T-Mobile Reviews

I ordered an iPhone XR on the phone via customer care and a couple of hours later I changed my mind and called Customer Care to cancel order and instead told her I want to place a new order for an iPhone 11. She then told me they can not cancel it as it’s already in processed for shipping. I was told they are going to send me a return label via email so I can put it over on the original package label then take it to UPS drop off location. She also said I will not be able to get a refund of the tax I paid for it till they get the iPhone XR and get it scanned into the system So I said okay fine... Few days later the IPhone XR got delivered by UPS.. Didn’t open the box as I am returning it. Only time I held it when attaching new return package label sent by T-Mobile. The following morning the Package was dropped off at a UPS drop off location in Houston.

For the past year the professionalism of the customer care call in people and the tech support people has gone down considerably. I have spent hours on the phone with tech support people trying to get slow data and broken up text messages resolved and still no resolution. After all of my ongoing trouble they recently insulted me by offering a $5 credit to my account.

Manager Rashad has misquoted policies over and over again along with his team. I returned 2 brand new iPhone 11 me in their cases and received UPS confirmation of delivery as well as a returned 7plus with confirmed delivery and I am being told they are investigating locations of phones????

It is extremely disturbing that T-Mobile since January 8, 2020 has blocked my access to certain international news sites without any notice, justification, or legality. I have managed to connect to said sites via third party software but this action is a total intrusion on my personal choice regarding being able to access new sites of my choice. I have been with T-Mobile since 2001 and this action has determined me to dump the worthless entity and am more than willing to give my money to a lesser known carrier if need be.

Last month my mother got cell phone service from T-Mobile. She requested auto refill. At the time she complained they gave her no paper work. One month later she gets a message that her service has been suspended. Okay, I volunteered to go to a T-Mobile and find out what is going on. I talk to Yarron at a T-mobile store. He looks the account up and tells me -our account has been suspended, nothing he can do. I inform him that we were on automatic payment. He tells me -no we were not on automatic payment. I tell him that we were messaged by T-mobile that they received our money. He tells me Well, Mom’s account has been suspended. And suggests it was because she didn’t pay on time. I tell him we did pay on time because it was AUTOMATIC. He tells me -no we aren’t on automatic payment. I tell him we are and ask him -Then why/how did an automatic payment go through if we aren’t on automatic payment?

I switched over 3 of my business lines from Att to T-Mobile...It was the WORST MISTAKE! It has been a nightmare ever since. I was told that if I switched over I would receive a payment card in the amount I paid to pay off my phone with my old carrier (Att). Once all was said and done, they said that in order to get the payment card for PART of the amount I had paid to pay off my phone, I would need to purchase a new phone and turn in my old phone! THIS WAS NEVER MENTIONED TO ME! They lie to customers just to get them to switch over to them and then like in a bunch of fees that they never mentioned.

I went to T-mobile because they had a program which fit my needs. Their service was poor in Tucson. I closed my account in November. This is January. To date, including November, I have been charged $370 for a closed account. I made calls every month asking for a refund and to close an account which they said was still open. They never closed that account until (maybe) January 7. Out of the $370 charged, they are refunding $90 and (supposedly) tracking a $80 refund (which seems to be non existent). So at the most, I'm being charged $370 minus $90 for a closed account.

So back in September I went in to the T-Mobile corporate store in Federal Way to inquire about the buy 1 get 1 promo on the Note10+ they were offering. I was told we needed to add a single line on their plan and keep it for 4 months. I was told that my total cost would NOT change and actually would go down. I was provided a written contract stating the total cost would be $150 per month for all 5 lines plus the cost of 1 phone and applicable taxes bringing the total cost to $189.50 for all 5 lines. So.... I get my bill the end of September and it is almost $100 more per month.

We have been customers of T-Mobile for 15 or more years. We recently changed our plan to the Military Magenta plan. S I am the veteran we also had to change ownership from my wife to me. This change took hours to complete. The first try the service rep was having connection issues so we tried back 2 days later. We then received 2 Bill's for December. One for the old account that was closed on the 9th (should have been the 7th except for the issue that there service had) for the full month and 1 for the new account prorated from the 9th. We spoke to the customer service who advised that we would not need to pay as we should get a new bill for the closed account. Today we received a call from their collection dept trying to get the whole month on the closed account. ANOTHER 2 HOURS on the phone again and all they can say is they understand and would we like to pay now? Pay more and go with AT@T, at least they have better coverage.

For 2 years I have been fighting with T-Mobile on not receiving calls. My phone does not ring, there is no record of the person calling me. Sometimes I will get a text from somebody saying they are trying to call me. The # is a business #. I have no idea how many potential clients have tried to call me that did not make it through. Sometimes my voice mail engages, sometimes not. There have been days where I have verified, by looking at caller's phones, where I have missed over 50 calls in 1 day. This is not an exaggeration. Those trying to call me have gone in with me to the local T-Mobile store where they have displayed their call log and compared it to my phone. More than 50 calls In. One. Day. verified in front of the T-Mobile techs. Another day had 34 that we verified to the store techs. In every single case, T-Mobile opens a ticket and closes it in a few days. Just up and closes it.

Just had one of the worst customer service nightmares with T-Mobile that I’ve ever had with anyone. We on Tuesday, December 31, 2019, tried to use their computer chat system to sign up for new service. It didn’t work, so we talked on the phone. The representative told us we could get 3 lines for $100 if we prepay, which we did, and said the 3 sim cards would be delivered on Friday. So yesterday, Friday January 3, 2020, the cards arrive but there are only 2. We call and get a recording saying we’ll get a call-back in one hour. That did not sit well with me. We have a problem and their routine is to get back to customers in an hour—what if we weren’t free then?

So my family was going to open 7 lines with T Mobile and leading up to signing with them they were the nicest people in the world willing to help us with every step (it’s very difficult finding plans and phones which work for every family members) then after we signed and gave our credit card number we had our first sight of just how horrible they can be. Some of my family lives in a different zip code (school reasons) and we wanted some of the phone to go to different locations, no dice. They refused every time. We called. There was a two hour hold at minimum. Then our credit card payment was held due to fraud concerns. We called the credit card company and immediately tried to tell them it was ok.

The being of the call, and it say seven minutes wait time. This wait time that I am waiting on this call two hours to speak to a customer service representative. I am so frustrated of this wait time to speak to customer service representative to discuss my T-Mobile bill. This unacceptable for T-Mobile having their customer frustrated on New Year Day.

I went to the T-Mobile store to purchase a phone and service for my business. I told the clerk that my business has a connectivity problem with other carriers. The clerk said, "Take this phone to your office location and try it, if it doesn't work bring it back." I did exactly that and returned it the same day never used other than calling their office to tell them it doesn't work. Brought the phone back in original packaging. 3 months later I have collection agencies calling me about some imaginary bill. Buyer beware.

Time and again I have had difficulties trying to get something done through T-Mobile customer care reps over phone. Simple tasks like adding a line to the account or transferring to another line is so hard. I had to call 3 times where all of them said it’s done but it wasn't. Each time, they transferred the call to different departments and I had to to give the same info again. When I tried to transfer my line to another account, it took more than 2 weeks after multiple attempts to finish the process causing me to pay for an extra month.

I'm so pissed off at this company, I've had nothing but problems with my bill every month since I bought my new phone. The bill is never right, always overcharged, wrong charges, and totally inconsistent. Customer service can't get things changed permanently which has caused me nothing but headaches. I've called probably 8 times this year to get the bill fixed due to overcharges and the next month it's wrong again. They have crooks working for them in the stores. Bad experiences with 3 different stores where they all couldn't fix my issues and I ended up going back to corporate. Worst service and looking for new carrier. Worth paying more not to deal with all the nightmares of undelivered promises.

On Veterans Day 2019 I went to the TMobile Wireless Advocate in the MCX and asked if any deals that do not require adding a line. I was told that if I buy an Apple phone from Apple and return with it by 14 Nov to get the SIM card activated by them then I would get a $100 rebate. I therefore expedite ordered a new IPhone XR and brought it in on 14 November. I was told then that on 12 Nov they changed the deal so that now a line must be added. MCX Customer Service Kayla told me she would tell the manager Chantelle that day and something would be done about it. I called back and was told I have to wait for it to be discussed with contracting. I waited a week and called again and Chantelle said all she can do is offer an accessory for my trouble.

I've had a prepaid account for years, which I liked well enough because I knew I wouldn't get any random roaming charges, and because I could change my plan online (although it was always a pretty wonky system). Still, I used to be able to switch from regular plans to international plans using my online account, which I have to do for work quite often. I don't use it unless I need it, so I often activate the international plan while I am already abroad.

I have been a loyal customer of T-Mobile for 9 plus years, with 4 lines and 2 tablet account so in the beginning of December I thought it would be a no brainer for me to change my plan to unlimited, get a free phone or 2 and be on my merry way. Little did I know that after waiting 25 minutes for one of "My Advisors" to answer the phone that to qualify for any of the free plans, 55 plus or any special deals I would have to add another line or disconnect my service and sign back up again meaning I would lose the 3 phone numbers my wife and daughters have had for 9 plus years. After learning this I shopped around and settled on Verizon (great deal, knowledgeable staff and same monthly cost for unlimited).

I signed up for cell service. In my dismay I discovered poor coverage at both my home and place of work. I live in a city of a million people. I work in another city 25 miles away. These are two locations I would expect all carriers to have cell signal. Phone calls would not connect to me. I had 0-2 bars of service and nonfunctional voicemail.

I changed cell carriers from TMobile to another company, when I was sent my last bill from tmobile it showed it was set-up on auto-pay as were all of my tmobile bills beforehand. Well, what do you know? They sent me to collections over less than $200 dollars and now that I don't have a tmobile account I can't get ahold of anyone for help!!!! No call back request feature working and I've been on hold for over 2 hours trying to get ahold of someone. This is insane. My credit score is suffering because of these people. There is literally no option for me to get ahold of support. I hate this company. No one notified me at all if the auto-payment failed, I wasn't checking, why should I? They sent me my last bill and said it was on auto-pay... and the next thing I know I get a letter from collections. What an awful company.

Back in August 2019 I was offered by a T-Mobile rep a third line for $20 a month with two new iPhone XR, "buy one for $750 and get one for free". T-Mobile started billing me full price for both phones and $30 for the third line instead of $20. After several calls and promises that they'll to call back once they activate the so called "escalation", they never called and I concluded that they will never give me the free cost of the promotion. I'm even being told that that promotion never existed at the first place. The most disappointing fact is they keep promising to call back (after I spent many hours trying to get the problem resolved) but they never ever called back. When I called T-Mobile again all they tried to do is to offer more expensive plan instead of honoring what I was told on the phone. No more T-Mobile for me and my family (total 5 lines).

Switched from T-Mobile who has sent us no statements, closed access to account, yet continued to bill us. Even asked for an equipment return. Yet they won't return the $400. Overseas support. Good luck.

