T-Mobile Reviews

I have been with them almost 15 years. You think they would really have some loyalty and not care so much about the bottom line. Absolutely sick. Guess I will try writing the CEO, John Ledger at headquarters. I am sure he could care less, but I will send copies to the FCC, Better Business and the State Utilities Commission. At least it will be in file.

Was put on hold on and off for 2 hours then told they couldn't refund me, after they had me scratch off the recharge card to activate the account. I've traveled in developing Asian nations for years - never had a problem with a SIM. T-Mobile's service and customer service is worse than: Indonesian, Vietnam, Malaysia, Thailand and China. Worst service provider I've encountered in the world. Well done you.

So I thought I got it corrected, and it seemed to be, then they charge $5 to pay over phone with a customer service rep normally, but they said they would waive this. But the next month, not only did they not switch my plan back to $100, they charged $5 for the payment over the phone with the CSR that they said they would waive. It's not like putting your card in over the automated system is hard at all, and I always do that, unless they say they will waive it, but now I WILL NEVER do that again. So, these charges keep going on from month after month, and I have to call in month after month, and in May, they switched my plan back to the $120, I guess just for kicks. So I call in, and every time I call in I spend 45 to 60 minutes waiting and explaining situation to 3 to 4 people. They always promise and say they will do something but never do. This CSR promised and promised to waive the $5 fee and begged me to take payment over the phone.

I finally agreed. Guess what ended up on my June Bill, due June 21st. $5 payment assistance fee. And now, Liz in CS said that there was an installment payment on my phone when I called in, $.34 per month I had been paying on my phone, and that they never applied the credit to my account for purchasing the phone in the store. SO on and so forth. She swore she would get this credit on my account, and call me and email me when it was applied. Guess who never called nor emailed, nor credit applied. So I call be 6 days later, and Phil told me on June 27th that he would call, and never did, because credit wasn't applied, and every time you get someone different it is just different crap coming out of their mouth. Then Jeff from Customer Loyalty in Montana or somewhere mountain time I believe tried to tell me in early July that there were additional charges on my bill and I couldn't understand them without seeing the new bill.

Basically, he tried telling me that my normal $106 per month bill, was $219 because of proration charges because I switched my bill, and wouldn't let me talk, not even finish a sentence. He insisted he would send me the bill, and because he was a "man of his word" he would call me at 6 pm my time, on Sunday, and guess who never called, Jeff from Customer Loyalty. I was supposed to be current, but they had me owing $115 extra dollars in 1 month, and shut my services off. I had to call in 4 times on a Sunday. Finally got a CSR that listened to me, got my services back on, and was promised that this charge would be taken off. It never was. T-Mobile does not care about you or your situation. They will say anything they can, and try to make you feel stupid, and overcharge you here and there.

Their game plan is to charge a percentage of their customers a little bit a month, and most will just pay, and the ones that call in they will just pass around until you give up. It is a horrible company for what they offer. And it truly isn't much. They don't have good coverage area, they don't have any Customer Service worth your time, but are cheap. You get what you pay for, cheap lies and guarantees that are worthless. If you want to feel disgusted about your cell phone experience, and get lied to and have A LOT of LOT of time to waste talking to someone who cares nothing about you, and have little coverage area, sign up with T-Mobile. If you do not like these characteristics then STAY AWAY FROM T-MOBILE.

I called back, spoke to a rep, was placed on hold, waited for 15 minutes and the call disconnected. I called back, spoke to another rep and was told that I should have had ported a line in from a different carrier, which was not disclosed anywhere on the promo advertised online (which I also have a screenshot of) nor was I told of it when I ordered the phone nor when I called inquiring last month why the credit was not reflected on my last statement. I asked to speak with a manager (Janet) who was no help whatsoever.

The previous rep said that they dropped the ball for not informing me, and the manager also admitted that I had not been properly informed. Ridiculous. I told her that I had a screenshot of the promo and could email it to her, but she said that was not possible. I am very thorough and read everything, even fine print, since I am in sales and know as well that there could be a catch. I never read anything about having to port a line from a different carrier in order to receive a bill credit for the phone, which I also paid in full.

I have been a customer with T-Mobile for many years and have always stood up for them whenever I hear my friends or people talk about their poor customer service or dropped calls, etc. I feel bad for doing so because I finally got a taste of the extremely poor service I received by the highly uneducated people they have working for them. Extremely disappointed. I currently have 4 lines with T-Mobile, but not more. Tomorrow I am switching over to another carrier. Terrible customer service!!!! From a very pissed off and loyal prior customer.

I finally just had to clench my teeth and just pay it with a deep sense of indignation. I have never had to deal with lying customer service who entered in their record that I cancelled the account because of the bill. I neither said that nor implied that in any way. It was a very unfortunate experience. I will never do anything with T-Mobile. Neither will I encourage anyone to deal with them.

According to T-Mobile's map coverage website I should have Excellent signal outdoors and in most home and big buildings. http://www.t-mobile.com/coverage-map.html. Well that's not the case. I have no signal indoor or outdoor. Could it be my Galaxy S6? I don't think so. 2 of my colleagues are experiencing the same network issues. 1 has an iPhone 6 and the other has an older generation iPhone - both with zero signal. My other colleagues who have Sprint, Verizon, and AT&T all have good signal. I don't know if anyone with Metro PCS, Boost, or Virgin Mobile users get signal here but based on my experience I wouldn't be surprised if they do, except for Metro PCS since I believe they use the same network as T-Mobile. I can not send or receive text. All of my apps say no internet connection. I can't make or receive phone calls (no emergency calls).

What is wrong with this company? I get my text messages and missed phone call VM while I'm driving home from work. Do yourselfs a favor and spend a little more money on a different carrier. If you can't afford to spend more money then go with Boost or Virgin Mobile. You will have the same or better service with them. This is not a fake review. I am a very upset and dissatisfied consumer who still has T-Mobile and would like for T-Mobile to reimburse me for services that I am paying for which I can not obtain. If this is not possible then at least fix your network issues as it was previously working without issues.

So a week ago I called and wasted an hour and 25 minutes being transferred from one customer service person to another and repeating my story. They said they would "investigate", which means cutting off your service!! For a week nothing except receive 17 text messages from them of the same content, that I had a "ticket number" for my case. They said it would be resolved in "72 business hours" whatever that means. A week went by and no news, no service. Called again and got transferred three times and got three different answers: it is an outage problem, it is a tower problem, and my personal favorite, "there is no problem with your service!!!"

Where do they hire these idiots from? Finally I said I wished to cancel my service and got transferred to the "Loyalty Dept." who tried to convince me to stay with the company. I hung up. I will go to a store and request the same. Oh, almost forgot. Already been to a T-Mobile store three times about this. I am a fool. I hope there is a special circle of hell for people like this company employs.

T-Mobile tells us that once the device is "officially checked in" it'll fall off the bill and the extra payments will be applied to our current bill. This seems to happen in June... but wait, now our July bill is twice the norm and the phone is still there! Call today and they tell us, "Well, the warehouse can't find the phone, so..." So what?! That's no longer my problem! They tell me to call UPS, who tells me that once it's delivered and SIGNED FOR it's no longer their business, which I agree with. T-Mobile says, "Yeah we received a package, but how do we know there was a phone in it?!" Wtf?! Now they're calling me a liar because of their warehouse ** up! So now T-Mobile is trying to get us to pay $700 for a phone that we don't even have! Warehouse received it on the 31st, but they said that the sim was turned on 4/1. Mmmm... maybe someone at the warehouse turned it on? Can't they check the sim to see where it was used?

I can't even express how pissed I am! Two weeks ago they told me not to make a payment, they'd put my account on hold and someone would call me back. Nothing and now my bill is ** ridiculous! Moral of the story - DON'T EVER PRE-ORDER ANYTHING FROM T-MOBILE! BUY IT FROM THE STORE! It sucks because I really like T-Mobile. I love my phone, I love my plan, but their customer service leaves much to be desired!

Now, my credit has been shot for T-Mobile's fault and been getting jumped around to try and have these ** fix my credit. Then they said they've made adjustments but I still had a balance of less than $100 for using their services. I demanded T-Mobile to fix my credit because of their stupidity and they said that they couldn't do anything and that I needed to contact the collection agencies. I have just been getting routed up and down, and this is complete B.S. I will probably have to talk to an attorney regarding this. All because T-Mobile's fault! Hopefully, I have a case a sue this P.O.S. corporation! STAY AWAY FROM THEM!

So... TELL ME WHY... I received a text AND an email this morning stating that Anti-theft was not disabled, therefore I would receive a credit of $0.00... Excuse me? I know for a fact I disabled my account and wiped my phone. Fast forward to just a few mins ago: I call T-Mobile to inquire about this. The CSR goes around and around in circles for at least 5 minutes about what needed to be done in order to receive credit - no water damage, etc. I keep explaining to her I already am aware of that, and that my specific problem relates to Anti-Theft. She continues to ask me if I have already shipped my product in, which method I used, and if I had received a response regarding the status of my device... I explain to her - again - that Assurant already received the phone and that T-Mobile themselves sent an email/text about my anti-theft not being disabled.

After placing me on hold for another 10 minutes, she finally tells me that no one has notated anything in the system regarding the status, and to call back in 3 business days. So I take things a little further and I call Assurant Solutions. These people have the nerve to tell me they have no idea what I am talking about, and that I must contact T-Mobile. I said that is IMPOSSIBLE as they are the ones who I returned the phone to. ARE YOU SERIOUS? Assurant Solutions is full of baloney. They are trying to claim I did not follow instructions in order to keep my phone without issuing credit, then they say they have no idea what I am talking about when I speak with them directly. This is nothing short of a scam, and despite my great relationship with T-Mobile, their decision to continue to use Assurant Solutions makes me question both their integrity and business practice.

Well, 10 days later I get a phone bill for $69.08. That's now approximately $15.00 more a month instead of $10.00 for 24 months and when I called to complain come to find out he sold me a new plan. Spent over 30 minutes talking to T-Mobile customer service today and guess what! They can't give me what he quoted me. I'm so damn mad with these jerks! They screwed me around over the last two dealings I've had with them. How can they screw the consumer over and over? They make you sign an agreement which who reads it? They print the 8 1/2" page on 1/2 a page and it's 8 pages long! No one reads it. They shouldn't be able to cover up their scams with these pages. I've wasted so much of my time with them. They are scammers!!! I wish someone would do a civil case against them. I've been with them probably 20 years. I'll be gone in the next 20 days.

I immediately notified T-Mobile and was sent another replacement. Unfortunately, there was a death in my immediate family, and though I asked T-Mobile to hold the phone at the store until I could return to the area, they did not. I then ordered another replacement, and after receiving incredibly rude service at the T-Mobile in East Hanover, NJ (which involved almost a two hour wait and included the manager locking the key to the replacement cell phone locker in the locker itself) was told that my phone was sent to a different store? There are even more twists and turns to this tale, but ultimately, despite 4 trips to T-Mobile, all while dealing with one of the darkest times of my life, I still do not have a phone and today was told by the "loyalty" program that they doubted my statements as I had been making calls on my phone (though later in the call was told they could hardly hear me on said phone...). Really shameful behavior.

Unable to receive calls, make calls or hold calls. Text messaging unpredictable in sending or receiving. Have 5 lines in operation (4 IPhones and 1 Android). When reported issues told that my storage was high yet on a higher GB in storage than previous handset with same line of Samsung Android (6S 32 GB replacing a 5S, 16 GB) with no greater applications running. Troubleshot, got boosters to each location to no avail. This is the first weekend 7/10/2016 since December 2015 that all lines working. Particularly difficult weeks 6/24/16 through 7/7/16. So dire was my experience through this period that at one point on 7/3/16, I had to call local police department to do a welfare check on my teenage daughter in another city at a shopping center because my cell would not connect the call over 4 hours of trying. (Exasperating!)

