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CB Telecommunications T-Mobile USA unauthorized credit card charges
T-Mobile USA

T-Mobile USA review: unauthorized credit card charges 331

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Author of the review
5:32 pm EST
Featured review
This review was chosen algorithmically as the most valued customer feedback.

I noticed a charge on my credit card statement from Vesta T-mobile in November. I have never heard of this company before and I have never purchased anything from this company before.

I called Vesta at [protected] and the receptionist was well aware of the number of callers who have complained about un-authorized credit card charges from Vesta T-mobile. She connected me to a claims dept who wanted to assist me with my inquiry but she required my credit card number which i did not provide for obvious reasons.

331 comments
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tiredofrip-offcompanies11
San Diego, US
Feb 24, 2011 9:46 pm EST

I have had the sidekick phone for the past two years in a contract. I have paid between $87.00 and $88.00 per month for this phone that includes insurance. During the past two years, there has been frequent service loss and phone malfunctions. The email capability has long delays and/or doesn't transmit at all. I have not been able to access photos in the phone for six months. The first sidekick I bought broke and I received a replacement before the first year was up. The replacement phone's dial is cracked. I called to get a replacement phone and was transferred to another company that provides the insurance. They told me that I would need to pay $200.00 to receive another phone. I found this out a month and a half ago so I dropped the insurance because I was not aware that it would cost that much for a replacement phone. It didnt make any sense to me that I should still need to pay $200.00 after paying for insurance almost two years. This week, I received a text and proceeded to read it and the phone malfunctioned and still hasnt worked. The screen is all white with red "x"s across it. I just paid my bill of $82.00 a week ago. I called Tech Support for the Sidekick Dept. I told the representative that I want a replacement phone--new, used, or refurbished---and I am not paying any extra money for it. I was told that my phone isn't under warranty and I could not get another phone unless I paid money for one. Supposedly, I spoke with supervisors, Reagan and Corey-#12178. They both were absolutely inconsiderate and "unpassionate" about my service. They couldn't have been further away from providing good customer service and being considerate. This is unacceptable and I feel you are committing fraud by taking my money and unwilling to provide good customer service by accommodating me. Everyone knows that your Sidekick phones are a piece of junk and your customer service is the "bottom of the barrell". I have written your CEO & President, COO, CMO, CSO and Chief Legal Ofcr. I am also writing your State's Attorney General's Office informing them of your unscrupulous practices and unwillingness to accommodate me after taking my money.

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Millie212
, US
Aug 30, 2010 7:53 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I also have had problems with Tmobile and the HTC HD2 I bought mines in June 2010 as a birthday gift to myself. I paid $449.99 for it. It is the WORST phone I've ever owned and Im the type to upgrade alot. The worst part of all is that because I wasnt eligible for an upgrade I took it under credit with Tmobile, mind you I have never had a problem withany phone I have bought from Tmobile but here I go and purchase this one under credit and its giving me hell...I have to reboot all the time PLUS it FREEZES constantly to the point that the touch screen doesnt work and I can not pick up or make phone calls. I even had to master reset the phone before even having it for a month. So I call Tmobile with various complaints and they're telling me to just shut the phone off several times a day like a computer. I called agagin to drop their service and now they want to switch my phone for a Tmobile Dash 3G which in price comes nothing close to what I have to pay for the HTC HD2. They have the nerve to tell me that even if they exchange my phone for the DASH which is less I have to pay the same price as the HTC HD 2...Tmobile is NUTZZZZZZZ in 5yrs that I have been with them I have never owed them a month on my bill...andif thats not enough they cant even tell me what they did with my deposit of $250 when I first signed with them as a customer 5yrs ago... I want to get rid of them but not until they refund me my $250 deposit I gave these sleeze ballzzzzzz

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jmswykoff
Dallas, US
Sep 07, 2009 9:46 pm EDT

I switched my cell company from Sprint to T-Mobile because of the service. I now am having tons of problems with T-Mobile.
Let me start by saying I have major heart issues and depend on my cell phone for doctors calling me if there is a problem with my defibulator/pacemaker.
I have the T-Mobile Dash (Black) which is made by HTC. The phone has an windows update feature that now gives me an error message. I keep getting told by T-Mobile that the phone has no update and that is why it is not working. If that is true than why am I getting an "Error" message? Second, I have had a replacement phone, battery, and SIM card. My phone sometimes doesn't ring through on my phone when people call, don't recieve E-mails, texts, and dies when ever it feels like it.
I have called customer care, talked to the stores, talked to corporate and even filed a BBB complaint. I can't seem to get anyone to do anything about the phone not functioning the way it should.
I will be serverly pissed if a hospital tries to call me to say they have a heart for me ( since I need a transplant) and I miss out on it due to the lack of the phone working..

DO NOT GO WITH T-MOBILE. NOT EVEN IF YOU HAVE A GUN TO YOUR HEAD. IT'S NOT WORTH THE TROUBLE!

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emitiesp
La Canada, US
Apr 01, 2011 3:44 pm EDT

T-mobile is scamming everyone. Check your bills properly for "REQ" extra charges for additions like: intl text unlimted and internet. I've been scammed by them and they refuse to take the extra charges off my bill saying i agreed to the charges when i got the phone for a discount. No one told me that i would be locked into $45 extra plans at the time i signed up. They are sneeky. If you loose your phone your HIT. down grade, your HIT. Do NOT TRUST T-MOBILE and check your contract with them. Chances are your paying or have been paying extra charges.

