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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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V
5:03 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

T-Mobile USA Fraud and scam!

I was formerly a t-mobile 'Sales Support Agent.' My job entailed fixing the mistakes of other sales representatives. I worked for the t-mobile client for a year and a half, most of which I hated both my own tmobile service and the service our customers received. There were times when I KNEW the company was 'pulling one over' on people and there was nothing we were able to do about it.

Now that I have moved on from that job I find myself as many other customers are; SOL. I had a dealer line of service that was supposed to be canceled, which it was, however as it was a dealer line of service I should not have had a contract. T-mobile itself acknowledges this but they have already sent it off to a collection agency! No contract, no cancellation fee, right?

Wrong. T-mobile tells me they can't touch it because it's been bought by a collection agency, the collection agency tells me that it's not possible that I had T-mobile service without a contract. I was a rep that would do anything in my power to help out a customer, no matter who was at fault, I only wish I could run into another agent like myself. The sales group for t-mobile over the phone reps were encouraged to sell it and twist what you need to if it gets you a sale.

Reps get credit for sales even if the customer cancels it out so they don't care about letting you in on all the details of 'trial periods, ' that gets too lengthy and messy. Sell, sell, sell! We were held to standards of minimizing call times for Sales SUPPORT calls but we were to do whatever we could to keep SALES calls going. As a former T-Mobile employee (I left the company on my own) and a current T-mobile customer I would NOT recommend this provider. Good luck to all those who suffer T-Mobile.

Read full review of T-Mobile USA and 1 comment
Update by Valerie
Feb 29, 2008 5:47 am EST

Blackberry curve for $500+. Got home with phone and had problems, after talking to customer support we found out on of the pins in the was broken, was told to take it back to the store to get a new one as I was under 14 days since purchase. Got new phone and well it was like this: Phone would drop calls, holding down 1 (for voice mail) brings up 'invalid phone number' could only access internet with a wi-fi connection. Again back with customer support... After 4 different people having me change settings, doing resets both on the phone and using computer another bad phone, this time the 14 days was up and the phone was replaced by T-mobile.

3rd phone same issues as above. Customer service yet again, and you guessed it a another phone being sent out. New phone arrives and this time a new problem, every computer I plugged it into would not recognize the phone. Customer service yet again.

I was told at this point that after trouble shooting my 3rd phone if it couldn't be fixed I could get a new and different phone. After going all the way through tech support again a bad phone. This is where after talking to many people that I needed to get one more blackberry through them as the first replacement phone didn't count as I exchanged it at an authorized dealer and not through them.

So i stated at this point I needed to get this in writing and I would be more then happy to cancel my account, well here is where I then was told that they could not give me in writing that information. Hung up the home phone and went to talk to a friend on the bad device. This is when I found out my account had been canceled.

Back on the phone again this time to find out what was going on with account. I explained what the problem was and the representative said yeah I see that it was disconnected less then 5 min. ago. Reactivated my account and was transfered on to get the replacement phone. New phone arrives, same problems yet again. Back on the phone yet again. This time I get now that you have returned us the phone 3 times you may now exchange it for a different phone...YAY. Almost I was given 2 options for phones the 1st phone didn't have a camera or wi-fi connections and was also still a blackberry, the 2nd phone while a T-mobile phone was retail valued at $100 less then the current phone I had and a camera with less Megapixels.

While the phone I wanted was the same retail price had all the same features except the wi-fi connection. I was told this wasn't an option that I could only get the 2 above mentioned phones. Well as you can see either of my 2 options was no more then a downgrade to the current phone. Being stuck I figured after reading on website that if I didn't like my new phone I had 14 days to exchange it.

Not the case at all. So I went with option #2. Now i received the phone today unopened and wanted to exchange it for the phone I wanted, no go can't be done. I can however spend another $387.00 a discounted price on the phone I do want. the way I see it less the 90 days ago I spent over $500 for a phone that hasn't worked, and to spend another $387 to get one I want and hopefully would have worked.

Long and short of it I was promised that my next phone each time would work and didn't happen, I was told I could get the phone I wanted but when it came time to get it that was not an option, my account was canceled on me, all in less then 90 days. I wish that I could go back to 2003 when I first got T-mobile and could deal with the non red taped customer service who didn't lie to keep you backing into corners with no options but what they give you.

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Laura Johnson
,
Jul 23, 2008 4:55 pm EDT

WOW! i didn't know all this about them, thank you all for bothering to comment here! I was just about to get their service, I WON'T NOW! Currently, i am with Sprint, and to be honest, I 'm not to happy there either. I used to be wiht cingular, which then went back to AT&T ... Cingular was the best. I think when my Sprint contract is up, i'm going back to them!

THANK YOU!

ComplaintsBoard
R
6:31 am EDT

T-Mobile USA Breach of contract, poor service

Before moving back home to Louisville I decided to purchase a cell phone service for my boyfriend and I. We went with T-Mobile. At the store we were explained that everything with their plans was legit. We went with the Flex Plan. Originally, I only purchased 700 Whenever minutes which was suficient. With the plan we also received free mobile-to-mobile and nights and weekends.

It wasn't until I was frustrated with running out of minutes and tired of adding money to a Flex Acct. for more talk time that I raised our plan to 1000 Whenever minutes. Not very long after raising our plan we found that T-Mobile has been having technical issues with our area and the timezone issue.

Even if we are out of minutes our phones should still be able to call one another. We can not! We should still have free nights at 9 pm. We do not get that until early hours of the morning. So basically from the beginning we have been billed for minute that we used talking after 9 pm and to one another, which should have been considered free.

They have broken the contract I signed! The plan I wanted to buy I have never received and I cannot cancel until I pay $200 for each line. That is $400 dollars for two phones that have never provided the service they were meant to. Also I am not even allowed to lower my plan back down to 700 minutes which was a lot cheaper. I am stuck and they will not help when they caused all of this. Now they say we are billed correctly but we are not. The only solution they say: Keep a journal of all calls and for how long... I have a daughter, job, and college. I DO NOT have time to keep a live journal of my calls.

WORD TO THE WISE: DO NOT SIGN WITH T-MOBILE!

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Update by Rachel Padgett
Mar 31, 2008 6:32 am EDT

I just wrote this complaint but the above phone number is incorrect. Please contact through email. Thank You.

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12:43 pm EST

T-Mobile USA Scam and fraud!

I am in the Navy and am required to move around a lot. I also do a lot of traveling inside the US visiting family and friends. My T-mobile phone only works in a few spots of the US. I always see others with version and Cingular using the phone, but mine has no antenna. I thought maybe I could get a new phone (with another 1Year contract) and that would fix my problem. I was wrong. I now have a cell phone that works less than 35% of the time while these other folks walk around me using the cell phone all the time. I will make my move to cingular after this contract.

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Valerie
Valerie
, US
Jun 03, 2016 8:12 am EDT

I have been a tmobile customer since 2002. I purchased a sidekick slide for my son march 2008 and my son has been complaining about the phone starting in june 08. The phone is fully charges and the next 10 minutes the battery is dead. I purchased 2 new charges from tnobile june 08, those two charges do not work properly and I refused to purchase new battery and new charges after spending all this money on these accessories and they don't work. I went into the tmobile and a very unprofessional guy was in there and called me ignorant. I had my son with me and I told him he was un professional and I walked out the store. I do not want tmobile anymore at this point. I am dissatisfied with tmobile and I am going to tell my family to not renew there contracts with tmobile.

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thomas damico
,
Jun 03, 2016 8:12 am EDT

some one using my name to get phones

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12:00 am EST
Featured review
This review was chosen algorithmically as the most valued customer feedback.

T-Mobile USA - Fraud customer service and policy!

My story started with my wife getting me a Black Berry Curv through T-Mobile (my cell provider). I received the phone right before we left town for Christmas. 3 days later I realized that I didn’t like the phone and I tried to take it back to the T-Mobile store on MacArthur Blvd. in Las Colinas, I was then told that I had to send it back through mail. When...

Read full review of T-Mobile USA and 24 comments
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12:00 am EST

T-Mobile USA Erasing of all info

Fax: [protected]
Attention: Robert Dotson, President and Chief Executive Officer
RE: [protected]
Account: Tsukada, Lourdes

Mr. Dotson,
I am a customer of T-Mobile and have been since 2001. I would like to bring to your attention an incident which I experienced and am unfortunately forever affected and devastated with the outcome of an 8.5 hour day ,with several levels of Customer Service Departments, Dash/PDA Departments and IT Departments. The end result for me is: total wipe out of back up materials on my Dell, Inspiron 1501, Laptop on contacts and calendar information. In addition to this, my T-Mobile Dash was affected by total erasing of my calendar (i.e. key business appointments, doctor appointments) and out of a total contact list of 284, 150+ contacts were “wiped out/erased” from my PDA.

I would like to explain how this happened and the experience I went through with the T-Mobile company on February 4th, 2008 from 9 am until 4:13 pm (non stop by the way) with the result of “erased information” mentioned above.
Problem I was trying to resolve: my T-Mobile cell phone had been set up with my work IT Department so the Network/Exchange server would download any entries made from my PDA, exchange Outlook entries, and home Laptop entries on Outlook (upon synchronization – which was automatically occurring throughout the day). The home Laptop synchronization occurred only when I was “connected” with the exchange work server so this was performed manually by me every morning on my laptop.
Another tidbit: the reason for choosing the T-Mobile Dash was the ability of the phone to create the key information and keep it within the phone/computer/laptop. This was highly recommended by my company. I wanted a Blackberry, they recommended the T-Mobile Dash. The unit was purchased with this in mind: all entries would be downloading automatically unto the PDA. This information was confirmed by me back when I talked to Customer Service online and via the telephone at [protected].

