T-Mobile USA
reviews and complaints

t mobile phone number assigned that never worked, [protected]

I signed up for there over 55 plan with two lines for 27.50, one line never worked, the second line we finally activated [protected] and used it for only two weeks, the service was horrible, I wasted an entire week trying to get the 4606 number working on a T Mobile phone and never did, the second one 4607 was used for about two weeks just to see if the service in our area was worth the trouble, it was not, the records show that it was never used more than that, The bill I received today 4-5-22 is 156.36, if that is not a rip off I dont know what is. I told them I would pay for one month on the line 4607 that we used for just two weeks, and they said no, I will not pay for what I did not use.

What should I do.

my account # is [protected]

Terry Hendrix

[protected]

[protected]@gmail.com

I had service with Metro by tmobile, since day one I have complain to them without having any services in my home. I had to keep turn the phone off and on. Resetting the network. I had to do this more the once.

I was never told I had to keep their service for six months and once the six months was up went to a new carrier, the phone was not unlock. the new SIM card was being denied by my phone. Once the new carrier sign me up Metro was deleted and was not able to use my phone. I had no phone services for a whole day.

This is my third complaint for a store in Puerto Rico.

My husband change his number second time there is this employee by the name Brenda who is giving information out to people who are not the ones in the bill where is the confidentiality where is they do not send my information. Apply here, where are the managers in this store. Giving information to others about my husband new phone number I was about to get a divorce but first I want it to investigate from was this information coming I hope you take actions with this employee

I bought my phone January of last year. I have called numerous times and also visited the store near me. Only to be told to power on and off my cell, or do this and that and it will be taken care of. I recently in January of 22 had to go into the store to get a new Sim card. My phone is constantly saying no Sim card detected still and I have times when I cannot receive or send call or texts. This company and phone and most of the customer service representatives are useless. Was told a few weeks ago that they should have offered me a free phone because it was still under warranty, but did not. I have never had this much trouble EVER with a cell phone or its company. As of next week we will be canceling all of our phones and services. Thanks for nothing T-MOBILE.

Monday march 14th I went into a

T-Mobile store unhappy with the case so I returned it within the 14 day buyers remorse period but she didn’t put a receipt in my phone case box and now she’s refusing to return it and she’s the one who rung me up I’m located in Fresno ca and the store is located 1064 Fresno street Fresno ca 93706 the associates name is Vanessa

55 year old daughter has ms and uses wheelchair. Was going from chair to their vehicle and the t mobile phone hit the back top feel in a puddle and her husband went to retrieved but did not know it went into the puddle and stepped on it crushing it and water inside. I have been paying the 18.00 bucks a month since it was new. Why is it not covered. Been with this company for I believe 15 years. You sock me for a new phone because the other was not covered. I have bought maybe 10 phones for my family and my self. You turn off my service. When this paid off i'm so gone. I'm sure that there are other providers that wished to have a customer so loyal. But get screwed over after the years of paying on time do to no fault and I get harassed with text and calls. Why do we throw into that money owed to pg&e and I don't need to worry about your bill because no way to pay for electricity no power to charge phone so its part of the game we play being stupid enough to have bank accounts. But hey my home paid for and I can set here in the dark. I had 6 phones and now down to 5 and soon no t mobile phones.

Feb. 11, 2022 I was online with a t-mobile rep. I liked what he said, and printed off our conversation. I asked what my monthly bill would be, $93.23 and paid that up front. A week or so later our items came, 1 A52 black phone w/ case & screen protector, FREE, 2 watches, Gateway and 2 phone lines. It took several days of calling and headaches to get our 2 phones set-up. Nothing was going right from transferring numbers, to setting up voicemail.

Then another three & half days trying to get this Gateway set-up for a free month. Then it wasn't even working right. Never did we try getting the watches set-up We were very much tried!

I pay $93 2/11, another bill comes for $195 and just paid that and now $215.

We sent back the Gateway and 2 watches after many discussions. Rec'd credit of $47.24 3/16 and $23.62 3/17 on our card, but bills haven't been adjusted.

I spoke with a rep, Wed 3/16 about returning the phone and cancelling the lines. I feel they have been very misleading. Phone drops calls.

I was told I owe $483.oo yet on phone when I was told Free at first then $90,

and mo. bill went from $4.12 to $21/mo.

I am glad I have my initial conversation printed off with the amounts. This is what they should honor.

