T-Mobile Complaints Continued... (Page 6)

I had issues with my iPhone, so I stopped by the t-mobile store on South Main Street in Portchester, NY. I don’t think it’s appropriate for the employees and also the management in the store to tell the customers not to stand and the rug by the door in the store, either you get off the rug or you go outside the store, remind you I have four lines with your company. I asked the manager for the information to file a complaint he refused to provide the information, and dealt with me very disrespectful, it almost got physical, this manager professionalism is the worst, i do hope for continuing business relationships this matter is look into.

I am not happy with the service I received, I brought and Iphone 6e and a Galaxy J7. Now both of these phones are locked on Tmobile and can not be used. I called September 15 about this and was advised that the Iphone would be unlocked with 24-72 hours. After waiting 5 days I called back again. This time I spoke with 3 different representatives and was advised I still owed a balance on the phone. I am not sure why I am showing that balance as to the down payment I initially put down as well as my monthly payments for a bill that should have been 200 dollars and it was almost 400 dollars a month. So how is a phone not paid off that Cost 399.00. Still can not use my phone. I have a child and I work and need a phone all I would like is for this Iphone to be unlocked. The representatives were rude and not very helpful or compassionate at all.

Last November 2016 black Friday, T-Mobile had the promotion, buy an IPhone 7 or 7plus with a trade-in eligible iPhone (iPhone 5 thru 6) and get $300 credit and the remainder balance is billed credited, meaning they bill you monthly, but it gets credited back to you.

IPhone 7 plus----- $869.99 + Tax
Down Payment--$149.99
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Remain Balance ---$ 720.00
Trade-In Credit---- $300 (IPhone 5s Trade in)

Last November 2016 black Friday, my daughter and I went to the T-Mobile store in Savage, MN. I asked the sale’s rep to verify if my current plan (Simple Family plan with no unlimited internet service) would be qualified for the IPhone 7 or 7plus with a trade-in eligible iPhone promotion. He confirmed with another sales rep and informed me that my current plan would be qualified. So, we bought the IPhone 7 plus in rose gold but was not able to trade in my daughter’s IPhone 5s 16g as they had no rose gold IPhone 7 plus in stock. We were told to come back to the store to do the trade in when the IPhone 7 plus arrived . A week or so later, the IPhone 7plus arrived at our home instead of sending it to the store. We brought in the IPhone 5s to the store, but we were told that since they made the mistake of shipping to our home we need to mail in the trade-in. So, I got it packaged and wrote all the reference number and mailed it.

When the December billing came and I did NOT get the monthly billed credit. I checked my statement and it showed I was enrolled into the promotion, but a week later it showed I was removed from the promotion. I contacted Customer Service and explained the situation. It turns out that I must have an unlimited internet plan to qualify for the promotion. The Customer Rep whom I spoke to went to check with a manager and the manager agreed that because the store sales staff had informed me that I qualify before making the purchase they will give me the credit instead, but I must contact the store to give me the credit since it I made the purchase there. I asked that the Customer Rep put on the case notes what the manager had said.
I contacted John R, the Manager at the T-Mobile store in Savage, MN and explained the whole situation. He said the amount $720 to be credited is too large so it must be done by a higher up Manager (Ruben). John contacted Ruben with the situation and assured me that the $720 credit will be applied the following billing cycle.
January billing came and still no credit. I contacted John again and he contacted Ruben. Again, I was informed it will be applied next billing. The following months nothing ever came through. When I contacted John, he asked that I contact Ruben directly. I called Ruben’s Cell and actually got hold of him. I explained the whole situation again and Ruben attempted to give me the credit while in his car, but Ruben said he has bad connection so he will complete the transaction once he is inside and will call me back. He lied. He never call me back. I made several calls and left multiple messages for Ruben but still no return calls.
Finally, I contacted the store manager (John) and told him what had happened. I told John, if they are not going to credit me I am willing to accept another IPhone 7Plus in exchange. But he refused. He contacted Ruben again and promise the credit will be applied next month. Next month’s bill came and still no credit. John finally suggest that I contact Customer Service again to see if they can do something now that I have done all that I could and still can’t get this situation resolved. We are now in October 2017 already.

I called and spoke to a female customer service rep and explained the entire situation to her. She was very apologetic and can’t believe it has been going on for almost ONE YEAR. She needed to do some research and maybe call the store manager and then call me back within 2-3 hours. A week went by and still no call from her. VERY DISPPOINTING!!!
I decided to call customer service back to follow up. I spoke to a young man, he understood my situation and wanted to help me. He put me on hold and contacted the T-Mobile Customer Solution to see what my options are. He then transferred me to a young lady with a heavy accent, it was hard to understand her. She gave me a long explanation and finally said she can give me the credit for $633.99. I told her it should be $720, not $633.99. She went back to explaining but I could not understand her. So I just said, go ahead and apply the $633.99 credit. So $720 - $633.99 = $86.81 that T-Mobile still owes to me.

Throughout this whole process, I have been very professional and very patient. I have 7 lines on my T-Mobile account and have been a long time customer for at least 10 years.
To compensate for this bad experience and for what I went through I request that T-Mobile send me a new IPhone 8 Plus.

Inquired about 55+ with 2 lines plan at the Menlo Park Mall, Edison, NJ retail store and was told I had to call customer service. Called customer service and was told any retail shop can take care of the change. Went to another retail store (Woodbridge Mall, Woodbridge, NJ) and was told they don't do the change and had to call Customer service.. Called customer service again and was told any retail store location can do change because photo id needed. Went to a retail store (299 U.S. 1, Edison, NJ) and was told I needed to go to a corporate retail store. Went to a corporate retail store (32 Parsonage Road, Edison, NJ) and was told they don't do it and had to call customer service. This time, I called customer care while still at this location and told them of my misery, aggravation, frustration, anger, for being bounced back and forth. The rep finally agreed to do it and was passed on to an activation line where they took my wife's information so she can open up her own account under the 55+ plan.

What a nightmare! What kind of customer service is this? If not for my daughter, I would switch in an instant to Verizon or AT&T. After being a customer for more than 2 years, this is what I get.

