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tmo_marissa
T-Mobile Employee
Joined 9 years ago
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Re: Change of responsibility
Oh wow, @mharris02 -- first off, I'm so sorry to read about your loss. Secondly, it stinks to hear that when you're going through what is already a tough time, we may have added to that stress. When we complete a change of responsibility, we are often able to initiate the transfer of an equipment installment plan from its original account to the new account where your phone line has moved. The new account has to be the kind that allows for EIPs and have enough equipment credit available to accept the balance, and the new account holder also needs to complete an e-signature (basically sign the agreement via email) to accept financial responsibility for the remaining balance owned on the phone installment plan. It sounds like you signed for the EIP via email and received a confirmation, so I'm super confused regarding which portion of your transfer wasn't complete! We absolutely want to make sure that we get you answers and make sure that you do feel like you're being taken care of. I'm not sure where the ball was dropped before, but for stellar account support online I highly recommend working with our T-Force team. They're our support teams on Twitter and Facebook, and in those channels we have a secure platform to verify your account. We can take a look at your account, your grandma's account where your line was moved from, and see which plans transferred and figure out what's happening now. Just contact us via Message on Facebook here: https://www.facebook.com/TMobile or via DM on Twitter here: T-Mobile (@TMobile) | Twitter and we'll get to the bottom of this!54Views0likes0CommentsRe: Numbers coming in incorreclty - showing as foreign countries
Whoa, that is odd @magenta1536507! Thanks for providing the additional info! I know we sent marketing messages about our recent changes to the Simple Global country list to many folks, so I don't believe that's related although the timing is super awkward. I am really curious about the fact that your phone is suddenly recognizing numbers you've had stored for ages as international numbers, though. Although it seems the OP is using an iOS as well, we haven't seen a ton of action regarding this in our Community yet. Can you double check the country format in your contacts using these steps: iCloud: Change the country format for iCloud Contacts46Views0likes0CommentsRe: Not receiving verification texts --NOT using DIGITS
Good morning @elvisjay! Just wanted to check back and see if you'd had a chance to reach out to one of our internal support teams over the weekend so that we could check the blocking settings on our side. How are things going for you?14Views0likes0CommentsRe: Numbers coming in incorreclty - showing as foreign countries
Thanks for coming back to let us know what type of phone you're using! Amanda had a few other questions as well if you have a sec to fill us in: Do you have a T-Mobile SIM inserted in the phone? Are you within the US when trying to call the numbers shown? Lastly, when this started a week ago, was this after a software update or did you change any settings? I'll do my best to help get to the bottom of this! Thanks! 😊49Views0likes0CommentsRe: Not receiving verification texts --NOT using DIGITS
Hey there! Just wanted to check back in here and see if you'd had a chance to read over the questions in Chris's last reply. Sorry we missed the call out in your title on the first read! 😥 If you're still having trouble with this, we'd love to know if this started recently or has never worked for you, and if there are other short codes you're not receiving as well. Thank you!14Views0likes0CommentsRe: Shipping Address Changed When Billing Updated
Oh my gosh, @truepath -- I can't imagine what caused this bizarro hybrid address; but I don't believe that addresses can be updated once the order is complete -- this is a security measure that prevents someone from calling and claiming that your package is their package, and having it routed to another address so that they can take possession of your equipment. 😥 Were you able to reach out to our Care or T-Force team over the weekend and getting your order replaced? I definitely agree that an undo button could have gone a long way to help here; we will pass that feedback along!103Views0likes0CommentsRe: Please verify your 10 digit T-Mobile phone number is correct
Hey there! Just wanted to swing by and see if you still needed assistance! Were you looking to reset the PIN for your device, your T-Mobile account, or your online access? We're happy to help if we can, just looking for a little detail! 😊 Thanks!45Views0likes0Comments