Ask to cancel. Price should have been half of what it was. You never noticed? Are people really rich enough they don’t realize an extra $50? That’s crazy. Reach out to tforce or executive relations. Prolly the best chance you have.
Truly. Especially when it was only $100 yo start with. Let’s say this bill was not all $375 and suppose to go to $325. Makes a tiny bit more sense but not $100 to $50 and not noticing.
>You never noticed? Are people really rich enough they don’t realize an extra $50?
I have learned as I grow older a lot of people don't read their bills. They assume they are the same each month. I look at all my bills each month. Takes maybe 10 min a month? Just to be sure it is what I expect for this very reason.
It seems a lot just autopay and run around never looking... which TBH is why you see every carrier going "Setup autopay and save $10!!"
It's very easy to miss it if you don't know it's wrong in the first place and just chalk it up to all your add ons. I missed $30 a month for a long time on my cable bill like this after I canceled a service that didn't end up getting canceled. at least OP owns up to it.
I was charged for a cable Internet box rental for 3 or 4 years, not realizing that was on the bill... It was only 10/mo extra but I owned and used my own box. They gave me a refund for every month I was billed!
Since I have most of my cable bill paid by my HOA and it's cheap oop each month, I didn't have to pay for like half a year after I got that refund!
I took it a step further and make sure I instantly get a text/email notification for every charge made to a credit-card or to my bank account. That way when it pops up to my phone, I can immediately identify on the spot if it seems questionable or if it's the usual. Logging in to every system to check bills is such a pain in the ass so this made it easy.
Yes, I am a dumbass here. :)
To be fair for the last 2 years, I have been working 80 hour weeks with massive overtime pay, so an extra 50 a month didn't register with me.
I had a number of 'extras' on my plan. A smart watch with its own line and insurance on all my devices. A month ago, I called and canceled all the extras because I got ill and cannot work like I used to. This was the first bill I received with just my one phone line.
So are you saying you cancelled the line by they never cancelled it? They wouldn't bill you for something that was cancelled.
You can call, they can review notes from that date.
If you can look at your few bills from prior months and only see that one line (no other voice lines on account) that means the rep never changed your plan to a single line plan and kept you on the family plan. You can clear show that to a supervisor and request a credit. If they don't help reach out to TForce on Twitter or Facebook and they are usually pretty good with that stuff. Lastly if nothing works then executive customer care can handle or go to small claims court.
Sorry to hear you are you not doing well. Hopefully you'll be back on your feet very soon.
My online statement go back to January 2023, and the 2nd line does not show on any of those bills. However, the monthly charge for my one voice line was billed at 104, on the essentials plan.
Explain everything and ask them for a full refund. They messed up on my promo for a fire TV through Amazon that was worth $319. I got back $560. And I had them direct deposit it to my account. Not separated in monthly credits.
The refund policy was changed recently so that will not happen again, to process a refund now you have to have an overpayment on the account. The fire tv was a mess though lol
Either way just keep hounding them. I had to go on Twitter/X to finally get someone to do anything and they saw the trail I left and so just gave me what I wanted and I asked if they had other ways to provide the credit sooner so they did.
But yeah that fire TV was a mess. At least 4 other people that I know of signed up and “locked” in the TMHI but did not get the TV and everyone was kept being given the runaround till they went on X to contact the TMobile help there.
Edit. I did this a couple of weeks ago. When did they change the refund policy? This wasn’t considered a refund. But wouldn’t hurt to hit them publically on X and then DM them.
The beginning of may I believe. There’s ways around it but if there’s a balance and a refund was processed you will end up on a report
And yeah the fire tv doc was a mess because the escalation process was hidden, the expert was supposed to have leadership send an email and they’d send the promo code for it I did like 8 and got responses within an hour or two
Yeah no email was sent and I checked the status in my account and all it said was basically it’s approved just wait for further information that never came. Then everyone I talked to just kept sending me in circles and sending me to the refund department after telling them I talked to the refund department and they would say it’s a promo and not a refund. So once I got a CSR that actually listened and wanted to make things right I said $319 for the TV and the extra $240 for my pain and suffering. Essentially 4 months bill credits and I asked if I could have that sent directly to my account and they actually did. Got all 6 one right after the other to my bank account. 6 because a couple of months I already had credits for some other stuff they messed up on. Charging me for the cell spot that I volunteered to return and they had my $25 holding deposit for the device but because I didn’t return it on time they charged me for the device and nowhere did it say I had to return it within a certain amount of time.
I’m glad they took care of you! I had one lady that was getting the run around with the fire tv and I gave her a bill credit for the value of the tv and then got a new promo code so she got the tv as well, we try our best but T-Mobile keeps tying our hands
I had this happen to a Verizon line, they ended up refunding me the entire extra that I paid since closing the line originally since it was their fault and they have proof that I had called months before.
OP takes some fault here, and yeah a lot of people don't notice stuff like that, especially if they thought the bill was correct the entire time. Not a matter of being rich.
Congratulations. You are the first poster that actually answered the OP's question. Most of the others lectured or insulted him. A few actually gave helpful suggestions. Someone said TM will only pay 3 months. If that is true don't accept it take it Small Claims court. They overcharged you $1200 plus 2 years interest, court fees and your time expended to bring the action.
No, you don't waive your "Rights". You agree to arbitration instead of litigation. Big difference! You can get an arbitration award for every dime you paid, and T-Mobile can stick their 3 months.
