T-Mobile USA
Reviews and Complaints

Hi,

I have change my service to tmobile. While my monthly bill would've been a lot better than another cell company, but the service or signal did not work where I live. I've have the acct for less than a week. During that time I called tmobile a few times about the signal, I was told to give it a couple of days. Finally, I canceled my acct and went back to my old cell ph company. Since the end of July 2018, I've been requesting my refund of almost $200. I called almost each weekend and I emailed the manager who never emailed me back. I feel like they ripped me off and I'm so frustrated with them.

I was asking for assistance due to my phone had a software issue and I wasn't able to take calls. I wasn't able to pay the amount needed to get the phone fixed so T-Mobile offered to give me a credit of $100.
I told them I still didn't have enough but they said that that offer would still hold and I could claim it when I saved enough money to pay for the repair.
I had a unusable phone for weeks until I was able to save up and pay. To my surprise due to the newer generation of phone release, my repair amount dropped in price. I was not only to pay $100, this was awesome. I paid the repair amount and then I called T-Mobile to claim my credit and they stated that they were not able to credit me the promised amount anymore. I have the transcript of the conversation where they agent gave me an amount not a % dependent on the charge and they still refused to help. They said that I should be grateful that they are even crediting my anything at all and that if I was with another carrier that I would have not been given any courtesy assistance.

TIMELINE
04 August, 2018: I purchased a TMobile sim card [protected]). I was informed at the point of purchase that I had 14 days to return the sim card and not get charged the monthly bill of $60+.

13 August, 2018: I decided to discontinue the use of the sim card after 9 days and I called TMobile to cancel the service. After about an hour trying to convince me to change my mind, the customer service agent informed me the service would be cancelled and I would not be charged for the cycle of 06 August - 06 September, 2018. Thinking I was done with the sim card, I tossed it aside.

01 September 2018: I was surprisingly debited $61.54.

02 September 2018: I inserted the TMobile sim card into my phone, and I was shocked that the sim card had reception even though it was supposed to have been cancelled three weeks earlier.

02 September 2018: I called TMobile and, after almost an hour of waiting, a customer service agent finally answered and I complained about the unauthorized debit.

After explaining my situation, I was again promised that my number would be cancelled; I was also promised a refund. I was then transferred to the unit that handles cancellations.

I had to explain myself all over again, and the agent I spoke to tried to explain to me that the 14-day policy was only applicable to devices and not sim cards. I told him repeatedly that nobody had ever mentioned this to me, because I specifically asked at the point of purchase and the two customer representative agents I spoke to before had promised me I wouldn't be charged and I would be refunded respectively.

It was while speaking to this agent that he canceled my line and the call was disconnected.

SUMMARY OF COMPLAINTS
1 . Before purchase, I was told at the point of purchase that I could return the sim card within the first 14 days; after purchase, 1 of 3 agents I spoke to said the policy did not apply to sim cards.

2. Point of purchase agent and different customer service agents provided me with different interpretations of TMobile's Return Policy.

3. I was promised the sim card would be immediately cancelled the first time I called TMobile about it but, without my knowledge, it wasn't done.

4. I was debited $61.54; if I hadn't discovered this and called TMobile, I would have been billed for successive months even though I had already stopped using the sim card after 9 days only.

5. While I was talking to the TMobile agent, he cancelled my sim card and the call disconnected, thus cutting me off mid-conversation and preventing me from airing my grievances; I found this very discourteous.

6. Two customer service agents promised me that I would not get charged and that I would be refunded respectively when it was outside of their jurisdiction to do so.

