T-Mobile

We switched to T-Mobile December 2018. Upon receiving the first bill, we noticed we were being charged for protection 360 on 2 of the phones which we did not authorize. On February 22, 2019, I visited the store and spoke with the person who sold the phones and plan to us, Kyle C. He said the credit would be on the bill and it would take up to 3 billing cycles to appear. We never received the credit. He also gave me his personal cell number so that I could contact him if the credit did not appear. In August 2019, we had to cancel our TMobile plans because my son was starting in college at West Virginia University and there was absolutely no reception with TMobile. I was forced to pay in full for both phones which were BOGO at no fault of mine. I spoke with so many representatives about this and they repeatedly referred to the contract that was signed. Although I am still extremely upset about this, I have had to put it past me and move forward. I spoke with Kyle in the store again in August after texting his number with no response. In regard to the refund for the protection 360, which was never removed from the bill, was now totaling $210. His response was that I had cancelled the account and therefore they couldn’t credit me the money owed to me for the plan. After some back and forth, he said he had to have his regional manager take care of the credit. He was going got contact her and let me know. I visited the store again in December 2019 because I still had not received the refund. Kyle avoided me for a period of time, then went to the back room and closed the door. I asked one of the sales people to let him know I needed to speak to him. He reluctantly came out and looked at the account. He said he saw a credit being processed on my account but didn’t know how much or when I would receive it. He also said at this point I had to call customer service to help any further. Tonight, I called customer service. They told me I have to go to the store and request the credit. The store is obviously closed due to COVID 19. I’m am at the end of my patience with TMobile. Between being forced to pay for both phones on full ($1500) so that I could communicate with my college son and not receiving the refund )$210) I have requested numerous times for something I did not authorize, I can honestly say I am ready to take legal action at this point. Bad move switching to TMobile! Don’t do it!!!

I've been a paying customer for almost 7 years and i wouldn't switch for anthing great service and customer service as well..t-mobile keep up the awsome work!

I am on a family plan. This plan was set up by my nephew. Every time I call in I have an awful time getting my issue taken care of. The customer service representative tells I am not on the family plan, I have no insurance for my phone and I can not get any help.

Customer service is fast and they take care of your concerns. They are flexible with payments if you need more time to pay. They are just very easy to do business with.

Been a Tmobile Business customer for ovet 6 years. Bill and coverage has never been an issue., until now. Since, the latest updates my services have degraded. Slow internet, slow connections time to calls, dropped gps. Did the whole troubleshooting thing. Replaced my SIM card and it's still has not fixed the problems. I'm not about to pay for an upgraded phone when the service is not reliable. I'm giving t-mobile a few more weeks and if the services do not improve if I'm switching to Verizon. They have plenty of honest, true deals for new customers.

Not the best cellular service, they lie about how they have the best service anywhere in the nation. But in reality I can barely get service when I’m at work, especially in the basement. I took a trip to New Mexico once and could BARELY get a 1 bar. And the data plan that my family uses is never enough but we always pay over $200 each month for it??

I have never had a problem that T Mobile wasn't able and willing to solve. That's why we have added family members and have been with Tmobile for over 15 years

T-Mobile is a great service provider. They are cheap and has great customer service. Some areas do not have as strong of a connection as others but it's still probably the cheapest plan out of all the carriers I've ever had.

My experiences with T-Mobile have all been positive...excellent service, excellent phone packages, and very competitive phone selections & phone promotions.

Since metro PC's and t mobile have come to be one company there service is not worth what I pay. Sometimes my phone works and sometimes it doesn't. I'm 61 years old and on disability. I pay 66.00 a month plus there McAfee doesn't work at all. I'm paying insurance on that and it doesn't protect my phone or my information at all. I have been hacked several times in the past year and they do nothing about it. I'm about to change companies. Been with metro PC's for over 4 years and they and TMobile only care about the money. I was sold a phone that was outlawed in the United States but they never told me that at all. Now I have to deal with a phone that won't up grade or anything else. I have to factory reset the phone every 6 months and when I do that I lose all my contacts and other information . That is very bad if them very disappointed 😞☹️😔.

We used TMobile for over 12 years, and the only real positive thing was the low cost. We had major issues with coverage and signals dropping, and when we tried to switch to a prepaid carrier, TMobile wouldn't release our phone numbers. We ended up having to switch major carriers in the end.