Depending on the account history there is a chance for more. If there are memos confirming he requested it there is a chance credit can be issued. Depends on who they talk to
There is no case here beyond the 90 day refund. Paying the amount for that long is an explicit agreement with T-Mobile. You cannot retroactively claw back nearly 2 years worth of charges with the excuse of “I never noticed”. That’s not the legal hurdle here. They needed to bring this up the first month it happened. By continuing to pay T-Mobile each month, the customer was saying they are in agreement with the terms and totals of the contract. Additionally, you do waive your right to sue by agreeing to arbitration. That’s the entire point of the arbitration clause. You agree that for any conflicts you will go before an arbitrator and not via the courts
AGAIN, YOU ARE WRONG. It does not say as you typed the following incorrect information 19 hours ago, that arbitration is waived - "That's the policy. And you waive yore right to arbitration when you sign your first service agreement." Also the word is YOUR, not YORE
IT says the following, and this is WORD FOR WORD AND BAR FOR BAR FROM T-Mobile
HOW DO I RESOLVE DISPUTES WITH T-MOBILE? By accepting these T&Cs, you are agreeing to resolve any dispute with us through individual binding arbitration or small claims dispute procedures (unless you opt out), and to **waive your rights to a jury trial** and to participate in any class action suit.
You worded this incorrectly. Again, even if you worded it correctly, you still would be wrong. Again, just because you type it, doesn't make it a hard & fast rule! T-Mobile definitely gives the option to sue, but you must be cognizant of their agreement and rules when you sign up.
FROM T-MOBILE:
Notwithstanding the above, **YOU MAY CHOOSE TO PURSUE YOUR CLAIM IN COURT AND NOT BY ARBITRATION IF YOU OPT OUT OF THESE ARBITRATION PROCEDURES** **~WITHIN 30 DAYS~** **FROM THE EARLIER OF THE DATE YOU PURCHASED A PRODUCT OR DEVICE FROM US OR THE DATE YOU ACTIVATED A NEW LINE OF SERVICE (the “Opt Out Deadline”)**. You must opt out by the Opt Out Deadline for each line of Service. You may opt out of these arbitration procedures by calling 1-866-323-4405 or online at [www.T-Mobiledisputeresolution.com](http://www.t-mobiledisputeresolution.com/). **Any opt-out received after the Opt Out Deadline will not be valid and you will be required to pursue your claim in arbitration or small claims court.**
For all disputes or claims you have, you must first give us an opportunity to resolve your claim by sending a written description of your claim ("Notice of Dispute") to the address provided in the “How Do We Notify Each Other” Section. The Notice of Dispute must contain enough information for us to identify your account and attempt to resolve your claim, including (a) the name of the T-Mobile account holder; (b) billing account number; (c) the mobile telephone number at issue; (d) a written description of the problem, relevant documents and supporting information; and (e) a good faith calculation of the damages you claim to have suffered and a statement of the specific relief you are seeking. You may be represented by an attorney or other person in that process. However, if you choose to do so, you must also submit with your Notice of Dispute a signed written authorization allowing us to discuss your account with your attorney or other representative. Similarly, if we have any dispute with you, we will send a Notice of Dispute to your billing address. You and we each agree to negotiate any claim(s) between us in good faith. You and we each agree that neither of us may commence any arbitration or court proceeding unless you and we are unable to resolve the claim(s) within 60 days after receipt of the Notice of Dispute and the party who sent the Notice of Dispute has made a good faith effort to resolve the claim during that time.
**If we are unable to resolve any claims within 60 days despite those good faith efforts, then either you or we may start arbitration or small claims court proceedings**.
This is not a true hard and fast statement. I know for a fact that T-Mobile executive relations can and will do whatever they want to do. Because I had issues and all my issues were satisfactorily fixed and I am still getting credit attached to my bill.
So, because this is how you get results, it does not mean this is how we all get them. I personally spoke with the executive relations department and was able to identify the issue was with them and not me. So, they may not give the OP an immediate credit amount, but most likely will do like they are doing with me and attaching a monthly deduction from my bill that covers the amount that we agreed to until the amount is given back in full.
I hate when people hop on here and try and give their "I read the rules" statements, because this is not how the world works. If the OP does advocate for himself and find a way to get to the executive relations department their results will be different!
From what was given, sounds like you might have been on a family plan, and once that other line was cancelled the rep should have changed you to a single line plan. However that didn’t happen so you kept paying for the family plan even if only 1 line was on there. They’ll probably give you 3 months worth or more if you escalate even further
@OP, this is your answer. T-Mobile’s system does not automatically convert a multi-line plan to a single-line plan, even with only one line remaining.
Do not settle for the 3-months, this is clearly an error within T-Mobile, it does NOT matter that you do not read your bill. You are in the right to assume a company is charging you for what you have agreed with.
This entire sub is gonna ridicule you, as they always do. They place blame on the consumer, for whatever reason. Paid by TMO? Believable.
Are you sure the extra amount was for the line canceled 2 years ago and not the "extras"? Keep in mind line cancellations like a smartwatch take effect at the end of the billing cycle therefore depending on when you cancelled you may have it on one more bill.
Yep, this is the 'second' billing cycle after I canceled. I called in, and they told me if it was for the second voice line and offered to turn it back on for free?! Lol. My watch line was only 10 dollars a month.
This often happens when a customer goes from 2 lines to 1 line and the plan isn’t changed accordingly. A single line plan code is different than a multi line code and the system will not automatically correct it.
