T-Mobile Reviews

I am not interested in paying a penny more for the horrible service and will not continue with T-mobile next month. It took 2 customer service representatives, three supervisor, 57 minutes on the phone and a case of rage to finally have someone agree to refund the amount they overcharged me. I can't wait to move on. It has been the worst cell phone customer NON-service cell phone company I have ever dealt with. Good riddance!

The online representative told me that even though my account was suspended, there's some charge for the suspended account. Also, they told me that I will get my number back and everything would be okay as long as I pay the overdue amount of $60 something within 60 days. After 50 something days (for sure before the 60 days), I called to make payment. The phone representative told me that my account has been forwarded to the collection agency and I explained everything to the person and her manager. During the phone call (like a hour long talk), the manager hung up on me.

I called back and was not able to talk to the same person. Couple days after, I called again then reached to the Manager and he told me to send the copy of the conversation I had with the online representative. They wouldn't accept emails, so I did international fax. Although he told me he will contact me via email and let me know after they review stuff they never did. So, after a week or so later, I called back and tried to get to the same guy but I couldn't (there's no way for a customer to talk to the same person).

Another supervisor I talked to just told me that they forwarded the documentation to the collection agency and I had to contact the collection agency. I called the collection agency, and they had never received the documentation and did not know anything about it. Now, I have to pay over $200. I do have the manager's id number and his name, but it just sucks that I can't talk to the same person and explain everything over and over. Also, international phone call is so expensive. It is just not acceptable and hate the customer service saying "there's nothing we can do".

So, I went with another company for my internet so I could actually do some work at home and it is clear how inferior T-Mobile's network is in comparison. Then this week, after a year of crappy internet, I actually get real 4G performance. It took a year! Really, T-Mobile? Charge me for a year of unusable internet and then when I threaten to leave... Okay, so how about the phone? Still warbly dropped calls within "excellent" coverage areas and NOTHING at my elderly parent's home whom I visit often. REALLY, after a year, you have not checked this out? Your map says "excellent" yet there is NOTHING. You continue to claim "excellent" coverage yet I cannot make a phone call from the home I grew up in? My mother's AT&T phone works just fine there. It's the crappy T-Mobile network, NOT my phone. So where do I go next? Small claims court? I guess so because they continue to feed me false advertisements on their coverage.

I also paid insurance for defective phones. One day, my phone froze up. I called and they sent another one right away. I sent the defective one back, but, "T-Mobile never received it", costing me an additional $250.00. After 6 promises that my contract would finally end in May of 2013, it did. And they had the gall to charge me a $50.00 termination fee. I have never dealt with a company who dissembles at will and holds its customers hostage in this manner. Shame on you T-Mobile. I will tell the truth to anyone and everyone about your standard practices of ripping off loyal customers who pay their bills on time, every time.

My billing period ends on July 14 and I did cancel on July 18. For 4 days from July 14 to July 18, I was charged a total of $60.22 (full amount) for service I have never received. I called customer service but the Manager is saying there is no record of any call and my number was pulled out without cancellation. Is it even legal to charge for the service time that was never provided. Thank you.

Two months of service, plus the ETF would not even equal that amount! I was ready to call them to set up a payment arrangement, but not for that amount. Its ridiculous. And calling them, I always get sent over to this or that rep as if none of them have any info to give me. I am very disappointed in T-Mobile. I had them as my carrier several years ago and the charges were quite low and I had awesome service. Now, all I can say is I want to give T-Mobile a black mark for overcharges and an absolutely messed up payment system!

It's odd since both AT&T and Verizon show they have 4G signal in my area, but only T-Mobile shows 2G at best, and I'm not even getting that. For the past few years, T-Mobile has been going downhill and I'm at the point that I will gladly pay AT&T a higher monthly fee for a service that I should be receiving. I am not receiving what I am paying for through T-Mobile and they couldn't care less about it.

Since no one in T-Mobile had been able to help me with my reception issues, including but not limited to the Tech-Tech Dept sending me a signal booster which didn't help in any way, shape or form. I suggested to the Loyalty Dept rep that maybe it was the phones? And that maybe if we upgraded all the phones on my account, it would help? You see, at this point I was willing to try anything to be able to use my phones inside my house! I let the Rep know what your competitor had offered me and told the Rep at this point the other guys had better reception quality. The Loyalty Dept Rep then made me an offer, which was nowhere near as good as what I was getting with the other guys. However the T-Mobile Rep did agree since this was related to a T-Mobile reception issue that the upgrade (WOULD NOT) EXTEND MY CONTRACT! I reluctantly accepted the T-Mobile offer and even added a new line to my T-Mobile account.

I returned the 2 iPhone 4s, a Note 2 & the Samsung Galaxy S3 that I had purchased for $100 TOTAL FOR ALL 4 NEW PHONES! Call me crazy, but I had been with T-Mobile for so long I really wanted to give you guys the opportunity to keep me as a customer! Well, I realize now that I made a mistake in staying with you and would like someone to correct this mistake immediately! I am currently under contract till 12/26/2014. I request that my account be put back to its original contract end dates or just let me out of all of my 4 lines of service contracts. The talk, text & data plans, the My Touch phones Suck! NO CAPS. NO OVERAGES. NO ANNUAL CONTRACT. Not for existing customers!

I live on the Big Island of Hawaii and recently moved to an area that only has 2G coverage, but am paying for 4G? "OUR COVERAGE GOES THE DISTANCE" YEAH RIGHT! Not to mention over the last year I was barely able to use any of the 4 lines while inside my own home at my previous residence. The Customer Care Dept is a joke, so much so that I have started documenting my phone conversations on a regular basis, that is if I can understand what the Rep is saying, because half the time I call I get someone that cannot speak clear English. I have been on the phone with Customer Care for over an hour several times! I get bounced back and forth from dept. to dept., and then told that what the last rep said was incorrect or that they didn't explain the problem to the next dept. before transferring me! I MEAN REALLY, COME ON, THIS IS NOT ACCEPTABLE CUSTOMER SERVICE!

T-Mobile needs to revamp the way you do business! For starters, a Customer should only have to verify their account once, no matter which dept. they are transferred to. Since you as a company have opted out of contracts for new customers, you should honor that with existing customers if you want to keep them. You need to better train your Reps in all aspects. T-Mobile, this will help to limit the time customers are on hold and bounced around from dept to dept. Maybe have your reps take customer service courses from whoever trains Amazon Reps! Stop telling your customers what they want to hear just to make the sale. Say what you mean, mean what you say! KEEP YOUR WORD! AND REMEMBER: THE CUSTOMER IS ALWAYS RIGHT!

You know there was a time that I used be proud to say that I was a T-Mobile customer, and even sold you to my friends and family. I even applied at T-Mobile once but during the extensive application process was offered a job with a great local company. Now I sincerely feel that I'm being ripped off by yet another large corporation that couldn't care less about their customers. In this day and age, it's all about word of mouth. I wonder, if you took a survey off all your existing customers and how satisfied they are with your service, what they would really rate T-Mobile?

I called to cancel my contract several months ago. A rep. told me that "we have new plans and can lower your rate to $65.00" (have been paying over $100 per month for several years). Never happened - no confirmation number either when she told me this. Same bill kept coming month after month. Called back again and stated again that I wanted to cancel my contract. Have health problems per Doc, not sure how long I have, so cancelling. The new rep., young guy, paused for several minutes, told me "Um, I don't think there's anything we can do, yeah, nothing". I replied, "What do you mean there's nothing you can do? I'm telling you I am in bad health and wanting again to cancel my contract." He then went on to tell me again that they "now have new plans, with lower rates(!), that I would be put on a plan for $55.00 per month." He said he would back date it so that my last (current bill) would only be $55.00.

Well, next bill came, it was for two months, $195.00. (I only owed one (current) month on my bill). I can't believe that I was deceived yet again in this manner, again no confirmation number. He would not give me his name. This rep. argued initially that the previous rep. could not have given me that offer of $65.00 per month because they didn't have it at that time (when she in fact did).

I still remember when I first got the service/phone/contract, it was month to month, and I never changed it. I remember going into the same T-Mobile store where I purchased it originally, complaining that I wasn't getting any signal at my house (same City as the Store, just a few miles away from my house) and that I wasn't getting envelopes with my bills. A 350 lb. girl behind the counter immediately gave me a massive attitude, while chomping on a sandwich in my face, saying "Well, you should go green, don't you wanna be green?" (I am actually a massive environmentalist and recycling type person).

I just can't believe the blatant disrespect and devious business practices I have been subjected to throughout my entire experience with T-Mobile, from the very beginning to now. Now I am preparing to call them again, and ask why they did not honor this 2nd claim of a new contract. Again, I went from a month-to-month, to suddenly a three year contract for no reason. I have a feeling I know what I am going to hear, "We have no record of your call or any offer". I will follow up with another review after my next call, along with a formal complaint to the Better Business folks.

Basically paid hundreds to T-mobile, or they would disconnect my services. My attorney contacted them stating it was black on white - they are double charging and we found out there is no recall. Basically if they decide to charge you - they can and they will. And if you don't pay - they will send collectors and it will negatively effect your credit score.

Let me tell you something - go to ANY competitor, not these day-time robbers who abuse their power over their customers. It is amazing that if someone came up to me on the street and took hundreds of dollars from my bag, they would go to court, if not a prison. These billion dollar companies do that - and nothing happens. You do everything right and you still get screwed over.

DO NOT RECOMMEND T-MOBILE TO ANYONE.

I have paid the bill because it is not in my nature to let something go to collection, but I believe they should not be allowed to charge me for service I did not receive. I called offering to pay for the time we actually had phone service with them and they refused to credit my account. The only reason I went with another company was I did not have cell phone signal at my home while I was with them. I now have a signal with the company I am with. I spoke with a T-mobile rep. on two occasions prior to canceling my service and neither rep. indicated to me that I would be charged for the entire billing cycle upon changing companies. This company has figured out a way to assess fees even when consumers' contracts are fulfilled!!!

Each time we call we spend valuable time explaining each issue only to have the agent either transfer us to another department (where the explanations begin again) or they offer the same solutions previously explored. We have had several trouble tickets issued where a service tech was going to come out and check the coverage in the area and they were going to call us back within 72 hours - at NO time has anyone called us back. Each time we have had to call again and begin the explanation process over. According to your CSR reps we are in “satisfactory” coverage - which I have to disagree. The ONLY reason I have coverage in my home is because I connect to Wi-Fi, and as soon as I leave my driveway I am back to “emergency calls only.” Let me be clear that it is not just at home where we have issues, but that seems to be the only place your CSR’s are concerned about. On average for every 10 calls I make 8 of them drop and I have to make the call again. This is unacceptable and embarrassing.

One phone is used for business purposes during which he frequently travels throughout the state. This cell phone is the number his employer uses to dispatch him to emergency calls. The email and GPS are also used for business purposes during which no data coverage causes him to drive around until he finds a location to connect to Wi-Fi.

In my complaint to the FCC, I explained while traveling this past April we did not have service for the majority of our trip. During this time we traveled through blizzard conditions on ice covered roads and had to stop and purchase a prepaid phone, with another carrier, so that in case of an accident or emergency we would have communication. There are also LARGE stretches of interstate in Eastern US that have zero coverage, therefore the company that we rely on for communications simply is not there for us.

I was contacted on July 9, 2013 by one of your agents in regards to my complaint with the FCC, at that time she informed me that we would not be released from our contract without early termination fees. She stated that we should have cancelled during our buyer’s remorse period and that T-Mobile provides a wireless service therefore they could not guarantee customer satisfaction with the service. Let me first state I realize we had a buyer’s remorse period and yes we should have cancelled during that time, for that we are at fault, and I apologize. In closing I would like for you to understand what I, the customer, would like to see happen. I would like for the contract on both lines to be terminated without any early termination fees as well as no negative reporting on our credit reports regarding this account. I would also like any decision made regarding this account to be in writing.

If you do not feel that this is a viable solution to our continued issues with your service then I will continue to issue a complaint each time I have a dropped call or no service for the remainder of our contract. I will issue these complaints using any and every method I have available - i.e. 611, email, fax, as well as post each complaint in a public forum that will hopefully prevent others from making the same mistake we did. Direct quote regarding this letter from T-Mobile Executive Customer Relations, Dot **, “We regret any coverage issues you have experienced. Unfortunately, T-Mobile is unable to guarantee coverage..." - We are now looking into filing a lawsuit against T-Mobile for bad business practices, and fraud. BEWARE of this company!!!

I called in and was told it was my fault, then I was promised help and a return call. The called was returned a week after promised. Then I was told I would be granted longer time on the plan and told they would reset again from the office. And another callback was promised. I still have not gotten a call and I still cannot access the internet.

However, I was shocked and horrified to see that my first month's bill was about $550. I called and asked them to change my plan, I presumed they did. They did not. I received ANOTHER $500+ bill the second month. Needless to say, I was stunned. I called them back and asked them to give me another plan because my plan was obviously not the correct one I signed up for. They told me that I could get it "all resolved" if I sent a fax to customer relations. After sending various letters to their department, I received no response, whatsoever. Then, they began to harass me for the funds - which I expected. They threatened to turn off my service and lock my new number that I had recently given all of my friends and family.

So - alas - I paid the stinking money. Not only that, I paid the early termination fee, which was astronomically high. I think it was $275 - if I'm not mistaken. Anyway, I would like to sue them for this injustice but I'm not sure how to go about it. However, I will vigorously pursue it now that I'm a little older and know that others out there must have gone through this same experience.

This process really did cost me quite a bit, but I had to do a cost analysis benefit of my own time, as each of the phone calls to T-Mobile took over an hour, and I had to make several calls vs. just biting the bullet and buying a new one. I'd say go with Verizon. I was with them for over 7 years and felt they offered excellent customer service... but, that's just me.

On June 11th, I informed my credit card company Chase to rebill the charges since T-Mobile had refunded the duplicate charge. Chase rebilled it, so I had three charges and only two refunds on my credit card, thus meaning I was charged for the phone bill. I went on vacation and returned on 6/22 and it was still showing past due. Through multiple phone calls on the 22nd, T-Mobile credited my account for the payment as a goodwill gesture but still told me that they never received my payment. In the meantime, I had been in contact with the Better Business Bureau. At this point I was so over T-Mobile. First they accused me of being past due and I am the type of person who pays all my bills on time in full and has no debt. Then they accused me of lying about the payment.

