T-Mobile Reviews

They claim they never received the damaged iPhone that they would investigate and call me back in 2 weeks and everything would be resolved + the charges would be dropped because this has happened to me before, (yep). THREE WEEKS LATER and nothing is resolved. Now I owe over 1,000 including my last month's bill because they tell me not to make any payments until they "fix this issue". I even have a receipt from the post office from when I returned the damaged iPhone BACK IN January!! Also I have a voicemail from a T-Mobile customer representative assuring me that they would drop the charges from my account!! Now it is May 30th. This company is the worst. I've been with them over 7 years and it's always the same problem when you're filing an insurance claim. Maybe they should stop sending the phones in a black box with bright pink letters.

Updated on 10/22/2017: Very unhappy. This company has let someone commit fraud on my account. For over a year I been dealing with it. Then I buy the S8 Plus on jump I was told I get a free VR with a controller that I make 2 payments and I will receive it in the mail. Guess what. Nothing. I was on the phone 1 hour 30 mins. being runaround. They offered 60 dollars credit for their mistake. They were rude and have no respect for their customers. I been with them for over 5 years, have 4 lines with them and that's the service I get. You pay more with Verizon but you get better customer service and they follow through with what they promise not just give you false advertisement to get you to buy a 800 dollar device. Please stay away from T-Mobile.

My point is I was sent a replacement phone that was lubricated with something and being a replacement it was a refurbished phone with inferior glass... paper thin!!! This thing wasn't a foot off the ground when it dropped. I wasn't moving quickly. I didn't throw it. It dropped 12inches!!! Ridiculous! This is not the phone I bought originally. It was a refurbished one and my hunch is it got refurbished because its glass broke. So I called and of course they told me, "Tough luck. Sorry. We can send you a new one. Pay the 150.00 for another one." I had been on the phone with customer service the night before because it was acting weird to boot. It wasn't texting right, it was hanging up, it was powering off. It was a hunk of junk!!!

OK so I need a phone. I run my business from my phone. I need my phone. It's a small business and I'm crippled without it. I already had to wait 2 days to get that one and I couldn't wait for another one so I had to buy a new one. 250.00 for a S4. An inferior product. I was like, "Whatever let's get it done. I can't wait another day to be back in business." So I'm still paying on my S8 and my S7 and now a S4. Let's go back even further. I was in the T-Mobile store talking about my bill being so high with one of their sales reps and she talks me into buying this stupid watch and if I buy this thing it'll lower my bill by 15.00 per month. Well she lied. The purchase of that watch actually raised my bill by 25.00 per month and another 5.00 per month for the added line. So I'm totally getting hosed by T-Mobile and I just want out!

I've talked to all my friends and found out I can get cell service granted. Prepaid for 45.00 per month, unlimited data minutes and all from T-Mobile. T-Mobile is charging me 135.00 per month for the same service. Sooo I'm like, "Let's put me on that plan." In order for me to be out put on that plan I have to pay off my T-Mobile phone and buy a new T-Mobile phone. Pay a disconnect few and pay off my T-Mobile equipment for a grand total of 998.00 to get in a plan from the same company for 45.00 per month. What a ** joke right? No! It's not. They are serious! So now I have the most expensive phone bill of anyone I know. I've talked with customer care and decided that it should be called customer I don't care. I could not and would not and strongly recommend that anyone that ever considered using T-Mobile for their cellular service to avoid them like the plague! They will lie and steal from you!

So in order for me to discontinue and go with someone else I have to pay a grand. To continue with T-Mobile and get a cheaper plan I have to pay a grand. They have me by the short hairs because it's a business line. **!!! Don't ever give T-Mobile one dollar of your hard earned money please! I would love it if the whole country would put them out of business. If I ran my company the way they do I wouldn't get one more call and I wish it would be the same for them.

I guess if you spend millions on advertising it doesn't matter how you treat your customers. You can always get more. They are liars and thieves and not to be trusted. I don't know how anyone could work for a company that screws over their fellow man the way they do. The way they conduct their business lowers my faith in humanity and it's sad that people need a buck so bad that they would work for such a devious, deceitful company. I'm pretty sure it's owned and run by Satan himself. Swines. All of them.

I started a BBB complaint and got the Representative Martin from the "President's Office" but he cannot seem to be reached and is always "away from his phone." I have been over billed every month since November and no one can remedy the situation. The CS reps have a manager, but if you want to escalate it beyond the "Nicole" level of CS, you have to write a letter to T-Mobile in Albuquerque. All I would like is for T-Mobile to honor its promotions and to stop hassling its customers. It would be nice if the CS department could actually fix the problems.

I told them they had 2 days to find my phone and again the agent I spoke with told me not to worry, and that this would be escalated to be resolved within 5-7 days. I told them they had 2 days to do it or I would write a review on them, so here I am one very unhappy customer. So now I am paying for a phone that T-MOBILE cannot find and I returned it like I was told to do, but all I get from them is, “Don't worry. We will get this resolved.” Well since the money isn't coming out their pocket they don't care how unhappy a customer is and I will probably be switching my account.

The "customer service people" handed me off from one to another, with the last saying, "Sorry for your troubles but I can not help. Could you please call back in the morning." WTF?? My web experience is sooo slow, can't watch a single video AT ALL. John Legere, instead of hyping, how about fixing? Forget addressing this through T-Mobile social media accts. Unless you're asking glowing questions, they're not replying.

I get charged for payment arrangements I have never made and changes I never make. How can I make plan changes when my bill is always past due? It's a giant scam and you then are held hostage!!! My identity has been stolen and it's almost impossible to recovery​ from that. So just changing carriers is not an option for me. No one can ever seem to help and they should be held accountable for this!!!

They would not work with me for a payment arrangement of any kind. This is not the first time this has happened to me with this company, when I first got a phone with T-Mobile I was told my bill would be a certain price, 2 months later that price had doubled. Obviously this company has a communication issue. I have canceled my services and will not be going back, and honestly they probably have the worst cellphone service of any other company. Back to Verizon I go!!

I had my number ported over to TracFone so I could use my phone. When I canceled service I was told I would have no access to service or account info (which I think is bad cause you can't watch what they're doing on it, can't read anything associated with the cancellation and you can't check previous bill amounts). That is why I got a 60 min. card with TracFone. This would last till I got my free service started. When I spoke to Brian (team member) originally I told him as I had any money coming in I would pay on that balance. Within 2 weeks I have paid $95 which should have lowered it to around $200. I never got a receipt for either payment. I never got any online or paper bills. I called twice to talk to Brian about the bill and asked for them to have him call me... nothing. I called last week again and had mentioned about not getting the receipts or any bills and one showed up the next day for $401?

I don't care how the gal tried to explain it to me today, I'm not stupid on math. They charged me for another whole month of service after I canceled service because she said it takes that long with the porting of a number (bull, as it took TracFone less than 10 min). She said the gal that gave me the code should have told me this. Not my problem. I wouldn't have done the TracFone thing if I had known this. They tried to charge me for a cell spot that I had already returned (and originally was told it was free, mine to keep). Haaa. Instead of treating me like I was the loyal 12 year customer she spat on me and gave me measly $10 credit.

All thru the years I occasionally had to call in over my bill amounts cause something was charged that shouldn't have been. So this is not new with them. Watch your bills closely people!! Whether it's $1 or $100 they will try to get it cause someone messed up. I had thought about going back to them cause they do have good reception everywhere, but this just showed me how much they care about their customers.

T-Mobile (after you've decided to purchase) then tells you that you must pay for BOTH phones up-front but you will be able to "redeem" the rebate within 24 hours of your purchase. Not true! After the 24 hour "waiting period" you are able to go online and request the rebate but you receive a message saying "thanks for your submission" and once T-Mobile has verified that you qualify, you will receive a pre-paid Mastercard in the mail in 6 to 8 weeks! So I now have to "trust" that I will qualify even though I already went through that process and hope that I receive the 750.00 rebate.

Also, the rebate expires in 4 weeks from the date of purchase. So if I don't receive the rebate in 4 weeks and try to make a claim, will they tell me the rebate has expired? A real bait and switch if you ask me. This practice should be illegal! Rebates should be made in a timely manner or at least within the rebate expiration term and with assurance that it is confirmed once you complete the online rebate process.

So, a year goes by and there's a fee on my bill and I called to inquire about it and they said that it was from the jump program because I didn't upgrade my phone so I have to pay the difference or something. So now I remember what my daughter had said a year prior so now I'm wondering why they left the old phone on the bill also. So I called and she said not to worry about it that the bill will automatically adjust itself at the end of the cycle and to callback then. The next thing I know is my phone is off, before the billing date, because of this additional $160. And now I also have three reconnect fees for three lines.

Of course I won't be paying it! I will be signing up with a new cell phone company, and I WILL contest it once it hits my credit report, and I will let everyone know on Facebook, Instagram, and by word of mouth, about this scam that they got going on. They did me a favor. Now I can get a brand new phone from another cell phone company who'll provide better customer service. It's sad that they gotta lie to people to get the commission on selling a phone. And their boss allows it!!!

Today I called again because they overcharged my account twice! Yes a duplicated overcharge which almost overdraft may account. The order still has not shipped! No one will refund it. I had to cancel my debit care to stop future charges. Now I have to file the disputes with my bank. This is a nightmare! My bank told me to call them to get the authorization code that this company used to charge my account so that my bank could credit the money back. Well guess what! They refused to give me the code! One rep hung up me. One rep kept asking me for an account number which I do not have because I never got the phone. One rep told me they didn't know how to look up the order number. ARE YOU FREAKING KIDDING ME? How can this possibly be legal? Buyer beware!

I never came back and the bad news was on my next bill he already put a new line or new phone number and they bill me for it. I said to myself what a scam. I feel like I been robbed and I called to stop the scam and charges for a line that I have not ordered and I never used to find out later that it still there after 10 months. I never cross my mind that they would do that to a customer to increase my bill as if six lines is not enough. My youngest daughter didn't have a phone but I am paying T-Mobile for a line that I didn't know of for almost one year. I called them saying what good it got me the first time I called if the scam still there on my bill. Do I need to watch you and my bill every month and they don't go back in credit more than two months. Now it's time to go to AT&T or Verizon

At the store the girl said that I have to pay the full balance of the phone because I never completed the form they send me thru my email. I said, "How do you want me to compete something that I never got?" She then told me I could do installments on the phone but I would have to call over the phone. So I called customer service again and they said they could not do installments. This company does not care about their customers and clearly do not know how to train their employees correctly.

I been dealing with this matter almost 2 months later because they still can't do their job correctly. The employees in store and over the phone will say ANYTHING to get you out the store or to get off the phone with you. I use to recommend T-Mobile to everyone but not any more. After the headaches of this very poorly run company gave us, never again! Will be taking our business to Verizon. And EVERY TIME I asked a rep for their name just for a reference on who I talked to they would somehow forget their own name.

The con also included a special offer on an access point, which they insisted was necessary for connecting my laptop. The special was a third of the price, only good if I got it on a monthly payment plan. Soon, after the misleading app they had installed on the phone didn't tell me the data usage statistics, I needed yet another plan. Mysteriously, after 2 weeks, I was told that the other plan offered more data and my access point became useless. I asked, "What the hell?" They told me the phone was now the ap!

I had emphatically asked if the phone was not able to be an ap for my laptop and was told at the time of the ap sale that the phone was not capable of anything but 3g... then it was. After 2 weeks, no refunds AND the special rug was jerked out, and I now owed full price on the worthless ap with the T-Mobile sim card. I've filed a complaint with the BBB on these liars. I'll be forced to buy another phone because I bought the Samsung J7 from T mobile's lying cons. I'm being billed for service I didn't want and well, look elsewhere for a good cellular provider (oxymoron).

So I called customer care right after I paid and was on the phone for over an hr and they couldn't help but they understand and see my payment and they will fix. After going back and forth and being on hold the lady said, "Ma'am we do apologize for all the inconvenience and I was able to have my supervisor waive the remaining balance owed on the phone and you at a zero balance." So come May 15 when my payment is due I owe for the current bill cycle no more phone. Well that was never waived liked promised and I received a call from T-Mobile that if I don't pay my last due AMOUNT of $140 that my service will get disconnected so I called and again they want me to pay the taxes which they foo see I paid already in cash.

If not they offer an option where I don't have to put any money down but instead of paying the $16 installment for 9 months like they offered it going to be $54 for the 9 months for the past due amount which makes no sense and I cried to them asking can't they just waive the taxes so it shows I paid and put notes so on May 15 I can pay my current balance of $311 plus the $16 for the installment and they said, "No" so I said, "Cancel my account" and they did. So now I owe T-Mobile a past due of $451 and change which will go to collections because they failed to help me. All I wanted was on the May 15 pay my current bill and the installment for the phone. I was willing to still pay even after I promised that the phone will be waived and I owe nothing on the phone.

