T-Mobile USA
reviews and complaints

On 2/18/2022 I went to t-mobile to sign up for the 55+ plan. At that time, no out of pocket expense was suppose to be incurred. There were free phones involved, but we did not want a new phone, just wanted to use the ones we had. Our phones were AT&T and they were locked, and they were unsuccessful in getting them unlocked, but they wrote up my contract and activated the chips, even though we could not use them in our phones and told us to keep trying to get in touch with AT&T, which we also were unable to do and they were busy on Saturday and closed on Sunday, so we went back on the 2/22 which they put us on another 55+ plan with a phone, one was free and the other was put in our plan with monthly payments, after a deposit. I was having issue with my phone and stopped by the store again during the week. I think I did manage to create an account to get us going, but was still having issues. So I went back on 2/28 frustrated and all and told them I wanted to end my service with them since my phone was still not operating as it should and my work app was not working the way it should. The Manager and store clerk were not happy at all. I didn't even have the phone for 7 days and he charged me for a re-stock, which I knew he could waived, since we didn't use the phone and I had everything the phone came with, even the plastic covering for the phone. Any way they took the phone and the chips they discarded right in the front of me and gave me back my refund. Far as i was concern, my ties were over with them. This all happened between 2/18 and 2/28. That same night I went to AT&T and they gave me a chip for my old phone and turned my phone on. Did not have anything of T-Mobile any longer. Then to my surprised I got a bill from T-Mobile for $192.42. I immediately contacted them and gave them the account# on the bill and when I asked them what the bill was for no one could tell me. I was then asked to go to the store and take it up with them, which I did and they turned around and called the 800 CS#. The Rep told the store that they would look into and get back to me. The Manage also told me, that the reason they charged me was because I didn't call to cancel my service and I was suppose to. I told him that he did not tell me that the night we retuned their phone and he discarded the chips that were in the phone and that was not told to me. But he ensured me that the Customer Service would take care of it, as a result of the conversation that was held. Waited for them to contact me which they said they were, but that did not happened, they sent me another bill for $123.09 for charges thru April 18th. What charges? I ended my services with them on 2/28 so what charges am I being billed for. I do not owe T-Mobile anything and to be not only billing me but threating my credit report, makes me very angry. I think these charges are very dishonest and I should not be paying for something I never had. I was late in getting back to them about the $123.09 bill, but I was attending to health issues. I want this resolve and I want T-Mobile to leave me alone. I don't owe them any money. Having problems sending photos to my email from my phone to save and attach to this email from my desk top. will try to see if I can send them directly from my phone, since they are save in a file there. Or do you have an email I can send it do?

I purchased a SIM card kit for $35 to put in a phone I already owned. I was given the option to activate it myself once the purchase was made, but when I attempted to, the activation failed. When I called to ask for help, the CSR told me I couldn't activate the SIM card myself (despite having been given the option to do so) and I was told I'd have to buy another SIM card kit then call in to T-Mobile CSR and have them activate the card for me. So, I did that. I purchased another SIM card for another $35 and called in to have it activated. The CSR couldn't get the phone working and stalled by telling me she'd call back in half an hour when, in fact, she knew they would be closing. Apparently, this is one of T-Mobile's rackets. Have people purchase the SIM card kits, and when they don't work, just shrug their corporate shoulders and do nothing. I am well aware that prepaid products and services are non-refundable, but that's grossly unethical if you're selling me a product or service that doesn't work in the first place.

