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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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T-Mobile USA reviews & complaints 710

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8:18 pm EDT
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T-Mobile USA refused service during store hours

Several weeks ago I visited the T-Mobile store at Lakewood Commons. I was following in with my family behind another woman customer who was let in 15 minutes before closing. The clerk then locked the door as we walked up and wouldn't let us in to make a simple purchase. I knocked politely and motioned to him that all I wanted to do was talk to him (attempting to let him know I wanted to buy some phone earbuds). He rudely mouthed were closed and wouldn't come forward. I pointed to my watch indicating that it was 15 minutes BEFORE closing. He still refused. I mouthed back that I wanted to speak to a manager, he refused to get one. Then I shouted to him I would call tomorrow - he shouted back go ahead in front of several customers. I understand that the store operators may not wish to engage in long contract negotiations near closing, but locking out any customer who simply wants to make a purchase 15 minutes before closing is bad business and I feel ethically wrong. I stopped by two days later to speak with the Manager, who wasn't in. I left info on the problem and haven't heard anything back. This certainly casts a bad light on their company and I feel I am due an apology. I have filed a complaint with BBB and Lakewood Chamber of Commerce. Also, I will not bother patronizing their store again.

Dave

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6:50 pm EDT
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T-Mobile USA - rip off

T-Mobile is offering their customers a "protection plan" that does not protect them. I upgraded my phone to a T-Mobile Dash. I bought on the T-Mobile official site on sale for $150.00 w/a $50.00 mail in rebate. My phone was stolen yesterday and when I contacted T-Mobile customer servive I was told to pay a deductable fee of $130.00. I have been loyal to...

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7:15 am EDT
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T-Mobile USA won 1m gbp

I received sms stating that I won 1m gbp - I paid the fees for the f. R. O. (That were my life savings) and then they requested payment for transfer fees - evidence of payment of the transfer service charge payable directly to the bank - i've requested that they deduct the transfer fees from my winnings and now all of a sudden their are no response for the last two weeks. I received the folowing documenttion from them
1. F. R. O (After paying r10 000 - 750 pounds) (Contact person: oscar alex dwayne - head of operationswith copy of pasport)
2. Overseas transfer application form (Filled in and submitted)
3. Certificate of award for 1m gbp (Contact person: kevin isaac)
I just want to know if letel lucreative bank is allowing these scams?

If you need to contact me you can use my email: [protected]@work247.co. Za

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Lee-Anne Mayer
, ZA
Sep 06, 2009 6:36 am EDT

I got one of those as well but I only sent them my name. I did not gove them any other information.

Is this a scam because it is too good to be true.

L Mayer

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9:59 pm EDT
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T-Mobile USA calls inside us

T-Mobile Refusses to recognize the island of sipan as part of the United States even thoe the are a common welth of the United Sates and are under the same protections from the FCC. They are specificaly named in the FCC manual as recieving the same bennefits as the Common Welth of Virginia. The have told me several times over the cource of the last week it is not part of the Unites States and refuse to recognize it. The are now charging over $300 to my account for text and talking. The person whe have been talking to is my daughter in our fammily plan with unlimited nights, weekends and texting. There Practices are discriminitory, preditory and unlawfull. What should T Mobile tell the famillies of the service men who died in World War 2 fighting for theses islands.

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GM2000
, US
Sep 02, 2011 10:07 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.

binder
binder
, US
Jul 06, 2009 5:04 am EDT

Yes, the soldiers died so you can have free calls to the Island of Sipan.

The least you could do is show some respect to those who died and capitialize the name of the island.

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Sheeyah
, US
Jul 05, 2009 10:13 pm EDT

It's not a state, which is probably what T-Mobile is actually trying to tell you. You should've checked before getting a plan and then trying to convince them. I'll bet Puerto Rico has the same situation. You need to pay your bill and find another method/plan to keep in contact with your daughter.

As for the soldiers who died in WWII, that's dispicable. You're actually going to use that as a reason why you should get credit on your phone bill? As I understand it, the U.S. freed the island from Japanese control. It's still free from Japanese (or any other country's) control. I doubt anything else would make much difference to those soliders since that's what they were fighting for.

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8:04 am EDT
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T-Mobile USA fradulant charges to my amex card

I had two unauthorized charges of $10.60 on my credit card bill from this company? I do not, nor have I EVER done business with them, nor do I use their wireless company!

