T-Mobile USA
reviews and complaints

Beware T Mobile and virgin mobile and possibly many others.
After downloading a so called "FREE" mp3 ring tone maker from tmobile I received a text message that I will be charged $9.99 every month for subscribing to Jamster, not even a minute went by and this text came through, I called T Mobile and they said they would refund my money and block Jamster for me at a premium of $4.95 if I want that service too, I said are you kidding me! How could this have happened I said! why and how could I be charged for this, he sounded very nervous and said it's a third party sir but we have ways to block them and refund your money and not to worry it will be taken care of this time, but next time you should text in capital letters STOP in the message and it will be blocked. I hung up because I was to frustrated to talk and started searching for answers on the Internet and found that there is a class action law suit against tmobile for Jamster and other products and many people complained they had been ripped off and that TMOBILE and Jamster and others are part of T Mobile. Folks ITS A SCAM! plain and simple. I hate the cell phone companies to the point that I don't even want one now. These people are low life ###

http://sfbay.craigslist.org/sfc/mob/1960402692.html

Goes by Kyle Grayson now. I almost fell for it, until he asked to be paid by Western Union.

The same thing happened to me with Nikki Ortiz, but instead the Craigslist listing was out of Pennsylvania. I wish there was a way to get in contact with her to get my money back.

Hey, after visiting a T-Mobile Store my phone was cloned and international calls were made. Maybe someone in the store is involved in the scam. T-Mobile refused to investigate and, since, has charged me for everything but the kitchen sink. Don't use T-Mobile and if they merge with AT&T, don't use AT&T.

Do you people out there know out there that if you purchase a phone from t-mobile and you do not discover that it has a defect immediately that they will not replace it with a new phone.

I purchased one and it had a glitch in the text messaging part. Not something you pick up immediately.

I took it to two separate stores who could not figure out what the problem was the second one told me it was definitely defective and to return it. I went back to my original store of purchase and was told they would not replace it but would send me a refurbished phone in the mail. I said that I just wanted it replaced with a NEW phone and they said it was not their policy. Today I received their replacement which was all scratched on the screen and had little white spots on it. I am assuming it had been hit or dropped. I called their customer service and was told that they absolutely would not replace it with a new phone it was not their policy. If I cancelled their service I would have to pay the $400.00 for early cancellation.

Call me crazy but is this not abuse to the consumer. How did all this happen and why do we let them get away with this kind of business practice. I am just letting everyone out there know that think before you use T-Mobile. They do not have the customer service that you think they have.

I have started a plan with T-Mobile about Dec. 11th 2008 I have had 3 TMobile branded cell phones fail on me and can not get a one of them replace by TMobile. After many calls to tech support I have now learned that all account notes from the first phone failing are now missing and replacement will not be honored. I have been waiting since Dec for a replacement. Also my Fave 5-s were changed incorrectly by a tech and I lost a lot of minutes due to this issue. The best tech support could do was give me a one time hook up of 50 minutes. I am highly pissed. I run a computer company and rely on my cell as the main line. I have already lost 2 big contracts and have tons of clients of mine pissed off at me because I keep telling them my new phone is on its way. I was also told my new phone was on its way when I first called in. Every phone I have had so far and that's 3 in a row, have not been dropped they do spaz out and reboot when they want tell me no network coverage or no sim found when ever they feel like it. I need this issue fixed. I would like to know how you got 2 years in a row JD POWER best customer care award and now I am treated like no one cares. I run a business I need reliability. I am starting to look like a fool to my customers cause I am trapped with this phone for the next year and 1/2. I also call tech support just about every day to try to fix these issues and nothing is what I get.

2 weeks ago, I paid 30 bucks asking for changing to the $30/month plan with 1500 talk+text. but it seemed that they did not change the plan for me, just put $30 into my account, just like "Paid as you go"..
It cost me money when I made every phone call or text..I talked to the dealer and he said "it is ok, do not worry, it will change tomorrow.."

