T-Mobile Reviews

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 have nothing but great things to say about employee Jay ID #**. I have been trying to resolve this issue for a month, but he went above and beyond to help me. He had patience and understood my frustration. He was kind and attentive and asked all the right questions. I'm still on the phone on hold as I write this because he is going that extra mile to solve my issue and he is getting it done. It's been a while since I have had excellent 5 ⭐ customer service assistance like this. He deserves a promotion. If all the customer service agents were like him, we really would live in a better world. Hands down the best. Thank you Jay!!!! I pray you are blessed with all the good in this world in abundance. Thank you!!!

To Management: I can't say enough good things about Jeff ** at the T-Mobile store in Middletown Commons. Today, after my phone was either lost or stolen, I was stressed and expecting the process to be a nightmare. Jeff immediately put me at ease. He was incredibly professional, friendly, patient, and knowledgeable throughout the entire experience. He helped me set up a new phone and transferred my existing phone number, which meant I didn't have to worry about changing my number or updating all of my accounts and contacts. He took care of everything and made what could have been a very frustrating day completely manageable.

I and my family have been with Sprint (bought by T-Mobile) since 1998. I am a 60 something year old who has somewhat difficulty with today's technology. I needed a new cell phone but have waited almost too long to pursue this purchase. Two days ago, I walked into the T-Mobile office located on Gallatin Pike in Gallatin, TN. There were 2 very nice employees there, but CiCi stood out. I explained to CiCi my lack of being a tech savvy person. CiCi stepped up and talked to me (not over my head) and explained to me the information I needed to hear in a very sweet professional manner. She truly earned 10 stars for her caring nature.

I called T-Mobile to inquire about my 80-year-old father's bill. At first, I talked to Jennifer. She was very helpful and patient in trying to understand the problem and chip away at finding a solution. Unfortunately, my phone died. I then called back and talked with Jasmine. She was fantastic. She stayed on the phone with my dad and I for 75 minutes. She researched the problem, asked questions, and started solving the issue. She was never in a hurry to complete the phone call. She made sure to take her time and complete all the steps in the correct order. She double checked her work to be sure everything was done properly. She even reviewed everything with my dad and I to be sure she did not miss anything. She did a great job!!

Horrible!!!! I went and got a new phone. That was it. Kept the same line no there changes. Told the bill would go up 17 dollars. My next bill was over 130 dollars more and the added 2 lines for no reason. Put a claim into fraud protection the first week in August. Two weeks later told the lines would be removed. Checked 4 days later and still have 6 lines for 4 devices. On the phone again and still no answer.

I paid my final bill in July. Then I receive an email stating I still owed money and a late fee. I was never sent a final bill. How would I know I needed to pay it. I was a customer for over 9 years. Terrible online customer service!

T-Mobile is NOT the best in the world, their service is completely ass. And if you call for help on a bill, or to reschedule one, the people have 0 idea what their doing to begin with. As well as how many times they tell you reset your router, or how many "outages" we have is utterly ridiculous. And for a BUSINESS it's inexcusable. Switch to Verizon, WAY better service quality and customer service is 10× better. T-Mobile is a ratchet company who has no idea how to run a decent business. And keep customers.

If I could give this company a zero, I would. After 12 years of loyal service, I transferred providers because they refused to adjust my pricing and Verizon was significantly cheaper. I have spent countless hours trying to effectively do this transfer- endless calls to sham customer service; 6 months later T mobile is still billing me for lines I no longer have with them, and when I call to get help they tell me they can’t access my account without being able to access the lines I NO LONGER HAVE WITH THEM. They tell me to go to a store; the store tells me to call customer service. They bounce me back and forth and just keep taking money for services never rendered. My next step is to file a complaint with my bank. They are downright thieves, liars and criminals and should be ASHAMED of what they do to customers.

I changed to a cheaper plan, but they waited to change it so they could get an extra $50 out of me.

I have been with T-Mobile for over 10 years. Overall, I was happy with them and their service. I ended my service on August 15th. On this same day, before ending it, I made sure that all bills on this account were paid. It was confirmed by customer service that they were. A transfer out port pin was created through the T-Mobile app with help of customer service, and I left this company.

I am not able to view my bills online or on their app since I switched over past 3 months. The online chats and phone calls are waste of a time and they are not able to fix the issue. Their bills don’t have any explanation as to why they have charged more (in my case I don’t even have a choice to view the bill across any of the 5 lines I have). I am looking for a class action lawsuit against them.. please let me know if there are efforts towards that.

Very dissatisfied by what they call Customer (lack of) Service. HORRIBLE. Billed me after leaving their service, excruciating process to try to correct, ended up paying approx $75 more than I should have just to end it. Will NEVER return, after being a loyal customer for over 8 years. So disappointing!!

T-Mobile has unbelievably bad service. I have a credit of $286 that I have been trying to get since I cancelled my account in February. After waiting over 50 minutes, their Rep pretended not to hear me say hello and hung up on me. The next one said that I have to go to a store, and then call from there (another 50 mins?). My experience has been terrible -- after 4 conversations with them, they still cannot figure out how to give me my money back.

