T-Mobile USA

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.

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!

I hope this letter finds you well. I am writing to bring to your attention a matter of great concern regarding a dispute I am currently experiencing with Tmobile

I called multiple times and had chat with Tmobile asking to refund my money. Despite my efforts to resolve this matter amicably, the issue remains unresolved. This situation has caused me significant inconvenience, frustration, and financial loss.

I am seeking a fair and prompt resolution to this dispute. I kindly request a thorough investigation into this matter and a detailed response outlining the steps that will be taken to address and rectify the situation.

After 20 months of good cellular service from TMobile I was contacted via email and told they were working on the tower I usually use. After they sent it a second time I lost almost all reception. I had either 1 small dot or an x through the triangemeaning no service. After a visit to the local Tmobile store and 2 lengthy phone calls with the tech group they failed to get me service. I told the I'm cancelling my contrat which I beleive had only 2 months to go and signed up Verizon. the only contact I've had with Tmobile is acontinuous array of phone calls from TMobile which ring only once. I've forwarded that info the the FCC.

The number is [protected]. I've called it and doesn't even offer a way to talk to anyone live about a bill. This has been going on for aout a month now.

After a few years of extremely poor cellular service for a large amount of $ I left T- mobile cellular service bow I'm dealing with there service department trying to get a phone I bought and paid for from them unlocked and have wasted numerous hours on the phone with customer service there service team has No accountability of being not knowledgeable and I would rate there customer service team a failure and wouldn't recommend T-mobile to anyone that wants. Phone to to work and not deal with poor customer service

I've been T-mobil customer fro 23 years. First time ever I need to add a line. Talked to a representative (Diego) and he signed me up to Go5g Plus plan, he told me that if I switch to new, I would get 3 free phones and my monthly charge will be $150. After I agreed and signed up, I got the email the it includes trade-in my current phones. When I called back, I was told that they can't honor it without trade-in and even with trade in it would cost me a lot. Then I found out that this monthly fee is only fro new customers, not for customers that have been with T-Mobile for 23 years, and my monthly fee would be $185 for 3 lines. Then I found out that he signed me up for the wrong plan. After that I cancelled all the changes. 6 hours on the phone and 8 different representatives, just to get to find out that you get nothing!

I have been a customer with T-Mobile for about 10 years. I added a line for my son back in March after shopping around for other service providers, I decided to go with the one I knew and thought that I could trust. My first bill was $171.00 with the new line which was different than what I was told prior to accepting the new plan. I spoke with a supervisor named Jellyane B back in June and she told me that my bill was fixed and I would be paying between $141 and $143 per month for my service. Every month since I have had to call in to request that the adjustment be made since I was still being billed $171.00. There were months when I had to make multiple calls to T-Mobile which quickly became frustrating. I would be asked to go over the original issue repeatedly and eventually, there would be a credit added to bring my bill back to the 140 something I was promised. Last month, I was told that someone would call me back to discuss the billing issue and fix my account once and for all. I never received a call from T-Mobile and like clockwork, I received a text telling me my bill was again $171.00. After speaking with 3 reps, I was transferred to a supervisor named Evan H (ID#0523-Springfield). Evan advised me that they would no longer be honoring the billing agreement set in place by another supervisor. He was able to see where the agreement was reached but stated that the adjustment would no longer be made. Evan offered to cancel my service for me and advised he could not provide me the number for the corporate office. This is not fair to me as the consumer especially since this was an agreement that was made with me and at this point, I am having to switch service and being told that I cannot take a phone number that I have had for 10 years. I have never had a member of management speak to me in this manner and verbally admit that the company is now without notice backing out of an arrangement that they committed to. Over the last 5 or so months I have been paying between $141 and $143 because while shopping around, I originally told the representative what I was able to pay so I did not expect that someone would reverse this agreement with no warning. The customer service has definitely suffered in the last few years since the company became so big but I have been a customer from the beginning and I do not believe that the manner in which Evan spoke to or treated me was in any way professional. Its not wrong for me not to want to have my bill be what I was promised or for me to be frustrated about spending so much time on the phone on a month-to-month basis to have it fixed.

