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2.0 710 Reviews

T-Mobile USA Complaints Summary

179 Resolved
525 Unresolved
Our verdict: When using services from T-Mobile USA with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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1:57 pm EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

T-Mobile USA - final bill, final final bill, final, final final bill?

We have been on a Family Plan with TMobile for several years. The original plan was in my daughter-in-law's name and my husband, daughter and I were under she and my son's account. No big deal. Then the fun begins... My son and daughter-in-law were moving out of the US, so we needed to switch the plan to US being the primary account owners instead of them...

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3:30 pm EDT

T-Mobile USA misrepresentation

I have been a loyal customer to T-Mobile for many years. I am so DISSAPOINTED with my recent experience in upgrading my phone. I called customer service to see when it would be best to do an upgrade (my plan was to get information and wait a few months). The rep told me that my plan allowed for an upgrade at any time, and informed me that if I placed the order, I would receive a credit for my i-phone 5 of approximately $400. towards the purchase of the i-phone 6+ which was a little over $600. I was informed that the credit would be given as soon as the phone was returned. First, they sent the device to the wrong address, then sent the wrong type of phone, then told me the phone was on back order. After waiting almost 3 months, I finally got the phone I had ordered. I returned the i-phone 5 per the instructions I was given, 3 months later, I am still being billed for both phones, and am now told that I am not eligible for the program I was quoted and the credit is only $58.00! The overbilling was simply overlooked. I spoke to several reps and all I get is a threat to discontinue my service. I'm done with T-Mobile!

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10:43 pm EDT

T-Mobile USA unethical business practices

In May on 2014, I switched from Verizon to T-Mobile. Before signing any contracts I asked one of the managers (J) if I would experience degraded service and coverage by switching. His response was "You won't be able to tell a difference between T-Mobile and Verizon." Well I did! I fly commercially for a living, and I was unable to use my T-Mobile phone in Meridian, Boise, San Francisco, Chicago, Seattle, Ft Lauderdale etc. I was unable to call my maintenance team from the flight deck of the aircraft while on the ground at ANY airport we serve. My kids couldn't call from their bedrooms (Meridian), my wife couldn't complete a conversation while driving 2 miles along Chinden Blvd., and if I walked through my garage my calls would drop. More than half the drive between Boise and Salt Lake City has no coverage, even when you're driving by cell towers. Because it took several weeks to learn about T-Mobile's disgraceful service coverage, and because I'm away for much of the month, I missed the 14-day 'buyer's remorse' period. I brought my phone in and talked to another manager (B) in the Milwaukee store who changed a few setting on my phone and asked me to try it again for another month (which is longer than the buyer's remorse period) and if I was still not receiving adequate coverage he would take back all the phones without penalty, basically extending my buyer's remorse period. I continued to use the phones for several more weeks, however, after fielding many complaints from my family, having to leave my Chicago hotel room and stand in the middle of a parking lot across the street in 10 degree weather in Chicago and watching my texts to my wife queue up without sending (6 of them) while running through the Seatac Airport in Seattle, I had enough. I signed back on with Verizon and ported my phone numbers over, then attempted to cancel my service with T-Mobile and return the phones as promised by manager (B). Manager (B) wasn't in, and I explained the verbal agreement with manager (J) who grinned at me and said: "Did you get it in writing with his (B's) signature." When I responded "No" he smiled and said "Good luck". I confronted manager (J) and reminded him about his "You won't be able to tell the difference" comment. That's when he said: "I never said that. Everyone know that Verizon has better signal coverage because they operate on a lower frequency band. We can't compete with that." The last correspondence I had with manager (B), he told me that he was sending my complaint to a regional manager by the name of Heidi (I believe). I haven't heard from either of them, instead, I've now received 3 phone calls from their collections agency threatening to destroy my credit rating. My problem is that my signature is on a contract, of which I HAD to sign in order to enjoy the T-Mobile experience. They've got me. It doesn't matter that both manager (J) and (B) blatantly LIED to me on two separate occasions. Now they're trying to collect $3, 621.20 for just a few months of service. (see attached). STAY AWAY FROM T-MOBILE ! I can't emphasize this enough. Their unethical managers LIE ! Their service is DREADFUL ! If anyone needs more information, I'll gladly field any questions at [protected].

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K
9:57 am EDT

T-Mobile USA changing of bills

so I have been a member of Tmobile phone service for about a year now and it has been rough. I would not recommend this service to anyone. All they do is try and rip you off and screw you over with your bill. I unfortunately had my ex on my phone plan and was paying about $200 a month fro two phone plans with unlimited talk, text, web and data. Once he was taken off my bill should have come down remarkably. WRONG! it is now sitting at $240. I had previously talked to a representative who didn't understand my frustration and kept telling me that I have had two plans on my phone that were active. how the hell does that make any sense. Why would I want two phone plans on one phone. Ever since I have signed with them in their contract, they have just screwed the bill up every month and ive had to get on the phone with them to fix it before paying it.

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8:20 pm EST

T-Mobile USA negligent payment practices

T-Mobile took two payments from my account! I paid them and then two days later, they took another FULL payment, receiving in total $408! To add insult to injury, when I called them about it, I was put on hold so many times, that my call dropped (yeah, their service is unreliable too). Because of all of he problems, the first time I tried to deal with this issue, it took no less than three customer service agents to help me. They didn't help me, btw. Also, the agents were snotty and rude. You'd think they would be more understanding about my being upset since it took three calls to reach them to handle THEIR mess up. Sorry T-Mobile that I was upset...apparently you taking another $200+ from my account and treating me like crap was supposed to make me happy?
THEN, when the money was not refunded to me when promised, I called back, talked to a not as snotty customer service rep who then told me that I wouldn't even be able to REQUEST the refund until 10 business days after the date the payment was PROCESSED. And then it would take another 3-5 business days to get the refund. At that point, my next payment would be due and what's the point? The final rep I spoke with told me that this is their policy, and then she apologized that no other rep looked at let alone told me the real policy the first three times I talked to them. Further, she also admitted that the 2nd payment being taken out was indeed their issue, but that didn't change anything for my situation. Their service is crap, their phones are crap, most of the people working their stores are rude and not helpful at all. One of the biggest mistakes EVER was to go with them. And I still have one more year on my contract! What recourse do I have?

