T-Mobile

Having been a T-mobile, Verizon & AT&T customer. I’ve had the benefit of comparing all of the major US carriers and here are some of my thoughts & experiences as a T-mobile customer for the past year. Pros: - A pretty good value depending on your market. - Their customer service team seems to try a little bit harder than most of the major carriers. - T-mobile Tuesdays is a pretty sweet perk. Cons: - Data throttling will leave you extra frustrated in times of need. - Service can be patchy in areas even if you live in a large urban metropolitan. - Doesn’t value users data hence the bad rap with many data leaks. I scored a great discount with my employer which ultimately was the main motivation to switchover to T-mobile. Perhaps the deal was too good as I got overzealous and added on my in-laws to my plan too. That changed my rate plan. After more than a total of 60+ hours working with customer service for a couple months, many unfulfilled escalation tickets, and manual bill credits. We were able to revert my plan back to the correct discount. The straw that broke the camel’s back was the data leak that left millions of customers personal information exposed and for me, that was not worth the headache. Not too mention the data throttling in times of need that would make loading just the Google landing page impossible. As I cut my relations with T-mobile after getting back my plan to $62/month for 5 lines (I know, it was a really good deal but not worth the headache to deal with T-mobile’s shenanigans) My final bill came out double what I usually pay although I cut my service 2 days after the service period. After calling the so called T-mobile “Experts” they were able to see my past billing payments and price but weren’t willing to make one final bill adjustment to reflect that previous monthly rate. That left a sour taste in my mouth about their business practices and I can confidently say, I will never consider T-mobile’s services for my wireless needs nor will I ever recommend their service to my family, friends and even enemies.

Horrifying I had to call repeatedly they continue to tell me the problem was resolved no worries the problem was not resolved no matter what I said no matter how I said it they would not listen to me they did not know what they were doing they did things that were not resolving the problem wasting their time in my time completely it literally not figuratively but literally reach the point that I got sick I literally got sick from distress and frustration of trying to get T-Mobile customer service to do their job and solve a problem that was actually at their end spent hours on the phone got nowhere nowhere at all I'm still not sure the problems resolved I'm scared to check and see if it is

Few months ago, due to the fact that I had to travel, I bought a 4G wireless internet access point device from t-mobile. I had to drive to a local t-mobile store in order to purchase and enable the device, and while at the store I was asked to create a pass code (basically a 4 or 6 digit number). Upon my return from my trip, I called t-mobile in order to deactivate the device given that I did not need to use anymore for the time being, and while on the phone I was asked for the pass code (they could have used several other personal information but they only would accept the pass code) and once I provided the pass code the agent stated that it was incorrect. The agent then indicated that he/she could sent me another pass code to a device but since mine was an access point device and not a mobile phone that this option would be possible, and that in order to deactivate the device I would have to go to a local t-mobile store. Given the big inconvenient and opportunity cost that would represent for me having to stop everything I was doing in order to have to drive to a t-mobile store and once arriving there having to deal with the situation, etc, it took few days to be able to go to the store and resolve that issue. It has been some time, so I do not really remember clearly what took place at the store; but as far as I can remember I explained the situation to the store employees and they asked for my id and made me call t-mobile from the in order to talk to a t-mobile agent over the phone to resolve the problem. I explained to the store employees and the agent over the phone that I would not pay for the excess days (and I did not use the device during that period) that was incurred since my first attempt to deactivate my device over the phone at home. As far as I can remember the agent over the phone was unwilling to extricate me from that unfair situation, but I made clear that I would pay for any excess charges. Anyhow, I asked the agent over the phone to deactivate the device; the agent then offered me the option of permanently deactivating the device which would then require me to buy a new sim card in case I would reactivate it in the future or temporary deactivate the device for a few months which would then allow me to use the same sim card once I decided to reactivate the device, I then choose the latter option. As aforementioned above, the excess time that was incurred since my first phone call and my second trip to the store simply was not resolved, and I have no intention whatsoever to pay for it for obvious reasons. Few weeks after my second visit to the store, I received another bill from t-mobile by regular mail showing another bill for yet another month thus indicating that my device simply was not deactivated – which was the primary reason for my second visit to the store. I then proceeded to call t-mobile yet again from home, then they asked yet again for my pass code which I provided (I created a new one on occasion of my second visit to the store), and they told me yet again my newly created pass code was wrong therefore they could not help over the phone and I would have to go a local t-mobile store in order to sort out the problem. Suffice to say that I did not go to the store and simply ignored the problem altogether given that I believe that I took all reasonable and necessary steps to resolve that problem. Wasting my time over the phone with t-mobile in one or two calls was as far as I would go to take care of this issue from that point on. Since I am not t-mobile’s driver I really do not see myself going back to their local store yet again. As of now, t-mobile is sending me collector letters (by a debt collector) in order to collect a debt that I really do not owe. To be quite frank and blunt, it really seems that t-mobile is making extremely difficult for people to deactivate or cancel accounts on purpose in order to overcharge them for services that they simply did not use. Ultimately, t-mobile is really practicing unscrupulous and unfair schemes in order steal people’s money.

It hurts me that I have to give a star I give 0 service is horrible I was lied to about what I would be getting con job for the love of all things good stay clear of their mifi box offers they lied!!!! About it I was told I get 100 gigs at 5G and then unlimited at 4 G lte 300mbps not true it cut me if at 100 gigs then I spent 3 hours on fone with so called customer service only to get bounced from billy to jack got no help so I canceled everything am just thanking god I never ever have to deal with company again lies to make the sale they are horrific never again buyers beware …. They get staff to write reviews to so don’t trust them

If I could a turd... Take my word in stead of a TURD, T-bumble is THE WORST carrier I've ever been with. I was them for 5 maybe 6 years and it just never got any better. Right near the end my phone bills came to over 300.00, ridiculous. After I left Tmoble, they wouldn't unlock my phone so I could get another service, I had to go to track phone, get a different number. They put me through hell. I Lost customer's because of this. The reps in their stores treated me like shit when I tried to get my phone unlocked. Please don't waste your money on these guys, they're full of it. Take your business elsewhere, please , these guys are nothing more than a scam. Don't do it.

Having to switch from Sprint, after being with that company for over 2 decades, T-Mobile has been nothing but a nightmare. I have businesses trying to contact me saying my phone is not working. I was dropped 4 times during a 30 minute attempted call with my daughter in Connecticut, who is also on T-Mobile. I constantly get an "emergency only access" message, having to restart my phone for service. Constant drop calls. I went to the local office here in Nebraska and they switched out my SIM card with no improvement. On our neighborhood chat, there are numerous complaints about the exact issues I am talking about. We have a "family plan" w 5 phones, 4 out of the state of Nebraska, so changing service providers will be expensive and a real issue for us. Calls into their customer service are nothing but a sales pitch, I didn't really feel like a valued customer. It feels like they are reading from a script trying to show "concern". I cannot express how disappointed I am with T-Mobile's service. I also am not impressed with the "Amazing!" box at the bottom of this review. Clearly it was put there by T-Mobile. Please get your act together!!!

