T-Mobile USA

Name: Donna Pettigrew

Acct# [protected]

On 6/29/2023 I returned the T-Mobile router and free charging station.

I have spoken to several reps and was assured I would my refund of $81.17.

On 8/15/2023 I spoke to Sheena who told me she would escalate the refund to my bank account.

I returned to UPS on 6/29/2023

UPS#1Z9E86E79033040101

UPS#1Z9E86E79006325097

I have tracked the parcels and the were both received on 6/30/2023.

On 6/1/2023, I went to Tmobile @ 302 E Sandford Blvd, Mount Vernon, NY 10550, to inquire about starting an account, due to my Metro phone was broken at the time. Tmobile employee initiated and account, I was charged two amounts, 75.62 and 5.02. The Tmobile employee said i needed to go to Metro to get my account # and bring it back to them. I went across the street to MetroPCS to get my account # and they offered me a better deal. I immediately went back to Tmobile, told them i was no longer interested, the employee said he'd cancel the account, but he can't give me a refund, which i thought had to be illegal, but i accepted it and left assuming all dealing with Tmobile was done. I am now being charged for an account i never completed setup on, never received a phone and now they have placed me in collections after i already disputed this with Tmoblie several times.

I've been with T-mobile for over 20 years and recently, I checked my statement and identified that additional lines were not cancelled. I was charged $5 x 3 and expected to receive a credit of $180 for the charges for June thru September. Well, agent Jana Lee offered a $30 onetime credit. I spoke with her supervisor, Selma and she basically said that she approved the $30 and wouldn't credit the additional $150.

T-mobile has changed and not for the better. There's so much competition out there and one can easily find another provider for a lesser price. So, I decided to leave T-mobile for Verizon who offered me a great deal for way less than $200 that I'm currently paying.

Turned down for service due to answered credit questions wrong, spent 4 hours in store, wanted to switch from Verizon to T Mobile, purchase two phones and watches, salesperson call for credit and gave me phone to answer questions which evidently I answered some wrong so I was denied, told I had to wait 30 days to try again.

I'm 75 years old, hearing not great, store was loud from customers and worse was representative on phone had terrible English, I was not offered to have questions texted, plus my credit score is 820.

I hope all seniors are not treated like this!

I was a very happy customer at Sprint for at least eight years. Once T-Mobile began to take over Sprint’s service and agreements with its customers, I have had numerous problems, with none resolved satisfactorily.

I have, for more than a year, tried in good faith to resolve the problems outlined here, and I am disappointed that the customer care, which T-Mobile has always touted as superior, is completely without merit, the agents without authority, and the company without concern.

In December, 2021, my son flew to Germany for three weeks. He was unable to access the internet or data (which we had paid for) during this time and was nearly stranded at the airport upon arrival. I spent 14+ hours on the phone with customer service and technicians, to absolutely no avail. My son did everything he could with customer service and technicians from his side in Germany, with zero success. I went to the T-Mobile retail store and spent over two hours there as the manager attempted to help me, without any solution whatsoever. T-Mobile’s failure to solve the issue and my son’s inability to access internet data from his phone during the time he was in Germany ruined the trip for him. He had been to Germany numerous times previously under Sprint’s service and never had any problem with internet service or data access before.

On about December 21, 2021, I purchased an Apple Watch online, using a promotion at Sprint.com. I took a screenshot of the agreement to make sure I remembered the details and so that I could follow up to see it was properly applied to my account.

I activated it sometime in January 2022. I noticed the promotion was not applied on my bill - I called customer care and was told that it sometimes takes a couple of billing cycles for the promotion to appear, and that I would be properly credited once that happened.

The next month’s bill was the same. No promotion applied. After several phone calls, I was finally credited $15.09 on the bill ending May 14, 2022, with another assurance that the promotion would take effect on the next billing cycle.

The promotion was never applied, despite my numerous calls to customer care. There was one more credit for $45.27 applied to the bill ending June 14, 2022. That was meant to cover three months of the promotion, again with an assurance that the promotion would be applied in subsequent bills.

I got tired of calling T Mobile and didn’t want to spend 45 minutes every month having to re-explain the situation only to then be promised a promotion would be applied, to no avail. I frequently offered to provide the screenshot I had of the promotion, but each time the offer was declined.