I just started service with tmobile two days ago , the first issue I had was the store I went to convinced me to trade in my iPhone 6plus for a lgk20 telling me it was a better phone because it had newer technology ((LIES)) the phone was horrible it was cheap and nothing close to my iPhone , I was also told that they would hold my phone until the next day because I was really on the fence with buying this phone , I went back to the store yesterday (9/26/2017)) to return the CHEAP phone that was upsold to me for my iPhone ,and tthey told me they already sent my phone in forcing me to keep the CHEAP k20 , so I called the district manager and his solution was to sell me an iPhone 6s .... this phone is wayyyy to small I cant see anything (which is why I had the plus to begin with) I am not an unreasonable person , but I feel an unjustice was done , I am a brand new customer and I am VERY UNHAPPY . If I could get out of this contract I would .

I was admitted to the hospital on Sept. 10 and was not discharged until 8 pm on 09/20/17. Before I left the hospital I talked with John and Guido as well as someone in tech support regarding my phone. My phone (229.296.9699) is completely inoperable and I wanted to know if I could get it repaired. I was informed that it would have to be mailed off and probably take 3-5 days, which I didn't have to wait. On Sept. 21, 2017 I went to the T-Mobile store in Albany and talked with Sales Associates Heather who talked with someone at T-Mobile for several minutes along with the store manager Kimberly. The outcome was that an EC? show that I was eligible for an upgrade but I would have to pay $228 and some change before I could upgrade to a new phone. After this discussion, I left the store to go get some additional funds to be able to take care of this matter. When I got back to the Albany store Kimberly assisted me with the transaction whereby I paid $125.00 in cash and the balance on my VISA debit card. The payment went thru on the store end but T-Mobile is still telling the manager and myself that I still owe the balance which has already been paid and shows up in their system as being processed. However, I was not able to get a phone nor was Kimberly able to get the issue resolved.
Before leaving the T-Mobile store I called and asked to speak with a manager but I was given over to a supervisor who told me that there was nothing that they could do. I in an anger and unprofessional manner told customer service and the supervisor that I couldn't give a damn about what they were saying. I informed them that I had just got out of the hospital and as I live along I need to be able to call 911 or EMS if I have a relapsed of my condition. They didn't give a damn at that point I informed them that if I go home and have a relapsed of my condition this evening, tonight or tomorrow and unable to contact anyone for help I was going to sue T-Mobile. The supervisor or manager was nonchalant about the situation and kept telling me that if would take 24 hours or a day before the issue could be resolved.
The reason I am so upset and extremely pissed off is because I have been a customer with T-Mobile for over 11 years and could not be given any better service even though they had talked with the manager at the Albany Store and she verified the payment. My medical issue is coughing up blood and if I started back I was to call 911 and come back to the hospital. Hopefully for T-Mobile sake and with the God's grace and mercy I will not have an issue where I will have to go back to the hospital.
This makes me really consider whether or not I want to continue to be a T-Mobile customer. Hopefully someone will take the time to read this message and contact me via the email above because I have no phone.

I was advised that I would receive an corporate discount from my job just to be given the run around for almost 2 months. I have been a T-Mobile customer since it was under Suncom. I had a conversation with 2 employees on 9/8 regarding my discount which I was advised (if you would pull the calls) that once I receive my discounts that T-Mobile would retroactive the months that I never received and was advised today 9/20 that I was given the incorrect information from Paula (supervisor) located in Idaho that the information that was provided to me was incorrect. This has been the worst experience that I received from T-Mobile. I will be searching for another provider, clearly your employees were not trained properly to be providing inaccurate information.

This complain is regarding the tmobile store at king of prussia. I went and purchased an Iphone 7 plus for which I paid $817 ,cash. I asked and was told by a sales.person named allysia that the phone is unlocked and I can use it the next day if I want in europe. When I asked her to please be sure before I pay for it because I am travelimg in few days and needed.to have a phone with me, her exact words were " no worries, from the 6s the Iphone makes its phones unlocked. I paid cash and left only to return after 4 days and ask for a refund . I was told they dont have the money and I should go and look at other tmobile stores hoping one of them had $817 cash to give me, because they had not made enough sales that day but even if I would come on a saturday they could not guarantee me I would be able to get my money, so I should go looking in other tmobile stores if any of them around the city had enough money or I could get a corporate check .This was unacceptable because when I paid I was not told that if I were to return it I only will get my money if the store has made enough sales that day. After they made some phone calls to other stores and 2 hrs of waiting ,there were no money found so I decided to get a corporate check and wait 14-21 days without phone to get my money back. Then while waiting for the check and after after 2 hrs and 15.min, they searched in the store and in all the registers and found some money and told.me they have to keep $50 restocking fee? For their mistake which the employee admitted in front of everyone? If you could check the cameras you will see what happened on Thursday, sept 14 2017 , 6-8:15. This was the worst service I have seen, the worst way I was treated from a store and its managers. And in the end they robbed $50 from me. I have been a tmobile customer for more than 15 years and this is not a way you should treat your customers. One of the managers that dropped by suddenly told me : " we dont have any money to give you , those are the only 2 options you have so either take it or leave it" unbelievable. I am requesting that the $50 they kept as "restocking fee" to be returned to me because it was their

This is an example of how NOT to handle a identity theft issue!!!

I have file a police report as my account information and personal identification information was stolen/utilized by employee (sales agents) at the Bartlett TN location. Back in June 30th someone purchased an iPhone 7 and accessories on my account. Once I noted the issue, I have made over 10 phone calls to the customer service line with request for follow up. To date, I have received little to "no" follow up or feedback. At this point, I feel victimized twice ... Once by the sales associate and second by the lack of ownership by someone to ensure complete resolution. I hope this compliant will result in an outreach from T-Mobile's escalation team ... I'm considering cancelling my services and going to another provider.

