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T-Mobile USA Complaints 700

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11:13 pm EDT
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T-Mobile USA overbilling

Being charged for a full month after terminating service 10 days into new billing cycle. After my 2 year contract expired, I switched to verizon. Verizon ported my number from t-mobile 10 days into my new billing cycle with t-mobile. I received a bill for the full month from t-mobile. When I called t-mobile about this they stated that according to section 3 of their contract, unless I personally call them, they can charge me for the full month. The contract paragraph actually says: 3. * your term of service and termination fees. Your “term” is the period of time for which you have agreed to maintain service with us. Periods of suspension of service do not count toward your term. After your term, you will become a month-to-month customer. Except for month-to-month customers, an early termination fee will apply to each line of service if you do not maintain your agreed-upon services through the end of your term for that line of service, or if we terminate your service early (See section 18). The early termination fee is: $200 if termination occurs with more than 180 days remaining on your term; $100 if termination occurs with 91 to 180 days remaining on your term; $50 if termination occurs with 31 to 91 days remaining on your term; and the lesser of $50 or your monthly recurring charges (Including any applicable taxes and fees) if termination occurs in the last 30 days of your term. Some devices require maintaining certain features or services (E. G. A data plan) as part of your rate plan, and cancelling them before the end of your term will result in an early termination fee. The early termination fee is part of our rates and is not a penalty. The early termination fee applies only to the extent permitted by law. If you terminate your service, your termination will be effective at the end of your current billing cycle, and you will remain responsible for all fees and charges for your service and usage through the end of that billing cycle. If we terminate your service, we will determine the date of termination, and you will be responsible for all usage and charges through the date of termination. You can request that we port your number to another carrier, and service for that number will be terminated when the porting is complete. If you port your number, you may be responsible for all usage and charges through the end of your current billing cycle. If you bought your wireless device from a dealer, they may charge a separate fee associated with cancellation.

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T-Mobile USA phone exchange scam

To similar complaintants, do not bother contacting Robert Dotson. He already stepped down as T-mobile CEO. You may not also receive a response back from their Executive Customer Service email address. Your best bet would be to file a complaint with the BBB, FCC, and State Attorney General. In my case, T-mobile finally agreed to credit the $300+ fee after my BBB complaint. Yet somehow in their response they managed to deny any fault/responsibility on their part- go figure. Here was my original complaint to BBB:
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I'm filing a complaint against my cell phone provider, T-mobile, because T-mobile has wrongfully billed us of an one time charge of $327.99 and is unwilling to waive the charge. My entire family and I have been customers of T-mobile for many years.

On August 23, 2010, I renewed our two year contract with T-mobile and purchased a Samsung Vibrant at PhoneX, a T-mobile retail store. However, the Samsung Vibrant started having trouble turning off and on. The phone was never dropped and always had a protective covering. On January 15, 2011, My husband and I brought the phone back to PhoneX. The employee at the store inspected both the outside and inside of the phone (took the phone apart) in front of us. He called T-mobile and put in the exchange request for me. I asked him multiple times if this exchange is free and whether I would be charged for anything, and he said NO since there was no physical damage and ensured us that the shipping fee was all we had to pay.

However, when we received our February statement, a whopping $327.99 was charged as a one-time fee. Below is the documentation of the phone exchanges that took place afterwards with T-mobile consumer service. Please note that some names were not spelled out over the phone so I had to guess on the spelling.

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3/4/11 evening:
Angela- Angela says that the phone was charged because although no outside damage was found with the phone, there was "inside damage." I say, of course there was inside damage because it was a defective phone from the get-go! She was not able to provide any evidence of where exactly the phone was damaged. I tell her that since my T-mobile store employees already checked the phone, that either the phone was damaged on the way to the return center or the examiner there purposely damaged it. She could not provide an answer and transferred me to her supervisor Herbetta.

Herbetta- Herbetta says that there's no way that I would get a defective phone because all phones are checked when they leave the manufacturer. (Toyota probably said the same thing by the way). I ask her why T-mobile even offer warranty if all phones are PERFECT. She offers to reduce my fee in half as part of "good will." I told her that is unacceptable and that I will not pay a penny. She transfers me to her manager Victor.

Victor (ID: 0732260) -Victor tells me that my T-mobile store was not really a T-mobile store but a dealer. I tell him that since the store carries T-mobile phones and sells your plans, how could the customer possibly distinguish which is a store is completely T-mobile which one isn't? I explain to him that the store employees had verified the return process on the phone with someone else at T-mobile. Victor also offers me a 50% reduction which I do not accept. Victor tells me that he will look into the records of what exactly was wrong with the phone and pull up the phone conversation that took place with the PhoneX employee on the day the return request was made. He tells me he will give me call back at 11AM the next day. He never called.

3/30/11 evening:
Pammy - She transfers me to her manager Anaette.

Anaette (ID: 1244439)- I tell her that I want to speak to Victor and gave her the ID number. She tells me that she doesn't know of a Victor and that the ID number doesn't exist. She denies that anyone at T-mobile ever offered the 50% reduction. I ask her to provide evidence of where the phone was damaged or just return the phone to me so I can get a third party to look at it. She says that she can't do either and hangs up on me.

3/31/11 and 4/4/11:
I go on the web and I find the email and number for T-mobile's Executive Customer Service team. I send an email on each day nd receive no response. I also call the number provided for the Executive Customer Service team only to be sent directly to a voicemail box that says that it's currently full in messages.

