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2.0 710 Reviews

T-Mobile USA Complaints Summary

179 Resolved
525 Unresolved
Our verdict: When using services from T-Mobile USA with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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T-Mobile USA reviews & complaints 710

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11:46 am EST
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T-Mobile USA misrepresentation, lies, bullying, red tape, disconnection

I was planning a trip to Mexico and I looked around for the best rates. I talked with someone at t mobile over the phone and reps at 2 different stores and they said 20 cents a minute, unlimited Internet and unlimited text to call the united states from Mexico. When I arrived in Mexico I received a text that said it cost 1.79 a min. To call the US and 50 cents for text messages. After speaking with someone in the prepaid department for about three hours about this situation...in which I suspect the manager handed me over to his subordinates who subsequently pretended to be supervisors...they offered me the following...switch to another plan where it is 20 cents a minute to call the US, acquire a t mobile SIM card, which I will get back to, and receive a credit of 90 dollars for the money I had put into prepaid plus the cost of a sim card. The SIM card situation was an unnecessary goose chase...t mobile does not exist in Mexico, and neither does their sim card, which I did not need. I got a sim card for movistar, a local network, which the phone rejected. After many calls back and forth, I spoke with folks this morning who claimed they switched over the account, activated the sim card that was already in the phone, but they said that they could not apply the credit because it was in the other department...prepaid. prepaid said that when you canceled the account that there was not record of the notes, which another postpaid rep pulled up for me later. I was handed over from prepaid to postpaid like a volleyball and was either hung up on or the call was dropped multiple time. niether can I access chat support on the internet, I keep getting kicked off of that as well. I have spent over 5 hours talking with these people, and I will not give up until this situation is resolved to my satisfaction. Also I have gone on line to try to fix this problem but folks disconnected the chat twice claiming that I was not there when I was.

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8:27 pm EDT
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T-Mobile USA disappointed replacement directives

Disappointing, I can relate. I purchased the LG Optimus L9 P769(t mobile prepaid wireless) from best buy Jan 2013 for my husband George Williams. My husband thought the phone was the best for the bucks only paying $200. Than about a month ago, give or take, he tried to power the phone on and got nothing but a black screen with no response at all. Because the phone was still under warrenty, per the instruction on the best by receipt, I was to call the manufacturer T mobile. I contacted T mobile customer service and in formed the rep of the issue my husband was having, the phone was not coming on when power button pushed. The rep tried to troubleshoot the phone, along with trying to do a reset. Nothing worked phone still would not power on. The rep then informed me, I would have to return the phone to t mobile and a replacement phone would be sent to my husband, which was ok. The rep stated to remove the sims and memory card and any additional personal items that have been added to the phone, and return to the address given me making sure insurance and tracking number was obtain when returning phone and it would take 5 to 7 business day. All this my husband did, and after taking more than 5 to 7 business day, we received the replacement phone, minus the battery and back cover. When I called T mobile and informed them we had received the replacement phone but my battery and back cover was not included, they inform me I should have taken the battery and the back cover off the phone before returning for a replacement phone. I informed the t mobile rep that this was not made clear to me in the instruction by the initial t mobile rep I spoke to when getting direction as to what I would need to do in order to get the replacement phone. If the rep would have included the back cover and the battery with the instruction to remove the sims, memory card and personal additions I would have kept my original battery and back cover and would not have returned with phone. My understanding of a hule phone is to remove the sims, memory card and any personal additions, because this contains, your personal information, data etc. I ask if they could send my original battery and back cover I sent in with the replacement phone, and the rep informed me to hold on while she sent the request for my original battery and back cover to be returned to me, the rep never came back to the phone. I hung up and called back a rep then told me they would not be able to send me my original battery and back cover, that would have to go and buy a battery and back cover and they would give me credit on my husband prepaid account, which I felt was very bad customer service that we had to be out of money for fell to do correctly, but not totally explain to me what a hule cell phone consist of. because I thought removing the sim, memory card and personal add on was a hule cell phone. My husband than asked to speak to a supervisor and a Rosalee R if that was even her correct name, and she directed my husband to go to a t mobile store and once he get there give her a call as if she would have the store to issue us a battery and back cover. Once my husband got to the store, went thought the detail given to him by rosalee R, only to be told by the agent at the t mobile store they no longer sale the battery or the back cover because they are obsolete. my husband left store came home called t mobile customer service again only to get another rep that said she was sending out a request for a investigation, that would take 72 hours, for them to tell t mobile what they would be able to do and they would email me I thought after 72 hours with a update. 72 hours has passed, I called to follow up with a customer service rep who told me there were no new update that once a update is received t mobile would email me. to date 10/20/2013 no email with updates on this investigation has been received and investigation started or was requested 10/15/2013. The customer service we received, especially being that my husband has been a prepaid customer for many years with t mobile, was very disappointing and make you feel as if you have invested too many years with this prepaid provider and that I made the wrong chose when purchasing the t mobile Lg optimus l9 p769pur

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5:02 pm EDT
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T-Mobile USA fraud & bad service!

I have been having issues with T-Mobile since May of 2012. My family and I have been a customer of T-Mobile for about six years now - never had anything bad to say before this incident. Back in May, I went into a T-Mobile store and wanted to upgrade my phone. I knew I wasn't eliable for it yet but because I knew one of the employees, the manager said he would help me out. He told me that if I changed the account and put it into my mothers name and also change the phone numbers, he would wave ALL OF THE FEES, which would allow me to get the new phone at the discounted price. Since he was a manager and had actually done the same thing for my cousin and friend, I agreed. I was told to just finish paying off the remaining balance of the old account and that would be it.. WRONG! About a month later I received a statement from the old account, stating that I owed T-Mobile over $900 due to cancellation fees and god knows what else! When I tried to get in touch with the store that sold me the phone and helped give the "discount", the manager who did the transaction for me no longer worked there (how convienient). I have called both T-Mobile customer service and the store who sold me the phone countless times - none of which have ever actually returned my calls. Because I refused to pay the balance that T-Mobile was charging me, it got sent into collections. Now they are saying I am responcible for over $1, 200 worth of charges. So, my credit is being chewed up into very small parts at the moment.

I have kept a detailed timeline of every single person I called and spoke to and on what date I called them. I have been trying to resolve this issue since I received that first statement in the mail. T-Mobile does not know how to train their employees and it comes at a cost to customers who have been loyal to their company for years! Be careful of the deals and discounts T-Mobile promises you. As soon as this entire issue has been dealt with, I am switching phone carriers ASAP!

Just an update - my case has now been sent to an attorneys office who calls me every single day.
BEWARE OF T-MOBILE!

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lilb66
Greenville, US
Aug 31, 2013 2:10 pm EDT

Please sychronize online bill pay with phone updates. Michael at the Woodruff Rd. location and Laura at the N.Pleasantburg location are not helpful. I'm happier with Verizon Wireless. I've been with Verizon before.

