You've checked your bill, and things don't look right. What do you do? If T-Mobile makes a mistake on your bill, please let us know. We'll do everything we can to make it right. You should contact T-Mobile Customer Service right away.
You can also request a refund for the deposit you paid at activation, as well as any credit balance or overpayment that may be made to your T-Mobile account.
Even if you're expecting a credit or adjustment on your account, you should still pay the total amount due on your bill to avoid fees and service interruption.
Any credit or adjustment you receive for an invalid charge will appear on your next billing statement:
We refund deposits on final credit balances upon request, unless otherwise required by law. Interest is applied on deposits at the rate the law requires. You can request a return of your deposit if you meet the following criteria:
It usually takes 2-3 days via electronic refund or 6-10 days via prepaid card once you've filed a request for the remaining credit balance to be refunded. If you have a balance, the deposit may be applied to any amount you owe on your account.
If you'd like to request a refund, please contact T-Mobile Customer Service. You'll need to be the account holder or an authorized user and you'll need the following:
If you discovered you have overpaid on your bill, you can contact T-Mobile Customer Service to request a refund for any remaining credit balance.
If your payment was made by mailed check, electronic check, cash, money order, or through a retail location, your refund request will generally be processed within 1-2 business days.
If your payment was made by credit card or debit card, your refund request will generally be processed within 2-3 business days. It'll be reflected on your credit card or bank account within 1-3 business days after that. We can refund money in the following methods:
If you receive notice that your refund request was declined, we want to help you better understand why this may have happened.
Here are reasons why your account might not be eligible for a refund:
TMO Free Msg: You requested a refund of $xxx.xx. However, your account is not eligible for a refund.
Your account isn't eligible for a refund due to a payment on your T-Mobile account being returned unpaid. Because the returned payment may have been the payment you requested to have refunded, we no longer have the funds to process the refund. If another payment was returned, your refund may have been declined because the returned payment reduced your credit balance. Refunding the additional payment would cause your account to become past due.
Please check the status of your recent T-Mobile payments with your financial institution.
If you didn't make this payment or request a refund, please contact T-Mobile Customer Service.
If you paid by check and the checking account has never been used on your T-Mobile, your refund will be held 14 business days from the payment date.
If you don't believe your account fits any of these situations or you need further support, contact T-Mobile Customer Service.
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