Through multiple calls and emails with their president's office, I have gotten nothing accomplished. I have sent them a copy of my credit card statement showing that I was charged, but they claim this isn't good enough that I need so send them something with a running balance, which my credit card company doesn't even provide. I have had it with T-Mobile. This is a horrible way to treat a loyal 12 year customer. I can not wait until September 2014 to get out of my contract! I'd get out now, but I refuse to give them the satisfaction of the termination fee! If there is anyone that can help me with this, please respond. I am at a loss on how to proceed!!!

I finally had it 5 days ago. I need my phone and they are not doing anything to really help - not looking into the towers, etc. I switched to Verizon, but before I did that I called one last time and spoke with yet another person who couldn't help me. I told her I was switching and I don't think it would be fair for them to charge me to cancel since it was not my fault and I had done everything to try to give them a chance to fix it. She told me that I have too much usage on to waive the fee. I told her I had to go to extreme measures to talk or send messages (i.e. go down the street to find a bar or sticking my hand out the window to send texts). She didn't care. It was my problem.

I left a message for the President of T-Mobile that day. I am still waiting to hear back. I do not feel as though I should have to pay anything for all the documented trouble I have gone through. I need service. I need to be able to talk on my phone and receive calls. This is what I pay for.

Traveled to Orlando, Florida and noticed my T-Mobile 4G service worked well there; it confirmed that it is my location that is not working. T-Mobile never acknowledged a non-working 4G service in Long Beach, California.

So on June 3, 2013, I called in to T-mobile and I explained to the customer service representative the problem I am having and he sends me to technical support. There, I spoke to Louis and he told me to try a bunch of different things with my phone, as well as with 2 other phones that were home at the time. He had me restart my phone and then go into settings, more settings, mobile networks, network operators, and search now; it starts searching then T-mobile. Still, nothing changes. Then we tried to switch network mode.

He told me that the area I lived in is not 4G, that it is 2G, and that my phone, as well as the other phones, won’t work on a 2G network. He said I should have asked about that when I bought the cell phones, but I did. The woman went on and on about how she has the same phone and how the service was the best and so on. I went from a My-Touch 4G to the Samsung Galaxy Note 2. When I first got the phone, it worked great and I never had any problems. So why now is it that I can’t connect a call at my house or my work? Louis puts in two (2) tickets to check to see if there were any problems with the towers in my area. He gave me both ticket numbers. For my house, the ticket number is **, and the ticket number for my work is **. He said that I should hear something back in about 72 hours or so. No one ever called me back.

On June 13, 2013, I called again and this time, the customer service representative was rude. I explained my problem, and that I have always loved T-mobile and have been a long time customer. The representative then started to tell me, “Well, you have only been a customer since August 2007.” I was appalled (So what, I am still a paying customer for many years). Then she transferred me to technical support. I spoke to Travis **, and I apologized to him upfront because with the problems with the service and the customer service representative, I was very upset.

Travis ** explained to me that both tickets came back and the Baltimore ticket ** (my work), and that everything came back fine. In the business park where I work, there’s a 4 LTE tower, and the Fallston ticket ** (my home), there’s a known problem, no service west and north. I asked what that meant and he was unsure. He said sometimes towers are changed or removed (How is it my fault if T-mobile removed or changed towers?). He advised me to go to www.t-mobile-takeaction.com and type in my complaint, and for me to get anyone else who is having problems with T-mobile to put in their complaints (Why Should I have to gather customer complaints? But the thing is, you all ready know what the problem is).

Travis then had me try all the same setting to me and my husband’s phone that Louis tried on 6/3/13. Travis advised me he will put in another ticket and will call me back once the technicians reviewed the problems. We made an arrangement for him to call me back after I get off work at 4pm eastern time. My ticket number this time is **. On June 17, 2013, Travis called me back at 12:50pm, not after 4pm like discussed. I was at work and he left me a message stating the engineers reviewed the problems and said there are areas that need improvement in the network in my area and that they are working on it, and thanked me for being a T-Mobile customer (Okay, what does that mean and how long is this going to take?)

So yet again, I called on July 9, 2013 because I can’t connect to a call; and when I did finally connect the call, only to be dropped. I spoke to Nico after explaining yet again all the problems we are having, and she said that the engineers said that there was nothing else to be done (What!). She tried to change the settings again and wanted to send me another phone. I explained that it’s not just my line, its all of them. And that there is nothing wrong with my phone, it’s the service. She said that she was giving me a credit on my bill of $181.98, and she is putting another service ticket in. So what am I suppose to do now?

So at different times over the last 2+ months, trouble tickets were placed on my local cell tower as well as an investigation to do a deep dive into my actual phone number. Promises of call back each week were made and only one was followed through on. The one call back I did receive was a message that said “Your trouble ticket is still out, not complete.” Each week I had to call T-Mobile back to find out the results. Each week T-Mobile said I should not be having problems as all my tests came back with no problems. All this troubleshooting and no one checks my call logs?? How convenient. Because they could find no problems, they asked as a last resort that I send back my new Samsung Galaxy S3, which was in perfect condition.

The T-Mobile Customer Service rep and I went through the aspects of the phone together to make sure it would still be under warranty. We both agreed over the phone it was going to be fine and I already knew it was in perfect condition. So I sent it back in the packaging provided your company, per their request. I knew this would not fix the dropped calls, and it was a huge hassle for me to reinstall all my programs, exchange email, Gmail, apps, various contacts ringtones, etc. but I knew I had to play your game to prove that it wasn't working. I even went so far as to go from Bainbridge Island where I live, to The T-Mobile in Factoria Mall to have the customer service agent at the store help me move the contacts and photos… where he then proceeded to delete all 741 of my photos that were not backed up.

Needless to say this was heartbreaking and once again I spend an enormous amount of time trying to figure out if there was a way to recover them, on the phone with the T-Mobile shop in Factoria etc. to no avail. They were lost. This was tragic. So, my calls continued to drop with the replaced phone and I kept calling for help. Each one of these instances someone from T-Mobile “promised” to call me back, and only once did someone follow through on that. At this point, I am having issues with my business and my relationships because of the consistency of the dropped calls. Everyone who talks to me on the phone gets dropped… it is hugely affecting my daily life. People are irritated and it affects my job and personal life drastically. So last week, I was done, I went into MY T-Mobile account online to see the billing to find a $135.00 charge for a “out of warranty” charge. I was mortified and shocked.

I immediately called T-Mobile to find that although NO documentation was provided to me the phone had arrived with a broken LCD screen and that I would be responsible. I was so incredibly upset at this point that I yelled at the poor man on the phone at T-Mobile and then broke down in tears. Please tell me when this madness stops??? T-Mobile is not providing me with phone service that works and will not allow me out of my contract. T-Mobile asks me to replace my new phone to troubleshoot as a last resort, I pay the $5 warranty shipping fee, they give me the box to send it, and I do it per their requirement to troubleshoot. UPS breaks my phone, and I am charged $135 for a phone I did not break. T-Mobile does not provide documentation or proof that my phone was broken and I am responsible, and the saga goes on. This is far from OK for any business.

This is the absolute worst experience I have had in my life as a consumer and a professional. In my 28 years of dealing with cellular companies, I have NEVER experienced such hideous customer service, lying and disregard for a client. They are calling me a liar by telling me all their “tests” came back fine. Do you think anyone in their right mind would want to go through the number of calls and time I have spent on the phone? If this wasn't such a blatant disregard and scam I would drop it. But at this point, this is principle and it is costing me money let alone my time. These people are cheating out good consumers like myself.

At this point, after 2+ months of customer service calls, pain, etc., they will still not let me out of my contract and are now sticking me with the cost of a phone that I did not break. I do not know what to do any longer than to go on a long journey of blogging about how horrible they are. Any advice is appreciated.

On Monday, January 21, 2013, I left my cell phone, an HTC Amaze, in a taxi cab. I requested a replacement phone the next day but was informed that the model of my phone was no longer available. Of the two options provided, I selected an HTC One and paid the replacement fee.

After approximately a month, I began experiencing connectivity issues with the phone. The screen would reflect a full signal, but when I pressed the talk button, the line would not connect even though the screen stated that it's dialing. I was also unable to receive incoming calls during these periods, which lasted from five minutes to hours at a time. I called T-Mobile Customer Service, explained the problem, and wasted about an hour of non-productive troubleshooting before receiving word that a replacement device, another HTC One, would be shipped to me.

About one month after I received this replacement, I began experiencing connectivity issues again. While in places where I should receive a full signal, such as my home and work, my phone would drop the signal completely, such that no information or calls could be sent or received. I called T-Mobile on Monday, February 25th, after experiencing the problem throughout the weekend. I explained the problem and wasted about an hour of non-productive troubleshooting before receiving word that a replacement device, another HTC One, would be shipped to me.

Less than one month after I placed the order for my previous replacement phone, I began experiencing connectivity issues yet again. While in places where I should receive a full signal, such as my home and work, my phone would drop the signal completely, such that no information or calls could be sent or received. I called T-Mobile on or about Tuesday, March 19th. The first representative I spoke with checked for service interruptions and told me that I needed a replacement phone. We were disconnected, and the next representative told me there was a service interruption which could last 72 hours. I found this answer to be both dishonest and unsatisfactory, given that the first representative already confirmed that there were no service interruptions and that T-Mobile has a vested interest in claiming that service interruptions exist so that they do not have to replace phones.

Over the following weekend, my connectivity issues persisted. I typed the name of the phone into an online search engine, and various entries returned, detailing various connection problems known to exist with this phone. I took pictures of my phone side-by-side with another T-Mobile phone, and the other phone had full service whereas my phone had no service.

Once more, I called T-Mobile Customer Service. I relayed my concerns about the phone and requested a different model phone, or to be released from my contract without penalty. I was transferred a few times, until I spoke with Estella, Rep ID **. Estella was unbelievably rude towards me. As before, I wasted more than an hour of non-productive troubleshooting before receiving word that a replacement device, another HTC One, would be shipped to me. According to Estella, my only recourse was to contact the Contract Review Board. I emailed the address she provided, Exhibit A, and received a reply email, Exhibit B, confirming receipt and promising a response in 10 business days. I never received anything else from T-Mobile.

After I exchanged my phone in March, for the third time in three months, I received a letter from T-Mobile stating that the phone was damaged and my account was charged $92. I have pictures of the phone and there was no damage to it; this was simply an attempt at retribution because I informed the T-Mobile representatives that I will begin arbitration proceedings if no change is made. I called T-Mobile on Tuesday, April 16th, to dispute this charge. I spoke with someone who was very helpful, understood my predicament, and removed the charge.

On May 7th, I began experiencing connectivity issues with the phone again. While in places where I should receive a full signal, such as my home and work, my phone would drop the signal completely, such that no information or calls could be sent or received. I called T-Mobile, explained the problem, and wasted about an hour of non-productive troubleshooting before receiving word that a replacement device, another HTC One, would be shipped to me.

I was completely dissatisfied with this response. I demanded a different model phone, but was told that there was no option to send another model. To rectify this issue, I was told that my only recourse was, once again, to contact the Contract Review Board. I also contacted the Legal Department at T-Mobile, and John Legere, President of T-Mobile. I sent a letter, Exhibit C, demanding a response in 30 days, the amount of time I estimated would pass before the replacement device malfunctioned.

I received the replacement on May 8th and changed devices on May 9th. When I received this replacement, the box did not have a return mailing label. I called T-Mobile because I was very concerned that this was an attempt to delay my return of the device and impose another unwarranted penalty. After a lengthy discussion with T-Mobile representatives, I received a credit to my account to cover the shipping costs. On May 10th, just one day after using my fourth replacement phone, the phone experienced the same connectivity issue. I took a picture of my phone with no signal sitting side-by-side with another T-Mobile device that had a full signal.

When the signal finally returned, I interrupted my vacation to call T-Mobile and demand a resolution. I adamantly refused the issuance of another HTC One replacement phone. I spoke with various T-Mobile representatives. The first person that I spoke with referred me to another representative. This representative listed possible methods of resolution: pay $100, to be released from my contract immediately, or to be released from my contract for free in July. I thought the second option was odd, and she explained that the early termination fee would be reduced to $100 in July, which was within 180 days of the expiration of my contract. She assured me that she would not send another HTC One phone. She offered to send the Samsung II, which I refused because the Samsung IV is already available and I did not want yet another outdated phone to restart the same frustrating process that I experienced with the HTC One.

When I asked to speak with her supervisor, she attempted to transfer me to Raymond twice. Each time, the call was disconnected. I called T-Mobile again until I was able to speak with Raymond, who refused to consider my request. Raymond acknowledged the options that were available and stated that they were a departure from protocol. After a lengthy exchange, I requested to speak with Raymond's supervisor. Conveniently, Raymond stated that his supervisor was unavailable, but would definitely call me before close of business in the local time zone. Predictably, the supervisor never returned my call. Raymond also informed me that the Contract Review Board, the entity that I had consistently been told was my only recourse to leave my contract, was disbanded three months earlier. I expressed frustration that earlier this week, I was repeatedly, even that very week, directed to contact this nonexistent board.

On May 14th, I contacted T-Mobile again. Though I was completely frustrated with the latest developments, I decided to wait until the 30-day period after my letter to file my request for arbitration, because I was hoping T-Mobile would finally do the right thing. I requested a different model phone because I still had connectivity problems with the HTC One. As I explained to two T-Mobile representatives, my decision to request a phone was completely separate from the early termination waiver issue. T-Mobile had a duty to provide a phone that worked properly when I paid $150 for the replacement device. T-Mobile obviously did not provide the good that was promised and paid for; thus, I still needed a working device. When I spoke with the supervisor, he confirmed that the distribution of a phone would not affect the early termination waiver issue. For my fifth replacement phone in four months, I received a Samsung SII. When I attempted to address the early termination waiver issue, I was once again directed to the Contract Review Board.

