Pre-paid balance refund

    TL;DR: Would like to cancel my TMO account and get a refund for the remaining balance.


    I've spent most of today trying to get an answer on this and ended up getting conflicting answers.


    Background info: I've got about $90, left in my prepaid account that I'd like to get refunded and I want to cancel my service with TMO immediately.  I have the $30/mo for 100 mins +5GB data/text plan - this plan would be ideal, however the signal at my house is so poor that MMS rarely works and calls dropped all the time.  It generally works great when I'm in the city though.  I've had the service for over 1 year in the hopes that a new tower would go up near my house, but it doesn't look like that will happen.  So I've switched to different carrier and would like to get a refund for the remaining balance in my TMO account.



    Over chat, I was told that I'd be this would be possible by calling: 1-877-720-5195


    After calling this number, and getting redirected (3 times!) to a 'payment supervisor', I was told that this is infact NOT possible.


    I would really like to have the remaining balance returned to me if possible.  It just seems like the right thing to do and shouldn't be a big deal.

      All replies

      • smplyunprdctble

        Re: Pre-paid balance refund

        The Terms and Conditions tell you that prepaid is not refundable.


        Prepaid allows you to load a small amount to verify service before you put

        a large amount of funds on your account.

        • moyomesto

          Re: Pre-paid balance refund

          Quoted from T-Mobile Terms and Conditions


          Additional Terms for Prepaid Customers

          Your T-Mobile prepaid Service account balance, if sufficient, or your active prepaid plan, gives you access to our prepaid Service for a limited amount of time; you must use your prepaid Service during the designated period of availability. To use our prepaid Service you must have a T-Mobile prepaid Service account balance for pay as you go service or be on an active prepaid plan. Service will be suspended when your account balance reaches zero and/or you are at the end of the time period associated with your prepaid plan. Monthly plan features are available for 30 days, however, depending on the time of day that you activate your Service or that your Service expires, your service cycle may not equal 30 full 24 hour days. Your monthly plan will automatically renew at the end of 30 days if you have a sufficient T-Mobile prepaid Service account balance to cover your prepaid Service plan before the first day after your service cycle. If you do not have a sufficient T-Mobile prepaid Service account balance, your prepaid Service will be suspended unless you move to a pay as you go plan. If you do not reinstate prepaid Service within the required period based upon your service plan, your phone number will be reallocated. The Charges for Service and the amount of time that Service is available following activation of your prepaid Service account balance may vary; see your Rate Plan for more information. Prepaid Service is non-refundable (even if returned during the Cancellation Period), and no refunds or other compensation will be given for unused airtime balances, lost or stolen prepaid cards, or coupons. You will not have access to detailed usage records or receive monthly bills. Coverage specific to our prepaid Service may be found at and differs from coverage related to our postpaid Service.


          • dragon1562

            Re: Pre-paid balance refund

            If I was you, I would keep using the service as a spare or give the sim to a family member or something since your stuck with it.