T-Mobile Reviews
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About T-Mobile
- Generally good service in urban areas
- Responsive corporate office support
- Frequent billing discrepancies
- Inconsistent coverage in rural areas
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Reviewed April 3, 2006
I recently received a bill and am being charged $2.99 each for 22 separate calls that I did not make. These calls occured while I was in Peru. I made it a point to not use my phone while I was there. I had to make one emergency phone call which is on my bill and is valid. But the other calls are NOT valid. I called to discuss this with customer service and was told that these charges are valid, even though I assured them that they are not valid. I made sure that I did not use my phone while I was away because I can not afford to pay International Roaming. I am extremely frustrated with the customer service I received during my call. The reps I spoke (Stephanie & Jennie) were condescending.
Reviewed March 21, 2006
We signed up with T-mobile for cellular service under a "try it for 14 days free" promotion. Family plan, free nights and weekends, free mobile to mobile.One of our phones didn't work for 2 days and we had no service in our home area/business area.
We took the phones back after 12 days and recieved a bill for $31.05 that I disputed this bill. The reply, by email, was an apology for lack of response due to holiday volume, plus another bill,and 2 to 4 automated phone calls a day.
When I did actually reach a person, I was told the "free"only applied if I kept the phone!
Reviewed March 7, 2006
I work in a Boeing facility and T-mobile service does not work in the building. t-mobile verified and there is coverage in the are. I am the primary emergency contact at my children school and I cannot be reached. My local phone is useless in an emergency if I am always gone in meetings and other buildings. I explained my issue and they asked me to pay $200 EACH (we have a family plan) in order to get out of the contract...unacceptable. Where should I complain? I tried the WA goverment and they said they do not deal with it.
Maria should write to her Congressional representative. It's Congress that decided to prohibit state regulation of cell phone service.
Reviewed March 1, 2006
T-Mobile has a feature on their web site they refer to as "Easy Pay" - customers are offered the "option" of making ONE-time payments or setting up automatic payments. Here's what T-Mobile makes a regular practice of doing: although they are not legally authorized to make make automatice deductions from the customer's checking account without authorization, if a customer is late with his or her payments, they deduct it anyhow. When the customer calls to inquire how this happened, the T-Mobile representatives, already understanding the internal procedures and tactics, tell the customer that he or she set up the account for "automatic payments" when they were logged in...
How does T-Mobile get away with this? Simple. Their programmers design the web sites so that, when a customer logs off, the payment "option" is set to make automatic payments from the same checking account a "one-time" payment was made with. Clever, don't you think? Doesn't this just make you want to sign up with T-Mobile for a year at least? Do it and you will be trapped - that's a promise.
Reviewed Feb. 26, 2006
The Samsung phone I received with my contract was not working properly. At random times, the phone would freeze and vibrate as I dialed. It also froze and could not be restarted on one occassion. I called T-Mobile customer service several times and was told that I had to bring it into the store when the problem was happening. I finally was passing a T-Mobile store when I was having the problem. Although they said they would replace it through the mail, they charged me ($9.95) for the shipping! I don't understand why I should pay anything for shipping a defective phone.
The customer service representative read me the company line about how much T-Mobile was spending in shipping costs for returned phone and how THEY had to lower their costs. Surely, I can understand that, she says. I'm amazed that the T-Mobile representative could think me so stupid as to agree with that warped logic. T-Mobile should be responsible for ALL costs associated with the poor quality of the phones their customers pay for with their contract. Yes, I know that T-Mobile doesn't manufacture the phone (Samsung), but neither do I! T-Mobile made the contract with Samsung and should not charge their customers a penny to replace it.
Reviewed Feb. 24, 2006
I've recently called T-Mobile and asked them to please send me a statement of the total amount spent for 2004-2005 for my income taxes, that the phone was my teenage son's for school.
The lady rep explain to me that because the account was turned over to a collection agency, she would not send it to me. I explained the account #351462954 was closed after the account expired which was suppose to have been May 15,2005. T-Mobile had continued the service beyond that expiring mark, without authorization.The representative had set up a payment plan from the total owed. It was paid on time to it's full amount.
Reviewed Feb. 24, 2006
I waited 10 weeks for my rebate to be processed. I call t-mobile for an update and was told that they did not receive the rebate forms.
I told them I would mail them another copy. They said it wouldn't work because they needed the original bar code (the one that I mailed 10 weeks ago). The photocopy of all the forms I submitted will not help on processing my rebates.
Reviewed Feb. 23, 2006
Six months ago, I paid my T-mobile bill with a check, and ever since the company has automatically withdrawn money from my account - without my permission.
I have called countless people each month, and every time, I have been informed that the incident would not repeat itself. Whenever I ask for the person who helped me with the problem last month, I am told they no longer work for the company.
This evening, I was on the telephone with Latesha and yes, I was quite upset. I asked to speak with a supervisor, and when she refused, I asked for a telephone number to lodge a complaint about the company, she again refused.
