T-Mobile USA
reviews and complaints

I have had nothing but the worst experience with Tmobile and Asurion.

In March of 2010 I upgraded to a family plan to add my fiancee. He started a new job where he needed to know the roads so we decided to get him the Tmobile Tap which has a navigation system, we were excited he could have a nice phone plus has nav. for his new job. My fiancee wanted to transfer photos from his old phone to his new Tmobile Tap phone but the only way we figured he could transfer them was by sending them to me with his old phone and then once i had recieved all of them he was going to put the sim card back in the other phone and i was gonna send the pictures to him so he could save them and have them on his tmobile tap. We were at the food court of the mall while we were doing this and he was still sending pics to me ( it was taking awhile), we decided to go home and do it since it was gonna be a long process once we reached to the car he noticed he had forgotten the phone on the table where we were eating. We went back talked to security and the information desk and all we could do was leave our number and wait for someone to turn it in. We called a couple times hoping the tmobile tap would be turned in. I called tmobile after awhile and asked if we could have it replaced tmobile said ofcourse! since we had insurance on it, it was going to be fine. I never knew we had to go through another company to get this claim started. I called in about a month after this happened and Asurions system was down so they told me to call back tomorrow since they couldn't view any information and they really couldn't do anything about it at the moment. My fiancee and I havevery busy schedules - he was doing well with his job so he wasn't needing the phone right away. This month(July of 2010) he realized that he needed the phone and besides we were paying for the insurance. So I filled the claim online then at the end it said claim could not be completed. I was very confused as to why and decided to call it in. I talked to a rep. and at first were very nice at the end they assumed I still had the phone and was just trying to get a new one! WHAT IN THE WORLD! I can't believe this I explained what happened and the rep said i had 30 days to file and that i knew it. I never recieved any policy papers. When I purchased the phone I put insurance on it for a reason - my fiancee's job is labor and i knew a touch phone could be damaged what if he dropped it! I also asked for a supervisor and she did not give me any answers to any of my wuestions just kept repeating that they could not replace it! I DON'T UNDERSTAND WHY, I AM STILL PAYING FOR THE INSURANCE. MY FIANCEE HAS NO CHOICE BUT SO USE HIS OLD PHONE! I have a reference number which is [protected] the supervisor's name is Kahmisha. She truely did not know how to answer my questions. I am just like everyone else who unfortunately gets stepped on by these companies! Like who can we talk to to get this resolved do i freaking have to sue them because at this point I will not only sue them becuase I am mad but becuase tmobile gave me false information and i never recieved any policy ALSO! beucase it is unfair to all of us who support these companies by getting services from them. We are the reason why they are so big! why do they have to step on us like bugs and give us false information. I also have flex pay, the first time i went in and got it was beucase i did not have any credit and the tmobile rep. told me it was only a one year contact which i was excited about not that i call in they tell me it is a two year and they do apologize for the FALSE! information but it's two years! SO I JUST LIKE EVERYONE ELSE FALSE FOR THIS WRONG/FAKE INFORMATION! That is so wrong! Honestly, I trust them enough to believe in there word if they start with this what else are they gonna trick us with? I am not going to rest until this is solved because it is unfair and i am sure I am not the only one that has this occured to them. No matter what i say to asurion and tmobile they really dont care because really I am a little person with no voice and they are the big companies! well i dont care this is so stupid that i have to do all this in order to get my issue fix. No matter what Everyone thinks NO ONE SHOULD EVER GET TMOBILE OR GET ASSURED BY ASURION. Most of my friends and clients usually go for tmobile becuase it's CHEAP. However, i will no longer talk good things about tmobile with them i will let them know to go with another company as they are the worst company ever, from assuming the worst from my issue to giving me false information!

I purchased a to go phone from t mobile. I told the rep I wanted a phone to put in my car for emergencies. I would not use the phone for anything else. They told me and it also says on the refill card that after you spend $100 your minutes will not expire for a year. I have spent over $100 but when I activated my cards I noticed it keeps saying my minutes would expire in a month! I called the company after way tooooooo much time on the phone I was told someone changed my pin and the type of account. I told them that it was not possible! I live alone and no one has access to the phone or the info. They pretty much told me I was a liar and the only way to get access to the account would be to physically come to one of their stores and show them my ID. So I went in showed them my id but of course the store I went to could not help with any other matters. I went home called them again they insist their is nothing they can do because the account had been changed. I asked for a supervisor...they said they dont have any...Jesus said if I didnt calm down he would disconect me...this was after one other person put me on hold and threw me back into the phone pool. So you go from a rep on the phone directly to the president robert dotson via email. I sent an email gave them the info and still have not heard from them! This is all over a $10 refill card...they continue to call me a liar. I am so tired of companies ripping people off for small amounts because they know time is more valuable and people dont have the time to fight them. I believe it is one of the companies underhanded stratigies to not only cheat consumers but to force them into the store so they can try and talk them into other products. Shame on T Moble and the ### sucking people that work there!