Last week, my phone could not make any phone calls or texts, and I dialed "#999#"..oh my god, $0.04 left..they have not changed the plan for me..
Then I came to one T-mobile store in Manhattan last Friday (Black Friday), and they told me that there was no any plan in my account, only "paid as you go"..and it has run out of money now...They sugguested me to go back to the original T-mobile where I asked for this plan service and talk to them...otherwise, I had to pay another 30 bucks for this plan if I still wanted to use it..
From Saturday to This Tuesday, I have come to T-mobile store in Sunnyside (46st, Queens Blvd) for 4 times, the problem was still there, every time they used all kind of excuses to avoid to admit their mistakes..."I have to ask my manager first, he is taking care of his baby now...come here again tomorrow".

On Tuesday, the dealer asked me to talk to their prepaid staff on the phone and the guy told me that "you have used up all your minutes...in 1 week"
Then I asked them to print out my phone bill and so I can check how many minutes I have used...but they said "No, we can not do this for you..."
If I have used up all the minutes (1500 minutes) in 1 week...I think I have called Jupiter or Moon every day...

The most funny thing is the dealer in the store kept telling me "sorry, it was our mistake (the prepaid staff did not change the plan for you)..but I can not help you here, I have nothing to do now..."..He showed me the system in their store and tried to comfort me...the system did not say I have used up all my minutes and in fact, nothing happened...1500 minutes remaining...
and he dial #999# on my cell phone, it still shows $0.04 left (Paid as you go), not "minutes" left (Plan)...

How come one T-mobile said there was no plan in my account (only "paid as you go") but the other said I have used up all 1500 minutes of the plan?

How come the dealer in T-mobile said it is their fault but can not help me? Am I the one who forces them to make mistakes?

How come I got the phone bills and reports before but now only "sorry, we can not tell you how many minutes you have used"? maybe because T-mobile does not admit their fault.

what a great service of T-mobile..

I will cut the T-mobile now, today T-mobile maybe only lost me one customer, Tomorrow the second...

and I will suggest my family and friends to quit T-mobile...I will tell everyone what happened...

Hey, after visiting a T-Mobile Store my phone was cloned and international calls were made. Maybe someone in the store is involved in the scam. T-Mobile refused to investigate and, since, has charged me for everything but the kitchen sink. Don't use T-Mobile and if they merge with AT&T, don't use AT&T.

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To Whom this may concern i have a proublem with your tmobile cells phone we try out your phones for about a month or longer and we have call you people so many times that we cant get no services on the phoneswe couldnt call out or even send out any texting we would be an trouble if we had to call 911 because we wouldnt beable to call we want to send back your phones as soon as we can with no charge at all your company got into my account and took 200 from my checking please return my money to my account i have told u people alot of times that i couldnt get no service on the cells phones many of times and you wouldnt listen now im telling you all once an for all im sending back your phones and i want my money put back or i will get intouch with who ever i have to i want my money and every thing off my credit from you company thank you Mr and Mrs Thomas Stafford

I had a similar situation with the threat of a $400.00 fee made by Tmobile and terrible customer support experiences, too. They were AWFUL to deal with. After my contract had ended, I was told that I couldn't get out of it because I "went online to tmobile.com and signed up for another two-year contract". Lies! Horrible lies. They had no proof of such a thing and wouldn't supply me with any either. I fought for over a month, threatening legal action up the wall, but it wasn't until I discovered a list of phone numbers and e-mails of "higher ups" on consumerist.com that I finally got some resolution. I spoke to Pancho Hall, at [protected], ext. 3418039 and had my Tmobile account closed once and for all. It was a migraine and a half though. I don't have any enemies, but if I did, I wouldn't recommend Tmobile to them. Never ever.

They stink!

T-Mobile simply has NO customer service. Hopefully someday they will have no customers.

I have been a T-mobile customer for 4yrs. THEY SUCK ! I HATE being HARRASSED by their computer calling my cellphone at random times, including early in the morning and late in the evening.

The "service" is marginal and overpriced, it takes 15 minutes or more "on hold" to get a human being on the phone, but --

I'm calling them tomorrow, and giving them 1 week to decide if they want me to keep paying these damned HIGH BILLS of $80 or $90 for the very SMALL amount of time I spend on the the phone.