I was offered a plan of $130 for 4 phones unlimited with $10 off with auto pay, total of $120 after rebate. Ever since taking the offer I been in constant dispute with T-Mobile. At first, they said I had a different plan then after several disputes they would find the plan the offered me, then followed by a assurance that it would not happen again, but it kept on happening after each bill. The last dispute they claimed that don't have any such plain and that I was mislead. they offered a $200 rebate for my problem which I refuse. I would like for T-Mobile to honor what they promise

I need to make a complaint regarding the bill we have been receiving. I do not owe T-Mobile any amount since the last payment was made for $114.81 on 5/5/17, which was for the service period of 5/15/17 – 6/15/17. On 6/10/17 I called T-Mobile notifying that we were cancelling the service effective 6/10/17. I switched the service to MetroPCS on the same day, 6/10/17. I actually called T-Mobile from the MetroPCS store.
On 8/3/17 I received the bill for $509.79. When I spoke to Cheyenne (her Rep. ID 40517), a T-Mobile representative, I was told that it was for 1) Device we had from T-Mobile not returned 2) One line (my daughter, Nadia’s line), and 3) Service charge from 6/15/17. Cheyenne acknowledged that 1) I would return the device (I sent it back to T-Mobile by UPS next day.); 2) Service for Nadia’s line had been separated from mine; and 3) I cancelled the service with T-Mobile effective 6/10/17. She promised to clear this charge and make our balance 0.
On 9/1/17 I received the bill for $142.08. According to Belle (rep ID 280989), our balance shows 0, and she would text me the confirmation. She also suggested me to go to a local T-Mobile store. I never received text from her. When I went to the T-Mobile store close to my house this morning, I was told that I owe $142.08.
As I mentioned above, my last payment was made for 5/15/17 – 6/15/17, and I cancelled the service on 6/10/17. Therefore, I owe T-Mobile absolutely nothing!
I am a long time customer of T-Mobile who never failed the payment on time. I don’t understand why I have been treated like this. I switched to MetroPCS, which is your own affiliated company!
I am looking forward to receiving the statement showing 0 balances.

Last week, my sons phone just stopped connecting to the Tmobile network. I called Tech support to troubleshoot it, they recommended going into a store to see if the SIM card was bad.

I visited a store located on Roosevelt Blvd in Jax, Fl. The employee there told me the device was the problem, not the SIM card. The device still worked fine, it just couldn't connect to internet/ calling network. This employee initially told me he could switch out this phone for a new one with no changes in my monthly payments or overall costs, since this device wasn't that old. I agreed.. And then he tried to have me pay 76.00 for various fees.
I had him stop, put my current device back together and declined. It is not my fault this device just suddenly and inexplicably won't connect to the network.

I then called customer service. I spoke with Jeffrey in IT who again tried to troubleshoot the device unsuccessfully. He apologized, realized the device was NOT old enough to be having this problem and offered to set something up internally. He arranged a replacement phone, free of charge, to be shipped to another local store in Jax, Fl on 103rd St. I explained to him that my current device did have a screen crack and had for some time. He said this was not an issue.

When I went in today to finally get this new phone, the rep at the 103 St location,( Asst Manager, Romnick), REFUSED to give me the phone they received because my current phone screen had a crack. I attempted repeatedly to explain the process of what happened to him. He refused me when I asked to speak to a manager. He refused to provide me any contact information for anyone in Managements. When I pressed him, he gave me the WRONG e-mail address for the General Manager. He didn't apologize or even care to listen to any words that left my mouth.

I called Customer Service from the store and spoke with Drew in Boise, Idaho. He apologized and stated he would ship a different replacement phone to my home, overnight, free of charge. I'm expecting it tomorrow.

This employee at the 103rd location needs to be FIRED. I want correct contact information for management at this location.

I've been a customer for over 10 years and NEVER should have been treated this way. Ill keep reaching out to every senior level associate in this company if necessary. This person was HORRIBLE and this experience us ridiculous.

I talked to t mobile representative about my issue but they are not trying to solve my problem and ask me for wait 24 hrs then 3 hrs and then again and again...
FInally they disconnected my phone without give me any answer, and i have every proof about it including communication on call and message that how rudely behave your representative to me.
I tried to solve my problem by messaging and by calling but on call they didn't give me any information and every time told me that your name is not on account so i can not help you but indeed my name is definitely on account.
So i'm very very disappointed for customer service.
I hope you will try to solve my problem and give me response as soon as possible.
My T mobile Number is +1 727-276-6519.

Thank you,

Zeel Vachhani

My phone was cut off on September the 22 and was off the whole month of October until the 28 and T-Mobile is trying to charge my for that month by saying that they did not charge me but there was no credit on my bill for that month at all and it is not fair that I was charge. I argue with that customer representative that was not listening to what I was saying she had me to hold on for a manager which never came to the phone to talk to me.

I own a business with a 715-463 exchange (our # 715-463-3663) and since May of 2016 customers who have T-mobile as their carrier 715-222 are not able to connect to my pizza business because the calls are dropped, routed to another phone number, or just never connect. I have been told that the calls go out fine to the switch (a long distance carrier), but not sent through to the local phone company (Grantsburg Telecom).

Our business depends on calls from cell phones and the T-mobile customers can't get through. There has been at least five trouble tickets issued with no solution to the problem or explanation of what is going on. Total and complete incompetence! I am currently soliciting information from every customer (offering a coupon) who uses T-mobile; asking them to write down how many times they have tried to order in the past five months and what they usually order.

This information will be placed on an invoice and submitted to a lawyer for processing. latest ticket numbers: 14135418, 14149006. My business records of sales comparisons from the past five years indicate that we have lost a considerable amount of business since May 2016 due to this problem.

Have a LG G4 handset that recently died. Told handset was on back order and possibly could take 2 weeks to receive device. I understand that it is not the carriers fault for the handset to quit working. I do, however, hold the carrier responsible for taking 2 weeks to get the replacement. We pay insurance so that any problems happen with handsets can be rectified quickly. We have been with T Mobile for 15 years, maybe it is time to shop elsewhere.

I am a T-Mobile customer for more than a decade. My L-G4 phone, which is less than one year old, stopped working, so I took it to the local T-Mobile store to process a replacement per terms of the insurance policy sold to me by T-Mobile. The store tech determined that I had not damaged the phone and am eligible for a replacement ---in 29 days! Because it is back-ordered at the factory.