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mmkfire
Harrah, US
Dec 04, 2012 7:38 pm EST

I called costumer service to get a different Cell phone. than the Htc RADAR I have because
it keep freezing up. this will make the 3 rd HTC RADAR that they will have shipped me.
the warranty dept. with T-MOBILE will not up grade me to a different phone unless i buy another one. i love the windows phone but the HTC RADAR is a very bad phone.

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thump365
, US
Nov 17, 2012 3:52 pm EST
Verified customer This comment was posted by a verified customer. Learn more

T-mobile advertises 2 day sale on it's website, but shuts down current subscribers from accessing their accounts in order to upgrade.

@TmoNews we r excited ppl r taking advantage of our sale 2day!MyT-Mobile/MyAccount hv been taken offline 4 sale hrs & shld b back by11pm PT

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ahmad tanveer
, IN
Jul 02, 2012 6:12 am EDT

i've recieved a sms FROM UKDEPT44@HOTMAIL.COM that my number has won 1, 000, 000.00(bp) in t- mobile uk jackpot.
MY NAME - AHMAD TANVEER
MOBILE NO. [protected]
E-MAIL- HNHN56@GMAIL.COM
ADDRESS-201, KABIR GANJ, ETAWAH
AGE- 25

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iamthunder
Oklahoma City, US
Apr 15, 2012 6:42 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I have had 3 of the top 4 mobile providers. T-Mobile is the worst.. Doesn't matter if I have "UNLIMITED DATA, TEXTING, VOICE if I never have a signal... 4G is nothing without a friggin signal. Even if the service were FREE, it's nothing without a signal... They won't let me out of the contract without penalty. I'm in my house AND HAVE NO FRIGGIN SIGNAL... 1 mile away from 2 major highways NO FRIGGIN SIGNAL

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efcee
, US
Apr 03, 2012 7:35 pm EDT
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Worst company ever. Don't believe anyone who tells you different. I just canceled my plan, because of the incompetent customer service department. I could bore you with my long story about how I feel scammed by them but I wont. Just trust me me use someone else for your cell service. Beware to those who don't take my advice.

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GM2000
, US
Sep 02, 2011 10:13 pm EDT

After visiting a T-Mobile Store my phone was cloned and international calls were made. Maybe someone in the store is involved in the scam. T-Mobile refused to investigate and, since, has charged me for everything but the kitchen sink (almost $600). Don't use T-Mobile and if they merge with AT&T, don't use AT&T.

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stingery
asdf, US
Feb 24, 2011 9:14 am EST

Anybody else go into a T-Mobile retail outlet for the February sale? Supposedly all phones were free. They quickly ran out of desirable phones, and started pushing the cheap ones that were still on hand. I think they did it on purpose. Anybody else have the same experience?

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galvatron
Cincinnati, US
Dec 15, 2010 1:30 am EST
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i have had four nokia 5230 nuron when i would talk to someone
they would fade in and out a supervisor told me if i'm not happy they can get me out of my contract, they lie $200 for a ETF is a joke
AT&T rep said if your phone don't work you can get out of your contract
tmobile won't do nothing

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Rose Bird
Fairburn, US
Aug 15, 2010 10:51 am EDT

I had service with t-mobile lost my job and stop the easy pay (automatic withdrawl ) with t-mobile from my account, my phone been disconnected for four months, all of sudden i put my mortgage in my account only to find out i was over drawn because t-mobile decided to access my account without my permission for over $500. somebody got to do somehing about this, I am not working I need my money back.

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Ember
, US
Jul 05, 2010 7:19 am EDT

I have T-Mobile and I too am pleased with their customer service but have to agree that I may switch for two compelling reasons... first, the lack of coverage. I constantly go in areas where I have full bars but the phone will not allow me to dial. It says its available for emergency only, meaning T-Mobile has no contract in place for roaming with whatever network I'm on. The second is the features/services, I agree... where is 3G!

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V
3:59 pm EST

T-Mobile USA ripped off

T-Mobile sent me a replacement phone we sent it back and they have been charging me for it the whole time. while T-Mobile service is good I would not recommend buying phones from them .and never do bussness over the phone with them.. warranties are a joke if you are replacing a phone under warranty be careful they will replace it and charge you full price for it and if you send it back they will keep charging you for that phone and say they never received it. document every thing you do with them keep records and if you send a phone back have tracking put on it so you have pr00f they received it that's why they send you a box to send it back in so you cant track it. they will rip you off. your better off going to the store to deal with problems and get paperwork.

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6:07 am EST

T-Mobile USA fake sum for the fake membership

I checked my account recently and found out that the company Orange T-Mobile took some fake charge from me. I haven’t bought from them or signed up for something. I called to this company and the rep told me that I signed up for them and paid money for the membership. It was lie and I haven’t done it, but I have no proof and no idea what to do now. I wonder if there are people, who faced the same problem? I really need help or any useful advice. Please, post your comments and ideas. Thanks.

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7:18 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

T-Mobile USA purchased a brand new phone and getting a refurbished one for an exchange

I bought my first Google phone, Nexus 5 from T Mobile on 6/15/2014. Shortly after, I found the phone has some issues. (E.g. I am unable to answer incoming calls. The screen simply doesn’t come to life. The phone keeps ringing, but can’t answer it. The LED notification light can’t seem to be function properly. Pulse notification light is checked in settings. Sometimes it doesn’t light at all when an email or text is received or even when it’s plugged in charging. The other problem is not able to send picture texts. It works sometimes and other times it doesn’t.) None of the issues mentioned above is my expectation from a brand new phone that I purchased only for a couple of months since I started making complaints to T Mobile on August.

