T-Mobile Reviews

I was told I have to trade in my old iPhone 6S to get the new iPhone XR, I realized later on that I did not have to do that since I am paying full price for the iPhone XR, went back to the store after 4 days to try and get my iPhone 6S back but I was told It cannot be done anymore. They told me I got credited for $54.00 - the value of my iPhone 6S according to them which I realized is their way of scamming me. According to the manager named Gogi I have to pay about $300.00 to get the same iPhone 6S. I felt very angry and dissatisfied with these bunch of T-Mobile scammers. #John Legere.

I've been a T-Mobile customer for over 14 years. We gave my older, fully paid for iPhone SE to my son as his first phone and decided to go with T-Mobile pre-paid, or pay as you go, service. It was a great deal at first, then when I refilled the account by phone, the $40 instantly disappeared in a matter of days. I called their customer service from that phone and after quite a long wait and eventual callback, was told that $20 of that payment "mysteriously" disappeared, so they put it back.

T-Mobile would not make good on phone or prepaid contract. Needed phone for emergency use only. Their phone would not connect to service. Store could do nothing to help. Waste of time and money for no service.

Nothing but problems since I joined them 3 years ago. I have one phone that’s on “jump” which is basically a phone lease. Once that lease is up, you can opt to extend payments to keep it and pay it off, or you can trade it in for a new phone. I opted to keep it and did what was necessary to extend the payments. In September I get a $400 bill. I was told they never received the documents I e-signed to extend the payments and they would call me back after they research my options. Over a week later they call me and tell I’m ineligible to extend payments and needed to pay the bill with the cost of the phone included. All they could do was split up the bill into 8 month increments of $50. I agreed.

Bill higher than expected every month. Wish I could switch to a prepaid service but if I did I would have to pay in full for my current phone at T-Mobile's inflated prices. Got current phone when previous phone would no longer charge battery. Went to the store hoping they would replace battery for small fee. Wish I had dropped my service and walked out of the store empty handed I would be better off. Bills are too high but if I end service I'll have a big bill to pay all at once. Buyer beware. Avoid T-Mobile!

Don't switch to this company. They owe me $650 after I brought 2 lines from Verizon. Since I have a past due for waiting for the rebate, they will not pay me what I'm due since my bill needs to be paid. But why won't they just give me $650 and I can pay my past due. I have been with them for a long time and now I'm looking to go to AT&T, my friend and her family switched to them with $0 down for the new IPHONE XS MAX. The lines plans are the same as T-MOBILE and they have unlimited everything. Why stay with T-MOBILE. They are not customer friendly.

At 76 years old, I am a confused person in this electronic world, so their personal approach in the salesroom was relaxing and interesting. Nice discounts and great phone. Insurance is cheap, and they gave me a case, which is good, I never buy them. What amazed me was that my call to customer service was instantly answered, and not just one time, many calls were magically answered right away. It turns out they are in Colorado Springs. I imagine just waiting for me to call lol. I think they are the next platform in the low price market, and the higher priced products will have to move up to them. This is the first time I have written a review that was not a complaint, but I do think they have achieved an ethical model at a fair price... Old school!

We had a family plan with 2 phones for almost a year, one of which was for my disabled spouse. Prior to joining the family plan, my husband was a loyal T-Mobile customer on an individual plan and had no issues with his phone. After the T-Mobile rep suggested that we set up a family plan, my husband's phone stopped working instantly. When we got home from the T-Mobile store, he was no longer able to receive calls or make outgoing calls from inside the house. Anytime he received calls from the doctor, he had to schedule them and was forced to go outside to sit in our vehicle for the duration of the call. Again, he is disabled and this was a HUGE hassle. I was also not able to reach him via phone, when he was at home by himself, because his phone did not receive incoming calls. This meant that I had NO way of contacting him in the case of an emergency, or vice-versa.

On December 3rd 2018 they ported my number from One prepaid plan to another. It's now December 12th and my number has still not been ported. Every time I call them they tell me so it's coming soon. I was lied to so many times. The customer service agent told me that the reporting should take about two hours at the most. Just the worst. They offered me one month credit for the inconvenience. I have filed a report with the Better Business Bureau. I don't know if it will do any good since this company has such bad reviews other places. Be careful.

I have been with T-Mobile for 19 years. They have not given me any rewards or bonuses for being a loyal customer. I have 3 lines with them and pay my bill every month but my bill is extremely high. When I get an upgrade on 1 of our phones there is ALWAYS some type of fees that they say would be subtracted every month, but no it is added on my bill every month. They sold my family a tablet and told us it was a TABLET ON THEM, but that was a lie. I am still being billed for that tablet EVERY month.

I wish I knew better than to have T-Mobile as my service provider, they always made me go in debt!!! I was told how much I would pay monthly when I first signed up. Little did I know that they were just telling me a lie! My monthly bill would change EVERY month, and EVERY month I would call them just for them to credit my account and guess what? I would still have to call which got annoying. It got to the point where I told them I would switch mobile providers and they ended up paying my bill. But I have since left T-Mobile now. I would not suggest this company to anyone, they are a bunch of scammers. They always have hidden fees! *** ALSO you will be on the phone with them for HOURS just to get a problem resolved and they end up hanging up on you! They are a total waste of time.

I am in the military and T-Mobile refuses to unlock my phone for deployment. Yes it is paid off! Do not waste your time or money on them. Their reps have also lied to me stating that something was free while I was secretly being charged for it for months. Very unprofessional.

I contacted T-Mobile on a Friday to make arrangements to pay off the least to purchase on two handsets. I was given two different dollar amounts, one for each handset. I made two separate payments while I had T-Mobile on the phone. I was told it would take a day or so to process the payments. On the following Monday, I contacted T-Mobile, first by chat (complete waste of time - the agent simply went away and never came back). Then I used the "Call me" option from their website.

This is a scam company. Network coverage is terrible, the network works well only in the city, if you travel a long way away, change your carrier. I switched to another telecoms operator and saved my number, so T-Mobile drove me into debt like for another month of use ($75), and not talking about it! If I knew this, then I would not have left this phone number for myself. Very expensive internet and very few gigabytes.

My husband and I had the misfortune of having T-Mobile for one year too long! Our first experience with T-Mobile was an employee that not only sold us a stolen phone but promised us a rebate for a phone that never came. When we called about the rebate, it never existed. Our paperwork was a fraud. So then we had to buy a new phone since the stolen one stopped working. We ended up paying at least 50 to 80 dollars extra a month for no reason at all and no one could give us a straight answer. Service is AWFUL! They sent us a signal tower that never worked. Always some sort of hidden fee and now that we changed serviced they told us last minute that they DO NOT prorate so we have to pay all our bill for 7 days of service. Awful customer service, shady fees and unreasonable prices. STAY CLEAR.

I signed up with T-Mobile (5 lines) around August of 2018. After realizing that the service wasn't great where I live, I ported four of my numbers to AT&T then canceled one. At that point, I expected to receive a final bill and settle everything. In late November I notice that my card was still being charged so I called them up. I was on the phone for an hour before being told that the line would be canceled and I would be refunded the almost $500.00 I was charged.

Decent price on plans not best! Metro PCS & T-Mobile same company and different prices on plans??? Don't care about loyal customers. I'm about 15 years with T-Mobile. They don't have any deal on phones for long time customers. They just care about new clients.

Left T-Mobile last summer, after being on a road trip across the country. Had horrible service throughout the trip. Got home, told T-Mobile about it. Instead of trying to resolve the issue the rep told me I need a new phone. So I take my number and switch to a different carrier, by the way I have not had a dropped call and no issues. So I pay the bill of 115.00, then I get another bill stating that I owe them another 100.00 for the phone in order for them to unlock it. So I pay that and thought I was done with them. Nope, I get another bill for less than 30.00 and haven't paid it, because it is for service which I haven't even used and so now they send the bill to collections. So now I have to pay this so I credit doesn't get screwed up. Oh yeah I called them more than once about this and got the runaround. Sad thing is I was a customer of theirs for many years.

My name is Linda, I have been a customer of T-Mobile for years. And right now, I'm furious with the company services. I was mislead by a store rep. I was told by a rep that I was eligible for a new free phone. I explained nothing is free. He stated that I was customer that have paid on time for 10 years. I accepted the purchase over a two years payments. Not! I have just been informed of some disturbing options that had nothing to do with my two years payments. T-Mobile has trained their reps to lie to get customers to pay for something they don't want. This is not acceptable. And someone, should be held accountable, for this sort of practice.

