T-Mobile Complaints Continued... (Page 7)
1105+ reviews added so far. Upset? Call T-Mobile corporate: 425-378-4000
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 was told I could upgrade my phone (iphone5C) to an Iphone 6S or XL if I outright paid for the phone I have. I went to a T-Mobile store and had the unfortunate luck of having one of the most idiotic rep. I told him that I wanted to upgrade my phone - "ok you will need to pay 137.00 and we can get it started for you." I paid the 137 and had some problems logging into my icloud and to download all my contacts and such to my new phone. Well, I was locked out so I was told to contact Apple directly to get this issue resolved.
Mind you - Ty (the idiotic rep) held my phone - looked at it for nearly 30 minutes to try to figure out how to unlock my phone. To no avail, I had to leave so I told him "I want a receipt for the monies I paid you and I will have my husband come back to finish the upgrade." Ty replied "No problem I will have the phone waiting for you." My husband comes back to find out that he could not upgrade my phone because the iphone 5c has a crack on it! Wait... we were looking at this phone for nearly 45 minutes together and you took my money. Okay, fine - my husband then asked for our money back.
Nope Tmobile responded by saying they are unable to process refunds. Wait. You didn't deliver what was promised--after this incident, it has been one lie after another with their 611 "customer service" line. I am so done with T-Mobile. I cant wait til all 3 of my lines are paid for so I can terminate my contract and go on to a better company.

I attempted to leave my mobile number at least 5 times, on the T-Mobile customer service voice message system regarding a return call, to no avail. I am disputing my statement initiating a new phone, and for the fact that I was being charged $100.00 for a new phone as a new customer when in essence being a long time subscriber, and what is "simple starter", never explained this, I will not pay for this billing complaint, and if I need to go to another carrier, so be it. Very dissatisfied, and for the fact that my wireless phone was not functioning correctly.

I purchased a pre-paid plan and bought a new phone from T-mobile in Nov. 2015, within the 14 day return period my phone started to act up by freezing and getting very hot. I took the phone back to the location were i purchased it. The manger told me i could return the phone because it was on a pre-paid plan. He told me i would have to purchase another phone. The phone in question was the Samsung Prime Core. I needed a phone so i purchased ANOTHER Samsung Prime Core thru T-mobile.
It is now close to Christmas and i went into a different T-mobile store to look at better phones. I now own a Samsung S6 which i like much better than the prime Core. I feel that the manger from the first T-mobile store didn't treat me right by not allowing me to return the first phone and made me by a second phone. I would really like some kind of a refund for the unnecessary money that i had to lay out for the 2 phones that i had to purchase from T-mobile.I feel like the Manger took advantage of me. I would like the T-mobile customer department to respond to this complaint.

In 2012/2013 I had a great deal of problems with dropped calls, no coverage, missed text messages and the list goes on. The whole thing started when I tried to explain to T-Mobile that the only line of communication I had with my son who is mentally handicapped and we tried everything between myself and T-Mobile to rectify this, such as trying new phones. Unfortunately this also did not work and the amount of money I was spending on improving this. Because of the lack of communication my son had to go through a great deal of medical attention. This can all be proven with bill's from Dr.s and school records.
To make a very long and detailed story we, that is T-Mobile and myself decided to end the contract. This meaning everything was paid in full including the phones we had received from T-Mobile. There is more to all of this and I would love to speak to someone about this "again" if I must. The corporate executives should hear my complaint!

On November 30, 2015 I upgraded my Samsung S5 cell phone to the new iPhone 6 (at the urging of my son in Los Angeles) through the Jump I pay for monthly on my invoice.I can not seem to master the iphone. I even purchased an instruction book from Barnes & Noble without success. It took me one year to master the Samsung Android system. I realize at 84 years old my brain doesn't function as well as it used too. for the past 10 days I tried reaching the associate at store 7842 in Clearwater Fl where I live. He helped me with that purchase & transfer of the data from one phone to the other (very helpful) He was always very busy with the Holiday season or not working at the time.
The reason I was calling & Not going to the Store is/was because I was taking care of my sick girlfriend in Treasure Island who is recuperating from an operation. So today I went to the store at 3pm when he started work because I wanted to trade back the iPhone 6s for the new Samsung s6 because I can now work well with the Android system. I was told by your store manager that I am now week to late & I would have to pay $ 300 to do so. Under the circumstances I hope you will reconsider & allow the exchange. I believe he doesn't want to do it be a use the Samsung s6 is on sale until the 23rd for $498 which is less than the iPhone 6s. Since time is running out on that holiday price I hope you will clear this up to my satisfaction immediately.

In September 2015 T-Mobile ran an ad - to trade in a phone for i-phone 6S plus and receive a credit. I traded in my Samsung 32GB Galaxy S5 in perfect working condition. I called in to check with T-Mobile service representative and was informed that it will take two billing cycles before they credit to my account. I then called in two more times and was informed that the warehouse has received my phone and they will credit to my account. I did not see any credit applied to my account after the second billing cycle. I then waited until the the third cycle to call them back.
After a long waiting and research on their part. They came up with an excuse that my phone did not power on. That phone was in very good shape and I bubble wrapped it carefully when I sent it to them. I tell them that it is not possible because I used the phone just before I sent it in and I asked them to please verify my usage just before I sent in and they will see that the phone is good. They just said that they are sorry and claimed that the phone did not power on. I asked them then please give my phone back as I paid $500+ for that phone just over a year ago. They said that they are sorry but they cannot send it back to me.
So the way I see it is that T-Mobile has orchestrated a perfect fraud scheme here to trick customers to trade in their phone so they can legally rob the phone from an honest customer. Is any thing that I can do? I feel that I am a victim and being treated unfair by T-Mobile here I have attached the pictures showing how the phone is bubble wrapped along with the IMEI when I sent it back.

I bought 2 phones during a rebate period. At first I was denied the rebate because T-Mobile said I didn't buy the phones during the proper time. I returned to the store of purchase, they called customer service, I was approved for the rebates. I checked on the status of the rebate, tracking ID: BMHM-7673-5380, found I am again denied. Was T-Mobile hoping I would just forget about it so you wouldn't have to pay out the rebate?


I have a defective phone from T Mobile. They give you 14 days to trade your phone from the time you purchase it. Its called the :Buyers Remorse". The store manager refused to make an even exchange because the phone was purchased on Black Friday for 579 and after that the price went up to 679. The manager wanted me to pay the 679 to exchange the exact same phone with receipt in hand. He also wanted to change a restocking fee. I was in the store for four hours and still walked out with nothing.

I purchased 3 phones on Sept 26, 2015. I received the phones about a week later and returned them the next day after receiving them. The phones were 16 gigs and we wanted 64 gigs. To say the least I've been waiting on my refund because I cancelled all services, since and I've have not received my refund. I've talked to several customer service reps and each one is worse than the one before. How long does it take to receive a refund of $138.36. This service has been terrible and one of the worst experiences I've ever had.

We have had the worst experience ever with any phone company. First order your online got my social security wrong and would not let us know anything on that order we had to have that order canceled so they could create new account but still got charged for their screw up. Now new order ships and we get wrong phones on that order. We are now charged again for these phones. Now t-mobile is into my bank account for over 500.00 and we are told that we have to wait for our money. Never had t-mobile but you would think that when you have business you would want to give good service but we get no help from anyone.

I tried to buy a iPhone 6 for me and my daughter. I am a prepay customer but I couldn't qualify for a no money down on the phone because I was late one time on a payment. So I had to pay 60% to get the phone. Ridiculous. I have been a T-Mobile customer for years because of this I am switching.

Dear t-mobile corporate office, someone is opening up T-Mobile accounts without my consent! My IP address on all my phones correlate and are connected to a mysterious identity theft farmhouse in Wichita Kansas which I have fallen victim to! I have been reporting this matter many times and yet still my iPad address on my phone and all my phones are connected to this mysterious place! My phone is controlled remotely and my gps is way off not working because my location is unknown equaling that of Wichita Kansas!
Also, my location should be very able to tell me that I am in Chicago it's not hard to find Chicago now is it? But you people do nothing about this until I report you to fcc for fraud!!! My identity has been stolen and it is all because my phones are stubbornly connected to this up address which is always located in latitude of 38 longitude of -97 !! If you look up this. Location you will clearly see that it is a location that is linked to fraud and identity that if you agree or are part of that ring I want nothing to do with you so it is to your advantage to do something about this matter because it could turn to a scandal be possible lawsuit you don't want to enable and conspire with these thieves do you?


I was abruptly disconnected from internet while I was working. I spent several hours and 18 persons of whom said "I care and will resolve this issue". After being transferred, disconnected, repeatedly asking for my personal information over and over and over...I gave up. It was crazy and one should not have to endure such an experience to get re-connection. I want a resolution/ compensation from T-Mobile corporate headquarters. Yes, I went back this morning after holding off a day and half of work. The cycle started again! However I was able to bare patience and get service.

My T-Mobile service expired unbeknownst to me last night. I tried for a couple of hours last night trying to get it to work. I called T-Mobile customer service this a.m. To get it fixed, took me going through 14 persons over 2 hours of being told "I care" give your cell # in case disconnect.

On Nov. 28, 2015 me and my family went into the T-mobile store at 9930 and purchase a phone. But there is a BIG problem my old number was ported to a customer that was already possibility has an account with T-mobile. We was customers of Sprint for a while and we had to come to this. And as of right now I am unhappy and I have to wait 24 hours to get this ported correctly. The customer service rep. by the name of Daniela was wonderful as a agent but the music was to loud and had to many people hang around for no reason. The neighborhood is high crime but safe. I am a hospice chaplain and it is very important that it is fix. I have important numbers in there and I need some kind of discount to this issues. Maybe I should escalate to the corporate office?

I've been a loyal customer to Tmobile for years. I never had a problem with adding a line, resolving phone issues, billing issues, etc.not until yesterday, as I step foot into a Tmobile store on 2369 Mission st., cross street is 19th st in San Francisco, CA. I clearly gave my information to the female representative and she was hesitate about helping me opening another line, so she called over her Latino male supervisor. He told me he is not able to add another line because I was not the primary person of the account and that it would have to be my sister instead.He told me I would need my sister to come into the store and take care of it and that it is illegal for me to make any changes for the account.
I never had this issue with any other T-Mobile or over the phone customer service before! I have all my sister's information and besides, I was also the other primary person on the account. It was so upsetting to me that I decided to finally end my account with T-mobile once and for all. I felt really disrespected and I would of thought they would want more business with loyal customers , like myself but I was wrong. Throughout my experience with T-mobile, I would also tell others that T-mobile is the best cell phone company that provides great service but now, I think differently...The supervisor was pushy and not very nice.I will never go back with T-mobile again because of this incident. In the end, I decided to join Cricket Wireless because they provided me great customer service and excellent service for my cell phone.


I went to use my phone insurance after I accidentally dropped my phone and broke the screen. I went to T- Mobile store . I was told that I need to call insurance company directly, which I did they gave me wrong number . got right number for Asurion . Try phoning in but could no get through long wait time. SO I tried to file on line only to get an error. So I call back Asurion finally get through to agent only to learn the G4 is out of inventory and unsure when I would get new phone so much for overnight replacement. I had to escalated issue talked to manager only option he had was to reimburse me for cost of phone less deductible then I could go to T-Mobile store a buy one. IF I can buy one why is not available to ship? This was a very poor customer service experience from the store to Asurion. I will be waiting for check to arrive from 3-5 working days. So when you say that you will have a replacement phone in 24 hours that is not true. I very unhappy long time user of T-Mobile not sure where your customer service went. Please review your insurance policy and make changes.

Fraud. Someone fraudulently obtained multiple phones from T-Mobile. Initially, it appeared that they obtained two phones but I recently received 3 notices from Assurant Solutions regarding 3 device protection plans. The 3 phone numbers they provided were (954)371-6856, (954) 371-7132, (954) 371-6965. I have never applied for or cellular obtained any phones or services from T-Mobile and this is a matter involving identity theft. Please have the numbers disabled or at least tracked, and have your Fraud Department fix this!

I was given the 3rd degree about a charge t-mobile alleged I did not pay, after having my bank confirm the charge, I then made a request to set up payment arrangements manually with a supervisor, and was told that it was put in place for 2 payments along with dates and that my service should not be interrupted. One payment was scheduled for the 19th and at 430am my phone was temporary suspended. I am overly pissed since this is the 3 time in less than 30days that i have had to call them to dispute discrepancies with my account

I bought a family plan (4 lines). I cancelled on October 25,2015, as was confirmed by Christopher. The other three were cancelled October 30th, 2015. Today (November 18th, 2015) I received a bill, and discovered that the line that I closed on October 25, 2015, was being charged, as it was active. T-Mobile is charging $111.15 for the service between November 11th, and December 12, 2015. Today I called Customer Service, and talked with Ariel (1271635); I explained that I stopped using T-Mobile, and started using a different provider; as well as that it is not my fault that Christopher made a mistake. When I made the family plan, I was scammed. They promised that because of a promotion, there would be free equipment, however there were charges for the equipment. Now, you are attempting to deceive me further; I have no other option, but to sue. If you have an ounce of righteousness, i plead for you to resolve this situation. The total is $115.15 service that I do not receive, and that you offered in a deceiving way.

