T-Mobile USA
reviews and complaints

++++

T-Mobile
Customer Relations
PO Box 37380
Albuquerque, NM 37380

Re: Discrimination and/or Deficiencies occurring in
Henderson, Nevada
410 Mark St.
89014
1/13/2022
410 Marks Street
Henderson, Nevada #149
Approx 10 A.M.

I have phone verification which details the gross inefficiencies occurring in your Henderson, Nevada's Galleria office.

That I, I can visually clock the time spent with several customers and the delays, which at times appeared intentional.

The effect was that employees at this particular office holds the power of choosing who she will and will not service. The result of what visually appeared to be unnecessary time wasting and delay was the build of numerous customers--this occurring as a result of one employee's decision to spend an inordinate amount of time, during which she was overheard discussing personal issues. It is important to emphasize: When I entered, there were very few customers. The build up in the number of customers was directly due --in my opinion--to unprofessional interpersonal dialogues between existing customers and staff. The female staff member who conspicuously delayed progress chose--at one point-- to interrupt, by now 45 minutes to an hour long, conversation and answered an incoming phone call. Again: she stopped an exchange between herself and another customer and launched into a phone conversation. (Please remember that other staff was available Please remember that the build up in the number of customers awaiting service was directly tied to delays effectuated by the staff. ) In other words, the customer load was the direct result of an inefficient and discriminating staff. The reaction to the phone call and the attempt by certain staff members to discourage spending time with a phone call as the store was, by now, full of patrons goes to prove the inefficiencies I encountered/

Again, the question becomes: Does T-Mobile empower each employee to deal with only those customers who fit into a "preferred" social/racial/demographic profile.

I offer the photos upon request.
I am
Jonathan Gray
[protected]
Scottsdale, Arizona

I went to t mobile on january 13, 2022. the one on n mall dr alexandria la. i was going to sign a contract with tmobile and was looking forward to being with this company. the two sales clerks in the store were black females and made me very uncomfortable because i felt like they didnt want to help me. unfortunately i wont ever be going back there again and have signed up with another company with 5 lines. those two females were talking, laughing, and did not have time for me. i was very dissapointed with those females and think they need to be fired.

Before switching to T--Mobile, I was a long-time Verizon customer and happy with the service, but intrigued to save money by moving over to T-Mobile. When I spoke to a sales agent, I told them that I would be interested in their promotions at the time, which were to transfer my son's number over in the Keep and Switch Program. My wife and I would trade in our iPhone 12 pros for device credits and that T-Mobile would pay off the remaining balance. Straight forward, right? Not at all.

When I called about getting our gift cards to pay off the balance on my Verizon accounts, they told me that I was only eligible for device credits with T-Mobile. I did not qualify for the Carrier Freedom program (which is how you pay off your device balance from another carrier), which was not what I was told. So, now I have spent an obscene time with customer service agents and numerous departments.

The main issue is that the sales agent that I was working with assured me that I would get device credits for my phones as indicated below in an email from them and that I would get the device credits to pay off the remaining balance that I owed to Verizon on the devices that I traded in. This was a very big reason that I switched over to T-Mobile. Now they are saying that it will not be honored. The issue is that I was very close to paying off my Verizon phones, and now I have a measly $900 credit (towards $2000) on two brand new iPhones when I would have had the 12 pros paid off in a few months. This was also two days before the end of the year, so I cannot help but feel that the salesperson said whatever they needed to get their commission before the year ran out.

6 months ago I ordered T Mobile Internet..I received the device and tried numerous times to connect the device...I called customer service several times and no help...I suspended it and you keep sending me bills...I will not pay for a service that will not work...I called to let you know it was stolen ..

I've had this phone for three months and This phone stays extremely hot when it's charging and after a few minutes of any activity on it. This phone also doesn't have a voicemail alert system by icon, vibration or tone. I've been on the line with tech support four times since last Monday and I've been into two different stores since last week and no one can seem to help me. I've never had a cell phone that doesn't give you an alert when you have a voicemail. I've never felt so disrespected by a company because they refuse to solve my problem and they continue to give the same info and nothing they say works. I think it's horrible that the consumer has to continue to lose because a major company refuse to do what's right. The folks in the stores just update your software and tell you to wait thirty minutes and for nothing once again to be solved. I'm on the phone with tech support right now as I'm typing and I'm getting no where. My name is Reginald Downs. Cell # is [protected]... I'm writing from St. Louis, Mo. I've been with T Mobile for several years now and this has to be the worst. Just as I'm on hold with tech support, They hang up on me. This drama is getting worse by the day. Terrible...