Called customer service to seek discount for services being billed and not available to be utilized. (One can clearly see repeated text messages and calls on my bill.) The literal response I got was - "Take the $50 credit or if you elevate your concerns to upper management that $50 credit offer is withdrawn". Who does business like this? If a casual personal phone user try your luck with T-Mobile. If reliability is a concern or if you are dependent on reliability for your business steer clear of T-Mobile hype.

Called customer service to see if they can assist me, was on hold for 3 hours (no problem, I understand long queues) but the rep that got me (from Philippines) transferred me back in the queue for another 2 hours. Ultimate complaint, poor customer service, call avoidance by transferring me back into the queue. Would always get rudely interrupted.

Second occurrence: Called T-Mobile to ask for assistance in billing. Was transferred multiple times before getting the retention department, so I kept jumping around. When I got to retention I wanted to do a complaint on Honey ** (Retention), Employee ID # **. Poor customer service, rudely interrupt me, place me on hold without permission. Attempted to refuse me a supervisor. Requesting for call to be listened to a complaint on Joel ** (Honey's Supervisor), Employee ID # **, refused to provide me a resolution, refused to provide me corporate's information.

Resolution: I would like to request the S7 Edge upgrade with the Gear VR free (promotion) if at all possible. Some type of compensation for the poor customer service T-Mobile provides every time I call. I would like to request for T-Mobile to train their agents and staff better to handle escalated situations because they lack empathy for individuals situations or attempt to hire better staffing crew for their customer service because as a paying consumer I would like to receive exceptional CS exp.

So be careful when switching, it is a lie that T-Mobile will pay for you to get out of contract. It just their way of getting you over with them and to top it off, the whole process of getting the money from T-Mobile took 2 and a half months so my bill with AT&T got put into collections. I am writing this to stop anyone else from going through what I went through the last couple of months. Even though AT&T is a little more pricey, well worth it than being lied to and told false information. DON'T LET T-MOBILE TELL YOU THEY WILL PAY FOR YOU TO GET OUT OF CONTRACT!

To add insult to injury, they billed me a device service charge of $3.75 after the cancellation. T-mobile's customer service and treatment of customers is "WORSE" than satellite TV. Unless you know it will work where you need their service, and you know it fully meets your expectations -- do not enter into a service agreement with T-mobile. My experience is they are good at marketing and sales, and terrible at service after the sale.

Also, I was put into a plan, which is not eligible for Samsung BOGO plan. So in conclusion, I will not get Samsung BOGO offer. They gave me option either to return it or keep using same plan. As accepted by TMO customer care, it was clearly fault of T-Mobile representatives who sold me this plan. He screwed everything - all paper work. As customer, I have done everything that has to be done from my end. I have all proof showing that I brought T-Mobile's line on 28th June with confirmation email. So after spending 2-3 days with unlimited no. of hours with TMO customer service, no one form TMO helped me (customer care, solution team, business team) and finally asked me to return phone back to T-Mobile. I was in family plan in AT&T plan which I cancelled. T-Mobile cheated me so that I can switch to their service.

They promised me that I got Samsung BOGO plan and denied it after I switch to T-Mobile. It is clearly T-Mobile's representative fault as he was incompetent in his job and was not aware of what needs to be done. And T-Mobile knew that very well from first go but instead of resolving it, they were harassing me by transferring my phone from one department to another. As per their records, nothing was issue. Of course, it will because they created it that way intentionally. I have all proof to prove them wrong. This is my first experience with T-Mobile and it was very, very stressful. I feel being cheated and exhausted. I spend all my long weekend on phone or in T-Mobile store trying to resolve this. Because of this, after I got headache and was bed rested.

I called customer care department several times including the Royalty Dept (Robyne, Lindsuy, Jerry, Kayla, Debby) but my request to fix those problems simply had been rejected and I was advised to return those devices if I do not want to pay any extra money. They told me that I cannot get 2 for 1 deal because I placed on the order after the deal was over and I signed the lease contract. The customer service rep and her supervisor told me that they could not honor the promotion any more. I argued that the mistakes were from the sales rep but from me. However, they simply said that they could not do anything for me but send return label.

In June, I wanted to buy a house and suddenly find a record on my credit history stating that there is STILL the amount for the range extender outstanding. I phone T-Mobile AGAIN and asked them what was going on. They admitted the oversight and promised me that they will get the collection agency to delete the item off my credit record. I phone 2 days later and they confirmed that they addressed the matter with Convergent but could not explain why the record has not yet been removed from the credit history. They gave me the details to the collector to inquire from them. Convergent stated that they returned the account to T-Mobile and cannot answer anything on the account. So, I am stuck. The record still shows delinquent and in collections, Convergent do not want to talk to me and T-Mobile state that Convergent did what they asked them to do. Where to now?

Randomly I received 2 gift cards for 'overpayment' on the account, something I was confused about since I NEVER had made such payments. Next BIGGER headache came as I'm trying to make sure my account gets cancelled. They will never do that, instead they send my account to collection for owing them money and arguing that I owed them money for service; HOW CAN I HAVE SERVICE WITH NO PHONES?!!! I called one last time, praying that I would get someone to help me. Well I thought I got someone, a "MANAGER" that told me not to worry that they will send a letter to the collection agency that the account was in fact cancelled.

Well, to my not so surprise, instead of contacting the collection agency to clarify that everything was a mistake on their end, they decided to just change my mailing address to some random house. I've given up calling these SCAMMERS. I WILL NEVER EVER EVER USE T-MOBILE OR RECOMMEND T-MOBILE, even if they offered me FREE SERVICE. Do yourself a favor. Stay away from these CROOKS.

So I got it replaced and the second is WORSE. This piece of ** dies on me at 80% (happened today when I was trying to hail an uber to get to work because I was late for a conference). And NOW the screen is dead but it's charging... WTF. I hate this service. I have been a customer for 3 years. And until now, I've had two other phones each of which I used for 2 years so I think it's safe to say I'm not careless with them (except that one phone that I broke when my friend accidentally pushed it off the table). Needless to say, I absolutely hate T-Mobile and their horrible 'CPO's. I have had refurbished electronics before and CLEARLY there's a HUGE difference. CPO isn't 'certified pre-owned' - it's something that was returned because it had an issue BUT the issue wasn't fixed like refurbished items are!

I paid off the remaining balance on my phone in the store (the end of May). Before I cancelled, I logged into my T-Mobile online to make sure my payment was accounted for and it was. My account said "no payments are due". I joined Cricket on the 10th of June after they unlocked my phone. After that, I tried to login to my T-Mobile and my account was not recognized. Since I had switched my number over, it would not let me access my account. It is now the 30th of June and I just received a charge on my account for $237. I called T-Mobile customer service for an explanation and the rep told me that I was being charged the EIP on my phone (which I had already paid in person) and the last bill for June. Since I didn't cancel before the 1st, they charged me for an entire month of service. The rep told me that when I paid what I thought was the payment for my phone, it went towards my bill instead and NOW I was paying what was left on my phone.

If you are going to be charged a ridiculous amount like this, I believe you should still be able to login to your account and see. The fact that they do not communicate this to you until you are already being charged is insane. T-Mobile service was definitely better than Cricket, but they try to get you for everything you are worth. Ask a lot of questions and double check before you think you are set.

So we lo and behold my husband and I thought this was just awesome!! So we get his sister to leave Sprint. They were paying hers off too and our bill was only going to be 220 with taxes which came out to be a few dollars more but with 3 people at unlimited it wasn't bad at all. We were paying unlimited for 3 lines with Sprint at 214 per month. (T-Mobile accused me and my husband of lying about that btw. Said no other provider was unlimited like them.) hahahaha right. So when it came down to the pay off of Sprint, we got a total of 500 and some change I think....for the lines combined. Wait what happened to the 650 per line?? I turned in my phones and pay monthly on them so why did you take Sprint phones if you're not paying the bill??? They claimed that because they gave me store credit it took 1200 away from that credit. HOLD UP. At no point in time was that explained or mentioned to me.

They had me get 3 phones and screen protectors and cases through the store so they would get their credit for the sales. Then say I'm responsible for the remainder of my final bill with Sprint. We talked to all kinds of people. My husband called and couldn't explain to me how that happen so I called, then the guy was like "this was already explained to you. Was it not??" Okay sir you're rude and I'll call all I want and have it reexplained all I want. You get paid to help the customer which again clearly this company has no value in their new customers. Our bill was outrageous and with the people and the constant awful customer service I had it. I think we had them two months. I called Sprint back and paid what I owed them...Begged them to take me back (lol) and they were very nice and understanding of course because they have always been great with us!!!

They were going to not only waive the activation fees, they got us a good deal. We didn't get the same deal we had before but I didn't care paying more and knowing that I'm being valued and taken care of. I waited over a month to receive my final bill from T-Mobile. I called 3 times to get it and they never sent it. One day I got 3 letters in the mail from T-Mobile stating that if I turned all my devices back to the store I would not have to pay for them even after I called their customer service department and asked how much it would cost to leave them. And according to them I had to pay off all the phones. ANYWAY. So I did that. They had me turn in 3 brand new iPhone 6s + to the Loganville store on the 9th of May!! Then had the audacity to put 17000 in collections saying I never did it. Got the bill yesterday. Luckily I have the return device receipts. But they said if they can't find them I have to go to the store.

The only thing I owed was my last month's prorated bill which again was never sent to me after the lady told me to wait until it came in and they would have it fixed. So now I have this bill in collections. I called then the bill collector said I didn't fulfill my terms and agreements. And that they would settle for 1100 hahahaha um no. T-Mobile failed to do their job by following their policies and procedures clearly or they would have acknowledged all device returns and sent me the bill prorated like they should have so I could have paid it. The guy was like they didn't do that because you failed to pay your bill. I was like...Had they SENT me a freaking bill to pay that was updated I would SIR. We just argued back and forth.

Finally I told him I wasn't paying it because I didn't owe it and I had proof. I told him I'm bit arguing with you because you clearly have no idea what you're talking about and I hung up. Called T-Mobile and they tried to tell me I didn't return the phones. I said "well luckily for me I have the proof that I did." Sooooo you need to figure out where those three devices are because I have receipts with times and dates, employee ID numbers and location where I turned them in. He said he would send an email to investigate it. I said "I don't understand how you guys can put my bill in collections when I did everything you asked me to." He said because they never were confirmed that they received them.

I said "OK well again I have three letters proving that I did, so when you find these phones you will take this off collections, correct? Because I'm not paying my last bill until it's done." He agreed and said that I could pay my last bill to them directly and the last bill would be taken off. He also said that once they confirmed my phones were turned in it would be immediately take it out of collections for the phones leaving me with just my last bill and collections (which shouldn't be there anyway) but okay whatever it will get paid. He said I have to wait until Friday of this week so we will see.

I put this review on their FB page yesterday got a response. Apparently they couldn't see anything because it's in collections. The lady said she saw where I turned the phones in but didn't understand why it was never processed from the store. I asked her "why is this on my credit if you see where they sent it?" She basically said she didn't know and told me the only way for me to be helped by them is if I file a dispute with the creditor. I tried that 3 times and these people wouldn't do it. T-Mobile said they had to, that it was my right to do so. One lady laughed at me when I told her I wasn't trying to argue with her. I just wanted to do what T-Mobile said for me to do. I told her that T-Mobile said they could fix this when they filed the dispute and the lady questioned me how they were going to help me. I don't know what they are going to do. She thought it was funny.

This is a nightmare. I had to get my mom on the phone. We told them we're also recording them. They refused to talk to us. I guess because they don't want to be caught being mean and hateful. Anyway my mom got nowhere with them so we are sending a certified letter stating I want to dispute it . Do NOT go to this company EVER!!! They will scam you and try to take your money! Yes I have all documents sent from T-Mobile stating they would charge me if I didn't return devices. I also told T-Mobile if they would just send me the bill for my month I would pay that which I had no intentions not doing so. The bill they sent me was for the 16th of May. They billed me for 1600 that was with the phones still on there. Then on the 19th it was sent into collections without being updated. Mind you the store has had them since the 9th. They were due by the 22nd due to their "jump" program or I would have to pay for them.

