T-Mobile Reviews

⭐️⭐️⭐️⭐️⭐️ **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.

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.

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.

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.

I wanted to share my recent experience with T-Mobile as a warning to others. Back in June 2025, T-Mobile offered me a promotion: a new line plus a new iPhone SE for $18/month on a 24-month contract. I double-checked if this was real because a line alone was $25, and the rep confirmed it was correct. However, when my bill arrived, I was charged $43 ($25 line + $18 phone). When I called to cancel and return the phone immediately, the rep admitted it was their mistake. To keep me from canceling, they offered a $20/month credit for 24 months to offset the error. Here’s the trap: The rep said their system could only apply 12 months at a time, so they applied the first 12 months and explicitly instructed me to call back in a year to get the remaining 12 months added.

I switched to T-Mobile from Metro due to the way they treated a long time customer of over 25 years. I chose T-Mobile because there was a promotional offer. The first couple of months of billing were fine based on what I was told when I signed up then my bill went up by almost $80 or so dollars. I called customer service and was told that the promotional offer was supposed to be on one phone only. I told them that I asked them to confirm that the promotional offer would be for tw9 lines. I was bringing over Three lines and they said the max number of lines could only be two.

The absolute worst cell phone privider on earth! JUST STAY AWAY, as they will "gouge you with every conceivable fee imaginable!"

Outstanding service today from Claudio in the T-Mobile store in Tewksbury, MA. He was personable, attentive, asked good questions about the connectivity issue I came in with, didn't treat me like I was stupid about technology (happens sometimes when you're pushing 80 like I am) and he knew what he was doing. Problem fixed in no time. Happy customer.

T-Mobile customer service is completely incompetent. I cancelled our internet service some months ago, but I continue to receive emails suggesting that I owe them money. I have called several times to solve this, but they cannot figure it out. One person just told me to ignore them, but each message indicates there is an increasing penalty. The process of cancelling the account was ridiculous and took three calls to accomplish as the first two did not tell me that I had to return the equipment or how to do this. If they cannot solve this, we will cancel our phone service as well.

I have two accounts. I called up and spoke to their customer service. She totally screwed up my billing. I've called back three times and they have put me on hold and then I had them call me. They returned the calls and each time they returned the calls before I was able to speak to a customer service I was disconnected completely wasting my time. I find that their customer service is inept. I've lost all faith in T-Mobile...

T Mobile Rep. namely Victoria with here working knowledge in all the intricate parts of the mobile phone system in the most proficient way assisted me in resolving a blackout screen problem on my phone in less than an hour and for less than $100. I was on time for work with time to spare for a cup of coffee. I was impressed. Thank you so much Victoria...😃

I have been a Sprint and T-Mobile customer for a very long time. I am not sure what happened but I will be leaving. I switched several phones over from two separate T-Mobile plans into one. At that time they honored all previous promotions which made the majority of the equipment plans. That was fine until almost a year later, then my bill almost doubled as they said they made a mistake and should not have honored the past agreement. After several phone calls the issue has still not been resolved and now this month my bill went up another $35 because they took the promotional plan off of the original phone that I had... They have started taking advantage of their loyal customers all while their customer service quality has drastically hit a new low. Steer clear of T-Mobile, even if the original price is good, they will take advantage of you and can not be trusted.

If I could provide a negative star review I would. Two users on my account went to a local retail store to upgrade their phones and were not provided complete information regarding the offered upgrade promotion. Additional lines were added without full disclosure. This resulted in several months of trying to straighten out my account. As of today, at least three months later and multiple phone calls, what I was told would appear on my account apparently is not an option. I no longer trust T-Mobile to stand by the products/offers they advertise.

Waited 30mins to be hung up on after he made sure I was calling about the internet service.

I’m done with Tmobile after 7 yrs of being a loyal customer! It’s a long story but a salesperson added a line to my plan without my knowledge when I went to upgrade a phone. This triggered multiples issues such as being kicked off my cheaper plan. After tech worked on disconnecting the new line I brought my device in the store for the trade in. There was nothing wrong with but tmobile is denying me credit for it because they the promo is for the line I never ordered! They will not give me my phone back and I have to pay full price for the new phone. I’m switching companies!

Absolutely horrible horrible customer service you cannot get a hold of a manager. They protect the managers. I’ve tried four times. You cannot get a hold of manager and they are illegally illegally taking money out of my account without permission on the day that they said they would not so good luck to anybody that’s on T-Mobile.

