Question

Getting over charged by T-Mobile... and not getting any help!

  • 14 August 2023
  • 19 replies
  • 2656 views
V
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Super frustrated….. went with my mom to upgrade our phones months ago and we went with the Go5G 55+ plan plus home internet and two new phones.

Told we would be paying $144. Three whole billing cycles later and we are still paying $20 more than we should be. And T-Mobile has been charging us randomly outside of our billing due date. Went to a T-Mobile store and even they didn't know what was going on. It’s incredibly frustrating because we switched to all of this in order to save money and now we are paying more. And no one can give us any answers. 

19 replies

F
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Userlevel 7
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try contacting TMO through one of their social media platforms like Facebook or Twitter.. this will start you with tier 2 support over the call in tier 1 support agents. maybe they can figure out whats going on.

***I like many others come onto this site for assistance and to help others. Marking a reply as helpful or correct helps others with like issues when they try to search the site for assistance. I do not work for Tmobile and my suggestions and or opinions are my own**.~~~~ The site here is primarily peer to peer with some TMO moderation to keep the site in order..They do not have account access..The prefered method would be to contact TMO through either calling in (tier 1 support) or by contacting them through either Facebook/Twitter (tier 2 support)**~~~~
H
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Hi @valantidium One of the great things about T-Mobile is the predictability of the bill. Including the taxes and having the Price Lock Guarantee means that you don’t have to guess what is on the bill every month. Having the bill come out higher than expected can be extremely frustrating. We do make the bill details available on T-Mobile.com. You can review the bill details on the bill dashboard, or you can download the bill PDF. Have you had the chance to review the bill online to see if there is anything you weren’t expecting or see exactly what charge is different than they explained when you signed up? Some things that I have seen in the past that cause that $20 range in difference are accessory purchases that are broken up into payments on the bill, equipment protection features, or autopay discounts. Here on the Community, we don’t have account access to view those details, but Fireguy_6364 is correct in saying that sending a direct message to us on social media could get you with a tier 2 account expert that could help break things down and find the difference. 

 

T
Userlevel 1

They are a joke the representative on the phone told me to go to a store than the store associate said “well what do you want me to do”  they used to be good but not complete crappy!!!

M

I just found out today that since May of 2021 I’ve been charged $2.00 a month for a service on a device that I didn’t have.  And because I’m legally blind and cat see all the details of my bill it didn’t matter to them.  I get my bill online and the most they offered was to send them out as a printed copy as if I can read that.  They said it’s my responsibility to find the errors in my bill.  How is this right or ethical I’m a senior widow living on a fixed income   I was just priced out of my apartment. And the most they offered me was a 3 month refund , I cried until they gave me 6 months.  But they took almost $800 from me.  I would like to know if there is a class action lawsuit for this kind of thing happening.  If not there should be.  I know that just as soon as I’ve paid off my device I’m leaving T-Mobile unless they pay me back.  This is wrong.  

T
Userlevel 1

Good luck getting any kind of help they are such a scam! I think everyone needs to get together and file a lawsuit

B

I dealt with two rude ladies, who are T-Mobile Store employees. 

They wanted to charge me more, than what the T-Mobile SUPPORT AGENTS wanted to charge…

It’s like  “ “!!  Why is this happening…  I told them,  “ BYE BYE “  and just walked

out of the Store..  Business employees do NOT know how to be friendly and help you out

with a decent  price…  I will never go back!

C

Good luck getting any kind of help they are such a scam! I think everyone needs to get together and file a lawsuit

Good luck getting any kind of help they are such a scam! I think everyone needs to get together and file a lawsuit

No one wants to help. No lawyer will take a small case unfortunately 

T
Userlevel 1

There are so many people this happens to it could be a huge case

J

I’ve been charged $1250 for a replacement phone that didn’t work and I sent back.  After spending at least 8 hours of my own precious time talking to different reps and try to make the phone work, I’m done with T-mobile!

I’m very interested in bringing a lawsuit against them, so if anyone wants to join in please let me know!

K

I’ve been charged $1250 for a replacement phone that didn’t work and I sent back.  After spending at least 8 hours of my own precious time talking to different reps and try to make the phone work, I’m done with T-mobile!

I’m very interested in bringing a lawsuit against them, so if anyone wants to join in please let me know!