I bought your internet service in feb 2022 I was told it would cost me $40. a month I received your letter a mouth later fo $50. a month an knoe I recieved another letter for $60. a month

I was told by your rrepresentative and confired by 2 other representative when i purchase the service I havetrried to get through youre phone system with no luck. And went back to the store 3 timed verified what I paid with no action store 1641 suprise az

Please help me jerry denzin [protected] email [protected]@gmail.com

your system works good I m retired on disablity

accont # is [protected] address13714 countryside dr sun city west az 85375

lest 4 # of my social 2027 they do not reconize my pin 6 9 1944

This started 3 months ago, I went on a cruise, while in the cruise I receive a text from T-Mobile saying that one of my phone has made $600 of international calls , which right away I call T-Mobile and explain that that line was never use , they told me they will investigate not to worry , one month after I get a text message saying that my balance was still growing, I was told T-Mobile will call Me back but they never did , I call them again they only know how to say I’m sorry but they don’t fix anything, again they told me they are going to Investigate, to plase wait , again 1 more month pass I receive a message that my line was going to be shot down. I call them again u spoke to a supervisor I told him , that this is already a joke , I ended up paying for a bill that it was even fair because I didn’t make does calls , u pay because I need my phone to work I told them my phone is a part of my job my patien life depends on me been on my phone in case I’d emergency, but no one cares . I had always have automatic payment, the first representative told me that she’s going to remove the auto payment until the problem was fix , it was not my idea. After I ended up paying for the bill that I shouldn’t ever pay to begin with. They assured me that everything was going to be set up like always. Now I get an other message from T-Mobile that my payment is due! What’s going on, this is not a game when I say my patients live depends on me answering my phone for them for any medical reasons. I can’t be dealing with this problem every months. Again I have T-Mobile for 13 years I never been late in my life , ever sense march the first problems , it’s a every month situation, this is so overwhelming.

I recently filed a complaint about t moblie and checked today to see if there was a response and i seen it was marked resolved.

There has been nothing done to resolve this matter.

why if I go over my time can't I buy extra time? When the bill is paid why wait start date which May 29 2022 credit card payment easy-pay Just restart my internet service as soon the bill is paid. Why don't you just add about $1.00 a day for over use that would make customer happy. I have tried to answer your E mail for 2 days I am a new customer as of April 20 2022. The start date of my problem May 20 2022 the date which the bill was paid. At least ATT had me running on the day the the bill was paid. I am not very happy with T mobile. I guess I will have to look for a new carrier.

After allowing autopay on my T-Mobile account, I was appalled to find that after one year they had overcharged me over 1k.

Charges were appalling. After calling to cancel a line of service on Aug 30 2021 due to DEATH in the family, They instead suspended the line and began charging me a separate $90 per month. My phone bill became 200-350$ per month for one line of service (that I knew about). I’ve spent 40+ hours on the phone to no avail.

After months of seeking refunds, T-Mobile has evaded paying back the money they have stolen.

I went to the T-Mobile website and chat que and inquired about transferring from metro pc where I Was paying 90 a month total for 3 phones and unlimited everything, they said I would need to get new 5g compatible phones I asked what free 5g phones I could get they recommended The 21g Samsung which I could get two free I wanted to get a iPhone but didn’t want to get a new one but a cheaper older one to save money they got me one for 16 a month and would still be able to stay under the 120 a month I said great let’s do it they said they would ship me the phones then I could go to local T-Mobile store to activate them and that for the first two to three months bills would seem out of wack that billing would need that time to reverse the credits that they would have to temporarily charge me for the phones. also suggested that I get the service plan because replacing the phones if damaged would be expensive and that for 26 a month total it was well worth it another lie.4 months in getting charged 240+ a month and now they say my phones were aren’t free and I have to pay 36+ a month for one of my s21 phones and my bill will be 150+ a month and I can’t cancel and nothing I can do if I cancel I have to pay full price on all 3 phones. I told them I was pissed and would tell everyone to stay away from them they scam customers

I recently opened an account with tmoblie. When I went to the store I was looking for service for two lines and to get two new phones. He told me I could save money by signing up for the magenta max plan when would give me three line the third one would be free and by doing that I could then get both of the phones for free, I signed up for the plan and since I didnt need the third line he had me the sim card to the "third line".

