Postpaid

Accounts, Plans, Features, and Billing

4824 Discussions

SunshineConnieFirst activity

asked in Billing

Family Allowance

Why am I being charged $25 a month for family allowance when I don’t need it?

17 days ago

MattygNovice

asked in Accounts & Services

Ordered phones online, cant create account.

Hey there, I recently ordered 3 phones online. Before the phones arrived I thought I'd create an account and get myself familiar with their app and website. It's asking for a phone number. Just says number not found. Also anyone else have any experience on what I do when I get the phones? It's going to have numbers ported over from att. I thought it was weird it didn't ask me for account number and transfer pin. Just wondering how easy or difficult it will be once phones arrive. Thanks in advance

17 days ago

GreenCarl19Novice

asked in Upgrades and Orders

Escalate complaint over trade in promotion where no monthly bill installment was promised

Hi - In March I was told by T-Mobile representative that I could upgrade my 2 lines of iPhone 12 to iPhone 15 for about $100 each for the device and I would only pay about $10 monthly equipment installment for each. Now it’s June. I received my bill an it’s $63 higher for 2 lines. I called. The representative actually read the transcript and confirmed that what I just wrote was correct. And T-Mobile rep misspoke. They meant to say that I would get about a $7 discount from normal equipment fee. All they said that they were sorry. And they did mess up. And that the previous employee would be disciplined. And I could return my iPhone 15’s and go back to the iPhone 12’s. Talk about hassle factor! But that I would still pay more per month because there was no promotion available. In other words, there was no way forward without paying more… even if I somehow went backwards to iPhone 12’s. I’ve been a customer for 17 years! anyone have any suggestions on how to complain outside

17 days ago

CAcustomerFirst activity

posted in Accounts & Services

How do i get US based support?

T-Mobile support has become an absolute joke. Their slogan of “no jumping from agent to agent” is an outright lie. The overseas call center doesn't know how to use the tools, cannot understand simple English and incompetent is an understatement. There appears to be no one working in the US anymore and I cannot even get a straight answer on what my payoff is to transfer to another carrier.

17 days ago

KimcheeFirst activity

posted in Accounts & Services

Tmobile trade in is SCAM

T mobile trade in is definitely a scam or useless reps that promised resolutions to just get you off the phone. I have port in and trade in my phones from Verizon in Sept 2022. They advertised and promised the trade-in amounts. Processed at store in Sept and somehow one of the trade in was linked to wrong line. Rep at store claim it is not an issue for the promotion etc. Ever since then, i had called customer care and spoken to over 10 reps since Sep and still have not been corrected by T mobile. So, beware when you decide to port in or trade in your phone in Tmobile.. You may never see the credits/promotions promised.

17 days ago

TGB101First activity

asked in Accounts & Services

Virtual Prepaid Card

When will I receive my promo prepaid card. I submitted it back in may and all it says is received. I’m starting to think I won’t even receive it

18 days ago

iM2_cuteFirst activity

asked in Billing

Took money from my account without my permission

I called the customer service agent to make payment arrangements. The agent did that and said the transaction complete. Instead of the date I selected,T-Mobile used the automatic payment to take over $100.00 WITHOUT MY AUTHORIZATION! I spoke with 4 SUPERVISORS WHO PROMISED ME TO EXPEDITE my complaint. THAT DIDN’T HAPPEN. It has been over a month. NO CONTACT or REFUND FOR THE MONEY THAT WAS FRAUDULENT TAKEN FROM MY ACCOUNT WITH T-MOBILE. I WANT MY MONEY BACK FROM T-MOBILE! Otherwise my opinion of this company is HIGHLY UNFAVORABLE!

18 days ago

magenta6841586First activity

asked in Accounts & Services

How can you tell when the 2 years are up on my account?

I am close to my 2 year contract being up. Where do I lookto know for sure. Calling has give me 2 different answers.

18 days ago

SstyduharFirst activity

asked in Accounts & Services

teacher discount

Do I still receive a teacher discount on my account?

19 days ago

IamSamIamNovice

asked in Billing

127 or 128 mean in my incoming text log

Does anyone know where text messages are coming from when it is displayed in the incoming text log as 127 or 128? I seem to be getting many of these codes but I don’t recall receiving the texts…. But I see it in my text message log.

19 days ago

CJH-JordanFirst activity

posted in Accounts & Services

How Can T-mobile get away with Stealing & NEVER resolve issues, only promising to have a Supervisor Call back but Never Do?

