T-Mobile USA
reviews and complaints

T-Mobile seemed like a good option after dealing with Verizon's terrible customer service. I was able to set up my cellular services and transfer my phone numbers with ease thanks to their friendly and knowledgeable representatives. However, there was a major issue that arose that left me feeling frustrated and disappointed.

T-Mobile sold me cellular service for an area that they do not provide coverage for. It's almost comical how this happened, but it's not a laughing matter when you've already paid for a service that you can't even use. Now, I'm on the hunt for yet another cellular company that actually provides coverage in my area. It's frustrating to have to go through this process again, but hopefully, third time's the charm.

The biggest issue is the activation fee that I paid for a service that doesn't exist. The first representative I spoke to said that they couldn't refund the fee, which led me to speak with a supervisor. Even the supervisor initially said the same thing, claiming that she was as high up in management as I could go. But I wasn't going to give up that easily. After some persistence and discussions with her management team (which apparently didn't exist), they were able to issue a pre-loaded debit card for the activation amount that I could use anywhere as a debit card. However, they warned me that it could take some time to arrive, which makes me skeptical that it will even show up.

It's frustrating to deal with a company that sold me services that don't exist and then made it difficult to get a refund for the activation fee. The supervisor was apologetic, but it's not enough when I'm the one spending countless hours trying to rectify the situation. It's far too easy for companies to give lip service instead of actually resolving issues quickly and efficiently.

I even told the supervisor that I would be filing a complaint with the Federal Trade Commission for fraudulent business practices. She tried to argue that it wasn't fraudulent, but I disagree. Selling services to consumers that don't exist is definitely fraudulent in my book.

Overall, I would not recommend T-Mobile or Verizon for cellular services. If you have to choose between the two, I would suggest Verizon since at least they provide coverage. But if you can avoid these companies altogether, I highly recommend doing so. There are plenty of other options out there, and you deserve quality service. Don't settle for sub-par services that will only cause you frustration and disappointment.

I gotta say, I'm not too thrilled with T-Mobile. I got switched over from SunCom and it's been nothing but problems since day one. Their customer service is a joke - the supervisors are useless and nobody seems to know what's going on or even care. I got the new 2008 Sidekick and they give you two weeks to try it out. Well, since I got the phone, I've been on the phone with T-Mobile nonstop. I had to call and add my data package to the phone, but they told me there was some kind of issue preventing them from adding the service. They told me to wait a couple days and call back, but even then, the service still couldn't be added for some unknown reason. I asked to speak to a supervisor and CiCi came on the line with an attitude, telling me that if I wanted a T-Mobile phone, I'd have to pay T-Mobile rates. I didn't think that was fair since I didn't even ask to come to T-Mobile in the first place. When I asked to speak to her supervisor, she told me it would take 2-3 days for them to get back from vacation. I was so frustrated with her terrible customer service skills and her talking over me that I told her I'd report her name when I finally got through to someone. She told me to make sure I spelled it right.

I've been on the phone with T-Mobile for the entire two weeks, and I've had two help tickets escalated and spoken with three supervisors. Every time I called, I had to explain the same thing over and over again, but nothing ever got resolved. The second supervisor even told me that if I didn't like the service and the phone didn't work, I could write in and cancel my contract. All I wanted was for my service to work the way I was told it would, but I don't even get good reception. I drive 120 miles back and forth to school every day and have three kids, one of whom has autism and needs to be able to reach me at all times. But for a whole day, I didn't have service and couldn't even call T-Mobile or 911 because of some error in their system. Nobody even bothered to call me back. I had to drive three hours away with my kids in the rain with no service and had to use a pay phone.

To top it all off, I have to pay to send back the two sidekicks that don't work. They don't even have the option on my plan to add the data package. Instead of telling me straight from the beginning that nothing was going to be done about it in the near future, they led me on a wild goose chase, wasting my time and money for nothing. I don't have what I want, I can't get it, and nobody cares. And to make matters worse, I'm going to be without a phone for who knows how long because nobody told me that once I purchased a T-Mobile phone, I couldn't go back to my previous phone without an unlock code. And getting that code can take anywhere from 2-14 days. My two-week trial period for a phone I haven't even been able to use is up as of October 22nd, and I have to send it back tomorrow. But there don't seem to be any loaner phones in my area, so it looks like I'll be without service until the unlock code reaches me. I wasted a whole tank of gas driving back and forth to T-Mobile stores in my area because they don't even pick up the phone when you call them.

