T-Mobile Reviews

So, I decided to call the T-Mobile store where I signed up from. I explained the promotion to the Store Rep. and asked him if that was true, his replied, "yes it is true." I asked him if I had to pay anything and he said, "you do not have to pay, the two extra accounts will be free." Well I still was not 100% sure about all this, but when the manager came to talk to me, he review my account and the offer (from the store computer), and he told me that it was true and that I qualified. I proceeded to go to the store and to get my two additional "free" lines. I went to the store with some family members that like me, they thought it was too good to be true, so we asked the rep. that was taking care of us at the store and both, him and his Co-worker received our account and the promotion and advised us it was okay to proceed, the promotion was real and we qualified for it.

Well since then things got out of control with my bills. Every month we receive a "surprise", most bills are around $200.00 and a few are as high as $312.00. Every month I have to call T-Mobile and explains how I was "tricked" into getting two extra lines "for free". At the beginning they say, we do not have a plan that offer more than two lines for free, but after they listen to me and read the notes on my account, they all agreed with me, they apply some kind of discount to my account and then they assure that I will not have to call them back because they are fixing my account (yes, every month I have to call them "multiple times", and spend a lot of time on the phone with them). On two of my calls I was told, my situation was being escalate it to "Customer Retention" or something similar.

One time I received a call from a person that stated, she work for that department. She said that my account was reviewed. Some discounts were applied and since she did not have enough authority to do it, she was escalating the issue to her manager (that was over 5 months ago). Today I saw another $200 plus bill and I decided to Call T-Mobile. Long story short, the rep. told me that she was sorry that an employee gave me the incorrect information, but it is the company T-Mobile policy not to have more than two "free" lines per account. I explained to her that I signed contracts with them agreeing to certain terms and that is their Legal responsibility to honor their word and the contract, but she basically said that I have to understand that every body makes mistake and that T-Mobile will not change their policy just because some of their representative are making false representations.

Additionally, we were provided with "free" phones, but when we told them that we are switching to another carrier they said, we do not have a long term contract with them, but if we switch, they will not accept any of the 6 phones and we will have to pay $200 "per phone" back to them. We are very frustrated with this company; Customer Service/sales Reps. and phone signal are horrible. Worst experience ever!

I have tried for over a month and have received every story possible as to the reason but now they claim that the original owner had an unpaid balance and that it cannot be unlocked! They either lose my trouble tickets, need to escalate it which never does anything, have a supervisor return my call which never happens, etc. I am not the original owner and there was never any mention from them for almost three years of time! I would pay the balance just to free it up but they can not divulge that information to me since I am not that person so I am stuck. I filed complaints with the FCC and FTC against them and now here.

I have just ported my number away and will go elsewhere as a remedy but I want my voice heard for whatever it is worth. I thought that a German company would have their act together. Also, I should mention that I had two other older T-Mobile Samsung phones in the past that they could not unlock either and they had no balance. They claimed technical issues on those. I think I see a pattern here. From now on, I will buy unlocked phones only and never use T-Mobile again -- lessons learned.

Our bill was hundreds of $ and took a month or 2 to figure it out!! They're now unwilling to send a replacement/warranty and will make you go to the store when I got mine a few months ago and they told me that was a courtesy. But they won't do a courtesy anymore, even though they're a billion $ company! Being a customer for 5 years or longer you'd think they'd treat you a little better! I don't have the time to pack up my 3 little kids drive a half hour just to tell me I need a warranty replacement. I have reached my limit with T-MOBILE and we are going to be searching for another company which will probably be Verizon! I cannot believe how much crap that has happened with this company!

I have never had this experience before with phone activation anywhere. It is a heavy handed policy that discriminates against lower income people. I was simply told by phone CS it was "legal" with no further explanation. Pathetic handling of properly informing me of the process upon ordering originally. You sent the phone to me, you have a UPS confirmation I signed for it, you have the last 4 of my social, you have the SIM card number because I'm holding the box in my hand, but I have to UBER to a store to activate the phone. Just over the top. Goodbye T-Mobile soon for this blunder.

So the guy hooked us up and he said once we got our phones going that our account with T-mobile would cancel. I made payments to T-mobile 1-10, 2-08, 3-08 and 4-10. And on 4-10 started PCS. T-mobile sends me a final bill of 200.46. Don't understand this bill and disputed it to T-mobile. They said I was making payments in arrears. When I took out this PCS phone I made a payment 50.00 for the next 30 days. I think T-mobile is running a scam. Now I have a collection agency trying to get the money and they have added 31 dollars to the bill. I told T-mobile to take me to court and explain their billing to him. Well this is the second time the collection agency has contacted me. Think I am going to go to the BBB. Thanks. God bless America.

If we cancel the tablets then we have to pay a fine of 30$ per month for 2 years. T-Mobile claims to not have hidden charges like Verizon or no contracts but this is what they do to cheat the customers to stay with them. I have been a customer of Verizon, AT&T and T-Mobile. I would rather pay to Verizon and get signal in the middle of the ocean. Why would I like to stay with T-Mobile if I have to pay 250$??? AT&T was dropped calls, T-Mobile no signal, dropped calls and cannot hear when calling.

All of a sudden it wasn't the device. It became a mysterious unpaid bill that 10 people before him never saw. And as of today it was noted on the account in February. Now today this was noted in Feb. The card on file was incorrect and I did not pay for March as well. Has anyone walked in a TM store with phone disconnected had them turn it on and then skip another payment in March. Now the girl at the store was going to take care of it because she remembered that day cause she helped. Got to go to my bank and pull all records. Employees are too sharp but they do have some good ones as well.

Needless to say, that was a lie! She only received a final bill with NO CORRECTIONS! Once you leave, you cannot go online and look at your bill anymore. So, she did receive a refund from the other company for a portion of the phone plan with T-Mobile, but not all of it, due to the error on the bill. And they billed her a FULL month of service that she did not even use, because she had switched already.

So now, they say she owes them $1164.93 for a full month service, partial paid phone plans that the other company lied and said they would pay, and the remaining balance of a phone that she cannot get paid for, because T-Mobile will not correct the bill. She also made payments in June and July, but when she went to make another payment, she was told it was sent to collections. But she was told before that as long as she makes payments it would not go to collections. She is very upset, because now, they are messing with her credit, which is EXCELLENT! I wish people would just be honest when you call these places and not take advantage of the elderly!

Finally I get hold of one and after 5 min he tells me he can't help. I go back inside, I ask for the money I paid them literally 45 min ago, and they tell me I can buy a new phone. No. No. No. I'm going to ask tomorrow and if I don't get my money I'm deleting my daughter's service and taking to Facebook and Twitter to warn others about the risk of T-Mobile. I would of rather been mugged on the street for my money rather than scammed like this. I am stuck with unlimited talk text and data I can't use. Thank you T-Mobile.

Instead they either give me empty promises of 'fixing' cell towers in the area or straight up turn it into a sales pitch when they discover my phone isn't T-Mobile. Like straight up, why would I want your sorry phone when it doesn't work either? It works everywhere else /but/ here, and honestly T-Mobile can officially be labeled worst than AT&T for at least their terrible Pay-as-you-Go deal worked here at her house!