Read full review of T-Mobile USA and 9 comments
Update by 53trader
Jul 04, 2009 8:30 am EDT

I was charged two charges to my AMEX card. I never have done business with Vesta T Mobile? So how did this occur?

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David Krier
, US
Jan 06, 2010 4:10 pm EST

I made 2 $100 payments towards my Daughters cellphone at what I thought was the T-Mobile website. The charges were made to my credit card but not applied to the account. Ultimately I had to make an additional payment when the phone was shut off for non payment. After doing some research it appears that others have indicated that monies were not applied or fraudulant charges were made.

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hsd1228
Burlington, US
Oct 03, 2011 4:37 am EDT

I had one unauthorized charges of $421.88 on my credit card from this company. I do not charged, please sent back the money!

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Thisisnotgood
Porter Ranch, US
Mar 18, 2011 7:49 pm EDT

I was charged $100 check card for T-Mobile prepaid card. I do not even own T-Mobile phone. When I called customer service, they said they cannot help unless I give them my bank information. How in the world would I trust them to provide my bank information? I have one of the most common last name "Lee, " and they told me that they have only 2 Lee's in their system for my zip code. I am going to file a complaint to T-Mobile and provide with all the complaints I found on web.

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lisabug
, US
Nov 23, 2010 1:13 am EST

I cannot believe that a company like T-Mobile would tarnish its name the way it has with these fraudulant charges. They are supposed to be a respectable company with a history of good customer service. There are too many fraudulan charges to be classified as "mistakes". The way that they are handling the charges is pathetic. My bank has agreed to remove these charges and reimburse my account the $140 that I was charged. But how many people don't have that option? This needs to get national attention so that T-Mobile is forced to address these charges. I can't imagine the amount of money that they are getting away with because people just don't know about the charges or feel like there is nothing that they can do. I'm going to the media!

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Sunworshipper
Tavernier, US
Aug 04, 2010 2:32 pm EDT

I just found out about an unauthorized charge on my check card by VESTA TMobile. I have never ever had a prepaid phone or any services by TMobile and have not authorized this transaction. The unauthorized transaction put my checking account in the negative since I was about to close it and did not have funds in there. So, now I have to deal with VESTA before I can close my account plus occurred overdraft charges as well. I had to leave a voicemail with VESTA TMobile since all representative were busy with other callers and I hope someone will call me. If VESTA really believes in "A" rating and promtly and fairly resolve any dispute and issues they will get back with me asap and work it out.

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Vesta eCustomer Support
, US
Mar 17, 2010 2:51 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

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 ecustomersupport@trustvesta.com or call toll free [protected]. A representative will be glad to assist you.

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May Vee
, NZ
Jan 06, 2010 6:46 pm EST

After reading other complaints about these fraudsters; My son's account has a total of over $100.00 taken from the same fraudsters...he swears he's never ordered from them! His debit card now has been cancelled and i hope these money hungry cowards get closed down and charged big time.

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May Vee
, NZ
Jan 06, 2010 6:41 pm EST

the police and internet provider for that company needs to close them down!

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tykettto
, US
Jul 04, 2009 9:55 am EDT

Why not call your AMEX card customer service? It sounds like your card was stolen. Sometimes fraudulent charges get through, that's not T-mobile's fault. Place the blame where it belongs: the thief who hacked your card account.

You'd better call AMEX asap.

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4:33 pm EDT
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T-Mobile USA fraudulent charges

I have 3 phone lines with T-Mobile. I placed a special alert on my account restricting any purchases on my account unless its me coming into the store with valid ID to make any changes to my account. They allowed my daughter to place new phone orders 3 times. I had to call in and cancel twice the third transaction went through! Although there is a restriction in place. Now my bill is going to be almost 800.00. I dont think this is fair! I am going to transfer my cell phone numbers and just pay the cancellation fees. T-Mobile SUCKS!

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VerizonCustomer
Clements, US
Jan 04, 2010 10:51 pm EST

They do SUCK, along with there service and Customer Service. When we had them, there were so many dropped calls or no service at all. Also whenever we would call to complain or dispute an issue, everytime it felt like they were rushing us, and they talked way to fast, not to mention we can never get an actual person that speaks ENGLISH on the phone, we always get one that english is there second language. We switched to VERIZON! Since then no complaints, they are wonderful and service is EXCELLENT!