I went back to the store for a couple of times. On 8/26/2014, I finally got in touch with the store manager, Jocelyn Ruiz Pacific Common mall (Store location: 43813 Pacific Commons Blvd., Fremont, CA 94538) and asked her for help. She said T Mobile would send me a replacement since I am still under the manufacture exchange warranty. Then the replacement order was processed on 8/27/2014. After receiving the phone on 9/3/2014, I noticed the phone is a refurbished phone. I’d expected to get a new phone exchange for a brand new phone, which I purchased it and used it for only a couple of months. The phone was paid in full. I called T Mobile customer service and spoke with the rep as well as the manager and made a complaint about that. But the customer service manager told me that I have 14 days to change my mind if I don’t like the phone to receive a refund or to exchange for another device from the date I made my purchase. The 14 days period is long pass and they only send out refurbish phone for a replacement. I told the manager that it has nothing to do if I have changed my mind. This phone is simply malfunction and this is a recent purchase about a couple of months ago. I bought a full price for a brand new phone, not a refurbish phone. I would like either a refund or exchange a new phone. Of course, there’s no solution at the end.

On 9/5/2014, I went back to the store after work and spoke with a black sales lady at the store in T Mobile (the same store at Pacific Common Mall in Fremont, I forgot to get her name). She said she couldn’t help me with that. However, she suggested that I speak with LG manufacture directly or asked for extension to test out the replacement phone because I have only 7 days to return the phone in the exchange period. I took her advice and called LG manufacture directly.

On 9/8/2014, I called and spoke with the T Mobile customer service to get extension on returning the phone. so at least I will not end up have no phone to use. On the same week, I went back to T Mobile and spoke with the store manager Jocelyn again and asked if she could help me to resolve this problem. I asked her if she could either give me a store credit for it or please exchange me a new phone. She told me there’s nothing else she can do for me and suggested that I should call Google directly.

The following week, I called LG manufacture directly. LG customer service told me that I would have to go through T mobile if the phone was purchased from T Mobile. They are unable to help me or send me a new replacement. At last, I called Google and Google customer rep told me pretty much the same thing.

At this point, I am experiencing of being bounced back and forth from one company to another. No one wants to take responsibility of selling me a malfunction phone. A good reputable firm should stand behind its product.

This is totally unfair to a consumer who purchased and paid for a full price to get a brand new phone which I only used it for a couple of months, and then end up having a refurbish phone for an exchange replacement. If that is the case, I should have purchased a refurbish phone instead of paying a full price of getting a new phone from the start.

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latrenda
Charlotte, US
Sep 18, 2012 3:29 pm EDT
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several times i have called tmobile to make changes to my plan and have not been given the correct information resulting in a $800.00 phone bill and a $500.00 phone bill we have been customers for at least 6 years and this is the thanks that we get. Service representatives should be held accountable for not giving the customer all the information that is needed to assist us in making the appropriate changes to our bill.

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andreasaleh
North Hills, US
Nov 19, 2011 9:09 pm EST

T Mobile is using new menu on their automated customer service, make it really hard to try to speak to real human
This ### company has no consideration wasting people time by routing thru their idiotic system make people who want to talk to human customer service give or spend 20-40 minutes before speaks to human and keep asking same questions and I really wish stupid, ### company like this go down

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kickindog
fountain valley, US
Aug 23, 2011 9:15 pm EDT

Closed account and went to new carrier. New provider cancelled t mobile service for consumer. T mobile unethical practice is no proration of service charges for month when someone other than consumer cancels even if only one day of service charge full month. If consumer cancels they pro rate. Asked them to cite contract provision that allows this and they will adjust. Said it was company policy

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Praneeth Nalla
St Louis, US
May 27, 2011 9:45 pm EDT
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purchased a Nokia phone with TMobile service. Cancelled and paid the fee in full to TMobile directly.

I have been receiving phone calls and final notices from this attorney asking me to make a payment of $208.33. They claim themselves as some Credit Collection Agency.

Please help

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sheena stewart
Dundee, GB
Dec 30, 2010 2:05 pm EST

someone has hacked into my computer and is sending random e mails to my friends, they are not malicious but i feel my privacy on my computer is lost. i am not very computer litterate and i do have security installed, i am now wary of going on line as i dont know if this when the hackers can infiltrate my computer.help!

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,
Sep 16, 2008 8:50 pm EDT

T Mobile gives new meaning to lousy service. The pay as you go Nokia phone purchased recently cannot be activated and T Mobile has been completely unhelpful. After seven days and five calls to customer service T Mobile still hasn't been able to activate the phone. This phone is going back. Thank goodness there is no long term contract involved. Anyone who is thinking of using T Moble -- don't!

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J TAylor
,
Aug 24, 2007 12:00 am EDT

Supposedly a new Dash and it does not receive email and T mobile refuse to exchange it even though we had it for 2-3 weeks only. Unfortunately we just signed up for another 2 years. We are going to the FCC if we can not find relief. I talked to 10 of there support people and there is no word to describe what they sound like.

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wisdom101126
, US
Aug 08, 2009 2:57 pm EDT

The customer service provide no service, but only waste my time and money. It is the worst service I have ever experience!
I will never choose this service again, because I do not want to pay for such an awful system. If you want to practice your patiences and endurance, then go ahead to choose it!

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GM2000
, US
Sep 02, 2011 10:09 pm EDT

Hey, after visiting a T-Mobile Store my phone was cloned and international calls were made. Maybe someone in the store is involved in the scam. T-Mobile refused to investigate and, since, has charged me for everything but the kitchen sink. Don't use T-Mobile and if they merge with AT&T, don't use AT&T.

