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24c58406-c6e6-45a6-b7b0-736325b870f8 N/A, 14 Oct. 2024 , 08:18pm Welcome Autumn! [Sent] Autumn Hickey, 14 Oct. 2024 , 08:18pm Hello T-Mobile, 14 Oct. 2024 , 08:18pm Hi there! You’re now chatting with T-Mobile’s Virtual Assistant on a transcribed line. Learn more at t-mo.co/privacy [Read] T-Mobile, 14 Oct. 2024 , 08:18pm One moment [Read] T-Mobile, 14 Oct. 2024 , 08:18pm Thanks! A live representative will be with you shortly. [Read] Autumn Hickey, 14 Oct. 2024 , 08:18pm Ok Autumn Hickey, 14 Oct. 2024 , 08:26pm ??? T-Mobile AutoMessage, 14 Oct. 2024 , 08:34pm 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. [Read] Autumn Hickey, 14 Oct. 2024 , 08:34pm Yes T-Mobile AutoMessage, 14 Oct. 2024 , 08:34pm Got it. Thanks for your patience during our high wait times. We'll connect you to a representative as soon as possible. [Sent] Marjorie, 14 Oct. 2024 , 08:46pm Hi, Autumn! This is Marj from T-Mobile, thank you for reaching out to us today! We appreciate your patience in being connected with us here in Messaging. May I kindly know how we can help? [Read] Autumn Hickey, 14 Oct. 2024 , 08:47pm I am highly disappointed with T-Mobile right now and no one is helping me out I feel beyond scammed with this company with everything that has happened since I joined Autumn Hickey, 14 Oct. 2024 , 08:48pm The dude added trackers to my account that I never even wanted and he put me on a business account that I never wanted to be on and I think it officially got transferred back to a personal account finally Autumn Hickey, 14 Oct. 2024 , 08:48pm And he was supposed to have cards texted to us with money on them to be able to pay my phones off through Verizon but I haven't even gotten them yet and it's been a month Marjorie, 14 Oct. 2024 , 08:51pm Oh, no. We're so sorry to hear about this, Autumn. This is not the experience we want you to have here in T-Mobile. [Read] Autumn Hickey, 14 Oct. 2024 , 08:52pm I know Marjorie, 14 Oct. 2024 , 08:52pm The trackers that you mentioned, they were activated via store without your permission? [Read] Autumn Hickey, 14 Oct. 2024 , 08:53pm He added them to the plan and I didn't know until they came in the mail I couldn't access my account for a couple weeks because he messed it up and that's when I realized that the trackers where on there Marjorie, 14 Oct. 2024 , 08:58pm We appreciate you bringing this up with us, Autumn. I want to ensure I give you the most accurate information. Can I take a moment like 3-5mins to double-check a few details here in our end? [Read] Autumn Hickey, 14 Oct. 2024 , 08:58pm Ok [Privately] Markchristian, 14 Oct. 2024 , 08:59pm Review the order about the sync up tracker line. confirm to the customer if they also received the device for it. [Sent] Marjorie, 14 Oct. 2024 , 09:00pm To be sure, may we know if you received the tracker devices, correct? [Read] Autumn Hickey, 14 Oct. 2024 , 09:00pm Yes Marjorie, 14 Oct. 2024 , 09:07pm Thanks for confirming, Autumn. We're almost done checking here. We appreciate your patience [Read] Marjorie, 14 Oct. 2024 , 09:08pm And you returned the trackers right away, by any chance? [Read] Autumn Hickey, 14 Oct. 2024 , 09:09pm No because no one has answered me on what to do Marjorie, 14 Oct. 2024 , 09:14pm I appreciate your honesty. [Read] Autumn Hickey, 14 Oct. 2024 , 09:15pm You're welcome? Marjorie, 14 Oct. 2024 , 09:18pm Hi there, Autumn. Thanks for the patience and we tried generating the return label for you, somehow due to this was instore purchase, it needs to be return via store then what we can do here is cover the charge for you. Actually, you are just being just for only $2.00 for it. And we will also cancel the line as future dated to avoid prorated charge, it would reflect on your close date 13th of the month [Read] Marjorie, 14 Oct. 2024 , 09:18pm Please let us know if you have any questions or clarifications. Thank you [Read] Autumn Hickey, 14 Oct. 2024 , 09:19pm So I need to return the trackers to a store and they'll be removed from my account? Marjorie, 14 Oct. 2024 , 09:21pm Good question, Autumn. [Read] Marjorie, 14 Oct. 2024 , 09:22pm To be sure, and for you to be aware, that once this