So, I called them, and all I got was attitude. They admitted that I had called on July 14th, that I had been quoted the payoff by their staff, that I had paid the amount I was quoted, and that their personnel screwed up by quoting the wrong amount - no fault of my own at all. Nice of them to admit their mistake. But they flatly refused to do anything about it at all. Not even a courtesy $1.00 coupon for future purchases. T-Mobile's customer service SUCKS! They don't actually transfer you to "the customer loyalty department". They just transfer you around the room so you tell your story multiple times then give up. They admit THEIR mistake (I paid the amount they told me was correct payoff amount in good faith), but they won't do ANYTHING about it. After almost fifteen years with T-Mobile, I am done with them! I'm headed to Family Mobile at Wal-Mart or to Sprint or to anyone else.

As an aside; and additional frustration; this phone they sold me has many issues, and all they can do is hard-boot and reinstall their OS to try to fix it. This does not work. One issue is the phone, when using speaker phone mode, randomly exits speaker mode for no apparent reason. Another thing that deeply concerns me is I mentioned to a friend in a verbal conversation the cost of caskets (was talking to him about HIS father's funeral). I did not text, I did not e-mail, and I did not mention it in any other context beyond one telephone conversation. Within a hour or two my e-mail and Facebook began filling up with ads for funerals and funeral homes. I don't appreciate Big Brother listening to my conversations with voice recognition software and then selling it to ad agencies to market to me stuff I don't need! I may be going back to a old fashioned landline and throwing the cell phone away entirely.

Then to top it all off, after hours and finally getting a rep to order another Galaxy S7, I get an email less than a day later telling me they cancelled my order due to me not signing the doc-u-sign within 48 hours! It was less than 24 hours and the only reason I didn’t sign it immediately is because the damn email was 1st stuck in limbo, then after I finally get it through my Gmail, their doc-u-sign would not load, much like their website! I literally had to go through the same trying, stressful, painful & draining nightmare twice – all over again just to REORDER THE SAME CELL THEY CANCELLED and had to DO IT MYSELF AGAIN ONLINE because THEY SOLD THE ONE THEY CANCELLED and probably that is why they just suddenly, without authorization, cancelled my order in the first place, so the IGNORANT SHEEP could sell it to someone else! I literally hate T-Mobile!

Now the fun begins. I had an issue with my watch and had to exchange it. Even though it was within the manufacturers warranty of one year, I was charged $20.00 and now have a refurbished watch instead of the new unit I had paid full price for just 60 days ago. This does not sit well with me but it gets worse. Even though I used the return label T-Mobile sent me to return my watch it somehow went to the wrong warehouse and was never logged in. Can you guess the rest of the story? Yep, I am being charged for the watch their poor quality control failed to log-in. Suddenly, I have a $403.00 dollar bill that their team cannot fix. Finally, after I gave them proof of shipping and customer service filing several request to search for the device it was found. Now they issue me a bill credit of the $403.00 which does not help pay my other bills that were delayed because T-Mobile charged my debit card on file. Bill credit is not a refund. Errr.

As all this is going on with the watch I receive a notice that the tablet I purchased on payments expecting a prepaid card back to pay for the tablet in full did not meet the qualifications to receive the prepaid card. Errr. Now my expected bill is raised to pay the tablet payment until this is worked out. Two months of back and forth and T-Mobile finally determines the Tablet does qualify for the prepaid card.

Throughout my travel I now find out my old Verizon phone will not receive data coverage in Alaska or Canada. Therefore, I purchase a New Kyocera DuraForce Pro. I paid for the unit in full. I get the phone and find out it will not work with Samsung pay as a warning window pops up and says to un-root my phone for security reasons to use Samsung pay with the watch and phone. Why is my new phone rooted?

After several calls to T-Mobile they finally send me a pre-paid label to exchange my phone for a new un-rooted phone. Can you guess the rest of this story? Yep, the phone goes to the wrong warehouse and never logged in. Now I am being charged $475.00 from my debit card on file for autopay. This is money I don't have in my account and T-Mobile cannot immediately take care of the issue even though I have proof the phone was returned, worse, account resolution can tell it was returned but still has to file a search for device form which can take weeks or, as in the last case of the watch several months. Errr.

Here is my honest thoughts of T-Mobile service and it's very late so please excuse any typos or misspelled words. The Un-Carrier has a quality service that is difficult to distinguish from any other wireless phone service. Their all-in pricing without all the crazy fees is excellent. However, the weakest link is their support and their company divide or policy. You cannot obtain local store support for a device purchased from T-Mobile online. This policy is beyond understanding and I would encourage T-Mobile to rethink this policy, as, their competitors do not seem to adopt this complicated support policy.

I find their front line phone support staff amazing with an eager to please and desire to exceed expectations attitude. Where the ball is dropped is after the front line staff handles an issue it still needs to be reviewed, approved by a person above them and unfamiliar with the situation. This communication breakdown is evident and the weakest link. If T-mobile can work out the support issues I believe they will lead the industry of wireless communications. Godspeed.

After one month they sent me to two different collection agencies to hound me and when I called to get a detailed account of how much I owe I was told they cannot tell that to me because my account was closed and in collections. I was planning on coming back, but after this experience there is NO WAY I will ever return. I now have an attorney to try to get a detailed account of why they say I owe this much (costing me more money). This is ridiculous. This is more than my son's car cost! Now when I call I get transferred and hung up on every time. #worstexperienceever!

They canceled my account. When I asked why they said because they can't reach me by phone. AAAAGGHHH. Hello my phone is broken and at your warehouse. That's why you can't reach me... Took me 5 calls to get the light to come on and they reinstate my account. So next it's can't find my phone, then, need my tracking number then they said it was not under warranty. No reason given today. I went to the store to see if they could call and help BUT NO THEY CANT DO THAT.

THEY LOOKED ON THEIR COMPUTER AND NOW IT SAYS MY PHONE IS STILL IN USE!! ARE YOU KIDDING ME. No money in the prepaid account to use and they have the phone... so if it's being used it's by them not me. What a joke. Runaround and still no phone or compensation for my loss of a $200 phone. I'm done tmobile. YOU SUCK!! Apple here I come. If I could give no stars it would still be too much. Don't buy TMobile. Go anywhere but there. Save yourself the grief. Trust me. You will regret it if you go TMobile!!

I got a mail on 8/8/2017 saying that my order is been shipped, when I checked the shipping details the order is shipped to wrong address. When I contacted T-Mobile customer service they are saying that the order is already placed and call the Shipping services UPS to change your shipping address, when I called UPS they said that we didn't received the order yet call T-Mobile to change the shipping address. I again called T-Mobile. After 50 minutes in call they simply said that create a account in UPS My Choice and change delivery address, after creating account in UPS My Choice also I was unable to change my shipping address. The order is going to be shipped by 8/9/2017 by 3 pm itself, what I have to do if that shipment is shipped to the wrong address.

On single day for almost 2 hours I am in call with both T-mobile and UPS to rectify my problem from my side itself but it didn't worked. I think that to rectify a problem that T-mobile has created to me I should take a day off from my work, lose my one day pay and talk with them from morning to evening, but still these will not respond to the issue the customer is facing. I paid my bill, but still I am not getting a basic service like shipping the product also from T-mobile even for the new customer also. How can I expect these people will do correct billing in future, now I have to stick to this horrible T-mobile connection for 24 months from now on wards.

Updated on 8/26/2017: On 08/15 I got an email stating that they received one phone and processed my return on 08/16. I got only $132.01 out of $306.77 total payment. When I called T-mobile and inquired about remaining amount they told that the remaining amount can be send as a gift card to my address (which is wrong address where they have shipped the mobiles) I requested them to return to the debit card which I used to pay the bill, they told that by 08/24 it will be returned but I didn't get anything. I got an email on 08/24 saying that the other phone is also received and the sim cards are also received the return amount of $174.76 is credited, but still I didn't get any amount in my account. When I called them they told that the issue is escalated and refreshed and it may take 3 more business days.

