T-Mobile subscribers, make sure that this hasn't happened to you
T-Mobile seems to have cut off the monthly device credits promised to several subscribers.
T-Mobile pulls monthly device credits from multiple subscribers | Image by T-Mobile
When you agree to finance a phone for 24 months, you don't get the luxury of deciding to stop paying after 22 months. So we are wondering why a T-Mobile customer discovered that his monthly device credits were pulled by T-Mobile after 22 months. As a result, this T-Mobile customer is now paying $80 more per month for two months.
T-Mobile abruptly pulled his last two monthly device credits
According to this T-Mobile customer, who goes by the username of Humble_Fisherman5391 on Reddit, T-Mobile never came up with a legitimate explanation as to why his monthly device credits were stopped after 22 months. At first, T-Mobile said that it stopped the credits because the customer had changed plans even though that never happened.
The orginal post from the T-Mobile subscriber. | Image by Reddit
The carrier then came up with another reason. They told the customer that a system audit discovered that he was not eligible for the credits, but after awarding the subscriber the credits for 22 months, this explanation did not make any sense.
What options did the customer have?
The customer could fight this, pay the additional $160 ($80 a month for two months), or return the phone. After already using $1,760 in device credits, giving back the device over $160 in revoked credits did not seem like a smart move.
T-Mobile then decided it would offer its customer some cash to resolve the issue. At first, the company said that it would give him $20, but this did not go over well with the subscriber. So the carrier upped the ante to $80, but the customer also turned that down.
The subscriber wanted to be reimbursed completely for the extra amount he was asked to pay
As he posted on Reddit, the customer said, "I kept pushing because the remaining credits were worth about $160 and this wasn’t caused by anything I did." I think most of us would agree with that plan, right? The issue was escalated and finally T-Mobile gave in and gave the subscriber the $160 to make up for the two months of monthly device credits.
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Eventually, T-Mobile came to the conclusion that the promo used by the subscriber wasn't compatible with the Go5G Plus plan the customer was on. Still, no legitimate technical explanation was ever given by the carrier.
A different T-Mobile subscriber sent me an email to tell me what he has been dealing with. This is another situation involving T-Mobile committing a faux pas about monthly device credits.
This T-Mobile subscriber arranged the purchase of three new handsets for his plan through Costco. Members of the warehouse retailer can get perks on standard T-Mobile service such as waived activation fees, discounted device upgrades, and rebates via the Costco Shop Card.
This customer only received one monthly device credit instead of the three he said he was supposed to receive. He was told by T-Mobile that the other two monthly device credits would start after the first or second bill. Bill number three arrived without the additional device credits, leading our hero-let's call him Frank-to place a call with the carrier.
Carl has received three different excuses from the carrier over the last three weeks. He says T-Mobile's strategy with his complaint is to "defer and deny."
What T-Mobile subscribers need to look out for
If you're a T-Mobile customer, it would behoove you to check your monthly statement to make sure that your monthly device credits are still being applied. Watch for any unexplained jump in the amount you are paying the carrier each month.
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