Upon our company declaring bankruptcy, lender, our exchange network server was discontinued. 3 days ago, I noticed my emails were not downloading nor were reminders on appointments functioning properly. Consequently, I contacted the Customer Service Department from my land line, home number of [protected], yesterday, the only day I had the morning free.
The telephone calls started at 9 am and ended in total disaster at 4:13pm.
Summary with details:
I started the process with a Customer Service representative by the name of Steven. Steven, transferred me to Jeff in the PDA Department. Jeff noticed I was currently paying $29.99 and advised me of a new plan adjustment which just recently took place and adjusted my new monthly charge down to $19.99. This was very positive monetarily for me so I was happy with this change.
I proceeded to explain the situation to Jeff and we started with the process of “fixing” my problem. I was asked to access my Windows Mobile center. The following instructions were provided and I followed them as instructed:
1. I was asked to go to the menu
2. Delete the partnership (existing on the device and laptop)
3. Asked to connect the cable from Laptop to Dash unit
Result: nothing, it did not work. Jeff then asked me to hold while he connected me to the IT Department. Next, I was disconnected while in the process of deletion of the server exchange….
I once more called your Customer Service line [protected]. This time I spoke with an individual by the name of Isac or Isic (sorry for any misspelling of his name). In order to take down any information or even transfer me or go to the next step, I was asked once more these questions by him and again an offer to see if a resolution could be achieved by him. Here are the questions because I am now training and have been trained on the responses needed for the “ascertain” of the customer’s information:
1. Cell number
2. Last name
3. First name
4. Last 4 digits from SS# and I would correct them all to ask for pin number since this was a process Jeff explained had been put in place now at T-Mobile. I would mention this to the new individual and they would acknowledge this was true
5. Asked what the problem was so they could see if they could help
6. The problem (synopsis) was explained and the entire process
Unfortunately, none of the conversations prior to Isac, had been entered as notes within my account nor mention of prior telephone calls with Steven and Jeff.
Isac, after having me again explain ONE more time the problem, stated he would need to transfer me to the PDA Department. Again, I was placed on hold and once more the disconnecting occurred from the department.
Notation: My home number works fine and the disconnecting was not originating from my land line….since for the rest of the day, I was talking back & forth with various departments.
I once more dialed your Customer Service Department [protected]. This time, I am asking for ID#s so I may track the phone calls, to whom I spoke with and be able to provide facts at a later date with the experience I had succumbed to, by “lack of service or knowledge”.
The individual I now spoke with was Regina ID#[protected]. Again I was asked questions 1-6 (mentioned above) and again, Regina had me go through the entire process from the Mobile Device Center to conclude the same: nothing solved and beyond her knowledge. She then stated it was not a T-Mobile problem, it was the manufacturer’s problem and she could not do anything about this. She then stated she would transfer me to the manufacturer of the PDA. I requested a telephone number so I may contact them directly should the line be disconnected. Regina provided me with the phone number [protected].
Upon connecting to this department and Regina leaving the telephone line, I spoke with a Chris. He was surprised at my being transferred to Blackberry because they were not the manufacturers of the HT unit (T-Mobile Dash). He offered to assist me in locating any information (i.e. telephone number, website, etc.) yet could not find any posted on the internet.
Chris was kind enough to offer to contact T-Mobile himself and explain the problem and how I had been also transferred to the wrong telephone number and company. He obtained a live person by the name of Brittany, who in turn transferred me to a Tiffany ID# 0732319. Questions 1-6 were asked once more. At this point, I was asking everyone for their names and ID#s so once more, I could keep track of all individuals affecting my PDA and laptop.
She after reading the notes on my account and after hearing all of my explanations once more, was not able to assist me and asked for me to hold (once more) to be transferred to someone who could assist me.
I am was now speaking with a Tech by the name of Sophia ID#0955010. Who again asked the questions 1-6. Again, I was asked to go through the Mobile Device Center and the partnership was deleted once more and the rest of the process followed once more. The process was unsuccessful and all kinds of problems are now occurring with the synching process. I was again asked to hold for a transfer to another department and individual with knowledge to review my problem and provide a resolution. Again, I was disconnected.
I again called your Customer Service Department, [protected]. Again asked questions 1-6 which were answered with a disgruntle from me since I was tired of this verification having to take place for the transfer from Customer Service to the PDA Department to take place. Luckily, I got transferred to the department this time without any mishaps.
I now was speaking with Phillip ID#1220211 around 12:30pm now. He walked through the entire process of Mobile Device Center process of “synching” with the PDA and all steps necessary for this to take place. Errors occurred again…..he then asked what version of the PDA system the unit had and upon verifying it was version 5.0, asked me to start all over since 6.0 was the version he was familiar with and would work better with Vista. Again, we started the process from start to finish. This time, the emails downloaded yet we still had problems with my Calendar not updating. Once again we restarted the entire process once more. We uploaded the 6.0 and restarted again. By this time, it is close to 3:00pm or so.
Phillip went into explanation that the exchange server was a requesting for the exchange server password because the exchange server was “inputted” in my Outlook. He proceeded to show me where and instructed me on how and that needed to be done. I deleted the Microsoft exchange server so I would not get asked once more any passwords or any other information necessary so we could move to the level needed for my Dash unit. The synchronization was taking place and was slow in the process so we agreed he would hang up and call me back within 20 to 30 minutes or so.
After we disconnected each other, I entered into my Outlook account so I could review all of my emails and respond to them until our next telephone conversation. This is WHEN I DISCOVERED all of my emails contained with the Microsoft exchange folder, in my inbox, which had been downloaded and existed in my laptop archive, had disappeared and my contacts which had been updated for the last 2 years had disappeared as well. The only existing information was my contacts from several years ago AND the ones existent prior to 3 years ago…NONE of my current entries, appointments, and contacts existed within my database/laptop.

Of course as you may understand, I lost it. I was a basket case since I relied 100% on my PDA and my laptop database as my “MEMORY”. I could not verify any information on the PDA since this was “synching” with my PDA. I was panicking now: what if I lost all of the information and all of the lost information was transferring now to my PDA via the synch and I was losing all of this information as well. I was devastated, panicky, destroyed and totally hysterical at this point. My business relies 100% on appointments recorded as I am a lender AND I have a small business focusing on client relations!
I waited patiently for Phillip’s call and was waiting for the sync to finish. Upon the sync finishing, I double checked my PDA and fortunately for me, ALL the prior information still existed within my PDA yet the information was non-existent on my laptop. Of this I was somewhat relieved since I still had access to “my mini memory” and could keep all of my commitments and had all of my complete contact information and database “SOMEWHERE”.
Phillip called again and I let him know of my problem. He was very apologetic and offered to transfer me to another layer of another Department of IT to solve my problem. I really was not confident at this point yet trusted once more T-Mobile would know what to do.
I was now transferred to Marcel – who stated he was from the 3rd level of IT departments of T-Mobile in Kirkland/Redmond ( I cannot remember which of the two locations). He also stated, upon my requesting this, he did not have an ID# since the 3rd level IT did not have these, yet stated his extension was 14137.
I again replied to questions 1- 6. I must say, Mr. Dotson, I am now questioning any processes anyone employee is asking me to do and this also upset Marcel as well. I explained the danger of this point of ANY ERASING of information because my PDA now was the ONLY source of information for my business and my contacts – the only one who now had remained intact. He reassured me after my cautioning him 6 TIMES and I did not apologize for this, that he better know what he was doing and I was also sorry for questioning him but I had now spent the entire day with various individuals and conclusion: totally messed up laptop, Verizon emails not functioning properly and my PDA the only source of accurate information for this.
I was very ADAMENT in questioning his skill and his assuring me the information from my PDA would not be altered or affected. The PDA was the ONLY source of information which I needed as a Lender and again for my business. He assured me several times, he knew what he was doing. He was a little miffed by my doubting his ability…..
We again hooked up the cables and once again started the process of “synch”. I was now double checking everything and at one point noticed my calendar on the laptop changing. I was alarmed by this and told Marcel. He assured me this was good.
Upon the synchronization, I was asked to look at the PDA for information downloaded for both the Laptop and the PDA.
ALL OF THE CALENDAR INFORMATON HAD BEEN ERASED! I tore off the cable and still was not in time to stop the deletion of 150 new contact entries I had previously entered on my PDA. WHICH HAD BEEN THERE BEFORE! I was now irate and told Marcel that I found it unacceptable and was devastated and had explicitly explained the ramifications of any errors and he had assured me earlier, he knew what he was doing. Now he had the audacity to state it was not his fault!
He wanted to transfer me to another representative and I said I had spent the entire day with T-Mobile reps, lost appointments, lost money today and now had another appointment I was not missing: a date with my husband at 5pm for the Sonics game. He said if I could not stay he could have someone call me. I said I needed someone to call me back tomorrow, February 5th, at 7am. This would be the only time I would be available.
Marcel again stated it was not his fault and we should never have selected to update the contacts…within the Mobile Device Center. He said he was trying to help me but I now was not available for the problem to be fixed. Mr. Dotson, I hit the roof! I demanded for someone who knew what they were doing to please call me back today, at 7am. And hung up after an assurance from Marcel that someone would without fail, call me back tomorrow, at 7am even if another manager on shift.
Mr. Dotson, although the Sonics lost against the Chicago Bulls, this “break” in the 8.5 hours or so with T-Mobile and disastrous outcome was exactly what I needed at the moment. I apologize if I could not stay any longer on the telephone BUT quite frankly I was DEVASTED with the results!
Today, February 5, 2008, no one from that department has called me back and it is 9:40 am. I did place a telephone call again at 7:15am, with Customer Service Department at [protected]. I spoke with a Tisha ID#[protected]. I was asked once more to provide answers to questions 1-6 or else she could not help me. I was upset and demanded to speak to a Manager level. Again, Tisha stated she needed questions 1-6 answered. She only understood 1-5 and corrected me that the pin number was not a choice or question they asked and that the 4 last digits of the SS# were needed. I re-trained her, after providing the 4 digits of my SS# and was finally transferred to the floor Supervisor, Rachel ID#1120204 in Texas Call Center.
Rachel was super sympathetic and promised to provide help via her Floor Manager and she would personally put in my request for a Manager to speak to me and would call me back with a name & ID# of the individual who would call me back and try to assist me in finding, if possible, solutions for the mess T-Mobile Departments had created. She called me 20 minutes later and provided the name of the Floor Manager in Texas Call Center: Silvery – she did not have an ID# because had forgotten to ask. She apologized for this. She was also kind enough to provide a fax and email for the HQ and your name as the “top dog”.
In the meantime, via the internet, I searched for all of the Executive Officers names, so this letter and the experience and devastating results, would be brought to the attention of someone with “power” to fix, apologize, fire, anything which would avoid this type of inefficiency and destruction of other clients’ information from happening again.
The information is lost permanently on my PDA and on my laptop. EVERYTHING has been erased from my PDA and I am hesitant now on doing ANY TYPE OF sync on the PDA or the laptop.
Should you have any solutions, I am more than happy to listen since I have lost everything – there is nothing else to lose.
My clients, my business, my income has been affected in a way which is unforgivable and has had and will affect my salary and client relationship and my being to cal back clients when the contact information has been permanently erased from both databases for the next who knows, months!
I am at a loss for words….outside of this letter. I have been having major problems with T-Mobile these last 2 years but this incident = the worst in my entire business career (20+ years)!

