T-Mobile Complaints Continued... (Page 4)901+ reviews added so far. Upset? Call T-Mobile corporate: 425-378-4000
I am not happy with the service I received, I brought and Iphone 6e and a Galaxy J7. Now both of these phones are locked on Tmobile and can not be used. I called September 15 about this and was advised that the Iphone would be unlocked with 24-72 hours. After waiting 5 days I called back again. This time I spoke with 3 different representatives and was advised I still owed a balance on the phone. I am not sure why I am showing that balance as to the down payment I initially put down as well as my monthly payments for a bill that should have been 200 dollars and it was almost 400 dollars a month. So how is a phone not paid off that Cost 399.00. Still can not use my phone. I have a child and I work and need a phone all I would like is for this Iphone to be unlocked. The representatives were rude and not very helpful or compassionate at all.
Switched from Sprint to TMobile. Was offered a promotional reward to pay off the balance of our I phone from Sprint if we poured over our phone numbers to T-Mobile and send our Sprint I phone to Tmoblie. We did all that was required for the promotional reward (sent our Sprint I phone to T-Mobile and submitted promotional request and last Sprint bill stating our balance for I phone for breaking lease with Sprint. Four months later, T-Mobile said they denied our promotional reward and did not return our Sprint I phone after denying our promotional reward for the balance of our Sprint iPhone. No reason was available for the denial. T-Mobile did not return our Sprint I phone, they stole it. Numerous calls to T-Mobile resulted with promises to return our calls by T-Mobile sups. After 12 calls and all said their sups would return our call within 1 hour, never received a return call. Most pathetic company ever. We’re dropping T-Mobile and taking a huge financial loss. I’d rather pay to exit than being associated with thieves and liars.
Last November 2016 black Friday, T-Mobile had the promotion, buy an IPhone 7 or 7plus with a trade-in eligible iPhone (iPhone 5 thru 6) and get $300 credit and the remainder balance is billed credited, meaning they bill you monthly, but it gets credited back to you.
IPhone 7 plus----- $869.99 + Tax
Remain Balance ---$ 720.00
Trade-In Credit---- $300 (IPhone 5s Trade in)
Last November 2016 black Friday, my daughter and I went to the T-Mobile store in Savage, MN. I asked the sale’s rep to verify if my current plan (Simple Family plan with no unlimited internet service) would be qualified for the IPhone 7 or 7plus with a trade-in eligible iPhone promotion. He confirmed with another sales rep and informed me that my current plan would be qualified. So, we bought the IPhone 7 plus in rose gold but was not able to trade in my daughter’s IPhone 5s 16g as they had no rose gold IPhone 7 plus in stock. We were told to come back to the store to do the trade in when the IPhone 7 plus arrived . A week or so later, the IPhone 7plus arrived at our home instead of sending it to the store. We brought in the IPhone 5s to the store, but we were told that since they made the mistake of shipping to our home we need to mail in the trade-in. So, I got it packaged and wrote all the reference number and mailed it.
When the December billing came and I did NOT get the monthly billed credit. I checked my statement and it showed I was enrolled into the promotion, but a week later it showed I was removed from the promotion. I contacted Customer Service and explained the situation. It turns out that I must have an unlimited internet plan to qualify for the promotion. The Customer Rep whom I spoke to went to check with a manager and the manager agreed that because the store sales staff had informed me that I qualify before making the purchase they will give me the credit instead, but I must contact the store to give me the credit since it I made the purchase there. I asked that the Customer Rep put on the case notes what the manager had said.
I contacted John R, the Manager at the T-Mobile store in Savage, MN and explained the whole situation. He said the amount $720 to be credited is too large so it must be done by a higher up Manager (Ruben). John contacted Ruben with the situation and assured me that the $720 credit will be applied the following billing cycle.
January billing came and still no credit. I contacted John again and he contacted Ruben. Again, I was informed it will be applied next billing. The following months nothing ever came through. When I contacted John, he asked that I contact Ruben directly. I called Ruben’s Cell and actually got hold of him. I explained the whole situation again and Ruben attempted to give me the credit while in his car, but Ruben said he has bad connection so he will complete the transaction once he is inside and will call me back. He lied. He never call me back. I made several calls and left multiple messages for Ruben but still no return calls.
Finally, I contacted the store manager (John) and told him what had happened. I told John, if they are not going to credit me I am willing to accept another IPhone 7Plus in exchange. But he refused. He contacted Ruben again and promise the credit will be applied next month. Next month’s bill came and still no credit. John finally suggest that I contact Customer Service again to see if they can do something now that I have done all that I could and still can’t get this situation resolved. We are now in October 2017 already.
I called and spoke to a female customer service rep and explained the entire situation to her. She was very apologetic and can’t believe it has been going on for almost ONE YEAR. She needed to do some research and maybe call the store manager and then call me back within 2-3 hours. A week went by and still no call from her. VERY DISPPOINTING!!!
I decided to call customer service back to follow up. I spoke to a young man, he understood my situation and wanted to help me. He put me on hold and contacted the T-Mobile Customer Solution to see what my options are. He then transferred me to a young lady with a heavy accent, it was hard to understand her. She gave me a long explanation and finally said she can give me the credit for $633.99. I told her it should be $720, not $633.99. She went back to explaining but I could not understand her. So I just said, go ahead and apply the $633.99 credit. So $720 - $633.99 = $86.81 that T-Mobile still owes to me.
Throughout this whole process, I have been very professional and very patient. I have 7 lines on my T-Mobile account and have been a long time customer for at least 10 years.
To compensate for this bad experience and for what I went through I request that T-Mobile send me a new IPhone 8 Plus.
I was just forced to electronically sign your completely one-sided legal equipment agreement in order to order a phone. This agreement is absolutely ridiculous, and required me to basically give up all of my rights as it pertains to my personal information and any kind of legal recourse.
T-Mobile seems to take the stance that "if it's legal - we're gonna do it", whether it's good for our customers or not. No options for opting out of personal information sharing, mandatory arbitration, and no class action. This says a lot about T-Mobile as a company. As a long-time customer, I wanted to write and let you know that 1) I noticed 2) I do not appreciate it and 3) I am concerned about the security of my personal data. The last time i begrudgingly provided T-Mobile with my personal data - you lost it (emphasis added).
I understand that you THINK you are in a position to force your customers to sign these kinds of unfair and one-sided agreements, but it speaks volumes about the corporate culture. I do not appreciate it and urge you to revisit how you treat your loyal customers.
Inquired about 55+ with 2 lines plan at the Menlo Park Mall, Edison, NJ retail store and was told I had to call customer service. Called customer service and was told any retail shop can take care of the change. Went to another retail store (Woodbridge Mall, Woodbridge, NJ) and was told they don't do the change and had to call Customer service.. Called customer service again and was told any retail store location can do change because photo id needed. Went to a retail store (299 U.S. 1, Edison, NJ) and was told I needed to go to a corporate retail store. Went to a corporate retail store (32 Parsonage Road, Edison, NJ) and was told they don't do it and had to call customer service. This time, I called customer care while still at this location and told them of my misery, aggravation, frustration, anger, for being bounced back and forth. The rep finally agreed to do it and was passed on to an activation line where they took my wife's information so she can open up her own account under the 55+ plan.
What a nightmare! What kind of customer service is this? If not for my daughter, I would switch in an instant to Verizon or AT&T. After being a customer for more than 2 years, this is what I get.
A week ago I went to a ton Ile store because my phone was not working right. The sales girl told me she could not help me I had to call costumer service. I did that and customer service said I needed to go back I to the store so they could help me. I did this because I never left the parking lot. The sales girl only helped while I was on the phone with customer service. As soon as I hung up she said I will just put in the warranty for you and you will have your phone tomorrow. Come to find out after several calls back to the store this never happened. On Thursday my phone finally got ordered under the warranty was told it would come in on Friday the next day. This did not happen. Today Monday a week later my husband's calls the store to ask when the phone would be in. The sales man told him to tell me to come in and they would make it right. So I did. All they did was tell me when the truck might come in. By the way I was told 3pm it is now 336pm no phone yet. While I was at the store I spoke with the manager who said it was my fault and they could not do anything to fix how upset I am. He also said firing the sales girl should be enough. That is not as I still do not have a phone that works. So I'm writing this complete will give you time to come up with a way to fix this before I go to another phone service. This will only be a couple of days. I feel I have wasted enough time and now money because I'm paying for service I can't use.Beth Cross
I just started service with tmobile two days ago , the first issue I had was the store I went to convinced me to trade in my iPhone 6plus for a lgk20 telling me it was a better phone because it had newer technology ((LIES)) the phone was horrible it was cheap and nothing close to my iPhone , I was also told that they would hold my phone until the next day because I was really on the fence with buying this phone , I went back to the store yesterday (9/26/2017)) to return the CHEAP phone that was upsold to me for my iPhone ,and tthey told me they already sent my phone in forcing me to keep the CHEAP k20 , so I called the district manager and his solution was to sell me an iPhone 6s .... this phone is wayyyy to small I cant see anything (which is why I had the plus to begin with) I am not an unreasonable person , but I feel an unjustice was done , I am a brand new customer and I am VERY UNHAPPY . If I could get out of this contract I would .
There is no coordination or consistency -- they sent me to the store to return the phone. At the store, they told me I had to ship it back with UPS. After hourso n the phone, I still have no answer. This happens almost weekly with T-mobile-- there customer service is pretty much the worst.
I was admitted to the hospital on Sept. 10 and was not discharged until 8 pm on 09/20/17. Before I left the hospital I talked with John and Guido as well as someone in tech support regarding my phone. My phone (229.296.9699) is completely inoperable and I wanted to know if I could get it repaired. I was informed that it would have to be mailed off and probably take 3-5 days, which I didn't have to wait. On Sept. 21, 2017 I went to the T-Mobile store in Albany and talked with Sales Associates Heather who talked with someone at T-Mobile for several minutes along with the store manager Kimberly. The outcome was that an EC? show that I was eligible for an upgrade but I would have to pay $228 and some change before I could upgrade to a new phone. After this discussion, I left the store to go get some additional funds to be able to take care of this matter. When I got back to the Albany store Kimberly assisted me with the transaction whereby I paid $125.00 in cash and the balance on my VISA debit card. The payment went thru on the store end but T-Mobile is still telling the manager and myself that I still owe the balance which has already been paid and shows up in their system as being processed. However, I was not able to get a phone nor was Kimberly able to get the issue resolved.
Before leaving the T-Mobile store I called and asked to speak with a manager but I was given over to a supervisor who told me that there was nothing that they could do. I in an anger and unprofessional manner told customer service and the supervisor that I couldn't give a damn about what they were saying. I informed them that I had just got out of the hospital and as I live along I need to be able to call 911 or EMS if I have a relapsed of my condition. They didn't give a damn at that point I informed them that if I go home and have a relapsed of my condition this evening, tonight or tomorrow and unable to contact anyone for help I was going to sue T-Mobile. The supervisor or manager was nonchalant about the situation and kept telling me that if would take 24 hours or a day before the issue could be resolved.
The reason I am so upset and extremely pissed off is because I have been a customer with T-Mobile for over 11 years and could not be given any better service even though they had talked with the manager at the Albany Store and she verified the payment. My medical issue is coughing up blood and if I started back I was to call 911 and come back to the hospital. Hopefully for T-Mobile sake and with the God's grace and mercy I will not have an issue where I will have to go back to the hospital.
This makes me really consider whether or not I want to continue to be a T-Mobile customer. Hopefully someone will take the time to read this message and contact me via the email above because I have no phone.
I will be traveling soon to the UK and wanted a prepaid phone that would work. I went 3 times to the store at Southridge Mall in Milwaukee, WI. I spoke to Tom who explained in detail about the plan. I went back the additional 2 times to be sure I understood. When the time came to finalize the info I called the store and found out Tom (the manager) wasn't at that store anymore and no one knew where he was. The person I talked to didn't seem well informed so I went to the store on S. 27St in Milwaukee and talked to Melissa. She gave me different information but seemed very capable so I decided to go there when the time came to get the prepaid phone. I went back Sept. 21st. She got the phone out and was putting information into the computer and found out that I cannot have a prepaid phone for the UK. I would have to go home, thaw out all three credit freezes, come back, buy a regular plan with the international feature added and cancel it when I get back. I already have a Trac Phone which is inexpensive, but meets my needs. I only wanted a phone for travel to the UK, and if I had known ahead of time about removing credit freezes, etc I could have done it weeks ago. Now it's just too much of a rush and I no longer trust that the phone would have worked. I really did due diligence and the fact that I don't have a T-Mobile phone to travel with isn't due to my lack of trying. It is due to employees who were well meaning, but not well trained. I can't be the only person who ever wanted a prepaid phone for foreign travel. After being given 3 different versions of what was available, none of them was correct. Better training could have eliminated a whole truckload of frustration!
I was advised that I would receive an corporate discount from my job just to be given the run around for almost 2 months. I have been a T-Mobile customer since it was under Suncom. I had a conversation with 2 employees on 9/8 regarding my discount which I was advised (if you would pull the calls) that once I receive my discounts that T-Mobile would retroactive the months that I never received and was advised today 9/20 that I was given the incorrect information from Paula (supervisor) located in Idaho that the information that was provided to me was incorrect. This has been the worst experience that I received from T-Mobile. I will be searching for another provider, clearly your employees were not trained properly to be providing inaccurate information.
I am your customer for almost 16 years and am very dissatisfied with your t-mobile service. I bought my phone in t mobile store and seems they are not very competent to help me as a customer. When I came with my issues the lady said to me that she cannot help me because her job is to sell the phone. that i have to go to computer and call the 1800. Also, before that , the guy who help me to purchase the phone is I felt that he just want to sell the phone with out explanation. I paid my phone in large amount of money. I am sure you can check my billing and the amount.
I am adjunct faculty of one of the College here in Chicago .I met one of my students and found out that she is the manager of tmobile. She explain to me that I really paid too much and end up the right things.
I have to report this issues to someone (Consumer Affairs) because this is taking advantage for those people who trusted your company. Please send me my money back that you owe me. You charge me $500 plus and 244 plus for 2 lines without explanations. Trust is the best to get more people to rely in your company but if you have more complaints then you have more people to go somewhere else. Don't ignore this issues because people chat and talk , Thank you for your attention.
This complain is regarding the tmobile store at king of prussia. I went and purchased an Iphone 7 plus for which I paid $817 ,cash. I asked and was told by a sales.person named allysia that the phone is unlocked and I can use it the next day if I want in europe. When I asked her to please be sure before I pay for it because I am travelimg in few days and needed.to have a phone with me, her exact words were " no worries, from the 6s the Iphone makes its phones unlocked. I paid cash and left only to return after 4 days and ask for a refund . I was told they dont have the money and I should go and look at other tmobile stores hoping one of them had $817 cash to give me, because they had not made enough sales that day but even if I would come on a saturday they could not guarantee me I would be able to get my money, so I should go looking in other tmobile stores if any of them around the city had enough money or I could get a corporate check .This was unacceptable because when I paid I was not told that if I were to return it I only will get my money if the store has made enough sales that day. After they made some phone calls to other stores and 2 hrs of waiting ,there were no money found so I decided to get a corporate check and wait 14-21 days without phone to get my money back. Then while waiting for the check and after after 2 hrs and 15.min, they searched in the store and in all the registers and found some money and told.me they have to keep $50 restocking fee? For their mistake which the employee admitted in front of everyone? If you could check the cameras you will see what happened on Thursday, sept 14 2017 , 6-8:15. This was the worst service I have seen, the worst way I was treated from a store and its managers. And in the end they robbed $50 from me. I have been a tmobile customer for more than 15 years and this is not a way you should treat your customers. One of the managers that dropped by suddenly told me : " we dont have any money to give you , those are the only 2 options you have so either take it or leave it" unbelievable. I am requesting that the $50 they kept as "restocking fee" to be returned to me because it was their
TINASHA.......In TENN..Could Not Help Me With Problem. (tech Dept) She Is Unqualified To Hold That position In My Opinion.t) She Kept Talking Over Me. When I was Trying To Get Help. The Tower Was Down Or What''? Please Educate.The person She Is Inept in Her job. I'm Very Un happy with Your Service On This Date 9/11/2017 EST 1PM.
This is an example of how NOT to handle a identity theft issue!!!
I have file a police report as my account information and personal identification information was stolen/utilized by employee (sales agents) at the Bartlett TN location. Back in June 30th someone purchased an iPhone 7 and accessories on my account. Once I noted the issue, I have made over 10 phone calls to the customer service line with request for follow up. To date, I have received little to "no" follow up or feedback. At this point, I feel victimized twice ... Once by the sales associate and second by the lack of ownership by someone to ensure complete resolution. I hope this compliant will result in an outreach from T-Mobile's escalation team ... I'm considering cancelling my services and going to another provider.
T-Mobil is the last carrier I will ever purchase from. They basically, stole 3 relatively new Sprint IPhone's from me.
We took them up on their supposed better service and savings only to find that their coverage was well less then what it was proclaimed to be. We could barely get service from our home which is 6 miles outside a the Capitol city of MI, Lansing.
When we "switched" to them they had us send to them our 3 sprint (*nearly new*) Iphone's with the promise of paying any fees associated to switching to them as well as crediting us 250 per phone for the IPhone's that we send them, at the time these were the top phone (5S). Well, that didn't happen, they had us ship to them the phones in their provided boxes with their provided labels and then after asking repeatedly for our credits they told us that they never received them.... I asked them how that could possibly be the case since they provided the method to get these back to them. We went back and forth with them for several months and finally became tired of not getting anywhere. We then went back to Sprint and have been happy with our service since. After letting T-Mobil know that we switched they not only stole our phones but sent a collection agency after us to pay them for the balance (equipment) that *they* say they were owed for. We tried repeatedly to deal with them to get the proper credits we were promised and would gladly pay any difference once we received them but they did not comply with their promises.
I have had cell service with all of the major providers at one point in time or another and T-Mobil is by far the worst as well as the most dishonest. We are looking for answers in how to file legal action against them but they are the big company and me the average consume... I would like to have this resolved so they can stop damaging my otherwise perfect credit! We still have all of the shipping information that they had us send them our equipment with.
Looking for answers?
I was offered a plan of $130 for 4 phones unlimited with $10 off with auto pay, total of $120 after rebate. Ever since taking the offer I been in constant dispute with T-Mobile. At first, they said I had a different plan then after several disputes they would find the plan the offered me, then followed by a assurance that it would not happen again, but it kept on happening after each bill. The last dispute they claimed that don't have any such plain and that I was mislead. they offered a $200 rebate for my problem which I refuse. I would like for T-Mobile to honor what they promise
On July 11,2017 I reported my phone(Galaxy note3) lost service.
