Billing

Talk about charges, payments, and bill details

  • 121 Discussions
  • 284 Replies

121 Discussions

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HarstarFirst activity
asked in Billing

Overcharged for internet....twice!

Why am I being charged more for my internet than quoted? I was told it was 30 dollars a month and am being charged 50 dollars. I got an email for the price lock guarantee of 30 dollars a month and bought another one for my second home. I’m being charged 50 dollars for that one, too! I have the senior plan for being over 55.

0
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1 month ago
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jeffdkimFirst activity
asked in Billing

problem with the last bill

How can I contact T-Mobile's upper division customer service? I have called five times and visited the store, but they were unable to resolve my issue. I cancelled my services about two month ago, and I found I’m charged after the cancellation before the date of the payment. So I tried to figure out why it is charged but couldn’t. I call multiple times and even went to the physical store but no one could answer about this bill. They only asked about the PIN number which I’ve never knew one. Finally I went to the store and said if you don’t know I’m going to dispute the payment and she said yes. I’ve disputed the payment then I got another bill. Kind of confusing what exactly happened. Can somebody explain why I was charged after cancellation, even though It was cancelled before the new payment cycle, and why I still have to pay that amount as shown on the bill. I don’t wanna pay the late fee unfairly, since it is very hard to connect with your service team. So, please let me know what

3
gramps28
Pillar
1 month ago
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Dnunes27First activity
posted in Billing

HORRIBLE CUSTOMER SERVICE

HORRIBLE CUSTOMER SERVICE/HORRIBLE COMPANY I have been fighting with TMoblie since January about an illegal account that their store manager (who has since been fired) set up In November because it was the only way she could figure out how to handle my free upgrade. The new account was supposedly a "place holder" of 4 lines for my current 4 lines to merge over to. Unfortunately the "merge" never happened and TMobile began to not only continue charging me for my existing 4 line account but began charging me 4 line "place holder" account. After 5 months of arguing with them, (100s of hours in person, chat, phone etc.) I was finally advised by my bank to close the cc account as the only way to stop them from continuing the monthly charges. They still owe me over $1000 for payments on the "place holder account" and are now billing ME for $1400+ ADDITIONAL fees as they said I owe them money on the "place holder" and for the phone because the upgrade was tied to that same account! HUGE compa

0
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1 month ago
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BjsunfreeFirst activity
asked in Billing

billing questions

If my bills due tomorrow does that mean that I'm going to wake up with no phone and be screwed. Or can I pay my bill in the afternoon on the day that it's due

1
syaoran
Pillar
1 month ago
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KennedyBiggestFanFirst activity
posted in Billing

Had the best customer service

I’ve been tearing t-mobile customer service a new a**hole for the past few days ever since I received an erroneous charge after I had cancelled my service. I have been demanding a refund angrily for the past few days and the best I was met with was a half hearted submission for a refund request that I was continually told would be resolved in 24 hours or 3-5 business days or whatever that never seemed to be resolved. I was convinced t-mobile was abusing some kind of billing policy or my cancellation was incorrectly documented and believed that if I didn’t fight for my refund that it would never materialize. The truth is that’s only slightly the case.After several calls that went nowhere I was out of patience. I committed to continually calling in and wasting as much of t-mobile’s labor time as possible in my quest for a refund. After calling in today for the second time and requesting a manager and then requesting that manager’s manager I was placed on the line with Kennedy.The tenor o

0
K
1 month ago
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Simon10First activity
asked in Billing

Customer Service

I have had the worst customer service phone calls the past couple months I've ever had in my life with Tmobile. As a 20 year Sprint customer on a fixed $80 a month plan I called to add more unlimited hotspot data and without my authorization the rep changed my Sprint plan to a Tmobile plan that was 25% more for the same services. I called and explained my situation wanted them to revert back to my Sprint plan and they said the couldn't do that but as a goodwill gesture they would give me the Tmobile plan for $75 per month and free 2 screen Netflix. The rep assured me they would call in 30 days once I received my new statement to confirm the $75 per month. Never got the call but did get my statement which is now $100. Call CS AGAIN and a different rep basically called me a liar and said the new Tmobile plan was $75 for only one line. Now after having 2 lines for almost 20 years why would I ever agree to that? The extra $25 they said was for the 2nd line. Again I was happy with my $80 pe

0
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1 month ago
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RosantoroFirst activity
asked in Billing

Problems to visualize bill

I have being trying to access my bill for 2 months and I can`t. I have tried via website, mobile app and doesn`t work. It keeps loading but never appear the bill. Anyone else having the same problem? I tried to call customer care, try to solve on the chat and tried even on a store and nobody could help me.  Unbelievable and unacceptable that I can`t see what I am paying for. I expected more from T-mobile 

3
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1 month ago
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typopeteFirst activity
posted in Billing

Happy customer since 2012 until today!