On June 6, 2013, I received a letter from Mercedes ** in Executive Customer Relations, Exhibit D, which was dated May 15, 2013. Ms. **'s letter misrepresents T-Mobile's offer to me on May 10, 2013. Ms. ** writes,

"On May 10, 2013, T-Mobile, in an effort to amicably resolve this matter, offered to credit half of the valid early termination fee if you chose to cancel your service. Additionally, T-Mobile offered to replace your HTC One S handset with a Samsung Galaxy SII handset, both of which you declined. If you would like to accept this offer, you may contact me directly at the number below."

As stated above, T-Mobile offered to waive $100 of the early termination fee, which would require me to pay $100 in May, or nothing in July. Additionally, Ms. ** wrote,

"We have examined the returned device and it was found to have sustained damage to the LCD, which is not covered under the warranty. A warning of the possibility of an out-of-warranty fee was read to and agreed to by Ms. ** at the time of exchange. Based on the above information, it is T-Mobile's position that the out-of-warranty fee was validly assessed, and we respectfully decline to waive this fee."

Ms. **'s letter suggested that I pursue arbitration if I remained dissatisfied, or contact her or Customer Care with questions. Yet again, T-Mobile has attempted to impose fees as retribution for my declaration that I would pursue arbitration if this matter is not addressed. Ms. **'s letter threatened an additional fee that will not be waived, but offered no information about the said fee. She did not include the amount of the fee, which of the four replacement phones was allegedly damaged, or the day that the fee would be imposed. This fee is obviously a transparent attempt to punish me for complaining about my service.

I called Ms. ** on June 7, 2013 to discuss my concerns. Her voicemail message stated that she was out of town, but would return on Monday, June 10, 2013. I left a message requesting that she return my call. I also called Customer Care to receive more information about the alleged charge. Jasmine told me that no charge had been added to my bill yet, and she was unable to tell me the amount that I would be charged, the reason, or the date that I would be charged.

I was also told by Jason, a Customer Care Specialist, that T-Mobile would not honor its offer to release me from my contract without a fee in July. Jason said, "I know it was offered, but, like I said, it is not an offer that I can guarantee at this time." Jason claimed T-Mobile's Terms and Conditions stated that the offer was no longer valid, but could not point to any specific provision.

I called Ms. ** on June 10th, 12th, and 13th. Despite various messages, Ms. ** has not returned any of my calls. When I called on June 13th, Ms. **'s voicemail had been updated. She promised to return calls within 24 to 48 hours, but this did not occur.

At this point, I am fed up with running in endless circles that T-Mobile has created. I have been repeatedly told that my only recourse is to contact the Contract Review Board, which does not even exist. Despite repeated guarantees from T-Mobile representatives that I would receive a prompt answer from the Contract Review Board, my letters have gone unanswered. I have contacted the highest level of management with my concerns, and, after three months of complaining, received a poorly-drafted letter that vaguely threatened an additional fee without sharing any of the relevant details. As directed, I have called Ms. ** numerous times, but she refuses to return my call. I have also called Customer Care, but the representatives refused to honor the offer made by T-Mobile.

I am at the end of the road. Given the time that T-Mobile had wasted with its illusory promises to review my concerns, at the beginning of this month, I was willing to take the offer to leave my contract in July without an early termination waiver. T-Mobile has shown that it will not do the right thing. I have simply requested to be released from my contract without an early termination waiver and free from any latent attempts at retribution based on my willingness to complain about the poor customer service that I have received.

Again the next day, it was the same song and dance. It's useless for support and has to be planned. Now, there are no calls, no work, and I'm over Tmo period. Chinese SIMs work 5 bar here, and cost less to use. No wonder the TMo store staff in Oakland was complaining about rescinded bonuses - the company is guano. T-Mobile is slime non compris. If that bankruptcy link at tmo com is them, they deserve it. Hope they starve to death.

What I have done since. My first Samsung phone had to have a replacement sim card. That didn't help at all. I've been working with Technical Support with this situation. Since my phone had a warranty, I received a duplicate cell phone utilizing the same battery and the replacement sim card. I sent the first phone back to T-Mobile. For the first three days, the cell worked fine. Then the same problems are occurring again. I called Tech Support again and I talked to a higher level management team. They knew that there was no problem with the phone, but they are going to try to boost the signal from the cell tower near my home. They told me to wait for 72 hours before I can call to hail at their achievement or start complaining again.

I did state to them that I was going to break the contract because of lack of service. Their immediate response was I would have to pay $200 to break the contract. All of a sudden they have no more contracts. Since my first phone had a warranty, they told me I would have to pay a $20 replacement cost. I was furious with them. I told them I would have my Congresswoman and Senator on their backs if they tried to charge this Veteran. They decided not to charge the fee.

I was doing some searching online and noticed similar problems with someone else's T-Mobile service back in 2007. And another situation in the same time span when T-Mobile was using an AT&T Tower and AT&T would reject their signal. I think that's the problem right now. Their piggybacking off a tower that's incapable of relaying a clear and accurate cell signal to my phone. I have epilepsy and it's a health issue if I can't call out for help. I need assistance and answers.

Again, I contacted T-Mobile only for them to tell me it was on backorder. So my new frustration led me to write Consumers Affairs because of all my many encounters with T-Mobile and reluctantly after five years later decided to give them a second chance and I went with their pay-as-you-go plan. Now I have a fully purchased Galaxy Exhibit 4G phone that once again has insurance and is not working. Before they will replace it with a new phone that covers me under my insurance, they want me once again to send them my broken phone. I'm so full of frustration. Please help. Don't know what else to do.

I called CService and I was shocked when told that the "unlimited talk and text to anywhere in the world" only applies on a landline phone, and another thing is that the Philippines is not included. So meaning, all calls made to the Philippines are all long distance calls, toll calls. The message I received as an invitation from T-Mobile did not say much about what was the CService was telling me, but "unlimited talk and text to anywhere in the world" is very plain and clear, unless this was used to mislead customers. Anyways, the CService apologized, said will give me credits, but told me she cannot make adjustments to my account unless payment is posted (suspended for a while for lack of money). So I did make a payment and brought the account to current. But coming next bill is outrageous, telling me past due of $184 and $310 current charges. How the hell did that happen? And to this date, I’m still trying to get answer and help from anyone who has the same scenario as mine.

I don't recommend them for anyone unless you like to be lied to. I would type out everything they have done in just a month and a half but you wouldn't believe it. They tell you what you want to hear and get you in and then throw you to the side and are not helpful. Service is awful, at least in our area. Good luck to anyone who chooses them.

Phone #2 - The refurbished phone, that looks like you took it out of the dumpster, did not charge up at all, back to the local store just to confirm this was a bad phone. Phone #3 - Now another refurbished phone, continually drops calls, or goes directly to voice mail and now the email will not work. The rep told me yesterday they are having trouble with Yahoo. The customer service rep on my initial call sent me to the manager Vanessa. I’m not sure what manager just keeps reading from a piece of paper stating the terms of the contract instead of listening. She kept interrupting me over and over again. MY concern is that the phone malfunction caused it to heat up and potentially burn my daughter and no one gave a care. And I am sure they are having fun sending us phones that don’t work, so I’m calling to cancel my service.

Two months passed and I got a bill for $600.00 for not returning the phone. I called right away to customer care and explained that I returned the phone two months ago. I called several times, but no one knew what's the problem and where the phone is. I called twice and the customer rep said, "Yes, we got it, but it was 60 days late." After I explained again that I returned the phone three days after I got the phone and she needed to do more research, she put me on hold for 45 minutes but she came back with no solution.

I have been a loyal customer for four years and always paid my bill on time. This situation is very frustrating to me, in all shape or form. I'm an honest person and I did return the broken phone, and I'm tired of explaining myself over and over. Please, I need help for this matter to be resolved. It is not right to charge a customer for someone else's mistakes. During the two months, no one even called or texted or emailed me that the broken phone was not received. The only text I got is that my payment is due another five days. I hope someone will take this matter very seriously as I do.

Fast forward to last night, 6/11/2013, when I ran into two friends who had gotten the same treatment at the store located at 105 E. Alameda Ave., Burbank, CA 91502. One is a black gentleman in his 70s and the other is a Mexican lady in her 40s. Nothing has been done to change the problems of no diversity at this location. There are no women working there, and only this one race of men employed there. This is a lawsuit waiting to happen, yet T-Mobile Corporate does nothing to change the problem.

Now the old account that they canceled, T-Mobile forced me to pay the balance from 5/25/13 to 6/24/13. It was $183 so the service was covered until 6/24/13... But T-Mobile disconnected my service on 6/3/13. So in few words T-Mobile forced me to pay 3 weeks of service that was canceled on 6/3/13. T-Mobile are thieves, cheaters, and when you call then, T-Mobile makes you wait on the line and later they just hang up... This happened to me 6 times. T-Mobile gives you a false confirmation number that does not exist. Now I have a new account since 6/4/13 and again I paid $77.80 to activate the service that T-Mobile disconnected after I paid.

I call again and train to be in my best behavior to not curse anybody; they "keep pushing my bottoms". Sometimes I think you need to be nasty to see results. They agree to give me an adjustment in my bill. I was happy. But when I call the next week, guess what? The same closing amount, no adjustment and no payment in the bill. I call again and this time I talk to a manager, WORST! They think any person that talk to them is because they don't want to pay; I'm trying to work this out but it’s like it NEVER ENDS!!! This person tells me I have some fees I have to pay, and how convenient is the same exact amount of the closing amount and no adjustment was made, and WORST no payment was added. I give them the amount again and the confirmation number of my payment. THIS IS A NIGHTMARE!! I wish the government or whoever put a stop to this kind of business. People, watch T-Mobile. T-MOBILE IS THE WORST OF THE WORST!!!

Now, when I went in, the T-Mobile Sales Representative said that he will be providing me two "dummy numbers" first before I can transfer my existing T-Mobile Prepaid numbers, and that my numbers would be ported within 24-72 hours. I also inquired about the MCSE (a corporate employer discount that many companies provide to their employees if they receive benefits through T-Mobile as a partner). He told me that I just need to call T-Mobile Care and it would be taken care of. So I went home and called about the MCSE. I was transferred to a Business Care Rep and was told that in order for the MCSE to be applied, they would need to cancel the lines I just made and then they would open two new lines for the MCSE to be applied. I was told, and I asked several times with two representatives on the phone, if this will affect me in any way in terms of the EIP or any cancellation fees. The representative said it would not.

Now, a month later, I received a bill stating that I am obligated to pay for the full amount of the devices ($960). I was shocked, and to be honest, really pissed off, so I called and the representatives apologized and said it was the fault of T-Mobile but that they couldn't do anything about the EIP. The only thing they could do is have me on a four-month installment plan to pay off my phones instead of the 24 months that the EIP would have allowed. I know no matter what that I would need to eventually pay off the phones, but wow, that means for the next four months, I would be paying $240 PLUS my monthly rate plan...and all they could say was "Sorry, but the only option we could give you is this four-month plan..."

Now I kind of regret being with T-Mobile. Maybe when I pay the devices off in four months, I'll be looking for another provider...AT&T perhaps?...T-Mobile, you disappoint me. What's unfortunate is that T-Mobile most likely will not do anything about this, and you wonder why you're last of the big four carriers...

So I did pay $44.04 last May 4, 2013 in the store. And so when I looked at my bill for the cycle May 19 - June 19, 2013, I was so surprised because my bill is $397.25. And so when I opened the T-Mobile website and saw my bill summary, I saw that the $280.02 was added in my current bill. So I called T-Mobile Customer Care, and Kelly (supervisor) told me that because I paid only $44.04 last May 5, 2013. And so I am very irate and Kelly told me that I did not call customer care. But I told Kelly I did and gave her the name of Aldrin (supervisor); but still she insisted that I did not call.

So I filed a complaint to Better Business Bureau last May 28, 2013 and after 2 days, Marissa (customer relations), ID#**, told me that the credit was given first before the bill was issued. But I told Marissa that my bill statement always comes out every 22nd of the month, and the credit was given to me on April 28, 2013. So why is that Marissa told me that credit was given first, and Jaysa (loyalty customer service) told me that I’m only paying $44.04 because your bill is $280.02 minus my credit.

And so why Marissa (customer relations) is accusing me that the credit came in first before the bill. I told her my bill come out every 22nd of the month, and the credit was given to me April 28, 2013. And so Marissa doesn't like to listen to me anymore. She keeps on cutting me and she keeps on saying that she will go and write back to Better Business Bureau. And so I have 2 more complaints that I filed to Better Business Bureau. One is the calling of Marissa and telling me about that I only pay $44.04 last cycle, and she is accusing me that I did not pay the whole amount of $280.02. I did tell her that my bill come out already before Jaysa (loyalty customer care), gave me my credit and I repeat it again. Jaysa told me the only payment I will make is $44.04. She even saw my bill statement and credit was $235.98. I think T-Mobile felt that I cheated them and T-Mobile is not happy about I only paying $44.04. So to get back to me, they added the $280.02 on my current bill.

Up to now, T-Mobile doesn't have anything to do of my current bill because there are no changes on my current bill. It is still $397.25, and so I filed a complaint again to Better Business Bureau, asking the help of the supervisor or manager of Better Business Bureau to talk to T-Mobile CEO or the billing department in headquarters in New Mexico. Or talk to CEO Mr. John Legere and his email address is john.legere@t-mobile.com. Please help me straighten my T-Mobile bill. I want the T-Mobile to take out the $280.02 on my current bill and show on my bill my credit of $235.98 and how much is my current bill. Please, please, please... Thank you very much for your consideration.

Original Review: June 4, 2013

I have had T-Mobile's service for over three years and have never been happy. My line was provided as a business account (due to cost of service) and I had signed a contract one month before the company allowed us to make changes with our carrier. Now over a year into that contract, I'm struggling to get out. My T-Mobile branded phone (MyTouchQ) has been a joke with random shutdowns, restarts, boot cycles, freezing, lagging, unintentional line switching, and simply not having sufficient processing power to run the operating system.

