T-Mobile USA

My internet sucks and nobody at t-mobile seems to know how to fix it they just switch from one tower Columbus.US to Charleston.US and both of those are the closest towers but we have hills causing those towers to not work for us. So I have asked multiple times to change our tower to the Williamsburg Tower and nobody can do it. I ask for the tech at the next tier up to get this done and I'm told we will have to get back to you over the next few days. After I told them they will not be able to call me because our internet speed causes my phone to not receive calls. The Irony of this company is astounding! I'm giving up and looking for another provider.

Subject: Urgent: Network Outage Issue - Request for Compensation 

Dear Customer Service Manager, 

I hope this message finds you well. I am writing to express my very deep dissatisfaction with the service provided by T-Mobile over the past five days. Despite my account being fully paid and up to date, I have been experiencing a complete network outage, which has severely impacted my personal and professional life. The issue began five days ago and counting and despite numerous attempts to contact your customer service team, it remains unresolved. All i have received are false promises that my issue would be fixed. This is not the level of service I expect from a reputed company like T-Mobile, especially considering the significant inconvenience this has caused me. My number has now been completely cancelled and i can't even get into my t mobile online ac this situation is disgraceful.

The network outage has disrupted my daily activities in several ways: 

Work-related Impact: As a professional who relies heavily on mobile communication for work, the network outage has hindered my ability to attend important virtual meetings, respond to work emails promptly, and stay updated with work-related developments. This has not only affected my productivity but also my professional reputation. 

Personal Communication: The network outage has cut off my primary means of staying connected with my family and friends. In these challenging times, staying in touch with our loved ones is more important than ever, and the lack of network connectivity has made this impossible. 

Online Services: I depend on my mobile network for various online services such as banking, shopping, and entertainment. The network outage has disrupted access to these services, causing considerable inconvenience. 

Emergency Situations: The network outage has left me without a reliable means of communication in case of emergencies. This has caused me significant stress and concern for my safety as i suffer with mental health issues and have extreme anxiety.

 I understand that technical issues can occur, but the prolonged duration of this outage and the lack of effective customer support are unacceptable. I believe I am entitled to a reliable service, especially when I have fulfilled my end of the contract by paying my bills on time and being a loyal t mobile customer for the past 5 years In light of the above, I kindly request that T-Mobile provide appropriate compensation  monetary for business lost and still counting  or free phone replacement (one of my choice)  for the inconvenience and disruption caused by this prolonged network outage and my mobile number being cancelled without any way or help of getting this sorted. This is a most definitely a fair and reasonable request given the circumstances which i expect to be fulfilled look forward to your prompt response and a swift resolution to this issue. Please consider this matter as urgent. Thank you for your attention to this matter.

 Best Regards, 

Colin Donnelly

PS legal action will be taken, and dissatisfaction posted to social media also cannot give you my mobile number as texts and calls cannot be received or sent

I started the activation process on or about 2/29/24. had an online chat to see why I hadn't yet received any service was told to wait it out another day maybe more. On or about 3/1/24 called talked with customer care. was told it hadn't ported the number from T-Mobile due to my that account being inactive. Went to T-Mobile store that day. Was told my account was still active. still there was nothing more they could do to help with porting a number. Called Straight talk again, the representative Called T-Mobile stayed on the line and The T-Mobile representative told me there was nothing he could do and that the T-Mobile store would be the one and only place I could possibly get the porting pin number with my old phone number. only to go to the store and be told there was nothing they could possibly do without access to my old phone number to two step verify my account. This same process took place again on or about 3/14/24

I do not have a working phone, having to ask the neighbor to borrow a phone and try to resolve this issue is something that I should not have to do in order to keep my phone number I've had for almost 30 years. Not only was I told that it was absolutely possible, that there would be a note attached to my case stating that "the account would stay active no matter what until this was resolved". So when I'm stuck in a loop between having to borrow a phone to make a lengthy call and told to go back to the store again. And then again being told by the representative at the store that "There is nothing they can do". I'm still without any phone service after almost 3 weeks now.