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Marcie74
Beverly Hills, US
Jun 01, 2011 1:29 am EDT
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Do not talk to then by phone, fax or email!

Do not sign for any mail, FEDEX, UPS etc regarding this matter either!

Do not beg the debt collector/ attorney to follow State and Federal laws- if they break the law trying to collect the alleged debt - then sue them!

It has nothing to do with you owing money - only the laws that were broken to try to collect money form you!

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10:41 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

T-Mobile USA t-mobile's unfair business practices.

Mid October, I transferred my T-Mobile account to my daughter, who was the user of the service. She had recently gotten married and wanted it in her name. The process was one of the worst I have ever experienced. The T-Mobile store, initially told us they couldn't do the transfers any longer, and we had to do this over the phone. We'll after over an hour of frustration sitting in the car attempting to speak to a non-native English speaking customer service representative, we were cut off. We then went back to the store, which was reluctant to help, but finally assisted us in getting us to the right person on the phone to make the transaction. Now, for the crux of my complaint.

When the transfer occurred, T-Mobile cancelled my account and established one in my daughter's name. No problem. They told me, they would close out the billing and send me a bill for the remaining balance. Again, no problem. That was mid-October. I received a bill on the 31st and paid it in person on Nov 2nd, as I questioned the amount. It turns out I was correct, the amount was wrong. I paid the remaining balance. No problem.

The next day, Monday, I received a notice from a collection agency for the incorrect amount. I called T-Mobile, and they indicated the balance was zero, paid the previous day. I called the collection agency and they too showed the balance zero, but did say T-Mobile sent this to them on the 25th of October. That was clearly BEFORE they sent me the final bill. T-Mobile sent my account to collection for the amount due, prior to even billing me.

Obviously this is not a reasonable business practice and I am in the process of filing a complaint with the state Attorney General, as this is outrageous.

In summary; a word of warning. I would avoid T-Mobile as a phone service company. The obviously deal in unfair business practices as a routine course of business.

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4:05 pm EDT
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T-Mobile USA no money back

went to T Mobile to connect my phone they connected my phone but after 3 days it stopped working so I took it back to T Mobile and they told me that they they did something that they couldn't fix it so and they lock my phone and now I have to go back again and they couldn't get it going so I cancel my Service and told me they were going to get my money. that was back on May up 2014 kn November 2014 and I haven't received my money back I have tried to talk to people off of different people & T Mobile but they could not

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3:11 pm EDT
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T-Mobile USA harassment

Yesterday my husband & I finally went into the t-mobile store near our home, he purchased a cell phone & we were done...so we thought. We've always dreaded going to this store. In the past we've needed to, but we'd rather drive far for decent service, their service has always been awful. Last night @ 9pm we both got calls from an unrecognizable number. Neither one of us answered, not only was it very late but we were also putting our kids to bed. After non stop calls my husband finally answered and it was Andrea. An irate t-mobile employee who was there when we were, accusing us of stealing a cell phone case, she stated she had us on camera AND threatened she would be calling the police on us if we were not in the store paying for it by opening time. I believe she said it was $32 and some change. Andrea, the rep didn't just cross the line by calling us after hours and accusing us but she was insulting, extremely rude and very unprofessional! Did not even give my husband the opportunity to speak & when I finally got on the phone she hung up on me! The whole situation was surreal! It was unethical unprofessional and just plain unbelievable! It was all so unsettling. If she truly reviewed the recording as she claimed to have done she would've realized how ignorant her assumption was. This lady either stereo typed us or is just an idiot! She clearly has no idea what she's doing if she had no problem calling us to disturb us late at night with such nonsense. I called T mobile to complain, spoke with Adam a supervisor who was of no help. He suggested I call the district manager for help, then proceeded to tell me he couldn't provide me with the DM's name or number. Really? He suggested I call the same store & try to get the DMs number from them but he didn't think they would give it up OR told me i could call another store nearby for it. We've been loyal customers for over 5 yrs, I've spent plenty of money there & this is the treatment we get? No one deserves this. This is bad business at it's best.
This has all been unnecessarily stressful and an extremely frustrating experience which not only kept us up all night but also affected my fragile health and has taken up a lot of our valuable time. There seems to be no solution in sight which makes it all worse. We deserve an apology, compensation and Andrea, the employee definitely deserves some sort of repercussion as well as better customer service skills. Perhaps training her would help since her irrational behavior seems to be a huge liability.

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Crow
, US
Dec 02, 2011 4:24 pm EST

I have been with tmobile for a very long long time (10yrs) And their customer service has become the worst in the last year.

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lulujane
Newbury, US
Jul 30, 2011 3:51 am EDT

I wish I new better staying with tmobile. After I constantly complains about over charged bills that I could not even understand, I cancelled my contract and was slammed with another bill that each time I
tried to clarify with customer service they would yes transfer me ten times coz they play games so you can give up and pay.

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ctfaudit
Germantown, US
Feb 26, 2011 4:00 pm EST

The DC Metro Area experienced a storm in late January. The rush hour took me 9 1/2 hours to get home from work. I had no service on my TMobile phone. I had to get out of my car and knock on windows to ask other drivers if I could use their phone. I wrote to the CEO in Washington and their response was they do not guarantee service and I still need to pay the $200 cancellation fee. Do not use TMobile service. They are awful.

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rachel zosaya
Torrance, US
Jul 07, 2009 8:08 pm EDT

about a two months ago i got charged for the texting i then text you guys to cancel the texting but i keep getting charged for the texting each month on my bill i cant get in touch with anybody with your company its all voice mail i text to stop texting and the response i got was u r not subsribed to our service or u have already unscribed if thats the case then why am i still being charged this is not cool you need to stop charging me

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Mary Joseph
,
Nov 17, 2008 6:04 pm EST

I received a letter stating that I owe this company money. First off I live in the state of South Carolina and this telephone was activated in the state of New York. I am persuing legal action and need some input on this situation. I see that I am not the only one having this same issue. If you would email me back with some feedback I would greatly appreciate your input.

