T-Mobile Customer Service
Rated 1.53 of 5 Stars
Based on 1098 Complaints

Contact T-Mobile Corporate

Toll free phone number: 425-378-4000

Upset? If you have experienced poor customer service from T-Mobile, the best way to get satisfaction is to register your own feedback using our complaint form. If you are a customer who is experiencing issues with your account, the best phone number for customer service is 1-877-453-1304.

Normal business hours generally apply to reach a live person at the T-Mobile corporate office by calling 425-378-4000. Their mailing address is 12920 SE 38th St  Bellevue, WA 98006. You can also dial 611 directly from your mobile phone to get support 24 hours a day, 7 days a week. However, the 24/7 hotline is automated. To reach a human customer service rep at T-Mobile, you will need to call during normal business hours 7 days a week. The longest hold times are generally at lunch and in the evenings.

Common reviews of T-Mobile are not good and include frustrating support, long wait times, billing problems, insurance claims, and rude employees. Often times the challenge relates to signal problems or issues understanding wireless account questions. Are you having a ripoff moment? Let us know.


Experienced poor service? File a complaint here!

T-Mobile Contact Information

Report complaints to corporate and get satisfaction

  • T-Mobile headquarters address

    • Deutsche Telekom AG
    • Bellevue
    • WA 98006
  • Company website

  • 1-800 phone number

    425-378-4000
  • Better Business Bureau rating

    A-
  • Customer service hours

    24 hours a day

Browse reviews of other Cell Phones



Top T-Mobile Complaints

Browse more than 1098 reviews submitted so far

20

The worst customer service. No qualified folks at the customer service.

20

-I got a phone number belonging to a person who had just given up the number. They have many enemies, as evidenced by my receiving curses by text and e-mail.

-The person before me didn't pay their bills so I kept getting messaging from T-mobile regarding money I owe, despite not owing any money.

-The person before me tried to get their number back and asked to port their number, once it was mine. I spent hours on the phone with T-mobile trying to change my number to an easy number and give up the number. However, T-mobile was unable to offer me an easy number to remember, so I kept the old number.

-The person before me changed my pin on my account.

-Whenever I needed to reach T-mobile, I was asked to call customer service. I wasn't given the option to e-mail them, and the people working for customer service did not provide their full names or e-mail addresses for follow up.

20

Lost all my hope and respect for T-Mobile! I’ve caught T-Mobile literally serval times over charging my bill!!! I’ve also caught representatives upgrading my plans telling it’s a new promo it’s. Cheaper than what I was paying and then i ended up with a 510$ bill.lmao so then T-Mobile tells me ok we can fix it just pay the 510$ and your plan will be changed the next billing cycle!! Wow!! What about pass June July 2023 I found out I had a device I was paying for that I didn’t know bout until I called T-Mobile and ask why was my bill so high and they told well to have 3 watches!! I said I don’t have 3 arms why would I have 3 watches I only have 2 watches one mines 1 for my daughter! December 2023 representative told me I owed a back balance of almost 200$ from October unfuknbelievable that T-Mobile will actually let you go that long without paying the bill!! So one tell me why I paid the bill and still had to go into payment arrangements? Oh I know hidden fees T-Mobile say they don’t do the attorney general need to take a look into this seriously it’s something going on

20

They are trying to charge me for replacement phone I already sent back to their warehouse . Tracking his showing phone was delivered there but there are still trying to charge me . A complete scam

20

I am Canadian . When I came to Florida in early Nov. I went to T Mobile to have a line added to my iphone till April. When I went to pay I asked should I pay the total amount or pay monthly.I thought paying the tital amount was simpler.then a month later I had to return to Canada so I went to the store and they said I had to contact an office.I wanted to get a refund.The person said that there would be no refund as stated in your policy.I told them that I was never advised of this when I purchased the line.I was basically Told to bad to sad.I requested a supervisor.The supervisor said that she was concerned that I was so angry and said that she would Issue $160 back to my credit card.I thanked her and said that I didn't appreciate being taken advantage of at 79 years old.
The days passed and no credit so I called back.A
snarcky person again went through the no refunds.I spoke with another supervisor who was as belligerent as the clerk.
I would like a responce to this issue. One supervisor said she entered a credit and the other said basically shove it.
If this is the way you treat people I will have report this issue in the Snow Birds news letter not to use T-Mobile when travelling to the US.

You can contact me

20

I was with t-mobile for over 13 years only for the last six months or more I had many problems with my phone that cost me eight hundred dollars with the same problem never be taken care I cancel them they sent me a bill double the amount from my last bill after costing me 800 and about four different phones and nothing being fix its not right

20

I have been a customer of T-Mobile for 22 years and I have never been so frustrated.
I upgraded my phone on January 13th and apparently the rep at the retail store set up my phone to hard of hearing and I’m was not able to receive or make phone calls.
I can now make calls but not receive them. NO ONE can even help me without hours one hold and transferring. When I called the retail store I was HUNG UP on twice. I just this issue rectified. I need to be ABLE TO RECEIVE CALLS. I’m so frustrated with mobile and their unprofessionalism. How do you pretend that the person who screwed up my access doesn’t work there and the hang up on me???????????? I spent a ton of money to get upgraded. T-Mobile should be ashamed of themselves.