I deal with tracfone for the free service. I purchased a sim card for t mobile, which is compatible with tracfone service.
Having trouble getting it actived since I complained on 7/11/17.
Tracfone contacted t mobile about the problem on 9/2/17. We were told I'd have activation within 2-4 hrs. It's now 9/10/17 & still no service.
Now they tel me my sim card has expired & it will be 7-10 business days to send me the new one.!
You can't believe how frustrating this has been!! This is 3 months now without a phone, as a senior on a low fixed income, I'm unable to purchase even the cheapest hone.
What is the solution to this?
I need to make a complaint regarding the bill we have been receiving. I do not owe T-Mobile any amount since the last payment was made for $114.81 on 5/5/17, which was for the service period of 5/15/17 – 6/15/17. On 6/10/17 I called T-Mobile notifying that we were cancelling the service effective 6/10/17. I switched the service to MetroPCS on the same day, 6/10/17. I actually called T-Mobile from the MetroPCS store.
On 8/3/17 I received the bill for $509.79. When I spoke to Cheyenne (her Rep. ID 40517), a T-Mobile representative, I was told that it was for 1) Device we had from T-Mobile not returned 2) One line (my daughter, Nadia’s line), and 3) Service charge from 6/15/17. Cheyenne acknowledged that 1) I would return the device (I sent it back to T-Mobile by UPS next day.); 2) Service for Nadia’s line had been separated from mine; and 3) I cancelled the service with T-Mobile effective 6/10/17. She promised to clear this charge and make our balance 0.
On 9/1/17 I received the bill for $142.08. According to Belle (rep ID 280989), our balance shows 0, and she would text me the confirmation. She also suggested me to go to a local T-Mobile store. I never received text from her. When I went to the T-Mobile store close to my house this morning, I was told that I owe $142.08.
As I mentioned above, my last payment was made for 5/15/17 – 6/15/17, and I cancelled the service on 6/10/17. Therefore, I owe T-Mobile absolutely nothing!
I am a long time customer of T-Mobile who never failed the payment on time. I don’t understand why I have been treated like this. I switched to MetroPCS, which is your own affiliated company!
I am looking forward to receiving the statement showing 0 balances.
I purchased a 2nd line phone for my husband on 8/3/17 for a gift, but my husband is loosing his eye sight, I called T-mobile and stated that I have to go to a store so my husband can pick one out.
The lady send me a return label per e-mail. I sent it back on 8/8/ 17 per Courtney instruction.She also corrected my phone bill to $50.00 per month. I am 71 years old and will be issued credit.
I called back on 8/15/17 spoke with George who stated that they received my phn. and I will see credit on my charge account on the 8/19/17.
On 8/16/17 I spoke with Miquel after looking at my account on the website and found mistakes he said he adjusted my account
On 8/24/17 I spoke with Raya who said credit was issued on 8-19-17 She also adjusted my account again. Because it kept going up.
On 8/28/17 my statement on line says I owe $80.38 I supposed to get a $30.00 credit. Also no $106.00 credit to my credit card.
I had spoken with Nicco employee # 19460811 who credit my account down to $30.00 for September who stated he will look into why I did not received my $106.00.
I am on Social Security, who needs her money, so I can purchase a 2nd phone for my Husband
Please advise ASP
Last week, my sons phone just stopped connecting to the Tmobile network. I called Tech support to troubleshoot it, they recommended going into a store to see if the SIM card was bad.
I visited a store located on Roosevelt Blvd in Jax, Fl. The employee there told me the device was the problem, not the SIM card. The device still worked fine, it just couldn't connect to internet/ calling network. This employee initially told me he could switch out this phone for a new one with no changes in my monthly payments or overall costs, since this device wasn't that old. I agreed.. And then he tried to have me pay 76.00 for various fees.
I had him stop, put my current device back together and declined. It is not my fault this device just suddenly and inexplicably won't connect to the network.
I then called customer service. I spoke with Jeffrey in IT who again tried to troubleshoot the device unsuccessfully. He apologized, realized the device was NOT old enough to be having this problem and offered to set something up internally. He arranged a replacement phone, free of charge, to be shipped to another local store in Jax, Fl on 103rd St. I explained to him that my current device did have a screen crack and had for some time. He said this was not an issue.
When I went in today to finally get this new phone, the rep at the 103 St location,( Asst Manager, Romnick), REFUSED to give me the phone they received because my current phone screen had a crack. I attempted repeatedly to explain the process of what happened to him. He refused me when I asked to speak to a manager. He refused to provide me any contact information for anyone in Managements. When I pressed him, he gave me the WRONG e-mail address for the General Manager. He didn't apologize or even care to listen to any words that left my mouth.
I called Customer Service from the store and spoke with Drew in Boise, Idaho. He apologized and stated he would ship a different replacement phone to my home, overnight, free of charge. I'm expecting it tomorrow.
This employee at the 103rd location needs to be FIRED. I want correct contact information for management at this location.
I've been a customer for over 10 years and NEVER should have been treated this way. Ill keep reaching out to every senior level associate in this company if necessary. This person was HORRIBLE and this experience us ridiculous.
T-MOBILE IN CHATTANOOGA, TENNESSEE 37421 VERY UNSATISFIED WITH T-MOBILE PHONE COMPANY-
LOCATED ON GUNBARREL ROAD TALKED ME --(DISABLED WITH HANDS UNABLE TO USE OLD OBSOLETE NON WORKING--"DEFECTIVE" TELEPHONE FLIP TELEPHONE THAT I COULD "NOT" OPEN PLUS IT WAS DEFECTIVE--UNABLE TO HEAR WHEN RECEIVING CALLS OR CALLING OUT) PLUS ADDITIONAL PROBLEMS. THEY HAD THIS TELEPHONE ON DISPLAY---WITH NEW TELEPHONES. I AM DISGUSTED.
MY PHONE NUMBER IS 1-423-503-5636 (SARA KEY) ACCOUNT IS UNDER NAME OF ROY L. KEY 1-423-503-0000
PLEASE KNOW THAT I AM "DISABLED" AND UNABLE TO USE THIS DEFECTIVE TELEPHONE--AND I TRIED ANOTHER PHONE--TO HEAVY AND LARGE FOR MY "DISABLED HANDS"--AND THE STORE "CHARGED US A $50.00 (FIFTY DOLLAR-RESTOCKING FEE) THAT WE SENIOR OLDER PEOPLE CANNOT AFFORD TO PAY OUT. I AM 75 YEARS OF AGE AND MY HUSBAND ROY KEY IS 82 YEARS OF AGE--VETERAN DAV ON FIXED LOWER INCOME. I WANT OUR "FIFTY DOLLARS" REFUNDED PLUS I SHALL RETURN THIS OBSOLETE FLIP DEFECTIVE TELEPHONE WHEN I FEEL WELL TO GO TO T-MOBILE STORE. I WOULD NEVER RECOMMEND T-MOBILE FOR DISABLED PEOPLE--WITH NUMB HANDS. PLEASE RESPOND IMMEDIATELY. THANK YOU, MRS. SARA KEY 2326 GUINEVERE PARKWAY CHATTANOOGA, TENNESSEE 37421 HOME TELEPHONE 1-423-894-0015 DATE- AUGUST 28, 2017 MONDAY
I talked to t mobile representative about my issue but they are not trying to solve my problem and ask me for wait 24 hrs then 3 hrs and then again and again...
FInally they disconnected my phone without give me any answer, and i have every proof about it including communication on call and message that how rudely behave your representative to me.
I tried to solve my problem by messaging and by calling but on call they didn't give me any information and every time told me that your name is not on account so i can not help you but indeed my name is definitely on account.
So i'm very very disappointed for customer service.
I hope you will try to solve my problem and give me response as soon as possible.
My T mobile Number is +1 727-276-6519.
T Mobile is very unprofessional and unorganized. My phone went black and I called to purchase a new phone. It's been two week and my phone is still not here yet. Each time I call to check on the status of my order I speak to a different representative who provides me with different information. One time I was told it was coming the next day. Another representative told me a week from now. I even spoke with multiple supervisors. One told me a week and another told me 27days literally 3hrs later when I called. Its frustrating and very irritating. I have been with T-Mobile for about 2 years.. but this is absolutely ridiculous. I am always having issues with their services however their rates are good which is why I stayed as long as I did. But enough is enough, I'd rather pay extra for good service. I am canceling my services with this company.
My phone was cut off on September the 22 and was off the whole month of October until the 28 and T-Mobile is trying to charge my for that month by saying that they did not charge me but there was no credit on my bill for that month at all and it is not fair that I was charge. I argue with that customer representative that was not listening to what I was saying she had me to hold on for a manager which never came to the phone to talk to me.
I am so upset. I opened a new line on September in Bellingham store, the service is very good. They explained the term to me clearly. However, I got a text message on September 13, please see attachment which is the line is charged $0 and I called 611.
One of your customer service told me that there is no charge on the line as long as I use T-Mobile service. So I asked him that it means No charge on that line every month. He told me yes. But on Oct statement, I got charge and I called 611,the customer service told me to bring the text message to near T-Mobile store. I went and showed the salesman the text.He called the center, just told the salesman that it was a mistake. I felt very disappointed about the calling center.
Then I called again and told the customer service Raymond the whole story. He told me that he will adjust my monthly payment to $290.Every month from that day, I only pay $290.i confirmed with him again. He told me I only pay $290every month, not only on October. However, I got charge again this month, I called again but the customer service Owen just revoked the agreement between Raymond and me on behalf of T-Mobile, and I tried to talk to her supervisor Dexter who refused to talk to me. I feel very sad and disappointed that the two customer service persons do not cherish my business with your company.
I told owen that if you guys do not anything, I will bring the case to consumer affairs and small claims court,or court.because T-Mobile did not do any remedy action. But Dexter still did not do anything and even refused to have phone conversation with me. Do you think that your customer team respects the customer or me? If your company does not mind I bring this case to consumer affairs and Court, I will be happy to take this case to court. I hope that you can give me reasonable solution.
I own a business with a 715-463 exchange (our # 715-463-3663) and since May of 2016 customers who have T-mobile as their carrier 715-222 are not able to connect to my pizza business because the calls are dropped, routed to another phone number, or just never connect. I have been told that the calls go out fine to the switch (a long distance carrier), but not sent through to the local phone company (Grantsburg Telecom).
Our business depends on calls from cell phones and the T-mobile customers can't get through. There has been at least five trouble tickets issued with no solution to the problem or explanation of what is going on. Total and complete incompetence! I am currently soliciting information from every customer (offering a coupon) who uses T-mobile; asking them to write down how many times they have tried to order in the past five months and what they usually order.
This information will be placed on an invoice and submitted to a lawyer for processing. latest ticket numbers: 14135418, 14149006. My business records of sales comparisons from the past five years indicate that we have lost a considerable amount of business since May 2016 due to this problem.
I inquired recently regarding not being able to dial on a conference call number that I have been using for a long time and that now, I am being charged .01 a minute to dial in on this call. The representative that assisted me before I was able to speak to a manager was not aware of this change and that it was not new policy. However, she was able to eventually tell me that the changes were just made about 6 weeks ago. I am very upset that a notice was not sent to me as a customer to inform me of the recent changes. As a customer, we are spending a lot of money each month paying for the equipment and telephone bills, and as a courtesy, we should have been informed. Now I am unable to log in on the conference line each week.
Have a LG G4 handset that recently died. Told handset was on back order and possibly could take 2 weeks to receive device. I understand that it is not the carriers fault for the handset to quit working. I do, however, hold the carrier responsible for taking 2 weeks to get the replacement. We pay insurance so that any problems happen with handsets can be rectified quickly. We have been with T Mobile for 15 years, maybe it is time to shop elsewhere.
there was a promotion going on that t-mobile offer trade-in your iPhone 6 for free new iPhone 7, so i call t-mobile to place order for iPhone 7, the rep said my order was processed. When log in my account to check the order status a week later, i didn't see any pending at all. I called t-mobile and found out that my order never has been processed, so i try to replace the order, the promotion was already expired.
So i was so mad and switch to sprint, about a month later, the t-mobile charge me $150. the plan i used was the t-mobile one plan, i pay 3 lines get 1 line free, but i only used 3 lines. I couldn't find the 4th person to join my plan, so the 4th line was not being use. When i switch to sprint, i thought my t-mobile account was cancel. They charge me $150 for the 4th line remaining active. T-mobile is a big scam company.
I am a T-Mobile customer for more than a decade. My L-G4 phone, which is less than one year old, stopped working, so I took it to the local T-Mobile store to process a replacement per terms of the insurance policy sold to me by T-Mobile. The store tech determined that I had not damaged the phone and am eligible for a replacement ---in 29 days! Because it is back-ordered at the factory.
A replacement that takes 29 days is not in compliance with the policy terms I was promised when purchasing this phone and policy. I am told my option is to "jump" to another phone, the nearest similar model is priced at $499 --before taxes, with my "credit" of the balance still owed on the LG4, this would represent an additional $320. Why should I pay $320 when they owe me a fully functioning LG4, which they are pricing at $344.99 in their store? And they have these in the store.
I called the T-Mobile customer service line and was told it was not their problem because the manufacturer is back-ordered. But I did not buy this from the manufacturer, T-Mobile sold me, billed me, and collected from me, payments for the phone and the insurance.
i had divorced and separated back in May 2016 and my ex-husband had been cancelled off my t-mobile account, i have been calling several times and is still being charged for his phone he had sent back to the company several months ago. I would like to get this corrected ASAP this has been very up setting that nobody at the store nor on the phone can take care of the issue in getting this corrected. I don't agree i should have to pay for a cell phone he nor i no linger have and would like a reimbursement of the charges i have been paying throughout the months. It will not be hard for me to switch providers. This is very up setting that nobody can get this corrected on my account, not so much worried about the refund, just getting my bill corrected would be great.
I was mortified when I lost all my contacts due to lack of care or training. The sales person was apologetic for his mistake but that does niot help. I Grace been with you 12 years and this is my first complain I regret even getting a new phone. This person took upon himself to shred my sims card and also the chip that contained my fathers pictures I ask heart broken those were the last pictures I hear of him. Why are they not trained on this.
Called customer service 3 times. Got a different rep. 3 different times that I could not understand. Spoke too fast, could not understand them with there accent and could not complete my request. Been a customer 12 + years, never missed a payment and have never been late with a payment. Have had current phone for about 2 years and now can not understand any one due to the receiver of the phone (had to call on the house phone). Am wanting to upgrade to a GPS phone and I feel the prices involved in getting another phone are just too high. Since we have been a loyal customer for so long, and since we use to get free upgrades, I feel I should receive a free up grade at not charge seeing that the current unit is not working correctly and can not be used. I would accept a used or refurbished working phone. Do not need the latest, greatest or most expensive model. Only request is that it not be Pink.
Back in July I signed up for a plan with T-mobile. We were told that if we bought 4 Samsung J7 phones and upgraded to the 10G of data that the 40.00 for the plan and the 10.00 a month for the phones would be credited to my account every month. Well every month since then I have had to call customer service or go down to my local T-mobile store and fight for at least 1/2 hour or more to get my bill adjusted being told that it would not happen the next month.
I have gotten text messages over the last three months telling me that I was dropped from the plan and then re-enrolled in the plan. Every month I am told there will no longer be a problem. Finally this month I had had enough of the problem. I got ahold of customer service once again and was told that my complaints were not on record and that as of the 20th of this month it was finally added to my account to have the problem fixed.
I went to my local store and (they are awesome, by the way) they called and got the problem fixed once again and asked if there was some sort of compensation for my problems over the last three months and he was told there was nothing they could do to help me due to the fact that it was not their problem but that it was my local stores problem. It has nothing to do with my local store, all they did was sign my up.
They do not drop me out of the promotion or re enroll me in the promotion. That has to come from somewhere else. My rep told the customer service lady on the phone that he did not feel he should be responsible for compensating me on my bill, due to the fact that it was not his fault. The lady on the phone said there was nothing she could do. I am not happy with customer service. I have been a loyal t-mobile customer for two years now and I have paid my bill on time every month.
Fighting for a plan was not in the cards for me and i was not aware that I would have to fight every month for this upgrade. I am expecting some form of compensation on my account for the problems that I have encountered and all of the rude customer service people I have come across over the last few months. I will take this problem higher if something is not done to make me a happy customer.
I have been trying to solve a complicated issue for the past month or more. No one I talk to when I call customer service has been able to help me. On August 12th, my friend and I decided to switch from Verizon to T-mobile. She went to a T-Mobile store without me. She did not have access to our Verizon account, or any of the information that T-Mobile needed in order to port her number. The sales associate helping her told her it was no problem: He can just give her a new number and that he could port both of our numbers when I came into the store later that day.
I did in fact go to the same store, to the same person, a few hours later. He set me up with a new cell phone and ported my number. I was under the impression that he would also port my friend's number at the same time. He did not. I didn't become aware of this fact until I got a bill from Verizon that included both the remaining cost for my financed phone and a charge for my friend's line, since it was never actually ported. There is also no record of her trading in her phone. As far as I’m concerned, he stole her phone and lied to both of us.
The name of the person at the T-Mobile store in Tucson, AZ, is Eddie. I don't know his last name. His sales rep number is: 7980503. The store he works (or worked) at is: San Clemente Shopping Center, 3847 E Broadway Blvd #3847, Tucson, AZ 85716. I paid the Verizon bill ($154.89), which includes both the cost of my device buyout and a regular monthly bill for the other line that was never ported. I submitted the bill to Switch to t-mobile and was approved for a reimbursement of $54 (which, by the way, I still have not received).
I went to a different T-mobile store a little over a month ago to try to solve this problem. The manager there advised that I let him port my friend's number to my T-mobile account, so that I can at least get that part taken care of. I am still waiting for my final bill from Verizon before I can submit it for reimbursement. He also told me that he would put a credit on my account for the extra line for 4 months. After 4 months he said I could cancel the extra line. I got my new bill from T-mobile and it is $143.16. You can imagine why I’m confused as to why it is so high. I do not see the credit on my account for the extra line.
I would like to be reimbursed for the last monthly bill I got from Verizon for my friend's line (about $100). I would also like to be credited for the extra line that I currently have, that no one is using (there isn’t even a phone attached to the line).
Horrible experience with T-mobile. been a loyal customer for almost 2 years now, but extremely disappointed with my latest experience. I don't have a phone right now because they were not able to solve my problem. I use my phone for business, so basically I can't do my job right now. Extremely frustrated. They can't solve the issue and they don't have a loaner program while they are working on the issue.
