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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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12:34 pm EST
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T-Mobile USA free airline tickets for signing up

I have done everything that was required to sign up for 2 free airline tickets when you sign up for the my faves contract. I am scheduled to fly on Feb 13, 2009. I haven't even been called yet. I have been calling T-mobile and TLC Marketing since before August 2008. They say my account has open task since August but nobody bothers to call, they just ignore you. I have never in my life seen such bad customer service and false advertising as T-mobile. If I don't get my tickets, I am prepared to file a class action suit based on this scam. This year we signed up again for another 2 yr contract and was giving a buy one ticket get one free airline ticket, and if you read about this process the tickets for one are prices higher than any airline out there. What is T- Mobile thinking, this is no way to keep loyal customers or to get new ones! I will cancel my phone service and go somewhere else.

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mmlef
, US
Sep 01, 2009 2:02 pm EDT

I experienced the same run around with TLC through an HSBC travel voucher. I never got my ticket. TLC kept promising something and in the end I got nothing. I am going to pursue some sort of class action suit. If anyone wishes to be a part please email me at mml@phillaw.com.

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vivian
, US
Mar 20, 2009 4:16 pm EDT

TLC just ###ing ripped me off and I have been trying to call them for two days. they keep giving me the run around. i am now having to dispute the charges with my bank because these ### holes do not like to call people back. this free companion flight is a scam. all of a sudden my flights were hiked up in dollar amounts and i have no clue . they keep sending me an email that says my bill but wont send the break down. it is fraud and i will not rest till i 1) have my money back 2)cancel my tmobile account 3)never use tmobile again and go back to helio.

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Dr Spock
Hampton Bays, US
Mar 03, 2009 1:57 pm EST

If you got your booking PIN just go on line to

http://www.flywitht-mobile.com/welcome/lets-get-started.aspx

You enter your pin and select the flights. I just booked 2 tickets from JFK-Las Vegas and right after I booked them I went to AA's web site and the reservation was there. It really is set up as a Web Booking process and although you can do it by mail you can tell from your results that it doesn't work too well. Good Luck

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Dianne Lowry
Allen, US
Feb 24, 2009 4:50 pm EST

We have had the same problem. First of all, it took forever to get the booking request forms. We finally received them about six months ago. I sent in the request form for my son to return home from college for spring break in mid-March 2009. I sent the request form to TLC in mid-January (they request 30 days between booking and departure dates as stated on the form - I allowed about 60 days). As stated on the form, we were supposed to be contacted within 14 days. It has been 5 weeks, and we have not heard a word! I have tried to contact them many times, and have left numerous messages to no avail.

How sad is it that the incompetence and negligence of a company has ruined the plans of a young college student to visit his family over spring break. This is a scam and both TLC and T-mobile should be held accountable.

I have read numerous stories about people experiencing the same situation with TLC and T-mobile. It is false advertising and a class action lawsuit should be filed.

We plan to cancel our T-mobile plan as soon as the contract is up.

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10:21 pm EST
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T-Mobile USA super over charges

T Mobile charges me for $3, 500.oo because of the international roaming charges, that"s what they explained, but on the bill, they used megabytes, not per minute system! And their reasoning because of the foreign control tower, that they assosciated with.!
Before the New Year 2017, I spoke with one of the Customer Service Representative, & she mentioned that my bill is very high like a $1, 000.00 so I ask her to stop the international roaming, & she said yes, so I thought that I can breath, because it stop! Would you believe that? TMobile bill arrived, and the bill sky rocket high!
Now I realize that TMobile Staff were educated to cheat the Consumer's, & I hope that, whoever who own this Company & their assosciates, they can bring their money in h_ _ _!

I asked some help from the Cosumers Complaint Department in our County to investigate it! I will do the right & better procedure. I still stay with the TMobile, not because Iam loyal to them...NO! I'll finish the contract, then I will decide, whether what is a reasonable cell phone company, because I realize, after all, they are the same!

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dominick cordone
,
Oct 15, 2007 12:00 am EDT

I have had the same bill for 27 months. This month, my bill was double. The explanation is that I went over my minutes, which is ridiculous, as I wouldn't have had time to eat or sleep with that many minutes of overage. They can show me a list of calls made, all from familiar #s, but who is to say that this is correct? I have been given $50 for being a loyal customer. I refused and asked for $100. They told me I had already accepted the $50 credit, which I most certainly did not, and said the case was closed. When I 1st saw the bill, I called to ask about it. Turns out i was (allegedly) over by 480 minutes. The ironic, and angering part, is that I was then offered a new plan w/ 500 more minutes for the same price! Is that a slap in the face or what?

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DELORES COLE
,
Oct 16, 2008 6:15 pm EDT

Was told in aug would not have to pay for motorola phone just upgrade. Now in oct I am being charged for phone of 130.00 I have asked to talk to a manager that has not happened. A manager was supposed to call back within 24hour's. That has not happened. I am very unsatisfied with t mobile. Why do I have to pay for there mistake. T. Mobile store's has some phone for 30.00.

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REP
Seattle, US
Dec 29, 2008 5:02 am EST

I know an engineer who works in the text messaging part of T Mobile. He has a site he can log on to and just by putting in a cell number, from any carrier, he can pull up that phones text history...full on messages to and from, every word. Now I can understand tech needing to see some history, but I don't see the benefit of them having to see actual messages. Plus, I thought it was not legal for anyone to access your personal messages, at least without consent. This engineer has used his access to track and down right spy on the person he's dating, as well as friends of his lovers. Is he overstepping and using his position out of protocol or policy? Is there anything to be done and to whom?
Thank you~
RP

Valerie
Valerie
, US
Oct 03, 2008 6:09 am EDT

Recently we have gotten a new phone from T-MOBILE that should have been a family plan but so I can get a bigger discount we agreed to pay 1 line as an individual line for 1 month and guess what up to now after how many months they been charging me the other line as an individual line so thats an additional 30 dollar monthly we call they always make a mistake and apologize for it. I said that feels like a conspiracy I'm losing money because your costumer representative made an error informing us that someone call for our line to be separated Are we that stupid, to call them so we will pay more, they are a big company so I am not sure if they train their costumer representative to made errors so the company earn more at the consumer behalf after all the charges that they normally add in a bill they still have to have trained people to make error and make them richer some more, I will never want to be a part of this company, its like a parasite sucking whatever it can suck, they always apologize but I am losing money for their errors, T MOBILE I AM PISSED and ALL will KNOW.

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harriett davila
atlantic city, US
Dec 02, 2010 11:47 pm EST

i want to retail store like i was told too and the store manger name dan filmore at store 484=5936 to get my computer fix i was waiting for them to get finsh from the other custumer we was ahead of me i'm upset that my computer was giving me troubleshooter messages on he ask me what was the problem while he waiting on the cusmuter and i said my computer acting up again then he said well it work when you hear in a smart way in which i don't like he was trying to embrassed me in front of other one word exchange from tthe both of us then i said don't talk to me that way so it get quiet so he finsh up the custmer he and when it was my turn he walk a way from me and would'nt wait on me all the money and loyal custmer i been i should not be treated that way and i think my race had something to did with it something need to be done because this is not my first time and other custumer i seen him treated that way and the employee too i need some one from the main office of t mobile to check it out nobody should not be treated if you spending your money the way i have thanks harriett davila please rely back

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reily
Largo, US
Jul 07, 2011 3:31 pm EDT
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A shout-out to JD Powers... I don't know what T mobile is paying you but they are definitely not number 1 in customer service... I just spent 45 minutes trying to simply pay my bill... My phone was dead... I went to pay my bill online... because I cannot remember the pin I could not sign on... they will not communicate over the phone or by email without the pin... the only way to get the pin is through a text to my dead phone, which even when turned on, does not receive and did not ever receive texts... I have no texting capabilities... I tried to explain this to the "human" I finally spoke to after 30 minutes of AWESOME automation... turns out... the humans are just as robotic as the automated system... the system does not understand "customer service" no matter how loudly you shout at it... it just keeps asking you for stuff you don't have... like your pin... kill me... the human informed me that without the pin I cannot get the pin... ok... what?... T Mobile Sucks... they don't listen and are incapable of understanding the fact that their system is greatly flawed... however,,. thanks... I am going with straight talk...