20

HORRIBLE, I didn't choose Tmobile, and I never had any problems when it was Sprint. Since switching over to tmobile it has been nothing but problems and frustrating issues. I submitted military discharge papers for a discount, however every time I try to change my plane to save money I get an error and cannot change. Went into the store and the level of rudeness and and complete incompetence from the sales associates was baffling. I tried to make a simple change online, unable to. Called customer support and while she helped with the initial problem, it took 15 minutes just to get past the ignorant automation to get redirected to an actual person. Then it took 30 minutes of listening to tmobile advertisements while on hold waiting to actually talk to someone. THEN they actually charge me $10 for the honor of actually talking to a human person. Not to mention the dropped calls, spotty cell service in rural areas. RUN from this atrocity of cell service.

20

In August 2023 I called T-Mobile to inquire about current promotions. I was told that if I mailed in my 2 iPhone 12s that I could get new iPhone 14s free of charge. I immediately started getting notifications that I was going to get charged for the new phones. I immediately called and pleaded with them to please listed to the recording. They said that they couldn’t do that. They finally decided to enroll me into a new promo that would give me a discount on my new phones. I didn’t want to pay but felt like I had no choice. After 4 months I received a new bill again charging me for the new phones. They cancelled my 2 year contract after 4 months! I would have never gotten rid of my 2 iPhone 12s that were paid for had I known I would be paying for the new phones. PLEASE CORRECT THIS! This is wrong! How can you cancel a 2 year contract after 4 months! I shouldn’t have to pay anything for these phones in the first place!

20

I have been treated after8 years so poorly by the customer service team. Promises of call back. Never follow through they blocked my checking account after the Rep typed in wrong information. It is just one thing after anothet

20

Thugs and thieves at best. I signed up for a phone for 400.00 whopping dollars. They said I could take 24 months to pay off 278.00 because I could prepay anytime without penalty. How they are thugging me saying if I want out of t mobile the phone will now cost me 799.00? Hell no. Thst was never what I was told by their salespersons in their now defunct dtire

20

Horrible. I filed a claim to get my device screen fixed. The CPR did not have all of the pieces, wanted me to wait 4 days. I told them no, to put my screen back on and ill go elsewhere. They noted the claim was rejected...the claim was rejected by me. I call T-Mobile and they aren't letting me transfer to a different location.

20

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

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

20

I have had the worst experience with T Mobile I'm just getting started I've paid for this phone for 2 years and they said I was leasing it.and if I didn't turn phone in and up grade I get charged another 300 and took my payment for 125.00 and suspended a special needs kids phone

100

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

20

My bill in May was $152 and I got a promotion to add an Apple Watch for $2.49. After I purchased it, it was all lies. I got promised (after 30 days), they would fix the bill. But the can give it to me with line for $12.50. Even though, I do not have a separate line for the watch. Today, I found the charge is $192 after auto-pay. I spoke with Chris, Leah, and Charlie and they have been rude to me. Even though I offered to pay the remaining balance for the watch and go back to $152. But they changed the plan without my knowledge. I am not proud to be part of T-Mobile because after 5 months, I will finish the installment for iPhone 13 and I will move to another carrier that respect their costumers.

20

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

20

On October 28, I accidentally dropped my phone, resulting in a non-responsive black screen. Subsequently, I contacted T-Mobile to initiate a repair claim. Hoping to maintain access to critical communications, I asked if my iPhone 11 could be activated as a temporary solution. However, the device couldn't be linked due to issues with the one-time text verification.

The following day, I reached out to T-Mobile again, hoping to resolve the connection issue. Unfortunately, neither customer service nor technical support could ascertain the cause of the problem. After three unsuccessful attempts, I was advised to visit a store for assistance.

I went to the T-Mobile store located at 125th and decided to upgrade to an iPhone 14, given that the connectivity issue remained unresolved. Although the store staff assured me that the phone was connected and would be functional soon, I remained unable to receive calls or texts.

On October 31, I spent three hours at the T-Mobile store trying to set up my phone. Yet again, the staff were unable to help and directed me to call customer service. Despite my repeated explanation that I couldn’t receive texts or calls, including the one-time verification text, the store insisted on this procedure.

Now four days without a functional phone, I decided to repair the screen of my iPhone 12, as it was the last device successfully connected to my service. As a result, I was forced to return the iPhone 14, which I had hoped to use. I was charged a $70 return fee, which I felt was unjust given the device never worked properly.

Despite a new SIM card, the issues persisted, and out of sheer frustration, on November 1, I contacted T-Mobile with one last attempt at resolution. It was unsuccessful.

In the end, I was left with no choice but to change the phone number I'd had for over 18 years. T-Mobile was unable to facilitate this without a one-time pin, which I couldn't receive. Disappointed and dissatisfied with the lack of support and service, I decided to end my relationship with T-Mobile after a decade.

In total, I spent $165 on the new iPhone, $70 on the return fee, and lost a phone number that had been with me for years. My experience with T-Mobile's customer service and technical support was deeply disappointing.