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8:13 pm EDT
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T-Mobile USA fraudlent billing

I am very to trouble you with this matter, have been a customer of T-Mobile for some time now and have been happy with your service until now.
I received my bill April 15, 2009 and was shocked to find six (6)call made to Devonshirebe and two (2) textmessages to China dated March 10 thru April 7, 2009. I emphatically deny these charges.
I immediately call the customer service to inform them of this mistake and was told since these charges were made from my phone there is nothing they could do this was told to me by Teresa ID#3829417, I then ask to speak with a supervisor I was given to Maria ID#2838053 who said she could cut the bill in half and let me pay $151.62 I told he I would not accept that offer as that would mean that I did make those calls. She promised to look into these charges further and give me a call with her findings - to date I have not received a call - not even to say she needs some more time to complete he investigation.
As a matter of principle I would like to have this matter resolved, this has made me very timid and regret the course I have taken because of this matter, before I felt very comfortable with your service that I had expanded my service with T-Mobile but have decided to forego the additional services until this matter is settle.
Sir, I would like you have one of you capable officers look into this, as I feel these calls were made by some member of the staff. Your response and settlement is highly appreciated.

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verina hunt
, US
Jan 07, 2018 9:35 pm EST

i had the same thing happen to me but Tmobile has agreed to credit my account. i have blocked international calling on my phone.

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GeneralStark
NAshu, US
Jun 04, 2009 8:24 pm EDT

T-Mobile (and just about every other wireless provider for that matter) are subject to class actions for similar acts against customers. Our site www.classadvocate.com brings all these types of lawsuits together. Click on the Product section then look for cell phone link. Good luck.

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12:10 am EDT
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T-Mobile USA not receiving pics from email

We have had the Cameo Digital Photo Frame for about a month now. At first all the features worked perfect. But now we can only send pictures via the MMS service from cellphones. The feature allowing people to send pictures to us from an their email account is not being received by the Cameo Frame any longer. I've been waiting for a response promised from T-mobile but none has come yet. This is day 4 with no response from their customer support email. There is no support online that I could find. Seems to be a glitch in their service system.

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5:16 am EDT
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T-Mobile USA unauthorized plan changes

A couple of months ago T-Mobile decided to change my plan without notification. Apparently the contract I had with them only had to be honored by me. I have a teenage daughter who is also on the plan. I received a bill for over $1000.00. I was in shock. I called the infamous 611 (customer service). This was the first of many long, exhaustings calls to T-Mobile. I asked "What happened to my unlimited texting and internet use?" Someone in customer service assured me it would all be corrected. My phone was disconnected. The next phone call to T-Mobile resulted in over $1000.00 of corrections in my favor with an apology. I was also assured that the plan would be corrected. They were sorry for their error which caused the disconnection. Now unfortunately, I am told that my original plan was cancelled because of disconnection. I must now pay 60% more because of T-Mobiles error which resulted in disconnection after they were supposed to fix their error. I am still battling with them and have been awaiting a return phone call for over a week. If I must adhere to my end of T-Mobile's contract------Why can they change it ----mess it up -----then tell me I must pay more for it to be fixed? I remind you that this was T-Mobile's error.

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jeff ratcliff
Lexington, US
Dec 22, 2009 3:19 pm EST

these people are crooks/they get people started with phones they know are going to go bad way before the 2-year contract is over and leave people with no other option to continue their service except to by another crappy phone.If you go to their stores even their managers will tell you the phones were bad and then push you to buy another one.They knew the phones were going bad and did not notify their customers to let them know or try to do something to help their customers and purposely ripped us all off for their own profit.How they get away with this is amazing.There is no help from BBB or any consumer advocate people.This should be illegal, but yet nothing has been done to stop this.IT IS STEALING, PLAIN AND SIMPLE.Then when people get so fed up with it that they quit paying to get ripped off, they turn them over to crooks like ERS for collection.And people wonder whats wrong with our country, this is a perfect example.

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DELILAHSERVOSS
Toledo, US
Aug 26, 2009 1:36 pm EDT

I know t mobile has robbed me of minutes for a year. I have to look at my phone minutes before placing a call then after and finding minutes used 3x 5x 8x more than what I used. I have repeatly called spending an hour at each tie calling, no one speaks english, they have filed 16 help tickets to find out why minutes are depleting. a YEAR OF THIS. withthem telling me no there not. after proving to them yes they are and giving them exact time they robbed me of minutes is when they said OH I see it is. now they are adding a missing payment to my bill. and my bill is 311.00 on a prepaid PHONE. WHAT. if you don't pay your bill every month NO PHONE SERVICE. I am done...WATCH YOUR MINUTES...