I requested a replacement for my Note 4 (it freezes and goes crappy when I set it to mute). So after 2 weeks of waiting I finally got it. But the replacement I got was even worse (the girl at the store who did the transfer notice some glitch even before the transfer from my old phone started). After they did the transfer It kept on rebooting and it just freezes. When it rebooted... it goes really hot too. So I told them that's unacceptable. They made me call 611 (Customer support) and I know I got rerouted to a call center and the person I spoke to can't do anything but order another replacement which is in back order and credit me the $5.35 i paid every time I get a replacement.
She said I could ask the store if I could get a loaner phone. I went to the store the next day. The manager and the staff who did the transfer clearly knows that there is a problem with the phone but told me they have no loaner phone. In the meantime, they wont just give me back my old phone which was there in front of us because apparently it has to go to the warehouse ASAP. So now I have no phone at all. The replacement just died and I don't know how long a wait I have to get a new replacement.
T-Mobile, has being pushing me around since September to replace my phone Samsung Note 7 for the New iPhone 7 plus 256. They had take three orders and none of them has gone thru. Their customer service is not qualify to work with the system. Las order I place was in store, tired to deal with the phone person and while speaking to them about my order, they cancelled my order without my authorization and put me and the end of the line again pushing my shipping date from 10/18 thru 12/12. Very shady and unreliable company. I switch from AT&T after 8 years and I strongly regret it.
T-Mobile has advertised that they will pay your last bill if you transfer your service to them. This is untrue. Approximately 2 months ago, my sons decided to get off my AT&T plan and get a T-Mobile account. They've called an incredible amount of time inquiring as to the status of the payment, even receiving a text over a month ago (Wed., September 14, 8:09PM, as follows: "Free T-Mobile MSG: Your reimbursement submission has been approved. Please allow 2-3 weeks for receipt of your final payout via prepaid card."
Mind you, this came after we had waited a month for T-Mobile to pay the "final payout." Now another month has passed and nothing. T-Mobile keep telling my sons, processing. T-Mobile won't talk to me personally. This is very poor customer service. Why can't this just get taken care of as promised? Quick to add them as new customers, slow to cover their final payout. Bad business.
Cool pad battery overheated customer service sent whole phone back for replacement. When replacement phone arrived it was only the phone no battery or back cover. I have spent over 10 hours trying to resolve this issue. The phone was purchased at a T mobile store.The customer service has been awful. Today I have spoken with 7 people and been transferred 5 times. I have been trying to resolve this matter for almost 2 months. I had to purchase another phone.
I had a T-mobile plan with a corporate discount. I asked about family plan w/ discount and was told I was eligible to switch to the family plan and keep discount. I switched plan, and was processed for the corporate discount and all was good. I changed jobs and in 10/15, I again asked about the discount with my plan, was again told I could have my plan with the discount. Corporate discount was verified and applied monthly. All is good. In 2016, I stopped getting the discount automatically, and had to call. No problem.
Eventually I was referred to Migrations for resolution, and was told I never should have had the discount with my plan. I spent 3 months, and finally got it resolved. There was an email from a supervisor to discount confirming. Today I'm told no more discount. Call and email records stop 1+ month short of when I when this was resolved. Told can't get copies of my own contacts with customer service. I'm grandfathered in. Discount confirmed. Do not understand lost records or why discount is being yanked again. T-mobile website very clear that grandfathered in discounts (like mine, pre-2014) still qualify.
Please return my discount. I brought in 5 people (5 new phone) and in 1.5 years, bought 2 more phones. Very disappointing.
An employee at a T-Mobile branch in Tampa was in charge of merging two accounts. My husband and I wanted to be together in a family plan so we asked her to merge us into one account. She made my husband the account holder and supposedly canceled my old account. She forgot to tell me that I needed to pay for my phone in full that day before transferring to my husbands account because the jump service I was using couldn't be transferred. Today I got charged $404 without notice all because she forgot to tell me that I needed to pay that off.
She then lied and said both my husband and I would be making installment payments on his new account and today I found out it was all A lie. My account was overdrawn and now I have to deal with the fact that I not only have no money left in my account but also owe money to the bank. I want this issues addressed and acknowledged. I hope to hear back from corporate about this terrible experience.
I am customer of T-Mobile. I took the connection in July 2016. Before coming to India have requested in Store whether I can use the services in India or not. Got the response like I can use the service but they are going to charge 20c per minute. I am trying to use after coming to India. But I see there is "No Service" so have contacted Customer care services and they have done their basic troubleshooting things but no use. So they have raised a ticket and informed me the issue is going in 5 business days. it's almost 40 days. But the issue was not yet resolved. gain I tried to contact the customer care but got the same reply. But paying the bill on time. Not getting any proper service.
I have been a customer with Tmobile over 14 years. Today I walked in the store I've always gone to for questions, purchases or to make payments. They signed me in, a couple of customers walked in after I did. The employees helped them before me. I checked the sign in sheet and I was next, according to the sign in list. I confronted an employee that was helping the person who should have been helped after me. I mentioned to him that my name was next in line before the persons they were helping. He just looked at me and said "we'll get to you in a minute". I was so upset because of how he made that comment, and felt I am a paying and loyal customers also. Just want to say, the employee has attitude and picks and chooses who to serve next. Now I have to go back tomorrow and hope the don't have attitude.
I set up a family plan with T-Mobile last week in order to enjoy the free trade-in promotion with them. There are four lines in this family plan, and three of them need to trade-in. I pre-ordered the new iphone and finalized the trade-in process the day i set up the plan. But the other two, because the line are located in different cities, I have been adviced to ship out the sim card to them. so they can go to a nearby T-mobile and do service after then. Today, when the other line holder went to the T-Mobile store, the repentative told them that the trade in promotion was gone yesterday without any warning or notice. Right now, my old iphone 5 can't be trade in anymore.
Two SIM Cards Delivered - One SIM Card/Service Representatives Won't Cancel, 2nd SIM Card does not work. 1st SIM card was lied to by t-mobile customer rep and told was cancelled and follow-up again to cancel and got a bill for SIM card that doesn't work and I didn't activate but asked to cancel.
2nd SIM card I prepaid $50, my credit card was charged after I activated it but doesn't work and SIM pin code i gave to T-mobile customer rep doesn't work. My at&t account was cancelled by t-mobile when i activated the 2nd SIM card. This is my experience with T-mobile, mocked, ridiculed, dragged through the mud, stressed, taken advantage of for money and time and left with nothing - no phone. I included details in images below.
I am the owner of a Note 7. I have been following what needed to be done to return the phone for the recall. I knew, thanks to customer care that the phones would be arriving at the store on September 21, 2016. Yesterday, Sept. 21, I waiting outside the Tmobile store (307 E. Expressway 83, Mission Texas) When it opened I was one of two people waiting. We were both told that the phones were not in but would be arriving later in the evening. The representative said if we gave her our info. She would call us when they came in. She even put a phone on hold for us. About 12 noon she called and I rushed back to the t-mobile store to get the phone recall over with.
I waited an hour because it was busy. When the time came for me to be helped I was told that I needed a receipt because I had purchased my phone thru a third party vendor. I was frustrated, but understood. So I left the store. I had to be at work at 2pm and it was already past one. I arrived home, found the receipt and called the same store back. I spoke with Carlos who is the store manager there and the same representative who told me I needed a receipt.
I told him that I found the receipt, but had to be at work. I was to get off work at 6pm, I asked if there was anyway he could please hold the phone for me. He told me due to high demand he was not able to hold the phone that it was a first come first serve basis. I explained that I was first, that I had arrived at the store when it opened and was one of two people waiting first. He told me there was nothing he could do. There were six phones left and he was not able to hold them. I stated to Carlos that he was not making this easy at all. I ended the conversation.
I took the phone to work with me in case I ended up in the area. My job at times takes me in that direction, and sure in enough it did. When I knew that I would be in the area I called Carlos. I let him know that I was in the area, asked if there were still phones. He said yes. I asked if I could take me phone and receipt in......leaving it there so the paper work could be done and picking it up after work. He told me that I must in in store for the process and it would take anywhere from 30 to 45 minutes. I could not do so and my frustration had mounted. I could not understand why not one inch was being given. My family has been loyal t-mobile customers for over 9 years. I explained to Carlos that he was not trying to help me in the least and that I was doing every thing I could.
He gave no further help and I ended the conversation. I called my mother the primary account holder....asked her if she would go in and do the recall return for me, she agreed and I dropped the phone off to her. She then called Carlos to make she he still had a phone. He said he did not. My mom described Carlos as being rude to her on the phone. I am highly disappointed with the lack of effort on Carlos' part to try and help me resolve my problem. I feel I did all I could to obtain the new note 7 and exchange the other faulty one. Yet I still ended up in the same position in the end. The phone I have heats up quite hot and often. I have always given great reviews about tmobile.
My family calls me a walking advertisement, but yesterday was quite disappointing.
I changed my plan on Friday, September 16 to have unlimited text, talk, data and international calling. I still cannot reach my husband who is in the United Kingdom at this time. The call drops immediately and does not go thru. I have been with T-Mobile for at least 16 years now and am very disappointed in the time I have to wait for this issue to be resolved. If you cannot resolve the issue within the next 24 hours, I shall have no alternative but to go to another provider. The customer service representatives try to be most helpful and congenial but it is out of their hands to resolve the problem.
There is no opportunity afforded to the customer to know and utilize the mobile without boundaries program, until they receive their bill and then your very friendly staff suggest them to use that $10.00 program on their next travels. What is interesting is upon my stay in Mexico, I received a text telling me that my text were free and my calls would be .20 per minute. Wouldn't that been a great time to offer me a link to utilize the mobile without boundaries program. But no that did not happen.
I know others that have been ripped off completely by the lack of awareness T-mobile stands by. I always come with a solution to the problem. Put advantages to buying mobile on the payment page, everyone has to go there, A sort of did you know when traveling you can make major discounts with T-mobile? then list the different buy programs. That would be proactive. Currently T-mobile is reactive, they leave it to the customer to surf their site. I was told by one representative that my account was over a year old so it was not in my paperwork upon signing.
That went over bad. Also seeing as you can generate text with welcome to Mexico, add a link to start the Mobile without boundaries process. I know I will love it and I think it is a wonderful feature to show your customers they are valued and you have their utmost comfort in mind while traveling.
My husband went into the Local T-mobile store In Spokane Wa. He had his credit run and was approved for a account. The Sales person gave him a non credit account that charges 250.00 a month rather than 150-180 a month with credit. So we get the bill 250.00 and Alvin my husband calls to get a arrangement. He tells them the situation so they grant him 10 days to pay. I call to pay the bill. The customer assistance says. you have a zero balance. I ask are you sure? He says yes I am looking at your account right now. Your next bill is due Oct. 6th.
The next day the phones off. I call to see what happened and told the operator what happened. I asked to speak to a manager. I was given Arvin S. He was rude spoke over me and was saying you should have paid your bill. I told him I called and was told it was $0 owed. I thought perhaps the previous Supervisor put the account at zero for the tricky way we had been put in a higher payment account then we should have been. How could I pay a balance that was set to zero owing?
Tmobile like to waste your time, gas, and money. For a while now my phone has drained around 50% of its battery overnight. After talking to a phone technician for 2 days. I had to reformat my phone to make sure it was the battery that has a problem. He told me before I send it in for a manufacturer warranty exchange I should bring it in to inspect it for damages so I wont be surprised by hidden charges. When I brought it in for and an inspection the worker had told me that I do not have a problem and the phone is safe to exchange.
I continued to proceed with the manufacturer warranty exchange. Fast forward to next week. I come in after I received a messaging saying my phone has arrived. I came in to exchange my phone and they told me because I have a small crack on the screen I would be charged the full price of the phone. I told them what the other worker said the prior week when he has inspected it. They continue to say that they cant help me. If they had told me prior that it is a problem them I wouldn't have minded.
But after they have wasted my time, effort, and gas they told me it not they problem but mine.I have gone out of my way multiple time, driving to the store twice, multiple calls to customer services, and formatting my phone just to get my time wasted and ignored by the people are supposed to help me.
Horrible, horrible, horrible. I cannot begin to explain the horrendous service you can expect to receive once you walk into his place. I went into this store 3 days prior to actually buying a phone, as soon as I walked inside I had this lady follow me asking if I needed help I said no I was just looking she came up to me 2 time after asking the same question I finally asked her about the galaxy s6 edge (which was on display) if they had any other colors she responded saying yes. I came back 3 days after ready to buy the phone and a guy this time attended me I told him the phone I wanted and he said that it's on display but they no longer have it in stock I would have to purchase it online and walked away from me.
I then asked him to okay go through with the order online, a man standing next to me goes and asks what phone is he selling I tell him the galaxy s6 edge and without even thinking about it he gives me a disgusted look and says "eww" and then proceeds to tell me he is a manager at another store and that he knows about phones ( I have no clue how he became a manager with those non customer service skills). I then asked the guy selling me my phone if it was brand new and not refurbished or previously owned he clearly said "yes it's brand new" a week later and I still have not received my phone I get a call from t-mobile saying I had 48 hours from the day I ordered the phone to sign an electronic form (which I was never informed of) and thus my order was canceled.
I called t-mobile and re-ordered it which took another week and when I finally get it surprise surprise the box says pre-owned and to top it off the sim card doesn't fit. This store and t-mobile combined are just straight trash. To take your money they do with the quickness but to actually have good customer service is apparently difficult for them.
Went to my T-Mobile store today, Sept. 14, 2016 and thanked the man for NOT giving me any service! He was downright rude. I had two questions and since someone else there had installed tat drive well app, I figured they would know more than my local State Farm office. I was frankly told they had nothing to do with apps and I should go elsewhere. I intend to go elsewhere and seek a better and more friendly telephone company as soon as possible. You would think that T Mobile would hire employees with a better demeanor and who are not so slovenly.
This store is across from the Mall on 192 in Melbourne Florida and the funny thing is that they send you to that mall for a battery replacement...that in and of itself should have been a red flag. I must say that generally this is the worst employee I have seen there, but initially when I purchased the Galaxy 4 they did not transfer the info from my Blackberry and I had to go to Best Buy for that. Suggest that T-Mobile needs to hire better individuals who are not so nasty.
I went to visit a local T-Mobile to inquiry about portable wifi, unlimited talk and text and data, and to look at the phone and tablet selection. No one greeted me, or asked if I needed any assistance, another customer came in shortly and a representative urgently rushed to greet them and proceeded to assist them. I just left the store.
Been having trouble with T-Mobile lately. When I'm at home, the phone scrambles and disconnects while I'm talking to someone. Then I can't use the phone for about 15 minutes. So far, T Mobile can't solve the issue. I've spent hours on this. They sent me a new phone and the next day, scramble, scramble scramble. It sounds like a tape rewinding. Customer service told me I was receiving a credit which was a lie. It didn't happen. Then when I called and asked for a supervisor, the rep kept saying, "Don't worry about it." I waited for a long time to be connected to a supervisor and he transferred me to another rep. So I tried to talk to a supervisor again and was transferred to someone's voice mail. This is lousy service and I'm ready to change to a new carrier.
As a new 8 day customer I am totally blown away. Excellent telephone service, great customer service reps experience, but I've had nothing but issues with my iPhone 6s device itself from day 1, if you were to research the notes you would be informed of my issues. The very first day. I had 5 dropped calls, then I found out that my data wasn't provisioned correctly therefore i could not use data. I had to call three times to your tech support reps whom I would have to give excellent scores to for their hard work.
Why did I have to call because I had go reinstall apples software just to place a call and use data. Finally if I wish to upgrade my telephone to your new iPhone 7 which is a win win for both your company plus myself I am forced to pay a fee, pardon my language a (bull****) $50.00/$75.00 restocking fee. Next, I wouldn't be able to use my prepaid iPhone 6s balance of $189.99 cash which I paid towards the iPhone 6s towards for the purchase of a new iPhone 7. Therefore I plan to just return to return to the store and pay the restocking fee for the iPhone 6s and just get my cash back while using my unlocked iPhone 6 from At&t.
I place an order online for a new iPhone 7. I received the email with Equipment Agreement & order #. when I check the order the next day, it stated it can take up to 48 hr to update ( I check a few time). I called after the 48hrs and was told by the rep I had no email on file, yet I received the first email. and my order was canceled and she could not help. Asked for a supervisor, the supervisor was going to place the order for me, gave her my card number which repeat back wrong twice, them tell me it was denied, gave another card same repeating wrong numbers again denied. after 30 minute I gave up and was not going to give another card number. I guess T-Mobile does not want me to buy a new phone.
I've been a customer of T-Mobile for many years. I made the switch from Sprint to Suncom before it became T-Mobile because of poor customer service on Sprints part. My account is in good standing I have 4 lines. I recently moved from Asheville NC where service was so so due to the geography I would drop a call every now and then and because my house was in a cove I used my WiFi a lot but I was able to get calls or make calls when I needed. Since I moved to Elkhart IN and spend 98% of my time in Middlebury IN and the other 3% Driving I might as well not even take my phone with me because I have little to no service here. I use wifi whenever I can but I don't feel like I should have to.
At first I thought it was my phone so I took it to the T-mobile store at the University park mall in Mishawaka IN and had the Sim card replaced and checked to make sure all my settings were there for optimal service. Drove back out to Middlebury and still no service. The clerk at the store told me service is bad in that area because it's an amish community and it's just not needed out there. Well I beg to differ it's very important to have cell service no matter where you are after all it is what I pay for. I use my phone as a gps and I use Spotify for music. I am retired from law enforcement and My wife works in the medical field and has to be in contact with her office at all times so you can imagine how big of an inconvenience not having service when you need it has been.
Not to mention my son who also has a phone has no way of contacting me from school unless he uses a land line. Once again something we shouldn't have to do for the amount of money we have spent. And even then if he tries to call me I won't get the call until I can connect with wifi. And sometimes that doesn't even work. It's extremely frustrating even when we are in Elkhart if my son goes for a bike ride or if my wife goes running communication can't happen because of the lack of service.
As it stands now I don't have many other options but to find a new career or service and that sucks because up until this point my services with T-mobile was something I would brag about not just the call quality but the employees at the store in Asheville NC off Patton Ave. Who was always ready to go above and beyond. I'm really disappointed and feel really inconvenienced at this point.... but I don't have many other options. I need to be able to make calls and receive calls on the go and not tied down to the wifi at my house or the local McDonalds if that was the case I would have stayed with my home land line and never invested in my cell phones. I understand why service was spoty in the mountains of NC but the idea that it's this bad up here is just not right.
