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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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T-Mobile USA reviews & complaints 710

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12:01 am EST
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T-Mobile USA aaa scam

I was told that I would receive 13% off my entire bill if I had proof that I was a AAA member. After signing up for this discount. A few days later my bill had split its cycle and I was being charged an extra 200.00 for a billing period in order for my bill to be printed out on the same days that the AAA members billing cycle is printed.

I asked them to change it back and i was told that the fees would only go up higher if I switched it back. The real SHOCK came in when i found out that my discount was only for the taxes on the data packages which was only $5.00 This is a royal flush scam and i am sure that AAA would not have anything to do with this scam!

Please don't fall for it. T-Mobile is misrepresenting that AAA discount to sell the discount plan. You will only end up paying more money in the end. The discount is not on your entire bill!

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GM2000
, US
Sep 02, 2011 9:54 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 the merge with AT&T, don't use AT&T.

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4:49 pm EST
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T-Mobile USA customer servive, billing

T-Mobile is by far the worst I have ever seen. The customer service is horrible. The website is only helpful if you want to pay your bill. I went out of the country for vacation and I got super overcharged. After not being able to reach anybody to help me explain why all the charges, I got so fed up I decided to just to pay and cancel my phone. That was on september, and I am still receiving bills from them.

I finally called and I was told if I don't pay the last 40$, it will just go to a "third party". I am so upset, I don't even want to type anymore.

I hate T-Mobile. I hope they go out of business. I really do.

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12:34 pm EST
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T-Mobile USA unauthorized withdrawal

T-Mobile went into my account and withdraw funds without authorization to do so. When I spoke to them about this they told me that I would not receive a refund because my bill would be do soon (a week out)

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alicia27
Canton, US
Nov 20, 2009 12:47 pm EST

You should go to directcomplaint.com and use the Cell Phone/Wireless complaint form, it's really easy and takes less then ten minutes to fill out, guarantee you will see that money.

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12:51 am EST
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T-Mobile USA ripped me off for$ 531. plus ; lie, lie, lie and fraud, fraud. fraud

tmobile sold me a 2 yr contract and I picked them for a free flight. the com. THEY chose as theri partner is a BIG scam and fraud, I type slow and I could write pages of what I have done so far to at least get my money bakc. they lie all the time. after making it impossible to fly at all and a person has to make changes to accomodate them then they send a different itneerary and they are totally and completely unreachable thru any means of media and T - mobile wouldn't help at all. they nver did a price match and I was told by muy credit card co. to dispute the entire amt. so I did. now the tickets have no value and U. S. air doesn't caare nor does T-mobile and tlc is going to get what they deserve a sI see complaints on them all the time on many site! they will fold and I hope I can sue them. they have caused me great stress and tears and cost valuable time. I lost $531 plus many other expenses and countless hours.

what do I do? I tried to reach the attorney general in Mass. (one of the states they are in and showas on my papers). no answer. I really am angry that out of 3 lg. companys noone will make this right with me and my child. so much for the free flight and our vacation. My # is [protected] if any pre law students can help or anyone has advice. I pray soon a class action lawsuit ensues. HOW DO I start this?
ms Mcarthur

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7:32 pm EST
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T-Mobile USA out of warranty fee

This is the letter I sent to Tmobile executive e-mail accounts I found on-line after 1 hour on the phone with regular customer service department, out of all nights on my birthday 11/05/09 :)

"Hi all,
My Name is Jasmin and I have been with t-mobile for few months now, I have 3 lines 586-703-XXXX; 586-662-XXXX, and 586-850-XXXX on my account working on 2 Blackberries and a regular Motorola cell phone.

The Motorola cell phone (586-850-XXXX) has been breaking down constantly and I had it replaced 3 times already. This last time I have sent in this phone to be replaced after I received the new phone I got a letter that the phone I have sent in was damaged and that my account will be charged $100 out of warranty fee, the phone was NOT damaged and I should not be charged this fee.

I called your Customer Service department and talked to the regular representative and a supervisor named Douglas employee ID 0840193 and they told me that there is nothing that they do for me. I also asked to for them to provide me the proof of this alleged damage, they said they can not do that.

It is not fair that after all the issues I had with this Motorola phone I get charged $100 for "damaged" phone which was not the case.

I was with Verizon for 10 years and have switched to T-Mobile to get good customer service and a good value. So far this is not what I have experienced.

I am reaching out to you for your help. I am asking for this $100 fee to be waived.
I will remain to be a customer and hope to stay with T-Mobile for years, if this issue is resolved.

Thank you in advance.

Sincerely "

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5:22 pm EDT
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T-Mobile USA customer service is rude

I called T-Mobile requesting a copy of the terms and conditions of my agreement and the specifics regarding my account. They told me that they would not fax or e-mail and that I must go to the store where I purchased my phone. I told them that I did my transactions with them over the telephone and have never used a store and if they can change modify or add new lines, etc. over the phone, they should be able to conduct my business electronically as well. I asked to speak to a manager and had the ugliest, rudest conversation of my life. "Johnny" told me that he did not like my tone and he was putting me on warning and that I could not speak with anyone else and too bad for me. As a long time, loyal, pay-on-time customer, I was completely disgusted at their treatment and do not recommend anyone do business with this firm.

