Contact T-Mobile Corporate

Worst experience in quite some time. They extorted me and were incompetent. Also, the manager at the T-Mobile store on Bee ridge Road in Sarasota Florida should be fired. Rude, Nasty and other adjectives I could throw in there but I am trying to be a gentleman. Chronology of issues:
- I wanted to switch 2 lines from Verizon and go to the senior plan on T-Mobile. One of the Verizon phones still had to be paid off if I transferred lines
- T-Mobile says no issues. They would give me credits equal to the payoff amount for the Verizon phone.
- They unpack the new upgrade phone at T-Mobile and put on a shield protector that I wanted while the lines are "being transferred". 2 hours later they come back and tell me there's an issue. My Verizon phone is locked and they can't give me credits to payoff the phone. A workaround would be to maintain 2 separate lines with both carriers until the phone was unlocked after 60 days.
- I state that I don't want to do this because I know both carriers will charge me more for separate lines. I wanted a refund and stated I would come back after the Verizon waiting period was over and their phone was unlocked so the transfer would happen seamlessly
- The T-Mobile manager(Rachel Waters) steps in. Let me say this woman is nasty and rude and should be fired asap if they want to generate revenue at that store. She charges me a restocking fee for $70 as well as $45 for a protective shield on the new phone they were going to sell me. This was their mishap/fault/issue and not mine.
- I state politely, that they should not charge me anything because they didn't check whether the lines could be transferred from Verizon without issues. They told me explicitly when I walked in that they could transfer the lines without issue. They charged my card for tax on the new phone, the case, the protective shield screen before they found the issue.

Bottom line..............T-Mobile loses a customer and will lose many more. Especially at this store. What should have been a simple process has been a nightmare. I also don't go away. The better business bureau has a complaint from me; T-Mobile "Office of the President" will be hearing from me. Every social media complaint forum will have something on this issue from me. This is a matter of principle and i will go to war!!

my moto g phone locked up and when i called the company they said to go to t-mobile in madera ca. along with my id to show i was a customer as they would reset a new password as mine was in with my phone numbers that i didnt have access to. They closed at ten so i got there around 9 with my grand daughter. they said there was nothing they could do. so here i sit at home for the last three days with no phone thats working. i use my grandaughters phone when she stops by to see if i need anything. Withot a pin number to unlock my phone i cant access anything on my phone.. I have copd and theres no family i can get ahold of and no way to get an ambulance to come and take me to a hospital when my breathing goes bad. Im on oxygen 24-7 to be able to breathe . and the closer i get through the stages of copd the more im dying. Anyway haveing my phone and the internet keeps me calm and i can regulate a bit better. Anyways when i called for help with my phone to unlock it with a password and to go in didnt work. im not real thrilled with the service i was told i could get to fix my phone as i would be able to keep my phone numbers. i was looking as to why my phone locked up and i was reading that my phone was too full and needed to have things deleted. it may have been from all those downloads that were automatic with the phone. Anyways im not very happy with tmobile people to tell me to take it in to get what i needed to make it work. right now im using my grandauhters hotspot. im going to losing my drs phone numbers and already missed my drs appointments as i had them all listed in my phone calendar.. there was no way to call but i saw where to send a complaint. it would have be better if i was told to get rid of whatever it was that was making my phone to go into lockdown mode. Thanks for listening

customer with T mobile over 8 years want to unlock my fully paid iPhone and they didn't unlock I was calling them for weeks. please if you are reading this don't use or transfer to Tmobile customer service is worse. the are rude. they changed my plan too without explaining me the features that ill lose. now they want $30 each line to add the same features that I had free before.. stay away from Tmobile

I have been trying to get my SIM unlocked ever since the 9th of October. I was on the 10th I talked with someone in customer service. On the phone for about 2 hours did everything give everything that was asked, was told it would take 72 hours asked to speak with supervisor was hung up on . On Friday October 13th which was the 72 hours SIM still locked called talked with 2 people one of which was a supervisor. She tells me that there was an error. Don’t understand how when lady talked to assured me that on the 13th would be done. The supervisor also told me she found it and would take 48 hours. Called back Monday still SIM locked was asked was I told that department isn’t open on the weekends. I wasn’t so told would be another 72 hours. Still no SIM unlocked. I have been without my phone since the 5th of October. I work for myself been without my phone has cost me a lot of money.. I have ID number one the people who has given me the runaround. I can be reached at 205-503-7232. If I can’t get this problem fixed by end of day October 20th I will be going to my local news station and The Better Business Bureau. This is a very unprofessional behavior from a big corporation .

T-Mobile has a recording that says they care. But no, they do not care. I have not have a Sim card for two days now. And I e been calling and being on hold with T-Mobile for 3 hours at a time.

I have been a loyal customer 17+ years.
The customer service has gotten so bad this past year. I have been lied to by customer service. Then the floor manager did absolutely nothig except tell me I needed to change plans in order to get what other service agent told me I qualitied for. I added 3rd line because of what agent said but when I got my bill I had charges I never agreed too!
I was lied too about service I was getting. Then they talked to me as if what I was saying was not true.
When I called to inquire about a third line agent told me I qualified for free line and a free cheaper phone. So I told her to set it up. I paid tax and she wavied overfee, phone case charge and activation fee.
My next bill came and I was charged for a service contract that I never asked for and for the 3rd line.
Everyone at 611 call said there was not such a program.
And they could not honor it.
I was deceivced by t-mibile rep and stuck with a bill I wasn't suppose to be charged for.
Now no one will be accountable at t- mobile.
VERY DISSAPPOINTED in t-mobile and the handling of my complaint.
Their attitude was oh well you have to pay sorry they misinformed you.
This is absultely unacceptable.
You don't lie to customers than say oh well!

