What about loyalty?

 @magenta7682705 is right. Unfortunately,  T-mobile has no loyalty, courtesy or understanding for their 20+ customers. I've had T-mobile 20 years and they refused to remove a $15 fee due to the bank unbeknown to me returning a $5.36 autopay payment today 9/17/24. The T-mobile rep said, due to a $20.00 adjustment made on my account last month, the $15 fee couldn't be reversed. T-mobile makes billions of dollars and they couldn't make a $15 adjustment to a customer account who has been with the company 20 years and NEVER requested for a bank fee reversal in 20 years? Unbelievable and disappointing.

Furthermore, as I attempted to pay the $5.36 today through the T-mobile app an error message came up. See attached picture.  They charge $10 if a representative takes your payment on the phone and then your hold time to speak with a representative could be 30+ minutes. T-mobile is quick to suspend your phone service and refuse to remove the $20 restore fee. I definitely find it interesting how T-mobile can refuse to remove fees yet constantly have issues with the T-mobile app preventing people from being able to pay their bill without being assessed some kind of fee. I.e late payment fee $7.00 and $10 customer service payment fee etc.

T-mobile is a low integrity company that doesn't value the customer and the customer service reps will blame the " T-mobile computer system" for not being able to reverse fees and phone services being "automatically" turned off. Someone programs the "computer system" and just as easily as they program to "turn off service" they could very easily program options for "special circumstances" like death, pandemic, financial hardship, and natural disaster for fees to be reversed or services interrupted to be temporarily restored.

I will never give T-mobile a referral. No customer loyalty!