T-Mobile Reviews

I went to a store to request a phone order change but was told I had to call the customer service line. I’ve now been waiting in the queue for an hour and still counting. Long time customer with this carrier. Considering switching to Verizon.

People please listen to this message about T-Mobile customers care. They are taking your information and using it without your permission to make payments and charging you a certain amount every week, when you call tmobile. I will cancel my services with this company and look for another more reliable one.

So many hidden fees and so many "late" charges. Apparently I've been paying them since the 1st bill. I do not recommend T-Mobile. They do have good customer service as in people that answer the phone but the fees and the bills go on forever. I canceled service back in August, and I'm STILL getting bills for "equipment fees." I already paid for the phone....

I paid my balance on my account and was promised that my account would be re-established. I have contacted T-Mobile multiple times since their promises has not been fulfilled and got nowhere besides being transferred between multiple departments and getting frustrated. Spent 2 and half hours on phone and got hung up on. I asked to speak with a manager and was told the results would be the same, even though I did what I was asked to do and T-mobile failed to do what they were supposed to do on their end. I paid my balance on 9/19/25 and was misled by T-Mobile in hopes of re-establishing my account and they knew nothing about how to make that happen.

I experienced discrimination at T- Mobile store. The story starts with a call to customer care and a broken phone (10 year customer). They tell me I can pick one up at a store over an hour away. When I arrive, it is a happen place with a ton of people. I wait the manager says, "Can I help you." I say I will wait. He say, "No, what do you want." I said, "I’m here to pick up a phone." His response, "We don’t do that!" I said, "Well I will call customer care." His response “I will call the police.”

T-Mobile is one of the biggest scams. Why should I have to pay over 4000 dollars a year for internet and shitty ass service. They won't work with you. They try to so well there's a promo going on. Well how about charge me for what the service is worth. They charge you because they can and laugh about it when you get the plan. And they don't pay taxes at all at the end of the year. But they make us pay all these surcharges and pocket the money. It's a joke.

This company stole my last payment to unblock my phone. They can’t find where the money goes. I can provide with my name and number to any manager who wants to discuss the details and I can provide without any problem.

I strongly advise you not spend the extra money on their protection program. It's through Assurant wireless. I had the program for 3 or 4 years. Cracked the front of my phone. When I went to file a claim I was told my phone was not eligible to be repaired. I could only exchange it at $199 deductible. Entirely different than what all the advertisement says. Spent over 3 days on the phone 3 days on the phone to get nowhere. While T-Mobile collects the premium, sign me up for the premium. They never told me my phone was no longer insurable. When I spoke to T-Mobile they sent me to to Assurant so T-Mobile's customer service regarding their insurance plan is ridiculous.

I’ve been with T Mobile about 7 + years and I’ve never experienced so many discrepancies with a phone company that’s lied about the billing. I’ve been over charged every month since I started service with them. I would absolutely not refer them to anyone not even an enemy!!!!🤬🤬🤬🤬🤬

T Mobile is horrible. The price looks appealing, however they do not follow through on their word. Never swapped my account over as they never kept 3 appointments. However they debited my account on August which they refunded immediately without questions. However they did not removed my card from their system and this month September it happened again. Frustrated I call, was told it would take 24 to get an approval, but I pressed and asked what was different this month, they wanted to argue, refuse to get a supervisor on the phone. I have now been hung on 3 different times.

T-Mobile customer service is the worse of the worse. The English is not understandable. They promise they will do what we discuss and not follow thru. Next thing you know your bill is jacked up. English needs to be taught. Everyone is called either, Chris, Michelle, Nico or David. What are the foreign really names.

I don't understand when you go pay your bill at the T-Mobile store, why they charge $5.00 for me to PAY MY OWN BILL???? I don't do nothing online, but if I pay cash, they charge me!!! That doesn't make any sense!! This is the only service that does that!!! Getting ready to switch back to AT&T, better service and getting their internet!!!! My bill is $98.00 every month, go pay at the store, it's $103.00... time to go!!!

The worst experience I had in my life, that T-Mobile gave me. First they told me to get 3 line cost the same than 2. They had an offer new iPhone On Us if you switch Experience Beyond. The 3rd line was not free and I ended up paying much more what I supposed to. When I wanted to turn back the 3rd phone they did not accepted it because it was 14 days over. Of course I only could figure that out after two months that they will charge me for the phone when I have seen that on the second bill. Not only that but the work perks that I supposed to have after my corporate discount, I did not get it. Finally they offered me to reduce my bill to $169.36, from $240. I agreed to pay that amount until the end of the contract. 1 month later, it changed it back, then I realized I don't receive any Experience Beyond benefits anymore agreeing with that $169 so I complained again. I did not know about it.

They lie and say they will pay up to 800 to pay off your old plan but they cancel the payment all the time. Then when you call them they assure it's been approved but then the next day you see it denied again. Also the tech deleted all my videos and contacts right before they were suppose to transfer it. He totally factory reset the phone and it had all my family's pictures over years of kid and their first and growing up.

** Seen this commercial and thought about switching? High dont recommend it, been with Verizon for 15 years, switched to T-Mobile 5 days ago because I was having service issues with Verizon, I got thr best plan with T-mobile with the Starlink access, that says you can virtually send a text at least from anywhere, this is so no true, I have the same service issues in the same places as I did with Verizon even with the 600 or whatever starlink satellites they say they have.

On September 11, 2025, I made a monthly payment for service through TMobile's, which they require you to use. The amount due cannot be changed. I paid that amount. Then set up a payment arrangement for the coming service bill, also on their app., via my bank card. A week later, they shut off my service on September 18th.

I purchased a phone a few days ago and two days later the service stopped. I called customer service who said he couldn't re-activate the phone, but transferred me to tech support. After reading off SIM numbers and other IDs, the technician concluded he could not activate the phone and transferred me to the high security activation team. That team member tried to text me a link so I could take a picture of my ID, then upload back to him. He apparently didn't understand that T Mobile had deactivated my phone, hence no text capabilities. He then emailed me a link, asked me to open, take the pic of the ID, then text back the image to him. Again, I had to explain I had no phone service. He finally said he had done all he could and told me I was out of luck. Terrible support service. I had Verizon for seven years without a problem; I'm on T-Mobile for two days and don't have a phone that works.

I signed up for T-Mobile because I was trying to save $$. I changed my mind after talking to friends that live near me so I returned the product unopened the day after I received it-returned to a store not mail. Then I received a charge on my debit card for the monthly service, I guess whoever did the return didn't close my account. Anyway...I called and the lady was vey nice and said I'd receive a refund. A week later no refund, Had to call back, talk to various people just to hear I had to wait until the end of their billing cycle to get my refund that shouldn't have been charged in the first place. So I wait. I checked my account. Still no refund. I guess I was supposed to call back again at the end of their billing cycle and ask them. Total crap! big waste of time. Not worth it at all. I 1000% do not recommend! I'd give -stars if I could.

I would give them less stars if I could. They lied about a promotion then didn't give us the $800/line credit for switching phones, our bill that was suppose to go to 280 went to 423. I tried for months to get it fixed. They can never help when I have an issue. Worst customer service I've ever experienced. They cost me $5832 dollars.

I had a 2'yr contact with T-Mobile. That's over, I changed to Mint Mobile which is owned by Tmobile. I recently lost my job because of Trump's BS and had to go with prepaid since I couldn't afford 3 months up front with mint. Can you take my service off the two cans and a string and give me some service that works? I paid almost the same amount as I was paying for post paid. How can the service be that freaking bad on prepaid. It's 100° outside where I'm at. Why do I have to go outside to use service from the same company? $70 to sit in the heat and hope I get service. Why am I back here? I should have ordered Safelink. Hey at least I know what to expect with safelink. I know I will never call that company again as long as I live. Tmobile just made #2 on that list. I AM NOT PATIENTLY WAITING FOR NOTHING! I will go phoneless before I ever call another phone company to ask "WHY"?????? Ughhhh.

Terrible reception everywhere, even though I have 5G, Technical support takes so much of my time with protocol talking and doesn't solve the problem. They apply international charges from Canada to the US when they say they don't, when I called for information. Don't get T-Mobile. I have been too lazy to change companies, but I will have to.

This service is terrible. Nothing ever works. You are constantly trying to get ahold of someone and it takes hours just to get a simple problem resolved. I will be going somewhere else. I can’t take this anymore. If I’m paying for a service It needs to work.

I closed my account due to constant poor internet connection and very poor customer service. The internet was very slow. Almost not there at all. Yet I was paying $65 a month. When I pay my bill by phone they charged additional $10. For that service. Since my disconnection I. Keep being billed $7.a month for late fees?? But I don’t have an account! Can’t use the automatic phone service because I don’t have an account to verify. Can’t talk to a representative because I don’t have account to verify. The app is useless because I no longer have an account. Can you see the nightmare this has become? If I don’t pay the 7$. a month it will compound and count against my credit too. What am I supposed to do? Keep paying $7. a month till the end of time? I’ll hand write a letter to customer relations today and certify mail it. My only other choice is to hire an attorney. T-Mobile has to be stopped somehow. I owe them nothing. What a nightmare!!

Been with T-Mobile 8 plus year, so, so coverage & rate hikes, but worst of all when I transfer my lines to another carrier early this year & try to cancel theirs multiple ways, but I’m told I can do nothing w/o a 4 digit code that sent to their old line with that no longer exist to get it. Stuck paying $200 bill monthly with no way out even tho I pay the new carrier for the same transferred lines for many months now. W/o the code they say I have no authority over the account, but I’m still liable to the bill on service not provided. This security tactic bondage scam is sickening. Thieves, I’ll have to take to court to make bills stop & recoup $1000’s it’s looking like.

