T-Mobile Reviews

Once again, I would like to express my appreciation and gratitude to Matt for his excellent, professional service. This has increased my trust in T-Mobile, as I am a recent customer. Yes, initially I encountered some unprecedented technical problems, and I was unable to use my phone for more than a month. I have not the slightest doubt about the professional skills and very friendly attitude of T-Mobile’s technical support staff both in Arizona and in Colorado during my trip at that time...

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 visit one of the T-Mobile stores today at 750 West Nine Mile Road in Ferndale Michigan. This is one of the worst stores that T-Mobile have I experience. Rudeness from the sales clerk and was threatened to be thrown out of the store because of something that one of the workers did. I reported this incident to corporate and it is supposedly under investigation. They never have to worry about me ever step in the foot in their store again, and I am a loyal customer of 20 plus years

I don't know what happened over the past year, but the customer service has taken a massive nosedive. I contacted T-Mobile to have lines cancelled, which went smoothly. One month of no charges for those lines, and then another month and the charges were back. When I contacted T-Mobile, they told me they never received confirmation for the lines to be cancelled. When I showed them the bill, they said it was their error and that I should really owe them for the previous month. After paying over 300 dollars in extra charges, I was told the lines were cancelled. The person who handled the call was smug, saying that it was my fault for not expecting the charges.

We had our four phone lines with T-Mobile since 2019. The billing cycle ran, for example, from July 7 to August 6 of the following month, in advance, according to what they state on their bill. We decided to switch carriers on August 9 and completed the transfer of the lines on August 12. If we’re paying in advance, I think I should only have to pay for the days from August 6 to August 12. But to my surprise, today I received a very threatening letter saying we owe $204 and that if we don’t pay, they’ll send us to collections. I called the company to try to talk to them—I’m willing to pay for the days we used (6 days) but not for the entire month; they should credit us for the remaining unused days, since the service was canceled.

I have been a T-Mobile Customer since I got my first BlackBerry phone when they came out years back. I stuck with them for decades because, at the time, they truly were an amazing company. But something happened along the way, and customers, including myself, began being overcharged, as well as customer service going downhill, causing me to switch companies.

0 Satisfied with T-Mobile. I was holding on the phone at 611 for a Supervisor and eventually disconnected from the call after a lengthy wait. I've been waiting 2 weeks talking numerous times to T-Mobile representatives on the phone for a Full Refund from T-Mobile after going into Store in Mauldin SC to purchase a phone. The transaction withdrew (debited) the funds in the amount of 230.20 from my checking account after trying to process the transaction twice, but the saleslady, Cassidy at the store, said either transaction didn't process on her end.

SCAM ARTISTS, BAIT AND SWITCH, CUSTOMERS BE VERY AWARE! I had to give it 1 star just to post. I've been a customer for many many years. My Galaxy A32 phone became incompatible with T-Mobile service. I came into this store to get an upgrade, and to get a cheaper plan, or move to another provider, because the $55 Magenta and $40 tax incl wifi price went up. The salesman said that the only way to get a phone would be the Essentials 55 2 at $60, and he can drop my wifi to $35 now tax and fees are included, so bill is now $110.

This company will waste your time and money. Tell me why I have paid for insurance for over 10 years with this company from Sprint to Trashmobile and I lose my phone for the first time...$224 for a replacement iphone13...ok. Next, I have to file my own claim....weird. Ok next, they are asking for the type of phone, storage, all this detailed information. Well how is it that the phone showing on my TMobile account is different than the actual phone that I have. So every time I file the claim its getting denied even though I have coverage. On top of that, the denial is tell me I don't have coverage, not that I am filing it wrong.

My workplace covers my phone bill. After a new CFO took over a mistake was made and they had back-charging my phone bill payments in error. After I brought it to their attention, they immediately worked to reverse the back charge. After working with our card company, they told me that they had been instructed to have me contact T-Mobile to have a hold place on my account to avoid my losing service due to the back-charge issue.

I am using 15 years T mobile business service, it happen this time trying cancel the wireless 5g service on june, pay for the July on final bill, they keep charge on August, called service, get the refund, then now received another bill, charge double this time, Need to call again. Never End.

The government department has been extremely difficult to work with. They do not answer phone calls, ignore emails, and frequently fail to activate new devices. I have spent countless hours trying to get phones activated and determine where errors have occurred. Orders are repeatedly cancelled without explanation, and representatives often do not respond to follow‑up messages. On several occasions, staff were promised free phone upgrades, only for those commitments to be walked back weeks later with no clear justification.