Any help with getting the debacle settled would be greatly appreciated

When added a new phone was told x2 that total final bill would be $58.00 but it is $69.00... I would have returned phone before 60 days had I known price I was told would be more expensive. (monthly bill) Bought phone in November 2023. Was told by Angelo that starting on 12/27/23 my bill would be Essentials 55+ for $55.00 x 2 lines... and $13.00 a month for new phone which is $68.00 and then minus $10.00 for autopay which equals $58.00... This is in your footnotes. Thank you

I purchased a account 12-06-2023 traded in one phone and received two new phones free. After completion of purchase, I was told my plan would be $50.95 with autopay. the first bill came out In January of $71.77 after calling t=mobile they changed the back to 50.95. The next month the same price of 71.77. I called again, went to the store of purchase and called 611, it was stated then that I was also paying for ip14t21 Avo clear of $39.99 and additional fees for the phone which i was not told at first. I did not receive any additional information ie E-mail etc. I have written statement concerning this to main office over a week ago with no response. I would like to get what i was told at the beginning of this situation of $50.95 I know i would probably have to pay additional taxes.

Hello, my name is Tolofi Akoteu I am a customer with you guys, I have recently, had my phone stolen a few hours ago at work at the airport (LAX) I have done everything I could at work and asked for help to track my phone but still nothing, no updates please! if you can help me locate or advise what to do next? I am very upset, and I know I have insurance with you guys. My phone number that's on the phone that was stolen is [protected] please for further info please email me at [protected]@gmail.com thank you so much! I'd really appreciate it! right now I am using my laptop to contact.

In December of 2023 I went to a local T-mobile store in Hammonton, NJ with my mother who went in to buy a Wifi box. She had been a T-mobile customer for years now. The salespeople were nice and advised that the box would be $30, and she also qualified for another line and a free phone. She was quoted a price of $100 for the 4 lines and $30 for the Wifi box. Unfortunately, this ended up not being the case and each month the bill was incorrect. I realized later that she did not receive a receipt for this transaction. Everything went downhill from there and the salesperson took full responsibility for mistake while her manager berated her in front of us for using codes that were not relevant. The manager also threatened to call the police on my 80-year-old mom when my mom became upset. There was also another older woman in the store who said that they did the same thing to her. We were told to go to the corporate office in Mayslanding, NJ to have this handled. The Mayslanding store staff apologized and reported that the store in Hammonton is privately owned and does this often and could not help. My mom is not in agreement to pay for a phone which she was told was free. She has paid her bill except for this $7 a month for the phone. We are not in agreement of paying $7 a month for 2 years for an unwanted and not needed phone.

In October 2023 I signed up for service. At the time, I was given a cell phone. I specifically asked if I had to pay for the phone and the employee said the phone was free. Today I wanted to go to another company. I was told that I owed $791.64 for the cell phone, which I had been told the phone was free. I decided to cancel my request with the other company and continue with T-mobile until I could report the mis information that was told to me. When doing so, I was told there was a network lock based on the fact I would have to pay for the phone when I was told the phone was free. I am a real estate agent, and my phone number is on my business cards. My clients have no way to contact me. Without my phone connected I am losing money. I need the phone service turned back on immediately with the same telephone number, [protected])

From when we signed up until now its all been lies horrible service and worse customer service.

We were told we would have service where we live its very intermittent our texts rarely get to anywhere or come in the next day.

I broke my phone did an insurance claim 100.00 went ok

Car got broke into went to do insurance on phone and Ipad they want 350.00. Who can afford that

The police asked me to have them ping my phone and was told no they cannot do that.

Absolutely no help, cannot run an automatic payment but shut the service down and text the 1 person who is not authorized on the account.

I cannot sign in online because I have no phone to get a code.

They are the worst

After hours of explaining and guarantees from t-mobile representatives that everything was rightly corrected on their end, weeks later I received a bill threatening to report a delinquency to the credit bureaus. The thing is though, I never had an active account with them so how could I have a deliquent bill to the tune of 286.48?

Nothing works as it should with t-mobile. I am so happy that I did not go through with my purchase with them. So sorry if you are using their service, but if I were you, I would cut my losses and run from t-mobile.

Our T-mobile account# is [protected]. My name is Wenqi Yang phone#is [protected]. Yesterday, you terminated our phone service abruptly without any prior notice, causing significant inconvenience. Because our credit card is expired and we don't know so we missed Jan bill payment. We had to pay $184.65 (over charge $79.65) to reinstate the service. Why didn't you remind us beforehand? You shouldn't charge one time fee with install and other fee total $79.65. Additionally, I noticed that starting from July 2023, you covertly increased our bill from $105 to $120. This is very unreliable behavior. I intend to appeal. Please refund the extra $15 per month that we've been overcharged. Also, reimburse us for the installation fee. yesterday we paid. We've been with your company for four years, and instead of receiving any benefits, we are being charged more. In the past, with Verizon, we used to receive rewards every year. I am waiting for hearing back from you.