4/5/11 afternoon:
I find the number of Robert Dotson (T-mobile CEO) on the web and call the number. I learn from the operator that he's no longer with the company and she transfers me to someone else's voicemail so I can leave a message.

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During this time, PhoneX has also called T-mobile customer service numerous times to explain the situation on our behalf and told me that a T-mobile customer service rep will call me to provide a resolution or evidence. I never received any calls. The PhoneX senior store manager is also willing to provide a statement if requested.

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PennySmiff
Brisbane, AU
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Apr 20, 2011 12:22 am EDT

THIEF and criminal Suzanne Jean Stokes Karama Darwin NT. Convicted criminal Armed robber Shawn Grant Stokes Darwin NT. Criminal "jail-bird" Willie Stokes Karama Darwin NT... READ MORE ABOUT THESE CRIMINALS HERE ... http://globaldisabilitynetwork.com/forum/viewtopic.php?f=17&t=79

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T-Mobile USA termination of service, extra billing

Recently cut service with T-Mobile. Recevied a bill for a FULL month of service plus the partial month. For example, billing cycle is 1/28-2/27. Cancelled service 3/6. Bill from 1/28-2/27 paid. Receive a bill for "2/28-3/6" for XX.XX$ with an additional month labeled "3/06-3/06" for a full month. This happened to both me and my boyfriend who have joined a family plan together at Verizon. This is most definitely billing fraud, as the statement is completely incorrect. Watch out if you are terminating services with T-mobile! I called and got this resolved, but if I didn't carefully review the bill, I would have paid and extra 100$.

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Update by Boston8484
Apr 11, 2011 6:34 pm EDT

I am not complaining. I want to prevent others from overpaying on their bill. There are some ridiculous posts on this site, but it is easy to see a post that is written in anger and one that is just providing information to others. Thanks.

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Apr 11, 2011 2:24 pm EDT
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Dear All

This complaint board site is fully fake. They are playing HAVOC with innocent victims by bullying them. This is the biggest racket on the earth.

Anybody can post any complain which mostly happens to be vague and false. What this people do is they have floated lot of reputation management companies. They are in sync with this complaint board site.

Anybody can upload any type of complaint about any person or organization. They also allow to use foul and abusive language on their website. To save their reputation the people who are the victims approach these so called reputation management companies which is floated by this website and make lot of monies.

This website (complaintsboard.com) do not bother to check whether the complaint uploaded in their website is true or false. They only allow people to upload. There is no verification of truth here.

Any body can upload any damning and untrue piece of article which is harmful.

Complaintsboard.com should have first the ethics to verify the facts before they publish on a public platform.

There are many persons who are jealous nature and they are just uploading all sorts of wrong and invented stories.

So all readers be aware of this complaint board site.

May be you will be the next victim.

BEWARE OF THESE CHEATS – COMPLAINTSBOARD.COM

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T-Mobile USA credit card payment

allow me to introduce myself my name is michelle Lynn carter and I have an inspirion dell netbook through t-mobile in which I pay my payment every month on time. Well this month was no different I called and made a payment of 22.65 with an agent i might add. The payment was made with my credit card which is a visa on account number: [protected]. I was lucky enough to get a reference number of: [protected] and an authorization number as well which is: 102669. My mother has a cell phone with t-mobile and her name is Linda C. Gibson and her number is [protected] and her account number is: [protected] I put the payment on my wachovia card which is the following number: [protected] and it expires on 08/12. I was under the impression that these people know what they are doing that work for t-mobile however, when I checked the payment it went on my mothers account and not mine as I was assured it would be Sir or Madam: In order to get this mess straightened out I had to go to the hospital where my mom is lying after a heartattack her second one and is now facing surgery to get her permission to talk to them regarding the mix up; which by the way was the man that took the information on the phone and I assure you it wasn't mine. All they could do is file a missing payment for me to see if the payment is found but what if it isn't sir my life is my computer! And this was their mistake in the first place not mine. I paid the bill on 3/29/2011
I cannot afford to make another payment as I am on a limited income Social Security Disability and I only get paid on the 3rd of the month. I am very distraught because I even called the local T-mobile store and Ken that I spoke to couldn't even give me a straight answer as what to do. Their store is Ameritel and it is located on Sheridan Street here in Hollywood, Fl. There number if you need it for references is as follows: [protected]. Please Please do something to help me please because my life is my computer an outlet to the world and I cannot afford to pay the 22.65 again will you see if you can do what noone else seeemed to be able to do and put the 22.65 on my account which is [protected] from my mothers which is [protected] . and her phone number is [protected] and her social is as follows: [protected]. I am outraged at the fact that I know I have called over 6 times to the 800 number and no one can do anything but file a missing payment. If you cannot do anything I will have no other choice than to contact Robert Datson the new CEO of the company Im sure he can get the job done somehow.

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yolitatx
Houston, US
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Apr 10, 2011 2:33 am EDT
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Yes, you have given away your whole identity to the world to steal from you and your mother s accounts at their hearts content. It s sad that you don t know the basics of security on the internet.

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tom 441
toggl, US
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Apr 10, 2011 1:19 am EDT

YEs why Would you do that and a SS number wow delete this right away

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9:34 pm EDT
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T-Mobile USA customer satisfaction

T-Mobile does not stand by its customers when it comes to the phones that they offer. I am suppose to call the cell phone company directly about a problem when I am T-Mobile's customer. That's like going to the store to return a product and they tell you to go to the manufacturer. Their customer reps are unsympathic and the manager was extremely curt with me. I am so frustrated by the whole deal that I am walking away from them with a contract balance and they can sue me for it. I have been their customer for over 9 years and they have treated with disrespect. Be warned. I am not the only person out their complaining on their poor quality of customer service and products.

