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Date:April 23, 2025 Unresolved Billing Discrepancies and Urgent Request for Intervention
Date:April 23, 2025 Subject: Follow-Up on Unresolved Billing Discrepancies and Urgent Request for Intervention To: - California Public Utilities Commission (CPUC) - Federal Communications Commission (FCC) - T-Mobile Executive Customer Response Team Cc: - The Honorable Gavin Newsom, Governor of California Dear Sir/Madam, I am writing to follow up on my ongoing complaints regarding T-Mobile’s unethical billing practices, which have caused significant financial hardship and placed my family in grave danger. Despite filing my first complaint with the CPUC and FCC over a year ago, and providing extensive documentation of systemic billing errors, T-Mobile continues to act in bad faith by issuing vague and indirect responses, refusing to address the core issues, and threatening service suspension unless I pay erroneous amounts. Summary of the Complaint Since opening my account in December 2023, I have encountered the following recurring issues: 1. Duplicated and Tripled Payments: In September 2024, T-Mobile withdrew $930 from my account due to three identical payments of $310. 2. Incorrect Balance Forwards: Discrepancies between ending and beginning balances have occurred multiple times, including: - May 31, 2024 to June 28, 2024: $282.84 discrepancy. - July 31, 2024 to August 30, 2024: $650.17 discrepancy. - September 30, 2024 to October 31, 2024: $1,472.91 discrepancy. 3. Unexplained Fees: Late fees, returned payment fees, and finance charges have been applied without justification. 4. Overcharges: My agreed-upon monthly charges are $219, yet T-Mobile has unlawfully charged me $315.35 today and is demanding another $272.36 by May 5, 2025. Impact on My Family As a disabled mother of a medically fragile child, the suspension of my mobile and internet services would have devastating consequences. These services are essential for managing my child’s medical needs, communicating with healthcare providers, and maintaining my independence. T-Mobile’s actions are causing severe financial hardship and emotional distress, and their refusal to resolve these issues is unconscionable. Timeline of Complaints -Initial Complaint: Filed with CPUC and FCC in early 2024. Follow-Up Complaints:Submitted multiple times throughout 2024 and 2025, including detailed documentation of billing errors and overpayments. - T-Mobile’s Responses: T-Mobile has consistently issued vague responses, defending their billing practices without addressing the documented discrepancies. Urgent Requests I respectfully request the following actions: 1. Comprehensive Audit: Conduct a thorough audit of my T-Mobile account to identify and rectify all billing errors, including duplicated payments, overcharges, and misapplied credits. 2. Immediate Refund:Refund all overcharged amounts, including duplicated payments, late fees, and any charges exceeding my agreed-upon monthly cost of $219. 3. Protection from Suspension:Prevent T-Mobile from suspending my services while my account is under review and the discrepancies are resolved. 4. Accountability: Hold T-Mobile accountable for their unethical practices and ensure they provide a clear and detailed explanation of how these errors occurred. Conclusion T-Mobile’s deliberate and continued unethical actions, fully aware of the vulnerable situation they are placing me in, are unacceptable. I implore you to intervene immediately to protect my family from further harm and ensure that T-Mobile resolves these issues promptly and fairly. Thank you for your time and consideration. I look forward to your urgent response - Detailed documentation of payments and billing discrepancies. - Correspondence with T-Mobile, CPUC, and FCC.
Credit/Refund for services not used
I purchased a phone at the apple store in Green Hills(TN) in November 2024 intending to finance it through T Mobile. I wasn't charged for the device and the service in December, so I called the apple store (Green Hills) and was informed that a billing cycle will be skipped. However, I still was not charged from January -March. Concerned, I called T-Mobile in early March and was told that my account has a past due balance and will go into collections. An agent processed a credit for December for the service and late fee since he saw that I didn't use the service. I went to the nearest corporate T Mobile store and was told I would need to pay for the device in full in order for it to not go into collections. I paid for the device in full on March 4, 2025 and was told to call customer service to get credited for the unused services for Jan.-Mar. I didn't use the services (POSTPAID account) so I was informed at the store in Nolensville Pike (Nashville TN) that I should be credited for the January-March since she saw that I was credited for December's unused services. I called customer services again and explained everything and agent told me that I will be credited for all three months since he was able to see that i didn't use the services. He said I should wait a couples weeks to get an email confirmation for the credit to my account. Well I never received that email. I called on 4/22/25 to check on said postpaid account. Ofc I was not shocked, since this has been an unnecessary headache, when the agent told me that there is a balance plus late fees on my account. Bare in mind that this account was canceled and shouldn't have an balance. Agent said that I needed to call the Apple store that I bought the device, and when I called they couldn't access my account so I was sent right back to square 1 which is to contact T-Mobile. This has become my last resort. I cancelled my Postpaid account by paying off the device in full, yet I am still being told that I need to pay a balance and late fees for services that I did not use and was told would've been credited to my account. I am seeking a resolution and a proper credit for the months I was incorrectly charged and now told to pay for.