I just purchased the SyncUP Drive device for my car. Since I am a computer technician, I use mobile hot spot often. I was reading up on this device, and I thought this would be a perfect fit for my job. I have unlimited hot spot on my phone, so I can tether this with the device so I don't have to open my phone everytime I need to get on Wifi. I bought the device, and after about an hour of trying to get the device to recognize in the app, it finally started working. Here is where it gets interesting: I asked the representative that I was talking to if this was data limited or did it tether to my account. She told me that I had 2GB of hot spot. I was shocked! I said, are you serious? How come the plan details was not explained to me when I bought the device? Had I known that this "hot spot" is limited to 2GB, I would have walked out of the store. And of course, guess who cannot return this new unnecessary device, because the rep told me to just use my phone as the hot spot? Without paying a $50 restocking fee, you are stuck with this device. This is not to say that the device is not handy for keeping an eye on your vehicle, but my main purpose was for the mobile wifi capabilities. The representative told me that I should have relayed this to the person who sold me the device. I explained that, no, your site should explain these plans so the person who is deciding whether or not they want to make this investment, has all the information they need. Anyway, I used to be a loyal T-Mobile customer. This has changed my opinion as it seems deceitful and dishonest, especially since I just bought it and they want to charge me half the price it costs to restock it back to the store. If you are looking to purchase this device, please, don't forget to ASK the sales rep about the plans that come with the device because apparently, that is not something they should do, unless you are buying a phone, then they have to ask you what plan you want because, oh, that happens to be an integral part of your mobile device. **This device was bought at the 400 Veterans Blvd. store**

We have been a T-Mobile customer (family plan) for many years. Their customer service is very good and pricing is very competitive. We have not had any major issues with dropped calls or lack of service.

Always helpful , They put the customer needs first, Always informing me when there's a promotion. My overall experience have been good with the cfg company

Just had one of the worst customer service nightmares with T-Mobile that I’ve ever had with anyone. We on Tuesday, December 31, 2019, tried to use their computer chat system to sign up for new service. It didn’t work, so we talked on the phone. The representative told us we could get 3 lines for $100 if we prepay, which we did, and said the 3 sim cards would be delivered on Friday. So yesterday, Friday January 3, 2020, the cards arrive but there are only 2. We call and get a recording saying we’ll get a call-back in one hour. That did not sit well with me. We have a problem and their routine is to get back to customers in an hour—what if we weren’t free then? In any case, they called. We (I say we because my wife and I took turns as this call went on and on) gave our info and our issue, talked a while, got put on hold, and then a different representative came on who knew nothing about our situation. We gave our info and told our story again, and again got placed on hold and then a different representative answered who knew nothing about our situation and we went through the routine again. This happened four times. We let the 4th know how unhappy we were. He assured us it wouldn’t happen again and put us on hold several times and kept coming back. He said over and over again, each time he returned, that the problem was that the payment was processed for two lines, not three. To T-Mobile, the fact we were mistakenly given two rather than three sim cards seemed an insurmountable problem that no one could possibly solve. Finally, we said, forget it—just give us a refund. We don’t want to deal with your company because we’ve never had such horrible customer service before. So he tried to refund our money. We are now 45 minutes into our call. He says he’s refunding it and then suddenly we’re on hold and a new guy comes on, a guy who knows nothing about the refund or our situation. He is very nice and apologetic, but he can’t in his dept. issue a refund, so he transfers us to person number 6, who does in fact issue us a refund (we hope—will have to see if it actually happens on our credit card). The call lasted an hour and 15 minutes. Also, we asked person number 4 to get us the supervisor and were told the supervisor would talk with us, but that never happened. I cannot fathom how T-Mobile is a large, successful company with customer service like this. Apparently, if a customer has what the reps consider a difficult problem (like the wrong number of sim cards being sent), they just hang up and let a new person deal with the troublemaker. Unbelievable.

I've never had any problems with t moble employees. They are professional and curteous. I do have a problem with service. Too many dropped calls, static and constant tower problems. Spots through out the city where i can't get service. So annoying when i have to be in certain locations for the day. I get lots of reason when calling for help. But, ya know, i don't care the reason. Im paying for 24/7 service. And I am tired of asking the person I'm speaking to to repeat what they said because there's so much static on the line I can't hear them

I've been a T-Mobile customer since jump street. The only cell phone company I've ever been with i don't have any problems with T-Mobile they've always treated us like family.

T-Mobile is a great company thar is an innovator in technological advancement. I have been a customer for 15+ years and never ever consider switching.

They sold me a phone that was to be discounted. I bought it, but paid full price by installments. They later said that I did not qualify for the discount because I was on the military plan. I rated them higher because of Tuesday Perks including free MLB TV and $0.10 off Shell gas.

