Contact T-Mobile Corporate

I terminated my service by phone in June. My husband terminated his in July 2022. When I canceled I asked to keep my number, they said I had to go to the nearest store. I informed them that I had just had 2 major surgeries and a stroke and was unable to travel the hour trip to the nearest store and told them to cancel the service and I would get a new number. Fast forward to November 2022 I get a letter from a collection agency saying I owed tmobile $115.00, that they had cancelled the service due to non payment. From July to November I received NO bill no correspondence at all from tmobile, even though they had my address and our emails. Bogus charges!

Last night, 11/30/22, WIFI went out at 5 pm and didn't come back until early 12/1. Ran Speed Test every 15 minutes for 4 hours 0 MPBS!
Nothing but problems since October 14th have spoken to their "Experts" OVER 50 TIMES.
Promises but little to know improvement.
Four times "tickets" sent to Engineers with pro ise would call with report - NEVER HAVE.

I called tmobile to inquire about what they offered with my lifeline/acp benefit. They offered a reduced price phone and service. GREAT! Since then,I donated my old cdma device to a battered womens shelter and I've spent WELL over 40 hours on the phone, email and text with them trying to get the service turned on, turned back on, and battling bills of HUNDREDS... then, upon contacting their corporate office, I am informed that they do not have lifeline or acp service anywhere in my state! Not enough room here to mention all of the instances of debuchery... like the supervisor who told me to "chill"... reprehensible

I was getting set to pay my bill. The website came up and there was a box that told me I could manage the settings for whether my information could be sold to advertisers. Great I thought. When I said yes it said I would have to sign in. OK I was going to anyway. When I did sign in, it did not take me that page. I had to search. When I got there at then end of the paragraph it said I had to log in. 4 log ins later, 2 robot bots, each asking me to log in and presenting me with alternatives that had nothing to do with my question, I got a "person". No additional help. She? kept asking me unrelated questions while reassuring me she was real. All I wanted was for me to be able to click a button that said don't sell my information. That is what was advertised on the front page. She asked me many things. I kept with my question. She asked me if I was getting scammed. That was not my question. She advised me to download the t mobile scam stopper link, that was not my question. I am afraid that after some time, I did get a little rude - always staying on the right side of the line then she finally gave me a link. This was a long and frustrating time with a t mobile real person chat assistant. Makes me feel like changing my service.

This company is ridiculous. I received 2 phones via UPS that I never ordered nor do I have a T mobile account on 10/11/22. I immediately contacted T mobile to let them know. Jake said he set up the account fraud referral and gave me a reference number. I have called this company 4 times with no resolution. I receive a bill in the mail and a letter wanting to verify my ssn and get a copy of my DL # (not happening). Called again today once again and was told that I needed to send in a copy of a policy report. I wasn't told anything like this before. Every single time I call I get zero help, a sup or manager is NEVER available to speak with me.
This company makes me feel like the fraudulent person verses the victim of identity theft. It's ridiculous that I have been dealing with this for almost a month with zero resolution. I called the credit card that was compromised the same day I report the fraud to T mobile and my cc immediately helped me, sent me a letter letting me know what they've done for me and issued my new card which I already have.
what have I received from T mobile? NOTHING but a bill and a HUGE HEADACHE! AND TO MAKE IT WORSE, I CALLED THE CORPORATE # AND THEY TRANSFERRED ME BACK TO THE SERVICE DEPARTMENT WHICH DIES NOTHING!!!!

I WANT RESOLUTION TO THIS, I NEED A MANAGER TO CALL ME WITH RESOLUTION!!!!!!

I went to the t-mobile Culver City store on Sepulveda on 10/15/2022 just to get a SIM card entered into my tablet that t-mobile sent me. Entering the store was a mistake. Instantly the young man Freddie , which he said he was the manager there. Starting telling me about a tracker I told him more than 4 times I was not interested in a tracker.,Then he goes on to started trying to push a tablet on me after he continuously kept asking I decided to get the tablet., He began to tell me that I have to put $90.00 dollars down I told him that I didn’t have the $90.00 to put down. So he began to ask me how much can you put down I said $50.00 dollars he said OK.? I gave him the money for the tablet. And after he took the take to the back and told that I can’t get the tablet until I pay the rest of the money and gave me only a tracker which I told him I did not want. He had a smile on his face when he walked away with the tablet. I felt so defeated and taken average of. Because he lie to me and took my money with no product. I left the store disappointed and they didn’t care. I called customer service right away and expressed how I was treated and taken avantage of. Customer service told me that they were going to send me a box to mail it back. It is now October 27,2022 still never received it. The manager Freddy on 10/26/2022 because I called customer service and complained about him and his unprofessional approach. I went to the store on 10/26/2022 after I received a call from Freddy to come and get my refund. Got down there to ret retrieve my refund only to be disappointed again by Freddy. He came up with saying he can only give me $6.00 dollars back . Because he’s charging me a service fee charge. I don’t know why I would be getting charged a service fee when I never took the tablet. When I called t-mobile the young lady I spoke to said that it was active when I never received. That particular store is represent a bad name for t-mobile by cheating the customers. I am very disappointed.