I have been with T-Mobile for over 20 years. Its customer service is at its lowest quality I have ever seen in those 20 years. Anyone I speak with is in the Philippines or India, not a single fluent US speaking agent in many calls. I am at then end of my loyalty with this company. Contacting customer service is anywhere from 20 min to 2 hours to get a person. The implementation of their new AI has made it almost impossible to reach a person. The computer has hung up on me many times and it never gets me to where I want to go. Even when I'm not yelling at it. They say the calls are recorded for customer quality but I call bullshit on this. This company no longer cares about their customers and if there was a better company I would switch in a minute. I can not and will not recommend them unless you want to be constantly frustrated.

I just had the worse dealing with how Teen Mobile works, not the customer employee service. I have an account, my name is on the account and pay for it every month. I called to cancel the account, but was not able, I was told I need to go in to a store.

This company keeps getting worse. I talked to them on Saturday and they advised me to let my current payment arrangement run out and then set up a new one. I woke up the morning to suspended service and went in just as they advised and guess what...I can't do it. Then they went even further to tell me they didn't tell me that and I said "I have a copy of the text thread here and the whole conversations." They then back tracked and said that they would submit the conversation to be talked over with the agent that they were wrong. I am tired of companies finding cheap labor in India, and other countries because we are TOO cheap to pay our own Americans to give good customer service. This place SUCKS more than any company I have ever dealt with. Get your head out of your butt!

Do not do it. I did the talk and text. Text did not work sending or receiving. Transferred out in the first month. Then got a bill in mail with a late fee. After told account closed and complete. So call on phone for help with why. After an hour and asking fir a manager. Never got one 'cause was told bill was taken care of. Then get a collection notice for delinquent account. WHAT! I work had to keep my credit good. If she would have said I owed I would have paid. It was $14. After getting hung up on and no call back. Yes they asked for a good number if disconnected. No one called. So another hour on phone. Managers are not available 'cause they're busy talking to other customers who are complaining. I was told I never called and I now owe $50 for a bill I never got and was told was taken care of. This place is very shady.

Very bad service!!! I can't get a hold of anyone. Been over 2 days, and when I call, I stay over an hour and no help at all...

This company mishandled our account and sent us to collections for charges we dispute. Customer service promised refunds and callbacks that never occurred. As former U.S. Cellular customers, we expected our three-line family plan to transfer unchanged. Instead, without our consent, the company removed my spouse from the family plan, opened a separate personal line for him, and billed that line while continuing to charge the family account for three lines. We were then billed separately again for August, so we canceled our service and switched to AT&T. Because my spouse’s phone was still being financed, it remained locked.

I have never dealt with a company that has such inefficient, poor service; both in person and on the phone. I would caution anyone considering a cell phone service company to stay far away from T-Mobile!!!

I strongly recommend that consumers think carefully before trusting T-Mobile with their wireless service or billing information. My problems with this company began more than a year ago with the purchase and activation of my first phone. What should have been a simple transaction turned into repeated activation errors, an additional line, device payoff and unlocking problems, billing disputes, credits, fees and months of trying to obtain a clean resolution.

If I could give it no stars I would. I was promised $200 per line transferred over from us cellular after they bought them and $100 per added line. I transferred 2 and added 1. That is $500. The rep assisting with the switch messed something up and 3 months and like 50 hours long phone calls, refused to honor it. That was the whole reason I went with them and not someone else. So now I pay $120 a month for 3 lines that I used my own phones for. Plus I had to change my number. My son has 7 different specialist and I have cancer. A number change is no easy thing. Thanks T-Mobile. Run away from them as fast as you can.

If I could give zero stars I would. I went into the store asking for the cheapest most cost efficient plan and was sold one that's costing 130 dollars per month. The store manager was not honest nor transparent about their so called “deals”. I was non -stop upsold. And now with my 130 dollar per month plan my service STILL drops at random points due to their unreliable towers. T-mobile is a scam.

False Advertising, T-Mobile misinformed the customer and I can't login to my new account in T-Mobile is impossible.

While T-Mobile service itself is average, they have exceptionally poor customer service. Wait time on hold to even try to speak to a customer service representative is excessive and there have been constant billing issues that require communicating with a representative. They try to steer customers towards using the app to resolve issues which isn't possible in many instances.

Crooks plain and simple. They will rip you off, overcharge and automatically take money from your account.

Tmobile service is trash. Dropping calls as I drive throughout Michigan. Tmobile customer service is garbage as I'm supposed to get a $30 per line discount on 4 lines and they don't give it to me on the two lines where they had to ship me the phones and I was working and couldn't sign for them. I called the parcel company, signed so they could deliver them while I'm at work. This worked however Tmobile said they gave me a new contract on those two lines because of this. I have to call them every month to fight the $60. Too high of bill. They fix it temporary and lie to me telling me it's permanent and the next month I get billed too high again. Tmobile is a garbage company and needs a class action lawsuit because I'm sure they do it to wear you down so you just pay the higher amount.