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8:18 pm EDT
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T-Mobile USA unfair charge

My Dear Brothers & Sisters,
Today I came home from a long day of work & school, and in the top of my desk was an envelope from T-Mobile. It was the T-Mobile BILL that destined me to speak to you, It was the bill that made me speak out for all the average joes out there just like me who spend hours of hard work and sweat to make some money to survive and take care of our families. I have been with T-mobile for more than 4 years and regardless of their poor service, their rate plans are awesome compared to other service providers. But to see an outrageous billing statement from t-mobile was the last thing I imagined. I have always kept up with my financial things and when something is wrong I know.
T-mobile bill was $218.78, with the usage charges. I normally only play $116.83, for some of us this maybe a not a big deal situation but for me who don’t have lots of money it was a big deal. So I called T-Mobile and first spoke with Gena (T - Mobile ID: 1232754), she told me that the extra charges are for text massages. Then I was even more surprised because I have UNLIMITED TEXT massages, so she explained to me that I have made changes to my account on the September the 15, 2009, and that I don’t have Unlimited texting, but only 1000 texts, and that I have also changed myFaves voice plan. The problem was that I don’t remember changing my text plan, but I do remember changing my voice plan. So I told the lady that, and then she told me that’s what’s says in her notes and she can’t do anything about it. So I asked her can I please listen to the quality control recording that you guys have when I changed my contract and my plan, so I can just know I did that. She said she cannot do that. Then I asked her can you please help me with this situation because I didn’t know it was changed from unlimited to 1000 txt only. She said she cannot. This was so unfair situation even if I did change my text plan. Because they charged me $0.20 for each text over and additional monthly charge for 1000 text, it’s only like $8 more for unlimited txt plan which was $14. BUT THERE CHARGING ME ALMOST $100! So I asked her again can you just do something about this, review this see if there is something wrong. She said she cannot help me but to offer me a payment method. I was thinking how I can make such a mistake. Why didn’t I know I only had 1000 texts? It is not right! Charge me $10 more, so they will still get the money for unlimited, but why are they charging me almost $100, ridiculous! So I asked Gena that I need to speak to her supervisor.
Gena told me that her supervisor not going to make any changes because he already decided. Hmm! Shouldn’t you listen to what customers have to say and think a little bit, maybe t-mobile made an error, but NO! They rather decided to harass me and tell me that I made the changes so I had to pay. They didn’t take the time to at least consider me and just look in to the fact that I’m saying that this change was not made or that there was something wrong. So I spoke to Gena’s Supervisor Mathew (T-Mobile ID 1232278). From start he said he understands the situation but he can’t help me. There was nothing he can do. He says I made the changes and that’s why I have to pay. So then there I realized ok I’m F***ed and that now I have to pay for this.
Even though I have gut feeling it’s not right, I don’t have a problem paying for it if it was really a legit fee, but My friends, my gut feeling was right!  So after I ended the call with Mathew I stared looking more detail into the bill and started to flash back memories of the time when I made changes about a month back from today. Then I realized T-mobile did fuked up. Because whe I made the chages lady told me that the effects will be effective from October 7, 2009, but they made it effective from the day I changes the plan. So T-mobile did harass me to pay this for no reason. Then I wonder how many people out there same thing maybe happen. I knew then there that I have to tell people the story, but first I have to call t-mobile again and see if they can change the situation and give my money back.
When I called T-mobile customer service department I spoke to Michelle (T-Mobile ID 0150526), who helped me refund the money, but was treating me wrong with attitude while she helped me due to the comments left on the computer by the other two agents I have spoke to minutes before. Just as same she was not able assist me without even hearing my full story. So I explained to her that I made changes on the September the 15, 2009 and according to the text massages I have received on my phone from t-mobile the changes done to my account was to be effective on October 7, 2009. So even if they changed my text plan, I should have unlimited text till the October the 7th 2009. They didn’t provide me that, they rather charged me $100 for all the text from the September 15 2007 and on till today. She is telling me that only the voice plan changes were effective on October 7 2009, but the text msg charges are there because the text massage plan they said I changed was effective on the same day. WTF! Then I ask her why would t-mobile send me a text on September 16, 2009, 10:05 AM saying changes made on my account will be effected on October 7, 2009. And I recalled the lady that assisted me saying that too. I told Mitchell, and other agents I spoke to check the quality recording and see. BUT She still was not able to help me. I was done, I knew I have to take legal actions, so I asked her if there is any other way she can help me, because that this is not fair and not right. Well this is funny, because at this point I know T-mobile messed up and that why I was being charged and I have their own text messages sent to me to back it up. Then Mitchell put me on hold and comes back and tell me she try to pull something together for me and she talk to bal bal bla and that she can get me a 20% off on the bill. I never heard this form no one. I was LIKE NO! Because I’m not supposed to be charged! So I explain and get harassed all over again and she comes back and tells me she can give me 30% off the bill, so at that point I felt Like I was dealing with some con artists, and I told her NO! I told her I will not pay a penny for something that I don’t deserve, and if we she were not to help me with the manner that I will take actions against them legally, and that I will complain them to BBB, FTC. Witch I will do. Also I told them I’m complaining not just for myself but for other people, who are in the same situation just like me but might not have time to complain or take action. Then she put me on hold again and comes back, and gives me advice regarding how to manage my account, I didn’t get no apology for what they have done and hours of time they took out from me, and harassment, but then agrees to refund the usage charges which was close to $100. Then I asked her who have these decisions made, and then Mitchell tells me it was her supervisor Angi (T-mobile ID 3417970). So then I told her thanks for helping me, but that I’m very concern doing business with T-mobile and that I will complain and tell people about what happen because that it’s not ethically, morally right that you guys are doing this to people. Tricking people to pay these unnecessary hundreds of dollars of charges when they only suppose to pay like $10 -$20 more even if it’s the case of over texting charges. Be careful when you make changes on the phone and write down the people’s names and work id number that you talk to, because those are the only things that can back you up at the end. Always ask for the things in writing. Also Be careful when T-Moile say this is effective on this cycle date, but somehow other parts of your plans are affected on a different day. I’m just out here to let people know about what happen to me and hopefully people can help themselves or help someone else who maybe in the same situation, or just be aware. If you do have problems or unfair treatment you should always complain to better business bureau and FTC, and let the people and authorities know.