Spoke with Dan at the Festival location and was told that they could not close out the account. I had the equipment and was told by customer service to come into the corporate location because they could not verify my account because they did not have my correct email address.

I asked to speak with the store manager, Mark. The first question that Mark asked me was did I have the charger.

Now, I'm not going to say that I received disparate treatment based on race but I will say that your team needs to be retained in the proper way to close out accounts and to work with customers.

Poor leadership is reflected downward to your staff. My old manager used to tell me, if you can't fire people up to do the right thing then you need to fire them.

I went to T Mobile to get a new phone. I bought a phone and here is a breakdown of what happened.
!. Despite calling Consumer Cellular be the T Mobile employee, my old number was NEVER ported over.
2. I was NOT told if the screen plastic saver was put on the phone I COULD not return it. Given the option, I would have done it myself to be able to return if need be
3. I was NOT told if the case was put on the phone , again by the T Mobile employee, I could not return it. AGAIN taking this decision out of my hand.
4 When I got home and found my phone, I was reassured via text (for which I have proof) stating I absolutely could return the phone.
5 When I went back to T Mobile, the manager argued with me that I could not return the screen protector and case because they were taken out of the package (NOT by me, but the store employee) . When I explained this choice was taken out of my hands and I would not have chosen for her to put it on there if I could not return, the manager refused to process my return and told me to leave the store.
6 . I IMMEDIATELY called customer service and was told to take it to a corporate store and there would be NO problem returning.
7. I took it to the corporate store where I was told to by T Mobile customer service, it was a regularly store in the outlet mall. I was specifically told by customer serve that it was a CORPORATE store. I have the address written down to prove.
I can provide the text messages and the address to prove my case. I have never been treated so poorly by store employees before especially after being REASSURED IN TEXT, I could return the merchandise. I will keep contacting anyone who will listen until ALL my money is returned. Now I have to go to South Dekalb mall to try again. This is a total lack of communication and terrible customer service. I demand a response to this.
Stephanie R. Diamond

Absolutely Disgusting Company. Originally opened account, asked, re asked and then confirmed that I would have service in my area. Payed overnight shipping. 2 new phones, 2 cell phone brought over. The 2 that were being switched over Never worked, Ever. Then the 2 new phone had No service! Could only communicate with T-Mobile. After 3 days of troubleshooting, I said this isn't working and started the return. Was told I had to wait for the return to process to figure out if I owed anything for 3 days of no service. Was told that when return processed it would automatically close account. Next month for a bill in mail for over 300.00$. called and explained what happened. Was told I had to wait until the final bill to have it waived. Was told to call in 2 months after final billing. Next month received a debt collectors bill. Called t mobile again and was told they could no longer help me and I had to deal with collections agency. Filed a dispute. Never heard anything. But kept sending bill for debt collecting . Had to pay account was opened in my mother's name and she was not happy. Terrible, Lying, Disgusting Company! I have screenshot of everything. All the ordering talking to agents and such as well as return forms orders , etc.

Hello, I am in desperate need of help please. Everytime I talk to a different representative, I get different answers. There was a death in my family, as my daughter passed. I don’t get paid until the end of the month so I cannot make payments until my pay. Which I always make payments when I get paid. I’ve really been struggling. I spoke to a supervisor last night & he assured me that he would watch my account personally & if it got interrupted he would make sure it is restored to give me leeway to pay my bill. Well my phones are suspended & I cannot speak to anyone, no one will help me at all. I have my daughters funeral & I am desperate to get help. PLEASE someone help me PLEASE. Attached you will see the conversation from the supervisor. PLEASE HELP ME.

After 6 calls, and most were mis-directed, only one representative was able to help me. Since then I keep receiving unsolicited messages. I am the President of an international non- profit organization. My phone and computer do not need your messages. I have reported T/Mobile to local regulators as receiving harassing calls from you.

I need a manger in the corporate office to give me a call

Ordered on 9/18/2022 online and saw the phone charges were more then what was shown on the initial screens immediately on 9/19/2022 but Tmobile would not cancel the order. In fact she just hang up on me when the 2nd time I called.