It is going on the third week and dozens of staff to still not have resolve this problem with T- Mobile. On November 3, I purchased a sims card over the phone from T-Mobile for $1.05. Thats all, I have never made any other purchases from T-Mobile. But on that same day T-Mobile put through a unauthorized charge of $68.20. After 11 days on the phone with T-Mobile know one can help me. This has caused many problems and T-Mobile is not resolving this with me. And I'm still with out minutes on my phone as I don't want your service because of this problem

I'm sorry to say that it's not worth saving a few dollars on a plan if part of the price is lousy customer service and being without a phone for two weeks. My wife took my phone for servicing to the local T-mobile store in South Orange, New Jersey, on Tuesday, November 3, explaining that it wouldn't hold a charge. The sales rep took the phone, asked my wife for $5, and said a replacement would come in the mail, Monday, November 10. Not same-day service like other vendors provide, a never-before-mentioned charge, but "acceptable" as trade-off for a cheaper contract that works well in large cities.
November 10 -- no phone. My wife called customer service and was told (for the first time), "Sorry, backordered. You won't have it until Monday, November 16." After an escalating conversation with periods on hold, my wife was successively offered $20, then $25, then $30 to hang up and go away. I have to tell you that when anyone mentions T-mobile, this exchange will be the first thing that comes to mind to mention.

I have had the worst experience with T-mobile. I cancelled my account back in April because I moved to China. However while in China I realized that my credit score went down and this seems to be due to an account sent to collections which surprisingly seems to be my old t-mobile account. I decided to contact t-mobile, but they do not have access to the accounts, so I contacted the collections agency and they referred me back to t-mobile, after much back and forth the collection agency was able to tell me that this balance was owed due a device charge since my device was payed in installment plans.
However, when you request to cancel an account in order to do so you must pay your device in full. I requested a claim to be filed on this account, and again, for three weeks I had no sort of notification nor did I heard back from t-mobile. After calling many times and being transferred to many departments because apparently nobody has full access to my accounts, or they just don't want to bother, I was able to reach someone who seemed to have access and that wanted to help me, everybody else didn't seem too customer service oriented, and if anything they seemed annoyed at my request for more information for they claimed they did not have it.
Sadly, I did not get her name and for some reason we got disconnected. She told me that I was sent a refund back in may for $145.39 because I over payed my bill when I closed the account. in the form of a card, which is very interesting because I cancelled my account because I moved to China, and of course I never received that refund. Now what doesn't make sense is, how come t-mobile refunds me $145.39 and then charges me $189 for device charges in May. I payed off this phone, and I did not use the t-mobile account in may because I believed I had cancelled it. As far as it goes nobody has been able to help me in this situation, and the last I got was a number to a different collections agency, which I called, but they couldn't transfer to the right department, which I called and it just said that it had no reprensentatives available at this time.
For me it is 3:30 am here in China, and I've been on the phone since 2am. And I do have to work at 8, so you can only imagine how frustrating is to have to be up this late dealing with a situation that apparently could've been avoided. This experience has been the worst, and I have spent so much time and money trying to solve this issue and still nobody is able to explain things clearly to me. I never got access to the refund, so what happens to that money? How come I cancelled my account in April and I owe $189 for device charges in May? What kind of fees are these? I would really hope you fix your customer care system, because you may be a big company but it should still appreciate each and every single one of their customer, and value their time.

I had been with t-mobile for over 10 years. In September 2015 my new Samsung Galaxy S5 screen blinked on a Friday, so I called t mobile to let them know that hey my screen blinked out on my phone so I need another phone due to the fact that I don't have a home phone and it's the weekend. I called and t mobile rep told me we would place your order but until then go get a loner phone from your close location so I called my area stores and no one had any. So I was scheduled to work until 6:30pm that a afternoon so I called t-mobile back to inform them that my location did not have any and the store front location close at 8pm so after getting off work and driving to a store it was 6:50. I then called customer service to ask them what I could do to get a phone because I need a phone for emergency over the weekend. The customer service representative for t mobile informed me that he could not do anything so I explained that the store was closing soon and I needed to have some type of phone for the weekend just in case of an emergency. He put me on hold plenty of times and came back to the phone with I have to have my manager handle it.
The representative then got on the phone and said if you are in the store we will apply a credit and just buy the phone and after a few days you can go back and request a refund. So that is what I did. He was on a recorded phone line and the fact that I had been with t mobile they had done right by me. I set in the store while the representative over the phone applied the credit. The in store representative then Said yes I can see the credit. So I was informed by the phone rep to purchase the phone using my own funds and t-mobile would reimburse me. After a few days I called to request the refund and I was told ok it's being processed in the mean time I was told I was scheduled to receive the phone that suppose to be sent to me via handset replacement on that following Monday but instead received it on Wednesday. But I called t mobile customer service several times and I'm at dead end I need to money to put back on my credit card that gaining interest ever month I don't want the credit on the account. Please help


I got 4 I-phone 6S in Danvers, MA Customer Service rep. told me about the 14 days policy. Unfortunately the area I work and around my town my phone has absolutely zero bar connection, went to the other store and got new phones and went back to the Danvers store to return still under the 14 days policy and they refuse to take the phone back even I am paying the 50 fee for stock. I don't understand, have being T-Mobile for over 10 years while lived in other town and now this is the treatment I get? I don't know why they are so difficult to deal with.

My husband and myself recently switched with the promise that it is hassle free. All we have to do is give them our phones and they will pay for what is left on them and the cancelation fees so there will be no cost to us just send in a form and our last bill. So we did. 5 weeks later we get a letter saying that they need a bill with a break down on it, which our previous carrier did not provide. We went to our previous provider and they were able to pull it up. My husband faxed it in to the representative and called her back to confirm she received the fax. Now almost four weeks later and late fees adding up from my previous provider they send me a card worth half of what is owed. I call the number for customer service that came with the card and the gentleman tried to help me but had to pass me off to another department.
This guy started off nice and admitted the reimbursement was wrong but the number he gave me still didn't cover the phones and cancelation fee. So then he proceeded to tell me that he was going off my final bill and they had no record of the breakdown that my husband faxed in. Not having much confidence in them at this point being we just got notice from Experian that our information was part of the recent data breach and now they have lost a fax with my personal information on it?! The guy gave me an attitude that he was doing me a favor then transferred me to another department that transferred me back, but this time his department was closed for the evening. This is the worst service I have ever received anywhere and I work in a retail environment that would have my job if I ever treated a customer like this. The only reason I gave two stars was or the two representatives that really couldn't help me but were very pleasant.

I have been a customer for over fifteen years and have three lines total and my bill has escalated to twenty dollars more than I usually pay due to and this is your reps explanation that there is no more 20 dollar loyalty discounts and no more contracts right later that evening I watched a T-Mobile commercial that advertised unlimited talk text and 10 gigs of data per line for 30 dollars per line up to four lines and a 18 month contract and I told that to you rep and she said your commercial was wrong and I clearly read and saved it watching and reading all the particulars on freeze frame and your rep told me a bold face lie that it is 100 dollars for the first two lines and 20 dollars every line after that would actually increase my costs.
I told her that she was totally incorrect because that is not what you commercial depicts no where in your ad she was rude and told me that the ad is not what it states if that is the case then that is fraudulent advertising and being a long time customer to be treated that way is unheard of I need a corporate rep to contact me in this matter at my t mobile number to resolve my complaint and get to the bottom of this or this . If not on I will go to the proper authorities on how blatant the discrepancies are from your ad to what your reps in your resolution dept tell your customers I still can't believe how you have your reps trained to be so rude and unhelpful and talk to your customers like they are stupid.

I purchased a Studio 5.0 Blu Android 1 week ago and two online SIM cards from T-Mobile. The phone was not reading the SIM cards and after speaking to a tech from T-Mobile, he was suggested I go to a T-Mobile outlet. I received the worst customer service from a woman by the name of Ashley. After I explained what had transpired with the phone and SIM card, she kept telling me "I did not make sense." To boot, she took out the SIM card and adopter out. She proceeded to insert the adopter, and inserted it upside down, without the SIM card. The adopter was stuck and the manger had to flat small silver instrument to retrieve the adopter out.
The fibers that make contact with the SIM Card have been damaged because of Ashley's carelessness and belligerent behavior. The outlet is located in the Bronx, New York 10451 on the corner of 149 Street and the Grand Concourse. Another issue, was that, the music in the store was so loud I had to speak above my regular volume. They need to be trained in Customer Service relations. It was an absolutely horrible experience. They are young and hopefully, more trainings will continue to enhance their professionalism and public service attitudes.

Ever since I updated to lollipop 511 on my phone, I am not getting phone calls, calls are not even registering on my phone, voice mails come in 1-3 days after the fact, and basically over all my service is awful. My husband has contacted customer service 4 times now with various T-Mobile complaints. Every time it is something different to resolve the issue and every time before disconnecting with customer service my husband is assured the situation is resolved. Last night we were told that we were talking to a supervisor, Lou was his name. After Lou did everything in his power to blame the issue on us and continually refused to even hear that the issue started after the 511 update, the issue remains. Lou went on to tell my husband the issue was a result of my phone not being on wifi calling.
Really so for my t mobile phone to work I have to be constantly connected to wifi calling and I have to stay home to receive phone calls? What I do not understand is how did my phone work so well before 511 and now my phone does not work? Lou was rude, accusatory, unhelpful and simply put an ass! Lou finally said well since you have insurance on the phone I will send you a new handset at a $5 cost to us, and proceeded to lecture my husband on how the phone that I would be returning better be in mint condition. Not worried about that because my phone is not even a few months old and basically is in mint condition, but then he tells us that I may not receive a new phone but a refurbished on. Come on! I send my new phone back to T mobile because of an issue that is obviously their fault only to get a used phone in return.
Then Lou repeats that the issue is all our fault because we don't use wifi calling and he would be happy to sell us a router for my house to make wifi calling even better. Give me a break! This is the worst customer service I have ever experienced. Being that I am someone who has worked in customer service for 20 plus years, I can tell you that someone like Lou would never be employed by me and T mobile would never be some place I would ever recommend to my family or friends. I am sharing my T-Mobile complaint with everyone I know.

In the Beginning of October 2015 I purchase three devices and paid with them with my debit card, then on October 27, 2015 the same charges were applied to my debit card again, causing my account to be over drawn and have numerous of over drawn fees. After talking to over ten people, countless hours on the phone, being told they couldn't find the charges and being hang up on i was finally informed that there was an issue with the system causing charges to applied twice.
From there i was told that I have to wait twenty-four to forty-eight hours to wait until my money was return that I never authorized to be taking out of my account. I have only been a customer for twenty days and this is horrible service that i have never experience form any other phone carrier in my life. I would not refer anyone to this company, poor customer service skills, holding time for resolution horrible and horrible results.
So at the end of the day Im out of $305.21 that im waiting to receive back in my account with over $70..00 worth of overdraft fees, but hey at least the Customer Service Rep did notify me there nothing else that can be done.

I have a Microsoft Lumia and it's not allowing me 4g service which is what I have been paying for since day one of purchasing this device at the local Walmart. I don't know if I'm doing something wrong or not but I know that I'm only getting 2g. Help me please the T-Mobile service department is not responding and I cannot find their contact information anywhere on the web.

I cancelled my t mobile service due to repeated dropped calls and the high fees. I am now being charged a cancelation fee when I was not under a contract and have not been for about 3 years. I have been a long customer but lately your fees became unmanagible. Am also being charged for a table that at the time i went in that they were offering a free table. i flat out asked him "what is the catch' He said no catch it is free a we're having a promotion and just want you to connect service with Tmobile and that was it. Well I guess he lied to me. If this doesn't get taken off billl I will have to complaint with the attorney general's office. This is not right.

I called tmobile yesterday concerning the security breach to make sure I was one of them that wasn't affected and when I gave the verbal password that has always been on my account since 2011 the young man I spoke to which happen to be very nice and professional told me that wasn't it and that wasn't it that my password was numbers which has never been so he changed it back however every other time it has been the right password and they say there was nothing showing it had been changed I want to know how a number password before the young man I spoke with changed it back got added and no one can answer that

First off their service coverage is not that good at all. I eventually got fed up with all the non covered area and dropped calls. Never under contract or had a phone purchased through their store or website. My phone was a T-mobile bought at Walmart! Now 2 years later found a friend of mine needs a phone for ATT network. I cannot get my phone unlocked from T-mobile now till they send me a code by email so I can give the phone away!! WOW. BTW Metro PCS is an affiliate of T-mobile companies for anyone interested. Also did you know T-mobile is owned by a foreign company that operates under that name in the USA!

Seven months ago I bought an i-phone 6 plus from T-Mobile in Hilliard, Ohio. I was up-sold insurance for $12 dollars a month only after inquiring about the requirements for a replacement phone if I needed one. The representative assured me there was no limitations, and no deductible since i was paying the highest premium. Again and again the rep said if something happened to the phone I could replace it no problem. I reiterated that I did not want the insurance if that wasn't the case and the salesperson reassured me over and over again.
I dropped my phone a week into use but the damage was so minimal and the phone worked so well I chose to keep the phone. 6 months later my phone has started glitching. While in the middle of conference calls it flips to mute and often hangs me up; booting me from the call. Group texts have also been a challenge, often having to restart my phone in the middle of texting to get my keyboard to work properly. I went to T-Mobile and the rep said I would have to pay $106 for the phone and another $176 for insurance to replace the obvious Apple 6 plus lemon.
I have been an apple user for many years, for the most part they have been dependable, not this one. I've only been T-Mobile user for seven months (never again) and would recommend to everyone to stay away from T-Mobile. Terrible customer service and worse sales techniques. They up-sell with no thought of their customers, only their commission, absolutely unwilling to help and backup their promises. Buyer BEWARE!

T-Mobile promises to pay off your contract...that's a joke. Beware of Tmobile's promises. They promise you a full refund and then come back and say that your refund is minus taxes and fees. Therefore you are stuck with paying off your cancelled contract. And, if that's not bad enough, you have to pay your old contract additional late fees for waiting your reimbursement with T-Mobile. They say it takes 8 weeks; actually it is taking mine over 10 weeks (I'm still waiting). As a group of dissatisfied consumer, we need to get a class-action suit against T-Mobile. Any lawyers seeing our complaints, step-up.