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T-Mobile USA phones and customer service

I have been a customer of t mobile since 2004. After all these years of pretty good service I thought it would be ok to get a new phone with them, which meant a new contract. Big mistake! They wanted $30 a month just for the web service, so I tried to get the best touchscreen phone they have that didn't have to have web. ( Gravity T) After I opened the phone I thought it was lacking some features that would have been nice, but I could live without. A month later after talking on it for about 10 min, it started giving me a lot of feed back. I called them, they replaced it. It started doing the same thing, and they replaced it. They charged me $20 for shipping. I had the same problem with the replacement phone. I called them again. They told me that I could get the same phone (a 4th phone) or I could get one that was rated so low they are discontinuing them. Or I could pay them $200 to cancel my contract. After this I will NEVER use them again!

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Update by tess123
Mar 27, 2011 2:12 am EDT

T-Mobile sucks!

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GM2000
US
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Sep 02, 2011 10:04 pm EDT

Hey, after visiting a T-Mobile Store my phone was cloned and international calls were made. Maybe someone in the store is involved in the scam. T-Mobile refused to investigate and, since, has charged me for everything but the kitchen sink. Don't use T-Mobile and if they merge with AT&T, don't use AT&T.

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ifcubs1
villa park, US
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Mar 28, 2011 2:13 pm EDT

I had a payment disappear and I have not gotten a response as to where my payment went or was applied towards! I totally agree that money does disappear!

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ifcubs1
villa park, US
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Mar 28, 2011 1:41 pm EDT

Like 8 mos. and counting! That's how much longer it could take, bunch of bs!

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T-Mobile USA misleading services

I find it very disturbing I have been with t-mobile 9 years and you have lost a customer. Due to slopping service, your customer service department is unorganized and barely speaks english. They also lie about service they say are being provided. I happen to have myself and 5 other people with t-mobile and have been for years. We are leaving t-mobile as of april of 2011 due to your sloppy business ethics. So say goodbye t-mobile to $466.99 a month. Thats one less paycheck for one of your employees.

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twalker074
US
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Mar 28, 2013 11:24 am EDT

I bought a samsung gs2 brand new from someone on craigslist for $280 when i got the phone it worked fine. A couple of weeks later i tried to use my phone and it kept saying no registered on network so i contacted tmobile about my phone and they told me that the person i bought the phone from had placed a block on the esn saying that the phone was lost and did a fraud claim to get a new one. I called to the fraud department and all they told me was they sorry that it happened to me but they cant do anything about it so long story short they just let people file bogus reports and do nothing about it which is wrong.

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T-Mobile USA bad network serive

My name is Yashin Franco and my account number is [protected]. Motorola Corporation account. I've have been with T-Mobile since 2006, never had any complaints in the past, up until we had decided to buy the HTC Smart Phones. Now, i have bad reception since i had got these phones, due to the bad reception, T-Mobile does NOT emit that they need to improve there 3G or 4G services. So basically now, they don't credit me nor give me an apology, due to their bad network and customer service that they have. So what i usually do is grab my simcard from the new smart phones, and put them on the old phones. So i can actually use my service at all. But that sucks because my old phones don't have any internet service, so now I'm stuck paying a huge amount of internet service a month from T-Mobile that does NOT work at all. And what i want from T-Mobile is for them to refund my money under purchase of these smart phones that i had bought back three months ago. (That it was close to $400 plus my 3 months bad service that i got from them) If they want to put me back on my old contract because i don't think they are EVER going to improve there network services or give me an early termination (because i am not going to pay a fee) Also every time i call customer services they are a bunch of lairs and i don't think its fair for the consumers out there. Please admit that they do have a network problem and they need to correct there errors. Any further questions please feel free to give me a call [protected], because this cannot continue any longer, Thank you for your concern.

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hattie kidd
Atlantic City, US
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Apr 26, 2013 1:38 pm EDT

my name is Harriett davila and have been a loyal customer of t mobile over 11yrs i have purchases many things threw there stores, spend a lot of money, i purchased a broadband dell mini PC and the sale person was deceiving to sell me the product, i was inform, if it any trouble that t mobile will take care of the problem customer care, the first 6 month no problem, then all hell broken lose problems after problems some day the problem of PC would not come on, now get close to contract ending may 27 2013, what i was not inform was to get warranty on part of computer and that i would have done but they inform t mobile would handle any problem until the contract is over by they lied to me, some one needed to investigated t mobile and it practice i, m leaving them found someone else the lied and mislead customer .

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Rowen
US
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Dec 07, 2010 10:50 am EST

T-Mobile. Where Do i begin?

1.) They changed my contract without letting me know. Illegal.

2.) They are taking 4 weeks to refund money.

3.) I had been using their phones in my area for two years and last week I got one turned off and and was told I was going to be charged a penalty for using it 90% of the time in roaming areas. Turns out it was an executive decision that was not made public to do this to customers without telling them.

4.) 90% of the time their website does not work.

5.) their executive response person told me my refund was processed. A lie.

...they really pissed me off. DO NOT UUSE THEM!

Valerie
Valerie
US
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Nov 26, 2007 12:00 am EST

I had 2 phone lines with t-mobile, originally started the line in 02 with my mother, she added me and my brother because we were minors. In 2006 we decided to get off the plan and move on our own. Hey at least I can earn credit that way right...