Much like others, we were deceived (actually, I'll say it, LIED to) by the salesman (known as "D"). You name it, he lied about it...amount to activate lines, being able to mail the items to a different address, being able to easily activate our multiple lines in multiple locations, even the case and screen protector pricing...He was wrong and/or outright lied about all of it. Was switching from Verizon because of repeated poor customer service...and wow, I think T-Mobile may have beat them, and I wasn't even a customer yet! If I was able to rate this at minus 5 stars, I likely would.

If I could rate them in negative numbers, I would. DO NOT believe ANYTHING T-Mobile tells you!!!! They lied and promised me rebates for switching. I have been waiting over 3 months, and they have every excuse in the book to not pay out. They also are charging me double what I was told it would be. The service is also AWFUL. It is slow and never works. I will keep fighting until they pay up. I have probably spent 8 hours of my time on the phone trying to work this out. I am OVER it.

I have never spent the whole weekend and two days at a phone carrier store. Friday 6 whole hrs. Saturday 2 hours, Sunday 1hr, Monday 1 hr, Tuesday 30 minutes. Tuesday was the worst experience, the store was smelling like weed, the gentlemen had words with another person and said he wasn’t helping me anymore, he doesn’t have to deal with me, and took him a while to go get someone else to help. The next gentleman couldn’t figure out the issue either. Told me to dial 611 and they could help me. Then l brought some ear bugs. l said no plug comes with it. He said my charger with my iPhone should work.

The store on Main St in Hamilton, Ohio the staff is rude and not helpful even the manager is rude. When you call or chat it always takes way too much time to resolve anything. They are nicer but most of the time they cannot resolve your issue. I am beyond frustrated for 3 weeks. I have been working on the same issue and have spent multiple times on the phone or in person to trying to get help.

Terrible customer service and deceitful. We signed up over the phone through an account representative and were planning on getting new phones and bringing over our two phone lines. We discovered not only did she create temporary lines for us (which we did not ask for), but she also falsified how much our plan would be and created a temporary PIN that was not the one we provided. The day we received our phones, we discovered the discrepancy in the plan and we attempted to call T-Mobile to cancel our lines and return the phones. They refused to help us since we could not provide them with a correct PIN (a PIN that we never created) and we did not have any access to our T-Mobile account. We then had to go into the store and have a manager assist us in cancelling not only the lines that were created without our permission but also to return the phones that were not even opened from the box.

Text message issues. My texts aren't being received. A week now. Sent everywhere. No resolution. Spoke with "Ms. **" on September 15, 2025. She went BEYOND in her efforts to assist me. She gave me huge hope for the Customer Care service. My husband and I need to find PIN number, so resolution not found, but "Ms. **" showed excellence in her efforts to troubleshoot every other way. Each store I've encountered did nothing to help us. 5 years Customers. Thank God for people like "Ms. **." Mrs. Phyllis **. New Orleans, Louisiana. I'm praying for a resolution. My husband can only communicate via text on job. SOME PLEASE HELP. THANK YOU "MS. **."

Terrible service. Customer service is the worst. I called to cancel an iPad line and was told it would be cancelled. Months later I am still being charged for it. I called up to complain, customer service (from which ever country he was from) told me since there was data usage on the iPad, even if he were to process a refund. There would still be an automatic charge because of usage and if I would not pay that amount it would be reported to the credit bureau and affect my credit. As if the data usage that was incurred was my fault!!! Even while I was a customer with them It was the worst experience ever. It’s such a pleasure not to be with them anymore.

Service barely works even at our house and the store. Has to return the home Internet as it could not even hold one items. Multiple connections killed it all together. I was told they had the best connection but the other main providers we had no issues with just T-Mobile.

When wanted to upgrade phones, store representative was acting as "it's not our problem, you need to call insurance for replacement". Decided to switch to another provider, this is when I learned that I have extra watch line and extra streaming line, I wasn't aware. When attempted to cancel lines on 8/24 was told that their billing ends on 22nd and now have go wait until 9/22 to pay another bill for month without using actual services. When attempted to pay bill that was due on 9/15, was unable to pay it online or over the phone. Paperless account with no T-Mobile number attached. Had to drive to store more than 10 miles away to pay September bill. Spent an hour with customer service in the store to learn that after 9/22 will be another bill and have to drive to the store to find out amount and to confirm that it was really final bill. I was Sprint and then T-Mobile customer after merge for 20 years. Never again.

So I was having internet issues. YAMBO who goes by Elissa at Windsor CT WAS ABSOLUTELY A GEM!!!! She was professional, knowledgeable and rectified my issues with internet by upgrading my hardware. She walked me through the process and my wifi is perfect now!! I recommend her 1000 percent.

T-mobile customer service has gotten better all of a sudden! I'm not sure what they changed but they're beating. Their representatives have really put in the efforts to help me and make the necessary and fair adjustments to my bill. I'm satisfied & have no complaints thanks to the efforts of their customer team! I've been a customer at EVERY cell phone carrier in my adult life and T-mobile has beaten their competition at the level of good customer service provided to me.

After 22 years as a loyal T-Mobile customer, I never imagined feeling so frustrated and disheartened. Since relocating to a new state two years ago, my service has been nothing short of a nightmare. Calls from friends and family rarely connect on the first try—often requiring multiple attempts. Voicemails mysteriously disappear, and calls don’t even register in my call log. Even making calls myself is a hit-or-miss experience.

Yesterday, I lost my phone. Needless to say, I am devastated. Besides losing personal photos and texts, my office phone was forwarded to my cell. I require 24-hour access because I operate a funeral business. Hoping for help, I called T-Mobile for guidance on how to remotely access voicemail, something I had never done before.

T Mobile has been overcharging repeatedly and then when I had a phone fail they sent me two different replacements that DID NOT WORK. My bill has jumped $200 and they will not give me a breakdown as to why or how.

The worst telephone customer support I have ever experienced. T-Mobile has outsourced their customer support to a foreign organization that couldn't care less. They will keep you waiting on the line for hours. If you complain In any way they will even hang up on you after putting you on hold for more time. It happened to me and my wife on different calls. I will never so much as consider being a T-Mobile customer again. If you ever have a problem with T-Mobile service and try to get it resolved over the phone, you're in for a a lot of frustration and disappointment.

I had a worst experience with their customer service team. They deceive me by misleading because not everyone know their job or good trained especially managers have no time to talk to with customers directly. So be careful. I was misleaded by them and when I keep calling for my issue and hold for 3 hours each time no solution and manager has no time to listen a problem. I got loss of $800 and how they told me to check company policy and long ass contract, that nobody reads. In short I switch a line from AT&T to T-Mobile and they offer me credit of $800 for new phone. Unfortunately my phone has manufactured defect and when I return my phone even within return policy and ask for new phone they said they won't give me my $800 credit back promotion for new phone as a replacement. WTF. They make me fool. Now I'm going to switch my line with other carrier.

I am writing to formally express my dissatisfaction with the service I received at T-Mobile Granada Hills store (17921 Chatsworth St, Ste 34b, Granada Hills, CA 91344) today. A staff member named ** demonstrated unprofessional behavior during my visit. While multiple customers were waiting, ** attended to a client, who briefly left the store to buy cookies and then returned. Instead of serving the next waiting customers, ** went inside for couple of minutes and then waited for that customer until they are back to store. Continued to prioritize them. This resulted in excessive waiting times for others, including myself, and created a frustrating experience. By the way this my second time im facing bad experience with **.

I just received terrific in-store service at the T-Mobile store in Willow Street, PA. There the manager, Terrell, gave me attentive service despite having to take care of 3 customers at the same time. He helped me move from another carrier despite difficulties caused by both that carrier and T-Mobile corporate. A shout-out to a deserving young man.

My services were removed from Xfinity by T-Mobile before rep knew my needs or current equipment. 6 days later, still unresolved...may cost me $$$ for Xfinity to fix. Disastrous Nightmare for senior citizen...

T-Mobile sold me a mobile Hot Spot telling me it had the capacity to handle continuous operation of my security cameras. The first device failed in one day, I returned it the next day and they gave me another one. The 2nd Hot Spot failed within four months. When I took it back to T-Mobile, I discovered that the 1st sales person lied because the 2nd sales person told me that a mobile Hot Spot was never meant to handle the continuous load of my security cameras. He told me the home internet service would meet my needs; so I purchased that instead.

Having an issue with them, "throttling" my service towards due date, (not a data issue). They never transferred my old number, charge $15 if "extension payment" doesn't go through at 8.a.m., even though they are paid that day, lied about cheaper rates and charge $20 reactivation fee on EVERY device if you miss a payment. Payment schedule is worse than a credit card's schedule. Tries to confuse customer. Go somewhere else, they promote a lot but don't keep their word.

Can’t place or receive call when I’m in Taiwan. It needs to be get permission in USA before you travel to Taiwan. I bought the plan while I was in Taiwan and there’s no way to have it turn on, waste of money.

Mixed attitude re: T-Mobile. I got signed up quickly, but did not get the phone number transfer from AT&T I asked for. The prices was good for the 5 G service with unlimited data. The 5-year hold on price impressed me. My speed has fluctuated from about 380 - 550 mbps, which is okay with me. My only problem is the drops in connection, which happen too often.

I threw my 15 $ charger in the trash but I bet they just let somebody take it. 3 stars, but the phones are super good, but they lost my 15 $ charger in the trash apparently, like they said we can leave our bag there when we go to the hospital for my dad and get something to eat, but they let somebody take it because they wouldn’t throw away a charger box thing, and an actual charger.

