T-Mobile Complaints Continued... (Page 2)

1101+ reviews added so far. Upset? Call T-Mobile corporate: 425-378-4000
20

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

20

T-Mobile did not honor the deal offered at the time I signed up for a new line. Not just one new line, but three new lines. The deal was supposed to be for $1,000.00 of the new Galaxy S22 Ultra when adding a new line. Unknown to us at the time, two more lines were added because we got "wearables". They did not explain that the watches had to have their own lines.

We now have Nine lines, two of which are pointless.

The countless calls to the call center in the Philippines and speaking to people who have no power to fix the issue and are unwilling to get you to a person who can was fruitless, frustrating, and infuriating. We will be taking our business to another carrier. T-Mobile have enabled their call center associates to do nothing but lie.

20

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.

20

Poor Customer Service at T-mobile store at 36 S State St Chicago, IL 60603

I went in the store on 02/28/2023 to switch from prepaid $40 plan to individual auto pay plan due to an international travel.
I looked on line before I go, so I know Magenta is the one. But a middle aged man said Magenta does not include international call service and I can only apply to their Max plan. I showed their price and plan details, he said it is discounted service only for people who has social security number, and will do background check, etc.. I told him I understand and I used to be an auto pay plan client. But he kept going on that I need a social security number and background check, which I told him I have and I already know that. And then I asked him how can I keep my account balance, he said he doesn't know, he can not do anything about it, that he suggest me to call online service. Then I tried last time ask if he can call for me since I am at the store now with my ID and SSN, since my call only go directly to prepaid service and I need to contact the regular plan representative. He didn't know how to do it, he said he can not call T-mobile from their store.

20

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.......

20

I have had a terrible experience with TMobile. One of your representatives got me signed up for the buy one iPhone get one free. He had misinformed me about the promotion and now I have to pay for that mistake. He told me if I got a 3rd line I could get the promotion then after a month I could just cancel the 3rd line. I asked numerous times to verify this and he gave me his personal promise before hanging up, then again in a text. I did cancel it after the month. Not having the correct info I just continued to pay my bill. I supposedly received an email after I cancelled the 3rd line that I was no longer eligible for the promotion. I didn't see this email and I signed nothing for it. I did call numerous times wondering why my bill is always higher than what I was told it would be. I called again recently wondering why my bill is different than what I was told it would be. Finally, after much time and waiting and explaining I was told that cancelling the 3rd line made me ineligible for the bogo promotion and that what I was told about the 3rd line didn't make sense. Well, that is what he told me. I am told now that it's too bad. Sure, they are very nice when telling me "oh well there is nothing we can do about it" and the give me their personal promise. Truth is there is nothing you WILL do about it with a personal promise. I have had the worse experience ever!! and will not recommend T-Mobile to anyone!!

20

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.

20

The attitude of the waiter at the Tmobile mobile phone store in Roosevelt was extremely bad, and he didn’t say it’s okay, I just complained, he said whatever I want,they don't scare

20

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 !!!

20

I would like to know why the internet on my phone is so shitty so often. I live in Colorado around Denver so I should get good coverage, yet I'm being jerked around by this greedy company.

20

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.

20

I purchased a new watch months ago. We had issues with the connectivity of the watch so we had to contact customer service. Customer Service added a Watch line that did not exist. This nonexistent watch online cost me $10 a month since I never look at my bill and everything is on auto pay. I did not know that Customer Service actually added that line until today. I call Customer service to rectify this issue only to be told that guy would not get a credit for the amount that was paid for this nonexistent line and there was nothing they could do about that except cancel the line. With that being said, if you are a T-Mobile customer, ensure that you check your bill thoroughly whenever Customer Service makes any changes.

20

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

20

My phone did an update on the morning of 2.7.23. I went out later in the day and my car connection would not let me make or receive phone calls. I stopped in the store at 1702 W. Broadway, Maryville TN to ask for help. One young man never looked up from a tablet while talking to me, telling me to connect the phone to the car, which I stated was connected. The I think, manager told me to take my car to the dealer to fix this problem. No one offered to help, no one touched my phone to even look at settings when I ask if it could be related to the new tab "Connected devices" One employee was sitting on the counter never got up, they were all very unprofessional, unfriendly and unhelpful. I called 6 times between 6:00 - 6:30 pm to get their names, the phone at the store was never answered. I will be looking to switch service, never mind that I have NO coverage unless using wi-fi calling at my address. Very disappointed in T-Mobile, Sprint was a much better company! Your employees at this location are a disgrace for their attitudes and to your company.