Honestly, I'm just done with T-Mobile. I'm going to cancel my service and switch to another provider when I graduate from school in May. This whole experience has left a really bad taste in my mouth, and I'm going to make sure everyone knows it. Nobody at T-Mobile has done anything to change my mind, and I doubt they will. Thanks for letting me vent, but I don't think it's going to change anything.

On December 3rd, 2021, I went to the T-Mobile store in Draper, Utah to purchase the new iPhone 13 Pro. Unfortunately, they didn't have any silver ones in stock, so I had to order it. As part of the promotion, I exchanged my old iPhone 11 and was promised a free set of earbuds. The sales associate, Jack, assistant manager James, and district manager Brad Landrey all informed me that I qualified for the promotion.

Jack was very helpful and knowledgeable. He walked me through the process and helped me set up my new phone. However, after setting up the iPhone 13 Pro, he discovered that the store didn't have any of the $99 earbuds in stock. He told me to check back later.

A week later, I returned to the store and was told by another sales associate that I needed to contact customer service because they didn't have any earbuds for the promotion. I also learned that Jack didn't enter the promotion information on my account.

I called T-Mobile customer service (#611) and spent an hour explaining the situation. The representative assured me that he had taken care of everything and would be mailing me the earbuds. He took my credit card information to pay for the sales tax, but nothing happened.

A couple of weeks later, I called customer service again and spoke with a woman who assured me that she had resolved the situation and would be shipping out the earbuds within a week. She also took my credit card number to pay for the taxes, but nothing happened.

I called customer service for the third time and spoke with a gentleman who assured me that he had resolved the situation and would be shipping out the earbuds. He also indicated that there was a rebate form he submitted on my behalf. However, nothing happened.

I went to the Draper store on February 4th to discuss the issue with the store manager, Rene Gonzalez. He said he would check into the situation and get back to me, but I didn't hear anything. I returned to the store on February 11th and spoke with Rene again. He said he would check into the situation and get back to me. He called me on February 15th and told me that there was nothing he could do because Jack didn't put the information on my account and didn't process the information required for the promotion. He said he would try to contact Jack, but Jack had since changed stores.

On February 17th, Rene called me and said that he couldn't do anything for me, but that it could come out of their pockets to pay for the earbuds. I asked for his boss's contact information.

I have been dealing with this issue for over two months and have been told that there is nothing T-Mobile can do for me. As a 20-year Sprint customer, this has been the worst experience I have ever had with a company. T-Mobile apparently cannot keep promises made to customers. It's disappointing that a large company like T-Mobile can't afford to give a customer a $99 set of earbuds to win over a long-time customer.

I hope to receive a follow-up from T-Mobile apologizing for the situation and providing me with the promised earbuds. If not, I will continue to escalate the issue.

So, I went to T-Mobile on September 23rd to upgrade my phone to the Samsung Galaxy Z Fold 3.512G. The local T-Mobile store had a promo to upgrade from my Note 10+ to the Z fold 3 for a $1000 trade-in, which was a great deal. I had to pay off my Note 10+ which was $116. I also had to upgrade my line to Unlimited Plus, which cost $10 more monthly. I paid $30 to upgrade, and $235 for taxes on the new phone. After all was said and done, I paid just south of $400. I have a receipt that they emailed me that proves it. I left with an installment agreement in place and a delivery date of 3-4 weeks.

It is now November 8th, and I still do not have the phone, nor is there a delivery date anywhere in sight. I have spent a total of 9+ hours trying to get information regarding ETA. The main issue is that after the purchase is made at the store, the info is sent to shipping. When the item is "picked" and it is time to ship the phone, an order number is created. Until the order is shipped, no order number exists. This means that no one has any information regarding the order. So, now, I have been waiting since September 23rd, and as far as T-Mobile goes, there is literally no way to track the order. It lives in limbo. No one can help me. I have been a human ping-pong ball for the last 3 weeks, trying to figure out when or even IF I will receive the phone.

Today, I decided that I am done dealing with this. I just want to get a refund and be done. However, it is impossible to refund an order that doesn't exist. I spent 48 minutes on the line with customer service this evening, and after waiting on hold while the rep tried to figure out whether or not I had purchased a phone at all, I was hung up on. I received no call back. I called them after spending 24 minutes on the phone with my local store who pinged me to them. After waiting 10 minutes for CS to call me back, I decided to call the store again. This resulted in a 20-minute conversation with an employee who informed me that I could not cancel until the phone ships. You know, because I do not have an order number.