The service is the worst, customer service just as bad. I always experienced Drop calls, so I purchased a new iPhone. The drop calls continued so I desired to go with a different company but T-Mobile would not give me the code to unlock my phone before I stayed as their customer for a minimum of 60 days even knowing I owned my phone outright.

I have been with T-Mobile for two years now. In this two years I have been paying for three lines with this company. I have requested several times to have this third line removed. Each time I am given an excuse as to why this line cannot be removed. There is no data being used. No calls no texts messages no SIM card. It is not connected to any phone and yet I’ve been paying 60$ a month for two years for this line. I have paid more than 4000$ to this company and they are very rude and provide little to no help. It has been a very bad experience and a waste of a lot of money. They have no compassion for their customer and do not want to provide any help for them.

I purchased a phone on Friday. It stopped working so I went to exchange it for another one. I was told I had to pay a restocking fee of $50.00 and a warranty exchange fee of $20.00. The Store Manager Treated me as if I had stolen something and would not make an exchange, I called Customer Care back and forth for 3 days to no avail because the Store Manager had the right to accept or reject any complaints as per Customer Care and they could not override any decisions made.

Staunton VA - Service was horrible. They said service was good. Actually terrible. Promised towers would be better. I called T-Mobile customer service. Unbelievable wait times. Waited 3 hours for help. They tell me any smoke and mirrors about service getting better. Still to this day no longer better service. I switched to Sprint after this. I was frustrated. How do you pay full bill when your service wasn't working. T-Mobile scavengers. They just want your money. No matter the cost. I tried to keep my same number so I called to cancel.

They have unfair billing practices. They give misleading information and will cut off your service and say they will not do it. Once they cut it off they have you where they want you so you agree to what they want so you can get your service back on. What they want is usually not helping you at all. They make you agree to their terms under duress which is illegal. Beware. This is what happened to me: I called customer service on November 15 to set up a payment arrangement for my past due bill. Spoke to Summer. She told me that she couldn't do that until the old payment arrangement was taken out of my account. She told me that she would call me the next day when it falls out and she told me that my service will not be cut off. Jessica calls me the next day, she left a message telling me that the payment arrangement was still showing so we have to wait maybe for another day until it falls out.

When I am porting from T-Mobile to different network I had $42.50 balance in my account. When I asked for a refund they said they cannot do that and the billing support lady is sooo rude. Don't think I am saying this because they did not refunded my amount, I never had this rude customer service. I did even expected this from a reputed company.

I went to a T-Mobile store in Lloyd Center, Portland OR to establish an account with T-Mobile under the military veteran plan on Nov 9. After I established and paid for the plan, T-Mobile kept texting me reminding I have only 45 days to verify my veteran status online. I logged in numerous times at t-mo.com/military3 and went through the process and the portal kept on requesting my date of separate from the military. But there was no way I could input that info because the portal did not have a box for me to input that info.

Wright lawsuit against T-Mobile in Google search before you think to switch to them. He is my story: 11 months ago I went to T-Mobile to switch to their service from AT&T, they had the plan buy one get one free and they will pay what I have money on my phones with AT&T, they asked me to pay off my phones and they will give me the money, they told me I need to reserve 4 lines to make sure I am getting the deal and they want charge me for them, so after we paid and unlocked the phones we went back to them to switch, they said the offer is done we can't give you the same offer, when we asked why you didn't tell us that it will finish soon before they said we didn't know the company just decide to end it (which is so stupid).

I tried switching to T-Mobile after almost 20 years with Sprint. T-Mobile like the other carriers offers 0% DOWNPAYMENT on financed or leased phones. Their website states that it's offered to "well qualified customers", "awesome credit". I was certain that that would not be an issue as my credit is awesome with all 3 main credit bureaus. To My big surprise after T-Mobile ran my credit they told me that I needed $600 down payment for a $750 phone (iPhone XR). I could not believe it since my credit is great and not even getting a car loan has required me to give a down-payment and with the lowest interest (it's a car loan after all).

My friend and I visited a Metro PCS/T-Mobile store to buy two cell phones and the salesman was very rude and told us to leave the store. The salesman refused to give us a brochure because he said "she didn't understand it." She tried calling customer service to complain but they disconnected the call twice.

A saleswoman and a guy in training came in my office yesterday trying to save me money by switching from AT&T. I owe $900 on my iPhone X. She said they would mail me a check for $900 to pay it off, also finance a new iPhone XR for 24 months. Today I started reading. First thing I saw was that the max credit to pay off a phone was $650. The very next sentence said that I would be issued a check directly to pay off my phone but that I'd have a credit issued on my T-Mobile account.

I thought no one could be worse than AT&T so I switched from AT&T to T-Mobile. Before I did, I spoke with 3 different T-Mobile reps to guarantee that my brand new existing AT&T Samsung phones would work on T-Mobile - that they would do WiFi calling, and that I could continue to download contact and calendar data daily WITHOUT BUYING A NEW PHONE. Once I went through the expense of converting and porting, and after I spent 4 days and 20 hours on the phone trying to make it work, they admitted that I DID have to buy a new T-Mobile Samsung (to the tune of $900) to make everything work. Not only did I incur hundreds of dollars in T-Mobile costs and days of my time, but I had to pay hundreds MORE to go back to AT&T when they refused to honor their promises.

Beginning in early October 2018 wished to CANCEL CELL PHONE BILLING - phone has not worked for at least 2 yrs and finally wished to Cancel. First resorted to Customer Service - Philippines 4-5 times, Mexico and Canada - had requested to speak to someone in USA!! In later part of October requested Automatic Billing be deleted and found T-Mobile Outlet Store nearby to resolve cell phone not working/useable and CANCEL ACCT. before the automatic billing. The store (Nicole) was able to finally connect with someone to enable CANCEL and we gave VISA Credit Card to pay $24.13 we thought was our FINAL/CLOSING the Account.

I upgraded an Apple iPhone 8 plus based on T-Mobile trade in promotion. Although T-Mobile received my trade in and I was eligible for the credit, they called me today and made all kind of excuses not to credit the amount. I believe that their trade in promotion is just a hoax to trap the customer. I'll switch back to my previous carrier ASAP as I don't like dishonest companies.

I brought my account to T-Mobile back in April and at that time they had a promotion for buy one Galaxy s9 and get one free. I found out today that that is not true. Customer service said that I was supposed to go to tmobile.com promotion to sign up for the promotion. Why the heck would I order two phones and get new service and not sign up if I had known I was supposed to? Until I get a $700 credit I certainly do not recommend T-Mobile.

After my prepaid account was suspended due to inaccurate due date info given, I contacted TMC number and spoke with four customer rep all in the Philippines on the same day. The reps had poor attitude, and incorrect and inconsistent information about my payment due date and time. Most of all, there were lack of care, patience, and clarity in the communication.

Made the horrible decision to switch from Verizon to T-Mobile after being with Verizon for over 20 years. Thought I would save a few bucks so went ahead and made the move of 4 lines over to T-Mobile. First off, cell phone coverage a mere 5 miles from their store is non existent. Before I even got home, my phone showed "No Service". Not only there, but in the entire area I live and work in. T-Mobile said that they had towers there and I shouldn't be having that problem. Big help. They also lied about getting a "Free" iPhone XR for trading in my iPhone 6S Plus. What they don't tell you is that the free phone is locked for 3 years or until you pay them off for the phone before your $20/month credit pays it off. Horrible coverage, lied to from the start, and zero interest in helping once I became a customer. Avoid at all costs.

T-Mobile lies. I was encouraged to switch to a lower cost plan as I told them have no need for the 4th additional line that I have had for so long. They told me this will be the best plan as it is cheaper and faster speed, unlimited 4G data plans for my whole family plan (3 lines). After the switch over I realized my internet service has slow down substantially. I have more difficulty getting internet connection as well. Today I tried to make a call to Texas and I was shocked to hear the voice recording saying that my plan no longer serve that location. That I will be charge per minute if I proceed. This is outrageous lying. They are thieves!

I had been with T-Mobile for over 15 years. I called them several times. Let them know my service in my house, different areas I would lose service or no connection. They always gave me the run around. So, I switched mobile service providers. I had a bill sent to me for 414.00, when in fact I had checked with them how much I owed them so; I wouldn't get a bill later. Well I call them and of course my call went to a foreign country where English was spoken very poorly. I asked to be sent to the United States and was put on hold for 2 hours.