My complaint is they're charging me for two lines I did not have I only have their internet and then suspends my account because I won't pay $300 and some odd dollars I'm a single mom I barely making ends meet to begin with and then was told by a rep that I wouldn't be charged for anything anymore and asked me to pay her $28 in the beginning of August and I would not be charged at all until my Internet bill in September that was a lie I was charged 20 some odd more dollars at the end of August and then they do my billing early and then charge me 70 some odd dollars and it should be 50 made me get an overdraft at my bank so it's double or what I usually pay I'm just so sick of these Liars this business sucks and I will be changing my internet

I wish I could give a 0 star. T-mobile phone insurance is a scam. My phone stopped working and they told me that they only change if it's physical damage. So, do I have to throw my phone to a wall to break it so they can help me? I pay for this insurance for over 3 years, never had to use but when I have to use, I have to pay to get it fix and only if it's stolen, loss, or physical damage?

I WAS ON THE PHONE FOR OVER 4 HOURS. Costumer service is the worst ever. RUN AWAY FROM THIS COMPANY.

I switched over from at&t to t-mobile. They promised they would pay off our previous bill and said they'd send us new Sims to plug in our phone. We ended up going in store with the Sim cards and grab bottom of the barrel cheap but affordable phones. My wife got better pricing so they continue getting phones switched. Home a few day with phones &internet box and now I have a bill for 2 Sim cards even though we canceled in store. What makes me the most unhappy is wr just reached the end of our first billing period and it wasn't 28-31 days no, we had a cycle with a full bill for 21 days. I started a new job I try to change my due date can't do it. Here I had a bill of $198 now $275. Shame on t-mobile we already regret the switch so much they can make so many offers or promises but never hold up always fall through.

Trying to get help with changing my phone and Kathy at the International Mall t-mobile store was very rude and had an attitude. I realize she wasn't selling anything but I believe customer service is part of her job. I have been with t-mobile for years and the attitude of some of the employees leaves a lot to be desired.

On or about Feb. 19, 2023, T-Mobile induced me to purchase a new phone and upgraded cell phone plan in exchange for a promised $500 prepaid gift card from T-Mobile. T-Mobile's representative informed me I was pre-qualified for the gift card on or about Feb. 19, 2023, and that I would simply need to pay in full and then upload my receipts online and T-Mobile would mail me the gift card within 2-4 weeks. I paid in full, uploaded the requested materials and received a confirm and tracking number from T-Mobile on or about Feb. 19, 2023. After 4 weeks passed and no gift card materialized, I contacted T-Mobile customer service and was assured the card was on its way. I called again in March of 2023 and was told that T-Mobile would "re-send" the card. Again, it never came. I contacted T-Mobile again in April and was again told the card would be "re-sent." Again, it failed to arrive. In June of 2023, the matter was escalated to a Joshua Halsell at T-Mobile who first agreed to "re-send" the card but then, when I again contacted him when no card showed up, said he had decided I was not qualified to receive it (despite T-Mobile having pre-qualified and confirmed multiple times that they would send me this gift card). Halsell then stated he would send the card "anyway." Halsell promised the gift card would arrive no later than July 10, 2023 - approximately 5 months after the original fraudulent inducements by T-Mobile. Unsurprisingly, no gift card ever showed up. I repeatedly requested Halsell place a $500 credit to my account or send the gift card by FedEx so it could be tracked. He refused to respond. This is misleading and deceptive advertising, intended to deceive and defraud the consumer.

Hello, I've come to make a quick complaint. Therefore, I essentially have no more than two bars in Collinsville, Virginia, wherever I go. This is bad since it prevents me from loading anything, letting anyone call, or taking a call in perfect working order. While I don't think any service is flawless, Sprint at least offered us three to four bars over here.

I have been with Tmobile for over 14 years. Usually no problems and the customer service had always been great. In recent months I started a job at a company near Downtown Tampa. This location near the Buccaneers Stadium. Since i moved to work at this location the service has been awful, no internet and calls have been dropping. I have called multiple mullite times, with moment the tell me we will call you back with no call back or the issue has been resolve keep using it and call back if any problem persist. This last interaction they told me that looking at the address provided the area had been modernized that I should not be having the problem any further, but the reason I called Tmobile at the moment was BECAUSE I was having the issue STILL, but NO impossible I was still having a problem he had just told me the towers were modernized. Sadly at this point I'm waiting to pay off what I have left on my devices and sadly ill say goodbye to Tmobile, I need my service working and at this time its not. I wont be calling back to try and solve this issue, its simply a waste of time since even managers have not provided call backs.

I wish I could give 0 stars. My phone suffered water damage and was not functional. I did not remember my pin and without a phone T-Mobile is not able to do much over the phone, because my phone is needed to verify my identity.