I am a current “customer” by way of deceitful contract.. this phone company, customer service and contract are HORRIBLE. They lie to you to get a signature and lock you in so they can do what they please. Screw you over with crappy service, and even worse customer service. Constantly change/raise prices. I CANNOT WAIT until my contract is up so I can ditch this crappy company.

Living in Maine's Moosehead Lake area, ever since t mobile took over US Cellular my service is absolutely awful, when I open something to look at, the window takes up to 5 min to open. My radio stations I listen to buffer constantly. Apps get removed. Seriously looking at patriot mobile. T-Mobile absolutely is awful, sucks.

Thank you, Todd at the store on Marketplace and Park Avenue. You did a wonderful job helping me very quick painless, really enjoyed your conversation. Your customer service was absolutely phenomenal. You represent the store very, very well. And thank you so much for making this easy and painless for me, I was desperate and you really came to the rescue. Todd is a good representation for T-Mobile.

Horrible. I left the service today after 20+ years - unreliable, outsourcing is the worst, retired plans without notification, forced migration, price hikes against rate lock in agreement. This company is being investigated by the FCC and has the worst customer service rating and the highest cancelation rates.

I had the most amazing experience while visiting the Tanger location in Cane Ridge thanks to Aya. I was having an issue with my phone and was concerned that my children were not able to reach me. She was so attentive and professional. She went above and beyond to assist me and for that my children and I are very appreciative. In a world where customer service is on an epic decline, you need more agents like Aya.

I had a T-Mobile account for over 20 years, and have been a loyal customer. In the past, I would have given them 5 stars, and raved about them. There was a reason I never shopped around, because they were a great company to do business with. That was until their new CEO showed up and put profit above all. I put up with a lot from T-Mobile because they promised to never raise my rates, and offered a fair value. Their service wasn't great, and in fact - it basically didn't work in my house at all. I barely used my phone, and used only WIFI calling at home, so really, I was paying them nearly 100.00/month for practically nothing. One month, they raised my rates 10.00/month, which they blamed on "rising costs and inflation". I was slightly annoyed by that, but the friction of leaving felt insurmountable.

Poor excuse of a network, service, absolutely everything. False advertisement constant billing issues they never listen to your concerns. Worst company I have ever been with. Avoid and stay away!!!

Horrible customer service, never resolved any of the issues with billing. Never received promotion gift cards for transferring our numbers from Verizon. Was suppose to get $1600. Never happened! Major billing issues. They don't want you to speak to a rep so you get stuck in the automated system. I have emailed corporate and reported them to FCC and BBB and still no response! Unbelievable. The worst cellphone provider. Our service sucked and my son's phone Never worked properly which is a safety issue and I was paying extra for a service to track that couldn't be used. T-Mobile used to be a good company but now it is garbage. Don't switch don't waste your time unless you love to sit on the phone for hours trying to resolve billing issues that never get resolved! Now we can't even get a pin # to transfer my son's phone number to another service because tmobile screwed up. N.

WORST CUSTOMER SERVICE EVER! I called after being a customer for over 15 years and was told I was eligible for a promotion to get new phones AND my bill would go down. I repeated over and over.. No increase in my bill? The associate confirmed, "correct... your bill will go down". Seven months it is going on where my bill has been DOUBLE what I was paying. I've called seven times and had supervisors escalate twice and NOTHING. I was promised 3 call backs. Never received one call back. The supervisors GELO (Angelo) and Reign along with all the T-mobile staff a training in customer service. It is disappointing and completely UNACCEPTABLE that their staff doesn't follow-thru on their word and don't know what promotions go with what plans. Do better T-Mobile. You lost a long standing customer.

Been a T-Mobile customer before T-Mobile got big. Turned in two 12's for two 17's. Was promised by Rachel and the promised again by McKenzie that there would be no change in my current bill! Guess what? My bill changed! Now T-Mobile is back tracking (lying) about what we were told. Fascinating that Louis in ALBQ. told us every call was recorded through AI. If that is true, then replay the AI tapes and end the lies! Just because it was said, doesn't mean it's true!

Had auto pay set up. Tried to change debit card numbers. The website was down. So I went to the store. To get it set up. They could not help. So then my service gets shut off. Tried switching to another company. Could not get a transfer pin from mobile. Finally after 4 hours I was able to pay my bill. Then magically I could get a transfer pin. And I would lose the money I just paid. Just amazing.

