T-Mobile USA
reviews and complaints

In December of 2021, I upgraded my wife's phone and took advantage of T-Mobile's special promotion to also acquire the Samsung Watch 4 LTE and add an extra line at $10 per month so the watch could function as a phone without having the primary phone nearby. A total of just under $700 was spent on the acquisitions, plus $10/month for the watch phone service.

Gaby was the retail clerk who sold us the Samsung items and set up both the phone and the watch.

Since that time, we have had numerous problems with the watch and have been to the T-Mobile store on multiple occasions in an effort to get things fixed. This is store 737D operated by Spark Wireless, LLC and located at 890 William Hilton Parkway, Unit 28, Hilton Head, SC 29928.

The primary problem for the store visit on February 28 had to do with the watch not holding a charge, our inability to adjust certain settings, and the fact that it was a 3G system which would soon not be available. Upon checking, Nikki first advised that this watch would not work without the phone being present. After checking with the manager, she then said it was the correct watch to be used without the phone, but that it needed a different service other than what we purchased. She tried but couldn’t locate the service that was supposedly needed and stated we’d have to contact T-Mobile’s tech support to get what was needed and also advised that there would be a different cost.

I reminded Nikki that they sold us the products and system based on full knowledge of my wife’s intended use. The purchases were based on specific requirements and if the watch or service were not proper, then the entire transaction should be negated. She said it was too late, that we only have 14 days to return items for a credit or refund. I then asked for the contact information for their regional manager. That request was refused.

The phone and watch were a Christmas gift for my wife. The watch has not functioned properly since day one. Now we are being told it’s the wrong watch, not the right program or service, and no one knows why the watch will not hold a charge for more than 6-7 hours when Samsung advertised a battery life of 40 hours.

This is not the type of service we expected when we switched carriers. This problem needs to be addressed immediately, either by way of a proper fix or a full refund.

Buenos dias quiero reportar uma empleada, resulta que mi esposo fue a cambiar su numero de telefono hace varias semanas, porque el tenia una amiga que lo llamaba 2 y 3 veces al dia resulta que la muchacha empezo a llamarlo otra vez. Mi pregunta fue como el obtuvo ese numero pues resulta que una empleada que trabaja en el mall del centro del sur se lo dio entrando a la cuenta de mi esposo sin su autorizacion.Como lo sabemos ella misma se lo dijo a el que su amiga se lo habia dado. Ahora yo pregunto como una empleada hizo eso donde estan los gerenciales de esa tienda cualquier empleado entran a las cuentas de los clientes asi porque si... No voy a dar el nombre de la empleada por ahora pero mas adelante si. Estamos bien molesto con esta compania y si esto vuelve a suceder tomare accion legal. Y hablare de la compania por todas lasa redes delo sucedido de la clase de empleados que tiene ahi. Es una falta de respeto. Donde esta la integridad.

So I paid for this next month a few days ago and our hotspot is to have all new data on the 23rd but nothing has changed. Last months data is already gone and this month hasn't kicked because metros service for this months data is still not on.

I decided to make a switch from T-Mobile due to your incompetent not only customer service people but your Supervisors as well your customer service Angelica kept me on hold Sunday night for 1 and 1/2 hours and never could find a s7upervisor that was busy Tonight 2/22/2022 I called again and have been on hold over 2 hour waiting for a supervisor again still. This about a bill that one of your supervisors said yes they found the error that I was charged 60,00 for and

she refunded back to the bank on Feb. 7th, I am getting charges now about that I owe sixty dollars again and after the two hours of waiting could find thr payment on the 4th that T-Mobile took and she saw the refund of 60.00 dollars was refunded because I did not owe nothing but could not read the side notes on the paper and got disconnect some how. So I have called back and now its been another hour and now they cant find a manager but they are looking, I really think that you should have knowledgeable people working there it is quite odd they found her notes on the refund but the your billing department did not get a copy to me this is a fraudulent bill and that if somebody in billing should be taken care of that. I have a perfect credit record and also was never late on a payment because I thought you were trustable enough to do that now you are sending me letter saying you are going to send this to the credit bureau, it not the money it is the incompetence pf your employee I saw another place called fair shake and let them know as well. I will be taking it even further this ridiculous it has been another half hour and she told me she was working from home and she can't find a supervisor and had been calling for one but has not even let me know after 20 minutes of waiting with no response from anyone that they where still looking or what I am going to hang up now again from your mistrain staff. But I am not going to go away

while your people are hiding or doing something other than working are family were with your company for 18 years but since you don't seem to care anymore about people you will sent out fraudulent bills, I will be calling the TV station so they can try to help me but will probably get the same treatment.