A replacement that takes 29 days is not in compliance with the policy terms I was promised when purchasing this phone and policy. I am told my option is to "jump" to another phone, the nearest similar model is priced at $499 --before taxes, with my "credit" of the balance still owed on the LG4, this would represent an additional $320. Why should I pay $320 when they owe me a fully functioning LG4, which they are pricing at $344.99 in their store? And they have these in the store.

I called the T-Mobile customer service line and was told it was not their problem because the manufacturer is back-ordered. But I did not buy this from the manufacturer, T-Mobile sold me, billed me, and collected from me, payments for the phone and the insurance.

I was mortified when I lost all my contacts due to lack of care or training. The sales person was apologetic for his mistake but that does niot help. I Grace been with you 12 years and this is my first complain I regret even getting a new phone. This person took upon himself to shred my sims card and also the chip that contained my fathers pictures I ask heart broken those were the last pictures I hear of him. Why are they not trained on this.

Back in July I signed up for a plan with T-mobile. We were told that if we bought 4 Samsung J7 phones and upgraded to the 10G of data that the 40.00 for the plan and the 10.00 a month for the phones would be credited to my account every month. Well every month since then I have had to call customer service or go down to my local T-mobile store and fight for at least 1/2 hour or more to get my bill adjusted being told that it would not happen the next month.

I have gotten text messages over the last three months telling me that I was dropped from the plan and then re-enrolled in the plan. Every month I am told there will no longer be a problem. Finally this month I had had enough of the problem. I got ahold of customer service once again and was told that my complaints were not on record and that as of the 20th of this month it was finally added to my account to have the problem fixed.

I went to my local store and (they are awesome, by the way) they called and got the problem fixed once again and asked if there was some sort of compensation for my problems over the last three months and he was told there was nothing they could do to help me due to the fact that it was not their problem but that it was my local stores problem. It has nothing to do with my local store, all they did was sign my up.

They do not drop me out of the promotion or re enroll me in the promotion. That has to come from somewhere else. My rep told the customer service lady on the phone that he did not feel he should be responsible for compensating me on my bill, due to the fact that it was not his fault. The lady on the phone said there was nothing she could do. I am not happy with customer service. I have been a loyal t-mobile customer for two years now and I have paid my bill on time every month.

Fighting for a plan was not in the cards for me and i was not aware that I would have to fight every month for this upgrade. I am expecting some form of compensation on my account for the problems that I have encountered and all of the rude customer service people I have come across over the last few months. I will take this problem higher if something is not done to make me a happy customer.

Horrible experience with T-mobile. been a loyal customer for almost 2 years now, but extremely disappointed with my latest experience. I don't have a phone right now because they were not able to solve my problem. I use my phone for business, so basically I can't do my job right now. Extremely frustrated. They can't solve the issue and they don't have a loaner program while they are working on the issue.

T-Mobile, has being pushing me around since September to replace my phone Samsung Note 7 for the New iPhone 7 plus 256. They had take three orders and none of them has gone thru. Their customer service is not qualify to work with the system. Las order I place was in store, tired to deal with the phone person and while speaking to them about my order, they cancelled my order without my authorization and put me and the end of the line again pushing my shipping date from 10/18 thru 12/12. Very shady and unreliable company. I switch from AT&T after 8 years and I strongly regret it.

Cool pad battery overheated customer service sent whole phone back for replacement. When replacement phone arrived it was only the phone no battery or back cover. I have spent over 10 hours trying to resolve this issue. The phone was purchased at a T mobile store.The customer service has been awful. Today I have spoken with 7 people and been transferred 5 times. I have been trying to resolve this matter for almost 2 months. I had to purchase another phone.

An employee at a T-Mobile branch in Tampa was in charge of merging two accounts. My husband and I wanted to be together in a family plan so we asked her to merge us into one account. She made my husband the account holder and supposedly canceled my old account. She forgot to tell me that I needed to pay for my phone in full that day before transferring to my husbands account because the jump service I was using couldn't be transferred. Today I got charged $404 without notice all because she forgot to tell me that I needed to pay that off.

She then lied and said both my husband and I would be making installment payments on his new account and today I found out it was all A lie. My account was overdrawn and now I have to deal with the fact that I not only have no money left in my account but also owe money to the bank. I want this issues addressed and acknowledged. I hope to hear back from corporate about this terrible experience.

I have been a customer with Tmobile over 14 years. Today I walked in the store I've always gone to for questions, purchases or to make payments. They signed me in, a couple of customers walked in after I did. The employees helped them before me. I checked the sign in sheet and I was next, according to the sign in list. I confronted an employee that was helping the person who should have been helped after me. I mentioned to him that my name was next in line before the persons they were helping. He just looked at me and said "we'll get to you in a minute". I was so upset because of how he made that comment, and felt I am a paying and loyal customers also. Just want to say, the employee has attitude and picks and chooses who to serve next. Now I have to go back tomorrow and hope the don't have attitude.

Two SIM Cards Delivered - One SIM Card/Service Representatives Won't Cancel, 2nd SIM Card does not work. 1st SIM card was lied to by t-mobile customer rep and told was cancelled and follow-up again to cancel and got a bill for SIM card that doesn't work and I didn't activate but asked to cancel.

2nd SIM card I prepaid $50, my credit card was charged after I activated it but doesn't work and SIM pin code i gave to T-mobile customer rep doesn't work. My at&t account was cancelled by t-mobile when i activated the 2nd SIM card. This is my experience with T-mobile, mocked, ridiculed, dragged through the mud, stressed, taken advantage of for money and time and left with nothing - no phone. I included details in images below.

I changed my plan on Friday, September 16 to have unlimited text, talk, data and international calling. I still cannot reach my husband who is in the United Kingdom at this time. The call drops immediately and does not go thru. I have been with T-Mobile for at least 16 years now and am very disappointed in the time I have to wait for this issue to be resolved. If you cannot resolve the issue within the next 24 hours, I shall have no alternative but to go to another provider. The customer service representatives try to be most helpful and congenial but it is out of their hands to resolve the problem.

