T-Mobile Reviews

I did all this, called on 3-12 with the tracking #, and received a replacement phone on 3-14. All I received was a phone, no back, no battery, no instruction booklet and no charger. When I called I was informed that I should have kept all the equipment that came with the phone, and only returned the phone, minus the back, etc. And I was informed I should have returned it in the prepaid UPS envelope. First of all, there was no prepaid envelop, and was told I was informed what not to send back, believe it or not I am capable of following instruction.

I called customer service again. The fax was never entered into the system, so I faxed again, called back, and the same vanishing act had occurred. One rep I spoke with purported to email Brandy to see about the progress of the situation, but I never received a response. After that, I was greeted invariably with the same script answer that T-mobile will not provide relief for these types of calls.

Eventually I paid the bill in frustration, which was perhaps inadvisable, but I needed to cancel the account or a new billing cycle would begin, which they were planning on charging me for, despite my lack of a phone with which to place calls.

I have been told by T-mobile that they don't know how long would it take for them to fix the signal problem and until then I am hanging in air.... I am not sure how these companies get away with this kind of incompetency and bad customer service. Can someone help as I would have to pay $200 for terminating the service....

I was trying to call my husband (as we have family share plan) when I was in troublesome situation and was unable to get hold of him due to signal unavailability.

Now they have reactivated my old number and charged me. I called customer service many times to correct it but they suspended my service. I paid to get my service back and I also asked them to give my credit back for my old phone number which they reactivated without my authorization.

I took the phone to my local store and they replaced the charger but when the charge ran out it would not charge again. I went back to the T-Mobile store on the 24th of December. They could not replace the phone and could not get the phone to charge. They offered to call customer care and have a new phone sent to me but were going to charge me again for a new phone. I had to pitch a fit to get a new phone for free.

I'm currently in an email discussion with them through their website that gets more comical by the day. Each response received is from a different person and today's email from them was outrageous. There are misspelled words, grammatical errors, wrong info regarding my account, etc. Now that my new phone is under warranty there is no way it can be the phone because they don't want to discuss replacing it. When it was replaced on my dime that had to be the issue. They want me to "troubleshoot" some more. I have done all the troubleshooting I am going to do after dealing with these issues for almost a year.

T-Mobile cashed the check, and debited our checking account for the remainder of $400.00. My wife called and they apologized and said they would send a check to refund the money to us. After waiting several weeks we had not received the check, so my wife called again. The following morning T-Mobile made a direct deposit to our account. The day after, we received the check from T-Mobile.

My wife called T-Mobile and explained that they had made a direct deposit and we also received the check. She asked if they would like for us to destroy the check or return the check. They wanted the check returned. She wrote “return to sender” on the envelope and returned the check to T-Mobile.

A few days later she received a call from collections at T-Mobile saying they needed the $400.00 we owed them, and they wanted it NOW! After another lengthy conversation, she was told that she should never have been told to return the check and now the check would be returned back to us. He asked her to send them a personal check for the $400.00, and when the check was returned back to us, to deposit it in our account. She told him she would wait until the check came back before sending in the personal check.

He gave her a 2-week window in which to get this paid or it would be turned over to collection. The check from T-Mobile did come back to us, and my wife sent T-Mobile a personal check for the $400.00 in October. Once again, we thought this is finally the end.....but it was not!

In November I got another bill from T-Mobile. T-Mobile said they had not received the personal check my wife sent in October, and she had sent it to the wrong dept. He asked me to send another check. I was told there would be no way the first check could be cashed or deposited, but it would be returned to us.

However, I found T-Mobile had cashed both checks for a total of $800.00. This showed a $400.00 credit on our account. I talked to another customer service rep. who tried to tell me they could not direct deposit the credit to our account, they would simply mail us another check.

I received my bill this month and had a charge of over $200 just to replace the phone. Motorola, the manufacturer of the phone was more helpful but it took 8 phone calls to figure out what software I needed to install for the data transfer. T-Mobile now says I must make a payment plan or contact their legal department. Requests for information about the President's e-mail, address or phone number went unanswered. T-Mobile is threatening discontinuation of my phone service as well as added charges to the already charged $200.

the text messages will keep adding up and I will keep getting charged and they will do nothing about that

After seven days without phone service I cancelled my contract and was refunded my money (6 months later). Now (1 1/2 years later) I received a notice from a collection agency asking me for $47.21 for activation fees. After several attempts to contact T-mobile, the answer I got was "T-mobile cannot access third party accounts and I must deal directly with the collection agency".

The collection agency insists I owe the debt. They have reported to the credit bureau and I have a negative mark on my credit report.

Almost from the beginning, I had problems with sticking keys. I went back to TMobile and I received a replacement phone. I, in return sent the other phone back, and to my surprise was billed for $100 for damages to the phone screen????? What? TMobile said the phone was damaged and out of warranty.