THIS IS WRONG WHAT THEY DO....They Are good at fast talking to you but are soulless... and no problem at taking your HARD EARNED MONEY. BUYERS BEWARE. I WILL LET everyone I know and meet... DO NOT USE THEM UNLESS YOU LIKE BEING CHEATED. One day soon they will be sued and Will Have to send everyone a check!! Watch what I say... They can only do this for so long before they really step in it!

When I finally got that straighten out in December of 2015, a T-Mobile rep talked me into doing the Jump Plan & getting the Galaxy s6 edge. Talked about all its good qualities and how I don't have to pay nothing, so I got it the end of January 2016. When I did the phone started acting up automatically. I went on vacation that month and couldn't get service so I was using my wifi calling, mind you wifi is free! I get back to my home and I see my February bill is about 300$ so I called in & they said they were charging me for out of state calls. I explained to them I was using my wifi. Mind you I have the unlimited everything plan so I shouldn't get charged whether I'm using Wi-Fi or my data. So I got that cleared up.

Then around March the phone started to give me a lot of trouble. I wasn't getting my calls or messages, my apps wasn't working, I would have no connection for hours. So that whole month I was calling T-Mobile and they telling me to refresh my connection & restart the phone and delete some stuff and all types of things. None of it worked so one of the reps finally told me to do a warranty exchange because I am paying insurance on it.

I did the exchange in April of 2016. Mind you I didn't have the phone for a whole 3 months and if it was suppose to be "New" why was it having malfunctions. So anyway I did the exchange and come to find out this same phone was acting the same way not letting me get calls, apps not working, my emails wouldn't go through. So I started calling them again and they telling me the same thing restart my phone, delete some things. And at this point I'm getting pissed because I've been having so much trouble with them, I know they gave me a refurbished phone because there were so many technical difficulties.

Then in June I get a bill saying that I owe them 400$ plus my monthly bill of 135.0. when I called in again to see if this was a mistake, they told me that the phone was damaged & that I must pay for it. I'm asking them how can that be when I sent the phone back in perfect condition, I didn't even have it for long. Nevertheless they said I damaged it & I must pay... Mind you THAT'S THE REASON I SENT IT BACK... It was not working from jump.

Now I'ma do everything in my power to get this off my bill because this is not right and I been a Customer for over 8 years, they was my first phone company. For them to be treating me this way for some money is disgusting. I can't wait til I'm finally done with all of this. When I read other complaints about this phone specifically they all had some of the same experiences as me which is why I decided to write as well. T-Mobile is giving people defective phones and trying to make their loyal customers pay for it.

They told me that my whole Sprint bill would get paid off... THAT WAS FALSE (They only pay a portion of the bill). They told me that I would get reimbursed for my previous phones and get that reimbursement separate from them paying my Sprint bill. THAT WAS FALSE (They take the refund money from your old phones and apply it to your TMobile bill). It also takes 8 weeks to get any reimbursement, so your old phone bill goes into collections. Totally false and flaky. I wish I would have just stayed where I was and told them to leave my store.

This is absurd that they do not document, monitor calls for extreme customer satisfaction. I have a password on my account, and I have lost count on the numerous times I have called, made changes to my account and discussed sensitive financial matters without being asked for my password. Also, I have spoken with upper management in FL, contacted resolution specialist. ALL same conclusion, poor to no documentation.

Await return calls, do not receive them, phone gets disconnected due to lack of documentation. I get charged for RECONNECT FEE of 4 lines. NOT MY FAULT!! I have had it with T-MOBILE and their NONSENSE, the customer is always right, and their policy and procedures on handling issues is far from satisfactory!! Please if you can afford the big dawgs, stay with bigger, better company MORE REPUTABLE. Their invoice billing department has been exposed before on the NEWS MEDIA STILL they take no responsibility for billing errors as if they are PERFECT!!

So I received a statement for $387.83 called T-Mobile today and it's a fact I pay up or get cancelled can afford to pay off phone but not agreement which was misrepresented by 2 T-Mobile employees. Hope everyone reads their agreements from now on word per word while you're still tired of waiting in line for more than an hour. If they would have explained while they're talking and pointing where to sign I would have not agreed and done without a phone. I think they are just adding up in their heads their commission. That's what a "JUMP ON DEMAND AGREEMENT" is you're paying for an account not a 1-year agreement but a 2-year agreement to stay with T-Mobile.

I did a factory reset at least two times, the phone was still unresponsive and I was still not able to manually access the phone. At this point, she told me, due to the fact it was an issue related to the software update, I could send it in for an exchange. So, she processed the order and shipped us a new phone. The new phone arrived a day later, and after a few days, the old phone was sent out via UPS. One person at the T-Mobile store had checked out the phone before I sent it back to T-Mobile, but since new phone was already sent, I didn't have her check it on the machine, I just wanted an opinion on what she thought it may be. So, since she didn't hook it up to the machine, she wasn't able to log a reference number saying she checked out the phone.

By the way people, don't send your devices through the mail, it's too easy for them to lie and try to rip you off. Go to the store, let them inspect the device, package it and send it off. Make sure you get confirmation there's nothing wrong with the device before you go. T-Mobile, you should instruct your customers to go to the store if possible, it's probably safer and less of a headache in the long run for us.

A month or so later, we checked our T-Mobile bill online and saw a very high payment was due. We called in to inquire why the bill was so high. I thought possibly they had misplaced the phone or hadn't received it, as misplacing the phone and improper documentation had been an issue with them before in a previous order exchange. But, it was not the case this time, I was told the phone had damage to it. Immediately I told them this couldn't be the issue, as I inspected and cleaned the phone before placing it in the box for shipment. I took photos of the phone just in case something like this were to happen. But, I'm told by T-Mobile, my photos are irrelevant, my words, and my photos mean nothing. I've been called a liar by this company, what self-respecting business just shuts you out and doesn't give you the opportunity to prove yourself, or at least prove themselves.

The phone was in perfect physical shape when sending it out. I'm not sure whose phone it is in the photo they emailed us, but I can tell you with 100% certainty, that is not my phone. They sent a very poor quality picture with an IMEI number attached to it (not an actual photo of the phone and its IMEI). The charger port area looks as though it had caught on fire, and as if someone had jammed something into the port and mangled it up. Also, I would love to know, what did your machine found out about the software issue when you plugged it in to get your diagnosis.

In the span of 4 months, they want to tell me I have such extensive charger port damage. With damage that looks so awful, it would be impossible for me to charge a completely dead phone, turn it on and factory reset it a few times. The whole reason we called T-Mobile tech support was for a malfunctioning phone, not because we couldn't charge it. Now I am irritated and strung out over a problem that should not even be an issue. They tell me the only solution is to pay the deductible. I ask you, why should I pay for something that was not my fault, why will I pay for the mistakes of their negligent employees, poor handling of devices and information? I don't understand how they think this is even an option. How do they know it isn't their employees that cause some of the issues we the customers are blamed for.

I've called in several times, went to the store, no one cares, they just keep repeating the same thing over and over, "This is your option, to pay the deductible." They took one close up, poor quality photo of a phone and expect me to just agree that is my device, one photo, that's all I get, and I am expected to pay up. There is no way this is my phone, the singed looking marks around the port are not there in my photos, they were not there when I cleaned and inspected the device before packaging it. This phone looks very mistreated. They are attempting to have me pay $400.00 or $175.00 for a phone that was in perfect physical condition when I sent it in. They want me to pay on the premise that one bad photo is evidence enough. I asked for them to locate the phone and inspect it, or send it back to us. I was told it is in a warehouse somewhere as if they have no clue where they send their items.

You can't track my phone, but you expect me to believe this photo is valid? I was then told it was at the Samsung warehouse, as they are the ones it got shipped to for inspection. Also, I was told, that this issue wasn't T-Mobile's problem and I would have to deal with Samsung. So, I called Samsung, and they told me this is not their photos RA# (how they keep track of their devices). Samsung had no way of finding the device they say was sent to them. Samsung also informed me that if there would have been something wrong with the phone, they would have called us or emailed us to let us know. Now, I tell the lady at T-Mobile that Samsung said they are not responsible for this issue, and that since I bought the phone from T-Mobile, it was them I would have to deal with.

So, again, I am back to arguing with T-Mobile, and by this point, I am 100% sure they don't have a clue of what their processes are or where they send items or how a company should be run. It's ridiculous that no one knows anything about my phone, or where it went, or where it is, but, they do know I should pay them money. If the charger port would have been the issue, I could have purchased a new charger port for around $15.00 and had it installed. Or, I could have sold the phone myself, and bought a new one, it was already paid off. I purchased the phone for almost $800.00 in full, 4 months later the software freaks out and now I am in the middle of T-Mobile's ridiculous accusations. Not only did they get my $800.00, the old phone that can easily be fixed, and want me to pay them up to $400.00!!! What? Really, do we have no security to safeguard ourselves from the greed of companies?

I was told they cannot take this out of warranty claim off my account. They do have the power to do whatever they want, they could remove the charge they put against me, or they could just credit the account. But apparently, out of warranty claims are written in stone, and no one can take down this monster. Within the past 2 years, We've bought 4 brand new phones, 1 iPhone 6, 1 iPhone 5s, 1 Samsung Galaxy 5, 1 Samsung edge 6 plus. We've paid almost $3,000 for phones, and you want to argue with me about this garbage. We were thinking to upgrade to new phones right before this incident, but now, I'm really not wanting to go through something stupid like this again.

T-Mobile, this is no way to treat people who have been your customers for almost 7 years now. You waste money on this thank you Tuesday app., you're giving away ice cream and vouchers, giving away free stock, and yet, you don't value the importance of your customer's word or peace of mind. Free pizza doesn't keep customers, valuing their word and not making them jump through hoops to prove their innocence is what matters. If you can't prove more to me on your end, or prove that the device wasn't how I say when I sent it, don't tell me I'm a liar.

I know companies try to lie and hide their mistakes, I've had it happen with Walmart's service department. They scratched up the front end of our car, said they would look at the tapes, called us a few days later and said from what they watched, nothing happened, that we must have hit the car or been hit at some point without knowing. I told them I wanted to see the tapes because another car I had taken in to them was also scratched after visiting their shop. But, at that time, I took their word for it, this time, I want proof. They told me, "We couldn't see the tapes, that we would have to file a report to the police get an order to see it," I was fine with doing just that. They said the tape had been viewed by their insurance, and they saw nothing, I told them I wanted the insurance's number to contact them.

When I called the insurance company, she said she hadn't even received the tape yet. But, in a few days, after viewing the tape, she accepted our auto repair estimate and sent us our money. I know first hand that big companies will lie to rip you off. And just recently, someone sold me a car with 100,000 miles rolled back on the odometer, the car dealer tried telling me I rolled back the odometer. Guess what's happening now - we're in court.

If we need to go to court, so be it, I will not be called a liar, you will not try to steal my money. A solution needs to be made soon, I'm tired of dealing with this ignorant time waste you have caused. And one of your supervisors, Seth #** is an awful person to be handling calls. He constantly wanted to hang up even though I had questions. Rude and cold, not to mention robot like. I was nice up until I had to deal with him. By the way, he did advise me to take you to court T-Mobile, great employee.

Now I'm being told to inconvenience myself and go all the way back to the store, because the credits were given but they can't access the information from their computer. I am livid to say the least. This is ridiculous, and soon as I pay remaining balance on phone I will be GOING BACK TO VERIZON. This service sucks. I only have internet when I have wifi or 2gb of data. After that it slows all the way down. My calls are always dropping and yet they claim to be neck and neck with Verizon, please... On top of that I still owe Verizon. They could've gave me more towards the phone for crying out loud. It was new. I'm pissed. Please don't do the switch from carrier. IF IT SOUNDS TOO GOOD TO BE TRUE IT IS!!!