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5:34 am EDT
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T-Mobile USA un-responsive and careless attitude

I have a contract phone valid until Sep 2013 and my phone stopped working in the first week of june 2013 .I have called customer service(call centre I guess in Phillipines) many times and the people are nice on phone but not have all information how to assist customers as always they have 1 answer "The Problem has been escalated to the appropriate department and will be rectified within 1 week and you will receive email/post " and still nothing happens I call back again another staff told that he will have to contact Motorola to assist as he is not sure "Please allow 20 days time to get your phone working as our technical team will fix the issue "
And again and again same story finally on 1aug 13 i spoke to Kay (number 1166-is suppose )Although initially i requested to be put through to a manager or someone in technical department or alternatively direct me to someone who has authority but she refused and definitely seemed to be showing confidence but after going through all story a quick reply comes as "The problem has been escalated to the highest authority-( perhaps to T-Mobile CEO I think )we are waiting for further updates .On this occassion I lost it and asked to be put to a Manager or to be directed to Uk office /complaints to which her reply was Manager and my self we are capable of handling all complaints and when i insisted again the reply was simple-"manager is busy on call and so There we have an Un Reachable Customer services Manager /Department and not very helpful service provided by T-mobile has kept my status Un-Reachable to any of my Friends & Family -THanks to T-Mobile...Interestingly I was charged £55 on recent bill while I was unable to use my phone from 2 months and my contract was only for £25 anyways so T-Mobile charges customers for Not using phone services...Really Great service and one of UK best service providers Ha Ha Ha Jokers ..., ...

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2:37 pm EDT
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T-Mobile USA unlawful withdraw from my account

Description of Complaint:

tmobile deducted a 1 payment that i approved on 7/16/13 by visa/debit card. i reluctantly agreed to the balance to be deducted from my account on "7/30/13" only, by visa/debit card. tmobile deducted the secondary payment "without consent" using my visa/debit card information that was not supposed to be deducted until 7/30/13. this unauthorized debit caused extreme nsf fees in excess of $350.00 (to date) and tmobile still has not credited my account the credit $450.00, or nsf fees of $350.00 (as of 7/23/13), that caused me to be unable to provide food for my family since 7/16/13. i have called tmobile every day since 7/16/13 and i was told $450.00 would be credited to my account on an expedited basis, and the nsf fees of $350.00 (as of 7/23/13) would be credited after they receive a fax of my bank statement by me and the credit would be processed to my visa/debit card/checking account on an expedited basis. i am able to provide my bank statement sheet reflecting my nsf fees to date once the credit of $450.00 is issued because additional nsf fees will continue to accrue at $35.00 each. **no credit of $450.00 has been received and now it is 7/23/13!**

Desired Settlement:
Refund

Desired Outcome Description:
$450.00 refund, nsf fees to be refunded, financial penalties be awarded and credited to my account, and my visa/debit card info removed from tmobile, only after the credits are issued and posted to my account, so tmobile doesn't charge my account again without approval and my consent.

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10:05 pm EDT
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T-Mobile USA bad phones

I purchased a t-mobile phone there today around 2p.m. I had to retrieve a sims card for the phone. i had the phone about 3 hours. The phone wouldn't let me down load some things and it keep kicking me off line and when i would try to get back online it would tell me the phone wasn't capatible for usage. I was back at that store by 5:15 to return it. the salesperson informed me at that time "all sales are final" which was not mentioned at the time of purchase nor stated on the reciept. He wouldn't exchange the phone either. He did offer me an option of buy a more expensive phone and paying the difference. He proceeded to call some one on the phone who he claimed was the store owner. They began to converse in a different language. When i asked to talk to the store owner he refused to talk to me. He said he would be at the store at 6 p.m. I waited until 6:30p.m. he never showed

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4:13 pm EDT
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T-Mobile USA customer service, products and caller id