We recently switched to the T Mobile 55 essential. 1st I was told it would be $55 a month with auto pay. Not so, they neglect to tell you that does not include taxes and fees. I get the 1st bill and it is $73.00. I called to find out how a $55.00 bill got to $73.00. Well, they explain that with the taxes and fees it is $63.00. I said "ok, but how did I get to $73.00?" The customer service rep tells me I am paying $10 for increased Data boost (or something like that). I tell her take that off, I don't need that. "Well, if you have the 55 essential and do not add the extra $10 for the data boost, you essentially have no data at all." They give you such a low LTE that you cannot access anything. I am so disgusted at this point. I had Verizon before this and I left because of their shady tactics and again I get scammed with another cell service with shady tactics.

After being contacted by the office of the President of T-Mobile, I am satisfied with the overall outcome of my situation. However, I still caution others to be aware of the issues stated in my original review.

SO I HAD EXCELLENT SERVICE FROM T MOBILE WHILE A CUSTOMER AND WOULD RECOMMEND THEM NORMALLY. HOWEVER, I finally switched to ATT because believe it or not they were less expensive than T-mobile. The ATT rep came to my house and ported all my phones and then I added a line to cover my iPad that I had on the Tmobile plan as well. My complaint is simple. The second my Tmobile number was ported I lost the APP that I did everything with, with Tmobile. I expected to get another bill from Tmobile for my wife's phone (pay off device). I left the auto pay set up with no worries. I received a bill, and threw it away expecting it was the device payoff. 2nd month comes by I received another bill, didn't think nothing of it and tossed it out (difference in any charges), again I'm set up on auto pay. Knew it was being taken care of.

I was not happy with T Mobile services (particularly the internet) and I thought maybe I must shift to another service provider, so, I called T Mobile and I informed them I will shift to another service provider, and I need to know what is my final bill. T mobile rep confirmed the final bill and she wish me a good luck without asking me why I am shifting. I went through and shifted my 4 lines to another service provider and I am so happy with all services I am getting now.

I have been a customer for over 12 years. That remains useless if you're looking to upgrade your phones. All promotions are for new customers. But they reassured me that if I add another line that I absolutely do not need since I already have 4, then I can get some kind of deal. Being a loyal customer just isn't worth it. You're better off canceling your account with them and restarting with a different customer or even them again to get the best deals. They also love to hide fees from you. Today I asked about an Iphone-11 Pro. I asked what would be my cost out of pocket today. Their response was $279.00. No problem, I was ready ready to pay to their statement of "do you authorize T-Mobile to charge your account $345.00?" Yes, they throw extra taxes on top at the last moment.

T-Mobile Lies, Lies & More Lies!! No Holds Barred their Service & Customer Service is Horrible!! They can’t get our final bill correct!! We left them never to return! They are the worst company I’ve ever seen!!

I have been a customer with Tmobile for 6 years and this past September I decided to cancel the account and switch to Google Fi. I have contacted their customer service 2 times and they said they had to cancel the account but I keep on getting a letter saying that my service is being suspended due to outstanding balance. The first time I called, I even got a confirmation text saying that it is canceled. Then I received a suspended message. I then called again, and the rep told me that he will cancel it and bring this situation up to his supervisor. Nothing happened afterward, and I got another suspended mail with an even higher balance.

I left T-Mobile approximately 4 months ago. All my fully paid phones are locked and I can't use them anywhere. I have been in touch with T-Mobile for the last 3 days (multiple phone calls). Today, I have been on hold with T-Mobile for 2 hours. When my account was closed (my choice), all bills were paid in full (no outstanding balance). I returned their complementary signal booster equipment and T-Mobile confirmed receipt of this equipment.

Without a doubt, I have been taken to the cleaners to have tried T-Mobile! Worst service that I have ever experienced! Can't use in my house (large city) without going outside and walking to or three houses. Store wants to sell me more expensive phones, as they say that will do the trick. Please reconsider T-Mobile, so bad!

I am very aggravated with T-Mobile, I purchased a iPhone watch last year to my son, did not realized I was been charged twice for one watch, there was a glitch in the system where, when you paired your phone incorrectly it will charge you two lines even though you purchased only one line. T-mobile you will missed me and my family and friends trust me!!!! You are letting me go for just 100 dollars you overcharged me. So sad!

Pending resolution, company has reached out.

For over a year the hotspot has dropped and I use little internet. Have continued to call and be assured "we will escalate it" which never happens - NEVER HAVE GOT A CALL BACK - as assured. Had a Sprint AirCard - that never let me down in 10 years of use - Sprint just said they wouldn't support it and slowed the service down as I didn't want to give it up.

My husband and I went into an Orlando T-Mobile store on Saturday 11/09/19 and ported our 2 lines. We were charged $60+ for activation fees. We left the store on the promise that the porting process would be completed within 24 hours. We received message that porting was completed but were unable to make or receive calls. I spent hours on the phone and online chats with agents trying to correct this issue to no avail. The agent that activated our service was off on Monday so I waited until Tuesday 11/12/19 to revisit the store for assistance. After changing the SIM cards, I was able to make and receive calls from inside the store but once home, (3 miles away) no service. I immediately ported our numbers back to our previous carrier without issue.

If Ragnar the Norse God was born in the 21st century, his name would be Justin ** and he would work at the T-Mobile store in the City Creek mall located in downtown Salt Lake City. I came in several times during one evening after being yo-yo ed by the Apple Store. I had self tanner all over my face and I was bawling my eyes out. It was not a pretty sight, But Justin remained calm and was extremely helpful the entire time. He was able to calm me down and talk me through what he was doing which was 800% more than what the apple store even tried to do. In the end he was able to come up with a solution that was better than I could have hoped for. He was a great employee and I appreciate the time he took with me!

We have always had great customer service and support from T-mobile. Our complaint is about the phones they sell. We always protected our phones with covers and take care with them. If you pay $600 plus for a phone, they should last a minimum of 4-5 years. Our phone purchases in the last 6 years have never lasted over 2 years. They fall apart, warp, quit working as reasonably expected. Our old flip-phones from years ago were completely operable and intact after 5 years when we upgraded to a smartphone. It has been downhill ever since. In addition, the insurance is practically worthless, which we only purchased once, as we requested a replacement smartphone when it cratered under warranty and they wanted to replace with $100 phone. I don’t know if this is a systemic problem throughout the carrier industry, but we the consumers are paying the outrageous price for a product that doesn’t last as long as a coffee maker.

In-store I was told about a buy 1 get 1 free deal that T-Mobile had on the Samsung Galaxy e10; as I was looking for a new phone. I figured why not, and went through the process of buying the phones, the sales rep knew the deal was the only reason I got 2 phones and knew that we were not adding lines or changing anything about our contract, and said nothing about us not being eligible. After the first 2 bills, I noticed a discrepancy, that we were being charged for both phones in full. When I called t-mobile I was told that I didn't qualify for that deal as you had to add 2 new lines. So I questioned why the sales rep offered when he knew we weren't adding lines, and why he never said anything through the entire process of buying the new phones. The answer was of course "bait and switch", cause now they can charge full price for both, and I'm stuck with it.

I report the FCC then TMobile retaliate. Bill is excessive. Huge fees. Fail to work with senior. Refuses to give a senior new payment agreement. They suck. They lie. Make false promises. Once you step on their toes. Discriminate. Bias against seniors. Shame in you.

I'm a business owner and I have entrusted T-Mobile with 8 phones and 4 devices. I placed Call Forwarding on a mobile phone on April 24 or 25, 2018 that was used by a sales person that left the company. That Call Forwarding was not on that phone as of December 6, 2019....one and half year of MISSED SALES & CLIENT PHONE CALLS! The other thing is their deceptive business practice of LURING YOU WITH FREE EQUIPMENT. The sales person will explain the items are charged to your account but a credit will also be applied to offset the charge thus, making them free. What they do not tell you is that the credit is spread out over (commonly) 24 months. If you end the contract with T-Mobile before that time, the balance will have to be paid. I understand the purpose behind it as to avoid people just getting the free stuff then cancelling in a month. But don't mislead people....it's not being transparent or honest!

T-Mobile representatives are the best in the communication industry! A manager on Transit rd in Lockport gave great customer service. Jerrian on Unionville Independence rd. in Indian, Trail N.C. also delivered great service.

Purchased expensive phone from team mobile. Wifi at their store was poor so they used adjoining subway sandwich’s wifi to setup new phone. Had to leave new phone at store overnight to complete download. Customer service rude and unhelpful. Discovered services were added I did not request. Watch out with this company. Owned by Deutsche Telekom, which explains their cheapness. After 5 years with these clowns I’m switching.

I have had T-Mobile for several year, three lines. In three different locations where I live I could not get signal. In one location a fatality accident occurred right in front of my house, I had to run 100 yards down the road just to call 911. I looked on the signal map and it showed I had great coverage. My data signal was as slow as 80's dialup speed. I moved to another location less than 2 miles from the City Center of a population center of over 100,000 people. Even with the signal booster T-Mobile mailed me I could not get signal, again to make a call I had to walk or drive down the road until the bars came up to one or two.

My wife and I had completed our 2 year contract with T-Mobile and decided to switch to the newly established Spectrum Mobile service. When we called customer service to inform them of our intent to change, they were very solicitous and asked if there was anything they could do to encourage us to stay. We laid out the Spectrum plan, pointing out we would save over 50% compared to our T-Mobile account, and even with paying installments on 2 new iPhone11s we are still saving over 35% each and every month. At that point the agent became downright surly and completely lost her pleasant voice and demeanor.

I moved to an area where T-Mobile coverage is bad in northern Wisconsin. I had been a customer for years but attempted to get a refund and close my account with them. I was hung up on, given every excuse possible.. and was finally told they don't process partial refunds and that I could use up the $43 when I got back into an area they supported. Mind you, it took over 2 hours and 3 phone calls to get that answer. I would never, ever do business with this company again. The prepaid card support service, even when transferred to a manager, was absolutely horrible. They have profited off me and I hope they choke on the money not refunded.

T-Mobile is the worst mobile carrier I have ever had the displeasure of dealing with. In July of 2018, my grandmother purchased a brand new phone for me as a birthday gift with her credit card (Fully paid off). For a year, the bill was always consistent and I never had anything to complain about. Fast forward to September of 2019, and I transfer the account out of my grandmother's name to mine, so that I can start receiving the credit for paying this bill off in full every month on time.

T-Mobile is the worst provider I ever had. I lost calls three to four times a day. I lost apps like maps and when I canceled they sent me a bill for $259.00. That I have to buy out the lease on the phone. This is hard to believe. All this company want money. I would never deal with this company again. I’m taking that junk phone back to the store and tell anyone in that store that is customer buyer be warned. I had Boost and Cricket and they are a lot better than crappie t mobile. The customer service is bad and the service is just as bad. If I could rate them zero stars I would. Never again deal with t mobile. Needs to go out of business.

My son's phone quit working properly yesterday, showing some kind of fastboot screen. After going to the store, which took forever and on with tech support, it's been deemed defective and unable to be repaired. We are literally 3 days past our 1 year mark, so even though the phone is defective, they are unwilling to replace it. We are now considering going with someone else.