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9:07 am EDT
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T-Mobile USA selling defective phones

Back in the beginning of January I bought my daughter a side kick slider two weeks into it the phone shut off by itself and came back on doubling her contacts.

This kept happing over and over. Come to find out there was a malfunction with the side kicks and they stopped selling them. They clam that the problem was fixed and the started selling them again. As it turns out they didn't fix the problem and it is still happening.

They said they would exchange the phone but they couldn't promise the phone would be new it may be kind of new. I asked if they could just fix hers and they said they cant promise if they would be able to. This makes no since just because the 14 days are over they wouldn't make any promises.

I paid good money for this phone I think the only reason there doing this is cause they know the problem wasn't fixed. There has to be something I can do they only give you 14 days cause they know that this problem happens on most of these phones around the 14th day I just don't know how these people get away with this and how they can get away with taking your new phone and giving you back a used one. They know the problem with the phone they admitted to it they should be selling it.

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Alisgram
South San Francisco, US
Jan 08, 2012 4:09 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Agree, my granddaughter has TWO defective phones! They instructed us to send her phone in for fixing. The US Postal Service provided a tracker and states that it was delivered but T-Mobile can't locate it. She cannot be without a phone so we had to purchase another phone and it doesn't work either. There is no resolution to the first defective phone and customer service had the nerve to suggest that we mail in the second defective phone. The first one is under warantee but they claim never ot have received it despite the USPS tracker stating otherwise. Each call results in a hang-up. No supervisor or manager is "available"; no resolution is proposed. Unbelievable. The complaint process is also a mystery. We paid way too much money for two defective phones. I am disgusted.

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2:52 pm EDT
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T-Mobile USA sidekick outage, no resolution, shoddy cs, $200 cancellation fee, refusal to speak to supervisors.

Ok just quickly posted this on their forums:
I am at wits end at this point. I will be posting negative reviews on every review site I can find. I will also be discouraging any and all friends/family from joining t-mobile.

I have been a loyal customer for 6 years. I have a near flawless record with this company. And i'm being treated worse than a potential new customer.
I have no contacts. My sidekick has been virtually unusuable for almost a week. No resolution is in sight. I have lost the ability to contact anyone, by no fault of my own. I am not getting the service I am paying for. My time has been wasted. I have had to clock out of work to talk to csrs, wasting time and money. Yet I am expected to throw money at tmobile for service I am not receiving. I have no way to contact my so who is on the otherside of the country for an entire month for work. I could not contact my friend to wish them a "happy birthday" on their birthday monday. And another on tuesday. I can not email clients. I could not contact my manager to let her know I would be late in to work because of car issues.
(Fudged a little, obviously)
And yet i'm being compensated $35? Oh, sure. Thirty-five dollars totally makes up for loss of social and work life. You're right. And yes, a snotty attitude from a csr when I call to speak to a supervisor is totally in order, you're right yet again. When the same csr refuses to let me speak to a supervisor, then informs me you already provided me with $70 worth of refunds, I should be clicking my heels in joy, not even mentioning that the first half of that refund was a courtesy credit because someone on your end submitted a refund form twice for something that wasn't even my fault and has nothing to do with the sidekick outage in the first place. This is what you expect?
Let me tell you what I expect, tmobile. I expect a phone that works. I pay my bill on time, and I therefore expect to get the services I am paying for. I expect that when services can not be fufilled, alternative options be explored. When these options have been exhausted, I expect to be released from a contract that you, tmobile, are not withholding without charging me etfs. I have absolutely no problem paying for the service in which I did use. I think that is perfectly fair. I have suggested this, but the csr I spoke with refused to let me speak with a supervisor.
Steph ‎ (1:35 pm):
I am failling to see how this is fair. I am also failling to understand why I am expected to withold my end of the service agreement when you, tmobile, are not upholding your end of the bargain. I am paying for services. But I am not getting the services for which I have paid.
T-mobile, I was happy with your services for the past 6 years. Despite the phones I had to send back multiple times because they would not work, despite billing errors and other minor outtages. I took it. I stuck with ya'll. You have had excellent customer service. I, having experience as a csr in my life, have been nothing but kind and patient with your reps. Now I am being treated like someone who just walked in the door. I am appalled by the shoddy service, tmobile. Tenure means nothing to you.

