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2.0 710 Reviews

T-Mobile USA Complaints Summary

179 Resolved
525 Unresolved
Our verdict: When using services from T-Mobile USA with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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6:48 pm EST
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T-Mobile USA bait and switch promotion

T-mobile ran a valentines day promo on Saturday/Sunday 12/13 February 2011; free phone with an upgrade-eligible account; so my wife and I went and got a new phone. However, we didn't like the new phone, so we went back on Sunday to exchange with a blackberry smart phone (and a more expensive plan). The customer service agent informed us to come back on Monday because the agent that helped us on Saturday would be in the office. So we went back on Monday; the agent wasn't there, another agent informed us that he can't exchange the phone, because he needs a manager authorization, and the manager is not in the store; so he asked us to come back on Tuesday, and offered a $25 credit to our account for inconvenience...sounds civilized so far...
We went back on Tuesday only to find out: we're no longer eligible for the offer, there's no way the manager would honor the promises we were given over the past 3 days, and his only consession is an apololgy, because his agents didn't know the process.
I'm disappointed with T-Mobile, and completey dissatisfied; I've been with them for 10 years...I think it's time to change. They will nickle and dime you to death...check your bill every month, there's a high probability there's a new charge they want to pass on to you...
Shame on you T-Mobile...bait and switch is not acceptable; there are many options to consider when going with a cell provider...you won't be one of them for our family, and everyone that asks me for my opinion.

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jonkre
Austin, US
Jan 17, 2013 8:09 pm EST
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I bought a Galaxy 3 phone from T-mobile on September 17, 2012 for $199 with a $100 rebate offered (net price $99). Their rebate center sent me only a $50 rebate. I called them and explained that this was an "internet only/3 day only" promo. They have no record of this and insisted that the $50 rebate was correct. I told them that the reason I bought the phone and switched to t-mobile was because of the price. They made no additional effort to check this. None of my receipts shows ANY rebate amount ($50 or $100). I contacted them again and will see what happens. At the very least, they don't seem to know what they are doing. At worst, this doesn't inspire confidence in my future dealings with this company (which will end immediately if I don't get the remaining rebate amount).

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FALSE ADVERTISING T-MOBILE
Charleston, US
Nov 22, 2012 10:43 am EST

I have experienced the "bait and switch" approach with T-Mobile twice now. Once last Spring and again with the recent Nov 16-17 promo. They also have had a company in Jamaica that adds "extra" services to my account without notice. Beware of this company.

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6:09 pm EST
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T-Mobile USA shipping delay

I ordered a nokia 2330 black kit mobile phone on 2/4/2011 and the order is not yet shipped till today (2/11/2011). When I talk with the customer service on phone, they keep saying that they had to close their warehouse due to severe cold and snow. I couldn't find any news of such closure anywhere in us through google. I am still not sure if I will get my phone - it is just a common model and should be readily available.

I think t-mobile always has this issue for online orders. My advice to others is to always buy directly from a store if you are buying t-mobile.

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Update by Sarav123
Feb 15, 2011 1:59 pm EST

I agree that they had severe ice storm in Fort Worth, TX. But everything is back to normal there. They definitely didn't have continous ice storm from Feb 5th to 15th (today). My order is still in submitted status and I don't see any progress on this even though I am calling them atleast twice a day

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kiwixberry
, US
Feb 12, 2011 12:28 am EST

I'm on the same boat as some people here. Ordered the Samsung Comeback on 1/1/2011 and still no package. I'm so mad because I've called about five times asking them where is my package and they all told me the same thing and if it doesn't come by 1/11/11 (which is today..and no package came..) then I should call them back about it. So, I called today and I finally get an honest rep on the phone and she submitted my order dilemma to another warehouse about the problem. Ten days tmobile. I understand snowing and winds are the cause of the delays but having an order confirmation and no status update is just wrong and makes tmobile seem unreliable. Also, all the tmobile people told me ''I have no clue whats going on.'' So frustrating !

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jjfromnj
, US
Feb 11, 2011 7:32 pm EST

I ordered Comet prepaid on 1/31. I have not even received a confirmation email from them yet. Just got off the phone with them.
Same excuses like you got. The worst is I cannot even canceled the order. They don't want to ship my phone and I cannot even cancel the order get something else.