I switched my 4 lines from AT&T to T-Mobile. Unfortunately, I can't update software on any of the phones I brought over (they are all Android). As a result, I am unable to access my work email on my phone because it requires up-to-date software on the phone. Called T-Mobile a couple of times and they were not able to help me at all. They kept giving me generic, useless information. They eventually suggested me to talk to Samsung (my phone was Samsung Galaxy S7) and Samsung suggested to talk to T-Mobile. I am disappointed that T-Mobile did not disclose to me at the time I was switching about their inability to update software on these phones and, that they haven't tried to solve this common problem that a lot of their customers would have.

I have been a T-Mobile customer for several years. They were always requesting that I put 10 extra dollars in my account until I reached $95.00. When I asked for additional service they said that the service was over on July 2, 2018. They asked me to put additional money in and that my service would be until Jan. 2019. Shortly after that they told me my account was closed. I spent many hours on the phone trying to rectify this problem and they told me that my account was closed even though I had money in it and they were not willing to have any further discussion. Not only did they lie but they were rude after I spent many hours on the phone.

I have been a customer with T-Mobile for several years, but due to certain circumstances, decided to switch carriers (with advice from family). The process seems simple enough. You pay off your phone charges, you contact T-Mobile and cancel your account, and then you have T-Mobile unlock your phone so you can use a new SIM card with a new carrier. But how silly of me to assume it would be so easy.

I my bill and I see it was $228.41 and T-Mobile in Customer Service stated that they are attached an extra month which was not told to us at Hyattsville at P.G Plaza. In the bill did not say anything to us and we were also charged with other charges which we were not informed. We were informed by Nino the Supervisor at Customer Service that there have been numerous complaints about overcharging and overbilling and additional charges not informed of. My daughter is on the bill. It was $80 and now $228.41. Ridiculous. Nino stated that there were other locations with the same problem. What is going on. This is totally wrong.

I have been with T-Mobile for over 13 years. They continually lie to their customers. They talked me into switching to a smartphone. They upped charges to $75 or more per month. I had asked them if they had service in Cedar Rapids. They said yes. That was a Lie. There was no service there. Last Christmas the only state I had service was Ohio. I was without phone service for over a week. The final straw is they stole my voicemail messages every last one of them. They have made up numerous stories.

I purchased a prepaid contract in store. They could not and did not want to assist me with online registration. I tried to log in. "Something's not right. Sorry, due to extremely high demand, this page is not available for the moment. While we hurry to catch up, dial 611 from your T-Mobile phone. Call now! 1-844-834-7053." I have spent an hour on the phone, given my password to tech support so they can figure it out, which they could not. I tried to contact them online, but get the same message.

I have been a T-Mobile customer since their service became available in my area. Any new Customer is offered and given better deals, than are available to me. I have always had multiple lines. They have profited Thousands of dollars from me. However the great deals are always reserved for the NEW Customers!!! When I threatened to leave, their attitude was (don't get caught on the doorknob). Also the sales personnel in the retail locations have no clue as to how to tell the truth. I am at the end of my rope!!! I have 10 months left to pay on my phones. I (unlike T-Mobile) Will keep my word. I will complete my contract, before I Leave. As sure as God made earth, I am leaving!!! Beware new Customers, you too will soon be getting screwed by T-Mobile, just like me!!!

11/20/2018. On October 20, 2018 I switched from Sprint to T-Mobile. I specifically asked if they would pay off my phones? T-Mobile said yes up to 650.00 per line. I had 3 lines and owed 366.57 per line, so I was ok with that. Not once did they say it would only be a portion of what was owed and the rest would be T-Mobile credits. I submitted my final bill to T-Mobile on 11/20/2018 and received a text saying they would reimburse me for 449.71. I was expecting 1099.71.

I contacted T-Mobile customer service on 11/18/2018 regarding to add 2 more lines to my account. The rep informed to me that I need to upgrade to the T-Mobile One so I can have 6 lines for around $150 + Tax along with the current promotions like $750 credit + trade for good phone Or free cheap phones. On 11/19/2018, I called back speaking with a different rep who informed me that the price is $180. That's fine, but my 14-years loyalty discount & the Government Corporate discount will be stripped away.

I have been a LOYAL client of T-Mobile for 4 years now and have had decent customer service from them up until 11/16. I called on 11/15 and 16 to ask about deals on iPhone and was told I could get it for free when adding a line and trading in my phone. The last representative I spoke to we went through the verification, pin send, and were almost ready to have phone shipped with 0 down but decided to go in store because I wanted the phone today. Waited in store standing for almost 2 hours in pain (I have sciatic nerve damage) only to find out I would be charged a down payment.

DO YOURSELF A FAVOR. DO NOT I repeat DO NOT SWITCH FROM YOUR CARRIER TO T-MOBILE! You WILL be sorry. I have been a customer for over a year. I've had nothing but problems starting from the first day until now. Lies, deceptions, exaggerations, unfulfilled promises. And very very slow speeds. You have been warned.

The last patch from Samsung disabled Bluetooth on my S9+. I just wanted to report the bug. It took 30 minutes to get to the right level and that person could not follow simple instructions. I have 9 phones on my personal plan, you would think they would want to keep me as a customer.

I signed up with T-Mobile and wanted to take advantage of their free Netflix with service promotion. I was told since I already had an account that T-Mobile can take over my subscription and it would be a smooth transition. Fast forward FIVE MONTHS later... I've been paying for my Netflix subscription. T-Mobile said there is a problem with their communication with iTunes and could only credit me $25.00. Their customer service is terrible. Sign up with them if you are prepared to wait months of paying for Netflix before they take over payments. False advertisement - period.

I recently switched my phone service from Verizon to T-Mobile at Rochestet Hills, MI 48309 Store location. The gentleman Evan ** greeted us and within few minutes started the process after inputing necessary information. It took around 30 minutes to get all my lines switched and before I left the store all my numbers were actually ported and functional. I was thinking it would take couple hours to Port the numbers but it was just minutes.

Extremely poor service and technical skills from their first line agents to their supervisors. Waiting time over the phone... some hours! The worst part is when you finally get someone you have to repeat and repeat and repeat your story because they are unable to solve the problem and they transfer you to someone else. But each are so unprofessional. Unless you want to buy something, they don't care of you. WORST EXPERIENCE EVER. Choose another company to spend your money.

Cannot talk to a live person. I waited on hold for 2 hours without anyone answering. If you can do everything on the website you might be okay but if you have to talk to someone, forget about it. Wish I could give then 0 stars. Will look for another carrier now.

I am a FORMER T-MOBILE customer. Having recently switched to another carrier to save a lot of money each month, I have been TRYING to obtain my credit for unused service. Trying to get through to an agent (they call themselves SPECIALISTS) but are NOT! I have dealt with snarky people on the phone, and most recently in PERSON at my local T-MOBILE store. Because I was given conflicting information by phone, and by mail, I decided to visit a store to see if someone could find out EXACTLY what has transpired. After telling the agent what my issue was, he looked at me like I was BOTHERING HIM, and wasting his precious time because I wasn't buying a $900.00 phone.

They have the worst customer service that I have ever seen! Every single person I talked to gave me a different answer. I placed an order for 6 SIM cards and 4 of those lines were getting new phones and they totally screwed up the order. Order was "held up/reversed for some reason that they do not even know what it is", yet no one gave me a call. I have been transferred numerous times and no one has been able to help me. I have spend over 3 hours on the phone with them and I am nowhere closer to a resolution. Let me also fill you in on the T-Mobile scam about no contract and their carrier freedom.

So many months ago — Around June/July... I saw their limited-time “Switch from AT&T to T-Mobile” promotion. So, I decided to switch over my 4 iPhones and 1 other phone. So 5 lines in total. I was promised over $200 for every iPhone line that I switched to them. So I wait. And wait. Today I call them about what their hold up is and get this — whoever signed me up over the phone never made mention of my promotion. So that promotion is over and nor will not be honoring it because it wasn’t even mentioned in the memo of my account. Hahahah. What a scam. Keep in mind, it cost me out of pocket money just to switch during that time period from AT&T. My goodness. I feel so scammed right now. All because some low paid customer service rep was too lazy to write down the promo when my account was first opened. T-Mobile is such absolute garbage.

T-Mobile refused to unlock my phone saying they sent an email to the manufacturer Samsung for the unlock code, I spoke with Samsung on the phone, they said they are not the ones to unlock a phone, I repeatedly called T-Mobile and they kept telling me the same lie, even the team from Twitter, Mr. Legere team, they finally confirmed there was no such correspondence of email to Samsung, but that they have a special team that has communication with Samsung who will be getting the unlock. They have lied and done nothing to unlock my phone.

