T-Mobile USA
Reviews and Complaints

You know what I did with that little situation...I threatened to go to the Media. I also contacted the BBB and pursued it with them. All the BBB will really do is mediate between T-Mobile and yourself, which is lame. If you still have not received your voucher yet, I suggest you take it to the FCC and the BBB. Also, try to get into contact with their corporate headquarters (located in Seattle). I did that and it eventually worked. Supposedly the voucher is worth $200.00, but who knows. I was sent an overnight check for $200.00 by some Corporate Consultant at T-Mobile because I told him I had connections at CNN and the Chicago Tribune and that I would spread bad press about them and that promotion. I have since switched to Verizon, but is better. All cell phone companies suck and will just nickel and dime you. Just a thought.

Dont buy any phone to a t-mobiel retailer t-mobiel has no control over them t-mobiel as a carrier must have some type of manege over them. Any we are getting a lot of scams by indian people unfortunately.

I'm sorry to hear about your problems with T-Mobile. You might want see how much you can lower your cell bill by via the website http://www.fixmycellbill.com which is powered by the company that I work for, Validas. We cut the average cell bill by 22 percent, savings of around $450 annually for the typical consumer. Even if you don't stay with T-Mobile (you sound pretty disgruntled), you can still use the service for AT&T, Verizon, Sprint, and US Cellular but again, I would recommend seeing what you can get out of T-Mobile first. For more about Validas, check out our recent feature on Good Morning America at http://www.abcnews.go.com/GMA/story?id=6887412&page=1 or in the NY Times at http://gadgetwise.blogs.nytimes.com/tag/validas/.

Good luck!

I am having the same problem. I have wasted hours on calling TLC and T-Mobile. I it highly likely that it is a scam of a major proportion. I got my phone during 2007 promotion. I was also supposed to get SAMS-club rebates which I didn't.

I paid a friends tmobile bill with card over the phone about 2months ago. I guess by doing that tmobile locks in people card numbers, because i received a charge for over $100 today and I didn't authorize it. I also have had my credit card no one else. Of course I called tmobile and they are denying locking in card numbers. But I know thats a lie. Has anyone else experienced this? If so please write in cause this has to stop!

T mobile has the worst customer care. I would not recommend t mobile to anyone. They are very unprofessional. They lie to there customers just so they dont have to deal with the issue. It seems when you call customer care the problem the customer has is never in that depatment. They will transfer you to every department. I have faxed letters, called every number to customer care and of course they just avoid me. I have reported them to the better business bureau and will let every person that I come in contact with know that t mobile are liers and theives.

i was a Tmoible customer for years and had to end my service due to lack of coverage. I went back to tmobile when there coverage area expanded. I went into the 7th street store and asked specifically for the no contract term. when coverage did not improve i tried to end my service. i had been signed up for a two year agreement with out my consent. upon talking to the manager she told me i made the mistake she did not, she doesn't make mistakes. then proceed to say "i don't lie i'm a Christian, " im not a Christian however that does not make me a liar. when i asked her not to bring religion into the conversation she tried to claim she didn't and that christianity wasn't religion. i pointed out her lie and she proceeded to kick me out of the store. I called customer service from the parking lot and was told the would take care of it. i got a bill for almost 400.00 for one line the next month. when i called customer service again i kept getting disconnected once i put my account number into the system. when i finally got a hold of someone i was told it was investigated and i was already reported to a collection agency. i had gone thru all the channels to dispute the charges and when a dispute is underway no company can report to a collection agency. when i asked to be transferred to a supervisor it took repeated requested to get to one and was told if i didn't pay the amount the collection agency would file charges. so apparently tmobile only services Christians anyone not of this one faith they don't want your business.

[protected]! this person here in doing tmobile scams on craiglist. he tells u that he works for tmobile and that he can credit the cost of the phone u want. u actually see the credit on ur acct but after 10 days it is taken off. i called tmobile and they said the check bounced! so i was confused as to y there was a check thingy there when the guy said he will jus credit it. this andrew smith guy was asking for $250 for himself for doing the favor but luckily i waited until enough time to see that he is a scammer . if any of u guys came across this guy plz dont trust him. spread the word

T Mobile sucks. It has charged me fifteen pounds a month for unlimited downloads with a fair use policy of two gigs. After the first day of surfing they send a complaint telling you that you have almost reached your limit. On the second day they tell you you have and then start to diminish the service by only letting you watch videos and listen to music before 4pm and after 12 midnight, but they say you can still surf the net. Every day after that you just can't connect to the service. When scanned the service has been switched of at the dns server and it won't do reverse look-ups. It then takes hours to get a connection and after you have a connection they keep breaking it and you have to go through the process all again. Furthermore, their measurements are inaccurate and what they say is a gig is only a third of a gig. These people are rip off merchants and you should avoid their mobile Internet products like the plague.

I am a customer of T-Mobile and have been since 2017. I would like to bring to your attention an incident which I experienced and am unfortunately forever affected and devastated with the outcome of an 8.5 hour day, with several levels of Customer Service Departments, Dash/PDA Departments and IT Departments. The end result for me is: total wipe out of back up materials on my Dell, Inspiron 1501, Laptop on contacts and calendar information. In addition to this, my T-Mobile Dash was affected by total erasing of my calendar (i.e. key business appointments, doctor appointments) and out of a total contact list of 284, 150+ contacts were �wiped out/erased� from my PDA.

I would like to explain how this happened and the experience I went through with the T-Mobile company on February 4th, 2017 from 9 am until 4:13 pm (non stop by the way) with the result of �erased information� mentioned above.

Problem I was trying to resolve: my T-Mobile cell phone had been set up with my work IT Department so the Network/Exchange server would download any entries made from my PDA, exchange Outlook entries, and home Laptop entries on Outlook (upon synchronization � which was automatically occurring throughout the day). The home Laptop synchronization occurred only when I was �connected� with the exchange work server so this was performed manually by me every morning on my laptop.

Another tidbit: the reason for choosing the T-Mobile Dash was the ability of the phone to create the key information and keep it within the phone/computer/laptop. This was highly recommended by my company. I wanted a Blackberry, they recommended the T-Mobile Dash. The unit was purchased with this in mind: all entries would be downloading automatically unto the PDA. This information was confirmed by me back when I talked to Customer Service online and via the telephone at [protected].

Upon our company declaring bankruptcy, lender, our exchange network server was discontinued. 3 days ago, I noticed my emails were not downloading nor were reminders on appointments functioning properly. Consequently, I contacted the Customer Service Department from my land line, home number of [protected], yesterday, the only day I had the morning free.

The telephone calls started at 9 am and ended in total disaster at 4:13pm.

Summary with details:

I started the process with a Customer Service representative by the name of Steven. Steven, transferred me to Jeff in the PDA Department. Jeff noticed I was currently paying $29.99 and advised me of a new plan adjustment which just recently took place and adjusted my new monthly charge down to $19.99. This was very positive monetarily for me so I was happy with this change.

I proceeded to explain the situation to Jeff and we started with the process of �fixing� my problem. I was asked to access my Windows Mobile center. The following instructions were provided and I followed them as instructed:

I was asked to go to the menu

a. Delete the partnership (existing on the device and laptop)

b. Asked to connect the cable from Laptop to Dash unit

Result: nothing, it did not work. Jeff then asked me to hold while he connected me to the IT Department. Next, I was disconnected while in the process of deletion of the server exchange�.

I once more called your Customer Service line [protected]. This time I spoke with an individual by the name of Isac or Isic (sorry for any misspelling of his name). In order to take down any information or even transfer me or go to the next step, I was asked once more these questions by him and again an offer to see if a resolution could be achieved by him. Here are the questions because I am now training and have been trained on the responses needed for the �ascertain� of the customer�s information:

1. Cell number

2. Last name

3. First name

4. Last 4 digits from SS# and I would correct them all to ask for pin number since this was a process Jeff explained had been put in place now at T-Mobile. I would mention this to the new individual and they would acknowledge this was true

5. Asked what the problem was so they could see if they could help

6. The problem (synopsis) was explained and the entire process

Unfortunately, none of the conversations prior to Isac, had been entered as notes within my account nor mention of prior telephone calls with Steven and Jeff.

Isac, after having me again explain ONE more time the problem, stated he would need to transfer me to the PDA Department. Again, I was placed on hold and once more the disconnecting occurred from the department.

Notation: My home number works fine and the disconnecting was not originating from my land line�.since for the rest of the day, I was talking back & forth with various departments.

I once more dialed your Customer Service Department [protected]. This time, I am asking for ID#s so I may track the phone calls, to whom I spoke with and be able to provide facts at a later date with the experience I had succumbed to, by �lack of service or knowledge�.

The individual I now spoke with was Regina ID#[protected]. Again I was asked questions 1-6 (mentioned above) and again, Regina had me go through the entire process from the Mobile Device Center to conclude the same: nothing solved and beyond her knowledge. She then stated it was not a T-Mobile problem, it was the manufacturer�s problem and she could not do anything about this. She then stated she would transfer me to the manufacturer of the PDA. I requested a telephone number so I may contact them directly should the line be disconnected. Regina provided me with the phone number [protected].