I look forward to a reply from you and your company. I also look forward to any resolutions which may exist……….
Sincerely,

Lourdes Tsukada
CC:
Cole Brodman (Chief Technology and Innovation Officer); Brian Kirkpatrick(Executive Vice President and Chief Financial Officer); Dave Miller (Senior Vice President and General Counsel); Susan Nokes (Chief Customer and Operations Officer); Neville Ray (Senior Vice President, Engineering Operations); Manuel Sousa (Senior Vice President and Chief People Officer); Rob Strickland (Senior Vice President and Chief Information Officer)

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oneal hodges
Huntsville, US
Dec 12, 2008 5:48 pm EST

HELLO TO WHOM it concerns i had the worst service that i ever witness. T-MOBILE company SUCKS im going to put this on every news channel i can . i had a bad experience with t-mobile every since i had them. THE agents are un professional don't have a clue on what's going and how to handle customers. DEALING with this company is like eating nuclear war heads. i bought a t-mobile dash had it for 2 months it stop working.. the phone wouldn't charge or turn on i went to t-mobile off site stores no hel;p they didn't even have a clue. I got the run around. so im asking them to close my accounts and all they are after is money no service. i paid $21.95 express for exchange phone after i paid. the agents in the store told me my order has been done. hhmmm i caled them back 5 days later the order hasn't been even place until the day good grief what in the hell is going on with these damn people. im going all t-mobile competitors which i documented and show them what happened to me so they know their store are much better and im turning people away fromt-mobile by the dozens. so get your ### together

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Lourdes Sampera Tsukada
Alderwood Manor, US
Dec 09, 2011 1:10 am EST
Verified customer This comment was posted by a verified customer. Learn more

Well, folks, this experience taught me so much that I still am able to do some double checking myself even with a Blackberry Curve from Verizon. And able to go through 1-6 quickly, then ask for the level of IT service w/in cell company directly and then of course = end up with Blackberry. But it is less time on the telephone and more direct to obtaining the assistance I am needing at that particular moment! :) To this day, an answer from T-Mobile has not been provided nor an apology. It is sad. Apologies to these types of situations ARE what really have customers stay with a company - BECAUSE of the extra mile and the successful resolution to the problem. Verizon did such a feat. They got my account and I a new cell phone. I had been a client of T-Mobile for a long time. I really was sad to leave and honestly with the circumstances which I left: bad taste in my mouth! Mind you, not all cell phone companies are 100% good all the time. Yet if you do think this way and expect 100% best customer service & problem solving - These are unreasonable expectations. But your expectation for the company to be 80-85% is very, very good in today's market. One suggestion for T-Mobile & perhaps any cellular company is: Customer Service training needs to include the extremely difficult situations. These occasions can then be reviewed, analyzed, learned from, and taught as "update on cases/problems seen" class for employees. One good training technique is to have the top level IT employees present, on a quarterly basis, the most difficult case they had, how they solved it, and what did they learn from it. Make the IT Dept. have a competition- games are always good so have a game: "Who had the hardest problem to solve & how did they do this?" This information can then be downloaded into the information database/library of "solutions" and available to all customer service employees at all levels w/in their computer guidance book. I still have not received a response and today is Dec. 8, 2011. Today's market is about quick, efficient, accurate and showing you who does care customer service - ALL ONLINE. The consumer, via the Internet, is very savvy. Service and delivery are key fundamentals to keeping a product "on the line". Cell phones are getting cheaper & cheaper. Now, all cell phone companies are more than happy to match or better any pricing packages we may have - JUST - for switching to their company (of course w/2 year contract). What really distinguishes one from another? Customer Service and the SHOWING that the clients are taken care of as best they can. As a consumer, if you are like me, we hate changing companies. We will give our commitment to that company at our 100% ..until...well, you now know the letter with T-Mobile. It took 8.5+ hours plus several attempts via Internet & fax directly to the Top Guy w/out success for me to switch!

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avl
, US
Mar 26, 2009 8:41 pm EDT

I have had multiple problems/exchanges with my dash purchased less than 7 months ago...and with customer service at Tmobile. In all fairness I did speak with multiple reps all of whom were professional (with the exception of one...a supervisor believe it or not!)but unable to resolve my issue. After going around and round I finally said I would like to cancel my service and was tranferred to thir "saves" dept. I then spoke with another rep that said she could upgrade my phone for $79 dollars if I renewed my contract for another 2 year...Huh? Why would I do that? I expect to get what I paid for which is a functioning handheld device...not to be roped into another contract and expected to pay more money because I was sold an inferior device! Realizing I wasnt going to get resolution, I elevated my complaint and asked to speak to a supervisor. I again explained my situation but to no avail. I finally said that if they couldnt/wouldnt resolve the issue I would find another provider and cancel my service because I did not get what I paid for. I am a busy professional who travels extensively. I rely on having a functional user friendly mobile device. I do not have time to sit on hold with my mobile phone company for hours on end in an effort to get quality service that I pay good money for. The supervisor told me that if I cancel Tmobile will charge me a $200 dollar per line early termination fee. I said if you bill me I will refuse to pay as I paid over $300 for the Dash less than a year ago, and I have had nothing but problems with it even after multiple exchanges. Not to mention the fact that I have been a loyal customer for over 4 years. Her response was that they would send me to collections. I told her if that was the case I would write a letter to Consumer Affairs and the Better Business Bureau to refute these charges as I purchased the phone less than a year ago and did not get what I paid for. I was very matter of fact but never rude and not once did I raise my voice. Long story short she hung up on me and then prompty disconnected my service before I had the opportunity to give her a cancelation date. Unbelievable!

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Jackie Richard
,
Sep 18, 2008 11:28 pm EDT

I couldn't have said it any better than that . This person sufford a loss much greater than mine but the situation at hand is the same. Cell Phone dead loss of information that can not be recovered and the technical spiral throught the customer (lack of service) departments and 4 hrs later, could have been corrected long before. This is my third phone now of the htc dash and all have been software issues. The only reason I haven't changed phones is the fact of having to buy another without changing my contract and I do not think I should have to spend anymore money than what I have already been out of pocket.
please contact me as well thank you

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T-Mobile USA Overcharged!

I have been a t-mobile customer since 2002. I receive no credit for that at all. you have to purchase their phones. I have received one JUNK PHONE over and over. I have been send back refurbished phones that the key pads do not work. I have had to complete orders for reps and supervisors that do not follow thru. this last phone last a total of 2 months.

I was promised that I would be credited the shipping but that never happened the rep failed to put it in the log. I had to pay full price for the next phone. the rep had the guts to ask me if my phone was dead how was I calling him. I told him that I pulled out one of the garage phones that his company had sent me before and I was using a phone that didn't even have a working screen. OF COURSE, I had to sign another 2 year contract to get the phone at full price. What a RIP-OFF.

T-mobile- JUNK PHONE CITY. PISS POOR CUSTOMER SERVICE. HOW THIS COMPANY GOT THE JD POWER AWARD BLOWS MY MIND. The have to advertise Cheap because you have to do their job for them.

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RNOLL
, US
Nov 21, 2014 6:40 pm EST

I was reading a news article about T-Mobile on how they ripped off their customers by charging them a dollar or two a month extra for services they were not allowed to collect by law, or didn't report. I'm not sure about what it was but did anyone get a reimbursement of any kind? Just wanted to know if there was any law that was broken or legal action taken ?! I was a customer of theirs for many years. I even paid a $400 and some bill when my daughter was in the NAVY and was ordered by her superiors to let the people; that were stranded by Hurricane IVAN; use her phone to let their families know that they were OK. I called and explained the ceremoniousness of the situation and was given nothing NOT EVEN SO MUCH AS A THANK YOU!

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T-Mobile USA Scam and cheating!

It all began on 09/15/2007, I called T-Mobile to inform them my fairly new cell phone was not working. I was told that I had to take it in to the store to check for water damage, etc. and to see if it was replaceable under warranty.

On 09/26/2007, I went into the T-Mobile store and the representative there by the name of Herby helped me and checked the phone and stated it was defective. He then contacted T-Mobile and was told that I would be receiving a refurbished phone with return label to send back original.

10/1/2007 (Approximate) I received my refurbished phone in the mail. Guess what? My replacement phone for my original defective phone was also defective. I was so upset that I did not want to deal with T-Mobile at that time.

10/15/2007 Called customer service to inform them that the replacement phone they had sent was also defective. Was informed that I had to take the phone back to T-Mobile store to check for water damage, etc. I then informed them that I did not have time waste and continue to go to the T-Mobile store for their mistake. Mistake of not making sure the replacement actually worked. I told them that I would have to see when I would be available to go back into the store. I was told that it was fine and had time.