As I stated, I will be posting my experience and my opinions on every website I can access. People need to know. I sincerely hope a $200 cancellation fee is worth it to you.

Best regards, stephanie

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Adrienne Mater
,
Sep 11, 2007 12:00 am EDT

I am so irate I cannot even go into detail right now. Terrible service! I was promised it was be as good as my former carrier. NOT AT ALL. Billing is always a problem and I drop calls on the interstate. Reception is so bad I can't even communicate with customer service from my home IN THE CITY. It will be a pleasure to pay the exorbitant cancellation fees and be done with this irritation for good.

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Sunnybrk
Joppa, US
Jun 17, 2011 4:17 pm EDT

We renewed the 2 year contract, with new phones, about 5 weeks ago. I had reservations due to what we felt was extremely poor customer service before and was leery of them again, but we decided to give it another try. We received a defective phone for our son right off the bat. When I contacted T-Mobile, they assured me it would cost us nothing to return it through UPS. I did and was charged $13.00 & had to fight to get refund credited on the acct.

I had to argue with them to refund/credit me the cost. Finally they did. Now, my phone just stopped working out of the blue. It has not been near water, heat, or damaged in any way. I'm always very careful with my cell phone. I can't turn it on at all. I took out the battery & SIM card & put them back in and still nothing. These are brand new phones. We shouldn't be having this problem.

Then they charge me a fee for returning the phone. I told her we shouldn't be charged anything for returning a a defective phone. I finally had to agree to it in order to get a replacement. Then, I find out the replacement is a REFURBISHED phone - not a new phone! I told the rep, since I'm being charged for a new phone, I expect the replacement to be a new phone! I said I have never been informed of that, either before, or when we renewed the contract. She refused to do it and is still sending a refurbished phone.

THEN, I'm told if they find any damage at all, I'll be charged the full price for the returned phone! Well, I informed her AGAIN that there is no damage whatsoever. I also informed her that I'm documenting this contemporaneously because the company could say anything they like. I told her if they "find" any damage, I'll strongly contest it and file consumer complaints! I decided to go ahead and file anyway to protect myself somewhat. At least it's in writing in public. I don't trust them one bit!

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lew1
Edina, US
Jul 12, 2013 3:13 pm EDT

I cancelled a phone line last August, but have been billed for an additional 10 months as the line was never cancelled (notes in their system indicated it was supposed to be cancelled, but no one did it).
In addition I have noticed 9.99 monthly charges on all three lines. I am told they were third party charges and only after I asked to speak with a supervisor did the rep agree to give me a 100% refund. The rep said "do you remember getting a text from such and such a number?" REALLY?
I had asked to have the lines blocked several months ago and that too was documented but never done. So, even if T-Mobile is trying to improve, there people, systems and training are not functioning. So long T-IMMOBILE

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subnormalmagazine
, US
Jul 19, 2013 3:36 am EDT

T-Mobile fraudulently tricks consumers into 2 year contracts, stating services will be provided which are not, and billing for services which are supposed to be free and refusing to correct the matter. Beware of this scam company, stay away.

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Leszek Chudzinski
Shoreline, US
Aug 09, 2013 3:58 pm EDT

I have been a T-Mobile customer for 6 years and until they "appropriated" the remainder of a whopping 900+ of my prepaid minutes, things were fine. I called to have the service renewed for another year but was told that the minutes on my accound had already expired for I was 2 weeks late. True. And then they told me that there was nothing they could do and if i wanted I could buy more minutes and then, and only then, I could use my phone. Well, that rubbed my the wrong way for I realized that I had been with a wrong company; not with one that would take care of its customers and smooth little things over to make a long-term customer happy but with the company that was ready to pounce at the first opportunity to hit its customer where it hurts. And it did. And so they lost another customer. Not a big deal. Still, the aftertaste remains. Will I ever consider T-Mobile again? No way. I can only take me for a ride once.

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Tamakko
, US
Jun 24, 2010 6:56 am EDT

I signed up a few months ago for a flex account with T-mobile and decided today to cancel the non-contract account because i would not need a cell phone for the next few months. T-mobile charges bills a month ahead and i was billed for the time between the 29th of may and the 29th of june on the 25th of may. I called them on the 7th of June to cancel my account and was told that i would not get the pro-rated time between the 7th and the end of the month i already paid, talked to supervisor and was told the system would not allow any refund.

I was obviously upset of having my money being taken for a service i didn't need anymore . They canceled my line right away, which i didn't want since i was told i already paid and would work until the end of the month and since nothing could be done, might as well keep the line i already paid until the end of june.

Realizing the mistake i called right after and ask to re-activate the line and was told by an agent that he could do that but would be charge automatically for another month of service. Simply unbelievable, T-Mobile has basically put in place a system to maximize profits on people canceling lines, even on non contract ones .

I am married and have three kids and they have lost thousands of dollars from me in the long run over 25 dollars they could have refunded for a pro-rated date.