I'd love to find a way to resolve these issues not only for myself and my family but for the thousands of tourists who come to this area who run into the same problems I have... I have attached the location of several towers or at least the ones that showed up. With winter coming it's vital for my wife's safety my son's safety and even my elderly parents to be able to reach me my wife or my son.
The original plan I signed with T-Mobile was for unlimited local calls and texting. Last month I had someone visiting from Europe and I gave him the fourth line that we do not use in order to be able to contact me for the duration of his stay. My phone bill for the month is 1200. I was never notified by T-Mobile that there were called being made internationally. When I became a T-Mobile client I specifically told the salesperson all I wanted was a set deal only talk and text. I have spoken to several personal on the phone and I do not get any correct answer to my problem. So I am vey dissatisfied and I will be leaving your service. I have been with you for four years and have gotten no promotional deal with you, I have also paid my bill way ahead of time. If this is the way you treat your customers then you do not deserve my or my families business.
I purchased a phone at the t-mobile store. After about two weeks I realized something was vert wrong with the phone call connection. All was well with the other apps. So after trying for a week strict to get the phone fixed, exchanged and re-evaluated, no go on the phone calls. Now because I started bringing it in 7 days after the "buyers remorse" period, the won't reimburse me, take the phone back or be credited for it on my account. How can t-mobile sell defective products and not stand by them when something goes wrong? Especially if they keep saying this is not a common problem? Also, the warranty exchange phone was so defective it would not turn on! T-mobile has been trying to sell defective phones, hoping to not have returns by having a crazy short period. Most retail stores have a 30 days return policy. Why 14 for t-mobile? Because they know they sell defective devices.
On July 28,2016, while shopping at Westown Mall, Knoxville, TN. I went to a T mobile Kiosk booth to inquire about my account. I approach a representative (Yessmean or something like that) to ask. While i was asking her about my account, she ignored me completely and she started using her cell phone taking pictures of the mall. BTW, NO customer(s)was present at that time and there were three reps manning the booth. My fiancee was there and witnessed everything that happened.
I immediately called (611) T mobile customer service number to register a complaint about the horrible "customer service" (or non existent ) I just received from their kiosk booth. The person (Brad, i think the name i spoke on the phone) stated that there is no need to talk to management because he said that he will take care of it. HE did not mention his job title.. Forgot to ask. If I could, I want to rate my experience with a negative star review on this complaint board. Yes, that bad!
The sales person set up the rebate buy one Samsung 7 and get one free. They turned down my rebate because they said the sales person did not set it up correct. I have called several times and went in to the store. The store manager from Elk Grove said this would be cleared up and he would call me. I just received a text from T-Mobile with my bill and it still reflects the discrepancy.
The problem with this is that I did not go into the store planning on buying three phones. I went into to get a birthday present for my stepson, which who only wants an I-phone. Also, I needed to get a replacement phone for my husband because he broke his phone while we were on vacation.
I have been getting the run around from one person to the other. I am frustrated and want this taken care of. Right now I feel like walking in the store and turning all the phones in and going to Sprint.
I have been having hard time with the representative and nobody was able to solve my problem. T-mobile keep sending huge bill every money. About four month ago, T-mobile sent me a new phone which I was charged $175. Although, I have insurance on the old before it got broken but T-mobile still charge me. I agree to pay the amount which I already finished the payment. But to my own surprises, the same bill keep showing on my bill.
I'm frustrated and regret having T-mobile as my carrier. I introduced T-mobile to all my family member but they are blaming me for it. I regret why I did that, I wish I had known T-mobile is not good I wouldn't have introduce it to my family. I wish somebody could help me out because have spoke with more than 20 representative already they couldn't solve the issue. I have been paying more than I suppose to pay .
After being with T-mobile for 12 years I will leaving them as soon as I get my billing resolved. Their customer service is horrible, incompetent and rude. I moved from a personal account to a business account in March and asked them to close my personal account. This still has not been done, every time I call they say its all done, I should wait for the next bill it will show all the adjustments. I am still getting duplicate bills, one for the old personal account and another for the business account. Its not the old T-mobile I know and frankly I have had enough. Good bye and good luck. We need more competition.
Our basic plan billing was for basic which states on the bill that we have unlimited talk ,text and high speed data. We discovered among the charges (a series of letter ad numbers) a charge for 5GB data. After an afternoon for transfers from place to place we found out that the charge was for extra 5GB and that the basic statement of unlimited data meant limited to 2GB. They ain't going to refund the 2 years they charged us and said that the wording might be changed on future billing.
Service in my local T-Mobile store has been a pretty bad experience. I was promised a low price on my plan but they raised it to double than to what I was told, the employees ignored me when I walked in, they helped the other people that walked in after me.
I'm General Manager of a store in Houston. T-Mobile is screwing over people like me. The T-Mobile associate came to MY workplace, approached ME saying he could do me a favor. I'm assuming he's paid on commission after all this. My contract at the time (May 2016) was with Sprint. I was paying no more than $92/Mo for the service and an LG G3. The T-Mobile rep said he could match the contract price, and get me a better phone if I just paid the down payment / activation fee. I did. I paid him $100 on the spot. He informed me that I would receive a last bill from sprint, and that I should send it over with my phone to have the amount credited.
I received my last bill from Sprint around the same time as my first bill from T-Mobile. The rep assured the bill would match my Sprint bill but now I'm being charged $127 by T-Mobile for a single month's usage. I'm told that is because of "Prorated Billing", something the associate never discussed with me but now I'm told that I have to pay for an additional month. A little upset.
But now I'm being told by T-Mobile that it is "too late" for me to send them the bill or the phone.. I have a G3 in perfect shape and a phone company that's still billing me for service that I "cancelled", so the service transfer was apparently never run by Sprint. The associate told me I would NOT have to contact my old provider, and that T-Mobile would "Handle it" but in the meantime I'm still receiving bills, and T-Mobile is refusing to honor the original deal I had made, and that deal is the only reason I left my previous contract.
Now T-Mobile's "favor" is forcing me to deal with 2 phone providers billing me $150 and $170, when before the only payment I had to worry about was a one-time $92. Tell me why I switched? This is definitely something worthy of small claims court.
None of the retail stores have updated software for transferring files, contacts, photos, etc. when upgrading devices. In particular, for Lg G5. I was there for over 2 hours and each attempt failed. Corporate needs to update and/or replace the existing software/machines. Customer care was unhelpful and rude. But, the in-store manager was attentive. I expected better in so much as I'm a customer since 2004.
Had a phone that was purchased from T-Mobile May 2015. Phone was not charging. Sent phone back in January 2016 for a fix or replacement since it was still under warranty. It has been 6 months and still waiting. The information I receive tells me to keep checking every 10 days. Seriously fed up.
I have been on the phone 5 hours trying to get your 25 dollar monthly service only to get the run around and was told I will get the 4 g service and never got any resolution. That is incomprehensible and abhorrent. And was treated like a piece of shit.no company should treat someone like that. You are the worst company. Shame on you. You wasted my entire day and still no resolution!
I signed up with T-Mobile back in February of 2016. me and my father ordered 3 phones and two tablets. however customer service did not check our address to see if we had a service which we did not. we had to wait for a cell tower to be sent by mail because none of our stores actually carried any.... which did not work. we had to then wait for another cell tower to be sent by mail ----all the while doing without phones because we absolutely had no service.
First of all they sent the wrong phone for my father I reordered another phone for him and they sent me the exact same phone that I was waiting to return to them. They did not set up my insurance as I requested my account went without insurance for 6 or 7 days until I had to call and speak with a supervisor to get it corrected because the customer service representative could not do it and would not do it. Every CSR that we spoke to there at T-Mobile was more rude and more rude with every phone call and every problem that we had!
I finally spoke with supposed manager by the name of Cody who was the most rudest person I've ever spoke to...he did not care about our issues or our problems and that made the final decision for me to cancel our service and to send back the products that we had ordered. We returned the phones and tablets within the 20-day deadline and they still billed me for a month of service and they also billed me for data charges which were not correct because we absolutely didn't even turn the phones on. I called and spoke with a supervisor named Marty or Monty on 4-27-16 and he said that he was going to take care of the bill...and that we shouldn't owe anything and that we did not use any of the devices and that they were actually still in the original boxes!
We were still billed for data charges and the phones and tablets were never taken out of the boxes. we never even called anyone we never sent one text message or anything. And now my bill has jumped from what was originally one $198.29 to $952.50 !!! miraculously they are charging me for canceling my service when everything was returned within the 20 days of us ordering the service and the cell phones and tablets.
I have tried several times just since I receive this building to contact T-Mobile and speak with a supervisor and everytime I call I have to go through a 45 minutes to 1 hour whole time just to speak with someone who can actually transfer me to a supervisor to get this account taken care of. I know that they are able to look at the account and verify that there was no data used at all either for the cell phones or for the tablets. I have been told twice that they would return my calls I have not received a phone call back I will not pay a bill that I did not incur I did not use any cell service I did not use any data I did not use the tablets or the phones and I want this bill taken and written off and I will never ever recommend T-Mobile to anyone even if they were the last cell service on the face of this Earth!!
We learned from friends that T mobile has” buy one, get one free” promotion for Samsung Galaxy S7 phones in March 2016. Considering that T mobile is a reputable company, without any doubt we decided to catch the deal and switch our cell phone service from AT&T to T mobile. We went to a local T mobile store (store 5879) in Gainesville, Florida, where we bought two S7 Edge phones on March 15th. At the store, we specifically asked the store associate what we needed to do to get the get-one-free rebate, and we were told that all is set and we just need to wait for the rebate card which would be mailed to us in 6~8 weeks. However, up to May 13th we had not received any rebate card or email of any sort confirming that the rebate was being processed.
We became suspicious and called T mobile customer service to check the rebate status. To our surprise, there is no record of our rebate in T mobile system. The customer service explained that in order to get the rebate, either the store associate or we by ourselves need to fill up the rebate application online shortly after phone purchase. Since it was already 8 weeks past the date we purchased the phones and the promotion had long expired, we could not apply for the rebate anymore but were advised to contact the local store to get the rebate.
We therefore went back to the store and talked to the store manager Janneth Wagner, with whom we had the most unpleasant and humiliating experience ever in my life. In an extremely condescending tone, the manager refused to take any responsibility and made excuses to blame us for the mistake which was obviously made by the store. She claimed that we had to use the phones and keep them active right after purchase to get the rebate. But later she admitted that there was no such requirement written anywhere in the contact or the promotion. Even worse, because we are not American, she said that it could be that we didn’t understand what the store associate said (in English) when we purchased the phone.
After a long negotiation, she said that she would call T mobile later to see what we could do, and made promises to get back to us on Monday May 16th. We waited till Tuesday morning, without any message from her. The get-one-free rebate is $ (779.99) is not a trivial amount of money to anyone. And no customer deserves to be treated like what we did by the store manager. We sincerely believe what we have experienced does not and should not represent the service ethic of T-mobile. During the whole time, the store manager Janneth Wagner was shirking their responsibilities and blaming us. We should not pay for T-mobile store’s fault (3606 southwest Archer Road). We are hoping somebody can help us get the rebate what we deserved.
Been with T-Mobile for 10 yrs or more. Have been using Samsung for years now. Lately I had problems with Samsung within a year or two on two phones (for me and daughter). I am new to using iPhone. I purchased two equipment on 5/9/16 at the store located in Mason Katy TX. Richard was the CSR. He was great.
The problem started next day (5/10) I could not remember a pass code to enter in and use the iPhone. Tried fixing it on our own but apparently we weren't able to complete the process. I took it back to Richard after so many calls from T-Mobile, they said they can't help us over the phone, the device is defective. 5/11 I went to the store. My frustrations is utmost due to a lot of calls I missed. Went to the store hoping it will be resolve after office hours and have not eaten anything yet. Richard went back and forth - he was nice all the time.
Then he said that he cannot fix the iPhone because it's my fault that I locked myself out and that I bring it to the Apple store. (The Apple store is 18-20 miles away.) The iPhone is under my ownership. ----- I was so furious. The lady (CSR) inside the store follow through with the same response, stern look on her face even though she said "I'm sorry". The other CSR, male, came forward to Richard, walk around and I am waiting if he is coming to rescue, but instead made a smile walk around and look what Richard was doing and went back to his area. I asked Richard if I can go to a Corporate store and he said "No" only at Apple Store.
I left the store, drove down on a rush hour time. I called 611, around 6:30 and the lady understood my concern and patched me to a iPhone expert. I believe he truly is. He recommended to go the nearest Corporate Store, which was on Fry Rd and Sams. I went over there and a young lady reset my phone.
I traded in my iPhone 6 at a T-Mobile store with the understanding that it was worth $230. The person at the store and I did everything to the phone that we were supposed to do and I then mailed the phone in. T-Mobile now says that the phone is "Blocked" and is therefore worthless. I have requested that they return the phone to me but they refuse to do so. The T-Mobile store has tried to help, but to no avail. Customer service refuses to ship the phone back even though I have offered to pay any shipping charge. As some of us have learned from San Bernardino phone, if they attempted to get into the phone they may have bricked it. A simple text message from them could have solved any issue. I have enclosed the photo they sent me which seems indicates that the phone was not bricked when they received it.
I MOVED OVER TWO ACCOUNTS FROM VERIZION TOT-MOBILE IN SEPTEMBER WITH THE UNDERSTADNIG THAT MY TERMINATON FEE WOULD BE PAYED. THIS WAS NOT PAYED, AND I WAS FORSED TO PAY VERIZION $600 OUT OF POCKET THAT I COULD NOT AFFORD. I HAVE MADE NUMEROUS CALL TO GET REIMBURSED
BUT NO ONE SEEMS TO KNOW ANTHYING WITCH IS REALLY ANNOYING. THE PROMOTION STATED THE T-MOBILE WOULD PAY THE FEE, I HAVE SENT IN COPYS OF THE VERZION BILL SHOWING THAT I HAVE PAYED THIS. PLEASE GET BACK ME ASAP, I HAVE WAITED LONG ENOUGH.
Salesmen in T-Mobile Stores are trained to mislead your customers. Nothing against your salesmen, but your method of training by misleading hidden costs, is a joke. What happened to being honest to the customer? My reception in Bremerton, WA is terrible. Five city blocks from your store sucks! The salesmen are polished on their reply and probably deter most of your patriots by pointing out a near tower However, the fact is reception is down to one or two bars only five blocks in any direction l was offered a free router for home but it's $99.
After purchasing a screen protector for my new cell phone at the Massapequa mall I began to install it based on the salesman saying it was easy to do. After noticing some bubbles the salesman had stated it was self healing and would go away in a short time. I then left the kiosk only to turn back because the bubbles were bothering me. After returning back the salesman claimed he could fix it, he then took my phone and began strenuously depressing and rubbing on the screen.
This force caused numerous scuff and scratch marks on the screen protector and had done nothing to remove the bubbles in which he stated he could do. At this point I asked for a refund due to the fact that I should not have had to pay for a damaged item. The salesman refused to issue a refund stating "there is nothing I can do". I was very shocked to see the level of carelessness shown by the 2 employees. Additional information as follows: Item=. 1 SUPM46710 Samsung GS7 PG roll-on extreme impact $27.15. T-Mobile 4369, 10 Sunrise Mall STE 10, Massapequa, NY 11758.
I have been with tmobile for over ten years. I have the cell phone call the wing. I am told this phone was discontinue now I can no longer locate a battery for the phone. I am paying for service but if I am not near a outlet I can not use my phone. My battery life on my phone is a little less than 45 minutes. The only thing everyone in your customer service department wants me to do is purchase a new telephone. No everyone those over price telephone/ new two years plan/ more costly plan. Never did not receive a notice that my cell phone was phase out. If I would have I would have purchase more than one battery for this cell phone. I have been to countless store checking to see if I could locate a battery, with no success. I this how a company suppose to treat a loyal customer.
In mid-May from last year, my fiancé and I decided to switch over from AT&T and Sprint respectively. We went to the T-Mobile store at 82 Lakeview in Clifton, NJ. The manager/team leader was a bit pushy, but the gentleman who assisted us was actually pretty nice and very mellow. We discussed the estimated monthly bill. Understandably, the 1st bill would be more expensive, but the guy said it would cost less than $150.00 per month including EVERYTHING. (Issue #1)
At that time, he gave us a credit for my HTC M8 Harmon/Kardon edition and my fiancé's iPhone 4. We were given $155.00 for the trade-in. (Issue #2: Will explain further down)
Essentially, we only wanted to get the phones, get our credits to cover the termination fees, and buy the accessories online since they are much cheaper there. The guy said we could pick a screen protector and a phone case per phone. We told him we didn't want the items since they are pricey and we were going to buy them online. He said to not worry about it since they were having a promotion and those accessories would be free. (Issue #3) We were pleased to find out such good news. So we both picked a screen protector and a phone case. After everything was totaled up and things were discounted, we paid for the down payment and left.
Issue #1: Fast forward to the 1st statement. It came out to $168.45. We didn't think much of it since the gentleman did say it would cost a little more the 1st month. Then came the 2nd and 3rd statements. All the same amount. We thought it was weird so we sat down and looked through the charges. $20 for JUMP for both phones. That was an additional cost the guy didn't mention. He specifically said EVERYTHING would cost less than $150.00 per month. Him failing to mention the extra charge is basically cheating.
Issue #2: My fiancé's termination fee was $324.90. He was given a credit of $169.9. The remaining $155.00 was never given to him. According to the T-Mobile rep I spoke to over the phone, he said this credit was given to us upon payment of the initial cost and if it wasn't, it would appear as a credit on our next bill. The $155.00 credit we were given was from the phones we traded in. So the credit they deducted from the trade-in had nothing to do with his switch over rebate. We are still waiting for $155.00.
Issue #3: During the sit down to look over the charges, we found out that T-Mobile was charging us for the "free" accessories. This is also cheating, stealing, fraud, and a lie. I wouldn't have had an issue if the gentleman who helped us was honest to begin with instead of hustling us and taking advantage.
Every time I called T-Mobile, I was transferred to another rep or another department. It's ridiculous and time consuming. I believe they do this so the consumer gets tired and eventually gives up. I haven't given up. We are owed $155.00, a reduction in the phone bill, and the cost of the accessories. Regardless of the actual total amount, this is robbery. It's nice to know T-Mobile teaches their employees to lie, cheat, and steal.
I transferred my service from Sprint to T-Mobil on or August 1, 2015 at Store #9716. At that time. I had an iPhone 6 and a Samsung tablet in my possession. Both were traded in at the time in this particular store located at 8498 S. Sam Houston Parkway Suite 900, Houston, TX 77075. Your policy states: "get up to $300 for every trade-in. Plus when switching from an eligible carrier, have your switching costs reimbursed or get credit within 2-3 billing cycles." I received a new iPhone 6 and an Alcatel One Touch Pixi 7 tablet (which I had not heard the name before) on the day of exchange. It took over months before I received a termination fee of approximately $298.50 from T-Mobil because of their computer errors.