I was told to fax a letter, and for the rep who sold me the phone to do the same. 3 faxes later, TMobile claims they never received any such thing. I witnessed the faxes being sent. I was then told to E-Mail the situation to them, I did 3 times and nothing as a response.

Customer care is a joke. The phone was not damaged as they state, and since then, the amount has been put on a dispute?? BUT they still charge a late fee on top of that charge, so I am stuck, and I can not cancel service due to a $600 early termination charge (3 phones).

At this time all I want is for them to cancel my contract with no penalty since they are not providing the service that I'm paying for.

After at least 20 phone calls they agreed to send out a Nokia #6103, with a display light that kept going out after 10 seconds. I again contacted them and after 2 days they sent another Nokia (my 5th phone within a 3 week period) that did exactly the same thing.

I feel I have a right to have the service that I'm paying for and if they can't provide it then let me cancel with no penalty.

I still am being charged for directory assistance calls even after reps told me that they received my doctor's note.

They are a great company, do not get me wrong, great people and a ton of minutes, the problem is - you can't use any of them because you never get a signal.

Try the 30-day return policy if you really want to try t-mobile. I'll bet my $200 cancellation fee that you will never get service and get frustrated just like me.

Upon my return I tried repeatedly to have T-Mobile resolve the problem, but they were unable to. I spent hours on the phone with them until they passed the buck saying it was a Cingular problem. Cingular rightly denies this as the device is UNLOCKED.

T-Mobile is billing me for two months (when I had no service) PLUS a $200 cancellation fee.

The service is terrible. For example: camera does not work; phone turns itself off in the middle of a call; instant message very slow or does not work; popups; and you have to keep entering your password. We have sent it back three times and are presently waiting on a replacement to send it back for the fourth time.

We asked for another phone and they said we would have to purchase another one. We do not have $400 to keep dishing out to them!

I talked to Gordon the supervisor, and basically told me that without the upc code, there is nothing that they can do. I've been a customer for 6 years, so I went back to the store, talked to the sales rep and he told me to come back the next day and speak to the manager. I drove 45 min to get there, only to find out that the manager wasn't there that day and the sales rep wasn't there either.

They rip people off and don't even try to help you out when you have been a loyal customer.

I called and they said they failed to reconnect the email on the 23rd, but would credit my bill for 10-days of no email service. That was never done so on June 12, I called to inquire. Since credit request wasn't specifically listed on the notes, T-Mobile refused to credit. I spoke to 7 Reps and finally T-Mobile offered to give me 200 minutes that must be used in 30 days.

I never go over my minutes, and when I pay my bill I PAY IN U.S. DOLLARS, NOT MINUTES!

T-mobile claims we have network coverage with one of their partners and therefore they were still providing us with phone coverage. There are very few areas we have coverage, more often than not when someone calls they hear dead air, the phone never rings and it never goes to voice mail. Incoming calls go directly to voicemail or the caller receives a message that states the number has been disconnected. We can not make any outgoing calls on the phone. We simply have no coverage.

I have spent countless hours with technical service, nothing fixes the problem. We are paying for phones we can not use and our contract is not up until October. The problem is there is no network coverage in our area from T-mobile, yet they refuse to admit this.

I work as a school principal, my children (ages 5 and 8) were in school, and my husband never uses my phone, so I called customer service to complain about the charge. They said the call was made from my phone, but couldn't tell who was actually called. My typical calls are about 3-4 minutes, so this is a highly unusual call. I did have trouble with my battery, left it home in the charger so I asked the customer service rep if the phone could have malfunctioned. He did not see how that could have happened.

All I know is I didn't use the cell phone to make a 2 hour + call when I was at work.

My bank officer and I made a conference call to T-Mobile and they said they would mail a check to me, to be received in 9 to 10 days. I said that this was totally unacceptable, as this was my business account. So the T-Mobile rep said she would immediatly wire transfer the money to my account but when I checked my account at the end of the day, the money had not been deposited as promised.

I called T-Mobile again and was told that they would mail the money, and that I would recieve it in approximately 9 days. She further indicated with a bad attitude that somehow this was all my fault.

The arrogance of T-Mobile is unbelievable, considering that they basiclly stole money from my accountand have made no effort to return it in an expediant manner.

We cancelled our T-Mobile service the day we set up Cingular service. One month later I received a bill in the amount of $463.93! They charged us each a $200 cancellation fee for violating our contract. We called and Juan said that we had signed an agreement to renew our contract with them in Nov of 2005. When we asked to view the contract for signature verification, he stated that they don't keep them.

Calls to their service reps got me nowhere. The reps can never access the computer and when I tried to email them the server was down. My online statement is incorrect and has never matched up with my printed bill. My address is wrong so I have not gotten my bill several times.