I have been a customer of T-mobile for more than 10 years. Not a day late with a bill. Later they put some charge for a service that I have deactivated. Called 4 times to remove. Recently, I have tried to cancel my account due to travel, and the representative did not follow trough...Then call internationally, chat, call, chat just to cancel. Altogether, around 8 times at least. Meanwhile, they withdraw money from my debit/credit card and sent me a final bill + international call charge and with a collection notice. Until I am not even around. They refused to remove any charges. Unresponsive management/ customer service. I guess some commission is everything for them. Do not switch and be very careful. Just an advise from experience.

On June 26th, 2015 I called T-Mobile to switch my service from Verizon to T-Mobile. The customer service rep. I dealt with was very nice. I received the new phones but did not like them. I called T-Mobile to let them know I was returning the phones and would like to get different phones. I was asked to verify the last four digits of my social security number and was then informed my social security number does not match, therefore they are unable to give me any information. I returned the phones to T-Mobile by tracking number and the phones were received by your receiving doc in forth worth TX. on July 9th at 10.00am. My bank of America account was charged $285.63 on June 29th,2015 and I would like to have my refund back in my account. Furthermore I received a letter from T-Mobile denying me approval, so why was I sent phones and charged?

I was a T-Mobile customer for years and recently changed to Verizon. When we first joined T-Mobile, my husband was stationed (military) in Virginia Beach, VA. We had great service! However, in 2014, we moved to Gulfport MS where we’ve had nothing but problems with service, connection, dropped calls, etc. T-Mobile sent us 2 boosters, and still, our problems remained. On June 4, 2015, we decided to change carriers. My husband is active duty military. He travels and also has to conduct military business from his cell phone. On the day that we switched carriers, I called T-Mobile to let them know that we were changing carriers. The customer service representative Nicole said she was sorry to see us go, but completely understood why we were switching over to Verizon.
While on the phone, I told her that we wanted to keep our numbers (again – husband is military and he receives calls to that number from all over the world), and asked if there was anything that we needed to do or expect. She said no, that it they don’t charge extra for stuff like that, and wished us the best.
Today, June 29, 2015 I received my final bill in the mail from T-Mobile, to which, has double charges (simple choice plan $40 for May 19 – Jun 3, and another simple choice plan $40 for June 4th). The double charges total $83.50. I called T-Mobile to inquire (I spoke to 4 different people) and was told the below answers. That’s just how it is. I don’t know why but it must be right (Debra). If you transfer a number from us, we charge for the whole month versus if you just go to another carrier.
Nothing I can do to help (Silvia). We charge for the whole month regardless of whether you transfer numbers or not. Nothing I can do (Mason). When someone leaves T-Mobile, we always charge for the whole month regardless of whether or not they port numbers. That’s just how we do it. It’s in our policy (Scott). Between the 5 people that I have spoken to since June 4th, there seems to be various information that I have received. Besides the various different things told, I do not see how it is possible to double dip on funds or charge someone for a service that they are not using. According to the bill sent, they charged one amount for May 19 – June 3rd, and then the same amount for one day (June 4th). This is unacceptable and needs to be fixed!

My brother wanted my mom and I to join his T-Mobile plan. We went into their store in Auburn WA. They took two hours once it was out turn just to transfer data, charged us tax and phone charges, transferred phones, etc. We left the store. The phones do not service our area. They took our phones as trade ins. Within 2 hours I called the store, they said they would give us our Verizon phones back. In fact, they still had them because some more data was unable to transfer that day. When I went back to the store, they refused to give me my phones back, rendering me with no phone or phone service. I told them my mother was elderly and could not be without a phone. They said “she has a phone, it just doesn’t work where she lives!!”.
They were little rips off artists, obtained about $50 cash that day, $100 restock fees and took my Droid and my mother’s flip phone. I never ever raised my voice or threatened them, but I did call the police. They told the patrolmen that they were wanting a trespass order, when the patrolman told them in that case they should give me my phone, they decided not to do that. My phone was sitting in the building. But when I first demanded it back they said it was already gone so they couldn’t. Then another employee said it was still there since I had not loaded all my data, they told me no way, I signed a deal that they could keep my phone. Contacting Attorney General tomorrow. Very upsetting. I feel tricked. That is how they get some of the money they make.

I want to complain about an employee called Shayne at T-mobile on 39th & Meridian store in Puyallup. This is the second time, I really don't appreciate the female employee's attitude towards a customer. She just tried to argue with me about returning the device that didn't work for me and I was willing to pay the restocking fee. And the attitude was horrible since she had to do the return and do the paperwork.
In the end she didn't even give me a bag for the paperwork and the new phone I just purchased it while I was holding a child. And I said "thank you" she only replied "yep" back??!! This didn't happen before with the other male employee at all. I worked at retail store for so long and the customer is always right. You just have to satisfy their needs and make them happy when they walk out. Hopefully I will not come back this store anymore. Huge disappointment.

In the morning of 05/02/2015, I could not find my phone anywhere and I believed that I have lost my phone (it is an SAMSUNG NOTE 2 with original carrier AT&T) I reported lost online right away with T-mobile. 5 minutes later I found my phone on my driveway so I chat with T-mobile online to report that I found my phone. They told me no problem and stated that nothing has been changed and they will put a note on my account that I found my phone and I should not worry at all. 3 hours later I could not make any phone call, suspiciously I check and clearly my phone is blocked due to lost/stolen. I called and chat with T-mobile they said they do not block my phone because it is an ATT phone and suggested me to call samsung or ATT. I called samsung they refer me back to T-mobile/AT&T. I called AT&T they said because I do not have ATT account, nobody called to report my phone lost/stolen and my phone does not attached to any ATT account so nothing to do with them, they did not block my phone, it must be from T-mobile when they reported to the US blacklist data base. Now I am stuck with the brick phone nobody is responsible. Anybody can help me

It will not let me take the one star off. Your company has the absolute worst service I have ever seen. I have been with your company for 8 years, and about 3 weeks ago, I called up to INQUIRE about adding my daughter on my plan for text and voice since she cannot get the internet on her phone with your company. I was told it would be $10.00, then when I went on to pay my bill, the person in sales put me on a family plan. This is fraud!.
I plan on following this up with the FCC. I called in about 7 days ago and they apologized and said all the right things and your customer service department said it would be corrected, and I would see my corrected amount on line. I went on this evening and NOTHING had been done. I spoke to your rep, Grace, who was very nice, and assured me this would be fixed. I then spoke to her supervisor Becca and told her this nightmare story and also told her that I have never paid my bill so late in the month due to your company's error.
She then told me the bill was fixed, and I would see the credit in 24 hours. Let me tell you, this is what I was told 7-8 days ago, and nothing was done or corrected! I then asked her if I could pay this right now, she stated of course, but it would be a $5.00 charge. I'm suppose to pay for your company's error???? But I could be transferred to the auto pay, and it would not cost me anything. Have you people no sense!!! I will tell you, which I'm sure at this point no one will do a thing since I am referring to nothing was done until I had to call a second time, I am NOT going to pay the 5.00 and I am going to Verizon. I have had it with your company and the incompetence and fraud that you pull. Again, I am going to the FCC. Something needs to be done about your unlawful and deceitful practices.

I am responsible for 10 lines that I have with T-Mobile. It is supposed to be a family plan. brothers sisters sons daughters. I have tried and tried to get an exact break down per phone as to how much each # cost so I can collect from my brothers and sisters what they owe. Every time I call I get a different amount. And it never adds up to what the bill I get. So I wind up getting screwed out of about 60.00 bucks out of my pocket. This is ridiculous. I got you ten extra customers. and I am doing the collection from all the family members, but I come out in the hole every time because your employees can not or will not give me a break down. Upset in phoenix.

I have replaced several phones due to a variety of reasons, but I must say that service disruption is at the top of the list! The most recent replacement that I have gotten does not load my email, which plays a HUGE role in my life, seeing that I use it for work! (OVER 200 EMAILS A DAY) Just this past weekend, a client of mine was stuck overseas for 2 days!! in Frankfurt!!! all because he couldn't get a hold of the person that helped get him there!
Due to this faulty network, that seems to be on a VOLUNTARY basis! I am now in debt to the company that I work for, $2,452 and some CHANGE, because that is how much a one way BUSINESS CLASS seat costs from there back to Seattle! I tried to reasonably handle it with the agent, and his supervisor, but it seems that everyone is to busy maintaing a quote or trying to make a SALE. I don't expect T Mobile to pay my debt are anything; that's just not how this scheme gets down. But after being told that I could have a $102.00 credit, and then transferred all around their office just to be told by some other clown trying to play Supervisor, that that wasn't something that was said brought me to complete halt.
Because at that point I realized that T Mobile's call centers are actually fulfilled with a squad of monkeys! I have been going back and forth with the exact same nonesense, and life's just too short for that. My even BIGGER complaint is, who the heck hires these people? PLEASE LET ME KNOW, CAUSE I COULD FOR SURE RUN ONE OF THESE LOCATIONS, it wouldn't be hard at all; just pick up the phone, transfer it to you, you transfer it back to me, I'll put them on hold for 10 minutes, transfer it back to you..............and then we will flip this coin to figure out who has to say "Sorry, but no" to the person on hold. I just want to know if there is actually someone professional running the whole company itself, because there's no way it's just 611 that handles everything.

I went to a T-mobile store in Uptown Albuquerque, NM with a friend who was having problems with her phone. While there, I was persuaded to convert my service from Verizon, whom I had been with for many years to T-mobile with the offer of a free mini IPad and buying out my current Verizon contract. It just so happened that Jessica Keith, a Field Support Manager from AZ was on business in that particular store at the time, and she was actually the person that waited on me and completed the conversion process for me. I had an IPhone 5 that I had purchased at Verizon which I was allowed to keep and have my data converted from Verizon to T-mobile with no problem; However I was told that I would need to bring in a trade in phone for my husband's line.
The next day I took in another previously owned IPhone and my hunsband's Motorola Droid Razar which we had recently bought and were still paying for with Verizon. I told Jessica that my husband really liked his Droid and really wanted to keep it and that I preferred they take the IPhone. She informed me that they could provide me with basically the same phone and we could include paying for it on my monthly bill. I informed her that we were still paying for it (my husband's Droid) and she assured me that T-mobile would take care of it when they paid out my Verizon contract and "It would be a wash." So she took the Droid as the exchange.
I did finally receive the Visa payment card to pay off the Verizon contract; and assumed all was taken care of and well. Subsequently, I received a letter from Verizon Go Wireless charging us $300 for the unpaid Droid phone which I assumed had been included in the Visa paycard. I have tried numerous times contacting Ralph at the Uptown store and Jessica (I still have her business card). Ralph promised to call me back and never has. I left Jessica several voice messages, she finally returned my call ONCE, but didn't even bother to leave me a message. I have called and left her more messages and have still not received a return call.
In addition to the initial $300 charge, I have now received a letter from Aldous & Associates, Attorneys at Law threatening legal action and now wanted $300 Delinquent Balance, plus $90 pending collection fee for a total of $390 within 30 days. I would greatly appreciate it if T-mobile would stay true to their word and take care of this debt before it becomes a problem on my credit report.

I tried to pay my prepaid bill with a credit card and was denied. i finally talked to someone in the billing dept and they inform me that a payment in January was cancelled and reimbursed to the card holder. It is now almost May and have never been notified for it or had my service suspended. Last month i had to call and talk to tmobile reps because i paid the bill and it was posted on the persons account that owned to phone before. i have since January used credit cards to pay and never was told or notified of this matter. I would like to know what i could do to fix this and stop the invoices i am had to deal with Thank you for your time.

I want overseas to Morocco, while there I was checking with customer service about an existing issue that"s when I found out that I am being charged over $400 for texting when I spoke to so called account specialist he assured me that texting was free and that I shouldn't worry, only to found out that it was a total lie once I got back to the state. I spoke customer care but nothing was accomplish totallly disappointed with a company that I have been with for over 12 years the perfect picture of corporate greed .

My contract was ended on the 4th of January 2015 as I was informed by Alexa one of your members of Staff responding on my request yesterday the 15th of April 2015 at around 12:40 , along with my wife's contract too and it will be followed by my other three children's contracts which will be ended on the 1st of June 2015. I was not alerted by T-mobile company about the nearness of my our contracts end or receiving new offers! I was not given a Nano memory card along with my Experia -S Which was offered to me with my last contract! . I requested it yesterday through my call to Sanalia/ Member of Staff and I was charged £10:21 and to be delivered to me within three working days.
The surprise was today as I found my SIM inactive on my mobile phone and I can not make or receive calls on it and I believe that it has been disabled by your technical team before I receive my new SIM card! On my enquiry call today Thursday the 16th of April to a lady who is called Lee and who asked me about characters of my password and later about my Sim card number which I should have had it in the box of the phone as I am still using my old Sony Ericson Model C902. I explained to her that I do not know my password or the SIM card number as I am busy at present for preparing for the Tax Financial Year. she kept on repeating my first name without giving any alternative way that we could reach a solution for my problem and she hanged up her phone in a rude way!
I recalled again around 11:28 and a member of staff called Ian answered me and he repeated the same questions to me and I informed him that I had no time to go and search for my Sim card number and I do not know my password and if he can e-mail it to me . His answer was that he can not help me without obtaining them. You put me in a dilemma and I want you to get me out of it immediately please. I am considering to leave your company with my family members .