I purchased a Samsung phone from T-Mobile customer service and wasn't pleased with what I had received so I called and asked for a return and placed a new order for a different phone No problem, and I was never credited for the previous phone. I spent next few months on the phone arguing with the Philippines and US representatives. It was like pulling teeth trying get my account to balance out that eventually I was called into the boss office and was terminated because I was spending too much time on the phone arguing with T-Mobile. My first complaint to BBB 11/21/19.

I called today in regards to lowering my monthly charges and in fact was informed that I have been paying on two phones that I traded in or otherwise for 2 or more years. I have been in stores and spoke to many a customer service rep within and over a year and have been told in person and over the phone that I only had two iPhone ax’s! After the shock and realization I have to better and actually look and the bill and just not pay what is says is owed! I asked about being a refund of what’s owed and was told they can’t go back more than 4 months and it’s my job to look at the bill. This is a ridiculous statement to me because if I decide today not to past my bill for over a year I’m pretty sure I can’t use this same rebuttal! The cramming used by this company is just ridiculous!!!

It was the most awful service I have ever had. They have no business calling themselves a communication company. BDM, maybe. You really have to lack self respect to deal with these people for very long. Reception was bad in Pittsburgh, PA. Dropped calls. Strange noises. No audio. I dealt with it, knowing I would soon be moving. The entire state of WV is a dead spot. I found that out when I had problems with the moving truck. It's even worse in Greensboro, NC. Cloudy days I get no signal. They would constantly forget to notify me that a payment was due, and instead just shut the phone off. The primary use of the phone was for mapping software and home base communications, as I was a USPS employee prior to relocating.

I was in the habit of stuffing large sums of money into my pre-paid account. Then I noticed more money missing than expected, so looked for a statement in my login portal. Was shocked to find that there are no statements available to me or the T-Mobile staff for pre-paid. The contact center for pre-paid could only guess as to why my credits were lower and billing deduction date had changed. Incredible.

Called T-Mobile because I heard such wonderful things, but now I can see it was all smoke and mirrors. I set up what I thought was a great plan and was told the phones would be in mail that week. After 5 days I called to ask when our phones would be shipped, I was told that my new account was canceled. When I asked why it was cancelled, they said that it was a glitch in their system. They said to go to a T-Mobile store with a reference number of which they gave me in order to reorder. 2 hours later I was in the store, and after an hour of trying to figure out my account number since the store and the online do not have the same computer, I found out that my account was not canceled. I was told that I was going to get the phones on Monday Nov 18.

Went to Costco to get Samsung Galaxy Note 10+ phones. T-Mobile at the store and on website offers buy one get one free. At Costco members get an additional amount off each phone. When it came to financing it T-Mobile declined to give the full amount. Cited credit class. No other reason. Seems they didn't want to honor deal. My credit is fine. Insulted after 3 hour + waiting. Not Costco people but T-Mobile.

I canceled my T-Mobile account and went to another company. I ported my number AND spoke to a T-Mobile representative that I was switching so they were well aware they were no longer my provider. They have continued to bill me. I disputed this and was told I would be receiving a refund, because I no longer had my old account information, I was told to go into a T-mobile store and verify my account. I went into the T-Mobile store in Westfield Mall in Bay Shore NY. They were inattentive and unhelpful to say the least. They lied and said my account was verified and there was nothing more they can do, and to go to the corporate office or the check will be sent to my house.

I have been a customer with T-Mobile for over 5 yrs, with very little issues, until recently. I decided to request a unlock for one of my phone lines, due to extremely high phone bills. I did not. T-Mobile had a lock on my phone until I decided to check our other phone carriers. I find another company that was cheaper than T-Mobile, however, T-Mobile refused to unlock my phone. I do not have a contract with T-Mobile, and I own my phone. According to the Consumer Cell Phone Act, It is illegal for T-Mobile to refuse to unlock customer cell phone, if they are not under a contract, and their phone are paid off. I will be taking legal action against T-Mobile.

They are not totally truthful about how they handle the way your account is credited when you upgrade or purchase a phone on special. They say the phone is 99 dollars but then spread the payments over 24 months and then give you a monthly credit. It took me an hour to figure out their statement. They should be forced to fix this. To me it is a truth in lending issue and should be reviewed by the government.

Left TMobile over the weekend for another carrier. We were not allowed to switch from a business account to a regular account - #HeldHostage Today tried to have another of my employees phone switched to a new carrier and they won’t unlock the phone!! They say it takes 24-72 hours before they can release his phone. The balance of the phone was paid off today and yet we still can’t have access to his phone. #HeldHostage Customer service says this is the way they always do it. HORRIBLE HORRIBLE EXPERIENCE! It was supposed to be a 10 min process and now up to 72 hours!!! NEVER NEVER NEVER will I encourage anyone moving to T-Mobile. I don't like to leave bad reviews but this one has to be out there.

Purchased iPhone 11 pro max at TMobile on 19450 Lake Houston Parkway Humble Tx. The saleswomen said to pick out 5 accessories because they were included. Well it turned out that when I later checked my account the 5 items worth $179 were listed to be paid in installments. Went to store to return them and they said I must have misunderstood. Another customer that was there mentioned that the same thing happened to her at another location. Beware of this scam.

Only selected 1 star because you can’t select 0... After months of trying to get my caller ID, I finally give up. I am wasted over 10 hours on the telephone, texts & emails with customer service trying to get a very simple item corrected. I was finally told that their caller ID system is run from a third-party company. If I find hard to believe. I have even spoken to the CEO of the company‘s assistant. Also promised me this issue will be taken care of. All I get is one my afternoon telling me they’re going to correct it. Then you can’t tell me it is corrected and yet again it is still not taken care of. This company is a disgrace as far as their customer service. Even the assistant to CEO John Legere doesn’t follow up on his word... this just cost me $15,000 in a commission check.

I moved my phone service to T-Mobile for the rates they charge for seniors. Have had very few issues with them until recently. When visiting friends a few miles away, a trip to Houston, Texas and working for 13 hours in a small town 13 miles away both my wife and I were unable to make or receive calls during the visits or part of the road trip. After the 13 hour in Holland, Texas I contacted T-Mobile about the lack of coverage even though their coverage map on their web page showed solid coverage in every we had been.

It feels like a real scam. I am ok with paying 25 c if I call using GSM, but not when I am using calls over the internet. How can this be justified?

T-Mobile has always bent over backwards in their customer service. They really are great to deal with if you have a problem. There is one thing you should look out for, though. Over the course of three years they have put additional services I didn't want on my account. This has happened three times...too many to be an accident. When you call them about it, they remove the service and apologize profusely. Great company, but they will try and pull a fast one on you occasionally so review your bill each month!

Second their services bad that in some areas it was impossible to even make a call and I live in Washington DC. It took me to stop by their store to have them configured my internet connection on my Note 8. And finally when I finally decided to move on with another telephone company, they tried all tricks to keep me. I always paid my bills ahead of time at the beginning of the month for my plan, and when I canceled my plan (before the beginning of my monthly payment and cycle), they still charged my credit card 1 extra month.

I had no issues with T-Mobile until the end when we were trying to cancel our account because we were planning on moving. First of all, I had to pay over $100 just to cancel (this was not including paying off my phone or Apple Watch, I had already done that). Second, after we were cancelled for about a month we got an auto withdrawal for the same monthly amount as usual. When we called they said that since we canceled on the same day as the new cycle began, we had to pay for the whole last month instead of just the day use. If that’s a policy then fine but at least tell me that when I cancel! The amount was also including payments for items that I previously paid off to cancel! I told them it was a mistake but they said there was nothing they could do after talking to 2 different managers. Why am I still paying for devices I already paid off?!

Five times on the phone to Tech Support and Customer Service about their so-called "upgrade" that has been going on for months with dropped calls, can't get voicemail unless you download their buggy application that looks like a monkey programmed it (I think the monkey would do a better job). Go on Google Play and look at the reviews there for the visual mail app for T-Mobile. Pathetic!

They try to charge me for a signal booster, which I received for $25 S&H. Some untrained T-Mobile person put a wrong statement in my file, saying that I moved or cancel service. None of that happened. But my bill is now $375.94 and I having the Customer service people telling me, they can’t hear. Even the supervisor telling me, they don’t know how. I will cancel this service with T-Mobile, because their promises are faig: free is not free,! And their service people can’t help because they are not trained at all and have a bad attitude.

I bought 2 Samsung Note 10 Plus phones. I did the buy one get one free. The first problem started at the store when they couldn't tell me what my bill would be, I would have to wait till the first bill and then the second bill the credit would start coming out. It didn't, then talked with customer service and they told me something completely different. Now after all explaining from store and customer service my bill is now almost 40 dollars a month higher than it was suppose to be. I will never use T-Mobile again once I pay this phone off. It has been one headache after another. The store in Short Pump VA is absolutely horrible. They were replacing my phone and said they would text me when the new phone came in and never ever got a text. I got a email from t mobile letting me phone was sent back to corporate because I never went to store to pick it up. This company overall sucks!!!!!

I cancelled my service with T-Mobile because of buyer's remorse because of the poor quality of service. They was supposed to be no charge instead they charge me. They told me they would refund my credit card and I have not received it. It's been 2 months. I've spoken to 9 different representatives and everyone one told me they would call me back. I have not received 1 return from call. To make matters worse, they put me in a credit collection and I owe them nothing. The only bill that I ever received was a zero balance. They still owe me $85.00. T-Mobile has the worst customer service. All 9 rosenhaus that I've spoken with have lied and never returned my call. They only give you their first name. Their last rep was Al. STAY AWAY FROM THIS COMPANY!!!

4 to 8 DROPPED CALLS PER DAY! If you have a small business stay away from T-Mobile. I had so many dropped calls, I LOST CUSTOMERS over it. Tech support was amazed at how many dropped calls I got per day! They offered tons of excuses. But no solutions. I finally tried Verizon. AMAZING coverage of areas I was never able to call from. Only 1 dropped call in 2 months.

Based on my experience, I can say that T-Mobile sucks. I have been paying $15 a month and I now recently sent out my Unlocked Galaxy S8 phone to the insurance company with T-mobile(before I learned the truth.) I will say I regret paying monthly for a horrible replacement and I wish I just had my original phone screen replaced as I had dropped it. They sent me 3 defective phones after telling me that their phones are certified.... clearly they aren't. The headphone jack wasn't working, the screen was damaged, and the screen was completely put on. I had to finally send the third phone out to Samsung to fix it since T-mobile couldn't and Samsung confirmed that the phone T-mobile sent was defective. Do not use their insurance if you must stay with this phone provider. Go with the manufacturer of the device instead(I was satisfied with the repair at Samsung.) I was on the phone for 30 minutes and they hung up.

T-Mobile is the worse company in the whole world, NO COVERAGE and the worst customer service, I’m sharing my experience with so other people won’t get screwed, I switch to T-Mobile and within 24h I want to cancel, I live in the city and can’t make call from one room to another, all my calls go straight to voicemail, if you want to suffer then go to them, there no remedy for it. No one to talk to, all employees are rude, I’m surprised that they still doing business or some companies like this stil exist in 21 century, I encourage all customers to share their opinions so we can stop them from fooling others, WORST COMPANY, BAD SERVICE, BAD COVERAGE, NO CUSTOMER SERVICE.