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somewhere in Iowa
Manchester, US
Feb 11, 2011 6:25 pm EST

Yeah, there hasn't been a TV where this person is...? I live in the mid-west and we were snowed in for 2 days the children didn't go to school for almost a week. where have you been under a rock somewhere on Mars? It is winter and it is cold, snowy and very very icy. And it seems to me that you need to defrost your brain and keep up with what is going on before you start complaining.

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4:45 pm EST
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T-Mobile USA unauthorized withdrawal amount

TMobile made errors on a closing bill charging me $560.00 . I called and the adjustments were made, the total of the bill was 254.00. I approved the withdrawal of 254.00. I checked my account later and $560 was taken out. I called and was told it would take a few day. A few days passed and still no refund. I called and again was told it had to be approved etc and it would be a few more days.
What the hell. why would it take them seconds to withdraw money and 10 days to return it? There ought to be a law.

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4:31 pm EST
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T-Mobile USA poor customer service

January 20, 2011

Dear t-mobile,
I am a loyal customer at t-mobile for a year. I am extremely saddened by the customer service of this store. The time was 6-7pm on january 19, 2011 with the incident occurred.
North ave & clybourn ave (9931)
824 w north ave
Chicago, il 60642
[protected]

The store manager did not help me with my blackberry which is dying. The phone battery is dead. He would not work on my phone because “I told him that he was condescending and disrespectful towards me”. I still have not received any help from t-mobile. I have a right to my opinion. I am stand strong on the store manager’s performance.

I asked the store manager to give me his name, district manager name, and phone number. If the store manager felt he did not do anything wrong - he would of provided any information that I needed to make a complaint. He frustrated me by not giving me his name or any information, and not fixing my phone. He did not follow procedure and lacked professionalism.

I am cancelling my service with t-mobile. I feel the professional level of your company is despicable. I am not going to pay for service that employees are not going to help the customer, refuse to give their names or manger’s information.

Please contact me
[protected]@hotmail.com

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JCB
,
Aug 20, 2008 6:32 pm EDT

I have been a customer with T-Mobile since 2003 and was on the month-to-month plan. When I moved, I could not receive service in my home. I had no land line, so decided to switch providers. I switched mid-July and was shocked to see they had charged my credit card for that full month plus extra usage charges. I never received my paperless bill for this charge so called to get a copy. The man I spoke to was very unclear and I couldn't understand him. He didn't have a foreign accent, only was mumbling and seemed very uninterested in my call. He said I would get a copy of the bill. I never did.

Today I received a bill for a termination charge of $200 plus recurring charges of 6.66 and taxes. I called customer service and the woman was polite but explained to me that when I had added minutes to my plan online back in Jan 08, I had signed in for another contract. I told her, so I give you guys more money and you penalize me fore it. And she agreed! I don't remember reading anything explaining I was signing up for another contract, but it was probably in fine print somewhere.

Anyways, when I asked her for a copy of the prior bill mentioned above, since I had not received in in two weeks. She put me on hold for 5 minutes then told me I could not receive any old bills by email or postal mail because I was not longer a customer. So they can send me a bill for $200, but not email my my last bill for free! Horrible customer service. I will never return to the company. I feel I have been ripped off of my hard earned money for no service provided in T-Mobiles return. I can't believe this is legal and am very disheartened.

My only hope is that I don't receive any more bills from them.

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marvy
, US
Dec 01, 2011 7:31 pm EST

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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T- No more
Wyncote, US
Oct 24, 2011 3:38 am EDT

T- Mobile, Has the worst customer service. I am in the middle of a two year contract. I will not resign again. I have been with them for 5 or 6 years. I have a family plan with them. If It was just 1 phone I would cancel now. When I called customer service to get a new phone because of problems I have been having, I waited a minimum of 40 min. to speak to some one. I didnt have time to wait the for them to answer the 4th time I called. I finally got through the 5th time, I got through but to only to be hung up on mid way through the transaction to another department. I finally got throught the entire transaction and new phone on the way. It is my 6th phone in 1 year. I am also tired of speaking to a foreigner!

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justme12345
rrrr, US
Apr 15, 2011 3:30 am EDT

My contract has expired and they want to charge me about $1000 for 4 new phones, if I renew for 2 years. For someone who is NOT a customer, the cost is $0 for the phones. What company treats its NON customers better than its customers?

