Adding a Third Line. TMO Customer service nightmare....

[ChefMorry]

I have been a T-Mobile customer for close to three years, and have always had a Family Plan with my girlfriend (2 accounts) on a FlexPay plan. We are grandfathered in with MyFaves.

I called Customer Service today to inquire about adding a third line. I was directed to activations (based on what I typed in on the phone prompt). A woman assured me that I would be able to add another line to my account for $9.99 a month, sharing the minutes that we had on our plan. I asked if the (new) third line would also be able to choose 5 MyFaves, and she said yes.

I asked if I would have to change to one of the "newer plans", and she said no. I have no intention on adding any lines, or switching to anything if it involves loosing my MyFave plans. I was then transferred to another department, and after explaining the entire situation again, they asked me if I wanted to order the new phone and have it shipped to me. I told them that I had errands to run, and would be close to a TMO Corporate store today, and would make the purchase there.

The CSR at the store was VERY nice, looked up my account, and saw notes in my account saying that I would be adding a third line. He was confussed, because Flex-Pay accounts can only have TWO lines. He called Customer Service, which told him that I was given mis-information, and that I would not be able to add another line.

He asked if I was approved to switch from FlexPay to PostPay, and apparently I was already pre-approved. He asked if I would be able to keep my MyFaves, and was told no. Anyone switching from FlexPay to PostPay *HAS* to enroll in a new plan (Even More).

I told him that I would think about it, but was not about to make the jump. Currently we have MyFaves 1000 whenever minutes. Between the two of us, we use about 700 MyFave minutes, and usually come within about 200 minutes of hitting our 1000.

Has anyone out there been able to switch from Flex-Pay to Post-Pay and keep their old plans?

I apologize for this being ridiculously long.....just venting, I guess!

[NorrisCell]

Unfortunately you cannot keep your plan when switching to postpaid, because they are literally closing your old account and building a new one. The rate plan codes are different for Flexpay as well.

It's disappointing that the rep neglected to realize that what you were asking about could not be done. The one bit of consolation I can offer is that the EM 1500 plan is either the same price or $10 less, depending on if you have the version with mobile to mobile. If you have the plan without M2M, that may save on minutes as well

[48593039584729]

Sounds like your next best stop is Even More 1500, but you would have to watch for overages.. if you go unlimited you can add that third line for either another $40, or at $15 with 200 minutes. You can also go with Even More plus, but this route has no device subsidization so you would be paying for the phones yourself, or you can bring in your own (iPhone's, basic used flip phones - you can really save money this way)

[ChefMorry]

Originally Posted by NorrisCell

It's disappointing that the rep neglected to realize that what you were asking about could not be done. The one bit of consolation I can offer is that the EM 1500 plan is either the same price or $10 less, depending on if you have the version with mobile to mobile. If you have the plan without M2M, that may save on minutes as well

Thanks Norris for the info! It does stink that I trekked to the TMO store because i was originally told that this could be done. Did I mention in my first post that they even wrote in the notes that I was going to be adding the third line?

I am VERY skeptical from moving to MyFaves to an EM plan. Currently we use, on average, about 600-700 MyFave minutes, and I know we would be coming VERY close to the 1500 mark each month.

What exactly are the other benefits of me switching from FlexPay to Post-Pay EM? Granted I understand I would be paying after my month of service is over and not beforehand....are there any other benefits?

Thanks Norris......your posts are ALWAYS informative, and I greatly appreciate it!
MORRY