Upon connecting to this department and Regina leaving the telephone line, I spoke with a Chris. He was surprised at my being transferred to Blackberry because they were not the manufacturers of the HT unit (T-Mobile Dash). He offered to assist me in locating any information (i.e. telephone number, website, etc.) yet could not find any posted on the internet.

Chris was kind enough to offer to contact T-Mobile himself and explain the problem and how I had been also transferred to the wrong telephone number and company. He obtained a live person by the name of Brittany, who in turn transferred me to a Tiffany ID# 0732319. Questions 1-6 were asked once more. At this point, I was asking everyone for their names and ID#s so once more, I could keep track of all individuals affecting my PDA and laptop.

She after reading the notes on my account and after hearing all of my explanations once more, was not able to assist me and asked for me to hold (once more) to be transferred to someone who could assist me.

I am was now speaking with a Tech by the name of Sophia ID#0955010. Who again asked the questions 1-6. Again, I was asked to go through the Mobile Device Center and the partnership was deleted once more and the rest of the process followed once more. The process was unsuccessful and all kinds of problems are now occurring with the synching process. I was again asked to hold for a transfer to another department and individual with knowledge to review my problem and provide a resolution. Again, I was disconnected.

I again called your Customer Service Department, [protected]. Again asked questions 1-6 which were answered with a disgruntle from me since I was tired of this verification having to take place for the transfer from Customer Service to the PDA Department to take place. Luckily, I got transferred to the department this time without any mishaps.

I now was speaking with Phillip ID#1220211 around 12:30pm now. He walked through the entire process of Mobile Device Center process of �synching� with the PDA and all steps necessary for this to take place. Errors occurred again�..he then asked what version of the PDA system the unit had and upon verifying it was version 5.0, asked me to start all over since 6.0 was the version he was familiar with and would work better with Vista. Again, we started the process from start to finish. This time, the emails downloaded yet we still had problems with my Calendar not updating. Once again we restarted the entire process once more. We uploaded the 6.0 and restarted again. By this time, it is close to 3:00pm or so.

Phillip went into explanation that the exchange server was a requesting for the exchange server password because the exchange server was �inputted� in my Outlook. He proceeded to show me where and instructed me on how and that needed to be done. I deleted the Microsoft exchange server so I would not get asked once more any passwords or any other information necessary so we could move to the level needed for my Dash unit. The synchronization was taking place and was slow in the process so we agreed he would hang up and call me back within 20 to 30 minutes or so.

After we disconnected each other, I entered into my Outlook account so I could review all of my emails and respond to them until our next telephone conversation. This is WHEN I DISCOVERED all of my emails contained with the Microsoft exchange folder, in my inbox, which had been downloaded and existed in my laptop archive, had disappeared and my contacts which had been updated for the last 2 years had disappeared as well. The only existing information was my contacts from several years ago AND the ones existent prior to 3 years ago�NONE of my current entries, appointments, and contacts existed within my database/laptop.

Of course as you may understand, I lost it. I was a basket case since I relied 100% on my PDA and my laptop database as my �MEMORY�. I could not verify any information on the PDA since this was �synching� with my PDA. I was panicking now: what if I lost all of the information and all of the lost information was transferring now to my PDA via the synch and I was losing all of this information as well. I was devastated, panicky, destroyed and totally hysterical at this point. My business relies 100% on appointments recorded as I am a lender AND I have a small business focusing on client relations!

I waited patiently for Phillip�s call and was waiting for the sync to finish. Upon the sync finishing, I double checked my PDA and fortunately for me, ALL the prior information still existed within my PDA yet the information was non-existent on my laptop. Of this I was somewhat relieved since I still had access to �my mini memory� and could keep all of my commitments and had all of my complete contact information and database �SOMEWHERE�.

Phillip called again and I let him know of my problem. He was very apologetic and offered to transfer me to another layer of another Department of IT to solve my problem. I really was not confident at this point yet trusted once more T-Mobile would know what to do.

I was now transferred to Marcel � who stated he was from the 3rd level of IT departments of T-Mobile in Kirkland/Redmond ( I cannot remember which of the two locations). He also stated, upon my requesting this, he did not have an ID# since the 3rd level IT did not have these, yet stated his extension was 14137.

I again replied to questions 1- 6. I must say, Mr. Dotson, I am now questioning any processes anyone employee is asking me to do and this also upset Marcel as well. I explained the danger of this point of ANY ERASING of information because my PDA now was the ONLY source of information for my business and my contacts � the only one who now had remained intact. He reassured me after my cautioning him 6 TIMES and I did not apologize for this, that he better know what he was doing and I was also sorry for questioning him but I had now spent the entire day with various individuals and conclusion: totally messed up laptop, Verizon emails not functioning properly and my PDA the only source of accurate information for this.

I was very ADAMENT in questioning his skill and his assuring me the information from my PDA would not be altered or affected. The PDA was the ONLY source of information which I needed as a Lender and again for my business. He assured me several times, he knew what he was doing. He was a little miffed by my doubting his ability�..

We again hooked up the cables and once again started the process of �synch�. I was now double checking everything and at one point noticed my calendar on the laptop changing. I was alarmed by this and told Marcel. He assured me this was good.

Upon the synchronization, I was asked to look at the PDA for information downloaded for both the Laptop and the PDA.

ALL OF THE CALENDAR INFORMATON HAD BEEN ERASED! I tore off the cable and still was not in time to stop the deletion of 150 new contact entries I had previously entered on my PDA. WHICH HAD BEEN THERE BEFORE! I was now irate and told Marcel that I found it unacceptable and was devastated and had explicitly explained the ramifications of any errors and he had assured me earlier, he knew what he was doing. Now he had the audacity to state it was not his fault!

He wanted to transfer me to another representative and I said I had spent the entire day with T-Mobile reps, lost appointments, lost money today and now had another appointment I was not missing: a date with my husband at 5pm for the Sonics game. He said if I could not stay he could have someone call me. I said I needed someone to call me back tomorrow, February 5th, at 7am. This would be the only time I would be available.

Marcel again stated it was not his fault and we should never have selected to update the contacts�within the Mobile Device Center. He said he was trying to help me but I now was not available for the problem to be fixed. Mr. Dotson, I hit the roof! I demanded for someone who knew what they were doing to please call me back today, at 7am. And hung up after an assurance from Marcel that someone would without fail, call me back tomorrow, at 7am even if another manager on shift.

Mr. Dotson, although the Sonics lost against the Chicago Bulls, this �break� in the 8.5 hours or so with T-Mobile and disastrous outcome was exactly what I needed at the moment. I apologize if I could not stay any longer on the telephone BUT quite frankly I was DEVASTED with the results!

Today, February 5, 2017, no one from that department has called me back and it is 9:40 am. I did place a telephone call again at 7:15am, with Customer Service Department at [protected]. I spoke with a Tisha ID#[protected]. I was asked once more to provide answers to questions 1-6 or else she could not help me. I was upset and demanded to speak to a Manager level. Again, Tisha stated she needed questions 1-6 answered. She only understood 1-5 and corrected me that the pin number was not a choice or question they asked and that the 4 last digits of the SS# were needed. I re-trained her, after providing the 4 digits of my SS# and was finally transferred to the floor Supervisor, Rachel ID#1120204 in Texas Call Center.

Rachel was super sympathetic and promised to provide help via her Floor Manager and she would personally put in my request for a Manager to speak to me and would call me back with a name & ID# of the individual who would call me back and try to assist me in finding, if possible, solutions for the mess T-Mobile Departments had created. She called me 20 minutes later and provided the name of the Floor Manager in Texas Call Center: Silvery � she did not have an ID# because had forgotten to ask. She apologized for this. She was also kind enough to provide a fax and email for the HQ and your name as the �top dog�.

In the meantime, via the internet, I searched for all of the Executive Officers names, so this letter and the experience and devastating results, would be brought to the attention of someone with �power� to fix, apologize, fire, anything which would avoid this type of inefficiency and destruction of other clients� information from happening again.

The information is lost permanently on my PDA and on my laptop. EVERYTHING has been erased from my PDA and I am hesitant now on doing ANY TYPE OF sync on the PDA or the laptop.

Should you have any solutions, I am more than happy to listen since I have lost everything � there is nothing else to lose.

My clients, my business, my income has been affected in a way which is unforgivable and has had and will affect my salary and client relationship and my being to cal back clients when the contact information has been permanently erased from both databases for the next who knows, months!

I am at a loss for words�.outside of this letter. I have been having major problems with T-Mobile these last 2 years but this incident = the worst in my entire business career (20+ years)!

I look forward to a reply from you and your company. I also look forward to any resolutions which may exist.

I called customer care center and suspend my account and all the lines under this account. I am told there will be just $10 charge but they charged me regular monthly price. When I came back to US. I noticed that and called TMobile. They offered me $25 deduction from my next bill. And it happened again on March. They cahrged me when I was out of US.

They apologized again but I am really dissatisfied and find this website from google to post my complaint.