Upgrade to the iPhone 13 Pro ON US up to $1000 on eligible trade in. ON US. In the United States, ON US means free. Drinks are ON US means we pay. The ad implies that current customers, such as myself, can upgrade to the iPhone 13 Pro FOR FREE, because it is on T-mobile. (FREE to me) This is deceptive, in other words, FALSE ADVERTISING. Having an iPhone 8 to trade in gets me $85 (in monthly bill credits over 30 months). That is no where near $1000 and in no way is this upgrade going to be FREE to me. I currently have 4 phones, 2 Smart watches and an iPad on the account and have been with T-mobile for many years. Imagine my disappointment. :( Now, this evening, I see a tv ad for NEW customers, no trade-in required, simply port your number from your current carrier over to T-Mobile and get the iPhone 12 ON US. This tells me that NEW customers can get the iPhone 12 for FREE. What can I do to upgrade to the iPhone 12 as a current customer??? I would have to pay for the phone. Even at half price, which the representative on the phone implied was a legit offer, this is not FREE and not fair to long-term T-Mobile customers. I have canceled the pre-order for the iPhone 13 Pro. I am more than dissatisfied with T-mobile. And THAT is ON THEM!

I was a Sprint customer since 1998 and with the "merger" I had no choice but to go with T-mobile. I thought I'll give them a shot since AT&T is the absolute worst phone service anywhere, and Verizon wants first born and a mortgage for service. I have 5 lines my mother is on my account she lives 1 mile from a major freeway and we couldn't get a signal to save ourselves. Thank God for wireless calling. I've had more dropped calls since the take over in the 20 years with Sprint. I don't know what I'm gonna do take out a mortgage or go to worse...

Absolutely the WORST customer service experience I have EVER had in my entire life with ANY company by far! Started as a T-Mobile customer in February 2021 thinking the merger with Sprint would provide better coverage and customer service. In April, I was “sold” the benefits of the wireless Internet service for $60/month which was set up on automatic payment tied to my credit card…for some reason, the store created a new account for this service rather than add it to my existing account (extra commission?). I tried to get it to work in my home but it could not maintain a signal. I returned it to the same corporate store in which I purchased it from in early May 2021. At the time that I returned the unit I had a $140.00 credit balance on the account. I was told that the credit would be applied to my wireless account. This never occurred…and despite the return, I am getting monthly bills to this day and being charged $60/mo. I called T-Mobile customer service back in May and was told I need the account PIN before they could speak with me…I told them that I never had a PIN. They told me to return to the store (40 miles away…each direction) and show them my ID and they could reset it in the store. I traveled to the store, I was told that was not anything they could do…I called customer care while in the store and the store manager informed the advocate that was not something they could perform. They went back and forth for an hour with no result. Customer care saw the return, but wanted ME to verify where the product went AFTER I returned it to the store. I traveled back to the store and put the manager on the phone again…with no solution. This has gone on like this now for four months…and T-Mobile STILL is charging me $60/mo and NOW IT IS HITTING MY CREDIT CARD…which now I need to report fraud as T-Mobile refuses to stop charging me, refuses to discuss my account with me, refuses to refund my money and credit! This has been a complete nightmare that I have driven over 1,000 miles and wasted 20+ hours trying to resolve…and not getting anywhere! Being an Attorney, my next path appears to be litigation…maybe that will get someone’s attention!!!

Make sure they give you what they promise. T-Mobile advertised an unlimited-data plan with a one-month free trial of their service. . I signed up, requesting SIM cards for my iPhone and two base-station phones (wired phone using the cellular network). I asked if I could use the iPhone WiFi Hotspot feature with my computer and they said I could. They sent me three SIM cards, one with talk and data for the iPhone and two data-only SIM cards for my talk-only base-station phones. Naturally the data-only SIM chards were USELESS for my talk-only phones. I called their support center (over an hour wait to get through) ,they told me they would fix it. The next day the cards had not been switched so I called again, only to be told me that I would have to wait until the end of the billing month to get the SIM cards switched (after the end of the "free-trial"). They sent me a survey form about the call -- and I let them know I was not happy. A supervisor called me and had the SIM cards switched to talk-only in a few minutes. Note that each of my calls to their support center started with a wait time of from 30 top 75 minutes. Eventually everything worked ok for a few days, then the data on the iPhone slowed to a useless crawl (even the Google home page timed out). Another hour-long wait time to contact their support center -- only to be told that the "unlimited" data plan does not include the WiFi Hotspot Why didn't they tell me that during the initial sign-up when I first asked about it? Was that omission intentional? I cancelled the service four days before the end of the "free trial" month. A week later they charged my credit card $71 for this "free trial". I called the support center again ("only" a 30 minutes wait this time) and they said they would look into it. After two months, there has been no response from T-Mobile and no refund. I missed the deadline to contest the charge with my credit card company. I have gone back to my previous honest, well-organized, and friendly service provider, Consumer Cellular.

Negative stars if I could. I was with Sprint before and had less problems, now that they took over, cell service at my home dropped like a Rock. No service, can't call out, no text consistently at my own home in a big city. Take it I don't live far far away with no cell towers. They keep this up and there business will be shuttered not now but down the road if all customers experience these things constantly. I am seriously thinking about switching after being with Sprint for 15 years. It almost sounds like they want us existing customers to leave, well keep this up and millions will. BAD CELL SERVICE AND TERRIBLE CUSTOMER SERVICE BEING TOSSED AROUND.

My experience with T-Mobile reminds me of the cell phone service in the 1990s... shoddy at best. The ONLY redeeming feature of T-Mobile is their relatively low monthly service charge. However, I remember my mother's advice... "You get what you pay for." When living in Fort Worth, once you go 15 miles to the north or west, you have NO phone service! You are only saved going to the East and that is only because Dallas is to the East. Once you pass Dallas, T-Mobile is back to service IF you are IN a city or town but extremely spotty signal if you aren't. From their ads, you expect this to be different but you must learn to expect the unexpected! An example would be driving in the car with the family. Often, the front or the back seat will have signal but the opposite location will not have a signal. Today, while driving from Lufkin to Beaumont, my wife, in the front passenger seat had signal but I, the driver, had no signal. We had to run the GPS off of her phone. For this reason, when we took a trip from Fort Worth to Utah, I bought paper maps because most of the way, nobody in the car had a signal. My daughter has Verizon and when sitting next to each other on the couch... she has 3-4 bars and I have only 1! Phone customer service is almost as bad... it's just the "luck of the draw". I'm living in the country, now, and if the winds are right I get 2 bars signal, max! I called and was told to go to a T-Mobile store and get a "signal booster". I drove the 50 miles to the NEAREST T-Mobile store only to be told that I had been given the wrong information... I can only get one by calling the same people who told me to go to the store. I asked the rep, who answered AFTER A 25 MINUTE HOLD TIME, for a "signal booster". After an interrogation to "confirm" who I am... she asked, "Why do you want a signal booster?" I thought it was a trick question! Why do people normally sit 25 minutes waiting... and another 5 or so minutes answering all sorts of questions for a signal booster??? I said, "To boost the horrible signal?" She said she'd write down that response, as though it was not the usual reason for a signal booster. At the end, she said, "I don't want to give you any false expectations but you might get the signal booster in 2-3 weeks" I started laughing... "You mean it could take longer?!?" She answered, "Well, we only get them when the company manufacturers them." Now, please tell me where "verified" customers give T-Mobile a supposed 3.5 rating??? Did the employees call or write in?? The T-Mobile mantra over the years I've had their service and have complained about it is: "We're working on it. Just us some time." It HAS to be written for every phone rep to see because I have endlessly heard that excuse! Once, they had someone who "claimed" to be a T-Mobile engineer call and speak to me and even HE gave that line go me.

