T-Mobile USA
reviews and complaints

For several months I have received letters from T-Mobile and now their collections agency asking for payment of a cell phone bill. I have responded by writing to them and telling them I have never had a T-Mobile account and that I do not acknowledge this debt. In my letter, (November 11, 2010) I also asked them to send me a copy of the contract they have on copy which contains my personal information. They have not do so. Instead, I have received notification from Telecheck (December 29, 2010) that I wrote and then cancelled a check I sent to T-Mobiles wireless insurance company, Asurian. I contacted Asurian and they say I have no account with them, and have not sent them any checks. I wireless insurance is included with my cell phone company which I have had for over six years. After doing some checking, I discovered that both T-Moble and Asurian had received fraudulant payment from by acount via the internet six years ago. And although the matter was cleared up, they seem to have accessed my account information again and just to get their bill paid by me. There ought to be a law. Now I have to run around collecting information and notarizing documents just so that I can once again write checks.

The T-mobile representative at the InTouch Wireless kiosk was extremely misleading and had me sign multiple contracts, one with T-mobile and one with InTouch Wireless. When I realized this a couple weeks later I tried to contact this representative and he did not answer nor return my calls. I was going to tell him I wanted to cancel because it was still within the grace period to do so. Since I could not contact this representative I called T-mobile and unfortunately I had to pay the $200 termination fee for the second line, which the representative at InTouch Wireless never informed me of adding this second line. Yes I should have read the contract thoroughly to begin with but T-mobile's representative should have answered my calls and not ignored them! I ended up having to pay not only $200 to T-mobile, but another $200 to InTouch Wireless which is ridiculous! T-mobile allows InTouch Wireless to represent them and I'm sure InTouch gets a lot of business for T-mobile, by ripping off the public!

ok to start off I work with the retail business and I know what customer service is about and 2B wireless does not understand what it is. I ve been with t-mobile since 2005 and they have been really great to me so this is what happened.

My brother bought a phone from "2Bwireless" on 12-23-2010 and when he called me to tell me how much he spent I told him to return it becaused his contract ends in three months nd buyin a phone for 275 dollars wit no internet is expensive when he could jus buy a cheap phone nd wait the three months and get himself a bettet phone for 200 dls wit new contract and internet included, so he went back to the store and the salesman and mgr that were working would not give him the money back due to an absurd "no return policy" thats on the reciept when my brother had already paid but was not informed. Now I talked to the sales clerk and said they were a franchise and that tmobile had nothing to say about there policy...i called tmobile customer care number and they helped me out as much as they could, I know that an authorized dealer gives you 14 days to return the phone if you were not satisfied...this company or franchise on the other hand needs to change there return policy as they are giving tmobile a bad rep...tmobile needs to do something about this or people wil be getting scammed...i do appreciate tmobiles customer care reps for goin out of there way and helping me. I will not do business with 2B wireless again and tmobile should close this store down and make an Authorized dealer that will take care of a customer...thats the only one in yuma besides the radio shacks that are tmobile dealers...thank you for reading..

After my Motorola cliq was damaged I requested a replacement since I was paying insurance. T mobile told me with a 130$ deductible i could receive a comparable replacement since they weren't making the Motorola cliqs anymore which was a my touch slide. After rec the phone it started acting up cutting off (had to remove the battery) to cut back on, could not make calls without doing master resets and if i would respond to a text message it would go to someone else...So tmobile sends me another phone . As I was talking to the very first person i called the phone called someone else in the middle of the convo! I found out that the replacement phones were all refurbished! I called customer care to ask them why were they sending me refurbished phones ? Rep could not say why she just kept saying that they send new or "like new" phones that are under warranty! WHAT?! never did tmobile EVER inform me at any time that insurance for replaced damaged or faulty phones would be "Like New" . I will be writing the BBB along with Clark Howard and changing phone companies! Thanks to a friend of mines for refering me to this site where you can leave complaints!

I am getting tired of T-Mobile. They are charging hidden fees and double payments, and other payments. When we went to pay the 3rd payment last October 3rd they said we did not have a bill. So we ended up not paying the bill cause they said we did not have a bill. Now the October bill came in the mail and creeped on us and is taking Christmas away from me and my girlfriend to buy extra gifts. People at the T-Mobile stores, not the call centers needs to act more professional and when there is extra payments that need to be made they need to take them, not just say we don't have a bill.

Vesta processes millions of prepaid recharge payments each month on behalf of telecom companies and their customers. We continually monitor orders for unauthorized or fraudulent use of payment devices, and actively work with customers to resolve any issues or disputes promptly and fairly. This is evidenced by our “A” rating by the Better Business Bureau.