After being with T-Mobile since 2012, you have finally upset me. You arbitrarily took away autopay by credit card and didn't think to insert a notice into my bill explaining what is going on, just a little notice in fine print. I have switched to a bank account for auto pay which is fine, but I would like to change the bill date now and there apparently is no way to do that. When I called about it the automated voice told me there would be a $10 service support fee, so I hung up and tried messaging.

1
gramps28
Pillar
1 month ago
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valantidiumFirst activity
asked in Billing

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

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. 

2
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Community Manager
1 month ago
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valantidiumFirst activity
asked in Billing

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

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. 

0
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1 month ago
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Greg CFirst activity
asked in Billing

Change in Payment Terms

Is anybody else annoyed by the change in payment terms to get the monthly discount?  No discussion just “here it is”.  Credit card is the safest way to pay on line and T-Mobile wants your bank account???

1
gramps28
Pillar
1 month ago
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magenta2717812Rookie
asked in Billing

Can't add debit card

I'm trying to add my debit card as a payment option, but it doesn't have a cvv., so it is not accepted. How do I add a debit card to retain my discount?

8
M
1 month ago
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JodeetisFirst activity
posted in Billing

Lied to by 2 customer service agents

I called in to ask why my bill was so much higher than what I was promised. The agent just added a payment extension to my account without even asking me, or telling me. My husband was in the hospital having spinal surgery at the time, so when I finally checked my phone and saw the arrangement the agent had made, I called back. The second agent told me he would give me until the 17th to make a payment. It was a huge relief seeing as I am the only one working and trying to make ends meet. This morning T-Mobile called and said that the agent who set up the 17th deal had lied to me, and that this is all my fault, none of their own. I could not believe a manager would talk to a customer that way but Tamara did!! I do not understand how you pay these people to work for you, and they promise you something and T-Mobile calls and says :oh they can not do that” and swipe the deal we had made right out from under me. I do not recommended this company to anyone, because 1 person will tell you som

3
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1 month ago
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Brooksy04First activity
asked in Billing

Non-Return Fee Charge

My account was charged $319 for non-return of a device to Assurant. I have since spoken to Assurant and they confirmed they received the device. Additionally, I have the email from Assurant confirming receipt of the device. They told me that they would be notifying T-Mobile to have the charge removed. The issue is that my bill was already paid. After speaking to multiple T-Mobile reps through their chat function, they confirmed that my account would be credited with the overpayment that was made, however, my newest bill is available now and I see no credit on my account. Anybody else dealt with this or have any advice on how to recoup my money? 

3
gramps28
Pillar
1 month ago
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nuhuhFirst activity
asked in Billing

split autopayments across multiple payment methods

Is there a way to split autopay across several payment methods?e.g., $100 from Bank Account A and the remaining balance from Bank Account B

3
gramps28
Pillar
1 month ago
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Tatyatl1022First activity
asked in Billing

Payment Arrangement not taken

Several days before my bill was due I made a payment arrangement now the payment arrangement day has gone and passed 2 days and y'all have suspended my service didn't take the money out of my account and now charging me a 21 or $22 suspension fee I do not understand why you guys didn't take the money I'll put an understand why because I made the payment arrangement and y'all didn't fulfill it but y'all are now charging me for it there was plenty of money in the account there still is money in the account like this is unacceptable!!! Last month I paid $120 for the previous month and then for the $50 that went into effect or whatever and the suspension fee and 50 and that fee and like I kept saying I'm not going to pay $220 if you guys are just going to turn around and make my bill due in 30 days I just said no man no ma'am your Bill's not going to be due until August no it was due in July so essentially I paid for 2 months of service but I never received!! Y'all seriously need to figure

2
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1 month ago
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FattyPenguinFirst activity
asked in Billing

Moved from Sprint billing to T-Mobile. Lost promotions...anyone else?

July was my first T-Mobile bill and I just got my second one for Aug and it was again way higher than Sprint.  Looks like two of my phone promotions fell off in the billing transfer.  $70 a month difference.  it has been a nightmare trying to get this resolved. Regular support says it was a business account, business transferred me back to regular support who looked and transferred me back to business.  So dumb. 