If you are considering switching your cellular plan to t-mobile, please read this first… make an informed decision prior to locking yourself into a 2 year contract! Once you hear my experience with t-mobile, I think you may reconsider! I have been a customer of t-mobile’s for approximately 2 years. I have 3 phone lines and my contract is up next month. Needless to stay, I will not be staying with them. They try to sway you with plan pricing but the customer service they display is not worth it! From the beginning it was nothing but problems. When I signed up in a store, I purchased the galaxy ii phone. In less than 12 hours, the phone stopped working. I went back into the t-mobile store (Greeley, co) the following day and was told they didn’t have another one to replace it. Instead, they called the other store located in town and sent me over there to get a replacement. When I got to the other store, I told the assistant behind the counter that I was there to swap out my phone and that a sales clerk had called over to make the arrangements. Instead of asking me my name, she immediately insisted that they didn’t swap out phones because the store I had purchased in wasn’t a true corporate store and that no one had called over. I was somewhat taken aback and tried to explain to her that I was standing there when they called. In a complete professional manner (I’m being sarcastic) , she told me I was lying! Not being sure what to do with this, I asked for the manager. The manager came out and once again I explained why I was there. With the first assistance lingering over his shoulder, she kept cutting me off and again called me a liar in front of the manager. He did nothing except to tell me that no one called over and they didn’t make such arrangements ! There were several people in the store! I was completely humiliated! Instead of adding to the scene in front of me, I decided to leave and went back to the original store. When I walked in I was immediately greeted at the door and told that the manager from the other store had called over and they confirmed my story. Instead of getting an apology for the humiliation I endured, I was told they would order me a new phone and I could pick it up the following day. This was just insult to injury! The next day when I went to pick up the phone, I was told they gave me a $20.00 credit for my inconvenience. Really! First off, I didn’t ask for any such credit and I don’t think $20.00 covers the humiliation and degradation I went through. High in sight is 20/20…. I should have cancelled my service right there! However instead of making a bigger deal of the situation I decided to let it go and went on my way.
Over the course of the next few months my phone quit working several times. The volume would go in and out, the navigation wouldn’t work, I couldn’t access the internet most of the time (Unless it was a built in app that was already downloaded on the phone) , the speaker phone wouldn’t work…. I could continue for an hour with countless of issues with the phones but i’m sure you get it! After several calls and several replacements, t-mobile told me there was an issue with the software with the galaxy ii and told me they would send me a different phone that was equivalent to my purchase. Resigning myself to exhaustion over the whole deal, I had pretty much given up and accepted. In my mind I thought t-mobile would do the right thing. Boy was I wrong! When I got my replacement, a & ldquo;my touch” I quickly realized they sent me an older / outdated phone. So much for it being & ldquo;equivalent”…. Due to the model being outdated, they didn’t even sell screen protectors or cases that fit the phone! To top it off, I can barely access the internet! When i’m in my car and I need to look something up, i’m forced to either call information to get a number (Which i’m charged for handsomely) or I need to have someone else around me look up the information for me…. What a joke! I can’t even read the news on my phone! If on the rare occasion I do get online, it takes approximately 30 minutes for it to connect! So much for a smart phone….. T-mobile has sent me back to the dark ages…..
With all the phone issues, there also come’s several billing problems. It only took about 15 calls or so to get that right! At one point, when the phone was at one of its better states (The issues came and went) , my daughter went into a few of the apps and I was charged several fee’s for them. As this was not t-mobile’s responsibility, I paid the bill without question. I did however call t-mobile and request a block be put on the phone to avoid this in the future. I was assured this was done…. A few months later, I received yet another bill with additional fee’s. I called t-mobile to find out what happened and was told because I changed navigation systems on the phone they removed the block! What? Again I paid the bill and was ensured this wouldn’t happen again…ughhh….. If you think my issues are over, think again!
A few more months pass by and I still have the horrible replacement phone that barely works and when I need it the most, it’s completely unreliable! However i’ve realized that t-mobile has suckered me and i’d resigned myself to continue on this most ridiculous cell path i’m on…. Shame on me! Just when I thought it couldn’t get any worse, all of a sudden out of the blue, my caller id that was actually accurate in the beginning began showing incorrect information when I called someone on their home / land lines. Not only was it changed, it was changed to my mother’s name! Let me be clear here…in no fashion has my mother ever been associated to my cell phone. When I first went to t-mobile, my number was ported from another carrier and she was not associated then either! If my caller id had been changed to let’s say & ldquo;jo bob’s pizza”, I could almost accept this a little easier…but it being my mother’s name, this is not a random act! After countless of phone calls, and 3 months later, it’s still wrong! With each phone call made to t-mobile, my frustration is out of control! I’ve been hung up one, promised it would be corrected and given timelines of when the fix would be made. Each time those eta’s came and went and nothing has changed. I’ve been promised multiple times that a supervisor would call me back and all I can say is thank goodness I didn’t hold my breath! When I finally had enough, I called in and spoke to several supervisors directly (I had to refuse to get off the phone until one came on the line) , they too promised they would get it fixed and would call me back. Keep in mind it takes 3 days for them to fix the issue and do you think I ever got a phone call back? The answer to that is no! T-mobile’s own supervisors are lazy, incompetent and do not follow through! When I had finally been pushed to the breaking point, I called in and told the agent that I wanted their escalation department. I was told that they could not directly put me in contact with them but would have them call me back…. Well folks, they did call back but the problem is when they called back I was unavailable and couldn’t answer my phone. Instead of leaving me a direct contact number for them, the message they left for me stated & ldquo;if you still have issues and need to talk to us, please contact us at — - (Their toll free call center #) or call 611 from your phone! Are you kidding me! They expected me to start all over! I can’t take it anymore….. T-mobile has almost sent me over the edge of sanity……. In the midst of all of this, each time you call in you have to repeatedly tell your story from the beginning…. No one keeps and logs good notes…this in itself is maddening! I needed a break! I let it go for a few more weeks and finally got the strength to call back in. I requested a supervisor (Adam) and he actually got what I was telling him…however instead of fixing my issue, he told me that t-mobile was not at fault. Instead there are two 3rd party vendors that cell phone providers use to handle their caller id (Targus and tns) and they were responsible for the issue. While I can see using 3rd party vendors, the reality of the situation is that I pay t-mobile for service that i’m not getting! I don’t pay either of those companies and at the very least you would think they would help me correct the issue but no…. In typical t-mobile fashion it’s pass the buck! Blame someone else! Take zero responsibility! Funny……i guess the jokes on me! But you can ensure when it’s time to pay the bill, they want their money!
All in all, it’s been two years and here we are... Same old issues, same old crap….. You win t-mobile! I give up! At this point I would rather be verizon customer…. And in light of recent events, that’s saying an awful lot!

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2:22 am EDT
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T-Mobile USA my phone lost in warehouse

On April 29th I switched from my previous provider to T-Mobile, with the Family plan of 2 lines. Also I purchased from t-mobile’s website two iPhone 5s. After I started to use my phone, I found that it was defective /it turned off automatically several times during usage/. So next day I placed the replacement order via phone. I WAS CHARGED $152.19 FOR THAT REPLACEMENT ORDER AS WELL. On May 16, the same day when I got my replacement iphone I sent to T-Mobile's warehouse the defective one. I packaged it
personally at the UPS station. Warehouse received the device on 05/21/2013 at 10:00 A.M. I have UPS
confirmation. After my calls over two weeks they kept saying it was returned but not processed, and this could take up to 30 days. Today again I called but this time I was told that warehouse received the package but the phone wasn't in it! I physically packaged it myself in the UPS station and was very careful to do all steps and I sealed it in front of the UPS clerk.
I have terrible experience with T-mobiles warehouse... First I get defective phone from them, then instead of 1
business day I got my replacement in 8 days…I was with that defective phone for 8 days…it disconnected several times during my conversations…I don’t want to explain what that mean for me and for my business. Now I can not get my money back because it was lost in warehouse...!
I know other people have had problems similar issues with the warehouse lost phones or messing up the orders.
Does anyone have any advice? I am very disappointed and frustrated .I am trying to get my money back for appx. 20 days. but still there is no hope in the horizon. If anyone has had a similar issue and was able to solve it, I'd love to know what course of action got this resolved for you.

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Tenbrs
Avon Park, US
Feb 12, 2014 11:01 am EST
Verified customer This comment was posted by a verified customer. Learn more

I tried to change to T-Mobile after we moved (had previously tried but could not get phones or service). Well guess what second time around same thing except I purchased three phones and an I-Pad. The two I-phones were shipped out after the first order and there was no paperwork in the box at all. When we tried to get one of the I-phones to work, well no service at all. They apologized and said to send them back. So, I took all four items to a pack and ship company and purchased a box to ship the items back to them. I put the two I-phones back in the box they were shipped to me in and included it in with the other two items. Well guess what, they show they received the first order back but not the I-phones. It seems to me like they have a problem with these phones turning up missing. Luckily I watched the guy (who verified the phones were in the box) and he closed it up and put the return sticker from the first order on it (While noting both orders on the label). Somehow the I-Phones have disappeared. Customer Care has just sent out another handset tracking form so we will see what happens. At least I have proof that I shipped them all back in the same box.

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blayzesmom
Coos Bay, US
Jun 09, 2013 9:23 am EDT

I would contact the better business bureau...I when into their store to buy a non contract phone. I told them right up front..After picking the phone they had me sign some papers. AFTER I signed the preceded to tell me I had signed up for a 2 year contract. I told them I didn't want a contract and I wanted out. The manager told me "Tough Luck your in" I contacted the company and they said they couldn't do anything. Contacted BBB. They helped me get out of contract. Had it straightened up in less then 2 weeks. Give the bbb a try they will help you if they can. If not threatened them with court! Good luck!

