T-Mobile Reviews

1.4

11,050 reviewsRating Calculation
A company’s ratings are a time-based and verification-based weighted average numerical calculation of the ratings submitted by consumers in the most recent 24-month period.

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Updated Nov. 06, 2026

About T-Mobile

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Pros

Generally good service in urban areas
Responsive corporate office support

Cons

Frequent billing discrepancies
Inconsistent coverage in rural areas

T-Mobile Reviews

Over 10k reviews since 2012

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Page 72 Reviews 10425 - 10575

FortunataRocklin, CA

Reviewed March 9, 2009

I moved from Manteca,Ca to Rocklin, Ca in Setp 2005. We went to the Roseville Galleria Mall and wanted to change our phone # because we are now in a diffrent area code. We asked the young man at the T Mobile counter to help, he said he could and we thought we had changed our # and everything was ok. He asked us if we wanted to upgrade our phone's and he said that he could get us into new phones for us and our kids. We got new phones after he called and checked to see if we were able to ungrade. We also got new phone's for our children and all this was going to be on one bill, family plan etc etc. Our bill comes and we pay it. Two weeks later our son comes home and tell'e me his phone is not working. I call and let the lady know we just paid our bill so I don't understand the problem, she tell's me that we have not paid the bill, that this bill is another bill for the kids phone's. So we pay and ask why it is billed seperate and they let us know that ..that's the way it is. We notice that we are still being billed for our old phone 209 #. I call to let them know that we are still being billed for our old 209 #. They tell me that it is only showing because it is the end of a billing cycle. My husband starts paying the bill on line. 2007 I notice that I am still being billed for the 209 # and call them they tell me that the 209 # was under contract till 2008 and that I have to pay for it until the contract run's out. We go to get another phone 1-30-09 and we find out that the 209 # is still showing as active. We ask why and speak with a customer service persone at T Mobile and she tell's us that we never disconnected this 209 # it is still active. We ask her to please remove this 209 # for us. We have been paying .89 cent's for 4 years for a 209 # I asked to be switched from. Today I get a bill and I am still being billed for the 209 # as of 3-9-09. I call and they tell me that 1st they have no record of me calling and asking for that 209 # to be removed. 2nd it is my fault that this happened because I did not call them but instead went to a T Mobile booth, because they are being paid by comition and they are paid reg pay and 3rd I am just out of luck because nothing I have just told you changed the fact that I will never get a credit for the $42.72 that I have paid for a 209 # I thought got removed because I thought I talked to someone that work's for T Mobile.

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RichRacine, WI

Reviewed March 9, 2009

I tried to make a call on March 4th. I received a voice message that my minutes were low. Please make a payment. I paid my bill on Feb 16th. and that covered the cycle ending March 17th. Per instructions by Customer Care I used Refill cards to pay the bill. When I called about the low minutes They first said I had not made a payment since Jan.After looking further into it the Rep. said that he saw the payment was made. The money was not transfered to the Flex account. He restored my service and appologized. The next morning I received a text from T-mobile saying my service had been suspended!I called customer Care again and went through the same deal with a new rep. This rep said that my last payment was received on Nov. of 08. After a lengthly discussion and much cursing he admitted that the payments were there and they were not transfered. He fixed the problem and everything should be fine. Low and behold the next day my service was suspended again! I called Customer Care, I requested a supervisor! The Rep said that he could fix the problem. I requested a Supervisor! After 45 minutes of speaking with a rep. He said that he could not fix the problem. I needed to speak with his Supervisor! The Supervisor told me that it was my error that the payment was not transfered! That after I called with the payment I should have called back!? I request the phone number for The Corporate Office. She said they do not have a Phone number!( T-Mobiles Corporate Office does not have a phone number)! I paid the bogus extra bill to restore my service. I asked I'm under a year contract. Correct? She said yes. I asked when does that contact end? She said 10 of 2010! (IT is 03 of 2009 that is not a year contract. I've been using your service for almost a year now)! I want out!!!!!!

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AmandaMyrtle Beach, SC

Reviewed March 8, 2009

Initially, I was a SunCom customer, and I had absolutely no complaints. Then TMobile bought out SunCom, and promised SunCom customers the ability to terminate their service with no early termination fees. This was a lie, seeing as I was sent to a collections agency with over $300 in early termination fees. And yet, the fun does not stop there. I recently fried my simcard, and was told I would have a replacement within 24 hours, only to discover that that 24 hours is really 2 weeks. The only person to ever have been even remotely helpful to me within this company was the original techie I spoke to who actually fixed my phone, instead of telling me a million different lies.

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LeifLansdale, PA

Reviewed March 7, 2009

I needed to go on a business trip to London. Contacted T-mobile to insure I'd have service. They suggested a phone and I picked it up at a local store. Two year plan, of course!

Got to London, no way would the phone work. Went to the T-mobile store they said the model I'd gotten from T-mobile in the US was one of the few that wouldn't work in Europe.

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RobertEdgewood, NM

Reviewed March 5, 2009

since i got the sidekick 2008 i have been on the phone with t-mobile over and over again. i spoke with them atleast 8 times over the phone being sent in to them. they wanted me to be without the phone for 10 days due to problems with reception, not recieving pic text which is the whole purpose of the text phone anyway isn't it? also every time i powered down my phone and powered it back up it would send me old texts from october when it was january and i had recieved them already. i told them i couldn't be without my phone. i have special needs kids and can't be without my phone. they said i could go down and get a temp phone. i live about 25 miles from a tmobile store. instead of calling them to be sure they had me drive down to tmobile and try to get one. i was then informed that no tmobile in albuquerque has a temp phone availible. i called them back and they just insisted that i get the phone to them without my convenience of having a phone.it took about a month or so to get money up for another cheap phone and the money to send the sidekick away. we sent the phone away and it has now been 10 days i called them and first they said yes they recieved it but the phone is on backorder. i spoke with 4 people today. a few said it is on back order one asked for the tracking number and was not sure it was there. the last one Supervisor said that the computer says it is backordered when they look at it. i have been told everything under the sun about this phone. i am not sure anymore what the truth is. my phone has been gone 10 days and they said 10 days total and i would have it back there is no date of return or anything. customer service has been terrible and i am out of a 50 dollar temp phone and all the gas it cost me to drive back and forth to try to get my warrenty on my phone. this phone has not worked properly since day one. some of these problems with my phone is a common problem for this phone yet i asked is there anyway to get a different phone and they said no. i have asked if there is anything they can do for the inconvience and they said no. one offered extra mins for a phone i don't use. or text messages that i already have unlimited. i can't really text well with the phone i have now. what good is it? they now say that it will take about 7 more days to look at it as well as 5-7 more days for ups. so a 10 days has turned into a month for a warrenty service.

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RempletQueens Village, NY

Reviewed March 4, 2009

I've been with tmobile for quite some time now. recently i added the family plan to my phone so now in total i have 4 phones on the plan. in the beginning there were intermittent problems with service and drop calls. numerous times i've contacted the customer service dept dealt with technical support and felt assured that they would do their best to help resolve any and all problems. i was so happy with the service that i then added tmobile home plan to the house phone. in the beginning it was ideal. then we would have intermittent interruptions with the house phone service. i contacted tmobile numerous times, even time warner was contacted because we thought maybe something was wrong with our cable service causing the problem. they determined on their end that the problem was not theirs. tmobile sent me a new sim card to help resolve matters. at first that was ok then we would go long periods of time with no service at the house. (2-8 hours) phone calls are constantly being dropped on the cell phone and rates are increasing. i didn't know paying less for service would actually cause me to get less service. i need to know how to get out of my plan with out paying the large termination fees.

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RempletQueens Village, NY

Reviewed March 4, 2009

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KerryCanyon Lake, CA

Reviewed March 4, 2009

I have home phone unlimited minutes T-Mobile @Home Phone & 2000 minutes cell phone service. The @home service was kept going down. I had problems with no dial tone & when I did get a dial tone the other party on the phone could not hear me. I called T-mobile 2 times to fix the problem. The first time they had me reboot the modem & router. When T-mobile reset them at their end it. I had to keep repeatily rebooting them both. The problem seems fixed now.

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HalaLong Island City, NY

Reviewed March 4, 2009

Dear Sirs

On November 15th,2008, I bought 3 telephons with family plan. 2 of them were sony ericsson TM 506, TM 506 and the third was samsung T429. On that day there were grand opening for that store and they have different deals on different styles. the first phone sony ericsson with serial # 355076022648316 sku # 000000610214616753 the second phone sony ericsson with, serial # 356983021027799 sku # 000000610214616746 each of these 2 telephons were priced at $99.99, and each has $ 50.00 mail-in rebate . Thrid Phone samsung T429 with, serial #355527021367092 sku # 000000610214614681 this phone was priced at $19.99 and it has $20.00 mail-in rebate. THE SALES PERSON PREPARED EVERYTHING ,even the letters to send for rebate programe was done by him. after purchase I mailed the letters with the hard paper box with sku numer for each phone , I send them separetly. waited almost 3 weeks with no answer, then I got a letter from t-mobile dated november 26,2008, saying that they regret they unable to process my request as received. reason was: the 15 digit IMEI number provided was invalid or not currently eligible for rebate. so i went to the store and talked to the salesperson, which he called t-mobile main offices,and for more than 1/2 an hour on phone ,they said there was some mistakes on their computer( main office)and they corrected these mistakes, and told me that they going to send me back my rebate within 2-4 weeks. and they wrote me the tracking numbers I can use them to track the process on the net. when i tracked the numbers they gave me , I found that the 2 sony ericsson phones was denied (each with $50.00 in rebate).The reason was : ((invalid Channel of purchase for offer)).!!! the other one samsung was qualified for rebate($20.00). I bought all 3 phones from same store same day same time, how can one phone gets rebate and other 2 phones no because(invalid Channel of purchase for offer). I have all the papers to prove that, All i need is to help me get me back my rebate, because I could never successful to talk with right person in T-mobile regarding my rebate. Please I need your Help. or tell what to do. [By the way I received A t-mobile debit card (visa) for $50.00 ,in the letter they said the card is a stored value card issued for your recent t-mobile equipment purchase with a new activation or upgrade.] in this case I still want $70.00.

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KathyRenton, WA

Reviewed March 4, 2009

I bought a brand new,Blackberry Pearl (paid full), the device became defective. I called in customercare and tehy told me they will send me a new FRONT piece of the phone. When I received their FRONT piece, it didn't closed with MY ORIGINAL back piece. I called in again and they said they are going to send me a 2ND FRONT piece. IT still didn't fit with MY ORGINAL back piece so I sent back teh phones. NOW, tmobile charged me for 2 re-instockment fees and suspended my phonelines just because I sent the phones back a little over 30 days. MY complaint: The policy is a scam. What kind of return policy is it when they're charging you full prices of phones when they're sending you refurbished phones and also doesn't even work! It doesn't clsoe with teh original back. I'v called customer care so many times and i get really bad services. I even asked them to give me their employee ID number and they refused. Even when i had asked to be transfered to an advisor, the Advisor themself were really rude. I told them i hope hope the conversation is beign recorded because thsi is very poor customer service and very unprofessional. I was upset with teh outcome of every single conversations i've had with teh cumstomercare people. I then went in to the tmobile store and asked for help, customercare said they woudl ge tto me via email within 72 hours, 2 weeks came by and i haven't heard anything. I came BACK TO THE STORE again and teh people said all i could do was wait. I had no difinate answer nor anyway to guide me to a directin where i can get help. MY family and I have been very loyal customers with Tmobile and is such a horrible experience for me since this incident arrived.

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RobertHudson, WI

Reviewed March 3, 2009

Tmobile Dash phone has a defective alarm that sounds when turned off, multiple alarms sound simultanously, sounds on prevously set times and ect. They refuse to replace it because we cant guarantee you wont have the same problem with the next one. Tmobile is knowingly selling these phones with the issue and I have found information that proves they known about it at least a year before i purchased it.

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RamnarineInwood, NY

Reviewed March 3, 2009

I called T-Mobile to find out about service,ask about all fees and monthly service charge because I want to switch from sprint and I was told that they have best customer service and all the good stuff. I ask that if my phone will be unlock and was told only if I approve for service and dont have to pay/hold a deposit my phones will be unlock onsite and will not pay any activation fee as well.Now I went in got service approved for up to 10 lines no deposit.The rep from the store called up to get the phones unlock and was now told I have to wait 90 days.My reason for going to them is unlocking the phone because I travel and need to change the SIM card to use PLUS I have to pay for activation.Also was offered the home service and I signed up fo 2 lines same day for $10.00 per month.The rep from the store called her people before she sold the equipment to me to find out if I can have the service with the unlimited plan and she was told YES so got signed up 2 days later the rep called me and said that they will not be able to offer the at home to me the only way will be I have to DOWNGRADE my plan.

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PhilipTuckerton, NJ

Reviewed March 2, 2009

This is the second time they charged us for third party services which we never ordered. They claim they have no control over these companies, and only collect the fees for them.

How is that possible? We write one check each month to TMobile; not a separate one to the third party.

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JayPauma Valley, CA

Reviewed March 2, 2009

We have T-mobile we paid our bill for last month. They turned the phone off because they said we went over our minutes we didn't. We can't afford to do this. My husband is out of work and needs the phone for contact #'s and phone interviews. He had two scheduled that morning. Needless to say he lost those jobs. They said we needed to pay $90 and they would turn it back on.

We scrounged up $90 and they turned it back on for 1 hr. Then turned it off. He had rescheduled an interview for that afternoon but because they turned the phone off again we lost the interview. He called t-mobile and they said we owed another $15. why didn't they tell us that when we went in. Now we paid this month $100. Today 3 days later they have turned it off again. Again he had phone interviews scheduled. We lost those. We cannot afford to lose interviews. He needs a job. The cell phone is our only means of communitcation, we have no land line. When we called they told us one story and you call back and get another story. Now they are saying that the billing period is not on the 25 but on the 28. Our billing statement says the 25 and we pay it, then they say the new fees add up (in three days) and the bill can't be over $200 or they cut us off. This is the first we learned of this cycle. No one tells you the whole truth just bits and pieces. They seem to do whatever they want to make the bill higher. Almost everyone we know that has t-mobile is having the same problem. Every month their billing criteria changes. Half of their billing people don't speak english so it is hard to understand them. It seems we pay and pay and never get anywhere there is always some new fee. the first time we went over our minutes was in January due to the fact that Jay was in the hospital with congenital heart failure. When he got out of the hospital I went to call his doctor because he was having some problems and found the phone cut off. I couldn't call his doctor or the hospital. I had to drive there. If it was a real emergency he would have died. We moved to Texas for a job 3 years ago due to a job transfer. We got t-mobile just before we moved back to ca. We have been back over 2 years and yet t-mobile says our 2 year contract is not up yet. 2 mos ago we went in to the store and they told us our contract would be up in Feb. Now they tell us August. They keep pushing it back. I don't know what is going on but we would like to be done with them. We are just tired of extra fees, double talk, half truths, and plain lies. No one knows what is going on from one minute to the next.

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ThierryNapa, CA

Reviewed March 2, 2009

We do not have covereage where we work (Point Reyes Station, CA) but since our home address is in a covered area T-Mobile doesn't agree to remove the early termination fee. Futhermore, where we live (Napa, CA) most of building we go to (mall, store, restaturants, etc...) we do not have coverage either.

