T-Mobile
Is This Your Business?4.8
Overall Score
Thomas Olney, MD
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.
6 years ago
Maria Costa-Diaz Dallas, TX
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 They told us "NO that promo is no longer valid" the only iPhone's we would get were old ones (iPhone 7).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!
6 years ago
Jen Paxman Lehi, UT
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.
6 years ago
Jamie Richards Lehi, UT
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!
6 years ago
Disgusted McDonough, GA
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.
6 years ago
Beverly & Eric Brab
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.
6 years ago
Jack Winnetka, CA
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.
6 years ago
Merritt Albuquerque, NM
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.
6 years ago
Claudius League City, TX
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.
6 years ago
Ryan North Brunswick, NJ
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.
6 years ago
PY Plano, IL
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
6 years ago
Mackenzie Gilbert, AZ
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!
7 years ago
Jonathan Ocala, FL
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
7 years ago
Abel Garcia Orange, VA
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.
7 years ago
Linda Randall
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.
7 years ago
Shelbie Plano, TX
I've been a loyal tmobile customer for 5 years and haven't had any problems until recently when we switched to the military One plan under my dad. Since then, we've had nothing but problems with everything from billing to no one being able to figure out how to put us on the correct plan. Every time we call in, we are told something different and now tmobile blames us for issues they caused! I was told that I needed to turn my S7 Edge in or pay for it, so I turned it in and got a new lease under my dad's plan. I was then given a credit for the S7 lease of nearly $400, but now they are charging me that $400 and threatening to take me to collections if I dont pay it. Nobody seems to know what they are talking about, they apply credits and then take them back, put us on the 7 line plan when we only have 5 numbers, upgraded the plan to the more expensive base plan when I specifically said we didnt want that plan...it has been a NIGHTMARE!!!! Then the retention department wants to make "it right" by just saying "sorry you were told wrong the previous 7 times you called in."
Tmobile should be ashamed of itself for treating our military and veterans this way! This is the WORST customer service I have ever recieved of ANY company I've ever done business with!
7 years ago
Garrett Headley Santa Barbara, CA
Although I can't really say anything bad about the cell coverage for making calls, the data rates are horrible and I spend over half my time on Edge rather than LTE. That's even living inside of the city limits of Santa Barbara, a decent sized city. And dropping down to Edge pretty much renders any app that needs data pretty much useless. The only reason they get 2 stars instead of 1 for me is that their European plans are pretty good compared to the other carriers.
7 years ago
AL Fremont, CA
The prices are good, and the service is better than decent. Got a text when arriving in Japan: Free 2G unlimited data and texts and 25 cents a minute phone calls. Not bad at all!
7 years ago
Devin schultz Valdosta, GA
Probably the worst bait and switch cell company out there!!! Moved my business from V to T-Mobile and was given a piece of equipment as a perk and store mgr told me he was covering the monthly charge as well. Folks, read the coverage map - don’t just look at the colors as they are deceiving! Had minimal coverage in a major town and no coverage at work. Moved to another town and same thing! So when I switched to another carrier they have now charged me for the full amount of the “free” equipment AND the charges for the line the mgr promised me was going to be taken care of.
7 years ago
Peggy Shelton Greensboro, NC
Been with tm over 12 yrs. Bought galaxy J7Star 7-17. Proems since then unbelievable. Been to corp store 20+times for fixes; more than 75 calls to cs, supvs, experts no help. Finally, told it was hardware prob with phone. Told them this all ready and contd to try and fix it. Hv been sent 4 refurbished ones. Demanded new phone. Each time told me new phone shipped. Today supv Corp Solutions stated last phone shipped was new. He lied because it was not in same kind of box as my new phone was, no SIM card, no charging cord, wrapped in cellophane, no instruction booklet. I'm not stupid enough to fall for such a bold faced lie. I have waited to reach cs 30 mins to 1 hr 20 minutes, usually 45 mins.