Reviewed Feb. 18, 2006
I have consistently had network problems with T-mobile at 2 places that matter the most to me- work and at home. At work, I can understand the issue of being inside a building at work, but when at home- a single family wooden home with minimal electrical interference, I barely have a signal. I have called the t-mobile customer service several times, everytime to be told that they can change my phone. I have walked thru numerous troubleshooting tips with their agents, even changed phones to other model.
Finally, I asked for an early termination of my contract and they refused to waive the $200 fee as their map shows good coverage in those areas. I did advise them that their coverage map needed to be revised as I was on the ground and was a first-hand victim of poor network service. I am so frustrated now that I have no choice but to resort to legal means. Granted I can pay the $200 per phone termination fee, but I am wanting to fight it as it is more about principles than money.
Reviewed Feb. 18, 2006
As a long time T-Mobile customer, actually I started with Voicestream, I was fairly happy with the service until I was overcharged approximately $256.89. In June of 2004, I spoke with a T-Mobile representative, agreed to a new handset and a new one year contract, while still paying the same rate of $39.95/month. It was my understanding that with the new contract I would also be eligible for the Free Weeknights feature, which had not been available to me when I became a T-mobile customer in 2001.
However my rate plan had bever been updated. On February 15, I contacted customer service, by dialing 611 on my handset, regarding this matter. I spoke with a supervisor, Steven, who assured me that his supervisor, DeCarlo would return my call within twenty-four hours. As of 12:30pm on February 18, 2006, I have not received any calls or messages from DeCarlo .
Today (2/18/06) I dialed 611 again regarding this matter, and spoke with Anthony who was unable to help me and referred me to Customer Relations, where I could take up the matter in writing. As a side note, T-Mobile assures me that I can acquire the Free Weeknights feature by paying an extra $4.99 per month. This strikes me as another opportunity for T-Mobile to take advantage of existing customers.
Reviewed Feb. 13, 2006
I signed up for one year of service with a free phone. The phone just froze up after 3 weeks. I called and they sent me a new part of the phone and I sent my old one back. I had no service for several weeks that I paid for. Then I got a letter stating that "under the terms of the Limited Warranty provided to you, as you agreed when you placed your repair/exchange order with Customer Care, a $100 exchange repair fee will be applied to your T-Mobile Wireless account."
This is not true. I was never told any of this, nor agreed to any of this. When I called, they said they had determined that I had broken the phone which is not true. They would not even consider that I had never dropped or damaged the phone, so I told them to cancel my service and they said they would ruin my credit, or something to that effect. I asked them if it was worth losing a one year customer for a phone that I DID NOT DAMAGE and they would not budge..
Reviewed Feb. 7, 2006
My phone wasn't working so I took it to a T-Mobile store. They tried changing the battery and sim card, nothing worked. I was told by the person at the store that my phone was covered under a warranty and that all I had to do was send the "damaged" phone back to T-mobile. This was back in November-December. I was going through my bills and was surprised to see a charge of $108.25. Apparently, they found liquid in the "damaged" handset and it was "out of warranty" and there was "nothing they could do."
I asked how liquid could get into my purse and the customer service rep said "well it could be moisture of any kind." I asked her how is that my fault? She said that "liquid damage was not covered in the policy." I hate that I was not warned that this might happen. Is T-mobile so hard up for money that they resort to "liquid damage" that is just about impossible, to recoup money?
Reviewed Feb. 6, 2006
I purchased a family plan with T-Mobile on 11/29/05. I have called 3 times for a bill, which I have yet to receive, as of 2/06/06. I also have called on 4 different occasions as to NO WIRELESS SERVICE available. I purchased these phones to keep up with my son. He can be standing next to me and the call will not go through, no service available. Each time I talked to T-Mobile, I wanted out of the contract and they said they could boost my signal and correct the problem. Now, I have gone past the alloted time to get out of the contract without a buyout of 200.00. They can not "boost" my service nor will they let me out of my contract. I keep getting billed 60.00 per month and have never had service. I may have made 10 phone calls in 3 months.
They have since disconnected my service for lack of payment, which I have never had a bill. I have spoken to customer representatives and supervisors to try and work out some type of compromise, they will give nothing except a 40.00 reconnect fee. I also found out that our contract was signed on 11/29 and T-Mobile shows it on 11/21 which also made it harder to cancel our contract. I do not mind paying my bills that I owe, but I have a real problem paying for a service that has not been provided, nor has a bill been sent. Please help resolve this problem. It is a small claim and would hate to waste tax payers money in court over this matter. I have also asked each time I talked to T-Mobile who I could speak to with their company that can make a better decision than the supervisors, and no one is available, just supervisors!
Reviewed Jan. 14, 2006
I continue to be charged by a third party service "Jamster" that I did not sign up for. I have contacted T-Mobile customer service twice and each time they have promised to "Blacklist" Jamster. I still get billed and have asked for a refund. T-Mobile has refused to refund any amount.
