T-Mobile Reviews

I bought an iPhone, which was faulty. I called to complain and they sent me another. The second was faulty also. I called again and they sent me a third phone. Same. It was faulty also. Calls drop and sometimes it will not dial, etc. I called again, asking to please send me a different phone. They said I had to call again after the 4th phone because they made a mistake and there was nothing they could do - to wait for the 4th phone and if this didn't work, they will send me a different one. Same problems with the fourth. But this time when I called, they said there is nothing they could do and it's the tower's fault (that I changed it too many times). I explained that it was not my fault, that all we want is a reliable phone because my husband is a pastor. It is very bad if you're counseling someone and you get cut off.

I have been a long-time customer of T-Mobile, utilizing its services since 2002. My dispute began as a result of a billing error that T-Mobile refused to address. For most of 2008, I used the unlimited text messaging service. I switched to the 1000 month before switching back unlimited after incurring overage charges. I spoke with a T-Mobile rep who confirmed the service change, which would reflect the following billing cycle. About two billing cycles later, I was shocked to find an excess ~$300 charged through auto pay. I checked my account online to find that the ~$300 was for text overages, and in addition, another cycle had just completed with ~$200 in overages.

In December of last year I was laid off. I had paid my bill for the month; however, I wasn't able to pay my bill later on. I had told T-Mobile and the rep that I was dealing with told me that I had 90 days to make a payment. But weeks before the 90 days was up, the company had cancelled my account. I had money on my flex account so the day before the 90 days was up, I would be able to transfer the money I had on my flex account to my bill and then I would be able to have my service turned back on. That is what the rep had told me to do. T-Mobile took the money, canceled my service and has charged me $200 for the cancellation fee.

In January 2009, I changed my T-Mobile plan to the “Get more 3000 plan”, which offered 3,000 anytime minutes and no nights or weekends. When I was looking at the plan information, I saw no information about the plan being a regional plan or that roaming charges were on the plan. Today (April 10, 2009), I logged into the T-Mobile site and saw a $500+ bill, which apparently came from roaming charges when I was on AT duty for the Navy in New York for 2 weeks. Today being April 10, 2009, while on the T-Mobile site, I also tried to look at the plan details and they were not available. This is strange because every other plan has details. Also, no other plan that I looked at showed anywhere that roaming charges apply; furthermore, all of their individual plans are listed as far as I can tell under the nationwide plans. The representative that I spoke with then tells me that they can remove 15% of the charges if I sign up for 2 more years and that if I cancel my plan, they will charge me an additional $200. This is just unsatisfactory. I also placed a complaint to the BBB about this issue.

T-Mobile promises that you may use their website and manage contacts, photos, etc., only to find out once these are placed in the site, you are not allowed to export anything to your desktop. They never disclosed this to me prior to order service, only touted how great their website is. Also, they gave me poor advice through their customer service. In the end, your info is held hostage by T-Mobile, as your information is not exportable. In addition, you have this looming early termination fee if you need to switch to a service which can fulfill your needs. I have lost days of work getting my contacts in order, delayed business transactions, and have wasted so much time on the phone with this company. The administration is totally unresponsive. I want to sue them. Please have an attorney contact me.

I went to T-Mobile store to purchase a Google phone for my son. At that time, I was never told the internet was extra. I received my bill and called, and they said there was nothing they could do but told me to sell the phone. I sold the phone and called T-Mobile and told them to take the internet off my bill because I sold it (I called 3 separate times to make sure they took the internet off my bill). I then found out that they had been charging me for internet on my daughter's phone as well. So since Nov. 2008, I was charged for 2 phones' internet service until today April 9, 2009. I had called T-Mobile several times to ask them why my bill was so high. They never told me they were charging me for the internet twice. I spent 3 hours on the phone with them and spoke with a rude manager named Kathy **. She said she could only give me a credit for 1 month. This is unacceptable. I will be leaving this company. Buyers, beware!