If they refuse to insure that I will not be CONTINUALLY HARASSED SEVERAL TIMES PER DAY if my payment of the bill is late

I'm quitting them.

F*ck t-mobile.

T-Mobile has outsourced their email customer care to a company named NCO. NCO's center in Nanaimo, British Columbia, Canada has been where ALL your emails have been coming from for a long time.

Now they have sent all the emails to the PHILIPPINES! Get ready for your email and webchat customer care to be coming from Filipino people! HAHA. I thought T-Mobile would never go offshore? They do through NCO. You thought your customer care was bad before?!

T-Mobile has outsourced their email customer care to a company named NCO. NCO's center in Nanaimo, British Columbia, Canada has been where ALL your emails have been coming from for a long time.

Now they have sent all the emails to the PHILIPPINES! Get ready for your email and webchat customer care to be coming from Filipino people! HAHA. I thought T-Mobile would never go offshore? They do through NCO. You thought your customer care was bad before?!

You sound Arab or Middle Eastern. You don't count and no one wants to hear about it. GO to Cricket, which is where 99% of IUD's use for bombs. And you can be traced. And sent to Kazakstan. Phew, that would suck.

I too purchaesd the tmobile plan with the blackberry 8220 and did not receive any rebates this includes the 50 dollar for my duaghters sidekick and 50 dollars for my wifes motorola w990 and my 100 dollars for my blackberry8220 I think someone internally is stealing these cards and spending the money on themselves. When you call up too complain they give you the volleyball treatment back and forth back and forth. I have never been circle jerked so good in my life as when I call these folks they plan stupid and are stupid

I am very frustrated with my latest dealing with T-mobile. When my contract was expired on July, 2008. I went shop on internet, Wirefly-T-mobile. I was expecting $25.00 per month for 3 phone lines and unlimited text msg and internet connect for my college son. I was contacted T-mobile, make sure I am really getting the right price and services. The guy told me the price is right. But, my monthly bill did not came down to reflect the $25.00 saving per month. Today, Oct 15, 08 I asked to speak to the supervisor, customer service said, she is the supervisor, nobody is higher than her. I told her, who is your boss who sign your paycheck. She said, she has no boss. I told her to have T-mobile management to send me a letter. She told me she does not do that. She told me to call back again. Do I need to pay for the bill? I think they have the power to cut off my service if I do pay the bill.

dear sir. i understand your frustration when you feel you have been mislead by a store represenative. However there are a few things i would like to share with you. Firstly it is not the stores responsibilty to read you the terms and conditions of a rebate form. this is you responsibilty to review the condtions prior to mailing it in. Secondly when you rebate is received the infomation is scanned and the image is saved. therefore we have the original image of the form you mailed in with your handwriting on it (not some generic form). If we can see it on the form you mailed in and you cant then maybe you need to get either your eyes or you head checked. and morgan is one of the best reps we have so maybe try trashing a newbie next time and not a tenured employee

Here's how it goes. You have a phone under warranty. T-Mobile's obligation is to supply you with a working phone of equal value. It does not have to be brand new. You have used your phone. So you are exchanging your used defective phone for a refurbished working phone. Seems pretty fair to me. Look at it this way: if you buy a new car, drive it for 6 months then trade it, your trade value would not be worth what you paid for it because it is used. And just as the dealer would not reimburse you for the gas you used to drive the car to the lot, T-Mobile does not pay to ship your phone. All of this is in the terms and conditions you received when you received the phone. I encourage you to read any paperwork or literature you receive when you enter into a business relationship with a company. Also, fyi, it's not that the reps were being difficult by not allowing you to go into the store to swap your phone. They just can't do that per policy. I hope you do get a working phone soon. Go ahead and do the warranty exchange. Call back and ask very nicely if they will credit the shipping as a one time courtesy. They probably will if you're nice about it.

