T-Mobile Reviews

I have been a loyal T-Mobile customer for more than 20 years, and one of the biggest reasons I have remained with T-Mobile is the quality of the people who represent the company. I want to especially recognize Charlies, Niko, and Karly at T-Mobile Store 8321. They are outstanding examples of what exceptional customer service should look like. They are knowledgeable, patient, solution-oriented, and genuinely committed to helping customers with whatever challenges they may be experiencing.

⭐️⭐️⭐️⭐️⭐️ **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.

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.

Went to T-Mobile store in Binghamton NY that is located in a plaza with Price Shopper. Talked with Rocko who was good at first, answered questions for both internet and phone, gave a price and started the paperwork. Asked about any other charges or hidden fees and he said NO! Time to pay, the numbers that came up were over 200 more then what he said. He tried to explain it was for set up and activating the account. So I asked why he did not mention this prior when asked, he stated he forgot (AND THIS IS A MANAGER??) Said NO THANK YOU as I don't go for the bait and switch game -- left the store... Too bad too because was looking to get rid of Spectrum!!!

They are liars and thieves. Charged me for services that I never signed up for.

Horrible company all around. Customer service is worse than Xfinity and that is borderline impressive to be that bad. I had a 5 year price guarantee and they raised it 10 months into a 2 year contract. 45 minutes on the phone with a clown telling me they "grandfathered" the plan I was on and the $6 increase was for a plan I didn't sign up for. The guarantee was mentioned several times. I don't think they know what the word means.

I bought my Galaxy phone from T-Mobile 4 months ago. I was never told the phone was gonna be well over 230 if I canceled. I tried to speak to a manager there and was told all companies charge you for their phones. No they don't and I did correct him and let him know. Cricket does not do that. He tried to backpedal and say that they're the exception. I told them I felt like I was lied to and scammed because the salesperson never told me this about the. The only thing he could tell me was that it was in the fine print. Buyer beware. Stay away from t-mobile. This is how they get rich, they lie and cheat and scam, you out of your heart, earn money. The storefront I had problems with was t-mobile in Wake Forest on Main Street.

Forced me to merge plans, and then took away my primary access to the account before us cellular merged. And then the representative would literally be like "I can't hear you" and kept asking me to do things on my phone, even though every single time she told me to do something - it required me to go on speaker, and then my service would drop again.

After nearly 30 years as a T-Mobile customer, this is how my relationship with the company ended when I decided to leave. A little over a year ago, I decided to move my phone service from T-Mobile to Xfinity because I was paying roughly twice as much for what I considered a comparable plan. What should have been a relatively simple number-porting process turned into an unnecessarily frustrating ordeal.

I regret ever having T mobile. We cancelled our service and transferred to verizon; Somehow, T mobile took my teenage daughter's email and was sending her bills for a new number they assigned to her phone without letting us know! We finally were contacted by a collection agency because we were not paying for the service we didn't know was somehow activated. I had to make multiple phone calls and personally visit several stores for this to be corrected and when I thought it was, I received a past due bill in the mail! I called and they said this was a mistake and they credited me again and said I could finally wash my hands off t mobile. Then, I get another past due bill in the mail! Mind you, these also have late fees tied to them because they decided to send bills to a minor's address and not the person with the name on the account they opened.

My husband changed our business plan from Verizon to T-Mobile. I do not have any problems with my phone, my husband's phone is having a problem with voicemail with his personal line and business line. He isn't getting messages and he made a message and half of the time it's not using his message. He went to the store 15 times, tried to call customer service with no help, he may be losing business with no help. Should we go back to Verizon??

In my opinion, T-Mobile become a money pit with a horrible customer service. I have been a T-Mobile customer for more than 10 years, and after they almost doubled the cost of the monthly premium I had to move away to another provider. Once that happened they continue to charge me while I was no longer their customer. When I called the customer service I had a horrible experience. every call I made had a 30 minutes wait time, after which I had to talk to a front end customer service for 30 minutes, who then moved me to the back end for another 30-40 minutes conversation.

The customer service is terrible, especially María's (ID **); she didn't offer any solution and basically told me to leave T-Mobile. She didn't offer any solution; we’re going to leave this company. As a supervisor, she ought to be friendlier, but they hold mediocre positions and act like they're the company presidents.

