T-Mobile USA
Reviews and Complaints

Tmobile's Program where they pay off your phone from another carrier is a total scam!

Brought in my IPhone5, switching over from Verizon. Guy sells me the whole package, I go on the site to get reimbursement, I get a letter 4 weeks later telling me I'm not eligible. I call back and inquire as to why. I am told that it was because I had a small crack in my screen. I argued that if that were the case and my phone was no good then why did the guy sell me the plan? They finally agreed to honor the reimbursement. However when they give you money for your phone it's in the form of a gift card. A gift card by the way that many restaurants don't accept. I waited 10 weeks and still no card. I finally call back and they tell me it's on the way. I wait another 11 days and call back AGAIN, the guy says he'll expedite it to me for $25 ! I reluctantly agree just to get the card so I can pay off the other phone. I get the card I call the number to activate it...It's NO GOOD. The guy who charged me the $25 canceled the 1st card that was on the way and never told me! I finally get my card that works. I owed $471 on my Iphone5 w/ Verizon. The card TMobile sent me?...$255 ! I called back to find out what the hell is going on and I'm told "At the store they determine what your phone is worth so in your case they said it was worth $191 so they took that off the $471 you owed and then minus the $25 to have it expedited and you get the $255". I asked "Who determines the price of the phone I turned in?" "We don't know. They do it at the store was the response I got." So an IPhone6 that was less than a year old is only worth $191 to TMobile! Their entire program and operation is a scam! Do yourself a favor and stay FAR AWAY!

I have been a customer of T-Mobile for about 2 years now during which time I've seen their sub-standard service yo-yo back and forth from mediocre to worse and back. Over the past 6 months it has deteriorated so significantly and caused so many problems that I decided I would cut my losses and get out of my family plan contract. When I tried to disengage I was told that I would have to pay a hefty penalty of $400 for canceling the service prematurely.

I explained to them that the only reason I am canceling is because they failed to provide the service I diligently paid for every month... that I often cannot get a line out; that call waiting notification only works sporadically; that calls are automatically forwarded to voicemail for no apparent reason; voicemail notification comes through sometimes but never on a consistent basis if at all; text messages can come in anywhere from immediately to several hours or even days after being sent; coverage is absent in many areas of the Denver Tech Center even though they assured me when I was first thinking of signing up that I was in a strong signal area. Then, when they failed to persuade me to reconsider they pointed out to me that the T-Mobile contract small print stipulates that T-Mobile is not obligated to actually provide service. That's some contract! How can they get away with this?

I have patiently spent hours on the phone with a multitude of T-Mobile reps who were dismissive and condescending, in my attempt to get service repaired and minimize my financial losses. I went as far as to upgrade my phones last August because the store manager at Park Meadows Mall explained that the low-level phones they themselves sold me were the source of my problem, and that all would be rectified by upgrading to a better phone. In the meantime I still do not get my call waiting notices, text messages or voice mail notifications in a timely or consistent manner and in fact, frequently get an error message when I try to make a call out saying that my call has failed. Duh!

Unfortunately this translates directly into lost revenue for me. I use my cell phone predominantly for business and T-Mobile is making me look unprofessional as well as unreliable because of the numerous dropped calls, the inability to make a call at any given time of the day or night, and the inability to retrieve messages left for me by my clients.

I have done everything that the T-Mobile techies suggested: cycled the phones, swapped SIM cards, done master resets, etc. all to no avail. I spent countless hours on the phone with T-Mobile reps while they transferred me from rep to rep to rep, often disconnecting me in the process (even though they swear they have do not have a dropped call issue!). Because they are unwilling to provide a direct dial number to a level two technician for help, customers are forced to go through the entire process from scratch over and over again when they disconnect you until you are worn out and bloodied and finally give up in disgust - which is probably exactly what T-Mobile is counting on.

Today I was told by a T-Mobile rep that all cellphone services were lousy and transferring to another service provider would do me no good, but I could try negotiating with the store I purchased my service and phones from because they could leverage their commissions against the cancellation fee. So I went directly to the local T-Mobile store that sold me the service. No surprise there: nobody wanted to take responsibility for the shoddy service and broken promises. But they certainly made it clear to me that they would definitely penalize me for trying to unload a bogus service that doesn't do what its supposed to do. Where's the legality in that?

The assistant manager of the T-Mobile store in Park Meadows Mall got very angry when I asked him how many lost potential customers it would take for him to break even on the $400 penalty they were going to impose on me? Because I would be sure to tell everyone I came in contact with about my terrible experience with their service. He was so livid that he physically followed me out of the store to wait and see if I was talking to anyone and then called mall security to harass me when he saw me talking to someone. I do believe that was in direct violation of my first amendment rights, but I was not about to take on the two burly security guards that answered his “distress" call.