T-Mobile's coverage is the worst for me. I have my phone for my job at which I travel somewhat frequently with students. My cell phone is the number which parents have for emergencies and is what I have in case our buses/transportation have an issue. There are LARGE stretches of interstate in the Eastern US that I have found to have absolutely ZERO coverage. I cannot call, text... nothing. This would be a huge problem if we were to have an incident and the company I rely on for communications simply is just not there for us. It also fails to function in two of the specific addresses where significant portions of my business take place. T-Mobile has recently changed the services they provide, and now claims on 6/4/13 with their decision to cancel a portion of their previously offered cloud storage (originally used as a selling point) that they are not making a materially adverse change to my service (T-Mobile T&C line 6).

As a phone, the MyTouchQ would be a better paperweight. T-Mobile never did anything for me despite numerous calls and offers on my behalf to pay for an upgraded/different device. As far as service, T-Mobile has been unreliable and a corporate liability to the safety and well being of my students. Customer service has at times been downright rude both in store and on the phone. T-Mobile wants me to pay the balance of a phone as well as an early termination fee. I'd gladly pay off the balance on my glorified paperweights to avoid their termination fee and have the ability to choose a company with better customer service and network reliability on major US roadways. Also, I wish this company would realize that changing your additional services which you use as a selling point of how you brand your company is still a change to what you offer consumers, and when changed... is or can be an adverse change to the consumer.

My next bill was lower for the monthly plan but there were nearly $400 in extra fees called migration fees because I was not eligible for a plan change until 10 days after this occurred. I immediately was shocked that they would think a customer would be dumb enough to pay to save money when I could have just waited the 10 days and changed or stayed with current plan. Customer Care (what a joke) told me they would reverse the fees but when I checked my account 3 days later, they were still on my bill.

Again I called in and then I was told I have to return to the store where the transaction occurred to have the charges removed. Three trips and 3 weeks later, I still have charges on my bill. Everyone I talk to at T-Mobile has a different answer and none of them are the right answer. T-Mobile is not customer service orientated and after googling more info about the company I found that I am far from alone in being unhappy with T-Mobile and they are notorious for overcharging, bad cell service and customer service seems foreign to them.

I have worked with the public for over 30 yrs and I would not have a job if I treated people the way T-Mobile does. I don't know who is running the company but I can tell them this, "If you don't start providing good customer service and training your employees properly, you will not have a company." I was taught that unhappy customers tell more people about the company than happy customers and from looking at the results from googling T-Mobile, that is true. I haven't found 1 happy customer yet but there are thousands upon thousands of unhappy T-Mobile customers past and present.

I am about to be a past customer real fast and I will be glad to share my dissatisfaction with T-Mobile everywhere I go & online. Pretty soon, I expect they will either start listening to the negativity about them or they will not have a company. T-Mobile... WAKE UP!!!! Customers are unhappy and you need to do something about us!!! Change your ways, T-Mobile, or we will change our cell phone carrier!!

Remember, this is a business cellphone line. I just called again and my number was terminated by T-Mobile. Someone mistakenly terminated my number, so they're in the process of getting it back, but I have to wait 48 hours. That means that my main business number will be out of service for 96 hours. T-Mobile is good for kids. Kids don't need to rely on a network.

Now I get a bill from collections for $477. They REFUSE to cancel service and run my bill up. This cannot be legal. Every month it's a different story but bottom line is that I have stayed in contact with them and repeatedly stopped my service. Yet, they seemingly vindictively defraud ex-customers out of money. I was a loyal customer for 7 years. They just wouldn't give me a deal on a new phone when another service did. I wonder who else has had this issue and how did you resolve it?

Two weeks and nothing so I called again and they told me, "Oh well, you crossed off your bank account # so we can't accept this." They told me that nothing can be altered- so they want to see all of my transactions on that statement along with any other sensitive info. This is just plain absurd. Why on earth is it my responsibility to prove with my sensitive info that they took my money? They have an accounting department and I gave them the ACH# so why is the burden on me?! Well, of course they don't have an answer other that than, "I'm sorry; that's what we need." The real kicker here is that I called to cancel my service with them 2 months prior to this. My reason for canceling was because I got over 15 dropped calls a day as I would travel nightly through the mountains of Colorado for work.

Obviously, when you have a dropped call, you call back or the other person calls back to finish the conversation. At the end of the month, I went over 33 minutes on my plan and the reason was because for every dropped call, they count the fraction (4 sec, 34 sec, etc.) as full minutes. I pointed out to the rep that I would have never gone over if I didn't get 15 dropped calls every day. She credited my account and sold me on a new phone. She explained that the reason was because I had an unsupported phone. I had one of the first smart phones, Nokia 7710, and I did get it from a third party but I had it on the T-Mobile network for 3 years at that point and really never received problems. I knew it was very unlikely that this was the problem, but because she added an extra 500 minutes a month to my account for the same price I was currently paying and she told me that she would send me a new phone free of charge and that phone would work in the mountains, I decided to stay with them.

My plan was to use the then new phone when I drive through the mountains and, switch to my smart phone during all other times. After I received the free phone, I still had the same problem. I was frustrated but T-Mobile also had the most affordable mobile internet at the time so I still stayed with them. Two months or so later this billing problem arose. When I first called about the billing problem, they just opened a dispute and turned my phone service back on. I didn't know that it would take so long for them to handle this problem as I thought it was just a glitch in their auto payment hotline and that they would be able to verify my payment within a day or two. If I knew it was going to be this way, I would have just canceled, but they kept me on my plan and obviously kept charging me. After talking to 20 employees including a number of managers, I just wanted to cancel my service altogether.

At that point, not only did they not recognize the payment in dispute, they also tried to charge me a $200 cancellation fee. I asked, "Cancellation fee for what? I don't have a contract. I have been with you for 5 years" .They then explained that when that lady convinced me that a new phone would fix the dropped call problem I was having and she sent me the free phone, it started a new contract. I was unaware of this as the rep never said anything about that. They also tried to charge me for the service during the time that they were (I was) trying to figure out the payment dilemma. Once again, if I would have known they didn't plan on paying me, or even if I knew that I would have to provide the proof I would have stopped service day 1 of the dispute - I would never have stayed on the plan and owe them more money for another month. I contacted the BBB and the FCC and neither organization was able to help.

They put me in touch with another rep who told me the same thing I had already heard. I also did my own research and found on T-Mobile's own website, posts of this same thing happening to others, but they all ended up paying because they didn't know what else to do. As I was a student at the time, I didn't have any more time to waste. I decided to wait until it went on my credit so I could take some action. It has been affecting my credit for a while now and I now need to do something about it. I chose to write a complaint here because T-Mobile has recently done away with contracts and is running a big campaign to bring in new customers with this No Contracts business model. I strongly discourage anyone to join T-Mobile. Their customer service reps are liars, and most of them contradict each other.

They steal money and they provide horrible service. Because they have gotten away with abusing customers as there is really nothing a consumer can do to hurt them, they just keep doing it over and over. I have pages of documentation so maybe I can finally do something about it, and hopefully this review will help people not deal with the same problems.

I reconfirmed almost three times with the representative to recheck the offer but he said that the deal given to me was based on the credit score and the collaboration with Amex, etc. must be recorded at T-Mobile's end. 15 min. later, when I called them to change the 2 SIMs from Micro to Regular, T-Mobile reps cancelled the original request with a promise that nothing will change from the original order other than SIM type from Micro to Regular (Glenn and Mike **). With that promise, they created a new order but the offer has changed entirely. This is cheating. Someone please get me that offer.

Finally I got to a supervisor (my 7th person) who tells me I have to send my phone in and they would send another one out. Yes, that is correct! They will take this phone I have and send the same phone back. Hmm, so I would lose everything including pics of my kids, ringtones, apps I paid for. Awesome, right? Now, I have to pay $600 because I didn't keep the box or return shipping label - I thought there was no need. Crap... Go with another cell phone company.

They did the same thing to my sister - I just found out. I even went to the T-Mobile store and they tried their best but since I don't have the shipping label, I would have to pay for it to be sent back. Basically, I got scammed and I am a single mom with two very found kids and now trying to get a stable phone has turned out to be another stress. Now I have to figure out how to come up with $600 in two weeks or my phone will get ** off. This is a horrible company. Not to mention the way they train their customer service team to act like they have sympathy but it's funny when you call and talk to 7 people and they all say the same lines. I guess it works and people think they care if they only talk to one person. Lol!

I got the number for collections and they said, "Sorry, we have to hear from T-Mobile to remove this." What the heck. I have all the evidence yet I am getting the runaround. What is wrong with this? Do I have any remedy here? I have sent the papers to the credit agencies to have this removed. Is there anything else I can do?!

Finally, one of the people I talked to let it slip that they were converting towers from 3G to 4G, and my phone wasn't compatible. So I was forced to get a new (free) phone and sign up for another two years. Again, I was only interested in using it to call, although I did try the internet connection briefly and racked up $5 of charges. But after that, I turned off the Wi-Fi and made no attempt to connect to the Internet. Then my next bill comes and I find I have been charged for the phone ($200) plus activation fee. I call them and they apologize and removed the charge.

The next month, I get a $2 miscellaneous charge seemingly related to internet access. I called and told them that can't be possible, I don't have Wi-Fi turned on, and I don't access the Internet through T-Mobile or any other network. They spent quite a bit of time arguing with me and saying I must have done something by accident like push a button unintentionally. I told them that wasn't possible since I have a lock-out feature and no buttons can be pushed accidentally when it's locked, and I certainly didn't do it intentionally.

They agreed finally to take the charge off but said I would have to call again next month because it will show up again (in fact, they said my account had already showed this misc. usage fee as I was talking to them). I'm starting to think that they've gotten direction from management to add charges (small charges) that most people won't notice or won't bother pursuing, especially if an auto pay has been set up (as I have) since then. They might assume people won't even look at their bill. Maybe all of the phone companies do this until a class action lawsuit comes along.

In any case, I'm seriously considering looking for another company or maybe a pay as go plan and dump T-Mobile, even if I get hit with charges for doing it in less than two years. I don't know for sure, but it seems like pure dishonesty and greed are the words of the day, and asking to speak with a manager won't likely help since they are probably directing the first-line people to tweak the bills.

After this, he miraculously found a note on my account that says I was not supposed to be charged. He then asked why I want to cancel my service and I explained the lack of coverage even though it’s none of his business why I want to cancel. He said that I would need a mail or fax a letter to them to have the charges removed and that he is unable to remove them at customer service. After I explained that I had already been told by two other reps that this was taken care of, he put me on hold and said he would take care of it. After he came back on the line, he said that since I had a contract (I did not), he would put down on my account that I had poor coverage and this would suffice so I wouldn't have to pay anymore. So after three phone calls and being lied to by three different people, I will never use them again and I will tell everyone I can how bad this company is.

Problem is, nothing has gotten better. Simply, problems have compounded and become worse - and I'm being lenient simply stating "worse". There is no reception in areas where no reception issues ever existed in the past, dropped calls with clients constantly now - 5 times this afternoon in the same area - (I called T-Mobile immediately after the fifth dropped call and supposedly, the area has excellent reception - according to T mobile) with bars fluctuating between full and no bars at my home, office, and many other stationary locations.

I'm not speaking of the boonies - I'm in the middle of Metro Atlanta where the service rep states, "You should have excellent coverage." I show no problems in that area. Because of my long tenure with the company, I've given them many opportunities to alleviate the problem or route me to someone who has the integrity and character to simply admit their capacity problems and either make me whole, or fix the core issues. Focus! Your primary objective is not to go acquire more and more other competitors, but to service and produce income for the company, not to blow off your base subscribers and in my mind, act in a fraudulent nature. This definitely has to do with them focusing more on acquisitions (Metro PCS, Clear) and ignoring their root business success. They don't care; they don't even respond to the overwhelming number of unsatisfactory customer complaints and ratings all over the internet now.

This is why the death of small business has produced these behemoths who need to be broken up and to provide the competitive environment that once existed in the US where there were actual people who knew how to run businesses and understood that if customers were unhappy, they needed to do something about it. With companies this large, top executive could give two ** about you. They work on their acquisitions and pass off the rest of the problems to the next set of executives who take over the company or buy them out. It should be a requirement that executives actually take the time to do all jobs or at the very least spend a portion of the year observing and understanding each aspect of what drives their company. I bet that if they actually spent the time to speak with an irate customer, they'd come to realize that they are far removed from what made the company a success, and hopefully have enough intellect to do something about it.

Copies sent to Metro chamber, state consumer affairs committee, state representatives, congressmen, T-Mobile Corporate (who I believe would be the only ones not to respond - we'll see).

After I incurred lots of loss in business, and lack of resolution from T-Mobile, I switched. T-Mobile never kept of their end of the contract by providing even decent service. But they send me a final bill for breach of contract. My complaints are not responded to but by a form letter. I highly question this company's strong arm tactics by setting some collectors after me. Who is going to compensate for my business losses? This kind of company should not be allowed to do business. Now T-Mobile wants me to pay termination fee because of the contract I broke.

I then had to order another phone since the SIM card plan was misrepresented. I never activated the first phone, choosing instead to wait for the second so they could be activated simultaneously. The 2nd phone arrived another 3 days later and then I called to activate them both (5/4/13). There were several signs that I did not heed that the company was not representing themselves very professionally: the photocopied black and white invoice arriving with the phones as opposed to a professional color-copied letterhead; the white boxes they arrived in instead of the manufacturers' boxes with the phones' images on them; the mismatched colored headsets; discourteous and un-knowledgeable reps upon my calls; how everything was inconvenient and I mostly had to do myself without much, if any, of their assistance, etc. It then took a few hours for me to personalize the phones with our apps, settings, etc myself.

The very next morning, they sent me the first bill that that was due in two weeks, which I have never had a carrier do before and thought was totally unprofessional. I then noticed that I was being billed (for airtime) starting from the time I ordered the first phone and SIM card online even though I had not even received the items yet, much less the second phone that hadn't even been ordered yet! So I was billed from 4/28/13 onward and the phones had not been activated until 5/4/13! I also noticed that the bill said I used 316.3mb of the allotted hi-speed 500mb per month already, when the phone had only been activated for one night. All I did was personalize the phones with our apps and settings! Heaven forbid, if I had tried to watch a movie or download music like most other people or it would've been worse!

