T-Mobile USA
reviews and complaints

My sister Keema Newsome went into Atlanta Branch store in July 2011 to get my nephew a new phone. She called and advised the rep stated that there were some charges on the lines that can be removed such as subsriptions and wanted to know if i knew about them. I contacted my son’s and ask if they knew of these subsripctions charges on their lines. They advised no and I advised the rep he can remove them. Never did this rep state or asked about a promotional or contract change.

As I do whenever i upgrade lines I make it clear i do not want nothing changed on my plan. I NEVER gave permission to change my contract whatsoever. It was a shock to me when i went into tmobile store here in North Carolina to pay $500.00 on my bill that i inquired about the lines because i knew some of the lines were up in 2012. This is when i found out all the lines where extended to 2013 and i was placed on this other plan. I use to like TMOBILE which is why i said so long because of the helpfulness of customer service and quick response despite there are cheaper plans that i can go to.

To me I rather quality and FAIR customer service anytime over payment. Within the pass year i have had tremendously tooo much problems with TMOBILE but i dealt with it any how.. But this has taken the cake for me. I am asking that my contract be returned back to the 2012 date that i had before it was extended with out my knowledge.

This has sadden my heart very much because i praised you all and referred other of my friends and despite what anyone else say i still believed in TMOBILE. However enough is enough and this has done it for me. All I am asking is my contract be put back to 2012 as it was. Once again I did not give PERMISSION to any contract change.

I went to Superstition Springs Mall To T-mobile to see what could be done about my daughters phone malfunctioning. They told me they would upgrade her phone to a cheap phone for 10.00. That it would add 2 months on to her contract which was due to expire in March 2012 when my other 2 contracts expire. So that would put her phone at May 2012. I never left that day with a contract in my hand they just switched out the phone. When I recently paid my bill at a different store I asked about my contract and they told me I signed another 2 year contract on that phone line. I said no why would I do that when my contracts all expire at the same time. So I went back to the mall and they lied and said no you signed a two year contract it was the same two guys who had done the phone swap.

I said no you told me that the swap would add two months to that contract. They said no we didn’t. I asked to speak to the manager and he pulled up a contract and handed it to me. I did not sign anything when they did the phone swap.

I am reporting that they are doing what ever they want to peoples contracts. This is unfair and I wont be taken advantage of by people switching or changing contracts on things I did not sign or approve. I am going to contact the news channel in my area who does customer complaints. While posting this complaint. I am not the only one that has had the same problem with contracts being added onto without permission. If this contract is not cancelled as I was told two months prior to March 2012 which would make it may 2012. I will contact the news station to have this investigated. I have read other complaints so obviously I am not the only one who has been lied to.

Basically I don’t call a lot:I use less than 100 minutes out of 300 minutes allowed by my basic plan. So, to cut off more price (in order to save extra money) I had discussion a few option with your representative on late October or early November 2011, the representative told me that if I make a contract for 2 years, I can keep this plan with reduced price (27.6$, a 10 $ off from the current bill) and direct me to make a contract for 2 years (until November2, 2013).

However, when I checked the bill this Saturaday, i.e. yesterday, your company is still charging 37.7$. In that case, the representative deceived me to make a contract by providing false information or fradulent incentive. This is a scam that should not occur in an established company like T-mobile! I strongly believe that if you look for the date in which I signed the contract you will find the name of the representative and the voice record of the conversation. I believe that if this is an intentional deception, the representative should be fired. Please, resolve this issue.

If the representative didnot say that I can reduce the charge on the bill, I wouldnot make the contract!

My wife and I were with T Mobile for 2 years and we where looking to make a move back to Verizon because the cell service was better. We had been to a local store to get a phone fixed and the girl at the counter said she could save us some money by changing our plan to less minutes. We agreed, but she never told us our contract would change. Then I was at the store to get a new phone and was told to wait since our contract was ending in September.

September came around and we changed service and payed I final bill with T – Mobile. Well, we received a bill this month for $631.50. They say that our contract was extended do to our change in minutes and we where charged for early termination and a final month of billing. I am pissed and t- mobile can go f- off for all I care. They refuse to listen, even though we haven’t missed a payment in 2 years . What do I do?