Not Being Given Promotion After Starting Plan
Started a new plan with T Mobile last year. There was a promotion for free phones with new lines of service. We started new service, ordered 3 phones. We didn't like one of them, so we called in within the first week or so, asked if we could try something else. We got a different phone, also supposed to be free with the promotion - or so that's what we were told. Next month, I check the bill, there's no promotion for it. I call customer support, they say the promotion just hasn't been applied yet. Just pay the bill for now, and you'll get credited later. 5 or 6 months go by, I check the bill again. Still paying for the phone. So I call in and ask about it, they say they'll escalate the issue. Don't hear for a while, so I call in again. They say looking back there was no promotion for the phone we got, and there's nothing they can do at this point. Very frustrating situation. Anyone had this happen before, and what did you do about it? I can always switch to another carrier but that's a pretty big hassle and I don't want to have to go that route.
My paperless monthly bill needs to reflect that Billing address and usage address are different.
Residences in the town I live in dont have mail boxes. If you want to get mail, you have to have a P.O. Box. On my monthly bill, it wont let me enter my P.O. Box as my Billing Address. I Live on a Boat and although there is a physical address to the dock, Thats it. Now the real issue. To get a real Id, My bill needs to list the Usage address as well as the Billing Address which are different. My P.O. Box is my billing address and it wont let me enter that in change of address update form. I've been jerking around with this issue for a couple of weeks and its old. Any help would be appreciated
Payment Arrangements and Reconnect Fee's
I have noticed that T-Mobile has started suspending lines very quickly. They use to contact you and send you text messages, but that seems to go out the window now. You wake up the next morning and your phone doesn't work. Of course, they always claim that it's because the bill is 30 days past due. The other thing I have noticed is you can establish payment plans, but they don't stretch out to the day's you get paid, so you end up missing the payment and accruing more fee's which makes your bill more expensive. Especially since their customer service has gotten worse lately where they don't give out credits for that anymore, at least for me. I'm tired of trying to catch the bill up and it just gets higher and higher because I can't make a payment arrangement that makes sense and sets me up for failure and more fee's, I think I'm going to have to research other carriers and start looking in to switching to them. I thought after being with T-Mo after 10 years that it would count for something, but I guess not. ☹️ Anyone else have an opinion on this?TMobile refuses to honor contract
24 year customer on a family plan. Friday was looking into my own essentials plan and talked with a Tmobile website chat agent about starting it. I told them whatever I do I want to keep my number that I've had for 24 years. They assured me I could and I made sure the number was released from the family plan. The sales agent talked me into the go5g plus plan in order to get a 800 off new phone (I don't need a new phone whatsoever but I thought it was a deal worth taking) multiple times I checked that I would be able to keep my number and I asked one more time before signing the contract and authorizing payment, they assured me I could keep my number. Today (Tuesday) my new phone arrived and I went to set it up with my new account and now they are telling me I can either have the 800$ off OR keep my number. I told them that I confirmed numerous times in the chat logs that I could keep my number and now they refuse to honor the deal their agent made. They talked me up to a more expensive plan and talked me into upgrading my phone and now I'm stuck with a new number or paying 800 more than originally agreed upon. How can you expect your customers to honor your contracts when you can't even honor them T-Mobile
When a Deal Isn't
A heads up to all who are considering using T-Mo's offer of delaying bill payment by slicing the bill into two equal amounts. I selected this option which was made available on the T-Mo bill pay website. I got a notice that there was a much-larger bill than expected ahead. Looking at the details I saw a Late Charge of $8.75 and a chargeback of $20 for non-automatic bill pay, When I called 611 abut these charges I was told that the $8.75 was imposed because I did not pay the bill on time, and the $20 because --- who knows why. Essentially because the Payment in Full did not take place, There was no such a warning of loss of discount and imposition of charges when I signed up for the delay. The lady at the other end said that T_Mobile was doing me a favor by giving me extra time, but had never considered the arrangement as a handshake. To me, if you owe someone money on Day X but you request that the payment be delayed by a week, and the other party agrees - this means that you both agreed for a new payment due date as a one time only favor. T-Mo doesn't see it that way. Late is late. I was able to get a credit for the $8.75 late charge. As for the $20 autopay discount, I'll just chalk that up to Never Again,Another increase to their...we won't increase you bill
I've been with TMO since 2000. I'm on the Magenta 55. Grandfathered(no longer offered) assured price would not increase the it did...last year and here we go again. I use the basic services...calling, data, Hotspot. Wifi calling. The best solution TMO had was a SALES PITCH on why my services would cost more. 25 years of loyalty GETS YOU NOTHING with TMO. Shame on you!!
