Contact T-Mobile Corporate

I went to the local T-mobile store to ask a question regarding 2FA messages. The two young men working the counter were a) arrogant, b) gave me wrong information, c) asked for my T-Mobile userid and password, and d) insisted that my only option for solving the problem was to buy a brand new phone.

My account is a pre-paid one, and I just put $100 into my balance. I hope I can run it down fast, and then find a better carrier. It's no wonder people are rating their service "poor" if this is typical of the people running the stores.

I am reaching out to you in regards to a matter that I am dealing with in regards to setting up new service with T-Mobile. Let me start by saying, that my family was a T-Mobile customer for 15 years and then we were persuaded to move to At&t which was the worst decision ever. On Saturday, 4/25 we went to the store in Independence, MO located at 17820 E 39th St S Ste 102 and was working with a gentlemen named CJ. We told him we were looking to switch back to TMoblie and what did they have to offer. He explained the bogo deal which was perfect. We would be adding 4 lines. Myself and my one daughter would be getting the Iphone and my husband and my other daughter would be getting the android. He also explained that the 3rd line was free. After CJ ran the numbers I paid the $120.00 activation fee. We then told him that my daughter would come back up with us on Sat evening around 5:30 to get the android phone with my husband. My other daughter is in college at University of Kanas, she was going to come up on Sunday and her and I were going to get the I phones. CJ stated that is perfect we verified his schedule and we left. We then came back into the store Saturday evening with my one daughter. CJ ported over the number from AT&t and it went great! But then this is where everything went downhill. He said “oh no we have a problem” He then proceed to tell us about the DASH in the computer system. Apparently when we were in the first time and paid the activation fees it stated that the DASH was 4400 IE credit limit. Now, it is showing 2600. That would then be a problem because we could not bring over the 2 iphones for purchase. When he even tried to use the 2600 it locked him out. So he called customer care. He explained that when we were in there earlier the Dash said it was set at 4400 and is now stating 2600. He explained how he ported over the 2 numbers already but that we would not have enough credit to purchase the Iphones. They stated their was nothing they could do. CJ then called the District Manager, Mike. Mike then worked to see what he could find out. He was at home so his resources were limited. He said give me a few minutes. He then called CJ back and stated that it looked like there were 2 credits that were possibly ran and that is what made it go down to 2600. Not sure if that was something CJ did or not. He told CJ to call back to customer care and tell them that. CJ did just that and again nothing could be done. At this point it is 7:45 and AT&T will close in 15 minutes as well as TMobile. I said I want to port my other numbers back to At&t, I am not going to have 2 different carriers. So my husband and daughter drove to At&t and the were there until 8:30 when they closed at 8 to import our numbers back to us.

With all the issues above, we still would like to come back to TMobile as we have had issues with the At&t spam calls as well as dropped calls. I am hoping you can work something out to get our increase in the credit back to the 4400 which was on the original dash and we can get service through TMobile. I will be going up this evening to the store and requesting a refund of $120.00 activation fee refund if we are unable to get this resolved.

Thank you for your attention in this matter.

I recently bought a phone and the phone that was given to me was not the phone I agreed to buy. I am having technical problems with the phone, it doesn't seem to be new. It's not right that I pay for a phone that might be used and returned by someone else. I need a phone that is new and that works asap, I used the phone for work and I cannot afford to have issues. I need help regarding this situation.

I visited you store in Sterling Heights, MI - located on Van Dyke and 14 mile road. I went in there to get my husband's new phone activated but ended up deciding to upgrade my iphone 11 to a 13 plus. I did asked to upgrade to the 13 pro with out knowing that you guys have a 13 pro max. Now had they been good representatives, the first question to me should have been for me to take a look at the display to make sure the 13 pro is the right one for me but that didn't happened; therefore, leaving me thinking the 13 pro was the best one for me. After looking over the phones, I realize the IPhone 13 pro max was the better one for me, so I asked if I could switch and was told no flat out no compromising nothing just no and if I did I would have to pay a 70 dollar restocking fee. Remind you I never left the store still there. I couldn't believe her response. So, once she tried to prove her point from another manager she called on the phone to verify what she was telling to be right to find out that she was able to switch me out to the one I wanted but they didn't have any. So, after all the attitude given, I decided to keep my old phone and go some other place that would service me better. So, I asked for a refund to find out that they wouldn't refund me my 30 activation fee which is crazy seeing how I have been a loyal customer for over 25 years with sprint and she wouldn't give me back my 40 dollars for the screen protector that I was buying for the new phone that i decided not to get. Now, I was told they weren't reimbursing me back the 40 because the package was open - well I NEVER told her to open the package and why would you until all transaction is completed. I left out that store feeling like I was rob out of my money. I called the reps on the phone and they reimburse me my 30 for the activation but what about my 40 for a screen protector that I never asked her to open that was placed on a new phone that I never got. I don't have money to waste and I feel like I should be reimburse for my screen protector that I am going to have to buy for the phone I order over the phone. Never again - I was never treated this way with Sprint never>

Charging me for a phone the store told me was free,I've been calling and been told the fee would be removed,it's still there.