20

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.

20

I noticed last week that I had no network cell service. After making various efforts to "reconnect" I called Tmobile customer care / tech support. After giving them the phone's IMEI, they identified that my number was BLOCKED as if my phone was reported stolen. However, this was NOT the case. I never reported in lost, stolen, and was never late in paying my bill (and used autopay for the past several years).
TMobile "experts" could not unblock my phone as they said it was originally a Sprint phone (21 month old S21 in excellent condition). They kept me on the line while they called Sprint and brought in Sprint tech support. Sprint said they could not unblock in either and would open an escalation trouble ticket - total 2+ hours on the phone. 2 days later, I called back to check on the status, and went through the whole process again! They seemed to have no records or no continuity from the previous call! After another 1 hour on the phone with TMobile and Sprint, they stated their was nothing they could do. Seemed no one knew why or how my phone was BLOCKED, and more importantly no one could unblock it. They told me to buy another phone. I asked to escalate to a manager, and they connected me to a gentleman who told me they could unblock my phone at a TMobile store. I immediately drove to a local store and of course the staff there looked astonished and said they couldn't help me. I've call back more than once and spoken to another supervisor in TMobile customer case and they've offered nothing close to a satisfactory solution. I even call the TMobile corporate offices, but they just direct my call to the same folks who have been or no help.
So here I am, 5 days of no service, 5 days of frustration, about 6 hours on calls to TMobile, 1 useless trip to TMobile store, and nothing close to an unblocked phone or the offer of a replacement. I'm lost on what else to do , except more escalations, and maybe finding someone at TMobile who actually cares.
For further clarification, I have been a Sprint / TMobile customer for over 18 years. Although this phone was purchased when it was Sprint, I was successfully migrated to the TMobile network over 1 year ago. Everything was working great, until last week. There is nothing on my end that can account for it suddenly not working or being BLOCKED.... no account changes, no physical damage, change in SIM, etc, etc.

40

I once got different calls and messages on my number, then it occured that my tmobile number has been compromised. If you lose money through any means of identity theft , the number one thing to do is to report and file a complaint with the right authorities ofcourse . You reach out to your financial institutions to put a hold on your online bank accounts and cards. Call your bank or credit agencies . Once you do that, you can contact your service provider too and report a fraudulent charge on your account(s) . You can also reach out to all businesses involved.
However , One thing I can assure you is that It is entirely possible to recover from credit card fraud and identity theft, especially if you catch it immediately. But you have to address it quickly and get in touch with the right providers to take corrective measures.
When it’s not corrected urgently and in due time , This often leads to bad credit report and inquiries. So Don’t be forced to pay a debt that does not belong to you. Just hire nonprofit hacktivist 'webghost33' on instagram/telegram to get refunded from the federal reserve and help anyone regain access and control your credit and get the bogus charges removed from your credit report and/or your credit card account.

20

I made an purchase over the phone with a customer rep. I was not given the deal I was promised. I reached out to several customer service reps and supervisors several times and now I am screwed paying more money Per month on the upgrades I made. I requested for them to listen to the phoen recording of what I was promised and no effort was made. I am beyond dissatisfied with the quality of service I received

20

I've been double charged on my bill, services suspended, and found out they have been charging me for individual lines instead of for a family plan. T-mobile REFUSES to fix any issues until I pay hundreds of dollars of overcharging!!!! It shows I'm being charged $295.00 for 2 phone lines!

20

For 3 days I had been calling customer service with questions about adding an international pass on my account. Your customer service is terrible. First of all the majority of your representatives have very little knowledge of the English language, the are extremely difficult to understand and the do not understand what I was asking them. They put you on hold and them disconnect you. You ask for a supervisor and they tell you no one is available. In total I must have spent 5 hours in a 3 day period for something simple. I even went to a T Mobile store and was told what I wanted to do I would need to contact customer service. Finally, I spoke to one person who was able to help me. It is a disgrace how your customers get treated. You need to improve your customer care. I am pleased with T Mobile but am appalled by the way your customer service department is run. Thank you

20

On 1/10, the issue started with T-mobile Sync Tracker not functioning. Rep was not knowledgeable of the product. The trouble shoot failed. Multiple device errors discovered. Rep failed to call back after promising she would.
On 1/11, New Rep had no clue, no notes, and no instructions from the last Rep, failure to communicate. Not knowledgeable of the device. Rep issues a credit towards balance to be able to purchase new devices.
On 1/12, I received notification of unauthorized activity to my account, resulting in a security breach. Unknown persons successfully made changes to my account from the Tmobile store. Rep not equipped to give details, rep not knowledgeable of protocols.
On 1/13, there was no response from Tmobile regarding investigation or findings.
Currently not happy with Tmobile or plan to do business with in the future.