My husband went into the Local T-mobile store In Spokane Wa. He had his credit run and was approved for a account. The Sales person gave him a non credit account that charges 250.00 a month rather than 150-180 a month with credit. So we get the bill 250.00 and Alvin my husband calls to get a arrangement. He tells them the situation so they grant him 10 days to pay. I call to pay the bill. The customer assistance says. you have a zero balance. I ask are you sure? He says yes I am looking at your account right now. Your next bill is due Oct. 6th.

The next day the phones off. I call to see what happened and told the operator what happened. I asked to speak to a manager. I was given Arvin S. He was rude spoke over me and was saying you should have paid your bill. I told him I called and was told it was $0 owed. I thought perhaps the previous Supervisor put the account at zero for the tricky way we had been put in a higher payment account then we should have been. How could I pay a balance that was set to zero owing?

Horrible, horrible, horrible. I cannot begin to explain the horrendous service you can expect to receive once you walk into his place. I went into this store 3 days prior to actually buying a phone, as soon as I walked inside I had this lady follow me asking if I needed help I said no I was just looking she came up to me 2 time after asking the same question I finally asked her about the galaxy s6 edge (which was on display) if they had any other colors she responded saying yes. I came back 3 days after ready to buy the phone and a guy this time attended me I told him the phone I wanted and he said that it's on display but they no longer have it in stock I would have to purchase it online and walked away from me.

I then asked him to okay go through with the order online, a man standing next to me goes and asks what phone is he selling I tell him the galaxy s6 edge and without even thinking about it he gives me a disgusted look and says "eww" and then proceeds to tell me he is a manager at another store and that he knows about phones ( I have no clue how he became a manager with those non customer service skills). I then asked the guy selling me my phone if it was brand new and not refurbished or previously owned he clearly said "yes it's brand new" a week later and I still have not received my phone I get a call from t-mobile saying I had 48 hours from the day I ordered the phone to sign an electronic form (which I was never informed of) and thus my order was canceled.

I called t-mobile and re-ordered it which took another week and when I finally get it surprise surprise the box says pre-owned and to top it off the sim card doesn't fit. This store and t-mobile combined are just straight trash. To take your money they do with the quickness but to actually have good customer service is apparently difficult for them.

I went to visit a local T-Mobile to inquiry about portable wifi, unlimited talk and text and data, and to look at the phone and tablet selection. No one greeted me, or asked if I needed any assistance, another customer came in shortly and a representative urgently rushed to greet them and proceeded to assist them. I just left the store.

As a new 8 day customer I am totally blown away. Excellent telephone service, great customer service reps experience, but I've had nothing but issues with my iPhone 6s device itself from day 1, if you were to research the notes you would be informed of my issues. The very first day. I had 5 dropped calls, then I found out that my data wasn't provisioned correctly therefore i could not use data. I had to call three times to your tech support reps whom I would have to give excellent scores to for their hard work.

Why did I have to call because I had go reinstall apples software just to place a call and use data. Finally if I wish to upgrade my telephone to your new iPhone 7 which is a win win for both your company plus myself I am forced to pay a fee, pardon my language a (bull****) $50.00/$75.00 restocking fee. Next, I wouldn't be able to use my prepaid iPhone 6s balance of $189.99 cash which I paid towards the iPhone 6s towards for the purchase of a new iPhone 7. Therefore I plan to just return to return to the store and pay the restocking fee for the iPhone 6s and just get my cash back while using my unlocked iPhone 6 from At&t.

I've been a customer of T-Mobile for many years. I made the switch from Sprint to Suncom before it became T-Mobile because of poor customer service on Sprints part. My account is in good standing I have 4 lines. I recently moved from Asheville NC where service was so so due to the geography I would drop a call every now and then and because my house was in a cove I used my WiFi a lot but I was able to get calls or make calls when I needed. Since I moved to Elkhart IN and spend 98% of my time in Middlebury IN and the other 3% Driving I might as well not even take my phone with me because I have little to no service here. I use wifi whenever I can but I don't feel like I should have to.

At first I thought it was my phone so I took it to the T-mobile store at the University park mall in Mishawaka IN and had the Sim card replaced and checked to make sure all my settings were there for optimal service. Drove back out to Middlebury and still no service. The clerk at the store told me service is bad in that area because it's an amish community and it's just not needed out there. Well I beg to differ it's very important to have cell service no matter where you are after all it is what I pay for. I use my phone as a gps and I use Spotify for music. I am retired from law enforcement and My wife works in the medical field and has to be in contact with her office at all times so you can imagine how big of an inconvenience not having service when you need it has been.

Not to mention my son who also has a phone has no way of contacting me from school unless he uses a land line. Once again something we shouldn't have to do for the amount of money we have spent. And even then if he tries to call me I won't get the call until I can connect with wifi. And sometimes that doesn't even work. It's extremely frustrating even when we are in Elkhart if my son goes for a bike ride or if my wife goes running communication can't happen because of the lack of service.

As it stands now I don't have many other options but to find a new career or service and that sucks because up until this point my services with T-mobile was something I would brag about not just the call quality but the employees at the store in Asheville NC off Patton Ave. Who was always ready to go above and beyond. I'm really disappointed and feel really inconvenienced at this point.... but I don't have many other options. I need to be able to make calls and receive calls on the go and not tied down to the wifi at my house or the local McDonalds if that was the case I would have stayed with my home land line and never invested in my cell phones. I understand why service was spoty in the mountains of NC but the idea that it's this bad up here is just not right.

I'd love to find a way to resolve these issues not only for myself and my family but for the thousands of tourists who come to this area who run into the same problems I have... I have attached the location of several towers or at least the ones that showed up. With winter coming it's vital for my wife's safety my son's safety and even my elderly parents to be able to reach me my wife or my son.

