T-Mobile USA

I canceled my service with T-mobile the day after my contract expired due to their high price and bad customer service. The next month I received a bill for another full months service, when I called to tell them it was an error they told my I canceled 4 days into their billing cycle and I was responsible for the $136.00 payment. My sons contract expired a month later and they did the same thing to him so we owed $280.00 between the two. No matter who I talked to they would not reverse the fraudulent charges and were going to send me to collections if I didn't pay. I set up a payment plan of $50.00 a month and made my payments. I received harassing calls several times a day everyday. I told them I was sticking to my payment plan and that they needed to stop the calls. I was told as long as there was a balance I would get the calls everyday unless I made a payment every two weeks of at least $10.00. I set up a payment plan of $10.00 every two weeks like they said, now mind you they were originally getting $50.00 a month from me but that didn't work for them they wanted at least the $10.00 every two weeks ($20.00 a month) Not very intelligent on their part. I made my payments as scheduled with a final payment of $32.00 to be paid at the end. They turned me into collections for the $32.00 even though I had paid it. When I was able to prove to collections that I paid it I was told there was an additional $8.00 that I had to pay to keep it off my credit report. No one could explain where the $8.00 came from. I paid it to end this ordeal but I want everyone to know what a scam T-mobile is pulling. They had no right to charge me those charges in the first place, then harass then turn me to collections when I had lived up to my end of the arrangement. Be very leery of this company.

inappropriate charges. Also I made a payment online to T-Mobile of $140.00 somehow a gliche in the sytem showed the amount for $14, 012.00. I caught the error immediately and contacted T-mobile explained the situation. It didn't matter because they put the check through away, which is fraud. I would never pay that amount for a cell phone bill. It caused a big mess with my account. Prior to calling T-Moible I'd contacted my bank and was told to inform T-Mobile not to put the $14, 012.00check through. It didn't matter to them. I have had the worse experience with t-mobile and now I have no service plus stuck with three lines that I did not order.. Something really needs to be done with their service and not to mention you have to wait almost 40 mintues before you can speak with someone in customer service or billing.
Thank you for your attention in this matter.
Sanrea Thompson

In February I decided to use T-Mobile again because I remembered them as a good service both customer and coverage-wise. I have used T-Mobile in two states and I now live in AZ. The customer service at the store in Sierra Vista is about as aggressive as I can imagine any salespeople being. Anyways, my main complaint is that the salesman I was getting my contract with said he would put a $100 credit on my first bill since he had earlier told me I could get a free phone and was wrong about that (sure). He even called over the manager to get it "approved" and continued to pretend to type something in the computer showing that he was putting it in. Oddly enough I heard this same deal go on with two other people who were getting contracts in the store. Its been four billing cycles now and I have not seen a $100 credit on my bill. I've been back to the store twice and can't find the same salesman, but the other employees I have talked to keep telling me it will be on my next bill. I really don't think it will happen, I am sure I was scammed by an aggressive sales team that would say anything to make an extra buck. I have found a few other forums online where this same thing has happened to people at other locations, leading me to have lost my trust in T-Mobile. It's sad that any company would stoop this low to make money.
In addition to the $100 I never received, the same salesperson told me he could set up a military discount for me over the phone. He walked off and talked on the phone for about 10 minutes and came back to say it had been set up for me. I thought this was very nice since I didn't even ask for the military discount, yet I haven't seen any percentage off my bill. I called two months later to ask about this and I was told that I have to call myself to set it up. So I called customer service and answered some questions and they said it would show up on my next billing cycle. Still haven't seen a military discount on my bill. Thanks for your support of the military community T-Mobile!
Two last things to mention. My voice mail hasn't worked since I got my service and no one at T-Mobile seems to know how to get it working. I tried customer service over the phone, the store in Sierra Vista, and another store in Tucson. Can't get a voice mail service to work, just wonderful. I gave up on that issue. And Lastly I just want to say that the new T-Mobile MyTouch is a very slow phone that freezes up a lot and the battery life is terrible. I mentioned this to a salesman in the Tucson store just as a comment and he comes back with, "oh it actually gets better the more you charge it". Really, I already bought the phone, no need to lie anymore. I wish I never got the phone or returned to T-Mobile. Its not the same company it was years ago. If At&t buys it it will be in the right hands because they are about the same now.