I was told to go into a T-Mobile store with my ID to reset my pin. That was incorrect. The pin could not be reset in the store, i could only gain access to my account while in the store. My frustration with customer service reaffirmed I needed to go to another carrier. The customer service representative was the opposite of helpful, they intentionally provide incorrect information for my transfer pin to move my number to another carrier.

After a lot of back and forth and several visits to the T-Mobile store the correct transfer pin was provided, exactly 1 digit off from what I was provided initially. I made it a point to make sure they checked my account and provided me a final bill, before I closed my account. With my account closed, I then get a bill for $0.83. The $0.83 bill forced me to pay as a guest and the minimum amount that can be paid is $5.00. So now T-Mobile has to cut me a check for $4.17 that will come weeks after paying the final bill.

During each interaction with customer service representatives I asked to speak with supervisors for the representatives that provided incorrect information. The representatives told me they do not have supervisors and there is no one to talk to about the call. This is not true. I am guessing the call center was not in the US, because all the representatives had heavy Indian accents. Weeks later I got in touch with a Richmond based call center and they have been very helpful, but had no way of interrogating the previous customer service representatives.

Hello
My name is Yoel Torres with Acc # 976826071.
In the month of May, I took a cruise through Alaska with my wife. On this cruise, I did not hire internet or telephone services, we only used our devices in the cities where we got off the cruise.
Now I see that your company has charged me $85.11 for Marine Services. I have spoken with representatives and they do not give me a clear explanation on the subject, that is why I have decided to send this complaint, where it can be answered.
If I use my phone, only in US cities, and I do not contract connection services on board the ship; Why are these charges being made against me? I have been informed that since I am near the coast the device uses satellite lines (that does not make sense) I live in Miami, so when I am in Miami Beach, do I run the risk of my device connecting to satellite as well?
I hope this charge gets fixed or I will keep escalating my complaint
Sincerely
Yoel Torres

Hostile aggressive behavior amongst T-mobile employees.

As a new T-mobile customer of less than 48 hours, attempts to onboard my new t-mobile I-phone , due to poor customer service, group think, and no active listening by you staff, it took 6 hours by myself and my son, working in tandem, to accomplish what should have taken minutes. I am so disappointed. I was promised my the sales rep this was doable in an efficient and effective manner. This was not the case. This was contrary to what I was assured.

I am hoping lessons learned will behove you and your customers going forward; we should be compensated for the pain and aggravation this caused. 6 hours of it.

I have been dealing with this issue since March 2023 the Supervisor Cayden reassured me that she fixed my monthly bill to $141.55 every month and every month I have to call in and get that corrected from $157.66 to $141.55 a $16.31 difference. It is very frustrating. I just called and spoke with an Alvin and he was not listening he was trying to do the breakdown and telling me no no your bill is $157.66 and it is not Cayden reassured me going forward my bill will be $141.55 it is very frustrating dealing with T-mobile it is now 4 month's later and today was very frustrating dealing with Alvin.

Sincerely,

Paula Lyman

Refusing to let me depute a collections so IM READY 4 SMALL CLAIMS COURT IN PHILADELPHIA to let me fight

I traded in my device last year and I never get the credit as they advertise. It is been six months, I had to call to Tmobile every month to get this promotion apply to my account. I spoke to their representative and even their supervisor and they just brush me off and stated they will get back to me and guess what most of them didn't call me back except one girl her name is "Carla". I am so frustrated with this fraud. They had my old iphone and i been fighting with them for my new phone credit adjustment. Can this carrier be trust?.... Can anyone at T-Mobil do their job right??? I need my promotion apply to my account.

I purchased a phone and added a line. I called 611 yesterday and they removed the line (no longer needed) but that also cancelled the monthly credit They told me I had to return phone to a store because that is where I purchased it. I was also told I was still within my 14 days I never received a receipt at the store. I spoke to a Denis yesterday nfrom 611. I would not have cancelled the line and removed my credit if I was not within the return time. He assured me I was. I went to the store today and was told it is past the 14 days and kept pointing at the return policy taped to the desk like I was an idiot. I have been with tmobile since 1999 with no issues until today. I will be finding a new carrier as soon as fI can.

I have not gotten decent service since The beginning of April. My calls drop I can't get data and my son is also having problems with service. I called customer service three times the first time I kept getting dropped calls so I'd have to call back. The lady there said she tried to fix the problem but you didn't know it was going on and she told me she would credit me $33 for the price of my payment for my phone for the month which never happened . Then I called again and talked to supposed supervisor and he said he would credit me $50 for the month which they did credit it but the added it to our bill didn't take it away. The bill ends up being close to $300 when I call and complain they did take the 50 off by the event but after I talked to the second guy the first time I talked to another supervisor who told me that I would be credited from the beginning of April for service because I'm not receiving service and I'm still not receiving service if I don't see the sense of paying a $240 phone bill when I'm not getting service it's awful I get maybe at the most one line it's a lot of money to pay for this I don't I'm not getting any help I'm the telephone with anybody I don't want to talk to anybody from overseas I want this taken care of please if somebody could call me at 218-330-0784 we might get lucky and I can talk to you otherwise my phone probably won't work. Oh and also the customer service people just can't blow it off and say well it's the new towers it's been going on for 6 months I said no I got service before it's been since April I haven't gotten service so blaming it on the towers is a poor excuse because I can walk over to my son's house which is kitty quarter 1 yd away from me and I can give service over there. If The call doesn't happen to go through you call my son that account is actually is name was Cody thank you

