The owner of this accoun had a Galaxy S4 on an EIP plan.  He had the phone nearly a year, when he dropped it & he could no longer use it.  He took it to the only T-Mobile location in the area..  There, the owner of the store told him that he did not want to make the account holder pay the $175 deductible for a new Galaxy S4, when he could get him the Galaxy S5 cheaper, instead.  He also told the account holder that if he chose to pay the deductible, he would be waiting 9 days for the phone to arrive, perhaps longer.

At this point, J, decided that he would follow the store owners advice.  The store owner said that he was going to do something to trade the broken S4 in for a brand new S4.  Then the store owner would take the S4 when it arrived in 10 days and process THAT as the JUMP to the S5,,  That way, J got a brand new S5 today,, and he had nothing to worry about.

Color us surprised when a month or two later, the bill went from around $100, to close to $300. This included an out of warrranty charge, plus the EIP for the S4 AND the S5.  J has been contacting TMobile for months and all they will say is *there is nothing we can do, our hands are tied.*  He has called so many times.  Nobody has attempted to help us.

He was never informed of any of the se charges.  When I spoke to a manager on chat finally, the resolution was for the manager to call the TMobile store in the area and get his information, and do a handset investigation.  they said it would be resolvved ini 72 hours and they would call. Over 72 hours later, I contacted T mobile.  They told me that they had not called the store,, because it was my responsibility to provide them information.  About THEIR store.

I explained that the reason I did not want to contact them was because the OWNER of the store was the one who did this whole thing, and it seems like he made away with a brand new free phone.  Still, I was made to call.

I am told they will call me in the morning with a resolution to this problem.  I highly doubt they will call.

Any advice on how to fix this

Let's start off by saying that I would prefer if T-Mobile helped me save money on my bill by not paying millions to the Kardashians to hawk the service. There isn't anything Kim Kardashian can show in a 30 second ad that hasn't been seen before and in much greater detail. And at no cost. Please... save the money on the commercials and pass that savings along to the customers. You beat on pricing and the market will come to you in greater numbers. Thank you.

Next - I've been unable to manage my account, getting messages it's unavailable several times. Finally when it was available, I put in $45 to add to my account so I could get rid of a $5 deposit I can't seem to make go away. Now I know T-Mo and every company enjoys having money sitting in accounts not being used. I'm not slow. I put in $45 so I could hit the $50 payment number and pay my bill. For some reason, I get billed for $50 and the $5 remains in a "deposit" area. Any way to get this deposit refunded and just start from zero again?

I'm sure we'll be able to clear this up once T-Mo's computers can access my accounts again, even though I'm logged in. And hopefully if the commercials aren't aired, it could be an additional engineer and high speed server that can be added to improve service. Thanks for listening.

I have a ticket open with a rep named Talitha. I think I might have found part of the problem with not receiving billing texts and would like to notify whoever was working on that ticket.

Can you help?

Has to do with apps, and possibly SIM.

Thanks.

I have a t-mobile family plan with 4 lines. Some of the fees including  Federal Universal Service Fund, State & local sales tax are charged twice on both account level and each line level (five times). I don't believe that these double charges are disclosed clearly in the agreement.

The agreement says: 'I will be charged a monthly regulatory programs fee of up to $1.61 per line.' But it was charged again on account level for $3.

The taxes are charged on the account level and again on each line. So the total charges for 1 family plan is $20.93.

Line level (charged 4 times for 4 lines)

T-MOBILE FEES AND CHARGES

Federal Universal Service Fund

$0.05

Regulatory Programs Fee

$1.61

GOVERNMENT TAXES AND FEES

State & Local Sales Tax

$0.12

State 911

$0.90

Account level

T-Mobile fees and charges & Government taxes and fees

T-MOBILE FEES AND CHARGES

Federal Universal Service Fund

$3.00

GOVERNMENT TAXES AND FEES

State & Local Sales Tax

                                                                                                                                                                                                                                $7.21

I understand plans are being changed. Using support, I have been able to identify what each acronym stands for except "AAL". I know its unlimited talk & txt for $5, but not sure of the AAL. This is listed on each line, not the account package.