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RannieEllendwood, GA

Reviewed March 2, 2009

On may of 2008 I purcased a Samsung cell phone from a T-Mobile retail store

five month later I started experiencing problems with my key pad meaning I could not dial out or press the talk button to recieve calls, I went back to the retailer to complain about it and he said meaning the store attendant said that he could do anything about it even though this phone has a 1 year warranty on it, so he instructed me to call the manufacturing company so I did and they instructed me fax a copy of the receipt with the IMEI # located on the back in side cover of the phone the samsung rep said that the IMEI # was already as being repaired for the same problem the (key pad)a samsung supervisor said that the phone was not new phone but a refurbished phone, Samsung Warranty Repair sent me a formal letter and it said, I regret to inform you that the proof of purchase receipt you submitted to Samsung for your SGH- T509TSBTMB IMEI: 359856001656117 has been rejected. Samsung reviewed the IMEI history of the phone and dicovered that the phone was in for repair prior to your listed purcase date of 05/08. Samsung is only able to honor the origal purcase of the phone for the warranty. Lindsey Williams Executive Customer Relations and Management Response Phone # 469-241-4824 E-mail: lwilliam2@sta.samsung.com I went back to the store to confront him about it and ask if the phone was a brand new phone and he said yes so I showed him the letter that Samsung sent to me and he refused to look at the letter and said that he was not going to do anything about it and for me to have a good day, so they are selling refurhbish phones as brand new phone of wich I paid $ 150.00 for.

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JeanieNew York, NY

Reviewed Feb. 28, 2009

I bought a new TMobile Phone. I only use my cell rarely but it came with a camera feature, a recording feature and e~mail. I used the e~mail feature for about two months. Suddenly, I kept getting communications error. I brought it to the TMobile Store near my apt. A sweet representative changed my sim card. It worked that day. The next day...still no e~mail. I corresponded to Customer Care via email from my home computer. They told me to call the 800 # and someone would troubleshoot the phone. I called and was told I could have the email feature for $9.95 a month. WHAT??? They put me through to a supervisor who said that feature didn't come with my phone. OMG She offered to send me a new phone at no cost that would have that feature and wouldn't cost me anything. I said o.k. but as soon as I get $200. I am getting out of this TMOBILE contract. I just got my bill...and I was charged $74. $24. of which says it's for EMAIL!!!!!!!! I was charged .20 for each outgoing and incoming e-mail. I am just sick. Can you please alert people....I work so hard and don't need one more bill....

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MikeCastaic, CA

Reviewed Feb. 28, 2009

At the time of signing up with T-Mobile for a family plan, I was told clearly and repeatedly that there is NO activation fee. Unfortunately, the bill shows otherwise, there is US$140 activation fee. I immediately contacted T-Mobile billing department. They declined to provide credit to my account; they told me to contact the agent instead. The matter is still unresolved after making contact to the agent. As a consumer and customer, why should I have to go through these inconvenience to fight for their elusive mistake? I strongly believe this is a policy of deception; this type of business conduct is unacceptable and detrimental... It has never been any similar painful experience with AT&T or Verizon in the past!

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MikeCastaic, CA

Reviewed Feb. 28, 2009

At the time of signing up with T-Mobile for a family plan, I was told clearly and repeatedly that there is NO activation fee. Unfortunately, the bill shows otherwise, there is US$140 activation fee. I immediately contacted T-Mobile billing department. They declined to provide credit to my account; they told me to contact the agent instead. The matter is still unresolved after making contact to the agent. As a consumer and customer, why should I have to go through the inconvenience to fight for their elusive mistake? I strongly believe this is a policy of deception; this type of business conduct is unacceptable and detrimental to consumers... It has never been any similar painful experience with AT&T or Verizon in the past!

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PreciousNewport News, VA

Reviewed Feb. 27, 2009

I called to inquire why I was charged for text messages if I have a block. They said it was removed by whom ever enabled my Family allowances and they cant credit my account for the mistake.

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MelissaBeacon, NY

Reviewed Feb. 27, 2009

I just had to pay a 443.74 bill to Superior Asset Mamagement which is T-Mobiles collection agency, for a cell phone I never opened up. When I contacted T-Mobile about this matter they said that there was nothing they could about it, I was resposible for the bill. Then when I asked them to to put an alert on my social security number so it would never happen again they sent me to there risk assesment dept, when I got there the call terminates without letting me speak to anyone, this happened to me 4 times. They could care less that people are opening up fraudulent accounts with them all they want is the money!

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StephenHudson, NH

Reviewed Feb. 26, 2009

back in october of 2008 i was walking in the mall when confronted by tmobile reps who asked me if i wanted cell phone service i asked them would it help my credit and they said yes so i took them up on their offer but two or three weeks later i found out they don't report to credit bureau's only if you don't pay. i then called tmobile and they basically laughed at me and told me i'm stuck with the two year contract. since then iv'e been lied to on numerous occasions and keep getting too bad. then on feb 25 i called corporate and spoke to a ally young who told me because i purchased my service through a third party tmobile is not responsible for what they promised me i think thats a load of crap please help me

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MariaAmityville, NY

Reviewed Feb. 26, 2009

I was convinced to open a T-mobile account while having an existing Sprint account in February. I was told that a credit card was needed even though i was paying in cash, but that it would never be charged. I was told that when the Sprint account was up that I could then switch my old number to my new phone. I went back to the store in April to have this accomplished. A worker changed my number to the new phone for me. In June I was charged $300. When I noticed the charge I called T-mobile and they told me that they did not make the transaction, I then proceeded to call my bank who told me the charge was made by Tech Connection. Next, I went back into the store and spoke with Seth, the owner, and he told me that when the number was switched my plan had been canceled and my card was charged, he said that he would look into it on the next billing period (July 14th), but that it could take upto 120 days to recieve my money back. I am a young girl and wanted to give him the benifit of the doubt so i waited the 120 days which should've been no later then November 14th. November 14th came and still no money, so I went back to Seth and of course another story. Now its February, I've been contacting Seth frequently and I still have received nothing so a friend of mine told me to call T-mobile and speak with a supervisor. I called and a very helpful women told me that unfortunately they could do nothing cause my plan was never canceled and the charge came directly from Tech Connection. She told me to go to my bank and file an regulation e to dispute a charge, I decided to file a complaint to consumer affairs to make this aware to others, I believe he is a scamartist and will make unauthorized charges to benifit his own.

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CherylAurora, CO

Reviewed Feb. 25, 2009

I was a T Mobile customer for 4 yrs. I had a family plan (3 phones) 3000 minutes unlimited text. I was extremely unhappy with the phone quality and the customer service. At the end of my contract, 11 October 2008, I cancelled my service and got 3 new phones through Cricket Communications. I called Cricket to have one number (720-329-1861) ported. In December I received a bill from TMobile for $937.00 for the phone # 303-561-5271. I was not aware the phone was on. I called T Mobile and was told by customer service that I had called to have both numbers ported after a week or so the 5271 number was not ported so they assigned it a plan $29.95 for 300 anytime minutes. They did this without my permission or knowledge. The phone in question was sold ( a blackberry) when they activated it they also activated the phone book. I called T Mobile again and was told by an investigator that I am responsible for the charges because there was a call to my home number. I told the investigator that T Mobile has always confirmed by mail any changes made to my account. I once had a phone purchase made to my account that I was unaware of until I received the written confirmation. I did not receive anything by mail this time until I got the bill. I filed a complaint with the better business bureau and received a call from Teresa with T Mobile office of the president. She said the plan that was activated was my old plan and she was willing to excuse 25% of the bill. I called and left a message with her explaining that this is not a plan I have ever had and this was done without my knowledge or consent. I have not heard from her again and received another bill for $1337.00

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RickyBrentwood, CA

Reviewed Feb. 25, 2009

Company is offering free flight within U.S. that cannot be used after you switch to their company.It was 2007 November when my nephew, my brother & his wife switch to T-mobile from AT&T when they come up with a promo of free flight within united states.On October 26, 2008, We requested booking for December flight but we failed.The Company said,No available flight.Althought during that time,I keep surfing thru internet to look for flight for the same day that has been requested & they were plenty of flight.So, then I came up of not using the free flight and forced the buy 3 tickets to New Jersey.Now, We went to T-Mobile kiosk @ Costco where we open an account to request forms so we can request for another flight this March 2009 in which this 2007 promo will expire on March 2009,the agent said, we can do it online.We went online but there is no link to book and request for flight.We called T-Mobile several times to help us to book our request but what they were saying "We'll call you Back"but never they did.I send them letter via certified to help us booking flight and nothing happen. I am very frustrated. I wish it would not going to happen to other people whatever we are experiencing and T-mobile to stop such promo that they cannot do.I have all the copies of requested flight and people that I talked to.

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JeremySanta Barbara, CA

Reviewed Feb. 24, 2009

Bought the phone back in November of 2008. Upon recieving the phone it never worked properly. When I finally got a replacement phone. That phone did not work either. So I called them on 2-24-2009. Spent 2 hours on the phone with them and all they could tell me was to either spend the money of getting a upgraded phone, or spend the money for the to help me fix the problem. The problem is that I have insurance on the phone and I should not have to pay anything. So, when I told them that they told me that they could send me my old phone back or cancel my account. So I canceled my account and I am disputing any charges on my phone for the cancelation charges due to the fact that they were unable and unwilling to help me unless I paid money to get help. When again my phone was and is covered by insurance. When I asked to speak with a supervisor they bounced me around to 6 different departments and I never spoke with a supervisor. They were unwilling to let me speak to a supervisor

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ChristineMeredith, NH

Reviewed Feb. 21, 2009

I go service on a 14 free trial I attempted to return the phone and they said they could not I would need to return when the manager was there. I went back returned phones to Nick and they were never removed from tmobile.I received a two hundred dollar bill for service. Tmobile told me to call the store and they do not answer the phone

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ChristineMeredith, NH

Reviewed Feb. 21, 2009

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MikeHouston, TX

Reviewed Feb. 21, 2009

T-Mobiles system was seriously damaged by Hurricane Ike. Unlike ATT or Verizon [who had their systems back up and functioning normally within a week], T-Mobile took a considerable amount of time to repair their system. While their system was damaged, they still charged their customers by the minute, despite the huge amount of dropped calls their damaged system was causing.

There is no dispute over the fact that T-Mobiles deceptive trade practices showed that I used over 2500 minutes during my September bill. The dispute is over the dropped calls that caused the overage. T-Mobile charges each call on a per minute basis. If a call lasts 1 second or 60 seconds, it is billed as 1 minute. These deceptive trade practices involving the dropped calls happened for more than 3 weeks after Hurricane Ike visited Houston. [The latest dropped call incident I experienced was October 23, 2009.] As an example, there were numerous times when I would receive a call and 15-20 seconds later it would disconnect [dropped by T-Mobiles system]. I would call the person back and after 20-25 seconds the call would be dropped by T-Mobiles system, again. After a while, I would call the person back and finish the conversation in 10-15 seconds. My total time on the phone was less than 60 seconds [1 minute], however T-Mobile charged me for 3 minutes. This scenario played out numerous times each and every day. At no point in time, except for the September Bill, have I exceeded 1500 minutes in a month. I would not have exceeded 1500 minutes in September, if T-Mobile had not dropped the huge amount of calls I made in September. They want me to pay over $450.00 for their defective system and their lack of reliable service to our area. I disagree.

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IanLos Angeles, CA

Reviewed Feb. 20, 2009

On February 19th 2009 my T- mobile voice mail retrieval routed me to someone else's voicemail. I called customer service 3 times and waited for a total of 1 hour 45 minutes without speaking to a live person, I kept landing in this holding system I have never experienced before.

When I got home I called on the land line, keyed in my cell number and back into the holding system. When I didn't self identify I got straight through. They had no explanation for what was happening. The following day, Friday 20th Feb 2009 I twice called and encountered the holding pattern again. When I called on land lines if I didn't self identify I got through. Friends around the country then tried my number to reach T Mobile and EACH time they landed in the holding pattern. When they used their numbers they went straight through, it was ONLY my number that resulted in this problem. I am now concerned that T Mobile blocks customers (they deny it of course). I have been with them for 7 years and loved their service yet have had a series of bad experiences since Christmas 08 and have been polite but vocal regarding the problems.

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SteveBoston, MA

Reviewed Feb. 19, 2009

In Jan 2008 I moved from 429 Marlborough St Boston, MA to 132 Marlborough St Boston, MA (5 blks). My cell service at the 429 address was acceptable, not great but acceptable. Upon moving to the 132 address my service degraded severely to the point where I could not make or receive calls from my home. I am self employed and use my phone as my primary business phone (T-Mobile account # 445400028 Data Safeguard Solutions). I placed a call to T-Mobile describing my problem they insisted the coverage in my area was excellent? and said they would issue a work order (ticket) to have the tower checked. I asked for the ticket # for me to use as a reference for follow up they refused to provide me with the ticket # though said they would call me back in two weeks with a response. T-Mobile never returned my call I called again approx 6 weeks later and no evidence of the work having been performed or any action taken was recorded. I was again told the service in my area was excellent? and that they would follow up with a technician and provide me with an update. Again I was not contacted by T-Mobile nor was there any form of follow up. I called T-Mobile for the final time in late April to resolve the issue T-Mobile maintained they were not responsible for potential issues related to building construction, etc. T-Mobile informed me that I was unable to cancel my service due to the length of my service contract. The only solution according to T-Mobile was to utilize my existing wireless internet router as a means of obtaining my T-Mobile cell signal which I would have accepted as a resolution until I was informed the solution would require me to purchase a different type of phone at the cost of $300. I informed T-Mobile that my contract did not require me to purchase a $300 device in order to receive general service this new requirement was over and above the original agreement. As a last resort I cancelled my service. I was charged an early termination fee (which has since been waived) in addition to $330 for my last 1.5 mos of service. I am disputing the charge of $330 for the following reasons:

1) Usage of my cell phone was drastically reduced between Jan and June 2008 due to a lack of service. Any calls made from my home? were made at a minimum of 1- 2 full blocks from my residence as this was the closest to home I began receving a signal. 2) I spent several months trying to resolve the issue with T-Mobile during which time they were non-responsive and denying a problem existed. T-Mobile ultimately suggested my residential building construction was the cause of the problem. At this time I use Verizon and have no problem receiving my cell signal from the exact same residence. During the period of time I pursued T-Mobile in an effort to correct my problem I paid all monthly service bills in full though my service was unavailable to me in my home/place of business. I paid for a service in full that I was only receiving in part while my service provider avoided (delayed, etc) addressing the problem. My denial of payment is my only recourse to recuperate my overpayment for the previous 6 months of partial service.

