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T-Mobile USA review: unauthorized credit card charges 331

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Author of the review
5:32 pm EST
Featured review
This review was chosen algorithmically as the most valued customer feedback.

I noticed a charge on my credit card statement from Vesta T-mobile in November. I have never heard of this company before and I have never purchased anything from this company before.

I called Vesta at [protected] and the receptionist was well aware of the number of callers who have complained about un-authorized credit card charges from Vesta T-mobile. She connected me to a claims dept who wanted to assist me with my inquiry but she required my credit card number which i did not provide for obvious reasons.

331 comments
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Judith V. Rink
, US
Aug 18, 2018 5:55 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I will no longer TRUE this company.

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Judith V. Rink
, US
Aug 18, 2018 5:53 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Just like T-Mobile to not listen.

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Judith V. Rink
, US
Aug 18, 2018 5:50 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I am very very upset with Vesta T-Mobile and will never recommend them to anyone. I have decided to cancel my phone and I called about 20 number and no result. I went to cancel my phone [protected]) and I don't know how. I am really surprise at T-Mobile. I have been with T-Mobile since 2001 and I never thought you would do this to me. My name is Judith V. Rink, 20014 Rosebank Way, apt 302 in Hagerstown, MD 21742. PLEASE CANCEL MY PHONE SERVICE.

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djones7850
, US
Sep 28, 2011 9:57 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Since I last contacted the Executive Response team in April, I would like to briefly tell you what issues I have had since then. Sometime in May, within 30 days of receiving the new HTC G2 phone that I have I started having problems with it. The main problem is that the battery will only last about 4 hours and that is without any usage at all. After multiple calls to the customer service and staying on hold for hours, literally. I was told that it was the battery I would have to purchase another one if I thought something was wrong with this one. After being transferred 4 or 5 times I finally spoke to someone and I was sent a new battery. I tried that for 2 or 3 weeks called back to customer service as I was instructed and was told to turn off all the apps because it was apparently draining the battery. At the point my question is, I have this fancy smart android phone and I can't use the apps because it drains the battery? Well, yes that's correct, according to your customer service agent. So the support department lead me through turning off all the apps. So now I have a phone that I can make and receive calls only. No better than the $19.95 prepaid phones at Walmart. The battery problem did not improve. I sit around a couple more weeks questioning my sanity for paying such an outrageous amount for service and it sucks. Sometime during June I called back and they told me to go to the nearest store, and somehow during that conversation the agent changed my plan and my bill increased yet again. I still have not figured out why or how that happened, I thought I under a contract.

So, in June I go by the nearest T-Mobile store and they said they turned off everything except my primary email account maps. According to them everything else was disabled. So no bluetooth, FB, weather, news, nothing. So in June I saw a $50 plan advertised. I had been laid off for a few months so I called about lowering my bill to this plan. Well, I can't do that either because I'm already on a contract. So, I asked if I could lower to a cheaper plan. Well, I can't do that either and was given a number of reasons, or excuses. So I asked, well can you at least give me a phone that works. Well, we can't do that either since you just upgraded a few months ago. You'll just have to buy a new one. Honestly, I got sick of dealing with T-Mobile so I stopped calling for a while. Then earlier this week I called to see ask how I could backup my phone and got some information about being over the data limit and I was being charged for the overage. Well, guys, that is where I throw in the towel. I mentioned earlier what happened in June, well the only thing different that has occured the past 30 days is that I have gotten some battery upgrade notices and I followed the instructions. After being on hold for 49 minutes Tuesday evening I was told it was probably that if nothing else has changed in the past 2 months. I am certain that is what it was. I called back yesterday and was on hold for 1 hour and 15 minutes to ask what I could do and guess what, I can change my plan again but my bill would go up another $30. So now we are talking about $120-$130 a month for a single line plan that you also sell for $50 a month.
I have been trying to resolve numerous issues with T-Mobile for over 9 months to no avail. Over charges, dropped calls, no response, bad service, lousy equipment, etc. etc. etc.

Valerie
Valerie
, US
Jul 30, 2008 7:12 am EDT

Today, I was switching my SIM card from one phone to the other. When asked for my PIN number, I put in the correct number once, and my PIN was blocked. I talked to a representative online who was unable to help besides giving me my PUK (PIN Unlock Key), so she suggested that I go to a retail location and have a sales representative help me there. I went in and the woman took one look at my phone and said "You're going to have to buy a new SIM card. They are $20 plus tax." After about 5 minutes, I finally convinced her to at least try and unlock it. She couldn't figure it out either, so again, she told me to buy a new SIM card.

I'm not one to spend money if I don't have to, so I took my phone and SIM card home and transferred it into the other phone. I was able to input the PUK number and new PIN. Then, I transferred the SIM card back to my other phone and entered my new PIN. Voila! My phone works again. So, I really didn't need to spend $20.

By the way, I have no other phone so I couldn't call customer care and the sales rep at the store would not call, nor would she ask another employee for help.

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Bluesails530
,
Oct 03, 2008 6:15 pm EDT

My daughter and I both received Sidekick phones for Christmas. My phone began acting up and malfunctioning right away. They gave a new remedy (i.e. turn off phone every few hours) each time which seemed to work. The phone did have intermittent reception, but I was told it was because I lived near the mountains. After seven months, my daughter's mouse-ball (?) became stuck and was difficult to move, so we both headed to the T-Mobile store. They literally took each phone apart and spoke with tech support for the 1.5 hours we were there. They finally said we were to send both phones in exactly as they said, because if something happened between then and the time they received it and we didn't follow instructions, we would be charged $100 for each phone. We followed the instructions to the letter for both phones. Two months later, I received a bill for an additional $100+$23 for shipping/handling.
When I called, they said that they discovered water damage and that I am to pay because it was out of warranty. Now, my only recourse was to send a fax disputing the charges. I sent a fax and five days later received a message on my home phone threatening me with additional late fees if I did not pay the entire $234 by the due date. I called and asked if the additional charges could go into some sort of arbitration and that I would pay the remaining $125 only.
They threatened me with disconnecting my phone. At this point, I pray they do. I have never experienced such poor customer service with any company. They act like a bunch of outlaws. One can only wonder if the people at the top know what’s going on in customer service. If they are, in fact teaching this, then the whole bunch deserve to go down!

