T-Mobile Reviews

So a warning to everyone. If you are planning to leave T-Mobile, be sure to port your number when your cycle ends because if you port after the first day of your billing cycle, they will charge you the whole month regardless.

I just got a letter back in the mail saying ok, T-Mobile will reverse that upgrade and just let it go back to the regular date, which it ends on February 10, 2013, which is the day of my birthday. So not only did they cancel my upgrade, but also they did not even listen to the recorded phone call from October 25. I am so upset right now at T-Mobile that I am switching over to Verizon the second my contract ends. Can someone please help? You cannot call customer relations, which is **. Only letter needs to be mailed. Wow. Really? Can someone please help? Thanks.

I had three lines on a family plan with T-Mobile and was paying around $175 per month on god knows what fees and charges. Well, first I found out that T-Mobile started the practice of unknowingly extending your contracts out by 2 years, each time the consumer upgrades, downgrades or changes a plan. Then when the charges became outrageous and T-Mobile was unable to provide iPhones as an option, I decided to switch out two of the 3 lines to Verizon.

Well, 2 months after I switched out of T-Mobile and cancelled those lines with T-Mobile, I was continuing to get charged $175 a month for 1 remaining line being used by an 11-year-old who did not access the internet! Talk about ridiculous. I called them in Nov. and Dec. 2012 and asked them to do the right thing and credit me for the overage the past two months. They simply gave all sorts of excuses and finally said a manager will call me and no one did for 10 days. I called back 10 days later and some Indian call center guy (I am Indian too, but not trained by T-Mobile in subterfuge) made all sorts of comforting noises and keeping me on hold while he researched or investigated further, only to come back and apologize profusely stating it was not possible to credit/amend/change anything on the false billing!

Finally, I had enough of the crap and told him that it was about time that US gov't. took the whole mobile phone companies into line like it was done for health insurance and banking. To not let the customer have any chance of escape, they have the early cancellation fine of $200. Given the level of frustration and absolute lack of principles by this company, I decided to cancel at that moment with the early termination fee. It felt so good, and I hope that the company and the whole motley crew of pirates that do these false billing and customer jack-ups go under.

My second hellish encounter with them was when I re-signed a new 2-year contract. I was offered an upgrade with the contract of one of their My Touch phones. Another nightmare with their phones. It ended up there was no free upgrade. I had to pay for the phone. The rebate I was promised was supposed to have been processed in the store at the time of the sell, that didn't happen. So I lost out on the rebate. The My Touch phone was a nightmare. It would take over 5 minutes for anything to happen concerning any website, such as simple as the weather. I took the phone back to the store and they recognized there was a problem. They told me to send it back and I would be sent another.

OK. This is where I lost it! If I were to go to a store and return an item, I doubt I would be charged a fee to return it. They charged me $20.00. Their phone didn't work so I had to pay a fee for a defective product? When I called about the situation, they said I didn't have insurance for that type of problem. First, why do I need insurance for a defective product they sell? I also had 3 of the same phones in one year. They did not work! So in an effort to make amends, I was offered a phone of a similar caliber. Wrong! The salesperson at the store showed me the phones that I was given a choice of. I haven't had a flip phone in 5 years. I did get a phone I thought was going to be OK! Wrong! I had to send it back also because of issues with the phone.

Their 4G ads are a lie. So I was sent another of the same phone because I did like the phone. I had added the extra insurance per the $20 charge for the exchange, only to find out it didn't go through until the day after I returned the old phone. Since I started this new contract with T-Mobile, my bill has never been the same each month. There is always a problem with some kind of download I have done, which I don't do. But I have to pay for the download and the company that offers it has to credit my account. Their broadband service is also horrible. The meter where you read how much MG or Gs you have is incorrect. I changed my service to 10Gs. The meter does not go to the 10G. It still only reads to 5Gs. It's very confusing and I believe meant to be that way.

I have had customer service reps hang up on me. I also have experienced very helpful reps. As far as a manager as some have mentioned, they do not exist. I have called and have been told 4 stories about my account. I could go on about the hell I have been with T-Mobile, but I just know I will not be re-signing a new contract with them. There have been no settled issues toward these situations. I am still billed for the amounts and have no say in how they are billed to me. I have had my service interrupted concerning the My Touch issue. And I had to pay the extra reconnect fee.

I have been a T-Mobile customer since 2004 and have paid my bills on schedule for the last eight years. You are in the competitive business of attracting and retaining long term customers to your mobile network. Even though you claim customers are valuable, you invoiced my account for an additional month of billing after the account was closed on November 2, 2012. Not only is that greedy, but it should be illegal. You are basically charging me for services that you are not providing me. The consequences of my refusal to pay are that you will send my account to “collections” and my credit rating will be tarnished.

After spending 45 minutes on the phone with your customer service supervisor, I was able to get a $50. “Goodwill” credit to the charge but you still are charging me $74.71, which I feel is unwarranted. I am reluctantly sending payment with this letter to close out my account and have a sick feeling in my stomach that I am being robbed by your company. Your policy of charging for an entire month of billing because my cancellation landed on November 2 in the cycle borders on criminal. You should be ashamed of yourselves. I will never use T-Mobile again, and will spread the word on every tech blog I can to tell this story.

When they could not prove that twice the service was provided, this woman asked me to provide evidence that I did not make long distance calls. Come on, you are the service provider. If you show no evidence of providing the services, how can anyone else have evidence?! This is a bunch of loonies. I am glad I called my bank to decline the charge. Now, I am declining T-Mobile. It’s too cheap to be good.

The next day, we found out the number wasn't cancelled and the line wasn't removed because the other company said T-Mobile haven't released the number to the new provider. We were charged $200.00 for a cancellation fee for a no contract line that should have been cancelled. We feel that we are not responsible for T-Mobile's mistake. We enjoyed having this company as our provider. We never had problems like this one. We are very disappointed that this happened. We are very concerned that this be resolved. We don't want to cancel our contract. We always tell people T-Mobile is always great and solves problems that occur. Please resolve this problem. We don't want to be disappointed in T-Mobile.

Most representatives just read from a script and aren't authorized to do anything but string you along. I was also told that I wouldn't be charged any kind of late fee and I just got off of the phone with customer service and it took thirty minutes and arguing to get them to wave that unfair fee. I so can't wait for my two year contract with this awful company to be over. I'm still waiting for my past bills to be sent to me. I also responded to a text from the company. I called the number they texted me, 1-866-219-0722. I called that number and it asked for the phone number the message was sent to. When I entered my cell number, the automated system said that they did not recognize the number? What the heck!

We have set up payments to be withdrawn from our account and our phones were still disconnected. They had their money but then they would add restoration fees to our account. How does this type of place even exist when they take and do what they want to people? I spoke to a representative this morning who's apologizing again but said they would have to divide the corrections up into monthly installments to be corrected to our account. They want their money all at once but I have to be set up on an installment plan for their corrections. Where is this type of service fairness?

I do not understand how these major corporate entities cannot have insurance and protection for their customers. I have been with T-Mobile for over a decade. I never signed anything that said I would be responsible if the phone disappeared. They scheduled an appointment to review the case with me today at 1pm. It is now almost 3pm, and no call. How is this possible? How can they get away with it? I have lost hours, days of my life in dealing with this and lots more in billable work hours than the $280 odd dollars they are charging me. Isn't losing me as a customer after 10 years worth more than that to them? Surely, UPS and T-Mobile have legal agreements that would cover their losses due to a vendor mistake. I followed all of the instructions.

I am wondering if, and how, I can file a claim to protect myself against these erroneous charges and how long they can chase me down to try to claim this charge for the phone lost after it was in the UPS Drop Box. This is absurd and bad business, and their employees lied on top of everything else, presumably, to get me off the phone. They should not be allowed to conduct business. I wonder if we should join together with a lawsuit - though all I'm really looking for is an honest and just solution to my getting stuck with the bill personally, after I followed all of the instructions. UPS says it is not traceable, since it was return services. How is this even possible? I do have a tracking number, too!

On November 21, 2012, I went to a local T-Mobile store. The store rep told me they didn't have access to entire bills; they are only able to print the first page of a bill. While in the store, I again called T-Mobile to again request an itemized bill for October. I specifically told them I need October 14th. The phone rep said since I did not subscribe to the monthly service of $1.99 to have an itemized bill, they wouldn't be able to send me an itemized bill. I told them I had no idea there was a fee. No one had told me there would be a fee, and the fee is not stated anywhere on the bill.

After going back and forth about the bill, the T-Mobile rep agreed to send me the itemized bill and said they would waive the $5.00 fee for duplicate bills. After specifically relaying I needed the bill to show the calls made on October 14th, the phone rep assured me the bill would include that date. I also told there was no way for them to email or fax the bill, and I would receive the bill in the mail in 7-10 business days. After approximately 1 1/2 weeks, I received the bill. Even though the rep had assured me I would receive the itemized bill showing October 14th, the bill I received was the September itemized bill.

On December 4th, I called T-Mobile and expressed my feelings about receiving the wrong bill. The phone rep told me since I have already received a bill, I am not allowed to receive another bill. I was told I could send a letter to their consumer relations department requesting the information I need. I then became upset and told the rep I did not have time to send a letter and I needed the October bill to verify a phone call made on October 14th for an insurance investigation.

Once again, after going back and forth about getting the bill, the rep transferred me to his supervisor. Eventually, the supervisor agreed to send me the October bill will show all calls made up to October 19th; he assured me the bill would include phone calls made on October 14th. On December 18th, I finally got another bill. However, the bill I received was still not the bill I was promised. I received the October summary instead of the October itemized bill.

Needless to say, I was very upset when I contacted T-Mobile on December 18th. Again, I was told I would not be allowed to receive another bill and I could send a letter to their consumer relations department. The rep also told me he could transfer me to his supervisor to see if they can send me another bill. I then told the rep I will not wait two more weeks to get another wrong bill.

Based on the following, I was never informed about the $1.99 fee to receive an itemized bill; there's no information printed on the bill stating a $1.99 fee to receive a bill; and I have requested the bill two times over a one month period and keep receiving the wrong bill. Do I have any recourse? Thank you.

We had lots of problems with the phone, had different phones sent with no difference. Some phones were 3 years outdated. A call wouldn't ring in, I call out, get dropped calls if I could get out a line. I have so much advertising saying we have service here. I'm not the only one who can't get service. It's not even 3G, the phone company says 4G - that's not true. I have had enough of their lies. I dropped 4 lines, now they want $200 early terminations fees. They lied. Why should I have to pay for their false lies about coverage? Go ahead pull all records of problems we have had.

I am a domestic violence advocate with dropped calls. I can't protect people with that kind of service. I had emergency call before I dropped this phone service. I refuse to pay for something I can't get. Your business wouldn't. I want all bills stopped and no early terminations fees. I refuse to do business with any company that doesn't stand behind their service. T-Mobile is one no more business.

I then called T-Mobile customer service last week regarding said text message and they asked if I lived in an apartment building, condo or townhouse. I advised them that I lived in a two-family house to which they answered that they will not be able to help me out because the T-Mobile Signal Booster has specific regulations regarding 911 addresses and my address did not qualify me to obtain said signal booster. That night, I was on the phone for more than an hour and spoke to different representatives during the same call. The last representative asked if I needed to have the Apt. 1 in my address to which I replied no. He removed the apartment number from my address and asked me for my credit card number. He said that I was going to be charged $0 and that T-Mobile was going to place a 24-hour hold on the transaction (I guess to verify if I was the person and I had the same address on said card). He also stated that if everything went well that I should be getting a message and/or email with confirmation of the order and tracking information. I did get the message that my order was placed.

The next day, I received a text message stating that my order was cancelled. I got home from work at around 6:30pm-7pm. I call T-Mobile customer service again to let them know what happened with the T-Mobile Signal Booster order. Again, I get to speak to multiple representatives, the last one being the one to help me out again doing what the prior gentlemen did the night before. Same story. The next day, I get a text message and email that the order was cancelled. I called a third time the following day and got to talk to a Bridget, ref. ID #**. She advised me that if she tried to place the order for the T-Mobile Signal Booster again, the order was going to be cancelled again because of my address. She also advised me that I was going to get a $200 credit on my account since I was not going to be able to take advantage of the T-Mobile Signal Booster. I never received the $200 credit on my account even after accepting another two-year extension on my telephone line.