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Dylan
Somers, US
May 16, 2009 6:38 am EDT

I'm sorry to hear about your problems with T-Mobile and sketchy bills. To that point, I thought I'd mention that there are ways to use the internet to soften the monthly blow of the cell bill that you might want to check out if you haven't already. One blog called http://www.fixmycellbill.blogspot.com/ constantly tracks new ways to cut wireless costs and exposes shady billing practices utilized by the cell phone companies. Also, take a look at the consumer advocacy website where I (admittedly) work, http://www.fixmycellbill.com, that slashes the average cell bill by 22 percent. Through the site, which is powered by a company called Validas, we have currently audited over 26, 000 cell lines and have saved consumers over $5 million off their wireless bills. You can see Validas in the national news media, most recently on Good Morning America at http://www.abcnews.go.com/GMA/story?id=6887412&page=1.

Good luck on cutting your wireless expenses in the recession.

Dylan

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5:48 pm EDT
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T-Mobile USA harrassing phone calls

My account at T-mobile was closed on Jan. 6, 2009 and these people have turned my account over to this collection agency. They are harassing me and my mother through cell phone calls.

[protected]

Carly Dawson

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GM2000
, US
Sep 02, 2011 9:57 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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10:13 am EDT
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T-Mobile USA unauthorized charges on account

My bank statement had two (2) un-authorized charges from vesta t-mobile in the amount of $10.70 each. While I did authorize the one time payment of 26.75, I did not authorize the 2 payments that amounted to $21.40. Please refund my money to me asap.

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Da Roache
Queen Creek, US
Sep 17, 2011 7:28 am EDT

Absolute CRAP! I was on hold for a supervisor with Vesta for 45 minutes yesterday and they never answered. These are not free calls; It costs minutes on your plan. The irritating thing is how cavalier they are about the whole thing.. as if we're the idiots who don't understand whats going on. They hung up on me twice and you have to explain yourself every time to the new person and hold for another 40 or so minutes to explain your self to another person and so on. I believe that AT&T is just going to let T mobile implode and remove itself as competition. A horrible thing to do to us working class Americans in the economy we live in. Just makes you wonder doesn't it?
Maybe T mobile is too big to fail and our taxes will help them keep our money!

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Vesta eCustomer Support
, US
Jun 05, 2009 3:33 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

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 ecustomersupport@trustvesta.com
or call toll free [protected]. A representative will be glad to assist.

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1:19 pm EDT
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T-Mobile USA easy pay

When I signed up with T-Mobile, I signed up for their Flex pay program and opted to have my account automatically debited every month via Easy Pay. My billing statement states that my bill is due on the 14th of each month, but Easy Pay deducted my payment on the 12th. At no time was I alerted that my payment would be due 2 to 3 days (per the T-Mobile rep I spoke with) before my actual due date. I never signed any contract stating that it was okay for Easy Pay to deduct a payment prior to my due date. I had just put money in my account yesterday to pay for my bill due today only to find out it had already been deducted on the 12th. I did not have sufficient funds on the 12th (hence the deposit to my bank account on the 13th) so I was slammed with a $35.00 overdraft fee. Now this may not seem like a lot of money, but I am the only one working in my household at this time and I am living on a tight weekly paycheck to paycheck budget. So $35.00 means that I either have to pay another bill late and incur rediculous late charges or not put gas in my car and use my few vacation days left to call off of work (which with how poorly business is going is really not an option at all because I fear losing my job at any moment). I spoke for over 2 hours to a combination of two T-Mobile customer service reps and a supervisor. The supervisor told me that that was how Easy pay worked and that it was not a T-Mobile error so they would not debit me. After endless arguing with no end in sight I said I was going to cancel my account and never have anything to do with them again. The supervisor said "That would be fine, but you would be charged an early cancellation fee of $200.00 anyway". Goes to show how much they care about their customers. I wouldn't recommend T-Mobile to my worst enemy

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Algonquinjcalhoun
arlington, US
Mar 26, 2010 2:32 am EDT

Does anyone remember the old "Andy Griffith" show? How such a bucolic atmosphere. Aunt Bee would make pies; Opie would come home from 'a fishin'. And Sheriff Taylor would say something that would make the world right.
Then there was Otis.
Likeable guy when he wasn't in his cups. But then he would get drunk and come to the jailhouse. Lock himself in. And all was right with the world.
Kind'a like this feller.He goes along, month after month, knowin' when his money is gonna' come out of his account. But one month, when he's a kinda short, he get's a mad cause them old feller's took his money out too soon.
Makes ya feel kinda' sad.
Then ya' realize, he is a [censored]bag. He knows when the money is a bout to be sprung and realize what an ### this guy really is! So you sick Otis, in the throes of DT's, no him. Yep, he's done.
Way to go, ###, for killing Otis. Get another ###ing job, [censored]berry.