I had a question about billing and I dialed 611 their customer service line and said there would be a $10 charge to speak to an agent! I’m sorry after 7 years time to go elsewhere! I always thought they were the best.

I no longer have T-Mobile because they were charging me a fortune. I changed providers BUT I forgot to cancel my MOBILE HOT SPOT from T-MOBILE. No matter how many times I call or go online to chat, they can't do ANYTHING to help me. I'm still being billed for this hotspot that I have tried to cancel for the last 2 weeks. Their online chat SUCKS & I don't like using that word, but it does. They keep telling me to log in over & over again. Then the chat tells me to call & they are even worse! They are IMPOSSIBLE TO CANCEL unless you switch to another provider to include the hotspot, if you have one. They literally give you a LIVING HELL to cancel. They continue to bill me for this mobile hotspot that I PURCHASED OUTRIGHT & they are charging me monthly because they REFUSE to cancel this account for me. HOW CAN THEY JUST KEEP STEALING FROM CUSTOMERS? In my opinion, they are awful & very dishonest.

I just have the worst customer service experience with T-Mobile. I wish I had gone to AT&T. I've been with T-Mobile for 9 years. I recently took a cruise and I was advised that I should put my phone on automatic roaming. Well when I did this I approved some charges on to find out two days later from a representative that I should have put my phone on airplane mode as I had informed the representative it was my first time cruising and I wasn't sure how International charges work. Well they disconnected my phone while I was out in the middle of the ocean and I had two supervisors to promise me that they were going to fix all the roaming charges I had on my account. At the time it was $338. Well I spent nearly three days without any service because T-Mobile said they could not verify me because they could not send me a text message.

Do not sign up for t mobile. They will make it living hell to cancel. I got a new service provider 4 months ago and I am still trying to cancel their services. Just this month they billed me for non return or internet box which I sent same week they sent me the label. As far as cancelling phone line that also took way longer than needed and they charged me for time I was not using phone.

Tmobile is fantastic. NEVER had a problem With customer service, always there to lend a helping hand and will stay on the line until everything is resolved and the store in Lanoka is also very helpful. A+

They lied from the start, I was warned but I tried anyway. I never got my phone number, and they STILL stole my money a few weeks later. NO CUSTOMER SERVICE. They told me if I canceled I would get my >$100 back but when they couldn't provide me service, they used my credit card that I used to buy the sim card. RIPOFF ARTISTS.

Extremely bad customer service, especially for the customers who are loyal and with the company for more than 8 years. I bought iPhone 15 about 3 days on 9/92025. On 9/11/2025, there was a price drop of $100. I called T-Mobile on 9/12/2025 in the morning and requested them to adjust the price drop for my phone. The CSR talked to his supervisor, putting me on hold, and said that there's nothing that he can do.

T-Mobile has the worst service ever!!!! A lot of times I don’t get my texts and calls thru my phone. This is a ongoing problem because friends and family have the same issue. T Mobile knows about this problem!!!! Will change my service!!!!

I tried to come over to T-Mobile on 25th of August 2025 and all service issues with my phone remain and they are not trying to give me a refund that is totally owed to me. Please I'm warning you to stay away from this service provider.

Their app and procedures are extremely frustrating. Going in circles and continuously being charged despite trying to cancel has be rejoicing the day I decided to change providers. I’m now having to go through my bank to block charges so I can end the madness! The people were friendly but just so unhelpful and I don’t fell like it was their faults. T-Mobile needs to fix their procedures.

Tmobile customer service use to be great. These last 2 yrs have really been horrible. The best thing they have is their plans with good rates, & tmobile tuesday, everything else sucks. I have been a loyal customer for over 14 yrs & got treated like I just signed up.

Sometimes, without warning, when I try to dial a number, a voice comes in to tell me that I have not paid my bill, and that I can do so now with a credit card. I am informed that one may place a "Standing Order" to have T-Mobile's bill automatically paid. HOWEVER, calling T-Mobile to do this required me to know my account number, but because of paperless billing, I don't have it. T-Mobile's customer service support directions say something like "Just dial 611 on your phone and we'll solve your problem." This fails to work

Tmobile is worse than Xfinity to deal with. Neither will take no for an answer. Tmobile is the worst company to deal with. Terrible customer service. They want every way verify it's you, still terrible service trying to submit a review, they won't do it unless you glorify them.

Offered a free month of service, with no commitment and no fee to end service for the first month. Service was TERRIBLE! Super slow, barely worked in my area. When I tried to cancel the service after the first week, they would not accept that I wanted to end the service. Every time I tried, the associates kept pushing me to stay with them or to upgrade. I called repeatedly to try to cancel. It was long hold times on the phone, just to reached multiple associates that absolutely would not take no for an answer.

My experience with the internet of T-Mobile is so bad, the internet is so bad, I don’t recommend this company cause it has a so bad internet connection. I think Boost have a better internet than this company.

I added a line to my phone and traded a phone in. I told them I wanted no changes to my contract. They said I could pay the phone off by calling in, as they could not take payments at the store. I called to pay off phone and I was told I could not unless I wanted to pay full retail instead of the 50% off promotion. So I have payments for 2 years. I asked to return the phone and get my old one back. They can’t do that either. Terrible company, this is what you get after being a customer for 15 years. I am going through arbitration to get out of this and I will never use T-Mobile again!!!

Called T-Mobile on 08/06/25 to switch carriers to get wireless and internet service. Customer service was courteous. The agent assured me that the equipment would ship out in 2 days. After 2 days I noticed that it had not been shipped. Called after 5 days and spoke with manager. He told me that the reason why the equipment was not shipped was because they did not have the equipment to ship as promised on 08/06/25/ I cancelled the service before it began. 09/03/25, they send me a bill for $106.37 even though I never had service. C.S. rep could not look up my account without a pass code even though they had my info. After going thru my paw, I found the code. Even after getting the code, he could not send me an email that stated that I did not owe them. I was told to wait 30 days to call back and check. What a clown show. I will do my best to make sure that no one ever uses the service at T-Mobile in the future. Total clown show.

I gave them a 3 because their service has improved from the last time I had their service and the person I signed up with was very helpful. But their customer service reps are robots. Not human. If I was rating them strictly on customer service, it would be a zero. I was late due to being hospitalized last month and I was trying to juggle all my bills. I received a text message from T-Mobile stating that my account could be suspended within days if not paid. That led me to believe I had at least another day or 2 to pay. Nope. I was suspended same day. My son had to make the payment for me including $20 per line reconnection fee.

Morgantown store is not a good place to buy. The sales lady did not explain every thing truthfully. Had to go to Suncrest store to find out that she just plain lied. T mobile should look into her because this I'm sure is not the way to sale phones.

Worst company I have ever had for phone service. Little to no connection where I live higher prices and the absolute worst customer stomper service ever. Finally after 2 year contract I left. 7 months later they are still sending me bills saying I owe money after I paid their final bill. T mobile now threatening me with collection agencies. I didn’t know they were this crooked of a company.

T-Mobile is a bait and switch. Your free phone you get through their promotion is far from free. First you pay the tax for the phone that cost you $0. Then there is a charge for the phone on your bill that they credit. That way they can keep track of the worth of that free phone, cause if you leave you get charged the remaining cost. But they claim you are not locked into a contract. Then they offer you a rebate per line of $200 then deny than and lower it to $100 only to then tell you that you are not eligible for the rebate cause you got a free phone. Then we move on to the plan base price. $170 for 3 lines.

Even I paid the bills, they couldn’t open my services and it keeped shut down. It is expensive as well. The customer service is bad. I hate T-mobile. They don’t help me in the store as well. Do not pass around the T-mobile.

The supervisor Joanne from T-Mobile was very rude. She’s like the worst person ever. Honestly not only did she not give me any information about my account but refuse to give me the number for collections and decided to give me an incorrect number. She literally decided to give me a 877-251-3780. That number leads to nothing. They have put phones line on my credit which I never used and I’ve told them that I never used this. I never activated the account but yet it’s showing on my credit. I would never use T-Mobile again and I was warned about this company. Don’t ever use T-Mobile. Comcast is a lot better than them honestly and I’ve been with them for many years.

I been with T-Mobile over 15 years. I have a family plan of 4 lines that I pay over $300 a month for with insurance. Recently my phone broke and I was told you don't carry the phone anymore and I had to wait on a phone with no time frame leaving me with a broken phone. A supervisor told me he would personally be taken care of it and would call me within 3 days. He never called me and at this point I will be leaving you guys. I felt like I been ripped off and I don't encourage anyone to use this carrier.

I signed up for a non contract data plan for a Ipad cellular. The price kept going up until I canceled. Even after I canceled they kept charging my card. When I asked for proof of cancelation they said it's not their policy to give that. I finally disputed the charges with my credit card company and got a charge back. The credit card company suggested I block them from accessing my card, which I did. They still attempted to charge my card and even tried charging me for the stop on my card, calling it "insufficient funds". They sent their "bill" to collections for double even what they say I owe. And they refuse to send a bill. They act like thieves. Avoid them!

Horrible coverage glitches, do NOT expect customer service. Blame coverage issues on your phone. New phone? "Oh, our tower is down we are working on that, good luck." We need a functional FCC. What a joke.