Back in December I was staying with my daughter as my home was being renovated. I called T-Mobil about there internet. At first the lady said that my home on Scamore was not able to get the internet. Then she looked some more and told me that I could get it . I told her that I would be moving back in and sh said that I could pick up the modem at any location. Later that month I went to the T-Mobil office in Vista on University Ave. near Target. They took my info and the agent told me that I could not get internet at the Mobil home park were I lived yet. After checking out what the lady had told me prier to this he repeated

that I could not get it. So I left went home and called Spectrum were I receive my internet. About a month and a half I recived bill from T-M0bil. I called them and explanded all that had happen with an lady agent she said that she would take care of this. Last week I got another bill from them stating that I owed over $420.19 and that $242.52 was due. I never received any product or service from this company as they told me that I could not receive service.

Account [protected] is on the bill sent to me for JAN-FEB.

I called october 2021 t mobile said she would send me a free phone, hot spot and tablet to switch my number to t mobile.i agreed them the tablet did not come with sim. I called told them no sim card came with tablet. Could not use with a sim card. They billed me for devices services and insurance for all devices even the devices i could not use. Every time i call they will not fix my bill even though they say over and over they fixed iit while i was on the phone with them. They don't understand english or they are just thieves i want my money returned for devices and services that are not mine. Also i am fed up with them hanging up on me when i call customer service

When you are positive that your trade-in was supposed to be worth more! Infuriating when T-Mobile customer service sends you on a wild goose chase, advising you to review the promotions pages on their website, when they have no record of what you were actually offered.

https://twitter.com/Jeff_Popkin/status/1502838051705348098?s=20&t=v3_DCrtWODclIqrqZUD_Tg

https://community.t-mobile.com/accounts-services-4/t-mobile-does-not-honor-the-trade-in-promotional-values-offered-to-customers-in-the-online-shopping-cart-42159

T-Mobile does not provide itemized receipts for sales transactions that include the promotional trade-in value for a device.

T-Mobile does not keep records of the promotional value quoted for a trade-in device during check-out in their online shopping cart system.

T-Mobile then does not honor the quoted promotional trade-in values reflected in a customers shopping cart when there are apparent errors in their online shopping cart system.

T-Mobile has a serious internal control issue over the apparent disparate check-out systems and the staff who try to make them work together, that allows its shopping cart system to display promotional trade-in quotes that conflict with the current advertised promotions.

Over the years, I have had occasions where I swore the promotion actually given did not match the promotion offered online. T-Mobile staff in the past have always smugly told me to tell them what promotion I was referring to, as though the error was mine. I am angry now that I know T-Mobile has such poor corporate governance in place that they cannot even keep track of their shopping cart system.

Here is a real example:

OVERVIEW

T-Mobile customer service “expert” Shakeema with employee ID [protected] on 3/11/2022 refused to honor the trade-in promotional offer of $699.99 that was provided to me when using the highly encouraged online shopping cart check-out system (see Image 1) the day before.

Prior to ordering the iPhone 13 mini, I recorded my conversation* with Em in T-Mobile customer service, employee ID 505604, on 3/10/2022. She logged into my T-Mobile account at my request and confirmed the promotional offer, and then documented to my account that my promotional offer was a total of $699.99 for my iPhone 11 being traded in on phone line 301-XXX-XXXX (see Images 1, 5, 6, and 7).

*Link to recording with Em in T-Mobile customer service, employee ID 505604, on 3/10/2022:

REDACTED LINK DUE TO PERSONAL INFORMATION ON VIDEO

To my objection, Shakeema said she could not honor the promotional value quoted to me in my shopping cart at check-out, and essentially insisted that it does not matter what my shopping cart said, it only matters what the promotions are (see Image 4), noting she said it was $400. She said the only way to possibly resolve the matter in my favor was to put it in writing.

DETAILS

I confirmed with [protected]@T-Mobile that T-Mobile keeps no record of the promotional offers given to a customer in their online shopping cart, nor provides any receipt for the initial promotional offer given while checking out. Thus, once you complete the shopping cart transaction, the only written documentation for a customers’ purchase (on monthly payments) is (1) the Equipment Installment Plan (EIP) (see Image 2) which has no record of the trade promotional value, and (2) a text message confirming the trade-in value before the promotional value (see Image 3). If the shopping cart has a promotional value error, T-Mobile does not keep any record of it.

CONCLUSION

Please know that I believe that this is an egregious violation of customers’ rights and have already reported this matter to the FTC, FCC (Ticket No. 53XXXXX), @MikeSievert on Twitter.

T-Mobile does not provide itemized receipts for sales transactions that include the quoted promotional trade-in value for a device.