Reviewed Jan. 12, 2006
I need to be able to see on my bill who it is that calls me. Right now all it says is "incoming". I need to be able to see who is calling so I can be reimbursed for expenses to my employer, the state of Utah. I was a AT&T customer for several years, and was told that they could provide that information on my bill, but I would need to sign up for a "high-tech" network (my phone and plan was old). So when considering changing plans, I researched and decided to join Tmobile. I found a much better value with your company.
I supposed (wrongly) that Tmobile would have the same abilities as (now) Cingular to provide that information. However, when I called customer service I was told that, while there was a WAY to find out who was calling me from my bill, that service was "not provided on the bill". I find this highly annoying and am discouraged by this. I know the technology exists to do this sort of thing, and I want to know why I can't take advantage of it.
Reviewed Jan. 11, 2006
After countless complaints to T-Mobile for replacement of a defective cell phone, a new unit was finally sent. The arrangement, required me to return the old phone, via a pre-paid (by me) mailing box. I packaged the old phone, in the supplied box, and used the pre-printed mailing label, and brought it to the POST OFFICE, not a mailbox. They are charging me $389.96 because they cannot find the returned phone. My experience in the past with T-Mobile customer service has been horrible. If not for being the least expensive, I would have discontinued my relationship a long time ago.
Reviewed Jan. 8, 2006
T-Mobile, among other cellular service providers, charges city sales tax to rural customers living outside city limits. Unlike other providers, T-Mobile refuses to admit or correct its error. I have been dealing with them on this issue since Sep 05. Customer Service is both polite and sympathetic, but powerless to resolve the issue. Their 'Advanced Billing Team,' who has the power to resolve the issue, is largely unreachable, unsympathetic, and unresponsive.
On 20 Oct 05 I faxed the ABT a letter from our County Assessor certifying that my residential billing address lies outside the city limits and requesting a credit of $14.92 on my wife's account for city sales taxes billed in error; I am still waiting for ABT to inform me of their ruling. Absent a response, I withheld payment of $14.92 on the final bill pending their decision. In the meantime, I continue to receive communications from T-Mobile threatening to turn the account over to collection agencies and to report my account as delinquent to credit reporting agencies.
I have pointed out to them that this action would be premature, as the amount remains in dispute until I am formally notified of ABT's ruling. I have subsequently received an e-mail from Customer Service indicating that a portion of the disputed amount was credited to the account "as a courtesy;" $13.93 remains, from my point of view, in dispute. I have reached the point where I actually hope they follow through on their threats so that I can sue them for libel and harrassment.
Cingular Wireless, in contrast, promptly aplogized and corrected their error as soon as I notified them of the problem. What irritates me is why these companies do not simply ask the customer if he lives inside or outside the city limits when the account is opened, a policy which seems to work perfectly well for Lands End and other on-line merchants. Apparently, they charge everyone, hoping that most consumers will not notice.
I would be interested to know if all these collections are in fact sent to the various states' departments of revenue and on what basis the funds are distributed to the local communtities; I have been told by MO Dept of Revenue that the payments are not accompanied by any information which would allow DOR accentain whether T-Mobile collected and forwarded the correct amount or to allow DOR to accurately distribute them to county and city governments. This issue occurs only with rural customers in states who levy sales tax on services.
Reviewed Sept. 1, 2005
Want the frustration Alexander Bell and Dr. Watson experienced BEFORE they got the first telephone to work? Get T-Mobile. I've been a customer since Feb '05. I switched from ATT, only because I thought it would be cool to access email via T-zones. Dumb move on my part. Really dumb move.
Their coverage map should carry the footnote, "We really have no idea where we have a signal, so we had an artist make this up. Her favorite color is red, so she used it a lot."
My most common experience is sitting in an airport with no bars while a dozen people around me gab away. Call quality ranges from marginal to lousy. An annoying echo is the most common problem, followed by garbled audio, dropped calls, unintelligible voice mail and what has to be a CSR staff of six.
They have offered bonus minutes at times to assuage my frustration. We've swapped out phones. But, in the end, their network just doesn't seem to be as extensive as the other guys and despite their repeated claim they want to resolve my problem; they can't fix a network that is underbuilt.
Reviewed Aug. 31, 2005
Where do I start about the lack of service I am receiving from T-Mobile? I guess I will start with the phone screen going dead and me calling in for service. Boy was I happy to find out that my warranty on the phone was still in effect, but surprised to find out the warranty was for a mail out only service to replace the phone. I was told I had to call in and wait on one to be shipped that would take SEVEN days.
Reviewed July 27, 2005
I have tried to close this account since May 2005. I have sent three certified letters to T-Mobile President, their Legal Dept. and the Executive Customer Service. I have received no answer to my letters and they will not close the account. Now I have two bills with the same account number.
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