Terrible experience, completely impossible to cancel a promotional service. They can find me for billing but not to cancel.

I purchased a 17 pro max some time ago and this is the worse iPhone I’ve had and I’ve had many. Calls drop, texts don’t go through, FaceTime hardly works, I’m not receiving calls. I’ve spoken to Tomblle at least 3 times explaining the same problem. The Rep reset my phone all 3 times. They transferred me to Apple rep. This is the second time they reset my phone. Each time the reps told me it’s many different reset. OK I did each step. That’s 5 calls total plus going to the Apple Store. The first day I went it was a 3 hour wait. I got smart and made appt, still waited about 45 minutes to a hour and he again reset it.

If you can avoid T-Mobile, avoid them. My experience has been extremely frustrating and feels very misleading. I was promised a monthly bill of around $98, but after signing up, my bill ended up being approximately $156 per month. The terms and actual costs were not clearly explained to me before I agreed to the service.

T‑Mobile has managed to destroy 20+ years of loyalty in a single day. My brand‑new phone — barely two weeks old — has been trapped in an endless update loop, shutting down every 10–30 minutes and restarting the same update over and over. Everything worked perfectly until today, and now the device is basically unusable.

Service was spotty so I tried to chat customer service to cancel it. I spent a half hour with the first rep EJ. He spent so long trying to talk me out of quitting that by the time he said he would cancel as soon as I said yes the app got so glitchy that I couldn’t respond. He typed several times and I couldn’t say yes. I ended the chat and it automatically started another one. I told him to cancel and he said he couldn’t because I was no longer verified. I finally gave up on chat and called customer service. 30 minute wait!!! I was not able to cancel service today but I did cancel payment!

They simply don't care about 1000s of 1star reviews. Lousy service, God forbid you try to cancel your service. Getting a transfer code is like pulling teeth!

Don’t get their services, Was on the phone for 4 hours in two days to get my home internet modem fixed, and no body can help and you can’t understand them talking with such heavy accents I am returning my modem and I am switching all my services to ATT these lied to me and gave me a fake ticket to reference just so they did not have to help me

This is a compliance, privacy, security and operational issue T-Mobile committed. I canceled my service on 08/11/26. I ported my number to my new carrier and all was ok until Aug 30th when T-mobile "restored" then "suspended" my line without cause or permission, leaving me stranded internationally without the ability to use my phone. Due to me not being a customer, I am blocked from using T-Life for support and the other option is to dial in...on a phone that won't work because T-mobile reactivated then cancelled my ability to reach them. I am a 14 hour flight from the US. THIS IS HORRIBLE. Time to contact the FCC and also file complaints with other government agencies. If I can't reach T-Mobile online, they leave me no choice but to go online and complain EVERYWHERE. Be aware that you can cancel and transfer your lien to a competitor then reactivate your line/services without you knowing.

15 years I have been with T-Mobile and they have violated my trust. Recently they eliminated my plan and raised by Bill by $12 a month to over $100 for two lines. I switched to Mint mobile for $30 a month for the first year. T-Mobile cancelled my account and shut off my automatic pay so the last $18 for the partial month did not get paid. Nothing works as far as communicating with them. Now they have added an additional $10 late fee. I called in on the 800 number and held for 45 minutes to find out there is nothing that can be done and I need to go to a retail store to pay the bill if I don't want to mail in a check and there is no vehicle to remove the late charge. This company is desperately trying to run off its loyal long time customers.

I am a first responder and I had a discounted plan with them, recently they phased me out of that plan without my knowledge and placed me on a higher plan. I have been calling over 2 months now to get this rectified which it still has not. From the customer service reps to the supervisors lying that they fixed it when it still has not been fixed. This is disgusting behavior from people who ate supposed to be helping. I would not recommend anyone to go with this company. I will be switching to a different company but before I do I will be reaching out to the FCC. This is very disturbing especially for people who are fist responders.

They have been overcharging me for months. $300 $400 bills. I am handicap and called twice and went in person twice. No one but me saw a problem with this high bill.

⭐ 1/5 — The worst customer service experience I have ever had. I’ve had multiple completely different issues with T-Mobile, and almost every single one has followed the exact same frustrating pattern. I call, spend a huge amount of time explaining the issue, get told it has been resolved, and later discover that the fix either wasn’t completed, wasn’t properly documented, or didn’t actually solve the problem. Then I have to call again, explain everything again, wait again, and go through the entire process from the beginning because the next representative seems to have little or no useful record of what happened before. And this has happened across multiple unrelated issues.