Valerie
Valerie
, US
Aug 16, 2006 12:00 am EDT

What is this site, if not a place where people can gather information in order NOT to go through a variety of bad experiences that other people had to? And here is a fresh one for you, reader, who deserves to know this things so that you're not suckered into the dark wells of incompetent / dishonest / lazy / disorganized / out-to-screw-you businesses (you know who you are).

When sending those rebate forms to companies such as the one mentioned above, ALWAYS, ALWAYS, send it through certified mail, because when you call them, and they say they've never heard of you, you can tell them that trick is not going to fly, because you have a receipt from the post office that shows you sent them the paperwork. And guess where I learned that little trick? HERE! HA! They thought they were gonna get me, and it didn't work! HA! HA! HA! Consumers 1, big bad business 0!

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cij4evr
Daly City, US
Aug 05, 2011 5:51 am EDT

I'm very frustrated with T-Mobile right now. I just recently upgraded my phone to HD2( i know its old, but i've been wanting this phone) When i ordered it, the full description its 1 GHz chip and with a 16gb memory card for 34.99 (after a $50 rebate). I'm sure some other people saw this. I happily placed the order, it totaled to $140.66, $84.99 for the unit, $31.68 for the tax, shipping for $5.99 and $18.00 for unit upgrade charge, so total 140.66. That is fine, when i receive my unit, it turns out refurbished (I don't mind its refurbished, but it doesn't include the 16gb memory card like it said on its site. You need this memory card to play the transformer movie and to play games) It was really misleading for them to put that info on their site. This info is visible after i logged into my t-mobile account and going to upgrade unit option. I let it go, but pissed off about it. Next thing i know, there is no rebate when i go to check in their rebate center. Now, i really feel deceived about it. I tried talking to customer care, but she just told me that its " refurbish so I won't get any memory card. And now with no rebate like it said on its website, it just blows my top. I really wish i did a print screen of the phone on their website and the rebate info. I ordered the phone on July 28, 2011, and didn't receive the phone until august 3, 2011 and i check the rebate on august 4, 2011. I couldn't check the rebate before hand because i would need the IMEI code behind the cell phone. So yah, i got MISLEAD by T-MOBILE.

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Delvonia M. Bradshaw
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Aug 20, 2007 12:00 am EDT

My family have had the phones for about 3 months - already my sisters had to be return because she could not receive any phone calls - and had to pay shipping charge for it to be returned and for them to replace it.

Now my phone keeps cutting off - power. I have done everything as far as removing and replacing the battery, etc. It is still doing it, and I don't feel that it is right that we should have to pay for anything to be returned - when it is the companies defect.

There needs to be a class action lawsuit!

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musleh ahmed
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Apr 28, 2008 1:35 am EDT

Im just appaled at the service y-mobile provides these. It has turned into an absolute joke! The managers at t-mobile are not properly trained and have not the slightest idea how to deal with a problem or a query. I have been on the the phone with a member staff from the business department who i was not very happy with, i asked her to transfer me to someone else which she was`nt capable/willing to do so! The team manager who`s name is ALEX HUGHES took over the from the member of staff then started to speak very rudely at which point i reminded him that i am a business customer and not an ordinary customer!. But he still continued talking very rudely, then i just told him get lost and terminated the conversation. T-mobile`s reputation and customer satisfaction has been going down and under for some time but now their telephone staff has turned it into a circus!

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ALVIN MCCLAIN
Savannah, US
May 13, 2013 12:36 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

My name is alvin mcclain. I went into a savannah ga store to purchase a phone and monthly service. Specifically told the representive that i did not want a contract. I selected the phone i wanted. It is the 4g mytouch. It was then priced at $349. 99. I paid $249. 99 and was told that i could pay $5. 00 amonth along with my monthly billing. I kept stating that i did not want a contract. The rep told me" no mr. Mcclain you will not be under contract, you will just be billed monthly. I was sent a finale bill last week in the amount of $391. 00 and was told that $200. 00 of this finale bill was due to me not continuing with my contract. Well i know i did not agree to one". That was my number one objective when i went into the store, "no contract" it was explained that i would not have one, just monthly payments. I would greatly appreciate an investigation into this matter. I know companies have a tendency to rule in their favor. I know what i asked for upon purchasing this phone therefore i will not agree to pay for something that was not explained to me concerning making monthly phone payments. I walked out that savannah, ga store on whitebluff road believing that i was contract free. And that is what i am going on. The total amount of the whole bill is wrong. I paid the balance of my phone off because i thought that was the reason you all locked my phone up where i cannot use it with another sever. This matter needs to be steighten out. Thanks for your time. I did not agree to these terms. And i will not pay for something i know i did not agree to nor was it explained to me. My mobile number is [protected].

Valerie
Valerie
, US
Jul 29, 2008 2:57 am EDT

I ordered a t-mobile phone saying that I would receive a rebate if I filled out all of the papers and sent them in 3 months later I am still fighting for my rebate. I called 5 times and spoke with 2 supervisors. Each time I was given a different story and it said my check would be on the way. One time they even told me they had already mailed my check. T-mobile is the worst phone company as far as customer service. I doubt that the rebate even exists, I don't know anyone who has actually received one.

Valerie
Valerie
, US
Jul 24, 2008 5:04 am EDT

We recently purchased the T-Mobile Service. I have spent more time on the phone with their support folks than with the people I bought the plan to communicate with.

They started by selling me the service and telling me I was getting more than I did. Much to my surprise when I got a bill for over $300 when it should not have been more than $100.

