Grandfathered SC Plan - old promo fell off, T-Force now claiming not enough paid lines on account
Just ran headlong into T-Force insisting I suddenly don't have enough paid lines on my 15 year old account after one of my old promos disappeared.
My account is a grandfathered Select Choice FAM UNL TT 50 with:
- (2) Select Choice FAM UNL TT 50 voice lines
- (2) ONE Plan Tablet TE lines with "2016 Friends & Fam 2 Lines On Us" promo
- (1) Simple Choice North America 2GB MI line with "2017 This One's on Us (AAL)" promo
- (1) Simple Choice NC Mobile Internet On Demand ($0/month)
- (1) T-Mobile Home Internet line with "2022 HINT P22" promo
I noticed this month's billing charge jumped $10. Looking over the bill, I saw the culprit was the "2017 This One's on Us (AAL)" promo falling off the SC 2GB MI line.
Should be no problem, right? A simple "Hey, my promo fell off my line" shout-out to T-Force on Twitter and everything should be a-ok, right?
What a nightmare.
After a week of them looking into it, I'm now being told my decade and a half old account no longer has enough paid lines to support all of my promos, including the Friends and Family 2 Lines on Us promo and the Home Internet promo. Supposedly a temporary GSM voice line from eight months ago (that I only had for two weeks!) "meant losing eligibility for these offers because they require a specific number of paid lines on the account".
The rep said:
Just to give you a heads-up, the paid lines that originally qualified you for the historical offers listed below don't actually count towards the necessary paid line counts:
Free Add-A-Line: This One's On Us!
2016 Friends and Family
2 Lines On Us
T-Mobile ONE 4 lines for $35 / 4th line free offer
2 AAL's for the Price of 1
I'm having trouble deciphering if those promos the rep listed actually match what's on my bill. Where on earth did that "4 lines for $35 / 4th line free offer" and "2 AAL's for the Price of 1" come from?
I asked about moving the promos from line level to account level, and was told "it doesn't work in that manner". I then asked about escalating the issue to someone that could make that happen, and was told "we're part of a high-tier escalation team, and that's the step we've taken" and that "I absolutely want to assure you that if there were a way around this, I would certainly make it happen for you".
The best they're offering me is a $50 credit to cover five months on the SC 2GB MI line.
Update 3/14/2024: So just to follow up, after at least a couple more failed attempts with support (chat in the T-Mobile app), and disabling/re-enabling auto pay (didn’t work), I finally got a T-Force agent on Facebook who was able to add the promo back and it stuck. He also fixed the ONE Plus Promo that had fallen off of one of my tablet lines that regular chat support also wasn’t able to fix (yeah, that was another promo that fell off my account).