Consumer Complaints and Reviews
Dear god, I have never, ever encountered such a bunch of crooks in my life. They are the WORST company I have ever had to deal with. I have spent nearly seven hours on the phone and spoken to nearly 30 advisors to get a complaint looked into. There is NO consistency. Not one advisor knows what the previous one has done. Promises made are swiftly broken. They do not call when promised. They do not follow up. They go OUT OF THEIR WAY to lead you on and see at what point you might break. This is NO exaggeration. I am merely trying to let others see that this company, if you have any difficulties or complaints, will do everything in their power to wiggle out of responsibility. They lie and lie and lie. Avoid like the plague. Never, ever again.
BUYERS BEWARE of T-Mobile pre-paid mobile access. Whilst visiting from Australia I was convinced by the Boston T-Mobile sales assistant (Jeury) that their $50 pre-paid sim was ideal for all phone calls and internet access during my 25 days driving vacation around New England. I got good service in Boston, but the next day once I was 40 miles away from Boston (Gloucester MA) the service didnt work. Apparently, T-Mobile dont have enough towers and pre-paids dont get access to other providers towers.
On returning to Boston, I was told in no uncertain terms that T-Mobile would not give me a credit, because the sales assistant was an independent contractor and they were not responsible for what he had told me since he had now left the branch. If the company doubts the above, please check the records. My phone number was **. Companies like T-Mobile do a great dis-service to the business reputation of the USA.
T-Mobile charge me 341.69 for travelling to Toronto for 2 days and they advertise that Roaming are for free as long as you're within North America. They are ripping people off, and not only do they have ** service, they deceive you by advertising that roaming for North America is for free while they actually charge for it. So the game goes this way. If you ever receive a call while you're in Canada or Mexico, you will be paying for it as well as if you make a local American call while you're Mexico or Canada you will also pay for it, so never go to T-Mobile. They are thieves and deceive you.
My Samsung S6 died last night at 6:05 pm. At first I thought it was frozen then I tried everything to reboot it and this morning at 6 am still nothing so I went to T-Mobile. At 9:00 am I was speaking with them in person and still at 1 pm I was still trying to find a solution to my nightmare! Still no solution, I have to wait 24 hrs for my claim to go thru so I can do an upgrade so not only I've been without a phone that's primarily used for business but I still have to wait til tomorrow in order to upgrade (AND YES PAY MORE) TO DO SO. Their customer service is absolutely terrible. I wouldn't recommend this company to anyone!
For the past three days, I have noticed that I no longer have 4G access on my iPhone 4s which otherwise works perfectly. T-Mobile has decided to relegate all iPhone 4's and older models to 2G service while they upgrade their network. I just called AT&T and they continue to service 4s phones. However, their rates are slightly higher. Also, AT&T charges for international data and texts which T-Mobile does not with their Simple Choice Plan.
I think the best option that is available to me now is Consumer Cellular that will enable me to choose a network provider, either T-Mobile (not!) or AT&T which would normally be a no-brainer at this time. The only downside is that Consumer Cellular has limited to non-existent international data service if one travels outside of the U.S. What a mess! T-Mobile is going to lose a lot of older iPhone customers with their decision to no longer support slightly older iPhones. Shame on T-Mobile for their disregard to loyal customers with perfectly-working smart phones!
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T-Mobile has a custom of ripping off consumers while stonewalling access to information to avoid transparency and use it to illegally charge customers. I just have the T-Mobile pay per month mobile service late September. Texting from US to Ottawa a few times and they charge me about 9 dollars which is supposed to be 10 pennies each text message. Calling their customer service to inquire about what happened and they said they can not tell me what number I texted due to confidentiality!!!
Come on! If it was the number I texted, and I am OVERcharged for that, I have all the reasons in the world to know what that is. Period. I am asking consumers out there to contact BBB and State Attorney General and have your own lawyers when encountering problems with T-Mobile. They seem to be arrogant above the laws just to rip off consumers to satisfy their greeds. In my case, the guy agreed to drop the charges but that does not guarantee they will not do it again.
T-Mobile is by far the worst business I have ever dealt with. They lie to get a sale (Crown Point, In. Broadway location) and could care less that they are causing families financial distress. It appears that they (store and corporate) can make their own rules and disregard any responsibility to the customer, who is making them filthy rich. They give you the run around on the phone and all the reps read from the exact same "script". "I am so sorry you are experiencing problems, I will do what I can to resolve them today". They never resolve anything. The only thing they accomplish is causing more frustration and wasting your valuable time. I should have done my due diligence first before ever stepping foot inside a T-Mobile store. I hope I can save at least one person or family from the nightmare we have been forced to endure with them.