On April 14, 2015 At store #9795 my husband and I encountered the worst customer service in our history of affiliation with this company your representative Danny. I signed In on the customer wait list. We were later beckoned by Danny whom was on the phone as if we were animals, instead of him addressing us as loyal customers to T-Mobile. We did not move, finally Danny came over to the area we were sitting and once again Danny didn't address us respectable customers. We then began to explain our problem. We quickly discovered from Danny's lack of experience he was unable to assist us. We then asked for a manager. Instead of Danny respecting our request to obtain the manager he went and brought back Jazmin the representative that created the problem for us on April 13th.
We again explained to Jazmin that we needed a manager. Liz the manager came to our aide 15-20 minutes later. In the mist of waiting on Liz I asked Danny whom wasn't assisting customers to give us the number to customer service. He rudely told us he didn't know it and he was new. We responded by saying go and get it from someone that knows it. Danny then exhibited a major attitude and starts shaking his head as if we were bothering him. At this time Liz enters the sales floor and we explain to her that we have a major problem with Danny. She explains to us that she will speak with him and have a meeting on Saturday. The customer service in this store is horrific!!! Where is the diversity at this location? This store is employed with all Mexicans. Where are the African Americans and Caucasians? There are so many other mobile carriers on the market now. The behavior at this T-Mobile Store is unprofessional.

I have several complaints:
1. I switched over from Verizon in December and was asked to send my IPhone 5s to T-Mobile and I would get a $352.00 reimbursement for each phone. I sent 3 phones in December and have yet to receive credit on my account. When I tried to follow up I got transferred over 5 times staying on the phone for over 30 minutes and no resolution
2. The T-Mobile service is not very good in our area. I have complained several times and hasn't got any better.
3. While I promised my bill would be lower than Verizon, my bill is the same with worse service.
Without getting any resolutions I am ready to go back to Verizon unless this is resolved immediately.

I had to get a new phone because water damage to last phone. Went to T mobile store and t mobile representative sells me a boost phone so I'm no longer on boost. I had just paid my bill a week prior. So I guess the t mobile representative knows what he's doing so I walk out with a bogus galaxy III had to go back 2 days later because was not getting any phone calls in and got switched back over to t mobile from the very upset representative who processed to switch my galaxy III to a broken Nokia Windows phone yet where's the 3 weeks prior money from when the t mobile representatives changed my company. Now all the sudden the whole account has disappeared but your getting paid twice. You should take the t mobile account from this crook

I recently tried to discover what sim card my pre-paid Alcatel One Touch Evolve 2 used. There was no indication whatsoever to the one that i needed. The sim slot looked small so i bought that one, it was wrong. Again, i bought the regular sim card and it was too large. I contacted customer service,and even they had a hell of a time trying to figure it out.Walmart was the same. WHAT IS WRONG WITH YOU PEOPLE!!! How hard can it be to put the type of sim card needed on each phone package? NOT HARD AT ALL!!!!!!! I lost $50 dollars because you can't apparently use any common sence!! P.S.- You probably love the confusion just so you can make a few free dollars.!!!

I am a current customer and have been since 2007. I received a collection for $138.00 from Convergent via TMobile. TMobile told me the bill is from 2011 but just sold the debt to Convergent on Jan 24, 2015. Yet they never informed me that I had an old bill and my current phone has been the same since 2010 and with TMobile. They told me they cannot discuss it as the supposed debt belongs to Convergent as they bought it? I filed a complaint with the FCC and am sending a copy and a letter for demand of explanation or removal within 7 business days of receipt by TMobile and Convergent and am paying a tracking number via the Post Office. It seems like a scam is starting with TMobile again and I wonder if anyone else is getting this problem? I am leaving TMobile this time for good and I have no debts ....but then again they might create one and sell it to someone as it seems this has happened above!

Purchased phone and plan for grand-daughter. Was told bill would be $60 a month. Was given a card that was free for IPad for wireless. Told them I have wireless at home but said free take. Took and went back in store because could not figure out what to do with card. They said Ipad was older would not work. Found out you was charging me. Found out I had many charges because bill was never at $60. Cancelled plan and you guys keep saying you are sending box for the connection but never have received box. I call - nothing, I go in the stores to say I have not received box - nothing. I feel as if I am being set up to pay a fee because I cancelled. Why can't I just bring your equipment in the store??!!

If I could give a negative rating to them I would, I WILL NEVER EVER GO BACK TO T-Mobile AGAIN. I'm beyond pissed with this horrible company. Back on February 23,2015, my husband and I switched providers over to AT&T ( BEST decision ever!!!) The representative's for T-Mobile I spoke with over the phone and in their store, had told us that our bill would be updated in 3-4 weeks. and that they would mail us the final statement. After that we could come in and pay our final bill. which was fine, whatever so we put money aside to make sure we wouldn't spend the money we had to pay off our bill and phones we had with them.
On March 1, our account was charged $166. to close out what we needed to pay on our account. no statement in the mail, no email about the charge and nothing about the phones so we waited another week and a half to see if anything would arrive late, or anything else would be charged on our account so on March 9 ( a total from when we canceled about 4 weeks ) when I decided to finally call customer support and ask about our bill we hadn't see anything about the phones still at this point and wanted to know what was going on with our account if it was closed completely or not. the customer service rep said there was nothing showing up on our account with them about phones and that it appeared to be closed out COMPLEATLY. which I thought that was a little fishy ( I've been screwed over many times by bills coming out late or charging one account and not the second, so I wasn't going to let this one get me), so I went down to the T-Mobile store and asked the same questions. they came back with the same answer everything was closed out and nothing more appeared on our account. so I asked for a print out of the statement. to see with my own eyes and have proof and sure enough reads 0 on everything.. okay cool, maybe I just got lucky and paid enough on the phones they wouldn't charge me anything else..
NOT!!! then today April 1 I get a charge on my account for 600$ ( NO money in my account what so ever, I used the 600$ to buy new baby items ) and a Month and a half after I close out my account with them .. What the HELL!! literally. so of course I call Customer service to ask what is going on I have my print out that say I didn't owe anything more. Then the rep proceeds to tell me that the $166 they charged me on March 1 was for the billing Cycle from January to February ( No shit SHERLOCK, I know this because I paid for it the beginning of March. meaning it was from the previous billing cycle) and that our bill was not updated yet, on March 9 and wouldn't have shown the phones. She then proceeds to say that bill for the phones wasn't updated till March 11 because it was on a different billing cycle from the February to March cycle, WHY DIDNT ANY FREAKING ONE TELL ME THIS out of the 4 people I contacted the first 2 being the day we switched providers who said 3 weeks our bill will be updated showing everything we own on our account INCLUDING the phones, and the other 2 who I contacted on April 9th after the $166 was with drawn..
Not one of them could tell me that there would be another "billing cycle" as the lady who I spoke with said.. No one could look at my account and say hey looks like you closed it out this day which would put your last billing day on this day so a final payment will be taken out in April.. IM SO FED UP WITH T-MOBILE they charged to much for their SHITTY service. and their customer service Reps need to be in training longer to learn what they are dealing with on customers. its ridiculous 4 people, 4 people who told me the same thing not one of them could catch this..

Needed to jump note 3 to note 4, it quit charging, after 1&1/2 months note 4 lost sound & would not ring for incoming calls..told I had to wait for shipping of refurbished phone. I purchased a new phone from store now it can't be replaced except with someone else's issues..30 yrs. Of being with Verizon I chose tmobile with expectations of an honest company. Buy new product, should be replaced with new product within store of original purchase. I have 5 phone lines, a hot spot, & ipad. I pay my bill diligently every month as is my obligation & promise to tmobile. My belief as a customer, tmobile should respond in the same manner of courtesy & respect to customer needs..now I'm without a functional phone & at 70 yrs. Old if a emergency arises I'm s.o.l. thank u for the inconvenience & hardship.

Your service is TERRIBLE. I regret the day we left Verizon. I wanted to go back but we've already bought phones through you guys so my husband wont allow us to leave. My son and husband bought brand new LG3 phone when we signed up with Verizon. We also purchased insurance for these phone so that we'd have the piece of mind that they can be replace if anything happens to them. NO ONE EVER TOLD US that we would have a $175 deductible, which was the first shocker. Secondly, no one ever today us that our phones would not be replace with new phones if ours were broken. I am even unhappier with T-Mobile then I already was. My son broke his pone and I'm stuck with a refurbished phone. Had I known this I would have saved myself the money and bought a refurbished one on my own. I called Assurance and they said that they do sent new phones if there is not a new phone available. I WANT A NEW PHONE!! I want to actually leave T-Mobile all together. But since I have to stay, I WANT A NEW PHONE! I will not stop complaining until I get it.

Dec. 16, 2014 I had been with ATT and was tired of not being able to get service on my cell phone so I called T-Mobile to see if the tower in my neighborhood was theirs. They said it was so I left ATT to go with T-Mobile. I was going to keep my phone and my same number and just buy one of their sim-cards. The sim-card came in and it was wrong. The very first thing was wrong dealing with T-Mobile. Anyway after a month dealing with them just trying to get the correct sim-card I stayed because they said the tower in my neighborhood was theirs...they lied!! It belongs to Verizon. So January 27th 2015, the correct sim-card arrived and I activated my service. I could not get service. My phone would either say "searching" or "no service detected". It used up my minutes so I had to purchase more useless minutes. I purchased $40 more and still could not get service and since the "number" was used...(searching or not detected) was considered use of minutes. The 2nd of February I cancelled with T-Mobile and called the home office. They said no problem they understood my frustration and I would get a refund. After they get you to someone who can do something...they hang up on you or being on the phone with them so long your battery dies...I've kept calling back getting the run-around. So in-short...T-Mobile will lie just to get your money! DONT USE T-MOBILE...THEY ARE CROOKS!!!

On January 14, 2015, a year and a half after I originally opened my account with T-Mobile, I was a victim of identity theft and T-Mobile allowed someone to add 2 new phone lines to my family account which I had been told already had a maximum of 5 lines. This individual then charged more than $1,600.00 in equipment and fees to my account, charges that I am still being held liable for. I discovered these 2 new lines 2 weeks later as I discovered a range of other purchases bought on my name and credit. I called and reported the fraudulence immediately.
The fraud department, instead of assisting me by closing the lines and removing the charges on my account, told me that I, the victim, had to name the suspect in order for them to release my responsibility. They alleged that my family members were in contact with the criminal citing call logs showing 1 minute calls coming to one of these new lines. Initially, I thought that this information must be the result of computer error for the call log to show that my family was calling this line because none of us knew the suspect and we had never made any calls to this line. In addition, these alleged call logs conflict with our own records, which have been printed from my accounts on T-mobile's own site.
Recently I contacted T-mobile with the name of a suspect in my identity theft case, after receiving an update from an officer at the San Diego Police Department. I faxed them copies of the police reports and of a signed affidavit of fraud. T-Mobile refused to accept this new information and demanded the police report with the name of the suspect, knowing very well that the police would not release the documents because T-Mobile had not been cooperative in helping them catch the criminal, and because the case is still under investigation.
After working with the police and with several stores in the San Diego area, my experience working with T-mobile has left me with the strong belief that T-Mobile employees were involved in the illegal fraudulent activity on my account. They allowed someone to remove my PIN and add new lines to my account when I had set up the PIN as a protection measure, and while the company has my ID and my signature on the file. They then altered the call logs to shift the responsibilities to me. The fraud department wouldn’t take my report as a victim of Identity theft seriously and wouldn’t cooperate with the police to help catch the criminal.
Please investigate these illegal activities at T-Mobile. A large national telecommunications company should be responsible to its customers and should be participating in ethical business practices. Their capital and influence should not be a tool to criminalize and victimize their customers, especially ones who have already been victims of crimes.

T Mobile initially lured me to them with their cheaper than Sprint plans and the "We'll pay your Early Termination Fee" routine. It should be called the "You pay your Early Termination Fee and we may or may not reimburse you depending on how many flaming hoops your willing to jump through or till we get sick of you bothering our customer service department". I've had so many promises to fix this refund problem by so many reps and each has failed, Purposely?. Hey T Mobile, I get it, you're a big huge mega business with an army of lawyers to keep the riff-raff customers from defending themselves from you. You win, keep my money. Good bye T Mobile and I'm taking all five of my accounts with me. BTW, I'll pay my final bill in six to eight weeks in a $10.00 prepaid VISA card. And when you call me for payment, I'll promise you the check is in the mail with a cheery attitude every single time.

My family has been with t mobile for over 12 years and the service we're receiving is beyond unsatisfactory. Recently my sister and I decided to come off of our parents plah and be on our own. Upon speaking with a few representatives, we decided to stay together and not be on our own because we would receive more data together. My sister however, did not sign the authorization.

I tried for years to get my wife to join my T-Mobile plan to save us money. She handles all my appointments since I am 100% disabled, with 4 different doctors, due to a nerve disease. She eventually did join my plan, was sold a 600$ smart phone and we had to sign a 2 year contract. After 22 months her phone quit working. After weeks of changing phones, installing new stem cards, 4 trips to the store that sold us the phone, and about 5 calls to technicians we were told her phone was a 4G phone and our nearest tower was a 2G tower. This, we were told, means it will never work, and they were suprised it ever worked.
I told the last supervisor I talked to that I had to leave T-mobile and find a new phone provider. She insisted that I pay 100$ to get out of their contract. I got a little upset at this and told her it would be a cold day in he!! before I paid another penny to someone who screwed me out of 600$ already( for the phone they sold me that won't work where I live). Instead of billing me 100$ to break my contract my bill is now over 600$ and continues to go up! Please tell me what I can do about this injustice that keeps on going. Can I make them pay for the harassment and destruction to my perfect credit. We've called them and they don't care one bit about what they've done to us.

