T-Mobile USA
reviews and complaints

Over 3 months, since I have purchased Protection 360 the feature of Identity Theft Protection still has not worked. I have never been able to setup the feature on my cell phone. It has been back and forth with T-Mobile and McAfee. They have not resolved this problem, T-Mobile tells me it is on McAfee, McAfee tells me it is T-Mobile. I paid for the T-Mobile application. and I am frustrated both of these companies have failed me. Here is a T-Mobile Case #[protected] and here is a McAfee case #1-[protected]. Please find out why I can't use this feature.

I have ordered internet service twice within two weeks and yet to receive the equipment and have spoken to some employees that were less than knowledgeable.

I moved from Arkansas in October, 2022. I changed my address on the site. When I ordered my internet service online, the address was the Lawrenceville, GA address and the apt # was included. The order was shipped minus the apt # and was to be received on 1/23 UPS# 1ZW0Y5800267605669. But was returned to the company on 1/23 for lack of apt #. The same day, TMobile billed me for the service, even though I was suppose to have 15 days to try the service. I had been billed prior to receiving the equipment. I had those charges removed (I think). Any way on 1/25 I reordered the service via phone with Jasmine. She began stating the Arkansas address. Repeatedly I explained to her that I didn't live in Arkansas & had moved in October. Told her that I had changed my address to Georgia. Anyway as she was processing the order I gave her my Georgia address several times and since she was having problems comprehending what I was saying, prior to ending the call I had her to repeat my address and clarified that I did not live on a street but the address was a highway. That person, Jasmine shipped the package to the address in Arkansas and one of the neighbor called to say I had a package. I asked them to drop off the package at UPS and did not know why they had sent anything to me at that address.

I then looked at my email and see that is where that person had sent it too. I then spoke with Britinia on 1/26 and told her what happened and that I didn't want them to send me anything. Just cancel the service. I gave her the tracking # that Jasmine had given me and told her I had not lived at that address since October. She wanted to try and make it my responsibility to making sure it was returned or I would be charged. Giving me a 90day or I would be charged. I continued to repeat to her I do not live in Arkansas and I would not be making a trip there to make sure something was returned. It was not my error. She act as if what I was telling her was falling on death ears and continue to read the disclaimer as if I had the equipment even though I continued to tell her I am living in Georgia and not in Arkansas. I am not going to pay for anything that was sent to the incorrect address. I hope the people in Arkansas do drop it off and I hope that UPS return it to you but I have no part in this. All I know I will not be using your internet and if you try and make me pay for either one of those servers, I will no longer be your customer.

This has been the most frustrating thing I have had to deal with in a while and I have sent over 2 hours dealing with it. Time wasted dealing with incontinent people.

Mary Hambrick

I cancelled my phone account at T-Mobile on 12/17/22. I cancelled because I originally had 2 lines for around $68.00 per month, after cancelling one line because that phone had been stolen the cost only went down a couple of dollars. In early January of 2023 I received what was labeled as my final bill in the amount of $457.34 and I paid that bill in full by credit card on 1/4/23. Yesterday I received another bill saying that I was late paying the balance due on my phone account, another $99.02. They threatened to send me to collections if it was not paid so I went ahead and paid it today, 1/26/23 to keep my credit in good shape. I intend to contact my lawyer to discuss this situation, I don't believe that it is legal to charge additional charges on an account that has had the final bill paid in full. Thinking that if they are screwing me over then they are probably doing the same thing to lots of others, maybe time for a class action suit? Kent Jackson

We have had a T-Mobile account for several years. We had 4 devices on our plan. In February 2022 my husband and I went to T mobile in Morrow, GA. We wanted to trade in our iPhone 8s and purchase 2 new 13 pro max iPhones and remove 2 devices (iPads) from the plan. The person working with us instead chose the regular 13 phones and began to transfer our data. I realized that he had chosen the wrong phones. We were told that because it was late and the store was closing soon, we could take the regular 13 iPhone home and come back the next day to make the exchange. In the meantime, he would hold onto our 8s iPhone. We returned the next day and made the switch to the 13 pro max. We were promised a $70 for each of the 8s phones. We were also supposed to have a lower payment plan now that we had 2 devices instead of 4. The amount we pay for service has doubled, and we never received a credit or rebate for the 8s phones taken from us. On my 1st call with T-Mobile, I was told that because we changed our mind about the regular 13 iPhones, we were not entitled to a rebate. I transferred 4 times and explained that the error was on the part of the sales person. The Rep then promise to issue a rebate. We have never received anything and our month cost is more than double of want we were paying. I have called at least 10 times and received promises that the rebate will be taken care of. At this point, I'm saying that T-Mobile Stole our iPhone 8s and are giving us the run around. Since we are over 70 years old, I feel the company thinks they can take advantage and nothing will be done. I also feel that because of their dishonest practice, we should not be held to the 2 year contract we signed.