This story has many, many details that I would love to share, but to avoid this becoming an actual novel, I chose to put the most relevant info in this message. The juicy stuff, those details, make me want to throw a brick through my local store's window. But, I won't. Instead, maybe I should file for a paycheck for the many hours of being ping-ponged. And, maybe I should file an expense report for my mileage. Ha Ha. Loyalty only flows one way with this company, and I assure you, the customer is not on the receiving end.

So, here I am, writing this and basically copying and pasting it to every single review site I can find because I have no other recourse. I cannot cancel the phone that may never come. I cannot get my money back because I cannot cancel. I cannot get a different phone because I have a lease for a phone that I don't have possession of. I am literally in limbo. And, they don't care. Not even a little as has been evidenced by the many calls, chats, and in-person visits that have gotten me nowhere.

Apparently, there is a black hole that exists in their universe. Your money, your time, your inability to move forward, are all sucked in. And, T-Mobile has no idea how to find it. Literally no idea. Who knows, I may not even have a phone on order. They cannot tell me I do because there is no order number. What if I wait 3 more months and no phone comes. Will they be able to refund me then? No. I don't have an order number so you cannot cancel something in limbo apparently.

I asked how long I should have to wait. I was told however long it takes - because there is a chip shortage. Well no [censored] Sherlock. I get it. But, now that I know that, 7 weeks later, 3-4 weeks longer than I was told, I would just appreciate my money back and the phone "order" canceled. But, there is no order number. Therefore, there is no order. Therefore, I cannot get my money back. I guess I will remain in purgatory. Maybe for 2 weeks, or 2 months, or 2 years. Who knows, they sure as hell don't.

I've been a T-Mobile customer for about 7 years now, and I have to say, my recent experiences with them have been less than stellar. In fact, I would go so far as to say that they have been the worst business transactions I have ever encountered with any company.

Back in 2014, they overcharged me every month for the better part of a year - 9 months, I believe. I made about 3 to 4 phone calls a month to get it fixed, but 90% of the time, no one had a clue what I was talking about or how to do their job. I could never speak with a manager, as they were always out to lunch or out of the office, no matter what time I called. And even when I did get someone who had the capability of doing their job well enough to look at my plan and see that they were, in fact, overcharging me per my plan agreement, they either said they would have to have a supervisor fix it who wasn't there, or that they would take care of it for me right then and there. But then, the next month, my bill would come, and it wouldn't be accurate again. After 9 long months of constant phone calls, eventually, it got fixed, and I did, in fact, receive a refund for 2 to 3 hundred dollars.

About 6 months ago, I received an S4 from them that had a series of serial numbers that had been recalled from Samsung. I sent it in for an exchange and was told I still had to pay because it had minor wear and tear on it, although it was from a batch of phones that, when they updated their SIMs, none would work on their new system. I spent the insurance money and got a replacement phone. It came in, but it didn't work. I popped open the back, and guess what? The last 4 digits of the serial numbers were within the list of ones that had been recalled from Samsung. I know this because I wrote everything down. I called, and they sent me another replacement phone. However, they didn't file it as a recall; they filed it as an insurance claim and refunded me the money - not from the first transaction, but from the second. The lady yelled at me, saying that without doing it this way, I would have to wait 2 to 4 weeks to get my phone, so she was going to do it like "this." I got the phone, and by some fate of the gods, it worked. I used it, and everything was fine. In September, I dropped it, the screen broke, and I needed a new one. I called it in, got put on hold for about 20 to 30 minutes, and was told they couldn't send me a new phone until I filled out a series of forms. I had it out with them about this because I had never had to do this before. When I looked at the forms, it had my past 2 claims on them, both of which were recalls and not damages. One could be considered damages, arguably, but one was a brand new phone from them, never been touched, and it was a recall. Now, here's the thing: I was told by the insurance agent and by T-Mobile that, by law, they couldn't send me a phone until I read the documents and signed them. This was to keep from insurance fraud. However, the lady from their insurance company put my phone in as a damage claim instead of a recall, so their representative actually committed insurance fraud. And if I signed the paper, I wouldn't be committing insurance fraud because I'd be lying about the last two phones and committing a felony. I told this to a manager at the insurance place and at T-Mobile. The insurance place told me I just needed to sign it. The T-Mobile customer service supervisor knew what was going on and told me that, yes, they shouldn't have put it in that way and agreed with me that if it were him, he wouldn't sign it either. But he told me that without it, they couldn't issue me a replacement phone. So, I've been paying insurance the whole time, and someone from their sister company does something illegal, and I have to jump on the wagon or be out a phone.