So then:

My brother called t-mobile recently to get off of our family time shared contract. I said why? (he needs to earn credit). Ok,
fine. As long as I can switch back to the original contract that is fine with me I said. T-mobile Took him off my contract and explained to me that my brother was off and they would switch me back to my original plan which was 600 min a month, free mobile to mobile and 9.99 unlimited text and picture messages/internet.

So my plan was 39.99 +9.99 text/im/internet, 50.00 or so a month.

Right..
Good deal..

Ok then the bills come... The guy on the phone said sure... to my old plan. I call t-mobile recently to ask about it... to check into this new upgrade with the free flight. They said... Sorry We can not switch you back to your old contract.

We are sorry We made a mistake. And the funny part was, they bragged about receiving jd powers award for customer service 4 years in a row. This is not the first time I ran into problems with t-mobile. The last time was a defective phone I sent in, and was charged 100$ for it due to 'cracked screen' when the phone was shipped securely and in the same condition I received it in.

This recent problem is larger than the last, sense my new contract that I did not agree to switching to cost me on average 80-130.00 A month.

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Maggie123456789
Sydney, AU
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Apr 19, 2011 3:15 am EDT

I was on the phone to T Mobile for an hour when I got to LA and then again when I was in Aspen. I bought a T Mobile pre-paid phone to use while i was in America since I travel there frequently. They are useless. They wouldn't let me put credit on my phone since i had an Australian credit card...it wasn't a problem when I originally purchased it online. As soon as I wanted to put more money on it I got the run around, they kept transfering me to someone different and each time i had to tell the person my whole story again. The stupid girl kept telling me that they didn't have a store in Aspen that I could go to, but they did have one a few hours away...that really doesn't help me when I can't drive in the US, i'm on the ski slopes and trying to meet up with friends then my credit runs out. They were so dumb. In LA when i first got there I had to go out of my way, pay a fortune in taxi's to go to a T mobile shop so that i could put money on it. Then all of a sudden it stopped working. i had no end of problems with this US sim card. NEVER use T Mobile, they are USELESS.

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mitch360
Compton, US
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Mar 15, 2011 8:39 pm EDT
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get a signal booster, www.cel-fi.com offers one for us T-Mobile users

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T-Mobile USA false statements

To afni collection center you have made a huge mistake by sending me a settlement offer on a t-mobile account that I never even had you need to make sure that this paper is correct because my phone carrier is with some one else for 8 years straight now I dont know where you got my name and address but im going to look more into this and if I find out your scam I will file a law suit with afni collections on this for identity theft. Account number [protected] you can contact me anytime at [protected] to take care of this matter.

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T-Mobile USA stay away from this company

I purchased a T-Mobile G2 from the company website on [protected]. When I recieved the phone, I realized right away there was something wrong with the slide out keyboard. So I called customer service and they informed me I needed to send the phone back in the same box I recieved it in. I had already ported my phone number to T-Mobile from my old phone company so they recommended I go to a T-Mobile retail store and get a new phone and once they received the defective phone back, I would receive the money I paid for the phone back. I got the phone for free online because of a promotion but in the store they wanted 200 dollars so I thought it was only fair I would get my 200 dollars back. So I went to a company store and they said they have never heard of somebody being able to just go to the store and get a new phone and that I would have to call customer service. The problem with T-Mobile customer service is all of the employees are foreign and while they do know the english language, they do not understand what you mean when you talk to them. I called customer service back and they said they just needed to clear something in the system and to go back to the T-Mobile store. So to save myself embarrassement, I went to another T-Mobile store and was told the same thing. To make a long story short, I have spent about three weeks and hours upon hours on the phone with customer service and I have never been able to get a replacement phone. Then my nightmare really began when they informed me they never received the defective handset. I gave them the UPS tracking number and someone from customer service filed a missing handset report for me and he promised me he would make the situation right for me. After waiting and waiting and spending so much time on the phone with them, I finally ended up porting my number back to my old phone company. I filed a complaint with the better business bureau and somebody from the so called office of the president called me back. I finally thought I was going to be able to resolve the matter but the guy I talked to was a cocky sob and pretty much told me to eat crap and die. So when the better business bureau asked me to respond back to their offer, I told them they never made me any kind of offer and I would like the case to be marked as unresolved and that T-Mobile was unwilling to compromise. T-Mobile responded back that the case needs to be closed and that they are unwilling to do anything unless I give them the tracking number that I already gave them. Stay away from this company. They also never gave me back the money I had to put down for my first month of service.

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T-Mobile USA bait and switch promotion

T-mobile ran a valentines day promo on Saturday/Sunday 12/13 February 2011; free phone with an upgrade-eligible account; so my wife and I went and got a new phone. However, we didn't like the new phone, so we went back on Sunday to exchange with a blackberry smart phone (and a more expensive plan). The customer service agent informed us to come back on Monday because the agent that helped us on Saturday would be in the office. So we went back on Monday; the agent wasn't there, another agent informed us that he can't exchange the phone, because he needs a manager authorization, and the manager is not in the store; so he asked us to come back on Tuesday, and offered a $25 credit to our account for inconvenience...sounds civilized so far...
We went back on Tuesday only to find out: we're no longer eligible for the offer, there's no way the manager would honor the promises we were given over the past 3 days, and his only consession is an apololgy, because his agents didn't know the process.
I'm disappointed with T-Mobile, and completey dissatisfied; I've been with them for 10 years...I think it's time to change. They will nickle and dime you to death...check your bill every month, there's a high probability there's a new charge they want to pass on to you...
Shame on you T-Mobile...bait and switch is not acceptable; there are many options to consider when going with a cell provider...you won't be one of them for our family, and everyone that asks me for my opinion.

