T-Mobile USA
Reviews and Complaints

I’ve been a loyal T-Mobile customer for over eight years. But the way I’ve been treated over the past five days has been absolutely unacceptable — not just as a customer, but as a disabled adult and father.

My son’s Samsung Galaxy S24 5G is insured through T-Mobile. I’m still paying for the phone and have paid insurance consistently. But when I tried to file a simple claim, I got five different stories from five different agents. First, they told me a claim was already in progress. Then another agent said no claim existed and had me start over. I’ve had zero resolution, been transferred endlessly, and even promised call-backs that never came.

Even worse, when I told a T-Mobile “manager” that I am a brain injury survivor with ADA protections, he said the ADA has nothing to do with it. That is not only false, it’s discriminatory. I asked for reasonable accommodations and basic respect — instead, I was dismissed.

I’ve lost sleep. I’ve lost time. I’m stressed, overwhelmed, and my whole family is affected — and this is over a product and service I pay for in full every month. T-Mobile is not just failing me. I see the same thing happening across the country. Other customers are being overcharged, ghosted, or manipulated into plan changes without consent. Even their employees are speaking out about how bad things are internally.

I have screenshots, transcripts, names of agents, and a paper trail that shows incompetence and dishonesty at every level. I’m now preparing to escalate to the FCC, FTC, and ADA oversight authorities, and I will be consulting with a consumer protection attorney.

T-Mobile: This is not how you treat loyal customers, especially not those with documented disabilities. Your actions are reckless, harmful, and possibly illegal

Had Tmobile for 2 years and service was terrible. Dropped calls constantly. After contract was up I changed services. This happened in a mid month cycle. Trying to get final bill amount and avoiding late charges I called Tmobile and requested my final bill. I was told I would have to go to local store for that info. So, I went to local store, 30 minutes from home, and was told I would have to get that info from calling Tmobile customer service. So, went home and called again and was told to wait for final bill. Was contacted via text message from 3rd party collection that I owed total full month bill plus late charges. After pleading my case they pretty much told me to f*** off. I will never do business with them again. Terrible customer service and charged me for half of month not having service with them. Very dishonest company.

I had bad customer service on chat and I let the person know. To spite me they deleted the primary number from my account. It changed to a random number without my knowledge. I didn't realize it until a couple of days later. It tooke me 7+ hours of phone calls over the course of 3 days to resolve the issue. This act of revenge by the tech worked. My family and work needed me and it caused problems in my personal life.

Tried to chat with T-Mobile about SyncUp app not working. Kept giving me error. (All items core api failing). Waited on chat for 30 minutes no response. Called customer service, it took 11 minutes for them to answer and all the lady did was transfer me to tech support. Sat on hold for 45 minutes before tech support answered. Told the lady of the error. She had me do different things and still got same error. She then tells me I need a new watch. Went to store to get new watch and Kenny was great. I didn't need a new watch it was the app. SyncUp app no loonger worked. Kenny got the NEW app T-Life. WHY DIDN'T YOUR CUSTOMER SERVICE AND TECH SUPPORT KNOW THAT THERE WAS A NEW APP FOR THE WATCH? I've been with T-Mobile for 5 years and this is the second second time customer service/ tech support couldn't do their job. T-Mobile this is your second strike. Think you should train your people better. Very disappointed in your customer service. You raise your price and your customer service still sucks. And you expect to keep customers!

