T-Mobile Complaints Continued... (Page 4)

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!!!

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.

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.

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

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!

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

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

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.

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

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.

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!!

I submitted a complaint to the Better Business Bureau today due to an Supervisor name Clark being uncaring to a complaint I had today because of Service Interruption due to hardships I am facing with no fault of my own as a Senior Citizen.
The BBB office will be contacting your office in a few days.
Also, I am submitting a complaint also to the Consumer Affairs Office too.
Veronica Williams

Today I was in store#2795.The manager Alexander was very very rude. He said you have to wait if can not wait go somewhere else.I asked him little bit bring the music down, it is too loud, he said no,that is how it is. I left store but did not expect from Tmobile. We are customer for 18 years and they treat us like this.

In early February 2019 I had 5 lines but 2 of these lines I had suspended and was not using anymore. I had a grandfathered data plan and I was interested in getting Unlimited Data on all my lines. I contacted customer service and spoke to Maria, an after hours representative, and she told me about an unlimited data plan of 6 lines for $200 including free Netflix. I have my girlfriend who had 3 lines at Verizon that I was thinking of having her join me. I wanted to get rid of the 2 suspended lines first but she recommended that I keep them and just have 2 of the lines ported over and just add one additional line to equal a total of 6 lines. In addition, if they owe money on their phones, TMobile would pay up to $650 per phone. I waited until March 22 to add them because they needed to be at least 90 days into their old payment contract. Unfortunately, Maria was not the person I spoke to again and had someone else. Her name was Grace or May. Over the phone, she ported the 2 lines and said to wait 24 hours. The next day I was told to go to an actual store to get sim cards. While we were there, we purchased a new phone for the additional 6th line. When all was over, the representative told us that we no longer qualified for the $650 because of the way went about it. We were told that we should have added 3 new lines in order to qualify for the rebate of $650. I explained to the customer rep that it was THEIR idea to do it this way and now we are the ones paying for it. Now, we will need to pay the $650 (x2) of the old plan because of their customer service department. I have called the customer service department several times and each time we get a different answer. The last conversation was with Amanda, who promised to call me back yesterday (March 31, 2019) but no call.

a store sales asked me to transfer all my number from a business account to personal account, after 4 months my old account is still being charge. went back to the store, they said the sales is no longer working and they are not responding for that, call the customer service , she said i have to pay because the account is still open untill i call, but the account should be closed 4 months ago, i didn't get 4 months payment back, and have to pay another 102 dollar to close the account, the representative don't even take my credit card when i just want to pay for it, she ask me have to call in again to pay for it, bad bad services

T mobile made mistake with not updating IME number in their system. Caused issue with the lost device while in California with denial of the claim on 3/10/19 , store confusing issue more by selling a new phone to us under different number on plan I think they said using Jump. Then I had to spend 4 hours on the phone 3/20/19 trying to straighten this out with the same questions being asked over and over and finally was told that T mobile had the wrong number in the system and it takes a while to update, which is a horrible excuse because the device is almost one year old. Botton line is hours and hours of my time dut to T mobile mistake, charge of brand new phone added to my bill, plus deposit out of pocket, charge of deductible insurance claim, charge of still paying on the lost device installments, waste of hours of my time, and new phone was added on as a different line so I am assuming I have a new line to pay for as well when the new bill finally arrives. Out of pocket already this has cost me $500 dollars and then add on the installment charges etc. Please do not respond telling me how I can correct this and what I need to do. I pay a large amount of money monthly for this business account. This is all on T mobile and I request you compensate me for the money this has cost and frustration and time loss. If you are not willing to provide that I will take my business elsewhere.

We have been with T-Mobile 15 years . I have 2 lines- 2246590259 and 8479620553.
My son, whose phone is 2249620553 often travels to Canada. Within the last two years that he had traveled, he was in Canada for at least 60 days, internet on the phone never worked.
He reported the problem from Canada. The answer was: " We do not guarantee internet". You do no guarantee, but we keep paying. Some days internet was not working even in Kent Washington. All this time we've been calling T - Mobile, but nobody could fix the problem. Finally, two weeks ago my son got to the right person who connected him with the technician, and the problem was fixed in 5 minutes.
My question to T -Mobile is: whether your representatives lazy or not experience?.
I think T- Mobile should issue a refund for all inconvenience.
In August of 2018 I had problem with international text. It was blocked and I was not able to receive text messages, but your representatives kept saying that everything is fine, when representatives in Europe were saying it blocked. Finaly I've got to the right person and it was fixed.

