T-Mobile USA

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.

The writer was living in the USA for a long time and the writer migrated to Canada for some time now. The writer kept the T-Mobile account for when the writer travel back to the US so the writer can make calls. The writer would made the yearly payment just to keep the line active. The writer had several incidents where the phone would not work over time since the writer's stays in Canada and, when the writer contacted T-Mobile, they said is the SIM card and the writer would have to pay for a new one. Fast forward, Writer paid on September 7th, 2022 to keep the writer's account active but there was an issue like the other issues the writer have had in the past where the phone would not work after making a payment to keep the line active so that it wouldn't be deactivated. Yes, whenever the account deactivated, T-Mobile would activate the account and returned the money back to the account once the writer paid in advance. Writer called back T-Mobile [protected]) and writer got a female and writer explained to her that the writer cannot make or receive any calls and neither can it send or receive any text. The T-Mobile agent tried to fix the issue and she was unsuccessful. She said to the writer that you will have to call back at another time. On November 29, 2023, the writer called and spoke to the T-Mobile manager, Jesse, due to the phone is not working and the account have been deactivated and he said it past the due date. How ever, writer advised Jesse to put the writer's money which is $168 US dollars back into the writers account and he refused. On November 29, 2023, writer paid $10 US dollars plus taxes to keep the line active and the phone still not working. Again, writer tried to communicate with Jesse in regards to putting the money back into the account and he bluntly refused.

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.

First off there was poor network coverage in many places I travelled. I was in a train derailment in rural Missouri in the summer of 2022 and it seemed like my phone coverage was the only one that did not work, I had to use other people's phones to even make a call which is ridiculous. There was many places I travelled to that did not have service but other carriers did. I then was bought a phone after the train accident with my account and same phone number, paid in full by Amtrak, in which I bought the insurance when I first joined T-Mobile in 2020, which included a screen protector free to be replaced at anytime. When I tried to get one again after I got my new phone I went to T-Mobile several times and the service reps all said my phone was no longer eligible for insurance even though I paid for it when I first bought into the account. This was very upsetting being that I bought the insurance and the customer service said it never expires, I was then told I would recieve a free screen protector for my troubles in the mail but never received it.

In July of 2021, I cancelled my T-Mobile account. I ported my lines over to ATT. I did this because this is a business phone and I had bad service in my office. Calls would drop and sometimes the phone would not receive calls. This is bad for business. After porting over my lines and canceling my account, I received what I thought was my final bill and I paid it. I did not receive another text message telling me I had a bill due, as I did every month since signing up. Over nine months later, I received a collection notice for 70 plus dollars. I called and had a very long conversation with T-Mobile and even though the numbers were ported out, they did not close the account. UGH, what am I paying for if I do not have service! I could not log into the account, as I did not have an account anymore! We argued about this for a long while, and they wore me down and I paid this as mine time is worth more than the 70 plus dollars. They assured me the account was closed. Months later, I got another bill for 130.00+ - it's like Groundhog's Day... same conversation. I paid the bill and guess what!? I got a bill months later for 84.00. I am DONE! Another hour plus on the phone and they of course say that the accounts closed and that they have noted in my account that they will take care of it and to trust them! I asked for an email stating this. Oh, but they cannot do this! Okay, a text? Nope, I am not with T-Mobile so they cannot text me. Okay, text my mother's T-Mobile account. They can do this. The text does not say it is from T-Mobile, and it says that we had a conversation and that no further action is needed. No names, details anything. Worthless. I am still on hold as Arabella, who I have been talking to, says that she is transferring me to her supervisor. It has been 20 minutes and obviously, I have been launched out into space, the endless loop of no man's land. I had asked before she transferred me, the name of her supervisor and she could not give me a name.

Now, I am not a stupid person, although, paying these bills repeatedly might say otherwise, but how could elderly people, people with disabilities maneuver this BS? I see that this has been an on-going problem for T-Mobile, when is someone going to do something about this. It is dishonest!

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.

on 10/24/2023 Icalled T mobile to see if they had a plan I could afford, I was told they were offering a free phone, so I spoke with a sales person about a plan with a free phone unlimited talk and text which I accepted. on 10/27/2023 I called customer service to get my acct. number and transfer pen to transfer to another carrier for a cheaper plan I was told if I transfer I would owe a balance for the phone, I said the phone was free the sales person said the phone was not free only if I kept the plan for 24 months it would be free, I was never told that in the beginning. so I was mislead and deceived.

Speaker 1 · 00:01

Let's try by choosing one of those options. Are you calling about a payment? Do you need tech support? Have a billing question or something else? Bill? I'll get you right over to someone who can help. Please enter or say your 6 to 15 digit. Ok, got it. We care about your experience so we may record this call.

Speaker 2 · 00:38

Hi, thank you for calling T Mobile. This is Rob. How can I help you today?

Speaker 3 · 00:43

Hi, good afternoon. You said your name was

Speaker 2 · 00:44

Rob? Uh My name is Rothman. That's R A LP H.

Speaker 3 · 00:49

Oh, I'm sorry, I have um I have um

Speaker 2 · 00:54

payment. Yes, ma'am. That's ok, ma'am. Uh Good afternoon ma'am. What seems to be the reason um for you to be calling T Mobile, ma'am?

Speaker 3 · 01:04

Um Yeah, yeah. Um I hate to even go in while I was calling on T Mobile. I would like to verify myself. You look at my notes and then I want to get some answers to some questions if that's ok with you.