BEWARE! We have been Sprint customers for more than 12 years and our service is now under T-Mobile. My son was in Canada for 6 weeks and received a text saying that his line would be cancelled due to excessive roaming. He immediately called T-Mobile customer service and was specifically told that the message was a mistake and he could disregard it. Then out of nowhere his line was cancelled 2 months later. When we called T-mobile and spoke with a supervisor we were told that there was nothing they could do and that there is no way to get his old phone number back or be able to port it to another carrier. In addition to not having cell phone access, all of his accounts are associated with his phone number so he can no longer access those accounts since they need to be verified through his phone number, which is no longer active. T-MOBILE IS THE WORST!

I have been a customer with you guys for about 4 months now. For starters I purchased a Iphone 14 and Iphone 12 for my phones. My sons phone was defective from the start. His phone constantly blacked out and he was unable to use his phone for like 2 months. We took the phone to Tmobile they told us that that we needed to take the phone to geek squad and we did he did something on the phone and it blacked out again the same day. I iwas then told to call apple support. they set an appointment for us to go get the phone fixed we did. I ended up paying 99 dollars for a phone that did not work in the beginning. My son who was affected with a COVID stroke who is handicapped now. His phone is the only thing that helps him. We got passed that issue. We got the internet with you guys the internet never works. Then they have endlessly tried to troubleshoot it and it still does work. Then my phone was disconnected and the rep that is overseas told me that they were waiving my restore fees. which was a total of 144 that I just found out yesterday and I asked the representative to listen to the recording call and she stated that they were not going to be able to do so. I pleaded with her to atleast TRY because I know from working in call centers there is a Quality that listens to calls from agents. I told her that I was not responsible for paying the 144 becasuse what i was told by the previous agent. She offered a credit of 60.00 I told her that was not enough. I woke up and all my phones were off. All lines. I called the rep at 808 this morning and Spoke with kris. i explained to her the situation and she helped me. She had to turn my sons phone on and my personal line so that I may transfer the money from one account to the other which was connected to my debit card with Chase. I processed a 400 dollar payment to ensure that that my phone was going to be on for this appointment that i was going to make 900 dollars following our consultation call. I was wondering why my phone did not ring i picked it up dialed his number and immediately i got the tmobile payment line. my phone was off since 808am until 2pm. I called him he stated that he tried to call at 12pm and my phone was off. I really needed that money. I have car note and rent still needs to be paid my landlord was working with me. He stated that had to let another associate of mine help him because he could not get in contact with me. His lunch is 30 min and he wanted to take care of the consultation on his lunch break. I am really upset. I dont normally do this but this is not right. I need to file a complaint my next contact is tell it to tim on the news and my local congressman.

Managers lie. Complete run around and no help when trying to quiet T mobile. Managers could not retrieve my accrount number and origianl pin from years ago when I signed on. The phone bank is a run around. No consideration for the 3 yours it took to tramsfer to Consumer cell which has the same serice but cost $47 per month compared to T mobile for $70. BOYCOT THIS COMPANY.

Approximately 4 years ago I purchased a 2 galaxy watches with T-Mobile. one of the watches was damaged and T-Mobile exchanged it for another watch and that required opening another account. The store clerk assured me that the first account would be canceled., After receiving my first bill I noticed I was now being charged for the 3 watches they are under wearables in the T-Mobile bill statement. I called again to explained that I only had 2 watches and the extra line they charged for was no longer owned by me. They said they would refund me and cancel. I trusted T-Mobile with that. So today October 31, 2023 I decided to check my bill and noticed T-Mobile was still charging me for that 3rd line (wearable). I reached out to customer service and they said they have canceled it and that they would only refund me $30. I brought up the fact that they owe me about 4 years worth, so they flipped it on me saying I should have checked my bill monthly and called them and they cant go back that far. Why after multiple attempts to cancel and being told it was taking care of I should have to keep calling about the same issue. I trusted the problem to be solved. I been a customer for about 20 years. I'm so disappointed in T-Mobile. I added a line about a a few months ago and was told I get a free phone and then they said no free phone because of my plan. T-Mobile you treating your faithful customers that been with you for over 10 years like crap. I should be refunded for the watch.