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nathanjay9
Chula Vista, US
Jul 06, 2011 7:10 am EDT

so basically I got screwed from t-mobiles phone insurance which I advise everyone to not get, its a huge waste of money and the biggest scam. I have been paying for my mytouch 3g insurance for over 16 months now which is around 10 dollars a month, recently the mytouch broke so I have been using an old G1 for the past month. when I contacted the insurance people to get a new mytouch they said in the fine print it says they insure the phone that is currently being used at the moment. Basically I would have to pay for a new 130$ G1 which is an old and obsolete android phone and my current phone. T - mobile sucks and I advise the people getting a new line for cell phones to not choose T-Mobile because they put too many loopholes in their contact that end up costing you unnecessary money. if not cancel your insurance plan its a Scam!

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Nadine_13
Heath, US
Jul 09, 2012 9:57 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

We have been with T-Mobile for 8 years and now want an early release from our contract. Our daughter is currently overseas, and before she left I contacted T-Mobile to find out the best way to have her be able to call/text anytime day or night. I was told to get the International plan for her line. I did so, then the first week of July received a call from their marketing department because they noticed such a huge increase on our bill. Marketing realized that when the representative added the international plan to her line, they cancelled our unlimited text plan, hence the large bill. I was advised it would be reversed and I was told by another department I was then transferred to, that we didn't need to have the international plan for her line because the plan we had would allow her to call and text and it would just pick up the other roaming companies overseas. I specifically asked more than once if there would be any other fees/charges associated with that and I was again told because of the plan we had, no. I approved the change and figured everything was fine...until we went online tonight to pay the bill. The bill was extremely high, so I called T-Mobile. To make a long story short, I was told I was "misinformed" about the plan I had set up for my daughter, and because I was, they would reverse the charges for roaming through today, but the remainder of her time overseas we are expected to pay the roaming charges! This was NOT the plan I was described, NOR what I agreed to! We have been told by 2 supervisors basically sorry you were misinformed, but now you have to pay for THEIR MISTAKE! Are you kidding me? I agreed to change my plan and now I don't get that plan and I have to pay additional fees! Tell me, isn't that fraud? Tell someone this is what your getting, then oops, sorry, you're not getting what you had agreed to, AND you need to pay MORE! Then they refuse to make it right...that is the icing on the cake! How can I trust anything they say? Why would I want to stay with a company like that when there are so many more that are begging for us to switch? I am dumbfounded by their lack of customer service and wanting the consumer to pay for their errors...

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Ana2
New York, US
May 28, 2013 12:00 pm EDT

I am actually going to get a new Mobile Phone just so that I can start using a different Mobile Provider because T-Mobile is aweful.

First, they told me and a witness that if we paid $60/month we would have free national and international calls. This turned out to be a lie, which of course we only found out AFTER we had paid the $60. The international calls are restricted to certain countries, which they did NOT tell us when we asked them and paid for it.

Second, after the first month, I got a $2/day deal, and paid until the 29th of May. Well, today is the 28th and I just tried to make a call and was told I do not have sufficient funds to make a call, even though I've paid until the 29th (with the 29th included). SO now I will have to go back to the T-mobile store again to sort out the matter, but frankly I've had it.

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YOKAHUNDE
Denver, US
Aug 06, 2009 5:57 pm EDT

My sister bought me a phone in late 2017 it was a sidekick we were not going to have internet on it. But no one thought to mention to us that if the sidekick dosent have internet on it then every time the phone turned off it would delete everything I had saved. At first the phone actually had internet even though we had asked that the internet be taken out and i bought two songs and paid my sister for it and after two days i turned my phone off and when it turned back on it had deleted everything and when i called t-mobile to complain they explained to me that without internet it would keep doing that even though there was internet that month and we had to pay for it. so my only options were to either pay an extra $25 a month or make sure the phone dosent turn off . I decided to make sure the phone dosent turn off and that worked until about 7 months into it when the phone started to turn itself off and I kept loosing all my numbers and i called to complain about numerous times over a 6 month period but they wouldnt help me and from there it just kept getting worse i would get texts 3 days after they were sent if I had a missed call it wouldnt even show sometimes it even wouldnt ring. I finally got in touch with T-mobile and it seemed like they were willing to help and they asked me to send them my phone and i would get another one from them and i remember asking the guy if they were going to send me my phone back or another one and he insisted that it was going to be another one and when i asked how long it would take he said it would be 2-3 days after they recived the phone itself and i agreed to it and i sent him my phone the next day and they got it 5 days after I sent it and 5 days after they got it I still did not have my phone and when i called to check what was going on they claim that they had not recieved my phone but i had a tracking number and when i gave it to them and they checked it out themselves they agreed with what i had told them. but thats when they changed the story and told me that i would have to wait another 10 days just to figure out whats going on with my phone or to get it back and I wasnt going to get the new phone I was promised instead they were just going to fix what they thought was wrong with my phone and because it took so long for them to actually even help me my waranty is almost over and by the time i get the phone back it will be a few weeks left so if something else goes wrong again then that is going to be on me which I think is unfair because my sister has been with them for 5 years ive had my my line for 2 years our bills are always on time and they pretty much will collect our money but they wont do what is right there are all this rules protecting them well who is supposed to protect us from them?

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T-Mobile USA salesman

I dropped my phone in water and took it to T Mobil for repair or replacement. The salesman wanting to make a buck so he said most people don't buy a replacement phone they just add another line on their account and they can get a new free cell phone.