Wow! T-mobile is a bunch of thieves! It seems they are known to make deals in store and sell promotional offers that never seem to translate to your bill. Then they claim those offers never existed & meanwhile you are out your equipment you previously traded & now have lost the unlimited phone plans you had been grandfathered in using for previous 7 years. Only to be unable to get any manager on the phone to return your call as promised by the reps you have repeatedly wasted HOURS with on the phone! Run don’t walk - RUN away from such unethical practices! I am no reading many similar stories here online exactly as it happened to me AFTER I’ve been with the T-mobile company for 7 years + already. My account was on a set-it and forget it but we went in to purchase new phones at Christmas. Instead of simply allowing us to buy 2 phones billed full price at $33 each per mo (to increase our bill $66 each month total) - we were up sold a whirlwind of complicated promo deals based on

19 days ago

matisse.mozerFirst activity

posted in Accounts & Services

USPS lost my trade in phone needed for a rebate

I purchased an iphone 11. It has a rebate of $580. The rebate requires a trade in, and I mailed in my old iphone 6s to Assurant with the prepaid label given at time of purchase. The tracking number shows no activity after the iphone 6s was accepted by USPS. (Tracking number: 92162901067815500230947524). It simply says "in transit" and has said so for 2 weeks. I have opened a a "missing mail" inquiry (USPS Missing Mail Search ID: 7879319). RIght now, T-mobile has notes in my account that I have inquired about this, and that I have filled out a missing mail search with USPS. The phone must be received by December 4 or else the rebate is denied. (At this point, I assume the iphone 6s will never be found.) My question: Has T-mobile ever honored a rebate if the trade-in phone is lost by USPS?

19 days ago

valor

asked in Accounts & Services

Account Security Concern — 355+ Open Ports Scanning “T-Mobile.com” — Severe Third-Party Control

My family and I have undergone a serious security breach from account opening in September 2023 to present. I have taken to network security websites and tools to try to determine the cause of the problem that is keeping persistent connection from a third-party on my mobile lines Recently I did a Port Scan for the domain “T-Mobile.com” and found that there is at least 355 open ports (and 10’s of thousands of identified, closed, or blocked ports). This is very much out of the norm for any other domain I scan (having only 3-5 open ports). I am seeing Port 11 (sysstat - active users), 9040, 9050 and 9051 open for tor transport, 12345 and 12346 for backdoor Trojans onto our devices, among many other seriously concerning ports Threat actors have enabled third-party licensure and tools for our accounts which forbid security and privacy. Every bill’s text and call log activity is 90% unrecognizable activity. It is strongly believed my phone lines and all activity on them are being shared. Wh

19 days ago

Rob56First activity

asked in Accounts & Services

T-Mobil Not Honoring Their Agreements

T-Mobil quoted me a price and after 4 months still will not honor it. They told me I had a $1000 credit for a new phone and it would cost nothing for me to trade in my old phone and now they are trying to charge me for it. Promised a $200 credit for signing up and you guessed it no credit to date. Every time I talk to a representative at the store about my problems they play with the computer, go in the back room, look at their phone and 2 hours latter tell me they have fixed the problem and nothing changes. The bill is still way over what they promised and no credits. I can feel they are just trying to wait me out, hoping I will give up. Does anyone know how to get some help to either get out of my agreement with them and move on or to make them honor their agreement? It amazing that this company seems to have a policy of promising things they have no intention of providing!

20 days ago

GlogrilNovice

posted in Upgrades and Orders

Worst in store experience ever!

On 8/21/24 I went into the T Mobile store to pick up my new phone. Anytime I have called T Mobile and worked with agents over the phone it’s always an easy and great experience. And the wrong phone got shipped, so I called and the rep located a store that had the correct phone. He said it would be easy and only a quick few minutes. I was handed a receipt and the phone and drove away in my car. A few minutes later AFTER I LEFT THE STORE WITH THE PHONE AND MY RECIEPT they called and said there is an error and I needed to come back. So I turn around and go back to the store. This is where it gets bad. I already gave the store the incorrect phone that was shipped to me (which I get it- stuff happens and not a huge deal). For the next 2 hours I got a lesson in first grade math. Literally. He was writing down numbers and attempting to solve basic plus/minus equations but wound having to use a calculator. I explained I don’t need to see the numbers and add and subtract here- I can see the num

20 days ago

Smb22First activity

asked in Billing

lines added to acct without authorization

3 lines added to my acct then suspended by rep in store how do I get them removed

20 days ago

Wrightr441First activity

posted in Accounts & Services

WHY MY PHONE NUMBER WONT WORK

It's been over a week. And still have yet to use my number ending in 1051.I have called numerous of times . Gone to the store. Talk to custo.er support and tech. Ticketed numbers have been made and still I have yet to use my number. When all it was suppose to be is a phone change. Now I'm losing money,because someone on call team did something to my line. My customers are hearing check the number and try your call again. I NEED MY NUMBER BACK ON AND WORKING ASAP. THIS IS MY WORK NUMBER!! IM LOSING MONEY BEHIND THIS!!! BUT YALLWILL MAKE SURE YOU TAKE YOUR BILL MONEY OUT AND IM STILL CANT USE MY PHONE!!! JASON WRIGHT

20 days ago

TaraD143First activity

asked in Accounts & Services

Text time is inaccurate why arent usage logs as they truly are ??????