on 04/26/2025 I went to The Town Bergen Center Store located @ 815 Bergen Town CTR Paramus NJ 07652 to transfer my line from AT&T And add a second line. Instead, I was giving a family plan with 3 lines which I never requested. When the sales associate started the transfer from ATT to T-Mobile he said I don't have to stay in the store, that as long as I kept my phones together the transfer would be successful. So I left the store. When it finalized the transfer, both of my lines went to SOS mode leaving me with no phone. My apple account was locked. At that point I count not go back to the store because I was no longer near the store since I don't live nearby. The next morning, I went to another Tmobile store In North Bergen, NJ. They said they count help me since they didn't understand what they had done at the Bergen Store. They recommended I should go back to the Town Center which was closed. I had no choice but to go back to AT&T and reestablish my account with them. Which I had to open another account with them. Monday 04/28/25 I went to back to Bergen town to return my equipment and close the acct. They said I had to wait for my apple account to be unblocked since that was the only way of keeping my old phone. The sales rep added my old number to my ATT phone under T-Mobile service. I waited a few days, and I couldn't get my apple account. I went to AT&T and they helped me get back my old number [protected] on 05/10/2025 I went back to Bergen town Center to return the equipment, and I wasn't giving any refund. Instead, the manager there, Dera Torres treated me as if this was all my fault, very rude and basically called me a liar. Not once did she apologize for all this inconvenience. I was charged $73.72 and $28.26, and I received a Bill from TMobile Charging me $113.75 that I'm now past due for a service I never got to use. I would like to be refunded every penny I was charged. I have invested my time, my money and my energy on this company that has no sense of customer service. I called the company to understand this last bill of $113 that I received and again they didn't help me. They are asking for a pin number that I never created. At this point I think that the store created a pin for me on my account. They are asking for a pin number that I never created. At this point I think that the store created a pin for me on my account. The account number listed on the bill received is [protected] My name is Jenny Javier I was giving a phone number [protected] when the sales rep created the T-Mobile acct. My Phone number is [protected].

T-Mobile had an offer that they would give you up to 500.00 rebate on a Trade In for I-Phone 12. I sent the phone without damage. They said they received the phone with damage. I contacted T-Mobile and after multiple conversations I was told I would receive the full credit of 500.00 for my phone. After the deadline to request my phone back the credit I was promised was taken from me and I ended up getting 40.00 for my phone. I have screenshots of the conversations providing being told I was getting the full credit. I contacted T-Mobile after the credit was taken from me and I was told there is nothing they can do unless I could send them a picture of the phone I sent them with no damage. In other words don’t trust T-Mobile. I was really screwed by T-Mobile. Pretty much stole my phone for 40.00 dollars. I even sent the screenshots I had to show them what I was told and they wouldn’t budge. T-Mobile is not recommended.

I decided to move my phone to another carrier. Unfortunately, the other carrier ported my number before my phone was unlocked. I didn't realize I had a balance, so once I knew that, I sent the balance. TMobile customer service can see my payment, but they credit the balance or unlock the phone until a particular date (closing date). So my phone is being held hostage. As am I. TMobile was eager to get my money but not eager to unlock my phone. Very unacceptable. There is no reason I can see that my payment couldn't be immediately credited so My phone could be unlocked. Of course, I will never do business with TMobile again if this is how you treat your customers.

Dear T-Mobile Customer Support,

I am writing to express my extreme disappointment with the level of customer service I received today, particularly from your call center located in the Philippines.

After being transferred multiple times without any resolution, I spoke with a supervisor named Jules, who was not only impatient but also seemed visibly frustrated with having to handle my concerns. As a loyal customer who has been with Sprint and now T-Mobile for years, this experience was both upsetting and unacceptable.

All I needed was to pay a past due balance of $20 over the phone because your website and app were malfunctioning all day, preventing me from logging in. Despite providing my unique account PIN and all necessary verification details, I was told I could not be helped because my line—due to your technical issues—was not working, and I had to call from a non-T-Mobile number. Additionally, your team claimed that other lines on the account (used by my children) were the primary account holders, which is entirely inaccurate.

I find it absurd that after paying nearly $600 a month for T-Mobile services, I was met with this level of inefficiency, disregard, and disrespect. This situation must be corrected immediately.

I expect a direct response, a resolution to this issue, and a formal apology for the unacceptable treatment I received.

Sincerely,

My wife, a housewife and not a business person, bought a new iPhone from T-Mobile Palmer Ranch Sarasota Florida last December. The sales person offered not one but two wrong system (Android vs. Apple) tablets "for free". My wife repeatedly asked what the catch was, confirming they were completely "free" of charge. Today 4/15/25 we questioned a bill approaching $300/month, found an international roaming charge from a one-week cruise, monthly charges for two Android tablets, and three lines we knew were correct. Speaking to a 611 Supervisor Anthony, he explained even if the bagged and unopened tablets were returned to T-Mobile, they would be charged for a full 24 months. We are writing to the Federal Trade Commission about such blatant deception and unfair trade practices. Please request T-Mobile waive the remaining (18) months on lines for two unopened tablets returned today.

