Forum Discussion

wilbanksjulie00's avatar
wilbanksjulie00
Network Novice
3 months ago

Why can't I just cancel it??

I've been trying for months to get access to my prepaid account just to cancel the service. I NEVER ACTIVATED the phone number I was assigned and have been charged for 5 months for a service I'M NOT USING. I already know I can't get a refund. I just want to cancel the service. Here's the problem: online account login requires a phone to send you the verification and when you call customer service, the automation HANGS UP if you don't enter a 16 digit PIN that I don't have.

I have the phone number but for some reason, that information is completely useless. It doesn't matter that I am the account holder. I don't have the ID so I can't do anything. Am I missing something? Am I just going to be forced to pay for this imaginary phone forever? It's due again in 4 days. WHAT DO I NEED TO DO?

 

  • gramps28's avatar
    gramps28
    Router Royalty

    Quit paying and the line will automatically cancel after 60 days of non payment. If you signed up for auto pay remove it from the  payment method. 

  • syaoran's avatar
    syaoran
    Transmission Titan

    You can try reaching out to T-Mobile via DM on Facebook or Twitter to see if they can help you gain access to your prepaid account.