I

I have been in touch with T-Mobile for 3weeks about a fraudulent account opened in my name. Every single time I have called I have been transferred from one person to another. They open an investigation into my concern and are aware of this illegal account but yet have not closed this criminal account. I have filed a police report and submitted a copy to T-Moblie and yet the account remains open. Thier ticket number to this investigation is [protected] and the fraudulent account number is [protected]. the criminal phone number is [protected].

I bought this phone 5 months on a promotion in the N. Lakeland store on Highway 98. They explained there was a promotion with no contract and I would get a motorola phone and the only stipulation was if I didn't stay with t-mobile for 2 years then I could just return the phone. If I stayed at least 2 years I could keep the phone. From day one I had nothing but trouble but when I brought it back to the guys at the store they said I had a faulty sim card and gave me another one. I tried and locally calls were dropped or they couldn't hear me. I took it for as long as I could and called and cancelled and then went to store I bought it from and tried to give phone back and they said they didn't have the cancellation and wouldn't take phone. I called tmobile, they asked me for a 6 figure code, but for the life of me could not figure out what it was and they told me to go back to the store and tell them to give me the pin. I did and the man I spoke to was rude, obnoxious and made me feel like an idiot. I am done calling and getting no help, and I will not go in that store again. I was pretty shaken up. I am 69 years old and don't need this aggravation. I have since December gotten a new service and phone and don't want this one any longer. Please tell me where to send it. And please stop billing me for a phone I am not using. It's extortion and if you look at my number [protected], you will see no use has been in effect since December. Thank you for your cooperation on what to do at this point.

Technical support informed me app is not working properly. I am trying to fix since 2.10.22 to find port forwarding to get security cameras can be viewed on cell phone. ports forwarding are not open. Costco technical support contacted T-Mobile technical find out that no port forwarding is working now. Strange how T-Mobile launched internet tower without checking app is working properly val. Technical Support in Philippine is useless they don't know anything just waste time I can give proof 2/11/22 spoke to 5 technical support just were wasting time then same on 2/12/22 finally contacted Costco technical support they found problem by communicating T-Mobile that there is no app forwarding excess due to main problem in app in ARCKVD21 GATEWAY BLK KIT. They are trying to fix. T-Mobile should not launch ARCKVD21 GATEWAY BLK KIT when it is not functioning properly and customer should not be charged monthly fee until problem is fixed.

Presently customer can't excess security cameras see live due to port forwarding is not available.

Spectrum and AT&T internet don't port forwarding problem and security cameras can be seen live on your T-Mobile cell phones

I suppose to disconnect my spectrum internet on February 10 .2022 but paying for two internets waiting T-Mobile will fix. T-Mobile technical support does not care for follow up with the customers to let them know situation but sorry to say they are not fully trained. I can give you their name and id number if they provided correctly

After over 10 years of being a Verizon customer I was tempted by T-Mobile's offer of an iPhone13 if I would switch. Well, of course, that was a come on. But, the T-Mobile rep on the phone said that I could get a $500 trade in on my iphone 8. More than Apple or Verizon was offering so I decided to switch. When the new phone came there was nothing about returning the old phone. When I called up T-Mobile, they had no record of a trade in being part of the deal but, this rep said that they would make good on the sales offer. A couple more days passed and no indication that a trade in was being processed so I went to the T-Mobile store in Stamford CT where they explained that there was no trade in deal added to the order. So, I asked to cancel the transaction at the store but they couldn't do that - specifically because they couldn't take back the phone they sent me - since the original order was made on the phone. The original order was placed Feb 3rd. The (2 day shipping) arrived 4 days later on the 7th.

