The T-mobile staff at the Adams Morgan location in Washington, DC are typically very nice and accommodating. We went in to the store and worked with a newer employee named Daysi on 3/11/2018. She refused to accept a working iPhone to purchase a new one with the JUMP program (we pay $12/line monthly). In fact, the phone was nearly paid off entirely. We were forced to pay a new line fee and we now have two phones on the same line we pay each month.
We reached out to customer service immediately after the incident. The rep did not understand why she did this to us, but there wasn't much they could do at that point. We've been going back and forth now for over 2 months and still no resolution. We are paying for two phones on the same phone number, got charged an initial setup fee, even though it was a JUMP swap, and no one seems to know what to do. Not to mention we were in the store for hours trying to work with Daysi and the staff didn't care at all. I really don't think this is unreasonable and I'm not sure why it's taking so long to fix this issue. How can we operate two phones on the same line? Not sure that is even possible.
We are so sorry to see that you are having all of these issues. Have you gone back into store at all to speak to their manager? Alternately, I would suggest reaching out to T-Force, you can find them on FB or Twitter and their links are in my signature!
I reached out on Twitter. Still owed money for the two phones I was paying for at one time, even though T-mobile physically had it.
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