20

I switched to t-mobile 5 days ago, spent 2300 and Bill 350 month. They made mistake twice shipping g cases. Supervisor said waive 16 2 day fee shipping. Today another Supervisor Melony said no way I must pay. I'm going back to verizon

20

I have been without internet since 12/9. I am told there is a tower upgrade in the next 30-60 days. This is unacceptable for there to not be a backup plan while towers are upgraded. I am not paying a dime until my service is fully restored.

20

On 10/4/2022 I was told tower is being upgraded because there is NO 5G and very low LTE reception and today is 1/2/2023 and still nothing! Coverage map on t-mobile.com shows I’m suppose to get 5G Extended range but that is clearly not the case! Technical rep confirmed there is no plans to fix!!!

Tower ID # 83F0023A

Ticket # 6802-8601

20

Was sold an electronic brick. Basically a tablet that does not work.
They are refusing a return and charging me $45 a month for something that does not work nor use.
Went to 2 stores and called 611 8 times.
Looks like I will have to drop off the tablet off at the store. Not pay my bill and move my personal and business accounts elsewhere.

20

12-26-22 I phoned Customer Svs from a friend's phone which I informed T-mobile rep of but when he told me by resetting MY phone we might be disconnected I made a joke. The rep said he felt that I degraded him & said I could always do it myself without his help. He also said he had been doing this job for years & he should have checked what number I was calling from, but through my tears, I politely said there was no need to check the # since I told him my phone wasn't taking or receiving calls & I was calling from a friend's phone. I wish the call had been monitored or recorded for you. He did stay on phone while I hid my crying & transferred me to a nice tech support man.

20

Well I am very upset with tmobile about suspending my internet.ok on December 23rd I payed 60 dollars thats my bill didn't know my due date was the 19th I thought it was the 27th anyways I have been calling customer support for days now .one person told me I needed to pay 77.11 my bill plus a restoration fee .oh ye in all this they can't get into my account because I forgot my pin .so he said the quickest way to get it restored was to pay the 77.11 which I did even tho I just paid 60 that they said they never received ok then I pay the money that was yesterday and today still no internet he said as soon as I paid it it would be restored.which I can see is a lie .they have sent me emails saying thank you for your payment so they received it so why do I have no internet still and I paid a 20 dollar restoration fee and for what? They haven't restored anything .and now there telling me I gave to go to the store when I explained to him it was way to hard for me to find a ride to the store thats why I payed the money so I wouldn't have to go to the store .if I knew after paying I would still have to go to the store I would have never payed it .this is so ridiculous .I have only roku tv which runs off wifi which I don't have .the only reason I have data on my phone is because my phone is not thru tmobile.please someone needs to tell me why I have to go to the store to restore my internet if I already payed my bill in full .plus some .then I get the same thi g no one can help me online to change my pin or tell me how I can change it no they say I have to go to the store show my ID and then have them change my pin. Bull this is crap.i need my internet back oncause I have paid in full I owe nothing so please just turn my internet back onalready.

20

The Wi-Fi from T-Mobile has been a complete nightmare for us. I’ve been with T-Mobile for 18 years and I have tried to call customer service to get this issue taken care of but unfortunately it’s not been handled. Before a product is released to the public it should work. It’s unrealistic for the customer to use a device that’s doesn’t work. Unfortunately T-Mobile has released there Wi-Fi that goes down many times a day and will not support streaming. T-Mobile would like 55.00 dollars a month from your customer for a service that is unable to preform it job.

20

4 days with minimal to NO WIFI OR PHONE SERVICE! Couldn't even dial 911!
Have made over 50 calls since October 14th when great service disappeared. Last time held for over 28 minutes, after automated answering said 5 minute wait, and hung up!
The last time I spoke to an expert was told, "Well, you and the Misses have a choice to make.
This was after several tickets to Engineers by the Experts without a call back. We were told in weak signal arrea with NO PLAN TO UPGRADE.

