T-Mobile USA
reviews and complaints

Bought a Wi-Fi router. Sent it back once we finished using it. They said they took care of it but a month later they notified us that we've been charged. We go back complaining on why they charged us for no reason. They said they took care of it. After a month goes by, they keep saying we owe them money this has been going for around 5 months now and they keep bothering us for something that we returned a long time ago. We've called several times and complained to their representatives they said they took care of it and gave us a confirmation number: [protected] but every month they send us an envelope stating that we still owe them money. now they have a collection agency insisting that i still owe.

A few months ago I signed up for Tmobile internet. All was fine except the mobile hotspot device they provided did not work. I tried several times to get it to work but finally had to do a warrantee return and get a new one. Than one was not any better so I called Tmoble and cancelled the line tied to the hotspot. I thought that was the end of it until I noticed that I was now being charged a monthly fee for the device.

After having a thoroughly unproductive conversation this morning (3/12/23) with first a team member and then a supervisory team member, I was both surprised and disgusted with the complete lack of customer service I received. Neither was even slightly interested nor sympathetic to my situation or motivated to offer even a hint of a reasonable solution to my predicament. Customer retention was clearly ÑOT so much as slightly attempted by either one of these two.

In fact, the first one so much as told me that if I chose to terminate my service with Tmobile, that I would still continue to be billed for the piece of equipment that neither works nor do I want. If you truly do record these conversations, go back and listen. I was told that when I cancelled the device, I also cancelled the promo and therefore now had to pay.

For many, many, and again many years I have spoken nothing but good things about Tmobile to everyone I engaged in conversations with about mobile service. However, after today, I sincerely believe that I will likely cancel my service with you at the end of this billing cycle. And that is a hard decision to make.

On Friday, I tried to make an online payment for my prepaid hotspot which was declined and tried again, and failed. On Saturday, I went to my local T-mobile store and the manager there spoke with a representative who said she would give me temporary service until the next Monday. I tried to connect the next day, Sunday and had no service. I called Customer Support and was told I needed to make a payment; when I tried to explain the situation, he started talking over me, saying, I can't hear you, you're fading in an out." I called back and spoke with a different rep and when the conversation reached the same point, she started talking over me, saying, I can't hear you, you're fading in an out." I went back to the same T-Mobile store and spoke with a customer service rep there who called Customer Support and told them what the Support Rep had told the manager on Saturday about extending my service until Monday and he was told, that that was not correct, so I have not attempted to make another payment and will probably cancel my T-Mobile prepaid hotspot account.

I was lied to from the very beginning. It takes 3 hours on the phone for T Mobile to get a foreigner to ask for absolutely every bit of personal information one person could ask another then just to be lied to.

The Lie was they were offering a promotion that stated if i started an acct They would code in a promo to make the Franklin T10 Hotspot device free as I will be purchasing data from them monthly.

Next thing I know without even 1 gig out of 10gigs used off hotspot I receive a bill for $145.00.

Criminal and total false advertising.

Talia is a representative for assurant insurance 360. She took my bank MasterCard information for my deductible payment. Within a very short time after she ended the call with me I saw a fraudulent charge on my bank account for $99 and $1.00. She is the only one who had my bank account information and I will be giving her name to corporate and she is fraudulently stealing peoples bank information.Also, I should also not have to speak to someone in other countries other than my own who does not properly communicate or understand me. I lived in another country so I am well aware of cultural barriers. But if they do a customer service job they need to speak so I can understand them and they understand me without repeating things a billion times.

T-Mobile was charging me for iPhone 13 I purchased and returned I just noticed they’ve been charging a whole year now when I asked for my reimbursement they said no they can only credit I told them no I want my reimbursement and now they refuse

This issue has been going on since 2021 and I’m just noticing

I’m asking for my $600 that I’ve already paid towards the iPhone13

I had Sprint for years never has an issue with billing, on 11/2022. I was offered a promotion from Sprint if I upgraded my phone. I took advantage of the promotion and Sprint did honor the credit through what they called a Care Mark Credit. Now that my account was transferred to T-Mobil the credit was not honor. I have called several time T-Mobil and asked them to pull the calls and records from my Sprint account and they either hung up, laugh at me and tell me to try to sue them if I can. Very frustrating and what a horrible service this company has. Just waiting to payoff my phone to transfer my services. Per Sprint they have submitted everything to their back office to process the credit however; T-Mobil still not honoring the credit, no matter what Sprints does.

Tmobile equipment (signal booster) was returned on 11/25/2022; I am still waiting for a corrected final bill. I was told on 1/12/23 that in 3 to 5 business days, there would be a resolution. Today (2/27/23) I called and was told "in 3 to 5 business days, there should be a resolution", "we are still trying to locate the device", "there a many people that are in similar situations".

In the meantime, the last correspondence from T-mobile dated 2/21/23 states it is a final notice, I need to pay balance in 10 days or it may be turned over to a collection agency (i have worked hard to keep maintain my credit).