I purchased a phone at the t-mobile store. After about two weeks I realized something was vert wrong with the phone call connection. All was well with the other apps. So after trying for a week strict to get the phone fixed, exchanged and re-evaluated, no go on the phone calls. Now because I started bringing it in 7 days after the "buyers remorse" period, the won't reimburse me, take the phone back or be credited for it on my account. How can t-mobile sell defective products and not stand by them when something goes wrong? Especially if they keep saying this is not a common problem? Also, the warranty exchange phone was so defective it would not turn on! T-mobile has been trying to sell defective phones, hoping to not have returns by having a crazy short period. Most retail stores have a 30 days return policy. Why 14 for t-mobile? Because they know they sell defective devices.

The sales person set up the rebate buy one Samsung 7 and get one free. They turned down my rebate because they said the sales person did not set it up correct. I have called several times and went in to the store. The store manager from Elk Grove said this would be cleared up and he would call me. I just received a text from T-Mobile with my bill and it still reflects the discrepancy.

The problem with this is that I did not go into the store planning on buying three phones. I went into to get a birthday present for my stepson, which who only wants an I-phone. Also, I needed to get a replacement phone for my husband because he broke his phone while we were on vacation.

I have been getting the run around from one person to the other. I am frustrated and want this taken care of. Right now I feel like walking in the store and turning all the phones in and going to Sprint.

I have been having hard time with the representative and nobody was able to solve my problem. T-mobile keep sending huge bill every money. About four month ago, T-mobile sent me a new phone which I was charged $175. Although, I have insurance on the old before it got broken but T-mobile still charge me. I agree to pay the amount which I already finished the payment. But to my own surprises, the same bill keep showing on my bill.

I'm frustrated and regret having T-mobile as my carrier. I introduced T-mobile to all my family member but they are blaming me for it. I regret why I did that, I wish I had known T-mobile is not good I wouldn't have introduce it to my family. I wish somebody could help me out because have spoke with more than 20 representative already they couldn't solve the issue. I have been paying more than I suppose to pay .

Our basic plan billing was for basic which states on the bill that we have unlimited talk ,text and high speed data. We discovered among the charges (a series of letter ad numbers) a charge for 5GB data. After an afternoon for transfers from place to place we found out that the charge was for extra 5GB and that the basic statement of unlimited data meant limited to 2GB. They ain't going to refund the 2 years they charged us and said that the wording might be changed on future billing.

I'm General Manager of a store in Houston. T-Mobile is screwing over people like me. The T-Mobile associate came to MY workplace, approached ME saying he could do me a favor. I'm assuming he's paid on commission after all this. My contract at the time (May 2016) was with Sprint. I was paying no more than $92/Mo for the service and an LG G3. The T-Mobile rep said he could match the contract price, and get me a better phone if I just paid the down payment / activation fee. I did. I paid him $100 on the spot. He informed me that I would receive a last bill from sprint, and that I should send it over with my phone to have the amount credited.

I received my last bill from Sprint around the same time as my first bill from T-Mobile. The rep assured the bill would match my Sprint bill but now I'm being charged $127 by T-Mobile for a single month's usage. I'm told that is because of "Prorated Billing", something the associate never discussed with me but now I'm told that I have to pay for an additional month. A little upset.

But now I'm being told by T-Mobile that it is "too late" for me to send them the bill or the phone.. I have a G3 in perfect shape and a phone company that's still billing me for service that I "cancelled", so the service transfer was apparently never run by Sprint. The associate told me I would NOT have to contact my old provider, and that T-Mobile would "Handle it" but in the meantime I'm still receiving bills, and T-Mobile is refusing to honor the original deal I had made, and that deal is the only reason I left my previous contract.

Now T-Mobile's "favor" is forcing me to deal with 2 phone providers billing me $150 and $170, when before the only payment I had to worry about was a one-time $92. Tell me why I switched? This is definitely something worthy of small claims court.

Had a phone that was purchased from T-Mobile May 2015. Phone was not charging. Sent phone back in January 2016 for a fix or replacement since it was still under warranty. It has been 6 months and still waiting. The information I receive tells me to keep checking every 10 days. Seriously fed up.

I signed up with T-Mobile back in February of 2016. me and my father ordered 3 phones and two tablets. however customer service did not check our address to see if we had a service which we did not. we had to wait for a cell tower to be sent by mail because none of our stores actually carried any.... which did not work. we had to then wait for another cell tower to be sent by mail ----all the while doing without phones because we absolutely had no service.

First of all they sent the wrong phone for my father I reordered another phone for him and they sent me the exact same phone that I was waiting to return to them. They did not set up my insurance as I requested my account went without insurance for 6 or 7 days until I had to call and speak with a supervisor to get it corrected because the customer service representative could not do it and would not do it. Every CSR that we spoke to there at T-Mobile was more rude and more rude with every phone call and every problem that we had!

I finally spoke with supposed manager by the name of Cody who was the most rudest person I've ever spoke to...he did not care about our issues or our problems and that made the final decision for me to cancel our service and to send back the products that we had ordered. We returned the phones and tablets within the 20-day deadline and they still billed me for a month of service and they also billed me for data charges which were not correct because we absolutely didn't even turn the phones on. I called and spoke with a supervisor named Marty or Monty on 4-27-16 and he said that he was going to take care of the bill...and that we shouldn't owe anything and that we did not use any of the devices and that they were actually still in the original boxes!

We were still billed for data charges and the phones and tablets were never taken out of the boxes. we never even called anyone we never sent one text message or anything. And now my bill has jumped from what was originally one $198.29 to $952.50 !!! miraculously they are charging me for canceling my service when everything was returned within the 20 days of us ordering the service and the cell phones and tablets.

I have tried several times just since I receive this building to contact T-Mobile and speak with a supervisor and everytime I call I have to go through a 45 minutes to 1 hour whole time just to speak with someone who can actually transfer me to a supervisor to get this account taken care of. I know that they are able to look at the account and verify that there was no data used at all either for the cell phones or for the tablets. I have been told twice that they would return my calls I have not received a phone call back I will not pay a bill that I did not incur I did not use any cell service I did not use any data I did not use the tablets or the phones and I want this bill taken and written off and I will never ever recommend T-Mobile to anyone even if they were the last cell service on the face of this Earth!!