Since when is this type of bullying legal? Why isn't anyone standing up to this crooked, fraudulent company? I'd like to know what recourse I have. There are thousands of customers in our Denver Tech Center area alone who are being held hostage by this company, let alone all over the country. All you have to do is google “T-Mobile complaints" and you will read story after story from disgruntled customers who were outright swindled by these pirates. This is not right, and it certainly is not the American way.

I recently bought a 2nd home in a small town about 100 miles north of Phoenix. T-Mobile's coverage there is totally inadequate. No T-Mobile stores, because their coverage is terrible. Only Verizon can handle this area. After several years w/T-Mobile, I need to get out of contract so that I can use a cell (no land line). We have a family plan, 3 lines, and shared minutes. They want to charge me a total of $600. to break contract! Of course, you break a phone, buy a new one, they extend your contract another 2 years! Best not to take their new phone deal because your contract could go on the rest of your life! I'd say this is a hair short of illegal. Next time, I'll buy a phone through eBay!

After I had cancelled service within grace period, T-Mobile sent me a bill for over $521. They wanted early termination fees, monthly fees and over

$50 in taxes.

I had received phones 7/16 and returned them on 7/28. We had no service while in Maine, the phones were difficult to use and they continuously had an ad to upgrade service on my phone. When I received bill I called customer service and both rep (Greg) and supervisor (Natalie) insisted I had terminated service early and an additional month's fee was due as I had not ported my cell phone numbers to another company timely.

I was unable to port numbers to Verizon

until T-mobile acknowledged receipt, which took them twelve calendar days.

By their logic, If I hadn't ported numbers over, I would owe monthly fee forever.This was in addition to "phishing"for $400 early termination fee.

Eventally they acknowledged that termination fee was erroneous, but were insitent that I owed them for not porting number when it was impossible to do so.

On the day of Otober 24, 2011 I called T-mobile about questions concerning my 2Gb data information in my contract. I spoke to many different representatives concerning this matter none of them would explain to me where it states how the 2Gb data is used and determined. So I called a second time during the same day Otober 24, 2011 spoke with representatives about the same concern, the representatives were trying to offer me a different plan. Every thing was the same in both plans only thing differed was I would change from 2Gb to 5Gb with my bill being the same amount. I said as long as my bill stays at the same amount thats fine.

The representative mention the plan description and at the end he says the amount was $10 more than what I was paying, I immediately stated that I was not paying no more money regardless of what you are offering. So I then told him to leave everything like it was I not giving T-mobile no more money then what i already agreed to. Then he mentioned about with this plan you would have to sign a new contract I then said no thanks leave it like it was. Now on today November 29, 2011 I spoke to representatives about my flex plan accout. Representatives told me that it don’t exist any longer and that I agreed to go with this post pay plan on October 24, 2011 when I called.

That did’nt happen because we were discussing my plan about 2Gb not flex plan. I then said well if you (T-mobile) can play a recording stating what I agreed to I have no problem. T-mobile response was all our conversations are not recorded. I explained to representatives about it’s convenient for me as a customer to make month to month payments. I said i appriciate the fact that you (t-mobile) are giving me the ability to make post payments but I don’t want it. The representative states that I have agreed to it already so their’s nothing can be done. So the converstaion cycle repeated because I said show me where I agreed and everything will be o.k.

I was then hung up on, then I called back and a guy representative answered knowing who I was immediately, listened to what my problem was and stated go to contractreview@tmobile.com and file a complaint. Overall I had a problem with the limited 2Gb usage I was offered a different plan that gave me more Gb’s I declined. Then I question my flex plan I was told it’s no longer exist you have a new plan that you should be thankful for because you don’t have to pay month to month T-mobile will give a month grace period.

Which I questioned I did’nt pay the month of October to November. The representative said we know you had credit from your flex acount, I said “$179 credit”? The female representative said yes I said “wow”. Then I said I don’t owe you guys, (T-mobile) I’m not behind? She the female representative said “no” you are not behind. So after talking about this “$179 credit” it won’t be due until December’s cycle. I then said so I do owe you and it was not a credit!

That’s why I rather have the option to pay month to month, becouse of grey area non-sense like this. Thank you, I would like someone from T-mobile to contact me as soon as possible about this dispute. Contact information I don’t feel safe putting on this complaint but the company has my information please contact me if their is any additional information needed thanks.