I have yet to get more than 2 bars on my phone anywhere in the city, and half the time it says searching for network. I would understand if I was in the middle of nowhere. I have called them several times on that, before my trial period was up. They told me to give it a few days that they were having problems in the area. Now I am out of my trial period and the service still is terrible. I have called them several times since and was told I would receive a call from the engineers. Nothing. I have on several occasions had to use a land line phone to call in as I couldn't get a signal or if I did I got cut off shortly after dialing the call. I continue to get complaints from customers that are unable to reach me, and they don't even get sent to voice mail half the time.

Last night we got a letter saying that they will not honor the mail-in rebate that was promised to us when we signed up for the phone.

I never had this type of experience with my last provider, I wish I could go back.

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bringmesolace
Salem, US
Aug 30, 2011 5:15 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I purchased a phone, & some accessories online. I payed for it to be sent over night, and it was not delivered over night. I called T-mobile was on the phone for 2 hours being transferred 5 different times, including a supervisor which hung up on me (whether it was accident or not, this was not okay). I called back again, explained my story and this man told me he would refund my account and it should be there within 3 days. I still have not received my money back. I called again this last week (on the phone again for about an hour or so) and a woman finally said I should have it in 3 days, I've waited more then that and yet the funds are not in my account. They talk about having great customer service, yet I had such a tough time even receiving what I paid for without being a bit aggressive. To me this is absolutely unacceptable, considering how many people work for you... a lot of them shouldn't. Anyhow, I would really like to see my money back into my bank account. I am going to call them again today, it has been almost a whole month since I purchased the order. If you ask me you should double it for making me wait such an extended amount of time, I should not have to in a since beg the company to give me my money back...this is truly not how customer service should work.
My order number: [protected]

Valerie
Valerie
, US
Sep 11, 2007 12:00 am EDT

I purchased 3 Razr phones from T-mobile in Jan 2007 with a 2 year contract. By May, one of the 3 stopped working.

I called T-mibile, they said moisture got in because a dot was red. So therefore, the warranty does not covere it-- I was screwed. I did not complain back then, cause I thought I must be stupid to let the the moisture into the vulnerable phone.

So I switched to a different phone. (so I am now officially paying for 3 numbers, using just 2 phones). Yesterday, after I got out of church, I turned the phone back on. I discovered I could no longer use my phone book or any menu service. I called t-mobile, they said it is a hardware issue, not a software issue and their 1-year warranty only covers software issue.

What kind of warranty is that?!

I sincerely hope the company can get its act together and really start to serice its customers. They did a good job training the customer service reps, they were cordial and polite -- but the company needs to work with Motorola to make sure they do NOT sell lousy product in the market place. 2 out of 3 broken in 8 months is not a good product.

Thanks,

Yousong Wang

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Johnathon Stevens
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Feb 22, 2008 10:20 pm EST

I started my plan with T-mobile, purchasing my phone and service plan online on the last day of June, 2007 (activation was in early July, 2007) and that's when the first signs of trouble began. The very first issue I had was on day one of having the plan (To be exact, day one of receiving the phone, they activated it before I received it by a day or two...) where the data plan, which I'll start by saying isn't optional on my phone when purchasing it and which I did have on my account when I checked out online buying the phone, was not active on my account (should have taken note there that they can't make their own systems work, but didn't) but that was relatively easy to fix by way of a quick phone call (though at that time the rep said I lied about having purchased that plan even though I had... Oh well.) For the next couple of months I had no issues other than the occasional dropout of service in "covered" areas. Then suddenly, my voicemail box dropped off the face of the planet. To the date of cancellation (over 3 months, 1 email, and 2 phone calls later) they never restored my voicemail service, nor did they attempt to. Instead I received the runaround, via email and over the phone I was asked if I wanted to "report a service outage" but was never offered any help in repairing and restoring my voice mail inbox. The customer support representatives that I talked to were unable to comprehend the problem that I was having and continually read from what seemed to be a script rather than actually helping me out. I called today (February 11, 2008) to finally cancel my 'incomplete' service once and for all on the grounds that they refused to help me fix my problem and was informed that (quite suddenly) they had no records of my previous calls.. (Even though they saw the first time I called from their system the second time I called about the voicemail problem, I found that strange..) They ended up saying that I would be paying $200 to cancel my service because of their error.

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Mizaprild
Chesnee, US
Apr 24, 2013 4:59 pm EDT

I am very disappointed in this company. I have had to switch out my samsung exhibit 4g so many times. The last rep said because I have had so much trouble he was going to send me a different comparable phone to the exhibit. That was fine with me of course. When I got this supposed comparable device let me tell you just a few differences...Prism is 3g Exhibit is 4g, Prism lousy camera only rear facing exhibit has front and rear facing, and the internal memory is no where close..the prism has 512 and the exhibit has 1GB. Called back to t mobile and the nice rep let me know that they could only exchange my prism for another prism. Needless to say I demanded another rep..that didn't work either demanded a higher up..and guess what? That didn't work either so my 4th rep finally agreed to send me back a samsung exhibit minus the back cover and battery. Are you serious? After GREAT demand he credited my account. I was lied to and I had to take time to go out and purchase my own battery and back cover. This business tells lies to their consumers all of the time and it usually centers around false information from a rep and then when you try to get it fixed they suddenly can't or won't fix it.

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tmobile is crazy
Los angeles , US
Apr 23, 2009 12:58 am EDT

Tmobile sent me a bill that was due by march 27th. However when i tried to pay the bill to get my phone service restored, i was advised that the bill had been sent to a collection agency. I paid the past due balance but learned an additional $200.00 early termination fee was added which caused my bill to be increased to over $700.00. I realize that this is essentially my fault due to not paying my bill on time but how can my bill be sent to collection before its due? I asked the tmobile rep that exact question.. Her response was " oh jus disregard that notice. It was probably a mistake. " after paying the $500.00 and sum odd dollars i then proceeded to make arraingements with gc services to pay the $200.00 that was remaining. They stated that they would settle the account for $100.00 and send me a new sim card for the "reconnect program" which would take 7-14 business days. After waiting a total of 13 days i then called to see the status of my package, just to learn that the package was never sent due to me supposedly owing them 57 more dollars which was never mentioned before... And this is the short story... Somebody please help..