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Tony Coo
Montrose, US
Mar 16, 2013 8:33 pm EDT
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this is becoming a joke, i just came out of a 2 yr contract, so i found a nice family value deal on the TMobile site, Unlimited Talk + Text for 4 lines for $99.98 i figured why not check into it. A TMobile Chat Rep came on and offered to help me during my selection... Ilene's offer was if i would agree to a 2 Yr contract i could get Unlimited Talk + Text for 4 lines for $79.98, So i liked the offer and on 3.3.23 i agreed to a 2 Yr contract... Ilene walked me thru the process online, and did a great job... i was given an order #.. and asked to complete the application, which i did, at the end i was referred to customer care, in chatting with customer care i repeated my question by asking about the 4 line for $79.98.. I was told i was absolutely correct...today 2 wks later, i make a phone call to activate the new sim cards TMobile send me... to my surprise i find out that the deal was completely messed up and wrong, i was told the first 2 lines are for $79.98 and each additional line will cost me additional $20 per line... i am in deep shock and i asked to speak to a supervisor, as i spoke with Peter, he was no help.. so i decided to call customer care, i was told there were no supervisors available and i was promised one would call me in less than 2 hours, now 4 hours later i am still waiting... No Let me tell everyone about what i did, during my conversation with both TMobile Reps, i copied the entire conversations and saved them both... i have the transcripts and willing to fax them to any interested TMobile Director, in the meantime i am seeing a legal advice, if permitted by law i will post the entire transcript online for everyone viewing.

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tiphoney71
Birmingham, US
Jul 07, 2015 6:03 pm EDT
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I placed an order through via phone with T-Mobile. I ordered a lg tablet on the fathers day promotion. I made a payment the same day along with via email and phone verification. I received the sims cards and the starter kit, but I never received the tablet. I received a package weighing 2 pound and the documents said a lg tablet was suppose to be inside of it, but was not. I file a investigation with the company. it has now been 15 days later, and I still have not received my product. now to tell my ordered was never received and they need to place a new investigation. Does the nightmare ever stop? T mobile never again!

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Jevonne Andre
Spring Hill, US
Sep 28, 2009 7:52 pm EDT

T Mobile are full of liars and agents that make false promises. I manage a Customer Service Deparments and would never allow this form of service to be acceptable to anyone.

The problems all began when I first opened my account, at that point I should have followed my husband's advised and disconnect my service and run, but I decided to give them another chance. They put me on a contact when I wanted a month to month plan to try out their service. I was billed 2x in the first month and I was informed by an agent that this in the normal process and I would not see a bill the following month. I thought "maybe" this was the normal pratice, even though I did not see it documented anywhere in their Terms and Agreement. When the next month arrive so did another bill... by T Mobile. I was upset and called T Mobile to find out my account was not properly noted. I had to send in my statements to prove I was charged 2x because they did not see it in their system, again lies! Since I had the proof they had to credit my account. ( T Mobile account they did not give me back the cash they stole) My daughter lost her phone and decided she no longer needed it since she was being put on a better plan with my husband who had the smarts to select another carrier. I called to cancel my service and was informed I was in a contract and would get a $200 cancellation fee! I was above upset. I was upset when I saw the fee because I had called and I spoke with several agents including a supervisor and I was told since they could confirm the telephone did not have activity and they would cancel the line and waive the fee. I was then offered a plan for individual service of $39.99. I was told the plan includes night & wkends, mobile to mobile and 1000 anytime min. I needed text message so I was told I could receive all the mentioned services and text message for an additional $10.00. The following month when the price plan took place ONCE AGAIN...I FOUND OUT I WAS TOLD ANOTHER LIE. I was being charged the $200.00 for early cancellation and the price plan I decided to take for an additional $10.00 which totaled $49.99 DID NOT HAVE TEXT MESS. Ok will the lies ever stop? I get ill when I have to contact them because I know it will take me at least an hour of telephone lies to end where I started. I guess I keep trying to believe their is someone their that will NOT lie, but I now know this is wrong. I have now decided to record my calls and I want to cancel all my lines because no person deserves this form of treatment.

As a consumer I pay my monthly service for a SERVICE... not to have someone on the telephone spill out lies after lies.

I would NEVER recommend T Mobile to anyone not even an enemy... They do not deserves this form of pushiment.

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Revkm
Big Spring, US
Dec 15, 2010 7:38 am EST
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We do not live in Midland. We live in small west Texas town and commute forty miles one way to shop there. We are a family of five and each has a mobile cell phone with the same provider. We have had the same provider for eight years. Our current contract ended this month (December 10). In anticipation of the contract's end, my wife and I decided to shop around providers. So, we drove to Midland in October. We found exactly what our family needed with the T Mobile "Kids are Free" Family Plan. We were told by the Kiosk salesperson that the Kids Are Free plan goes until the end of December. This was great for us because our contract ended December 10 and we could make the switch without being charged fees for early termination. Today (December 14) we drove to Midland to switch providers and sign on with T Mobile. We got there and we were told that T Mobile had pulled its Kids Are Free offer "back in November."
I am upset and disappointed. An 80 mile round trip based on the premise that the Plan was still available. The plan would have cost us $89 per month for two years. Instead, we were shown a Plan that would have cost us $160 per month for the same services. Needless to say, we are back with our current provider at the "low" price of $129 per month.
I will never shop for service with T Mobile again. You cannot trust the company to stand behind its product offerings for the length of time advertised. Why shouldn't it suffer an early termination fee for yanking the Kids are Free promotion before the advertised deadline?

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11:19 am EST
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T-Mobile USA billing

T-Mobile is a very dishonest company. I returned a phone that simply quite working. I was told to return it via UPS in order to receive a new phone. I was also told by the rep in the store, where I returned it, that the particular phone that stopped working, had many returned by many people and had reported complaints and was discontinued by the company due to its poor quality. That was two months ago.
Today, after paying the bill and expecting my service to work I was informed that my service was suspended, because I have been charged a 100.00 out of warranty fee for the returned phone. The company states that the phone has water damage so therefore is not covered. But the phone did not have water damage, unless they poured some water on it after they received it. The phone simply stopped working. I now have to pay 100.00 in order to use my phones even though I have paid my monthly charge. I have never received anything in writing about a fee for the phone, I am just supposed to take their word for it. This company is CRAP!

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yolie
,
Oct 29, 2008 10:53 pm EDT

Was charged 2 times for bill filed compliants with customer relations & was told that payments were justified & that also if you are making pay arrangements on your account have been a good custoemr for 2 years it does not mean a thing. over drawn & is getting nsf fees

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Loneranger
United States, US
Dec 22, 2008 10:17 pm EST

They are always looking to nickel and dime. Bills never come in a timely manner, due on the 7th and late charge assessed on the 8th, no grace period. Very poor customer service, they won't give you a last name, no accountability and they never probably note your account. Have called many, many times about my bill not coming on time and it not being available online but they don't care, they just want there money or an excuse to charge late charges. There should be a law against no grace period!