20

On November 3rd I attempted to return an iPhone from the store i had originally got it delivered to 34760 ford rd located in westland and spoke to a black lady name Ishraq. She proceeded to tell me because i didn't have the box they weren't gonna accept the phone. She was extremely passive aggressive while i was sure i could make the return having spoke to someone from the same store prior to showing up. She confirmed this with cam'ron the manager.I left highly disappointed. One of the members proceeded to make a joke using a sarcastic remark prior to me leaving. I then called customer care who confirmed I had 20 days to complete the return and proceeded to tell me the box was not a requirement but a recommendation. I called the store again and Camron again begin to tell me he couldn't take it without the original box. I then called customer care again to let them know my issue and they called the store to correct them. Camron then proceeded to change the subject asking if i had access to the apple ID. Due to him not acknowledging his fault I got upset and called him retarded for not knowing t mobiles policy as a manager of the store. He then proceeded to argue with me so after calling him , I hung up extremely dissatisfied from the members of that store. November 4th I called to see if he would take the phone after being corrected by t mobile care center day previous of t mobiles policies and he declined me service telling me to go to another t mobile store telling me he was denying me service.

20

I had fraud on my bank acct I had to close the acct and open a new one. I called T-Mobile and gave them my information then I get a email saying I owe 92$ so after several attempts to speak w/someone finally I get to a rep and explain my situation AGAIN (for the 3rd time) explaining there was fraud on my bank acct. etc…she agrees to remove the late fee charge and puts me on hold, then the call drops so here I am AGAIN ON HOLD waiting to explain my story yet ONE MORE DAMN TIME!! I am furious. The rep never bothers to call me back Iand now I’ve been on the phone for OVER an hr for a situation that T-MOBILE MADE WORSE

20

We went to change services and it was a cluster. First they had us disconnect our phones before being able to provide us with new ones. We had to wait for them to go get our phones and then had issues because of me not being able to remember my password it is do old, my bad. Then instead of doing a cable to cable transfer she told me I had to wait 6 hours to receive and reset from google. I went back and asked for a cable to cable transfer and the gal didn't know she could do it that way. I use my phone for work and needed it. When I returned to the store I fell over their curb, injuring myself and when I said something not one of the employees asked if I was ok. I will not return due to lack of customer service.

20

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

20

i've been holding for over an hour for customer service; i have not been a client but 3 weeks and i'm already unhappy
i went to a Homeware show in Tinley Park Il and TMobile had a booth; i purchased a IPhone 13 3rd generation
with all the promotional and discounts my bill was to be $55/month; i recd a notice i need to pay $72.43 on Oct 21st
the summary is wrong and there are items on the bill i know nothing about and a phone number that is not mine
i need someone to check this out ASAP ; i'm at work and the reception is poor in here so if someone
would text me i would appreciate some info thanks in advance

20

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

20

My phone tells me I'm not registered?? Why am I paying t mobile 40.00 a month for past 7 yrs? This problem shows up every 2 to 3 months average 4x a year for past 7 years. I call them they reset phone works 2 to 3 months problem comes back!!!! I file a complaint call back a few weeks later they say it's completed and closed out only for it to happen again??? I need to talk to somebody at corporate level Please. 203 895 8601

20

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

20

T Mobile is impossible to reach in regards to contacting them about billing, payment etc. The wait time to reach someone is upwards of an hour. Consequently, nothing gets resolved as I cannot wait to speak to someone for hours at a time. I often give up after an hour.

20

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

20

I cancelled my T-mobile home internet service on March 26, 2023. I shipped the equipment back with the return label your representative emailed me.

20

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

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

20

T-Mobile got 1 star because it wouldn't allow me to give u a Zero and that's what ur worth to me a big fat 0.... I was with TMobile for 7 years when an accident left me nearly dead for 7 months... When I got home I paid $664.00 that I owed them including the price of a phone TMobile made me start over as a new customer and then made me pay for the new phone upfront they then told me I was a new customer and anything I wanted I had to pay cash for... I wanted an apple watch and they said I had to pay $400 plus tax and activation fee I ask what happened to my 7 years worth of f points... OOOHHH T-MOBILE STOLE THEM FROM ME.. I paid u the $664 I owed u but u stole my points from me... That makes TMobile thieves ur pathetic thieves who stole from me.. it's only fair u give me my points or my $664 otherwise ur a thief a con artist... NOW LETS TALK ABOUT THE WELCOME TO TMOBILE PACKAGE Another joke another way u thieves got to me.. u see I took a survey and for S&H I got a free gift So I picked the Watch it's funny I couldn't get it but I could get cheap ear buds or a mini vacuum or back pack BUT NO WATCH When I tried again it said I was out of time SO THATS TWICE U F____ED ME IN THE NECK .. 7 YEARS I SPENT WITH UR COMPANY AND I DIDN'T MEAN A DAMN THING TO U. I SERIOUSLY LOVED TMOBILE But right now just wish I was dead from all I went thru.. I cared enough to pay u and all u cared about was F. Ing out of my white apple watch... I'm so hurt by this I'm just broken and ashamed that I cared so much about TMobile and u cared so little that taking my 7 years away from me made u the big man the bully.. I hope that Apple Watch gets u ahead in life because I wanted it because during the crash my phone was lost I couldn't call anyone and I thought the apple watch would have gotten me help but that's ok my Opinion of TMobile is ur thieves ur con artist and I'm with u for 2 weeks I'm going to ATT I can be a nobody anywhere I won't be a nobody with someone I spent 7 years praising...