Have you ever had terrible customer service? DO NOT LET THIS HAPPEN TO YOU!! I have had the ABSOLUTE WORST CUSTOMER SERVICE EXPERIENCE CARE OF TMOBILE!! Check this out. My family switched to T-Mobile 18 months. We were tired of the ATT increasing fees, and being treated like we were another number. Ronnie and I switched the WHOLE FAMILY OVER TO TMOBILE. Dropped our bill about 100.00 per month. Got everyone on Samsung phones, that for the most part have worked flawlessly. Well, Maddie stayed with Iphone...the first year had been like the first year of marriage, a few bumps along the way, but for the most part... it appeared to be a great switch. The staff were great and very friendly. Over the first year we lost one phone to a lake, another to a cement shop floor and a third to... well, I can’t remember. We have protection plans, and Tmobile was great at quickly replacing them. 18 months later, it is my turn to switch. Mid-February I went in to a TMobile store to upgrade my phone. Wahoo, right?! II wasn't switching to the newest latest greatest model, I was humbly switching to the Samsung Galaxy S9 Note. The note feature would be a great bonus for work meetings and such. Anyway, after standing in the store for about 5 minutes, waiting patiently so the 3 staff members could finish their conversation about what phone they were going to get, we were attended to. Mind you... WE WERE THE ONLY CLIENTS IN THE STORE! (THIS IS WHERE IT ALL STARTS). May I help you?
3/1/19 I went into the TMobile store to upgrade to a Galaxy Note 9 – “Sorry, ma’am but we are out of most of the Samsung phones due to the release of the GS 10 series. TMobile decided not to purchase any further “OLDER” models until mid-March because they didn’t want to over purchase the newly outdated phones…based on the premis that the GS10’s would sell like hotcakes. “Ma’am, you will need to go on your app/online and perform your upgrade there. So, I came back to the store at their recommendation, only to now be sent away, because TMobile didn’t want to waste money, and decided not to stock a product that they have advertised. Hmmmm.. Not good business practices to me.
3/3/19(Sunday) I call using my TMobile app to call the customer service line. It is in the evening, so I get the 24 hours service tech, Jenel. After being on the phone for over 45 minutes, I was quoted a cost of 259.79 as the down payment/shipment and connection fee. Mind you, on 3 different occasions I was quoted completely different costs, all of which include shipping costs. This is my first contention point. As a loyal and previously satisfied customer, why was I having to pay shipping fees just because TMobile decided not to provide the product in the store. During the conversation with Jenel, I was told that I should expect to have the phone on my door step by the end of the day on 3/6/19. She said the phone would be shipped essentially in 3 days. I was satisfied with this. She told me to watch my email, and to please complete the eSign within 48 hours, or the order would be null/void. I received the Email on 3/4/19. I completed the task as required. I also received a text message thanking me for my call. My down payment and agreement were for the Samsung Galaxy S9Note.
3/4/19 Being a conscientious patron, I went on Amazon and purchased a screen protector and 2 phone cases for the S9Note. I wanted to ensure that the phone was protected from the moment I got it. The shipment was due in on 3/12/19. On 3/4/19. I also received a YOUR ORDER HAS SHIPPED MESSAGE: ORDER# S061383615/ORDER DATE OF 3/3/19. This message was sent to my email account. My TMobile APP also reflected the same information.
3/6/19 I received a message that my phone was due to arrive by 8 or 9 pm that day. UPS also said the same thing, But nothing arrived. The TMobile APP said the package was out for delivery.
3/7/19 I called the TMobile customer service line. I spoke with Rich. After struggling just to get Rich to access my information, he finally accessed my information. I explained my concern because I was worried the phone had been stolen or lost. My experience with previous TMobile shipments is that they arrive as expected. Now a day’s people are stealing things from porches and mail boxes, so I actually called to alert TMobile that something was wrong, and that they needed to check on their item. I had also noticed that the status of the phone on my TMobile APP had changed from “to be delivered by 8pm, to now reflecting N/A. I asked him to see what that meant. Rich didn’t know what the N/A stood for, and Rich then told me that my phone wasn’t due to arrive until 3/12/19. Jenel, the previous service representative said nothing about the phone arriving on the 12th. She assured me it would be sent 2nd day air, and arrive on the 6th. I explained to Rich, that I knew nothing about the 12 as a shipment date, and suggested he check the phone records because I know that TMobile records phone calls. After prompting by someone talking in the back ground, Rich offered to contact UPS to check on the phone, I requested he check. After being on hold for a handful of minutes, he came back to tell me that the phone was due to deliver by the end of the day that we are talking, after feeling somewhat satisfied, we end out call. I alert my kids to watch for the phone. I go straight home, and continue to wait…. NO PHONE IS DELIVERED.
3/8/19 I GO THROUGH THE SAME SCENARIO AS RICH’S EXCEPT THIS TIME IT IS WITH Jermaine. Same identical situation. I am told that the phone is set to deliver on the 12th. I explain to Jermaine, that I was told by Rich the day before, that it was supposed to deliver by the end of the day on 3/7/19… per Rich. I ask Jermaine to check on the phone with UPS. After remaining on hold, for another handful of minutes, Jermaine returns to tell me that per UPS, the phone was slated to arrive that same day, by the end of the day. Jermaine, goes one step further and tells me that he is going to follow up with me the very next day, Saturday 3/9/19, to see if the phone arrived. If it didn’t, he would put in a request for an investigation. NO PHONE IS DELIVERED!