Why want you close my account , no longer with you ???

I called customers service to get a new phone, My current phone from tmobile is broken again! I talked to a rep about a phone, but was not sure I wanted to spend that much on a phone. The Tmobile rep assured me that he could take $100.00 off the price since I was a loyal customer of many years. I received my contract for the financing via my email and the amount was wrong; It still has the original amount on it. I have tried to call customer service back to tell them what happened and I was told that tmobile does not discount their phones but if I sign the agreement for the original amout they would take $100.00 off after 30 days. I was also told that there was nothing about the phone being discounted from the other rep. I asked to get it in writing but was informed that could not happen. I do not feel that this is a trustworthy deal,and since by phone is still broken I can not wait. So much for my loyalty...I feel like I was taken advantage of, and I think I will go to another company that is down the street from my house.

on about the twenty third of February I got a message saying if I topped up five pounds within five days I would get five pounds credit free I topped up five pounds on February twenty sixth and still have not got my five pounds credit.I have rang you twice about this on both occasions being put on hold,first time I rang I was told the money would go on within five days, today after over half an hour and being put on hold twice for over 10 minutes I was told someone would ring me back within two hours that was at 13.30 it is now 16.20 and I am still waiting.I am absolutely disgusted with the service I have been given Kathleen lavelle.

I used to be with Vodafone and got told about your smart pack so I changed over to t-mobile got my £10 smart pack first time no problems last month I had to complain because I had over the £10 credit and only text your free numbers 441 and 150 and now the same thing has happened to me again top up £10 so I had £10.09 credit all I have done is try and get my smart pack 10 this month again but I have texted 441 and 150 and now I only have £9 credit but only texted your free numbers and can't get my monthly smart pack so I would like to see if we can stop this from happening and make it as simple as it said it would be before I changed networks and I would like my smart pack added as I have not spent any of my credit so I would be greatfull if it could be sorted for me as soon as possible please

I am seeing a lot of complaints about T-mobile on this website. They are stealing money from me and it make me feel crappy. Why won't someone make it stop?

They took money out if my debit account. Without my authority for 3 days every one I spoke to said I would have it back in my account in 3 days on the 3rd day it still was not back in my account. So I called again this time they put me through to a refund specialist who bluntly told me I was not getting a refund so everyone else I talked to just told yes to get rid of me. THINK TWICE BEFORE CHOOSING T-MOBILE as your phone carrier they like to take your money earlier then they should & won't refund your money. i am calling the BETTER BUSINESS BUREAU ON THEM DEFINITELY.

I have been dealing with T-Mobile for months now regarding two tablets that were defective and returned to them. Back in October T-Mobile said to return the 2nd defective tablet, and once they received it, all the charges would be removed. At the time, the representative credited 3 charges having to do with the tablet. She also said that from that point on, we would no longer be charged. They did not stop charging. But I kept paying. I finally got tired of paying what I did not owe, and waiting for them to credit my account and stop the charges. Last month I paid the portion of my bill that I did owe. I subtracted everything regarding the tablet from my balance owed. I have just spent my entire lunch hour speaking with four different people, and all of them kept saying the same thing, that the charges are legitimate.
T-Mobile had also been calling from a number I did not recognize, and not leaving a voicemail. I finally had to search the number to found out it was T-Mobile. I have been with T-Mobile for over 10 years. Two years ago I got a bill with over $400 of text charges. I have unlimited texts. It took over an hour with one representative putting me on hold and coming back with a reduced amount I can pay for the text charges. After I told her that I was tired of sounding like a broken record, I finally was able to speak with someone who took care of everything in just 3 minutes. Now, why couldn't that happen today? I even told them my past experience being given the run around by them. I said again to two people that I was tired of sounding like a broken record, and was tired of hearing them sound like a broken record. I finally had to hang up because my lunch hour was over. I will have to try again tomorrow.

called and a replacement on a warranty got a sg2 sent it back within days and got a lgl9 because the gs2 did not work rite.they charged me for it the whole time over 300 bucks and they have the phone.do not buy phones from t=mobile warranties will rip you off and don't ever do bussness over the phone with them you will get ripped off. I bought my phone from hsn got a better deal 50 dollars cheaper and a better warranty with it. they will give you nothing but a run around. their service I have no problem with buy will never buy a phone from them.if you do deal with them keep records of everything and if you send a phone back to them put tracking on it just don't send it back in the box they give you they don't want you to track it going back.and if you do not ask them everthing whe you talk to them they will throw in charges you don't know about go over all details befor you hang up that check on them latter to make sure.

I need to bring to your notice the way in the past few months I have been receiving different billings as in regards to clear usage of my lines. I have been frustrated every month in having to deal with my bills and sometimes it seems it is a deliberate effort to frustrate and forcefully make your customers pay for what is not used. I started with Tmobile by paying $176 +/-, the 2nd month it went to $200 above, and that is how I have been receiving the bills on monthly basis, it is either someone is nit communicating right because by the time I will eventually get someone to listen to my compliant, I will find out that each individual working with the customer service has a different understanding on what packages you guys have so there is always a wrong information been passed down by CS representatives. this has made people like me to have to pay in excess to my monthly bills. last month after a whole day trying to resolve my bills, I eventually got like $23 reduction in my bill and was asked to pay $211, which I eventually pay $176 to balance $35 at a scheduled date. on of the reason they gave in respect to my fluctuating bill has to with international calls made through an APP installed on my phone to make international calls 'REBTEL'.
I was told that the app wasn't working to specification that was the reason I still get billed on tmobile even with the fact I still don't believe I make international calls through tmobile, but in anycase the REP that attended to me said they could block my lines in furthering making international calls without my notice and I said they should go ahead to block any service put in place that interfere with me making international calls through REBTEL. Now, checking my account this night Feb 24th, 10pm, I saw an outrageous bill of the $255.82, now if you deduct my outstanding of $35.36, the total comes to $220. Please what is this amount for again. I try my best to keep to my limit so that I don't defaults in contract and all this boils down too integrity, that I will not want it to be harmed by tmobile. I ma sick and tired of the frequent problems. please I need this service to look into this problem because as it is, i cant pay a dime from the bill I see in my account of $255.82.

I called on Jan 20, 2013 to T-Mobile customer services and spoke to Elena. She was very professional and helpful and assisted me with my problem. The problem is that i do not have coverage (zero bars showing on my phone) in the area where I live. I visited T-Mobile about 1 week ago and spoke to a representative at the Independance Center, in Independence MO. He checked his locator screen submitted my home address and it showed that there was coverage in that particular area. I stated to him that although the screen indicated coverage, there was none. I had several friends come over to the house who had T-Mobile and they too were surprised that there was no coverage on their phone.
I had my SIM card replaced, Phone upgraded recently, and know it to be working up until I reach this zone area. I drive approximately three blocks out and i get four bars on my phone. I drive back to the dead zone and i get zero. My contract expired and I am up for renewal. I have a second line for my son and his contract expries in April of 2013. I have been a customer in perfect standing for 15 years and have not had a major concern with T-Mobile. I began with Ariel, then it was merged our bought out by VoiceStream, and then It became T-Mobile. I have had the same number for 15 years. I did not want to change carriers but i was forced to seek out another provider that did have coverage in this area and had a similar type of contract that I have enjoyed with T-Mobile for 15 years.
That company was Sprint. I am asking that T-Mobile waive the fee for my early cancellation for my second line that is under my son's name. I would have been happy to accept this charge if the curcumstances explained above were different. My justification for the waiver is that this is not my fault that the zone where i live does not have any coverage. I need a reliable carrier that will afford me the ability to access my phone since i use it 90 percent of the time to conduct business on it. I hope that you reevaluate your policy and not expect loyal or non-loyal customers to pay for something that they have no control over. I am sure that you agree that this particular case merits a waiver.

After three years of having a family plan (four phone lines) Our plans seem to change every month. Getting someone on the line to fix the issue is a nightmare and usually requires several phone calls, hours of waiting on hold and lack of competence from the employees/ management to resolve whatever issue there is on our account. I was suppose to receive a phone three years ago when I entered into the contract and am still trying to get an upgrade from them and as I type this have been on hold for one and one half hours. I have tried getting out of this plan for most of our contract but T-moble refuses to release my phone number back to me although I've had this number prior to having service with T-moble and have stressed to them I use this number on business cards through my work as a Realtor. The management is very rude and I have been hung up on a number of times after waiting on hold for lengthy amounts of time. Thank you for any help you would be able to give.

I called to cancel my wireless service with T-Mobile because I have had better rated at other company. He offered me discount if I stay which I refused. In the procedure of closing my account, he asked many questions. One of them was if I wanted to keep my current number without informing me it going to be a charge( a full month fee). When I called back and told someone there that I will not pay for it, he threaten to send my account to collection. I would appreciate if you could solve this matter quickly.
Sincerely,
Ba Kim Johns

I called in April 2012 because of a charge that appeared on my bill. The customer service representative did remove the charge and stated since I was a good customer I could get a month of service free. In no way did she indicate that this would extend my contract for 2 years. Knowing my son was getting married in May and was going to join his wife on her plan I would never have agreed. This was a very deceitful way to extend a contract. I would like my original contract expiration date of October 2012. I will pay the $160. for the free month. Obviously it wasn't free. NOT A HAPPY CUSTOMER.

I am responding to T-Mobile about the early cancelation of my cell phone. I do not think I should pay the $200 dollars for early cancelation because of the service that was promised when I first accepted the agreement. I was not able to call or receive a phone call from my Condo. I called T-Mobile about 6 times and never did anyone help me. I was told to use my wi-fi or go outside to make a call. The only way to use the phone was to be directly in front of the wi-fi. If you were down stairs or any other part of the Condo you would drop the call.
I also made several trips to the T-Mobile office at the Haywood mall area with no help but, to tell me to call the main T-Mobile 800 number. Your trouble shooters at the 800 number knew that the reception was no good in my area. The most you could get was one or two bars outside. I ask for some type of booster and was told that they could not send one because anyone could use it in my area. I did not receive the service I was promised and I don't think I should pay the $200 dollars.

on 11/5/12 I called t mobil to take my daughter off my family plan, and was told i was still under contract. I was told in march I sighned up for another 2 year contract, when in fact I called in march to take my son off my account, and was told that I could be put in a better plan for the same money. I specifically told the sales rep ok but I do not want a new contract. He said no problem I can just change it. Now im told that he put in for another 2 year contract. I am very upset and want this resolved. My daughter and son are older and moved on to there own carriers. I need her off my account so im not paying for nothindg

A couple of weeks ago I wanted to surprize my daughter 913-731-6855 with internet on her phone. I was speaking to a T-Mobile Rep & it was discovered her phone was not able to recieve internet & her upgrade will be in Dec. So the Rep changed the internet plan back to regular as phone plan was to begin with, said I might have a 50cent charge, never said they renewed anything or her phone for another 2 yrs. My daughter went to the T-Mobile store in Lawerence Ks to see if when her upgrade comes up in Dec. she is going to get her own plan including unlimited long distance, internet, texting ect. When they were checking it was discovered the contract on her phone was renewed for 2 more years making it impossible for her to get her own contract. She wants the plan that requires no contract. I am requesting since I was not told it was done for 1 thing. My Account # is 296490994. I have been a loyal customer for over 9 years. I would really like to have the 2 year renewal removed so my daughter whom is 24 can get her own T-Mobile plan. My # is 913-731-4999. Thank you Lucinda K. England Password (insane)last 4 # of SS# 3706. Phone in question 913-731-6855.

i had seveal calls from our local t mobile office that it was time to upgrade our phones (we talked with kira in the twinfalls id. store)we decided to go and talk about new phones since my husband had not had a new phone for 6 yrs., we are seniors on a fixed income so we wanted easy cheap phones that we could figure out easily. kira told us that the flip phone t-139 was a phone that was simular to our old phones and that they only cost us 9.99@ so we went with 2 of those phones and i paid the 28.00 @ the store. we left happy, until our phone bill came in, it had 5.60-5.60 plus a 6.00 charge on it i was confused so i called t mobile customer service they said it would be that way for 20 mos. i asked for what? he stated the phones were 69.99 each and we had a insurance on the phones. i was shocked!!! i told him that i paid for the phones at the t mobile store, he informed me that was just a down payment. kira NEVER informed us of this or the ins. she had put on the phones.if i would of been informed of this ahead of time i surely would of gotten our phones elsewhere. this is very upsetting to us we can not afford this and we were misinformed by kira and we feel she cheated us. thank you for your time, beverly tucker.

I am writing this complaint memo after talking to one of the Tmobile respresentative. I asked this person when my contract will end and I know for a fact that it was ending on January 2013. I know this because I had previously confirmed this date and anticipating the end of the Tmobile contract due to reasons of hidden costs and charges, and when checked into it I was given the end date of January 2013 which I agreed with knowingly that I had signed a 2 year contract. Well last week when I called Tmobile, I was told that I had approved another contract under tmobile, which I know I didn't. Please be honest working with your customers, some of us are on a fixed income and would like to move along and try other cell phone plans that have better rates and no hidden costs, please let me know how things go. I want to be release from my contract on January 2013, with no penality cost or cancellation fees. Thank you. Mr. Paschal White

I renew my contract 10/01/2012 and had 4 line . I close one line 1323-482-8635. the custumer service person said he was going to give me a good deal for being a long time custumer he explain but i said no thankyou he insisted i said is a good deal but sorry no well i still have the line1323-482-8635. i have call to custumer service they told me to go to the web so please help solve the problem i need the line to be close and please refund me .O one more thing check the recording i have call like 5 times you hear my conversation THANK YOU MRS.VALDEZ

I have been paying for insurance on my cell phone and as of 11-07-12 I lost it and tried to ask for replacement but I was told that I have to pay a deductible of $40.00. needless to say it upset me after all I thought that was why I have been paying a $5.00 insurance / monthly ? So, I talked to one of supervisor/manager ? ? Her name is Jessica- emp# 481226164 and she offered to credit my account of $105.00 ... to offset the $40.00 deductible for replacement of my cellphone. I was kind of not really happy that I will be locked-up on another two year contract w/T-Mobile but reluctantly ... I kind of agreed to it because I wanted to have a fast replacement phone but when I went to order the replacement... it tells me that the orders are delayed because of the effect of " SANDY "... Well, I changed my mind and I want to cancel that extension of contract. I will finish my present contract and then decide after wether I really want to renew it or not.