deal is off, which is only costing you $2.00/monthly, next time that you might add the trackers, it would be $10.00/monthly cost. May we know your decision about the tracker line, Autumn? [Read] Autumn Hickey, 14 Oct. 2024 , 09:24pm Yes I want them removed I don't need trackers she never once asked for them Autumn Hickey, 14 Oct. 2024 , 09:24pm And never* Marjorie, 14 Oct. 2024 , 09:27pm You got it, Autumn. We totally respect your decision here and thank you for letting us know about this concern. I am now processing setting up the cancellation for the tracker line, as well as the $2.00 adjustment credit for the line charge, and rest assured it won't reflect on your next bill cycle. [Read] Autumn Hickey, 14 Oct. 2024 , 09:28pm It sounds be three trackers that's how many I got sent Autumn Hickey, 14 Oct. 2024 , 09:28pm Should be three* Marjorie, 14 Oct. 2024 , 09:31pm Oh, thank you for that clarification [Read] Autumn Hickey, 14 Oct. 2024 , 09:31pm You're welcome Marjorie, 14 Oct. 2024 , 09:33pm What I will do is cover the three charges: $2.00+$2.00+$4.00 = $8.00 adjustment credit towards your bill and then set up their cancellation. Rest assured this is the last time you will see them active on your account, Autumn [Read] Autumn Hickey, 14 Oct. 2024 , 09:33pm Thank you Marjorie, 14 Oct. 2024 , 09:37pm I should be the one thanking you for being so understanding and easy to work with, Autum. You're very welcome. I hope that this issue won't affect your great experience with T-Mobile [Read] Marjorie, 14 Oct. 2024 , 09:38pm Just for a recap you contacted us today regarding your trackers concern not authorized order via our store. You just need to return the devices to us May I please know if we are able to take care of your reasons for reaching out today completely? I just don't want to miss any [Read] Autumn Hickey, 14 Oct. 2024 , 09:39pm I was also asking about the cards you get when you switch over the guy said I should've gotten them by now but he is ignoring me about where they are I think he said I'm supposed to get 3 $800 ones and one $200 one I can't remember exactly Marjorie, 14 Oct. 2024 , 09:44pm Oh, thank you for letting us know that, Autumn. Yes, we do have switcher programs, we just need to know the details to double check this for you. [Read] Autumn Hickey, 14 Oct. 2024 , 09:44pm Okay Marjorie, 14 Oct. 2024 , 09:44pm May we know your previous carrier, please? [Read] Autumn Hickey, 14 Oct. 2024 , 09:44pm Verizon Marjorie, 14 Oct. 2024 , 09:48pm Thanks for confirming. I want to make sure I provide you with the most accurate information possible. Can I take a moment to look into that and get back to you shortly? [Read] Autumn Hickey, 14 Oct. 2024 , 09:49pm Ok thank you Marjorie, 14 Oct. 2024 , 09:51pm I appreciate it, Autumn. May we kindly ask how many Verizon numbers did you ported in here in T-Mobile to be on the same page? [Read] Autumn Hickey, 14 Oct. 2024 , 09:51pm Two phones and an iPad Marjorie, 14 Oct. 2024 , 09:58pm Thank you for confirming that, Autumn! We're almost done checking here for you. We appreciate your patience [Read] Autumn Hickey, 14 Oct. 2024 , 09:58pm You're welcome Marjorie, 14 Oct. 2024 , 10:03pm As per checking, Autumn, you had a recent equipment installment plan here with us and costing you $0.00 which is on the line 2888 Galaxy S24 Onyx Black 128GB. Thanks for getting our limited offer! [Read] Autumn Hickey, 14 Oct. 2024 , 10:03pm Yes that was for the free third kind Autumn Hickey, 14 Oct. 2024 , 10:04pm Lime Autumn Hickey, 14 Oct. 2024 , 10:04pm Line* Marjorie, 14 Oct. 2024 , 10:10pm Thank you for your patience! As per checking here you haven't submitted any rebate for keep & switch program. No worries, all you need is submit for reimbursement at [promotions.t-mobile.com](https://tmobileusa.sharepoint.com/sites/FrontlineExperienceTeam/Shared%20Documents/General/Offers%20&%20Promotions%20Team/7%20-%20Team%20Documents/Alyssia%20Tillinghast/Switcher%20Program%20C2%20Pages/promotions.t-mobile.com) You can receive a Virtual Prepaid Mastercard for device payment plan reimbursement for up to $800 per line (max of 4 lines per account) [Read] Marjorie, 14 Oct. 2024 , 10:10pm Oh, it says here, you must