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Where is my account ?
Since the end of March I’ve been on medical leave and my benfits pmt was anything but smooth so.. I got behind on my bill HOWEVER .. I made a 331.00 pmt and my line turned back on . The 7th another one hundred and something, my money came in on the 9th and when I went to make my pmt it’s like my account had disappeared and as if my number never existed. I love my service with T-Mobile and I would like to pay my bill and continue on. I don’t know how im suppose to do this , like 611 doesn’t even work.. what do I do ?!
T-Mobile Billing issues for months & constant lies from Rep's
I have been a customer with the company(T-Mobile)for almost 12 years. I upgraded in March 2025 and the last upgrade was about 5 years prior, Which I don't usually upgrade due to the reasons I am about to explain. So I upgraded 2x phones which I have had for a long time with T-Mobile. I brought a paid off phone from Verizon. I also added internet along with adding an additional line(Was told it would be free but has been a nightmare). Along with upgrading my phone lines I added home internet and the Sync tracker because I told it was free with the lines I upgraded. So after upgrading I have had nothing but issues with my bill. It has been over $150 from what I was told in the store. I have visited the store multiple times which then says T-Mobile will call you. Well I never receive that call. So I as the customer have to call and figure out the mess up from T-mobiles end. So when going line by line with the customer rep in the store it seems the tracker they added to the bill i never received. I just picked up the tracker from the store May 4th. Which again I upgraded March and I have a receipt the store "Forgot" to give me. Then my trade-in's didnt have the correct credits. So I called again. I said my bill is supposed to be this amount I need this fixed because I am not paying $150.00 more than I was told. I saw that reflect on the bill and was told no worries we will call you back to find out the issue. Time goes by no call. I then see the new bill is even more!!! I call again. It seems a free line I was supposed to get I was being charged for! I was double charged for Hulu & Paramount as well. How this happened only the lying Reps would know. So I call AGAIN and say hey my bill is not correct. I speak with a rep yesterday 05/21/2025. They said we see you have called a bunch of times and you have been a customer for almost 12 years. We want to take care of you yada yada lies like always. I then tell the rep why I'm calling and what I was promised and needs fixed. The rep said it will take a couple hours to fix everything so to respect your time how about I call you at 5:00PM EST which this rep was in Central time. I said no problem I look forward to the call and resolution. I receive the promised phone call at 5:00PM EST- AWESOME FINNALLY THEY FOLLOW THROUGH WITH WHAT THEY SAID. We are talking about what the rep fixed and was able to do. The rep said I added that free line which you were supposed to have at the time of your upgrade. I also gave you the correct Market value credit for the phones you traded in. They rep also stated because I have been such a long time customer they were doing to give me a 20% overall discount to get to the promised monthly payment I was promised at the store at the time of upgrading. The rep said the change will show 24-48 hours after they fixed the issues to reflect on the bill. Great I look forward to seeing by bill being what I was told after months of issues. But with all the issues I have faced so far I asked the rep many many times before getting off the phone, Are there well detailed notes about everything we just talked about. The free line that was fixed. The 20% discount as well for all the issues I have been facing and the rep said multiple times. Trust me we are going to fix this and I documented everything we talked about. I said I just want to make sure in case I need to call and speak with another rep. Which again I have had nothing but issues in the past couple of months. The dang rep even set up a follow up call on the day my next bill is due to make sure everything I was promised was showing on my bill. THIS PART GETS EVEN BETTER! Not even 24 hours later!!! 05/22/2025 I get a text message saying your free line promotion was cancelled because you aren't eligible. Hold on I was just told the day prior I was? So I called T-mobile AGAIN!! I explained to the rep the situation from the prior day with the other rep and guess what!? The rep didnt put any notes in! After I asked many times are their detailed notes in the system. I was told yes, yes, yes Please trust me and guess what, T-Mobile couldnt even wait 24 hours before lying again! So I go through my pitch again with all of the issues. I know line by line what my bill should look like with credits and free lines and so on. Like I as a customer shouldn't have to know every single line of my bill how promotions should be added or credits etc. So with going nowhere with the rep and no notes from the previous day call with that rep I said I need your manager. I then get transferred to Benjamin from Oklahoma(Manager)- He wouldn't give me his employee number either. He said he spoke to the rep I talked with yesterday and they were telling him another story. They didn't offer a 20% discount on my bill, Blah blah blah. I told Benjamin lets get the rep on the phone. He said we physically don't have the capability. So hold on we can fly to the dang moon but cant add a third person to a call?? Sounds ridiculous. I said lets listen to the phone call from yesterday because I KNOW ITS RECORDED!! He said I can't do that. So he said he would be having his upper management call be. I said what day and time. He replied- "With in 72 hours". Now lets go back to the rep who scheduled a follow up call, but your telling my upper mangement doesnt have that capability? Hmm funny that a lower level rep can but upper management cant. So T-Mobile let me ask you a question, As a customer of 12 years and paying my bill on time every month. Why do you have employees promising things and not delivering? I would love to sit down with someone and listen to the call with the rep who lied to me then a day later lied to a manager. Its just absolutely stunning your company does this! Honestly, please listen to the call I had with the rep and you will be disgusted with what your reps are promising and not following through on. I would love a call from someone in corporate because crappy customer service in 2025 is not a negotiation it's a must that if you don't deliver what you promise another company will take your business. Especially with AI here. Companies will pay trust me.