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jonkre
Austin, US
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Jan 17, 2013 8:09 pm EST
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I bought a Galaxy 3 phone from T-mobile on September 17, 2012 for $199 with a $100 rebate offered (net price $99). Their rebate center sent me only a $50 rebate. I called them and explained that this was an "internet only/3 day only" promo. They have no record of this and insisted that the $50 rebate was correct. I told them that the reason I bought the phone and switched to t-mobile was because of the price. They made no additional effort to check this. None of my receipts shows ANY rebate amount ($50 or $100). I contacted them again and will see what happens. At the very least, they don't seem to know what they are doing. At worst, this doesn't inspire confidence in my future dealings with this company (which will end immediately if I don't get the remaining rebate amount).

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FALSE ADVERTISING T-MOBILE
Charleston, US
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Nov 22, 2012 10:43 am EST

I have experienced the "bait and switch" approach with T-Mobile twice now. Once last Spring and again with the recent Nov 16-17 promo. They also have had a company in Jamaica that adds "extra" services to my account without notice. Beware of this company.

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T-Mobile USA shipping delay

I ordered a nokia 2330 black kit mobile phone on 2/4/2011 and the order is not yet shipped till today (2/11/2011). When I talk with the customer service on phone, they keep saying that they had to close their warehouse due to severe cold and snow. I couldn't find any news of such closure anywhere in us through google. I am still not sure if I will get my phone - it is just a common model and should be readily available.

I think t-mobile always has this issue for online orders. My advice to others is to always buy directly from a store if you are buying t-mobile.

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Update by Sarav123
Feb 15, 2011 1:59 pm EST

I agree that they had severe ice storm in Fort Worth, TX. But everything is back to normal there. They definitely didn't have continous ice storm from Feb 5th to 15th (today). My order is still in submitted status and I don't see any progress on this even though I am calling them atleast twice a day

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kiwixberry
US
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Feb 12, 2011 12:28 am EST

I'm on the same boat as some people here. Ordered the Samsung Comeback on 1/1/2011 and still no package. I'm so mad because I've called about five times asking them where is my package and they all told me the same thing and if it doesn't come by 1/11/11 (which is today..and no package came..) then I should call them back about it. So, I called today and I finally get an honest rep on the phone and she submitted my order dilemma to another warehouse about the problem. Ten days tmobile. I understand snowing and winds are the cause of the delays but having an order confirmation and no status update is just wrong and makes tmobile seem unreliable. Also, all the tmobile people told me ''I have no clue whats going on.'' So frustrating !

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J
jjfromnj
US
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Feb 11, 2011 7:32 pm EST

I ordered Comet prepaid on 1/31. I have not even received a confirmation email from them yet. Just got off the phone with them.
Same excuses like you got. The worst is I cannot even canceled the order. They don't want to ship my phone and I cannot even cancel the order get something else.

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somewhere in Iowa
Manchester, US
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Feb 11, 2011 6:25 pm EST

Yeah, there hasn't been a TV where this person is...? I live in the mid-west and we were snowed in for 2 days the children didn't go to school for almost a week. where have you been under a rock somewhere on Mars? It is winter and it is cold, snowy and very very icy. And it seems to me that you need to defrost your brain and keep up with what is going on before you start complaining.

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T-Mobile USA unauthorized withdrawal amount

TMobile made errors on a closing bill charging me $560.00 . I called and the adjustments were made, the total of the bill was 254.00. I approved the withdrawal of 254.00. I checked my account later and $560 was taken out. I called and was told it would take a few day. A few days passed and still no refund. I called and again was told it had to be approved etc and it would be a few more days.
What the hell. why would it take them seconds to withdraw money and 10 days to return it? There ought to be a law.

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T-Mobile USA poor customer service

January 20, 2011

Dear t-mobile,
I am a loyal customer at t-mobile for a year. I am extremely saddened by the customer service of this store. The time was 6-7pm on january 19, 2011 with the incident occurred.
North ave & clybourn ave (9931)
824 w north ave
Chicago, il 60642
[protected]

The store manager did not help me with my blackberry which is dying. The phone battery is dead. He would not work on my phone because “I told him that he was condescending and disrespectful towards me”. I still have not received any help from t-mobile. I have a right to my opinion. I am stand strong on the store manager’s performance.

I asked the store manager to give me his name, district manager name, and phone number. If the store manager felt he did not do anything wrong - he would of provided any information that I needed to make a complaint. He frustrated me by not giving me his name or any information, and not fixing my phone. He did not follow procedure and lacked professionalism.

I am cancelling my service with t-mobile. I feel the professional level of your company is despicable. I am not going to pay for service that employees are not going to help the customer, refuse to give their names or manger’s information.

Please contact me
[protected]@hotmail.com

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JCB
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Aug 20, 2008 6:32 pm EDT

I have been a customer with T-Mobile since 2003 and was on the month-to-month plan. When I moved, I could not receive service in my home. I had no land line, so decided to switch providers. I switched mid-July and was shocked to see they had charged my credit card for that full month plus extra usage charges. I never received my paperless bill for this charge so called to get a copy. The man I spoke to was very unclear and I couldn't understand him. He didn't have a foreign accent, only was mumbling and seemed very uninterested in my call. He said I would get a copy of the bill. I never did.