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11:35 am EDT
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T-Mobile USA unprofessional managers

I am writing this letter because I need to voice my concern over an unprofessionally managed T-Mobile Store. The store is located at 5892 W Arizona Pavilions Dr. Marana 85743 Arizona.
I do consider myself a loyal customer because I am with T-Mobile since several years. I always liked T-Mobile for the customer service and good deals, until I went to the store in subject.
In order for you to better understand I will suggest to look at the several Google+ reviews https://plus.google.com/108212582371075286196/about?gl=us&hl=en ; there are two reviews from Yelp http://www.yelp.com/biz/t-mobile-marana I also sent an e-mail complaint to: [protected]@2bwireless.net. This e-mail address was posted in the store for reviews, complaints or feedback. I never received a word from them.
If you read carefully all the reviews you should have an idea of what is going on.
As far as my experience this is what happened. I did receive a cold call from the manager “Esteban” he lured me to the store with lots of promises but I was about to change my phone anyways so I went. The day I went to the store there was a commission of some sort giving appraisals feedback, it looked like it was the regional management but I am not sure. After they left Esteban kept talking to his coworker Charles Barner giving “high fives” and annoyingly praising each other while attending me (there was nobody else in the store, just me) and it took him 2 hours to get me a new phone! He promised me to cancel some migration fees, to give me $ 50 for my old android, to give me another $ 50 as … customer appreciation I guess and a $30 credit for I don’t even remember what. I did not know how he could do all that but I was planning to change my phone anyways so I saw it as a good deal.
This manager is extremely good at speaking deceivingly. He spells out all the positives but he mumbles or leaves out important details. After a month or more passed I realized all the credits he promised were not applied. So I had to go back and ask for it. He said he couldn’t give it to me all at once, so the migration fee he was going to fix it right away, but he will give me the rest of the credit with the new month. He called T-Mobile assistance and was put on hold for long time (I guess store managers have to wait too) I patiently waited but in the mean time another call came in. Something that had to do with employees working schedule. So he hung up the phone call he was making for me and took the other one from his colleague. After he was done he started with mine all over again with the same long waiting time. I definitely did not feel like a valued customer at that time, again. He also took the liberty to give unlimited web to my other line (which is my 13 year old daughter’s phone). He did this without even asking me first. He just did it without considering the fact that there was probably a reason why she did not have it in the plan. Well to claim my unapplied credits and get things saddled it took over one hour, again. The store had only two more customers attended by other employees.
I was aggravated by his unethical behavior, not to mention, his appearance and demeanor which are quite unprofessional. When I went home I wanted to write a review but I stumbled on all these other reviews which I am sending to you. So I wrote my review and I sent it to Care 2B Wireless as well. I never received an answer from them. Then, when at the beginning of the month I still did not see the credit applied I did call the store to remind Esteban, I definitely did not want to go there in person and waist another hour or two. He told me he did apply it two days prior (it is true, he did) and he did not appreciate the review I wrote about him. I said that it doesn’t take a degree to see that something fishy is going on at that store, and that it is illegal for employees to write reviews about the place they work for. He basically said I am a bad person and he is just trying to do his job.
In conclusion: if T-Mobile is concerned only about the bottom line “profit” then the lack of professional customer service at this store is ok. If T-Mobile cares about its customers, then they need to improve the customer service starting from Mr. Esteban.
Now I understand that 2B Wireless is a franchise of T-Mobile and as I was trying to understand why such a trusted corporation like T-Mobile would perform so poorly. I realized that there is a huge difference between a “T-Mobile Retail Store” and a “T-Mobile Authorized Retailer”. I guess T-Mobile must be careful who they trust as business partners.

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Update by Lucia Cavallo
May 20, 2013 11:25 am EDT

Hello,
I am writing this letter because I need to voice my concern over an unprofessionally managed T-Mobile Store. The store is located at 5892 W Arizona Pavilions Dr. Marana 85743 Arizona.
I do consider myself a loyal customer because I am with T-Mobile since several years. I always liked T-Mobile for the customer service and good deals, until I went to the store in subject.
In order for you to better understand I will suggest to look at the Google+ reviews; there are also two reviews from Yelp. I tried sending an email complaint to: care@2bwireless.net. This e-mail address was posted in the store for reviews, complaints or feedback. I never received a word from them. https://plus.google.com/108212582371075286196/about?gl=us&hl=en

If you read carefully all the reviews you should have an idea of what is going on.
As far as my experience this is what happened. I did receive a cold call from the manager “Esteban” he lured me to the store with lots of promises but I was about to change my phone anyways so I went. The day I went to the store there was a commission of some sort giving appraisals feedback, it looked like it was the regional management but I am not sure. After they left Esteban kept talking to his coworker Charles Barner giving “high fives” and annoyingly praising each other while attending me (there was nobody else in the store, just me) and it took him 2 hours to get me a new phone! He promised me to cancel some migration fees, to give me $ 50 for my old android, to give me another $ 50 as … customer appreciation I guess and a $30 credit for I don’t even remember what. I did not know how he could do all that but I was planning to change my phone anyways so I saw it as a good deal.
This manager is extremely good at speaking deceivingly. He spells out all the positives but he mumbles or leaves out important details. After a month or more passed I realized all the credits he promised were not applied. So I had to go back and ask for it. He said he couldn’t give it to me all at once, so the migration fee he was going to fix it right away, but he will give me the rest of the credit with the new month. He called T-Mobile assistance and was put on hold for long time (I guess store managers have to wait too) I patiently waited but in the mean time another call came in. Something that had to do with employees working schedule. So he hung up the phone call he was making for me and took the other one from his colleague. After he was done he started with mine all over again with the same long waiting time. I definitely did not feel like a valued customer at that time, again. He also took the liberty to give unlimited web to my other line (which is my 13 year old daughter’s phone). He did this without even asking me first. He just did it without considering the fact that there was probably a reason why she did not have it in the plan. Well to claim my unapplied credits and get things saddled it took over one hour, again. The store had only two more customers attended by other employees.
I was aggravated by his unethical behavior, not to mention, his appearance and demeanor which are quite unprofessional. When I went home I wanted to write a review but I stumbled on all these other reviews which I am sending to you. So I wrote my review and I sent it to Care 2B Wireless as well. I never received an answer from them. Then, when at the beginning of the month I still did not see the credit applied I did call the store to remind Esteban, I definitely did not want to go there in person and waist another hour or two. He told me he did apply it two days prior (it is true, he did) and he did not appreciate the review I wrote about him. I said that it doesn’t take a degree to see that something fishy is going on at that store, and that it is illegal for employees to write reviews about the place they work for. He basically said I am a bad person and he is just trying to do his job.
In conclusion: if T-Mobile is concerned only about the bottom line “profit” then the lack of professional customer service at this store is ok. If T-Mobile cares about its customers, then they need to improve the customer service starting from Mr. Esteban.
Now I understand that 2B Wireless is a franchise of T-Mobile and as I was trying to understand why such a trusted corporation like T-Mobile would perform so poorly. I realized that there is a huge difference between a “T-Mobile Retail Store” and a “T-Mobile Authorized Retailer”. I guess T-Mobile must be careful who they trust as business partners.