Like so many others who have made complaints, I, too, have nothing to do with Vesta T-Mobile, but they have charged my credit with an $89 charge for top-up service for a phone number which is not mine. I disputed the charge on my Citibibank Mastercard, but the charge was eventually upheld in V T-M's favor. The "merchant's" bill was attached to an e-message from Citibank showing the bogus charge and phone number. I had to then sign an affidavit swearing I gave no permission for this charge, attach supporting documentation, and mail it to Citibank. Not only is it angering to imagine this cybertheft, and equally alarming to Google Vesta T-Mobile and see endless webpages devoted to their fraudulent activities and have to draw Citibank's attention to what they need to wake up to, but then to have to jump through hoops signing affidavits and jumping through hoops to get them to accept it. Still don't know the outcome, but it better be in my favor! Needless to say, anyone who does business with this bogus company must be a laugh at a used car lot!

Just wanted everyone to know how T-Mobile treated me.
I decided to switch phone companies, when I went to the new company they told me that my phone was locked. I went to T-mobile to get my phone unlocked. The first store I went to refused to help me, the 2nd store told me I owed a total of $330.00 and it needed to be paid before they could unlock my phone. I paid the entirety of the phone off. They told me that I was going to receive a code via email within 24hrs of paying the phone off. I waited 48hrs and received no email. I then called T-mobile and they told me I owed another $105.00 and in order for the phone to be unlocked it needed to be paid. I argued with the woman who kept changing the price owed so I finally caved and just paid the $105.00, but only after I was promised my phone would be unlocked today. They told me I would get a code by email in another 24 hours. So today I waited for an email but once again did not receive one. I called them back again and the guy I talked to told me it would be 2 weeks before I get the code. I asked to speak to his supervisor and he refused to let me talk to the supervisor and hung up on me So then I decided to go to the T-Mobile store located in Pueblo West where I was once again treated awful. I told the young guy working there that I have a business to run and he then told me it was my fault and how could I put my business in jeopardy? I was completely mind blown by his words and just left .I own my phone and T-Mobile is refusing to unlock it. This is the worst company I've ever dealt with. I am now 4 days without a phone and counting...

When I first purchased an LG it was 3 years ago and I got the original LG Stylo. I liked it so much that when my screen broke, I upgraded to the Stylo 3--biggest mistake I have ever made. While my original LG is still going strong with a cracked screen and all, my Stylo 3 started doing this weird reboot thing every so often, eventually it got to the point that whenever it came on it immediately shut off again. However, the battery said it was completely charged so I thought something was wrong with the phone. When I went to T-mobile and told the guy what was wrong, he said it was a reboot loop, so he replaced it with my warranty. Little did I know that the warranty only covered the front facing of the phone, not the battery or the back casing. I even asked the guy if he thought there might be something wrong with the battery and he didn't seem to think so. So, I lost more than 200 pictures and several new contacts because my phone wouldn't even start properly. So, my phone was replaced, but I still had the same problem with my new phone. Now I am talking to a new guy at T-mobile and he says, "It could be the battery" So, I ask him for a new battery, and check this-- they stopped selling batteries. So, I go to batteries plus and they don't have one and want to charge me $40 for a new one to be shipped. The worse part is that this battery is less than 6 months old. And then I learn that some of the Stylos were having issues with their batteries. If this is the case, why wouldn't it be covered under warranty? Also, why doesn't a cell phone store have cell phone batteries? Also, why the hell would my battery be bad after 5 months, when my old LG battery is still going after 3 years? This is BS! and I think everyone should know what a scam this all is. Not only did I have to pay $50 dollars to get my phone replaced under warranty when it was stolen, but then again $5 when it wasn't working, and they still didn't fix the problem! I think I am gonna go back to Samsung.

annoying male voice in greeting. ordered item did not arrive on promised day. awful hold music.
too loud country music. staticky. ear piercing. too long.
phone rep located my order via phone # i'm calling from but refused to give order confirmation without me saying my address to tell me if order arriving. they haven't said my address so there's no way i can steal anything. but it IS hassle for me to give my address.