While I generally enjoyed T-Mobile customer service, the service in my area was grossly understated on the coverage map. I couldn't stay connected at home, in the car, or at most places in the city. The only place I could receive service was my office, where I don't use the phone. After multiple calls, I was allowed to cancel my service as there was nothing else they could do to improve the service. They told me to keep trying back every so often to see if there is an improvement in the tower strength in my area.
I switched back to AT&T and was so green at it, I had no idea it would be three months before I would ever receive the money to pay T-Mobile for their phones. I did have one last bill that I planned to pay off, but wanted to pay everything together. I started getting nervous when the bills started turning a little nasty threatening to turn me over to Collections, so I pressed AT&T to process my submission, which required calls almost every two to three days. I believe these mobile companies know the scheme.
Anyway, so I receive the cards and call to pay the balance on the last statement sent and find out that three to four days ago, I was moved to Collections and assessed a fee of 50 dollars. I kindly requested for the 50 dollar fee to be waived but T-Mobile shifted me to the collection agency (AmShur) who refused to waive the fee AND told me that if it didn't get paid they would never unlock my devices or let me come back to T-Mobile without paying it.
I hadn't had time to process this, but was willing to ask for help. What came next was a "Terms and Conditions" quoting, angry supervisor who made me feel as if I was a person in default of car payment still riding around in the car. She assumed that I was trying to scam them as "customers always want their devices unlocked but don't want to abide by the policy." As these are not people I am used to dealing with, they became irate at me, as if anger at my asking questions and trying to request help was an infringement on their time and human rights, and belittled me by saying I was "asking the same thing over and over again." Well, I was.
I have never seen any agency that is interested in retaining a customer treat anyone like this. She stated that "Customer service will tell you anything to make you happy, but my job is to collect the money you owe. I don't care that you didn't know about the fee. If you had read the TERMS and CONDITIONS you would see that we can charge you all kinds of fees. And you should consider yourself lucky that it's only fifty dollars. A lot of people pay several hundred dollars. Your option is to pay it or pay the original charge, and your devices will not be unlocked, and you will owe the money if you try to go back to T-Mobile."
Well somehow, it seems that T-Mobile is actually capitalizing off of these fees because they know that there is no way any other service provider will get you the rebate in time. So with that being said, T-Mobile has lost a customer. I'm sorry I didn't thoroughly read the Terms and Conditions to see that they might be a wolf in pink sheep's clothing.
So my phone freezes on me last night while trying to take a picture. Ends up shutting itself off and at this point has not turned back on. Only time it does is after the batteries been out for 10 min or more and it only goes to the T-mobile screen then shuts off again. Well this morning full charge doesn't turn on at all. I took the battery out again and this time the phone ceases to turn on even to the T-mobile screen. I spoke with a supervisor on live chat with T-mobile yesterday. Her name was Karen because Ryan the live chat csr basically was nonchalant and didn't seem to care to want to help me out. So the supervisor places an order for a replacement phone to be delivered the next day to the store nearest my home. I walk to the store today and find out the phone's on backorder. Add this to the number of unresolved issues I've had over the last 2 years.
Now it's to the point where I'm currently talking to a different supervisor. I've explained the history of issues that her company has never fixed and the fact that this phone initially had a next day shipping order then 5 days waiting period on the backorder only to find out it was actually 17 days I'd have to wait. So I ask her “Is there any way to get me a replacement phone today?” She says "Yea but you'll have to buy the phone in full and start a new payment plan." Now given this would be my 8th phone with them in a little more than 2 years I'm not about to start a new plan with them when they can't even fix their current state. Currently I've been waiting to speak to manager now for almost a half hour. I'm questioning if the new supervisor (Jan) is even being honest with me about reaching out to her manager for me.
Bottom line they lie to you, pass the buck when you need assistance in troubleshooting and play stupid when you ask them to do even a little extra like reaching out to another store to see if they have a replacement phone in stock. If you would like to know more about the issues I have with T-mobile please reply and I will gladly fill you in as to why you should stay far away from them if you can help it. If I were to continue the review though on one feed I'd run out of space. Take care everyone and I hope you found this somewhat helpful.
I woke up today to find none of the 4 T-mobile phones could send or receive calls. The wifi worked, you could play games but calling and texting were no longer an option. I contacted their online chat, tried several things, nothing worked. They sent me to the store. Found out once I was a few blocks from home the phone worked, but I still couldn't contact my house. T-mobile tells me they can get me up and running all I need is a booster. Problem I left the house without any cash and they will not put it on my account which I've had for 2 years & it's always been in good standing.