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T-Mobile USA warranty fee

I purchased a Samsung S3 on 10-29-12, a few months later the phone would not power on. I went to the T-Mobile store the next day, where the representative tried to troubleshoot the phone. No luck, changed the battery, etc. He ordered a replacement phone, it was still under warranty(4-13). He inspected the phone to ensure their was no water or physical damage. All was clear, no water or physical damage. I received the replacement phone and sent back the non functional phone via UPS. I received my bill and saw a One time charge for Out of Warranty Fee - $131.25 and a warranty fee tax in the amount of $9.19. I contacted T-Mobile Business Care Customer service and spoke with a representative named Lacey 1320549. She did her research to advise me that the charge was for the phone because it was supposedly damaged. I advised that was not possible, that the T-Mobile rep verified that there was no damage to the phone. She stated nothing she could do. I escalated my concern to a supervisor who reiterated the same scripted verbiage and offered a 40 courtesy fee. Not a pleasant customer experience for a T-Mobile to falsely charge a customer a fee for a phone with no damage when it was sent to them. Is this how they do business?

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T-Mobile USA took money despite cancellation

30 days since the moment of tentative order and cancellation. Still no refund of my $580.42. This is the biggest lie of all from t-mobile. I was empahtically told over and over that t-mobile would defineitely not keep my money longer than 30 days from the date of cancellation which was on 3/27. I never had a phone, service, or anything at all from t-mobile. It is now obvious that t-mobile can keep anyon'es money indefinitely and with impunity. In my opinion this now becomes criminal neglect.

4/24/2013 t-mobile falsely has held my money for 27 days, begninning 3/27/13

The case of a phone discussed and cancelled in one brief call is now at one month with no resolution. T-mobile continues to lie and to falsely hold my money. I came to t-mobile with good will and told the sales agent first handling my call and at the same time accepting my cancellation on 3/27 that I likely would return again soon. T-mobile denies having any error in this and that is the biggest lie of all.

1. On 3/27/13 I began a sales talk with a t-mobile agent. We discussed a cell phone and she verbally steered me through some sort of online signature processes. I had some reservations about the phone and as i’m a blackberry fan we proceeded with the details. The sales agent graciously agreed to remain on the line with me and make sure that I was granted a specific billing date to assist me and as i’m newly retired and get paid once a month. We were transferred to another agent/manager. This agent told my sales agent and I that her request to assist would not be possible and as the order proper would not process until the next business day. (*apparently lie #1) I decided to cancel the order at that time and while still on the line with the originating sales agent. I assumed no problem and as the order was immediately being cancelled and prior to a day that it may be processed. I did request a cancellation confirmation but was told that t-mobile quickly assigns acceptance confirmations but never issues cancellation confirmations. I was verbally assured by no less than three agents during multiple calls that my order was cancelled and the order retracted. (* apparent lie #2)

2. Money in the amount of $ 580.42 was immediately showing as pending on my bank account. I repeatedly called t-mobile and asking why if I cancelled immediately and that event occurred prior to a day the sales agent and I were told the order would process anyway. I filed a bbb complaint. I was once contacted by the t-mobile office of the president and subsequent to my complaint. I was told to call a fellow named chuck and was given his name and extension. I called over 12 times during their wa business hours and before I began to realize that it was just a ploy and that no one would answer. (* apparent lie #3) I did eventually become very angry and terse with these folks and owing to my having made nearly 30 calls and being neglected.

3. A major problem for me was that t-mobile kept a pending charge of 580.42 for the rest of march. That charge fell off of my usaa account on 4/1 and I based my weekly banking transactions upon that information. I assumed that t-mobile had done the right thing. However, I saw on 4/3 that t-mobile again and falsely charged my usaa account 580.42 and this time I had three critical checks bounce and some ran through twice causing embarrassment and nearly $150.00 in nsf fees. I reported this to t-mobile through multiple channels but only fell upon deaf ears.

4. Item 1 does describe that the phone was retracted. However, I later learned that the phone did not retract until 4/2/13. (*apparent lie #4)

5. It appears that an account was opened for no phone, no service, and no phone number. Item 1 again shows why. I was unaware of any account and it seems that never closed until about on 4/10/13. I consider this (*apparent lie #5) and based upon no phone or service to base an account on. Recall the order cancelled prior to any day it was to process upon.

6. Multiple calls and emails to t-mobile were futile. I began commenting upon facebook and twitter and some agents did promise rapid remedy but only to hush me up. They did nothing. (Apparent lie #6)

7. & ldquo;thank you for reaching out to t-force, i'm very sorry to hear about this situation. We definitely want you to have a great experience starting service with us, and i'm so sorry about how this situation has been handled. I pulled up your original order, and I do see that a return has been processed which officially cancelled the order. I also filed a handset order research form to ensure we get the refund back to your account as quickly as possible. I'm very sorry for the stress this has caused, but I will ensure we get these funds back to you. I will keep an eye on the research form I filed, and will email you with an update as soon as I have one. & rdquo; I have many like this. Again, I was told the handset was shipment was retracted on day 1. Later I was told it was on the 4/2 and then again on 4/10. However, this email was dated 4/15 and no record is found and so a handset research is begin. (* apparent lie #7)

8. I was in contact with a t-mobile force support agent just last week that promised that she would work to expedite t-mobile refunding my money in the attire amount of $580.42. (*apparent lie #7)

No phone, no service, no number. Cancelled before the day it could have processed. T-mobile continues to lie and to handle my money as they choose and with impunity.

The above list could contain about twice as many apparent lies if I chronologically detailed all calls and promises made by t-mobile.