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Mohammed shwani
Tucker, US
Mar 30, 2009 3:52 pm EDT

I was a coustmer For T-MOBILE on 2002 to 2003 Then I got Deployed to Overseas and i went to T-mobile Store i did a Change Responsibility and then Later in 6 Years i recive A Collection Notice from AFNI Collection For a Charge of $217.09 For T-MOBILE and i Contact them and they told is for Cancelation Fee I belive this Not True What they Did to me I well like file a Complaint to them

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HJFenton
Galloway, US
Jul 12, 2010 5:19 pm EDT

I had been a T-Mobile customer for about three years when the service I =
received at my residence began to falter. I was told to do several =
things, including switching out Sims cards and getting different phones. =
Finally I asked for the tower to be checked in my area, and was told =
that indeed it needed repair, but it was not in T-Mobile's budget to fix =
it. I was told at that time that I could cancel my account with no =
early termination fees as it was "not my fault". When I called back to =
cancel my account, I verified that I would not be charged any fees.

Today I found out that I am being charged for two early termination =
fees. (I had added a new person to my line right about the time this =
started, unfortunately.) I spoke to customer service and to a =
supervisor and was told the best they could do was cut the fees in half. =
They told me that unless there was absolutely no service in my entire =
area, they could not waive the termination fee. They had no records of =
anyone telling me they would be waived. I had assumed it would be =
logged in my account.

I am unemployed and can simply not afford this. As a matter of fact I =
have been called by employers whom I missed due to my coverage and could =
not get a hold of again, so who knows how much more this has cost me. I =
do not understand what good a cellular service is if it only works a =
fraction of the time.

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dios1982
California, US
Sep 07, 2010 5:17 pm EDT

Beware of T-Mobile, way your service provider options before signing a contract with this company.

I have been a loyal customer to the T-Mobile brand for 10 years. The company first captured my value as a customer when I lived in Germany in which I was a loyal customer of Deutsche Telecom (T-Mobile is a subsidy of Deutsche Telecom). The value that I captured from Deutsche Telecom was satisfaction and a good customer relationship. Once I moved back to the U.S. I felt the brand was still worthy of capturing my value as a customer. When I moved to an area where T-Mobile didn't have good service, I stood by the brand by getting T-Mobile at Home. This service allows you to make calls using a WiFi connection. I gladly paid the additional charge even though T-Mobile did not work with me to lower the cost of the service (that I had to use to stay with the brand). The additional T-Mobile at Home service more recently has been an additional charge on my tight budget, which was the cause of inflation and a decrease in pay just so I can keep my job. I eventually had to discontinue the service because I couldn't afford it. When my service was discontinued with T-Mobile they charged me for three additional months of use and a $200 disconnection fee and a service fee of $140. I was surprised when the service representative told me this because I thought there must of been an error on my bill. After talking with the representative I asked to speak with a manager. He connected me to the manager's line and I waited five minutes or more just to be directed to a voicemail, which disconnected me before I could leave a message. T-Mobile was a brand that I would have stuck with for life, if I hadn't experienced financial difficulties, even though I would have paid less with other service providers.

As of today I'm no longer a loyal customer to this brand and as far as this company capturing future value from me, "that will never happen in this lifetime."

For those of you thinking of considering T-Mobile as a service provider, look at what other phone service providers can offer you and if they cannot provide you with your service, then consider T-Mobile.

My monthly bill before I terminated my service was a little over a hundred dollars a month after my Boeing employee discount. My termination bill is over $600 dollars. As I told the representative, "I'll pay the bill, but you're losing a loyal customer and a customer who paid over $3, 000 within the last year of service for your service."

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chench36
New York, US
Mar 13, 2011 3:23 am EDT

T-mobile would not return my adjustment money. They said because they can only go back to 2 month in order to do the adjustment. ( i didn't see the bill because i was out of the country )I think THIS IS WRONG. They were the one made the mistakes, yet i have to pay their mistakes. Can somebody tell me what to do?

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Tashamighthave81
Boston, US
May 07, 2011 11:53 pm EDT

I have been a loyal customer for T-mobile since 2007 and it seems like they keep getting worse every time they slap all these unknown charges and make your paper bill look like it is in a foreign language I have upgraded my phone and everything was fine until my new phone was sent to me and I had a second line on it I did not ask for a second line. I called customer service to inform them they told me to send the phone back and reorder the phone so within the next 24 hrs that’s what I did exactly after a week later I had to call them and wait for hrs to get to another rep and they so called canceled the second line and I reordered my phone to the original phone line at the time the phone was on sale and I was available for the upgrade the rep he was great so I thought he said he will charge me $149.99. for the phone The next billing cycle my phone bill was over $ 400.00 dollars they have charged me for the extra phone line and charged me for unused usage charges for that second phone line and told me I should pay for it and there was nothing I can do about it I did not understand what I have been charged it’s sad that it’s a communication company that all employees there do Not have communication I keep getting bounced to another rep every time they make you hold for hours until your phone dies and hangs up on them because that’s what they want you to do this company is awful.

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slviray
Torrance, US
May 17, 2012 10:15 am EDT
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seems every 3-4 months they try to bill extra on services that i do not use nor need. it's always web access on my phone...i don't even text (have a block on that) much less use the web on phones, which is why i don't own a smart phone. had a block installed on the web access too (which i requested before but seems like they didn't) by a supervisor? named sabrina, at least that's what she said her name was. lets see what happens this...can't wait to get out of this contract and then just go prepaid.

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Last Chance
, US
Aug 22, 2012 10:12 am EDT

I cancelled my contract with T-Mobile in March 2012 because they do not serve the area in which we are now living. T-Mobile continued to bill me thru July 2012. That is four months of incorrect billing. They have acknowledged two months worth of credits but still have not corrected the credit nor refunded the credit! Customer service refuses to help me because my contract has been cancelled. Ridiculous!

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Srbouhi Sarkisyan
Glendale, US
Oct 20, 2012 9:21 am EDT

T Mobile has over charged me a $349 bill this month, we had cancelled a $17 plan and they had told us we had not cancelled it. They had no explanation for the $17 fee that they charged us which we had already cancelled. They told us that it is a 4g network but it is not 4g service. Very dishonest and they promise you many good services and once we joined they had lied to us. Very dishonest company and customer service is just as bad.

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T-Mobile USA everything

Besides sprint. T-mobile is the worst wireless provider that I have ever had to deal with. Customer service is horrible and need to shut up while lying to customers or go through extension customer service training to learn how to treat customers. The billing department will tack on charges that you have never heard of before with any other wireless provider. Every month prior to opening my bill I had to brace myself for charges that are illegally on my bill. When I would call about the unknown charges on my bill and ask for a manager or a supervisor, they were just as bad and no help. I am very upset that I had to pay t-mobile a 200.00 early out fee to to get away from the worst disaster of my life. They do not care about customers they just want out money. How about everyone that is interested in filing a class action lawsuit against t-mobile get together and just do it and get back some of the money that was stolen from us by t-mobile. If interested please email me at [protected]@comcast.net. The t-mobile customers in other states such as california did it and won. They can not continue to still from customers like this.

