T-Mobile Reviews

Original Review: April 25, 2013

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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.