Hello My name is Janet and I am livid with T-Mobile. I called to acquire service and after making full payment of 66.75 for prepaid service it never came through. I called back several times from 12:30 to 5:30 pm with no avail in obtaining service. So, I finally asked for reimbursement. They advised me that they would reimburse minus the 10$ activation fee that I was never advised that that was not reimbursable. I advised them that my phone was never activated which they responded whether activated or not they will not reimburse the full amount paid. I asked to speak to a supervisor or manager and was told the system could not be overridden. How do you charge someone for service not provided?? I DEFINITELY WILL NOT BE USING T-MOBILE NOW NOR IN THE FUTURE!! I will be reporting them!! #ripoff # shadyservice

***BUYER BEWARE.*** Absolutely horrible wireless provider! Don't believe me? Check reviews for yourself. Look under the Better Business bureau complaints as well as FCC and your local consumer protection advocates. You will see that T-Mobile, Metro by T-Mobile and all of their subsidiaries have numerous complaints regarding services, billing and customer care.

I’ve been a T-Mobile customer for years, but I’m shocked at how their policies are keeping me stuck in a situation I can’t control. I’m divorced, and the family phone plan is still under my ex-husband’s name. I’ve tried to move my line to another carrier so I can manage my own account, but T-Mobile refuses to let me without his permission.

I am going out of the country and I need to buy an additional e-sim card as the T-Mobile options are not as effective. However my phone is locked and cannot be unlocked as there is a balance on the phone. That said, I have a promotional credit as I turned in a brand new phone when I switched to TMobile which will pay off the phone in monthly installments. If I pay the balance to get the phone unlocked I lose this credit. This makes no sense to me as I lose either way. I am only asking for the phone to be unlocked for 11 days to add another eSIM card. If this isn’t possible, they can simply charge me the remaining balance for whatever reason that would cause me to lose qualifying for the monthly credit They are stuck on their policies and common sense is not being applied.

I've paid for insurance for over 24 months and after spending 7-8 days with customer service a rep offered me 50$ off a 100$ deductible. After he transferred me they hit me with a 212$ bill ... The day I get my replacement I'll be going in person to close this trashy service. I'd rather Spectrum or an American company who can understand ... I asked 5 representatives if one night where they were located and they all said Philippines and no matter how I expressed my issues they all just read the same script... If I could I'd leave 0 stars and my family has been with them since the mid to late 90s.

We have had T-Mobile for 1 months now. So far the coverage is great. My family and I are able to talk almost anywhere and with t satellite, I am able to keep in contact when I am hiking in the mountains. Those are the pros! The cons, everything about their sales and services is a SCAM!!! They advertise "get a phone on us." NOPE!!!! We started 5 new lines and we were told that we qualify as long as we pay $368 down and sign a 2 year contract. We were quoted $235 a month and have been told since we signed that the price that was quoted is unrealistic. Our current bill is $314, $22 more than our previous service with ATT. Every time we try to speak with someone, we are told that WE pay up front and we will see the discounts in the future.

My name is Brendan **. I have been with T-Mobile for 5 years and paid my equipment off and bill every month. They recently switched their app to T-Lite and ever since I’ve been being overcharged and very frustrated dealing with customer service reps for the past 3 months every time the bill generated. I’ve spoken to several reps in the past 3 billing cycles and each time besides the last they adjusted the bill to fit our original agreement but this time the rep told me all he can do is make the adjustments that their previous 3 reps told me they did already but I still have to pay the extra charges???

Hello, I live in Kennesaw, GA, and I have experienced very poor T-Mobile coverage for years near the Target shopping area (Barrett Parkway) and around Kennesaw Mountain. Calls drop frequently, data is very weak, and coverage inside stores is almost unusable. Other carriers like AT&T have installed more small cells in this area, but T-Mobile coverage has not improved. Can you please escalate this issue and let me know if there are any planned?

The worst company ever. I was customer with them for so long, they have unexpected charges. I changed my plan. They never told me about activation fees and other fees. My bill was so high. I was not able to pay at once, so I set up payment arrangement and they still charged me late fee!

I cosigned for an elderly friend earlier this year. He died prior to any service installed or initiated. I was billed $118.00. I went back and forth with them, was then sent to collections. I attempted to take advantage of promotion to open account. They made me pay the 118.00 and wanted to charge me $250.00 to open - $85.00 activation- plus tax and wouldn't take my phone as trade-in. There is no free anything here. Cold-hearted money grabbing creeps! I am a 68 yr, wheelchair bound veteran woman.

Dropped T Mobile, the quoted rate was way too high to continue. Found a more reasonable rate, so I closed the account 4 months ago. Now a refund of $80 is due to myself and T Mobile is making it impossible to get the refund! Every month now a "bill" arrives showing the $80 credit. I closed the account 4 months ago and now when I called T Mobile, they want to know the PIN # I chose when I first signed up, the same PIN # I deleted 4 months ago when I closed the account! Why would I keep a PIN # for an account I closed 4 months ago? Lousy customer service, I'll get my $80 one way or another.

Don't fall for the "free line" - horrible customer service. Confusing bill cycles. Get ready to spend two plus hours getting transferred to different departments if you have an minor issue with anything.

I have been a customer of T-Mobile for 24+ years with few insignificant complaints. I hear it is one the best. Now I worry that if T-Mobile as a company is or has become sooo BIG, sooo profit making company. That it becomes demanding, pushy in America, worldwide. This kind of business ventures to make more money. Can and could fail. Making T-Mobile worthless. So far I love T-Mobile. Be a company we will LOVE to be with. I will stay for as long as T-Mobile stays a worthy company to do business with. I wish T-Mobile the best in their business venture. Thanks.

Good network coverage and home Internet speeds. Deceptive offers to new customers. I never received the offers I signed up for, including an $800 rebate for switching plans. I paid $700 to leave Verizon, while explaining this offer Talking to customer service about anything is like talking to a wall. They're very nice about telling customers they "would love to see a lower bill for the customer" but don't actually suggest lower priced plans of similar value. Not an ethical company.

Terrible customer service. Unprofessional children answering the phones without answers to issues. They issued credit in my name while all of my accounts are frozen. I cannot get anyone to handle my case.

Poor Ethics, morals, standards, unfair business practices. This is my description of T-Mobile. After reading page after page of negative reviews, I am surprised that they are still on business and not being at the very least investigated by some type of consumer protection agency. Reading the negative reviews and finding a pattern of incredibly terrible customer service to over-charging their customers is truly a crime of the century. Many things I have read are true so I won't bore you with the same details.

On 9/1/25 I spoke to their rep Jesus on the website all I needed was a plan. He kept me on the chat for over an hr asking me and convincing me to buy rubbish I didn’t need, asked for ssn, turns out he was gonna ask me if I wanted to buy iPhone 16 etc which I refused and still kept me on for other stuff. Anyway managed to get the plan for first responders, the next day I had no service, I couldn’t make calls, I have an 11 yr old and my husband and I was at work which is 5 mins away. I couldn’t even call their own numbers, with that I ended up going back to Boost and before you know it I had services I was able to get in touch with my family.

I have been with them for years & recently dropped several lines from my account. I am being charged for all lines & rather than rectifying I was lied to, questions were evaded. I will most likely change service providers.

I recently made the switch to T-Mobile, and it’s been nothing but frustrating since. After signing up, the sales representative who helped me has completely disappeared, no return calls, no replies to my texts, nothing. I’ve tried to get in touch multiple times with zero response. To make matters worse, when I decided to cancel the service, I was met with a long and tedious verification process over the phone. Even after providing all the requested information, they still refused to cancel my account. It feels like they make it intentionally difficult to leave. This level of customer service is unacceptable, especially after being a new customer. I regret making the switch and would not recommend T-Mobile to anyone based on this experience.

Absolutely the worst phone company I've ever had. I've been with them for almost 3 years trying to work with them and they have done nothing but give me problems after problems charging me more money every single month. At one time I was paying over $400 dollars for two. Really $hitty a$$ phones that don't work and they do NOT 🚫 help you!! They don't care at all! I'm now had enough and taking my money somewhere else! Good riddance! Thanks for absolutely NOTHING TMobile all the did was rape my bank account! I'm so done!

Whatever you do, don't work with T mobile. By far the worst experience I have ever had with a cellular company and they have tried to illegally bill me for multiple months after I suspended services. I'm consulting a lawyer next week regarding a possible lawsuit. Avoid!

I am so sick and tired of companies and their scams and T-Mobile is no different than anyone else. I spoke to a representative that was supposed to be from the Mashpee, Location in Massachusetts, she was the most unhelpful person I have ever come across. She lied and denied that T-Mobile had a 55 plus plan with a bundle and honestly. I am sick and tired of these company. Scams that advertise on TV. And then when you call them, they don't know anything about it. And even if they do, they tell you, oh yes, we have a plan. But then you have to add this. And this and this to it to make it what they claim to be on TV.

Joke Is on CUSTOMERS! The UNLIMITED HOTSPOT IS TOO SLOW! GUARANTEED after your (small) high speed runs out and your unlimited kicks in, it kicks you OFF constantly. No Pandora, NO web surfing, NO Netflix, NO checking email!

I have been a customer for more than 10 years and this year has really put the nail in the coffin. I have not had service in my home for over 7 months. The network extender has been discontinued, and these people and are only saying "yeahh.. I'm sorry about that". This morning, I called to see what options were available for the EIP that I have on my pixel and the rep in customer care cold transferred me to tech support. The girl gets on the phone and lies about the service in the area. Says it is good and we can troubleshoot. She troubleshooted my pixel, and the service is still bad. She then moved to troubleshoot my iphone and ended up having me to remove the esim.