Valerie
Valerie
, US
Sep 14, 2008 12:07 pm EDT

In November I switched my T-Mobile plan from a family plan to a Fave 5 Family Plan so I could receive two free airline tickets. T-Mobile was running a promotion if you switched to the family plan you would receive a free voucher for a ticket. I have been speaking with T-Mobile regarding when I would receive the free vouchers since February. I was told I would definitely have them by the end of March and would be able to use them by the middle of April I planned a trip to Vegas thinking I would use the vouchers. Well, I never received the vouchers and had to pay $600 for my tickets. I also had planned a second trip that was cancelled due to not receiving the promised vouchers.

I have been calling repeatedly and have talked with several people. Finally in July I received 1 voucher. Problem is as I have a family plan, I was to receive two vouchers. I spoke with the fulfillment center, TLC, who told me T-Mobile only has me listed to receive one. I had been speaking with TLC since April telling them that I should receive two vouchers never once did they tell me I was only listed to receive one.

I then called T-Mobile on July 10th and explained that I only received one voucher instead of two. I have been calling since on a regular basis. I keep getting told that this has been escalated to their business unit for a month now. I spoke with Matt at the end of July and received a call back from a representative who stated I would have my second voucher by August 11th. I waited until August 13th and called TLC to see if it was sent yet. They show no activity in my account since July 9th. T-Mobile never contacted them regarding my second voucher. I have spoken with Matt, Skylar, and Sam, all who have stated they would send this to their business unit to look into. I spoke with T-Mobile on Wednesday of last week and was suppose to receive a call today. When 5:30 came and I had not heard from them, I called. I spoke with Josh who stated Skylar called and left a message on my phone that they would call back on Thursday. I had my phone with me all day and Sklar never called despite what their notes state. I spoke with Josh today and explained my situation and he told me looking at my account it shows that my situation has not been sent to the business unit and he would do so. I have been lied to since March and have still not gotten the second ticket that is owed to me.

I am now planning my honeymoon and have planned on using these tickets once again. If I do not receive these vouchers, I will be out another $800. I was supposed to receive both vouchers by the end of March and as of August 18th I have yet to receive the second voucher.

I received my second voucher on August 26th and sent in right back overnight signature required. (Just under the wire of the 30 day advance requirement) I explained my situation to TLC and TMobile that I am using these for my honeymoon. I was assured that although the voucher states to put three destinations if I noted what it was for, there would be no problem getting the tickets. I called TLC to check the status of my vouchers today and was told as I didn�t provide the required three destinations it has been delayed and someone would get back to me within 60 days. I have waited since March for these vouchers and had I received them at that time I would have been able to request the three destinations. Since it took them til August I have paid for one trip cancelled another and now would like to use them for my honeymoon. I was assured that it wouldn�t be a problem but apparently I have been lied to yet again. I don�t have 60 days. I have 20 till I am married and need these for my honeymoon as promised. I can�t believe it is September and I am still dealing with this issue.

If I am unable to use them for this trip I will not be able to redeem these vouchers which is the only reason I extended my contract. It has been a long journey and I hope you can help me get one was promised. Please help. You can find other complaints regarding this promotion on the internet.

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butterfliqueen5
Orange, US
Feb 26, 2011 5:44 pm EST
Verified customer This comment was posted by a verified customer. Learn more

It's a given that not every cell provider will have service 100% of the time, it depends on where you are and where their towers are.

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GaelicEyes10
Boston, US
Jul 07, 2009 8:50 pm EDT

No one's going to respond to an e-mail like that by the way. It's horribly written.

Secondly, you have to go in or call to get your texting cancelled, as it is with all companies. Anyone can text T-Mobile from your phone, all they need IS your phone to do it.

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Kara Reopelle
,
Dec 01, 2008 12:21 pm EST

yes i am in the same bs with t-mobile when i payed them off 3 years ago then now they want 700.00 dollers from law offices mitchell n kay and they want me to pay at least 280.25 in 30 days and i am a stay at home mom on food stamps trying to get a job and they need to quit calling me every two days on the damn thing because that just pisses me off more to bug me about money to borrow from family i all ready owe money to and i am not borrowing money from friends

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T-Mobile USA misleading, misguiding, misdirecting, deceiving

I was sold a protection plan I was planned to used it today since my phone broke but when I called the T Mobile rep told me I had to pay a deductible but when I bough the phone and offered the protection plan they never stated that will be a deductible . This is what it shows in my T Mobile page "Premium Handset Protection--For complete piece of mind, protect your handset from loss, theft, accidental damage, and mechanical or electrical breakdown and enjoy fast delivery of replacement devices". and now they are saying I have a deductible but where does it say that in the message.

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T-Mobile USA worst customer service and bogus charges.

T-mobile is the worst experience I've had in a wireless carrier, they rob you blind by charging you more money then you agreed in your contract and they rob you blindly every month with 20$ restoration fee. Plus they have the worst customer service ever, they are rude, arrogant, and will hang up on you multiple times.
And they have been robbing me blind each month with bogus charges and service fees, I feel like this has been happening for too long to too many people and it need to stop.
WORST WIRELESS CARRIER/ CUSTUMER SERVICE

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T-Mobile USA double charge / cancelled order

A warning for anyone ordering on-line. T-mobile showed me their poor business practices before I even received my phones. I owe them a huge debt of gratitude for doing this before I was activated and locked in!