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Jim Chu
NYC, US
Aug 03, 2011 1:52 am EDT

Want to talk about stupidity, I have credits in my t-mobile account, in account Tmobile refuses to apply it to the new lower monthly rate plan, They would prefer to mail me the a check back in thirty days for the credits that still in my account rather than applying it to my Tmobile account. In turn shutting down my service, after spending fives hours on the phone over a period of two days and was promise by the representative nothing will happen to my account; well they lied as well telling that I would call me back several times. In which I never did get any calls back at all. Tmobile with the same cell number. T-mobile pride themselve in being a world class company with a world class company care service. In life their is something call the universal common sense law of life in which Tmobile is lacking in which majority of people thinks the same way. I will see you jerks in court with a lawsuit that my attorney will be filing. Furthermore this BS; if AT&T is allow to merge with Tmobile will definitely make life more miserable fof consumers. I will be fighting this until my situation is cleared and if anyone else has a problem with Tmobile please join in. Thanks and have a bless day,

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mentalcompass
Saint Cloud, US
Aug 21, 2011 6:43 pm EDT

I've been with T-Mobile for nearly eight years. They were a powerhouse for customer service. Those days are over. The new call system throws users into an India-based service center where you can be sure NOT to have your issues resolved. The only way around this is to ask for the cancelation team. At that point you'll get American agents that respond in the manner I had always expected from T-Mobile, they do anything to resolve your issues. Also, the new voicemail system won't let you opt easily for customer service without declaring a reason for the call, oftentimes I've had to make up a reason. The wait times to speak to a live agent approach an hour and when you get them, it's a sure bet you wasted an hour. No one wants to hear the "T-mobile agent script" being read while the problem remains, the minutes tick away. When a company no longer cares for its clients, it shows up immediately in the quality of customer service. Such a sad fact given the years of excellent customer service that I had come to expect from T-Mobile. Perhaps they're just preparing us now for what to expect should the AT&T buyout happen. I highly recommend you don't up your contracts.

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T mobile sucks
Redlands, US
Jan 18, 2011 7:32 pm EST

When my contract was up on December 10, 2010 I called to have both my phone lines cancled T-mobile made it extremly diffcult and transfered me to three different departments before I was told my lines would be canceled. I recieved a bill a few weeks later for 400 dollars. I was given a detailed billing cycle was for after I closed out my account. When I called and asked to be given a detail bill I was told that because I closed my account I could not recieve one to go to a T-mobile store. When I went to a t-mobile store they told me that they could not print up a detailed bill either. I called yet again to customer care and was told I went over my minutes and had roaming charges after I had closed the account I asked again for a detailed bill as was hung up on.

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tundra1
Port Washington, US
Nov 24, 2009 1:26 pm EST
Verified customer This comment was posted by a verified customer. Learn more

For about 4 months I had no service in my area with T-Mobile. After calling them about 20 times they said a new cell tower was going to be put up in 4 months. I couldn't wait that long with no service so I switched carriers. Originally, T-Mobile told me they would waive the early termination fee. I got the bill in the mail today and they didn't. I called them and said sorry but we can't do anything about it. I just filed a complaint against T-Mobile with the BBB and hope they will resolve my dispute.

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Nicole
Portland, US
Jun 10, 2009 10:38 pm EDT

I recently had to take a trip out of the country unexpectedly. I took my cell phone with me and I did not switch it off in case there was an emergency, i wanted my daughter to be able to reach me. So my surprise when I arrived home to my bill was over $92.00 in charges. The calls that I didn't answer that went to voice mail were charged at a roaming rate of $2.99 each. There was a collection agency calling me several times a day and this quickly added up and when I called T-Mobile they would not take these superfluous charges off of my bill and I am stuck with them. It was suggested to me that next time I leave my telephone at home or turn it off, which would not help my daughter if she needed to reach me in an emergency. Thank you T-Mobile. I will not be renewing my account when the option comes up.

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joelnaimon
Peabody, US
Apr 27, 2013 2:34 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I was a loyal Tmobile custome for a number of years, even though their service was terrible.
I was charged a full month, upon cancelling my account, when the time was 15 days.
I was not told of this, when I was told to go to a company store and pay my final bill. They could not use my normal debit transaction for this final bill. The final bill was $ 24.51. My normal monthly bill was $ 21.42.

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Cell Phone Rip off
El Paso, US
Aug 12, 2009 6:59 pm EDT

I have paid over $200.00 for telephones from T-Mobile and Alltel. They are pieces of junk. They do not last over a year. The charger quits working or the battery becomes disfunctional. Then the company wants to sell you a new phone with a 2 year contract. I will be looking for a new cell phone company. I am hoping to find a company with higher goals than ripping me off. The people at the service center are awful. I spent 2 hours there combined for the 2 times I had to go there. The women clerks were unprofessional and flirting with the men customers if they were young and attractive and the same with the young man clerk. He was with one female customer for the whole hour I was there this PM. Other people were complaining and leaving. Other people meaning those of us that were over 50 and unattractive to the young clerks running the store. I hope I never have to go back again!

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CalvinR
Atlanta, US
May 17, 2013 3:17 pm EDT

I purchase two Galaxy Samsung S2. Tmobile store rep stated they will send a $100.00 rebate for each phone on a visa/master gift card. I receive a letter from T-Mobile stated I did not qualify for the rebate and they will issue me a credit over the 12 months on my bill. I have been speaking with Renetta Clay Executive Customer Relations Office of the President T-Mobile USA, Inc. at [protected] ext. 341-8023. Renetta stated in several emails that she will credit my account. I have tired to contact her via phone and don't get a answer. I have emailed her and Renetta reply back a day or two later.

