Identity Verification
Hello everyone! I applied for service a month ago and was told they couldn’t verify my identity. I went to the store and even showed them the letter and they all looked confused. I don’t know how or who to talk to about this issue. Can anyone give me some insight? Thanks! Below is what the letter said Thank you for visiting T-Mobile® or a national retailer and requesting T-Mobile-compatible devices and/or T-Mobile service. To complete your application, we need to perform further identity verification. The following information is needed to make a decision on your application: • Govt Photo ID Card • SSN Card (except in states where prohibited) To complete this verification, please bring these documents to your nearest T-Mobile retail store. To find your closest store go to www.t-mobile.com/store-locator.html. We need to receive the above documentation within 30 days of the date of this letter. If we do not receive the documentation by that date, you may be required to reapply. If you did not apply for T-Mobile-compatible devices and/or T-Mobile service and are receiving this letter, please contact T-Mobile at 1-877-453-1304.
Cannot urder/upgrade Phones
Ever since the new iPhone came out about two months ago, I have been trying to trade in/upgrade/Jump both my phone and my wife’s phone, both lines are in my account. I tried to do it on the T-Mobile app on my iPhone and it would go all the way up to checkout, then right after I entered my payment information and hit checkout it would give me an error, I also tried it on an android tablet on the T-Mobile app and had the same problem. I tried it on my computer on different browsers on the T-Mobile website and it said something about cannot be completed or submitted because something about protecting T-Mobile customers identity, I went to three different stores over the course of the last month and a half and I get the same problem some of them even showed me message on their screen saying that the order cannot be authorized because customer information or something like that, i have triad 5 different debit and credit cards and the same. Has anybody gone through this or knos how to solve it??? Thanks