I was with this company since Voicestream, This is an unacceptable way to treat someone that stayed a customer for more than 17 years.

My mother had a pre-paid account with T-Mobile. She passed away in April of 2022. She still had a balance of $80.36 left on her phone. On February 21, 2023, I received two emails stating that her service was cancelled, and her primary number, [protected] was cancelled. When I called to ask about getting her $80.36 refunded, they informed me that the account of the prepaid money is only good for one year and it expired in November of 2022, so no refunds are available. I did not receive any notifications informing me that her monies would be expiring. T-Mobile told me that they do not send those notifications out. That is unacceptable!

Re: Disappointment, Anger, Frustration, ignored, etc.

To whom it may concern,

On January 20, 2023, I went online for T-Mobile to suspend my phone because my phone was stolen. I was not able to pay the deductible at the time, but I wanted it disabled. On February 9, 2023, I attempted to file the claim but was not able to because it said the IMEI was incorrect. When I tried to call Assurant, they said my passcode was incorrect. I then called T-Mobile for verification. He apologized for my problems and stated that he would take care of it. He placed me on hold and when he returned, he stated that he would take care of it and I should have my new phone on Sunday February 12. He texted me his information and was going to call me on Monday to make sure I received the phone. Neither of these things happened. I then called T-Mobile on Tuesday and once again explained the situation and after a brief hold, he told me that he contacted Assurant, and they would take care of it. He transferred me and the line was disconnected. That ended that.

I went back online to attempt to file it again and put the same IMEI number as before but this time it worked but was to an incorrect phone. It said that it belonged to a Galaxy not a Moto G. So, I called Assurant and told them that the phone was incorrect. I could not understand what was being said to me. A representative called me, and I stated again that the IMEI number was correct, but the phone listed was not. She assured me that it would be taken care of.

On February 17, 2023, I received a notification that my claim was denied due to misrepresentation of facts. I called to speak to the Supervisor to find out what that meant. She stated that the phone I was claiming that was stolen was in fact used the month of February. I explained again that they had the wrong IMEI number. She stated that it was the IMEI number I listed, and I told her how I could put in a number I don’t even know. The phone was a Moto G not a Galaxy and I had tried to tell people this, but nobody was listening to me. She said again that the claim was false because the phone was in use and that was the IMEI I put into the claim. I explained again that I’m sure it was being used but it’s not my phone. Once she started being rude, I asked to speak to a manager because she was not listening to me and calling me basically a liar. I then spoke with the manager of Assurant, and explained the conversation I had and why I was becoming very angry and frustrated. He told me the same things she did regarding me misrepresented the claim. I explained again the IMEI number was incorrect the phone was a MOTO G not a galaxy and I could not have put the wrong number in that I don’t know. He placed me on hold and said he called T-Mobile and they told him that the phone had not been in use the month of January and the claim was still denied.

I since then called T-Mobile and had the line cancelled. Eventually I will cancel my account. This is not the first time I have had problems with Assurant, but it has been the worse. This includes T-Mobile.

I was treated horribly, basically called a liar, and disregarded as worthless. Again, nobody listened.

Thank You for reading this letter.

We had the same issue last Fall, was corrected, then started acting up again about a week ago.

Issue - internet drops for a few seconds and causes TV apps to log out (many times a day). then have to log back in and find the program again. very frustrating as it was fixed last fall, and now something on the back end happened and the issue is back again

Have rebooted Router, and also rebooted flex box. Issue continues.

Thanks, Rick

I have been a T-Mobile customer for 20+ years. Up until now, I have been happy with their service. However, about a week ago I began to see advertisements for free I-Phone 14+ and Samsung S23 phones for new customers. I called into T-Mobile support on Monday 2/13/2023,27 to see if they would give me the same offer they were giving to new customers. Previously, when I dialed 611 or called T-Mobile customer service, I spoke with someone in Texas. The last time I had an issue was a few years ago, so I was surprised that the Customer Service people are now in the Philippines. It is difficult to communicate with the representatives due to the lag time in each other's voices as well as their accent. That resulted in both of us talking over each other multiple times.

