Hey, magenta4917354! This is super strange -- I am so sorry to read that you've reached out time and again without getting a clear answer regarding the KickBack issue. I appreciate the screen share -- based on your rate plan, the only thing I can think of off of the top of my head is that the free lines aren't eligible for KickBack, because you can't pay less than $0 for a line. I wonder if that's part of the trouble here? The way that KickBack discounts should apply is in this order:
- Rate Plan cost (any discount built into the plan)
- AutoPay credit (if applicable)
- KickBack credit (if applicable)
- Employee / Hook Up discount (if applicable)
At any point, when a line cost hits zero, additional discounts will stop applying, if that makes sense.
Our team doesn't have a secure platform to verify customer accounts, but it may be worth checking in with an internal team and asking if there's a way to alter which lines are considered the "free lines" -- or if the plan is simply not compatible with KickBack for this reason. I know you mentioned that you planned to contact our Care team shortly -- if you haven't had time to do so yet, I would highly recommend reaching out to our T-Force team if you're active on social media! They're our customer support team on Twitter (via DM) and Facebook (via Message) and in those channels we can take a closer look at this. T-Force has an excellent reputation among our users for getting to the bottom of things in unusual scenarios!