The Kicker, the salesman said my phone was $200. to replace. When I said I'd look at the other phones, I saw mine was $89. not $200. to replace. The salesman just wanted to make money adding a line to my plan which would have cost $240. When he saw I wasn't going to fall for his little scam, the service went straight down hill. I couldn't get the new phone to work and he didn't really care. This happened at the Rosecrans and Midway Drive Store in San Diego. Bad Service and Sneaky Salesmen.

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T-Mobile USA deceptive sales rep/manager

While attempting to upgrade my cell phone with T-Mobile, the sales associate (which was the manager) inform me that I am eligible to add an additional line for $9.99 a month, receive a credit for my $35 activation fee on my bill and receive a mail-in rebate for my phone, however when reviewing my bill, that was definitely not the case.

My bill came to over $220 including an additional line for $39.99 and an activation fee of $35 without a credit. To top that off, T-Mobile refused to accept my mail-in rebate stating I didn't purchase the upgrade within the specified upgrade dates. WTF? The sales associate was the person that gave me the rebate paperwork and prepared all the documents to be mailed in and I mailed it in well ahead of the postmarked date of 31 Oct 09.

I contacted Customer Service (611 on my cell) and was told that they couldn't do anything about it and I needed to take my contract to the nearest T-Mobile store to verify my contract stated as such. Regardless that I have been with T-Mobile for over 5 years and never had an issue with paying my bill. I did as they instructed and was told by a very incompetent sales associate that they couldn't do anything, only Customer Service could rectify the situation. Unacceptable! Now I'm sitting here with a bill over $220 and no T-Mobile rep will do their damn jobs. I'm not taking this likely and will take this as high as I can.

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Tashamighthave81
Boston, US
May 07, 2011 11:26 pm EDT

You can contact www.bbb.org to file a complaint if they can't help you try to take it to the FCC Federal Communications Consumers Breau. I hope this helps you

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T-Mobile USA misuse of personal info from salesperson

i have only been with tmobile for a few months, and i got two phones.one for me and one for my girlfriend.when i went to monitor our service her line only showed her number for all calls and messages.like she was talking only to herself.i went to the store and the sevice rep who helped us looked into it, he said that there was no block on the line, and the line was suprisingly fixed after that visit.but then my girlfriend got an e-mail from the employee that i had the info unblocked.i dont know how many of your employees are secretly fixing phones for women for secrecy, so i do not know who to report this to at the store.now if he is in communication with my girlfriend like this, i have to believe that he is using my information against me to get with my girl.i know all this because she showed me the e-mail.i know who the party is, and if it continues i will take matters into my own hands.i want you to treat this matter as if there is more than one person doin this, because i dont know.but i do know this action was not given permission by me.he is not supposed to be able to activate my (i repeat, )my account without my permission, or my security code, (which only i know).how has your company allowed this to happen?i wish my personal info to remain unknown.as this employee is well educated (apparently)with computers, and i dont want my credit to be slammed by him.i repeat (all information that i gave this sales rep, was supposed to be confidential, not to be used against me.

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Sep 20, 2009 9:30 am EDT

my name has been filed with my complaint on the blog page.as i was told such info would be blocked as private info.

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T-Mobile USA deceptive business

I purchased a new cell phone and upgraded my service in in June or July of 2009. I received a bill in July for over $100 which was in direct contradiction to what the cell phone sales person told me(unfortunately I didn't start saving these "erroneous" statements until later). The reason that this complaint is directed at T Mobile is that, when I called to find out what the charges were for I was told by a representative that the statement was sent out in error and I in fact had a $0.00 balance. I received another bill in July for $52.53 and again I called T Mobile's customer service line only to be told again the statement was sent erroneously and that I still had a $0.00 balance. I received another Statement in August, this time for $82.98. This time I began taking the names of the representatives I spoke to and it was Carlita who told me I still had a $0.00 balance. Today I received another Statement for the $82.98 and called to complain about constantly receiving erroneous bills only to be told by Brian that the charges are valid and have always been valid. As it turns out, after I bought my new cell phone and upgraded my service I was being billed for service from my "old account". It was never explained to me that I had an "old account" and I had no reason to believe that anything other than a new cell phone and service upgrade would be integrated into my already existing account. In fact as seen in the aforementioned dialog, even the representatives at T Mobile were unaware that I was being billed for two separate accounts and thought that my statements were all in error. Believing that this is an unfair business practice, I spoke to a supervisor named Denise who not only refused to help but was also aggressive and talked over me. I am of the opinion that the financial hardship I'm going to incur from this ordeal are the direct result of deliberately deceptive policies instituted on the executive level. Denise's rudeness was probably her own fault.