So they tell me to contact online chat again & maybe they will just send me one. Well Romel ** was not as pleasant as the first guy. I need to be patient, they're improving services & no, he has no way of sending me a booster. Oh yeah, he gave me another number to call so I can continue to waste more time on this. This is how I see it. When I signed up with T-mobile I didn't sign up for a booster, improving services shouldn't mean making my service worse and if you are, then send me the booster. Do that and problem solved. Alas the only solution to my problem will be to find another carrier.
T-Mobile may have good service and connection, but when it comes to their billing and inside people they truly have no idea what they are talking about. My father started an account with them and they sent him 2 bills. He paid them both off and both cleared the bank, yet they couldn't locate the payment. Then after calling and explaining the situation to several people, they continued to transfer us all over the place until we reached the 7th person. Thankfully they were somewhat able to resolve the problem, but when they say "you have my word" don't take that crap. I would drop off of them so fast and believe once the contract is over they will have one less family to deal with. They may make money, but they have no time or care for customers or their staff. If they cared about the staff they would all be trained properly.
I have worked in call centers for years and the least they can do if a transfer is to occur is warm transfer, meaning they will get the next person on the phone and brief them about the situation so you don't have to continue to explain yourself. If you want to go with T-Mobile I would highly reconsider, unless money is no object and you don't care where your money goes because they will over bill and not refund, and just put your money towards whatever they choose to.
I am new to T-Mobile, and I went to the store to purchase an iPhone 7Plus. When I purchase my phone on 9-15-2016, I was told that it will be in Sept 23-Oct 10, 2016. However, I received a letter a few days later telling me that my credit was declined. I call T-Mobile and was told that letter was sent out in an error. Next, I receive a text on 10-4-2016, informing me that my payment was declined and my order was cancelled. I call T-Mobile, and was speaking to someone that their English was unbearable and I ask for her supervisor, at that point the telephone hung up. I called back.
Long story short I am very upset at this point and spoke to someone who too disconnect the phone on me. He calls me back, tells me I have to reorder. Now, here's where I am very disappointed with the company. I am now told my phone won't be in till Nov 1- Nov 31, 2016. Never again or will I tell anyone to purchase anything from them (T-Mobile). This is bull and they don't really know what damn date it will be in and should tell the customers for we can choose if we want to wait for them!
I have been with T-Mobile for more than 10 yrs now, never had a problem with them. I have 5 lines in my account and connections are all great until about a month and a half ago. In my work area (where I am running my business and cellphone is my major means of communication), within 5 blocks range, my network connection becomes VERY unstable. It was great before then, but all of the sudden, one bar to no bar at all. My phone cannot even find T-Mobile as available network in my area. T-mobile said, they are upgrading the 5 towers in that area and will take 1 month to fix. Meanwhile, I am using my WI-FI calling, which is also unstable for whatever reason when all our other devices can connect without a problem.
One month after I started calling customer support and T-Mobile, they said the upgrade will be done in 24 hours. 48 hours gone by, problem still exist. I call again, they offered $10 credit, because they said, "They don't usually give credit when they are upgrading the tower." Are you kidding me??? I am losing business because my customer cannot reach me. They said, another 48 hours. 55 hrs later, problem still exist, this time they promised another 48 hours and offered me $30 credit this time. I still did not take it.
6 weeks without a network, I call again, the tech guy said he will be "brutally honest. THEY DO NOT KNOW WHEN IT WILL BE FIXED. IT IS FIXED WHEN I STARTED GETTING PHONE CALLS AGAIN." The loyalty department offered me $40 credit this time, one month for just my line, because my line is the only one getting an issues. I talked to somebody today again, still no resolution, they do not know where exactly the tower is, I am so frustrated and already losing my patience.
I bought my phone (01-Galaxy 7 Edge) in March 2016. October 2016, phone started getting hot and battery would not hold a charge. Took the phone into store #8696 and spoke with Raul ** Employee # **. He was the only one out of T- Mobile that went out of his way to help. I give him an A+ for customer service. On the other hand my phone was unusable. I need my phone because I have an 87 year old father who is terminally ill. I wanted a replacement phone but they would not give me one. I called Corporate and spoke with Kimothee Employee # **. She was not helpful at all!!!