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we have the same problem as you have now, want to cancel our family plan of 3 lines since there is no coverage at all in our home (we don´t have landline), and nearly all our neighbors use Verizon. We bought the house a year ago and not aware of the Tmobile coverage problem in that area. Now we were told that we have to pay 600$ for cancellation even we don´t have any coverage or service. Is it legal for Tmobile to do so or can we do something together legally against Tmobile?

I think T-mobile much like other large companies, have forgotten about the clients which have made them so successful. Most businesses are in business to make a profit however the larger you become it appears the more profits you desire, so you pay people very little to do a lot. So you have employees which we have to deal with that don't give a rats ### about the customers. Unforunately for us the customers, all these cell phones companies are large and thus don't give a flying ###. I must admit though, Verizon's customer service was much better to me, their pricing is just too damn high.

I got one of those as well but I only sent them my name. I did not gove them any other information.

Is this a scam because it is too good to be true.

L Mayer

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.

Yes, the soldiers died so you can have free calls to the Island of Sipan.

The least you could do is show some respect to those who died and capitialize the name of the island.

It's not a state, which is probably what T-Mobile is actually trying to tell you. You should've checked before getting a plan and then trying to convince them. I'll bet Puerto Rico has the same situation. You need to pay your bill and find another method/plan to keep in contact with your daughter.

As for the soldiers who died in WWII, that's dispicable. You're actually going to use that as a reason why you should get credit on your phone bill? As I understand it, the U.S. freed the island from Japanese control. It's still free from Japanese (or any other country's) control. I doubt anything else would make much difference to those soliders since that's what they were fighting for.

I made 2 $100 payments towards my Daughters cellphone at what I thought was the T-Mobile website. The charges were made to my credit card but not applied to the account. Ultimately I had to make an additional payment when the phone was shut off for non payment. After doing some research it appears that others have indicated that monies were not applied or fraudulant charges were made.

I had one unauthorized charges of $421.88 on my credit card from this company. I do not charged, please sent back the money!

I was charged $100 check card for T-Mobile prepaid card. I do not even own T-Mobile phone. When I called customer service, they said they cannot help unless I give them my bank information. How in the world would I trust them to provide my bank information? I have one of the most common last name "Lee, " and they told me that they have only 2 Lee's in their system for my zip code. I am going to file a complaint to T-Mobile and provide with all the complaints I found on web.

I cannot believe that a company like T-Mobile would tarnish its name the way it has with these fraudulant charges. They are supposed to be a respectable company with a history of good customer service. There are too many fraudulan charges to be classified as "mistakes". The way that they are handling the charges is pathetic. My bank has agreed to remove these charges and reimburse my account the $140 that I was charged. But how many people don't have that option? This needs to get national attention so that T-Mobile is forced to address these charges. I can't imagine the amount of money that they are getting away with because people just don't know about the charges or feel like there is nothing that they can do. I'm going to the media!

I just found out about an unauthorized charge on my check card by VESTA TMobile. I have never ever had a prepaid phone or any services by TMobile and have not authorized this transaction. The unauthorized transaction put my checking account in the negative since I was about to close it and did not have funds in there. So, now I have to deal with VESTA before I can close my account plus occurred overdraft charges as well. I had to leave a voicemail with VESTA TMobile since all representative were busy with other callers and I hope someone will call me. If VESTA really believes in "A" rating and promtly and fairly resolve any dispute and issues they will get back with me asap and work it out.

Vesta processes millions of prepaid recharge payments each month on behalf of telecom companies and their customers. We continually monitor orders for unauthorized or fraudulent use of payment devices, and actively work with customers to resolve any issues or disputes promptly and fairly. This is evidenced by our “A” rating by the Better Business Bureau.

If you have questions regarding a charge from Vesta on your credit card bill or bank statement, email ecustomersupport@trustvesta.com or call toll free [protected]. A representative will be glad to assist you.

After reading other complaints about these fraudsters; My son's account has a total of over $100.00 taken from the same fraudsters...he swears he's never ordered from them! His debit card now has been cancelled and i hope these money hungry cowards get closed down and charged big time.

the police and internet provider for that company needs to close them down!

Why not call your AMEX card customer service? It sounds like your card was stolen. Sometimes fraudulent charges get through, that's not T-mobile's fault. Place the blame where it belongs: the thief who hacked your card account.

You'd better call AMEX asap.

They do SUCK, along with there service and Customer Service. When we had them, there were so many dropped calls or no service at all. Also whenever we would call to complain or dispute an issue, everytime it felt like they were rushing us, and they talked way to fast, not to mention we can never get an actual person that speaks ENGLISH on the phone, we always get one that english is there second language. We switched to VERIZON! Since then no complaints, they are wonderful and service is EXCELLENT!

i had the same thing happen to me but Tmobile has agreed to credit my account. i have blocked international calling on my phone.