Tmobile sucks... I had them back in 2004 and just came back to them in June 2019. I thought they improved since then but still play the same games trying to charge extra. I have had problems nonstop since I switched over. I did everything on the phone but waited for my devices to come in the mail, which was a week later (phones only) but wanted smart watches. Was told by the rep to go into the store once I received my phones and there more selections of watches due to the limited one they had available through ordering over the phone. I then went into a store, added watches but they tried to not give me the promotion. (Buy one get one free). Now on Oct 2, 2019 calling to not get a high bill anymore I wanted to take the two smart watches plus insurance off, which I thought I was doing but was told that they were suspended instead. They still informed me that a bill for those watches will still be charged, which don't make sense. Why would I still want to pay a bill for something that I can use once I pick it up. I didn't know it was a difference between canceling verses suspension, especially when still paying for something verses still paying for something and can't use. 🤔😡Was told that I will still have to pay the full bill in Nov due to just of it being suspended, don't make any freaking sense. Why would I continue to pay a bill and can't use them? Run if you ever think about getting service from them, besides all this internet dont work half the time, can't let my kids get on my mobile hotspot (dont have it) and I barely receive my calls.

Too put simply this is a terrible business. You get a phone put it inside a phone case have it break less than 30 days later and they refuse to trade it back because they have such crappy guarantees they last only 14 days like really? You think I am going to figure everything out on my new phone and see if there are any problems by then to report a problem. The second experience was with ANOTHER PHONE that laster no longer than a year replacing it over 5 TIMES!!! Each time having to pay them 5 dollars to replace THEIR FAULTY PHONE! From problems with the GPS not working, screen burning, to physical warping of the phone due to heat they expect me to pay for the new refurbished one. If you are wondering it was the LG G5. Now recently I found out they were charging me for a tablet that they gave to me for FREE as part of a "free promotion" for said crappy phone. Not using it for years cause I already had another tablet found out they were charging me for it. They won't return my money cause the "promotion rebate has closed out". "They," said you needed to go on the website to claim the promotion. Yep sure the only thing they told me was to mail in a 50 dollar rebate for the phone which wasn't even from them but the manufacturer. I think one of their employees set up the promotion as a transaction so he would get more commission off of it than if I was getting it for free. I'm done with these people I'm going to find another carrier that won't be treating me like absolute garbage. If they ever want me to recommend them they might have to dig up my corpse and puppeteer my body for that to happen!

In summary, here are the issues we encountered with T-mobile: - Coverage map is false advertising and flat out inaccurate (which after calling T-mobile they confirmed an area they claimed to have service in fact does not) - Customer service is brutal as you get bounced around reps that you can’t understand, have no authority, and never get back to you like they say they will - You signup for the monthly auto payment and it routinely just forgets the info and doesnt refill causing you to lose service. In all the services we use as a couple, this has been by far the worst choice we’ve made. It has nothing to do with the money. The amount of frustration that been caused by T-mobile has put us on a mission to share our story. I cannot stress enough how terrible this company is. If anyone wants to learn more or verify our situation, happy to discuss further or share more details. Do yourself a massive favor, and DO NOT SIGN UP FOR T MOBILE

Excellent customer service, easy access to my account and to make changes without having to call customer service, they have chat. Auto payments, excellent coverage.