So according to my usage log my messages don't come in until three hours later than the time they were actually sent ! Can somebody please explain this to me and help me better understand why I dont have a accurate time and date on my bill as the time and date that the messages were actually sent !!! PLEASE ADVISE !!!!!!!

20 days ago

magenta6425613First activity

published in Accounts & Services

Data usage higher than it should be.

I’ve noticed the same thing.My data usage is absurd and it shouldn’t be.I think T-Mobile changed something and they’re showing that we’re using way more data than we are.Something isn‘t right &#128549

237414

20 days ago

TeresazuNovice

asked in Accounts & Services

is the LOCAL Team of Experts discontinued

I havwnt reached a local team of experts in months. I used to find them helpful in a variety of areas. The outsourced reps don’t seem to understand my question, but there was always that Tmobile promise of a designated team local to the customer. What ever happened to that?

20 days ago

psmckelveyFirst activity

published in Accounts & Services

Assurant Damaged Device Returned - Not Recived

I filed a claim with Assurant in early February 2020- they denied it at first then after another call they approved it. I received the replacement and returned my damaged phone on 2/7/2020 via USPS using the label they provided. I called after receiving the second notice that the phone was not received as it should have been delivered by then. Turns out it had been delivered on 2/11/2020, but there was no phone inside the envelope. I called Assurant and was told that the envelope was sealed, but that the ends were opened. Sounded to me like the way they probably open these when they arrive and process the claim. Regardless, they said i would have to file a claim with USPS and that if they did not find the phone i would be charged non returned fee for it. I asked them to share there notes with me, so that i could use them when filing a claim with USPS, she said she could not. I asked that the call be escalated and the manager proceeded to tell me that was correct and that USPS h

1075837

20 days ago

BertrandHelper Level 1

asked in Accounts & Services

Why is T-mobile charging for WhatsApp international video calls?

I have been noticing increases on my monthly bill lately and called in to verify. The agent told me the extra charge is due to an international call. But guess what: I have been calling my country for years using WhatsApp Video Call and I have never been charged, since I have unlimited data. When I google the question I realize I’m not the only one who has this problem with T-Mobile. On my first call to the billing department the agent told me that international phone calls made through WhatsApp can be charged; she issued a one time courtesy refund to my account though. Then I spoke to a second agent and then a third agent, who both blamed WhatsApp for the issue. Here is what What’sApp says on google about this known issue:“WhatsApp uses your phone's cellular connection or Wi-Fi network to send and receive messages and calls to your family and friends. As long as you haven't exceeded your mobile data allowance or you're connected to a free Wi-Fi network, your mobile provider shouldn't

20 days ago

Kirito23Novice

asked in Billing

Change of address?

If I change my address to a different address will T-Mobile make me send my phone back and make me go through the whole process again?

20 days ago

jwpostonNovice

asked in Accounts & Services

Is anyone else had their elderly parents get scammed by TMobile

My elderly mother was told by the store her Iphone upgrade would be free but when she got the bill it was not free. She went back to complain at the store and they called corporate and corporate said because she didn’t change plans it wasn’t free. This was even after the store admitted to saying it was free. Another phone she got at the same time has quit working and replaced twice. Each time the phone is replaced the phone bill goes up even though it has insurance. They tell her it is a technology issue with the phone and technology isn’t covered by the insurance plan.

20 days ago

machboyFirst activity

asked in Accounts & Services

Customer

I am writing to formally express my dissatisfaction with the customer service I received during my recent transition from Verizon to T-Mobile. Unfortunately, my experience was profoundly negative and warrants your immediate attention.During the account transfer process, T-Mobile repeatedly made errors with both my name and address. I have spent a total of 26 hours on the phone with various representatives attempting to resolve these issues.To my dismay, one of the representatives, in particular, made an inappropriate and offensive remark, This level of unprofessionalism is unacceptable and has significantly impacted my perception of your company.Given these circumstances, I am compelled to discontinue any further business with T-Mobile. I request that you address this issue with the seriousness it deserves to prevent similar experiences for other customers in the future.

20 days ago

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