3/9/10 Jermaine called me to check and see if I had received my phone. I informed him that I had not. He said I would have to go to UPS and request an investigation. Mind you the whole time, the UPS site and TMobile App said the phone was at the Oklahoma City Main Depot. Tired of waiting and wanting to speak to someone face to face, my husband and I went to the UPS Depot. We spoke with a clerk there. The clerk then notified me that UPS couldn’t find the phone. She said it was LOST. She nicely printed out a tracking sheet for my use, detailing the movement of the phone. The phones movement hadn’t changed since 3/6/19. I explained I wanted to generated an investigation on the phone’s whereabouts. The UPS clerk told me that I couldn’t request it, TMobile had to… since technically TMobile is the UPS customer.
I then called TMobile and talked to Paige, at approximately noon. I had to explain the situation AGAIN. She looked into things, found the notes, and said that she would start the investigation. She told me she would call me back to let me know what her follow up was. I asked to speak to a Supervisor to explain my dissatisfaction with the run around that I was receiving. I explained that I felt I had been lied to, and that I didn’t appreciate it. Chris apologized and took my information. He said that he would fix the situation. I explained that Paige was going to call me back with more information, so we decided I would wait for Paige’s call.
Later that day, Paige called back. She apologized, and told met of her plan. She said the phone would be next day air shipped. But wouldn’t go out until Monday, 3/10… but would arrive on 3/11. She said that I would be credited back the down payment for the original lost phone. She said I would have to pay a down payment for the 2nd phone, but that the charge would not be required up front. She said she had received permission to charge it to my account/bill and that I would have to pay the down payment on April’s bill. I said that would be fine. She said this way, I wouldn’t be out of pocket 2 DOWN PAYMENTS. Everything sounded like it was finally fixed.
Later that afternoon I noticed that shipment notification had been added to my TMobile APP home page stating that A DELIVERY ATTEMPT OF THE LOST PHONE HAD BEEN MADE, BUT NO ONE WAS THERE TO ACCEPT THE ITEM. This was unusual because, all along even UPS said that they don’t know where the phone was, and the UPS app said the item was still in transit. I believe this is a false message, and never occurred.
3/12/19 NO PHONE ARRIVED, I had not received any shipment details, or shipment notification regarding this shipment. My TMobile APP has never reflected anything regarding the 2nd phone to be sent. I never received an eSign email request for the 2nd phone. I called and spent another 45 or more minutes on the TMobile Customer service line. Jared answered the call, I immediately asked for a Supervisor. Amber was put on the line. With all due respect, I was very angry at this time. I spoke to Supervisor Amber (40689). Amber went through THE SAME PROCESS AS ALL OF THE OTHERS, WE HAD THE SAME CONVERSATION, I RECOUNTED THE SAME STORY… FOR THE NOW 5TH TIME. Amber said the same things Paige said, and again… no one could figure out why the previous situation wasn’t completed. Long story short, Amber told me the same thing as Paige except that this time, she quoted me a down payment of approximately 250.00. She assured me that I wouldn’t have to pay for shipping, and that she was putting the phone in for NEXT DAY AIR. She said that the request wouldn’t go in until the next business day, but the phone should arrive on 3/14/19!!!!!!!!!! She told me to call her if there are any further problems. She sent me a text with her number attached.
3/13/19 I receive a text stating: “Thank you for being a valued T-Mobile c.ustomer! Your order ID# ia S061808025. I also receive a text reminding me to remember to go to my email and sign the eSign electronic signature. I never receive the email. Amber confirmed my email address during our phone call.
3/14/19 AGAIN, NO PHONE ARRIVES. 8PM I CALL TMOBILE. This time I speak with Rachel, I immediately ask for Amber. I am told by Rachel, that Amber is gone for the day. She said, she can leave a message for her, and that Amber has up until 24 hours to respond. I decline the offer and ask for a manager. I am told that there isn’t a manager available, only another Supervisor. She forwards me to Carlos. I RECITE THE SCENARIO YET AGAIN. AND ASK WHY THIS CONTINUES TO HAPPEN. Carlos repeats the same rhetoric as Amber, and Chris and Paige… they don’t know what has happened, they can see that I have called, they see that requests for shipment have been placed… but no phone has ever been shipped except the initial LOST PHONE. I explain this is now going on 2 weeks, and that this is deplorable customer service. I request that my order for the Samsung Galaxy Note 9 be cancelled. I then explain my disgust with this service. I work in the healthcare field, for a Major medical facility. I am in charge of many people and one of the most important things preach and teach my staff is customer service. I explain that we can be as nice as pie, but if there is no follow through our effort is worthless. If my employer worked with the same level of Customer Service as TMobile has provide me, I don’t think our level 1 Trauma center would be saving lives, and open. Although my experience with TMobile was great up until this situation, my intent is to pay off my phone, and move to another carrier as soon as possible. My family will be moving as soon as their phone contracts are up, which should be next fall. With good faith, I cannot recommend T-Mobile to family, friends, or coworkers. I may be just one small person in the TMobile scheme, but if this is the way customers are handled, I don’t expect TMobile to continue to compete with ATT, Verison and alike.

