Bank account charged, no payment history or credit on tmobile account


    Yesterday my bank account cleared a payment to T-Mobile that I did not make, and when contacting customer service, they have no history of that payment period, so I'm out the charge until I make a claim withmy bank to investigate a fraudulent charge, at this point I almost want to cancel my T-mobile service and look elsewhere, after being a tmobile customer since 2011, as of right now though,  they have no record of requesting the funds from my bank, and no payment has been credited from my account balance.

      All replies

      • drnewcomb2

        My advice,whenever money is the root of the disagreement, is to write them a business format letter explaining the situation and demanding that they fix it. If it ever comes to a court or arbitration case, you want the paper trail to show you did everything right. It's OK to call them or contact them on social media, etc. but always follow up with a letter.

          • razrz3dge

            I've contacted both my financial institution and tmobile, and they are both doing the he said she said, tmobile doesn't show the payment and are asking if I'm talking about a previous payment, to which that's not the payment in question, there alternative is contact my bank, and my bank says the payment was made to tmobile like all my previous payments, F800-937-8997 WA, my banks solutions are, dispute the charge, wait a few days or call tmobile.

          • magenta4939060

            I love T-mobile but their system is really screwed up sometimes. Back in February, I was attempting to make a payment arrangement on the website.  Something happened and I got an error message saying to try again.  A few minutes later I got a text confirming the payment arrangement with a card that wasn't mine.  This has happened twice.

            • magenta4939060

              They took your money, applied it to another T-mobile account.  After I told them that wasn't my card on file, I gave them my correct card and made the payment.  They STILL applied another credit to my account using the mysterious card.  The payment was eventually reversed and now they have my account all messed up and flagged as if I did something wrong.  I had to walk my payment in a T-mobile store because they blocked me from online payments. VERY frustrating and they won't admit their system is all out of whack smh! I'm sure it's happened to other people as well.

              • tmo_chris

                Hey folks! I know this is a super weird issue but you can rest assured that we will do everything we can to correct this. For these types of issues, we will need access to your account but cannot do so here on a user forum. Speaking with our customer care teams over the phone or our T-Force team on Facebook or Twitter is going to be the best course of action.


                If you want to do the Facebook or Twitter option, the links are in my signature.

                • icecreamlover01

                  The same thing just happened to me.

                  Yesterday, November 7, 2018, I received a notication from my bank for a charge for over $400 from T-Mobile auto pay. When I contacted T-Mobile they kept saying there was nothing in my payment history about such charge and that I should check with my financial institution. They also asked me if I had another account with them and I told them that I only have one account which I recently opened last month.

                  So, the T-Mobile care specialist asked me for more information and said they were going to investigate the charge.

                  Meanwhile, I had to cancel my debit card and order a new one and to avoid this from happening again I decided to cancel T-Mobile Auto Pay. I rather pay $10 more a month than give them my card information for automatic payments and risk having this happen again.


                  As of right now, the charge is being investigated by T-Mobile and I've also disputed the charge with my bank institution. This is absolutely ridiculous! My monthly bill is only a fraction of that charge.

                  I hope this is solved because I've never had to sue anyone and I don't want my first time to be over something as ridiculous as this.

                    • icecreamlover01


                      So after 3 long weeks of texting and calling customer service, they were finally able to issue a refund. However, they weren't able to tell me what the charge was for. And that was the end of it... So I thought.


                      Today, December 12, 2018 I logged into my T-Mobile account and guess what I saw? Another charge for the exact same amount on my next bill.

                      Once again, they're looking into it and will get back to me as soon as they figure out what's going on...

                    • coco222

                      I had the same problem.  Tmobile actually cut off my phone after I made a payment despite the fact that my payment showed up on my credit card bill.  I had to make a new payment to get my phone service to work again.  However, Tmobile refuses to give me a refund for the first payment even though I can not access that payment to pay for services.  I have talked to 3 people in customer service and billing.  So far I have wasted about 2 hours of my time on the phone.  Tmobile originally sent me a text that my refund was approved, but since then, I have received 3 notices that my refund was denied.  This has been so frustrating.  I am going to my credit card company to charge back the payment. (Apparently, I have 90 days to do charge back a payment with the credit card company after making a credit card payment to Tmobile.)


                      Today I voice recorded the conversation with the Tmobile agent and have kept a detailed log of each conversation.  It is too bad that Tmobile is having so many problems. My suggestion to anyone talking to a Tmobile agent is to voice record the conversation and also to get a transaction # from the agent, the agent's name and the agent's Tmobile ID number.  Most phones will not let you record a phone conversation, however, you can put the phone on speaker phone mode and record the conversation with a second phone's voice recorder app.  Make sure to put the second phone's voice recorder app setting to "meeting" if you have an option to do so.  The "meeting" setting option will make different voices sound clearer.


                      If this was the only problem I had encountered with Tmobile, it would not be such a big deal, but nothing works correctly the first, second or third time with Tmobile. Don't let Tmobile fool you into thinking you are the only person with this problem.  It is obviously something that Tmobile is trying to hide.


                      Sadly, I tried to make a new payment today and had some of the similar issues.  The automated payment system would not add the tax to my payment.  So I am sure that Tmobile would have cut off my service again if I had not called billing customer service to make sure the tax was added correctly. 

                      • magenta7498050

                        The same thing happened to me with 5 monthly payments. My problem is that I can dispute only the first 60 days with my bank.


                        I think someone in Tmobile is stealing credit cards.

                        • soulesss28

                          Its not so strange, I just signed up for T-Mobile paid up for my 2 lines now they cant find my account or anything. I got the sim cards in the mail.. But no account? And no way of refund. I guess they just ate my money. I signed up with AT&T today.. Im more than a little mad @ T-Mobile atm.