I purchased a Samsung Behold cell phone from TMobile for Xmas, within one week the microphone stopped working, I returned the phone to my local TMobile center and to my surprise I was not given a new phone as a replacement but a refurbished phone. This after paying $100 and not to mention the manufacturing warranty that should have been honored. Now here is the best part; I gave the sales rep my social security number and my American Express card number to qualify and purchase the phone, only to find out that my identity had been stolen. I presume one of the TMobile reps stole my numbers and tried to assume my identity. I received a credit report alert stating that my address, phone, place of employment had been changed to an address unknown to me. I also got a call from American Express confirming my new address that I did not change. PLEASE DO NOT GIVE YOUR SOCIAL TO ANY TMOBILE REPs, AND DO NOT BUY FROM TMOBILE IF THE WARRANTY IS TO REPLACE A NEW PHONE WITH A REFURBISHED PHONE!

log in to my.t-mobile.com, go to my services, go to album, it should be a picture you received

i recently rec'd my current cell phone bill which was extremely high because i hav a pre-teen who abused our shared minutes last month. i'm aware of this bill and do not dispute anything on it. however, my sevice was interrupted a few weeks b4 my due date. there is no spending limit and no previous balance. but i was shut off "due to UNUSUAL HIGH ACTIVITY"! THEY OFFERED ME A BIGGER PLAN (WHICH I DECLINED) but they wanted me to pay before my due date or my service would be interrupted. i was fully aware of my UNUSUSL HIGH ACTIVITY and was ready to submit my payment when it was due but instead they, supervisor and everyone refused to cut back on my service. if there is no spending limit on my contract, why would you cut my sevice off if i am fully aware of my bill?! t-mobile is not an honest cellular service and i will change my sevice ASAP!

+1 same issue, no receipt provided and no way to get one

i feel like they really dont have much cusgtomer service experance and they really dont care about the customers that they do have my phone dosent work about 75 per cen of the time and you are on hold for ever 2 hrs and no respon if they got paid by the lenth of time you was on the phone they would be working for free and the same goes with their attudes as well and their service really sucks i woul go with at&t or verison they do not put you on hold fore ever and a day they are very nice and understanding about your complants and the problem that you are haveing

Let me ask you, if a child decides that while no one is home they should make some crank calls does a phone company have the right to turn off the parents service? Hopefully you have enough sense to say "no". A phone company has no ability to tell who is using the service or what the intention of a person's call to someone else is. It's not possible for a company to just jump ship on fcc regulations on who is authorized to call in to make changes to an account either. So, in your example there is nothing a phone company can possibly do, so it's really unfair of you to drag t-mobile through the mud, just because you find yourself in a awful position.

Contact mike sievert the president at mike.sievert@t-mobile.com. trust me he doesn't like to be bothered

Iceatra, employee number 0341279, will never answer any of your questions. Instead, she will yell over you, blame you, and not listen to any of your concerns.

I have been a loyal T-Mobile consumer for the last few years; however, I will never again use T-Mobile because they do not care about their customers. Tonight, I called T-Mobile because I was receiving unsolicited calls from a private number at odd hours in the night. After speaking to a T-Mobile customer representative regarding my problem, he advised me that I could opt to add a "Family Allowance" option onto my plan and randomly select any number from the phone book and in addition to that number I randomly selected, T-Mobile would block all private numbers from calling me. He advised me that this was a great option to resolve my problem of unsolicited private number prank calls. However, this option included a fee which I did not feel was warranted given the fact that it was a T-mobile number these unsolicited calls were targeting, and on no part of my own or any bad faith on my part were these private numbers calling me. I asked to speak to his supervisor regarding a waiver of the fee. Iceatra, employee #0341279, answered the phone and immediately told me that I was speaking in circles. She refused to answer any of my direction questions, but instead constantly re-informed me that I was "speaking in circles." I asked her why I could not receive a fee waiver regarding this "family allowance" program given that I did not in any way cause this problem, she immediately cut me off and yelled over me to tell me that I was "speaking in circles." She purposely refused to answer my direct, clear, and concise question. Instead, she yelled at me, was extremely rude and unprofessional, and continued to avoid all my questions.

Iceatra, employee number 034127, was rude, unprofessional, and refused to help me in any way. I have been a loyal customer to T-Mobile for the last few years; however, this October when my plan expires, I will be sure to switch providers because of this incident.