I have never been so frustrated with someone, something to this degree. Shame on you. As valuable as phone service has become to the consumer, and integrated in family interworkings… this is absolutely unacceptable.

Regards,
Kari Croco-Combs

I would choose a -10 rating if I could. I purchased a Samsung S9 in October of 2018 at the T-Mobile Store at 200 E Montauk Hwy, Ste F, Lindenhurst. When I went in I asked to see a phone that was "waterproof" and the salesman showed me the S9, I liked it but noticed the price was a lot more (about 900) than I'm used to paying but he said its worth it so I said ok I'll take it. I purchased the phone that day with insurance and left happy. A few days later I returned because the phone did fall and There's a few scratches on the phone, but it was NOT because of the fall that the phone broke, and upon bringing in the phone to the store and him looking up my information, and him seeing I do have insurance and saw that the phone itself was damaged NOT due to the phone falling, but the actual phone itself was not working properly and he said that its o,k and that it was within the time allowed for me to return the phone ( I believe 2 week is allowed to make returns) and was "no problem" to get a replacement phone since I did have insurance. At that point I asked for a replacement and he said that he was "sold out" of the S9 and at that point I said "Ok do you have any phone similar to the S9?" He said yes the Galaxy J7 so he then informed me that the main difference is that the s9 was "water resistant" not "waterproof" like he originally said so I said what's the difference and that's when he proceeded to tell me that the "water resistant" S9 is only good for a few feet of water not totally "water proof". So I then said ok well why would I pay for the S9 when I'm paying to have it waterproof but your telling me it's not, so he agreed and said to get the J7. I purchased the J7 and asked can you take this s9 right now and take the return and he said "no you will be sent a box to your home address to put the phone in the box and follow instructions to send back to right place" since I purchased insurance and it is an outside company or something that deals with returns. I said no problem so I purchased the s7 now and still have the s9 waiting for the box to be sent to me house to return it properly like the man at T-Mobile said. I go home and wait and wait, no box shows up, I call and ask and no one is helpful and the people at the T-Mobile store at 200 E Montauk Hwy, Ste F, Lindenhurst, NY 11757, were so beyond rude to my wife and I they laughed in her face and made her cry they were so mean to her so now it has been months and this issue is STILL not resolved. We have made numerous attempts to get this resolved and no one even after calling many time for MONTHS and them saying they will "credit our account" for a month because they left me with no phone and service for days when I explained to them I NEED a phone for work since I work in the medical field and am "on call" most nights, but of course they never credited the account and there's no documentation anywhere. We are so dissatisfied with the T-Mobile store we purchased it at we called and complained to t mobile and refuse to go back there or to talk to them after they treated my wife and I the way they did. I have ALWAYS paid my bill on time and always a loyal customer who has been with t mobile for years. I have made every right move to try and resolve this issue which is ridiculous to begin with. We have the phone still and have attached it with this and the phone is just sitting here and we are waiting STILL to return it! We have tried and tried and we can get NOWHERE. My wife and I even called yesterday TWICE and spoke with a T-Mobile rep for about a half hour and they said they would call back in a half hour that they were putting this in as a "top priority" and even gave them 2 additional phone numbers to reach in case they couldn't get in touch with me right away and STILL no one ever returned our call to resolve this issue and we are literally lost as to where we should try now since every single time nothing ever gets fixed and is absolutely insane!This is by far THE WORST customer service experience I or my wife have ever had in our entire lives! Bottom line is I have an s9 that is basically brand new that I am not making any more payments on because I am literally getting robbed and is affecting my credit score significantly so am looking for anywhere for help to resolve this ridiculous circumstance that T Mobile has put myself and my family in. Please help!

my card was charged for $50, using autopay, even then my account got suspended. its been a week and i still have no mobile data.. the t-mobile representatives have no clue as to what is going on and all they are do is file multiple job tickets. so i paid the $50 and still got my account suspended.

My daughter upgraded her phone, the sales person gave her a tablet saying it was free, but didn't mention it comes with a monthly charge. So since she doesn't use the tablet, I wanted to cancel the service, then I was told I had to pay for the tablet. So how is that free!

BEWARE THIS COMPANY! They WILL CHEAT you! I am a Member of the U.S. Military, I had a Wireless Hot spot from T mobile. I have had this for several years. Leaving the Military I contacted T-Mobile to END MY SERVICE. Since June of 2018, they have continued to charge me, repeatedly telling me "oh you only SUSPENDED the service" Repeated calls to their "team of experts" results in them asking me what my Phone number is (I don't know I have not had the device for 6 months and it is a HOT SPOT not a PHONE) I have given them all my information, and the ACCOUNT number Only to be told "well sorry we have no way to help you (but they can find me when they send me a BILL!) These rotten thieves continue to try and charge me, I have contacted the FCC and the State Attorney General's office! Beware this fly by night mismanaged company!

I have spent over 8 hours and talked to countless people to get something as simple as a new phone line added. Bring up my account, listen to the calls, and make this right IMMEDIATELY.
To now receive an email that you haven't received the phone I sent in for trade in (where this never should have been a problem) is absolutely unacceptable.

I need the CEO or supervisor of tmobile to contact me I had a lady name marissa tell me if i paid 30 dollars when my bill was 70 she cpulf switch to pre paid an in two days i cpuld re upgrade back to either 70 dollar plan or 40 so that way i could fet my data back an now im being told there nothing i can do about it i have to go to the end of the billing cycle i need my dara for my job or I will get fired she shoyld havent had lied to me if that isnt what i could have done im very very hot about this an need this fixed in next 2 hrs tops I have no internet

I want to give zero stars, My plan was changed without my knowledge from $55 to $310 it's only me, I didn't understand the large bill and made arrangements, then 2/2/19 I call asked my bill they said $458 + $310, I lost it, they found out a rep changed it in error, been talking to your experts for 11 days with no resolution, yes your crediting my account but when I asked for a Note 9 in purple they said it would cost me today $600 but you just took me through hell charging me over $800 with tax but you want me to remain a customer? lol and pay $600 with 24 mo installment of $9. Here is my sorry team of experts- Adel S 74313, John F 72649, Jullian P 291605, Roby B 71798 . Oh yeah than set an follow up call for the 16th for what? How is this loyalty? If shoes was reversed, how would you feel? $600 upfront and $299 later, but you charged me in error $800 and want to say $165 is what I deserve? Review my account 678.814.6060 pin code 137313 Brenda Shipman. Call me when you are shipping my phone if not leaving your company, No customer should have to go through this at all!!!!!!!!