I tried to upgrade my contract with target mobile. I was very clear I liked my plan and did not want to change it. I had a unlimited data plan for 2 phones 10$ a month each. They send the phones and before they get here I recheck my plam on the t mobile site and they have me getting charged 30$ for data on EACH phone. I cancel the next day. They now say I only have 200mb on each. They lose a phone and will not change the phones back and say there is no unlimited plan. I say well it is on my bill, black and white and I have had it for several months. They both sound like they are in India, target mobile and t mobile. worst customer service I have ever had.

I am T-mobile coustomer for a long time. since I start with t-mobile used to good but my last bill payment make me very upset becaue very month i paid around 75 dollars according to my usage but my last payment is 115 I don’t know how come to reach my bill like this .I call coustomer service and talk Patric and explaned him everything and he told me that i am use data and interational call and text. first of all i never use interate on my phone because i have lap top and use all the time and also every month i pay 14.99 for unlimtted text for domostic and interational and i didn’t made interational call like cost me on posted on my bill . i don’t know how all this thing come to my bill.

I really upset about this thing and my contarct will be over after one month at january and will contact other wirless company which have good service and even fair price.I would like to say please give good and afir service for the coustomer that is the way to keep your customer.

I am so sick of pop up adds. But just when I thought i’v seen it all. But t mobil takes the cake. I was checkin my email and a friend sent me a message, but I can’t ancer it becouse when I click io read box. T mobil’s pop up add covers all most my hole page, and I can’t read my messages. That’s not right. Something has to be dun with all of these pop up adds. I don’t even use t mobil. All of these businesses need to stay out of peoples privet lifes. If people wont to do business with them we know how and were to find them. They need to pass a law and do away with pop up adds.

Or better yet make wone web were you can go to and scroll downand click on to. And what ever pop up add that you are looking for will pop up. That would take care of the pop up crap. Thank you. Jim l. I had an fraud account with this company. They told me the account was closed out and I would get a letter in the mail in 3 business days. I have yet to get the letter and when I called them they had no idea of the letter. So 3 weeks later I get a call from a collection agency saying that I owed them 380 dollars. I never even opened the account with tmobile and theyre trying to charge me for them releasing account on my name.

Not hardly getting a lawyer and were fixing to see how this case goes. I will not and am not going to let up even if they try and back out of the charge its not happenening theyre going down this time because its #.

I have t-moble for about 9months or less now! And I am paying for a 4g network that never work. I called and ask them to change my service, there respons was (1) I am on a contract and cant change it with out paying $299 (2) I use alot of my internet. I have no service 80% of the time, I change my phone three time. Now I have to get a different phone service. So now I am paying two phone bills I cant afford. I start taking pictures of my tmobile phone to show I am not on the internet alot as they assume..

Every time I try going on the internet it goes into search mode or no service. Or if I send s oneone a text they they get it two days later or when someone send me a text 10% of the time zi dont get it intil the day after.

I had an upgrade approximately 4 weeks ago from you. Which was a blackberry 99100. All the accessories were missing from the box. And when I called to complain. I was told they would submit the claim and send it out to me. Since then I have received nothing. Now the phone has stopped working. I spoke to someone at your offices and they want me to take it to your t mobile shop for repairs. Why is this? The phone is faulty and up to you to send a courier out with a new phone and accessories. I have taken advice from trading standards. And I was told to email you with the complaint.

I cancelled my T Mobile service half month into my billing cycle after being with them for more than 2 years (I finished the 2-year term). I got the final bill, and it was not prorated. I called the customer service and try to fix the bill. The customer service representative told me that T Mobile does not prorate bills, and it’s written in the contract. This was never mentioned when we purchase the plan. The text regarding “not prorated” is hidden in the contract. This is not fair to the customers. Why do consumers pay something they don’t use?

Also, the customer service representatives at T-Mobil are not helpful at all. They don’t care about their customers regardless you are on the plan or not. I will never use this carrier when I have a choice.