My mother Mary Naito has been a T-Mobile customer for several years. She called to cancel her cell phone service that she never used but to no avail. The customer representative reviewed her account, saw she did not have any activity for several months but still talked her into a different plan with a free cell phone and a new contract! Your customer service represerntative should have helped her with her request, instead took full advantage of an 83 year old lady. Please review her account again, there has not been any activity prior to or since the re-newed contract and she is wanting to cancel service as soon as possible without any penalties for ending the contract early. Thank you for your consideration, I look forward to your support in this matter. Acct. #384433130 / Mobile #206 697-7396 June Persons (POA)

My t-mobile account was changed from $39.99 per mo. for 1000 minutes and without authorization from me was upgraded all because I wanted to replace a destroyed phone, with a cheap flip phone #159 Samsung. I was to be grandfathered in because my plan was no longer offered, and it was not my intention to do anything more. I have had my plan and paid on it at $39.99 for 4 years and had no intentions to make any change. I am now told that a retail store I visited, possibly authorized the change and I knew nothing about it! If they want me as a customer any longer, revert the plan back to the original, and I will pay my bill and move on. I do not want to be inconvenienced because of some agent wanting to comit fraud at my expense just for his commission. Account #502034446 (949) 689-0175

Yesterday, October 6, I faxed a 2-page letter to your department. In the wee hours of the morning today, I was awake thinking about how foolish T-Mobile has made me feel after the experience described in my original fax (included in full below).
I realized that I had had not included important details about my conversation with your T-Mobile customer service representative in Customer Retention / Loyalty. So, I would like to take the time to recount that here:
When the representative told me that she could reduce my monthly bill, I told her that I had been considering switching to Solavei for its prepaid cell plan and that it would make sense because itâs on the T-Mobile network and costs only $49/month for unlimited everything. I then said that another plan I was considering was Straight Talkâs $45/month unlimited plan on the AT&T network. The representative then said something that I knew to be untrue: She said that those companies require roaming whenever youâre not in your main location and that customers do not get service once they start moving around.
Two things that really disappoint and frustrate me about this conversation:
1. Your representative withheld information: She clearly heard me say that I wanted a prepaid unlimited plan in order to save even more money, and she never bothered to mention that T-Mobile offers these plans.
2. Your representative provided false information: She was determined to sign me up for a 2-year commitment and make her commission, and therefore said whatever it took â including that customers on Solavei, Straight Talk, and other prepaid cell service plans donât have reliable service.
In a conversation on October 7, 2012, with T-Mobile Customer Care, I was told that the 14-day buyerâs remorse option does not apply to me because:
1. I am an existing customer: What kind of customer service is this when someone who has been loyal to a company for 8+ years is told that they do not receive the same courtesy as a brand-new customer?
2. My new contract includes a discount: Why would I go from an out-of-contract to in-contract if I didnât get a lower rate? This appears to be a loophole that benefits T-Mobile exclusively.
Given these two points and the fact that I had no T-Mobile service after this conversation, I hope you will do what is right and release me from the contract that I never asked for or wanted in the first place.
Thank you.

On Oct 18th 2012 I ordered 2 prepaid phones along with a $25 card, and had them shipped to a different address. The package did not make it to the person in the time I was told so therefore it was returned. When I called back I was told I would have my refund with 7-10 days, well of course its been 23 days and still no refund. I've called every week and each time have been told a different story. I just want my money back geesh. I don't understand how you can take my $ in a matter of seconds but I have to wait 30 days or more to get my money back! It's not good business at all!!! I'm very disappointed in Tmobile and at this point will NEVER DO BUSINESS WITH THEM AGAIN!!,

i would like for my conversation with the representative that decided to upgrade my primary line on june 19.2011 to be reviewed. I called in that day an requested to know about some charge's that were on the secondary line with the 919 areacode , as she review the account of the charges, i stated to her the concerns i was having an address why they keep showing up after calling about this for over three months back to back i made an decision to change the number, an at that time i ask how to block an montor the account at that time they block an few numbers from the representive center while on the phone. as she an i talk more of my problem she sugguested some plans that would save me money at first i decline to hear of them but she wanted me to listen while on the phone i explain to her that i didnt want nothing to interfer with my primary line because i didnt want to be under anymore contracts so i wouldnt needed an upgraded on that line ,she asure me that i would'nt be, i ask her not once but sever times in the conversation an she asure me i wouldnt, i agree to the change under the impression i wouldnt be, at that time i agree an hit the 1 button after the conversation, i'll be with this company for 8yrs after finding out i was under an contract for both line's i was upset an felt betraded as an customer of the lie your rep told me.

hi t-mobile, my name is renee harris, i've been with t-mobile for years now and was always satisfied until drastistic change happened withmy contract. let me explain. back when my contract had ended i called in to t-mobile to ask about my ugrade and to get a better plan. and i told the rep that if i couldnt get a better rate plan that i was going to leave tmobile.
i let him know definately that i wanted my upgrade. yes he did give me a lower rate plan and i was happy. then i asked him when can i call in for my upgrade to get a new phoneand he tlod me after i make a choice on a phone i can call in at any time. well when i did call in for my uppgrade i was told that the contract im on there is no upgrade. i was totally shocked and very angry and been that way every since that happen.
your rep tricked me into agreeing with that contract and i did because it was lower and included the internet in which i wanted because i had been waiting to use my upgrade to get the galaxy s 2 and he knew that because i talked and question him about it but he was so busy trying to keep me as a customer he didnt tell me or explain to me that this plan dont have an upgrade to it.
I WOULD HAVE NEVER AGREED TO A CONTRACT LIKE THAT IF HE WOULD HAVE EXPLAINED TO ME THATS ITS NOT INCLUDED. but yet he goes as far as telling me to call any time after ive made a choice of a phone. here i am still stuck with this razr phone and the internet service that im paying for on here never work because this is not the right phone to have it on and HE KNEW THAT TOO.
what really makes me real angry is that i explained to him everything i wanted to do to satisfy myself with the services i was looking for and he did me like this knowing i would have to purchase a phone FULL PRICE AND THATS NOT FAIR. he is there to help the customers not hurt them and i feel so so hurt because i have been trying to get help on this matter for a while with tmobile and no just wont help me and it was not my fault that i got entagled in this contract, i feel that i was tricked. this is probably my finale attempt to try and get this matter resolved.
i know its someone that can help me and waive this contract and give me the classic unlimited talk & text plan that he should have been giving me PLEASE SOMEONE HELP ME! im stuck with this old RAZR phone and you know how old that is. THANK YOU EVER SO MUCH, HELP!

i have been with tmobile everysince they came to florence sc i was with suncom b4 they took over since 03.I purchased a line on April 23 2010.I did have problems with the one i got the phone for never the less i maintain till then 2yr was up and that was yesterday April 23 2012.I talk with customer service because i had the phone in suspeion for about 5wks the 22nd of March 2012.I orginially had 4 lines on my acct and I decided that the begining of 2012 my kids would have to get on there lines and finally they all did.
But this 1 line i had it has ended on contract and when i called to cancel it b4 it comes out on my next bill cservice put me thur to cancelltion and then shee Jennifer trying to convince me get a upgrade on my own phone and i told her thats not the reason i called in there.I guess they dont like it cause im just a month to month person an i refuse to upgrade my phone and i dont think thet even mske flipphones any more.
never the less she give the run around with 10 different excuses why i should stay and i told her again i only called in for 1 reason yet she was no help to me.I have the orginal contract from the phone and im taking it sitting down
then she gave me contract review@t-mobile but theres not a site site for it.
As I said to her i better not get charge for that line because i tried to cancel and they gave the run around.I like tmoble service but they try to corner you into things which im not a,person that is easy to change her mind and i didnt and im still going thur with my plan but why do they have to make it so hard.Ive been a loyal customer for 9 yrs and now i jist want my solo line an thats how its going to be

I had been with T-Mobile for four years and when I needed to upgrade my daughters phone I got the run around at the store. When I called to see if they would work with me, I was told I will get a call back, I NEVER DID. I called for the 2nd time & they wanted me to pay $350 for a phone and re new my contract, mind you I just joined myself on my daughters plan. So when it would be my turn to upgrade I would have to renew the contract again. Which means I would never have a chance to get out of T-mobile contract. I was locked in. The only way I was able to escape these crooks is to pay 200 per line. When I did, they hung up on me, they were rude and didnt care!!!! They just wanted my money and basically screwed me.! I will NEVER EVER again deal w/ this cell phone provider and trust me I will LET EVERYONE KNOW how horrible they are!!!!!

On 12/6/12 I called in as I do Approximately every two months because I have problems connecting to the inter-net I call in and they walk me thru a few things and ask me to turn my phone off for a few minutes while they do something on there end which takes care of the problem each time all though I shouldn't have to do this but anyway I don't have that big of a deal with this but last night when I called in for this concern again the customer service lady ask me if I would take a few minutes and go thru my account for other options so to I said yes, well when she started reviewing my monthly plan I have, thats when all hell broke loose I was on the phone with T-Mobile for an hour or more and spoke with three different people but the story to this complaint is she told me I had unlimited text & web but only 500 talk mins. a month, now here comes the major problem I just bought the new (Samsung Galaxy S III) in July after calling in three different times in the same week to get a good deal on this phone and switching to an ALL Unlimited Plan My contract was up with T-Mobile after being with them for 9 years I was going to go to a new provider inless they could give me a good deal on this phone and a Unlimited Plan which after the third attempt the guy I spoke with did give me a pretty good deal on the phone so I decided to stay with T-Mobile sence they said they were switching me to a Unlimited Plan on text, web, & talk this was the only reason I decided to stay because there are to many other companys out here with a all Unlimited Plan even though they made me sign another 2 year contract . They just couldn't comprehend what I was saying about I was told I was being put on a Unlimited plan when I ordered this phone and changed my monthly contract they kept saying that they see I only have the 500 a month Talk time even though I dont ever go over 500 mins. a month thats NOT the point I switched my plan to a all Unlimited Plan and it wasn't til the 3rd customer Service rep that I talked to that I could understand well enough the first two has such poor English it was frustrating to try and listen and trying to understand what the hell they were saying this was ridiculous

I bought a samsung galaxy s2 and a galaxy blaze for my wife she couldnt go on some apps we were told her phone wasnt powerful enough do upgraded her to the s2. Five weeks of use and all u csn see is led lines cant even read the screen had to get a new one. Waited 8 weeks becsuse the phones were buy one get one called about refund and employee at the tmobile store put wrong phone number so took another 4 weeks! Now iasked the guy at the store about 5x how much my bill was gonna be he estimated 160/170 total ended up being 190 so i paid that for first 3 months just got my next bill snd its 220 called tmobile n they said i havent been gettin charged for both phone n its really 210 and 10 bucks forsome poll app that i never downloaded! It just started comin up on my phone anyway they cant take it off or figure out why i was only gettin charged for one phone, but now my phone bill is like 40/50 bucks more than i wanted to pay! For these prices i should have stayed with at&t!!!! CANT WAIT FOR MY CONTRACT TO END!!!!!

5804020775 is the phone number. My daughter moved to 33990 s 550 rd, jay ok in dec 09. You
Did not offer service there. We took proof of residence to communication station in Enid ok at that time
T mobile let us out of contract in jan 2010 since they did not offer service on that area
After 2 yrs and 10 months we now are getting calls from a collection agency saying we owe t- mobile
Midland credit mgt. 18007658825 they call 3 times a day. Want this taken care of before reporting to better business bureau
Please advise

I recently cancelled my contract with tmobile, i had only 4 days worth of service i had used and is being charged full amount of my bill, i dont think this is right, had i known that I didnt say say that i transferred over to another carrier my bill would have just been pro-rated. Im being ripped off, i understand that i owe 4 days worth of service but not the full amount. I had to write a letter to the contract review department in ALbq New Mexico but still have not received a reply. Im very dissatified and will tell people not to go to tmobile

Hi my name is Fabienne Pericles, on 10/12/2012 I brought a SAM T999GALAXY S III 16GB BLUE KIT from the T-MOBILE store, that I cannot used, because T-MOBILE keep cutting off the phone line without any notice, every time that happened I have to called them, so I could used the phone and before you know the line is cut off again. I do not know how many time I have called them for helped, and it is interfering with my life and my job , because when my bus called me for work, my bus cannot get through because T-MOBILE cut off the phone line without any notice, so my bus called someone else and I loss money, money that I need, and when I'am working, I need to checked on my mother, I cannot because the line is cut off, I have to asked people can I used their phone , I should not have to ask people to used their phone, when I have a phone that I'am paying every month, and I get off work late at night, I need a phone that work properly, if I need help. I'am doing everything that I'am suppose to do on my part, but is not working. I do not think what T-MOBILE COMPANY is doing to me is professional, I should not have to worry about my phone line getting cut off , every time I called them about the phone line they have a new reason. I should be allow to cancel my the line without early cancellation fee, because of T-mobile I could lose my job, I feel so embarrassed in front of my bus, I just got the job. right now I'am using my neighbor's phone. T-MOBILE Customer service hanged up in my face so many time I lose count, I gave them so many time to fix it, I gave them four chances to fix it nothing, and I tried to worked with them but it not going any where. I cannot take it any more. I need prove call me I will give my bus and my mother phone number, and the dates that I called T-MOBILE customer service. today is 12/41/ 12 Account NO 867503173, phone NO 347-553-2664

I was told by several reps either in store or the phone that I would be able to get the S10+ with 0 down and use my current S10 as a trade in to avoid the down payment. I am on the Jump! On Demand program as well. Now I am being told I need to pay 170 plus tax to get the plus model due to not having enough credit on my account, which I completely understand. However 3 in store reps and a handful of customer service reps told me as early as one week ago that I could get the phone for ZERO down with my trade in. I have spoke to several T-Mobile reps these past few days who have not been able to help me. I understand the issue but YOU GUYS told me several times that the plus model would be available to be with no down payment and a trade in. Please make this right. I refuse to believe that a company would rather save 170$ that keep a loyal 5+ year customer.