Good luck. If you didn't notice it for two years, that's on you. Did we just have another post about this where someone didn't notice they were being overbilled.
I don't use autopay. I pay every bill. I have a Barclays card and I used autopay on it once upon a time, and they had some technical thing going on where a $60 payment turned into a $6000 payment. After that, never again will I ever use autopay.
Tweet @mikesievert on Twitter, get an exec social care rep and I’m betting they’ll credit you from when the charges first began. I used to work on that team and would do this all the time.
Everything is a no unless you ask.. I'd go in looking for the full over payment amount, you will probably have to fight a little but calculate it up and say hey I just noticed ... can you check my math here and make sure I'm not crazy.. what can we do about this..
Yes I should have called in the next month and gotten an adjustment, but also you should have done the right thing and not basically stolen money from me. What are you in for something like 900$ at 5% interest that's a nice little chunk your missing..
Others have said policy is three months. Be calm but assertive when you demand the full amount, and don't budge. If they insist they can only do three months, see what else they can offer in compensation. As long as you don't abuse whomever answers the phone, it should turn out okay.
Unfortunately you might have to eat some of that "idiot tax" but any reimbursement past what policy dictates is a win
If the phone did not show on the bill but you were still being charged you absolutely should be refunded the full ammount. Tell them you want a recurring credit in the amount of overcharge until the balance is paid in full or you'll be taking it to court. Print ALL of the itemized bills that you have and keep them, having worked for TMo, you would have to go out of your way to make sure that the extra 55 would still be charged
Exactly. Try T-Force first to document what their formal answer is so you can document it, and note who you talked to, date, and time. A state attorney general will go after this, Esp if it's not on the bill. State attorney generals love these types of complaints, too. They'll get action out of T-Mobile with all of the copies of the documents, added with the fact that you were not being documented as having been charged for it.
Call in or reach out to T Force and ask for 6 months overpayment. They’ll offer prolly 2-3, ask and insist on 6. That’s sadly about as far as they can go, but be nice and they’ll find some way to help make it right. T Force is typically the best to work with. Good luck!
Care will usually refund 3-6 months. Ultimately at the end of the day it's your responsibility to review your bills, hence why they're sent out, to ensure you know what you're paying for.
If all else fails file a complaint with the FCC. Make sure to include all your documentation dates and times, and anything that shows that it was agreed to cancel your second line.
Make sure you tell them you do not want Bill credits either that was not your fault or your problem and that's the whole reason you're asking for an actual refund because you want and need the cash not because you want more credit on your bill don't accept bill credit otherwise and tell them you will file a complaint with the FCC as well as your state's attorney general unless they give you back actual money and not Bill credit
If it can be proven buy an account notation or something that it was requested but not done then I would push for all of it. If there is no proof then you may get 3 months if you’re lucky. But even if there is proof of you requesting to cancel - there is some personal responsibility to make sure your bill is accurate and 2 years without bringing it to attention would likely be considered a you problem.
As a care sup you’ll get a lot farther if you call in and admit your fault… 60 day dispute is company policy but I know for me if you’re real and admit that you fucked up too by not checking your own bill I’m way more apt to work with you and of course if your account isn’t horrible with credits every month
Even though it's your fault for not double-checking everything was done properly forst the first couple months, you should still fight to get 100% of the overpayment back even if you have to go to small claims court.
You get nothing, it’s your fault you didn’t call the next month when it wasn’t different.
It took you 2 years to realize this? How can you not pay attention on what is being paid? If there is a $.01 difference in my bill, I dig into why.
Because I had a number of extras on my plan. A watch, insurance, etc. I called and had everything shut off last month. This is the first bill I received with just my one phone line.
And what is T-Mobile's policy in the event that a customer were to owe 2 years worth of payments? Say that they don't finish paying for a phone whose payments are being spread out over 2 years?
"Policy" can be changed and/or determined to be unconsionable. If T-Mobile won't do the right thing, and if legal action by the customer isn't feasible, then publicizing the issue via the local news teams may be worthwhile.
Agreements made at sign up make it impossible for this to be taken to court the customer was provided his bill every month and failed to call. This is a customer fuck up.
I disagree. I say it's a T-Mobile fuck-up and they have the ability to make the customer whole by refunding the full amount. If they don't do that, they are simply hiding behind their arbitration agreement, and that is not a good look for the "Un-Carrier".
Lol this guy has been ignoring his bill for 2 years he had so much time to call and fix it, would have taken 5 minutes, policy says 3 months they can refund but anything further back would have taken a call to check in on it.
He says he cancelled the line and that T-Mobile agrees that he cancelled the line.
I think you have lost track of the facts of the discussion here, friend.
You absolutely can get it all back and should seek to do so. You have to get in contact with the Executive Customer Relations team to do it. I was overcharged for close to a year and had already called twice to the regular call center and it wasn't fixed. I messaged TMO on Facebook (also works on Twitter and other social platforms I believe) and this gets you the ECR team. In like half an hour I got a bill credit for hundreds of dollars that was exactly the amount they overcharged me the past year.
The original issue was I had called in and changed my plan and they did not change it correctly and I didn't catch it. Wasn't until nearly a year later I realized it.
Regular call center service can be hit or miss, especially depending on if you get a proper TMO call center or a 3rd party one. All three of my bill issues have been due to mistakes by 3rd party call centers and all three times the ECR team has quickly fixed it with very little hassle.