They stole $21.29 out of my T Mobile bank account. The last statement was 8/24 no mention whatsoever where it went. I called so-called customer service number, put in the information 3 times-recording kept taking me back to the beginning.

I want my money back. My Debit Card number was [protected]
If I don't get this resolved I will to the President of T Mobile Mike Seivert, Elizabeth Warren, etc. You stole my money-PAY ME Back.

i trade flip z4 my phone and they said will get the Samsung s23 for free (1,000) and they lie they been charging me every month for my phone and the true i trust and never look by bill because is paperless and i have automatic payment, i find out because they offer me a new update and said you almost done paying for your cell, i said not because this is a trade in they said there is not record that was a trade in, i been on the phone with many agent and manager and nobody can find the reference # that they give on the calls i made. i want the credit back of the phone was supposed to be free.
i'm a customer since 2006 and i can't believe they do this to me.
Esmeralda de la cruz [protected]

Recently ended my contract with t-mobile, paid all my dues in full, recieved a reciept from a local store, where I finalized all past dues, shortly after I tried to take my non carrier phone that I purchased from best buy and activate it on another carrier, its locked, why? They rolled my account onto my exwifes, ive been divorced 12years, and our accounts were seperate before than, so she has the same last name, thats it, sorry she owes you money, but thats not my problem, and has nothing to do with my non carrier phone! Ive tried 3 times now, all I get is the run around til im disconnected. Unlock my phone! You can clearly see by my past account, I was the only one on it for over a decade, and before that I was a guest on hers for a year.

About 1 month ago I went in to see about a new phone. Picked the moto g25. Was told bill was 45 plus tax each month for about 52.00.. Got second bill for 63 and change. Went to see them to find out why it was that high. Was told it was for the equipment. When I got the phone the rep went around got a case, charger cable and screen protector and assembled it all. As he picked all this stuff up I figured it came with the phone. When I mentioned this the rep said that this was something all the stores did so they followed evem knowing it was deceptive and there was nothing he could do about it. I said that was shady dealing and he should correct it since he knew it was happening. All about the commission rather than being upfront. So now over a year im paying an extra 70 dollars for things I didnt ask for and had the option to decline in the first place. So to rectify this I would like to exchange this phone for one with a much better camera, transfer the same number and everything on this current phone this was at the tbobile store in walmart plaza in east stroudsburg pa. Started on 1/8/25 the reps in general were helpful even though not as up front as they should have been. And keep the same plan and payments.

I transferred service from AT&T in October 2024. The Business Rep assigned to me made numerous errors in processing my Plans, Trade-In Phones, and lied to me promising 10 Business lines for 172.22 including Taxes and Fees. He also promised the On-US free phone lines if we Ported our numbers from AT&T, which we did.

I contacted tHe T-Mobile Corporate Customer Service support line at least 20 times. I am being charged about $750 for my Plan plus unexplained fees and Installment Charges for the new phones that were traded in and supposed to be free.

My Business Representative promised every week that he would credit the overcharges until he gets the Plan and Phone charges corrected to the Perfect 10 Plan with Phones On-Us. My phone service was suspended for non-payment two weeks ago. Myself and employees had no service which prevented incoming and outgoing calls. I had to pay $450 to restore the service.

Three supervisors stated I would receive resolution the following day after my calls, but never called me back. Plus my Business Rep Blocked my number and I have not been able to contact him over the past two weeks. His name is Nathan Tasselli. The local Corporate store is trying to help me get this corrected but is unable to get cooperation from Corporate Offices.

My At&T plan covered 7 phonelines with new IPhone 16 Pros for $280. T-Mobile is charging me around $750 per month and I am getting no where with them to correct their promises and mistakes.

I have at least 20 text messages from Nathan Tasselli promising what I stated above and resolution that never comes.