This is a telecommunications company that has truly lost its vision. Currently T-Mobile provides an average wait time of 15 minutes before one can reach an agent, a 30 minute hold time, and a language barrier that is obviously originating from an outsourced foreign contractor. Extremely poor product, service and technical skills from their first line agents to their supervisors. As a corporate executive, I have yet to speak with even a middle manager. This company cannot handle its merger, volume and customers. And its senior leaders and management don't care. If you are a smart consumer you would do well to spend your money elsewhere. After 15 years of service with this company, the service is appalling, and I'm redirecting my dollars elsewhere.

I came over to T-Mobile in March 2018. I went to their store on June 1st to take advantage of the Buy One Get One on the Galaxy S9s. Now initially I had bought the phones with the T-Mobile telesales department but when I called days later to check where the order was I was told it was a system error and it got stuck and never shipped. No one called me, but my money was pulled from my account for more than $900 (because even though the other phone is free you still have to put the deposit down but you get it back). So they canceled the stuck order and told me I could go in the store and pick it up same day and they would waive activation fees. I activated a new line and upgraded the other to get the promo. When I tried to test out the new line it didn't work. I was told it would be active in a couple of days, the line was listed on the contract but was put in reserve.

I have been a T-Mobile customer for almost a decade. Initially everything was good, but for the past couple of years, I have called customer service several times, but never get anyone. Once I enter my number, I am always told that there is a 30 mins to an hour wait. On several occasions I actually waited for over an hour, and no one came to the line, and eventually the phone cuts. They also give a call back options and I have done this several times and no one calls back. I have tried calling with another line, acting as if I am a new customer and I get a representative on the first call. I do not understand why they do not care about their existing customer, but eager to take a call, when they think it is a potential new customer. I am seriously considering changing my service provider.

Every time I've talked to a T-Mobile team member, I have had the absolute best customer service. People are friendly, local, and genuinely seem to care. On top of that, I haven't had to deal with a bunch of high pressure upselling and I've gotten calls from them just checking to make sure my service was working okay. People are more than willing to give you their business card and send you a text with a code so that they can be held personally accountable for the information they've given you, which I think is fantastic.

I have been trying to unlock my wife's phone with T-Mobile. Her phone has been paid off for over 6 months. She has Device Unlocked app installed on her phone. After trying to unlock the phone through WIFI or normal cell signalม I was not able to unlock the phone. I have talked to over 4 customer service representatives plus a support technician, they were not able to help me. All they said is to keep on clicking on Device Unlock until it become unlock. This is unacceptable customer service. They locked the phone. They should be able to unlock it.

This was the worst experience with the technical support department I've had for the 18 years being T-Mobile customer. Technical support representative wasn't knowledgeable and didn't help me to fix the issue which I called about. She kept me on the phone forever for nothing! The manager (Daviea, rep. ID **) was even less helpful and sounded super unprofessional. All they had to do was to transfer me to Samsung for the farther assistance which they never offered.

Customer service, won't help. Long hold. Text answer in 6 hrs. And when ask to see, if I can survey customer rep. She wouldn't give me her information at all. I wouldn't recommend T-Mobile. I would go back to ATT. ATT is the best.

T-Mobile customers service is really very bad. Giving T-Mobile 1 star I think this insult of star. T-Mobile deserves less than that or something negative. I'm with T-Mobile 14 years. I asked them to unlock my device. Ohhhh we can't do it because I owe T-Mobile devices balance $600. It's part of contract. My bills are automated every month and never missed a single bill in 14 years. Shame on you T-Mobile. Worst service.

This is my experience after 3 yrs of dealing with T-Mobile: BY FAR the WORST customer service, across all genres, of any company I've encountered. I'm astonished they are in business. LITTLE to no coverage in many areas. CANNOT solve any issues on the phone - everything is outsourced, the people who take your $ have nothing to do with the services and those people have no access to your history. NO ONE on the phone in a store can help unless you go to the store. When you go to the store - you have to WAIT FOREVER.

WORST POSSIBLE EXPERIENCE EVER!!! It does NOT matter if you prescribe to proclaim of outstanding customer services when customers follow your payment plan guides and rules ESPECIALLY when they’ve said “we’re handling it on our end. Just pay this amount..." and then they disconnect your services!!! This honor goes to Jeff, Anita, and Supervisor Robert of “Your Great Personal Team for Dallas” located in Wichita, Kansas!!! They actually told me I was lying about the payment arrangement that Jeff, himself, gave me with MONITORING it from his end!!! CHOOSE AT&T or ANY OTHER COMPANY WHO HONOR THEIR WORD CONSISTENTLY!!!

T-Mobile is pure garbage phone company. They are ripping off people every way they can. I canceled my number on the third of the month. They want to charge me for whole month instead of prorate. I even used just three days. Better pay extra 50 bucks. Go with Verizon. Do not deal with ** T-Mobile.

I switched from Verizon (big mistake) to T-Mobile in order to save some money every month. Although I am only saving $20 a month it just isn't worth all the issues I have had. It took literally 7 hours and a dozen calls to customer service to switch carriers. That's while being at the T-Mobile store. I lose calls all the time and sometimes can't even call out due to no connection to the network. When I do get a call out the person on the other end can barely hear me or we lose the call. I HATE that! It's 2018 and we can't have complete coverage and clear calls??! I will be switching back to Verizon shortly here. To me needing to make a call when I need to is the MOST important thing in case of an emergency instead of saving $20 and having to gamble on if my call will go through or not. BTW I was a T-Mobile customer for 12 years prior to switching to Verizon in which I had Verizon for 3 years and NOT ONE ISSUE with them.

T-Mobile has horrible billing practices. After being with T-Mobile for 15 years I switched to Spectrum mobile because my bill went from $80 a month to $14. Spectrum was great during the switch. T-Mobile prorated my plan when I switched my phone number for that day but also charged me another 1/2 month rate the next day when I called them to cancel my plan. They said because I switched my phone number the night before that was a prorate charge and then the next day when I called I got another prorate charge, so I paid a whole month for only 1/2 month service. BEWARE. DO NOT USE T-MOBILE. GO WITH SPECTRUM MOBILE. IT IS CHEAPER.

My personal WAR against T-Mobile starts NOW - I am herewith declaring that I’ll use extra energies and my already little available time to write to them and everywhere I can HOW AWFUL of a company they are - in the hope of making them lose even an extra potential customer!!! So long story short (to clarify) since July I am repeatedly calling the customer service to ask about the charges - asked MULTIPLE times about breaking down for me point by point my bill etc etc. No one - NO ONE of the more than 20 times I called in ever told me I had an extra line and device (phone!!) added. So I am paying for this person’s phone and bill since March and I found out last week only after I have been in person to a shop. They told me they would file a FRAUD report (none of them ever notified me about this extra line!!) and by today I should know how much money they stole from me and when I will be reimbursed.

Been a very loyal customer with T-Mobile for 18 years but now finding out it’s a big and rip-off phone company with nothing great to say besides, “stop trying to steal the people’s money and do your job honestly, diligently and with some competency.” If I have the option of selecting ZERO star, I would. Scandalous Trash-mobile, not T-Mobile.

Great phone company, Horrible follow up customer service - I have been a T-Mobile customer for over five years. I was pay as you go for four years and then this past year and some change I was a "regular" customer. I have several issues all at once that I have spent 15 to 20 hours at the store trying to resolve and about 8 hours total on the phone trying to resolve them. There is a lot to unpack here so I will start from the beginning.

All I have to say is T Mobile save me more than 75% off my other carrier. Too bad I lost what feels like 75% of the cellular network. Lost calls, drops, blind spots... terrible cellular service wherever I go.

I lost 42 voice messages due to some "known issue" with the servers that host those voicemails. I was told that they would be recovered in 72 hours but then was notified that that information was wrong and recovery was impossible. I later found out that other T-Mobile users were affected with the same problem (they lost all saved voice messages). Instead of acknowledging the problem T-Mobile decided to cover-up the issue and claim there is nothing they know of the issue and nothing they could do to recover the voicemails. What a POS company!!! ** T-Mobile! Avoid them like the plague...