From the moment I opened the service, it has been nothing but problems. I opened a cell phone and home service with T-Mobile.The rate for the cell phone was 500 minutes a month and the home service was a flat rate fee of $9.99 unlimited calls. For the first 3-4 months of this time, they were cutting my phone off because they were charging my home phone for my cell phone rate plan. So I was using the home phone for over 2000 minutes and they were charging me over limit fees. After over 6 or 7 months or attempts to get them to fix this problem, they finally did. I continue to have problems including no dial tone problems with the phone not working at all for numerous days at a time and the bill is paid. As we speak, I have an out-of-order message on my home phone. I just called T-Mobile and they said something must be wrong with my internet. I never had this problem with Verizon and all I want to do is end this contract to go to a more reliable company.

I was charged $12,000 for two months’ bill by T-Mobile. They changed my plan without my consent. Please contact me at ** if you have the same problem. I am ready for the lawsuit.

I have a monthly contract with T-Mobile phone. Some time last year, I noticed my bill can be $100 or more while my bill should be $20.00. I called T-Mobile and was told I have $150 credit limit. After I finished my minutes, I will be charged in a very high rate that could be variable because they don't have fixed rate. I then demanded my credit limit to be dropped to $50.00. I was then told I don't have a say on the limit they set me on. I told them $150 is too much especially when you don't have a fixed rate. I was then told they can't help me and the staff hung the phone on me. I called back to cancel my contract by giving a month noticed. I was told I could not do that, only if I pay the bill.

I am an international student from South Korea. I came to the US in early September 2008 and I made my cell phone in a T-Mobile store on September 16, 2008. The first my phone plan was myFaves 300. In early March 09 (I can't remember exactly the time, it was perhaps the first week in March), I changed my phone plan from myFaves 300 to Individual Basic with FlexPay through online website of T-Mobile. After that, I changed again, from Individual Basic with FlexPay to Prepaid through phone service center (the phone number is 116) on March 24, 2009. They charged my Prepaid account $5 from my Flexpay account and refunded the remaining money. It worked well for a while.

I started out as a SunCom customer, which company as we all know was acquired by T-Mobile. First thing first, SunCom called me back in June or July because my bill was past due. They offered to apply my deposit to my bill because they didn't know if I would get it back once the merger was finalized. So I accepted. In August '08 or sometime around there give or take a month was the last bill I received in the mail. So I go online to the SunCom site to pay my bill and it's now T-Mobile. So I have to set up an online account to pay my bill, which is cool with me.

I have not canceled my account, and T-Mobile is charging me $200 and they are still charging me usage rates which is not in my contract. I do not have an actual phone from them because I broke it months ago. They did not offer me a longer but wanted me to pay for another phone. So I have no phone and no service, but I'm expected to pay!

I bought a cell phone, a Nokia 6133, in January 2007 from T-Mobile with 2 years contract and one-year warranty. After 11 months, it started to freeze as I go. So I called T-Mobile and spoke to Markita (T-Mobile representative) and he recommended me to get the Nokia 6263 instead of getting a phone of the same model I had, and he convinced me that this was a newer version and better phone. So I believed him and I accepted to get the 6263. I used this phone for 5 days.

I spoke to Arron because my husband was having problems with his phone. It was not keeping the charge. We had upgraded our phones on 3/09/09. We only had 14 days to exchange as explained to Arron. He asked me if I wanted another phone and I said yes but the same kind. He said that he will be there at 8:00. I went in but got nothing but attitude from TA **. He made it seem like I could not read were it said that there is a 14 days exchange on my receipt. TA ** wanted to give me the same type of phone but would not exchange for a different phone after I had just talked to Arron on the phone. No customer service at all. T-Mobile sucks.

Every time I try to call out, the signal gets weak and the bars disappear. I pay $155 every month and this happens every day.

One of our phones was lost/stolen and about $1,000 of charges to Cuba resulted beginning 7 minutes after the phone was out of my possession. After hours of talking to several representatives, including supervisors, I was informed that I am completely responsible for the charges up until the time I called to report the phone gone. I've never made a single call to Cuba in 6 years of service with T-Mobile, nor have I called internationally. They discounted the calls almost 50% but they refuse to observe that this is a matter of fraud where unauthorized calls were made on my phone. I called them as soon as I realized the phone was gone (within 48 hours) but most of the damage had already been done within a few hours of it missing.