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SSeattle, WA

Reviewed Feb. 19, 2009

THE MOTHER OF ALL T-MOBILE PROBLEMS !!If you're going to read ANY negative feed back on T-Mobile make SURE you read this one. Entertaining too !Round about Dec 20, 2008 we had a big snow storm in the Seattle area. That was when I noticed a FLOOD of calls coming in, like 20 to 30 calls a day !! Swear to God, no exaggeration. All misrouted or wrong numbers. The snow storm lasted the better part of 2 weeks and then I noticed the calls dropped suddenly. All the misrouted, wrong and 'oops' calls -- AND all MY calls coming in. My phone was mysteriously quiet for days on end. I just thought no one was calling me -- which is fine -- because I bust my minutes every month. Then when work called to send me on a field trip (I work for an Airline and they send crews out to airports to fix airplanes, and the OT money can be substantial) -- so needless to say I was vey unhappy I missed a trip that could net me almost the same amount in a day as I make in a week. So I let my Supervisor know how I feel and he swears he tried several times but it went to voice mail (vm). We tried my phone and guess what ? EVERY TIME we called my phone it went straight to vm without a ring or any warning. Phone shows a window saying missed call, it's a Blackberry 8100. This was January 16, almost a month after the snowstorm. So now I'm thinking I was actually missing calls and losing them to vm, and not that people are not calling me. I also have condos that I rent out and houses I've built that I sell on the side, and my phone is extra busy towards the end of the month, specially for the rentals. So I call T-Mobile and they walk me through a gauntlet of troubleshooting steps-- no help. So they send me to the local retail store and replace SIM card, no help. Update software, no help. So they decide to change the phone and claim they're doing a courtesey by not charging me shipping. I said WHAT ??? I do not expect you to charge me shipping and I wouldn't pay even if you did ! Anyway, 6 business days (or week and a half) later new phone arrives. Replace batt, replace SIM, trouble hoot, trouble shoot, yadda yadda -- guess what? Phone no help. So I asked them, now what? They said I will get a call n 48 hrs from their Tier 3 Voice Engineers (hot potatoes who answer calls from their kitchen with kids shouting in the background). But, I said, my phone doesn't ring ! How will I catch their calls ?? dufus !! So they decide to transfer me to (drum roll) Tier 3 Engineering and Technical support group. Hot potato # 1, #2 and #3 promised me the world, troubleshot the previous troubleshooter, second guessed themselves, promised to call back asap but 2 days later I call back and go, wtf ? Now I'm pissed. So engineer #4 said, it's a network problem and that it's really really not T-Mobile but the local phone company that sold T-Mobile the numbers that is screwing up ...and, and , and, they are sending a guy in a car to my area and the local phone company to investigate. I figure, nice story ( I was actually expecting more of the story as he slurred his way through, I was like, oh sh*t , here comes grandma's funeral story) ... but who cares who sold the line to whom I said, MAKE MY PHONE RING !! Another week goes by (in the mean time Fat ass CEO gets his bonus and paycheck, what he really needs is not a bonus, but a bone in his a**!) and they said, hmmm, we need to change your number. I said, no way Jose, Mr. Engineer #5, this is a business line that has been advertised:1- in the Yellow pages,2- airport sign in baggage claim 3- Stencils on vehicles, and4- Office window stencils along a busy highway. Ya think it was all done fer FREE ?? dumbass ?? Will T-Mobile refund that ? Engineer says, Uh, uh, well, er, ah , no ... so I said -- FIX IT DUMB ASS. MAKE IT RIIIIIIIINNNNG-A RRRRIINNG-A RIING A ROSES -- (before, I thought, I put a RING around your nose and pull you behind me to the market like an Indian bride)Another week goes, by, we are in week FIVE, now and they said well, you have your call forwarding button messed up. I said, no , remember y'all deactivated my vm when you first trouble shot on Jan 16 ?!! I dont have vm or a ringing phone now for 5 weeks. GET BACK TO WORK AND FIX IT !! Another week comes to be, week 6 now and the final verdict was in. Said the wise Tier 3 engineer with his heavy engineering degree laden on his shoulder and sweat dripping from his brow, -- Change the Phone again I say, he thundered. And all I thought was, it took your dumb ass 6 weeks to come up with that ? Surely T-mobile doesn't pay you to come in to work now, do they ? Another 6 business days go by, a week plus, phone arrives and alomst SEVEN WEEKS LATER, MORE THAN 15 T-MOBILE EMPLOYEES LATER, FROM PEON, TO OPERATOR, TO WORK-AT-HOME TROUBLE-SHOOT MOM, TO FAT MAN ENGINEER -- ALL THE KINGS MEN AND ALL THE KINGS HORSES WERE FINALLY ABLE TO SOLVE ... a ...simple ... ring ... problem.

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YaoSyosset, NY

Reviewed Feb. 19, 2009

I was originally a T-mobile customer from Aug 2004, after more than a year of contract, I port over my phone to Verizon with the same cell phone number, then after 2 years of contract with Verison, my need of service changed, so, I decided to switch back to T-mobile as a pre-paid customer with still the same phone number 718-864-5052 in Oct 6, 2008. I have this phone since 2004.

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DavidWorcester, MA

Reviewed Feb. 18, 2009

In September of 2007 I agreed to a one year cell phone contract with T-Mobile. They sent me a free Samsung T 629 cell phone. When the contract expired in September, 2008, I did not sign another contract. I continued with T-Mobile on a month to month basis. On January 12, 2009, my T-Mobile Samsung T 629 cell phone stopped working. I contacted T-Mobile that day using a friend's cell phone. They agreed to send me a free Samsung Blast cell phone & I agreed to a two year contract with them. My new cell phone arrived on January 15, 2009. It didn't work. I used a friend's cell phone, again, to call a T-Mobile customer service representative on January 16, 2009. After the CSR & I troubleshot the Samsung Blast cell phone T-Mobile had sent me, the CSR decided it was defective. He gave me the address of T-Mobile's National Return Center in La Grange, Georgia. I had the defective cell phone shipped on January 20, 2009, via United States Postal Service, Priority Mail, Delivery Confirmation Receipt Requested, to T-Mobile's National Return Center. The defective cell phone never arrived there. The package is currently lost. The only information the post office can give me at this time is my package did leave their Springfield, Massachusetts facility on January 21, 2009. I was also told by the post office that I have to wait for 30 days before I can request them to put a tracer on my package. T-Mobile told me they could not send me another cell phone until they received the defective cell phone I had mailed back to them. In the meantime, I still didn't have a cell phone & I hadn't had one since January 12, 2009. I told T-Mobile I didn't agree with their policy. I informed them I no longer desired their services & I would be signing up with another cell phone company. Since they sent me a defective Samsung Blast cell phone & they refused to send me another cell phone to replace the defective cell phone they sent me, I told them our contract was void. I understand that I can still be responsible for the cost of lost cell phone, $179. I didn't insure the package, so if it is not located after I request the post office to put a tracer on it, I will probably have to pay T-Mobile for it. What I don't understand is why T-Mobile has not cancelled my cell phone service. I called my old T-Mobile cell phone number earlier today, using my new cell phone that I received via a two year Verizon Wireless contract, & my old T-Mobile cell phone number is still active. I got my T-Mobile voice mail. I also don't understand why I received a cell phone bill from T-Mobile for $97.35 for monthly service charges from 01/02/09 through 02/01/09. Included in the $97.35 was a $50 'one time charge for Equipment purchase charge'. I was told on January 12, 2009, that I would be receiving a Samsung Blast handset free, no charge. And, I had no working cell phone from T-Mobile as of January 12, 2009. How can they charge me for cell phone service after January 12, 2009, when I didn't even have a cell phone from T-Mobile.

Can you please help me out with this matter & advise me on what to do.

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TinaPrineville, OR

Reviewed Feb. 16, 2009

orderd new cell phone, got it on 2/16 from ups the phone was not storing phone numbers right, called customer service for help found several phone numbers of people we didnt know. I had tmoble look up to see if it was pre owned and sold as new and it was last used in december. owned by another person, all personal info was left on it. but yet sold to me as NEW! t-mobile was willing to let me clear it and give me 200 extra min: for my inconviance. I am sure there are federal guidlines for selling items as new , whan used.and leaving personal contacts on phone.

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TerryBirmingham, AL

Reviewed Feb. 15, 2009

My company wanted me to change my phone to a Blackberry. I had been with T-Mobile for ten years at about $270 per month. The first day I received my Blackberry, I could call people, but they could not hear me. They were clear as a bell to me, but they could not hear me. I spent many, many hours on the phone at the T-Mobile store talking to nebulous persons somewhere in the world, whose only solution was to remove the battery and reboot. After about 30 of those efforts, I begain to lose patience. I spent probably in the neighborhood of forty hours talking to people at T-Mobile, and they eventually exchanged the phone for another Blackberry. I had the same problem with it. They then exchanged the SIM card, to no avail. After nine weeks of the problem over and over, I talked to a lady who was going to get an engineer to call me to try to figure it out. I never heard from anyone. I eventually, out of necessity, had to change to Verizon, where I have had no problem at all with the Blackberry. T-Mobile then, of course, wanted to charge me the $200 cancellation fee, never mind the fact that I have been a loyal customer for ten years and only changed because they did not deliver on their part of the contract. I run into a brick wall every time I call and I get the policy manual quoted to me. I can never speak to anyone who cares or who can do anything but quote the policy manual to me. They never admit to any poor service or breach of contract on their part...I am always at fault. The frustration level is unbelievable.

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Ms.Columbia, SC

Reviewed Feb. 14, 2009

tmobile changed my due date on my account which created me to get a double bill in the month of dec. and then harassed me daily after that i paid the bill and they turned my phone off a representative had me send in funds then sd that i did not owe until the end of the month., which i tried to get a refund which they would not give a refund then i called day after day still no refund and they are making me pay another bill this month. which is not right and then constantly hang up in my face once they find out why i am calling this is caused a heart ship on me because i cannot afford to make a payment of a bill paid in advance and ahead like this. for months i have constantly had to battle about extra charges on my bill. i am upset an this is very disburbing that i am treated ill like this .

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Ms.Columbia, SC

Reviewed Feb. 14, 2009

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ShannonLong Beach, CA

Reviewed Feb. 13, 2009

I signed up for the wireless home service for my phone and bought the router to go with it. Within days I had lost my home phone service. I called my ISP as TMobile blamed it on them. Well they checked the lines, pinged my account and actually came to my house to verify their equipment was in working order. Everything checked out. Again I contacted TMobile.Of course it wasn't their problem. I would pick up the phone to make a call and it would be dead. Finally I gave up. I was constantly resetting my router in order to have a home phone. It went out at least twice a week. I canceled the service and went over to Verizon. I could not be without a home phone. It is just too dangerous. TMobile REFUSED to credit the termination fee of $200.00 even though their service did not work. They are thieves and I will never recommend their service.

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LenIrvine, CA

Reviewed Feb. 13, 2009

I have been with T-Mobile for over 5 years and recenlty I was forced to leave my contract with T-Mobile due to the fact that they were not providing adequate cellular service. I live in Irvine, CA and work in Anaheim Hills, CA. Making calls either from my home or work or any point between was extremely difficult as I would drop at least 30% of my incoming or outgoing calls. The number of dropped calls became so bad that customers and vendors starting to complain to me that in order to keep doing business I should get a better service as it became embarrassing when so many calls were being dropped. In December of 2008 i move to Verizon and I have been happy with the quality and reliability of the service.

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LauraModesto, CA

Reviewed Feb. 12, 2009

I contacted the BBB before for the same problem with TMobile and I still have the same problem and nobody for T-Mobile contacted me.

This is the situation: I bought a blackberry curve 8320 to utilize the Windows Messenger in August,2008. I was very happy with my service but in december I started experiencing problems with my phone not been able to connect me to Windows Messenger. I went to the Tmobile store looking for help, they mailed me new blackberry last saturday 02/07/09 and this phone has the same problem. I went to the store again, they called technical support they confirmed that they are having trouble with windows messenger, they are not sure what it is, they are working on it but they cannot tell when it will be fixed. I requested the store to give me a different phone capable to use windows messenger and they gave 3 options: 1.Exchange the phone for an exact same model (this was done already and didn't work) 2.Upgate my Blackberry plan and pay for more a expensive plan (which will not solve the problem due to blackberry technical trouble, confirmed by blackberry technicla dept) 3.Upgrade my phone for a different brand but I will have to buy it!!!!

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NadiaNew York, NY

Reviewed Feb. 12, 2009

I have been a t-mobile customer since 2001, ever since I've had a cellphone, and despite occassional issues, I've been a loyal customer. I am apalled at he treatment that I received today from customer service. There has been some sort of glitch with t-mobile's service whereby all phone numbrers in the NY area beginning with a certain prefix have been unable to receive text messages.I believe that I have been patient, but it has been over a week, and all t-mobile keeps saying is we are aware of the problem and working on it. I understand that because it is a troubleshooting problem, they are not clear on when the issue will be fixed, but all they are offering me for this huge incovenience is to change my phone # for free. I am a freelance writer. I cannot change my phone #. Besides, the cost of changing my phone # would be $15. As I am never on the phone and communicate mainly via text message, including with employers, I am suffering as people do not undertand why I am not getting back to them. The cusomer service person was snappish and dismisive. I am very upset.

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T.J.JosephDecatur, AL

Reviewed Feb. 11, 2009

On January 31, 2009 I made a $200.00 payment by phone to a customer service representative. On Monday 2/2/09 I came to work and was getting ready to pay all of my bills online. The first thing I did was check my checking account to see what my balance was and recieved a shock to find out that T-Mobile had taken out $2000.00 out of my account. I called there customer care at once to find out what happend. They told me it was all of there fault and that they would get me my money ASAP. Well I called my bank because I needed my money back now. The bank (Regions) said that all T-mobile had to do was send them a fax with specific information and I would have my money back by 11AM that day. When I called T-mobile back they told me that they could not send a fax and it would have to go through the standard processes and procedures, but they would escalate the process to get it done more quickly. I wanted to know how long this process would take and he told me maybe that day but probably tomorrow (Tuesday). I did not like that answer but I said okay. Well Tuesday came and I did not recieve my money. I called back and the paper work was processed and that I would be getting my money maybe on Wed. I called again on Wed. when I checked and the money was not there and was told that it would probably be 3-5 buisness days from the day the paper work was processed before I would get my money. I told them that this was unacceptable and I wanted to talk to someone about changing my service. That was when they forwarded me to an account specialist and she was going the escalate my paperwork again to get me my money ASAP. Well Friday came and went and I called again because that was 3 days of the 3-5 buisness days and I still did not have my money. All I got was it would take 3-5 buisness days for me to get my money. At this point I think I lost my mind on the phone. the lady that I was talking to said she was sorry and that I could just vent to her and she was okay with that. Once I got done I did apologize and she said that was ok. It was not that bad because I was in a public place so I did not want to draw attention to myself. Still nothing was done. I called again on Monday when the money was not there and got the same 3-5 buisness days. Well day 5 rolls around and I still do not have my money and this time when I call I get 3-6 buisness days and a comment that if they would have mailed me my mone I would have gotten it in 3-5 days but since I wanted it electronically it could take up to 6 days. I just hung up since I was at work and did not want to get fired. So here it is Buisness day 6 and I still do not have my money and the bank (Regions) told me it is not showing to be coming in today or tomorrow so I have called again and all I got since the 3-5 buisness days was up yesterday is they will call me back. I have been calling everyone that I could and e-mailing anyone I can find. I am very disapointed in T-mobile especially since I have had service with them for 14 years, and used to sell T-mobile phones. I do not know if anyone out there can help me but if you can please e-mail me at onefst87@yahoo.com

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HeatherBrigantine, NJ

Reviewed Feb. 11, 2009

refused to send me a final bill statement,said that they already did , but I did not recieve the statement. This was caused because of cancelation of service. Told if payment not made that I would be put into collection agency.

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HeatherBrigantine, NJ

Reviewed Feb. 11, 2009

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RobertSimi Valley, CA

Reviewed Feb. 9, 2009

I purchased a T-mobile prepaid phone in Dec 2008 with a $30 rebate. A letter dated Jan 19, 2009 states that my rebate had been rejected because of an inactive wireless number, which is totally false. The rebate processor put in some fake number. I called on Jan 20, 2009 to get the rebate corrected and got a new tracking number. I have sent 2 e-mails for follow up and received NO response. I haved read that Young America rebate processors for T-mobile were pressured by their supervisors to deny totally legitamate rebates, which in my case has happened. In short, T-mobile has committed fraud and stolen $30.00 from me and I am not happy about it. I have already contact the BBB and FTC regarding this matter and will publicize this matter until it gets T-mobiles attention that what they are doing is fraud. I'm sure that this has happeneded to others and there may warrant a class action lawsuit against T-mobile.

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PeteBaldwin Park, CA

Reviewed Feb. 9, 2009

I am being charged $130.00 dollars for a defective phone that was used only for two weeks before the screen went blank. T-mobile stated that Motorola tech team did test that stated that the phone LCD was broken by myself. T-mobile incinuated that I was lying that I broke the phone. I stated that the phone screen was fading but thought because the battery was running low. I would like to take T-mobile to small claims court to get back my 130.00 dollars.

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HeatherMyrtle Beach, SC

Reviewed Feb. 9, 2009

I have three lines of service with Tmobile. When they took over suncom we had just bought new phones at 179.99 each. They said we had to because they didn't support service to the phones we had. Well my service is now even worse than what it was when I was still using my suncom phone. (which we had bought a couple months before tmobile took over at 299.99 per phone.) I either go into the store or call the 800 number at least once a week every week for the past two months. They have tried to troubleshoot the phone in everyway. When they do a service ticket noone gets back to me even though it is only suppose to take 72 hours. I have numberous dropped calls per day. Service jumps from full to NONE people calling get a out of coverage area message when they call even though I should have full service. They are now making me pay the disconnect fee per line to get out of the contract...or he said you can buy new phones...lol...like I would even waste my money.