I am submitting my complaint on the customer service I have received with this company. My services had been disconnected as of 11/2023, I made payment in full on Jan. 9, 2024, had my services disconnected and switched to a T-Mobile prepaid account. On Jan 19 a bill had been generated for a tablet line that I did not have as well as charges for equipment that was supposed to have been paid in full. I need this matter resolved, someone within your company locations has stolen my information, received a tablet in my name and now I am being charged for equipment that I have already paid for. As well as telling me that I was signed to a 2-year contract when I was told in the store the contract was for one year upon signing as well as when I changed my services over, I was told that I no longer had any contracts with T-Mobile. I would like an investigation into my account information as well as my original contract from 2022.

On 6-27-2-23 I went to T-mobile to upgrade my phone. The sales person that helped me seemed happy to help me and we started to process. I told him that I was on the senior plan and wanted to keep my bill as low as possible as I was about to retire. I was clear that I would have a payment plan for the new phone but did plan to pay off the phone balance in a couple of months. He said "not a problem and oh by the way it is the end of the month so I am giving you 2 phone lines for free." I told him I did not need more lines as it was just myself and my husband. when I got home there were 2 extra sim cards in my bag. I spoke to him again and he said not to worry they are free just give them to anyone. I did not given them away, I just put them in my closet with the boxes. When I received my bill I found that is was over 400 dollars for the 1st bill and over 200 for the second. I called customer service and they said they could not help me as as they could not verify my account. I wanted to cancel my service, pay for my phones and move my service to another company. Customer service said they could not cancel as they could not verify my account. I visited the store I originally went to and also another store and no one could help me. My account was sent to collections even tho I had cancelled in Aug. of 2023. I just want to pay for the phones and I agree I owe for those but not the back service charges as I had cancelled the account. Looking at some of the complaints I have read it looks like this has happen to several others and I have printed out those complaints for my own files. Eventually it was sent to collections for service charges. I have disputed those charges. Just let me pay for my phones and move on. If you can verify my account to send to collections you can verify my account to cancel my service and pay for what I owe.

I am just totally blown away by what has happened to some of the big so-called American companies over the last decade! In no way am I racist my children are from mixed backgrounds my my wife is a all together different nationality than myself I will not get into what it is but I just want to start up by saying that I love people for being good people no matter where they're from! However, when you have a customer service department especially working on the human side and aspects of things you cannot just have people that are from another country who don't totally understand the American English language just reading from a document and anytime you ask them a question outside of what's on their computer screen or any papers they can read off in front of them there's an absolute problem! I have been on the phone with both T-Mobile and MetroPCS over the last week about 10 times and every time I'm talking to them in a normal conversation about things that I'll get into on here The response is continually the same three or four paragraphs that you can tell they're reading from a document and it's just consistently doesn't matter what you say to them whatever general area It is in they read one of a few paragraphs, I know that they're reading this stuff and they don't really know the language beyond that or how to understand empathy in the American language because I've spoken with several different people they all have the exact same word for word responses they say to me no matter what!

Here is what my situation is and I just want to let you be the judge of what has happened to this world when some of these big companies that have taken over the companies we used to enjoy when I was much younger where there was actually a human aspect involved some caring understanding loving and I don't know how else to say it but actual real communication! It's not the money of the situation (or maybe it is no one I wasn't worth three bucks to them) It's the fact that there is not a single ounce of human connection when you're talking to somebody who is simply reading things from a page and continues to do that no matter what you're saying to them whether you're pouring your heart out about things in your life that are so detrimental and I know they have a job to do but you would think anybody would have a little bit of care in there but it's just I've never seen anything like it It's just so disheartening and I find this company to be the absolute worst! It makes me so sad it that it makes me angry!

