T-Mobile USA review: Good luck getting any help from T-mobile

In February of 2026, I signed up for the T-mobile internet service and liked it very much. When I referred a friend, I didn’t get the advertised $100.00 referral fee. When I called them to follow-up on it, I got talked into switching my three phone lines to get the $400.00 per line rebate. That was where the real ordeal began.

As of today, I’ve spent a total of about 23 hours trying to get them to do what they are supposed to do, both for billing and service.

The first representative I spoke with at the end of April said he was Kevin G. in Kansas. He was going to call me back the following Tuesday and help me switch the lines after I got the new SIM cards being mailed to me. He told me that if he missed me on Tuesday, I should call and ask for Kevin G. in Kansas. But he gave me the code I’d need for my $1,200.00 rebate. After many calls and hours of being put on hold and talking to people who couldn’t help me get to Kevin G., someone at T-mobile finally told me customers aren’t allowed to contact a specific employee.

Early in the ordeal, I ran into problems because they won’t even talk to you for any reason without a PIN. Although I’ve had 3 or 4 of them to date, none of them have worked except for one that works for one of the closed accounts. Every time you call, you get shifted from one overseas person to the next, none of them ever being able to help you. Each one made me go through their useless app to try to change my PIN. To this day, I don’t have an active PIN for my current account.

Instead of switching my lines, they set up a new account with what was supposed to be “dummy numbers” or placeholders that remain in effect temporarily until your real phone numbers are transferred. During one of my calls, a representative told me those phone numbers were my new phone numbers. Evidently, I had lost my real phone numbers, one of which I had for the last 26 years. After they determined that I could “keep” my numbers, I pressed on with trying to get my $1,200.00, somehow still believing I’d get it. That almost made it worthwhile to endure all of the incompetence. One worker finally gave me an e-mail to send my documentation to them. Of course, they immediately denied it. I had specifically asked my good friend Kevin G. in Kansas whether I could get the rebate since I was with U.S. Cellular and he replied yes.

On June 16th, T-Mobile pilfered a random amount of $260.16 from my bank account. That is when I discovered they had opened an entirely new T-mobile account for the dummy lines and charged me for three phone numbers I did not order. Now I had my internet account, my real phone account, a dummy-line account, and even a business account that just appeared out of nowhere one day.

Meanwhile, back at the store, they decided that my many accounts were so screwed up that the only way to fix it was to close everything and create one new account. I would get a new internet device. Others before them at T-mobile had tried to combine my bevy of accounts but all to no avail. This time had to be different. After reconfiguring 42 devices (I have a smart home) to use the new internet device, my husband dropped off the old device. He was given a phone number to call in order to cancel the old device. Immediately, I knew I was doomed because that would require an elusive PIN. I knew what I had to do – go to the store and spend the afternoon trying to explain all of this to someone there. The lady there told me that I had dropped off the wrong device. I told her that that was impossible since my entire life now revolves around T-mobile; that would be a rookie error to which I would not be inclined. Finally, they did me the courtesy of recognizing I had dropped off the old device.

Today, I was on the phone for an hour and forty minutes try to get the $260.00 that T-mobile essentially stole from my account back in June, for the dummy numbers account. Happily, a miracle occurred and I had an old PIN number which turned out to be for the dummy number account they used to take my $260.00. The lady said, oh, I see what happened and although I can’t help you because I don’t handle business accounts, I’ll tell the next person all about it so you won’t have to go through all of this again.

But my joy was short-lived as the business representative told me $260.00 was my prorated bill for the three new lines I had ordered. After I was forced to relive the sordid tale all over again, she told me they are going to do an investigation which would take at least seven days and could take up to ten days.