I opened account on 05.03.21 at Tmobile store, Northridge assigned account number last 4 digit 230 phone number given [protected] someone change my street address to 47th street Avenue bank refused pay when street address is not correct. I ask T-Mobile to tell me how and who changed my street address they don't want to tell and spoiled my credit line. I ask them give me detail how long sink up drive was in working condition. T-Mobile has not send me any letter or notice to pay for the drive, TMOBILE FAILED TO EXPLAIN HOW MY STREET ADDRESS CHANGES,

February 12,2022, visited T-Mobile store at 19420 Nordhoff street, Northridge 91324. T-Mobile employee does not want to activate my account until I pay $52.40. I paid amount which was not fair they still did not active my account but want to open new account by checking my credit all the information asking again. Myself and T-Mobile agent was repeating my address again and agin but computer was adding something else. I informed T-Mobile that you have customer service in Philippine may be some going in to account get information because when you call them they give you entirely different information about your account.

T-Mobile never took copy of license of any customer why my driver license on file

Complied with raise of $15.00 more to plan to comply with upgrade promotion. I was qualified for an upgrade for my One Plus phone and I mailed it in after activating my Samsung Galaxy S21 5G. I never received the credit of $800.00 that was the promotion. I have heard this is a problem with Tmobile and need help to get this resolved because I am not going to keep paying when I have a dispute about the price that I am paying without getting my credit.

I have been a customer of Sprint (now TMobil) for 15+ years and, thus, have had the same phone number for that many years. Recently I decided to change my phone coverage to PureTalk USA. I was told that I would need request that my number be ported over to PureTalk, which I did both online and on the phone.

I had to use my friend's LAN line as I had inserted the PureTalk SIM card into my phone in order to activate it. After a day or so I was still unable to get my card/phone registered. When I called PureTalk to let them know the card wasn't working, the rep explained TMobile had turned down the request to port my number over, and that I would need to contact TMobile to request they unlock/release my number.

The next few days were a series of visits to the local TMobile store to obtain my account number and pin number, and calls and chats with TMobile. I related this information to a TMobile rep on the phone (hardly able to understand her and requested several times that she please slow down... language barrier). She informed me my pin number was incorrect. I informed her the agent at the TMobile store had given it to me. On ONE of my phone conversations with a rep, I was asked to answer my security question. It took me 10 minutes, because of the language barrier, to get across the name of my childhood street address. I was told, still, that my answer was incorrect. I finally got him to spell the name correctly however, I found later, that I had written Ln (for Lane) on my security answer and he didn't 'get"that that was what it meant.

The next day, on another phone call, going through all the hoops of the previous couple of days, I was then told to make up a new pin number and thought I was making progress. I was told the number had been ported over to PureTalk and the call ended. I then called PureTalk and was told that they still hadn't released the number.

This time I turned to the"chat" option and was told after 20 minutes of typing that they would need my IMEI number... which is in my phone... which I am locked out of. I explained that I could not at that time get IN to my phone and they simply replied they would need that number. I was very upset and asked to speak to a Supervisor. After a long wait, the same rep came on and said they would need the make and model of my phone, which I gave them. After another long wait the same rep came on and told me that wasn't what their records showed... and before I could reply, she shut down the chat.

I tried ti go back into the site and found my account had been shut down and I was unable to resume a chat. So I gave up. I called PureTalk and told the rep I would need to have a new number as TMobile was refusing to release my number. (Isn't that illegal?). She was very kind and said they have had a lot of similar problems with people trying to switch over with TMobile. I had to order another SIM card, which I was told will take 3-5 days... so I am without my cell phone, and will have to make sure all my contacts... friends, family, and business contacts have my new number. I know. It's a first world problem, but I am so sick and tired of these big billion dollar corporations screwing people over. I put this out on Nextdoor and was amazed at the number of people who have had very similar experiences with TMobile.

I have written a letter to the FCC reporting this and I am hoping they will pay attention and take some action, although I'm not betting on it.

I did a switch from Verizon to T-Mobile hoping that i will get what was promise to me about getting 4 new phones if i switch and get the Magenta Military Max, first there was no phones for getting at the store, and the store saler promise me that as soon as they have the phones they will keep their promise of the promotional offer that was getting $400 as an instant credit as a trade in that i could use for paying the down payment and the $1000 for having the magenta max with the switch, but when they have the phones they told me that i dont have the credit, then i had to call customer service for an increase of my financing credit or AC as they call, what took them like 3 weeks to get approved, by the time that i have the financing approved the promotion was over then i had to call them again and explain them that i was waiting for the phones and for the financing increasing, when i finally could have everything set and the promise that i will get my $400 trade in and the $1000 account credit, happly get into to the store and surprisley the trade in because my phone was green i will only get 180 dollars of instant credit for trade in nothing to do with the 400 that i was promise, but if my phone were gold i will get $360 at the en after 3 months waiting i walked out the store with the worst opinion of the [censored]y service and lack of profesionalisim that T-Mobile have, lack of word and keeping their word, i would never recommend nobody to switch to T-Mobile they are full of liars and false promises for only get you inside of their network. I personally am switching back to Verizon and i regret the time when i took the worst decision of my life of switching to T-Mobile. Hope that people read my comments and don't make the same mistake as i did.

