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Why am I paying for 2 - 3 protection plans & If My phone’s NOT listed how do I know what to pay?
I have been a LOYAL T-Mobile customer for approx. 22 years – in no way should ANY of us have to go through what I have been through as a T-Mobile customer: I originally had a LG K20 Plus. I bought a new phone in Feb/March 2024 – I contacted T-Mobile to let them know I have a new phone Samsung Galaxy XCover6 Pro. Under the “T-Mobile Deductible and Fee Schedule” sent out to the customers on February 19, 2024 (They send them out TWICE a year) – My phone was listed under TIER 3 - $13 (Plus applicable taxes). I’ve attached documentation BELOW from the LAST THREE “T-Mobile Deductible and Fee Schedules” (Feb. 19, 2024 / Sept. 20, 2024 & Jan. 29, 2025) Then, starting with my March 2024 bill – They billed me $19.60 for 1 protection plan, The April 2024 bill was - $18.88 listing TWO protection plans! (I ONLY HAVE ONE PHONE!); May 2024- $16.51 – 2 protection plans; June 2024 - $15.06 – 2 protection plans; July 2024 - $19.60 – 2 protection plans; August 2024 - $18.88 – 2 protection plans; Sept. 2024 - $13.51 – 2 protection plans; Oct. 2024 – $11.33 – 2 protection plans; Nov. 2024 - $11.47 – 2 protection plans; Dec. 2024 – $11.47 – 2 protection plans; Jan. 2025 - $10.83 – 3 protection plans. SOMEHOW I NOW HAVE THREE PROTECTION PLANS!! I ONLY HAVE ONE PHONE! The Supervisor/Rep - said I'm on Tier 5 - which is $18 - WHAT? NO - I am Tier 3 and as the supervisor =himself said my phone is now "old" - I wouldn't be on that Tier and I was NEVER on that tier since I bought the phone according to the Assurant Schedule. Today - 2-8-25 - received my bill - again incorrect - called T-Mobile. Eventually, as usual, had to ask for a Supervisor. The Supervisor/Rep - said I'm on Tier 5 - which is $18 - WHAT? NO - I am Tier 3 and as the supervisor himself said earlier in the conversation when he say the make/model of my phone - that my phone is now "old" - I wouldn't be on that Tier anyway - AND I was NEVER on that tier since I bought the phone as according to the Assurant Schedule of Feb. 19, 2024 - MY PHONE WAS LISTED on Tier 3 - I asked EVERY REP and Supervisor I have contacted over the year to look at the 2/19/24 Fee Schedule that was sent to the customers - they don't know how or won't - I said to every one of them that I have scanned the page and highlighted my phone - let me send it to you via email so you can see and we can be "on the same page"- NO, they said you have to mail it - WHAT??!! - So there is no way for me to show them what THEY sent out to their customers and so no way to prove ANYTHING! The T-Mobile supervisor told me I had to contact Assurant - THIS IS AFTER being on the line with various T-Mobile reps and Supervisors for 1 hour and 42 minutes and 25 seconds!! to find out what TIER I’m on as my phone is NOT listed on the Fee/Deductible schedule they send out to the customers dated Sept. 20, 2024, AS WELL AS the latest one – dated Jan 29, 2025. So, I called Assurant after I hung up – Got a representative – went through the verification process – again explained the problem and then I asked the rep 3 questions: What Tier am I on? Why is the phone not listed on the Fee and Deductible Schedule? And WHY does it say I have 2 and now, as of this bill - 3 protection plans – I ONLY HAVE ONE PHONE!? He finally told me I was on Tier 3 – Great! - how about the other 2 questions - He told me I have to contact T-Mobile –WHAT – THIS IS AN ASSURANT QUESTION – T-Mobile sent me to YOU! So, Because I don’t want to end up on Snapped, Dateline or 20/20 – I asked for a Supervisor. He put me on hold and then after being on the call and then put on hold – I hear a dial tone – They hung up!! That call was: 24 minutes and 24 secs. TOTAL TIME TODAY – 2-8-25 - ON THE PHONE W/T-Mobile/Assurant – TWO HOURS – SIX MINUTES and 49 SECONDS. FYI: I was told by one of the myriads of T-Mobile reps I’ve spoken to – that they have a policy that a customer should NOT have to call more than twice - preferably once – to solve a problem with Service etc. – I have called EVERY MONTH for almost a YEAR! HELP!Sathyme11 days agoNetwork Novice45Views0likes0CommentsMessages
Why does it show 127 on my husband's message log instead of the number he text or the number who text him.Annea20 days agoNetwork Novice190Views0likes4CommentsUsage text messages
So I was looking at my son’s phone bill this evening and it says he has sent over 500 messages. I go to look snd the number are showing up as my number but I know I haven’t texted him. However looking back to last months bill it says the same thing: my numbers at times I know we weren’t texting. Does anyone know how to find out who he’s talking to? And how to get it off my number and show the correct number?Devotedluv25 days agoNetwork Novice91Views0likes0CommentsCustomer Support talking about Personal life and not answering the issue requested
My wife and I called T-Mobile the night before my cruise to inquire about roaming and data charges in Jamaica, the Cayman Islands, and Mexico. The representative who took our call began discussing personal issues, including being dumped on Christmas and wanting to harm his partner's boyfriend. He was more focused on his personal life than helping us with our inquiry. After about 30 minutes, he finally informed us that it would be $35 per line but failed to mention that data was free up to a certain limit. He then resumed talking about his personal life, so we hung up. The rep tried calling us back twice, but we did not answer. It was very disheartening to have someone delve into their personal life like that over the phone. We did our best to handle the situation, but it was unprofessional and put us in an awkward position. We received an email from Jaz asking to discuss the situation, this email was received while on the cruise. We have now but responded twice, we received no reply. We want to talk to someone about this matter.near20992 months agoNetwork Novice112Views0likes1CommentClaim for Incorrect Charges