T-Mobile does not keep records of the promotional value quoted for a trade-in device during check-out in their online shopping cart system.

T-Mobile then does not honor the quoted promotional trade-in values to customers when there are apparent errors in their online shopping cart system.

The promotional value of a trade-in device is often the deciding factor when deciding whether to upgrade to a newer device. Promotional offers are typically in excess of the market value, so the consumer relies on the promotional offer. T-Mobile is not honoring its promotional offers.

To me, this is due to incompetence or negligence, and neither are excusable for a multi-billion-dollar, multinational company.

E-commerce agreements must comply with standards established by legal precedent in the common law and the uniform commercial code. T-Mobile is not keeping any record of the specific contract created when a buyer completes a transaction using T-Mobile’s online shopping cart. T-Mobile attempts to reconstruct the contract after-the-fact, but keeps no record of the actual agreed upon terms that were offered and accepted in the shopping cart transaction. This inappropriate and probably illegal business tactic is of a particular problem when the promotional values for trade-in devices offered during the check-out process in the online shopping cart, used to entice buyers to purchase new devices, is not recorded and is later not honored by T-Mobile, who appears not to have any concern about the apparent bait and switch tactics of offering less money for a customers’ trade-in device after the sale of the new device is established.

I was guaranteed consistent 100mbps download speed by a store rep. The first month or so of service my speed was way over [protected]). The last 2 months it's progressively gotten worse. Well below 20mbps, often under 10mbps. I'm .9 miles away from a tower? I unplug my gateway tower weekly to no avail. Constant buffering, waiting 20-40 seconds for pages to open on my phone and PC. I live in an apartment, started with CenturyLink through an old phone line. Service was horrible. switched to Mediacom and had consistent strong signal through a cable connection. Switched to T-Mobile and feel like I'm back to dial up service. Going to have to pay 110.00 installation to go back to Mediacom.

You have a very rude employee

I went the other day by the store and she was dancing and I ask her a question about a tele phone and she could not answer

She was by the manager and they both laugh

You need to put manners on your employees

Very dissapionted

I ask her name she goes by the name of brenda

Also the music they put in the store with bad language

Dont recomend this store it looks that they do whatever they what like employess like managers.

This company is a bunch of crooks and the main goal here is to cheat you out of as much money as they possibly can. Wait until you close your account and they will send a bill for hundreds of dollars for equipment, past due bills and any other charges they can come with. Even after three months they are still sending me bills and always for more money.

I went into the T-mobile store on December 1,2021 403 N Reading RD Ephrata,Pa. [protected] I talked to a sale rep about the Promotions they were running at that time. She told me IPhone 12 on us was one of the promotions at that time. I was told that I would get 400 dollars for my IPhone 6S and my wife would get 780 dollars for her IPhone XR The service plan was the Magenta 55+ 70 dollars a month with autopay taxes are included. Comes with 5gb of 5G hotspot. Netflix on us and unlimited talk and text and data. Tylin was her name and the managers name is Tony. I told them I would talk to my wife about this promotion and let them know. So I talked with my wife and we both went back to the store the next day December 2, 2021 to make the deal. We went over the promotion Tylin put in writing and started the process. When they went back to get the new IPhones they discovered that they didn’t have any IPhone 12’s in stock, but they had 13’s in stock. My wife said she would kept her XR because it was only 1 year old. Tony said why would you kept that phone when you can get An IPhone 13 for free. So I said to Tony your going to give us the same deal for IPhone 13’s he said yes so we made the deal I got a IPhone 13 mini and my wife got a 13. Everyone was happy and we went on are way. Late that month when we got are first bill I was in shock are bill was 106 dollars and change. I went the store right away and was told that the promotion would kick in on the second bill I we would get credit for the first bill. I had ask at least 4 time what my bill would be per month and was told 80.00 for 30 months than 70.00 a month there after. January bill came the amount was 96 and change so back to the store I went they told me to call customer service. I called customer service and was told that I was put on a buy one get one free promotion and that I was paying for the IPhone 13 not the mini which is what they told me at the store. So I go back to the store neither Tylin or Tony are there still no resolution.