T-Mobile refuses to credit my account for a device I returned & is now threating collections
This is going to be a but long but I need help I have 5 lines with T-Mobile for my business account. Last August I had some issues with one of my Samsung s24 and went to the the store for help. It was not charging as fast as it should so I was concerned. They requested a replacement device for me and it was shipped out. It arrived September 20th but was sitting in the mailroom for a while so I didn't know it was there so I went on vacation. I came back from vacation in late October and got the phone. By this time my current 24 phone was charging at normal speed so I decided not the take the replacement device. I sent the device back in November (full transparency, I kept forgetting to take it back to the store) so It was done mid November. I called customer service and checked and they told me to use the return slip that came with the package. I didn't open the package; it was sent back the same way it was sent to me. I was told I would get a confirmation email once they received it so I thought that was that. At the end of November, I got my bill and I saw a 1300 no-return charge for the device. I called customer service and I had to explain to them that the device I sent back was the one they sent to me, not the one I had issues with. I was told that once the phone was registered by the team they would credit the account. Another 2 weeks passed and nothing so I called them back. This time I was told that I had to wait until the warehouse finished sorting as they hadn't gotten confirmation that the device was received. In Mid- December I called again and this time I was told that I would not be getting my credit because I didn't send the phone back. I had to get the tracking number from UPS and give them my IMEI number so they could verify that I still had my original device. I was told a ticket would be raised and that they would get back to me in 3 days. No one did so 5 days later I called again and this time I was told by a different agent that since I sent the device back after the grace period I would not get my credit (I thought it was 60 days and it was 45 days). I asked at this time if they would send the phone back to me since they are charging me the full cost of the phone. Again I had to go through the verification with my IMEI and only at this time did the rep confirm that they still have not received confirmation from the warehouse. I had to ask for a supervisor and I was told that this is a unique case since I sent back the working device and not the one I wanted to replace. Again I was told another ticket would be made but this time I was asked to pay the 1300 charge and that it would be credited to future bills. Since I was told different things at different times I refused to pay it. This was the end of December and since then I have called at least twice a week for the last two & half months. I have been told the same thing and just sent to multiple people without any resolution. When I ask about the ticket I am told they will check but refuse to give me a reference number or tell me it's the internal ticketing system so they can't share the ticket details. At times I am on the phone with the rep for up to 2 hours just being sent around or waiting Note that my account was suspended in January even though I was told they were working internally to resolve this and I was calling them multiple times. I was then sent a notice that I have to pay for all the devices I had on my plan (so all 5 lines) I don't have an issue with this. My issue is that they are still asking me to pay the full cost for the returned phone but will not confirm if I will get it sent back or if I can go to a store for another. I have asked what will be done to the phone since I am essentially paying for a brand-new phone that is in T-Mobile's possession and I have not given a clear answer. Now they have threatened collection because I refuse to pay for the phone I returned in November. Yet I cant get an answer from customer service on the several tickets they claimed to have raised or the internal escalations they claimed they did to get my account credited. What do I do at this point?