be in good standing (not past due) at time of submission processing. [Read] Autumn Hickey, 14 Oct. 2024 , 10:10pm The dude said he already put one through Autumn Hickey, 14 Oct. 2024 , 10:10pm Did the dude not submit one for me? Marjorie, 14 Oct. 2024 , 10:13pm Thank you! Actually, once there's a submission, it will reflect within 24-48 hours estimated to our rebate website and it will be tagged as pending. Reimbursement process can take up to 15 days from date of reimbursement submission. [Read] Autumn Hickey, 14 Oct. 2024 , 10:14pm So there was never one submitted? Marjorie, 14 Oct. 2024 , 10:16pm I've double checked this for you and since the activation is 10/04, it should be a submission listed or showing in our rebate site. No worries! To extend our help, we will manually submit it for you. [Read] Autumn Hickey, 14 Oct. 2024 , 10:16pm Ok? [Privately] Markchristian, 14 Oct. 2024 , 10:16pm If customer can provide their details from previous carrier, we can have it manually submitted on behalf of customer. [Sent] Marjorie, 14 Oct. 2024 , 10:18pm Yes, Autumn. Unfortunately, the previous representative's submission did not reflect. Good thing you reach out to us today since this is the 30th day of activation of your port-in number from Verizon. We can submit it manually for you, we just need to know these details: - Other Carrier Number - Transfer PIN - Account number (from other carrier) [Read] Marjorie, 14 Oct. 2024 , 10:18pm By any chance, would you be able to provide it today, Autumn? [Read] Autumn Hickey, 14 Oct. 2024 , 10:18pm Idk how to get any of that [Privately] Markchristian, 14 Oct. 2024 , 10:20pm Port in was already completed previously, the details we need now is for the keep and switch submission. [Sent] Marjorie, 14 Oct. 2024 , 10:24pm That won't be a problem. Here's on how to be eligible for a manual submission for your rebate under the Keep and Switch program, please ensure you submit the following: Full Original Bill: Provide a complete, unmodified bill from your previous carrier. This bill should include all necessary details such as the device payment balance and proof of good standing for at least 90 days. [Read] Marjorie, 14 Oct. 2024 , 10:24pm Would you be able to send it here, by any chance, Autumn? [Read] Autumn Hickey, 14 Oct. 2024 , 10:27pm Yes give me a second I'm driving Marjorie, 14 Oct. 2024 , 10:27pm That's awesome! Sure thing. Take your time, alright? I am just right here waiting for your update to make sure everything is taken care of for you today. [Read] Autumn Hickey, 14 Oct. 2024 , 10:37pm So you want the Verizon bill right with all the phones on it? Marjorie, 14 Oct. 2024 , 10:38pm Good question! Yes, that's correct. It needs to show the detailed information to avoid complication with the submission and we don't want that to happen [Read] Autumn Hickey, 14 Oct. 2024 , 10:39pm Okay hold on please Marjorie, 14 Oct. 2024 , 10:41pm Of course! I’m here whenever you’re ready, okay? Take all the time you need, Autumn [Read] Autumn Hickey, 14 Oct. 2024 , 10:49pm [Image] Autumn Hickey, 14 Oct. 2024 , 10:49pm [Image] Autumn Hickey, 14 Oct. 2024 , 10:49pm [Image] Marjorie, 14 Oct. 2024 , 10:51pm Thank you so much for your efforts in sending the full original bill from your previous carrier. Somehow, it is blurred when viewing it here. [Read] Marjorie, 14 Oct. 2024 , 10:51pm By any chance, would you be able to send a PDF file format? [Read] [Privately] Markchristian, 14 Oct. 2024 , 10:51pm ask to see if they can send clearer file. And we also need these information -Mobile number -Device payment plan details (phone model, financing start date, remaining number of installments, remaining balance) [Sent] Marjorie, 14 Oct. 2024 , 10:54pm Here's the full details on how to submit it manually for your rebate under keep & switch program. Manual submission requirements: - Kindy submit a full original bill, not a modified or partial bill that was from your previous carrier (Verizon) - Mobile number - Device payment plan details (phone model, financing start date, remaining number of installments, remaining balance) - Email Address - Billing Address [Read] Autumn Hickey, 14 Oct. 2024 , 10:56pm Okay hold on Marjorie, 