confirmation number then saying it is an invalid number. The old failed port in account says t mobile will call me but the only number on there is the one that failed to port in because no one gave me a temporary t mobile number before assigning the port in number. *facepalms*
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Customer service issue
Reported by GetHuman-iluvtrol
Aug 15th, 2018 - a yr ago
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Phone number on account
Billing address
Email address
Last 4 digits of SSN
Pin/Password on account
GetHuman-iluvtrol started working on this issue
Aug 15th, 2018 8:18pm