I placed an order on sunday, 08/10/14 for two phones and new service. I'm building credit, so I was charged a deposit and a portion down on each phone. No problem! I put in my debit card number and electronically signed my agreement. Total charges were $222. Monday (08/11/14) , I check my bank and notice that they only placed $156 on hold. I called t-mobile and was informed that they place a hold for any amount between $1 and the total amount when I place the order, then they will authorize the remaining amount when the items ship. Doesn't really make sense (Why not just authorize the entire amount to begin with?) , but that's fine with me if it doesn't give them issues.

Tuesday, 08/12/14, I log on to (Eagerly) check the status of my order to find it has been cancelled. I call and, after being transferred three times, the customer service rep tells me that my card was declined and they had to cancel my order. I asked them what amount they were trying to charge my card for that day and he states that they attempted to charge the full amount of $222 and it wouldn't go through. I explain to him that, of course, it wouldn't go through because they had already placed a hold on $156 in my account and the full amount was no longer available. I told him that I was told just the remaining balance of $66 was supposed to be charged and there was more than enough in my account to cover that. He told me that they typically "cancel" the hold and then just charge your card for the full amount and that he has never seen this be a problem. He also stated that once an order was cancelled it cannot be uncancelled, they would have to create a whole new order and charge my card for the full amount. I explained again that I didn't have the full amount because they had a huge chunk of it on hold. He stated the only thing I could do was wait for my bank to reverse the hold (Which he promised would happen within 24 hours) and then place the order again.

After the amount was still not released today, 08/13, I called the bank to see what kind of time frame I would be looking at and they told me it could take up to 5 business days for the hold to expire and the funds would be available to me the next business day after the expiration. So I am now sitting here with no phone and no ability to get one all because t-mobile couldn't just authorize the full amount and then submit that authorization for settlement.

On a side note - I did a search of "t-mobile order cancelled" and found several sites with strings of complaints about this very issue. Many of them were already existing customers and funds had been held twice.

Thank god it I didn't have enough funds sitting there for them to charge me again! I could just imagine my rent check bouncing because t-mobile decided to double dip!

So as of today, wednesday, 08/13, I still don't have the funds returned to my balance and I can't even submit an order for a phone line anywhere. The funds could be returned any time between now and next week.

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T-Mobile USA lies about service coverage

Tmobile talks a good game. But their service is so dramatically inferior to virtually any other carrier, it is like an obscene joke - on you.

We knew there would be no coverage at our home. The map showed coverage within a half mile. More like several miles. Our town of nearly 10, 000 people has literally a few locations where network coverage is available, at any speed. In the Portland metro area, 4G coverage is limited and in Salem, the state capital, mit is virtually absent.

If you are in rural areas, expect no coverage most of the time and no network coverage.

The only hope for Tmobile to improve this is for another carrier, one with bandwidth and service area to take them over. That apparently will not be Sprint or ATT now.

Dropping Tmobile. Phones are compatible with ATT service. My last trip through central California, Reno, Nevada and central Oregon yielded no cell coverage about 60% of the time. Navigation and internet was mostly useless, as there was no network coverage.

If you want cheap, then go Tmobile. If you want decent coverage, go just about anywhere else. A $500 cellphone is a handy paperweight without a decent carrier.

Finally, Tmobile reps in the store repeat lies and myths about their coverage. I had to resist speaking up when I saw new fish on the hook with fairy tales about how much better their coverage was than the big guys. What a pathetic bunch.

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T-Mobile USA insurance / customer service

T-mobil bad experience: after being with them for 5 years one of my daughters lost her phone, as I pay for insurance I called them; they disconnected her phone and authorized shipment of another. Same day "saturday" she found the phone, we called back they said to call on Monday as it was Saturday and the warehouse was closed. I asked her phone to be unblocked as she found it, they would not do it. They explained it was fraud and until I had proof the shipment was stopped... or they got it back they would not do it. Mind you the phone’s price was $150, their deductible was $100 so I told them they should just charge me another $50 and re-connect the phone. They would not do it, I expressed my discontent at the high cost of the insurance deductible, 2/3 the original cost. This is not doing a service to their customers. I had to call and say I was taking my 5 phones business elsewhere for someone to come on the line and say when I denied acceptance of the shipped phone with a tracking number they would connect it. All this happened on Tuesday 5pm; otherwise they would not have connected it until it got back to the warehouse on Thursday. Incredible inept even criminal way to treat their customer, oh yea, on Monday I called 8am as instructed by then the phone had shipped next day so again my daughter who is on the road all day with her own phone could not use it.

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T-Mobile USA refill failure

I have tried to refill my number for 4 times and they all failed.
Since the first fail, my husband and I have called t mobil more than 10 times about that.
I did everything they told me to do. I called the bank, I refilled by different credit card from different bank with different card owner, I refilled by calling *233. Those all failed. I asked them if anything wrong with my number, they said my number is ok.
The representatives, i am sorry to say, are helpless. They made me wait for long time, transferred me to another line, told me another number to call( which even didn't have representative and I was told it's free but the call charged my last 0.33 dollar), let me call other company. They can not even check there are refilling history even after I tell them the order number. I feel so strange, is there any procedure to deal with those unsuccessful refills, why they even can't check the basic records with the order number?
The thing makes me very upset and bothers me a lot.
I am now with no balance at all for more than 10 days. It's really inconvenient. I can't receive call or text. What about if emergency happens?