Terrible customer service sold a lie.
We've been a customer for nearly 25 years-originally with Sprint who merged with T-Mobile. On 2/28/25 we decided to try the Go 5G Next plan to take advantage of all it had to offer. What sold us was the yearly free upgrades and streaming benefits. We had 5lines and were told with paperless billing and our 15% government discount each line would be $45 each. The promotion at that time was trade-in any phone, any condition for a FREE iPhone 16, and we took advantage of that, as well as adding home internet. The representative at our local T-Mobile store was very helpful and broke everything down for us so we knew exactly what we're supposed to be getting and paying for. Once our first bill arrived, the nightmare began. We've been overcharged, taken off the Go 5G Next plan, our government discount was removed and never applied, still paying for FREE devices, 10 days without any data services, charged $165 in "future dated" fees for a service that we were only able to use for a week, being charged $85 for two of our lines when they were supposed to be $45 each. I've been bounced between our T-Mobile store and customer care 8 different times. Our in store representative and manager have fought on our behalf and are baffled at the lack of customer service and refusal to make everything right. I've spent at least 7 hours or more on the phone with customer care trying to get everything correct. All I'm asking for is to receive the service and prices I was promised and agreed to. I never had any problems like this with Sprint and regret ever changing to a T-Mobile plan. Horrible customer service, and sold a lie. I want to give back our 4 new iPhone 16s, cancel services, and take our business elsewhere.
Wrong information by customer service! Scam!
I started a plan with T mobile only a month ago by the end of march 23 switching from atNt expecting a better line, the next day on march 24th i inquired from customer service via phone about the device iPhone 16, he did business talk to me giving me some scamming information, he told me i am eligible to have their promotion of iphone 15 for free just pay $100 plus the tax of the iphone if i will add another line and upgrade my previous plan so instead of paying $80 for 2 line per month, i have 2 pay $90 and the contract will be 2 years, i asked him multiple times if its really free and i have to pay $100 only plus tax and he said yes.. so i agreed with the contract. The next billing i was billed with $148 dollar due to tax, $25 cause of changing plan the one i upgraded, and $26 for the iphone, when i checked the app it shows i have to pay $26 every month for 24 months??? So i called CS again to have it look as it was recorded call and the next CS i spoke with told me that there are no promotion like that but shes sorry for the wrong info the previous customer service gave me and she can offer me another plan to upgrade so that the phone will be free again and this time the upgraded one i need to pay $130 dollar including auto pay instead of $90 dollar i previously agreed on. I asked to make a complain cause i want to undo the contract as that is not what i agreed on, but the CS told me they cannot do that because its more than 14 days already but its after 14 days the bill was provided? So i want to escalate a complaint but as per them they can make an email of complaint but i cannot follow up on it, so how will i undo the contract that was not i agreed on? It wasn't my mistake you Tmobile offer me this promotion? And you can trace the call we had by that CS cause its recorded right? Now why can’t you help me solve this??? Its a scam to have a person sign a contract then change it after next billing, i trusted your company when i called CS and sign through phone, Now nobody i can talk to about this escalation?
Legacy Plan Price Increase - Former Employee of 9 years
I’ve been a loyal T-Mobile customer for years, and I’m always on top of my wireless billing, managing my account online without ever missing a payment. I recently learned about a price increase to my legacy plan, but not through the proper channels. T-Mobile claims they sent a text notification on 3-13-25, but I never received this text or any email. When I called customer care for clarification, I was met with a scripted and condescending tone, essentially brushing me off by reiterating that the text was sent. As someone who just added two new lines to my account on 4-16-25, I also wasn’t informed of the price increase then. When I asked for a price adjustment due to the lack of communication, both customer care and a supervisor gave me the runaround, offering no resolution.The lack of transparency and dismissive customer service has left me incredibly disappointed. I own all of my devices, so I’ll be porting my numbers out to a different provider soon. As for the two new lines, they’re still within the buyer’s remorse period and will be canceled. This experience only highlights how T-Mobile has lost touch with both its loyal customers and employees, just as they did during the Sprint merger.
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