I have had three T-Mobile phones since 2003 and have never received satisfactory service. However, over the past six months, continual problems with not being able to make or receive calls as well as having calls that do connect dropped have made it impossible for me to communicate with prospective employers, friends, and family members.

Despite dozens of calls made to T-Mobile requesting assistance, your employees have refused to address these problems adequately. I want to be released from my contract at no charge and I want a refund for the past six months of unreliable and inadequate service.

At the end of June, I began having problems with my phone and contacted T-Mobile by e-mail (since I couldn’t make calls). At the time I wrote: “will not call or receive calls. Dialed calls are dropped before connecting, prompting a "retry" selection. Incoming calls go directly to voicemail. I was able to use a different phone of the same brand and model (Motorola V66) at the time that mine [protected] begin_of_the_skype_highlighting [protected] end_of_the_skype_highlighting) was not working. The first event was resolved by your Technical Support. He had me change my Network Setup to Manual and then the phone worked. I tried the same thing on Wednesday, with no results. Although the phone did say it was registered on T-Mobile, I still could not call. At 8 p.m., I looked at my phone and the T-Mobile logo was gone so I powered off/on and then was able to make calls.”

This type of event continued for weeks. I never knew when I would have service, or for how long. Some days, I couldn’t receive or make calls for hours at a time, and I have no idea how many important calls I missed. When I called customer support, sometimes I was told that T-Mobile was having network problems in my area and service would be restored. Usually they told me to power-cycle the phone and it would be fine. Finally, when I threatened to cancel service, a T-Mobile representative offered to replace my phones for free. Only then was I told that T-Mobile had upgraded its voicemail system and it was no longer compatible with the Motorola V66 I had purchased when I signed up for service a few months earlier. The representative said T-Mobile knew of many problems with this phone and the upgrade and suggested that replacing the phone would solve the problem. I wanted to know why no one had let me know this and offered to replace my phones weeks earlier, but never received a satisfactory answer.

I can’t begin to count the number of hours I spent on the phone with T-Mobile customer support and technical support. Each time I called, I had to repeat my problems to at least two different people, who asked the same questions, and tried the same things. The time I threatened to cancel, I was on the phone for over an hour repeating my problems over and over. One of the last times I called technical support, I was transferred and waited on hold for 45 minutes before hanging up.

Currently, I cannot receive calls from certain business numbers in two different cities. T-Mobile service personnel claim that their network is fine so it’s not their problem. The only recourse offered to me is to have the businesses call their providers. These are businesses that make and receive hundreds of calls every day without a problem. They are not concerned about my phone trouble. When I said I wanted to cancel my T-Mobile service, I was told there would be a $200 per line charge (and I have three lines). Even though I can’t receive calls and T-Mobile has offered no options for addressing the problem, the company refuses to waive the charges.

I brought up the numerous problems I’ve had with T-Mobile to illustrate the poor service history I have experienced. When the T-Mobile rep reviewed my records to see how many problems I’ve had in the past six month, he claimed he only saw two calls in his log—not the dozens I’ve made. One was the call in which I threatened to cancel service and was offered new phones. The other call was a billing question. He claimed that none of the technical support calls appeared in the log.

I have been looking for a job these past six months and it is vital that I have reliable service and be able to receive calls from everyone at all times. I don’t know how many opportunities I missed, and how much money T-Mobile has cost me. I know that I continued to pay for my service, even when it was totally unreliable and unusable for hours and days at a time. T-Mobile offered me some “bonus” minutes, which I couldn’t use because I didn’t have reliable service.

Despite the fact that I cannot receive calls, T-Mobile refuses to do anything to solve the problem--and will not even allow me to seek service from a reliable provider. Therefore, I am filing complaints with the Federal Communications Commission, the Oregon Attorney General’s Office of Consumer Fraud, the Better Business Bureau, and as many online complaint/advocacy groups that I can find. I insist I be released from my contract at no charge and I want a refund for the past six months of unreliable and inadequate service.

Just checked my bank account online which I do several times a month, I found a charge for $55.13 for vesta/t-mobile that shows to be pos (Point of sale/online?) which I did not authorize. I have five phones with verizon and have had verizon for 12 years for my mobile service. I have noticed several other issues with other people having problems with vesta for unauthorized charges.

In most of the other cases i've read, vesta had access to their credit/debit card numbers or their checking account/routing numbers from an actual paper check.

I have been with verizon for 12 years. I do not have a t-mobile prepaid phone. I do not have a prepaid phone from any wireless carrier. I make my payments direct to verizon wireless through my financial institution's 'billpay" system. At no time, in any way, did I or anyone in my household purchase a prepaid phone or timecard from any establishment, t-mobile or otherwise.