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2:45 pm EDT
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T-Mobile USA customer service

On Sunday, May 10, 2009 my family and I went to Sam's Club with the intent of purchasing mulitple cell phones. In the beginning the Customer Service we received was okay, however, at the end of the transaction it changed. We decided that we were not going to go through with the purchase of one Tmobile cell phone and chose to wait on the other 2 cell phones. Once I made the decision, I immediately retrieved the cell phone from my daughter to give back to the Kimberly Michelle Fletcher, SC Kiosks, Inc Cell phone Representative. Kimberly proceeded to snatch the phone out of my hand and slam it down on the counter. From that point on, I advised her that in lieu of her behavior, our conversation was over. Did not need her to continue to explain the charges to me. She said in a very disrespectful tone "you handed the phone to ME!" I let her know, that I just wanted to discontinue the transaction. Kimberly insisted on disrespecting my culture, race and violated my consumer rights! She continuously slammed the drawers while looking for the District Managers' telephone number as my oldest daughter requested. In doing so, she used profanity and spoke to me in a very condescending tone. Not once did I disrespect Kimberly or the other Staff members. This is an outrage. As a result, Kimberly discouraged me from ever purchasing anything else via the KC Kiosks, Inc ever again. This is very sad as my cell phone I purchased from Tmobile, the kiosk in Sams' Club in Chicago, IL almost 2 years ago. Because of Kimberly's negative behavior, her sales for the day were short of 3 possibly 4 sales. In addition, she could have damaged the cell phone by slamming it down on the counter the way she did. I would like to think that better Customer Service training is provided to all Representatives of KC Kiosks, Inc and it's affiliates. They are not only representing the Kiosk company, but the companies in which they are selling products for...Tmobile, At&t and Sprint. Other customers witnessed this behavior as well. How do you think they felt after seeing this from your Representative? Sam's Club Manager is aware of this issue and will be following up accordingly. Please advise as to what action will be taken to me and my family for the violation of our Consumer rights?

Respectfully,

Louvenia Miles
[protected]
[protected]@yahoo.com

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hbgguy11
Harrisburg, US
Jul 18, 2011 9:19 pm EDT

First off you need to learn the name of he company you are dealing with SC Kiosks not KC secondly you need to make a decision and stick with it. These employee's are mainly paid through commission so the time she spent with you selling you the phones, then transferring the info from one phone to another probably took her about an hour, then after you decided to cancel it probably took her another half an hour to reverse everything for you without being paid for any of that time and as you said other customers were there so she probably lost those opportunities because you couldnt stick with a decision like a little kid. Your consumer rights are be a good consumer dont go harassing commission based employee's and then try to get them fired because they get mad that you changed your mind at the end of a sale. You are a disrespectful customer and you have forgotten the face of your father.

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6:59 am EDT
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T-Mobile USA awful provider

Sunny singh, This guy is a big fraud. This imposter will offer you grabby deals, like cash back, waive off, early termination, no ssn... He will never say no for any of your condition, until he gets money from you. Once you are in you are done.

After one year, i wanted to change my handset. he offered me a new cell with cash back after first month bill payment. In two days he called back saying that, he will cancel my old number and issue new phone on new number. I said ok after a little waver.

Got my new phone, then i called him several times about deactivation of my old number. I was careless for first few weeks, though he will take care of it. Soon i got bill for both the numbers with activation fee and all. I called him immediately, he was not reachable first. After couple of tries he started playing his tricks deferring some how for 1-2 weeks. The 200% confidence that he is taking care of the issue, made me to wait for another 2 weeks. Some time he put me on hold and pretended that he is worrying on my issue. Then after my continuous followup he started reacting in a harsh manner. I was bolt of blues with his response. It was clear now that i am his new scapegoat.

I never called him again, i knew it was wait of time. I ended up paying termination fee and bill of second phone. Its huge amount, but it was i who trusted on this little ###.

Never trust this scoundrel.