The service a t-mobile located at 8001 Villa La Jolla Dr. STE 8879 La Jolla, CA 92037 is my worst experience of my life! Both my wife and I switched our service over from Verizon 10 monthe ago and are just now getting our billing straightened out. The promotion that was given to us at the time of the purchase of our new I-phone 13 was a third phone for free and just taken away from us and canced with the store telling us that they made a mistake. That is the total issue that I have with this store, everything about it is a mistake! It isn't a corperate store and I only found that our by going to another store in Clailremont and getting much better service.
Michael Stafford

Past 6 months facing several problems like signal internet and voice. Many time brought this t mobile but no action. Problem is going on . In security duties the mobile has an important role. Please resolve the issue. We r paying bill on time last many years. I talk to 611 on phone many times
ZAHOOR kiani

They drafted funds out of my account before the due date. Spoke to different representatives and they all tell me different things the training it not correct they need to be retrained.

We signed up for T-Mobile internet. After 2 days we could not get a signal so we cancelled our service within the 15 days and sent our modem/router back. 2 days after cancelling we had $50 billed to our credit card. We would like it returned to our card. We keep getting people we can’t understand and not sure if our problem is being taken care of properly.

I purchased T-Mobile prepaid on Aug 5, 2022. The price include the SIM card and one month service. I asked to transfer my existing phone number from Boost Mobile. The employee at the T Moile store (205 North Maple Rd, Ann Arbor, Michigan) activated the phone for me. I made a phone call and it worked, the internet did not work at the time and the employee told me just wait an hour or two and should work. This is my back up phone and only on Aug 10th I found the phone activation was not successful (due to not able to port over the existing number because I cancelled Boost service before I activate with T-Mobile).

I called customer service multiple times and was given different information, some suggest to wait while other told me need to get a new SIM card. I went to the store twice and was not very helpful. In the end, I purchased a whole new SIM and paid another monthly service fee. I don't think this is fair. If the number can not be port over, T mobile should just assign me a new number, not asking me to pay for a new number. Even if I must buy another SIM card, they should still try to port my paid service to this new SIM card instead of just waste the previous paid month (totally unused). Worst is I wasted many hours from the conflicting information I received from various T mobile service representatives.

I hope this can forward to T-Mobile management for action.

Thank you

I had to call the customer service number for a billing issue. While I was on the phone, the representative said since I had been a loyal customer since 2013, they were offering me a free Samsung S22. All I had to do was pay the shipping and taxes right then and return my old phone which was in perfect working condition. I returned my phone in the package they provided. Three months later I am being billed for the phone. I got on the customer chat (which is horrible it kept disconnecting me and I would have to explain over and over again what my issue was). They then proceed to tell me that my phone was damage and I am now stuck in a 2 year contract with them paying $34 dollars a month. I then asked for a picture of the device being damaged and was told they couldn't send me a picture. I told the CSR I couldn't afford the $34 a month and that is the only reason I went with the free device because my old phone was working fine. CSR then says "Let me connect you to our Order support team who might be able to help you with the issue of the credit of the device. It may take sometime, Meanwhile, Please stay connected to the chat." I have now been trying to get this resolved for over 2 hours. I am sure I am not the only person that they trap in to a 2 year contract with this process. As soon as I get my income tax next year, I am paying off the phone and leaving this horrible company. Being loyal to a company for years, always paying on time and this is how I get treated. Sad that a multi billion dollar corporation treats the common person this way.

I'm a sprint customer forced now to be a T-Mobile, I currently work on a military base/Ft. Riley, KS where their very limited to no service with-in building. I literally have to go outside to make calls, text or facetime. I don't think its fair to have service I pay for monthly that can't be used. I'm not the only one experiencing these issues, all T-Mobile account. Solders & Civilians refer to T-Mobile as T-Maybe because of non-working service. If emergency was to happen I won't know of it until after work, total unacceptable. Rep at T-Mobile in Manhattan, KS & customer service solution was get a newer phone while addressing the issue of no Tower support for the area. Please assist with this issue.

This store upgraded an unauthorized user on my account. The dealer (1890976) got upset when we asked to have the phone returned. I called customer service and the rep said the phone shouldn’t have been upgraded. They never even contacted me and tried to say the phone upgrade could not be cancelled. I want to make sure this does not happen to someone else

Customer wait time was 20mi, caucasian lady comes in minutes after me and instead of the next in line tmobile rep helped her first after me standing and waiting 10min before she even arrived. My first time ever visiting Mueller location in Austin, can say they cater to that community. When I finally was helped it's like the agents patience was thin while waiting on me. Agent name was Jaime. To be honest I don't know what has happen to tmobile across the board, the customer service!