I have been a customer with T-mobile since they were voicestream. That is going way back. Over the years the customer loyalty and caring has gone away. I will be leaving T-mobile at the end of my contract. No more lies, no more up charging and no more nonsense. This was once a great company nothing could compare. I rather deal with Sprint or a prepaid company than deal with this company. T-mobile go back to what you use to be. All your loyal customers will start to go away.

Now during December I was busy packing up my apartment, pulling as much overtime as possible and getting prepared to move with no help. I am a single mom, I had a lot going on in my life. I moved to my new place in January. During my move, I packed up my defective device (so I thought) but to this day, I have yet to find it. In February, I contact T-Mobile to inform them that I could not find the phone which I was supposed to send back to them. I was 30 days too late. You think they would cut me a break? I could have just said I lost my phone, contacted my insurance and received a replacement device for $100. Instead, T-Mobile charges me $800 for a new device and puts me on an extended payment plan not informing me of the ramifications of this extended payment plan. THEY SCREWED ME, in other words.

I have contacted T-Mobile and have gotten the runaround from reps, and supervisors. From February until now, I have dished out over $2,000 to T-Mobile and apparently I still owe around $400 on this extended payment plan. I would love to know where my money has been going. Every time I call I get told a different song and dance. The customer service that I have received is by far the worst I have ever experienced and I have been in customer service for over 10 years. I strongly advise anyone and EVERYONE who ever considers becoming a customer of T-Mobile to strongly reconsider. If you have had a negative experience, please copy and paste my story to EVERYONE you know. I plan on sharing my experience on every social media network imaginable. I am a good customer and if they can treat me this poorly, I can only imagine how they treat everyone else.

Today they will threatening to suspend my phone lines if I don't pay and I just paid them $170 a couple of days ago. They said there is another past due amount of $116. The info I received in text message doesn't match the info online. It is just a MESS. And I do NOT RECOMMEND this PROVIDER to ANYONE. I am shopping around for other providers. Imagine I called them to get info about their plans because I convinced my friend to switch to T-Mobile, the representative on the phone started to me about my past due bill. I never missed a bill with T-Mobile during all these past 10 years. And now that there is this dispute about this unlawful charges, they are threatening to suspend the phone. So long T-MOBILE. It's just a matter of days that I switch to another provider.

The month after that, extra "ghost" charges for those 2 lines continued to apply. Having been informed about this, a Mr. over the phone told us that it was in order to "balance out" the mistakes made in the bill crediting from last time. I was so confused by his explanation that I had to call again and talk to another rep. I don't blame her, but I still couldn't get a concrete explanation or justification from the Ms. until I asked her to tell us exactly by how much the bill would be adjusted. She eventually just fixed everything. Make sure to be thorough! We were also charged ~$30 for a call from US to Canada, even though the salesman in the store had told us that such calls would be free. We called customer service, and the Mr. on the line was either mistaken or lied to us - that calls to Canada & Mexico are simply no longer free for us.

Though he kindly lifted the charge, he then tried to sell us the option of adding those countries for $10/month, although Ms. (in our 2nd call) verified that they ARE free. Not sure if this counts as a "scam" depending on his motive. FINALLY, I purchased a phone for a friend online, which was not meant to be part of my family's plan. I did absolutely nothing to indicate so. The friend was paying for their service independently, but somehow their charges were appearing in my bill as well! I called; T-Mobile apologized and corrected this. Even with the benefit of the doubt, given the sheer amount of these "mistakes", I would still label these incidences as negligence and a waste of my time.

I did call again "What's going on now? The phone still I didn't get?" The customer say "The first old phone charger is damage so you have to pay $400." I said "No my phone charger is worked, is not damage. My phone had problems overhitting, even the charger damage I have insurance should be cover." He said "Insurance is not cover charger problem." I said "Ok I can't pay charger problem $400. Please return my phone." They said "No we are not return just pay $400." I did pay only my line services and I call them everyday to be fixed or waiting return my phone. Last night 06/10/2016 they did suspended 4 line service. I call today customer's service. Why they do disconnected the service instead of making treat and fixed? They said "You have to pay first."

Guess what, they never shut those lines & March 15, 2016 I got a bill from T-Mobile that seeing I owe them $412.50. So I called them why & how I got this high balance. As far as I know I only owe you guys on my phone balance 'cause we made monthly payment which about $172.25... but the CSR on the other line are telling me that the reason why I got my bills so high because I did not fort the other 2 lines. & I said it doesn't make sense to me 'cause when I speak your CSR 2 weeks before I switch, they didn't 'til that & my knowledge once you switch to another cellphone provider.

Whoever number belong to the primary account, it should be closed once you switch. Now here's my scenario: they send my account to the collection. I told the collection people I rather lost my credit ratings than giving my money to T-Mobile because I believe in KARMA. One of this day this company, they will lose their customer because the people running their business are LIAR & IDIOT. I'm hoping the Consumer Affairs can file a lawsuit this company.

Original Review: June 8, 2016

I had problems with the internet. I had problems to open the electronic lock boxes. I ended up leaving the service.

I call T-Mobile, speak with Crystal who says, "Nothing to be done. It will take 30 days." So I escalate to a "manager" Tashima who then said 2-3 weeks and could not guarantee service would be shut off, said there was nothing to be done unless I paid the $100, and was very condescending and rude. Asked for the texts to stop and she said, "They're automated. Can't do anything." Really? That is not true. I will be contacting the FCC and anyone else about this, and will be looking for another carrier that has customer service as Tashima embodies everything that's wrong with customer service.

I beg everyone to never switch to this carrier. I thought AT&T was bad, sadly mistaken. Military, don't switch to this carrier. They make it extremely difficult to get the measly 15% discount. You can't do this at a T-Mobile store. You have to scan your ID to their site. This company needs to be investigated and a class action lawsuit instituted.

My phone had never been suspended prior to this because I had automatic bill pay. So instead of explaining where these fees are coming from the Rep kept telling me. "Ma'am once we get the credit card number we can restore your line". After talking to several people, none of whom could help me. The very last person I spoke with told me in detail how much my bill should be. I tell her that's the exact amount that I paid so they need to turn my service back on because that was a mistake on their part. She then tells me once I pay that restoration fee that they supposedly took care of, my service will be turn on.

So T-Mobile makes a mistake with this charge and because I refuse to dish out money for something I should not be paying for, they cut off my service. They refuse to turn my service back on, acknowledge the mistake they have made and also denied my refund. So after years and years with T-Mobile. I canceled my line because this company does not care about their customers whatsoever. I would not recommend that anyone get service with them. It will only be a matter of time before there is an issue and better believe they will not be helpful.

I never sent the first one back right away so to make sure the replacement worked, and it too was a bad piece of you know what. I called again and again another free troubleshoot was given by me for another rookie at T-Mobile customer service. These idiot are abound!!! The T-Mobile store closest to me is 50 miles from where I live. I had to go there 5 times to try to iron out this LG (stands for low geared by the way) V10 phone and I still am having issues. 3 weeks ago I go into the store and start raising my voice so the store could hear me. I said I wanted my complete down payment returned to me and they said they would go to management to see if I could get my down payment back.

However, when I spoke to a T-Mobile rep and told my story for the umpteenth time she said that she would credit back my payments that I had made toward that piece of you know what they sold me. And still my account has not been credited for those payments. I then called last Friday to talk to the manager of the store and he said he would look into my issue and get back with me by this past Monday. Here is it Thursday evening after calling them today and finding out the manager was busy with another customer who was supposed to follow up on my call tonight and did not. So, incompetent workers from the grunts to the management and I GUARANTEE you that I will be heard all the way to the owner. MARK MY WORDS!!!

I said "You don't mind taking our money but make it hard to stop the service of a line." We have three active lines. We continued talking for a short while and I asked if my objection and displeasure was noted in my record. She yes it's recorded that I was not pleased a call can trigger an 8 day additional delay. Wanting to know if she wrote accurately what I complained about, I asked her to read it back to which she replied she is they not allowed to do that. Privacy? Anyway, I told her I have no idea if she represented me and was not at all happy with T-Mobile doing this. This is my first posting on this website and I'll see if there is any way this can also be posted on T-Mobile's site. They wanted and attempted to have me keep the line and inquired why I discontinued it and suggested I could also pass the number on to a friend or family member. I said "No just cancel the line." Sorry I didn't think to ask for an order number.

We again called T-Mobile and they said our payment never came through but we now have 20.00 per line reconnect fees. T-Mobile is turning into a crooked business with very poor customer service and even worse supervisors. I tried to resolve this matter, but they trump up these fees and all they can say is "I'm so sorry" or they blatantly LIE to you about how they have resolved the issue.

Angela from their Tennessee call center admitted it was a known issue which has resulted in some locations not being able to 'do it anymore' (whatever that means). She insisted they couldn't do anything and we would have to return where we started the service which is hours away from where we live. Instead I'm looking for another carrier and will cease my business with them once I find a suitable alternative. I only gave one star because this review service wouldn't allow no stars to be given.

I was simply stuck with a useless phone. "Just end my service, then, until I get back," I said (6 weeks or so) but they wouldn't! They had sold me a defective phone, couldn't/wouldn't send the replacement part to me, and told me there was no way to stop me from being billed for it. Like I said, a dark room with no access who can get anything done. After more angry calls (I never yell or even show anger, but I was definitely steamed at these people), I found someone who quickly overturned what several previous reps had told me, and yes, they managed to cut off my service temporarily. I would get a new sim card free of charge when I returned to the US. There was no expiration date on that offer. The code to this? I get back to the US, call T-Mobile checking to make sure I'd get the free sim card, and am told I just need to go to any store, the info is in the "notes".

So I go to a store, and naturally they can't find any "notes" about this and a new sim card will be $65.00. Before I totally blow up, the manager says I can have one free. The clerk acts like I should be showing gratitude for this incredible generosity. Dealing with T-Mobile customer service is like playing pool on a table without pockets. This is my first review. I'd post it on Yelp but they don't seem to have a category for T-Mobile's customer service, only its individual stores.

I also recently switched plans to get on a discount deal with my employer and it has messed everything up. My bill went from $48 to $155 in one month, and when I asked why it was so different they said that when I switched to the employee plan they had to adjust the billing cycle and they assured me it would go back to normal next month. That was three months ago and the bill has been $70 then $130 and now this month $97. What is the deal? Why is this so hard? I contacted them about it today and again I receive the robot response: "Sorry about that. I assure you your bill will be back to normal this month." As soon as I can switch carriers without fees and contract hold-ups from T-Mobile, I'm outta here.

I've never had any phone problems, my phone works well, I'm actually taking calls from a free wireless online service and through Facebook. They want me to purchase a new phone again. I stopped paying insurance yrs. ago, because they charge you monthly for insurance and you still have to pay a hefty amount on the deductible. Oh, we're also having problems with Binge, their new service. I don't like paying monthly, always pay our phones off in full, I have good credit and they know this. Is this why they're taking advantage of us. Looking for a new cell phone provider.

But now they are charging us for damage to his old phone that he was forced to send in because they, people at the T-Mobile, didn't see his sim was deactivated. So now they want us to come out of pocket for a mistake they originally made. Let me break it down because customer service clearly didn't understand... If his sim was never deactivated for whatever reason they deactivated it, he would have never sent in his old phone like he was told to do by T-MOBILE only for them to find the small mistake and fix it in seconds and now try to extort money for there mistake. Oh and it gets worse. Right after that this month 5/2016 they double charge our account and send a text alert to my husband only (while he is out to sea) so when he gets back he sees "your account has been double charged call 611 to get a refund."

WHAT? You took money from us that wasn't yours and we have to call you to get it back??? WHO STEALS FROM SOMEONE AND THEN SAYS IF YOU WANT IT BACK YOU HAVE TO GET IT YOURSELF?? OH CRIMINALS! So not only did I go 2 weeks without any knowledge of the double charge but then when he came back in port and gets the message and we call they give us a "sorry you will get it back in 3-5 business days". Mind you it's Friday.