I got the Razr phone! It's horrible. It gets hot if it's on too long & it got a dot on it from folding (not my fault). I have insurance but they want me to pay 100 bucks. They're sleazy. I'd never get anything from them again. Disgusting customer service!!!

I just want to say that if I could give T-Mobile's customer service in less than a star, I would. We canceled with T-Mobile because everything was just not great with them and we went to Verizon. Everything has been fantastic with Verizon. No hidden fees, no changing of my plan. But twice now t-mobile has taken out the final payment for our old plan, which the first payment was fine. We still owe it, but not the second payment. Now when we're trying to get it reversed, they're telling us that the security code that we use and we always use the same security code. And we have for the last twenty years that my husband and I have been married so that we never forget it. They're refusing to refund the money. They're saying our security code is not valid. I highly advise no one go with t-mobile. Highly sketchy business.

I am a military spouse, and I am frustrated with T-Mobile regarding their failure to honor a legal Power of Attorney (POA) and their discriminatory, inflexible policies toward active-duty military families experiencing a Permanent Change of Station (PCS) or geographic separation. My husband is active-duty military and is currently stationed in Virginia, preparing our home for sale, while I am residing in Idaho with our minor children. Because we are managing our household from two different states, my husband executed a legal Power of Attorney granting me full authority to manage financial transactions and utility accounts, including our wireless service.

After visiting 3 T-Mobile stores I have to say not one answer was the same. No help was given except when the employee told me Pandora was going into my play list delete my very good taste in music..IDC how you part your stores but the answer should be the same as your name is T-Mobile. No stars.

After more than 21 years as a T-Mobile customer, I can honestly say that the level of customer service has declined dramatically. For the past six months, I have experienced nothing but frustration, misinformation, and broken promises. Every time I call customer service, I am told the same thing: "A supervisor is unavailable right now and will call you back within an hour." Unfortunately, that callback never comes. After hearing the same story repeatedly for six months, it's hard not to feel that customers are simply being given scripted responses instead of real solutions.

I have been a T-Mobile customer for almost 23 years, with four lines and an excellent payment history. I have consistently paid my bills on time and have given T-Mobile my business for more than two decades. Recently, I contacted T-Mobile about upgrading all four of my phones. All four phones are completely paid off, and I was willing to pay the taxes and fees upfront. After almost 23 years of loyalty, I expected T-Mobile to make a serious effort to keep a long-term customer. Instead, T-Mobile refused to offer me four phones at no device cost. I understand that T-Mobile has promotions and policies, but after nearly 23 years as a customer, I was extremely disappointed that there was no meaningful loyalty offer for someone with my history.

If I could give them a -100 I would. They, charged me for equipment that I turned in once I changed services to Verizon! Charged me for tablets that I never had, they were going to charge me for the phone I had already paid off! They just tried to get me to pay them more $$$ even though I cancelled this in July and paid off the phone. DON'T EVER LET THEM TALK YOU INTO A SERVICE! They rip you off and bill you for things you never even had,

Store in Tulsa, Ok 101st and Memorial. Had 4 problems to resolve. Jared was the customer service rep. He quickly solved all the problems. Very efficient, knowledgeable, friendly and professional. Thank you Jared!

I have been a T-Mobile customer for 11 years. Very loyal. I called couple of days ago. The customer service rep stated they promise to provide a service and send an email. Waited a day. Nothing. I was also promised that the account inability to reach problem will be resolved in 24 hours. Nothing happened after 24 hours. Still blocked saying call customer service. Called again. ANother rep, totally unaware of what's going on, told the same story, listened totally different story, another promise. ANd one day later nothing happens. when you call it takes 30 minutes wait time. If your app is not working, no chance of texting or chatting. Unbelievable super annoying disgusting customer service.

Keep away from Tmobile. First they will lie about a free LINE. They will lie about the free phone they give you for opening a new LINE. They lie and add additional charges like new headphones you were never informed of only realizing after you received the new phones. Once I called them back to return the headphones because I didn't want a charge of 120 on my entire amount owed, they just ignored me and never sent me the email with the information to return the headphones. Now new charges have emerged and as much as I used to love tmobile, I need to make sure I warn all the working people. Tmobile are a bunch of lying thieves and refuse to send transcripts for the customer. They do not honor their contracts.