Please help, Steve Simon [protected]

I left my phone in an uber, i cannot log ini because your retarded system will not let me log in without my phone, how in blue blazes [censored] am i supposed to enter an phone number to get a test to a lost device, please explain that? how? i have spent 3 hours over the last 5 days trying every day to get ahold of you guys, and there is no way, i cannot pay my bill or anything else  because of this problem  you can contact me at this email  and i will not make you jump through hoops naked and backwards and blindfolded to do so, very simple email , contact? ok? tha nk you have a nice day john  cml
My email is: [protected]@yahoo.com my ph number is: [protected]
My parents met in yonkers ny
My maternal g mother name is marion
Soc sec # is [protected]
5 foot 4 is height
Anythinig else you need? Grrrr

I've had service maybe 3 months and started with WIFI. I got a new Razr the first 2 weeks into getting WIFI. It started cutting off and on by itself and dropping calls so I got a replacement on Nov 7th. I called on Nov 28th and wanted to get an iphone. I was not about to get a 3rd Razr and it do the same. I got a call from a supervisor because I said I was going to a different carrier. He told me he would call me on Dec 2nd because there should be deal for existing customers and ge would call at 6. I called at1100 because he still hadn't called. I just a phone that I know will work. I've missed overtime 3 time because my phones rings when it wants to and it drops call. And i can't go back to the previous screen. I just want the service I'm paying for. And because I'm not a new customer I can't get one. If I'm not able to get the device I want I will find a company for my internet. I wouldn't be so upset if didn't just get service and if the supervisor wouldv'e called me back told me that he could get the phone for me today. I had to ball at 11 and he called after midnight. The second supervisor said she would waive he phone bill. I just want to give this device back and get the iphone.

My internet sucks and nobody at t-mobile seems to know how to fix it they just switch from one tower Columbus.US to Charleston.US and both of those are the closest towers but we have hills causing those towers to not work for us. So I have asked multiple times to change our tower to the Williamsburg Tower and nobody can do it. I ask for the tech at the next tier up to get this done and I'm told we will have to get back to you over the next few days. After I told them they will not be able to call me because our internet speed causes my phone to not receive calls. The Irony of this company is astounding! I'm giving up and looking for another provider.

Subject: Urgent: Network Outage Issue - Request for Compensation 

Dear Customer Service Manager, 

I hope this message finds you well. I am writing to express my very deep dissatisfaction with the service provided by T-Mobile over the past five days. Despite my account being fully paid and up to date, I have been experiencing a complete network outage, which has severely impacted my personal and professional life. The issue began five days ago and counting and despite numerous attempts to contact your customer service team, it remains unresolved. All i have received are false promises that my issue would be fixed. This is not the level of service I expect from a reputed company like T-Mobile, especially considering the significant inconvenience this has caused me. My number has now been completely cancelled and i can't even get into my t mobile online ac this situation is disgraceful.

The network outage has disrupted my daily activities in several ways: 

Work-related Impact: As a professional who relies heavily on mobile communication for work, the network outage has hindered my ability to attend important virtual meetings, respond to work emails promptly, and stay updated with work-related developments. This has not only affected my productivity but also my professional reputation. 

Personal Communication: The network outage has cut off my primary means of staying connected with my family and friends. In these challenging times, staying in touch with our loved ones is more important than ever, and the lack of network connectivity has made this impossible. 

Online Services: I depend on my mobile network for various online services such as banking, shopping, and entertainment. The network outage has disrupted access to these services, causing considerable inconvenience. 

Emergency Situations: The network outage has left me without a reliable means of communication in case of emergencies. This has caused me significant stress and concern for my safety as i suffer with mental health issues and have extreme anxiety.

 I understand that technical issues can occur, but the prolonged duration of this outage and the lack of effective customer support are unacceptable. I believe I am entitled to a reliable service, especially when I have fulfilled my end of the contract by paying my bills on time and being a loyal t mobile customer for the past 5 years In light of the above, I kindly request that T-Mobile provide appropriate compensation  monetary for business lost and still counting  or free phone replacement (one of my choice)  for the inconvenience and disruption caused by this prolonged network outage and my mobile number being cancelled without any way or help of getting this sorted. This is a most definitely a fair and reasonable request given the circumstances which i expect to be fulfilled look forward to your prompt response and a swift resolution to this issue. Please consider this matter as urgent. Thank you for your attention to this matter.