T-Mobile used to have excellent customer service. Now they have the worst, of any company I have ever experienced. No one individual in any department has any idea what the procedures are for doing anything in their department. Then if you have to be transferred between departments, they actually start to contradict each other. I have been on the phone with T-Mobile every day for the past 10 days, for an average of about 2 hours. Someone hacked into my phone and my computer. So I had to call T-Mobile to change the password for my online account. The person I spoke to said they couldn't change the password. What they could do instead was disable my online account, so that no one - including me - would be able to access it. I said great. So they went ahead and disabled the online account. Then it turned out that the same person had also hacked my tablet. So I had to buy a tablet, and called T-Mobile again for that reason. The person I talked to said they were going to charge me $15 or something like that because I was calling on the phone! instead of using my online account. I said, "How can you charge me, when my online account is disabled for safety purposes?" The person said, "It is not disabled for security purposes. There is no such thing. We have to charge you the $15." I said, "It's not disabled for security purposes! So how can I make sure the hacker doesn't have access to it? Can you change the password over the phone for me?" He said, "Yes, that is what we have to do. But I don't know how to do it." And he transferred me back to the original department, the department that told me that changing passwords over the phone WAS NOT POSSIBLE. The person I spoke to this time confirmed what the original person had said. "We cannot change your password over the phone. What we can do instead is disable your online account. And in fact it has already been disabled." I said, "So why will I be charged $15 for calling you on the phone to place an order, instead of going online? When IT WAS YOUR IDEA to prohibit me from going online." They transferred me again. The next person I talked to agreed that I should not be charged the $15, and "waived" the charge. Note that this entire process took about 3 hours. In that initial conversation when they disabled my online account, I asked them to change my email address, because the hacker had also hacked my email accounts - obviously. Then this guy - the hacker - hacked my computer AGAIN. I was forced to call T-Mobile and ask them to change the email address again. This time they said, "We are never allowed to change your email address for you. You have to do it yourself. Do you want us to take the high-security lock off your account?" ??? I said, "If that's true, why did the people I talk to before say the exact opposite, AND change the email address for me?" The person said, "Who said that / did that?" Like I'm supposed to remember right? I asked to speak to a manager. This person said "Oh Angela, we completely understand. We will look into changing the email address for you over the phone." They put me on hold for 25 minutes. Then they came back on and said, "Angela, we have taken the security lock off your account, so you can go and change the email address yourself." ??? I said, "Someone is continually hacking me. I don't want the security lock to be taken off my account. As I mentioned to you earlier in this conversation, and as I mentioned to the person who transferred me to you, I'm trying to get you to change the email address for me, like you did before." They said, "Oh ok, sorry. We'll look into that." Which is exactly the same thing they had said before. They put me on hold for 40 minutes this time. Then they came back saying they couldn't change the email address after all. I hung up and called back. The person I talked to this time said they had no idea what was wrong with the previous two people, as changing an email address is very easy. It's 5 clicks of a mouse. Then they changed my email address. These are only 2 examples of the conversations I have had with them this week. There are more. I don't have the time or energy to get into it (and there are limits on the length of this review). I don't have time for these conversations, so have had to cancel my account with them, effective one month from now. This whole experience (getting hacked) has been a nightmare, and Bank of America, Venmo, and ESPECIALLY T-MOBILE have compounded that nightmare several times over. T-Mobile has become one of the worst companies I have ever, ever dealt with. DO NOT EVER USE T-MOBILE.

I've been with T-Mobile for over 10 years and have no plans to change providers. They have great customer service and the same is true for the use of the phone.

I am so upset at the billing department right now. I called them numerous times to resolve a phone line that I wanted cancelled. Called the 1800 line (somewhere in the Philippines, cheap labor!) I explained to them over and over that i don't use the line and wanted to cancel it, sounds simple! There is no contract. They said that they'll take care of it- well, they never did! They kept billing me. I called again and needed to explain the whole story to another agent, this was frustrating! she said they'll be sending a credit back to me for all the months we did not use the phone, that did happen for only 2 months, but then they continually billed me again! I'm so sick of this company already. I would NEVER use there service again! They can never seem to fix a simple concern and seemed to be more interested in billings me again despite all efforts with them to resolve. BE AWARE PEOPLE!

TMobile randomly Blocks users from receiving internet email TSupport chat log: August 12, 2019 Hey there Donald! Thanks for reaching out to T-Force and bring your concerns to our attention. Just to be sure that I am understanding correctly. You sending informational SMS emails to your clients and those messages have now become blocked. Is that correct? ^TracyThompson yes the clients are TMobile cell users and my emails are returned by Tmobile server has 'Blocked' my email address is @gmail.com this is what i receive 550 Permanent Error the TMobile SERVER Blocked recipient from receiving this email Thank you Donald. Yes, for security reason any emails that are sent no using this format: MSISDN@tmomail.net can become blocked. I can see about sending a request to remove this restriction. ^TracyThompson Based on what the information that I am showing from my resources. Only Corporate customers with a business need to get messages from a specific, foreign, two-letter TLD need a trouble ticket filed for access. Meaning we can only request this to be removed from our customers. ^TracyThompson Well it was Working and Now its not last 2 weeks So that argument is horse hockey Apparently TMobile has issues NONE of the other carriers do and will ultimately LOSE Customers Donald, I understand your frustartions. We definitley want to find a resolution for this if this is an issue for our customers. ^TracyThompson Its simple unless A Customer puts the Block on TMobile making the choice is arbitrary TMobile should ALLOW all email-SMS traffic unless a Customer flags the email as SPAM We appreciate the feedback Donald, thank you for taking time out of your day to reach out to T-Force. If you have any other questions or concerns please feel free to reach back again at anytime. ^TracyThompson

I've been with t-mobile for five years on a prepaid plan $80 monthly, recently I discovered that they called it "grandfather's plan" and they had upgraded to a new platform and the service costs $50 monthly, but they never informed me. So I called them last month and they told me to go to the store, I did it and when I told them my intentions to switch they said the system was down, went to another store and I was told to wait until the end of my monthly cycle. Today was my last day of the Cycle so went to the store and they asked me to call customer service, called them and according to them I need a new Sim card. At the end I paid for the grandfather amount. I feel plaid out by t-mobile like they want to keep charging me the higher amount. Loyalty is not considered by them so this will be my last month.