So I had a phone and my sister had a phone and then I had the third sim card. A few months go by and my sister had her purse stolen with her phone inside, I propely notified them and the number and number were canceled.

When the next bill came I noticed that a phone was on there that I did not have. I called them and they said that was number that went to the third line. They said it was activated and assigned to an unknown device. Except the sim card to the third line was and is still in my wallet, never even been removed from the card it was attached to the day I opened my account. Originally the later I spoke to was rude and basically said I was lying. I told trhem I would be happy to take it to one the stores where I live and show them that the card had never been used, that I still had it and it was never put into a phone.

I did just that but they said my account showed it was active and in a phone despite the fact I had it in my hand. I told them I wanted that number removed from my bill / acct and mine to be the only one on my acct. They refused to do so and no explanation as to why or why I was paying for two lines when there was only one being used. They said they would look into the situation and would figure out what had happened and email an adjusted bill. To my surprise they never looked into anything after I left the store that and preseated to send I higher bill with the other line still on my acct and when I asked again for someone to please figure out was going and that I was not paying for phone line I never activated they shut my phone off a few days later.

Now I have an outstanding bill no phone and anyone willing to explain how this has happened. Can someone please explain this to me and fix my account.

I have another issue with them also the day I opened the account I asked them if they offered government cell service or could set me up on the broadband connection due to covid that the companies were offering to help people during the pademic, I was told that there company did not participate in that program so I would have to sign up for regular service which I did. Despite the fact that I had been approved for the discounted broadband connection, I believe that was what it is called.

I have been advised to notify the company who handles that program which I did and they said I needed to file a report with the fcc for that issue.

I dont want to file a bunch of complaints I just want my account fixed. Please contacted me asap.

Thank you please contact me by email at [protected]@aol.com or [protected]@gmail.com

I was a Sprint customer who had no issues until I was forced to change my Sprint SIMS card for a TMobile SIMS card. Since that took place I have had nothing but trouble with service.

Calls drop, Calls don't connect and I can't use TMobile Internet on the phone. I have to connect to my home WIFI to make calls and use internet services. NONE of this was a problem until the SIMS card change.

It has been over a month and a half with no help from TMobile customer service or Tech services.

I am making formal complaints to the FCC, FTC and the Texas Attorney Generals Office of Fraud since you use my bank card to access payment which in effect is Theft By Credit Card.

My husband and I were switched from the now defunct Sprint network last year and were promised a $50 discount if I became the responsible party because I am over 55 years old and my husband is not.

When I gave the rep my info, she stated there was another active account with my SS number and the changeover could not take place until I visited the store.

When I went there, I was told another customer had enrolled under my SS number and until their account number was corrected ,I could not become the primary account holder and save the $50.

So, forward to today ,when I spent an entire hour on the phone trying to set up this fictive (?) account in my name, only to be told at the very end, I would have visit the store again in person , present not only my drivers license but also my social security card (!) and send this additional info to their fraud department where a "decision " would be made after a credit check to determine whether I could open this account at all!

Meanwhile, we are being charged the regular rate ($156) instead of the $100 advertised.

Supposedly, the other customer corrected their SS number, but there is still a fraud alert on MY SS number necessitating extra ID on my part.

I went into the store and let them know how furious I was that these overseas reps could not (or would not) correct this self-made problem. (How is it even possible to open an account with the wrong SS number?)

T Mobile has no in-store managers or arbitrators to handle this stupid mess, so I told them I would file complaints, and pay off the remaining contract amount and switch to a better carrier with US reps who would never allow this to happen in the first place.

Mediocre service, awful employees!