After 3 hours on the phone they couldn't help cancel my service. That's all I asked. I talked to 7 different people including a supervisor. I'm happy to have left this company. First they had no good deals to make me stay, nor tried to offer any. I had T-Mobile for 10 years. Definitely T-Mobile customer service before was better, now they do everything on your own phone (even at store) so what is the point of going in, and when you call they ask you to log in and do everything. No help at all.

If I could give 0 stars, I would. I recently changed services from Verizon wireless to T-Mobile and I have regretted it ever since. Billy, Bob Thornton claims that T-Mobile is better than Verizon and that is the only reason that I changed services. I trusted him and his advice. The commercial I saw is not only misleading. It is false advertisement to say the least. I am very disappointed and outraged that a person of such influence would go as far as to lie about the service to get people to sign on, this should be illegal.

Dr. Frances **

Cancelled my T-Mobile service and was told I had a $59.01 refund coming no later than 8-31. Never seen it refunded to my Visa so called T-Mobile customer service. After 30 minutes was told that this was a credit and not a refund. Why the hell would I want a credit remaining with T-Mobile when I no longer was a customer? Signed up for 2 years with T-Mobile in 2023 and told monthly payment would be $90 and then kept getting charged $100.50 each month. So they screwed us over signing up and then again when I cancelled service. Stay away from these people!!

Two days ago I would have given T-Mobile a 5 star review. After yesterday, my thoughts of the company have changed. I've been a loyal T-Mobile subscriber for many years, promoting company to family and friends. Recently, my phone battery has been draining too fast. I've been paying over $18 a month for phone protection service for years and never filed a claim. Today, I tried to file a claim as instructed by a T-Mobile store associate and got a reply that the coverage on my phone had expired. So the $18 wasn't protecting anything. Since my charge did not drop with the protection coverage, I feel I've been paying over $200 a year for nothing. The answer I received from support was 'upgrade your phone" and pay more.

Yesterday I called T-Mobile and was kept on the line for over an hour. Instead of providing solutions, the agent just repeated the same information and prolonged the call. At the end, I was promised a callback from a tech person, but no one ever called me. It felt like my time was wasted and my issue was not taken seriously. Very disappointing service.

20 years down the drain! However my wife has been customer service for 20 years now, It's been great up until this point over unlocking my 5-year phone. Customer service thanks for nothing. Which I didn't realize needed to be unlocked.

We are US Cellular customers and decided to try T-Mobile's internet. SO, we order the gateway. Ok so far. They ship out the gateway, arrives a couple of days later. Ok. We hook it up the next day. Absolutely does not perform like they claim. So, we promptly cancel inside the 15 day free trial. This is where it all goes wrong. You would think you could go to a store to turn in the equipment, right? Wrong. We go to the local store. First, the representative was really rude. She call customer care and sat there after we told her we wanted to cancel and told customer care we didn't want to cancel. She was all set to take the equipment till we told her we didn't appreciate her making decisions for us. Then, she got rude with us. Ok, so we pick up the equipment and walk out.

My fiance, myself and 2 of our kids were talked into switching to T-Mobile from Cricket. They told us if we signed up after the 3rd month we'd get $75 Sam's Club gift cards for each line we switched over. I didn't even find out that the guy who switched our phones over hadn't even our us down for the promotion until almost 2 months later. I cashed today to check on when we should be receiving the cards and the woman said give it 3 more months. Are you kidding me??!! T- Mobile service SUCKS! We continue to lose connection and if we go to the next county over to go shopping we have no service! I should have NEVER SWITCHED!

I tried to reach T-Mobile customer service and I called many times and nobody answer just I’m waiting on the line. T-Mobile very bad service now. Customer service bad. Connection bad. Plus every month we receiving different and charge charge over.

⭐️⭐️⭐️⭐️⭐️ I want to take a moment to recognize the outstanding service I received at the T-Mobile store in Chula Vista, led by ** (Retail Associate Manager) and her incredible team. Her dedication, professionalism, patience, and integrity are truly outstanding. What could have been a stressful transfer of multiple phone lines from Cricket to T-Mobile became one of the smoothest, most positive customer service experiences I’ve ever had. ** carefully explained every detail, made sure I felt comfortable and valued, and ensured that everything was handled with precision and care.

Since Sprint sold us out and I had to change over to T-Mobile, they lie on their commercials stating that they cover remote areas. I live near Goshen, AR, but do not have good coverage. Every time the power goes out, we lose coverage. Can't even call the power company.

@TMobile nightmare experience, false promises, frustration… and more that is what comes to my mind when anyone asks me about TMobile's meaning. After four failures with service coverage, I had no choice but to transfer service to other better provider. But as I had made phone Trading, I was waiting to receive the digital Visa card to pay for the traded phone but T-Mobile took advantage of my autopay and deducted $860 from my bank account, putting me in great trouble to pay other bills. When I called them, they promised to refund it while keeping the sim locked Card locked. I called several times, received several promises to get refund, but nothing was kept.

I visited T-Mobile Retail store#985D located just minutes from downtown Fort Worth. I was met with a warm smile and a friendly "hello…how may I help you?" Ms. **, was kind, courteous and knowledgeable about assuring me that I made the right choice in switching my carrier plans. Not only was my phone upgraded to the newest version, I received an upgrade to my digital watch and I was so pleased with all of the promotions, I even switched my internet connections as well. My sales representative took her time with me, I never felt like a number, I became a Real Customer with a Real need that was resolved before I left. Again, thanks TMobile for providing me with excellent service.

Been with T-Mobile for 20 years and decided to switch carriers, the day after switching they told me they could not access my account anymore due to the account being closed. They said I owe $95.00 but can’t tell me why or what is on the bill, told to just pay it. I will never go back, amazingly unprofessional, I have never heard before of closing an account and head office can’t even tell me what I owe and for what.

Forced to go from Sprint to T-Mobile. Bill stayed consistent until last month, then this month almost double-issue resolved last month-then almost double again, called placed on hold with cs for over an hour with excuses....Then placing me on hold without mute calling me a ** and never coming back to the phone-finally connecting with Mercedes?!? Asking for Mike Sievert's email and got a generic crresponse@t-mobile.Com. No number to contact anyone besides the loser cs they have hired. Take your money elsewhere-no contact number or email for the individuals in charge, yet take your money-don't correct billing issues-this is an issue for the AG in every state. Not taking ownership of billing issues and ignoring the public consumer.

Ive been with T-Mobile for 3 years. I added a line and a month later tried to upgrade that line using customer chat. Biggest mistake ever. I talked to one guy that promised me I could get $800 in credit for the phone. I was waiting on my check to deposit so I held off. An hour later after my check deposited I get back on there and talked a different rep that said I don't qualify for the credit, I only qualified for $400 dollars in credit trading in the old phone. Talked a supervisor and he said the system determines how much credit you get. So I placed the upgrade order and only got $200 in credits. A quarter of original promise. 2 days later I contact them to see why the phone hasn't shipped and they say, "You should have it in 24-48 hours." Contact them 2 days later and was told it hasn't shipped yet and I can't pick one up in the store.

For one they overcharge me every month, for 2 I don’t get service barely anywhere and for 3 they Gender shamed me and the rep called me an idiot. This company is trash and I can’t switch. And when I called back today again they put me on hold because I couldn’t understand the guy for 40 mins and hung up on me. I was on hold 40 minutes and nothing.

We switched from Shentel to T-MOBILE and it was definitely a big mistake. Of course when we went in, "Oh, we will save you way more money than that!" B.S. We got unlimited internet and 2 phones. I watch my grandson every day and I logged in on my daughter's TV so the baby could see Cocomelon. Well, after a week, it said I had used all my logins being out of town. That's B.S. Shouldn't matter where the hell I'm at or how many times I log in. I pay for unlimited. The internet is always lagging or completely shutting down. Once our phones are paid for, we are done. Worse internet service I've ever had.

Angela is very disrespectful and didn’t help us at all and when we asked her questions, she didn’t answer and her attitude towards us was very bad. We went to T-Mobile again and she was there and kept staring at us and made us feel uncomfortable and was racist.

I regret switching to T-Mobile. Since the very beginning, I’ve had terrible service — constant “SOS only” and almost no signal in my neighborhood (Little River/Calabash area). I’ve called customer service multiple times, gone back to Costco where I signed up, and even visited a T-Mobile store, but no one has been able to resolve the issue. What’s worse, the Costco manager admitted they knew this area had bad service, yet still signed me into a contract. T-Mobile’s customer service has also been very disappointing. Even though I had autopay set up, they still disconnected my service and then charged me a $70 reconnection fee. This entire experience has been frustrating and feels unfair. Poor signal, poor support, and unfair fees — I would strongly caution anyone considering T-Mobile in this area.

In store manager used bait and switch tactics to charge us over twice what he promised us. Corporate customer service took his side. Customer service person told me that I had no way of proving what I was promised, even though my wife heard the same thing.

Purchased home internet with two phone lines. Gave them info on the two phones to transfer over to T-Mobile, they said no problem. Had my phone numbers released from previous provider. T-Mobile transferred numbers, then told me my phones were network locked, I would have to buy two new phones from them. Decided to send all back the next day. Sent all back by UPS, received confirmation that it was received. Now I received a bill for $ 164.86. Took bill to local store, who promised they would take care of the problem. After six visits to the store and ten phone call to T-Mobile, I still am being billed, with a threat to turn it over to an collection agency. My advice: stay away from T-Mobile, life will be much better!!!!