When I called for warranty service, I asked the customer rep very clearly if there was any shipping or replacement charge? Rep told me, very clearly, there would be no charge because it was in warranty.

On May 4th I received my T-mobile billing statement and saw a charge of $115.95 for the replacement phone. When I called to ask why they charged me for warranty replacement I was told the phone had water damage. I explained to them: “This was the replacement phone you sent me - it was not working when I received it and that’s why I called you within few days to ask for the second replacement. How could you accuse me of damage the phone?”

The rep. told me that was determined by their technician and was a valid charge. The supervisor told me that as soon as you agree to a warranty service it implies that you agree to all the terms and conditions for warranty.

I told the supervisor I refused to buy this replacement phone. He said that was ok, but when he transferred me to customer service to get the RMA number I was told the 14-day refund policy had expired, so no refund.

I contacted customer service and was told that no credits would be issued and that only my plan was changed. I explained everything that I had been told, including the fact that the bill was to be backdated to March. The new rep, Greg, said that the billing cycle was backdated to March. ??? What difference does that make, then? I asked. He admitted that this did not seem to make sense. I was then transferred to a customer service supervisor, Anna. (No one seems to give last names.) After reviewing the situation with her, she basically called me a liar- saying that what I said did not match up with her notes.

After going through the fact that I had this account for longer than 7 years and had never paid it late (which she admitted was correct) she said that they don't give credits to customers just because they have been customers for a long time. I asked what she would be willing to do for me. She said nothing- they only give credits for errors or inconvenience. She did not agree with me that I fell into this category. After her insinuating several more times that I was lying finally said that I was going to go with another carrier. She said that they would be sorry to lose me as a customer and that I would be charged the early termination fees. Assuming that I would be a customer for another 7 years, and assuming that I would have paid $115 (my new average bill), they were very willing to let a $9,660 customer walk out without attempting any resolution. A shame, but I would rather deal with a company that thinks I am an honest customer, and wish I had changed sooner.

In Jan. of 06 I contacted customer service to discuss short time coverage in Canada. It was explaned to me that I could pull one of my lines out of the family plan and into a "special" 3000 minute plan which would give me the need coverage. I was also told when I no longer need this coverage I could switch that line back to my family plan.

After doing just as I was advised I am now being billed for roaming charges and they also are billing me for early termination on the 3000 plan since I switched back to the family plan.

I run a delivery business and need this phone to contact my clients. The T-Mobile rep asked if my service is good at my home. I said "yes", but this is a MOBILE phone! I just can't use it at home all the time.

T-Mobile wants to charge me a $200 early termination fee and are threatening to send it to a collection agency.

How many times does T-Mobile get money off of others even when they ADMIT it was their fault?

We took the phones back after 12 days and recieved a bill for $31.05 that I disputed this bill. The reply, by email, was an apology for lack of response due to holiday volume, plus another bill,and 2 to 4 automated phone calls a day.

When I did actually reach a person, I was told the "free"only applied if I kept the phone!

Maria should write to her Congressional representative. It's Congress that decided to prohibit state regulation of cell phone service.

How does T-Mobile get away with this? Simple. Their programmers design the web sites so that, when a customer logs off, the payment "option" is set to make automatic payments from the same checking account a "one-time" payment was made with. Clever, don't you think? Doesn't this just make you want to sign up with T-Mobile for a year at least? Do it and you will be trapped - that's a promise.

The customer service representative read me the company line about how much T-Mobile was spending in shipping costs for returned phone and how THEY had to lower their costs. Surely, I can understand that, she says. I'm amazed that the T-Mobile representative could think me so stupid as to agree with that warped logic. T-Mobile should be responsible for ALL costs associated with the poor quality of the phones their customers pay for with their contract. Yes, I know that T-Mobile doesn't manufacture the phone (Samsung), but neither do I! T-Mobile made the contract with Samsung and should not charge their customers a penny to replace it.

The lady rep explain to me that because the account was turned over to a collection agency, she would not send it to me. I explained the account #351462954 was closed after the account expired which was suppose to have been May 15,2005. T-Mobile had continued the service beyond that expiring mark, without authorization.The representative had set up a payment plan from the total owed. It was paid on time to it's full amount.

I told them I would mail them another copy. They said it wouldn't work because they needed the original bar code (the one that I mailed 10 weeks ago). The photocopy of all the forms I submitted will not help on processing my rebates.

I have called countless people each month, and every time, I have been informed that the incident would not repeat itself. Whenever I ask for the person who helped me with the problem last month, I am told they no longer work for the company.

This evening, I was on the telephone with Latesha and yes, I was quite upset. I asked to speak with a supervisor, and when she refused, I asked for a telephone number to lodge a complaint about the company, she again refused.