She also stated that in order for me to get the $200 credit, I would be required to extend my contract with T-Mobile. They did not advise that I was going to have to extend the contract for all three lines which is obviously not fair. I should not have to pay for T-Mobile's lack of coverage which is a service that I am paying for and a service that they promote as being the best 4G coverage in all USA. I explained to her and to all prior customer service representatives who I spoke to regarding the lack of coverage in my home area that I have three lines with T-Mobile, all of them with unlimited service. I also told them that one of the lines is for my handicap aunt who is in a wheelchair. She stays in the house 24/7 and her phone is her only entertainment, informational source, communication source, etc., (since she cannot move her arms and only uses it with a long stylus in her mouth). And if I did not have internet/wireless service through another provider in my house, she would not be able to use her phone because my house barely gets a bar of T-Mobile signal when we are in it.

It is very uncomfortable for all three of us (all three line owners reside in same household) to have to go outside of the comfort of our home, in the cold, to be able to make a steady phone call. What if there is an emergency, like when hurricane Sandy hit the northeast? These were days without heat and electricity and no signal to call our loved ones if we needed to talk to them. I am paying T-Mobile an average of $235 - $250 every month, for what? No service. I would not mind cancelling all three lines if this does not come to a resolution.

The last time I contacted T-Mobile about this issue was Tuesday, December 11, 2012. The day before, on December 10, 2012, I received a text message from T- Mobile that read "Free T-Mo Msg: We're trying to improve your service quality as a signal booster user. Please help us with this by taking this survey..." Please note that I never received the signal booster and therefore, I am not a signal booster user like they stated in the text message. That same day, I contacted T-Mobile and spoke to a customer service representative at the Loyalty Department to question the text message. The rep then tried to help me and he assured me that I was going to receive the T-Mobile Signal Booster this time. The next day, December 11, 2012, I got a text message and an email letting me know that the order was cancelled again.

T-Mobile promises Nationwide 4G coverage when I do not have reception on ** Union City, New Jersey (two blocks away from ** commercial area and like 10 minutes away from NYC). I do not live in the jungle or countryside or anything like it. I need to be provided the services I am paying for. Otherwise, I feel like I am giving away free money. I want my account to reflect the prior two-year agreement dates for each one of my three lines (the dates prior to the alleged $200 credit that was promised by Bridget, ref. ID #** and never provided). I want a solution to my problem by either getting the T-Mobile Signal Booster, giving me an indefinite credit on my account for a specific amount each month until the time I move out of my home, if applicable, and waiving the early termination fee for all three lines if I decide to terminate my contract with T-Mobile USA. This is not fair and I will definitely let everyone know what is going on and tell the story of this nightmare I am having with T-Mobile. Thank you.

I thought whatever plan you signed up for is good for 2 years. But no, apparently, T-Mobile can change your plan pretty much anytime and anyway they want it. People, be aware of T-Mobile's scams. We, the customers, have to pay a hefty penalty for a cancellation fee but T-Mobile didn't even honor our contract. Pretty much every rep that you talk to on the phone is nothing but lies. Why? Because every time you call, they always tell you something different. When my contract is up in 15 months, bye bye to T-Mobile and I will introduce the ** free phone that was offered to me from T-Mobile to my friend "The Sledge Hammer."

The associate told me they were having a problem with the Windows phone and suggested the MyTouchQ, which was also a POS. I told the associate that I was going to call customer service, which was a total waste of time. They what me to buy a signal booster for my house, but couldn't guarantee that it wouldn't interfere with the other wireless devices in my house. I told them, "What about my truck? I don't get a signal in there either." They said, "Not our problem." I told her that I think I want out of my contract; that this service was **. They said they would have someone call me back. Four days later, a rep called me back. She said that she heard me just fine, what was the problem. I told her that I was in my driveway, let me go into my house. The minute I went into the house, the phone dropped the call. I called her back on the land line and she said, "Where are you now?" I said my dining room. She said, ""How's your signal?" I said no bars. She asked if I had no bars, how could I be talking to her. I said land line.

She asked what I wanted to do and I said end this contract. She said, "I don't blame you." I went to take the phone back and they said, "Sorry, it's been more than 2 weeks. You're stuck with us." I am now fighting with T-Mobile because they want to charge me for this POS MyTouchQ phone, plus $200.00 for getting out of the contract and 1 month of service. I had been with them for 5 years and always paid my bill on time. I am currently on SSDI and it's my only income. They couldn't care less. I am telling everyone I know to avoid T-Mobile. They are nothing but a bunch of lying, thieving ** with no customer loyalty. Twice they told me they were working on the towers. That was lie number 2. Lie number one was telling me it was my phone giving me trouble. T-Mobile sucks. It's no wonder they are losing customers. That coverage map of theirs is a joke. Of course on the map, you'll have service according to them. In reality, no signal. I am currently considering legal action at this time.

I upgraded my plan in 2012 – a big mistake. The salesperson added insurance onto my plan even though I specifically rejected it. My reasoning is simple - there is no reason in the world to insure a $30 phone at a rate of $7.99 a month per phone. If the phone broke, I'd just go pick up another on sale at Walmart. The phones they "upgrade" you to, are junk and stop working after 6 months anyway. The junky phones are how T-Mobile ropes people in and gets them to upgrade and extend their plan. I didn't upgrade for the state-of-the-art, quality phones T-Mobile gives to their valued customers anyway. I upgraded so that I could have an unlimited plan. Anyway, I paid what I thought was my total bill (my contract was $79.99). I didn't pay the $7.99 per line insurance because I had no idea it had been fraudulently added to my bill. T-Mobile cut my service off and then charged me $40 to reconnect my lines. This happened 5 or 6 times.

Each time, I would call customer service and the rep would tell me the reconnect charges were "valid". When I explained the insurance was fraudulent and I wasn't going to pay it and T-Mobile cut service because I didn't pay for the fraudulent insurance, I was transferred to a supervisor or to the legal department or disconnected altogether. Each call averaged 45 minutes and most of that time was spent on hold. When you are disconnected (it is almost a guarantee; if your calling to complain, you will most certainly be accidentally disconnected), T-Mobile will not call back and apologize for the disconnection. You'll have to call back and go back over the same things you spent 45 minutes on the phone already trying to resolve.

The last straw was when T-Mobile disconnected my service for $12. I thought I paid the whole bill, but I must have overlooked the $12 (just 3 days before they disconnected my service, I gave them $150 for a service plan that was only supposed to cost me $79.99 a month). I called T-Mobile and to my surprise, the same thing happened. I spent about 45 minutes on the phone with T-Mobile and 41 minutes of that time was spent on hold. I was told the reconnect fee of $40 was valid, would not be waived, and I owed them $52 if I wanted my service turned back on because I was late paying $12. I made a complaint to the BBB. Take a look, T-Mobile has a C rating with the BBB and over the last 6 months they have upwards of 33,000 customer complaints.

T-Mobile is the worst consumer service company I have ever had the misfortune of encountering. T-Mobile comes in dead last in a running with other cell phone companies. I have had enough, I moved to Verizon. T-Mobile has sent me a bill demanding $732. For what, firing them for violating the terms of their own contract (poor service, fraudulent charges, etc.)? During my last two years with this horrible company, I spent upwards of 10 hours on the phone with customer service about poor service and fraudulent charges. Save yourself the trouble; go with any other cell phone company out there. T-Mobile is awful.

Since you know, they are going to dump them off to some unsuspecting person who needs a replacement for their crappy phones! Then we were told by them to start legal complaint against them. So if we ever decide to go after them, wouldn't it cost them more than $391? Guess what? I'm dumping T-Mobile.

As you read this, I encourage you to please review my account details as they surely will corroborate the details of the events described below. If you have access to my recorded calls, you will also find them quite touching as several resulted in tears, raised voices and much to my own shock and embarrassment, I even swore on a few occasions (which I never do over the telephone). I am a really nice person, really nice, ask anyone. I would like to apologize in advance if I sound impolite or even rude; as I write this I find my frustration and past anger rekindled.

It all started when I upgraded to a Windows 7 phone in order to have USB internet tethering while meeting with clients out in the field. Both in the store and over the telephone, I was assured that this phone was capable of providing this feature. Upon arrival of the phone and after several escalations in customer service, I was finally told by a senior technician that this phone did not in fact have USB tethering. They recommended the HTC G2 and that it would be simple enough to return the old one and get a refund. So I was misinformed and slightly irritated, but it happens. I mailed the phone back at a local USPS facility (in person at the counter) and happily went about my way with the new phone anticipating a refund within the next few weeks.

Dozens of phone calls later (these are the fun calls which again I encourage you to listen to), I was told multiple times that the phone was received and we were just waiting for the refund to post to my account, which I do understand takes several days at the discretion of the bank. Oh yay! It finally posted (Yes, please interpret those as sarcastic apostrophes) but Bank of America lost it (Does that happen often? I didn't think so). So I called the bank and the refund was never initiated. I called T-Mobile back again and again, forms were filed with vague yet important sounding departments and surprise... nothing ever happened. Exasperated, I called one final time and was informed that the phone was never received by the Return department. I asked for permission to please terminate my account with no penalty, however my request was declined.

I have to ask you.... Can you honestly tell me that this is good customer service and that my situation was handled correctly?

So, the next bit of the story is a little Jerry Springer and I apologize for this; however it is relevant to the story. I would like to think that most of us have a bit of Jerry Springer in our lives, as carefully disguised as it may be. Around this time, I was under marital distress and discovered that my now-ex was calling everyone in my phone records, which included friends, colleagues and vendors. It was incredibly embarrassing and I was concerned for my emotional well-being, professional reputation and safety. I called T-Mobile and informed them what was happening. Since I was on a shared account, I was unable to leave and go to another carrier without incurring the $250 cancellation fee (which was at its highest since I'd just upgraded to the new phone). My only option was to sign another two-year agreement, which I unhappily agreed to. There were no other options and it needed to be done as quickly as possible. I was also informed that my pending customer care issue on the other account would most likely be closed as I would no longer be on the old account. At this point I had invested so much time and energy that it was no longer worth pursuing.

Some months later, the new phone started freezing and I used my insurance to replace the phone. I received the new phone; however I was tardy in returning the back piece (I'm sorry, I don't know what the piece is called), so I was charged $400 or $450. I was told that even if I mailed it back, it would be rejected. I assume complete responsibility for sending it back late, however I feel that $450 for a phone part is quite excessive. And why would it be rejected? Yes, it was two weeks late but you really won't take it back? I paid the $450 and again went on my way.

Fast forward to August, perhaps early September and the phone was freezing again and now randomly turning off. I will admit that it has a small crack in the corner (falling from my bed approximately 1 foot onto a Pergo floor). It just hit that sweet spot in the corner which I hear is a common break point for a lot of phones? The battery cover also would not stay on (not as a result of my own mishandling) so it's taped up with scotch tape. This was one classy looking phone. Since the phone freezes and will not turn off or back on at times, I had to take the battery out which is why I had resorted to scotch tape (you know, for easy access and re-taping). I called T-Mobile and unfortunately I no longer have phone insurance and if I would like a new phone I can upgrade and sign a new two year agreement. The crack in the corner excludes me from using any kind of warranty. Of course. Also, I am curious if you've heard of similar issues with this phone?

So here were are, three days until my cancellation fee decreases to $100. I was initially going to try to wait this out until June, but fate sure has a funny (and ironic) way of intervening at times. Completely out of the blue, I was given a Visa gift card as a thank you for referring business to someone, which I now fully intend to use to cancel my service with you.

To your credit, you have excellent Customer Service Representatives. Each of them were extremely helpful and courteous, but it seems that no one ever had the power to fix as situation themselves. There was always someone else that needed to look into it and call me back. It just never happened. I can't imagine how your staff does this day after day. You must have some serious incentives to keep your CSRs even mildly happy.

I manage a Customer Service Department (I have been with the company 12 years now) and these are the types of situations that I use as customer service nightmare training for our staff. How did this happen? Would we ever be okay with one our customers feeling this way about us? Absolutely not. What's our philosophy? Do the right thing. Always.

I felt it only fair to at least offer some solid feedback on why a loyal and long-term customer of yours is leaving. Also, it's lame that I have to mail a complaint. Please make it easier for your customers to communicate with you.

I am sick of this. I got this great new phone that I love and the company I have used and loved for five years screwed me over. I have since unlocked the phone for a different carrier and not had a single issue, beyond battery drain, lol. There is something wrong with the way T-Mobile is handling their loyal customers, because I know that the issue was not my phone, because I have had the new Sim inserted for the last week and not once had to shut off the phone and restart it to relink it to the network. I have to say that their recent treatment of me has led me to decide that I need to leave T-Mobile.