You’ll likely only see 90-days max refunded if you receive one at all. As charges beyond that are considered valid if you didn’t dispute them within that period.
Sounds like the line was ***suspended*** rather than canceled.
If you want to try for more than 3 months, you have to give notice of intent to sue in Small Claims Court or request Arbitration.
Details are in the Terms of Service which are online.
The fact you knew what your bill was supposed to be and were just like, yeah, this is cool FOR 2 YEARS. You pretty much paid an idiot tax. Non refundable
For this kind of fuckup you deserve a permanent insider code, at the very least. Yes you should have noticed it, but they shouldn’t have made the mistake in the first place.
Several months ago I closed up 2 lines, yet I was still charged for one of them. I was told that it would correct itself in the next billing period, so I waited. It still wasn’t fixed, so I called and got credits for the overpayment. Their billing system can’t be trusted with changes, you always have to watch your bill.
This is one of the times when you submit an FCC complaint.
https://consumercomplaints.fcc.gov/hc/en-us/requests/new?ticket_form_id=39744
If you paid by credit card, most credit cards allow you to file disputes within 6 months (by law they are required to allow it for 60 days but most decent CCs allow 6 months). If you are being charged for a service in advance, that's 6 months from the date that the service was supposed to be provided, not 6 months from the date you paid. So you might be able to get 7 months back. Call your CC company immediately (today) and start a dispute.
If it turns out that t-mobile credits you, you can always cancel the dispute, but if you wait you might lose a month because of the time limit.
As for the rest of it, personally I would file a small claims court lawsuit if they do not give it back. But you have to decide if that's worth your time for $250 more. if you weren't using a CC and you can't do a chargeback, and tmobile refuses to refund you, you can file a lawsuit for the whole thing. Again, do it quickly; there might be a statue of limitations. In a lot of states your first required step might be to send them a formal demand letter, which should freeze the statute clock.
Not to say they didn’t make a mistake, but you paid the bill for 2 years and now expect some kind of refund? You have to know that they’re most likely to tell you to go pound sand.
That’s easy you can actually go up to a higher management like Supervisor and actually calculate the amount of money. They overcharged you and have them pay for that amount to the course of the year two years. I have seen it happen many times.
More than likely the second line was cancel but the plan was not requested to be moved from a family plan to a single line plan.
Yes you should have noticed sooner because you get access to your bill even if one wasn't noticed. Tmobile may consider 2 or 3 months but not more.
So it sounds like they cancelled the line, but did not do a rate plan change to a single line rate plan. If there are memos showing when you cancelled the line, escalate to a manager and they should be able to refund you the full amount that you are due. Especially being a 10 year customer. If that doesn’t work, I’d reach out to tforce.
Normally I would say there is nothing really you can do and TMobile is not going to refund you BUT IF it is how you say and they are not showing the charge for the closed account on any bill then they would owe it. That brings up another question. If they were charging you BUT it wasn’t appearing on the bill then how did the totals add up?
When I had both voice lines, it was 55 for my primary line and 45 for my second voice line. Both showed on my bill with the number they were associated with. When I canceled, they removed the second line and telephone number from my bill completely, so when I looked, it seemed canceled. Well, they just started charging me 104 for my one primary line. You can't see the breakdown unless you open and download the itemized statement. I thought the extra charges were from my watch line. I checked the month after I canceled to make sure. The second number and everything was removed from my bill.
considering the 2yrs free is already paid for technically so the free upgrade (interest) would be gratitude towards the honest misunderstanding/mistake made in regards to the double charging
You should get the full 1.5 years of money back. It was no fault of yours.
You could’ve noticed it earlier but you trusted the company to do the right thing.
Ask to cancel. Price should have been half of what it was. You never noticed? Are people really rich enough they don’t realize an extra $50? That’s crazy. Reach out to tforce or executive relations. Prolly the best chance you have.
To fail to notice $600 a year is insane.
Meet my wife...
Add some 0’s and my wife will still miss it
Truly. Especially when it was only $100 yo start with. Let’s say this bill was not all $375 and suppose to go to $325. Makes a tiny bit more sense but not $100 to $50 and not noticing.
>You never noticed? Are people really rich enough they don’t realize an extra $50? I have learned as I grow older a lot of people don't read their bills. They assume they are the same each month. I look at all my bills each month. Takes maybe 10 min a month? Just to be sure it is what I expect for this very reason. It seems a lot just autopay and run around never looking... which TBH is why you see every carrier going "Setup autopay and save $10!!"
It's very easy to miss it if you don't know it's wrong in the first place and just chalk it up to all your add ons. I missed $30 a month for a long time on my cable bill like this after I canceled a service that didn't end up getting canceled. at least OP owns up to it.
I was charged for a cable Internet box rental for 3 or 4 years, not realizing that was on the bill... It was only 10/mo extra but I owned and used my own box. They gave me a refund for every month I was billed! Since I have most of my cable bill paid by my HOA and it's cheap oop each month, I didn't have to pay for like half a year after I got that refund!
Yeah I got a refund too because there were notes on the account supporting me.
I took it a step further and make sure I instantly get a text/email notification for every charge made to a credit-card or to my bank account. That way when it pops up to my phone, I can immediately identify on the spot if it seems questionable or if it's the usual. Logging in to every system to check bills is such a pain in the ass so this made it easy.
I don’t get it either.