I would pay more money to do business with a reputable company, than to do business with the Joke theycall TMobile. If you are thinking of subscribing with them, let me save you a lot of headache, GO SOMEWHERE ELSE!

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justme12345
rrrr, US
Apr 15, 2011 3:24 am EDT

I agree, T Mobile has NO customer loyalty and the worst customer service of any company I have dealt with!

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justme12345
rrrr, US
Apr 15, 2011 3:23 am EDT

I agree, customer service has always been terrible. It has gotten even worse!

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Algonquinjcalhoun
arlington, US
Mar 26, 2010 2:08 am EDT

You smell like an Arab. You were told when you switched plans, which they have to tell you, that you extended your plan. Idiot. Did you not listen? Were you eating a kabob and thinking of ways to kill American capatalism? You did not succeed.
Go hide in a hole and wait for the 72 Marcie virgins, you ###ing tool.

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2:52 am EST
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T-Mobile USA continuing harrassment

I am being harrasssed by NCO Financial (Google them - I'm not the first victim). An online "T-Mobile" authorized Representative who seemed to be offering a fairly decent T-Mobile plan to switch my five family plan phones to Androids. I was to have a period of time to cancel after the phone arrived, a little searching revealed no cancellation if a phone was activated. I declined delivery when the phones arrived and signed a document to that effect. Since December the bill for the phones has reached over $1, 000. (the phones were "free"), and I have been billed and phoned by the authorized representative and a couple collection calls (unidentified). Today it was a recording from NCO, Richard Hathcock's office, to call him at [protected].

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2:39 pm EST
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T-Mobile USA prize won

i received a sms from BA-Good News stating that my number has won500, 00, 00GBP in T-Mobile End of the year promotions. to claim your prize contact via Email: [protected]@live.com.
all i need to know is that it is true or not

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6:07 am EST
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T-Mobile USA charged for a phone service I never had, and was reported to telecheck

For several months I have received letters from T-Mobile and now their collections agency asking for payment of a cell phone bill. I have responded by writing to them and telling them I have never had a T-Mobile account and that I do not acknowledge this debt. In my letter, (November 11, 2010) I also asked them to send me a copy of the contract they have on copy which contains my personal information. They have not do so. Instead, I have received notification from Telecheck (December 29, 2010) that I wrote and then cancelled a check I sent to T-Mobiles wireless insurance company, Asurian. I contacted Asurian and they say I have no account with them, and have not sent them any checks. I wireless insurance is included with my cell phone company which I have had for over six years. After doing some checking, I discovered that both T-Moble and Asurian had received fraudulant payment from by acount via the internet six years ago. And although the matter was cleared up, they seem to have accessed my account information again and just to get their bill paid by me. There ought to be a law. Now I have to run around collecting information and notarizing documents just so that I can once again write checks.

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9:49 am EST
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T-Mobile USA misleading representative

The T-mobile representative at the InTouch Wireless kiosk was extremely misleading and had me sign multiple contracts, one with T-mobile and one with InTouch Wireless. When I realized this a couple weeks later I tried to contact this representative and he did not answer nor return my calls. I was going to tell him I wanted to cancel because it was still within the grace period to do so. Since I could not contact this representative I called T-mobile and unfortunately I had to pay the $200 termination fee for the second line, which the representative at InTouch Wireless never informed me of adding this second line. Yes I should have read the contract thoroughly to begin with but T-mobile's representative should have answered my calls and not ignored them! I ended up having to pay not only $200 to T-mobile, but another $200 to InTouch Wireless which is ridiculous! T-mobile allows InTouch Wireless to represent them and I'm sure InTouch gets a lot of business for T-mobile, by ripping off the public!

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Mr. Todd
Beverly Hills, US
Jul 23, 2011 7:15 pm EDT

I just had the same thing happen to me. I paid the $200 cancellation fee to T-Mobile, but no one at InTouch Wireless ever told me I would have to pay $200 to them as well. To be honest, I wouldn't have cared as the line was a business phone for a company I was leave, and the company agreed to pay all final bills for my phone. You can imagine how surprised/upset I was when I received a notice from a COLLECTIONS agency saying I owe $200 PLUS a $10 interest charge. I never even received a first notice from InTouch saying that I owed them $200 in addition to everything with T-Mobile. Now I have to take care of this out of my pocket, and I pray my credit score doesn't take a hit for this going to collections. Moreover, they have closed all of their mall kiosks in New England, and their customer service phone number goes to an answering machine. If they're even in business anymore, DO NOT go through them! Make sure you purchase a plan straight from a corporate owned store!