T-Mobile as a provider is fair or medium depending on which city you’re in. I’ve been with T-Mobile more than 20 years but I’m considering leaving because they offer better deals to new customers than customers they’ve had for years. We never missed a payment and have increased our use over 20+ years. Yet ask T-Mobile to give me the same deal as new customers who are getting a free iPhone 11 and they say they can’t because they care so much for my long loyalty. They say I should wait until next month when the iPhone 11 will be half price. Does this seem right to you? It tells me leave T-Mobile and come back later. It’s BS.

Only 1 star for great price plans. Otherwise I'd give them 0 for service. Great price plans mean nothing when the power goes out for days and I lose complete service. T-Mobile was the only provider who lost service. I was pissed sitting next to the Cricket customer who was live streaming an NFL game... CRICKET!! Then, I also wasn't able to receive texts or call alerts that my children's school was in lockdown for safety reasons not connected to the power outage! When my elderly parents were struggling with their generator in the middle of the night, they were unable to call me.

Experts here are generally very patient, laid back and yet focused on the job. They communicate very well even in special situations and seek assistance within their networks. It was a very complicated inquiry but they managed to complete it for the time being. I have yet to receive results but I praise them for the great team work. Thanks to John and Len (Rep: **) for their sincere support. Cheers!

T-Mobile advertisement and verbal offers are NOT as presented, e.g., trade in your iPhone 6S or higher and get a new iPhone 11. What that actually means:

I got a bill from TMobile about 6 months ago, I called them and they could not tell me what it was about as I didn't have an account. I've been with AT&T for twenty years. I called my bank and they disputed the charge and it was reversed. Then I got several bills from TMobile with absolutely no information on it, and no one could tell me what it was about because I didn't know the code to the account, because I don't have one. Just now I got a bill from a bill collector Convergent. I called Convergent (no answer) and TMobile, they took down my information for the tenth time. Kafka nightmare.

If I could give T-Mobile less than one star, I would. Terrible customer service. Terrible technical support. I’ve had the same issue with my “unlimited-limited” hot spot for several months. One Customer service rep laughed, manager disconnected. Would NOT recommend anyone consider T-Mobile. The worst service!

I can't use my phone in different areas. Like if I go to MT Olive my phone is dead or my Doctor office, some grocery stores. For a prepaid phone my bill is expensive, I deserve to have good service.... Terrible service and add fuel to the fire my bill is due 10-23-2019 today and my phone service is suspended on the day that my payment is due. I woke up this morning and my phone is cut off. Why is my phone cut off if my payment is due today. The clock didn't strike 12:00 a.m. 10-24-2019 yet and my phone is cut off???? This is the second time this happened and I will be looking for better service???? Terrible service..

I spent 2 hrs in store and was told phones were free pay for 2 lines 3rd free. I also got Hot spot. It didn't work. Returned it next day. It was never removed from acct. Spent hours and days first month with customer service trying to get billing correct. 2nd month same thing again. 3rd month another repeat. By 4th month I was tired, called to complain, spoke with another supervisor, requested address to return phones after I get new company. 1st ok will email 5 minutes later. They can't do that until I find new carrier. Stores lie and very uniformed on how their own systems work. They are charging me for so called phones. Please avoid their scams. Also elderly lady came in and had issues regarding them still charging her after she cancelled. She the auto pay which I opted out after hearing problem and they treated her rudely.

I move T mobile to Verizon wireless. T mobile lock my iPhone device. I pay off 6 months ago. I cancel my service and ask unlock my iPhone x but T Mobile told me 72 hours to get verification code and another 48 hours to get to unlock my iPhone x. This is something wrong because I pay off my phone 6 months ago. And I need my phone now. That phone belongs to me. T Mobile make overpower make consumer get headache. They lock my phone 5 days without reason. And keep telling me company policy. Please let all the T Mobile user move out to different carriers. T mobile never care consumer.

We started our ordeal with T-Mobile about a week ago - as a chat to inquire about switching and what would be involved. The chat rep ended up calling me direct and selling me on the Verizon switch plan. The phone I wanted to buy was not going to be available for about 10 days, but I was assured that our account would not be activated until we received our equipment. I was also assured that they would make sure that we had our promotional gift card to pay off our last bill with Verizon (THIS IS NOT TRUE _ THE GIFT CARDS WILL NOT COME TO YOU UNTIL 8 WEEKS AFTER YOU SWITCH - If you owe any money on your current phones you will have to eat that cost and carry it for 2 months!!!!) Believe me - if this had been explained to me properly in the initial sales call - had I been given info to read and digest I would never had proceeded with this company. But as you can probably tell this information was not provided to me.

T MOBILE SUCKS, ITS NETWORK SUCKS, ITS DEALS SUCKS, CUSTOMER SERVICE SUCKS, IN-STORE SERVICE SUCKS. BEING WITH THEM FOR MORE THAN 15 years and long customer, they treated my like **. REASONS -

This is in my opinion the worst cell phone company. Their customer service is horrible and my coverage in Florida was terrible. I would never use this company again. I would pay double to a company that can provide service as promised and have employees that would listen and care when they cannot.

I was having trouble with Verizon and constant increases and was conned into a Hem account which proved to be useless to us. I have the copy of the ad about a "phone on us when you switch". We had a nice salesperson who was helpful, but getting switched over and going through all the hoops was just ridiculous. One hand does not know what the other is doing.

I was on the T-Mobile website and it said you could trade your iPhone and they would give you some money towards your new iPhone, I called T-Mobile after speaking with the representative. She said "I see the offer and you do qualify" but when she started with the process she said that the offer was no longer available and I said but it’s still on the website and she said it must be a website error. So then I asked to speak with a supervisor after being on hold so many times and transferred to different representatives. I finally got to speak with a manager and he said to me that it was false advertising, I’ve been a loyal T-Mobile customer for 20 years so I said "Well that’s not my fault" and "I would like to get the promotion that is on the website" so he said "I totally understand. Let me see what I can do".

I tried to get refund from T-Mobile after switching carriers. A month ago, I was told it will be mailed to me. Didn’t arrive. Called few times, no help. Few days ago I called again. I was told to go to a retail T mobile store. I went there today. In the store I was told they can’t help me, since all my payment were done online. Today during past four hours I was on the phone with the experts of the T mobile. Expert # 1 Chris couldn’t find my account (account was active for past 15 years). Expert # 2 Jelo?? could not help me, called supervisor named Billy. Billy tried to transfer me to phone number 877-778-2106, but didn’t know how to do it.

I took a chance knowing the service may not work at my house, but with assurances that I can return the equipment (and pay a restocking fee), I was willing to give it a try. It didn’t work. Returned everything the next day, no problem. A month later, they billed my card for a full month of service. After a week going between the store and calling the toll free number (each said to contact the other), finally someone at T-Mobile was able to clear it up by getting a regional manager involved, while standing in the store, calling the toll free number. We received a full credit and were satisfied with the end result. Yet another month later, I receive a bill for a past due amount that not even support knows where it came from. Cycle starts all over, going to the store and calling the toll free number... hopefully it’s less painful this time. The “trial” has cost way more in time than any restocking fee. Beware!

Taken care of by corporate. They were awesome.

I recently moved from Verizon to T-mobile. The customer service is a joke. Wait times are ridiculously long, CSR’s who finally answer are not qualified. Very frustrating based on the hype - seriously, your customer service is worse than Charter. And that’s a pretty low bar.

I Am not a T-Mobile customer, but am thinking to transfer to Tmobile because of its international plan. I tried to use the online CHAT service several times to get info. Here is my experience: 1) The waiting time for CHAT is long. 2) The CHAT agents' service is poor. 3) Example of my yesterday's experience: the agent is not professional and is extremely slow. In average, I had to wait for 5-6 minutes for her answer. She did not answer my specific questions, instead, she just typed short general info from the web. After a couple of questions, she sent me links for me to fill in my personal info to join TMobile. I told her that I wanted to understand the plan and the service first. Then she disappeared without answering any questions anymore, without saying "anything else I can help", as all other CHAT services would do. The CHAT experience makes me fear to transfer to Tmobile.

Everyone I have ever spoken to at T-Mobile has been nice. Customer service and tech support is stellar. But even though I live in a 4GLTE area proudly advertised by T-Mobile as having "good" coverage on their map, I get terrible slow unreliable service. I live in a city, not a rural area. My service is unusable inside my home. My home is concrete block construction, which is not unusual in many parts of the country. I have trees in my yard, which are normal, or so we would hope.

To put simply this is a terrible business. You get a phone, put it inside a phone case, have it break less than 30 days later and they refuse to trade it back because they have such crappy guarantees. They last only 14 days. Like really? You think I am going to figure everything out on my new phone and see if there are any problems by then to report a problem. The second experience was with ANOTHER PHONE that lasted no longer than a year replacing it over 5 TIMES!!! Each time having to pay them 5 dollars to replace THEIR FAULTY PHONE! From problems with the GPS not working, screen burning, to physical warping of the phone due to heat they expect me to pay for the new refurbished one. If you are wondering it was the LG G5.

Paid my T-Mobile bill on time and in full but still getting advisories from T-Mobile threatening disconnection. My bank has confirmed payment was received and the check deposited. Very poor customer service.

In summary, here are the issues we encountered with T-mobile:

Requested 2 phone lines to be unlocked. They did not unlock phone paid a year ago (primary); only phone paid 3 month ago prior request, extending service 3 days after billing cycle ending waiting for the unlocking because of their error. Instead 3 day bill charge ($8), they charged entire month ($80) T-Mobile refused to correct billing error. I will not pay 30 day service when my account should had been charged only 3 days. Both phones were paid. It was their error. Total abuse.

The worst customer support and including the staff at the President office. I called Customer support because I get out of network signal two to three times a day and they keep me all different type excuses. They have two staff membes at customer service Peggy and Monica that at the beginning they promises to fix all the problems with the phone and the phone bill.

Not off to a good start T-Mobile!I Was quoted $130 for 4 lines w/ the magenta + plan by their online chat support 10/1/2019. I signed up yesterday and I am now Paying $155 for 4 lines & only 1 has magenta plus service added. Customer service not willing to honor quote, which I have screen shot. They are only offering me a lesser plan to get to the price I was quoted or the options to go back to my old phone carrier.

Switched over from Verizon to T-Mobile a couple of years ago during the “get out of the red” promotion. That is where they pay off your phones. That didn’t happen. In fact they could not help me with it and didn’t seem to care once they had me signed up. The good thing is I am saving $750.00 per month. The bad thing is the low or no signal.

I was really pleased with the customer service I received at the San Luis Obispo location when visiting from Canada. I had a bad experience with a sim bundle I bought from Best Buy that I was told would work on my iPhone 6 but didn’t and then I couldn’t get a refund after wasting an hour of my time. The next day I walked into T-Mobile and in a couple of minutes I had a working phone with unlimited everything for next to nothing for the week I was in the US. Such helpful and friendly service, T-Mobile is my go to for my next trip south of the border.

