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Pterrible's avatar
Pterrible
Roaming Rookie
11 months ago

Unusable Virtual MasterCard

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?!?

  • 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.