08/29/2025. After being a 18.5 year loyal T-Mobile I transferred out of T-Mobile due to countless 13.5 years of Sim Card Swapping, Defective Devices, Unsatisfactory IP Tech Support, Poor Customer Services, Long waits for Repair Tickets, Late Charges on my bill even when my monthly billing Data Plan did not work. T-Mobile always found ways to keep my money yet I suffered as a 55+ an Up Senior with No Service, Excessive amounts of unexplained Data usage on my account and more.

I was sold one ohm. Went to pay bill and found out I had 2 lines I did not ask for. Paid my 70 dollars. Then got my bill this month and it was 175. I got an internet box which is 35. So 70 and 35 plus some tax does not come to 175. Then went to their store and found out that I had a watch on my account that I never asked for. They did nothing to help me at all and said the manager doesn’t work there anymore. Also said my service would not shut down. Well it did and I had to pay 192 dollars to restore service. I didn’t do this, they did and I had to pay for it. You all lied to me and put service on me that I did not ask for. You owe me money for lying. Alls I got. One pun. One internet that’s not. Never before have I seen such scamming from a manager. Who got the watch because I sure did not or the other line. So vague about everything. So now I had to pay, not you who lied to me.

Stay Away from T-Mobile. They will not provide the service they promised and if you complain you will be put through call center hell. We tried to leave and they kept charging our account and then ran us through their call center and you cannot understand any of their agents. This is a horrible company so be warned.

Big thanks Josh, Carter, Stephan. Great customer service. 💙Jefferson City location.💙 Keep up the great work guys. Everyone is always happy to help and will get the job done, no matter how big or small. 💙💙

I'm 57 years old, and I've had experience with every major cell phone and Internet carrier. I'm also an avid consumer of products. So what I'm about to say cannot be understated. T-Mobile is the most dishonest company I have ever dealt with in my entire lifetime, of any product or service. I wish there was the no star option. T-Mobile does not, and I repeat does not, fulfill their price lock guarantees, assurances, or whatever you want to call them. Anything they say, from a selling standpoint, is completely meaningless.

I would do anything to get My Mobile Lite app to work more than just a pulsing Capitol T in the middle of my screen, all the other apps works just fine. I definitely want to stop calling your phone service for help, turn off biometrics still calling the police. Randomly.

I've tried for the last two days and talking with 4 agents trying to obtain my T-Mobile rebate card. After. Successfully explaining the reason for calling not one of the agents were able to repeat and understand what I said. After the fourth time of explaining to no avail, becoming extremely distressed mentally and physically, I had to end the call without obtaining the information sought.

I have been a T-Mobile Sprint customer for 18 years. I have service in both Nevada and Minnesota. Internet is sketchy and unreliable in Nevada. In fact, when I called about my Nevada internet service I was told the tower I was connected to was a 3g tower located in CA. MY service regularly has download speeds slower than 20 and upload speeds around 4. Second issue is I have screen protection coverage for my phone. I live over an hour from a T-Mobile store. I have ordered replacements by phone prior without issue. Today I was told I have to drive an hour to present a photo ID so that a store employee can order the replacement screen protector and have it mailed to my home. I would not recommend doing business with this company.

T Mobile makes it extremely hard when you get ready to leave them and go with another carrier, they gave me a complete run around that lasted for 3 days. I would have given zero stars if I could. Shameful

I am customer with T-Mobile and Metro by T-Mobile. They have this new security pin that never works. I have two phone and can't login and customer service tell we gonna do all this and put you on hold but know your problem. Why am I putting myself thru changes to pay my bill. Change is coming change of Service Providers. T-Mobile is about to realize a paying customer is to valuable to lose. But you lost me. Crazy security protocols Sorry can't do business like that. My money is too valuable.

I have been with TMobile for 10 years, I am typically pretty loyal. I unfortunately became very unhappy, no discounts for existing customers, if you want to add a promo you need to add a line and choppy service. I saw an offer from a competitor that gave me only the lines I needed and new phone plus any old phones that needed to be paid off would and I took it. Transferred all my in-use lines to the other company.

Overpriced and customer service has gone down the toilet. I've had them for 20 years and have always been very loyal to them but I've watched them go downhill as their prices have gone up and now looking to switch carriers. The service is spotty and I live in the 4th largest city in the nation so if you're in the burbs or country I would keep looking for another company.

I am very disappointed in something that happened regarding your online ordering. Such a big company needs an answer for any problems that arise. However operators were very nice but did not know how to fix my problem.

We were lied to about what our bill was going to be every month. They're arguing with a sort of phone. We've had our phone for 2 days and we told a hundred for four lines and 35 for an internet line and our bill is now $240 and we only had it since Monday the 25th. I believe and so now they want to just keep arguing and fighting with us when we're right and they're wrong, you weren't told that there was going to be a $50, what do you call that, we would have to pay an extra $50 on top of all that. So now $240 when we said we want to stay at like 160 a month and delayed the lady on the phone is just arguing incubating with us. I have to keep my service caise I just transferred it with a little bit of money we had so now we're stuck but hopefully the owners messages

I’ve was a loyal T-Mobile customer, but my recent experience with their customer care has been extremely disappointing. For over two months, I’ve been trying to resolve an issue where I returned a phone I fully paid for — yet I still haven’t been reimbursed or received proper credit. Despite numerous calls and follow-ups, T-Mobile’s customer service has been unhelpful, inconsistent, and frustrating. I’ve been passed from one rep to another, given different answers, and the issue remains unresolved to this day.

I seriously HATE their customer service. I HATE every time I have to call. We have several families on our account. I was ser up as a person that could speak for the account when we originally set this up. They give me a hassle every time and want a blood test and urine sample. Even at that, they are inconsistent. Sometimes, I will get someone and they will be great and help me.

They messed up my invoice- issued a credit after I clarified the what the credit was for. Then charged me for the credit. I had a credit spoke to T-Mobile then was told I missed a payment ! I have screenshot. SMH.

Most incompetent people ever!! Opened a business line and was promised my phone next day! Didn’t get tracking until 4 days later and got the phone one week later! I tried stopping the order, refusing the order after the second day….useless! Called a million times and transferred a trillion times! Everyone had a “solution” but when it got to that solution, no wait you can’t do that, need to wait for another solution! It’s been ONE week, now the phone was delivered without me signing for it…and there solution is going into the store!! WASTE OF ONE WEEK!! They don’t know what they are doing!! Making things up as they go along!! I ended up going to AT&T got my phone same day, better phone and cheaper rates!

T-Mobile's new policy requiring existing customers to use their website instead of getting help at a local store is pathetic. My phone died. I looked online at their website, got confused and decided to drive 45 minutes each way to a local T-Mobile store. I was promptly told that they could not help me, I had to use their website. I asked...so you're telling me I just drove here for nothing? He said Yes! I got home, left a message on their Facebook page and a very nice customer service person helped me figure out their website. I have now been without my phone for a week. It was supposed to arrive today. I went to the customer service page on the website. Their AI assistant said it hadn't shipped yet and when I asked for details it said the phone will arrive tomorrow. Someone at T-Mobile needs to take a customer service class and learn how to take care of existing customers instead of just worrying about getting new ones.

I was excited to try T-Satellite as a non-T-Mobile customer. I was sold a FALSE bill of goods. Background: I have a compatible unlocked phone from another carrier. I WAS TOLD by the salesperson I would have text, voice and data capabilities. WELL THAT WAS A LIE. They only support text by satellite for non-T-Mobile users as of Aug 27th. Only consider if you have exceptionally strong reasons to stay in contact. TRUTH:

I've been a T-Mobile customer since they BECAME T-Mobile. For the past 3 years my phone service has been great... Everywhere.... EXCEPT INSIDE MY HOME. I have lived in the same house for 7 years. First they lied to me and said the tower I connected to was being upgraded. FOR 2 YEARS. Then they finally told me the truth - they decommissioned that tower and "unfortunately my home is now located in a dead zone". I was told I could use my WiFi for calls. Then why am I paying for cellular service?? I spoke to so many people who all said the same thing- dead zone. One even suggested I move! I live in San Antonio. Not outside city limits. In a well developed neighborhood in NE San Antonio. So tell me again how great your coverage is???

I had Sprint/T-Mobile for 23 years. Had to switch because the service got bad at my house! My elderly disabled relative still has it. When Sprint started charging $10 to pay her bill in the store, that got ridiculous! They are also inconsiderate of her inability to pay online. Please remember our most disadvantaged in making technology decisions.

I have never experienced such incompetence with employees. I have insurance on the phone was stolen. My claim was DENIED DUE TO T MOBILE PROVIDING ASSURANT THE INCORRECT IMEI NUMBER. This has been a disaster from start to finished. I have 8 cracked ribs and a fractured spine and yet even with that Tmobile was insisting I had to go to a store to verify my identity. I came to find out they can do it my sending a link to an alternate number. I would never recommend tmobile to anyone at all. It took everything in me to make it to a store to have someone in person figure out the correct IMEI number. T mobile outsources the customer service to the Philippines. They said over and over that my request was "Out of their scope." Absolutely ridiculous.

Worst customer service EVER. Always has been. Had T-Mobile in the early 209’s. Paid them. They triple billed me. Agreed they did then would not return the money. I switched to Sprint who had the best customer service ever. They sold to T Mobile - now back to incompetent customer service not willing to work with you. I ordered a phone. Was scheduled to arrive on the third business day. It is now the 5th business day and hasn’t even shipped yet but they won’t cancel it. Told me, "Go buy a phone in the store and refuse this one when it arrives" - which now they don’t know when it will even shipped yet - says they will refund me within 10 days after they get it back. That is the worst customer service ever. I’ll take poor quality phone calls at this point. If you want a cell phone company that doesn’t care about your business sign up with T Mobile.