Now, one issue closed. the cell phone service is still terrible. will keep tracking it down and see if they can do anything about it.

Original Review: May 10, 2017

We switched to T-Mobile last year and our overall experience has been horrible. Nothing positive so far! Carrier Service. We experienced constant call drops and terrible connections in Orange, CA area (used AT&T/Cricket before and had never experienced anything like that in the same area). I called customer service multiple times and they escalated to Engineering most of the time. The tickets were closed every time without any responses. Later I checked in with them and they said it was a known issue that our area had bad coverage. What?

Rebate. This has been the biggest nightmare. We traded in 3 iPhones (2 iPhone 6 and 1 iPhone 5s) to get the iPhone 7 for free. 6 months passed by. There was no rebate showing up. I called customer service and they can't figure out why. Then I followed up multiple times. Every time, I was told a different reason for the rebate denial. The iPhone arrived late in the warehouse (I showed my shipping box receipt that helped stop that). Late they said we claimed a free phone in our account (Hmm... We had 4 lines so the store rep asked us to take advantage of that on top of the Free iPhone trade-in deal).

Then last time, a rep from the loyalty department said one of the phones did not turn off the "Find My iPhone" feature. The other two iPhones did not match the model number (IMEI). Seriously? All the model numbers were entered by the store rep. We were never aware we had to turn off "Find My iPhone". It has been 9+ months and there was still no credit yet. They have escalated to another department. I suspect they will continue kicking the can around. So frustrating.

JUMP Service. We were charged by the JUMP service without us knowing it. We had to cancel it manually. MyT-Mobile Website. When we joined, the T-Mobile website was not functioning for more than 1 week. The store had trouble processing our rebates on the website. We had to keep trying for couple days until we registered our phones.

Not sure if T-Mobile has any internal process on on-boarding customers and basic steps in customer service. There was no follow up loop. There were at least two cases that the rep said he will follow up in a week and no call received from him. The operation seems to be a complete mess and there was no unified/consistent experience. I regret we have made the switch to T-Mobile and will try to get out of this as soon as I can.

During the first call about my final bill, we went circles again about my accurate long term address (I NEVER received paper bills that I asked for). I agreed to pay $100 because I knew I did have a balance, just not the amount they claimed. They also stated that until I received a bill, I should continue to make a payment of "something" even $10 in good faith. The next month I paid $50 (still disagreeing with the full amount and NO statement in the mail). That was in April. It is now May and I am getting daily calls from a collection agency for T-Mobile. I explained to them that T-Mobile said that I as long as I made periodic payments until we could straighten out the final amount that I was all set.

After receiving relentless calls from this collection agency, I keep trying to reach T-Mobile but continuously get a representative in the Philippines. When I ask to speak to a representative in the United States, I either get a combative response, hung up on, or circled back on hold to get back to a rep from the Philippines. I do not want to keep making "good faith" payments as they put it, to never get reimbursed for over payments and it is apparent that I will never get a paper bill so that I can accurately dispute the bogus amount they are billing me for. What are my options?

After four months of calling, testing, and spending hours of my time with troubleshooting, they said the CellSpot may be bad. They shipped it to me. Not only did I get one, they accidentally sent me three! Now they expect me to bring them back to the store. I told them I'm not doing that as it was their mistake. Then they said the only thing they can do is to send me labels to print and adhere to the boxes. So I did that and when I asked when UPS will pick them up, they said they won't. I have to actually deliver them to the store for them. This is horrible customer service all the way around AND horrible cell coverage. If you live in a highrise DO NOT USE T-MOBILE.

It's been 7 months and I am still having to pay for that tablet and the line. The first few months when I called to get credits they said credits will start within a few months, after that time passed they started saying the promo never existed, I was never offered a free tablet!!! I had great phones and was happy with my old phone plans, once I decided to upgrade because I saw the free tablet promo it all went to **. They even took me off of my phone plan, I was on 80 a month and 10.00 for each additional. It went to 270.00 plus and all I wanted was 4 lines. When I signed the projected thing, she said "don't worry, this is before the promotions." It should have been 120.00 for 4 lines. I can't wait until I can pay for all of the devices and then leave T-Mobile once and for all. I even pay an extra 40 a month because I don't trust them and won't do auto pay. Go somewhere else, they can't be trusted and will switch plans and add items to your bill.

When I signed the contract, it means I get the BOGO program until I finish 2 years agreement. Last year, I insisted them for me to pay off the phone (and I continue to keep the program) but they refused, they just told me to continue for 2 years until the program finish. But now, they stopped the program and ask me to pay FULL MONEY for the phone. Are they correct? They do not have the right to stop the problem without letting me know, right? So, everybody who has the same problem like me, please pay attention about the ** promotion of T-Mobile. They are cheating people so much.

Also I have problem with my 2 Iphone 7 of T-Mobile when they give me the promotion of changing Iphone 6 to Iphone 7 for Free. Actually, it is not free (but very expensive). I chase in my brand new Iphone 6s with the cheap price of 260usd only. And I must pay the FULL PRICE of Iphone 7. I know I was cheated by T-Mobile but it was my faults because I didn't read carefully. It was a good lesson for me to know a big Lie of T-Mobile. They built up their company become big by lying people.

The fact is that no one in my family or myself called for cancellation of the plan. They first told me that someone called and cancelled but I confronted them that tell me which number the call was made. They could not tell me. Then they told me that someone cancelled on the computer in my family but they could not give me a proof. Now they are telling me that someone canceled on their app using a cell phone but they cannot tell me that which number the international plan was cancelled. So I am getting charged $ 400 but they cannot prove that who and when and what device canceled the plan. I never canceled myself. Please help.

I was lied to by an employee to make a sale. When I found out that I was lied to and went to a manager at the store I purchased the phone (paid cash - full price $600 for my Samsung Note 3). I wanted the Note 4, but they said it wasn't released yet. This was a lie, too! Within the first 2 weeks, I attempted to get this resolved, but they would only give me $250 credit for my phone. Further, the phone had issues and needed to be replaced. They could have easily replaced it with the Note 4, but said this was against policy.

Bottom line, these people are despicable crooks and once they have your money they will cheat you, manipulate you and your contract and laugh at you. Just read the reviews here that echo the same things I'm saying. It would have been very easy to resolve my issue and without cost to them. These people are absolute crooks and no friends of the community.

I called them when I received the first high bill (in December) and they said I would need to wait one full billing cycle for the deal to kick in and for the credits to apply, so I paid the over $400 bill under the guise that once the credits from the deal were applied I would be refunded back in the form of credits to my account. February came and still no credits!! March came still no credits!! My account was put on hold in March because it was so messed up. The manager couldn't even change anything to fix it, in total, my account was put on hold twice for investigation... Now when I speak to the rep, they have no knowledge of this Black Friday deal I'm talking about, they say it doesn't exist and my monthly bill is correct! They've suspended my services, not just my services but my 70 year old mother, my 68 year old father, my sister and my niece that's a senior in HS... None of us have a means of communication right now.

I've talked to several managers and two of them saw the problem and agreed to fix it and call me back in a couple of weeks to make sure it was fixed, I asked them both to leave very detailed notes in the account so that other reps would be able to see it. Of course, none of the reps see notes regarding the conversation I had with these managers. They say in fact, the managers wrote that they fixed my account and my monthly bill is correct. I asked for the call to be listened to since they're monitored and I was told no, what's the point on recording the calls if you can't pull them back up??!! This sounds like a scam to me because they know in the end, they will win by attacking your credit if you don't pay.

Something needs to be done, I've seen several stories on here similar to mine just within the last couple of months. We need to start a class action suit ASAP!! T-Mobile used to be awesome when they were trying to make sure customers wouldn't leave them when they didn't have iPhones, now that they do have iPhones, I've watched their customer service decline tremendously.

So, I called T-Mobile. The rep on the phone agreed that I should change my phone with no payment. He was nice. Then I requested to change one more phone. Again the rep on the phone was nice and told me he can’t do the same for the second phone but if I pay $135.00 I can change the second phone. It was nice of him to do so I agreed to pay 135 and change the 2 phones. I asked him if I had to pay anything else and he said, "No."

So I went to the T-Mobile store in Granada Hills Ca. to get a new 2 phones and I told the sales rep about the T-Mobile phone call and everything should be in the account note. The sales rep at the store told me that I should pay my bill before we do that so I paid $1200.00 to bring my bill current. Then I paid $135.00 to change the second phone, but that was not enough. I had to pay $266.00 per phone. According to the sales rep in the store any device over $600.00 I have to pay down payment on it. All that was not explained to me by T-Mobile rep so I feel I getting ripped off by the T-Mobile, so I changed my mind at the store. But, "NO, you can’t because you signed a contract 5 minutes ago."

So, I had to take the new phone and keep my old phone, the one is not working and pay $1601.00 in the store and I did not solve my phone issues. I called T-Mobile back, I found out my JUMP plan is a lie and the sales rep lie to me when we signed up 8 months ago. I am so disappointed from T-Mobile customer service and the sales rep at that store. This is totally a scam. No one that I called in T-Mobile could really help me. The way that sales rep selling the product is totally unacceptable.

Thirty-eight days later on April 19, 2017, my screen froze up with message on a black screen. It read "A supported Module to turn on your phone". I've attached a copy of the screen. I went back to the T-Mobile Store on E. 5th Street and turned in my phone. The T-Mobile rep. ** tried to fix my phone but the screen was frozen. She ordered me a replacement phone due to the warranty. I asked if my phone would be new. Briana said yes. I received my phone the next day on April 20, 2017. The T-Mobile representative ** advised that my phone wasn't new, it was refurbished. Because my phone was under warranty I had to pay $5 to ship to me. Five days later, April 25, 2017, my refurbished cell phone screen froze up again with the same message on my original LG G5.

I spoke with T-Mobile representative, ** and informed her that I had the same issue with my original phone that I turned in five days ago. She informed me the only recourse available was to order me another phone. It would be refurbished. Daysha called customer service, we were transferred to tech support and spoke with Justin. He tried to fix my phone and checked to see if there were any issues. Justin advised they would order me another phone. It would be a refurbished LG G5 but from a different batch.

On April 26, 2017, I go to the store and pick my phone. The T-Mobile representative advised I'm unable to pick up my phone. The tech support T-Mobile representative, ** who put my order in did it wrong. He ordered the phone but didn't complete the second part of the order, authorizing the release of my phone at pickup. They can't release the phone to me. The rep goes and speaks to the manager and says the only option I had was to cancel the order and order another phone. I should get it in 1-2 days. One word unbelievable and unacceptable.

I called customer service and was advised that I still had a $178 left to pay on my phone. It was 50% paid for. I could get another phone. They would waive the $100. I would only have $78 to pay. They will add that onto my next bill which is $124. I would have to pay a total of $202. On top of that depending on the phone model, I would have to start all over again and pay for a new phone which can cost between $400-$650. I have to keep coming out my pocket to pay off a phone that is clearly defective and a new phone. It's either that or go back to the store, cancel my phone order (even though my refurbished phone is still at the store) and have another one shipped to me. You didn't leave me with a lot of options.

After what I've been through with this LG G5 phone, the original one lasted 38 days. The second refurbished phone lasted 5 days and now my third phone I can't even get access to. Why am I paying the balance of my original LG G5 phone for a substandard product and substandard resolution? Tomorrow, 4/26 I'm going the T-Mobile office and cancel my cell phone and reorder another one.

When I questioned why I the customer wasn't being directed to a supervisor my call was put abruptly put on hold mid sentence. The Supervisor if it was a Supervisor got on the line and proceeded to try and resolve my issue. What I noticed is how long it took me to get connected to a Supervisor and that when I voiced my concerns of customer service quality they were silently responded to. When I the customer request further assistance I should be able to get just that not attitude because a customer requesting a Supervisor may make the rep look inefficient, had you been efficient there would have been no need for further assistance. The customer service is a big part of whether or not T-Mobile keeps customers, there's a competitor's customer service rep reading this right now plotting to get T-Mobile customers to give them a chance to be their carrier.

So, I called the T-Mobile help line and spoke to a sales associate. He said that there was a supervisor who could help me and transferred me over. I spoke to a woman with a heavy accent who sounded like she was older. This woman told me that due to a promotion that they were having I could get an S7 in place of my J7 but pay the same price. I was skeptical. I asked this woman multiple times if she was sure that my bill would be the same and she said yes. My husband heard this entire conversation on speaker and encouraged me to take the deal because the S7 is a better phone and getting it at the price of a J7 was a steal. So, I accepted the offer.

At this time I asked the woman if she would be sending a return package so that I could send in the J7. She told me that that would not be necessary. I asked the woman specifically if she would be sending packaging to send the J7 back and she said no that wouldn't be necessary. I should have known that something was off and in retrospect I should have asked for the woman's name and employee number... But at that moment it really didn't cross my mind.