Been with T-Mobile for 10 yrs or more. Have been using Samsung for years now. Lately I had problems with Samsung within a year or two on two phones (for me and daughter). I am new to using iPhone. I purchased two equipment on 5/9/16 at the store located in Mason Katy TX. Richard was the CSR. He was great.

The problem started next day (5/10) I could not remember a pass code to enter in and use the iPhone. Tried fixing it on our own but apparently we weren't able to complete the process. I took it back to Richard after so many calls from T-Mobile, they said they can't help us over the phone, the device is defective. 5/11 I went to the store. My frustrations is utmost due to a lot of calls I missed. Went to the store hoping it will be resolve after office hours and have not eaten anything yet. Richard went back and forth - he was nice all the time.

Then he said that he cannot fix the iPhone because it's my fault that I locked myself out and that I bring it to the Apple store. (The Apple store is 18-20 miles away.) The iPhone is under my ownership. ----- I was so furious. The lady (CSR) inside the store follow through with the same response, stern look on her face even though she said "I'm sorry". The other CSR, male, came forward to Richard, walk around and I am waiting if he is coming to rescue, but instead made a smile walk around and look what Richard was doing and went back to his area. I asked Richard if I can go to a Corporate store and he said "No" only at Apple Store.

I left the store, drove down on a rush hour time. I called 611, around 6:30 and the lady understood my concern and patched me to a iPhone expert. I believe he truly is. He recommended to go the nearest Corporate Store, which was on Fry Rd and Sams. I went over there and a young lady reset my phone.

I MOVED OVER TWO ACCOUNTS FROM VERIZION TOT-MOBILE IN SEPTEMBER WITH THE UNDERSTADNIG THAT MY TERMINATON FEE WOULD BE PAYED. THIS WAS NOT PAYED, AND I WAS FORSED TO PAY VERIZION $600 OUT OF POCKET THAT I COULD NOT AFFORD. I HAVE MADE NUMEROUS CALL TO GET REIMBURSED
BUT NO ONE SEEMS TO KNOW ANTHYING WITCH IS REALLY ANNOYING. THE PROMOTION STATED THE T-MOBILE WOULD PAY THE FEE, I HAVE SENT IN COPYS OF THE VERZION BILL SHOWING THAT I HAVE PAYED THIS. PLEASE GET BACK ME ASAP, I HAVE WAITED LONG ENOUGH.

JOANNE LYNCH
617-780-6533
GARY LYNCH
781-308-1151

After purchasing a screen protector for my new cell phone at the Massapequa mall I began to install it based on the salesman saying it was easy to do. After noticing some bubbles the salesman had stated it was self healing and would go away in a short time. I then left the kiosk only to turn back because the bubbles were bothering me. After returning back the salesman claimed he could fix it, he then took my phone and began strenuously depressing and rubbing on the screen.

This force caused numerous scuff and scratch marks on the screen protector and had done nothing to remove the bubbles in which he stated he could do. At this point I asked for a refund due to the fact that I should not have had to pay for a damaged item. The salesman refused to issue a refund stating "there is nothing I can do". I was very shocked to see the level of carelessness shown by the 2 employees. Additional information as follows: Item=. 1 SUPM46710 Samsung GS7 PG roll-on extreme impact $27.15. T-Mobile 4369, 10 Sunrise Mall STE 10, Massapequa, NY 11758.

In mid-May from last year, my fiancé and I decided to switch over from AT&T and Sprint respectively. We went to the T-Mobile store at 82 Lakeview in Clifton, NJ. The manager/team leader was a bit pushy, but the gentleman who assisted us was actually pretty nice and very mellow. We discussed the estimated monthly bill. Understandably, the 1st bill would be more expensive, but the guy said it would cost less than $150.00 per month including EVERYTHING. (Issue #1)

At that time, he gave us a credit for my HTC M8 Harmon/Kardon edition and my fiancé's iPhone 4. We were given $155.00 for the trade-in. (Issue #2: Will explain further down)

Essentially, we only wanted to get the phones, get our credits to cover the termination fees, and buy the accessories online since they are much cheaper there. The guy said we could pick a screen protector and a phone case per phone. We told him we didn't want the items since they are pricey and we were going to buy them online. He said to not worry about it since they were having a promotion and those accessories would be free. (Issue #3) We were pleased to find out such good news. So we both picked a screen protector and a phone case. After everything was totaled up and things were discounted, we paid for the down payment and left.

Issue #1: Fast forward to the 1st statement. It came out to $168.45. We didn't think much of it since the gentleman did say it would cost a little more the 1st month. Then came the 2nd and 3rd statements. All the same amount. We thought it was weird so we sat down and looked through the charges. $20 for JUMP for both phones. That was an additional cost the guy didn't mention. He specifically said EVERYTHING would cost less than $150.00 per month. Him failing to mention the extra charge is basically cheating.

Issue #2: My fiancé's termination fee was $324.90. He was given a credit of $169.9. The remaining $155.00 was never given to him. According to the T-Mobile rep I spoke to over the phone, he said this credit was given to us upon payment of the initial cost and if it wasn't, it would appear as a credit on our next bill. The $155.00 credit we were given was from the phones we traded in. So the credit they deducted from the trade-in had nothing to do with his switch over rebate. We are still waiting for $155.00.

Issue #3: During the sit down to look over the charges, we found out that T-Mobile was charging us for the "free" accessories. This is also cheating, stealing, fraud, and a lie. I wouldn't have had an issue if the gentleman who helped us was honest to begin with instead of hustling us and taking advantage.

Every time I called T-Mobile, I was transferred to another rep or another department. It's ridiculous and time consuming. I believe they do this so the consumer gets tired and eventually gives up. I haven't given up. We are owed $155.00, a reduction in the phone bill, and the cost of the accessories. Regardless of the actual total amount, this is robbery. It's nice to know T-Mobile teaches their employees to lie, cheat, and steal.

I placed an order on Jan 5th 2016 The rep told me I was getting a I6 plus w/128gb, they would pay any fees for transferring from my former carrier, I could keep my existing number, and a 2GB plan, I was rushed into a quick Esign and after printing off contract within 3 minutes.