I called T-Mobile about 3 weeks after I started my service to complain. I have weekly problems with my text messages and dropped calls, literally, every week! I asked about cancelling my service the first time I called to complain and they told me that the "buyer's remorse period" for T-Mobile was only 14 days. I thought all carriers had a 30-day buyer's remorse period?! I want to cancel service for both my phone lines with no termination fees, but they keep telling me it's not a problem with their service. Yet when I called in weekly to complain about my service, they would say, "Oh, you're right, you still have text messages left in your plan...let me add the amount of back to your balance," and then it would work again. This gets old when you have to do it weekly and wait for customer service and then you're talking on the phone and your phone just drops the call. I pay over $170/mo. for service for 2 phones!! This is too much money for the service I'm getting.

Last June I ordered a cell phone for my teenage son to take to college. In July, the service was turned off by T-Mobile. When we asked why, they said we hadn't paid our bill. We had never gotten a bill. The rep on the phone tried to blame the postal service for holding onto our mail. When I told him that I was the mail carrier for my route, he changed his story to "someone had paid our bill from a kiosk in a mall and it was credited to the wrong account." I had not been inside a mall in months. They then sent a bill, which I paid via the internet, and service was restored.

Near the end of October 2008, I made an online purchase from T-Mobile with the understanding the items could be returned for a complete refund within a specified number of days. All materials were returned within the agreed time. I called customer service on 12/5/08 after receiving a couple bills for $66.90. I had to spend almost a full hour on the phone with T-Mobile and speak with 4 or 5 different people to get everyone to come to the agreement that 1) the materials had been received back within the correct time frame, 2) I would be issued a full and complete refund and 3) my bill would be $0.00.

I bought a family plan (700 minutes) from T-Mobile through Letstalk.com on April 29th 2008. On that day, there was a promotion for waiving of activation fee ($35 x 2 = $70 for two phone lines that we got). My service was activated on May 1st but the billing cycle is still on every 27th. Now, I have the following complaints:

Some incoming calls are billed twice. For example, this is shown twice (one line after the other) and the times are summed. This has been happening since April on many calls.

The service is very bad. I missed a lot of calls from work and family. The signal dropped off and I cannot make any call inside the house or inside the building, I have to go outside. I got a lot of unexpected text and get charged for it.

Here is a letter my husband sent to consumerist.com also... It should detail it for you:

This started when I got my Sidekick a few months ago. I have warranty but no insurance on my phone. I have had problems with dropped calls and such but my biggest problem is that I can't get any pics from my friends from Alltel. T-Mobile has told me they don't know what is wrong. This phone has had these problems non-stop as per their Sidekick website. I called and complained when I first got the phone. Nothing was done; they said, "Wait it out." I waited and called again. They said it is a Sidekick problem, to wait it out and it will be fixed 4 months later. There is no fix to this phone.

I would like to file a complaint against T-Mobile. The reason is because T-Mobile is charging me over $700. I used to have T-Mobile service for only 2 to 3 months. I believe it was between August through October. I decided to cancel my service with them. All of a sudden, I received this bill of more than $700 for me to pay immediately. I started paying the amount little by little... until now; T-Mobile has sent my information to an agency. This agency sent me a bill for the same amount T-Mobile wanted me to pay. I called T-Mobile Customer Service concerning the Law of Cancellation Fees in CA. They haven't given me any explanation or reason why they sent me that high amount. T-Mobile has been putting me on hold (on line) and all they said was for me to pay that amount and that a supervisor or manager will reach me in a few hours, which it hasn't occurred YET. They don't want to give me any reason/explanation concerning the new Law of Cancellation Fees. Either they put me on hold or they end up telling me that a supervisor or manager will contact me later that day.

After deciding to switch providers because I was unable to get a signal at work, I was charged $1,000.00 to end my contract early (I have 5 lines, $200 each). I had been a customer with T-Mobile for nearly 4 years and had recently upped my plan because we needed more monthly minutes. Little did I know that making the change renewed the contract on all 5 lines. They had all previously been on different contract schedules. Most were past their contract date. As I moved each phone number to the new provider, I was charged $200 for each line I moved. This was an undue burden on my budget, but they threatened to turn me over to collection, hence damaging my excellent credit record.

