T-Mobile USA review: Phones customer service

Dear T-Mobile Customer Support,

I am writing to express my extreme disappointment with the level of customer service I received today, particularly from your call center located in the Philippines.

After being transferred multiple times without any resolution, I spoke with a supervisor named Jules, who was not only impatient but also seemed visibly frustrated with having to handle my concerns. As a loyal customer who has been with Sprint and now T-Mobile for years, this experience was both upsetting and unacceptable.

All I needed was to pay a past due balance of $20 over the phone because your website and app were malfunctioning all day, preventing me from logging in. Despite providing my unique account PIN and all necessary verification details, I was told I could not be helped because my line—due to your technical issues—was not working, and I had to call from a non-T-Mobile number. Additionally, your team claimed that other lines on the account (used by my children) were the primary account holders, which is entirely inaccurate.

I find it absurd that after paying nearly $600 a month for T-Mobile services, I was met with this level of inefficiency, disregard, and disrespect. This situation must be corrected immediately.

I expect a direct response, a resolution to this issue, and a formal apology for the unacceptable treatment I received.

Sincerely,