When first signed up 10 years ago for the Magenta 55plan was told that the price would never increase. Lo and behold they try to get around that by discontinuing plan. They move you to another plan that was $22 more per month. Fine, we switched as we are a limited income family. Now they continue to take money from account and just seem to get run around when you speak to representative. T-Mobile has gotten too big and forget the past customers that largely got them to where they are. T-Mobile was wonderful for a number of years but no more...

My concern is regarding the treatment of my 87-year-old mother at the T-Mobile store on Victory Boulevard in Portsmouth, Virginia. As an elderly customer with limited understanding of technology and cell phone plans, she relied on the employee, Jada, to clearly explain what she was agreeing to and the financial obligations involved. During our first visit, Jada failed to clearly explain the cost and two-year commitment associated with a second phone. My mother did not understand that she was committing herself to paying for a second device that she does not need. Even more concerning, my mother requested a printed copy of the transaction several times, yet Jada failed to provide one. An elderly customer should never have to repeatedly ask for documentation explaining a transaction involving a long-term financial commitment.

This was the most horrible experience I have ever had! The walls are thin, the staff is rude. We tried to talk to a manager and they said to call because she wasn’t there. Every time we called after that they hung up on us!

After 12 years of being a customer they lied to me and took my cell in exchange for a new and at the end they stole my cell and charge me full price for the new one, I called every month for a year and only promise to fix the issue but they never did and at the end they told me it was my problem for not record the original conversation

I decided to stay with CC and a phone I knew how to use. Took their fancy Razor to a store 42 miles away after 5 phone calls to customer service of which they hung up on me 3 times. The people at the store were nice and helpful but this is what made me mad. They then charged me a $75 restocking fee as they threw the box away and put the phone in a drawer.

When I signed up with Nemo of T-Mobile back on Jun. 14, 2025, I agreed to the Experience More plan. It was for 5 lines for $160, plus $25 more if not on auto-pay; totaling $185. I have NEVER received a bill for the $185 promised amount, ALWAYS MUCH more!! For 5 months, I was charged for a phone that T-Mobile WAS NOT suppose to port over!! They finally stopped charging for that phone when they saw it had no charges on that line, but they still have that number on my account in error, for a different phone that I actually have!! I was also told I would receive up to an $800 rebate per phone with the Keep and Switch program. I DID NOT receive all of the rebates I was due, because two different departments were fighting over who should issue me the rebates!

Let's just say the phone itself making calls, receiving calls, texts, emails all work fine, which is what you expect to work when you're using a network. The problem lies is in the customer service. There's no consistency. There's no one place where you can go to get your problems fixed and questions answered. If you get a phone from a authorized retailer, you have to go to that authorized retailer which is an inconvenience to the customer. The main flagship store can't do anything which makes no sense. Then why are your main flagship store and the prices are inconsistent. It's really expensive for a family.

I ended service with them after being a loyal customer for more than 10 years because I wasn’t getting phone calls and my voicemail was not picking up and I was missing very important calls and they were “going to fix it“ and never did so. I switched carriers, and when I called to make sure that I wasn’t going to be billed anymore, I have a conversation with a representative who told me that I could get $40 returned back to me because of the poor service that I had received. After multiple phone calls with multiple agents, I found out today that I’m not eligible for what they promised me, and I’m grateful that I am no longer a T-Mobile customer and never will be again, and will not recommend them to anybody.

I had to ask the representative if he/she was AI. That's how robotic it sounded. Eventually, I think I figured out that he/she using a voice over is which is why it sounded so robotic - really for customer service - wow might as well use AI because Then I can hear someone in the background coaching or telling the robot what to say. I waited for 30 mins, then on the phone for another 25 mins listening to "AI" repeat everything I said, not answering any questions. Kept repeating the same thing. I said No solution. In fact after I said it's cheaper for me to leave T-Mobile your trainee said, "That's your option," without offering any solution.

I have been with TMobile for 11 years and never had so many problems up until lately, at least 1year. I have to call t-mibile at least 3x’s each month now in regards-to DISCREPANCIES.... Misleadings of information to resolve the issues, suspending my account (5) and collecting $60 when it shouldn't be suspended, call, while, I'm talking to them it's automatically restored, crediting my account $60 maybe, if not there's another call to make it happen. Some of the representatives try over talk me. I'm reassured everything will be alright when it doesn't. Returned calls seems to be a problem, you end up with a different reprehensive who really don't know what’s exactly going on even by retrieving prior system information. Account end up suspended again AND we are starting ALL OVER AGAIN! CIRCLES.