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Kayvan
Rockville, US
Jun 30, 2011 2:45 am EDT

The same story happens to me as well and when I called nobody answered. Now they misuse my credit card without my permission and tried to charge me $200.00. There was a lot of customers complain about them and nobody answer us.
Funny story is that when you call T-MOBILE and talks with customer service, nobody knows them.

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2:50 am EST
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T-Mobile USA return policy

ok to start off I work with the retail business and I know what customer service is about and 2B wireless does not understand what it is. I ve been with t-mobile since 2005 and they have been really great to me so this is what happened.

My brother bought a phone from "2Bwireless" on 12-23-2010 and when he called me to tell me how much he spent I told him to return it becaused his contract ends in three months nd buyin a phone for 275 dollars wit no internet is expensive when he could jus buy a cheap phone nd wait the three months and get himself a bettet phone for 200 dls wit new contract and internet included, so he went back to the store and the salesman and mgr that were working would not give him the money back due to an absurd "no return policy" thats on the reciept when my brother had already paid but was not informed. Now I talked to the sales clerk and said they were a franchise and that tmobile had nothing to say about there policy...i called tmobile customer care number and they helped me out as much as they could, I know that an authorized dealer gives you 14 days to return the phone if you were not satisfied...this company or franchise on the other hand needs to change there return policy as they are giving tmobile a bad rep...tmobile needs to do something about this or people wil be getting scammed...i do appreciate tmobiles customer care reps for goin out of there way and helping me. I will not do business with 2B wireless again and tmobile should close this store down and make an Authorized dealer that will take care of a customer...thats the only one in yuma besides the radio shacks that are tmobile dealers...thank you for reading..

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Bevhart2
Queen Creek, US
Feb 10, 2011 7:42 pm EST

You are not kidding! I hate 2B Wireless. The sales rep, Nathan, sold me a phone that I returned within the 14 days. He said he would refund my money from a debit card within 3 days. After 2 weeks still no refund I called and talked to Brittany who was rude, would not give me their corporate office phone number, would not look into the problem with refund. I called t-mobile customer care and because it is an authorized dealer they could not do anything. It has been over a month now and I still have no refund. Called Brittany again and she was so rude...acccused me of being rude...would not give me phone number of their corp office...I think they have no intention of returning the money and are rippping people off. DO not use 2B Wireless...TMobile should cancel their dealer status because they are beyond bad customer service. They are not refunding the money. I am going to file a small claims case against them when I get back to my hometown. DO NOT USE THEM!. Not only did they not refund my money but they canceled my existing line and did some sneaky things I did not understand and caused me to lose my great rate plan...TMobile had to fix the problem they created causing my bill to go up alot. DO NOT USE THEM...DO NOT...PLEASE SAVE YOURSELF A HORRIBLE EXPERIENCE.

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T-Mobile USA refurbished phones

After my Motorola cliq was damaged I requested a replacement since I was paying insurance. T mobile told me with a 130$ deductible i could receive a comparable replacement since they weren't making the Motorola cliqs anymore which was a my touch slide. After rec the phone it started acting up cutting off (had to remove the battery) to cut back on, could not make calls without doing master resets and if i would respond to a text message it would go to someone else...So tmobile sends me another phone . As I was talking to the very first person i called the phone called someone else in the middle of the convo! I found out that the replacement phones were all refurbished! I called customer care to ask them why were they sending me refurbished phones ? Rep could not say why she just kept saying that they send new or "like new" phones that are under warranty! WHAT?! never did tmobile EVER inform me at any time that insurance for replaced damaged or faulty phones would be "Like New" . I will be writing the BBB along with Clark Howard and changing phone companies! Thanks to a friend of mines for refering me to this site where you can leave complaints!

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T-Mobile USA double charging

I am getting tired of T-Mobile. They are charging hidden fees and double payments, and other payments. When we went to pay the 3rd payment last October 3rd they said we did not have a bill. So we ended up not paying the bill cause they said we did not have a bill. Now the October bill came in the mail and creeped on us and is taking Christmas away from me and my girlfriend to buy extra gifts. People at the T-Mobile stores, not the call centers needs to act more professional and when there is extra payments that need to be made they need to take them, not just say we don't have a bill.