I don't know what else to do. I pay over $110/month for an imaginary service and useless equipment. I have been told that the only way for me to use their service is to obtain a WiFi internet service (from someone else) or to buy their $600 signal booster. This is absurd! Furthermore, the only way to be released is to pay the contract cancellation fee even though the company acknowledges that the fault is theirs.

T-Mobile has a 14-day contract release fee free; however, when within that same time I have called them to do that, they have assured me that it is probably only a temporary issue (due to their network being overwhelmed because of the nationwide promotion). Therefore, I waited for an answer from their service area contractors, then engineers, then service specialists and countless others to check what the problem was (already in the beginning). No one has called me back. As of today (again, after months of struggling) they claim that they have a legal contract and legal right to do this to me, that they never guaranteed coverage, that if I want to leave, I must pay them $200. I kept telling the supervisor that I will gladly stay if they can provide service which they claimed they have no issues with (and stated that they have the best "4G" coverage). They falsely advertise! They do this to me and how many others? Is this really legal? Can a company charge you for services they admit that they can't provide?

In the meantime, I was offered by AT&T an iPhone4 for .99. T-mobile was giving away phones all weekend, but I couldn't get one. Sorry I was a loyal customer for over 10 years, but I don't qualify. It is not that I want a new phone, but you can't give me service with the phone I have and can't figure it out. So why am I going to pay monthly for a service that I am not getting? Why should I have to pay for a phone when you are giving them away free? I have tried numerous times and explained my story. Now I want out of my contract and would like a response. I do plan on going to the county courthouse to file a suit but of course, the rep would not give me the address of your corporate headquarters. Please, I would like a response.

I asked to talk with a supervisor who then told me I would need to write the letter but that he didn't think I had a case because the coverage map showed good coverage in the area I was talking about. I explained that the map was wrong, I was tired of their deceptive practices and I wanted out - still, to no avail. They are deceptive. They provide poor service and poor phones. They have no intention of resolving issues, just wrapping their customers in 2 year contracts that cost $200 to get out of.

Well today is Nov. 28th and still bad service! I have no service at work. I know it has nothing to do with the small building I work in because I had services for the years I've been here, then all of a sudden on 11/07, nothing. My contract is up this month and as I really don’t want to change, I am forced to go with a new carrier. T-Mobile, whatever you are doing is not good for customers! I’m paying for services that are not being delivered.

This is not a request, but telling you thanks for your (excuse me) lousy service. Why doesn't anyone help us? 296 complaints. Is any person in the government awake? They stick their nose where it doesn't belong and don't do anything when they should. I am disgusted. An attorney won't help - there is not enough money to be made for them. After all, it is about lining their pockets also like T-Mobile. Forget about us. Unless there would be a class action suit, then we would all get about $15.00 and they would be laughing all the way to the bank. The word customer service is no longer in the dictionary.

They said there were changes on the plan in September and they did not impact all the lines when done online. They retroactively credited the account. I then told the billing/customer service lady I have a budget and I need to get service talk, text and data for 2 lines to under $100.00 total. Well she offered the value plan, then found out we could not do this until 18 more months. So she gave us credits and $10.00 in credits each month for 24 months in order to off-set the plan and now create a billing each month that is reflective of the so called $59.00 a month value plan. Hence my bill for the 2 lines is retroactive $119.00 a month which includes taxes.

Well the next day, I receive a text message stating I am going to go over my allotted text messaging unless I pay for more. I called and requested the rep to review my notes from the 2 days of discussions I have already had with T-Mobile. She sees that my bill should be $119.00 a month per notes including taxes but the rep that set this up neglected to make everything retroactive. She assured me this has been corrected and it is the reason for the message about the overage to come on text messaging. Okay, 2 days later, the 18th of November, I receive a message stating my bill is past due. Now keep in mind I just paid on the 12th $260.00. So upon my shock, I have an account balance showing on the web page of $332.00! That essentially means my bill is $260.00 plus $332.00 is $592.00!

I paid the $145.00 because it is showing my account is suspended, and yet I paid $260.00 on the 12th of November. Some $99.00 a month plan! So I immediately called T-Mobile knowing something else had not been adjusted or followed through on. A man answers, I calmly explain for him to review the notes and I am disputing the account and I should not had paid tonight the $145.00 when my bill is $119.00 and should not be due until January of 2013. I hang on line about 10 minutes quietly while he reviews the notes, "Okay, I have reviewed the notes and I have to contact the finance department and your account will be re-verified for security purposes. It will only take a couple minutes." I assumed okay, he has fixed the situation. Finance gets on the line and asks for SS and phone number. Then proceeds to ask me if I want to pay the remaining $187.00 due today? I am shocked. I had to start over. I told fiance what has happened. He said let me review notes. He said, "Okay I cannot do anything; I will have you talk to customer service."

The cycle continues. I am returned to an automated voice which asks if I would like a call back or remain on hold. I choose to remain on hold. A rep comes online and asks for SS and phone and how can I help you? I told her I need a supervisor. She asked me to explain to her, I said no. I have already done this and I want a supervisor. A man comes online and I explained to him the $119.00 billing arrangement. He reviews the notes and tells me that I will see this new billing after the additional $187.00 is paid. So essentially, I should have just disconnected the service on the 12th and paid $200.00 per line early termination fee and I would have been better off. But I was told $119.00 was retroactive.

I told the manager to see all the monies I have paid since the start of service in June 2012. Over a couple thousand dollars and I want a complete audit of the account. This is robbery and fraud. Continually, T-Mobile reps tell you this great price and they made the changes yet the billing doesn’t reflect the changes. The manager said he doesn’t have the capabilities to have someone do an audit. I said you are management and you should be telling me, you agree that my billing is outrageous and you will see to it someone reviews and analyzes the account and to call me back.

I asked for a written audit and have it mailed to me with explanation and justification of all the billing and as far as I am concerned, T-Mobile owes me a lot of money! He continued to say how I can write a letter, and I continued to say, he is management and he should and can follow up to get my account to the right person and have this reviewed. He continued to put the work on me, and I told him he is a lazy manager. We want a class action suit against T-Mobile and I want an entire refund of the monies we have spent which could have been put to a luxury monthly car payment. They are deceitful and corporate knows the billing will not be reflective of the so called "adjustments" or set up of the plan. I want this settled.

8. Repeated hanging, some buttons work and others don't. I can go on and on here

Right now, I am doing my fourth factory reset, wiping out the phone and restoring all my data and applications. When I asked for a new phone, they suggested they would send a MyTouch replacement or I can pay for another phone. MyTouch phone has continuous problems - do not buy this phone. This is a nightmare phone and I would request you all avoid it and check feedback forums for all HTC phones.

I know that can't be the case, I argued. Well he did, said the CSR. We even verified his employment with Teletech to be sure he qualified for this discount. Teletech? My husband works for Toshiba! "No, he works for Teletech," he responded. I have all of the information right here. Maybe Toshiba is a subsidiary of Teletech, he suggested. We all know Toshiba is an island, nothing else. After hours of getting transferred from one manager to the next, I was told I could write a letter and send it to a PO box in Albuquerque, NM. My husband wrote the letter and had his office manager include a letter on Toshiba letterhead confirming his employment with Toshiba and the start date of his employment, which was 8 years ago.

How do we get out of this tangled web? It's not hard to picture what must have happened. My husband has guessed that an employee embellished his information to gain a commission. It would be worse to think the management goes through accounts and finds a way to do this. Help!

In August 2012, I noticed that my 2 year old phone was not working properly and I called to ask for a replacement phone. I was told that my Samsung Galaxy model was no longer available so I would be automatically upgraded to Galaxy Blaze without any charge. September bill was $581.62. I called T-Mobile to clarify that this was incorrect. My replacement phone was not supposed to be charged at all. The customer service rep argued with me for a half an hour until I spoke with a supervisor who fixed the issue. A few weeks later, I noticed that the internet on my new phone was not very fast. I called T-Mobile again and they stated that when I made my plan change in July, they reduced my speed from 5GB to 2GB. I explained that I did not agree to this change in speed and it was not explained to me.

The gentleman stated that he would place me back on the 5GB plan without any additional charge since it was not explained. October bill was $68.00. I called T-Mobile again and tried to explain everything. I spent another hour on the phone. This time I was treated very rudely. I spoke to another specialist who stated they could not offer that plan and the last gentleman was wrong for telling me that. I stressed that I only wanted to pay $50 a month as before. She stated that she would take the additional $15.00 charge off of my October bill, and put a recurring $15.00 monthly credit on my bill for the next 6 months for my trouble and I would keep the 5GB speed. After this, I would be responsible for the charges. November bill was $68.00. I called again. They stated that the woman only put the credit on for one month and did not bother to change my plan back to my desired $50.00.

Needless to say, at this point, I am pissed and have already spent more than 10 hours totally fighting this line. I promptly called them up and spoke to a very nice rep, who assured me that the charges will be removed and within a couple days, I could log in and view a bill that will not list the charges at all. I was very adamant about this, because I need those bills to be correct for my accountant. I also made sure she understood that until a proper corrected bill was issued that does not list the 3rd line, I would not be paying the bill as it contains fraudulent items. Again, she assured me within 48 hours, I'd have a corrected bill with the items removed. (Note that they constantly refer to the 3rd line as cancelled, which I pointed out is incorrect. I had to cancel nothing, as it was a mistake on their part, not mine. And it was never requested.) Hurricane Sandy hit. I have no power until November 7th. I logged in to look at my bill, and the items are still there. All they did was adjust the price of the bill - not acceptable.

I was promised a proper bill containing no mention of the line they added in error. Again, I called up and spent hours on the phone. I was hung up on 3 times after asking for a supervisor. Finally, I got a supervisor who then transferred me to the "Specialty department." The rep from that department is very nice and helpful. However, he cannot fix the billing issue. He claims it is too late and nothing can be done. I point out I have been calling about this since late September and it's not my problem. I am not the one who screwed up, and it's their problem to fix, not mine. I get the runaround for a bit, as he called around trying to get a new bill issued. End result was they told me, "Tough. You're not getting a legitimate bill. Pay us now, or we cut you off." My response was, "There are 3 options for your company right now: 1. Send a corrected bill that does not contain fraudulent Items; 2. Eat the bill, because without a legitimate bill that does not contain fraudulent charges, I'm not paying; or 3. Cut me off, and I'll go to another provider within an hour of my service being disrupted."

They demanded $400 in fees if I do that. I told them, "You have committed fraud on my account and have refused to fix it and refused to issue legitimate bills the moment you made unauthorized changes to my account and added lines I did not ask from. You voided all contracts, and if you attempt to collect any fees, I will retain a lawyer. And I will seek out others you have attempted to fraud and there will be a class action suit." End result: while my account says suspended, I'm still getting full service. However, I am preparing to switch if they terminate me. Any bills sent without the added line will be paid. However, I will not pay last month's bill until a proper bill is issued for that month.

I wrote the FTC facts that: 1) I decided not to change because the girl was trying to sell me, not restore my service to what it was. That is bait and switch tactic to get you to upgrade; 2) on recording, I said no on the last part and the girl came on and she said, "Oh, so you don't want to change?" I said no and she said she would fix it. All recorded; 3) T-Mobile says they do not have to provide copies of recordings, which I strongly doubt. Everyone should allow these to go to court then since in Texas and most states, anything considered a contract has to be in writing and there is no contract unless the parties fully understand and agree and it is in writing; 4) and being a contract, I would have to know what I agreed to and would be privileged to a copy of my agreement which would be the recording; 4) to date, no results.

I want to suggest to everyone as they should understand what a scam is, a bait and switch, phone fraud, internet fraud, and basic fraud. T-Mobile seems to be heavily indulged in all of these. Please do file with FTC and I suggest also the BBB so that there can be a paper trail and then let us bring a class action suit against T-Mobile for fraud and bad faith dealings or such. T-Mobile did extend my contract without my authorization. I have contacted them and their legal dept says that only they can hear the recording which would prove I didn't agree. Can you see what fraud this is? Since they did break my contract by falsifying this then I should not be held as no one should be held to their agreement. Since I did not extend my contract, I am very grievously concerned.

But here is the catch. If T-Mobile is doing this across the board to people, it may very well be they are doing it to gain a fatted calf to make their coffers look more promising to their creditors so they can purchase Metro PCS. This is what I believe they are doing. Consider, in doing this, if you did not agree to extending your contract, they may have committed a felony over the phone or over the internet if the amount they have said you owe is over the felony amount in your state for fraud. This is no small deal and I hope all of you who come here will file with the FTC on all these issues.