Shout out to the young ladies at the Punta Gorda store in Punta Gorda FL. 2310 s Tamiami Trail. Special shout out ALEXANDRA P for your outstanding service to the community and T-Mobile. You are always friendly, polite, patient and helpful. I am grateful to have you working at this store.

Never trade in your phone with T-Mobile. They basically set up a bill for you to pay for your phone with your plans, and if you switch carriers or leave T-Mobile, they'll charge you with the "credit" they give you, or with what they weren't able to give you.

It is beyond frustrating to be a T-Mobile customer. I almost never have service anywhere, and my calls drop constantly. On top of that, T-Mobile has acquired and monopolized other phone companies like Boost Mobile and others, leaving customers with practically no affordable alternatives for phone service. This is very poor service, and it feels like we are forced into bad options with no real competition.

I ordered the internet as it was one of the least expensive packages I've seen so of course I wanted to try it! I was told it would be 2-3 business days to be delivered. I have school starting at the end of the week for me and my son at the beginning of this week (so, today). I thought, with the estimate on delivery dates, how perfect! So I ordered the most expensive package which was still only $70/ month. Fast forward SIX DAYS LATER and my receipt still says 8/25 as the delivery date but the order still only says received. The Library in my town was closed today for some reason or another and it was my last day getting in my FIRST assignment of the semester. Because I didn't have my internet I was told I would have, I failed this assignment.

I have Metro by T-Mobile & was not satisfied in the call I made to customer service at 4:30 today. I was cut off by two separate agents before I explained all I needed. Then I was transferred before I was helped with changing my email to my new phone number, since I left to Spectrum & came back. The 10million dollar project representative immediately told me to call the school for help with application & questions. Then, after not changing my email & telling me to go to the store & call the school, he kept saying now that we resolved your issues to end the call. I replied 3×s that nothing was resolved politely each time he said so. Then I asked for his name or employee number to make a review, he said he was MJ & that was all he could give me. I asked to review the call afterwards & he clearly stated that it would do so automatically. It hung up.

Very bad experience after 15+ years with T-Mobile. Any time they offer you a promotion please read the contract otherwise you will pay lot more money than actual price of the device. It was happened to me. End up paying more money than the equipment. Beware of this company. Never gonna go back. Think twice before you invest with them.

T-Mobile is the worst about phone or internet connection. No Network, No Network at lots of places. I'm paying for nothing. It was a big mistake to jump to t-mobile. When l searched about in Seattle WA, they told me T-Mobile is the best BUT WRONG. They're all ballshit. T-mobile is the worst one. Don't buy it.

Had nothing but bad experiences, been with them for 3 months, regret every second of it. Constant issues with devices, dumb policies that affect customer negatively, bad pricing. I do not recommend this company.

I joined T-Mobile by force. I was a Sprint customer, and T-mobile informed my wife somehow that we were now part of their incompetently run garbage corporation. Against my will, T-Mobile absorbed my account. So really this is a review of how bad Sprint and T-Mobile suck. I go to change to another carrier after paying about double what you would pay with any other carrier for 3 cell lines, and don't have any problems. Other than now I don't have a T-Mobile account except for the one that charges me monthly fees for no services.

Absolute GARBAGE!!! It infuriates me every time I see your commercials about coverage everywhere. I don’t even get coverage in the middle of my city! Where I reside! I drive a truck for work and no matter where I am, I hardly EVER have service!!! I’ve had free government phones that have better service than this garbage! As soon as I can I will be dropping this trash and going somewhere else! I keep getting texts about how much fate I have used but yet, I pay for unlimited everything. Or at least that’s what my package says I had. Just an absolute garbage company and service. I wouldn’t recommend this to anybody!!! Do better! And stop lying thru your teeth on your adds! It’s disgusting! Crooks!

They were completely incompetent. I was going to custom order a phone and the clerk in the store even saw me select one color and then my receipt said it was another color. The store had no idea how to fix it. I called customer service immediately. They had no idea how to fix it. I went on their webpage and got another customer service person who had no idea how to fix it. My only option was to have the phone shipped to me in the wrong color, wait to receive it, and then ship it back for a refund.

Was a T-Mobile customer for a few years. I will never go back. Terrible and rude customer service. Many of the Representatives simply could not help with any problems or questions regarding bill or account. Mainly because T- Mobile requires in-store verification A LOT! T-MOBILE STOLE MONEY FROM MY ACCOUNT! T-Mobile refused to pay back the money. One representative said it was because I was no longer a customer so they had no way to return the funds another said that I owed them the money because when I transferred to a new service provider, I did not specifically LIST every number that was to be cancelled. Me just saying "the accounts are cancelled now" allowed them to interpret that I was only talking about the three accounts whose phone numbers I was transferring to a different provider. This loophole allowed them to keep a fourth line open. Keep in mind that I NEVER used this line and no data was used.

I was told a price and it is completely different. Spoke to supervisor and said you record all calls please review mine. No answer and still have a bill I need to pay due to lies from TMobile. Was a good company before but going down.

T mobile touts in its commercial with Billy Bob Thornton that it has the best 5G network coverage. But it I go 30 miles out of the city, it goes to 4G and it's like using dial up, like in the first days of the Internet. Frustrating in many ways. When I traveled to Kalispell MT I made the mistake of putting all of my credit cards on Google pay on my phone so I don't have to risk having them on me. It was Christmas time, and when I went to pay for 100$ worth of groceries, people were so frustrated waiting behind me to pay with my phone, that one of the people decided to paid for my purchases instead. Embarrassing, even though they were kind enough to do it.

Please be aware there is very rude Corbin at the desk In Orange City, FL. It was Rude with a capital R from my first question. Unbelievable, then I'm told I might get charged 10. For seeking help. I called the manager and made him aware. This young man should NOT be the face of T mobile. I would give less than one star if I could.

I have been a customer with T-Mobile for almost 6 years.. At first it was great and the price was good, customer service was great.. But now the bills are crazy high, they lie about the price, when you pay off a phone, they still charge you for the phone... Then they change your plan without telling you.. And then tell you there is nothing they can do.. When you ask for a supervisor, it's always they are not available to talk or one can call you back.. Yeah that never happens... But they can get a way with it...

Overpriced phone company! If you leave to another they cancel your account online so you can’t easily pay your bill or see past history. I was paying over 100$ more here than AT&T so of course I switched and since then they seem to not be bothered with me but won’t give me my final phone bill so AT&T can cover it.

I switched over to T-Mobile because of a July special they were running. Was told I would get the $45 a month charge for the 55+ deal, along with a free iPhone and they would pay off the remaining balance of my old phone. I went for it, of course, only to find out they set me up for the $90 a month plan (one line) and they also set me up for payments on the new phone. Anyway can search the July 2025 specials with T-Mobile and verify.

Do no switch to T-mobile, you’ll regret it! Horrible billing tactics and predatory practices focused on extracting fees and charges for services not used. When you need explanation from a live person, they charge $10 extra, unexplained charges, no ability to cancel immediately and settle the balance, they do everything to keep making you pay for services not rendered.

I added two lines to my account. I was told 190.00 bucks roughly with taxes would be my monthly bill. Bill came to 241 bucks, cashed to dispute, to only get a 10 dollar credit. I was not satisfied as my bill for this month fits not reflect to what I was told. Manager tells me they can not override another manager resolution for the credit since I agreed and I can not go back and change my mind. I didn’t agree! She basically told me what she would do doesn’t mean I agreed to it. I will be switching to another carrier. Do not do business with T Mobile.

T-Mobile, they have been overcharging us every month for a year. We traded in our phone with tracking proof—first they said they didn’t get it, then they said they did. Every month we call, they say it’s fixed, so we don’t worry, then the next month they overcharge us again. We’ve talked to supervisors, tried everything, and still nothing works. How is this allowed?

Tmobile has the worst customer service. I cancelled service 2 months ago and ported to another carrier. They have now charged me 2 more months after that and when you call to try and find out what these bills and charges are for they can't give you that information because you are no longer a Tmobile customer. This makes no sense. I just want copies of bills to see what charges they are trying to charge for. I can't even log in any longer to stop auto payment on the account. Worst customer service ever. Don't make that switch. Stay away from Tmobile if you ever think you may need to switch carriers

I had T-Mobile for a long time. I experienced dropped calls or no service regularly so I decided to switch to AT&T. When I did I paid the remainder that was owed on the account to take my number with me. A few weeks later I received a bill in the mail for $90 so I called to inquire what this bill was for because I thought I had paid them in full. They said that they are post pay so you use the service for a month and then pay. I was able to get the person on the phone to cancel the last bill. So a few weeks later I received a collection notice for $90 from t-mobile. I called again and they told me that they let you use the service for two months ahead and that this was the last month's bill. No one ever mentioned this to me and to be honest at this point I feel like they are just attempting to squeeze one last little bit of money out of me. This should be illegal.

They like to bounce you around. Went to store to cancel. Store tells you call them. You call them. They tell you go to store. Store tells you need label numbers. They won't give it to you. Nobody wants to cancel back and forth game. Had enough I just stop paying! And I was a customer for over 4 years! Never again want this service.

T-Mobile is a joke! I've had nothing but problems. Every month I have to call to get an adjustment. I would not recommend T-Mobile to anybody. I can't wait for my phone to be paid off. I'm switching over this is a total joke. T-Mobile sucks.