On 08/26 early hours I got a notification that $160.26 is debited from my account by T-mobile. I worried why and I called them again. I called them again what is happening. They simply told that it is the bill they charged for the service they provided me. I don't know what service they provided me. I didn't had any phone or any number. I didn't even received anything from T-mobile, but still they charged. I called them on same day 08/26 when I asked about the issue they simply told that the amount will be received in 3-4 business days that is by 08/31. To rectify one issue I am talking to the T-mobile for almost 1 month fully, they are still deducting the amount from my account and saying that it will be refunded and for that also I only have to call them every 4 days once and ask them what is happening.

I need some justice from T-mobile by torturing me like this, what I have to do to T-mobile now. I would like to attach the image of the T-mobile transactions also, but I am unable to attach them as the images also include my personal transactions. I also cannot provide the receipt of the amount $174.76 which is refunded to my account on 08/24, that email consists of my personal information.

Feeling optimistic, I called the closest T-Mobile Store which was an hour away. I verified that they had two S8's in stock and let them know that I would be down once my wife got out of work. They told me everything would be good to go, and that once I paid we would submit for the gift card before we left the store. Fast forward to just before 6pm. I had picked up my wife and we were at the T-Mobile store which closes at 8pm, along with our 4 month old son. The person I had spoken on the phone with (who was the asst. manager) had noticed me and acknowledged why we were there - so far so good. There was a couple in line ahead of us, so we waited, again, no problem. Finally it was our turn. The process went very slowly which I attribute to the employee being new. The employee then mis-explained a thing about wifi calling which my wife then interpreted as something more of a full time "hot-spot" that we couldn't shut off.

It was a slight annoyance, which I assured to my wife was not the case. Then the employee tried to sell me on the next higher plan, kudos to him, but he made it sound like the Canada and Mexico roaming was not available on the first level of the plan (which it absolutely is). Okay, fine, new at the job I get it. At this point I'm a little annoyed, but hanging in there. Meanwhile another couple was dealing with the other new employee - having about as much luck as we were. We had been there for nearly 40 minutes at this point. Then the first issue, they couldn't process the credit report to get the financing for the phone... They had entered my SSN incorrectly. Okay, typos happen, no biggie. That took about 15 minutes to fix. At this point the assistant manager left and it was just us, the two new-ish employees and the other couple that were trying to buy a phone.

Finally, with the credit bit fixed and having to state my SSN out loud in the store no less than 13 times, and writing it down for them, it was time to bring out the phones. The first phone wouldn't activate, it took 10 minutes before they realized the sim card doesn't come installed. SIM card is now installed. My number gets ported over... But there's an issue, my wife's number had been added to my SIM as a virtual line - another call out to customer service, another wait, and then start the process over. Suddenly, a lady bursts in the store asking for a cell phone charger and jumps ahead of us mid-transaction. Rather than have the lady wait her turn, all of our stuff was put on hold, while she tried out several different chargers and couldn't get them to work. Now it's almost closing time, and my number is ported over, and it's time to do my wife's number - sorry, can't do it.

My wife was devastated, we've each had our numbers for over a decade and this was the first time EVER that we had any issue porting the number over. She reluctantly agreed to get a new number. Finally, the phones were all set - kind of. Time to redeem the code for the gift card - account not found. Tried it again using a different PIN (not the one I set up), account not found. Again with the SSN - account not found... Another call to customer service, "sorry, but we can't process that. You'll have to wait 24 hours and try again." No thank you. I don't have any more time off. At this point we've been in the store for two hours. My baby is hungry and starting to get fussy. I tell them that the gift card is a deal breaker and I want to cancel the entire transaction. They said they couldn't do it. I told them that my wife and I were willing to wait while they found a way. Needless to say, they could do it, but they didn't want to.

I asked them to refund my credit card the nearly $200, and they gave me a refund receipt that was more than $80 less than what I had been charged. I brought the issue up and they told me not to worry about it. I'm a pretty reasonable guy, but at this point I had developed a trust issue. I asked that they write their name and employee number down on the receipt and annotate that I was supposed to receive a refund in the total amount. Now, for whatever reason, maybe just a coincidence, the employee decided to write his name and employee number down, then use a different color pen to write the difference due back. Could be a coincidence, but based on how this transaction has gone thus far I'm not taking any chances. They decide to call the manager. Now it's well past closing time, my 4 month old is balling his eyes out because he's hungry. This has gone on too long.

I talk to the manager who made it a point to say that I was wasting my time and could be like him and be at home with my family rather than standing my ground. He said he was doing me a favor by not charging the restocking fee and he guaranteed me that I would get the full amount refunded. (I would later overhear him tell the employee to just do a reset and treat the phones as new, sorry future customer that gets a phone with my prints all over the screen.) I explained to him that a verbal guarantee meant absolutely nothing without written proof, especially based on the events so far. His attitude on the phone was rude, insulting and inconvenienced. At this point I asked him how it worked that as a manager, he would leave the store to be run by two new employees. He said he had done all he could do and that I should just leave and there was no reason for him to come in.

I asked for a statement or anything from the finance company that showed that I was not responsible for paying the $1500 for the two S8's, "Sorry we can't do that." - Yeah right, try again. This resulted with more phone calls to customer service while we waited, simply trying to get our account canceled. I asked for the district manager's contact information at this point - this is when I was made aware that the employees never hung up with the manager and that I had secretly been on speaker phone the whole time. It's funny how the tune changes from "We can't do that" to "Here you go sir" the second you mention a district manager. The manager actually decided that he would drive in and assist his team at this point. He was there within 5 minutes. After we had been waiting for 3 hours, he was there in 5 minutes. It took him about 2-3 minutes to get the documentation that I had requested and we were on our way.

Fast forward to today. I'm at work, can't leave and my phone still isn't working because T-Mobile hasn't released my number for the port back to US Cellular yet... I can tell you that I prepared as much as possible to know exactly what I wanted before even heading to the store. I called ahead and made sure everything was all set and did my best to be the easiest customer they could ever want. I hate being "that guy," I can count on one hand the number of times I've been this upset with any customer service of any type in the past 15 years and two of those experiences are with T-Mobile (the other being about 10-15 years ago). I now remember why I left, and cannot for the life of me understand how they could be rated number 1 in any type of customer service. If they competed against swine flu, I would vote for swine flu over them.

Whatever I press purchase, and my auto notification goes off. Money has been debited from my card... But...T-Mobile has come up with some dumb error... Call the 800 number... So I do just that, and after literally being passed 5 different times, I learn that some stupid error happen that nobody can explain, and that I can't make this purchase online, I have to go back to the store... "Wait," I say, "so you're saying I'm gonna have to spend $40 extra dollars for no reason just cause you guys have some stupid glitch you can't explain... You gotta be kidding me..." Well long story short, I'm passed around literally 6 more times till finally someone just puts me out of my misery and hangs up on me... As it stands now. I went on to Amazon and bought my $10 sim, however unbelievably T-Mobile mislabeled my package and now it's lost... They lost a one day ship Amazon prime ship... Unreal... So now they still haven't cancelled my online order, or refunded my money...