On Friday, Nov. 2nd, 2012 I called again. I got through to Lucy again who told me she was Android support and not technical. And she was even ruder and less helpful than the last time. What a waste of your company’s time putting me through to the halfwits and not the experts. You must waste fortunes employing idiots who can’t help and are frustrated drones. Put people straight through to tech support and sack plebeians like Lucy. In the same conversation, she told me to ring Hotmail and get them to help me. I pointed out it was actually easier to get to talk to a human on T-Mobile (which took me 3 hours). I then asked to speak to her manager and she hung up.

I called back and spoke to a wonderfully charming and helpful woman called Joan and asked for a callback from a manager. I was told one would call in 15 to 30 minutes. It’s 2 days later and I’m still waiting. I am seeking legal advice about suing your company for breach of contract. Also when I received my Samsung package, there was no cable to connect my laptop to my Galaxy.

Only after this I found a T-Mobile website listing compatible unlocked AT&T phones and neither of my phones were on the list. So T-Mobile knew these phones could not be completely compatible even when unlocked and failed to inform me. If I had known, I never would have purchased the monthly 4G plan from them. After I reset the phones back to the AT&T service, I requested a refund. Policy is no refund on prepaid monthly service. I wrote to T-Mobile customer relations (they have no phone number available to the public, no email address, only PO Box address in Albuquerque. Wonderful for public relations, isn't it?). I explained this was not buyer's remorse, this was clearly a misrepresentation, intentional or not, and the phones had been active on the T-Mobile network for all of 3 hours. The official T-Mobile customer relations response - no refund.

At this point, I repeated and emphasized the fact to him that my current contract with T-Mobile was about to expire, and under no circumstance, did I want any contract extension. His reply was "No sir, it would not,” adding that we were long-term, loyal customers and “We don't do customers like that." We then proceeded to the cash register area. The manager was finalizing the sale, and while viewing my account on his computer, noted that I was a Police Officer and qualified for a 10% discount on my service plan. He added that this was a courtesy rate to all law enforcement officers "with no strings attached”. I responded and told him that my department policy forbids any type of gratuity, and the offer was declined. Approximately one month later, I discovered that my service contract had, in fact, been extended without my approval or consent.

We contacted T-Mobile customer service and spoke to Jaime and asked to explain the reason for the 2-year extension. He told me that T-Mobile records indicated that my phone purchase and the acceptance of a discount rate voided the original contract and an Early Termination Fee of $600.00 plus tax had been levied on my account. He then declined any additional assistance and instructed me to request a "contract review" from T-Mobile’s customer service response team. So they have declined any help or assistance by refusing to respond to email or telephone calls.

How could T-Mobile appoint such a person with no knowledge about a phone at their store? Please keep up the reputation of the store because T-Mobile is not some small telecommunications company. T-Mobile is a big established company in the most advanced country in the world. And then I transfer it to my other mobile and show him the SIM card registration failed command. The next question he asked me is where did I buy this SIM. I said I purchased it online from tmobile.com, and the reply to that is if it is bought online, then he cannot do anything. The online purchases work totally different from the store. I told him, “But it is still your own company, T-Mobile.” First of all, he should learn how to deal properly with a customer. Such a behavior is never expected from a staff of T-Mobile. This is my complaint against the rep and not against the company.

These scammers also mailed me a phone that I did not order, which I refused delivery on. So now they say they are too busy to let me talk to a supervisor and that they will have to call me back, which I know is not likely considering that they now know how furious I am. They want well over $600 from me now for something that should not even cost me half that amount. Please, please, I beg of you to never consider this company for anything other than free donuts. They are beyond dishonest and should not be allowed to do business here in the USA. I am also certain this is happening to thousands of us if not hundreds of thousands. We pay a lot of money for these services and should be treated with some dignity and respect.

Later on the same evening, calling in customer service with another rep regarding unresolved issues, I realized that I was duped by the other one who had me renew my lines fraudulently! Now they tell me I cannot go back to my old out-of-contract plan and that I won't get my promised product credit. They are notorious scammers. I hope our collective action by spreading the truth about their lies and about their unethical, fraudulent tactics will bring about some result. T-Mobile USA's deceptive, fraudulent scamming tactics is unacceptable. They got to be shut down. Period.

Being a stage 4 cancer patient, they promised once again my rate will be 5 lines with unlimited TNT and 2gs and 4g. Then two days ago the nastiest loyalty adviser, who basically said, “This is what it is and stop wasting our time,” and the person before her, as well Nicole at loyalty, told me it will be adjusted, only to find the charges were a hundred plus dollars. Now, I'm told to write letters to different departments because the supervisor at loyalty was so rude and told me all the other reps made mistakes. This has become the biggest scam. I want my $216.68 as promised. The aggravation is unbelievable.

It is obvious that T-mobile has no intention of honoring their commitments nor attempting to remedy the situation, so I have filed a complaint with my state attorney general's office. I'm not sure if I can also file with the BBB and the FCC, but this company really needs to be shut down. I honestly thought that all cell phone companies were crooked, but T-Mobile is at the top of the worst companies to do business with. Stay away, or if you’re currently a customer, don’t renew! You’re better off with two tin cans and a string; you might even get better reception.

When I contacted T-mobile, I was informed that they no longer have the use to the cell towers that they had been using and that they cannot guarantee coverage. Why in the hell then do they give you a coverage map, if they can't guarantee coverage? I urge everyone on this board to file complaints with the FCC and your state and local authorities and also to do as I am, and file a small claims suit against them to remove the early termination fees as well as the taxes, and filing fees. They are the ones who voided the contract for service by providing service that is not what I contracted with them for.

I will also add to my small claims suit the cost of filing my suit and court costs, a claim for the time I have spent working on resolving this issue, as well as any time I have to take away from my job to file the paperwork with the courts. I have also kept copies of the fax I sent to the contract dispute department, the email correspondence with the FCC and state atty. offices, the letter acknowledging my dispute, my final bills and who (name and employee id number) I spoke to at T-mobile, each and every time I contact them, for the record and for the legal complaint.

I called and customer care. Well, I’d like to know why they are there because they help you with nothing! Corporate office told me they had no control over this fee and that I had to go to the store the account was activated in! You’re customer care! Well, needless to say, I’m beyond pissed. Then today, one guy told me, "Oh yeah, sometimes we don’t tell you because the computer sometimes blocks the message that you will get charged." Come again? Yes, so instead of giving you a heads up just in case, they just assume and they don't tell you! I plan to fight. This is ridiculous and unfair!

I called T-Mobile customers service long distance using a phone card afraid to use my phone because I’m afraid to accrue more charges than what I already have. The customer rep told me that they cannot do anything about it because all calls are legit. I informed them of the wrong information that I got with the customer rep that lead into accruing these unwanted charges. I wrote a letter to contract review and gave me a credit of $200. I was not satisfied since the charges are almost $1,200 of international incoming calls. I called customer service when I got the written reply and gave me another $210 credit; still not enough.

I already wrote an email to contract review as suggested again by another customer service rep and got nothing. I challenge them as to review the phone conversation that occurred between me and the customer service rep since it’s recorded for quality assurance purposes. I got nothing out of it. Now, my bill is due and still with an outstanding balance of $800. I asked if I could terminate my service then I have to pay an early termination fee of $400. I’m stuck with this telephone company that doesn’t give right information to its customers. If they don’t do anything about it, I’m taking this to the Consumer Affairs.

After half an hour on the phone, I asked for a supervisor. Again, I was placed on hold. Then the supervisor Tony came on the phone advising me that the rep shouldn't quote me this price and it is not accurate and they can't honor it. I asked him to stop the phones' order because I will cancel my plan with them and will go to another company. He said that's fine, but he can't cancel the phone order and I have to send them back or refuse the shipment. Also, I need to mention that when I accepted the agreement last week, I was promised to receive the contract details on my phone. It didn't happen.

When I tried to view my account online, I couldn't. And when I called T-Mobile, they said that they're experiencing difficulties on the website. Then today, they told me that they don't send any details on the phone and again it was the rep's fault. Of course, when I asked to IM Tamika so I can speak to her per her advice to me, they told me that she is not answering their message. I believe that all this was a scam to get me to accept 2 years of service with them since the phones, the discounts, the monthly plan all was quoted inaccurate after one week of the agreement, and I asked to speak to a manager and they won't transfer me either.

Two days later I called to have the 300 minutes removed because I didn't need them anymore. My new month minutes had rolled in. What I didn't know is that the representative also added those 300 minutes to the third line and removed the unlimited without letting me know. On September 1st, I went online and noticed that I didn't have unlimited on that one line, so I called, talked to a representative and set it up again and had the 300 additional minutes removed from all the lines for which I had already called to have them removed but never were. In October, I got my September bill and it's $200 (supposed to be $130).

I called today to ask why and they said that I went over my limit because by the time I added the unlimited on September 1st, I had already used some of my whenever minutes. That makes sense, but I should have never gone over my limit if their representative had not removed the unlimited from my account without my request. T-Mobile says that I requested it when I never did. I asked for a recording and they say that they never record anything (only to their advantage). They can't give me a refund even though I am sure that they do this kind of things to make more money by saying that you requested such a change on your account even if you don't. I would like to cancel my contract but I still have until March. Any advice would be much appreciated. Thank you.

I never requested the changing of the phone's first web plan of unlimited to 200MB, nor did I consent to the changing to web data plan. When I brought the matter to T-Mobile Customer Care attention within minutes of receiving notification that web plan was changed on 4/12/2012 at 3:56pm, a customer care representative stated that the web plan was still unlimited and notification was incorrect. I relied on the false statement whereas on 4/13/2012 7:53am, I received text notification indicating false overages of a 200MB plan in the amount of $30 which was done to deceive me to accumulate more false charges?

I have burden of proof, print screen shot images showing my web plan was still unlimited. Even after 2 days of receiving the changed plan, it showed unlimited web plan. If it was unlimited why was I charged $30 for a supposed overage of a 200 MB plan not requested or consented by me? I did not request, consent, nor authorize the phone first unlimited web data to be changed. When I authorized the plan be changed back to the plan changed in error, T-Mobile acting in wrongful bad faith and unfair dealing didn't change the plan until 4/30/2012 to an unlimited Blackberry, an unlimited plan I did not authorize. I experienced economic injury, grief and pain. Please analyze and compare web data use from the 2 last previous months to the April-May 2012 months. You will see a considerable difference in web activity and usage. My only request was to the Unlimited phone first web data plan so I can use the conditionally accepted Android phone with it.

I also received over 70 text messages that were not sent to me but to another person previously assigned to the number newly changed to. The matter needs to be adjusted firmly at once. For T-Mobile is attempting IX. [7.16] Effect of Duress, Economic duress To constitute duress, the acts or threats are wrongful, and wrongfulness is not limited to acts that are criminal, tortuous or in violation of a contractual duty but extends to acts wrongful in a moral sense. I have sent 2 letters regarding the contract and Sidekick 4G phone whereas the letters stated a conditional acceptance of the phone for $35 but not accepting, agreeing or consenting to any value or classic plan. T-Mobile failed to satisfy and respond within the 10 days to which the phone was forfeited for the failure to respond. Please see the attached copies of documents sent to the actual dealer and also sent to T-Mobile Corporate Office on April 16, 2012 one business day after the supposed upgrade to my existing contract on April 12 2012.

Also I did not sign to a Value or Classic rate plan in 2010. I purchased and received a Samsung Gravity Touch. I also requested the Unlimited Loyalty plan which I received without any migration fee or any fee at that. I was not notified of modified contract clauses rate plan changes in my contract of 12 to14 months within my 2-year contract and I'm not obligated to any migration fee for any unlimited web, text, and talk plan. T-Mobile failed to notify me by mail, email, text or phone of any new clauses of Classic or Value plan modified to my 2-year contract. I did not agree nor consent to any classic rate plan or value rate plan.

According to US California Contract law T-Mobile must act in good faith and notify the contracting party of any modified clauses in rates etc. An enforceable contractual modification generally requires offer, acceptance, and consideration. Scutt v. LaSalle County Board, 97 Ill.App.3d 181, 423 N.E.2d 213, 216 217, 53 Ill.Dec. 21 (3d Dist. 1981). This Classic and Value plan modification clause failed requirement of mutual assent which gives me full entitlement of receiving the unlimited plan of web, talk and text at $59.99 without migration fee for these changes and charges are material and adverse including any kind of price increase and or migration fee. By having the unlimited plan in place within 10 days of receiving this document, it will suffice the necessary requirements for modifications of rate plan to be met. Thank you.

