T-Mobile USA
reviews and complaints

I am making a complaint about T-Mobile about blocking my cell phone. They say its the fraud department that blocked my cell number because someone tried to hack my cell, No one contacted me about the hacking they just decided to block the cell. I have not got any help from any T-Mobile employee and they said they do not have a number to contact number to the fraud department but they could transfer me to them. I had them transfer my call and no one at the fraud department would answer the phone. I also asked them to unpair my cell phone and my tablet so I can use my tablet for work and they told me they couldnt do that. I want it unblocked now or I am going to turn them into the better business bureau and sue T-Mobile. I am paying for a cell phone and tablet I can not use. This happened for two days than worked for a day than been down for another 3 or 4 days.

On 11/16/21 I called t-mobile to set up home internet service. The rep told me he could give me the package for $40/ mo with auto pay or $45/mo if invoiced. He also told me that he could give me a trial period so I could compare to my isp I was looking to replace. Fast forward to 12/04/21 I received an email stating my service was $55/mo and I should pay by 12/09/21. No invoice, no trial period, no $45/mo. I called their customer service 6 times, each time I was put on hold. The first 5 calls I was placed on hold from 35 minutes to an hour and 12 minutes, told I was being transferred, then promptly disconnected…..AFTER BEING ON HOLD OVER AN HOUR. The 5th call the rep tells me she has researched the call records and they will honor the $45/mo but needs to transfer me to sales to confirm the free trial period, told me to hold while she transferred me and proceeded to disconnect the call. The 6th call, the rep tells me here is no trial periods, there is no $45/ mo rate but she will report the rep that sold me the package and lied to me about what I was getting. She also told me that upper management would contact me about this issue………STILL WAITING! T-mobile is
Deceiving new customer to make a sale. Customer service agents are putting customers on hold only to disconnect them so they don't have to deal with the lies that their sales reps are telling to make sales.

i am a sprint merger customer. t mobile very bad customer experience. had to pay off my lease of 200.00 because they said my 2 year old phone wont work on their network. b.s. second they only had one good phone in stock, a note 20 thats 1200.00 and a case 50.00 and a screen cover 50.00 and taxes about 2k to get everything transfers from sprint to tmobile. said i get free ear pods, they were out stock, was to be shipped to me, still nothing, i chatted for an hour, no resolution, i really think im going to cancel tmobile and go to cricket, just a bunch of b, s, said they were to pay off my phone, nope didnt happen, said there was a 500.00 rebate fore note 20, nope never got this either, so i guess its just a bunch of lies, and the customer service is a joke

To Whom It May Concerns,

I had sent my old device iPhone 8 Plus to Tmobile for a trade in credit. The tracking # showed Tmobile warehouse already received it but no credit was issued.

I have been contacted customer service so many times since May 21, 2021 but keep getting the same answer that there is an issue at the warehouse.

I've been contacted with Tmobile in the last 4 months, they never told us that the device was not received at the warehouse. They kept telling me there was issue with warehouse so that they can't give me the credit.

Until today 9/27/2021, I called again and the Rep told us they can't locate the phone at the warehouse and tell me to file a complaint with USPS. I went to the post office to open a claim and learned that I can only open the claim between 31 days to 59 days from the mailing date.

On 9/28/2021, I called and spoke to a rep who name was Haidee Theresa to have the handset research file, she told us the form had file. she was nice enough to give us $140 for the last 4 months, she promised to call us on every billing cycle to manual apply the credit for us but she never delivered her promise.

After that, I call Tmoble experts again and they told us now they can't give us anymore credit since they still have not find the handset and we already accept the $140 for the settlement. Per the phone call conversation on 09/28/21, we did not agree to close the case for a one time credit of $140.00.

Since Tmobile recorded every conversation to ensure the best services, and the conversations can be reviewed on 9/28/2021 between 11:30 - 12:00 PM-PST.

Please help me how to escalate this issue to get my full credit. I can be reached at [protected] or [protected].