Flash forward to my next bill. My bill increased by $30. I was paying for all 3 phones. I called T-mobile and explained the situation to them. They said that there was no record of the phone call I had or who I had it with. So of course, I'm pissed. I told them that I have no reason to make this up. I told them that my husband heard the entire conversation and can confirm what I was saying. They told me that the notes on my contact with them ended with the customer service representative. I asked them for his name because he could tell them who he connected me to. They said that they can't give out employee names. I asked them to listen to the conversation since all of their calls are recorded. They said they couldn't do that either. I told them that I wanted to end my service.

Eventually I was connected to another "supervisor." She told me that if I ended my service I would end up spending a lump sum of about $1,300 to pay off the phones and my last bill... That ridiculous, I can't afford that. So, she told me that I would not have to pay for the J7 anymore. That my bill would just be for the 2 S7's at regular price. I asked her if she wanted me to send the J7 in. The phone itself is in fine condition besides the tech. errors. She said that that would not be necessary. I asked her if she was sure because that's the same thing I was told before and she said yes. I asked her for her name and ID number and she gave it to me. She told me that she would be opening an "investigation into," the issue.

I called multiple times for updates into the case and nothing ever came of it. It seemed like people either thought I was making it up or didn't care much because I couldn't PROVE that I wasn't. So I gave up and settled into paying my $189.95 per month bill. Flash forward to today. I received a text message saying that my next bill would be $399.89! I called T-mobile and asked why? They told me because I had to pay the balance for the rest of the J7. This person had basically the same story. There's no proof that anyone offered you this deal, blah blah blah...

So here's my thing. If I had not talked to anyone about this deal A. How did I get the phone? There is no record of me calling and just ordering a new phone... So how? B. Why has there been so many fluctuations in my bill in such a short period of time? Shouldn't that be a clear indication that people having been trying to fix something? C. Why won't they listen to the calls and why is there such a gap in the documentation about my calls? So now my bill has increased yet again. The woman I talked to took the lump sum off of my bill and instead I will be paying for the J7 monthly until it is paid off and I am stuck with a company that I hate. I should have stuck with Sprint.

After several calls from then until now the end of April 2017 this issue has still not been resolved with empty promises of credits to my account which have never been received!!! To anyone thinking of going with T-Mobile in the future do not believe a word they say about their unlimited plans and what they promise!!! THE ABSOLUTE WORST CUSTOMER SERVICE EXPERIENCE I HAVE EVER HAD!!! Horrible customer service.

They are suggesting that I go back to T-Mobile retail store but T-Mobile store told me they cannot do anything, all promotions are submitted online. I am now stuck with T-Mobile as it is more than 30 days. Please do not fall for this scam, there is no free iPhone 7. T-Mobile is using this to lure unsuspecting customers to sign up with the service and then deny it. I hope new customers who are planing of switching should read this and make sure they give you credit right when you are signing up.

When the bill comes, I called 611. They removed the JUMP program, they told me no more NYC employee discount due to the plan is a promotion and I have to pay 20 dollars a month for 24 months for the tablet line, while I never asked for open up a line. I could either cancel that line or pay the tablet, so this is not FREE at all. I feel like I am a fool listening to a liar that never explain what I have to pay. I am so disappointed to the customer service at that store and now I could either cancel that line and pay for the tablet, or keep that for 2 years. No return is allowed, this is totally a scam. No one that I called in T-Mobile could really help me. The way that sales rep selling the product is totally unacceptable.

On top of that, my iPhone gets only 4G cell service no matter where I am in the network. Every technician has given me a different story: "the iPhone 5 is no longer supported by their technology," "T-Mobile will send someone out to fix the tower," but months later still the data does not work. My usage shows that I have no data. Switching ASAP to Sprint.

Then I got charged 217.88 last March for a regular bill of 140.00. When I called they could not give me a straight answer other than it was going to be taken care the following month. Well, guest what? It is not, when you call the 800 number they tell you to go to the store and then when you go there they wash their hands and said that they can't do anything. That is one way to give consumers a really BAD service. ABSOLUTELY THE WORST EXPERIENCE EVER!!!

I spent over an hour speaking to various agents and supervisors with nothing but a runaround & a "there's nothing we can do for you". Really?? A billion dollar company cannot do anything for me?? They continue to sell & replace these phones with the same defective model with no offer of a free upgrade for this not once but 2nd inconvenience. Now here I am 3 days, no phone, no nothing. Instead of offering an overnight shipment to receive the phone faster I'm just stuck without a phone because T-Mobile a billion dollar company can't do anything for me... Horrible company. They should be aware of this Lawsuit against LG & realize that this is a very huge issue & adjust their so called policy on taking care of their customers.

One morning I wake up and my service it was suspended. I called and wanted to know what is going on. Financial department acted like they don't know what is going on and to me looked like they were lazy and did not read notes about the lease agreement. Back and forward with them they eventually figure out what it was about and hold my account. Person told me that process it takes 24-48 hours. I checked my phone 24-48 hours and no changes on the amount. I called again and I talk to financial and customer care department and again talking to them about the same issue and it looks like they don't read previous notes or previous agents don't noted the account. I had to explain myself about the same issues again until another agent pick up and then figure what is going on and they telling me I have to pay part of my bill, what I found out later am end I did not have to pay that it supposed to go towards my installment. But I did paid that.

They told me is still on hold and process it will take 48 hours. Already past long time but fine I had a patience with them and I waited again. They told me they received the lease agreement signature... But each time I called they stated is in process or they don't have it or I was late... I was going through stress, emotional and more asthma affected me. I could not get more upset with poor services even with supervisors. I had enough with them after they suspended my service again. I called and 4 people I was speaking with acted that they don't see any notes and that it was late and that I am responsible to set up payment arrangement. I finished very upset again and again I had a asthma.

I walked in by the T-Mobile store and explained to nice man about my issue. He was professional and contact customer care and that person he spoke with told him what they never told me that there is a error with that signature and they will hold me for another 15 days and that I don't have to pay anything and wait for the agreement to be issued. I stated fine. After I felt little better but I still had stress. I wanted to say that even going through all of the stress, there is one person that it will make your day better and will understand you what are you going through. T-Mobile it was great customer service before but now I am very unhappy that they don't read their notes or don't pay attention and don't care about their customer.

Now I just learned that T-Mobile turned my account over to a collection agency for $43.00. I called T-Mobile to find out why they did that. The account representative (in India) said that there was a note on my account showing that I called them on October 7th to terminate the account. No way that happened. My T-Mobile sim card was gone, and I was in an area with no phone service for the first 3 weeks of October. I asked him to check my phone records to verify that I didn't use the phone. Of course, he wouldn't. He just kept telling me that I had to talk to the collection agency. I don't mind paying a bill I owe, but I'm not paying for service I didn't have and had told T-Mobile I was ending it on September 27. Now this collection is on my credit report. It is just wrong.

After I move them to a business account I got my last bills for these line $1159.88 for less than a month and the most I use to get before that around $500. One line by itself got charge over $800 and all of them had voice charge and according to their plan that they can’t their explanation that the plan sometime it works and sometimes is not (how everyone knows). You will when you get the bills and they can’t explain to me how and why the other lines they didn’t get the same overcharge and they are at the same location. The worse is trying to talk to them without transfer you to another department. At the end you lose. It's either pay the bills or it will be under collection, and when I told them I will take my business somewhere else they don’t care other than saying, "Sorry to hear that."

Since beginning our account with T-Mobile and moving our phone lines over we were promised a few different things, most of which can be heard in conversations over the phone with countless business care reps, as well as emails and messages with the above for mentioned assigned reps. We have 17 lines. UNLOCKED IPHONES (6 of them to begin with). $12 insurance on those iphones and an upgrade on them every year. 3 tablets that were supposed to be reimbursed. $1 payout on the Samsung 1 phones we ordered (3 of them). The rep Ronny knew the importance of the unlocked phones as we travel abroad and have reps (which include myself) abroad that we got phones for with active lines.

I have spoken to 3 supervisors thus far Megan (for about 2.5 hours on Friday April 14th), Beth (1.5 hours. The line disconnected and she never called - back April 19), Rebecca (April 19 - 9pm) who hung up on me. Told each one my story, Megan actually helped a little bit but then never got back with the follow up on the unlock which was supposed to be April 19th. The list goes on of reps promising a callback from managers that never come in. 4.20 (7:30 am, then again, 30 minutes later). Sent a message through Facebook at 10:40 am on April 20th. Told me he was looking over my account, then gave me the same steps that didn't work 3 months ago. Waited for them for hours to respond to each question or comment.

In January of this year I left the country for business and took the iPhone with me. This is when I discovered it wasn't unlocked. I was out of the country for 2 months before coming back. When I came back and gave Ronny and Kevin, who came to the office, 2 of the phones that need to be international immediately, they promised it will be ready within 2-3 days (this took place on March 29th) and I got the phones back April 18th and they still aren't unlocked.

I was sent back the phones after CHASING the reps for days and being promised it will be returned on April 14th, I have proof of this in a text message saying that the phones have been unlocked, they didn't answer my calls or messages when I tried to understand why they didn't drop off the phones as promised. For over 3 months, I have been promised the phones would be unlocked, then they tell me about a remorse period which was NOT, spoken about when I bought the phones, was NOT spoken about when I asked multiple times for them to be unlocked.

So my service was deactivated & when I went to the store to return the phone they told me that it was damaged & I owed them over $500.00!! So I took the phone, went home, called customer service & told them that there is nothing wrong with this phone. I had a life-proof case on it the whole time that I owned it plus I've been paying insurance every month. So if there is something wrong with the phone why am I being charged? So she told me in order for the phone to be covered by the insurance I have to reactivate my service with a re-activation fee then pay a $75.00 deductible then I would be stuck with paying the $150.00 bill because my lease was up & I didn't upgrade. So long story short T-Mobile is nothing but a rip-off scam company.

It even notes it online on my account that the transaction and the payments and everything for the Samsung 6 are completed and resolved. I've even received two months when it first started as far credit towards because I told them that I was only going to pay my bill for my service and for my Samsung 7 and that every month that didn't get it correct I was going to deduct the payment for the six and the taxes for the 6 because I'm not going to pay for phone that I no longer have which I use my insurance to replace. And it's not my fault that however it was supposed to be handled was not handled correctly.

And I should have already paid off my Samsung 7 by now. But because they have not corrected this in their system and I'm tired of calling in on it they have been splitting my payment, putting money towards a phone that I do not already that I do no longer have. And I'm so tired of calling them and repeating this issue over and over and over again and being told that it's being handled, being told it's resolved and obviously it hasn't. They even used without permission my payment method and where I made a payment for as I said my Samsung 7 and my cell phone plan for that month because I had an outstanding balance from all those months that I was told back in September that the situation was resolved.

I was even told that I was going to get a phone call from the Essex Maryland store that from the manager you know basically to apologize for the inconvenience that they caused me, a phone call that I never got and a situation. This still has not been resolved because they're still trying to charge me for a phone that I do not have. I have been with T-Mobile since they were voice stream which was when they first started. So I've been a customer since 2001 and being with them so long you would think that a loyal customer as I have been considering their cell phone coverage is actually horrible. I have thought many times about dropping them and one of the reasons that I remained a loyal customer is because I used to feel that their customer service was actually better than what I had heard horror stories from Friends with regards to their cell phone playing carriers with what they had to go through.

But I also aside from poor cell phone service coverage in less populated areas of US I never had a problem or issue with regards to needing their Assistance or service with something. And the fact that it's been almost a year and I'm exhausted from months and months of being told the situation has been resolved and then I get my bill and it hasn't. I'm done with getting the runaround competence and being reassured by salaried managers that it's been corrected and to not worry. Next bill I receive will have adjustments and I'll be credited this and I'll be caught up all night and I'll be refunded for late fees and blah blah blah because I have exhausted and resorted to every venue that I possibly can to try to correct this on my own.

And it's not like I can get on the other side of the phone and make these people actually do their job and follow the situation through until it actually is taken care of. And I'm done dealing with it because all it does is annoy and frustrate me. And it's been a year and every time I call I get a different story. I get a different way to resolve it. I get it different everything and I'm just done. I've even tried going into the store where the initial error must have been made, the store that purchased and jump from the Samsung 6 to the 7. And because this was the store that I was told that the manager was going to be calling me and speaking to me and he never did. And after I waited over an hr to speak with someone in order to get this corrected I was told that there wasn't anything at the store could do which funny because I was told by a customer service rep that it had to be resolved at the store.

And then I'm told by the stores that has to be resolved customer service. So as I said in confidence and lack of knowledge as far as employees knowing the correct way to address a situation that a customer has and resolve it because someone is not taking responsibility for a mistake that they made for whatever reason and they're trying to make me pay for it and I'm not going to. So the store tells me that when I ask to speak to a manager. How conveniently no one was able to assist me and that again I had to address too. So with customer service on the phone and obviously since I had already spoken with them months and months numerous times and I just am not going through this anymore and I would have liked to have written an email to the powers-that-be at T-Mobile. But it's funny how the only way that you can address them is by a phone or a text and obviously I'm getting nowhere on the phone except screwed.