Been promised new phone since hv been with them so long, so many problems for so long, blah, blah. Still received used phones. In my entire life, have never experienced such horrible service. Have spent the better part of my life trying to resolve issues since took delivery. This company has the art of lying, bait and switch perfected. Interesting facts: it seems that all trouble tickets on my phone at the store hv disappeared, and there are no notations of any employees promising a new phone, rather than used one. I am not surprised at this revelation, it's referred to as CYA. Never do business with TM unless you want to be driven raving mad and cheated. My plan is to use my former phone. If the employees at tm can do SmartSwitch correctly. If they cannot, then hv no idea what to do. Have my mo. bill charged to MC, paid for everything re. New phone with it. Credit card cos. MC will handle my dispute with co via their bank. In past disputes they cr amt in dispute immediately, and all resolved quickly in my favor.
7 years ago
Avery Fowler Pleasant Grove, UT
Me and all my family have always used T-mobile, there customer service is always so nice, and they are very inexpensive. You get a lot for what you pay for.
7 years ago
Amanda West Jordan, UT
I believe that everyone understands the risk of buying phones from people over the internet. However, I very seldom meet someone that has an issue. I bought a brand new iPhone 8 Plus from someone online, met him in person to retrieve it. Not to mention, this was on my birthday. Payed $650 for it. He told me it was paid off. I trusted he was telling he truth or that he would use the money I just gave him to pay it off. That was in April, now in end of July, I return home from a trip and my phone IMEI number is blocked. I go to the Apple store to see if they can tell me which carrier it’s locked to. It’s T Mobile. So I head over to the T-Mobile store to see if they can help me out. They look up the imei and find out the dude hasn’t paid on the phone in months. I asked if they can call him (it is their responsibility, since they sold him the phone.) or if they can help me out in any way(ex: if I opened up a line with t-mobile, just transfer the remaining balance. I worked very hard to save up for this phone.) they said no, Which I understand there’s things you can’t help a customer with. But here’s what really set me off, the lady preceded to tell me that I am “not very smart” for buying a phone over the internet because there are risks. She kept bringing that up throughout the conversation, making me feel like an idiot. She was VERY rude. She then gave me the number of customer service to see if they can do anything. I called on my brothers phone (considering my phone is now broken) and the man that answered once again said he couldn’t do anything then preceded to say the same thing she did. Making me feel really stupid, again. Because of this experience, I will never ever open a line up with T-mobile. What happened really sucked and they were not showing any empathy at all. The guy who sold me the phone blocked me on fb and instagram whenever I tried to get in contact with him. Peopls really suck. Now I am without a phone for who knows how long. My phone number is connected to everything of mine. I don’t have any recent old iphones, I gave them to my siblings. I have no money and I am beyond upset about this whole experience. The D bag that sold me the phone and ESPECIALLY T-mobile being very rude about my circumstances.
7 years ago
Trevor Pasquale Port Richey, FL
I use to be a customer back in 2017 the coverage is decent in some areas other areas are very bad customer service is ok would rate customer service a 4-5. I switched to at&t and I'm very happy customer great service & I get coverage mostly every where now would never go back to t-mobile
7 years ago
Steven R McGinley Kansas City, MO
I opened an account with T-Mobile in April, 2017. I tried to use their service for a few days, but the reception was horrible at the place I work and at my house. I returned the phone, paid the restocking fee and asked them to cancel my account. They said they took care of it, but I notice in August I had been billed two $100 payments. I called them and told them their error. They said they would refund my money and close my account. They refunded me $100 and still owe me $100 and only remove my credit card from the account, they did not close it. Since then I have received a bill saying that I owed them more money, a letter from one collection agency and then a second collection agency. After receiving each of these, I called T-Mobile to get this taken care of and ask for my $100 dollars. Each time, I wasted four or five hours being passed from agent to agent until one finally lied to me and said it was taken care, only to find out it was not.
