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N/A, 03 Jan. 2025 , 09:52am Welcome Kortney ! [Sent]

Kortney Grenyion, 03 Jan. 2025 , 09:52am Billing question

T-Mobile, 03 Jan. 2025 , 09:52am Hi there! You’re now chatting with T-Mobile’s Virtual Assistant on a transcribed line. Learn more at https://t-mo.co/privacy. [Read]

T-Mobile, 03 Jan. 2025 , 09:52am Thanks! A live representative will be with you shortly. [Read]

Kortney Grenyion, 03 Jan. 2025 , 09:52am Ok

Info [Automated], 03 Jan. 2025 , 09:53am Wait times are longer than normal, a representative will be assigned as soon as they are available. [Read]

T-Mobile AutoMessage, 03 Jan. 2025 , 10:08am We appreciate your patience. We're experiencing high volumes and wait times are longer than normal. Do you want to continue to wait for a representative? Yes, or No. [Sent]

Ericajoy, 03 Jan. 2025 , 10:08am Hi Kortney! This is Erica from T-Mobile Messaging, I’m here to help. Thanks for your patience during long wait times! I understand that you are contacting regarding bill inquiry, let's work on this together. May I know about your question with the bill? [Read]

Kortney Grenyion, 03 Jan. 2025 , 10:11am I feel like it’s way higher the what was quoted

Kortney Grenyion, 03 Jan. 2025 , 10:11am I was told it was supposed to be around 140 a month and when looking at it it is nowhere next to that

Ericajoy, 03 Jan. 2025 , 10:11am No worries! I'm checking on the previous and current bill right now. [Read]

Kortney Grenyion, 03 Jan. 2025 , 10:11am Ok

Ericajoy, 03 Jan. 2025 , 10:14am The previous bill is $130 for the plans alone. And the current bill is already covered by a $235 adjustment made on the account. [Read]

Kortney Grenyion, 03 Jan. 2025 , 10:15am I see that’s where it’s wrong because that adjustment was supposed to be put towards devices and I was in my device payment six months early because whoever processed my stuff did it wrong

Kortney Grenyion, 03 Jan. 2025 , 10:16am So so long story short when I got my phone my my line which is the 9066 was supposed to be like seven dollars and then the boys lines were supposed to be four dollars and change it should’ve been like 15 $16 into bike payments because of the trade-in that I did and the credit was supposed to be applied to every bill and then they gave mea little bit of an upfront credit which wasn’t supposed to happen

Kortney Grenyion, 03 Jan. 2025 , 10:16am Divice not bike

Kortney Grenyion, 03 Jan. 2025 , 10:16am Device

Ericajoy, 03 Jan. 2025 , 10:17am Thanks for sharing more details about the situation, Kortney. Upon checking the breakdown of the bill, the next bill moving forward is $196.01. Here is the breakdown for the reference:

Plan $146
line 9044 $4.17
line 9066 $41.67
line 9191 4.17 [Read]

Ericajoy, 03 Jan. 2025 , 10:17am If I may ask, was the credit issued upon the store? [Read]

Kortney Grenyion, 03 Jan. 2025 , 10:17am Yeah, that’s so incorrect because how much is my trade-in?

Kortney Grenyion, 03 Jan. 2025 , 10:18am Because the trade-in should’ve covered my phone except for the eight dollars I traded my iPhone 13 and I literally just got that phone so it wasn’t immaculate condition

Ericajoy, 03 Jan. 2025 , 10:18am We'll work on this one by one, Kortney. And I appreciate your cooperation on this. [Read]

Kortney Grenyion, 03 Jan. 2025 , 10:18am No, it was not. I did it on the phone with a representative and I was told since I had an iPhone 13 that it was gonna be like basically covering the phone and I wanted to upgrade from the basic 16 to the 16+ and he told me that the difference would be like seven or eight dollars or whatever it was.

Kortney Grenyion, 03 Jan. 2025 , 10:19am So my device payment should’ve been like $15 $16 for the three phones since I upgraded the boys and it was like four dollars were their lines

Ericajoy, 03 Jan. 2025 , 10:20am First, the trade in devices, have you traded 3 devices for the 3 new iPhones? [Read]

Kortney Grenyion, 03 Jan. 2025 , 10:21am No, the boys found the two regular 15s that was part of a promotion so they didn’t have to trade in. My Line was the only one that needs to be traded in

Ericajoy, 03 Jan. 2025 , 10:23am I'll provide some details here then you can ask questions afterwards so that we can address them all, would that be fine? [Read]

Kortney Grenyion, 03 Jan. 2025 , 10:23am That’s fine

Ericajoy, 03 Jan. 2025 , 10:25am I appreciate your understanding, Kortney. The line 9044 is receiving $26.25 monthly credit for the iPhone 15 and same with the line 9191 for the iPhone 15 also. As part of the promotion Apple: $630 off with New Voice Line and Port-In.