I have had nothing but the worst experience with Tmobile and Asurion.
In March of 2017 I upgraded to a family plot to add my fiancee. He started a new JOB where he needed to know the roads so we chose to get him the Tmobile Tap which has a navigation system, we were excited he could have a nice phone plus has nav. for his new JOB. My fiancee wanted to transfer photos from his ancient phone to his new Tmobile Tap phone but the only way we figured he could transfer them was by sending them to me with his ancient phone and then once i had recieved all of them he was going to place the sim card back in the other phone and i was gonna send the pictures to him so he could save them and have them on his tmobile tap. We were at the food court of the mall while we were doing this and he was still sending pics to me ( it was taking awhile), we chose to go home and do it since it was gonna be a long process once we reached to the car he noticed he had forgotten the phone on the table where we were eating. We went back talked to security and the information desk and all we could do was leave our number and wait for someone to turn it in. We called a couple times hoping the tmobile tap would be turned in. I called tmobile after awhile and questioned if we could have it replaced tmobile said ofcourse! since we had insurance on it, it was going to be fine. I never knew we had to go through another company to get this claim started. I called in about a month after this happened and Asurions system was down so they told me to call back tomorrow since they couldn't view any information and they really couldn't do anything about it at the moment. My fiancee and I havevery busy schedules – he was doing well with his JOB so he wasn't needing the phone straight away. last month(July of 2017) he realized that he needed the phone and besides we were paying for the insurance. So I filled the claim online then at the end it said claim could not be completed. I was very confused as to why and chose to call it in. I talked to a rep. and at first were very nice at the end they assumed I still had the phone and was just trying to get a new one! WHAT IN THE WORLD! I can't believe this I clarified what happened and the rep said i had 30 days to file and that i knew it. I never recieved any policy papers. When I bought the phone I place insurance on it for a reason – my fiancee's JOB is labor and i knew a touch phone could be hurt what if he dropped it! I additionally questioned for a supervisor and she did not give me any answers to any of my wuestions just kept repeating that they could not replace it! I DON'T KNOW WHY, I AM STILL PAYING FOR THE INSURANCE. MY FIANCEE HAS NO CHOICE BUT SO USE HIS ANCIENT PHONE! I have a reference number which is [protected] the supervisor's name is Kahmisha. She truely did not know how to answer my questions. I am just like everyone else who unfortunately gets stepped on by these companies! Like who can we talk to to get this resolved do i freaking have to sue them because at this point I will not only sue them becuase I am mad but becuase tmobile gave me fake information and i never recieved any policy ALSO! beucase it is unfair to all of us who support these companies by getting services from them. We are the reason why they are so huge! why do they have to step on us like bugs and give us fake information. I additionally have flex pay, the first time i went in and got it was beucase i did not have any credit and the tmobile rep. told me it was only a one year contact which i was excited about not that i call in they tell me it is a two year and they do apologize for the FAKE! information but it's two years! SO I JUST LIKE EVERYONE ELSE FAKE FOR THIS INCORRECT/FAKE INFORMATION! That is so incorrect! Honestly, I trust them enough to believe in there word if they start with this what else are they gonna trick us with? I am not going to rest until this is solved because it is unfair and i am sure I am not the only one that has this occured to them. No matter what i say to asurion and tmobile they really dont care because really I am a small person with no voice and they are the huge companies! well i dont care this is so stupid that i have to do all this in order to get my issue fix. No matter what Everyone thinks NO ONE SHOULD EVER GET TMOBILE OR GET ASSURED BY ASURION. Most of my friends and clients usually go for tmobile becuase it's CHEAP. But, i will no longer talk excellent things about tmobile with them i will let them know to go with another company as they are the worst company ever, from assuming the worst from my issue to giving me fake information!

When is T mobile going be be off the market ! poor customer services, poor coverage and unethical business strategies . T mobile customer services do change your contracts without your knowledge. Stay away from T MOBILE for real Be very afraid

In December 2017 I called TMobile as my husbands Samsung that was about 3-4 years old was not working well. No surprise there. I called to order a new phone and was talked into purchasing the useless SideKick Slide. When I purchased these phones (talked me into one for myself) there was NO mentioned that I had just entered into a 2 year contract! They also didn't mention that in order to make the phone even marginally useful we would have to sign up for an internet plan. We had been month to month with TMobile for years and I did not want to enter into a contract that costs a small fortune to get out of.

Within 6 months the track ball on my husbands phone stopped working apparently a common problem, they did give me a return code to get a refurbished phone. I had just paid a lot for a new one, but hubby decided to just stick his sim card into the old phone and deal with it. Yes we hate the slides that much!

It was when I called to have his phone replaced that they sprung on me that I was the proud owner of a two year contract. I was livid.

Fast forward to September of 2017. My friend who is on my contract, yea I know BIG mistake, got a new boyfriend and went over our 1000 minutes. No problem she will pay it. I could not find the per minute charge anywhere so I called customer service. Another big mistake apparently.

The CS rep, Anna, had a plan that would save my friend $8! For one month only increase our minutes to 1500 family plan. I was ADAMANT about not getting stuck with a contract on her line or my kids and explained my ANGER over the SideKick mess. I told her it was bad enough that I was stuck with these junky until 12/9 and DID NOT want to be stuck with a contract on the other 2 lines. I was assured that would not happen.

I'm sure by now you have figured out the rest of the story. I called on 12/31/08 to discontinue service on these 2 lines and was told I verbally agreed to a one year extension on 9/3/08. I do not know how an employee in good conscience after hearing how angry a customer was about being screwed into a 2 year contract could document that I agreed to a one year extension.

I talked to several other people that day including Kim in Customer Relations (what a joke!) and her supervisor Alex who were less than helpful. I asked her if it made ANY sense that a customer who had expressed such ANGER over being suckered into a 2 year contract would say... 'yea sign me up for another year on a service that is marginal at its best'. Her response was Anna documented that you agreed so we have to TRUST her.
Of course they will trust the person who is trying to get a few extra bucks by extending a contract. I would have just paid the overage and went on with my month to month contract. I've been screwed by TMobile once again and didn't even get a kiss.

You would think that after about 6-8 years with them waiting for the promised 'better coverage areas' that they would not treat you like this.

I decreased my plan to 700 minutes, dropped caller tunes, unlimited text etc.. I had them block the text message so it can't be used at 20-25 cents a minute. I have emailed them, as per instruction of Alex, because all they want to do is 'make me happy'. You've got to be kidding. In my experience when emailing TMobile you get the automated response and then in about 1 in 5 emails you may get a response that does EVERYTHING but answer you complaint or concerns.

Thank heavens I have been able to warn off at least 5 people about TMobile and apologize to the ones I encouraged to sign up during my first year with them. Here's hoping I'm forgiven.

T-Mobile was never known for great service, but what they lacked in spotty service they made up for in really good customer service. I use to sell their phones and I must say they had the best free phones, plans and incentives. I use to defend them to everybody that complained. I have the service now..I've been a customer for a very long time, but I can tell you all now that T-Mobile has got to be the worst company around. They don't appreciate their customers, they hire the worst customer service reps, their service sucks..(lots of dropped calls) They're very rude to the point of cutting you off in mid sentence and even yelling. I am very disappointed in this company. I've been grossly overcharged and I feel I've been riped off by them.

I have been a customer of T Mobile's for 15 years. No more! My phone was stolen. I reported i and assumed that insurance would cover it and was told I would receive a call.. After 3 weeks, i called back when I got nothing but a suspension of service for a phone I already reported was stolen. I was told that I had not reported it to the insurance department which btw is not a department but a third party company. I was still charged for the 3 weeks without a phone they failed to provide. THANKS T MOBILE~~~~
My daughter and I had taken 1, 000 pictures a week or so prior to the theft. T Mobile told me there was no way to retrieve them. This was false. Apple told me that they could have been backed up if T Mobile had not given me misinformation. Once the phone died after being stolen, the pictures were lost. THANKS T MOBILE.~~~
Tech support told me I could trace the phone but somehow I was locked out of my account, which they NEVER fixed and admitted they gave up. The phone is a total loss. THANKS T MOBILE ~~~
When I was transferred to the insurance department, the woman told me that she wasn't sure if the email she was sending me had a claim but was not sure if it included a number I could call Back regarding the claim. i was also told that I could not use the insurance when i changed carriers. I paid for it, but it's a benefit solely for T MOBILE. I'm living to be a customer of T Mobile's by now. THANKS T MOBILE~~~
When I paid the amount of $106 so I could get to the other departments, after 30 minutes of complaining about T Mobile's failure to follow through with phone replacement, the CS representative asked me if I wanted my payment confirmation to my phone. YES THE PHONE THAT HAD BEEN STOLEN. THANKS T MOBILE~~~
This company is so compartmentalized that you cannot do ANYTHING WITHOUT another dept's involvement. THANKS TOMBILE~~~~
A POX ON THEIR HOUSE.

