switched account
1 Topic
Unable to Set Primary Account Holder
I switched to T-Mobile last year in November. I bought my phone outright and ported my number over. I have discounts available through my employer but had to wait 120 days before I could convert my account. Also had to wait to set up DIGITS so I could use cellular on my Apple Watch. No big deal. Maybe a month or a month and a half ago, I was finally able to set up the cellular feature for my watch and then I converted consumer account to an ANR (Dealer Account). When it converted I got a notification saying there is no assigned primary account holder. Mind you, I'm the only user in the account. I contacted support. They couldn't seem to understand my issue and it wasn't resolved. A few minutes after I ended that call. Another rep called and tried to assist me. They were able to verify I am the primary account holder. The notification went away after signed out, deleted the T-Mobile app, re-downloaded it and signed it. Fantastic. That was a week or two ago. Today, I was trying to price adding a cellular iPad to my plan. For starters, any time I want to buy a device it prompts me to call customer service. What is this, QVC in 2002? No. I'd like to buy a device online and pay whatever I have to pay and have it shipped to my home or pick it up in store. Besides, calling and ordering something comes with a $30 Service fee. When I tried to activate cellular service on my watch the first time they told me it would cost $50. I waited and got three months free. Anyway. I discovered a different web portal, manage.my.t-mobile.com. You can make changes to your account and ship through there as well. Well, when I try to shop, the first thing I see is "only primary account holders can add a line". Mind you, again, I'm the only person on this plan. On the normal site if you go to *Profile->Line Settings-> Permissions* you can select your primary account holder. But for me, that's not option. I can only assume it's because IM THE ONLY PERSON ON MY PLAN. i kept asking the support rep I spoke with if the issue has anything to do with the fact that I have a special dealer account. She neither confirmed or denied that. She passed me on to a technical support rep who submitted a ticket to engineering who I know I'll never hear from. And I get it. These people helping you over the phone aren't really trained to solve the issue. They just read a script. I work at Apple. I deal with the poor expectations they set with customers every day. What I think it boils down to, is T-Mobile needs to address their app and website. They are both terrible. Especially the app. You can't do anything besides pay your bill honestly. If you want to add a line it prompts you to call customer support. If I do it on a computer, I'm not a primary account holder. Every time I log in, it resets the type of phone I have. I have a 128GB iPhone XR. Sometimes it says black. Sometimes it says blue. Sometimes it says white. So anyway, I'm gonna log in to Dealer account portal when I get to work tomorrow to see if there's something I need to do there in order to add lines to my account and verify I'm the primary account holder. On the phone they said everything looks fine on their end. So I don't know what's real anymore. So sorry for the long schpeel. But I'm trying to be as descriptive as possible. Has anyone else ever had this issue?Solved7.6KViews0likes10Comentarios