T-Mobile USA
reviews and complaints

Jump update of my phone, i been a customer for 13 1/2 years with this company i was able to update my phones every years, but because i have an old package 3 lines for 70 dollars, t mobil don't allow me to upgrade my phone before i pay off the entire amount. With jump i use to upgrade every year. I think that is not a good way to treat there value customers. I have to pay my phone completely to be able to upgrade my phone. I will look a better option and will cancel my account with t mobil there customers service is not the best at all any ways.

The company had some one sign my name illegally and did not care and now trying to ruin my credit do not use this service they are unprofessional liars and disrespectful customer service they are going down hill after taking over sprint and metro the company is a scam and a joke

Trying to set up 2 new lines, but too much confusion with 20 people talking in background to understand anyone. Need to get these phones connected for medical reasons. Immediatly.

It is completely unacceptable that any company does not offer electronic written communication; via email or text.
So both parties can keep clear record and reference of communications. Voice or postal stamped (snail) mail only is not acceptable!
Especially if said company has a web presence that performs electronic business (exchange of monies for products or services)!
It should be required that online business have both email and snail mail for basic communications.
*chat apps or 3-party community sites like twitter, youtube, instagram, facebook, etc. Is not sufficient for clear record and reference of communications nor for private business communications.

My iphone pro purchased in Dec 2020 has several things that are not performing properly. I went in the Colonial Promenade T Mobile store on my first chance to see about it and after questions about health the woman in the store told me I could not be in their store for 4 months after having covid in December.

I work as a teacher in Jefferson County schools every day since August. I was off the appropriate time for quarantine in December. I have worked since (now almost 7 months) They were made aware in February, the day my husband tested positive to make sure I still come to work and I was told I still teach every day. When you staff told me to leave I explained I work everyday in a classroom. She said because you didnt tell them about your husband. Yes, I did. They knew 5 minutes after I did. This policy is rediculous and fear mongoring. No one is quarantining for 4 months. I am sorry I have 2 new devices through T Mobile!

After 17 years I switched from Verizon to T-Mobile and since my town doesn't have a T-Mobile store I stopped at the Sprint store because according to the internet, press releases and advertisements T-Mobile and Sprint are "One". I live in a rural area which has very poor internet service, so I wanted to sign up for the T-Mobile 5G LTE Cellular Home internet. I learned that T-Mobile and Sprint are truly not "One", but today a very nice lady from T-Mobile was helping me migrate my Sprint plan to T-Mobile and she said I would get the same plan and they would be able to transfer my phone lease. After an hour and a half on the phone I was suddenly transfer to someone in Puerto Rico and it continued down hill from there. I literally spent 5 hours on the phone trying to migrate my Sprint through several transfers, dropped calls and failed callbacks. Finally I drove 20 miles to the nearest T-Mobile only to be told that I could not migrate to T-Mobile because T-Mobile and Sprint are not the same company and never will be. My frustration is beyond belief at this point I'm to the point where I'm considering to pay off my phones and switch back to Verizon.

Prior to my son's deployment, I contacted T-mobile to ensure provisions were in place in case roaming charges were incurred. I was advised everything was fine and there was nothing to worry about.

A couple of months in we started getting texts that he was violating terms of service for roaming and his line was being blocked. The account is in good standing and always paid on time (16 years).

I called again and was told to ignore it. I was told I could purchase extra roaming but that it wasn't necessary, all roaming was covered. I elected to purchase the extra roaming anyway just in case.

Then we got another notice he was being blocked. Again, I was told to ignore it but that if we switched to a military plan by providing a current military ID, we would be safe from any blockages due to roaming. As requested, I provided his military ID and passports. I was told that was not proof of active military service and they wanted a copy of his deployment orders.

His deployment orders are not releaseable due to "sensitivity of operations," as per his command, which provided a letter confirming his deployment. THEY REJECTED THE LETTER, EVEN THOUGH IT EXPLICITLY EXPLAINED WHY THEY COULD NOT RELEASE HIS DEPLOYMENT ORDERS. Not only are they cutting off communications with family (which they claim they want to "keep families connected"), but THEY ARE CUTTING OFF HIS IMPERATIVE COMMUNICATION WITH HIS TEAM. Fairly certain this would be interfering with a special operations military command.

THEY ARE HARDCORE BLOCKING HIS LINE EVEN WITH THE LETTER FROM HIS COMMAND.

Looking for a carrier who has agents that are informed and competent. Been with T-mobile for 16 years - and 4 previous deployments with no issues.

Why are they doing this now? FED UP and looking for legal recourse for paying for services we are not receiving.

I was looking for a reliable cell signal since I live in a rural area. T Mobile said I would get a great signal in my area. I accepted their word. I had no signal at all, so I called and they sent me a signal booster, this only worked when I was at home using the phone. I called to cancel my account and to switch to another provider. The representative said I would be able to keep the phones that were free and that I would have to pay for the one I upgraded. He unlocked my phones and I switched carriers. Months went by and all of a sudden I receive a letter from Convergent Collections stating I owed 609.37, I called to dispute I have yet to hear back. I called again and now I owe over 700.00. I was told that one of my lines was not cancelled and that I owed charges for 4 months. I never received a text or any emails nor mail correspondence regarding this line that they did not close out when I cancelled my service. And now I am expected to pay this large sum of money.