Please see the tracking info. pictures for your convenience showing mailed on 05/18 and delivered on 05/21/21.

Thank you So Much for your assistance!

Phi Do

I called in to get information about my phone services and the rep said because I had been a loyal customer since 2017 I can choose from a list of gifts, I asked her what was the catch because nothing was free and she said no catch it free, she offered the wifi to chose from only to find out the tablet was $199.00, I feel betrayed and lied too, I didn't need a tablet and if she would have explained it better giving me an option to say yes or no I would never have this complaint . The only explanation everyone is coming up with is sorry she didn't explain it better that is not enough for me.
Emma Thomas [protected]

I have repeatedly attempted to have the billing changed to auto-pay, all the information numbers do not match any of T - Mobile numbers. account number is [protected], the connected device gateway number is [protected] how ever my phone number is [protected]. sim. number is [protected] pass word 4ca9a225e9. the gateway was activated at a T-Mobile store named Smart Fix at Chillicothe Mo. what the problem ii in changing to auto-pay is strange. Please no phone calls as being transferred from phone to phone is a waste. dale leaton
dale. [protected]@yahoo.com

I ordered the T-mobile internet to test it in May. After a month I talked with current Internet provider and told I was in contract with penalty for early termination. Decided to return the T-Mobile internet device after chatting with customer service, telling them I needed to cancel as existing provider had me on a contract. I was given a return authorization form which i used to UPS the device on June 21, 2021. In July received another bill for June - July. Called about bill and was told this was in error. I have continued to receive bills. I have talked to multiple people ( at least six) and visited four stores trying to resolve the problem. The latest run around was I need a pin for the account which do not have. Then told to contact corporate store to get pin changed. Guess what no store in Mesa AZ, I visited or was referred to can make the change they are not authorized. In my latest contact of Customer Service after dealing with the bot, I get hung up on. I have attempted to resolve this through their system with no satisfaction and a growing concern over their internal communication between stores, corporate and customers.

I have added second line for my Daughter and June of last year she moved out of state and I canceled her line. Since June of 2020 till September 2021 i was charged for canceled line. I noticed this month and called customer complaint and they told me will refund me for two months only after they confirmed it was canceled in June of 2020. I filed complaints with FCC also. What a Scammer.
Micheal Hemat

I signed up for this service a few months ago to try it out with the understanding that I could cancel the service at any time if it was unsatisfactory. I've been running Net Uptime Monitor app on my computer and have collected outage logs from September 4 to September 21. The outages make streaming TV impossible. These are internet outages, not local router outages. The local tower supplies a 4G LTE signal that when working and connected to the internet gives decent speeds but the buffering is intolerable during the frequent outages.

My device phone number is [protected] and my account number is # [protected]. I do not have a PIN.

I want to cancel the service as soon as possible. I've tried the normal ways to cancel, calling [protected], and I've been called back and when I mentioned that I wanted to cancel my service I was hung up on. The company rep hung up. Local T-Mobile stores are no help.

Received multiple letters from T-Mobile telling me I had to upgrade all 3 phones on account [protected]; [protected]; [protected]. Difficulty since all phones not in same geographical area.
Just told I would loose service as of Dec 31, 2021 if I did not upgrade phones.
Never provided clear explanation of what my options were.
Many Chat attempts (probably 5 - 6), most of which I have copies of - no help.
Multiple telephone calls - bounced around 4 or 5 different people in Asia - Spoke English but with strong accents. Could not understand. Zero help.
Promised multiple times I could speak to someone in the USA - never happened.
Visited 2 Franchise stores - no help
Finally got to a Corporate Store - good service but very time consuming - still do not know for sure what my actual costs will be, not sure I got the best deal since told via Chat and/or Telephone that could keep my Sprint plan rates without increase in cost. My Cost went up $25 / per month plus the equipment increase of $113.89 per month plus taxes. I was "forced" to buy "upgrade" equipment even though current phones were meeting my needs. Total costs increased almost $140 / month

When I so unfortunately signed up for TMobile service, I was offered a "free Samsung watch". Since I happen to know nothing is free, I kept it in the box unopened. It is 2 generations out of date too. So, when I was charged for it in my next complete months service, I took it back. They could not assist me over the phone, so I went in to a store. The manager called some woman who proceded to scream at me, "TMOBILE DOES NOT DO BUYERS REMORSE!" Absolutely nasty! I had to pay $268 to get out from under payments on a watch I did not want, that was supposed to be free! You people are bate and switch on steroids! I changed service even with the 2 months free service to manager offered me for a consulation prize. I switched back to Verizon the next day. It's STILL in the box!

