Adjustments & refunds

Expecting an adjustment, deposit refund, or payment refund? Get the inside track by checking out the info below.

 

 

Adjustment

When you're expecting an adjustment on your account, keep the following in mind:

 

  • Still pay the total amount due on your bill to avoid fees and service interruption.
  • Any adjustment you receive will appear on your next billing statement.
  • You can find the adjustment listed in the Monthly Summary under Credits & Adjustments.
  • The amount will be deducted from Total Current Charges.

 

Deposit refund

Most deposits can be returned after 12 months of active service if your account has stayed in good standing and is not past due.

 

  • Returned deposits are applied to your account balance first.
  • Interest is applied on deposits at the rate the law requires.
  • We refund deposits on final credit balances upon request unless otherwise required by law.
  • Canceled accounts must wait a minimum of 30 days with no payment or charge activity before any credit balance can be refunded to allow time for final charges to be billed.
  • You can request any remaining deposit credit balance to be refunded to the original payment method or prepaid card.

 

 

Payment refund

To request a payment refund contact T-Mobile Customer Service. You'll need to be the account holder or an authorized user and able to verify the account.

 

  • Some credit balances aren't eligible for a payment refund and will apply toward your future monthly charges.
  • Canceled accounts must wait a minimum of 30 days with no payment or charge activity before any credit balance can be refunded to allow time for final charges to be billed.
  • Once your refund request is submitted, it will typically be reviewed within one business day, and you'll receive a text message that gives the outcome.

 

 

Refund MethodRefund Requirements & Time Frame
Checking/Savings account
  • Refund can only be requested by the account holder.
  • If approved, your refund will typically be deposited within three business days from approval date.
Credit/Debit card
  • Card payments can only be refunded back to the original card.
  • If approved, your refund will typically be deposited within three business days from approval date.
Prepaid card
  • Refund can only be mailed to the account holder.
  • If approved, your refund will typically arrive within 10 business days by USPS ground mail from approval date.

 

 

Refund decline

If you received a text message saying your payment refund was declined here are some common reasons why.

 

Text MessageDecline Reason(s)
TMO Msg: You recently requested a refund of $XX.XX. However, your account is not eligible for a refund because a payment has been returned unpaid.

A recent payment on your T-Mobile account was returned unpaid. Check the status of your recent T-Mobile payments with your financial institution.

TMO Msg: You requested a refund of $XX.XX. However, your account is not eligible for a refund as the credits issued will apply toward future billing.

Some credit balances are ineligible for a payment refund and will apply towards your future monthly charges.

TMO Msg: You requested a refund of $XX.XX. However, your account is not eligible for a refund.
  • Your payment may not have settled through your financial institution yet.
  • You may have requested a refund back to a card that wasn't the original payment method.
  • A one-time PIN may not have been verified if you requested a different refund method.
  • There may not be a credit balance on your account, so a refund can't be issued.

 

If you don't believe your account fits any of these situations or you need further support, contact T-Mobile Customer Service.