T-Mobile Reviews

I want to tell the T-Mobile President and all Management about the service we received at one of your small town branches. I particularly want to highlight ** and **, and their co-team and manager. This group is the best and empathetic and Extremely Knowledgeable Mobile Experts We have ever experienced in the mobile service and home service industry. What makes them s Special? Well here are our reasons:

We have 5 phone lines, 2 watches and 3 tablets on our account at T-Mobile. My daughter deals with all the billing, specials,upgrades, all of that. I deal with the 80 yr old with poor eye sight & panic attacks over her phone, the 65 yr old non-phone using person and my own issues. We always go to the Arundel Mills Mall store & I usually ask for Big Kevin but today I had Blake. They are both very thorough, knowledgeable, patient & easy to understand. Today we were making the new Samsung be set up EXACTLY like her old Pixel with the same fonts, set ups and transferring all texts from 1 phone to the other. He fixed everything, made it all look easy, explained why I was having trouble doing some things & made it over all a very pleasant experience.

⭐️⭐️⭐️⭐️⭐️ **Outstanding Service from Wesley—A True Mobile Expert\!** After more than 20 years with AT&T, I walked into T\-Mobile simply to explore my options and left as a new customer\. I traded in my paid\-off iPhone 13 and iPhone 13 Pro and walked out with brand\-new iPhone 17 and iPhone 17 Pro phones, along with cases and screen protectors\.

I had a wonderful experience with Helen **, Mobile Expert Representative at T-Mobile. I came into the store extremely frustrated after my phone had been stolen, and Helen was so attentive, compassionate, and helpful. She took the time to explain everything I needed to know, gave me the information I needed to move forward, and even offered to call the phone insurance company to help me with the process. Helen is extremely knowledgeable and provides exceptional customer service. She truly went above and beyond to make a very stressful situation a little easier.

I have been a T-Mobile customer for more than a decade with three lines, and I have always been very happy with their service and network. Recently, my plan was no longer compatible with 5G, so I needed to upgrade. The representative who assisted me was very efficient and helped me find an affordable and convenient monthly plan that worked well for me. Later, I experienced a small issue regarding a promotion. I called customer service several times, and Matthew was very helpful, although the issue still wasn’t resolved.

I've Had a Commercial account for over 7 years and my first Couple years we're great until my customer care rep left the Company. Since then I've had zero customer assistance until 1 year ago which I thought would be great but she has not been able to do her job. I've complained multiple times about a trade in on my account that was supposed to be credited back to my account. That my bill was out of control. Again no help Until Today 6 months later After I told them I'm leaving. T-Mobile now they're going to credit me 200.00 for 2 phones I traded in that I was supposed to be credited for. Now since I'm leaving I'm being charged full purchase price of the phones And no credit for the 2 phones I traded in.

⭐ 1/5 Stars — Extremely Disappointed with T-Mobile. I am extremely disappointed with my experience with T-Mobile. I was originally a UScellular customer and had to switch to T-Mobile following their acquisition of UScellular. Ever since this transition, my experience has been frustrating, expensive, and inconvenient. I have only one phone, home internet, and an Apple Watch, yet my monthly bills have ranged from $700 to over $1,000. These amounts are absolutely ridiculous for the services I have. I cannot understand how three services could result in such outrageous monthly charges.

Most of the salespeople in the store are friendly and knowledgeable as are the those on the phone. The problem is that what they sell you and promise you doesn’t match what you get. We paid extra for a plan that gives you a free upgrade yearly, problem is, it’s not free and it’s not yearly. After 2 years I had to get a new phone. Well, first they did tell me it wouldn’t really be free, but it would only be $8.00 a month. I finally agreed. Turns out it was $21.25 a month. After about an hour on the phone, they apologized for the “miscommunication“ and are supposedly giving me a $10 credit for 6 months - then it goes back up. No problem whatsoever with not standing behind the original agreement.