A few key points to keep in mind: my billing cycle ended on the 6th of the month. I made this switch on the 12th and paid my bill immediately that day, expecting a prorated charge for 6 days after cancelling my service. I received a final bill for $344 two weeks later. I called several times to resolve the issue, speaking to a different person every time and when requesting to speak to a manager, getting the same response of, "We will have one call you back shortly." Sometimes they did, sometimes not; usually it was days later but if it was the same day, some 6-7 hours later, between 9-10 pm. I never received such inconsiderate customer service from T-Mobile in the entire 9 years.

Their final response concluded as such: I was under the last two months of a contract I was subject to due to an upgrade on phone models and they "were sorry they didn't inform me of this when I called to cancel." Of the $344, $200 in contract cancellation fees, $30 in taxes, and the rest was for the entire month of service, not just 6 days. My average bill was $100. This one was supposedly $114.

End result, they claimed there was nothing they could do for me after 9 years of loyal, punctual bill payment, but of course, reactivate my service with T-mobile. Right? I ultimately paid $344 for my final 6 days of service. I now have Verizon Wireless, a better service, a better phone and pay $175 for two phones, more data and a better plan. I hope this helps someone.

When I called again to complain, thinking maybe if I switched to 4G it might get better; they wanted me to pay 500 bucks for the phone and could not guarantee that it would fix the problem. I asked to talk to someone else, and I was told there was a service problem in my area and they had no idea when it will be fixed. I asked if I could get out of my contract. I could, for 200 bucks. I was given an address where I can send a letter to see if they could let me out of the contract without penalty. Are you kidding me? T-Mobile has the cheapest rates, but what good is that if you don't have service? If they don't let me out, I will drop the phone and just pay the minimum for the line until the contract is up, and switch to Verizon.

I am now in receipt of my final bill where I am being charged $400, $200 per phone as a termination fee. I find this is unacceptable since I was told by "Larry" that I was not tied to any kind of contract. Our records of our loyalty and prompt payment throughout the years should be an indication that there has never been any kind of delinquency on our part. We were told to send an e-mail to the T-Mobile Customer Service Department to dispute the charge. On September 5, 2012, we sent an e-mail and have not had any reply other than still getting a bill for the $400. I sincerely hope you can help us with this matter. Thank you.

After a while, he came out and he told me that everything will be fine. Only then and after I told him again that if the upgrade does not work, I will return the cell. He agreed with a manager authorization and we completed the sale. On Friday the 5th, me and my wife went back to the store to complete the upgrade and get my money back. On that opportunity, a guy named Ryan helped us and was very nice to us. At that time, a girl was with him named Eliana and she had knowledge of my issue and helped Ryan. After a while, he told me that the problem still is not resolved and called customer service again. After 30 minutes of waiting, he said to us that everything was resolved and that in two hours, they will be ready to assist me. Me and my wife decided to leave and come back the next day.

On Saturday the 6th, we went back to the store. This time, a guy named Eddie, a very helpful and fast associate helped us. He realized right away what the issue was and called customer service because even when we returned to the store after 24 hours, the issue wasn't resolved. After 5 to 10 minutes of waiting, he told us that everything was done right. But the issue they were having was that the store manager, **, wasn't there and without his authorization, there was no way to do the return and the upgrade to the S3 to get my refund. I didn't have any problem to go back but at that moment, I was very clear. If on Monday I wasn't ready to get the upgrade, I will return the cell because I don't want it to pay the full price. The associate told me that everything will be alright.

On Monday the 8th (today) around 3:00PM, I returned to the store again! This time this guy ** helped me. I'll put it this way because the guy does not help. He treats people like he is doing a favor to the customer. He is rude and no people skills at all. But anyway, after he called customer service again, he said that everything the other guys told me was wrong and that the issue could take another week. After I heard that, I told him that I will return the cell instead. The guy at the beginning didn't want to get the cell because I didn't had the charger with my headset. But after a while and consulting with somebody else inside the back room, he told me "I will receive the cell, but if you don't bring the charger back, I will charge the account." Of course, I didn't have any problem with that, only with his tone. But I didn't said anything because I was satisfied at some point.

At that moment I gave him my old cell to get the line back. The cell was totally out of battery that's why when he gave me the cell back to me, I couldn't turn it on to see if everything was fine. That means after I get my refund to my credit card, I took my cell from the desk and left with my wife. After I got to my house and my cell was charged again, I realized that I didn't have any contact from my sim card. At that moment I freaked out. I didn't see the guy changing the sim card and he didn't mention that to me. At that moment I started driving back to the store. I'm a contractor and I have all my company contacts on the sim card. That means a lot to me. It is very important to me.

When I arrived to the store at 8:59PM, I saw this guy ** looked at me like "What are you doing here?" But anyway, the guy I talked to who helped me was a guy named Ryan, who asked me what I needed. I told him that ** changed my sim card without telling me and he left my old contacts there and then he never gave the sim back to me. At that moment, this guy ** and in a very rude tone (again) said, "I gave that back to you. I have nothing to do for you." You can imagine how that answer gets to me; that was like an insult to me. I couldn't believe that this guy that is labeled as a store manager was telling that to me. After he said that, I told him again, "You changed the sim. You didn't tell me and you didn't copy my contacts to the new sim." He responded, "I gave the sim to your wife."

At that moment my wife was getting in to the store and guest what? He started to change the story. He told me, "I gave you the old sim and I have nothing here. I can't help you and you have to leave because we are closing." After he said that, I was so mad that I told him, "Are you ** serious?" (and I apologize to you and T-Mobile for my words, but not to that guy). You know what was the easy way to get out of the trouble? To call security, even when I wasn't violent or anything. I accept I was loud and rude, but I was totally frustrated and feeling too helpless that I couldn't say anything else. This guy just went out of the store and started to call security, like I was a criminal or something. I was just a frustrated customer that the store manager was ignoring and didn't want to help me because it was his mistake and didn't want to take responsibility on the issue.

He came back to the store and he told me that I have to leave and I will be pushed out by the security. You can see your cameras at your store; I wasn't on a violent situation at any moment and even I was with my kids and wife. At that moment, I told this guy that this issue will not end there and he started saying things like, "And what do you want to do? Call Washington corporate and tell me to leave" that he told me with a pushing position. I'm not an aggressive guy, but I can't back up on injustice like that. He lost all my important contacts (work related), didn't take any responsibility and I'm pushed out of the store? That is not right and I told him, "You will remember my name because this is far from over." In a very challenging way, he started telling me very loud, "What are you going to do? What you going to do?" like pushing me for more and all this in front of my kids and wife, and in front of more people that were in the mall.

I answered back and to be honest with you, I used bad words, but my frustration and anger was on the sky. This manager guy, even when I was leaving, went out of the store and started to yell very loud and without respect of the store or the people around. You can imagine how I was feeling. I was helpless and challenged, and treated like garbage from a disrespectful kid that T-Mobile put as a manager. This guy does not have any people skill, any sense of responsibility or customer care. This guy is a very bad representation of T-Mobile that has been our wireless company for many years. In all these years, this was the first time I feel violated. And what's even worse, when I called customer care to make a complaint and after I told the associate what my issue was, she helped me in minutes to get the info from my old sim that was in the system and copied it to my new one.

Now what's even worse, not only did the guy ** made a very serious mistake, he didn't want to help because it was time to go home? Is that a guy you want as manager? Is this the guy to be T-Mobile's face? I'm not going to leave this like this. This can't be ignored. That is not the way to treat customers. The only thing I hope from T-Mobile after all these years of being a customer is an action about this matter. I'm ready to go to the last consequence about this serious issue. Check the store cameras on Monday, October 8, 2012 between 20:50 and 21:15 to see the incident. Also check the video on the same day between 14:40 and 15:10 to verify everything I said. The guy never gave that sim card to me. Thank you very much for your help.

They then proceeded to hit my AMEX with the charge. I called AMEX who returned the charge but also commented this was one of many issues they were having with T-Mobile. Then it started, a constant barrage of auto-dialed collection phone calls to my cell, my wife's and to our home number (3 or 4/day sometimes). After explaining the situation for 4 times, I gave up answering. Then came a letter and an abusive call from a collection agency (Diversified Consultants). I could easily pay this amount and get them off my back but refuse to on principle.

Why should large companies like this bully people into paying for something when they don't live up to their side of a contract? I can understand that they must deal with a lot of scammers, but T-Mobile is so impersonable and menu driven that they can't differentiate any longer between the genuine to ingenuine. The FCC must start looking into some of these practices and protect individuals.

In addition, T-Mobile's lack of concern for my finances; this situation has caused me an extreme undue financial hardship, and extreme stress to the point that my treatment is not responding positively. In fact, T-Mobile stated in their response to the BBB, "Please note that T-Mobile takes account security in earnest." T-Mobile records confirm that Ms. ** is neither the account holder of record nor an authorized user on the account, but they still fail to refund the $614.39 that I paid on my niece's account in error. Once I realized that the amount I paid was inaccurate according to my niece, I immediately called T-Mobile back and asked them to cancel the transaction (about five minutes after I made the payment). T-Mobile provided me with a confirmation number and stated that I will see the refund in my account within 3-5 business days.

However, when I called T-Mobile a week later, customer care stated that, "Your request for a refund was disapproved." I was and still am livid! I have argued with them and explained that they cannot hold me responsible for another consumer's account, but they can't seem to conceive this. I want my refund in the amount of $614.39 plus any interest they earned on it. And I want to sue them for unfair treatment, misrepresentation, false pretenses, causing me an extreme undue financial hardship, for causing me extreme stress to my health that is interfering with my treatment, and for pain and suffering. Please, my best method of contact is via my home phone.

After so many phone calls, I received a check for $11.30 in the mail. I immediately called them to say that my deposit was $50 and not $11.30. They told me that they will refund the balance of $38.70 either by check or by returning the amount to my bank account. They even gave me a refund request # **. I told them to just refund the amount to my bank account. Crystal (the name of the customer rep) took my bank information and said that a refund will be issued within 5 to 7 business days. That was about a month ago - no check, no refund.

Today, I again called, and they said that the refund request was denied, and I inquired on what grounds. She really couldn't answer and finally said that I will be issued a refund after a year. I feel that they are just giving me the runaround and don't intend to give me that refund. I know that $38.70 is just a very small amount to a multimillion-dollar company, but it's the principle of the thing. I don't want them to keep even a cent of my money when it was they who denied my application and refused to give me service. Thank you.

Since the last six months, they started overcharging and deducted hundreds of dollars extra. It came to my knowledge only when all the money was exhausted in the debit card and they asked me to make extra payment. I approached them but they said, "first make the payment." I asked for refund of excess money they withdrew without my knowledge, since the agreement was for fixed billing, but instead, they offered new plans for the future. I have a fixed income. Mobile has exhausted my funds for other essentials. You should urgently refund all the excess deductions.

The phones have been disconnected since last week, patients are unable to contact us for emergency treatment nor we are able to contact any one on these lines. There is no response from you to my previous letter dated 9/4/12. T-Mobile should immediately: (1) refund all excess amount deducted, and (2) switch back to the plan as per contract.

What a steal by T-Mobile to write this review about them. But all US customers need to know that this is how they make money: by twisting and lying to the customer until we buy based on their sales talk and then they blame it on the system. I even asked her how many minutes have I used and she told me that she cannot give me the exact number of minutes. That was it. This Filipino proved that she was a completely ignorant, clueless, and headless chick. I will go to the store and dispute this. Why did the clerk mislead me? Never again will I deal or even use T-Mobile - they completely ripped me off. Secondly, their network is very weak. When I was in Tamarac, I didn’t even have the signal/range. I expect their manager to call me ASAP. I bought the $100 card on August 15 and today is September 28. That’s it.

I received my new phone which worked great for a few months. Then the phone started powering on & off on its own. May I add as well charging the phone even became an issue. The phone would remain on the charger forever to be taken off & be completely dead or few low percentage or even the opposite, to be taken off and show fully charged to die within 20 minutes. I mean it would shut itself off & on in the middle of conversations, texts, playing games. It didn't matter. I called in. They asked a million questions: what was downloaded, what apps consisted on the phone. etc. Finally, they agreed to send another phone.

To ensure there was nothing I had to done to make the phone act in that manner, I did nothing new, no downloads, ringtones, games, change in wallpaper nothing & within a few weeks, it started doing the same. Now I'm being told it's the battery & the battery is not considered the handset and they only cover the handset. I knew it wasn't the battery but went out and purchased not 1 but 2 new batteries. This did not resolve the issue. The phone still did not cut on. By now, I was furious so when I called back requesting another phone, I also asked if the phone was replaced with a new phone. I was told no, they don't ship any new phones out unless it's the first phone.