If you were calling a retail store, then the representative you spoke to is correct. The retail representative cannot release any account information over the phone. If you spoke to a Customer Care Representative, the response is mostly correct. What you are dealing with is CPNI, or Customer Proprietary Network Information. These guidlines were put in place by the FCC to protect consumers in the event of an unauthorized access to an account. If the customer initiates the call to Customer Service, the Customer Service representative cannot release ANY call detail; except in three instances. The following is pasted verbatim from the FCC law pertaining to CPNI:Carrier Authentication Requirements
1. Customer-Initiated Telephone Account Access
13. We find that the release of call detail45 over the telephone presents an immediate risk to
privacy and therefore we prohibit carriers from releasing call detail information based on customerinitiated
telephone contact except under three circumstances.First, a carrier can release call detail information if the customer provides the carrier with a pre-established password.47 Second, a carrier may,
at the customer’s request, send call detail information to the customer’s address of record.48 Third, a
carrier may call the telephone number of record and disclose call detail information.49 A carrier may
disclose non-call detail CPNI to a customer after the carrier authenticates the customer.50
14. The record reflects that pretexters use evolving methods to trick employees at customer
service call centers into releasing call detail information.51 This release of call detail through customerinitiated
telephone contact presents heightened privacy concerns because of pretexters’ abilities to
circumvent carrier authentication requirements and gain immediate access to call detail.

Hope this helps.

Frustrated Allen K Justice:

Let me say, my experience was not optimal. Saturday was my birthday and my wife for months has been talking about new phones. We went to T Mobile to switch carriers and upgrade our phones. I told my wife of meeting a young lady who was working at the Harden Street Columbia SC store and wanted to go there to look her up and check T Mobile out. Our experience was excellent and received great service and decided to switch. We updated out phones, ordered them, and bought some accessories. We were told the phones would be delivered Tuesday or Wednesday. All was well. Then the problems began. Received email that order was shipped. Tried to check it but was unable to get to the link in the email to track. Tuesday one phone delivered. Didn't know if one was not delivered and the other stolen so I called Customer service. 800 number first kicked my off the two times I called. The CSR named "Hannah" who seemed from an overseas call center said she would investigate and call me back either in 30 minutes to an hour. NO CALL. I tried the 800 number again and was kicked out of the system with a busy signal given after I made my selection. I called the store I dealt with and one of the associates I had met tried to help but gave me the option to be transferred to their CARE group. I told her that would be fine. The CSR this time tried to help but kept giving me bad information. First that the phone were processed on different dates, then she found something and saw where they were processed at the same time but one was still not shipped. I asked for information and she said it should ship either later that day or the next. I should get the phone by Saturday the 15th at the latest. I asked about the tracking of the status email and she said I needed to register with "My TMobile". Then she said that the phone didn't ship due to their promotion of buy one get one and the second was the promotion phone. I waited the rest of the day and until noon the next day to see if I would get another email stating that the phone had shipped. Nothing. I packed up my stuff and headed for the store. Then things really went wrong. The store associates were again great, but the CARE folks were not. I was then told that the phone was backordered, and they could not tell me when it would be sent. I told the store associates that I wanted to cut my losses. I would just cancel my order, and would just take my refunds. I was told that I couldn't do anything until the other phone was received. Meanwhile, I'm out $300, waiting on a phone that cant be told when I'll get it, paying both my old carrier charges, and TMobile service. I want to say, the store associates have been great but the CSR's even when asked for their names were non responsive to the customer. I was offered $20 of credit for all my trouble. I asked for a District or Regional Manager to call me. I looked up the corporate number 1-425-xxx-400x to call and no answer for 3 minutes I was on the phone. I wanted to voice my frustration to someone who would be able to help customers like me affect some change. I hope that this post will prompt some sort of contact with a concerned executive that honestly believes in there moto of Caring about customers.
Thanks for letting me rant!