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SandraDuquesne, PA

Reviewed Feb. 8, 2009

In January I renwed my contract with T Mobile. I put the purchase of the new phones on my credit card. They were offering a rebate on the phones. I received three $50.00 rebates on a prepaid Visa card. They said you could take the rebate cards to a bank that have the Visa logo and you can get the cash for them. Needless to say, when I tried I it was declined. I then contacted them and their answer was I don't understand why it should have went through. No satisfaction there. I was getting ready to go shopping at Giant Eagle so I figured I would just use them there. I again called before I went shopping to make sure I could use them there and they said there wouldn't be a problem. Needless to say, it was again declined. Very embarrassing! After I left Giant Eagle I again called and the woman explained to me that you can only use for a purchase of fifty dollars. If the purchase is over fifty dollars it will decline the card then be put on a 8 day hold. Example my purchase at Giant Eagle was 209.59. I put the first card through and it automatically declined the use of the card because it was over fifty dollars. I now cannot use the card for another eight days. If I want to use all three cards at once I have to make sure I separate my purchases in amounts of $50.00. I think they should make this very clear to the individual when they send you your rebate. They had no trouble putting the purchase of the phones on my charge. They didn't have to bill it in three seperate transactions to get their money. I really don't think I will ever get to use them. I truly believe that every time I go to use one of them it will be declined. I truly think this is a scam they are running. I don't understand why they just couldn't credit the rebate back on my charge or issue one prepaid card for the full amount.

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DianeOverland Park, KS

Reviewed Feb. 8, 2009

I had 7 replacement wings .

Problems with the screen, battery, flashing of the screen , phone outgoing would not work, software error and others problems.

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ErinCincinnati, OH

Reviewed Feb. 7, 2009

I started a plan on 12/28/09, I paid $25.00 to have my phone shipped overnight. When I didnt receive my phone the next day I was told by a rep that my shipping fee would be refunded, and so conveniently I was disconnected and everyother rep refused to honor that refund. In turn I cancelled my account on 12/29/08 and the phone was rerouted to their warehouse, it is now 02/06/09 and I have been on hold for 28 minutes and counting so I can figure out when I will receive my $79.33. It is truly amazing that they can take money from my account in less than 24 hours, but it takes more than 30 days to receive my refund! T-Mobile is the BIGGEST group of scam artists known to man. I strongly discourage anyone from using them.

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MagaliBronx, NY

Reviewed Feb. 6, 2009

There seems to be a problem with one of their towers where I live. Since November 2008, whenever I use my cell phone, the person on the other line hears a horrible noise but I don't hear it. It only happens when I use my cell at home. I've called numerous times and every time I call they put me through troubleshooting first althought I've already told them it's not my cell phone. All they can do for me is give me bonus minutes that I can not use because I already have enough minutes since I can't use my cell phone when I'm home.

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DaliaSan Antonio, TX

Reviewed Feb. 5, 2009

i had sprint for about 5 years it wasnt great but i never had a dropped calls until i want to change me service to t mobile big mistake.

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JohnPittsburgh, PA

Reviewed Feb. 5, 2009

My daughters Blackberry 8100's battery begain leaking acid into the phone. Corrosion inside visable and will not replace because manufactures warrenty expired. Health issue due to acid still in the phone. Consumer Relationship Superviser Richard was very sarcastic on phone and not willing to help. Only way willing to fix situation is to upgrade and buy a new phone according to him. Phone has no physical or water damage.

I sent this exact message to the BBB complaint # 22190307 Either the following day or 2 days after the compalint was sent to T-Mobile, Richard the Superviser sent a T-Mobile Dash replacment phone to my address without any knowledge to me. His mistake was that it was not the Blackberry 8100 which I was having the problem with. I never asked for a T-Mobile Dash and it came with no battery or back cover, so the phone was useless. I sent the phone back and called customer service and they had no idea how this T-mobile Dash was sent or authorized. Well from there they said they would send a Blackberry 8100 but instead they sent a brand new Blackberry 8120 and charged us for the new phone and used our upgrade option. When I called about this they said , why would we send you a new phone and not a replacement phone and not charge you. I responded by saying I never asked for a new phone, I just wanted a replacement. So they asked us to send the new phone that they sent and the orignal back to T-mobile to TRY and remedy the problem. I've had enough of T-Mobile and there is something going on in the company which is making it hell for its clients.

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SusanSafety Harbor, FL

Reviewed Feb. 4, 2009

I live in FL and travel to DC for work every month, as well as travel overseas. I selected T-Mobile because the service was represented as excellent in DC and available in many overseas countries. I am unable to complete most conversations in DC because of dropped calls at both Reagan and Dulles airports as well as throughout the city. While on my cell phone with a resolution agent with T-Mobile in January 2009 the call dropped and had to be reinitiated by the agent three times. The service overseas is not as represented. You must travel overseas in order to find this out, however. Reviewing other's complaints online reveals that misrepresented coverage is a relatively common complaint.

Lets move on to customer service. In trying to resolve this and terminate the contract, I learned the following: Although the male representatives I spoke to identified themselves as Ryan, that is not their names. My husband who is a lot calmer than I in this regard was nice to one rep and he admitted his name is not Ryan but Thomas, he just calls himself Ryan. No one will give last names, telephone numbers, email addresses, or any method of contact other than the main number should you want to follow up with that rep on resolution. You must rely on the fact that the last person you talked to properly documented the conversation so you can pick up where you left off. Not always the case. My husband has worked in the Contact Center business for many years and he told me that is generally the sign of a customer service department that deals with a lot of misled, angry customers. T-Mobile replaced the phone with a new one and that phone behaves the same way as the original. A subsequent call to Jennifer/Supervisor reveals that her coverage map shows the areas in which there have been problems shows 5 bars, 4 bars, 3 bars and areas where you can only make and receive calls outdoors. This is in Georgetown and Washington NW! The advertising coverage maps show full service everywhere all the way to the Allegheny Mountains. Attempted resolution of this issue went out over many months and many phone calls and I found few who were compassionate, and many who were downright rude. Calling T-Mobile customer service is very much like talking to a collection agent. The mindset and personality is about the same. I warn everyone away from T-Mobile. Their coverage is not as represented and satisfaction is hard to come by.

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KEast Lansing, MI

Reviewed Feb. 4, 2009

I recently canceled my T-Mobile service. During the summer I asked a representative at my local mall when my contract was up and they informed me it was done in November. Having this in the back of my head for many months I decided to cancel my service and switch to a new provider, about mid January. To my surprise I got a bill from T-Mobile that included a $200 dollar cancellation fee, remembering what the reps said at the mall I assumed it was a mistake. However, when I called to inquiry about the charge I was informed that my contract did not end until February... not November as I was told. I was a customer of T-Mobile for over 4 years and the representatives I spoke with on a the phone including a supervisor said they could do nothing about it. If I had known I was going to be saddled with a 200 hundred dollar fee that more than doubled my final bill, I could have waited less than thirty days to cancel my service. Needless to say, I feel that my complaints was not respected of validated, and no alternatives were provided to try to change/help fix the situation. I was absolutely dumbfounded and appalled. As of now, I do not even have a way of checking to see if what they claim is true; If I still had access to my account information besides the final bill, or if it was even suggested that I could get a copy of the records, would be reasonable. I got out of my contract to try to save money, and now it's costing triple. In warning, all I can say is beware.

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EricLyman, SC

Reviewed Feb. 3, 2009

Prior to visiting relatives in Maryland I thought that it would be wise to contact my cell phone company to inquire about roaming, etc. I called and spoke with a customer service person that assured me that with my T-mobile Plan I'd not have to worry about roaming fees. My wife even showed me at a T-mobile website that we had Free Roaming. I asked several co-workers if they had T-mobile and if they had free roaming. They reassured me that T-mobile offered free roaming. One even stated that he was charged for roaming, but the charge was removed after speaking with a service representative. After our trip- our cell phone bill was over $700. I talked to several different people with several different excuses and explainations that made no sense to me at all. When I asked to speak to a manager my call was somehow disconnected. I even called to arrange a payment plan and was refused. If I wouldn't be charged a fee, I'd cancel my service with T-mobile. Every since they took over my last cell company, I've had charges that I don't quite understand and can't get anyone to explain them in a way that makes sense. My cell phone number is long distance from my residence. If my children are at home- they have to dial 1 + the area code to reach me. This is another issue that they don't seem to understand when I try to explain. This prevents ill family members from calling because they can't afford a long distance call. If they call my house, it's a local call.

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LesKingston, OK

Reviewed Feb. 3, 2009

I do not have a T Mobil account. or any cell phone for that matter, Yet T Mobil continues to bill my account 80 plus dollars every month. When I contact them , they claim that one of my grown children gave them my bank information. I accepted that this could have happened the first time , but told them never access my account again without my permission . They continue to take money every month. I could change my account number but that would cause all sorts of problems for me . having had that account for years.

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JuanBaldwin Park, CA

Reviewed Feb. 3, 2009

I had my phone turned off in September of 2008 I had called customer service on October 26 to see how much it would cost to have my service restored they told me that it was going to cost me $147.00 to turn my service back on I paid it and my service turned on it worked until the first of November I called customer service and then they told me that I would have to pay another $146.00 because the new bill cycle was close to the last time I paid so in order for my service to be turned back on I would have to pay, so I payed again and the service was turned back on. December 20-2008 my wife and I want to buy my daughter the G1 phone for Christmas we go into the store and talk the salesmen his name was Sabas Martinez about what we have to pay to get the phone and what we had to pay to make our bill current. He called customer service and then he told us that we would have to pay $134.00 to make it current and for it to be 0 it would be $97.48 more on top of the $134.00 I paid the $134.00 and paid the $97.48 in January. At no point during my conversation with the salesmen or customer service representative when I called back in November there ever was the mention of a deposit to be paid. At the end of January I get a bill for $441.16. So I called customer service one more time to find out what is going on, that is when they tell me that the payments that I was making the whole time was not going towards the phone bill but it was going to a deposit that I was never told about, that I had to pay and that the $441.16 was what was owed since October because my payments were going towards a deposit that I was never told about there excuse was we did not catch the mistake until just recently. I am tired of calling customer service and getting different answers every time I call about what needs to be payed to my bill I feel like me and my wife are being taken advantage of. T-mobile cannot tell me the correct information that I need to know.

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RonLos Angeles, CA

Reviewed Feb. 2, 2009

On October 30th I ordered 2 phones from T-mobile and was given a $100 mail in rebate for each phone. I filled out the information and mailed it in on November 3rd. 4 weeks later I recieved a letter stating that I do not qualify for a rebate due to missing information on the form. I called and was told by Scott that the information was in theuir system and that I should be rrecieving my rebate in the next 4 weeks. 3 weeks later, I recieve another letter stating that I was not eligible for the rebate due to not having the right plan on my phone (this information was not disclosed on the rebate form). I called again and spoke to Amber who told me that because I did not change my plan to a higher rate plan I was eneligible for the rebate. After going back and forth with her for an hour and 15 minutes, she told me that a supervisor was going to credit my account with the $200. After checking my account a week later and still not seeing a credit I called back. This time I was told that I need to change my plan and add additional services to my phone in order to get the rebate. i stayed on the phone for another hour then I was disconnected abruptly. I called back only to be told that the problem is currently being fixed, but as of today, 5 months later I have not recieved a credit, a rebate or a phone call back from a T-mobile representative.

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GloriaNashville, TN

Reviewed Jan. 30, 2009

I am trying to change my phone because the one I have have several problems. I want to upgrade it but they are charing me 399.00 for the upgrade. they only charge 179.00 for new customers. You would think they should treat several year customers better

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BeatriceLos Angeles, CA

Reviewed Jan. 29, 2009

have gone through endless phone calls with your customer care line and have been told to register my complaint online which I have done and never received a response I am writing to you now in hopes of getting some type of positive response.

Since registering with T-Mobile it has been one thing after another I understand that we have 20 days to try out the product but when service is not consistent it is hard to tell if the product is worth keeping. I had no problems for the first 20 days I had service at home at work but after a month or so I started dropping calls in certain areas I was embarrassed to tell friends who my service provider was not only dropped calls but not getting signals were I usually had gotten a signal and it takes about an hour to regain the same signal in that exact same spot, I only get service in certain areas of my apartment. All of this was mentioned to customer care who at first thought It was the phone and transferred me to a â€œWing Specialistâ€? he had me clear out my memory etc even though I had just bought more memory for my phone, said that should help. Well it did NOT help I got busy with life and learned to live with it but a few more months went by and I was talking to my son who is also on my plan and said he was experiencing the same problems dropped calls, not getting calls, text messages not going out or coming in. I hate to go out at night I fear I might end up stranded somewhere without a phone. I want to know that I am able rely on my cell phone coverage when I need it. I am paying for a service that is not being provided to me, I have to learn to live with T-Mobile not providing me the service I am paying for. I am asking that T-Mobile let me out of my contract with out having to pay an early termination fee for two phones.

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BeatriceLos Angeles, CA

Reviewed Jan. 29, 2009

I had questions regarding my bill I called customer care to get a DETAIL copy of my statement, they informed me that they did not provide past detail copies of statements and that I was able to get detail copies going forward if I sign up for detail billing with the first statement being free and then paying a monthly fee of $5 for detail statements.

I was shocked to find out that past DETAILED statements were not made available to me at my request they said I could go online and view the daily detailed activity for the current month I mentioned how I was not looking for current month I wanted past months well the representative I was dealing with said there was no way to send out past statements, I asked that he sit on the line with me and go line per line over the past months details he claimed it was against the law and that he was not able to do so. I feel I should have the right to detail activity on my account, my card companies do it my bank does it every institution I deal with is able to give me details about my charges I donâ€™t even have to request it. All the past wireless providers I dealt with have given me details about all my charges and asked if I wanted to start receiving summary statements or electronic versions of my statement but never did they assume I would be happy with just summary statements. I received a call an hour after I got off the phone with your customer care from the same representative claiming to have a solution he said it was all available online that he would walk me through it. I went online as he walked me through getting copies of my DETAIL statements. But that was not the case I could view every month that did not have additional charges but for the months that I was being hit with charges details about the calls I made were not showing up. He said he was able to see it on his end I asked that he print it out and forward me a copy of the DETAIL statements he said I would need to pay for copies. I feel I am being charged for something that I should be entitled to receive for free. I feel my rights are being violated. T-Mobile will not provide me with details about my charges without imposing some sort of penalty. The billing period in question is T-Mobile October 20th thru November 19, 2008 and Dec 20 thru Jan 19 2008 I believe I came accross others not being able to download detail statements for those months. Please email me busybeaperez@yahoo.com maybe together we could fight this. I believe T-Mobile is hiding something who knows if I'll even get the statements promised. I have written letters to t-mobile and copies sent to Robert Dotson as CEO of T-Mobile USA 12920 SE 38th Street Bellevue, WA 98006-7305

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MadDallas, TX

Reviewed Jan. 29, 2009

I purchased a Samsung Behold cell phone from TMobile for Xmas, within one week the microphone stopped working, I returned the phone to my local TMobile center and to my surprise I was not given a new phone as a replacement but a refurbished phone. This after paying $100 and not to mention the manufacturing warranty that should have been honored. Now here is the best part; I gave the sales rep my social security number and my American Express card number to qualify and purchase the phone, only to find out that my identity had been stolen. I presume one of the TMobile reps stole my numbers and tried to assume my identity. I received a credit report alert stating that my address, phone, place of employment had been changed to an address unknown to me. I also got a call from American Express confirming my new address that I did not change. PLEASE DO NOT GIVE YOUR SOCIAL TO ANY TMOBILE REPs, AND DO NOT BUY FROM TMOBILE IF THE WARRANTY IS TO REPLACE A NEW PHONE WITH A REFURBISHED PHONE!!!!!