The phone service is great! But the fact that they stay busy and don't let employees have a break very often is concerning. I work in retail myself and find it hard to enjoy a meal on break. I can only imagine working all day and not getting to eat.

Customer service representatives are not knowledgeable. your call will disconnect after they put you on hold. If you call back you need to repeat your problem again. If somethings goes wrong with your line, Just give up and switch company. That is what we did. here is our story: Since we were going to stay in Canada for the couple of months, we changed our plan to unlimited data and talk and text to Canada and Mexico, My husband and I phone worked but the 2 other lines for my kids didn't work as soon as we crossed the border. First few days of our stay we were talking to customer service for at least 20 hours and no results. We had to switch our plan to use Bell Canada. Since me and my husband had to keep our line for work, we kept our line for longer. However, when I called to cancel our lines and get refund for the 2 lines we didn't use, we fell in the same trap.... talking to unknowledgeable rep, connecting to supervisor and disconnecting the line. I don't want my refund anymore. just don't want to waste my time with this company.

I live in Santa Fe, New Mexico and the service here is inferior at best. Their customer service was great at first and very diligent about getting my service to work better and kept recommending different phones to try over the course of 6 months. When it was finally obvious that it was not the phone(after trying 4 different phones) but the carrier, I left and they were great about it until 2 months later I started getting bills that made no sense. They charged me for 2 of the phones and never told me and also charged me for the booster they sent me even though when I asked them if there was anything else I needed to do to terminate, they said no. Hence, 2 months later, I received a two invoices totaling $900.00. I did not receive any guidance from them, even when I asked. It felt like I was dealing with a Used Car sales company rather than a reputable Cell phone carrier. Be careful what they promise vs. what they deliver.

Local store people are great--company is terrible. We traded in my wife's iPhone8Plus that had always had a Zagg screen protector on--LCD was in mint condition, no lost pixel, working perfectly, no touch issues at all. Local assistant manager, Roh (who gave us fantastic, above and beyond service), said it was in mint shape. When we shipped the phones in for exchange for the promotional $830 back--at first it said it was all good. The only reason we traded in and switched is because we anticipated that our 4 iPhone 8's would drop in trade-in value significantly when the iPhone 13 comes out in the fall since the 8's were the lowest model that got the highest value trade in amount. So it was financially better, supposedly, for us to trade now even though all the phones were working great. Then the receiving depot for trade-in phones said there was a problem with the LCD and we weren't going to get the money. But they don't have any proof of the display being bad just a generic statement in a database, no pictures of a problem, no nothing, no proof. T-Mobile verified to me that the package got there in good shape. We shipped the phone in the bubble wrap provided by T-Mobile with extra cushioning inside the box and we left the screen protector on and the case still on just to be sure it was not going to be damaged in shipping (which it wasn't, and which T-Mobile agreed that it wasn't damaged in shipping). Then after objecting to the removal of the promotion with no proof and an assistant manager of our local store who said it was in great shape, they said that the promotion would be reactivated. Then a week later they said it wouldn't. And then they said, after re-objecting that they could get the promotion applied again. And then a couple weeks later finally they said it wouldn't and they couldn't and there was nothing else to appeal. I insisted on talking to the phone bank customer service manager who simply said, I'm not going to dispute your story of the LCD or what the assistant manager of the local store said or even that the LCD was in good shape, but, he said, there is nothing we can do about it. Then he tried to give me the line others had--"it must have been something you couldn't see on the screen that was bad." I've been working with computers for 35 years. I've never seen an internal issue with a screen that didn't cause a problem you could see. Really! The whole process took long enough that we were past the buyers remorse time period and besides, we can't get our old trade-in phones back anyway to trade in with some other provider, so we screwed and stuck being in a two year contract. We had already switched my mother-in-law to a T-Mobile hotspot and have consistently experienced in accurate billing and terrible wait times and terrible support when we call in for support for us and for her. For example, the limit on the hotspot we got her is 100GB a month. They said the first month she went over, so they slowed her down to 3G speed for the last 4 days of the cycle. But when we got the bill, the bill said she only used 93GB the whole month--so why did they slow here down when she didn't actually go over the limit? We've had that same problem 3 months in a row with her. I've had to wait hours on hold to get through--40 to 60 plus minute hold times each time I called in for billing or tech support for us or for my mother-in-law. We were going to switch my mother-in-law's phone service to T-Mobile, but we won't now and we can hardly wait for two years to be up so we can leave them and never come back. We've been with ATT on and off for 16 years and Verizon for about 6 years in the last 22 years. We'll stick with the companies who stand behind their promises and actually provide customer service. Too bad, Roh and the local team at the store I went to would get a 5 star rating from me. But if I could give the company a zero, I would. Their coverage, even where they say they have strong coverage and fast speeds is hit or miss. We live in an area of "strong 5G signal" an no gaps in service on their maps. But we've had more dropped calls with T-Mobile in the first 6 weeks than we've had in 10 years with ATT and Verizon. So don't believe their coverage maps either.

T-mobile speeds are pretty good, when you can get any connection at all. Live in a well covered 5G area, and get 3 or 4 bars on a new iPhone, but can only get data about 50% of the time, or less. Phone calls go through, but DO NOT rely on any data service from T-mobile, even with a strong signal. They used to be quite good, but for last 6 months it's been abysmal. And I'm not a heavy mobile data user; generally less than 1GB/month, mostly well under. Ironically, I get the best data throughput when I'm in more rural areas, in this medium sized city, forget using your smart phone for anything other than a phone. You won't get your Uber ride, you won't find the best directions to your destination (unless you load it before leaving the house using your wi-fi), you won't find the nearest coffee shop, you can't even ope a lot of apps that require a data connection to even open, no weather forecast away from home, etc. They are cheap, but also in the sense that they do not provide good value for the money, low quality, etc. They are cheap because really mostly what you are getting is a phone service, so unless you still use a flip-phone, you are not getting a good deal.

