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CB Telecommunications T-Mobile USA unauthorized credit card charges
T-Mobile USA

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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Non tmobile user
Collingswood, US
Sep 19, 2012 7:52 pm EDT

I've never had an account with t mobile...but they insist on calling anyway.

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Voice mail message:

“Hello this is T-Mobile calling with an important message for Michael Brownmac. we need to speak to you about your T-Mobile account. Please call us at [protected]. Again our toll free number is [protected]. Thank you.”
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I called [protected] only to go in circles by an automated system. I called [protected] and it was the same. When i tried the 1-800-tmobile number, it was the same, the other numbers are simply forwarded to it.

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- Calls recieved from T-Mobile [protected] :

Day | Date | Time called

Wednesday | September 19, 2012 | 7:00 PM
Wednesday | September 19, 2012 | 2:23 PM
Wednesday | September 19, 2012 | 11:21 AM

Tuesday | September 18, 2012 | 2:23 PM
Tuesday | September 18, 2012 | 11:22 AM

Friday | September 14, 2012 | 7:01 PM
Friday | September 14, 2012 | 2:25 PM
Friday | September 14, 2012 | 11:21 AM

Wednesday | September 12, 2012 | 6:59 PM
Wednesday | September 12, 2012 | 2:23 PM
Wednesday | September 12, 2012 | 11:21 AM

Monday | September 10, 2012 | 11:21 AM
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It seems like a company about to go out of business, as thats how it appears to me. They dont seem to care about anyone, just getting what they can, from anyone they can, as long as they can.

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nocilo
Chicago, US
Dec 08, 2010 7:16 pm EST

I have my bill statement inthe websites, when they do the math, each straight colunm, they minus everything, but when it comes to the total, they do not minus the credit, and I asked and even email Glenn Zaccara, but no calls and he did not reply ti my email. this is my current bill statement, they charged me $370.00, but I am telling them they did not minus my credit, so I end up paying $370.00, I am very frustrated complaining already, because they did not call me and I am thinking, she is complaining again.So I am tired of calling them and doing email to them and their customer service is very terrible and the customer care did not have a customer service at all, because they do nat even care and when they we will call you at a certain days, they do not call. So I am very frustrated, upset. They will give you a credit and they will turn around they will take it back on your next bill. They thought i did not noticed what they are doing. I have a lot of complained to them, that is why I always E-mail Glenn Zaccara, he responded to me last time, but this time I did e-mail him, he never call or reply to my complained, this happened only, when they put out my bill last November, and I have a questioned, they did do anything to it, so I email Glenn Zaccara, until now no reply from him. Glenn Zaccara is director of public affairs or for short he is one of the ADministrative Officer of T-Mobile in New Mexico and the city is Alburquerque. PLEASE SOMEBODY CALL ME OR EMAIL ME. THANK YOU LORNA. I want this to be resolve and the way they take care of me and about my bill statements. I am having a hard time dealing with them and I do not know that there is a website like this. THANKS AGAIN LORNA.

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CourtStar
Jackson, US
Feb 07, 2012 6:50 am EST

I recently cancelled two prepaid mobile hotspots serviced with T-Mobile. They informed me that if I cancelled, I would be billed $200 apiece for the two hotspots because I was under 2 year contracts. When I opened the account, I did so by telephone and the service representative assured me that the services were prepaid and not under contract. Since then, I have never agreed any contract, nor have I received any paperwork pertaining to any contracts with this company. I went online to their support forum and complained a few times, I was informed by their forum editors that I didn't have to sign a contract, when I activated services, the contract became active. I was never informed of this and I have disputed these contracts to no avail. They maintain that the contracts are valid and offer no further proof. Please help.

T-Mobile maintains that my contracts are valid, although I never verbally or by written agreement, agreed to such contracts. I have attached copies of correspondence. The first forum complaint was completely deleted by T-Mobile, so I opened another support forum account and initiated another complaint.

More details can be viewed on the second forum complaint that I lodged (the first one was deleted by T-Mobile): http://support.t-mobile.com/thread/18846

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OnTheGo
Highland, US
Oct 16, 2012 1:35 pm EDT

I don't live in the mountains or near a power plant, or in the middle of the desert and yet a 3 of my phone lines can only get service in the strangest places of my home. Now I just found out that in order to receive collect calls, I need to contract with a 3rd party company. After a T-Mobile Customer Service rep informed me that T-mobile accepts collect calls, I was more than happy to play the recording I received lastnight when a family member tried to call me collect. Busted and Disgusted! Technology is only good if it works. I can't wait until my 3 of my contracts expire. I will be rid of T-Mobile once and for all!