7 years ago
JOSHUA MORSE St. Petersburg, FL
First they let someone walk into a store and buy a bunch of new IPhones on my account, no need to check ID or get my verification code, that makes sense. Since then my bill has been wrong every time and now the app wont work on my phone and they will only let me make payments over the phone. I have been a customer for more then 5 years with zero late payments and they are making it so I have to do extra steps to pay my bill. I have wasted hours of my life on hold and waiting for them to resolve issues only to be told there is nothing they can do, or that it is fixed and it is not. Avoid at all costs, not worth the headache.
7 years ago
Mary Hermida Minneapolis, MN
I highly suggest staying away from t mobile. I'm being charged for an I pad I never received. If I stop paying on it my credit could be hurt. I'm trapped...small claims court seems to be my only solution..so now I have to do the work and find the time to take t mobile to court. This isn't right..I've been getting jerked around by them for over 3 months about this. They probably thought I'd just give up! Please spread the word about how shady t mobile is...I'm going to every review board I can and every panel I can find...I'm going to make sure they lose as much business as possible by me just telling the truth!!!!
7 years ago
Mathilde Woodstock, IL
I ordered a sim card via the phone and it was mailed to my address a few days later. I was charged $60.82. When I tried activating my new sim card, it was not working. I have spent the last two days on the phone with customer service trying to get this sim card issue resolved. I keep being told that the sim card is reserved and keep being put on hold and transferred. I then went to a T-mobile store and they also couldn't activate the sim card, so they put in a tech-ticket and told me to try again in 24 hours. I waited 24 hours and the sim card is still not working. I have called the sales department to try and get a refund and so far have been transferred four times and put on hold for over 40 minutes. The issue still has not been fixed. I am extremely fed up with T-mobile and do not recommend it to anyone. I will be filing a complaint.
7 years ago
Angela Malone
I have a service that works. I am bale to have 24/7 contact and a lot of access to things readily. There may be a problem when first signing up but they have the most reliable equipment
7 years ago
Nathan naber Omaha, NE
Best cell provider in the US. They listen to their customers. Provide top-notch customer service 24/7 and faster data speeds than any of the other cell providers
7 years ago
Aubrey Mesa, AZ
As a loyal tmobile customer of 12 years, I'm sad to say that this company has ultimately gone right down the drain. These days their service is mediocre at best, but they claim to be cheaper than most other companies, which is supposed to be a perk, right? However, their JUMP program is a complete scam and when their sales representatives give false information to make a sale the company refuses to make things right. Their phone promotions are only meant to reel in new unsuspecting victims and do not apply to existing customers. Long term customers are treated like garbage because I believe Tmobile figures they've already got you and that you're not going anywhere, much like an abusive relationship. Their retention team is an absolute joke too. When I told them we were considering moving to another company because of the way we had been treated their response was that we better hurry and leave before a certain date so we didn't get charged for another month. Hands down the worst customer service ever. They even overcharged us on our final bill, but we're on to bigger and better things now.
7 years ago
Jen Audubon, NJ
This has been the worst company I have ever dealt with. We had our identity stolen and our number ported out as well as phones financed in our name. I have spent four days being passed between reps with promised of call backs that never happen. I was told the fraudulent phones would be removed from our bill but they are still there. The thief also still has and is using our phone number. Please google about tmobile hacks. This has happened before yet the company has refused to speedily help us. Today I called and was told no fraud has been reported yet I have called and spoke to reps for four days! Just yesterday I was told this was being worked on. This is a nightmare and Tmobile has made it so much worse. I would not recommend this company to my worst enemy.
