T-Mobile USA

My phone was destroyed on 9/16/22 in the early morning. I began attempt to contact the replacement insurance company and was not able to reach a customer service representative for over 1 hour. Upon contacting and filing a claim I was advised that the replacement would not be mailed until next business day. Fortunately, the phone was mailed 9/16/22 at 12:00 am but as of 9/19/22 is still not received! I currently work for a hospital in Syracuse NY and my cell is the primary contact which has created a GREAT inconvenience. I have been a Sprint/T-mobile customer since 2004 and never experienced such bad service and will not recommend T=mobile to anyone and will be looking a transferring service to SPECTRUM.

CLAIM - [protected]

I finally got the google 6 but not after 4 hours of intimidation, nasty behaviour from a tmobile agent

Sep 17, 2022

Avoid t-mobile shrewsbury nj store at all cost/discriminatory store

A public store - a public opinion and experience

Carnival side show act/discriminates against senior citizens

437 broad st shrewsbury nj

Upgrade from stylo 5 phone after I had been a 22 year sprint customer

4 hours to get a phone upgrade because esperanza chose to service a latino customer who arrived after I did and lied about it.

Still fuming sep 18, 2022 / 2pm-blood pressure sky high

Quick timeline

You can read all this or you can read my one line opinion and experience

Opinion: esperanza is a very destructive, nasty, condescending, humiliating t-mobile employee.

Her attitude may have worked previously but the buck stops here.

I feel sorry for anjelica who repeatedly apologized to me a dozens of times, if not more, for not being able to help me because she wasn’t trained from sprint to t-mobile.

My opinion: discriminatory store at the helm of esperanza who does what she wants, when she wants, how she wants.

My opinion: everyone has a limit to endure the nasty, condescending arrogant behavior of esperanza.

I hope you can see my frustration and the destructive behavior of esperanza and by no means should any bad consequences come to anjelica who had to work with esperanza every day.

My personal opinion: very disrespectful. I had worked with a destructive personality disorder previously in my work history like esperanza. They have a false sense of superiority and power. Very destructive personality disorder they don’t teach they destroy customer relations and company relations. They don’t teach employees they “gaslight” giving training one day and completely reverse their teaching and tell the employee, I didn’t say that you have to do it this way. Destructive behavior.

Sep 10, 2022 went to hazlet nj t-mobile store 732=739 1255/alphonso d. Very informative and went out of his way to help me but did not have the google pixel 6 phone he suggested to contact shrewsbury store that may have 1 but couldn’t guarantee. Suggested to call customer service to have one mailed to my home.

Contacted cust serv [protected] in the philippines during the week they did not have the phone in stock but contacted all t-mobile nj stores in nj if they had google pixel 6 phones. Had me on the phone for 1 ½ hours until my land line battery died.

Sep 17, 2022 contact shrewsbury nj store directly and they advised they had a google pixel 6 phone.

Sep 17, 2022

3pm this is where my absolute nightmare begins with esperanza.

*arrived at 3pm at t mobile my daughter drove me since it’s hard for me to drive. I’m in my 70’s high risk of heart attack, stroke and diabetes plus live with debilitating chronic pain. I brought my walker since t-mobile does not have chairs and I can’t stand more than a few minutes.

*315 pm while i’m waiting to be serviced a male individual arrives and worms his way to esparanza counter and is being helped.

I called over and said i’m next in line for service and the customer gives me a dirty look and turns his head and esperanza just smiles and they go on speaking spanish and smiling.

Esperanza said he is just buying something.

I see the male individual hand over his drivers license. Esperanza thinks i’m stupid you don’t show your drivers license to buy a quick something. You show a drivers license to buy a phone.

Now the male individuals significant other: comes into the t-mobile store and allow the 2 yr old female child run back and forth in the store. Where the child can fall and cause herself bodily injury. Esperanza says nothing.

Now the female mother or guardian holds hands with the 2 year old child and swings her round and round up in the air inside the store twilling her round and round. One slip and the child would wind up smashed against the wall or t-mobile counter. Esperanza says nothing.

*430pm after the male customer who took my spot left i’m being serviced by esperanza and she tells me that i’m not entitled to a google pixel 6. I told her:

1. Look I was emailed this information from sprint

2. I went to the hazlet nj store and I was entitled to the phone but they didn’t have it and they recommended I come to your store, I contacted customer service in the phillipines [protected]

3. I spent 1 1/ 2 hours with customer service and they didn’t have any in stock in the warehouse and called all of nj stores to track the google pixel 6

Now esperanza is telling me that after I waited 1 ½ hours because she took someone that cut into line that i’m not entitled to a google pixel 6 phone.

430pm I called customer service at [protected] and waited 45 minutes and finally got through at 530pm and explained all the circumstances in the difficulty in getting a new phone

*545pm i’m on the phone with frank from t-mobile [protected] and I explained the hard time and how difficult esperanza was but I couldn’t hear him because esperanza had been blasting spanish music inside the store since I arrived.