I canceled my service with them, called them up, made all current payments and device balances, and waited two days. I called them up again, made another payment that I was told was the last balance I'd have with them. Three months later, I got a letter - not a bill, but a typed letter - saying I owed a balance. I called them and asked for a bill, but what they sent me was a letter with no dates, etc. Nothing like a bill I've ever received from them. I called them and called them and called them. I was told by them that they couldn't send me a bill, but I owed them, and if I didn't pay, they'd send me to collections. I asked when I canceled. They said Oct 14th. I asked her, "This money I owe you, what are the dates the phone service is for?" She said, "Oct 23 - Nov 22." I said, "And when did I cancel?" She said, "Oct 14th." I said, "The last payment I sent to you was for what days of service?" She said, "Sep 23 - Oct 23." I said, "And when did I cancel?" It was like talking to a zombie. And 9 out of 10 times, it always is with T-Mobile. I've now been sent to a collection agency for a bill that is for a bill cycle after my cancel date, after I've already paid in full, for canceling a service because I wouldn't help a company commit insurance fraud. It's just plain ridiculous at this point. I'm contemplating hiring an attorney.

In short, #! $@ T-Mobile. I would buy two cups and a string before I went back to their shady, incompetent, illegal corporation. I highly suggest anyone and everyone not use them as a provider.

I went to T-Mobile's store located at 3721 116th St Suite 7, Marysville, Wa on Sep 4th. My friend, who has been with T-Mobile for over 10 years, recommended me to switch to T-Mobile. I have been with Verizon for a little longer, but I decided to make the switch because of the changes that are happening due to the current situation. My friend's daughter was turning 11 on Sep 5th and she was using an old phone that no longer received security updates. I had just purchased a new phone from Motorola for myself and thought of getting a new phone for the birthday girl as well.

I walked into the store and told the employees that I wanted to switch from Verizon to T-Mobile, get a new sim with a new number, and take advantage of the free phone offer. I wanted to activate my new account and give the new phone to the birthday girl. I repeated my intentions many times to each employee I talked to.

I was recommended the Over 55 Magenta plus plan by CJ, who helped me set up my account. He assembled my new number sim and an unopened box containing the new phone (a REVVL4) in front of me. I paid $68, $24 of which was for the "free" phone. CJ told me that I would receive a 24 installment credit of $1 per month applied to my bill. He couldn't give me a receipt at that time because of a problem with the printer.

I went home, activated my new T-Mobile number, and received text messages of welcome and the monthly $1 discount. The next day, the birthday girl got her new phone and was happy. However, I received a text saying that I was no longer eligible for the monthly credit and would be charged the full retail $199 for the new "free" phone.

I went back to the store and talked to Shanya because CJ was not there and Dustin was on the phone. She told me that "they" did not properly check out the "new free phone" and she would have to investigate the matter to fix it. She also said she could not find any receipt showing the whereabouts of the $68. I asked for the problem to be fixed, but she responded with an "I can't." I extended the exchange in hopes that her manager would come to her rescue, but he did not.

Shanya said she would investigate the issue and get it resolved by the next day, but she still has not called. I called the 800 number and asked if the district/regional manager could call me or could I call him/her, but I have not received a call from anyone at T-Mobile yet.

As of right now, I feel like I have been lied to, stolen from, and extorted from. I have received some more confusing text messages without explanation from T-Mobile. I hope that T-Mobile will resolve this issue soon.

Sincerely,
Joseph Armstrong

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 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])

From when we signed up until now its all been lies horrible service and worse customer service.

We were told we would have service where we live its very intermittent our texts rarely get to anywhere or come in the next day.

I broke my phone did an insurance claim 100.00 went ok

Car got broke into went to do insurance on phone and Ipad they want 350.00. Who can afford that

The police asked me to have them ping my phone and was told no they cannot do that.

Absolutely no help, cannot run an automatic payment but shut the service down and text the 1 person who is not authorized on the account.

I cannot sign in online because I have no phone to get a code.

They are the worst

After hours of explaining and guarantees from t-mobile representatives that everything was rightly corrected on their end, weeks later I received a bill threatening to report a delinquency to the credit bureaus. The thing is though, I never had an active account with them so how could I have a deliquent bill to the tune of 286.48?