Dear T-Mobile:
We have had an issue with one of our phones from T-Mobile. Phone number: 540-383-2690. The phone quit working on Friday, January 28, 2022. The phone will not receive or make calls. The message is call failed for both. I called customer service on Friday, January 29, 2022, and spoke to several representatives. I talked to a rep named Joe, he was wonderful. I had been on the phone for a total of approximately 3-4 hours. I made a trip to the Burgess Road T-Mobile store on Saturday morning (which is approximately 30 mins from my house). The rep in this store put a new sim card in the phone, which was recommended by Joe, after nothing else worked. Got home from the Harrisonburg store on Saturday morning and the phone did not work. Monday, I left work and went to the T-Mobile store again in Harrisonburg, VA. I went to the store that we initially switched to T-Mobile this time, the 33 East Market street store. The sales rep ordered the phone. At this time, I was with the understanding the phone would be in within five (5) business days. This morning, February 1, 2022, we received a text that this phone is on backorder. This means my husband is without a phone until who knows when.
All we were requesting was a phone to use until the new phone came in. I think the rep. would have sent us a new phone, but with a line charge, and a shipping fee. I do not feel we should be paying this as this is T-mobiles responsibility to assure their customers have service. I do understand to pay the insurance on the warranty of $20.00. That was explained to me.
Other factors that come into my husband not having a phone, is he is disabled. I work through the day and we need to be sure he has access to a phone. We are very disappointed with this service and how this was handled by T-Mobile. I do realize that we are only one person upon the thousands/millions of customers you have, but it only takes one. We are very disappointed that T-Mobile was not able to work with us on a simple matter as providing a phone or allowing us to switch to a new promotional phone without any charges. My phone number is 540-383-2735.

I called asking about the internet service for TMobile and to see if it was available in my area. When it was not, I was told that a MiFi Hotspot was an ample substitution for internet service, no mention of data caps or anything. I was actually guaranteed on the phone that this was a suitable replacement and even a better option. There is a 100GB data cap on this device and for someone doing work from their home (stated on call) I'm not sure how anyone could suggest this. TMobile then told me that I would be responsible for shipping this device back (it still has not been received) before they would cancel anything.

I've been a customer for several years and can't understand what happened. Why would a sales person essentially lie on the phone and say that 100GB is a "suitable" alternative?? Who would ever think that for an internet service? I'd love an answer.

I signed up for T-mobile's wireless internet service in October and decided to cancel it in December. It was then that I realized i couldn't cancel service online or with the T-mobile app. I had to call. Waited over an hour to talk with a live person. Rep was polite enough, and cancelled the service saying I'd get a refund. All good. A week later, I got a bill in the mail saying that there were two monthly service charges applied to my account plus 2 additional fees charged because they were unable to charge my account. First of all, there should be no charges since i was told when i called that I would get refunded. In any case, even if I didnt get the last month's refund, why should there be two charges equivalent to two months' service charges? And now there are the additional returned charge fees of $15 each because my account and autopay to T-mobile have been closed. I called customer service, and this time, I waited again over an hour to talk to someone, then I got passed to THREE different people who couldnt help me resolve this. FINALLY, I got passed to the FOURTH person who turned out to be technical support who couldn't help me at all with a BILLING problem! It was beyond frustrating. The poor tech support guy tried to hand me off to another person at which point, the phone call got disconnected. T-Mobile's customer service phone support is by far the worst I have ever experienced with any business. After spending several hours on the phone, I'm no closer to resolving this billing error. What am I to do?

On 11/12/21 I went to the store T-Mobile - 3fsv 8290 26 mile rd. Shelby Twp. MI 48316, to reduce my phone bill from Sprint of $144.28 per month. The people who assisted me were Shaw, Stephanie and Selma. They provided the Magenta Military plan at $110.00 a month with Auto pay. I said would the cost of the plan remain the same if i cancel the 3rd line due to no use. They said it would remain at $110. So we completed the purchase.
I received a text my bill would be $123.10 with auto play which we signed up for.
On 12/16, I went back to the store and asked why is the bill more. They researched and said because the 3rd line was cancelled. I stated if you explained it correctly I would have kept the 3rd line. Selma and Stephanie apologized and said they did not explain it properly.
I asked if they had a format and check off list to explain these options to the customers that they and the customers sign. . They said there was none. T mobile needs to provide certified training to the personnel. I am so disappointed, Now I have to spend appx $ 144 more per year.
I called Niki at and she could change to a lower plan for 121.00 a month. I said i will keep the plan i have.
Very disappointed with T Mobile John Dziwanowski