10/31/2007 Went in to T-Mobile store to check phone again for defectiveness. At that time I was really upset since I paid full price for the phone $450.00 with taxes, and was getting a refurbished phone. This did not make sense! I was offered a new cell phone but the replacement cell phone is actually cheaper than my phone and did not have the capabilities my MDA does. After much dispute with the T-Mobile clerk she contacted technical support. I spoke to a supervisor who was very rude and did not help at all. He stated all that he could do was replace the replacement. I would then be on my third MDA. Supervisor told me in front of T-Mobile clerk over the phone that he would send out replacement and once I received it to return the original phone, and the first replacement.

11/15/2007 Contacted T-Mobile that I had not received replacement and was waiting to receive the phone to return the original and second replacement. Was then informed that it would be sent out as soon as possible that there was a back order on the phone and did not have refurbished ones in stock. How can you not have inventory on a phone you have sold. I hung up.

12/21/2007 Called T-Mobile again and was told that a replacement was never sent because I did not send in my original phone. I did not send it in because I was told to send back the orginal and the first replacement when I received the new replacement. I couldn't believe all the chaos. At that time I told the representative that I would be sending it in that day and she said it was fine. Never once did she say it was too late to send phone back and receive a credit for the restocking fee. Was told that I would receive credit on of before 12/30/2007.

12/24/2007 Tracked the phone they received it on 12/24/2007 and called in the same day. I was told that it was still in the process.

12/31/2007 Called T-Mobile and was told that I would not be getting the restocking fee back and that I would have to pay $505.36, may I mention the phone cost was $399.99 plus tax approximately $450.00. So how can they charge $505.36 for a phone that was never that much to begin with.

First, he stated that I was being charged the restocking fee because my phone had water damage. I then stated, 'how can it have water damage when a T-Mobile representative at the T-Mobile store checked the phone for water damage and stated that it was just defective there was no water damage and she called it in to get the new replacement.' He then sounded confused and changed his story.

Then he stated that I had passed that return time frame and would have to pay this restocking fee. I explained all the issues I had and was told by the representative that there was no one, I mean no one, at this time, that could reverse the charges. I then told them how could they charge $505.36 and keep the phone. The guy did not know what he was talking about. He stated, 'you have a refurbished phone that we sent to you that is why you're paying the restocking fee.' I then stated, 'no I'm paying the restocking fee because you're showing I did not send back the original phone which is a lie because I did and I have a tracking number from UPS to prove that someone there signed for it. The restock fee is a charge that is placed on the account if you do not return the original phone that was replaced by the refurbished phone that you sent. It's basically charging you for the replacement.' He argued for a while and I then asked to speak to supervisor.

The supervisor understood what I was saying but he then stated that there isn't a way to get the phone back. Once they receive that phone it's hard to get it back. How in the heck can you profit twice from me. 1. You have my original phone which works better that the refurbished phone they sent. 2. I have now paid for the restocking fee for the phone I sent back. I then asked to cancel my services but you know what happens then. They threaten you with the cancellation fee of $200.00.

I'm not going to give up though, I've paid this restock fee which really hurts your pocket when you have an $750.00 cell phone bill and $505.36 really isn't yours.

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mae
,
Oct 17, 2008 5:58 am EDT

did you have this resolved? and may i ask how? i'am currently in the same situation as you and I've been calling and calling t-mobile and been arguing with them.

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T-Mobile USA Billing issues!

Have a complaint on T-Mobile. I called on 01/06/2008 to see why my bill was 710.00. I have been with them for almost a year and never had this problem. The rep told me to look on my statement at the overages and call back if I see a problem. I did just that and even emailed them. I called today spoke with Cindy in Corporate Office advise her of situation. All she did was keep getting an attitude with me instead of resolving the issue. I was suppose to have T-Mobile to T-Mobile calls added to my account in May when I did a different plan. I was told that my Favorite 5 can only be updated every 30 days even if your T-Mobile phone states that it is updated. Now the other calls which I was responsible for would be taking care of. I called again and the lady Jessica just made arrangements with me to pay the balance just not all at once. This company is a ridiculous wireless service. They treat their customers very rude. You would think they would show some type of courtesy since it is their fault and I have been a customer for almost a year and never had a billing issue or balance that was this high.

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Juvenal caceres
Miami, US
Jun 02, 2015 5:47 pm EDT

no se si esto se pued en el idioma español, super cansado del mal servicio de T-mobile...servicio al cliente pesimo parece que uno estubiera hablando con una maquina, hacen que lo escuchan a uno y no...todos los meses hay algo para reeclamar inventan costos y llamadas que jamas se han autorizado y llamadas que jamas se hicieron...le colocan a uno servicios que jamas se autorizaron ...arreglan y el proximo mes lo mismo

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T-Mobile USA Billing disputes!

We have been battling with T-Moble regarding charges contact from ER Solutions regarding payments that are overdue from May 2007 through the present even though we canceled our service in May 2007. At that time we contacted T-Mobile regarding the fact that while the service was initiated in Atlanta we had moved to SC where they had no service. They attempted to route our calls through SunCom a minor pass through company that rented service from other providers. We were unhappy with the poor coverage offered by T-Mobile (SunCom) and contacted T-Mobile to request that our phone be unlocked in order that we could us another provider (AT&T). T-Mobile agreed and informed us that we would have to pay an early contract cancellation fee, to which we agreed. Since May 2007 we have not received any billings or other communication from them with the exception of a call we received regarding our failure to pay the cancellation fee. We had been waiting for T-Mobile to bill us for the Cancellation fee and after not receiving a bill for several months we just forgot about it as there other pressing issues related to our move from Atlanta to Mt Pleasant. Upon being notified of our failure to pay the fee we made a remittance of $148.00 using our AmEx card. We have been contacted by ER Solutions (T-Mobile) and informed that we never canceled our service as thus were continuing to be charged the monthly fee. This makes no sense since in May 2007 T-Mobile agreed to terminate our service and unlock our phone in order that we could use an alternative provider since they had no service in the Carolinas. I have spoken with numerous service reps. at T-Mobile and they continue to insist that our acct had not been canceled but merely suspended and thus we were liable for the monthly fee. All attempts to explain that they obviously canceled our agreement when they agreed to allow us to pay a cancellation in order to allow us to go to another provider.

I have been unable to get past the grunt service rep who has repeatedly informed me that if I failed to pay $136.40 by Jan. 14th they would turn the matter over to a third party collection agency. They refuse to admit that by allowing me they obviously would have canceled our agreement but evidently they cannot seem to figure it out.

Tom Browne.

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lynn
,
Jul 17, 2008 9:51 am EDT

Anyone that is having problems with the tmobile phone company should contact the better business bureau with all their issues. Until I did, I couldn't even get a legitimate way of faxing pertinent documents to cancel my contract. They couldn't even guarantee me that they would EVER get my faxes until the BBB got involved. Funny, now I have the direct line to the office of the president to discuss issues, and a fax number where someone will be waiting for the fax when I call telling them I'm sending it later today. Get BBB involved with theses crooks. They lie, steal, and cheat you in just about every way they can from what little I've seen.

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T-Mobile USA Misleading phone plans

I have been a customer with T MOBIL since 2000, I have problem with the sales representative, not obeying my request for a one year plan. I verbally told the rep. I wanted a One Year Plan, and she signed to a two year plan. This Rep knew exactly what she was doing, keeping me focused on her people skills and not on what I requested. I added two phones on the family plan I specifically told the rep I not sure about responsibility my family would have with these phones, so I need a One year contract. I know these reps get a rate for each plan they sale, but when it comes to being hustled, as if I was buying a phone on the street by a T MOBIL REP, I am out shocked. A big company like T MOBIL have turned their companies representation over to the common sale rep, who is not thinking of the companies rep, but who they can trick to obtain their quota for the month. Shame on you T MOBIL and I WILL MAKE A SPECIAL EFFORT TO LET ALL WHO WILL LISTEN TO LOOK OUT FOR THOSE HUSTLER REP IN THE T MOBIL OFFICE.

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David Mich
Bloomfield Township, US
Apr 30, 2011 7:47 pm EDT

Only a few months back, in our second year of service agreement, we found on our bills some sneaky charges on phone equipment warranty even though we never ordered the warranty. I had to call to complain before they removed the charges.

A few months after we signed our service contract, the agent told us that we could switch from the Five Faves option to an any-time minute option and save, but she didn't tell us that there would be a service charge of some $70 for the switch!

More recently, we ordered a web-access service for one of our three family lines. The agent offered to give us one month of free web access service for the other two lines. We thought this offer was only for one month of service, and was free. So we accepted it. Little did we know that it was actually a long-term service, just free for the first month. We were conned into believing that it was for only one month. We wound up being charged for two months of service for two lines for something we didn't even know we had. Consumers Report rated T-Mobile service as high, but my experience has been that it is definitely the worst of all. They give you sneaky, incomplete information to trap you and hit you with unexpected charges.

lizzet burnie
lizzet burnie
Ankeny, US
Jul 19, 2009 2:03 am EDT

CUSTOMER SERVICE IS AWFULL

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Joung Kim
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Jan 11, 2008 11:12 am EST

I am writing in regards to the terrible experience I had with T-Mobile’s customer service and their breach of the contract that we agreed to. I have been a good customer with T-mobile since 2001. I renewed my contract on December 21, 2007 after a sales representative coaxed me into a 2 year contract by saying that they would give us 4 phones, the “Samsung Beat” with our contract. She said that if anything was wrong with the phones in the first month, then they would send replacements without any questions. On December 27, 2007, we received the phones and found that one of the memory cards was not functional and the battery did not last long. We called on December 30, 2007, and the representative told us that she would send another phone to replace the old phone and that we would need to send the old phone back to them. We received one new replacement on Jan 2, 2008. The following day on January 3, 2008, we sent the old phone back by UPS.