I read the reviews of various Pay As You Go plans before I got my mom, who was coming for a visit from abroad for about 2 months, a cell phone. I did notice that several people were claiming that T-mobile was "stealing" minutes but the majority of reviews were positive and my previous experience having a regular phone plan with T-mobile several years ago was good.

I got my mom a $50 card with 400 minutes thinking that this should be enough. The minutes were gone in less than a week. I was a bit surprised but I figured: ok, she talked on the phone a lot.

I went to the store to refill the minutes and the store clerk suggested that I get FlexPay My Faves plan, so she can call for free her favorite 5. I got 600 whenever minutes, free nights and weekends and Faves for $49.99 (plus taxes and surcharges, etc. - $66.71 all together). I figured that this should hold my mom.

A few days later (including a weekend), i checked the balance and to my shock saw that 143 whenever minutes have been used up. Plus there were 39 My faves "free minutes", all together: 182 minutes. Now, my phones has a registry and according to this registry there were 107 minutes used total. The majority of calls were to the Faves.

I called the customer service the first time around 11 pm ET. I have to echo others reviewers: it was the WORST customer service experience that I remember, even worse than Time Warner (and I hate those people with passion, but at least they are not trying to cheat you). For some bizarre reason, somebody at t-mobile came up with an idea that if you say the customer's name after every two words, that will somehow be pleasing to the customer - believe me, it is EXTREMELY annoying, especially when your complaint is not being addressed in any reasonable, making at least remote sense, way. By the time the customer service rep started telling me that my phone can not be used with My Faves (after their own store suggested this plan and set it up in the store), I lost patience and asked for a supervisor. The supervisor, of course, was "on another call." I was promised a call back within 30 minutes. I asked the rep what should I do if I don't receive this call. After assuring me that i WILL get a call, she said that I can call back and say that she is a liar.

As you can guess, I did NOT receive any calls within an hour. I called back and immediately asked for a supervisor, explaining briefly what happened. She rep asked me to give her 5 minutes to try to resolve my problem. I gave up, although it was already after midnight and I have to get up around 7 am. However, when she started reading my contract back to me, I almost lost it. Her supervisor was also "on another call." I told both reps that I will join other people online who talk about stolen minutes and customer service quality and will be writing to the BBB but I do need to get the problem resolved.

At 2 am (and I did explain to the first rep that i was on the East Coast), I received a call from the first rep's supervisor. She did make an attempt to explain what happened to my minutes: it was "due to engineering problems" that my minutes were not correctly credited to the Faves. Her explanation for more than 60 minutes discrepancy between the total number of minutes registered by my phone and T-mobile calculations was even worse - but at least she tried. She said that the calls are rounded up to the next minute (which would require at least 60 calls to accrue the extra 60 minutes. I didn't have any strength to fight at that point (around 2.30 am). She told me that 50 minutes would be credited back because they were supposed to be My Faves minutes and she gave me another 50 minutes for my pain and suffering(my words, not hers).

I couldn't deal with this issue anymore for a few days and I did get a land line, so my mom now makes most of her calls from that line.

Today I decided to review the minutes usage to make sure i actually got the credit and to make sure that nothing fishy is going on. The data I found on their site was for the first two days. I called customer service to find out if I can get this info some place else. I was told that i can NOT until the end of my billing cycle.

As I promised T-mobile, I AM spreading the word on the net. I will be writing to the BBB when I get more time and I am seriously considering writing to the DA to see if they can open an investigation into what appears to be blatant and brazen consumer fraud.

I have been trying to place an order through T-Mobile using my consultant discounts and it has been everything but pleasant. I was told that i would have to go into one of the retail stores and that i could not use my discounts, i tried calling the company to help me, and they were unable to, so i decided to call the person who handles the business affairs between t-mobile and mary kay. apparentaly he telling them to resend the phones doesn't matter. UPS had admitted to losing the phones but they simply refuse to resend me the phones although they have been told and authorized to resend the phones that UPS openly admitted to losing. the last time i had this poor of a service was with Sprint PCS. i have been humilated and embrassed because i've had fax a copy of my id and my social security card just to get the phones delivered and have been unsuccessful with this. after today, i willing not be suggesting this company to any of my friends or family, because i would hate for them to go through this same type of treatment.

Thank you. I am looking for a family plan and saw t-mobile seems lowest $ if clalls are in fave 5. Seeing this report of customer service will allow me to spend my nights and weekends doing something else than speaking with cs for hours on end. Useless cs reps usually take me to some level of rage!

I registered and was approved for the free flight program. The date to book travel was extended to June 17, 2009. I called at 9:00 a.m. that day and was told "all circuits are busy, call back later". I continued throughout the day (perhaps 40 to 50 times and received the same message) I never made contact. At 4:00 p.m. I called again for the 50th time and I was put on hold (your call will be answered in the order it was received). I was on hold for 61 minutes and my cell phone went dead. I received my bill from T-Mobile and they charged me $25.00 for that call. I was credited that amount when I called them the next day and was also told that the promotion ended and that T-Mobile has no access to the travel line, blah blah...I must have called the customer care dept. a dozen or more time and spoke with manager, directors and it became so frustrating that I ended up crying on one call. My complaint is that due to the volume of calls that T-Mobile should have expected to and is responsible to take measures to handle the customer calls. I have written to customer relations and if I do not get resolution, I am going to small claims court. THEY SIMPLY CANNOT GET AWAY WITH THIS.

im having the same problem. they sent mines back saying everything had to be different. im waiting for my booking form to come i have a few days left so i was going to ship it overnight delivery. they keep saying ppl will call and they dont. im so frustrated like is there a way to sue or something? this is not right!

I had trouble getting my reservation form (they said I activated my phones past the Thanksgiving 07 weekend deadline - not true). They finally sent the form, I sent it back in late November 08 with three different destinations, 3 different dates and have heard absolutely nothing. I hope some attorney is getting this together for a class action lawsuit. I'd join.

I have been on the phone with the TLC Conceirge line every 2 weeks for the past year. My first booking requests for received by them on April 6th. I had them delivered requiring a signature. That set never got entered into their system at all. After MONTHS of being promised emails to managers I finally got my new booking request forms in October...and I of course immediately sent those in. In December I called because I still have not heard from the agent. They say I did not include a departure date on one of my 3 dates. I have copies of everything that I sent in and yes I had all the correct dates. When I told her how aggravating this has been she informed me that she has no record of me ever calling. THEY DELETED ALL OF THE NOTES FROM MY PRIOR CALLS! Why would they do that other than they knew they were in the wrong. I'm sure I'll never receive my flights as promised.

This is a scam and I do hope a class action gets started! We do not deserve to be treated like this! Do a Google search for TLC Marketing and Free Flight program. This is not the first time they have put consumers through this. There have been other companies (such as JCPenney, and Levi) that have offered this flight program and their consumers have had as many problems as we have. TLC has designed this progam to be as cost effective as possible...at our expense!

I too am having the exact problems. Also I have a Family Plan, means 2 tickets right? Well, they are saying that I only get one. For over 3 weeks I've been getting the run-around. When I did try to book a flight (before I realized I only had 1 ticket) they wanted $86.00 to fly from MD to FL. $25 is for booking the the rest is taxes and fees? Really? $61.00 in taxes and fees? I could get the same flight thru Expedia for $146.00. It's a scam. To fight back I made a complaint with The BBB (Better Business Bureaus_http://www.bbb.org/online/consumer/default.aspx) and also e-mailed my local TV station. I also plan to e-mail my local Attorney General's office. If you want to do something, do the same. I would love for national shows like 20/20 or 60-Minutes to report this. Complains (other than in boards) in mass is the only way to stick-it to T-Mobile. The Class Action Suit is a good way to go. See above.

I, too, am having the exact problem as everyone else here. We submitted our booking request form in mid december. We've called countless times, and we get absolutely nowhere. I started a yahoo group for this issue so we can all help each other! And, if necessary, it organizes us better in case we need to start a class action suit. Here's the link: http://finance.groups.yahoo.com/group/rippedoffbytmobile/ please join! We have more power if we organize ourselves.

This is so ridiculous! Something has to be done about this! All the stories are the same and guess what? MINE IS EXACTLY the same! They keep telling me to wait 5-7 business days and this has been going on since AUGUST! I've had it! I understand that they are trying to get new customers but guess what TMOBILE this is NOT the way to SCAM people! I have been with TMOBILE since 2004, re newed my contract for 2 yrs because of this and now I'm stuck with a contract until NOVEMBER 09 and NO TICKETS/ NO FLIGHTS! Someone has to do something!

I too, renewed my contract through T-mobile in November of 2007. I thought I was getting a great deal and have an account in excellent standing with them. I was purchasing my sister a cell phone for Christmas anyway, so I took the opportunity to get the second account because the promotion allowed for 2 tickets.

I got my booking form at the end of March with no problems, but didn't receive hers. It took hours of calls and frustration to have someone finally figure out that she had only been set up for a one year contract instead of two. As a result, the system didn't automatically issue the form.

