T-Mobile

My mother-in-law got a new phone in November. The agent set her phone and monthly installments onto my account by accident. Figured out he put it on the wrong account, and switched it back to the right one... Except he forgot to move her monthly installments. He moved my husband's lease instead. Fast forward 4 weeks, 12 hours and a cancelled account- and guess who TMobile is still trying to make pay for their error? Yup, that would be me. I had the pleasure of a supervisor say "well, we know it's our mistake but we're only charging you a small amount each month". Seriously? So we cancel my account, pay off the two leases that actually belong on my account and find out that they're still going to try and make me pay for her instalment plan even though it was their fault. I filed a BBB and CFPB complaint against them today. I never signed an agreement to have it on my account in the first place. Stay far far far away from these folks. AT&T 5G is way better and I don't have any phone or billing issues for that matter

I left T-Mobile for the fact they were trying to bill me for my watch after I paid it off three different times. They told me I had 90days to pay off the final bill; it hasn’t been 30 days and the sent it too Collections. I paid it off but what I was paying I wasn’t getting that great of coverage. Every time I went off of WiFi I couldn’t Connect to the internet, had to restart the phone. They have picked up so real bad habits from sprint. I went to AT&T and I’m playing less and I get HBOMax for free. Shadiest part is I loved T-Mobile and now I wouldn’t use them if they was the last cell carrier on the planet.

I have a fairly complex problem with the primary phone on a two person account being destroyed and the owner being unable to speak. For months no one at the company could solve. Of course I always had to spend loooooooong times waiting for a someone who did not know what to do. Then someone one came up with a possible solution, but gave me an incorrect email to submit material to. More loooooong waits on the phone. Finally someone who understood the issue and gave correct address. Then I had hope -- email came from a human being! But alas, it did not address the issue. Some more emails, which seemed to move things forward a bit but ultimately did not solve the issue. This has been going on for months. Bills of course come regular as clockwork and I would be cut off if I do not pay up. I need some access to the the destroyed phone or I would have gone to another provider half a year ago.

I would give zero star if I could, customer service is terrible, the person named Gisete at the store very deceived, offer a plan and a lot of talk , but what I got what something very different, every month my bill was 20 to 40 dollars more, the manager at the store didn't (Jonathan) didn't want to hear my side or my story, very rude, everything that was said to me when I sign up was not true. They offer free phone and I was paying for the phone. very traumatic experience with this store and with the customer service. I am so glad that we have many other options of providers, for sure never ever I will go back to this company.

Ordered phone online could not understand the salesman sounded like he was working in living room with kids and others in background. Phone didn’t work much roaming at work no signal most of the time. Missed calls and texted because phone would not ring . Took to store two times for same problem. Didn’t help. Went with different carrier so needed to return phone letter has take to nearest t mobile store well they aren’t set up to help they say take to a corporate store an hour away from where I live. They can’t help surprise surprise!!! They say call 800 number they will send label. Yeah ok right!!! After 3 times calling asking for label to return before they took out of my account 200 for phone. Finally got label sent phone they took the money out of my account. So now today 4th time asking for my money back with proof they receive phone December 15 still getting the run around. Don’t use t mob

My entire neighborhood, 90049 zip, has been without service, zero bars, for 4 (FOUR) days now. Thousands of us! Our calls, chats and emails lead nowhere. They try to upgrade our phone, say it is or is not a down tower, will call back and don't, I should call them (with a phone that doesn't work!) Their "experts" act as if each of us has our own individual problem when it's obviously THEIR big problem. Expert insisted it was my phone settings and fixed them so now can't even use wireless. Zero communication of what the problem is or when it will be fixed. Untold hours of frustrating wait times (literally 2 hrs) and being passed around from one useless person to the next. We have no other cell options in our canyon so they know we can't leave them.

Signal is supposed to be one of the best coverage? Yeah right. Salesman looked up my address said there was a tower close to us. I'm home most of the time and I kept losing signal, had to airplane mode and out a couple times a day. The "free" they set us up with Nokia x100 was crap. Text didn't come on phone until you opened messages. My husband at work couldn't get a signal while in the building. He went to the store 2 times the first week we got the service. He was told it was because of a wind storm. So we waited a two weeks and still no signal. We tried to verify my husband's military service and their servers weren't working to accept our emails. We went into the store to tell them about our problems with our service and the salesman said it must be our phones. So we asked him take them back. He said he couldn't and the manager wasn't there to talk to but he said he probably wouldn't either. So we left and went straight over to Verizon and signed up and got new phones. Best decision yet!

Yesterday ,i called the branch on 83rd Elmhurst, stressed over an apparent lock out I caused driving my car home. The man at the counter never said hello just what s the need. I showed him my contract from Broadview that I paid for the google to be open, with that Manager, I said I could not speak to him, the store was closed. He took the phone brushed threw the pone touched the counter computer, then not once did he explain to me what he did. just said its done. I left in a nervous state as I told him I need the phone to clock in at a job I have there in Elmhurst I'm going after here. I get to work then at home discover he never gave me back my contract for Taxes, never waved me down in the parking lot. Just now 12/1/22 I called the store a man answer's what's the problem, voices he does not know anything, they throw away paper not theirs or shred it. I said you couldn't wave me down in the lot, or call the Manager in Broad view? H e became mad at me, and said go to the Dealer ask him to help you then hung up the phone. My nameBridget L contract under Paul L. These papers are Tax needs.