T-Mobile is the worst phone service I have ever had. Text won't go through, no one can help at local store with tech issues, customer support is a joke and not much help there either. Have long wait times on phone call or have to get called back. Suddenly phone will not send texts, even after using hours before.

Multiple T-Mobile reps convinced me to wait to claim my $1100 promo for the new iPhone 18 instead of the 17. This promo came after they discontinued the military one plan and made us upgrade. The moment the 18 came out, they rescinded their offer and refused to acknowledge fault. This level of dishonesty is revealing and just unnecessary. I was perfectly happy getting the 17 1100 dollars off but was told time and time again to just wait and get the 18 (it came out a month later). In doing so, they offered no discount, no promotion, not even an “I’m sorry”. Truly astounding poor business practice. Cannot believe we let T-Mobile be a practicing business that flat-out lies.

This started out a really good company in the beginning except now it has become the worst company I have ever dealt with. I'm a senior citizen in the hospital and I need my phone and T-Mobile will not work with me at all. They want to charge me $324. They gouge me every month with reconnect and disconnect fees. It's just ridiculous. I pay my bill every month and they charge me those fees and they just keep adding them on and add them on and now I'm in the hospital and I need my medication. If I pay this phone bill then I can't buy my medication or I can't eat food.

Mislead you on the service fee, should stay with AT&T for home internet and Mint Mobile for cell phone service.

Worst customer service I ever had. I waited over 40 minutes to get a representative and she had a heavy accent; difficult to understand.

I took their TRY US ONE MONTH FREE! What a lie that was!! Service was horrible! I'd call the 611 several times (one even blamed my electric box!!); they would say do this, do that. I'd get disconnected each time. I made the mistake of adding my cell! When the internet would fade out (did very often!) I would have NO cell service at all!!

I am not happy with my new phone - and the whole process. Kind of tricked me online to get a new phone, promised more as they kept. I am so frustrated, that I even don't want to elaborate here. Just for you guys, do not deal with online-ordering. Move your butt to a T-Mobile Shop, what I should have done.

Tmobile is the worst company ever period. They don’t care about helping customers properly and constantly lie. When I first became I customers 4 years ago I was told I’d get 2 free phones along with my discounted service (my work offered discounted service as a perk of working there). I got the phones and they immediately started charging me for the devices with a monthly plan I knew nothing about. They never fixed it and lied to me so I got phones but no promotional credits. I got another new phone and had issues with getting promotional credit they stated I would get again.

Yes they tell you they're going to give you a month free when you first get the phones then they tell they don't tell you it's a 2-year contract. They promise you they were going to your bills going to be $74 and they didn't end up being 96. They give you information to other people on your phone. They lie and tell you they don't have a supervisor that you can speak to, you can't turn your phones in and say you don't want you want to cancel. They tell you got to keep the phones for 2 years or they will put it on your credit report.

T-Mobile kept charging me late fees when I paid on time. Paid high prices with no deals. I am a veteran, 60 years old and was paying 80.00 a month for 1 phone. I went somewhere else.

Now that I post my account they want to charge me one time fees for a couple different things. Not much but it's just the idea of these one-time fees they never mentioned.

I've been with Tmobile for 25yrs and have had some of the worst experiences with the company for the last couple of years with increased bill to poor customer service and nobody following up with the call back.

I want to thank Store manager in ROME GA TIANNA, ZACK and JOHN for helping me today. I had TMobile over 5yrs ago. I am currently with Xfinity. I have an esim with Xfinity but my old physical sim is still in my phone. I accidentally locked that old Tmobile esim and was unable to use my phone for the past 12hrs. I was on the phone with Xfinity customer service rep and they were NO HELP. I went to Tmobile and in less than 15 min she was able to fix the problem (without a PUK) and send me to my carrier to reset my e-sim! HUGE THANK YOU TO THE STAFF IN THE ROME OFFICE! I will be switching back to Tmobile. You guys are awesome!!!

Be aware if you transfer your number to another service out of T-Mobile. Even if you are only in the 2nd day of the billing cycle, they will still charge the full amount and won't prorate the amount and will penalize you for leaving. Just not right.

Horrible, Horrible customer service. They employ bait and switch tactics, luring customers with promotional offers and then hiking prices substantially on actual bills.