I was also told formerly by a rep there that T-Mobile's taxes and fees were only at $8 and the bill now stated $19.57! I also noted that it said I had used 18 text messages (included with plan, but nonetheless because even the rep later said, "You used 18 text messages") when I had only sent one and the rest were the endless text messages received from T-Mobile which I have never seen a carrier do in my life, updating me every couple of hours or so at anything related (or not) to my service! I even received a non-urgent text from them at 8am that Sunday morning on both our phones, which was totally unprofessional! I immediately called them at the billing date issue (along with the data and texts issues) and was told that that was the date I ordered the phone and that was how they did their billing cycle regardless of when I activated it (much less, when I even ordered the second phone!)

I insisted that that was ludicrous to charge customers for airtime before they even activated, much less received the phones and they wouldn't budge. I told them to cancel my service immediately due to this unscrupulousness and they said they could not cancel service until they received the phones back! I then asked for a confirmation # and was told there was none and to just say I spoke with someone on Cinco de Mayo as a confirmation. (How professional!) I immediately called a former carrier to give my business back to them since the carrier-pickings are slim right now after thorough research and the only negative experience I had with the former carrier was minor compared to that of T-Mobile's. They called T-Mobile for me and told them to cancel the service ASAP because our phone numbers were now ported over to them so they therefore could not charge us for service.

The former carrier advised me to ensure I called a new carrier before cancelling with a carrier in the future or I will lose my phone numbers since they are not ported anywhere. I now refuse to pay for the surely illegally charged airtime/service and wouldn't care if it was even a penny. I will fight it because in deceitful business, matters such as these it is the principle of the matter. If we, as consumers, let them get away with these unethical practices, that is the same as giving them permission to continue.

I was under the impression that this other plan did not have a $150 fee attached to it. I even asked him if there was a catch, since my bill would be lower than what I have been paying for some time. At the end of the conversation, I asked him to tell me what my bill would be next month - I was told a little over $100. Instead I received a bill that was $346! It had the $150 fee; it had charges before taxes that were over $100. The reps were not helpful when I called and repeatedly told me that I agreed to this migration fee and could not explain why the other charges were not $100 even plus taxes.

I was told to write a letter and fax or snail mail to another T-Mobile department. The letter I received from them dismissed all that I've said and told me that their records show I agreed to these fees. I sent another letter asking for the chat log. They responded that they cannot send me the chat log due to "privacy purposes". I am stunned that they refuse to send me the evidence of what I agreed to. How can they be allowed to legally withhold a supposed agreement to a contract and claim that I agreed to it? I feel T-Mobile has been deceptive. I feel that they cannot withhold this agreement from me, being that they claim I agreed to it, that they cannot treat people this way and not be accountable for it.

I called customer service on Wednesday. They said it was corrected and they had to refresh my phone. It worked that night and early the next morning (Thursday, May 2). At 10:30AM, the calls started dropping constantly and they still are at 8:00PM EST. I called customer service again and they said they should have it fixed in 72 hours. I am so disgusted. This needs to be fixed quickly or I will disengage from T-Mobile.

I said I either need a phone at a discounted price or my two-year contract revoked. They refused and told me if I had come in a month earlier, I could have received the discounted phone, but now I am forced to be with their company for two years and have to purchase a phone at full price. Screw you, T-Mobile! I will bad mouth you to everyone I know and I refuse to continue with your company! The $600 fee to cancel my three lines is worth it! Thanks for screwing a loyal customer!

Seeing as how I am a healthcare professional who has to be on-call and needs her phone, that was the only option I would receive. So with no other options, I took it. I didn't realize until now that this was a way of forcing me into a new contract. As it turns out, my cracked screen was in fact covered by the insurance I paid every month. Now I am stuck with a phone that freezes, drops calls constantly and is more expensive. Why pay more for less? Now you could say, like the three different customer loyalty representatives and T-Mobile salesman said, "Well, you'll pay the $150 now but you will ultimately save that in your bill every month." Yes, but what about the insurance I have paid for two years? The $120 phone bill for the past 9 months? And what about the cost of the new phone I was forced into buying because my cracked screen wasn't covered under insurance? I believe those costs all amount to well over $150.

All I'm asking is that T-Mobile wave this $150 migration fee because of their fraudulence on my account. Their resolution in that I will ultimately save by paying this fee is irrelevant and inappropriate on their part. Their best resolution was a keep quiet credit of $50 toward the migration fee. I understand my $150 fee is nothing to this multi-billion dollar company, but I do not feel that customers should ever be treated in this manner nor do I feel fraudulence is ever acceptable.

Original Review: April 25, 2013

I went in February to a local T-Mobile location and this young lady explained to me and my husband how we were on an old plan and that we could save money if we switched over to their new value plan. At that time she provided us with a sheet showing how much we should save and what credits will be given to us. The store was to give us a $200 credit at which time she stated that it would be $100 a month because they could not provide the full credit at one time. After that I was told that customer care would provide a credit to take care of the migration fees. I asked at that time will my bill change or did I need to pay more when my bill was due. She said "no". I then asked did I need to remind you about the store credit. She said no. I said ok.

After that, she screwed up our lines. She had me and my husband with 500 minutes, our teens with unlimited. I had to get that corrected. She did not tell me at that time that the 5th line could only have 200 minutes, when I specifically stated everyone is to have unlimited. I later had to fix that. My bill for Feb was due a week or so later and I paid that. I got my March bill thinking that everything is on track with the billing and our service. I paid my March bill. I get my April bill and it is $869.00 on April 9th. I called customer care and they proceeded to tell me that my service just changed this month. I said, “That is not correct. I did this back in Feb.” She stated, “You would be better off contacting the store.” So I called the store I went to and spoke with Brandon, or Brendon (something like that), who stated he was the manager, and told him how much my bill was and that I should not be paying migration fees. This was on April 9th right around 5:45pm Central time.

He then called me back and said he spoke with customer care. He said he had seen the problem and it would take 48 hrs for them to credit my account and that he would follow up with me on the 11th of April (Thursday). He said I should be receiving a credit of $434.00 in 48 hrs. Well, Thursday came and went and nothing... no credit, no phone call. I called a week later and spoke with Juan (I believe on a Tuesday 16th), who stated he was going to make a phone call to customer care and would call me back by the end of the day Friday. Friday came and went and nothing.

I called Sunday and spoke with the same young lady that changed our service and she said to hold. I held for 10 mins then hung up and they never answered the phone after that. I went to the store and was there for almost 2 hrs for her to tell me that I could make payment arrangements for the $4**.** plus migration fees... which I was told I would not pay from the beginning. She then stated she would call me back with a promise on Monday, the 22nd of April. Still today, the 25th of April, no phone call. Then I called customer care to file a complaint and they do not have regional director information for stores, which is unreal. Customer care (emphasis on “care”), you would think would have that information for an unhappy customer with a legitimate issue.

Anyway she said, “You can pay your bill and we can make payment arrangements." I asked about the store credit. She stated, “Do not see one and not sure why the store can do it all at one time instead in 2 months.” This has to be one of the worst experiences and frustrating situations I have had to deal with to date. I should not have to call constantly for no one to answer my call. I cannot get credits owed to me that I was told I would receive and no follow-up like promised. I plan on getting the number for the regional director and filing a complaint with consumer affairs, if this is not resolved fairly soon. My bill is due and I am expected to pay it. I need help please! Thanks.

I contacted the company to tell them this is nowhere near a comparable phone, and I wanted to speak to someone about getting one that is. I was first told since I accepted that model, then they could only replace my phone with the same model. Um okay, that’s the problem to begin with. I asked the rep did he know the difference of the specs of each phone and of course he did not; so I verbalized it to him and said I felt lied to and wanted it to be fixed. He passed me off to 2 other reps before I finally received the final one due to the fact that I refused to give up. He told me he could send me out the front of an Exhibit, but I would have to purchase the battery and back case. Now mind you when I sent back the Exhibit, I was told to send back everything except the charger.

I told the rep what was I to do with only a front cover. He said that I wasn't required to send back the back cover or battery, and I would have to purchase that myself. Are you kidding me? Pay for their lies and mistakes? Finally after major arguing, he credited my account so it would cover the cost of the battery and back cover. The rep told me I could upgrade my phone but that would have cost me money. This company has gone downhill so far. How can you lie to your customers and tell them the phone will have the same features when it does not, and then not be willing at first to at least send back another Exhibit? This company should have to be responsible for all of the lies they tell. I have looked up other sites with so many complaints against them for this very same thing.

I was advised that I would be able to get him the same phone I have for $189.00. I expressed that if it was not possible, I did not want to sign another contract. Again I was assured it would be done. A month later, I got a bill for $900.00. I called the company to find that I had been charged full price for my phone and that the girl never noted that she had only charged me $10.00. But they went ahead and gave me the credit for the phone that I was promised. I again verified with them that I would be able to get the promo price for my husband's phone when his phone came up for renewal. I was again told that I would. I called again the next month to make a payment over the phone. Again I asked another rep, "Was it noted that my husband's line would get the discount?" I was told yes.

I called back this month because his phone is eligible for upgrade this month to ask what date I could upgrade his phone for discount pricing. I was told they no longer do discounted phones and that I would have to put a down payment of $249.00 and pay $20.00 a month for him to upgrade. I was livid and asked to speak to a supervisor, who also informed me that they would not honor what they told me, but she would allow me to pay $180.00 down that day and pay $20.00 a month thereafter. I expressed that was not I was told originally and that I wanted the deal that was offered to me. She would not budge and told me I could do it that day, but could not guarantee it would be available to me after that date.

I filed with the BBB and I spoke to my attorneys, who wrote them a letter. Still to this day, I have not heard back from them. I called today and spoke to a supervisor, who had a nasty attitude, and advised me that she could ask her manager to release my other lines from contract so I would not say they were forcing me to stay in contract under false pretense. She got her manager to release the other line out of contract, but my husband's contract is not out until June. So he is now stuck with a phone that freezes up on him and no options.

T-Mobile does not care about their customers at all. It is all about the money. I have been a loyal customer for 7 years and they basically gave me the finger. And to top it off, they still left me in contract so I have to go to court to be let out of this agreement.

On 3/27/13, I began a sales talk with a T-Mobile agent. We discussed a cell phone and she verbally steered me through some sort of online signature processes. I had some reservations about the phone and as I'm a BlackBerry fan, we proceeded with the details. The sales agent graciously agreed to remain on the line with me and make sure that I was granted a specific billing date to assist me and as I'm newly retired and get paid once a month. We were transferred to another agent/manager. This agent told my sales agent and I that her request to assist would not be possible and as the order proper would not process until the next business day (apparently lie #1).

I decided to cancel the order at that time and while still on the line with the originating sales agent, I assumed there was no problem and as the order was immediately being cancelled and prior to a day that it may be processed. I did request a cancellation confirmation but was told that T-Mobile quickly assigns acceptance confirmations but never issues cancellation confirmations. I was verbally assured by no less than three agents during multiple calls that my order was cancelled and the order retracted (apparent lie #2).

Money in the amount of $580.42 was immediately showing as pending on my bank account. I repeatedly called T-Mobile and asked why if I cancelled immediately and that event occurred prior to a day the sales agent and I were told the order would process anyway. I filed a BBB complaint. I was once contacted by the T-Mobile office of the president and subsequent to my complaint. I was told to call a fellow named Chuck and was given his name and extension. I called over 12 times during their WA business hours and before I began to realize that it was just a ploy and that no one would answer (apparent lie #3). I did eventually become very angry and terse with these folks and owing to my having made nearly 30 calls and being neglected.

A major problem for me was that T-Mobile kept a pending charge of $580.42 for the rest of March. That charge fell off my USAA account on 4/1 and I based my weekly banking transactions upon that information. I assumed that T-Mobile had done the right thing. However, I saw on 4/3 that T-Mobile again and falsely charged my USAA account $580.42 and, this time, I had three critical checks bounce and some ran through twice causing embarrassment and nearly $150 in NSF fees. I reported this to T-Mobile through multiple channels but only fell upon deaf ears.

Item 1 does describe that the phone was retracted. However, I later learned that the phone did not retract until 4/2/13 (apparent lie #4). It appears that an account was opened for no phone, no service, and no phone number. Item 1 again shows why. I was unaware of any account and it seems that it was never closed until about on 4/10/13. I consider this apparent lie #5 and based upon no phone or service to base an account on. Recall the order was cancelled prior to any day it was to process upon.

Multiple calls and emails to T-Mobile were futile. I began commenting upon Facebook and Twitter and some agents did promise rapid remedy but only to hush me up. They did nothing (apparent lie #6).

"Thank you for reaching out to T-Force. I'm very sorry to hear about this situation. We definitely want you to have a great experience starting service with us, and I'm so sorry about how this situation has been handled. I pulled up your original order, and I do see that a return has been processed which officially cancelled the order. I also filed a handset order research form to ensure we get the refund back to your account as quickly as possible. I'm very sorry for the stress this has caused, but I will ensure we get these funds back to you. I will keep an eye on the research form I filed, and will email you with an update as soon as I have one."

I have many like this. Again, I was told the handset was shipment was retracted on day 1. Later, I was told it was on the 4/2 and then again on 4/10. However, this email was dated 4/15 and no record is found and so a handset research is begin (apparent lie #7). I was in contact with a T-Mobile Force support agent just last week who promised that she would work to expedite T-Mobile refunding my money in the entire amount of $580.42 (apparent lie #7).

There was no phone, no service and no number. I cancelled before the day it could have processed. T-Mobile continues to lie and to handle my money as they choose and with impunity. The above could contain about twice as many apparent lies if I chronologically detailed all calls and promises made by T-Mobile.

All they want me to do is to keep buying more expensive phones. I fell into that and bought a new phone which still does not work. I sent them numerous faxes to cancel my contract because of all the reasons. They are refusing to let me out of my contract because they state the contract states service is not guaranteed. I don't see how this is legal. I would not be making this big of a deal if I could use what I am paying for. If I stop paying, it damages my credit and I just rebuilt it. However, I refuse to continue paying $100 a month just to send basic text messages. What can I do?