Apparently being a loyal T-Mobile customer for years means nothing, they only want to give promotions for new customers or for more service like adding a line...what about us valued customers that have been with you for years, a little discount on a new phone would be nice...I just can't understand why loyalty means less than being a new customer, with new customers they might switch after the two years they pay off their phone, but loyal customers who have been with you for more than 5 years ought to get some kind of discount for staying loyal to you

Rec'd ltr from P.O. 629025 El Dorado CA 95762 T Mobile telling me I owed $60.51 and needed to send same to T Mobile PO Box 742596 Cincinnati OH [protected]. Contained Account# [protected]. Gave number to call tp pay same as [protected]. Called and the BS, no help, refusale to answer my questions went on and on! Could not give me suppose telephone number services billed to. Could not givwe me SIM Card number for tracing with local Sheriff Dwept to find out if any phone having said number existed, in my name, and in what city and state it was located. Refused to send me any Email to my homecomputer giving me any account or billing data suppose in T-Mobile file. On and on. I called the State Attorney Gebneral Office and have appoint ment next week to meet them and file interstate fraud/criminal activity charges. Theytsaid they would call the FBI and alert them to posible large scale crime ring operations, and I was informed to see local Post Master ti file formal charges with U.S. Post Office. T Mobile is no help at all fixing problem they did!

I went to a t-mobile store in brown mills new jersey and bought a new cell phone and opened an account. When I got home the cell phone had no signal in my area.. I drove around my neighborhood and there was not signal so I called the store and they told me to use the wi-fi calling.. The next day I took the phone back and returned everything in perfect condition, I only had it 2 days total. They told me at the store it would all be returned and they would waive any restocking fees because it was only 2 days. They sent me 2 bills since then which I called and they said they removes the monthly charges and the bill was clear. Then I got another bill for 109.00. I do not owe them anything so a month later they put a bill for 90.00 into collections and I got the bill from them… I sent a check with the 90.00 just so they will not ruin my credit and told them I do not owe them the money but cash my check and clear out and close my account..

Today at 10:39 A. M on 4/26 I called Tmobil customer service and Spoke with Sol, I asked start a claim for my Galaxy Ultra 21 that had accidental damage yesterday. It was accidently dropped and the screen broke. Sol checked my insurance and said I had the best insurance available and she would transfer me over to the team to processes the claim and for the type of coverage I have I would pay only $99 for deductible. Then being transferred over to the Assurant claim department the next representative asked me for the same basic information and also siad my deductible would be $99. He sent an Email to continue with the claim and as im putting in all the same basic information I said my deducible is $249. I called Tmobile back at 11:05 A. M to ask why this showed a different amount and they said my phone required a deposit for $249. I then asked to speak to a supervisor because I was given false information 2 multiple times by 2 representatives (Sol with Tmobile customer service and a representative from Assurant) stating that I would pay $99 after them looking at all my information and knowing what phone I had. This superior just continued to tell me that my deductible is $249 and said they didn't give me the proper information so they would address this with both representatives that gave me the false information. I asked for the representatives Names and employee Id numbers for the complaint I was going to address and he denied to give me this information. I was still obligated to pay the $249, now Im going to be late for my Tmobile payment because of this unexpected overcharge for $249. Im furious and the customer service did nothing to help or understand the roundabout I was given. I will not be recommending Tmobil or Assurant insurance moving forward. I will be looking into legal advise from all the false information I was given today.

I am one of the thousands of T Mobile legacy prepaid flip phone users that had to “upgrade” to 4G. I bought from their pre-paid site an Alcatel go flip 4. It worked fine for a while. I even ordered one for my brother who is on the same type legacy plan. Then my phone started locking up and I’d have to remove the battery and restart. I finally figured out that it was locking up when the Bluetooth tried to link up with either one of my vehicles so I could have hands free calling. I took it to my local dealer who tested it thoroughly and was going to send it back for me. When she tried she learned that if you’re in the prepaid plan the warranty is for 14 days. After that you’re out of luck. Numerous call to T Mobile prepaid department and Alcatel got me nowhere. By this time my brothers was locking up using Bluetooth as well. So I figured the Alcatel was junk and I’d just have to eat the $130, and ordered a sonim xp3plus for $245. It worked fine FOR A WHILE. Then I discovered it would no longer display a text sent from a computer anymore even though I had tested it when I first got the phone and it worked fine. I noticed the problem when my email provider wanted me to change my password and sent me a text with a temporary password. The text would not display. Texts for other cell phones work ok, but not from a computer, either my PC or AT&T’s. So I’m locked out of my email. More calls to T mobile tech support yield nothing. They claim it should be working. But I keep getting this nag message on my phone wanting me to purchase T Mobile direct connect service so I can get “free” SMS (text) messages. I even took the SIM card out of the sonim and put it in the Alcatel and still a text from a computer will not show up. But both of these phones worked fine for a few days.

