T-Mobile USA
reviews and complaints

I checked my account recently and found out that the company Orange T-Mobile took some fake charge from me. I haven’t bought from them or signed up for something. I called to this company and the rep told me that I signed up for them and paid money for the membership. It was lie and I haven’t done it, but I have no proof and no idea what to do now. I wonder if there are people, who faced the same problem? I really need help or any useful advice. Please, post your comments and ideas. Thanks.

I bought my first Google phone, Nexus 5 from T Mobile on 6/15/2014. Shortly after, I found the phone has some issues. (E.g. I am unable to answer incoming calls. The screen simply doesn’t come to life. The phone keeps ringing, but can’t answer it. The LED notification light can’t seem to be function properly. Pulse notification light is checked in settings. Sometimes it doesn’t light at all when an email or text is received or even when it’s plugged in charging. The other problem is not able to send picture texts. It works sometimes and other times it doesn’t.) None of the issues mentioned above is my expectation from a brand new phone that I purchased only for a couple of months since I started making complaints to T Mobile on August.

I went back to the store for a couple of times. On 8/26/2014, I finally got in touch with the store manager, Jocelyn Ruiz Pacific Common mall (Store location: 43813 Pacific Commons Blvd., Fremont, CA 94538) and asked her for help. She said T Mobile would send me a replacement since I am still under the manufacture exchange warranty. Then the replacement order was processed on 8/27/2014. After receiving the phone on 9/3/2014, I noticed the phone is a refurbished phone. I’d expected to get a new phone exchange for a brand new phone, which I purchased it and used it for only a couple of months. The phone was paid in full. I called T Mobile customer service and spoke with the rep as well as the manager and made a complaint about that. But the customer service manager told me that I have 14 days to change my mind if I don’t like the phone to receive a refund or to exchange for another device from the date I made my purchase. The 14 days period is long pass and they only send out refurbish phone for a replacement. I told the manager that it has nothing to do if I have changed my mind. This phone is simply malfunction and this is a recent purchase about a couple of months ago. I bought a full price for a brand new phone, not a refurbish phone. I would like either a refund or exchange a new phone. Of course, there’s no solution at the end.

On 9/5/2014, I went back to the store after work and spoke with a black sales lady at the store in T Mobile (the same store at Pacific Common Mall in Fremont, I forgot to get her name). She said she couldn’t help me with that. However, she suggested that I speak with LG manufacture directly or asked for extension to test out the replacement phone because I have only 7 days to return the phone in the exchange period. I took her advice and called LG manufacture directly.

On 9/8/2014, I called and spoke with the T Mobile customer service to get extension on returning the phone. so at least I will not end up have no phone to use. On the same week, I went back to T Mobile and spoke with the store manager Jocelyn again and asked if she could help me to resolve this problem. I asked her if she could either give me a store credit for it or please exchange me a new phone. She told me there’s nothing else she can do for me and suggested that I should call Google directly.

The following week, I called LG manufacture directly. LG customer service told me that I would have to go through T mobile if the phone was purchased from T Mobile. They are unable to help me or send me a new replacement. At last, I called Google and Google customer rep told me pretty much the same thing.

At this point, I am experiencing of being bounced back and forth from one company to another. No one wants to take responsibility of selling me a malfunction phone. A good reputable firm should stand behind its product.

This is totally unfair to a consumer who purchased and paid for a full price to get a brand new phone which I only used it for a couple of months, and then end up having a refurbish phone for an exchange replacement. If that is the case, I should have purchased a refurbish phone instead of paying a full price of getting a new phone from the start.

Mid October, I transferred my T-Mobile account to my daughter, who was the user of the service. She had recently gotten married and wanted it in her name. The process was one of the worst I have ever experienced. The T-Mobile store, initially told us they couldn't do the transfers any longer, and we had to do this over the phone. We'll after over an hour of frustration sitting in the car attempting to speak to a non-native English speaking customer service representative, we were cut off. We then went back to the store, which was reluctant to help, but finally assisted us in getting us to the right person on the phone to make the transaction. Now, for the crux of my complaint.