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JannieApple Valley, MN

Reviewed Jan. 28, 2009

I have been a T-Mobile customer since 2004 and I have never had soooo many problems with one phone. The Samsung t639 won't alert you to incoming calls if your're sending a text or searching for a photo or just sitting in a room. If the caller leaves a voice mail you will get that notification but no missed call. Now, the display screen has backwards writing from time to time and this is the replacement phone. The first phone caused me to miss so many important business and personal calls that I had to finally call Corporate becuase everytime I called customer service they wanted to go through all of their pointless steps. You can bet that I will not be renewing with T-Moblie once my contract expires. Their service is horrible when it comes to phones.

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SerriceWoodside, NY

Reviewed Jan. 28, 2009

My husband Rashard Petty and I was forced to pay an excess amount of $183 to obtain a family plan.

After Rashard and I decided to combine our two separate flex pay accounts together into a family plan, tmobile completely changed my number, cancelled my original business line and overcharged us excessively for the new plan against our will. Tmobile has caused a tremendous amount of stress between Rashard and I and expressed an unwillingness to correct their mistakes and only make matters worse whenever I or Rashard calls to resolve this matter. We are continuously misinformed about the process of changing plans, overchareged and forced into plans we don't want all the time. Tmobile makes unauthorized changes to our account and continue to harass both of us about

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TerrriWilson, NC

Reviewed Jan. 27, 2009

Suncom merged to T-Mob, My plan is $79.99 (UnPlan) + 5.99 unlimited internet access. In Dec '08 I received a bill for $832.00, Jan '09, I received a bill for 772.60, Feb'09, I received a bill for $1922.40 with $662.00 currently due & svc currently interrupted. For each month, I owed T-Mob a $100.00 or less. Each time I speak with someone at T-Mob, they are applying a bill credit, but the balance less my payment is added to the next month bill. On top of the I received harassing email messages and telephones calls make a payment or you svcs will be interrupted and 10 out of 10 times my services are interrupted.

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HindaPotomac, MD

Reviewed Jan. 26, 2009

I want to cancel my contract that if over in May 2009.

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WilliamHarrisburg, PA

Reviewed Jan. 24, 2009

After having been with T-Mobile since 2002 and having 5 phones for business..I have allowed 2 contracts to expire and switched another one to Verizon..We have had such poor service with dropped calls, poor coverage, etc over all this 7 years that I have finally had enough. I have in the past tried to work with this company but can no longer afford all my time being put into " working" with them..trying to run a business with them is COSTING me $$$. The past 2 months has been especially difficult with dropped calls and bad reception..I want out of the 2 remaining contracts and T-mobile will only let me out of 1..trying to force me to buy out the remaining contract for $200.00 This is not fair and resembles extortion in my opinion. How can I be held to such poor service!!

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ArelisNew Yoek, NY

Reviewed Jan. 23, 2009

I was charged 417.00 for the month of Februaury. I did not pay 102.00 in January but my total should've have been 200.00 or little lesser for february. I have a family plan. The amount is way too much and I never pay that amount for a cell phone. If you would review past charges made to cell phone it has always been between $80.00 to 102.00

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CarolSan Bernardino, CA

Reviewed Jan. 22, 2009

Due to the fact that after moving in July 2008 to a home in an area that had very limited coverage, 1 line could not pick up reception, the other line had only 1 bar and continuously dropped calls and had no data coverage, we switched carriers in December 2008, 1 year into a 2 year contract. I had contacted T-Mobile on numerous occasions to try to get resolution, without success. Upon receiving the final bill in January 2009, I called T-Mobile to pay the service charges and asked to have the early termination fees of $200/line waived. I spoke to Floor Coach Adrienne B. ID#850038 in the Customer Relations department. She said she could not do anything and when I asked to speak to her supervisor, she said all other supervisors were in a meeting. She gave me the fax # and email address for Robert Dotson, President and CEO of T-Mobile. I will be contacting him immediately. She also said I should go to a retail store, and that maybe they could do something. T-Mobile has no idea how to keep customers or try to win them back. I would never use T-Mobile again.

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OrlandoWoburn, MA

Reviewed Jan. 22, 2009

I called back on December 2008 to active my Flexpay account with T-mobile ($59.99 Family plan), I received my four phones and service was working fine. Today I got my first bill, I saw an activation fee of $35 for each phone which is incorrect. I called today T-Mobile requesting correction as charges are incorrect as Flexpay accounts do not have activation fees, I spoke to Tyler and then with his supervisor Matthew, none of them fix the problem and to make it worse I was told that flexpay accounts only can have two lines...the website says a totally different thing...by the way a family plan is only for two persons...since when?. Now, I am asking T-Mobile to correct this immediately. I want a corrected bill. I am sure there are more people out there with the same issue which is unacceptable.

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JayWarwick, RI

Reviewed Jan. 21, 2009

I had t mobile at home and experienced multiple outages. they tried to blame the isp when at one point they said even if there is a minor brownout, their service would be down. i complained and complained. finally i couldn't handle leaving my children alone without knowing if they would be able to call 911 if they needed to. i called verizon and got back a phone service which does not give me heart attacks worrying if my family will have the ability to call 911 if they need to. I called t mobile and said due to their inability to provide consistent phone service, i need to replace the phone service. Tehy said regardless of thier lack of service, i will have to pay a $200 termination fee as well as eating the $100 modem. these people are thieves and are demanding fees regardless of their lack of providing service. they should be stopped financially badgering people when they fail to provide the service they are not providing.

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WinstonTemecula, CA

Reviewed Jan. 21, 2009

I have been billed by T-mobile for minute usage that the plan indicates are free. I made several attempts to have the customer service rep. look into the matter but was turned away with rude and uninterested attitudes. I questioned my billing cycle and no one could get it right. I paid a $76.00 bill in jan. 2009 and my billing cycle starts Jan. 15. Two days after I paid my bill T-mobile cut my phone off stating that I owed 173.00. From Dec.15 - Jan. 15, and they have record of my payment but still insist that I'm at fault for this bill.

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FeliciaRaleigh, NC

Reviewed Jan. 20, 2009

I was not happy with company.I was suppose to get a rebate back in the amount of $50.00 and I get a letter in the mail stating that i'm not eligible for the rebate. They lied. Then they put all these outrageous fees onto my bill so I terminated both lines and one of the lines I've had over the amount of time and they want to charge me $400.00 for both lines a ETF. I wish someone would start a class action suit against them.

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E.L.Winder, GA

Reviewed Jan. 20, 2009

We have been with T-mobile for a little over a month. Our first bill was due on 12/25/08. Seven days after the due date, our phones were turned off. No where in the materials that were sent to us via e-mail or in the paperwork we received with the phones, does it state that you only have seven days to pay the bill. They charged us $20.00 to turn the phones back on and refused to let us speak to anyone in customer service until the bill was paid in full. The service is horrible; dropped calls, delayed voice mail and text messages, no bars - even at our home. Half the time, we miss calls because the phones do not even ring. The customer service is rude and down right deplorable.

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NeilHollywood, FL

Reviewed Jan. 18, 2009

I have 3 lines with T-Mobile. On several occassions they have added features that I have never requested, or put a feature I did request on the wrong phone. I have called many times to have these features removed. I am promised they have been removed. Then, when I go back on-line to glance at my bill, I find the features have not been removed.

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KathleenVacaville, CA

Reviewed Jan. 15, 2009

I just want to know if it is legal for this cell phone provider to when I added on minutes to my family plan and agreeed to pay the additional 9.99 for the additional 200 minutes, then turn around and tell me that she wasn't sure if tmobile will charge an additional 10.00 to my current text messaging amount of unlimited for 9.99.

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DanaSpringfield, MO

Reviewed Jan. 15, 2009

T-Moblie has made thousands of dollars off my family. The first problem we encountered was a year ago, when my 14 year old first received her telephone. In the store, the sales agent discussed downloading music with her. Over $1800.00 dollars later (in two bills) we discovered she downloaded songs over $2.99 each and SENT THEM TO FRIENDS which were additional charges. Think T-Mobile notified me how far we were over over our standard $90.00 monthly plan? Of course not... now, I have received a bill for $484.00 which were text messages she received from 4 friends at .20 cents a text. I hate T-MOBILE!! they don't care at all and even stated to us in the local store on E. Battlefied this is how we make our money. We can't even get service on our cell phones in our actual home!!! I need to write to congress and ask for a bail out just to afford my phone. And-my daughter will never have one again until she is working full time and then it will be with a prepaid card... on her own dime.

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RobDickerson, MD

Reviewed Jan. 15, 2009

I called T-Mobile to disconnect a line that was out of contract. I was going to get an iPhone from AT&T. I was switched to the Retention Department to try to keep me as a customer. I decided to give the Blackberry Flip a try. The conversation was recorded and I was promissed a Blackberry Flip in black color for $179.00 no rebate, waived $18.00 upgrade fee. I received the phone prompty. When I opened the package it was RED. Not the end of the world. I called to confirm the price and was told by Customer Care that it would be $249.99 + $18.00 upgrade fee. I told them to play back the tape that it was $50.00 more than promissed for the phone and that the $18.00 fee was to be waived. T-Mobile said they had nothing that indicated that and No REcording exists. I told them to give me a Return Authorization that I was sending the phone back. They assured me I would not be charged an ETF.

I mailed the phone via USPS delivery confirmation and insured. 2 weeks later T-Mobile states they didn't receive the phone back that it must have gotten lost in the mail. They are billing me for the phone and an ETF ( early termination fee of $200 ) because they said I am under contract. I gave them the tracking number which clearly shows it was mailed. So I am being billed $434.00.

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JenniferSacramento, CA

Reviewed Jan. 14, 2009

I purchased a phone with a 50 dollar rebate. I explained to them that rebates dont work and was assured that they never have any problems, the sales person even filled it out for me. I sent it in and got a rejection letter about a month later. I called the actual store and I talked to a lady and she called the rebate co. and called me back to say that is was all takin care of, Then about 2-3 weeks later I get the same rejection letter. I call the store again and talk to Rob, who called the rebate company. He called me back and said the rebate I submitted was not in effect at the time of purchase. I explained to him I was sold that and someone was going to give me the 50.00. I am supposed to receive a credit off my bill. But why is it that they sold me a phone with a rebate that was not in effect. Also when the first lady called she said everything was fine. then later it wasnt? Very odd to me.

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JohnPlantation, FL

Reviewed Jan. 14, 2009

A T-Mobile store sold me a Data Card and phone line to use with the Data Card knowing the Data Card would not work and it was never activated because it was not compatable with my Dell Inspiron E1705 Laptop Computer. When this was brought to the salesman's attention, he laughed in my face and told me he knew when he sold me the Data Card that it wouldn't work. He further said that since it was now six weeks later that had elapsed (a fact he knew when he sold me the card - I had told him I would be on the road working on line for over 3 weeks) I had no recourse. I had the same response from T-Mobile directly.

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ManolitaChicago, IL

Reviewed Jan. 13, 2009

I puchased and started service with t-mobile on 10/2/2008. My bills are all paid in full and on time. Tmobile billed me for an additional $90.52 claiming that they had no record that I paid for the first month of service. I spoke with several service reps, some who claimed to be supervisors trying to resolve the matter. My service was suspended on 1/10/2009 for non payment although I have bank statements to back up that I have paid. Monday 1/12/2009 I called tmobile at 7:00am trying to resolve the matter because I have small children and need to be reachable at all times. I spent 4 hours trying to resolve the matter which was an error on tmobiles part. After I gave Elizabeth, a supervisor, the bank confirmation number for my payments, the only remedy that she offered was to call the bank herself to verify instead of using the bank confirmation number which I gave her. She proceeded to argue with the bank representative when he confirmed that tmobile did recieve electronic payment from my account.My service was not restored until 1:30pm Monday afternoon. For my inconvenience I was offered 50 minutes of air time that I had to use in one month or lose. I have 1000 minutes and never go over. I have no use for 50 additional minutes. I asked for my bill to be prorated but was refused.

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SandraCranbury, NJ

Reviewed Jan. 13, 2009

does not notify me when my text message or minute bundles go over for the month, instead of $5 to change the plan they do not notify me and charge me $80 for the same service because the plan is a different name

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KathyCleveland, NC

Reviewed Jan. 13, 2009

First of all I went to Carolina Mall and I saw Suncom so, I went to ask them about thier service and they gave me a price and I thought that would be good I have had nextel and Verizion and they never charged me for incoming calls so I thought all companies did that. They told me all kinds of things that I found out later when I went complaind about them giving me a italian phone and i went to t-moblie in salisbury and they told me that they were not even your employees they are a company of thier own that helsps you or screws you by lying. Everything I was told I told them and they told me the truth about them by the way you have a grest team there. but, I got a 245. bill and I went to talk to them and they said thier was nothing to to about. so, I changed to t- mobile plan but, on dec 8th I called to see if someone could help me with this bill and they said no so I talked to a manager and she said they couldnot do anything about it and I said if I would get charged for closing this account I would close today. The supervisvor stated that I could cancel without a disconnect fee and I ask 3 times is she shore and she siad yes you just pay your last bill and I kept asking her and she stated no cancelation fee so, I told her give me ady andf cancel my service becaus I want to keep my number and I need to get another carrier so, after I talk to her I went to Alltel and I was canceled from you Tody I get a bill saying I have a canceling fee to pay for it . I caled and they said the lady said different her writing. I asked that they tape and to pull it up but, they wouldnt and they would not let me talk to that supervisor. We need to get this straight because I have been lied to all along and i cant get any thing done by you I will have to take it to action news nine to help me with this. I am very upset about this I cannot stand for some to tell me something and not be the truth because If she said I would have to pay a cancelation fee I would have ner canceld my deal. my number is 704-202-0689. I want this taken care of immediately and I will tell you I will not pay this and i will go to the news about this I am tired of companies doing stuff like this to get peoples money.

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EdithBellevue, WA

Reviewed Jan. 10, 2009

I started getting dropped calls about 10 days ago. This happens on every call, about 1-2 minutes into the call. Sometimes I'm able to call the person back, sometimes not. When I do reach them again, the next call is even shorter before disconnection. Every day I've called T-Mobile for help with this problem. I've even visited the T-Mobile store twice and let them tweak my phone. They've run checks on my phone (found nothing wrong) and even replaced the SIM card (didn't help). I've heard every excuse from them from...It's a tower problem that will be resolved in a few hours...to...It's probably your phone or the phone/service provider of the person you're calling. However, my battery is fine, my phone works otherwise, I'm getting all the bars, and (interestingly enough) I'm hearing from other T-Mobile users that they're experience the same problem. Needless to say, they won't let me out of the contract but you can be sure that I'm NOT renewing it again!

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JeffreyMissouri City, TX

Reviewed Jan. 10, 2009

I was billed $100 for switching out a phone in which I was told the warranty covered. I called in inquiring about my insurance coverage. I was immediately redirected to T Mobiles department involving warranties. They explained to me that my warranty had not expired, I was covered by the warranty. Now I've receive bill for a $100 claiming water damage to my phone. My phone has not been subject to any foul play of water damage. I spoke with a representitive who explained to me the mere moisture in the air could set off indicators in the phone that implies water damage. That was not explained to me prior to sending my phone in to them.

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KathrynSalt Lake City, UT

Reviewed Jan. 9, 2009

Back in December T-Mobile was called and unlimited Texting was added to 2 of my lines. Last week I received a bill for $490 in usage charges. I talked to a customer service rep and he admitted that a footprint was left on there sytem and a call had been made but no changes had occured and SAID, You must have forgetten to ask for the upgrade.

I got him to admit that this was not the case and a mistake must have been made by the T-Mobile associate. He went to speak to a supervisor which advised him to give me only 20% of the usage charges. I said NO, I want this charge taken off. The supervisor got on the phone and lied saying that no call was ever made to upgrade and when I confronted her she backtracked and admitted that a call had been made.

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LizaPhoenix, AZ

Reviewed Jan. 7, 2009

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.