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T-Mobile USA integrity

I have been with T-Mobile for 7 years. During that time I have had them disconnect my phone when I called in to activate a phone for another line. I have had several coverage and billing issues. The worst is that I was lied to in order to be signed to a new contract. I called T-Mobile in January because I was having problems with my phone and I was close to renewal. I asked if there was anything they could do for me since I had been with them for so long. The girl I spoke to exclaimed that she could give me the Samsung III for$ 10.00 as long as I singed up for another 24 month agreement with all of my lines. I advised I wanted to make sure that one of my lines did not have a contract as I planned to disconnect it and I also advised that I wanted to be sure that when my husbands phone came up for renewal I would be able to get a discounted phone for him as well. I was advised that I would be able to get him the same phone I have for $189.00. I exp that if it was not possible I did not want to sign another contract. Again I was assured it would be done. A month later I got a bill for $900.00. I called the company to find that I had been charged full price for my phone and that the girl never noted that she had only charged me $10.00 but they went ahead and gave me the credit for the phone that I was promised. I again verified with them that I would be able to get the promo price for my husband’s phone when his phone came up for renewal. I was again told that I would. I called again the next month to make a payment over the phone and again I asked another rep was it noted that my husband's line would get the discount. I was told yes. I called back this month because his phone is eligible for upgrade this month to ask what date I could upgrade his phone for discount pricing. I was told they no longer do discounted phones and that I would have to put a down payment of $249.00 and pay $20.00 a month for him to up upgrade. I was livid and asked to speak to a supervisor who also informed me that they would not honor what they told me but she would allow me to pay $180.00 down that day and pay 20.00 a month there after. I exp that was not was I was told originally and that I wanted the deal that was offered to me. She would not budge and told me I could do it that day but could not guarantee it would be available to me after that date. I filed with the BBB and I spoke to my attorneys who wrote them a letter. Still to this day I have not heard back from them. I called today and spoke to a supervisor who had a nasty attitude that advised me she could ask her manager to release my other lines from contract so I would not say they were forcing me to stay in contract under false pretense. She got her manager to release the other line out of contract but my husband's contract is not out until June. So he is now stuck with a phone that freezes up on him and no options. T-mobile does not care about their customers at all, it is all about the money. I have been a loyal customer for 7 years and they basically gave me the finger. And to top it off they still left me in contract so I have to go to court to be let out of this agreement.

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T-Mobile USA claim draw 2013

I just received a msg from

T-mobile network. com ref no:tbcl-own2013
Tmobile company ltd thailand
36/31 p. S, tower 11th floor, sukhumvit, 21 road klongtoey nua, wattana, bangkok thailand

Mr thorn chat
Chief executive officer
Email: [protected]@tmcldraw. Org
Phone: +[protected]

That I have won 3, 000, 000 pounds... And me should contact to

Standard chartard bank bangkok thailand
#90 north sathorn road silom bangkok 10500
Contact cashier deptartmant

Email: [protected]@thaiscblimited. com
Contact person: mr. K. B kurwat

They also need my personal information and they also send me a certificate that I will send it to standard chartard bank thailand along with my scan copy of n. I. C or passport later...

My question is that:
Is it fake? Or I really got any prize from t-mobile company

Please guide me early..

I will be greatly thankful to you

Regards:
Saqib ahmad khan

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T-Mobile USA overcharged and would not provide receipts

Arrived into New York City yesterday night after flying in from Australia. Went to this T-Mobile store to get a new SIM card while I'm on my way rushing to a meeting. Noticed two guys in T-Mobile uniform at the front of the store smoking, no one else in store. One of them stopped and walked into store with me. When I asked for a prepaid SIM card, the guy recommended an unlimited SIM to me and said it will be $100 (not including taxes). I am a heavy user back in Australia and usually need an unlimited data plan because that's what I also have back home. Accepted it thinking it was a normal price and I will be able to claim it as work expenses anyway, I pulled out my phone (iPhone 5) and he said it will cost me $50 extra to change it so it becomes compatible, but thought just do it since I'm rushing and work will pay for it (thinking it but not saying it), at this point his mate has finished smoking and joined us in store. Then after the first guy inserted the SIM card, my phone just kept saying "No Service", then the other guys said, "oh it must be because your iPhone 5 was bought in Australia and won't work here", then he proceed to say he can fix it but it will cost $35. I felt a little suspicious then I explained I'm rushing and because it's not working with my phone I would like to cancel my purchase and get my money back. To which they say the SIM has already been activated and because of that I cannot get a refund. Then the second guy added he can get it done quickly and it will only be $10. I figured I have no choice and I need the phone for the day anyway so I asked if I will get a receipt to which they said yes. While the second guy proceeded to "fix" the problem I asked the first guy to give me my receipt, to which he said it will be sent to me via SMS. I explained that I cannot use a SMS receipt because I need it for work records but he persistently told me that this is not possible, after a while he picked up the phone and called someone (quite quickly I might add), who apparently said an email receipt will be sent to me. The guy then asked for my email which I then wrote on a post-it note. When I asked for the email receipt to be sent to my email now he said, it won't appear in my email inbox until about an hour later which I obviously won't be able to wait around for. Then I left the place feeling like I've been duped. Throughout the day my iPhone 5 could only get a 3G connection occasionally but more often it remains only an E connection. I finally got back to my hotel around 10 hours later and called T-Mobile and explained my situation which they agree seemed rather unusual but they are unable to assist me without a receipt. They have asked me to return to T-Mobile tomorrow and demand for a receipt. All I can say is I doubt they will issue me a receipt but I will try anyway. Wish me luck... I will update with my progress :(

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Ono13
Flushing, US
Oct 03, 2013 1:51 pm EDT

I have the same problem, one of the store charged me and said Tmobile does not allow them to give print receipt so they have to email me. I had 3 transactions with them in different day but none of them I got the receipt. Then I found out there was $100 overcharge that is questionable but yes they couldn't gave me a breakdown. I called Tmobile directly, they agreed about the no printed receipt part, but they cannot help me with it becuz they cannot see the purchase receipt, only the store can do that. They told me to go back (which i did twice). I'm going back again now with all the listed unknown charges. Wish me luck too. So what happened after you went back?

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T-Mobile USA false advertising

They provide a coverage map that shows that I will have an excellent signal in the area of need. I cannot receive phone calls in that area, as they go directly to voicemail. Text messages are delayed from hours to weeks. (seriously) I just wanted to back out of the contract as I cannot use my phone 12 hours of every day. 1 hour on the phone and 3 different people, they hung up on me. I am considering a class action law suit for false advertising. Please let me know if you have experienced a similar situation. There is no wonder why they are rated as they are.

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TheShepherd
New Albany, US
Apr 23, 2015 9:59 am EDT

Yes, I have clicked on a advertisement for a L90 phone, "It said $49.99 total + fees and taxes NO credit check...when I went through with it it cam to $179...after numerous transfers from one specialist to another and $150 of my TIME they caould get it down to $144.47 plus taxes and fees and a credit check. What a scam the good old bait and switch. I thought this was against the law?

Now I see this metroPCS scam $30.00 Unlimited data, talk, text on the T-Mobile service no mention of any limits till you read the fine print. That is where they put the * to tell you it's one megabite of data. Is that unlimited? Plus the fact that in high school I learned the * reference goes in the body of the statement. Another T-Mobile bait and switch.

I liked T-Mobile's service in the past but I have morals and I do not associate with con/liars.

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kgomez325
Abilene, US
May 20, 2013 9:15 am EDT
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Yes, false advertising is correct. The website showed that I could bring my IPhone 5 AND a rep by the name of Tony told me the same thing. I switched. My iPhone began to only pick up 2G services with NO phone service at all! I then call them and they act like they have no clue what's going on! They say they get engineering to look into it. I then get a voicemail from tMobile saying that the iPhone doesn't work on their system. What!