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Matthew55904
Rochester, US
May 01, 2009 1:27 pm EDT
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T-Mobile is a vary bad company they charge 20cents a text message on a plan with UNLIMITED text messaging they are charging 300 a month on a plan that is only 80 get the run around and nothing is dont not to mentaion the service is just terriable cuts out and drops calls constantly horriable service we now have NET10 never once have we dropped a call or have had calls cut out

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T-Mobile USA Termination Fee

I am a single mother with two kids, and my main income is talking to clients over the cell phone. Around Aug. I have made frequent complaints to T-mobile letting them know that when i continued my contract with them i expected the same type of service. The lack of service was due to a tower being down within my area, so i asked them how long will this take to get fixed. They told me about three months. I asked the customer service rep how will i continue to make income to pay for my means and my cell phone bills if i continue to experience drop calls. The person stated the there was nothing they can do and they definately will not wave my early termination fee due to drop calls. T-mobile is known for what... " fewest drop calls". I refuse to pay 600.00 for my early termination because i chose to due business with a company that works for me.

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justine mace
Leicester, GB
Jan 04, 2009 2:51 pm EST

I took out a phone on contract for my daughter, unfortunatley, she lost her job, i contacted t. mobile and was encouraged to take out a bigger contract. then realised that this was really poor customer service, and as a manager at tesco, on the non food department, it is now going to be my mission to advice anyone and everyone to take out a phone on every other contract! and the ignorant, unhelpful, smug, usless (yes, sheraz, this means you!) t. mobile customer service assistant, can go whistle. I do have to say thank you to 'amy' for trying. But please, what a bunch of idiots! and as a manager at Tesco, please go to any other network because these are the worst i have ever dealt with!

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T-Mobile USA offensive, mean, nasty, abusive, threats of violence, threats, vulgar and bigot sms messages

offensive, Mean, nasty, abusive, threats of violence, threats, vulgar and bigot SMS messages from account holder/client with phone # [protected]

[protected]
Type: Cell Phone
Location: Dallas, TX

[protected] is in Dallas area, TX
in or around Dallas, TX (zip 75207)

Exchange 214-881 appears to be located in Dallas, TX. (Dallas County, Zipcode 75201)
Company: AMA COMM., LLC DBA AMA*TECHTEL COMMUNICATIONS-TX
City: Dallas
State: TX - TEXAS
Zip: [protected]
[protected]@amaonline.com; [protected]@amaonline.com; [protected]@amatechtel.com
[protected]@amaonline.com; [protected]@amaonline.com

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T-Mobile USA - charged me twice for bill and refuses to give me a refund

On December 8th, 2008 T-mobile charged me twice for my December bill. I called on the 9th when i noticed what happened and i immediately called customer care. After speaking with the customer care representative i was told that i would have a full refund for the second charge returned to my account in 5-7 business days. i waited a week and still no money...

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T-Mobile USA tmobile customer service lies and harrasement

I am VERY disappointed in T-Mobile's customer service representatives and their lack of knowledge and usefulness. I had an invalid call on October 29, 2008. It was two 3 hour calls back to back so, it charged it roughly about $52. I had around $200 on October 28th and now I have around $2, I don’t make calls frequently. I called on that same day and spoke to a representative who said I was going to receive the credit-back within 30 minutes. Thinking that T-Mobile had great customer service, I believed him and didn't check my account balance on the next day. On December 20, 2008. I get a automatic call stating that I have a low balance and when I checked it, it said $2! So, I immediately called T-Mobile and the representative said that she and the supervisor would look in to it and listen to my conversion with the representative to see if there was any such promise. She said she would call me back within 2 hours to let me know the status. So, I wait for 2 hours and its already 12 AM so i go to sleep at 3AM. And today, I find out that there was no credit. So, I just called T-Mobile again. And, this extremely rude representative (Name: AJ Ref ID: 72441) was rude and had a very bad attitude. I tried explaining my problem but he would cut in before I finished my sentence. I told him that it was October 29 and instantly he asked why I didn't call sooner like November 1, November 2, etc... without giving me a chance to answer. He tells me, “You have time to make so many voice calls and you don’t have time to call T-Mobile? We’re 24/7.” I told him I don’t make many phone calls frequently. Then he tells me, “WHAT? You ALWAYS make voice calls! You made one today and yesterday. Okay sir. I can’t help you.” He then said that the representative from last night didn’t leave a notification. I told him to check my 6 hour call and i explained that it was invalid because the phone was on for 6 hours talking to a 1800 number with no one on the line. He told me, "You have a sidekick phone. It's impossible for any sidekick user to not use their phone for 10 minutes, let alone 6 hours. Are you telling me that you didn’t even look at the phone for 6 hours? It’s impossible sir." That rude statement was extremely mean and he tried to say his explanation slowly thinking i was an idiot that couldn’t understand. I asked for his supervisor and he kept telling me, "The supervisor can't help you, No credit will be given to you." I still wanted to speak to the supervisor. He wouldn’t for 2 minutes. I finally was on hold for the supervisor then he comes back saying the supervisor isn’t there and he checked my account and the only notification I had was from last night, that a representative would check my call from October 29 with the representative and see if he did promise me. AJ said that this notification wasn’t there when I first spoke to him and now he's saying its there. I think you should rethink about hiring people in your call center because people like AJ could send a customer like me to another service. The $52 credit that is mine isn’t worth the stress i have to deal with. And I also think ALL representatives should be REQUIRED to leave a notification of what they did BEFORE they go to the next customer on the line. Although the representatives say they do, they don’t. I’ve spoken to 4 representatives regarding this issue and all of them have lied to me. I am REALLY frustrated at T-Mobile and the attitude AJ was giving me.

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T-Mobile USA tlc worldwide marketing

I was walking in my local Mall when a T-Mobile booth advertised a free flight with upgrading my talk plan, Thanksgiving 2007. I signed up and since then have had the worst experience ever! I filled out the form and mailed it in and confirmed a call with t mobile customer service agent. A month later I received nothing and was told I needed to wait 2 billing cycles. I was advised to fill it out just in case and mail the form in again to TLC. I waited and waited! No Booking Request Form was sent to me! Spoke with TLC representative and they blamed this problem on Tmobile. Spoke with Tmobile and they blamed this problem on TLC! I was smart enough to do a conference call and had representatives from both company's blaming eachother on the phone call! Wow I was in shock to hear such incompetence at both levels! Then TLC requested that T-Mobile cellular service escalate me to Tmobile Business care! Due to every agent from Tmobile customer care requiring to do research every time and placing me on hold for several minutes! T-Mobile Business care had no over the phone support and required me to email and fax my complaint to them. I had replies on the phone and emails telling me they were so sorry! After about 7 months later and 200 free bonus call minutes and a $15 courtesy credit from tmobile on my bill, I finally received the booking request form! I then called in December of 2008 to Tmobile saying I was ready to book my flight and they transferred me to the TLC department. TLC said I could book my flight online or over the phone. Then after a few minutes of speaking with a TLC representative I was told I needed to have the booking request form in their possession 30 days in advance, that I was on an older promotion. I was just invited by my Utah Congressman to attend Obama's historical inauguration on January 20th 2009. I would need to pick up the ticket on January 19th. TLC said I would not be able to get a flight to a selected approved airport on January 19th. I am so frustrated with TLC and their incompetent customer service! They have obviously made big mistakes with my tmobile customers! I have left MULTIPLE voice messages and at times have actually spoken to a few TLC representatives on the phone but NO ONE has helped us. This has turned out to be a huge scam.