It is unfair and simply wrong that this company, who I've been a loyal customer with for 6 years, would not exercise more responsibility to protect their customers and have taken notice of such abusive call patterns and put a freeze on my phone until they could verify it was me making the calls, just as a credit card company does. Certainly, we as customers have a responsibility, but what laws are in place to protect us in times of fraudulent and abusive calls that cause economic hardship and potentially exorbitant financial liability? Some laws for the consumers need to be created, implemented and enforced!

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ReynaSanta Ana, CA

Reviewed Jan. 6, 2009

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.

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KathleenMarcellus, NY

Reviewed Jan. 6, 2009

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.

My son went off to college with his phone. Bills arrived monthly and were paid via the internet. He called home using a friend's phone in September to say the service was suspended again. I spent hours on my home phone trying to get a hold of any human who could tell me what was going on. My bank was reporting that the electronic checks were cashed by T-Mobile. T-Mobile did eventually admit that they'd been crediting my checks to the wrong account.

After much time on the phone, I just told my son to go get a phone from a store in the town where he attends college and we'd give up on T-mobile. I felt that to keep sending them money every month when they couldn't keep track of what acct. they were putting in into was risky. They are trying to charge me a cancellation fee of $205. I feel that since they terminated my service, I don't owe them. If anything they owe me for the time I spent on the phone w/ machines. They have sent the bill on to AmSher collection agency. I really feel that T-mobile owes me.

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JoanBristol, WI

Reviewed Jan. 6, 2009

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.

After my call to T-Mobile on 12/5/08, I received another bill for $66.90. In addition, on 12/23/08, I received a call from T-Mobile about my delinquent account? I asked to speak to a customer service manager and went over all the previous information. She agreed that: 1) I did not owe T-Mobile any money, 2) she would credit my account, and 3) she would send a letter to me stating that I did not owe T-Mobile any money so I would have documentation. She said I would receive the letter within one week.

It's January 5, 2009; I have no letter as previously agreed and I have a new bill for $21.60. It appears that I was credited for the original $66.90, but I now have a new charge of $21.60 for MyFaves (never signed up for this) for ** (not my phone number). I have now spent well over two hours trying to clear up a return with T-Mobile that was properly conducted on my part. I would like to have the matter completely cleared up and I would like to be reimbursed for my time. I am a medical writing consultant and I bill at a rate of $76.00 per hour. Is there anything you can do to help me? Thank you.

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MohammadCleveland, OH

Reviewed Jan. 5, 2009

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:

I was sent a first bill that was charged since April 27th. No activation fee was waived as promised. I was charged with $70. In the month of October, we checked our minutes on the cell phone and it showed enough balance, but we were sent a bill that charged us for 70 extra minutes amounting to $35 approx. Today (January 5th 2009), I was forced to pay all the extra charges by blocking the outgoing call facility. Calls were not even directed to customer services without making the payment.

I have made all the payments in anticipation of justice. Please help me out by arranging a suitable compensation for all the trauma and loss of time that I have experienced. Being a scientist, it's very detrimental to my performance.

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SanaaPlano, TX

Reviewed Jan. 5, 2009

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.

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VincentWestminster, CA

Reviewed Jan. 5, 2009

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.

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ChristaLas Vegas, NV

Reviewed Jan. 5, 2009

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

I am writing about an experience we have been having with T-Mobile. My wife and I had a family share plan with them for almost 2 years - 5 lines total. This will be important in a minute. Since October 10th, 2008, my wife's phone and my phone only work intermittently. It is not an issue with the phone or reception. It is a network issue. When people call, they are told that the number they dialed is disconnected or no longer in service. They cannot contact us and they cannot leave a message. They can only wait to get through to us again later or hope we call them or be lucky enough to reach us at home. Sometimes these outages would go on for days at a time where we would not be reachable on our cell phones. People could not call us and we could not contact each other.

To this day, T-Mobile does not know what the issue is and could only offer us two resolutions. First was to get new numbers (our phone numbers are almost 10 years old. MANY people know them) or second was to switch carriers. Switching carriers was actually an option that was offered by Brian in tech support on 12-4-08, when my wife was spending one of her many long time hours on the phone with T-Mobile trying to resolve this issue. When it happened again (we have lost count of how many times this has happened) on 12-31-08, it was too much for us. We switched to another carrier. We had our numbers ported over and everything appears to be fine. No reports of our number being out of service.

We called T-Mobile and told them that we thought it would be fair if we paid our final bill and paid the termination fee on one line because we had just received a promotional offer on a new phone for that line, but that they should waive the fee for the other 4 lines since we were having so much trouble and their tech support had offered it as an option. The best that Robert ** (ID #**) could offer was to waive 2 of them. He said that if we read our terms of service, it says that we are not guaranteed(?) service. Now I could understand not being guaranteed reception on a cell phone, but I am supposed to accept that T-Mobile expects that people being told your number is disconnected is up to par as far as they are concerned. That is totally unacceptable to me. But according to Robert, it is within T-Mobile's Service Expectations.

I would like your advice on who to contact at T-Mobile to resolve this. I also want make it known that, apparently, if people receive a message that your phone is out of service and it is an issue that you are having for MORE than three months... T-Mobile will just point to their contract and say, "Sorry, we don't guarantee service. Don't cancel your service though or we'll charge you $600 in termination fees." I also want to report this to the Better Business Bureau. I want to make as much noise about this as possible. I cannot BELIEVE that T-Mobile would offer such poor service!!! Tell me anyone else you think I should tell about this and I will.

Remember 3 months. We have been having this problem for 3 months and they could not fix it. We feel that we gave them more than enough time to resolve it and are tired of it looking like we don't pay our bill or something when people call. Remember THEY even offered switching to another carrier since they could not seem to figure out how to fix it. We have copies of all of our bills, names and dates of everyone that we spoke to if that would help. But I just hope you can tell me how to proceed or who to contact about this. Thanks for listening.

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RobertEdgewood, NM

Reviewed Jan. 4, 2009

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 have gone into the store, had them run through fixes, got the the phone and had them go through fixes - with no fix. They are blaming the Alltel network, but if I take the SIM card out of the Sidekick and put it in a Motorola and ask my friend to send me a pic, it comes in clear as day. They say now they are going to replace the phone but they want me to send the phone in. They wanted me to drive back down last night after I had just come from there to get a temp phone. We went today and there are no temp phones available at all in Albuquerque. Could they have checked that before sending me back and wasting more time and money? Before offering a temp phone, they wanted me to be without a phone for 10 days!

I have 5 children - 2 with special needs - and they want me to be without a phone. There are no temp phones so I am still supposed to be without a phone, I guess. The T-Mobile store today told me they are supposed to send the phone to me and I am to send it back but the call center says that I need to send mine first and wait for them to send it back to me. Also every time the phone is turned off and then back on, I get a full message screen and messages back from October pop up every time - bad reception.

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JuanLos Angeles, CA

Reviewed Jan. 3, 2009

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.

I would really like to know what I can do in this case. I'm already tired of calling this company, and the situation is getting more confusing to me because now this agency is calling me and sending me bills for me to pay IMMEDIATELY. I would appreciate if someone can give me an advice or tell me where to go to do something about my situation. As a U.S Citizen, I have every right to fight for my rights and what's even better, to get help from you guys and make my rights count. Thank you for your time.

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ThomasKentwood, MI

Reviewed Jan. 3, 2009

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.

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JuanLos Angeles, CA

Reviewed Jan. 3, 2009

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.

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BettyKennesaw, GA

Reviewed Jan. 3, 2009

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.

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YolandaPomona, CA

Reviewed Jan. 3, 2009

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).

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ElizabethDeltona, FL

Reviewed Jan. 3, 2009

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.

For example, in November I went over by 109 minutes, which isn't cheap at .40 per minute. I called around the 29th of November when I couldn't accurately calculate my usage. The rep told me I had 150 minutes or so left to use. She however failed to mention the fact that it had not updated in the last 36 hours, so I used up those minutes and then some extra because I wasn't told how long ago the minute usage was calculated. This month I had 1,500 minutes per my plan and 125 bonus minutes. I kept checking my minutes and it said 1500 minutes used. It didn't say anything about how many bonus minutes I used. I kept checking it and it said nothing about the bonus minutes used. But I ended up not only using all those minutes and 10 more.

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BrittanyLebanon, PA

Reviewed Jan. 2, 2009

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!

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Pedur1Lancaster, PA

Reviewed Jan. 2, 2009

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.

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LisaMount Juliet, TN

Reviewed Jan. 1, 2009

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.

Imagine my surprise when I called on 12/30 to remove those 2 phones from my account and I was told I made a VERBAL agreement that day to a one-year extension. It baffles me how she could lie like that KNOWING how upset I was over the SideKick mess. My husband's SideKick track ball started messing up at 7 months... No, they were no help on that either.

I spoke to not less than 4 people and finally the supervisor who was listening in on the call with customer rep, Kim, agreed to speak with me. Alex got on the phone and said they "have to believe what their employees put in the system and that she said that I verbally agreed to a one year extension". I asked her IF that made any sense when I was so upset over the SideKick deal. Apparently with T-Mobile, not only is the representative always honest and correct, the customer must be the liar. Amazing!! We have been with T-Mobile almost since they started putting up with poor connectivity because of the promise of better service.

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MarniAustin, TX

Reviewed Dec. 31, 2008

I bought a new phone with T-mobile in march 2008 as a pre-paid customer. In July my phone suddenly locked up and I the key pad nor any of the buttons would work. I called T-mobile customer service and was told that they had to trouble shoot. Ivy, one of the representatives troubleshooted and couldn't find what was wrong with the phone. She gave me a certain return code number and told me to send the handset back minus the battery and the sim card and the back of the phone and because my phone was still under warranty I would receive a new phone. I sent my phone back and called to get the status of the phone. The customer service rep told me I would get a used phone back. I told him my phone was under warranty and I should receive a new phone. He corrected his statement and apologized and said you're correct you should get an new phone. I called back and was told by another rep. I should receive a new phone.....I called back about 7 times because of the different information I was receiving. I finally spoke with, George one of the Supervisors who told me they didn't send out the model phone I had, which was a v195 in blue, Motorola. He said they would send one that's comparable but a used phone. I told him that my phone was under warranty and should receive a new phone. He told me he would talk to his manager and get with me. He never called back so I called back and after talking with a rep who tried to tell me I would receive a near new or new like phone I finally was able to speak with another supervisor, shawn. I told him my story, he apologized for the inconvenience and looked up the phone. He told me that they do send out the v-195s phone and doesn't know the other supervisor said that. I found out that George did not even work in that unit.

So shawn told me he would be sending out the v-195s Motorola. I said Shawn let me understand. You are sending a new v195s Motorola to me and I will receive it in 7-10 days. He said yes. I said o.k. I received a used phone from t-mobile and it has static and it is difficult to get clear reception as I am talking on it. I feel that T-mobile is very deceptive to it's customers and makes it a point not to do what they say they will do. After receiving the used problem phone, I called t-mobile once again and was told by the rep that they can send out a new or used phone at their discretion. If I knew that I would not have sent my phone in for fear of this happening and receiving a bad phone. Why would I want someone else's headache. My resolution would be to get my money back or get a new phone so that I do not have to go through this anymore. Thank you Marni Montanez I recieved the phone after Poncho telling me he was sending me a new phone. when looking at the quick notes i found another person's messages on it. therefore realized it was not a new phone as Poncho promised. I called Poncho and informed him that it was not a new phone again. it was a used phone and that another person's messages were on it. He called back and left a message saying that it was a new phone. He said he confirmed it with the department that sent it out and they say said it was a new phone. I returned his call and said Poncho, it isn't a new phone. it has someone else's messages on it. He started yelling and saying I confirmed it with the department and it is a new phone and I consider this case closed and because he was yellling it hurt my ears and I hung up. I feel that T-moble has lied twice to me telling me they would send a new phone but other person's messages are on it. It is a great hassle to keep sending phones back and then finding out I was lied to once again. The only way I would consider this matter resolved is if T-mobile sent a coupon for me to purchase a cell phone at a nearby store. I do not trust T-mobile or Poncho and his unprofessional behavior. I beleive that a person in a business yelling at a customer shows me that he is not in the position he is in to deal with the public.

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FatimaPawcatuck, CT

Reviewed Dec. 31, 2008

I upgraded my cell phone via t-mobile website. Special offer stated $100 rebate. Order summary price also displayed $100 rebate. Once I received the phone I mailed rebate application, 2 months later I received a $50 prepaid card. Looking back at the application I noticed that $100 rebate required purchase by 30Sept (my purchase date was 04Oct) So if my order didn't qualify for $100 rebate then why was it listed on the orders summary when I entered by credit card? I feel as if I was deceived by T-Mobile, lured into a contract based on false statements and should be honored the full rebate.

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FatimaPawcatuck, CT

Reviewed Dec. 31, 2008

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LeslieMaricopa, AZ

Reviewed Dec. 31, 2008

My name is Leslie Weller. I received a handset exchange from t-mobile. I informed them that I didn't receive a return label and I needed to send the broken handset back. I called to request a return label and was told that it would be sent to me within 7-10 business days. After a few weeks of waiting for this return label and not receiving it. I then called t-mobile back and told them that I have still not received the return label. They said they would request another return label to me and I should receive it within 7-10 business days. I got a call on 12-9 informing me that they still haven't received the handset. I then called back and talked to a female rep who said they were aware of the issue and she saw where I had requested the return label 2X's before and it should be on it's way in a few days. I informed her that I didn't want to be charged a restocking fee and all I wanted was to be able to return the bad handset back. She told me that they were aware of the issue and I wasn't going to be charged of the restocking fee since I was waiting for the return label and still haven't received it. She also told me that due to the inconvenience she was going to add another 200 minutes to each phone and they wouldn't expire til march of 2009. I called again today on 12/30/08 and talked to the representative who told me that the label was never submitted to be sent out to me and that I was now being charged a restocking fee and there was nothing she could do about it. I then talked to the supervisor Tyler who wasn't nice about the whole situation that I had explained that I have been waiting for the return label to send the phone back. He had asked me why I hadn't bought one from UPS. I informed him because I have been waiting for the label that I have requested several times and kept in communication with several reps before whom have told me that it was on it's way. He said that he was not going to waive the restocking fee because I should have bought the label and returned the phone. I told the supervisor that if I had known I could have bought the label or made my own I would have done so but no one informed me of that until this phone call now. He told me that was my problem and wasn't going to help me. I have been a t-mobile customer since 2000 when they were voice-stream. I do not feel like I am being treated like a valued customer when I have been trying to send this phone back and no one has assisted me in doing so. It is not my fault that I was told the label would be to me withing 7-10 business days 3 times and then I find out that no one submitted it in the first place.

Sincerely,

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JulianneVentura, CA

Reviewed Dec. 31, 2008

I have been with T-mobile for almost a year. Our contract is up in two months, but not soon enough. They say that they have great customer care, but even though they are polite, they are useless and rarely solve any problems. Even though they sent a technician out to our home who admitted that our service is poor, they refuse to let us out of our contract. We have not had adequate service since we joined and they refuse to admit it. They have no proof that we have gotten service and have not made any effort to help. They have lied about sending technicians, quoted prices and then charged much more, lied about their policies and even cursed at us over the phone. They charge more than any other company to stop service as well. This is a company I will not endorse under ANY circumstances and tell people how awful they are every chance I get.

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MikeSt Anthony, MN

Reviewed Dec. 31, 2008

I upgraded my phone on-line.(1st mistake) T-Mobile despite having the correct phone model on the shipping form actually shipped the wrong phone model. I called them for return authorization and mailed it back via USPS (second mistake) Priority Mail with documentation. I paid the shipping. T-mobile did not require insurance and I was not going to pay for that too. Needless to say the USPS lost the phone. T-mobile charged me for the phone, and ultimately disconnected my service for refusing to pay for a phone I do not

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KatiaNorth Miami Beach, FL

Reviewed Dec. 30, 2008

I would like to request your assistance regarding my T-Mobile bill, period October 10th thru November 8, 2008, where I am being charged over $6,000.00 for my monthly service, most of the charges resulting from roaming data usage on October 15, 2008.