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GM2000
, US
Sep 02, 2011 9:58 pm EDT

Hey, after visiting a T-Mobile Store my phone was cloned and international calls were made. Maybe someone in the store is involved in the scam. T-Mobile refused to investigate and, since, has charged me for everything but the kitchen sink. Don't use T-Mobile and if they merge with AT&T, don't use AT&T.

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T-Mobile USA unauthorized credit card charges

Vesta processes millions of prepaid recharge payments each month on behalf of telecom companies and their customers. We continually monitor orders for unauthorized or fraudulent use of payment devices, and actively work with customers to resolve any issues or disputes promptly and fairly. This is evidenced by our “A” rating by the Better Business Bureau.

If you have questions regarding a charge from Vesta on your credit card bill or bank statement, email [protected]@trustvesta.com or call toll free [protected]. A representative will be glad to assist you.

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Vesta Lies
, US
Feb 11, 2011 11:57 pm EST

yea i got hit with 110 dollars worth of charges from the company, when i called they said there was no way my card was double charged because THEIR computers said so, even tho i was staring right at my credit card statement and the credit card company had notified me. There is no way to win with them best to file a affidavit with your bank about the unauthorized charges.

and whoever VESTA ecustomer service is your full of crap, your company doesn't want to help anyone and your not even a BBB company, however you are listed there are with the score of an F all for double charging people, and unauthorized charges that your company refuses to fix and your company also refuses to respond to the BBB so quit lying for once

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12:35 pm EST

T-Mobile USA will steal your money and lie

On November 9, 2010, T-Mobile called me with a free trial offer on their laptop webstick. When I first said no, they told me that I wouldnt even be charged to send it back should I want to, and I would not be charged anything until the trial was over. Today, November 22, when I call to tell them I am sending it back, they inform me that I not only have to pay to send it back myself, I am also going to be charged god knows how much for this free trial; and I say only god knows because the representatives refused to tell me how much I would be paying them for this FREE TRIAL. During the course of trying to send back this devils gift that I never should have accepted I was hung up on by the first representative I was unfortunate enough to get. The second representative was not much better, he was very arrogant, and also refused to be helpful in anyway especially when I asked to speak to his manager, I was told someone would get back to me in two days; I do not believe this lie in the slightest.

A warning to current and future T-Mobile customers, DO NOT EXPECT TO BE TREATED HUMANLY; they will lie to you and tell you what you want to hear rather than the truth of what they are doing, they will also steal from you every chance they get by adding services and charges for services that you never asked for nor even inquired about. They have scammed me several times in this way over the years that I have been with them. And they keep customers by this means as well, they lie about the costs of services and products and then force you to have to stay and keep paying them with two year contracts that they make near impossible to end since not one phone EVER makes it to the two year mark.

TMOBILE WILL STEAL YOUR MONEY AND LIE

TO YOU TO GET IT!

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T-Mobile USA lack of information given to me

I recently went overseas, so BEFORE I left, I went on live-chat with one of T-mobile's agents to enquire about International roaming and text messages, whilst overseas. The Agent explained to me how much I would be charged per Megabyte, if I used my phone for the Internet. I basically did not want any surprize charges when I came back. The "Megabyte" charges would basically equate to $15- per megabyte, which meant that I could e.g., log onto CNN.com approximately 22 times.

I JUST received a Bill for over $300- ! (my monthly average does not exceed $100-). Still worried that I would get a high bill, I turned my phone off the day after I arrived in South Africa. When I queried this fact with them today, they explained to me that I had to "de-activate" my "international roaming"! Apparently the phone still "roams", even if the phone is turned off! Their Agent did not mention anything about this at any stage.

I asked them if they could waive some of the charges, since their Agent did not inform me of this, and I feel that they should take part responsibility, since the chat was all about "charges" and roaming. I have ALL the transcripts between myself and the t-mobile Agents on record.

I am extremely upset about this and hope that my complaint can help other people who are misled on a daily basis about these issues.

I would SINCERELY appreciate if you could assist me in this matter. It is totally unfair and unjust.

