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On 12/31/25 I ordered two I-Phones from T-Mobile which I received in a week or so. In the meantime I decided since we are on a limited income (Social Security) I should return the phones due to budgeting issues. The phones were returned with no problem. However, it seems charges were being accumulated for T-Mobile services which we never received. We were never connected to T-Mobile’s cell service. We were never disconnected from our current carrier (Spectrum). I should not have to pay for a service I was never connected to.
T-Mobile owes me $83.91. This is a basic breakdown:
1/2 I was charged: $123.60
1/22 I was charged: $306.65
3/6 Credit card credit: -$123.60
4/3 T-Mobile refund: -$222.74
Refund still due: $83.91
In addition T-Mobile billed me:
$123.60 for "Late Payment Due”
$25.00 for a “One Time Charge” for "Insufficient Funds”
Below you will find a detailed timetable showing my attempts to rectify this with T-Mobile to no avail. I have spent seven hours on phone calls with T-Mobile and they promise but they do not deliver. I asked repeatedly for confirmation emails about our conversations and they refused every time.
1/2 I was charged $123.60.
1/22 I was charged $306.65.
1/26 I called and "Mike" said all charges would be fully refunded by 2/3 with an "Internet Card”.
(57 minutes call time)
2/4 I didn't receive the refund on 2/3 as promised so I called and "Sky" said $123.60 would be refunded within 10 days and the remainder would be refunded in two billing cycles.
(24 minutes call time)
3/4 I called again. When I asked to talk to a supervisor the call was disconnected.
(66 minutes call time)
3/6 I filed a dispute for the $123.60 charge with the credit card company.
4/1 I called and was told to "Wait for the bank".
The credit card company finalized their research and officially
refunded the $123.60 disputed charge.
(97 minutes call time)
4/2 I called and was told I would receive the remainder of the refund
of $83.61 in one to three business days.
I was given Escalation #[protected]
(13 minutes call time)
4/3 I was credited $222.74 by T-Mobile.
4/23 I was told I would have the remaining $83.91 refund in 24 hours.
(14 minutes call time)
4/25 I received a late notice for $123.60. When I called I was told the refund is "pending" and I needed to wait 24 hours to receive it. When I asked to talk to a supervisor the call was disconnected.
(79 minutes call time)
4/27 I was told I would have the refund in 48 hours and they would call me about it beforehand. I have no record of the call. I was also told they tried to call before about the refund but I didn't answer. I checked my records. I never received a call.
I was told the Caller ID would say "[protected]".
I was given Escalation #[protected]
(43 minutes call time)
5/2 I received a bill dated 5/2 for $148.60 for:
"LATE PAYMENT DUE" of $123.60
“ONE TIME CHARGE" of $25.00 for "INSUFFICIENT FUNDS"
5/5 I talked to "Tony" and he said the case is at the highest escalation point and the account would be corrected by Monday 5/11/26.
(25 minutes call time)
I never received the refund. In addition, they have billed me an extra $123.60 and another $25.00. Any help you can provide in processing my refund and stopping T-Mobile from harassing me with bills I don’t owe would be greatly appreciated
Desired outcome: I would like to receive the remainder of the refund T-Mobile owes me ($83.91).Also I would like T-Mobile to stop sending me bills that I don't owe.
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Follow up, chat conversation was disconnected, at 9:32 AM a customer service informed me that there was an outage and that service should resume in - 4 hours. If I don’t work, I don’t get paid; however, T-mobile got paid for doing absolutely nothing. It would be wonderful if a group of attorneys would put together class lawsuit for situation such as this.
I can really relate to your complaint. I have a very similar situation with you. Like you , I also transfer and I cancelled my service from them but I was only able to transfer my 2 active lines since I NEVER used my 3rd line and I completely forgot about it, because it was never used , the SIM card was not even put in a unit(cellphone). And the customer service did not even bother to give me a heads up about what I am going to do with my 3rd line. But T-Mobile is being sneaky , they put layers in their service , I mean, different department which make it so difficult for the consumer to make a dispute or something . They will tell you that they cannot do anything or see your complete account activity so they don't know. I have called TMobile as soon as I notice their charges which was just $87 at first , but they were asking for a PIN number since I have no more active lines with them I was not able to do it then. Meanwhile , I disputed the charges thru my bank. Since I was working everyday , I was not able to go to their store soon enough . And when I went there , I just have my pin # renewed thinking it will be enough when I called them again online in my house. I didn't knew that once I will be in contact with the customer service AGAIN they need to send you a code like 2nd verification which I cannot do it again since I have no active line. As I have said I worked everyday .So a week or 2 past again.The second time(6/1/26) I was in the store, that's the time they connected me to outside customer service, I told the customer service that I already cancelled (4/12/26) my account and wonder why there are still charges being incurred , I asked the customer service to waive the charges because that 3rd line was never used and they can check in the history that there was no activity on it. But I was told that it can be done at the end of the month. And the customer service did not clarify to me the charges. Since last week I got calls from T-Mobile but always missed it , good thing today(6/30/26) I was able to answer the call on time and I was told by a robocall that I need to pay $199 something. I remember that it's end of the month. So for the 3rd time , I went to TMobile store, but after spending almost 2 hours there trying to talked to customer service once and for all but nobody will hear me out , the first customer service supervisor even disconnected me when I was trying to dispute the charges and asking him the person who is higher than him who can help me with the unjust charges. IT'S SO FRUSTRATING. Even though I was so mad already but I cannot do anything but to contact them again . it is the last day of the month otherwise the charges will go even bigger. And it seems to take forever before you can talked or be connected to one customer service. But to my dismay that 2nd customer service supervisor still was not able to waive the charges as per policy. I am so tired and frustrated , I even undertake from my job just to take care of this once and for all. But I still end up paying , and worst I was even force to pay $223.49 to a line that I haven't used ever since. I feel like I was robbed with knife pointed at my neck. BUT I am not letting them get my hard earned money for nothing. I have to write FCC , BBB and Dep't of Consumer affairs.