T-Mobile USA reviews and complaints 2
View all 704 complaintsT-Mobile USA - deceptive sales on svc, trade-in and rebate
So we switched 5 phones and added 2 new lines. The rep said we could get $700 off a new apple phone X for trading in my sons iphone 8, which was off lease and needed 138 to own. ~$600 for a sumsung 9 (which would have almost paid off her phone $627). I was supposed to get a $400 byod credit, I went and paid my phone off. Representative ended processing the iphone x and samsung 9 phones, right there, before we'd paid Sprint the final bills. They credited ($184.00) for my son's iphone 8, instead of the $700. The rep knew we had to pay the 'to own' amount. Which is why we switched, because he was off-lease and sprint was chargining $30 a month, we had to pay $174.93 to own that device. They credited ($145.00) for my wife's samsung 9, which still was on lease and needed about $627 to pay off to own. Then the rebate form was incorrect, it was going to give us $158 and had a phone number I didn't recognize. I was expecting $1100 and the iphone x to be paid off? We went to back to the store and found out that rep was from another store and had filled in that day. They said the rebate form was incorrect and they'd try re-run info. We spent over 2 hours there on that follow-up evening. T-mobile said, well we you ~$478 or so in the rebate, because they don't stack up. Now, T-Mobile says its too late to get any rebate. So I got ripped off, I paid $900 to sprint that next bill after when we switched. I paid $357 to pay off my samsung 8 phone that day (and kept it), I thought, my son paid $397.18 to T-mobile to completely purchase the iphone X. I paid Sprint $627 for my wife samsung 9, that t-mobile took that day (it was on month 5 of 24 on lease). T-Mobile credited us $300 that day and lied. They screwed up the rebate (both phone and amount) and then said that it was too late to get the rebate.
T-Mobile USA - Fraud and scam!
I was formerly a t-mobile 'Sales Support Agent.' My job entailed fixing the mistakes of other sales representatives. I worked for the t-mobile client for a year and a half, most of which I hated both my own tmobile service and the service our customers received. There were times when I KNEW the company was 'pulling one over' on people and there was nothing we were able to do about it.
Now that I have moved on from that job I find myself as many other customers are; SOL. I had a dealer line of service that was supposed to be canceled, which it was, however as it was a dealer line of service I should not have had a contract. T-mobile itself acknowledges this but they have already sent it off to a collection agency! No contract, no cancellation fee, right?
Wrong. T-mobile tells me they can't touch it because it's been bought by a collection agency, the collection agency tells me that it's not possible that I had T-mobile service without a contract. I was a rep that would do anything in my power to help out a customer, no matter who was at fault, I only wish I could run into another agent like myself. The sales group for t-mobile over the phone reps were encouraged to sell it and twist what you need to if it gets you a sale.
Reps get credit for sales even if the customer cancels it out so they don't care about letting you in on all the details of 'trial periods, ' that gets too lengthy and messy. Sell, sell, sell! We were held to standards of minimizing call times for Sales SUPPORT calls but we were to do whatever we could to keep SALES calls going. As a former T-Mobile employee (I left the company on my own) and a current T-mobile customer I would NOT recommend this provider. Good luck to all those who suffer T-Mobile.
Blackberry curve for $500+. Got home with phone and had problems, after talking to customer support we found out on of the pins in the was broken, was told to take it back to the store to get a new one as I was under 14 days since purchase. Got new phone and well it was like this: Phone would drop calls, holding down 1 (for voice mail) brings up 'invalid phone number' could only access internet with a wi-fi connection. Again back with customer support... After 4 different people having me change settings, doing resets both on the phone and using computer another bad phone, this time the 14 days was up and the phone was replaced by T-mobile.
3rd phone same issues as above. Customer service yet again, and you guessed it a another phone being sent out. New phone arrives and this time a new problem, every computer I plugged it into would not recognize the phone. Customer service yet again.
I was told at this point that after trouble shooting my 3rd phone if it couldn't be fixed I could get a new and different phone. After going all the way through tech support again a bad phone. This is where after talking to many people that I needed to get one more blackberry through them as the first replacement phone didn't count as I exchanged it at an authorized dealer and not through them.
So i stated at this point I needed to get this in writing and I would be more then happy to cancel my account, well here is where I then was told that they could not give me in writing that information. Hung up the home phone and went to talk to a friend on the bad device. This is when I found out my account had been canceled.
Back on the phone again this time to find out what was going on with account. I explained what the problem was and the representative said yeah I see that it was disconnected less then 5 min. ago. Reactivated my account and was transfered on to get the replacement phone. New phone arrives, same problems yet again. Back on the phone yet again. This time I get now that you have returned us the phone 3 times you may now exchange it for a different phone...YAY. Almost I was given 2 options for phones the 1st phone didn't have a camera or wi-fi connections and was also still a blackberry, the 2nd phone while a T-mobile phone was retail valued at $100 less then the current phone I had and a camera with less Megapixels.
While the phone I wanted was the same retail price had all the same features except the wi-fi connection. I was told this wasn't an option that I could only get the 2 above mentioned phones. Well as you can see either of my 2 options was no more then a downgrade to the current phone. Being stuck I figured after reading on website that if I didn't like my new phone I had 14 days to exchange it.
Not the case at all. So I went with option #2. Now i received the phone today unopened and wanted to exchange it for the phone I wanted, no go can't be done. I can however spend another $387.00 a discounted price on the phone I do want. the way I see it less the 90 days ago I spent over $500 for a phone that hasn't worked, and to spend another $387 to get one I want and hopefully would have worked.
Long and short of it I was promised that my next phone each time would work and didn't happen, I was told I could get the phone I wanted but when it came time to get it that was not an option, my account was canceled on me, all in less then 90 days. I wish that I could go back to 2003 when I first got T-mobile and could deal with the non red taped customer service who didn't lie to keep you backing into corners with no options but what they give you.
The complaint has been investigated and resolved to the customer’s satisfaction.
WOW! i didn't know all this about them, thank you all for bothering to comment here! I was just about to get their service, I WON'T NOW! Currently, i am with Sprint, and to be honest, I 'm not to happy there either. I used to be wiht cingular, which then went back to AT&T ... Cingular was the best. I think when my Sprint contract is up, i'm going back to them!
THANK YOU!
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