To Whom It May Concern

I am writing about an issue that I have been having with Tmobile for about a yeat now. I have been with Tmobile for over 8 years. I lastly had the Tmobile to go plan due to issues with my account but I wanted to contine my services with Tmobile. I had the Tmobile to go plan for over a year and I was fine with it.
My problem started when I wanted to add my son to the acct and was told that I would need to have a regular account and my number would have to change to have the benefits of that plan. I was then told that my son would also needt o change his number ( he's had the same number for 7 years). I thought that was the only way to do it, so we did it.
We were then told that it would be better due to lower rates since I was adding a line to the account. I was told that we could pick a phone for his line for free and that I would be responsible for the taxes only and would have to pay that upfront. We were told that he could pick 3 accessories from the shelf for free. He then told the cashier how to ring the items up and she looked confused. I should have known something then but there was no additional fee until I received my bill.
I questioned him on how this would work with the warrenty that I have on my phone due to having a different number and totally new account and he stated that it would be the same. I left the store thinking everything would be ok. I warrenty that I mentioned was going to cost me 150/250 to have my phone replaced so I was waiting until I had the extra money. Once I was able to process the warernty claim I was told that the warrenty was no longer valid due to the change. I told them what happened and a case was opened but it would take awhile and I was without a phone. I went to the retail store and told the mgr (same guy) what happened and he said that he would be ableto help. He adv of the phones that I could get and they were not what I wanted but I was without a phone so I went with the REVVL. I had issues with it and returned it within 2 weeks time. I went back to him and he told me that I had to call Customer Service and that if I have any issues to come back and see him " the mgr Victor". I was back at the store a few days later because I didnt want the time to die for the return. I was then told he was out due to his baby's bith. I called the call center again and at that point I was very upset. I then went to the President of the company and I talked to Abigail and was told that she was the Presidents assistant. She gave me her number and extention and said she would take care of everything. It seemed like everything was fine, she replaced the phone and had it mailed to me and I was able to mail in the other phone that I received from the store.
The next month I received my bill and the phone and accessories were on their for both phones. I called and was told it would be taken care of. That really meant that the charges were broken down and I was not supposed to notice. I called the next time and was told that the accessories were not free and are not charged upfront and billed over instalments. I advised her that that was not what we were told. We were told that they were free with the purchase of the phone. I also told her that I remember vividly because I told him that we didnt need it and I can ofer phone cases online for aound 10-15 dollars. HE then respnded that these items were free and guided my sone to the shelf and told what rows he could chosse from. I was told that it would still be on my bill but would be credited to my account.
The next month I received a letter from the collections agency. At this point Im super upset because I was told not worry about the old account so I didnt . I called the call center again and told basically by a mgr that they cant do anything. I then verified that there was no final bill sent to me and since I had no access to that account I would not know. I was then told that I would receive a 100.00 credit to my account for the misunderstanding. There was no misunderstanding but a mess up. I then returned to the store and I was told that he no longer worked there!
I try to reach Abigail at the number given( 877-290-6323 ext 3418068) and leave voice mailS... no call back. I never heard back from her or anyone else. Im not stuck with a collections notice for a bill that I didnt know existed on an account that I was told not to worry about due to the new account.
I continue to pay the bill so nothing else happens but I call to see what can be done. O speak to several mgrs and told that nothing can be done. I also find out that there changes made to my account that I didnt make. I was also told that I had to pay a hign deposit on a new phone due to the amount of installments on the accessories that I was told were free in the first place! Im so aggrevated at this point and dont know what to do!
Someone has to be held accountable. The manager has to have some accountability also. I have been working on my credit and now this happens and it was unneccessary. Im ready to end my business with Tmobile. I know we are only a couple verses the many but I honestly feel that someone has to make this right.

Kanyanette Jones

I am writing to dispute the recent charges to my business account MSEA, LLC 964398211. My bank account was drafted a $511.50 payment that I am disputing and now I am unable to get my medicine nor food for the month of February. I am at a disadvantage in negotiating reimbursement as a vulnerable adult as I tried to speak with the customer care person. Help, the authorization was for the active account that had be closed prior to January 30, 2019

I am trying to switch to Verizon Wireless to get as far away from T-Mobile as possible. However, when Verizon went to activate my phone with their SIM card, my phone locked and now T-Mobile is saying they cannot unlock it until the final bill is paid. Well, the final bill isn't even generated and won't be for another 3 weeks! Absolutely unacceptable. I paid both my iphone 8's off over 4 months ago, which means T-Mobile does not own them, which in turn means they should not be locked. I find it reprehensible that they continued to lock my phone after I had paid off the phones and I seriously think this should or may be illegal.

I find it unacceptable that there is no faster to solution to unlocking the phone than the 24 hour request period. Every time the request is sent, I wait another 24 hours just to be told that my phones cannot be unlocked. There should be a direct number to the unlocking department (whoever they are) for emergency unlocking situations. This is a business phone and this whole situation should never have happened.

T-Mobile is by far the worst cell phone provider in this country and should be ashamed for the way they treat customers.

I am very unhappy. I have been dealing with this issue for over a year. I have called and spent countless hours on the phone and have gotten no results after countless times of being told I would.
I purchased a Galaxy Note 8 with the buy one get one free promotion and they did not have the second one in the store so they told me it would be mailed out to me.
I never received it so about 6-7 months later I began calling and trying to get this resolved.After specking with 10-15 different supervisors and being told that this would be shipped out on more then one occasion this has turned into a nightmare. Now I am being told that I am not eligible for the promised phone. I am paying about 450 a month and been with T mobile for about 8 years.on phone services and am to the point where I am thinking of leaving T-Mobile to go with Verizon.
This has been the worst I have dealt with.
I need this taken care of asap.

T-Mobile is stated to the best cellular service; however, my financial experiences have been the worst. First of all, when I switched from Sprint to T-Mobile, T-Mobile never paid my final bill. The final bill of $1693.00 is now on my credit report. I have gone to the store at Northgate Mall located in Durham, North Carolina and inquired about this. They have instructed to submit my final bill, which was done more than twice. I currently still have that line with T-Mobile, and just overall am so done with the customer service of T-Mobile.