I have reported T-Mobile to BBB, Consumer Financial Protection Bureau, as well as States Attorney General Office. I have also began a dispute with Credit Karma and Transunion for the Fraudulent charge that T-Mobile has apparently sent me to collections for. My account was closed in November 2021. I demand information on this matter. I am willing to take this case to a court room to fix my credit because I had no knowledge of this "charge" which I DO NOT owe. I need someone from T-Mobile to give me information on this fraudulent charge since you failed to send me a bill for this and no notices were ever mailed to me for this. I left nothing owing when my account was closed. An account that I only had for a couple days! I had Sprint before switching on November 3rd 2021 and the representative at your T-Mobile store told me I was to pay Sprint off before switching which I did! Sprint was completely payed off and so was T-Mobile through autopay. I have proof of all payments so this is FRAUD! Someone better fix this now.

after 9 months of getting a variety of different answers of why you have chosen you send an account I never activated back and forth to collections I have begged somebody to fix this problem and every time Iam told the problem has either been resolved or a ticket has been placed to have someone call me back in 24 hours (this never happens) I give up! I am filling a complaint with the FCC and the BBB

This cpany for a long time offered the 4 lines for a hundred dollars at month 1, was well above the 100 dollar promise and 2 ally phone's broke And I'm way more gental than others!

Returned a phone have tracking # plus proof of delivery plus message guaranteed saying phones will not be turned off it is now month 3 still can’t find phone 1196 charge and my phones are turned off!!!

Hello. I have 13 pro max that was purchased from
Sprint T-Mobile. I lost the phone on the 16tg of June and reported it as lost. I pay for insurance so they sent me replacement phone from their insurance company assurant. I have spent the last 4 days for many hours on chats shxcohone calls that were escalated and I could not get my phone to work . I have contributed to call and they send me through their procedures but the phone will not disk and just says call ended . I went to T-Mobile store at Rosedale mall in Roseville mn and they tried for hours with tech support for T-Mobile and they could not rectify this . I am still without a phone . I paid 249 for the replacement and I’ve had no phone service since June 16 and the iPhone 13 pro max I’m paying for and have made several payments on won’t work . I asked assurant for replacement oft his phone. They said go to Apple. I went to Apple store in Roseville and they rested the phone and said the phone is fine. Not an Apple issue. They said it’s a cellular issue . So this cannot be fixed . Apple cannot replace as not a hardware issue so assurant T-Mobile needs to provide replacement . I need help getting replacement phone that works. I need to be refunded the 249 dollars unpaid for a phone that doesn’t work and for all the hassle for me and multiple Apple and T-Mobile store employees that tried to get it to work too with tech support . I have no phone so you’ll have to read him me at work phone 612-432-8136. I am requesting my lease be cancelled without penalty , refund of 249 and for no service since June 16 until you cancel my lease without penalty . Free and clear dome with T-Mobile . No more payments, no balance dnd I will send you the defective phone . The T-Mobile employee believes this was a refurbished phone that perhaps was stolen and then issued to me so it cannot be properly activated . I will be filing a complaint with minnesota attorney general and better business bureau too .

My name is Philip Threshie and my T Mobile Customer # is: 44838
I have 2 phone lines on this account, #’s:

