Billing address not updated after change successfully submitted

Please understand that I am saying the support rep could not make the change in their system either.

The problem is in the t-mobile system, it's not me that needs help. Others are reporting the same problem. It won't get fixed if customers aren't reporting it in a visible and quantifiable way. 
 

I post it here because I don't use social media.

There's different tiers of support. The higher the tier the more they are able to fix a problem.

Of course, I have worked in second level support. If there was anything first level support should be able to do, it would be to update a billing address. There's nothing technical about typing it in. It's not saving. 
The T-mobile system needs to be fixed so that billing addresses and email addresses can be changed. 

You don't need a social media account to contact them, all you need to do is scroll below this post and click on the icon you want to follow them.

They've got this issue labeled as "solved."  No it isn't.  There is a bug in the T-Mobile system for the prepaid account address change.  I'm having the same problem today (5/14/23).  I am moving and need to change the address.  You can change the separate e911 emergency contact address, but not the billing address.  

You can actually type in the new billing street address and hit save, and the response statement indicates the new information was saved (I believe also with a green check mark).  However, when you then go back to My Profile and click on the billing address entry again, the old address shows up.  I tried several times.  Also, no confirmation e-mail is sent, even for the successful e911 address change. 

Also, if you are not going to have a permanent address for a while and need to use a USPS PO Box address, I found that page also rejected my alternate PO box address outright - it won't even let you try to click on the submit button with a PO Box address entered (it blanks out the entry block).  Many retired people (and others) traveling and living in RVs don't have a physical address (homeless people too) and they use a box address as their mailing address, so why is T-Mobile rejecting box addresses?  

Unfortunately, I've found the online chat people (in another country?) are unable to solve most problems like this and just tell me to call, and of course there is no customer service e-mail.  I l tried calling T-Mobile customer service a couple times, but the wait was too long and had other stuff to do.  So if any T-Mobile people are reading this, it is definitely a bug that needs fixing. 

Strangely, on one of the T-Mobile FAQ pages it says that if you update your address via the USPS address change form (paper or online), that will automatically update your T-Mobile billing address.  This seems ill advised, since only you should be able to change the address through your account log-in.  The USPS address change system has its own problems. 

I have a post-paid account, have changed my billing address by logging in to my account, but the bills are still being sent to the old address.  I see my new address in the system, I've waited 6 months for it to take effec.  , Both phone customer service and going in to a physical store have gotten me people who  tell m e it will take effect, but after more than 6 months of waiting, the bills are still going to the old address.  I had this problem with another business and they figured out that their system kept an original record from when the account was opened and used that to send bills, not a later record with a new address.  TMobile seems to have the same situation.  How do we get someone with access to the original record to update it so the bills will go to the new address? 

I haven't checked since earlier this year, but if T-Mobile still isn't  allowing you to update your billing address (or change it to a PO Box as I mentioned also), the only solution I know of is to switch to a pre-paid account where you wouldn't get any mailed bills.   You either have to:

-Set up "auto-pay" for a pre-paid account by entering in your credit card number on the website. In that case they would have no reason to send you a mailed paper bill (either to your old or new address).   

-Or, every every month buying a T-Mobile card for your selected pre-paid plan monthly amount (T-Mobile cards available at grocery stores, Wal Mart, etc.), and then logging into your account before your due date to enter the card PIN number every month on the website.  I didn't want to give them my credit card number (since so many cell companies have been hacked before), so I'm just buying the pre-paid plan cards.  It is of course annoying to have to do that, but that way they also don't send any mailings to the home address (correct address or not).  Also, I'm only using the plan for a Net hotspot, not my cell phone, so it is no big deal if I miss the due date.  With a phone plan, I assume your service would also be inactivated until you entered a card PIN (big hassle, and might require calling them to reactive - don't know).  However, people who don't have credit cards do actually use the refill cards for phone service.  (T-Mobile's competitor Tracfone only uses credit card pre-pay or purchased cards [90-365 days & various data amounts] for cell service).

If you set up auto-pay with a credit card, you still have protection from your credit card company against fraudulent charges (if T-Mobile were hacked) or mistaken over-billing if you report it ASAP to your card company after you get your statement.  However the card company would have to investigate this with T-Mobile in order to adjust your credit card bill, so it still a big hassle if it occurs.  

However, in any case, if you move I would still try to update  the other address entry in your T-Mobile account for the "e911" address in the "My Profile" information, which may update.  That is so the police/ambulance/fire can locate you if you have to call 911 in an emergency and you are unable to give the 911 dispatcher your address.  (With an old landline the physical address for 911 response was obviously tied to your number by default.)  if you do this, the screen may show a confirmation green check mark indicating the change was made but you still need to go back to the My Profile address page to confirm is actually was done (or it may take some time - your can also check the next day).   If it doesn't update the e911 address, that is obviously a serious problem and I would go into a local T-Mobile store to elevate the problem (which may or may not work).

T-Mobile has other bugs that I told them about also that they haven't fixed.  For example, I'm supposed to get a confirmation e-mail whenever I enter the pre-paid card PIN, but I don't.  So I have to make sure to print out the screen with the confirmation number.  Also the account takes a few minutes for the pre-payment to register in your account - no big deal, but some people may be confused that it doesn't automatically show up.  You have to wait a couple minutes and refresh the account payment screen for your payment to show up as credited to your account.  They should just put a message on the confirmation screen stating this  (e.g. "It may take a few minutes for your account to be updated with the payment information.")

The problem is that the T-Mobile customer service representatives (either on the phone or at the local stores), don't seem to have the ability do handle problems like the billing address not updating (obviously a serious problem), and they don't seem to be able to elevate it to whoever does.  Or they enter the issue into their system to be elevated (and for you to get a response call or e-mail), and nothing happens. 

To anyone following the thread, I would check again now (December 2023) to see if you can update the T-Mobile billing address. Even though "billing address" no longer applies in my case since I'm using the pre-paid cards, I was able to change it today.  Also it changed the e911 address to the same as the billing address (I don't know if they can be different, I left well enough alone and didn't experiment with that). 

Also, for those who need to use a post office box as their T-Mobile billing address (RV people, homeless, etc.), you can do it, but as I wrote before, the T-Mobile system will reject it if you try to put in for example  "PO Box 1234, Anytown, CA 54321."  What you have to do is go to the Post Office where your box is and apply for the "street addressing" option to be added to your PO Box (just need to sign a form - info on the USPS website).  In that case you are allowed to use the actual street address of the Post Office and your box number to get your bill.  The T-Mobile site will also accept this.  For example it would be like "123 Oak Street #1234, Anytown CA 54321," where 123 Oak Street is the street address of the Post Office where your box is and (the USPS clerk will tell you this address format for your box.)

 However, as I wrote, the T-Mobile system will automatically change your e911 address to that address also, so you have to check if you can separately change the e911 address to an actual physical address where you might be temporarily residing (RV park, friend's house, etc). You may not be able to do that (have to re-check what shows up for both addresses).  The system may require that the billing address and e911 address are the same - don't know, just have to try.   If it does allow this, obviously you'd want to change your e911 address for emergency service (police/fire/ambulance) to wherever you will be physically located.  In any case, whenever you call 911 from a cell phone, the FIRST you want to say is "I am at address XYZ, and my emergency is …..," in case you get cut off.  With a cell phone they can only locate you approximately with tower triangulation; they can't determine your exact location.