Spent an hour on the phone Saturday with Customer Support. Spent 51 minutes on the phone with them today.
I sent the old crappy signal booster back to T-MOBILE in Houston, TX.
The Klumac Rd., Salisbury, NC store knows that I returned it, because I was trying to get a newer signal booster that actually worked. They saw that my old device had made it back and was on the doc.

T-MOBILE is saying that it was never sent back. It was sent back in May of 2022.
They're trying to charge me a non-return fee, in which I do not owe.
I've been so upset over this. My blood pressure has been up.
This is not the way to treat a customer. I have a credit score of 855. I had no use for your piece of crap signal booster.

Ordered replacement Pixel 6 Pro in July of 2022 as per offeres for free upgrade going from Sprint 4G to Tmobile 5G. Pixel 6 Pro was not delivered and order cancelled. Called back to Sprint/Tmobile and offered same deal on Pixel 6 Pro if I waited for in stock delivery or immediate delivery of Pixel 6 at $20 extra per month (in October). In November my order status was shown to have the phone in stock and I was told I would be notified of delivery time. I continued calling and "chatting" where I was told that my order was "stuck" each time. I was told that I could change the phone to a different free phone but they would not give me any model of Pixel phone for free but would charge me more for a Pixel. I am still waiting with my order with a pending status. I have not been offered an equivalent phone, i.e., same brand, unless I pay more money, i.e., bait and switch.

Back in early 2022 Compass Health Care was providing cell phones to their clients and said that the cell phones were to use and do whatever it is that you need to. They will never ask for the phones back so they were ours. So I made a online personal account using my personal information and I used the only number available to me to use. I am a game junky so I thought maybe tmobile offered different apps and games but I didn't know how to navigate through the account to find what I was looking for. I left it alone until I checked my credit report and seen that my information was impacted by T-mobile data breach so I call customer service to find out where to go to get the resources they were offering for those impacted the rep said he wasn't able to get into my account so I logged in and he asked me to explain what I was looking at to him so I did. The rep stated that if I wasn't the primary account owner not of the phone number but of the personal account itself I wouldn't have been able to view the billing information. I was able to view it as he had me to login and logout 3 times and same information every time. The rep started congratulating me I didn't understand why considering I thought a negative credit balance meant I owed so he explained that I didn't owe anything that T-mobile owed me. I took screen shots before and after. Tmobile removed the rep I was speaking to and assigned another who had the ability to tell account owners lies but they also removed my rights to view my own personal T-mobile account. This is what I was looking at

I was in store today for almost 1.5 hours and still no solution.Decided to buy new Flip phone(samsung)and after paying (of course) and activating new phone the salesperson was still not able to activate my phone completely(receive text but can not make phone call).So now after 1.5 hrs and paying i have to walk home with new Flip phone which does not work (not possible to make phone call). After all trouble shooting ,changing sim card ,resetting phone and network nothing. So they said they will call me on friday to let me know

Just amazing ,simply amazing!

Store --in Houma Louisiana on Martin Luther King Blvd.

I have impression that the crew of the store also needs some additional techical training how to activate phones .

not working phone --[protected](flip one)

My other phone --[protected]