T-mobile is the worst company I've ever gotten service from. I paid for a phone plan that was totally deceiving. Everything that was included such as unlimited data AND a working line, was not.
I initially called a few days into my plan to complain and I talked to people who hung up on me CONSTANTLY. It was hell, they'd ask all these unnecessary excessive questions to waste time, and each representative asked me a different set of questions. Some didn't require my name at all. Some wanted my name and last name. Most asked for my phone number, others - when I provided my number before being asked, would shut me up by saying they already know thanks to their caller ID. I initially had a $45 plan for a fixed amount of data, which wasn't working. Thankfully I was staying across from a t-mobile store so I could go in in person. The employee witnessed my lack of data for themselves, so they compensated me with an extended month and upgraded my plan to a $75 unlimited data plan. That's good customer service - satisfied the customer at hand by giving me a free month, but got me to pay $30 more than my initial plan the following month with the new upgrade.

Just like connecting to public WiFi when it shows full bars but doesn't load a thing, my paid for data provided by t-mobile wasn't working. After my upgraded plan, I never had a problem. Full speed too. I even relocated to canada for two months and it was still working perfectly fine. I have roam like home, so no extra charges. By default my phone will connect to whatever Canadian provider's reception I can catch best wherever I am. So it alternates. Still, it was working perfectly fine. Until I paid my new cycle of November, my data stopped working again, I went through hell on the phone with customer service. I got transferred constantly and hung up on. Sometimes it was 30 mins into the conversation, sometimes 2 hours. Nothing was ever noted on file so I'd have to re-explain from scratch constantly. Each representative would cut me off. Never answer the actual question they're being asked. When I became more pushy by asking why they weren't answering the real question, they would try their best to STILL answer without a real answer. After paying for unlimited data which didn't work, I got compensated $30. If you really think about it, that is not compensation considering my initial plan with a fixed amount of data was $45 which is $30 under $75 (my current plan). You can either look at it as the days I have left on my cycle as a fixed amount of data, or scroll up to when I mentioned complaining about lack of data with my $45 plan when I got compensated an extended month. Either way, I didn't actually complain about being given only $30 off my plan for data compensation. I was content after the hell they put me through. Then, my whole line stopped working! Meaning-I could not receive or send any SMS or calls. An even bigger issue than just having no data. This went on for about 4-5 days. I kept calling about it and still got hung up on. I was furious. They told me it was transferred to technical support and they'll figure out the problem within 48-72 hours although it might take longer. That was never noted on file! Two days later it worked and after going through hell with them on the phone, I didn't call back. Though it should have been noted and I should have gotten additional compensation.
My biggest pet peeve is taking time out of my day to call any customer service, or complaints. It's an unnecessary useless process that never actually gets any attention let alone dealt with. But then my bill cycle ended and I called in, got hung up again. Then spoken to rudely by a supervisor who didn't let me speak at the end to clarify. He told me that my account has been credited 3 times which was false. I tried to clear it up and he told me further requests for compensation will result in termination of my account. Incredible. The TWO times I did get compensated was only right. The first time it was not requested, I simply showed the employee and he saw for himself and compensated me. The second time I called to fix my data and actually offered to pay whatever the fee was to have a fully functioning plan for the coming bill and compensation for the "active" cycle at hand.

On November 29 I went to the t mobile store in city heights of San Diego.

I wanted to open an account. They told me that there was another account with my social security number but not my name.

Someone committed fraud and they can not release any information. The location is on Fairmont Ave

Manager is named. Angel

So. I have to spend money to freeze my credit report and let my information get stolen.

I recently change phone service due to your tmobile overcharging me for many different things for over a year. Prior to October of 2016, I was on a monthly plan of 80 for two line and 20 for an additional line I also paid for insurance for one phone and $20 for faster internet. On October 2016, my phone broke and I walked into a tmobile stone one of the customer service representative told me they were running a special and that I would get an extra free phone along with a J7. He confirmed several times that it was free phone and 0 charges regardless of any termination. And advised me that I would only get charged $7 or $10 dollars for your new J7. I also confirmed that I would keep the same monthly plan rate for the same amount of less than $150 dollars for the 3 lines new phone and added charges. He confirmed not once but twice. I explained that I was on a fixed income and would not be able to pay more than $150 monthly, and I did not need an additional line. The rep again confirmed and promised that yes my bill would be under $150 a month. I had my son and a friend as a witness. Since then my bill increased and never was able to get back to my original plan. Most recently Tmobile hired staff who represent themselves as experts and do nothing to work with the customer, The worst customer service I have experience. Verizon is now offer the customer service Tmobile once offered. Sad to see that change with Tmobile.