When I call to get help on everything the phone issue and the double charge I get sent to 3 different people and was eventually told after saying I may have to take my business somewhere else if this company thinks they can take money from me that's not owed... "If you want I can cancel your account with us." He was very bold and had no problem telling me "the higher up you go to talk to people the more they won't and can't do anything for you. All I'll do is give you 10% off and put you on a payment plan." Um if the company didn't steal from my account this past month and try to extort us for a damaged phone that was in perfect condition when all that was wrong was them deactivating his sim we wouldn't need a pant plan. I'm extremely upset with T-Mobile and I'm not going to stop with just this one review...

I contacted to T-Mobile reimbursement department within a week after I upload the bill from Verizon, and I see it is declined, and now it turned out that final bill would not be honored?? It is clearly printed on bill from Verizon Device Payment Buyout Charge $389.59. I paid out of pocket the device payment $389.59 for Verizon account. Now Verizon account is closed and Verizon saying they don't have an access to my account because it is terminated, and they can give me no lease agreement or other papers except final bill. And the phone already traded in to T-mobile. So I am out of pocket for $389.59 and my 1 year old phone is eaten by T-mobile. Now I am making payment for unnecessary phone. Isn't sound ridiculous???

I called to T-mobile reimbursement department, and they politely apologized saying that they cant return my device or approve the reimbursement. I have never felt so insulted and humiliated when T-mobile reimbursement department service rep Adam laughed at me saying - "You are paying that much money for LG G2? And your balance $389.59. Hey come on. Your phone does not worth that money. Send me the device payment agreement from Verizon, and then we can see if its eligible for reimbursement." I felt such a small fish in the big world they're living. Yes my phone is year old and when I bought it it cost over $600. Now it might cost less, but I was using it with no issue and T-mobile just eat my phone and digest it in seconds. I wonder how they can get away with this sort of move.

I should of listen to Verizon customer service rep when he said: "Sir you will regret and come back within couple month". Gosh it's been a month only since I left them. Now I know the reason why they don't deal with reimbursement in store. So they take your phone, have you buy a new phone, sign the contract with them, and will tell you "go to the hell IDIOT", contact our reimbursement department, and that department will send you to the burning Hell saying "Sorry your phone doesn't worth that much IDIOT. Bye." I learned hard way why people doesn't like T-mobile.

T-Mobile representatives kept telling me they could not help me - that I would have to call the number on the card (AGAIN) or follow up with any other information provided in paperwork that came with the debit card. None of this was helpful or worked and the card expired Feb 2016. Not one dime was ever used from that $220 card! What a scam!

After faxing the information necessary again over to T-Mobile and holding them accountable to their promises they still have not kept to their agreement of paying off the entire amount on the old phone. In fact they paid $160 less than promised verbally. They expect you to read all the fine print and not take their word for what it is. Several times we inquired as to if the ENTIRE phone would be paid off and when it came down to it they said what they thought we wanted to hear and did the opposite!!! VERY dissatisfied and my husband will be going back to Verizon where customer loyalty and honesty are number one priority. People are fine with the truth. It's when you try to hide your true actions that customers are not satisfied.

I have called customer service three times and they tell me that there is nothing that can be done. I suggested that they pull the call that I had with the customer service agent. They record calls for "quality assurance". This seems like the perfect opportunity to check their "quality assurance". They told me that they don't have access to the recorded calls. Then what is the point of recording them? I have to wonder how many of their employees are misrepresenting the T-Mobile plan, getting people to sign up and tricking them into having to buy a new phone. A good company would honor what their employee promised the customer. It isn't my fault that they didn't train their employee properly. They should have to take the financial hit, not me!

I told her I wasn't asking for a handout but rather a credit on a charge that I never approved or authorized and had no idea existed until recently. Then her story changed and she indicated that the insurance was from 2012 not 2016. I then questioned the credibility of her statement and the other T-Mobile workers. Math indicates that if 1 customer service rep says their system only lets them go back 3 months and another phone rep says they can only see back to July 2015 and we are in May of 2016 how did either of the prior reps see unauthorized charges from 2012 if their system can't go back that far? Furthermore, I never would have known about the charges unless someone at T-Mobile told me!!

When I called her on it she was mystified as young people often are when you drop a bit of knowledge on them. So the moral of the story is that T-Mobile does lie to their customers; they do add on unauthorized charges hoping not to get caught and will not fairly reimburse you for their error; and customer service reps have no accountability. There is nothing you can do and no one that cares about customer loyalty. If loyalty counted then 18 years without switching providers once in all that time should have proven my worth as a customer.

I have called customer service probably more than 200 times in total and each time, one sales rep would tell me a difference story. Each time I would call T-Mobile I ask the customer service to make sure that I was saying needs to be written on my file. It never EVER happened. So I decided to get some proofs and I have started to record the calls now to use them against them but to make them listen as how customer Service tells me. It is freaky to hear what the Sales Rep say because each one of them tells me a different story! T-Mobile is below 0 from A to Z.

Each time, I call them I am usually with them for at least 30 minutes minimum - so much a waste of time especially when nothing never ever gets resolved!!! The last situation that has happened it was the last straw. I have sent back my devices (3 of them) on March 12th 2016 with the tracking doc that was emailed to me by T-Mobile to ship the devices with UPS. I have sent back the devices and I was waiting to hear back from T-Mobile to confirm they had received the devices! I have called I do not know how many times and T-Mobile couldn't locate the devices they needed to do another search...

I have called T-Mobile on May 3rd. I have asked them if they have received the devices and again they told me NO. I couldn't believe first that T-Mobile didn't receive the devices and second they told me I was being charged for these devices because they haven't received them! I was beyond myself. I have explained to them I shouldn't be charged for the devices and they kept on saying that since T-Mobile has no proofs that I have sent the devices for that reason I would be charged on top of my plan! It is completely unacceptable. I have called again and again still no notes that T-Mobile should look for the devices. I have asked them to do another search and also to write in my file that I have called and wanted to know where was the devices.. A nightmare!

Luckily, I have taken a screenshot of the UPS tracking number. I have called again. I told the man on the phone to check with the UPS tracking number. That's what he did. I was on the phone for 1 HOUR! A waste of time but I usually spend 30 minutes minimum with them, such a horrible company. Then the sales rep was able to locate the devices and INDEED T-Mobile did receive the devices 10 days after I have sent them meaning on March 22nd. However, this sales rep wanted to check with his manager and he would call me back. I am still waiting! As of today, T-Mobile is still looking for the devices. There is no customer service. The lines never work or when it is not the calls it is the Internet. Stay away from T-Mobile. I just want to get out of my contract and to pay me back for all the lack of everything and put my job in jeopardy because of T-Mobile!

It started a couple months ago when I had the phone replaced. I could not transfer any files over and I asked for an extension to send it back and customer service said yes that was fine. When I was able to, I would go to the T-Mobile stores to see if they could help, and looked like it was transferring, however then it would stop. Due to health reasons, with documentation to support this, I wasnt able to keep going to the stores. However when I did, I would still have issues with transferring files and I dont have a computer.

Long story short, ALL THE TIMES Ive called T-Mobile to explain the situation, they SAID theyd extend the time to bring it back because at that point I was already being charged $368.00. So in April they told me to bring it in May. Lo and behold my service gets canceled shortly after. I speak to a representative who said it was ok, then I speak to either a manager or another rep from financial dept Im assuming, who tells me, "Nope, now you have to pay a 400$ restocking fee."

With no other choice, I pay it. NOW, my phone doesnt charge which was an issue for months and I have come to find out THAT NO ONE HAS WRITTEN ANY NOTES ON MY ACCOUNT REGARDING ANY ISSUE OR SITUATION. It is a SCAM to make customers feel as though customer service is be honest and true to their word that they are writing notes on account... And then find out that theyre lying, just so we can end up paying all kinds of ridiculous amount of fees. Shame on you T-Mobile. Do not use T-Mobile, theyll get you one way or another. If youre still with them, go to Verizon or AT&T.

I would give zero stars if it was allowed. We were with T-Mobile for years and endured all of these things at their hand, and finally got smart this spring and switched our service to another carrier, where we are much happier and not experiencing any of the negatives outlined above. I originally wrote a detailed complaint in this post about T-Mobile and listed all the indignities and abuses I suffered at their hands -- but then decided nobody wants to read that many complaints -- so I am keeping it simple and cutting to the bottom-line truth: Stay away from T-Mobile if you value your time, your money, and integrity and trustworthiness, not to mention your ability to be connected in a reliable way without spotty service.

This wasn't always the case with T-Mobile. Years ago they had good service and provided good value. We relied on their prepaid service heavily during the recession as a way to save on monthly billing charges. But no more. In fact, I will tell you that I am middle-aged and hearing-disabled and they really have no interest in doing business with me at all. Their stores are one big loud party with extremely loud music playing all the time, and their phone presence is maintained by people for whom English is not their first language, making communication problematic both online and in stores if you have a hearing disability. Doing business online is difficult because they keep information to an absolute minimum online and suggest calling someone if you have questions.

So after dealing with T-Mobile's overcharging and the dropped calls and the no-service-anywhere much of the time and the difficulty in communicating with them as a person with a hearing disability, I left them and moved to a new carrier, one that I love and have no problems with at all. You should do the same. Or even better, don't sign up with T-Mobile to start with. You'll save yourself a lot of headaches and time by just avoiding them in the first place.

Since I wasn't sure of the exact date I just added a date a few days prior thinking it was no big deal (Now here comes the part that proves that the insurance company is into some shady business practices to rip customers off!!), which caused my claim to be denied because THEY DO NOT INSURE THE PHONE, THEY INSURE THE PHONE NUMBER. In other words, they insure the phone you are using at the time of the incident and since I was using a different phone they denied my claim, which in my case was not a problem, I just had to figure out the date of the incident, then call them and have them update the claim.

So I called them and went through the whole process only to be told that the claim was still denied due to the fact that I ONLY HAD 90 DAYS from the date of the incident to file a claim! Now why would they insure a phone number (phone actively being used) and not the phone that was being leased through T-mobile and why do they have a 90 day claim period? So if you can't afford or choose not to pay the deductible within 90 days you are stuck with a phone you can't use and also you still have to make the remainder of the payments on a phone that is technically not yours since it is being leased and on top of that when you take it back after the lease expires you will have to pay Tmobile $149.99 to purchase a broken phone or they will have the damages estimated and you will have to pay them for the repairs!!!

Now since I never signed any written or verbal agreements that explained the 90 day shady expiration period for the claim I will consider my contract with T-Mobile breached which gives me the right to cancel my plan with them and not pay them another cent! Unless they come up with a resolution to have my phone repaired or replaced!

His supervisor was just as nasty as the other rep was and accused me too of buying a black market phone. Then she tried to tell me that that's not what she said and I said "Yes you just did". She tried to make me look like I was crazy and making things up that she just said. FINALLY after arguing with them for 30 mins, they FINALLY connected me to a iPhone technician and he told me that I had to wait the 24 hour period to unlock the phone. I could NOT BELIEVE that after being a customer with them for 8 years and buying at least 10 phones from them that they would ACCUSE me of trying to make them unlock a blacklisted phone. They should be ashamed of themselves!

I received both of iPhone 6s' but I decided not to use them. So I cancelled them and returned them. But issues written below are still not solved until as of today (4/25/2016, about 6 months). I was keep paying for the monthly installments until March 2016 (one 6s was refunded in January, and the other one 6s in March) - resolved. I paid about $300 initial deposit which was fully refundable, but still haven't got those back. The system said I used up all 3 JOD's (iPhone 6, 6s, and another 6s), and that I was automatically terminated from JOD plan because JOD doesn't exist anymore. The system says I cannot upgrade using JOD both online and in the store. The only way is to use regular 24 monthly plans where it is much worse than JOD.

I've talked to more than 10 different representatives about this issue (probably spent about 10+ hours waiting and talking to the reps about this) and they all said the same thing: "it will get resolved in a few days, please wait a while". - It never did. "I'm sorry but we don't understand why your 3 iPhones are showing as completed leases" but they never fixed it.