DO NOT USE THIS CO. THEY ARE AN ABSOLUTE JOKE! BUSINESS OWNER WITH THEM 3 MONTHS AND NOTHING BUT PROBLEMS COSTING ME THOUSANDS IN LOST $!!! FIRST TRIED TO CHARGE 2 MONTHS FOR 2ND LINE DIDN'T EVEN HAVE EVEN AFTER STOPPING IN STORE 2X AND CALLED 3X AND SUPPOSEDLY FIXED EACH TIME! THEN SET UP AUTO PAY AND CHARGED 2 WEEKS EARLY WITHOUT NOTICE WHICH IS ILLEGAL! DROPPED AUTO PAY 2 MONTHS AND NOW THEY SHUT ME OFF BECAUSE THEY SWITCHED MY DUE DATE TO 10 DAYS PRIOR TO WHAT IT HAS BEEN AND NO REASON IT SHOULDVE BEEN SWITCHED!!! MY BILL EVEN SAYS IM NOT DUE FOR 10 DAYS! !@#$%$# JOKE OF A CO. AND NO ENGLISH SPEAKING REPS ALL CUSTOMER SERVICE ARE IN INDIA WITH HEAVY ACCENTS THAT SPEAK 90 MILES AN HOUR AND CAN'T UNDERSTAND A THING THEY SAY!

T-mobile is the worst! I've had Sprint for years no problem when T-mobile took over nothing but problems. My phone drops calls all the time. When I call I was told because I have to many trees in my area and I needed to upgrade my phone. That's BS because my phone is only two years old and l've lived in the same place for eight years without any problems until you'll took over. I've been on the phone with them for hours on numerous occasions about this and still NOTHING but they make sure to debit my account each month to get their money for services I can't use! At&t will be getting my business. I sick of T-mobile

Complete Scam!!! I switched from ATT to T-Mobile and I was provided with a quotes from some guy named Mr K from Phillipines. I even have video recording. They said, they do not send email with the quotes, but assured all will be taken care off. Once I joined, I am getting standard rates, high device cost. Billing says that quote is not valid. Tried reaching to Mr K but he is not contacting back. Stay away from sales quotes, unless you get in writing from T-mobile ! Promotion Zero cost for switch Carrier fee for porting in phone Iphone 12 mini (with the credit for porting in phone) 99$ for Samsung Galaxy

Awful company!!!! I was a sprint costumer for for many years, no problems. Within two week weeks i was lied to by t-moble associates 4 times. Double billed me and won’t return fees. I was told Sprint was merging with tmoble and i had to switch. Witch cost me. Told me it would be cheaper for same service, wasn’t. Free earbuds that was a lie too. Then contacted t- mobile directly. Costumer service lady was very nice and did try to fix my concerns and agreed with them but a day later she left a message saying that Sorry the company denied any requests. Please save yourself and go to another carrier, they only care about themselves. Liars!!!! I will taking a ride over to verizon to see what the dan do for me? Nothing can be worse than this company!!!!

Terrible. I tried to switch to T-Mobile recently. I was told I could keep my phone, it was compatible with their service. But when my sim card came from T M and was installed in my phone, they said it was not a compatible phone. Talked to another tech and he said my phone was compatible. Went back and forth for 2 days and more than 5 hours spent trying to get switched. Finally gave up and requested to cancel my order. I was switched several times to different operators and spent another hour just trying to cancel my order. Finally my order was canceled. With service like this I am so glad I did not switch from Verizon. T-Mobile service is the worst I have ever experienced.

T-Mobile pulled a bait and switch on us when we went on Saturday December 11th to order a iPhone 12 for Christmas for our 11 year old Daughter. This is her only gift for Christmas. They show you an availability of 20 phones you place the order and then they are supposed to ship within a week. The reality is they don’t know how much availability of the phone there is they just show you that. Then when you call customer service for five days in a row they give you the same answer it’s ready to ship. Reality is it’s not ready to ship. They just try to appease a piece a piece and then finally apologize when it doesn’t show up on time. I understand with the holidays that shipping can be delayed a few days but it is now Tuesday the 21st and the product still hasn’t shipped. When you call customer service all they tell you is ready to ship. Do not lie to your customers and tell them that a product is ready to ship when you don’t know that the product has shipped. You are a multi million dollar company and you should be able to tell your customers when the product is ready to ship from the manufacture and actually shipping. Not tell us it’s available and try to push us off. Thank you for wrecking Christmas T-Mobile.

If you are thinking of switching to T-Mobile I would think hard on if the cost is worth your time (3-10 hours or more). Since we started this transfer in August, we have had one issue after another. It started with getting the phones. The online rep assured me that they would arrive by Wednesday or Thursday later that week. She stated that she chose two-day shipping so we should be good to go. That sounded great because it would give me the weekend to meet with my kids and get all four lines switched over. However, that was not correct. We ended up calling into customer service on Friday just to sit on hold for 30+ minutes while she “search for my delivery” (supposedly calling UPS). When I was sick of waiting in silence, I asked what is going on and she stated she found them, and they would be delivered in 15 minutes. I hung up waited over fifteen minutes and nothing. Called back in and found out that my call was never logged on the account. The agent just didn't want to do her job, so she wasted mine. This second agent was able to find my phones, but they were not going to get delivered until Tuesday. This was because the original agent chose ground instead of express two-day shipping. Which means I would have to wait another week to get my lines switched for my family since we only had time to do this on the weekend (45+ minutes). When the phones finally arrived, we started trying to switch over our phone lines at home (1.5 hours) and were told to come into the store because it would be easier. So, we setup an appointment and went in. The Sugarhouse Store did seem to be able to help and we thought that would be the end of our issues with the switch (1 hour in store for switch). However, that was not the case. When our first bill came through, we were charged twice for the same amount. When we called T-Mobile on this new issue, we were told they could not find the second account and that we would need to report it as fraud to our own bank (45 minutes on the phone). So we did. I went through the whole process of cancelling the card, reporting the fraud (not sure how much time I wasted this time), etc. and thought now we are done.... However, that is not the end of this saga. Over a month ago we received a bill from T-Mobile stating we had a past due balance of over $300. I went online checked my account and it was paid in full. So, I thought that it was a scammer just trying to get my money over the holidays. A month later, I received another bill and now it stated I owed $900 + for the phones that I was currently using. Upon closer inspect it looked like the numbers were the dummy lines that were original setup so they could mail me the phones. I called in and they couldn't give me any information on this account because a pin was never setup (30 minutes). It was not my account. I was told the only way to fix it was to go into the store to verify my identity and then this second account would be cancelled. Once I went to the store to clear this up, it came to light that the Sugarhouse store might have caused this issue. That I had a second account setup that did not get attached to the free phones that came with the promotion. So, after another two hours or so in the store to get this new issue fixed I am hoping my drama with T-Mobile will finally be done. However, they are still not sure that what they are doing now will fix all the problems, or if I will be charged the full amount of the phones since the promotion is no longer available. If the later ends up happening they stated, the only thing I can do is go into the Sugarhouse Store and get them to pay for the phones. SO, I may have to waste more time going into the Sugarhouse store to get it fixed again. In general, I am stating that if you don't want to waste your time, you might want to reconsider switching over to T-Mobile. Hopefully my experience is not the norm, but beware. All the time I have spent to deal with this problem is just not worth it. This has been