Kind regards

Renee Kavanagh (Mrs)
Tel: [protected]

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T-Mobile USA stole my number and remaining minutes

My story starts innocently enough. In 2002 I bought a prepaid phone from T-Mobile.
Since it was a prepay phone I only used it when it was necessary and I bought minutes when I needed them. Over time I earned Gold Status.
I finally in 2008 my original phone died and I bought a New phone. Again I used it sparingly but Kept some minutes on the phone.
Recently I went to add some minutes and my Sim card was deactivated.
I tried to enter my number on the website and it appears my number wasn't being recognized.
I dialed my T Mobile number and a woman answered.
So I call T Mobile customer care to find out what happened and they told me that if I don't use my phone for 90 days that they can recycle the number and deactivate the Sim card.
I had over 60 minutes of talk time was wasn't to expire until 5/11.
I explained this to the agent who transferred me to Another customer care agent who advised that the only option I had was to buy a new Sim card and get a new number. By doing so I would have to begin again as a new customer with no reward bonus.
Mind you, at no time was I contacted by e-mail, snail mail or land line was I informed of a policy change that said you can't have a T Mobile phone as an emergency phone. no matter how often you add minutes if you don't use the phone for over 90 days, you loose the number and minutes you had on the account

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zaddy
, GB
Dec 08, 2013 3:13 am EST

T Mob UK stole my £15 credit for same reason but sim was re-activated when I called Tmob.
No warning
This is theft
Oftel (enormous waste of money) enforce this!
Still, I want MY money back.

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GM2000
, US
Sep 02, 2011 10:06 pm EDT

Hey, after visiting a T-Mobile Store my phone was cloned and international calls were made. Maybe someone in the store is involved in the scam. T-Mobile refused to investigate and, since, has charged me for everything but the kitchen sink. Don't use T-Mobile and if they merge with AT&T, don't use AT&T.

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Zed350
Hacienda Heights, US
Nov 05, 2010 10:44 am EDT

I didn't know T-mobile has that 90 day policy. I have them for year snow too and I only use it for incoming and emergency calls only. I use Onesuite VoIP service for long distance calls that includes international calls.

If its true then they should tell everyone about it so it will not come as a surprise if someday you can not use your sim anymore.

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T-Mobile USA those who plans to buy t mobile on line, beware

on octorber 24th...i purchased t mobil's 750 minutes famiy plan with 3 lines on line, 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. 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 hour pick at ups(9pm). 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 though t mobile sales rep i talked to was wonderful, so helpful and patient.
i enjoyed their service for 1 day and a half.
then midday on wednesday, out of nowhere, t mobile cancelled my service.

t mobile said they cancelled my service for "security reason". since t mobile doesn't have store in my state, they told me to go to radio shack to fax my

front and back of my social security card and my driver icense to them. but like most people, i memorized my ss# and have no idea where my social security

card is. and what ss card can really verify? i thought the best identification is passport.

so i had to take the rest of my work day off to go do what t mobile told me to do. i went to social security office to get new card but it would take 10

days go get the actual new card in the mail, so the officer issued me a temporary one. i then ran to radio shack on the other side of the town, faxed it.
i called them an hour later to check up but it took me 4 tries (repeat same story 4 times) to get to talk to someone who wouldn't transfer me further to

someone else. they said the document i faxed wasn't good enough. i think her name was racheal, told me she couldn't halp me. she said i should send the

phones back and go get service from other phone carrier. way to go t mobie!

that evening i told friend who recommended me to get t mobile service couldn't believe my story, called t mobile to complain. thier customer service told

him that if i go to thier certified retail store (the same radio shack across the town) right now, they would turn it back on. which i did run there for the

second time, faxed it again just to get the same answer half an hour later. i also found out that t mobile had to do the same thing to few other customers

and employees at this radio shack not only have to fax but also have to write cover letters for t mobile.

t mobile refused any kind of help or turning the service back on untill i get my actual ss card or at least offer me the reason of cancelation. instead,
i have to get at&t's one month prepaid service for my iphone i originally have. (shoud have stick with at&t and iphone insead of taking friend's suggestion

to switch to t mobile and wanting to try sumsung which tuened out to be quite annoying with gmail thing)
imagining yourself, your new phone got cancelled for no reason known right after you have emailed and texted family
members and friends and all your contacts your new phone number. how messy your life becomes!