Customer service representatives have helped me alot… but here recently they have helped get a cheaper bill but they told me I could still keep my Netflix and I had to wait 48 hours to set it back up but come to find out today I don’t have Netflix on them after they told me I did… and the first person I talked too just never messaged me back now I know why they didn’t… I am really upset about that I don’t like getting the run around… I’m very tempted to change providers

Hello my name is Linda I have been with your company for some time now.. It seems every other day that u guys are cutting off my phone saying I two to three hundreds dollars even when I could have paid a bill for $300 u turn my phone off then say I owe five hundred dollars.. You once have turned my phone off . I’m not paying your company anymore money., I will look for another company to give my business to.I use to love T-Mobile now I’m over the way u have done me I’m a loyal customer I’m really disappointed in your service.

FOUR DIFFERENT PHONE CALLS TO TMOBILE CUSTOMERSERVICE SO I CAN GET AN EXTENSION ON MY PAST DUE BALANCE, I WAITED FOR 22 MINUTES AND NO ONE ANSWERED THE PHONE. EXACTLY WHAT KIND OF INCOMPETENT CUSTOMER SERVICE DOES TMOBILE HAVE. I HAVE BEEN A TMOBILE CUSTOMER FOR AT LEAST BTEN YEARS, I AM CONSIDERING PAYING OFF MY ENTIRE BALANCE AND CLOSING MY TMOBILE ACCOUNT AND GO TO VERIZON. THIS IS SO UNPROFFESIONAL AND QUITE FRANKLY I AM FED UP WITH YOUR LOUSY CUSTOMER SERVICE. MY SIX DIGIT NUMBER IS 073048 AND MY CELL IS 8186695291 AND MY ADDRESS IS 334 WEST DORAN STREET GLENDALE CA 91203. PLEASE EMAIL ME WITH AN IMMEDIATE RESPONSE TO MY PROBLEMS WITH CUSTOMER SERVICE. I AM A VERY ANGRY TMOBIL CUSTOMER RIGHT NOW

I had nothing but issues from the time i started my service so I was given an insider 20% off discount for the life of the plan. I was told that I could have first responder plan even though my husband was not on the plan. Not only was i given that incorrect information, I can’t use the insider code because 1. It can’t be combined with 1st responder & 2. The account was already set up when given the code. I’ve had lies from day 1 and I want it rectified! At minimum, I want the 20% off that I was promised!

I was a business customer. When I had the service, it was abysmal and poor, constantly interrupting business continuity. I switched my mobile service to a different carrier and when I called to cancel, only my internet was cancelled. Tmobile continues to charge me and supervisors refuse to escalate my issue. Worst company EVER!!!!

Hello, on Saturday 3/6/23, o went with my husband to trade in our phones (already paid off) and obtain the new 14 models. I ended up trading in 3 phones and my husband who wanted the 14 pro max was told it was not Available in the store. As a result the representative named Ciara , said she placed an order for the 14 pro max 512 mb and we agreed it would be delivered to store 2770. I have been lied to from the beginning. I was not aware I have now 4 additional lines and don’t know the phone numbers, and was told there is an additional $60 charge for the lines. Today I was on the phone with T-Mobile for hours and am very upset disappointed. I was told by tmobile that he joke was attempted to be delivered Sunday to store 2770 and that because ups didn’t know where to deliver it they returned it back to sender. I was told the representative Ciara did not indicate in the order form to have the phone delivered to the tmobile store 2770. I was charged over $400 for this phone that I don’t have yet I have to trade in my iPhone 12 Pro for it. I want to cancel since it’s not even a week I have the phones. I want my original phones back so that I can return the 3 iPhone 14 I received in exchange. Please help me with this as I want to go to Verizon and am getting a better deal with less of a headache. Thank you for the last few years of loyalty I have been as a customer for tmobile to treat me this way.

I received a Schok Volt SV55 with cellular service from Assurance Wireless. I had problems with the phone from the beginning. I tried calling customer service and the automated system kept hanging up on me. I stopped at two Assurance Wireless booths and was told I had to call the 888 #. I reset my phone to see if I could get it working properly. I just called the company and spoke to a female who spelled her name as Zldin. I told her about the reset and asked her to unlock the phone. After running me around for over 40 minutes, she said service in Orange County, California was down right now and she didn't know when service would be back up and running. She refused to give me corporate's number and wouldn't let me speak to a supervisor. There is an Assurance Wireless booth half a block away from me, but they told me they would shut down at 3:00 pm. I guess they handed out mobile phones all day with no service. Now I am on hold with T-Mobile.

I have been battling Tmobile since my sign up, as noted in our emails below. Lied to upon sign up, SIM card mailed to wrong address because your person put in wrong, I go into an office that tells me they can’t help because they don’t get paid for that, work perks discounts never applied nor my free installs credited… I could continue more.