I asked esperanza to lower the spanish music so I could hear customer service she said in a minute.

Why the blaring spanish music in a t-mobile store?

After 2 minutes I said to esperanza: what ever your doing take 30 seconds to turn down the music or shut it off.

It doesn’t take time to flip a switch or turn a dial and she refused by not complying.

Anjelica then went to the control panel and turned down the music.

*6pm anjelica saw my frustration after 3 hours and how I was treated and contacted oscar the store manager and I told anjelica let me speak with him and I gave him a earful.

T-Mobile consistently lies about promotions and costs. They falsely claim to be resolving the issue and that we can "trust" what they say. I cannot tell you haw time and time again, on just about every single thing, they lie. The most recent has cost me nearly $750. I was told by a T Mobile rep that I have the best international plan. That all wifi call like Whats App are free and should I need to make a regular call internationally, it was only .25 cents per minute. BIG LIE! They went on to charge me $3 per minute, resulting in $477 dollars for 159 minutes and hundreds more in taxes for the calls. This must be remediated. T Mobile cannot continue to steal from their customers.

At this point I am so disgusted with T Mobile I wouldn't recommend you to anyone! First off we are in a hotel and are unable to use the phones at all! I spoke with one of you customer service people on Friday she informed me there is only one cell phone tower near where we are and there is nothing they can do. This phone will not call out or get a call it is both my husband's and mine there is no wifi internet or calling. available the thing is they worked when we first got here. The other problem I have is when I called last week I had a payment arrangement to pay $75 that never showed up on my checking account however, I was charged $118.40 I told the girl this and she said the $75 showed on my bill but the $118.40 did not I told her I was looking at it on my bank account she said I wasn't and there was no way to send her either a picture or proof of it and sorry. That is not customer service! I have been charged $118.40 instead of the $75 which left my checking account negative. We are senior citizen's and I am on a fixed income. I was charged $38 for the negative. The other problem is I am 65 so we have the Magenta Max 55+ it is unlimited talk and date for $43 a line including tax and fees we have 2 lines which is $86 I pay $100 a month they told me it's just extra charges REALLY? what part of tax and fees included does T Mobile not understand? I was with Sprint before and never had a problem until T Mobile took over. If this doesn't get straighten out I will be sending these phones back and canceling my account. The phones don't work anyway and nobody there seems to care.

At the end of May, I spoke to customer rep Zia, who told me that as a one time courtesy, she would credit me $600 spread out over 24 months for my iPhone SE (2020), because I've been such a good and loyal customer. In light of this great deal, I purchased an iPhone 12 pro for $800. Zia told me that she would have to enter this $600 credit manually after they received my old phone and it would take 1-2 billing cycles to show up. Skip ahead 3 months later and Zia's credit has not been applied. I call to speak to reps and they have given me the run around. Today, I spoke with a supervisor and he offered me a $200 credit. I have recordings of our phone call verifying the offered deal.

At this point I am so disgusted with T Mobile I wouldn't recommend you to anyone! First off we are in a hotel and are unable to use the phones at all! I spoke with one of you customer service people on Friday she informed me there is only one cell phone tower near where we are and there is nothing they can do. This phone will not call out or get a call it is both my husband's and mine there is no wifi internet or calling. available the thing is they worked when we first got here. The other problem I have is when I called last week I had a payment arrangement to pay $75 that never showed up on my checking account however, I was charged $118.40 I told the girl this and she said the $75 showed on my bill but the $118.40 did not I told her I was looking at it on my bank account she said I wasn't and there was no way to send her either a picture or proof of it and sorry. That is not customer service! I have been charged $118.40 instead of the $75 which left my checking account negative. We are senior citizen's and I am on a fixed income. I was charged $38 for the negative. The other problem is I am 65 so we have the Magenta Max 55+ it is unlimited talk and date for $43 a line including tax and fees we have 2 lines which is $86 I pay $100 a month they told me it's just extra charges REALLY? what part of tax and fees included does T Mobile not understand? I was with Sprint before and never had a problem until T Mobile took over. If this doesn't get straighten out I will be sending these phones back and canceling my account. The phones don't work anyway and nobody there seems to care.

I purchased a Hotspot from a satellite T-mobile dealer. It did not work. As was clearly advertised at the time, we had 14 days to return, get our money back, no harm no foul. We returned it within 10 days. However, not only did tmobile refuse to give us our money back, they also charged us a restock fee! It gets better. We had to close the bank account linked to it, because tmobile charged us monthly fees the next 2 months before we realized it! Now they claim they can't open the account without some pin code which I don't have, and have sent me to collections for $91.23. This is theft, and shows what a predatory company they really are. They have established layers of minions that speak broken English at best and have no access or capabilities of resolving this correctly, and I have no way of actually contacting somebody at the corporate level who can. I've asked repeatedly to speak to supervisors, with no results. I'm sure I'm not the only one, so if there are others, we need to establish a class action lawsuit and have them shut down. Because of their unlawful and predatory practices, my credit and quality of life are now being threatened.