I have been with T-Mobile just about they started. The service was not at all good the customer service was amazing. Now they are just as bad as Verizon. Have to wait 2 hours to get someone . In the meantime they sent me a message that an authorized user bought a phone. There are 2 of us that can make changes. Me, the original one and the other one is deceased so.....why do I have to wait due to your error? I never thought after all these years and countless people who I brought to this company that they would become one of those companies.

They're overbooking their appointments in the stores, the times given out are for appointments WAY too short for what the reps are actually spending with customers. I've tried to get help at the store twice and walked out both times after apparently being invisible. The reps seemed to be treating the customers they were helping nicely, but the 1st time the 2 customers were wasting time joking around without anyone trying to keep them on track, neanwhile I was totally ignored. Today when I showed up for my appointment on time I waited, invisibly, for 45 minutes before walking out. I wasn't too busy, I WAS THERE! I'm so sorry I left Verizon and may port my number back to them. I'm feeling it's worth giving up the $27 savings at T-Mobile to have better customer service with Verizon - perhaps! Or perhaps I should find a T-Mobile store in a dinky little town where people are treated more courteously. I'll try that, then decide.

I had a terrible experience at TMobile in Torrington. A girl there was wearing a shirt that said “Say goodbye to scam calls, “ So I asked the 3 people there how to stop the scam calls. Well, the manager, Chris, and the girl, Sarah, completely ignored me. So, I said, I wasn’t kidding, I really want to know. They continued to ignore me so I asked Melvin, who was helping us, their names. So Melvin, seeing that I am mad that they were talking about food and ignoring me, gave me the very simple answer. I am amazed everyday with the terrible customer service that there is these days. Melvin was wonderful and helpful. Chris and Sarah acted like they were hanging out and not working. They had to knock on the office door before entering cause something was going on in the office that they had to be warned. This office is always very unprofessional but this was the worst. Edit: I got my daughter a new phone a month ago. I had been with Sprint for 15 years. When getting the phone, I explained that in 15 years I haven’t had the issues that I have when the merge happened. I asked, if I decide to go with another service, can I return this phone and when should I do it. He said it’s not a problem, they would take it back, as long as it’s not damaged. So I started service with AT&T and my daughter went back to T-Mobile yo return the phone and they won’t accept it. So now I have a brand new phone, I can’t use and T-Mobile wants to charge me $1099. Isn’t that wonderful. DO NOT GO TO T-MOBILE. THEY DON’T CARE ABOUT YOU, no matter how long you’re with them. Most all other companies would take care of people that stay with them for so long. NOT T-Mobile. Sprint was awesome. T-mobile IS NOT. I’m done with those jerks and this review will go everywhere.

I switch to T-Mobile From Verizon It's been an absolute nightmare I was made promises of a free tablet But there was no free tablet No just a charge for a tablet line but no tablet to use the line Promise they pay off my old phone yet I'm in debt to Verizon for loads of money got promised Netflix but yet there's no Netflix either every bit of what they promised me to get me to change over from Verizon was lies Now that my numbers been ported over to T-Mobile and I've got a bunch of issues with my debit card and Verizon from switching to T-Mobile there was none of the benefits and now I've got to try and beg Verizon to take me back pay them a whole bunch of money to cover all the stuff that T-Mobile screwed up What an absolute nightmare T-Mobile is

12/19/2021 OMG!! Decided to look up reviews for T-Mobile. With Sprint for 25 years and "migrating" has been worse than a debilitating migraine. What a riot that I read the name "Ren"!! I was on the phone with him just an hour ago for 45 minutes. First 10 minutes worthy. I said in August when I started looking into all this that there was NO way I'd be going to T-Mobile. Sooo many problems, wrong information, etc. Three months later I figure, maybe it will be the easiest way. NOT. Anyone know what snafu means?

T-Mobile just can’t be worse , I have subscribed in e-sim before traveling to the US and it didn’t work for the first 3 days. I have visited multiple T-mobile retails and they refused to help saying its the call center responsibility who takes too long to answer your call. The call center agent has Zero knowledge in technical issues and one of them actually asked me to pay again to get the a new number while l will still get my previous payment credit transferred to the new number and at the end issue where solved by sending new barcode . The worst part is once you finish your plan data you can’t renew the same plan you have to upgrade for a higher price plan, l have actually paid 50$ this time to renew and guess what the service is not even active l cant use most if the apps. Bottom line if you are thinking about subscribing in T-mobile for an e-sim DONT DO IT this company don’t value customer at all.

Today I said to myself "enough is enough". I have been a T-moble customer for several years and was satisfied. However, last several months I have experienced degrading phone service (data service was OK). I have a family plan with 4 lines. Recently, day after day number of dropped calls has been going up until at some point service eventually stopped working. Calls either went immediately to the mailbox or just got dropped without anything. I contacted your customer service online several times, was hung on the line for hours just to hear some inconsistent story that some modification of a tower is going on in my area. To my naive question, how long it will take, I was told that this is unknown. Looking through this reviewer's collection I found that this is their regular excuse. My calls had a minor effect and some mild improvement happened, but still very far from what can be considered as a normal, reliable service. Finally, today my daughter missed an interview because an interviewer wasn't able to reach her. Either I will have service restored to the normal status when 99% of calls go through or I will change the carrier on the coming weekend.