20

subscribed to a new Apple Watch cellular line since September 2022 and the line was unable to be activated. I have come to the store multiple occasions to report the issues. Ultimate the T mobile expert informed me that my Apple Watch has issue and need to be replaced. I replaced a new Apple watch and came back to the store to activate the cellular and the same issue occurred again. The watch cannot be activated. I was informed that I will be penalized for no promotion and more fees if I cancel the line that doesn’t work since September 2022. The T-Mobile representative Jon says there is nothing else he can do for me.

20

The manager at tmobile store name is Erie at 1650 carl d silver parkway fredricksburg va 22401.he misbehaved with us and got personal.we r customers since 10 years and he was acting as if we are theives.he misbehaved with my husband and when i called him in the store he was the rudest person.You need to make sure this guy knows what he is doing.

20

Lack of integrity. I was guaranteed my t mobile internet price was locked. After I suffered a fire and lost almost everything I called t Mobil to explain the situation. I was the promised my internet price was locked. It took me several weeks to fin a new place. When I tried to reconnect my internet I was told my price was not locked, and would be higher than I had been paying. When I complained to the I was told to lie about my address and then I could get my promiser price. But only if I apparently commit FRAUD.

20

Hello who it may concern!
I’m a T. Mobile customer for 4 years I like t mobile I like the service very much but customer service name Helena removed my international calling plan with out my permission and t. Mobile did not notice regarding international calls sent me $20000.00 BILL please look in this matters!!!

20

I switched to T- Mobil from Verizon to have a lower monthly bill and still have great service. The service I received at 93rd and Northern in Glendale AZ, was horrendous, The store manager Leslie was so disrespectful and rude, she acted like she was doing me a favor just speaking to me. I am 70 years old and I don't remember ever feeling so upset or disrespected anywhere. I will leave t Mobil as soon as I can and will never recommend T- Mobil to anyone in fact I will share my experience with everyone I can,

20

I would give zero stars but you don’t provide that option. My husband and I switched from ATT to T Mobil in August 2022 and purchased new phones as well. My iPhone 13 stopped working and I went to T Mobil store where we opened our account on Wednesday, Nov 24, 2022. I presented my phone and account information to the associate whose name was John. John refused to provide me with any I assistance because I was not identified as an authorized user on the account. He refused me to use the store phone to call my husband who is the authorized user nor would he let me use the store phone to call T Mobil customer service. He would not give me any help to determine why my phone isn’t working and wouldn’t even plug my phone into a charger. He kept telling me to have a good day. This was and is rediculous if you call this good customer care. I didn’t have a working phone to call anyone and he didn’t care. I did end up going to Apple Store who did assist me and helped me with my phone. There was no reason for your employee to treat me with such disrespect. I urge you to investigate this incident and assure this employee provide better customer service. The store I went to was in Waterford, Michigan. 48327. It was on 5121 Highland Road in the Kroger Grocery Store complex. I will not recommend T Mobil if you continue to teach your employees this type of poor customer service. I had no working phone and I’m a T Mobil customer which John did establish. He essentially felt stranded
since I had no working phone and he refused me to use a store phone to help resolve this issue further

20

The store manager Mae was really rude to me . I.bought a phone at t-mobile for my ex boyfriend and I returned on 11/11/22 and he should have been put back on my debit card but the young man that did the returned did not do it correctly so.i wanted it returned on my debit card they sent it back and I still have not got my return check . It is for 404.61 I went to the store and the where rude and told me to leave the store . I was only trying to find out about my returned .

20

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!

20

I ordered a watch band on T-Mobile app the ordr was $118. I’ve called too many times to count been on hold for hours. I’ve gone into the T-Mobile store been given the runaround between the number that they gave me to call and the store no one will help. They said they tried to refund my card twice, but it won’t go through that I need to wait 10 more business days. It’s been around 35 days. I do not have a T-Mobile account or a pin #.

20

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.

20

Im to drained to type your company is exhausted me wuth incorrect infi phone actung very bad slow seems no one honors there wordits been horriable

20

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

100

No complaints. I would like to let you know about customer service at your Pahrump Nevada store. My phone was stolen. I went to the T-Mobile in Pahrump. I want you to know how friendly Heidi is. I was distraught and Heidi helped me with my new I Phone 14+. She explained how this song worked and got me started with the phone. I returned to the store two days later with questions and Heidi helped me again. Mostly she was patient and answered all of my questions. I hope that this comment makes its way back to Heidi. She is an asset to your company. . D Butterfield

20

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.