So a few months after I had upgraded to that Samsung 7s someone stolen my Samsung 7s at a gas station when I stopped to get gas in New Jersey. And my phone was charging on my dashboard and I went into the store to get something and the guy I was pumping my gas. And when I come out next thing you know my phone's gone. And to avoid anymore incompetence as far as from the Essex Maryland store and their incompetent employees and manager not knowing how to do their job correctly since I was still dealing with the stress from my Samsung 6, when someone stole my 1st Samsung 7s a few months later and as I needed to get a new cell phone asap I decided to go to the White Marsh store in Maryland.

And when I explain to that manager my issue with the Essex store they also stated that it was an issue that had to be corrected through customer service regardless of where the pair was made. It's something that has to be done within their system and only customer service on the phone is able to handle it. But I still didn't want to deal with the incompetence of it Maryland of the Essex Maryland store anymore so I purchased my used my jump Insurance again. Paid $175. Didn't have the phone to turn in because obviously someone stole it which is what I did when I jump to the Samsung Galaxy 7 the first time I didn't have a phone. I paid $175 and I also even paid money towards the phone and I even took pay money towards my cell phone bill and it was a cash transaction and that should have been it.

I purchased my phone and I was out the door. And then I get a bill and that's when and ever since I've been dealing with the situation. And now that the Samsung 8 is coming out and I would like to jump and upgrade to that phone, I'm actually thinking about switching carriers because not only have they been charging me in late fees I should already have had my Samsung 7 paid off by now. But because I'm not making complete payments and now I refuse to because they decided to take it on their own after I paid.

As I stated I was only paying for my Samsung 7 and my service for that long so I deducted the other ridiculous charges for the Samsung 6 and I've only been paying anywhere from 140 $107 a month. And I made that payment and T-Mobile took it upon himself to take out over $206 which is what they were trying I guess to say that I owed because I was going several months without paying my bill in full and I was trying to make a point. And obviously considering on their website it says that my Samsung 6 has been resolved does not make any sense to me why they're still trying to charge me for it especially considering I don't have it. So FYI I'm sure that T-Mobile isn't alone in the fact that they do not train people properly with all of these situations on how to handle certain things.

But considering they are supposed to leave a note whenever someone calls and they even say there's a chance that the call will be recorded, it would be nice if they were recorded and that the recordings were actually used for something. But apparently not and I'm tired of getting restored with empty lies and I'm even told I've been told numerous times I'm going to have to get someone to call back. Well guess what they never do and it's agitating me. It's making me an agitated person. It's making me really short tempered when it comes to dealing with this because it makes no sense why it's taking them so long to resolve it. And it's funny how they handle all of their problems by a phone.

And it makes you wonder because you can't hold someone to their verbal word but it would be nice if you could actually write an email and then you can have an actual document. But it's funny how T-Mobile avoids that by not allowing anyone to address their customer service with an email because then they would have written proof of the incompetence of their employees when it comes to handling a situation that a customer has. Suck on that T-Mobile because not only do you have crappy coverage in areas where it's not a metropolitan City but you make excuses.

Because it's funny how you called them because your GPS signal on your phone so you really don't know where you are and they try to sell you that they can't assist you until you give them an exact location of where you are. Well if your data plan isn't working T-Mobile and you're lost on the road somewhere because your service is crappy tell me how someone is supposed to know or not Highway at 12 o'clock at night by themselves exactly where they are at considering they actually want a city and a zip code and they tell you they can assist you until they get that. Well if I had that I have service and I wouldn't be calling. So common sense, your customer service reps are idiots and they're incompetent and they apparently are not trained.

And how they do their job correctly because I've been told numerous times by many salaried supervisors that they are going to stay on my case until it's resolved and I'm called and I'm told it's resolved and then guess what the next month that ** still showing up on my bill. So since you didn't want to help me and you can't understand the frustration of dealing with this for so long and every month I hope you enjoyed my business for very long time 2001 - 2017. To shame that you didn't care about the fact that you had a loyal customer even someone who was willing to past the shoddy coverage, cell phone coverage that they had ironically through using a T-Mobile HotSpot that I had to buy separately. Funny how I can get a service using night but I couldn't get the service just using my phone.

And also what they don't acknowledge is that yes T-Mobile has unlimited data, unlimited text and unlimited phone but obviously it's not unlimited data because T-Mobile does put a limit on it. And when you apparently go over that limit how conveniently they shut your data plan down. And unless you find a Wi-Fi or a signal that is in through them you can't do anything with your data plan. And they even send you a message of funny how you have unlimited data but then they send you a message asking you to increase your data. Well if you have unlimited data what are you increasing it to. It should be Unlimited so you know cell phone companies seem to be just scam artist because they pull people in with their Promises of this and Promises of that. And obviously you know they knew the people don't look at fine print or whatever they put in after it.

But my entire situation with them is that no one seemed to be able to, honestly well I should say it was corrected for two months because I was given a credit when I wasn't mean. I didn't make the payment so they are giving me the credit and I was Apologize by numerous supervisors. And but you know words mean nothing. It's all about your actions. And considering it's now been almost a year that I lost my Samsung 6 and purchase my 7 and you've been charging me late fees you took it upon yourself to take money out of my account when you didn't have authorization I'm done.

So maybe instead of trying to get new customers you are also try to keep the ones that you have. Because they're the ones that people ask Will how is your service, House customer service, house this house that people do and they are influenced by what other people say. So remember that when the next me comes along because loyalty is some earned and mobile does not deserve my loyalty as a customer by TMobile. Buyer beware of incompetence and empty words. Get it in writing. Thank you for your time.

Today, five months later, I finally get the credit card to pay off my prior carrier's fees and it's for the wrong amount. T-Mobile tells me I have to give them the IMEI numbers for the phones sent to them in November 2016. Which I don't have. Ok, so the great Customer Services reps who never disappoint, promise to do the right thing and follow up with the warehouse. STAY AWAY!!! It is a game of bait and switch... either that or a severe case of incompetence... At the end of the day, I switched to save money. This month I will finally see that. But I honestly have no idea if I wound up getting what I'm owed. I just want this to be over. It is the most frustrating experience I have ever had with any vendor I've ever dealt with.

That time has come and I went in the store again and had another disappointment. I was told that I'd have to pay 550 for a iPhone 7+. I've paid most of my bills on time, missed it one time due to starting college and not having being paid in time. I decided to look elsewhere and got the phone with Sprint for 200. I thought already being a customer would exclude me from paying an arm and a leg for a new phone but I was clearly wrong.

I can see over the internet, hundreds of JOD users complaining about the same thing and for some users, T-Mobile is crediting back the $130 on the user's account, so I asked for the same deal and they still say they can't do it. All that I want is to upgrade my phone, the same way I was promised and did few times, using the JUMP! On Demand program. I am really sick of this scams T-Mobile is running like the free phone, and I got it. It happens it wasn't free and T-Mobile says that the problem is that the store that "gave" me the phone didn't check my account was not eligible. So, why offer me in the first place?

I thought this was strange since I technically shouldn't be using any data if streaming only but I did it. Since I had an old Apple TV I jockey it up and it worked... Sort of. I specifically isolated the TV from everything else and ran it for a month. I used 154gb of streaming data and used up all 22gb of "other" data in 29 days. I called back and was told that hotspots were not supported for the unlimited streaming plan and I needed to use a phone, a tablet or a laptop for it to work. Now pay attention cause it gets interesting here. PHONES AND TABLETS HAVE SOMETHING IN COMMON: The sim is plugged directly into the device. I am unaware of any laptop that can accept a SIM card. When I pointed this out to tech support they agreed that the unlimited streaming data plan would NOT work in laptops either.

I filed 2 separate complaints with Tech support and opened tickets both times. Both times I was told someone would be contacting me within 3 days but both times I never received a follow up. In March I switched to an Amazon fire stick to see if I could get through the entire month with my so called "unlimited streaming data" plan and got thru March 15th before the 22GB was used up and the service throttled back to 1x. When I tried to cancel the plan, the real fun began. On March 16 after losing service again I called to cancel the plan. I was told it was canceled, I would receive a month of service refunded and because they sold me a hotspot that was incompatible with the plan I could return the hotspot.

On April 5th I got a new bill auto debited to my account. I called and was told that the cancellation was noted but never placed. The customer service representative I spoke with told me that she would take care of everything immediately and proceeded to explain that since the 15 day buyer's remorse had expired I would be billed for the hotspot.

I tried to explain that I was already told I didn't have to pay for it. She said, "You are not paying for it." I said, "I know but when you cancel the service you just said you were going to charge me for it." She said, "That's correct." I said, "But when I cancelled the service the first time I was told I could return it with no charge because they shouldn't have sold it to me in the first place." She said, "That's correct you are not paying for it." I said, "Ok good so cancel the service and send me a shipping label to return the hotspot." She said, "No we will bill you for it after the service is cancelled." I said, "Didn't you just say I don't have to pay for it." She said, "That's correct, you are not paying for it until you cancel the service." I said, "That's what you are doing right now. So if I understand you I don't pay for it at 9 am but at 9:05 once you cancel the service I'll have to pay the full amount?" She said, "That's correct."

At that point I asked her if she could spell doublespeak and requested to speak to a supervisor. The supervisor Brian (who refused to give his last name) was even worse. Doublespeak, vague, obtuse. When I asked to speak to his superior he said that was not possible. Basically, he said I would be billed for the hotspot, for the month I got only 15 days of service and also for the new month because it showed 1gb of usage while it was unplugged, turned off and in the box!

Here is what I came away with: Customer service is hit or miss. In Philippines or US with no reason. Customer service is untrained and unfamiliar with the plans and their parameters. Supervisors are equally untrained but with a small amount of power and a bad attitude. T-Mobile slapped these plans together without the ability to monitor them. They lack the infrastructure to run these plans. To be more specific that cannot tell if the data is streaming data, uploads or browsing. That's why they can only run the unlimited streaming through an end user's device that can tell them what type of data is being used such as a phone. So, if they tell you it will work with a laptop they are wrong. It will be a repeat of my experience.

If you are considering this plan get it in a phone or tablet with a hotspot feature and screen mirror it to your tv. Or watch tv on your phone or tablet only. But my advice is stay away from T-Mobile because they just don't care about their customers. I have been a Sprint multi-plan user for 30 years. When I have a problem they fix it. T-Mobile seems to view themselves as a discount service provider and the corporate culture seems to mirror that mentality. Their cut rate service plans leads to cut rate customer service and a "you ain't paying for my time or my interest in your problems attitude".

In closing, if you are budget conscious a 6GB plan with unlimited streaming is ok on a phone or tablet if you don't expect anything that resembles customer service or tech support. But plans are dropping every day and unlimited plans is making a comeback. I'm not sure why T-Mobile even bothers with the streaming data only feature since streaming is data intensive. If they charged a little more and opened it up to just plain unlimited, the customers would be happier and they wouldn't have the issues they have now.

We left off with that supervisor give me a call today 4-12-17 at 5pm to resolve the issue and complete my request, which was to simply purchase an iPad 32 gig for my wife. This is probably one of the most frustrating experiences I've ever had trying to purchase something. And I have never been lied to and hung up on by the same company in one day. This is why I gave such a low rating. I hope to never go through that again.

Then I called T-Mobile to make sure there would not be any fees collected since I was told that if I ended service before 10 days' grace period I would not be charged. So Customer service assured me over the phone I owed nothing and would not be charged a penny. That was not really the case!!! A $120 was deducted from my account and I had to call T-Mobile again asking why I was being charged, and they told me that it was a mistake and the $120 would be refunded to my account in 48 hrs. It never happened.

So I called again and was told it would take a month because they needed to end the billing cycle which actually no longer existed because I no longer had T-Mobile as my service provider. Then I waited and called again. Then I received a $7 bill!!! And called T-Mobile once again curious why I was being charged. They said sorry and told I would not be charged the $7 and that $120 would soon be refunded to my account. Today I called T-Mobile again to ask why the money never appeared in my account and they told me they will not refund me the money period. I would like to warn everyone to be really careful when you choose your service provider such this company because you also could be stolen just like I was. I will never ever consider T-Mobile as service provider again for as long as I live! They have terrible phone/data coverage and apparently bad faith practice!

At this point I am very unhappy. 5 CSRs. An hour and a half. I ask to speak to a manager. 15 mins. on hold. They say they will have a manager call me back. Which they did. But while explaining my situation, the manager hangs up on me. Worst customer service I have ever experienced. Ever. Their promotions are bogus. You don't get what they say you are getting. And then when you call, you get nothing. Maybe in the end you save a couple dollars. Maybe. I've not yet experienced that. But you also get what you pay for. Do not switch to T-Mobile. Stick with any other carrier, these guys suck. (Sorry for any typos and all grammatical errors - I am a little upset at the moment.)