T mobile affiliates itself with a company that is selling customers phone numbers. Upon completing an unsatisfactory survey for an issue with my phone, I started to receive a flood of unwanted calls from a company that claims to be responding to a 'survey for health insurance... ' and another scam... ' a survey about interest I completed in blue cross blue shield. I have had the same insurance for over ten years, cigna. I have not completed any survey for health insurance, nor would i. I don''t even do hardly anything online. These harrassing phone calls started with 2 hours of completing the survey for t mobile. The phone numbers are so many, you can't even block them all. They are stealing numbers. If you google the numbers, you see that all these people have been harrassed the same way. I have filed a complaint with the bbb and the fcc. I am going to continue fighting this until they are shut down. T mobile called me today, 8 times on my work cell which is not a t mobile number it is verizon. He tried to lie to me and said he only called me 3 times. I had 5 voice mails from him, so go figure. I said I was returning his call, and all he would say was he was calling about the bbb complaint I filled out on line. I explained all the issues I was having and that I would continue to file complaints until they resolved it to my satisfaction. He admitted they use a company for those surveys but said my issue was with them. We should hold t mobile accountable because they are the ones releasing our phone numbers to these people and t mobile is the one paying them to conduct their surveys. T mobile is the one accountable. Please do not use t mobile. If you do, under no circumstances complete any surveys. This is horrible. These people call me 20 times a day every day. I answered the phone one time and asked them to stop. This man went nutso on me and yelled at me repeatedly... 'do you have high blood pressure... ' until I had to hang up on him I am so infuriated. The numbers are so many but I will list some of them:
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I am writing to inform and hopefully in a small way maybe get some pay back the way I was treated and hope no one uses t mobile again. My story started in June 2011 I purchased a My Touch 4g and upgraded my contract. I first of all was about to go in nursing school and work full time and I needed access to my online class anywhere, so because the my touch had a built in hot spot that was the feature I needed. The t mobile representative never told me there would be a hot spot charge on top of the Internet charge 30.00 and additional amount of 14.99 if I would have known that I would have not bought the phone because I work for a living and on a budget. So on my first bill was higher than quoted contacted t mobile and was told they had changed there policy and was charging for the above feature and now if I wanted a hot-spot I had to pay for it. again additional 14.99 so after a run around that went off and on for about 3 months before resolve. they gave me a deal I thought which found out later in fact this week that I was paying for 5 dollars more and charged twice for same service. Which after finding out what was being done I had the service changed a day ago and when contacted them on correction I was told it was in contract which by the way I never received. But my story gets worse my wife phone has been acting up so when I saw the ad for free phones going on Feb. [protected] it was time for a change. so I contacted t mobile on sat evening and spoke to representative who stated to me I could get a free phone which is fraud because you have to pay for the phone up front and get a actual rebate after 6-8 weeks then you get your money returned from the purchased phone. Further representative went on to say I just needed to go to the t mobile store and get the phone because if I got the phone from customer service I would pay for shipping. The phone was galaxy 2 which would be 249.00 up front w/ rebate. I as paramedic had to cut conversation short due to call and representative called me back and further repeated the same deal as above. So I got off work and went to the t mobile store and stood in line for 30mins before I was told I needed to get on a list due to them being busy with the supposed free promotion. So then I stood waiting to be helped for another hour and 1/2. My name was called and once seen finally I was told that I am not eligible for the full upgrade only a partial and I would not get a rebate. The salesperson said she would not honor what t mobile just an 3 hours ago offered and she said I needed to call customer service. So I left store contacted t mobile customer service which by this time my anger over the constant continued run around was high. After about a 1/2 hour customer service contacted me back only to be met by a condescending African male representative and when I stated I needed supervisor after waiting on hold for 20mins I get another supervisor also African American male and after sitting on hold I get a feminine speaking causian male who states to me you want to cancel your service which I never up front stated. So I again explain above all over again only to be met with a condescending attitude telling that according to his notes that the first representative told me that the phone was 249.00 out of pocket and his notes state nothing about me getting a rebate which I believe they omitted what was originally what was offered in beginning to cover themselves because when I asked if talked to the original representative the supervisor stated he didn't have to and he had her notes which when I was at the t mobile it was stated the offer I was originally quoted in the previous customer service representative but the store could not honor it. So to make a long story short t mobile did not honor anything they offered. I believe that t mobile does not care about there long time valued customers I have been with them since 2005 and have always paid my bills in timely manner and I also believe that this promotion is a bait and switch of the worst kind. This incident I believe proves customers are misled and should be further investigated and I hope one of the t mobile leaders see this complaint and knows that on June 2013 when my contract is up I will no be a t mobile customer and my new quest is to put this complaint on every web site that will let me. And nothing they do from this day forward will ever satisfy me enough to change my mind.