If you have questions regarding a charge from Vesta on your credit card bill or bank statement, email [protected]@trustvesta.com or call toll free [protected]. A representative will be glad to assist you.

On November 9, 2010, T-Mobile called me with a free trial offer on their laptop webstick. When I first said no, they told me that I wouldnt even be charged to send it back should I want to, and I would not be charged anything until the trial was over. Today, November 22, when I call to tell them I am sending it back, they inform me that I not only have to pay to send it back myself, I am also going to be charged god knows how much for this free trial; and I say only god knows because the representatives refused to tell me how much I would be paying them for this FREE TRIAL. During the course of trying to send back this devils gift that I never should have accepted I was hung up on by the first representative I was unfortunate enough to get. The second representative was not much better, he was very arrogant, and also refused to be helpful in anyway especially when I asked to speak to his manager, I was told someone would get back to me in two days; I do not believe this lie in the slightest.

A warning to current and future T-Mobile customers, DO NOT EXPECT TO BE TREATED HUMANLY; they will lie to you and tell you what you want to hear rather than the truth of what they are doing, they will also steal from you every chance they get by adding services and charges for services that you never asked for nor even inquired about. They have scammed me several times in this way over the years that I have been with them. And they keep customers by this means as well, they lie about the costs of services and products and then force you to have to stay and keep paying them with two year contracts that they make near impossible to end since not one phone EVER makes it to the two year mark.

TMOBILE WILL STEAL YOUR MONEY AND LIE

TO YOU TO GET IT!

I recently went overseas, so BEFORE I left, I went on live-chat with one of T-mobile's agents to enquire about International roaming and text messages, whilst overseas. The Agent explained to me how much I would be charged per Megabyte, if I used my phone for the Internet. I basically did not want any surprize charges when I came back. The "Megabyte" charges would basically equate to $15- per megabyte, which meant that I could e.g., log onto CNN.com approximately 22 times.

I JUST received a Bill for over $300- ! (my monthly average does not exceed $100-). Still worried that I would get a high bill, I turned my phone off the day after I arrived in South Africa. When I queried this fact with them today, they explained to me that I had to "de-activate" my "international roaming"! Apparently the phone still "roams", even if the phone is turned off! Their Agent did not mention anything about this at any stage.

I asked them if they could waive some of the charges, since their Agent did not inform me of this, and I feel that they should take part responsibility, since the chat was all about "charges" and roaming. I have ALL the transcripts between myself and the t-mobile Agents on record.

I am extremely upset about this and hope that my complaint can help other people who are misled on a daily basis about these issues.

I would SINCERELY appreciate if you could assist me in this matter. It is totally unfair and unjust.

Kind regards

Renee Kavanagh (Mrs)
Tel: [protected]

My story starts innocently enough. In 2002 I bought a prepaid phone from T-Mobile.
Since it was a prepay phone I only used it when it was necessary and I bought minutes when I needed them. Over time I earned Gold Status.
I finally in 2008 my original phone died and I bought a New phone. Again I used it sparingly but Kept some minutes on the phone.
Recently I went to add some minutes and my Sim card was deactivated.
I tried to enter my number on the website and it appears my number wasn't being recognized.
I dialed my T Mobile number and a woman answered.
So I call T Mobile customer care to find out what happened and they told me that if I don't use my phone for 90 days that they can recycle the number and deactivate the Sim card.
I had over 60 minutes of talk time was wasn't to expire until 5/11.
I explained this to the agent who transferred me to Another customer care agent who advised that the only option I had was to buy a new Sim card and get a new number. By doing so I would have to begin again as a new customer with no reward bonus.
Mind you, at no time was I contacted by e-mail, snail mail or land line was I informed of a policy change that said you can't have a T Mobile phone as an emergency phone. no matter how often you add minutes if you don't use the phone for over 90 days, you loose the number and minutes you had on the account

on octorber 24th...i purchased t mobil's 750 minutes famiy plan with 3 lines on line, one for my husband, one for myself and one for our 2 children for

emergency. i set up to cancel with at&t service on tuesday. since i made an order late on friday night, t mobile said i would receive
the package on tuesday. but the package arrived on monday when nobody was home.
so i had to make an after hour pick at ups(9pm). i could have been home waiting for package if
i was told the package could arrive on monday. then i spent one hour on the phone setting up my account
and activating service on all 3 phones. i though t mobile sales rep i talked to was wonderful, so helpful and patient.
i enjoyed their service for 1 day and a half.
then midday on wednesday, out of nowhere, t mobile cancelled my service.