I was a customer for several years and signed up with T-Mobile at the Outlet Mall Store in Wesley Chapel FL. When we called the store to check on new phones, the man we spoke to gave us a trade-in price that was acceptable. When we came to the store, he suddenly noticed that he had read the info incorrectly and reduced the trade value by half. We then cancelled our account with T-Mobile and they billed us for an extra month after we had service with another carrier. On calling T-Mobile I was told their phone customer service could not access our account because it was closed and that I would have to go on-line. When I went on-line I could not access the account because it was closed. I finally paid the extra month after they sent the bill to the credit bureau. The company is a bunch of rip-off artist.

I exited out of T-mobile on 30th June and by some misunderstanding, I could not pay the bill. They sent me a letter on 6th July which I received on 12th July. I wanted to talk to the T-mobile people regarding the bill so didn't paid the bill immediately. I got a call from collection agency on 14th of july regarding debt collection. I went to store on 15th and they resolve my misunderstanding. I paid the bill on 16th of July. on 24th of July, I am getting the letter from convergent outsourcing regarding "Debt collection". I haven't seen a business so impatient. I will never deal with T-mobile in future.

Research this company thoroughly before accepting offers that sound good. They're disorganized and their customer service reps on the phone will flat out lie to you multiple times. I finished an 18 month phone lease and wanted to upgrade my plan and phone. My account had a $0 balance. AT&T offered a better deal, so I called T-Mobile/Sprint to discuss my options. They transferred me to what they called their "Retention Dept." The rep presented numerous benefits of staying with TM/Sprint, such as an educator's discount, so I went into the store to sign up for those account features. Unfortunately, the store reps said that what the Retention Rep offered was, "impossible," because some of the things didn't make sense. For example, the educator's discount hadn't even existed in well over a year. I called customer service again and, after waiting on hold for 52 minutes, was again directed to the Retention Dept. This time, the rep said she'd give me a lower rate. I asked if she could note on my account what we agreed to and she said she shouldn't need to because the changes had already been made and will begin at the next billing cycle. Since the new plan was settled, I went back into the store to upgrade my phone. At that point, the store reps said there weren't any changes on my account. I again called customer service and asked to be transferred to their Retention Dept, as the in store reps suggested. The rep on the phone said the Dept. doesn't even exist, but he tried assisting me anyway. He also promised things that I later found out weren't entirely true regarding phone replacement, but said he noted things on my account. When I visited the store again he next day, I was told that his notes were vague and didn't include some of the things I came in to discuss. I again called customer service, but this time had the phone rep talk with the store employee. Finally, we were able to work out an acceptable phone plan. Keep in mind, while all this was happening I was also trying to upgrade to a better phone. I had finished my 18 month lease and was told I had a zero balance. However, they wouldn't allow me to upgrade to another phone unless I paid $200+ or sent my phone back. I was fine with sending the phone back, but was then told I couldn't because it has a small crack in the screen. If they were going to re-lease the phone to another customer, I'd understand not accepting it back. However, the model is 3 or so years old, so I know they'll just use it for scrap or toss it entirely anyway. I offered paying some to have the small crack repaired, but they rejected the idea. On another note, I was never told that I would still owe anything on the phone once the lease ended. That doesn't make any sense. I was then told by a store rep that I could bring in any other phone that would turn on and that didn't have any damage to trade in for an upgraded phone model. However, when I brought in a phone like they asked, I was told that the phone options they suggested I upgrade to were unavailable at that store. I eventually ended up visiting four stores in the area and they all seemed to say different things. The last store I visited yesterday had the phone that a previous rep suggested I upgrade to, but the in-store reps said that sending the phone back, even with a potential repair, would still not entirely bring my phone balance to zero. (Remember, my 18 month lease had been completed and paid in full.) Even the store employees there said that the Sprint/T-Mobile merger has been a disaster and that they can't wait for things to settle down because they've seen many customers come in and complain about the same problems I'm facing. People were talked into leases that were misleading. If you look online, you'll see that others had the same problem. This is not a problem that's uniquely mine. To summarize, the customer service reps on the phone are not on the same page with each other and will flat-out lie about plan options to keep you with the company. The customer service reps in the store are also not on the same page as the ones on the phone. However, the in-store reps were at least honest about things. I've never see such a dishonest, disorganized company. I've wasted roughly six hours on the phone with them and probably four more in various store locations the past several days. I cannot wait to leave this company and STRONGLY recommend you look elsewhere for service.

PLEASE READ THIS BEFORE CONSIDERING SIGNING UP WITH T MOBILE. I would have given 0 stars if it allowed me to. I do not recommend using this provider. They falsely advertise their promotions. When signing up we were told by multiple customer service representatives that T-Mobile would cover 100% of the remaining balances of the phone lines with our previous provider. After being with T-Mobile for 3 months the balance has not been paid. I spent multiple days on phone with multiple customer service representatives. Each representative was not helpful. I was told more than 3 times that I would be sent prepaid credit cards for $600 on each card. I never received a card. I was told multiple times that a supervisor would contact me on that day. I never received a call. I have not gotten reimbursed for the payment I made on the remaining balance of my phone lines with my previous provider.

Back when 2g was a thing, T-Mobile disabled one of the towers in town and were converting it 3g (at least this is what they told me). After that, I had no signal for 90% of my day while living in a major city, where I previously had signal. I called and complained. They sent me some equipment to get better signal in the house. I now had no signal for only 80% of the day! Wow. I called repeatedly and they wouldn't do anything about it, which is breaching the contract by not providing service. So I shut off my account and sent the equipment back through a sanctioned method. A month later, I got a bill for the rest of the conteact AND the equipment I returned and they refused to work with me. It's around $1600. They continue to post it to my credit too as I will NEVER pay them for this unlawful bill. I hired a lawyer and made one of their third party collectors drop it, which sent it back to TMOBILE, and they sent it to a new collector. So, plan 2, we're going to continue to fight it and tell everyone about T-Mobile's embarrassingly horrible service.

Service is GREAT Billing and help with problems is the worst I have ever dealt with. I have called a min of 6 times to get my account straightened out - total night mare! Have it in writing what I has promised - now told they cant do that - total BS

I was a Sprint customer that was forced in the direction of T-mobile after the purchase/merger with sprint. My experience since then has been VERY subpar. T-mobile seems to have no real concern with Sprint customer's nor Sprint's 3rd party vendors(asurion). I have spent at least 24 hours of my time over the course of 6 months dealing with a defective device from asurion. I have spent another 24 hours trying to reason with sprint/t-mobile about the issue. I have spent at least 36 hours trying to find a physical location that was willing to help, with NO prevail...THIS COMPANY IS NOT CUSTOMER FRIENDLY. LOOK ELSEWHERE FOR SERVICE.

I was debating changing service from Verizon to Tmobile because of price. We did decide against the move because the connection was not as stable near us. This was all fine. However, when I went to cancel the lines, we had started, the lady on the phone did it incorrectly. 6 months and half a dozen employees later, they have now sent the bills that we should not even be receiving to COLLECTIONS. I am beyond myself with frustration. The phone lines have NOT been used and I have been trying to cancel them since October of 2020. It is now Mid 2021 and NOT one single employee or supervisor seems to know how to cancel the lines. They all apologize and agree it is NOT my fault and yet...here we are with them dinging my credit over phone lines I do not use nor want.