Second complaint is, I had ordered another line and cell phone with T-Mobile. That cell phone was returned within the time frame, and the line was ever used. However, T-Mobile was drafting my account each month for the monthly payment. I had gone into a store, which called in to close the account and started the process of a refund. I was told on December 1, 2018 that I would receive a refund of $210.00. As of today, that refund has not been received. I called back in January 19, 2019, the operator processed another request for refund. On today, I am told that the refund has been denied. Please tell me why. I received confirmation that the cellphone was returned. There was absolutely no usage on the cell phone line.

T-Mobile has become a thorn and have very poor customer service satisfaction. Every time, I have a problem with T- Mobile y problems are never solved. T-Mobile has caused a problem on personal credit report as well as over the past few months of overcharging me.
Upon switching cellular services, T-Mobile was supposed to mail me a credit card to pay Sprint. That card was never received. I was told by a phone operator, that the card would be send electronically, and it was never received.

T-Mobile customer service continues to lie and break promises. I no longer go to the store at Northgate Mall in Durham, NC. They have clearly allowed my credit report to be ruined after promising better rates than Sprint. However, if I'd known my credit would become screwed up, I would have stayed with Sprint.

Then I come to T-Mobile, and discover that you are will taking money from me. I am so regretful for coming to T-Mobile. However, I have gotten better and pleasant service from the T-Mobile store on Glenn School Road in Durham, NC, I am just unhappy with the poor customer service satisfaction I have been receiving towards my problems.

Brought 2 phones in October of 2018 from 218 commerce circle in Bristol pa with a free tablet I was asked did I want to insure phones and I said yes but didn't want to insure tablet. I was having issues with phone so I took it back to the store on 1/26/2019 that I brought it from 218 commerce circle in Bristol pa and I was treated in a unprofessional manner, I was told that I didn't have insurance and I told them that was in correct. Store manager Alexis put me thru to customer service and they in turn sent me back to Alexis who refuse to give me any other options or help me. Words were exchanged and Alexis walked off and told me to fuck off. I am furious because I spent over 1000 dollars in phones and the employee did not put insurance on my phones. I would like to be compensated in some way and an apology for the way I was treated. I work for Fedex express and I would fire any of my employees if they treated a customer the way I was treated. I will not stop until I am heard and something is done about that store. I just wanted my phone fix not trying to be fraudulent in anyway because of his mistake I am now without a phone and 800 dollars very angry customer....

we been having this ongoing problem with us paying and the money has not been applied to the right account, the problem has been going on since 2015, its been 5 years and still we back to the same place, always the same exact problem we pay and the money doesn't get applied to the account, the check has our account # written on it .

I want to first apologize, for having such bad payments. But on 12/27/18 I called and spoke to a representative name Crystal in Oklahoma and I do believe call was recorded. Well that time the services were suspended, what told to me was that 478.55 needed to be paid and I think I was connected to Kelly at the Financial Dept. don't remember if it was crystal or Kelly but I was told I had 3 months which would be March 10 to pay this amount and the rest of balance would be connected to be payed with restored services and that nothing more would be added to balance because phones were not working. I called on 1/16/19 to make a payment and was told that 571.76 needed to be paid for restored services. I called again and spoke to Priscilla on 1/20 and was told the same thing, I asked for a email and she said that only had a mailing address. I am very disappointed with the way I have been treated. All I ask is for someone to investigate this matter and let me know. Thank You.

I have been a customer for a long time. I bought the cheapest phone you had. the man who took care of me said I'm going to give you a case and shield protector. I said thank you I have my receipt. on that day I paid off 2 phones I was paying on. I have that receipt. there were no charges for the case and shield and chip. then when I get my bill they are on there. I called at least 20 times I went to the store the manager said she would take care of it. I called and they said my bill would be 83. 87 a month that the charges were taken. off did not happen. now I get a call the store will credit me 30 and team mobile 50. but my bill will stay the same. no I have been paying for items I did not ask for. I want them removed and I want my bill back to 83.00 dollars or I will present everything to my attorney and sue you for all the calls aggravation and making my blood pressure go up. Some one needs to take this seriously and go threw all the notes if your representatives do their job right I will not pay the bill till it is correct or I will let it go to collections and sue you.

I signed up on October 20, 2018 in Suitland, MD. Then rec'd. a bill for $123 due on 11/13/2018. That's when I discovered that an I Phone that I had not purchased had been added to the account. The I Phone was purchased in Atlantic City, NJ 30 mins before the T-Mobile employee put my Motorola in my hand! T-Mobile adjusted my bill and (claimed) the matter had been referred to its fraud unit. The bill due in Dec. 2018 also was incorrect and still had the I Phone in the bill. They once again adjusted my bill and assured me the matter would be addressed. Then my bill due 1/3/2019 still charged me for an I Phone that I didn't and couldn't have purchased. This time they didn't adjust my bill. They made me pay for something I didn't and couldn't have purchased. This company is the WORST. There's a crook in their employ and they seem apathetic or impotent about doing something about it.

I went into the TMobile store located in Broomall PA on 12/26/18, to complete a buyers remorse. The phone was shopped to the store so it was never in my possession. After repeating myself to the associate she finally got the phone out of the back, I handed her my return label issued by tmobile she didn't know what to do with it. I explained repeatedly and she took the label and placed losely on the box and placed it under the counter. I did not feel good about this so I went outside and called 611. I explained the situation and was advised that they send back products daily if not every other. The phone rep reassured me that she documented my account and to call back in about a week. I called today 1/7/19 because I still never received confirmation about the phone or my refund. The rep today tracked and found that it wasn't sent out until 1/2/19. That is a week after I returned it and completely unacceptable as it will be another week before I am refunded my money. This is extremely poor customer service, your own employees do not follow your protocol and as a result the customer has to suffer.