They still won't let me buy anything online, and maintain that I must buy from the store... Soooooo I cancelled my account and walked... Took my 3 cell phones, 3 tablets, 4 hotspots to a competitor... And now in my off time I write rants about how crappy T-Mobile is, and how I've taken up T-Mobile bashing to anyone that will listen as a hobby... If I could turn it into a full paid profession I would... There is no company with worse customer service, and worst general logic than this band of idiots... If it wouldn't put many people out of work, I'd be the first one on the charge to have them fined and disbanded for crimes against intelligence...** T-Mobile... This is post 287 and counting... Maybe I'll slow down around a thousand...

They would not reverse nor lower the bill because the account has been closed. Their customer representatives are never the same and in the evenings and early morning they are out of the country and never know who they really are or their supervisors. When you do talk to a supervisor you will be told nothing can be done or that you never called. After 10 years and 5 lines I will never get their service again nor will I recommend them.

I call T-Mobile customer service so they could replace the replacement phone so they send the phone to a T-Mobile store which, by the way, had one of the most rudest, Incompetent managers I've ever seen who actually even tried to threaten and intimidate me. So the replacement of the replacement starts overheating immediately and they tell me it's because it's downloading all the apps. But one of the girls that works there who is actually the only nice person there says if there's a problem to call T-Mobile customer service and then come back.

So as soon as we leave the store the battery starts draining. I call T-Mobile customer service after 2 1/2 hours of being switched from T-Mobile customer service to AppleCare and back again and having to tell this ridiculous story to about six different reps they want to send me another refurbished phone. But What I want to know is how is it OK to send a refurbished phone to replace a brand-new one that was lost? And after sending two defective refurbish phones why would you even consider sending another refurbished phone. I mean when does it end? It's a ridiculous scam and I hope they're exposed for it.

I feel that T-Mobile owes me a refund of 2 years of half my payments at least. They have lied and ripped me off for a lot of my hard earned cash and don't care. Customers need to know how they operate first hand. T-Mobile is the worst provider and they will rip you off. All they care about is money. I myself am going to take them to court and I will win.

They wanted me to upgrade my Samsung note 4 to a Samsung galaxy 6. They wanted to sell me a phone in order to remain on their network, ha! I went to AT&T and guess what, my phone was "compatible" with their network. The plan was even cheaper than T-Mobile and AT&T has MUCH BETTER SIGNAL than T-Mobile! I'm more mad that I wasted 3yrs with T-Mobile but I am glad this happened otherwise I would have remained with this miserable network. Oh and the customer service is not helpful at all.

After a second call I was told we were saving only $200 per trade in smartphone. So that's why the bill was higher than expected. For these discussions people I spoke with were rude, telling me I was getting a good deal while I was paying way too much for T-Mobile phones and service. Two of the iPhone 6 models were upgraded to the 6S. I was told in the T-Mobile store at the time of upgrade no additional cost would be added. Wrong again. They added more months of payment to the plan. The iPhone 6 cost $649 in total between monthly payments and a buyout price of $163 (not including tax & etc.). Two iPhone 6S each cost $784 with the monthly payments plus the buyout. (Total buyout costs with tax & etc. $413.39 for the two 6S phones.) Total cost for phones (3 iPhones, 1 used Samsung) $2517. Not including Tax. Total cost for 23 months With T-MOBILE ~ $6,000. So glad to leave T-MOBILE.

A little good news, the last three customer service people I spoke were professional, understanding, much improved over the customer service folks I spoke to during the first nine months or so. I paid the money and I've feel ripped off. Never to go on any monthly plan with new phones again. Signed up with Cricket Wireless for $100/month, unlimited text, talk & 4 gigs of data. Total cost taxes and etc. included in the $100. No Contract! Way to go Cricket Wireless. T-Mobile has offered me a similar plan. NO Way!!

We left and went to ATT where my phone works fine and has Wifi calling again but the worst was yet to come! My husband's iPhone was paid for and we wanted to unlock it and move the service to ATT. It took them 2 WEEKS to unlock his phone. The first week was spent with us requesting an unlock every day and every day they said it would happen. Nothing. The next week we repeatedly ask for an unlock and come to find out they were refusing to unlock until we paid our closing bill of $132. Had nothing to do with the phone, they just wanted us to close out the bill. We were hostage to T-Mobile but never again.

Less than 3 months after receiving the refurbished phone, it too started acting up. Screen freezing, would dial random number on its own, white lines down the left hand side of the screen, etc. I emailed Assurant about the problem. Their answer: "We show your device is still in the 180 warranty, so please contact the T-Mobile warranty line at 800-937-8997".

So I called T-Mobile. One and one-half hours later, after being switched to 4 different people repeating the saga over and over, the 4th and final rep (who was a T-Mobile Apple specialist) said he was sorry, but I had to contact Assurant for a replacement. Called Assurant again, and after 30 minutes with them was told they werent responsible for their replacement phones unless there was physical damage and if there was that would be another $175. I picked up my nephew the following day and had him with me when we tried Assurant again by phone. Another half hour while the rep checked with her supervisors and came back with the same story. Take it to T-Mobile.

So on to T-Mobile. Went to a T-Mobile affiliate in Weymouth, MA and was told sorry, they couldnt do anything. It was Assurant's problem. The next day I took his phone to an official T-Mobile company owned store in Braintree, MA. After waiting to talk to someone, the rep was very helpful and said, based on looking at the phone, they would replace it at no charge, BUT (big BUT), after another 30 minutes decided the real problem was that after the replacement phone was sent out in early April, my nephew had gone to prepaid with T-Mobile so the system wouldnt let him replace the phone.

The rep was great and talked to multiple people at the great T-Mobile office in the sky. Even though he had my nephew's phone in hand, saw the problems, corporate couldnt/wouldnt do anything because he had switched plans and now it was up to the store manager who wouldnt be in until that afternoon. The store rep took my info and cell number and promised the manager would call me that afternoon. 2 days later I am still waiting.

What I dont understand is, the warranty is for the phone, NOT the calling plan. Seriously, what difference does the calling plan have to do with a defective phone as long as you are still with the same carrier? As far as I am concerned, these phone insurance plans and the way they are handled are essentially legal extortionist scams to bilk consumers. After getting over $400 in monthly payments and deductibles over 2 and a half years, now they wont even replace a defective refurbished phone that hasnt lasted 3 months!

My nephew will soon get a new phone with a birthday coming up, but it will never be with T-Mobile. And I personally will never have anything to do with T-Mobile. With customer service like T-Mobile, you should run, not walk, as fast as you can from this company. I dont know if there are any federal regulatory agencies which handle these complaints, or compile them, but that will be my next step. It is not the amount money involved, which in the great scheme of things isnt huge, but the principle that a responsible company should have an obligation to treat its customers with respect and stand behind their products and services. In this case with T-Mobile, that was a big fail.

Two weeks later, I get the preliminary bill. Lo and behold, two new lines are still on there!!! I call T-Mobile again. This time I am told that there was no UPGRADE offer... it was always an offer to buy 1 get 1 phone free if I ADD lines!!! At this point I am mad. They transfer me to customer loyalty. I get the same story. I asked how this will be resolved... I am told I need to keep one new line active, they will cancel the other one - but if they cancel both lines - I won't get the $790 rebate!!! Oh and I also learn that I had to actually visit some website and enter a promo code and APPLY for the rebate. The rep that processed the FAKE UPGRADE never informed me of this so I would have been waiting for weeks to get the rebate and never receive it - all while paying for a bogus line that I never asked for in the first place!