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Thea13
, US
May 21, 2012 8:41 am EDT

ok t mobile took order on Sunday, credit card flagged as could be identity fraud, so t mobile canceled the order and I had to call credit card, so I did and no problem, its fine. Tried to reorder online and T mobile said no, had to order by phone. So I call and spend 45 min on phone placing the order, all the way to the end, and all of a sudden they say there is a fraud problem and I need to go in store and order in person, I question what is problem and won't answer me, I call credit card company and they said t mobile put both charges to my credit card and now hold on it for almost $1000, call t mobile back they won't answer questions, still say I have to order in person at store, oh and they won't honor online pricing so it will cost us $400 more, and they won't call credit company to clear the hold on the credit card or explain why they put the charge through on both days but canceled the order, I am really glad we did not go with them, if this is how they treat you to become a customer, I'd hate to see after we pay and are locked into a contract They have also removed my comments from their facebook page and blocked me from commenting but ciuster service aren't giving me any answers

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Phil Whitaker
Overland Park, US
Apr 12, 2011 5:44 pm EDT

This complaint concerns T-Mobile's misrepresentation of services and customer service. I have a T-Mobile cell phone with prepaid minutes. On 3/29/2011 I added minutes to my phone. I was told $100 would buy 1000 minutes and I would also get a 15% bonus of minutes. The 1000 minutes were added to my account but the 15% bonus minutes were not added and have still not been added. When I inquired today as to why the bonus minutes had not been added, I was told they are automatically added and they should be there. After a 15 minute discussion with the T-Mobile reprensative I was told to call customer service. I called customer service and after about 10 minutes I finally talked to a person (Emanuel) who told me my $100 purchased only 850 minutes and the 1000 minutes added to my account included the bonus minutes. Since this was not what I was told I questioned this answer and was told I would be connected the

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good_to_know_information
dover, US
Dec 15, 2009 2:50 pm EST

I went to the store and got me a phone. Paid for everything, the phone, the service, connection fee, and a sims card. I was told some of the services would take 24 hours to connect and I had 14 days to cancel or change anything on the plan if I was not satisfied I would get a full refund.

I waited 24 hours and still did not have all the services. I could not connect to the internet with that telephone. I returned to the store and said I would like a refund for several reasons. The phone had a bad connection if you try to call anyone and had an echo in the phone when trying to talk and I never got the service I paid to get.

The store gave me a piece of paper that said return refund and the person working said they could not give me the cash at the store but the company would mail me a check for my refund and it would be 4 to 6 weeks. I also asked why was it that I had to pay cash in the amount of $219, 99 and will only get a refund of $54.00. I was told that not all the items I got were in the refund allowed. Now I'm waiting for my refund check and I'm set a bill for the phone service. I used the phone 1 day and only called my other telephone using less than 30 minutes of use altogethr. The bill is for $72.00. Where is my refund and why am I being billed for something I don't have nor use. Did the cashier named Kimberly Edwards steal my money and not cancel the service. Who is the real rip off, Kimberly Edwards or the store in the mall or the company itself T-Mobile.

Anyways, I am still waiting for my refund check. And no one will say how I can get in touch with the store manager or the owner. I have call customer service and asked them to help. We'll see what happens. Whatever, I will never go with that company again.

Any suggestions or ideas please comment.

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Gubenate
, US
May 09, 2012 7:19 pm EDT

I called t-mobile on saturday oct. 29, 2011. I was told that I could get 2 phones for free with a $100.00 dollar deposit. It turned out that it was 100 per line for a total of $200.00 dollars. I didn’t have 200 on my debit card. The sales rep. Adjusted the order took the $100.00 dollar deposit and put the order through. On monday oct. 31, 2011 I called t-mobile to find out the order had been cancelled and the $100.00 dollars was being credited back to my debit card. Now today monday nov. 7, 2011 UPS shows up with an additional phone that I never authorized.

There clerical error has me out off $100.00 dollars. I declined the phone from UPS and sent it back to t-mobile. The credit card company said that there wasn’t anything in their system showing a credit back to my account. I only authorized 1 line and 1phone. The 2nd phone was not authorized. Please credit me back my $100.00 dollars. ThankYou Kindly PS. This has been the poorest service I’ve ever received from any company ever.

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garystan
West Palm Beach, US
May 10, 2012 2:24 pm EDT

T-Mobile lied to me about the download and upload speeds on my Dell Streak 7 ! Also, the won't allow its customers to be able to upgrade their mobile devices.
NOTE : If you're able to upgrade your mobile device, it would be able to handle download and uploads better.
And the speed in which it handles these would improve.
If all the wimps that complain about T-Mobile "joined forces", damage to T-Mobile would happen. The only other obstacle would be dealing with our TRASHY U.S. Government. They protect garbage like T-Mobile. !
garystan

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TBurtons
, US
Dec 09, 2010 8:46 pm EST

I have had a poor signal for weeks so I approached T-mobile. In the first week, customer services told me a transmitter was down and would be back up in 24 hours. When I spoke to the engineer, he told me there were no transmitter problems in the area. However, he did upgrade me to be able to get Orange cover as well as T-mobile cover. Didn't make any difference.

I complained again and was contacted by customer services. The young lady was very good and did try to help. Her engineers told her to tell me that its the weather that is the problem. My signal should improve when the weather improves.

What a load of nonsense! My work phone (O2 network) has a perfect signal.

So I asked if I could terminate my contract as the 'service is not fit for purpose'. Nope - because I do occasionally get a signal.

End result - a discount for a month during the bad weather.