Okay, the phone was less than 6 months & this is the second replacement being sent. There is something definitely wrong with your merchandise. The $20 fee you charged as well. Then I was told about adding something more on my insurance. I did that, then was charged $5. Anyhow I was shipped another phone. As you can imagine, this is another issue. The phone audio does not operate when headset is plugged in. Now I was very upset when I called & asked if there is a lemon policy. I have had near 4 phones (to be honest I have lost track) within a year's time with the same issues except with the audio.

So they tell me, "yes, there is a lemon policy," but they only give you the phone that is currently being given away as free with inline deals which doesn't make sense. What happened to equal value of phone? Well, nevertheless, the same has happened again. The phone has decided to cut off again & has not come back on in just about 3 days now. When I first called, they insisted I had to make a claim ... make a claim & pay $150 for something that evidently is an ongoing issue with T-Mobile phones. When I continued to discuss this being a repeat issue, he told me he sees the account has been a long time 4-year holder and says they will send out another phone once my account is brought up to date with a $34.98 payment.

Smh, so you are going to ship me another defective phone once again. Really, T-Mobile. To top it off, I had visual voice mail since the beginning of time so the password had become a figment of my imagination. Well, that's not possible now so I called Customer Care to get password reset. Well, it was another disappointment. They can't reset the phone without the phone. Urghh, the phone is not coming on because you guys have ** phones. I can't believe this company. A few others and I are now searching to move to another company as soon as possible! I, too, have been posting my unfortunate experience just about everywhere there are discussions concerning T-Mobile and it seems this is a constant issue with the quality of their phones as well as their customer service agents.

We are the customers that you want to keep. You don't treat us like we are nobody and tell us how it is going to be. Don't tell us you're giving us courtesy credits when you are correcting a T-Mobile mistake. Taxes are to be credited too. My next problem will be handled at the call center in person with my attorney. Yes, this can be done. This way, I can't be hung up on or passed around because of representatives unable to do their jobs! Shame on T-Mobile!

After a whole day of looking this account up, and talking to the 1-800-937-8997, I get the runaround. I call your 800 number! You tell me it’s in collections, and then collections says they have no such account. Then T-Mobile says they can’t discuss my account with me. That it is in collections. Collections says corporate took the account back from collections. As I was looking around as to how to see if my money made it to T-Mobile, I saw a very tragic thing T-Mobile did to a customer.

You billed a dead man? That’s sick. He is dead! Stop the service when you see the death certificate and let the family pay only for what he had while he was living. That’s disgusting. I can’t believe you treat your customers that way. Well, as long as I have my bill paid with you, I’m done with you. I don’t want T-Mobile and I will tell people about that story of the dead man. That’s disgusting. I do not ever want T-Mobile after knowing that.

What happened to good customer service and making the customer happy? I'm a single mother and when my bill jumps to that outrageous price, it makes it difficult to pay that amount. They don't seem to care to help and just want to remind me that they have no fault in the issue. Now I'm stuck with them because it will cost $600 to end all 3 lines early and they won't fix anything on my account.

I immediately called customer care and the representative Juan, dealer ID**, was very understanding and informed me that the cancellation for each line was $200, plus the last month's bill. I was highly upset to hear about this since I was just told a few days before by an in-store representative that the cost would be less. The customer care representative told me to go back to the store who gave me this information and he would have to honor that cancellation price since it was a mistake on their end. I went back to the location yesterday and was rudely taken care of. The representative Shawn immediately told me that the representative who gave me that information didn't work there any longer, without me even giving him a name or description. He then told me he could not believe what I was saying was true until he called that specific representative and asked him about the situation.

What I don't understand is that if he no longer works there, then why would his opinion matter? Anyway I asked to speak to his manager and he refused to give me a contact number or his availability. I took a visit to the store again today and the same gentleman, Shawn, was there again and said his manager wasn't there. He claims that his manager's name is Bilal. My point is, my family and I have been T-Mobile customers for many, many years. We had to leave because we cannot afford the payments. We are aware of the cheaper plans you may offer, but those would not work for us due to the fact that we would have to pay the outright price for the phones we have.

We have never had an issue with your company and as an indirect dealer, I am proud to sell T-Mobile. But now that I see how rude the T-Mobile representatives can be and the issues we are having, it just upsets me. I have opened a case about this situation with consumer affairs as well as our local Help Me Howard and am prepared to fight this matter until something is done. I refuse to pay the $650 bill we received because we were misinformed by your representative. My parents are two older people who just wanted to save some money and ended up being charged incorrectly.

The phones were looked at the T-Mobile store for any issues. My phones would typically display no signal, no network, emergency only or network error inside my house. I have contacted your customer service department more than 30 times during the last 8 weeks about this problem from multiple phones. I still cannot call or receive calls in my home during the day. I want to cancel my contract and a refund for the last 8 weeks. The T-Mobile Exec Team is aware of the problem and have done nothing!

I immediately cancelled my daughter's line as it was suspended at the time anyway! I also made arrangements with you to cancel my line the following month (April ) on the allowed cancellation date and yet again, was assured that there were no cancellation fees involved due to the waiver! Again, as I received the bill in April, the cancellation fees were on the bill!

I called your company, talked to Sharon (on 4/11/12 at 2:45 pm) who told me that she applied the credit and also transferred me to the Customer Loyalty department who said it would take up to 72 hours for the credit to be applied! Then again, in May, I received yet another bill from you and still the credit had not been applied! I called you yet again on 5/10/12 at 10:20 a.m. and again I was told the same thing, "sorry, blah, blah, blah, we have applied the credit right now," and it will take up to 72 hours to be in the system!

I have been harassed with phone calls by you ever since, and now I have even received a letter from a credit company who I told the story to and they hung up on me! I am now prepared to turn this matter over to the consumer protection agency, the FCC, and go as far as to file charges of harassment, emotional suffering, reimbursement for emotional pain and suffering, ruining my credit (just got turned down for a job at a bank because of this), breach of contract , etc.! Please set this matter straight on your part, straighten out my credit (which you have ruined), and make me an offer for settlement! I am waiting to hear from you within the next 5 business days!

I asked to talk to her supervisor and he told me there was nothing he could do, but I should drive to the store and maybe they could give me a store credit since the misunderstanding was their fault. I asked to talk to his manager and he refused and said he thought it would make me upset (driving to a store would make me happy?). I am now waiting for a call back. They used to be a decent business. Glad I switched.

Very little advice was given. In fact the rep on the phone could barely be understood and all he could tell me to do was take the battery out and put it back in. Now, I was forced to cancel my contract and go with another carrier. I am being held accountable for the early termination fees and the cost of the original phone. They will not take calls in regards, only will respond through letters.

It was not until my advocate (Anthony **), who was listening, came on the line and argued that he was on Tmobile.com and saw that they charged additional EIP on my account. I have been in an agreement with Josh **, I only paid the amount of $112.44. I was told that I had an agreement with T-Mobile adding additional two other lines and upgrading my two other line ending in ** and **, which I have been told that my monthly included the EIP/tax totaling to $112.44/month. It was not until my advocate was on the phone with me and spoke with Melissa, who presented herself as a supervisor, and told me that I must contact the customer relations - knowing that every time when I contacted a T-Mobile representative, talked with a person and transferred to another person and being pointed to another person that I must contact, it is still unresolved and denied by T-Mobile.

I feel that because I was not born in America, but Vietnam, even though I am a US citizen, I am being treated as a lesser customer by T-Mobile. This was brought out when my advocate got on the line. The only difference is that he speaks better English than I. He was able to do what I could not do to get T-Mobile to dispute this unfair business practice of Tmobile.com. I would like Tmobile.com to treat all people, regardless of their place of birth, with the same respect as American-born people. Tmobile.com has unfair business practices. I was a customer with T-Mobile as anyone can do on any T-Mobile account and T-Mobile storewide. I did not see a disclosure that I had an agreement and I have to pay additional to be reasonably charged toward my account in the amount that I had already agreed upon the contract I had signed on the additional two lines that I added into my account on June 3, 2012 (see files).

I attempted to call Tmobile.com by phone on 8/20/2012 to dispute this charge, but it was impossible for me to reach a person to speak with. On 8/22/2012, I attempted again but within a few hours after waiting, it was unsuccessful to return my call which I was expecting. I, with my advocate (Anthony **), attempted to call again and within three (3) hours later, it took me to a live person who represented as Bert, ID#**, then transferred me to a supervisor named Melissa, who denied and told me that I must contact another 877-746-0909 customer relation, and hung up the phone on us without my dispute. I am requesting that my account be cleared of the additional charges for an EIP because T-Mobile has charged against the contract agreement on June 3, 2012. In addition, I am requesting the overpayment in the amount of $123.40 be credited back to my current account with the current numbers **, **, **, ** charge immediately.

I called around two weeks ago again just to make sure everything was okay and that my next bill would be credited and also to let them know that the app was sending text message nonstop that if they had blocked it, why was this happening. T-Mobile customer care told me, "Oh, don't worry. It's normal. That continues for 30 days after app has been blocked. After this period, it will automatically stop. There is no problem. You will get credited and everything is blocked." Okay, well I got my bill again and instead of getting credit for it, I received a $174.63 charge. Again, no credit and still a charge for the app I had told them to block. I called T-Mobile customer care again this time in Spanish.

I speak perfect English since I was born and raised in USA but thinking maybe the other 1000 times I've called they haven't understood my issue clearly, so I told them again, explained the issue again and what I have been told by them previously, I even advised them to check the call records so they know what has been said by me and them, and how many times I have been calling for this so they see I am not lying. So, they told me that the app is being used and that they are letting me know in advance next bill I will be getting charged for it again.

I asked them why I am getting charged for something I myself have been calling them for two months now to block. My phone does not have the app. I tried replying the word STOP and QUIT, even X to the text message I've been getting from this app and still it won't stop. I checked my cell on the settings where I manage the apps and I don't have it, so why am I being charged for something that first of all I don't want, don't have and never used? I told customer care besides I have been calling since day one to stop this. It was not 3 or 4 or 5 months later. I called since day 1. I told them if I don't have the app and I have been calling T-Mobile care for help and still nothing has been done, what else am I supposed to do, leave things as is and pay for something I never authorized?

I used to be a Verizon customer. They were charging me things that I wouldn't even know what they were. I would be calling them every month for an explanation about the charges until I got tired of this so I decided to change to T-Mobile thinking it was a better choice. After I changed cell companies, I heard on the news Verizon is being sued for charging customer unauthorized fees. I have been researching T-Mobile because of my issue and I see thousands of people complaining for the same problem I have. This is why I decided to contact you to see if you can do something about this matter. I don't want to have to be calling month by month by month like I used to with Verizon. My bill is high enough as it is. I can't afford to pay $10 more and even worst for something I never authorized. Please help!

I called T-Mobile and spoke to someone in Customer Service who told me they had an address on file that was not my current address. I gave this person my correct billing address. They also told me that because my bill was not paid on time, that my service was being interrupted. This has been the only way that I find when my bill was due. There are no bills and no texts. They claim that my bill can be viewed electronically. I do not want this. I need a paper bill.

I wrote to the BBB and nothing came out of this. I did this last week and T-Mobile has not sent me a bill but did turn off my service again, claiming that I have not paid my bill which also means they're going to charge me extra again to have my service turned on. Even after spending 45 minutes on the phone with them, I have not received any solution to this unfair practice. Then, if you cancel the 2-year contract, they want to charge you an arm and a leg. I'm not a rich man, just a regular guy trying to get this problem solved.

Since last six months, they started overcharging and deducted hundreds of dollars extra. It came to my knowledge only when all the money was exhausted in the debit card and they asked me to make extra payment. I approached them but they said to make payment first. I asked for refund of excess money they withdrew without my knowledge since agreement was for fixed billing. But instead, they offered new plans for the future. I have a fixed income. T-Mobile has exhausted my funds for other essentials. They should urgently refund all the excess deductions and continue fixing my monthly billing as before.

He told me that I was to return the device to his office and not to the location that the prepaid label was going to ask for. Since I was on my way to work, he was to email or text me the information so that I could send this back. This never happened. When I received the device, I called Customer Care on two separate occasions to get his information. The first call, I was told that "I had been given a free phone and not to worry about it." I knew this was not correct so I called again. Both times they were unable to give me the mailing address or phone # for Mr. **.

By the time I had received the contact information from the Better Business Bureau, it had surpassed the 7-day window for a device credit. I sent the phone to Mr. ** along with a letter explaining the circumstances and requested the credit. I also rejected the offer from him explaining that he had not given me the information necessary to return the device and that I had made every attempt to try to get the information from Customer Care. I called him and left him a message to call me to discuss the matter. He never returned my call.