Today I received a bill for a termination charge of $200 plus recurring charges of 6.66 and taxes. I called customer service and the woman was polite but explained to me that when I had added minutes to my plan online back in Jan 08, I had signed in for another contract. I told her, so I give you guys more money and you penalize me fore it. And she agreed! I don't remember reading anything explaining I was signing up for another contract, but it was probably in fine print somewhere.

Anyways, when I asked her for a copy of the prior bill mentioned above, since I had not received in in two weeks. She put me on hold for 5 minutes then told me I could not receive any old bills by email or postal mail because I was not longer a customer. So they can send me a bill for $200, but not email my my last bill for free! Horrible customer service. I will never return to the company. I feel I have been ripped off of my hard earned money for no service provided in T-Mobiles return. I can't believe this is legal and am very disheartened.

My only hope is that I don't receive any more bills from them.

M
M
marvy
US
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Dec 01, 2011 7:31 pm EST

I’ve been with T-Mobile for over 3 yrs. In order to entise me into renewing my contract with T-Mobile for another 2 years an overzealous sales rep added two additional lines to my already existing two lines. He sold me two 4G phones in a 2G area. According to a technical T-Mobile rep, T-Mobile only offers a 2G network in the 81401 zip code. So… I sent the phones back the day UPS delivered them to me. That was beginning of October 2011. Since then I’ve been receiving a $180.00 bill for these phones that I NEVER USED, SENT BACK, DID NOT ACTIVATE, ETC. Today is Nov 22 2011. For the (literarily the 15th) call to T-Mobile I was told ONCE again that the problem was taken care of. Was it? Well, good news is that my contract was UP Nov 21st 2011. yes! Yesterday! I’m celebrating.

No More T-Mobile! I AM WILLING to pay MORE for a compitent service. That in itself is “PRICELESS”! Why would T-Mobile even offer a phone that will NOT WORK with the SERVICE THAT THEY PROVIDE? Then try to bill their customer and make the customer feel like a complete IDIOT. By telling me the phones are in the werehouse but have not been chacked in yet so… So what do I care! Bill me because the phones are not checked in yet? Not my fault! They got their phones back. Phone packages sealed, never being open. I sent em back with the UPS guy still at my door! So… take advantage of me, by telling me I haveto pay $35 per phone for hook up fee? For phones I never had, never hooked up, never asked for! Why? shear incompitance of T-Mobile? I AM takeing T-Mobile to court.

NOT FOR MONEY! I dont want a dime. I simply dont want any of YOU out there to get screwed into something that YOU did NOT want or cannot use because some sales rep wants a BONUS for christmas. By the way, I was NOT offered ANY credit for my troubles, long, long, long, long, ”ON HOLD” times and HELL that I had to endure in dealing with EVERY T_Mobile rep. And ya, every T-Mobile rep I spoke with since the beginning of Oct. 2011 till today Nov. 22nd 2011 told me “don’t worry. its taken care of.” Bullcrap! we’ll see. I had enough. I’m going to SPRINT. Ya. Maybe it’ll cost more, may not be as good a service, but, I’ll get billed for what I actually asked for. After dealing with T-Mobile thats “Priceless”! They reming me of AOL. Remember them?

You said “I wanna cancel my service” and they said “huh?… you want more service”? well, its like dealinjg with those idiots. Thank you for reading this and pls, DONT LET EM SCREW YOU! My Final Thought goes out to Any Corporate T-Mobile Employee who really needs to read this: You tried to get me to sign on for two more years by selling me phones that I cannot use in my area. Instead of gaining a customer (who was happy) for the next TWO years you, not only lost one, but instead, EVERYDAY I tell at least 20people of how your company treated me. Not surprisingly alot of people are not surprised. The service you provide in area code 81401 is 2G! Thats “Flinstones” technology. No offense to the Flinstones, their phones worked fine.

Get with the times T-Mobile, train your people, and most importantly DO NOT LIE TO YOUR CUSTOMERS. Remember this phrase “THE CUSTOMER IS ALLWAYS RIGHT”. No wonder the crappiest company in our area (WAL-MART)dropped T-Mobile. I actually have regained some respect for em. Ill buy toilet paper there again with thoughts of T-Mobile.

T
T
T- No more
Wyncote, US
Send a message
Oct 24, 2011 3:38 am EDT

T- Mobile, Has the worst customer service. I am in the middle of a two year contract. I will not resign again. I have been with them for 5 or 6 years. I have a family plan with them. If It was just 1 phone I would cancel now. When I called customer service to get a new phone because of problems I have been having, I waited a minimum of 40 min. to speak to some one. I didnt have time to wait the for them to answer the 4th time I called. I finally got through the 5th time, I got through but to only to be hung up on mid way through the transaction to another department. I finally got throught the entire transaction and new phone on the way. It is my 6th phone in 1 year. I am also tired of speaking to a foreigner!

J
J
justme12345
rrrr, US
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Apr 15, 2011 3:30 am EDT

My contract has expired and they want to charge me about $1000 for 4 new phones, if I renew for 2 years. For someone who is NOT a customer, the cost is $0 for the phones. What company treats its NON customers better than its customers?

I would pay more money to do business with a reputable company, than to do business with the Joke theycall TMobile. If you are thinking of subscribing with them, let me save you a lot of headache, GO SOMEWHERE ELSE!

J
J
justme12345
rrrr, US
Send a message
Apr 15, 2011 3:24 am EDT

I agree, T Mobile has NO customer loyalty and the worst customer service of any company I have dealt with!

