Help with renewing my 100 minute/Unlimited Text and Data plan

**hooked** · 06-23-2012, 08:45 PM

Please help.

I activated a SIM card with the 100 min/Unlimited T&D plan on 05/23. I funded it initially via the T-Mobile activation process with $30 plus the $2.xx the SIM card came with. I also added an extra $20 via the T-Mobile site. The first month's $30 was debited from my balance leaving my with $22.xx.

At the begining of the week, I bought a $30 refill card from CallingMart and went to my account online and chose the option to redeem a refill card. Now the website spun for a while after I applied my code. I finally hit refresh and my account balance now showed $52.xx, so I thought I was okay.

Well, today, 06/23, the first 30 days has come to an end and I thought the next $30 would be debited from my account balance, but it was not and now I am on the 10cents / minute plan and no data access.

I used the online chat to try and resolve the problem. The first 2 operators gave me the 877 number to the new Activations line and the Walmart Family Mobile line. The third agent told me that I can't use refill cards to fund my monthly charge. I know that's bogus because you guys are talking about doing this all the time here. I also checked my CallingMart receipt and it shows I purchased the Monthly Rate Plan refill card and not the Pay As You Go card (is that supposed to make a difference?).

Anyway, what can I do to get the $30 that I just refilled to be applied to my account? Is there a specific method to get to the T-Mobile Prepaid help line? The online chat agents seem ignorant about this plan.

Help! I don't want to have to pay again for this month!

**Willow16** · 06-24-2012, 08:14 AM

Could it be that the $20 card, which was added before the $30 monthly card, moved you to pay as you go?

**Seashellmama** · 06-24-2012, 02:23 PM

Keep calling customer service until you get someone who can help you (I generally have the best luck when I get people who are clearly in India). They *can* fix it and get you moved back to the Walmart $30/mo plan.

**hooked** · 06-24-2012, 03:43 PM

Thanks for the suggestions. I am still on the $30 plan. It's just that my first month was expired and it was not renewed automatically from my account that has $50+ in it. Since I was not paid for the next month, I was only able to make calls at the 10 cents / minute rate. I ended up using the T-mobile site and my credit card to pay for July and I'm back in business since I needed the phone for today.

I still need to figure out the right steps to use the CallingMart refill cards to pay for the monthly bill. Can someone who's doing this now tell me what type of CM refill card they purchase and how do you apply the card? Do you use the website or via the MyAccount app on the phone? Is there a timing issue? When do you apply the refill card?

**adam1991** · 06-24-2012, 05:27 PM

I'll let you know Friday. That's my first renewal date. I have about $50 in my account, so we'll see what happens.

**hooked** · 06-24-2012, 06:14 PM

Thanks, adam. How did you fund the $50 in your account? The first $20 I added via the t-mobile website after I signed in to my acount when I first activated the plan. The other $30 I added last week via a CallingMart refill card. This is what I expected to be debited to pay for July.

**ja5219** · 06-24-2012, 06:19 PM

I've had this happen but only once in the past 8 months i've had T-Mobile. Its a small glitch where you have enough funds to cover your next month but your service did not automatically renew. I called in CS and they got my service back up and working in 10 mins at most.
Unless what you're talking about is a little different than this, but hopefully it wont happen again.

I refill by top-up codes every month, so I'm not sure if this may be more common or not when renewing with other methods. (hopefully not)!

**hooked** · 06-25-2012, 02:35 PM

ja5219,

Where do you purchase your top-up codes from? Online with someplace like Callingmart? And how do you apply them to your account? By signing into your account on the t-mobile website? Or by dialing the t-mobile 800 number?

**msrhulot** · 06-25-2012, 02:58 PM

Hmm, I had this happen to me last week, on my first cycle where it was supposed to auto renew. One morning, nothing was working, text, data, voice. I called in to CS (611) and explained what was going on. The agent apologized, confirmed that I had more than enough $ in my account to fund the renewal, and fixed it manually. He said it's supposed to be automatic, and that it should work fine next month. BTW I funded using codes from callingmart.

**mustang123** · 06-25-2012, 04:07 PM

guys, is there any specifics when buying from calling mart? I purchased from t-mobile website for 100$ and they charged me 7 dollars as tax. does callingmart also charge tax? 7%?

**mustang123** · 06-25-2012, 04:08 PM

Also in callingmart, is there a specific plan I need to buy? Like monthly plan or payasyougo plan etc? I am on 30 dollar walmart plan

**hooked** · 06-25-2012, 04:57 PM

Originally Posted by mustang123

guys, is there any specifics when buying from calling mart? I purchased from t-mobile website for 100$ and they charged me 7 dollars as tax. does callingmart also charge tax? 7%?

Callingmart does not charge tax for me and I have not heard of anyone else being charged tax. That fact and the availability of regular 5% discounts is why I bought the card from CM.

Hopefully my account I'll be charged properly next month. If not I will call 611. Is there an 800 Customer Support number for this particular plan? The Online Chat "help" personnel were of no help at all.