First contacted them 11/27/21 to get in on the Black Friday special promos. Over 4 days I had scheduled appointments for a phone call to set up service (transferring 4 lines plus iPad). The first 3 appointments were not kept by the T-mobile reps. Every time I found someone new, that person promised to keep the appointment but did not call at all. The 4th rep promised to call and did, however she called over an hour and a half late, and I was not available. With each interaction, I stressed that I wanted to make sure I got in on the Black Friday, which was now Cyber Monday deals and was assured that I would. Finally the 4th rep called the following day. After a 2+ hour phone call, I was assured that everything was set up, however was informed that I would not get the "free" AirPods because the promo had ended--despite the fact that I had been trying to get set up for 5 days and, through zero fault of my own, did not. I was not happy but I let it go--until 12/4 and 12/5, when I saw that the promo was indeed still going on.

On 12/6, I received the new phone, accessories that I had ordered, and 5 SIM cards. I called T-mobile, waited on hold for over 90 minutes, and spoke with someone who agreed that I should get the promised AirPods, but could not activate any of our phones. She told me I had to go to a T-mobile store to do so. After work, my son and I went to our local store and spent almost 2 hours trying to get our lines transferred and activated. As it turns out, the person who spent 2 hours did not enter the information correctly; so, while I had an account set up with T-mobile, the account was completely empty--with no phone lines to be transferred, no record of the assigned SIM cards, no record of any interaction whatsoever. We were given the general T-mobile number to call to try to fix this. I spent another 1.5 hours on the phone with various representatives, including a supervisor, from T-mobile with no results.

We went back to the store, where a different employee told us to call the number yet again, after we explained that we had no luck with anyone with whom we spoke. So, today is day 11 since my initial attempt to switch to T-mobile with no success--and with literally countless hours spent in total, of aggravation, ineptitude, and no resolution. I fervently wish I had never attempted to switch carriers, as they apparently all are incapable, apathetic, and useless.

I can not reach anyone at corporate or customer service..I was at work and used the communication chat on line. It took me 5 hours to try and work out payment. I finally just gave up.

Terrible customer service. They bounced me around and could not figure out how to get me a replacement phone or how to file a claim. Everyone was clue less. Long hold times and they could not resolve
My issue . The reps were laughing in the background when i called like they were not even working i said hello several times and had to hang up because nobody would speak to me they were just laughing. WORST CUSTOMER SERVICE I HAVE EVER HAD IN MY LIFE. I just wanted to get my phone fixed. Been working on this for 2 days! So stressed out.

was a at&t customer, T-Moble said there was a rebate program for customers that switched over to T-Moble. i called them today and was told that i did not meet the requirement. Also called the store and they said they did not remember. The only reason i switched was for the $650 rebate. I even purchased 2 new phones from them.

Stay away from these people. I can see why they have a poor customer service rating. On my rating of them i would not even give them a 1 store.

When we switched from Verizon wireless to T mobile we were told that T mobile would pay off our last bill by sending us a 500.00 dollar Visa card. We were told that it would arrive in a week to ten days. No card ever arrived. We waited another few weeks after being told that it would come but no card ever arrived. l

When we once again went back to the T-Mobile store we brought the last Verizon bill to show what the charges were and were told FOR THE VERY FIRST TIME that we needed to provide a breakdown of Verizon charges. "
They said "Go back to Verizon Wireless and get a further breakdown. What?? who had mentioned anything about getting anything from Verizon .Verizon wireless has not sent the information after many requests.

T-Mobile never mentioned this complication as a condition of their service when we first signed the agreement. No one ever said one word about providing anything from Verizon. We are extremely FRUSTRATED and OUTRAGED and disappointed by T Mobile. We have no choice but to pay Verizon Wireless directly.

We fully expected that T Mobile would pay the last bill from Verizon by sending us the Visa card for 500 dollars.

PLEASE LOOK INTO THIS MATTER. THIS WAS A BLATANT MISREPRESENTATION BY T MOBILE.

I have spent over 8 hours over the course of 4 days trying to get my new phone activated to no avail.
I never had this issue as a Sprint customer before the merger with T-Mobile, and I've been a customer for over 15 years.
Please have someone contact me. It's ridiculous that I'm paying for mobile service I can't use.

