Please help! Tmobile doesn’t give “final bill” for line that I switched to ATT.

---

@apwhite2489 wrote:

I just recently signed up for an ATT wireless plan and was promised that I would be part of the ATT switch program if I ported my number and trade in my phone. The problem I am having is that when I ported my line over, T-Mobile will not issue a final bill for that line since I have another line through T-Mobile still active. All my bill shows is my line being cancelled and the equipment balance for the line being charged at $30 a month for now on. I sent this bill to ATT switch and it was rejected. I clearly marked out everything clear as day but still got rejected. I tried reaching out to the chat with no avail. I see other people are having this same problem, I tried reaching out on another customers thread but I have not received a response. Please help me because I have tried to do everything I  am supposed to do. 

---

The bold part is for the active T-mobile line, right?

Does the most recent T-Mobile bill show the lump sum balance due on the line you switched?

No it is for the cancelled line, they are charging me $30 a month for the phone I traded into T-Mobile vice charging me the remaining balance in a final bill. I have talked to them several times and they say since I have an open line with them then they cannot bill me for the remaining balance. The bill does show the remaining balance for the phone and I clearly highlighted this on the bill but it was still rejected. I just want to speak to someone who understands what is happening because I am not the only one with this problem. I do not want to miss out on this promotion because that was one of the main reasons I switched to ATT. My other active line belongs to my wife but we are getting divorced so she is gonna eventually take over that active line. My line is the one with ATT. This should be a quick fix if they can look at this bill and understand that this is the way T-Mobile is doing business. Thanks for your response and help!

---

@apwhite2489 wrote:

No it is for the cancelled line, they are charging me $30 a month for the phone I traded into T-Mobile vice charging me the remaining balance in a final bill. I have talked to them several times and they say since I have an open line with them then they cannot bill me for the remaining balance. The bill does show the remaining balance for the phone and I clearly highlighted this on the bill but it was still rejected. I just want to speak to someone who understands what is happening because I am not the only one with this problem. I do not want to miss out on this promotion because that was one of the main reasons I switched to ATT. My other active line belongs to my wife but we are getting divorced so she is gonna eventually take over that active line. My line is the one with ATT. This should be a quick fix if they can look at this bill and understand that this is the way T-Mobile is doing business. Thanks for your response and help!

---

Well, that doesn't show any one-time costs for canceling with T-Mobile, so I don't think you'll qualify for offer. The point of the offer is to reimburse you for the costs of switching. It sounds like your bill shows that there aren't any. 

This is not the first post with this complaint.  I’m amazed T-mobile knows the switch offer requirements and found a way to keep you, or screw you over.  I’ve said Legere is a mad genius before...but wow.  He has surpassed himself into maniacle, sneaky genius. 

Exactly my point, they know this what I am trying to do every time I call them. Here is the thread I found recently having the exact same issue:

https://forums.att.com/t5/Wireless-Account/AT-amp-T-rebate-rejected-no-T-mobile-final-bill-bc-account-is/td-p/5420049

It appears that ATT was able to help with this situation. When I get home, I will provide pictures of my "final bill" from T-Mobile. I believe I still rate the promotion since I did in fact switch a line and owed money on my phone.

---

@apwhite2489 wrote:

Exactly my point, they know this what I am trying to do every time I call them. Here is the thread I found recently having the exact same issue:

 

https://forums.att.com/t5/Wireless-Account/AT-amp-T-rebate-rejected-no-T-mobile-final-bill-bc-account-is/td-p/5420049

 

It appears that ATT was able to help with this situation. When I get home, I will provide pictures of my "final bill" from T-Mobile. I believe I still rate the promotion since I did in fact switch a line and owed money on my phone.

 

---

You can send the images of the bill to @ATTCares and see if they can get you in touch with someone who can help, as they did the OP in the linked thread. 

Best of luck!

@apwhite2489  

I don’t see any resolution on that thread.  Just a reply from support.  

See the switch offer requires that your old carrier sticks you with a big bill to pay off your phone.  Your new carrier buys the phone out for recycling.  That phone would then be free of financial obligation and can be unlocked etc.  If T-mobile doesn’t require a pay off, then isn’t the phone locked until you do pay it off?  Which you could reneg on.  That means your new carrier bought a pig in a poke it can’t recycle.  

I can see why it’s a problem and why ATT won’t pay it off.  

Will T-mobile excellerate if asked?

---

@lizdance40 wrote:

@apwhite2489  

I don’t see any resolution on that thread.  Just a reply from support.  

 

---

In post 16, @ATTCares says that the linked OP is receiving reward cards.

I sent a PM to @ATTCares so hopefully this can get solved soon, thank you both for your input. I hope other T-Mobile customers who switched to ATT are not left empty handed on this promotion because of this technicality.