20

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

20

I went a Tmobile store, spending 4hours trying to open the new line for our business at June,26,2023. In the end they told me the line cannot get successful because of the system had problem.
At the middle of july, Tmobile sent me the bill to pay the monthly fee, I was very surprised because this service was not get through, and I did not receive any service from T-mobile. I called them hotline. and they asked me to the Tmobile retailer store to identify details. So I did spend 2hours traveling and waiting in line to explain why I showed up there. and their staff told me, they cannot do that service for me. Only way is to contact the service line by myself.
I called Tmobile again. they asked me to go back to retailer store again.
I m very struggling, and waste a lot of time to solve this non existent line and service.

20

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

20

To who this may concern. My name is Camella Bisnott the owner of Lavish Home flips and Cleaning llc. On July 16 2023 i spoke with Carla Manga from tmobile who told me that due to me being targeted by tmobile insurance company she would fix the issue by giving me two Iphone 14 pro max for free.I would never recommend Tmobile to anyone for the simple fact of all there promises that they make, however they don't keep them. I am paying $607 on a phone bill monthly that include insurance and I'm being targeted by there insurance company. Every insurance claim my company does gets denied even tho I pay 180 an insurance per month. My son was held at gun point for his cellphone. I had to replace his phone. I was told there was misrepresentations. How could that be when I have a police report and witness? All the claims on my account have been denied. So they have to do a in-house claim, which they ended up doing warranty claims that cause my account to show due for more than what it is, because they never adjust the bill to show that I don't actual owe to return a phone, but rather than them doing a in-house claim they replace with a warranty phone which I should be returning. After communicating with supervisor Carla Manago who spoke to me on 4 occasions and reassure me she would call me back today to resolve my issues outside of the issues with a replacement. She told me she place an order for replacement phone on a promotion for two free phone that i didn't have to pay anything. however I never got the eip email to get the order send off. I'm still waiting on her and no call. I wouldn't recommend Tmobile to anyone not even my enemy. Worst service provider with a lot of promise. Last night 7/17/23 I spent 4 hours on the phone with Tmobile -hanging up on me by supervisors, customers service rep the list goes on. on July 22 i spoke to many supervisor who kept hanging up. As i was at the office working. they turn off my internet . deleted my internet account saying that i had call in about internet service issues when i didn't, In the middle of my business programing equipments the programing stop which cause tow engine to be damage, lost of files on my computer and not able to take a clients payment who now is no where to be found. After i reach out again no one seems to care about my issues, all of a sudden my phone is having man drop calls, going in to sos ect. I need them to look in to this matter before it get anywhere else. They need to be held accountable for there action, especially with customers who has medical issues such as me, anxiety, depression and post traumatic disorder a lot with other issues. they told me that the will pull all my calls from the 16th and they haven't , they said they have a higher department look into my account. They also document things that didnt happen on my account as well.

20

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

20

I would never recommend Tmobile to anyone for the simple fact of all their promises that they make, but they don't keep them. I am paying $603 on a phone bill monthly that includes insurance and I'm being targeted by their insurance company.Every insurance claim my company does gets denied even though I pay 180 insurance per month. My son was held at fun point for his cellphone. I had to replace his phone. I was told there were misrepresentations. How could that be when I have a police report and a witness? All the claims on my account have been denied. So they had to make an in-house claim, and they ended up making warranty claims. That case my account, I show, is due for more than what it is because they never adjust the bill to show that I don't actually owe it, to return a phone, but rather than them making an in-house claim, they replace it with a warranty phone which I should be returning. After communicating with supervisor Carla Manago, who spoke to me on 4 occasions and reassured me she would call me back today to resolve my issues outside of the issues with a replacement. She told me she placed an order for a replacement phone for a promotion. However, I never got the eip email to get the order sent off. I'm still waiting for her and no call. I wouldn't recommend a Tmobile to anyone, not even my enemy. Worst service provider with a lot of promise.This would is the worst service I've ever had. I was told by a supervisor, Carla Manga she would be providing two promotional phones which I only needed to pay $100 for each. She takes care of the 24-hour shipping fees etc.
She said that all I needed to do was wait for the eip she would call me back yesterday. She didn't call back
Last night, 7/17/23 I spent 4 hours on the phone with Tmobile - hanging up on me from supervisors, customer service reps, the list goes on. T-mobile doesn't care about us. $607 per month is a lot for such a small business to pay to be treated this way. Still haven't resolved my issues .... so until they can resolve my issues, this is the way it is, because I have no trust in them.

20

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

20

They have went from the number one cell phone company to the worst. The nine professional agents not knowing their jobs over charges lies it is nonstop. Bad customers service. I’m so disappointed in t-mobile

20

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

20

Dropped calls, signal is constantly intermittent even when laying on a table. I tested the bandwidth, it is fluctuating so horribly since they upgraded a tower near the airport, we can’t keep a phone call for more than 10 minutes! I have reported this for over a year with no help in sight!