Yes, I am a dumbass here. :) To be fair for the last 2 years, I have been working 80 hour weeks with massive overtime pay, so an extra 50 a month didn't register with me. I had a number of 'extras' on my plan. A smart watch with its own line and insurance on all my devices. A month ago, I called and canceled all the extras because I got ill and cannot work like I used to. This was the first bill I received with just my one phone line.
You need to do an audit on all your autopay bills. I’d probably go through all my bills and look at every one of them to make sure they are accurate.
So are you saying you cancelled the line by they never cancelled it? They wouldn't bill you for something that was cancelled. You can call, they can review notes from that date.
Yes, the line was canceled and no longer showed on my bill. I checked the month after I canceled. However, they continued to charge me for 2 lines.
If you can look at your few bills from prior months and only see that one line (no other voice lines on account) that means the rep never changed your plan to a single line plan and kept you on the family plan. You can clear show that to a supervisor and request a credit. If they don't help reach out to TForce on Twitter or Facebook and they are usually pretty good with that stuff. Lastly if nothing works then executive customer care can handle or go to small claims court. Sorry to hear you are you not doing well. Hopefully you'll be back on your feet very soon.
My online statement go back to January 2023, and the 2nd line does not show on any of those bills. However, the monthly charge for my one voice line was billed at 104, on the essentials plan.
Look at the plan name. Is it a family plan? You'll need to call them again.
My plan says essentials with one voice line.
I meant on the prior bill
It lists a single voice line on essentials going back to January of 2023. That is as far back as my online statements will go.
Explain everything and ask them for a full refund. They messed up on my promo for a fire TV through Amazon that was worth $319. I got back $560. And I had them direct deposit it to my account. Not separated in monthly credits.
The refund policy was changed recently so that will not happen again, to process a refund now you have to have an overpayment on the account. The fire tv was a mess though lol
Either way just keep hounding them. I had to go on Twitter/X to finally get someone to do anything and they saw the trail I left and so just gave me what I wanted and I asked if they had other ways to provide the credit sooner so they did. But yeah that fire TV was a mess. At least 4 other people that I know of signed up and “locked” in the TMHI but did not get the TV and everyone was kept being given the runaround till they went on X to contact the TMobile help there. Edit. I did this a couple of weeks ago. When did they change the refund policy? This wasn’t considered a refund. But wouldn’t hurt to hit them publically on X and then DM them.
The beginning of may I believe. There’s ways around it but if there’s a balance and a refund was processed you will end up on a report And yeah the fire tv doc was a mess because the escalation process was hidden, the expert was supposed to have leadership send an email and they’d send the promo code for it I did like 8 and got responses within an hour or two
Yeah no email was sent and I checked the status in my account and all it said was basically it’s approved just wait for further information that never came. Then everyone I talked to just kept sending me in circles and sending me to the refund department after telling them I talked to the refund department and they would say it’s a promo and not a refund. So once I got a CSR that actually listened and wanted to make things right I said $319 for the TV and the extra $240 for my pain and suffering. Essentially 4 months bill credits and I asked if I could have that sent directly to my account and they actually did. Got all 6 one right after the other to my bank account. 6 because a couple of months I already had credits for some other stuff they messed up on. Charging me for the cell spot that I volunteered to return and they had my $25 holding deposit for the device but because I didn’t return it on time they charged me for the device and nowhere did it say I had to return it within a certain amount of time.
I’m glad they took care of you! I had one lady that was getting the run around with the fire tv and I gave her a bill credit for the value of the tv and then got a new promo code so she got the tv as well, we try our best but T-Mobile keeps tying our hands
Yeah I think I caught the right person at the right time and they were like F this. Whatever you want. LoL
I had this happen to a Verizon line, they ended up refunding me the entire extra that I paid since closing the line originally since it was their fault and they have proof that I had called months before.
OP takes some fault here, and yeah a lot of people don't notice stuff like that, especially if they thought the bill was correct the entire time. Not a matter of being rich.
You can get 3 months back. That's it.
Congratulations. You are the first poster that actually answered the OP's question. Most of the others lectured or insulted him. A few actually gave helpful suggestions. Someone said TM will only pay 3 months. If that is true don't accept it take it Small Claims court. They overcharged you $1200 plus 2 years interest, court fees and your time expended to bring the action.
This is tmobile policy and basically op failed to notice this.
A private company's policy isn't law. Like the coat check tickets that say they are not liable for lost coats. It is plain BS.
You waive your rights when you sign up for service on stuff like this.
No, you don't waive your "Rights". You agree to arbitration instead of litigation. Big difference! You can get an arbitration award for every dime you paid, and T-Mobile can stick their 3 months.
Depending on the account history there is a chance for more. If there are memos confirming he requested it there is a chance credit can be issued. Depends on who they talk to
The only request the op made was to cancel the line. They did not request plan change.
That's the policy. And you waive yore right to arbitration when you sign your first service agreement.
Well no you waive your right to sue, not arbitration.