On January 9, 2008, I called T-mobile because my other family members were having trouble with their phones as well. The communication during phone calls was not clear and it was hard to hear the other person on the line, the calls would be dropped and the battery would last for one day and then fail. This was a common complaint among are family members who were using the new phone, the Samsung Beat.

When I called T-mobile on January 9, 2008, a customer service representative answered the phone. I explained the situation to him and he said that I had to send the phone into the company and then they would have to fix it and send it back. I explained that the other representative had sent me a replacement and I had sent the old phone back to the company the next day. Also, in the first 30 days, the phone is supposed to be replaced with a new one, not repaired. He refused to listen to me and was very rude as he told me the only way to remedy the situation was to repair the phone. He put me on hold for 30 min and would come back no information and he made me switch phones so he could do useless testing on the phone. There was also loud laughter and noise in the background and it was evident that the people in the office were not doing their jobs.

I asked to speak with his supervisor who came on the phone after another 30 minutes. He refused to give me his name and his ID number because the conversation was being recorded and he said his information was in the account summary. This made me doubt that he was the supervisor. He was ruder than the previous salesperson and said that I needed to send back the phone and there were no other options. Then he proceeded to hang up on me.

I could not believe the poor customer service that T-mobile gives its customers once they have signed a 2 year contract. They treat their customers with disrespect knowing that they have their business for 2 years. The incompetence of the customer service representatives was also appalling as they would put me on hold for long periods of time and return with no answer. The lack of professionalism was even evident at the manager level as the manager refused to give his name and as he hung up on a customer. I have never experienced such rude and unprofessional business practices. As a customer, I could not believe that T-mobile would have the audacity to behave this way considering that there are so many cell phone companies that I could switch my service to.
They also did not honor the contract with the phones. The original sales representative told me that they would replace the phone immediately within the first month if it was not working properly. However, the representatives last night said that I had to send the phone back to them so they could repair it. This is the most absurd proposition I have heard from a cell phone company who knows that customers rely on cell phones heavily. Therefore, to give up a phone while a designated time of repair is not given may mean that it could take weeks before a phone is returned. Also, it would allow the company to refuse any replacements by sending the phone after 30 days allowing them to deny any responsibility thereafter. It is evident that all of our family members have had complaints with this phone and therefore it is not a single phone problem. Does T-mobile realistically believe that we should give up all of our phones while they continue to charge us for service fees?

They failed to uphold the agreement in the contract of replacing the phones within the first month for defects. They also provided terrible customer service which was appalling. Their unprofessional conduct should not go without repercussions and they should be reprimanded for their unethical business practices.

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T-Mobile USA Rebates not received

I signed up with T-Mobile in June of 2004. I got what I thought was a decent plan at $39.99 for 600 minutes per month, a one year contract, and a Samsung phone which came with a $50 mail in rebate. I sent in all the paperwork and never got the $50 rebate. After a few aggravating months, I stopped calling T-Mobile and accepted the $50 loss. In September 2007, I decided to upgrade my phone, which also came with a $50 mail in rebate and of course I had to extend my contract with T-Mobile for another two years. I received the phone in a timely manner but with absolutely no paperwork, for the rebate, nor the charges for the new phone. I called T-Mobile days later to see why I haven’t received the bill or rebate forms and was assured that I would receive those in the mail. I never got them. I called T-Mobile again and was told to wait until the charges were put on my credit card and then to call their office to have the rebate forms sent to me. Well, it wasn’t until late November 2007 that my credit card was charged for the new phone. I called their office on December 2, 2007 to discuss this with them and the representative that helped me told me that I had to call Young America (the company that deals with all their rebate offers) to have them mail me the rebate forms. Now the representative at Young America (Lewis #493366) tells me that they cannot mail me any rebate forms, T-Mobile has to do that. So I call T-Mobile once again. This time, their representative (Jenna #0150409) tells me that they cannot mail me the rebate forms either. WHY AM I GETTING THE RUN AROUND? I don’t understand, so I request to speak to a supervisor or another representative that could better assist me and all she does is say, “I understand how you feel, but there is nothing that we can do.” I also tell her that I was given the run around when I first signed up with T-Mobile and that I refuse to let them do the same to me again and that now I am just requesting that T-Mobile credit my account for $50. She refused to that by saying again, “I understand how you feel, but there is nothing that we can do.” T-Mobile is simply refusing to send me the rebate forms and if they ever do, then I will be denied the rebate because I didn’t file it in a timely manner with the company. T-Mobile has seriously disappointed me. I will never recommend them. I will make sure that I tell everyone about how T-Mobile has no regard for their customers.

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T-Mobile USA Customer care?

Below are the exchanges I have had over the past few days with T Mobile Customer Care. Unfortunately I did not make a copy of my original complaint to T Mobile, which is replied to below.

----- Original Message -----

From: customercare AT t-mobilesupport.com

To: Brett

Sent: Sat Nov 17 08:45:06 2007

Subject: Re: My T-Mobile.AccountManagement

Dear Brett,

Hello, my name is Beckee. I am so very thankful that you have taken the time out of your busy schedule to contact T-Mobile! I will be more then happy to assist you, as we at T-Mobile always want to leave you with a long lasting impression of T-Mobile's World Class Customer Service! I see from your email that you are upset because of the handlings of the account yesterday as you were both unable to verify the account and have it unlocked. I am very sorry that this has happened, as I know how frustrating it can be when you are unable to access the account! I will be happy to look into this for you! Brett, I am truly sorry as I know just how annoying this is, but the account has not been verified. If seems that a PIN number has not been added to your account so we will need you to create one. In order to do so, I need you to verify this account with the following information: Account holder's name: Account holder's birthday: Address listed on account:

Please verify with the above information and as well include a PIN number to add to the account. This can be 1-10 numbers (numbers only). We will then add this to your account so that you can verify it in the future with no problems! If you have any more questions Brett, please do not hesitate to contact our Customer Care Center by calling the toll free number [protected] or by dialing *TOGO then SEND on your handset. You can also reply to this email and a Customer Care Specialist will be more then happy to assist you! Thank you again Brett for contacting T-Mobile and for being a loyal customer! We value our customers as without you, we would not have won our 6th J.D. Powers and Associates award! It is because of you that we strive to make our company the best! Kindest Regards,

Beckee F. 7284550

Customer Care Specialist T-Mobile USA

----- Original Message -----

From: Brett

To: customercare AT t-mobilesupport.com

Sent: Sat Nov 17 09:38:29 2007

Subject: Re: My T-Mobile.AccountManagement

Beckee or whomever receives this,

The information as presented below is incorrect. Locking the account was my mistake but it was fixed yesterday morning with my first phone call. Now I will get to the real matter at hand. The REAL problem came from an attempt to add money to my daughter's Sidekick from Thursday night. When I input all applicable data and my contact phone numbers the next screen said you were having technical difficulties and were sorry. As I found out with my third or fourth phone call to customer care this was because my credit card had to be verified. I also found out from the 8th person I spoke with that you have a 4 hour timeout for verification and if you are busy and don't get to a request it still timeouts without any action being taken. I asked why I wasn't called and the third person I spoke with said you have to abide by telemarketing rules. I then asked why my cell phone wasn't called. He didn't have a response. This was the same customer care rep that told me the $100 option I chose Thursday night isn't applicable to the Sidekick. (if it isn't applicable then why is it an option for her account? Makes you wonder) I then got back online and chose the $50 option. The exact thing happened with the error screen. I called back to inquire and it was at this time I was transferred to and thru 3 reps. I requested to speak to a supervisor more than once. I was hung up on during one of these. I finally spoke with Allan in the verification department who was my 8th care rep in an hour of trying to find out why I could not add money to an account. It is my impression that I was lied to which is evidenced by the different information provided by 2 people on the $100 option and by the statement you have to abide by telemarketing rules so my phone wasn't called to verify the credit card. I told Allan that if this Sidekick wasn't a gift to my daughter I would just throw it away. There is no reason I can see for me to have to go through what I did yesterday morning. In fact, my very last line requested a phone call to discuss this issue and T Mobile figured it would be easier to modify the issue at hand and send an e-mail instead. Now, do you think there is a reason for me to be frustrated and to have a fabulous long lasting impression of T Mobile? It is back in your court. What do you think the leadership of T Mobile would make of this? I do not think this is in line with the core values of the company. Brett

----- Original Message -----

From: Customer Care

To: Brett

Sent: Sun Nov 18 19:30:46 2007

Subject: Re: My T-Mobile.AccountManagement

Dear Brett,

Hi my name is Tom, thank you for taking the time to contact T-mobile. I understand you are very upset over an issue you experienced when trying to add a $100.00 refill to your daughter's prepaid service account and you asked a few questions. I will strive to provide you with world class customer service. We realize how important this issue is to you Brett, and I will be happy to help you out today. I understand your frustration with the refill issue you experienced and I sincerely apologize for that. I have reviewed the prepaid account and it reflects a refill of $50.0 was added to her prepaid account a couple of days ago. I am not sure how I can help you, but I will answer the questions you have provided as best as I can.

1. When I input all applicable data and my contact phone numbers the next screen said you were having technical difficulties and were sorry. As I found out with my third or fourth phone call to customer care this was because my credit card had to be verified?

This information was not available to us for a review, but I believe this information was provided to you by the prepaid service center and it sounds correct.

2. I also found out from the 8th person I spoke with that you have a 4 hour timeout for verification and if you are busy and don't get to a request it still timeouts without any action being taken?

Again this is not information we have available to us, and I believe the prepaid service knows their system better than we do. I am not sure if this was correct, but it sounds good as an answer.

3. I asked why I wasn't called and the third person I spoke with said you have to abide by telemarketing rules?

This is definitely a correct statement, and I am sorry we are not able to call you to address your prepaid refill issue.

4. This was the same customer care rep that told me the $100 option I chose Thursday night isn't applicable to the Sidekick. (If it isn't applicable then why is it an option for her account?

This is definitely confirmed mis-information, and I sincerely apologize as she is able to add a $100.00 refill to her prepaid service account.

