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  Re: EIP not cleared from my credit balance

  tmo_mike_c Dec 24, 2017 12:37 PM (in response to mobilebillsplit)

  • Member Since: Jun 25, 2012

  Wow, this is totally worth taking a look into. Did you get some kind of shipping confirmation that the device was returned? Sorry to hear you've had some trouble getting this resolved. We'll need someone with account access to look into this and file a handset research form. Have you tried working with our T-Force team on this? You can reach them via the social support links in my badge or on our Contact Us page.

  1 of 1 people found this helpful
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  Re: EIP not cleared from my credit balance

  tmo_marissa Dec 26, 2017 8:55 AM (in response to mobilebillsplit)

  • Member Since: Sep 7, 2016

  Hey, there! Just wanted to check in with you here to echo Mike's sentiment above -- even if it's been some time, we can still submit a handset research inquiry for this if you contact our T-Force or Care team with the IMEI of the phone you're still seeing charges for in error and the tracking information for the return. Have you had a chance to reach out yet?

   

  - Marissa
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    Re: EIP not cleared from my credit balance

    mobilebillsplit Dec 26, 2017 9:06 AM (in response to tmo_marissa)

    • Member Since: Dec 19, 2017

    I sent a message in fb page, hopefully someone can take care of it. I have made several calls to get those old phones removed from my balance, so far no resolution on that. Due to this i am unable to purchase any new phones.
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      Re: EIP not cleared from my credit balance

      tmo_marissa Dec 26, 2017 3:45 PM (in response to mobilebillsplit)

      • Member Since: Sep 7, 2016

      Thanks for taking the time to do that -- especially since it's more than one device and it sounds like it's holding you back from upgrading, yikes! You're definitely moving in the right direction by reaching out to a team with account access like T-Force -- we'll need to file something called a Handset Research Form with the IMEI and tracking info as mentioned. Then our warehouse team can check the internal logs for a matching IMEI around the time that your tracking shows the phone(s) was/were delivered. Hopefully we're on the path to resolution now -- thanks for keeping us updated!

       

      - Marissa
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      Re: EIP not cleared from my credit balance

      tmo_mike_c Dec 28, 2017 8:44 AM (in response to mobilebillsplit)

      • Member Since: Jun 25, 2012

      Hey there.

       

      Were you able to get that Handset Research Form filed with T-Force? Please let us know. We want to make sure the ball gets rolling on this for you. Thanks!
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  Re: EIP not cleared from my credit balance

  tmo_chris Dec 30, 2017 8:13 AM (in response to mobilebillsplit)

  • Member Since: Nov 19, 2011

  Just checking in here to see how things are going. Please let us know if you still need help.
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    Re: EIP not cleared from my credit balance

    mobilebillsplit Dec 30, 2017 8:38 AM (in response to tmo_chris)

    • Member Since: Dec 19, 2017

    Tforce team mentioned, it will take a week to resolve it, so waiting for it and for them to come back

     

     

    Sent from Yahoo Mail for iPhone

    1 of 1 people found this helpful
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      Re: EIP not cleared from my credit balance

      tmo_chris Dec 30, 2017 10:47 AM (in response to mobilebillsplit)

      • Member Since: Nov 19, 2011

      Oh, okay sounds good! I am glad T-Force was able to help you out with this. In the meantime, I will mark your answer correct but feel free to un mark it if you end up still having issues.