 Best Regards, 

Colin Donnelly

PS legal action will be taken, and dissatisfaction posted to social media also cannot give you my mobile number as texts and calls cannot be received or sent

I started the activation process on or about 2/29/24. had an online chat to see why I hadn't yet received any service was told to wait it out another day maybe more. On or about 3/1/24 called talked with customer care. was told it hadn't ported the number from T-Mobile due to my that account being inactive. Went to T-Mobile store that day. Was told my account was still active. still there was nothing more they could do to help with porting a number. Called Straight talk again, the representative Called T-Mobile stayed on the line and The T-Mobile representative told me there was nothing he could do and that the T-Mobile store would be the one and only place I could possibly get the porting pin number with my old phone number. only to go to the store and be told there was nothing they could possibly do without access to my old phone number to two step verify my account. This same process took place again on or about 3/14/24

I do not have a working phone, having to ask the neighbor to borrow a phone and try to resolve this issue is something that I should not have to do in order to keep my phone number I've had for almost 30 years. Not only was I told that it was absolutely possible, that there would be a note attached to my case stating that "the account would stay active no matter what until this was resolved". So when I'm stuck in a loop between having to borrow a phone to make a lengthy call and told to go back to the store again. And then again being told by the representative at the store that "There is nothing they can do". I'm still without any phone service after almost 3 weeks now.

Any help with getting the debacle settled would be greatly appreciated

When added a new phone was told x2 that total final bill would be $58.00 but it is $69.00... I would have returned phone before 60 days had I known price I was told would be more expensive. (monthly bill) Bought phone in November 2023. Was told by Angelo that starting on 12/27/23 my bill would be Essentials 55+ for $55.00 x 2 lines... and $13.00 a month for new phone which is $68.00 and then minus $10.00 for autopay which equals $58.00... This is in your footnotes. Thank you

I purchased a account 12-06-2023 traded in one phone and received two new phones free. After completion of purchase, I was told my plan would be $50.95 with autopay. the first bill came out In January of $71.77 after calling t=mobile they changed the back to 50.95. The next month the same price of 71.77. I called again, went to the store of purchase and called 611, it was stated then that I was also paying for ip14t21 Avo clear of $39.99 and additional fees for the phone which i was not told at first. I did not receive any additional information ie E-mail etc. I have written statement concerning this to main office over a week ago with no response. I would like to get what i was told at the beginning of this situation of $50.95 I know i would probably have to pay additional taxes.

Hello, my name is Tolofi Akoteu I am a customer with you guys, I have recently, had my phone stolen a few hours ago at work at the airport (LAX) I have done everything I could at work and asked for help to track my phone but still nothing, no updates please! if you can help me locate or advise what to do next? I am very upset, and I know I have insurance with you guys. My phone number that's on the phone that was stolen is [protected] please for further info please email me at [protected]@gmail.com thank you so much! I'd really appreciate it! right now I am using my laptop to contact.

In December of 2023 I went to a local T-mobile store in Hammonton, NJ with my mother who went in to buy a Wifi box. She had been a T-mobile customer for years now. The salespeople were nice and advised that the box would be $30, and she also qualified for another line and a free phone. She was quoted a price of $100 for the 4 lines and $30 for the Wifi box. Unfortunately, this ended up not being the case and each month the bill was incorrect. I realized later that she did not receive a receipt for this transaction. Everything went downhill from there and the salesperson took full responsibility for mistake while her manager berated her in front of us for using codes that were not relevant. The manager also threatened to call the police on my 80-year-old mom when my mom became upset. There was also another older woman in the store who said that they did the same thing to her. We were told to go to the corporate office in Mayslanding, NJ to have this handled. The Mayslanding store staff apologized and reported that the store in Hammonton is privately owned and does this often and could not help. My mom is not in agreement to pay for a phone which she was told was free. She has paid her bill except for this $7 a month for the phone. We are not in agreement of paying $7 a month for 2 years for an unwanted and not needed phone.

In October 2023 I signed up for service. At the time, I was given a cell phone. I specifically asked if I had to pay for the phone and the employee said the phone was free. Today I wanted to go to another company. I was told that I owed $791.64 for the cell phone, which I had been told the phone was free. I decided to cancel my request with the other company and continue with T-mobile until I could report the mis information that was told to me. When doing so, I was told there was a network lock based on the fact I would have to pay for the phone when I was told the phone was free. I am a real estate agent, and my phone number is on my business cards. My clients have no way to contact me. Without my phone connected I am losing money. I need the phone service turned back on immediately with the same telephone number, [protected])