I called T-Mobile to cancel, it said a 6gb plan and a 16gb iPhone along w/a new phone number. I was told they had to ship the phone, I returned next day and still haven't had my almost $400 returned that they took out of my account. I've called 17 times and I'm ignored at least 8x and each time I'm promised my refund, I still have not received and it's almost 4months, plus they keep sending me a monthly bill.

I have a feeling this will be ignored, but I must speak out. I bought a hot spot and refill card in September 2015. In October I used a credit card to purchase data. The following month I decided to use my debit card instead. I was told I could do that online, which I did. Then I find that the credit card and debit card were both being charged since November. I certainly never received twice the data. I spoke with billing and customer support on 3 different occasions (no one has a clue about anything by the way)they said credit card would not be charged again. Didn't happen had to put a block on credit card to stop the charges.

Now your horrible web site won't let me do anything...can't purchase data at all I have to call which takes way to long or go to the store and purchase a refill card, and then find out your refill cards don't even refill I have to purchase a new card every time! I am extremely dissatisfied with T Mobile. I was with Virgin Mobile for years and never had an issue, not one! Guess where I'm going! If I could give you minus stars I would. The worst customer service ever. It has been a nightmare trying to get my issue resolved.

I am charged for $10,000 worth of minutes use. I have been calling internationally without being alerted that I am over using international calls. I feel exploited especially when I was asked to pay this huge bill and CAN'T. When I over use my data, the company notifies me about it so why didn't they do the same with international calls?

I've been a customer with you for 3 years, and I would like you to look up my account. I have never missed a payment and I am now complaining because recently, to be specific November, 2015 I added my friend and landlord Lawrence Spearman to my line thinking that we would with combined bills (because he had a T-Mobil account also), our bills would be less.

T-mobile customer service representatives never told me that if I put him on my account that the extra equipment he was still paying for would not be able to transferred again if I want to go back to my original account. I talked to your specialist who told me that he should have paid the equipment in full before your company could switch him to my account.

I was not under the impression that Mr. Spearman had extra equipment on his account (an I-pad and key board) that would make his bill higher. So after an month of seeing how much the bill was and finding out all the extra-charges on the bill. I preferred to go back to my past service paying only $156.00 give or take more or less each month.

Which we did, he agreed also to go back to his original account and he would be responsible for paying his account. Now your customer service reps will not transfer his monthly payments for his I-Pad equipment back to his account. They never even told me they were leaving his extra bill on my account and now I am responsible for his payments because none of your employees told me your policy that they cannot transfer his equipment to his account with his phone.

My complaint is your that customer services representative should did not properly explain my responsibility to me and I am stuck with his bill after I pay for my service.

I was charged data roaming charges of $140.00 after being told I would not be charged for these upgrades by phone while on vacation. I specifically asked 3 times if there would be any charges to my account and was told because I was a long time customer of 10 years, there would be no charge. I asked if I would need to call back to cancel any type of service and was told that it would automatically drop off at the end of the month. I go to pay my bill this month and see all these additional charges.

I call customer service and the Rep tells me she can credit my account $40.00 for the inconvenience, because I did use the data even after returning home now for the last month. I have been with this company for so long, I do not regularly check my account as the amount I owe stays the same, she had the nerve to ask me, "so you are just now looking at your account to see the increase"? Why are the calls recorded for "quality service" if for training purposes you do not or as I was told, cannot go back and listen to these calls? Why are the notes on the account so vague. Of course, it did not indicate why I was calling in or that you were not charging me. Now you want me to pay an extra $200.00 in charges and stay with your company for THIS type of SERVICE? NO THANK YOU!

You have just lost a 10 year customer and I will surely pass on my disgust with your company to everyone I know!

My husband purchased a new phone for me called the Grand Prime on December 24th. This phone has been giving me problems every since I bought it. I took it back to the store and they have swapped it out two times already. On January 23 I took it back to the store again. I let them know that this phone is not working again and this time I asked them to give me a refund. They told me that they cannot give me a refund. I asked then if they can give me another phone comparable to what I have. All I want is a phone that works. The customer service guy said he would have to e mail some higher up person to get the okay. I asked how long will this take. He said she is pretty good about getting back with them rite away. I said okay. About 45 minutes goes buy and this women still has not e mailed him back. That is when the owner of the store at least that's who he said he was says to the young man, she probable will not get back with you until Monday the 24th.

I said to him, if you knew she was not going to respond until Monday why didn't you say something. That is when the customer service next to the person waiting on me started rolling his eyes and snickering like this was funny. I told him this is not funny then he said in a sarcastic voice you have a good day now. That when I got really upset and told him loudly, what he could do. Then the owner of the store told me to get out of the store. At the same time he started walking up fast behind the counter with his fist balled up like he was going to come from behind the counter to hit me. I believe he was going to call me a nigger but he stopped short of saying it. the look he gave me was a look of hatred. I told him if he puts his hands on me, there is going to be problems. Then he said I am going to call the police.

I said go ahead I am not scared of the police. I told him very loudly if you are the owner, then give me a refund or a phone comparable to the one I have. He said he couldn't. The police came and asked me what the problem was and I explained to him what had transpired in the store with these two men. They told the police that they would take care of my problem January 25th when the store opens. I called them on the 25th of January they told me in light of what happened on Saturday they refuse to help me. In summary I am a 62 year old women, I need a phone that works. I cannot afford to keep buying phones. A hundred thirty three dollars is not a lot to your company butt it is a lot to us. I need a phone that works.

I have been a customer with T-Mobile for years. The Customer Service has always been excellent and anytime I have called, the representative has been helpful and would help me with any issues I had and in way they could and would. I have called in the last 6 month to complain about my phone not working right and not one person would help me, and just call again today 1/21/2016 about the raise in Premium Handset Protection. Yes, it's only $2.00 but my Union has been on a freeze for two years now and since you can't raise the price of the phone you raise the price of the protections. But the phone in garbage. I told the rep. that I was cancelling my service. She said, ok well thank you for your time. This is the kind of Customer Service you give your people now. I'm not the only one, many of my co-workers and friends have had the same issues and have left T-Mobile, and I'm right behind them.