Overview
Many T-Mobile customers have been directly impacted by Hurricane Sandy whose size and scope are unprecedented in the U.S. in terms of geographic area, location, and population density. Our thoughts continue to be with our customers, their families, and their loved ones. In recognition of this, T-Mobile is taking additional steps to assist our customers and the overall relief effort.
T-Mobile customers on postpaid plans in affected areas in New Jersey, Delaware, Connecticut, Rhode Island, and parts of New York will receive a credit to their bills for overages for domestic voice, text message, and data usage for one monthly bill cycle. Customers will still be responsible for paying their regular, monthly recurring charges and associated taxes as well as charges for any international usage, domestic roaming, and other one-time charges.
Customers whose primary place of use is within the following states and counties will be eligible to receive the benefits described above:
- Connecticut (Entire State): Hartford, Litchfield, Tolland, Windham, New London, New Haven, Fairfield and Middlesex counties.
- Delaware (Entire State): New Castle, Kent and Sussex counties.
- New Jersey (Entire State) : Middlesex, Hudson, Essex, Morris, Bergen, Passaic, Union, Somerset, Sussex, Monmouth, Warren, Hunterdon, Ocean, Salem, Camden, Burlington, Gloucester, Atlantic, Cape May, Cumberland and Mercer counties.
- New York: (Select Counties Only) : Bronx, Kings, Nassau, New York, Orange, Putnam, Queens, Richmond, Rockland, Suffolk, Sullivan and Westchester counties.
- Rhode Island (Entire State) : Providence, Kent, Bristol, Washington and Newport counties
FAQs
How will I know if I received a credit?
- If your primary place of use is within one of the impacted states and counties and you received a credit, you will receive a text message stating you received a credit.
- You can also review your December billing statement to view the credit.
- You can also dial #BAL# from your T-Mobile device to check your current balance.
What charges am I still responsible to pay even if I receive a credit?
You will still be responsible for paying your monthly recurring charges and their associated taxes as well as charges for any international usage, domestic roaming, and other one-time charges.
What actions do I need to take to receive a credit?
- If your primary place of use is within one the impacted states and counties and you are eligible for a credit, a credit will automatically be applied to your account.
- You will still need to pay your monthly recurring charges and their associated taxes as well as charges for any international usage, domestic roaming, and other one-time charges.
What charges will be waived with this credit?
- Overage charges for domestic voice, text message, and data usage will be waived with this credit.
- You will still be responsible for paying your monthly recurring charges and their associated taxes as well as charges for any international usage, domestic roaming, and other one-time charges.
What charges will not be waived with this credit?
- Monthly recurring plan charges, international dialing, roaming and texting charges, domestic roaming charges, downloads, directory assistance charges, upgrade fees, and other one-time charges will not be waived with this credit.
- You are still responsible for paying these charges.
When will credits be applied to my account?
- If you are eligible, a credit will be automatically applied to your account.
- If eligible, you will see a credit on your December billing statement.
- You can also dial #BAL# from your T-Mobile device to check your current balance.
When will a credit appear on my billing statement?
- If you are eligible, you will see a credit on your December billing statement.
- You can also dial #BAL# from your T-Mobile device to check your current balance.
How will a credit appear on my billing statement?
Credits will appear as "Disaster Relief - Goodwill" on your billing statement under “Credits & Adjustments” in the Monthly Summary section of your billing statement.
How can I determine what my current balance is?
- You can dial #BAL# from your T-Mobile device to check your current balance.
- You can also dial 1-800-937-8997 and say “Account Balance” or “Balance” in the automated system to hear your current balance or say “Representative” to speak to a Customer Service representative.
Will I receive a credit if I live outside of the states and counties listed above?
- You will only receive a credit if the primary place you use your device is in one of the states and counties listed above and you receive a text message notifying you will receive a credit.
- If you primarily use your device outside of the states and counties listed above, you are responsible for the charges listed on your billing statement.
What is the Primary Place of Use?
- The Primary Place of Use is the physical address customers use their devices the majority of the time and is required by the FCC in order for wireless carriers to accurately tax customers based on where they use their service the most.
- The Primary Place of Use is generally the same as customers’ home addresses, but it can be different in some situations. For example:
- Parents who buy devices for their children who are away at college.
- Customers use their devices away at work more than at home.
In addition to the efforts above, T-Mobile has also provided assistance to the American Red Cross, including cash and matching donations, and in-kind products and services to assist Red Cross shelters throughout New Jersey. T-Mobile has also made text-to-donate opportunities available to all of its customers and employees. See T-Mobile Press Release for additional details about our relief support.