Beware, of these dishonest business practices by T-Mobile reps. Didn't Wells Fargo get in trouble for doing this sort of stuff - creating new accounts for customers that never asked for them. If anyone from T-Mobile reads this and wants to dispute my statements, please review the call recordings from my calls. The rep that processed the fake upgrade should be reprimanded or fired. If rep was just doing what management was driving - other significant steps should be taken to remedy.

This phone cannot maintain a call, period. Every call dropped, or I'm hung up on. After patiently trying to troubleshoot this issue with T-Mobile employees, over the course of several weeks (cell tower check, settings resets and a new sim card), a tech guy offered to send me to retentions to have my phone replaced with a factory sealed, NEW replacement. The woman with retentions was monotone, uninterested and rude. Furthermore, she was not conveyed a message of my issue from the tech services gentleman, as he said he would do. I had to start from scratch and listen to this person tell me that because I was past 14 days of buyers remorse, my only option was to receive a used, refurbished phone. In their own language it says that, under warranty, you not only have to pay for the claim you make on your lame device, you also will receive either a new or refurbished device.

Now, I know for a fact it will be refurbished, because they did this to me already after returning a brand new phone before. I asked to please have a new replacement, specifically, be sent out, with no chance of a refurb, as last time this happened I received an equally messed up phone. And why send replacement off anyway? The stores have new, unopened replacements ready to go... Another reason I know they only send refurbs, aside from my experience with this already. Let's just be realistic. Unhelpful, condescending and constantly reminding me that they "understand, however". In no other circumstance would you be given a used item as a replacement for something you just bought brand new.

I am irate and feel exceptionally taken advantage of. They are all smiles until you need them to make right an incredibly inconvenient issue that came from their end. Somehow their shortcomings benefit them at the customer's expense. Surprise, surprise... For what it's worth, I never, I stress never, write reviews. I also never send food back. This is purely out of helplessness and feelings of violation.

I have submitted my final Verizon bill for reimbursement and then received a text saying it was rejected and that I would be contacted by a T-Mobile rep shortly. I waited over a week and then called T-Mobile to see what was going on. They put me on hold several times and the call dropped. Called back and they then transferred me to another department and after 45 minutes told me that my bill submitted was rejected because the statement I submitted wasn't detailed enough.

This was the final bill I received from Verizon, with pages of details. T-Mobile then wanted me to contact Verizon to have them send me a more detailed bill... I waited for 45 min to speak with a Verizon rep. and they told me this is the only type of bill they generate. I called T-Mobile back and was faced with the same road block. As of now, I have paid over $800 to cancel my Verizon account, have not been reimbursed, and am being charged by T-Mobile. The coverage with T-Mobile is not anywhere near up to par with Verizon, as my service is constantly going in and out of range as I roam my areas.

I received the replacement device in on May 1 and opened the package on May 2. The replacement device was not a new device but was instead one that was used and also very dirty. I immediately called customer service and informed them of my dissatisfaction with the device and that I will not be using it, but will instead return it. The device was placed inside the box in which it came with the return shipping label. On about May 3 I dropped the box at a UPS drop-box located not too far from my home with no worries that the phone would not be received by T-Mobile. On June 14, I received a text message that from T-Mobile informing me they had not received the device and in order to avoid being charged for said device, I needed to have it returned by 14 days.

I immediately called customer service about the message I received. The representative to me "not to worry" as the device was received by T-Mobile, I think they said May 10 or sometime in May. Fast forward now to July 8, my T-Mobile bill comes in and it is over $800. Before reviewing the bill, I thought, maybe they're billing me the final amounts to pay out for handsets I have on the account. But still, I was concerned as I received no prior communication about such an arrangement. When I opened the bill, I saw that $499 was charged in the bill because the phone was not returned.

Again, I called customer service and told them of the charge on my bill, but that it should not be there because I returned the phone since May, and received confirmation that that phone was returned from a previous customer service rep in June. As per usual, the rep told me "rest assured", this issue will be resolved. The rep proceeded to submit a "research handset form" and told me that an email of that submission would be sent to me. Because of my previous experience, I asked for a confirmation number, I received a transaction number. I was told that with about 30 minutes, I would receive the confirmation email and also, my bill would be updated to reflect the credit of $499 (because I had returned the device).

Today is July 10 and my bill is still over $800. I called customer service and again relayed the issue (extremely frustrating), I was told that she was not able to see that the device was received by T-Mobile and this is why the "research handset form" had to be submitted. Remember that when I called in June about the text message of the device not being returned, the customer service representative told me he was able to so see T-Mobile had received the device. Now, I 'm being told by another representative that customer service is unable to see such information in the system, hence the need for the "research handset form". On top of this, I have to wait between 8 - 21 days for this form to be processed.

I have been a T-Mobile customer since 2015. I started out with a family plan that consisted of four people, each bringing their own device. Our bill the was standard and straightforward. After the first phone upgrade, and subsequent addition of lines to the account, my bill required detailed review each month. Every month since about May 2016, I have to set aside time to go through my bill and ensure everything that is being charged for each line is correct. Almost every month, I have to call customer service about some error on the bill. Calling customer service takes me about 2 hours each month. This is resulting from me needing a breakdown on most if not all lines with their individual charges.

Other issues come when I have to call multiple times to get an issue resolved. This issue each time I call about it, the rep tells me "ma'am, rest assured this problem will be resolved" or "ma'am, I assure you, you don't have to worry". I completely hate when they say this because I know that I will need to call back again and again for the same issue.

A most frustrating incident occurred in abut October 2016. I was adding a line to my account, and the person to whom that line belonged went to a T-Mobile store to do so. For a reason, I still don't understand, the T-Mobile store representative replaced my "primary account holder's" phone number with the new phone number. Bear in mind that this new phone number was to be added to my account as a new line.

The other individual and I was not aware that this happened until the following morning (waiting period for number to port). My original phone number was lost, and my phone number became that of the other person. After calling customer service more times than I can count, getting our rate plan changed (multiple times, which was unnecessary), being told different things that can and cannot be done to get back my number and have my account returned to the original state, my account issue was resolved about 1 month later. However, of course, as per usual, I had to call again to dispute various charges on the bill because of the changes that were made during the whole fiasco.

With all this frustration, some may wonder why even bother with T-Mobile for so long. I am currently a student with an extremely small budget, and though I am frustrated, the amount I am currently paying for the plan I have, there are no other companies offering such a deal. Previously I had Simple Mobile for about 4.5 years, but I switched to T-Mobile when there was promotion offering 10GB/ line for $40 and at the time Simple Mobile was only offering about 2GB for same $40/ month. Also, Simple Mobile operates on T-Mobile's network, so I thought the service should not be different, but sadly, did not think about customer service and CONSTANT billing issues.

About 6 days later, I received my first bill- it was over $126 not including a $45 credit from buying back my at&t phone- so actually $171! I called customer service and got nowhere. I went on vacation in Vermont; I had all 5 bars and ZERO service. I used my fiance's Verizon phone to call TMobile... 1/2 hour later and no resolution. I was told they opened a ticket and rest assured, I would be taken care of; never happened- this rep was from the UK!

I got home and got my final AT&T bill- it was over $700, T mobile never paid them off! I called customer service again; only then was I told that I would have to go online and fill out a form, and that it would take 6 weeks or more to process for a gift card NON REDEEMABLE in cash to pay off AT&T! They were never going to pay AT&T off as I was told they would. I also asked if they were going to cover any late fees associated with not paying it off like I was told they would, and of course, they said no- so now I'm in the hole for over $700 plus late charges.