I purchased a phone from T-Mobile at 4409 Chapman Highway stayed at the store until it closed, at the strike of 8 my phone was still downloading, so I was sent away without even knowing what my monthly bill would be, once I found out it was the 15th day of the only 14 Day buyers remorse period but when I called T-Mobile the agent told me that I could return it. I take it back and the Manager assured me that I wasn’t returning it and not to waste my time calling 611 because there was nothing they could do about it. either and Boy was he right now I’m stuck with a $195.00 phone bill that I can’t afford, a phone that I’m stuck with can’t trade it, sell it or afford it, all because the agent never got to the point of sale where you tie up everything, and give the final cost. I’m so hurt, and the sad thing is I really can’t afford it!

I have been trying to reactivate my business family discount since April 2020. I finally got confirmation that my request was successful and it would reflect on my next bill. I spoke to a representative on April 27, 2020 and was informed that my June bill would reflect the discount. It's over a year now and it is still not reflecting. I have spoken to multiple customer service reps. Some are helpful and tell me I'll get an email in a few days with instructions on how to proceed. Others tell me it's not their department and transfer me. I've wasted so much time and gotten nowhere. Each call is at least an hour and then nothing comes out of it. How difficult is it to reactivate the business family discount and then credit my account to June 2020? This is ridiculous that nobody at T-mobile can figure it out. It show I received it until February 2020 and then I had to reactivate which I did on April 14, 2020. Please take care of this asap.

After hours of messaging the support back and forth over numerous issues. He told me the was God and came out of left field and it’s kinda offense... I took a screenshot of the end of our conversation... it made me really uncomfortable.

I went to store #237 in Ft. Collins CO. I started on Friday 4/9/21 to see what kind of deal and phone I could receive and they offered a good plan , cost for people over 55. I worked with the store and ended up with a free phone from T-Mobile. The phone I received from T-Mobile was defected and I went back to them and the same phone(2nd. phone) they changed over was defected too. I spent more than 2 hours each day on Sat. 4/10 & Sun. 4/11. I finally ended up with a Samsung Galaxy A12 phone. The person I was working with, was suppose to meet with me at the store this morning at 11:00 am. He came at noon, one hour late. Aaron the manager is suppose to give me a credit on my account is suppose to give me a credit on my bill for $100.00. Who knows if that will really happen? There customer service has been terrible at least. Can you image spending so much time as I did in a phone store.
Please help in any way you can and Thanks so Much.

One customer in the building at a time and when customers standing outside complained and there were several, the man in the business said if you don't like it take your business elsewhere so I did. If T Mobile wants to sell phones and service this policy needs to stop. It was the T Mobile in Greenville Michigan.

Over charged by 200$ 5 different representatives said it’s on its way in the Mail. 1 month has passed and still nothing. After a 45 min wait they just told me a lie and said they sent it to the wrong address!!!

My family switched from AT&T to Sprint in 2013. We have three girls who, at the time, were in their teens. Sprint was the only company offering unlimited talk, text and data. With three teenagers, unlimited is a must. We have had excellent service, other than the occasional dropped call while traveling, until T-Mobile took over.
For the last few months we have had every one of our phones consistantly switching from 3G to LTE ( with one bar at most if we are lucky), to roam to no service at all. All of this switching goes on while sitting in the same spot in the same home and all in the same minute. It is constant. Calls are dropped just about every single time we make one. It isn't a particular phone as we are a mixed phone house (android and apple). It is most definitely T-mobile's problem. By their own admission they have issues with rural areas. We live, work, play and go to school in a rural area.
We have tried getting out of our service agreement with them because, again by their own admission, the service in our area is poor to non existant. They refuse. Seriously I can pay $25 a month for a land line to do what we are paying them hundreds of dollars for. Do not sign up with this company, especially if you live rural.

We went into your new store in Brownwood Texas. They acted like they didn’t even want us in there and didn’t really want to tell us about any kind of deals. We have been with AT&T for 15 year and Me and my wife was excited about you coming to town.We was wanting to switch with y’all but the way we was treated I don’t think so. Because when I walk into AT&T store five people greet me at the door wanting to talk to me. I hope you address this problem and get it fixed because I would really like to try T-Mobile

I have been trying to get my sons phone replaced for weeks. I have the insurance and paid deductdable

On 7/16/2019 T-Mobile took an unauthorized payment out of my checking account in the amount of $169.53. I called on that day and spoke with a representative Carlo and was told was a mistake and the money would be back in my account in 24 hours. It was not so I called again on 7/17 and spoke with Alex emp ID# 443625 and was told the refund was approved and money would be in my account. I call today 7/18/19 and was told that I needed to send a copy of my bank stmt for proof that the money had been taken by T-Mobile. I was told LIES by each representative. I am not sending in a bank stmt for something that T-Mobile did, I have been a valuable customer with T-Mobile for 15 years. This type of customer service is unacceptable. I am so upset right now.Please advise.