IF T-Mobile can blame the weather, then they should offer a 'summer only' option.

Excuses gone mad - crazy!

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Mad in KY
Nicholasville, US
Jul 21, 2012 8:04 pm EDT

I called t-mobile my current cell phone provider, to see what kind of plan they could give me for renewing my contract with them. Of course was promised everything, but was basically 2 new free phones. My only question that I kept asking was, " will my bill stay the same, and each time was answered YES'. Well, got bill and its $20 more than what it was before, After being switched to 3 different people was told would have to file a contract review online. Of course they gave me wrong address, its not a web site, but an actual e-mail address. After 10 days received answer that my new FREE phones require data plans, so thats what extra $20 is for. Not what you promised me for renewal. I filed another compliant. Received same answer, even though they supposedly record all phone transactions and if they bothered to listen it what clearly show they are liars and are cheating me out of what they promised.,

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SaltnVinegar
, US
Dec 08, 2011 9:30 pm EST

On 9-21-11 i went intio the store to get help with my phones .Ineed to switch my daughters smile phone to a prepaid phone . Plus get help with why my phone battery from my mytouch4g . I have security code on my account the girl didnt ask me nor did she ask me for my ID. I told n gave her my ID i said that their should be a code on my account n you should ask for my ID for my security puposwes.

Because someone went hacked into my phone logs already. Boy after I talked to her about that the sharp n sarcasim came every question that I asked her was sharp short n sarcastic. I was already tired n drained I didnt have it in me to argue with her so after numerous attempts of waiting n asking her how to unlock my prepaid phones n help with my phone I asked for the supervisor.

she came out she asked the rep did she put the codes in the rep said yea i was about to I saud mam no she didnt she didnt touch a button she told me that this store dont do technical work on the pohone and that I need to call costumer care. But costumer care told me to bring it up to the store it would be easier and less stressful so I that one of the reasons why.

Them to talked then I received no help the supervisor said that I need to call my self even after I told them I did I just dont have the patience for this anymore. I also reminded them that I understand that you have a half n hour to go but please dont put a 2g Sd card in my phone like the male rep did it a 4g but anyways I thought that they could have done a better with theier costumer care .

my concerns ws brushed off and basically received no help just a call costumer care.m I did nt come from across town for them to turn me down. I just for got the pin because I have a better phone its been 2years since i used the prepaid phone. I called technical support for the other phone issue oh yeah the the other reason why I came in the store just to show me how to switch and save my contacts to the next phone. every time I go to this store its useless .

the only reason to walk in the store now is just to purchase a phone, they need training on how to operate the phones and how to talk to costumers even if they or we are having a bad day. every person is just as important as the next or a rich person. I brought my friend with me to buy the sensation phone she saw sarcastic they was to me she changed her minded and said she rather go to verizon n pay a higher price but better helpful costumer service.

So that where we went to get her new phone.plus no one asked her for help while she was shopping around for a phone they act like she wasnt their. Just rude and inconsidrate ..Tmobile need to start rating the store s that we valued costumers pay a visit to from time to time.

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arejay001
Birdsboro, US
Aug 17, 2011 4:17 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

After purchasing a pre-paid plan from T-mobile I found out that I had no service at my home. I immediately returned to the store I purchased the plan from to ask for a refund. I was told that T-mobile's policy was no refunds on prepaid plans. When I asked if the fact that I can't use it (at home) doesn't matter I was told it does not as far as refunds are concerned. I have been going back and forth with this company since June 31st when I purchased the plan and they still have not offered a refund. The plan was $100..If you buy a product which does not perform, you should get your money back and so far I have not. T-mobile's stance still is that their policy if no refunds on pre-paids even if they don't work...

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Sharon T. Bibb
White Plains, US
Jun 09, 2009 10:41 pm EDT

I have replaced the T-Mobile Shadow 4 times. The Home Screen turns to a white, directing you to go to settings and choice a Home Screen. It will not hold.

Apps freeze all the times, constance resets, hard sets, battery removals, removal and reinsert of sim card. All four phones.

On the phone with pda department techs. Useless. No one want to address the issue.

I paid over $300.00 for this phone, and it dosen't work.

I was told that after the fourth phone. I would be eligible for another phone. Meanwhile i needed a phone. I work for transportation and I am out of town often. So after the thrid phone i purchased T-Mobile G1, another $300.00. I still needed to keep my Windows moble 6. I purchased 6 software apps, and want to use them. The software was never useable. I took off all the phone numbers, no addition software, to prove that it was the phone and not my phone numbers or the software. Well like clock work. the phone perform as before. I let T-Mobile know each and every time that someting is wrong with the software . After three phones and the forth on the way. They need to address this issue. I turned this phone into a prepaid for for my car. THIS IS A $300.00 PHONE AND I WANTED MY MONEY WORTH. Even if it dosen't work most of the time.

Finally the forth phone arrived and after the first ActiveSync. the Home Screen turned white. IT'S A SOFTWARE PROBLEM. I called Customer Service and the PDA Department. They decided to grant me a new phone. The Joke was on me again. It was a $49.00 small Blackberry. Unable to see the numbers on the pad. I told them that i was able to see the keys, that they are too small. I am 55 years of age. i wear glasses and still unable to see the keys. What about the Dash, Wings, Sidekick, how about the new shadow. It's been out over a year now. NO THEY SAID, Just the little Blackberry.

