What is Loyalty to T-Mobile?

T-Mobile has launched a "Loyalty Plan" to their members that have been with them more than 22 months. We have been with them for (7) seven years and not to mention we have three lines with them too. However, we are not eligible for this plan. The first Customer Care person that we spoke to told us "This account does not qualify because of the tenure". I guess 7 years don’t give you any tenure

.

A representative from the retention team realized we were on a military discount plan and that she could not remove us so we were offered $149.00 credit to our account. We were not satisfied because this was a quick fix and we would only receive a $149.00 savings vs. a $500.00 savings; therefore, we called back and spoke to Jennifer and she gave us many reasons to why we did not qualify for the “Loyalty Plan”. The one that really stuck with us was “We can not get off of the military plan”.

Again, we are still unsatisfied so we asked to speak to a supervisor and after waiting and going back and forth with Jennifer, we spoke to Kalani. She stated that only certain people qualified for the plan and we were not one of them because we were on the military plan and we could not get off it. That is when she offered to put in a ticket to the Business Support Team.

At that time, we realized that we should talk to someone in the Military Discount Department to get off the plan so that we can receive the “Loyalty Plan”. We spoke to Rob and he stated he understood and that he would transfer us to the Military Discount Department so that we can get switch. Well now we are speaking to the fifth person with T-Mobile. Bill was very helpful in the beginning but he too could not help and began giving us different reasons. He stated that people received this plan for different reason for example good payment history and longevity with the company. Needless to say, we fall under both categories.

Frustration began to sink in and again I asked to speak to a supervisor. Well, were transferred to a Floor Lead person by the name of Josh. Josh who did not identify himself as a supervisor, informed us that due to FTC or FCC regulations we can not be switched from the military discount to the “Loyalty Plan”. We requested this regulation in writing. I was told that he does not have email abilities nor fax abilities. Now it was beyond frustration and we requested to speak to a manager. He stated that an Operations Manager will contact us in 24 to 48 hours to discuss our situation. We informed Josh that we would be contacting someone from legal and he told us that he was putting on our account “Do not switch to Loyalty Plan”.

As a seven customer with an outstanding paying record, we don’t quality. What does “Loyalty” mean to T-Mobile?

in the terms and conditions for that plan it says you can not have any discounts on your account. if you remove the military discount then you could get it.

We have tried and no one seems to know how to do it and we keep getting the run around from the company.

No one is able to remove your discount?

Are you serious? You mean to tell me a corporation like T-Mobile can not remove a discount code they created. It was done before so why not now. It is just Bull! The BBB will hear about this.

That was a question because I'm very suprised. Unless you have a special agreement for your discount I don't see why it can't be removed.

Can you see the stuff in my tmobile about the unlimited plan?

I had a similar issue as the Original Poster. I had placed a "corporate discount" on my account via my alumni association. I went to pay my mothers cell bill online and saw the notice about the loyalty plan--so of course I upgraded my parents plan and went to check to see if it was available for me and my sister.

Needless to say it wasnt. So I called customer service---on the phone two hours with totally incompetant idiots (how hard is it to remove a discount, really? erase info and requested a manager call me within 2 hours. Never received a call back.

The next day--I called back asked to speak directly with a supervisor. I told him the same thing I told the people the night before--remove the alumni discount and get me off the loyalty plan. Done---no issues at all.

Then I tried to do the same for my sister (with another rep b/c I had to disconnect with the first due to an appointment) big mistake on my part. First, they tell me she had a smart access plan? Whatever that is so I have to first switch to a regular. No big deal--done. Then told me the account wasnt eligible bc it hadnt been 22 months. Seriously, my family has been customers since 2002---my math may be a little shaky at times but thats well over 22 months. Oh wait--the idiots then told me--well it doesnt matter bc when you switch your account from smart access to regular it restarts the time clock? Are you freaking kidding me? 2.5 hours later--I told them it was unacceptable, they needed to get their information straight and grow half a brain since they obviously werent born with one and hung up.

Reasoning did not work--after all terminating not one but three acounts (worth slightly over 3000 yr) is not worth giving a loyal customer a break. If I am unsuccessful in getting this for my sisters plan also---then I will most likely leave as I only have to pay a termination fee for my contract. Everyone elses contract has already expired.

sorry for the rant.er long post. But I do feel slightly better now.

for some reason smart access accounts are not eligilable for this plan. only post paid accounts in good standing for the last 22 months. sorry

While looking across the forums for solutions to another issue I ran across this posting. Last week I ran across a similar issue. I'd seen the offering of the 49.99 or 89.99 (family) loyalty plan. However I didn't have that option when logging into My T-mobile.
So I connected to their online chat (by going through the email support). The initial person told me I was not eligible for the Loyalty plan. This was despite the fact I've been with them for 4 years. The reason being that I had a corporate discount on my account at the time the "eligibility was established". This eligibility was established on March 1st, and my connection to their chat was on March 3rd. So I asked them to remove the corporate discount and switch my account to the 49.99 plan. They said they were not able to do it.
Trying to shorten the story. so after complaining and asking for a supervisor they connected me with one. She said the same thing. However, I didn't budge and eventually they changed from "We can't remove you from the corporate plan at all" to saying that "they had to transfer me to another department to do so". So they transferred me to another department. This department removed me and sent me back to the first department. They then said, despite the removal they could not change my plan. Because again I was not "eligible on the date that eligibility was established". So i basically said that if they can't do it, someone above them could. They asked if they could call me back the next morning. I didn't receive a call so I went to get online with them again, and when I logged into my t-mobile. the splash screen for Loyalty plan popped up.
So while a corporate plan isn't the same as a military plan. it is very similar. Someone can remove it and someone has the power to give you the loyalty plan. It was a PAIN to get this done. but eventually I was able to accomplish it. Hopefully it helps. just keep going up the chain of command.
Sorry this is so long. hope it helps.

A trouble ticket is created when there is a system error that does not allow a change in the program that allows T-Mobile to manage the accounts. Based on the information provided I am guessing that they were trying to get you off the discount and the system was not allowing them to do it, so they had to file a ticket for it. Not the CSR's fault.
I understand why you are mad. You have been with the company for a long time and you were not selected to qualify, that sucks. However calling in repeatedly and getting irate is not really going to force the change either. There is nothing more than anyone of the CSRs would love to say than"Yes here you go, enjoy your savings" but there are still guidelines that need to be followed. Not everyone qualifies. Regular accounts with 22 months or more of tenure, with good payment history and certain credit types are the ones that qualify there might also be other factors that have not been disclosed to the reps.
It also seems to me like they were trying to get the discount to come off to honor the Loyalty so you might want to look into what notes were left on the account, if that trouble ticket was filed and if you are able to get that change on there now. I hope so. Good luck!

What is Loyalty to T-Mobile?

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