Thank You,
Bonita Porter
240-505-4676

I bought a phone from T-Mobile pay over 300 dollars from it the phone will not recognize the sim card. Now thay won't me to send my phone off four two weeks I use this phone for work. I have had this about three weeks I think T-Mobile should replace my phone with out sending it out for two weeks if not I will never or recamind T-Mobile to anyone very desaponted.

Went into the T-Mobile store to see if my phone would work with a SIM card because I was told by the previous owner that it was locked to T-Mobile. The man I saw sold me the SIM card and charged me the activation knowing it would not work in my phone. It was locked to some other company I guess. Then he told me that I could get a refund if I came back and asked for one or if I didn’t come back in like 10 days he’d refund it for me. So then I try to get a refund and this other man tells me multiple times that they don’t refund activation fees, and is being extremely rude and points out to another coworker told him about me. I’ve only been in once and never made any scene?? And I kept telling him that the guy who I bought the SIM card from told me I could get a refund. This went on until a manager or someone came and told me that they actually DO refund activation fees then continued to tell me that it’s too late to get a refund. Nobody told me there was a time period to get a refund. I assumed a month so I came in before the month was up. So because I couldn’t get my refund and I couldn’t use the SIM card or service that I paid for I just left it and never got to use it. Then like or a week or two later I got a charge in the mail for the data that I never even got to use.. and then it was bumped up to 81$ because I didn’t pay for it because I never used it and threatened to turn it over to the collection agency?? So thank you. I will not be buying or using from T-Mobile again.

I very upset cuz I can't use for to pay T-Mobile they told me that I had to use a check which I don't have none and I always use my credit card to pay my phone bill this is ridiculous and I asked them why they cannot tell me why

The Old Road, Stevenson Ranch TMobile store.
No one could even give me a free sim card after I added my husband to my plan, which I have had for 16 years.
No one could make any kid of executive decision. wanted me to wait an additional 40 minutes for the manager to come in. I had already been waiting 30 minutes for someone to finally help me.

Horrible customer service. Need to train your staff on servicing customers and not making them wait for over 30 minutes with 3 others before you finally get a clue and go and get another guy from behind the door to come off his break.

Slow Slow customer service. No clue on how to deal with customers. Train your employees properly.

Very disappointing!!!! and frustrating to say the lest.

For more than two weeks my service has been in and out, everything from my social media accounts to email and text. I've got full bars of service and I have made more than one call to complain. I am told it's the new BS merger or cell phone tower work (eye roll) So let me get this straight- TMobile over charges for their crap service and demands immediate payment or lose that crap service but the people who keep them in business YOU AND I get NOTHING when they crap all over us and our service. No partial refund, no compensation or credit for the weeks of terrible service!! they cannot even give an ETA of when this will stop and go back to normal. I have been with them over 10+ years and i am DONE.

POOR and UNPROFESSIONAL: Customer service representative was terrible and not accommodating to me as a loyal customer for over 9 years. Then, when asked to speak with a supervisor initially stated "no" and then "why do you want to speak with a supervisor", as if he was interrogating me as the customer!
I'll be taking my business and my families business to another provider!

The store at northgate mall plays loud music all day long , that can be heard all through the food court and down the mall
Mostly drums the associstes hover outside the store in groups, talking loudly and acting stupid . So i would never shop your store

06/24/2019 my checking account was debited by TMobile for the amount of 55.00 dollars. I had cancelled the service before I was able to use it because the phone I had would not work with TMOBILE'S system. I know that I cancelled the service weeks before my account was debited. I am having financial dificulties at this time and have been doing all I can to avoid extra expenses. This Debit caused an overdraft fee and remove from my account funds I sorely needed. Wells Fargo have been a big help, but dispite a lengthy conversation on the phone with TMOBILE representatives I was not able to get the funds returned in a timely manner. I hope that if nothing else, by reporting this another person will get better treatment. This incident has made my situation more difficult, and it is due to an error on Tmobiles end. Yet dispite my efforts to convey my circumstances, I was met with indifference. Thankyou for your attention to this matter.

Sincerely,
Jeffrey Bret Hall.

P.S. I have no phone but can be reached at caul0123@gmail.com

Worst enternet network in the world . Never connect properly. Every time surfing if I open normal app. I don’t like T mobile . Plz don’t use this network if u want good enternet service .

I purchase an iPhone in December 2018, x-mas gift, I pained for the entire phone up front. Since this time, every month I have received my T-mobile bill and they have added an equipment charge of 24 dollars to each months bill. I have called every month to get this matter resolved. But each month it keeps appearing on my bill. I thinking T-mobile should have no problems resolving this issue but they don’t. Or maybe this is a simple case of fraudulent billing! Never buy a phone from them again. Pay more else where it’s not worth the pain.