The reno store in midwest city OK.The poorly dressed and dirty looking White girl that works there was rude to me because i didn't understand a problem with my phone.
She embarrassed me in front everybody in the store.All the other workers are very nice.I was the only White man there while five black workers and four cust- were staring at me.She doesn't know anything of how a phone works ( there's to much wi-fi in the air) This is not the first time she has been rude to me..I have been a loyal paying cust- for yrs.This is unaceptable!! Please do something.I have told everybody I meet that T-moble is the best! Thank You.Tom Thomas (405) 361-1491

My Phone was Stolen, trying to block phone but it seems hard for the agents from the Philippens to tell me the Status of the phone, also quality of their knowledge about purchasing a new phone was difficult to understand I have been a LOYAL customer for several years and getting very little help when I need support with a Stolen phone issue and trying to replace my phone, I miss your LOYALTY dept. if I can contact some one to help that would be great as I have no number for some one to contact me. Sincerely frustrated Peter Angles my SUSpender number is 818 636 5798

I went to a store in laurel,Md to get my phone upgraded to the new iphone and the lady who attended to me was very rude to me. she really spoit my day that made me not to buy the phone and i been with tmobile for 5yrs now. i really feeled disrespected and insulted.

To Whom it may concern:

I’m writing the email in great disappointment with the lack of respect, and level of in-experience, and competency of the T-Mobile Staff. Today typifies; to the extreme, Poor Customer Service at a level that in 48 years i have never experienced. About two weeks ago i called customer service on the phone to complain that my service was extremely low and that my phone stayed at one bar, this is never happened before but it has something to do with the new location i am usually at, the Customer Service Rep (CSR), advised that a signal booster would probably fix the problem, and so he mailed me one. When it arrived it did not work, after a 35 Minute phone call with Technical Support, it was decided, he would send me another one , because this one was clearly defected. the second one , same issue , the Third unit sent to me , same issue. so i gave up. i asked what so i do with the three sets of units i have at my home. I was told to simply take them to my nearest T-Mobile store and turn them in. so i did exactly that,.When i arrived the store was PACKED with customers and only one young man working the counter (poor kid) and he was sick coughing, hacking and sneezing all over the place, He clearly should not have called in sick. I waited 45 minutes to speak with him, only to find out he did not know how to do the return process, however he contacted someone on the phone and he was able to accept one of the units and print me out a receipt, we are now at 1 hour and 20 Minutes in the store, He Gave up because by this time people were ALL were complaining about the wait time and most of them walked out, He advised that this store was not a corporate store it was only a franchise store, and that i needed to go 3 Miles for a different store where they could help, Just so happens this store is inside one of the most popular malls in Los Angeles. I get to the mall and have to drive around the PACKED parking lot for 30 Minutes to get a parking spot. i get one and head inside cut my way through the crowds with two heavy boxes, I get to the store and the line is OUT THE DOOR, but i wait because i want to get rid of these things and i certainly DO NOT WANT TO BE CHARGED for them. I wait it out and NO one in the store know what to do, it was a cluster *****.
so I called 611 and two of the young ladies working the desk called on their phones for help all three of us on the phone with T-Mobile trying to figure out how to get these units back to where them once came. after another 45 minutes they gave up , and basically told me to take the units, with me and try to ship them. The 611 person i called refused to let me speak to a manager , put me on hold for a long time came back to the call and asked me if the problem was fixed. Bottom line i still have these darn things i am Disabled and cannot get around as freely as others. I asked the CSR about compensating me for my time and level of stress and anxiety this has caused me, she said have a good day sir. Aweful Aweful Aweful day..

Very Respectfully
Aaron G. Duplessis
323 508-6929

Switched from Verizon to t mobile was promised better service after we got home the first night and could not make a phone call from our home in a very populated area. we were lead to believe that (TOWERS) were being installed at the end of 2018 and our reception would improve dramatically. sadly thats not the case. As more and more people signed on it got worse and worse till our service was so bad we had to use a verizon phone to contact t mobile customer service. what we wanted was to take back the phone we had to purchase because mine was to old for their system. they said it was an iPhone 6. I am extremely upset with t mobile. Clearly I was a victim of false promises. I will be talking with Management about this

I am unable to access my online account.
This situation has existed for over a month.
I have talked to 16 T-Mobile customer phone support personnel in the last month, visited T- Mobile stores in Seattle WA and Monterey, CA., all with no success.
I have had 4 different customer phone personnel commit to phoning me back within 48 hours, and never had one return call.
November 13th I was given ticket # 21552375.
I have occasions to add time to my phone outside the U.S. and online is the most convenient.
Ritchie Aird

IT IS 8:00 pm AND AFTER SPENDING 1:00 - 2:30 with MY LOCAL T-MOBIL LOCATION TO UPGRADE -----
MY PHONE IS NOT FUNCTIONING!!!!!! I am 82 and tried to call my son and it did not go through and contacted you and was told to go to my T-Mobile shop. I ONLY HOPE I DO NOT HAVE AN EMERGENCY.!!!!!!!!!!!!!!!

Tried to send text but couldn't because I have had NO SERVICE since early afternoon. Tried to find way to email for help via desk top computer-tmobile wants to have me update my password, tired to by pass that as I like my password and DO NOT WANT TO BE CHANGING IT EVERY TIME TMOBILE BURPS!!!! After trying 3 times to bypass this step, tmobile locked me out. So now, I have no cell service and no way to contact tmobile. RIDICULOUS. tmobile should do their job and protect our personal information so customers don't have to constantly be changing passwords. I pay for service-I have NO service- I want credit for service i have already paid for and do not have. All cell companies should be required to have chat and email service available during "no service" outages so customers can get assistance and at the very least some sort of info on when service will be restored. Thank goodness for my computer because my cell phone service is junk!!!!!

