I'm hoping someone can help me resolve this issue. I've been on the phone with several departments for 2 hours trying to resolve and am almost ready to cancel all my plans with T-Mobile and switch to another carrier.
We purchased a new phone on 12/19/2013 from T-Mobile, directly, not from Walmart, a kiosk or anyone else. We called T-Mobile and made the purchase and T-Mobile shows up on my bank statement. Part of the phone package we purchased included a $30 refill card. This is one of the reasons we made the purchase at that time. We received the phone a few days later and the card cane in the box with the phone along with the sim card, manual etc. The refill card is credit-card size and has a large T-Mobile logo on the front along with a "$30" green square box in the bottom left corner. On the back of the card it says to scratch gray box for refill card number. There is no expiration date on the card.
Now, we are using the refill card and called the number on the card to activate it and apply the $30 to one of our prepaid accounts. We are being told that the card is invalid and we need to talk to the place we obtained the card from to pursue this further. They say they can't help us because we need to talk to the sales dept. We talk to the sales dept. and they tell us to call someone else. This run-around happened two more times and I found this T-Mobile support site. In my mind, this should be a 5 minute call, a quick resolution and fix of either sending me out a new card, or crediting my account for $30. Instead, I have wasted two hours and still do not have a resolution.
Please help me resolve this so I can use the $30 refill card I purchased. I appreciate any advice or ideas you may have.