T-Mobile USA
reviews and complaints

Each month I have to call them to issue a discount that should have been provided monthly based on a promotion in January. Each month I have to call them to have them manually fix the problem. It is an arduous task and takes up to six hours as no one knows what to do. They received my son's new phone for a trade deducting $20/month. Each month, they promotion expires because they do not permitting fix the issue.

this is a weekly issue I am not able to get incoming calls it goes to either voice mail or busy signal after two rings fed up with this service for which we pay good money it is on all our phones located in same area so it is at your end not my i instruments Fix it or we go elsewhere it is due time to switch after 14 yrs as a loyal consumer. At the lease give us a rebate for times not working due to your towers.

furthermore the agents you provide are lovely but since they are in foreign lands they are extremely difficult to hear and or understand their dialict.\I refuse to spend any more hours on end sometimes two hrs at a time to fix my same issue weekly. The phone was not available many times when there were emergencies

TMobile over charged me for phone service. I cancelled a line and they continued to bill me for two. They’ve admitted they made a mistake and agreed to make an adjustment and never did. I then cancelled services & a supervisor agreed again to adjust closing bill. Now they’ve sent me to collection for not paying the full amount, with overcharges

please read any additional charges,

after getting an upgrade I was told since you been with us for 10 years we have this deal for you buy one get one free, that's a big lie you get 700 credits on two years but they bill you 1500 on a second line, after I see my bill 120 more than usual I call, the cancel the line the phone was new still original seal, so I sent it back its been a month I'm still getting billed for that phone on top I give 379 as a down payment that I never get it back,

so please never ever trust T-Mobile, and yeah the same CEO, from spring now is [censored]ing up T-Mobile.

On 07/05/2022 I contacted T mobile explaining that my soon to be ex husband has scheduled for my phone number to be cancelled in few days. I spend over 2 hours on the phone with JonTMob expressing my concern. I have had this number over 7 years with T mobile. My father is ill overseas, my Dr's have my number...

Since he suddenly packed and left, closed the bank accounts, credit cards I needed to make sure I get to keep my number. Because I am repeat victim of identity theft I had 7 year freeze on my credit. He said I had to remove them. I did while he waited on the phone. He also said he can get me a phone without any monthly payment. He will ship it to me with new sim card. He also promised he would call me in two days to finish setting up my new account, new phone and my current number. He gave me low monthly service charges. But he said I have to pay 35.00 for activation, and 24.99 for tax on the new phone. I told him I can barely by food now but if that is what I have to do to keep my number with my own account so.. I paid 59.00!Then he claimed in two days.

Two days came and no call from him. I got the phone, with new number, some other persons name! I was so mad. I contacted T mobile on the 7th... spoke to 7 people. I was on the phone for hours, days. They said my number has not been ported. My ex needed to be contacted and give permission. The next 10 days they called him 5 times and he gave them the ok because he does not want to pay for my service anymore.

I spoke to every department, every country t mobile has cust care. They kept giving me ticket # and some one will call me. In the mean time I sent back the phone, sim card, got my 59.00 back! But I am not able to get a bill, access my account, see my charges, and create T mobile ID on line because the number has not been ported correctly.

In the mean time, I am having issues with my phone, calls, txt msgs, emails! I have no phone call as of today. I found out the guy created my account is in the Philippines and no one can find him. I am over my head with divorce, my dad being ill overseas, financials, hacking,!

I have contacted Apple reported the phishing emails. I am not getting all my calls. I don't know what is going on? T mobile is not giving a care about my situation. As I am typing this I am on hold for 45 min with T mobile Corp! No one is taking care of this issues. I am having a nervous breakdown. I feel violated and lied to. Selling me new phone, nee phone number, service limited data txt calls.

I don't have time to chase this issue, I have to think about how I am gonna make rent, food and bills. Mean time I know my phone is being spying on me. He has still hold of this number. So.. I am in the dark. I am informed someone has been trying to use my card 10 times on the 3rd of this month from my bank. I changed my Apple Id because it had been accessed and I reported it to Apple.

Please help me. I can not take it any more. How hard is it to port number? I am facing a very nasty divorce process because he does not want to pay spousal support after 10 years of marriage. I am disabled and my only income is from ssdi. I am disgusted with T mobile after 7 years being with them.

Thank you

Sahar elizabeth Pourahmad

[protected] elizz.[protected]@gmail.com

Ps.. Im still on hold with T mobile corp!

I have been trying to send you pics but it keeps giving me error msg... i am still on hold too with T mobile over 55 min..