5. I requested to speak to a supervisor more than once. I was hung up on during one of these. I finally spoke with Allan in the verification department who was my 8th care rep in an hour of trying to find out why I could not add money to an account?

Again I apologize your call was disconnected with the prepaid service center, and for future reference you can add a refill by contacting the prepaid refill center by pressing *ADD and send on the prepaid handset.

6. Now, do you think there is a reason for me to be frustrated and to have a fabulous long lasting impression of T Mobile?

I definitely see where you are coming from and I would be upset as well if my call was mis-handled and I was transferred around from one agent to another. Again I apologize!

7. What do you think the leadership of T Mobile would make of this?

This is a very good question, and regrettably I am not upper management and I am unable to comment on how they would handle your concern.

If you have any further comments, questions, or concerns feel free to contact us at anytime. Reply back to this E-mail quoting this case number 1018197, or please call back at [protected], *TOGO send from your handset.

Thank you for choosing T-mobile. We appreciate and value your business and loyalty since December 2006 Brett.

Sincerely,

Tom G. Agent rep ID# 7284055

Customer Care Specialist

----- Original Message -----

From: Brett

Sent: Sunday, November 18, 2007 8:15 PM

To: customercare AT t-mobilesupport.com

Subject: Re: My T-Mobile.AccountManagement

Tom,

You are just as incapable of addressing this as the last. I will send this to T Mobile management to address as well as any other pertinent business tracking agencies which report on the customer service received. Brett

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Email Customer Care
,
Oct 11, 2008 4:22 am EDT

T-Mobile has outsourced their email customer care to a company named NCO. NCO's center in Nanaimo, British Columbia, Canada has been where ALL your emails have been coming from for a long time.

Now they have sent all the emails to the PHILIPPINES! Get ready for your email and webchat customer care to be coming from Filipino people! HAHA. I thought T-Mobile would never go offshore? They do through NCO. You thought your customer care was bad before?!

ComplaintsBoard
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12:00 am EST

T-Mobile USA Shaddy charges

THIS IS A COMPLAINT.

After spending over 1 hour with 2 of T-Mobile representatives namely John & Josh whose ID numbers are P12447565 & 4837530 respectively, I was so dissapointed in the type of service T-mobile if offering.

Both of them could not explain to me as to why T-Mobile is charging me close to $ 60.00 on SMS's that I didn't even make.

Surprisingly Josh who claims to be a supervisor with T-Mobile even told me that he would gladly cancel my service while I was still on the line with him. If it's true that T-Mobile records conversations with customers for quality assurance purposes, then I hope you will be able to listen this my conversation with these T-Mobile representaives.

After endlessly explaining to them that I don't know any thing on these dubious charges, all Josh told me is that I have to pay.

When I opted to talk to his surpvisor he said that the supervisor wasn't in at that moment.

If this is the type of training that T-Mobile is offering to it's representatives then this Corporate is doomed.

I know that what I pay T-Mobile is just a drop of sand in the ocean, but it adds up eventually. So for a "supervisor" to say that he would help me there and them to disconect my line just sends shivers down my spine.

Again all I'm asking to revise my bill & take out those "yahoo mgrs" with a code of "4701".

Bye the way John naively told me to call "Yahoo" & said "Yahoo" would be in a better postion to help me.

Again I'm extremely disappointed in the type of service I received tonight 11/14/2007.

Dissapointed "Customer"

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Robert
,
Mar 26, 2008 9:26 pm EDT

I have been a customer since 98 and until recently have never had an issue with Tmobile. I was mislead by a Tmobile representative into believing that it would be in my best interest to switch my plan to one that had less minutes. I was told that adding on tmobile to tmobile would end up saving me money but that was not the case. After spending an hour on the phone after receiving a $500+ bill, I was told that there was nothing they could do for me. I HAVE BEEN A CUSTOMER SINCE 1998. I am surprised to see that my loyalty has not been recipricated.

I hope that small commission percentage was worth it.

Goodbye Tmobile...Hello AT&T

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J
12:00 am EDT

T-Mobile USA Misleading sales and service

Today i contacted tmobile regarding disconnection of my service. I spoke to
Don the financial specialist and then Kelly in your Kansan office who is also another financial specialist. He could not help me so he transfered me to kelly who could not hear me and said she was going to call back but did not.I have four issues with t-mobile but i honestly do not expect to get them handles as you have no interest in customer service it's all about the money with tmobile. This is illustrated in the many other complaints that exist for your company.

1. Service. In the past 2 to 3 months your service has degraded. Calls are periodically not being delivered and are going straight to voice mail, which will eventually show up. This is happeining to other tmobile customers that i know in other states.

2. In July of this year i changed with my girlfriend and her daughter to a family plan. I was told i had to zero balance before this could go into place at the amount of about $ 740.00 i was told at this time that i had a zero balance. Two weeks later i get a bill for over $ 800.00 dollars, when questioned you support their answer is that it was an outstanding amount and we should have been told about it. This is wrong is was paid up.

3. In August i get a bill and i was expecting a bill for $ 180.00 because we had changed to the family plan back in August and most of our calls are between the three of us. But instead i get a bill for about another $ 600.00 saying that we have gone over the plan. This is impossible and your system is erronous, i have timed calls and recorded them and your system is not accurate.

4. I was in Canada at the end of September. I just checked on the internet that i had roaming charges for 630 minutes. I know this is expensive and this is why i keep my calls short. There is no way that i have over 10 hours of talk time i was only there for 4 days.
i moved 2 months ago and notified your office. I have not recieved a bill since then.

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wuzziern69
San Marcos, US
Jun 12, 2023 9:23 pm EDT

Does anyone with any ability to resolve these complaints check these posts? I don't think so. T mobile needs to be sued...CLASS ACTION .. for all their deceptive practices.

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Sanchez Marketing
Dallas, US
Sep 17, 2014 4:01 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Tmobil has the customer service, disconnecting my services every month or every two weeks when the amount they give me is incorrect. They charge deposits for all three lines almost every other month because of the wrong amounts they tell me my bill is going to be and its not. Reconnection fees all the time for all three lines. Im very pissed off that I kept getting adjusments and refunds because of their lies but the amount I was always paying wasnt going on the monthly bill, just paying for the reconnection to have it on for a couple of days..Im livid that they even gave me a 30 day grace period and they still turned it off before the period was over..PLEASE help

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12:00 am EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

T-Mobile USA - Out of warranty fee scam

I received a phone when I started up the plan. The phone had terrible reception and often cut out. The representative recommended changing to a Nokia. I paid for the upgrade and then received another phone in which the reception, service, and coverage was even worse. It progressively got worse until 3 months later the LCD screen went completely white. There...

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12:00 am EDT

T-Mobile USA Defective items and poor information from customer service reps

My main complaint with this company is that they totally screwed me on a phone that i upgraded to. I originally purchased a blackberry a little over a year ago. I was able to upgrade after the year of the service so i did, i upgraded to the sidekick id (i originally wanted a sidekick a year ago but they were not in stock) I paid over $100.00 and added an additional 2 years to my service contract to do this.

I received my new sidekick and for 2 days it was stuck on the activation screen so i called and they had to trouble shoot for me to get it to bypass this (the phone is completely inactive while on this screen, so i had no phone for 2 days) once this problem was solved i was able to use the phone but i noticed that all of my calls had this really high pitch sound in the ear piece and the sound would cut in and out in the conversation (i had perfect reception by the way)

So i called into tmobile and they did some trouble shooting and i went along with it and gave it a day or so and it still did the same thing as before and so i called back for a 3rd time now and they advised that i needed to replace my sim card. In order to replace the sim card you have to go to a tmobile store (the nearest one is 45 min from my home) I had to wait until the weekend to do this seeing how i have kids and work and all that good stuff during the week.

I went to the store and they advised that the sim card would cost me $20.00 and then an additional $20.00 to have the information transferred to the new one from the old one. So i refused the new sim and tried it on 2 other tmobile phones that i had and i had no issues on these phones so in conclusion it was the phone that they had sent me.

I called back to the t mobile tech support and advised and they wanted me to do more trouble shooting and i refused and demanded a new phone be sent to me. They agreed and sent out a phone. The phone they sent me is a used phone and it works worse than the first one i received.

My point is that i paid for a new phone and i have not received a phone that works properly yet. I don't think i should have to settle for a used phone seeing how i called in from day 1 on the new phone.

On top of that this same month i called in and advised that i was going on a cruise and that i needed to know how the rate would work on this cruise. The rep asked where i was going and i told him to the Bahamas and Cococay. He told me that the cost would be $2.99 a min. I received my bill and it was $322.00 instead of the normal $118.00 a month. The charges were $5.99 a min and they charged me for roaming and texting after i was told by tmobile it was included in my plan.

How do people get away with this. What is a person to do? Advise smb!

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XTmoblefan
Brockton, US
Jan 24, 2009 2:53 pm EST

I agree whole heartedly and have had similar experence with TMobile. I entered into a contract with them for a Sidekick - Internet (texting only) for my grand daughter. Problems began within two months. From the service plan being changed to Cell phone and changes of 0ver $300. for text messages. I expected TMoble to investigate how this could happen. No calls made during that time... So it certainly wasn't my grand daughter! But settled for a credit.

Then the Sidekick stopped working - Power issues. The phone was taken to local Tmoble centers. Charger replaced. Was told that the device had water damage. If the device was not dropped in a puddle, sink or other pool of water. I needed an explanation of how this could happen.

I'm at the point my credit (current Score 800) is being jepardized by this one internet only account.

The Customer Service experience really depends upon who is at the other end. While I had to call numerous times to get changes removed while the Sidekick was unservicable, on two occasions the young ladies were quite helpful. However, on two other occasions, I was treated very disrespectfully. My questions were ignored and the Customer Care persons acted like collection agents verses dealing with the ongoing equipmenr issues. a reasonable company would offer equipment options and not threats to charge you for the remainder of the contract.

I have been a Verizon customer for over 10 years. Had thought about moving to TMoble until these issues unfolded.

