Calling T-Mobile's 1-800 Number is an Exercise in Patience

Author: keith
Category: Business Blog


T-Mobile's 1-800 customer service number is supposed to help customers out, right? But more often than not the automation and rude employees end up harming relationships more than they help them. There corporate office location is also very difficult to contact, even though the address is clearly promoted at 12920 SE 38th St, Bellevue, WA 98006. 

You can try to call customer service at 1-877-746-0909 or by dialing 611 if calling on a T-mobile phone:

These two options provide automated care 24 hours a day and customer service agents from 4am-11pm Pacific Time. An alternative line is possible by calling 1-877-453-1304. If you prefer to mail inquires the physical mailing address is Customer Relations at PO Box 37380 Albuquerque, New Mexico 87176.

More contact options I tried for T-Mobile:

You can live chat with a T-Mobile customer service agent and find basic customer service information here. The company also maintains a community support site where T-Mobile users can help each other with questions and issues here. Also T-Mobile maintains active social media pages run by their "T-Force" that can be reached if other attempts fail through their Facebook page, active Twitter profile, or Google+ page.

The well known mobile communications company is part of German telecommunications provider Deutsche Telekom AG with the T-Mobile International brand serving as the holding company for all subsidiaries outside of Germany. T-Mobile's North American headquarters are location in Bellevue, Washington near Seattle. After nearly merging with AT&T in 2011, T-Mobile USA merged with MetroPCS in early 2013.

Since then the company has put an emphasis on improving network quality, customer service, and approval ratings along with overhauling their business model to focus on more contract-free options and plans. This led to T-Mobile being awarded the JP Power Award for customer satisfaction in the wireless category in 2015 & 2016.

Here are three exmaples of where T-Mobile customer service went totally sideways:

1. T-Mobile corporate does not value human life
My friend's wife passed away April 18. She started their T-Mobile phone account and paid the bills. I reported her passing to T-Mobile corporate office. They had me send them a bunch of information on e-mail, including the name and contact of the funeral director in lieu of a death certificate. I've heard nothing back.

Today, I called T-Mobile customer service at 1-800-937-8997 and told them I needed to know how much my bill is and asked them if they transferred the account to my name. I got the biggest runaround in history. I was told to go to a local store. I was told by the local store to go to the number above. I have no trouble finding another carrier who is easier to deal with, if that's the case. I was on the account. Just transfer the account to me, tell me how much my bill is, and I'll move on in life.

2. T-Mobile employees cannot perform basic account services over the phone
I have been a T-Mobile customer for a long time and never had an issue until now. I feel that it’s important for you to know what has taken place. In May, 2015 we sold our business, the phones and tablet was under Business account. In June of 2015 we notified T-Mobile that business was sold and it should transfer into a personal account. At that same time, I upgraded my husband phone and tablet, as well as got an additional tablet for my daughter, all this took place at T-Mobile location 702 Brighton Beach Ave, Brooklyn, NY 11235 (718) 769-0754. At the end of the transaction they had me sign a lot of paperwork and it was completed successfully. 

A month went by and we did not receive our bill, although I continued to make on-line payments, so we got in touch with T-Mobile and were informed that apparently for some reason the business account was not closed, that they are sending bills to the business address, so we went over everything, closed again business account, changed the mailing address and the representative told me that he will send me an e-mail that I would have to e-sign the papers and I immediately did. The representative never told me that I will get about 5 e-mails, so when this e-mails came in I thought it’s a computer glitch, therefore I signed the first one without realizing that I need to sign 4 or 5 more e-documents. 

I continued to be a T-Mobile customer, however as month went by I did not receive a bill so we called again and ask them to correct the address and believe it was done. In the end of October beginning of November I again upgraded this time my phone, no issues were brought to my attention and we did not here from T-Mobile until November 19, 2015  when they call my husband and told him that we are in collections for $1,275 for not e-signing all of the documents. 

I called collection agency  later that day and spoke to Doug with AM SHER Collection (I will file complain against them) I asked what its all about he could not explain it was not important to him. When I tried to explain to him what happened and that even  today T-Mobile acknowledge that they did not change the address so they been sending the bills and notices to the wrong address and throughout so many communications and upgrades we were never told that there is an issue and that T-Mobile supervisor told me that they might have had computer glitch (at T-Mobile I spoke yesterday to Michael O. rep and Supervisor Andrew W. ; C location). I have not received anything from T-Mobile. 

Mr. Doug from collection Agency told me :"No one can Help you" I replied for not signing all of the e-documents, especially that I continue to be T-Mobile customer, I will not pay $1275, that this is a rubbery and I will bring  this to FCC attention, so the reply was from Doug: "I don't care about FCC they can’t do nothing, they will not help you, no government agency could help you"; I was shocked,  he further proceeded to threaten me that all the equipment will be turned off I will be denied all the services, but I am paying for this equipment and FCC is a powerful government organization, so I count on them to help us.

My husband works for NYPD, I work on helping after hurricane Sandy, and our son is active US Marine, I said to Doug I am sure that FCC will help and if you don't believe in government support and that they would take care of their citizens than you have an issue.  T-Mobile supervisor Andrew although trying to be understanding and acknowledging that the address was never changed during all this time, upgrades, communications… said that he can’t help us r do anything about it. This was the end of the conversation.

3. T-Mobile takes advantage of teenagers and senior citizens
I have been with t-mobile for almost 15 years. along with my family. I was sent an email in August from T-Mobile stating ad a line and get a free tablet. I was planning on putting my 91 year old father on my plan so when this popped up I figured do it now, maybe my dad could learn how to use the tablet. I already have 2 plus 2 smart phones and home computer. I didn't need another device. When I called  I made absolute sure that this was free. I said I have internet service in my home already , I don't want to pay anything for this tablet. 

She assured me twice there was no other costs, it was free. After al these years T-Mobile wants to charge me $170.00 for this tablet or ad T-Mobile service at another 10 bucks a month. This is a very low blow. They wont take it back. My last tablet I paid $74.00 for and its much better than this one they probably got for $10.00. You should make this right T-Mobile. I have talked a lot of people into switching to you over the years. Very unethical, if you go back and listen to our conversation on that day, you will find I made very sure there was no contract attached to the offer. I hope you make this right.

4. T-Mobile billing department constantly allows errors on monthly bills
I bought equipment from t-mobile store charge on my bill, I received a lump sum of money started paying bills off my equipment was one part of my numerous transactions. I never noticed they didn't pay the bill off they billed my for the lump sum. Month later I didn't have the money told them to put back in installments. They were not able to do so, therefore recognizing the mistake they credit the account. $163.00, Hooray.

I'm paper less so t-mobile sent me a text say I owe $8.87 in May. Sent another text saying I owe zero balance. Got another bill for July for the amount I was paying when I had installments for the equipment. I was livid. I called told me I owe for may and June and said I owe $148 on my equipment. I will pay my remaining installments and leave t-mobile for another carrier.  

How has your experience been calling T-Mobile support? Leave your comments below!