I have not had the use of the 719 407-1543 account other than a couple of days, as the Galaxy phone that I purchased has had nothing but problems. I worked with your outlet store in Fountain, CO where I opened my account. The phone was demonstrated to be faulty at that store, and the manager there at that time was named Paul, and he did his best for me, authorizing that the phone needed to be replaced on warranty. After 2 solid weeks of waiting with no phone, I had to physically go into the store to demand a phone, they never once returned my calls to see when I could pick it up or even inform me of the status. I have been jacked around since that moment.
This next manager at that store decided to deny the warranty claim and tried to pass this off by replacing the SIM chip instead of following through with the phone warranty replacement. That manager has been nothing but lieing through her teeth to me, total evasiveness by that store manager, That being said, the ‘repaired’ phone on the 719 407-1543 account had virtually all of the same performance problems, specifically a faulty touch screen, as it had before. I immediately went to your outlet at 1629 S Nevada Ave, Colorado Springs, CO 80905 to turn in the phone again. To my dismay, I found the same inept and deceitful ‘manager’ at that store, and when she saw me come in she hid in her office, closed the door, never making any attempt to deal with my customer service needs. She would not give me her name, she is a tall latino woman and that is all I know about her. I turned in the continually faulty phone to them on 6/04/2022 and was told by ‘Esmeralda’, who worked with me to initiate yet another attempt to warranty the faulty phone again. In my presence, Esmeralda worked with me and she represented to me that the warrantied replacement Galaxy phone should be in to the store on ~ 6/08/2022, last week. Having heard nothing from them via my 920-2009 cell, I called and spoke to Esmeralda this afternoon at ~1:30. She could not tell me the status of my warranty phone, and seemed to not be able to access any information about it. She told me that she would call me right back with that info, and it is now 3 hours later and I HAVE NOTHING. AGAIN
How do you validate your employees engaging in unethical and potentially criminal activities like this? Treating paying customers like myself like this. It is now very clear to me that they are not intending to return a new and warranted phone to me and my next step tomorrow morning is to file theft charges with the CSPD.
I am a senior citizen and will turn 70 in April of next year. I have very serious physical disabilities, and have been hospitalized 7 times since spinal surgery on 02/26/2022, having been evaluated as ‘Gravely Disabled’ by responding EMTs in April 2022. It is physically damaging for me to go out of my recovery environment.
I have never experienced such poor & inept customer service in my life, I opened this account because of your superior coverage nationwide. I am a consulting Industrial Engineer and the 407-1543 number is my business line, and I have been losing business with my accounts because of your inability to provide me with a functioning service with which to conduct my business.
I want this phone, and to have this service restored to me TODAY. if you feel me.
I await not only your response to this CS claim, but immediate action, and I do mean immediate. It’s now well past closing and not one contact from your outlet at 1629 S Nevada Ave……
Philip Threshie
Customer # 44838

ON APRIL 22, 2022, BETWEEN 9:50 AND 10:00 AM, I VISITED T-MOBILE STORE IN AUSTIN, TEXAS, 2525 W ANDERSON LANE.
I WANTED TO PREPAY MY TELEPHONE ACCOUNT. I ASKED TO ADD $80.00 TO MY ACCOUNT. THE TOTAL CHARGE WAS $88.20.
SALES REP #:****272 SWIPED MY VISA DEBIT CARD TWICE!! THUS, MY BANK ACCOUNT HAD TWO WITHDRAWALS OF $88.20.
I REQUEST A REFUND OF $88.20.
IF I DO NOT RECEIVE THIS REFUND, THEN I SHALL NO LONGER BE A T-MOBILE CUSTOMER.
I HAVE BEEN A PATRON OF T-MOBILE FOR MORE THAN TEN YEARS.

I paid on 05/29/22 $10 for a Sim and a $40 day plan, my number 786 793 5944, pin 993323. I restarted the phone and left but when I got to my hotel realized the Sim was not actived. I called your customer service and was told not to use my phone and after two hours it will be actived. It is now 11:17pm 05/30/22 and my Sim is not actived. I would like my funds credited to my card since I leave tomorrow for my country

5 hours on hold in 1 day . Over a dozen calls and multiple chats. I still cannot get help. Hung up on by representatives and supervisors. Supervisor who says I’ll call back wait by your phone at 1am and but 3 am still no call.
I’m on day 2 call number 17 so far 2 chats 3 calls and over 2 hours on the phone

I do not have phone service as my LG device has been disabled & I don't have an alternate phone. I engaged in an online Chat with Team Mobile, however, I was advised, after 20 years of service with a good payment history & no active device installment plans the best Team Mobile will do is confirm that I can buy a new phone on an installment plan. No trade in offer & no commitment to restoring my phone service since they are shifting the responsibility to their "Partner" LB. I am flabbergasted, since it was suggested I call LG knowing full well that I don't have phone service. Never mind the quote on quote Partnership is between Team Mobile & LB. My only agreement was, & remains, with Team Mobile. I purchased my phone through Team Mobile, as well as numerous phones throughout the years of service. That stated I insist that Team Mobile is wholly responsible for my lack of service since they sold me the phone, & in fact, when I purchased my phone I could not purchase directly from a manufacturer as the phone(s) need to be compatible with Team Mobile's network. I need a trade in credit please so I can have my phone service restored & I need not be concerned with service Interruptions going forward.

I ordered an additional line over the phone and then changed my mind and called back within a week to return the phone , I provided the tracking number and was given case# 317721645 to document evidence of the call and told once the warehouse processes the return of the phone i would be refunded the deposit and sales tax of $171.00 paid for on my credit card. I called a week later and was told the disconnect was not processed correctly and the return label that i used to return the phone was for a delivery address for trade in credit instead of return new equipment and it would require more research and they would call back in 10 business days and no one called back , I called again and again explained the issue and the agent advised the line was still showing as active on the active asked for a supervisor to addidt

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!