I really wanted a cell phone for emergencies I may encounter. Now I had to go out and spend more money on a land line. I also got a medical alarm system. They do not care what your problem is. They are rude and the customer service team are idiots. Because my days are essentially limited, I will never pay for no service again. I believe that on one call, I asked what ever happened to customer loyalty. The girl did not know what that meant. Oh yes, one more thing. They told me that they had no other problems in my neighborhood with service. I replied, "That is because the others have Verizon!" The guy actually laughed.

On 04/03/13, I called UPS and the package was lost. I called T-Mobile and explained that UPS lost it. I was told to call UPS to have them place a tracer. I called T-Mobile back and they said they need to wait for the tracer to come back. I asked that I have the new package shipped to a store. The T-Mobile rep said that I would be contacted before shipment. UPS called and said that the package was confirmed lost. I received a text message from T-Mobile that the phone was out for delivery. I called T-Mobile and explained everything again, and they took info and said that they have to check to make sure it is lost. I got another text and I called back. The T-Mobile rep said there is no way to remove the text messages.

On 04/14/13, I received a text message that the phone was delivered. I was in Florida and I called T-Mobile. I explained everything again. I waited while she went through all my notes. I told her that I was tired of dealing with this situation and the phone. I told her that when the new phone is shipped that I have it shipped to the store. I could not hear her well so she called me back on my other phone number. She apologized for the inconvenience, and she issued a $20.00 credit to my account. She said that she would put a note in to have someone call me on Monday or Tuesday. I reiterated that I work and I want to pick my phone up at the store. She said that I would be contacted by the department that handles orders.

On 04/16/13, I received a T-Mobile text message that my order #** was being processed, and I could receive a tracking number on T-Mobile.com. I was very upset. I called T-Mobile and was advised that the order was processed to be shipped to my mailing address. I asked for the representative to cancel my order and phone service. She tried her best to fix this mess but tried to transfer me and after a minute of silence, the call dropped. I called back and was transferred to retention department. He advised me of the $200 charge and I advised him I have been a month without service. He offered $10 off my bill for 6 months, but that does not help me if I do not have coverage on my cell phone. I really wanted this problem fixed but after 9 calls and 19 days of problems, I need my phone to work. He said that the $200 would be due and payable. I said that I would file a small claims court case for the $200 and $549.99 phone.

Unfortunately, T-Mobile Customer Relations does not have a phone number so that I could call and express my displeasure. But I was given a fax number of (813) 348-5763 and address of Customer Relations, PO Box 37380, Albuquerque, NM 87176 to send small claims paperwork. I appreciate your time to read this about the service I have received and hopefully, it will help change things to better your company. I feel horrible that I am saddled with a $549.99 useless/companyless phone now. I am hoping that you will fix this mess in some way. I am really displeased with calling 9 times and still getting texts for phones that were not coming. I do not like to be promised phone calls and no one calls. I have spent the last month with diminished service and I have unlimited data.

They lie about everything and say it's in the notes from the last customer service person, but they won't share what those notes say, except for their own verbal statements. We're now being charged way more than what we've actually agreed to or use. But because they re-up our two-year contract every time we contact them and add services we never authorize, we are afraid to call them again. Hopefully, our contract ends next April. We'll change carriers at that time. I say "hopefully" because T-Mobile can't be trusted. I tell everyone who will listen to avoid, avoid, avoid T-Mobile.

At first, the lack of reception in my area I thought was a temporary, local problem. However, I travel extensively, and soon I found out that whether I went to NYC, LA, London (UK), or remained at home, in the LV area and Henderson, I suffered amazingly poor reception. I called T-Mobile, but other than hearing my complaint, there was nothing Customer Service will do for you. They look in their coverage maps and tell you, "Sir we show you live in an area with excellent coverage." Wonderful! That's why I get zero to 3 bars, out of 6, dropped calls, and pathetic so-called 4G internet coverage (it is not 4G, iPhones 4/4S don't support 4G). It's actually 3G, and for reasons unknown to me, T-Mobile's support of 3G iPhones is substandard.

I have no time for this. I've tried, and after 7-9 weeks of suffering I had enough. I called T-Mobile; I paid out whatever usage charges I had and cancelled the contract. I actually went back to AT&T, even though they are more expensive. Magic: I have coverage again and I do not have a medieval contract.

Now, of course, T-Mobile is chasing me for $400, early termination charges for 2 phone lines. I explained to them (Customer Relations) that I took no equipment from them, they were unable to deliver their service to me and that their commercial practice of forcing 2 years of bad service on me is highly suspect. Multiple recorded phone calls, 2 letters to Customer Relations (I've had responses that toe the corporate line: you owe $200 per cancellation, you live in an area with excellent reception ...), I'm certain we are now, in April of 2013, in collections stage. I will not pay this fee. T-Mobile failed to provide an adequate level of services to me, wasted an incredible amount of my time and now through the threat of damaging my credit rating, is extorting money from me.

I would be curious how many consumers found themselves in a similar situation, where you took no equipment, and you cancelled due to bad service and are being taken to task over termination fees. We may have a case to collectively approach a legal practice specializing in class action litigation, and take T-Mobile and their predatory practices to court.

Incidentally, I dumped my T-Mobile ADRs. I figured there are a lot more folks than me dissatisfied with T-Mobile and that does not translate well into an investment growth opportunity. Ironically enough, I just read an NY Times article (April 4, 2013) where the CEO of T-Mobile is discussing his plan to abandon the two-year consumer contract. Perhaps I should respond in letters to the Editor and to the CEO...

On Feb. 1, 2013, I spoke to John who offered me 5 new phones at the online pricing (2 phones were free after the $50 mail-in rebate & 3 phones were $50 after the $50 mail-in rebate), and a plan that includes 2000 minutes to share, unlimited text messaging to share, insurance on all 5 phones, and unlimited data to share for a total price of $234/mo. plus tax. It was a great deal, so I signed up for the 2-yr. agreement. I got my new phones and headed over to the house in Woodland Hills that 3 of my phone lines live and find out that there is no reception at this property!

I called from the land line to T-Mobile and asked for assistance. They eventually told me that they would send technicians out to evaluate the issue and call me back. In the meantime, we danced around the property trying to get a signal so I could show my parents how to use their new smartphones (which is hard enough as it is without having reception issues). Finally, all phones were active and working, for the most part. I didn't get a call back regarding the reception so I called in to find out what was going on.

It was 2/15/13, and I spent 5 hours on the phone speaking to 3-4 completely incompetent people. One lady told me that she checked my account and saw that I was almost maxed out on data on one of my lines, which of course was upsetting since I was supposed to have unlimited data on all my lines. She explained that 3 of the lines were set up with a 200 MB plan, not an unlimited plan. After 2 other representatives and a transfer to the customer loyalty department, I was told that the data would only slow down after 200 MB not that it would max out. This representative was also the first person to recommend a signal booster for the property with bad reception (and luckily, that does help, though it's not a perfect solution).

Of course it was only after I got off the phone with that representative that I read the rebate form and realized that I was required to have the 2GB data plan or larger to qualify for the rebates I was expecting. Later still, I found out that the information I received about the 200MB plan was completely false and that after the 200MB limit is met, you incur overage charges (this info was emailed to me from the Contract Review Dept. that I eventually contacted later). More time was spent on hold with T-Mobile and explaining my problem to several representatives trying to rectify the mistake and finally someone in the Customer Loyalty Dept. told me that I can send an email and request that they pull the phone call I had with John on Feb. 1, 2013 and see if they will honor the plan I originally agreed to.

On March 18th, I finally got a reply and they stated among other things: "Please note that we are unable to listen to the phone calls requested. Please note that we are unable to honor the 2 gigabyte data package at the rate of the 200 megabyte package," and that my "Monthly bill is approximately $283.44" (because I had to add the 2GB data plan to the 3 lines in order to qualify for the rebates). Their recommendation is to cancel the 2GB plan once I have received the rebates and no longer need them to qualify or pay the additional $30/mo. to have the 2GB plan on those lines.

Of course I responded that their recommendations and solutions were completely unreasonable, that I want what I agreed to when I extended my plan and that if they do not comply with their end of the agreement that I will be forced to cancel my entire account and I will not pay early termination fees because they are breaching contract. Their response: "Regrettably, we are unable to lower your monthly recurring charges to $234 with the desired features on your account. If you choose to cancel your account, you will be responsible for the Early Termination Fees." I responded again with a much more strongly-worded letter citing CA civil codes pertaining to breach of contract law and threatening to get an attorney involved if necessary.

I am waiting for a response. Furthermore, I sent in all 5 of my rebates and they only sent me 1 rebate payment back. I had to call T-Mobile's Rebate Dept. to ask them what happened and the representative told me that they found the rest of the rebates but they were never entered. He asked me if I would like him to manually enter them so I could get the rebates, but that I would have to wait the extra 4-6 weeks for those rebates in the mail. Of course, I do! I find it rather convenient that T-Mobile would simply "overlook" my 4 other rebates. This method of customer service must save them a lot of money.

Lastly, I called yesterday to replace my phone under warranty because I am having audio problems and problems with games freezing. The lady told me to keep my battery and backing and I would get my replacement the next day. Today, I opened my replacement box and found a refurbished T-Mobile Prism instead of my T-Mobile myTouch. It might possibly be an honest mistake (though I should know better by now), so I called to let them know they sent me the wrong phone. I was told that the myTouch was no longer available as a replacement phone and I should have been notified that I would be getting a different phone. That would be fine if it were comparable but it's not. It's a 3G not a 4G phone and the resolution and battery life are half of what the myTouch is. I explained to them that this was not acceptable. They transferred me to Haiwei (manufacturer) who will let me send them the phone and repair it, but I have to be without a phone for up to 14 days.

I called T-Mobile back because I am not happy with this. I was originally told that if I pay the insurance fee on each line, when I have any problem with the phone, aside from physical damage, they will send me a replacement, not a downgrade! After talking to 6 people, I am waiting for a representative to call me back on Thursday to let me know if they have gotten any myTouch phones in as replacement phones. This is extremely upsetting to me since I know they have myTouch phones available and just don't want to send me a brand new replacement but instead a refurbished one.

As far as I'm concerned, I had a brand new malfunctioning phone 2 months ago and they should replace my phone with a brand new unit. After all the money I have invested with T-Mobile, why am I getting the short end of the stick?! I am tired of being lied to by T-Mobile representatives and taken advantage of. I know that T-Mobile is a big company but I am not about to be bullied by them. I am more and more regretful of my decision to switch services as the days go by. Hopefully they will be able to correct this issue, but I'm not holding my breath.

In December of last year, one of the companies I work with offered a companion discount. When they sent the request to add us for the discount, T-Mobile again, without notice to us, extended our contract. I called T-mobile and requested that the discount be removed (this was before it ever appeared on a bill). I was told that it would be removed and my original contract date will be restored. A week later, I called because I was consistently experiencing dropped calls 3 times a day on my commute from work to home. I asked about the removal of the discount during that call and was informed that I would have to send a written request to have it removed. I did so the next day and about 3 weeks later, I received a notice that they would not remove the credit nor give me my original contract date back.

I decided at that point that I should hold them to their commitment to me - that was to provide me with reliable phone service. Well, three months have gone by. I have been advised by the technical care department that they have exhausted all avenues of support. I was advised that I may be in an area that just does not have signal. Well, the customer relations and customer loyalty, who thank me for being a loyal customer every time I call, just plain do not care if T-Mobile is fulfilling their commitment or not and still refuse to allow early termination without penalty. They sell you a service, promise to deliver, and then tell you it's not their fault they lost the use of the local tower and there are some areas which were affected. They act like it should not be a problem to drive to another area to make a call from your cell phone.

At first I agreed, but once I hung up, I called right back and explained the situation to the next rep and told him I no longer wanted the phone that was offered. He said that he will assist me with a compatible phone and he understood how I felt about downsizing. He asked me to hold on. When he came back to the phone, he said that the Prism is the only upgrade that is available for my phone and it had already been shipped, which I should receive by April 1, 2013, and to try it out and see how I like it. I then told him that I will not attempt to use it and I will be sending it right back. I don't feel it is fair to me (the consumer) to settle for less than what I already have.

T-Mobile is a very selfish company and is not for the customers! What they keep forgetting is when I first came to them as a customer, what I got was a brand new device; and now, whenever I have complaints, all I ever get are refurbished phones that have already been sent back for the same reasons, and they are not allowed to disclose. Please help. On another note, how can they send a text to your phone as a reminder before the bill is actually due?

My phone drops calls often. I can't receive text and have internet in the same time. So I must set my phone to go 2G for text and change to 3G for internet. I receive my email just sometimes. The phone doesn't charge correctly (battery). My phone is a joke. I receive each month a text from T-Mobile to know how I think about T-Mobile. They don't care. I'll just wait the end of my contract. I pay 91 dollars for all that. I'm French. Sorry if I wrote with some mistakes. I’m just happy that not all USA service is not like T-Mobile.

On February 28th, I received another letter that was identical to the first stating that I did not qualify. I contacted the T-Mobile department via phone again and was told the same story as before. This time, however, the agent agreed to process the claim using the current deal of $50 per phone. At no time was I informed by T-Mobile that the rebate would take 2 months to process or that the deal must be in effect at the time they receive the rebate form for processing. I believe T-Mobile is operating under an unethical model and should be exposed for such practices.

Really? We all have new phones and have the same issue, so they all started "acting up" at the same time? OK, sure! I've been told it will cost me $200 per line to cancel the contract. $800 is a bargain to leave and obtain a more reliable carrier, considering I've already lost a great deal of money in last 48 hours due to poor service. Today when we called, we were told that all issues should be resolved by Tuesday. I sure hope so because these issues are costing me and my business that I can't get back! If it isn't resolved, I will be switching to a new carrier!