How the hell did vesta get my debit card number? I am on the phone with them now trying to sort this out. Regardless of the outcome my credit union will investigate and get my money back. I will also forward this information to the attorneys general of both texas (My state) and oregon (Where the charge initiated). The texas ag loves going after big companies engaging in fraud. This could be fun to see the eventual outcome.

I have been with t-mobile for three and a half years. In spring 2008 i purchased an air card. After my computer broke down in Feb. 2009, I purchased another and the internet wouldn't work in it. T-mobile never disclosed the cards weren't universal, never ask which model of computer I had, and told me the cards were out of date. They couldn't offer me a trade for another card. They did charge me for a early termination fee. In Dec 2008, I continued my contract and purchased another phone for 2 years. I added insurance and ask what the deductible was. The salesman said $50. I said OK. Presently my phone is broke and their insurance carrier says the deductible is $9o. I'm wondering if t- mobile is in the communications business or just into ripping people off.

I bought my HTC "mytouch" phone from T-mobile in October 2009. I started having problems with the screen rotating properly (from the vertical view to the horizontal view). I called T-mobile's customer service to find out what my options were. I told them I suspected it was a software or operating system (android) problem but the representative said my phone was still under warranty I could get a replacement sent out to m, 2nd day air mail via UPS and a prepaid box to mail back my defective phone. She asked what color the sticker behind my battery was and I told er it was "white". She claimed that was good and meant handset had not suffered from any water damage and that meant it was still covered. Then she read me the disclaimer stating that when my phone was returned and inspected I would be assessed a fee if they found any physical damage such as a "cracked screen or water damage". Wrll, I knew my screen wasn't cracked and she just said I didn't have water damage so I thought I was getting great customer service. I got my new phone the very next business day but found it had the same problem my first one had. I then concluded it was a software problem and I would call and ask T-mobile about it when I had time to.

Low and behold a week later I got a letter thanking me for participating in their warranty program but I was being assessed a $100 fee because they found internal water damage. I called and explained my new phone still had the same problem so if they wanted to charge me $100 for water damage that if it even existsed, didn't effect my old handset, I would just assume have them mail me back the old phone. It worked just as good as the new one did.

After pending over 2 hours on the phone they said they couldn't mail me my old phone, they couldn't provide proof my old phone was damaged and they couldn't do anything about the $100 charge except break it up into payments for me. I have been a customer of theirs since they were voice stream and this is really how they treat their customers. I am beyond upset and feel like I'm an undervalued customer.

So my family and I have been with t-mobile for a very long time. Their company was the one we started off with and have never switched. Over the last 3 years we have been having quite a bit of trouble with everything about t-mobile. Also I have had to replace my cell phone 9 times all within 6 to 9 months of eachother. I started with a small old flip phone with a white faceplate and the screen stopped working, then i went to a slider phone and the screen also stopped working, and every other phone I had since then has had the exact same problems. Every single time the screen ends up shutting completely off and then I have to go and replace it. I cant even begin to think of how much money I have spent going to pawn shops and buying off other people because, when I would go to a store I would get no help and end up walking away worked up and annoyed. The customer service in the 3 different stores I have been to has been equally dissapointing and unhelpful. So a word to the wise, do not get t-mobile for your service provider. You will end up being dissappointed, angry, and phoneless within 6 months of your signing up for it.

There is no way to verfiy customer identity without a pin you created at the creation of the account, a year or more for me. My problem is my account is locked and they will be text my PIN to me, but my phone is locked and until I can tell them what my PIN is they won't unlock my phone. Catch 22. My bank, doctor and lawyer don't have this kind of security. I understand the policy, but this is rediculous! So now my phone is usless, thanks T-Mobile.

In February I tried to use my pre-paid cell and got the message that no minutes were remaining. I used my c. card to add $100 of minutes. However, I never
used any of those (as I use a different phone 99% of the times).

In late March, I did try to use the phone to hear that, once again, no minutes were left. I checked my c.c. statement and found that $100 went to Vesta T-Mobile
in February.

After a horrible phone experience with T-Mobile reps, I finally wrote an actual letter to them asking for an explanation to where those February minutes went and credit for them. No response and it's been two weeks.

This certainly seems fraudulent. Ideas?

