Billing FAQs

Find answers to commonly asked questions about billing.

 

 

FAQs

I haven't received my bill. What should I do?

If your bill is missing or late, contact T-Mobile Customer Service.

 

 

 

 

Why am I being charged for roaming?

Because calls and services are billed differently for domestic and international roaming, sorting it all out can be confusing. If you have questions about roaming charges, contact T-Mobile Customer Service.

 

 

 

 

I think there are charges missing on my bill. What should I do?

There may be times when calls do not charge to your account until one or two bill cycles after they occur. These are known as late billables. Although late billables are commonly associated with roaming, there are several reasons that call charges can be delayed.

 

  • The most common cause for late billables is roaming (domestic or international) on another network:
    • Before T-Mobile can bill you for roaming on another network, the service provider must supply us with the call records.
    • Service providers commonly do not send such records until the following bill cycle.
  • Late billables can also result from other account activity:
    • Delayed activations
    • Bill cycle changes
    • Mobile number changes

 

 

 

 

I recently filed for bankruptcy. Where can I mail my notice?

If you file for bankruptcy, mail your notice(s) to us at the following address:

 

Bankruptcy Department

P.O. Box 53410

Bellevue, WA 98015-3410

 

Be sure to include your T-Mobile account number, Social Security number, or Tax ID with the documentation.

 

 

 

 

What's the difference between Bill Current and Bill Arrears?

There are two different billing methods for our postpaid customers: Bill Arrears and Bill Current. Accounts activated on or after May 20, 2012, have Bill Current, while accounts activated before that date are Bill Arrears.

 

New T-Mobile customers who are billed in arrears sometimes end up waiting two months before receiving the first bill because of how the bill cycle end date aligns with the activation date. This delay often causes shock, frustration, or confusion when the first bill finally arrives. With Bill Current, your first bill will be received when all the information given to you at activation is still fresh in your mind and will make more sense.

 

The Bill Current billing process is an industry standard among wireless carriers and will provide greater consistency and familiarity with the billing experience for new T-Mobile customers. Having an industry standard also helps avoid confusion, especially when switching wireless carriers.

 

 

Bill Arrears vs. Bill Current

 

Bill Arrears

Your monthly recurring charges (e.g., rate plan, features, and discounts) are billed and due after your bill cycle closes.
Example: Your bill cycle starts on the 5th of the month and ends on the 4th. You receive a bill in May for charges from April 5 – May 4.

 

Bill Current

Your monthly recurring charges (e.g., rate plan, features, and discounts) are billed in advance at the start of your bill cycle and due within that bill cycle.
Example: Your bill cycle starts on the 5th of the month and ends on the 4th. You receive a bill in May for expected charges for May 5 – June 4, plus any fees or overages from April 5 – May 4.

 

 

Extra, one-time charges

Overages, usage charges, downloads, premium content, Equipment Installment Plan (EIP) charges, fees, and taxes are billed after the bill cycle closes for Bill Current and Bill Arrears billing.

 

Bill Arrears

If you are a Bill Arrears customer, your bill includes monthly recurring charges plus any non-recurring charges for the bill cycle that just ended.
Example:Your bill cycle starts on the 5th of the month and ends on the 4th. You receive a bill in May for all charges (monthly charges plus any fees or overages) from April 5 – May 4.

 

Bill Current

If you are a Bill Current customer, your bill includes monthly recurring charges in advance for the upcoming bill cycle plus non-recurring charges from the previous bill cycle that just ended.
Example: Your bill cycle starts on the 5th of the month and ends on the 4th. Your May bill includes normal monthly charges for May 5 – June 4 plus any fees or overages from April 5 – May 4.

 

 

My billing method

If you activated an account before May 20, 2012, and added a line to your existing account, your billing method remains Bill Arrears unless you need a new account created for any reason or request to change the billing method to Bill Current. If you activated a new account on or after May 20, 2012, your billing method is Bill Current.

 

If you're not sure when you started your service with T-Mobile, the copy of your service agreement should have your activation date. If you don't have a copy of your service agreement, please contact T-Mobile Customer Service and we'll be happy to look up that information for you.

 

 

Changing your billing method between Bill Arrears and Bill Current

To request a billing method change between Bill Arrears and Bill Current, please contact T-Mobile Customer Service contact Customer Service.

  • Only the Billing Responsible Party can authorize a billing method change on an active account.
  • Once your account is on Bill Current billing, it cannot be deleted or changed back to Bill Arrears.
  • If you need to cancel a request to change to Bill Current, you'll need to contact T-Mobile Customer Service. before the change goes into effect.

 

 

Future dated changes

Future dated changes occur when the effective date of a change is scheduled to start at the beginning of your next bill cycle. When making a future dated change, the impacts to your bill are the same regardless of your billing method. Your new monthly charges will appear on your next month’s bill.

 

 

Backdated changes

Backdating occurs when the effective date of a change is scheduled for a date prior to today. Backdating may occur in limited scenarios, such as to fix a T-Mobile error or when upgrading a feature. When backdating a rate plan and/or feature change, the bill impacts are varied depending on whether you have Bill Current or Bill Arrears.

 

  • Bill Arrears: Your next bill will reflect the monthly charges for the new feature(s) you have chosen today.
  • Bill Current:
    • You'll see a credit on your next bill for the previous charges that you already paid for the current bill cycle.
    • You'll see a charge on your next bill for the new charges selected today for the current bill cycle.
    • You'll see the monthly recurring charges on your next bill for the new feature(s) for the next bill cycle.
    • We suggest that you pay the current balance by the due date and look for any adjustments to be reflected on your next month's bill.

Note: Any recurring discount will not be applied for the month where the backdated change was made. Discounts can only be applied to future bill cycles.

 

 

Mid-cycle changes

Mid-cycle changes occur when the effective date of a change is scheduled to start in the middle of your bill cycle. When making a mid-cycle change, the bill impacts are varied depending on whether you have Bill Current or Bill Arrears.

  • Bill Arrears: Your next bill will reflect prorated monthly charges for both the old and new rate plan and/or feature.
  • Bill Current:
    • When adding new features, you'll be billed the prorated monthly charges for the current month, plus the full monthly charges for the next month.
    • When removing features, you'll receive a prorated credit on your next month’s bill for the time you did not have the feature.
    • If you make a change in the middle of the bill cycle, you'll be credited the prorated monthly charges for the removal then charged the prorated amount for the remainder of the bill cycle, along with next month’s monthly charges, on your next bill.
    • If you're changing to a lower cost feature mid-cycle, your next bill will be lower than your new monthly charge. This is due to the cost difference in the features causing you to receive a credit toward your next month’s monthly charges.

 

Note: Any recurring discount will not be applied for the month where the backdated change was made. Discounts can only be applied to future bill cycles.