14 Oct. 2024 , 10:57pm Absolutely. We'll stay here for you. No worries [Read] Autumn Hickey, 14 Oct. 2024 , 11:00pm [File] Marjorie, 14 Oct. 2024 , 11:04pm Thank you for sending the PDF file, Autumn! It is now crystal clear to view! And to be sure, the 3 devices are iPhad 9th gen, S24 Ultra, and iPhone 15 Plus from Verizon, correct? [Read] Marjorie, 14 Oct. 2024 , 11:05pm rather iPad 9th gen, S24 Ultra, and iPhone 15 Plus from Verizon [Read] Autumn Hickey, 14 Oct. 2024 , 11:05pm Yes Marjorie, 14 Oct. 2024 , 11:06pm Perfect! And we haven't seen your email address. Can you provide it here in chat as well, please? [Read] Autumn Hickey, 14 Oct. 2024 , 11:07pm My email for T-Mobile or Verizon? Marjorie, 14 Oct. 2024 , 11:08pm Thanks for the question. Any email address that we can use for update, reference purposes [Read] Autumn Hickey, 14 Oct. 2024 , 11:09pm XXX@yahoo.com Marjorie, 14 Oct. 2024 , 11:12pm Thanks for sending your email address, Autumn. Rest assured it is being processed now and it will reflect on the rebate T-Mobile site as soon as possible and it will show as pending Here's the helpful link on how to see the rebate status estimated 24-48 hours it will reflect: [https://promotions.t-mobile.com/](https://promotions.t-mobile.com/) [Read] Marjorie, 14 Oct. 2024 , 11:13pm We kindly ask for your patience for this as the process can take up to 15 days from date of reimbursement submission. If you have any other questions or need more help with your account, just let me know. I’m here for you! [Read] Autumn Hickey, 14 Oct. 2024 , 11:14pm Is there anyway you can get my account switched back a personal one too? Autumn Hickey, 14 Oct. 2024 , 11:14pm I can't pay my bill or look at it or anything on this app I have to go into the business website to do everything Marjorie, 14 Oct. 2024 , 11:17pm Thank you for letting us know your question about your account type, Autumn. As per checking here, you are not under business account and rest assured on your next bill statement, it will show the bill format for our regular postpaid customers in your end [Read] Marjorie, 14 Oct. 2024 , 11:19pm You were under Business rate plan, that was why your 1st bill showed the business format bill statement. We can guarantee, moving forward you will see the normal bill statement and it will be almost similar to your PDF you sent here in chat. If there's anything that I might have missed or if you have questions, please do let me know. Thanks [Read] Autumn Hickey, 14 Oct. 2024 , 11:19pm So after this bill I should be able to just pay my bill on the app right? Marjorie, 14 Oct. 2024 , 11:22pm Yes, that's correct, Autumn. We can send the self-service option on how to pay your bill using the App, website to lessen your effort: Pay Your Bill: For future reference using the app, here's the steps on how to make a payment: 1. Open the app. If you don't have it, download it now. 2. Tap BILL. 3. Scroll to and tap Make a payment. 4. Select the amount to pay, the date to make the payment on, and the payment method. [Ways to pay your T-Mobile bill](https://www.t-mobile.com/support/account/pay-your-bill) [Read] Marjorie, 14 Oct. 2024 , 11:22pm If you have any other questions or need further assistance, please don't hesitate to ask. Thank you so much! [Read] Autumn Hickey, 14 Oct. 2024 , 11:22pm Okay thank you so much Marjorie, 14 Oct. 2024 , 11:23pm You are always welcome! We're here to ensure you get an excellent experience here in T-Mobile! May I please know if there's anything else that we can help you out with, specifically on your bill, account or services? [Read] Autumn Hickey, 14 Oct. 2024 , 11:25pm That's all for right now thank you so much Marjorie, 14 Oct. 2024 , 11:26pm I appreciate your precious time here that you've spent with us today, Autumn. Rest assured it was successfully submitted and here's your reference: Tracking ID: KBVN-6662-3202 [Read] Marjorie, 14 Oct. 2024 , 11:26pm For updates on our offers, promotions, and to find a T-Mobile store with the device you want in stock, check out these helpful links