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

My phone literally stopped receiving service to my house for about a week now and ive tried to get help with customer service but no one will help me or even answer my request. my bill wont be paid until my situation is resolved

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

No matter how many times I change my daughter's number, an unknown T-Mobile employee is accessing my acount and sharing contact numbers with a friend who is subsequently stalking my daughter (who is on my plan). T-Mobile needs to find out who has been accessing my account an insure that this unauthorized access is stopped. I will absolutely file an FCC complaint if this is not resolved immediately.

today, on 6/8/19 at 10:am. visited your store at nortgate in durham, nc. had voice mail issue with phone. spoke with a young lady first, at appox 9:30. I thought store opened at 9. Anyway, she was very short with me, very insensitive to my cell phone issue. she very rudely said, i'm not suppose to talk with you before 10. ok, but why the rudeness? Later when store opened talk with a Caucasians male who i presume to be the manger. he was as rude, uncaring, unprofessional as the other employee.
i had been debating rather or not to continue as a customer of t-mobile, these two surely help me to make up my mind. Talking about customer no service!

6/4/19 - I went to your store on Johnnie Dodd’s Blvd, Mt Pleasant SC with my 6s iPhone and I purchased a new XR for replacement and the salesman was uploading the 6s information to iCloud. After waiting a while, I agreed to leave it as he told me their WiFi at the store was extremely slow, and I’d return then next day to complete the transaction.
6/5/19 - I returned and another salesperson assisted me. Nothing had uploaded and she suggested I purchase additional iCloud storage which I did. Once again I agreed to leave both phones so she could transfer all my information from the 6s to the XR and would advise me when it was completed. The 6s was in working order when I left. I called later in the afternoon and was told the uploading was not completed so I told them I’d be in the following day.
6/6/19 - I returned to the store to find out the upload had not been completed (once again “slow WiFi “) and was told to just take it home where I could complete the process with a stronger WiFi. When I got home the 6s was/is completely dead and will not power up at all so NONE of my data was uploaded and is completely gone.
6/7/19 - I had a appointment this afternoon at the local apple store and they confirmed the 6s is gone!
The bottom line is, I received EXTREMELY POOR service from several T Mobile employees who actually ruined my 6s causing the phone to become inoperable and me losing ALL my data!
I would respectfully request appropriate compensation from T Mobile.
Regards,
Tim

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

Hello I am having a issue with my account and T-Mobile has done nothing to step in the way of there insurance company that has the most poor customer service in the history of customer service I have never been so angry in my entire life of the way they degrade and make it seem like you have stole something that was out of your control

Good afternoon, at the beginning of April 2019 I transferred 2 lines from ATT to your company due to co workers in the military utilizing the overseas military plan for your services provided in Afghanistan. I was attended by a young man name Alejandro from the store located at 2708 E 1st. ST C, Los Angeles CA 90033. The store attendant notified me that all I needed was to transfer to T mobile and they would cover the cells if I changed to new cell plans, turned in our new iphones that I had purchase within that year from ATT. I'm currently deployed overseas being I'm retired after 20 years service and continue to work as Government contractor in Afghanistan in which all of our workers utilize your services and platform. The store manager and store attendant have had my fiancée back and forth for over a week giving the run around about obtaining full credit for the cells we gave in exchange for new iphones and S10 from the store without the need of maintaining the old number. On 6 June 19 I had to cover over 1k dollars in fee being they never notified us that I needed to maintain the old number from ATT and not obtain a new one as suggested by Alejandro and supervisor ( SAMANTHA MARMOL). For the past week we have emailed , attended the store who continue to not find a solution and they continue to do runarounds in regards to paying full price for iphones we turned in including giving us mis advertised programs in regards to your company offer for overseas under the military program. This past week we were told they don't keep records of how much they offer on cells being traded in which don't make sense since they are able to pull the information of when the accounts were active in t mobile etc. The fact that im overseas and continue to have my family being pushed back and forth with this situation as a new customer and service member is unsatisfactory when my current company who are all veterans owned etc are utilizing your services overseas due to your service provided to military being tarnished by such low employee standard and lack of training from the supervisors not fully training employees in knowing the promotions and programs details being offered in each. I would like to find a solution and courses of action from your company in order to solve this situation without having to find legal advise in order to recover expenses acquired for lack of store employee education and training including poor management/services provided by such of representative from your organization. I hope that I'm able to hear from you with a solution.
Thank you
v/r
victor encarnacion
v.encarnacion77@yahoo.com
victor.encarnacion@magaero.com

I went into your Santa Clarita store on Golden Valley and you have the nastiest rudest manager he was yelling and talking awful to the young lady that was helping me. The young lady walked outside with me to apologize for their behavior. Then he came outside of the store and called her a bitch and said she would be sorry. I wanted to call the police he is horrible and dangerous he doesn't need to be there ever again I will be paying my Mother's bills at a different store until he is gone.

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

I am with this contract from T-mobile, that I paid for two line and get the third one free on a North American Plan. This deal is good for the rest of my life only if I keep 3 line alway. I was also inform that if I ever drop one line I must activate the 3rd line back again the same time, (I must do this simultaneously). I have this from February of 2017 and as of February of 2019 I decided to do as I was advised ( I drop a line and add one simultaneously) but when I did this, the rep online couldn’t do it although she said she did take care of it. Ever since February of 2019 to now I’ll call ever month and every time they will said it is taken care of and this will never occur; but every time I get my bill and they will say, I fix it only to find myself calling again and again to have this fix.

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

t mobile should have a 0 option !
for 17 months I have had trouble with my account ! I also bought two I phone 7 plus phones from t mobile and was told since I bought them they could be taken to any phone company ( I asked repeatedly before ordering these phones if they could be used on both networks (unlocked )
I asked managers I asked customer service before going over to order the phones I asked when I picked up the phones just wanted to be sure they cost over 1900.00 and guess what I can't use them anywhere but Tmobile !!!!
T-Mobile rep didn't know or lied to get the sale ! I phone 7 plus from apple works fine anywhere but these models were made only for tmoble according to apple ! I was scammed ! also we paid for unlimited service for 17 months and couldn't get the services we paid for from them ! the last rep I spoke to last week admitted to me they were sorry but in my area they can't get service here ! I always had to use my xfinity when out in town and even when I needed to make a call or even use internet on my phone !

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

I bought a new phone at the t-mobile on May 7th and when the employee there was transferring my photos he lost them all. I received no assistance from these people. I don't think they were very qualified. My parents have been customer's for a long time and we are all very disappointed in the service we received.

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

I kept asking for a manager all he did was give me attitude. Didn’t help me and then said he was disconnecting the line. Thanks for the help. You have the worst people working there that never solve anything

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

Worst customer service ever! Over the past several days I have spoken to numerous customer representatives. I have even gone into one store. After being confirmed to qualify for buy 1 get 1 galaxy promo BOOM a local store told me that I do not. I called CSR to confirm and was informed that was correct. I do not have enough words to go into details but basically was told it was on promo sheet. I expressed my disgust with manager and informed her it isn’t my job to have to tell CSR to look in my notes (per CSR) or do scrutinize the promotion. I trust my CSR to be well informed about the products they are selling. But it was a quick sorry and BYE. I will be closing my current phone line and not give TMobile anymore of my time. Horrible service! Train your CSR’s! It is not the customers fault or job to know your policies!

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

I was a preferred customer with T-Mobile. Never had a problem until after I left a personal relationship with a woman. I changed my number to move on with my life. This person continuously kept getting my new number after I changed it. Through the course of 6 to 8 months I changed my number 3 times. Changed my password, ID, and security questions and I was assured through customer service reps she wouldn't get my new number. Within an hour of me changing my number, she obtained the number. Then I was told through customer service reps that maybe she hacked into my phone so I was told to contact Samsung to do a remote reset/clean on my phone. I did that. DIDN'T WORK. I was taunted constantly and was told she knew someone 'inside" T-Mobile and they would never figure it out. Finally, as a corporate worker, this was costing me money being I had to turn off my phone because of the constant harassment. I am forced to leave T-Mobile and I feel like I was failed miserably. T-Mobile failed to protect my privacy and on 5/29/2019 around 8:03pm I spoke with a customer service supervisor name "Jass" who accommodated me with a one time $30.00 differential off my final bill. Small price to pay after the turmoil that I had to endure. The very least T-Mobile should have done is satisfy the last balance of my bill, because I had to leave through no fault of my own. How could I ever recommend T-Mobile to family, friends, or colleagues after I was treated.

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

Not it hard to understand when you are client that pays your Bill's on time that when you try to purchase a iPad pro tmobile makes you pay for additional line when all you need is the ipad pro to use while at your business there policies suck and make no sense period they dont lookout for the interests of their customers but only their own...just like every other company... I'm definitely looking for a new carrier...

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

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

Im missing a payment 120.00 on May 17Th 2019 from the Jamaica plain store Boston ma I'm sure someone stole it my number is 774 291 2265 with no explain ation this is a serious matter I'm also rharris7286@gmail.com somebody has to know something please help thanks this a criminal matter

I am a long term customer of T-Mobile, over 15 years... I use a cellphone only occasionally, so I chose the prepaid plan, paying $100 for 1000 minutes... not a great rate by any means, but OK for me. I had a balance of $120 (1200 minutes) when I failed to purchase more minutes within 12 months... I planned to, but had a serious illness in the family, followed by a death... so it lapsed. T-Mobile erased all $120 of my balance. I called, hoping that my explanation, and offer to fax a death cert for verification, would lead to them giving me back my minutes... the first rep refused, was very snotty as well as hard to understand (Filipino, of course), but eventually agreed to give me 50% of my balance back. A day or two later, I found he had lied... no balance was returned. I called again... 2nd rep hardly knew English, so I asked for her supervisor. The Supervisor informed me that now my long-term T-mobile phone number had been cancelled and given to someone else... she was also very snotty... she agreed to give me a new phone number... I asked for one easy to remember, she ignored that request... gave me a random#... but promised to put back 50% of the original $120 balance. Next day I found that the supervisor was also a LIAR. No balance returned. Called and spoke to the 3rd rep... this one FINALLY actually restored 50% of my balance... but after questioning her (she did not volunteer this info)... my balance would be erased again in June, only a couple of weeks later! So I had to quickly buy more minutes to prevent again losing all of my balance... again.
What appalling treatment of a long time customer! As soon as I run out of minutes, you can bet I will never deal with the greedy, rude, incompetent, LYING dirtbags of T-Mobile ever again!!!

I called in on 5/20/2019, was promise by a supervisor my services wouldnt be disconnect until 05/27/2019 the supervisor I spoke with RRG and agent Art 457682. The supervisor I spoke to today which was Jose out the tampa office was rude and didnt believe nothing I mention to him, I asked can we review the CALL and he told me NO

Store 4476 (5055 W Ray Road, Chandler AZ)
The worst store ever. Not only is the sales person Kaleb a lier but so is the store manager Fernando. I wish I could say Kaleb is bad but after interacting with the store manager he came across as not being so bad. Guess what the manager Fernando is worse. Unscrupulous and Rudeness should be their store motto. WORST SALES TEAM EVER.

The staff in the t mobile store at the treasure coast mall were very rude and unprofessional. It was opposit of what I was expecting.
The two ladies spoke to me like I was a child.
This was unexceptable.

Nobody picks up the phone. Keene NH T-Mobile opens at 9 am. I call at 9:16 and again at 9:30. The phone rang for about 3 minutes and no answer. Even Walmart picks up when they open.

Tmobile overcharged my account by 40.00. When I asked for a credit they stated they can only credit me 30.00 at this time. I asked to speak to a manager they placed Jeff W. From the call center in Tennessee whom was extremely rude and over talked me. He stated he will not credit me the 10.00 since I asked to speak to his manager. He could not locate a manager and states they will reach me in 24 hours. Another problem I had. Promation for 2 free tablets 2 years ago in September paying 10.00 each line for internet. At the time I had 2 voice lines. One voice I disconnected and currently just have 1 voice line. Tmobile tells me since now I only have 1 voice line I'll be paying 20.00 each line for the tablets. Which I was never told that not once or twice. But now calling almost 2 years later. Makes no sense. Point is Jeff W. From Tennessee call center did not help me one bit. Extremely rude . Poor customer service skills. I've been a customer for 15 years.