I am very disappointed with T-Mobile I… I am very disappointed with Metro T-Mobile at 110 Steamboat Bend in Hannibal. I have a very weak signal. I get disconnected a lot. My internet is extremely slow and my SIM card is barely recognize most of time and I have to constantly restart my phone. I went to the store at 110 Steamboat bend in Hannibal Missouri to see if they could help me and they could not help me in the store but they said that they could replace my phone and would call me when it gets in. When ever that will be. The Lady I spoke with seemed to be very grumpy or in a bad mood. I feel the store in Hannibal could care more about its customers and have replacements for defective phones. I'm starting to regret leaving US Cellular. I feel so sad about getting a defective phone???

My complaint today goes way beyond the 100 words that I am allowed to post here. I recently experienced the worst and most unprofessional customer service from the company T-Mobile that I have experienced in my entire life. The company currently is employing the worst of the worst when it comes to their choice for staffing employees. They offer nothing but poor customer Service. The customer service department is very argumentative, they do not believe in satisfying the customer needs or offering quality customer service, in fact they do not believe that the customers is always right. Their attitude is that they right and you the customer are not.. They work hard at making your experience one of unpleasantness and they do it at all cost.

This company is one big $43 billion dollar rip off. The reception is horrible. I have a collection of screenshots where it said I had full 4G service yet my Google search timed out due to lack of connection. Their customer service is atrocious! They either don't know what they're talking about or they straight lie to you. A couple years back they changed my plan without telling me and when I called them out on it they lied and said my old plan never existed, like I had imagined the previous year and a half.

I have been a loyal T-mobile customer for several years, and recently received a promotion to add a 2nd line for a specific price. I took my son in with me, and we spent a couple HOURS changing him over to T-mobile to get the deal. Both lines work fine, however I can no longer log in to My T-mobile online account. I called and was told I had to create a new email account to go with my new number. Except, I do not have a new number. After a few more phone calls, including a lengthy one with technical support, I decided to try and link my number to a new email address, but I received the same error message.

I recently spoke to a customer service rep at T-Mobile and have now decided I am switching providers. I have been having network issues, I explained to the rep that my coverage and my service have been quite bad recently - after moving to Queens, NY. He didn't seem to care a lot and just kept repeating "we'd hate to lose a customer" without providing any solutions to my issues. Just yesterday I had no internet for 3 hours straight!

Their service is terrible. Generally only 0 to 2 bars even when there is a T-Mobile tower close by. Had to get rid of T-mobile which meant I only got $30.00 out of my trade that they said I would receive $175.00. They cost me a considerable amount of money since I use my phone for business. I feel totally ripped off as a consumer in lieu of what I was told at the corporate store at Summit Mall in Fairlawn, Ohio.

I have been with T-Mobile for 19 yrs and I have 6 lines with them, TMobile have promotion on the Note10. Buy one get the second free. So I called to take advantage of the deal, I was told in order to get the deal I have to add new line which is I have now problem but also they wanted to change my plan and thats the part I didnt like because I'm happy with my plan and I dont wanna change it. So they refused to give the deal and I called more than one time hoping that I can talk to a nice person who can override the system and make it happen without changing my plan but didnt happen also. I have talked to more than one supervisor and the answer was no. The point is that T-Mobile doesn't appreciate that I have been a loyal customer, how come they make it happen for new customers. So now it's the time go to another carrier.

My experience with T-Mobile was relatively decent until I decided to switch the cellular carrier. I was T-Mobile's customer for 21 years until my new boyfriend has suggested that I overpay for my service ($120/month for 2 lines) and advised to switch the carrier. I have requested to post out my number, but could not complete the transaction because apparently T-Mobile has locked my device. This was the 2nd telephone that I was buying for cash intentionally paying the whole price without any 2-year contacts, so I could use other carriers outside the USA on my travels. Imagine how surprised I was when I learned that my phone is still locked by T-Mobile without any reason and my knowledge.

My experience with T-Mobile was relatively decent until I decided to cancel service. I will say that I believe their coverage maps are deceptive. T-Mobile was by far the poorest coverage I've ever experienced, and outside of a major city you can pretty much count on zero talk/data coverage with rare exceptions. Early in June I cancelled all of my service. However, the agent I spoke with failed to cancel one of the lines and I received another bill the next month for the full family data plan and one line. I called to dispute the bill and the agent assured me that I would be credited and not to worry about it. A month later, I got billed for another month! It has now been almost 4 months and approximately 10 calls to customer service since I cancelled. Now I'm getting late payment fees on their errors. I could not possibly give T-Mobile a lower recommendation. The service is terrible and the employees are incompetent.

I switched my mobile phone service from T-Mobile to another carrier. But they were still charging to the mobile hotspot. I contacted them by phone to cancel that service. They needed a pin to access my account and my old pin did not work. I called and spoke to a person and she said she will take care of canceling my account. But it looks like my line was not canceled. I kept calling them several times, and they keep saying they can't access my account without pin and asked me to go to the store.

T-mobile is telling me that the two iPhones that was purchased using my account which I knew nothing about until after it happened I was charged 443 00. I was told by a person who called to send the phones back to T-mobile through FedEx which I did well. T-mobile won't refund my money till they get their stupid phones back. They also charged me for two extra lines that I did not purchased. I have talked to 12 reps and all I get is the same ** line saying, "We can't help you." Yet I filed a fraud report with them and with my bank also a police report. If you sign their agreement terms you're stuck because you have to for the company to make a decision on your account. Pmedvetz

I went to our store located in Wenatchee WA. My husband and I did the bogo promotion on a Galaxy watches. Later I paid the one off and we decided to disconnect the lines connected to them seeing how our watches never worked properly with the lines. I was told by a supposed expert that disconnecting the lines would not bother the bogo promo seeing how I paid off the watch already. However they were wrong. Now I am paying full price for the second watch too.

I am 63 and my significant other is 57. We were looking for a reasonable phone plan in our area for unlimited data, text, phone for 55+. We saw T-Mobile had a $90 plan for the 2 of us. We are located in a remote area of The Thumb in Michigan; so we called T-Mobile to ask about this plan, if our area was in their network, and to place an order based on our findings.

T-Mobile has randomly cancelled my cell coverage twice in the two months I've had their service, despite having prepaid for my account. They've provided no explanation and customer service hasn't been quick. Their app also won't work for my prepaid account on my new T-Mobile phone and their customer service can't fix it. And their online website keeps crashing and not letting me make changes; everything has to be done over the phone, which would be easier if my phone actually worked.

Went into a store a few months back to cancel service and was told they can’t cancel service, have to call 1800 number. Called -800 number and they can’t cancel without pin. They have charging me $11 a month and I don’t have equipment with them. There needs to be a class action lawsuit filed for a few billion dollars against T-Mobile for dishonest practices. We need to sue them. Write if you had the same experience or something similar.

Poor service signals ZIP codes 98372, 98391, Washington State. If you are are resident on this ZIP codes, think about it, Drop calls! Bar and a half of signal from towers. Even so if you call tech support they play the game of saying "I am sorry to hear about that." "Actually there is some technical issue at this time in this area but we are working overtime in order to bring service back to normal." No matter how many times you reset your network device it won't work, Customer service over the phone they are very polite and it's not their fault. But think about it a corporation as big as T-Mobile do not mention anything about this issues when you sign a contract and they not they do not have the technology to support this ZIP codes.

T-Mobile can't be trusted. At the beginning saying 2 lines plus the three lines only cost over hundreds sth. And the third phone is free. But the LG phone easy to break the screen and not functioning properly. After cancel the lines, they want me to return the broken phone and pay them 33 dollars. What a crook. I never had a phone provider gave me a free phone and want me to return it and charges me for it. And their bills are way too high for their greed! They don't mean what they said! I went to Boost Mobile is a lots cheaper than them. Only Boost mobile don't have unlimited hotspot.

I was involve in a very bad car accident. I was facing hardship. I called up T Mobile to set up a payment plan. The first payment was taken within the next following 2 weeks I was due for the other payment. I wasn't able to come up with the money. It was $150.00 dollars. The next 2 days I was able to get the money. I called up T Mobile to make the payment. They wouldn't accept my $150.00 dollars. Instead I had to pay an additional $286 to restore my service. I was very distraught about the ordeal. They had no compassion. They say they are real people. No they not. I am disable and they took advantage of me.

They called themselves the Un-carrier in the past and bragged about all the things they brought to the table that other carriers didn’t. Of course, once you’re with them, you are excluded from many special promotions, or they create offers that guarantee new customers will buy in while existing customers will get screwed! I paid off my iPhone a few days before the launch of the new iPhone and waited for the preorders to begin... Well, T-Mobile never bothered to release any pricing or promotional information on the launch of the iPhone, until the morning it launched!

I've been with T-Mobile over 25 years. Had an issue with my Note 8, called in to have a warranty exchange only for the warranty exchange to be defective as well, call called in again. Spoke with Christy only to be promised a new phone. When the phone arrived it was a refurbished phone. Called back. Spoke to a supervisor Kevin only for Kevin to tell me that there was nothing that he can do. After 25 years I'm so disappointed. And shame on you. T-Mobile. Shame on you T-Mobile. I will be filing a complaint with the Better Business Bureau and the Michigan Attorney General's office.

I used to the best customer service worth T-Mobile- until I because a “new” customer again. I’ve been with them for over 20 years. Every time I would call for something, I was thanked for being with them for such and such amount of time. They always told me that I was speaking with a special customer service department that was just for the clients that were so long standing and that they were there to offer me excellent service. And they did!! They were amazing!! But I figured they just told me that to make me feel special and that everyone was actually getting awesome service. Wrong.

I have been with all four major carriers and have never loved my Cellular company until now! I've been with them 3 1/2 years. Not everything has been perfect, I've had some issues here and there. But that has to do with a few sales reps and not the company itself. NOT ONE SINGLE company can say that 100% of their employees are stellar! It would be impossible not to have a few bad seeds squeak through. All in all it has been a great experience.

I have been with T-Mobile for 13 years, and am going to leave due to lack of concern when it comes to billing practices. I opened a second line for my son around Christmas and found he was too immature to have a phone so I asked T-Mobile to remove the second line from my service. They agreed, but my bill did not drop much at all. I've called in several time for them to audit my account because the bill was still too high for 1 line. Finally after a couple of months I said forget this I'm switching over to Xfinity because my husband saved a lot of money with this cellular company. I called T-Mobile to pay my device off and leave and finally a rep advised "we were overcharging for the past several months". I advised rep I've called in and had several reps audit my account, but it finally took me leaving them for them to come clean with me about overcharging me. SMH. This is awful billing practices.

I purchased two phones under the "55 and over" plan. Based on the promised by the salesperson that I could get two free phone upgrades once I paid half of the initial purchase under the JUMP program, I agreed and purchase the JUMP. In August 8, 2019 and after my balance was half+ paid, I went to get the upgrades. All fine up to this point, now I am stuck with $1,554.50 for the phone upgrades. So, I will have to start from scratch paying for two years when they told me the upgrades were free. I will never make business with T-Mobile again, period. Future customer: make sure you can get what they verbally tell you in writing so you will not get any surprises. Beware!