I ordered 3 phones and 3 lines of service online with T-Mobile. Good deal on phones and plans. 6 days later I get an email the phones have arrived. I get home, 2 of the three phones were in the box. The box was untampered with as far as I could tell. That email stated 2 Google pixel 6a, and one I phone 11 were there. Got one pixel, two sim cards for each pixel and the iphone which has an e-sim. I have called on 5 separate occasions and spend more than 15 hours total on the phone, each representative assuring me they would be my point of contact, and it was taken care of, and so far, 10 days later still no phone. The plan they stated which sold me on the service is 60 less than what they are charging me per month, though they assure me in two months I will receive credits the following month and on the third month the account will go to the promised plan. I have fears about that given how poorly they have dealt with me so far regarding the phone issue, which is unresolved, and that isn't just etheric numbers which are even easier to fudge with.

Hello,

My account # is : ***********. I received the Sim Cards on 7/12/2022. I canceled this order on 7/15/2022. I have never had T-Mobile service of any kind. I was emailed documents (t‑mo.co/documents10) from t-mobile that I have no way of getting to, as I have no way to login in (no account). I was told I was given a full refund of $175.00 on 7/22/2022, this refund has never happened. And then to my surprise T-Mobile has charged another $200.00 on my card as of today, 7/31/2022, for a total of $375.00 for service I have never received. I have turned this over to the Fraud account at my bank. I would greatly appreciate any and all documents you have be faxed to *********** or email for download to my computer.

Tracy R Noe

[protected]@yahoo.com

it is really sad that t mobile can not hire people that can do there job i am going to see about going to Verizon because i am disabled and need a working phone and i half the tome can not make or get calls on my phone and the people in what every county i am talking to can not understand English and i have to repeat and repeat and they still can not get it so i am done

I have been charged three times this month from T-mobile.

July 7, 2022 in the amount of $198.00

July 9, 2022 in the amount of $74.61

July 23, 2022 in the amount of $202.70

I do not have a T-mobile account and I am not sure why I am billed. I am requesting the funds to be reimbursed immediately as I did not authorize these transactions.

[protected]

Address below not real - letter was taken to PO and I was told this address is not valid - PO would/could not send letter

T-Mobile Customer Relations

PO Box 37380

Albuquerque, NM [protected]

RE: Replacement on New L-G Velvet Phone

T-Mobile,

I was hung up twice today. I purchased my L-G Velvet phone withing the new warranty, and I want my warranty with a NEW L-G Velvet phone, not a refurbished one with only a 90-day guarantee. Nor do I want to 'Upgrade'- another horror.

I purchased a L-G Velvet phone for approximately $1,000 and it does not work internally. I have called several times to have phone replaced with a new L-G Velvet phone. My phone will drop calls, will dial another person/entity correct one is dialed, will call another entity when correct entity is dialed.

I was told by your T-Mobile personnel that the phone I purchased for 1/2 price needed to extent to May 2023. That would be okay if your phone that you sold me worked like it should. A refurbished phone lasts only 90 days. I don't want a broken phone that you say works - a new phone you say is defective and T-Mobile doesn't want to guarantee the phone you gave me.

I pay $82.25 monthly, and am not buying another phone, I want this one to work. I am tired of your T-Mobile personnel who keep saying there only two options: 1. Upgrade (which means to buy another phone which I won't do since you have not honored the current L-G Velvet I have) or 2. Be sent a 'refurbished' phone with a 90 day guarantee.

I want my new phone per my warranty of having a new L-G Velvet phone. You have not honored your agreement. A $1000.00 phone should work, and this L-G Velvet does not. I returned a refurbished phone with only a 90 day guarantee within the last week.

Helen Javernick-Lewis

PO Box 517

Rye, CO 81069

[protected]

My friend is. a customer of T mobile and due to him working all the time he added me as appointed taker of his account to be able to be told anything with the account and also be able to make any decisions this should not have been added to my name social and credit but yet it was we tried to order 4 phone devices and new cell phone service and due to an incompitent sales person and putting my email down wrong where the e sign forms are sent to they then flagged the account as a red high alert for fraud saying we now have to go in store to get assistance and to be able to prove identity could only be done in person with a valid ID and then we went in store and was told our account was locked and only way we could get assistance is through calling fraud and escalations customer service and we did then was told that it was guerenteed solved and for sure we would have no issues so trusted them signed esign forms got verification of completion paid the 90$ fee for 3 devices boom then they cancel them same issue again I sent them screen shots of completion email the copy of forms that I e-signed and of the charge on my account for them to then tell me at that point they can't refund me anything even though I showed them the proof cause on their side it says charge never was paid then the reason for canceling order this time at this point was because the wrong email and all the other promising they Could help fix lo