I went into T-Mobile to do what I thought would be a simple exchange to then leave the shop an hour later in tears with pure fury and dismay! It was my Birthday and I had received a gift of an Apple watch from my partner. He had bought it just a few hours before giving it to me. Upon receipt I saw on the side sticker it was black so I said I'd go to T-Mobile to change it to my preferred rose gold. The first person I met in the store responded with a snooty "oh am well that will cost you $50!!" I was completely blown away, I was like... This was just bought a few hours ago. It's completely untouched, in the T-Mobile bag with receipt. Didn't matter! What kind of appalling customer service is this, to literally treat your bill paying customers in this manner, literally robbing customers. RESTOCKING FEE a few hours after buying something.

About 8 months ago and probably even more, I was having problems with my phone line. I was calling in multiple times and letting them know that I wasn't getting any services, my calls were getting dropped and my text messages were coming in late. They supposedly troubleshooted it and it was supposed to work now. Well surprise, it was still NOT working. I kept calling back and paying my phone bill every month. Finally they said to get a new phone and it was the phone, so I went in and got a new phone. Surprise! AGAIN it still was not working. I got upset and didn't pay my phone bill. They suspended my line and when I called in, they not only charged me a late fee for EACH line but refused to hear me out or try to resolve my problem.

T-Mobile is horrid. Do not do business. I have had my service for 4 days and I can't use it. I asked for a refund and was told no. So I paid for something I never received. When I asked to speak to a manager, I was hung up on. I was promised to keep my current number and that was a lie as well. I live in Oregon and they gave me a Florida number. My name doesn't even come through on caller id... therefore... T-Mobile is stealing money from people and they don't care.

I have never in my life had such a ridiculous phone company. It is one thing after another with these people. Just of recently we tried to upgrade my husband's phone but they was out of the one he wanted so they had to ship it to us. That was fine until the guy refused to listen to us and get our address correct because he was too busy trying to sell us everything else that we did not want. Well I have had to fight with T-Mobile and UPS to get this phone over the last few weeks. We went into the store today to see if we could just do it all over again since UPS sent the other phone back to them and We was still not able to upgrade his phone as apparently they have not received the other one back yet. Even tho we showed them where UPS sent it back.

I have had two different accounts with T-Mobile on two different occasions. Both times there were issues. First we were told yes we would have service in our area. The service was very spotty. The coverage area was inaccurate. We had problems getting them to "unlock" our devices after the balance was paid in full, and then found out later that our iPhones would not work on another service provider's network. Most recently I had an account for 26 days and was billed $140. Customer service is poor. When you finally do get to talk to them, someone will tell you one thing, then another representative will tell you something completely different.

First off, nationwide coverage may be stellar, but I seldom get anything but choppy signal at home (large city). For the past three months, I have had to call my "team of experts" every month to correct billing errors. They give a $10 discount for auto-pay - but more than make it up with errors. CHECK YOUR BILLS CAREFULLY MONTHLY!!!! And, I just discovered that we are paying monthly (yes, that's monthly) charges for a SIM card, screen protector and case. These three items will have cost us nearly $200 in monthly fees before they is paid off. I also (foolishly) purchased a tablet at the TMobile store that did not function as described. In addition to paying a $50 restocking fee, I discovered later that I was being charged for the associated "line" - even two months after returning it. Do not trust them to get the billing right - check it carefully every month. We will be seeking another service - as soon as we have paid off these ridiculous charges.

I've been a loyal T-Mobile customer for 5 years and haven't had any problems until recently when we switched to the military One plan under my dad. Since then, we've had nothing but problems with everything from billing to no one being able to figure out how to put us on the correct plan. Every time we call in, we are told something different and now T-Mobile blames us for issues they caused! I was told that I needed to turn in my S7 Edge under my old plan or pay for it, so I turned it in and got a new lease under my dad's plan. I was then given a credit for the S7 lease of nearly $400, but now they are charging me that $400 and threatening to take me to collections if I don't pay it.

Ok so I have been with T-Mobile for 11 years and there was never an issue, until they thought I was no longer their customer. So let me explain. After 11 years of loyalty to this company I hear they had military discounts and my husband is a veteran so we switched my account to his name to save money, so far everything seem awesome until I got a bill for over 1000 saying I owe them and I knew that was wrong. We were up to date without bill, so I went to my local store. I explained to the gentleman what happened. He call their home office and they all agreed it was a huge mistake they had made. They were charging my phone which was transferred to my husband’s account and he was making payments for it but at the same time they were charging me for it.

I've been with T-Mobile for about two years now and after going back to single line my bill was just too high. I wasn't happy with the quality of the service either, my internet was constantly cutting out and my service signal never had more than 2 bars. I've decided to switch to a prepaid service through Family Mobile (Walmart brand, powered by T-Mobile) to save.

I had changed my services to T-Mobile last year, had had nothing but issues with billing. Last month I finally brought down my bill to $155.00. I asked my supposedly assigned account manager if that was going to be my bill every month, she said yes! Since last month my daughter added a new iPhone. The equipment charge was $33.55, which adds up to $188.55. I received a text message that my recurring bill will now be $211.36. Whattt???

I was with T-Mobile for few years. Services were added to my account without informing me. I am not even sure why does this phone service exists. You cannot get service in many areas around US. They are highly over-priced looking at the low service coverage. Do not get this phone service.

I recently ordered phone service from T-Mobile through my employee promo program. I got a sales rep on the phone who was located in TX and he happily walked me through the process of what was being offered and finally explained to me. I would be paying about $500 down to process my order. If I wanted it to be overnighted I would pay about $518 and some change. I agreed to do that only to later find out it would not be sent overnight but a few days later. Then I see on my bank statement I was charged about $668 and change. I don't know where this amount comes from. I am very angry about this. I'm a reasonable person but I was not told I would have to wait for any reason for the phone. Having to wait for it is not even the biggest issue. It's the fact that I was lied to.

So here's the issue. I went into T-Mobile local office (Grand Junction Colorado) 1 year ago to purchase their services. I already had 2 phones and a tablet. I needed 4 lines and had 3 devices. I was purchasing a new Samsung but the manager at the store said I could get a second phone that I had to pay some of the bill upfront. I told him I just needed 1 phone and he said in would get the rebate of a little over 800.00, after being pushed via a hard sell, I grudgingly agreed to get the second phone. The manager then submitted my claim via the internet and was told it could be up to 2 months before I received the prepaid debit card. I waited the full 2 months and heard absolutely nothing from T-Mobile. Went back to local store and the same manager was there. He looked up my account and said something was wrong and he submitted it again (although he couldn't or wouldn't tell me what was wrong).

I made an phone order to get the promotion for buy one iPhone and get the 2nd one $700 on 9/27/2018. I completed the order; however, one of my phones was back order, so I was told that I would have to wait for a few days to get my phone. I called almost every day for a week. Then, I called after a week, then came to find out they canceled my order. I was shocked. I waited for a week for the phone, and they told me my order was canceled. I asked them why, they said because my credit card was declined. I did received an alert from my CC company to verify if I approve for the order. I approved on my end but didn't know my transaction was declined because T-Mobile never notify me.

I prepaid my account since I was going to be out of the country. We were told to send my money orders (how we usually pay)...to the store...we were in upstate Maine with no service. Since then they have cashed both money orders for a total of $900.00 and shut off my service for nonpayment. A rep. restored the lines...but another one called me and took them off. What kind of business is this? It cost us $20 to get copies of proof T-Mobile cashed my money orders and they say they can't find it.

Supposedly they pay $650 per line in termination fees and you have to port your number and trade in your current phone. I traded my brand new iPhone 8 Plus (trade in value was $331) and they applied it to new phone with T-Mobile and financed 363.99. They sent me a virtual card for $319 inch was remainder of $650 they supposedly pay. So I paid to trade my phone in this false advertisement.

Went to T-Mobile store to add a second line. Was offer two free tablets for myself and a family member.Offer sound it too good to be true. I had to ask three times to make sure that there wasn't going to be any charges. The representative assured me they were free no charges for the tablets. I fell for it. He installed the Sims cards and started to type on his store computer. When everything was finish he tells me, "Ok that will be $115 + tax."

T-Mobile will not get my business again. Service and reception is inferior to Verizon. We switched 5 lines to T-Mobile and after 45 days we had to switch back and incur lots of expenses. We went back to Verizon and have not regretted it. If you want good reception go to Verizon not T-Mobile. I have a cell spot in my office and get dropped calls. Offshore call center did not help with unlocking cell phone... 5 days and counting to unlock phone.

They charge your phone unlimited but they don't give you it. They disconnect phone calls after 4 hours of talk time and getting a refund from these people is a very hard task. Don't shop with these people.

I went into the store in Greensburg, PA (Hempfield). I was going to switch from Verizon, nobody even said hello. I stood there for 5 minutes, and another lady walked in and one of the employees told her they would be with her in a minute. Wtf.