I had to close out my account due to poor connectivity in my area. I called and cancelled and paid for everything on the 12th of August 2018. I had a credit on my account from a BOGO error and was told I could not use that to pay off my phones when I cancelled but would receive a prepaid card back after the last bill posted. I called back on the 28th of August and was told that my Apple Watch account was not cancelled and I requested again at that time for it to be cancelled. I was told that I had to wait until after the final bill was posted on the 4th of September that I would get my prepaid card within 30 days from that....so I waited. I called to inquire where my card was on the 7th of November and was informed that Akeem did not cancel my account but rather just suspended my account???? So apparently on the 9th of November my account was cancelled (Not the 7th when I called). I was told again that I would have to wait the 30 days and after many, many phone calls later and waiting until the 9th of December, I still have no tracking number for my prepaid card. I find it hard to understand why I have to wait the time, when it was a T-Mobile Employee error. In calling today (10 December 2018), I am now being told that I have to wait 45 days before anything can be done, if I have not received the card by then. Why is it so difficult for T-Mobile to pay me what is owed to me, I paid all of my bills on-time and paid off everything that I was supposed to have paid. I made no error...a T-Mobile employee did. I would love it if someone with some type of authority could help!

I have 2 Samsung T-Mobile cellphones. 1 week ago, one of my Samsung phones could no longer charge - I was told the pins inside we phone dislodged. So I tried to switch to my T-Mobile Samsung Grand Prime phone I needed to have unlocked. After 2 weeks of paying off an old account so I could have the phone unlocked to use....after 6 visits to the T-Mobile store and online chats, I was told that the unlocked phone could still not work on T-Mobile's network.... So I am out of $300+ spent to clear up my account and two T-Mobile phones that I can no longer use. I do not have the money to spend on another phone. And to add insult to injury, after being told that the phone could not work on T-Mobile's network....I commented to her "I feel like a bag lady walking around with 3 phones" - since I carried all of my T-Mobile phones to the store to see if anyone of them could be used....I hear the reply from the black man who works at T-Mobile tell the othr man standing next to him "That's what we want, for her to be a bag lady". When did being homeless and having nothing become a joke and something wished upon another person? I am very offended by his comment! The amount of money that I have spent at T-Mobile to spend hours of my time on the phone with customer support on the phone, to track back and forth to the store on Eastern Parkway & Nostrand....to not have the problem resolved after spending so much money on a T-Mobile's service and products...to then be joked about people wanting me to be a bag lady! That is VERY POOR service and shows a lack of empathy & consideration for people who struggle to survive!

I have been a customer with T-Mobile for over 5 years, and I am so disappointed in the non flexibility with my current situation. I have been speaking with representatives over 2 weeks now, I have a user on my plan that wants to be removed from my plan and I also want her to be separate from me. Unfortunately I had a payment arrangement and an extended payment in place. I was advised I would have to be current to be able to have her moved ( by the way I am not even sure if she would be able to open her own account ) so I made all efforts to switch things around so I could pay the outstanding balance (payment arrangement) so I called so I could make the last extended payment and then I was advised I have to pay current bill ( December) because that's where the extended payment is. I couldn't believe this I got this far the representative was so helpful ( I don't recall name) I was transferred to a supervisor who explained the same thing the representative did and would speak at the same time as I. She said if I could wait till she speaks to her manager on Tuesday 2 days more, because the current manger is un flexible. I find the process and policies with T-Mobile unfair to loyal customers I have explained my situation over and over and I'm still in the same place. I being the main account holder am not leaving I just want an individual from my account to be transferred to her own account. No work around has left me so dissatisfied with T-Mobile I am considering in transferring my to another carrier.

Totally discussed with T-Mobile.

I am very upset by the way my account has been handled. I need assistance and what ever was promised I need that done. T-Mobile rep messed up my account and due to that major error I have a bill over three thousand dollars and no action from T-Mobile. I need some one from higher resolution to contact me to take care of this matter before my account is canceled. 818-334-9229. There is a lot to write about but I can not explain all now , when you call me I will go into details

When changing accounts and having a remaining balance on the old account, T-Mobile in all their infinite wisdom needs someone to remember their password for the old account. if they do not have that password they can not access it. So after trying to pay on the phone and being told we could not, we were told to send it by snail mail. So Within a few days we got a letter from a collection agency (please keep in mine we have NEVER been late and always had our bills deducted from auto pay). So after multiple phone calls with people who are not fluent in English, the advice was to go to the local T-Mobile store and pay in person. Mind you, we have been told before on several occasions to go to the local store and when we get there we are told that that particular service or action can be done on phone or online. The complaint is that it is absolutely absurd that someone needs to remember a closed out account's password and if this was going to be such an issue then we should have been told to remember it when we closed out the account. Few things are more fun that having to repeatedly call a company and explain to people who are not fluent in, English (Yes, I know the Philippines teaches English at all grade levels and is considered one of the country's official languages along with, Tagalog but that doesn't mean they are fluent) repeatedly...and god forbid the line disconnects and you have to explain the situation again to a different person. Seriously....T-Mobile can not access an old account without a password? My bank has never had an issue. My mutual funds have never had an issue. My cable company has never had an issue, my internet provider has never had an issue....so why is it so damned hard with T-Mobile? So after over 11 years of ALWAYS paying on time, as a thank you, we get a letter from a collection agency because the company can not perform one simple process and throws it back on the customer.