My name is Barry Pereau. I was an 8 plus year customer. I moved to another part of my state where T-Mobile says they have good signals but do not. I could not use my phone in my own home. We had to purchase with ATT & T and I asked for a an my money back on early termination. Someone in Customer Care denied the request though I had asked for a representative to check our lack of phone service. They only wanted the $503.00 early termination fee. Numerous calls went to people who are not allowed to make decisions about money. I filed a complaint with the California Utilities Commission and finally received a response from the President's Office of T-Mobile. They would reimburse my money. I received less than half in a credit debit card. Various folks have outright lied to me since about receiving the rest of the money they have promised.
BOTTOM LINE: THIS COMPANY IS ON ITS WAY OUT! THEY ARE ATTEMPTING TO GATHER ALL THE ASSETS POSSIBLE TO INFLATE THEIR PORTFOLIO (INCLUDING OUR MONEY) SO THAT THEY CAN SELL OUT TO ANOTHER COMPANY. WE ARE JUST POOR PAWNS IN THE STOCKMARKET GAME FOR A COMPANY WITH NO FUTURE AND NO NEED TO CARE.
GET OUT, IF YOU ARE IN. TELL YOUR FRIENDS TO GET OUT OF T-MOBILE.

My name is Angel Weekley, and I have to say, after having been a TMobile customer for over three years, their customer service is awful. I don't understand how they are able to claim Top Rated Customer Service, when I can NEVER get any REAL assistance. I contacted TMobile this morning because my services had been interrupted. I am a Flex-pay customer, and thought there was a way that I could purchase minutes for my phone so I called to inquire about how to do it. The customer service rep that I spoke with, JOANNA, informed me that if I paid $100 of a $163 bill that she could restore my services and give me an extension of up to 7 days to pay the balance. Mind you, today is Tuesday and I had already informed the woman that I wasnt going to be able to pay the bill until Friday. (Apparently that's why she offered me the extension). After taking my payment information and processing my payment, she then told me that she was unable to do the extension and could not restore my services? WHAT KIND OF CUSTOMER SERVICE IS THIS? IF I ALREADY COULD NOT AFFORD TO PAY THE BILL, WHY WOULD SHE BASICALLY "CON" ME OUT OF THE $100? HAD I KNOWN THAT SHE WASNT GOING TO GIVE ME THE EXTENSION I WOULD HAVE JUST TAKEN $30 OUT OF MY BANK ACCOUNT AND ADDED "MINUTES" TO MY PHONE SO THAT I COULD RECEIVE CALLS FROM THE EMPLOYERS WHO I HAVE BEEN INTERVIEWING WITH FOR THE PAST WEEK! Need-less-to-say, they could not cancel the payment, NOR restore my services. SO NOT ONLY AM I OUT THE MONEY TO EVEN PURCHASE MINUTES, BUT I STILL AM UNABLE TO RECEIVE CALLS! I SWEAR ON MY LIFE, AS SOON AS MY CONTRACT IS UP I AM "DONE" WITH TMOBILE! AND I WILL BE REPORTING THEM TO THE BBB!

Dear Mr. Humm,

My name is Gloria Anderson i have been a coustomor with T-Mobile for over 8yrs an i can say that your coustomor service team is awful an they need to go to get some better training. For the last three weeks i have really been going through alot with T-Mobile, i have went from a missing payment to my balance being 185.00 to now my bill is almost 1000 i know that t-mobile would not allow my bill to be 2000 balance. I have been put through so much because of the mistake that have been made i was told that my payment was lost an that it was never receive then i was told that it was received and that my balance was 185 dollars now i have a balance of almost 1000 i need help. I was told several time that i would be called back an never was a customer service rep told me that they have to tell you that an not call back i found that to be pretty rude. I am trying avoid taking legal matters so can someone please help me. I value t-mobile i would hope that you vale me. Please feel free to contact me you have the numbers.

Yesterday I wanted to get my t-mobile service activated so I called their 800.number and the gentelman stated that they would call me back and ativate the service. Well by the nightcame i got worried and called them and they couldn, t find the payment that i had made. well long story short it got tured on and by today the service got turned off. Now I really got Mad and called them and ask for the Manager and got put on hold and left on hold. customer sucks! if you are considering t-mobil for service Please dont do it .