In December 2021 T-Mobile was running a promotion of buy one phone get one free, so since my son wanted a new phone we decided that it would be a good christmas present, but since the promotion was buy one get one free, I decided to upgrade my phone. At the very beginning of the conversation I asked if I could pay for the phone in full to not have payment plans, the representative stated that it would be no problem at all. So I said let's do it. We were on the phone for almost 2 hours at the end she said that it was only asking for a downpayment that day, but not to worry that they would send me the bill to pay for the full amount of the phone, is just it was not lettting her do it that day. So I believe her, the first month bill came and I noticed that they were not charging me for the phones so I called and the representative said that this information was false and that in order to receive the promotion it had to be paid in monthly payments. So we were not happy due to miss information. We let it go since we have been a customer for 10 years with them. The other issue is not she told us at the very end after supposedly that it was not letting her add the two new lines so we had to switch to a new plan that was costing us $25 extra a month because we had a plan that they no longer had. So I asked her if anything on the plan was changing and she said no. So we went with it, eventhough it was $25 a month more. Today I called with some questions on our bill and I mentioned how we are traveling outside the US and in the past our text and data was covered just not calls, so I wanted a reminder on how much a minute was to make a call from outside the country to the United States and the represantive said $.25 a minute. Then he continues to say that because we switched our plan last December we no longer have international data included, but if we wanted to add it back to our plan it was $30 a month. So I said no, the representative said that nothing would change on our plan. Why would we have changed our old plan to a new plan to pay an extra $25 a month plus now an extra $30 a month. It makes no sense, I mentioned that I did not think it was fair to give your customers false information and he stated that he was sorry but there was nothing that he could do about since it was one year ago. I said well, I had no clue that our service changed since I was not informed and thankfully I called or I would of come back with a higher bill. It is T-mobile responsability to inform me of any changes on my account specially when were forced to switch plans. It was not our choice to switch the plan we had. I think this is very bad. We have had T-mobile for so long since they were always fair and honest, but with this situation we are shopping around to switch companies.

I'm beyond frustrated and ready to discontinue my services with them. I feel like now all I'm doing is throwing money away. I paid damn near $200 to restore my services last month, and now I'm going to have to do the same thing this month. I will admit the first several years I was with them was great, I had no problem at all, now my phone be glitching, screen be blinking in and out periodically and they expect me to keep paying these high price fees. Not happening, it's not worth the stress or headache. I will be getting a landline in a few months. Screw this!

I signed up with T-Mobile over the phone (landline). After 6 months of being a T-Mobile customer, I decided the $85 plan was more than I needed. So I went on-line and made the change directly from their website to the more modest $60 plan. Their website confirmed the change would take effect the following month, it did not. I called customer support, and after giving my info was told they could not help me as my social security number was incorrect. I went to one of their physical locations (drivers license and current passport in hand) to clear up the social security error and change my monthly plan (as instructed by customer support). To my surprise, the following month my statement came in at $85, again. Once again I called customer service, and again was told. They could not assist me as my social security number was incorrect. And that I needed to go to one of their physical locations to clear up the ID issue and change phone plans.

This company is an exercise in futility.

E. Galbo

I've been T mobile customer over 6 years and have canceled my account in middle of October 2022 and made a request to create a shipping label for device ( signal booster) which I ordered when I been a T mobile customer. The label I received in November 22nd and next day send over to T mobile warehouse. According to trucking numbers the warehouse has received the device in Nov 29th. But T mobile made a charge for non return device fee $303 from my bank account in Dec 8th. The customer service denied me to help to find a way to get my money back because the period of 30 days been exceeded since I sent the device. The T mobile states that shipping label was created in Oct 14th but was sent to me in Nov 22nd. Please help me to make money refund. Thank you!

I was told by their rep in a T-Mobile store that I could get 800 dollars trade in using my Pixel 6 towards the purchase of a Galaxy flip z 4. I accepted and was told I had to pay off my Pixel at that time which I did. He gave me a box and shipping label to ship the traded in phone to them. He told me to mail off the phone soon because the promotion will not start until they recieve the phone. When I got home and read the paper work I saw that he only gave me 400 dollaars promotion. I talked with customer service and was told to go back to the store. I went back the next day and the manager said they couldn't do anything because the expert had told me wrong about the promotion. I said ok just take this Galaxy back and ship me back my Pixel. She said my Pixel is gone and I can never get it back because T-Mobile doesn't have anything to do with traded in phones. I bought the Pixel from them 6 months ago for 600 dollars and I paid the remainder of my contract off yesterday at their store. I am in the process of cancalling my service with T-mobile but I think they should pay me at least the 400 plus dollars that I paid them yesterday to use that phone in a trade in that their expert didn't know what he was talking about. This is not the first time I have had trouble with TM. I should have learned. At the time I am writing this, the traded in Pixel is not even at the destination yet. They said they cannot contact the place I mailed it to to let them know the contract failed and to send my phone back to me. This is BS!

Today I switched to T-Mobile. But, I chatted and talked to its Representatives back on Dec 10, 2022. I got an email with tracking no for Dec 13 delivery of my sim cards, which never happened. Then, again called and she sent me another package, which shows on the way. Today, I saw that a bill is payable Jan 03, 23. I called & asked, she says we do prepaid billing and the day you ordered, you get billed for! too rude, bad listener

I don't understand the logic behind it. I need help.