i am very angry and still angry. i called again wanting to return the phone and get my money back.
i was charged $335 for 2 phones and 2 added lines at $50 each, taxes and shippng. there also $35 activation fee each line and montly service of $170 instead

of misleadingly advertised $139.99 a month)
t mobile said i would get money back only if i return these phones in the same new condition. i purchased these phone
with an intention of using it for 2 years and more, i played around with the phone, downloaded some
stuffs in it and got myself locked out of one of (the stupid) sumsung screen by accident (like so many people did).

they are not in the same new condition and at this point, i don't trust anything t mobile said. i believe
they will find all kinds of reasons not to refund me the full amount of money i paid.

it has been only 7 business days or 9 days since this happened. i will update what happen next after i receive my ss card and call t mobile.
t mobile could have ask for these "extra proof" before setting up account or be more civil in dealing with(new)customer than just cut them off and left them high and dry. could t mobile be more lame. boo!

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Vermonter2012
Burlington, US
Jan 05, 2012 1:48 am EST
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Well, it's January 2012 and the situation with T-Mobile only gets worse... Not only they cancelled the Web DayPass, they disabled all their prepaid cards in the stores, so stores like K-Mart and Staples couldn't even activate purchased cards at the cash register... Online vendors also stopped selling T-Mobile prepaid cards because (quoting) "T-Mobile wants all purchases to be made directly through them now."

Now... if you combine the fact that you can only purchase from T-Mobile by giving them your CREDIT CARD details with the above, you will quickly understand that they are preying on the weak... It's the familiar trick of "I am going to charge you automatically unless you waste time and other resources to complain and/or go after me".

In short, I am staying away from T-Mobile.

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GM2000
, US
Sep 02, 2011 9:59 pm EDT

Hey, after visiting a T-Mobile Store my phone was cloned and international calls were made. Maybe someone in the store is involved in the scam. T-Mobile refused to investigate and, since, has charged me for everything but the kitchen sink. Don't use T-Mobile and if they merge with AT&T, don't use AT&T.

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T-Mobile USA hidden cancellation fee

Oh...where to start with this complaint? I joined TMobile in February of 2009 after a bad experience with AT&T but have now started to question if any cell phone providers are worth being with. When I first got my phone and service I was paying almost $100 a month and was had a limited amount of minutes. About a year later, TMobile brought out their unlimited plans for $69.99. I went into my local store and asked how I get on that plan. He said I can be "grandfathered" into the plan without a contract. I was so excited and continued my service until Sprint started offering $50 a month unlimited plans. I cancelled my service with TMobile and told them the plan was too expensive. The man on the phone confirmed everything.
A few weeks later I got my final bill in the mail for $155! They were charging me $55 for the prorated service which is understandable but $100 for contract cancellation. I called the customer service and talkedto a lady named Mary who acted like she didn't have the time of day for me and would not refund the $100. I spoke to her supervisor who pissed me off so bad that I forgot to ask for his name. I explained the situation that I changed to a "no contract plan" so I shouldnt be charged a contract cancellation fee. He said I was correct about not having an additional contract under my recent plan but I still had a couple of months on my previous contract! Are you kidding me? I have two contract at once? The man in the store never told me that. How can I be under two contracts at once but only one plan? The supervisor talked down to me like I was a little child and told me they didn't have to tell me that and that I signed the contract. Thanks TMOBILE for using ambiguoys and hidden verbage to screw over a reliable customer. I told the guy they were crazy and wont see a dime of the $100. I paid my $55 prorated service fee and told him he could go ahead and send the rest to collections because I am not paying it. I am so outraged with TMobile. DO NOT USE THEM AS YOUR SERVICE PROVIDER! If they don't catch you at the beginning, they will catch you at the end. UGH!

