Adjustments & refunds

Check out the info below if you are expecting a credit or adjustment issued to your account. Or learn about when you can request a deposit to be refunded back to your T-Mobile account.

 

 

Credit or adjustment

  • When expecting a credit or adjustment on your account, 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.
  • You can find the credit listed in the Monthly Summary under Credits & Adjustments.
  • The amount will be deducted from Total Current Charges.

 

 

Request a deposit refund

  • 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:
    • You have 12 months of active service with T-Mobile. During those 12 months, your account must have remained in good standing.
    • Your account is current, not past due.

 

 

Refund methods & timelines

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

 

  • Check payments must wait 14 days before a refund can be requested to allow time for the payment to process through the bank. After 14 days have past, you can request a refund for the payment.
  • 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 any final charges to bill.
  • Once a refund is submitted it will be reviewed within one business day, and you'll receive an automated text message to communicate the outcome.
  • Debit or credit card payments can only be refunded back to the original card, if approved, your refund will typically be deposited within three business days.
  • Prepaid card refunds can only be sent to the responsible billing party. Prepaid cards will typically arrive within 10 business days by USPS ground mail once a refund is approved.
  • Electronic check refunds can only be requested by the responsible billing party, if approved, your refund will typically be deposited within three business days.

 

 

Refund declines

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:

 

If you received the following text message...You might have been declined because...
TMO Free Msg: You requested a refund of $xxx.xx. However, your account is not eligible for a refund.
  • If you paid by check, you should wait 14 business days after payment date before requesting a refund to allow time for the payment to process through the bank.
  • You might have requested a refund to a different account, and you didn't verify the one-time PIN.
  • You might have requested a refund to a different credit card. We're only able to make a refund to the original credit card that made the payment.
TMO Free Msg: You recently requested a refund of $xxx.xx. However, your account is not eligible for a refund because a payment has been returned unpaid.

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.

Free TMO Msg: You requested a refund of $xxx.xx. However, your account is not eligible for a refund as the credits issued will apply toward future billing.Certain credit balances are not eligible for a refund. If your account balance is the result of courtesy, retention, rebate, or other credits not resulting from a direct T-Mobile financial error, these types of credits aren't eligible for a refund. These types of credits will remain on your account and apply toward your next bill.
Free TMO Msg: Thank you for submitting a refund request; because this is the first time the checking account has been used, the request will be held for 14 days.

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 didn't make this payment or request a refund, please contact T-Mobile Customer Service.

 

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