T-Mobile is just terrible and dishonest. Two months ago, I suddenly lost access to the network. The next day, I went to the store about it and was told it was my phone. I was not convinced but they left me no other choice than buying a new handset. It turned out that I had lost access because it was in fact T-Mobile who had improperly assigned my line number to a SIM card on another phone, something known in the industry as a SIM swap. Then the store had in fact concealed the real cause and deceived me into buying a new handset, even charging me an upgrade fee. When I complained, T-Mobile nickel & dimed me. I filed a complaint with both the Better Business Bureau and the Federal Communications Commission and T-Mobile responded with a bunch of lies, trying to sweep the issues under the rug and avoid any regulatory problems. I suspect that thousands of other customers have been deceived the same way.

HORRIBLE, HORRIBLE, HORRIBLE CUSTOMER SERVICE. DO NOT USE THEIR SERVICES IF YOU WANT TO AVOID PROBLEMS! On 3/12/21 I went to the T-Mobile store managed by Ivan Martinez inside the Millenia Mall in Orlando, Florida. I was interested in getting a new iPhone 12 Pro with T-Mobile on their Magenta plan. I was approved to make 36 monthly payments for the iPhone 12 Pro, apparently under the Jump On Demand program. On 3/14/21, I returned to the store with my wife Aixa Figueroa, to get her on my plan. The manager of the store offered us the buy-one get-one-free iPhone deal. They informed us that since I bought my iPhone 3 days, we would qualify for that deal. We left that day content with two new iPhone 12 Pro’s. However, the next day my wife noticed that her iPhone 12 Pro with T-Mobile was not receiving any calls or texts. Instead, all her phone calls and text messages were going to her old iPhone Xs Max with Verizon. We went back to the store at Millenia Mall on 3/15/21 to inquire about this problem. They stated that it could take as long as 72 hours for a number to transfer and for us to remain patient. As they accessed my account, they also realized that they made a mistake because we were not supposed to get the buy-one, get-one deal when the first phone was bought on Jump on Demand. In order to correct my account, they made us pay $50 additional dollars to satisfy the down payment amount for the Equipment Installment Plan (EIP), and they also changed our Magenta plan to the Magenta Plus plan, which we did request. We were unaware of the change to Magenta Plus until we returned to the store two days later on 3/17/21, because my wife’s iPhone hadn’t activated with her phone number yet. By 3/19/21, my wife’s phone still was not activated with T-Mobile, after Verizon already released the number and the plan was still Magenta Plus. Our problems failed to be resolved, therefore we returned on 3/19/21 to the T-Mobile store at the Millenia Mall to express our dissatisfaction to management and to request a complete refund on the items bought. The store manager agreed to return the entire amount we spent on the devices without charging a restocking fee. Before leaving the store, we made sure to remind them to close our account because we did not want any recurring fee on our checking account. They assured us the account was terminated and that we would not receive any further fees. They told us to not worry about anything else. On 5/1/21, I receive a charge of $224.25 on my account, making me overdraft significantly on my account. That same day, I called T-Mobile to inquire as to why I was charged if my account was closed on 3/19/21 and I no longer had the T-Mobile iPhones. They continued to explain that they were not going to refund me my money because this was a pro-rated charge that I supposedly owed for the month of April 2021. This was impossible because I closed my account on 3/19/21 and was no longer using their services. I demanded to speak to a manager, and eventually they agreed to return the $224.25 to my account INCLUDING the $35 overdraft fee my bank charged me. On 5/1/21, I received a refund for $35 from T-Mobile but I never received the rest of the $224.25 that they promised to refund me. I waited for a week for that money to be refunded but never saw the money back in my account. I called back 5/7/21 and re-explained the situation to multiple T-Mobile customer service representatives. I was eventually assured that the refund would be processed and within 72 hours I should see my money back in my bank account. A week passed and I still did not see my refund in my account, so my wife called on 5/14/21 and spoke to multiple T-Mobile customer service representatives, and AGAIN was assured that we would no longer have to call T-Mobile for the refund because the issue would be resolved and the $224.25 would be placed back into my account. They placed another refund “request” and had me wait for my money. On 5/19/21 we call AGAIN, only to find out that the refund request had again been denied. T-Mobile has taken much needed money from me for an account that I closed on 3/19/21 and now refuses to refund me money that I rightfully own. Every time we call and get ahold of a T-Mobile manager on the phone in attempt to get the problem resolved, our phone call magically fails. I am the only person who works in my household due to the COVID-19 pandemic and this situation has paced my family in a very unpleasant financial situation. I would like T-Mobile to return my $224.25 that they took from me for an account that THEY failed to close on 3/19/21 when we requested it of them.

I have constant issues with service, data, tower which is located a few miles of my house. I have used technical support and they do they same thing to refresh to tower and explain tower issues.I had been suggested new phones and a cell hotspot which they do not provide. I had to look for one to purchase. My connections with calls and data are not up to standards even doing what was suggested. I am bed bound and need reliable service. I have connection issues to make a call. I have issues of calls being delayed to people I call even after I hang up. I have consistent dropped calls. Messages aren’t received by others for hours. Customer service is better in ways than others but have issues of correct documentation and notes not being documented for correct services to be provided. I would give zero if possible!

Really negative 14. Forced to choose one star. Tmobile experts my left toenail. 3rd time not a charm. THEY LIE. Say "free" to close the deal then you get a $275 bill for the "free" equipment. Billing wrong and over charged EVERY single month. Hours on the phone twice a month to correct. I was told it was corrected and here comes another outrageous bill for products and services that I never ordered or received. Don't Don't Don't fall for it. They are horrible!! Hidden charges??? You bet in spades. All three experiences with them over 10 years exactly the same. Oh! And let's not talk about their 5g network that drops calls and crashes your phone internet. They are "expert" rip-offs and liars. Straight Talk. No issues and very affordable and fabulous customer service. No taxes, hidden fees, wrong billing, hours on the phone with dummies, dropped calls and service coverage better than anyone else that I've used. 83% of reviews are bad. Go figure. Have an awesome day ya'all!!!

T-Mobile is just as bad and the Internet Service Providers by selling compromised cellphone as a sale. T-Mobile Android cellphones are compromised and design to eavesdrop on their customers, causing frequent dropped calls, low or no signals although your are standing next to their cell tower. You will also receive denial of service if you complaint to loudly or to much. Overcharge for data never used, cloned calls due to their illegal wiretaps on the service of targeted victims. Verizon will trick their customers into signing 2 year contracts, then near the end of your contract, your cellphone is compromised, this is to force the customer into purchasing a new cellphone with another 2 year contract for compromised services.