Nothing works as it should with t-mobile. I am so happy that I did not go through with my purchase with them. So sorry if you are using their service, but if I were you, I would cut my losses and run from t-mobile.

Our T-mobile account# is [protected]. My name is Wenqi Yang phone#is [protected]. Yesterday, you terminated our phone service abruptly without any prior notice, causing significant inconvenience. Because our credit card is expired and we don't know so we missed Jan bill payment. We had to pay $184.65 (over charge $79.65) to reinstate the service. Why didn't you remind us beforehand? You shouldn't charge one time fee with install and other fee total $79.65. Additionally, I noticed that starting from July 2023, you covertly increased our bill from $105 to $120. This is very unreliable behavior. I intend to appeal. Please refund the extra $15 per month that we've been overcharged. Also, reimburse us for the installation fee. yesterday we paid. We've been with your company for four years, and instead of receiving any benefits, we are being charged more. In the past, with Verizon, we used to receive rewards every year. I am waiting for hearing back from you.

I am submitting my complaint on the customer service I have received with this company. My services had been disconnected as of 11/2023, I made payment in full on Jan. 9, 2024, had my services disconnected and switched to a T-Mobile prepaid account. On Jan 19 a bill had been generated for a tablet line that I did not have as well as charges for equipment that was supposed to have been paid in full. I need this matter resolved, someone within your company locations has stolen my information, received a tablet in my name and now I am being charged for equipment that I have already paid for. As well as telling me that I was signed to a 2-year contract when I was told in the store the contract was for one year upon signing as well as when I changed my services over, I was told that I no longer had any contracts with T-Mobile. I would like an investigation into my account information as well as my original contract from 2022.

N't get a working phoi;m a heart patient with a montior. I can;t get a working phone. I repeat and repeat, get disconnected, on hold. Keeps breaking up.

For 6 months working on tower, still. No working phone.

Very rude reps. Their backround noise, hard to hear and annoying.

Put you on hold transfer you. Molre hold. Alwaysat a party at work. No customer service.

6 months no working phone.

I have wstec hours on hold. Transfers,

After two phone lines and two phones, and three years of decent service, we added our teen to our T-Mobile service and added another line.

We got a 'deal' as the phone from T-Mobile was half-price, paid a fee, and understood we would make $13 payments for the phone and new line at half the price of our lines at $20.

We got our first bill and are being charged $75 for the new phone line when we were told it was going to be $20.

We have spent three hours on with customer service trying to recover the deal we were sold.

They are only offering a $15 'discount', and if we leave T-Mobile we have to pay full price for the phone.

I also will mention the mess of communication at having two account holders but different billing information sent to my husband and myself. Thus, we were being charged late fees and more because we weren't getting correct billing.

Have had t mobil since may. I have spent 5 months trying to get a working phone. For months been working on the tower. Barely can se automated systems can' hear me, T mobil reps in call centers the are very loud. Don't speak english, will hang up on you. Even if you get on them. Don't do anything. I'm heart patient with a elderly mom need a working phone. My device app is on my phone. I pay my bills but no for non working service. I live in a nice area with wealthy residents. The rat us like were some back woods hicks. A smoke signal is better. They replaced the phone, no resolve, 5 months of bad service is unacceptable!

I hope this letter finds you well. I am writing to bring to your attention a matter of great concern regarding a dispute I am currently experiencing with Tmobile

I called multiple times and had chat with Tmobile asking to refund my money. Despite my efforts to resolve this matter amicably, the issue remains unresolved. This situation has caused me significant inconvenience, frustration, and financial loss.

I am seeking a fair and prompt resolution to this dispute. I kindly request a thorough investigation into this matter and a detailed response outlining the steps that will be taken to address and rectify the situation.

After 20 months of good cellular service from TMobile I was contacted via email and told they were working on the tower I usually use. After they sent it a second time I lost almost all reception. I had either 1 small dot or an x through the triangemeaning no service. After a visit to the local Tmobile store and 2 lengthy phone calls with the tech group they failed to get me service. I told the I'm cancelling my contrat which I beleive had only 2 months to go and signed up Verizon. the only contact I've had with Tmobile is acontinuous array of phone calls from TMobile which ring only once. I've forwarded that info the the FCC.

The number is [protected]. I've called it and doesn't even offer a way to talk to anyone live about a bill. This has been going on for aout a month now.