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jessieremembers
Canon City, US
Feb 02, 2014 12:58 am EST

Sunny Singh also goes under the name Jakob TomTom Barr has scammed me out of 300.00. Once I sent over the money they deleted me and didn't deliver the page. They offered a great page for 500.00 but it was all a scam to get me to pay them.

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GM2000
, US
Sep 02, 2011 9:57 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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10:46 pm EDT
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T-Mobile USA rebate scam

I bought a Samsung Behold in Jan 2009 wich included a 50 rebate offer. The first problem I encountered was the phone was back ordered and when I ordered it was not made aware of this. When I finally recieved my phone I sent in the required information. After a month and a half I checked the status and there was no record of my submission. I emailed them and a week later got a response saying my rebate was denied because the label was ripped and to resubmit the orginal label. This was bull&#%$ first of all I sent in the bubble wrap envelope I dont even think it is possible to rip those, Second I made copies of what I sent. I asked them to send me the "alleged ripped label" and went to further more stating that the amount of people who are experiencing there non fullfillment of rebate offers in my opinion warrented an investigation by the Consumer Fraud Agency. I recieved a email back saying sorry for the inconvience and my information was being resubmitted. That was 2 weeks ago, now I recieved an email saying my rebate was denied because my service is suspended. Im not paying my bill until I recieve my rebate. I replied and told them that no where does it state that if you submit for a rebate offer and your account becomes suspended your rebate will be denied and that my when I began inquiring my account was in good standing. Enough is enough already something needs to be done about this company and the "rebate scam" the Consumer Fraud Agency needs to be contacted as well as the BBB and State Attorney General. There are hundreds of people that have been scammed, come on people its time for us to do something about this.

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Julie Mazick
Lexington, US
Mar 02, 2010 10:52 am EST

The same thing has happened to me over and over again! I am wanting to get rid of Tmobile so bad, but they have you tied to them with the disconnect fees at $200 per line and we have 7 lines. I feel trapped and very violated. They are not to be trusted!

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5:53 pm EDT
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T-Mobile USA no refund

Hi,
I'm with this company as long as i know.I recently bought a phone from them and got contract with them, they were suppose to give me mail rebate.I called the representive of T-mobile and they said it was denied because i didn't buy internet with it.Before I bought the phone they said i didn't need internet for the rebate.Now i can't change plans because they made me wait for my refund for six weeks.Now i have to say with them for 2 years or i have to pay the redicouls charges.If you are plannig to go with t mobile think again they are not supportive.

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JimenezJ
New York, US
Jan 03, 2014 12:42 am EST

At the beginning of my contract with T-Mobile I was given a fixed price that excluded the taxes and added costs that came later in my first bill ($93). Fine. I payed my bill promptly and awaited the day that my contract ended. At the end of my contract they have switched the billing cycle- first telling me that I was paying the month ahead, then that I was paying the last month- anyway charging me for an extra month and the weeks of my use under contract. They kept switching the billing cycle- that I was paying for the last month or the month ahead. Then, after speaking to reps twice and clearing my dispute they continued to send me the bill for the full month- that, according to them, was going to go into collection for negligence. This, after paying my bill promptly for two years.

(They did not even wait any substantial time to put in me in collection)

Needless to say, the reps declined to help me or give me the response that I received initially- telling me that I had to pay for only partial service before the contract expired. I now seek help in this dispute and it is added grief after having to deal with them for two years, paying a hefty monthly fee.

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BaitandSwitch
Grand Junction, US
Sep 12, 2012 11:34 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Two days ago I went in to activate my phone, pay as you go for a month to month service $87.00. For the last two days I’ve had little or no reception where I use my cell phone 97% of the time. So today I went back to T-mobile store and they said I would have to call customer service at T-Mobile and they would credit back some money. I contacted customer service and they inform me that you get no refund for Month-to-Month service regardless if the signals are not strong where I use the phone. So buyer be alert of T-mobile, if you can understand them, because no one really speaks good English.

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ISOFURIOUS
Suitland, US
Aug 20, 2013 2:38 pm EDT

My journey appears to be on the same path.
Purchased a phone on August 03 and my card was charged $145.00, the order was cancelled by them and they intercepted the package and charged my card again August 10 for another $145.
They received the order back on August 13 in their warehouse and told me that it would automatically generate my refund. Well as of today no refund and have been told that the refund can take anywhere from 3-30 days. Luckily I initiated a dispute with my bank and they will investigate and put a provisional credit on my account until the matter is resolved. But that will take 10 business days from the date of dispute.
Tmobile is awful a bunch of reps and none of them could tell me why I was charged a second time or that I had even been billed twice for an order they cancelled.