7 years ago
Paul Roberts Zephyrhills, FL
It's bad enough that their cellular service is poor and the signal strength is terrible. On top of that, I had to get one of their "cell spot" units because they had no service at my home and this unit was supposed to boost the signal. The device barely boosted the signal at all and basically did not work. After leaving for another carrier, I closed out the account, having paid every dollar owed. When I received something in the mail from T-Mobile after this, I assumed it would be my credit on the account. Instead, it was a bill for nearly $300. It turns out they were charging me $300 for non-return of the cell spot unit that did not work in the first place. As it turns out, enough time passed that I had not realized I owed for this unit, thinking I had purchased it instead. Because it did not work, I discarded it. I called to explain and spoke with a supervisor at T-Mobile, indicating I'm fine paying a reasonable "I am stupid" charge for my mistake, but did not feel that I should owe the entire $300 when it certainly did not cost T-Mobile that much. I also reminded her of the unit did not work. $300 under the circumstances is a "we do not want to work with you" full retail, "go away" price.. All of this was to no avail and nothing was offered but unyielding policy. I guess they didn't consider what they would end up losing in reputation and return customers. I figure that far exceeds the $300 they rigidly insisted upon... In addition to this, I was able to find half the unit which I turned in, but T-Mobile refused to honor any refund (even partial)...
7 years ago
Sarah Coats Sandy, UT
T-mobile is a great phone company. However their stores are not the best. Judgemental boys work at them who are not helpful and just want you to go home to set up your phone so they don't have to.
7 years ago
Krystal Orem, UT
Service is sometimes very spotty and will randomly drop calls. The reception isn't the greatest at times! The only thing that keeps me with T- Mobile is the amazing price. I have found when I am calling to get an issue resolved, I have to be transferred to 5 different people before I can get any help.
7 years ago
Victoria Records Colorado Springs, CO
Hey everyone, just a heads up that T-Mobile will lie to you and refuse to unlock a phone that you own for any reason they can come up with.
I was lied to repeatedly by different customer service representatives about being able to unlock my phone I had purchased through T-Mobile. I was told at first that I would be able to unlock the phone even though I was still paying because I was military, then I was told I had to wait 2 weeks, then I was told I needed to pay off the $721 I owed on the phone . After I paid off the phone I was told they could not unlock it because I had to have it active on the plan in the US for 40 days. Me and my husband are stationed over seas so this is impossible, I had made all this very clear to them from the begining and they continued to lie and say that it wouldn't be a problem and tricked me into buying a phone I cannot use. So just be aware T-Mobile exploits and lies to military members.
8 years ago
Darrell Provo, UT
Affordable with good service. There reps are generally knowledgeable and give quick service. I'm very happy with my family's current plan. It is very affordable $25/person with unlimited data and calls.
8 years ago
Geoffrey Geist Mission, KS
It's too bad there is not a choice for zero stars. Phones seem okay and cell service adequate but stunningly bad customer service. After two days and hours on the phones we still can't get them ported and 8 out of 10 customer service people we've dealt with so far were either rude or useless.
I had T-Mobile a year ago and was happy with them so I don't know what happened since then but stay away at all costs. It will literally cost me $200 just to NOT do business with them and I'm paying it. Yes, you read that right, I'm paying $200 to NOT do business with T-Mobile ever again.
I should have taken the sign when I went in to get the phones and an incredibly angry customer stood there screaming at them for 20 minutes for the abuse he suffered. But thought no, he just was having a bad trip. I was wrong. It's a shame that we think it's normal now to be abused by cell phone and cable companies because we have little choice.
8 years ago
James Holsinger
Worst company ever to deal with, you pay what you see my butt. I have had them for year because originally they had an unlimited everything plan for $50 a month, the dumb kids they have working there aren't even aware what the company charged more than a few years ago it's sad. Anyway everytime I upgrade my phone they force me to change my plan and even though they promise it will be better it slowly gets worse. Not they have my on a plan that says it's$110 for the plan with 2 phones and $95 to pay off the phones which is $210 a month no other features or anything my bill grows every month and now its $350 a month for the same service as stated on my bills. They keep tacking on random fees and charges even though they advertise "what you see is what you pay no hidden fees" then when you try to talk to them they send you through a run around that takes days. Stupid customer service, lying backstabbing cheating company ran by a thief. The ks for ruining the only company that had any decency left.