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UR GIRL DEE
Bridgeport, US
Mar 31, 2009 7:39 pm EDT

I TO JUST GOT OFF THE PHONE WITH T-MOBILE. LAST MONTH I PUT A PHONE ON STANDBY OK I UNDERSTAND I GET CHARGED A FEE, FINE... BUT THEY JUST CHARGED ME THAT WHOLE MONTH FOR IT BEING ON STANDBY 40.00 NOT INCLUDING TAXES AND THEN NEXT MONTH CHARGE ME AGAIN, WTF! WHAT IS THE PURPOSE OF PUTTING A PHONE ON STANDBY IF YOUR STILL BEING CHARGED FOR THE MONTH $80.00 PLUS TAXES GONE FROM MY ACCOUNT. I ALSO WANT TO KNOW WHAT IS THE PURPOSE OF A FLEX PLAN? YOU PAY MONTH BY MONTH. THEN TO COME TO FIND OUT NOW I WILL BE CHARGED $200.00 FOR EACH PHONE. THATS A CONTRACT NOT A FLEX PLAN!YOU LOST ME AS A CUSTOMER AND I WILL TELL MY FRIENDS TO DROP U LIKE A BAD HABIT.. YOU GUYS ARE RIP OFFS! THERE ARE SO MANY COMPANYS OUT THERE THAT ARE GIVING DEALS YET YOU GUYS ARE SUCKING OUT YOUR CUSTOMERS OF THERE MONEY... HORRIBLE NEVER AGAIN..

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Marcel
, US
Jul 12, 2010 12:40 pm EDT

I've been a T-Mobile customer for 9 years without a problem until semi recently. I signed up for the T-Mobile home Hotspot last year and been having nothing but problems with it. It's really a landline phone that goes through the internet. After many calls with T-Mobile about thr drop outs and three routers later, they still want to keep trouble shooting the problem. After the first trouble ticket was issued, I was promised I would hear back within 72 hours..never did..I called back after two weeks to find out that nothing had been done and they were still looking into the problem. There was a lot of phone usage that did work, but a lot of times when it didn't and this doesn't show up on their end. I also found out that T-Mobile doesn't offer this service anymore unless a customer wants to purchase the equipment. They wanted to charge me $200 to opt out of the contract. After being a loyal customer for nine years, one would think they would've worked with me on this. Well, they can have their $200 and my cell phone contract will end as soon as that expires too. Stay away from T-Mobile...look elsewhere.

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MaxJaxter
Lakewood, US
Jan 12, 2012 1:35 am EST

From time to time I am sure everyone has had some difficulty with customer service along the way. But if you are the type of person who enjoys the eternal run-around, with absolutely no consumer support or advocacy whatsoever, sign up with T-Mobile. There isn't a single person within the T-Mobile organization capable of carrying a conversation outside of their predetermined prompt cards. Problem resolution is impossible, and anything you inquire about, ie: billing mistakes...and there are a lot of them (example- 3 consecutive bills, $152, $221, and $326 on a single contract line of $79.99 mo, no data, and using less than 50% 0f contract minutes.) Each month the bill is paid in full to avoid more penalties, and each month the bill is higher than the month before.
I have called multiple times each month for over six months, each time being assured the problem will be corrected and I will see a substantial credit the following month...only to see the bill having increased again...When inquiring how to resolve the mysterious ever escalating bill, I am givien a FAX # to submit an explanation and complaint.
A FAX # ? are you serious?
Then when I try to cancel, there will be another $200 penalty and I'll have to pay the upcoming month as well. And if that isn't enough, the supervisor on the phone isn't able to estimate the amount of next months bill, even if the line is suspended and no usage is incured... UNBELIEVABLY Assinine is what comes to mind.

Is there anybody holding these people accountable?

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hate t mobil
Atlanta, US
Mar 07, 2010 3:45 pm EST

Don't go with T Mobil!
I had 6 months left on my contract when my phone died. I had insurance and received another phone. After the 6 months were over I went to change carriers because t mobil doesn't work in my house[although I was told it definitely would because I was in the coverage area...2 bars and having to stand in my driveway is not what I call coverage!] I called t mobil to turn off the phone and was told there would be a cancellation charge of my contract. What contract?! It should have been over. Apparently, athough I had insurance to replace the bad phone, because I did receive a new phone[same kind], they automatically renewed my contract. I don't think this is an appropriate business practice. I shouldn't have to continue on a contract I didn't authorize. The phone I received wasn't an upgrade. It was just a replacement. I am now stuck with a contract and although I've talked to everyone till I'm blue in the face I can't get out of it.
T mobil is trying some really questionable business practices to keep customers. Don't let it happen to you!

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Everine
, US
May 09, 2012 8:17 pm EDT

Changed form T-Mobile to another carrier back in September 2010, ported the numbers and called their customer service to follow up on the cancellation. Told I would have to pay one more more of service and paid that bill. Now twelve months later receive a call from collections company MCM that I owe two addtional months. Called to complain and confirm my call. They tell me I also called in December to cancel. Did not make that call but someone noted that we did. Can you say “fraudulent internal activities”. Never received any billing notices or past due invoices just a collections call.

Hard to dispute once they send to collections they will not work with you. No wonder there was no customers in the store that day but AT& T was sure packing them in. Now I can see why after reading of all the complaints. I changed from t-mobile (after 8 years) because u could never get a hold of customer service without spending 20-30 minutes talking to a computer.after i changed I wanted to pay them the amount I owed. when I “SPOKE” to a cse to make the payment they told me I owed a lot more. however, I had never seen an invoice..that said so.

The day I had changed service, was also the day, they disconnected my online account info, where I prolly could have seen that info. I requested an invoice so I could see what the charge was, , and was told..no can do..if I wanted an invoice.. I should stand in line at local t-mobile office.. Not only do I live in a rural area in hawaii, but I also dont have the time…

I’ve been a loyal customer with T mobile for the past 6 years with 2 lines of service. I was late on a payment & both lines were disconnected. I made the payment in the same day to have the services turned back on. When I opened my next bill there was an extra $20 fee for me to pay on each line which made a total of $40 to pay. This is a huge amount especially during a time like this where some people such as myself have been effected by the economy & every penny counts. I immediately called to complain about the bill & that is how I found out about T Mobile’s new restoration fee.

I was never warned nor did I receive a letter in the mail about their new policy. I don’t understand why T mobile customers were not pre-warned of a new policy that they knew would effect so many of their customers. The customer service rep did not care & it was actually the worst I’ve ever received! I am now canceling my service & will be looking for a new phone provider that is upfront with the fees they will be charging me so that I don’t have the shock of opening my phone bill for hidden charges!

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reebok1
Dallas, US
Apr 15, 2011 9:55 pm EDT

My spouse received a letter from AFNI stating that he owed $457.27 to T-MOBILE. First off he never had a plan or contract with them he had a pre-paid phone. Second of all, we just recently moved to this address and never use this address unless needed and somehow they got this address. How did they get this address? We have METRO PCS phones and at that we do not use our address it under my mother's. Who can i call to prevent from going to our credit.