Whats the point of complaining when we get no response...I too am a un satisfied customer wwith tmobile

I had and Issue with my cell phone bill just recently in Aug2010, And when I got my bill my bill for the 1st time in 7yrs was over 6oo.oo I almost had a heart Attack . Hell its a bad time now to get a bill this high... I ask what caused they told me I went over my minutes.. I have 1800 mins. and 4 lines.. I never went over my minutes in 7yrs but 1time and that was only due to a change in plans and minutes. and it was for about 46mins.. But never thousands like this time.. They tell me it was due to a change when I went in to pay my prior bill, a rep ask me if I would like to receive a saving on my bill monthly ?, Of course I said how .. ? she said by where I work or my spouse or different business we may be with .. so I told her the info she found the discount due to my son going to college . I than to make a long story short.. Get overage on my bill because this caused my due date to change and my billing cycle to change.. and I was never told it would change, I never got a letter or information from the Representative who gave me the credit... I was SO SO UPSET. I called everyone I could reach at the PRESIDENT OFFICE.. left several messages about this legal process.. and I got a call back in about 4 days.. and It took me time to try to get back to them because her schedule and my schedule didn't mess... so she called again and I was able to speak and explain to her my concerns and what happen .. I can't believe it but they took off all of the overage ... I was very impressed .. but knew me working for a Bank a major bank and working in customer service .. She knew I was suppose to get something in writing about this change and I never did.. So I was right in getting these charges off . I will stay with T-mobile .. as long as they keep giving the best service going forward and doing the right thing when they are not so perfect.. and they see they do make mistakes also.. I hope they now make changes to not depend on their associates to tell consumers important information and its not done.. which can cause them to loose a major customer.

I agree, I am currently on hold with customer service, I have been on the phone for the last 39 minutes. I have had Tmobile service since August 2009 and almost every month there seems to be an issues with my bill. And I mean random things like them waiving a fee becuase of their initial error and then turing my phone off a week later because the fee was not paid. Right now, they took $312 out of account becuase it shows I cancelled a phone line. The phone is still in service-how could that be. I thought about writing the president of the company, but after viewing these posts about the executive team not being much help, why bother. The best way to hurt a company is not to endorse it, as soon as my contract is up. I am over to SPRINT!

T-MOBILE customer service has gotten to be ridiculous. They are unprofessional, rude and negative.
It is clear that all the great ratings that they used to have have gone out the window. They are lost when it comes to common sense on how to talk to a client. I have been a customer for more than 5 years and it is amazing that they tell you one thing and turn around and do something else. In addition, when you attempt to get a problem escalated up the chain to a Customer Service Manager, they won't get someone on the phone but rather suggest that someone might call you back in 72 hours. Any one that can't responsibly call a customer of 5 years back in less than 72 hours should look for another job.
I will surely port my numbers soon from T-Mobile and move on to Verizon.

Keith n Washington DC

Scenario: One month my mother had agreed to pay my cell phone bill as a gift. The next month, T-Mobile removed my bill from her credit card. I called to try to rectify the sitaution, stating that I was to pay the bill and not her. The rep advised me that an auto-pay had been elected from my online account, but she did note that my mom had called the payment in and that my online account had not been accessed on the day that the auto-payment service was requested. Rep agrees to refund amount to my mother and allow me to make my payment.
Every week for more than a month I dealt with Call Center supervisors because the refund to my mom's card had been denied. Finally I requested to speak to the call center director. During our conversation he questioned why I would elect an auto-payment if it was not the preferred method. I explained to him that he was already clearly aware that I had not logged into my account that day, and that I was at work all afternoon and had no computer access. Ultimately he tells me that he will not do anything to assist me.
I question this supervisor and say (paraphrased) "so to verify, you're telling me that you are going to do nothing to assist me". The senior call center manager responds to me "I will not continue this conversation if you're going to put words in my mouth" (paraphrased) and terminated the call.
I immediately emialed the Office of the President and Executive Consumer Relations to explain my awful experience with Call Center 123 (as they identified themselves) and explained the circumstances surrounding the situation. In less than 24 hours I recieved a call from their team telling me that a refund had been issued as all information supported my claim. The money was back on my mom's card the next day.
I'm not certain if T-Mobile reads these forums, or any others, but they really should consider level of service when are taking bids for outsourced call center customer services. This front-line customer service type can make or break your business, and it's looking like it's breaking T-Mobile.