My Blackberry broke. Customer relations sent me a new Blackberry to replace the broken Blackberry. I sent the broken Blackberry back or else I’d get charged. I sent the phone back with the T-Mobile-provided pre-paid UPS label and box. I dropped the box off at the UPS self service drop box located at 3200 Lone Tree Way, Antioch, CA 94509. Later I received phone calls from T-Mobile stating that the broken phone had not been received. I call T-Mobile to take care of the problem. The nice young lady with T-Mobile decides to call UPS and open a three-way teleconference. The T-Mobile representative gives the UPS representative the UPS tracking number off the T-Mobile pre-paid label and the UPS representative states that the box had not been picked up yet and that there was no way UPS could open an investigation on the missing package because of the type of pre-paid label that T-Mobile printed and sent to me to send the broken phone back.

So now I’m being charged a restocking fee with tax in excess of $394 based on a shipment that UPS cannot open an investigation on BECAUSE of the specific nature of the shipping label that T-Mobile printed and gave to me to send the broken phone back.

THIS IS THE WAY T-MOBILE TREATS IT'S CUSTOMERS WHEN UPS LOSES THE PHONE IN ITS SYSTEM. WATCH OUT! BEWARE! DO NOT DO BUSINESS WITH A COMPANY THAT BLAMES YOU.

dear sir, I got a message from T-mobile lottery company. that we won the lottery prize $8, 50, 000, is given in that message from [protected] we're recieving message's from T-Mobile. the person "frank glenn" interacted with us from that T-Mobile company from the following numbers [protected], [protected]). that he gave the information about this in the form of message"that we won the prize that should arrived to New delhi and the customs are demaning for Income Tax charges of rs.17, 600. and he said this amount of 17, 600 rs. should be deposite in the name of account"TAKHELAMBAM SHASHIKANTHA"a/c number - [protected] (S. B. I) they send the information about R B I for the transfer of money to contact this E-Mail ID -"[protected]@rvsolutionline.in". & also a contact number"Joe moore"-"+[protected]", and a message from +[protected]" Dear winner you won fund has beeen deposited in R. B. I... contact R. B. I (Website - "[protected]@ACCOUNTANT.com" from 'Joe Moore'... Is this true or fake... please give the proper information about this T-Mobile lottery scam...
plz gave reply and details about this T-mobile lottery... thanking you sir,
J. Chenna Krishna ([protected]) ([protected])

DEAR SIR,
I got a message from T-mobile lottery company. that we won the lottery prize $8, 50, 000, is given in that message from [protected] we're recieving message's from T-Mobile. the person "frank glenn" interacted with us from that T-Mobile company from the following numbers [protected], [protected]). that he gave the information about this in the form of message"that we won the prize that should arrived to New delhi and the customs are demaning for Income Tax charges of rs.17, 600. and he said this amount of 17, 600 rs. should be deposite in the name of account"TAKHELAMBAM SHASHIKANTHA"a/c number - [protected] (S. B. I) they send the information about R B I for the transfer of money to contact this E-Mail ID -"[protected]@rvsolutionline.in". & also a contact number"Joe moore"-"+[protected]", and a message from +[protected]" Dear winner you won fund has beeen deposited in R. B. I... contact R. B. I (Website - "[protected]@ACCOUNTANT.com" from 'Joe Moore'... is this true or fake... please give the proper information about this T-Mobile lottery scam...
Thanking you,
J. Chenna Krishna ([protected])