I would like to point out that I had been a T-Mobile customer for many years and always traveled and I had never experienced any issues with roaming data usage. The entire time I have been with T-Mobile, my average phone bill was about $250 to $300 maximum. I am based in Miami and travel often to the Caribbean. I traveled to Barbados on mid October and there I was charged a massive amount on roaming data. On one specific day, October 15, I was charged close to $5,000.00. I was using a Blackberry Curve 8320 phone while I was there. Most charges were charged for roaming with local carriers C&W and Digicel. I can not agree to the charges since I was in a team building event and barely used my phone. I have plenty of people that can testify that we were not even allowed to use the phone/PDA on that day. I have called and spoken to their customer care personnel but unfortunately we can not reach an agreement on this issue. They had offered a $1,500.00 off to settle the bill, however, I can not pay $4,500.00. I have always paid my bills on time and I have a good ranking credit. Unfortunately I can not pay for this bill as I did nothing to be charged this absurd amount. At this time I will not compromise to anything over my average monthly price which is around $300.

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MarlynForest Hills, NY

Reviewed Dec. 30, 2008

t-mobile provides very poor cellular service. frequent drop calls, echo efect and interrupted service

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LarryLynn, MA

Reviewed Dec. 30, 2008

I filed a claim online that did not go through. Got a message that said I need to contact T-Mobile and a phone number. I call the number provided and got Asurion.

I explained that I my daughter's phone was broken and the online system did not finish processing my claim. I filed the claim for Dec 19th online but when talking to the rep I said the phone was broken sometime between thanksgiving and Dec 19, well guess what date she put down, Nov 26. You can't file a claim because it's past 30 days, I was told. I said my original claim online was Dec 19th, and it was not past 30 days. She said the phone was not used for over 30 days, I said the phone could have been off because when My 15 year old acts up, the phone gets taken and is not used for days at a time, and that's not accurate. I told her I wanted to file a grievence, I was put on hold and the connection was lost. I called back and my original claim that was for Dec 19 which was filed online, was not found. I did get a confirmation email but it had no infofmation regarding date, time, claim etc.. just a claim number, which according the the rep points to the Nov 26 date.

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GeorgeLithonia, GA

Reviewed Dec. 29, 2008

For more than 30 days I have been trying to get a detailed invoice for the billing period of October 11, 2008 - November 10, 2008. All of T-mobile representatives say the same thing. They try to explain why there is a overage without explaining how the first 2000 minutes were consumed. Once I finally get the point across that I need to see the complete invoice, they tell me how simple it is to go online and look at it, until they try and find out that it is not available online.

Over 3 weeks ago I was promised that a detailed invoice would be sent to me but as of today, December 28, 2008. Although I still do not have an invoice, I have paid the standard charge minus the alleged overage. If T-mobile is unable to supply the detailed invoice, which defines my consumption, then I cannot agree to pay any overage charges. This has gone on too long. I was told that in October T-mobile sent out a letter indicated that they would switch all customers to a summary billing unless they wrote in and requested to stay on the detailed billing. I last called on Dec. 27th and ended up talking to a technician named Mike who finally understood the problem but said it would take him a few days to fix the online output to show my complete invoice. He assured me that he would make the necessary notation to avoid service interruption. I talked to the billing division who indicated that I should pay the amount in dispute and I would receive a refund if the dispute is resolve in my favor. Mike indicated that an extension would be requested for more time to resolve this dispute since my record showed so many calls in an attempt to correct this problem. On Dec 29th my service was shut down. Did you know that if you call the automated system after a shutdown the automated system tells you that you can not talk to a human until you pay the disputed amount which is overdue. I had to make a trip to a nearby store to use their connection. For the seventh time I explained the situation and 35 days later +/- I was promised yet again that there would be a rush put on getting me an invoice. Although they understood all of the notations made on my account and that I had a good track record of paying my bill, they could not restore my service. They transferred me to billing and I immediately ask for a manager. I was told that the hold time would be 45 minutes, meanwhile the only thing I could do was to pay the amount in dispute and get a refund once it is resolved. I have 3 family members on this plan, 2 of with have no other means of communications. As much as I regretted it, I paid the ransom. POOR, POOR, Customer Service! I am looking for an alternative.

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JosephJacksonville, NC

Reviewed Dec. 29, 2008

Requested to cancel contract when SunCom turned into T Mobile. I went to the local store and was put on the phone with their Customer Service Reps. I was told that I had to pay the remainder of my monthly bill. And I could take my phone numbers with me. I walked out of the store thinking my dealings with Tmobile were finished. That was November 2008. I just recieved a phone call today saying that I owe $837.85 for termination fees. I asked for a copy of the contract to be sent along, and was denied. I asked for the CSR's name and she refused, she just transferred me to someone else. Yolanda was the next person I spoke too and she only told me to pay the money or become a customer again. I asked to be transferred to a manager, I spoke to Maggie, who told me that they didn't care how long I was a customer, that I owe them the $837.85, and that the only way to not pay it was to become a customer again. I had a plan with SunCom for 8 years. I only ever increased the plan and services as I added lines, for a total of 4 lines. I am an active duty military Marine, and treatment like this is not what I would expect from someone I have done business with. When Tmobile took over there was no grace period to make sure the customers wanted Tmobile. I do not or I would have picked them 8 years ago when I picked SunCom. If there is a remainder for services on my bill, I would gladly pay, but the termination fee is something that after 8 years as a customer I shouldn't have to pay.

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BarryOcala, FL

Reviewed Dec. 29, 2008

INACURATE AMOUNTS BILLING AND OVERBILLING CAUSED US TO CANCEL 3 ACCOUNTS AND SWITCH 15K BUSINESS TO ANOTHER CARRIER.

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BarryOcala, FL

Reviewed Dec. 29, 2008

INACURATE AMOUNTS BILLING AND OVERBILLING CAUSED US TO CANCEL 3 ACCOUNTS AND SWITCH 15K BUSINESS TO ANOTHER CARRIER.

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RobertHenderson, NV

Reviewed Dec. 29, 2008

T Mobil charges way to much for their service thank God I got away from them now its just a reap-off.

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AbhilashaWoodhaven, NY

Reviewed Dec. 28, 2008

We have taken a contract with T-Mobile and on one of the number i got Motorola ROKR phone and since beginning that ph giving me trouble. So finally after 3 exchanges with t-mobile with the same phone i asked for a different model. And first they said that they cant do the exchange with a different phone. Then i went to a dealer where i got the phone from but when he called then they said they gonna give me the cheap samsung phone, but the phone i have is worthed $400. So i asked t-mobile to give me something similar or equivalent to that price. But they were like no we can exchange again and you have to pay $10.00 for shipping also but i was just about to ask her name to complaint but she just hung up on me which is very unprofessional and not acceptable. And when that dealer saw that customer service hung up on me he was surprised too. I am giving you his number also if you have any further concern about this case.

AW MOBILE 718 846 8700 I am in total fix as my phone does not work and causes me undue stress, frustration and mental agony as i need to keep in touch with my 9 year old son form work. Which makes me helpless for no fault of mine. You are requested to kindly look intio the matter and have this issue resolved most amicably.

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EileenSelden, NY

Reviewed Dec. 28, 2008

I called T-Mobile to inquire about cell phone use for out of the country. My son had a business trip to London and I asked the representive,What do I need to have my son be able to communicate with his phone to call home. She said. You need to be connected to the foreign plan. I asked, How much does this cost?

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RichardPuyallup, WA

Reviewed Dec. 27, 2008

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?

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JamesGoodyear, AZ

Reviewed Dec. 27, 2008

Poor or no t-mobile reception, when Tmobile tells me their service is good. it takes me dozens of calls to make one phone call - even then, the phone drops my calls all over Phoenix Metro area. From my home (tmobile store 1-mile away)reception is non-existant, even though the coverage map shows excellent coverage. I am told for more than 4-months that the problem is temporary and they are working on fixing a tower problem. I am not able to use my phone, but tmobile insists than I pay my bill and I can't cancel my service without paying a $400 early termination fee. I want to suspend my service until they fix the problem - Tmobile says no-way - I must keep paying.

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CherylMaple Grove, MN

Reviewed Dec. 26, 2008

I try to replace a phone I purchased for my son in December from T-Mobile store in Maple Grove. The phone was found to be defected. I checked on line to receive a replacement, and bu mistake ordered a new phone with new service. I try ti cancel it 5 times the same day. The customer service people told me I would have to refuse the phone, then call T-Moble back to get a refund. This was all done on December 5th. It is now December 26th and the charge for 73.40 was taken out of my account on December 6th. T-Mobile has the returned phone. But, they will not give me my money back. I spoke to a Theresa on Dec 26th, and she disconnected me. I had to call back, and now I have been on the phone for a hour, for a service I do not have

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JosieSalem, MA

Reviewed Dec. 26, 2008

While I was away on vacation I made some roaming calls with my G1 phone. When I received my bill it was gor $997. I knew that I was responsible for the calls, but there where some internet charges specifically one for 46mg that cost $754. That I did not use. After fighting the charges I was able ti clear them, but I was suppose to wait for it to be approved buy a higher manager. The following day my service was disconnected and I was told that I had to pay, because even though they are aware that this phone has been having problems connecting to the internet on its own I would still have to pay the $997.

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JudahBuena Park, CA

Reviewed Dec. 25, 2008

We gave up our land line and signed a 2 year agreement for which we paid our daughter in advance. Two months have gone by. We've had problems with our Ambit modem and the Netgear router needing rebooting every so often in order to receive calls. About a week ago, the phone began to have loud static, something like X-Files Mulder and Scully Static. We could not receive or make calls.The internet continued to work. I spent all day with tmobile trouble shooting the problem. After a marathon session, they said someone from a different department would have to do a trace to make sure that AT&T (the original carrier that we switched from 3 months ago and terminated was not messing with the lines). The tech said that someone would call back in 4 hours. Well that never happened. So I called back and they decided after another 3 hours to call Linksys and swap out the router. They said that I had to pay $10 for 7 business dqay delivery or $20 for 3 day delivery. I asked well what if this does not fix the problem? The Linksys person said it might, gave the tmobile person a ticket number and hung up. The tmobile person arranged the shipping and said she would text my daughters cell phone with the tmobile reference number. Well this never happened.

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WilbertChantilly, VA

Reviewed Dec. 25, 2008

About 2 months ago, my wifes cell phone was not working properly because the screen light went out. I called T-Mobile and spoke with Customer Care, they diagnosed the phone, and unable to fix the problem, they told me they would send me a new phone free of charge since defective phone was still under warranty. I was also told by T-Mobile to send the phone back in the envelope provided. During my conversation with the Customer care, they specifically asked me if the phone was damaged due to fall or water, I told them never and the rep told me no problem.

One month later, I received a bill from T-Mobile for $109, stating that the phone I sent back was damaged, and that the damage was not visible externally. BECAUSE WE DID NOT DAMAGE THE PHONE, I have called T-Mobile several times and asked them to remove the charges, they refused, I asked them to return my old phone and take their new phone, they refused. I send them 3 certified letters, they still refused and keep sending messages to my wifes phone about a past due balance for $109. My last letter was sent to T-Mobiles CEO, Robert Dotson on DECEMBER 15TH, 2008 and I specifically requested no more contacts with my family from their collection department via phone or text messages.

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NaomiRiverdale, IL

Reviewed Dec. 25, 2008

I have been a loyal customer with T-mobile service for over six years. However, it appears when I have an issue or complaint, I can never get a response from the company or get a disrespectful supervisor attempting to make it seem as though my complaint is not an issue. In early November 2008, my younger brother informed me he was experiencing difficulty with his cell phone. The problem became gradual with his screen where it was going out and eventually the phone no longer worked. I asked if he had spilled or dropped the phone, he stated no. My brother had the phone for less than one year which entitled him to utilize the T-mobile warranty. After speaking to a cusomer service representative, he indicated he would receive the phone in 7- 10 days. After he had the phone for almost a month, I received a general letter that was not signed stating they were charging me $100.00 for the phone. In addition, the letter stated a technician had found liquid in some indicators. Upon reading the letter, I contacted t-mobile and asked them what type of liquid they had found in the phone. The customer service rep stated I need to send a email on the T-mobile website regarding the issue because the services could not be reversed. At the end of our conversation, I immediately went on T-mobile website to ask about the liquid they had found. I got an instant reply stating I should hear something in approximately 24 to 48 hrs and as of today I have not received anything from them. Today, December 24, 2008, I contacted the customer service number to follow up. I began speaking to Kaylan, but she seemed unable to answer my question about why I had not received any information regarding the liquid found in the phone. So, she transferred me to her supervisor Heather who exhibited true unprofessionalism in helping me. I asked her repeatedly about the follow-up call regarding the issue about the liquid being found in the phone. She indicated that when a phone is found defective they destroy the phone. In actuality, this leaves no trace of the phone to determine exactly what is wrong with it. She became ignorant and tried to make it seem like I did not know what I wanted and stated she could not provide me with a report of any sort stating about what liquid was found and what indicators were broken. The conversation continued to be heated and I had to end it because I did not want to ruin my Christmas brunch with family and close friends. While I have no issue about paying the fee, but I would like further information about what liquid caused the phone to go out, why it took them over one month to charge me for it, and to complain about the rude customer service experience I had. In addition when I asked for T-mobile corporate office, she stated she did not have a number only an address which I found hard to believe.

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SanjitFremont, CA

Reviewed Dec. 24, 2008

I called up T-mobile on 12/18 to request for a new line on a corporate plan. The agent who received the call took my credit card number, charged $100, gave me a new blackberry curve 8310, a free bluetooth, a waiver on $35 activation charges as given by the corporate promotional code that was used. I was also assured expedited overnight shipping and assured that the phone would arrive Friday 12/19.

After noon Friday 12/19, I called up T-Mobile to ask the status of the delivery so that my wife could be at home to accept the package. I was informed that the phone did not ship out on 12/18, as promised, but it was shipped on 12/19 and as a result, I would receive the package on Monday - 12/22. I was offered a $35 credit on my first bill as a result of the inconvenience. I called up T-Mobile customer care today and strangely, they do not have a record of the $35 credit - rather, the only record they have is for a $35 waiver on activation fees, which was already there as part of my promotion.

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AimeeEnid, OK

Reviewed Dec. 24, 2008

I have been with t-mobile for a year and a half, and today 12/24/2008 for the first time ever i called t-mobile to see if i could extend my payment arangment from this Friday, 12/26/2008 to next Friday,1/2/2009,i spoke to a rep and he said that they are not able to do that that once it is set you can not change it. I explained that i am a faithful customer and i always make my payments and asked if for a 1 time curtisy if they could extend it, i mean it is only a 7 day diff, it's not like they will not get the money. Then he did not say anything he just trans me to another agent, so needless to say that made me very upset, so i asked to speak to a manager, then i was trans to the "manager" i explained to her that this is the first time i have ever aksed for an extention on my payment arangement, that i have worked for the AT&T call center and that i know they can change the p/a for good customers that have no badcredits on the acct, she said i know you are a good customer, but i still can not do this. then i remebered that the rep that i set the p/a with said that i can call back and extend the p/a for the 1/2/2009 if i can not pay it on the 12/26/2008 for a 1 time curtisy. Then she put me on hold for about 10 or so mins, then when she came back to the phone and told me that she listened to the call i had with the rep and that the rep did not say that i was confused or lieing because they can not do that. i then told her that i am telling the truth that i have no reason to lie, that they are way unfair and i am a good customer that always pays on time and i am going threw a hard time to please extend it for this one time. she then said i can not do that, but you know what i will do? I will take the p/a off anf suspend your F***ING service, then you will have to pay the bill and the $20.00 reactivation fee, and don't ask to speak to my supper because i am the highest there is, then she hung up on me. I then called right back and told the next "manager: i spoke to what happened and he said that he was sorry but there is nothing he could do, i asked him if he could listen to the call and get her in truble or fired because a customer should not be treated that way, that i use to work in a call center and no matter how the custmer was i never did that to them, and he told me that they could not listen to past calls, (proof that they are the real liers!!!!) So i had to pay the bill so i would not get interupted and now i am broke in a time of need. IS THERE ANYONE OUT THERE WHO CAN HELP ME MAKE A COMPLAINT ABOUT THIS TO SOME HIGHER DEGREE? BECAUSE THEY DO NOT DESERVE TO WIN ANY CUSTOMER CARE AWARDS IF THAT IS HOW THEY TREAT THEIR CUSTMAERS, ALL MY FRIENDS HAVE HAD THE SAME TREATMENT FROM THEM. AND WE CAN NOT AFFORD THE $200 FEE TO TERMINATE THE T-MOBILE CONTRACT OR WE WOULD!!!!! PLEASE HELP!!!! MY EMAIL IS avculek@yahoo.com if you know what we can do please let me know. THANK YOU:-)

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ApGermantown, MD

Reviewed Dec. 24, 2008

Tmobile charged me $50 for roaming. I was not aware that if you do not pick up a call then the call goes to voicemail and you are automatically charged $4.99. It does not matter if the caller leaves a voice message or not. I have decided to cancel service with tmobile after being a customer with them since they were voicestream. Does anyone recommend service with Verizon, AT&T, or any other service provider?