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a1sinclair
dexter, US
Dec 24, 2011 4:18 pm EST

I had service with T Mobile for a little over a year. Had many dropped calls and almost never had an internet connection even though I was paying for a data plan. Complained numerous times to customer service. They addmitted service was not very good in my area, even though they offered it here. I finally broke the contract because I was tired of paying for service that didn't work. I was charged with termination fees. I filled a complaint with the FCC. It is still a battle trying to get them to drop the fees. Shame on T Mobile, they should not give plans out in areas they know don't have adequate service. Be very careful where you live before signing up with this company.

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Annoyed army wife
Dayton, US
Dec 30, 2011 5:53 pm EST

Ok on November 27th I contacted T Mobile to make an arrangement to pay my bill. The representative to me to make the payment with a check over the phone and they will process it like a debit and it will come out on by the 30th of November which I said ok.. Well needless to say they did not send it to my bank until the 12 of December and the check bounced... When I called them and asked why they did they held it for so long i was informed that they sent it to my bank on the 30th and my bank held it for 12 days which was a lie... When I told them that I was looking at my bank statement and it shows that they sent it to my bank on the 12th of December I was told that well it was stil my banks fault and that i still had to make the payment.. So I make the arrangement to pay the past due balance and the new balance in two payments. The rep put it in the system. Ok on the day I make the past due payment the rep ask when can I make the payment for the new balance I informed her that I made an arrangement to make that payment 14 days later and she told that the old agreement was deleted and that I had two days to make the payment or my phone would be turned off". Being that this is the only phone I have and use it for when my husband calls from being deployed I was pissed... I told her I didn't have the money and i could not make the payment she told me oh well we can not make a new arrangement and that I needed to make the payment... I informed her that it was their fault and they needed to fix this and I was told to come up with the payment... Needless to say I can't afford the payment nor can I afford to get out of the contract. I just want them to admit there mistake and help fix my bill who do I talk to being that I have already talk to a manger ...

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hkhatri
,
Jun 03, 2008 9:16 pm EDT

I received a text message earlier today notifying me of a past due amount on my account. I am on T-Mobile's EasyPay system so they directly charge my credit card monthly. I was not sure why I would have a past due amount. I called Customer Care and the lady on the other end was very unhelpful and notified me that my phone will be suspended as of tonight. I asked to be transfered to someone who would be able to assist me and she hung up on me!
I have been an extremely loyal customer for the past two years who has paid the phone bill in a timely manner. This is the second time this year I have had inadequate and rude service from T-Mobile.
The first incident was when I was told I would get a new phone when I upgraded my phone plan, turns out either I was either lied to just so I would upgrade my phone plan or the second person I spoke to just did not want to help me.

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Ponytail Pam
Los Angeles, US
Jun 02, 2011 1:48 am EDT

In late January I received a replace phone and, within 2 days sent back the defective phone in the box and with the label T-Mobile provided. When I noticed an unauthorized charge of $187.00 on my account a few months later, I called to inquire and was told that the phone was never received! They then "ran" a search (of course they did) and told me it was no where to be found. How convenient! I can't prove I returned it because I didn't take it to a UPS store and give it to a person personally - - - I deposited it into a UPS box in my office building. I have asked for the charge to be removed stating that once I turn it over to their carrier of choice (UPS), it is then out of my hands as my return address did not appear on the package. Since both the To and From addresses were T-Mobile's, I know they have this phone, but they refuse to remove the $187.00 charge. I am going to report them to the BBB and California Consumer Protection and write certified letters to the CEO & Pres. Philipp Humm, the COO Jim Alling and Chief Legal Officer Dave Miller at 12920 S. E. 38th Street, Bellevue, WA [protected]. If you've been screwed like this, TAKE ACTION. The only recourse I have is to take my 4-phone account to someone else next spring when the contracts expire - - - but by then they will be AT&T and because of this they don't give a damn. I'm not even going to go into the intolerably horrible customer service - which isn't service but customer abuse!

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danamichell
Titusville, US
Mar 27, 2011 4:44 pm EDT

A YEAR AGO MY FIANCE AND I SWITCHED TO TMOBILE..AT THE TIME THINKING IT WAS A GOOD IDEA! WE SEARCHED ONLINE FOR PHONES WE WANTED AND PLAN WE NEEDED AND THEN CALLED AND ORDERED OUR SERVICE OVER THE PHONE. REP WAS EXTREMLY NICE AND SEEMED TO KNOW WHAT SHE WAS DOING. WE REQUESTED AND PAID FOR EXPEDITED DELIVERY...OVERNIGHT...4 DAYS LATER..NO PHONES. WE CALLED AND SPOKE TO SUPERVISOR WHICH INFORMED US REP NEVER CHECKED OVERNIGHT DELIVERY BUT FOR SOME REASON WE WERE IN FACT CHARGED FOR IT. SHE DID CREDIT MY CC BACK THE FEE. 2 DAYS LATER WE RECEIVED OUR PHONES. MY FIANCE'S PHONE WAS AS ORDERED ALTHO MY PHONE WAS A DIFF STORY...NOT ONLY WAS IT THE WRONG MODEL...IT WAS A DIFF COLOR AND MARKED WITH A REFURBISHED STICKER! I CALLED AND SPOKE TO A SUPERVISOR AGAIN. SHE APOLOGIZED AND I RECEIVED CORRECT PHONE NEXT DAY. THIS IS WHERE THE SOMEWHAT GOOD SERVICE STOPPED. A FEW WEEKS LATER MY FIANCE'S PHONE KEPT FREEZING UP..WE CALLLED IN AND REP SAYS TO US...U SEEM TO BE CALLING IN ON ALOT OF ISSUES...OK...WELL...WONDER WHY? MIGHT BE BECAUSE WE R HAVING ISSUES! THAT PROBLEM SOLVED EVENTUALLY WITH NEW SIM CARD. FEW MONTHS LATER...WE MOVE TO A DIFF STATE...I CALL AND CHANGE ADDRESS AND REQUEST NUMBER CHANGES...2 HOURS LATER IM STILL ON HOME PHONE WITH REP THAT I CAN BARELY UNDERSTAND BCUZ SHE DOESNT SPEAK PROPER ENGLISH...I FINALLY GET SUPERVISOR ON PHONE AND EXPLAIN I HAVE BEEN ON PHONE FOR OVER 2 HOURS JUST TO CHANGE NUMBERS AND SHE SAYS PROCESS SHOULD ONLY TAKE 10 MINUTES BUT SHE CANT DO NUMBER CHANGE FOR ME..SHE HAS TO TRANSFER ME BACK...HOUR LATER..MY HOME PHONE DIES...STILL NO NUMBER CHANGE...I CALL FROM CELL PHONE..THEY TELL ME I CANT BE ON CELL PHONE TO DO THIS...NOW IM REALLY MAD...I CALL NEXT DAY...ON HOLD FOR OVER AN HOUR...GO FROM REP TO SUPERVISOR...I JUST WANT TO CHANGE CELL NUMBERS BCUZ WE MOVED...LONG STORY SHORT...AFTER ABOUT 5 HOURS TOTAL IM TOLD..U HAVE A FAMILY PLAN AND TO CHANGE NUMBERS ON A FAMILY PLAN THERE IS A WAITING LIST! A WAITING LIST? WHAT THE HECK DOES THAT MEAN? IM GLAD TMOBILE HAS SUCH GREAT TECHNOLOGY! THANKS TMOBILE!