After 3 weeks and 16+ hours on the phone and in the T-Mobile store on this one issue…this is where I’ve been lead.

The purpose of this letter is to ask for the very reasonable compensation of a 100% free Samsung S22 Utra in Phantom White.

As a family plan T-Mobile customer of over 25 years, I have never experienced a more frustrating and infuriating customer service experience in my life.

At the end of July, I called T-Mobile with the simple request to change my phone number as I had been getting way too many spam calls/texts. Instead, my mothers phone number was applied to mine, and the number [protected] got assigned to her phone. My mother is quite old and not tech savvy. She was in the process of moving the very week this happened, and so having her number change when she needed to cancel and update MANY services (utilities, landscaping, movers etc) she experienced countless obstacles attempting to do so with a number that did not match the one on her accounts. I’m not listing the extensive and LARGE amounts of additional stress added to my mothers moving experience as I have already experienced enough stress around that as is.

As for my own experience, I manage national marketing tours for large brands and am currently on the road for one. I am the point of contact for over 20 people at each new location I activate at. Across 16+ hours of missing work and using my little free time each day, I was finally able to get the unbelievably incompetent staff of T-Mobile to correct that mistake. But not without them first locking the entire account down under a “fraud” alert because of the amount of things they had messed up in the account. This ultimately made me have to drive across the state from Houston to get to Dallas so I could physically just switch sim cards with my mother, as the countless attempts to update the SIM’s were failures.

The total lost monetary value to myself personally is SUBSTANTIALLY more than the retail cost (especially the production cost) of the phone I am requesting for free as compensation. I was offered a $30 credit to my account, which was offensively inadequate.

I brought this up with the leadership team that I spoke with over the phone, but SEVERAL security protocols were broken SEVERAL times across those 16+ hours of communication with T-Mobile staff. For example, more than once when a rep was verifying my identity, instead of having ME verify the SSC, the digits were read back to me and asked if they were correct…OBVIOUSLY UNACCEPTABLE. There was no continuity across these communications. They would accept that I was NOT Joseph Gifford (who in one call was reported to be the only authorized user on the account, and contradicted in others) and yet still allow me full access to the account if I just had the last four of his SSC (which I did with his permission several times.) And then in the next call even that same day, would say that I couldn’t just give the last four of the SSC that they needed to call him to verify.

After this experience, I have spoken to my entire family and we are prepared to take our wireless service needs elsewhere if this relatively minimal compensation is deemed un-deserved.

I have never written to a company before, but this was so mind-blowingly unacceptable I will not let it pass unbalanced.

I hope you will resolve this in keeping with my request and we can move forward as T-Mobile customers with this behind us.

I have had Sprint cell service for over five years. When they became T-Mobile they required a new telephone. I exchange my phone for the one they recommended. They have been trying to charge me for the new phone sense. My old phone worked perfectly.

IM AGAIN COPYING THIS TO THE BBB

This is David. I appreciate your patience while the chat was connected to me.

I'm sorry to hear of the issue you're experiencing! I'll do my best to look into any potential solutions for you today.

Whom do I have the pleasure of chatting with today?

This is David. I appreciate your patience while the chat was connected to me.

I'm sorry to hear of the issue you're experiencing! I'll do my best to look into any potential solutions for you today.

Whom do I have the pleasure of chatting with today?

There is no pleasure

Every month since April

My bill is wrong

My name is Merry Hancock

I'm sorry to hear of the issue you're experiencing!

Sign me in n

Merry, nice to meet you! I hope you're doing well!

Give me a supervisor

One moment please while I contact my supervisor for you.

Thank you

Thank you for your patience!

I want my bill fixed, an ID for the person stating it is fixed, and an email verification it is fixed. There should be NO EQUIPMENT CHARGES FOR [protected]. T-MOBILE required the switch. Sprint has the old phone. Period.

Please do not worry as we are here to take care of it for you!

12:07 pm

This is Danny C.. I appreciate your patience while the chat was connected to me.

I want my bill fixed, an ID for the person stating it is fixed, and an email verification it is fixed. There should be NO EQUIPMENT CHARGES FOR [protected]. T-MOBILE required the switch. Sprint has the old phone. Period.

I'm the available supervisor. Please allow me to look over the chat and will start helping you.

Please look at all the previous chats, too.

Sure!

12:25 pm

I can see that you returned the device for trade-in, however, the device returned was either broken or in unacceptable condition and the monthly credit ($20.84) request was rejected by the back end tam. That's the reason you still see $20.84 monthly charge for the device. The previous agent you talked to applied $20.84 credits thrice to help you offset some cost of the device.

No

Return the phone to me

It worked Perfectly

We are very sorry to say that the monthly credit of $20.84 credit won't continue due to returned device was not in unacceptable condition. I am sorry to say that the device can't be returned back after received in our warehouse.

No

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