About 4 months ago we saw advertisements from T-Mobile stating that we could receive 2 IPhone 12s at NO COST TO US. Sounded like a wonderful deal, so we thought we would change from Verizon to T-Mobile. The service is okay and I have no real complaints about that. However, the FREE phones is a total scam. Today I spent 1-1/2 hours on the telephone with T-Mobile (this was the third time I called about this issue). The representative was very nice - gave me a credit for the installment plan for one month only. At the time of the promotion we were told we would receive 2 screen savers for our devices, which we were also being charged for. She did manage to credit us for that monthly cost, but not the monthly cost of the phones. I will advise anyone I can not to believe the promotions that you hear about because they are a total lie. After over 20 years with Verizon I trusted their word. I made a mistake. [protected]

Had good service with t-mobile until I had to temporarily stop service due to additional costs due to Covid. I was told to pay full month service even though I was going to cancel one day into month. A supervisor said I would get back $86.00 after stopping service. 3 months later still no refund. Spoke to many "expert" staff who just lied to me. They finally said once I closed the account they wouldn't be able to give refund due to there system, doesn't make sense I can't ask for refund until after I close account. Was also charged a extra month for Netflix which they also cancelled my service on that first day. So many people lied to me and prolonged to refund process, they must be hurting for money and I hope they go out of business. I highly don't recommend t-mobile, it will cost you in the end….

T-mobile lies. They claim there (Nokia) Internet gateway product will work at my location, bot 5G and 4G. The device configuration screen shows no 5G at all and poor Internet at 4G. Their "coverage" map shows otherwise. Corporate troubleshooter agreed to return and cancellation.

I had sprint and T-Mobile took over and I decided to change so I got a return goods and sent back all my devices .The customer service person led me to believe that wood be I and now I have a collection company trying to exstort me for 206.55 RPMangagment. has anyone else had this problem? [protected]@hotmail.com ps I am a disabled vet 70 years old on a fixed income can anyone help

Hello,
My account with t-mobile : [protected]
On January 2021, I canceled my account to switch to Verizon. I have 4 lines, one of them is ported to Verizon.
I called in to cancel the whole account, at that time, all of the automatic payment, payment for a phone were all payoff.

Suddenly, on April 2021, I received a bill from them that I didn't pay the service for 3 months. I went to a t-mobile store and asked about the bill, they said I have 2 lines were still active. I called customer service and they said I have to pay the bill in order to discuss about the cancelation the two lines and the account. I had to pay for it in order to continue the process of completely canceling my account, and the 2 lines. After being forced to pay the bill of $400+. I requested the customer service to file my complaint and request a refund right away at that time.

Now Aug 2021, I received another bill. I checked with a t-mobile store again about the bill. They said that my account is suspended with 3 lines in this account.

I don't know why a service cancelation became an account suspend, and I have to pay 3 lines in august 2021 bill while only 2 lines in april 2021 bill?

It seems nothing happened and things getting worse.

I want a full refund of the balance I paid on April 2021 and the bill on August 2021, that I just received has to be void.

Below is information to contact me:
VuKhoi Nguyen
Phone: [protected]
Email: [protected]@hotmail.com

Best Regards

Signed up for TMobile over 55 plan on [protected]

Yesterday 8-23 I spent 8 hours on the phone with TMobile trying to get service to work. Today 8-24 2 hoursThey do not have qualified people.