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T-Mobile USA customer service failure

The customer service at this store is terrible. Absolutely terrible. I used to love going to this store, except this time no one, and I mean no one, knew anything and no one bothered to help me purchase a samsung note 3 ($750+). Especially reagan - the so called manager - was so incompetent that she couldn't even remember what her sales associates told her and me. I was working with daniel (Dan) , who was very nice and accommodating. He called an lsr (The customer service that sales associates call) , and the lsr told him to call him back. Except after dan left, no one at the store wanted to call the lsr back, even though I asked politely several times. Finally, a different sales rep told me to call a csr (Customer service rep) , which I did, and I got my credit pulled, and they told me that they just needed a phone to activate, and wished to speak to a store rep to get my account ready to go. However, the first sales rep, jason, who spoke with the csr on my phone, was extremely rude to the csr, and ended up handing my phone back to me when the csr was in mid-sentence. Upon contacting the manager, reagan, she refused to speak to the csr, stating that the employees had to use the lsr line (Which she also refused to call back even though the lsr told the store to call her back). Reagan ended up asking me to leave, even though the csr had to wait for her for 10 minutes - a whole 10 minutes! I immediately called corporate and filed an incident report with several executive customer relations coordinators (Ecrc) , providing the store number (#0708) and the employees' names (Reagan and jason). The ecrc asked for reagan's employee id, but she refused to give it to the corporate customer coordinator. The ecrc then told me that a investigation would commence at this particular store for "customer service failure". I will continue to contact further corporate executives until I can get my problem fully resolved. I cannot believe the csr and the ecrc whom I spoke to had to apologize to me profusely and suggested that I tell my friends to not go to this store again. I am shocked at the lack of customer service they have, and I will definitely continue sharing it with everyone I know. I can't believe I was about to pay them $800 for a phone and plan when they can't even treat their consumers with respect. I will also be terminating my contract soon, since I have lost respect for t-mobile as a corporation. I do surely hope the sprint merger can help this lost soul.

Store information from:
State of california department of consumer affairs
T-mobile #0708
Assurant
11222 quail roost dr. Attn: licensing
Miami fl 33157

Registration s 15997
Receipt no. [protected]

Address:
3995 alton parkway
Irvine ca 92606

Valid until march 31, 2015

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T-Mobile USA unfair billing

I am becoming VERY frustrated with your company! I
cancelled my service in December and I am STILL experiencing horrible service
with TMobile.

I was told by TMobile supervisors that because of all the
issues I experienced with your company I could cancel my service and not be
charged a cancellation fee. I was also told that as long as I return my phones
my entire balance would be forgiven. I sent it UPS so I could have a tracking
number, 1ZA552X40309150387.

I
returned my phones mid February. I called to find out what the next step would
be. I was told, and someone also sent this in writing, that your company would
contact me to let me know what my balance would be. I was told that processing
the equipment would take up to 30 days.

I
never received an email from TMobile. I never received a letter from TMobile. I
never received a text message or voicemail from TMobile. The next thing I
received was a letter in the mail from a collection agency telling me that I owe
money. How is that possible when you never told me what my balance would be
AFTER the return of the equipment?!

I
called to find out why you never contacted me and was told to call the
collection agency. I called the collection agency and they said they don’t have
specifics about cases. I called you back for an answer and was told that
because you did not contact me you would retrieve my account from collections.
I called a couple of days ago and you DID NOT retrieve my account. In fact it’s
still in collections. And now I get an email that you cannot track down my
return.

I
think it’s bad business, horrible customer service and just underhanded that
you would tell me to return my equipment, wait 30 days, send it to collections
and STILL tell me I owe a balance.

RESOLVE

1--I
want my account taken out of collections since you never contacted me to tell
me you received the equipment nor did you contact me to tell me what my new
total would be after you received the equipment.

2—Considering all the mistakes, misinformation and horrible
customer service I want TMobile to accept my equipment and credit me for it
meaning I want a zero balance. I will not owe you any money for anything.

3—I want to receive, IN WRITING, that you have credited my
account and I do not owe you any money.

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T-Mobile USA account name change on a deceased

Worst customer service. My sister passed away on 11/27/13, we needed to cancelled her number for which I sent the proper documentation and no one can never find it. I took it personally to one of the branches. It seems like the operators don't record information appropriately, because every time I call I have to repeat this unfortunate history over and over again. My sister had my mother's phone number on the same account, reason why we needed to have the account adjusted and named accordingly. This hasn;t been possible, I been given three different emails, and apparently is a ghost department because nothing is ever done. Today I am going to pay for the unused line once again, and if possible take my mother's number to a different company. I was told I would get a credit on over payments, but with this poor recording and follow up that would be considered a miracle to see it.

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GGMA X13
Buchanan, US
Jan 30, 2015 10:17 am EST
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VESTA-ATT is making fraudulent charges, unauthorized charges, on debit and credit cards - even to people, like me, who have NEVER PURCHASED ANY ITEM OR SERVICE FROM THEM! My bank has filed fraud charges on my behalf.

Good luck to you.
PS: I've been a HAPPY Virgin Mobile customer for 7 years now.

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MkStItCh
West Seneca, US
Apr 08, 2014 3:05 pm EDT

It was a contract in your sisters name... If she passed away then just stop paying.

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mark t1969
Phoenix, US
Apr 07, 2014 3:01 pm EDT

Agree with manger for 126 dollars month, week later receiver emails bill for 258 dollars ! went back try nice to me and say they cannot do anything only reduce to 178 dollars! so i am send all phone back and will not pay it if they want take me to further who care! Hope people read this and do not trust T Mobile company.

T-Mobile USA Customer Reviews Overview

T-Mobile is a well-known mobile network provider in the United States. The company has received a lot of positive reviews from its customers. One of the most significant advantages of T-Mobile is its affordable pricing plans. Customers can choose from a variety of plans that suit their needs and budget.

Another positive aspect of T-Mobile is its excellent customer service. The company has a dedicated team of customer service representatives who are available 24/7 to assist customers with any issues they may have. Customers have praised T-Mobile for its prompt and efficient customer service.

T-Mobile also offers a wide range of devices, including the latest smartphones and tablets. Customers can purchase devices outright or on a payment plan. The company also offers trade-in options for customers who want to upgrade their devices.

T-Mobile's network coverage has also received positive reviews. The company has invested heavily in expanding its network coverage, and customers have reported good signal strength and fast data speeds.