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GM2000
, US
Sep 02, 2011 9:59 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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T-Mobile USA charges to account after it was closed

You have appearantly been hired by T-Mobile to collect on charges incurred after I closed my account.
The day I was no longer bound by a contract with T-Mobile, I transfered the primary number ending in 4877 immediately to a vorizon account and dropped service to the second phone 4878 entirely at the same time. I no longer held a contract of any kind with T-Mobile, the account was closed entirely. No T-Mobile service of anykind to either number. No account of any kind with T-Mobile open in my name.
One month later, I receive a bill from T-Mobile for charges on the 4878 number incurred after I closed the account.
After much bafflement and research, I got to the bottom of it.
A T-Mobile agent in a Mall outlet had coached the individual holding the now non functioning 7878 number on how to avoid paying a $200.00 deposit she could not afford for her own T-Mobile account. If she could give him my Social Security number, he could restore service to the 7878 number.
The individual being young and ignorant did just that. Upon returning to him with my SS#(acquiring it without my knowledge or consent), the agent reopened the account in my name, without my consent, for an individual he knew was presenting a Social Security number belonging to some one else. This was a highly fraudulent transaction, encouraged and perpetrated by a T-Mobile agent. I emmediately contacted my attorney who addressed this issue twice with T-Mobile. It was our understanding the matter was closed at that time, and I was not responsible for the bill incurred after I had closed the account in its entirety at the end of my contract.
Why this is still an issue is beyond me. Should T-Mobile persist, I will once again acquire an attorney, ultimately at T-Mobile's expense.

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Kelly Lippold
Pearblossom, US
Apr 20, 2011 8:41 pm EDT
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I also am getting charged after the account is closed. The reasoning is because even though my service was month to month I changed cell phone companies in the middle of a billing cycle.

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T-Mobile USA poor connectivity / inaccurate bill

My current bill with T-Mobile, I believe, is improper due to the following persistent, recent service problems:

1. My daugther, who recently switched from another cell carrier to my T-Mobile family plan and had no service problems with her previous cell carrier, states the following concerning her T-Mobile phone service:
"The problems I've been experiencing with T-mobile have been outrageous. Within the first week of coming on to my father's family plan (just him and I), T-mobile managed to 1) mess up my order, 2) charge my dad for 3 extra phone lines, 3) send my phone to the wrong address, 4) didn't inform me that it could only have been sent to my dad's (billing address), and 5) be rude to me when I called to complain about their mistake. It took awhile to actually talk to someone that heard me out and actually fixed my problems.
As if that wasn't enough to make me dislike T-Mobile, I started using my new phone in my room and noticed that the service is so poor. This shocks me because before using this phone in the exact same room I was using an AT&T phone, and the service was PERFECT. Since I have switched to T-Mobile I have experienced poor service in the SAME ROOM, barely receiving 1 bar ever. I'll try to make a call and it won't let me, saying "no network" or "emergency calls only". This means that there is no signal, so my choice is to either press the send or call key until it actually goes through (which is usually about 25 times if it decides to work) while waving it around the room to find a signal, or walk all the way upstairs to where there is at times service. This problem prevents me from receiving calls and texts, either never or hours later from when they were sent.
My point is, since I switched plans, I have been, 1) paying more with T-mobile, 2) experiencing poor/no service, 3) conversing with RUDE employees who are no help and do not know anything about their company-- one man actually told me that the phones are sent to an address already activated, and that there is no number to call to activate the phone.. which is not true at all, because a different T-Mobile employee told me that is ridiculous and false, and that no cell phone company does that for security reasons. Therefore, my overall experience with this company has been HORRIBLE. I have never been so unsatisfied with a cell phone company in my life. And there is no excuse for having all around bad service when other carriers can pick up a signal in the exact same room, at ALL times. If there really isn't a way for the T-Mobile company to fix the quality of their service, they should reconsider their prices and inform customers of the poor quality before they decide to pay the type of money you ask for in your plans. "

2. I (the father, and one of two people, including my daughter, on my T-Mobile cell family plan), have experienced the following during the past two months: 1) poor international service where I would dial many times 5-20 times to connect, and I was charged for dropped or missed calls. I would call Customer Service and many times my pleas fell on deaf ears. My current bill is inaccurate because my international calling was not working properly, as I had to often repeatedly dial the same number, and I frequently experienced a dropped call while the phone rang. Also for a period of 2-3 weeks I was not receiving my international texts; it is fixed now. Furthermore, at home I have normally only 1 bar, and about 10% of the time I have zero bars and can't call anyone on my cell phone during period. On rare occassion I have two bars at home, but I can't recall any times when I have 3 or more bards at home.

I was recently also told by a T-Mobile supervisor named Angel that someone would return my call within 72 hours, after I complained about the above, but no call was ever returned in that period.

At this point my next step is to write to Customer Relations, and if my current bill isn't adjusted per the issues above, then I have no choice but the eventually seek another cell phone carrier.

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AJ Lepire
Fredericksburg, US
May 15, 2013 7:19 pm EDT

We called T-Mobile the day before our contract was up with them to be sure of when we could actually change plans due to the fact we didn't get service with them 1/2 mile from our house. We were told that we could change plans the next day. We just got a bill for $160; and we cancelled the day we were told our prior billing cycle was up. We're now told we had to give them 30 days notice. WE CALLED the day before and were TOLD by T-Mobile we could change plans the next day! This billing is completely unfair. We asked them and changed plans the day they told us we could without incurring anymore charges!

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Harvey Norman
, SG
May 15, 2013 7:46 pm EDT
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Will avoid HN in future.