When the transfer occurred, T-Mobile cancelled my account and established one in my daughter's name. No problem. They told me, they would close out the billing and send me a bill for the remaining balance. Again, no problem. That was mid-October. I received a bill on the 31st and paid it in person on Nov 2nd, as I questioned the amount. It turns out I was correct, the amount was wrong. I paid the remaining balance. No problem.

The next day, Monday, I received a notice from a collection agency for the incorrect amount. I called T-Mobile, and they indicated the balance was zero, paid the previous day. I called the collection agency and they too showed the balance zero, but did say T-Mobile sent this to them on the 25th of October. That was clearly BEFORE they sent me the final bill. T-Mobile sent my account to collection for the amount due, prior to even billing me.

Obviously this is not a reasonable business practice and I am in the process of filing a complaint with the state Attorney General, as this is outrageous.

In summary; a word of warning. I would avoid T-Mobile as a phone service company. The obviously deal in unfair business practices as a routine course of business.

went to T Mobile to connect my phone they connected my phone but after 3 days it stopped working so I took it back to T Mobile and they told me that they they did something that they couldn't fix it so and they lock my phone and now I have to go back again and they couldn't get it going so I cancel my Service and told me they were going to get my money. that was back on May up 2014 kn November 2014 and I haven't received my money back I have tried to talk to people off of different people & T Mobile but they could not

I was sold a protection plan I was planned to used it today since my phone broke but when I called the T Mobile rep told me I had to pay a deductible but when I bough the phone and offered the protection plan they never stated that will be a deductible . This is what it shows in my T Mobile page "Premium Handset Protection--For complete piece of mind, protect your handset from loss, theft, accidental damage, and mechanical or electrical breakdown and enjoy fast delivery of replacement devices". and now they are saying I have a deductible but where does it say that in the message.

T-mobile is the worst experience I've had in a wireless carrier, they rob you blind by charging you more money then you agreed in your contract and they rob you blindly every month with 20$ restoration fee. Plus they have the worst customer service ever, they are rude, arrogant, and will hang up on you multiple times.
And they have been robbing me blind each month with bogus charges and service fees, I feel like this has been happening for too long to too many people and it need to stop.
WORST WIRELESS CARRIER/ CUSTUMER SERVICE

A warning for anyone ordering on-line. T-mobile showed me their poor business practices before I even received my phones. I owe them a huge debt of gratitude for doing this before I was activated and locked in!

I placed an order on sunday, 08/10/14 for two phones and new service. I'm building credit, so I was charged a deposit and a portion down on each phone. No problem! I put in my debit card number and electronically signed my agreement. Total charges were $222. Monday (08/11/14) , I check my bank and notice that they only placed $156 on hold. I called t-mobile and was informed that they place a hold for any amount between $1 and the total amount when I place the order, then they will authorize the remaining amount when the items ship. Doesn't really make sense (Why not just authorize the entire amount to begin with?) , but that's fine with me if it doesn't give them issues.

Tuesday, 08/12/14, I log on to (Eagerly) check the status of my order to find it has been cancelled. I call and, after being transferred three times, the customer service rep tells me that my card was declined and they had to cancel my order. I asked them what amount they were trying to charge my card for that day and he states that they attempted to charge the full amount of $222 and it wouldn't go through. I explain to him that, of course, it wouldn't go through because they had already placed a hold on $156 in my account and the full amount was no longer available. I told him that I was told just the remaining balance of $66 was supposed to be charged and there was more than enough in my account to cover that. He told me that they typically "cancel" the hold and then just charge your card for the full amount and that he has never seen this be a problem. He also stated that once an order was cancelled it cannot be uncancelled, they would have to create a whole new order and charge my card for the full amount. I explained again that I didn't have the full amount because they had a huge chunk of it on hold. He stated the only thing I could do was wait for my bank to reverse the hold (Which he promised would happen within 24 hours) and then place the order again.

After the amount was still not released today, 08/13, I called the bank to see what kind of time frame I would be looking at and they told me it could take up to 5 business days for the hold to expire and the funds would be available to me the next business day after the expiration. So I am now sitting here with no phone and no ability to get one all because t-mobile couldn't just authorize the full amount and then submit that authorization for settlement.

On a side note - I did a search of "t-mobile order cancelled" and found several sites with strings of complaints about this very issue. Many of them were already existing customers and funds had been held twice.