We just switched to T-Mobile this September and it's already a big headache to us. When we went to their store in Biloxi the employee told us that they will pay our contract off and we dont need to worry about anything, we let them check our phones, everything is good (he said) and all we need to do is to send the phone, go to Carrier Freedom site, and send our last bill. He said we will get a credit card to pay our contract off. We paid almost $700 upfront and $215 for our first bill, after a couple of days the problems just started happening, from mixing our phone numbers to disconnecting our networks to changing our sim cards and everything, it was a mess! Every time there's a problem we send them msgs or call or go to their store in Biloxi.

I work as an independent contractor in tech support and customer service for a high end spa company. I have been a loyal T-Mobile customer for 4 years and have been referred T-Mobile to many others. 4 days ago I received my new Galaxy S9. Today a client fell and knocked my phone on to a concrete surface cracking the back of my phone in a spiderweb pattern. When I called about the insurance they wanted a $99 deductible to replace it and would not cover my $1000 4 day old phone under warranty. I even offered to pay for the shipping.

I was switching from Sprint to T-Mobile because supposedly it was going to be better service and cheaper. I was talking on the chat on 9/18/18 and I asked them for them to waive the SIM card as Sprint did for me. They said that they were going to make the ordered and that I had to pay for them and then they would send me to a department that could give me a credit to my first month's bill. Karissa from T-Mobile called me to finish the order. So we did, when she sent me to another department I talked to 5 different people and they did not know anything about giving credit for Sim cards. I took a picture of our chat and she again told me the same thing over the phone. I wish I could post the picture but I can't.

Mostly only 1 signal/network bar (point) will be shown on T-Mobile network. I rarely see 3 out 4 signal/network bars (points) available in and around American Fork. When spoke to one of the executive in Pleasant Grove retail office he told that T-Mobile is trying to improve signal which might not take effect for existing handsets (mobiles). This means T-Mobile don't even want to boost up their signal. I DON'T RECOMMEND T-MOBILE AT ALL.

After purchase upon returning home I experienced 1 to 0 signal strength. All their representatives lack the necessary knowledge to assist customers due to T-Mobile's pathetic policies and regulations. I added my brother to my account and it was like sealing my fate. They sent me the wrong equipment to "Boost my signal" and after 3 weeks of correcting their errors I finally received the right "Booster Box" of which boosted nothing. I finally had enough and switched to Verizon of which I deem as good service.

This review is about my experience with T-Mobile's prepaid data-only service. First, the data-only plan management is not integrated with the My T-Mobile site: it requires a login to my.t-mobile.com, then a redirect to mim.t-mobile.com, then another login. The credentials may need to be different because the first will accept a phone number and the second will not. Also, a different email is required for each account, even if old accounts are inactive; this may require the user to have many different email addresses in order to use the service.

I have been with T-Mobile for over 8 years and the longer service I have they continue to change the plan without permission and charge more and more. It first started from internet AD, it said "Special, 3 line for $120 month plus 1line add free". Called and got the service and time goes by bill change to $150 a month, and now 180 a month. Each time increase the rate, I called and their response was they do not know what had happened. But the record does not show that I had contracted as Special, "3 line for $120 month plus 1line add free" And they never offer such deal! (big lies)...

T-Mobile has lied to me. When I purchased my 2 Note 8 devices I wanted to sign up with Samsung premium care plan which is 12 dollars a month just like T-Mobile but only $99 deductible if phone breaks due to accidental damage. T-Mobile told me to get insurance from them because it's the same exact coverage and only $99 for broken phone claim. Well not to find out over a year later that it was all a freaking lie and it's actually $175. What a bunch of liars. Don't EVER trust T-Mobile -_-. We are now considering moving all our phones and services from T-Mobile due to many issues not just this one but this pretty much broke the straw. BYE BYE T-Mobile liars.

I have been with T-Mobile for over 15 year and it is a shame that in the last 15 year the service have suck more and more as the days gone by. How is it the I know more about the solving the problem then they do let start by saying I put a order for iWatch 4, got charge, got the email for the order which I find weird because they claim to send the sign email twice alongside the order confirmation and I order got the order confirmation twice and never got the sign email. Now to make matter worse they charge me or as they say put a hold of the amount 35.11 and now wants me to redo the order and recharge me the 35.11 instead of listening to me and resend the sign email to my phone number in which they can't do because the girl seem useless and not really understanding of her job.

I pre order the iPhone XS and during the process I changed the shipping address. In spite of that they shipped to old address exist in the account. My current address is in CA and the old address is in AZ. I called them on multiple times and they said I have to call UPS and ask them to ship to new address. When I called UPS, they clearly said they can’t ship to new address unless and until asked by sender. T-Mobile is not ready to own the responsibility.

Switched from Verizon to T-Mobile 2 3/4 years ago, because we didn't like being tied to a two year contract. We signed up for T-Mobile's Jump on Demand service, which lets you upgrade your phone up to three times within an 18 month period. Last year, we stood up until 3:AM to grab an early order for the iPhone X which we were told by the phone rep, we'd get on launch date. Launch day came, iPhone X arrived. All good.

Excuse my language but I am frustrated and T-Mobile is ** stupid. Don't EVER get it. I used to sell T-Mobile and I'm saying this so you know I am unbiased. I had a business line where I ordered 5 phones. For the first like 2 months it was fine. After that, it all went to **. We got our bill and somehow it was $500. We just ended up paying for it for a while because we didn't have time to go over it in detail. Finally in July we looked at the plan and found out we had been paying on 11 devices. ELEVEN! Remember I only ordered 5. So I call in over the course of 4 months trying to get these lines taken off our plan only to be lied to by multiple representatives.

If you bought a device from T-Mobile, make sure you unlock it as soon as it is eligible. Otherwise, you will have to get all the frustration coming from the unlock process. When I requested to unlock my iPhones, the process was so easy. I accidentally mentioned the reason I wanted to unlock because I want to change my carrier. It is probably the reason leading to all the problems. Within 12 hrs, I received an email with unlock reference and unlock instructions (just plug in non-T-Mobile sim card and that's it). I thought T-Mobile was so nice, but it's not. The unlock didn't work. I called back and forth like 10 times. They push responsibility to Apple, but Apple insist that they do nothing with lock/unlocking devices. It must be done from the carrier.

The broken English staff is borderline incompetent and confusing at best. The staff does not know the products nor do they know how to correct the problems. If you like spending hours on end to correct a situation you should definitely sign up with T-Mobile. Be prepared to get jerked around and have money sucked out of your wallet, because that's what they do best. I would rather slam my ** into a sliding glass door than have to talk to one of the representatives again.

I am from India. For 3-4 months I am using T-Mobile. But in the last billing cycle, I have paid $648.80. Upon investigating such an unexpected bill we found out that some days back they have stopped my international calling feature without texting or informing me. We called customer care regarding it, but they told us, "You have urged for it." As we asked for the audio transcript of our conversation but they have denied. I have never ever seen such a bad service in my life.

We were T-Mobile's customers for 14 years! That's right. 14 years. We weren't under any contract, nor were we satisfied with their customer service, we were just too busy to switch. In June of this year, we moved to Europe. We weren't under any kind of contract with T-Mobile, but we notified them a month in advance that we are leaving the country. They said, "No problem, we have to bill you in advance, because of our billing cycle, but then we will refund you."

As of this second, I have been on hold waiting for someone from T-Mobile's customer department to pick up for 2 hours and 57 minutes. I simply want to change my rate plan and pay my bill. The first time I called, I was put on hold for about 2 hours and 15 minutes and the phone disconnected. I called back and requested a manager because I did not want to be on hold for another 2 hours and I was again put on hold and now it has been 3 hours. Last month I called and selected the option to be called back in 2 hours and 45 minutes only to receive a call back and be put back on hold for another HOUR! I only want to switch my plan back.

T-Mobile intentionally blocks incoming call if using non-T-Mobile: Based on conversation with T-Mobile store clerk, T-Mobile intentionally send incoming calls to voicemail so that you can't receive calls. My experience has been it is indeed the case. A class action lawsuit should be file against T-Mobile.

I called T-Mobile customer service department to inquire about switching providers to them. I went through the whole process and told the person what phones I wanted, so she went through quickly on the prices and I was very confused and every time I had a question she would put me on hold and then come back to continue the process without answering my question. Then finally at the end with none of my questions answered she told me she would send me emails that would answer everything in detail and when I saw the emails they had no information. They were just my order confirmations. Then when I got home from work I called again to find out the specifics about my order. I found out my order was all wrong. The phones she ordered for me were not the ones I asked for and if I wanted the other phones I would have to pay more money.

