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T-money has stopped my access to my money
7 phone calls over 3 days and not a single explanation. I have money in my account yet my transactions are being declined. No matter where I have used my card (POS, online, ATM) it is declined. They tell me there is nothing wrong with my account and I can use my card freely. I have repeatedly asked for a manager or supervisor and been told that there is no one else to speak to. One of the reps today told me to use my account and routing numbers the next time I'm trying to pay... I am still baffled as to where/how that is an option?!? The last 2 calls I made I requested a numbers for the fraud and the legal department, they gave me the customer service number (for the fraud dept.) and told me there is no legal department (what?). Does anyone know a number to call to get this cleared up before I have to get lawyers involved?
Billing issue for 3 years
On December 23, 2022 I went into a T-Mobile location In Jacksonville Florida and set up my T-Mobile business Internet. I had received an email to set up Wi-Fi to lock in a price of $25 for life. (I have phone lines with T-Mobile also). It was a promotion they were doing at the time for business accounts. The person at the store did not do it correctly and had set up the wrong plan and noticed because I was immediately overcharged the first month. Went to the store, they said they could not help me. I had a call into customer service. That then began a now almost 3 year process of dealing withT-Mobile Customer service reps who clearly are not located stateside which makes it very challenging to work and deal with. For three years, I’ve been told repetitively that they will correct the issue and they apologize for the inconvenience and credit back my account. Every time I call in it’s a minimum of one hour phone call and having to speak with 2 to 3 different people and me having to tell them what the promotiom is coded in their system while they tell me they can’t do it and then lo and behold after they research with the code I know should be in their system, they agree and apologize. And GUARANTEE it’s has been fixed and won’t happen again and they always promise they will follow up the next month, but they never do. And the following billing cycle it starts all over again and billed incorrectly. I now Firmly believe T-Mobile does this on purpose to eventually be in the position where I am where I want to give up and just pay the higher monthly rate. I don’t have the ability to call in every month nor the patience to do so. While I was at T-Mobile that day in December of 2022, I actually received a phone call that my dad had passed away. So it’s triggering for me that I have to keep explaining this issue reminding me of one of the worst days of my life. So I let a few months go by before calling in again, knowing I have to sit on the phone for an hour trying to make this correction and relive that memory. T-Mobile aren’t always able to credit me back the over overage due to the time, so I have overpaid into T-Mobile. I’m sure there are many people out there like me and T-Mobile is making money money on us. This has to be a lawsuit waiting to happen. I just want my billing to be correct! It’s been almost 3 years! Who else out there has similar issue? How can we make T-Mobile pay and make this right?
Notification Sounds
I recently upgraded from a Samsung 22 Ultra to the 25 Ultra, and while I like all of the new features, I absolutely hate the fact that none of the notification sounds I like are available on this new device. In addition while Samsung has made it a little difficult to customize each app sounds, I have figured it out and I want my original sounds that I have been using. Why is this always such a challenge for T-Mobile and/or Samsung to keep the same sounds and is there anything that can be done to get my original sounds loaded/transferred on to my new device, without having to search through numerous apps to get them downloaded and then uploaded.
Magical Charges
Can anyone explain to me how first off I have 2 phones and I bought 2 months a part after being harassed in one of their stores when going in to get my phones traded in under a claim both my IPhone 15 pro max and the Zfold 4 kept having mechanical failure and I was told that I couldn’t trade them in because of some new policy that I had to get the newest iPhone and Zfold phone I even explained that I had spoken to support and they said that all I needed to do was go to the store in my area and they told me that was wrong and that I had a choice either keep the phones that didn’t work or get the iPhone 16 pro max and the Zfold 6 with the promotional $1000. Off on each phone along with having to upgrade my original plan to the most expensive one even though I told them that my husband had it and I didn’t need all the benefits. To which I was told that if I didn’t I wouldn’t qualify for the promotion mind you I was just supposed to be swapping out my phones for the exact same ones. I was told my 360 protection only covered it for new phones. (It didn’t makes sense but then the girl said she would call to verify it and apparently they told her she was correct) So I was forced into trading out first the IPhone mind both of my phones were paid for. The fold I had to wait 2 months because they were out. This is were it gets worse I went from $100. On my original plans for both to $180. And I never got the promotions on either of the phones and after trading in the z they had the wrong information on each phone they were backwards. I even called them several times and I was told that the promotion was on both of them and I would see the price reduction however the 1st bill was $357.77, 2nd $453.69, 3rd $592.13,4th $309.36, 5th $309.36 December is not available. I was told many times that this would be taken care of. 11/30/2025 I called to file another claim because the Zfold 6 is having mechanical issues and I was denied and the reason I was given was because they don’t replace lost phones! So I asked so why when called and she stated that everyone has the 360 premium or any coverage is only good for 90 days and I asked then why am I still paying for coverage and she told me just in case! So while I finally got someone on the phone I brought up my bill about the numerous charges that were incorrect starting with the promotions and I was told that I didn’t qualify and I mentioned that I was made to give up the other phones that were paid off because you all told me that the coverage was that I could only receive the $1000. And to upgrade the plan and added a Apple Watch that for the second time I being charged for and never received one or wanted one. She goes on to tell me that I kept my original cheap plan therefore the promotion was never given to me. I told her that was wrong that I had been paying for the highest plan and she kept saying she went back to look and put me on hold and told me that, that never happened that I was wrong even though I told her I had the bills to prove it. She says don’t worry about I changing everything now and you’re monthly payments will be $294. Again I bring up that they need to pay me back for all the overcharge fees for the months I was paying for the upgrade but did have and when they downgraded the plan I need to be paid back for the months I was paying the cell phones at the price of no trade in or give me back my other phones because they have the 2 phones and I received no trade in value. But she kept telling me I was wrong. So my husband gets on the phone and she is trying to convince him that I am wrong and she was talking so fast he raised his voice said ma’am listen I am looking at the bills right now and she paid it so how are you going to fix this and she put him on hold. She comes back and again is calling me a liar and here is my last question he asked her at least 10 different times can I get the reference number and she repeated over and over we don’t do reference numbers we just give guaranteed services. She also said that the charges were taken care of but they are not and so he asked for a supervisor and he waited about 10 minutes and they pick up and then hung up on us. So what would you do? This has not been the only thing that has happened in the last 3 years that I have been with them for my own personal phones my husband and I have been with them since the beginning and he and I never had any problems ever. But when I went independent I have been overcharged had phones,watches, and tablets charged for upwards of 18 months that I never had. I have had a sales person tell me that I had to leave while I was upgrading a different phone that it was a new policy and in that time he didn’t transfer all my information and took my information and the old phone and got my data on my phones. But they didn’t do anything except change the phone number oh and gave me a free month. I have no idea what to do any suggestions?