I finally got not one, but two "replacement" forms in September 2008. I made plans to go to New York in January. My sister was living in NYC when the planes hit and has not been back since. This is the only way we could afford to go, and it is definitely not just a getaway trip. Remembering how long it took just to get the forms, I made sure to keep the originals myself and send photocopies to TLC via certified mail. (It's not like they'd notice the difference, all they sent me was a standard letter with a tracking number.) The return postcard shows they were received and signed for on 12/15/2008.

Surprise, surprise I haven't been contacted by a booking agent yet. Further, per their agents, TLC was closed for the better part of two weeks during the holidays. It is now January 16th and I called for the final time this morning to try and get this resolved. I contacted TLC and was greeted by the rudest rep yet who said he couldn't find anything under either name despite the fact that every other rep could locate them. He said he had no supervisor available and when I asked for the supervisor above that person that they weren't there because they'd "taken a long weekend".

Each time I spoke with anyone who actually assisted me in either TLC or T-mobile's customer service department every person told me I'd done everything correctly. I work in a call center for a major online travel company and have heard every excuse in the book for people wanting to cancel their reservations. As a result, I am extremely careful in booking travel plans and always read the fine print.

Nowhere in the contract does it say that they have any blackout dates where they won't be processing requests. It clearly states that I will get a call from a booking agent fourteen CALENDAR days after they have received my forms. It is far past fourteen calendar days and business days even if you subtract four days for Christmas and New Year's.

The final call I made was to T-mobile in a last-ditch effort to get my tickets. After the regular rep cold transferred me to the wrong department, a sympathetic supervisor named Angela waived my entire bill for February. That was nice, but it still doesn't help my tickets any. I figure the best case scenario is that I call on Monday and hope they do something more after I advise them I've already sent complaints to the FCC and BBB and that my attorney will be sending a demand letter. Wish me luck.

I started the TLC free flight process last July. I filled out the form and had it returned and said I needed to do it again because it wasn't done right, just as I was getting ready to mail it I got a call from them. They wanted to set up my flight and said oh no need to mail it now we can do it over the ph. but every date I requested had no seats free...I picked dates in the middle of the week, on the weekends, to different cities and no luck . So I was given a # to call when I could figure another date...haha I work for the school system so that means set vacation time until this stupid thing expires in March and as we know any school holiday is going to be a blackout date in their book... So I started calling again in Dec. to get tic for Feb. no calls back from TLC...the wonderful concerige (sp.) haha tells me they can only me email them. I call again on Xmas break eveyday and am told TLC hasn't checked email..I look up TLC's # which concerige doesn't have and call to find out they are closed for 2 wks for holidays! Thought only the schools did this? I call concerige back and they are shocked, they were never told TLC would be closed! RIGHT! Well Ashley that I was talking to was nice and spoke to her super..I was told I would get a call by Wed.(1-7-09) from TLC..NO CALL so I call Ashley today again..well NASTY RUDE Bill answers and starts chewing me out like this is my fault! I ask for his boss and sit on hold for 20 mins and then told boss can't do anything ..I said I want to talk to boss BRIAN and he finally gets on the ph and said he is Ashley's only boss and never told her to tell me I would get a call by WED. cause it is a 5-7 day wait! So I am at the waiting game again...then they want to talk to me about my sisters tic? She doesn't share a ph or any lines with me how can they do that? HEPA LAW! I said NO I am not calling abou that... SO anyone that wants to file a class action I am on board and I know my sister will be also! We both got stuck with 2 yrs of service cause of this scam!

I also received a promotional deal with tmobile last november 07, for the free flight! I'm begining to think that this promo is fraud! I too have had countless times of talking to reps who don't seem to know whats going on. I sent in the forms and activated two accounts within the guidelines and only got one voucher. Everytime I call they say they don't have my husbands name on the list. Then they check out his phone number's activation and say that he qualified and will have to do a business inquiry and get back to me in 7 - 14 days. Then no one calls back! So I am stuck doing the same thing again. I left a message with a supervisor in the "concierge" department and another inquiry is supposed to go out today. I am at a loss of what to do next. By the time I get the second voucher there will be no flights left and flights have to be booked by March 31, 2009. This seems like a scam. You would think there would be a class action suit with all the complaints I have seen on the internet. If anyone has any phone numbers please post a comment. The number I have been calling is [protected]. What can be done about a fraudulant promotion? I wonder if anyone has received an actual flight through this promotion.

Beware T Mobile and virgin mobile and possibly many others.
After downloading a so called "FREE" mp3 ring tone maker from tmobile I received a text message that I will be charged $9.99 every month for subscribing to Jamster, not even a minute went by and this text came through, I called T Mobile and they said they would refund my money and block Jamster for me at a premium of $4.95 if I want that service too, I said are you kidding me! How could this have happened I said! why and how could I be charged for this, he sounded very nervous and said it's a third party sir but we have ways to block them and refund your money and not to worry it will be taken care of this time, but next time you should text in capital letters STOP in the message and it will be blocked. I hung up because I was to frustrated to talk and started searching for answers on the Internet and found that there is a class action law suit against tmobile for Jamster and other products and many people complained they had been ripped off and that TMOBILE and Jamster and others are part of T Mobile. Folks ITS A SCAM! plain and simple. I hate the cell phone companies to the point that I don't even want one now. These people are low life ###

http://sfbay.craigslist.org/sfc/mob/1960402692.html

Goes by Kyle Grayson now. I almost fell for it, until he asked to be paid by Western Union.

The same thing happened to me with Nikki Ortiz, but instead the Craigslist listing was out of Pennsylvania. I wish there was a way to get in contact with her to get my money back.

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.

Every time I tried to schedule a flight, it told me nothing was available. I extended my contract until [protected] & 11-19-2010 for Both phones. I've been with them forever and I am considering leaving them because they failed to fulfill their part of the contract!

so what's the news on the law suit JPear? I need to jump on the bandwagon.

Mr. Wosterman has discontinued his listed e-mail address.
The web site's email is also unlinkable.
I want to know how to proceed filing with BBB or long beach, CA district attorney.
There is plenty of us scammed to make enough noise.
add me to any list or class as a plaintiff if that occur.
Basta of so much greed!

esolorz218@aol.com

ABOUT THE SMALL CLAIM:

If I am to file a small claim, against whom should I file it? (T-Mobile or TLC Marketing)? And what are the relevant info I need to submit? (Address etc.)?
I have never done this before, so if any of you have, please help me and give some info..

**UPDATE UPDATE UPDATE** - April 2009

I just spoke with a few class action lawyers, and all of them specifically said the same thing...Class Action WOULD NOT BE POSSIBLE UNLESS we could prove every single person followed their original Terms & Conditions of the voucher(s) they sent out. NOW, with that being said, those T&C's were a bit funny (I deal with T&C's for a living) and they were a bit gray. So, the best thing to do is contact the Attorney General's office of your state, AND file a small claim against them. I know for me, that is what I am doing RIGHT now. If anyone is California is experiencing this problem, feel free to contact me and we can do this together. I hope this helps.

WOW, I am sooooo happy that I am not the only one who has had this problem. I am not even going to reiterate everything, because EVERYONE on here knows what I am going through! I have been experiencing this problem for a year now as well. And it's just ridiculous! Especially with that Teresa woman from TM's "Executive Response". OH, and I also contacted the Presidents office when all of this first began, and his secretary at first was "helpful" but really didn't get anything done. Does anyone live in Seattle, I say we wait outside the corporate office with signs and try to get his attention. BUT, I am allllll about the class action lawsuit! Someone let me know if there is one of those going on!

same story here - many hours on the phone with both tmobile and tlc - endless promises and no action.

I sent in my booking request form in the time stipulated and have heard nothing/seen either. I smelled fraud. I have a few lawyer friends who may be able to shed some light. I would like to know if anyone hears of a class action lawsuit and will gladly join.

http://reports.bosbbb.org/Boston/Public/Reports/RR/Report.aspx?i=102351

Look at all the complaints, I recommend everyone file a complaint and contact the media. Look at this article: http://promomagazine.com/contests/0901-tlc-free-flight/ Very interesting how TLC tried to do this scam to the Dockers promo.

Add me to the list as well. I received a booking request form from TLC and it expires 3/31/2009. I sent in the request form with three departure dates and my destination. Two weeks has come and gone and I have not heard anything from them either. This is ridiculous! I think its a disgusting thing for Tmobile to team up with a company that is obviously a scam and sending people emails and booking forms that are just a waste of paper. I seriously plan on doing something about this. If anyone finds a resolution or files a lawsuit, I'd like to be included. I'm going to try and look into a lawsuit here on my end. My email is lizwins00@gmail.com

Do you people out there know out there that if you purchase a phone from t-mobile and you do not discover that it has a defect immediately that they will not replace it with a new phone.

I purchased one and it had a glitch in the text messaging part. Not something you pick up immediately.

I took it to two separate stores who could not figure out what the problem was the second one told me it was definitely defective and to return it. I went back to my original store of purchase and was told they would not replace it but would send me a refurbished phone in the mail. I said that I just wanted it replaced with a NEW phone and they said it was not their policy. Today I received their replacement which was all scratched on the screen and had little white spots on it. I am assuming it had been hit or dropped. I called their customer service and was told that they absolutely would not replace it with a new phone it was not their policy. If I cancelled their service I would have to pay the $400.00 for early cancellation.