Hi:
I buy a celular phone march 2020 on ebay, and tmobile bill me on august 2020.Pay $700 on ebay, tmobile bill me $1000. Customer service dont solve the isued.My email is : [protected]@hotmail.com
En marzo del 2020 compre un celular en ebay el cual pague $700, en agosto 2020 tmobile me factura $1, 000 dolares por el mismo celular.Cuando me comunico a servicio al cliente me indican que ese celular lo compre en una tienda tmobile en estados unidos a lo cual le indico que nadie a ido a estados unidos a comprar celulares, desde agosto hasta el dia de hoy he estado pagando a tmobile por un celular que no les compre.La respuesta que me estan dando desde agosto es que estan investigando.Creo que 5 meses es tiempo suficiente para concluir la investigacion.

I was given a quote for new service 12/22/2020. I was told as a Physician I was eligible for Magellan first responder. I was told all I had to do was fill out paperwork after service began. after 24 hours I was told that I was not eligible as a Doctor and that the plan would increase by at least 80$ if not more.

I never asked no heard of Magellan First Responders and was directed to this by the Sales representative after I told him what I did for a living.

Phone support was non existing and Support said the line was Poor and hung up, there own phone line. Never called back. Only after complaining on Facebook as recommended by Reddit did the problem get fixed still costing me 30$ more per month.

They tell you not to cancel ATT service but they did it anyway and made it difficult to switch back.

This is Classic Bait and Switch, you only get the discount to sign up then it is retroactively cancelled and an expensive plan substituted. Be careful and make sure that the entire cost is outlined and sealed before accepting a contract. They assume you won't cancel if they make it difficult, They are wrong

Around 8 months ago I had switched phone providers away from Tmobile for a better priced competitor. Over a month after my account was closed I began to receive calls about an unspecified debt from Tmobile that was invalid as I had already paid all outstanding balances and phone payments and my account was already closed. After talking with the company we had agreed the debt was in error and I had assumed resolved as no more calls were made.

Their fraudulent charge was sent to collections without any further contact to myself and only discovered on review of my credit score. This charge is fraudulent and I wish to see it removed from collections and my credit score repaired. If there is to be any base to their claim of a debt I demand to see an itemized amount of a debt prior to the account being closed and inactive before all contracts were null and void.

T-MOBILE, on behalf of the Defense Intelligence Agency (LTG Flynn's organization), under the current administration embedded highly illegal software into some of its T-MOBILE Apps in order to illegally spy on US Citizens.

Our analysis company is in possession of this software and other detailed data on T-MOBILES involvement with DIA (names, dates, corrupt bank accounts, etc).

We are working to be prepared for the end of this administration; and the subsequent revelation of this data, and criminal prosecutions against persons at T-MOBILE and DIA. We also seek communication with any other US citizens who have evidence of being illegally spied upon by T-MOBILE or DIA.

Patrick Vye
President, Seamair Analysis LLC
Ph: +[protected]
[protected]@protonmail.com

1.0 star rating8/21/2020
I was treated really bad and profiled by this store and the company it self Do not use there services period they do not care about there customers at all they lie to u profile u and dont about any one but them selves this company and its stores the service does not work in reno period if it does it hangs on on me 5 times in 30mins or less every day this is unprofessional the company has refused to do any thing there for I am going to see to it personally that the U.S. Equal Employment Opportunity Commission is notified how miss use of power against customers and dont get to help people I will be filing discrimintation against the store and the company it self if my issue is not resolved by the end of this month i want the account termed no cost nothing owed other wise I am going to teh Federal government and Im going to make sure this is taken care off regardless do not use this service

Purchased the unlimited lte plan with sim card and had nothing but problems from the start. Constant disconnects. Tested on two routers, same result. Called support, no help. Save your time and go elsewhere. Have to post this from my cell phone because our home has no internet.

T mobile block my unlocked celular that I bought in BestBuy .. I am goin to my fourth day without a phone and still no solution... I am looking for a legal representation... I try to have a solution in the store but the employee told me to call 611 because they don't fix those problems ... they only sells phone and he continue play a game in his celular .. wow ... they has to stop doing this to customers ..

your company has done nothing but be rude and does not care to explain all policys period I was lied twice in 24 hours your company does not care to help there customers you have stolen money from amd now charged me a again which i find unprofessional no one told me about buyers remorse with restocking fee when i got this account so i closed it today and come to find out I was rippedf off and lied to which is the one thing company should not do to keep customers

The pink color is all you can see.
Last year, I went into the store to purchase and asked for a new mobile phone. End up I got stuck in the store for 2 1/2 hours and absolutely watching and scary speaking and dialogue from the staff who works there. The drama is like two to three people dressed like terrorist green customer and making a lot of attention. And when I asked them to stop they said they are the staff and manager of the store. I was trying to spend at least $200 in one hours, I think that is the worst manager I have even seen. I got no choice cause all my handbags and everything is with me in the store, so I stayed in peace. And the worst part was, when I served by a female staff, and when I have more than several question the manager is so rude, and he said like you have to say PLEASE if not they want me to get out of the store because I spoken fluent English and they don't.

This is the absoulte strange scene I have ever seen, like a bunch of insane work in the store. I am pretty sure if I was with my two kids and they did that I will call on police or e-file or something, and that is rudest of all to purchase a cell experience that I have. He is a Mexcian people again, I dislike Mexcian customer service, just like AT&T, is the worst, no professionalism at all and not to mention I will give them referral business in the future. NEVER. Will...=[

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Moving to the country left me with unreliable service with T-mobile. They were informed that the account had to be closed due to bad coverage, also turned in the Iphone that was on lease. Second phone was paid off. Now I've been reported to the Credit Bureau for $900. for the same phone I turned in and my paid off phone is locked.
I have call customer service every month since June and been to the store after talking to customer service. Does anyone in the company really know what they are doing.
What's it going to take to get this resolved. I've done everything I was suppose to do.