Dear T-Mobile Customer Service Team, I am writing to formally file a claim regarding incorrect charges on my account related to a smartwatch I purchased for my son. The device in question was returned to the store shortly after purchase due to mechanical defects. At no point was I informed by the store representative that I needed to call to cancel the internet line associated with the device. Despite not using the service, I have been charged $17 per month for the internet line and $13 per month for device insurance since January 29, 2021, totaling $30 per month for 37 months. Yesterday, I contacted your customer service team, and they deactivated the line with the number 1516. I was informed that the system shows clear evidence that there was never any internet usage or service consumption on this line. It wasn’t until January 13, 2025, during a visit to one of your stores to address a different issue, that a customer service representative identified this active line and the associated charges. Given that the device was returned and the service was never utilized, I am formally requesting a refund for the charges from January 2021 through January 2025, amounting to a total of $1,110 ($30 x 37 months). I kindly ask for your prompt attention to this matter and look forward to a favorable resolution. Should you need any additional information, please feel free to contact me at the phone number associated with my account or via email at (insert your email address). Thank you for your assistance, and I look forward to your response within a reasonable timeframe. Sincerely,cfigueroa2 months agoNetwork Novice68Views0likes0CommentsSet up payment arrangement but forgot to change card before due date
So I had set up a payment plan last month due to falling on hard times, I realized yesterday I needed to change my payment method to be able to pay the first installment which was due today 1/12. I do to the payment arrangement and I can’t make any changes to the payment method because it’s already being processed. Basically the account it’s trying to charge doesn’t have money so it will kickback. I’m just wondering how long it takes to kickback, when it does kickback will my account be automatically suspended or can I change the payment method once it kicks back and be fine before it suspends? Or should I try just contacting support before it even kicks back to see if they can change my payment method thanksEspen12 months agoNetwork Novice107Views0likes1CommentTrade-in Scam
As a new T-Mobile customer, I feel completely blindsided by their trade-in process. I traded in my iPhone 13 Mini for a brand-new iPhone 16 through customer care, all done online and over the phone. I was promised an $830 promotional credit, but instead, they claimed “water damage” on my trade-in and took away the promo, forcing me to pay for the new phone in full. To make matters worse, I didn’t even find out until after the 14-day return window had passed. They dragged their feet returning my device, and I didn’t get it back until three weeks later—too late to return the iPhone 16. Now, my once-pristine iPhone 13 (they returned it with gouge marks on the charging port, a mystery to the manager at a local store) is basically worthless unless I upgrade to their most expensive 5G Next plan and trade it in “in any condition.” That would cost me $53 more a month just to salvage something from this nightmare. I’ve spent hours on the phone and in chats trying to resolve this. Customer care even promised to manually apply the $830 credit because of my situation, and I have a screenshot to prove it. But they still refused to honor it. Yesterday, I went to a T-Mobile store to get help in person. The manager and a very patient salesperson spent two hours fighting with me through customer care, but T-Mobile wouldn’t budge. There’s no recourse here. It’s your word against theirs, and even with proof, I have no leg to stand on. I was told this offer was only available online, so I couldn’t bring my phone into a store to confirm its condition beforehand. If I could’ve done that, I would’ve never bought the new phone. This feels like a bait-and-switch, plain and simple. T-Mobile has shown me zero loyalty as a new customer, and I’ve wasted so much time and energy trying to fix this. If anyone else has experienced something similar, contact me—this might need a class-action lawsuit to hold them accountable. Let’s get the conversation going. Customers deserve better.Elabry2 months agoRoaming Rookie194Views0likes0CommentsBilling Cycle Starts before device is shipped & received
I have requested a new 5G Home internet on 12/13/2024 and the devices was received on 12/20/2024 and activated on 12/21/2024 but T-Mobile created a bill starting from 12/14/2024 which is stealing money from customers for a 1 week which they did not provide service. When I asked to cancel the service on 12/24/2024, they are asking to pay $55 on next month and citing that a credit will be issued later. I need T-Mobile responsible for this inconvenience. Now I need to take additional burden of re-shipping the device which was not used more than 3 days of internet service, additional time spending for calling/creating comments and a payment of $55.ranura2 months agoNetwork Novice126Views0likes2CommentsOutrageous Bill from a Cruise. Please help.
I went on a cruise in November. Thought I had international calling bought an extra plan that was text to me from T mobile when I was notified that my bill was $100 over. I also purchased the ships Wi-Fi plan because I am currently in school and need the Wi-Fi. 3 days into the trip I got a notification that my bill was $700 over I at that point contacted T-Mobile and was advised that the charges were valid and that there was nothing they could do. I was also told to turn my airplane mode on, and it would stop the charges Three days later I get another text from T-Mobile saying that my bill is now $1700. After making every attempt to avoid these charges, I still incurred them. I have reached out to T-Mobile multiple times to resolve this bill by paying my bill plus an extra $200 to $300 more a month than my monthly bill, until the balance is settled. This is what I can afford. I am being denied of that. I have been a T-Mobile customer for many years. My bill is typically paid on time. I am disgruntled at how I am being treated. If anybody has any situation similar please reach out.TIA.kstarr94793 months agoNetwork Novice162Views0likes1Comment