Hello,

It has been two years that I have left T-Mobil and they are coming after me for some payments which I had made it. At the time of closure on December 13,2020 i had called the customer service and made the payment for the final transaction and confirmed that I do not owe anything to the company.

They different collection agencies are calling me.

Account phone # [protected]. Totally dissatisfied with internet service and the lies coming from the customer service provider. Are they trained to lie?

To many issues to explain in writing and I am aware the customer service employee writes their own notes so you will find no help in researching my problem.

I purchased the service at the beginning of Nov, 2022. THE NOTES SHOULD SHOW MY REPEATED AND MULTI-WEEK PHONE CALL TO RESOLVE ISSUE.

I was on the phone to customer service within 24 hours of installation. I was having signal problems. I was advised that T-Mobile would have to send a technician to my residence, to trouble shoot, and that it would cost $99.00.

The system was installed by a T-Mobile technician and within 24 hours and T-Mobile was trying to charge a 2-month rate?. I have become an expert in resetting my internet tower.

I was sold unlimited access to internet at 5G. I have repeated loss of signal. I have been advised by one customer service rep. that I have been sold unlimited, but if it is a busy time, I may be dropped.

Another said, it is like a busy freeway, if there are many trucks on the freeway, at any certain time, my service will be slowed.

Another advised she was moving me to a cell tower closer to my residence. I later checked the T-Mobile area map and there is only one cell tower in my area. So, she kept me on the phone while she kept me waiting and she lied.

Just so you know, I have called in multiple time a week, (while only having the service 7 weeks), and I have spent at least an hour on the phone, (in each call), to get promises, but no help.

Even the survey your send on your tower cannot be opened and answered. Which shows T-Mobile commitment to customer service.

Although, (based on repeated contacts with T-Mobile customer service and tech support), I do not expect a response, I can be reached at [protected]@msn.com, or [protected]. Ed Hearns

I have been on the phone for over 4 hours for a job I thought was simple. To port two lines from prepaid account to post paid account in order to keep the same cell numbers. I was told by prepaid to wait to cancel the account until I received the SIM cards which I received. I then called 611 and was directed to post paid where there was nothing but incompetence lack of understanding and extremely inefficient service where nobody knew what was going on. There is a very clear lack of communication between prepaid and post paid. I am appalled by the lack of comprehension and ability to even understand what is being said

I ordered an iPhone 14pro max but was sent an iPhone 14 pro. I returned the iPhone but I haven’t received my refund of my down payment. I returned the iPhone 14 pro in September. Tracking Number 9202090284184841868897

I had cancelled my account months ago. T-Mobile required that I go to a store with a valid ID. I reluctantly went in and was able to cancel my account and was told I had a remaining amount; I paid that amount immediately although I did question it. Apparently once an account is closed, they cannot open it again via the customer service line or even provide a way to reset the account pin code, but they can send you to a store location.

I just received a statement indicating I have a negative balance of $119.83 meaning they overbilled me. When I call again, they simply tell me even though I have social anxiety that I have to return to a store yet again with a valid ID and they will talk with the store and not with me directly. I find it unethical for a company to overbill an individual on a closed account and then require them to take additional steps requiring monetary and time commitments to correct their mistakes.

Taking time out of one day to do an errand can be taxing especially given being in a large metropolitan area. Being required to spend time and money to correct the mistakes of a corporation as large as T-Mobile has been a strain on myself in every way in trying to zero out this account. At every turn the customer service line has been of no help and quite often the point of additional frustration. T-Mobile has policies and procedures in place that simply are NOT customer service oriented and provide them with a venue to strong arm customers holding onto their hard-earned money. Returning money for services andor products not rendered should not be so difficult. It seems as though this practice is to put the customer back in front of local stores and salespeople to retain them instead of providing customer service.

Metro by T-Mobile 604 Aberdeen Rd, Hpt, Va. 23661 phone no. [protected]. Invoice 81197, Account 40774 Date purchased 12-05-2022 date went back to the r. 12-14-2022. Model # [protected] Serial [protected] Upgrade.price. $95.26. The Issue I was not told about the cord or special adapter. before the purchase. When I went to tell her my phone wouldnt charge She made me think just go buy a charger adapter. cause she hooked her phone and said its charging on her phone. I stated I charge it over night and it only charged only 35% then.the fisrt few days it charge but stopped thats why i went back not knowing abot the 1 cord.she gave me the number for insurance which I do have.Any uniformed information that I really didnot no and she should have told me first .I could have went another avenue.