Forum Discussion
Billing address not updated after change successfully submitted
Trying to get the billing address updated for a prepaid account. It says the change was successful, but it never actually changes. Customer Service couldn't make the change either. They said they...
Try contacting tmobile support using messenger on one of tmobile's social media platforms like Facebook or Twitter to see if the can help you. The also are a higher tier of support.
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.