There were 2 times when they said they will call me back, but when they called me back I was transferred to someone who didn't know anything about this issue and I had to repeat myself all over again. Moreover, the phone will get hung up and they will never call me back or follow-up on me. I am telling you and warning you. Don't expect if T-Mobile screws you up in the system. It will not get fixed. T-Mobile may have a good plan and services, but this is their weaknesses too. For a cheaper price you get what you pay for. T-Mobile will eat your money and never repay.

I contacted T-Mobile on 4/24/2016 and spoke to supervisor Dewayne, he said will give me $100 credit due to charges for services I was not aware of. I told him that as a consumer I felt defeated by T-Mobile. I would like to discuss issues with his supervisor. He transferred me to manager Valerie then she told me she would not honor it. As I understand if consumer did not request for roaming services then any phone calls would not be allowed to go through. T-Mobile actually defeated customer so T-Mobile can charge consumer whatever the amount they want. I need an assistance from Consumer Affairs, Dallas/Ft worth to help resolved issues with T-Mobile. I can be contacted at **. I will be happy to send the phone bill for your review.

This company takes no responsibility for their failures. Now I am dealing with their customer service department and they can't figure out how to credit me. I will never give this company an opportunity to gain my service ever. The service in-store was less than professional as the sales agent told me it was my problem that they lost my original phone number and that they were not willing to assist in recovery in any way. This company delivers some of the most unethical, rude and shady business I have ever seen experienced at any time. This whole attempt to save 20 dollars a month has cost me a lot more grief than the savings. I would advise any new customers to be very leery of this company and their business practices.

Called and was on the phone (not a T-Mobile phone, cause those don't work at my house) for hours to fix the issue. I was told the cell spot didn't work and they would send me a new one. Three days later I get it. Same issue, didn't work. Tried to take all the phones back and they assured me it must be the phone I chose. I picked a new one and at no surprise it still did not work. Another few hours on the phone and another lunch break spent at the store! I had 14 days to return the phones on the "BUYER'S REMORSE" program.

They talked me into trying yet another kind of phone. That was Tuesday - today is Friday. I took them all back to try and get my money back.... and surprise they don't have enough money in the store to refund my money. Tomorrow is the last day on this "buyer's remorse" program. I'm pretty sure they are trying to con people out of money or into a crappy contract of crappy service. I will be at their store again today before they close assuming they have money to get mine back!

Original Review: April 21, 2016

I attempted to switch from Verizon to T-Mobile due to their international rates. I am military and T-Mobile offers great rates in Qatar. I was told that my Galaxy S6 would work by a T-Mobile Rep, and ordered SIMs under the Bring your Own Device plan. I was informed that I could receive a full refund within 30 days by the rep on the phone if I changed my mind. I received the SIM cards, and learned that my Verizon variant S6 wouldn't support data services on the T-Mobile network; from what I gather my location relied on a Band that they didn't provide. Regardless, I closed the account and asked for a refund on the SIM cards. I was initially told by a customer service rep that they would not refund the SIM cards.

After reviewing the information I received when I initially began the process of switching and noting that it did say I had 30 days to get a full refund, I called back and was informed that I would receive a refund for the SIM cards (that was after being bounced around several times to different reps and eventually their orders department. I was informed not to worry about returning the SIM cards, because it wasn't economical for T-Mobile to reuse them. I was told that I would receive a refund for the SIM card purchase. This has never happened. I have interacted with them over the phone and on chat numerous times, and been given the runaround every time.

I am disputing the charges with my credit card company based on the chat logs I have promising a refund, and I am also posting to this and other forums in the hopes that prospective customers will see it and stay away from T-Mobile. My goal is to cost them at least as much in revenue from a potential customer as they have effectively stolen from me. So, if you're reading this, please take my advice and stay away from T-Mobile. They ripped me off, and they might do it to you as well.

Now for the good. I live in a rural area on the outskirts of Denver. Even though I am only a few miles from town, the Front Range makes getting a cell signal a nightmare. Getting internet in any form, especially mobile, is almost an impossibility - or was! Sorry Verizon - you may have the largest coverage area in the known universe, but my initial test with a Verizon phone showed equally bad reception. 1 bar.

T-Mobile had advertised 4 lines of unlimited everything in early March. "Yeah - right! I've heard about your coverage" I said to myself. However, I did go to the T-Mobile site to see if they had a coverage map. Much to my surprise, they had a highly detailed map, that not only was specific to a house-sized area, but also had 'cells' that were marked 'verified coverage' (see image). I was shocked to see my house was in a verified area for excellent 4G coverage. By the next day, I had borrowed a friend's T-Mobile phone to validate the map. I had 5 bars of 4G. Before the day was out, I had 4 T-Mobile phones, a tablet and a wrist phone.

And my experience has only gotten better. In my experience, rebates are a method for a company to not to pay. Given I had over $500 in early termination fees that T-Mobile would 'rebate', I was skeptical. "Allow up to 8 weeks to process" didn't help. Nevertheless I proceeded. As soon as I got the final bill from Sprint, I submitted it through an EASY online process. Did I say EASY? Oh, and T-Mobile had an option to send me texts as the process went forward. AND THEY DID! I knew when they had processed the paperwork, I knew it was approved for the full amount, and I knew when to expect the refund - less than 4 weeks from hitting "submit". A telecommunications carrier that communicates - who knew!

Since then, I have had a few instances to call with questions. T-Mobile has been consistently polite, courteous, informative and helpful. I honestly feel VALUED as a customer. Scratch that. Make it UNBELIEVABLY VALUED. The only problem I have had to-date is that I have started having nightmares that Verizon bought them out. May that day never come!

My other area of disbelieve and extreme satisfaction is the level of easy-to-read, easy-to-find and easy-to-interpret information provided on the My T-Mobile site. I can look at the complete usage for all devices in an instant, know how much data is left (no overage charges - just slows down!) on the tablet and wrist phone. T-Mobile doesn't hide the cost of the phone in a contract. You pay fair market price for a phone, and T-Mobile will divide it into 24 interest free payments, or you can pay some or all the balance at any time. And you can know exactly WITHIN A FEW CLICKS what you owe, what you paid, and how long is left before payoff. This became even more amazing when my son traded in his phone for a more expensive model within the 30-day window. The payment made towards the original phone was re-applied to the new phone. I know this because of the excellent and easy-to-use billing interface made it crystal clear.

Each phone has 14GB of hotspot data allowance per month. I now use my cell phone as a supplement to our home satellite internet. T-Mobile outperforms it, and I have started using my hotspot from home when I need to VPN into the office. Through casting, I am able to 'cast' Netflix, Hulu and others to our TV. For us, this is huge, because we have a 50GB limit per month on satellite internet, but unlimited video (and internet) through T-Mobile. I could go on. I'll just say that T-Mobile has so far exceeded my expectations that I think I must have died and gone to heaven!

When I called them they are saying it's T-Mobile policy to charge for the whole month when the number is ported the first day of billing cycle, which was not the case with other provider when I switched to T-Mobile. Now I have to pay both providers for one month service. I am really disappointed with T-Mobile. There is no clause/verbiage in terms of service that states that I have to pay for whole month service when I port the number in the middle of billing cycle. I am sure there are lot of customers out there who have had the same experience. These companies should be taken to task for cheating/looting customers. The attached image shows the bill for $127 towards service from March 20th to April 19th. Please note I switched to another provider on March 20th.

I then called to cancel my T-Mobile service. The rep said "Oh yeah, T-Mobile is upgrading to 4G LTE in that area so your hotspot won't work, but I can upgrade you to super fast 4G LTE hotspot..." I told him "Hell no". I would have been more receptive if T-Mobile would have been respectful to tell me that my hotspot won't work before this so-called upgrade to towers was happening. Funny thing is the hotspot won't work at all in the city where 4 weeks ago it got 5 bars 4G. This company is BS and I wish I switched years ago instead of wasting my time and money for lousy internet service.

In my case it is $49. Yes, it is written in their Terms & Conditions, but this company is particularly keen to sell its products rather than to consider the customer in front of them - and give them a heads up. It would have helped me, given that I explained my dual-country living situation, if the salesman had said "Don't put too much credit in your phone because in the event that your circumstances change and you no longer need the phone, you will lose your big chunk of change." T-Mobile is an extremely unsatisfying company. And even when I arrive to the UK, I will never ever use this company again. Ever.

Then a second agent. His story was "oh, no, that refund will take thirty days. But you can call this number to see if the warehouse will expedite." I did. More torture. Finally I connect with a third agent who explained my refund would take at least 90 days--three months! From a few hours to three days to thirty days to three months. I said "I'm beginning to doubt I'll ever get money back." He said, clearly implying I might be right, "Keep all your documentation." What documentation? The phone was never in my possession. It was refused as I was directed by the T-mobile people. Well, he gave me to understand, the people in the warehouse may not be able to find it. Don't believe anything this company tells you. You're safer buying lottery tickets.

Today, I was on the phone for an hour with a total of 8 employees; they disconnected me twice. Each disconnection occurred when I asked for a supervisor. During the final call I was informed I would be getting another phone that would arrive 5-7 days. That supervisor informed me that they would send me a confirmation text regarding the new phone; to which I asked her and reminded her again (ARG!!!) that my phone was not working! I had told them to send me another one of the 'defective' phones and I would be calling them again when it does not work as well and I would contact ConsumerAffairs. I was told that they would offer me a '7-day credit' as a courtesy. REALLY!!!???

When asked about a loaner phone I was told I had to call the stores myself with no guarantee in receiving one. I called two stores and were told they do not provide that service. I am asthmatic and my cell phone is my only means of communication. T-Mobile takes their payment directly out of my checking account days early; I have not complained. I believe that their customer service department, customer loyalty department, and company as a whole is not respectful of their customers. I have had enough.

Today I received a disconnect text. I called and was transferred 3 times before I finally was told that the porting my husband's line didn't count because it wasn't a voice line. She offered me a $50 credit. I declined and asked to be transferred to someone else and she disconnected me. Thinking it was an accident I waited for her to call me back as she promised. When there was no return call I called again, was transferred 3 times and this time was offered a $100 credit. I told them they could credit me, but that I would be seeking all the legal recourse I was entitled to. Do not go switch to T-Mobile. Their sale team are paid on commission and are using deceptive business practices to increase their sales and then T-Mobile refuses to honor their lies.

Yesterday, April 6th, the new supervisor came up with new story that I do not qualify for the promotion. She was just repeating herself again and again instead of helping me. She said I had to order two phones to get one free. Well I am stupid, that I did not order two phones knowing that one is free. I was sleeping that moment. Their story is funny, this is bs, T-mobile simply bait and switch. I could order 2nd phone same day if representative would have told me on March 12th. But he confirmed that I don't have to do anything else. They are dishonest people, they lie with their customer, they overbill you, if you don't catch them, you pay every month extra money. I know how to do math, so I catch them. Thanks for eating my phone you thieves. I am going to their competitor and will transfer all my lines. It's better to pay same or more to someone who has at least some moral values.

I contacted the T-Mobile national customer service number but they stated I had to first contact the store before they could address the issue. I contacted the T-Mobile store and the manager (C.A.) stated he could not honor the salesperson's pitch but that the store could eliminate the additional costs that had also been added undisclosed in the form of accessories which the sales representative had said were included in the price. I contacted T-mobile's national customer service number thereafter, but the representative there stated there was nothing that could be done on their end. The moral of the story is to confirm in writing any verbal estimates a T-Mobile salesperson makes before finalizing the transaction. In the years with Verizon, I did not have this issue.

They are claiming that one of the phones I turned in is NOT working from Sprint. BOTH were in perfect shape when I sent them in. Now T-Mobile kept our phone, did not communicate with us and decided not today for it. When I asked to send it back to us, they said they can NOT. I submitted an open complaint with BBB. This is crazy and it looks like by the reads here this is common practice!!