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areid
Belton, US
Jan 30, 2012 9:57 pm EST

Before we got married, my husband and I both had T Mobile since they were Voice Stream. I cancelled my acct and was added to my husbands account. He received a new phone HTC and I received the 3G google phone. We did not have any issues, until recently. Our calls drop all the time, our text messages will not go out, we can't always get on line, we dial a phone number and it will hang up before it even rings and my phone turns off and on all by itself for no reason. We have gone to the T Mobile stores and have called Customer Service and all they can say is turn your phone off and turn it back on and take out the Sim card or get new phones and extend your contract for 2 more years. Then within the last month, I had called my husband on my way home from work (I work nights) and our call dropped 7 times in my 20 min drive. I was so irritated, I called Customer Service and that call dropped 5 times. they called me back each time and finally the call stopped dropping and we were able to speak to the rep. She said to turn the phone off and turn it back on, etc then she offered us new phones with a 2 year contract. We did not want another 2 year contract since the service has been so awful. We are paying for unlimited call, text and data but it is very, very limited. So we said we just wanted to cancel our service, she said it would $400 ($200 per phone). Our contract ends in July 2012. So we asked to speak to a Supervisor. We were transferred, and she said the same thing, get new phones and extend contract. We were then transferred to another gentleman and he also said the same thing and we said we did not want to pay the $400 since we had been with them for so long and we are not getting the service we were paying for. He then told us to write a letter to Customer Relations in New Mexico. So that same night we did. About 2 weeks later, they wrote back saying that they could not waive the fee and that we had a bill due in Jan so to please pay that by check, money order or by call T Mobile or online. And they would like to continue trouble shooting our phones. I was not happy with that so I filed a complaint with the Better Business Bureau, writing that we have dropped calls all the time and with me working nights and my husband starting a job in April that will keep him away from home all hours of the night that we needed a phone service we could trust in case of an emergency. I asked that the fee be waived or that our bill be dropped to the lowest amount so that we can go with a different carrier and still continue with T Mobile until the end of our contract in July. We received a response back with an offer of $79.99 for 1000 min. $79.99 is not something we can not afford if we go with another carrier. They then asked the BBB to close the complaint and that they did not have record of us calling since Aug about a cracked screen and that we have called "several" times wanting new phones and they suggested we call Customer service to trouble shoot or if we have problems with our service and they checked the map and our area has good service. I am now not only angry about the poor service, but now I'm beyond angry that they are claiming they did not speak us regarding our dropped calls. They made us out to be liars and all we wanted is new phones. NEWS FLASH! WE DO NOT WANT NEW PHONES. WE WANT A BETTER CARRIER. And yes we did call in Aug about getting a new phone since the screen was cracked, but we would have to sign another 2 year contract or pay almost $300 for a phone w/o extending. So we we ended up getting a phone from a friend. And yes, we did ask about a new phone since my phone shuts off and on all by itself when ever it wants to. but if i wanted a new phone i would have to extend my contract or pay an outrageous amount. Who wouldn't want a new phone with those problems? We are just fed up with T Mobile! Its so convenient to not have record of our most recent call about dropped calls. I'll have to ask for our phone records. Bottom line, we want out of our contract with no fees. T Mobile has poor customer services at their call centers and the Customer relations office. Pathetic.

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KhanM
North Andover, US
Apr 23, 2011 6:13 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Hello,

Please help me get my refund - I ordered a phone from T-Mobile on 22nd Mar 2011 (Order Number : [protected]). For a " LG Optimus T™ with Google™ - Titanium Prepaid", I received the phone on 24th March 2011. I opened the package, the bubble wrap was not in there (It existed but no air in them). I opened the phone checked it throughly, Noticed that the back Battery Panel was cracked, i called t-mobile and asked them if they could send me the back cover only, they said no - I will have to send the phone back to them and they will send me another phone. Also they said the process will be delayed as it was a shipping damage and they will have to open a case with the shipper (UPS in this case) - I don't understand why the customer has to wait for their claims, i paid and expect the right product and if it is defective irrespective of the defect or who was it caused by T-Mobile should solve that within (With UPS), why should the customer be suffering, Any ways i thought just a week lets wait, i called the customer care again and asked for her suggestion how to go about this current situation as i needed the phone badly (My old phone was damaged) she said its going to take a while, why don't you ship us the phone and once we receive it they will inspect it and process my (New Order or Refund) Later i came to know that the staff had no knowledge that they cannot place a new order - Customer has to do that. I sent the phone back to T-mobile and T-mobile acknowledged that they received the phone by 1st Apr 2011, they said i should see the refund of the amount within a week (Also gave me a side note that it could take 30++ days to get my refund ). Since then i have been calling them for my refund, spoke to the supervisor, no help at all. I have to pay my credit card bill and i usually pay the amount in full and its due in 4 days. Can you please do something about my refund. My problem is i don't understand why should the customer suffer (Bear the Frustration), My part was paying the amount on time and i did that. I paid upfront, sent the phone back why would they hold my money? and i was without phone for 2+ weeks and went through a lot if trouble, finally had to buy the handset from a third party. After waiting and multiple calls T-Mobile is not taking any responsibility and instead the executives are rough. They just tell you that wait for 30 days then call back and we can initiate the Manual refund... Please help me in here ... Why should i suffer in all these ... ? I request Complaints Board to please take a strict action on my behalf and help me out. Thanks.

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Anderson
, US
Aug 05, 2009 6:38 pm EDT

T-mobile ripped me off for my deposit $250.00 I gave them in 2005. I asked for it back when I terminated their service. They say they have no record of it, but promised to look into it. That was after being transfer all over the place from dept. to dept. The same departments different operators, around and around in circles they sent me. Probably thinking I'll give up. But I didn’t. It justified my feelings of towards that company.

There criminals.

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screwed mobile user
, US
Feb 16, 2009 8:11 pm EST

Got a text from 55999. Got slammed into a contract I didn't want! These people signed me up for a ringtone service that charges $9.99 a month to my cell phone bill. I didn't even know I was being chargedd for anything till my cell phone bill came in! Called my cell phone phone provider and they wouldn't give me credit. Thanks T-mobile.