20

Replaced my SIM card due to sprint switching to t mobile have had no use of my phone for 3 days. Spent 10 hours one day in the phone with several IT reps as well as apple tech. T mobile says as long as I can make out going wi-fi calls it’s fine. I can not send or receive regular text messages or receive calls. Finally was offered a new phone at a discount then the next day they were not going to honor that deal they wanted me to send in my phone before I even received another phone. I have a sick mother who lives about 40 minutes from me and can not receive incoming calls. Was told to just go stay with her at one point, as if I don’t have a life and obligations. Here it is days later and still waiting for my phone that was to be over nighted. Was never able to speak to a supervisor constantly told “oh they are busy on another call” for 2 days.

20

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!!!!!!

20

My first complaint is the service. My service went down around 12pm ET today, 10/27/22. I couldn't make calls or send texts due to limited to no bars. If I had an emergency I would have not been able to use my phone. Being that I am connected to home wifi (definitely not T-Mobile's), I am able to use my phone. I was a former Sprint customer and now since my account is fully T-Mobile, her comes the issues. My second complaint is with the customer service chat. I reached out to inquire about the issue as well as to get my account credited. I opened two separate chats, one with a Raybanleyi (something like that and the other with an Anaranielle and I could see where both reps read my chats but never responded. I have worked in customer service for over 10 years and if myself or any of my reps had done that, they would have been immediately reprimanded. Prior to having to move over to T-Mobile, I was a Sprint customer for over 20 years and never had a bad experience with customer service. I will definitely be looking at other options. Customers should never be ignored!! I included screen shots of the chat. Poor service, and poor customer service but yet they expect full payment on time, what a joke!

20

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.

20

I m travel in out side country I don’t have get internet service maxsoure & solve my problem pls

20

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.

20

I have had nothing but horrible experience with T-Mobile customer service. Almost every month I had to call T-Mobile to get my bill fixed and each time I was told the issue will get fixed but it never does. I am on hold with T-Mobile right now as we speak for over an hour. This is beyond ridiculous .

20

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

20

My children and I have been with T-Mobile since 2007. I have spoken to 60 + representatives and either one help me because of a $101 installment payment. I called on the 30 of September and the 1 of October and a customer service representative insured me my service would not be interrupted. Y'all always states that you a man of word but not. As you can see I'm always paying our bill on the 13 or 14 of each month. I not understanding why we can't get any help from the carrier that we have for a long time. My time is seriously important and making me look for another carrier is what they leave me with. I was promised my service would be secured and now my children and I going through a lot just for some help. Hope you all can help ‼️

20

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.

20

I was charged for the two months that I did not have service my service was suspended because my bills was wrong they were changing more then I was supposed to pay I try to talked to them but I couldn’t get a answer because I could not remember my PIN number and I did not have my 4 number off my tax ID because I was out off the country I’m very disappointed with the treatment I got from T-Mobile they had me on the phone for 2/12 hours for nothing at the end I end up canceling my phone line because off the treatment that I got from them

20

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.

20

We are trying to switch to T-Mobile from Verizon however T-Mobile is making it hard and are really making us rethink our decision. We placed our order on the 21st and we were told we'd have our 4 new phones and 2 sim cards for our existing phones by the 26th. We then emediatly pleaced orders thru OtterBox and UAG for cases for those phones and payed extra to have them here quickly. On the 24th we received an email saying that our payment failed. We called to get this fixed and were told the bank denied it. We have plenty of money in our account and didn't receive anything from the bank saying they denied it. We have large purchases often and never had the bank deny,. But they denied this small purchase? Highly unlikely. Not to mention we can't seem to get anyone on the phone from the U.S. We tried to switch to T-Mobile a few years ago and had the same issues and so we cancelled the switch. T-Mobile is making it hard to switch and doesn't really seem to care about new customers apparently.

20

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.

20

I have never heard the words we cannot help you until now. I also was hung up on by the manager I asked to speak with. He was also rude and not helpful. I have been this behind on my account and have been trying to catch up and have had to talk to a CSR about every week or every other week and everyone up until today never told me they couldn’t help me even if just for 24 hours I was always happy with the help. I asked for my phones to be turned on for just 24 hours until my fiancé gets paid which is tomorrow and the CSR’s and supervisor I spoke with today did not try to help one bit and I was hung up on. Every other person I’ve spoken with there has said they understand times are hard right now and phones are important and have helped me out turning my services back on for atleast 24 hours or longer. I have been making payments almost every week for the past month and a half or so and I am trying my best. I make a payment whenever I am able even if just alittle amount. Im very upset with the service I received today and will be more than likely leaving tmobile after 2 years. Unless I am able to talk to someone who can actually help me within the next few hours. And being hung up on by a supervisor is not acceptable and they should not even be a supervisor when they treat customers bad and hang up on them. That’s horrible customer service! I have attached the last 5 payments I’ve made.. look at the dates not very long in between so yes I have been trying my hardest and am doing the best I can right now. The customer service I received today made my depression and anxiety 10x worse

20

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

20

Billing and questions concerning activating phone service or upgrading use to be so easy without any complications. Now billing and customer service is poor. The chat sessions are no help at all. Too many excuses for for not correcting issues. When you call Sprint/T mobile the same issues. I've been with Sprint since 2003 but can't wait to end my contract agreements.