I am still working on solving the problem . I can not use this phone. I feel that if you can give me a $49.00 Blackberry you can give me a $49.00 basic phone.

If there are any suggestion to solve this problem, let me know. T-Mobile Shadow - Chrome203@aol.com

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Spotte
, US
Mar 07, 2012 1:38 pm EST

Having frequent issues where the other party cannot hear me (Including T-Mobile customer reps). I also cannot get past the call tree from my home telephone. Listened to the same summary of my services each and every time I called before I could even try to get an agent to assist. The automated system kept hanging up on me (Yes, I said haning up on me!). Corporate mailbox was full. (Must have a lot of complaints).

It's ironic that I received my e-bill while try to get help online after giving up trying to call.

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Fraider
, US
Apr 26, 2012 10:49 pm EDT

I’ve been with T-Mobile for over 3 yrs. In order to entise me into renewing my contract with T-Mobile for another 2 years an overzealous sales rep added two additional lines to my already existing two lines. He sold me two 4G phones in a 2G area. According to a technical T-Mobile rep, T-Mobile only offers a 2G network in the 81401 zip code. So… I sent the phones back the day UPS delivered them to me. That was beginning of October 2011. Since then I’ve been receiving a $180.00 bill for these phones that I NEVER USED, SENT BACK, DID NOT ACTIVATE, ETC. Today is Nov 22 2011. For the (literarily the 15th) call to T-Mobile I was told ONCE again that the problem was taken care of. Was it? Well, good news is that my contract was UP Nov 21st 2011. yes! Yesterday! I’m celebrating.

No More T-Mobile! I AM WILLING to pay MORE for a compitent service. That in itself is “PRICELESS”! Why would T-Mobile even offer a phone that will NOT WORK with the SERVICE THAT THEY PROVIDE? Then try to bill their customer and make the customer feel like a complete IDIOT. By telling me the phones are in the werehouse but have not been chacked in yet so… So what do I care! Bill me because the phones are not checked in yet? Not my fault! They got their phones back. Phone packages sealed, never being open. I sent em back with the UPS guy still at my door! So… take advantage of me, by telling me I haveto pay $35 per phone for hook up fee? For phones I never had, never hooked up, never asked for! Why? shear incompitance of T-Mobile? I AM takeing T-Mobile to court.

NOT FOR MONEY! I dont want a dime. I simply dont want any of YOU out there to get screwed into something that YOU did NOT want or cannot use because some sales rep wants a BONUS for christmas. By the way, I was NOT offered ANY credit for my troubles, long, long, long, long, ”ON HOLD” times and HELL that I had to endure in dealing with EVERY T_Mobile rep. And ya, every T-Mobile rep I spoke with since the beginning of Oct. 2011 till today Nov. 22nd 2011 told me “don’t worry. its taken care of.” Bullcrap! we’ll see. I had enough. I’m going to SPRINT. Ya. Maybe it’ll cost more, may not be as good a service, but, I’ll get billed for what I actually asked for. After dealing with T-Mobile thats “Priceless”! They reming me of AOL. Remember them?

You said “I wanna cancel my service” and they said “huh?… you want more service”? well, its like dealinjg with those idiots. Thank you for reading this and pls, DONT LET EM SCREW YOU! My Final Thought goes out to Any Corporate T-Mobile Employee who really needs to read this: You tried to get me to sign on for two more years by selling me phones that I cannot use in my area. Instead of gaining a customer (who was happy) for the next TWO years you, not only lost one, but instead, EVERYDAY I tell at least 20people of how your company treated me. Not surprisingly alot of people are not surprised. The service you provide in area code 81401 is 2G! Thats “Flinstones” technology. No offense to the Flinstones, their phones worked fine.

Get with the times T-Mobile, train your people, and most importantly DO NOT LIE TO YOUR CUSTOMERS. Remember this phrase “THE CUSTOMER IS ALLWAYS RIGHT”. No wonder the crappiest company in our area (WAL-MART)dropped T-Mobile. I actually have regained some respect for em. Ill buy toilet paper there again with thoughts of T-Mobile.

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Kam3
, US
Feb 27, 2012 10:29 pm EST

I have been with T Mobile for 6 years almost. I used to BRAG about their excellent customer service and how amazing they were as a company. I will never be able to say that again. I have been having speaker issues on my Optimus T ever since I got it. I'm on my 4th phone in less than a year, and I've had enough. I had to do an insurance claim, and their "comparable" model was the T Mobile Comet, since my phone is discontinued. I read reviews about the phone, and once I got the phone in hand realized that my suspicions were confirmed. This phone is a child's toy, and is being returned immediately. I spend over 1200 a year on cell service, for them to slow my speeds when I get over 2gigs of use, and to send me ### phone after ### phone? Seriously? I'm going to research other providers who charge a lot for the same service, and either cancel my contract or wait impatiently for it to expire. I will NEVER go back to T Mobile and I don't recommend anyone else do so. They went from being the BEST to the absolute WORST. UGH! Never again.