Osmel Jova

[protected]

As a Sprint customer and with migration into T-Mobile was told needed to upgrade phones to T-Mobile and it needed to be 5G. From September 2021 until first of January spoke with various agents of T-Mobile was told we would receive free phones and our bill would not change. Our Statement shows phones are under contract and our bill has increased. We live rural and at this time might have 1-2 bars and it's not even 4Glite. Also received a supposed free promotion of a watch and was told that would not be a billed and yet it is. Have spoken to them regarding all of this and told it would be corrected and it has not, have also written a letter to Corp headquarters and have not heard a thing. Tired of being lied to.

We have been customers with another cellular service for nearly 20 years. There are 4 phone users in my family. We made the bold move to “bring your phone” to T-Mobile and paid off 2 of our remaining contracts and were promised we would receive up to $800 for the move to T-Mobile. Before crossing over to the new network we sent in our screenshots to T-Mobile and filled out the paperwork. We were advised we would need to wait 6-8 weeks for the credit from T-Mobile. After waiting for 3 months we called customer service and were told our paperwork was never filed and that we were past the one month deadline to re file our paperwork to receive our promotional amount. When we were transferred to the promotional dept they said the same and that customer service would “escalate” this case and contact us. No contact. We called customer service in another week or two and were now told that the 2 month deadline had elapsed 5 days before our follow up call and that nothing could be done since we missed the deadline. All this to say that we filed everything the day T-Mobile got 4 new customers to sign up with them. They did not send us any of what we were promised, denied receiving our paperwork, told us we only had one month to file the paperwork, then told us they had extended that deadline to 3 months, and then told us that we did not meet any of their deadlines even with repeated calls to their reward dept and their customer service department. I spent over a 6 hours speaking with representatives at T-Mobile. We did nothing wrong on our end. And we did not receive the promotion we were promised

We pay 100 per month for less than 5 megs down. I've had DSL that blew this away. Can we get us to 10meg down. We have never had that. In Texas we had

225megs down on a bad day. I'm just asking for 10. Please do something.

We use two Alcatel hotspots.

thanks,

Don Preston

I spoke with a representative on the phone and ordered T-Mobile internet service. Easy. The next day the equipment arrived via mail and we installed it. Right away we started having problems, so we called and everything worked fine-until the next morning when we had NO INTERNET! We called and after 2 hours of trying to resolve the issue, we were told that their equipment was faulty and they'd send new equipment out. That was 3 days ago and the new equipment still hasn't arrived, so we decided to switch to another company (who came out right away and hooked up our service). I called T-Mobile and was told that I would need to drive to the nearest store (2 hours away) to be able to cancel the service! I called their corporate office, but was sent to a representative somewhere who could barely speak English. I called the corporate office again and was told that their leadership team does not accept calls anymore and the only live people to speak with are the associates, who can't cancel my service! How ridiculous! NEVER NEVER AGAIN will we try any T-Mobile service or product. I was unable to find any contact info on their current CEO except for the address of their corporate office. We believe that T-Mobile is badly structured and poorly run. We should not have to drive 2 hours to cancel this service.

In October of 2021 my husband purchased a new phone (Samsung Galaxy S21) online, what was shipped to us was not a Samsung Galaxy S21 so we contacted T-Mobile and discussed what would be the easiest way to return the wrong phone and get the correct one, the T mobile rep advised me to ship it back to the company, on October 8th 2021 I shipped the phone back, the phone was delivered to T-Mobile on October 15th at 11:02 am (I have tracking info). As of November 2021, I was still getting charged for the shipped back phone so I spoke to T-Mobile explained the issue and they did a handset request search, they did admit that yes, the box was delivered on October 15th but there was no phone inside the box, when they search the IMEI number they admitted that the phone that I returned was activated on someone else's plan. Because T-Mobile cannot find the phone that I shipped back they said that there is nothing they could do to help me, they told me to contact UPS, I did and they told me to contact T-Mobile. I am lost and don't know where to turn, I am paying for a $1000 phone for someone else. I will be doing a report with BBB and will do anything I can to solve this issue.