The worst service ever no one helps just pass the buck and take my money with no service

I have talked till I'm blue in the face signal issues with T Mobile. What I come to conclusion is, Nobody cares!! I switched from sprint to T Mobile about two weeks ago. Sprint did nothing but lie to me about charges so I switched to T Mobile. I was lied to again. "Oh, we are better than sprint, we have coverage everywhere in San Diego". I switched and now I have no signal in Coronado California at the Navy Base. Now I have found out that all your people knew about Coronado signal issues but your sales people were not up front with this info. Now I have to have a booster sent to me to try and see if I get signal. My cell phone is a brick. unless the signal booster works. Some folks tell me the booster did not work for them. There is a T Mobile tower 5 miles from me in National city. I was told that I am too west for that signal. Come on!! Please fix your signal issues. I was told that the engineers are looking at this problem. It looks like they have been looking at the same problem for years. Most people have left T Mobile here on the base. I don't understand your company being ok with loosing business. Please adjust the tower to service Coronado. I was also told another lie. "oh, the navy bases do not allow signal due to stuff that goes on at the base" This is completely false. Sprint, Verizon and AT&T have plenty of signal here. In fact enough to stream. Please quite lying and fix the issue. i bet if I held out on the payments for my substandard service you would pay attention.

I had to pay $250 safety deport at the time to purchase T-mobile phone.
The screen at the store displayed the address I never lived
"78 Washington PI Apt.44, New York NY 10019-704".
Called its Customer Service but was told "it is due to your Credit Score".
My credit score has been over 700...
I guess T-Mobile used that address to make me pay the $250 safety deposit.
I will return the phone and go to other carrier with better Customer Service.
Never purchase T-Mobile as they use a fake info. to get money from the customers!

My phone is damaged and frozen from rebellion. I had got in contact with the phone manufacturer and it took them weeks to contact me. I'm supposed to mail the damaged phone but I cant cause I need a phone. Also I told TMobile all about and told I'm was getting an new phone. Now I'm not and told I'm not paying the phone bill since all these issue. I feel like no one is helping me. Please help cause I'm close to call my lawyers. You may contact m 6469193259. It's disgusting and false advertisement

I am disabled and on a limited income, I have had T mobile for years and no problems. But when I joined T mobile again a few months ago, I asked for a phone comprable to my Galaxy J7 and your salesman said the Rvl 2 was comparable and better! But the Rvl 2 phone is hands down the worst cell phone I've ever had. If you look through all my calls complaining you'll see from day one I absolutely HATED that phone. But no one ever tried to help, they kept quoting me hundreds of dollars due before I could get a better phone, then they said well after several months if I call back they could try and upgrade my phone. So basically I felt very discriminated against due to the fact I am old, disabled and poor! I had to switch services to Verizon and pay a higher monthly bill just to get a decent phone! The exact phone you wanted to charge me 400.00 for they gave me for much less.
Now you're sending me a past due pay immediately threatening letter wanting me to pay for a month of service that the phone didn't even function and you're charging me 147.00 for that Rvl 2 phone never worked, it wouldn't dial out unless I restarted it, awful sound, calls were full of static either they couldnt hear me or vice versa, streaming was awful.
I want to know how I can fight this charge, I'm not a sue happy person and generally very easy going and don't complain, but this was very upsetting and I refuse to believe after all the emotional stress you put me through that I should pay this 210.10, I think you should lay me!!
I would sincerely appreciate a personal call or letter with a resolution.
Julie Wilson
619-751-9097

I paid into T-Mobile insurance plan from the beginning. When my iPhone 6 broke and became unusable I called the t-Mobile and they connected me with the insurance co. ASSURANT. After a few discussions a replacement phone was sent in exchange for the broken iPhone 6. The replacement phone never worked. I travelled to Europe shortly after receiving the phone and was unable to make calls unless I was on line. Could not use GPS. Phone kept saying 'searching'. Got back to the states and the same. My car would not start at one point and I had to ask a stranger to call.AAA. When I was connected to wifi and received calls, the phone would register the incoming call from China even though it was a local call.
I reached out to T-mobile and they attempted to get the phone up and running properly. After a full day non the phone with an EXPERT I was told to call Apple support to get the phone working......they could not accomplish this. A couple of days later I reached another expert who said they would send me another placement phone......ASSURANT said no and actually hung up on me. That was a week ago. I still don't have a replacement
phone .Meanwhile I have talked a number of 'experts' all promising to fix the situation but never able to. They even said they would upgrade the phone but never sent it out....it gets worse but I am running out of space. This is essentially a BS company that I will dump.

my dad bought three phones a day after christmas. I came in march to pay the bill two weeks earky. my son phone was messing up he could receive calls but he couldnt dialed out. The lady told me they had a promotion for five lines for a cheaper price i was paying.i didnt need five lines i just needed my son to have a working number .so i agreed. we gotten a free phone with the promotion.so i gave him my phone ,i took the new one. i told the lady i want to keep the same numbers i have had this number for 11 years. Besides my son has mess his phone up ny changing my google account,he didnt know all the phones were on one google account. the lady said to keep from messimg my phone up just give him your phone you take the mew one,so i did.When it was time to port over numbers the lady on the phone didnt want to do it.she said it would take five days to port over so i waited,they never reached back at me i went back to the store,thats whem i found out they couldnt switch over to the 5 lines,so i told the agent in the store and over the that is okay cancelled the 5 lines i keep my 3 lines has original i dont have to have my numbers ported over since they say they couldnt. do it.so they had to put a ticket in to cancell the 5 lines ,put me back to the three i had.. that never happened they have lied to me over and over again, they have cut all three phones off i couldnt get on touch with my kids. i told them i needed the same numbers i had for 11 years, for my job and school. until this day employess have lied supervisors have lied also, they have wanted money for a service i never gotten to use. they give you false names.then one man turn around and cancelled my whole account,i didnt give him permission to do.i have gone into the store every other day trying to get them to give me the three lines i had with the phone numbers. i would have never took my business to T mobile,is that what T mobile have reduced the company too being crooks. im a single mother/grandmother raising two kids their mother died when they were 3 years old.Now my son phone is off he was the only one that had at least 2weeks of full service while they supposed to be working on fixing my peoblem that T mobile created it was Tmobile fought,theym cancell my service then they turn aroung canell my account me and my daughter phone we have been without service since March the 17th, i have spoke to 10 different people every time i go there they make up a ticket putting the peoblem further behind,so they last guy i spoke to on March 29 told me that he was going to give me a credit for March billed not to worry he was putting it in the notes has we speak./ he even told the manager that in the store. the manager told her that i needed them to make sure that she has a phone on so she can receive calls from my job because they call at 4am in the morning to give me my job assignment.so he gave me another number said this will be a temporaily number not assigned to know account until this, issue get resolved. at least i can get calls,and call out.but i cant still call mykids.My son was the only one with a phone because me amd my daughter phone was disconnected. My son phone was off for three days until i went in the store they fixed that emporaily it stayed om for an week, the agent assured me that the phone wouldnt get turned off i would get tect messages every week asking me for money to reload and we never gotten to take advantage of the 5 line promtion so has a payed the money two weeks before the 3 orginal lines were due. i went to work i tried to use my phone i was cut off they wanted me to pay the 100 sollars. the agent in the stores paid the 100 that i would have originally paid if i wouldnt have gotten the 5 line promoltion. we thought everything was okay then two days after that it gotten cut off i went back in the store on the 29th,the manager wasnt their i spoke to the customer service departnment a man name delalgo,supposed to be a supervisor,he put me on hold he said that they had tickets are ready out concerning my matter,he would try to help me he couldnt promise me,so the store was closing i gave him the number at that time they gave me another sims card so i could be able to call out until they fixed the problem with the two phones that they were trying to port back over right along with my son number now his phones is off,they were trying to include his number in the port,well i never gotten the phome called instead he cancelled my entire account no one gave him authorazaton to do tbat, so i had no phone over the weekend and while i was at work. i went back in because i had to work for two days before i was off again,that is when i found out what the agent has done.what started out me paying for three prepaid lines,for 110 a month.now i have three different accounts open up in my name that i didnt ask for.Now i have to pay for phones that have not been working it would showed up in their system as being active,but the phones were now having service i couldnt call out neither were my kids being able to used their phoned. T mobile is still asking for money.if it wasnt for this man i talk to name Blake dont know if it is his name he told the manager tp put a sim card in my phone she gave me this number to use to they resolved the issue, and some one went back inand assighned them other two lines back on the account that supposed to be cancelled because they were trying to port me back to my original three lines with the original munbers i statred out with. please help me i never got a chance to take advantgage of the proption that i had paid for because two days later my phones were cut off,as soon as they turn it back on after they had creditn 100 dollars to the three lines ,in the meantime we were told in 5 days it will do back to my three lines they cancelled the five line promotion they never gave me my money back, now they want me to pay 150 dollars for no service on two phones the t-mobile mansger have really tried to help me the customer service people have been rude to her,threatened her with her job we have held on the phone for a hour no one came back. Please will you have Mr John Legere contact me maybe he can help me.Now my job is at stake now because i have missed jobs assignments,almost gotten written up.because my phone was cut off and disconnected not because of non payment it is due to T mobile making the mistake and they have admitted to me but they refuse to correct

Ever time I pay my bill you screw up my phone I call over and over and nothing they say they will call me back and nothing I have missed important calls and text I pay for a service and nothing your stealing your not holding your end of the deal. T-Mobile is the worst

I was told i had to come into the store location in order for me to have the original delivery of my phone from UPS to be changed to a different address. I realized i wouldnt be home and wanted to redirect it to my work so i could recieve it. it was busy that evening when i walked in and just sat and waited for my turn. it was almost a good half hour and still was never acknowledged by any of the 3 employees..not even a hello. there was even a person who walked in after me who got taken care of. I just stood there in disbelief but didnt want to cause a scene but that really made me livid.Finally when the guy was able to help me...i then was told they HAD no access to changing the delivery. they let me use their computer to try logging on the UPS site to figure out a way..but he had the audacity to walk away to help another customer and so i was just standing there waiting again.( that would have been nice if he could have done that for me from my initial walk into the store).
Finally got fed up and walked out and said muttered" nevermind, its okay" and the guy didnt even lift his head up to look at me or care and continued to look at the computer screen info he was looking up for another customer. I had my 7 yr old with me and he was starving because we had driven straight after work and picking him up frm school to go there because i thought it would be a brief visit. the whole experience was awful. if the guy could have just asked what i needed ..i wouldnt have wasted all that time there. I will never go back to that location again. Seriously needing a refresher course on common courtesy.

I was a customer of T-Mobile for over 9 years. Auto Pay. Service is terrible, Customer Service is terrible. I had a credit card on file for auto pay and it quit letting the payment go through. I called and asked what the reason was for auto pay not taking the card and they said the card was bad. I then made a payment on line with the same card. I finally had had it and went to boost mobile. As soon as the phone was shut off I was not able to make the final payment without having to call. Guess what 30 to 40 minute wait time to get a person. Worst Cell phone company ever. Quit running commercials all night trying to get new customers and take care of the ones you have.

Yes me and my children have been with t- moble 5 years I called to change my payment arrangement date to a week later the Girl I spoke to at the so called team of experts told me yesterday wait till your phone gets disconnected then call us and we can make a payment arrangement for you she told me it’s happened to me so I took it as it happened to her so she won’t charge my payment arrangement after I told her I said the wrong date bye mistake not good at all since we have been with there company for sooo many years

T-Mobile is the worst customer service I have ever seen. Playing tricks on customers and making them to pay high. They mentioned me $25 for plan & after one month they gave me $75 as due. When I ask them they just simply say we are sorry. They just play tricks on customer and when we know that they just say sorry. Looking to complaint on T-Mobile service. Looking for some help.

I contacted T-Mobile in June 2018 when I was considering switching my service from Verizon. At the time I had three phones I was paying off and it was above the limit. The Customer Service Representative was helpful and offered me to purchase SIM cards for my phone if I decided to switch. Now that two of three phones I wanted to switch are paid off I called this week to switch only to find out that an account had been established and submitted to collections for non payment. The CSR provided me with the collection agency phone number whom I contacted to find that the account was settled. Furthermore when I attempted to use the SIM cards I purchased right out the package from T-mobile, I was told they were deactivated and I had to purchase new cards. I was told to go into the local T-Mobile location in Durham and see if they would take the old cards and give me new ones. They would not. Had to purchase new cards at $80.63. I am seeking reimbursement of this cost or credit to my new account 966-417-526. I did not activate or deactivate the cards that were sent to me. I did not open the package.

....on 2/28/19 at T-Mobile 5200 RAMON RD PALM SPRINGS CA..I took out a sim only phone package for ONE MONTH @$42.50 I did not know NOR WAS I INFORMED that my I-phone would then be locked into T-Mobile for 365 days (as you're Customer Service has now informed me) I had a lengthy chat with the young man.. sales rep#****472 who set up the programme in Palm Springs about the U.K he was very clearly aware that I was on vacation for 1MONTH...I am now back in the U.K and cannot use my I-phone for 365 days!!!!! I need my phone unlocking....not through any lack of loyalty but because T-Mobile is not in the U.K where I live.... PLEASE I need my phone unlocking ...this is a unique situation that (apparently) needs a unique solution....I feel that T-Mobile took advantage of a small window of opportunity to behave in a dishonest way by not informing me "AT THE TIME" that my phone would be locked in!!!! I hope you agree and give me the unlock code OR unlock my phone.. (I have been with you're "sister" Co. EE for 15 years but alas they cannot help )....the phone number in question is # 760 -623-6745....other info(sim:8901260175779986948).
and (transaction (#CTMS612ZF00366) ...(act#******933.....)sincerely Elaine Simpson

Its really ridiculous of waiting more than 40 minutes to pay a bill. You're unable to pay online bcuz of technical problems...
Now...theres 5G!! WHERE!!! Im unable to get 4G coverage!!
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