8 years ago
Brandon Parsons Davison, MI
Worst mobile wireless company I have ever had the displeasure of having. I can say this with total confidence because I have had them all. Thumb Cellular, Sprint, Verizon, AT&T, Metro PCS, and so on. I am less than a week into my new contract with them, bought the new Samsung Galaxy S8+, and I have had nothing but issues with connectivity since day one. Mind you I am also in a well populated city less than 3 miles away from the nearest T-Mobile cell tower, I don't live out in the boonies. My main problem with them is their customer service (or lack there of). Always getting the run around, reps constantly lie to me and never give me a straight forward answer. Filed a BBB claim hoping to get the issue resolve ASAP thinking someone from main corporate office would contact me. NO!! I was contacted by a basic low level customer service rep who lied and said they were a supervisor from corporate! I know this because the number on my caller ID was the same number listed on google and website as customer service number, which does not resemble the number I know of to be the corporate number. Also was a Saturday when this rep called me and the corporate offices are only open Monday- Friday. Another technical rep lied to me stating that the towers my phone are trying to connect to are undergoing maintenance and that they would be done by the 19th of September and should have no issues after that, even though this so called "supervisor" I spoke too said that all their towers and services are working as they should and are not undergoing maintenance. If I would have listened to the tech rep and waited it would have put me past my 14 day grace period to exit my contract without paying penalties or buying out of contract. He PURPOSELY tried screwing me over by getting stuck into my contract so that my only choice at that point would have been to pay a boat load of money to buy out my contract. PLEASE AVOID THIS COMPANY IF YOU ARE THINKING OF SWITCHING!!!!!! I would rather try to string together two Dixie cups to contact someone than use their lack of services. Would probably even get better results.
On another note, the rep specifically at the Lapeer, MI location had no clue what he was doing. After leaving once my services were "active" I got home and found out that he never even included my data plan into my contract! He also got my social security wrong on file AND under my EIP (equipment plan) for the two phones I purchased should of shown two identical Samsung Galaxy S8+ phones. Instead showed a Galaxy and an LG G6, a phone I don't even have!
After being in the store for nearly 3 hours I seen many people come and go to pay bills and what not, but this one older lady came in (clearly didnt know how to use her smartphone) and ask the gentleman working if he could fix her phone. After explaining what she thought was wrong with it, and looking over the phone for nearly 20 minutes, this guy had the audacity to tell her that her LCD screen was broken and would cost a pretty penny to get it fixed. Being pretty tech savvy myself I asked the lady to walk with me outside the store so that I could take a look if she didn't mind. She agreed and it took me all but 5 minutes to realize that she had accidentally switched her theme profile and activated the polarized image under her accessibility settings. ( Photos were negative polarity and all her icons were white when she said they used to be black) Needless to say I completely returned her phone back to normal the way that she liked it at no cost to her.
8 years ago
Emily Illfelder Bayonne, NJ
The customer service people are friendly but completely useless. I was switching from Verizon to T-Mobile with 3 lines. One phone was purchased through T-Mobile and worked fine. The other two were never able to get 4G. They had me contacting Verizon saying that the phones were locked (not the case) and going through technical service over and over again. After five months I find out that Verizon phones just do not work on T-Mobile. If I wanted to stay on T-Mobile I would need to buy two new phones through them. No discount, no rebate for five months of service I paid for but never got...nothing. Needless to say I am no longer a customer.
8 years ago
L. Colyer Weslaco, TX
I recently went to a TMobile store due to my Samsung Galaxy S8+ being defective. While they were processing things for a replacement they had an offer in which I was supposed to receive a free tablet. OK cool. The offer did save me money in the long run and I was going to get a free tablet to boot. Yay me! Or so I thought. When I received the email for an e-signature I saw I would be charged $144 for the "free" tablet. Whoa! Hold up here - contacted customer service. I was told I don't get the tablet for "free" but for only $6mo added to my bill it could be mine.
Not cool TMobile! Misleading customers is not how to keep them. I'm now waiting for my replacement phone, will pay it off, and leaving you.
I was anxiously awaiting the Note 8, which would have been purchased from you, already purchased the second line just for it - but no more. Take your trickery elsewhere.