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Joe DeAngelis
Meridian, US
Aug 12, 2009 6:48 pm EDT

Changed from Verizon to T-Mobile because it offered buy one flight ticket and campanion flies free! Got my pin number back months ago and cannot book anything because there no flights going to any destination listed as available. This is a out and out fraud and I suggest everyone in the same predicament contact there State Attorney Generals Consumer Affairs Office in your respective state. They need to be taken to task for scam!

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Cindy Bushong
Roswell, US
May 03, 2011 4:24 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I bought 2 t mobile phone, after two days of no reception and no call, I returned the phone to the place I purchased then, but was unable to get a refund on the (2 )$30 cards that were purchased, and loaded into the phones-that were returned. I was told to contact T Mobile for refunds, however T Mobile informed me that I could not get a refund, I spent about $120. for service on two phones and was only able to get refunded for half. I don't think this is fair, nor do I like the way T mobile treats their customers. The were not truthful in their adv. or what they promised. I would never recommend then to anyone.

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Margaret
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Oct 28, 2006 12:00 am EDT

Tmobile Account. Hi my name is Margaret Carrube and my son has just been enlisted into the coastguard. We have a family account with T Mobile for our cell phones. There are 3 of us on this perticular account. I called T Mobile and told them my son was going out of the country with the coastguard cutter cambell the ship he is assigned to. I specifically asked for a plan that would allow him to call home without any extra added charges. They told me the plan is 19.99 a month and he could call home from the virgin islands, cuba etc. When I received my phone bill it was over $400.00. I called to complain about this bill and they said there was nothing they could do but take off the charges for 19.99 a month it was for a blackberry international phone account. Now we don't have any blackberry phones. The woman I spoke to did not tell me anything about a Blackberry account.

They are willing to deduct the blackberry charges but say we are responsible for the calls for the virgin islands to here. They have mislead and lied to me about the plan I selected. I cannot afford to pay this bill. I am on disability and I feel that they are at fault.If they know they are wrong about the plan they gave me then why should I still have to pay for the extra charges? Please Help Me. Thank you Margaret

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KatieLee
Irving, US
Mar 17, 2011 4:58 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I have been with T-mobile for 10years and never had a problem until now. The T-mobile representative told me that when I add lines to my family plan that I would not be renewing my contract on the old lines. I decided to get new 2 lines and couple months later I decided to cancel my old lines and now T-mobile representative is telling me that all the lines' contract has been renewed so if I cancel the 2 old lines they would charge me $500 for cancelling the 2 old lines. T-mobile representatives should not be trusted because they tell you whatever you want and decide not to put it in their notes so next time you call due to the same problem it was never noted so it was never said. You are the one who had been scam by the T-mobile representatives. How can we know what they are writing in their computer when we are on the phone. T-mobile are liars and never to be trusted! They are FRAUD, LIAR and SCAM ARTIEST!

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mcrouch7
Yulee, US
Apr 26, 2012 10:17 pm EDT

My complaint is regarding my bill. T mobile has been charging me extra $50.00 per month for 3rd party billing that I didn't sign up for or gave t mobile the approval to accept these charges of $10/mo for 5 different 3rd party companies, and they are charging extra $50.00 for internet service for my daughter who I didn't sing up to have internet services. There is no record of my account actually utilizing any 3rd party services or approving these 3rd party service on my bill . T mobile have been doing this since last September 2011, according to my records. This is not the first time this happened and I can’t get a straight answer from the customer representatives that I have talked to. Each time I get a different answers. T mobile never got a explicitly approval from the customer.

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Lourdes Tsukada
,
Sep 30, 2008 11:15 am EDT

After a saga of complaints and working with T-Mobile on issues of erasing information, data placed on laptop which cannot be erased because it is tied into my Outlook, lack of knowledge on products (T-Mobile Dash), screw ups on invoices, etc.

I have discontinued their service after 8 years of loyalty! Now I am with Verizon. I do not recommend ANYONE to use T-Mobile.

Should you have complaints, see my previous emails and have your answers directed to the Board and the President's office. Do not mess around with Cust. SErvice - this is a waste of time and I have spent over 80 hours with total mess ups along the way and have purchased 3 phones or more in less than 2-3 years. Can't remember. See previous notes and all of the information is displayed there.

Good luck!

