Hey there! First, let me welcome you to T-Mobile and to our Support Community! Thanks for bringing your lines here; we definitely want to help you get reimbursed for your device payment plan!
I know that the Carrier Freedom team are the best resource to look into this -- but I understand that calling the line to get to an agent isn't the easiest process. There are some prompts that you can follow to make sure you're getting to a person, rather than waiting on hold. Can you try dialing again, and following these steps:
To reach an agent:
- Press 1 for English or 2 for Spanish.
- Press 3.
- Press 1.
- Press 1.
That should get you to folks who can see the submission and confirm that everything's on track for you. FWIW, typically if their projected hold is over tenminutes, we have an internal warning so that we can set the right expectation for customers, and right now I don't see anything indicating that it's going to take that long for an agent to answer! Thanks for reaching out here -- please keep us posted.
Just wanted to check in and see if the steps above helped!
Just checking in here to see how things are going. Please let us know if you still need help.