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Valerie
, US
Sep 19, 2008 7:11 am EDT

October 2007 I decided to go with T-Mobile. I called them up and found out if I did it online that I could get a 1yr contract instead of the 2yr normally you have to sign up for in the store. The lady I spoke with was extremely nice, answered my every question and got me all set up. I ended up getting the T-Mobile wing (most expensive phone they had at the time). I got the MyFaves 600 ($49.99) plan with Unlimited Texting ($14.99), Total Internet Addon ($19.99) and the Insurance ($5.99). Two days later I got my phone, called to activate it, and about 10 minutes later everything was set up, enabled, and even had my number transfered in record time!

I promptly filled out the rebate forms. Since it was a phone order I was missing an order number. I called customer service and they assured me that since it was a phone order that it would not be a problem and
they would 'note my account'. I verified all the information needed for the forms with the representative and sent the forms off the next day.

The problem started a few weeks later...

I realized I was going to need more minutes on my phone so I called and SPECIFICALLY asked if I could upgrade the minutes on my phone (to the MyFaves 1000 for $59.99) with no problems. I wanted to ENSURE that I wasn't going to incur any additional fees, or have my account 'renewed', 'extended', or any of that other crap. I was assured that since I was upgrading it wouldn't be a problem (I figured if you downgrade they hit you with fees pretty hard to discourage downgrading).

I downloaded Google Maps on the phone (the *ONLY* thing I ever installed on the phone). After about a week of use I noticed the phone was locking up. It would show the home screen, and you could hit the Power button to turn the light on and off, but it would never receive any phone calls, or text messages. It wasn't until I would try to make a call, or send a text message that I would realize it was locked up. I would have to pull the battery out of the phone to get it to turn off to reset it. I thought it was me trying to run too many things on the phone, or having too many text messages in my Sent or Inbox, so I tried to keep a better eye on it.

A few weeks later I received a note that my rebate had been denied since I didn't supply all of the information requested. I once again called up customer service to find out what was going on since I was 'assured' that this wouldn't be an issue and that my account was 'noted'. They were pleasant enough, apologized, and credited the rebate amount to my account. I then mentioned my issues with the phone and she said she'd put me in touch with the tech guys who handle the smartphones. I was on the line with them for about 2 hours. They had me clear out my text messages and checked to ensure I didn't have too many things installed. I told them the ONLY thing I had installed was Google Maps. In the end they had me do a hard reset of my phone, without telling me all my data would be lost. They assumed that I had my phone backed up on my computer. I use Thunderbird, so I can't backup my Contacts though. When it was all said and done my phone was completely reset and I was told not to install anything on it since it would cause it to lock up.

The next week my phone locked up several more times. I made sure I had no more than 10-20 text messages in my Inbox and Sent, and I did not install any programs on it. I also had all kinds of problems connecting to the internet (just checking gMail). Actually, it wasn't the internet, but T-Mobile's network that wouldn't connect. It would try for several minutes and wouldn't connect. Sometimes I could turn the
phone off and on and it would connect, but usually it still wouldn't work. I was lucky if I got connected 1 in 5 times when I wanted to. After another week or so, and several important missed calls and messages, only made worse by the fact that I have no land line so the only way to get a hold of me is via cell phone, I once again called support. After going round and round with the tech and doing yet another hard reset, I insisted that a hard reset wasn't a 'fix'. The tech finally leveled with me and said the problem was with Windows Mobile, not their phone. He said that doing a hard reset always fixes the problem. I was pretty upset, I bought this phone to use it as a smartphone, and now I'm being told that I can't install anything on it, and that I'm going to have to do a hard reset at least once a week to 'fix' my problem. I flat out asked why they were selling the phones when they (T-Mobile) know that they don't work. He once again said that the 'phone' isn't the problem, the problem was Windows Mobile. At that point I was livid. I said I wanted to swap out my Wing for one of the Blackberry that was at the time $100 less than my Wing. I said I didn't want any kind of rebate or refund, just a straight up swap. He said he'd transfer me to customer service to speak to them about that.

So, I'm blind transfered to CS and I have to explain everything to the CS rep, who of course knows nothing about the technical workings of the Wing. I go round and round for 15-20minutes and they finally tell me
that my only option is to pay full price for a new phone since I'm not eligible for an upgrade discount, and suggested I have my handset replaced (with another Wing). At which point I hang up the phone before
I throw it across the room.

Fast forward about 6 months...

I'm sick of the lock ups and my friend tells me she pays less than $50/month for local calls and unlimited text messages (vs the $100 or so I pay for virtually the same thing). I ask how much it would cost to cancel my account since I only had about three months left. She then corrects me, informing me I have about four and a half months left. I told her my date of signup and asked how that was four and a half months left. She then tells me the date that I changed my plan, and how my year was extended from that date, and since it was in the middle of a billing cycle it was effective the next cycle. So basically they added almost two months my account even after I SPECIFICALLY asked to ensure this VERY THING wouldn't happen! At this point I'm doing the simple math... I could downgrade to the lowest NON MyFaves plan without extending my plan (the MyFaves is the key to the extension) and pay it for the next 4 months (approx $30 * 4 months = $120 or $175 flat). I could then pay $50 for the new service through Revol and the COMBINED total is less than what I'm paying now!

The lock ups are more and more frequent, and I receive notice that T-Mobile is changing their insurance offerings and the new offerings are terrible. I figure now is a good time to get the phone replaced. I
called up tech support, go round and round explaining my issue, and they run me through the same things as before and have me do a hard reset. I insisted that I wanted my handset replaced as I have been offered a replacement before. I was then transfered to someone else (not entirely sure who with), who had me pop out the battery and check some sensors for color (to ensure there was no water damage). They set up the replacement for me in about 20 minutes.

A few days later I receive the new handset. The 'handset' was just the device (no battery or backplate). I wasn't expecting any of the other accessories, but I at least expected the backplate, and hoped for a new battery since mine has a very short life compared to less than a year ago. I followed the instructions in the box on setting up the new handset and checked the Windows Mobile version (since T-Mobile keeps blaming everything on Windows Mobile), and I knew Windows Mobile 6 was out and fixed many of the previous issues. It was an updated version, but only slightly CS OS 5.2.1622 vs something like 5.2.1486.