J
J
justme12345
rrrr, US
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Apr 15, 2011 3:23 am EDT

I agree, customer service has always been terrible. It has gotten even worse!

A
A
Algonquinjcalhoun
arlington, US
Send a message
Mar 26, 2010 2:08 am EDT

You smell like an Arab. You were told when you switched plans, which they have to tell you, that you extended your plan. Idiot. Did you not listen? Were you eating a kabob and thinking of ways to kill American capatalism? You did not succeed.
Go hide in a hole and wait for the 72 Marcie virgins, you ###ing tool.

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T-Mobile USA continuing harrassment

I am being harrasssed by NCO Financial (Google them - I'm not the first victim). An online "T-Mobile" authorized Representative who seemed to be offering a fairly decent T-Mobile plan to switch my five family plan phones to Androids. I was to have a period of time to cancel after the phone arrived, a little searching revealed no cancellation if a phone was activated. I declined delivery when the phones arrived and signed a document to that effect. Since December the bill for the phones has reached over $1, 000. (the phones were "free"), and I have been billed and phoned by the authorized representative and a couple collection calls (unidentified). Today it was a recording from NCO, Richard Hathcock's office, to call him at [protected].

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T-Mobile USA prize won

i received a sms from BA-Good News stating that my number has won500, 00, 00GBP in T-Mobile End of the year promotions. to claim your prize contact via Email: [protected]@live.com.
all i need to know is that it is true or not

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T-Mobile USA charged for a phone service I never had, and was reported to telecheck

For several months I have received letters from T-Mobile and now their collections agency asking for payment of a cell phone bill. I have responded by writing to them and telling them I have never had a T-Mobile account and that I do not acknowledge this debt. In my letter, (November 11, 2010) I also asked them to send me a copy of the contract they have on copy which contains my personal information. They have not do so. Instead, I have received notification from Telecheck (December 29, 2010) that I wrote and then cancelled a check I sent to T-Mobiles wireless insurance company, Asurian. I contacted Asurian and they say I have no account with them, and have not sent them any checks. I wireless insurance is included with my cell phone company which I have had for over six years. After doing some checking, I discovered that both T-Moble and Asurian had received fraudulant payment from by acount via the internet six years ago. And although the matter was cleared up, they seem to have accessed my account information again and just to get their bill paid by me. There ought to be a law. Now I have to run around collecting information and notarizing documents just so that I can once again write checks.

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T-Mobile USA misleading representative

The T-mobile representative at the InTouch Wireless kiosk was extremely misleading and had me sign multiple contracts, one with T-mobile and one with InTouch Wireless. When I realized this a couple weeks later I tried to contact this representative and he did not answer nor return my calls. I was going to tell him I wanted to cancel because it was still within the grace period to do so. Since I could not contact this representative I called T-mobile and unfortunately I had to pay the $200 termination fee for the second line, which the representative at InTouch Wireless never informed me of adding this second line. Yes I should have read the contract thoroughly to begin with but T-mobile's representative should have answered my calls and not ignored them! I ended up having to pay not only $200 to T-mobile, but another $200 to InTouch Wireless which is ridiculous! T-mobile allows InTouch Wireless to represent them and I'm sure InTouch gets a lot of business for T-mobile, by ripping off the public!

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Mr. Todd
Beverly Hills, US
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Jul 23, 2011 7:15 pm EDT

I just had the same thing happen to me. I paid the $200 cancellation fee to T-Mobile, but no one at InTouch Wireless ever told me I would have to pay $200 to them as well. To be honest, I wouldn't have cared as the line was a business phone for a company I was leave, and the company agreed to pay all final bills for my phone. You can imagine how surprised/upset I was when I received a notice from a COLLECTIONS agency saying I owe $200 PLUS a $10 interest charge. I never even received a first notice from InTouch saying that I owed them $200 in addition to everything with T-Mobile. Now I have to take care of this out of my pocket, and I pray my credit score doesn't take a hit for this going to collections. Moreover, they have closed all of their mall kiosks in New England, and their customer service phone number goes to an answering machine. If they're even in business anymore, DO NOT go through them! Make sure you purchase a plan straight from a corporate owned store!

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Kayvan
Rockville, US
Send a message
Jun 30, 2011 2:45 am EDT

The same story happens to me as well and when I called nobody answered. Now they misuse my credit card without my permission and tried to charge me $200.00. There was a lot of customers complain about them and nobody answer us.
Funny story is that when you call T-MOBILE and talks with customer service, nobody knows them.

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T-Mobile USA return policy

ok to start off I work with the retail business and I know what customer service is about and 2B wireless does not understand what it is. I ve been with t-mobile since 2005 and they have been really great to me so this is what happened.

My brother bought a phone from "2Bwireless" on 12-23-2010 and when he called me to tell me how much he spent I told him to return it becaused his contract ends in three months nd buyin a phone for 275 dollars wit no internet is expensive when he could jus buy a cheap phone nd wait the three months and get himself a bettet phone for 200 dls wit new contract and internet included, so he went back to the store and the salesman and mgr that were working would not give him the money back due to an absurd "no return policy" thats on the reciept when my brother had already paid but was not informed. Now I talked to the sales clerk and said they were a franchise and that tmobile had nothing to say about there policy...i called tmobile customer care number and they helped me out as much as they could, I know that an authorized dealer gives you 14 days to return the phone if you were not satisfied...this company or franchise on the other hand needs to change there return policy as they are giving tmobile a bad rep...tmobile needs to do something about this or people wil be getting scammed...i do appreciate tmobiles customer care reps for goin out of there way and helping me. I will not do business with 2B wireless again and tmobile should close this store down and make an Authorized dealer that will take care of a customer...thats the only one in yuma besides the radio shacks that are tmobile dealers...thank you for reading..