t mobile said they cancelled my service for "security reason". since t mobile doesn't have store in my state, they told me to go to radio shack to fax my

front and back of my social security card and my driver icense to them. but like most people, i memorized my ss# and have no idea where my social security

card is. and what ss card can really verify? i thought the best identification is passport.

so i had to take the rest of my work day off to go do what t mobile told me to do. i went to social security office to get new card but it would take 10

days go get the actual new card in the mail, so the officer issued me a temporary one. i then ran to radio shack on the other side of the town, faxed it.
i called them an hour later to check up but it took me 4 tries (repeat same story 4 times) to get to talk to someone who wouldn't transfer me further to

someone else. they said the document i faxed wasn't good enough. i think her name was racheal, told me she couldn't halp me. she said i should send the

phones back and go get service from other phone carrier. way to go t mobie!

that evening i told friend who recommended me to get t mobile service couldn't believe my story, called t mobile to complain. thier customer service told

him that if i go to thier certified retail store (the same radio shack across the town) right now, they would turn it back on. which i did run there for the

second time, faxed it again just to get the same answer half an hour later. i also found out that t mobile had to do the same thing to few other customers

and employees at this radio shack not only have to fax but also have to write cover letters for t mobile.

t mobile refused any kind of help or turning the service back on untill i get my actual ss card or at least offer me the reason of cancelation. instead,
i have to get at&t's one month prepaid service for my iphone i originally have. (shoud have stick with at&t and iphone insead of taking friend's suggestion

to switch to t mobile and wanting to try sumsung which tuened out to be quite annoying with gmail thing)
imagining yourself, your new phone got cancelled for no reason known right after you have emailed and texted family
members and friends and all your contacts your new phone number. how messy your life becomes!

i am very angry and still angry. i called again wanting to return the phone and get my money back.
i was charged $335 for 2 phones and 2 added lines at $50 each, taxes and shippng. there also $35 activation fee each line and montly service of $170 instead

of misleadingly advertised $139.99 a month)
t mobile said i would get money back only if i return these phones in the same new condition. i purchased these phone
with an intention of using it for 2 years and more, i played around with the phone, downloaded some
stuffs in it and got myself locked out of one of (the stupid) sumsung screen by accident (like so many people did).

they are not in the same new condition and at this point, i don't trust anything t mobile said. i believe
they will find all kinds of reasons not to refund me the full amount of money i paid.

it has been only 7 business days or 9 days since this happened. i will update what happen next after i receive my ss card and call t mobile.
t mobile could have ask for these "extra proof" before setting up account or be more civil in dealing with(new)customer than just cut them off and left them high and dry. could t mobile be more lame. boo!

Oh...where to start with this complaint? I joined TMobile in February of 2009 after a bad experience with AT&T but have now started to question if any cell phone providers are worth being with. When I first got my phone and service I was paying almost $100 a month and was had a limited amount of minutes. About a year later, TMobile brought out their unlimited plans for $69.99. I went into my local store and asked how I get on that plan. He said I can be "grandfathered" into the plan without a contract. I was so excited and continued my service until Sprint started offering $50 a month unlimited plans. I cancelled my service with TMobile and told them the plan was too expensive. The man on the phone confirmed everything.
A few weeks later I got my final bill in the mail for $155! They were charging me $55 for the prorated service which is understandable but $100 for contract cancellation. I called the customer service and talkedto a lady named Mary who acted like she didn't have the time of day for me and would not refund the $100. I spoke to her supervisor who pissed me off so bad that I forgot to ask for his name. I explained the situation that I changed to a "no contract plan" so I shouldnt be charged a contract cancellation fee. He said I was correct about not having an additional contract under my recent plan but I still had a couple of months on my previous contract! Are you kidding me? I have two contract at once? The man in the store never told me that. How can I be under two contracts at once but only one plan? The supervisor talked down to me like I was a little child and told me they didn't have to tell me that and that I signed the contract. Thanks TMOBILE for using ambiguoys and hidden verbage to screw over a reliable customer. I told the guy they were crazy and wont see a dime of the $100. I paid my $55 prorated service fee and told him he could go ahead and send the rest to collections because I am not paying it. I am so outraged with TMobile. DO NOT USE THEM AS YOUR SERVICE PROVIDER! If they don't catch you at the beginning, they will catch you at the end. UGH!