Speaker 2 · 01:19

Yes, ma'am. No worries ma'am. I can definitely help you with the questions, but I do need to verify your account first. Can I have your first and last name

Speaker 3 · 01:25

please. That's exactly what I asked you to do, sir, Hollyhol. Yeah, Holly is my first name Llyn Lewellynllewellyn, please. And thank you.

Speaker 2 · 01:46

All right, ma'am. So I'm gonna go ahead and verify your account. So that's Holly Newly. Alright. Yeah. All right, ma'am. Yes, I have successfully verified your account, ma'am. And yes, what uh what questions are we um, do you wanna know about your account, ma'am?

Speaker 3 · 02:03

I would like you to take a moment and look at the account. I would like to inform you that I'm extremely irritated that I expected a text about a call back by no later than two after two o'clock they sent me a link to tell me how I feel that's not what's supposed to happen on this mother of Christmas trees phone calls Ralph. I was supposed to um um be ordering equipment and everything else so I'm gonna hold I'm going to speak to your supervisor escalator and then I'm gonna see what the Christmas Trees are going on here and then I may be um the next phone call may be to how I get my my all my services from AT&T.

Speaker 2 · 02:48

Alright, so I just wanna make clarification. Ok. Um um you're because you were supposed to get a call back um at 2 p.m. correct

Speaker 3 · 03:00

sir. The notes are there. Yeah.

Speaker 2 · 03:04

Alright, so I'm gonna go ahead and um see the notes, ok? And the memories of your account. Alright then just give me a few minutes. Ok? And then I'll get back to you. Um um, once I am

Speaker 3 · 03:21

done with you, may I ask you a favor? Please miss out because of my illness. I request that you put me on mute until you're transferring me. Please do not put that hold music. I cannot tolerate it. I'm sorry, I don't feel well. Thank you so much.

Speaker 2 · 03:39

Yes, ma'am. I understand ma'am. No worries. I'll just be putting myself on mute. OK?

Speaker 3 · 03:42

Yes, sir.

Speaker 2 · 03:44

All right. Thank you so much. Hello, ma'am. Yeah. Yes, ma'am. As what I can see here in the uh the memo, ma'am. Um What specific um uh notes are, are we uh looking for ma'am?

Speaker 3 · 05:27

I'm I, I'm not looking for anything except you to escalate the call and for you to escalate this. That's it. I want to call escalator. I want it escalated. I don't care to talk about this previously. I spent enough time from Thursday the 18th 19th until today with this baloney. I don't wanna argue. I, I'm tired.

Speaker 2 · 05:46

Ok, ma'am. I understand ma'am. So yes, I'm gonna go ahead and see uh if there are any uh we can do the escalations for you. OK? So just hold on a minute for me. OK? Yes. All right. Thank you so much. Good. Hello, ma'am. How we

Speaker 3 · 08:35

I'm, I'm still waiting. Yes.

Speaker 2 · 08:38

Yes, ma'am. Um Yes, I have already uh talked someone uh for the escalation call but um she's still handling um uh another customer so it will take her up to about uh five minutes ma'am so yes um I I don't wanna waste your time time ma'am so I just wanna know um what uh what I can see

Speaker 3 · 08:57

here is I don't wanna talk about it but you can call me at [protected]. I'll expect that call in five minutes I'll be putting a timer on my phone. Thank

Speaker 2 · 09:07

you. Alright. Thank you so much ma'am.

I called Tmobile in June 2023 to start new service. The rep that I spoke with told me that I could get a Samsung A23 for free. My plan would be 60$ a month that included Netflix and Apple TV. I added the device insurance which would be 9.99 per month. While on the phone with the rep, he's setting up my account he says that the phone is not totally free because, Tmobile would only provide a 300$ credit. The phone in question is 317.00 + tax, so I would end up paying 50 cents a month for the phone. The problem comes in when I get my bill. My bill by my estimate should only be around 80$ a month at best, however my bill is 100$ a month. I'm not receiving a monthly billing statement. When I call to question my bill I can't get a straight answer as to why my bill is so high. After my 4th phone call I'm told that my service plan is not 60 but 80$ a month and after the insurance taxes and fees my bill was correct. I explained to the rep that is not what I had agreed to and felt that I had been taken advantage of. I'm now being told that they can switch me to the 60$ plan, when they do I will lose Netflix and Apple tv. He could credit my account for two months and I could decide if I wanted to stay on the 80$ plan. I thought about the fact that the rep that sold me the service basically did a bait and switch. No one wanted to take responsibility for the mistake. I decided to move to ATT. On Oct. 16,2023 I called Tmobile customer service department. I spoke with 3 different people Rose, Sherry and Carmen. All three gave me the excuse that their supervisor was on calls, the 1st two disconnected my call. Carmen gave me the same story that since I ported my phone number to a different carrier that I would be responsible for the remaining price of the phone. I had advised all three that, I wanted to return the phone pay my final bill and be done with their company. What does it say about a company that pays their employees to provide you false/misleading information and then add insult to injury try to make you pay their errors.

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My name is Camelia Grosulescu and phone # was [protected] until you cancelled my account. I called numerous times to have my two phones on the account unlocked and nobody seems to understand my request. Even the Manager MOI - 8192556 that said this will be resolved in 48 hrs, abandoned the request. I am in Europe and can't use my phone at all. If you don't resolve my issue, I promise you will be on TV pretty soon because of your ignorance of resolving customers 'issues.