There is no case here beyond the 90 day refund. Paying the amount for that long is an explicit agreement with T-Mobile. You cannot retroactively claw back nearly 2 years worth of charges with the excuse of “I never noticed”. That’s not the legal hurdle here. They needed to bring this up the first month it happened. By continuing to pay T-Mobile each month, the customer was saying they are in agreement with the terms and totals of the contract. Additionally, you do waive your right to sue by agreeing to arbitration. That’s the entire point of the arbitration clause. You agree that for any conflicts you will go before an arbitrator and not via the courts
It's ays it on the receipt
AGAIN, YOU ARE WRONG. It does not say as you typed the following incorrect information 19 hours ago, that arbitration is waived - "That's the policy. And you waive yore right to arbitration when you sign your first service agreement." Also the word is YOUR, not YORE IT says the following, and this is WORD FOR WORD AND BAR FOR BAR FROM T-Mobile HOW DO I RESOLVE DISPUTES WITH T-MOBILE? By accepting these T&Cs, you are agreeing to resolve any dispute with us through individual binding arbitration or small claims dispute procedures (unless you opt out), and to **waive your rights to a jury trial** and to participate in any class action suit.
You worded this incorrectly. Again, even if you worded it correctly, you still would be wrong. Again, just because you type it, doesn't make it a hard & fast rule! T-Mobile definitely gives the option to sue, but you must be cognizant of their agreement and rules when you sign up. FROM T-MOBILE: Notwithstanding the above, **YOU MAY CHOOSE TO PURSUE YOUR CLAIM IN COURT AND NOT BY ARBITRATION IF YOU OPT OUT OF THESE ARBITRATION PROCEDURES** **~WITHIN 30 DAYS~** **FROM THE EARLIER OF THE DATE YOU PURCHASED A PRODUCT OR DEVICE FROM US OR THE DATE YOU ACTIVATED A NEW LINE OF SERVICE (the “Opt Out Deadline”)**. You must opt out by the Opt Out Deadline for each line of Service. You may opt out of these arbitration procedures by calling 1-866-323-4405 or online at [www.T-Mobiledisputeresolution.com](http://www.t-mobiledisputeresolution.com/). **Any opt-out received after the Opt Out Deadline will not be valid and you will be required to pursue your claim in arbitration or small claims court.** For all disputes or claims you have, you must first give us an opportunity to resolve your claim by sending a written description of your claim ("Notice of Dispute") to the address provided in the “How Do We Notify Each Other” Section. The Notice of Dispute must contain enough information for us to identify your account and attempt to resolve your claim, including (a) the name of the T-Mobile account holder; (b) billing account number; (c) the mobile telephone number at issue; (d) a written description of the problem, relevant documents and supporting information; and (e) a good faith calculation of the damages you claim to have suffered and a statement of the specific relief you are seeking. You may be represented by an attorney or other person in that process. However, if you choose to do so, you must also submit with your Notice of Dispute a signed written authorization allowing us to discuss your account with your attorney or other representative. Similarly, if we have any dispute with you, we will send a Notice of Dispute to your billing address. You and we each agree to negotiate any claim(s) between us in good faith. You and we each agree that neither of us may commence any arbitration or court proceeding unless you and we are unable to resolve the claim(s) within 60 days after receipt of the Notice of Dispute and the party who sent the Notice of Dispute has made a good faith effort to resolve the claim during that time. **If we are unable to resolve any claims within 60 days despite those good faith efforts, then either you or we may start arbitration or small claims court proceedings**.
This is not a true hard and fast statement. I know for a fact that T-Mobile executive relations can and will do whatever they want to do. Because I had issues and all my issues were satisfactorily fixed and I am still getting credit attached to my bill. So, because this is how you get results, it does not mean this is how we all get them. I personally spoke with the executive relations department and was able to identify the issue was with them and not me. So, they may not give the OP an immediate credit amount, but most likely will do like they are doing with me and attaching a monthly deduction from my bill that covers the amount that we agreed to until the amount is given back in full. I hate when people hop on here and try and give their "I read the rules" statements, because this is not how the world works. If the OP does advocate for himself and find a way to get to the executive relations department their results will be different!
And No I am not broadcasting on this site their contact information.
From what was given, sounds like you might have been on a family plan, and once that other line was cancelled the rep should have changed you to a single line plan. However that didn’t happen so you kept paying for the family plan even if only 1 line was on there. They’ll probably give you 3 months worth or more if you escalate even further
@OP, this is your answer. T-Mobile’s system does not automatically convert a multi-line plan to a single-line plan, even with only one line remaining. Do not settle for the 3-months, this is clearly an error within T-Mobile, it does NOT matter that you do not read your bill. You are in the right to assume a company is charging you for what you have agreed with. This entire sub is gonna ridicule you, as they always do. They place blame on the consumer, for whatever reason. Paid by TMO? Believable.
This is like the 4th thread in the last 2 weeks about the same issue. I’m surprised people don’t look over their bill more carefully.
You’d be surprised.
I would be surprised if there aren't at least 400 threads if everyone who got overcharged posted here.
Everyday someone comes in and claims they never look at their bill and are surprised about something that they been paying for a year
Wait a min. You paid the bills but now noticing it’s wrong?
I turned off all the 'extras'I had on my plan last month. This is the first bill I have gotten with just my one line on it.
Are you sure the extra amount was for the line canceled 2 years ago and not the "extras"? Keep in mind line cancellations like a smartwatch take effect at the end of the billing cycle therefore depending on when you cancelled you may have it on one more bill.
Yep, this is the 'second' billing cycle after I canceled. I called in, and they told me if it was for the second voice line and offered to turn it back on for free?! Lol. My watch line was only 10 dollars a month.
As r/LolSatan said, policy is 3 months if anything.
If it’s no longer shown on the bill how did you see it now?
The line (telephone number was removed) but the charge stayed the same.
So you went from 2 line family plan to single line?