Thank god it I didn't have enough funds sitting there for them to charge me again! I could just imagine my rent check bouncing because t-mobile decided to double dip!

So as of today, wednesday, 08/13, I still don't have the funds returned to my balance and I can't even submit an order for a phone line anywhere. The funds could be returned any time between now and next week.

Tmobile talks a good game. But their service is so dramatically inferior to virtually any other carrier, it is like an obscene joke - on you.

We knew there would be no coverage at our home. The map showed coverage within a half mile. More like several miles. Our town of nearly 10, 000 people has literally a few locations where network coverage is available, at any speed. In the Portland metro area, 4G coverage is limited and in Salem, the state capital, mit is virtually absent.

If you are in rural areas, expect no coverage most of the time and no network coverage.

The only hope for Tmobile to improve this is for another carrier, one with bandwidth and service area to take them over. That apparently will not be Sprint or ATT now.

Dropping Tmobile. Phones are compatible with ATT service. My last trip through central California, Reno, Nevada and central Oregon yielded no cell coverage about 60% of the time. Navigation and internet was mostly useless, as there was no network coverage.

If you want cheap, then go Tmobile. If you want decent coverage, go just about anywhere else. A $500 cellphone is a handy paperweight without a decent carrier.

Finally, Tmobile reps in the store repeat lies and myths about their coverage. I had to resist speaking up when I saw new fish on the hook with fairy tales about how much better their coverage was than the big guys. What a pathetic bunch.

T-mobil bad experience: after being with them for 5 years one of my daughters lost her phone, as I pay for insurance I called them; they disconnected her phone and authorized shipment of another. Same day "saturday" she found the phone, we called back they said to call on Monday as it was Saturday and the warehouse was closed. I asked her phone to be unblocked as she found it, they would not do it. They explained it was fraud and until I had proof the shipment was stopped... or they got it back they would not do it. Mind you the phone’s price was $150, their deductible was $100 so I told them they should just charge me another $50 and re-connect the phone. They would not do it, I expressed my discontent at the high cost of the insurance deductible, 2/3 the original cost. This is not doing a service to their customers. I had to call and say I was taking my 5 phones business elsewhere for someone to come on the line and say when I denied acceptance of the shipped phone with a tracking number they would connect it. All this happened on Tuesday 5pm; otherwise they would not have connected it until it got back to the warehouse on Thursday. Incredible inept even criminal way to treat their customer, oh yea, on Monday I called 8am as instructed by then the phone had shipped next day so again my daughter who is on the road all day with her own phone could not use it.

I have tried to refill my number for 4 times and they all failed.
Since the first fail, my husband and I have called t mobil more than 10 times about that.
I did everything they told me to do. I called the bank, I refilled by different credit card from different bank with different card owner, I refilled by calling *233. Those all failed. I asked them if anything wrong with my number, they said my number is ok.
The representatives, i am sorry to say, are helpless. They made me wait for long time, transferred me to another line, told me another number to call( which even didn't have representative and I was told it's free but the call charged my last 0.33 dollar), let me call other company. They can not even check there are refilling history even after I tell them the order number. I feel so strange, is there any procedure to deal with those unsuccessful refills, why they even can't check the basic records with the order number?
The thing makes me very upset and bothers me a lot.
I am now with no balance at all for more than 10 days. It's really inconvenient. I can't receive call or text. What about if emergency happens?