Now I am interrupted with service and offering up credit card payment plan for a few days from now (even though part of that money is owed to me in credit ) and I am transferred 3 times - twice blindly. (One gentlemen In the Work perks department really tried and was kind) the others could not critically think through this issue and did not offer options to work out all these complex issues. (My payment, their credits, fulfilling sign up promotions etc..) the last person I just spoke with was a supervisor named Baya who I surmised is overseas and again not able to hear me about the issues overall and simply quoted policy etc.

I want to own my part and give a credit card number for the amount owed to be paid, but am simply asking for Tmobile to honor their errors with part of that amount owed needing To be credited. I am asking for an exception to the policy and the 4 people I spoke with, including a leader, could not fathom that idea.

I am in the Seattle area in Tmobiles backyard. I work for the technology company that provides tmobile ALL of their hardware at your retail and corporate locations- I root for your company !!!
But it’s getting increasingly hard with issues at almost every turn .

I cannot call you , as my line is dx. I have entered my payment and credit card info into the system PLEASE assist and get my services restored and advise me how to work the rest of my billing issues after that happens.

My fiancé and I went there to look and get a phone. Everything was set butt our debit card was missing. We waited a month to go again there but this time everything went bad from he start. The manager there the first one we were there Gavin the manager he activated my fiancé account without permission so we had a bill that we didn’t even know about. Which screwed everything up when we went month later. We lost the phone plan and benefits we agreed to, that day second one we were there kyler an employee took my number off my phone onto the phone that he was trying to get my fiancé to.get, then he took everything off my phone service plan I have with cricket, my hot spot, mins, everything was gone. We not only didn’t get the phone we wanted there but Kyler gave me my phone back with no service or a way to work. He couldn’t fix his and the manager mistakes and gave up. He refused to do anything else for us. I have never in my life been tested so badly like I gave by them two. To take off service the only working phone wr had and take it off and not fix it. He didn’t even ask for permission to scan my card or activate my fiancé’s account that they had on him. I know which is very much illegal. Is that how you train your employers and employees to rip off customers and screw then over to where tgey don’t have any working phone to use. They didn't apologize or help me with a working phone in case I had a.emergency. Unreal and the worst service I have ever seen in my life!

It was the Tmoble in rapid city South Dakota on Omaha street. We were there on May 3, 2023

Lip service to fixing internet issue. They have a congestion problem they are doing NOTHING about.

Instead of wasting ten minutes of my life with useless customer service that wastes time before going to tech support, next time just tell me to reset my network settings on my phone. Two seconds and my issues are fixed.

Ongeveer 1,5 jaar geleden heb ik een contract getekend voor T-mobile 4g en Tablet Go. contracten zijn voor 2 jaar. Ik vroeg de verkoper naar hun annuleringsbeleid voordat ik de contracten ondertekende. De verkoper vertelde me dat je alleen het resterende geld van de apparaten en de annuleringskosten betaalt. Omdat ik niet tevreden was met de toestellen, wilde ik ze na 14 maanden opzeggen. Hiervoor heb ik de Klantenservice gebeld. Nogmaals, voordat ik annuleerde, vroeg ik hoeveel extra geld ik zou betalen. Hij zei dat je ongeveer 150 euro betaalt voor twee accounts. maar toen ik een maand later de facturen bekeek, zag ik dat er maar één account was opgezegd en dat ik voor de andere account zo'n 170 euro extra moest betalen. Er zijn mij 2 verschillende facturen toegestuurd vanwege de verkeerde informatie die mij door de verkoper en de klantenservice is gegeven. Ik vertelde deze fout aan de winkel waar ik de producten kocht. maar niemand daar nam de verantwoordelijkheid en zei dat ik ze moest betalen. Toen belde ik 3 keer op dezelfde dag. De eerste 2 klantvertegenwoordigers zeiden dat ik moest wachten en de telefoonlijn werd uitgeschakeld terwijl ik aan het wachten was. Ik hoorde de naam van de vertegenwoordiger bij het laatste gesprek en terwijl ik weer aan het wachten was, hing de lijn deze keer niet op. Het duurde een vol uur zoeken. en ze hebben mijn probleem nog steeds niet opgelost. Ik heb alle gesprekken opgenomen. als ze deze week niet proberen het probleem op te lossen. Ik los dit op via een advocaat. Nu heb ik bewijs.

WORST COMPANY AND WORST CUSTOMER SEVICE. INSURANCE THING IS JUT BULSHIT. REPLACEMENT PROCESS IS BULSHIT AS WELL.

Me and my whiff hooky up a free phon which cost 200 dollars and had probums so I got riot off for 200dolars and gave me a ronurond after that robs me and then had me call the 180nuomber and then send my super hast to omit the I aid will the supervisor be in Monday she see no

Why when I asked if you give deals if I have home wifi and add two phones? I already have TMobile internet and wanting to go with your phone service to

To whom it concerns I purchased a T-Mobile top up card refill card to pay my March bill of $47.83 when I scratched the back of the card to reveal the pin number it would not accept it after numerous hours on the phone with customer service I was told that I bought the wrong card for my account I don't know what my pin number is they never gave me one I've only been a customer for a month and I went to pay with this card and they're telling me it's not going to work and I paid $50 for this card which would have covered my March bill of $47.85 so I have the receipts and Walgreens cannot help me and T-Mobile has been nothing but rude on the phone and I've spent two days in numerous hours trying to get this resolved to where I ain't out $50 just like that please help me I can't afford just to throw $50 away thank you I've attached the photo of the card front and back if that'll help anything and again customer service is very rude as far as being hung up on and telling me it's not their problem that they can't do nothing about it I hope and appreciate any kind of help that you'd be able to give me I'm on a fixed income and I can't afford just to lose $50 thank you

ZERO STARS!