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michelle_earvin
Youngstown, US
May 16, 2009 7:53 am EDT

I purchased the Blackberry on 02/27/09 @ 9.00 a.m. via the telephone. At around 1:00 p.m. I checked my checking acct., and saw they had debited my acct for the amount of $473.57, which was almost $200.00 over the amount that was quoted to me over the phone. I immediately contacted tmobile to inform them to cancel the order because of the amount I was charged. I was charged 2 mos. in advance for services (Flex Pay), although the phone had not yet been shipped to me. I was told that the phone had already left the wearhouse and I would be credited the amount that was debited from my account when they received the phone back. The phone was received and signed for back at the wearhouse, 3/05/09. I called back on 3/05/09, and was told I would have to wait 6-8 weeks for refund and each dept. would have to credit their portion that I was charged (Sales & Flexpay). I received a credit in the amt. of $231.20 only from sales dept., and that wasn't until 4/20/09. As of today's date 05/16/09, I have yet to receive my refund from Flexpay which is $247.37. Since, 2/27/09, I have spoken to a total of 34 customer service representatives and supervisors and still no complete credit. NEVER, NEVER, EVER, EVER, purchase anything from T-Mobile. They should be charged with GRAND THEFT!

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1:13 am EDT
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T-Mobile USA terrible service

I have been with tmobile for about 6 years now and never had an issue. I changed my number in the past few months 12/08 due to a divorce. Ever since then My number shows up on caller ID's as the wrong name. I have talked T-Mobile over 12 times now and they still can not get this issues fixed. I was told today that I need to call the phone companies myself and tell them that they need to change it to read right. I'm not happy with my service and all I'm asking for is for them to release me from my contract. They still will not do this. Just wanted to see if anyone else is having these issues.

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Algonquinjcalhoun
arlington, US
Mar 26, 2010 2:40 am EDT

Yep, had the same problem...

"and tell them that they need to change it to read right"

Go to the phone settings and change the owner. Took me 2 minutes. Tops. Same for every phone.

Hope you aren't changing the settings so you can stalk your ex, or watch her every move, or videotape her having sex with other guys/girls or see her naked across the street while she parades herself in front of the mirrors beside her bed.

I didn't get sent to Leavenworth for 7 years for that. Just so you know.

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9:47 am EDT
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T-Mobile USA never had this service

I have never had service with t-mobile, I always had at-t for the last 10 years, they say i owe them 400.00 they turned me in to a collection company and never told me.they have an address from 15-20 years ago and a driver licence that is not even me..I can't see way they don't go after the person with the driver licence he is the one who owes the money not me! I guess if they can't collect from one person the go after someone else...WRONG MOVE! every one who reads this should check to see if the acount is really yours...

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Algonquinjcalhoun
arlington, US
Mar 26, 2010 2:53 am EDT

From checking your email, profile on this log, tracing you back to your house, canvas of your postman an such, seeing your Social Security number then cross checking that with your car registration and phone hookup:
Yeah, it's you. Pay the money or it will get serious. Pay up the ###ing money or Goombas will be there next, capice?
Dumb ###ing icicle. Think he can get away wit out payin. Sttoopid.

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12:07 pm EDT
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T-Mobile USA technolgy is unreliable and will cost you far more than it will save you

I work from a home office and was often going over my minutes with T Mobile. They recommended a new technolgy and product called T Mobile at home or T Mobile @ home. Through a wireless router a special cell phone would pick up my internet signal and all calls would be through the router and not create any minutes on my bill. Basically for 100 a month I had unlimited free calls. Well the first month I received a bill for 300 due to overages. All calls were made from home while sitting 3 feet from the router. I paid the bill after they refused to credit me. Several months later the same thing happened but this time for 600.00 worth of overages. I went rhough dozens of levels of service people and nobody would adjust my bill. I spent a lot of money to switch to a service that does not work and now it is on my credit. I am going to file a complaint with the better business bureau. T Mobile is a frad of a company selling technolgy that is not stable. I work in the field of I.T. so I know technology is not 100%. So I told the entire Fortune 500 company I work for in network support to stay away from them. They lost a lot of money because they refused to work with me after I tried their new technolgy. This was started in September of 2007 and I dropped them in July of 2008 and swwitched to Verizon who have been great.
AVOID T MOBILE and their AT HOME SERVICE for cell phones because it doesnt work and they will not own up to this fact.