T-Mobile Is The Worst Company I Have Ever Dealt With In The Whole Wide World The Person That Owns This Company Has No Value In Their Customer's That's How Money Hungry These's People Are They Hire Illegal Immigrants Or Foreigner's To Work For This Company Take Over Companie's Like MetroPCS Allowing Their Employee's To Degrade American's Especially The Black Customer's I've Been With Metro PCS Since 2003 It Wasn't The Best Company At Least You Had A Voice T-Mobile Bought The Company Out It's Like Being On A Plantation Your Paying Bill With No Respect I've Had Every Plan On My Phone It Buffs All The Time Good Example My Billing Date Is On The 4th Of Each Month My Phone Is Buffing By The 12th Of Each Month Data Does Even Roll Over I Intentionally Did Not Use My Phone In February Black History Month To Prove A Point The Data Is Not What They Say It Is When I Called Them On March 3rd 2021 The Representative Said I Used Up All Your Data And I Kept Telling Her Over And Over For An Hour I Didn't Use The Phone In February But You Used Your Data That's when I made The Decision After 18 Years And The Last 6 Year's Arguing With T-Mobile I Made Decision I'm Not Going To Pay People To Degrade Me And Disrespect Me Every Single Month I'm Working Class We Don't Have Money To Give To Rich People 👎👎👎👎👎

T-Mobile raised my phone monthly service fee, I switched service in the middle of to keep my same number (30 years) to Consumer Cellular, didn't use ththe e full month. Then T-Mobile tried to charge me for the next two months, when I disputed the charges on my credit card they charged me a $20.00 fee each time. I filed complaint with the Indiana Attorney General, found out they were charging me for a phone I paid cash for, They reversed the charges, but didn't take away the dispute fees of forty dollars. T-Mobile wrote the Attorney General that all was settled, then they charged me another $23 dollars on my credit card and turned my account over to a collection agency for the $40.00 dispute fees. I was told that everything was clear now, we will wait and see, the attorney General is not happy and refused to close the file. Horrible service and a scam overcharging and trying to scare me with a collection company. Stay away from them. T-Mobile dispute this post I have all of the information

T-Mobile at first appeared to be a step up from Verizon's shoddy customer service. I was able to set up cellular services with T-Mobile and have my phone numbers ported quite easily via phone with their representative(s). That always seems to be the easiest part when attempting to obtain any service - T-Mobile is not an exception in taking potential customers hard earned cash and in a prompt fashion. Their reps were courteous, friendly and appeared to be quite knowledgeable — again, a step up from Verizon. However, and stay with me here for this is almost amusing (emphasis being on almost), T-Mobile sold me cellular service for an area that they do not provide cellular coverage for. Yes, you read that right. They obtained my location information, verified my location information and then sold me a package for non-existent cellular services. What?? Now I am in the process of finding yet another cellular company that does indeed provide cellular coverage for my area. Third time lucky it's been said. We'll see. There is an issue on the table here of the money I paid this company for the activation fee for such non-services. The first rep I spoke to said she couldn't refund an activation fee which led me to speak with a supervisor. This supervisor initially said the same thing — stating she was as high up in management as I could go to have this issue resolved. She was it. Excuse me? - I think not. As usual, I persisted and between her speaking to her management team (of which I was just informed didn't exist), they were able to circumvent the inability to refund the activation fee to my bank account by issuing a pre-loaded debit card for the activation amount that I could use anywhere as a debit card. This said card is "supposed" to be mailed to my home address — but "be advised it could take some time arriving". I am a bit hesitant to believe that said card will actually arrive considering that this same company told me their cell services covered my area, sold me a cellular package and took my money quickly in the process of doing so. Are they to be believed or not? That remains to be seen. This supervisor, like so many other sub-par businesses, was apologetic that I was sold such services but I grow weary of such glib apologies from such companies. They are not the ones spending countless hours having to rectify issues that have arisen solely due to their very own ineptness. It is far easier to give lip service than to get on the horn and have these issues resolved in just as quickly a manner as they were in quickly extorting good money from their customers. I told this supervisor that I would be filing a complaint with the Federal Trade Commission for Fraudulent Business Practices - for selling services to consumers that simply do not exist. Her reply was that it was not fraudulent. Pardon me ma'am, but this practice has fraud written all over it unless I am mistaken in the meaning of that word — which in this particular instance, I think not. There's also the issue of my spending even more of my good money in purchasing a T-Mobile compatible phone, but we won't go into that issue for fear of this company turning tail and hitting the road running. It would be highly unproductive for me to waste my time attempting to do so. At the beginning of this review I stated T-Mobile's customer service appeared to be a step up from Verizon Wireless customer service; however, Verizon never sold me cellular service they were incapable of providing. If you have to make a choice between these two I would suggest Verizon. At least you would have cell service while attempting to resolve your issues of which Verizon will inevitably drag out. If you can avoid these two companies altogether then I would highly recommend going elsewhere for your cellular services. There are many to choose from. Do not settle for sub-par services. You are not at their mercy and you are deserving of quality service.

We have had nothing but trouble with T Mobile since Sprint merged with them. We upgraded our phones with our "free upgrade" and got charged $300 for each one ($900 total). Got that mess fixed after MULTIPLE calls. They were taxing us for THREE different cities, we lived in one. Got that refunded. We qualified and got the Govt Employee discount for hubs phone, tax exemptions, and the Freedom Plan for the other phones. And yet, they somehow kept removing both discounts and our tax exemptions AND changed our plans with our consent "to a cheaper (for them not for us) plan." THEN said they had no record of us applying for the discounts/exemptions! BUT miraculously found it when I confirmed we had the email stating they received it and it would be applied. THEN our bill shot up every month over $100-150, same song and dance every month. Only last time I spoke with a supervisor and told her I would not be remaining as a customer if I had to call them every single month to correct our bill. She "guaranteed" me it was fixed and would not change and gave me an exact amount it would be. BuT, SAME THING THIS MONTH. Only now, another "supervisor" said there was "no way our bill is that price." And argued with me that the Freedom plan wasn't removed when it clearly said "canceled" though not by us! After a lengthy discussion, him basically calling me a liar, saying they "had no record of anyone guaranteeing that and that my bill was correct" and me explaining that we never authorized anyone to "change our plan" and that breaking a guarantee/making changes to our plan without consent would be a breach of contract costing them more than us, they somehow confirmed I did indeed speak to someone. (Imagine that?) And all this after I KEPT saying it was a PHONE CALL not a chat. Marvin couldn't get past the fact I CALLED not chatted with them last month. He kept saying he couldn't "find" my LAST phone call. Not hard since it was my last interaction with them. Even said the "discounts I got last month were a one time thing." No, they were refunds for over billing! He said I paid one amount when the bill clearly show I paid a different amount. Now we DO have that "low price" for a year now because they DID record the "guarantee" we were given by the other supervisor (who was great) and it is contractuaĺly valid for 12 months, even though they believe it was in error. BUT NOT A SINGLE APOLOGY from Marvin, the one who said I was wrong. Removed over $2500 in over charges the last 3 months! At least it gives us time to pay off our last few credit cards and change companies. Never had these issues with Sprint. And we will not be staying with T Mobile. Worst company we have ever dealt with. ALWAYS ask for the conversation transaction number and keep it. Always check your bill. They remove discounts every month that are supposed to be for your entire contract. They conveniently lose any applications you file on time and can't ever "find" conversation from previous calls. Always call. Don't use the chat unless you screenshot all of it. Can't wait til we leave. They broke the contract so many times we can legally walk away and owe them nothing after only a 4 months with them. They can't get a single thing correct. Never had problems with Sprint. Worst merger ever. Worst customer service. Will NOT be staying with them since legally we can leave our contract without repercussions.