20

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.

20

Where do I begin, my cellphone is currently disconnected because I can't pay make a minimum of $8,000.00 out of my $10,000.00 balance (don't have exact amount) I am outraged by the way this family account has been handled from the beginning when my ex-husband Juan A Villa called and informed your customer service department that our son was begin deployed to Africa for active Military services and needed help selecting the best plan or plan options for him. Please take a look at our account. Main phone # 's are 312-545-1324 (Juan villa) and 312-446-8348 (Cecilia Martinez) there are several notes of numerous conversations Juan Villa has had with reps and supervisor and dept managers.

I need someone to help us! I can not believe we are being treated this way, I am very close to contacting Telemundo and ABC News regarding this outrage. We were told the charges are so HIGH because he is roaming in Africa.

\

20

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

20

Very frustrated and unhappy with the crappy coverage from t-mobile. This is exactly what I expected when I heard they bought out sprint. My wife's family have had t-mobile for many years and they always had mobile connection issues. We, on the other hand always had service where they didn't. Now, we have the same crap coverage t-mobile is known for in the N.W. If any of those in charge at t-mobile were paying for cable and they only got some channels some of the time and constant streaming issues or if their car worked 2/3 of the time but not the rest would they be happy about paying every month?! I pay for a service and since the buyout this service has declined steadily with no end in sight. When is this going to change? When is it going to get better? I've even been told I need a new phone. Why should I pay a penny for that if it wasn't an issue before? Tired of placating answers! I think t-mobile should only charge or get 1/2 of the monthly bill till the service they offer is worth the price.

20

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

20

T- mobile account # 983047586 (7) lines

Miss leading by T-Mobile sales representatives in regards to;
a) Keep and Switch promotion resulting from switching form different carrier
(from Verizon)
b) Monthly service charges
c) charging for monthly service before transferring the ported numbers and activating of the service for all lines and adding a late fees
Over charged
a) monthly service overcharged more than what was offered at the time of signing
b) charging away more than the sales tax, claiming that the extra charges will be credit back to the account by the sales person (twice).

20

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.

20

called and did live chat still on hold on your site you agent keeps hanging up me and your phone and online customer support does not address issues my phone keeps going out for no apparent reason but my husbands does not and does your company support workers whom do this to customers??? No excuse

20

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.

20

I was charged a $35 suppport fee for a pick up in store that said tmobile is having dissculties please head to and gave me store well surprise.Order didt go through and they charged me $35 support not my fault your systems dont work ill pay taxes nor support you owe me $35

20

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

20

I am an old customer with t mobile
And lately I fill that my loyalty to t mobile
Is no appreciate at all
What tipped me off was your advertisement that you giving Samsung plip for free.
After I called I was notified that it is for new customers or for new line

Si practically I am being punished becouse I am an old loyal customer who pay in time all the time

Well sorry in my opinion old paying customer is better then new unnone customer

.so my options are clear be a new customer or go to Verizon after I get from you the phone let them pay for it and your contract as well

Let me know what do you think

20

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.

20

Rude customer service at the Pleasant Hill, CA store on Contra Costa Blvd. Employee whose name is Anthony was very apathetic to my concerns and demonstrated a poor attitude. He did not seem interested in resolving my problem but instead got on the defensive when questioned.

20

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.

20

I have been a Tmobile customer for o er 17 years. This obviously means little to Tmobile. I broke the screen on my phone yesterday. So, I called Tmobile customer care in hopes of finding a solution. This was not the result.

I made contact with a representative and advised them of my situation. The representative stated if I added a new line they could get me a new Samsung 22. I explained that my wife just left Tmobile for Verizon and got a new phone. She was unhappy with the poor internet service from Tmobile in my area. Therefore, I would not have a use for another line.