20

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

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

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

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

20

I will NEVER recommend this company to anyone! I ordered a phone but couldn't get service in my area. Before I could return it, $202.14 was taken off my bank card. I have been getting the run around about getting it back. After speaking to at least 5 or 6 people,they keep changing the date that they say I received the phone and now says that I am not eligible to get my money back.

20

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

20

Y name is Vernon Bowden and T mobile customer service and self proclaimed polices have had me to call and fix every issue that was done by T-mobile involving the wrong phone placed on my order, me trying to exchange the phone but told I had to wait til I receive a phone that was still in the ware house, T-moble putting the wrong address on the package and wanted me to call UPS to change it, and now T-mobile took $90 out of my account for service after I concealed everything after giving me a Hassel about the phone. And now I.reported about this issue on the 15th of June and they supposedly had reported about it for a refund that would take 2 or 3 business days. But told today they would just now report this for the refund today. I need my money today and need to talk to anyone other then customer service who can call me about this issue NOW.

20

Hostile aggressive behavior amongst T-mobile employees.

20

tried t mobile under the impression it was a trial got sim cards 5 days after sign up didnt work with all phones canceled same day and a month later got a bill for $220 called and t mobile said it was a valid charge will be contacting consumer bloggers and posting the facts on my face book page to ley people decide their opinion on the matter

20

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

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

20

My bills is very high every month,ranging from 155 to 132 for 6 months and now they say is $117 and I believe it's 104,they been lieing about my bill every month and my phone nearly works,my phone Is the Samsung s22sms901u,I have three warranty exchanges and I'm fed up with t mobile and going to change carriers if I don't get the phone and price I want for a new phone

20

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

Sincerely,

Paula Lyman

20

Purchased new phone from t mobile doesn't work. Replacement phone doesn't work. Was offered another phone no charge and was lied to. Technician nam Kai. Spoke for 3 days then she discontinued to follow threw wit promised agreement. She conned me and played me. I have been threw 3 phones in 8 months. I don't want any of these phones . This is HORRIBLE!!

20

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

20

Here we are again, still waiting on a return authorization number. Funny when you call customer service they don’t have the number for corporate. The games t. Mobile plays. DO NOT USE THIS SERVICE!

20

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

20

Can you give one star? For two weeks now, I've had no internet (2.49 megs download) and all they can do is apologize. Their engineers just sit in their parents basement eating doughnuts.

20

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

20

Why can I not get service. Is it because I am african American? Should I contact channel 8??

20

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

20

Sold phones for tradrle in based on 800 off and trade on. Didn't apply 800 off or trade and charged full price. They lied to me. They then offered to return the phones for 70 each restocking fees. Deceptive and fraudulent practices. The customer service people were also not helpful when called to report the issue.

Stay far away from tmobile.

20

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

20

I am a new customer as of May 1st 2023. I got my home internet device in store, was very happy with the service and product. Right away I started getting emails, most with conflicting information. My daughter has an account as well and my phone is under her account. I got an email regarding that and realized they had meshed out two accounts together. I called to find out why and have it rectified. I was told it was because of the phone number and it would be separated. I then got an email telling me my bill would be due on the 22nd. I called about that, full price for 21 days of service? I told the rep I started my service on the 1st because I am disabled and that is when I get my money I’d also signed up for auto pay so there wouldn’t be any interruptions. What she said made no sense but said she could rectify the situation so I would be billed on the first and everything would be fine. I got another email about the bill, then another on the 27th. I called again and was told the same thing. The rep said she would make it where my bill would be due on the fist and not to worry. I woke up today to no service AND my phone shut off, which is paid by my daughter. I called and spoke to two reps and a supervisor who was of no help and told me the only thing I could do was pay the $10.00 for talking to them and the $20.00 fee to have my service restored. I am appalled at the lack of scruples and mis management of my account. Then to tell me I must pay for the situation to be fixed is outrageous. I did everything I was supposed to do to prevent any issues and was lied to repeatedly about it being taken care of.

20

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

20

I purchased a phone, the new Z fold, from T-Mobile 6 months ago. Shortly after purchasing the phone, I started having problems. Once I informed T-Moblie about my phone inability to send text messages and constantly dropping calls, they tried to fix it. They told me to wait a few days and it would start back working and I shouldn't have anymore problems. That was in December. In January, I started having the same problems. Once again, I called in and they worked on the phone. I was told to wait a few days and it would start working again, and it did. In late January, I started having the same problem again. This time they sent me a new Z fold phone. I thought the problem was solved. Two weeks later, I started having the same problem. SoI called T-Mobile and they worked on it and told me to wait a few days and it would start working again and it did. In Febuary I had the same problem. I would continue to have this same problem in March, April, and this month, May, as well. Over the course of 6 months, T-Mobile would go on to send me 5 new Z fold phones due to the same problem. All would perfom the same way. With my phone unable to perform simple task such as sending text message and receiving phone calls, I asked T-Mobile if I could get a different phone. I was initially told yes. I was told I could swap my new Z fold for a less expensive iPhone at no cost. However, when I tried to swap phones, I was told I had to keep paying for the Z fold or I had to pay 50% of the total cost of the phone first. I would then have to pay full cost for the iPhone. I was outraged. After more than 13 years with T-Mobile, you would think I could expect better treatment than this. I feel it is totally unfair to punish me for a problem I didn't create. I plan on writing the BBB.