The line 9066 has no promotion attached to it, that's why I see a charge of $41.67. [Read]

Kortney Grenyion, 03 Jan. 2025 , 10:26am I was told it was basically the cost of the phone minus the 7.00 and change for the 9066 I traded in my phone and you guys received it,

Ericajoy, 03 Jan. 2025 , 10:27am Yes, I have confirmed that the devices were received here, Kortney. [Read]

Kortney Grenyion, 03 Jan. 2025 , 10:28am That is correct it was a trade in promotion for the iPhone 16

Kortney Grenyion, 03 Jan. 2025 , 10:29am I did not agree to paying in full for it there should have been monthly credits applied and my difference for all the lines should have been around 15-16.00

Kortney Grenyion, 03 Jan. 2025 , 10:29am And I know the calls are recorded and you guys can pull the conversation

Ericajoy, 03 Jan. 2025 , 10:30am Rest assured that there is applied promotional credits for 2 of the devices which is $26.25. That is the distribution of the $630 promotion that was applied on the lines. [Read]

Kortney Grenyion, 03 Jan. 2025 , 10:30am There needs to be a monthly credits applied to 9066

Kortney Grenyion, 03 Jan. 2025 , 10:31am That’s where the issue is

Ericajoy, 03 Jan. 2025 , 10:31am Yes, that's what I am about to ask. All of the 3 devices should receive the promotional credit correct? [Read]

Kortney Grenyion, 03 Jan. 2025 , 10:31am How much of a credit is for each line

Kortney Grenyion, 03 Jan. 2025 , 10:32am Because I should only be paying 4.00 and change for the 9044 and 9191 each and 7.00 and change for the 9066 monthly after credits

Kortney Grenyion, 03 Jan. 2025 , 10:32am That is what was agreed upon

Kortney Grenyion, 03 Jan. 2025 , 10:32am And the phone I traded in qualified for the 800and something

Kortney Grenyion, 03 Jan. 2025 , 10:33am And the was no damage to that phone

Ericajoy, 03 Jan. 2025 , 10:33am Currently, there is a credit applied for the 2 lines amounting to $26.25. [Read]

Kortney Grenyion, 03 Jan. 2025 , 10:33am That’s not correct

Ericajoy, 03 Jan. 2025 , 10:33am And each payment for the line is $4.17. [Read]

Kortney Grenyion, 03 Jan. 2025 , 10:34am My line 9066 was not included

Kortney Grenyion, 03 Jan. 2025 , 10:34am I should be Pauling 7 and change for that line since I didn’t do the basic 16 and upgraded to the plus

Ericajoy, 03 Jan. 2025 , 10:34am Yes, that's what we are trying to solve right now, Kortney. [Read]

Ericajoy, 03 Jan. 2025 , 10:35am So the credit that has been applied and the monthly charges is all set for line 9044 and line 9191? [Read]

Kortney Grenyion, 03 Jan. 2025 , 10:35am Ok jut making sure we r on the same page

Kortney Grenyion, 03 Jan. 2025 , 10:35am Yes

Ericajoy, 03 Jan. 2025 , 10:35am Yup! Thanks for checking with me that we are on the same page. [Read]

Kortney Grenyion, 03 Jan. 2025 , 10:35am Ok

Ericajoy, 03 Jan. 2025 , 10:36am I appreciate you confirming, Kortney. Let's move to the line 9066. I see here that there is 18 month payments left only. Does this line should have a promotional credit also? [Read]

Kortney Grenyion, 03 Jan. 2025 , 10:38am Yes so the credit that was added to the bill should not have been an upfront credit that should be going towards the device monthly , I was quoted a 16-17 device payment all together. The reason for this is when I swapped from Verizon I was trying to lower bills not add to it because this is higher as it stands

Ericajoy, 03 Jan. 2025 , 10:40am Thank you so much for the cooperation, Kortney. What we will be working right now is the $235 distribution of the credit for the line 9066, correct? [Read]

Kortney Grenyion, 03 Jan. 2025 , 10:41am If that is what’s making the differnce the device payment I was quoted was 7something for the upgrade since I didn’t do the regular 16