This made me ask when I would be eligible for a new upgrade. I was then informed that on the new plan there is no upgrade. You will have to pay full price for your phone, but they would gladly finance it for me. I am absolutely furious. Why would you even sign up for a two year plan if it wasn't in exchange for a phone? I have been a very loyal T-Mobile customer, and I find it dishonorable that they would pull "switch and bait" tactics to get their loyal customers to switch to this new plan type. I was told today that I formerly had a classic plan but that I was now on a value plan. None of this was conveyed to me in January when the switch occurred.

I have written contract review and hopefully someone can help me. If not, I will eat the $200 and move to another carrier who can at least provide me some phone service instead of dead lines and dropped calls. The customer representative told me that the new LTE rolls out next week and that should fix all my issues I have been having with dropped phone calls.

In January 2012, I purchased a Samsung Galaxy S2 for full price so I would not be put back into a two-year contract. I paid $285 the day I purchased the phone and $79 + services for the phone and $20 a month. I was told if I dropped T-Mobile during that time, I would have to pay for the full balance of the phone. I later found out that I was placed/tricked back into a 2-year contract and I was paying full price for the phone when I could have gotten the phone for $199. A few months later, I noticed that my phone line was put on a 500-minute plan and not my unlimited that I had before (oh and we added the unlimited data to all three lines). I contacted your customer service and informed them of the problems.

The CSA told me that he could fix the problem but it would cost me $20 more a month. I was shocked that I had been already paying extra for this plan and now I'm being extorted for more money! The CSA then told me that he could get me back on the unlimited plan, without raising my rate by giving up my trade in value of our phones. Frustrated even with this, I went ahead with this because I have had enough. A couple months later, I received a text from T-Mobile saying I went over my minutes. First of all, I should have been on unlimited. Secondly, I have never even come close to using 500 talk minutes. So again, I called T-Mobile CSA and told them the ongoing problem and that I had given up my trade in so my account would not raise in price for unlimited. The CSA told me they took care of it and I wouldn't have to worry. I was recently going over my bill and noticed an extra $20 charge on my account.

So I called CS again and they told me that the $20 charge is for adding the unlimited talk onto the third line. (Somehow, my line got moved to the third line when it used to be the main line in the account.) So I got screwed paying full price for my phone and was placed into a 2-year contract again. My line/unlimited plan got dropped to a 500min talk plan. Then to get the unlimited back, I was forced to give up my trade in options for my phones. The 500-min plan was not changed to unlimited, so I called back. I was apologized to and they told me that they would take care of it. I noticed on my next bill that I was back on the unlimited plan.

Here recently, I was going over my bill and noticed an extra $20 charge. When I contacted CS, they informed me it was for putting me into the unlimited plan. I have been a customer for many, many years and have always paid my bills on time or within a couple of days of the due date. I have continued to pay for the data plan even though it's really slow and still runs on Edge majority of the time. I am at the point that I am going to leave T-Mobile and go to Verizon; at least they give discounts to first responders and even a discount for where my wife works. I am hoping that we could come to some kind of solution to fix this problem. It would be great to speak with someone who could actually handle my situation (instead of asking CS for a supervisor, then get hung up on).

Drop T-Mobile. The clerks act like robots who when the supervisors on the 800 lines disconnect from them, they simply tell customers you call them back even though the clerk is being paid to help you. Also, unionize the clerks and entire workforce of T-Mobile like AT&T has a unionized workforce. Why? Because workers who are treated like nothing by the CEO, who makes over $500,000, is not going to see you, the customer, as human. Unionize now. For your info, we as customers can also do as the Los Angeles bus riders did or the Long Island bus riders union. Customers have boycott power!

The clerk ** walks away from customers and the clerk ** talks to humans as if he is in the street and not at work. Avoid them if you have to go there. Get the manager on the phone asap.

When I called the same number again, they transferred the call in between the business order status group and the new connection teams for the regular connections and business connections. And they ran twice my credit check and then it came clean and I am eligible for 10 lines, but I thought of taking 2 connections. This time also after spending my 5 hours with the customer care, no order is placed. But they gave me an order number ** on March 5, and they charged my credit card only the partial amount. From that day onwards, I have called a couple of times, and nobody has an answer about my order, and they are making me answer all the same questions again and again, and still no resolution.

So I called back and the $100 was credited, but Yolanda beat around the bush with regard to the $15 reduction of the data plan. She said she would call back that night (March 1st) but never did. I called back on March 6 and the representative I talked to could not transfer me over to Yolanda, although the previous person did. He stated he was unable to correct the promised changes and I had to email contract review to get the recording heard. T-Mobile's retention department are complete crooks and swindlers. I have a buddy who is a lawyer who will take action on this week if I don't hear back from them.

Well, now my phone is doing the same thing. I work in Cincinnati, OH. There is no reason there should be poor signal strength here (I always have full bars), and I don't even have a data plan on my phone and have the data access turned off to prevent accruing accidental charges. T-Mobile needs to get this taken care of. We rely on these phones as a way to communicate with our children, our employers, and conduct our lives; and we pay a great deal of money for that service. If the service were free and unreliable, it would be different; but when people are paying for a service, it is your obligation to provide that service. Breach of contract... I think so.

I should have known that was too good to be true. I sent a letter to the contract review department and they emailed me back saying essentially, "Sorry about our problem but we want the whole amount and if you don't pay it, we will send you to collections." This has got to be one of the worst companies I ever had to deal with.

I pay them over $2,400 a year, and they act like this? As soon as I am past the cancellation fee period on the other phones, I am leaving T-Mobile, and I will never do business with them, ever again. If you are thinking of a phone carrier, I recommend you run from T-Mobile! The mob is easier to owe money to than these sharks!

Once again, they billed my CC for the wrong amount. Typically, when this happened, they would not refund the money, but rather they would credit my account for the next billing cycle (they continued to do this despite me telling them I wasn't in the business of providing short-term interest free loans to large corporations). However, this time, since there would be no next billing cycle, I needed an actual refund. Customer service agreed and processed my refund.

Eight days later, after having received no refund, I called customer service again. They said my refund was processed and was being sent to me via a prepaid gift card. I asked, "Would you accept it if I paid my bills to you by mailing you a prepaid gift card?" They said no. I mentioned that I have the same policy and would like a refund on the credit card I used to pay my bill. Apparently this was impossible for them to do (obviously, it's not really impossible, they just don't like to do it; so, as with all things related to customer service and billing, they simply lie about it).

T-Mobile isn't really a scam, but they do nickel and dime to death with billing errors. If you don't pay close attention to your bills and call them on it, your bills will be wrong in their favor several times (or more) a year. They make it so difficult and painful to get the money back and have it in such small amounts - is it "really" worth the aggravation of a 20-minute phone call to get your $12 back? - that it's likely you will end up overpaying them. Coupled with their sub-par data speeds and spotty network coverage, they are probably the worst deal going in the US cellular market.

For the record, I never actually received my prepaid gift card.

I called the company again and ordered a new one. At that point, I wanted to also make sure that all the terms of my contract were what they had promised, as I was feeling frustrated and insecure about the phone. They then told me that my monthly charges were substantially higher than what they had promised me. When I stated my concern, the representative was rude and abrupt and seemed to not believe me. When I said that I was already unhappy at the defective phone and becoming increasingly angry at her “inassistance” with the extra charges, I stated that I wanted out of the contract and I would report them to Consumer Affairs and the Better Business Bureau. At that point, she transferred me to another representative who believed me and granted me the original fees that I had agreed to when I signed the contract. I was satisfied with this. He also agreed to send me a new device.

I waited for the new phone, which arrived in 2 business days. The new phone turned out to have outdated software and was not working properly. I again called the company to complain, and they instructed me through numerous wordy emails how to update the software through another company called Samsung. I patiently tried to follow their lengthy instructions, only to be unsuccessful in the update even though I have a fully updated home computer and enough knowledge to do this on my own. At this point, I began feeling even more frustrated and contacted T-Mobile again, telling them that I was unsuccessful at updating a phone, which I felt should have arrived to me in full functioning order.

Due to all my prior problems with T-Mobile, I wanted to end my contract and discuss my options. I was at my wit's end with their poor customer service and defective phones. I was directed to a "buyer’s remorse" department in which the rep gave me two choices: (1) send a new phone with no guarantee that it will have updated software or (2) end my contract under a "buyer’s remorse" that would waive the early termination fee of $200, mail back both devices and all peripherals, and contact T-Mobile with the tracking numbers for each phone. I chose option 2 and returned both phones and all peripherals by UPS, insured. Both phones were tracked (received), and I proceeded to call T-Mobile to give them the tracking number the next day. They instructed me to wait until the packages were received and call back and give the tracking numbers.

Today, I called with the tracking numbers when I saw that they were received. I wanted to know my current charges, as I was expecting to only pay pro-rated charges for service. She said that both charges for termination fees continued to stay on the bill as well as the charges for the devices. I expect the device charges to drop in the next few business days; however, I explained that I was concerned as to why the termination fees remained on my bill. She did not know and transferred me to another representative who instructed me to send an email to a contract review team. I was stunned that they had no record of my previous conversations and problems.

This is the email I sent: “T-Mobile, please review the conversation I had with Lyndsay (rep no. **) concerning cancellation of service. She promised me under 'buyer’s remorse' that I would not be charged the cancellation fee of $200, yet this charge remains on my bill. Also, for the ** number, that cancellation fee was also promised to be waived on the condition that I stayed with T-Mobile and signed a new contract for the ** number, wherein began all of the problems with T-Mobile, from poor customer service to defective devices, and is why I finally cancelled my account. Lyndsay gave me 2 choices: (1) send a third device with no guarantee that it will have the updated software; (2) through 'buyer’s remorse', no termination fee will be charged and both devices shall be mailed and tracking numbers reported to T-Mobile. I chose no. 2, mailed both devices, and all peripherals, and reported back to T-Mobile customer service both tracking numbers. Both cancellation fees were promised to be waived, yet remain on my bill. I spoke with Kristen who advised me to send this email. Please advise asap.”

Now, I wait and see if those charges will drop from my bill. I, as a consumer and customer of T-Mobile, am appalled at their business practices. They are lacking on so many levels of what one would expect. I am having to spend my time on numerous phone calls, emails, etc. I felt as if they do not know what the other reps are saying to their customers. One tells me one thing; another, the next. I wanted to file this complaint so others know that they are possibly getting ripped off and treated poorly because of poor business practices.

Since then, I spoke to 4 different people, including a supervisor. The supervisor was very rude to me. She said that it's not her problem that the phone is damaged, refused to give me any type of proof that it is in fact damaged, and told me that their policy states that they don't need any proof at all - they all rely on the notes from the warehouse and those notes tell them that the device was damaged.

I have never been this disgusted by T-Mobile before. I recommend everyone to stay away from T-Mobile and their shady business practices. They have billed me a huge amount of money for no reason at all, and when I asked to find out why they refused to do anything for me, just told me to take it up with the court.

So after 15 days, when I hadn't received it I called customer service again. Realizing that they had a customer who wouldn't back down, they kept just transferring me to every department within their organization. So I called back and asked to speak to a supervisor. The guy put me on hold and then came back and said the supervisor was busy and that she would call me back. I asked for her name and told him to transfer me to her supervisor. All of a sudden, 30 secs later, she was able to talk to me. After doing her research, she came back on the line and said, "Oh it looks like your rebate was mailed out Feb. 12th and you'll get it 14 days from then." So of course I came hard back at her with all of my evidence. I said, “Well, can you explain to me why I'm looking at an email and I have documented names and customer reps numbers from people that say it was mailed out Feb 4th, meaning I should have it by now? Can you also tell me why it takes 14 days to receive something that was sent out in the US? I've sent things to France and it's gotten there in less time.”

Of course, she was dumbfounded with all the information that I had and put me on hold. Now I've been waiting on hold for 30 minutes. Little does she and T-Mobile know, I have all the time in the world to keep calling back. I will also be using all of this info against them to get out of my contract with them.

I also asked if I was eligible for an upgrade. She said yes and that I could either go online or to the stores to get a phone. On Feb. 2, 2013, I was browsing online for phones. I went to the Samsung website and they had the Samsung Galaxy 3 for $89.99 for new customers or new renewals. I tried adding the phone to my cart and was unable to. I called their support line and was told that I was not eligible for renewal since I renewed on January 25. I was furious but decided to give T-Mobile a call. They told me the Galaxy S3 was available for financing. Why the hell would I finance a phone? The lady I spoke to was basically useless and no help.

I called T-Mobile again and this time I spoke with someone different. She suggested I write a letter to T-Mobile Contract Review, as she felt that I could be removed from my contract with no liability. She said that the store rep should have told me upfront that I was renewing my contract. On Feb. 6, 2013, I wrote them an email at contractreview@t-mobile.com. I received a reply this morning, which basically sounded like a robotic response. In their reply, they ask for more information. At this point, I just want out of this contract. T-Mobile has not tried helping me. All their reps sound like they are reading from a script and could give a rat's ** what my concerns are.

I called T-Mobile customer service, who transferred me 3 or 4 times before I could get to the correct department, and when I finally got to the right department, they advised me they would have to do troubleshooting on the phone, which was already done at the store. I asked the tech, “How can you troubleshoot a phone if the speaker is not working?” They gave me a hard time about that. So I finally asked for a Supervisor named Joe who gave me a very hard time. They advised me that I had to pay my money to send back a defective phone that they sold to me, in the first place. And then they informed me after they receive my phone and test it if it's not fixable, then they would send me another phone. This process could take up to 2 weeks.

So basically T-Mobile wanted me to pay my money to ship them their defective phone and go two weeks without a phone. I was told if I were under a contract, I would not be going through this issue. I was told this by 2 Supervisors and a Retail Store Manager. They all agreed that this was unfair and discrimination against Pre-paid T-Mobile Customers. I asked for a refund and was told I could only get my refund within 20 days of buying the phone. That pissed me off even more, because the very first day I went to the T-Mobile store, I was told it was my SIM card, so that made me miss my opportunity to request a full refund for my phone.