Complete waste of time! T-Mobile's sales team assured me their standalone watch plan would work, but it was a total lie. After 2 weeks and 8-9 hours of troubleshooting, I was left with a non-functional watch and a huge headache. The support team was clueless, passing the buck between T-Mobile and Samsung. The local store's suggestions were laughable, and their attempt to sell me a new watch was a clear cash grab. Don't believe the hype! T-Mobile's "standalone" plan requires a T-mobile line to activate, making it anything but standalone. Their sales team needs to get their story straight.

Had a great experience getting Internet service with Xera at T-Mobile. Highly recommend, very professional and friendly and helpful. All staff had great customer service and willing to help as well, highly recommend.

Add charges to your bill after telling you add-ons are ‘free’ or ‘on us,’ then they charge you monthly for it. I was charged 9.99 per month for 7 months of Hulu which was supposed to be included with my plan via a promotional email they sent me. I don’t even use the service, I only added it because it was supposedly included with my plan. Can’t get past their AI robots to talk to a real human. Such a scam! Pay attention to your bills! With paperless bills and autopay, it’s so easy to get scammed by them if you’re not paying attention.

They are the worst on service and customer service. We have our service less than two weeks and cut off our lines because they can’t get their act together about processing documents. As of right now we have no cell service on all 4 lines, mind you this is a business account, losing customers!!

Just switched from Straight Talk yesterday. I may be switching back. Not too impressed at all on coverage. I was really excited to switch to T Mobile after listening to all the advertisements. Kinda let me down.

I have been a T-Mobile customer for about fifteen years. Friends have tried to encourage me to switch but time after time I refused and the number one reason was "customer service". If I dialed 611 it usually took me at most 15 minutes to talk to a representative. The other day it was over an hour and the call finally came while I was busy helping my girl friend take groceries in and I couldn't get to it...When I did the rep had hung up. Did they make another attempt to reach me...Never happened. I carry to other people on my bill those days are about to end.

Very poor customer service, even the supervisors are dumb who do not understand simple questions and requests from the customers. Can't even provide purchase history or receipts of recent paid bills!!!!

T-Mobile use to. Be the best. They hit new lows. I would strongly advise not to use them. I have had more issues with the. Billing and the nasty people In cus service. They charge you fee after fee. They turn me phone off the bill was due in a week. I come complain and they say, "Ok we will. Turn on phone," but don't return fees. Stay away from t mobile. 15 yr. I am done with them.

That is what I give. This a customer over 2 decades. This is loyal honest answer. I can not do 0 stars cause is the lowest is 1 star. They have been misleading the ne gen for long time and nothing to show for and by the 611 is code for many phone carriers in North America not Just T- mobile.

I have been with T Mobile for 15 years. Today I am leaving this phone company and purchasing two brand new Iphones tomorrow with Verizon. This company's customer service is absolutely horrendous. If you call to speak with a human, they have a robot hang up on you because you don't have your 15-16 digit code. Who tf remembers a 5-16 code for their phone service. They can pull it up with my number, name, address anything for the past few months. Now today they are helpless and can't access my profile. THE PHONE COMPANY I USE AND HAVE USED FOR 15 YEARS CAN'T PULL UP MY ACCOUNT! How ridiculous is that. Leaving T mobile and never coming back. BTW $101.00 a month for just basic phone service is basically robbery.

I cancelled my phone plan in April 2025, at this time T-Mobile owed me $61.30 which they confirmed would be sent to me as a check. We are now at almost at the end of August 2025 and despite several phone calls with T-Mobile and multiple confirmation that they will send me a check they have yet to send my money. So much for being a loyal customer for 8+ years and so much for good customer service.

Tmobile will LIE to get you to sign up and then you find out the SCAMMED! After signing up and receiving my phone I went in to transfer from my old phone to the new one and found out the guy that signed me lied to me and they won't allow me to return to unused phone. DO NOT TRUST THIS COMPANY!!!!

I’ve been with T-Mobile for about a year. I went online to upgrade my phone on August 12, 2025, they said it would be shipped between the 12th and the 18th, I waited till that evening of the 18th and it’s still saying “in process”. I went to the store and the young lady looked it up and she said she didn’t know so I might want to call customer service. So I stepped outside to my car and dialed 611. After a 15 minute wait someone finally came on and she told me that it would be shipped that night. Got up on the 19th and it’s still saying “in process”, called them back and they told me that maybe I can go to the store and get them to cancel the order and redo it there so that I wouldn’t get charged twice.

I could quite possibly be T-Mobile's longest customer. I was. With voice stream, when T-Mobile was created 30 years ago. I have seen many perks offered to T-Mobile customers over the years, but customer loyalty is not rewarded in any way. If you're a stranger off the street and stumble into a T-Mobile store, you can get a great plan with as I have seen up to 3 new phones at no charge. I had my last phone for 6 years. It finally broke and quit working. I went to a T-Mobile store needing only the bare essential phone as a replacement. Not only did I have to pay full price for it but had to argue with the salesman. Convincing them that I did not need a more expensive phone. Then he basically refused to transfer my information from the old phone saying I could do it at home.

I went to a T-Mobile store seeking a new plan with a new free phone. They told me I did not qualify for iPhone 16 so they gave me a free iPhone 14. They are continually charging me each month for this phone that is supposed to be free. Please be aware that this is the way they do business and their customer service keeps you going in circles. There are better options out there. Do not use T-Mobile.

T mobile is the worst company I’ve ever worked with in my life. I traded in my iPhone 14 Pro for a iPhone 16 when I transferred over T mobile. T mobile stole my iPhone and said they’re no longer available to give me the trade in value for the traded in phone, making me pay full price for the new phone completely stealing my property that they have camera footage of us handing in that phone. NEVER AGAIN. DO NOT FALL FOR THIS COMPANY.

20 years no problems until now. Son went overseas with Army and we were told 3 different ways on how international calling worked. $186.00. They were all wrong. I get to pay for their mistakes. Paid $50 for Korean Sim card, per T-Mobile's advise and was told to call that number. Now 4th person said all we should have done was add international calling to his line and he could call out and would be covered. They need to get things figured out. Might be looking into switching.

T-Mobile charged my card $1500 back in May for a defective phone that I in fact returned in April. I contacted them gave them the tracking info and they confirmed the phone was received and issued me a refund. Here we are 3 months later, and they charged my card yet again $1500 for the same reason. When I called now, they stated that the phone was returned but they don't know where it's at and so they have to investigate, and I cannot get a refund until they do so.

T-Mobile is a scam. My son use my phone for trade in and I still have pay for plan when it's at the warehouse in Texas. They refused to give phone back and I still have pay for line. I tried to order new one thru my insurance. They won't cause it not lost or stolen. I put in reports and talked to over several agents even wrote to new Mexico department nothing was done. Be careful if someone has a phone in your name they can trade in and you will be still responsible for monthly bill. I give them a F.

If you order something from them get everything in writing sent to email first. They are very misleading on phone. I switched from Verizon for lower price but have had nothing but problems since. It took four months to get my bill to where they promised me.

Oh my, horrible, horrific, unreasonable, irrational. Had a phone I lost. They kept sending the verification code to even after telling them it was lost. They continue to bill me for. My husband got a phone for me. And oh hell. They keep playing games even after he paid the bill. They cancelled the line for 3.65, give him running around stupid comments. Finally had it with the double standard and crap experience. Gone to a ten times better service since. For the past three years no problem and best quality of customer service I had. T-Mobile is totally misleading and incompetent. If you lose your phone, why do they send the verification code to it. Go into the store after back and forth for 30 minutes, they tell me to call customer service. Repeat rinse. Hang it out to dry. Yada yada is all you get and what they are about.

This might be the worse internet provider in America. Very slow WiFi speeds even though it says "very good". I can't even search stuff in Google. I mostly trust my spirit 5G than this. Can't even watch TV without a day of being frustrated of how slow the Wi-Fi is. $70 a month for this by the way. My cousins live far away from the Wi-Fi signals and have way better connection and speed, mind you they use Xfinity. McDonald's has some competition.

Do not get T-Mobile. They suck. I accidentally made an extra payment and they suspended my account when I got it refunded back to me and would not fix the issue without paying them more money. I had to switch services and get a whole new phone and they won’t even refund me the money I paid for the bill when I can no longer use the service.

Today I stopped in at the T-MOBILE located in the Costco in Hanover, MD. I was truly impressed with the service and expertise in handling my issue. Elijah was knowledgeable and helpful. Thank you Elijah and T-MOBILE.

Service is rated among the worse, customer service is lowest as possible, and they tell customers nothing but lies. They telling customers their phone is locked and can't be activated even though another carrier has activated this said phone with no problem at all. I'll NEVER consider T-Mobile as my future carrier due to the service and promises you failed to provide. Not to mention stealing people's money and fail to provide them with the service they promised. When I contacted T-Mobile about a refund, they said it would take 5 days.

They slow down your service anytime you set up a payment plan. I've repeatedly asked for call and text logs but I'm always met with silence. It's very weird to reach out for records and receive a blank response.

T-Mobile is a fraud. They offer you a good price, but when they send you the bill, the price is twice as high as what they told you. And you have to pay another thing a week after installing the service.

Needless to say, I'll be switching to Verizon. Not that I care which company I give money to, but as a business owner myself, residual income is the best.

We switched to T-Mobile due to the constant dropped calls on AT&T. We were going to wait because we still owed a few payments on our current phones, but they were running a promotion at the time that they would pay off your current phones up to $800. Our combined total was less than that so we decided to switch. We turned in all receipts and required paperwork with the help of the sales rep in the store. We were told it would take up to 6 weeks to receive our virtual credit cards from T-Mobile, so of course that meant we had to pay the bill ourselves in the meantime.