One star is too many....I purchased two phones, 55 plus program and at the time, told them another line would be added. Now, adding line, I am told that is no longer available. No transparency, no trust. This company continues to change offers and DOES NOT hold any accountability to promises made or contracts purchased.

Try another company......this one isnt trustworthy

today, on 6/8/19 at 10:am. visited your store at nortgate in durham, nc. had voice mail issue with phone. spoke with a young lady first, at appox 9:30. I thought store opened at 9. Anyway, she was very short with me, very insensitive to my cell phone issue. she very rudely said, i'm not suppose to talk with you before 10. ok, but why the rudeness? Later when store opened talk with a Caucasians male who i presume to be the manger. he was as rude, uncaring, unprofessional as the other employee.

i had been debating rather or not to continue as a customer of t-mobile, these two surely help me to make up my mind. Talking about customer no service!

I was in your store #389D in Greece NY
with my friend who name is Joyce Delgatti. Joyce has an account with you and we went into the store to upgrade her flip phone to a smart phone. The associate that helped her his name was Rodney. Rodney suggested we get a phone cover for her newly leased smartphone. Rodney suggested to get a cover and I told my friend she could probably get it cheaper on line and to wait a while to look elsewhere.
The manager, Nicholas Blumm then interjects that she should get one to prevent dropping it. I said to Joyce just wait you are pretty careful as to not drop it and that I have had my phone for sometime and have not dropped it
Well Nicholas chimes in, " so you never dropped your phone? I said no, he says you had to have had at sometime dropped your phone. I said no, I have not. He says, you're lying! I said no I've not dropped my phone and insisted on saying I'm liar!
Then K said well, I'm going to argue with you about it because you don't know
Fortunately there were no other customers in the store at the time.
I was shocked at his rude behavior.
I am a retired Manager of 20 years from Staples and I would have fired him on the spot. As a matter of fact, Joyce was going to just walk out and go to another location to conduct her business.
I believe in commenting on good behavior as well as bad. This encounter was the worse I have ever experienced in any retail store.
Hope this will help prepare you with the action and training needed by Nicholas.
The associate Rodney who helped us was great by the way. Perhaps Nicholas can learn some courtesies and how to help customers from him.
Thank you
Catana Pickett.
You can reach me at kittypickett@gmail.com

Good afternoon, at the beginning of April 2019 I transferred 2 lines from ATT to your company due to co workers in the military utilizing the overseas military plan for your services provided in Afghanistan. I was attended by a young man name Alejandro from the store located at 2708 E 1st. ST C, Los Angeles CA 90033. The store attendant notified me that all I needed was to transfer to T mobile and they would cover the cells if I changed to new cell plans, turned in our new iphones that I had purchase within that year from ATT. I'm currently deployed overseas being I'm retired after 20 years service and continue to work as Government contractor in Afghanistan in which all of our workers utilize your services and platform. The store manager and store attendant have had my fiancée back and forth for over a week giving the run around about obtaining full credit for the cells we gave in exchange for new iphones and S10 from the store without the need of maintaining the old number. On 6 June 19 I had to cover over 1k dollars in fee being they never notified us that I needed to maintain the old number from ATT and not obtain a new one as suggested by Alejandro and supervisor ( SAMANTHA MARMOL). For the past week we have emailed , attended the store who continue to not find a solution and they continue to do runarounds in regards to paying full price for iphones we turned in including giving us mis advertised programs in regards to your company offer for overseas under the military program. This past week we were told they don't keep records of how much they offer on cells being traded in which don't make sense since they are able to pull the information of when the accounts were active in t mobile etc. The fact that im overseas and continue to have my family being pushed back and forth with this situation as a new customer and service member is unsatisfactory when my current company who are all veterans owned etc are utilizing your services overseas due to your service provided to military being tarnished by such low employee standard and lack of training from the supervisors not fully training employees in knowing the promotions and programs details being offered in each. I would like to find a solution and courses of action from your company in order to solve this situation without having to find legal advise in order to recover expenses acquired for lack of store employee education and training including poor management/services provided by such of representative from your organization. I hope that I'm able to hear from you with a solution.

