T-Mobile US, Inc.


Country United States
State New Mexico
City Albuquerque
Address PO Box 37380
Phone 1.877.453.1304
Website www.t-mobile.com

T-Mobile US, Inc. Reviews

  • Jul 28, 2015

I just recently moved from AT&T to T-Mobile, since they advertised the switch to them and they'll buy and pay off the remaining balance of the devices. After giving an instant store credit for Iphone 5S, Samsung Note 3 and Samsung Galaxy S5 for the amount $438.00 and the sales person told me they will send the remaining balance owed to AT&T thru the mail in a debit card, a month after an account specialist called and claimed that since the Iphone 5S was locked with a password they couldn't do anything with the device and the phone was sent to Apple to be recycled. With that been said, they removed the credit given and they kept the phone they refused to pay off. So now i still owe the remaining balance of that phone to AT&T and i dont have the phone anymore. Do not ever ever go to this company, not mentioning their service is the worst, my phone barely have signal most of the day, calls get lost, text messages takes few attempts so send and so on.

Samuel De Jesus

  • Jul 25, 2015

I learned that there were new updated clam shell phones on Tmobile, I have a pay as you go account. Went to a store in Phx and they had zero models in stock, and they suggested I shop for a phone at Walmart or Target.

Went to Walmart and the clamshell model was not in stock, so I wanted the lowest price smart phone to test how I would like it. Not in stock. But, they had the same phone in Family mobile, "powered by T Mobile" on the box, and I was assured it was the same phone, compatible even thought it was "locked"

Went back to the T Mobile store and the lady uninstalled my old simm to the new simm, and I left, assuming the phone was now working. Got back to my office twenty miles away and it said no contacts on simm card, and no network registered on phone. Went to the more local T Mobile store and they said the phone could not be unlocked. I chatted with T Mobile online and they said to call customer service. The lady gave me a price for the clamshell I wanted of $70. Online it said $60. I complained that their store and system had cost me a half day of time, she could not lower the price. I hung up and on Amazon bought the same phone for $26, with start up kit for $9 instead of the $15 online at T Mobile. So now I have perhaps lost all my contacts because of the attempts by T Mobile and ZTE staff to unlock the cheapo smart phone I got at Walmart. So Beware, never buy a phone from T Mobile store or online.

  • Jul 24, 2015

I changed from AT&T to Tmobile only two months prior to this report, and it has been just the worst service I've ever had. The customer service at the Chandler, AZ location was actually very good, but the cell service itself is just awful. I work in a very populated metropolitan area so service should be very good. There are only 4 places in the entire city that my service works. I've even driven up next to the cell tower and it still didn't work. I thought it could've been the iPhone 6+ I was using and the manager at the chandler location met me swap it out for a Samsung S6, but the same issues were happening. I drop almost every single call, my texts ALWAYS have to be sent multiple times, and I often don't ever receive texts sent to me. I really just want AT&T back but can't afford the fees. Tmobile promised to pay for the early termination fees when I switched carriers, and I even sent them a copy of the bill reflecting how much that would be. I received only about half of what my actual early termination bill was and had to pay the rest. I am always on my phone and tablet so having shaky service like this is really depressing. I just cannot believe how awful it is. After speaking with anyone and everyone I come across about their cell service, I've concluded that everyone who has Tmobile in my area has terrible connection.

  • Jul 14, 2015

I have only had service with Family Mobile for about 3 months now and I have to say they are a rip off. They are suppose to be low income and provide service that low income people should be able to afford. My bill is suppose to be around $25 a month and I been paying $60 or more a month because they are incorrectly billing me and charging me charges that are unauthorized. The first time I orignally tried to make a payment on my account for my first bill due the person taking my payment had applied my money to an Extra's Pack which Family mobile then would not refund and would not apply to my bill so I ended up wasting $30 dollars. Then back in June I had someone who was unauthorized accessing my account making check payments to my account in which Family Mobile would then charge me NSF for bounced check when I don't even own a checking account and requested this payment option to be blocked so that I would no longer be charged unecessairy fees. It then again happened today. I had no access to my online accoun to be able to make a payment on my account and my account was locked due to too many attempts. So I had called in and had my online account unlocked so that I could view my account and so forth. Right when I got access I began getting text messages saying thank you your payment was recieved. I looked under payment history and it again says a checking account that is not mine was charged and I will then again be charged a NSF when that check bounces. When I called in to have this removed they told me the only thing I could do was write an email about my complaint. I don't got time to sit here on email and write a complaint. I think this company is a scam and they keep taking more and more money from me every single month when my bill should be no more than $30 a month. I think this is how they make all their money telling people they can't give refunds because they don't have the option to credit accounts but I have to write an email to dispute an unauthorized user who has been getting access to my account?