Horrible experience! I was going to switch to them but after them wanted a ridiculous deposit decided not to. So the guy at the store front cancelled the set up and order. Or so I thought. They keep taking money out of my bank account for a service and phones that I don't even have! When I call customer service I get the run around. If you ask to speak to their supervisor they hang up on you. The actual store front tells you they cant do anything because on their end it shows cancelled and locked. Total Scam! Worst experience I have ever had with a phone service. What they are doing is illegal, I have a feeling I am not the only one going through this. Maybe they should have a class action law suit or something started against them.

Extortionists. The "service" they provided was a memory chip they sent me that caused my I-phone to crash literally rendering it useless until the T-Mobile chip was removed. Tried help from customer service and they couldn't figure it out. They changed my phone number when I asked to keep the one I had. Then when I tried to cancel their service they sent me on a wild goose chase from store to store to finally cancel after a week of trying. And then after all of the trouble their "service" provided me they send me a bill for $254.69 which is twice as much as they initially said the "service" would cost, then threatened to report me to the credit bureaus. Sounds like extortion to me. I tried to submit a picture of the bill but it exceeded memory requirements (5MB).

The worst coverage I’ve had in 20 years. Terrible customer service (apathetic, mechanical, written scripts). Because of the terrible coverage, we need to get a new carrier. Then we find out what the scam really is. When We signed up for a no contract, unlimited plan, I was going to pay cash for my phone. Salesman told me a number of ways it was better to pay it over time. I bought his lie. I have no contract, but it cost me 800 dollars to terminate my relationship with this provider. 400 of it was punishment fees for leaving t mobile. Worst experience in telecommunications I’ve had. 2020 MoneyTalks news article rates t mobile and sprint as the total disappointment they really are. Out of 33,000+ consumers, it is the worst rated company on all fronts. And all the employee “support”are poor performing, disinterested individuals.

Switched from Verizon to T-Mobile for new IPhone Promo and perceived better pricing. Not enough signal at my home needed a Cell Booster. Lots of area around me with poor service. Areas with 4 bars of 5G no faster and sometimes slower than Verizon 4G bases on SpeedTest by Ookla. Video in text not supported. Beautiful video is downgraded in size to become such low quality they are unwatchable. I text a lot of video's to people. They can text me full quality 780P Video I cannot send them any. You get what you pay for. I regret going with T-Mobile. Customer Service works really hard to make you happy. They are good people. Company over sells its services in Marketing. I mam an unhappy camper.

I have had a Sprint Business plan for over 8 years. The service has always been so so but the price and store assistance was decent. After a while a business account rep was finally assigned to me. I wish she wouldn’t have. No sense of time when it comes to responding. I’ve been waiting tmfor months for credits for over charges, weeks to even get an email or phone callback from 2 reps that are supposed to be servicing my account. I can’t even get a phone canceled or ordered without jumping through hoops. Stay far away from T-Moble/Sprint business. They have terrible customer service and ethics. Maybe I’m not a big enough client since I only have 28 lines with them.. Switching to AT&T

I cannot strongly enough discourage any and all to avoid the new T-Mobile. First, I was T-Mobile customer years ago and I was very much impressed by their customer service. I moved to a new location that had a worthless T-Mobile signal, so I had to switch to AT&T. Years later, I rejoined T-Mobile. Despite their promises that they had a good signal, it turned out T-Mobile had a very inadequate signal at my new address. After 7 months of waiting for T-Mobile to provide the promised signal boaster, they told me to find another carrier. They were unwilling to compensate me for 7 months of crappy coverage. When I left T-Mobile, my ex-wife spun off her own account, which was supposed to include her phone on her line on which she was making payments. That same afternoon, I went online to pay off my balance. T-Mobile had left her phone on my account. I called immediately, and they agreed they'd made a mistake. After 30 days of them not being able to actually make this phone go to the ex's account because their computer system has/had a glitch, they offered to just give me a credit to zero out my account. The next month, instead of a credit, T-Mobile doubled the charge. After many, many, many calls and countless hours of my wasted time, as well as a letter to the department which handles disputes, I was sent to collections. Sadly, the company I had switched to was Sprint because their coverage map showed great coverage where I live (BTW: the area where I live has no access to broadband, so my phone is my only access to the world), but what their coverage map showed wasn't true. A few months later (right after Sprint and TM merged), the closest tower to my house went offline due to a part that is indefinitely backordered with absolutely any idea by Sprint/T-Mobile when that tower will work again. No compensation for this either. I went to Verizon. When I tried to pay off my Sprint leased phone and close my account, T-Mobile did everything within their power to keep my account open so they could continue charging me. You cannot cancel your account in the app or online. You MUST call and wait and wait and wait to talk to someone who will tell you that you have to call another dept, and start the whole process over. That would be bad enough, but even after you find the right dept and tell them to close your account, they refuse. You must provide irrefutable justification as to why, and they deemed my experience with them as not enough - so they just kept putting me on hold, transferring me around, and asking me over and over what they could do to keep me from leaving. Did NOT matter to them that my number was already ported to VZW weeks earlier. I spent hours on the phone, chat, and in the store before they would close my account and agree to stop charging me for service I was not getting or using.

I've been a T-Mobile for a while their service is good but there customer service and convenience needs extreme work I'm one of their prepaid customers who have to pay their bill using the website instead of simply logging into the app plus I have to constantly pay for a new sim card when I need one. I will be switching to Verizon soon because they allow their customers to pay through the app. They don't care whether you are prepaid or postpaid. T-Mobile wants customers but isn't looking out for their existing customers.

T-Mobile has the fastest service with the most coverage. Their customer service can be a little overbearing at times, but overall T-Mobile is a great company.

T-mobile is a good phone service. You do get what you pay for. The plans are fairly affordable and the T-mobile Tuesday perks are a plus! I have good signal everywhere I go for the mot part and the data is very efficient.