I received my next bill...$195!!! Called customer service yet again, this time questioning the buy one get one free offer; again, being told for the first time ever, I have to fill out an online form for the rebate! The following week, I was told by customer service that I WAS REJECTED, as the promotion ended the day before I signed up; so now I'm in for over $1500! I I asked to speak to a manager and was told to go back to the store, which I did. The store manager called a "district manager" and was told it would take a few days for a response.

Now 3 weeks later I called customer service and they service issues in general (every time I've called about service issues I got different responses about "settings") and then asked how long it takes the "district manager' to respond; I was told no more than 2-3 days and that I should go to a different store - so I went to Verizon!!! I ported my phone's over, so I could keep my phone number, and 2 days later, I put everything back in the boxes and took back to the store for a full refund.

A different store manager spent over 1.5 hours trying everything possible to give me a refund and was repeatedly told NO; EVEN AFTER TELLING SOME MANAGER THAT I WAS DECEIVED BY THE STORE REP ON SEVERAL ISSUES AND IT WAS THE STORES FAULT, the person on the other end said loudly enough for me to hear "it's not our problem- tell him their hands are tied- the bill is due in full"!!!

I am writing you, the PA. District Attorney's office, the United States District Attorney's office, the Better Business Office, the Federal Trade Commission, the Federal Communication Commission and my local TV stations, as well as my local police department and reporting this as FRAUD! In my opinion, T mobile should be shut down permanently!!!

My phone was finally working then one day the power button gets stuck. I can't turn the phone on or off. I had to take the battery out then put it back in to get the power button unstuck. I figured the button getting stuck was a one time thing but it happened 2 or 3 more times. I went back to calling customer service but they just told me there is no known issues with the phone or on their end so there is nothing they can do for me. Then they told me I can do another warranty or pay 125 to get a different phone. I pretty much laughed on their face. I am not doing another warranty to get the same phone just to have the same issues and I'm most definitely not paying 125 for a different phone. So I told them I'm switching carriers and instead of trying to keep their loyal customers, they didn't talk me down or offer me anything at all to keep me from switching. I don't know how they can win customer satisfaction awards. I'm done with this carrier.

We will no longer be using T-Mobile as this isn't the first time this has happened and we weren't able to get an explanation as to why we were charged all these extra fees. Ridiculous. If you are looking to use T-Mobile be ready for service that goes out often, and being charged "late" and "suspension" fees without explanations. Don't waste your time or money!!!

Second story: my son recently purchased an iPhone 7 from the same store. The T-Mobile representative told him the external speaker comes with it and my son was under the impression that the speaker was free. When we received the bill we found out that they charged him $299.99 plus tax for the speaker. To end the stories I just want to express my feelings and say T-Mobile customer service representatives only sound very helpful but they are not because at the end of conversation nothing has changed and you just wasted your time.

To me hiding the policy content is just like lying and lying is considered a crime in any court of law. What I understand from T-Mobile policy is that if you don't know our policy we cheat you. It is very sad not to trust but unfortunately anytime I trust I get screwed. I still don't want to accept that all human good and positive relationship values are replaced with money. I hope no one else runs in to similar situation but as we all know that is just a dream.

I then got the idea that maybe if I put the SIM card in a different phone and try to receive the text that way, it might work. She then said, "Well, I will give you 2 minutes to do so". Wow, now I am on a time limit with the phone call! Unfortunately, I tried it and it still didn't work which suggests a problem with the SIM card. I suggested that since I have 5 other lines, how about they send the text to my other line so I can receive it and read them back the ID code. She insists that she is not able to do so. She then asked me if there is anything else she can help me with. She had not helped me at all. I then called back and spoke to Kamel ID # ** at aound 7:20am who also insists that they cannot send the text to my other phones, that they have to send the text to the line which I am activating. She was rude like Erica and did not show any interest to help. How do I receive the text if that phone and SIM card don't work?

Finally, I called again and talked to Lagacie who tells me that they CAN, in the T-Mobile policy, send a text to my other phone number as long as they ARE talking to the Primary account holder, ME, who they have already verified through the security questions. I am a physician and not a tech person. However, in my opinion, Johnny ID # **, Erica ID # **, and Kamel ID # ** are incompetent and are not qualified to be doing what they are doing now. T-Mobile needs to have a better way to hiring people who are competent in solving problems for their customers. People need to have some common sense and most of all, need to treat their customer well. I did speak with Ralph on 6/29/17 who was extremely helpful, the best so far. He sent me a text with his ID # but unfortunately, I can't retrieve my text right now. I hope T-Mobile can look up the records and find out who he is and promote him to be the supervisor to take the place of Erica.

When I got my last bill it was $2000.00-$890.00. I sent AT&T their money and waited for T-Mobile. Short time later I get debit card for $890.00. I call and was told that our phone only valued at $250.00, was the max of one the others was less. So I am out $1100.00 to AT&T and I am now paying $319.95 for the free stuff and $3479.96 for 4 phones I didn't need and every time you call my son phone you get a busy signal. You have to text him and he will call back. I was with AT&T 22 years, I should have stayed and paid data overage each month. And my sister who told me to change can't use her phone everyday.

I said "That's just bad business." His response to me, "Everyone in the industry is doing it." My reply, bad business practices are not made better by declaring "everybody is doing it". I will NEVER consider T Mobile services in the future. I had a good opinion of T Mobile until this incident. Being money grabbers over $40.00 or so is buying the T Mobile company a huge amount of bad marketing as I'll never refer them as a cell service provider to anyone ever!

I called them and said because I had my new Carrier stop my account. They charge me for the full month because of the work they have to do to close my account, and that I should have called and canceled with them first. Doing that would have cost me my phone number and wasn't an option. When I switched over to T-Mobile, my previous carrier stopped the billing that day. All in all I paid over 250 dollars for 11 days of T-Mobile Service. I will never use them again and will let others know to avoid T-Mobile when choosing a wireless carrier.

Their answer was to say we needed a new phone, and charged $25 more for another SIM card setup fee, even though it was within their 14 day period to return a phone. Guess what - the new phone doesn't have any faster data speeds. They do not care. They say now that "we should buy a nicer phone". This phone was purchased (from the beginning) to be used as a WiFi hot spot, and it barely functions as that. We have not been able to get the $25 refunded. What a joke.

Second - Hidden prices. When I went in to repeatedly complain about internet speeds, they said, "Well, the $100 plan doesn't really give you high speed internet". What good does 30 GB of "unlimited" data do if it is as slow as a turtle (or 10+ years ago it would have been considered fast). Third - We had a "International dialing package" added to our account without our permission for $25 per month, and then they charged this twice so now our bill went up $50 per month without any authorization! This sounds a lot like other companies (Wells Fargo and CenturyLink recently) and if T-Mobile thinks they are going to add customers by doing this they are crazy! After much discussion with their "customer service" department in another country (India?) they supposedly are going to credit next month's bill for this $50 charge.

Fourth - At the store, they say they need to check your credit to see how big your deposit is on the phones, but that it won't affect your credit. What a bunch of BS! These people don't tell the truth on anything. The sales agent was either poorly trained or was trained to lie at every opportunity. Overall - best to stay away. Verizon, AT&T and Sprint all have better coverage. Find their plan that is cheaper and do that, you will not regret it. I have used all of them over the years and was happier there than with T-Mobile. Although we left AT&T over their high pricing, now they seem to have a much better rate (probably to compete with these thieves).