The second person to respond to my complaint was Sacny **. She extended the date to the 8th of August (I had already shipped the device at this point). She left me a message indicating where I could deliver the device but did not leave her contact information. I called Customer Care to attempt to get her # to explain that the phone was already being shipped to Martin. They were unable to provide me the information even though I gave them her full name. The device was returned to their offices on the 8th along with the letter that I had attached explaining the situation.

When I received the response from the Better Business Bureau, I again rejected the offer due to the fact that they had not credited my account as promised. I have paid the regular usage charges and called Customer Care as well as Financial Services to explain that I was to receive a credit on this device and requested that they not suspend my account and to have someone call me regarding this. They informed me that even though they had received my property and a credit had not been issued, I was still responsible to pay the $653.53 for the new device or my account would be suspended. I asked for callbacks from the executive team and have not received any. As of 8/25/2012, they have suspended my service. Now I have to purchase temporary phones for my family and still do not have my original device back (which I paid $439 for). I have given them proof of delivery and everything to ensure that I held up my end of the bargain.

Since May 2012, the service has been totally horrible in every aspect. First, the phones we were promised did not arrive on time. The phones they sent us were incorrect, and then they sent two extra phones which they charged to our account and we had to pay to return back to them. After numerous calls to the loyalty dept and a lot of time invested on those calls, they finally gave us the credit to the account for the extra phones they sent and the original phone which were supposed to be free of charge. As if all the problems were not enough, the signal at my house was so bad they offered to send a booster signal for free. Even with the booster signal, our calls drop all the time and most of the time more than once on the same call. At my job, I just don't have any signal at all. I have to walk around the office when I need to place a call to get one bar if I am lucky and then for sure I will have to place the call more than once because I can guarantee you the call will drop at least once.

My husband's phone has a terrible feedback that makes it horrible to talk to him. He runs a business and every single person he talks to complaints about the feedback. We called their technical support again about all these issues. They sent my husband to a local store to get a new sim card. Guess what. Well, of course that didn't fix the problem. For my phone, they said I had to do a master reset which means losing all the setting, apps, and files on my phone. I specifically asked them about my contacts and my pictures. They said the contacts will be saved to the sim card and the pictures will be saved automatically as well. Guess what? Of course, they lied again. I lost all my pictures and videos. I called technical support again. They told me they had dropped the ball. Really? That indeed the files were lost and that what they should have done is sent an engineer to my house address and work address to verify the signal in the area. They created a service request for that, but it will take about 72 hours. Oh, I think I forgot to mention we live in Miami major metropolitan area. So, I really don't understand the coverage issue.

Tired of dealing with all their lies, the hassles, and the terrible service, I asked to be transferred to the cancellation department only to learn the same thing you have all mentioned. Yes, indeed they had the audacity to tell me that if I wanted to cancel the contract, I had to pay $200 + tax for each line on the contract, over $600. Then, I asked how come I have to pay for something you have already cancelled yourself by not providing the service I am paying you for. They are the ones who broke the contract, not me and now I have to pay them more money for that. Like I said, I think this is a total scam. They are a huge company just taking advantage of people and the worst part is nobody is doing anything about it.

I really don't know where to begin. I guess by saying that I should have read all these complaints before making a decision of renewing my contract with T-Mobile. What a huge scam this company is running. We should all proceed with a class action lawsuit. It is unacceptable what they are doing to the public. Can someone please help us? I have encountered pretty much all the same problems everybody else has complained about. To begin, our original contract with T-Mobile was signed in 2009. We used their service for about three years and service was pretty decent. In May of this year (2012), we decided to terminate it and go with Verizon because of a discount we received from my workplace. However; when my husband called to cancel the contract, they transferred him to the Loyalty Department and they convinced him to stay by offering free phones for all three lines on the account. Well, let me tell you that we had more than paid for those phones by now, between the aggravations, the time spent trying to fix their problems and the money we have lost paying for a service they are not providing.

Since May 2012, the service has been totally horrible in every aspect. First, the phones we were promised did not arrive on time. The phones they sent us were incorrect, and then they sent two extra phones which they charged to our account and we had to pay to return back to them. After numerous calls to the loyalty dept and a lot of time invested on those calls, they finally gave us the credit to the account for the extra phones they sent and the original phone which were supposed to be free of charge. As if all the problems were not enough, the signal at my house was so bad they offered to send a booster signal for free. Even with the booster signal, our calls drop all the time and most of the time more than once on the same call. At my job, I just don't have any signal at all. I have to walk around the office when I need to place a call to get one bar if I am lucky and then for sure I will have to place the call more than once because I can guarantee you the call will drop at least once.

My husband's phone has a terrible feedback that makes it horrible to talk to him. He runs a business and every single person he talks to complaints about the feedback. We called their technical support again about all these issues. They sent my husband to a local store to get a new sim card. Guess what. Well, of course that didn't fix the problem. For my phone, they said I had to do a master reset which means losing all the setting, apps, and files on my phone. I specifically asked them about my contacts and my pictures. They said the contacts will be saved to the sim card and the pictures will be saved automatically as well. Guess what? Of course, they lied again. I lost all my pictures and videos. I called technical support again. They told me they had dropped the ball. Really? That indeed the files were lost and that what they should have done is sent an engineer to my house address and work address to verify the signal in the area. They created a service request for that, but it will take about 72 hours. Oh, I think I forgot to mention we live in Miami major metropolitan area. So, I really don't understand the coverage issue.

Tired of dealing with all their lies, the hassles, and the terrible service, I asked to be transferred to the cancellation department only to learn the same thing you have all mentioned. Yes, indeed they had the audacity to tell me that if I wanted to cancel the contract, I had to pay $200 + tax for each line on the contract, over $600. Then, I asked how come I have to pay for something you have already cancelled yourself by not providing the service I am paying you for. They are the ones who broke the contract, not me and now I have to pay them more money for that. Like I said, I think this is a total scam. They are a huge company just taking advantage of people and the worst part is nobody is doing anything about it.

When I called, I was told they would do nothing about it and that I was just out of luck. They could see that I called a month before, but because the person I had spoken with had put no notes on my account, they would not remove the fees. I told them that I thought their customer service sucked and that I would do everything in my power to make sure that my family and friends never use T-Mobile again. The rep I spoke with couldn't care less.

I contacted one of the T-Mobile offices and was told I should not have been sold this service as a home internet service as it is not for this. I contacted the office where I purchased the office and was told to call the customer service number and asked for a booster. Today, I contacted the office and was told, “I am sorry, it is too bad that there is nothing we can do for you and you are stuck with a two-year contract." I asked to cancel my service due to poor services that does not meet minimum expectations and there is nothing else T-Mobile can do to improve the services. T-Mobile said it will cancel, but it will charge at least $200 in fees.

I called T-Mobile not too long after my return to find out how much my bill was and to my surprise, it was almost $300. My bill is normally about $119 on a family plan. I was really annoyed and called to complain with regard to the high bill and I was told by a "customer service rep" that I was given the wrong information and I had to pay the bill. I was really adamant about not paying the bill because I was instructed by T-Mobile employees how to go about making free calls through WiFi. I didn't assume that if I disconnected off the network and connected to WiFi, I would be able to make free calls. This was what I was told. I requested to speak with a supervisor and I explained the situation. He also informed me that I was given the wrong information. He stated that you have to be within the U.S. when disconnecting off the network and connecting to WiFi to make international calls for free.

I spoke with him for about half an hour trying to verify the information and he assured me that he's a supervisor that knows what he's talking about. I told him that all the international calls I would be making would be from my residence WiFi and he told me that was fine, I would not incur any charges utilizing WiFi. Three weeks later and I called in to hear my balance the bill was now over $500. So, again I have been duped in thinking that I was given accurate information. I spoke with Leonard. He informed me that there is no such thing as disconnecting off the network and connecting to WiFi to make international calls for free. He mentioned I could add an international plan to make calls for an additional $15. He was very sympathetic to my situation as I explained it to him and he adjusted the bill to $126 and I also added on the international plan to protect myself from fraudulent charges in the future.

About 2 weeks went by and I called in to hear my balance and the bill was back up to $500. I also forgot to mention that my BlackBerry email address wasn't working for almost 2 weeks and I was made aware after many colleagues said that I hadn't been responding to pertinent emails. T-Mobile's compensation came in the form of $2 which is hilarious considering I lost out on a deal that was thousands of dollars. Once again, I called in to complain and got a supervisor on the phone to try to figure out what exactly was going on. After about an hour, she finally explained that a manager reversed both adjustments that were on my account claiming that the charges were "valid". At this point, I was totally disgusted. I explained the whole situation once again thinking maybe she was not grasping the entire situation. I also expressed that I didn't appreciate the improper treatment I was receiving after being a loyal customer for almost 10 years.

I was annoyed at the fact that I was given the wrong information by T-Mobile employees and T-Mobile wanted to penalize me for that. She in turned stated that I was actually told by the last supervisor that I knew that there was no free calling on WiFi. So, on top of T-Mobile trying to hustle their customers out of money, they're also calling me a liar. I simply expressed to her I did not appreciate the treatment, nor did I intentionally want a phone bill of over $500 and I had many other options to be putting up with such treatment. I asked her if T-Mobile was willing to potentially let go a customer of almost 10 yrs over fraudulent bill for $500 when if they rectified the bill, they would make far more money off me?! She didn't really respond. I guess the call was being recorded that day.

I hung up the phone and went straight to a Sprint store which I'm currently on. I was not going to tolerate anyone trying to hustle or bully me into paying a bogus bill. To my surprise, a few of my closest friends that have T-Mobile as well have had the same issue so, it's apparent that this is T-Mobile's M.O. for hustling their own customers. Since BlackBerry has serious issues with RIM and T-Mobile doesn't carry the iPhone, T-Mobile new sales are dropping, they are losing current customers & poor customer service is increasing. So, it appears that T-Mobile has devised a method of fraudulent billing practices to offset what is currently going on internally. I find it to be appalling and really counterproductive. You would think T-Mobile would do everything in their power to satisfy loyal customers but apparently they think differently. Good luck with that mentality.

I'm currently in the process of convincing friends, family and colleagues to drop T-Mobile and to pick up a new carrier. I have been quite successful and it's only been a few days. With these tactics T-Mobile is currently using, they will indeed fall on their sword.

I am so tired of missing calls, not receiving text messages or dropping my call in the middle of every one I seem to make. Sometimes I can't even hear the person on the other end! And their option of a resolution? To send me the same exact phone since the other one may have been defective. Not only do I have the same problems with this phone, but when I asked to get out of the contract because they were not fulfilling their job as a service provider, they wanted the early cancellation fees. I am pissed!

Austin, Texas 78701

My thought is to sue them in a county court as they are a court of record rather than going to a small claims court. It will cost them way more than $60.00, plus I get to serve them with two sets of interrogatories, not to mention subsequent hearings when they fail to answer all of my interrogatories. Then, again, some lawyer could look into this for free (nationwide class action?).

When I called 3 months ago to end my contract, they informed me that I would also pay an early termination on my T-Mobile@home line. I have had this line for longer than 2 years and I was shocked by this statement. The rep explained when I switched to a family plan last November that it also renewed my home line. Ironically, this is a plan they no longer offer! I stated I had my paperwork from that day and nowhere on the paperwork is my home line listed. Not to mention, the sales rep that day specifically told me it would not affect my home line. The rep directed me to Contract Review, which I emailed with my information and requested to waive the early termination on the T-Mobile@home line.

I waited the listed 14 days, and still, there's no response. I gave them another 5 days then called Customer Care. They informed me that Contract Review made their decision 7 days after I sent my email and they denied my request. If I had cancelled at that point, I would have been within the billing cycle and only paid early termination. Now, since I respectfully waited the amount of time they requested, I must pay another month's usage fees and early termination!

I already switched to AT&T and got a new number, so I don't even use the phone. I am extremely frustrated, as I knew I was breaking one contract and was willing to pay for that. But I find the other contract renewal offensive and greedy as well as wrong, because I did not knowingly renew it. Not to mention, had I been given the option, I would have terminated it at the time as we rarely use our home line, if at all!

I have never had issues with T-Mobile customer service until this past year, and currently, it has cost me almost $1000 extra in the past 9 months (as well as several hours on the phone with Customer Care) as they found ways to add fees to my bills. I am done with them as a customer, but I want to warn others of the issues so they can protect their selves. I would prefer to actually talk to a human over this issue, but T-Mobile assures me they have done all they can. They have poor, poor customer service.