Honestly one of the worst phone carriers you could go with. Terrible service in spots that US Cellular did just fine before the sold out to T-Mobile. My brother loses service couple times a day completely, cant place calls or use data, and they don’t give discounts on billing. T-Mobile own us cellular and Mint mobile now, which means 2-3x as many people on cell towers. Terrible business decision they made in order to make more money. And the app is ridiculous. I want to pay my phone bill, not order food or get travel packages or anything else.

I have always had great service with T-Mobile. Until I canceled my service. I cancelled it around the 6th of November and on the 10th I realized it had not been canceled. So I called in customer service and told the sales rep what was going on. She had me on hold for over 20 minutes only to have a manager come on the line to tell me that I needed to go to the store and show my ID to prove the IQ wr was canceling my service. I was not told this in the beginning by the first woman she only told me they couldn't cancel because they would need to prorate the bill. I was okay with this and I told her to cancel.

I switched from T-Mobile because my bill was extremely high. Switched to AT&T and my bill was cut in half. Now that I’m switched T-Mobile canceled my subscriptions as they should have, they took my access away from using the mobile app which that would not allow me to take off the auto pay. Now they charged me for equipment I don’t have or don’t use because I now use AT&T equipment. I head to the store to return the WiFi equipment and they say it will take 20 minutes when I’ve been in the store and seen them just take equipment from people at the door. So they just make up rules as they go along. Let’s not forget this is not the first time T-Mobile took money out of my account. This time they took my rights away from allow them to take it by shutting down my account which they still charged me for half of the lines when they were all switched.

I am extremely disappointed with the customer service I received from T-Mobile. The experience was frustrating and unacceptable. I had to wait on the phone for over an hour in total across two calls, and I had to repeat my concerns multiple times to both the customer service representative and the supervisor. The call was disconnected, and no one from T-Mobile made any effort to call me back. I then had to call again and explain the entire situation all over again. Even after speaking with a supervisor, the issue required additional follow-up.

My brother and I have been members of T-Mobile for something like a decade. After issue upon issue and bill increase after bill increase, we started trying to cancel our plan in September. We tried cancelling through the app; it kept throwing error messages. We kept calling and couldn't get through to support. Finally, we figured out we might be able to port our numbers out to force cancel the account. We called and finally got a person. They helped us port out our lines and told us we wouldn't be billed for the month we had been trying to cancel.

My husband recently purchased an international plan prior to his trip, it did not work. I called and called and every time I was told that it shows it is active from T-Mobile end. Absolutely useless! The "experts" at T-Mobile could not come up with a logical explanation so they assumed maybe the error is from us.... Then they come back with an excuse of limited tower space, lag time (over 1:30 min and the message has not gone). Lord have mercy! These companies want to save a buck so they have call centers outside the U.S and we can barely understand these agents.

Had zero bars in my 4 bar 5g area for 2 days. Online service for outages suck. Pointless to have. Called and was told nothing is wrong with their system, but 4 lines here are having the same issue. I know they have the capability to send out an engineer, but it’s Veteran's Day and they don’t want to pay that money. Being told it will be another 24-48 hours on a business account that I use the device to make money is unacceptable.

The fact that I’ve been a loyal customer for years, paying off two lines, a watch, two pairs of air pods and most importantly internet service. When the representative stated that I would be qualified for a rebate and waiting 7 weeks to find out that I wasn’t approved wasn’t right that was the reason for boosting and getting internet service. Bill already high asf and being a loyal customer is wild!!! Anything a promotion comes out be careful on what u get because its looks like they only care about the money and don’t sure appreciation to those that been wit them for years. Another thing my bill wasn’t set to auto pay but I made the payment on time, tell me why they took that amount out after I paid so I made them refund it back cause it wasn’t set for autopay. Come to find out before my bill was due next month they sent a message that my phone would be off way before my bill was due…How!!! DON’T CHOOSE IT FIND ANOTHER COMPANY.

Scam. Stay away from the company. Had two phones with them was paying on a canceled phone for over a year and was supposed to have credit, never seen it. Closed the account for the second line; they charged me for a whole month after cancellation and then reported it to collections. When I called, they basically tell you they don't cancel the line for a month. Then expect payment. 100% need to be sued.