I’m joining ya 😂 found out I was overcharged for TWO YEARS my own fault I guess, first rep said it was a billing glitch after I manually canceled the second line, but every other rep lied to me and also told me there was no such thing as a billing glitch so someone messed up and last rep I spoke to this week said they can’t refund me my 1000$ I over paid due to some 60 billing dispute policy after 5 reps you would think they would tell me this fishy policy, I’m getting my 1000$ back either way I’m a college student I don’t have time for their scams and gaslighting reps who ask if you wanna add Netflix when you say u have an issue 💀

M

I cancelled one of my lines 7 months ago, been getting charged for both lines all this time. I had to waste several hours on the phone with T-Mobile to get a refund. Meanwhile, they charged me again for both lines today. Hundreds of dollars charged and hours wasted. Totally unethical, they admitted it was their fault and gave me excuses for not being able to refund the money. After several on the phone I got them to refund the difference to me. On the phone right now trying to get the refund for the latest payment which was charged a few days early. Escalating to a manager now, they are wasting more of my time. Never do business with T-Mobile. Can’t wait to port my number and never deal with this again. 

L

Bait and switch by T-Mobile signed up for the 3 line heritage plan at $90 a month $15 for taxes and fees comes to $105 was told I'm getting a $15 autopay discount but my bill is still $105 so THIER math isn't mathing

M

The manager was rude, told me that it will take over a month to get a refund. I will be charged for an extra month.

M

I thought I was alone on this. I have been dealing with overcharges and charges for a phone I do not have for 9 months now. Today supervisor Joe said there was nothing I could do because I was still paying on some of my phones!!! I asked to speak to someone in a higher level and he refused to give me anyone’s name. 

1
My story is very similar to a lot of people here
 
I've been a customer for 12 years, and I'm at the end of my as a member with the way I've been treated. I'll keep this brief and concise.
 
Like most here, I lease and upgrade every year when the new phones come out, and this began when I upgraded from an S22+ to an S23+ (2022-2023)
 
I was midway thru the installments for my new S23+ when I noticed my bill had been higher than usual for several billing cycles, so I dug into my account and saw that I had been paying installments for two Samsung devices (my old S22+ & my new S23+). I was confused, so I reached out to Customer Care (611), and they discovered that I was indeed still being auto billed for the S22+ that I upgraded from.
 
This was very upsetting, because the over-payments totaled over $800!
 
Over the course of several months, I've spoken with a dozen or so Customer Care reps who have all promised and ensured me that I would get a refund, either via going back to my method of payment, pre-paid VISA gift card, or back to my ACH linked bank account. But in the end, all they did was refund the payments as a billing credit that I can’t “cash out” and use for my other important obligations that they would have been used for instead. Each of the “cash out” refund options were approved during several Customer Care rep chats, then discovered to be denied when I followed up with Customer Care after seeing no refund deposited after a few days.
 
This is beyond frustrating, because, why are these funds said to be "billing credits", when they were wrongfully taken from my bank account? This hasn't helped my already rough financial situation, only made it worse (I know, say what you want about a measly $800 but times are hard, lol).
 
As a result, I desire to close my T-Mobile account, but then, it appears I'm locked in, because I can't use these funds for anything other than to pay T-Mobile
 
This is equivalent to financial slavery...
T

T-Mobile has been junk since they were allowed to merge with Sprint. Sprint ran itself into the ground, T-Mobile surpassed them, so they merged, fired the T-Mobile CEO, and now Sprint is running T-Mobile into the ground too.

D

T-Mobile has been overcharging me since September 2023. My bill went up from $165 to $461 per month. neither on the online website or within the app does it  show me my billing details so I know for a fact that they are being fraudulent. I’m going to sign up for the next class action lawsuit

1

T-Mobile has been overcharging me since September 2023. My bill went up from $165 to $461 per month. neither on the online website or within the app does it  show me my billing details so I know for a fact that they are being fraudulent. I’m going to sign up for the next class action lawsuit

Contact 611 Customer Care right away, please report back. That’s outrageous!

F

I've been dealing with a billing issue for over 6 months now and nobody at tmobile and I mean NOBODY at tmobile will honor the quote I was given at the store or over the phone when I signed up for the 5g Go plus plan, I was originally quoted 217 and change and was verified over the phone so I  know it's recorded and the bill I received was 267, I called in again because nobody from this company can follow through with their customers, after I called back in they put me back on my old magenta plan, before I hung up with the tmobile supervisor I was told I was gonna be paying 187 and change going forward, I explained to her that I got new phones with the 5g go plus plan and I didn't want any surprises on my bill, she told me that it would only be 187$ going forward, my next bill was well over 300$ because I have the new phones and now I have to pay full price for them. I called back in and talked to another supervisor that told me that they can pit me back and the 5g go plus plan and going forward I would be paying 233.03, my bill after I was quoted 233.03 was actually 267 and change, nobody at this company gives a about honoring  the original price I was misquoted 2 times, now my bill is over 300 because I added Netflix premium and upgraded another phone on my account, it's been nothing but headaches dealing with these tmobile representatives/supervisors that can't do anything but give me different stories and excuses every month I call in because AGAIN Tmobile customer service is CRAP, they don't care that THEY messed up and I now have to to pay more than 30/month than what I was quoted. IT'S A SHAME HOW THEY TREAT CUSTOMERS 

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