Keith Kuder
UTah

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shannon
Rockford, US
Jan 26, 2009 8:48 am EST

I am having the same issue with this T-Mobile / TLC Scam. I have sent in mutliple forms to meet their requirements to see if any tickets show up. So far I have got nothing back and no returned calls. I plan on canceling my T-mobile service if they don't compensate me for this issue. It's so frustrating!

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T-Mobile USA scam and cheating

The G1 (google phone) from t-mobile has severe problems in getting cellular or data signals and t-mobile refuses to give a refund. I was anxious to get the new Google phone and only t-mobile offers it so far. I bought it 11/3/2008 and couldn't wait to use it's data service to get on the internet. Well it didn't work most of the time and when it did it was slower than a 1200 baud modem.

After a couple days I called t-mobile customer service and they knew less that I did about the phone. So I got on the site and checked the forums to make sure it was set up correctly and still no luck. I called back later and the CS staff were still clueless. Finally on 11/20 I demanded a supervisor and they opened a service request but would not be able to get back to me for 72 hours.

No one got back to me and I called again on 11/24. I finally got and 'advanced technician' and he assured me the problem would get fixed and he would be the last person I needed to talk to. Well, it did not get fixed and I was very annoyed because I was at work and I thought this would be a short call. Wrong, and the steps I went through left me with a brick and he thought I needed a replacement and I should call from home and ask for a replacement. When I got home I was finally able to reboot the G1 and I called t-mobile again but they refused to send a replacement. I talked to a Manager who said she would definitely get my problem resolved.

Wrong again so the next day I went to Costco and they gave me a replacement. The 3G worked a little bit better but would always drop back to Edge and get so slow that the pages would not even load. I left a voice mail for the manager and never got a call back. But I got a call from a local number saying the cells looked ok in my area. I called him on 12/2 and never got a call back either. And when I got to work there was no cell (or data) service at all.

So when I called again on 12/4 I was told by a supervisor this would really be fixed for good this time. She would get all the service requests out right away and they should know something in 72 hours. What is interesting is that I have to repeat the same information on each call. They don't remember my home and work addresses and they don't remember that I get no signal so when they call my cell phone there is no answer. Even though each time I've told them to call my home number.

I got a call back on 12/11 and told them I still did not get a cell signal (no bars) at work and the cell and data reception was intermittent. Well the wrong the tickets were done and new ones had to be done. And, oh by the way, you will have to wait 72 hours again.

This was too much and I asked for a refund but was told I could only get $5 from her and I needed to talk to a supervisor. The supervisor said no to a refund for the last/first month where I've had no consistent service at home and no service at all at work. Or if I wanted she could cancel the service but I would have to pay the termination fee. I asked to speak to a manager and she said NO to that also. The best she could do was give her a message and – you guessed it – I would have to wait another 72 hours.

Phoenix and Scottsdale are large areas and there is no excuse for not having service in these areas. My prior cell phone company did. Plus, t-mobile's own web site shows the coverage in both my home and work locations to be excellent. I counted on that information to be honest before deciding to change to t-mobile. Now because of their stall tactics I'm locked into a contract. I have yet to contact the FCC to see if what they are doing is legal or not and I still have to talk with Costco to see what options are there.

I hope others learn from my experience and avoid T-Mobile. They cannot provide the cellular service they promise and their Customer Service is the worst of any cell phone company I've experienced or heard about.

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Scarlet
, US
Dec 25, 2008 12:33 pm EST

I am having lots of issues with Tmobile and TLC. First of all, I had to report them to the BBB four times before they sent me my husband's booking request form. Then they called me last week to book a flight for this week, of course I had already purchased the tickets.

Then the representatives proceeded to tell me that they do not have my husband's name in the system, I need to send them the booking request form. I have proof that TLC received the booking request form, it was sent certified mail and they signed for it three months ago.

I reported them to the BBB again and got a call from Elizabeth Powers, I left her two messages and she has not called me back.

This promotion was a scam and someone needs to start a class action. I am in the process of contacting a few class action attorneys to see what can be done. Obviously I'm not the only one having these issues. There are stories all over the internet similar to mine. Tmobile/TLC are running a scam together and all they do is play mind games by telling customers to contact the other one.

There needs to be a class action where even if we cannot get our flights we get compensated from the two year contract we were tricked to sign up for. It is now December 2008, the booking request form expire in March 2009 and TLC wants to send me another booking request from for my husband even though they signed for it three months ago. I still have a copy of the return receipt.

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Justin
, US
Jan 04, 2009 10:12 am EST

On or about November 25th, 2007 I signed up for a 2 year family plan with BOTH my T-Mobile accounts which had family plans, under a Free Flight promotion sponsored by TLC Marketing. Under the terms of this agreement I am entitled to 2 round-trip flight tickets per account, which would be a total of 4 tickets. I qualified and met all of the requirements necessary for the promotion. I went online to the website T Mobile gave me to check the status of my entry/applications and ALL 4 numbers were approved and met the requirements.

In late February, after calling T Mobile a half a dozen times to inquirer about my booking forms, I was sent 4 separate Booking Request Forms around March 2007.

At the end of March 2007, I mailed one of the Booking Request Forms in to book a flight for my brother to visit me in New York. It then took two more months and 50 more calls from me to T Mobile to finally get the number to try to book the flight. Low and Behold, NONE of the dates or locations I selected were available. I was told the travel agency/booking dept can only check three options at a time, per call and that they were unable to tell me which days were open. So, I proceeded to call numerous times over and over and over and over, only to be told by each booking agent that the dates nor locations were available. This went on for weeks. After which, my brother's availability to travel became less frequent because he had to go back to school.

After seeing that this whole promotion was far more duplicitous than it advertised when T Mobile got their customers to sign additional two year agreements for this Free Flight Promotion, I hurried up and mailed in the other three Booking Request Forms to get those names in the system so we can start trying to get SOME KIND OF FLIGHT out of it.

I have been calling and getting the runaround from all parties involved. Although, T Mobile acknowledges that I do in fact have two different account that are on Family Plans thus, entitling me to my 4 Free Flights, I have since been told by the Supervisor at [protected] that TLC Marketing says that I am NOT entitled to 4 Free Flights, only One.

How the HELL did that happen? I qualified through each number. I got 4 separate Booking Request Form. I have two accounts with two different Family Plans. How can it be decided that I am not entitled to my 4 Free Flights ALL OF A SUDDEN when T Mobile agrees that I am?

I have been told by each party I talked to that there is NOTHING they can do to resolve this matter. AND that TLC Marketing does not have a phone number to call anyone directly. If I want it escalated further, I would need to send an e-mail to: Tmobiletravel@cltsloyalty.com.

This has gone on long enough. I have not been able to redeem a single Free Flight and it is now going on One Year. I want this thoroughly investigated, AND I want my Free Flights OR I want out of my T Mobile Contract ASAP with no early disconnect fees applied, so I can go to Verizon, where Customer Service has always been their specialty.

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Matthew55904
Rochester, US
May 01, 2009 1:36 pm EDT
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T-Mobile is a vary bad company they charge 20cents a text message on a plan with UNLIMITED text messaging they are charging 300 a month on a plan that is only 80 get the run around and nothing is dont not to mentaion the service is just terriable cuts out and drops calls constantly horriable service we now have NET10 never once have we dropped a call or have had calls cut out

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nunya
, US
Feb 27, 2009 6:47 pm EST

I just got a text message from [protected] it says its coming Tmobile and my local credit union. IT IS A SCAM! If you call the number it wants you to enter in credit card, social and password information. I contacted Tmobile, their response was "We are working on it". If Tmobile was aware of this scam then why have they not notified their customers! Once again Tmobile has not risen to the occasion.