Since T-Mobile cut their customer service is still horrible. I don't know why did this to save money. It is absolutely horrible. I waited. When I called over 2 hours. Online when I wanted live agent then use the AI chat or speak to someone there is even worse and you get excuse after excuse. I may switch even if prices are more. I don't pay for a service that does give the option to talk when you call the 611 or 800 number and they have you on hold for two freaking hours.

I’m writing this review because I sincerely hope it prevents another family from going through what we experienced at this T-Mobile location. We have been loyal T-Mobile customers for more than 10 years, have never missed a payment, and I am extremely disappointed by the way this situation was handled. We were offered a promotion involving new Galaxy watches for our two children. We were told that by opening two new watch lines, we could get the new watches with one costing $15 per month and the other $7.50 per month. I specifically questioned the salesperson about the cost, and I was assured that we would only be paying the $15 and $7.50. That is NOT what happened.

After 4 trips in person and more phone calls and on-holds than I can count the hours for, T-Mobile, which I do not have, has sent me to California collections. Tried their service for 2 days. Tried to return the equipment. They refused it. Sent me home to close the account. Had to wait through a weekend. Closed the account 2 days before it was to be charged. Returned the equipment a SECOND time. Then they charged me for a month. Couldn't get any satisfaction. Was sent to a "T-Mobile Experience Center" where they couldn't help because the wifi was down. How ironic is that? Told my credit union not to pay, since T-Mobile would not talk to me. Kept making excuses for why I owed them money for a closed account and no equipment. Now they're at it again. This time they sent me to collections. I asked for help in person. Got the same old runaround. Do I have to go to court? Does anybody know?

OMG, T-Mobile owes me a refund that they are not returning. I placed an order with T-Mobile based on a marketing offer that I received from Metro PCS, the offer was for a free phone and home Internet if I switched my service, so I fell for the shenanigans. I didn't want the phone that they offered, so I upgraded the phone. I never took possession of the phone because UPS somehow wouldn't deliver the package while I was home, 3 attempts and no delivery. So the order was returned back to T-Mobile.

If you’re ever in the Olean, New York area and you need a T-Mobile agent that is great and assisting you ask for Noah. He is awesome. Five thumbs up.

I was a loyal customer of T-Mobile for over 15 years until they forced me off my One-Military plan. Since I was going to change plans anyway, I decided to change companies. I had my T-Mobile service for 2 days in July and they charged me for a full month. Called customer service to no avail. I got transferred to a supervisor, no avail. I guess loyalty doesn't account for much these days.

A horrid company, especially if they absorbed you from Sprint. Want you off all of the plans absorbed by them from Sprint so they can stuff you into one of their higher priced plans. Famous for nickel and diming you as well and use the excuse this went up and that went up. Go with anyone but them. They gear themselves to millennials and gen Z, not to educated older adults like me. Won't even rectify their own mistakes which is plain wrong. Can't wait to end this partnership with them. Not my cup of tea.

OMG T mobile can burn in the depths that it came from. I was fine with US cellular and now I have gone through so many transactions with my phone to make it work through the transitions to T Mobile and now I can't call them to fix anything or anybody else. I'm paying $160 for absolutely nothing and no support after doing everything they told me to. They go... you know what. I'm so angry as a consumer and so not happy at all!!!! I shouldn't have to wait in line at an office for hours more than 5 times now to get this sorted out. This is a joke and there is a special place place in the afterlife waiting for your CEO.

We were Us Cellular customers for 20 years. We switched to TMobile and have never had customer service anywhere, from a provider of any type of service, as bad as TMobile. Avoid them like the plague. Condescending CS reps. Hang ups. Promises that they do not come through on. We are at a loss and are now moving to Verizon after giving them 6 weeks to make it right to no avail. Unbelievable.

T-Mobile betrayed 11 years of loyalty and destroyed our survival—and no money can fix what has been stolen. To T-Mobile Executive Leadership, Regulatory Authorities, and the Public: My husband and I grew up in tough conditions and made mistakes in our youth. We took full accountability, owned up to our actions, faced the consequences, and earned a clean path. For 30 years together, through continuous learning and hard work, we built a life. We raised seven children, supported four growing grandchildren, and opened our home to our kids' friends whenever they needed support. We raised our children to value integrity, respect the law, and serve their community—including three of our children who joined the United States Military.

Been with T-Mobile since the onset of cell phones. Grew to a solid competitor. In the past few years all downhill and it doesn't seem like they care. They tell you a devices is free but it's not and you're making installments. Then you have to pay it off before you drop the extra line. In other words they outright lied to me. Paid it off to get rid of the line and I'm STILL paying the same amount. They've stopped to lying and trickery. After 30 years of satisfaction I'm going to switch carriers.

When in the T-Mobile location in my local mall, I went in and asked about upgrading and staying within my same bill. I was out of contract and wanted to see what was available to me. I was quoted what they could do and what phones I could get. My bill is actually 67. Still higher than what I was paying and cannot get help so that I am not paying a higher bill. They expect you to continue paying the higher bill with promises to resolve in 1/2 billing cycles.