Tmobile refill cannot be used for post paid??

tanmizi

    I have Tmobile refill cards but the cards cannot be used for my account.   The cards do not show that they are only for prepaid.  I called Tmobile twice, they cannot help.  Tmobile should have written on its refill cards clearly.  $200 down the drain

      All replies

      • tmo_marissa

        Hey tanmizi!  I'm so sorry you haven't had luck contacting us so far - I hate that you've already put effort into this without getting it resolved.  I assure you there is an escalation process for this exact situation - this misunderstanding based on the packaging can happen, so once in the lifetime of any account we're able to accept the refill cards and void the balances, then apply an adjustment to your postpaid balance in the same amount.

         

        Unfortunately, since the Support Community is a user forum, we can't complete this process for you ourselves.  I'm confident that if you reach out to our stellar T-Force team via FB or Twitter regarding this matter we can make it right for you.  Once you've messaged them and verified your account, you can link to this thread so they can see the process I'm mentioning!  Please let us know how this works out for you.

         

        - Marissa

          • magenta3842488

            I have contacted tmobile and both prepaid and post paid services ans there telling me that this is incorrect and there is no way to get this problem fixed for me. I was in the hospital and my husband purchased theae to avoid defaulting onour account.  Please help.

              • tmo_marissa

                I'm so sorry to read about your hospital stay! It was super nice of your husband to try to manage this for you -- and I'm sure that the last thing you need is to worry about your cell phone bill when you should be healing.

                I double checked internally to make 100% sure this policy hasn't changed, and I promise you, it has not. It is an escalation process though, so it's possible that not all teams will be able to fix the issue. If you reach out to our T-Force team on Twitter or Facebook, and let them know the trouble and reference our internal DOC #415286, then we should be able to see exactly the steps that need to be followed to take care of this. <3

                I'm sorry for any struggle you've had trying to reach out for assistance so far! Please keep me posted on how this goes.

            • dannyv

              Re: Tmobile refill cannot be used for post paid??

              I am unable to find a way to contact t-mobile to do the conversion.

                • tmo_marissa

                  Hey there! To get some assistance with this, you'll want to work with an internal team that has account access. If you take a peek at our Contact Us page, I'd recommend reaching out to our Care team (the easiest way is by dialing 611 on your T-Mobile phone) or T-Force folks (social media support on FB or Twitter) so we can take a look at your account and help out. Please reference the document number noted above, or if you're working with T-Force, you can simply link to this post! Thank you!