Overall, T-Mobile is a highly recommended mobile network provider. Its affordable pricing plans, excellent customer service, wide range of devices, and good network coverage make it a popular choice among customers.

T-Mobile USA In-depth Review

Overall Rating: T-Mobile USA is a top-notch mobile service provider that offers a wide range of features and benefits to its customers. With its excellent customer service, extensive network coverage, competitive pricing and plans, diverse device selection, fast data speeds, and convenient billing and payment options, T-Mobile USA stands out among its competitors.

Customer Service: T-Mobile USA's customer service is exceptional. Their representatives are knowledgeable, friendly, and always ready to assist customers with any issues or inquiries. Whether it's through phone support, online chat, or in-store assistance, T-Mobile USA ensures that their customers receive prompt and satisfactory service.

Network Coverage: T-Mobile USA boasts an extensive network coverage that spans across the country. Their network reliability and stability are commendable, providing customers with consistent and uninterrupted connectivity. However, in some remote or rural areas, the network coverage may be slightly weaker compared to other providers.

Pricing and Plans: T-Mobile USA offers competitive pricing and plans that cater to various customer needs. Their plans are flexible and affordable, providing customers with options for unlimited talk, text, and data. Additionally, T-Mobile USA frequently introduces special promotions and discounts, making their plans even more enticing.

Device Selection: T-Mobile USA offers a wide range of devices, including the latest smartphones, tablets, and wearable technology. Customers can choose from various brands and models, ensuring that they find a device that suits their preferences and requirements.

Data Speeds: T-Mobile USA provides fast data speeds, allowing customers to browse the internet, stream videos, and download files quickly and efficiently. Their network infrastructure and technology advancements contribute to a seamless and enjoyable online experience.

International Roaming: T-Mobile USA offers excellent international roaming services. Customers can enjoy affordable rates for calls, texts, and data usage while traveling abroad. With T-Mobile USA, staying connected internationally is convenient and hassle-free.

Additional Features and Services: T-Mobile USA offers a range of additional features and services, such as Wi-Fi calling, visual voicemail, mobile hotspot, and device insurance. These features enhance the overall user experience and provide added convenience and peace of mind.

Billing and Payment Options: T-Mobile USA provides customers with convenient billing and payment options. Customers can choose to receive their bills electronically, manage their accounts online, and make payments through various methods, including credit cards, bank transfers, and automatic payments.

Ease of Use (Website and App): T-Mobile USA's website and mobile app are user-friendly and intuitive. Customers can easily navigate through the website to access account information, view and pay bills, manage services, and explore available offers. The mobile app offers similar functionality, allowing customers to conveniently manage their accounts on the go.

Transparency and Communication: T-Mobile USA excels in transparency and communication. They provide clear and detailed information about their plans, pricing, and terms of service. Additionally, T-Mobile USA keeps customers informed about network updates, promotions, and any potential disruptions through various communication channels.

Reliability and Stability: T-Mobile USA's network is reliable and stable, ensuring consistent connectivity for customers. Their infrastructure investments and continuous network improvements contribute to a reliable service that customers can depend on.

Customer Satisfaction: T-Mobile USA has a high level of customer satisfaction. Their commitment to providing excellent customer service, reliable network coverage, and competitive pricing has earned them a loyal customer base. Customers appreciate the value and quality of service they receive from T-Mobile USA.

Comparison with Competitors: When compared to its competitors, T-Mobile USA stands out for its exceptional customer service, extensive network coverage, and competitive pricing. While some competitors may offer stronger coverage in certain areas, T-Mobile USA's overall package of features and benefits makes it a strong contender in the market.

Pros and Cons:

  • Pros: Excellent customer service, extensive network coverage, competitive pricing, diverse device selection, fast data speeds, convenient billing and payment options, user-friendly website and app, transparent communication, reliable service, high customer satisfaction.
  • Cons: Slightly weaker network coverage in remote or rural areas compared to some competitors.

Recommendations and Conclusion: Overall, T-Mobile USA is highly recommended for individuals and families looking for a reliable and feature-rich mobile service provider. With its exceptional customer service, extensive network coverage, competitive pricing, and diverse device selection, T-Mobile USA offers a comprehensive package that meets the needs of a wide range of customers. Whether it's for personal or business use, T-Mobile USA delivers a satisfying mobile experience.

How to file a complaint about T-Mobile USA?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the required personal information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with T-Mobile USA. Make it specific and clear, such as "Incorrect Billing Charges by T-Mobile" or "Poor Customer Service at T-Mobile Store".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with T-Mobile USA. Include key areas such as:

  • Service Issues: Mention any problems with mobile service, such as poor signal, dropped calls, or data issues.
  • Billing Disputes: Describe any discrepancies in your bill or unauthorized charges.
  • Customer Service: Share your interactions with customer service representatives, including any unhelpful or rude behavior.
  • Product Concerns: Discuss any issues with devices or accessories purchased from T-Mobile.
  • Contract and Policy Disputes: Explain any disagreements over contract terms, cancellation fees, or policy misunderstandings.

Include relevant transaction information, the nature of the issue, steps taken to resolve it, and the company's response. Explain how the issue has personally affected you, such as financial loss or inconvenience.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as bills, correspondence, or screenshots. Do not include sensitive personal information like social security numbers or full credit card details.

6. Filling optional fields: Use the 'Claimed Loss' field to quantify any financial losses you have incurred. In the 'Desired Outcome' field, clearly state the resolution you are seeking from T-Mobile USA, whether it be a refund, exchange, or other specific action.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is reasonable and clearly stated.

8. Submission process: Once you are satisfied with your complaint, click the 'Submit' button to send your complaint to ComplaintsBoard.com for review and publication.

9. Post-Submission Actions: After submitting your complaint, regularly check your account on ComplaintsBoard.com for any responses or updates. You may receive feedback from other users or potentially from T-Mobile USA representatives addressing your concerns.

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