T-Mobile has horrible service and customer service. I get a discount for setting my account on auto-pay but what they don’t tell you is that gives them permission to charge you any amounts they want to. Since my service was so bad, they shipped me a cellspot tower, which I was told was free of charge, and by the way the Cellspot still didn’t fix my service. I’ve had this cellspot for over 1 year and only used it for 6 months because it stopped working all the way.

We had explained multiple times that my hubby's job takes him to Mexico for a week and a week home-- once he started using the unlimited plan from MX he started getting the nasty texts threatening to turn off his service because he's using the unlimited MX plan too much. They tried to tell me it's not meant for people who "live there" -- he doesn't LIVE THERE. HE'S AT A HOTEL. Then they tried to say he was using his phone more than 50% of the time in Mexico -- uh, yeah CUZ WHEN HE'S HOME HE'S OFF WORK AND DOESN'T NEED TO CALL ME -- WE LIVE IN THE SAME ** HOUSE!!! We called multiple times and were repeatedly told under the circumstances (being his work) there would be an exception-- NO ONE AT T MOBILE EVER GOT BACK TO US!!

This new service is a scam for the 4%. It takes 6 days for your money to show up after a deposit. They use your money for 6 days and then give to you. DO NOT OPEN AN ACCOUNT. I am surprised the Feds allow this scam. I may close out my phone account just because and I have been a customer of over 7 years.

My family has given T-mobile 7 years of business. With a so called jump on demand plan and 5 phone bought and paid in full! Now we are denied upgrading with 0 down...7 years has been a long time, we believe to be turned down for a new update we are long time over due...

Went to a T-Mobile store in Vernon Hills, Illinois. Was told if I switched from Verizon my bill would be cheaper with unlimited talk, text and data for a total of $50.00 per month. The rep then suggested I get a new phone. I told him no thanks, my Iphone 6 was just fine. He insisted and told me I could get a Iphone 8 for ONLY $3.50 more a month for 24 months. I repeated what he told me, he confirmed it and I took the bait. Unfortunately he misled me purposely and each month for the first three months I was billed a different amount, I called T-Mobile apologized promising they would "fix it" and I would be billed accordingly.

I just got through with an unsatisfactory response from T-mobile's "Office of the President" about a month I spent volunteering in Kenya--important point--across an entire billing cycle. I got the message that I was using too much, called (on wifi) to ask what I could do and was told basically nothing--there's no way to BUY coverage on top of the generous international roaming plan. When I got home, they PERMANENTLY withdrew my international roaming privilege!! Three concerns: When the criterion is a percentage and you’re out of the country through a billing period, ANY usage—1kb—is over 50%. They make it sound like it's amount, but it's entirely about percentage. If you're only out of the country for PART of a billing cycle, the "watch lots of videos" idea works, but if you're international through an entire billing cycle, ONE call to Uber=100% and puts you in violation.

The best customer service I have ever had so far. She’s above and beyond what a customer expects, she’s creating a good company image. She’s focusing on customer needs and require. She has a real good instinct to understand her customer. She’s very helpful and I want to say thank you @mai????

T-Mobile has been fraudulently charging me for years. My bill would go up every month with no explanation. I changed service providers and have zero accounts under them any longer, however, they are still sending me a bill every month saying that I have active accounts. When I call them they say they don’t know why I am getting billed. When billing calls me they threatened to send my account to collections if I don’t pay. I don’t have an account with them anymore!!!! No one can tell me why I am still getting billed. Not from customer service and not in the store. I don’t know who else to ask!

I bought three new phones Christmas 2018 and had insurance put on them, my son’s phone was stolen. Reported it to police. Got a case number then called T-Mobile. After 2 hours on the phone nothing was solved. They kept telling me I didn’t have insurance on my son’s phone so we pulled up past bills to find out T-Mobile made a mistake and insured the phone that we replaced instead of my son’s new phone.

I ended my service with T-Mobile on July 5th. I right away called to disconnect my auto pay. Customer Service said it was done, all my credit card information was cleared out. I receive paper bills right before I was sending in my check for my June payment. I looked at my account (July 20th) and noticed T-Mobile took it out of my account. I call them again!! to cancel my autopay. They tell me it is disconnected and will refund me my money since they saw in my notes I called to disconnect it. Never received it.

I left AT&T to go to TMobile with a promise my monthly payment would be cheaper, it was cheaper with $5... Wanting to give them the benefit of the doubt I switched...worst mistake ever. Their stores apparently can do nothing else but sell you merchandise. Everything you would like to do has to be done with a phone call or on your online account. Only problem is everytime I enter my password it is incorrect yet when I try to set my password (using the same password I always use and tried to log in with) they tell me I can't change my password to what it currently is. Then you go and answer security questions (which I didn't set up) and when you type the response to the question (My grandmother's maiden name has never been anything but her maiden name) the answer is incorrect.

T-Mobile is the worst mobile provider, in my opinion. Their coverage is sub-standard to missing in most placing that I have lived so far. The customer service appears nice when you talk to them but lacking with implementing what you talked about. For example, I thought I cancelled my plan one month and paid what I thought was my final bill. But later received a bill and called to find out that the account was still open with lines that were transferred to another carrier. So then I had to pay yet another bill and "cancel" service yet again. Oh yeah, they cancel your account account so you cannot log in and see your bill (for yourself) and pay it. When you call they cannot update your address to send you the final bill and it seems that emailing it is off the table, as well. I will never be a T-Mobile customer ever again.

Moving into a new home and wanting to bundle cell, TV, and broadband services I tried to cancel my T-mobile service. I made a call to customer service and was told by the rep that my bill was paid ahead and by paying off what I owed on an iPhone would settle my account. Since the system did not recognize my PIN I was required to visit a store to settle the account, which I did. Days later I receive a letter that says my account is in arrears and I owe for the last month's service. A phone call to a rep and then their supervisor is a waste of time as they can't authenticate my account and I must visit a store.

I spent literally 3 hours online with a representative trying to switch from AT&T. After all the information submitted I was informed that I was approved up to 15 lines... But after hard check, they said that it won't go through unless I will pay $1.5k... For what? To get 3 phones and one of them they said is "free"?! Those guys are stupid. My credit score is 800! T-Mobile is dead for me before I even started using it. The only thing that made me think about it, is slow data abroad, but as I see not only data is slow, that whole company is slow.

I switched from Verizon to T-Mobile about 4 or 5 years ago. The service has been so so, depends on where you are. I have no reception at all at my house (1 bar and drops every call) and I am in a town of 100,000 in the bay area. Over all I could deal with the sketchy service but anytime they come out with a new promotion it is geared only toward new customers. So let's forget about the current customers that keep the lights on every month and pay the employee salaries and let's put all our promo money into new customers instead that may or may not stay!! Brilliant marketing plan!! So we needed new phones because we have the Apple 7 phones that only have 16 GB of memory and with all the Apple update there is not enough room on the phone.

Do not get phone services from T-Mobile. They have the worst customer service department. Every call will waste 1-2 hours of your life. They lied to me to get me to upgrade my service for international calls. I could not make international calls. I cancelled my service with them and now they tell me that I will not get a full refund, so, I've been lied to and money stolen from me. I now have AT&T. It cost more but it works and has good customer service...

I have not been with T-Mobile for 1 month and had multiple issues. 1st All of my pictures were lost when I 1st transferred service to T-Mobile. I spent 2 hours on the phone with T-Mobile and i finally had to go through Samsung to get some of them back. My final payments on my phones from my old phone service was not paid in full like promised. On top of that my monthly bill came out to be $50 more than what I was told it would be. I called to find out why I had to pay all of this money just to transfer to them with the same phones and service and all I got was something the retail stores can be dishonest to make a sale. I asked to speak to someone that could help me fix this and was told someone would call me back. What a surprise no call back. Now I have $2300 bill from my previous provider they are refusing to pay..

I have been a customer for over 7 years and had never had a problem until my Samsung device began to have issues charging. While charging my S10+ I began to smell smoke and quickly disconnected the charger from my device. Unfortunately, my phone is not able to be charged using quick charge. I now have to settle for wireless charge which is extremely slow and inefficient. My phone had only been on the charger for a few moments before I began to smell that it was beginning to burn! The phone was not near water or hadn't come into contact with water or any other object that could lead to this.

I was in Houston on a business trip. I went to an event and spun a Wheel to win FREE STUFF. It wasn't free. It was agreed and in the contract for $10 a month. The first bill was $22. I called the Customer Service and spent 3 hours on the Phone with multiple different departments and got nowhere. So after that long on the phone I realized they didn't have any respect for my time and were totally incompetent with trying to get it resolved. I knew it wouldn't be a company I could do business with at that time and canceled the account. Then changed my Debit Card # so they couldn't charge it for anything else as a supervisor promised. My financial institution advised me to do so as an extra precaution. They informed me of how I'd have to pay for the FREE TABLET I won at a promotional event was having at another event in February of 2019. We are in August of 2019 Now. I've received multiple letters from a Collection Agency.

I am having trouble understanding why I have to give so much information to be hung up on and told to only correspondence with T-Mobile will be done in writing and mailed to New Mexico. They are not going to get away with this and there is nowhere to complain or send notifications to potential customers to be warned!

Usually going to pay a bill is not something I look forward to but every time I go to Somerset NJ T-Mobile I have such a good time with the staff, it's actually fun. Professional and personable...consistently in point across the board. Thank you!

Simple, 1. Pricing provided is different from multiple reps. 2. JOD Tier has changed without knowledge. 3. I feel to be forced into doing things preventing the reps having to help, such as making a payment when I'm not late. I honestly feel that I'm being treated as I am so that I'm forced to cancel my service. I literally feel as if they want me to.

I have had T-Mobile for 8 mos. I have taken my phone to have them fix a drop call 20 times and no one can fix the problem. I've sent emails and have not received no answers from T-Mobile. I would like to know from someone at T-Mobile why I should pay for a phone that does not work. I was told, "Pay your bill and you will get answers." Paid my bill and got no answers.

Went to get a new phone at the Tillamook T-Mobile store to take advantage of the promotion of a free phone with a trade in of your old phone. Was told that my new phone was free. When the first bill came was billed for the phone. Went back to store. Manager states she would fix bill. Paid the bill. About a week later went and looked at my bill. There was still a balance. Called customer service. After many phone calls was told that I had to have two lines for the free phone. This was never mentioned at the store. I should have know this when you could not even get Wi-Fi inside of the store because of such a poor signal.

I learned about Digits and was excited to use texting on my desktop. I started to use it for business and they suspended my texting abilities on 2nd day without informing me. Now I can't text at all not even on my phone. I spent all Saturday on the phone with two clueless tech support guys. I was sent to the store to change SIM card. Did not fix it. Monday I was told I may need to do factory reset so I did and went to store to change SIM card again. After hours of talking with different reps I learn my account was suspended because I was using my texting too much on my UNLIMITED plan. Please advise.

They pride on LTE and on customer service but both are in need of full improvement. My phone is always at 1 bar LTE. I can't send messages, my calls drop, no signal, you name it. I have a business plan with about 5-6 lines and have been a customer for more than 5 years. I'm currently researching for better options with Verizon. Unfortunately, I can't afford to be with a mobile company with inefficient network towers.