I'd love to hear from other Sidekick customers...

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Kevin
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Sep 17, 2008 2:55 pm EDT

T-Mobile tries to hide behind every bush they can to avoid replacing a phone. 99% of the time when they replace a phone, it's with a refurbished phone. The only way you can almost guarantee a new phone is going to a store and watching the reps open a box in front of you. I've had more problems with Tmobile phones (mostly ones that have MP3 players/Memory Card Slots) than I've had with any other electric devices. It's more of a hassle when you have a Sidekick/Blackberry type data devices because they require you to send them back first and they'll either fix them or send you a refurbished one (where other problems are most likely going to arise) They told me they wanted me to pay $20 dollars to ship me out another SideKick Slide, on top of the price of gas to get to the post office and the price of the shipping back the defective unit. If you complain about that issue enough they should waive the fee for you esp if you mention that you are going to go to another provider because you are having so many issues with THEIR units and are given so much of a hassle to get repaired or replaced and the lack of service quality.

All I know is that I've had tmobile for 2 years and when I get my tax return in March/April, I'm going to cancel my service (unfortunately a whopping $600) plus the last months service :-(and go with Verizon.

They are trying to make up for poor service quality with the hype over new phones like the BlackberryPearl 8220 flip phone, the HTC Dream (not official name yet) and the TMobile Android (not official name either) that are all expected to be available by year end. This is kinda like a suck-up to the public for crappy services. Don't know if it'll work or not tho.

ComplaintsBoard
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12:00 am EDT

T-Mobile USA Lousy coverage areas!

I cannot get a signal in my own house... unless I manage to stand in certain areas of my house (never exactly the same). I don't get coverage in other businesses and residences where I spend most of my time. I get random voicemails a day or two after they are left.

I want to get out of my plan and I don't think I should have to pay an ETF because they aren't delivering the product offered. I know others in the same situation and I'm getting ready to start collecting other unsatisfied customers and starting a big class action. This is a total scam.

I have had many dropped calls in the middle of business telephone conferences. I have had family and business situations where I've needed to contact somebody and have been forced to borrow a cellphone from a Verizon customer... who for some reason has full signal in the same spots I have none or been forced to find a landline.

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carefulwhatyoudo
, GR
Nov 04, 2012 4:25 am EST

i do not appreciate you giving out a private phone number of my husband (its not even his work number but a family phone) to the internet claiming to call anytime 24/7 when he only works standard hours and as a field tech. He has nothing to do with dealing with customer complaints. So why don't you grow some balls and give your private number here so people (even ones from halfway across the country) can bombard you phone calls at all hours of the night (fun when it wakes up the kids) and see how you feel. And I know who you are. i can go as far as writing your number here myself or similar sites claiming your the person to call for all help and problems. But I have the decency not to stoop to your standards. But let it be a warning, what goes around comes around.

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NKP
Farmington, US
Jun 21, 2012 11:08 am EDT

T-mobile has the worst network coverage among all carriers. I highly regret my decision to move to T-mobile.

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cat5453
Naples, US
Oct 14, 2010 6:08 am EDT

TMobile is by far the worst phone service ever. I can never depend on using it and luckily have kept my Verizon phone. TMobile has constantly dropped calls if there is even a signal...I wish I never got my TMobile phone!

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kiat
Adelaide, AU
Aug 20, 2009 9:41 am EDT

dont ring customer support.. you will be on hold forever, ring the source

michael.wieandt@t-mobile.com
[protected]@tmomail.net

Contact this t-mobile employee he is helpful 24/7 and can work out any of your problems. Thats his job!

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wolfwitch
Broomfield, US
Aug 05, 2009 4:56 pm EDT

Their customer service and coverage stinks. It's taken me 4+ years of putting up with them after over ten years of loyalty to finally admit it to myself and move to another carrier. I've been through a dozen different phones (in hopes that maybe that was the problem), and finally realized after using a company-issued Verizon phone that it really is just T-Mobile. The last straw for me was their crappy new MyTMobile Web site that just plain doesn't work.

At this point, the cancellation charge they are going to attempt to nail me with is worth it just to go to a carrier that actually works.

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DLASTGANGSTER
Tarboro, US
Mar 15, 2009 7:31 pm EDT

I AGREE T-MOBILE SERVICE IS THE PITTS I HAVE LOST DROPPED CALLS NO COVERAGE IN MY HOUSE I HAVE LOST A TOTAL OF 1500.00 DOLLARS IN BUSINESS DUE TO T-MOBILE AN THERE PROBLEMS AND WHEN I HAVE BEEN LIED TO AND GIVEN THE RUN AROUND AND MY BILLING IS IN QUESTION. BUYER BEWARE WITH T-MOBILE YOU ARE IN FOR A REALLY RUFF RIDE AND POOR SERVICE !

E. NEWTON
NORTH CAROLINA

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M.Sayers
,
Sep 29, 2008 12:00 pm EDT

T-mobile has the worse service, you would think by now you wouldn't experience any dropped calls well with T-mobile you can almost gurantee it. There customer representative are not knowledgeable. International rates yeah right I went on a cruise they advise me one rate on the phone when I get my bill the prices is outrageous and no one wants to help me. All I was told if you on a cruise the rates are different NO I should have been told the rates are OUTRAGEOUS! This cell phone company gets the bottome of the barrel phones and the bottom of the barrel CSR, the dropped calls are unlimited. If you are interested in getting a cell phone from this provider think about it, you know the saying customer beware well CUSTOMER BEWARE T MOBILE IS HORRIBLE & SO IS CSR. They don't even have a international rate plan as if they are from the stone age

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jessie
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Apr 03, 2008 10:05 pm EDT

SINCE I SWITCH TO TMOBILE, I GET HORRIBLE EXPERIENCES.TO NAME IT HERES A FEW:
#1STATIC STATIC STATIC !EVERY TIME I CALL SOMEONE OR VICEVERSA. IVE COMPLAINED ABOUT IT FOR REPLACEMENT
SINCE ITS A BRAND NEW PHONE INSTEAD, THEY WANT ME TO EITHER CUT THE SERVICE OFF OR PAY FOR A NEW ONE.
#2 VERRY RUDE CUSTOMER SERVICE !
#3 TOO MANY ERRORS IN BILLING STATEMENTS THAT WILL REQUIRE YOU TO CALL AND EXPLAIN REPEATEDLY LIKE YOUR EXPLAINING TO A LAW ENFORCEMENT. OH AND DONT EVEN BOTHER TO ASK WHAT YOU SHOULD DO BECAUSE YOU WILL NEVER GET AN ANSWER.
important reminder: DONT EVER EVER GET ENROLLED WITH TMOBILE OR YOULL BE SORRY AT ALL.

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Tim
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Sep 18, 2007 6:12 am EDT

The only time you get great coverage with T-Mobile is when you're in a metropolitan city. Other than that, go to verizon. T-mobile does a good job of sucking people in with the really low rate plans and then the cell phones being really cheap too. some are good and some are bad. just stay away from any samsung phone.

they keep on pushing the hotspots at home, but if you're only experiencing problems in your home then that's cool, problem solved with wi-fi calling. but if you drop it everywhere else and don't have wi-fi coverage in that area, then it sucks... i heard from a friend of mine that was a T-Mobile employee that they are not going to waive anymore ETF fees because of the hot spots at home being available now.

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12:00 am EDT

T-Mobile USA False charges

I am being charge for a cell that I never used. I have never had a cell phone from t mobile. First letter was for $758.58 now they to pay half and call it paid in full

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girl66216
Shawnee, US
Feb 13, 2012 8:52 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I have been a customer for over 15 years and had my smart phone for about a year now. I never fully used my 200MB data limit and frequently used 10% or so or my allowed amount. Last night, when I was asleep and my phone was charging, my records showed data usage of 250+MB. I called customer service and was assured it was some kind of a fluke and that a credit will be given to me since this was my first request. However, when I was transferred to next customer service agent I was told that the only way for me to avoid paying for extra usage is to sign up for a higher data plan. When I asked to be told which internet sites I allegedly "visited" to generate such significant data usage I was told that they do not have those records. I believe this is an illegal skim by T-Mobile to get people sign up for more expensive services - first they manipulate your phone/their records to claim you used excess data and then they "force" you to sign up for more expensive services under the disguise of doing you a favor. I know I did not use the phone so either T-mobile (or its partner) sold me me a defective product that connects to Internet without my permission or T-mobile manipulated its data systems. I am seeking people in similar situation so that we can possibly obtain legal representation for class action litigation. It will not cost us anything and should teach T-Mobile to respect its customers and not to falsify the data usage.

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Pamela Kuma
,
Apr 10, 2008 12:49 pm EDT

I had something similar happen to me. Probably a year ago and a little over a year, I turned in my 7500 blackberry and found out later that I was charched a whopping over $200. When I called to investigate, I was told I had dropped my phone in water hence it was damaged. Mind you, the only reason why I turned the phone in for an exchange was because he charging port on the blackberry was not connecting properly with the cable causing my phone to die. It could not be charged. When I called and made the complaint, I was informed that it was a well known problem and that I should send it back once I received the new one. I did just that. After trying to explain it to them that there was no way possible for me to have dropped the phone in water and then sent it their way, they still cut off my service until I paid it off.

Recently, roughly about two months ago, I encounted the same problem again. This time, I went by one of the T-mobile stores for them to double check it and confirm that it was the port. Nothing else was wrong with the phone. When I called T-mobile, I made sure I said to the representative that nothing was wrong with the phone except the charger was not connecting to the port on the phone. I also mentioned my past experience with them. The moist generated on the cell phone while UPS is transporting the phone from one destination to other is unavoidable. Needless to say, I am being charged over $200 for the phone I sent back.

This is fraud by T-mobile. How many people are returning their blackberries with same issue and are being charged 200 dollars. Imagine the amount of money they are illegally making off people who using their services. They don't make it easier for you to drop it off at a T-mobile store for them to package, knowing very well that the moist is inevitable and that is their money making outlet.
I am going to contact Help me Howard to help me. Once this is done, I will not USE T-MOBILE AGAIN.