They are the absolute worst. Their service sucks and they do nothing to improve it; and this is a nationwide problem with T-mobile. They are the junk food service of cell phones. This company has lied through their teeth to me and refuses to make their lies right. When I signed up with them; it was done on fraudulent lies of pricing and they sold me an out dated piece of cr*p for a phone from LG which many apps do not work on. I found out later that they sold me a 2G phone when 4G was out and active for over a year and never informed me of the fact. Again, they refuse to make their deceit and lies right and the government is useless to go to for help, even though we pay for agencies that are supposed to be out there to protect us against thieves like T-mobile. Below I gave them one star only because if you don't, they won't let you proceed; if the options were there I would give five negative star if possible. T-Mobile ranks up there as a criminal company in my book.

My service with T-Mobile sucks at home. Most of the time I have to depend on my local internet company to be able to receive and send phone calls at home. Voice cuts offs or calls drop. I shall be lucky if I get a signal by the window. I called thousand of times and every time I speak to technical support and promised to be called. No body calls and the case dies right there. The funniest is that when I call again and ask about the case, it like they never heard of me.... :). In addition I have also to use my local internet provide to get good internet. Truly, it is horrible, I am stuck with them because I am paying monthly for their phones. There are many other locations around my house where also I do not coverage at all.... I mean literally at all.... phone and internet....... My phone there is only a piece of plastic and metal.....

I’m retired from the army so I use a lot of data. I practically ever turn my phone off listening to (Podcast,Pandora,Youtube) while working on things. I was with at&t for 12 years and had their 1st unlimited plan the entire time. Never once did I ever drop 1 single phone call! Never once did a video not load. We left at&t because every year our bill would get higher and higher for no reason. We decided to go with T-Mobile because they were offering new phones. Little did I know unlimited plans are not created equal. I’ve used 40GB and I’m only halfway through my billing cycle and my internet will not work! Nothing will open and everything keeps buffering. Netflix won’t even work! Last billing cycle this happened to and lasted for an entire week. I’ve got 2-3 single bars at my house too. I randomly drop important phone calls and can’t make phone calls or texts inside buildings anymore!

T-Mobile's only issue is when in the mountains of North Carolina there is absolutely no service what so ever. If they could fix that issue all would be just great their plans and prices are the best.!

They sent my bill to collections after three days! I cannot believe how horrible the customer service is. I closed my account April 16th largely because I hate dealing with the call center in the Philippines. The English is bad and they make way too many mistakes. I was also promised free roaming only to discover T-Mobile roaming is horrible and the phone doesn't work in many places. I received my bill on April 30th. On May 4th I called T-Mobile to pay the bill but the Filipino staff refused to help me if I didn't know my pin (which I forgot a long time ago). Within three days the bill went from $88 to $110 and I received a notification on May 6th that the bill was with a collection agency- I make 6 figures! I can afford a $75 bill. I’m so sickened by this company. Not to mention the awful call center in the Philippines where no one knows what they are doing. The company promises all of these things and does not deliver. By far and above, my WORST experience with a cell phone company. NEVER AGAIN. The CEO should be ashamed of the state they have let it get into.

Please read! Horrible company! I was told by corporate that they bought Sprint, who I have been with over 10 years. That Sprint was going out of business and I needed to switch. I go into the store in Gallatin, TN which no one knew what they were doing. I was told it would be no problem, no fees and no hassle. Well, I should have walked away. They hooked up one line with the others to be hooked up in two days. We went back in two days later and they wanted us to pay $400+. So, I asked to close everything and return my phone. They wouldn’t return my phone and told my husband they didn’t have it but, I had just unlocked it 20 mins earlier. Robert (manager) told my husband to go to Sprint as soon as possible switch back to them and call him so, he could close the account. Which we went to Sprint and my husband called Robert back and he wasn’t there. The manager at Sprint had told us they should have given the phone back to me. We had to wait until Monday. We call Robert on Monday and he tells my husband that he would have to call customer service to close account. Another lie! We called corporate to see if we could get my phone back and close the account. They wouldn’t return my phone and had a hard time trying to close the account. They kept trying to get us to say with them. Why would we do that we don’t have any of their phones and honestly the whole experience was horrible! I wasted over two days of my time dealing with all of this. We also, will have a bill from T-Mobile and Robert says he would take care of it when it comes in. We will see if that’s a lie too! Update soon to come!