WHAT A DISHONEST PHONE COMPANY!! Called T-Monbile (800-937-8997) on 12/14/21 at 11:36 AM. Rico answered and gave me a quote for 3 lines (unlimited text, talk, & data) on New Senior 55+ Promotion. 3 lines for $90 per month total (including all fees and taxes) & 3 iPhone 13 phones for no charge if we turned in our IPhone Xr. There was one additional charge of $5 per line for phone protection. NO CONTRACT REQUIRED. Good Deal. Placed my order, the confirmation number was 110117207439. When I received my contract by e-mail, the monthly charge was $284.01 PER MONTH FOR 30 MONTHS. I called to protest the change in charges and was switched from Roman to Martin to Erica, to Ren who each quoted a different number that they thought I might pay. After 1:34 minutes on the phone without anyone being able to send me a corrected contract, I cancelled the order. Ren advised that T-Mobile would not accept cancellation and I advised that I had cancelled the order and did not care whether they would accept it or not. My cancellation call was within 2 hours of the placement phone call. My initial call to obtain a quote was at 11:36 AM on 12/14/21. My call to cancel was at 12:22 PM on 12/14/21. Please contact me if you have any questions or would like to have more details about T-Mobiles dishonest dealings.

We switched to T-Mobile about six months ago. During that time, NOT ONE MONTH has our bill been correct. We have had to call literally every single month, often on hold for HOURS, to get ahold of someone. After going in circles and having to re-explain the issues EVERY, SINGLE TIME, they claim that it's handled. Then we see our bill, and it's messed up even more. Right now we're being charged $20 more than we should be after another incorrect fix. This is completely ridiculous and we're not paying for more than we should be. The way it has been handled so far is ludicrous and the worst customer experience we've ever had. Do NOT switch to T-Mobile!

I have been a T-mobile customer for close to 10 years. I have had so many issues and negative experiences with them over this time. I am a loyal customer in great standing and I pay alot monthly for what I want. I have a Jump on Demand plan with all my devices I have with T-mobile, this in cludes 2 phones and service, along with 2 smart watches and service. I also have protection plans with my services. However, even though I pay alot more (Close to $320 monthly) I am given such a hard time when it comes to getting the best service and being adequate to feel like a valued customer. I have to literally call multiple times and speak to multiple Reps and they are not consistent with noting what has been done or needs to be resolved with my concerns when calling in. I literally dread calling them for anything honestly. But I am a paying and loyal customer and I should be the priority along with keep me a satisfied to ensure I stay a loyal customer. That is not the case when it comes to T-mobile. I literally have to call multiple times and speak to Reps, and then leadership because they can't get things right the first time. This has been ongoing for the past 10yrs. I am loyal, so that is why I have dealt with this up to this point and have not gone to a competitor. I have to argue get upset everytime I want to update or "Jump" to a new phone or device, which I pay to be able to do so. However there is always a miscommunication, a lack of urgency, an unwillingness to make things work for the customer, want to charge me more money when they are advertising on my personal account "$0" for an item and I have to correct them constantly on their offers which is completely ridiculous as they should know their own promotions and offerings. I recently called to "Jump" to an IPhone 13 and was told I don't have the credit nor the capability to do so, but when you look up the terms "Jump on Demand" it clearly states I can up grade my devices if I chose to do so every 30 days. You would think this would be a seamless process and they would be eager to take care of me as a loyal customer but that is not the case ever. I was helped a very attentive new hire who was trying to help me but didn't know how to figure things out for me. So then a supervisor named Andrew, "Drew" who was friendly to start but then was providing me the reasons why he couldn't make my requests happen, quoted me inaccurate prices and information, then when I corrected him as I had my personal T-mobile account pulled up as well where it shows me the products, promotions, and pricing pulled up. He proceeded to stumble over his words trying to correct himself as I was correct with the info I provided, then he misquoted the plan cost for their Magenta Max plan and stated I will be paying alot more than the previous Rep quoted me of a $20 increase to my already high bill. Then he looked into it further and again I was correct in stating it would only be a $20 increase. He made me feel less than a valued customer and made me feel like I did not know what I was talking about when I was actually correct. Then he was telling me I did not have enough credit to make my upgrades happen which is mind blowing when I pay as much as I do and I upgrade maybe once or twice a year. Why am I paying for an optio. To upgrade when I want but can not do so is ridiculous. I am a loyal high paying customer and I pay for everything on time and for what I want when I want it. I have had to go through hopes and fight for what I want in the past with T-mobile and usually get the end result I want. It is very draining, aggravating, disappointing and less than excellent service. This time I was told that they could not resolve or make things happen to keep me happy and a loyal customer. This time I have no more fight in me and I am just disgusted on how they treated me and the lack of loyal customer retention. I want the public to know my experienced with T-mobile as they put their needs before the customer and ultimately more concerned with their profit as opposed to the customer satisfaction and wellbeing. So when Drew told me that he could not make my requests work for this Christmas upgrade I wanted to do for my husband and myself, I asked to speak to someone above him and was told that a manager would be calling me back within 48 hours. Which has not happened and when I asked for a number for their corporate offices, I was told there was not a phone number but instead offered me a physical address to write to them. I ended this experience feeling unappreciated, belittled, unresolved, disappointed, angry, and helpless. This is not how you take care of your loyal customers of 10yrs or any customer period. I pay a high price monthly for what I want when I want it and have been a loyal customer throughout the years despite all the trials and tribulations I have had to endure to get the things I want but to have to go through this embarrassment and all this nonsense has put the icing on the cake for me and I will be taking my business elsewhere. I want the pu liv to know how I have been treated as a consumer and to what I jabe experienced with T-mobile. I do not recommend them or their services and you can find better pricing and service elsewhere so beware. Sincerely, "Mistreated Customer"