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T-Mobile USA additional charges, wrong information

I spent almost 2 hours with a local rep to switch our phone plan to a less expensive family plan for 8 lines. Then, when I called corporate T-Mobile service, I spent another hour and a half trying to get them to understand our plan change only to find out the rep had given us wrong information to begin with and our "new" plan was not legitimate so I spent more time trying to figure out what to do with back and forth phone calls. Finally, when I agreed to the final contract, the corporate service rep said, "An you know it's an additional $10 per line?" and that's when I blew up. This, also, was never explained. I was so frustrated that I spoke words in a tone I never use! I feel deceived! Information was withheld or incorrect through the entire process.

Do not trust T-Mobile's service reps!

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T-Mobile USA deductable fees

I upgraded my cell phone from a Razr to a T-Mobile Dash this pass September and yesterday it was stolen. I called up T-Mobile for support and was informed that I have to pay an insruance deductable fee of $130.00. When I purchased the phone from the T-Mobile website, it was on sale. It was $150.00 with a $50 mail in rebate. With that also, I was told that my contract will be extented for 2 more years. I pay a monthly fee of $129.00/month family package. I have 3 lines, 700 minutes/month, mobile to mobile, nights & weekends with unlimited text. I have been with T-Mobile since 2005 and have had their "protection plan" ever since and the first time I get to use the "protection plan" I am asked to pay for a deductable fee of $130.00. Does this sound right to anybody? An insurance costing more than the phone itself? T-Mobile told me that I was actually getting a good deal for the phone and that the deductable is pretty resaonable. Now lets all do the math, $150.00- $50.00 ( rebate)= $100.00 but to replace the phone through their 3rd party insurance provider, I have to pay $130.00 deductable. I asked for other alternatives and T-Mobile told me to do a "partial upgrade" and will have to pay $229.00 for another T-Mobile Dash. Either way, I will be forking out more money than I spent on the phone. So now I am stuck with a 2-year contract and no phone. Seriously! ? $130.00 deductable?!

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jmeva
Portsmouth, US
Jun 05, 2010 2:20 pm EDT

Same boat. The phone's "suggested retail" is $399.99 according to T-Mobile (found it other places for closer to $250). I bought it with a 2 year contract for $150.00. I pay $5.99 a month for insurance. The phone goes out, and I owe a $130.00 deductable just to get a new phone..? Let's do the math here.. 24 months x $5.99= roughly $144.00 + $130.00 deductable = $274.00.

Why even get insurance? I could just buy a new phone from an outside party for cheaper. ALSO, I specifically asked the Sales person when I first signed up for T-Mobile if the $5.99 was full coverage, and asked if there were any hidden fees to get a broken phone replaced. He said it was just the monthly fee, no other hidden fees to replace a phone, and none of the paperwork that I signed said anything about a deductable.

I do have to say - T-Mobile is still a heck of a lot better than Alltel, but I will probably switch to Verizon when my contract is up.

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KAMMY
New Orleans, US
Mar 28, 2009 9:29 am EDT

HERE HERE! I just left Tmobile because of the same crap! 130$ and they sent me a phone that gave out on me after 2 weeks. Including arguing with them the first week because it was already showing glitches!

This is after paying $130.00. Tmobile said they can upgrade me to a G1 with 169$. I said, so it can break and I have to go through Asurion again and pay another 130$? I'd rather invest the 169 or 130 I would be paying you for continuously poor service, or invest that in cancellation and a new phone.

At least the Iphone I can get the mac techies to fix it. Not the evil Asurions...

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T-Mobile USA flex pay refund problems

I have been waiting 5 months for two separate flexpay refunds for 2 accounts that were cancelled several days before the monthly renewal dates, yet my credit cards were charged one week before the renewal dates.

I have called twice, gotten run arounds, get monthly bills with refund amounts stated on them, yet nothing happens.

Since it has happened to two separate accounts, it appears to be not a fluke but company policy to hand on to refunds until customers become irate. How else can you explain this? This is the stuff of class action law suits, and I am going to look into this, - since I am typing this while waiting on hold for 30 minutes while some ding dong gets his supervisor�s approval to credit the first refund.

I am still needing to go through all this a second time to get the second refund? How unprofessional!

OK, so it has now been over 30 minutes on hold waiting for authorization, and NOW � I have been cut off and no resolution has been confirmed. I don�t know the outcome of the first resolution attempt.

This is most aggravating. NOW the phone relayed to someone speaking broken English with a broken phone connection. I tried to start in on the second refund request, but was unable to communicate with them. Bear in mind this is a PHONE company! So I�ve given up and called my credit card company for them to take over and resolve the dispute.

This has been one of the most dissatisfying experiences with any company. T-Mobile is a LOUSY Organization! DON�T risk doing business with them!

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brock96
Kansas City, US
Dec 02, 2010 1:10 am EST

i feel like i have every right to be angry with tmobile. They hire non americans to do there dirty work [censor] tmobile

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brock96
Kansas City, US
Dec 02, 2010 1:08 am EST

I have been on the phone with T mobile for hours at a time with no resoultion. I have been told that I need to wait for 30 days for my refund. My anwser to that is why should I wait 30 days? I f i didnt pay my bill you would shut my service off until you had payment. My bills have always been paid on time and now I want my refund on time. one hour later still the same [censor]. I have left tmobile and have gone to sprint the issues that I had with tmobile has been corrected with Sprint with in 48 hours t mobile can blow goats as far as I am concerned, the have losy customer service and there compays just sucks [censor]

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G light
Lancaster, US
Aug 29, 2010 1:43 pm EDT

all i want all my money back thats it thank you by monday

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G light
Lancaster, US
Aug 29, 2010 1:42 pm EDT

i feel like t-moble need to give back all my money back that they took from my checking account i called all day and the act like the di not know when they do i would like my money back tommorow thank you

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stacy25
, US
Nov 21, 2009 10:11 am EST

OMG I'm goin through the same. I've even attempted to get my bank, Tmobile wants additional information such as names of representatives I've spoken too? What should I do?

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T-Mobile USA - unauthorized credit card charges

I noticed a charge on my credit card statement from Vesta T-mobile in November. I have never heard of this company before and I have never purchased anything from this company before. I called Vesta at [protected] and the receptionist was well aware of the number of callers who have complained about un-authorized credit card charges from Vesta T-mobile...

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T-Mobile USA fraud and cheating

I purchased three T-Mobile To Go Phones about 6 months ago and have enjoyed their service until a ** Free Message** was broadcast to all 3 of my phones stating that effective 8/15/2006 all incoming text messages would no longer be free, now they eill be charged at a rate of $.05.

This is not as advertised on their website and Terms of Service Agreement (no Contract for TO GO service). This is a classic bait and switch tactic that should not be tolerated. As of this date 7/12/2006 they are still advertising on their website that all incoming text messages are free. This is misleading to all of their potential customers and their current customers.

Since I now have no control over who text messages me and there is no way for them to deactivate the incoming text or restrict it to an approved incoming list, I find this a blatant disregard for my ability to control my T -Mobile Phone expenses. It is not in the same realm as a wrong number to my phone because I have the option of not answering the number if I do not recognize it on my caller id. I purchased these phones under the premise and promise of free incoming messages and an understanding that I would be charged for outgoing only.