Website would not allow a payment made (again) unless automatic enrollment. I didn't want automatic payments so called them (worst support EVER). They charged my card and thought I was paid up, 3 days later another charge on my account. Called them again (worst support EVER). They said they would refund the charge, next day another charge on my account. Called today (worst support EVER), demanded to speak with supervisor (same broken English - doesn't understand a single thing). Now my checking account in the last week has been charged almost $300 for a $77 a month bill. I'm certain that by Monday, another charge will be on my account and soon my checking account will be $0. I wouldn't recommend this service to anyone.

On 9/4/18 I called T-Mobile regarding a deal posted on their website for the iPhone 6S for $99 for present customers. However, upon speaking with 2 representatives one of which was in the "Customer Satisfaction Department", I was still left as an unsatisfied customer, and told that the promotion had expired and that the web department needed to remove the ad. However, the representative originally indicated that since the deal was still posted on the website with no expiration date notated, they would need to honor it.

T-Mobile is a scam. We ordered phones - took like 7 hours because the first person taking the order couldn't figure out how to put an order in. Paid for phones. Pretended to ship and they recalled them.

Had T-Mobile for a long time because I trusted them, until recently when the phone started to drop calls and text messages wouldn't send, didn't think much about it. Took it to local store, they too didn't know what caused it, so I finally upgrade a Galaxy S6 to a S9 Plus with a exchange of the S6 and I would get a $250 rebate on my next bill. At this time I also upgraded from a 2gig data to a 6gig for another $10/month.

I would give a 0/5 if I could. All I ask for is how to assess old bills which are older than 18 months online, so that I can print them right away at home without having to pay any additional charge. Since T-Mobile charges $5/each ground bills. The staff and supervisor Mark (#**) from Oklahoma Center offer no help at all, but create more mess for my current situation. Even though they still speak in nice manner, they want to remove my name from the bills, which affects my current paperwork and is extremely UNNECESSARY. It turns out that it is because T-Mobile forgot to scan my SSN 2-3 years ago when adding my name in the account. But it is T-Mobile staff's fault, why I need to suffer from that. I hope T-Mobile higher-ups can offer a better solution and represent the brand better. Other phone lines don't make it that much difficult to assess just some old bills and don't create extra crazy mess. Thanks.

I have been on hold a total of 11 hours with 21 transfers and zero customer service. The most recent I was on the phone for 3.5 hours and then it disconnected. The last person swore she would not put me on hold again then she did. I never received a phone number after paying $10 for my SIM card. They tell me it is on reserve status. Three times they put in a work ticket and I never heard back from them. It is amazing this company still exists with this amount of lousy customer service. Really, really poor service.

T-Mobile is the absolute worst! I've only had my service for one day and this experience is awful! I go to purchase my phone, the guy Theordore who works at the Carolina Pavillion location did not set up my sim card, so I couldn't make calls. He also entered my pin wrong so I had to deal with that, and not to mention I was on hold for almost 3 hours trying to get a representative only to be told my pin number was incorrect! I'm over this damn company. Do not use T-Mobile! I will be going back to boost!

21 hours in the store before we had working phones... Because the phones that we brought over were perfectly fine until the service switched and we had to spend $1,600 on 2 new phones if we wanted to talk on them... the data worked fine... (Sarcasm) Then, we walked out of the store and had "NO Service". Not one bar. Back into the store they explained that there was poor service in that area. Now, we can't make calls from our home or receive calls over wifi or through the cell network. I get voicemails after the phone never ringing or any notification of an incoming call. 1 out of 5 calls go through. 1 out of 3 - 5 text go through and I'm 5 feet from a working router and internet service!

I have had a terrible experience with the business reps and then customer service. If you have a business account with T- Mobile you are given a rep who will call and/or send emails with "special offers" of "free" products with either a low or no data fee (eg tablets.). I have even been told when I said I wouldn't use it "why not get it anyway; you can give it away as a gift". I fell for this and for the emails that have FREE IN BOLD TYPE. I even asked specifically if this would cost anything and was assured it would not.

On Friday, August 24, 2018 I decided to get T-Mobile service for the wireless phone so I called their customer service. He told me that my sim cards will be mailed to me since I did not want to wait. I ask him if I can go to the T-Mobile store and get sim cards. He told me that they will charge me $25 for sim cards and activation fee so it’s not good idea unless I wanna pay activation fee so I agreed to wait and get my sim card in the mail. When I received my sim cards I called again customer service. They told me that my account is a fraud. Now I don’t know.

I have tried 3 times, totally 3 hours, to get T-Mobile technical support to unlock my phone. During the 3rd call which took 1 hour, the manager finally admitted that T-Mobile records mistakenly listed my iPhone's IMEI # as a Verizon phone. The manager put in a ticket to "another dept" for this AND MY PHONE IS STILL LOCKED, despite the fact my phone is paid for and I have belonged to T-Mobile almost 18 months. Horrible and incompetent customer care. I must have my phone unlocked because I am moving out of the US, and this company - who locked the phone by the way - can't figure out how to do it quickly and properly. I have spent at least 3 hours and 3 phone calls AND MY PHONE IS STILL LOCKED.

Three weeks of dealing with literally dozens of reps, supervisors, and supervisors of supervisors failed to solve even simple problems. Every one gave different info, said the previously suggested fixes were impossible, and NEVER called back when they made appointments to call. Policies are bizarre -- e.g., different account passwords for online account and calling in, all of which mysteriously disappear every time they are reset and without which no one can even speak to you. Reps say go to a store and store reps say call customer service and tech support. No one solves the problems.

I will save the details of many phone calls to the support that lasted on average 1+ hour and did not help at all. I have an account in good standing, paid money, used my phone and then found that people cannot reach me. For 5 days I can make calls but cannot receive and have no data, the support answers like that: You do not have an account (!??!!); Your account encountered an unusual error, we submitted a ticket, it will be resolved in 24 hours (that passed long time ago); Just getting disconnected after an hour. I have never encountered worst customer service before. I will do my best to stay away.

I've been a T-mobile customer for several years now and I am having a worst experience so far. My office is in the middle of the city and INSIDE their network area and it doesn't give me a single network signal. I'm going to lose these guys now.

I signed up with T-Mobile 2 weeks ago. Found out someone was using my social security # on an account already. Was told it would be looked into but they could not give me a phone number to the fraud department. Made many calls but never got a callback. Finally, I'm told I have to fax my soc sec # to the fraud department so to this point nothing has been done.

When I switched to T-Mobile 2 months ago I was so impressed with everyone. Today that changed. Initially was told I’d get a $50 referral for signing up my son. Was told since I didn’t register him too bad.

On 4/7 I was offered buy you out of your contract, 4 lines at #140, Netflix, & buy one Samsung Galaxy S9 get the second one free. I was sent the wrong phone & billed for both. After an apology, receiving the right phone & returning the wrong one, I was billed for 3 phones. I spent 3 months arguing & was then told I couldn't have the rebate & buy one get one free. I settled for the buy one get one free but it's 2 months later & I'm still being billed for 2 phones. The 4 lines for $140 was also denied, I was advised the sale ended 3/31 & the sales rep was wrong. T-Mobile refused to honor the deal or to even look into it. A rep even said the sales dept will do anything for a sale, but won't honor the quoted price even though it was their error.

I signed up with T-Mobile because of these 5 star reviews which now I do not believe are legitimate AT ALL!! It took me nearly a year to finally drop T-Mobile. Anytime you call, it's an automated system and there is always a problem with talking to a person that can solve any problem. The people are ALWAYS in India and try to hide their thick accents. I finally was able to switch to my present phone service and now two months later... I get a letter saying I have a 4 cents credit. But, at the bottom it says I have a 4 cents PAST DUE bill!!! I call and call and as usual it's a part time job for anyone to talk to me and of course it's an Indian dude who can't help me because my acct is closed and my code doesnt work. TWO MONTHS LATER AND I'M STILL TAKING TIME FROM WORK TO DEAL WITH THESE PEOPLE!! I now have Verizon and I will NEVER go back. NOT EVEN THEY OFFERED TO PAY ME FOR USING MY PHONE!!