Thank you

v/r

victor encarnacion
v.encarnacion77@yahoo.com
victor.encarnacion@magaero.com

Bad customer service at airport road center. I've been a customer for years. Went in to get a new phone to replace an ols phone. Sales rep# 811 as last numbers. When we decided on a phone he told us the price then walked away from us got the new phone then proceeded to bring over a stack of cases and phone protectors (which I dis not ask for). When I asked how much it would put up the total I have to pay he said an additional 70 dollars that would be 7 dollars a month for the case and the screen protector. When I declined he hands the stack of itema to another employee who drops them and makes the comment that I shut him down and I'm gonna crack my phone as his employee dropped the items. That was very rude. And the rep dis not even set up the new phone as since I've been a customer with T-Mobile. Not sure whats changed but I will never go back to that store again. Unacceptable

I am a new T-Mobile customer and I am 1 issue away from leaving this company. I recently switched from Verizon to T-Mobile at store 516E in Long Beach. I was helped by Nataly Nuila who did a fine job, I picked up two new Iphone X's and two covers. It was near the end of the transaction I decided I did not want one of the covers and planned to look online for a case with a slimmer design. Nataly said that was no problem but she would need to cancel the order and start over. I did not want her to have to go through the troubles, she told me that I could always return the product at a later date. I returned 15 days later to return the unused Iphone X cover and was told by an acting manager that they were unable to do so due to a 14 day return policy (of course I didn't read the fine print). As a new customer this is very disappointing, the case was only $20, but I found this level of customer service completely unacceptable especially after I was trying to make it easier for the employee! I have the receipt and an unused case, if there is anyway this can be corrected, that would be appreciated.

About a week ago my phone(Iphone 7Plus Gold) started having issues with holding a charge once it has been removed from the charger so I called assurant to submit a replacement and was told that I needed to contact Tmobile because that is an issue they can replace on their end. I called Tmobile on 6/3 and explained that I am leaving for Deployment on 6/6 so I need the phone by 6/5 which they assured me would be no problem. I was told the replacement phone had to be submitted to the closes TMobile store near me so that is what was done. On 6/5 the phone arrived and I went to pick it up but while in the store the rep. said they don't receive replacement phones anymore for IPhones so he wasn't sure why the replacement phone was shipped to their store and after further processing in his system he could not release the phone to me because the system would not allow him to and after he called the support line the only option was to send the phone back and then Tmobile can send me another phone once they receive the phone. Well that is not going to work because I am deploying and will not be here to receive the replacement phone. I am very disappointed and ended up disconnecting the call because there was really nothing they said they could do for me but have me pay almost 200 dollars up front and they wave the balance on the phone but that is not an option for me today because I can not pay the 200 dollars today. Now I am stuck with a phone that does not charge and I am heading overseas for almost a year. I am very upset with the lack of help and inconvenience I received today.

I need to talk to corporate manager or a CEO; because I am going to send a letter to The BBB and to the credit reports based on a discrepancy on my account that was 1. A pre-paid phone “ what that definition means “ 2. The account was in auto paid. It’s wasn't a reason for what they didn’t charge right there and then. 3. On the 29 Jan 2019 was last time with t-mobile .. my account on live was closed never got a lady bill but the sent me to a collection agency.., I am a retired military with 23 years I don’t need all these garbage personal threatens... went you T-Mobile did had access to my account deduction. I going to put a complain to the credit report basis on my complaint and others that being suffer the same. 912-2719636

I canceled my T-Mobile account and took my business to Verizon. I then paid my last T-Mobile bill and went on vacation. When I got back and checked my mail T-Mobile had sent me a late notice and had sent my account to a collection agency. When I looked at the dates on the collection report I realized that in less than 17 DAYS after the bill was due it was sent to collections. They claim they never received the check and that they didn’t send my bill to collections. That if they had it would show on my account. So I read the notice to the guy on the phone but he continued to repeatedly insist they did’t send the bill to collections. However my credit went down from their nonexistent report and I’m trying to but a house. I have NEVER known a company this NASTY. I AM BEING FORCED TO LEAVE THEM ONE STAR THAT THEY DO NOT DESERVE.

For 2 full days near Aurora Colorado the T-Mobile Tower was inoperative. I had no service of any kind. In order to maintain my life line I was forced to purchase a 1 week pass to piggy back on Xfinity network because I do not have my own in home Wi-Fi. When I contacted customer service I was provided $25 account credit. I expect also a credit for the Wi-Fi pass I had to purchase. My roomate Stephanie Wagner experienced the same exact failure but she was given $25 account credit AND a credit of $20 for the Wi-Fi pass she purchased AND was given a complimentary signal booster. When I explained that to Richard -in Colorado Springs and the Manager - Christina - in Colorado Springs I was basically told that she got lucky !? Really, the service level and service recovery customer service should be fair and consistent when the complaints are identical. I have been a very loyal T-Mobile customer but this type of flip attitude and inconsistent service leaves a VERY poor taste in my mouth. I'm very unhappy and extremely disappointed in my magenta family.