Date of the incident:
10/25/2017

Description of the incident:
I tried to cancel one of two lines attached to my T-Mobile account, over the phone (611), without success. I spoke to 5 different representatives, and no one could solve the problem. The last representative shared her credentials with me: Len A, employee number [protected].

I'm currently living in The Netherlands, and am not able to go to a T-Mobile store in US to cancel the service. This means the only option available is to (try to) do it over the phone. When I spoke to all 5 representatives, I provided the last 4 digits of my Social Security Number, but when they asked about the PIN code created when I opened the account (three years ago), I couldn't remember it. This seems reasonable, especially when it comes to a PIN code you never use during your lifetime as a customer.

They tried to reset the PIN code twice, and in fact I received two new PIN codes (first 3153, then 1093). However, they still couldn't access my profile in order to proceed with the cancellation I was requesting.

No representative could provide me with a feasible alternative to the problem. On top of that, T-Mobile employees kept insisting that the only way to have the line cancelled was to fly back to US (really?!) and make the cancellation in a T-Mobile store in the US. Not sure if it was a bad joke or if it was for real, but just in case: The Netherlands is more than 4, 000 miles away from the US!

Since I'm not willing to spend €1, 000 in flight tickets and am not willing to take 2 days-off at work to follow T-Mobile guidance so as to solve this bizarre problem, I will stop paying T-Mobile bills from now on. This seems to be the only option available at this point.

Finally, because T-Mobile coudn't care less about their customers, they don't even have an e-mail for incidents/complaints! Reason why I'm using complaintsboard.com to make the incident public and to protect myself against late payment fees (or whatever fees) T-Mobile decides to charge in the future.

T-Mobile: what a shame! You should try to improve your CRM processes ASAP. No company with such a poor customer experience survives in the long run. Good luck!

We as T-Mobile customers deserve batting from T-Mobile and the representatives we shouldn't be over build and made to seem like we deserve it if T-Mobile isn't going to listen to all our grievances we should all go to Sprint and if anybody has had a problem with Anthony Montana and his supervisor chaven Moncous for there unwillingness to help with our problems as customers to T-Mobile I think that Sprint would be better than this people who take our money and treat us badly

Fraudulent and unauthorized withdrawal from my checking account using T-mobile.

When logging into my online banking, I noticed an unfamiliar charge. A T-mobile device was used. The name Saundra Mendez PCS Svc was associated and identified. A Google search brought to light that this fraud has occurred before and is ongoing.

Please help consumers to be aware if this mobile scam and stop the perpetrator(s).

My old phone was having problems I called T-Mobile and was told that they would send me another phone. Speaking with my husband, I told him that the phone that would replace mine would be a refurbished phone not a new one. He told me that I needed to get a new one because with a used refurbished phone I would probably run through the same Issues. So I went to the nearest T-Mobile store to have my phone replaced. The representative said that I couldn't replace my phone for a new phone of the same kind because Samsung didn't make them anymore. He insisted that I upgrade to the new Galaxy S8 or S8+. I was kind of skeptical at first but this man's insistence was making believe that the s8 was a much better deal. I had the Galaxy Note 5 and was completely happy with it until it started giving me problems and replacing it would be heartbreaking for me, but I went along and got the S8. I brought it home and was going through the functions and all the other bells and whistles but I was not satisfied with the phone (S8). The next day I went back to the same store to get my old phone back and give back the S8. The same representative told me that it couldn't be done because T-Mobile did not carry the Galaxy Note 5 anymore and mine was shipped out the same day. I insisted that I was not satisfied with the S8 but he kept telling me that he couldn't do anything about it. This was 4 months ago and I'm stuck with a phone that I dislike, making me think twice about keeping T-Mobile as my service provider because of the service I received from this representative. According to the manager at this store, I was told that it is a corporate store and they would be the only ones in El Paso that could do anything about my issue. According to their policy, I am allowed to return the phone if I am dissatisfied with it within 14 days! Yet I went the next day and This store couldn't do anything to help me. I am very upset with this store and as I said I am thinking about moving with someone else that will not LIE to me just to make a profit or a commission for selling a phone. AT this point, the rating scale is not low enough for me to rate T-Mobile.