0
F
1 month ago
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WAMFirst activity
asked in Billing

When T-Mobile are you going to the right thing for your customers who are victims of Bait and Switch?

In May of this year I traded my late wife’s Galaxy S8 for a new S23… my S8 was having battery and overheating issues and I was just going to switch to my late wife’s S8 that I had as an extra phone in case mine went bad. The agent at the T-Mobile store said they had a free phone offer going and I could use my good S8 as a trade in and get the A23 for free… I would see a $32.50 charge and a $32.50 credit on my bill for the next 24 months. Okay, sounded good to me! I’ve had good service with T-Mobile so doing 24 months more with them was not a problem… but when the bills come in each month there is a $16 equipment charge and no credit. Calling T-Mobile I’m told the S8 only gets a $400 credit and not the full $800 I was told in the store, and I need to call the store manager and fix it through the store. Now I’m in a vicious cycle of blame, with no resolution. Beyond frustrated!!! Maybe I need to find a lawyer who would be interested in doing a Class Action against T-Mobile, as I see I am

4
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1 month ago
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Lyndeelouhoo81First activity
asked in Billing

Who to contact for complaints or how to reach the Oregon customer service team?

I have been a customer for a long time, originally with sprint and then tmobile merged. I was so happy with the service provided and never had any issues. All my concerns were always handled when calling in and always received the Oregon team. I got tmobile internet and it has been amazing. Our entire family got new phones but now they are saying that two of them have not been returned. However I have the tracking number and it shows that I returned them. I have things that are not accurate on my bill. I only get a call center now. I am always told someone will review and call me back in 3 days to 1 week. I am patient to an extent but weeks have past now and my bill is coming up and I do not want excessive charges. I would also rather return the phones if they are gonna be this much of an issue and just change phone providers. Today I called the call center and was hung up on two times!!!! I never received this type of service with the Oregon team. I need help and I need it right away.

0
L
1 month ago
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jasonkkFirst activity
posted in Billing

Unknown charge on my bill

I’ve received a bill from Tmobile and charged extra for CellSpot Non Return Fee of $311.40 which I have no knowledge of requesting.So I was chatting with supervisor and he said he will remove it from bill now and he said it’s done but checking it carefully only $289 was credited and I asked him why and he said good question with long pause saying that late fee has been generated so it will be credited on next billing and refuse to remove it from current billing.Why do I pay extra money for I didn’t even request it and wait for next month to get credit?I don’t understand why he can’t cancel the late feeProbably, If I didn’t qustion the difference then i won’t even get credit.  

0
J
1 month ago
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Pops59First activity
asked in Billing

Auto Pay Discount Reversal? Or Back to Paper!

I  just called customer service, the rep told me 86% of her calls are complaints about this auto pay change. I told her I was going to switch back to paper billing! If we all switch back to paper it will cost T Mobile more than they’re saving by eliminating the credit card auto pay discount.Short-sighted decision by T Mobile, it represents an 8% cost increase one year after swithcing over….a switch that was in part made based upon the auto-pay discount option. Not a great way to build loyalty.

2
tidbits
Pillar
1 month ago
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OutragedConsumerFirst activity
asked in Billing

What do call a company that charges you and provides no service

What do call a company that charges you and provides no service? a Thief!!!  

0
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1 month ago
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manish3986First activity
asked in Billing

T Mobile prepaid account balance is too low

Even after refilling the prepaid account multiple times and having enough balance in my account, I keep getting this warning that my account balance is too low. Tried to talk to 3 different customer service representatives but they all have different solutions none of which has worked. Any suggestions what can be done? I dont want to go on a call for troubleshooting again.

4
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1 month ago
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drogers3385First activity
posted in Billing

bi

Can I do a deferment on my bill?

1
gramps28
Pillar
2 months ago
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Luc1f3rlvFirst activity
asked in Billing

$10 increase in auto-pay

I just want to vent my displeasure and annoyance with the new increase on the auto-pay. I’ve been a customer with sprint for 20 years, been using credit card to pay the monthly charges for many of those years. I think it’s total BS that you want to force people to switch payments and making people pay direct from their banks. Some of us pay on time every month using credit cards, to reap the benefits of earning reward points or cash back. If $10 a month extra, or $120 a year extra, is the cost of doing business on a credit card with you. Then we may be switching providers to another who doesn’t punish those who make payments using their credit cards. I’m sure I’m not the first or last person to bring this to your attention, and I hope you all realize that losing business to make an extra $10 punishing your customers for their payment methods is a really stupid move

3
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2 months ago
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