In any case, I called on Tuesday, and, after waiting on hold for 27 minutes, I hung up and called back about a half hour later, and, again, waited on hold for 39 minutes. The Representative who answered was very nice, and after hearing my question, and doing research, he told me he would have to speak with a supervisor who would call me back withing 24 - 48 hours. The first person who called me back went to voice mail (my phone never rang), so I was unable to speak with them. The next person that called me back was on Friday 2/17/23, and they simply said that they were still checking into it and would call me back within 24 - 48 hours. They called back today, and again, their call went right to voice mail (my phone never rang). I called in to try and get an answer, and, again, waited on hold for 35 minutes. The Representative who answered was unable to answer my issue, and said she would have to bring in a supervisor who would call me back. I told her I would prefer to hold on since I didn't want another call to go directly to voice mail. After waiting another 5 minutes or so, the supervisor, EUGENE ID#231010, came on the line. He refused to read the notes on my file, and insisted that I go over all of the details with him again. He was absolutely no help, and was also very rude. After all of this, he told me the offers I was seeing were only for new customers, and he would offer me nothing. I said I guess I will look into going to Verizon, since they were offering promotions to new customers. I then hung up with this very rude and incompetant supervisor. About 30 minutes later, I received a message on my phone that said "sim card not provisioned mm2". When I googled that, I found that it meant that my sim card was deactivated. I went online to my business account to try and get help there, and it no longer recognizes me there. Therefore, EUGENE disabled my sim card without my authorization! I plan to go to a T-Mobile store tomorrow to get this resolved, but I am fuming mad at T-Mobile, and I would no longer recommend that anyone use T-Mobile for phone service. What happened to this once great company?

T-mobile is committing FRAUD I Mhad ordered a New Samsung S22 ultra, it arrived and I immediately Realized that I ordered the wrong Storage size I contacted T-Mobile and was immediately told that I could return the device under buyers remorse with no penalty. Upon arrival on 10/31/22 the Warehouse lost my handset and I spent the next several weeks trying to get that tracked down. Three months later I still have not received my $89 activation fee refunded. In the meantime I was having issues with my note 10 it would over heat not hold a charge and NFC didn't work. I contacted my accident coverage assurant to File a warranty claim. They told me that my issue was covered directly with T-Mobile. I contacted customer service & was told to go to send in my device directly toT-mobile. I received a letter that said my warranty replacement was complete and everything was fine. The next thing I know I have a $805 phone bill. So I began contacting Supervisor's who told me it would be resolved. Than I received an email that said my out of Warranty fee is valid and "Would not be adjusted "

I contacted T-Mobile Social elite care team. They claim my phone had a Crack on top left corner. I told them it had to of been damaged in shipping. They say I still owe $805.

I changed to T-Mobile after confirming 5G service at my seasonal address is Casa Grande AZ. I was assured of full 5G service was at my address and I signed up. I have been having trouble with calls not going through for two months now. The internet speed today was slower than 0.44 Mbt. I have been to the T Mobile store, and they continue to tell me that the tower is "out". I want a refund for my service because I am going to have to buy additional service from Dish Network to get adequate internet service. I am very disappointed in T Mobile

2/13/2023 Spoke with agent at local tmobile store to remove an unwanted charge on my bill. Come to find out I never needed the service that this charge was for and I have been paying for it for many many months. They said I needed to call 611 to talk with a rep. I have called 3x's and speaking with a different rep that can't speak English. First two calls I was dropped. Third rep very poor English and put me on a long wait to review my account. I got tired of waiting for the rep to return and when she did told me she was still reviewing my account. It should be a simple process but the rep's all make it very difficult. I am going to search for a new provider.

T-Mobile has terrible cell coverage, especially in the Southwest, AND the WORST customer service! We chose to employ our "cancel at anytime" term in our contract and they still charged us for the following month. We visited their store and called several times to clarify the overcharge and they couldn't answer our questions and concerns and refused to remedy the situation. Instead, they referred us to their credit agency and threatened our credit rating. We eventually won in arbitration and was awarded $1,000 for our hardship!

I have not Sprint or T-Mobile accounts. Yet, I have been charged (at least) two separate times for a total of $831.84, as follows:
t mobile HANDSET 8292929 WEB ID [protected]
for $229.85 (December 27, 2022)
AND
t mobile ivr pcs svc 5615605 WEB ID [protected]
for $601.99 (January 25, 2023)
I have made several attempts to contact various departments with both T-Mobile and Sprint, via phone, in person (at 2 different T-Mobile outlets) and online, for several days now.

I’m not filling it out again the first time the wait till I’m finished to tell me there is a character limit. So I do it again but without details not enough characters. All I’m gonna say I’m not a account holder and despite what T-Mobile says they never once gave me any information.. So last week I tried to settle the situation same story no information for me it’s not my account. So they are not gonna turn my phone on and they won’t release there sim. Your terms talk about customer bias what about yours

I got a phone from T-Mobile which was defective from day one. It only makes outgoing calls occasionally and on some calls the call connects fine then during the conversation the other party is unable to hear me. The store didn't have a case. I ordered a case but before I got it in I did drop the phone and it got a crack on the screen. I spoke to T-Mobile who said they'd send out a replacement to the store since it was defective from day one. When I went into the store I spoke to AJ, a manager, who basically called me a liar when he told me that nobody at his company said that they'd replace it. He then said..."have a good day"... a nice way of saying get out of my store. I don't mind them deceiving me as much as attacking my character. I then looked up a number for corporate who told me that they no long help customers there. So it's a merry go round with these people. I would go with Patriot Mobile if I were you. I have a friend who has them and they take care of their customers.