Since my phone was under warranty and because it was a Samsung I would not have a phone from 7 to 10 business days! Totally unacceptable, you have phones in the store and could have promptly replaced mine, Kimothee said they were unable to swap from the store. This needs to be changed, we are paying customers treat us like we are.
A couple of years ago we were with Verizon, my husband had an issue with his phone, Verizon swapped the phone out immediately with no wait. I really suggest you do this to make this easier for the consumer! We have dropped calls since we have been with you and there is too much red tape to get things done for a customer.
The day after I received a text from T-Mobile the Galaxy 7 edge is on back order which will be even a longer wait! Very disappointed in your customer service, very disappointed in T- Mobile experience overall. After the contract is up we will be returning to Verizon where they appreciate their customers. My advice to you is, if see a T- Mobile store run don't walk, run away fast!! You are not appreciated as a customer there with the attitude that they JUST DON'T CARE!!!
Worst customer service experience than Virgin Mobile. The representatives have no knowledge whatsoever. Took me about 45 minutes just to change my plan, and pay for my phone. Kept being transferred to different departments, and was placed on hold for the last line, till the phone call ended. Hearing that these representatives are from Manila Philippines, have no idea of what they are doing, and are extremely unreliable. I wouldn't care about the great service, customer service is much more important than that. Pay good money to people who have been in the business for a long time, and know what they are doing. T-Mobile, you suck!
My daughter and I went to a T-Mobile authorized store in June 2016 to replace her broken phone. We received a new iPhone 6. Got home. The phone did not work. Went back to T-Mobile and was told the phone was not a T-Mobile device, and was going to be shipped a new phone, never received new phone. Order for new phone was canceled 3 times. Phone still not working properly, my daughter had a small crack in the corner of the screen after 3 months of waiting for a new phone, T-Mobile stated "O you have damaged your phone. We cannot replace it." Now still paying current bill for a phone that partially works and all I was offered was a $50 credit, and that is how you treat a loyal customer of 10 years!
I absolutely, 100% regret the day I was talked into switching from Verizon to T-Mobile. Worse tech decision I've ever made and I regret it EVERY SINGLE DAY I have to deal with the barely existent coverage. T-Mobile's coverage is comparable to Cricket's coverage circa 2008. The absolute worst coverage I've ever had the displeasure of using. No...I'm sorry, I take that back, that was just not true. CRICKET HAD BETTER COVERAGE IN 2008 THAN T-MOBILE HAS IN 2016...TWO THOUSAND SIXTEEN!!! I wish I could give T-Mobile a negative score.
Used T-mobile for many years and their coverage was trash. I'd get 2 bars at best unless I went downtown. Dropped calls, there were many instances where I couldn't even make a phone call because service was so horrid. I live directly by Albuquerque, not in the middle of nowhere. When switching carriers I had to leave one line up as the phone had to be ordered. They ended up charging 180 dollars for that last line for a month's worth of service. This is a crock of crap. The entire bill was less than that monthly. Worst experience ever.
I've been dealing with T-Mobile for the past 3 weeks about getting my caller ID straight. When I make phone calls home or anywhere else the caller ID comes up a different name than mine. Therefore anyone I call doesn't know the caller ID name showing up on their end so they don't answer my phone calls. 4 times I called T-Mobile to fix this issue and 4 times T-Mobile tells me I need to wait 72 hours for the issue to be resolved. Well here I am. UNRESOLVED!!!
I was with AT&T for several years and recently saw the T-Mobile commercials and videos the guy at T-Mobile made about their upgraded towers and fast unlimited service so decided to switch to T-Mobile. HUGE mistake! I switched over my 3 lines and got a bill within 2 days for over $200. I figured they just bill a month ahead so ok. I took two of my own unlocked phones over, and bought one phone through them and it was paid in full right away so I called them and after a 1hr 20 min wait, they called me back and I asked them to unlock my phone which they are supposed to do by law. They said sure after you are with us for at least two months. I called back and after complaining to a manager for 15 mins she overrode it and had it unlocked.
I was with them 1 month and had a terrible echo that I heard on my phone every time I made a call. I did about 20 speed tests from all over and the highest download speed I ever got on their network was 13, I had over 35 on AT&T. I had no service at least 3 times in less than a month, their website never showed the correct phones we had, and even though I used less than 1 GB I kept getting messages saying I was over my data amount and was going to receive slower speeds. I tried to call them several times to fix these issues and EVERY time had almost an hour wait to speak to a person with an accent that I could barely understand.