When I contacted customer service I was given a fax number and told that the reason there are no phone numbers or email addresses to go further up the corporate ladder was because T -Mobile was well aware of how displeased their To Go customers are going to be over upcoming changes. This stated directly to me by the Customer service Supervisor.

I feel that if T -Mobile To Go insists on going forward with this rate increase, bait & switch then all of the TO GO customers who are affected should be able to return their phones for a refund of the purchase price of the phone and any unused available balance so that we may seek a new carrier that will not advertise a free service only to begin charging us for this service. According to their terms and conditions we are only able to dispute this for the first 14 days otherwise it will be assumed that we agree to the new Terms. So hurry up and disagree T -Mobile To Go Customers!

I am searching for information on if a class action is possible or viable for this blatant scam / Rip - Off.

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Isabelle
, US
Dec 19, 2008 2:32 pm EST

I am having lots of issues with Tmobile and TLC. First of all, I had to report them to the BBB four times before they sent me my husband's booking request form. Then they called me last week to book a flight for this week, of course I had already purchased the tickets.

Then the representatives proceeded to tell me that they do not have my husband's name in the system, I need to send them the booking request form. I have proof that TLC received the booking request form, it was sent certified mail and they signed for it three months ago.

I reported them to the BBB again and got a call from Elizabeth Powers, I left her two messages and she has not called me back.

This promotion was a scam and someone needs to start a class action. I am in the process of contacting a few class action attorneys to see what can be done. Obviously I'm not the only one having these issues. There are stories all over the internet similar to mine. Tmobile/TLC are running a scam together and all they do is play mind games by telling customers to contact the other one.

There needs to be a class action where even if we cannot get our flights we get compensated from the two year contract we were tricked to sign up for. It is now December 2008, the booking request form expire in March 2009 and TLC wants to send me another booking request from for my husband even though they signed for it three months ago. I still have a copy of the return receipt.

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Bonny
, US
Dec 25, 2008 12:09 pm EST

In August I was offered a choice to upgrade my phone with them, but I chose to wait until they brought out there touch screen phones and was told that my full upgrade discount would still be available. WOW! Was I ever wrong! I went on the website and to upgrade my phone and the prices were more than if I was a new customer. I contacted customer service and was ever so told that since I didn't upgrade in August I missed my chance and that I have to wait 22 months for another chance to upgrade. I have been with this company for over 3 years.

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GM2000
, US
Sep 02, 2011 10:15 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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mistyblue
, US
Jul 15, 2009 6:31 pm EDT

I have had so many issues with T-Mobile since SunCom switched over to them. We have unlimited text messaging and they were charging every text message as a phone call...one month a $6, 000 bill another $3, 000 etc. Each time I called, the supervisor assured me it was straight. I had unlimited internet added two months ago and now they are saying I never did and got another whopping bill. Does anyone know if you can get out of the $200 disconnect fee since we have had nothing but trouble with them? They are incompetent!

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jgammel
Redmond, US
Jul 05, 2009 11:55 pm EDT

thats some b.s. You're a dirty rotten liar and you know it, even then if they told you that you couldnt upgrade, ask for a freaking supervisor...

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REP
Seattle, US
Dec 29, 2008 4:33 am EST

I know an engineer who works in the text messaging part of T Mobile. He has a site he can log on to and just by putting in a cell number, from any carrier, he can pull up that phones text history...full on messages to and from, every word. Now I can understand tech needing to see some history, but I don't see the benefit of them having to see actual messages. Plus, I thought it was not legal for anyone to access your personal messages, at least without consent. This engineer has used his access to track and down right spy on the person he's dating, as well as friends of his lovers. Is he overstepping and using his position out of protocol or policy? Is there anything to be done and to whom?
Thank you~
RP

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10:41 pm EST

T-Mobile USA promotional misinformation

Nov.17, 2006 while Christmas shopping at the Alderwood Mall in Lynnwood, WA, we passed a Mobile Solutions kiosk. The young men inside asked if we were T-Mobile customers. We were. They indicated that the company had a great deal on upgrades which provided two airline tickets free with the upgrade. Since we were planning a trip to Florida, we were interested. We increased our one cell phone service of one (7 years old and huge phone) to three new phones and the myfave service. Before the young man began the paperwork, we noticed that the brochure said the program was good from Nov 23-25. We stopped the salesman, who claimed to be the district manager of Mobile Solutions. He said that the brochure was in error and that the company had decided to run the program for the month of Nov. OUR MISTAKE #1 we did not have him put that statement in writing. We offered to return the next week and make the purchase then just to be sure that we qualified for the tickets. NO NEED he reiterated. We purchased. He gave us the paperwork to file for the tickets. We filed. Two weeks later we got a letter from T-Mobile indicating that they had received the airfare information and that all was in order. Three weeks later we received a phone call from a T-Mobile customer service representative who informed us that since we did not purchase the service during the three day window we did not qualify for the tickets. Silly me, I thought if I explained the situation they would understand. After listening politely the rep said she would give me one free months service just to make up for my obvious lack of reading ability (my words not hers). I thanked her politely but said that I wanted what had been promised and I requested a customer service address which she supplied. Mr Samuel Platt responded to my first letter by thanking me for choosing T-Mobile, but there was nothing he could do since I admitted that I had read the brochure with its printed dates. My letter explained the verbal promises. He ignored that in his reply. My letter indicated that since I had not altered my service in 7 years, and suddenly did a sizable update on Nov.17, he might like to conclude that our action was based upon the expectation of two airline tickets. He ignored that part of my letter also. He did indicate that as to my request that at the very least the company cancel my 2 year contract and allow me to consider other options, he agreed that I was entitled to such a consideration just as soon as I paid the $600.00 cancellation fee. My second letter to Mr Platte explained that he totally missed the point of my first letter which was that as long standing customers we were giving T-Mobile a chance to do the Right Thing. We never heard back. When we consulted an attorney she advised contacting the WA state attorney general. We filed a complaint and received an e-mail from a young man that the complaint had been turned over to him. We waited. One month later we received another e-mail from him. Since the company had not returned his calls to the working cell phone number we gave him nor to the letter he sent to the address at the Alderwood Mall, there was nothing he could do, and the case was being closed. I hope people with really serious problems do not have to rely upon the AG's office receiving voluntary contacts before they take any action. We are writing a letter to the corporate office in Bellevue WA to complain that today the company sent us in the mail a letter stating that since we are in the top 5% of their customers based upon years of service and payment of bills they would like to offer us one free airline ticket to a US city after we purchase a ticket. Our letter to Mr. Robert Dotson, or current executive officer, explains that on Nov 17, 2009 our two year contract expires and that we will take the $30, 000 we expect to pay for cell phone service over the next 20 to 25 years to Verizon. We view their promotion as salt into what to us is still a fresh wound, and proof that the company has no idea what it is doing. Possibly a little less spent on advertising television ads done by very pricy actresses might give them a little money to respond to customer service.

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12:12 pm EST

T-Mobile USA caller id not registering my name when I call out

My boss opened an account for me back in '07, the phone was in his name "Seth Brooks" & he paid for the service. I recently put the T-Mobile phone in my name & address, as my boss wanted to cancel the service. I called T-Mobile November 7, 2008 and made this change & TMobile assured me they would also make sure the caller Id will register in my name, they did explain it would take up to 72 hours for the caller ID to register my name "Lisa Lucero". I checked Tues 11/18/2008 by dialing my home phone # & the caller ID was still registering "Seth Brooks" (my boss)..I then called T-Mobile back & they said they would make sure it would be fixed, and it would be another 72 hours for this to get fixed...I called TMobile again a few days later & let them know the caller Id is still registering "Seth Brooks" name & they verified all my info again & stated they have done all they can on there end & it isn't there problem that I need to call all my friends & family & ask who their phone providers are, and the suggest I call Comcast, Qwest, Vonage Etc...to let them know they have my name registering wrong ...I then became upset & asked for a supervisor, which at that point, they put Duane rep ID#0653238 on the line with me, & he stated that TMobile has ehausted all their efforts in this matter. I feel that I have been unfairly mistreated here & demand that T-Mobile fixes this problem.