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Update by boakeeper65
Mar 23, 2009 12:18 pm EDT

Sorry for all of the typos. As I wrote this all of the feelings of anger came back and I should have proof read it.

Needless to say a company who will not reverse a fee that is nothing but a profit for them after I spent hundreds to switch to a new phone and router etc. is not worth doing business with.

Stay clear of T Mobile and especially their At Home wi fi service because it will not work 100% of the time and when it fails they will not adjust your bill. When it fails you will not know that the call is not through the router and being charged to your phone.

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jaghorse
Denmark, US
May 21, 2009 9:10 am EDT

Same problem. T-mobile terminated my service for having the nerve to complain and refuse to pay my bill until I have service. They did not terminate for non-payment as payment isn't due for two weeks. They have been verbally abusive, combative, harassing. I filed complaints with the FCC, BBB, AG, small claims and think a class action lawsuit is necessary. They refuse to behave responsibly and terminate my service yet keeping all my money for activation fees, equipment, etc. American consumers have to demand what we pay for - service.

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10:09 pm EDT
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T-Mobile USA poor customer care/ misleading advertising

Yesterday, I heard that T-mobile had launched a customer loyalty program in which an exsisting client who has been a T-mobile customer for over 22 months would be rewarded with an incredible $49.00 monthly rate of for unlimited local and long distance calling $79.00 for two lines. Since I have been a dedicated client and fan of t-mobile for over 26 months now, I wanted to take advantage of the new rate.

Today to my dismay, I was told by CUSTOMER NO SERVICE that I was ineligible for the new promotion because I had switched my plan from a personal account to a business account 18 months ago and therefore, they were unable or should I say UNWILLING to accomodate my request.

Since becoming a T-mobile customer, I have spent well over $7, 000 in the last 2 years in phone and data plans for 3 lines. I have purchased 4 phones in that time frame and until recently, have been an extemely satisfied client. I guess that was not enough.

With all the new all you can eat rate plans from companies like Metro PCS, T-mobile must be loosing clients. With that said, and following the old business adage that it is cheaper to maintain a client that acquire a new one, t-mobile has decided to be more competitive in their rates.

But after the service that I received today, I suppose that their most lucrative clients are not worth retaining and therefore I will start my search for another carrier who can meet my needs.

So long T-mobile!

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GM2000
, US
Sep 02, 2011 10:08 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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AriesXX
Satans Crust, California, US
Sep 04, 2009 5:55 pm EDT

Yep, I like how they lie about prepaid rates right to your face. I cut and pasted this from my customer service chat online. Basically I was told it was going to be billed at .09 cents per minute NO MATTER HOW MANY MINUTES I BOUGHT. When I actually paid, I was charged at .15 per minute, and they refused to just cancel the transaction and give me back my money, equaling FRAUD! F#CK YOU TMOBILE, I can do without a cell phone if you can't offer reasonable rates.

~Carol M: Hi Wes, welcome to T-Mobile live Chat. I’m ~Carol and I will be happy to assist you. Please give me a moment to review your question.
Wes Swafford: Thanks
~Carol M: Hello Wes, For your reference, my rep ID is 1320843. I understand you want to know if you added 20 dollars to your account will you get 200 minutes?
Wes Swafford: That's right :)
~Carol M: I will definitely find out for you. I will just need a few minutes to gather that information.
~Carol M: Thanks Wes, I do you your current decrement rate is 9 cents a minute, so right now, 20 dollars would get you 222 minutes.
~Carol M: I do *see your current rate is 9 cents.
Wes Swafford: That's great, thank you for your help Carol :D
~Carol M: You're welcome.
~Carol M: Is there anything else we can assist you with today?
Wes Swafford: No, thanks

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a.customer
, US
Apr 24, 2009 5:02 pm EDT

T-Mobile customer "service" has become abusive. I had massive incoming international calls from numbers that are untraceable appear on my bill and T-Mobile insists that the charges are "indisputable" because their records show my serial number, and I have to pay them without explanation. It's Kafka-esque.

I have used them for a long time but I would NOT recommend anyone looking for a carrier to go with T-Mobile at this point.

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.

Another positive aspect of T-Mobile is its excellent customer service. The company has a dedicated team of customer service representatives who are available 24/7 to assist customers with any issues they may have. Customers have praised T-Mobile for its prompt and efficient customer service.

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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