About January 25, 2023, I went into the T-Mobile retail store and brought with me a printout of the relevant pages of my mobile phone bill for the previous twelve months. I also provided the screenshot photo I had taken when I originally purchased the watch. The bill printouts clearly show all the charges for the watch and associated service plan. Two of the bills also clearly show the credits adjusted to account for the promotion. During the two hours I spent there, the clerks (who were stunned that I was getting no resolution), did everything they could, calling customer care several times, explaining the issue clearly and at great length, and yet they too were unable to get any resolution. In fact, the representative on the other end of the phone said (paraphrased here), “When we migrated over from Sprint to T-Mobile, the promotion got lost. Because it’s more than 180 days out from the promotion, we can’t do anything.” This response, despite the fact that I had called month after month about the issue.

I maintain that when T-Mobile took over the customer base of Sprint, they also took over the agreements those customers had with the company. I rightfully expected the agreement regarding the promotion under which I purchased the Apple watch to be upheld.

I decided to change my billing date to the 21st of the month. On the night of January 16/17, 2022, my phone service was cut off as I was driving in the middle of the night over an hour away to pick up my son from the university campus where he was working. I called 611 and spoke with a customer care representative, who saw that the billing date had been changed and that the service should not have been interrupted. He apologized profusely and reconnected the service. He told me there would be a $70 reconnect fee and when I objected, he credited my account for $35 of the amount, with an assurance to credit the rest in a couple of days.

The following week I went again to the T-Mobile retail store - I was actually told by the rep on speaker phone that he wouldn’t be able to take off the additional $35 reconnection fee. He eventually relented on this point and credited the $35 for the unjustly assessed reconnection fee. I was furious that I was being treated so poorly.

Not only was this situation grossly mishandled, but when the disconnection occurred, I was in a situation of being unable to communicate with my son, who I was on my way to pick up from the university campus. He would not have known I was there, nor would I have known where to meet him. This, because T-Mobile interrupted my service for no reason.

I have found T-Mobile to be a thoroughly untrustworthy and unprofessional company.

I paid my phone off over a year ago. My phone broke and I have been paying for warranty services. I was given a phone through warranty but T Mobile is refusing to unlock the sim card. They admit the phone is paid in full but will not unlock my phone. I feel like they are holding my phone hostage! I can't leave them and take my phone which I paid for.

I called to follow up on a return box I should have received a month ago but haven't. What should have been a couple-minute call turned into a 3-hour debate and a total waste of my time. The gentleman I spoke with refused to send another repaid box or return label stating that t mobile does not provide them and that they would never be mailed if they did. I requested a manager at least times and he refused to transfer me stating they would just laugh at my ridiculous request. I was told in order to return my exchange phone a box would be sent I have not gotten it and this is all I want so I can send the phone for return my local store refused to send it for me which did not surprise me since they were the original problem. The customer service is terribly lacking in this area they were rude and abusive and a customer should never have to be treated so poorly I truly hope this is addressed thank you jeanette finley

Damaged mobile returned but they received empty box and charged us for the damaged handset. The service is very disgusting as they steal the mobiles and charge you for damaged handsets even it is insured. And the provider threatened us to pay in full or service would be discontinued.

The phone was posted in aug 2023 and we were told they got empty box with out the handset in it? Strange how can this happen... They did recieve the prepaid box... But no hand set... Who is responsible for the loss of the broken damaged handset iphone wirth $650.00

I do not have any of T-Mobile phones or sims card installed in my wireless phones and never have. I acquired in January of this year and had them mail me the SIM cards. I was charged $45 for the cards and was told that I would not see anymore charges until I activated my phones. Since then I have been being charged $185 a month. I have been ill and have not been checking my credit cards,which was a big mistake. When I called T-Mobile today I was told that they would do an investigation into the matter but said nothing about refunding my money. I am so stressed about this that it has really affected my health. Please stop this company from ripping people off. My bank is starting a fraud investigation against them and hopefully someday I will get my money back It’s over a thousand dollars.

I closed my account over a year ago. I was owed about $25 in overpayment that was acknowledged in my last bill. T Mobile never reimbursed me despite trying several times and talking to multiple people over several calls and visits to the actual store. At this point, I have given up trying since I don't want to waste any more time doing this. I just wanted to share this so others know what can happen if you close your account.