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slowhand712
Braselton, US
Feb 23, 2012 8:08 pm EST
Verified customer This comment was posted by a verified customer. Learn more

We signed up for a two year contract with T-mobile in November, the cost was to be $99.99 for two lines, so the paper work says Walmart where we bought it had a sign saying two lines for $70. Maybe insurance and such raised it but it should not be more than the $99.99 that it says on the contract. So far we have not received a bill for anywhere near that amount. we have gotten a bill for $144, $135, $135. Michael Cox has called since they won't talk to me about my phone and they told him the bill should never be more than $121. The service is bad, in downtown Chicago he had no service and missed 5 important phone call's. He is a truck driver and when his dispatcher needs to get a hold of him and his phone does not work it is not good. I mean come on down town Chicago and no service. I could see if he was in the mountains, poor service. So there for we are canceling our contract due to their not holding up their end of the contract and we should not have to pay early termination fee's, they quoted us a set price and they have violated the contract by charging excess charges.

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Renga
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Oct 13, 2006 12:00 am EDT

T-mobile refuses to honor its rebate offer for $30 on a T-mobile To Go prepaid phone owned by a friend of mine. My friend sent in all the right proof of purchase and original box panel and receipt information but never got the rebate. Called to the Customer Care number and others,where they told her they supposedly never received the material in the P.O. box. She never got it back so she knows they got it and before the deadline date. She also sent complaint letters to the only different Box they'd give her to send complaints to, and got no answer at all. This seems like fraud or bait and switch, they can't simply refuse to honor the rebates. She says not only was she ripped off on the price of the phone, because down the street they were giving away the phones for free if you also bought minutes, but all those were gone. She bought her phone in a T-mobile store, not from some guy on the street, but she had trouble with the number of correct minutes that came with the phone. T-mobile won't respond, won't send her $30. This is despicable. I want everyone to know. She is so angry she has told me she's thinking of a business reporting agency or something. I hope she does that. T-mobile makes offers and tries to get away with not honoring them, it looks like. Any advice about how she can reach the corporate people who seem well hidden, I can pass along to her.
Thank you.

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asar2012
, US
Aug 30, 2012 11:46 pm EDT

I ordered 3 phone kits from t-mobile.com on 8/9/2012 costing a total of $722. Each would contain the phone, SIM card with activation code and $50 prepaid refill cards. Last 8/24/2012 I tried to activate all three lines with Alex who I got cut off from (her end not mine)--so I called back and talked to a Melvin and finally a Gigi who told me that 2 of the SIM cards numbers included in the sealed box with the phone was deemed "Used" or "Old", which I have no idea how that could happen since the SIM cards looked new and was still attached to it's holding card. I was advised by Ryan of sales on the phone (who had conferenced with Gigi and me), to go to a T-Mobile store to get new SIMs--he said he'd 'attach' notes on the SIM card numbers so the people in the store would just hand me new SIMs and I could activate it online. I went to store#9881 on 8/26, they told me there was no problem with the SIM cards and they could process it, BUT I had to get the $50/mo 4G plan--now there's a web exclusive of $30/mo unlimited text&web w 100mins talk that I needed for the 2phone lines--i didn't need the unlimited talk since for my teens, they use their phones to text. So the people at the store called and a conference call occurred between me and "customer care" and the employee in the store--long story short, I ended up NOT getting any SIM cards. Store people explained their SIMs were not geared towards the web exclusive--hence the minimum of $50/mo 4G plan. Now store #9881 people suggested I go to Walmart since they have the same $30/mo 4G plan I wanted and get my SIM cards from there. So after dropping off my child on her 1st day of school on 8/27 I went to the nearest Walmart (18mi away) to get the SIM, people at Walmart said they don't sell the SIM card, they sell the phone kits--so I had to buy the phones to get the plan.

On the same day I called "Customer care" --spoke to a Mario, Carlo, Keith and a Connie. Now Connie was the most effective then, she actually gave me an activation code for SIM card #3 (I didn't mention that the 3rd phone came with a functioning SIM card # but NO activation code--this story gets better and better) then she placed and order for 2 "FREE" SIM cards with FREE overnight shipping--all I had to do was give a credit card # and be billed $1 for "fraudulent &holding purposes" then the $1 will be credited back to me upon completion of the order. So while processing, Connie informed me that it was pending and wouldn't push through--I know my credit limit and I had a lot of spending to do to reach that, so $1 will not break my credit score. She advised me to call my credit card company may be an online purchase would be flagged. So i did--AmEx said that they had no problem and actually approved 5 attempts, so the problem was not in their system but in T-mobile's. The beauty of this was that Connie gave me a "direct" number so I wouldn't go to the out sourced call center and she also gave me an order#. After talking to AmEx, I called the number and spoke to Maria, she said that it's normal for transactions like this to be pending for 24hrs, so I should expect an email soon.
8/28--no email, no SIM cards. I called and went through the gamut of people trying to bounce me from one department to another and trying to fix it this time Maria cut my line and Sylvia was left to deal with my frustration that by the time she connected me back to Sales, it was closed!
8/29 I called and talked to Eric, he said that he "tried" to fix it and place another order--to be on the safe side he got my contact number so he could call me back the following day with news of what has become of my order--I told him he could call me anytime after 11AM. 8/30--no call, no SIM, no answer. So I called at 6PM, again went through Diane, Shannah, William--he informed me that the best he could do was charge me $2/SIM card and have it shipped to me over night for free but I would get it on Monday--take note--I had already spent $722 and T-Mobile canNOT give me 2SIM card and a Saturday delivery for free?! Remember the SIM cards in question was packed by their company! SO i talked to a Jason, Julie, Mark, Matthew and Amani--she told me that they canNOT send free SIM card so may be that's where the problem lies that's why it cannot be processed...REALLY?! Then I got Nick and finally got transferred to a woman--unfortunately I did not get a name--who stayed with me on the phone for 45mins and finally--TAH DAH! Line got cut off. When I called back--guess what, sales department was closed.
I'm typing this on 8/31--and NOTHING has been resolved. I decided, to bite the bullet and pay the $2.18 (price of 2 SIM cards plus tax) and the free delivery would still get me the SIM cards on Tues 9/4-6...so I ordered the SIM online--guess what--there's a problem with processing the order...
Can I send the phones back? I "can" if i pay for shipping it back and the restocking fee...
T-Mobile--you suck & I can't believe I'm still trying to get your WONDERFUL (sarcasm intended) customer "CARE" (sarcasm again) service!

