Difficulty accessing prepaid account.

jd231

    I ported my number back to T-Mobile prepaid 1 month ago (having previously been a T-Mobile user but switched to another carrier in between).  When I log into my online account, I get the following message:

     

    "You are not authorized to access this account. If you are the account owner, please dial 611 from your T-Mobile phone or 1-877-778-2106 from a non T-Mobile phone."

     

    I have spent hours on the phone with customer service and tech support.  No less than 5 different representatives have said they will have the account "reset" and that I should try recreating it in 2 days.  One even said that because they had not been able to fix it, he would "escalate" the ticket to "management."  The problem continues to recur.  How can this be fixed?

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