Ericajoy, 03 Jan. 2025 , 10:44am Yup! I am further reviewing some details here, Kortney. Please allow me some time. [Read]

Kortney Grenyion, 03 Jan. 2025 , 10:44am Ok

Ericajoy, 03 Jan. 2025 , 10:47am Thanks for hanging in there with me! I’m just taking a moment to check on this for you, and I want to make sure I get it right. [Read]

Kortney Grenyion, 03 Jan. 2025 , 10:48am Ok

Ericajoy, 03 Jan. 2025 , 10:52am I appreciate your patience! [Read]

Kortney Grenyion, 03 Jan. 2025 , 10:52am Absolutely

Ericajoy, 03 Jan. 2025 , 10:55am Just to confirm, there is a promotion applied before on the line 9066, it is removed due to a device issue. [Read]

[Privately] Markemerson, 03 Jan. 2025 , 10:55am Line 9124399066's P883 promotion became inactive because of a trade-in issue. The monthly credit is $24.80 so total is $595. With the $235 credit the promo offer is $830.

We'll have to identify what caused the promotion to stop and re-enroll if the trade-in is completed smoothly. [Sent]

Ericajoy, 03 Jan. 2025 , 10:57am The $235 credit is applied to lessen the total months for the device payment for this line. May I know if you have questions on this one? [Read]

Kortney Grenyion, 03 Jan. 2025 , 10:57am No it should have never been removed long store short I was told I got the 8 hundred and what ever dollars for the line. Who ever put the promotion in gave me an upfront credit of what ever the small credit was for and they told me with that mistake my bill would be around 170 which is still not the case , I told them I didn’t want that little bit of money upfront and would rather pay my bill

Kortney Grenyion, 03 Jan. 2025 , 10:58am But no it seems there is no credit at all because it sounds like the difference is missing

Kortney Grenyion, 03 Jan. 2025 , 10:58am To make the 8 something g

Ericajoy, 03 Jan. 2025 , 10:58am That's what I'm confirming. Thanks, Kortney. we will be checking the reason why the promotion was removed on the line. [Read]

Kortney Grenyion, 03 Jan. 2025 , 10:59am Yes the 235 was the exchange for the 6 months off the end of the phone life so the rest of the credit is missing

Kortney Grenyion, 03 Jan. 2025 , 10:59am And the 235 wasn’t taken off as we discussed I. My last conversation to get this fixed

Kortney Grenyion, 03 Jan. 2025 , 11:00am So it sounds like the removed the promotion instead of removing the 235

[Privately] Markemerson, 03 Jan. 2025 , 11:00am Make sure you explain that the total credit line 9066 is expected to receive is $830 which consists of the $235 trade-in credit and the remaining $595 to be distributed as monthly credits of $24.80. [Sent]

Kortney Grenyion, 03 Jan. 2025 , 11:02am Since you said it’s showing the 18 months

Ericajoy, 03 Jan. 2025 , 11:03am I appreciate all the details you're sharing with me. It really helps. I have checked here the promotion that you are referring to and it is the $830 promotion, the $235 trade-in credit is a part of it and the remaining $595 is to be distributed as monthly credits of $24.80. [Read]

Kortney Grenyion, 03 Jan. 2025 , 11:04am Ok so what should my bill be with that

Ericajoy, 03 Jan. 2025 , 11:06am If the promotion is reapplied, here's an estimate of how the bill would look like:

Plan $146
line 9044 $4.17
line 9066 $16.66
line 9191 4.17

Total $171

May I know if you have questions with the charges? [Read]

Kortney Grenyion, 03 Jan. 2025 , 11:06am No that was the worse case scenario number me and the last rep discussed

Kortney Grenyion, 03 Jan. 2025 , 11:07am It’s not the original number but the compromise was the 6 month early payout

Ericajoy, 03 Jan. 2025 , 11:10am The $235 credit covers the 6 months payment for the installment for the device in 9066. [Read]

Kortney Grenyion, 03 Jan. 2025 , 11:10am Yes

[Privately] Markemerson, 03 Jan. 2025 , 11:11am Please be advised that re-enrollment request to reinstate line 9066's promotion has been submitted. Check the memos. [Sent]

Kortney Grenyion, 03 Jan. 2025 , 11:11am So what’s missing is the 595 device monthly credit

Ericajoy, 03 Jan. 2025 , 11:11am That's why currently, the total months of payment left is 18 for this line unlike the other lines which is still 23 months payment left. [Read]

Kortney Grenyion, 03 Jan. 2025 , 11:12am Correct , so the line is missing the monthly device credit that totals the 595 correct