After many years of dealing with odd charges (some reversed, some not) I finally cancelled my service in September of 2011 (contract was up August 12, 2011) Breathe easy right? Not so much, today January 24, 2012 I receive a letter with charges of $15 for phone service which is odd as not only is this a small amount compared to the $200 I was paying per month, but also because I was on the Flex-pay (must prepay every month for service) so I decide to call.
I then find out I have been turned over to collections via the automated system which so abruptly disconnects me when attempting to speak with a representative. Next, I call from my fiance's phone to see if I can get some answers from an unrecognized number (I ported my number to the new cell company, so it remains in their records attached to my account), although I do manage to get through to billing, upon questioning her regarding the $15 charge and requesting the name and number of the collection agency I was supposedly forwarded to, she immediately disconnected me... Really. Rude? YES, however I am reminded of the many reasons I am glad to not be using T-Mobile. I will be calling back and attempting to speak with a manager, maybe by December I will actually have an answer.

Brought a new T mobile 2 yr contract on the 17th of december>there was a promotional offer on 17th and 18th dec where samsung galaxy s2 was available for $0.00 with unlimited data and voice plan which comes out to $90/month.the authorized dealer asked me to submit 2 rebate forms.one for $ 50 and other for $200. now T mobile rebate centre are saying that they can only approve one rebate and they receive the $50.00 rebate first so that will only be processed.the $200 rebate is void now.this is complete cheating I did what was told to me by the authorised dealer and now he is also not answering the calls and helping..please help..

On April 24, 2011 I went into my local TMobile store and purchased a Dell Inspiron Notebook and purchased 3G wireless service to go with it. The problems started immediately. I returned the Notebook to the store the next day in exchange for a new on that worked. I was given the impression that it was the Notebook. However, I was a loyal TMobile customer for about 8 years so I trusted their network wasn't the issue. Until I had problem after problem with the service - no connection, getting kicked off, super slow speeds - it was virtually impossible to go online and do what I needed. So I called T Mobile, a lot. I was given a million different excuses for 7 months! They ran the gamut from my notebook has a virus to changing my plan to 2G since that's all I used. I called so many times it felt like a 2nd job. I also, was continuing to pay my bill even though I was not receiving the service they sold to me. Well, I only could use 2G because I found on on November 7, 2011(7 months later) I was helped by a customer service rep (Theresa) who ran a speed test and found "the speed of the Internet slower than dial up!" Well, I got a supervisor to give me a seasonal suspension for 6 months due to my unwillingness to keep bad service. It was then that I started demanding my contract be terminated, that I was sold a product that they failed to provide and fully expected an apology and a refund for the prior 7 months of payments I made in good faith. Ultimately, I was credited for 2 months and told the seasonal suspension would cost me $10 a month but, they would not let me out of the contract or give me any other credits. I persisted. I have gone through the BBB and at this point an offer by them is they will let me out of the Broadband contract if I give them the Dell Notebook. I am told that my network now is up and available at 5G unlimited - now 9 months later? That is ridiculous. That is puzzling to me seeing as I bought and paid for the Dell notebook which is my private property. They didn't provide a 3G service that was sold to me ($39.99 month and contracted for 2 years which also upped my 3 phone lines !) and they have a stipulation (give them the $300 Notebook) to let me out of a contract that I was honoring all along. Lupe Chase is the representative who is pulling the bribe [protected] ext. 3417986 - she should lose her job over this type of harrassment. This is cronyism and abusive deceptive practices at it's best. I should not be obligated to give them anything as they defaulted on this contract. Especially private property in return for them ending the contract. What's next my car? A flat screen tv? I want to be let out of all obligations to TMobile as it sickens me to have to go through the stress of this.

I contacted T-Mobile client services prior to my trip to Germany to inquire about any fees involved if I were to make calls while I am there. I was already
on the international calling plan with T-Mobile. And my specific question to them was, if there would be any additional fees if I made calls while I was in
Germany and I was told no. I could have easily avoided using my phone but I relied on this answer and made calls. I was shocked when I saw my bill upon my
return. I am not an irresponsible person, never had any delinquent accounts and
I am frustrated that this will affect my credit score I worked so hard for. I
probably would give in and pay it, just to prevent this from happening, however
I am a cancer survivor and am still paying my bills for treatment. So really strapped for cash. I know my budget and I would not have gone over it, this has
been a very stressful situation for me. Please help... I tried calling so many
times, got hung up on, was on hold for nearly an hour, even tried mailing a
letter. No one will listen and they think this is justified. But not in my
opinion. This is VERY out of character for me. I am responsible and pay my bills.