We chose T-Mobile because of their rates and international plans. We left T-Mobile after a year because they lied to us about several things: 1. They aid that our area didn’t have good service but that improvements were being made to correct those issues within 1 month at the most. Those improvements never happened. 2. They told us that we had to upgrade to new phones when we transferred from ATT. We found out that that was a lie. This lie cost us approximately $1900. 3. We were told that if T-Mobile couldn’t provide us with service in our area they would release us with no additional phone fees. Again a lie: we had to pay approximately $700 to leave T-Mobile for Verizon. 4. Even after paying phone fees that continued to lie when we attempted to transfer our phone #’s to Verizon. T-Mobile stalled almost a week in unlocking our numbers which violates government policies. THIS IS THE WORST CELLULAR COMPANY EVER WITH THE WORST CUSTOMER SERVICE (EXPERTS ha!) I’VE EVER DELT WITH IN MY 25 YEARS OF HAVING A CELL PHONE!!!!!

NUMEROUS COMPLAINTS NUMEROUS TICKETS PLACED BY TECH SUPPORT AND STILL NOT RESOLVED. PHONE 1+8 DOESN'T WORK WHEN YOU ARE PLACING A CALL TO ANOTHER 1+8 PHONE. Joined TMobile in July to take advantage of the 1+8 phone at 50 percent off. I purchase 2 of the 1+8. One for me and one for my husband. Ever since I joined in July calls between both of our phones only work 25 percent of the time. Calls to other people is ok since they have other type of phones. Problem is calling each other on the same brand and model phone 1+8. I've been complaining every few weeks and Tech Support has been writing "tickets" but the problem is still there. Technical support keeps saying there's an issue with the software of this 1+8 phone and they are working on it with the manufacturer. I've been hearing the same excuse for 3 months. You hear a silence for 30 seconds then go to voicemail. Other times one of us cannot hear the other when by a miracle the phone rings and goes through. We end up having to text. Check the history on BOTH phones and you'll see the same number dialed repeatedly because we are unable to establish communication. We are in our 70's and I'm staying at my daughter's because I had surgery 2 weeks ago.he's also 70 and is incommunicated at our house not being able to call us in case of an emergency. TMobile deserves a rating of -0 Now you are replacing both phones with the same brand as the one we already have and DON'T WORK when you try to make a call to the same type of phone. RIDICULOUS!!!

I was a sprint customer since 8 years or more, recently I changed job that t-mobile BYOD plan was offered for my employer. I called to use that promotion, first they made me to create a new account in tmobile and transfer all of my numbers to tmobile (while sprint and tmobile were merged) . No! it wasn't easy I become a tennis ball between these two sprint and tmobile for days and hours. After couple of weeks trying different methods of calling sprint , calling tmobile, going to store, trying online I eventually made the transfer happen once I stayed in store for a whole day with the store rep trying to get someone to help the transfer by phone. After that the process of creating BYOD account was done and then transfering my old numbers from normal tmobile account to this BYOD account started. I have been calling them , everytime being transferred to multiple people and explain things over and over it is been 12 hours yesterday 4 hours, this morning 4 hours and another 4 hours on the call with them to make my phone number transfer from one account to another. Everytime they promise me it will be done in couple of hours and then it is not done yet!! very frustrated with the customer care and the whole organization! no one reads the record of the other person, if the call gets disconnected no one calls me back! and they have been making me to go through the same process with a new set of reps again and wait on the line for 30 minutes every time.

I've had t mobile for over 6 years and they never seem to let me down when it comes to issues with my plan, phone and or service. I've finally had enough and decided to share the final straw. I have a Samsung galaxy s20 ultra which from day one has not worked properly. My service is terrible, I have to constantly retry outgoing calls, incoming calls go straight to voice mail, text messages don't send, can't receive messages, and when I finally do get some type of decent service messages will come in 6+ times. I'll have full bars and no service, 5g signal but slow to no internet connection. Extremely frustrating paying for a 1500$ phone with cell service to use as a wifi only device. I have contacted t mobile numerous times to resolve the issue and over the past 8 months have been given different troubleshooting methods that never resolve the issue. Finally yesterday an associate tells me it's a software issue from Samsungs end, which is a little confusing to me, seeing how I never heard of these issues with other carriers on the same phone. They only offered to have me trade in my phone for a lesser phone. Or pay more money for a better one. Not taking into account that I paid about 600$ on this phone already. Which is extremely unfair to pay for a phone for so long that has not functioned properly. T mobile has given me so many issues I try to be understanding but this is it. I would not recommend T mobile to my worst enemy. Such a failure of a company. Taking so many steps backwards acquiring sprint who has the worst cell service out there even worse than budget services. Suck it T mobile!

HORRIBLE CRIMINALS! They LIE about EVERYTHING just get a dollar. Their rep STRAIGHT UP LIED to my face and said my phone would be unlocked (so I may use w/another carrier), as long as I paid off the ACCOUNT BALANCE. She said she would have her manager expedite the request and have my phone unlocked in 2 hours and that she would call me back personally to see that is was unlocked. She did call back, but the phone NEVER unlocked. When I spoke to 2 different reps, they told me there's an EQUIPMENT balance (which the previous rep I spoke with NEVER mentioned) of nearly $400 that has to be paid before they will unlock the device. T-mobile was already charging me $147/month for a SINGLE (ONE PERSON) phone line, so that tells you enough right there. I just decided to switch data to the FREE NEW CELL PHONE furnished by AT&T (which offered me BETTER cell phone plan for $80 LESS and month than criminal T-Mobile. GOOD RIDDANCE, I WILL NEVER EVER USE T-MOBILE SERVICES EVER AGAIN AND WILL MAKE SURE EVERYONE I KNOW DOES NOT OR DROPS THEM ASAP.

I dont have much complaints for the the 15 year I ve been with them 2002- 2015 and 2018 till now, but I have noticed twice so far that they literally make up false charges on your account, especially when you are signed up for a automatic payment withdrawal every month. And if you dont carefully watch what s going on, you will miss and they will keep on stealing from the millions of clients they have. this month i was $30, next month could be $3 but it still a theft. This month I was charged $138 instead of the $109 I am supposed to pay. I immediately noticed and called to see what s going on and I was informed that they did some changes on my account (unauthorized of course, and without my knowledge) and this is why my bill was $30 extra. They apologized and issued a credit,. this is the second time I caught them cheating by making up false charges and they always apologize and refund them. But the only reason i noticed was because both times was amounts over $20. If it was something like $5-$10, I d never noticed. This is a SCAM, a theft, Be careful with them! Always watch your bills. If I catch them once again, I am done for good with them.

After 15 years, my relationship with t mobile is over. Yesterday I called in to upgrade my phone. I was told of an offer that I agreed with...but they would not mail me the new phone, I had to go to the mall in person to complete. As we are in the mist of a global pandemic, that seemed problematic. At the mall, after waiting in line with mask, I was told that was not a valid offer and would have to move to a new contract at a much higher cost. At home again was told not to worry, go back to the mall and have the manager call in to verify the deal and that there was a notation on the account to satisfy the manager. At the mall I was turned away again with the admonishment that “ customer service will tell you anything to get you off the phone and in the store”. After 2 visits to a Covid hot spot mall, I now need to self isolate from family for 14 days, as a family member has a compromised immune system do to cancer. T mobile has gone from ‘cool to cruel’ I will now try a new plucky upstart company called Ting with fingers crossed.