I have been a customer with T- Mobile for 3 years first I got lied and manipulated into services to activate the lines in the very beginning by being told I woad receiving g free iPhones for starting g business with t-mobile. Secondly I thought once again I was receiving a promotion with t-mobile and got sent a glacé watch 2 and never received a charger therefore never got to use this line but was once again charged for the device and the service when it never even got turned on

Physically. Now I suspended my services and I had an iPad and tablet stolen from me and disconnected those services and the service kept

Getting deactivated by someone that had my information due to the fact of it being stored in the device so they refunded me the money but because of all I went through they now we’re going g to give me a new iPhone 13 pro max and the new Apple Watch for free considering one I payed for the galaxy 2 watch which I still have and can not do anything I have been told by 3 customer service reps that they were escalating this to there supervisor well once again I called today and spent over 2 hrs on the phone repeating myself over and over until a very inconsiderate arrogant inadequate inappropriate rude lack of customer service skills got on the line spoke very rudely to me and then cut me off would not even let me explain the situation he told me to have a good day and hung the line up on me. I would like to understand we’re anyone that works in the customer service field and not only is a supervisor but a representative for T-Mobile were their favorite saying is were here to help and don’t worry we will resolve this issue today. I have never spent so much time on the phone with my cellular provider I am totally at rage and disgust at how I can be treated like this after never missing a payment report I g basically false advertisement by getting me to leave my last carrier to come to t-mobile and if I did that my phones would be free but come to find out I was lied to and had to pay for them right their I should of backed out of my obligation to even accept that type of customer service but no I continued on so now they promise me many things due to once again their negligence and I’m in the wrong? How? Why? By calling them and activating more services that one don’t even work 2 adding more money into there business I have never experienced a supervisor hang up the line all because there business is at fault! I am going to make sure every thing I can possibly do to get them to pay me back the mo ey that was taken from me along with what they promised me and I’m going to end my service of 3 years with them I will make sure to let every single person know about how much they lie do not care about your business or you as a person and when they are definitely wrong they actually hang up the phone and they are in a higher position? How is that even any type of ok or what happened to the customer is always right? It’s ok bc now I’m going to call the BBB and I’m also calling the head quarters for a investigation.

Dropped calls for going on 8 months and slow internet. I have called about 100 times in 8 months complaining about my problems, was told after getting a5 g phone in sept. 21 that 5 g would work. After complaining more I was told that Jan 22 that service would be fixed.

Yo fui con mi esposo a cambiar su numero de telefono porque el tenia una amiga que se pasaba llamadolo y el opto por ir a cambiar el numero de telefono. Pero que pasa? Hace dias que el esta recibiendo llamadas telefonicas de la muchacha como ella obtuvo su numero. Pues resulta que hay una empleada que trabaja en el mall de centro del sur ponce y le dio el numero de mi esposo ella misma se lo dijo a mi esposo que ella se lo habia dado,

Lo que no entiendo como es posible que una empleada se preste para hacer esto y como es posible que ustedes tengan esas clases de personas trabajando ahi haciendo esto. Y tambien pregunto que clases de gerenciales tiene ahi que no saben lo que hacen los empleados.

Esta es la 2 vez que hago este queja y todavia veo a la empleada trabajando ahi.Acaso aqui no cojen clases de respeto de falta de etiqueta integridad.

Esto sucedio en la tienda del centro del sur en puerto rico. No dan seguimiento a los trabajos que hacen entrando a cuentas privadas, si es capaz de darle su numero es capaz de darle otra informacion

I need money

In November of 2021, I mistakenly tried to switch to T-Mobile but ended up switching back to my other carrier. In the chaos, it turned out that I had bill credits that totaled $531.38 and they were charging me for a service that I did not have. I called into the customer care line and tried to get it resolved, to close the account and send the money to my bank account. They said they would and I waited for two months for the money to come. Well this February, I received another bill and my credits had dropped down to $233.16, so I called back in on three separate occasions trying to get the money. I gave all the relevant banking information and was given the same refund ID each time. The first and second time, they said the money would take around 3 weeks to get there because that's how the billing cycle went. The final two instances, they said the money would be in my account within one to three business days. The time has now passed by and still no sign of the money I'm owed.

T-Mobile purchased Sprint and they forced all Sprint users to migrate over to their system in fall of 2021. After migration, I made payments to T-Mobile, had additional devices added and removed from my account, made purchases, etc. However, after three attempts to be given access to my account T-Mobile kept telling me that my PIN was incorrect and my social security was incorrect and they could do nothing to verify my account. (Yes, they told me that my social security number that I was assigned when I was 8 years old is incorrect.) Their only solution was to go to a store location (where I have been several times to make purchases) to verify my account. No admission of their mistake. No offer to provide compensation for the inconvenience. Nothing! Just "your information is incorrect so we cannot activate your account". But you can take my money and sell me more products. There is something seriously wrong with this company. Outside of the Customer Care Team member "Blake in Bellingham", this company is a great disappointment.