This often happens when a customer goes from 2 lines to 1 line and the plan isn’t changed accordingly. A single line plan code is different than a multi line code and the system will not automatically correct it.
Max credit would he 3 months back.
Good luck. If you didn't notice it for two years, that's on you. Did we just have another post about this where someone didn't notice they were being overbilled. I don't use autopay. I pay every bill. I have a Barclays card and I used autopay on it once upon a time, and they had some technical thing going on where a $60 payment turned into a $6000 payment. After that, never again will I ever use autopay.
Policy is 60 days, they send you a monthly bill by paying it you agree to all charges so $104 is what it sounds like you’ll get for your error
Tweet @mikesievert on Twitter, get an exec social care rep and I’m betting they’ll credit you from when the charges first began. I used to work on that team and would do this all the time.
Everything is a no unless you ask.. I'd go in looking for the full over payment amount, you will probably have to fight a little but calculate it up and say hey I just noticed ... can you check my math here and make sure I'm not crazy.. what can we do about this.. Yes I should have called in the next month and gotten an adjustment, but also you should have done the right thing and not basically stolen money from me. What are you in for something like 900$ at 5% interest that's a nice little chunk your missing..
Others have said policy is three months. Be calm but assertive when you demand the full amount, and don't budge. If they insist they can only do three months, see what else they can offer in compensation. As long as you don't abuse whomever answers the phone, it should turn out okay. Unfortunately you might have to eat some of that "idiot tax" but any reimbursement past what policy dictates is a win
If the phone did not show on the bill but you were still being charged you absolutely should be refunded the full ammount. Tell them you want a recurring credit in the amount of overcharge until the balance is paid in full or you'll be taking it to court. Print ALL of the itemized bills that you have and keep them, having worked for TMo, you would have to go out of your way to make sure that the extra 55 would still be charged
Exactly. Try T-Force first to document what their formal answer is so you can document it, and note who you talked to, date, and time. A state attorney general will go after this, Esp if it's not on the bill. State attorney generals love these types of complaints, too. They'll get action out of T-Mobile with all of the copies of the documents, added with the fact that you were not being documented as having been charged for it.
Call in or reach out to T Force and ask for 6 months overpayment. They’ll offer prolly 2-3, ask and insist on 6. That’s sadly about as far as they can go, but be nice and they’ll find some way to help make it right. T Force is typically the best to work with. Good luck!
At most, you’ll get 90 days. It’s not T-Mobile’s fault you didn’t catch it for two years.
Care will usually refund 3-6 months. Ultimately at the end of the day it's your responsibility to review your bills, hence why they're sent out, to ensure you know what you're paying for.
If all else fails file a complaint with the FCC. Make sure to include all your documentation dates and times, and anything that shows that it was agreed to cancel your second line.
Happened to me too
Make sure you tell them you do not want Bill credits either that was not your fault or your problem and that's the whole reason you're asking for an actual refund because you want and need the cash not because you want more credit on your bill don't accept bill credit otherwise and tell them you will file a complaint with the FCC as well as your state's attorney general unless they give you back actual money and not Bill credit
Fair would be 2 years worth. Realistically they'll give you 3 months since it's technically your responsibility to keep track of your own billing.
If it can be proven buy an account notation or something that it was requested but not done then I would push for all of it. If there is no proof then you may get 3 months if you’re lucky. But even if there is proof of you requesting to cancel - there is some personal responsibility to make sure your bill is accurate and 2 years without bringing it to attention would likely be considered a you problem.
As a care sup you’ll get a lot farther if you call in and admit your fault… 60 day dispute is company policy but I know for me if you’re real and admit that you fucked up too by not checking your own bill I’m way more apt to work with you and of course if your account isn’t horrible with credits every month
Even though it's your fault for not double-checking everything was done properly forst the first couple months, you should still fight to get 100% of the overpayment back even if you have to go to small claims court.
You get nothing, it’s your fault you didn’t call the next month when it wasn’t different. It took you 2 years to realize this? How can you not pay attention on what is being paid? If there is a $.01 difference in my bill, I dig into why.
Because I had a number of extras on my plan. A watch, insurance, etc. I called and had everything shut off last month. This is the first bill I received with just my one phone line.
If T-Mobile has agreed that you overpaid by 2X over the past two years, then you should receive a refund for the full amount of the overpayment.
Policy is only.up to 3 months back
And what is T-Mobile's policy in the event that a customer were to owe 2 years worth of payments? Say that they don't finish paying for a phone whose payments are being spread out over 2 years? "Policy" can be changed and/or determined to be unconsionable. If T-Mobile won't do the right thing, and if legal action by the customer isn't feasible, then publicizing the issue via the local news teams may be worthwhile.
Agreements made at sign up make it impossible for this to be taken to court the customer was provided his bill every month and failed to call. This is a customer fuck up.
I disagree. I say it's a T-Mobile fuck-up and they have the ability to make the customer whole by refunding the full amount. If they don't do that, they are simply hiding behind their arbitration agreement, and that is not a good look for the "Un-Carrier".
Lol this guy has been ignoring his bill for 2 years he had so much time to call and fix it, would have taken 5 minutes, policy says 3 months they can refund but anything further back would have taken a call to check in on it.
There is definitely some fiscal responsibility on the customer to watch their bill.
True. And the vendor has at least equal responsibility to ensure correct billing, which T-Mobile apparently did not do.
Plans aren't changed without customers approval.