I purchased an upgrade to an iPhone 13 through a store branch and the individual told me I would only need to pay $499 for the new phone with this promotion. They did not have the color I wanted in the store so it had to be shipped to my house.
Once received I took the new phone in for a data transfer and to pay the phone off. The representative I worked with there didn't seem to know much about how the promotion works because he didn't inform me that if I pay any of the phone off it will reduce the $400 off promotion. He charged me $627 for the $899 phone that had a $400 off promotion. He didn't explain any of the charges and the receipt was just a single line item with no explanation other than the description of my phone. The representative ensured me that my bill would not go up by the $30 it would have gone up to pay for the phone monthly and they would call customer service to make sure it was settled.
Later that day I called T-Mobile customer service to try to get clarification on the charges and ensure they resolved the phone bill price. The customer service rep, Erica 2056101, had me waiting around for about 30 minutes while she reviewed the account. She explained how paying the phone off voids up to $273 of the $400 off promotion and that the phone is not actually paid off, that there are still 9 months of payments on it and I would receive the $9.10/mo credit for the duration of that 9 months. I requested the remaining $270 of the phone to be paid over the original 30 months instead of 9 months, but she stated that wasn't an option, so I requested a refund and she said there was nothing she could do. She said if I wanted a refund and to go back to the 30 months I would need to go back to the store that charged us.
I went back to the store and they said they could not refund the charge.
I called customer service back, [protected]@T-Mobile, and they were able to, within minute, apply a refund for the $627 and change the plan back to 30 months.

This experiencing was extremely frustrating for many reasons and could have easily been avoiding and resolved several times over with proper education and training.
1) the store clerk who told me I would only have to pay $499 for the phone should have told me the price is only if I pay the full price of the phone over 30 months
2) the store clerk who took my payment should have notified me that doing so would affect the promotional discount.
3) the store clerk who took my payment should have known the correct amount to charge for a full phone payoff, as it seems he was expecting the remaining $273 of the $899 was just going to be stretched out over 30 months and negate the $9.10/mo credit from the promotion.
4) Erica with Customer Service was terrible at explaining things and I had to deduce several facts about this transaction on my own
5) Erica with Customer Service had full capability to refund the amount of charge and should have handled the refund or escalate it to someone who knew how.

On a positive note Jeri with Customer Service did a wonderful job! He was very quick, concise and friendly.

Trying to get a phone upgrade to 5G (your requirement). Was promised a Samsung Galaxy A32. Already upgraded [protected] to that phone on my account. Sprint customer for over 10 years and never ever treated this way...

Stopped at Point store and was told I could only get a revel. I was rudly told to call corporate because they didn't work for sprint/tmobile and couldn't/wouldn't do it contact them for me. Tried 3 times to talk to someone at corporate sprint.

First 2 times was on for an hour and cut off both times without any answer. Today talked to someone that transfered me to Rommel (I think he is in Mumbia as were the first 2). He said he would be able to get me my A32. He then wanted to sell me a watch, then a tablet, then a $30 fee and finally Taxes on the phone before he would ship it. He wanted my Credit Card... I told him to add it to my account #[protected] and said he could not do that... I will not give my CC # to someone in India and felt I was being scammed (Very Uncomfortable!). At the point I said I would not give CC# and needed to talk to his supervisor... he refused and got rude. I ended the call at that point.

Every since T-Mobile has acquired SPRINT, I have had my phone disconnected more than a dozen or more times for "nonpayment". I've challenged them on several occassions that my phone bill is entirely too high just to have 3 phone lines and a IPAD. Each month my bill has been over $1, 000, so I can't catch up. This is of urgent concern for me. I've paid thousands to pay my bill in full at different intervals, but still the next bill is just as much as the previous bill. I would appreciate if someone looked into this matter ASAP. As I am a 100% service connected disabled veteran and this is my only means of communication in the event of an emergency. I will report to the powers that be as well as this platform. Praying a change will come.