I was on the phone for at least an hr. Been transferred from one customer service to another. All saying, "oh we need to re-broadcast your number since it didn't happen properly". None of them knew who could really help me. And they didn't care. I am considering returning to Boost Mobile until I figure out something, at least I didn't get this kind of service with them. Terrible service with T-Mobile and poor transfer service for new customers. Not worth joining this company. Very unfortunate.

I realized T-Mobile coverage was just as bad as before. (The reason we changed in the first place.) Then we got our bill and noticed a 400 dollar item, a 200 dollar item, an undetermined item 199.00. Called customer service. They said they didn't care what the salesperson said. We missed the promotion. After arguing I was told to go back to the store and I could return the items. Of course they wouldn't. Honor the promotion. We decided to switch to Verizon. We called T-Mobile explained that we were switching to T-Mobile and needed our last bill in order to get 600.00 from Verizon to help pay our bill. This was April 14th. From then until June 24th T-Mobile made sure they waited 62 days. They went into our account and took out almost 1,400 dollars to pay off the balance from the final bill. They still have not sent me.

It's okay for them to take the money. Just not okay to send me a final bill so I could receive the 600 dollars from Verizon. Who were nice enough to give me 60 days. Amazing how T-Mobile took 62 days. Still didn't give me the bill until after they took the money. On top of which every time I called I got connected with someone in a 3rd world country that could barely speak English. To top it off I go to work. My coworker is on the phone arguing with T-Mobile about his bill. He hangs up and says they screw up my bill every month. How does this company continue to exist? Oh that's right by going into the bank accounts of ex customers and helping themselves to any money they feel is owed to them.

Whether it's true or not. Don't I say don't agree to any type of automatic withdrawal or you will get ripped off. You don't have to know how much you owe. Since they have no idea how to send a final bill. They only know how to extract it from your account. Stay far far away from T-Mobile. If you don't want to go through what we went through. Don't believe me. Go back and read all the reviews before mine.

Also, we got emails almost daily from T-Mobile representative with "specials". I finally "bit" and accepted a "free" tablet. It should have been free as it had very little memory and I could not download any additional apps. After that, I blocked the emails from their rep and sent them to trash. When preparing to move to another carrier, I found that I still "owed" $92.00 for my "free" tablet. What a rip-off! As an honest business person, I don't understand why businesses feel the need to result to such deceptive business practices.

On March 9th we had bought the last two phones the S7 Edge buy 1 get one free. We got one phone in the mail. We activated it. The second one came in the mail with a case that we had ordered. It was the S7. Wrong one. Contacted T-Mobile and said it back UPS. We waited 30 days. Contacted T-Mobile to make sure they were sending out the right phone. They informed me they have not got it yet to call UPS. I contact them. They lost the package and cannot find it so they had to do a search and said it would take 2 weeks. I notified T-Mobile.

2 weeks later I call UPS. They say they can't find it that we have to file a lost package. I cannot since I'm not the shipper even though I paid for it to be shipped to me and shipped back but it was T-Mobile's label so I contacted TMobile to file the report. They said they would. It could take up to 30 days. 30 days later I contact him. It was never done. I speak to a manager. He guarantees me he will file it. I called back 2 weeks later and they closed it because they couldn't find the shipping label that I sent out that they gave me instead of calling me so I spoke to another representative. Got it opened back up.

About three weeks later I call UPS to see if there was a claim done on it. They said no. T-Mobile never contacted them. I asked why they can't do the claim since they know they lost the package. They said the center has to so I contact T-Mobile to see why and they said it's in the process. In the meantime the S8 plus comes out so I was wanting to return my phone to get the buy one get one free. They said it had been too long that I can't even though I explained the situation that I was waiting on them for the other phone so I decided I was going to trade in the S7, lose money and get the buy one get one free S8.

After three and a half hours at the T-Mobile store we leave with our phones and about 30 minutes later we get a call from the representative saying we did not notice but, "The plan you have is an old plan. You do not have the new T-Mobile one" since we are grandfathered in so we will not be getting the rebate on the second phone. I said, "No. I'm not paying $1,800 for 2 phones when I just lost a couple hundred on a different phone that I got from you guys." So had to go return the phones back in which took another hour of my time to call T-Mobile because they already sent out the old phones back to them.

Needless to say we just got our phones back and TMobile says I waited too long to file a claim on the Lost package. I will not be getting the phone and I will be paying for it. It's **. They probably already got the money from UPS. They're thieves. After so many years of being with them I am changing to Sprint. There is horrible complaints about all companies but I will not give them another Penny of my time or money. As much as I have spoken to them on the phone it could have been my full-time job. It was 11 hours last week of the phone dropping the call after talking with a representative for over an hour and they don't call back so you have to explain it. I have no idea what is going on with T-Mobile. They used to be so good. I've gotten to the point I don't care if they give me free service for a year. I am not taking them back.

My wife and I always feared driving out in the country, having no service and something happening where we needed to call for help. Also if you are in a building there usually is no service either, many times I would have to outside and wait up to 5 minutes for the signal to return. I never had any of these problems with other cell phone carriers.

I recently dropped one of my T-Mobile lines and switched to Verizon. I can significantly see the difference in both customer service and coverage. I always have service as I drive in and on top of mountains. In rural areas and inside buildings I also have service. I will be switching my other 2 lines and canceling T-Mobile and probably never returning. They are not able to fulfill my needs anymore.

Now I am being told that the contract I signed was an 18 months contract which has a stipulation that says device could be purchased by paying the remaining balance. I asked them if they can produce the copy of the contract I signed but I was told they can't go that far back on their system to produce the contract I signed. This company takes advantage of hard working and unsuspecting individuals by employing improper business practice. It is about time for the FCC to protect the consumers from this corporate vultures.

Plus if I want to do anything even though they swear I have equal authority as my husband & I have my husband's ss number, l am still required to obtain his permission to do the simplest things. For example, activating my new phone. I must be put on hold, why they call him to obtain permission! Plus their selling point "Get unlimited 4G data" is an absolute straight out lie! You have a limit, and once that's reached, your internet access slows way down to 2G and thats if you're even lucky to get internet at all. Dropped calls, no internet access, over priced phones, overpriced service you must argue with monthly, lousy service, lack of cell tower coverage on the west coast and 0 privacy! BUYER BEWARE! THIS IS A NO BRAINER! STAY AWAY FROM THIS COMPANY! ABSOLUTE WORST!

By May, I had still not received anything, so on May 1, I called to inquire about it. I was told that I should receive a card with $350 on it in the mail by May 19. Today, June 7, I still haven't received anything, so I called again. I spoke with a CSR, who said there was no record of any of this, and the Google Pixel promotion has ended, so I will not receive any promotional reward at all. When I asked to speak with a supervisor, he told me that I cannot speak to a supervisor. When I insisted, he put me on hold and after several minutes, the line disconnected.

I then called back and spoke with another CSR, who told me he saw the promotion in my account, and that I should receive the reward 2-3 weeks after it was approved. Yes, he acknowledged that it was approved on March 31, and didn't seem to see the issue with that. He gave me a URL and tracking number to check on the status of the reward, and it shows that I should receive $13.55. This is clearly not what was promised.

