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  • 20,933 Replies

6271 Discussions

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drishtipanjwaniFirst activity
posted in Accounts & Services

Collection Agency

I was trying to sort out issues regarding my account urgently. I just called in and was told my account was with a collection agency due to an upaid bill which I never knew about otherwise I would've paid it immediately. As soon as I found out I did pay it over the phone with t-mobile yesterday but they said they couldn't help me today because it was still with the agency. In the past when this has happened once before T-mobile provided me with the name and number so that I could contact the agency to immediately let them know the amount had been settled and return back the account. Although this time t-mobile is refusing to give me the agency details despite having paid the amount. PLEASE HELP. URGENT MATTER.

5
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1 year ago
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andys123First activity
asked in Accounts & Services

Standard International Calling Rates - Charged Higher than Posted

So there were some international calls made to country code +86 on my number which cost $3.00 per minute.  For a total of 70 minutes, which equates to $210.  However, T-mobile publishes the rate as $1.99 a minute as shown on their website.  As I was on the phone with the agent, I could not provide the link as there is no way to send him the link, but here it is https://www.t-mobile.com/Cms/Files/Published/0000BDF20016F5DD010312E2BDE4AE9B/5657114502E70FF301380BCCA3EB86A4/file/Stan… At $1.99 this at least reduces my charges from $210 to $139.30.and it should be reduced but I have no way to send the link to the agent on the phone.

4
M
3 years ago
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magenta2355942First activity
asked in Accounts & Services

T-Mobile BOGO promotion - signed up to Jump program instead?

I saw the BOGO (Buy One Get One Free promotion) back in early November.  I was prepared to pay for the iPhone 8 Plus at $800, and I would get the other $800 for free.I was told when I upgraded to an iPhone 8 Plus that I should go for the monthly payments instead of outright purchasing the device.  I was confused but basically the sales person talked me into making payments, which totaled (he said) the same as I would pay for instantly purchasing the device.  So I agreed.  I was under the impression that I would be getting my $750 credit card in 6-8 weeks.  It never came.So I called the promotions department thinking there was a delay or a simple mistake. WRONG! I found out because I was on the Jump program that THEY put me on therefore I didn't qualify for the BOGO promotion.  I told them that word "JUMP" program or "Lease" was never used in my conversation when I signed up back in November.  I didn't realize that I was signing up for a LEASE!!!!!  This was never explained to me, and

7
J
3 years ago
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starman1975First activity
asked in Accounts & Services

Return status has not changed

I signed up with T-mobile the last week of February.  One week later, I received a notification that to be part of the Apple BOGO offer I needed to send in my trade-in in and another email with my trade-in due date.  When I accessed my T-mobile account, I did not see anything about returning my phone or a printing a shipping label.  I did call T-mobile customer service a week after receiving the phones and was provided a shipping label to NRC 13704 Independence Parkway Fort Worth, Tx and no further instructions.  At the bottom of that shipping label I see a description of Electronic Equipment Return Service.  I packed my phone with only a copy of the email I had gotten from T-mobile confirming my trade-in amount and account phone number. When I checked the tracking number, I see that it reached that warehouse on 3/8.  However, I did not see a change in my trade-in status.  Then on 3/10, I did notice that now in My T-mobile it now has instructions and link to the shipping label.  This s

9
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1 year ago
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magenta4373938First activity
asked in Accounts & Services

Unlock taking more than 48 hours

T-mobile service is terrible, its been almost more than 48hours I have requested for unlocking and I have an overseas travel. All they say at first is your device payment is due but reality is device was buyed on full payment later taking  30mins to confirm that its clear. I have to wait hours and hours to  listen same repeated lines from representative. now from 24hrs it extended to 48hrs and other representative says that it could be up to 14days or even 72hrs. I dont get it why is it taking that long for tmobile is unlock iphone. The representative scheduled a call back and I have been waiting for hours to get call from them, but they never called. Could any one tell me how long does they actually take for unlocking iphone and what is the reason its getting delayed

16
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1 year ago
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privacy789First activity
asked in Accounts & Services