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TMOBILE pissed customer
, US
Aug 29, 2011 10:55 pm EDT

I' ve been with Tmobile since 2000 and they have a new plan that would save me money they said i would have to pay a migration fee of $200. per line and I have 3 lines. in order to go with the unlimited Talk, text and web

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T-Mobile USA rebate

TMobile rebate offers are a total fraud. On September 20, 2010 I went into the TMobile retail store to upgrade my phone. The sales agent told me the phone came with a rebate. I submitted all the information. I received a letter claiming the IEM number was incorrect. That is a lie. It is the right number. I just called TMobile and the customer service representative told me this phone did not come with a rebate. Another problem I am having is with the calls. They either do not go through or I get this message: no signal. I signed up for another two year agreement with this company and now I regret it. I traveled 3000 miles from California to Kentucky and finally into North Carolina. There was only one dropped call. Now I cannot get a signal in town or around the state. When calling you have to speak with people from call centers outside of the United States. What a pain. These representatives do not understand anything you are saying. Neither can they help. Today I was fortunate enough to get someone from the United States. Avoid there rebates as they are used to bait you in. Then TMobile never pays out what was offered.

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T-Mobile USA Butch Montano Jr., Con Man Submits Fraudulent Statements

Butch Montano Jr., the Owner of MFM_T-Mobile Limited_Encinitas - a limited retail store for T-Mobil Coporation is suspected of fraud. Montano personally uses the exclusive AT&T I phone for his own personal use. Montano is seeking to raise funds from investors and Santaluz Country Club members to expand his operations. Montano and is company has made application to T-Mobil Corporation to become a full T-Mobil Corporate Store enabling the store to offer more products and services. Butch Montano jr., in his application has made fraudulent statements to T-mobil including financial information. Knowingly submitting false financial statements is fraud. Investors Beware. Santaluz Members Beware.

Fraud by Owner Butch Montano Jr.
T-Mobil
191 N EL CAMINO REAL STE 101
ENCINITAS, CA 92024
Personal Cell # [protected]

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DesireeE
, US
Feb 21, 2012 1:53 am EST
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The Encinitas store is horrible. I just had a horrible experience with Javier who constantly made dishonest claims in order to make a sale. When I told him he was a liar, he demanded me to get out of his store which was another lie since he does not own the store.

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bellir
San Diego, US
Jan 11, 2012 6:13 am EST

Yes. I had a terrible experience in his Encinitas store.
The sales ladies in there will lie their way to your pocket to con you into a plan that does not exist.
I was told I had to wait 30 days to put insurance on my phone because I am a prepaid customer and the phone was bought as a gift to me by my boyfriend who had to extend his plan to 2 additional years in order to pay for a phone which cost him $300. She conned me and my boyfriend to believe we could get insurance, otherwise I never would buy a phone like that since it's so easy to drop and break the thing. Basically now she told me that I cannot buy the insurance, and in fact, NEVER COULD! she just lied to be when the sales was made. I guess they must be starving for YOUR MONEY...too...

Now my boyfriend is again in the stupid 2 year plan and I have a phone which I cannot insure because she lied to me in the first place. I asked the manager Javier for the District Manager's phone number and he refused. When I called T-MOBILE and then gave me the district manager's email address but guess what... it was a bogus email...

I would not advise anyone to do business with such dishonest people.
bellir

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FRANK M L
, US
Jan 20, 2011 9:45 pm EST

THIS IS NOT TRUE MIKE NONACO WROTE THIS COMPLAIN HE IS SO JEALOUS OF BUTCH MONTANO...MIKE GET REAL BUTCH IS THE MOST RESPECTED MEN IN SANTA LUZ

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T-Mobile USA crappy service

Honestly, Tmobile has THE WORST service ever!. I have been a customer for over 3 years and recently just have been running into problem after the problem. First there was the sidekick outage so i bought a Behold then they said the behold had bad reviews anyway when it wasn't working properly so i bought the Cliq xt. Now i can neither receive calls, texts or access my internet. I feel like they are trying to milk as much money out of me as possible! I have never paid a bill late and have continued to buy their products and yet they refuse to waive my cancellation fee when they have not provided me with adequate service. TMOBILE IS A COMPLETE RIP OFF DON"T WASTE YOUR MONEY!

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pobarjenkins
Minneapolis, US
Oct 04, 2010 1:28 pm EDT
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I like TMobile for the most part. I have a Highlight and it works pretty good, though it does restart randomly every now and then. T-Mobile has been better to me than Sprint has. Sorry you're having a bad time.

T-Mobile USA Customer Reviews Overview

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

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

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

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

T-Mobile USA In-depth Review

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Pros and Cons:

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

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

How to file a complaint about T-Mobile USA?

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

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

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

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

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

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

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

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

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

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

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

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