Hi,

I would like to submit a formal complaint regarding an agent in financial care.  I spoke to her around 5:00 AM CST on 3/4/15 for account restoration and I specifically advised to postdate the payment which she did not do.  This backfired and caused several issues.  I do not urnderstand why she would set the payment up to debit my account immediately which I advised her to allow 2 weeks.  How do I receive some type of follow up regarding this out side of speaking with a normal customer service agent.  Not to mention the numerous issues I have had with billing and service coverage.

Thanks,

Kendra

Hey Guys,

I've been on T-mobile for just a little over a year now, and I finally decided to take advantage of the JUMP! Program, and I'm regretting that decision wholeheartedlynow. I've been in communication with T-mobile, Assurant Solutions, and UPS about this entire mess, and not a single person, aside from the UPS Store Manager, has tried to do anything aside from give me the run-around and just take my old device.

I've got less than two weeks before the accepted return date for my old device, and as luck would have it, neither Assurant, nor T-mobile can say they got my old device. Now here's where the fun begins.

I contacted t-mobile as my provided RMA # has a status of "Pending customer shipment"
I thought this was odd since I stopped by my local and routine UPS store and shipped my device, with the pre-paid, Assurant tracking label, about a month and a half prior.

T-mobile customer support told me to contact Assurant about getting a tracking number, the RMA number and IMEI number were not enough. Cool deal, I'l call Assurant next.

I contact Assurant, and while dealing with a rather unpleasant, and not-at-all caring about the situation, likely temp worker, I was told in no uncertain terms, that T-mobile provided the shipping label and they would have the tracking number.

UPS and T-mobile both disagree and now i'm left in limbo, and either Assurant or T-mobile made off with $300 of mine.

Less than two weeks before the "grace period" expires, which is convenient, as just the other day, I re-checked my device's worth, and it had dropped substantially from my approved and agreed upon price.

Can somebody help me, or am I yet another statistic of end-users being taken advantage of?

cuz i tolds ya i am NOT payin for it im broke im poor i never worked a day in my whole life just cancel it please !!!!!!!

thank you for cancelin it n NOT sendin  the phone out thanks

I had the Value 1,000 minute plan with one smartphone with unlimited 4G and two flip phones. My bill just went from $80/mo to $95/mo for the last cycle.. why?

How many people have had this exact scenario with T-mobile? You call to add or change a service and everything goes perfectly on the phone call. After several rounds of verifications and agreement acceptances you are repeatedly assured that everything went as planned and your new bill will be X number of dollars. They even break it down for you, $X's for the service, $X's for the phone, $X's in taxes and fees equals a total of $X's per month. Then you go over the services, amount of data, minutes, overage fees, etc., etc. Everything goes perfectly and you end the call with a hearty "Thank You" to the great customer service representative who helped you accomplish exactly what you set out to do... Then all hell breaks loose.

None of things they promised you happen. You call and get technical support, billing support and account supervisors who just repeat over and over again about how their internal systems didn't correctly align with the stars that day... just for YOUR account. They apologize and say that yes they can see that the request was made but their system just doesn't handle that type of request correctly and now they will attempt to fix it by sending another request to someone else.

Seriously! I am a longtime customer (over 10 years) who responded to a nationally run T-Mobile advertising campaign. I called and said, "I saw your great new national advertising campaign, am I eligible for that?" They pulled up my account and said, "Yes! You most certainly are!" I said, "Great! I'll take it and furthermore, I agree to any and all terms and conditions."

Now I'm four phone calls and more than five hours into listening every T-mobile representative in the country explain how the internal systems they use can't correctly decipher how to upgrade an existing customer's plain-vanilla-nothing-complicated phone service to the new plan they just spend millions of dollars trying to get that customer to sign up for.