I did not realize until a much later date, that I was also to receive an early termination for my Samsung tablet. That is when I got the run-around about the issuance of these fees. I had made several calls to the store and discovered that the representative had moved to a new store in Webster, Texas. I traveled to Webster to speak to this representative in January 2016 to try to settle this matter. He was willing to help settle the matter and gave me an email address to forward a formal complaint. I am still in debt to Sprint for $585.27 which I am unable to full pay before it is sent to a collection agency. The final note in this dilemma was that T-Mobil was giving a total of $200.00 for the Samsung tablet.
It was also noted that due to the time loss that they were unable to give it me for my Sprint account. It was applied to my T-Mobil account. I am a retiree living on a fixed income with a budget meeting my everyday needs. It is not always an easy task when you live on half the salary that you are comfortable living on with the economy steady rising. At this point, I am at a total loss why this was not totally done appropriately in the beginning to avoid all that I have gone to meet my basic needs and try to pay two cellphone bills at the same time. I am insulted and humiliated how this turned out. Thank you for your cooperation in this matter.
I placed an order on Jan 5th 2016 The rep told me I was getting a I6 plus w/128gb, they would pay any fees for transferring from my former carrier, I could keep my existing number, and a 2GB plan, I was rushed into a quick Esign and after printing off contract within 3 minutes.
I called T-Mobile to cancel, it said a 6gb plan and a 16gb iPhone along w/a new phone number. I was told they had to ship the phone, I returned next day and still haven't had my almost $400 returned that they took out of my account. I've called 17 times and I'm ignored at least 8x and each time I'm promised my refund, I still have not received and it's almost 4months, plus they keep sending me a monthly bill.
I have a feeling this will be ignored, but I must speak out. I bought a hot spot and refill card in September 2015. In October I used a credit card to purchase data. The following month I decided to use my debit card instead. I was told I could do that online, which I did. Then I find that the credit card and debit card were both being charged since November. I certainly never received twice the data. I spoke with billing and customer support on 3 different occasions (no one has a clue about anything by the way)they said credit card would not be charged again. Didn't happen had to put a block on credit card to stop the charges.
Now your horrible web site won't let me do anything...can't purchase data at all I have to call which takes way to long or go to the store and purchase a refill card, and then find out your refill cards don't even refill I have to purchase a new card every time! I am extremely dissatisfied with T Mobile. I was with Virgin Mobile for years and never had an issue, not one! Guess where I'm going! If I could give you minus stars I would. The worst customer service ever. It has been a nightmare trying to get my issue resolved.
I received a replacement phone from T-Mobile in November, and I shipped my old phone back in December. However T-mobile states the phone was never received. But, I was not made aware of this information until the charge was placed on my account. I visited the UPS store I sent the phone thru, after spending 2 hours there only to find out my phone had been sitting there the entire time and was never shipped. So, that day I made sure the phone was shipped, well T-mobile states because its outside of the 60 days I will still need to be charged $699.00 for the phone. I don't understand the integrity of this decision especially since this phone is now with T-mobile, and can be sent thru the refurbished process and then sent back out to sell to another customer.
I even advised the Manager, that in part to my phone being shipped in December, that I visited your North Richland Hill Store Multiple times because the store rep erased all my information by accident, and the store was trying to come up with ways to retrieve my information instead of just admitting the ball was dropped. Overall I spent about 15 hours with your in store support and still the problem created by the store rep was never resolved, and never was I offered compensation for the huge financial problem this caused me. I've lost about 400 clients and still have not recovered the entire 400 lost. I do not feel the $699.00 is valid and when I inquired about the charge to cancel my account your staff pretty much gave me the red carpet to leave. I've never witnessed a Customer Service so eager and happy to lose a customer. Your assistance with resolving this matter will be greatly appreciated.
I am charged for $10,000 worth of minutes use. I have been calling internationally without being alerted that I am over using international calls. I feel exploited especially when I was asked to pay this huge bill and CAN'T. When I over use my data, the company notifies me about it so why didn't they do the same with international calls?
Hello Mr. Legere, I know you are the CEO of T-Mobile. I am a customer and I must say I am not satisfied. I want to make my complaint brief but it hard to do so with the level of frustration I am feeling. I purchased a Samsung 6 Edge and have been with you for almost 2 years. About a week ago my phone was not working and no one seems to be able to get it functioning so I called the 877-413-5903 customer service number on Monday at 4:19pm (for 17 minutes) and 4:37pm (for 12 minutes) to which the sales rep was assisting on a replacement phone.
In the mist of the call I was inquiring about the LGV10 and he stated that I was eligible for the Jump on Demand. I asked how do I go about that he stated that once my replacement phone arrives to I could take it to any T-Mobile store and request for the phone.
I then asked him if I had to pay anything and when he searched on his end he informed me that I would not. Well on Tuesday, February 16, 2016 I went to the location on 1146 Connecticut Ave NW Washington DC I spoke with a Sales Associate by the name of Geimo ( I may have mis-spelled his name) and he even checked the system and said the only thing I had to pay was my past due balance of $267 or $261 somewhere in that ball park. I told him that I would have to come back to which I did however he has left for the day so another gentleman assisted me but proceeds to tell me I had to pay a deposit of $285 even though I am doing the Jump on Demand.
He then proceeded to sell me a different plan to which I am not sure I want to continue with what I have given the level of false information I have been receiving. I did tell him that upon speaking to the initial rep on Monday, February 15, 2016 there was nothing I had to pay. So on Tuesday, February 16, 2016 at 5:50pm I was speaking to yet another rep from the 877-413-5903 number and he was saying the same thing that the initial rep stated from Monday but I informed him that I was about to get on the subway and could he give me a call back at 6:30pm so that we can clear up the miscommunication of what I endured so he stated how about I call you at 6:35pm to which I agreed.
Well I never received that call. I had to end up making yet another call to speak with yet another rep at 7:33pm(called lasted 28 minutes) to which I was still unsuccessful in receiving any positive outcome…I did get an apology for the false information from the sales rep on Monday, February 15, 2016 but that does not help me. I was told that I had to be a valued customer for at least 3 years before I could receive an no down payment on a device with the Jump on Demand.
Livid is what I am, so you mean to tell me even if I left from one wireless company to come to T-Mobile I am not considered a valued customer because I have not been with you all for 3 or more years…Wow smack in the face when I was informed that, the sad part is I had my daughter leave from Sprint to come to T-Mobile on my plan and I must say I don’t them I would recommend anyone else if that is the case. Yes I pay my bill monthly, I do not let another month overlap.
I am not sure if you are the right person to reach out to but I just had to try, yes I want the LGV10 and I would send the Samsung 6 Edge but I shouldn’t have to pay a deposit if I am and already been a customer.
I've been a customer with you for 3 years, and I would like you to look up my account. I have never missed a payment and I am now complaining because recently, to be specific November, 2015 I added my friend and landlord Lawrence Spearman to my line thinking that we would with combined bills (because he had a T-Mobil account also), our bills would be less.
T-mobile customer service representatives never told me that if I put him on my account that the extra equipment he was still paying for would not be able to transferred again if I want to go back to my original account. I talked to your specialist who told me that he should have paid the equipment in full before your company could switch him to my account.
I was not under the impression that Mr. Spearman had extra equipment on his account (an I-pad and key board) that would make his bill higher. So after an month of seeing how much the bill was and finding out all the extra-charges on the bill. I preferred to go back to my past service paying only $156.00 give or take more or less each month.
Which we did, he agreed also to go back to his original account and he would be responsible for paying his account. Now your customer service reps will not transfer his monthly payments for his I-Pad equipment back to his account. They never even told me they were leaving his extra bill on my account and now I am responsible for his payments because none of your employees told me your policy that they cannot transfer his equipment to his account with his phone.
My complaint is your that customer services representative should did not properly explain my responsibility to me and I am stuck with his bill after I pay for my service.
I've had to have an adjustment to my bill since August, 2015. Every month my bill increases. On Tuesday, 2/9/16, once again, I had to go to my "home" store to have it adjusted. This time they tod me it was for taxes that the T-Mobile store was in aware of. So, when I went to change my service a few months ago when 10 gigs was being offered, my monthly bill, including taxes was calculated at $170 & change. WHY is my bill $192.47? For the December, 2015 bill, it was $179.22 & adjusted to $167.22. My Nov. 2015 bill was $154.73 after adjustments. My September, 2015 bill was $193.08 & adjusted to $167.43.
My August bill was $211.03 & adjusted to $170.34. June & July bills were $150.87 &$151.53 respectively. Granted, after June, I increased my services to 10gigs. Before I decided to increase my service, told them I wanted to know what my bill was going to be. So, if I was informed that my bill would be approximately $170, give or take a few cents, why oh why is my bill $192?
I was charged data roaming charges of $140.00 after being told I would not be charged for these upgrades by phone while on vacation. I specifically asked 3 times if there would be any charges to my account and was told because I was a long time customer of 10 years, there would be no charge. I asked if I would need to call back to cancel any type of service and was told that it would automatically drop off at the end of the month. I go to pay my bill this month and see all these additional charges.
I call customer service and the Rep tells me she can credit my account $40.00 for the inconvenience, because I did use the data even after returning home now for the last month. I have been with this company for so long, I do not regularly check my account as the amount I owe stays the same, she had the nerve to ask me, "so you are just now looking at your account to see the increase"? Why are the calls recorded for "quality service" if for training purposes you do not or as I was told, cannot go back and listen to these calls? Why are the notes on the account so vague. Of course, it did not indicate why I was calling in or that you were not charging me. Now you want me to pay an extra $200.00 in charges and stay with your company for THIS type of SERVICE? NO THANK YOU!
You have just lost a 10 year customer and I will surely pass on my disgust with your company to everyone I know!
Tried over 2 days to invoke auto pay. Went through credit card data, etc, etc. time after time. Each time it goes to the confirmation of terms and conditions and you are asked to press "1" to accept. When you press 1 it takes you to a sales associate and the cycle starts over. Each time this takes 30 to 45 minutes. Each time the sales associate states they can do nothing but transfer you to a billing specialist who then transfers you back to a sales associate who then takes the information again and so on and so on. When I asked for a manager I am told they can not do that and transfer me to another person that can not help. We have wasted hours and hours on this. I vote with my dollars. If someone does not call to get this working for this employee I will change carriers.
My husband purchased a new phone for me called the Grand Prime on December 24th. This phone has been giving me problems every since I bought it. I took it back to the store and they have swapped it out two times already. On January 23 I took it back to the store again. I let them know that this phone is not working again and this time I asked them to give me a refund. They told me that they cannot give me a refund. I asked then if they can give me another phone comparable to what I have. All I want is a phone that works. The customer service guy said he would have to e mail some higher up person to get the okay. I asked how long will this take. He said she is pretty good about getting back with them rite away. I said okay. About 45 minutes goes buy and this women still has not e mailed him back. That is when the owner of the store at least that's who he said he was says to the young man, she probable will not get back with you until Monday the 24th.
I said to him, if you knew she was not going to respond until Monday why didn't you say something. That is when the customer service next to the person waiting on me started rolling his eyes and snickering like this was funny. I told him this is not funny then he said in a sarcastic voice you have a good day now. That when I got really upset and told him loudly, what he could do. Then the owner of the store told me to get out of the store. At the same time he started walking up fast behind the counter with his fist balled up like he was going to come from behind the counter to hit me. I believe he was going to call me a nigger but he stopped short of saying it. the look he gave me was a look of hatred. I told him if he puts his hands on me, there is going to be problems. Then he said I am going to call the police.
I said go ahead I am not scared of the police. I told him very loudly if you are the owner, then give me a refund or a phone comparable to the one I have. He said he couldn't. The police came and asked me what the problem was and I explained to him what had transpired in the store with these two men. They told the police that they would take care of my problem January 25th when the store opens. I called them on the 25th of January they told me in light of what happened on Saturday they refuse to help me. In summary I am a 62 year old women, I need a phone that works. I cannot afford to keep buying phones. A hundred thirty three dollars is not a lot to your company butt it is a lot to us. I need a phone that works.
I switched to T-Mobile in April of 2015 and was promised a reimbursement of up o $350 for each of he 4 lines I switched. Uploaded my final Att bill in June and within a few weeks I received 1 Visa card for aprox $350. I called to find out why the other cards weren't sent out. I was told that they only received the bill for 1 line,which is ridiculous if all 4lines were on the same bill I sent. On Aug 6th 2015 I was contacted by Kristin from the merchant solution center (I had a business account) and was given a fax number to send back my AT&T bill. I did on Aug 13th. T-Mobile is claiming that I uploaded the information to the incorrect website so my reimbursement was put under review.
I have a screenshot from their website with the approval of $921.23 dated Nov 6th and my account was in good standing but they never sent out my reimbursement card. Fed up with their false promises I left the company on Niv 17th. I had filed a claim with the FCC so now TMobile is saying that since I owe them they will not issues he reimbursement. The point is that they were suppose o issue my reimbursement in a timidly manner just as was making my payments in a timidly manner and sent in all required documents.
I have been a customer with T-Mobile for years. The Customer Service has always been excellent and anytime I have called, the representative has been helpful and would help me with any issues I had and in way they could and would. I have called in the last 6 month to complain about my phone not working right and not one person would help me, and just call again today 1/21/2016 about the raise in Premium Handset Protection. Yes, it's only $2.00 but my Union has been on a freeze for two years now and since you can't raise the price of the phone you raise the price of the protections. But the phone in garbage. I told the rep. that I was cancelling my service. She said, ok well thank you for your time. This is the kind of Customer Service you give your people now. I'm not the only one, many of my co-workers and friends have had the same issues and have left T-Mobile, and I'm right behind them.
My complaint is on a specific store and employee.The store is located in the South Hill Mall in Puyallup, WA at 3500 S Meridian Ste T25, Puyallup, WA 98373. The employees there say anything to make the sale. This specific employee is blonde with fake long eyelashes she assured me by changing my jump it would actually save me $1 and my Daughters previous phone would be paid off.
I have had T-mobile for over 12 years I was hesitant to change anything on our plan, but after spending over a hour in the store and having this employee break down the charges on paper showing that I would save money and get to upgrade my Daughter's phone I agreed to change to the new jump. This employee lied to me and said the previous iPhone 6 would be paid off as it would have on our old jump program. A month later I see a huge increase in my bill I called customer service they said it was due to a credit not being applied and would fix it. (That also was inaccurate) Now 2 months later I call again after seeing my bill is over $300 and finally someone named Paris looks into my account and see's that I'm still required to pay off my Daughter's old phone.
The employee had assured me the phone would be paid off otherwise there would have been no reason for me to change my jump program to the "newest one" I spoke with customer retention who was very nice his name was Devin. I now have to go confront this employee so she can admit in the notes she gave inaccurate information to me so I can get my account fixed. This is a huge inconvenience employees should be trained to tell the accurate info without lying to benefit themselves and make a sell.
I've had T-mobile over 12 years and def considering looking elsewhere because of this lying employee who's caused me a lot of time and inconvenience trying to fix this mess! I want my account back to the way it was with the same jump program I've always had and same bill. This is outrageous I would have had no reason to change other then I was lied to. Bad customer service in this South Hill store and by the looks of their reviews this isn't the first time this has happened.
I recently been having financial difficulties because of out of pocket medical expenses. Because of that I've had to postpone my pmt due date. This last week I phoned to set pmt on test 22nd of jan, rather than the 20th. An auto pmt was set up by the train need who, specifically tells me at the beginning of the call his supervisor is listening. The pmt was verified to deduct for the 22nd. This morning my banks calls to tell me I have a pending pmt from T-Mobile. I borrowed & made a quick dep, called Cust Serv & got an apology. Then 1/2 hrs later receive a text verifying the deduction for today. This is horrible, especially when I had a supervisor listening to the pmt arrangement. I don't know why but I feel intruded on my personal account and more uncomfortable with this company more so now than ever. I'm not happy with my service anymore and feel stuck with them.
I have to say i am disappointed with the t-mobile phones. I have been with out a working phone for 6 months. Every phone i trade in has the same problem. I have been with t-mobile for 14 years and the phones are horrible. the color fades and all my pictures look like negative this happen twice with exchanged phones. I brought a brand new phone h20. Several times i had to get technical support to help me with the data, the phone would not turn on, then the phone dies. I am so not happy with the t-mobile phones.
I purchased a new phone for my daughter's birthday in April of 2015 a couple of months later the battery started to overheat so we exchanged it. The new one came with the box to ship back, we followed all of the instructions sent it back and never heard a word. Then in September I was charged over $600.00 for the phone I had sent back. When I called I was told it was scanned no worries your service will not be interrupted again. So I went about my life. Between September and January my service was disconnected every 2-4 weeks, each time I called I was told to sit tight not to worry they would run a search on it and once the phone was located all charges would be removed.
After several months of this just before Christmas I asked. "what if I can track down the phone on my end and return it to you will we be all good then? Yes of course I was told. "Even though we are past the 60 days?" Yes I was assured by several customer service reps. So I tracked down the phone and sent it back, they received it, and my service was once again shut off for the past amount of the returned phone. So I once again I call customer service and am once again assured that the charges will be removed service restored and all will be right with the world again.
Wrong 2 hours and 3 people later I am informed that no the 12 customer service reps. including the one I spoke with that morning were all wrong and thank you for returning the phone but your still going to have to pay for it, we show no memos of anyone telling you this information. So after a decade of being a loyal Tmobile customer I will be canceling my service and will not be paying for the phone I have now returned twice. I will also be posting my experience on all social media and review sites and will no longer refer anyone to Tmobile (of which we have done several times in the past)
I am confused how something is clearly stated in your policies yet none of your staff actually helping your customers are aware of this policy. Or maybe they're just told to outright lie? Very disappointing experience, very rude customer support person towards the end, and very poor customer service.
T-Mobile scam me, I got an offer to upgrade my phone and I will receive $ 175 for my old phone in credit and my monthly payment would be $ 19 for the new phone plus all the services, well 3 months later they couldn't find the phone that I sent so I was paying full amount, not what I was promise then suddenly 3 months later they found the phone but apparently there is some problems with the phone so I was told I can NOT get the credit that I was told and the monthly payment is $31 not $19, they said they can do nothing.
I have been a customer since 2006 and I cant wait to change carriers, I spoke with so many representatives and no one told me the same thing, every call was a different answer, I'm done with T-Mobile and I guess stuck too paying my old phone and the new one.