Have to be very careful about international roaming. I have been a loyal T-mobile client in Poland for over 7 years. Compared with Orange - my wife's telephone provider I'm used to paying more and this is ironic since I'm the international one and expected to get more calls outside the EU/ travel and to roam. T-mobile estimates that the cost of 1GB outside of its data plan is zloty 36, 000 but this is a made up number and I used the Caribbean network out in an emergency situation with lost baggage for 10 seconds and got hit with a zloty 2.000 data roaming charge- trying to reclaim from AON as my trip was insured. Funny enough my wife with Orange did the same thing and downloaded Covid related docs for over 3 minutes and her bill...zloty 52 for using roaming and international data. Don't know if there are others but i think in general foreigners in Poland/ expats pay between 100 and 10.000 percent more for things compared to locals. Call us walking ATMs.

i placed an order on dec 27 and i had to be on the phone for 7 hrs and make the order 2 different times. i was promised 2 day shipping and my order was estimated for dec 30. i sat on the phone spoke two 4 ppl one supervisor promised over night delivery then tansfered me to shipping they said they cant do that it was 5-7 day which was not shipping that was said! then the sec supervisor after 2 hrs said theres nothing they can do my order is still not shipped and im highly upset.

I am making a complaint about T-Mobile about blocking my cell phone. They say its the fraud department that blocked my cell number because someone tried to hack my cell, No one contacted me about the hacking they just decided to block the cell. I have not got any help from any T-Mobile employee and they said they do not have a number to contact number to the fraud department but they could transfer me to them. I had them transfer my call and no one at the fraud department would answer the phone. I also asked them to unpair my cell phone and my tablet so I can use my tablet for work and they told me they couldnt do that. I want it unblocked now or I am going to turn them into the better business bureau and sue T-Mobile. I am paying for a cell phone and tablet I can not use. This happened for two days than worked for a day than been down for another 3 or 4 days.

On 11/16/21 I called t-mobile to set up home internet service. The rep told me he could give me the package for $40/ mo with auto pay or $45/mo if invoiced. He also told me that he could give me a trial period so I could compare to my isp I was looking to replace. Fast forward to 12/04/21 I received an email stating my service was $55/mo and I should pay by 12/09/21. No invoice, no trial period, no $45/mo. I called their customer service 6 times, each time I was put on hold. The first 5 calls I was placed on hold from 35 minutes to an hour and 12 minutes, told I was being transferred, then promptly disconnected…..AFTER BEING ON HOLD OVER AN HOUR. The 5th call the rep tells me she has researched the call records and they will honor the $45/mo but needs to transfer me to sales to confirm the free trial period, told me to hold while she transferred me and proceeded to disconnect the call. The 6th call, the rep tells me here is no trial periods, there is no $45/ mo rate but she will report the rep that sold me the package and lied to me about what I was getting. She also told me that upper management would contact me about this issue………STILL WAITING! T-mobile is
Deceiving new customer to make a sale. Customer service agents are putting customers on hold only to disconnect them so they don't have to deal with the lies that their sales reps are telling to make sales.

i am a sprint merger customer. t mobile very bad customer experience. had to pay off my lease of 200.00 because they said my 2 year old phone wont work on their network. b.s. second they only had one good phone in stock, a note 20 thats 1200.00 and a case 50.00 and a screen cover 50.00 and taxes about 2k to get everything transfers from sprint to tmobile. said i get free ear pods, they were out stock, was to be shipped to me, still nothing, i chatted for an hour, no resolution, i really think im going to cancel tmobile and go to cricket, just a bunch of b, s, said they were to pay off my phone, nope didnt happen, said there was a 500.00 rebate fore note 20, nope never got this either, so i guess its just a bunch of lies, and the customer service is a joke

To Whom It May Concerns,

I had sent my old device iPhone 8 Plus to Tmobile for a trade in credit. The tracking # showed Tmobile warehouse already received it but no credit was issued.

I have been contacted customer service so many times since May 21, 2021 but keep getting the same answer that there is an issue at the warehouse.

I've been contacted with Tmobile in the last 4 months, they never told us that the device was not received at the warehouse. They kept telling me there was issue with warehouse so that they can't give me the credit.

Until today 9/27/2021, I called again and the Rep told us they can't locate the phone at the warehouse and tell me to file a complaint with USPS. I went to the post office to open a claim and learned that I can only open the claim between 31 days to 59 days from the mailing date.

On 9/28/2021, I called and spoke to a rep who name was Haidee Theresa to have the handset research file, she told us the form had file. she was nice enough to give us $140 for the last 4 months, she promised to call us on every billing cycle to manual apply the credit for us but she never delivered her promise.

After that, I call Tmoble experts again and they told us now they can't give us anymore credit since they still have not find the handset and we already accept the $140 for the settlement. Per the phone call conversation on 09/28/21, we did not agree to close the case for a one time credit of $140.00.