I'm angry because, wound up making someone think I was ignoring them. I occasionally did some repairs for someone and they tried contacting me and sometimes I would get the texts. I would answer back but they weren't getting them and individual thought I was ignoring him. I tried many times to get it resolved with T-Mobile but, they never could. Texts I was sending to another person in same township also wasn't getting my texts and just plain didn't revieve them. This provider really got someone to ignore me even when I called the individual left voicemail and explained what was going on but, apparently he wasn't buying it. Moved over to the top dog provider, just couldn't put up with this any longer.

I previously had identity theft that was a result of T-Mobile mistakenly linking am old iPhone and account to a brand new line, phone and number in which no data was ported or transferred to. The previous phone had broken but was hacked into and the linking of accounts allowed the new phone to be compromised and through that my identity was stolen. The new phone was being remotely accessed and my mobile banking app with face recognition was disabled and all personal information was used to access all my personal information, accounts and information leaving me at a 20k loss and in debt. The phone couldn’t be reset and I was never able to regain my identity. This was in 2021. I left T-Mobile and started a new plan with Verizon. Then as a curtesy, my family offered me to join their family plan in June 2023. I was very reluctant to do so after my experience but did. I went to the Palladio T-Mobile in Folsom California where I had a new iPhone 14 pro shipped to. When we arrived at the store, I paid the activation and taxes and the associate went to get the new device. He asked if I wanted to keep my number and I was hesitant to give a response and finally said I was not sure if I’d keep the number but for now, it would be okay to use just to turn on the line for calls and messages. He then told me the new phone would take a few minutes to turn on and I asked if I could run across the parking lot for a gift card in time for the phone to be running. He said yes. I returned and was horrified when I saw my brand new iPhone 14 pro was an exact clone of my previous phone. I was Shocked that the Apple ID, all apps and data and even my security settings had all been moved to the new phone without my authorization. The data on the new phone was full! I immediately asked him Why I was looking at my old phone which was even laid out exactly the same on my Home Screen and he said he just assumed I wanted everything moved over. I told him the old ID was compromised and I did not want him to do that! The number was all I have permission for. I then attempted to factory reset the phone but couldn’t due to a 26 digit encryption! I went to Apple and they advised the carrier had incorrectly set my phone up and transferred a virus embedded in the settings and I needed to get that 26 digit encryption code and remove my device from it. Upon finding that code, I went into T-Mobile and asked them to reset the phone to brand new. However, because the ID is an “alias” and connected to numerous other Apple ids, the new phone will not allow me to create a new Apple ID as it says it has reached it Max. My identity is now compromised again and the store has not wanted to help me in remedying the issue. Corporate locations have tried to talk to the manager of this store at Palladio but the manager Nikki has been very rude, refusing to take my calls and representatives have hung up on me. I’m at a loss and my phone is completely allowing for my security and safety to be left open for harm again. I am begging for help

My T-mobile billing date was on 4-12-23 for billing cycle 4-19 thru 5-18.

Because I was going to cancel service on 4-18, which I did, I did not authorize payment on 4-12-23.

So, the system sent a bill saying that I owed for 4-19 thru 5-18.

T-Mobile bills in advance and not in arrears. I was never in default.

I have tried to resolve this with T-Mobile via phone but because I no longer have an account and do not know the secret 16 digit password they said they gave me, they cannot access my account.

I live in Alaska now so there are no T-Mobile stores here.

I wrote them last month with the bill they sent me but now I get another one.

I don't want to sue them but I will if they dont stop harrassing me.

I have disputed the charges and mailed the lattest bill to T-Mobile.

Leonard Lamb

Anchorage, AK 99508

I ported over 3 lines phone payed off they ask me why I’m leaving I founded a cheaper company and I have no service the guy showed me how to get my transfer pen I also told him that the other company said unlock the phones he then said you have a bal I said isn’t my phones payed off so how you locking a phone I own I said you can’t hold me against my will he stated they will be unlock it was a lie I called thrm back she says you have too pay your pass bal I said how you go not unlock and now I don’t have no phone this is how I clock in for work they wouldn’t even turn it back on they need to stop playing with people they the worst company I have ever dealt with they need too stop trying too keep people when they phones are payed off.