On my 3rd visit to finally start the process of leaving ATT I was confronted with previously undisclosed details which caused me to keep my ATT account with 3 cell phones. The manager claimed I had been told that one could only choose one special when in fact his salesman offered the pricing detail with the special on the phone. Had they agreed I would have saved $45 a month versus my ATT using the fact that I was a military veteran. Good deal gone sour, the $45 savings gave me new phone when I did not need them so really there was no savings. Just a slide of hand.

T-Mobile great deal till phones wouldn’t work. Customer service. Wow, answered phone right away, the 3 days I called. Only one I could really hear and understand and I’m not hard of hearing. Phones were fixed till you hung up. No stores within 100 miles. Went to store. Treated rudely. Same thing. Quit working. Doesn’t matter how fast they answer phone if they can’t fix the problem. Doesn’t matter how cheap the plan if you have 2 phones that don’t work. Funny both phones worked fine for a few weeks. This was not just a dead spot but everywhere. Offered to drive 100 miles for different phones, ha. Decided to drive 20 miles to different cell phone company. Summary - Cheap plans. Customer service stinks. No stores in most areas.

Don't ever do business with T-Mobile! I have had a business account with them. I had to switch to Verizon because T-Mobile doesn't have service in my area. So, I was disconnected from T-Mobile yesterday. Now they say it will take 72 hours to unlock my phones. So in the meantime, I have no phone service for my business! This is a BUSINESS account!

I bought a K20 that I loved. Unfortunately broke the screen. Requested a new phone. It was not working properly so I went into the store and they talked me into an upgrade. K30. First day I had the upgrade the phone did not work properly. Did not take my fingerprint properly. Made phone calls when it wanted to. I will be leaving this company because I was treated poorly because their device wasn't working properly. They gave me the run-around. Told me, "Let's put you in a new device." I don't want any new device. I want the device that I have to work. I am paying way too much money for my phone not to work.

I am being charged 4.33$ by T-Mobile's auto pay system and I don't even have T-Mobile service. I use AT&T. I tried calling customer support and the representative says he can't do anything about it. I get routed to a supervisor and she says she can file an incident report, but when I ask about getting reimbursed for the auto pay charge, the connection 'suddenly' disconnects. The supervisor explicitly asked for a callback number but I haven't received a call back after the phone call disconnected. Very horrible service from a company that I don't even use. Ironically, on the same day T-Mobile announced their "team of experts that will handle your issue from front to end."

I got a pre-paid sim card and I paid close to $70 for a month. A few days later I register on their website so I can review my options and downgraded my plan because their service was so bad. Definitely not worth the $70 per month. Their website gives me an error message that I am not authorized to access my account. I call their support and after waiting, on hold and two transfers, I get in touch with someone who barely speaks English and she assures me that she is the technical support and this is a known issue and she will open a ticket and they will fix my account in 48 hours. A few days later I get 3 text messages from T-Mobile assuring me that they fixed my account and a weird message that my pin code has been changed when I clearly did not request a pin code change.

My husband is a truck driver. With T-Mobile we are constantly dropping calls or have no signal. My husband called T-Mobile and he got a women with rap music playing loudly in the background. Needless to say he couldn't understand or hear her clearly. So he calls back and gets someone who barely speaks English. So we decided to switch carriers. He bought his iPhone from T-Mobile. So he once again called them and ask how to unlock his phone. He is being told that he has to wait for Apple that can take 72 hours and then T-Mobile will also take 24 hours. I would never recommend T-Mobile. It's not poor customer service it's no customer service whatsoever. They must hire the worst people in the world to represent their company. That should say something about the company in itself.

I went abroad for three months and I set my account to “Pay as You Go”. When I landed in New York July 28th I switched my account back to “Simply Prepaid” by paying the corresponding fee. I received a confirmation message: 7/28/2018, Free T-Mobile Msg: We made your requested change to your monthly plan effective 07/28/2018. Visit http://My.T-Mobile.com for your plan details. On August 6th, 9 days later, I got another message asking me to refill my plan again as it would expire on August 8th. I thought, this is obviously a mistake: 8/8/2018, Free TMO MSG: If you haven't already, please refill your plan to ensure continued service by visiting t-mobile.com/refill or calling 611 before 12:01 AM in tomorrow. Please disregard if you've already paid for next month's service.

When opening an account, I asked for bill credit for sim card charge for 4 phones. The total with tax $108.00. T-Mobile told me they would issue the credit and note the account. Well they didn't issue credit claiming it was not noted. When I canceled my account during the buyer's remorse period for terrible service, they tried to charge me a full month $180.00 dollars for 14 days at which time 90% of my call were to their 800 number to resolve the service problem. I explained my parent is elderly and I needed good service, my calls were not getting through to me and that is not acceptable. I didn't even have missed call messages. Well, I spent 108.00 and hours of frustration and will never consider a transfer to them again, in fact I am having my son's phones ported to my AT&T account so they can lose the business. It's not a lot of money but shame on them!!

I purchased a T-Mobile phone and plan in Rio Arriba County at their newly opened store in February 2018. I returned the phone and cancelled service after it became clear that their phone service was almost non-existent at my home location. Although T-Mobile said they were sending me a booster, it turned out to be some other device that the staff at the T-Mobile store recognized WAS NOT a booster. The service was cancelled within 3 weeks of purchase.

My cell phone with T-Mobile is the worst service that I've ever had with any cell phone network company. I purchase a v20 and a iPhone in Las Vegas Nevada last year. My v20 has been a terrible phone since day one. My daughter doesn't have any problems with her iPhone. Now we've moved back to Chattanooga Tennessee and where we live I've been having problems with my service forgetting data and call blocked on my v20. I have called several times about it. I'm a hairstylist and I use my phone to make money. I no longer can use my cell phone services at my job which stops me from taking using my cash out, receiving credit card payments from my clients and they're not able to call.

I had an account with T-Mobile till 5/28/2018. After that I switched to another carrier. On June, 11 2018 I went to the store in Cherry Ave, Long Beach to pay the T-Mobile full balance I owe. On July I received many notices to pay balance of $21.27, I tried many times over the phone to dispute this balance. I couldn't because I have no passcode, I tried to give the representative my social or any information to access my account to end this dispute.

Run away, the sales people at T-Mobile in Park Meadows Mall in Lone Tree CO will lie and cheat you out of hundreds of dollars and T-Mobile won’t help. I purchased 2 iPhones during one of their buy one get one “free” specials. According to the rep, the only requirement was to keep both lines for 3 billing cycles, and then T-Mobile would send us a gift card equal to the amount of the phone that was supposed to be free. What a great scam! Fast forward a few months, no gift card and now T-Mobile claims we were never eligible for the free phone, now they claim there was a requirement to trade in certain phones to get this deal, that was never mentioned in the tv commercial nor by the rep. Now I have no proof they said I qualified and I’m locked into an expensive contract and T-Mobile refuses to honor the free phone.

Trying to upgrade from prepaid to reg account so I can track online phone usage and have been on hold for 1:36:37. I’m outraged. These employees are bouncing me from one department to the other saying the previous department didn’t collect or change the correct information. These people are dragging ** and purposely irritating their callers. I am canceling my boyfriend and I accounts. We’re going to give ATT a shot.

I've been with T-Mobile for 13 yrs. They ask a bunch of security questions. Yesterday around 6 pm someone cancelled my account. I've called repeatedly asking to speak with a supervisor which they have all declined my request. One representative told me that her shift was ending and that she was unable to have the department that I needed to speak with call me back. Smh. Where is customer loyalty anymore. I really wish I could just keep account cancelled but I owe money on my phone that I bought last year. Now I have to wait another 2 hrs for department to open to try and get my number back.

I called to T-Mobile with two questions - how much will be cost to upgrade my phone to iPhone X and how much will be cost to buy a new phone and to add a line for my daughter. The salesperson responded that they have special promotion right now and if I upgrade my phone to iPhone X, I can get a new phone for my daughter for free, up to $700! I paid just taxes and some other fees for about $300. How I was surprised today when I find out that this phone wasn’t for free, I have to pay for it! Moreover, they don’t have any records or notes about this promotion! T-Mobile is scam!!!

I've been trying now for 6 months to get the corporate discount that was offered to me before I changed over to T-Mobile. I called a month before I switched and specifically asked the representative about my corporate discount, they looked it up and confirmed without a doubt that I was eligible for the discount. Now 6 month later, after speaking with numerous support and business representatives, that I am not eligible for the discount. I would not have signed up if this discount did not apply. Every other phone company applies this discount, I've had AT&T and Verizon and they both honor this corporate discount. Anytime you sign up with someone who makes promises, get them in writing first. It's a sales ploy that T-Mobile is using and it stinks.