  • Jul 6, 2015

Rip Off.. No service at house...told working on problem. ..sent signal booster Then it was iPhone 5 has bad internal Antena need to buy a different phone. Then it was tower needs repair waiting on parts.. then coverage issue....software update needed on tower no time frame. Then need more towers just in a bad area.. 1 hr on I90 from corporate headquarters. Wanting to cancel..can't return phones after 14 days.. Even thou h the they strung us along and lied about better internal antenna This company only wants your money...will lie Bair and switch to get it...

  • Jun 29, 2015

I purchased in full with cash on June 1 2015 a Samsung G920T GS6 32G Gold KIT. device was returned with all accessories, along with no deficiencies on June 4 2015. I was informed by sales rep, and store manager the refund because of the amount over $300 must come from T Mobile Corporate. contacted Corporate serveral times, on June 23 2015 T Mobile provided in the form of email that retail store is responsible for providing refund since such was a cash purchase. As of today's date June 27 2015 the date of submitting this report refund has not been provided, along with such the store's phone has been not operational during this situation (weeks).

  • Jun 29, 2015

Sometime last year I had updated my phone to a Galaxy Note 4 with T mobile. At the time of the around the same time for some unknown reason I had stopped getting a paper bill and this went on for a number of months, when i did contact there consumer department I was and one person even laughed about that when people upgrade to a new phone they are automatically switched to paperless billing. However if I wanted to view my bill I can look at it online. When I signed up with T mobile I had made it 100% clear that I wanted a paper bill not paperless. By late Feb. of this year one rep told me that I would go back to paper for the April billing cycle but in the meanwhile if I wanted to see my bill I could look on there website. And when I did complain about the matter there personal made it out that it wasn't a big deal. By March 2nd I had opted to leave T mobile and switch to At&t. Oddly enough about 3 weeks ago I got one final bill from T mobile it was the balance for the Note 4 when I was with them. They have a problem with the reps for some unknown reason they do not disclose much. On the grounds of being mislead I was able to get out of the rest of the bill. However reading over 2000 complaints against T mobile they need to be straight and disclose not this game that they like to play. When I was with them for some unknown reason I had to go through 4 phones. Enough is enough.

  • Jun 23, 2015

3 charges over about as many days that are fraudulent. When I called their phone number it was an automated system that didn't even give a company name, so I knew it was fraud. Seemed like it was for pre-paid phones. This company is NOT T-Mobile. I have their service and for over a decade now have had no problems with them. They were still in pending status, so the bank must have known something wasn't right because at least one should have cleared in that amount of time. I had to dispute the charges so those funds could be released back into my bank account and now I have to wait for 1-3 days before I will have a new debit card so I can have access to my own money. Totally screws up everything for my week now because of thieves.

  • Jun 19, 2015

Couldnt possibly be more frustrated with Tmobile deceptions. Switched to Tmobile from ATT with promise of Tmobile paying off my phone from ATT. I owed $508. After switching, I went to switch2tmoblie.com to request the payoff only to find out it takes MINIMUM of 8 weeks.

Meanwhile, ATT charges my bank account $508 to payoff installment agreement with them. Keep in mind I turned in the $600 ATT phone to Tmobile for a instore credit of $108. Wow, thanks Tmobile. I was told the remaining would come by mail as a gift card.

So I submit my final bill as requested on the site, and that was ALL that was requested is a copy of final bill showing device balance, I wait....and wait. This is the point where they let you know it takes 2 months. 8 weeks later I check again and yep, DENIED. Apparently they want a copy of the Retail Installment or Lease Agreement also. You will not find that submission request anywhere on the switch2tmobile.com site.

So now I find a copy of that and get ready to add it to my request, but wait....you cant just add it to your request. You need to submit an entire new request to be refunded and guess what, you get to go to back of the line and wait 8 more weeks to have reviewed.

Tmobiles customer service reps are ridiculous and I wanted to pull my hair out talking with them. I spoke with maybe 3 or 4 of them and rest assure they all "completely understand my frustration" and "would do things differently if they had a say". Id rather them just say "your screwed" than to just agree with me but not be able to do a d**n thing.

  • Jun 18, 2015

T mobile promised a really good deal for business plan on phones. What I got was losing my business because of dropped calls and no voicemails when the phone said I had voicemails. I tried several times working with their so called technicians on landline because phone shuts completely off and requires some PUK number to get it to work again. I had Verizon before on an iPhone 4. Stupid me for thinking of saving money. I would highly recommend any one that might be switching to tmobile not too. It is the most unreliable inconsistent service I've ever had since the begining of cell phones. IT IS THE WORST AND UNSUPPOTED SERVICE IVE EXPIERIENCED,!