I have been with T-Mobile for many years and of all companies with whom I have had a need for customer service they are by far the worst. They never have answers and treat me like a third class citizen. Coverage is just fine if you happen to be in a metropolitan area but, get out of town and you may as well roll down the window a yell. Lies are common and follow ups are non-existent. In one instance I replaced my SIM cards with cards they sent me to update and everything was fine on two of my phones. The third was a different story. The number of the phone didn't show up in device information under phone number. It said unknown. I checked and they said it takes up to 30 minutes to update so I waited. Nothing happened. I checked again and they said it takes 30 to 60 minutes update. Still nothing. I checked again and they said it can take up to 72 hours (3 days) to up date. Well, guess what? "Nothing"....I had to practically threaten court action before they agreed to send a replacement for what was apparently a defective SIM card. All in all, T-Mobile is the worst there is but, I'm stuck with it because no one else has a prepaid plan that gives the payment flexibility that this one does and yes, that is a plus but a very small one. With all the other problems I sometimes wonder if it's worth the aggravation. I don't live on my phone so I'll live with it and I'm too old to change now. By the way, the reason they sent new SIM cards to me was that they said mine were old and they literally guaranteed that my signal would improve with new cards. So much for guarantees. The new cards were sent free but, when one proved to be defective, they wanted me to go to a T-Mobile store and pay $30.00 for the replacement. 'Nuff said.

This is an exceptional company. They charge as state the price has not change or crept up since the day we started. No hide cost everything up front.

My husband and I decided to switch from our current carrier to T-Mobile. This has been the worst experience we have ever encountered with any phone carrier. The plans are awesome. The issue we seem to have is for the past two days they can not switch over our numbers. My husband for his business needs to keep his number. Now, we were told that it takes two hours. Well it's been over 48 hours and nothing. We started at one location just gathering info on the different plans. This was our first mistake. I kept pointing out to the manager that online there is a plan that allows you to get the two lines and two of the latest iPhones. They told us "NO that promo is no longer valid" the only iPhone's we would get were old ones (iPhone 7). Who the heck wants to downgrade ? Well we figured fine we get those phones and we would just buy the ones we wanted (online) and come back and transfer our contacts. We let the store know we would be back the next day. They didn't have those (old) models in the store. We said we come back the next day to get things rolling. I was not happy about switching. We decided to go into another store and see why we need to get old iPhones. This second store was amazing. Great customer service and to our surprise found out the first store went and opened up an account WITHOUT our permission and assigned us with two new numbers!! We asked if keeping our old numbers was an issue because we needed to keep our old numbers. We were told by both locations this would not be an issue. Now with the plan we found out YES you do get the latest iPhones NOT old model iPhones. Also we needed to surrender one of our phones. Which was fine but I didn't want the iPhone I wanted the same phone I was surrendering. So in reality it was just a swap. Fine. The problem is the old store put into the system that I had already surrendered my phone. That's funny since I still have MY phone. So, we come to find out not only did the first location open an account WITHOUT our permission (or even us being at the store) they lied and said I surrendered my phone. You think that part would be to my benefit. Its NOT. So what happens is the location gets credited (money) for a phone being surrendered. If we had decided to stay with our current carrier we would have recieved a statement (A BILL) in 30 days with an amount that we owed. From what we can tell is the first location is running some kind of scam with people's social security numbers and messing up innocent people's credit. We seem to be in a huge mess and the second location has been trying really hard to help us. Right now we are supposedly with two different carriers. Well not for long. We are trying to figure out how to cancel this whole mess. I'm not sure how or who to contact but this needs to be taken care of . I want to file a complaint against the first location. This is a serious matter. You can not open an account without-- 1.) The client being present --2.) Lying about receiving merchandise . So the first location not only would have recieced credit for opening up two new accounts they also would have pocketed (not sure the proper term for it) the two updated iPhones we are suppsoe to have gotten with this promo. They also would have pocketed the store credit( money) WE were supposed to receive for me surrendering my phone. Also the Visa prepaid card that TMOBILE sends out as a payment of surrounding the phone. (Second portion of the credit) I suggest that corporate investigates the first location. This is a serious matter that now WE are trying to sort out. I am 100% certain this has happened to other innocent people. If anyone knows where I can go to file a claim and help us with this situation I would appreciate your help. Thank you!