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deraban
Greeley, US
Feb 05, 2012 7:09 pm EST
Verified customer This comment was posted by a verified customer. Learn more

T-mobile has the worst customer service of all customer services I have experienced.
I spent over 6 hours on the phone over 6 days talking to over 5 different people trying to solve an issue--a problem caused by their system fault --the last they say is sorry it cannot be resolved.
I lost my phone and placed an order on 1/31 for a new LG Optimus which had an online deal. [Order # [protected]; took me close to an hour to do that]. Actually, I ordered two phones. I check the online status and it says order cancelled. I call back again on 2/2 to place the order again --close to an hour on the phone. Receive and email after a few hourse to say the order is cancelled. I call back on 2/2 eveninng--the lady says there is systems problem because of the order is converted for a Comet and thus some problem because of which teh order does not go through. She tells me she has worked her magic and I should hear back in 24 hours--another hour on the phone. 2/5 and still no message on the new order. I call back-am moved between three people; Finally. I get ot speak to the supervisor. However, last I hear is from the rep is--sorry, we cannot help--your best bet is to walk to a close by T Mobile store and purchase the phone; which is at least $40 higher than what I paid and no gaurantee that they will have the phone.
After 6 days of no phone and over 6 man-hours lost, I am left without a phone, a close to rude customer service representative. I have been a T-Mobile cusotmer for over 10 years on various plans--and this is how they treat their LOYAL custormer! Frustrated!

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Jessie Duffus
Thornton Heath, GB
Nov 17, 2010 4:18 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I purchased a mobile phone on a 24 month contract for my granddaughter, from a T-Mobile outlet at 85 Northend Road, Croydon in August 2010. The agent who sold me the phone informed that it was on a fixed basis and the bill would never exceed £20 per month.

Subsequently, monies were deducted from my account, which exceeded the above-mentioned monthly cost. T-Mobile has now informed me that the outstanding balance on the account is £654.00.

I am a pensioner and have no way of paying this amount, which should never have been reached based on the information given by the T-Mobile agent, upon purchase.

Please assist me in clearing up this situation, as it is now affecting my health.

Yours sincerely
Jessie Duffus

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Goblane
, US
Sep 27, 2011 5:51 pm EDT

Ordered Cell Phones and one didn't work. I called and they said that the battery was dead so they would send me a new one. I waited awhile for it to come and that one still did not work. I called and the guy that answered was like okay what is you account number and he looked it up and said yes I see that you have $68.31 bill. I said well I got the phones and one did not work and you guy's send me a new battery and that one did not work so I called and cancelled and he said well due to buy'ers remorse you still have to pay for the activation. I was like I didn't even turn them on, he was so rude and said well there still is a charge. So I said ok if you don't delete this charge I am calling the Better Buisness Bureau and he's like well it's still the Buyer's Remorse.

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Mogilee
, US
Mar 19, 2012 3:25 am EDT

Since T-Mobile was being bought out by ATT, their customer service went down hill. They tried to scam us and for this we stopped using them. We were charged for calls overseas when we bought a phone card and could prove we were calling a 1800 number in person at a T-Mobile Store, yet they would not hear us, they said that the lines crossed over charging us huge fees when we should have saved. Other T-Mobile agents admitted to us that they had the same thing happen to them. If we took them to court we could have won but its the hassle to do it. We instead decided NOT to use T-Mobile for our phone plans. Very irritating company!

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Dudege
, US
Sep 01, 2011 7:35 pm EDT

I have a four-line family plan with T-mobile. Last month, I received a bill with the charge of $332.– and I called and reduced it down to $176.–. This month, my bill was $222.–, and that’s due on April. On January I called to add the unlimited texting feature to my plan, and I was told that I could get a free month of unlimited internet and that this feature WILL STOP RIGHT AFTER THE MONTH. On February, I noticed that my internet service was gone when I was trying to check my Email in school. A week after that, I checked the “My Account” app and I noticed that the internet feature was there, and that I was being charged $90 for 3 lines (the fourth line already has internet). I called and I told the representative that I did not get the service, and that I want her to cancel that feature. They charged me for the seven days that I “received” that service. A dollar a day times seven days times three phone lines= $21. I kept calling them for three days, talked to supervisors (and some of them hung up while I was trying to explain), and did everything that I could possibly do to get rid of this charge. Their reply is “sorry we can’t do anything about it, it’s already there, I can help you set up a payment arrangement.” I don’t want a ******* payment arrangement. I am not stealing the money to give it away to affluent companies.