Went to T.Mobile December 5, 2021 at 49 S 4th Ave. Mt. Vernon NY. Was assisted by Marcela, shes good btw. as she is on learning process. Unfortunately, the plan i made that day didnt worked out for me, so I came back the next day to get a new deal that works for me. Thank goodnesss lovely Lupe gave us the best service. It was Randy the Manager who humiliated us in front of everybody that night. I know he wants that store to make a good sale, but not treating us like we cant change our minds. Insisting that no matter what happens we didnt get the good deal that day. I know what I want and what I need ,so. . He was just fuming, and he called himself a Manager? seriously? Questions not relevant to my needs? seriously? His team were like shaking their heads,, unbelievable! Not going to that store again,

T-Mobile is terrible in the way doing its business, very untrustworthy and uncountable. It does not only give empty promises but also provides fake information to customers. It may have the best price, but it has traps waiting ahead. I was a new customer joining T-Mobile this October when they had a buy-one-get-one-free phone promotion. The new iPhone was hard to order when it was first released, and I was advised by T-Mobile local shop to call its support for ordering. When I called, a T-Mobile sales representative told me I could pay one phone in full and the other free from the promotion. After switching to T-mobile, I asked for documents on what I signed up for; I waited forever and never received what I was looking for. Within a week of opening the account with T-Mobile, I called to check my account status, and I was told that I had to pay my two phones at the full price, and I wasn't getting the buy-one-get-one-free phone promotion. Back and ford, I called many times, and each time I was told they would take care of my account, and whenever I called back again, the promotion was still not applied. I told them I could return my phones and plan to end this fraud. I spoke with many T-mobile supports and managers, who kept telling me they would take care of me and the issue. After my last call last month, I saw justification on my phone bill. Unfortunately, all the promises I received were fake and lies. After my phones' return date was expired, I saw my monthly payment for the promised buy-one-get-one-free phone was now remoted from my account. On a recent call to T-Mobile, a manager told me she was so sorry for their mistakes, but it was solely my responsibility; they won't do anything for me. This is like, "sorry, we made a mistake, it is ok for us to lie, but you screw and take the blames"! This manager also told me I shouldn't trust what their sales representatives said to me on the phone. Wow, unbelievable! Do not trust T-mobile; they are frauds. Don't do business with an untrustworthy entity!

Your customer service on the phone and in the stores is great. However the mmmm my cellphone service has been repeatedly interrupted off on for the last 10 months. Every time I call, I’m told they are fixing a tower in my area. I have been with T mobile for 15 years. Never an issue with my cellphones. I live in the most expensive tech capital city in the US, San Francisco. What is the problem with fixing the same tower for almost a year, causing my service to be interrupted this whole time?! Seriously TMOBILE get it together. You are losing customers I am one step away from leaving you and going with another carrier. I shouldn’t have to pay for crappy cell phone service, not able to text, go online, nothing..

Wow. So I signed up online to change our service from Verizon. I got 3 phones. When I called to activate them, they could not get them to activate. One was "defective". They asked that I send that one back, It was the iPhone 13. So I went to the store. Mistake. They refused to help me because I did it all online. Figures. The next phone was just as bad. I spent 3 hours one day trying to get them activated. (phone logs to prove the timeline). The next phone was laughable. It was the samsung fold phone. Great phone. After "activation" when you called the number my wifes old verizon phone would ring instead, but texts went to the new phone. Great. 3.5 hours on the phone trying to fix that one. Finally I decided to send them all back. The rep on the call told me to go to a store to make it easy. The store refused to take them because I ordered online. 4.5 hours into a phone call (you cannot get anyone on the phone in less than an hour) they finally sent me two different return tags to send the phones back and cancel my account. another trip out to send phones back and get credits. In about 3 weeks I got the credits for the devices. Great. Problem solved. Nope! Got a bill yesterday for a month of service. Never made one call, send the devices back and got credits for them! Phone number for the only phone that we got to (sort of) work was ported back to Verizon and working just fine. My wife spent 4.5 hours on chat with them yesterday and at the end of the chat they told her they had to escalate the error to someone else that would resolve it. Fingers crossed. We never made a call yet we have spent over 11 hours on the phone with reps and over 5 hours on chat to order, activate, troubleshoot, cancel and return phones. Not one call. I am sure anyone reading this thinks I am exaggerating. I would if I read it, but these are the cases of the facts and they cannot be disputed....to borrow a famous movie line. No hype, just a warning. BTW porting back to verizon took 5 minutes and they did it in the store, very helpful.

I was with sprint for more than 20 years and never had an issue that wasn't dealt with quickly and easily. If you are looking at moving to Tmobile service - RUN. They switched service and honestly treat their customers like we are lucky to have their service. Patronizing, condescending. Cell service has been horrendous. Then I get a message saying we need to move all of our lines to the new tmobile and one of our lines was not 5g eligible. I order a new 2k phone with a sim card. It arrives without the sim card - in fact, an empty bubble packet marked sim card. When I get on chat I go through 15 minutes of upsells and then I am told if I want the sim card - to be clear, the one ordered with the phone and is MIA- I have to pay to have it overnighted or it's 5 days. So, I can't use my new phone or the old one for 5 days? I had to go and buy a new sim card in order to activate my new phone. They also told me that one of my other lines had to be ported in-person to tmobile. I have my dad on my account who is elderly and handicapped but also lives 3k miles away. I hire someone to take him to the tmobile store and they tell him they can't help him. As the account owner I have to cancel his phone, order a new sim card, and then take him back to the store. I get on chat with tmobile and it goes downhill quickly. More than 20 minutes of patronizing upselling - hey guess what? He qualifies for $600 off the new iPhone 11! I said he doesn't want to change phones right now. Oh, well, he won't be able to connect to the network if he doesn't switch. In other words if you don't switch all of your phones to new super expensive phones due to our merger, none of your phones will work. Awesome. My elderly handicapped father can't access his phone.....