I had to change my plan several times because it was outrageous what I was paying. I went the minimum and I was out of data etc less than halfway thru the month, it's diabolical! Went down cheaper only to be hit with a $31 fee which they told me was a charge to change my plan. (Really?) They say now that I'm leasing 3 devices & paying installments because I wasn't on a 24 month plan. That is a complete lie. They say it's because I didn't put down a payment. Is that their "no contract" deal because I'd rather have a contract & be paying for the devices than that! I was told last month that in July, 3 months from now my devices would be paid off. I asked her "this year right, not next." "No this year! Yes," she repeated. Now I'm livid. I can't believe anything they tell me. They are boldfaced liars! Disgusted with them!

I have called approximately a dozen times to resolve the case. They promise to "escalate" and fix the problem because it was an error on their end. They promise to "call" back with a resolution to reverse the charges. No one has fixed the problem nor called me back. I gave them a call again and they tell me the same thing again - "we will escalate the case and someone will call me back". They promise to "escalate" the case every time I call. In addition I am being charged "extra talk" fees per minutes when my lines are supposed to be unlimited talk. They still have not resolved this problem. Any help is appreciated. Thank you.

Oh and my phone costs $200, my boyfriend's costs $200 and our plan is $100 a month. In my opinion with that much money being thrown to T-Mobile they should be WAY more helpful but apparently money is no issue for T-Mobile and I am seriously considering switching carriers and taking everyone with me. Their customer service in person and on the phone is awful, no one cares to actually fix your issues. I've never had any issue with Verizon. They did everything they could to help me and always did. I have nothing but horrible experiences with T-Mobile. It's uncalled for and unacceptable.

This not the only time T-Mobile has promised a plan and has not delivered. They claim 4G service in the same areas as Verizon which is also untrue. Majority of the time my phone is on 2G. Due to this grand error I will seek legal representation because all of my conversations were recorded and representatives were notified as such due to inconsistent information provided by multiple representatives and supervisors. STAY AWAY!! You GET what you pay for.

Later, we called T-mobile support to unlock the phone, and were given a different story - we needed to pay off the phone. Not a problem, as I said, we were prepared to buy the phone outright from another vendor; and T-mobile gives you absolutely no discount - you pay full retail price. So, we paid off the phone and were told to wait 24-48 hours for an e-mail with instructions to unlock the phone. After more than 48 hours later, we received a message saying that the phone could not be unlocked. We were lied to twice - in the store, and later by customer service. We wanted to return the phone for a full refund, and were told that we could not get a full refund. Bottom line: Assume everyone at T-mobile is lying. Do not give them your business. All we can do is get whatever refund is available and switch providers.

First, **. How many times did I call to ONLY be notified about this now? They tell me they received my iPhone 6 back in November and I already called three times? Are you kidding? And none of their representatives knew about this and all were clueless. They led me to think that my iPhone 6 was still on its way there and that I would be credited once they received my iPhone. I checked my email and I am very quick with my email and there were no emails sent out on dates they told me emails were sent out. I get monthly email notifications from you guys, but the 2 emails that were suppose to tell me about my cracked iPhone were missing. How ironic. How unfortunate. What a coincidence.

It's frustrating as a loyal customer that I was never notified about this when I called and was told that I needed to wait and get my account adjusted. CLEARLY none of the representatives took their time and researched on the whereabouts of my iPhone. I was told there was a labeling wrong and that's why all the representatives couldn't see the status of my iPhone. And this is the best... there were no email notifications at all, no emails from the dates that T-Mobile said they sent me an email notification. No SMS notification about the crack. Nothing.

How funny is it that I receive emails from T-Mobile all the time, but not on the iPhone trade off? I didn't even receive 1 out of 2. I know myself and I definitely know I check all my emails promptly. I mean, if you guys got a SMS telling you about your iPhone 6 (which you have been waiting to hear back), wouldn't you think you would remember? Wouldn't at least 1 out of the 3 notifications would have gotten to you?

They couldn't even accommodate and give me more credit back. It's an iPhone 6 that you guys took away from your own customers. I wouldn't be as mad if I didn't try to reach out to them. It's already April 2017 and the trade off was back in Oct/Sept 2016. It's ridiculous that it took this long for me to just receive the bad news.

So in ending, T-Mobile is scamming all of us. DO NOT TRADE IN YOUR IPHONE. DO NOT DO IT. They will take your iPhone, lie and said it was already damaged and not return your phone. THEN you will basically lose your iPhone AND have to pay for the full EIP. What a beautiful scam. And when you call and ask for proof, they basically tell you they can't because of "privacy".

It is clearly better to take your business elsewhere. I never write reviews, but I am so shocked because I feel so betrayed by T-Mobile. If you ask anyone, I recommend T-Mobile to all my friends and family members and to have this happen is so disappointing. You guys can google online about how many cases are similar to mine. Don't go to T-Mobile. They are scamming their own customers.

COVERAGE MAP showed should have coverage. Every time I had to call customer service had to talk to 3 different people mail and multiple phone calls. Their switch program sounds good till you have to call on status. After 45 days went back knowledge to Verizon. Now we still have to pay for 2 tablets, 1 smartphone and 2 basic phones. I call them to set up payment arrangements. Thought everything was good then start getting demand letters "pay in full or it goes to collections." Call to make a payment as agreed, discuss and ask about the demand letters. "Oh it will still go to collections even with a payment agreement because we have to secure the account." They are the UN carrier, UN customer service.

I noticed my phone only worked at home or work. It started to be a problem. I went back in the store last week, talked to another gentlemen about the error I was receiving. He informed me that I was never given internet service on my the ZTE. I only was given internet on the new line. I had wifi so that's why it worked at work and at home, but not in my smart car. The gentlemen informed me that he fixed the problem with the internet. He added internet to the ZTE. This happened last Wed. My grandmother died and I went to my family's house and because it was in a remote area I couldn't use my service (internet) so I called the 611 number and spoke to a lady while leaving the grave site. She did some kind of troubleshoot, THAT WAS FRIDAY.

Last night I used my phone for a couple hours put it on charge and went to sleep. I awoke this morning and the ZTE will not even come on period. So I made it to work and call the 611 again and informed the customer service rep that the phone would not power up at all. The customer rep asked a few questions and decided to send me another phone overnight and he said it should arrive at the store by the end of day tomorrow. I am WITHOUT A PHONE UNTIL THEN. TERRIBLE SERVICE I FEEL I HAVE RECEIVED FROM T-MOBILE.

Coming to this T-Mobile One (Taxes Included) Plan - they say that we save money by moving this plan - But that is all TRASH. They cut down all the offers that are already there previously (on T-Mobile One Taxes Excluded) and finally you see that next month's bill - You will faint. So please be aware of this fact, compare your previous 3-4 bills (that were on the previous plan) before moving to T-Mobile One (TI) plan. You yourself will know the difference and pain.

When it comes to the customer service - either on the phone (when you dial 611) or when you visit a store - it's a BIG PAIN. They promise you something and in reality it's totally contrasting. Also when you make any account changes, 1st thing that you are going to lose is the Data on the phone. These guys are so careless to even see that they activate the data plan on your new service that you have opted for. Every time (almost 6-8 times) I have made account changes, I have lost my data while in the middle of the road. Had to call 611 and they simply say "We apologize for the inconvenience" and simply move on... I have to make 6-8 calls (each 30-45 minutes) to explain the changes that had happened.

I went to a T-Mobile store on Feb 11 2017. I have received a Text msg regarding a free Samsung tablet. I spoke to STEPHEN ** (CSR) and he wanted me to move on to T-Mobile One (Taxes Included) Plan. Towards the end of the conversation, he said I would receive the March Bill for $177.78 (which is $2 less than the Feb 2017 bill). In reality when I have seen the March Bill - it came up to $246.74. When I tried to call the store and speak to the store manager, she wants me to come into the store for resolving the issue and cannot do it over the phone.

On Sunday, March 19th 2017 after 14 months of not taking advantage of my JUMP! On Demand feature, I finally decided to upgrade my new phone. I was pretty excited about the LG V20 and was looking forward to getting the phone as soon as possible because of a trip I have planned later this week. I considered venturing into the nearest store but because I'm handicapped and without a vehicle, traveling to a store entails a special bus that has to come taxi me around and the time slots available usually leave me waiting for quite some time.

I called in to the sales department around 6:00 pm pacific time and was able to complete my order for the V20 in about an hour. If you were to pull the call and listen to it, I explicitly asked for overnight shipping multiple times. She said that shipping would cost 24.99, which I agreed with and asked her to proceed. When it got time to pay the charge came to only 6.99, and she told me that overnight shipping must have been free. I pulled up the email to sign the documents and looked through them quickly, where I saw the charge for 6.99 shipping. I glanced around and couldn't find any information on the shipping other than the cost; there were no details about the logistics of the package.

About 20 minutes after the call was over, I called back to make sure that insurance had been added to the phone, and I also wanted to double check that things had been done properly. They hadn't. UPS ground had been chosen for my order on accident so I asked for it to be fixed. They told me it couldn't be fixed and that there was nothing they could do. The only way I'd be able to get a phone sooner than that would be to go into a store, where they would be able to remedy the situation. I spoke with a supervisor who said the same thing, and eventually got frustrated with me, put me on hold, and cold transferred me somewhere else.

The next gentleman was trying to be helpful, but he also said that there was nothing he could do. He did tell me that if I went into the store that they'd be able to fix things. He was nice enough to credit me 10 dollars after spending 2 hours on the phone but that did little to resolve my issue. The next day I called the store near me to see if they had the phone in stock and if they could, in fact, fix my issue. They said that they would be able to fix things so I reluctantly called up the local Tri-Met handicapped bus service and scheduled a pickup. I also had to setup a return trip, the soonest was 1 hours after the drop off.

When I got to the store and started to explain the issue, I was cut off before I could even finish my story. The manager told me that she already knew that there was nothing she could do to get me a phone today. I asked if she'd please try, that they'd told me if I came into a store I'd be able to get my phone today and simply refuse delivery of the one that would show up 7 or 8 days from now. Customer service had told me that if there was an issue, the store would be able to call them and resolve things. She did eventually call care, and they agreed with her in that there was nothing they would be able to do for me.

I decided to call back into care because I know that there are exceptions for everything and that if someone with authority really wanted to, they'd be able to fix this. The first person I spoke with agreed that there should be a way to fix this and to give him just a second to try and figure things out. He then cold transferred me again while I was on hold. The final two people were kind, and both seemed like they genuinely wanted to help. The last woman I spoke with seemed to try and find a resolution, but it seemed like her supervisors weren't really giving her any options.

Later that night while speaking with T-Mobile through their Facebook page, I received a call from their executive response team. The gentleman was kind and helpful, promising to personally have a device sent to me with overnight shipping, and that it would be taken care of early in the morning on March 21st. I was told that because of the special circumstances, I was to be credited 20 dollars and that I would need to grab a UPS label to send back my Note 5. I was to receive an email with the order information and tracking number sometime in the morning. As of 7:15 PM PST I have not received an email. I asked T-Mobile's through Facebook and Twitter if they'd be able to help me out, and there were no orders or notes created regarding the conversation I had with the gentleman on the phone.

With all of the issues going on, I should have written down the extension he was calling from and his name. After our conversation I felt content about the resolution and really believed everything would be resolved. While talking with T-Mobile about the phantom tracking number, I was browsing the website, looking to pick up some Beats and protection for my phone. I noticed that the LG V20 went on sale and was about 300 dollars off. I have obviously not received my phone at this point and wanted to take advantage of the sale.

I found out that I would need to essentially refuse the shipment, wait until it was received back at the warehouse, and then Reorder (if it was still on sale) so that I could be charged the sale amount. This is absolutely ridiculous and I am EXTREMELY frustrated. I know that my account isn't a big name account with a large MRC, but I'm still a customer - one that was an advocate for T-Mobile up until this point. I'm at a loss for what to do now, none of this makes any sense.

I am going to back to Europe in the summer, and was planning to keep T-Mobile through that trip, but it was literally like walking around with an iPhone Touch because of how poor their service was. I decided to switch back to a different carrier exactly 2 months after starting coverage with T-Mobile. They were supposed to be the "uncarrier". No fees for cancellation. I placed my order on 12/9/2016, received my SIM in the mail and activated service on 12/16/16. I canceled the service on 2/8/17 and they sent me a bill for the entire next month, charging me for 3 months of service, when they even discontinued online access to my account immediately at the 2 month mark. They sent me harassing letters where they threatened to contact collections agencies to get the extra month of payment.

I called them and explained that I had only been a customer and utilized services for those 2 months. They said they understood, but that because I hadn't ported my number over on 2/7/17 (1 day earlier), that a new billing cycle had been activated and must be paid for a full month. They charged me $81 for a month, where they didn't even allow me access to services. When I called, they told me that logic and rational meant nothing because their policy is to rip people off whenever possible (my words, their policy). After complaining, they told me that they could meet me halfway. They would offer a credit of $40 off of a bill of $81, that I never received services for.