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Walden
, US
Dec 25, 2011 2:35 pm EST

Around November 29, 2011, my beloved Samsung Gravity 2 kicked the bucket after two years. She would power off randomly and after some troubleshooting, T-mobile decided to send me a replacement device. I was offered two devices (since the Gravity 2 was no longer available. One was a Nokia resembling a Blackberry; the other a Samsung TXT which resembled my Gravity 2. I opted for the TXT. I received my first (I've now had THREE!) TXT in the mail a few days later. Almost immediately I noticed I had one way audio on about 40% of the calls. I could hear the person, but they could not hear me. I called T-mobile and did some trouble shooting. They decided the device was defective and sent me another. My second TXT arrived in the mail a few days later. As soon as I booted her up, I went to sign into all my email accounts from the web2go feature (of which I am an avid user) and was irritated I couldn't get into my Yahoo! account. Since I hadn't sent the first TXT back, I placed the sim card back in that phone and found that I could access Yahoo! I called T-mobile and did troubleshooting on phone #2 to no avail. They decided to send me a third TXT. While waiting for my third TXT, the second TXT again displayed audio problems - one way audio and static. The Third TXT arrived. IMMEDIATELY upon use it displayed audio problems. I called T-mobile again (by this point I'd spent hours on the phone) and went through more troubleshooting - trouble tickets, checking the towers, a new SIM card. Nothing worked. I asked for a different device since clthe TXT has some issues. I explained in all the years with my beloved Gravity 2, I'd never had ANY issues and that it was very difficult for me to accept that there was not a known defect with my TXT(s) since the problem started the minute I switched. A representative informed me that she would send me a different device, but that she needed to call me back because she was having issues with the computer system. She never called back. This morning, after having one way audio during the second call (I have to power off the phone each time this happens to "correct" the problem), I called T-mobile back and inquired about what device I would be sent. After troubleshooting (probably the 5th or 6th times I'd been asked the same questions. Not very effective, you ask me)I was told that they could send me another TXT. I declined. I asked what sense this made since clearly there were major issues with the TXT. She informed me that the phone was not the problem; the network was. So why offer to send another TXT, then? Anyway, all of a sudden this morning there were "known issues" with the network in my area. So why did I go through 3 phones? And network issue for going on 22 days? I am beyond irritated and just want a phone that works 100% of the time. Or at least a healthy majority of the time. Also, I googled "Samsung Gravity TXT problems" and this came up oncnet reviews: "The problem with this phone is although you can hear the person on the other end, they can't hear you at all. This happens about 60% of the time. T Mobile sent me a new one because of the problem and I'm experiencing the same thing with it. I don't want t." Sound familiar?

I have now spent 22 days with a phone(s) that works approximately 40% of the time. I do not want another TXT; I am sure even if you are not that the phone is the issue. That being said, according to you, I will be waiting an undetermind amount of time for the network to be corrected. I am not happy. At this point, I have been credited $10 for two of the $5 shipping fees incurred for the shipping of the devices. I want all of them credited plus a reasonable credit on my account for this ridiculousness. Most importantly, I want a phone AND a network I can depend on. I am very, very upset. I have been with you for 8 years and used to speak so highly of you!

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Netupu
, US
Dec 18, 2009 7:57 am EST

Went to sign up for family plan for 2 people. They put in paperwork for 2 separate family plan contracts. When I went to store to ask them to change it and give me a refund they gave me the run around saying the person who was in charge was not there until the afternoon. I went back in the afternoon and they made up another story and this was the MANAGER making up the story. I called T- Mobile which fixed the problem but said they couldn't give me a refund for the extra account and that I would have to go back to the store and get a statement from the store that it was their fault. When I went back, the manager who was in charge when the mistake happened had quit or been fired and they said they couldn't help me since they were not the manager at the time of the incident. Needless to say- never got the money for the mistake that was so their fault.

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LARELL
Saint Louis, US
Feb 05, 2010 8:55 am EST

If you have a family please do not go with T-mobile. My son wanted a shadow so bad for christmas I went out to t-moblie to get the phone, but with a family of four I needed unlimited talk and text. Well they gave me a plan with 1500 minutes which doesnt work for chatty teens and when I asked what it would cost to make 4 lines unlimited they wanted to charge me my first born. I really did a bad thing signing a contact please dont do it! When I asked the questions what would it cost to cancel and the rep said 200 dollars per phone. This company stinks and doesnt like loyal customers I just wanted unlimited with out living on the streets to pay all the extra charges. Big mistake on my part.

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Dayle McKenzie
,
Jan 31, 2008 12:00 am EST

I had called T-Mobil to upgrade my phone and she would not give me the Sim Card that should have come with the phone. I talked to her over and over and she refused to send a Sim Card w/ the phone. Now, I need a new Sim Card for my phone because of my Sim Card being old and not working anymore, and I just had to buy one when I should have had a new one w/ my new phone in the first place. I have been a customer for 2-3 yrs. and I have never heard of paying for a phone and not getting the Sim Card w/ it. That is underhanded business, if you ask me.

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t moble
Wolverhampton, GB
Nov 12, 2009 3:27 am EST

i am deeply dissapionted with t mobile, and so angry that they get away with what they do, its unfair and really do think that the bigger well nown companys are the biggest criminals of all, they rob people of there money and get away with it, this all started with me as i had ay laptop with a 2 year contract in which the internet was through t mobile, ever since ive had this service ive had nothink but trouble and when i seem to contact t mobile i get no response and just the same silly little answers, im paying a monthly installment of 35 pounds and for over a year into my contract most of the time t mobile wont allow me to get accesss to the net, all they say is that the reseption must be bad, no way, i can have a great signal and it will boot me out, its really slow and just useless to me, i hate t mobile, why cant we be put through to head of office, and not be deffed out by other employeys, really do think they have robbed hundreds of pound off me and ive had a load of crap which i can do nothink about because of these stupid contracts they get u to sign, trouble bein when sign the contract they can give u a very crap service and u have to abide by the contract, plz somebody investigat these phone companys,

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thgiled7
Portland, US
Sep 01, 2011 3:11 am EDT

I have been paying 150.00 per month for YEARS - (Four of us on the plan)... Recently I asked the customer service to help me lower my rate, and she suggested a different plan that would help me save 20-30.00 per month. It sounded good, so I agreed to it. Well, I got my bill and it is only a 15.00 savings - pretty puny compared to what I gave up to get it. I just went online to manage my kid's accounts, and it said I had to purchase it at 4.99 per month. I called customer service, couldn't get through the automated system to talk to someone, and it cut me off. I called again and spent half an hour, at least, waiting for a representative. I told him of my problem and he said my access to manage my kid's accounts had been deleted with the change of plans. I spoke to a supervisor to ask him to please put it back on at no charge, since I was not informed it would be terminated with the new plan, and he wouldn't. I am leaving Tmobile as soon as our plans are up. You would think they would do better with a loyal customer. PS, Tmobile: THIS IS AMERICA. WE SHOULD NOT HAVE TO PRESS "1" FOR ENGLISH!