During a phone upgrade that was only suppose to include an iPhone 13 mini, the advisor actually processed an order for an iphone 13 , tracker, tracker service, and 2 instances of device protections to my account. After finding the error they returned the incorrect order and sent the corrected order. However, they also never adjusted the bill so I was charged for 2 phones and all the services they said they cancelled. It took a total of 2 months and 14 calls to get any assistance and then when I got assistance they only returned 50 of 140$ in miss charges and acted like they did me a favor. Now I am stuck with them until I pay off the phone. They managed to turn a 10 year loyal customer into someone that despises tmobile/sprint. Avoid this den of thieves.

Pretty bad experience today. Went in to upgrade a line and was signed in and the guy said he'd be right with us. Then, he approaches the woman who came in AFTER us and assists her! We waited about 15 minutes and walked out. They called us about 30 minutes later stating they were ready for us. Why he couldn't help and skipped us 30 minutes ago, idk. We go back and sit down and wait. We watch 4 other team members assisting others and then they all disappear in the back. We waited about another 30 minutes and I asked the guy if one of the other 4 people in the back could assist us. He said no because one manager was on a call, the other manager was on break and the other person is new, so no and that they wouldn't be available for another 30 minutes. Why couldn't someone have stated how long the wait was going to be prior to us sitting there for an hour total between the 2 times we were there? Being skipped twice and overlooked doesn't make the customer feel appreciated. We'll go to another location to upgrade our lines and I'll be writing more reviews across other platforms, as well as emailing corporate.

I began my TMobile service way back in 1998. When the company was know as Voice Stream Wireless. In the over 20 years I have experienced their up and downs and remained a customer consistently. However since this disaster of a merger with Sprint I have been left leaving as a customer and vowing to never again return. I am a creature of habit so change is neither a comfort or a easy choice to make. After the trainwreck of a merger causing my service to begin the rapid descent in quality of service I think they have no longer left me feeling confident in their service or ability to fix it

We've been with Sprint for years and years, but had to switch to T-Mobile. As part of the switch, we added an additional (5th) line and bought an iPhone 13. Then we needed four additional phones to upgrade our existing ones. The order was placed in a local T-Mobile store on 10/28/21. On 11/24 we received a text message and email that they had tried to take the money out of our account to pay for the 4 phones, but were unable to because we didn't have enough money in our account. We called them immediately, transferred the necessary money, and was then told by customer service everything was all set and our phones would be shipped two-day shipping. On 11/29 after not hearing anything and seeing no money had been taken out of our account we called and have spent collectively 6 hours on the phone talking to many different customer service reps and even to their 'help' on Twitter. Literally every-single-one of them gave us a completely different story about the status of our order and when money would be taken out of our account. It should not be THIS HARD to be a customer of T-Mobile. One of the customer service repos decided he should pretend to transfer me to a different person, TWICE, and both times trying to disguise his voice. I cannot talk to anybody in the U.S. as it seems all their customer service phone calls are handled in the Philippines, despite being told by local T-Mobile retail stores that calling 611 during normal business hours will result in the call being forwarded to a local (English speaking) call center. To date, I still don't have an answer to either of my two questions: 1. When will our order be shipped, and 2. When will money be taken out of our account. This has been an infuriating experience trying to switch to T-Mobile and get new phones. I'm at the point now where I don't want to be with T-Mobile at all nor do I want these phones. I'm going to cancel the order and cancel our service and switch carriers because of all of this. I cannot understand for the life of me why it is so difficult to just PROCESS OUR ORDER.

I was switched to TMobile from Sprint. They insist that I signed a lease contract with them for this phone and will NOT quit billing me for it ... or return the money that they already stole from me. I PAID completely for the phone when I was at their store. Completely ... It appears that after I left, "someone" filled out a Sprint Lease form and put it through their system and they are charging for "the lease" every month. They will not stop!!! and will not refund the money that they have already stolen from me. I have the original receipt. I have a copy of the lease that they recently sent to me. I have never seen it before, and it is NOT signed by anyone???

What’s the total week ago that I will be receiving a phone and a call I haven’t received none ask for corporate’s number Unfortunately I was told by corporate that they’re not taking any calls as of October 1st Would not recommend this company to my worst enemy Customer service likes to act as if the customer is lying and their representatives are right when they know the calls are recorded and monitored and they can pull the calls and listen to them. I have spoken to three representatives and the manager and they saying that they don’t see an order placed when I was promised that my phone will be coming tomorrow all I was calling them for what is the tracking number because I haven’t received a true email.

I started out with Sprint before they became TMobile. I've been a customer for about 20+ years. The new plan they have me on is great. The cost is low and no service issues.

I've been on tmobile for about a year or so and have had miserable service thus far . Only reason I've been on this far is only because of the other line ,girlfriend ,anyway We recently got upgraded to a samsun a 32 ,let me tell you ain't much of an upgrade pretty much the same as the a10 model nothing new at all except for the fingerprint security an that's it no bells n whistles same crap plus service has been way worse being the second line I haven't had service on this phone since we got em I'm on my girlfriends hot spot ,customer service is not helpful i ll at all we go back to the store they take out the Sim put it back it an call the office phone it rings then they hand it back saying "it's working ",an as soon as we leave no service ,call customer service on HER phone they tell us "there's a ticket" ,I guess for the maintence people,'an we have to wait 3 days now ", okay 4 days still no service call customer again now we got to wait two more days for a whole other phone . WTF AND THE 5 G IS A JOKE DOESNT WORK ANYWHERE WE GO ,in fact that's the first thing they turn off in the store to try to get service ,guess that works cause then their able to call their office phone otherwise forget it . For as large as this company is you would think service would be guaranteed, NOT,and customer service is abismol at best they do not try to help at all going to a different carrier A.S.A.P DO NOT BY FROM THIS COMPANY 5 G IS NOTHING BUT A GIMICK TO SELL MORE PHONES NOTHINGS FASTER AT ALL AND IT ABSOLUTLY DOES NOT WORK IN DOORS ANYWHERE NO MATTER WHAT YOU DO