The sales receipt came to my email (email omitted) while still on the phone with your sales rep. I pointed out to him: "this receipt says I am signed up for the 2GB plan", which he denied, then said: "Let me transfer you to customer service RIGHT NOW, so they can change your plan." As you may have guessed, the customer service rep I was cold transferred to, could not help me/change a plan/even look me up without an account number. Having just signed up, I already felt a very bad impression of your company. That order number was (order number removed). I have attached a screenshot of my phone, during this phone call.

I called back into sales, spoke with a new, different sales rep, who I gave my order number to, now told me I was in fact NOT signed up for free overnight shipping. (I actually never asked for this, but your first sales rep did tell me he was providing this to me. You should be able to find out who he was and listen to the call, from my order number.) She told me no one would ever say this because your company does not offer free, overnight shipping "Or else we would all be giving everyone free overnight shipping." Hearing this made me feel like she was saying I was making that up. This second sales rep I talked with, also told me that I was signed up for a POSTPAID account (not prepaid, as I had requested with your first sales rep).

This second sales rep told me: "The difference in value between a postpaid and a prepaid account, is on a postpaid account you'll get 10GB extra, every month, once you are signed up for the original 14G plan you wanted." This was really amazing to hear. I was all set to make the right decision to cancel, but decided I would stay because of this new, amazing information. I confirmed with her: "every month?". She said "yes". I confirmed this was not a $10 promotion, but a 10G promotion. She said any representative should be aware because "it automatically comes with that plan."

MONDAY MORNING AROUND 10AM, PST I called into your "executive specialist team" and spoke with Michelle. Michelle told me there is no such promotion to give someone 10GB extra, every month. She said in 2015, "Your company offered a roll over promotion and possibly a $10 promotion." I take notes (as you can tell) so I was sure I did not misunderstand your second sales rep.

I told Michelle I want to cancel the order. She said she could not cancel the order until there was a UPS tracking number. I had to suggest to her "why don't you check the account before you leave today, also when you come into work tomorrow morning. When you see the tracking number, call UPS and then call me back." She said she would do this. (She did not make this suggestion herself, she would rather I called back.) She found that the first sales rep took down a bogus phone number for me and placed that in the order. I gave her my real, correct phone number. I never heard from Michelle again.

3:13PM, PST I messaged your company through Facebook. Here is cut and paste of what your rep told me and what I said. Your company's responses are in italic font: "Thank you so much for providing me with your order number. I have contacted our web and telesales department and unfortunately I am unable to cancel the order. They need to speak with you directly. You can reach them at 1-800-672-5390 and they get you all taken care of. I sincerely apologize for this experience. Thank you for your time today." Smile emoticon *Monique.

I mentioned that someone else offered to cancel this for me. Are you telling me she is unable to do that? "Thank you for staying engaged with us (name omitted). T-Force is here to make sure you are taken care of. I know this has not been the best experience for you which is why we are being upfront with the information to get this taken care of for you ASAP. Our sales team is looking to hear the verbal confirmation from you that the order needs to be canceled. I have tried to contact them again to address this concern for you, but for the security of your order they do wish to speak directly to you. Please give them a quick call at 1-800-672-5390 and they get you all taken care of. We know your time is important and we want to get you taken care of quickly. Please let us know if you have any other questions. T-Force is here for you!" *Heather.

This is ridiculous, I have given my phone number to Michelle who has already heard I want to cancel. She said she will take care of it and also updated my contact info. "I hear you, (name omitted). My concern is to make sure this is resolved for you, so you are not having issues later down the line. Right now the order is still open and our sales team can assist you with getting it canceled. It would be appreciated if they could speak to you one last time to get that verbal confirmation that the order needs to be canceled and take care of it right away for you!" *Heather.

(So I did, and this is what happened) Telling me to give them a quick call: Your automated system just told me it's being processed but not ready for shipping yet. I asked for a representative. Kevin who asked for my SSN without checking it has no SSN. After explaining to him that you (through Facebook) told me they want my verbal confirmation to cancel, he said "so just to make sure I have the correct understanding, you want to check the order status?" He said "It looks pretty busy when I tried to reach out to have it canceled but we have to send a request to offline team. We have to find out if it can be canceled or not. It can take an hour. We need you to call back again, in an hour." He said it's been shipped, they cannot contact UPS and ask them to send it back. He told me the previous rep Michelle "did misinform you". (I called your company again and updated your company again, via facebook.)

Josiah just told me the order is still in a submitted status, the reason it cannot be canceled is because the shipping documents have already been fulfilled. He said there is no tracking number. What is this you said about them taking care of me? (This next response may be the most amusing from your company.) "I sincerely apologized for the time spent with this issue. I truly understand the situation and thank you for giving all the information. I tried my best to cancel your order on my end and I wasn't able to. I'd need you to call this # 1-800-672-5390 to have your order canceled. Again, I'm apologized for the experience you're having with us. I'll be right here with you throughout the whole process. Let me know what happens after you call to cancel." *Jelisa.

I just told you what happened and you reply with a poorly grammatically written response??? "Each of the T-Force specialist you have spoken to on here today gave you the right information that we have done all that we can on our end to cancel your order. For your security, we are not allowed to cancel the order. Telesales will only speak directly to you to cancel the order. Since the order has been fulfilled, the best option you have will be to refuse the package when it is shipped to you. You are welcome to call this number 1-800-672-5390 again and inquire about canceling your order. If you have any other questions, please let me know." *Jelisa.

TUESDAY 4:52 AM PST Why would you keep telling me to call to cancel an order after knowing I tried that and was refused to cancel the order? "Good morning, (name omitted). We certainly would like to do all we can to assist but our hands are a little tied due to the status of the order. I do apologize that you were misinformed about being able to cancel. If the telesales department is not able to cancel the order, then you would want to refuse delivery to it get sent back to us. I realize that this is asking you to take another step on your part and if we had any way to fulfill your request, we surely would have done so by now. Thank you for staying engaged with us." *Rachael

"Have some good news. I've called back over to telesales in regards to your order and they advised that if you create a UPS My Choice account, it's free, and enter in your tracking number (omitted), you should be able to click on "Return to Sender" or "Reroute to Sender". The tracking number isn't pulling up any info yet because it hasn't left our warehouse and we unfortunately don't have a way of stopping it. The telesales agent advised that you this should work out just fine and if some reason it doesn't, we are back to refusing delivery upon arrival. You should be able to find tracking information on that number between 2-4 PST. I do hope that this helps out a bit more. We're looking into all we can to get the order canceled, EchoSaisis." *Rachael

I have just gotten off a conference call with UPS and "Charlene" from your 'executive specialist team' department and the UPS person told me the only option is to receive the package and refuse it. The UPS person said at this point, the 'my choice" will not work. I want to point out, I mistakenly did not ask "Charlene" for her rep ID. She seemed combative and argumentative with a tendency to interrupt.

"Oh no, I am sorry to hear that didn't work out. We are still putting our heads together to find ways to work this out for. Right now, that is the last option to have the order canceled. Would leaving a note on the door to refuse shipping accommodate your needs?" *TaylorM. (I think it's important to note I have been trying to cancel this order since only 12 hours after it was placed. At this point, it is now already Tuesday.)

"I completely understand I am the same way, I want things how I want when I want. I really wish we could have accommodated your request however when an order is placed there is a short window in which we cancel based on when and time of day the order was placed. I do apologize that we missed that window but we are willing to do anything we can now to help!" *Taylor.

"Echosaisis, I can absolutely understand where you are coming from. T-Force is here to make sure issues are resolved. At this time with the order moving to UPS it will need to be returned to sender. If there were more I could do, I'd do it in a heartbeat but in this case there is no flexibility. I know this has taken a large amount of time away from other things that you could have been doing, but we want to make sure you are able to cancel the order. Please let us know if you have any additional questions." *Heather.

It's like talking to a recording or a politician running for office. Every response from you. "(name omitted), I understand my answers sound canned and recorded. You asked my opinion and that's my honest answer. I feel that people are reaching out to me because they need something fixed and I am going to be the one to take care of it!" *Heather. (Here is where I'd like to point out "Heather" told me to contact your sales team and that they would "get me all taken care of". She obviously was not the one to take care of it.)

WEDNESDAY (today) 7:41 AM PST I called your "executive specialist team" and talked with a "Samantha" three different times. The first time, she transferred me to someone's extension who was not available. I did not feel comfortable leaving a message, as your company has shown me that when told I would get a call back, that does not actually happen. The second time I called and talked with "Samantha", she disconnected the call. The third time I called and talked with "Samantha". I told her "I will continue to call you back until I am assisted. You disconnected the call the last time I called."

Samantha laughed. How professional! She transferred me to the actual "executive specialist team" department (assuming she is an operator) and I talked with "AJ", rep ID **. I asked him to contact UPS again, ask them to cancel the order/return to sender. AJ claimed to have talked with UPS and he told me I must wait for my package to arrive in Sacramento (where I live) at which time, the package will automatically be re-routed back to T-Mobile.

We know from reading this very long email, T-Mobile has shown more of a history of not following through, or not giving correct information. At this point, I choose to laugh rather than be upset. The most consistent experience has been inconsistency. It is not that I don't get perfect service 100% of the time: I do not encounter great experiences even 50% of the time. As much I am looking forward to my eventual refund from your company, I really cannot recommend your service to anyone but my worst enemies. I would find it embarrassing to be in 'leadership' at T-Mobile, knowing the type of service your company has so consistently provided.

Customer Service says there is nothing they can do. Switched financial responsibility over to a family member, and they switched the service but not the cost of the phones (old phone plus new phone). The other person accepted financial responsibility- obviously since they are on a monthly service plan but T-Mobile basically said "Oops". Again say there's nothing they can do- pay up immediately full price on new phone plus balance on old phone, no other options. There are so many cell phone companies and most provide good service. Pick a better company. They claim to be the least expensive but they are really not. Don't let their advertising fool you. Any company that will not accept responsibility for what their reps say and do is a terrible company to do business with.

T-Mobile will tell you anything you want to hear but they don't deliver. The customer service people are pleasant but don't know what they are doing and really only care about trying to sell you more stuff, even when I told the rep. I wasn't interested in all the latest gadgets. Just go a little further west on Hillsboro Blvd to the Verizon store. You'll be much better off!

I called and was told that the process could take 4-24 hours due to the port in. Had trouble calling because the FIRST thing the automated system wants is your T Mobile number. Apparently with a port in I was supposed to be given a "temporary" one but wasn't. So it kept not being able to find me. I finally get through to a live person who then didn't bother to transfer me, just gave me the number to the prepaid line. So again, deal with the automated system. Only to be transferred again to the port in department. Every rep just telling me it will take time. One rep however wanted to take me through the entire activation process again over the phone. I declined trying to be patient and let it process through.

Later that afternoon while at work, I got a phone msg saying to call them, there was a problem with my port in. I work until 10:30 PM. Tried to chat with support online but was on hold FOREVER and never got a rep. Next A.M. I decided to do just a new activation online with a NEW sim card & activation code (since the old one was now used) telling T Mobile to give me a new cell number. That seemed to go through, although after payment just went to a white screen. Concerning but may have been my PC. So after turning off and on and setting it up on my device, I am in business at least for now. Late yesterday I get another call telling me to call about the issue with my port in from the first attempt at activation.

After dealing with T Mobile for 2 hours earlier in the day, I felt like I had it with them already as a brand new customer. I explained to 3 diff reps (getting transferred again) that I just needed the first attempt at activation and port in cancelled so they would stop calling me about it. Due to outsourced language barriers, they didn't seem to fully comprehend. Finally got to a "transfer number specialist" who cancelled it. However, with the first activation I had picked a plan and paid. I notice on my credit card this AM that first payment did go through as I am sure my subsequent activation. Payment when I check tomorrow. Thank God I didn't do either activation with recurring payments set up yet. I may be out $30 for the first activation that messed up.

