T-Mobile USA

First off, I tried to change my cell phone plan to a lower rate , because my son switched from our T-Mobile family plan to another cell phone provider. So June 12, 2025, I initiated a request, through my online account, to change to a lower rate plan before the next billing cycle, . I foolishly trusted the request would be processed and forgot to make a screenshot or copy of this request. June 18th, I logged in to check the status of my request. Helloooo! My new cell plan request was mysteriously gone, and an upcoming charge for the existing (full rate) plan was pending. Oh! I was furious and made plans to switch back to Cricket!

Fast forward and I successfully switched to Cricket before the next T-Mobile billing cycle. However, T-Mobile sent me a letter charging me another $70, even though I had switched providers. So, I paid the $70 and spoke with a customer service representative who confirmed my payment was processed. An email was sent to me confirming my payment. Lo and behold! I get another letter / notice showing I owe more money - $10? Why wasn’t this in the first letter?

I will not recommend T-Mobile to anyone because of their lack of transparency in showing dates, billing cycles, plan changes, status, or confirmations for account changes or billing transactions within the customers account.

I received a letter from a book collector saying I owe T-Mobile money. I don’t have dates because everytime I contact T-Mobile the rep says everything is taken care of. This is the third time and I am very tired of T-Mobile. I need to check if I owe money and pay off your hounds. But according to the last 2 reps (over 2 years) everything is paid.

I just want to finish everything and NEVER hear “T-Mobile” again. The other service is about the same and I might have changed back one day, but now I feel T-Mobile is a virus that doesn’t go away.

Your international call back service doesn’t work here. I push one and if says, I didn’t get that.

I went to set up a new phone number on Sepetmber 20th and booked an Iphone 15 model. At that time, the disounted price was $315, but the package I received was an iphone 16E model. Therefore, on September 25th, I Inquired again about this situation where the goods were not compatible. The staff agreed to replace the original model for me without mentioning the price. just received an email saying that the price of the new phone is $850, so this uncertainty problem repeatedly occurred, as well as the issue of overlapping charges, Therefore, my integrity has been lost, it is really puzzling that I have to go several times for one phone call. please do not waste everyone's time, and I hope to deal with it as soon as possible, Thank You! Strengthen management of this chaotic situation.

Constantly sending emails and texts that my phone will be turned off for an amount that I do not owe.. Telling me to pay now and in a month or so I will get a refund/ this never explained at time of return or purchase. Customer service saying its their policy to keep the funds I do not owe and give me a credit in a month or so... Why was I billed when the modem was returned the next day.?

I switched from AT&T to T-mobile with the promise they would keep my bill about the same monthly cost, $120.00 at AT&T, and that they would pay my other phone off when trading in. Neither happened. They came to the price of $136.00 a month and the promise still to reimburse me for my phone. Since then my bill was $104.00 in June, $213.00 in July, $420.00 in August, and currently $220 in September. I have been in twice to resolve this with the promise they found the problem and would resolve it. I went in today to find out there is nothing I can do and $220.00 is my monthly bill, almost twice as much as I paid with AT&T. I still have not received the money to pay off my phone with AT&T as promised.
I have been run around with false promises and outright lies to date.

Subject: Urgent: Immediate Access to Account Records & Security Investigation – Account #[protected]
Inbox

Jenna Salerno
Aug 26, 2025, 10:39 AM
to me, bcc: fcccomplaints, bcc: consumer, bcc: board.secretary

Dear T-Mobile Executive Relations / Fraud Department,

I am writing regarding my T-Mobile Home Internet account (#[protected]). Since August 3, 2025, I have repeatedly attempted to obtain full account records, including all billing statements, support tickets, and correspondence related to service activation issues, unauthorized account changes, and confirmed security breaches. Despite my repeated requests via chat portals and phone calls, I have not been provided access to these records, nor have I been given a proper supervisor or escalated to Executive Relations as promised.

The confirmed security issues on my account occurred around the week of August 12, 2025, yet I have received no investigation results or correspondence. This delay constitutes a failure to safeguard my personal information and is a serious violation of my privacy rights under federal law, including the Federal Trade Commission Act (15 U.S.C. § 45) regarding unfair or deceptive acts or practices, and the Gramm-Leach-Bliley Act (15 U.S.C. §§ 6801–6809) regarding the protection of personal financial information.

In addition, under New Jersey Consumer Fraud Act (N.J.S.A. 56:8-1 et seq.), I have a right to timely, accurate, and complete records concerning my account. Withholding my account documents, denying paper billing, and failing to provide proper escalation or investigation information constitutes a violation of state consumer protection laws.

I am formally requesting:

Immediate access to complete documentation of all communications, actions, and network activity related to my account, including IP addresses, device serial numbers, MAC addresses, and any surveillance or monitoring of account activity.