We were with Tmobile for several years but ultimately left because their service was not ideal and we were constantly having dropped calls. Also, their customer service, at the time, was very hard to work with. We were able to find another plan that met the needs of our family for a much better price.

T-Mobile offers affordable plans for our family. I feel they are upfront and honest with what you are paying for. As an added bonus, we had zero issues with our cell service while recently vacationing in Mexico!

I recently signed up for service at a Tmobile store on Jan 3, 2019 purchasing a new service line from your company.  Talking to the customer service representative I was told my service would be on in two hours. Well here I am asking for my money back after talking to 12 or 13 customer service representatives.  I was finally told my number couldn't be ported because of a zip code.  I was told to ask for a refund at the store (939C) where I purchased the service.  That was on January 7,2019 . After another call on January 23,2019 my case was supposed to be escalated and today January 27 2019 I am writing to you to get this resolved.  I have never been so frustrated in my life paying money for service and those services have not been rendered, why it is a problem getting a refund? This is very time consuming for me and your company.  Bad customer service and poor customer relationships takes great companies to the pitfall of destruction.  Might seem complex now but keep getting hit with multiple social media customer service issues and wait. For $41.50 your company has taken me and probably more consumers such as myself to say this is not the best practices for a company that advertises customer services. Social media plays a large part in today's world and through your advertising it's a conflict of interest to not provide the services that you state will be provided in a contractual agreement, or give the consumer a refund due to the fact that this service can't be provided. Again after several phone as well as face to conversations I'm requesting a refund immediately after 24 days of getting the run around let us not make this escalate any further. After following your protocol below and seeing no response or resolution I feel the need to take the necessary alternative steps.

I have been w/ T-Mobile for years but the past year I would say they went from a 10 to about a 3. My phone thinks I live in PA when I live in KY. I have loved them & bragged about my service. Now I am so disappojnted I am going to change Company's.

Unlimited data worldwide at a fixed price is the best value from a top 3 provider. Poor coverage in non-urban areas and weak in store service are the reasons I would consider a switch to Verizon.

T-mobile swindled me into taking a phone without mentioning a $30/mo charge would be added, and lied about "we don't do contracts.", since it was in fact a 3-yr contract. The way the contract plays out I pay $1080 for a $750 phone. Worse yet T-Mobile will give me only a $108 credit for a phone Apple is giving a $250 trade-in value to. T-Mobile did not set up their system properly, which took hours to discern. The next day corrected the error. Then when I set the phone up I got a text from T-Mobile thanking me for setting up a new line. That was the ominous first warning I got that more was wrong than sloppiness in setting up the phone. The manage says he will let me return the phone, but I cannot get my old phone back that I traded in. If they do not let me drop a line fro three years I will have paid $1080 for a $750 phone, in addition to giving them my very good condition iPhone 7. At apple I would pay $499 for the Xr with that 7 as a trade-in. I do not really think the local employees are entirely to blame . They all had been programmed by T-Mobile to deliver this mantra of "free phone, no contracts". The only reason a $30/mo line was added was my acquisition of the their phone, and that I would have to pay back the remainder of the 3-yr amortized balance on the $750 value of the new phone if I closed an existing line before 3 years past. They rationalize that because it is a line charge not a phone charge, the phone is free. Verizon uses the extra line gimmick to cell phones at a discount, but they are very clear about what they are doing and how much you end up paying. So T-Mobile headquarters has designed training program that indoctrinates their accounting gimmick so employees believe 2 + 2 = 2. As Upton Sinclair noted, its hard to get a man to understand something when his paycheck relies on him not understanding it.

T-mobile Cell phone reception was extremely poor at our house and T-mobile had to provide a signal booster. 2 years later we were victims of hurricane harvey and we lost everything including the house. Called t-mobile to report that the signal booster got damaged (flooded) by hurricane harvey and we wanted to know what to do with it. The CSR was very courteous and told me that we could just throw it away since it had flooded. So we tossed the signal booster along with almost everything else that we owned. A year later we decided to switch carriers. Immediately after the switch, we received an email stating that we need to send back the signal booster or pay $290. We called t-mobile and explained that the signal booster had flooded during hurricane harvey and that we had been instructed to throw it away by a t-mobile CSR. Needless to say we ended up paying the $290. It is not a big deal, but just very disappointing that one CSR tells you to throw away a damaged product and then a year later you're asked to pay for it.

