fireguy_6364 wrote:

nad32 wrote:

Yes first they said on chat they can't verify my cards (tried 3 and checked with bank, all fine) after going through full order process. They told me to then do it online on the website (same result), next they said to call. Tried on multiple calls, first they again said issue with my card (which was not true) and next time they said they are having issue with their system and they will call me back which they did not.

Also forcing customers to the store because you can't rectify online checkout processes is not a solution. The store also charges an extra fee. Anyway doesn’t seem like T-Mobile has any response here either.

 

the site is primarily peer to peer assistance with a handful of admins/moderators to keep the site in order only..they do not have account access..

That's no excuse. How can the company providing services not have access to accounts or any way to remedy the situation?

nad32 wrote:

Yes first they said on chat they can't verify my cards (tried 3 and checked with bank, all fine) after going through full order process. They told me to then do it online on the website (same result), next they said to call. Tried on multiple calls, first they again said issue with my card (which was not true) and next time they said they are having issue with their system and they will call me back which they did not.

Also forcing customers to the store because you can't rectify online checkout processes is not a solution. The store also charges an extra fee. Anyway doesn’t seem like T-Mobile has any response here either.

the site is primarily peer to peer assistance with a handful of admins/moderators to keep the site in order only..they do not have account access..

ahowls wrote:

nad32 wrote:

Yes first they said on chat they can't verify my cards (tried 3 and checked with bank, all fine) after going through full order process. They told me to then do it online on the website (same result), next they said to call. Tried on multiple calls, first they again said issue with my card (which was not true) and next time they said they are having issue with their system and they will call me back which they did not.

Also forcing customers to the store because you can't rectify online checkout processes is not a solution. The store also charges an extra fee. Anyway doesn't seem like T-Mobile has any response here either.

It's unfortunate to hear that there seems to be no solution from T-Mobile, but I'm relieved to know I'm not the only one going through this. What's worse is that going to the store doesn't even solve the problem. I went to the store and all they could do was login and try the same things I had already been doing. Because they don't have my phone in stock, there are no options for me at this point. Terribly frustrating. 

Oh wow even the store is useless. Thats pretty tough. I was going to try going to the store when I get some time but it wouldn't be for a couple weeks. I am pricing out a plan from Verizon though and it seems it will be cheaper with the promos and stuff going on now. Sorry to hear your issue, I've tried again today with t-mobile on the phone and they still could not process it. They themselves seem very unsure of the issue just that it won't "go through". They did not suggest going to the store though, they said they would call me back but they said that yesterday also and no one does.

nad32 wrote:

Yes first they said on chat they can't verify my cards (tried 3 and checked with bank, all fine) after going through full order process. They told me to then do it online on the website (same result), next they said to call. Tried on multiple calls, first they again said issue with my card (which was not true) and next time they said they are having issue with their system and they will call me back which they did not.

Also forcing customers to the store because you can't rectify online checkout processes is not a solution. The store also charges an extra fee. Anyway doesn't seem like T-Mobile has any response here either.

It's unfortunate to hear that there seems to be no solution from T-Mobile, but I'm relieved to know I'm not the only one going through this. What's worse is that going to the store doesn't even solve the problem. I went to the store and all they could do was login and try the same things I had already been doing. Because they don't have my phone in stock, there are no options for me at this point. Terribly frustrating. 

Yes first they said on chat they can't verify my cards (tried 3 and checked with bank, all fine) after going through full order process. They told me to then do it online on the website (same result), next they said to call. Tried on multiple calls, first they again said issue with my card (which was not true) and next time they said they are having issue with their system and they will call me back which they did not.

Also forcing customers to the store because you can't rectify online checkout processes is not a solution. The store also charges an extra fee. Anyway doesn't seem like T-Mobile has any response here either.

I'm having the same issue. I'm the primary account holder and I'm trying to purchase a phone and got the same message about billing address...unable to complete purchase…..call support. I've tried two different bank accounts, contacted customer service, and even went in to my local store. Support just keeps doing the same steps I'm doing online and getting the same error so they say there's nothing they can do. The store employee can't physically swipe my card in the store unless I'm buying one of the phones they have in stock there but the one I want isn't available at the store. I'm at a complete loss after trying to buy this phone for 3 days now. It seems like the error is on the backend of their checkout process if other people are having this same issue.

you take your ID to a store

did they by chance say why you are being denied? are you the primary account holder (PAH)? if not does the PAH need to give authorization in order for you to order a phone?

fireguy_6364 wrote:

nad32 wrote:

Anyone ever figure this out? T-mobile's customer service has fallen off a cliff. I am just going to switch my carrier after being a customer for over 10+ years. I've been trying to order a phone for over a week now and there's no way to do it. Different cards, chat, phone, nothing works, its unbelievable.

you should just switch..how dare they try to make sure you are in fact you trying to order a phone..the gull of them right?

Is this a poor attempt at being witty? How else would a company make sure? I have been on the phone (also chat, also website) with them and verified everything and they still cannot process the order. Thanks your input though.

nad32 wrote:

Anyone ever figure this out? T-mobile's customer service has fallen off a cliff. I am just going to switch my carrier after being a customer for over 10+ years. I've been trying to order a phone for over a week now and there's no way to do it. Different cards, chat, phone, nothing works, its unbelievable.

you should just switch..how dare they try to make sure you are in fact you trying to order a phone..the gull of them right?

Anyone ever figure this out? T-mobile's customer service has fallen off a cliff. I am just going to switch my carrier after being a customer for over 10+ years. I've been trying to order a phone for over a week now and there's no way to do it. Different cards, chat, phone, nothing works, its unbelievable.