T-Mobile recently changed insurance carriers. The new company is terrible! I spent 3 hours on the phone with them and ended up losing my chit. One of my phones glitched out. I did nothing to it. They said I'd have to bring it to a store since it was a manufacturer's defect. I explained that all the stores in my area that do repairs are permanently closed (zip code 14303 if you want to check yourself). The only way I could get a new phone delivered was for me to agree that it was a physical defect (ie. my fault). Then they wanted a $49 deductible. For a $189 phone. What a rip-off. The reason I have such a cheap phone is because they refused to repair my more expensive one that had a similar problem. I think T-Mobile is selling subpar equipment and making money off repairs or "new" phones. I can't wait until my contract is up!

On Sep. 23rd, I went to my local T-Mobile to upgrade my phone to the Samsung Galaxy Z Fold 3. 512G. This is my experience.... My local T-Mobile store had a promo to upgrade from my Note 10+ to the Z fold 3 for a $1000 trade in. GREAT DEAL!!! I had to pay off my Note 10+ which was $116. I also had to upgrade my line to Unlimited Plus, $10 more monthly. I also paid $30 to upgrade, and $235 for taxes on the new phone. I paid just south of $400 after all was said and done. I have a receipt that they emailed me that proves it. I left with an installment agreement in place and a delivery date of 3-4 weeks. It is now Nov. 8th and I do not have the phone, nor is there a delivery date anywhere in sight. This is the best information that I can get after going to the store 2 times, talking with the store 3 times, chatting with CS 2 times, and talking to CS on the phone 3 times. I have spent a total of 9+ hours trying to get information regarding ETA. The main issue is, (BUYER BEWARE) after the purchase is made at the store, the info is sent to shipping. When the item is "picked" and it is time to ship the phone, an order number is created. When the phone is actually shipped, the customer receives an email with an order number so as to track the shipment. Until the order is shipped, NO ORDER NUMBER EXISTS. This means, no one, and I mean NO ONE has any information regarding the order. So, now, I have been waiting since Sep 23rd and as far as T-Mobile (store, chat, and CS by phone) goes, there is LITERALLY no way to track the order. It lives in limbo. No one can help me. I have been a human ping-pong ball for the last 3 weeks, trying to figure out when or even IF I will receive the phone. CS by phone had a hard time even finding any information at all about the phone. Chat never found information. The store seemed a slightly better alternative. Today, I decided that I am done dealing with this. I just want to get a refund and be done. No. Not happening. It is impossible to refund an order that doesn't exist. Except, it does exist since I paid money, have a store receipt, and even have an installment agreement number. I spent 48 minutes on the line with customer service this evening, and after waiting on hold while the rep tried to figure out whether or not I had purchased a phone at all , I was hung up on. Yes. Hung up on. Maybe accidentally, most likely deliberately since we both were getting pretty frustrated. I received no call back. I called them after spending 24 minutes on the phone with my local store who pinged, or is it ponged? me to them. After waiting 10 minutes for CS to call me back (surely we were accidentally disconnected, right?) I decided to call the store again. This resulted in a 20 minute conversation with an employee who informed me that I could not cancel until the phone ships. You know, because I do not have an order number. This story has many, many details that I would love to share, but to avoid this becoming an ACTUAL novel, I chose to put the most relevant info in this message. The juicy stuff, those details, make me want to throw a brick through my local store's window. But, I won't. Instead, maybe I should file for a paycheck for the many hours of being ping-ponged. And, maybe I should file an expense report for my mileage. Ha Ha. Loyalty only flows one way with this company, and I assure you, the customer is not on the receiving end. So, here I am, writing this and basically copying and pasting it to every single review site I can find because I have no other recourse. I cannot cancel the phone that may never come. I cannot get my money back because I cannot cancel. I cannot get a different phone because I have a lease for a phone that I don't have possession of. I am literally in limbo. And, they don't care. Not even a little as has been evidenced by the many calls, chats, and in-person visits that have gotten me nowhere. Apparently, there is a black hole that exists in their universe. Your money, your time, your inability to move forward, are all sucked in. And, T-Mobile has no idea how to find it. Literally no idea. Who knows, I may not even have a phone on order. They cannot tell me I do because there is no order number. What if I wait 3 more months and no phone comes. Will they be able to refund me then? No. I don't have an order number so you cannot cancel something in limbo apparently. I asked how long I should have to wait. I was told however long it takes - because there is a chip shortage. Well no **** Sherlock. I get it. But, now that I know that, 7 weeks later, 3-4 weeks longer than I was told, I would just appreciate my money back and the phone "order" canceled. But, there is no order number. Therefore, there is no order. Therefore, I cannot get my money back. I guess I will remain in purgatory. Maybe for 2 weeks, or 2 months, or 2 years. Who knows, they sure don't.

I wish I could give 0 stars. I was hoping when tmoble took over sprint things would get better, but they got worse. I provide a phone for mother who lives in another state. She had to upgrade because of the 3g going away and she had an S7. This is already hard for her to learn a new phone. So I buy her an S20 FE cash and have it sent to her address. Let her know she can go to the store and they will help her with everything. Well, they won't. She has to figure out how to do it on her own. The reason is because it is a sprint phone and all the sprint stores are T-moble now. What BS. And knowing the CS reps I have talked to on the phone this will be a nightmare for her. I AM DISCUSTED with this so called CS. This was just the last straw in a long line of being lied to and misled about plans etc. I will be canceling service as soon as it suits me to do so (stuck in a buy one get one trap) I will also be posting more on any social media app I can as T-mobile obviously doesn't give a care about its customers. Take my advise. Verizon is the way to go. Even their pricing lately is comparable.