Call me crazy but is this not abuse to the consumer. How did all this happen and why do we let them get away with this kind of business practice. I am just letting everyone out there know that think before you use T-Mobile. They do not have the customer service that you think they have.

I have started a plan with T-Mobile about Dec. 11th 2008 I have had 3 TMobile branded cell phones fail on me and can not get a one of them replace by TMobile. After many calls to tech support I have now learned that all account notes from the first phone failing are now missing and replacement will not be honored. I have been waiting since Dec for a replacement. Also my Fave 5-s were changed incorrectly by a tech and I lost a lot of minutes due to this issue. The best tech support could do was give me a one time hook up of 50 minutes. I am highly pissed. I run a computer company and rely on my cell as the main line. I have already lost 2 big contracts and have tons of clients of mine pissed off at me because I keep telling them my new phone is on its way. I was also told my new phone was on its way when I first called in. Every phone I have had so far and that's 3 in a row, have not been dropped they do spaz out and reboot when they want tell me no network coverage or no sim found when ever they feel like it. I need this issue fixed. I would like to know how you got 2 years in a row JD POWER best customer care award and now I am treated like no one cares. I run a business I need reliability. I am starting to look like a fool to my customers cause I am trapped with this phone for the next year and 1/2. I also call tech support just about every day to try to fix these issues and nothing is what I get.

2 weeks ago, I paid 30 bucks asking for changing to the $30/month plan with 1500 talk+text. but it seemed that they did not change the plan for me, just put $30 into my account, just like "Paid as you go"..
It cost me money when I made every phone call or text..I talked to the dealer and he said "it is ok, do not worry, it will change tomorrow.."

Last week, my phone could not make any phone calls or texts, and I dialed "#999#"..oh my god, $0.04 left..they have not changed the plan for me..
Then I came to one T-mobile store in Manhattan last Friday (Black Friday), and they told me that there was no any plan in my account, only "paid as you go"..and it has run out of money now...They sugguested me to go back to the original T-mobile where I asked for this plan service and talk to them...otherwise, I had to pay another 30 bucks for this plan if I still wanted to use it..
From Saturday to This Tuesday, I have come to T-mobile store in Sunnyside (46st, Queens Blvd) for 4 times, the problem was still there, every time they used all kind of excuses to avoid to admit their mistakes..."I have to ask my manager first, he is taking care of his baby now...come here again tomorrow".

On Tuesday, the dealer asked me to talk to their prepaid staff on the phone and the guy told me that "you have used up all your minutes...in 1 week"
Then I asked them to print out my phone bill and so I can check how many minutes I have used...but they said "No, we can not do this for you..."
If I have used up all the minutes (1500 minutes) in 1 week...I think I have called Jupiter or Moon every day...

The most funny thing is the dealer in the store kept telling me "sorry, it was our mistake (the prepaid staff did not change the plan for you)..but I can not help you here, I have nothing to do now..."..He showed me the system in their store and tried to comfort me...the system did not say I have used up all my minutes and in fact, nothing happened...1500 minutes remaining...
and he dial #999# on my cell phone, it still shows $0.04 left (Paid as you go), not "minutes" left (Plan)...

How come one T-mobile said there was no plan in my account (only "paid as you go") but the other said I have used up all 1500 minutes of the plan?

How come the dealer in T-mobile said it is their fault but can not help me? Am I the one who forces them to make mistakes?

How come I got the phone bills and reports before but now only "sorry, we can not tell you how many minutes you have used"? maybe because T-mobile does not admit their fault.

what a great service of T-mobile..

I will cut the T-mobile now, today T-mobile maybe only lost me one customer, Tomorrow the second...

and I will suggest my family and friends to quit T-mobile...I will tell everyone what happened...

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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To Whom this may concern i have a proublem with your tmobile cells phone we try out your phones for about a month or longer and we have call you people so many times that we cant get no services on the phoneswe couldnt call out or even send out any texting we would be an trouble if we had to call 911 because we wouldnt beable to call we want to send back your phones as soon as we can with no charge at all your company got into my account and took 200 from my checking please return my money to my account i have told u people alot of times that i couldnt get no service on the cells phones many of times and you wouldnt listen now im telling you all once an for all im sending back your phones and i want my money put back or i will get intouch with who ever i have to i want my money and every thing off my credit from you company thank you Mr and Mrs Thomas Stafford

I had a similar situation with the threat of a $400.00 fee made by Tmobile and terrible customer support experiences, too. They were AWFUL to deal with. After my contract had ended, I was told that I couldn't get out of it because I "went online to tmobile.com and signed up for another two-year contract". Lies! Horrible lies. They had no proof of such a thing and wouldn't supply me with any either. I fought for over a month, threatening legal action up the wall, but it wasn't until I discovered a list of phone numbers and e-mails of "higher ups" on consumerist.com that I finally got some resolution. I spoke to Pancho Hall, at [protected], ext. 3418039 and had my Tmobile account closed once and for all. It was a migraine and a half though. I don't have any enemies, but if I did, I wouldn't recommend Tmobile to them. Never ever.

They stink!

T-Mobile simply has NO customer service. Hopefully someday they will have no customers.

I have been a T-mobile customer for 4yrs. THEY SUCK ! I HATE being HARRASSED by their computer calling my cellphone at random times, including early in the morning and late in the evening.

The "service" is marginal and overpriced, it takes 15 minutes or more "on hold" to get a human being on the phone, but --

I'm calling them tomorrow, and giving them 1 week to decide if they want me to keep paying these damned HIGH BILLS of $80 or $90 for the very SMALL amount of time I spend on the the phone.

If they refuse to insure that I will not be CONTINUALLY HARASSED SEVERAL TIMES PER DAY if my payment of the bill is late

I'm quitting them.

F*ck t-mobile.

T-Mobile has outsourced their email customer care to a company named NCO. NCO's center in Nanaimo, British Columbia, Canada has been where ALL your emails have been coming from for a long time.

Now they have sent all the emails to the PHILIPPINES! Get ready for your email and webchat customer care to be coming from Filipino people! HAHA. I thought T-Mobile would never go offshore? They do through NCO. You thought your customer care was bad before?!

T-Mobile has outsourced their email customer care to a company named NCO. NCO's center in Nanaimo, British Columbia, Canada has been where ALL your emails have been coming from for a long time.

Now they have sent all the emails to the PHILIPPINES! Get ready for your email and webchat customer care to be coming from Filipino people! HAHA. I thought T-Mobile would never go offshore? They do through NCO. You thought your customer care was bad before?!

They are worse now in 2016. I think they are getting too arrogant, since they have been able to gain more customers from other carriers due to price. After being with T-mobile for 12 years Iam leaving them. Their customer service is horrible, incompetent, rude. I moved from a personal account to a business account in March and asked them to close my personal account. Still has not been done, everytime I call they say its all done, I should wait for the next bill it will show all the adjustments. Its not the old T-mobile I know and frankly I have had enough. Good bye and good luck. We need more competition.

I had T-Mobile [protected], and I had an extraordinary large number of dropped calls. I let my contract run out, then disconnected by service. I ended up getting 3 "final" bills. I paid each one. When I got the third "final bill", I called customer service and complained. Customer service was very nice on the phone, and she assured me that this would be the last final bill. A month later, I got another "final bill" for $30. I was so mad that I did not pay this one. I never heard another word from them until 3 years later I was turned over to a collection agency. Now the bill is $300 because of interest.

The customer service from T-MOBILE are bad. They are nasty, ignorant, disgusting in their attitudes in how to treat customers on the phone. They take way too long on the phone and they are like taking a coffee breaks while on the phone .And connecting to other departments is all wrong .They do not know what they are doing .And they need to take manners in how to treat customers with respect.

Well, i recently came to a point where i am paying partial payments about $100. a week. I made my arrangements. Well come to find out the last payment was logged in incorrectly and because they did this it cancelled my phone . For $180.83, I said really the arrangement is there set up i don't know why the last payment was set up wrong. After talking with customer service, finical department and supervisors Ruth # 22088 and Ugenia #107907 all said they couldn't restore my line because i owed $180.83, when there customer service did it wrong.
Ugh, I was on the phone for a good 3 hours to only be told there policy change and even though my payment is set up, it cant be restored because it was cancelled, I SAID WOW, who cancelled it they said they did. I SAID SO YOU COULDN'T Call me . I have been with T Mobile since 2006 and now that this happened I' ll look for a new provider .
You know; I have never seen such horrible customer service until now.
Shame on You T- Mobile Staff. FYI - this is why your losing business, I know this because All my family which is 13 of us, only 2 have T Mobile, AND NOW I'LL BE CHANGING IT.

Sandy G

Please do NOT ever sign up for T-Mobile. I consistently pay $150 per month (double my service plan). I'd appalling that they charge $0.35 per minute for calls! I could call Europe from a payphone for that f-ing price.