So here's the situation. I am out of work battling cancer for the second time in 3 years It's a very very aggressive form I'm not a rich man by any means but I do pay my bills. I am broke right now from being out of work and having to pay the normal bills which of skyrocketed rent heat everybody knows I don't have to get into it but when you're out of work and your money's cut in half by TDI and you lived almost paycheck to paycheck it's almost impossible! So I had no money to pay my phone bill this month I've been a loyal customer to the Metro I pay my bill like I said I'm fighting cancer I had some extremely important doctor's appointments coming up this past week and this week right now My phone bill was due on the 13th and I needed my phone because nowadays who has a house phone and I am without a vehicle at the moment because I can't afford to fix it so I have to use a ride service for my doctor's appointment and Uber to get other places or the bus if it goes in any direction where I can get to but I don't have very great bus service in my area. Metro did give me a 3-day extension okay so at the $30 plan that was about $3 that they were nice enough to give me for my loyalty. I've been waiting for the ACP program to kick in through Metro they keep dropping the ball. I never had any issue with my ACP with my last phone carrier. Its only Vincent switching to Metro so if they had done that correctly I wouldn't be in this situation at all but they didn't do it correctly so here we are. As I said They did gave me the 3-day extension (value $3) I was praying that the ACP went through and I begged them to please it get on it It was only on their end I've already been approved through the government months ago they just keet screwing it up at Metro! So anyway the three days went by I was able to make it to a doctor's appointment using the 3 day extension. I had one coming today so I checked on my ACP progress last night and it did not go through again yet (don't know what they're hold up is My last phone company I was approved through the government and it was added to my account the next day the next day) I was almost tears because today's was a very important doctor's appointment. I don't internet at my house I use my phone for everything I don't have internet so I needed to be able to call my ride service or schedule a ride through Uber online. So I talk to my tail between my legs and said this is all I'm asking for I said I have a major doctor's appointment I have to get to It's a chemotherapy appointment I cannot miss I need to be able to get a ride there and a ride back I am begging you just give me one more 3 day extension and my TDI should be in next week I'll be all right without a phone for the next six or seven days if you can just give me three days so I can get to this appointment. The lady I was chatting with online was very very nice and seemed absolutely like she was going to do it I had mentioned to her that I already had a three-day extension and in my chat with her I praised her up and down I said listen you don't know how much this means to me I appreciate it so much I can't even tell you it just is such a relief to me knowing that I can get to my chemo and I thought we were all set but the next two messages I got were from a supervisor. I first thought she said everything was okay but because of a little language barrier and the way she was typing, she was ultimately saying to me sorry you already got 3 days can't help you. My response to her was I understand I know I'm a grown man I always pay my bills I just need help with three more days I'll go without a phone till I get my TDI if you can just give me the 3 days so I can get to my doctor's appointment her response to me in the next couple messages were she did not care if I made it to my appointment or not that was not Metro's fault all problem there are phone service company that's all. I said well please I said you know this is my life I'm talking about I understand bills and we all going to watch the bottom dollar of our business and everything else but I'm still a human being could you help me get to my doctor's appointment. Unequivocally absolutely no was her answer to me We gave you 3 days too bad. I was so upset I said okay thank you Good goodbye and hung up. I sat in my bed with tears in my eyes for the next couple of hours and cried and it takes a lot for me to cry but it was just so much at once my mothers anniversary is coming up I lost her to cancer in March, and once it's my cancer is back again and here I was tucking my tail between my legs asking some lady that's answering the phone in God knows where if I could get help from my phone company to get to an appointment that could potentially save my life at a cost of $3 to them.. and I just leave in bed and I was so just sickened by how this lady could have cared less that it was an extremely extremely important appointment I get to and the billion dollar company she's in a supervisor position at couldn't and wouldn't take a hit of $3 to potentially save my life! I'm laying in bed thinking that my life wasn't worth three bucks That's an awful feeling! I've called back a couple of times and haven't been rude I just wanted somebody to tell me that they cared I didn't want anything at this point I just wanted to hear somebody act like they gave a [censored] I got nothing again telling them my situation I said I don't want anything from you but is there anybody there that cares I said what has happened to this world I said when I was a kid you went down the street to the business you want to do business with you shook their hand smiled I saw the kids were doing and they genuinely cared about you as a person! Again what is going on in this world! I just got off the phone with another "supervisor" explaining that I'm going to switch companies let me know where my ACP approval number sits in their system so I can get it switched over to another company as soon as possible and she just didn't have the answer to give me or care so I'm explaining to her like very briefly I wasn't going on like this here trust me and I said I just want to hear somebody tell me they give a [censored] I said do you think my life is worth three bucks and she said sir we already gave you one extension I said I'm not asking for anything I just want to know if you think my life is worth $3 She never once said yes She said she had a job to do. She could have at least said absolutely sir I'm very concerned but unfortunately I have to follow certain policies and procedures and my hands are tied or whatever It doesn't even make sense to me but I want to tell you about another big company today that may have restored a little bit of my faith in human compassion and some of these bigger companies!

