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Expecting an adjustment, deposit refund, or payment refund? Learn more below.

Adjustment

When you're expecting an adjustment on your account, know the following:

  • Still pay the total amount due on your bill to avoid fees and service interruption.
  • Any adjustment you receive will be on your next billing statement. Learn how to view your bill and see what's impacting it.
  • You can find the adjustment listed in the Monthly Summary under Credits & Adjustments.
  • The amount will be deducted from Total Current Charges.

 

Deposit refund

Most deposits can be returned after 12 months of active service if your account has stayed in good standing and is not past due.

  • Returned deposits are applied to your account balance first.
  • Interest is applied on deposits at the rate the law requires.
  • We refund deposits on final credit balances upon request unless otherwise required by law.
  • Canceled accounts must wait a minimum of 30 days with no payment or charge activity before any credit balance can be refunded to allow time for final charges to be billed.
  • You can request any remaining deposit credit balance to be refunded to the original payment method or prepaid card.

 

Payment refund

To request a payment refund, contact T-Mobile Customer Service. You'll need to be the account holder or an authorized user and able to verify the account.

  • Payments older than 12 months from the date of request are not eligible for refunds.
  • Some credit balances aren't eligible for a payment refund and will apply toward your future monthly charges.
  • Canceled accounts must wait a minimum of 30 days with no payment or charge activity before any credit balance can be refunded to allow time for final charges to be billed.
  • Once your refund request is submitted, Experts will provide you with the refund decision. Some situations require manual review, which is typically completed within one business day, and decision results are sent via text message.
Refund requests
Refund method Refund Requirements & Time Frame
Checking/Savings account
  • Refund can only be requested by the account holder.
  • Accounts with a recent history of returned check payments may have the refund held for 7 days to allow time for the payment to clear before refunding.
  • If approved, your refund will typically be deposited within three business days from approval date.
Credit/Debit card
  • Card payments can only be refunded back to the original card.
  • If approved, your refund will typically be deposited within three business days from approval date.
Prepaid card
  • Refund can only be mailed to the account holder.
  • If approved, your refund will typically arrive within 10 business days by USPS ground mail from approval date.

 

Refund decline

If you received a text message saying your payment refund was declined here are some common reasons why.

Reasons why a request may be delined
Text message Decline Reason(s)
TMO Msg: You recently requested a refund of $XX.XX. However, your account is not eligible for a refund because a payment has been returned unpaid.

A recent payment on your T-Mobile account was returned unpaid. Check the status of your recent T-Mobile payments with your financial institution.

TMO Msg: You requested a refund of $XX.XX. However, your account is not eligible for a refund as the credits issued will apply toward future billing.

Some credit balances are ineligible for a payment refund and will apply towards your future monthly charges.

TMO Msg: You requested a refund of $XX.XX. However, your account is not eligible for a refund.
  • You may have requested a refund back to a card or payment type that wasn't the original payment method.
  • A one-time PIN may not have been verified if you requested a different refund method.
  • There may not be a credit balance on your account, so a refund can't be issued.
  • The refund request is not allowed due to policy.

If you don't believe your account fits any of these situations or you need further support, contact T-Mobile Customer Service.

 

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