I've been stuck with these scam artists for two years due to contracts. You better believe the day my contracts ends, i'm moving on.

On top of the ridiculous charges, their service representatives are rude, unhelpful, and unforgiving. Not the way a company should do business in my opinion.

After being a loyal customer of T-Mobile for over four years, I am ending my loyalty based on the rude and irreversible experience with them this June, 2008.

A phone which my brother had purchased and then changed his mind on, was shipped to me at my PO Box. I refused the shipment as I was instructed to do and then waited, and waited. Only to find that the
phone had been sitting in the US Postal Office and not returned as I had thought. (That is the separate issue with our postal service.)

The phone was finally returned to T-Mobile, the box had never been opened, the phone never used, never even looked at. Then after paying for my actual phone and data services, T-Mobile was requiring me to pay for this phone that they had just received back. Instead of refunding my bill for the full amount which is $214.00, they are asking me to pay this amount, now, that's right, after I do not have the phone at all!

My phone service has been disconnected by them for nonpayment of this phantom phone. Yesterday, I spoke with 4 reps at T-Mobile, one of whom named Gabriel, (they are not allowed to give last names) hung up on me. I never used profanity, did not raise my voice, etc. I simply asked if there was someone else of authority who could help me. No one was there that could help me, of course. I was informed that this was the T-Mobile policy, even though this was the first time I had heard about this policy.

What is most irritating, aside from being so rudely treated, is that real customer service is a thing of the past. You are not right anymore, by any means. You, as a customer, seem to have no real value as a single unit in the big sea of consumers. And customer loyalty is no longer deemed valuable or necessary. Unfortunately, I still have a glimmer of hope that maybe one of their competitors will offer me this and renew my hope. I certainly hope so.

I do still believe in staying with a great product or service for the long haul, if they are good and consistent. For instance, I have been a member of Bally' s Total Fitness for 20 years now, that's right, 20 years. So, when I do find a good one, I stick with them.

But, I now will not recommend T-Mobile to anyone based on my experiences. In fact, I will do the opposite, and will warn anyone who is ready to contract with them not to do it. Hopefully they will change, but I doubt that very much.

So, today I will shop around for a new service provider. I hope I will actually get service, the good and loyal and consistent kind, that is what I am paying for after all.

I ordered a phone from tmi wireless six months ago, roughly, and it was delivered, according to the fed ex people, on the porch of my house. Well my house does not have a porch for one. I called tmi wireless and notifide them that I never received the phone and I also called tmoble because I was told to call them too. About a month and a half later I received a bill for $600 and some dollars after I was told that it was going to be taken care off. They even send out two more lines out to us to replace the one we never received. At this time I was told that a fraud form was going to be filled out and a check was made on the numbers called on the missing line and my current lines and they found out they did not match yata yata yata. After this I moved. Recently I had my tmobile dash stolen so I had to replace it with another phone and so I did. After I spent money on new equipmet I went to add a line to my contract, for my daugther, and I was told that I could not beacuse I had a high balance. I called again and my current acount had a credit of $21 but the missing phone bill was still on there and now it was $800. I called again and T-MOBILE said they where going to do a fraud check again beacuse they had nothing that said they ever did one. Five days later I called back and and they said that the check came back and that the carges had to be payed by me. On a phone that I never received and I told the person that I wanted them to transfer me to another person that could nelp me and she got very rude and long story short they interupted my service until I pay this bill. I work hard and keep my bills up to date but I refuse to pay for something I did not do. And in fact something that I reported from day one. That phone should have been disconected and those calls would have never been made. I dont know if this will help but I'll get it of my chest.

Your company is making me run with this!
TO: 3 More3 recipientsCC: 3 recipientsYou 3 More
Hide Details FROM:Brenda Newell TO:robert.dotson@T-Mobile.com jim.alling@T-Mobile.com kelly.spindle@T-Mobile.com CC:larry.myers@T-Mobile.com john.birrer@T-Mobile.com ExecutiveResponse@T-Mobile.com Message flagged Friday, August 26, 2011 3:02 PMMessage bodyTo whom ever will listen,
I shared an acct. with my daughter an she informed me yesterday that we were about to go over on minutes with our cells. I am the acct. holder so they told her I would need to call and add extra even thou she is authorized to make changes to acct. So ok I call in and I'm told the plan we are on does not allow for this and told we would need to change to another plan, Rep says she will get me something better for around the same money since that is a concern of mine. So while on my home # I call my daughter on cell and inform her since her acct. also and she is not happy. But while on the phone with both the rep says with our old plan we could not get any discounts but new plan would allow discounts on new cells which I could care less about, but huge selling point with my daughter. Since last year she had to pay full price for her cell and now she is looking to get a new cell for the video calls since her and her boyfriend are in the military and he is in Hawaii this made her jump on board. But when she tried to look into a new cell was informed the plan we were put into also did not allow for this. So I call in and figure this was a mistake but am informed not a mistake, no discounts on new cells with plan we were placed in. I am not happy since that was reps selling point to us and main reason for going into it. I request to speak with a supervisor because I do not think it's right to mislead people. Pritty much supervisor says the same and all she will do for me is switch us back. I feel the company should have issued a discount for a phone for my daughter since it was what we were told. So I inform supervisor that I am not wanting to be with this company due this. So I request a manager and while on hold she comes back on and says she does not have a manager available but she was in the process of switching me back which I informed her that I did not give her permission to do so and to please leave my acct. alone at this time til I speak with a manager. Which she did. About a half hour later I get a call from a Steven whom I did not feel was a manager. I missed the call since I went to the restroom and he left a message just stating to call back into call center, which I felt was not very professional and should have given me a number to call him back or he could have tried me back. So I again have to call in and in the mean time my daughter is so angry that when she got out of work went to local t-mobile and got her own acct. with a new # and a discounted new cell and was told at office that she could have me call in and do a change of responsability and cancel my acct. & bring my # to her acct. So that is what I requested and was told my daughter would need to call in and do the change of responsability since it was her new acct. before they could cancel my acct. to get my # switched to hers. So she call in and is told that I have to cancel my acct. first before they can do the change of responsability. So then I'm told they will first need to switch my acct. back to old plan and cancel the plan with the 2 yr. contract that I was put into earlier in the day and a supervisor would need to do this. So I am told they would have a supervisor do so and call me back. So at 10:00pm last night I am still calling in 3 more times and told that a supervisor should be doing this as week speak and to just wait for a text and then call back in and cancel my acct. So in the end no one ever did anything last night and I get to start again this morning. So I call in and a rep had a supervisor change me back and rep says she had to now cancel my acct. due to the plan I had and the new plan my daughter got did not allow for my cell # to just be switched over. In the meantime the rep says she needs to speak with my daughter to get the ok for moving # to her new acct. My daughter ok's it and also calls me and says she is also on with another rep and that everything is allset with the change of responsability and I would not loose my # but would have to get a temporary # for 24 - 48 hours til my [protected] was switched over, which for the 3 time a rep is also telling me same on my call. I had also cancelled my daughters old # [protected]. So I call my daughter a couple hours ago and ask her if they gave her my temp # and she could not remember them giving it to her. So I have to call in again and ask if they have a temp # for me yet and they check and said one was never set up on my daughters new acct. and that I would have to wait 60 days in order to get my #. I now have requested a manager to call me back since I was on the phone again with a superivor and was told no one could do anything for me. He was Timothy B. id 4836213 so I requested to speak with a manager and was lied to and transferred to his coach Tyler id 4836072 which did not make me very happy at this point and was also told the company does not have an Executive Office # by both of them. He has assured me that he put through a request for his manager Veronica M. to call me back within 72 hours. Which I have explained that I live alone with my 6 yr old and do not know anyone since I am still new to Arizona and need my cell. I just can not believe that this company had to put me and my daughter through this. Your company has given us so much incorrect information and I was trying to suck it up since we have no choice. But seriously the hoops that T-Mobile has put me and my daughter through and the company just acks like your doing us a favor.
I do plan to foward this e-mail to anyone I can find in hopes that someone out thier might agree that it is uneccessary to put people through this.

Thank you for the time it took you to read this,
Brenda Newell
My daughter Kayla Boisvert

I’ve been a faithful customer of T-Mobile for six years and our contract is up in August of 2013. Lately the customer service has been very poor and they’ve been very unaccommodating . I’ve called numerous times and have spoken with numerous people and it’s been a very unprofessional experience. The customer service reps and managers have been very rude. My nieces phone has been dropping calls, battery life is poor, etc. and I decided to take the time to read reviews on the phone. It turns out that the phone has been poorly reviewed by numerous people. All have had the same issues.