I have been a customer of T-Mobile for over 15 years. I have notice that my bill keeps increasing because of unused tablet accounts. I have called several times, I even paid off the equipment. When I call T-mobile Business, I get people who don't inspire trust. They keep putting me on hold. I have asked to speak to a supervisor and still get the runaround. They won't cancel the lines, even after I have asked several times. I spend over an hour on the line with Customer Services rep that don't appear to be state side. That only give you options to reduce the bill but won't cancel it. They try to exhaust you to accept a discount then they hit you with the same bill down the road.

This is another review! I have a ton of complaints about this company! I’ve even had a CSR call my home and yell at me about giving his store a bad review! He’s shut down now. Thank God. Hopefully they’ll shut down the location off of 6mile the freaking rip offs! I want you guys to look at the totals on my past phone bills and you will see why I’m so pissed! Also EVERYTHING that I have from them stays hacked! My IPhone, my IPad & my internet box! Unreal!!

Was a US Cellular customer then was switched automatically to T-Mobile & lost my service. Was a nightmare trying to get it activated again. Declined Spectrum's offer of free service for a year because was satisfied with US Cellular. With T-MOBILE, I wasn't getting some voicemails and text messages, or all the sudden dozens of messages would flood through that were old. Because of that decided to switch. I called T-Mobile to verify my billing schedule. She said I was paid up till 10/12, but I wouldn't get a refund. I switched 10/7 & found they charged me more. It wouldn't let me login to see the bill, so called & she isn't sure she can get the bill sent out to me, but I could go to a store to get it. Very frustrating because wait times are long & I shouldn't need to do that. I would like to know why I was charged more, when I already overpaid.

Last month, multiple representatives confirmed a promotion higher than the trade-in value and after hesitancy due to previous experiences and after the last representative confirmation that he saw the promotion in my account, I was notified about the low trade-in value got applied to my account and when I escalated I was literally told: “even if the representative promised you, we cannot do it…”??? Not sure what’s the purpose of talking to T-Mobile representatives if managers cannot honor their promises and commitments to customers??? How can we trust anything they say????

Would absolutely NEVER recommend this company to anyone! Terrible company. I had a new carrier for 3 months, and you somehow locked my phone, and I can't get into it, and apparently none of your "support team" members can help me. So I have a phone fully paid off that I can't access because your company is refusing to unlock it for my new carrier who like I said I have had for 3 months now! If I could leave less than 1 star and still write this review, I would.

Bought a new phone and they didn’t set it up right. Took 7 hours of repeating the same information to customer service to get it working. At the same time tried their wi-fi. It didn’t work and not only that it was extremely difficult to return it. They said they couldn’t get me a label to return it until my next billing cycle, which was two weeks away. Then I only had a 10 day window. I never got the label. So I took it to the store and the store said they wouldn’t accept it because it was more than two weeks old. The people on the phone at customer service said they should accept it and they still wouldn’t. The whole thing was a nightmare. I’m so over T-Mobile.

Without question, T-Mobile is the worst company. My advice is to go to another provider. Out of the blue, they raised my bill from $130 to $207 without saying anything to me. Customer service is horrific. They lie to you to appease you. I spoke with 5 reps, and they all lied to me. I've been with them for 30 years since Nextel, and they don't care about that either. Just horrible and totally frustrating... save yourself the trouble. Do not sign up with them, no matter what they lie to you about.

First of all I am happy with T-Mobile price and service line but customer service and billing is poor. I was promised a free phone for a second phone line I ported in and yet it’s been 5 months and I continue to not get the equipment credit I was promised. Every month I call and they credit me then promise that the following month my bill should be correct but it is not! It’s been 5 months so far and I have to call on every month. The equipment credit is 24 months! I do not want to continue to call in every month for 24 months. They are failing and I am very upset that they can’t straighten or revolve this issue! The free phone promo is beginning to feel like a scam.

Purchased a 30 day 15 GB Roaming Data Pass for a multi overseas country vacation. It was advertised as having unlimited calling also. I was still charged for random calls from each country even when I was on WiFi calling and had my cellular data turned off. They falsely advertised this feature! Just a warning. Could not talk to a real person about this situation.