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kai_1001
Los Angeles, US
Sep 10, 2011 9:14 am EDT

I am wondering if anyone got any advice for me.
We merged 2 tmobile family plans 3 weeks back, reason was to combine two in one and dont pay twice. The only issue was that we were told we had to temporally switch to other phone numbers for 2 days and, after the transfer of our phones from the to be deleted plan is complete, they would be restored and would start working with our new sim cards.
It has been 3 weeks now and tmobile is not willing or capable to give me back my real cell phone number. We have complaint and called plenty of times, but somehow they do not want to do it.
Any advice?
Aloha,
~kai

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MIKE-OVEN
Lactor, US
Sep 15, 2011 1:19 am EDT

Trying to resolve my permission access level online for at least now almost 2 months and still hasn't been resolved. i Have called about 5 times as of today to resolve my problem and every time i have called it was at least good 42 min per call. it's very weird when they say they will give you a courtesy to see if everything is fine and working the way you want it but THEY NEVER DO CALL cause they know they didn't resolved the problem. At this point i am sick of calling tmobile week to week for such simple problem but they are not getting it right.

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trey
,
Sep 14, 2008 5:00 pm EDT

i have no phones coverage at my house and tmobile does not care and i am in a contrack untill jan. and all tmobile will do is tell me thay will help me after i get in another contrack i will never have tmobile again

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Dandr
, US
Aug 01, 2011 12:59 pm EDT

Okay.. so i have been with tmobile for close to 4 running on to 5 years. all was well until they started charging for stuff that i havent even added to my contract or used. every 2 years we extend our bill because tmobile DID have good service plans, now they are crap! every time i call customer service they tell me i have better discounts and benefits than those who are beginning a new contract, sike ! so im pretty much done with tmobile and i would advise everyone to stay away from this company, if i could. the workers at tmobile are rude, they dont answer any questions, and they say one thing but another shows up on my bill.

oh and btw? i tried upgrading my blackberry and they told me i have to get internet for $30 for each phonee.. whats up with all that? they act like money grows on trees. atleast at&t allows you to select from their limited internet access, which is $15 dollars less, or from their wide variety of phones that dont need internet or a data plan. when i walked into tmobile all they had were smart phones and the flip phones that no one wants to buy.. good job tmobile, you were once the best cellphone company around.

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Lurse
, US
May 21, 2012 8:46 pm EDT

I called about ist week of Feb ’2012 about letting them know that i’ve been a good & loyal costumer of T Mobile more than 10 yrs now so this time i really deserved to get e new smart phone.

I made a good deal & ordered 2 HTC radar for my husband & for myself & 1 samsung Galaxy S2 & we received the phone 1 week later but unfortunately my husband dont really like the phone coz he wants an Iphone instead & we never used it in fact you can see on the records & at the same time my sister’s Samsung Galaxy S2 was defective coz it will just turn off from time to time.

So we decided to return it & we returned it on Feb 20, 2012 and since then we go back using our old phones and unfortunately my sister’s line was not anymore working since her old phone was broken since Jan 2012. I tried to call back so many times & talked to different representatives about giving us another new phones but we never agreed the price for the phone that we wanted.

So i make an appeal since they can’t not give the phone that we wanted so it’s not fair to all of us to extend our contract for another 2 years since we didnt get our new phones. The reasons we agreed to extend the contract for another 2 yrs. if they give us a new phones but we returned the 3 phones coz we are unhappy & the phone was defective.

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pm992
Minneapolis, US
Aug 13, 2012 9:43 am EDT
Verified customer This comment was posted by a verified customer. Learn more

About 4 months ago, I signed for 2 GB TMobile Hot Spot for my home internet access since I live in the country and has no cable services. About one month later, I realized the services was so slow. I reported the problem and was told that I needed 5 GB, which I obtained, and the speed was a bit faster. Within two months or so, the reliability of the services was so severe that in 5 minutes the services will come and go and cut connection for up to 3 times, which I called and reported the Customer Services Center, and was told there is nothing they can do. I waited and waited and most recently the services is extremely slow more than ever. I approached two T MObile stores in the Twin Cities area about these problems. One representative told me they should not have sold the service to me as a home internet as it is not for that purpose, and told me to call the Customer SErvice number and ask for a booster. Today, i call and was told the buster will not make a difference. I then asked to cancel my services and they told me yes, but will charge me $200 plus cancelation fee per the two year contract. I am contesting the fees since the service does not meet the minimum satisfactory standard to keep paying for services that it does not provide the minimum expectation.

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Callmeupset
Lebanon, US
Sep 16, 2011 3:39 am EDT

I hav been with TMobile since 2006 with no problems until this April 2011 when I ordered a new cellphone LG Android. It was found damaged in shipping by UPas. I called immediately to Customer. Support and I didn't even try to activate. They said ship back per UPS and we will ship you another immediately. I received the new cellphone and thought that was the end of it. But after 3 payments were paid I called Customer Service to find out why my monthly bill was still high. My cellphone was paid off. It was then I was told they have no record of me returning the first phone and even. Though they could see that the first phone has never been activated and they could see I was using the second it was too bad. I have no choice but pay. There was a tracking request the find the returned phone but it was returned with the comments that there was not enough info to track. So far I've been charged under other charges $500 over my costs. They have been rude and past me from Rep to Rep. Then they attached a flag on my phone number I'm sure because everytime I call in I get the message that there will be exstended wait times. But if I call in under my daughter's or her husband's cellphone I get a Rep without the message.