Ericajoy, 03 Jan. 2025 , 11:13am Yup! There is still $595 credits. [Read]

Ericajoy, 03 Jan. 2025 , 11:14am For this, I have worked this to my support and they already submitted for the manual enrollment request to reapply the promotion back on the line 9066. [Read]

Kortney Grenyion, 03 Jan. 2025 , 11:14am Ok I’m lost in the beginning of our conversation my line was 40 something dollars and the new quote with the credit reapplied was 16.66

Kortney Grenyion, 03 Jan. 2025 , 11:14am So doesn’t that need to be reapplied

Ericajoy, 03 Jan. 2025 , 11:17am Currently, the $41.67 is the regular charges on the line 9066. [Read]

Ericajoy, 03 Jan. 2025 , 11:18am If the promotion was reapplied, it will be adjusted since it will be receiving a monthly credit of $24.80 and the new total will be $16.66. Was I able to clarify this one for you? [Read]

Kortney Grenyion, 03 Jan. 2025 , 11:18am Yes so how does this get reapplied

Kortney Grenyion, 03 Jan. 2025 , 11:19am It’s kind of annoying that is was removed to begin with

Ericajoy, 03 Jan. 2025 , 11:20am I understand your frustration, Kortney. [Read]

Ericajoy, 03 Jan. 2025 , 11:21am No worries! We got you covered here! My support already submitted a manual enrollment so on the next bill and moving forward, you will be receiving the monthly credit of $24.80. May I know if you have further questions on this? [Read]

Kortney Grenyion, 03 Jan. 2025 , 11:22am No you have been great thank you for your help. I know it’s not your fault there has just been so much time invested in this issue and as a new customer it’s the first impression

Ericajoy, 03 Jan. 2025 , 11:23am I hope I’ve expressed my sincere commitment to helping you with this matter. [Read]

Kortney Grenyion, 03 Jan. 2025 , 11:23am But as I said you have been great thank you for your time

Ericajoy, 03 Jan. 2025 , 11:24am I appreciate your kind understanding and cooperation that's why we are able to work on this together, Kortney. Aside from this, do you have anything else for me? [Read]

Kortney Grenyion, 03 Jan. 2025 , 11:24am No you have been great I will call customer service tomorrow I am experiencing some service interruptions due to the service

Ericajoy, 03 Jan. 2025 , 11:25am Okie dokie! Thank you for letting us assist you today! So glad we we're able to help you with checking your bill, explaining the charges, and working on applying a manual enrollment for the line 9066. [Read]

Ericajoy, 03 Jan. 2025 , 11:25am We can check that here! May I know what is happening? [Read]

Kortney Grenyion, 03 Jan. 2025 , 11:26am So at home I have calls dropping and my phone doesn’t even work when i go in my moms neighborhood and in that surrounding area which is absbout 5 minutes from
Here

Ericajoy, 03 Jan. 2025 , 11:26am Oh, that sounds like an issue. Just to confirm, this is happening on your device iPhone 16 Pro? [Read]

Kortney Grenyion, 03 Jan. 2025 , 11:28am It’s all lines

Kortney Grenyion, 03 Jan. 2025 , 11:28am I can talk to support about it

Kortney Grenyion, 03 Jan. 2025 , 11:30am I was literally sitting on hold and just got on with someone

Ericajoy, 03 Jan. 2025 , 11:30am I respect your preference, Kortney. If you'd like we can connect tomorrow and we can check on this dropped calls? [Read]

Kortney Grenyion, 03 Jan. 2025 , 11:32am You have been great I know it’s harder to trouble shoot on chat

Ericajoy, 03 Jan. 2025 , 11:33am Yes, we may have limited resources but I can try to exhaust all it here! It's just that I'm uncomfortable to let you go on your day with an unresolved concern. [Read]

Ericajoy, 03 Jan. 2025 , 11:35am Shall we try some basic troubleshooting here? [Sent]

Ericajoy, 03 Jan. 2025 , 11:45am Seems like we're all set for now, Kortney. For easier access for all your lines and devices you have on your T-Mobile account, you can download our new T-Life app! [Sent]

Ericajoy, 03 Jan. 2025 , 11:48am For future reference, To view your bill on the app, please refer these steps:

Ericajoy, 03 Jan. 2025 , 11:50am I wish you would appreciate our genuine efforts to help you and you would remember me and T-Mobile for this sweet experience.

Once again, this is Erica from T-Mobile. Thank you so much for being so nice! Have a great rest of your day, Kortney! [Sent]