T-Mobile USA
reviews and complaints

After a few years of extremely poor cellular service for a large amount of $ I left T- mobile cellular service bow I'm dealing with there service department trying to get a phone I bought and paid for from them unlocked and have wasted numerous hours on the phone with customer service there service team has No accountability of being not knowledgeable and I would rate there customer service team a failure and wouldn't recommend T-mobile to anyone that wants. Phone to to work and not deal with poor customer service

I've been T-mobil customer fro 23 years. First time ever I need to add a line. Talked to a representative (Diego) and he signed me up to Go5g Plus plan, he told me that if I switch to new, I would get 3 free phones and my monthly charge will be $150. After I agreed and signed up, I got the email the it includes trade-in my current phones. When I called back, I was told that they can't honor it without trade-in and even with trade in it would cost me a lot. Then I found out that this monthly fee is only fro new customers, not for customers that have been with T-Mobile for 23 years, and my monthly fee would be $185 for 3 lines. Then I found out that he signed me up for the wrong plan. After that I cancelled all the changes. 6 hours on the phone and 8 different representatives, just to get to find out that you get nothing!

BEWARE! We have been Sprint customers for more than 12 years and our service is now under T-Mobile. My son was in Canada for 6 weeks and received a text saying that his line would be cancelled due to excessive roaming. He immediately called T-Mobile customer service and was specifically told that the message was a mistake and he could disregard it. Then out of nowhere his line was cancelled 2 months later. When we called T-mobile and spoke with a supervisor we were told that there was nothing they could do and that there is no way to get his old phone number back or be able to port it to another carrier. In addition to not having cell phone access, all of his accounts are associated with his phone number so he can no longer access those accounts since they need to be verified through his phone number, which is no longer active. T-MOBILE IS THE WORST!

Managers lie. Complete run around and no help when trying to quiet T mobile. Managers could not retrieve my accrount number and origianl pin from years ago when I signed on. The phone bank is a run around. No consideration for the 3 yours it took to tramsfer to Consumer cell which has the same serice but cost $47 per month compared to T mobile for $70. BOYCOT THIS COMPANY.

on 10/24/2023 Icalled T mobile to see if they had a plan I could afford, I was told they were offering a free phone, so I spoke with a sales person about a plan with a free phone unlimited talk and text which I accepted. on 10/27/2023 I called customer service to get my acct. number and transfer pen to transfer to another carrier for a cheaper plan I was told if I transfer I would owe a balance for the phone, I said the phone was free the sales person said the phone was not free only if I kept the plan for 24 months it would be free, I was never told that in the beginning. so I was mislead and deceived.

My name is Camelia Grosulescu and phone # was [protected] until you cancelled my account. I called numerous times to have my two phones on the account unlocked and nobody seems to understand my request. Even the Manager MOI - 8192556 that said this will be resolved in 48 hrs, abandoned the request. I am in Europe and can't use my phone at all. If you don't resolve my issue, I promise you will be on TV pretty soon because of your ignorance of resolving customers 'issues.

I asked for a cell spot

It doesn’t work. T mobile received the cell spot

And t mobile any way charged me for it

$148.35

I talked already with 3 customers service and 1 supervisor and they told me that the investigation is completed and my money will returned but it never happened and even do still charging me more and more

I’m very frustrated with T mobile

I feel like they are stolen my money

They always said you are already set up

But the system still charging me

It is driving me crazy

Name: Donna Pettigrew

Acct# [protected]

On 6/29/2023 I returned the T-Mobile router and free charging station.

I have spoken to several reps and was assured I would my refund of $81.17.

On 8/15/2023 I spoke to Sheena who told me she would escalate the refund to my bank account.

I returned to UPS on 6/29/2023

UPS#1Z9E86E79033040101

UPS#1Z9E86E79006325097

I have tracked the parcels and the were both received on 6/30/2023.

On 6/1/2023, I went to Tmobile @ 302 E Sandford Blvd, Mount Vernon, NY 10550, to inquire about starting an account, due to my Metro phone was broken at the time. Tmobile employee initiated and account, I was charged two amounts, 75.62 and 5.02. The Tmobile employee said i needed to go to Metro to get my account # and bring it back to them. I went across the street to MetroPCS to get my account # and they offered me a better deal. I immediately went back to Tmobile, told them i was no longer interested, the employee said he'd cancel the account, but he can't give me a refund, which i thought had to be illegal, but i accepted it and left assuming all dealing with Tmobile was done. I am now being charged for an account i never completed setup on, never received a phone and now they have placed me in collections after i already disputed this with Tmoblie several times.

I've been with T-mobile for over 20 years and recently, I checked my statement and identified that additional lines were not cancelled. I was charged $5 x 3 and expected to receive a credit of $180 for the charges for June thru September. Well, agent Jana Lee offered a $30 onetime credit. I spoke with her supervisor, Selma and she basically said that she approved the $30 and wouldn't credit the additional $150.

T-mobile has changed and not for the better. There's so much competition out there and one can easily find another provider for a lesser price. So, I decided to leave T-mobile for Verizon who offered me a great deal for way less than $200 that I'm currently paying.