I also asked that CSR to speak with a supervisor, but he said that in fact, there are no supervisors on duty, but gave me an 877 number to call for a supervisor when they may be in. I also asked that this be escalated, because this is clearly a breach of what was promised. He simply sent me a text message saying he has addressed my concerns. Rest assured, my concerns have not been addressed or resolved.

I called repeatedly and never got my refund, so I returned to the local T-Mobile store and ask that they escalate this to upper management. They gave me Steve ** the north California Market director. He escalated the issue and I received notice by email that the warehouse had not received the phone and to go to the local store where I purchased the phone. So I still don't have a refund after returning the phone and it's been over 90 days since I tried to return the phone at the local T-Mobile store. I paid $488.26 for the phone, security deposit, and sim kit.

Their contract says 14 days and you can cancel free and clear... I canceled after 10 days. I thought I was good. I had already paid out of pocket over $400 to get 3 phones, cases and headphones. I returned my stuff. I received the booster in the mail 3 days after I canceled. I went to UPS sent it back and called T-Mobile with the tracking number. They said, "call back in 3 days". When I called back they hadn't received it yet call back in 3 days... 3 times this goes on. The last time I called them they said, "it was taken care of, you don't need to call back." 3 months later... I get a collections letter with an additional $16 added to past due balance that I was not even aware of!!! I will NEVER do business with T-Mobile again. NEVER! I will also Never recommend them to anyone either.

But I would advise anyone to first make sure a mobile carrier has service in your area before signing any long-term contract. With my previous service, I did not check to see the coverage for my area and was stuck paying $150 a month for no service. The only reception issue I have had with T-Mobile was when I was traveling through the mountains in western Pennsylvania where I could not get streaming music on my smartphone. T-Mobile has maps online that show the areas where they have service and those maps include mountains where towers are available but since I rarely travel through mountains I don't really care.

Also, I do not advise purchasing phone service through a store other than the carrier's store. I bought my first smartphone and service at Best Buy and the salesperson lied to me about the period of time I had to return it so I missed out on returning it and cancelling service. Verify a return date before signing a contract if you go that route and don't just take the salesperson's word like I did. I was led to believe he was a salesperson for that mobile carrier when in fact he worked for Best Buy so he either lied to keep a commission or was uninformed of the service.

If you plan on getting the latest and greatest phone when it comes out I recommend getting the Jump service where you can swap your phone. The Jump service isn't that expensive per month. I highly recommend T-Mobile. If they weren't any good I would have gotten rid of them by now because I have had many different services through several companies over the past 20 years. So far I am very pleased with their service.

Next out of the blue the Manager said as a benefit of the Black Friday we all were going to get a free tablet to take home with us. I said to the lady, "We, have no desire for a free tablet, we have tablets running out our ears." and personally I and my wife own at least 5. "Well if I don't give them to you I will have to just give them to someone else. Your loss." I said to my wife it may be a good idea to just give them to someone that needs them for a book or for a kid in the car to be entertained. We both said, "OK". She excused herself and stated it would take a while to get these all set up before we would be able to leave. I said, "Fine we will just talk. You do your work."

Upon the sale of the equipment I told the lady that I did rural installs for a product and have to be able no matter how rural it is to connect to any cell tower to give my morning call to a customer before I approach a house initially. No matter how rural it is we could always make a call as T-mobile has the best coverage of all. I said to her "if you do not have the type of coverage you say that will be a deal breaker as we make money with our phone and if we could not communicate we could not do business." OK well call me naive but I said OK, well I used to have AT&T and would like to come close to that usage. Not a problem. I decided then and there that I would just give them a chance.

OK well here is the sum. The first time I went out to work I had no phone to notify my client before I arrived. Consequently on no highway was I using was T-mobile able to give me the power to talk so I had no ability to do my job correctly. In addition to this we were accustom to running up and down Interstate 20 between Midland and Weatherford, TX. AT&T was capable of giving me a signal all up and down 20 for some reason, but this anywhere coverage was not capable of giving what we needed.

I called the manager at the store whom conveniently was unable to take the call. And then I called the Tech support people and asked them how come they could not get on the very cell tower I was reading as an AT&T tower that I was scanning in front of me. I thought they shared some towers. I said to the fellow I had on technical support. "Hey this is not going to work, can you share these towers or not?" "Oh yeah yeah we can do that." I said then that I wanted him to switch me then. He said well it would take him a few days to get things setup and a work order was being sent etc etc. Give him 3 days and he would call me back as to the case and inform me what has happened.

In the meantime I get a chance to open one of the boxes that the tablets came in and I saw a pretty nice little tablet. I turned it on and it proceeded to ask a couple setup questions as most things do and then asked me how I wanted to connect to the INTERNET. I thought well my home WIFI is this thing for real as it was offering T-Mobile to be able to browse the web with a internal chip that T-Mobile had put in the tablet. I thought Wow, I did not order another line. I only said it was ok to give us a free tablet. Wow, I am beside myself by now.

I continued to use the phone and then started to investigate it. I figured out after a little time scanning the systems setup and all that whenever the phone called the first thing it does is see if there is an active WiFI internet connection and then it connects to it for a VOIP call if it can so it really is not using any resource of theirs. And that was the default setting on that particular phone. It was at that point that I begin to think (what a bunch of scum suckin ground crawling phone pimps). And in the case of a person having WIFI in their home these guys are sucking off them. As soon as you go away from an active open WIFI or keyed connected WIFI you don't really have that all over connection they talk about. So it really is not capable of cellular activity on its own away from a WIFI connection. The opposite it true.

Aha the guy calls me back and tells me "which way are you going tomorrow and can you test it and see?" I said what? You want me to go back to the tower and all or what? He said well he and some other techs had made some adjustments. Really. I mean dude, you guys either have a cell connect or you don't. I cannot help you guys, not your technician.

Fast forward to the end as this is getting quite long. We traded about $1200 or so dollars worth of phones in and we were reimbursed over time for those. At no point did we get an account that met what the Manager sold us on South Hulen St. in Fort Worth. This company cannot at this point deliver an everywhere type of cell phone service as far as I need which is if there is a tower there I want on it immediately.

Shortly thereafter we moved service to Verizon. Not as good as AT&T but they will do for now. We later got a bill for the new phones we traded into Verizon which Verizon would drag and drag their feet on giving us the 1800 plus dollars. They would only give us credit toward our bill online. Which we were pretty pissed about. But what do you do? These Corporate ** you know are just doing their job. And guess what. They got your number and the lawyers. So if anyone got treated as I did and run over by T-Mobile well let's all lawyer up. After 16 years of AT&T and never even a late bill I am wondering if any of them would have had a quality customer.

We in this family look to T-Mobile as being the primary cause of difficulty in the communication department due to false advertising and then stringing us along and telling us they could not take the equipment back after the 10 day grace period which all technicians and customer reps said they would overlook because they would fix the matter. So if they tell you that, don't believe them final comment. Buyer beware of T-Mobile.

Anyways, my last phone call they finally decided to call UPS and file a claim themselves and now they are saying that it's going to take another 7 days and that I'm responsible for the payment of the phone. This is what sucks, I did everything I had to do, I requested a shipping label, I took it to UPS, and been waiting for a long time so that they tell me I have to pay $850. They don't want to hold UPS accountable for the thieves they have as drivers and prefer to lose a customer like me. I have 10 lines and 1 internet line and I have never been late to any of my payments. The way T-Mobile appreciates their good customers is very poor. I really like the service but cannot afford to be nervous when ordering/returning devices from them since they don't do anything to find out what really happened and just expect me to pay for something I returned.

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.