Outbound callerID blocking my number despite settings

I, too, am having a still unresolved issue with Tmobile blocking my phone number when I place outbound calls.  This has been going on for welll over 2 weeks. Many calls to Tech Support haven't resolved it.  Ever since I started with T-mobile in 2013, my outbound callerID was to SHOW my phone number but block my name from appearing.  Settings on my phone (LG G2) had it set for "network".  Now whenever I call someone or business they either do not answer or answer cautiously because ... my call appears on their phone as "anonymous". One agent said he issued a trouble ticket but that was a good 8 days ago.  He did mention that about the time I experienced this, there was a "network update".  He also submitted "unknown caller" for the name field.Could someone please get this sorted out?  Thanks in advance.

9
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10 months ago
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magenta108rFirst activity
asked in Accounts & Services

Wifi international FaceTime calling

Do you get charged for international FaceTime calling on wifi?

3
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2 years ago
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lisanpat10First activity
asked in Accounts & Services

Deleted texts

How can I recover recently deleted texts?

5
gramps28
Pillar
10 months ago
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magenta2724053First activity
asked in Accounts & Services

Remove line from family plan

How do I remove a line from my family plan?  They are going on their own.

16
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3 months ago
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cubanxFirst activity
asked in Accounts & Services

Limit data usage

Folks,Looking for a way to block data usage at certain times for my kid. We have unlimited data, and he uses it late into the night.Yes, I know the old fashioned way of taking the phone away would work &#128522 , but he stays up later than me and I don't mind that, but I want him in bed by say midnight, and I want to cut off his data usage.Family Allowances DOES NOT stop data usage as far as I can tell. I already have that turned on.I may have to go back to limited data since at least that would stop him.Barring the above, is there a way to turn off his hotspot/tethering? There seems to be a way for T-Mobile to do this centrally since they can control the data limit for it...Thanks in advance!

48
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18 days ago
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kingsblend420First activity
asked in Accounts & Services

Text to landline

Does TMobile support text to landline and if so how to I enroll or activate this service as it's one I need and it's very important that I am able to

4
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1 year ago
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mobile2489First activity
published in Accounts & Services

Online Prepaid Account: Issue with Primary Account Holder/Refill/Usage/Message Blocking

Hi,I have taken T-mobile prepaid account 45$ unlimited text/message and 4GB data around couple of weeks ago.I have also created online account by entering my details and phone number.This prepaid account has only one line and I am the only one who authorized to use this account.I am getting the following message Whenever I tried to refill or add credit or debit card or check my usage or check designated line in my account."Primary account holder missing, online services are currently limited because no primary account has been designated for your account. Confirm primary account holder"The moment I click on "Confirm primary account holder" , it does not allow me to enter my details and details disappears all of sudden, I will get the same error again. Also , I can not see my usage details , call log and totally I can not do anything in my online account except minimal profile details.Also, international messages are blocked , I can not send any international messages but plan allows to

3903
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1 year ago
dc5fan
dc5fanHelper Level 3
published in Accounts & Services

KUDOS! To the Customer Support

Yesterday afternoon I could not find my phone. When that happened I called CS to suspend the service and lock. That went very well. About an hour or so later I found it in a favourite recliner. Called CS again to have the service turned back on. It actually took an extra call, because I had the icon "missed call" showing. Got my service back. What was nice was the first rep, Jem, thanked me for my niceness! Evidently some of the reps may be getting some really PO'd customers. I had a wonderful experience yesterday.

1645
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2 years ago
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magenta4188663First activity
asked in Accounts & Services

Language change needed on voice mail setup.

Language already setup via setting/Genl Management/Language. Language set to English.  Why is voice mail setup up in Spanish.  How to change to English?

3
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2 years ago
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magenta4289905First activity
asked in Accounts & Services

Duplicate text messages

Since yesterday all incoming text messages come through twice! So annoying. I have done all suggestions from a prior post in the community. Nothing has helped. I cleaned the cache and deleted the threads. I powered down. I turned WiFi off and on. Did I mention how annoying this is??? Help please!!