T-Mobile (and just about every other wireless provider for that matter) are subject to class actions for similar acts against customers. Our site www.classadvocate.com brings all these types of lawsuits together. Click on the Product section then look for cell phone link. Good luck.

these people are crooks/they get people started with phones they know are going to go bad way before the 2-year contract is over and leave people with no other option to continue their service except to by another crappy phone.If you go to their stores even their managers will tell you the phones were bad and then push you to buy another one.They knew the phones were going bad and did not notify their customers to let them know or try to do something to help their customers and purposely ripped us all off for their own profit.How they get away with this is amazing.There is no help from BBB or any consumer advocate people.This should be illegal, but yet nothing has been done to stop this.IT IS STEALING, PLAIN AND SIMPLE.Then when people get so fed up with it that they quit paying to get ripped off, they turn them over to crooks like ERS for collection.And people wonder whats wrong with our country, this is a perfect example.

I know t mobile has robbed me of minutes for a year. I have to look at my phone minutes before placing a call then after and finding minutes used 3x 5x 8x more than what I used. I have repeatly called spending an hour at each tie calling, no one speaks english, they have filed 16 help tickets to find out why minutes are depleting. a YEAR OF THIS. withthem telling me no there not. after proving to them yes they are and giving them exact time they robbed me of minutes is when they said OH I see it is. now they are adding a missing payment to my bill. and my bill is 311.00 on a prepaid PHONE. WHAT. if you don't pay your bill every month NO PHONE SERVICE. I am done...WATCH YOUR MINUTES...

I'm sorry to hear about your problems with T-Mobile and sketchy bills. To that point, I thought I'd mention that there are ways to use the internet to soften the monthly blow of the cell bill that you might want to check out if you haven't already. One blog called http://www.fixmycellbill.blogspot.com/ constantly tracks new ways to cut wireless costs and exposes shady billing practices utilized by the cell phone companies. Also, take a look at the consumer advocacy website where I (admittedly) work, http://www.fixmycellbill.com, that slashes the average cell bill by 22 percent. Through the site, which is powered by a company called Validas, we have currently audited over 26, 000 cell lines and have saved consumers over $5 million off their wireless bills. You can see Validas in the national news media, most recently on Good Morning America at http://www.abcnews.go.com/GMA/story?id=6887412&page=1.

Good luck on cutting your wireless expenses in the recession.

Dylan

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.

Absolute CRAP! I was on hold for a supervisor with Vesta for 45 minutes yesterday and they never answered. These are not free calls; It costs minutes on your plan. The irritating thing is how cavalier they are about the whole thing.. as if we're the idiots who don't understand whats going on. They hung up on me twice and you have to explain yourself every time to the new person and hold for another 40 or so minutes to explain your self to another person and so on. I believe that AT&T is just going to let T mobile implode and remove itself as competition. A horrible thing to do to us working class Americans in the economy we live in. Just makes you wonder doesn't it?
Maybe T mobile is too big to fail and our taxes will help them keep our money!

Vesta processes millions of prepaid recharge payments each month on behalf of telecom companies and their customers. We continually monitor orders for unauthorized or fraudulent use of payment devices, and actively work with customers to resolve any issues or disputes promptly and fairly. This is evidenced by our “A” rating by the Better Business Bureau.

If you have questions regarding a charge from Vesta on your credit card bill or bank statement, email ecustomersupport@trustvesta.com
or call toll free [protected]. A representative will be glad to assist.

Does anyone remember the old "Andy Griffith" show? How such a bucolic atmosphere. Aunt Bee would make pies; Opie would come home from 'a fishin'. And Sheriff Taylor would say something that would make the world right.
Then there was Otis.
Likeable guy when he wasn't in his cups. But then he would get drunk and come to the jailhouse. Lock himself in. And all was right with the world.
Kind'a like this feller.He goes along, month after month, knowin' when his money is gonna' come out of his account. But one month, when he's a kinda short, he get's a mad cause them old feller's took his money out too soon.
Makes ya feel kinda' sad.
Then ya' realize, he is a [censored]bag. He knows when the money is a bout to be sprung and realize what an ### this guy really is! So you sick Otis, in the throes of DT's, no him. Yep, he's done.
Way to go, ###, for killing Otis. Get another ###ing job, [censored]berry.