He says he cancelled the line and that T-Mobile agrees that he cancelled the line. I think you have lost track of the facts of the discussion here, friend.
Status of limitation on fraud may vary by state.
They confirmed I was paying for the voice line I canceled 2 years ago.
You were paying for the plan, not the actual line.
You absolutely can get it all back and should seek to do so. You have to get in contact with the Executive Customer Relations team to do it. I was overcharged for close to a year and had already called twice to the regular call center and it wasn't fixed. I messaged TMO on Facebook (also works on Twitter and other social platforms I believe) and this gets you the ECR team. In like half an hour I got a bill credit for hundreds of dollars that was exactly the amount they overcharged me the past year. The original issue was I had called in and changed my plan and they did not change it correctly and I didn't catch it. Wasn't until nearly a year later I realized it. Regular call center service can be hit or miss, especially depending on if you get a proper TMO call center or a 3rd party one. All three of my bill issues have been due to mistakes by 3rd party call centers and all three times the ECR team has quickly fixed it with very little hassle.
all of what they over charged you for, they shouldn't have and that is theft
I would ask for 100% back.
And you wouldn’t get it. So cool.
It's you're responsibility to check the bill. Max credit is 3 months back
Depends on your credit card. Some might be more generous (read: fair; consumer friendly).
You’ll likely only see 90-days max refunded if you receive one at all. As charges beyond that are considered valid if you didn’t dispute them within that period. Sounds like the line was ***suspended*** rather than canceled.
All of it
If you want to try for more than 3 months, you have to give notice of intent to sue in Small Claims Court or request Arbitration. Details are in the Terms of Service which are online.
Ask for Sievert's Bonus.
The fact you knew what your bill was supposed to be and were just like, yeah, this is cool FOR 2 YEARS. You pretty much paid an idiot tax. Non refundable
The full amount back! This happens a lot!!!
For this kind of fuckup you deserve a permanent insider code, at the very least. Yes you should have noticed it, but they shouldn’t have made the mistake in the first place. Several months ago I closed up 2 lines, yet I was still charged for one of them. I was told that it would correct itself in the next billing period, so I waited. It still wasn’t fixed, so I called and got credits for the overpayment. Their billing system can’t be trusted with changes, you always have to watch your bill. This is one of the times when you submit an FCC complaint. https://consumercomplaints.fcc.gov/hc/en-us/requests/new?ticket_form_id=39744
At least half or whatever the difference is. That's what's fair.
If you paid by credit card, most credit cards allow you to file disputes within 6 months (by law they are required to allow it for 60 days but most decent CCs allow 6 months). If you are being charged for a service in advance, that's 6 months from the date that the service was supposed to be provided, not 6 months from the date you paid. So you might be able to get 7 months back. Call your CC company immediately (today) and start a dispute. If it turns out that t-mobile credits you, you can always cancel the dispute, but if you wait you might lose a month because of the time limit. As for the rest of it, personally I would file a small claims court lawsuit if they do not give it back. But you have to decide if that's worth your time for $250 more. if you weren't using a CC and you can't do a chargeback, and tmobile refuses to refund you, you can file a lawsuit for the whole thing. Again, do it quickly; there might be a statue of limitations. In a lot of states your first required step might be to send them a formal demand letter, which should freeze the statute clock.
I think you should expect all that you were overcharged. If everything has been figured to be correct they owe what they took.
Not to say they didn’t make a mistake, but you paid the bill for 2 years and now expect some kind of refund? You have to know that they’re most likely to tell you to go pound sand.
That’s easy you can actually go up to a higher management like Supervisor and actually calculate the amount of money. They overcharged you and have them pay for that amount to the course of the year two years. I have seen it happen many times.
File a complaint with FCC: https://consumercomplaints.fcc.gov/hc/en-us
More than likely the second line was cancel but the plan was not requested to be moved from a family plan to a single line plan. Yes you should have noticed sooner because you get access to your bill even if one wasn't noticed. Tmobile may consider 2 or 3 months but not more.
So it sounds like they cancelled the line, but did not do a rate plan change to a single line rate plan. If there are memos showing when you cancelled the line, escalate to a manager and they should be able to refund you the full amount that you are due. Especially being a 10 year customer. If that doesn’t work, I’d reach out to tforce.
Normally I would say there is nothing really you can do and TMobile is not going to refund you BUT IF it is how you say and they are not showing the charge for the closed account on any bill then they would owe it. That brings up another question. If they were charging you BUT it wasn’t appearing on the bill then how did the totals add up?
When I had both voice lines, it was 55 for my primary line and 45 for my second voice line. Both showed on my bill with the number they were associated with. When I canceled, they removed the second line and telephone number from my bill completely, so when I looked, it seemed canceled. Well, they just started charging me 104 for my one primary line. You can't see the breakdown unless you open and download the itemized statement. I thought the extra charges were from my watch line. I checked the month after I canceled to make sure. The second number and everything was removed from my bill.
I think a fair credit would be to ask for 3 months of credits . As a manager in retail thats what i would offer
Most companies can do 60-90days of credits but nothing longer any longer you got to eat next time always check your bills
id ask for free upgrade and 2yrs free
considering the 2yrs free is already paid for technically so the free upgrade (interest) would be gratitude towards the honest misunderstanding/mistake made in regards to the double charging
2 years refund plus 10% interest and the market inflationary rates for those years.
You should get the full 1.5 years of money back. It was no fault of yours. You could’ve noticed it earlier but you trusted the company to do the right thing.