On 9/20/12 I spoke to a few customer service reps asking what some of our options were. They said they could offer a discount for one month but that was it. I told them that that wasn’t good enough that we’ve had major issues with the phone and we’ve also had major issues with customer service not being flexible and providing good service. I told them that because of the repeated issues that I’d like out of the contract without paying the $200 early termination fee. They said that it was not an option at all. So I said that was fine, can you please provide us with an upgraded phone? She then said that we could have the same phone. At that point I said we don’t want the same phone as it’s not a stable and solid phone. That after being a good faithful customer for 6 years, the least they could do, if they didn’t want to terminate the contract was offer a better phone free of charge. They would not budge what so ever. They said that she could upgrade the phone at full price. To me, unacceptable. WHY would we want a phone that we know is faulty? Why should we have to pay for a better phone? I asked to speak with a manager and he gave the same answer. I told them that I was going to contact the BBB and notify all family and friends of the horrible issues that we’ve had with T Mobile. He was very uncaring and said “you can do as you please mam.” I couldn’t believe the lack of respect and the lack of caring and professionalism. At that point I turned very aggressive and said that their behavior along with being inflexible is not acceptable that I want SOMETHING done! I asked to please lower the service to the lowest possible and they said the best they could do was $25 without tax a month. I said fine and let them go because I was so drained at that point. I had been transferred to and talked to so many people and each time had to explain the whole situation over again. Very tiring. After I figured out the cost to continue the term of the contract it came to $275 which cost more than the $200 to cancel. They really tried to get one over on me and I don’t appreciate that. I called back and explained what happened and at this point even more upset I demanded to just be let off of the contract. Even with all that happened they wouldn’t allow it. I then asked for a copy of the contract that I signed six years ago and they said that they don’t have that as they only have actual contracts on file for 3 years. That I’d have to read the terms and conditions online. The terms and conditions online are not the same as the terms and conditions from 6 years ago as I’m certain that things have changed over the years. I said that if they couldn’t provide me a copy of the terms and conditions that I signed six years ago that the contract cannot be considered legally binding. They agreed but still would not let me out of the contract. I then was beyond upset. How can this be fair? They STILL didn’t budge. After they tried to get one over on me and then not able to provide a contract I said fine. I’m going to file a complaint with the BBB and to please put the services back to what they were. They confirmed that they would.

On 9/21/12 my niece went to use her internet, etc. and the services were disconnected. After all I had been through yesterday they did not restore the original services that I had requested.

I called again yesterday morning (9/23/12) to advise them of this and explained my frustration once again. Finally got to a manager that I thought was compassionate, FINALLY. This person offered a refurbished upgrade to my niece without having to extend the warranty and that he would even include shipping free of charge. He gave me a few phones to choose from and to take my time and not rush into it. I told him that I’m grateful and that I’d like to take a moment to research the phones and I’ll call back. He mentioned that I could even go to a store and test the phones out. I asked him if everything was noted in there system because when I call back I really hope to not have to explain myself over again. He said that everything was noted and that anyone I spoke to when I called back would be able to assist me. Well, guess what? After doing the research which took me less than an hour and calling back within less than an hour the representative that I spoke with on the phone told me a totally different story. Said that what I was offered is not something T-Mobile can do and the only way she can get a refurbished phone (not even a new one) was to renew the contract. I explained to him that I was offered something totally different to please refer to his notes. He kept saying over and over I’m sorry but this is what we CAN do for you. Nothing offered by the person I spoke with earlier. I asked him to please transfer me to the other person that I spoke with that offered the original offer and he said he couldn’t do that but he could offer me a phone at this price, etc. I said can you at least tell me the name of the person that I spoke with and he did. I then asked again to please transfer me to this gentleman so we can move forward with what I was promised. He said that wasn’t doable and AGAIN offered me another phone at a new price. I kept telling him of the situation. That I was offered a refurbished phone that would be free after mail in rebate and that shipping would be free of charge and no renewal in contract necessary. He again said that’s not possible. I asked since he could not switch me to the person I spoke with and things weren’t noted in the system as they were promised that I would take any manager at that point. He proceeded to tell me that he couldn’t do that. I told him again, this if fine. Once again restore services back to what I asked for last week and I will be filing a complaint with the better business bureau.

So here I am. An emotionally drained customer of having to explain myself numerous times to people, to finally getting someone who was willing to budge a little to this. It has been a nightmare to say the least. I really at this point, due to the horrible customer service and issues I’ve had is to just be let out of my contract without paying the penalty. Or offered a free NEW phone without having to renew our contract with shipping included. Not a refurbished phone. It’s the LEAST that T-Mobile can do to try and keep a customer. If not, I’d like out of the contract. I’ve read online numerous horror stories about T-Mobile and with the experience that I’ve had lately, I have to agree. It’s the worst I’ve seen. I want what I’ve asked for or I want out of the contract.

On June 29, 2013 I sent my phone back to T-Mobile because of a bad battery. The Customer Service Representative asked me to send the phone back with the battery. 17 days later I receive my phone back without a battery. I called C.S. and they wanted to know why I sent the battery back. I told them it was the battery that was defective. They then told me they would send my battery back to me. I asked if they were sending back the same battery and they said "yes". I told them I didn't want the same battery back, it doesn't work. They told me they were sending another battery to me. They said it would take 7-10 days. Today is August 13, 2013 and I still have not received a battery. I called once again to be told by Stanley C. that they were going to file a claim AGAIN. He gave me a tracking number for the battery, which was not for the battery, but for the phone. Stanley C. is supposed to be a supervisor, he thinks I am stupid and I don't understand when they are telling me a big fat story. They keep repeating the same song and dance over and over. I don't want to be told the same thing I was told 26 days ago. Just send me a battery, is that so difficult... And, I want a credit for not having my phone since June 29, 2013. Deb B.

You sound Arab or Middle Eastern. You don't count and no one wants to hear about it. GO to Cricket, which is where 99% of IUD's use for bombs. And you can be traced. And sent to Kazakstan. Phew, that would suck.

I too purchaesd the tmobile plan with the blackberry 8220 and did not receive any rebates this includes the 50 dollar for my duaghters sidekick and 50 dollars for my wifes motorola w990 and my 100 dollars for my blackberry8220 I think someone internally is stealing these cards and spending the money on themselves. When you call up too complain they give you the volleyball treatment back and forth back and forth. I have never been circle jerked so good in my life as when I call these folks they plan stupid and are stupid

I am very frustrated with my latest dealing with T-mobile. When my contract was expired on July, 2008. I went shop on internet, Wirefly-T-mobile. I was expecting $25.00 per month for 3 phone lines and unlimited text msg and internet connect for my college son. I was contacted T-mobile, make sure I am really getting the right price and services. The guy told me the price is right. But, my monthly bill did not came down to reflect the $25.00 saving per month. Today, Oct 15, 08 I asked to speak to the supervisor, customer service said, she is the supervisor, nobody is higher than her. I told her, who is your boss who sign your paycheck. She said, she has no boss. I told her to have T-mobile management to send me a letter. She told me she does not do that. She told me to call back again. Do I need to pay for the bill? I think they have the power to cut off my service if I do pay the bill.

dear sir. i understand your frustration when you feel you have been mislead by a store represenative. However there are a few things i would like to share with you. Firstly it is not the stores responsibilty to read you the terms and conditions of a rebate form. this is you responsibilty to review the condtions prior to mailing it in. Secondly when you rebate is received the infomation is scanned and the image is saved. therefore we have the original image of the form you mailed in with your handwriting on it (not some generic form). If we can see it on the form you mailed in and you cant then maybe you need to get either your eyes or you head checked. and morgan is one of the best reps we have so maybe try trashing a newbie next time and not a tenured employee

Here's how it goes. You have a phone under warranty. T-Mobile's obligation is to supply you with a working phone of equal value. It does not have to be brand new. You have used your phone. So you are exchanging your used defective phone for a refurbished working phone. Seems pretty fair to me. Look at it this way: if you buy a new car, drive it for 6 months then trade it, your trade value would not be worth what you paid for it because it is used. And just as the dealer would not reimburse you for the gas you used to drive the car to the lot, T-Mobile does not pay to ship your phone. All of this is in the terms and conditions you received when you received the phone. I encourage you to read any paperwork or literature you receive when you enter into a business relationship with a company. Also, fyi, it's not that the reps were being difficult by not allowing you to go into the store to swap your phone. They just can't do that per policy. I hope you do get a working phone soon. Go ahead and do the warranty exchange. Call back and ask very nicely if they will credit the shipping as a one time courtesy. They probably will if you're nice about it.

I purchased a Samsung Behold cell phone from TMobile for Xmas, within one week the microphone stopped working, I returned the phone to my local TMobile center and to my surprise I was not given a new phone as a replacement but a refurbished phone. This after paying $100 and not to mention the manufacturing warranty that should have been honored. Now here is the best part; I gave the sales rep my social security number and my American Express card number to qualify and purchase the phone, only to find out that my identity had been stolen. I presume one of the TMobile reps stole my numbers and tried to assume my identity. I received a credit report alert stating that my address, phone, place of employment had been changed to an address unknown to me. I also got a call from American Express confirming my new address that I did not change. PLEASE DO NOT GIVE YOUR SOCIAL TO ANY TMOBILE REPs, AND DO NOT BUY FROM TMOBILE IF THE WARRANTY IS TO REPLACE A NEW PHONE WITH A REFURBISHED PHONE!

log in to my.t-mobile.com, go to my services, go to album, it should be a picture you received