THE WORST EXPERIENCE I HAVE EVER HAD WITH ANY CELL SERVI CE PROVIDER

I FEEL LIKE I SHOULD GO BACK TO AT& T

There was one person who showed competency her name was NISHA

Incompetence Counter: 20
[censored] Counter: 11

My family and I switched over our plan from Verizon to T-Mobile in March of 2020. Since then and the many interactions I've had with T-Mobile representatives, I have learned and concluded that the representatives along with the company protocols are incompentent and absolute, excuse my language, [censored]. This will be a long read as it entails multiple interactions I had with different representatives from March of 2020 to July of 2021. Throughout this experience, I have thus counted 16 moments of incompetence and 8 moments of [censored].

In March 2020, we were looking to switch over our service providers and so we inquired about the options they had and chose one that we thought fit best with our needs. Along with the option that we chose, there were two promotions that we agreed to for trading back phones. We had five phones in total to tradeback; 4 iPhones and 1 Samsung. The iPhones were under one tradeback promotion and the Samsung was a separate tradeback promotion. We were initially told that the Samsung could be traded back for $375 and two iPhones would get $750 while the other two would be $700. These would be distributed as credit to our monthly bills over a span of 24 months.

So, we took the leap and signed up for T-Mobile. We received an email containing our order for our 5 new phones along with the service plan. However, we noticed that one of the color choices we made was put in incorrectly. One of the iPhones we ordered was supposed to be yellow, but we were given white instead. (Incompetence counter: 1) But that was a minor error and something I could live with as white would have been a second choice. So I left that as is.

Thereafter, I had made additional calls to T-Mobile as I needed assistance making sure everything I had to do was done correctly for the tradebacks. The T-Mobile representative that I spoke to at the time took note of each individual phone's information such as the model, color, space/size, IMEI number, and more. Two separate shipping labels were emailed to me and I was told that I would receive some materials for the purpose of packaging each phone safely so that they do not get damaged during shipping. I was instructed to send the Samsung phone using one shipping label and the 4 iPhones, each packaged individually in the shipping materials I received, but all packaged together in a single box using the other shipping label. I meticulously followed all the instructions given to me by the T-Mobile representative I spoke to.

Fast forward to June of 2020, we received our first deductions valued at $31.25, $31.25, $29.17, and $29.17 totaling $120.84 which I received a notification for over text message. However, we did not see a fifth deduction most likely associated with the Samsung trade back so I made a call to T-Mobile. The representative that I spoke to at the time was very confused and was seeing that the promotion was only supposed to be worth thirty-something dollars. That was clearly not the promotion that we signed up for and agreed upon. This representative found a solution that allowed me to receive what I had been promised totalling up to the original $375.

Then came July and I received a notification for the same four credits valued exactly the same as the prior month. Same thing with August. Three months after the deductions of the remaining four iPhones, I felt secure with our account, that the 4 iPhones I had sent for tradeback have been received and processed, and we were good to go from here on out. Oh how wrong I was…

Come September, I did not receive a text message stating that the same four credits have been applied to my account. I called T-Mobile and informed them and the representative applied the credits manually. The same thing continued to happen in the next couple months with a few variations at times. Either I did not receive any credits at all or the credits applied were $31.25, $29.17, $29.17, and $29.17 totaling at $118.76 which is a different value than the first three months. I had to continue to call T-Mobile to find out what was going on as well as have the correct credit applied in which they were able to do. Each of those phone calls usually ended with the representative saying "I'm sorry you had to call back again, I'll take care of it so you won't have to call back, I give you my personal guarantee." No one was able to answer my question, why did the automatic deductions suddenly stop in the first place? (Incompetence counter: 2) Nevertheless, they said they will give me a "personal guarantee" that this issue will be solved ([censored] counter: 1) and said that I wouldn't have to call back regarding this again so I was a bit more relieved. ([censored] counter: 2) Oh how wrong I was again.