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Bisseiek
, US
Apr 11, 2012 4:08 am EDT

As of september 2011 i have canceled my t mobile contract. The reasons for this outcome could be summed up in one word, but i think its more appropriate to give some details. Flat out T mobile insulted me several times and ill type how below because i hope others will avoid this company as a provider. I had two lines on my account, one was my cell phone & the other was my internet connection. Overall the phone service was ok even with the excessive static in spots however the internet coverage was terribad.

As many can verify im a reasonable guy, i wasn’t expectating anything from t mobile besides good service for the good payments on my account. Anyway i tried to get options from the customer service rep so i didn’t have to cancel, and so here are the highlights…First it was suggested after reviewing my internet usage, that i pay for a higher plan to add only another week of fast connection(and still have two slow weeks amonth) uh, no ty.

Second, i was told that i could buy some kind of home device to slit time with my wireless connection..so for the cost of this home device & extra $20 service fee i would receive the exact same slow service i had before.(lol@urideas) So After i made it clear this doesn’t help me, now come the insults. I was told by this agent (robert) the fact that i had a slow connection didnt stop me from using the internet, as in why am i complaining if im still signing in?

I ask is a joke? uhhh how about because im still required to pay for the service anyway! plus its a big difference between enjoy it & deal with it. Still more insults, i was next told that a connection card isn’t meant to be my main source of internet service (no joke) well im not buying both a desktop & laptop, plus pay 2 monthly connection fees! Last before i hung up i was told(appreciate the honesty) that the equipment on tmobile towers are not fully operational. soooo tmobile i ask if my car wasn’t fully operational and i couldn’t get to a store to pay my bill, are we even?

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Dorian Borsella
Fallston, US
Mar 11, 2012 12:33 am EST

The same thing happened to both my housemate and myself. We each have T Mobile prepaid, and use the phone only in semi-emergencies. In each case, we assumed we had at least 100 minutes minimum. It was two weeks from the time our year was up and we had to add minutes or lose everything including phone # being closed out. In each case, when we phoned to buy some minutes (we did not need them but you have to buy some in a year and I understand they carry over), we learned that we suddenly had no minutes at all left! Why am I cynical about this? Is TMobile sucking our minutes up shortly before the annual date when we would have to buy more? Anyone else had this experience? (dorian93@gmail.com)

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Whitebeast003
Tustin, US
Jun 20, 2011 7:48 am EDT

T-mobile auto add web service to my line and charge me for web service without my knowledge (event i'm not use it at all). When i caledl in asking bout time and date that i added service to my line, they said they couldn't open the tape recorded due to they don't have that permission to play it. I (my personal) never call in to change my service because i always online account management to change my service.
T-mobile willing to do anything to take away customer money and no matter what you say and what could do to prove to them that you're not changing anything.
I will not be T-Mobile customer again due to that bad service and lot of unknown (hidden) charge, you could look it online and find a lot of complaint about T-Mobile.
You may not agree with me but you will be disappoint when you're a customer of T-Mobile.
T-MOBILE IS S**K!

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howard Vaughn
Sacramento, US
Apr 16, 2009 2:30 am EDT

I have had three phonetwo was replaced by asurion. Each one has had a problem keeping my phone services. The battery charged.Now I have a real problem I have a phone interview with the unemployment 4/16/2009 between 8:00 and 10:00 am and I will not be able to keep it for I have no working phone. I have really been put in point that I may not recieve the check because I was unable to keep this appointment.

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veer sharma
, IN
Sep 02, 2011 9:23 am EDT

I A HAVE HOT A SMS REGARDING THAT U HAVE WON RS [protected] IN POUNDS IN T MOBILE ROMO IS IT TRUE IF THAN HOW COME I C;LAIM MY PRIZE PLEASE HELP ME

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Imolde
, US
May 15, 2012 9:23 pm EDT

My contract was extended i went to a t mobile store one of ur workers told me if i wanted to save some money i told him ok .i asked him if my contract will go up 2more years ‘he told me no ‘now i find out that he lied to me .iwant to have my contract to expired in feb which it was the tim that i should have expired .i dont think is right that for 15 dollars that i save my contrach should go up ‘plus i dont like the lies he told me ‘i would appreciate if you would take care of this matter ‘also i had a motorola cliq which was giving me problems they send me a samsung;which i dont know how to use ‘i would like to have a motorola phone .this samsung hangs up on people half time i cant get no internet.i have been ur customer for 11years by the way the store is in spring field mass on state street

i have had my grandson on my account for almost 4 years, back in november my daughter called me from the t-moble store in cicero, she was getting a phone for my grandson and granddaughter, she need information to take my grandson off my account. now i find it to not be cost effective to have a moble phone so i wanted to cancel my phone. they now say i made a new contract in nov. but all i did was take my grandson off my existing account there was not a new contract signed at any time. if you look back on my records you will see i have been a very good customer and have paid my bill always early.

in nov. i received a bill for 80 some dollars then in dec. 54.75 now i have one here for 283.37. i cannpt see how i can be charge over two hundred dollars to cancel a contract that dose no exsist. i would appreciate if this could be resolved without any conflict. als0 i was in the store today and they had me speak with someone named steve id #0623477 he was very rude to me and more or less laughed at me when i told him i had no contract. thank you for your time.