Finally, I asked for an early termination of my contract and they refused to waive the $200 fee as their map shows good coverage in those areas. I did advise them that their coverage map needed to be revised as I was on the ground and was a first-hand victim of poor network service. I am so frustrated now that I have no choice but to resort to legal means. Granted I can pay the $200 per phone termination fee, but I am wanting to fight it as it is more about principles than money.

However my rate plan had bever been updated. On February 15, I contacted customer service, by dialing 611 on my handset, regarding this matter. I spoke with a supervisor, Steven, who assured me that his supervisor, DeCarlo would return my call within twenty-four hours. As of 12:30pm on February 18, 2006, I have not received any calls or messages from DeCarlo .

Today (2/18/06) I dialed 611 again regarding this matter, and spoke with Anthony who was unable to help me and referred me to Customer Relations, where I could take up the matter in writing. As a side note, T-Mobile assures me that I can acquire the Free Weeknights feature by paying an extra $4.99 per month. This strikes me as another opportunity for T-Mobile to take advantage of existing customers.

This is not true. I was never told any of this, nor agreed to any of this. When I called, they said they had determined that I had broken the phone which is not true. They would not even consider that I had never dropped or damaged the phone, so I told them to cancel my service and they said they would ruin my credit, or something to that effect. I asked them if it was worth losing a one year customer for a phone that I DID NOT DAMAGE and they would not budge..

I asked how liquid could get into my purse and the customer service rep said "well it could be moisture of any kind." I asked her how is that my fault? She said that "liquid damage was not covered in the policy." I hate that I was not warned that this might happen. Is T-mobile so hard up for money that they resort to "liquid damage" that is just about impossible, to recoup money?

They have since disconnected my service for lack of payment, which I have never had a bill. I have spoken to customer representatives and supervisors to try and work out some type of compromise, they will give nothing except a 40.00 reconnect fee. I also found out that our contract was signed on 11/29 and T-Mobile shows it on 11/21 which also made it harder to cancel our contract. I do not mind paying my bills that I owe, but I have a real problem paying for a service that has not been provided, nor has a bill been sent. Please help resolve this problem. It is a small claim and would hate to waste tax payers money in court over this matter. I have also asked each time I talked to T-Mobile who I could speak to with their company that can make a better decision than the supervisors, and no one is available, just supervisors!

I supposed (wrongly) that Tmobile would have the same abilities as (now) Cingular to provide that information. However, when I called customer service I was told that, while there was a WAY to find out who was calling me from my bill, that service was "not provided on the bill". I find this highly annoying and am discouraged by this. I know the technology exists to do this sort of thing, and I want to know why I can't take advantage of it.

On 20 Oct 05 I faxed the ABT a letter from our County Assessor certifying that my residential billing address lies outside the city limits and requesting a credit of $14.92 on my wife's account for city sales taxes billed in error; I am still waiting for ABT to inform me of their ruling. Absent a response, I withheld payment of $14.92 on the final bill pending their decision. In the meantime, I continue to receive communications from T-Mobile threatening to turn the account over to collection agencies and to report my account as delinquent to credit reporting agencies.

I have pointed out to them that this action would be premature, as the amount remains in dispute until I am formally notified of ABT's ruling. I have subsequently received an e-mail from Customer Service indicating that a portion of the disputed amount was credited to the account "as a courtesy;" $13.93 remains, from my point of view, in dispute. I have reached the point where I actually hope they follow through on their threats so that I can sue them for libel and harrassment.

Cingular Wireless, in contrast, promptly aplogized and corrected their error as soon as I notified them of the problem. What irritates me is why these companies do not simply ask the customer if he lives inside or outside the city limits when the account is opened, a policy which seems to work perfectly well for Lands End and other on-line merchants. Apparently, they charge everyone, hoping that most consumers will not notice.

I would be interested to know if all these collections are in fact sent to the various states' departments of revenue and on what basis the funds are distributed to the local communtities; I have been told by MO Dept of Revenue that the payments are not accompanied by any information which would allow DOR accentain whether T-Mobile collected and forwarded the correct amount or to allow DOR to accurately distribute them to county and city governments. This issue occurs only with rural customers in states who levy sales tax on services.

Their coverage map should carry the footnote, "We really have no idea where we have a signal, so we had an artist make this up. Her favorite color is red, so she used it a lot."

My most common experience is sitting in an airport with no bars while a dozen people around me gab away. Call quality ranges from marginal to lousy. An annoying echo is the most common problem, followed by garbled audio, dropped calls, unintelligible voice mail and what has to be a CSR staff of six.

They have offered bonus minutes at times to assuage my frustration. We've swapped out phones. But, in the end, their network just doesn't seem to be as extensive as the other guys and despite their repeated claim they want to resolve my problem; they can't fix a network that is underbuilt.