I am upset with the practice of T-Mobile cancellation service. After less than 2 days of getting my new T-mobile phone, I was not happy with the service or how I was treated at the store. I cancel and had to 50 restocking fee and I was told I had to pay for the days I used my phone. I question that because I have 14 days cancellation service. Within less than 29 days I got a bill for 89.00 when I called customer service I was told that I was responsible for the full amount even when I cancel my service within 2 days. The supervisor wanted me to reactive my service to "help me out" I didn't agree with that because why would I reactive a service I wasn't' happy with? This practice doesn't make any sense to me, I understand being liable for the 2 days of service but a whole month?? How is this right? I am a consumer and if I am not happy with a product I have the right to pay for that service. I agree to pay for the 2 days of service but the rest it does not call for and how does their billing cycle even work? I looked online and in the terms and condition, it does not have a specific distribution of what the consumer is liable for it basically say T-mobile has the right to charge me whatever they want? In what country is this allowed? I refuse to pay for a service that I am not happy with and I am not going to have this fraudulent charges on my credit report. I want T-mobile to fix this misleading practice, simply if it is not clarified in writing it cannot be held against a consumer.
In early February 2019 I had 5 lines but 2 of these lines I had suspended and was not using anymore. I had a grandfathered data plan and I was interested in getting Unlimited Data on all my lines. I contacted customer service and spoke to Maria, an after hours representative, and she told me about an unlimited data plan of 6 lines for $200 including free Netflix. I have my girlfriend who had 3 lines at Verizon that I was thinking of having her join me. I wanted to get rid of the 2 suspended lines first but she recommended that I keep them and just have 2 of the lines ported over and just add one additional line to equal a total of 6 lines. In addition, if they owe money on their phones, TMobile would pay up to $650 per phone. I waited until March 22 to add them because they needed to be at least 90 days into their old payment contract. Unfortunately, Maria was not the person I spoke to again and had someone else. Her name was Grace or May. Over the phone, she ported the 2 lines and said to wait 24 hours. The next day I was told to go to an actual store to get sim cards. While we were there, we purchased a new phone for the additional 6th line. When all was over, the representative told us that we no longer qualified for the $650 because of the way went about it. We were told that we should have added 3 new lines in order to qualify for the rebate of $650. I explained to the customer rep that it was THEIR idea to do it this way and now we are the ones paying for it. Now, we will need to pay the $650 (x2) of the old plan because of their customer service department. I have called the customer service department several times and each time we get a different answer. The last conversation was with Amanda, who promised to call me back yesterday (March 31, 2019) but no call.
There are three(3) different issues. In which, one of the three(3) it has been 3 MONTHS and still NOT resolved with one of my numbers and only on 3/31/19, after near 3 months an explanation after me pushing them can calling about this issue was given which is unreal and not even true or accurate in my view.
Here are the issues and facts.
In Janurary 2, 2019, all the sudden, we had issues with "REGULAR" voicemail, FORWARDING function on one of my numbers on my account and one number ONLY and FORWARDING and sending VM messages only with that number. I have 4 numbers within my one account suffice to say.
I reported that immediately been working with one particular person (MOSTLY) but others too as he was off and I needed to get this thing resolved on this issue since 3 months, troubleshoot like crazy researched like no one's business, "esclated" supposedly to the top engineers and for months we had the same issue. Even though I get a ticket created, and a week later, several times, it say, "the problem resolved".... No it has not, and the whole process starts again. See my point? That is ongoing for months. I was very patient and very professional until I got tired of lies, lip-service, re-explanation of these issues to many different people including the "tech support/ engineers" each and everytime for 3 darn months. Finally on March 31, after being on the phone as usual for a long time and waiting and getting call backs and calling them, the customer care person who was MOSTLY helped me and I appreciated his efforts told me that for that ONE particualr line, since the T-MOBILE had updated their VM systme, that particular number and 15% of others have not yet "migrated" to the NEW SYSTEM, thus we need to wait another 3 months (2nd QT) to hopefully the VM issue of FORWARDING is resolved?? WOW! Really? so all this time this is the BS I am suppose to accept and all these months I needed to send FORWARD and we couldn't and I asked and asked for an explanation and nothing was done. Only lipservice we will do this and that ,and nothing happend.
Issue #2, From my one of my main lines, to another line I have on my account, to only ONE number in which is NOT the same number I had stated above that has the VM FORAWARDING ISSUE, all the sudden 2 weeks ago, when I send a text message to that other number, and that number ONLY, no other numbers in my account or anyone else for that matter, I get kicked out of the text app, and the message will not go thru and I have to try many times until it does. THIS WAS NOT an issue before, only to one number, we are using the originial app that came with all of our phones, it is up to date and again, to only one phone number from my main number only. That is very strange, is it not? well, a ticket was created about 2 weeks ago. It took a week, but it was resolved, and 2 days ago, it came back. Been dealing with that too, no help, no feedback, no reason as to why, no solutions, just buy time, a lot of nosense I am sorry and we understand and BS talk. NO ACTION.
Issue 3, as fo 2 day ago too, the say that I spoke to the tech support and this and that, all the sudden, on my main line, I get phantom VOICEMAIL ICON message and alerts. As if I have a NEW VM . Well, I do not. There is nothing there and it is really getting old. Do not know why and they cannot so far explain it either. Their BS work-around solution, forget the regular VM which we been using as their long term and royal customers for years and just use their Visual VM to get around it. What a BS.
I told them I am very disappointed and upset and to be their customer and their service is subpar and I have been paying all this time for a service (s) that I cannot use properly since begining of 2019. And I am sick of their lip-service and I want the CEO of this company or high managment to be aware, listen to all of my phone taped conversations and see if this is normal service and if I or anyone has to deal with this nonsese. I want resolution and I want a proper remedy.
a store sales asked me to transfer all my number from a business account to personal account, after 4 months my old account is still being charge. went back to the store, they said the sales is no longer working and they are not responding for that, call the customer service , she said i have to pay because the account is still open untill i call, but the account should be closed 4 months ago, i didn't get 4 months payment back, and have to pay another 102 dollar to close the account, the representative don't even take my credit card when i just want to pay for it, she ask me have to call in again to pay for it, bad bad services
I have two lines and my account is since 2003. Within the last two years internet on one of the lines (22406590259) was not working every time the phone was in Canada. When contacting customer service last year the answer was given: "We are not guarantee internet in Canada". You actually should.
Finally, after a few attempt to talk to customer Service they were able to fix the problem, but it took two years.
Last year in August the line (8479620553) was blocked and did not accept text from Europe. Again it took a few calls to fix the problem.
My question to T-Mobile is whether some of your representatives are lazy or just lack of knowledge?.
This is not acceptable and some refund should be given.
T mobile made mistake with not updating IME number in their system. Caused issue with the lost device while in California with denial of the claim on 3/10/19 , store confusing issue more by selling a new phone to us under different number on plan I think they said using Jump. Then I had to spend 4 hours on the phone 3/20/19 trying to straighten this out with the same questions being asked over and over and finally was told that T mobile had the wrong number in the system and it takes a while to update, which is a horrible excuse because the device is almost one year old. Botton line is hours and hours of my time dut to T mobile mistake, charge of brand new phone added to my bill, plus deposit out of pocket, charge of deductible insurance claim, charge of still paying on the lost device installments, waste of hours of my time, and new phone was added on as a different line so I am assuming I have a new line to pay for as well when the new bill finally arrives. Out of pocket already this has cost me $500 dollars and then add on the installment charges etc. Please do not respond telling me how I can correct this and what I need to do. I pay a large amount of money monthly for this business account. This is all on T mobile and I request you compensate me for the money this has cost and frustration and time loss. If you are not willing to provide that I will take my business elsewhere.
I was told that I would get a phone
all I had to pay was for the service and I would pay my phone in payments monthly they still took 25 for a phone they let me use in the meantime until I went back to tmobile they told me I couldn't get the phone I would have to pay 80 for the phone then I would finish paying it off monthly I'm filing a complaint because they are didn't not keep the word in what they told me the first time I couldn't even get my refund of the 25 dollars
We have been with T-Mobile 15 years . I have 2 lines- 2246590259 and 8479620553.
My son, whose phone is 2249620553 often travels to Canada. Within the last two years that he had traveled, he was in Canada for at least 60 days, internet on the phone never worked.
He reported the problem from Canada. The answer was: " We do not guarantee internet". You do no guarantee, but we keep paying. Some days internet was not working even in Kent Washington. All this time we've been calling T - Mobile, but nobody could fix the problem. Finally, two weeks ago my son got to the right person who connected him with the technician, and the problem was fixed in 5 minutes.
My question to T -Mobile is: whether your representatives lazy or not experience?.
I think T- Mobile should issue a refund for all inconvenience.
In August of 2018 I had problem with international text. It was blocked and I was not able to receive text messages, but your representatives kept saying that everything is fine, when representatives in Europe were saying it blocked. Finaly I've got to the right person and it was fixed.
Yes my Complaint is against representative Brian Copulo badge I’d: 456882
So what’s going on is I was on the phone with this representative for about an Hour trying to get transferred to a customer-service rep that helped me 2-3 days ago he was not willing to transfer me,.. He was not willing to let me be on hold to transfer me to the representative that I wanted to be transferred to her name was Sherri,.... But I’m not shure that this was the reprisintitive I talked to 2-3 days ago,...
2-3 days ago I called in wanting to get my T-moble hotspot working on my computer both a Male & Female reprasentitve helped to verry the account information by getting my Mom on the line She verrified the account information with both of these reprasintitives,.. and the representatives told me that I did not have to verrify that account information that they allready recived the passcode verification from the account holder Marian Knott wich is my mom,... then the reprantitive told me she was going to send me a free sims card in the mail Free of charge and that she was going to give me a call March 15 after 10:am,... to activate the sims card for my phone and that when she called in I would not have to verrify the account well, she never called that’s when I eventually called into T-moble got ahold of Brian Copulo and he was doing everything in his power to not transfer me to the right people that I talked to 2-3 days ago that could help verrify the account for us he would not transfer me,.... he would not look into the history to see who it was that I talked to, he would not let me be placed on hold till either of the reprasentitives that I talked to 2-3 days ago I wanted to be placed on hold until either of the reps were able to talk to me, he would not let me do that,.... and both of the Reprasentitives that I talked to 2-3 days ago had the account verification codes he needed he wasn’t willing to contact them to get the account verification codes,.......
If someone can please get ahold of the representatives that sent out this free sims card in the mail to help me activate it because that is what I called in for in the first place, I would greatly appreciate it,....
Have you ever had terrible customer service? DO NOT LET THIS HAPPEN TO YOU!! I have had the ABSOLUTE WORST CUSTOMER SERVICE EXPERIENCE CARE OF TMOBILE!! Check this out. My family switched to T-Mobile 18 months. We were tired of the ATT increasing fees, and being treated like we were another number. Ronnie and I switched the WHOLE FAMILY OVER TO TMOBILE. Dropped our bill about 100.00 per month. Got everyone on Samsung phones, that for the most part have worked flawlessly. Well, Maddie stayed with Iphone...the first year had been like the first year of marriage, a few bumps along the way, but for the most part... it appeared to be a great switch. The staff were great and very friendly. Over the first year we lost one phone to a lake, another to a cement shop floor and a third to... well, I can’t remember. We have protection plans, and Tmobile was great at quickly replacing them. 18 months later, it is my turn to switch. Mid-February I went in to a TMobile store to upgrade my phone. Wahoo, right?! II wasn't switching to the newest latest greatest model, I was humbly switching to the Samsung Galaxy S9 Note. The note feature would be a great bonus for work meetings and such. Anyway, after standing in the store for about 5 minutes, waiting patiently so the 3 staff members could finish their conversation about what phone they were going to get, we were attended to. Mind you... WE WERE THE ONLY CLIENTS IN THE STORE! (THIS IS WHERE IT ALL STARTS). May I help you?
3/1/19 I went into the TMobile store to upgrade to a Galaxy Note 9 – “Sorry, ma’am but we are out of most of the Samsung phones due to the release of the GS 10 series. TMobile decided not to purchase any further “OLDER” models until mid-March because they didn’t want to over purchase the newly outdated phones…based on the premis that the GS10’s would sell like hotcakes. “Ma’am, you will need to go on your app/online and perform your upgrade there. So, I came back to the store at their recommendation, only to now be sent away, because TMobile didn’t want to waste money, and decided not to stock a product that they have advertised. Hmmmm.. Not good business practices to me.
3/3/19(Sunday) I call using my TMobile app to call the customer service line. It is in the evening, so I get the 24 hours service tech, Jenel. After being on the phone for over 45 minutes, I was quoted a cost of 259.79 as the down payment/shipment and connection fee. Mind you, on 3 different occasions I was quoted completely different costs, all of which include shipping costs. This is my first contention point. As a loyal and previously satisfied customer, why was I having to pay shipping fees just because TMobile decided not to provide the product in the store. During the conversation with Jenel, I was told that I should expect to have the phone on my door step by the end of the day on 3/6/19. She said the phone would be shipped essentially in 3 days. I was satisfied with this. She told me to watch my email, and to please complete the eSign within 48 hours, or the order would be null/void. I received the Email on 3/4/19. I completed the task as required. I also received a text message thanking me for my call. My down payment and agreement were for the Samsung Galaxy S9Note.
3/4/19 Being a conscientious patron, I went on Amazon and purchased a screen protector and 2 phone cases for the S9Note. I wanted to ensure that the phone was protected from the moment I got it. The shipment was due in on 3/12/19. On 3/4/19. I also received a YOUR ORDER HAS SHIPPED MESSAGE: ORDER# S061383615/ORDER DATE OF 3/3/19. This message was sent to my email account. My TMobile APP also reflected the same information.
3/6/19 I received a message that my phone was due to arrive by 8 or 9 pm that day. UPS also said the same thing, But nothing arrived. The TMobile APP said the package was out for delivery.
3/7/19 I called the TMobile customer service line. I spoke with Rich. After struggling just to get Rich to access my information, he finally accessed my information. I explained my concern because I was worried the phone had been stolen or lost. My experience with previous TMobile shipments is that they arrive as expected. Now a day’s people are stealing things from porches and mail boxes, so I actually called to alert TMobile that something was wrong, and that they needed to check on their item. I had also noticed that the status of the phone on my TMobile APP had changed from “to be delivered by 8pm, to now reflecting N/A. I asked him to see what that meant. Rich didn’t know what the N/A stood for, and Rich then told me that my phone wasn’t due to arrive until 3/12/19. Jenel, the previous service representative said nothing about the phone arriving on the 12th. She assured me it would be sent 2nd day air, and arrive on the 6th. I explained to Rich, that I knew nothing about the 12 as a shipment date, and suggested he check the phone records because I know that TMobile records phone calls. After prompting by someone talking in the back ground, Rich offered to contact UPS to check on the phone, I requested he check. After being on hold for a handful of minutes, he came back to tell me that the phone was due to deliver by the end of the day that we are talking, after feeling somewhat satisfied, we end out call. I alert my kids to watch for the phone. I go straight home, and continue to wait…. NO PHONE IS DELIVERED.
3/8/19 I GO THROUGH THE SAME SCENARIO AS RICH’S EXCEPT THIS TIME IT IS WITH Jermaine. Same identical situation. I am told that the phone is set to deliver on the 12th. I explain to Jermaine, that I was told by Rich the day before, that it was supposed to deliver by the end of the day on 3/7/19… per Rich. I ask Jermaine to check on the phone with UPS. After remaining on hold, for another handful of minutes, Jermaine returns to tell me that per UPS, the phone was slated to arrive that same day, by the end of the day. Jermaine, goes one step further and tells me that he is going to follow up with me the very next day, Saturday 3/9/19, to see if the phone arrived. If it didn’t, he would put in a request for an investigation. NO PHONE IS DELIVERED!
3/9/10 Jermaine called me to check and see if I had received my phone. I informed him that I had not. He said I would have to go to UPS and request an investigation. Mind you the whole time, the UPS site and TMobile App said the phone was at the Oklahoma City Main Depot. Tired of waiting and wanting to speak to someone face to face, my husband and I went to the UPS Depot. We spoke with a clerk there. The clerk then notified me that UPS couldn’t find the phone. She said it was LOST. She nicely printed out a tracking sheet for my use, detailing the movement of the phone. The phones movement hadn’t changed since 3/6/19. I explained I wanted to generated an investigation on the phone’s whereabouts. The UPS clerk told me that I couldn’t request it, TMobile had to… since technically TMobile is the UPS customer.
I then called TMobile and talked to Paige, at approximately noon. I had to explain the situation AGAIN. She looked into things, found the notes, and said that she would start the investigation. She told me she would call me back to let me know what her follow up was. I asked to speak to a Supervisor to explain my dissatisfaction with the run around that I was receiving. I explained that I felt I had been lied to, and that I didn’t appreciate it. Chris apologized and took my information. He said that he would fix the situation. I explained that Paige was going to call me back with more information, so we decided I would wait for Paige’s call.
Later that day, Paige called back. She apologized, and told met of her plan. She said the phone would be next day air shipped. But wouldn’t go out until Monday, 3/10… but would arrive on 3/11. She said that I would be credited back the down payment for the original lost phone. She said I would have to pay a down payment for the 2nd phone, but that the charge would not be required up front. She said she had received permission to charge it to my account/bill and that I would have to pay the down payment on April’s bill. I said that would be fine. She said this way, I wouldn’t be out of pocket 2 DOWN PAYMENTS. Everything sounded like it was finally fixed.
Later that afternoon I noticed that shipment notification had been added to my TMobile APP home page stating that A DELIVERY ATTEMPT OF THE LOST PHONE HAD BEEN MADE, BUT NO ONE WAS THERE TO ACCEPT THE ITEM. This was unusual because, all along even UPS said that they don’t know where the phone was, and the UPS app said the item was still in transit. I believe this is a false message, and never occurred.
3/12/19 NO PHONE ARRIVED, I had not received any shipment details, or shipment notification regarding this shipment. My TMobile APP has never reflected anything regarding the 2nd phone to be sent. I never received an eSign email request for the 2nd phone. I called and spent another 45 or more minutes on the TMobile Customer service line. Jared answered the call, I immediately asked for a Supervisor. Amber was put on the line. With all due respect, I was very angry at this time. I spoke to Supervisor Amber (40689). Amber went through THE SAME PROCESS AS ALL OF THE OTHERS, WE HAD THE SAME CONVERSATION, I RECOUNTED THE SAME STORY… FOR THE NOW 5TH TIME. Amber said the same things Paige said, and again… no one could figure out why the previous situation wasn’t completed. Long story short, Amber told me the same thing as Paige except that this time, she quoted me a down payment of approximately 250.00. She assured me that I wouldn’t have to pay for shipping, and that she was putting the phone in for NEXT DAY AIR. She said that the request wouldn’t go in until the next business day, but the phone should arrive on 3/14/19!!!!!!!!!! She told me to call her if there are any further problems. She sent me a text with her number attached.