Hello, please send this to highest management available with T-Mobile. Excuse me according to T-Mobile their pre-paid account highest management, VP, CFO, CEO whoever. I have been lied to several times by T-Mobile I have record conversations in regards to am account.
I have images confirmations that my account was cancelled and that I should expect a refund within 2 weeks, 2 weeks turn into 30day and 30 days is now 4 MONTHS and counting!!!! ABSOLUTE WORST CUSTOMER SERVICE EVER! I BEEN GETTING THE RUNAROUND FOR 4 MONTHS AND MY ISSUE STILL HAS NOT BEEN RESOLVED. HOW CAN A BILLION DOLLAR COMPANY FAIL AT PROVIDING SERVICE AND IF THAT EVEN LYING TO THE CUSTOMER. HAVE THEM CALL ME, JUST WANT MY MONEY BACK!!!!

We had Home Hot Spot from T-mobile; however, it was cancelled in January 2023 through customer service - it was in my son-in-law’s name. However, the automatic monthly charge was on my credit card. I have been changed the last three months for a Hot Spot we cancelled. In fact this month it went up $13.00 for a service we no longer have. My son-in-law called again it it was like talking to a tree! He repeated himself several times and got nowhere. I want this automatic charge taken off my credit card. Who wants to pay for something they don’t receive?
Thank you

After cancelling all of my services they wouldn't deal with my account because i didn't have the 6 digit pin i created 15 years ago. My personal information including SS# was insufficient. Couldn't get any of the bills right so I cancelled all 2/3 of my lines last month. Had to get a transfer code to go to another carrier. Paid my bill. New bill comes and guess what? That's right billed for all 3 lines again. Just cancelled my last line. Customer service was absolutely a joke.

Respected Sir,

I am using T-Mobile services for last 6 years approx. I was part of existing plan and then in September I purchased a new magenta MAX plan. On plan T-Mobile was offering free z-flip for free on new line, which I purchased on my account. Later, I was charged on my account for z-flip and when I reached store they said it takes 1-2 billing cycles to get it reflected. During November to February I was out of country I kept paying as I was enrolled in auto pay.

However now when I Reached store in February to rectify that I am being charged for the phone then they say phone was bought next day of the offer and we can’t do much, but sales man said to buy phone and he will be able to honor the deal for me as I am going for new connection and new plan. Store said me to reach out customer care and they are not doing much as it is commitment done by the store. I am stuck in between with nobody trying to figure out the solution.

Even I tried to reach store again and asked them to share disctrict manager number or email so that I can project my case to hun/her, the store deputy manager took my details around 2 weeks ago and since then I haven’t heard back from anyone at T-Mobile. I am being forced to pay $41 despite phone being free on my account.

Here are store details
T-Mobile at thrashers corner, Bothell wa 98012
My # 425-492-4249

Any intervention down by T-Mobile in regard to this is highly appreciated.

Regards,
Raman

I have been a customer with Sprint for 13+ years, complete satisfaction until the transition to T-Mobile took place. I'd give a negative star if possible.
I was completely lied to and given incorrect information to get me to "upgrade" a phone and "transition" over to T-Mobile.
I was told it was simply a lease turn in & nothing on my bill would change....INCLUDING my monthly bill.
In fact, I literally stood there & went through line item by line item, section by section w/ Jordan W on Niagara Falls Blvd. to confirm my bill would NOT INCREASE and was assured that my monthly bill would in fact possibly be less than what I was paying @ the time.
Well, T-Mobile ...of course that wasn't the case. As soon as I received my 1st bill, there was a significant increase. And how convenient, the time frame was now outside of me being able to return the phones. Left with absolutely NO RECOURSE...
But, CONGRATS JORDAN....you still got your commission though didn't you ??
I have tried tirelessly since November of 2022 to get a resolution. Obviously have gotten no where as I cant prove what was "promised" against what I received....... REALLY????? Is there Video in store ??? I can GUARANTEE you will see me there repeatedly reviewing my Account online with Jordan... but hey... that means nothing, unless of course Jordan were to indicate on my Account that she said what she needed to & promised what she had to in order to make the sale.... I can assure you, I would have NEVER made the change had the TERMS not have been what I was looking for. There was nothing wrong with my phone or service I had with Sprint, including my monthly bill.
So, BRAVO T-MOBILE... Way to make a great impression on a long time loyal customer.
I will go out of my way to let everyone know the type of business TMOBILE portrays themselves to be, opposed to what they in fact deliver on.

Today 02/26/2023 I visited the T-mobile store located at 13133 US-301, Riverview, FL 33578 with my wife to buy and exchange service from Spectrum to TMobile the people working there or are not trained in Customer Service or just put it simply don't have time for customers. It was around 5 people waiting for service been my wife and I the first in line and where everyone else was waiting for the customer support team was just talking and chatting with each other, some of them finished with other customers and instead called the person in line they were just taking the sweet time chatting with each other, where everyone else was just waiting for service at the end we left without been services
The WORSE CUSTOMER SERVICE I HAVE EXPERIENCE IN A LONG TIME.......