Agents they somehow gave us 9 active orders they were having issues camcelling at this point which made no since well when they finally got those all taken care of another agent calls he got us taken care of so we thought until we were reauested and advised that all though these are switch and carry an port over phone number free devices supposedly that we have to pay over 600 $ down for each device so 1800 $ for 3 phones which none are even over 300$ devices at full retail price based on credit as we were told so how come we approved before for 4 for 120 and that was It then again for 3 devices for 90$ but company blames us as customers instead so since we were required to pay over 1800$ I told him no and it was wrong well at this point those 3 devices I rejected was added to my account with my internet and now trying to auto deduct over $ 319 for 3 devices (cellphones) and 3 new added mobile lines as well as gateway internet think they are by far the worst company ever in every single area

I got four calls last week from [protected] but the caller did not leave a message. The fifth call was on Friday July 16, and I returned the call saying "You called me a minute ago." The person on the other end of line who gave name 'Sultan' claimed to be calling from T-Mobile and said I should accept a free phone sent to my address - Sultan knew my address and details of my account, and Sultan said my phone service would soon close down due to 'update' - I asked Sultan for time frame but Sultan did not know date of service shutdown - I told Sultan I would call Sprint to verify this, and I called Sprint and got through to Karen, who said I could pick up a new phone free of charge at local Sprint office -- Karen knew nothing about telephone number [protected], but when she got back to me after brief research she said the number was linked in some way to Sprint and T-Mobile

My phone service is now cut off. I went to a T-Mobile office in 2800 block of University Ave. in Madison WI -- GOOGLE MAPS said the office was there, but Guess What! -- it was not there.

I have been a Sprint customer for ten years. I am disappointed in the service they gave me in the past few days -- Karen was the great exception, assuring me I could get a new phone free of charge at a Sprint/T-Mobile store

I will go to a T-Mobile store tomorrow and I hope that the issue can be resolved. I do not have phone service right now.

Fred sommer

Fred Sommer

Hi, We are a elderly couple who tried to hook up 2 phones with T mobile. We have had a HORRENDOUS experience and its never endling. Someone from your company must care about customers? So far, I cant find any. On May 27 I called and placed a order over the phone for TWO sim cards. Thats it. I called on June 6th as they never arrived. After being passed through 5 people and 1 1/2 hours on the phone. Yes... really. A "supervisor" tells me they tried to just send replacements but then I would have 8 cards coming instead of 4. Wait... FOUR? I ordered TWO? He says, well 4 got put on the order. He will check it out and call me back. Never does. I call back that afternoon. After ANOTHER 2 hours on the phone being passed around. Get another "supervisor" She is so sorry etc etc, no worries... all fixed. We will resend you the TWO sims and corrected the mistake. Then she asks... Do I still want that Apple Watch? WHAT apple watch? Huh? Oh, you have one on your order. I do? How did that get there? Not me! Now she starts a investigation into this this. I will hear back in one week. Nope... no one called me back. Nor did I get the SECOND set of sim http://cards.Call again. 2 hours later after being endlessly on hold and passed around explaining the issue OVER and OVER and OVER. I get another "supervisor" YEA ME! Im told... oh, someone will call you on the 16th on the investigation for sure.. NO WORRIES! and I ask then about the sim cards I STILL dont have. Mind you I really NEED a phone! I use it for my only source of income. She assures me everything is fixed. Next day I get the FIRST set of sim cards in the mail but they have been deactivated and I cant use them cause there was a second set sent that literally NEVER arrived dispite checking my address 3 times. Ok, CALL BACK YET AGAIN. You guessed it. Another 2 hours being passed around. Im DONE. I had to hook up with Straight talk as well, I NEED A PHONE! I tell them to cancel my account. Please refund the 60 dollars I was charged for LITERALLY nothing. Oh sure, no problem. Refund done, account cancelled. Even the 50 dollar remaining bill is cancelled too for the balance of the first month of service. Couple days later. NO refund. Call back. 2 hours on phone. Passed around. Another supervisor. This one says.. 0h, we cant refund to the original card. Your account was credited instead. I explain WHAT GOOD is a credit to a CLOSED account! HOW does that get my 60 back? We live on ONE SS check a month and the tiny amount I make selling soap once in a blue moon and are VERY poor. That is our food money for 2 weeks! Now im told they need my checking account number for the refund. I reluctantly give it to them. I get a reference number this time. AH FINALLY! Nope! no refund. Call back. 2 hours. Supervisor. Give reference number. Wait on hold. Oh, it was denied. WHAT! I was PROMISED by several "supervisors"Guess they just lied to me to get me off the phone. Nice T MOBILE! NICE. Robbing then lying to old people. Once again, promised now a gift card! Any guesses? No, it never showed up either. But I DID get a bill for the 50 in the mail! IMAGINE THAT! they managed to get THAT to me no issues. But still no sim cards or refund. http://WOW.Call back. 2 hours. Supervisor. Hey, why am I being billed for service I NEVER HAD? Oh sorry, will fix it. week later, ANOTHER bill but with interest now! and I KEEP getting bills from T mobile. I had to change my bank card and file a claim with my bank against the 60 which is still pending. I want the 60 dollars they STOLE from me as I got NOTHING for it but MASSIVE headaches and stress and time wasted. I want them to STOP sending me bills! HOW can this company be THIS horrible? I am do tired of all this. What can be done about this mess?