HI,
I have been using T mobile for the last one year, though while purchasing it from the store I was promised that this mobile hand set can be unlocked after 60 days of purchase by just calling the tech support of t mobile, now I am leaving USA back to India on 28th May and I am not able to do so for the last one month I have called customer care representative several times its just killing my time. They are not able to resolve this problem, Now since my subscription is expired today, they say that unless you pay 10 dollars we won;t be able to take your request.
Though I got the unlock code tow time but this code is not working with the procedure as mentioned below.
I am completely fed up with t mobile at my last part of the stay.
One of the representative had asked me to contact Samsung and I did but they also were not helping me to unlock this hand set I had spent 200 Dollars to purchase it, now it seems it will go waste if I won't be able to unlock it and use it in my country. So it seems either the store had fooled me while I purchased this phone or I was fool to get the t-mobile subscription.Now I realized why many people have asked me to go for another carrier instead of T-mobile.

I don't know what to do I am tired of calling customer representatives and now I do't have much time.
Please help.
my mobile hand set is SGH T-659 ([protected])
-mahesh

Someone with a T-Mobile account fraudulently and automatically withdraw payments from my banking account. My bank has stop payment, provided my with a new account and asks me to contact T-Mobile during the mean time.

When I contacted T-mobile and warn them about the fraud charges, they did not care and told me my bank has to take of it. I try to give them the fraudulent account number but they didn't even want it. Don't they think they should investigate and stop the service ASAP because neither my bank nor myself will pay for it? Thousands of cases like this with will add up additional costs to T-Mobile customers. Don’t care and don’t check accounts – scary, anyone could be the next victim, just not a good way to do business.

Recently the trackball on my Blackberry locked up. I called T-mobile to see what my options were. They had me check the water damage sticker on the inside and said as long as there was no water damage, the phone was under warranty and would be replaced for free. The sticker was still all white, so all was good and they mailed me a refurbished phone and a sticker for sending them my phone. A few weeks later, there was $234 fee on my account. At first the customer service said they did not have the info on what it was for, but after a bit of calling, I found it was an "Out of Warranty Fee". They said the phone I sent them had internal screen damage so the fee was charged. I have called and called and there seems to be nothing I can do. I keep old phones around just in case. I would never have agreed to pay $234 for a phone, especially not a used phone. This is even $100 more than if I had gone through the insurance I pay every month for. I feel screwed and I feel angry. I also feel helpless.

I recently ordered a phone from t-mobiles hotline.I was told I had 30 days to decide if I liked it and if not I would not be locked into a contract. It is a flex pay account which means I pay for teh month ahead. When i ordered my phone i was charged 95.42. After recieving it i used it for 1 hour and it was suspended for non-payment. When i called thier customer service I was told that only 78.00 was charged so i wnet to teh computer looked at my bank statement and said no I was charged 95.42 i will print this out and take it to a store. I was told that would not work. It wil take 2 weeks to investigate so I should just pay teh diffrence. I became upset I understand that it is less than 20.00 but it was teh principle i was being called a liar so i asked for a supervisor, I was placed on hold for 27 minutes then hung up on. SO i called back agian i was called a liar, then i was told to chill out and drink some water when i became upset. Then the customer service rep asked me for my debit card pin number, When i told her i would not give her this she laughed at me again and told me they copuldnt help me then. Finally after being humilated and drug through the dirt they found the mistake that they made. NO APOLOGY was told and iam quoting "you no be mad no more its fixed" as she was still laughing! SO i hung up the next day i was horrified at my experiance i called back to try to get an apology again treated like dirt. no apology. As i was told i had 30 days to not be locked into a contract i asked how to return teh phone. I was told to mail it back and they would pro rate it and count the time it was being shipped. SO i would get 3.45 of my 95.42 back. Also when i asked if this ended teh contract they would just place me on hold transfer me and hang up on me. I posted on thier facebook page and i remained calm simply explaining teh situation and asking how to return teh phone and get my full or atleast most of my money back. They responded to all teh posts all around mine offering apologizes to everyone eles. SO teh next day i posted again this time asking why everyone eles could get an apology but not me. Again tehy responded to everyone before and after me but not me. At this point iam now stuck and horrified at how I was treated, Please pardon my spelling iam quite upset.

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.

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.

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$.

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.

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.

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!

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.

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.

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.