After a few months talking over with the billing department and couple supervisors who said they are and were talking my issue but until now the problem is not resolve it and turned out today, the new supervisor told me that she can't help since my return period is over 3 months but it's not 3 months yet.

1. I was Metro-PCS customer and I am looking for new devices with 5G for mom, brother and myself. I see the promotion on TMobile website for FREE phones and flyer for Essential 55+ plan $27.50/line. I talked to the different sales online for a week and finally sign up the contract on November 22.

2. I asked if I can talk to the previous sale named Cory in Colorado. The new sale said, she can’t reach out to him but willing to give him credit if I agree to sign up the contract with her.

3. After choose the phones and asked she can give me the chrome today if I want it. I asked is it FREE, she said yes it’s FREE. I said if it’s FREE ok.

4. She asked me to pay for $224.00 on that day (11/22/2021), I asked why $224.00 when all the devices are monthly $0 and today $0. Is there a hidden fee here? She said I needed to pay upfront and TMobile will credit back. I asked how much is my monthly and she said “$80/mo”. I said wow… thank you a few dollar cheaper. I paid $224.00

5. A few days, I received the 2 boxes from TMobile with 4 sims. I called why extra sims during the activation day.. TMobile said it’s hotpot. I said I don’t need the hotpot since I am not allow to bring any devices inside the Gov’t facility and at home I do have home internet from Verizon.

6. In December 14 or 16, I received the 1st payment notice for $198 something, I called billing department and asked why I was being charge too much when my $224 is not credit back to my account, the analyst, credited me $80 something and asked me to pay $95. I was not happy and asked to talk to the supervisor and he was from Philippine. He said just pay $95 and he will call me back after the Xmas day to clear everything out. I told him 1. I don’t need the hotpot and/or chrome, since the sale said they are FREE that’s why I said yes send to me, I am happy to mail it back since I don’t need those and I am not activate the hotspot sims and/or using the chrome. They are still in the box, just send me the label, and I am going to mail them back. I will be out of town on Dec 24 ~31. I didn’t hear him call back as he said.

7. At the beginning of Jan 10, again, I was being charge and called the billing again, Marrian said she is going to credit me $75 and I am still need to pay for $100 something. I told her that’s not right because my premium is $80/mo. After fighting back and forth, I asked to speak to the supervisor and John answered. He said he will taking care of this issue and I don’t need to called back because I told him I was sick to deal with the issue when my $224 is not credit back to me but asking me pay more and more. Also, please send me the label to mail the stupid chrome and hotspot sim back. He said “I will call you in the next day or two”. No, he didn’t called at all

8. After a week, I reached back to the Tmobil and asked for the status; Mary said he will check with John and called me back. She did call me back the next day when I was at the Walmart. She said she has talked to John and everything is cleared, my devices are not terminated don’t worry.

9. In Jan 26, I was charged for $200 something and again, I reached out to billing department and talked to Jan. She said she is going to credit me $75. I need to pay $81. I asked why $1 extra but that’s ok. So tell me what is my monthly now? She said I need to pay $162.50 in Feb and the March billing will be $81. I still not buy it and asked why. She said because the promotion is not corrected and she just adjusts the new plan. Huh???? Please let me talk to the supervisor and Gabriel answer.

10. I told him again please send me the label to mail the chrome back because I am not using it and/or need it. He said don’t worry, just keep it. I said I don’t need it. TMobile can get it back. He told me that he will call me back on the next day after speak to John and others.

11. He called back on Jan 27 at 14:10pm and after talking to him to clear everything out. He said he just corrected the new plan. HUH???? Why so many plans? But please send me the return label so I can mail it back to Mobile. He said don’t worry and talked for 3 hours he informed me that the plan is corrected now and my payment is $85.00/mo. HUH??? Why keep increased? That’s ok only $4 more but please let me know if the problem is not resolved to day, so I can go back to MetroPCS and look for another carrier. He said don’t worry I won’t need to look for another carrier and the problem will be taking care. I told him that Ok I will let go but please do not make me call again for the same issue and He said he will call back in a few days and he texted me a new plain 55+ for $27.50. No, he didn’t call back.

12. Today I was being charged $243.08. I called around 8:08 after 15 minutes holding, I requested to talk to Gabriel. Nicole said she emailed and requested Gabriel to give me a call day and hopefully will hear from him no later 5pm.

13. 6:00pm I called and spoke to Andrea and I needed to blah blah over and over for 35’ and requested to speak to Gabriel since I have been talking to 3 supervisors for far and don’t want to repeat the same issue over and over. He put me on hold for 15’ and came back and told me that he can credit me $12.50. I said NO, that’s wrong. Why only $12.50? He said that’s the only thing he can do. I asked to speak to Gabriel and he said he can’t reach to him if I want to talk to his supervisor. I said which I don’t want to deal with another supervisor but ok, let me speak to his supervisor.