Signed: A very angry (soon to be former) customer.
8 years ago
Blake Wilcox Salt Lake City, UT
I have been using T Mobile for a couple of years now. Their cellular service is great and their cost is affordable. I'm not a fan of their customer service. When I go to the local store the employees there are not as helpful as they should be.
8 years ago
Samuel Townsend
They have always been helpful to me since I joined them a couple years ago. I would share their business to anyone I meet when they need a reliable mobile phone carrier.
8 years ago
Rick Kiphut Memphis, TN
Customer Service folks are second to none. Great people. 10/10. Service for me and my family has been great. 9/10. Website is ridiculous. Does not show a breakdown of credits/payments/charges that happen mid-cycle, you have to wait until next bill to see them. 1/10. Once that happens, you have to contact support and start all over again. 0/10. 2 months of bills so far and not one of them has been right - sure, they correct them with credits, but that's time I have to spend chatting/tweeting/etc to get it right. I should be able to bill them an hourly rate for my time to apply against my bill.
8 years ago
Kari Staheli
I liked my service plan with T mobile, but I switched carriers because I could get a better phone and monthly payment plan with a different carrier. They changed their plans after I had allready switched. I had good coverage on T-mobile.
8 years ago
Olivia
Their website and customer service are terrible. I was trying to sign up for the $3/month minimum service, automatically renewed monthly. The website begins by blocking the page with a large window for feedback; but it's blocking the page that would allow you to do anything. Then I couldn't get the website to change from a $25/month plan to the $3/month plan, so I called customer service, which is an infuriating robot which doesn't answer any questions. Finally I got a human being, but she gave me what seemed to be inaccurate information, saying that there is no such thing as a simple $3/month rate; rather, it is $15 + per month, even though the website says $3/month plus what appears to be a one-time opening fee of $10. The human was really no more responsive than the robot. All this took over an hour of frustrating time. Finally I went back to the website, where at least the $3 option had been entered. I chose that, but wonder what I will actually be charged. All this makes me hate them - when a small amount of care in constructing their website and phone service could have made this easy and non-hatred-inducing.
9 years ago
Brad Peterson Princeton, MN
I was with T Mobile since 1997 until March of this year. The first decade was fine. I got snookered on some free phones on time, other then that fine. Since 2010, the service areas were passed by competition, but worse then that was getting the phone to work in a service area. The Phone wouldn't work. One month I went without phone service, I paid for service but the phone wouldn't work, finally one of my many calls, T Mobile got it to work. I hung on for another year. What I found out is there is two other carriers that provide quality service. Another irony is I am not paying a higher monthly fee.
10 years ago
D Sethi Catonsville, MD
I have been a customer of T-Mobile for 15+ years. I started having network issues at my office in late 2013. I was asked to try various phones. Over last 1 1/2 years I have tried Samsung Galaxy 4, iPhone 5, 5S, 6 and 6+ and none of them resolved my problem. I have a signal booster and also a ASUS router to resolve the issue with WiFi calling. None of these issue have resolved my problem. The services is fine most of the times but then there are always few days in month when I have dropped calls or only one party hears the sound. Now TMobile tech support has pinned the issue with FiOS my internet provider. I don't have issues with other VOIP providers as I use 2 Vonage phones, I use Skype and Google Hangouts. I have a 50/50Mbps internet service. To sum it up I am very disappointed with the TMobile for not being able to resolve my issue now for more than a years and a half. I am in a bind because I have GSM phones that are on JUMP and are not paid else I would jump to another reliable provider in a heart beat. I believe I have given more than a fair chance to TMobile to rectify my problem.
10 years ago
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Sadie Scoville Salt Lake City, UT
T-Mobile is a very reliable and incredible option. They are always informing you with the best new deals and offers. They make sure that you are given the best and only the best. Thanks T-Mobile!
3 years ago
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North Florida Wildliife Center Havana, FL
I live in a rural area and have no problem with my service. I love that the company offers a senior discount which is helpful for my family as my mom is older and on disability
3 years ago