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FredH1
Magnolia, US
Sep 12, 2011 11:42 pm EDT

I was told by T Mobile that if I purchaced a web stick from them that I would have service at both my work address and my home address. I recieved the web stick took it tomy work and was kicked off the internet every time with in two minutes. I tried to use it at work, but continued to have problems so I decided just to use it at home at get rid of our internet service at home. Well it would not work at my home either. I called T-Mobile and they tried to do some trouble shooting and they could not make it work either. They said I could cancel my service and fax a letter to them stating all the troubles we have had and they could waive the $200 cancellation fee so this is what we did. I received a letter back from them stating that they would not waive the fee for us. The letter stated we could turn service back on and call their technology department. We have already tried this and they said they could not help us. I just spoke with T-Mobile and they said we must pay the $200 fee. I would continue to pay for the service if it would work like they told me it would. This is not right. Anything we can do about this?

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t woodford
Warwick, US
Sep 09, 2011 11:15 pm EDT

I CALLED T MOBILE TO GET MY PHONE # SWITCHED OVER TO ANOTHER SERVICE "OH NO PROBLEM CALL THE OTHER SERVICE ON THE 6TH OF SEPT AND GIVE THEM THIS # AND PASSWORD... THEY WILL SWITCH IT FOR YOU" ON THE 6TH I CALLED STRAIGHT TALK " WE WILL SWITCH IT WITHIN 2 BUSINESS DAYS . AFTER THE 3RD DAY NO PHONE ACcESS" OH WE CALLED T MOBILT AND THEY WON'T RELEASE YOUR # WHAT A LIE BY BOTH COMPANIES ! NOW I HAVE TO CHANGE MY # WITH MY WHOLE CONTACT LIST. BOTH COMPANIES ARE INEPT AND OBVIOUSLY CAN'T DELOVER ANYTHING THEY SAY THEY WILL!

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nomi1
Waukesha, US
Jul 10, 2012 9:00 pm EDT

I began to notice over the last few months that mysterious charges were showing up on my cell phone bill. One was a reoccurrent download of a video game (Paradies Pet Salon) and the other PREMIUM service for my daughter's line, (internet acccess which i had stated clearly I did not want her to have). I called and the representative who told me they had no control over these "extraas" because they were not created by T-Mobile. I found it difficult to believe that another company would join up with T-Mobile with them knowing. The rep said that we had the option of calling and opting out of the extra features (and chargea) whever we found the on our bill. Sneaky. Many people in a hurry and would just pay without going throughly through the bell. Sneaky. Just very sneaky.

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T-OBILE
RUSHVILLE, US
Nov 21, 2009 11:01 pm EST

THIS ISSUE WAS RESOLVED 10YRS AGO. I HAVE NEVER OWNED A CELL PHONE NOT THEN OR NOW. 10YRS AGO I RECEIVED A BILL FROM T MOBILE. I DIDNT KNOW WHAT T MOBILE EVEN WAS. I CONTACTED THEM AND EXPLAINED I NEVER HAD T-MOBILE OR NEVER HEARD OF VOICESTREAM (TIL U MENTIONED IT IN LETTER)AND THAT WAS THE END OF THAT

THEN I FOUND OUT IN MY CREDIT REPORT THAT 382.00 WAS ON MY CREDIT REPORT AS A DEFAULT. I GOT IT ALL TAKEN CARE OF AND IT WAS TAKEN OFF MY CREDIT REPORT.

I KNOW NOTHING ABOUT CELL PHONES. AND I CANT UNDERSTAND WHY 10YRS LATER I RECEIVE A LETTER FROM AN ATTORNEY.
PLEASE ADVISE. JANET CHAPMAN

YOU MAY SEND THIS TO T-MOBILE AS I WILL MAKE A COPY

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iwill remember you
Lakeland, US
Jan 19, 2011 3:45 pm EST

selling a phone with 2 year contract .. that was not even offerd with contracts.. ... and i cust service... i called you all day every day you guys are all i did cawll begging for help ..i will contenue to call try to get help ... its a game now ..
you see what was done to me and did nothing to help .. .. well i do now know the phone is not a contract phone at walmart when i was sold it so no thanks to you .. it now is offerd with 2 year contract at wall mart . .. run little boy in lake land

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jenny rs
Spartanburg, US
Jun 05, 2010 9:20 am EDT

Like other complaints i've read, i could not use my cell phone at home unless i stood in a certain spot, I called and was told to take the battery out and put back in, , didnt work. Today my phone was turned off, , I called over a week ago and told them that someone had got into our bank account, , and that the payement i made would be returned. I offered to fax the info from the bank to prove to them that I was telling the truth. I was told then not to worry I would have my services until the 10th. When i called to find out why my phone was off because today is only the 4th, , I was told like others there was no notes on my account and unless i paid today i just would not have a phone. Even when i explained all over again about someone getting into our bank account and offered again to fax the info to them, they didnt care, , words were, , if you dont pay today then you just wont have a phone.. I admitt I said things I problaly should not have said but you would think they would have some understand that we were robbed from our bank account and would try to work with us. I had the phones turned off and no I will not be paying the disconnection fee..let them sue me...I would love to see what a judge would think about it.