20

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

20

I WISH I COULD GIVE NEGATIVE STARS! T-mobile has constantly lied and screwed my bf and I over! This last time we upgrade our phones and they had a buy one get one free deal which we decided to do. Ever since then we have had nothing but problems. Where they ended up charging us more and the person working didn't put it under by one get one free so are Bill was outrageously high! After constantly calling the help desk. TMOBILE store & the 4th time of going to the store in person. They finally resolved that. I decided to get a smart watch. We were told it would only add 10$ a month and it would have it's own phone number line. I was told I wouldn't have to pay anything up front which was a lie I had to pay like 60$ and each month an additional 30$ is added to our bill. Our bill was 200 dollars a month for the last couple months! This month it is saying our bill is 262.00 $$ they went ahead and added magenta first responder plan with out our permission. We are not even first responders. My bf goes in there and speaks to Michael and explains and he said we would get a credit well we still haven't received a credit and they took the 262 out of my bf account yesterday may 25th which made my bf bank account in the negative. He goes back to T-mobile and talks to Michael and micheal is not listening to what my bf is telling him. All he says is a credit is pending which is b/s because he went in there over a week ago. When I log in to our account online it also doesn't show a credit pending! We have been with T-mobile for a few years and have had problems constantly! We will be switching services his next pay check!!! PLEASE DO NOT USE TMOBILE! THEY ARE LIARS AND TERRIBLE CUSTOMER SERVICE!! I took a screen shot of the current bill we just paid and what the bill was the last couple months.

20

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

20

I hope this letter finds you well. I have been a loyal customer of T-Mobile for nearly three years and have been disappointed with the recent experience I've had with your customer service. As someone who has entrusted my business to T-Mobile and pays close to $400 a month for five lines, I expected a higher level of service.

One of the key factors that influenced my decision to choose T-Mobile was the promise of the Jump program, which was meant to simplify the process of upgrading my device. However, attempting to utilize this program has been a frustrating endeavor. The countless restless hours spent on hold and the conflicting information I received have left me feeling undervalued as a customer.

Communication has been a significant issue throughout this process. I've encountered instances where your representatives promised one thing, only for it to be contradicted by subsequent interactions. Moreover, I find it disheartening that despite raising my concerns, no one from your management team has reached out to address the situation or offer a resolution.

Another challenge I've faced is the difficulty in effectively communicating my needs. As an American customer, it can be frustrating to consistently speak with representatives who do not possess a strong grasp of the English language or proper grammar. This language barrier has added unnecessary complexity to an already arduous process.

I am left with no choice but to consider alternative service providers who may better understand the value of their customers. Both Verizon and AT&T have expressed a level of care and concern that I have yet to experience with T-Mobile. It is disappointing that after three years of loyalty, I am contemplating such a move due to the lack of attention and assistance I have received.

I write this letter not only to express my frustrations but also to bring attention to the issues I have faced as a valued customer. I genuinely hope that T-Mobile's executive team will take notice and reach out to rectify the situation. A company of your stature should strive for excellence in customer service and ensure that customer satisfaction remains a top priority.

Thank you for taking the time to read this letter. I trust that you will take the necessary steps to address the concerns raised, and I hope that my next interaction with T-Mobile will be more positive.

Sincerely,

Dan Martinek

20

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

20

* I was wrongfully charged for a phone call to INDIA via WIFI (Whattsapp) . No other provider (att or Mint Mobile) charges for that. in jan, 2023.
* i was told that the call went thru regular network. But it's not my fault. i did not go thru pathway and dialed regular network phone calling way.
*my service was interrupted on feb 9,2023. and i called many times for many hours but it did not resolve this issue. so on feb9, 2023 i requested to terminate my phone service.
*Next day i was billed for month of feb-march, 2023. even though i was not provided service.
* $215 for INDIA call + taxes was ~ $279. Then now it was billed to me $339. And now its reported to agency and is $354.89
*My credit is ruined. And it's not my fault. They had done it month before. But then waived the charges.
* T-Mobile KIOSK @ COSTCO. told me that one line Magenta unlimited would cost me $30 /mo with auto pay. And thatis why i switched
from Mint Mobile to T-MOBILE. BUT MY FIRST BILL WAS $55/MO. And i was told that the agent was wrong. And now costco does not have T-MOBILE KIOSK ANY MORE.
* Only legitimate charge is one month service which is ~$49./
Please help me.
Sincerely,
Bhavna Gohel,

20

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

100

This isn’t a complaint. I wanted to let you know that Amy at store 1YSL on Benton rd and Penfield does an amazing job! She was very knowledgeable and professional. I did have to wait while she helped several customers in between helping me, but I saw that the other employee needed her to assist. I wanted to let you know that a long time customer saw how valuable she is and you’re very lucky to have her. Please recognize her accordingly. She’s definitely a valuable team member to have. Thank you.