3/13/19 I receive a text stating: “Thank you for being a valued T-Mobile c.ustomer! Your order ID# ia S061808025. I also receive a text reminding me to remember to go to my email and sign the eSign electronic signature. I never receive the email. Amber confirmed my email address during our phone call.
3/14/19 AGAIN, NO PHONE ARRIVES. 8PM I CALL TMOBILE. This time I speak with Rachel, I immediately ask for Amber. I am told by Rachel, that Amber is gone for the day. She said, she can leave a message for her, and that Amber has up until 24 hours to respond. I decline the offer and ask for a manager. I am told that there isn’t a manager available, only another Supervisor. She forwards me to Carlos. I RECITE THE SCENARIO YET AGAIN. AND ASK WHY THIS CONTINUES TO HAPPEN. Carlos repeats the same rhetoric as Amber, and Chris and Paige… they don’t know what has happened, they can see that I have called, they see that requests for shipment have been placed… but no phone has ever been shipped except the initial LOST PHONE. I explain this is now going on 2 weeks, and that this is deplorable customer service. I request that my order for the Samsung Galaxy Note 9 be cancelled. I then explain my disgust with this service. I work in the healthcare field, for a Major medical facility. I am in charge of many people and one of the most important things preach and teach my staff is customer service. I explain that we can be as nice as pie, but if there is no follow through our effort is worthless. If my employer worked with the same level of Customer Service as TMobile has provide me, I don’t think our level 1 Trauma center would be saving lives, and open. Although my experience with TMobile was great up until this situation, my intent is to pay off my phone, and move to another carrier as soon as possible. My family will be moving as soon as their phone contracts are up, which should be next fall. With good faith, I cannot recommend T-Mobile to family, friends, or coworkers. I may be just one small person in the TMobile scheme, but if this is the way customers are handled, I don’t expect TMobile to continue to compete with ATT, Verison and alike.
I have never been so frustrated with someone, something to this degree. Shame on you. As valuable as phone service has become to the consumer, and integrated in family interworkings… this is absolutely unacceptable.
I’ve called several times and still isn’t resolved.
I want to dispute the “Fees and Charges” associated with the following address:
1064 Eagles Brooke Dr Locust Grove, Ga 30248-2470.
Specifically, associated with Locust Grove, Ga address to dispute:
the Regulatory Programs & Telco Recovery Fee ($3.18 per phone per month = $6.36 Total per month)
One-Time Charges each month on my phone number for Federal Universal Service Fund – This month it was $2.77
Government Taxes and Fees for Locust Grove State and Local Sales Tax and County 911 charges ($1.73 on each phone = $3.46)
Once you help me get them removed, I need to see how to get refund from last 30 months (since living back in Tx).
My wife and I have been loyal T-Mobile customers and I need this resolved.
BRIAN T SLUGA
Independent Business Consultant
EDO Houston, Tx 77003
I would choose a -10 rating if I could. I purchased a Samsung S9 in October of 2018 at the T-Mobile Store at 200 E Montauk Hwy, Ste F, Lindenhurst. When I went in I asked to see a phone that was "waterproof" and the salesman showed me the S9, I liked it but noticed the price was a lot more (about 900) than I'm used to paying but he said its worth it so I said ok I'll take it. I purchased the phone that day with insurance and left happy. A few days later I returned because the phone did fall and There's a few scratches on the phone, but it was NOT because of the fall that the phone broke, and upon bringing in the phone to the store and him looking up my information, and him seeing I do have insurance and saw that the phone itself was damaged NOT due to the phone falling, but the actual phone itself was not working properly and he said that its o,k and that it was within the time allowed for me to return the phone ( I believe 2 week is allowed to make returns) and was "no problem" to get a replacement phone since I did have insurance. At that point I asked for a replacement and he said that he was "sold out" of the S9 and at that point I said "Ok do you have any phone similar to the S9?" He said yes the Galaxy J7 so he then informed me that the main difference is that the s9 was "water resistant" not "waterproof" like he originally said so I said what's the difference and that's when he proceeded to tell me that the "water resistant" S9 is only good for a few feet of water not totally "water proof". So I then said ok well why would I pay for the S9 when I'm paying to have it waterproof but your telling me it's not, so he agreed and said to get the J7. I purchased the J7 and asked can you take this s9 right now and take the return and he said "no you will be sent a box to your home address to put the phone in the box and follow instructions to send back to right place" since I purchased insurance and it is an outside company or something that deals with returns. I said no problem so I purchased the s7 now and still have the s9 waiting for the box to be sent to me house to return it properly like the man at T-Mobile said. I go home and wait and wait, no box shows up, I call and ask and no one is helpful and the people at the T-Mobile store at 200 E Montauk Hwy, Ste F, Lindenhurst, NY 11757, were so beyond rude to my wife and I they laughed in her face and made her cry they were so mean to her so now it has been months and this issue is STILL not resolved. We have made numerous attempts to get this resolved and no one even after calling many time for MONTHS and them saying they will "credit our account" for a month because they left me with no phone and service for days when I explained to them I NEED a phone for work since I work in the medical field and am "on call" most nights, but of course they never credited the account and there's no documentation anywhere. We are so dissatisfied with the T-Mobile store we purchased it at we called and complained to t mobile and refuse to go back there or to talk to them after they treated my wife and I the way they did. I have ALWAYS paid my bill on time and always a loyal customer who has been with t mobile for years. I have made every right move to try and resolve this issue which is ridiculous to begin with. We have the phone still and have attached it with this and the phone is just sitting here and we are waiting STILL to return it! We have tried and tried and we can get NOWHERE. My wife and I even called yesterday TWICE and spoke with a T-Mobile rep for about a half hour and they said they would call back in a half hour that they were putting this in as a "top priority" and even gave them 2 additional phone numbers to reach in case they couldn't get in touch with me right away and STILL no one ever returned our call to resolve this issue and we are literally lost as to where we should try now since every single time nothing ever gets fixed and is absolutely insane!This is by far THE WORST customer service experience I or my wife have ever had in our entire lives! Bottom line is I have an s9 that is basically brand new that I am not making any more payments on because I am literally getting robbed and is affecting my credit score significantly so am looking for anywhere for help to resolve this ridiculous circumstance that T Mobile has put myself and my family in. Please help!
This morning at approximately 0920 we called the customer service number and because we were upset that a draft for T Mobile in the amount of -405.67 was placed on 03/08/2019. They discontinued our service today. We spoke with a woman named Bridget, who was extremely unhelpful, and blatantly rude. She laughed at me when I persisted that I wanted to speak to her manager. I realize this money may not mean a thing to her, but it is an incredible amount to us. I think I deserved better service than that. Her manager was eventually able to help m, although I can't believe I had to fight for almost forty minutes and have customer service agents laugh at me for a mistake that was obviously on their end. This is inexcusable. I may end up contacting the Better Business Bureau.
I am submitting a copy of my bank statement that this amount was drafted on the 9th. It makes no difference to me whether the processed was finalized, since T mobile obviously initiated it on the ninth, and I clearly no longer have access to those funds.
my card was charged for $50, using autopay, even then my account got suspended. its been a week and i still have no mobile data.. the t-mobile representatives have no clue as to what is going on and all they are do is file multiple job tickets. so i paid the $50 and still got my account suspended.
paid cash on prepaid phone and it is been 24 hours and not working? WTF
My daughter upgraded her phone, the sales person gave her a tablet saying it was free, but didn't mention it comes with a monthly charge. So since she doesn't use the tablet, I wanted to cancel the service, then I was told I had to pay for the tablet. So how is that free!
Tmobile lied to me about switching to them from ATT. they told me they would pay off my contract, my current bill and my devices. they assured me this was taken care. i received a phone call on 2/27/19 from a debt collector who was hired by ATT to collect over 1,000.00 for my ATT devices, contract and past bill. AT NO TIME, WAS I TOLD I WAS TO FILL OUT INFORMATION ON A LINK. AT NO TIME, WAS I TOLD A PREPAID GIFT CARD WOULD BE SENT FOR ME TO PAY THEM OFF MYSELF. THIS IS ON MY CREDIT! TMOBILE NEEDS GET THIS OFF MY CREDIT AND MAKE THIS RIGHT AND DO WHAT THEY TOLD ME THEY DID! I have made a complaint with the T-Mobile store in Missoula, MT. i will be contacting better business bureau and an attorney. it is NOT okay to have me fill out the link now and wait up to 8 weeks for the pre-paid cards all while this stays on my credit building interest with potential garnishment. UNACCEPTABLE. i am demanding this be made right. I am LIVID. i have been on the phone with corporate office who states all they can do is credit my account ultimately leaving me to have a judgement against me on my credit. I will be pursuing a law suit.
BEWARE THIS COMPANY! They WILL CHEAT you! I am a Member of the U.S. Military, I had a Wireless Hot spot from T mobile. I have had this for several years. Leaving the Military I contacted T-Mobile to END MY SERVICE. Since June of 2018, they have continued to charge me, repeatedly telling me "oh you only SUSPENDED the service" Repeated calls to their "team of experts" results in them asking me what my Phone number is (I don't know I have not had the device for 6 months and it is a HOT SPOT not a PHONE) I have given them all my information, and the ACCOUNT number Only to be told "well sorry we have no way to help you (but they can find me when they send me a BILL!) These rotten thieves continue to try and charge me, I have contacted the FCC and the State Attorney General's office! Beware this fly by night mismanaged company!
I haven't been able to get internet on my phone for 1 week. I have called T mobile twice and they keep telling me that they will call me back and haven't received a call back yet. I have been a customer for 15 years, customer service is getting worst and worst as time goes by.
I have spent over 8 hours and talked to countless people to get something as simple as a new phone line added. Bring up my account, listen to the calls, and make this right IMMEDIATELY.
To now receive an email that you haven't received the phone I sent in for trade in (where this never should have been a problem) is absolutely unacceptable.
iam robert gunthrie i live in houston texas someone in hot springs ark went to the t mobile location in hot springs and charged 4600.00 worth of smart phones and sign my name to the charge know it is charged to my credit report i have never been to hot springs ark. in my live its does not make sense to me and i hope you also why would a 75 year old man like my self would drive all way to ark. and purchase 4600.00 dollars worth of phones i think i have a niece kim rolkle that live there she is a con artist the police there said they would contact her and she was the one that got the phones the police will not do nothing iam asking to please look in to this matter i am fighting cancer and heart and kidney prolem stage 3. my phone is 7139936753. i ask again please. my car insurane.has went. up
I need the CEO or supervisor of tmobile to contact me I had a lady name marissa tell me if i paid 30 dollars when my bill was 70 she cpulf switch to pre paid an in two days i cpuld re upgrade back to either 70 dollar plan or 40 so that way i could fet my data back an now im being told there nothing i can do about it i have to go to the end of the billing cycle i need my dara for my job or I will get fired she shoyld havent had lied to me if that isnt what i could have done im very very hot about this an need this fixed in next 2 hrs tops I have no internet
Switched to T-Mobile on Feb 6 2019. We had two of our own new phones and needed 2 more phones for kids. Saw a promo for iPhone 6s for $350 with $190 cash back. The store rep in Chantilly VA said oh I can get you the phones and ship it you free of charge. Give me the phone numbers that you wanted ported. Gave three phone numbers to him and got a 4th line. Guess what after porting the numbers he suddenly tells us they don't have the phones and they don't have them online either. Now our phone numbers were ported and we were stuck. we called customer service and spoke to customer service rep named YAYA. She stated the store can move you one up so you can get iPhone 7 for the same price, but I cannot do it since you are buying from store the store manager has the authority to do it. The store manager on duty stated that he is putting notes in the system and back office will give us credit and ran the phones at $449 each with $27.down. Stated if I don't get credit come back. 5 Days later T-Mobile generated the bill and guess what my 4 Lines for $140 that T-Mobile advertises online (taxes included) came to $145.75 and they charged us $37.50 monthly for 2 phones for 24 months. So today Feb 15 2019 went back to store and Store Manager called the back office and talked to Alex from customer service to get us credit. The customer service simply refused to honor what was promised to us. The store manger even tried to ask them if they can put a promotion that had just ended and get us $210 credit so we will pay $10.00 month but customer service refused.The store manager stated he cannot do anything except for us to return the phones and they will charge us a restocking fee of $50.00 for each phone. I came home and called customer service to find out their cancellation policy and they stated we are sorry everything happened to you but we cannot do anything but give their feedback to their managers. This is how a TYPICAL BAIT & SWITCH works and looks like T-Mobile is very good at it. I paid $106.00 for activation, $27.00 per phone as down payment on two phones( $54.00) that I will return and pay $50.00 restocking fee and pay them $145.75 for using T-Mobile service for 10 days. So we are out $305.75 for a POS service we received from T-Mobile. Any company can provide you services but you can tell how good a company is when a problem arises and how they handle a customer complaint and resolve it. T-Mobile definitely failed and if their was a less then 1 star I would give them that.
I want to give zero stars, My plan was changed without my knowledge from $55 to $310 it's only me, I didn't understand the large bill and made arrangements, then 2/2/19 I call asked my bill they said $458 + $310, I lost it, they found out a rep changed it in error, been talking to your experts for 11 days with no resolution, yes your crediting my account but when I asked for a Note 9 in purple they said it would cost me today $600 but you just took me through hell charging me over $800 with tax but you want me to remain a customer? lol and pay $600 with 24 mo installment of $9. Here is my sorry team of experts- Adel S 74313, John F 72649, Jullian P 291605, Roby B 71798 . Oh yeah than set an follow up call for the 16th for what? How is this loyalty? If shoes was reversed, how would you feel? $600 upfront and $299 later, but you charged me in error $800 and want to say $165 is what I deserve? Review my account 678.814.6060 pin code 137313 Brenda Shipman. Call me when you are shipping my phone if not leaving your company, No customer should have to go through this at all!!!!!!!!
I purchased a LG Stylo 4 from the T-Mobile store 1835 US Hwy 1 STE 173, Saint Augustine, Florida 32084 on Sunday February 3, 2019. I went to return the phone on Saturday February 9th due to its size... it is entirely too big, and difficult to manage and store. I wanted to buy a LG Q7+ which was on display for $275 according to the sign posted along side the phone. When I went to the counter to purchase the LG Q7+ the T Mobile Representative said that it cost $375, although the sign for the phone stated $275 on February 9th. . I was told to come back the following day and talk with the store's manager Drew McClung. I went in the next day and Mr. McClung would not honor the prior day's posting of $275. I returned the Stylo 4 and paid the $50 restocking fee. Everything was restored on my old cell phone. So here I am out of $50 and stuck with my old cell, back to square one and minus $50. How disappointing that a price listed to the public was not honored. I am requesting that T-Mobile sell the LG Q7+ to me at the posted price, $275. Thank you for your attention to this matter.
To Whom It May Concern
I am writing about an issue that I have been having with Tmobile for about a yeat now. I have been with Tmobile for over 8 years. I lastly had the Tmobile to go plan due to issues with my account but I wanted to contine my services with Tmobile. I had the Tmobile to go plan for over a year and I was fine with it.
My problem started when I wanted to add my son to the acct and was told that I would need to have a regular account and my number would have to change to have the benefits of that plan. I was then told that my son would also needt o change his number ( he's had the same number for 7 years). I thought that was the only way to do it, so we did it.
We were then told that it would be better due to lower rates since I was adding a line to the account. I was told that we could pick a phone for his line for free and that I would be responsible for the taxes only and would have to pay that upfront. We were told that he could pick 3 accessories from the shelf for free. He then told the cashier how to ring the items up and she looked confused. I should have known something then but there was no additional fee until I received my bill.
I questioned him on how this would work with the warrenty that I have on my phone due to having a different number and totally new account and he stated that it would be the same. I left the store thinking everything would be ok. I warrenty that I mentioned was going to cost me 150/250 to have my phone replaced so I was waiting until I had the extra money. Once I was able to process the warernty claim I was told that the warrenty was no longer valid due to the change. I told them what happened and a case was opened but it would take awhile and I was without a phone. I went to the retail store and told the mgr (same guy) what happened and he said that he would be ableto help. He adv of the phones that I could get and they were not what I wanted but I was without a phone so I went with the REVVL. I had issues with it and returned it within 2 weeks time. I went back to him and he told me that I had to call Customer Service and that if I have any issues to come back and see him " the mgr Victor". I was back at the store a few days later because I didnt want the time to die for the return. I was then told he was out due to his baby's bith. I called the call center again and at that point I was very upset. I then went to the President of the company and I talked to Abigail and was told that she was the Presidents assistant. She gave me her number and extention and said she would take care of everything. It seemed like everything was fine, she replaced the phone and had it mailed to me and I was able to mail in the other phone that I received from the store.
The next month I received my bill and the phone and accessories were on their for both phones. I called and was told it would be taken care of. That really meant that the charges were broken down and I was not supposed to notice. I called the next time and was told that the accessories were not free and are not charged upfront and billed over instalments. I advised her that that was not what we were told. We were told that they were free with the purchase of the phone. I also told her that I remember vividly because I told him that we didnt need it and I can ofer phone cases online for aound 10-15 dollars. HE then respnded that these items were free and guided my sone to the shelf and told what rows he could chosse from. I was told that it would still be on my bill but would be credited to my account.
The next month I received a letter from the collections agency. At this point Im super upset because I was told not worry about the old account so I didnt . I called the call center again and told basically by a mgr that they cant do anything. I then verified that there was no final bill sent to me and since I had no access to that account I would not know. I was then told that I would receive a 100.00 credit to my account for the misunderstanding. There was no misunderstanding but a mess up. I then returned to the store and I was told that he no longer worked there!
I try to reach Abigail at the number given( 877-290-6323 ext 3418068) and leave voice mailS... no call back. I never heard back from her or anyone else. Im not stuck with a collections notice for a bill that I didnt know existed on an account that I was told not to worry about due to the new account.
I continue to pay the bill so nothing else happens but I call to see what can be done. O speak to several mgrs and told that nothing can be done. I also find out that there changes made to my account that I didnt make. I was also told that I had to pay a hign deposit on a new phone due to the amount of installments on the accessories that I was told were free in the first place! Im so aggrevated at this point and dont know what to do!