TMobile rebate offers are a total fraud. On September 20, 2010 I went into the TMobile retail store to upgrade my phone. The sales agent told me the phone came with a rebate. I submitted all the information. I received a letter claiming the IEM number was incorrect. That is a lie. It is the right number. I just called TMobile and the customer service representative told me this phone did not come with a rebate. Another problem I am having is with the calls. They either do not go through or I get this message: no signal. I signed up for another two year agreement with this company and now I regret it. I traveled 3000 miles from California to Kentucky and finally into North Carolina. There was only one dropped call. Now I cannot get a signal in town or around the state. When calling you have to speak with people from call centers outside of the United States. What a pain. These representatives do not understand anything you are saying. Neither can they help. Today I was fortunate enough to get someone from the United States. Avoid there rebates as they are used to bait you in. Then TMobile never pays out what was offered.

Butch Montano Jr., the Owner of MFM_T-Mobile Limited_Encinitas - a limited retail store for T-Mobil Coporation is suspected of fraud. Montano personally uses the exclusive AT&T I phone for his own personal use. Montano is seeking to raise funds from investors and Santaluz Country Club members to expand his operations. Montano and is company has made application to T-Mobil Corporation to become a full T-Mobil Corporate Store enabling the store to offer more products and services. Butch Montano jr., in his application has made fraudulent statements to T-mobil including financial information. Knowingly submitting false financial statements is fraud. Investors Beware. Santaluz Members Beware.

Fraud by Owner Butch Montano Jr.
T-Mobil
191 N EL CAMINO REAL STE 101
ENCINITAS, CA 92024
Personal Cell # [protected]

Honestly, Tmobile has THE WORST service ever!. I have been a customer for over 3 years and recently just have been running into problem after the problem. First there was the sidekick outage so i bought a Behold then they said the behold had bad reviews anyway when it wasn't working properly so i bought the Cliq xt. Now i can neither receive calls, texts or access my internet. I feel like they are trying to milk as much money out of me as possible! I have never paid a bill late and have continued to buy their products and yet they refuse to waive my cancellation fee when they have not provided me with adequate service. TMOBILE IS A COMPLETE RIP OFF DON"T WASTE YOUR MONEY!

About 3 monts ago they changed my plan without my authorization then added $30 month for sidekick services. I dont own a sidekick, plus some web feature for another phone for an additional amount. When I inquired Customer service and asked the to provide me with proof that I authorized these changes, they became very hostile. To add insult, they even admited that I never utilized or accessed these services, but would not refund/credit me the money. What a greasy group! I have never sued anyone in my life, but gosh, if there is any class action suit in Wisconsin pertaining to this, let me know.

I recently received a new Blackberry from a friend to use with my T-Mobile account. My current cell phone plan only covers 1000 minutes and unlimited texting since I had a texting phone before getting the Blackberry. Mind you, the Blackberry is a smartphone that requires internet services to adequately work properly. When I called T-Mobile to add the internet/data plan to my account, I was told I would be charged for the current month and for the following month in advance when I'm a month-to-month customer. I asked the representative how did she figure that I would be required to pay for a month in advance on a month-to-month contract with them and she told me it was T-Mobile's policy that I pay for services that way when I add a new service to the account. I don't get why a person that pays monthly would have to pay for an extra month up front for a service. Just seems like a scam to me and when I requested to speak to a supervisor in regards to this, the supervisor didn't want to give me any straight answers and even hung up the phone when I said it sounds like "stealing" which it is to me if I'm required to pay an extra month of service and then pay my full bill the following month afterwards. I called back and requested to speak to a supervisor two more times in regards to this issue and was hung up on again. What's the deal with the double charging with T-Mobile.

Okay, I purchased a T Mobile phone back in January 2010. I was satisfied with my phone and my bill @ that time. In April I decided to add another line. I added an internet stick from which I purchased from the T Mobile retail store. Five days later my stick broke as I was taking it out from the side of my laptop. Upon trying to remove the stick from computer the metal piece just stayed in the side of laptop. I called that day to T Mobile to advise them of the problem and to see how we could fix this problem. I was told to contact the store I bought it from. I did so and was told that the store does not take back broke items no matter how long you have it or regardless of how it broke. So, I contacted T Mobile back by phone. I was apologized to by T Mobile and told that there was nothing T Mobile could do. I spoke to several different people and called for several days, I asked what it would take for me to remove the internet service from my bill being it was under a two year contract. The guy I was speaking with told me that I would have to pay a $200 disconnect fee! So, I just gave up. In August, I called back in because my bill was ridiculously high. I had a bill every month for internet service, yet I had no internet access. I called back in in August 5, 2010 and spoke with a lady, luckily they finally removed the service and waved the disconnect fee being they could see that I had not been able to access the internet. I called back again on August 30, 2010 and requested that since T Mobile could see that I had not been able to access the internet for these Months, why not grant me back money that I payed for this service being they had documentation where I called on several occasions in April requesting that they remove this service from my bill. I was told by T Mobile that they could not reimburse my moneys to my account, I should have requested this be removed before. I advised them that I did ask for it to be taken off, however at the time they were very unwilling to do any thing. I was told at that time to have it removed would cost $200 dollars. T Mobile completely gave me the run around, and now that I have payed for several months of internet service that I was unable to use, they are willing to take it off. This is terrible customer care and I am completely dissatisfied!