I tried to explain that halfway, isn't charging for 1 month of service (or half a month of service) when you have access to an account for less than 24 hours in a billing cycle. This is a terrible company. I expressed my dismay at their poor business practices, and that my plan (originally) was to switch back to them in June for 2 months over the summer (while back in Europe). Instead, now I'll just get a European sim card when I arrive and do pay as you go over there instead. Beware of this company. It's horrible.

Several calls with the Number transfer center each one of them tells me they will escalate it and I should have my number back within 4-6 hours. It's been over 8 hours and still don't have it. First rep told me that he's escalating it, but never did apparently. 2nd rep I spoke with at 10pm last night assured me that by 4am the number would be on my wife's device. 6 AM this morning still nothing. Called back and spoke with a rep Luis who said there must have been a technical issue and resubmitted another ticket but promised me my number would be back in 4-6 hours. Definitely not holding my breath on this one as apparently all T-Mobile knows how to do is lie to customers! And make matters worse they didn't even offer me any compensation for their mistake! Shame on them!

Apparently they can't get everything to be paid at once, or accept my signal booster because it needs to be mailed. Pass the shipping bill onto customers?? What, that doesn't make sense. I am so frustrated with T-Mobile, their surprise bills, company protocols that aren't helpful to customers and the poor coverage. At this point I will discourage any of my friends, family or anyone I come across from doing business with these (surprise Germany based company) ever again.

The kiosk men gave me the sim cards necessary to adapt (I own them) my other S5 and tablet. I changed the SIM cards and voila we were in business. NOT SO! After 4-5 trips back to the Kiosk and many phone calls to T-Mobile I am using my Buyers Remorse Clause! First call was to attempt to get the new SIM card phones compliant with TMobiles systems. The technicians asked "whose phones are these"? "Mine." "No who is the provider". "Verizon"... "Oh these phones are not compatible with our system". "What!" I went back the next day to the Kiosk and they assured me that with some minor changes the phone would be a go. Yes it was. No it wasn't. We could not sent texts with pictures or receive texts with photos. The problems continued to mount.

The second call to T-Mobile a Marcia was Very and I mean Very nice welcoming me to T Mobile. She would send me a welcoming text to attach my last bill so they would take care of it! Mentioned that our old phones would get up to $250 credit towards a new phone, on and on... and to go back to the Kiosk and all would be taken care of as well as the bill...

Well on thing led to the next and I was back at the Kiosk with the old (Verizon) phone. The Kiosk finally realized that nothing they did would make the phone compatible. I said "give me another Samsung S7 and we are good to go". The price changed from $15.00 a month for 24 months to $ 24.00 a month, and the most they would give me credit for my "old phone" was $45.00!!!

At this point I was 1 day past the Buyers Remorse period and when I called TMobile they conveniently would not do anything and seemed to not have the notes on my account promising to pay my last Verizon bill. I escalated it until I was blue in the face but to no avail. The best deal would be for them to take care of the first 3 months and I would be responsible for the remaining 21 months.

"Great" I said "you Guys are good you pay the first 3 months at $15.00 and I am responsible for the next 21 months". "Uhh no sir the 21 months will be at 24.00 a month. The initial deal is off the table." So I said "TMobile is not going to honor a new client with the deal that they lured me in with. I think that is called Bait and Switch". "Well sir I am sorry you feel that way". I said "that's not the point. The point is that when I signed up the boys at the Kiosk said my old phone would be compatible but after 4+ trips back and forth to the Kiosk they threw in the towel and I get the short end of the stick". At this point I have been duped by TMobile and am in dispute of the contract. 15 days in and under dispute. Wow another indication of the Corporate mentality that is get the new customer at all costs and then when they are not looking "stick it to them"!

The T-Mobile store I got the phone and plan from told me that I could cancel the lease anytime, no obligation to purchase, and when I went in to talk to a manager about the issue, I was told they don't have managers at the T-Mobile stores. T-Mobile store at 10831 E. Foothill Blvd, Suite 102, Rancho Cucamonga, CA 91730, (909) 948-7162. They disabled my online account, so I can't even send them a 30 day notice of cancellation as they request in the phone contract.

FYI -- There is a class action suit against T-Mobile for the lease fees they still want when you return the phone to either change plans or to cancel phone service with T-Mobile. The T-Mobile Hidden Fees Class Action Lawsuit is Moshe Farhi, et al. vs. T-Mobile USA Inc., Case No. 9:16-cv-80580, in the U.S. District Court for the Southern District of Florida.

Updated on 05/09/2017: Tmobile is a wrong choice when it comes to phone carrier. Have been with Tmobile for almost three years and it's disaster especially the representative. I spoke with two rep. yesterday been 5/8/17 to pay off my phone. I was told I can't pay off. That I should wait another month. I disagree with her. After all the arguments on the phone she later told me my balance was $222.23. I gave her necessary information to process it but unfortunately she didn't do anything. Wasted 30 minutes of my time.

Second, I called again around 2am to ask for my confirmation number, the rep. ask me why do I want to unlock my phone and I was like WTH with the questions. I have the right to use any carrier. He told me to pay again. This time it was $245. I ask what happened. He said tax is $50.00. I said he should tell me what type of tax and he said he can't. That is the system that gave me $50.00 tax. I'm super angry with Tmobile right now. I think Tmobile needs to check reps that work afternoon shift. They are very very poor. I need senior accounting officer from Tmobile to solve the issue I'm having right now. I can't deal with all this unprofessional rep. any longer. I went to store to make another payment but all information given to me were all lies. I need a someone that is competent to attend to me asap.

Original Review: March 7, 2017

When we started looking into these plans T-Mobile would NOT let me keep my phone number which I have had for well over a decade, they would allow me to switch and go to the family plans as long as I would relinquish my number. Now all the carriers are coming out with these family plans for around $30 a month per line for unlimited services and I have been paying well over $100 a month for years.

I went to a competitor and they had no problem with me keeping my phone number. Of course if you have any "equipment contracts" they must be paid off before you port your phone over to another carrier which I promptly did. T-Mobile starting sending me texts about the family plan to my phone after I went into the store and they would NOT allow me to keep my number (I don't think it was coincidence). When I called T-Mobile of course THEN I'm a Platinum customer and they want me to speak AGAIN to an account representative and I politely told them there was no need as I have already done that, and they were unable to provide the customer service I required which was to keep my number. REMEMBER I was NOT under contract.

This morning I called T-Mobile to make sure that all service was cancelled and to make sure that all was paid. Well guess what one day of service is NOT prorated contract or not and they are charging me for a full month service as my phone was ported one day after (or so they said)... "So you're not going to even prorate for 1 day of service to a Platinum customer who you refused to let me keep my number and you had first shot to keep my account and who is currently not under contract"? The answer was "NO we are billing you for another cycle" which cost me well over $100.

I'm disgusted by how T-Mobile will offer NEW clients the "WORLD" but not offer existing clients the same offers they extend to new clients. So I hope this review cost T-Mobile 10 fold of the money of what I feel they stole from me. So let's get to the phones. Samsung Galaxy 4 worked just phone but kept saying error of memory full. Well phone said 92% available. Of course the T-Mobile sales guy said "outdated" "you need a new phone" which I reluctantly did (a flip phone would be fine for me) and was sold a LG4 which took me several days to get operational.

Now a while ago I had an Otter case which I dropped and broke. I went into the T-Mobile store which I got the LG4 from like 8 months prior. Of course the answer was "we don't carry that phone or accessories any more. I suggest you get a new phone as the one you have is outdated"... My response was this is a new phone. Frustrated I stopped at a repair shop in the mall... the fellow behind the counter says "call Otter" which Otter promptly replaced the case at no charge (BTW Kudos to Otter). Do you think my T-Mobile guy would have told me, no he wanted me to buy another phone. I ended my call today with T-Mobile after some 15 minutes with a 4 letter word followed by T-Mobile. No customer service, no wanting to keep existing clients.

They send me a sticker inside the box with address. I wait, no reimbursement. I call like 6 times. One of them told me "we got your phone." Another (supervisor) listen the records of conversations when the deal was made, bottom line no phone, no money, all excuses, not my fault. I move to MetroPCS and the bills still coming (not surprising). Try to cancel account I call, call volume of customers too high. Supposed to receive a call back like before when I was a customer, still waiting. I'm Portuguese, my English it's not the best but always pay my bills on time! Customer service from T-Mobile it's a mess (Droid Turbo 2, 600.00 dollars phone gone)! Don't trust them!

I was recharged for service that had already been paid. I was told the phone I was leasing had been paid off and that the phone would be unlocked by T-Mobile for use with any other company that sold service with the same smartphone. It wasn't until I threatened to contact my attorney that they finally validated the resolution by email to resolve the issue and it still hasn't been resolved. I will never use T-Mobile again and I have been with them for many years. They are very undependable and misleading. I would never recommend using T-Mobile unless you get every single communication from them in writing.

Now T-Mobile is sending a letter that claims to be a collection agency with the promise at the end of the letter to turn our service back on if we just pay it. This is even more shady than I expected. I'll take the ding to my credit and will more than happy tell the collection agency I won't pay a bill that was fabricated after I switched. I paid for all the services and paid full price for a phone that they had promised would be $200 less when we started with them. Any potential customers be forewarned. What my carrier prior to T-Mobile said was true. We didn't stay with T-Mobile and it was after prolonged horrible service!

Updated on 05/05/2017: This is the third or fourth complaint I have submitted for T-Mobile. After being lied to about the cost of their phones and being charged $200 extra for the only phone we bought from them and unreliable service for nearly a year in the middle of the third largest city in the US. I called to cancel my service, at which time as asked for the entire balance and paid it. We informed them that we were not going to have anything to do with them after that day and was assured we had paid everything in full. We started services with a new carrier that very same day. Upon doing that we weren't allowed to access their website for our account info.

Two months later they sent us a bill for more than we had ever had and I told them I would not pay it. They sent it to collections and I told them I would not pay it. Today I had 'Mr **' from the mumbled law offices who asked me how I was going to pay. When I told him I wouldn't he threatened to 'take action'. Last I checked, it is against the law for you to threaten someone with what I can only imagine might be bodily harm, what else do thugs do? When I called back the law office for nearly an hour it gave me the recording that the next available agent would be with me shortly. This is extortion and T Mobile is actively extorting people. The number who called is (832) 460-7355. Beware, they will do whatever they can to get as much money from you despite having substandard services and dishonest employees (which leads me to believe it is precisely how they have it designed). All other cellular services benefit from this...

I was told if I purchase just the sd cards for the 6 lines I want to bring over, I can do one at a time no problem whenever I wanted to switch over. No timeline. I got a 200.00 bill before the first month was up I had not even activated one line yet. This was "credited off" but a month later is still showed I owe in a fraudulent state. I was told by numerous different representatives that I would get 120.00 back to my acct for the sd cards since it was not my fault... Today, the 7th rep, 2nd manager I talked to was rude and also informed me there were no notes stating I was promised a refund and that I was not going to get one. I have requested someone higher up call me back which they stated would be 72 hours. I am not hopeful this will be taken care of and would never recommend this company to anyone.

The experience at the Natomas store was completely the opposite. We were greeted and my name was taking in order to serve customers in the order that they arrived. Jason ended up helping us with all of our needs and he was friendly, informative and very accommodating. Whenever I need to go into a T-Mobile store, I normally go into the Natomas store since we live nearby, but because I was out and wanted to go to the super Walmart and T-Mobile I went to West Sacramento ince they are both in the same shopping center. I will never patronize the West Sacramento store again and I strongly suggest no one else does either.

At the check out counter I paid $175 cash and $245 by debit card. They took the cash jammed it into the drawer and then crashed the computer. So the manager said move to this other register. Again tried to ring up the sale. After about 90 minutes I finally get the debit screen to enter my card information, all that was shown to me there was two more additional charges of $20 each "for set up" and the $245 being charged to my card.

Then he and the manager said we can't print out any details of the sale, "computer problems", I pressed the issue and finally saw some paperwork which showed the price of the Galaxy S7 I was charged was $576 instead of the advertised $360. I also noted that the down payment I made of $420 ($175 cash and $245 debit) showed up as ONLY $320. I checked my bank statement online and confirmed the $245 withdrawn so that means that somehow the salesperson pocketed about $100 from the cash.

I asked for an itemized receipt of the charges, they said "Can't print that, computer problems." I said I wasn't paying that much for a phone and told them to cancel the whole sale. The salesperson said "I'll have to charge you a restocking fee of $50 per phone." I said "I haven't even left the register, I'm not paying that either." Knowing there were problems the manager left the store prior to the sale being rung up. I asked them "call the manager." He said "No, can't do that. You'll have to come back Wednesday as she is off tomorrow". Then he said "call the customer service number".