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tmobile sucks
Blacklick, US
Mar 23, 2010 11:09 am EDT

Ive its been with Tmobile almost two years and it has been a horrible experience. I have my payments set up to come out of my account automatically and has never been late. I still can't get the service Im paying for which is reception and god customer service. For my birthday I receive my birthday wishes text messages from friends and family 5 dys. late. And also any text messages sometimes ome through a week latr. Alot of times when family and friends etc. calls me they tell me my calls go straight to voicemail and my phone doesn't ring. Also sometimes when my phone rings the screen freezes and It want allow me to answer it. I barely get a signal many times when Im making calls or trying to send text messages. I have to rgue with the reps. all the time they are unprofessional as well as the management teams and everyone has fake names when you ask for real name. customers are not offered the complaint info when you ask for it. The hold time is always over an hour each call before you can speak to someone. They interrupt you and its like what you say isnt important they dnt. speak on it they just read yu a script and end the call most of the times. There's so many incidents.Many of my friends an co workers are experiencing the same problems and switch to Verizon and I think with so many isssues for so long I should be released from my contract and fees.

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Ironwolve
Leander, US
Jan 29, 2010 9:56 am EST
Verified customer This comment was posted by a verified customer. Learn more

I have been a T-mobile customer for 12 years (voicestream). Recently I wanted to upgrade my phone to a newer Samsung so called phone upgrade. I found what I wanted online called in to get the phone. Online it was free for a NEW CUSTOMER, but because I was an OLD CUSTOMER I had to pay 199.00 for the same phone. I couldn't believe what I was hearing a loyalty customer is getting thrown under the bus. I asked to talk to the supervisor same thing. So there you have it once your in Forget about the company taking care of you. It's all about the new customer!

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Robert
,
Aug 04, 2007 12:00 am EDT

It has come to my attention that my service was stopped for a day. Things were taken care of and restored. NP ... Now, I see on my bill a restore fee of $20 which after going through the 4 corners of t-mobiles contract states nothing about how any additional fees nor does it state the amount of said fees...

I asked to speak with their supervisor. Matt (0840732 employee ID )which has been the subject within these pages numerous times.

Quote unquote Matt stated that " Its a t-mobile fee!" Oh, really, Matt NP show me where ,anywhere that its stated in the contract I signed that I am liable for ANY specific amount if my account needs to be restored? Again, it;s t-mobile fee. Im sorry Matt you can not simply add something to an account if its not stated in writing or Terms and Conditions. (which it does not) You would not tolerate someone calling you saying you owe $20 for something that is not in the contract. Again, he said "Its a t-mobile fee and again I said show me your rate list and fees and this call will end right now... Didn't happen

Bottom line is this this is a Business scam adding $20 here and there and not giving the consumer full disclosure.

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jewely1781
Dallas, US
Feb 06, 2008 12:00 am EST

This is for those that are tired of getting stuck with charges that don't belong to them. I noticed my T-Mobile bill going up in price each month, so today, being tired of paying more than what I signed on for, I started to do some research on our bills. Apparently T-Mobile raised the price of our text messaging WITHOUT informing us. We have kept every single piece of paper T-Mobile has sent to us over the last two years... we use one of the phones for business so we had to keep any and all documentation for expense reports and taxes. We never received any "insert". On top of this, for the last year of our service, we have had dropped calls, static on the lines, no service, etc. We have called many times to get the technical problems resolved-even went as far as purchasing new phones (at full cost) for both lines and replacing sim cards-and still-the service is below par. As far as the texting goes-I did my research and then looked at our plan online... I signed in, clicked on "Plans", went to the bottom of the window and clicked on "See Other Included Services", went to the bottom of the next screen and clicked on "More Information About Services", On the next page...First paragraph under the heading "ALL PLANS" If you read the first couple of lines-you will see that T-Mobile themselves say that text messages are only supposed to be 5 cents a text. This is for ALL PLANS-Not just for mine. Yet they are charging everyone more! As far as I am concerned-this is deplorable-and earns them MILLIONS of dollars a month! A month-not a year or more. Think on it-every one of their customers is paying more than what they say they actually are charging. I called T-mobile and explained that we were very unhappy with the service and now we find out that our Text cost went up. I spoke to a lady and explained what I found on their website and started to ask why they were charging me more than they themselves state the charge is supposed to be. And here I have been paying more for TWO YEARS! She said this was a tax, I said no it isn't-read the paragraph. She put me on hold for a few minutes. When she came back, I asked what would they do for me since I have been paying more than required for 2 years. She didn’t know-so I asked for a supervisor. It took a few minutes-but I got one... She came back and actually thanked me for finding the "typo". She couldn’t believe that no one had found it before. She even confirmed the “typo” with her supervisor and then their business department. When I did get the supervisor, she was very defensive. I wasn’t-I was actually pretty nice. I explain everything again, and I ask her-what was T-Mobile going to do for me since I have been paying over their own rates for the last two years. She states that she has documentation that we received the insert explaining about the Text rate change. She stated that I HAD to have received the insert. I told her I was more than willing to send her every paper I had for the last two years, it isn’t here. Unless I signed it and gave it back (which if I had received it and they had asked me to at the time-I probably would have), she cannot say I received it. I am not a dishonest person-I would take a lie detector test to prove we never received it. She refused to give any-she only offered me a rate of .10 cents for our texts for the last month, but as of right now-I am officially notified that my rate of texts from here on out would be 15 cents per text. I couldn’t believe she said that-I repeated ”So you are saying, as of right now-you are officially notifying me?” She said yes. If that is the case-I should be able to cancel my contract because I am just now officially informed of my text rate change, and since we are still having service problems after trying everything they suggested, we no longer want to keep the service. We especially don’t feel that we should have to pay even more for services that we are not happy with. She said no-and I said-but you stated yourself that people had 30 days from the time of discovery to cancel their contracts without an ETF if they did not approve of the rate change, and you just “OFFICIALLY” let me know of my rate change. She started to get a little more rude now and told me she could not waive the ETF. I explained that this didn’t make sense, from what she herself said in the beginning of the conversation. We keep going round in circles repeating the same points of view. I asked to speak to her supervisor. She told me they weren’t there but she would have them call me. I have “print screened” the page with the 5 cent text rate-with the date of 2-6-2008, so they can’t say it didn’t exist. If 5 cents per text was on their site and I saw it-they should honor it, and have it retro-active for the last 2 years. I just feel that they are cheating everyone, and they aren’t even letting anyone know about it. We shall see what happens.