I have a theory: T Mobile is “adjusting” the SIM cards of legacy users to cause them enough aggravation that they will abandon the plan they have had for years and force them to “upgrade” to a conventional “smart” phone. How else could phones that worked fine in the first 2 weeks suddenly develop weird problems? And one of our local T Mobil stores has a sign that states to the effect that T Mobil will support the legacy plans “for a while”. How kind of them.

I have been trying to replace my iPhone under the phone insurance I've been paying or for two year. I first went into the store, they said since I was covered and to call their number an a new phone would be mailed out the next day... So, I did. It's been three weeks since I've tried to replace my phone, I've called several times with nothing but a run-around. I keep getting passed around to (from country to country) the T-Mobile representatives who are difficult to communicate. The website they say to use is useless as well, it says to then call... it said I didn't have a claim, which I do. UGH! I highly discourage anyone to use T-Mobile. Sprint was awesome. I cannot stand T-Mobile or their so called insurance company. I still have not gotten through to get my replaced. I've also been hung up on twice! We will be switching cell phone carrier as soon as I have this (if I can) get my phone replaced. T-Mobile Insurance is a sham.

Internet is hour glassing all the time. I reset the hotspot and it doesn't matter. Our download speeds are 3 mbps and worse it drops all the time.

Don't believe T-Mobile promotions. It is bait and switch from the start. And bait and switch every time I call them to try and claim the price I was promised.

I signed up a year ago for a T-Mobile promotion promising me 4 lines for the price of three, an allowance for all three phones I turned in sufficient to cover the cost of the new devices through monthly rebates. The total cost was to be $105/month. I asked repeatedly if this was the price and that the new phones would be covered by these promised rebates. When I was assured of this multiple times, I went ahead and signed up for the service.

Instead of $105/month (plus a $35/month data upgrade I put on after a month) My monthly bills are $240-$260 per month or more at times, not the $140 it should be. To try and get this right, I have called or gotten on the chat line at least half a dozen times this past year, probably more, and was once on the chat for 10 hours. The other conversations or chats all took hours. All customer service people are very polite, say they will fix the problem. No one ever does. They almost promise, almost make the deal to make it right, and then it's put me on hold and then come back with a different answer or to start all over again. Sometimes when I demand to talk to a supervisor, they put someone else on the line, and they do the same thing: say they will take care of it, but then they never do. Bait and switch all the way, every time. Only occasionally do I get a promised call back. At this point, they have overcharged me over $1,000. All of the early promises and subsequent conversations and chats are in the T-Mobile records.

I left another carrier after more than two decades to lower my costs, which were about $220/month for four lines. Now my costs are higher! I plan to switch to another carrier by the end of the summer when I see a promotion elsewhere that is attractive. No other carrier could be more dishonest than T-mobile has been with me.

I signed with T-Mobile in Dec 2021. After 4 months, I dropped them. When I first signed on, they did not tell me that the nearest cell tower was 2 miles away, so the cell service was spotty. They argued they won't change bill even when I showed them pics of all my dropped calls, etc. They promised a booster, month after month, which they never sent. They gave me an "extra free" Sim card I did not need, and when I left, charged me for that "free" card. Simply put, not matter the merger with Sprint, bla-bla-bla, they still are a bottom feeder.