Expecting an adjustment, deposit refund, or payment refund? Learn more about the details. For prepaid accounts, check out mobile365 Prepaid Refill your prepaid account. 

Adjustment

When you're expecting an adjustment on your account, know the following:

• Still pay the total amount due on your bill to avoid fees and service interruption.
• Any adjustment you receive will be on your next billing statement. Learn about your bill and what's impacting it.
• The adjustment will be listed in the Monthly Summary in Credits & Adjustments.
• The amount will be deducted from Total Current Charges.

Deposit refund

• Deposits are returned after 12 months of active service.
• Returned deposits are applied to your account balance first.
• Interest is applied on deposits at the rate the state law requires.
• You can request any remaining deposit credit balance to be refunded to the original payment method or prepaid card.
• Canceled accounts must wait a minimum of 30 days with no payment or charge activity before any credit balance can be refunded to allow time for final charges to be billed.

Payment refund

To request a payment refund, contact mobile365 Customer Service. You'll need to be the account holder or an authorized user and able to verify the account.

• Credit balances due to overpayment may be eligible for refund and will be refunded back to the original method of payment if you don’t owe any money on any mobile365 account.
• Canceled accounts must wait a minimum of 30 days with no payment or charge activity before any eligible credit balance can be refunded to allow time for final charges to be billed.
  

Refund declined

There are some common reasons why you may receive the following "refund request declined" text message: "mobile365: You requested a refund of ${xx.xx}, but your mobile365 account isn’t eligible for a refund. For questions, visit t-mo.co/refund1."

Common Declined Reasons

• A recent payment on your mobile365 account was returned unpaid. Check the status of your recent mobile365 payments with your financial institution.
• Some credit balances are ineligible for a payment refund and will apply towards your future monthly charges.
• You may have requested a refund back to a card or payment type that was not the original payment method.
• If you requested a different refund method, a one-time PIN may not have been verified.
• There may not be a credit balance on your account, so a refund can't be issued.
• The refund request is not allowed due to policy.

If you don't believe your account fits any of these situations or you need further support, contact mobile365 Customer Service.