We were charged twice for a bill. I have provided proof of the charge at least 3 time to t Mobile, but they say they still can't find any record of it. We've been going in circles with this issue for about 5 months!

i can't cancel service- I called earlier today and talked to jerry id #76662 he said i would have to go into the store to do it ,took the time to drive over to 1st and washington t mobile san diego ca 92103 where the people in there said they couldn't cancel in the store.and they would put me on the phone w customer care. Reyes on the chat line couldn't do it so he got supervisor Hannah online but they took extra long so the chat timed out..I have tried to cancel for months now - somebody told me i had over a month ago but now i have another bill- shall i file in small claims- I am pretty sure i will win

Not like ill receive a response but I had a plan April of 2018. It was a lease plan. I picked the 65$ monthly plan which was "unltd" data. The problem started when I lost my phone. Had insurance so I temporarily halted service so whoever finds phone wont be able to use it. Got replacement week or so later. I thought it would be a new phone but it was a crappy scratched refurbished phone. I really didnt notice how scratched up it was until a few weeks or so later when I couldnt make or receive calls. I found out I had 14 days to return it. Now its too late to return it. The sim card I received was not turned on properly by tech support. They had turned the lost sim card back on. I figured this out when i called customer service and tech support wanted me to read off sim card number.It was a stressful call because they kept saying they show it working. I finally got them to read back the sim card info and it did not match what I had. I was without a phone for 30 days. When I wanted them to take off the charge for the month of no service because they turned on the wrong sim card they refused and refused to let me talk to any supervisor. This went on and on until I was able to get a phone number to the stateside office. I wanted to just cancel the plan and return the phone. I was told it would cost $400 to cancel. This was very strongarmed tactic and I hung up and called back to speak with a supervisor. Again no one would let me talk to one. I called at an earlier time and managed to talk to a rep who said I would only have to pay $120 if I elect to keep phone or return it and owe nothing. When I asked the rep to send me what she just told me in writng she just said it's recorded and T-Mobile has this type of record but I wanted proof of my conversation and this result but said wasn't necessary to send me a letter. I had no choice but to agree since I'm thinking I finally was able to cancel and walk away since I didnt want to keep the phone because it was still defective. I returned it to a T-Mobile store where I live. Nothing was said about owing a balance since I cancelled plan and paid any balance from the actual plan. Within 2 weeks I recieved a bill from T-Mobile saying I owe $100 for cancelled lease and that was the buyout fee. Here we go again I called and mentioned I straightened all that out previously but they told me whoever told me I wouldn't owe anything was wrong. They refused to even give me the benifit of doubt. I wouldn't make this up because I don't want a bad mark on my credit. Then they sent it directly to collections. I paid $50 because I really cant afford rediculous charges at the drop of a hat and hoped to work it out but a billion dollar company feels the need to shake me down for another $100. Im very disappointed that a company like this resorts to holding a person to a what I think is one sided agreement and to constantly give me conflicted info. I paid everything I believe I owed but they want more and almost got me to suffer thru a 2 yr lease. It was a monthly plan that they say I could be free to cancel any time but that was far from the truth. Why does 1 rep say 1 thing another rep say another and in the end it's all in conflict. This is wrong and now it's on my credit as a bad debt for a lousy $50. Thans T-Mobile and I will never trust your company because of the many lies that was told to me. You can type reports to fit what you claim to tell me but in the end you shook me down to get a lousy $100 away from me who is on a fixed income.

I am a long term customer of T-Mobile, over 15 years... I use a cellphone only occasionally, so I chose the prepaid plan, paying $100 for 1000 minutes... not a great rate by any means, but OK for me. I had a balance of $120 (1200 minutes) when I failed to purchase more minutes within 12 months... I planned to, but had a serious illness in the family, followed by a death... so it lapsed. T-Mobile erased all $120 of my balance. I called, hoping that my explanation, and offer to fax a death cert for verification, would lead to them giving me back my minutes... the first rep refused, was very snotty as well as hard to understand (Filipino, of course), but eventually agreed to give me 50% of my balance back. A day or two later, I found he had lied... no balance was returned. I called again... 2nd rep hardly knew English, so I asked for her supervisor. The Supervisor informed me that now my long-term T-mobile phone number had been cancelled and given to someone else... she was also very snotty... she agreed to give me a new phone number... I asked for one easy to remember, she ignored that request... gave me a random#... but promised to put back 50% of the original $120 balance. Next day I found that the supervisor was also a LIAR. No balance returned. Called and spoke to the 3rd rep... this one FINALLY actually restored 50% of my balance... but after questioning her (she did not volunteer this info)... my balance would be erased again in June, only a couple of weeks later! So I had to quickly buy more minutes to prevent again losing all of my balance... again.

What appalling treatment of a long time customer! As soon as I run out of minutes, you can bet I will never deal with the greedy, rude, incompetent, LYING dirtbags of T-Mobile ever again!!!