On 8/20/17 I purchased a car wash for $5.00 to save money on gas (total purchase $25.00). I know from prior purchases that the car wash code is valid for 30 days (it's printed on the receipt right under the car wash code). Normally I get my car wash right away but on 9/16/17 I decided to take advantage of my 30 day option. My code did not work after several attempts. I kept getting the please reenter your code message on the screen. I went inside to tell the attendant what happened before I could finish what I was saying I was cut off. The attendant started talking loud saying I have no way of knowing if you used that code before in a I'm accusing you of trying to reuse this code tone. I Did Not Use This Car Wash Code Prior. So... I explained that it's not my fault either as a customer that you have no way of knowing but I assure you I DID NOT use this car wash code. I would not go back and forth in a hot lobby about a drive through car wash that I know I used. I'm pissed at this point because I'm a regular customer out of $5.00 and insulted . I'm a care one card holder which also allows me to use my credit card to make purchases. I'm shocked that my value as a regular customer was not worth a 5 dollar car wash. Receipt attached.

I've been with them for 3 years. When transferring I wasn't notified that there was still some money on my previous account. We recently moved and obviously, our address has changed, but I didn't know that they kept sending bills to my previous house. I would have known if they sent me messages. Maybe I moved but my phone number is still the same.

My recent experience is the reason why I'm done with them. Because of their representatives' advice, my phone broke and I don't have it now, even though I work and I extremely need it. I have been their loyal customer for about 3 years and their managers can't resolve the issue for some reasons I have no idea about. They could have just repaired it ... Frustrated and disappointed...

I have been with the company since 2008 and I they have changed for the worse. They use to care about their customers, but now they only care for their profits. I have had issues with samsung phones twice on less than 6 months! To get a replacement is rare without shelling out another couple hundred dollars.
The service is poor and does not work in areas locally and when traveling. The samsung phones are having problems but they do not notify customers or they run diagnostics that cause your phone crash then offer nothing but dishonesty and too concerned with placing blame then they tell you "you can always upgrade. Just pay $185 to get a phone today." sounds like a big scam to me!$! They find ways to get out of warranties, the so called insurance, and accountability of misinforming customers! I also asked for a superior, igor, and he was so much worse than the reps! Condesending, arrogant... But they care about customers? Doesn't sound like it to me! I would never recommend this company to anyone! Save your money, time and effort for a company who cares about customer satisfaction!

This is the most unorganized company I've ever seen. Their service is a joke and ridiculous.
There's always a problem.
I ordered a new phone and it never arrived, even though it's been 3 weeks. Every time I call I talk to different corporates who give me wrong information. Well, they say I'll get my phone tomorrow and there's no worry, another one said I'll receive it in a week and so on and on. Don't know how to express my irritation.
I think my problem will never be solved.

I have called Verizon and T-Mobile about this several times. I HAD to switch to Verizon for work. Verizon said specifically, that they would send me a prepaid card with my bill on it. I have called them about it many times and they say they have sent it. I am awaiting it in the mail. The minute I get it, I can pay my bill.

I have all of my paperwork sent to Verizon and I should receive my card any day. THE MINUTE I get it, I will go down and pay my bill. I CANNOT pay it until I receive this card.