is anyone else having trouble paying their bill online?

Hey, I followed your advice on clearing my browser and trying a different browser altogether.  On Chrome, the issue still exists even after clearing everything, then I opened Safari and that work great!

Thanks for giving that a shot. Have you received any updates of a new version for your Chrome browser that you can install?

No, I haven't

I have never had this issue before, but am having it now: Trying to reload prepaid phone account with monthly fee, using credit card that has worked for the past 2 years (and is not expired or overcharged). Cannot click fast enough on credit card payment page to stop it from returning immediately to account home page (which continually reminds me to reload the account...). Tried 2 different computers with latest Firefox for iMac and Windows 7: same bad behavior. Finally tried Safari on iPad, where the page seemed to stay up long enough to enter the info. However, between trying the iMac/Win7 and the iPad, I spent about 45 minutes on the phone with a Customer Service rep who spoke with an impenetrable accent (a lot of the time spent was asking her to repeat words that she could not seem to pronounce in a way I could understand), and who admitted that she had no idea when, or if, I would ever be able to make payments online again. She insisted that she could absolutely help me make my payments, and said over and over that "there are no problems, and everything will be completely OK". She took my credit card info, and said that she submitted it. She also assured me that she would send me a text (to my phone that I repeatedly told her was out of the very narrow access range of T-Mobile's very spotty service), confirming that the payment had been verified by the card company, and that T-Mobile had accepted it. Instead, she called me back (to the landline where I am staying) after 20 minutes to say that the payment would be delayed (passive voice, no indication as to the nature or cause of the problem) for "15 to 30 minutes". 15 minutes later, she called back again to say that the payment "did not go through", and I would have to give all the credit card info to a supervisor, to whom she would transfer me now. The target line of the transfer rang about 10 times, then went completely silent for about 2 minutes. Then, over an extremely noisy connection, a recording informed me that the T-Mobile automated answering system was having problems now, and that I should hang up now and call back at some unspecified point in the future. I hung up, and then checked my credit card charges online. Sure enough, just like another poster to this thread, found that despite the rep's assertions, the charge DID GO THROUGH, but T-Mobile failed to credit me for the money they collected. This is fraud, pure and simple. Given the incompetent Customer Service, the persistently malfunctioning website, and the lack of reasonable channels for recourse when T-Mobile screws things up this badly and for this long, T-Mobile clearly does not give a damn about their customers' satisfaction. As for the standard advice from the T-Mobile rep who apparently monitors this thread (tmo_mike_c, "have you tried reaching out to our T-Force folks through FB or Twitter"): I am not on either of those public forums, and should not have to be in order to get good customer service (both for reporting and solving T-Mobile's server problems and for paying with a credit card by phone). Why can't T-Force respond to problems posted on this forum? Why can't T-Mobile publish a Customer Service email address for, you know, CUSTOMERS who are paying (or trying to pay) for adequate service, and respond to secure emails from those customers?

I'm really sorry to hear you've been having so much trouble too. It definitely shouldn't have been so difficult to get your payment process properly. If we drop the ball, it's on us to make things right and this is a classic case where we need to own this. I understand you should be able to call Care and get the help you need without having to go through our social media. T-Force is just an alternate method that can get the same results as our Care team. This particular forum is more of a peer-to-peer site for helping with resolving a wide range of issues. We do our best to give you as much help as we can here, but there are some instances that require access to your account that we don't have here. That's when we'll recommend reaching out to folks like our T-Force team to get account related issues resolved. I understand you don't use those channels, I'd just like you to know the reason I made that suggestion. In regards to having a direct email for our Customer Care team, we've been asked this before too. I don't have one I can give you, but what I can tell you is that we have a specific way of verifying accounts through calling and our social media channels used to protect your account and make sure we track and record all changes that take place. After hearing your story, I couldn't agree more that we could have done a better job for you. In the same breathe, I know this can be resolved and I'm sure our Care (as well as T-Force) have the tools need to make things right. I'd like to encourage that you give our Care folks another shot at trying to fix this for you. Not that you should have to, but if you reiterate what you've told us here, I'm sure they'll make the effort to take better care of you. My apologies for what happened, but I appreciate you choosing to come here and tell us this.

Same problem here months later. Strange way for T-Mobile to get right to the problem and fix it so customers can pay their bill. Simply amazing.

Curious, are you on the payroll? You haven't been any help with this and it's been ongoing for years so what exactly is your purpose?

The only bill I have is to place money into a Pay As You Go account ($3 a month). I still can't do this on my T-Mobile account. I think I can do it on the T-Mobile app, but can't check that right now as my battery is being charged. The other mode is to go to a corporate store that is about 9 miles south of me. I would lean more to the store as I would be given a receipt using a credit card. It sure would be to T-Mobile's advantage to have the site fixed.

I have had the same feeling of what you are writing. I did get some great help from 2 members that suggested a T-Mobile phone. After a couple of days I bought the phone. It is a great phone, but I don't have much to say about the manufacturer. Your suggestion about a script blocker may be a problem I am having as I still can't use a credit card to put more money into my account. Thanks for that!

JLTD wrote:

Today is 07/24/2021.  I can not make a payment online with my credit card… the payment page keeps looping back again and again….   This has been going on for a week now….no Customer Service person can help.. I have been on the phone for HOURS... they just say that there is a problem  but they can not fix it….…. OK… now what? 

Switch carriers. Obviously T-Mobile does not care about their customers.