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T-Mobile USA consumers being robbed for living in us

To Whom It May Concern:

I am sick of getting the shaft from cell phone companies because I live in the U.S. If one looks at what some companies (some of which do business here) offer in other countries, U.S. consumers are getting robbed. I understand there are different countries, different regulations, and all that, but that doesn't mean I should act like I'm being done a favor if a phone is "offered" to me at $200-$400 along with another huge fee of about $30 a month EXTRA to use just data features. Things are getting worse as companies like T-Mobile and ATT move forward making data plans mandatory, even if the phone isn't an offical 'smart phone'.

If one goes on the T-Mobile UK site ( http://www.t-mobile.co.uk/ ), they will find top phones with the best technology for free. Many of the phones are not even offered here, but the ones that are cost hundreds of dollars. The contract on the UK site? 18 months. The required plans? 30-50 pounds, which includes minutes, texts, AND internet. Even with the conversion that's less for some of our provider's prices for just minutes.

I don't know the specifics on why there's such a dramatic difference, and if it has to do with government and regulation, but if this is the case, it bothers me that our government doesn't follow suit in what looks like a very advantageous case for the consumer. It also annoys me very much that a company like T-Mobile is able to come into this country and bleed consumers dry compared to what is offered in other countries.

I wish people would come together and challenge the providers on this. I know I speak for a number of families who find cell phones essential but are getting robbed when you compare the rates, data, and phone prices compared to other countries. We should use the internet and this information to our advantage, just like businesses adjust when they see their competition have different prices.

I will close with a few examples:
http://www.t-mobile.co.uk/shop/mobile-phones/price-plans/pay-monthly/combi/18mth-combi-30-free-webnwalk/blackberry/curve-8900/overview/
http://www.t-mobile.co.uk/shop/mobile-phones/phones/pay-monthly/sony-ericsson/w705-bluetooth-game-controller/overview/

Thank you very much for your time! I hope to send this letter and information to congressmen, cell phone companies, the FTC/FCC and media in hopes that someone spreads the word and takes action

- An American consumer getting the shaft

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T-Mobile USA fake email received

Customer Services
Head Office
T-Mobile (UK) Ltd
6 xxxxxxxx Way
xxxxxxxxTechnology Park
xxxxx
xxx3 xxx
United Kingdom.

We bring to your notice your winning prize from T-MOBILE BONANZA held through Internet ballot System among 25, 000 Microsoft users.

You are hereby entitled to 500, 000 GBP (Five Hundred Thousand Pounds) winning no: 7230.

To file for your claim, Please contact our customer services for validation.

Endeavor to email them the following information’s for immediate Processing:

Full Names:
Address:
Sex:
Age:
Country:
Phone no:
Amount Won:
Winning no:

Please send these info to our T- Mobile Bonanza claim Agent below:

Mr. Johnson Wright
Email: [protected]@xxxxxxxxx.com

Congratulations once again from our members of staff and thank you for being
part of our promotional program.

Send us an email When completing our forms please remember to include your
T-Mobile Winning no. to help us assist you with your winnings.

Best Regards,
Sward Brown.

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Algonquinjcalhoun
arlington, US
Mar 26, 2010 2:55 am EDT

Uh, you won. You really won, you burk, and didn't claim it. What a daft ###.

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T-Mobile USA termination of service

I had T-mobile for just about a year and I signed up for 600 minutes a month and 100mb of internet and my monthly bill was 68.94 a month. I don't use the cell phone much ( on average 15 minutes a month ) and in July I was sent a notice from T-mobile saying my service was being cancelled on 8-18-09 because of a large amount of roaming eventhough I had only use the phone a total of 16 minutes in July. Well on 8-18-09 I figured the service would be stopped but it wasn't so for the month of August I tried not to use the phone anytime it was roaming and my total roaming for this month was 1 minute. I got a letter from them 2 days ago saying again that my service would be cancelled but this time it was for 9-18-09. I called them and asked how 1 minute of roaming time was enough for them to cancell me but all I was told was they were within their rights to cancell my service for ( any ) reason so I had them shut the phone off. For anyone thinking of getting T-Mobile think hard and try to get someone else.

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T-Mobile USA fraudulent debit charges

vesta has charged my debit account for $10.60 for services--i've never even heard of vesta--the charges were made via web--this is fraud and i demand my money credited back to my account

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Vesta eCustomer Support
, US
Aug 25, 2009 1:20 pm EDT
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Vesta processes millions of prepaid recharge payments each month on behalf of telecom companies and their customers. We continually monitor orders for unauthorized or fraudulent use of payment devices, and actively work with customers to resolve any issues or disputes promptly and fairly. This is evidenced by our “A” rating by the Better Business Bureau.

If you have questions regarding a charge from Vesta on your credit card bill or bank statement, email ecustomersupport@trustvesta.com
or call toll free [protected]. A representative will be glad to assist.

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T-Mobile USA contract scam

I went to the tmobile site ang signed up for a monthly-billed flex pay account. I asked 4 different representatives to be sure that this was NOT a contract. Each assured me that it was simply on a month-to month basis no strings attached. So tell mw why is it when I went to cancel they said it would cost me 200 dollars to cancel my contract?

Contract? I signed NOTHING and
I agreed to NO CONTRACT

The representative said that I agreed to a 2 year flex pay contract by ordering a discounted phone. I don't see that information written even in the tiny print anywhere on my order form or any paperwork.

What can I do legally?

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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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