The customer service at this store is terrible. Absolutely terrible. I used to love going to this store, except this time no one, and I mean no one, knew anything and no one bothered to help me purchase a samsung note 3 ($750+). Especially reagan - the so called manager - was so incompetent that she couldn't even remember what her sales associates told her and me. I was working with daniel (Dan) , who was very nice and accommodating. He called an lsr (The customer service that sales associates call) , and the lsr told him to call him back. Except after dan left, no one at the store wanted to call the lsr back, even though I asked politely several times. Finally, a different sales rep told me to call a csr (Customer service rep) , which I did, and I got my credit pulled, and they told me that they just needed a phone to activate, and wished to speak to a store rep to get my account ready to go. However, the first sales rep, jason, who spoke with the csr on my phone, was extremely rude to the csr, and ended up handing my phone back to me when the csr was in mid-sentence. Upon contacting the manager, reagan, she refused to speak to the csr, stating that the employees had to use the lsr line (Which she also refused to call back even though the lsr told the store to call her back). Reagan ended up asking me to leave, even though the csr had to wait for her for 10 minutes - a whole 10 minutes! I immediately called corporate and filed an incident report with several executive customer relations coordinators (Ecrc) , providing the store number (#0708) and the employees' names (Reagan and jason). The ecrc asked for reagan's employee id, but she refused to give it to the corporate customer coordinator. The ecrc then told me that a investigation would commence at this particular store for "customer service failure". I will continue to contact further corporate executives until I can get my problem fully resolved. I cannot believe the csr and the ecrc whom I spoke to had to apologize to me profusely and suggested that I tell my friends to not go to this store again. I am shocked at the lack of customer service they have, and I will definitely continue sharing it with everyone I know. I can't believe I was about to pay them $800 for a phone and plan when they can't even treat their consumers with respect. I will also be terminating my contract soon, since I have lost respect for t-mobile as a corporation. I do surely hope the sprint merger can help this lost soul.

Store information from:
State of california department of consumer affairs
T-mobile #0708
Assurant
11222 quail roost dr. Attn: licensing
Miami fl 33157

Registration s 15997
Receipt no. [protected]

Address:
3995 alton parkway
Irvine ca 92606

Valid until march 31, 2015

I am becoming VERY frustrated with your company! I
cancelled my service in December and I am STILL experiencing horrible service
with TMobile.

I was told by TMobile supervisors that because of all the
issues I experienced with your company I could cancel my service and not be
charged a cancellation fee. I was also told that as long as I return my phones
my entire balance would be forgiven. I sent it UPS so I could have a tracking
number, 1ZA552X40309150387.

I
returned my phones mid February. I called to find out what the next step would
be. I was told, and someone also sent this in writing, that your company would
contact me to let me know what my balance would be. I was told that processing
the equipment would take up to 30 days.

I
never received an email from TMobile. I never received a letter from TMobile. I
never received a text message or voicemail from TMobile. The next thing I
received was a letter in the mail from a collection agency telling me that I owe
money. How is that possible when you never told me what my balance would be
AFTER the return of the equipment?!

I
called to find out why you never contacted me and was told to call the
collection agency. I called the collection agency and they said they don’t have
specifics about cases. I called you back for an answer and was told that
because you did not contact me you would retrieve my account from collections.
I called a couple of days ago and you DID NOT retrieve my account. In fact it’s
still in collections. And now I get an email that you cannot track down my
return.

I
think it’s bad business, horrible customer service and just underhanded that
you would tell me to return my equipment, wait 30 days, send it to collections
and STILL tell me I owe a balance.

RESOLVE

1--I
want my account taken out of collections since you never contacted me to tell
me you received the equipment nor did you contact me to tell me what my new
total would be after you received the equipment.

2—Considering all the mistakes, misinformation and horrible
customer service I want TMobile to accept my equipment and credit me for it
meaning I want a zero balance. I will not owe you any money for anything.

3—I want to receive, IN WRITING, that you have credited my
account and I do not owe you any money.

Worst customer service. My sister passed away on 11/27/13, we needed to cancelled her number for which I sent the proper documentation and no one can never find it. I took it personally to one of the branches. It seems like the operators don't record information appropriately, because every time I call I have to repeat this unfortunate history over and over again. My sister had my mother's phone number on the same account, reason why we needed to have the account adjusted and named accordingly. This hasn;t been possible, I been given three different emails, and apparently is a ghost department because nothing is ever done. Today I am going to pay for the unused line once again, and if possible take my mother's number to a different company. I was told I would get a credit on over payments, but with this poor recording and follow up that would be considered a miracle to see it.