One lady asked me, "Why do you want to see which phone you have online it don't really matter?" I said because the website is supposed to be correct and don't act like I am wrong for expecting it to work properly. After less than 1 month I was so sick of them and their horrible SLOW service that I went to Verizon. My speed tests on Verizon are over 90 on every test and the price is the same. DO NOT fall for the T-Mobile BS of unlimited fast service because it is in NO way at all true! Their service is very slow, the call quality is awful, they say they are unlimited but ARE NOT, they slow you way down, and they have horrible customer service. I would never go back to lying T-Mobile again and would never recommend them to anyone! Trust me, I have nothing to gain by telling you this, T-Mobile is horrible and you will not be happy if you switch to them!
I wish there was a way to give less than one star. I switched from Verizon to T-Mobile to save money. What a huge mistake that was. First my Visual Voicemail on my iPhone never worked. 4 phone calls and 3 chats, still didn't work. They kept telling me there was an issue with android and the voicemail. Each time I told them that I didn't have an Android. It never clicked with them. They told me, "well you can still get VM, you just have to dial 123." What? No, the service was so bad in my home that 1/2 the time I didn't get my calls and I never got a notification that I had a voicemail. And sending a text was a nightmare. Every text I sent I got a message saying it couldn't be sent. I went back to Verizon, it only comes to about $3 more per month and the service was so much better.
Every sales rep and supervisor are telling the different story about the issues. Poor in knowledge. Whatever promised to do and any mistake from T-Mobile, T-Mobile company are not responsibility. I thought T-Mobile is a big company. Could not have this simple error happened. It's not right.
I have been with T-Mobile for over 2 and 1/2 years or so... I recently trying to get trade in iPhone 6 for free iPhone 7 deal and they told me I have to change my T-Mobile plan from 120 to 180. I was like "why?" They answered they can't do anything to help that and either I upgraded to 180 plan or I can go with a different carrier. In fact, I was talking to 2 customer loyalty advisers... What a scam.
Not the first time I've called the customer service on the phone and I'm on hold for at least an hour. I rarely do these reviews. But I'm so freaking angry that I made an account just so T-Mobile hears the fact that they need to make some improvements. This is absolutely absurd.
There is a hardware issue on my phone and T-Mobile says 5 days to fix which since the weekend is coming means I will be out of a phone until next week. Also they gave me misinformation and it took a manager to give me the right info. They do not care about the customers. Do not buy their products.
For the last week my phone says it cannot find SIM card and will not let you go past the message until you restart phone. Today (9/21) I had people trying to call me at 5:30 am and their call would not call into my phone. Messages would not send. Had to take SIM card out and put it back in. This same issues have been happening with a co-worker's T-Mobile phone too. I am a care-taker and not getting a hold of my mother is not good.
I switched to T-Mobile from Verizon to save money but the reception was worse, there were dropped and missed calls, and emails and texts sometimes wouldn't go through. I run my business with my cell phone, and after struggling with it for a few months I paid T-Mobile almost $400.00 to get out of my plan and go back to Verizon. That's how bad everything was - I was willing to pay that much.
So this has been by far the worst service I have ever had. I was tired of the high bills at AT&T so I switched to T-Mobile. Probably the worst decision I've ever made. I work in the heart of San Francisco and I get absolutely no service. I actually have to enable WiFi calling to attempt to receive or make phone call or texts. Never had any problems before with AT&T. I went camping this past weekend, and everyone had service... except for me. My unlimited data is very limited. Always has buffering problems. After a short month of having the worst cell service of my life, calling customer service to try and resolve my issue 3 times, I've decided to cancel and go with Cricket. Cheaper than AT&T, but they use their towers so I get great, and reliable service. T-Mobile, get it together or you'll be gone!
I switched over to T-Mobile, from AT&T biggest mistake smh. T-Mobile is offering a $650 credit if you are switching from another company, I only had T-Mobile for a month. I couldn't deal with them anymore because of the service - I always dropped calls. So I go back to AT&T and come to find out T-Mobile never took care of the switch over and wouldn't pay my last phone off basically because they were losing a customer. I wouldn't recommend T-Mobile to anybody. Customer services is terrible and so is the phone coverage!
T-Mobile is the absolute WORST company to ever be created on this earth. I pay for unlimited data and I BARELY ever get service. Basically Never. Especially in my house (dead zone) and anywhere else I need service, it is not provided. You will pay for unlimited and when you complain you find out that they've restricted your data, Even though I pay $100/month for unlimited. The employees are horrible, the CSR are much worse. They will lie to your face. I one day hope to see T-Mobile spontaneously combust into a million little pieces. And stay that ** way.
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