Someone has to be held accountable. The manager has to have some accountability also. I have been working on my credit and now this happens and it was unneccessary. Im ready to end my business with Tmobile. I know we are only a couple verses the many but I honestly feel that someone has to make this right.
In 2013 I transferred my cellular accounts from AT&T to T Mobile because of a special that T Mobile was offering, 4 lines for $100.00 and they would pay $250.00 per line to port in your old Number, with that being said we did this and never received the $250.00 for the five lines, we paid AT&T because it was hindering our credit- then we also brought in out I phones and turned them in to T-Mobile to get Samsung's back- on the first bill the bill should have been $100.00 plus an addition line connection fees were advertised free. the first bill was $581.00! could not get anyone at T-Mobile to help us with this- either out of the country rude customer service reps- etc.. so we went to the store and complained they sent us to t mobile cust serv, we ended up cancelling, no contract with T Mobile but with AT&T we did have a contract- we had to pay AT&T over $1700 dollars in cancellation fees- T Mobile sent our account to Convergent who is charging us $1900 dollars and are willing to settle for $600.00 absolutely not! you owe us. I need for the collection to be taken off of the credit bureau and cancelled with convergent- I called T mobile and spoke to a supervisor who disconnected my call! T mobile does not have record of the bills and neither does Convergent- It is illegal to charge a person and send them to collections without valid and accurate info. I am sending this complaint to BBB as well and some attorneys on the web that are suing TMobile- all I want is to receive an email or letter with confirmation that this has been take care of and deleted out of my credit file. Please call me at 913-337-5319 Thank You Fernando Rodelas CC: CEO of T Mobile John Legere, President of T Mobile Mike Sievert. BBB.
for info on the account the last 4 of the social are 6044- Fernando Rodelas opened in 2013
I am writing to dispute the recent charges to my business account MSEA, LLC 964398211. My bank account was drafted a $511.50 payment that I am disputing and now I am unable to get my medicine nor food for the month of February. I am at a disadvantage in negotiating reimbursement as a vulnerable adult as I tried to speak with the customer care person. Help, the authorization was for the active account that had be closed prior to January 30, 2019
I get no phone signal at work. I complained about this for the last 2 years my work address 1700 Clairmont Rd Decatur GA 30033 and the VA Hospital 1670 Clairmont Rd. My message and miss called don't show up for 24-48 hrs. I also signed up for the veteran discount at a kiosk and it was never applied my phone number 770-685-0960
I am trying to switch to Verizon Wireless to get as far away from T-Mobile as possible. However, when Verizon went to activate my phone with their SIM card, my phone locked and now T-Mobile is saying they cannot unlock it until the final bill is paid. Well, the final bill isn't even generated and won't be for another 3 weeks! Absolutely unacceptable. I paid both my iphone 8's off over 4 months ago, which means T-Mobile does not own them, which in turn means they should not be locked. I find it reprehensible that they continued to lock my phone after I had paid off the phones and I seriously think this should or may be illegal.
I find it unacceptable that there is no faster to solution to unlocking the phone than the 24 hour request period. Every time the request is sent, I wait another 24 hours just to be told that my phones cannot be unlocked. There should be a direct number to the unlocking department (whoever they are) for emergency unlocking situations. This is a business phone and this whole situation should never have happened.
T-Mobile is by far the worst cell phone provider in this country and should be ashamed for the way they treat customers.
After speaking to someone on the phone at T-Mobile in August 2017, they took my $10 and sent me a SIM starter kit so I could install it into my existing phone before signing up for a plan. Today is 2-1-2019. The SIM card has an expiration date of 6-28-2019... BUT.... what T-Mobile won't tell you is that you have 60 days to install it before it goes *poof*... never mind that the card hasn't expired yet. After being shuffled between 4 reps in India and then finally to a US rep and her floor manager, I ended up with absolutely no attempts on their part to make this right by me. They would speak over me, answering any question I had with the same reply that the card had expired and they were happy to send me a new card for $25. Over and over! I'm not sure where they were trained to think that rudeness would be a sure-fire way to turn me into a happy customer. I didn't even get an offer of a $10 refund or $10 credit toward their SIM card that now sells for $25. I can only see that this is a bait'n'hook scam or consumer fraud. Hey, I wouldn't be so upset if someone had told me I had 60 days or if there had been something in the envelope or within the starter kit packet explaining that, but their failure to inform me doesn't justify ripping me off. My final contact was in sales and then her floor manager, Zachs. Both were very condescending and didn't seem to care that I was out $10 and got nothing but aggravation for it. What has happened to customer service? I've got to say that Verizon still seems to know what it is, and I will bring my additional business to them now, and T-Mobile will never, ever be a consideration again. I've never been treated so poorly to inspire me to post a complaint to protect other consumers before, but they earned this one. Good luck if you choose to do business with them. I suggest going to a store where you can get the name of the person taking your money, and have them put everything in writing. Note: After reading others' complaints against T-Mobile, I feel very fortunate that they made me angry enough to choose to not do business with them... all for only $10!
I am very unhappy. I have been dealing with this issue for over a year. I have called and spent countless hours on the phone and have gotten no results after countless times of being told I would.
I purchased a Galaxy Note 8 with the buy one get one free promotion and they did not have the second one in the store so they told me it would be mailed out to me.
I never received it so about 6-7 months later I began calling and trying to get this resolved.After specking with 10-15 different supervisors and being told that this would be shipped out on more then one occasion this has turned into a nightmare. Now I am being told that I am not eligible for the promised phone. I am paying about 450 a month and been with T mobile for about 8 years.on phone services and am to the point where I am thinking of leaving T-Mobile to go with Verizon.
This has been the worst I have dealt with.
I need this taken care of asap.
SMS Not Sending. After over 10 years with T-Mobile it may be time to switch carriers. After 10+ hours on the phone with tech support via phone calls and chatting nobody is still receiving my text messages even though they say sent. After hours, tech support said it was my phone after assuring them it was not (because I put family members SIM card in and texting worked fine) despite this logic they insisted I get a new phone to resolve the issue. Against all logic I bought a new $600 phone as predicted this did not solve the problem and they offered a whooping $50 credit for my new phone. The very nice rep at the store tried for over an hour to resolve issue with Tech Support with no success. The most frustrating part is that I am on my 3rd trouble ticket number. Once the trouble ticket gets escalated above regular tech support someone closes it out without confirming with me that it has been resolved. I am now on my 3rd trouble ticket #22254690. The very nice reps keep promising me that it will be resolved and not to worry. Very difficult running my business with people not receiving my text messages.
T-Mobile is stated to the best cellular service; however, my financial experiences have been the worst. First of all, when I switched from Sprint to T-Mobile, T-Mobile never paid my final bill. The final bill of $1693.00 is now on my credit report. I have gone to the store at Northgate Mall located in Durham, North Carolina and inquired about this. They have instructed to submit my final bill, which was done more than twice. I currently still have that line with T-Mobile, and just overall am so done with the customer service of T-Mobile.
Second complaint is, I had ordered another line and cell phone with T-Mobile. That cell phone was returned within the time frame, and the line was ever used. However, T-Mobile was drafting my account each month for the monthly payment. I had gone into a store, which called in to close the account and started the process of a refund. I was told on December 1, 2018 that I would receive a refund of $210.00. As of today, that refund has not been received. I called back in January 19, 2019, the operator processed another request for refund. On today, I am told that the refund has been denied. Please tell me why. I received confirmation that the cellphone was returned. There was absolutely no usage on the cell phone line.
T-Mobile has become a thorn and have very poor customer service satisfaction. Every time, I have a problem with T- Mobile y problems are never solved. T-Mobile has caused a problem on personal credit report as well as over the past few months of overcharging me.
Upon switching cellular services, T-Mobile was supposed to mail me a credit card to pay Sprint. That card was never received. I was told by a phone operator, that the card would be send electronically, and it was never received.
T-Mobile customer service continues to lie and break promises. I no longer go to the store at Northgate Mall in Durham, NC. They have clearly allowed my credit report to be ruined after promising better rates than Sprint. However, if I'd known my credit would become screwed up, I would have stayed with Sprint.
Then I come to T-Mobile, and discover that you are will taking money from me. I am so regretful for coming to T-Mobile. However, I have gotten better and pleasant service from the T-Mobile store on Glenn School Road in Durham, NC, I am just unhappy with the poor customer service satisfaction I have been receiving towards my problems.
i bought a phone back in march in 2012 used in till feb25.2012 then my phone didnt work tried to fix the prombles but coundnt so tmoble told me to go to target to get the phone replaced so i did and they coundnt fix it so they gave my a newer phone and that broke. i was charfed with two phones that never work and i was carged with two broken phones and chargers 732688-4827 and 732766-7976.344.00 charde with two cancellations fees 200. 200. each .totle 798.00 totlled charges. thank u stacy melby
Brought 2 phones in October of 2018 from 218 commerce circle in Bristol pa with a free tablet I was asked did I want to insure phones and I said yes but didn't want to insure tablet. I was having issues with phone so I took it back to the store on 1/26/2019 that I brought it from 218 commerce circle in Bristol pa and I was treated in a unprofessional manner, I was told that I didn't have insurance and I told them that was in correct. Store manager Alexis put me thru to customer service and they in turn sent me back to Alexis who refuse to give me any other options or help me. Words were exchanged and Alexis walked off and told me to fuck off. I am furious because I spent over 1000 dollars in phones and the employee did not put insurance on my phones. I would like to be compensated in some way and an apology for the way I was treated. I work for Fedex express and I would fire any of my employees if they treated a customer the way I was treated. I will not stop until I am heard and something is done about that store. I just wanted my phone fix not trying to be fraudulent in anyway because of his mistake I am now without a phone and 800 dollars very angry customer....
I want an e-mail address to send a transcript to, for you to see. I was told I could get a plan at a local T-Mobile store only to put forth, time, effort, gas, etc. and find out I couldn't. Also some other issues I would like to discuss. Also I went to a store about getting information on a plan and to buy an $80 phone, only to have the clerk insist I get the $300 phone, which I re-iterated numerous times I did not want or need that phone. Only to have him tell me they would finance it (seriously, if you need to finance $300, a phone SHOULD NOT be your next purchase). Then he asked (it was a Thurs) if I was to decide to buy it (the $300 phone) would I mind waiting until Monday, because then his training period would be over and he would get commission.
we been having this ongoing problem with us paying and the money has not been applied to the right account, the problem has been going on since 2015, its been 5 years and still we back to the same place, always the same exact problem we pay and the money doesn't get applied to the account, the check has our account # written on it .
I really don't like to be lied to. Your employees including manager at the Lakewood WA 98499 location straight lied to my face. I been using your services thru metropcs and was going to switch over to the mobile but your employees told a bold face lie to my face. Not knowing that I have an old friend who worked for you. Integrity is big on customer service. I'm looking to move my services. I'm very disappointed about my experience at your store!
I want to first apologize, for having such bad payments. But on 12/27/18 I called and spoke to a representative name Crystal in Oklahoma and I do believe call was recorded. Well that time the services were suspended, what told to me was that 478.55 needed to be paid and I think I was connected to Kelly at the Financial Dept. don't remember if it was crystal or Kelly but I was told I had 3 months which would be March 10 to pay this amount and the rest of balance would be connected to be payed with restored services and that nothing more would be added to balance because phones were not working. I called on 1/16/19 to make a payment and was told that 571.76 needed to be paid for restored services. I called again and spoke to Priscilla on 1/20 and was told the same thing, I asked for a email and she said that only had a mailing address. I am very disappointed with the way I have been treated. All I ask is for someone to investigate this matter and let me know. Thank You.
I purchased a new phone on 12/3/18 and spoke with Ebony. The phone was mailed to me because there is No T-Mobile Store here in Dubuque, IA. You had a new Promotion going on and I was not told about it.
I called on 12/13/18 and spoke with Jasper to get help setting up my New phone. I asked him about the Promotion. I then added a New line to my account. I did everything for the Promotion in order to get the 50 inch Samsung TV. Jasper let me do everything over the phone rather than driving an hour an a half to Davenport since we do not have a store here were I live. He then told me I should receive a Email in three days.
I called on 12/26/18 and spoke with Josh the supervisor. I was calling about my bill because it was higher than what I was told by Ebony. He was questioning me and stated the 4 reps that I talked to before said I was not eligible and said I had to go to a store. He kept repeating this. The 4 reps that you spoke with before told you that you were not eligible. Why did you even call. I told him to please be quiet. I called because I needed help setting my New phone up that I just bought. I also purchased a new line that was added to my account. I told him to pull the call between Josh and I so he can hear what was said.
I can not believe how this supervisor made me feel and treated me with no respect. I was so upset and hurt. He acted like I could not call T-Mobile, but I am a member. I felt like dirt when I got off the phone with him. I did everything for this promotion except go to a store, but we do not have a store her in Dubuque, IA. If Jasper told me that I had to go to the store, then I would have. He was nice and thought he was helping out. I never did get a Email.
I tried to make this short. I have more notes. I thought Customers meant something? I was with IWireless for 12 years and they said to try you. I have been with you for 6 months.
I have been a customer for a long time. I bought the cheapest phone you had. the man who took care of me said I'm going to give you a case and shield protector. I said thank you I have my receipt. on that day I paid off 2 phones I was paying on. I have that receipt. there were no charges for the case and shield and chip. then when I get my bill they are on there. I called at least 20 times I went to the store the manager said she would take care of it. I called and they said my bill would be 83. 87 a month that the charges were taken. off did not happen. now I get a call the store will credit me 30 and team mobile 50. but my bill will stay the same. no I have been paying for items I did not ask for. I want them removed and I want my bill back to 83.00 dollars or I will present everything to my attorney and sue you for all the calls aggravation and making my blood pressure go up. Some one needs to take this seriously and go threw all the notes if your representatives do their job right I will not pay the bill till it is correct or I will let it go to collections and sue you.
I've made three or more attempts to get my auto pay charges changed which are associated with a two-line account, which I no longer have...different customer representatives give different resolutions, but yet the auto pay has not changed...I need someone to look into this matter and make the necessary changes to my account...
I signed up on October 20, 2018 in Suitland, MD. Then rec'd. a bill for $123 due on 11/13/2018. That's when I discovered that an I Phone that I had not purchased had been added to the account. The I Phone was purchased in Atlantic City, NJ 30 mins before the T-Mobile employee put my Motorola in my hand! T-Mobile adjusted my bill and (claimed) the matter had been referred to its fraud unit. The bill due in Dec. 2018 also was incorrect and still had the I Phone in the bill. They once again adjusted my bill and assured me the matter would be addressed. Then my bill due 1/3/2019 still charged me for an I Phone that I didn't and couldn't have purchased. This time they didn't adjust my bill. They made me pay for something I didn't and couldn't have purchased. This company is the WORST. There's a crook in their employ and they seem apathetic or impotent about doing something about it.
Thank you for the person who HELPED ME @ the American Canyon Store in California....I had a great customer experience I purchase my phone...He took the time and went out his way to reassure me...my phone had be damaged he was smart and confident in knowing his job...I loved his positive support
415-972-9850 t-mobile for life
I went into the TMobile store located in Broomall PA on 12/26/18, to complete a buyers remorse. The phone was shopped to the store so it was never in my possession. After repeating myself to the associate she finally got the phone out of the back, I handed her my return label issued by tmobile she didn't know what to do with it. I explained repeatedly and she took the label and placed losely on the box and placed it under the counter. I did not feel good about this so I went outside and called 611. I explained the situation and was advised that they send back products daily if not every other. The phone rep reassured me that she documented my account and to call back in about a week. I called today 1/7/19 because I still never received confirmation about the phone or my refund. The rep today tracked and found that it wasn't sent out until 1/2/19. That is a week after I returned it and completely unacceptable as it will be another week before I am refunded my money. This is extremely poor customer service, your own employees do not follow your protocol and as a result the customer has to suffer.
I WOULD RATE IT 0... I have been trying for hours to get T-Mobile to credit my account and give me mins.
I sat for 2 hours explaining the problem to MANY service reps. After being on hold for 1 hour and 25mins i finally got one that was going to help and POOF i had to go back to the start,
This is what is going on...I paid 30.00 to my account for mins On 12/9/18. The total was 33.95 ... They then took out 43.95 I called again long wait times, But they said they would refund the 10.00. I received the refund of 10.99
My Bank account shows the payment coming out 120/18 ORUS TR:610197 RF-200396531T 43.95 , >>>>>>>>>I SET IT UP FOR 30.00
My bank account shows. 12/13/18 OURS TR:-409131 RF20002858767T 10.99>>>>>>>>RETUNED.
I have not received the minutes for the 30.00 you still have. Your customer service is basically the run around. Most of them can't speak english very well and they just keep passing me off to another one then I get hung up while waiting AGAIN.
I guess if I don't hear back from this email I will just go to Our States Attorney General becasue if you are doing it to one you are doing it to many.
My email is Thefritzkes@aol.com MY LAND LINE IS 651-272-5142.. I HAVE TO SAY I HAVE BEEN A CUSTOMER FOR AOUND A DECADE OR MORE AND I AM STUNNED BY YOUR CUSTOMER SERVICE and have never had this problem before.
My cell phone # account # is 651-431-8432
The reno store in midwest city OK.The poorly dressed and dirty looking White girl that works there was rude to me because i didn't understand a problem with my phone.
She embarrassed me in front everybody in the store.All the other workers are very nice.I was the only White man there while five black workers and four cust- were staring at me.She doesn't know anything of how a phone works ( there's to much wi-fi in the air) This is not the first time she has been rude to me..I have been a loyal paying cust- for yrs.This is unaceptable!! Please do something.I have told everybody I meet that T-moble is the best! Thank You.Tom Thomas (405) 361-1491
Today January 4th, 2019 I have called 8 times to the *611 and transferred over ten times. My issue is still not fixed. I have an ein number for a business that I own. I was told I can get the family discount of 40.00. Which 40.00 was credited today for the discount because I was told it would not start until next month that I was already ready to go to go to the website and enter my email and phone number. Which I did, it says I am not elgible. I call back and reach a lady named Micah. Micah transferred me to the business account side. Which the guy transferred me to a place that needed a dealer code. Mind you I have already waited 30 minutes to speak to someone each of these 8 times. Now, I am waiting for a call back to get the run around.
My Phone was Stolen, trying to block phone but it seems hard for the agents from the Philippens to tell me the Status of the phone, also quality of their knowledge about purchasing a new phone was difficult to understand I have been a LOYAL customer for several years and getting very little help when I need support with a Stolen phone issue and trying to replace my phone, I miss your LOYALTY dept. if I can contact some one to help that would be great as I have no number for some one to contact me. Sincerely frustrated Peter Angles my SUSpender number is 818 636 5798
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