Sent to collections for T-Mobile's "15-Day Free Trial" despite returning it on time. Need help!
UPDATE: T-Mobile Free Trial / Collection Issue Resolved!
Just wanted to give an update for anyone following this or facing a similar issue. I reached out to T-Mobile Help on X (T-Force), and the experience was night and day compared to the phone agents.
The staff was incredibly empathetic, understood the timeline immediately, and fixed the billing error and collection status in record time. If you are stuck in a loop with standard support, I highly recommend reaching out to their social media team instead.
Huge thanks to the team for the lightning-speed resolution!
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I’m posting this as both a warning and a plea for advice.
T-Mobile has sent me to a collection agency over their "15-day free trial" home internet service, despite the fact that I followed every instruction and returned the gateway within the window.
The Timeline:
When I originally called, the representative assured me that as long as the return was initiated and delivered within the 15 days, the charges would be cleared at the end of the billing cycle (April 30th).
Fast forward to now: I just spent over an hour on the phone with them, and they are now claiming it wasn't returned in time. They have ignored my tracking proof and the delivery confirmation, and now my credit is at risk because they sent this "free" trial to collections.
This feels like a total scam and false marketing. Has anyone else dealt with this? Is there a way to reach "T-Force" or a higher-level billing department that actually has the authority to look at my tracking numbers and fix this?
I have screenshots of the service agreement, the return label, and the UPS delivery confirmation. Any help or visibility is appreciated.