I was able to get a Wi-Fi signal from my neighbor and I got a hold of Uber and explained my situation they put me on the phone with the supervisor who was blown away with the way I was treated by Metro he said sir he said you have been a loyal customer to us here for the last several years he said I want you to go ahead and book your pickup from your house trips to your drop-offs to you your doctors and schedule your pickups for us to come get you and just make sure you give it enough time so you'll be done even if you have to wait 10 to 20 minutes and Uber will be there to get you We will take care of it sir If you if and when you have the money in the next couple months get it back to us how does that sound!

So I just want you to be the judge of Metro their phone service is fine as far as reception and that their prices are good but the worst absolute unequivocally worse customer service you will ever experience at any business anywhere in this world at the moment any business anywhere at this moment has better customer service and T-Mobile as far as compassion understanding and literacy of the English language goals It might not be their fault they're kind of thrown in and they're giving pages to read off so either way stay away from Metro!

S Sullivan

[protected]@gmail.com

[protected]

N't get a working phoi;m a heart patient with a montior. I can;t get a working phone. I repeat and repeat, get disconnected, on hold. Keeps breaking up.

For 6 months working on tower, still. No working phone.

Very rude reps. Their backround noise, hard to hear and annoying.

Put you on hold transfer you. Molre hold. Alwaysat a party at work. No customer service.

6 months no working phone.

I have wstec hours on hold. Transfers,

After two phone lines and two phones, and three years of decent service, we added our teen to our T-Mobile service and added another line.

We got a 'deal' as the phone from T-Mobile was half-price, paid a fee, and understood we would make $13 payments for the phone and new line at half the price of our lines at $20.

We got our first bill and are being charged $75 for the new phone line when we were told it was going to be $20.

We have spent three hours on with customer service trying to recover the deal we were sold.

They are only offering a $15 'discount', and if we leave T-Mobile we have to pay full price for the phone.

I also will mention the mess of communication at having two account holders but different billing information sent to my husband and myself. Thus, we were being charged late fees and more because we weren't getting correct billing.

I have been a customer with t-mobile and i've always liked and respected them for having exceptional customer service. On November 28th all of this changed when I attempted to take advantage of a promotion offering me a free iphone 14. I figured it would be a great gift for my daughter. I completed my order so i thought with a tmobile customer service rep. that promised me my phone would be to me the next day as he put it in for overnight shipping. In addition i added in an apple watch. both were promised to me for the next day. I waited 2 days only to receive nothing. I called their customer service line again and was told my order was never processed. I said ok as i have alot of patience and i understand mistakes happen. The rep reprocessed my order and he also promised my merchandise would be to me the very next day. I was happy about the call and went about my day. 4 days go by and still nothing so i called 611 once more only to be told the same thing the customer service rep prior to the first one told me ; "mam we are so sorry your order was never processed. At this point im a little irritated because this is my 3rd time calling about the same issue and nobody knows anything! I then gave the rep my order numbers and she was able to see my order. The rep then stated that the reason I did not receive my order is because it was on back order but not to worry because it would be shipped to me before the 13th of december. Well that date came and went and I never received anything. So I called back for the 4th time only to be told my order was never processed ! Then after me giving the rep my order number he explained that i needed to reorder because it has been almost a month!? By now I am absolutely infuriated! The rep really had the nerve to tell me to trust him?! Yeah right. I did not want to speak to him any more so I asked to speak to a manager but he refused to let me speak to one stating he helped me already. Like who is he to tell me a customer of almost 5 years or any customer that they can not speak to a manager?! I called back and tried to get the issue resolved again and was denied being able to speak to a manager. Called back and asked the rep to send me to a manager. He agreed but I was contacted so late by the time anyone called back it was 10 pm I was sleep by then. The moral to the story is I thought more of Tmoble and and now i will be canceling with them and insisting that everyone in my family as well as all of my friends cancel as well. How dare you treat customers like trash and tell lie after lie then refuse them any resolution. It is christmas time and its the wrong time to be telling someone they will receive something then put them through trauma for being a loyal customer. I hope you fire the people that did this and i plan to use my voice as well as my computer to tell my story. I am a social media influencer and i will warn all of my 1million followers to never get your service. I am completely scorned about all of this. You guys should be ashamed of yourself.

Have had t mobil since may. I have spent 5 months trying to get a working phone. For months been working on the tower. Barely can se automated systems can' hear me, T mobil reps in call centers the are very loud. Don't speak english, will hang up on you. Even if you get on them. Don't do anything. I'm heart patient with a elderly mom need a working phone. My device app is on my phone. I pay my bills but no for non working service. I live in a nice area with wealthy residents. The rat us like were some back woods hicks. A smoke signal is better. They replaced the phone, no resolve, 5 months of bad service is unacceptable!