The Livonia location located on 6 Mile and Middlebelt put ALL these phone lines on my account & also add my Metro phone to my T-Mobile account of which I told them NOT to do, has jacked my phone bill up from $250/mo. to $388/mo. for entirely NO reason. I haven’t added or subtracted anything and no one will adjust my account back to where it was! You freakin' rip offs!!! I’m just gonna have to close my account & take the hit on my credit!!! You guys are awful!!! 🤯

Signed up for internet two years ago for $60/month prepay and was assured this rate will never go up. In August they raised it to $66 unannounced -just appeared on withdraw. Called and their reply..."we no longer offer that plan". They agreed to return the old pricing...but they lied again and gave me one month prior to raising up to $66 again. Like many providers they are liars and cheats and will take advantage. WATCH THEM LIKE A HAWK.

I feel like their customers service agents are unhelpful robots who repeat a generic sale scripts. They are not able to help with anything real. They continue to charge for services after they have been canceled them. They use the excuse of having no proof of contracts signed so they can charge your bank account whenever and however they please.

I needed a new phone and went to the TMobile store in Jeffersonville, IN. This was the last day this store was open and I understand why. The salesperson was totally misleading and apparently had no concerns for what she said, which was all lies. My phone bill went from $209, which included a $12 charge for a apple watch that had been in the drawer for over a year, to $282. The sales "person" assured me my bill would not go up. Absolutely looking at other carriers, after this debacle.

Extremely Disappointed with T-Mobile – Unacceptable Customer Service, Repeated Broken Promises, and a Complete Lack of Accountability. I am writing this review out of complete frustration and disappointment with T-Mobile and the way my family and I have been treated over the past several months. What should have been a relatively simple account correction has turned into an ongoing nightmare of repeated phone calls, wasted time, broken promises, and absolutely no resolution.

IF you are new to T-Mobile, they provide excellent deals to new customers but as you stay as a customer, you find increasingly high bills with no options for lower prices. Loyal customers pay much more than new customers. T-Mobile charges $10 to anyone who does not use the T-Mobile app, even if the app is not working and you are struggling to understand how to navigate your account. IF it is found that they overcharge you, they credit your account instead refunding. Customer service reps are nice and professional, but the policies of T-Mobile do not help the average person who is just trying to make ends meet.

Same as other brands. I hear every other word. Very sporadic service. I have not been allowed to purchase a working cell phone for over a decade. TTY doesn't work for T-Mobile brand. Esim turns off and on on its own, at random. Very insecure and UNSAFE network.

I had just bought a new phone and got locked out, Cesar helped me and was excellent. He really went above and beyond.

My name is Matt. I just join T Mobile today and Gabi ** from your West Lansing Michigan location was super helpful and knowledgeable!

Bought a Iphone duo, they send me a empty box and then literally tell me I'm out of luck, they can help me re order. Worst service company. So mad I went to them last year. Leadership gets involved and they don't care

I canceled my internet service and requested a return label within days of receiving it. It was on my first bill I called again and was told I'd be receiving a credit and my return label would be in my email on the next billing date. Well I was billed and didn't get my credit or return label. So not only didn't I get a credit or return label but I got billed for another month.

In May, I left T-Mobile and went to Verizon, after my bankruptcy was filed. My T-Mobile account was closed as part of the bankruptcy. Over the summer and fall I grew displeased with Verizon's service where I live, as T-Mobile's was much better in speed and reliability. I went to a TMO company store in July to reestablish service after my bankruptcy discharge was granted. The TMO store informed me there was a watch line that had not been cancelled, due to error, so they cancelled it and told me I needed to wait 90 days from the cancellation of the watch to open a new account. that happened on 07/20/26. So I had to wait until 10/30/26, to come back and reestablish service.

Signed a new contract and was overcharged 400 dollars over a 4 month period till they got everything straightened out and was never reimburse the overpayments.

Absolutely the worst customer service I have ever experienced. Canceled our account and they keep billing us even though they can't find our account in their system. Incredibly incompetent, AVOI.