I bought a new phone and it was unlocked, however, it was "T-Mobile unlocked." I use Verizon. (I did not know when I bought the new phone that I was unable to use it on Verizon). I read online that if you sign up for a T-Mobile account for two months, they will unlock your phone and you can then use it on Verizon. I went to a T-Mobile store and signed up for an account. They asked me for my Verizon account number and PIN. (The reason I gave them my Verizon account information was so that I could keep my Verizon phone number). The PIN number I provided did not work. But they went ahead and activated my new T-Mobile account. I assumed that my phone number did not change and they did not tell me that it was changing. As soon as I left the store, I made a phone call and the recipient asked why I was calling from a different phone number. This is how I found out that T-Mobile had changed my phone number without telling me. I walked back into the T-Mobile store and canceled my account. I was assured that I would not be billed for the service. Two months later, I received a bill from T-Mobile for $60. I called T-Mobile customer service and told them what happened. They advised that they were canceling my account and that I had a zero balance. I asked for a confirmation number and they advised that they do not provide confirmation numbers for such purposes. A month later, I received a bill from a collection agency for $48 for the outstanding T-Mobile balance. I called the collection agency and they said I needed to contact T-Mobile. T-Mobile advised that they needed my T-Mobile PIN to access my account. I did not know my PIN because my account was active for only ten minutes. They advised that I needed to go to a T-Mobile store for help. I have no desire to go to a T-Mobile store so I can be harassed by the employees into opening a T-Mobile account. This situation should be resolved over the phone. However, I contacted T-Mobile four times and they refused to rectify the problem.

My husband and I had the misfortune of having T-mobile for one year too long! Our first experience with Tmobile was an employee that not only sold us a stolen phone but promised us a rebate for a phone that never came. When we called about the rebate, it never existed our paperwork was a fraud. So then we had to buy a new phone since the stolen one stopped working. We ended up paying at least 50 to 80 dollars extra a month for no reason at all and no one could give us a straight answer. Service is AWFUL! They sent us a signal tower that never worked. Always some sort of hidden fee and now that we changed serviced they told us last minute that they DO NOT prorate so we have to pay all our bill for 7 days of service. Awful customer service, shady fees and unreasonable prices. STAY CLEAR

I have been a T-Mobile customer for 8 years now and have been extremely happy with the service and of late, their customer service has been top notch. The value for the money cannot be beat!

I have been with T-Mobile for 6 years, I have 2 lines and jumped to 4 lines recently so I could add my in laws. Everything started off great during the process until the computer of the representative that was helping me froze. I was told I would get a call back and never did, I was told it would be no more than $100 for my changes and I was charged $146 that day. I informed them of the price difference (since i trusted them and let them charge my card since have never had an issue with them) and the representative assured me that i would get a credit for the $46 on my account, it never happened and now I am being told by someone else that there were no notes left about any credit. I have gone through 4 phones through their EIP program and have completed my balances on all of them. I was then informed that I have the highest possible credit allowance that they offer which is $3,200 but my issue was that now I have 4 lines as well and they will not raise this limit. How are you supposed to have a family plan that range from 2-12 lines but with the prices of most sought after phones being $1,000+? It makes no sense at all. I am personally tired of the back and forth and the blame game between my "team of customer service representatives" and the overseas representatives, they are not on the same page at all

They have the worst customer service that I have ever seen! Every single person I talked to gave me a different answer. I placed an order for 6 SIM cards and 4 of those lines were getting new phones and they totally screwed up the order. Order was "held up/reversed for some reason that they do not even know what it is", yet no one gave me a call. I have been transferred numerous times and no one has been able to help me. I have spend over 3 hours on the phone with them and I am nowhere closer to a resolution. Let me also fill you in on the T-Mobile scam about no contract and their carrier freedom. 1. The reason there is no contract is because you have to buy the phones by either paying full price for them or financing them. You can do the same with any carrier. 2. Them saying that they will pay up to $650 for you to be able to get out of the contract with your other carrier is a scam. Unless you have a phone in good shape to give them they will not pay anything for you to get out of your contract. So if you have a phone that might be a little damage you do not get anything. It is a total scam! How are these people still in business I have no idea! I highly recommend that you look elsewhere or prepare to have lots of issues. On top of that their coverage sucks, I have 2 friends that have t-mobile and they are constantly complaining about the service coverage area. Good luck if you decide to go with this company. Just look at the rating, B- on BBB tells you everything that you need to know.

They are the best! Lowest prices. Best plans! Phones are going up all around but T-Mobile has the best prices and treats their current customers good.