The full transcript of my calls and interactions with all T-Mobile agents, including the agent who handled my call(s) regarding these security concerns, and that this agent’s conduct be investigated.

Written results of the investigation into unauthorized access or fraud, including actions taken to protect my identity and account.

Confirmation that my service remains fully active and operational while this matter is resolved.

Immediate correction of billing issues, including the $75 charge incorrectly applied to my account, and restoration of my requested paper billing.

Compensation for the confirmed security issues, the improper handling of my account, and the ongoing risk to my personal information.

I expect a prompt written response confirming receipt of this request and providing a firm timeline for delivery of all records, investigation results, and resolution of all service and billing issues. Failure to provide this information may result in filing formal complaints with the FCC, the Federal Trade Commission, and the New Jersey Board of Public Utilities, as well as pursuing all available legal remedies.

Sincerely,
Jennifer Monticello

Dear T-Mobile Customer Support,

I am writing to express my extreme disappointment with the level of customer service I received today, particularly from your call center located in the Philippines.

After being transferred multiple times without any resolution, I spoke with a supervisor named Jules, who was not only impatient but also seemed visibly frustrated with having to handle my concerns. As a loyal customer who has been with Sprint and now T-Mobile for years, this experience was both upsetting and unacceptable.

All I needed was to pay a past due balance of $20 over the phone because your website and app were malfunctioning all day, preventing me from logging in. Despite providing my unique account PIN and all necessary verification details, I was told I could not be helped because my line—due to your technical issues—was not working, and I had to call from a non-T-Mobile number. Additionally, your team claimed that other lines on the account (used by my children) were the primary account holders, which is entirely inaccurate.

I find it absurd that after paying nearly $600 a month for T-Mobile services, I was met with this level of inefficiency, disregard, and disrespect. This situation must be corrected immediately.

I expect a direct response, a resolution to this issue, and a formal apology for the unacceptable treatment I received.

Sincerely,

My wife, a housewife and not a business person, bought a new iPhone from T-Mobile Palmer Ranch Sarasota Florida last December. The sales person offered not one but two wrong system (Android vs. Apple) tablets "for free". My wife repeatedly asked what the catch was, confirming they were completely "free" of charge. Today 4/15/25 we questioned a bill approaching $300/month, found an international roaming charge from a one-week cruise, monthly charges for two Android tablets, and three lines we knew were correct. Speaking to a 611 Supervisor Anthony, he explained even if the bagged and unopened tablets were returned to T-Mobile, they would be charged for a full 24 months. We are writing to the Federal Trade Commission about such blatant deception and unfair trade practices. Please request T-Mobile waive the remaining (18) months on lines for two unopened tablets returned today.

They stole $21.29 out of my T Mobile bank account. The last statement was 8/24 no mention whatsoever where it went. I called so-called customer service number, put in the information 3 times-recording kept taking me back to the beginning.

I want my money back. My Debit Card number was [protected]
If I don't get this resolved I will to the President of T Mobile Mike Seivert, Elizabeth Warren, etc. You stole my money-PAY ME Back.

i trade flip z4 my phone and they said will get the Samsung s23 for free (1,000) and they lie they been charging me every month for my phone and the true i trust and never look by bill because is paperless and i have automatic payment, i find out because they offer me a new update and said you almost done paying for your cell, i said not because this is a trade in they said there is not record that was a trade in, i been on the phone with many agent and manager and nobody can find the reference # that they give on the calls i made. i want the credit back of the phone was supposed to be free.
i'm a customer since 2006 and i can't believe they do this to me.
Esmeralda de la cruz [protected]

I transferred service from AT&T in October 2024. The Business Rep assigned to me made numerous errors in processing my Plans, Trade-In Phones, and lied to me promising 10 Business lines for 172.22 including Taxes and Fees. He also promised the On-US free phone lines if we Ported our numbers from AT&T, which we did.

I contacted tHe T-Mobile Corporate Customer Service support line at least 20 times. I am being charged about $750 for my Plan plus unexplained fees and Installment Charges for the new phones that were traded in and supposed to be free.

My Business Representative promised every week that he would credit the overcharges until he gets the Plan and Phone charges corrected to the Perfect 10 Plan with Phones On-Us. My phone service was suspended for non-payment two weeks ago. Myself and employees had no service which prevented incoming and outgoing calls. I had to pay $450 to restore the service.

Three supervisors stated I would receive resolution the following day after my calls, but never called me back. Plus my Business Rep Blocked my number and I have not been able to contact him over the past two weeks. His name is Nathan Tasselli. The local Corporate store is trying to help me get this corrected but is unable to get cooperation from Corporate Offices.

My At&T plan covered 7 phonelines with new IPhone 16 Pros for $280. T-Mobile is charging me around $750 per month and I am getting no where with them to correct their promises and mistakes.

I have at least 20 text messages from Nathan Tasselli promising what I stated above and resolution that never comes.

Please help, Steve Simon [protected]