Sunny Singh also goes under the name Jakob TomTom Barr has scammed me out of 300.00. Once I sent over the money they deleted me and didn't deliver the page. They offered a great page for 500.00 but it was all a scam to get me to pay them.

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.

The same thing has happened to me over and over again! I am wanting to get rid of Tmobile so bad, but they have you tied to them with the disconnect fees at $200 per line and we have 7 lines. I feel trapped and very violated. They are not to be trusted!

At the beginning of my contract with T-Mobile I was given a fixed price that excluded the taxes and added costs that came later in my first bill ($93). Fine. I payed my bill promptly and awaited the day that my contract ended. At the end of my contract they have switched the billing cycle- first telling me that I was paying the month ahead, then that I was paying the last month- anyway charging me for an extra month and the weeks of my use under contract. They kept switching the billing cycle- that I was paying for the last month or the month ahead. Then, after speaking to reps twice and clearing my dispute they continued to send me the bill for the full month- that, according to them, was going to go into collection for negligence. This, after paying my bill promptly for two years.

(They did not even wait any substantial time to put in me in collection)

Needless to say, the reps declined to help me or give me the response that I received initially- telling me that I had to pay for only partial service before the contract expired. I now seek help in this dispute and it is added grief after having to deal with them for two years, paying a hefty monthly fee.

Two days ago I went in to activate my phone, pay as you go for a month to month service $87.00. For the last two days I’ve had little or no reception where I use my cell phone 97% of the time. So today I went back to T-mobile store and they said I would have to call customer service at T-Mobile and they would credit back some money. I contacted customer service and they inform me that you get no refund for Month-to-Month service regardless if the signals are not strong where I use the phone. So buyer be alert of T-mobile, if you can understand them, because no one really speaks good English.

My journey appears to be on the same path.
Purchased a phone on August 03 and my card was charged $145.00, the order was cancelled by them and they intercepted the package and charged my card again August 10 for another $145.
They received the order back on August 13 in their warehouse and told me that it would automatically generate my refund. Well as of today no refund and have been told that the refund can take anywhere from 3-30 days. Luckily I initiated a dispute with my bank and they will investigate and put a provisional credit on my account until the matter is resolved. But that will take 10 business days from the date of dispute.
Tmobile is awful a bunch of reps and none of them could tell me why I was charged a second time or that I had even been billed twice for an order they cancelled.

I purchased the Blackberry on 02/27/09 @ 9.00 a.m. via the telephone. At around 1:00 p.m. I checked my checking acct., and saw they had debited my acct for the amount of $473.57, which was almost $200.00 over the amount that was quoted to me over the phone. I immediately contacted tmobile to inform them to cancel the order because of the amount I was charged. I was charged 2 mos. in advance for services (Flex Pay), although the phone had not yet been shipped to me. I was told that the phone had already left the wearhouse and I would be credited the amount that was debited from my account when they received the phone back. The phone was received and signed for back at the wearhouse, 3/05/09. I called back on 3/05/09, and was told I would have to wait 6-8 weeks for refund and each dept. would have to credit their portion that I was charged (Sales & Flexpay). I received a credit in the amt. of $231.20 only from sales dept., and that wasn't until 4/20/09. As of today's date 05/16/09, I have yet to receive my refund from Flexpay which is $247.37. Since, 2/27/09, I have spoken to a total of 34 customer service representatives and supervisors and still no complete credit. NEVER, NEVER, EVER, EVER, purchase anything from T-Mobile. They should be charged with GRAND THEFT!

Yep, had the same problem...

"and tell them that they need to change it to read right"

Go to the phone settings and change the owner. Took me 2 minutes. Tops. Same for every phone.

Hope you aren't changing the settings so you can stalk your ex, or watch her every move, or videotape her having sex with other guys/girls or see her naked across the street while she parades herself in front of the mirrors beside her bed.

I didn't get sent to Leavenworth for 7 years for that. Just so you know.

From checking your email, profile on this log, tracing you back to your house, canvas of your postman an such, seeing your Social Security number then cross checking that with your car registration and phone hookup:
Yeah, it's you. Pay the money or it will get serious. Pay up the ###ing money or Goombas will be there next, capice?
Dumb ###ing icicle. Think he can get away wit out payin. Sttoopid.

Same problem. T-mobile terminated my service for having the nerve to complain and refuse to pay my bill until I have service. They did not terminate for non-payment as payment isn't due for two weeks. They have been verbally abusive, combative, harassing. I filed complaints with the FCC, BBB, AG, small claims and think a class action lawsuit is necessary. They refuse to behave responsibly and terminate my service yet keeping all my money for activation fees, equipment, etc. American consumers have to demand what we pay for - service.