20

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

20

They are limiting my hotspot data with false reporting. It seems the more you use it, the more you'll be penalized the next billing cycle. They should be ashamed of taking money from hard working people for plans that are unethical and fraudulent.

20

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

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

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

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

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

20

I open an account in January of 2023. For the promotional deal 4 lines for $100 for the life of the contract. In addition to that, I pacifically asked the gentleman that I was speaking with how much extra would it be if I add my watch to the account. He pacifically told me it would be a $10 extra fee for the watch. And that would be for the life of the contract. my first month bill was $121. My second bill was $184. I called and disputed these charges since then my bill has been $156. These are very poor business practices to agree to a contract, and then arbitrarily charge you more than what was agreed-upon I was hoping to resolve this at the customer service level. However, this matter is still unresolved, and I hope that the adjustments will be made and I will be reimbursed the extra money that I have been charged. Thank you.

20

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

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

20

I was lied to during the entire set up process, we were told we would get 200 each for switching to your company. Now it's denied because of the company. Not once was I given a list if places I can't transfer from nor was I told no this could not happen.
2. Paramount is not free, in fact nothing is free, because you guys are charging way way over ever other company in America. So falsely you make people think that you are giving them bonus to switch. No we are paying for all this crap. Because 150 for service lines??? Give me a break. Everything you have told me has been a lie. I'm disgusted and gave not paid my bill until this is solved. You guys. Will say whatever to get people in. Then screw them.

20

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

20

My phone repeatedly shows "location" icon enacted.
The location has been specifically manually "greyed out" for about the last 6 months.
I called the T-Mobile telephone number and someone "Vin" answered.
I verified info for Vin.
After half an hour Vin tells me he's with Sprint(?) who I had understood T-Mobile had taken over Sprint many months ago, he transferred me to "Chris" with T-Mobile.
I'm not really understanding, I dialed T-Mobile (I specifically deleted Sprint customer service contacts when I added T-Mobile.
I spoke to "Chris", she verified me (guys this is not a matter of national security) she suggested a couple of things - first I hang up and dial back (REALLY??), or hang up and dial 611. In either case she said whoever answered would help me. Bull.
She didn't want to help, after objecting repeatedly she transferred me to yet another person.
She said it's probably Samsungs fault, again I had to verify myself - yet again. Different criteria, however I've now verified myself two (now 3) different ways.
Again , these are not nuclear launch codes , I just want my phone to not spy on me.
She transferred me to "Elive". AGAIN - I verified myself - using different criteria - blamed Samsung, texted me a link for a Samsung download. After 6 (count 'em - yes 6) attempts the program would not download.
Now she's telling me I need to drive over to the T-Mobile store. It took all of them over 2 hours to tell me to do this.
At this point I'm beyond highly irate.
I asked to be transferred to her customer service representative. You would think that she could accomplish that but no.
At this point it's been over two hours and ten minutes, but she transfers me to Samsung.
At this point my complaint is the fact that T-Mobile is wasting my time, trifling with me, requiring repeated verifications - like they don't know who I am already.
I get Samsung - not at all who I asked for.
I began cussing and some person on the other end tells me to stop cussing!!! Bull!!! I've been dealing with this over 2 hours, transferred, verified, re-verified, and yes re-re-verified.
I hung up on this little thin-skinned wokebut determined to just be a pain and not at all interested in resolving the issue, rather just hang up on me.
In reflection I should not have lost my composure, however after over 2 hours of blame shifting, attempting to get me to hang up, sending me links that don't work - well you see where we're going with this.
By the way, anyone who tells you money is time is a liar. You can always give back money but you can never give back time. I do not appreciate being trifled with.
I have a chronic condition, not something I lead with, but to have your incompetent people trifling with me for over 2 hours - and still no resolution for my phone issue. You people are just plain awful and evil.
By the way, I can not drive to your T-Mobile store due to some very strong medications I'm required to take.
Makes me really want to say pretty awful things about T-Mobile.

20

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

20

20+ year customer with T-mobile
I was overbilled when I decided to go with a more economical Cell Phone provider. I transferred my service with T-mobile 3/9/2023.
My billing cycle started 3/4/2023 I was billed 86.30 for a full month of service; no prorate! I mean even if I ever wanted to go back with T-mobile I wouldn't, because of how badly I was treated after my transfer.
I received a past due bill and all of this could've been avoided had the lady with T-mobile told me to pay my final bill and wait until my billing cycle ended, so that I wouldn't be billed a whole month!
T-mobile doesn't have effective communication at all.
T-mobile when you leave them, will treat you foreign and give you the worse service thereafter, because you no longer have service with them. They didn't do that the 20+ years that I paid them on-time with there high monthly charges!
I'm writing this to warn people DON'T USE SERVICE FROM T-MOBILE!
THEY ARE HIGH...CUSTOMER SERVICE ...AND JUST A TOTAL RIPOFF
HONESTLY I WISH I HADN'T INVESTED 20 + YEARS with them!