I was planning a trip to Mexico and I looked around for the best rates. I talked with someone at t mobile over the phone and reps at 2 different stores and they said 20 cents a minute, unlimited Internet and unlimited text to call the united states from Mexico. When I arrived in Mexico I received a text that said it cost 1.79 a min. To call the US and 50 cents for text messages. After speaking with someone in the prepaid department for about three hours about this situation...in which I suspect the manager handed me over to his subordinates who subsequently pretended to be supervisors...they offered me the following...switch to another plan where it is 20 cents a minute to call the US, acquire a t mobile SIM card, which I will get back to, and receive a credit of 90 dollars for the money I had put into prepaid plus the cost of a sim card. The SIM card situation was an unnecessary goose chase...t mobile does not exist in Mexico, and neither does their sim card, which I did not need. I got a sim card for movistar, a local network, which the phone rejected. After many calls back and forth, I spoke with folks this morning who claimed they switched over the account, activated the sim card that was already in the phone, but they said that they could not apply the credit because it was in the other department...prepaid. prepaid said that when you canceled the account that there was not record of the notes, which another postpaid rep pulled up for me later. I was handed over from prepaid to postpaid like a volleyball and was either hung up on or the call was dropped multiple time. niether can I access chat support on the internet, I keep getting kicked off of that as well. I have spent over 5 hours talking with these people, and I will not give up until this situation is resolved to my satisfaction. Also I have gone on line to try to fix this problem but folks disconnected the chat twice claiming that I was not there when I was.

Disappointing, I can relate. I purchased the LG Optimus L9 P769(t mobile prepaid wireless) from best buy Jan 2013 for my husband George Williams. My husband thought the phone was the best for the bucks only paying $200. Than about a month ago, give or take, he tried to power the phone on and got nothing but a black screen with no response at all. Because the phone was still under warrenty, per the instruction on the best by receipt, I was to call the manufacturer T mobile. I contacted T mobile customer service and in formed the rep of the issue my husband was having, the phone was not coming on when power button pushed. The rep tried to troubleshoot the phone, along with trying to do a reset. Nothing worked phone still would not power on. The rep then informed me, I would have to return the phone to t mobile and a replacement phone would be sent to my husband, which was ok. The rep stated to remove the sims and memory card and any additional personal items that have been added to the phone, and return to the address given me making sure insurance and tracking number was obtain when returning phone and it would take 5 to 7 business day. All this my husband did, and after taking more than 5 to 7 business day, we received the replacement phone, minus the battery and back cover. When I called T mobile and informed them we had received the replacement phone but my battery and back cover was not included, they inform me I should have taken the battery and the back cover off the phone before returning for a replacement phone. I informed the t mobile rep that this was not made clear to me in the instruction by the initial t mobile rep I spoke to when getting direction as to what I would need to do in order to get the replacement phone. If the rep would have included the back cover and the battery with the instruction to remove the sims, memory card and personal additions I would have kept my original battery and back cover and would not have returned with phone. My understanding of a hule phone is to remove the sims, memory card and any personal additions, because this contains, your personal information, data etc. I ask if they could send my original battery and back cover I sent in with the replacement phone, and the rep informed me to hold on while she sent the request for my original battery and back cover to be returned to me, the rep never came back to the phone. I hung up and called back a rep then told me they would not be able to send me my original battery and back cover, that would have to go and buy a battery and back cover and they would give me credit on my husband prepaid account, which I felt was very bad customer service that we had to be out of money for fell to do correctly, but not totally explain to me what a hule cell phone consist of. because I thought removing the sim, memory card and personal add on was a hule cell phone. My husband than asked to speak to a supervisor and a Rosalee R if that was even her correct name, and she directed my husband to go to a t mobile store and once he get there give her a call as if she would have the store to issue us a battery and back cover. Once my husband got to the store, went thought the detail given to him by rosalee R, only to be told by the agent at the t mobile store they no longer sale the battery or the back cover because they are obsolete. my husband left store came home called t mobile customer service again only to get another rep that said she was sending out a request for a investigation, that would take 72 hours, for them to tell t mobile what they would be able to do and they would email me I thought after 72 hours with a update. 72 hours has passed, I called to follow up with a customer service rep who told me there were no new update that once a update is received t mobile would email me. to date 10/20/2013 no email with updates on this investigation has been received and investigation started or was requested 10/15/2013. The customer service we received, especially being that my husband has been a prepaid customer for many years with t mobile, was very disappointing and make you feel as if you have invested too many years with this prepaid provider and that I made the wrong chose when purchasing the t mobile Lg optimus l9 p769pur