I called the corporate office and was hung up on multiple times by the phone operator who said, "We don't deal with these issues." I was so angry I stopped at another T-Mobile store in Dallas, TX and they employees there were so nice and went the extra mile to call customer service themselves. They were transferred 7 times and the rep and manager were very upset and saw first hand what I was dealing with and just showed me a lot of compassion and empathy, although they couldn't do anything more than what they had already done. They totally agreed with me and said that it was wrong for me to have to go through all of this hassle just because I am not a contracted T-Mobile customer, although T-Mobile still takes my money every month for my phone bill. Here it is February 14, 2013 and nothing has been resolved. This is the worst form of customer service vs. policy and procedures I have ever personally experienced in my life.

When I was prompted to type the nature of my chat request as again, my options to reach anyone at T-Mobile were reduced to a qualified chat, the response I have repeatedly received was, "All chat specialists are busy helping other customers. Please try later." The text option that T-Mobile makes available as yet another convenience for their customers to pay their bills does not yield any results either. When T-Mobile sends their monthly text message "*7001 to pay your bill," this option when exercised elicits no response and yields no results.

The last option to make arrangements to pay one's bill without drafting a manual check and using a stamp is to call their toll-free customer service number. When this option is exercised, the bill payment service requires an additional convenience fee, which the customer service personnel will invariably state can be avoided if one visits t-mobile.com and utilizes their convenient online bill payment feature.

After receiving the fourth Lumia 710, it lasted exactly 51 days and this time, the audio during phone calls became muted. The person could hear me but I couldn't hear them. This would occur in the middle of a phone call. Each time I had a problem, I took the defective phone to the corporate store for them to troubleshoot and the staff concluded that the phone was defective. So for a 4th time in less than 12 months, they would not replace the phone for a comparable model which would be the Lumia 810 because again the phone would have to fail 3 times within 90 days, which would be an extraordinary situation.

After arguing with T-Mobile for over 3 hours, they offered me a HTC HD7, which is an obsolete phone that they have stopped selling at least 2 years ago with an obsolete OS that they no longer create apps for. They claim that they still have new ones. (This is 2013.) Although the OS is obsolete, they said I would get the same experience. The second choice would be a 100 credit off my bill and I would have to go back into debt to buy another phone. I have concluded that T-Mobile is not interested in providing good customer service. They are solely interested in getting your money by any means necessary, as quickly as possible. If they could deceive you or outright lie to you, no problem.

So I called T-Mobile and they said that was to pay for our phones’ installment plan for the next 20 months. What? $69.99 each? I replied that we paid for the phones at the T-Mobile store. He said that was just a down payment. What (again)? We are seniors; we cannot afford $16.00 more each month. This is not right. T-Mobile has way more expensive phones for free. This is wrong, what they did to us.

Well, my bill is now due, and I have received three (3) different totals from all the different departments I have been talking to. The automatic voice (611) states that I owe $224.00, the customer service representative says I owe about $160.00, the customer retention center/satisfaction about $140.00. To make the long story short, T-Mobile is in breach of contract - quoted and specified a plan for $119.00 for 4 lines, but now I have to contact the "disputes department" in order to "tell" them that their own representative retained me based on a plan costing me $119.00 in total per month including taxes, but my bill is about $140-160.

Please, use this experience, switch carriers as quickly as you can, find another company that operates professionally. This is unbelievable, but not new for T-Mobile. I can only blame myself, I should have left them last month, but I once again counted on the professionalism, or lack thereof, of T-Mobile staff to truly take care of me as a customer. Foolish me!

I'm going to the store one more time to see if they will do anything. My contract does not expire until June. Then I'm done! It's really a shame that nothing is being done about this issue. I also have reboot issues when using the camera or internet. I also have low coverage in my home and that's even with WiFi.

I was told that I was charged a hefty "early termination" fee for Morgan's line. I was outraged. I explained that we went into the store before she switched just to be certain this wouldn't happen. The person I spoke with transferred me to a supervisor then it was taken over further up to a manager. The end result, they refused to credit this back to my account and I was stuck paying. I was furious. And I'm stuck with them until my other 3 lines are up for renewal when, you can bet, I will be switching to someone who wants my business and employs people who are trained in what they are selling and do not misinform their customers. The end.

I went there and after about one hour of talking between the clerks and the customer service, they decided that it was my bank that had not paid. So I got the bank on the phone and it was proven to the store manager that it was paid. It was only then that the store admitted to a posting error the clerk had made with the payment on 1/7. There was the argument that she had posted my payment as a cash payment, then cancelled it and re-entered it as a credit card payment. I can't imagine how she did that after I had left with my receipt showing a credit card transaction and the system had recognized my payment! It was the day following that the system returned to the past due notation! Since that time, I've spent over 14 hours and six trips to the store. And each time, whether it be customer service or someone at the store, I was offered apologies and told the correction would be made within 48 hours.

The last 48 hours promise expired on 1/17, so I went to the store again. The clerk told me they were still unable to locate the money, so I was being given two options - dispute the payment through my bank or give T-mobile another 24 hours to search. Soon afterwards, she called to inform me that the matter was resolved. They would credit my account $10.00 for my troubles, but my balance was now ~$122 payable on 1/22. Since then, including today, I've been unable to get through to anyone that my January bill is really ~$72. They're now insisting that my January bill had been ~$122 all along, and the last customer service supervisor was abrupt and bordering on being rude outright!

Isn't it funny how my ~$72 bill mysteriously ballooned to ~$122 by the exact $50.00 that's gone missing? And by the way, my bill is still showing a past due amount of $50.00!

I had thought I had activated the phone from home when it was delivered to my home; however, later that day I went to the T-Mobile store in town to have my old SIM card data transferred. The service employee may have mentioned something regarding activation, so perhaps I hadn't actually activated the phone at home and it was done in the store. Why that would make a difference to T-Mobile is beyond me, but I decided to call a few days after receiving the rebate denial letter to straighten things out. I spoke to a T-Mobile employee by phone on Dec. 19 (I think his name was Brian), who said that my plan was ineligible for the $150 rebate. This was not what was stated in the letter.

If you will also notice in the letter, there is no mention of account number, order number, plan or rebate amount. After some back and forth with Brian, wherein I explained to him that these rebates were ones that their website directed me to fill out, print and mail after I had logged into my T-Mobile account (which has my plan information), he finally said he looked up a rebate I was qualified for - which came to $50, $100 less than what I had applied for. I was at my lunch break from work and didn't have time to argue further, so I just let it go until I could go home and get a look at the rebate offer I originally applied for.

On the T-Mobile $150 rebate that I printed and filled out (see attached terms and conditions), Offer Eligibility Requirements #4 states "Requires Value Voice plan and unlimited nationwide 4G data feature or higher." I have a family plan, which any reasonable person having been instructed during order process to fill out and apply for this rebate, would assume is a higher plan than any "value" plan. Note that on the other rebate I did receive (applied for at the same time as the $150 rebate), it states in the eligibility requirement #5 "Requires Classic Voice and a 2 GB or higher data feature." How is it my family plan qualified under this requirement, but not under the other?

I next talked to John at T-Mobile on Dec. 22. Again, I explained to him that the T-Mobile website led me directly to these rebates, fully implying that I qualified (I want to stress that this was after I had logged into my account, so T-Mobile knew all my customer details before I even got to the rebate site). John still insisted my plan did not qualify. I told him I would call back once I took a closer look at the documents I had. Next, I talked to Avery. Same story. But when I asked how it is the T-Mobile's site would lead me to fill out and mail a form for a rebate, for which I didn't qualify, she said that the tmobilerebate.com site (seamlessly linked to from tmobile.com) was a separate site and for security reasons, my account information could not be forwarded. That's insane as they're both T-Mobile operated sites.

But aside from that, I didn't log in to tmobilerebates.com, which means (1) they retained and transferred my login information when I clicked the link to the rebate site (which is all that's needed to access my full account) or (2) when I filled out the new phone's IMEI number, phone number and date of purchase, they at least got some confirmation back from their other website. Why not also my plan details? What security issue in communicating the type of plan the consumer has between websites that they themselves host?

Hung up with Avery, hoping to dig up some more documentation. Next, I talked to Brea. I got a third explanation as to why my rebate was denied. This time stating that I could not receive two rebates for the same service. Interesting because Brian had sent me a second rebate, albeit for $100 less than what I had originally applied for. At this point, I requested to talk to Brea's supervisor, Lacy. Lacy again said my plan did not qualify. Read her the wording on the rebate form (Value plan and Unlimited 4G Data plan or higher) and asked her how my family plan would not be considered higher than a Value plan. Lacy said the Value plan was a completely separate plan. What does that mean? She next told me I should have talked to a representative before making a purchase from their website! I had enough of the runaround by then and let Lacy know that I would be contacting the appropriate government agencies about my experience.

One time, my SIM card was damaged and I went to a T-Mobile location to resolve the issue. The salesperson told me, "There is nothing I can do about it." I never use inappropriate language and I am always polite. I asked for a manager and he said, "I am the manager." This is crazy! I had to buy another phone. Every time I pay the bill, I get angry because of the prolonged contract, and I don't know what I am paying for! I want to get a refund for all those years and break the contract without paying $400. This is insane! I will say this again, this is a scam!

So I called back T-Mobile (customer service) number on the website to get the issue resolved and correct being overcharged $50. They said they couldn't do anything since they don't work at the store. I was told there is no phone number to complain up to T-Mobile management. I was given an address, which of course I know any complaint will just be put in a pile and trashed. My complaint is loud and clear. Stay away from T-Mobile. The company is probably going to go out of business with their shady business with customers and ripping them off. Please take this as a warning to get your cell phones elsewhere. Don't go to T-Mobile. It is clearly a disorganized and loose policy company that does not honor the refund policy we are told when we sign up!

After numerous, multiple calls, our account was credited and then we received our second bill, and this one after just a little over a month in service is for $326+. After being on the phone with so many different departments and people, their names, etc. now are blended in my note back of anger, disbelief that a company would operate this way and after over an hour and 40 minutes, nothing was resolved. It doesn't matter that T-Mobile sent me an email that they received the phone, I need to have a tracking number from UPS. I offered to send them a copy of "their" email. Then at the end of this enlightening conversation, I was told if I cancelled the account that I would owe fees. Really, fees! At this point, my credit can be messed up. I want nothing to do with this company ever.

I called again and was given an extension ... still, I cannot pay the bill because it had now increased $200 more. I called again to ask why I was being charged a monthly bill if my phone was suspended. This makes absolutely no sense. I was able to speak with a specialist who heard my complaint and waived three $20 fees - after transferring me to another representative, I was told that the fees were not approved.

This is the first time I have encountered such issues with T-Mobile. Everyone told me to switch to other companies but I stuck with them for many years. All I want is to resolve the issues because it is affecting my Avon business. Many of my customers contact me via cellphone number and now I have no customer orders and I'm falling even more behind on the bills.

After getting my service going, I found out relatively fast that tethering was not part of the business account plan. I contacted my sales rep at the 101st and Memorial store in Tulsa, Oklahoma about this issue. He then notified me that he made a mistake. I found that shocking as he was the manager of the store and told me he had worked for T-Mobile for many years. I was told my phone would work throughout the Tulsa Metro Area. Cities that my sales person told me the phone would work was Broken Arrow, Bixby, Coweta, Jenks, Owasso, Muskogee and more. He did tell me that the only place he knew it would not work was in the School Gym at Bixby Public Schools.

I run a business that requires an internet connection at my customers’ homes. This is why with the tethering my T-Mobile rep told me was part of my plan was so important. Well, since I was lied to or he simply didn't know what he was talking about, I ended up having to pay more for my phone service to have that feature so I could use the internet for my iPad while at customers’ homes. About 25 days into using the service, my wife had a doctor’s appointment in Muskogee. This was the first time taking the phones out of the Tulsa area but still in an area T-Mobile told us they would work. Well, guess what? The phones did not work all the way to Muskogee and then only worked on the Northern Edge. If you where in South Muskogee, you had no bars, no internet, and no ability to call.

I called T-Mobile and they offered to cancel one of the two lines with no early termination fee. I told them I would first have to go get other service because my wife and I are having a baby, and we need the service for the time at least till I can get other service. Come October the service got worse, then worse, then worse. The phones no longer would work at our home where they worked while under the trial period. The internet barely ever worked, and I had 8 customers in a row in Tulsa that I could not accept credit cards from due to the poor T-Mobile service and no internet connectivity. I had called into T-Mobile at least a dozen times and talked to customer support, customer service, and technical support. My internet speeds during a customer technical support test by T-Mobile showed 21 kbps, not 4G speeds in Tulsa as advertised by T-Mobile. The phones would sometimes take 5-6 hours to get or send a simple text message. If a picture was attached, the message may not go through at all.

I visited the store at least 7 times with my phones and they could not detect anything wrong with the phones; but yet they knew the service was poor. I offered to buy a portable signal booster if such a thing existed, but they didn't have that. I had them document the account. In November, I told T-Mobile to fix the problem or I was leaving. I gave them more than 4 weeks to take care and make it right. They did nothing. This was on two phones I spent over $450 on with T-Mobile. Very poor support after the sale. I had no choice as I was dropping numerous calls; I was not able to make calls at various times of the day in Tulsa, Jenks, Broken Arrow, Bixby, all areas I was told had good coverage and 4G speeds. The phone roamed in these areas a great deal of the time and usually was not showing 4G.

I made one final try at them making it right. They said the phones where fine, but they did nothing. I switched to a competitor and have had my service since after Thanksgiving. I can tell you, I have had no internet connectivity issues. I have not had to apologize to any customers because my phone service always works and I can run their credit cards. I have had none of the issues since I made the switch. Yet T-Mobile wants to charge me an early termination fee when the service was not as advertised and simply didn't work. They did not provide even usable service in my area. They had more than enough chances to make it right, but would rather take money knowing they have poor quality service in the Tulsa, Oklahoma Metro Area.

I purchased new phones from Verizon Wireless today. They ported the numbers and when I went to log into T-Mobile, it said the lines had been cancelled and there was no active account. A friend told me they will try to bill me for the entire month so I called them. Sure enough, that's what they said. I told the rep that I don't see how they can bill me for something they aren't providing. We'll see. I won't pay it and let them put it on my credit! Can you say lawsuit? They are rude and obnoxious; they deserve to crash and burn!