The representative sent me to a manager who repeated the same talking points. He advised I had two choices. Get my screen fixed for a trade in or add a line. I explained my frustration that if I was a new customer with a new line I would get the 22. However, since I've been a loyal customer for almost 18 years I get nothing. He replied that he understood.

I explained that if the two choices were all he had to offer, I would take a third choice from Verizon. The manager stated he understood. I advised the manager that i may come back in two years so I can get what is offered to those who are not loyal. I am currently transferring my old phone to my new Verizon galaxy 22 given to me free.

20

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

20

Switched back to T-Mobile from Verizon on Wednesday July 27, 2022. The cell service from my home is atrocious. Calls intermittently get through. Text messages don't always get delivered. I spent an hour and 20 minutes on the phone today with your customer service and then your technical support only to find out that there is a project to upgrade a tower near my home. Why wasn't this checked by your staff before they switched my service? And then when I asked to discuss this problem with a supervisor I was placed on hold for quite some time until the technical support person apologized and said the supervisor would be calling me shortly. it is now an hour and a half and I'm still waiting for the supervisor to call. If I don't hear from someone shortly I will return to the store and demand they switch my service back to Verizon. For what it's worth my account number is 983889638.

Disappointed,
Thomas Sandy

20

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!

20

I’ve been filing for a refund and transfer of lines rebate. So far, I’ve just been passed around the store staff and the customer service representatives, got a lot of promises of it getting resolved, but so far I’ve gotten to nothing but stress and frustration. I also am just irritated that every time I try to call and follow up they keep asking me the same questions.
So where can I file official complaint that someone will positively respond to and get the PROMISED refunds?

20

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.

20

I went in to my local store to resolve an issue with my online order, I’ve been dealing with online customer service for last 4 days about a refund that was not by choice also a miscommunication from T-Mobile online also but right now my formal complaint is about the store in Grants Pass Oregon . Customer service online was eventually trying to get the refund resolved as they recognized my frustration as to why this was happening in the first place and realized T-Mobile online was at fault. I proceeded to go to store as they said they can take your return and get with the telesales department to progress the refund process quicker. The employee at the store ( Bobby) , and manager was instantly rude and defensive about what I was informed by online customer service. I then asked him to please call as they put notifications on my account to process this request. He said fine I’ll call but it’s not going to happen. The online customer service answered his call , he then proceeded to only say hello is it correct that we are not able to take back online merchandise? She said yes usually it has to be returned the way it was bought he said ya that’s what I told her and hung up . I told him please look my account for notification about this and please try to help either way explain or pursue . He absolutely refused said this is the way I can print a label and that’s it . There was nooo trying to help or even attempt to understand the situation for me or the matter . I’ve never felt so belittle and disrespected by someone who is a employee let alone the manger the way he shut me down and didn’t communicate or inquire with online to find out more information. At this point I will never go to T-Mobile store knowing that’s how a manager treats the customer in any given situation reguardless of the issue . If he is in management then he should at least try and go the extra mile to strive for that customer walks out with knowing that they tried to help. Bobby Barnes should not be in that position if that’s his motto for your business. His arrogance was vivid and customer satisfaction was not !

20

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

20

Home internet service is spotty at best. NO SERVICE at all on weekends or holidays. Have been in contact with many reps numerous times with no solutions. Last conversation in June 2022, they were to send me upgraded gateway, never happened. Just going to cancel and return to AT&T.

20

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!

20

I have been a customer of T-Mobile Spence 2016. I’ve purchased about 11 phones. For the last year and a half my billing account has been wrong every month. I call over and over again and am told they will take over charges off. Then the next bill is over charging me again. I’m told then that my bill will be $185 from now on. Please get in touch with me immediately at 717-300-0759 Cheryl Pizzuto

20

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!!!

