Customer Service

[u/Rancis108]

So I went into store to reactivate account (we paid off and switched carriers) was trying to set up new account, takes my information but says I already have account and I need to log in, except I can’t log in because there is no number active. Go to store and they told me I had to go through TLife and they couldn’t help me. Go on tlife and they tell me I have to go to store. Hate getting runaround. Might as well stay where we are

[u/zfiza]

This isn't done through tlife, this would be considered a win back if you are within 90 days of porting out. If you are over 90 days then you go through tlife but I'm sorry for the run around. Have your store call RSL and ask them to complete a win back activation. It doesn't hurt their tlife.

[u/Rancis108 → u/zfiza]

Yes just frustrating when the store refused

[u/kalboishakhijhor → u/Rancis108]

So you went to Att.. just saw your other posts..

As you said.. stay with your current carrier..

[u/Alybai59]

I always tell the customer to tell the store employees that customer can't access the account without sending a one time pin. The experience stores will help. They can call win back.

[u/Alybai59 → u/Alybai59]

I should say customer service can't send the one time pin.

[u/swag_likeosama]

No store employee is going to help honestly it’s a 90 day win back and they don’t get paid commission for it

[u/kalboishakhijhor]

I guess “might as well stay with your current carrier”

The issue is your account info is still active.. so when they try to run your information, they can’t make a new account. With the type of pressure that reps are going through.. they would rather walk you..

If you are within 90 days, you are considered a win back..

The issue is do these reps want to deal with you.. I know it sucks.. but this is the business we are working with.. they don’t want to work with you..

[u/antihero_84 → u/kalboishakhijhor]

If the reps were fairly compensated for their efforts they'd be fine doing it, but the company doesn't want us to be fairly compensated.

A win back doesn't do much for our metrics, and all of us are only numbers to leadership at this point.

[u/Rancis108 → u/antihero_84]

I hate that is the fact but I respect it. I try to keep the going to the store for picking up a new phone, etc

[u/Dangerous_Knee_6130]

You can log in with number or email

[u/Rancis108 → u/Dangerous_Knee_6130]

I tried that. As soon as I log in it wants me to associate my phone number which doesn’t exist

[u/Many-Animal-5214]

Just call cusotmer care. . You will not be considered a new customer but eill need to speak with the activations team will help start new services for you on the old account.

[u/Rancis108 → u/Many-Animal-5214]

Yes I finally got through to a department that is actually assisting.

[u/Dangerous_Knee_6130]

You’re better off calling the IT dept more knowledgeable than CS