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T-Mobile USA refuses to replace phone

I have tried for months now and nothing has come about it but lies after lies. When imfirst bought the Mytouch 4G slide when it first came out e first week I got it the phone would not turn on. They gave me a temporary phone and would then give me a refurbish phone. I have went through more then 25 replacements of this device. There's a reason why the phones are refurbished because they attempt to fix the issue with the devices. After a few months tmobile executive offered me Mytouch LG upon receiving them for both of my lines they were freezing and acting up. I called immediately and they said there was nothing they can do. They would then send me a letter stating my warranty was cancelled and tmobile does not have to provide a reason why they cancelled it and can cancel at anytime. I'm stuck with 2 phones that don't work paid $500 each and from the first week it wouldn't turn on which I would then asked since the phone was faulty why isn't tmobile giving me a brand new phone in which they said they can't because its not there fault. So I was given refurbished after refurbished when I paid for a brand new phone not a used phone. An executive almost a month ago told me to email him so we can address the complaint and I tried 9 times and never received a response going on a month. I'm paying for service and can't even use my phone. I'm tired of this. I been with tmobile for may years and never had such a hard time fixing issues. I never have signal on either line, phone restarts itself and on my line at least twice a month I have to take SIM card out and put it on an old phone to retrieve all my text messages that I never got. In which now my old Mytouch 4G slide doesn't even turn on so now I don't have ahold device to retrieve text messages when this Mytouch LG stops working. I went to buy phones tmobile asked for $600 why should pay keep dodging out hundreds and hundreds of dollars when tmobile sold me a faulty phone for both my lines to begin with? So much for loyalty

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T-Mobile USA customer service

I just wanted to file a complaint about the mistreatment I received from your customer service, my report follows:
I called T-mobile via 611 Saturday afternoon March 2, 2013 around 4:00 PM to have my line disconnected from my the family plan I'm in, before I made the call I checked online to verify that my contract ended on February 28, 2013.

I am not sure but I am under the impression that T-mobile outsourced their customer service to another country and I am also under the impression that they need to make quota because my simple request turned into about a 20 minute conversation of them forcing me to not disconnect my line, up to the point of Chris the telemarketer being sarcastic and rude and threatened me that I'll be charged another month or $50.00. Prior to Chris threatening me, another telemarketer with a thick accent told me, people included in the original family plan MUST open new plans, which does not make sense because all I requested for was to cut 1 line and all 4 lines will be renewed.

I have been a customer for 8 years, and I never deserved to be threatened especially if I know that my contract ended on February 28, 2013 as stated in my online account.

T-mobile needs to fix this, and they should make disconnection of a line as an option online to avoid telemarketers harassing consumers to buy a plan or to stay in contract.

I called again on the same day about half an hour later, and a different person assisted me, the lady helped me and was able to process my request with no issues at all. So I wrote this letter to let T-mobile know of my experience of some telemarketers who are being persuasive up to the point of being disrespectful and sarcastic. I’m not sure if you’ll give much attention to this letter, but after 8 years of being your customer, I just think I don’t deserve the treatment I got from the telemarketer.
Now my family (4 lines) is contemplating on staying with T-mobile, so they are putting a hold on renewing the contract and researching for other services.

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SavTybee
Savannah, US
May 26, 2011 9:34 pm EDT

So unhelpful. So many rules. Please go elsewhere for better service.

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Ashok2010
, US
Oct 07, 2010 8:37 pm EDT

Tmobile phone is under warranty. For replacement of the phone, customers are charged shipping cost.

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sandra persaud
Woodmere, US
Apr 16, 2009 9:38 am EDT

WHAT IS YOUR OPINION ON CELL PHONE SERVICE PROVIDERS

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jpot
, US
May 16, 2009 2:43 am EDT
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In late Nov 2008 I contacted tmobile and ordered the Samsung Behold. Because I have been a customer for over 10 years they gave me a really sweet deal. The rep rambled through a bunch of features and I got the jist of it. The phone arrived a few days later and it was GREAT. I noticed that I was able to access my email and I cl tmobile to ask about this feature. The rep advised that I could see the headers for my emails but would be charged "a text" message if I selected the message to read. Super.

2 weeks ago, on my way out of town I attempted to check my email and the phone kept advising that there was a communication error and to try again later. After 1 1/2 weeks of this, I contacted Tmobile to advise of the problem. First I advised the on line chat...connection lost, so I called them. The op advised me that they upgraded their system and I would no longer have that feature. But I could add the data plan for 24.99 and have that feature? I said, " No..." Then I was escalated to the next person in the food chain. I tried to explain that I have been utilizing this feature over the last 5 months, and that I had even cl them to confirm that I was entitled to it. They advised me that that op was wrong. And that they could give me a discount on the data plan. "WHAT?"

I was escalated to a supervisor, Christina, who was very polite when she basically said "too bad so sad for you." They did offer to let me out of my contract if I sent back my phone. After researching how much it would cost to: send phone back, buy new phone, pay connection fees and so on, I opted to stay with tmobile. I cannot believe that as a loyal customer they would pull a fast one on me, and then just say, "Oh we're sorry, but TOO BAD."

Anyone else who had this feature active on the Samsung Behold should check their phone and complain to Tmobile.

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Nancy Jean
Sping, US
Nov 20, 2010 3:22 pm EST

I have had Tmobile since 2005 and have never seen such horrible customer service in my life. EVERY time I call - there is a 2 hour wait, which is time I dont have. I had to hear the same damn music and the message that they are the best in customer service from JD Powers and Associates. I have never given my opinion to this company - so where are they getting their information? I have had a HTC HD2 since the month of May and have had to have 4 replacement phones - meanwhile having to call this customer service 2 hour wait time each time. The last phone I received didn't even have the phone in it - called again and they told me it would be 72 hours until they did their research - still no phone - no replacement - NO NOTHING. I had to go and buy another phone with a another freaking 2 year contract. I have 5 phones and can never get out of this. The phones don't NEVER last the period of the contract - and so you have to start all over again. I live in Texas and and cut off all the time. I have spent so much money that has been totally unnecessary. They won't ever let you talk to a supervisor - and then if you do get transferred - its another 2 hour wait. HIRE more people. You make enough money! Dont EVER buy the HD2.

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Tguin
Portland, US
Apr 01, 2011 6:55 pm EDT
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I canceled my phone service and received a collections call 8 days later. The representative "Andrew" was rude and lied about a statement which was said to have been sent out. I called back to speak with a supervisor and was placed on hold for 37 minutes. I hung up and called again to get another rude unsympathetic supervisor. I am shocked at the poor customer service and the JD powers award is not deserved. A stain on T Mobile and possibly AT&T to say the least...