When I did, T-Mobile did but hit me with another two year contract for all the lines for doing so. Funny thing is that the day before, when I purchased the fifth line, I had to extend the contract for all lines then had to do that extension the very next day? Wow. Now yesterday when I checked my bill statement online, I noticed that T-Mobile did not set me up with the $5.00 a month for the fifth line as promoted, but the standard $10.00. When I called T-Mobile and spoke to Andy in the loyalty department on August 5th, he stated that was a mistake on T-Mobile's part and would be able to correct that. However, in order to do so, I need to extend my two year contract. That was when I said to myself "T-Mobile crossed the line." How is a customer to be required to extend their two year contract for all lines on your account so T-Mobile can correct their mistake? That is absurd and bad business.

I stated I did not wish to extend my contract. In response, Andy stated then the only way is to go to the place I bought my cell and have them correct it. When I went to Target, Julio, the electronics department manager, checked my account, confirmed that the order and plan was entered correctly with the $5.00 promotion, but somehow T-Mobile's system changed it to the $10.00 rate. He called T-Mobile and as a surprise, they told him the same thing they told me about having to extend my contract for two years in order to correct that. Funny thing is that even as of today, they are still promoting the $5.00 to add a line on their website.

What I could not accept is the irrational response Andy had stated saying, "Well it's only been eight days from the last time we extended your contract, at least it's better than say 90 days." My response to that was, "I don't care if it's been eight days or just one day. A customer should not have to extend their contract for all phones on your account in order for T-Mobile to correct their error." Andy replied, "I totally agree with you and understand, but that is T-Mobile's policy." So, I can bite the bullet and just extend the two year contract and accept this unacceptable policy and call it a day, or take the Samsung Galaxy S3 back to Target, get a refund and little by little pay the early termination fees on the remaining 4 lines, jump ship to another carrier and possibly take advantage of this and aim for the upcoming iPhone 5 or just the Galaxy S3 again, but now with a different carrier? Or, should T-Mobile correct the problem and correct the mistake without having to extend my contract?

I have emailed Glenn **, executive assistant to the VP; Michael Butler, Chief Marketing Officer, and John **, Customer Relations, but have not received any response or acknowledgement.

As a committed comparison shopper, I drove about a half mile up the road in Round Rock, Texas to the Sam's Club, where a very nice salesperson at the kiosk renewed my 2-year contract and upgraded me to the identical phone I saw in the T-Mobile store for over $520 less! Needless to say, hell will freeze over before I ever go back to a T-Mobile retail store to renew or purchase new phones. My advice is to go back to the customer service business model that made you the huge company that you are, because your current retail and customer practices will certainly lead to your fast demise (See the failed AT&T merger.).

Today is August 2nd and I have called the customer service to cancel my services, and the representative told me that I am not able to do that because my contract doesn't expire until June of 2013. I was in complete shock from hearing that. I told him to double check the information, because I know for a fact that I have not changed anything and that the contract was supposed to expire in July of this year, to which he told me that I have gone on the T-Mobile website in June and changed the plan myself, which is completely untrue! I did no such thing, and I have actually told the customer representatives that called in June that I do not want to change anything.

I am seriously under the impression that they changed my plan on their own to keep me signed with them, just like it happened the last time I was trying to cancel. I started asking the customer service representative to help me and speak to the supervisor, because I most certainly did not change any plans on the website, to which he put me on hold for 40 minutes and forgot to press mute, and I heard him and others laughing about my situation. When he finally picked up the phone again, I asked him if he thought it was funny, and told him that I heard it all, to which he said that he was unable to help me and that I still have another year of contract. I tried to explain the situation again, and he kept interrupting me and not letting me speak.

I am very angry with this situation. I am very disappointed in T-Mobile, and I do not want to be their customer any longer. However, they are keeping me with them forcefully. I do not have the $200 to break my contract with them, and I no longer know what to do in this case, because come June of 2013, they will change my plan again without my consent. Please help me in this situation, because I am forcefully being made a customer of T-Mobile. They are unethical and rude.

We finally had enough in January 2012 and advised T-Mobile we were canceling our service. We have detailed these issues in calls and letters to T-Mobile, both before and after we canceled our service. Despite paying the sums we owe the company for the time we had service, T-Mobile has slapped us with $604 in early termination fees, charged us for time we no longer had their service and because we refused to pay these amounts, they sent our account to an outside collection. This has resulted in this hurting our credit. In addition, we have been charged a $223.94 collection fee by T-Mobile for doing this. We have tried to work with T-Mobile. We have called, sent certified letters (which they refused to claim) and even offered a $200 settlement to resolve this issue. T-Mobile advises it will accept the full $1,119 it is charging and nothing less. In addition, we have asked for a copy of our contract, to which we have been told, "We don't have to provide that to you."

We asked for documentation of charges from T-Mobile when contacted by the collection agency they retained, West Asset Management. That breakdown did not include the $223.94 they just added on. This company has more than 30,000 closed Better Business Bureau complaints in the last three years (which doesn't include open/pending cases). It was sued and settled a class action lawsuit for its early termination fee policy, and it has made no changes in that policy. We were good customers with T-Mobile for eight years and literally paid the company thousands and thousands of dollars. We don't want something for nothing. What we want is what's right, and what is right is that we pay for the service we actually had and not some charges T-Mobile just fabricates. T-Mobile cannot breach its contract and then try to enforce that same contract against us because it's convenient.

We have offered $200 to fully settle this matter. T-Mobile, up to this time, has refused that offer. We have filed complaints with the Better Business Bureau, FCC and FTC and plan to file complaints with Attorney General in Washington, New Mexico and our home state and, ultimately, legal recourse against T-Mobile if we cannot come to an agreement concerning this matter.

I called them and told LG what the problems were and they refused to replace the phone, but I had to send it in and they could look at it between 7 to 10 business days. I am done with going back and forth with cell phones and with continually having to re-download all my apps, contacts, and so forth. I finally gave up with both companies. So I wanted to get the word out and let everyone know how wonderful LG is, and they don't want to help anyone anymore. My wife and I will never give them our services again. We are going to sell these cell phones as soon as we can get different ones. Word of advice, never buy from LG, unless anyone wants a bad product and also wants to be transferred to another agent each time they call.

Then my phone broke in Feb/March 2012. They sent me five replacements because three of five broke within three months. Two other replacements were Android phones, different than my original. Android phones resulted in my being unable to retrieve my phonebook backup which T-Mobile stored for me should a case like this ever occur. Now, reps tell me I must pay for a data web plan in order to get my phonebook downloaded to my Android phone. This in turn then allows them to extend my current end date of current contract and charge me more for a service, which also I never wanted or requested. They have been told this 100+ times since day one. I did not want that service on any of the lines linked to my account.

So, now all of a sudden my phone service is okay for one, maybe two months, then out of nowhere, my service has been changed? Again, I did not ask or request for this at all. I did not even know it had been done. No one has or supposed to have access to this account but me. T-Mobile has now allowed my 19-year old daughter to add her Android phone to my account, change services on my account, and bill me for her usage on that phone. This was my daughter's pay-by-use phone/account - unlimited talk, web, and text for $49 a month. Pay each month or you can't use it. How did it show up in my T-Mobile family plan? How am I responsible to pay for the features that was on it or used? This is extremely confusing!

Consequences: Total frustration and anger. This is not my fault or responsibility. How can they get away with doing things like this repeatedly to an account, person, or family and then threaten to still charge or get a $200 early cancellation fee per phone line? Why should I have to take so much time and contact so many people just to fix or correct a problem they created? I have to go through so many illiterate employees. Then they can just blow me off, screw me any way they want with no responsibility, accountability? I would never tolerate or support a business like this in my neighborhood or town.

We were lied to by both the woman who initiated the free 3-month data plan and the woman who claimed to have adjusted the error. Now, they disconnected our one line totally from any data plan instead of just discontinuing the free trial as we had a basic data plan already. Now my wife has nothing as of a few days ago. Consequences, it's still ongoing problems for approximately 9 months and I absolutely have no faith in T-Mobile's business ethic to ever make right the constant errors and deceit from their customer service.

July 28th, I received another text saying I owe $456.00 or so dollar. I made another call, spoke to customer service ID #**, who doesn't know what she's doing and doesn't know anything about my account. I was transferred to Heather, ID #**, who again said everything was taken care of and that she took care of everything. I got a call from Anita (animated call) saying I have past due of $456.00. I had to spend another half hour just to get everything straighten out again, so I have to talk to Joessita #**, who doesn't know what the heck is going again so I was transferred to Kathy #**. I talked to her and said she will take care of everything and this is where we are.

The amount of credit or refunds to my account is never the same. I was told three totally different amount. This issue has cost a lot of money. I was also given the wrong plan from the start even though I had asked for better. I have been totally misled by the reps/customer service and this is not acceptable. I want my money back!

I called on 5/18/2012 at 7:45 and spoke to Lee. Lee removed the $9.99 charge and told me to pay the normal charges for the telephone. I paid my normal telephone charge. When my June bill came in, the $9.99 charge was still on the bill. I called on 6/17/2012 at 4:30 and spoke to Doug. He said I would have to pay the additional $9.99 and later, T-Mobile would credit my account. I explained that this was my third call and the previous month the charge had been removed and I did not have to pay the $9.99. I sent in my payment for my normal charges and did not pay the additional $9.99.

Today, I found out that my phone service has been suspended because I did not pay the $9.99. I cannot call out except to call T-Mobile. If I am in an accident, I cannot call for help. Today, 7/28/2012 at 10:21 am, I called customer Service at 800-937-8997. I spoke to Donelle who passed me to Mandy. Mandy insisted that I must have signed up for the premium service. Mandy insisted that I had to pay the additional $9.99. Mandy said it takes 60 days to correct these problems. I emphasized that I have been calling since April. Mandy did not seem to understand that more than 60 days had passed. I am going to pay my full bill and then change service company. I would like to get my $19.98 refunded.

My phone constantly tells me I have no data connectivity and, it does not let me make calls. I have had the phone replaced three times now. When we asked why they told us they guaranteed service, they said, "Well, you are in a contract now so there is nothing you can do." We have a two-year contract that we can't even use. I have had the same phone replaced three times due to the fact they keep telling me it is the phone and not their service. I am livid. How do you advertise coverage when you don't actually have any? And how can you hold a customer to a contract for service that is basically useless for two years?

I'm considering calling the National Radio Talk Show of Clark Howard to see if he has any advice. We've continued to keep our bill paid up-to-date. Does anyone have any other idea? $200 is a fortune to our family. That's why I'm selling Mary Kay to help pay the bills. I've never been a fan of signing 2-year contracts and T-Mobile has reinforced that opinion.

They agree to send me a new, different phone but, when it arrives, it's a refurbished model. Once again, I have multiple problems - texts not being sent, unsolicited data downloads interrupting my calls, etc. As it happens, that phone was stolen just a month or so after I received it (pity the poor thief). As I had insurance, I filed a claim for a new phone and wouldn't you know it, I received another refurbished phone which, true to my experience, is no better than the last one. T-Mobile acts as if they have no control over the insurance they sell on their website and in their stores. Their stance is that Asurion Insurance can replace a lost or stolen phone with a used one if they want to. I don't remember being told that when I signed up for insurance. I want out of my contract but am told it will cost me $400 ($200 for each phone on my account).

I log onto my T-Mobile account but nowhere on the website does it tell you when your contract expires (and T-Mobile confirms that they don't put this information on the website). That omission is intentional since T-Mobile wants you to call so that they can try to talk you out of leaving their miserable company. I've also had multiple billing problems. My last one happened last winter on a cruise when I was billed for calls I made at 3:00 AM. I’m a 64 year old man so I was sound asleep at that hour, not out partying. T-Mobile refused to listen to reason and I ended up paying almost $50 for calls I never made. I think T-Mobile is hurting because they don't have iPhones and they are desperately trying to hang on to their dwindling customer base. In the process, they're treating us like fools and thieves.

I called customer care back and they said to go back to the store and I only have to pay $50.00. I did that and paid the $50.00 and even got it on my contract that says, and signed by an employee, "Refer to customer care notes on 7/13, care advised that they would do a credit $200.00 towards deposit." Signed by Deborah **. I went on my account online and they charged the $200.00. I have been on the phone for two days and they come up with every lie they can. I told them I have it in writing and on contract. They have been rude, I have been transferred over and over again and it's something new every time. I have listed the names of who I have talked to. Total of 5 hours on phone and nothing done.