Since Tmobile recorded every conversation to ensure the best services, and the conversations can be reviewed on 9/28/2021 between 11:30 - 12:00 PM-PST.

Please help me how to escalate this issue to get my full credit. I can be reached at [protected] or [protected].

Please see the tracking info. pictures for your convenience showing mailed on 05/18 and delivered on 05/21/21.

Thank you So Much for your assistance!

Phi Do

I called in to get information about my phone services and the rep said because I had been a loyal customer since 2017 I can choose from a list of gifts, I asked her what was the catch because nothing was free and she said no catch it free, she offered the wifi to chose from only to find out the tablet was $199.00, I feel betrayed and lied too, I didn't need a tablet and if she would have explained it better giving me an option to say yes or no I would never have this complaint . The only explanation everyone is coming up with is sorry she didn't explain it better that is not enough for me.
Emma Thomas [protected]

I have repeatedly attempted to have the billing changed to auto-pay, all the information numbers do not match any of T - Mobile numbers. account number is [protected], the connected device gateway number is [protected] how ever my phone number is [protected]. sim. number is [protected] pass word 4ca9a225e9. the gateway was activated at a T-Mobile store named Smart Fix at Chillicothe Mo. what the problem ii in changing to auto-pay is strange. Please no phone calls as being transferred from phone to phone is a waste. dale leaton
dale. [protected]@yahoo.com

I ordered the T-mobile internet to test it in May. After a month I talked with current Internet provider and told I was in contract with penalty for early termination. Decided to return the T-Mobile internet device after chatting with customer service, telling them I needed to cancel as existing provider had me on a contract. I was given a return authorization form which i used to UPS the device on June 21, 2021. In July received another bill for June - July. Called about bill and was told this was in error. I have continued to receive bills. I have talked to multiple people ( at least six) and visited four stores trying to resolve the problem. The latest run around was I need a pin for the account which do not have. Then told to contact corporate store to get pin changed. Guess what no store in Mesa AZ, I visited or was referred to can make the change they are not authorized. In my latest contact of Customer Service after dealing with the bot, I get hung up on. I have attempted to resolve this through their system with no satisfaction and a growing concern over their internal communication between stores, corporate and customers.

I have added second line for my Daughter and June of last year she moved out of state and I canceled her line. Since June of 2020 till September 2021 i was charged for canceled line. I noticed this month and called customer complaint and they told me will refund me for two months only after they confirmed it was canceled in June of 2020. I filed complaints with FCC also. What a Scammer.
Micheal Hemat

I signed up for this service a few months ago to try it out with the understanding that I could cancel the service at any time if it was unsatisfactory. I've been running Net Uptime Monitor app on my computer and have collected outage logs from September 4 to September 21. The outages make streaming TV impossible. These are internet outages, not local router outages. The local tower supplies a 4G LTE signal that when working and connected to the internet gives decent speeds but the buffering is intolerable during the frequent outages.

My device phone number is [protected] and my account number is # [protected]. I do not have a PIN.

I want to cancel the service as soon as possible. I've tried the normal ways to cancel, calling [protected], and I've been called back and when I mentioned that I wanted to cancel my service I was hung up on. The company rep hung up. Local T-Mobile stores are no help.

Received multiple letters from T-Mobile telling me I had to upgrade all 3 phones on account [protected]; [protected]; [protected]. Difficulty since all phones not in same geographical area.
Just told I would loose service as of Dec 31, 2021 if I did not upgrade phones.
Never provided clear explanation of what my options were.
Many Chat attempts (probably 5 - 6), most of which I have copies of - no help.
Multiple telephone calls - bounced around 4 or 5 different people in Asia - Spoke English but with strong accents. Could not understand. Zero help.
Promised multiple times I could speak to someone in the USA - never happened.
Visited 2 Franchise stores - no help
Finally got to a Corporate Store - good service but very time consuming - still do not know for sure what my actual costs will be, not sure I got the best deal since told via Chat and/or Telephone that could keep my Sprint plan rates without increase in cost. My Cost went up $25 / per month plus the equipment increase of $113.89 per month plus taxes. I was "forced" to buy "upgrade" equipment even though current phones were meeting my needs. Total costs increased almost $140 / month

When I so unfortunately signed up for TMobile service, I was offered a "free Samsung watch". Since I happen to know nothing is free, I kept it in the box unopened. It is 2 generations out of date too. So, when I was charged for it in my next complete months service, I took it back. They could not assist me over the phone, so I went in to a store. The manager called some woman who proceded to scream at me, "TMOBILE DOES NOT DO BUYERS REMORSE!" Absolutely nasty! I had to pay $268 to get out from under payments on a watch I did not want, that was supposed to be free! You people are bate and switch on steroids! I changed service even with the 2 months free service to manager offered me for a consulation prize. I switched back to Verizon the next day. It's STILL in the box!