They never actually fix anything. It's always a promise that they'll get it sorted out, but it will take time, so call back if it isn't fixed within X minutes thru X days. It's getting to the point I am becoming an expert on the T-mobile internal billing and back end network. Not the real IT infrastructure, mind you, just the fake one that T-mobile reps repeatedly blame for the company's gross incompetence. I'm actually spending hours on the phone memorizing their lame (made-up) technical excuses so I can quote them back to the next "Account Supervisor."

"Now Jane, you say that the service upgrade was coded incorrectly by the original account service rep, however, my previous Account Supervisor, Bob, assured me that the upgrade was coded correctly and it was a portion of the upgrade acceptance that is still pending in the system for an unknown reason, furthermore, on my original two calls I was assured that..."

So here's what I'm going to T-mobile. I am not going to cancel my account. Instead, for every hour of my time you have wasted I am going to devote just 30 minutes of my time to convince others to either cancel their service or to never switch to the T-Mobile network. I don't have to lie or resort to any type of trickery to accomplish this. All I need to do is give an honest account of my experience with you to other members of my community. When enough of them leave, maybe you'll have the time to care about me.

PS: "If the account was coded incorrectly in the first place then why did it show up on my account web portal showing the correct plan and features? And if the service upgrade was never fully accepted then why am I being billed for the new plan, shouldn't I still be on the old plan? Can you answer that one Jane? Huh,JANE?" (She hung up).  

Hello. I have been with T-mobile for a year now and recently I had my wife's phone "Jumped" to a new phone. On the old phone I had google voice activated and linked to her phone # so that all of her international calls were billed to them and not T-mobile. The charges were $.10 min landline and $.15 min mobile.

As far as I knew google voice is linked to your phone number not the phone itself but I guess I was wrong because after a few months of just paying my regular monthly amount that I've been paying for the past year I noticed very large charges appeared on my bill.

I have since re-established the link to google voice on her phone so the international charges are now going back to google voice and not T-mobile. The total in charges that I owe are $1144.25. There is no way I can pay these charges.

Is there an upper level support person I can talk to try and have this greatly reduced. I don't mind negotiating the charges down but it's going to be impossible for me to pay this total amount. I have barely enough money to pay the rent as it is. I'm afraid i'll have to close my account if there isn't something done. There should be some kind of notification on the phone when making international calls letting you know what the price per minute is going to be or some kind of warning that the call being made is international. She didn't receive any warning that the calls were no longer being routed through google voice and were now being charged via Tmobile. International calls should be blocked by default I don't remember signing up for that feature in the first place.

Any help would be greatly appreciated. Thanks.

Okay I am more then a little upset, and I feel completely led on by this process.  I switched over 4 of my 6 lines from Verizon to t-mobile a few months back. The employee at the store made it seem like it would be this simple painless process and did not tell me and my wife all of the details.  We trade in our phones, mailed them out and waited.  First the employee never mentioned anything about needing to submit the final bill anywhere.  She just said that we will be credited for our trade in phones and receive the reimbursement for the 4 ETFs from Verizon.  The first thing to go sorry was that we were denied the trade in for my wife's brand new HTC ONE, with them stating that the model was incorrect, even though on the picture they sent us, it clearly says HTC ONE.  We didn't receive a dime for it and I am not happy.  Then a month later nearing the bill from Verizon needing to be paid and I still have not gotten the money for the ETFs, so I went in to the T-mobile store and asked what was up. They informed me that I needed to send my bill in, and gave me the website.  Its already been 2 months at this point and I am growing even more impatient. I asked them if i could just submit the PDF bill that I receive as I am a paperless customer, and the guy at the store said as long as it has the fees, my address, and the correct numbers it will be fine. So I go home, submit the bill and notice that this going to take 8 additional weeks.  I am livid.  I still have 2 active numbers on verizon, i have to pay the bill at this point, the initial women who handled my trade in said it would be paid for before the other lines would be cut off.  What a flat out lie.  I dip into my infant son's savings to pay the bill, this whole process should have thrown red flags from the very beginning.  What a huge mistake it was to switch to this horrible company.  Well more great news came today, my request for reimbursement was denied, citing that my submission did reflect the Early Termination Fees, which it does if you have half a brain or know how to read a bill.  I am so beyond angry, and totally regret this decision.