I have been with T-MOBILE for 2+ years and because I actually started using some of my (unlimited!!!!) Supposed data they keep saying that my data is used up in three days and keep fixing it but yet telling me stories. Personally I thought they were the ** when I switched from Verizon but now I know why that Verizon charges more because they actually deliver on their word. That's real talk. Damn I miss Nextel. My name is Bruce and my email is **.

Zero loyalty to existing customers! Today was the third and final attempt to work out a better family plan with T-Mobile after being their customer for over seven years.. Four years on a different plan with my daughter and the past three years under my name with my sons. I tried and tried and they refuse to give any new promos to their existing customers! Only new customers get the best deals. Existing customers get squat! It does not matter if you speak with the customer service rep Supervisor or even Corporate. They do not care that you have been their loyal customer whatsoever, they have proven this time and time again! So not stick with or go with T-Mobile unless you enjoy being treated like nothing and paying higher prices than you have to. They have been also ripping off my daughter with the military plan that is supposed to be 50% off making her pay even higher than I have been paying for three lines, for over two years now!

All I wanted to do was switch plans. 90 minutes in the store and their own representatives couldn't get customer service on the line. After the first hour in the store, they suddenly realized "Gee, we can do this here on the computer without having to wait for customer service." Nope, turns out their computers were "down." Called myself and spent another hour on hold, still no help. On top of that, all the information they gave me in the store was wrong and I had to start from scratch. Instead of switching plans, I'm going to switch carriers. There is no universe in which such bad customer service is acceptable.

I have been a customer with T-mobile since 2000. I switched to a business plan 5 years ago. I have been having constant issues. I have been overcharged, charged twice once in the store and then online. I have been called a liar...many broken promises...and now waiting over 10 days for a credit I was promise but now I'm told it was not approved. Great savings??? Well not when I figure how how of my time is spent on the phone arguing with them.

Hi, I have T-Mobile family plan. They discount you if you put it on auto pay setup to pay the bill. I had plan for 35$ for all 4 lines when I purchased and then after 2 months, I went in store and changed the plan for all lines to 30$. The person inshore said he has made the change in plan for all the lines so I went off and trusted them that the change is made. The bill is on autopay so I never checked it, unit before few days, I gave bill as document proof and realized, they changed the plan for only 1 line and DID not change for rest 3 lines. The added services on top of it at random times. Bill should not be more than 180 and it was always 265$ each month for last 12 months.

A sales me walks in my store and claims to be a T-Mobile business to business dealer and he can lower my bill and give me better quality service then my current supplier which was Sprint. So we purchase 2 s10 and the promo is buy one get one free in the form of a credit every month for one of the phones with no money down because of our stellar credit rating. So later that night my wife and I are looking over the papers and discover he ordered the s10 e which our the lowest quality s10 not what we wanted he never explained there were three options and took it upon himself when we clearly said s10.

The T-mobile Flagstaff store agent was dishonest. Agent said there was a "free phone" deal and I took her up on it only to find out she was fired, there was no deal, the other employees to include the manager know she was dishonest, and they will not make good on the deal she made with me and my family.

I’m so disappointed with T-Mobile. I absolutely dread calling for help. The hold time is extremely long and exhausting. I’ve been on the phone for over 2 hrs trying to get help. It’s so sad that the company charges their customers so much to not to receive poor customer service.

I am a military dad whose wife is on deployment and just this gone Friday I experienced that I am not receiving call on my phone and my phone is registering invalid SIM card, no network registered. I took the phone to T-Mobile local office in my area at LANDSTOWN Commons and they refused to look at my phone just because they said my wife didn't put my name on the account but still I have a phone number from their company.

I'm paying for unlimited data and unlimited 4G speed. I'm not receiving my unlimited 4G speed. My plan was changed without my consent. I'm now being lied to about the services offered. Both of my phone lines have been throttled to the point they can't even be used. Not only is my basic internet not working, the extra speed I pay for isn't being offered either. Their customer support line is people who barely speak English and don't offer any help other than a bill credit I don't want. I simply want the service I'm paying for! That's all. SCAM ALERT.

Before I went out of country for vacation, I purchased the $50 15GB data international pass T-Mobile is promoting, so I can use my phone and go online while abroad, without getting charged any roaming fees. I have all the conversations between me and them in writing, when they assured me more than once, that they country I’ll be visiting is covered by the pass I purchased, and that I’ll not face any billing issues. I got surprised when my bill came out for $857!!!!!! They ruined my vacation.

I live in a city of about 23,000. According to T-Mobile’s coverage map, I should have had no cell phone reception problems. However, coverage in our house was spotty which made me nervous as I have a child responsible for getting themselves on the bus and I call on my way to work to make sure they’re ready to go. 95% of the time, I was unable to reach them due to coverage issues in our house. Myself and my spouse both drive great distances for work and encountered several dead spots which led to a lot of frustration.

I have been a loyal customer with T-Mobile for many years now. I have always paid my bills on time and never have missed a payment. Recently when I changed carriers, they gave me such a hard time. They locked my husband’s SIM and I had to call customer service many many times to ask them to unlock it and every time they would say please wait 48 hours. They said that for many days. They have no respect for their customers. It made my life so complicated as I was not able to contact my husband to check on him as he was not feeling well. They don’t understand the concerns of customers and only care about their own company. I would never ever recommend this company to any of my friends ever again.

I tried to get new service with T-Mobile and it was a nightmare! The first person I talked to had to transfer me, OK queue music on hold and destroy eardrum! Second person I talked to had to transfer me, again blow the eardrum on hold! The third person I talked to was fine but then, "hello sir are you there? Hello? Hello?" Mind you I was standing outside with full bars on beautiful day with a clear sky! This was my first ATTEMPT to get NEW service.

I was a T-Mobile customer for 14 years. Last May we changed our family plan to Sprint. I spent several hours on the phone with T-Mobile and with Sprint trying to move our numbers over and close the account. T-Mobile took a payment out in June and I figured I must have had an outstanding balance. They took another $150.00 out in July. I called and spoke to a customer service rep who told me I still had an open line. I told him of the HOURS I spent talking with their customer service and that I had been very very clear that I closed the account. He took some time to look into it and came back on the line and apologized and said the money would be refunded to my bank account in 3-5 business days.

I have been with T-Mobile since 2012. In few years they upgraded my account to priority and after few months offered me two "FREE" lines. I took them and gave them to my relatives and visitors coming from overseas. After few months they started charging me for these 'FREE' lines. Then early 2019 I decided to move my lines to a different carrier. I asked them to close my lines and account. After repeated calls somehow they kept one line open in the account for months and kept me out of billing related communication for 4 months. My credit card information had changed meanwhile and they could not charge my card anymore. I was travelling all over the world during this time.

So here I am. I got my Samsung Galaxy S10 in the mail yesterday! But I guess I put the SIM card in wrong cuz it got stuck inside without the tray! So I went to my local T-Mobile store to see if they could help! But wrong the girl seemed to made it worst! So then, they recommended me to another place like a repair shop but they couldn’t! As their tweezers were far too big to fix it! So afterwards, they send me back to T-Mobile, yippie (sarcasm) & they had us try another repair store and we did and even one more but all couldn’t! Either they didn’t have the right tools, or they just didn’t wanna tear it apart!

I have had multiple cases where T-Mobile has lied to me just to tell me what I want to hear. First example is when I signed on. They told me I got "Netflix on us" but after signing up a couple days later I inquired how to take advantage of that. I was then told I did not have "Netflix on us". The next situation was when I asked about "Binge On". They told me I had "Binge On" even though I have unlimited data. I wanted binge on so that I would not use my high speed data. Even though I have unlimited I still only have 50ish GB of high speed data. They told me I had "binge on" and I had no need to worry. A couple months later I asked if Hulu was included in my Binge On and I was informed I don't have "binge on" and they can't do anything about it. So I have come to the conclusion they will mostly tell me what I want to make me happy. They are liars and not practicing a good business.

Beyond appalled by T-Mobile's horrid customer service. I paid $15 a month for top insurance they offer on iPhone 7+ for almost 2 years. On the 21st month, my disabled mother drops her phone and cracks screen. T-Mobile was unhelpful and uncooperative trying to charge me $300 to replace the phone with the $15 a month insurance. Don't believe their scam they cover the dropping it because the simple answer is THEY DON'T. Buy Apple Care and be done with it. So, I dropped the coverage, and said took the bail. Bought an iPhone XS Max and this time purchased the Apple care. Intent was to give my 85 year old grandma the iPhone 10 and then pass down to my disabled mom the iPhone 7 that my grandma is using that I gave her a while back.

Just over a year ago I got a Revvl phone from T-Mobile. Recently I started having problems with the charging port like there was a short in it. I took it to the T-Mobile store and they looked in the charging port and said their phones were prone to corrosion damage from the high humidity, thus any warranties are voided because that's considered water damage, thus any warranties are voided and offered to sell me another phone. I've been with T-Mobile for 19 years and all of my phones lasted for years, and I never had a corrosion problem to a charging port.

I have insurance on my three phones but when phone broke and I switch around my sim cards they ** me up with insurance claim. They saying they not cover my warranty because I switch sim cards which I have insurance on it to all my phone and they play dirty game. Do not trust T-Mobile insurance. They con artist. They are liar. They bill you for insurance but not honor your claim. I'm looking now for different service provider. I'm unhappy. I been 4 years with them and they play game. How about new customer....think about it before you sign up with T-Mobile.

T-Mobile, from Customer Service, to Technical Support, to Billing, to Supervisors, and Management, Thank you! To current customers and non-customers please take note as T-Mobile is where you want to stay or be in the years to come. They have amazing things coming around the corner and you will want to be a part of it. I know this because they listen to their customers and respond appropriately exceeding my expectations. My experience the last six years from both a personal and business account perspective has been most incredible, most uplifting, and most desirable a consumer could experience. When I switched carriers from Verizon to T-Mobile I was looking for an economical and quality carrier. I not only found that, but much more that exceeded any customer experience in my many decades on planet earth.

After visiting the T-Mobile store a couple of times and debating on switching from my expensive AT&T I decided to switch and go with the plan that I was offered. Upon arriving at the store with my husband and two of my sons, I found the salesman that I had originally spoken with and we went over all the deals again. I had two iPhones 8 Plus that I still owed part of it to AT&T, one iPhone 5c that was just being transferred, and I needed a new phone to replace a broken one. The deal offered was the same he had originally given me. The two AT&T phones would fall under the buy back and part would go for an upfront credit that would be enough to cover the taxes for the new phones and the accessories and the rest would be sent to me in a cash card for the replacement of the broken one I was told that since I was bringing in a new line and there was no buyback I would get the new iPhone XR free offer.

I have been a T Mobile customer for 7+ years. In the last two years, they have turned into a horrible company to work with. Their customer service is disorganized and ineffective. Customer complaints and follows ups get lost, improperly documented and not followed up on as promised. In the last two years I have had multiple billing issues resulting in more than 10 hours spent calling their support teams to address. None of the issues have been resolved as the next steps promised are not taken and I don't receive a call back when I'm supposed to.