Chapter two of a series of unfortunate events: I called the T-Mobile customer service number, the recording stated "hold time between 33 - 57 minutes press 1 and we'll call you back". Again, silly me still believing did that. I got a callback, voice automated saying "If you are ___ ____ press 1" so I did, then it said again "I __ __ is on the phone press 2" so I did, then the voice automated machine said it again, then said "You have exceeded the number of tries allowed "GOODBYE." I called customer service back again, wait time now 1 hour 12 minutes, didn't fall for the call back trick this time and waited on the phone. Finally got someone, I explained all the problems, she said the phone went up in price, I told her "you have to sell the phone at the advertised price" and that I even took a picture of the price by the phone in the store. Eventually she said I'll send you to customer loyalty to see what they can do.

Chapter Three: I get customer loyalty person on the phone explained everything all over again and when I was done, she disconnected me. Mind you I was a complete gentleman and polite the whole time. So I called customer service back again, this time waiting 1 hour 40 minutes. I think their computer finds your number when you call back and progressively adds wait time to your call to wear you down and discourage you from continuing, but since I'm a Former Marine, that didn't work. So I waited. Meanwhile I thought, thinking positively that all would turn out well, I should charge the new phones. The S7 started charging, the Galaxy J7 would not charge, as if I hadn't had a bad enough experience yet, this was added to the long list of PROBLEMS with T-MOBILE.

I finally got someone, went through all the stuff again with them. I should have recorded my long list of problems and just played it back to them like their automated machines did to me. I don't even remember the number of times I had to start over and repeat the whole long list of issues. Anyway, this lady said she was going to escalate it to higher management and she would call me back the next day. Since I didn't get off the phone with her until about 1:45 am if she meant later that same day or the next day. Either way I am worried now that the tactics being employed are just being used to expire my three day right of return and then end up with getting stuck with $100 cash stolen, about $200 overcharge and a dead phone that won't charge. If they get away with it they will have ripped me off for $539.

I'm still fighting them. It's pretty bad that a company thinks it has to behave this way to make a profit and stay in business. I can only recommend 1) Never pay cash for anything - use debit or credit card, 2) Get everything in writing prior to letting anything get rung up and 3) STAY as far away from T-Mobile as you can especially Store # 1672 in Greensboro, NC.

More recently, I discovered more incorrect information I was given when I signed up. At the time, I had asked the employee what the repercussions were to stopping my agreement, and he said "nothing-- just give the phones back and you're done." When I recently asked a customer service agent, however, if I could stop my plan, she said that I would have to pay off the phones (not just give them back for not completing payment on them) and that in addition to paying off the "lease" I would need to pay an addition $200 or so per phone--so over $800.00.

So now I find out I'm leasing, not buying the phone, and there's no way I can afford to get out of the plan. Forget that the service doesn't work half the time, that two of the phones are duds with constant problems (and we handed in phones we loved), and the constant billing problems. This idea they sell that you're not tied in to a plan is a lie. Of course, I should have stopped to read the whole several page contract first, but you try doing that in a store with two tired kids shortly after a divorce. I just needed to know that I could in touch with my kids who were going to have to be alone a lot-- but the payments are killing me, and there's no way out. In many ways, T-Mobile is worse than the other big companies, because they advertise how much better they are in terms of not roping you in or slapping you with fees, and it just isn't true.

So, instead of taking that money and making the towers better. They sunk that money into other useless things like advertising like crazy and store fronts and other dumb crap. You would think that they would put that towards better technology to keep customers happy. But T-mobile has gotten too big to give a crap about customers now. I truly hated having to go to Verizon because I was scared to lose the totally unlimited from t-mobile. But I could take the dropped calls any longer. So my bill only went up $40 more dollars at Verizon. Of course my data was limited but I managed. I'm now glad I got away from T-mobile, I haven't had one dropped call and I get signal in places I never did. And now, Verizon is unlimited as well. And I thought, OH CRAP!! It's going to be like T-mobile now with too many people. But it's not (so far). My data is even faster.

I was a diehard T-mobile since the day they opened. NO JOKE!! And I'm telling you, they will never change. They use to kiss the customer’s behinds on the phone, but now, they have foreign call centers that don't care and sometimes hangs up on you. The service from them has gone in the toilet. They are just advertising more and more, but doing nothing to better the quality of service. Trust me when I say this, JUMP OFF THE T-MOBILE BAND WAGON. Go to Verizon. BTW, T-mobile will go out of their way to make sure there is some kind of charge once you leave them. I had a mysterious charge that they sent right to collections without even contacting me. This is the scandalous crap they are doing now.

We were quite impressed so we decided to switch over to the unlimited talk, text and data plan. Everything was working fine with the plan until our credit card was charged $329.29 on 23rd October, 2016. We were kind of surprised with the amount because we were clearly told that the monthly bill should be $180 ($20 dollars discounted from $200) including taxes. We called T-Mobile customer service right away; we talked with the representative and explained what happened with the monthly bill. She, the representative could not figure out the actual query in the bill. Therefore, she transferred our call to the loyalty department.

We explained an entire issue from A-Z over again to Miss **, a representative at loyalty department. She looked into the bill and explained that we were charged $50 just for switching to the other plan and rest of the charges were based on our new plan (the monthly bill we expected was around $180). The discount was not being applied as well because it has not been a month since we signed up for an easy pay. We signed up for an easy pay on 4th September, 2016 and the bill cycle ends on 5th of each month. Technically it was a month from 5th September 5th – October. We felt that she was not ready to listen to what we were saying from our side.

After a few minutes of arguments from both the sides, she decided to give us credit back of $90 (total taxes) + $25 so total of $115 (apparently the discount for signing up an easy pay was $25). We were told that she made these changes on the account and total of $115 would be deducted from the next bill cycle. She stated that she documented everything on file for the record. We were still in state of confusion with the reasons she gave us so we decided to stop by to the T-Mobile store where we had been to.

The representative at the store clarified that there should be absolutely no charges for switching the plan. Though he could not answer the rest of the questions on why the bill was $329.29, where it would have been $180. We decided not to dig into it so much and wait for the next bill to come. The next bill of October was delivered and it was $200. We were expecting our bill to be very less because we were supposed to be credited for $115.

We called customer service again, after waiting about 30 minutes in the queue we finally got to speak to a representative. We again repeated an entire issue from the previous month just so that we can link both the bills. As usual our call was transferred to the loyalty department before even trying to figure out what the problem was. We actually do not remember who we talked to at loyalty department.

Yet again, we explained an entire story from A-Z because they do not find it important to document an issue related to an account (maybe). We talked to her about the bill of $329.29 and also the credit of $115 on our next bill. She stated that we were delivered the bill of two months which includes the usage of the previous plan and the current plan. It did not sound right to us because we were told something different each time by each representative on why the bill was high. We were also told that Ms. ** did not document anything about the credit on account so she was not able to take our words in consideration. We were so unhappy with the customer service they provided each time.

Some key points: Not sticking to their words. Lack of listening skills and rudeness. Not believing what customer says. Lack of courtesy. Lack of documentation skills. Repetition of what happened each time. Not at all satisfactory explanation. Things dont make sense to a customer. Long waiting time. They did not call back if the call got disconnected.

Incident 2: because of the previous experience one of my line left t-mobile and during that incident T-mobile promised to charge only for 2 days because of that numbers exit. Rather charging for 2 days from that billing cycle they charged for 30 days, means full billing cycle. It means technically you are paying for the service or number which is not even under t-mobile for that month. And if you want to know the reason you will always get different reason from different customer care person. Never, ever go with t-mobile to save couple of upfront charge to pay more at the end of the billing. At least other service charge what they promise not like T-mobile. One of the rude executive: arthur **.

I called and got another rep (whose English was not any better than the first) and he started processing the order. He said I had the phone at $15/mo for 24 months plus a $49.99 down payment. The promo ad stated zero advance payment. When I questioned him he said T-Mobile requires a down payment on all phones. I advised him he was flat wrong and suggested he look at their online offerings. He said he could do nothing but he would transfer me to their Sales office. He transferred me to Sales where I listened to 10 minutes of T-Mobile adverts before it disconnected me.

So here I sit. Did they supersede my signed sales agreement with their new price? Did they add the new line? I see online they did add autopay - that now scares me and I will be sure to get that cancelled. Buying a phone should not be this unpleasant. It appears T-Mobile specials are come-ons and they have no intention of honoring them. Been a T-Mobile user and advocate for many years but they are not the same. I dread calling and going through this again. I would just like to cancel the whole works.

I asked why I would pay $30.00 additional each month for the same service. The answer, "Because this phone is $360.00 for a post pay service of $70.00/mo." I questioned why I would be charged an additional $30.00/mo for the same service. The response? "For $360.00, you would need the post-pay plan." Um, okay, tell me WHY you want to charge me an additional $30.00 per month for the same service? Still no reasonable answer. I'll be changing carriers for my existing phone and buying an additional phone and service from them.

T-Mobile then began to bill me for all four lines. When I contacted them they said that this was due to the lines not being activated within a certain time frame but this is false. T-Mobile expressly indicated there would be no problem. So there was an offer, acceptance and consideration in that I paid for the two phones. I then had to contact T-Mobile numerous times, wait for calls back which I did not get and I dealt with an extremely rude rep. Each time I have spoken with them, it is as if they have no knowledge of any prior conversations.

Most recently, I have continued to pay my monthly bill, but I am not even clear what they are charging me or why. I spoke to T-Mobile again and the rep said just to continue to pay a certain amount and that the account would have to be escalated before anything could be done. I was also informed the account would be credited. Today I received a robocall from T-Mobile asking for additional payment to avoid suspension of my account. T-Mobile is not being honorable or fair.

No one in T-Mobile can get a hold of this department and they all promise to get a hold of them then call you back. Everyone at T-mobile from customer service to retention has given up after promising to help and gone ghost. The last communication I got was that I needed to wait 8 weeks for them to process the refund, yet when I log in it says the bill was no eligible for payment! Why would I wait 8 weeks to start to investigate something that is clearly not going to get paid? I have read other people on facebook saying they are going on 5 months waiting for repayment. It's clear T-Mobile is either not paying these early termination fees as promised or trying to get 9 out of 10 people to give up and realize they are stuck with a 2-year payment plan with a carrier that just ripped them off. To add insult to injury the service is terrible! I got way better call quality and coverage with sprint!

The next day I went to the store. They said price now is $460 not $360. I went home and call Customer Service up and explain what happen. Hope they can honor back the $360 price. Two customer service told me there is no such price. They can check the entire year if there were such a promo but don't exist. Then I told them, "I have a screenshot of your promo," and instantly they change their words and say, "Oh yes. It was only for yesterday. Sorry we can't do nothing for you." I can't believe they can directly to you.

Recently (after 5 more months with the upgrade) I received a email from T-mobile saying “They have 'found an issue with your device, and the quote has been adjusted because of WRONG_MODEL,RECEIVED_LATE. The adjustment is from previous $265 to $190.” T-mobile asks me to contact them before 3/4/2017 or accepting the adjustment. I called T-mobile customer service. They don't have any answer for that. They are saying they are telephone customer representatives and know nothing about what is going on. When I asked them what happened to my bill, which kept charging me the extra dollars they say "You got new phones that's why you should be charged." I told them that is a free iphone 7 upgrade program that I enrolled. They said "No, I have never heard of such things happening." and asked me to show the evidence.

Upon arguing with her, she said she will check with a senior representative. The later verified my account and said, "According to our promotion, your account is a family account that does not qualify this promotion. You should upgrade your account to T-mobile One in order to receive this promotion within 14 days and now it's been 5 months therefore we cannot do anything about it." I explained the history of the upgrade and how the local store did to upgrade my phones, and they say "You can check with the local store rep and we can't do anything to help you."

I am totally pissed off with their service, to say the least. If the local store people made a mistake, how come the company didn't even mention there is a 14 day grace period for me to upgrade my account? If no such promotion in the first place, how the local store people could do that with such confidence? My old device are only 6 months old. Now I have to pay extra $1400+ to change them. This is absolutely fleecing of the loyal customers.

I called in to T-Mobile several times and talked with IT, they created tickets to investigate and never got back to me with any positive resolution, only that I HAD used the data even when I was on vacation, at that time they create a 3rd ticket of investigation and I told them to cancel my account effective on 2/6/2017 if they couldn't resolve the problems, I heard nothing from them except another bill for the next month of service. At this time I had not used the device since 1/14/2017.

They didn't canceled my account until today when I called in but would not make effective date 2/6/2017 as requested but instead canceled as of today! I HATE this company, their IT Department sucks, their Customer Service Department sucks! DON'T get involved with them. They will strip you off in one way or another. In my case it was in GBs and a full month of service. What choice do I have but pay them or risk my credit being screwed up on top of everything else?