I recently switched to T-Mobile from Sprint with the assurance that the early termination fee from Sprint will be reimbursed. However, I have been having a tough time getting my reimbursement money back from T-Mobile. I have submitted the cancellation bill from Sprint with the required information highlighted, but each time it has been declined saying that the submission did not reflect the Early Termination Fee, when it CLEARLY SAYS EARLY TERMINATION FEE on the bill. Can someone please help me resolve this issue. I did not join T-Mobile to just pay my own termination and turn in my old phone for no credit. Would really appreciate if this could be fixed asap!

Thanks!

I recently signed up for a prepaid plan and have noticed that 3 missed calls have resulted in losing 3 airtime minutes from my balance.

Is this how it is going to work? Is there anything I can do to prevent this from happening?

I've called in a couple of times and have been informed of corporate discounts being replaced by a one time $25 gift card. I entered my details online some time ago but am unable to see the status of my reqest or if I even have a valid request for the two $25 gift cards. How can I check the status for these cards?

Thank you.

I have several ETF reimbursements. The first two I submitted were marked as mailed on 2/23/2015. They are yet to be received. The later two I submitted were marked mailed on 3/2/2015 and they are already received. Why are the ones mailed more than a week earlier not received yet?

I just got a T-Mobile Fastcard as a gift and now I am unable to use it. I was not told the account I have does not accept them. I cannot return the card. How can I solve this?

on ur website u advertise the phone at $449.76 LG G3 Smartphone Phablet | LG G3 Reviews & Tech Specs | T-Mobile  

but at the store you charge $550 how does that ad up when i already had a tmobile sim card with me and i had already paid the bill for the month ?

is the extra $100.24 bux i was charged was as tax or something ? thats alot of tax

Hello,

Prior to signing up for the referral program I was on the Simple choice Value unlimited Text and Talk for $50 with add-on of SC 3GB data for $10 back in October. I then signed up for the referral program which is a $25 gift card and unlimited 4G data for the year on about November 4, 2014. I have signed up 4 friends to join tmobile.

My invoice for billing period Nov 7 to Dec 6 changed from SC 3GB data for $10 to SC UNL +5GB HS + unRadio to $25. No credit for the unlimited data added. to invoice period.

On my invoices from Dec 7 to present time, the data now changed from $25 to $30. Still no credit for the unlimited data added to the invoice.

Referring 4 friends is costing me more money at this time.

Please let me know how this can be resolved.

Thank you,

I dont quite understand this EIP payment system thats been implemented. It appears as if for every payment I make early on the EIP, it charges me double, but only one is getting applied.

For example. I start with a monthly balance of 0.00 (cause I pay my full bill on time every month).

I then want to pay $50 toward my EIP. My account gets charged the $50 (withdrawn from bank account) its applied toward my account (TMobile balance now -$50)

On my next bill, there is an additional there is a charge for $50 for that early EIP payment, however instead of bringing my balance to 0, my bill skyrockets and bounces all around.

For example, my first month with tMobile bill due $155.xx this was for half a month and then a full month of service, so that was expected.

The next month (Feb) it drops to $111.xx (didn't pay any extra EIP)

For March its then $107.xx (again no EIP)

Then I purchased an additional iPhone using the EIP so now I understand my bill will jump about $17 a month. However I also payed some early EIP and my April bill skyrockets to $150.xx.

So for May, I decide that i wasn't going to pay any toward the EIP, and low and behold my bill is back down to $118.xx a month.

Stuff is crazy confusing.