Susan

Sir I received mail from tm-awards informing that I have received award of GBP600, 000 in the 2010 T-mobile nokia draws in UK and to claim mail at [protected]@live.com

Accordingly which I did, later I received mail from mr.glen brown asking me to fill the form sent with his mail in which I filled my details and mailed him back he had also written in his mail that I should keep my winning confidential to avoid double claim which might lead to disqualification.
On march 20 mr.glen mailed that the royal court has approved my winning cheque and his deligate mr.philip gary E-MAIL: [protected]@yahoo.com will departure London on [protected] and arrive Mumbai on [protected] with the cheque. On [protected] I received a call from no.[protected] of mr.philip gary informing that he will be leaving tomorrow from uk with my cheque. His personal call made me felt that all this is really true but when I came across the site complaintsboard.com I realize that it could be fake.
Later on Monday 22-3-10 I received call from Philip gary from no.[protected] he said that he has arrived delhi and needs INR35000 for clearing airport charges for my cheque in the city.
This made my doubt clear that this is fraud. He sent an sms SURAJ ENTERPRISES A/C NO.[protected] OF ICICI BANK AND PAN NO.BLOPK2922F in which he told me to deposit the sum in this account. I told on my behalf you make the clearance and as he reaches Mumbai I will pay back the amount after which he never called me.

I m uploading this mail so that other people do not believe such fraud people and stay alert before loosing their hard earned money

Thankyou

No.[protected] london called on 20-3-10
No.[protected] delhi called on 22-3-10

Mr .philip gary delegate to India to deliver the cheque
Mr glen brown chief executive t mobile pro Tel: +[protected]

I called a tmobile representative to see if I had any upgrades on my account and was told I had some. I then proceeded to have him tell me the different types of phones to choose from and the prices. I ended up choosing 2 and he gave me a total of$126.88. I asked him twice to repeat it and he told me the same price each time. I ordered them and it was done. Then, fast forward a month and I get the bill and it has an extra $32.49 on it for"other expense". It also said it was an installment of 3. I called them and they said "Oh no, this is what you owe on the phone. We only billed you for part of the phone. Then I pointed out that the total was already on my bill and there even was an extra $32.49 added on for no reason. The manager proceeded to tell me that the one phone I ordered was $129.99. I said no, the representative told me it would be $79.99 with the upgrade. This is absolutely ridiculous! I asked her if they could find the taped conversation of the representative and me when I ordered the phone and she said no. I told her this is insane, the representative gave me a total of $126.88. Where else would that come from?How would he come up with a figure like that? I was totally given the wrong total and ended up purchasing the phone thinking it was that price. I WOULD NOT HAVE PURCHASED THE PHONE IF IT WAS $129.99! The total they have comes to $100.00 more than I was told. I am furious!

Sincerely,
Julie Mazick

"senior citizens/Retired customers who receive social security benefits"

It has never been considered by the executives of T mobile, that you have retired customers who are on fixed income (paid monthly). Some
people receive their benefits on the first, third or the fifth of the month. Then you have the people who receive benefits on the first, second, third or fourth Wednesdays of the month.

The problem is as follows: Customers who receive their benefits on the fourth Wednesday of the month may exceed the deadline and the service is cut off. For example: The fourth Wednesday may come between the 21st and the 30th of the month. If the payment due date
is the 14th day of the month. Now you have retired customers who
have no service until his or her check arrive.

I strongly encourage you to consider a "grace payment period" for retirees/seniors ONLY. IF SAID CUSTOMERS CAN SUPPLY YOU WITH PROOF THAT THEY ARE RECEVING SOCIAL SECURITY BENEFITS, THEY SHOULD BE GIVEN A GRACE PERIOD. IF THE BILL IS NOT PAID IN FULL AT END OF GRACE PERIOD INTERRUPT THE SERVICE.

I cannot believe T-mobile. When I moved and couldn't get service in my home, several tech support people told me they would do everything they could to fix the problem, and if not, they would let me out of my contract. After 6 weeks of switching phones, sim cards, cell towers and $$$ they couldn't fix it, so when I finally decided to switch carriers, they peg me with a final bill for almost $500! Including the cancellation fee and overage minutes they promised to remove. They lie! Now I can't even see my bill because they won't send me a paper bill and I no longer have access to my account online! T-MOBILE IS CRIMINAL AND NO ONE SHOULD USE THIS SERVICE. BUYER BEWARE!

I have a problem that is bringing mt credit report down A bill from TMobile is on my Transunion credit report and I am writing this because I have credit fraud on my acct and a well establish communication relationship with NYS Atty. general's Office and was informed to asked you all prove to me that my social security number is on that acct. which I know it is not I have never had TMobile cell phone service nor have I ever lived on Hertel Ave. in Buffalo New York BUT I can tell you my son who has misused me and my credit HIs name is Patrick j felder whose D.O.B. is 7/18/1985 and lives in Tampa Florida I have asked the previous company to follow up with the info. I have just given you all but no one took the advice so now the problem is still there and I am asking for u all to follow up w the social security on that acct because I know for a fact it is not me thanks Pattrick Felder-Barker 636 Norfolk Ave. Buffalo, New York 14215

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Thank you in advance.

Sincerely "

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