I only had T-Mobile service for less than 2 months. I started, I believe, in August or September. I cancelled my service with them and now they sent me to an agency called Bureau Of Collection Recovery, Inc. # 866-364-9836. I received a letter telling me that I have to pay certain amount concerning my cancellation fees with them and the service. The amount is $692.71 but they are willing to reduce it to $519.53 if I pay in full the amount. I've been trying to talk to them about the new Law concerning Cancellation Fees but they just put me on hold or they keep transferring me from one line to another. I would really like to know what I can do in this situation. Feel free to reach me anytime at my work # or mobile #. Thank you for your time.

There was a misunderstanding about the payments to be made to T-Mobile. My daughter lost her employment and I am on retirement (very Little). We were 8 days late getting our $10.00 in (to be paid at two week intervals for a period until we paid off the charge). They, in turn, were to remove the disconnection charge of $200.00 as we have always been good clients of T-Mobile. T-Mobile went ahead and turned us in to BCR Collections at 1-866-364-9836. They have added the $200.00 back in for us to pay for cancelling the contract. They say once this is done with BCR Collection, they cannot take it back. We are paying faithfully on time now and T-Mobile is refusing to help us get straight. You would think with this economy, they would want to keep customers rather than lose them.

Billing Dispute of $232.34: I called to have payment arrangement date changed on 10/11/08 due to my bank account being closed for fraudulent charges. I called to change payment date & gave new account information. Instead of Financial Care rep telling me that payment date cannot be changed, this amount was taken on 10/17/08. I spoke to Financial Care supervisor & corporate offices. I was told that every date will be taken care of. I paid again on 10/24/08. The amount was taken again on 10/25/08. I faxed Customer Relations 4 times. The bank issued me a refund on 12/18/08. T-Mobile charged me again. Service was shut off & I had to pay $493 to have it turned back on. I have already contacted California Public Utilities Commission (no response yet back from this office; I had contact back in Nov 2008).

Without fail, every single month T-Mobile minute usage check fails during the last week of my billing cycle. For example, I get new minutes on the third of the month. If I check minute usage on the fourth, it'll show me an accurate, up-to-date total of how many minutes I've used. It usually updates within an hour to two hours. This is how I calculate my minutes versus how many days I have left. I do this all month long to see how many minutes I have left to use. However, anywhere from 10 days or less from when my cycle ends, the minute usage stops calculating up to the last hour or two and goes for a period of anywhere from 18 to 40 hours showing the last call.

T-Mobile has been a pain since I got it. I always have dropped calls, hardly any service and now there's something wrong with the towers. Everyone from Lebanon to Chambersburg with T-Mobile has been out for about 10 hours, almost 11. We were told that the problem would be fixed in a short time within 3 hours and it still isn't. I am very upset about this and it makes me really angry that I have to pay for this by the day and today counts even though I have not been able to use my phone almost all day. I have lost contact with important people that I talk to everyday. This is annoying because all of my family has T-Mobile. They are using up the house phone so I have no way to communicate with important people!

Since this morning, the cell phones are not working in the area, T-MOBILE. When you call T-Mobile, the only answer is that they will be open tomorrow morning at 6 am ET.

During our August-September 2008 billing cycle, my friend, who was on my plan, went over our 1000 minutes. I called T-Mobile to see what the cost per minute would be so she would know what she owed. I talked with Ann that day and she offered me a deal that would save me $8. Bump up my family minutes for one month only to 1500 minutes. It sounded like an okay deal. I was VERY clear with her that I did not want it to interfere with my month-by-month contract on the other 2 lines. I expressed my ANGER over having upgraded my & my husband's phones to the useless SideKicks and getting locked into a 2-year plan on those that do not expire until 12/09. She assured me that would not happen.

I called t-mobile in order to discuss a problem my phone was having. The slider stopped sliding shut all the way. The lady I spoke with told me that if there's no physical damage and has never been dropped then it will be covered by the factory defect warranty. They are now charging me over 100 dollars for the phone. I had a hard case and a soft case for the phone and never dropped. There was not one scratch on it. It's obvious that the sliding mechanism failed inside of the phone and prevented it from sliding shut all the way, which is a factory defect. I will not pay this. On top of this the phone they sent me does not work and they are telling me that my battery is broken. Which is odd because it wasn't broken when it was in my last phone. Is t-mobile trying to save itself due to the hard economical times by screwing its customers out of their warranties?