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Cellphone hassle
Spokane, US
Apr 23, 2012 4:24 am EDT

My name is Eve Jones [protected] I damamged my TMobil cell phone and used my insurance from Assurion to get it replaced. Here is a description of what followed:
Sent replacement phone with incorrect battery.
Called TMobile was told it is an Assurion problem.
Called Assurion was told it is a Tmobile warehouse problem.
Emailed Assurion they contacted me from CEO office sent me a phone three days later..Approx 3 weeks from recieving phone with incorrect battery.
Start getting automated messages from TMobil requesting damaged phone returned I had to delay this because new phone had not made it to me yet.Called TMobile to tell them about delay so I do not get 35.00 charge as stated on automated mess.
I SENT TWO PHONES BACK
Now getting automated calls wanting 70.00 for non-returned phones which were sent back with postage from TMobile.
TMobile states they have not received phones.
I feel their warehouse in not operating correctly, I will NOT be a TMobile customer again.
At least 5 long calls call to Tmobile customer service and this situation is still not resolved.

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mollum
, US
Sep 05, 2011 5:16 pm EDT

I purchased t mobile’s family plan with 3 lines, one for my husband, one for myself and one for our 2 children for emergency. I set up to cancel with at&t service on Tuesday, and since i made an order late on Friday night, t mobile said i would receive the package on Tuesday. But the package arrived on Monday when nobody was home, so i had to make an after hours pick at ups. I could have been home waiting for package if i was told the package could arrive on Monday. Then i spent one hour on the phone setting up my account and activating service on all 3 phones. I really enjoyed their service for a day and a half. Then midday on Wednesday, out of nowhere, t mobile canceled my service. Sweet!

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JCOOP35
tulsa, US
Jul 22, 2012 6:52 am EDT

I have unlimited everything thru tmobile. In the last couple months, i went from descent service. To almost no service in my area. I drop calls in my neighborhood and home now. I have to use my home wifi in order to place calls from house. I have called them numerous times due to this problem. First off, you have to repeat all your info to every person you get transferred to even though you already wasted 10 minutes giving all that info to their automated crap system. You can not talk to anyone unless you provide your phone number, name, and last four digits of your ssn. It even has the nerve to say, to continue hearing this in English, press 1 . I live in America, language is freaking English. Then if your problem isn't given by the automated system. Well you can briefly describe your issue to the automated system. If there is no option for your complaint, you receive a fcking dialtone. The system hangs up on you. If you curse at it will might transfer you to a human.90 whatever make-believe coverage area is false advertisement. They some have a class action lawsuit filed against them. I tried to cancel my contract. They said i have to find someone to buy it out.who the fck wants to pay forfor a service you won't receive. Worst ever. Then they said i could write a letter. Well i didn't have to write a letter to get the phone. So thats not an option. Takes 10 days to get a response. Meanwhile im still being charged for services not rendered.100 a month. I also tried to change my plan to less minutes. Since there is no use paying for unlimited.that would save me $10. So needless to say i am screenshotting my phones service. Or no service. Then i will write the fcc, and complain about about there false advertisement. Also screenshotting all my call to tmobile. Big freaking hassle. In other words don't use tmobile. I just drove to Florida from Oklahoma, and my phone had no cell service, gps didn't work 80 percent of the time.data network work 50 percent of the time.

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taishe86
Jacksonville, US
May 26, 2013 7:05 pm EDT

I WOULD NOT RECOMMEND TMOBILE TO ANYONE I JUST RECENTLY BECAME A CUST BROUGHT A LG OPTIMUS PAID 300 BUCKS AND WITHIN A WEEK MY PHONE WAS BROKE THEY MADE ME PAY TO HAVE THE PHONE SHIPPED TO THEM ITS GOING ON 2MTHS AND I STILL HAVE NOT RECEVIED THE NEW PHONE FROM THEM YET THEY HAVE HORRIBLE CUST SERVICE THEY CARE NOT ABOUT THEIR CUST BUT THEY WANT THEIR MONEY VERY NEGATIVE COMPANY.

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tishaboys5
Lewis Center, US
Oct 21, 2009 4:52 pm EDT

THIS COMPANY ADVERTISED A TMOBILE DASH ON EBAY. IT ADVERTISED FREE SHIPPING AND THAT THEY'D SHIP WITHIN (2) BUSINESS DAYS AFTER RECEIVING PAYMENT.

I PAID FOR MY PURCHASE THE EVENING I WON IT AND THEY SENT ME AN EMAIL THANKING ME FOR MY PAYMENT ON 10/14/09.

TO DATE, I HAVE NOT RECEIVED THE CELL PHONE, THEY HAVE NOT SENT ME TRACKING INFORMATION AND WON'T RETURN ANY OF MY EMAILS!

HAD I DONE MY HOMEWORK PRIOR TO MAKING THE EBAY PURCHASE I WOULD HAVE REALIZED THAT THIS APPEARS TO BE A COMMON PRACTICE FOR THIS COMPANY.