Returning customer not really happy with T-mobile
I noticed my old iphone 11 was pretty long in the tooth and saw an add for Tmobile. I was a customer for about 3 years until I moved to a place where the coverage was less than stellar, but they had always been good to me. Fast forward a few years to June, I researched their call area and saw it had improved vastly, so why not give them a call. I called up the number on the add, sales guy tells me about the great deal for 4 lines I will get with the Experience more package, and switching over gets me up to 2 free phones as well. The sales guy and I bond over the volunteer work I do with the VA and I talk about being on a fixed income because I have two kids in college, I feel really vested in this call and with the idea of being a tmobile customer again. I do tell him I really don't feel comfortable paying more than 150 a month for phone service, he pushes back that the experience more package is on sale for 140 for new customers and I can get two free phones as long as I agree to sign up. I let the sales guy know that I had been with Metro and they were now owned by Tmobile, am I still eligible, "absolutely" he says and proceeds to tell me he will even throw in an insider code that is good for as long as I am a tmobile customer. So I sign up and pay the 140 to switch my lines and start the process. My first bill comes in, 189, higher than I expected and earlier than my requested date, but these things happen, I call customer service and they say they are still honoring my deal, it is just because I am a new customer and these are fees but the price will go down. My second bill rolls in, almost 400 dollars, this is more than double what I agreed upon, so I call customer service. I am told that not only am I not eligible for the promo I signed up for, not eligible for the free phones, my bill wont ever be under 150 a month as the salesman promised AND I was signed up for their most expensive plan possible. I was then told the insider code I was given was actually only good for 3 months then my price will return to the higher prices, but I was not eligible for that either. Customer service was able to get the bill down to around 210 a month with one of the lowest tiers of coverage but this whole thing has left me feeling really disheartened with T-mobile. I even saved the picture to show my wife the "awesome deal" we were getting by switching to T-mobile.. I don't normally call customer service or post things like this but I actually feel like a sucker.Change Community username
Having a username is integral to being able to ask questions and provide answers here on the Community. We want you to have fun and be as creative as you like when creating your username. There are a couple things we want to avoid: Don’t use your phone number or email address as your username - everyone can see it and we don’t want it to put your information at risk. Stay away from using foul language – This is a family-friendly zone and we want everyone to be comfortable coming here for all the greatness that's offered. We understand that things happen and usernames need to be changed for whatever reason. That is why I'm here to help. If you need (or want) to change your username, you can post in this thread and include what you'd like your username to be. I'll get it changed and you'll see the updates within a few minutes. Easy Peasy :DHow can I add my address to T-Mobile's verified address list?
Apparently, T-Mobile cannot verify where I live through their address system. I can't add my real address because their address verification system has bad information. UPS can deliver, FedEx can deliver, but T-Mobile can't use the address where I live. So, my E911 information is INCORRECT. Please help me figure out how to add my address to T-Mobile's database. This is ridiculous.
Recognizing new address
My family built new homes about 6 months ago and all postal services recognize our address, but t-mobile system does not. I can see that t-mobile services house on our street and in our neighborhood. Can anyone help direct me to the best contact to get my address in their system. We are currently being forced to use an over priced internet source that does not even work 90% of the time. I would love to switch to t-mobile and get a service that actually works and is affordable. PLEASE HELPHow can I add my address to T-Mobile's verified address list?
Apparently, T-Mobile cannot verify where I live through their address system. I can't add my real address because their address verification system has bad information. UPS can deliver, FedEx can deliver, but T-Mobile can't use the address where I live. So, my E911 information is INCORRECT. Please help me figure out how to add my address to T-Mobile's database. This is ridiculous.Pay part of the bill with a company credit card
Hi, I need to expense part of the phone bill to a company credit card, but don't want to change the autopay method and account for the remaining balance. How can a different credit card be used to pay part of the account balance, but not change the normal autopay (to keep the account credit)?
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