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Money not returned after returning device
I have been a loyal T-Mobile customer since 2007. On October 23, 2023, I switched to AT&T and canceled my T-Mobile account. I anticipated an additional final billing cycle and monitored my account closely. T-Mobile charged me as expected on October 23 and November 23, 2023. However, on December 23, 2023, I received a surprising bill for $397.50. When I contacted customer service, I was informed that the charge was for a signal booster device I had received from T-Mobile in 2015, and that the charge would be reversed once the device was returned. I located the signal booster and requested a return shipping label, which T-Mobile provided. I promptly shipped the equipment back on January 12, 2024, to the address they gave me. I called T-Mobile again and was advised that the charge would be reversed once the equipment was received, but that processing might take some time. By March 2024, after not seeing any refund, I followed up and was told that because my account was closed, they could no longer access it and suggested I visit a T-Mobile store for assistance. In April, I went to a T-Mobile store with proof of the return shipment (reference available). After making some calls, the store representatives informed me that they could not assist me either, as the account was no longer active, and recommended I dispute the charge with my credit card company. Unfortunately, my credit card issuer could not process a dispute because the transaction was beyond the 90-day window. I made a final call to T-Mobile on May 2, 2024, seeking resolution but was again unable to recover the charge. I am reaching out to you as a last resort to request the refund of $397.50 for the equipment I returned, in accordance with the instructions provided by T-Mobile. I sincerely hope you can assist me in resolving this matter. Thank you for your time and consideration.
Switch Rebate Link Never Sent to Us/30 Days Has Expired
Anyone else have this occur...We switched from AT&T to Tmobile in February. The salesmen at our local store never submitted our rebates and was never explained that we would have to file for them via a link which we never received. I got a bill from AT&T for our mobile phones that Tmobile said they were paying off for us. We called customer service and they told us we would have to talk to the manager at the Russellville, Arkansas location. She will not talk to us and is "never in." We suddenly got the link for the rebate last week. It's PAST THE 30 DAYS! When I try to complete the form, at the end I receive an error that says my Tmobile account is not current. It is current, it's auto drafted from our checking account. I am very frustrated because AT&T is going to want their money!! Suggestions???
over payed
On April 11th I set a payment arrangement for 598.00 to paid on april 15th. I paid 300.00 dollars towards the 598.00 thinking on the 15th tmobile would take the balance. They took the full amount of 598.00. so i paid a total of 898.00. I couldnt afford to do that and got a refund for the 300.00. Now I owe 536.00 and the system wont let me set up an arrangement. The system states i owe 300.00 dollars. The tmobile reps are saying because i have a past due amount of 300.00 and its past30 days there's nothing they can do. The arrangement was satified in the full amount of 598.00. Someone please help. I have been a costumer for over 15years
Closed account with zero balance. Sent to collection 1yr after closing.
To Whom It May Concern, I am writing to formally file a complaint regarding the mishandling of my T-Mobile account, continued unauthorized charges, lack of notice, and a resulting erroneous collections report that may severely impact my ability to secure a VA Interest Rate Reduction Loan (IRRL). In September 2023, I began the process of responsibly closing my T-Mobile account after transferring service to Verizon. I kept the account active only long enough to pay off device balances and allow number porting. Once that was completed, I confirmed in-store that the account was closed using my husband's phone (still on T-Mobile service at the time), and I received no indication of any further balance due or remaining obligations. Despite this, T-Mobile continued to autopay my credit card for approximately nine months, charging around $80/month—even though the account was inactive and unused. No texts or emails were sent to notify me of ongoing billing. I discovered this only when I reviewed my credit card statements months later. Upon calling T-Mobile to resolve the issue, I was told I could not access my account without a PIN, which could only be sent to the closed phone number. I then went into a physical store, where staff confirmed the account had not been used since the date I originally closed it. A credit request was initiated by a manager, and I was assured a refund would be mailed. No refund was ever received. Subsequently, my credit card had to be replaced due to fraud, which halted the erroneous autopay charges. I did not update T-Mobile with the new card because, again, the account was supposed to be closed. Months later, I was shocked to receive a call from a collections agency demanding over $320. T-Mobile had not notified me by phone, email, or letter that a balance was due. After numerous frustrating store visits and customer service calls, I was told the account had never been properly closed and that it was now too late to dispute the charges internally. I was left with the unacceptable choice to either let the collections report damage my credit—or pay the balance for services I never used, never authorized, and was never notified about. I chose to pay the balance in fear of losing my chance at a lower mortgage interest rate through my IRRL. This situation, caused entirely by T-Mobile’s systemic failures, has caused me immense stress and financial strain.
Billing issue
Hi everyone, I just found out that T-Mobile has been charging me for two lines I never authorized or used for the past 14 months, totaling $187.60. These were added without my knowledge at a T-Mobile store in Brooklyn in March 2024. Customer service only offered me $100 back, saying they can’t refund more than 3 months. That still leaves me short $87.60, and I don't think that's fair since I never agreed to these charges. I’ve asked for the lines to be removed and a full refund, but I’m still waiting for a proper resolution. If it doesn’t get resolved soon, I plan to report this to the FCC and BBB. Has anyone here dealt with something similar or had luck getting through to T-Mobile Executive Relations? Thanks, IlyesPayments
Find it funny how if someone is down and out and between jobs, TMobile shuts off their way of payment and will shut you off then demand another form of payment with a 20$ reconnect fee.... I already filed a complaint with the FCC and waiting to hear back. Can't shut someone's means of payment off and expect payment when my debit card comes out of that account... but obviously TMobile has no brains on how things work... and I don't have a credit card.Switched to Tmobile and about to go back because Tmobile spams me
STOP spamming with your texts and emails to sign up for your app! It's only been a month, but I will 100% transfer my 7 lines back to Verizon for their $25 a month plan. I've opted out of all your marketing but still receive messages from you. I've blocked your texts as of today. I'm about to block email correspondence too.
Lied to about phone charges.
My wife and I went into the store on February 22 with our 2 kids in Lenoir City TN. We wanted to review and plan and see about a new plan. The two ladies working told us about the promotion and we could upgrade our phones at no additional cost a month. We upgraded our phones and changed plans to lower our bill. When looking at my upcoming bill it is actually $30 more a month than I was paying before. I went to the store today to discuss and hope to get it fixed but was told what the problem was and I needed to call 611. So while driving home I called 611 and tried to discuss with the rep that answered and he said he didn’t see anything wrong with our account. His supervisor got on the phone and said we are on a contract and nothing can be adjusted. We are being charged $22 a month for our phones, which was told no monthly cost. Our bill is $100 more a month then what was agreed upon in store. This is horrible customer service and right next door to your store is a Verizon and AT&T. James at the store told me to go talk to them if I didn’t like how TMobile did business. Would really like to speak with someone about this. I have been with you for over 5 years.