I am so sick of pop up adds. But just when I thought i’v seen it all. But t mobil takes the cake. I was checkin my email and a friend sent me a message, but I can’t ancer it becouse when I click io read box. T mobil’s pop up add covers all most my hole page, and I can’t read my messages. That’s not right. Something has to be dun with all of these pop up adds. I don’t even use t mobil. All of these businesses need to stay out of peoples privet lifes. If people wont to do business with them we know how and were to find them. They need to pass a law and do away with pop up adds.

Or better yet make wone web were you can go to and scroll downand click on to. And what ever pop up add that you are looking for will pop up. That would take care of the pop up crap. Thank you. Jim l. I had an fraud account with this company. They told me the account was closed out and I would get a letter in the mail in 3 business days. I have yet to get the letter and when I called them they had no idea of the letter. So 3 weeks later I get a call from a collection agency saying that I owed them 380 dollars. I never even opened the account with tmobile and theyre trying to charge me for them releasing account on my name.

Not hardly getting a lawyer and were fixing to see how this case goes. I will not and am not going to let up even if they try and back out of the charge its not happenening theyre going down this time because its ###.

I have set up a contract phone with t-mobile about 5 months ago and they have consistently over charged me. this has happened on four separate occasions which has lead to me being refunded some of the money. This has happened for a fifth time and has now made me occur charges with my bank for £30. This has made me over drawn on an account that has no overdraft! This has become a regular occurrence that is stressing me out and it has become ridiculous. T-mobile will not allow me to cancel my contract with them and I feel that they should allow me to as they are incompetent and are unable to deal with my account properly. I have asked them also to block numbers but they are unable to do this. I am wondering what steps I can take now?

To whom I may concern.

We sign a contract with T-Mobile Service for paying family plan at $59 for 700 minutes usages. We also pay $15 text message for each phone. We don't need the Internet plan. However, this month we noticed that our account was charged for $50 of using the Internet access. Our phone (HTC HD7 phone already had WiFi). We have been using the WiFi to access to the Internet at home and at work without getting charged at all for over 6 months since we first sign the contract. Now, T-Mobile just changed the plan and charge us $50 for using their Internet service without our permission or authorization. We call the customer service and they told us that they now block our Internet access but we have to pay the $50 for whatever it happen of this month. I told them that it's not fair for us just paying the $50 extra on top of what we support to pay for. All they told us that we need to pay the $50 for using their Internet service. They can't adjust it. As a customer, we don't see that fair to us at all. first we have not done any change on our account. Second, T-mobile just change the plan without need approval from their customer. Third, T-mobile just want their customer to pay some $$$ for their company. We think, T-mobile just want to make some $$ from the customer as much as they could. we try to ask them to get rid of the $50 that they charged us, but they said they could not do anything. All they told me was Sorry, but we need to pay the $50 charge.

I don't know who can help me with this problem, Paying $50 not a problem for us, but if this thing happen like that, T-mobile will rob a big money from their customer. Please help us out... we need the justice please...

Thanks

If you need anything, I'm always willing to answer all your question. Again... we need your help.

Just purchased a phone from the Ameritel store in Lynbrook, NY. The phone was defective and the store rep said that he could fix it with an upgrade. Well the upgrade didn't work. We wanted to return the phone but were forced to pay a $50 "restocking fee". When we requested to speak with the owner of the store, the employee called the owner who refused to talk with us. The employee then said "why should we have to pay for this defective phone. You took the same risk we did in purchasing this phone." When we asked for the owners name or some kind of contact information for him, we were refused that information as well. DO NOT go to any Ameritel store, especially the one in Lynbrook NY. Instead of going to an authorized retailer, go to an actual T-Mobile store so there can be some kind of accountability.

T mobile, small company they are not worth the name or anything else... I had request them to into new account because my bank as a pending hold and my bank to me that they need tmobile to release the hold, but the need a letter from tmobile, well tmobile don't have time to send a simple fax to clear the deposited, because its has to be process by another company who handle that. OMG make no sense and ridiculous, cs supervisor to hand the situation and they don't have manager above them, they think we are stupid and company don't have manager on site. It's call lazyness! I wouldn't recommand tmobile for mobile services...