My husband spent hours on the phone working out new deal for two I phones. The rep did not ask what color he wanted for the two phones. When he said “you haven’t asked what color I want yet, she said I am sending teo red phones Like you asked” He never said he wanted red phones. Color was never discussed. Then she said too late to change color. He has now been on the phone for over an hour trying to cancel. My guess is they have many red phones they’re trying to get rid of.

TERRIBLE CUSTOMER SERVICE. YOU’d think someone would realize the cost of losing a lucrative account because of a reps mistake.

We have been Sprint customers for years and when T-Mobile took over we had to renew with them. We were told that the same service would be provided.

As soon as we changed the towers no longer worked.

We have Wi-Fi calling but we have to drive somewhere to try and use it!

Our phones are essentially worthless.

We live at Camp Mack Resort

1400 Camp Mack road. Lot 290

Lake Wales, fl. 33898

We have to drive 1/4 mile to get service!

WHY ?

I called to add a line to my service they had problems with their system on 6/23/2022 I was told on the 23 that a nes iPhone se would be 25.00 total due that day after multiple times it still would process the payment I call my bank and was told he didn’t even show that they tried to bill my account called back on 6 24 and was told the total is 85.00 I told him I want to talk to a supervisor after 105 mins on the phone he hung up on me

Kept receiving letters and emails from T-Mobile saying my Hotspot wasn't going to work after July 1, 2022 and to take advantage of the 5g upgrade promotions they have either in store or through the 800 number. Went into the store and was told to call the 800 number since the upgrade was free through the 800 number and not in store. Called and ordered free 5g upgrade which T-Mobile made me pay tax on a free item. When my bill came they had issued a credit for the taxes, but are now charging me for the 5g Hotspot. Called T-Mobile, spoke to John T. and complained that the 5g Hotspot was supposed to be free and that's what I had agreed to when speaking to the customer service representative. Was told that the representative must have made a mistake and I asked them why they credited back the taxes as the representative said they would, and was told it was refunded manually. I asked if they could pull the call wherein the T-Mobile customer service representative assured me that the 5g Hotspot upgrade was in fact free and the taxes would be refunded. I was told a supervisor would call me back within 72 hours after they pull and listen to the call. After 2 days I received a call back from John T., stating the supervisor heard the T-Mobile representative tell me on the recording that the 5g Hotspot upgrade was free. He then told me it was not the right Hotspot, and to receive a free Hotspot I'd have to return the 5g one I had received and been assured it was free, and could receive a 4g lte Hotspot in its place. I told him that didn't make sense since the upgrade was for 5g, not 4g lte, not to mention that their representative assured me a refund of the taxes since the Hotspot was free, which happened, and they were able to hear the entire conversation about the 5g upgrade at no cost to me. Why should I have to return the 5g Hotspot that was represented as free by a representative working for T-Mobile? I asked that a supervisor call me regarding the issue, as I feel like T-Mobile is pulling a bait and switch on me by sending me my free 5g Hotspot upgrade, then telling me their customer service representative messed up, and that I need to accept a 4g lte Hotspot as the upgrade if I want free. Was told give another 72 hours for a call or response.

T-Mobile has ripped me off with hidden fees, late fees I shouldn't owe, charging me to turn phone service back on that shouldn't have been turned off in the first place. I have the 55+ Magenta Plan that should only be $55/month. Yet, between January 20th & April 10th of 2022, I was charged $313. 69! After talking to two people in "customer service", the second being the manager", the fees they justified charging still had not covered what should have only been $220.00! After, the person who was supposed to be a supervisor took some of the fees off. He still had the nerve to charge me an additional $31.01 to bring the bill down to a zero balance! Now, T-Mobile is charging a $5 late fee when I make payment arrangements that the company takes out on the day the payments are due! Today, the bill was due and there was already a $5 late fee on it! T-Mobile is a greedy, rip-off, of a company that is an international brand that was worth billions prior to the Sprint acquisition. T-Mobile also has call centers in Asia or the Philippines when there are plenty of Americans who are out of work and could use those jobs!

Good Afternoon I went to the store in Puerto Rico in the shopping mall

Centro del Sur to see if there was a employee by the name of Brenda.

I was told that this employee looks into others people information and gives out information. This is a a intergrity issue Me as a T Mobile customer I will be taking action on this issue. I would like to know where are youre managers, This store has foul language on its music this is a family store I hope you take actions on this employee,

Need refund