14. Shae, the supervisor was very BS helpful. She said nothing she can do because

a. I keep the chrome was out of return period which is 90 days. I said 90 days from what? From the day I signed the contract or the day I received the device? Beside I have asked to send me the return label and no one provides me that and/or tells me where to mail. She said nothing she can’t do, I had keep the device to long and out return period. This is ridiculous when TMobil supervisors didn’t provide anything for me to mail the device back. She said that’s not her. I said I want to talk to the high management. She told me either reaches out to the Customer Relation by POB for fax. I asked for phone number because I do not know when the stupid people from TMobil is taking care the problem as the supervisors said everything is taking care but NO, nothing is talking care of.

b. She said she can’t control and it will take 22 days to get the answer.

c. She keeps arguing back and forth and said that she gives me the resolution to resolve the problem but I didn’t listen. I asked what the solution? She said either accepts the bill is or reach out to the Customer Relation. Geez, what a solution!

d. I asked if I accept the bill and what’s bill? She said will be $180 something a month. I asked why? How much for the hotspot? She said $20/mo. I wonder the billing department know how to do the calculation for not? I asked her do the calculation where the $180 something come from when the total for 3 phones and hotspot is $125/mo? She said oh but just accept the bill and the prorate credit back. I told her I am not trust TMobil. 1, they don’t know how to adjust and/or do the calculation. 2. They push the customer to the corner and called give me the bandage. What kind the bandage is it? Make from trash and/or China and the bandage is easily to peel off right away? I even told Andrea this when he said he gives me a bandage on my bill.

e. End up, Shae said if nothing else, she cannot provide anything anymore just mail or fax the customer relation her upper manager which she can’t provide the phone and don’t know what the phone numbers are.

15. My concerns are
a. Where is $224.00 at the beginning as they promised to credit it back which they didn’t
b. I asked for return label and no one provide me this and until now still refuse to give it to me so I can mail it back and told me that it’s out of return period 90 days. Up today, it’s not 90 days yet. I signed the contract on November 22 and activated my 3 phone on November 28 or 29. Still not 90 days yet and Shae is not willing to resolve the problem.
c. Up today, they charge my credit $243.08 and refused to credit all back from 81/mo which is $162.08
d. I asked to cancel all. Shae said cannot cancel because more than 3 mos. I did ask since December until Jan 26, why those supervisors didn’t tell me that they couldn’t resolve the problem.
e. Again, I just learned that they changed my plan each time to called because the plan was not corrected at the beginning because miscode
f. Still don’t understand what TMobile is trying to do here? Ripping off the customers?

16. Please I need the problem resolve as soon as possible and return my $224.00 as the sale promised at the beginning so do all the supervisors. They said they credit blah blah …but nothing credit. Turned out I was over pay too much for my plan.

17. At last, please please send me the return label and/or tell me to mail the stupid chrome back. I don’t need it. Useless to me.

Absolute TRASH. No problem taking money for the phone bill every month but can’t even provide good service like they claim. Worst service ever worst company ever I can’t wait to switch and never look back . Getting everyone on my phone plan to switch asap. I didn’t even have any service for hours straight last night no matter where I was !! I would rate this company NEGATIVE stars if I could !!!

Frequent loss of connection for incoming and outgoing phone calls. I lost connection for two weeks. They promised credit for those periods; but did not do that. Both my wife's number nor mine could not make any phone calls so many times. Very frustrating.

Ok I bought a Iphone 13 that had NUMEROUS problems!!@ and had your service. I went back to your locations at least 15 times for the same problem. They sent me to geek squad witch sent me to Apple. Lots of MY time and taking off work. Geek Squad said I DO NOT KNOW WHY T_MOBLE did that to you. Your phone is Jacked up and needs to be replaced. I went to Apple and my phone did not recognize me. Apple said i can replace parts NO NO NO its not even 6 months old and Ii keep having the same problem and not getting my voice messages for 2 to 4 days!!!!! I then took my phone got my messages that i got wrote up for work because of this matter. Guess what it happened again!!!! I spoke to T_Moble i told them i got written up for your mistake and all the time. They were going to wash the balance on my phone. As i almost lost my job for not responding to a big client. I had enough went to Verizon where i have no problems and got a new phone. And now T-Moble put me in collections when they said they would take care of this problem. My time is VALUABLE also I work with Corporate clients. Social Media exist. Please explain and why can I not speak to Corporate not some foreign idiot. That says I help you I Help you

Son muchos meses con problemas de covertura con T- mobile
El pasado 30 de Dic. Hablé con Oscar supervisor de T- mobile y llegamos a un acuerdo de qué yo regresaba los celulares que me fueron enviados 2 A13 para ver SI agarraba la señal de T- mobile pero no fué asi solo podia hacer llamadas de emergencies, Ellos decidieron mandame
2 - 13 5G Pero me estaban HACIENDO cobros por 4 celulares y yo ya había regresados los 2 A13,
Oscar me sugirió que podia irme SI no estaba a gusto con T-Mobile el y yo llegamos a un acuerdo, que regresara Los dos cell 135G y me daba un crédito de 275 dólares por el tiempo que había estado pagado y no recibí covertura...
Ahora results que Sigue mi cuenta Vicente con T- mobile y se está haciendo un cargo por $246.48
Pero si ya cancelamos las linea's el 30 de Dic. Con Oscar supervisor de T mobile...
Y no solo ESO me an estado holding El número de mi esposo.
Se me hace injusto y ESO es un robo, y tratos engañosos, voy a poner una queja Al departamento federal del comsumidor.