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Bevhart2
Queen Creek, US
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Feb 10, 2011 7:42 pm EST

You are not kidding! I hate 2B Wireless. The sales rep, Nathan, sold me a phone that I returned within the 14 days. He said he would refund my money from a debit card within 3 days. After 2 weeks still no refund I called and talked to Brittany who was rude, would not give me their corporate office phone number, would not look into the problem with refund. I called t-mobile customer care and because it is an authorized dealer they could not do anything. It has been over a month now and I still have no refund. Called Brittany again and she was so rude...acccused me of being rude...would not give me phone number of their corp office...I think they have no intention of returning the money and are rippping people off. DO not use 2B Wireless...TMobile should cancel their dealer status because they are beyond bad customer service. They are not refunding the money. I am going to file a small claims case against them when I get back to my hometown. DO NOT USE THEM!. Not only did they not refund my money but they canceled my existing line and did some sneaky things I did not understand and caused me to lose my great rate plan...TMobile had to fix the problem they created causing my bill to go up alot. DO NOT USE THEM...DO NOT...PLEASE SAVE YOURSELF A HORRIBLE EXPERIENCE.

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T-Mobile USA refurbished phones

After my Motorola cliq was damaged I requested a replacement since I was paying insurance. T mobile told me with a 130$ deductible i could receive a comparable replacement since they weren't making the Motorola cliqs anymore which was a my touch slide. After rec the phone it started acting up cutting off (had to remove the battery) to cut back on, could not make calls without doing master resets and if i would respond to a text message it would go to someone else...So tmobile sends me another phone . As I was talking to the very first person i called the phone called someone else in the middle of the convo! I found out that the replacement phones were all refurbished! I called customer care to ask them why were they sending me refurbished phones ? Rep could not say why she just kept saying that they send new or "like new" phones that are under warranty! WHAT?! never did tmobile EVER inform me at any time that insurance for replaced damaged or faulty phones would be "Like New" . I will be writing the BBB along with Clark Howard and changing phone companies! Thanks to a friend of mines for refering me to this site where you can leave complaints!

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About T-Mobile USA

Screenshot T-Mobile USA
T-Mobile is a leading wireless network provider in the United States, offering a wide range of mobile services to millions of customers across the country. The company was founded in 1994 and has since grown to become one of the most popular and reliable wireless carriers in the industry.

T-Mobile's network is built on advanced technology that provides fast and reliable connectivity to its customers. The company offers a variety of plans and services to meet the needs of different customers, including unlimited data plans, family plans, and prepaid plans. T-Mobile's network is also compatible with a wide range of devices, including smartphones, tablets, and wearables.

In addition to its network services, T-Mobile also offers a range of other products and services, including mobile devices, accessories, and home internet services. The company's mobile devices include the latest smartphones from top manufacturers like Apple, Samsung, and LG. T-Mobile also offers a range of accessories, including cases, chargers, and headphones.

T-Mobile's home internet services provide fast and reliable internet connectivity to customers in select areas. The company's home internet plans offer unlimited data and no annual contracts, making them a popular choice for customers who want to stay connected at home.

Overall, T-Mobile is a trusted and reliable wireless carrier that offers a wide range of services and products to meet the needs of its customers. With its advanced network technology, extensive device compatibility, and commitment to customer satisfaction, T-Mobile is a top choice for anyone looking for a reliable wireless carrier.
How to file a complaint about T-Mobile USA?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the required personal information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with T-Mobile USA. Make it specific and clear, such as "Incorrect Billing Charges by T-Mobile" or "Poor Customer Service at T-Mobile Store".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with T-Mobile USA. Include key areas such as:

  • Service Issues: Mention any problems with mobile service, such as poor signal, dropped calls, or data issues.
  • Billing Disputes: Describe any discrepancies in your bill or unauthorized charges.
  • Customer Service: Share your interactions with customer service representatives, including any unhelpful or rude behavior.
  • Product Concerns: Discuss any issues with devices or accessories purchased from T-Mobile.
  • Contract and Policy Disputes: Explain any disagreements over contract terms, cancellation fees, or policy misunderstandings.

Include relevant transaction information, the nature of the issue, steps taken to resolve it, and the company's response. Explain how the issue has personally affected you, such as financial loss or inconvenience.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as bills, correspondence, or screenshots. Do not include sensitive personal information like social security numbers or full credit card details.

6. Filling optional fields: Use the 'Claimed Loss' field to quantify any financial losses you have incurred. In the 'Desired Outcome' field, clearly state the resolution you are seeking from T-Mobile USA, whether it be a refund, exchange, or other specific action.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is reasonable and clearly stated.

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Overview of T-Mobile USA complaint handling

T-Mobile USA reviews first appeared on Complaints Board on Aug 16, 2006. The latest review Lost my phone was posted on Dec 10, 2024. The latest complaint T Mobile on 18 South in East Brunswick employee and general lack of service. was resolved on Oct 25, 2022. T-Mobile USA has an average consumer rating of 2 stars from 702 reviews. T-Mobile USA has resolved 179 complaints.
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  1. T-Mobile USA Contacts

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    611
    611
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    +1 (866) 965-0526
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    12920 SE 38th St., Bellevue, New York, 98006-1350, United States
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  6. Olivia
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    Dec 11, 2024
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