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charziee
Colorado Springs, US
Jun 24, 2009 5:27 pm EDT

I agree ... have been battling this same scenario since I signed onto the TMobile At Home service ... either Qwest or TMobile failed to port my longstanding Qwest phone # over to Tmobile and I was "stuck" with the new number given to me by TMobile.

This new number carries the name of the person who originally had this phone #. Despite 5 calls to TMobile, I am told virtually the same thing as Ms. Lucero.

It is very frustrating. It is just wrong. What to do? Short of cancelling my service (which I have had for 5 years on the cell phone side) there seems to be NOTHING.

Guess I'll change my name? LOL!

Charlotte
Colorado Springs, CO

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12:40 pm EST
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T-Mobile USA fraudulent activity

I went to a kisok in Brandon, FL. Spoke to some nice enough (although pushy) sales people. I was considering switching my cell phone service from Metro ONLY BECAUSE I was going to be traveling and did not want to hassle with the pre-purchased air time. I was told that I would have unlimited everything (which I had with Metro) including web, voice, text and picture msg and it would not cost me any more than I was currently paying!

As most of you know, you only have 2 weeks to return your phones to T-Mobile but you don't receive a bill for about 6 weeks. Guess what, to get what I had with Metro I would have to pay $168.51 for 2 phones. I think that is ALOT MORE THAN the $104.00 I was paying to Metro PCS without any contract!

I tried calling the company to no avail. They said that they can't do anything about what the guys at the kiosk told me about pricing and that their pricing is fixed. They said they COULD LOWER my bill by removing some of the features. Well, that is not what I asked for when I signed up for the service. I could lower my bill at Metro as well if I wanted to give up some of their features.

Please be careful when you're comparing companies (I guess it is OK for the T-Mobile sales folks to lie to consumers as long as they sell the phones and lock you into your two year contract). I am going to go back and talk to the manager of the keosk am waiting on a call back from my attorney!

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12:19 pm EST

T-Mobile USA awful customer service

My nightmare with T-Mobile began on October 28, 2008 mind you up till this point i have been a faithful customer for almost 8 years even through phone issues down towers and yes bad customer service i still remained faithful and hopeful that T-Mobile would go back to being a good company how wrong was i. I made the mistake of making a payment on the phone of 20 dollars on 10/17/08 and stated i would pay the remaining 140 in store on 10/28/08 rep told me fine and this was done 20 immediatley came out of my account on 10/28/08 i took a check in the store for the remaining balance of 140 in the store o 10/28/08 . On 11/04/08 i had to go into the bank and withdraw funds from my account and noticed my account was incorrect i sasked the teller to please show me my accoount she gladly did that when i noticed T-Mobile had done an electronic withdrawal of 140 and cashed my check of 140 i immediately called an the first hting T-Mobile said was ell you going to have a nother bill due in a few days so just leave it i then replied no please refund me my funds of 140 i did not authorize to have funds withdrawn form my account the rep pput me on hold stated she was putting it in the system and i should hear something in 7-10 days by the end of of the day i had occured 2 overdraft fees due this mistake on T-Mobile part that is an extra 64 dollars out of my account so now my running total that i have lost due to T-Mobile is 204 dollars i cooled down gave it a couple days and called back now i was up to 238 due to another overdraft fee (i had other checks out there for those that live in GA i had just done my emission and tag for my car) so that is how i encoured all these fees. The rep i got this day sarted out polite but as the covnversatiion went out was extremly rude she informed me that well the fees were my problem and tha T-Mobile was still researching the issuse i just wanted my funds and overdraft fees back I then asked to speak to a supervisor his name was Phillip rep ID 1049368 he was the WORST he got loud he was beyond rude when i asked to speak tio his supervisor he told me no i could not and hung up the phone i then waited and called back this time i asked strictly for a rep i got a guy named terrance rep id 0458653 he was polite and helpful. I thought my nightmare was over but it was only the tip of the iceberg a few days laater i recieve a text saying my bill is 428 of course i call now they say i never wrote a check and it was not cashed then they stated it was recievied but returned nsf mind you the check had been cashed and cleared on 11/03/08 but now on 11/10/08 they claim it was not recieved i had to call my bank verfiy that it was recieved, cashed and cleared a week prior to this now i call tmobile back give them the check number transaction number and they say we are going to investigate oh and by the wasy yor bill is due of 114 all i could do at this point was laugh to keep from blowing up . Two days pass i call t see whats going on and they tell me we need the past due amount of 114 and theat i have a past due balance of 160 i ask from when the rep starts looking he goes as far as 09/07 to find how far back this goes and he says i have no answer he states he is confused it shows this amount comes from no where but its there he transfers me to another rep She claimed to be a supervisor her name was crystal rep ID 1725093 she begins by telling me how i basically have no rifght to be upset i owe tmobile and that nothing can be done to help me till i pay them i then go through everything that has taken place since this started she then says let me see what i can do at this point im fustrated i haved lost close to 300 dollars because of tmobile i have gotten the worst customer service of my life im ready to sue tmobile for un do stress cause in the beginning all i wanted was my money back .At this point i would not reccomend or advise ANYONE to become or remain a tmobile customer i have three lines i am pulling my so in law has two he is pulling and family that has 4 lines tmobile is an awful company based on their customer service

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kiat
Adelaide, AU
Aug 20, 2009 9:43 am EDT

dont ring customer support.. you will be on hold forever, ring the source

michael.wieandt@t-mobile.com
[protected]@tmomail.net

Contact this t-mobile employee he is helpful 24/7 and can work out any of your problems. Thats his job!

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7:52 am EST

T-Mobile USA t mobile collection

I recieve a bill for afni for a cell phone bill for T-Mobil for $184.17. I have never had a T-Mobil cell phone.
I pull up the web site to find out that this is a fraud.

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GM2000
, US
Sep 02, 2011 10:04 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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Charles Patterson
El Sobrante, US
Mar 14, 2011 10:21 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Verizon is claiming that I owe a build for $1000.00 during 2004. However, I contacted the crooks Verizon and informed them that one number should be on a "family" plan. Thus, that telephone number was not suppose to be charged the exorbitant rate they attempted to do. The majority of the numbers on this bill contained the family number with someone who also had a Verizon account. I will be forwarding this complaint to the FCC and the California State Attorney General so that it will be resolved.

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JB***
Jacksonville, US
Aug 07, 2010 12:01 pm EDT

I just got one in the mail today and was also confused I have always been under my parents family plan never in my own name and just recieved a bill for 159 dollars I dont know what to do who do I call?

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jlugo
New York, US
Feb 15, 2009 9:07 pm EST

my mother recieved a letter from afni stating that she owes 309.67 to t-mobile. she has NEVER opened an account there...the letter says that if she doesnt notify the office within 30 days, they "will assume this debt is valid"...luckily for us I work for Tmobile and i will get to the bottom of this!

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T-Mobile USA In-depth Review

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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?

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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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