Loyal T-Mobile Customer’s 20-Year Journey Ends in Billing Nightmare: Refund Denied, Late Fees Accumulated, and Collections Threat After Improper Line Cancellation

Concerns have surfaced among AT&T customers regarding unethical sales practices, including reports of representatives posting fake reviews under client names to enhance the company’s reputation. This trend of dubious conduct is eroding trust in telecom providers. T-Mobile is currently facing backlash, as a discontented user has come forward with allegations of wrongful charges following a service cancellation.

T-Mobile Accused of Inadequate Service to Long-Time Customer

American consumers are expressing growing dissatisfaction with mobile service providers, citing rising service costs and subpar customer service that often features misleading sales tactics aimed at achieving ambitious sales quotas. A recent viral TikTok video by user Isabella highlights the plight of her mother, a loyal T-Mobile customer for two decades, who allegedly faced fraudulent charges totaling nearly $500 after attempting to cancel her line.

In her video, Isabella shares that her mother’s decision to switch to Mint Mobile led her to contact T-Mobile for service termination. Following the cancellation request, the customer stopped receiving paper bills, which misled her into thinking the cancellation was successful. However, in February 2025, she discovered that T-Mobile was still billing her approximately $120 each month. Upon investigation, it was revealed that one of the three lines had not been canceled, as acknowledged by the company.

T-Mobile pledged to refund the $120 charge and indicated that adjustments for the remaining balance would follow shortly. Despite this admission of error, Isabella alleged that T-Mobile later disputed the legitimacy of charges incurred from September to February. Compounding the situation, late fees were applied to her mother’s account, despite automatic monthly withdrawals having previously occurred.

Initially denying the promised refund, T-Mobile escalated the balance due from $202 to $260 and subsequently forwarded the debt to collections. Isabella expressed her outrage, emphasizing that this treatment of a dedicated 20-year customer was unjust. In response, the customer has lodged a complaint with the FCC, and if these claims hold merit, it could pose serious repercussions for T-Mobile.

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