The implications of offshoring support services to the "cheapest" country/provider are readily apparent in T-Mobile's phone support service. Objectively, I experienced the following during a landline port out into T-Mobile:

I've been with T-Mobile for five years on a prepaid plan $80 monthly. Recently I discovered that they called it "grandfather's plan" and they had upgraded to a new platform and the service costs $50 monthly, but they never informed me. So I called them last month and they told me to go to the store. I did it and when I told them my intentions to switch they said the system was down. Went to another store and I was told to wait until the end of my monthly cycle. Today was my last day of the Cycle so went to the store and they asked me to call customer service. Called them and according to them I need a new Sim card. At the end I paid for the grandfather amount. I feel played out by T-Mobile like they want to keep charging me the higher amount. Loyalty is not considered by them so this will be my last month.

We just switched to T-mobile. The phone service is fine. The purchase experience was terrible. The T-Mobile store staff did not fully explain the costs of the program and the overall process took more than two hours. The language on the website is misleading with respect to trade-ins and the reimbursement when you switch from another carrier. If you talk to T-Mobile make sure you understand what you will actually pay for. There is a bit of subtle bait and switch the staff and website employ.

Since I moved my number to T-Mobile I had one issue after another. Every month there is something. Voicemail doesn't work, lines get cross up, no coverage, always something. You call customer service it takes forever for someone to come to the line. They just give you excuses.. I had AT&T and Sprint but this company is the top of the line on giving bad service.

Let me just warn anyone who fell for the promotional offer where you switch from another provider to T-Mobile and T-Mobile will pay your cancellation fee. DON’T BELIEVE THE HYPE! I switched from AT&T and was guaranteed that T-Mobile would pay off my $648 balance. DIDN’T HAPPEN. They totally reneged on their promise. Because T-Mobile did not pay off my balance, AT&T charged me penalty fees along with delinquent payments fees. The final total I ended up paying for my new T-Mobile phone was almost $800! Classic BAIT & SWITCH. I foolishly believed that I would be getting a free iPhone and better service when I switched to T-Mobile. DIDN’T HAPPEN. I would never recommend this provider to anyone. Worthless.

They put you in wrong plan and make you pay more money. Very rude. I have 3 companies and total 5 accounts, moving to Verizon soon. It's the scam company, do not trust T-Mobile. I am 100% sure you will regret dealing with this scam company.

My cellphone was lost and I contact T-Mobile and they sent me to insurance company about replacing my phone. We spoke on Friday in which I was informed that I will get my phone on Monday night about 8 pm. I got my phone on Monday at 9 am. I was very surprise and pleased. Thank you. J.

T-mobile is a scam that provides customers with fake Samsung phones, then refuses to back the product. I think T-Mobile's phones are simply market ripoffs. I had insurance and it did nothing for me. All they provide are more refurbished phones with the same problem as the new ones. I had to cancel the service after just 3 weeks of sheer torture trying to get someone to help me. Literary 6 hours on the phone, and nothing. Even months later, I am still being billed for the refurbished phone that didn't work. Whatever you do, stay away from this company and NEVER give them any personal information. They use the same servers as Experian. In the aftermath of my T-Mobile adventure, I went for an unlocked phone and that's working for me.

What a disaster! 1. We have 5S models so I told them 3 times no trade-ins and they replied the current promotion was for a new line and bring your #s with no trade-in required – we had that covered. I was alone and looking on Wed 5 June 2019 as my wife hates the process and was at work. 2. We both came to the store the next day, 6 June 2019, to buy 1 get 1 free on the unlimited 55 plan. Confirmed again about the offer and no problem. Phones bought, accessories, phone #s switched, Visa charged, then as we were almost done the rep said: “Oh, looks like I messed up and trade--ins are required.” (6 and up).

Originally I said I did not want insurance. They put it on my phone anyway. I paid it for about a year $120 when my phone got damaged. I was forced to pay another $49 surcharge to get a replacement and they mailed me a defective phone. So when I complained they wanted me to pay another $49 surcharge. And when I decided to just buy a new phone the sales representatives repeatedly made offers that sounded like a great deal but had charges they was not mentioning. That was basically screwing me around.

T-Mobile customer service sucks. They make you do a run around to get your regular number and make you wait 4-5 days to get your number. They ask you for your pin number but they don't even make you a pin number until you ask them to make you a pin number but they'll keep asking for one and never offer to make one for you. They'll keep telling you to wait 24 hours to get your number into phone but they're full of bull selling wolf tickets just to waste your time. They make you do their job for them and they get paid for not doing their job correctly the first time... They really ruined my week. I missed reminder appointments that supposed to remind me of doctor appointments and important phone call from family and friends. I didn't do anything for 4th of July because they didn't do their job right.

On May 25th I went to purchase the T-Mobile base prepaid plan because I only needed service until I moved out of the country for a new job on June 30th. My phone at the time was issued from my former employer and had to be returned before I departed the country. On June 4th, I called to add data to my plan, as I had to return my former company issued phone on June 7th. I was told that the only way to add data to my plan was to switch to a different one that costs $40/month. I went ahead with these changes because I needed data for transportation apps. During the call the representative never told me that I was making this change "mid-cycle" and that despite paying the $40, my service would only be good through June 25th since I originally signed up May 25th.

Signed up with T-Mobile because the buy one get one on us promotion. 3 months later they're still charging me for the second (free) phone. Spent HOURS on the phone as did the store where I made the purchase. Even though I and the store have the documents and the correct dates when T-Mobile was running this promotion they refuse to honor their deal! Very dissatisfied!

I was an AT&T customer and decided to go with T-Mobile for cheaper rates due to economy hardship. At the time they had the several promotions that interested me, I was all aboard but to find out I didn’t get but one of those promotions and I was promised all! Now I’m stuck with a contract the employees failed to provide information about. I’ve tried to contact customer service numerous of times about the same issue and no one has been of any help.... On top of that the service is terrible and I live in the city!!!

Insurance is fraud. I have a iPhone 7. Haven't had the phone a year. Started having problems out of it. Called my carrier they said it was still under warranty and that they would send it to Apple for replacement. They said in order for this to happen, they had to inspect the phone for any physical damages. I had to carry it in a T-Mobile store for inspection. Once T-Mobile inspected the phone, they said because of a feather scratch they couldn't send it back because of Apple policy. They considered the phone as damaged. In order for me to exchange the phone, I had to file a claim through the insurance. I had to pay 99.00 to exchange the phone.

T-Mobile's Scam Block doesn't block Jack. They even make you jump through hoops to add it on instead of being a standard feature. Customer service lied telling me it isn't standard because some customers don't want scam calls blocked! Well, those two customers would be happy because I can't see it blocking anything! In fact, the scammers IMMEDIATELY changed tactics. At this point, my phone is near useless. VERY angry!

I have been with T-Mobile for 6 years. A few times over the years T-Mobile deactivated my account because of a billing error on their part. I have auto-pay and T-Mobile has my information so they can deduct the monthly service fee. My checking account has never been low on funds, so if there are errors in deducting the monthly amount, it is not My problem, it is T-Mobile’s inability to connect. But instead of working on the problem, T-Mobile simply cuts off my service and turns off auto-pay to try next month. Therefore, I’m without service for a month. No communication! When I figure that out, I contact T-Mobile and they are unable to do anything except take my authorization to pay over the phone.

All In" with jump on demand for 2 lines. Contract was not explained correctly when I signed it. Was supposed to be around $100 with phones, I am paying over $200 a month! I don't even get to keep the phones that I have been paying for over the past 18 months unless I pay additional money (over $400 for 2 phones) at the end of the contract. I have spent MANY HOURS (MORE THAN 6) on the phone with their support because contract was not correct and items were not available and/or delivered. Support did cover my bill for one month, at least showing effort, but it just hasn't been worth the effort, time, and grief on my side.

T-Mobile sent me the last bill of more than $700, with undue charges of two signal booster and one time charge of disconnection fee that I never requested. I contacted customer services to solve the problem but nobody is listening. I requested to give me the bill detail, but they sent me the total bill amount only without any detail. What T-Mobile will do? They will send the bill to the recovery department and finally will try to spoil the credit score. I request to all T-Mobile customers to careful, and new customers not to try this customers unfriendly company.

Do people really go to Consumer Affairs to leave a positive review? The Billing went from $80 a month to over $200. I finally switched out to Google Fi and my bills and below $30 a month same service same service coverage. I closed the account exactly as described by the consumer support agent at T-Mobile to eliminate any extra charges, but I got hit anyway with a full month of service charge, even though service was switched out. They setup fake new numbers and applied them to my account. It was a disaster trying to eliminate that, which took almost a month, and in-house network booster I forgot, added up to me owing them $250 for the boosted unless I returned it, so here goes another month of trying to get away from T-Mobile.

Bought an iPhone XR a few months ago. Beautiful phone. Issues from the start with internal problems, including audio, service and connections... T-Mobile service reps were kind, doing their jobs, however, because it was an INTERNAL issue with the phone and the only insurance offered which is what was purchased was for COSMETIC issues, I was told the only options I had were to either travel several cities over to an Apple store for support OR submit an $800 deposit and send my iPhone in for Apple to look at. I get that it is likely the contract Apple has with their carriers.... However, I went with T-Mobile because I am a single mom doing it alone, and T-Mobile offered a payment plan.

T-Mobile conned me out of $32.20. They sold me an unusable product, gave me the runaround for 32 days, and finally told me that they would not refund my money (after previously agreeing to it). 2 stores, 5 phone reps, and 8 web CSR – a total of 90 miles of driving and about 30 hours of my life that I could not get back, was spent on an attempt to figured out WHY this item wouldn’t work, and if it was no other way to salvage it. Nobody in the stores knew why it wouldn’t work, I called and was transferred to FIVE different person (the first three said they didn’t handle it and didn’t know why they were transferred the call) and the floor supervisor who was the 5th person decided to hang up on me after she said she was working on my request. Finally web CSR #5 figured out what the issue was and web CSR #6 said she was getting me a refund, but it took 7-10 business days to process.

So I’ve been with T-Mobile for over two years and I was pretty happy the first year I was with him. The second year was a huge problem. The thing is is that I had purchased a brand new device and then I added an extra line and that’s when things got super complicated and they end up giving me random charges that didn’t make sense. The bill cycle didn’t make sense and then when I canceled my phone and made sure I paid off my last device they said that I owe him the $80.

Counter-intuitive and not user friendly. Does not provide all services. Frequently down. So many errors happen on it which pushes me to call customer service instead. Frequently has wrong information: was going to charge me $50 for my prepaid plan for 3 gigabits, but I was suspicious and called customer service and they fixed me with a plan for 10 gigabits LTE for only $40. By far it is the worst things about T-Mobile.

I probably shouldn't complain because this product is so cheap. I use it infrequently for my side business, but it needs to be reliable. Unfortunately, the payment model is a little shady and they deactivate your account WITH NO WARNING and no feedback until it's too late, so you need to be vigilant about checking your account status.