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T-Mobile Took My Money and Refuses to Refund It!
I’m sharing this because customers deserve transparency and fair treatment. On March 5, I ported out my T-Mobile number, which automatically canceled my account. I had a $54.51 balance, so I contacted customer service about a refund—only to be told it would be denied because my account was closed. - I was NEVER informed during the porting process that I’d lose my remaining balance. - I was told to submit a refund request anyway and would get a response in 5 business days—but after 15 days, nothing. - When I followed up, they “lost” my request and made me submit another—which they said would be declined again! - No reference number, no written confirmation, just runaround after runaround. T-Mobile has no right to keep customer money without warning us first! If this is their policy, why not inform customers before we port out? T-Mobile, do the right thing! This isn’t just about $54.51—it’s about fairness. Who else has had a similar experience? Let’s make our voices heard!
How to change SSID and PW?
I just received the T-Mobil 5G Gateway G4AR-1 and Access Point as part of the Home Network Plus package and am getting phenominal speeds (750 down, 125 up). On the back of the router there is an IP address and admin and admin password. However when you put the IP address in it comes up to absolutely garbage stuff with no access to any settings. It tells you to download the “T-Life” app, which also gives you no access to settings. I guess my question is, can the SSID and/or factory password be changed somehow?Customer service response resolution
I recently I went into a store to upgrade my wife and I's iPhone. We were told we can stay on our current rate plan and trade-in both our iPhone 13 pros for $750 credit, that would be split over 24 month installments. Looking at my bill I'm only receiving that credit for one of my lines. Called into customer service and they won't resolve.They are saying, even though one of the lines was set up the correct way the other line does not qualify, even though it's the same phone that was traded into the same plan on the same account. There is no way I would've traded in both of my phones just to receive one promotional credit that is not what I was promised and now I'm out an iPhone and $750 that I now have to pay on my bill, someone needs to reach out and fix this.T-Mobile Internet - $200 Pre-Paid Mastercard - STILL WAITING
I switched to T-Mobile Internet over 3 months ago. The $200 Pre-paid Mastercard within 10 weeks was an incentive that led to me making this choice. It has been 12 weeks and I have not heard a thing. Has anyone had a similar experience? I am preparing to switch back to my previous provider if this is how they treat customers.Change Community username
Having a username is integral to being able to ask questions and provide answers here on the Community. We want you to have fun and be as creative as you like when creating your username. There are a couple things we want to avoid: Don’t use your phone number or email address as your username - everyone can see it and we don’t want it to put your information at risk. Stay away from using foul language – This is a family-friendly zone and we want everyone to be comfortable coming here for all the greatness that's offered. We understand that things happen and usernames need to be changed for whatever reason. That is why I'm here to help. If you need (or want) to change your username, you can post in this thread and include what you'd like your username to be. I'll get it changed and you'll see the updates within a few minutes. Easy Peasy :D
Billing & Customer Service
Called several times; after 48 minutes of "rest assured you have my personal guarantee"....we appreciate your loyalty of the last 10 years; yes, we understand and have found the issue; we are on it, rest assured your issue has been taken care of".....even spoke to a supervisor (Sam; employee ID 692981) who assured of a call back within 24 hours....and 3 days later, yet nothing. Very frustrating. Not sure I have the patience to start over an get on an hour long call of disingenuous pleasentness which leads to nothing....
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?
T-Mobile has cancelled my promo EIP
So it started with I changed my phone plan on 11/21. After that I upgraded my phones on 11/29. On January 29th they ended my Promo EIP which is 800 dollars spread over 2 years. My plan went up 32 dollars per month. I talked to T-Mobile and they said their is nothing they will do, not can do. They basically have committed Fraud by taking my phones without paying for them, nor will they return them. I have filed a complaint with FCC and my state attorney. Their will be a class action lawsuit if TMobile will not return my phones or give me my 800 dollars EIP either or. Please everyone talk to FCC and file complaints. This illegal actions needs to be brought forth and criminal charges filed.
PROMOTIONAL SCAM
I made a purchase based on a promotion,. You would received a 900 credit distributed monthly towards your bill if you purchased a phone, added a new line and brought your phone number over. I placed the order over the phone with a representative from sales and went over everything including the the monthly cost which would come out to $130.00 a month, The sales representative acknowledged that I would have no problem bringing the phone number over as I would have 30 days to this, I mentioned that this was a Christmas present and would not be able to transfer the phone number until 12/25, she said this was fine as this was within the 30 day period. I received the phone on 12/2/25 and transferred the line over on 12/25/25. I never received the promotional credit, I called in to T Mobile twice in January and no one could give me answer, both times they indicated that they would escalate the issue and someone one would call me back, I never heard back, I called in February and was told they didn't know why no one followed up with me and they would again escalate the issue, I finally heard back from Tmobile and they indicated they would not be able to apply the promotion, that I was outside of the timeframe to transfer the line and they only allow 14 days. I asked if they would be able to pull up the call because that is not what I was told, the representative said no and this was the final decision. I've wasted countless hours on the phone trying to figure this out all to be told there was nothing I could do. If I knew this would be a issue I would have canceled everything and returned the equipment within the 30 days allowed but because I kept getting the run around it went outside the time frame. Mind you I have been a customer for many years previously when TMOBILE took over Sprint accounts.
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