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SchoneSimi Valley, CA

Reviewed Dec. 23, 2008

Was highly mistreated by customer service reps and their supervisors. hung up on about 4 times and left on a hold for 15 mins on one of my many calls. was on the phone for 3 hours before i was able to talk to someone willing to help me.

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RennaBrooklyn, NY

Reviewed Dec. 22, 2008

On November,03,2008 I Renna Price call Tmobile in reference to cell number 3472336250.I spoke to a representive named Tiffany, to downgrade my daughters cell phone from the 100.oo payment plan of texting and 1500 minutes, to the 29.99 plan to remove all the features, only leaving the phone to ring. Tiffany inform this writer that she had removed the features and that my plan would be 29.99 with the taxes. Since i was informed that all the features was removed i no longer had to montior my daughters phone. On November 18,2008 I went on line to check the bill and found it was a balance of 231.00 on this account, I call Tmobile immediately and spoke to a representative name John asking him why the bill was so high he inform me that when i call i did ask to remove the features, but not to block them. I ask John what sense do that make if i said to remove them it meant i no longer wanted them on why would i leave a plan of unlimited texting to a lower plan paying 20cents a text, what sense do that make. With a 13 year old cell phone. I inform John to cut off this service or should i say block so it can be off He inform me that it would be 200.00 to cut off. On December 19, 2008 this writer recieve a bill for 538.00 tis writer call tmobile again to get some help with this bill, i was informed that they could not assist me with this bill, i ask t,he representive to make a payment of 100.00 at this time she ask this writer if i wanted to go on a payment plan of 100.00 every 2weeks and the remaing on the last bill, I inform her that i could not make a payment everyweek so no ,I do not want to be put on a payment plan. Long and behold i call Tmobile on Sunday December 21 2008 in reference of customer service to speak with someone on behalf of this bill and was inform that i had already been put on a payment plan, I inform the rep that i did not authorize to be place on a payment plan.She stated that she would remove it, but there was nothing that could be done with this bill again this is Tmobile reps doin what they want not what the consumers ask. I know that these calls are sometimes monitored could you please find out if this call was. I appreciate your help and will be awaiting a reply. Thank you.

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GregWoodland Park, CO

Reviewed Dec. 20, 2008

I was told I would not have to pay any termination fees for bad coverage or after my contract ended in Nov 2008. I called numerous times to ensure I would not pay a termination fee and was told 3 times I would not have to pay. I even called about my final bill and was told I was being charged only for the last part of the last billing cycle (about $15 to $20) and there were NO additional charges! T-Mobile is using deceptive business practices to charge termination fees when someone cancels and changes to another cell phone provider. This is not right and I will not pay a charge of $200.00 that I was told I would not have to pay. I wanted to stay with T-Mobile but finally found a provider that had coverage in my home and the entire route I drive every day. Now when I got my final bill there is the $200.00 charge that I was told I would not have to pay. I would like someone who has the authority to check the record of my calls and remove the $200.00 charge from my bill. Thank You, Greg Neusius

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JeffreyTarzana, CA

Reviewed Dec. 20, 2008

They took a few weeks to finally admit I shipped a new non-working phone back. They kept trying to say they never recieved the phone back and charged me $200 early termination fee even though I am allowed to cancel within 30 days per California law.

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GloriaEscndido, CA

Reviewed Dec. 19, 2008

I purchased a G1 phone and was forced to extend my contract. The terms of the phone purchase was to spread the cost of the phone over 4 months - now they have billed me in ONE lump sum for the phone and refuse to allow me to return the phone or honor the agreement to spread the payment into 4 payments saying they have NO record of that even though they still offer that option.

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AnnaiseCumming, GA

Reviewed Dec. 17, 2008

My nightmare with t-mobile started in june when I purchased one blackberry for my husband from a t-mobile dealer,one hour later I returned the phone because I found a better price,and I had paid cash.The guy from the store told me that I could not have my money back that day because it is a store policy,but the phone that I did not get was upgraded and t-mobile started charging me for internet service which I did not have. I found out about 4 months later why my bill was so high. I was mad because I am with this company since 2002 and I never had any problem before,and back in july I got a sidekick for my son. In november 6th the phone started having problems,I called them they gave me an address which is:T-mobile repair center, department 145316159/210 wiley rd lagrange ga30240,I sent the phone through u.s post office as they told me to do, on november 12th,I shipped the phone, they told me that I was going to receive another phone in 7 business days, I still did not get the phone, I kept calling them and they don't know what to say, one of the supervisers told me to go one of t-mobile stores and get a loaner phone so my son could have a phone while we wait for his phone, which i did this afternoon, when I got home and gave my son the horrible phone that t-mobile let usborrow he turned the phone on there was really nasty sex messages from the previous person that had the phone, they forgot to erase those messages or I don't know how this things work, if we supouse to see the previous messages and I am very worried if someone got some information about my son, because I can see the information, the number that the previous person was using and very nasty language that they were using, my son is only 14 and he read those messages and he is so upset because his cool phone is taking so long to get back! By now I don't beleive that they are going to send the phone back!! I am feeling so desrespected as a human being I wish I could sue this company, I don't know what to do!!

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DeliaFrisco, TX

Reviewed Dec. 16, 2008

We had purchased a phone through T-Mobile Samsung model Key 639. And had problems of dropping calls and disconnection.

After contacting customer services and then transferred to the tech department advising us to trouble shoot the phone, which we did, and checked the battery which is fully charged. The problem still continued until they finally had told us that they will send a replacement of the same model. We receive the same model yet again the same problem continued. So, we did the same thing as above, and had it replaced again which they had replaced with another refurbished phone. Though when we spoke with customer service, they had said that if the 3rd phone will malfunction they will replace the current phone with another model. So, we received a phone same model again for the 3rd time, and to this date we've been having problems with dropped calls. Dec. 16 2008 So We have contacted Brandon for the replacement model that's been mentioned from T-Mobile Customer Service today, and after a 30min dispute on my son's Blackberry which works fine, he then hangs up on us after refusing us to speak directly to his manager about this ordeal though he wanted us to upgrade the phone $18 instead of giving us the different model as they T-mobile Customer Service had mentioned. We then call again and speaking with Castor she told us the same thing, to trouble shoot it, check battery which is neither of those, cause the it's a defected phone . So again, though this time refusing to replace our phone with a different model as I mentioned above, we had spend 45mins and being placed on hold for long periods of times.

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BenCleona, PA

Reviewed Dec. 16, 2008

I purchased a Blackberry Pearl in August 2007. Within 2 months, the phone just stopped working- wouldn't even turn on. I tried to resolve the issue at the store where I purchased it. They didn't want to help me. I called thier 800 number and after 3 attempts was able to send it back and they repaired it. Since then I couldn't get reception in spots I normally would (with the phone I had before the Pearl) and it was slow and sluggish. The internet capabilities were never as good as they claimed when they sold me the package. I had dropped calls, people would call and I couldn't hear them, and other overall problems.

I would always call the 800 number and their only solution was to try to have me purchase a new phone. I had just paid $250 for this one! Then in July the woman I spoke to told me I had 2 months left on my contract- I asked a couple times to make sure. So I switched to Verizon and paid the T-mobile bill for the 2 months. When I tried to cancel they said I actually had another year left on the contract.

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JeffreyLa Puente, CA

Reviewed Dec. 15, 2008

Back in February of 2008, I needed to reduce my expenditures due to the failing economy. I contacted a customer service rep from T-Mobile to see just how I could reduce my cell phone bill. At that time I was paying about $50 to $60 a month I was told that I could save some? money by reducing my plan from the 1000 minutes a month to plan of 300 minutes a month. It really didnt reduce my bill that much, I saved about $10.00.

A little more than two months ago, T-Mobile suspended my service. When I contacted customer service to find out why, they informed me that the service was suspended for an outstanding balance of $124.95 their claim for this was that I ran over my limit and I needed to pay the difference of $.45 a minute Shortly after that, Or to be more specific, On November 3, I received In my opinion a threatening letter informing me that if I didnt pay the balance they would send me to a collection agency and put a negative report on my credit rating. I again contacted customer service to work out a payment arrangement. They agreed and the payment plan follows. I received there agreement on November 4; I was to pay $30 on 11/3, $50.00 on 11/17 and $44.95 on 12/1. I kept up with the payment plan as best as I could and shortly after the last payment I called up customer service to finish paying the bill and to cancel the service which I could no longer afford or was able to use. After talking to about three of there reps I was told that they could not cancel the service until I paid up the current balance of $140.67. When I asked them why the bill was now $140+, there reply was that my service was reactivated and I needed to pay off the two month balance before they can cancel the service. This is so erroneous, several of my clients and vendors along with friends and family tried to contact me; within the time period that supposable? T-Mobile insisted that the service on my phone was active. All the people who tried to contact me through my cell phone eventually informed me of the message they got when they tried to contact me, and that is. The number you are trying to reach is no longer in service, Please check the number and dial again.

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FrederickSan Francisco, CA

Reviewed Dec. 12, 2008

Tmobile continues to deliver poor services and is insisting that I pay a fee to leave their service.

1) they have taken 36 hours to give me a new number though they mislead me to believe the process would be instantaneous.

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TyCarrizo Springs, TX

Reviewed Dec. 12, 2008

Was a customer for just shy of five years and the customer service and billing has been absolutely abyssmal. Just the worst kind of terrible. My experiences have ranged from just mildly incompetant to outright belligerant. Everytime i get frustrated with them and called to cancel, they would offer me a new phone or a few months free service and i would give in, only to have them 're-up' my contract without my knowledge. After so many years i had finally had enough and ported my number over to a competitor after they shut my phone off three times in the same week. Apparently i owed them $160 and after i paid $170 (more than what i was told) they just kept adding new charges and kept shutting my phone off. SO i finally had enough and switched. I called them afterwards to inform them of the switch and they tried to strongarm me for a $200 early disconnect fee. After five years of service, i was on the 23rd month of a 24 month contract and they refused to waive the fee. They sited that i had not fulfilled the 24 months so i owed them that money, when i reminded them that they had not fulfilled their part of the contract in not providing any sort of even tolerable service (outages, disconnects, billing errors, hostile customer service, threats, and in some cases, outright lies) i was told that no no one in the company would waive that fee because if there was no way i would keep their service they had nothing to gain, so why would they?

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GaryLos Angeles, CA

Reviewed Dec. 12, 2008

We have T mobile cell phones for our 3 teenagers and have had the service for 6 years with constant problems. Our 20 year old daughter now has a Blackberry on the account which constantly stops working and drops calls. They have replaced the Blackberry 5 times in a year. The most recent one arrived end November and continues to have the same problem - basically, she loses calls unless it is attached to a charger. My husband and I both have Blackberries through AT&T without any similar problems. Isn't there some point where poor service should justify early termination without a fee? Do we have any recourse?

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PennySan Jose, CA

Reviewed Dec. 11, 2008

I have a T-mobile business account. Our company closed in the end of Sep. I called them in the middle of Sep and asked to switch the business account to my personal since I want to keep the cell number and I will pay the payment instead of the company after Sep. They told me to fill out a form called "Business/Government billing responsibility change"and signed by my company's GM, then they will change the account to my personal after they receive the fax.I did what they told and fax them (1-877-214-5937) the form from my company. Then, I went back to China. I came back to US in early Nov. My GM said T-Mobile still sent the bill to company. So, I called T-Mobile again. The agent said no fax received from my company. I have to re-fax from the company. I told them the company closed. I have to fax you the form from my home this time. Then, she said I have to fax them the form and along with a letter with Company head-letter. So, I did that again. I called them in a few days to check if they receive my fax, still no. Then, I fax again and call back in 20 min. still no fax, then I asked the agent who answered the phone to check the fax machine and she said "got the fax" and I asked her to log in the conversation between us on the computer and stated she received the fax. She did and told me that everything looks fine and they will process my request and it should be done in a week. Then I called back in 5 days and here is the answer I got:"The GM is not the authorized person who can request the change from business to personal. The person who opened the account has to call them or fax them the request." which made me sooooo upset. I told them the person (Bonnie Zhu) who opened the account was our accountant who left the company two years ago. So many many times I called you to change the billing responsibility, why none of your agents, even none of the supervisers told me that. How many hours I wasted to call T-mobile and I paid Sep, OCT, NOV bill from my own pocket. Since it took so long that T-Mobile still can not change the Billing responsibility, the GM had to call our previous accountant and asked her to close the T-Mobile account. Even T-Mobil told me earlier the right way to change the account or told me I could not change the account, then I would not keep that business account for so long since the business account charge more than my personal account. Please let me know if I can sue them to get my money and my time (my time is money)back.

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JamesAmityville, NY

Reviewed Dec. 11, 2008

I have exchanged my phones (two phones on this account same problems) with T-moble twice.The first time they said that one of the phones was out of warentee because of water damage, charged me $130.34 , and I payed it.I pay for insurance with T-moble that would have charged me only $50.00 if the phone was water damage.I sent the first set of phones to T-mobile after going through checking the water indicater sticker ,and both phones had no signs of water.

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MaggieBronx, NY

Reviewed Dec. 10, 2008

I upgraded my cellphone to the G1 phone, with the thought that the phone would be 199.99. Then recieved a bill for 500.00 for the phone on top of my monthly charges. When I called T mobile on 11/22/08, i was told because my contract was due on the 7th, to call back after the 7th. When I called back this morning,my phone was already disconnected, as per Debbie from T mobile she didn't understand how they cut me off, in such short notice. when a payment plan shouldve been set up on 11/22/08. I also spoke to Guilliana from finance Services and was informed that she wants the total payment today, or the phone wont be put on.

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CallieTaunton, MA

Reviewed Dec. 9, 2008

I have been reporting problems with my cell phone service for approximately four months, since September 2008. I have made several phone calls to the Tech support, IT, and repair department without a result. I have been to numerous stores who said they could not help. I have been told that my problem was resolved, yet I continue to have the same problem. This problem is causing me frustration as well as those who are trying to contact me. I am paying for a service that is only working 50% of the time.

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CherylHigh Point, NC

Reviewed Dec. 9, 2008

I have been treated very unprofessional and rudely by your customer employees. They given me the run around for the last 3 1/2 hrs. Now, I would like to speak with someone in upper management. Someone with some Character and Integrity, someone that can represent you company with excellency. I need to here for someone ASAP. Thank You

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MarieApg, MD

Reviewed Dec. 9, 2008

I returned a new phone with T-mobile. They claimed they did not receive the phone. I used United States Postal Service with a tracking number. But T-mobile knows where the phone is because they are providing service to someone with a stolen phone. They told me they see the phone being used by someone.

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T-Mobile Company Information

Company Name:: T-Mobile
Website:: www.t-mobile.com