20

I’ve had T mobile for a whole year now and I’m telling you I had better luck with boost mobile in the 5 years I had them then a phone company that gets broadcasted on commercials and websites. You guys are literally the worst. The first 3 months I had you guys I had to fall every time I got a bill because it was ALWAYS something different and not what was discussed at signing. And then after that the pandemic was bad and I’m considered low income so i qualified for the broadband wireless that was only supposed to make my bill $50 a month. WELLLLL I called and called and CALLED you guys about it I was ACCEPTED through the company but because YOU GUYS couldn’t figure out what was wrong on your end no one called me back or helped me get it figured it out so I never got that. Now the last 3 months I’m calling and calling having people tell me things, promising call backs. The last person i talked to promised a call back and didn’t get one. SHOCKER. My phone I have through you guys has had THE WORST service. I call and call and have done the troubleshooting at least 5 times IT DOESNT HELP. My bars are either gone or wiggling 24/7. My calls are always dropped, I can’t use apps on my phone that I literally pay for unless I’m at home on Wi-Fi. I’m pretty sure I pay for phone service not Wi-Fi so I’d like to use my phone. I have 4 numbers on my account and I’m the main holder so I’m curious as to why my phone and service are always bad. I talked to someone a week and a half ago that told me theyd take $60 off my bill for all the issues. LOL GUESS WHAT? When my bill was ready she didn’t do it. SHOCKER. So I called once again and the guy kept apologizing over and over again and told me since I’ve called so much and that no one can get to the bottom of my phone he asked me what phone id like and that he’d send it out as a courtesy I didn’t have to pay for the down payment or anything just had to make the payment every month which was fine but since clearly no one at T-Mobile can keep their shit together. So I told him the phone and stuff, he asked my shipping info and that was that. I checked my account 2 days later to see if the phone shipped and LOLOLOL he didn’t even put it in. So guess what? Had to call and wait on T-MOBILE AGAIN for them to tell me that THE GUY I TALKED TO DIDNT EVEN TAKE NOTES!!! it states the days I called but none of your employees are taking notes on accounts AS THEY SHOULD BE. I’ve talked to 5 people since then and absolutely NO ONE has helped me. I get the “we’ll call you back” and NEVER get a call back. Because the man I was on the phone with didn’t take notes I’ve had 4 different people tell me they’d have someone listen to the recorded call BUT NO ONES DONE THAT EITHER. Never in my life did I think I would have this much issues with a global phone company. You guys are liars and kind of straight up trash to not contact your customers back and to make faster promises. Your guys service is awful and I will not recommend you guys to ANYONE EVER. Worst year of my life with this phone service. I can’t wait until my contract is up. Until then I’ll spread the word on how awful you guys are because NO ONE deserves to go through this.

20

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 .

20

I ordered a flip phone that I need to return. I have tried calling six times each time wasting multiple hours getting sent from person to person. Last night I received someone who now said it's too late to return which is ridiculous as I have tried for 2 weeks! I was also promised to call back that never happened.

20

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

20

WAS LIED TO BY A EMPLOYEE!! AND NO GETTING RUN AROUND !!! AM OVER T-MOBILE AND THINK IT HAS TERRIBLE SERVICE!! BILLION DOLLAR COMPANY AND CAN'T MAKE CUSTOMER HAPPY WHAT A SHAME

20

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.

20

On April 15th I obtained a Chromebook pursuant to a T-Mobile offer. This was no money down for something a month with the addition of a second line. I had one line $50 a month unlimited and there was another offer for senior citizens for two unlimited lines for $50 a month. At the T-Mobile store play indicated that my two lines would qualify for the $50 a month for 55 plus the $4 and some odd cents a month for the Chromebook receive a $5 deduction because they charge it to a credit card. My first bill in April was $200 plus after numerous phone calls and conversations everyone agreed that that was an error and it was reduced to basically $54 a month again in May my bill was $109 I called several times lengthy conversations and they reduce my bill to $54 ingredient was in error. On May 30th several supervisors called me and said this would never happen again. The following day I received a text message saying that my bill is $109. I talked to several people at T-Mobile who emphatically tell me is $50 a line. A supervisor then tries to tell me that the lines are different I've had the lines check my qualified people name just to plain ordinary telephone line. So he gives me a credit makes it $79 a month but I see that it's going to be $109 next month so I've got to go back to this entire thing the bill should be as it was

20

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

20

Many lies

20

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

40

I went shopping for a new phone. I suggested looking at the iPhone 13 mini, I ask for an alternative due to its price. The seller didn't show me as many options as expected nor tried to compare the different models in more technical detail. I never get to compare the phone I bought with the iPhone I was about to buy. I do recognize that the seller did suggest different payment options. What bothers me is the lack of interest in comparing the different phones.

After that, he asks me if I want to transfer my data, but I decline. Nevertheless, a couple of minutes later, he initializes the process. That implied a wait of 45 minutes in the store and an unconcluded procedural. Then he proceeds to overexplain how to resume the data transfer.

The phone I get satisfies my needs, but it is not what I expected.

20

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.

20

Hi I was trying to make payment for my phone with no +14707469715 however I found out the service no longer on my sim n I can’t long in with my email neither on my phone so I can be able to make payment

Kindly advise

Regards

David

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