SORELY DISAPPOINTED CUSTOMER!

ComplaintsBoard
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12:00 am EDT

T-Mobile USA Area code changing problem

On Aug 2 I have requested a change of area code on a T-mobile To Go prepaid card. I have been told that the new number would be active within 24 hours. Immediately after I received a text message with the new number. 24 hours later the number was still not active. I called the customer service and was told that it could take up to 48 hours due to a backlog. After 48 hours I called again and was told that, due to a widespread technical problem, it could take up to 72 hours. After pressing to know what the nature of the problem was, I was told that it is actually not known how much it can take to perform the requested change, 2, 3, 4 days, a week... They told me to keep calling to know the status! I told them that both their service and their communication to customers was extremely poor (why did they not tell me upfront that there was a problem? I could have kept my old area code for a few more days) and that they were loosing customers. Not much of a reaction, they obviously have enough customers. The floor supervisor I spoke to is a Charlie (#[protected]). Is there a minimum guaranteed service that operators have to provide with telephone prepaid services? Thank you. Alberto Gianoli

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12:00 am EDT

T-Mobile USA Unauthorized charges!

I have been with t-mobile for over 3 yrs, and recently got a huge bill from them. After speaking to a supervisor at customer care I was told that there had been overdue balances carried over since the first month of service. Than was told a few other stories, and eventually told that they can only look at 60 days. But I should pay it and keep track from this point on. I never accrued any extra charges, nor did I have a balance that was carried over for 3yrs. I think they are trying defraud the consumer. Every extra dollar on your bill that you pay without noticing equals to a million dollar of fraud charges. Just be careful, as you can't trust this company... They lost my vote after 3yrs and I am looking for another carrier...

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Bartley
, US
Nov 28, 2015 2:31 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I have never been a T-Mobile customer. In August, 2015, I noticed that T-Mobile US Inc had used my unauthorized credit card number to receive payment for a tablet with one-year service which I never ordered. I called T-Mobile several times, finally talking to a rep from Loss Prevention in Columbus, Ohio. She was able to pull the account payment up and view. She stated the phone conversation was being recorded and blamed Groupon. She agreed to refund the credit card payment plus $200.00 for inconvenience in additional to removing all references to my credit card information in its data base. I called this T-Mobile rep back at the number she provided which was a store in Columbus, Ohio. No one ever heard of her. I have filed suit in JP-Civil Small Claims Court and sent them Interrogatories and Order for Production. A T-Mobile paralegal called me and was very rude. I sent her a copy of my bank statement showing the T-Mobile charged payment and told her to have the attorney call me back. She was told to personally never call my office again. She called again when I was out-of-town. A CLASS ACTION SUITE NEEDS TO BE FILED AGAINST T-Mobile. I fully expect to have to file a motion to COMPEL discovery with the Court. I will let the JURY decide.

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Megan
, US
Apr 15, 2009 1:15 pm EDT

I have been a loyal customer of T-mobile for 5 yrs +, and payed my bill on time always. I recently changed my coverage to Sprint for better coverage, & discount through employer. I verified that I was not breaking my contract with T-mobile and advised I was fine. I payed off my account thought things we're closed with T-mobile, but still getting phone calls that my account is past due, and then a letter needing $265.00 more dollars. I called billing & customers service today, and was advised that since I kept my old phone number to carry to my new company that I'm being dinged for this outrageous fee. Not one person ever told me about such a charge, and I feel this should have been advised and informed to the customer. I really feel raped with these charges & the fact that I always payed my bill and on time, tried to avoid any issues.

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Hope G
Skokie, US
Jan 25, 2012 4:33 am EST

I have been a customer of T-Mobile for over 7 years. Approximately 5 months ago I started getting overcharges on my phone for Internet service that I never signed up for. I called T-Mobile and informed them that I never signed up for Internet service and after arguing for an hour- they agreed to reimburse me the additional charges and block Internet service for all four lines on the account. Since then- on all my invoices following my complaint- I still receive extra charges for "Internet" service and every month I call to complain. Two months ago I spoke to a rep and he acknowledged that they have been overcharging their customers and that we they are working 24/7 to credit all their customers the overcharges. This month- after receiving another over inflated bill I called again, They agreed to credit my $69.65 for last month's overcharge- but apologized that they cannot credit me the previous overcharges because it is too late. I expressed my rage over this statement and informed them that I would be cancelling my service in March after my contract is done. At that point they had the audacity to offer me a free month of service for all the inconvenience- but also informed me that by accepting this apologetic gift- my contract would be extended for 2 years! How insulting is that - I guess they thought that they were dealing with an idiot! At that point I declined the offer and informed them that I would file a formal complaint against T-Mobile and I would definitely drop them as soon as my contract was up. It's a shame that a big company as T-Mobile would treat their loyal customers in that way.

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margaret weeks
,
Jul 30, 2007 12:00 am EDT

I have [3] calls on my phone bill that i did not make. I called T-MOBILE and told them of the calls i did not make.they told me that my phone was used to make the calls. I told them i do not make calls to sunnydale, ca. or hilo,hi. The rep told me there is nothing that they can do about stand there were more charges to the same places on my next bill.

This was not know to me when i signed for this service with them. Anyway for me to get out of contract?

Please advise smb!

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marcelchehade
Albany, US
Oct 09, 2012 10:55 pm EDT

T- mobile is the biggest company scam. I was with T- mobile for almost six years two month ago I called them shopping for good international rate calling plan to call overseas the person that i talked to offered me A $20 unlimited international calling plan for land line only he said after I received my bill there was a charge .44cents each minute for land line than when I called them questioning the charge they told me you don't pay we going to put this on your credit so I had to cancel my service with this offal bad scam company.

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travelbug10
, US
May 19, 2010 10:14 am EDT

This is the biggest cell phone scam. I was with T-mobile for over two years and my normal monthly bill was no more than $45.00. Suddenly, without warning I get a T-mobile bill for over $400.00 and a note on an email from them that they have decided to charge me for every incoming call, outgoing call, checking voicemail, etc., etc. Suspiciously I was receiving a lot of incoming calls I did not recognize and had to check my voicemail to see if there were any messages. They have now passed it over to a collection agency who send prerecorded messages several times daily to my residential phone and now have sent a threatening message to use every means possible to collect (whatever that menas). In addition, T-Mobile has lousy coverage. When I initially took T-mobile service I ordered coverage from coast to coast as I was travelling in my Rv. Throughout the whole of Missouri I could not get any signals. Phoned T-Mobile, they tried and also not successful in linking me to any signals.
Be wary of a cell phone company that without warning sends you a huge bill as they have made a decision to charge you for anything and everything you were not previously notified of. Absolutely unethical and disgusting cell phone company

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mama35
, US
Feb 27, 2010 2:16 pm EST

I have been a t-mobile customers for over 10 years. I always paid my bills and tried to stay within my minutes. Because it is a family plan, I never paid more than $120.00. My sister went to Haiti for two months. When she came back after the earthquake, we received a bill for over $1300 with calls being made to Haiti in February 2010. When we called t-mobile to resolve the issues that we do not call Haiti and made calls to these numbers, they accused us that the calls were coming from our phone. When we asked to talk to higher manager so this could be investigated further, the investigator indicated that she was the highest in charge and there was nothing she can do about this. I truly believed someone hacked into our lines or t-mobile data. T-mobile is doing nothing to help with this issue. I just think it is ridiculous, unfair, and poor customer service for not taking the time to look into this further. Especially for someone who's been a customer over 10 years.

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John
Columbus, US
May 04, 2009 11:19 pm EDT

This T-mobil should be called T-rob because they just want to rip you because you are bound by the term! A friend of mine to let his 10 year old kid to have a phone in case of emergency contact. Unfortunately, the kid was fanscinated by the games that T-rob provided and he down loaded a lot of games then ofcourse the parents won't get aware until it was a month late. When he reviewed the bill he was astonished that they charge so much on the games! When the parent asked if these belong to unautherized usage, they said yes. But when you ask for refund, they said either No or if you pay extra money with 2 more years services but no more money back. They are so greeedy and scared us too because I have used T-mobil for 2 years, maybe it is time to change.__John

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RECORDINGS19
Seattle, US
Mar 03, 2009 11:48 pm EST

umm- well im not sure where this post goes... since its such an insane- I MEAN INSANE problem that i am having to deal with... sooo- how do i start?!

let me start from the beginning-

ive had a nokia (T-MOBILE) for about 2 years... it started calling itself- IM NOT KIDDING! starting about 3 months ago... this issue IS NOT funny- this problem is waisting my minutes!

not only does the phone call itself- but within the last 2 weeks it has been calling numbers that arent even possible- sometimes 15 digit numbers... THATS IMPOSSIBLE RIGHT?! well i guess NOT- cuz thats what happening to me...

ive talked to a few T-MOBILE people about this and they think i am flat-out lying! has anyone had this problem? this is horrible!

everytime the phone calls a number (EVEN WHEN ITS TURNED OFF!) runs down my (pre-pai) minutes!

i do not understand what is happening... why doesnt anyone know whats going on?

T-MOBILE can let me get a new phone for free? or find a way to fix my "baby" for free?

i am very upset and i dont know how to find a way to fix this problem!

i wish T-MOBILE would burn themselves down so that none of us have to deal with their crap anymore!

this phone company is going to make me cry- im so upset at them... and they are very rude when i asked them about some other problems on my other phones too (all from T-MOBILE!)

HEATHER
PLASHTEN@HOTMAIL.COM

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CHAYO BRIGGS
,
Nov 24, 2008 6:54 pm EST

Jenny, I am delighted to hear other customers problems with T-mobile because someone needs to take action against T-MOBILE and other wireless companies due to over charging their customers.

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.

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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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T-Mobile USA contacts

Phone numbers

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Website

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