20

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

20

I was in your office at the store, 7390 Las Vegas Blvd. S., Las Vegas, NV. I had a wonderful sales rep his name was Steven Borella's. He explained everything to me perfectly. I was excited about adding six lines. I was going to be a new customer. However, when my sales rep, Steven went into the back the manager his name was Alex was talking bad about my sales rep, and several of the other employees was talking bad about him it upset me so much that I left without purchasing anything. You have a star at that store Steven Borella's he is definitely the best sales rep I have ever come in contact with. However, your manager definitely needs some customer service etiquette. He was extremely hateful extremely rude and extremely unprofessional, I would love to talk with you about this, and I definitely will be calling you tomorrow during your business hours because I was out raged at how unprofessional those people are. Yeah, probably need to make some changes in that store but I promise you this, Steven Borella he should be the manager because that Alex is doing nothing but hurting your business. .

20

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

20

I recieved a warrenty exchange from tmobile dropped the old phone in a drop box and it got lost for 3 months i fought with them till finally i said put an insuurance claim in but they said no and turned my phone off and want 1500..00 and i wont pay for something not my fault my number 8138348460 ive been customer except for 8 months total of 14 years bad buisness service to me

20

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

20

T-Mobile has failed to uphold their promise to pay the rewards incentive for switching from Verizon. Our incentives are worth approximately $3200.00 and their agreement was to pay it within 6-8 weeks. We are on week #9 and they have not processed our rewards correctly. Their website says it is denied or still processing. When we call they say everything is fine and payment was approved on 3/20 but we have still failed to receive it. The representatives are kind when we call so that has never been the issue but t-mobile as a company has failed to uphold what they advertise. Very dis appointed.

20

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

20

In September I ordered a phone it was an iPhone 12 mini however in October when I opened it up for work, I discovered that it was too small for me to use and I called T-Mobile to see what I can do. I know that all calls are recorded so please feel free to go back and look, the person that I spoke to told me that my phone was not eligible because I was outside of the two week window. It was not eligible for a return and that I could jump the phone so that’s what I did now here we are in March months later I’m discovering that I’m still paying for this phone that I have already sent back after talking to numerous people at first they tell me that the IMEI number did not match after being on hold for what seem like forever. They come back and tell me that it did match and that they would credit my account. I called back today and I spoke to two very ignorant people on the phone who told me that I should not have gotten the credit that I got in the first place for the first phone and that I am still responsible for $375 on my account , I’ve been with T-Mobile for over 10 years and I am extremely disappointing at how I was treated today. Please go back and listen to the conversations that were had with me because they were not understanding myself as a customer and they were totally being disrespectful if this is how T-Mobile wants to treat customers and I’ve been with you for 10 years then I guess I should take my business elsewhere. All I’m asking is for that $375 to be credited to my account as I am paying for a phone that I no longer even have, I traded it in for another phone , if I would’ve known that I would be responsible for the balance of that phone I would not have ever taken that deal
My phone number so that you can look at my account

20

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

20

Lack of communication, horrible customer service. Wasted about a week attempting to get service with them. Thank God I can return and might as well because while they were supposedly fixing my issue they completely disabled the phone before I could even use it! Never Again!

20

ZERO STARS!

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

20

Called Tmobile on Friday, March 17, 2023, around 6:40pm EST. Spoke first with Asia. She was rude and very unprofessional. Asked to speak to her supervisor. Connie came on the line. Her attitude was not far from Asia's. On top of that, she is incompetent. She gave me the wrong information all along. She clearly shows that she has no clue what she is doing.
Can't believe that Tmobile keeps those employees.

20

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

20

I purchased an iphone 14 pro max 256 gb in november 2022 and never received it. I called all of december 2022 and 2 weeks into january 2023 before the company decided to launch an investigation. They proceeded to order a new device and ordered a 128 gb instead of 256. They then replaced a new order for the 256 gb but did not honor the promotion I was under in my initial purchase. I do not believe that I should be forced to use a promotion and not be honored for the previous promotion that I purchased under. There has been no communication and I am being bounced around and misinformed. This needs to be addressed asap.

20

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

20

On Feb 01,2023 I went to Tomball, TX, Tmobile off 2920 Tomball Parkway, to obtain internet service. I was told it would cost $150.00 a month and I would be placed onto a waiting list to get my service lowered to $50.00. After two days of the internet not working I contacted customer service and spent over an hour on the phone. It was determined by Technical Support the tower I brought home was bad. I went the Cypress, TX store location and was told I did not need to pay $150.00 and the store manager would add a code so I would be billed $50.00. I still could not get internet service and often had to use my hotspot on my phone. After two weeks I obtained internet service with another provider. I went back to the store and returned the equipment a few days later. I was told I need to call to cancel the line and made the call to cancel the line. Toward the end of the month I received a debit in the amount of $150.00 from Tmoblie, I called customer services and was told they would credit back the $150.00. Today, 03/08/2023 I called customer because I received a bill for a $114.00. The representative I spoke with told me they would not cancel the line and they would continue to charge me for the line every month. I need this issue resolved immediately, I am being charged for a service I am not receiving. I have attached invoice showing the trips made to the store to exchange equipment and retune equipment.

20

Respected Sir,

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

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

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

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

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

Regards,
Raman

20

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

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

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

20

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

Have feedback for T-Mobile?

Thanks for your feedback!

Sorry. Please try again later!