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Loreanna york
camas, US
Jun 03, 2011 5:54 pm EDT

I have been with tmobile almost 6 yrs. I have purchased over 20 phones and pay for 4 lines. I purchased a G1 over a yr ago and the speakers went out, no reception, dubbed voicemails and texts. They replaced it with another. Same problem. Replaced it again. I'm still having troubles. After sitting on hold (longest hold time to date, 2 hrs 16 mins) who has that kind of time? Only to get the run around and 0 feedback. Telling me, they can replace the G1 with another G1 or, charge me 217 with a 50 dollar mail in rebate on a G2 with a contract extension. Why would I extend my contract after getting the run around for over a yr? And to cancel, they want to charge me 200 a line. After 6 yrs of being a loyal customer, I feel I am being taken advantage of. Customer service is a joke. I am letting my contract expire. If they continue to breach their contract, I will cancel my account, blog the heck out of them, report them to the better business bureau, get my lawyer on it and pay a little bit more for verizon. At least the customer service and phones will be decent. Not too mention, I won't get the run around and excuses that tmobile customer service offers. FAX CEO OFFICE [protected] and email P.humm@t-mobile.com but don't expect results. Those fat cats are sitting up there getting rich off their customers and to be honest, with all the out sourcing they do, it just tells you they are out for themselves and don't much care for the customers that keep them in Business. VERY angry, VERY disgusted, once loyal customer. My loyalities lie with a great company. Tmobile is no longer a great company, so my loyalty ends here.

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DONT USE TMOBILE
Fort Worth, US
Jun 16, 2011 4:44 pm EDT

I thought I'd try tmobile... THEY ARE THE WORST PHONE COMPANY EVER. I SPENT FOUR HOURS trying to get my new phone activated. THey had no record of me, my account, my phone, or anything even though i had the email and the paperwork that came with the phones. I got transferred to NINETEEN different people who could not help me AT ALL. I have my entire family on tmoble and I will personally make sureEVERY one of them switches. TMOBILE has the absolute WORST customer service I've seen in years. They act like THEY are doing me a favor by letting me get a phone. I PAY THEIR PAYCHECK. SO DO YOU. If you are lucky to even get a person who speaks f-ing english, good luck!

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LawOrder
South Bend, US
Mar 17, 2013 9:48 pm EDT

You are not alone. My family has already left T-Mobile (4 separate lines) for Verizon. I'm in the process of changing and taking a friend with me. Complaint letters do nothing. They will not listen until enough people have left them that they notice it. I've been with them 12 years and the past 6 months I have received terrible service.

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shawnlyn
, PH
Jul 01, 2012 8:56 pm EDT

Firstly dnt blame tmobile bout ur problems with the phone, they are not the manufacturer of the said phone, second do you even know how to use and take good care of you phone and lastly dont be so dramatic and stop exaggerating come on! 2 hours wait time IMPOSSIBLE.. SUCK IT UP!

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8:46 pm EST
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T-Mobile USA service center

I just signed up with the Walmart T-Mobile Family Plan.
I know it is cheap but any kind of service support is non-existent.
The service center which is obviously in another counrty is terrible. The people that I have called have been rude and do not know anything about the service.
What is worse is that the T-mobile web site gives no other options for support, No other number to call - no place to ask a question - no chance to resolve any problems.
As it stands I will have to go to a Walmart and see if anyone there knows anything about their Product

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8:04 pm EST
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T-Mobile USA cancellation charges

I have been a T-Mobile customer for 10 years. I had an unlimited everything plan for 5 of those 10 years. I have paid all of my bills and have overall been a good, consistent customer.

Although I live 50 miles from their headquarters in Bellevue, Washington my cell coverage was not great in certain areas. I moved to a home that did not have any T-Mobile service at all and so I was forced to switch.

I switched my line over to Verizon two days after my last billing cycle. Now I owe the entire $110 for the month that I used 2 out of 31 days.

Not only do I owe it but I was sent to collections for it. Fast.

Today's business is all about CUSTOMER SERVICE. Especially for long term clients. I feel that after 10 years of service they could have at least sent me a bill in the mail or email. But no... I received calls from collections 3x a day.

It would be nice to get a phone call from someone that actually knew what the situation was. Even though the call center was in Jersey, it might as well have been the Middle East.

Thank you T-Mobile for dinging my credit... I always had good things to say about T-Mobile... but now I'm just frustrated with the way I was treated (like a poor person!) once I had to switch phone providers.

With this kind of customer service I'm definitely not betting on T-Mobile in the stock market - and anyone else who believes that customer service is the future of business shouldn't either.

Sincerely,
Hillary

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4:43 pm EST
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T-Mobile USA misleading information and bad practice

I called T-Mobile customer service specifically to ask what charges I could expected if I ported (transferred to another carrier) my number. I was told on 9/30/2012 that I would be charged a pro-rated amount based on the number of days I remained with T-Mobile service. I ported on Oct. 12, three days into the billing cycle. Instead of pro-rated charge that I was informed by T-Mobile's own customer representative, they are charging for a full month even though I used 3 days and was informed that the charge would be pro-rated. Had I been informed correctly, I would have made sure I ported before the start of a new billing cycle. I called and talked to two representatives (Jay and Al on different days) to explain the discrepancy and why I did not expect to be charged beyond my 3 days of T-mobile service usage; neither of them could "adjust" the bill and did not offer any other kind of solution whatsoever. I also sent a letter (dated Dec. 8, 2012) to T-Mobile's Customer Care/Billing Department explaining the situation and that I will gladly pay for the 3 days I used T-mobile's service between 10/10/12 - 10/12/12. The last letter I received from them is now threatening that they will resort to a collection agency, which will possibly report this to the credit bureaus. This is not the first time I've received conflicting information/service from T-Mobile. I've remained with them for almost 4 years in spite of it all (not to mention the costly service), and have never been delinquent on any bill. Now they want to harm my credit history and credibility because of less than $50, based on misleading information given by their own reps and an unfair practice (T-Mobile is, in effect, able to pro-rate, which they do if you simply cancel your service instead of transferring to another carrier). This is the last straw with them, like with many other consumers who have complaints against T-Mobile, I will never go back to this company nor recommend it to anyone. By the way, T-Mobile has a D- rating on the Better Business Bureau website (http://www.bbb.org/western-washington/business-reviews/cellular-telephone-service-and-supplies/t-mobile-in-bellevue-wa-27026359) as of 12/26/212; in comparison, AT&T has a B, and Sprint has a B-. Looks like T-Mobile doesn't care much about customer satisfaction and good business practices

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T-Mobile USA Customer Reviews Overview

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

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

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

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

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

T-Mobile USA In-depth Review

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Pros and Cons:

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

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

How to file a complaint about T-Mobile USA?

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

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

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

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

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

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

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

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

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

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

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

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Phone numbers

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Website

www.t-mobile.com

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