11
tmo_chris
Employee
3 years ago
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magenta4174732Learner
posted in Accounts & Services

HELP i refused gs8+ package delivery to order gs9+

hi i ordered a gs8+ before realizing the gs9+ was coming out. the t mobile rep told me to refuse delivery which i did it will be returned to t mobile on march 1st. he also told me to call on march 1st to order my gs9+ and that they will help me over the phone to get the order put in so the gs8+ doesnt become a issue. i'm worried right now because doesn't it take them a month to process a return and also will i be charged a $50 restocking fee even tho i never received the phone? i just dont want it to affect my gs9+ order on march 1st  and my 12 month good credit deal with them.

19
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10 months ago
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magenta2725485First activity
published in Accounts & Services

AppleCare being canceled without notice

I bought an Iphone 8+ back in October of 2017. I purchased the additional Premium protection which included AppleCare as well. Fast forward to January 2018, I dropped my phone in cracked the screen. I initially made an appointment with Apple to get my screen replace on January  18th 2018. I canceled the appointment because of scheduling issues and had to wait to take  it in. In the meantime, I wanted to use my old phone so I can still have a functioning phone. I took my Sim card out of my 8 plus and put it into my iphone 5. I finally had a chance to take my phone into the apple store on February 26th 2018 to get fixed. To my surprise I find out that my AppleCare has been canceled. With AppleCare you get 2 incidents where you only pay $29 for the repairs but because Tmobile canceled that, I now have to spend $175 to get the screen repaired. After hour long conversations with Tmobile representatives, they tell me that there is nothing they could do about canceling the AppleCare portion o

8538
P
2 years ago
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gary63First activity
asked in Accounts & Services

Security Questions

How do I change my security questions?  I find no link to do so.

11
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2 years ago
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nick29First activity
asked in Accounts & Services

cannot see my payment history

I cannot see my payment history online. Can you help?@

4
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3 years ago
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magenta4211266First activity
published in Accounts & Services

21 day tourist plan

To anyone planning on purchasing one of these - don't. First of all the package cannot be sent overseas so has to be obtained upon arriving - which can be very inconvenient. The idea was to purchase one for my husband who was going on ahead of me and moving back to the US. He would be doing some travelling around and so it seemed perfect until he had a mailing address, bank account and so on for something longer-term.First attempt was in Seattle. He went to the store and was charged $45. He said it should be $35 but they insisted the SIM was not included. He told me about this, I immediately came on here to verify and found the exact same thing had just happened to someone in Tucson. He went back to the store, showed them the posting which proved they were wrong, and the $10 was refunded.Him getting a longer-term plan has been delayed by extended travelling. We decided to buy a second one. He spent well over an hour getting to his current local t-mobile store on the bus today - in Tucs

23894
J
2 years ago
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magenta4189221First activity
asked in Accounts & Services

Rebate

How long does it take to receive a rebate after it is approved?  My rebate for BOGO Samsung Galaxy S8 was approved on 2/7/18, and I was told I should receive it in 2 weeks.  It is now going on 3 weeks.

7
gramps28
Pillar
1 month ago
I
ielissaaFirst activity
asked in Accounts & Services

Can I take myself off of the account?

I am no longer on the plan that is under my name with Tmobile. I was wondering if I would be able to take all of my information off of the account so I would no longer be responsible if there would be a missed payment and it went to collections. I need to remove this if I can because I do not want to be reliable for that!Let me know!

4
C
4 months ago
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magenta4195532First activity
asked in Accounts & Services

Email address change

How can I change my email address on MyTMobile

5
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9 months ago
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magenta4189299First activity
asked in Accounts & Services

CAN you setup call forward from mytmobile ONLINE web PAGE?

CAN you setup call forward from mytmobile ONLINE web PAGE?

8
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4 months ago
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customerno6First activity
asked in Accounts & Services

What is TForce and how do I contact them with my account questions?

I have 5 lines on my account and I have been told I can't add any more lines but I need to so how can I do it without losing my account benefits?

4
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1 year ago
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