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Can 1 year old prepaid card still be used?
Hi, Last year, in September I was traveling to US for the first time and I took a T-Mobile prepaid card to have unlimitted mobile data. I was in US for 3 weeks and then left. Time to time I have been getting E-mails to refil the sim card, but I didn't. I plan to travel again coming September. Will the sim card still work if I refill it before arrival? Or the sim card are being deactivated after not refilling them for almost a year? Would be nice to be able to use it again, because the price including activation, etc was around $95, when the unlimitted mobile data plan itself was just $50. I don't want to pay again for those. BR, Timo
Escalated issue- no resolution over a year
Hello, I hope this email finds you well. My name is Ana Victoria Flores, and I am writing to bring to your attention an unresolved issue regarding a refund that I was promised when I switched from AT&T to T-Mobile at the Eastlake location in El Paso, Texas, in March 2024. When I visited the store, I informed the representative assisting me that I had a payoff balance of approximately $1,500. He assured me that as long as I submitted the necessary screenshots, I would receive a full refund for the amount once paid off. I promptly submitted the screenshots, but my claim was denied due to an error in the promotion. This required me to return to the store and resubmit the screenshots, further delaying the process. After waiting the advised six weeks, my claim was denied again. Upon contacting the rewards center, I was informed that the promotion was not valid and that the only applicable refund was $200 per line, totaling $1,000. Despite the lengthy wait, a customer service representative kindly assisted me by providing a $200 card and posting $800 to my account. However, the remaining $500 was to be resolved by the store manager. Since October 2024, I have made approximately ten calls to the store, attempting to resolve this issue. Unfortunately, I have not received any call back from the manager or any resolution. Today, I was informed that only $100 could be offered due to the six-month period having passed, which I kindly decline. I have been patient throughout this process, but I believe I should not be held responsible for the remaining amount, given that the issue stemmed from incorrect information provided by your representative and my repeated efforts to resolve it. I am seeking a resolution for the full amount of $497.90, as the manager's offer is insufficient. I am willing to work towards a solution that ensures the full amount is refunded. I appreciate your attention to this matter and look forward to your prompt response. Thank you. I sent this email to tthe regional manager Henry on April 23 and messaged a followup on the 30th and have not received a rescinded.
Phone service and Wifi it's not working for a whole month
Since the beginning of May, I've been experiencing issues with my phone service and my home internet. I have reached out to customer service for both issues and their employees have been nice and helpful but my issue hasn't been solved; I have done everything with my phone they did a cleaning on the Esim card, they have made me reset my network settings, they have checked the area for any issues and every time they have told me that there's none. When it comes to the internet I have even changed for a new box before I used to have a black box, now I have the white one that supposedly was the issue, but also that hasn't worked either. For the wifi, I have reset to Fabric multiple times and they have done some stuff on their own to help with it but the box keeps saying there's no signal. I do not blame the staff because they have been patient and nice but the company. I do not want to sound like a Karen but I have been a customer for 4 years and it is disappointing that for a month I have not gotten any solution but still they keep charging me for something that is not working properly. Unfortunately, I might have to switch to another company something I didn't want to do because I like T mobile but this has gotten too long and I'm tired of calling and not getting either an answer about why this is going on or how to fix it.
T-Mobile Travel
I tried to book an airline ticket through T-Mobile Travel. I entered all my information and waited and waited. Finally, I got a message onscreen saying the transaction had failed to go through. So I refilled out the information again. This time the system approved the transaction. Then I got two emails confirming the purchase of TWO airline tickets. I called T-Mobile immediately to reverse one of the charges. T-Mobile operators do not know anything about T-Mobile Travel. The only way to contact them is through their chatbot! The called 4 timers today leaving messages asking me to return their call. When you dial the number they called from a voice prompt asks for the extension number, which they don't give out. So a phone company won't let you call the back. I wasted over 6 hours trying to resolve this problem today. I used the chat function on T-Mobile's Travel website. I kept asking the agent to talk to a supervisor. They would not tell me their name, what country they were working from, or how to file a formal complaint. I am ready to switch carriers.Another Run around by tmobil
Another run around by tmobil. Apple website says only a carrier can unlock your phone. I purchased the phone from t-Mobil in 2019. You are the carrier. Really do people go outside of the company to ourchase a phone when they are with a company? I we have been a tmobil customer since 2016 and we purchased the phone in 3019. You guys are giving me the worst customer service ever. Your records are not available because your records only go back to 2020. Is that the customers fault that you don’t keep accurate records of phone purchase for a reasonable time. 5 years is not sufficient to keep phone purchase records. I take my childrens old phones all the time and I am still using one of outlrbIphone 11’s. Tmobil has zero accountability to customer satisfaction I regards to unlocking my phone. See Apple information below!!! Contact your carrier 1. Only your carrier can unlock your iPhone. Contact them and request an unlock. After you submit the request, it might take a few days to complete. Contact your carrier to check the status of your request. 2. After your carrier confirms that they unlocked your iPhone, follow the steps below. If you need to activate an eSIM from a carrier other than your current carrierUNLOCK PAID FULL PHONE REQUEST
o: T-Mobile Customer Care Date: May 13, 2025 Dear T-Mobile Customer Support, I spoke the call center multiple times on Sunday, May 11, 2025 from between 7:30 and approximately 10:45 pm. Each representative appeared to read the previous persons's notes and recite what they said. No one used critical thinking skills to help resolve the matter. All intractions were frustrating and it appeared that the representatives were not trained properly and not interested in resolving a problem that should have not existed in the first place. Last four of phone 1994. I am writing to formally request that T-Mobile unlock my Apple iPhone 11, which was purchased through T-Mobile in November or December of 2019 and paid in full approximately two years later. According to T-Mobile’s own device unlocking policy, devices are eligible to be unlocked once they have been paid off in full and meet basic usage requirements. My iPhone 11 meets these criteria, yet it remains locked due to no fault of my own. At no time during or after payoff was I informed that a manual request to unlock the phone was necessary. It is both unreasonable and unacceptable for T-Mobile to place blame on the customer for not requesting an unlock when, in fact, T-Mobile failed to act on their own stated policy. This failure is compounded by the fact that the device was paid off during or shortly after the COVID-19 pandemic began—a time when many systems were understandably delayed. However, that does not excuse the current refusal to resolve the matter properly. Most troubling is that during my recent call with your support team, a representative wrongly claimed that I had not purchased the phone from T-Mobile—despite being a loyal customer for nearly nine years and purchasing all of my devices through T-Mobile. This behavior is deeply unprofessional and borders on gaslighting. It is the responsibility of a service provider to maintain accurate records and to assist customers in resolving issues, not to discredit or shift blame onto them. Therefore, I am formally requesting: Immediate unlocking of my iPhone 11. A written explanation for why this issue occurred. Confirmation that the matter has been resolved. This experience has caused unnecessary frustration and raises serious concerns about T-Mobile's accountability and customer service. I expect a prompt and professional resolution within 2 business days of receipt of this complaint. Failure to do so may result in a formal complaint to the FCC and other consumer protection agencies. Sincerely, See Log on name
I payed to activate 2 lines
i paid the 90/month for the two lines and they added an extra one which led to my phones being suspended two days after said payment. I’m literally so frustrated because i keep getting on the phone with them and even when in the store and they’re just asking me to spend more money on an EEROR THEY MADE. I HATE TGIS COMPANY AND JUST WANT MY MONEY BACK SO I CAN SWITCH.
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???