below. • [https://www.t-mobile.com/offers/t-mobile-tuesdays](https://www.t-mobile.com/offers/t-mobile-tuesdays) • [https://www.t-mobile.com/cell-phones/deals/special-offer](https://www.t-mobile.com/cell-phones/deals/special-offer) • [https://www.t-mobile.com/stores/locator/](https://www.t-mobile.com/stores/locator/) Should this be all, I want to thank you again for always choosing us! We appreciate you for being a part of our T-Mobile family. This is Marj, your dedicated representative today, I hope you have a great day ahead of you, and always take care! [Read] Autumn Hickey, 14 Oct. 2024 , 11:26pm Wait before you go it's not letting me log into the business account to pay my bill Marjorie, 14 Oct. 2024 , 11:27pm Oh, thank you for letting us know that. One moment [Read] Marjorie, 14 Oct. 2024 , 11:30pm Your account type is switching to the regular postpaid account instead of business account. Since we will be needing to do a basic troubleshooting, I just want to set expectations that I might be asking some questions so it will lead us to the right steps on how to fix it. If the steps didn't work, you don't have to worry! I can definitely get you one of our technical experts over the phone to help you out. Would that be fine with you? [Read] Autumn Hickey, 14 Oct. 2024 , 11:30pm Yes that's ok Marjorie, 14 Oct. 2024 , 11:31pm Thank you for that permission, Autumn. First, may we know if your password does not begin with a pound (#) sign? [Read] Autumn Hickey, 14 Oct. 2024 , 11:31pm It doesn't start with a pound sign Marjorie, 14 Oct. 2024 , 11:32pm Noted that! When logging in with a phone number using the T-Mobile App/Website, can we know if you are entering numbers only then your PIN/Passcode, then it won't let you to log in, correct? [Read] Autumn Hickey, 14 Oct. 2024 , 11:33pm It won't let me use my passcode or username it says it's all wrong Marjorie, 14 Oct. 2024 , 11:36pm Thank you for that update, Autumn. [Read] Marjorie, 14 Oct. 2024 , 11:36pm Looks like we've exhausted all the basic troubleshooting steps available here in Messaging, and I really want this issue to be straightened out as soon as possible. No worries, we have our Technical Care team who can further assist you with Advanced Troubleshooting steps over the phone. Can I please know your best call number and connect to them right now? [Read] Autumn Hickey, 14 Oct. 2024 , 11:36pm I can't talk on the phone right now I'm at work and I work in construction Marjorie, 14 Oct. 2024 , 11:40pm Oh, I appreciate letting us know your current situation and place. No worries, here's our Customer Care number that you can dial at 1-800-937-8997 then request that you need a Tech Expert. Would you be able to dial them after work perhaps? [Read] Autumn Hickey, 14 Oct. 2024 , 11:41pm Are they open 24/7? Marjorie, 14 Oct. 2024 , 11:42pm Great question! Our Customer Care over the phone is not available 24/7. According to the latest information, Customer Care representatives are available daily from 4 a.m. to Midnight PT. [Read] Autumn Hickey, 14 Oct. 2024 , 11:43pm Okay so they'll be open still when I get off thank you so much Marjorie, 14 Oct. 2024 , 11:44pm That's a relief! I appreciate that information, Autumn! No worries! We hope for your log in concern to be fixed as soon as possible. Before I let you go, may I please know if we are able to take care of your reasons for reaching out today completely? I just don't want to miss any [Read] Autumn Hickey, 14 Oct. 2024 , 11:44pm Yes I think we got everything covered I'm sorry I came at you with a lot of stuff [Privately] Markchristian, 14 Oct. 2024 , 11:45pm Good job on handling this conversation. Let's make sure to show further improvement on our response time - be consistent with setting expectation if we need to step away to customer in order to perform expert review. Chat ERTA: 2.35 min [Sent] Marjorie, 14 Oct. 2024 , 11:46pm You don't have to! You've been one of the nicest and most patient customers I've had all day! I really appreciate that! Seeing our customers happy is something we cherish, and I always strive to exceed their expectations to ensure that happiness. We won't take much of your time now. Thans Thanks a lot, and bye for now! [Read] Autumn Hickey, 14 Oct. 2024 , 11:46pm Thank you so much have a nice day!
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