This review is basically to warn new or existing customers of what they "may" experience based on what I went through. I was a loyal customer for over 20 yrs. In July T-Mobile decided to "suspend" my service (per the text msg). Could not get anyone in customer support to help - told me to go to a store, so I did. The excuses for the suspension were 4 different things. 1. Late payment. Nope. Paid in full on time and had receipt. 2. There is a fee on my acct. Nope. Again paid in full per text message balance Zero. 3. My phone is 2G. Nope. It's always been 4G (upon creation!) and showed the store rep this. 4. My phone won't support 5G network. Nope. Been doing Just Fine until T-Mobile shut off service.

AVOID this company at all costs. Their customer service is horrendous. Have fun sitting on hold for hours trying to reach anyone, and once you do, they can care less. They will waste more of your time than any other company and will gladly let you know when you have a balance due. AVOID AT ALL COSTS. Read the reviews; they are not sugarcoating anything. T-Mobile is an awful company.

I was previously a US Cellular customer, and became a T-Mobile customer through the acquisition of US Cellular. My experience with T-Mobile customer service has been extremely disappointing! I went to the local T-Mobile store in Oak Creek, WI to get an understanding of differences between my current legacy US Cellular plan (Unlimited 2.0) and the plans that T-Mobile has to offer. There was one associate working at the time. I waited 25 minutes while he worked with one customer. At no point did he acknowledge me, and indicate he would be with me in 5 minutes, 30 minutes, or 1 hour. I left to come back at another time.

I am not asking T-Mobile for anything. I am writing this so the public knows what this company has become and how far their service has fallen. In December 2025, I purchased an iPhone through T-Mobile's JUMP upgrade program. I was home waiting for the delivery. The driver claimed he attempted delivery, but no one ever knocked, and the phone was shipped back to T-Mobile.

So aggravated, went to the T-Mobile in MERRILLVILLE. The guy who I had purchased everything from in June sold me the most expensive screen protector. Well, it cracked, he said I can get it replaced any time I get a crack. I went there tonight and they said I can’t now because I don’t have insurance is said then why did he replace it a month ago. They are full of shit wanted me to buy the zag brand now, Liesssss.I pay so much money, as soon as I can, I’m getting rid of T-Mobile.

Have had T-Mobile for more than 9 years. All of a sudden when trying to pay, system not accepting payment. Using credit card for payment---DO NOT EVER AUTO PAY T-MOBILE...have been warned previously about T-Mobile's thieves, so always have paid by credit card. After years of monthly payments with no problem, all of a sudden, system won't accept the same credit card I've used for years. Called cust service 4 times, got jibberish responses. Yo T-Mobile: how about getting people WHO SPEAK FLUENT ENGLISH AND GIVE A HOOT ABOUT YOUR CUSTOMERS??? T-Mobile's cust service is despicable. Have since found out T-M's SYSTEM problems have affected MANY customers who are unable to make payments and are getting notices of threats of service disconnection, and told to contact their bank (which has nothing to do with T-M's system issues!) Looking for a different provider. No resolution, just a blame game pointed at the customer. T-Mobile is trash!

I've been with T-Mobile for 17 years, and I am very disappointed. 😞 For the first time, I filed a claim and didn't reimburse me or do anything about it. It's a waste of time paying insurance for nothing. I am looking for another carrier and do not pay insurance or go to T-Mobile.

I been with T-Mobile for 9 years and their service is horrible and they double charge me for a phone that I have proof that I paid in full it’s been a nightmare and I been paying for Insurance for my family plan for 8 years I don’t understand I have proof of everything and am stuck with this bill

Terrible customer service. Repeating the same information over and over rather than getting anything done long wait times taking over an hr to resolve what should be an easy switch. Best advice we got was to demand to talk to a tier 3 supervisor. They were helpful and responsive. If you're not gearing results demand tier 3 and you may have to hang up and try back a couple times before they actually do it but be persistent and willing to try a different agent to get what you need. I'm so sad US Cellular sold out to T-Mobile. Nothing but issues since.

My experience with T-Mobile has been incredibly frustrating. After 7 loyal years, our bill increased by about $30/month, and when I tried repeatedly to contact our account manager by phone, email, and meeting request, I received no response. I also contacted his manager multiple times—again, no response. After waiting over 30 minutes on the service line, we ultimately decided to leave T-Mobile for another carrier.

Customer service changed. Hours on hold waiting. They do not value their customers' time. Unacceptable.

When receiving reminders, via text, to make payment/received payment, how about a "Please" and a "Thank You" instead of "Make your Payment" and 'Payment Received". Show some GD respect for your customers. There are other providers out there!