I should call their billing to get refunded but I am already so fed up talking to people from Philippines or wherever they are who can't seem to understand the issue. I just called to attempt to confirm they only show one activation and account for me and got nowhere. Ugh. As long as my service and my device works, I will grin and bear it. Contact their alleged "customer service" as little as possible - maybe never again. But any further issues and I am cancelling and going IN PERSON to Straight Talk to have them put in a sim card and activate me. Not a good way to start off with a customer.

I am sick of talking to T-Mobile agents. They keep telling me something which will be refuted by other T-Mobile agent later. They promised me to get a notice, refund or contact in whatever business day, which never happened and the form of refund is not as they told me previously. I finally decided to close the other T-Mobile account, and I was told that the credit in my account will be refunded electronically. (I confirmed this by a supervisor of a supervisor of a regular chat agent, whose title was "Part of the leadership team". He said he documented everything into my account memo.) But the visa prepaid card was issued to me. It seems like the chat agent is keep telling what they can't guarantee. One good thing is that they are polite. However, it seems they can't make anything in the way they say. I advise you not to trust them whatever they say.

So once I found a new phone with a new company (Boost Mobile) I decided to drop T-Mobile. So when I called to cancel, I informed them of the crappy service I got. They said I would still need to pay for the month that I just used. So I did, which at first it was only 50 a month but every time I got the bill it was higher and higher. My last bill was $80. And get this, the next month, after my phone has already been shut off and I no longer used it ever, I received another bill for $84.98. So I called them and said that my phone has been shut off for a month and I haven't used it at all. They said well I needed to call them on the day it was supposed to be shut off and remind them. I informed them that that is their job and that I am not paying for something I didn't use. I went off on the lady for her rude customer service and hung up on them. I never did hear from them again. I would never recommend T-Mobile to anyone. Worst service I have ever had.

Still after all of these problems we decided to stay hoping their customer service would get better. Boy were we wrong. In November of 2015, they shut us off again and told us that if we didn't pay both November and December they would shut us off completely. So we paid for both November and December. Then again in January they shut us off and said that we did not pay for December and that we had to pay both December and January. After explaining ourselves they finally waived the restoration fees and apologized for the inconvenience.

This February (2016), my husband and I had to take a trip to Europe to pick up his mother's remains. We made sure to call them to let them know that we will be out of the country and will have to pay the bill once we get back to the states. They shut us off anyway, leaving us stranded without a phone at the airport, even though the customer service representative told us that it would not be a problem. We had to call them while getting our suitcases and explain that we called ahead. They apologized and said they would waive the restoration fees. Our t-mobile bill always becomes higher each month. We have paid them around $2,000.00 since November of 2015. It is now March, and for our March bill they are making us pay $923.84.

When we called to ask them why is the bill so high? They keep bringing back December saying we missed a payment. We keep explaining that we have paid them this and they then blame the restoration fees they keep charging us (which is only $20 per line), and that we used international calling (which was only $17.50) and that makes up the $924.84. This does not make any sense at all. It would have been around the $400.00 not anywhere near $924.84. When we told them this the representative kept bringing up the same thing, international calls and restoration fees that they told us they would waive for the inconvenience for stranding us at the airport. After fighting with them, my husband and I decided to pay the cancellation fee and will be getting rid of them as soon as possible. If they can't explain why they are charging us these insane amounts, then I don't think they should even be a business.

I then went back to T-Mobile and ended having to pay the remaining balance for a defective phone in order to get a new phone due to some to a minor domestic issue also pay the taxes on a new phone. All because my sorry excuse of a cell phone carrier company were more worried about a minor cosmetic issue on my phone versus a defective phone of a mother with a child that has autism. This is so sad and am most definitely going to start shopping for a new company with 1. better signal services (T-Mobile's had the worst reception ever), 2. treats their loyal customer with due respect, and 3. support families like mine with children with a disability that need an active phone at all times and not rip them off when it was clear the phone was defective. I am truly disappointed in T-Mobile and Apple for their lack of support for a DEFECTIVE phone.

1 month later I called T-Mobile to know how much was my bill for the month and they guy told me my bill is $480, which my bill suppose to be $120 every month. I asked the guy why my bill was so high. He said because my phone screen was cracked when I sent it to them. This was a damn lie because the phone don't have any bodily damage beside the charging point. I keep calling them back to speak with the supervisor in charge and the supervisor/manager or whatever they think they are was refuse to talk to me. Every time I asked to talk to them the customer service staff always hung up the phone on me. The last guy I talk to on told me there is nothing they can do if I don't agree to pay the $480. Basically Tmobile forcing money out of people. This is how they got the 480 out of me. Peace out once my contract is over and whoever reading this review should know better not to get T-Mobile. They are nothing but a rip off.

Then the hell broke loose. We wanted to keep the phones, but at Apple Store we were told that those phones could work only with T-Mobile, so they would keep the ones we had (for T-Mobile) and give us new ones for the AT&T account. Apple gave us receipts for the devolution of the iPhones. But before, we're instructed to go to the T-Mobile store next door and pay for the total of the phones, under the assurance that we would get the money back in 3 days. A credit card number was given to charge for the total price of the 2 iPhones. After Apple had confirmed the transaction, we setup the new account with AT&T and received the new phones while they kept the old ones. After one week we called T-Mobile about the money devolution and we were told that it would take 10 days. Then in the next phone call it was 30 days. Then in the next it was 60 days.

Every time we would call, we had to explain the whole thing, again, because nobody had the faintest idea of what was going on. Finally by the middle of February (2016), T-Mobile sent us a letter saying that the money would be credited back to our credit card. And it was, but it was not the end of it. Then one week later, we received a letter from T-Mobile saying that we had to pay them back for the phones because there was no proof that we had give them back. I called them twice with no resolution. Then I called Apple and after a 3 way conversation with Apple representative confirming and showing the proof of it, it seemed that the case was solved. NO! Then we went to Apple store and one of their employees, named Chris, took his time to talk to one of the T-Mobile supervisors by phone, in front of us, giving him the number of the documents as proof. You would think that this would solve the case, but not.

Three day later, we received a letter by a collection agency charging the amount and, of course, threatening to damage our credit if we didn't pay. My last call was to T-Mobile where I talked to a supervisor who told me there was no register in their system that we gave the phones back and she would give me the most lame excuses when I asked why T-Mobile was charging us the money when they just credit the money back to our credit card. I saw in the interface of this page that I can and should add receipt and images regarding the case, but I don't see any point in doing it because they did talk directly to Apple and it didn't work. My guess as a web developer is that they have some sort of computer problem, and they will never admit it. But the worst part is that they are do not even try to delete this information to their system.

I call in once a year to see what I can do to save money on my bill and not one account rep asked if I wanted to cancel this option I did not order. The first time I heard about this addition is today when I called and asked the question, "what can I do to cut my bill for my telephone?" That is the first time I heard that I even had international calling. They told me they would credit my bill for 3 months of 15 a month but would not do any credit back to 2014 when they said I ordered this option using an app.

This is the first time in 17 years I have had a problem with T-mobile and it is very hard for me to understand why this should happen when I didn't even order this option with an app or email. I do everything over the phone locally that I pay T-mobile monthly for. I do not even know people that are international unless you qualify Canada as international and I do not think you do. If Canada is international I will shut up and never speak of this again. A reply would be appropriate to hear from a company I have been doing business with for the last 17 years.

Now I have to wait to see if they pay my Verizon ETF's before I pay off my phone so I can switch. This is just wrong. They have lied since the beginning. I hate their service and hate talking to them. I did one smart thing I recorded every conversation I had with them. I can't wait to see if they do pay off Verizon, can't wait to get away from them. Filing BBB claim.

In case 1 and 2 these were boldface lies! The sales rep knew that another party was paying the bill. It was discovered Christmas 2015 when we all got together. 4. Multiple requests had been made to have the insurance removed from the phones. One in particular upon purchasing the phone we were told it came with its own insurance, so I wanted to make sure "again" that there was no additional insurance charge on the phone. 'Oh yes no problem. I will take care of it'. No credit was ever received for the promise of three months back (it was the best they could do) and insurance still remains in place after a call just 4 days ago.

After being on the phone yet again, this time voicing my disgust of the fraudulent practices of the sales people and the amount I have paid in unapproved insurance charges over the years they offered me a embarrassing 385.00 dollars. I denied but requested a call from someone besides a supervisor. Yeah that never happened. So the saga continues. Maybe it's time to call the attorney general.

They would rather lose a customer than stand by what they offered in the first place. She was very nasty. I hung up and called back. I spoke with Latasha ** and explained my situation. She immediately credited me $50 and was as pleasant as could be. I still feel they should credit more but at least she stood by what was originally stated. T-Mobile supervisors should really be more concerned with customer service, especially Samantha **.

On top of this complaint my phone service is still acting the same way. I called in several times to tech support and the agent couldn't hear me or the call was dropped in between. Then today, 02-16-16 when I pulled up my account, it had an arrangement that I didn't make so they are fraudulently applying a payment without my request and I am not set up on ABP. When I called in the agent couldn't hear me. I had to hang up and call again but the agent dialed me first, still couldn't hear me until she tried the 2nd time. So stealing my payment account information, not submitting my payment, redoing my payment arrangement for a different amount without my consent and causing my services to be interrupted... RIDICULOUS!!!!!

I switched over to Verizon because I always heard from people how great their coverage was and service with Verizon. I cancelled my service with T-Mobile a week or so before my bill was due. I then get a bill for the full amount of that billing cycle, when I should have to pay only a partial amount. When I call customer service to rectify this, they state that because I ended my service abruptly, in their words, that I still have to pay the full amount. This is ridiculous. They are ripoffs and it just goes to show you, they do not care about their long time customers. I WILL NEVER GO BACK to them!!!

After calling T-MOBILE several times and getting several tickets created, I found out there is no option to set Binge on, on my account, I can't install Mobile app on my phone. I also found out that representatives, have no clue about the binge on option is. Since I was with AT&T for years, I found out how inferior T-Mobile service is to AT&T, cannot get no signal in many areas where I live if I drive (Stewartstown PA) so cannot use GPS. Calls get dropped all along I83 Between MD and PA. Texts and phone calls are lost in a black hole regularly.

Two days later, I received an alert from Credit Karma that a hard inquiry had been placed on my credit report. I am writing this review to help inform other consumers of the high pressure sales tactics that T-Mobile is utilizing to get people to switch to their services. Do not fall for them.

The next month there was no last bill but after a month and a half I got a last bill charging me for 3 months, that I never used. To make the story short they put me on collection, damaged my credit. I called them and told them that I will pay them one more month and that was final. They agreed and cashed the check I send them, and then they send me a letter telling me to contact the collection office myself, and to tell them that the bill was paid. I called the collection company. They said "thank you" but I still have to pay $79 that is equivalent to 2 months. I told them that the account was supposed to be closed and they told me that they will close it if I pay. Well I told them that I will pay them just because I am fixing my credit but I told the customer credit that I will report this issue and how they stole my money. Till today I will never use T-Mobile ever again.

I have tried to talk to to a supervisor about this but a "supervisor" is never available. However, one sales associate, named Bryan, claimed to be a supervisor and stated that everything is against me and blamed me and my brother for the theft. I don't know how it is possible for me to have stolen the phone when we signed papers with UPS on the contents within the package and seeming that the phone was stolen during transit.

T-Mobile has told me to contact UPS, then UPS says they cannot help me since I did not pay for the shipping, and request that a T-Mobile representative call UPS, however, T-mobile refuses to call UPS. I have the receipts that specify that the package weight was 2.7 lbs. Upon delivery the package weighed 1.00 lbs. I also have a printout of the tracking history, which says that there was an inspection for a damaged packaged. It's clear that someone in UPS stole the iPhone, but T-Mobile is charging me $1,056 for the theft, even though T-Mobile is the one who paid for the shipping. I have talked with several representatives with T-Mobile, and they have refused to help my case and have blamed me and my brother for theft.