When the representative refused to, I wrote T-Mobile. Of note is that my bill cycle began on the 2nd of the month, the same day I installed the other carrier's SIM card. Approx. two weeks later T-Mobile mailed a statement for the period January 2 through January 10, having clearly ignored my letter. As of February 2017 T-Mobile continues to send me written demands for payment and call and text me during business hours and on a near daily basis. This harassment is clearly in retaliation for my having switched mobile providers. It is also adding to my out of pocket expenses for postage, text and voicemail they send during business hours.

Finally a corporate manager calls me back, cancels the fees and then connects me with a regular sales rep to finish my cancellation. After all was said and done I asked for the return address for the signal booster and they hung up on me. I called back tons and tons of times to ask and every single time I was hung up on. I went into a store and spoke to a sales rep in person and he called customer service and they told him it's too bad and I can't return it that I have to pay for it. They want $500 bucks for it!!! I refused to pay it.

I am going on 6 and a half years of a runaround trying to get this removed and now they added fees. They think they are going to charge me $911.79. Where do they even come up with that number. They are destroying my credit. When I call them they tell me to call the collections agency they turned it over to and won't speak to me. I dispute it on my credit report and T-Mobile disputes it back saying I owe it!!! I still have the booster in Perfect condition at this very moment and they still won't take it back. They said now it's outdated and I have to pay for it. What a crock of crap!!!

Then we decided to pay off the phone (the money that we owe to own that phone). We did; four month later the bill still too high, I called their rude and nasty customer service who yelled at me and hang up the phone while I am talking and I was told that the phone was leased and I still owe 300$ for the phone. I'll pay that money since the account is set on autopay and they have my ss#. My advice to everyone stay away from T-Mobile and their poor service and nastiest management.

They sent me a return label and instructed me to remove the card and battery. I wasn’t about to do that myself and took the phone and label to T-Mobile store number 8058 in Houston. When I got there a young woman, I believe her name is Nohemy, removed the card and battery, gave them to me, and packaged the phone. When I asked her to give it to UPS, she refused saying they only pick up every other day. Fast forward to February 15th. I received the phone and next day, today, the 16th, I took it back to the store. The young woman who helped me was not there. Jiver approached me and was very rude immediately asking in a prosecution tone, where was the back of the phone? I was taken aback by his manner and frankly was afraid of him. I told him I did not like his attitude as I felt like he was attacking me from the start.

He stated, “I didn’t say…” I interrupted him saying, “It’s your angry posture, your attitude.” I was being chastised by a strangely antagonistic man who insisted the woman who packaged the phone would not have sent the back of the phone part to the factory. I just insisted she did not give it to me. I became very frustrated with him right away. Next, asked for the manager. When I was directed to Rick I was shocked. I had noticed him and saw he was singing to the music over the speaker in the store and his entire body was in a jittery state. His legs were moving constantly in jerks and I realized he was hopped up on drugs. I asked, "Are you the manager?” I was shocked. He also went into a spiel of shaming me and chastising me about not keeping the back of the phone. He told me the phone was not made by the company anymore and there’s nothing he could do.

This is when I went ballistic and insisted he take care of it. He then said he was going in the back room to “look for it.” During the time he was in the room, probably 15-20 minutes, Jiver kept glancing at me while going in there and staying. He did this twice. He was gone for some time when I knocked on the door. Another man came and I said, something “I am just getting started with you here. Don’t play games with me.“ I did not believe for one minute Rick was doing anything in that room to help me. Second time I knocked on the door Rick appeared and another person introduced himself saying he too, was the manager. This man was called Atif. I again, explained the situation to him and he too, downgraded the phone I had purchased from T-Mobile and proceeded to order the part online for me Saying he would credit my account.

I was, by this time, quite furious with the base level attitudes of these men I had to insist help me. I then caught the other “manager”, Atif, looking over at Jiver and laughing literally behind my back. I told him I was going to report this and that I know about the drugs. He seemed to hold his breath and go straightfaced for the rest of the transaction. As for me, I was LIVID. He told me I can return to the store when I get this part. I told him wild horses could not put me back there. To be aligned with a company that takes drug addicts and immature angry and irresponsible kids and puts them in charge is the absolutely pits. I will be telling everyone in my path for the rest of my time what a loser company this it.

I was treated deplorably from the get go. As if I had done something very wrong by just purchasing this particular model phone. And challenged by all 3 men who insisted my story about the part was not possibly true. It was disgraceful and when I left, I felt like I had been through a WAR. The level of disrespect, incompetence and rudeness combined with venom from the start with Jiver was impossible to convey in a letter. When I got home I checked the messages remotely on my line that again, wasn’t yet useable. It was a message from T-Mobile saying this was my last chance; that the warranty was up on my phone. The phone I had for 2 months and cannot yet use. I then had to spend an hour, yes, an hour, on the phone with T-Mobile explaining and re-explaining the situation to him! UN-BE-LIEVE-ABLE. My personal belief is that these men are running drugs in and out of that store. Nothing will change my mind about that.

I spent the next 2 HOURS getting bounced from one TM rep to another. TransUnion requires a letter of deletion from TMobile to have it removed from my credit. One rep said that was ABSOLUTELY possible and gave me a number to call. Bounced around for another 30 minutes. I call the knowledgeable rep back but was unable to talk to him. He was there, mind you, but he was at the end of his shift and couldn't take my call. I would have to wait 48 HOURS to be able to speak with him again. When I finally lost my temper, I was given a PO Box in Albuquerque, NM to mail a request to. Are you kidding?!! First, I've been on the phone for 2.5 HOURS to get this resolved. Second, the main offices are in Bellevue, Washington.

I also emailed the privacy department for T-Mobile with zero response. Since there doesn't seem to be a single person at T-Mobile that can address this issue, I have filed a complaint with the Better Business Bureau and, now, Consumer Affairs. If I had simply misunderstood what the sales rep had told me, that would be on me. However, the rep lied to my face twice.

Their phones are second rate and you pay sooo much for a device that starts giving you problems as soon as the warranty goes out. I recommend anyone who is even considering on going with T-Mobile to rethink that choice. God forbid if you need to call 911 and your service is with T-Mobile. They are not the same as they use to be when I first started and frankly will get worse as they have proven to me. 7 years down the drain and I've called them more than my own mother. Ridiculous!

Fast track to the beginning of January. I asked my wife if "We received our rebate cards from T-Mobile yet?" She indicated, "No. But let's give it another week because of Christmas and New Year's." Valid point. Not a bad idea. End of January still nothing. My wife sends our sales person a text to see what the status is of the card(s). He proceeds to inform her that he never received the final bill from us when back in December he confirmed this. We have all of the text messages to prove all of this. Fine. No problem accidents happen. She then texts him last week to find out the status of the rebate. We were then informed he completely forgot about this!! How do you forget about a customer after all of this communication with them?!?

We then inform him that he has until the close of business on Friday, February 17, 2017 to have these cards in our hands or we will be going to another provider. Claims his assistant manager at the store will be in contact with me on Monday (today) in regards to the matter. No call!! Great customer service, right??

I spent all morning on the phone with customer service (which I should not have had to do) trying to resolve this issue. While they were helpful in helping to resolve this, the problem remains that what they indicated in the store and what the value of the cards are worth does not even come close to the amount due to AT&T. I should not have to put out any additional monies for this issue with all of the inconveniences that have been caused from this matter. I cannot believe an additional $500.00 to compensate a (new) customer for being misled at the store is an unreasonable request.

I personally, wouldn't allow this to happen in my store because of an employee's negligence. Maybe this individual is just there because to him it is just a J-O-B. He did text me today indicating that he would be emailing me about all the information he found today. I don't need an email indicating the work I did for him. If you are considering taken advantage of this "great" promotion, better think twice before jumping. The grass is not as green as they portrayed it to be.

The upgrade on our contract was like $25-$50 for a new phone that was better than your current... because they were all crap. Then the contract renews because T-Mobile frequently makes changes to your account and plan features without your consent or knowledge. That's right. They FREQUENTLY make changes to our plans and accounts without our consent or knowledge. When we would get our bill and notice the change, we would call and ask and they would literally admit that THEY THOUGHT it would be a better plan for us because it saved us money or had more benefits somehow. We would also have auto pay so sometimes a few months goes by before we notice and we point out how horribly illegal this is and they refund and change it back.

This happens over and over and over... and to top it off, every single time these crappy phones give out and I need to replace it, they tell me I need to either buy a new phone on their payment plan or get a refurbished phone (for the one I paid hundred and hundreds for and they give me a stupid refurbished phone in return and don't consider that theft. They steal half the value of the phone every time. They do that when they break down within the first year, WHICH IS ALWAYS).

Why are they telling me this every time? Because they don't offer contracts anymore. I don't care if you offer them or not. I had one when you did and IT NEVER EXPIRED because your phones suck and your operation are borderline federal offenses. Especially when you tell your consumers, while they’re recording you, that they delete all of their consumers previous contracts and that they have no supervisor or boss or just refuse to escalate until your start screaming like a psycho at them.

Then they magically find your previous contract or that boss they never had... still they insists that it HAD to have expired because it shows it expired. What date did it expire? They don't know so it must have been two years after you signed it... are you serious? We've been with you 13 years and you didn't cut your contracts until like five years ago. So what happened with the seven or eight years in between? They promise to look but tell you all they're going to find is that my contract expired exactly two years after we signed it... 11 years ago? Nine years before you cut out contracts? No... I tell them to look for ANYTHING that would prevent the ORIGINAL T-Mobile contract from expiring for the entire duration of our 13 years of service. They say 24-48 hours and now it's Sunday... no one called.

This all started when they bullied me into paying $700 for an iPhone after I got fed up going through 12 Samsung in a two year span that kept shutting off or losing sound all together... their phones are awful and they are stealing from all their current no contract users even more than the one who are grandfather clauses in with the original contract because of it. They can't keep getting away with lying about escalation, file keeping practices and also telling us we aren't allowed to record them. You record me. I automatically have the same right and you don't get to try and impose a company policy over federal laws. PERIOD.

Mine went tits up about two months ago and they tried the same dodge with me. I said 'no' and got a better phone at Target for $55. Thoroughly disgusted with T-Mobile. They try to rip you off any way they can. And BTW, covers were only $10 at Target. And both times they kept her 'broken' phones which I am sure they recycle for $$$$.

T-Mobile customer service was my first call but seemed unable/unwilling to do anything. I spent the next two weeks trying to find the "lost data" problem by making repeated trips to outlets of T-Mobile's Canadian partners and private cellphone experts enlisting their help in trying to find the T-Mobile problem (all pointed back to a failure T-Mobile's failure to set up protocols with its partners).

After two weeks of running around (several 20-mile trips and hours and hours of my time), I became increasingly irritated with T-Mobile's "we don't really care about our customers' problems" attitude, I asked to speak to someone who might care. Transferred through a number of "levels of indifference" until finally someone actually said: "We don't guarantee that you'll actually get data service when you're out of the country". That was it! T-Mobile Customer Service people don't even read their own BS ads!

Still in my first month of $40/service, I ask for some compensation. They generously offer $5. Unacceptable! I get shoved "upstairs" - "that's all we're authorized to offer" was their reply. I said: "If you are either unwilling or unable to deliver the service you promise, I might as well discontinue service." Their response was to say "fine", hang up and cut off my service within seconds. If that wasn't insulting enough, they then bill me $56 for their $40 plan.

I've got to say that, from time to time, I've been on both ends of customer service - as a business person dealing with issues my customers had with my products and as a consumer looking for help solving my own technical problems with other people's products. But this was the one and only instance where I felt "customer service" treated the customer as the "problem" to be solved and solved the problem by getting rid of the customer.

My bf and I spent 2 half hrs at the T-Mobile store trying to resolve the issue. When he did that and another a**hat told us we can't until we pay the entire balance of $206 and we were like flipping piss off and told them that they had sent us letter stating that the old bill will be broken down in 9 installments which was. It too bad to add that on our regular bill.

Then they hung up on my bf in the store, finally the sales person called them back and explained what he had heard them saying and told us what we had to do in order to get upgraded phones. So that point where my bf finally flipped out and told them he want all his money back since they refused to allow us to upgrade our phones. We got our money back and other part won't be returned back on my card in about 2 to 3 business days. My bf told them "If it's not back on my gf's card and we will be seeking lawyer" for false advertising that they have said to us and we have all the paper and evidence of what they said to us. They didn't tell us that we can't upgrade until the old balance is paid off. My bf told them if that is the case then why did you allowed us to upgrade our services to T-Mobile One for $160 a month unlimited everything as we have 5 lines with them.

This does not make any sense for them to allow us to upgrade the services, but not the phones. As the new bill came out it's $200 a month so we split 5 ways as other family is on our plan which made it cheaper for them to pay their part of the bill. Now we not happy with T-Mobile as we said we will pay them off and close the account. We will go with another carrier that is affordable and reasonable without any hassles. I can see why T-Mobile losing lot of loyal customers.