January rolls over and I have to make the same phone call yet again. However, this call progressed very differently. On that day, I first spoke with Rubin. He said he would look into my account so that he can assist me as all other previous representatives have done. After a long hold, he came back on the line telling me that I was not supposed to receive those exact credit amounts in the first place. He informed me that the promotion at the time I signed up was valued at $700 for one iphone and $500 for the other three. In addition, the promotion had no value that exceeded $700 so the $750 was a mistake to begin with. (Incompetence counter: 3) Mind you, this was 6 months after receiving the initial credit. So where did things go wrong?

Was it the representative that I spoke to at the time that I signed up with that gave me misinformation regarding the promotions? (Incompetence counter: 4)
Was it the person who received the iPhones and processed them incorrectly? (Incompetence counter: 5)
Could it be the person who applied the initial credit to my account and applied an incorrect amount? (Incompetence counter: 6)
What about all the representatives that I spoke to from September to December who didn't say anything like Rubin had mentioned and instead went ahead and applied the same credits I've been receiving from June to August? (Incompetence counter: 7, 8, 9, 10)
It also made me wonder, for what reason did the automatic payments stop after three months? Was there someone who noticed something was wrong, changed something on my account, and failed to notify me at the time? (Incompetence counter: 11)

At this point, I was fully in disagreement with Rubin as this is the first time I am being informed of this. This was not the agreement or the promotion that we had signed up for. That's when I spoke with Ana, Rubin's supervisor, who told me the same thing and did not make any attempts at rectifying the situation. She had also informed me of two more incompetencies that I was not aware of beforehand. She stated that at the time I signed up with T-Mobile and agreed upon the promotion, I was supposed to have received an email giving me all the information of that promotion. I did not receive this email. (Incompetence counter: 12) Let me remind you that I had spoken to several people in preparation for the trade backs and not a single representative had mentioned such an email. She also stated that the iPhones were supposed to have all been sent separately with their own shipping label each. I was sent one shipping label for all four iPhones. (Incompetence counter: 13)

So I spoke with Felix from Texas, Ana's supervisor. After a very lengthy conversation with him, he said that he can "escalate" my issue so that I can receive a lump sum of the remaining amount of deductions I should be getting but only under the promotion that they had mentioned subtracting all the deductions that I have received thus far. In other words, I am being given a total deduction amount of $700 for one iPhone and $500 for the remaining three, which is a difference of $700 from the promotion that I believed I had signed up for. In addition, Felix said that he would look back at the recording of the phone conversation we had with the representative that was signing us up so that he can confirm this was the transaction that I had agreed upon and he'd get back to me. He gave me his own "personal guarantee" that we will find a solution that I would be happy with. I had asked him, if he fails to call me back, how can I reach him in which I was informed that they do not have extension numbers but if I call T-Mobile and tell them I would like to speak with Felix from Texas, they can connect me to him.

Eventually, I did receive the lump sum that Felix had mentioned. When I got a call back from him, he stated that he could not access the recording and his excuse was that it was under a different department and they had issues storing recorded phone calls. (Probably [censored] so [censored] counter: 3) So he said that he would issue me credit amounting to a total of $300 which I would receive over a span of 5 months. I told him that I did not like the idea of monthly deductions given the issue that I had with each monthly deduction since September. The reason I even got the lump sum prior was so that I don't have to deal with monthly deductions anymore. His response was he could not do a lump sum for the $300 and there was no other way. ([censored] counter: 4 since lump sums were clearly something T-Mobile can do given that I had just received one.) Nevertheless, I reluctantly agreed and he promised to call me back the following month on the first for an update on a solution for the remaining amount that I was initially promised at the time that I signed up with T-Mobile. I received another $60 deduction in March with a call back from Felix however, with no additional solution. So he promised to call me back the first of next month. In April, I received $60 but no call back from Felix. In May and June, I did not receive any deductions and did not hear from Felix.