I set up my contacts and I called up T-Mobile and asked if I could have a free month of the Internet Addon since I paid for it for six month without being able to use it before I canceled it. The short answer was 'No', but they would let me 'evaluate' it for a month and if I canceled it within that time my account would be credited for the time used.

As it turns out the new handset suffers from the exact same issues as the previous. I guess it confirms that the issue is Windows Mobile, but the fact still remains that they are knowingly and willingly selling
these things when they don't work right. I called and canceled the Internet AddOn since again I couldn't install anything, and connectivity was shoddy at best.

Couple weeks later I get my bill. First thing I noticed was that it's twice as much as usual. I immediately flip through the pages and look at the details. First thing I see is that I'm being billed for a partial month for my Internet AddOn. Second thing I see is that I have a $100 charge for 'One time charge for Out of Warranty'. I immediately call up CS. They apologize about the Internet AddOn and refunded me those fees. I then asked about the $100 fee and was told that the phone had water damage and therefor wasn't covered under their warranty. The only water my phone has seen is some rain while it was in my pocket, never a puddle, sink, toilet, etc. I tell the rep that we checked the sensors before the exchange was processed and I was told that it was fine and would be covered under warranty. I was told that the warehouse gets them and they check other 'internal sensors' which showed it to have water damage. At this point I am furious and want to scream. I insist that aside from being in the rain with my phone in my pocket my phone has never seen water. He tells me that rain is enough to set off the sensors. Okay, what I've gotten from this so far is that there are hidden sensors INSIDE the phone that the consumer doesn't have access to see, and that they are so sensitive that they pick up the water before the external sensors. I'm told the phone are tossed as soon as they are deemed to have water damage. So, I send back a phone in complete working order, and some warehouse guy checks the hidden sensors and says my phone has water damage, and that's that, and I'm charged $100 with no say, no recourse, and no proof! I find it hard to believe that the internal sensors showed anything on my phone.

I demanded to speak to a supervisor at this point. the supervisor gets on the phone, I briefly explain the situation (and am amazed that he hasn't been briefed on it already). He states insistently that the fee
*WILL NOT* be refunded. I explained several times my reasons for how/why it isn't possible, and he just states very clearly and very boldly that they *WILL NOT* refund the fees. I tell him that I have no intention on paying the fee. He says that is my choice and then subtly threatens my credit. I went through an extremely rough time several years back and I have busted my butt for years to get my credit in decent shape, and T-Mobile is going to wreck my credit because of this?! I finally remember that I've been paying for insurance on the phone for the last 10 months. I tell him this and ask why this wasn't covered, and I swear I can hear him smirk as he says, 'It would have been if you filed a claim, but you didn't, you replaced it under our warranty, but since it was water damaged it wasn't covered and hence the fee.' Point in fact was that I stated I wanted the handset replaced, I did not specify how it would be replaced, nor did I realize specification was required!

I'm at my wits end! I cannot believe my experiences with this company, I feel they have lied and cheated me from day one. Selling faulty products, lying about contract extensions, and now this 'Out of
Warranty' fee?!?! The normal channels are obviously no help. I'm looking for any other way to deal with this that doesn't end up with my credit damaged, or me paying the $100 fee. I am in complete awe that the company didn't just swap my phone when they were given the chance and ended up with a happy customer. With the announcement of the new Android phone I figured I MIGHT give them another try, but after this last round, there's no way I'd ever do business with this company ever again, and I will make it my personal mission to ensure that every person I know, and ever meet knows how badly T-Mobile has treated me, and screwed me over.

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raamaya
,
Sep 21, 2006 12:00 am EDT

After having service with T-mobile for a year I added another phone line for my son. When I spoke to the respresentative I told him I needed the cheapest plan they had. He gave me some plan that gave us 300 minutes. Which i did not know can be used up in one phone call. I am not cell phone saavy since i don't have a phone the phone are for my children. Anyhow we get our phone bill it is close to $400.00. They shut of the phones stating that we needed to pay that before our phone would be turned on. I made payment arrangements. I paid $137.00 and then another $100.00. Still no phone. They told me they would not turn my phone on until the full amount was paid but that we would be able to receive incoming calls never saying anything about them charging us for those call. Next phone comes in it is $507 and some change. I had asked them the keep the phone off until we were able to pay this amount. After talking the a customer services representative which was of no help. I asked for a supervisor which i never got they directed to to dispute it on the web-site. Yeah right like that is going to change anything. Can you please help.

At this rate who know how much more I will be charged by the time that this is resolved.

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Sparkhopper
Rutledge, US
Aug 29, 2016 2:19 am EDT

I entered into a sales conversation with a T-Mobile sale's agent. About $600.00 was taken from my bank account before the conversation ended. I cancelled the transaction prior to the end of that one initial call. Two weeks have gone by and T-Mobile still has not returned my money to by bank account. T-Mobile took money from me so fast it made my head spin and although the tranaction was halted and while with the originating sales agent and during that one call. T-Mobile acknowledged verbally that the deal was halted and the shipment retracted but would not offer any cancellation confirmation identification. T-Mobile has my money and refuses to return my money to my bank account. Buyer be ware.

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mark2881
Wichita, US
Aug 29, 2016 2:19 am EDT

To start things off I have been a loyal and I mean loyal with Tmobile for quite some time now. I've had some recent events that set off alerts to companies trying to solicit offers to me because of information compiled to companies in regards to my excellent credit history. So I had been receiving phone calls from numbers I had no idea who they were and when I don't recognize a number I don't answer. None of them ever left voice messages so I assumed it was not important or was it? Perhaps these are so called people trying to scam me so what did I decide to do... Call tmobile to have it blocked.

The first person I spoke to told me he could block it and then mentioned something about a family allowance that would be set up on my account for a fee. I told him I just wanted the number blocked he said it was performed. Then 2 weeks later I receive another unknown call I call tmobile again. This time however it is supposedly technical support but I was skeptic because the lady on the phone did not even announce the company name she just said hello and also went on about this family allowance bid. After this whole ordeal Tmobile has made me set in disbelief that the company is all about business if your practices are far from the truth against what the agents who handle the calls are informing their consumers. Goes to show you that some of them don't care and not even the simplest of things are free. I've learned first hand and have been among various amount of wealthy people who happen to be close friends of mine and they understand the values of business practices that keep success.