I have been a T-Mobile customer for more years than I would like to admit. They lost my family and I as customers today. We have been living in the Netherlands but we still need our USA numbers for Credit Cards, Banks, Relatives etc. I've been able to pay my T-Mobile bill all of these years (6 of which have been FROM THE NETHERLANDS) and (long story short) as of today the best that their customer service representative could do was ask me if I had a relative in the USA that could pay the bill for me! I am a 56 year old male, and they told me to go "ask mommy" to pay my bill?!!!!! Good bye T-Mobile!

The "Customer service" provided by this company is an absolute joke. First when upgrading my device they quickly take your money, but having any issue that is their fault and asking for money back seems to be out of the question. After being told my new device was to be delivered 10-18-2021 and it never arriving I reached out to customer support who insisted it was never out for delivery or even processed out of their warehouse... Strange. Then after almost 2 weeks after they decided to finally file a claim in their system which I was told would take 1-2 business days and I should receive an email confirmation about the start of the claim. That was 10-22-2021, never heard back until 8am 10-28-2021 just stating that they need more time. I have now stated I would like to cancel the order and request a refund which they stated they could not do until the claim finished. I also informed them I would be switching companies which landed me into speaking with a supervisor who issues a "refund" as a credit to my account after I asked for that not to happen.

HORRIFIC experience after being a loyal customer for many years . I had the Worst customer service, today, October 27th at 1:15pm (Easter time) was threated by the manager under the name Joe or Josh. Today, I reported a signal issue that I have been having a for a long time and he ended up telling me that I should pay more that I was not legible for a corporate discount and never gave me a solution. I tried to call again but it looks like he is the only manager working today at this shift. HELP!!! #HELPME Anybody knows who can help me with the signal issue? Also I would like to report this manager before I change to another phone company following his advise.

TMobile overcharged my account for not returning a damaged phone that was replaced. After many calls, the phone was finally located behind a bin at the return location. TMobile then placed a credit on my bill for the amount that was charged in error. As a result of the bad experience, I switched carriers. Several months later, TMobile has yet to refund the overpayment. I've spent hours, with promises of refunded the money, yet nothing. Every time I call TMobile for help, expect to spend over an hour on hold trying to speak with a reprentative, that will promise a refund but so noting.

If I could leave a 0 for the tasting I would! I was a customer of T-Mobile for over 6 years. Within this last year I've I've had the worst is the worst customer service, comma customer experience experience than anyone could imagine could imagine. In May my Samsung device stopped working. I called them to customer service since I have insurance on this device and have been paying for insurance for over 5 years. They provided to me what they call a warranty exchange so I got another device say model. I connected the device to my phone line and a day later the device stopped working. I called T-Mobile again and explain that the device was not working so they shipped me out another warranted device. The same day this device was connected it was not working either. After receiving 2 defective warranty exchanges I called back into customer service and requested that they do something different. I ended up getting a new device. The representative that I spoke with in customer servthe thing customer service advised me that the device which was $800 would be broken down into installments and added to my account. He reassured me that there was no need for me to do anything else because he would follow up and take care of everything. I never received a phone call from him again and on my bill was an $800 charge for a new device. Not only was this charge on my account but the 2 defective warranty devices that I returned to T-Mobile they charged me a non return equipment fee to the tuna $560 per defective phodefective phone. Now my T-Mobile bill is $1900!! I made several attempts to get this resolved to no avail. When I spoke with customer service it was my local customer service out of Richmond ,Virginia. Customer service advise me that unfortunately I unfortunately I spoke with outsourced customer service who is really not is knowledgeable of what really can be done and what cannot be done. My response was I called T-Mobile whether it be outsource or in the States it is t-mobile. I requested that they honor what was offered to me and they simply apologize and said that they could not. Again this began in May and I made well over 50 calls to date to try and resolve this issue. I got nothing but the run around and the it's run around and the only thing they were concerned with was me paying them money towards this outrageous bill. Speaking with customer service some of them were very apologetic and understood I requested a number of callback's from supervisors and management and that never never happened. I'm sorry perhaps once a supervisor returned my call. She said that she returned my call and left me a voice message.. I never received that voice message. Is this comment or review would take well over an hour and a 1/2 if I told you about the agony that I endured in its entirety. I will wrap this up. Just this past week I spoke with a supervisor in regards to my concerns. I was calling to find out if this back office team his office team had begun to review my account because my payment was coming due. The supervisor Wendy advised that it takes 10 business days for this group to review accounts accounts and issues and issues. Since my concern was a payment coming up what she did was agree to place what they refer to as a financial hold on my account to allow allow this back office team to review my concerns. She did this because this team you cannot speak to them directly you have to write them and mail it using snail mail or if you're lucky you will get their email address. My payment was due on the 20th of the month and she scheduled a follow up call to me on Saturday which is the 24th. Yesterday my services were canceled middle of the day. I called customer service, 2 hours into the call getting nowhere. What I can advise you is that no one is on the same page no one takes accountability no one take accountability for their errors with t-mobile. What they do well well is apologize. And I'm granted there's more details in what occurred with me however I gave you the nuts and bolts be careful T-Mobile is out to make money by any means necessary. Their customer service team specializes in miss information and good luck on trying to get it straight and a resolution that is fair to everyone. I would not recommend anyone to this company!!! Stay Away! It's funny...AMAZING NOT AT ALL!

It was the most horrible experience I've had with a carrier. I ordered the phone online and the sales rep done nothing but lie to me. I told her I wanted the larger phone and asked what the difference was between iPhone 13 pro and 13pro max. She said they were same size and only difference was the max had a better camera and cost more so I opted for the 13 pro maxing I had a 800.00 trade in so I wouldn't owe anything for the phone. I received the regular iPhone 13.I was so upset I called and it took another week for them to tell me I would have to pay full price for the Promax. I'm sending phone back today. I guess they think they can take advantage of Senior citizens.