When I called T-Mobile to try and track down Felix, no one was able to locate him or get a hold of him. This is when I realized his own personal guarantee was to no surprise another [censored] ([censored] counter: 5) and his method of trying to find him if he fails to call me back was also [censored] ([censored] counter: 6). Instead I spoke with Daniel and his supervisor Chiqui, who said that they would be the last ones I would speak to regarding this issue ([censored] counter: 7) and again more "personal guarantees." Daniel had stated that he would escalate my issue and Chiqui would call to follow up. ([censored] counter: 8) I had set dates for each one of them to call me separately. I did not receive either of their phone calls.

When I called T-Mobile back AGAIN, I spoke with Lakesha, to now try and track down Felix, Daniel, and/or Chiqui. Lakesha had sent out a message/email to the respective people on my behalf and said that she herself would also follow up to make sure I was contacted by any one of these people in the next two days. She also noticed that Chiqui had called back on the day that we had agreed, however, she called back to a different number on our account that had the same last four digits as my own. So essentially, she called the wrong number (Incompetence counter: 14). Lakesha even admitted it was an oversight on T-Mobile's end. However, Daniel had not called back at all. (Incompetence counter: 15). After two days, I had also not received a call back from anyone including Lakesha. (Incompetence counter: 16 and [censored] counter: 9)

At this point, you can reasonably understand why I felt as though T-Mobiles protocols were ineffective and complete [censored]. Now knowing the pattern of T-Mobile (that I wish I had known was going to be the case before I signed up with them as I thoroughly regret that decision now) I called back T-Mobile once again. This time, I spoke with Raven. She said that she would be happy to assist with my situation and would look into my account. She put me on hold and added up all the deductions that I have received and noted that it was over $2000. That is correct because with the lump sum, it should have been a total of $2200. However, what she failed to understand was that I had already spoken to Felix regarding this issue, that it was not what I had initially been told and signed up for, that Felix did not follow through with our own agreement, and that there were still some credits that were promised to me that I did not receive. (Incompetence counter: 17)

During our conversation, she asked me what phones I had sent back in for the tradebacks. Mind you, this was now OVER a year ago and, therefore, was difficult to recall. She said that if I can prove what phones were sent back it would help her validate the promotion. Let me remind you once again that I was given one shipping label to send all four iPhones back. Because of this, they are having a difficult time tracking which phones were received and due to this error that did not occur on my end, I am being told to prove what phones were sent in from over a year ago. She asked me to check my email. Doing a T-Mobile search did not pull up anything regarding trade backs. Again, I never received an email regarding the information of the trade backs. So I'm not surprised I did not receive confirmation that my phones were received. (Incompetence counter: 18)

So after some time, I spoke with Lashonda, Raven's supervisor. Lashonda stated the same exact things as Raven and said that there is nothing she can do until I provide her with the information. The same information that I spent hours giving to another representative when I was preparing to send the phones over a year ago. The same information that was used to apply the credits to my account in the first place. The same information Felix looked into several months ago. And somehow they cannot seem to locate that same information ([censored] counter: 10) and need me to prove it to them. When I complained that I've been calling about this same issue multiple times and that I have to tell my story repeatedly, she mentions that their note taking is really good. ([censored] counter: 11). Instead perhaps, if this issue was solved in January, or even sooner, we wouldn't be in this situation right now. (Incompetence counter: 19) When I asked to speak to someone higher up, Lashonda stated that there is no one available and that she can put in a call back for me.

May I remind you that this call back system along with their "personal guarantee" system has failed me in my many interactions with T-Mobile. So I declined and said I would wait on the line. Through a bit of back and forth to no reasonable compromise, I hear a ringing on my end. I soon found out that Lashonda had transferred me over to an unsuspecting representative without informing this person nor myself that she was going to do so. (Incompetence counter: 20) Both of us were caught off guard and flabbergasted at the situation. Basically, I took that as a "[censored] off" gesture, which led me to write my story here.

I've basically been told a bunch of lies by T-Mobile and they have proven their incompetence in many ways. Their customer service protocols of call backs and personal guarantees are absolute [censored]. Their documentation, notes, and record keeping are [censored]. Their communication between departments and representatives is [censored]. Their coherence and accountability is [censored]. Their motto of "we value your experience" is [censored].