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nicswint23
, US
Aug 29, 2016 2:19 am EDT

I purchased new phones and changed my contract on November 29, 2013. I was told that my phone bill would roughly be $181/month with out taxes. This became true for the first billing cycle, but the second billing cycle my bill was increased by $60.00. I feel that I was told this low amount so that I can be bound into a new contract because I was explaining to the rep (in store) that I was thinking about pursuing a new provider. He explained to me that they had a new no contract service and I would only be responsible for the payments of the phones (upgrade) and new line. I tried contacting customer service they stated it was nothing that they can do and that they were sorry that I misunderstood. There was no misunderstanding I was clearly told that my bill would be of a lessor amount. I felt as if she was trying to dismiss my frustration and intelligence. She went on to say that they were not responsible for what the rep had originally told me. That's not what a reputable company such as T-mobile should ever say to a customer. I then offered to return the phones and she stated that they were unable to take them back because it was after the 14 day return period. I asked if they would be willing to terminate the early termination fee due to the rep's negligence and she stated that they are not responsible for that rep. I feel that I was given the ole bait and switch. I was sold one thing and got home and it was another. This is bad business. Not to mention customer service were not remorseful or compassionate at all.

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Kouker
Berkeley, US
Aug 29, 2016 2:19 am EDT

T-Mobile naturally stealing my money! I have switched to Verizon for better reception and canceled my family plan with them last summer. But T-Mobile continued to charge me for 6 (six) month after that. I have called them 4 (four) times. They were doing cancellation with me on the phone EACH time, reassuring that everything is great now. But they have continued to charge my credit card after that month after month. After the 4th call they have refunded part of my money. But in the form of an AMEX credit card, which is not working in the places I'm shopping! And yes, they DID charge me for the canceled and refunded service a month later AGAIN! AVOID this company!

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S_K
Lake Forest, US
Aug 29, 2016 2:19 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I Placed an order for Nokia 5230 Nuron mobile which had an offer of no-contract+$30 recharge coupon on 29-Apr-2011. The website had issues placing the order with my credit card; when i called my bank i came to know that there is no issues with the card and order issues were at the T-mobile end. When i called the T-Mobile tech support yesterday i was told that all my orders were cancelled, but i got a voice mail from T-mobile with the order number today. i called them back to complete my order, shared the info needed for order placement and the website issue resurfaced when the customer care support person tried to work on the order placement. But to my surprise the order was cancelled coz of these efforts and I lost the offer. All i got from this offer is being in call with T-Mobile tech support for hours together. Similar issues were faced by friend also when they tried to place an order for the same deal. They also ended up getting nothing.

I couldn't even find an email address of T-mobile representative to report this issue. I was told by online tech support to call tech team or to drop a mail to "T-Mobile Wireless; P.O. Box 37380; Albuquerque, NM [protected]". I Just want to get this info passed to T-mobile representative so that such issues will be addressed in future.

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phyllis61
Indianapolis, US
Aug 29, 2016 2:19 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I was a t-mobile prepaid customer and I wanted to change to a post paid account. So the rep at t-mobile said ok they could do that, so I paid for the new sim card and they told me that once I get my sim card (they mailed it to me and I got it 2-6-14) that I would get my first bill by the first week of March. What I find out (after looking at my account info is I have a bill due 2-23-14, so I call t-mobile back and ask them why was this bill due so soon? And they said they have a new billing system call (bill current) meaning they still bill you in advance. I am on a fixed income and the main reason I change was so I could pay my bill at the first of the month, so the rep said they could change my due date, but because of the change by the month of April l will have three different bills due(the bill that was due 3-23-14 the prorated bill due to the date change and the bill due on the new date). I don't know what i'm going to do by then because I am low income.

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Nette36
Santa Maria, US
Aug 29, 2016 2:19 am EDT
Verified customer This comment was posted by a verified customer. Learn more

After being a loyal customer for 8+ years even when their service sucked and their phone selection was less then stellar I decided to switch to another carrier who offered the same unlimited minutes and text and unlimited data for 90.00 a month and I was given a 16 gb
iphone 5c for free. Tmobile wanted to charge me 500 plus for the phone at like 27.99 a month for 24 months. So after being a loyal customer for so many yrs paying my bill on time and having a crappy phone all the time I changed carriers. I was told that my final amount owed was 24.75 and then three weeks later I get a bill in the mail for 147.11 WTF? So, I call customer service and get told that because I switched my number to another carrier and didn't just close my account, that gives them the right to charge me for another month. Thats right I get charged for another month of service when the service was disconnected...How is that legal? How can I get charged for something that they have shut off and I cant use? So, Tmobile loves you as long as you pay your bill on time, but be warned the minute you cancel your service they are gonna screw you anyway they can. I will never, ever go back to being a Tmobile customer and I will never recommend them to anyone! I literally hate this company. I am going to pay them 5.00/month till this bill is paid off they can wait to get there money from me.

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Magilde
, US
Aug 29, 2016 2:19 am EDT

I Got a message for data plan use on the 16th and i called Tmobile and they said there is nothing like that on my lines. then on 18th i check my Tmobile account and it says i have $40 extra changes on that line because i was using the internet since the morning of the 16th. I told them that i had called on the 16th at 11pm and i was told nothing is happen on my phone line. I don’t know how to use the internet on the phone i was not evening using it so how can they charge me for it.

Another thing that happened was they started charging the same thing on my other line when that phone was not even being used. I have been their customer since 2006 and had no problems but this time i am highly upset. because they are charging me with something i have not used and when i called they told me you did now pay it. I did nothing and why should i pay for something i did not use. Also for one of my Tmobile lines they said there is no charges now when i checked they also put extra charges on that phone too.

Tmobile service is really BAD never Get it. Also there customer service desk people are very rude.