I have been having issues with T-Mobile since May of 2012. My family and I have been a customer of T-Mobile for about six years now - never had anything bad to say before this incident. Back in May, I went into a T-Mobile store and wanted to upgrade my phone. I knew I wasn't eliable for it yet but because I knew one of the employees, the manager said he would help me out. He told me that if I changed the account and put it into my mothers name and also change the phone numbers, he would wave ALL OF THE FEES, which would allow me to get the new phone at the discounted price. Since he was a manager and had actually done the same thing for my cousin and friend, I agreed. I was told to just finish paying off the remaining balance of the old account and that would be it.. WRONG! About a month later I received a statement from the old account, stating that I owed T-Mobile over $900 due to cancellation fees and god knows what else! When I tried to get in touch with the store that sold me the phone and helped give the "discount", the manager who did the transaction for me no longer worked there (how convienient). I have called both T-Mobile customer service and the store who sold me the phone countless times - none of which have ever actually returned my calls. Because I refused to pay the balance that T-Mobile was charging me, it got sent into collections. Now they are saying I am responcible for over $1, 200 worth of charges. So, my credit is being chewed up into very small parts at the moment.

I have kept a detailed timeline of every single person I called and spoke to and on what date I called them. I have been trying to resolve this issue since I received that first statement in the mail. T-Mobile does not know how to train their employees and it comes at a cost to customers who have been loyal to their company for years! Be careful of the deals and discounts T-Mobile promises you. As soon as this entire issue has been dealt with, I am switching phone carriers ASAP!

Just an update - my case has now been sent to an attorneys office who calls me every single day.
BEWARE OF T-MOBILE!

I have a contract phone valid until Sep 2013 and my phone stopped working in the first week of june 2013 .I have called customer service(call centre I guess in Phillipines) many times and the people are nice on phone but not have all information how to assist customers as always they have 1 answer "The Problem has been escalated to the appropriate department and will be rectified within 1 week and you will receive email/post " and still nothing happens I call back again another staff told that he will have to contact Motorola to assist as he is not sure "Please allow 20 days time to get your phone working as our technical team will fix the issue "
And again and again same story finally on 1aug 13 i spoke to Kay (number 1166-is suppose )Although initially i requested to be put through to a manager or someone in technical department or alternatively direct me to someone who has authority but she refused and definitely seemed to be showing confidence but after going through all story a quick reply comes as "The problem has been escalated to the highest authority-( perhaps to T-Mobile CEO I think )we are waiting for further updates .On this occassion I lost it and asked to be put to a Manager or to be directed to Uk office /complaints to which her reply was Manager and my self we are capable of handling all complaints and when i insisted again the reply was simple-"manager is busy on call and so There we have an Un Reachable Customer services Manager /Department and not very helpful service provided by T-mobile has kept my status Un-Reachable to any of my Friends & Family -THanks to T-Mobile...Interestingly I was charged £55 on recent bill while I was unable to use my phone from 2 months and my contract was only for £25 anyways so T-Mobile charges customers for Not using phone services...Really Great service and one of UK best service providers Ha Ha Ha Jokers ..., ...

Description of Complaint:

tmobile deducted a 1 payment that i approved on 7/16/13 by visa/debit card. i reluctantly agreed to the balance to be deducted from my account on "7/30/13" only, by visa/debit card. tmobile deducted the secondary payment "without consent" using my visa/debit card information that was not supposed to be deducted until 7/30/13. this unauthorized debit caused extreme nsf fees in excess of $350.00 (to date) and tmobile still has not credited my account the credit $450.00, or nsf fees of $350.00 (as of 7/23/13), that caused me to be unable to provide food for my family since 7/16/13. i have called tmobile every day since 7/16/13 and i was told $450.00 would be credited to my account on an expedited basis, and the nsf fees of $350.00 (as of 7/23/13) would be credited after they receive a fax of my bank statement by me and the credit would be processed to my visa/debit card/checking account on an expedited basis. i am able to provide my bank statement sheet reflecting my nsf fees to date once the credit of $450.00 is issued because additional nsf fees will continue to accrue at $35.00 each. **no credit of $450.00 has been received and now it is 7/23/13!**

Desired Settlement:
Refund

Desired Outcome Description:
$450.00 refund, nsf fees to be refunded, financial penalties be awarded and credited to my account, and my visa/debit card info removed from tmobile, only after the credits are issued and posted to my account, so tmobile doesn't charge my account again without approval and my consent.