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New Member
Posts: 2
Registered: ‎03-11-2023

equipment installment plan not cancelled when phone order cancelled

I ordered an iPhone in December for a Christmas present to be activated on T-Mobile.  It was shipped via UPS but the UPS tracking info showed it was damaged in transit and sent back to Best Buy. Best Buy did not seem to be aware of it when I contacted them by chat but said that it should be replaced. 

In January, I still had not received it and the Best Buy support did not have any further info.  I contacted my credit card company to stop payment on the card I used. 

Shortly after I got a message from Best Buy that the sale had been cancelled.  However, the equipment installment plan charges were still showing up on my T-Mobile account.  I contacted T-Mobile and they said that since the phone was purchased and activated at Best Buy, Best Buy would have to cancel the activation and installment plan.

I have called the mobile service department several times now to try to get the contract cancelled. The first time I was told that the cancellation had been done. I asked the rep to call T-Mobile to insure they were aware.  We called but the agent at T-Mobile had a hard time understanding and then strangely in the middle of the conversation, the call disconnected. 

I waited a few weeks, thinking that hopefully the Best Buy rep had processed the cancellation and it would make its way through the system to T-Mobile. Unfortunately it did not and the charges are still appearing on my account. 

I have had two further calls with Best Buy support where they have said I need to talk to the mobile department and transferred me. In both cases, the calls have been disconnected after I explained the problem. 

I'm hoping someone at Best Buy will see this and help me get the  charges cancelled.

Posts: 189
Topics: 1
Kudos: 37
Solutions: 15
Registered: ‎10-19-2020

Re: equipment installment plan not cancelled when phone order cancelled

Hi, drjral,


Thank you for joining the Forums Community, and for connecting with us here.


I hate to hear you are having trouble getting this order resolved, and would be happy to see what I can do to help. To better assist, please send me a private message with the order number, along with your full name, phone number, and email address. You can send me a private message by logging into the Forums and clicking the blue button across from my signature on this post.



Katie R|Social Media Specialist | Best Buy® Corporate
As of March 20th, our Forums will no longer be available. For future support, you can reach out to us on Social Media or
New Member
Posts: 2
Registered: ‎03-11-2023

Re: equipment installment plan not cancelled when phone order cancelled

Many thanks to Katie who was able to find the right person to fix this issue!