T-Mobile USA review: mobile phone services

I am writing to file a formal complaint against T-Mobile regarding improper billing for services that I never received or used. I am requesting that this matter be reviewed immediately, that the balance being claimed by T-Mobile be removed, that any negative credit reporting be corrected, and that the $40 activation fee I paid be refunded as originally promised.

On January 4, 2026, I placed an online order with T-Mobile for phone and internet services after seeing a promotion stating that T-Mobile would pay up to $800 toward closing out my services with AT&T if I switched to T-Mobile. As part of the order, I was charged a $40 activation fee for internet service.

On January 6, 2026, I received the internet modem and SIM cards in the mail. That same day, I contacted T-Mobile to activate the services. During that call, I was informed that I could not proceed with the services because my current phones were locked to AT&T and that I would need to pay off my phones before I could switch to T-Mobile. Since I was unable to use the services as expected, I immediately instructed the representative to cancel the complete order and all services.

The representative assured me that because the services had not been activated, I was within my right to cancel. I was also told that, since the account had not been used, any charges would be reversed. During another call, I was informed that because T-Mobile bills one month in advance, I would need to wait until the billing cycle generated and that any charges would then be reversed. I was further told that the only remaining item would be a $40 credit, which would be refunded back to the original payment method.

Despite this, T-Mobile generated a bill on or around February 3, 2026, and instead of refunding my $40 activation fee as promised, T-Mobile applied it toward a bill for services I never activated, received, or used. Since then, I have contacted T-Mobile several times over the months in an effort to resolve this issue. I have explained both verbally and in writing that I canceled the services immediately after learning I could not use them and that the services were never activated. However, T-Mobile has continued to claim that I owe a balance.

This situation is extremely concerning because I am now receiving bills for services I never received, and this matter is affecting my credit rating. I should not be held responsible for charges connected to services that were canceled immediately and never used. T-Mobile’s failure to properly cancel the account, refund my activation fee, and correct the billing issue has caused unnecessary stress and possible financial harm.

I am requesting the following actions:

Immediate cancellation and removal of any balance T-Mobile claims I owe.
A full refund of the $40 activation fee to the original payment method.
Written confirmation that the account was canceled and that no balance is owed.
Removal or correction of any negative reporting made to credit bureaus or collection agencies.
Confirmation that this matter will not continue to affect my credit rating.

I have made several attempts to resolve this matter directly with T-Mobile, but the issue remains unresolved. I am requesting immediate attention and written confirmation of the resolution. Please review the account history, call records, order records, activation status, and billing notes, as they should confirm that the services were never activated or used and that cancellation was requested immediately.

Thank you for your prompt attention to this matter. I expect this issue to be resolved fairly and without further delay.

Sincerely,

Allison Bryant