I changed from T-Mobile to AT&T on July 18th and was still on T-Mobile for an extra 8 days into their billing cycle. They charged me for the whole month. Called customer support and they said they do not pro-rate charges and it's in their legal notice to charge for the whole cycle. That is a blatant rip off, customers do not know about this and I was a loyal customer for years. I do not feel telecommunication companies have a right to charge for services that you are no longer receiving. They are out to get as much money out of consumers as they possibly can.

On July 8, 2010 I paid off this debt Reference # [protected]-13 for the amount of $174.12 for the creditor T-MOBILE WIRELESS. Then I received a letter from another credit agency DRM you had sold the account to them. That check should be sent to them, and the amount they had was $159.12. So I hope you got it strightened out with them that the debt is paid off. I have been in touch with them and my bank and if they do not receive the pay off than that constatutes fraud. Please send me a reciept for the pay off, as I have all the proof on paper that the debt has been paid off. Thank You, Diana Shannon [protected]@hotmail.com

To Whom It May Concern,

I have purchased the My Touch Handset by T-Mobile Wireless Co. In August of 2009 at the price $400.00. Since that time, the device has slowly began to malfunction. As I recall, May 2010 was my first encounter with the defective device. I contacted the customer call center in reference to the issue and my device was replaced but not as a new phone, as a refurbished device. Around five weeks later, I encountered the same issues. The issue was not resolvable via telephone with the customer care center; therefore, a second replacment phone was sent to me but was also refurbished during the month of July. To date (as of August 12, 2010), I have encountered the same issue with the device. All three times, I have complained about the wireless device freezing, telephone powering off and on by itself at different times of the day without any timer directing the device to do so as well as many force closures. I contacted the customer care center again letter then know that this is an on-going issue and seems to be a problem with the type of phone that I have purchased at full retail value of $400.00. I was instrructed by a T-Mobile Representative that I would be taken out of this device and issue a brand new device of the equal value or more. But instead, I was rejected from getting a new device and not even "offered" a replacement of the T-Mobile My Touch but "automatically told" by a T-Mobile Representative that she has put in a request for a replace My Touch without my conscent. I was not offered this because if I had been, I would have asked to escalate the issue to a supervisor or hirer authority. I was also told that there was not anything she could do because of the fact she had already put through for the replacement device and to allow 5 to 7 business days for the delivery. I am "extremely" upset with the service and how I was treated by this representative. I was given the incentive (attitude) as if "O well, we'll just give you another device" but was not concerned with my customer wants and needs in additional to the money that I spent on the device as well as making my bill payments within the time frame alloted to me by T-Mobile with no service interruptions. i believe that itself, me being a wonderful customer, should have been given better treatment then what was offered to me. I am unhappy with the outcome and can not even consider leaving in company because of the charges I will incur for an early cancellation of the T-Mobile contract. What I am asking for is better quality customer service as well as what I am entitled to as a T-Mobile customer. This is the third time that I have had the same issue with the piece of equipment/technology so why is that I am given the same problem again to occur? The new equipment device should have been given to me as I was requesting but instead something that I was not even offered and given the opportunity to accept or deny was processed. IF I was given this opportunity, again, I would have declined and escalated this issue to a superior. Please intervene with this issue with T-Mobile. I have been a customer since 2005 and a very loyal customer at that, but as of right now, I am a dissatisfied customer. Please contact me with an outcome or the next step on how to handle and resolve this issue. My contact information is [protected] and email address is [protected]@gmail.com. Thanking you in advance for your time in reviewing my complaints and my concerns. If you can respond within a reasonable amount of time because my device is not functioning properly, I may be without a phone soon. Thanking you again.

Mrs. Michele Y. Barbee