Now I have to try and recover my business from all the dropped calls and calls that I answered that just drop when the phone says it has 4 bars of signal. I believe I'm actually going to get an attorney and go after them for the thousands of dollars worth of busines I've lost that they assured me the phone would work fine in the area I live. Heck the phone even drops calls and misconstrews voicemails in the city. Absolutely the shittiest carrier ever! Totally ridiculous. Bad representation and false advertising throughouT,,,,,,,,

  • Jun 5, 2015

T-Mobile promises to refund the early termination fees if you switch to their company is an out and out LIE. They deny these claims in hopes that you do not pursue them and eventually get tired and stop trying to get the promised refunds.

YOU MUST GO AFTER THEM!!!!

DO NOT SWITCH TO T-MOBILE....THEY ARE A RIP OFF

  • Jun 5, 2015

Lady came in to our dealership stating she was with T Mobile and could give us group rates and save us monthly. She aksed for all our personal info, we asked why it was needed and said she needed it to make sure we didn't have accounts with T mobile. One co-worker gave them her social and were looking for her to pay money down. I was unsure of this and had a wierd feeling about it. The lady had a T-mobile badge and kept saying she was with their corporation. I pulled up Prestige due to it being shown on the contract and scam reports started pulling up. I showed this to the lady and she was speechless; I asked the woman why she said she worked with T Mobile, her reply was that she said she was affiliated with them and then she left.

  • Jun 3, 2015

I went into a Walmart store on April 16, 2015. I went there to cancel a familymobil account. The Walmart employ said that he could not cancell the account. He was frustrated and eventually called the only number that he had for T-Mobil.

I explained that I needed to cancel this account. the rep on the phone said that it was cancelled.

Yesterday I recieved a bill for $36.00. I called the number on the letter. I was told that the account was never cancelled and she could only cancel it as today. She could not prorate the account to April 16.

She told me that the only option I had was to write a letter or send an mail to customer service.

I wrote an email.

I had purchased this phone for a friend who fet she was in danger. Unfortunately her husband killed her on April 8, 2015. This is why I went to cancel the account.

I was contacted by phone today reguarding this matter. I was told that I would have to provide a death certificate in order to have the account pro-rated.

I was outraged. Unfortunately, I lost control on the phone. I have sent a couple of other emails.

There could be nother reason that I would have went and cancelled this account. Even if there was another reason the account was not cancelled as I was told.

T-moble will not admit to their mistake; even though the is a note in my file that I had contacted them on April 16.

T-mobil has been unreasomnable, insensitive, uncaring and arrogant. I have tried to put my friends death aside. But now I am expected to pay $36 for thier mistake.

I find this entire situation unbelievable. Obviously this company cares nothing for it's customers, pretends it cannot make a mistake, and is only interested in making money.

  • Jun 3, 2015

I purchased Samsung galaxy S6 Edge phone from T-Mobile at their retail office, T-MOBILE 9168, 2710 W University Dr Ste 1040 Denton Tx 76201-1606, dated 04/11/2015 at a total cost of $904.43. I payed for this device on cash with my debit card. The phone stopped working after 25days of purchase without any form of physical or water damage, which means that T-mobile sold a defective phone to me. I took it back to T-Mobile office on 05/06/2015 for phone exchange based on their manufacturer warranty. After being pushed arround by T-Mobile agent, I was told to ship the defective device to their warehouse, which I did at my own expense.USPS (shipping service) and their customer care agent confirmed that they received the defective device on 05/07/2015. Acoording to their phone exchange policy and the customer agent that attended to me, I was supposed to get the replacement phone after 5-7 business day. But it's going to months now and they never sent any replacement phone and they do not want to honor their return/warranty policy. Each time I called the T-Mobile customer care, they rudely tell me that I should keep on waiting till I hear from them, when I went to their retail office where I purchased the phone they told me thesame thing to keep on waiting, apparently they are not doing anything to replace the phone. I believe T-mobile sold a fake version of Samsung Galaxy S6 Edge to me and they do not want to honor their return policy.

  • May 28, 2015

I switched 5 lines to T-mobile as a business account holder and the primary account holder. My phone # was the first one ported out of all the 5 lines. For the past 2 months, I have tried to create a log in in to My T-mobile.com and my cell # is not recognized as a T-mobile cell #.

I have called T-mobile tech support 8 times about the above issuse and have been told the following: that they do not see it is a problem, ticket has been created, ticket has never been created, the problem has been resolved or they do not understand why this is happening. I go thru the scenario with tech support each time and do not get a response back. I am frustrated as I am unable to log in under my # on the website or on the app.

I have found the tech support to be incompetent as they gather all the data but there is no follow-up or resolution. I plan to shop for another carrier who has more competent tech support.

  • May 25, 2015

In March 2015, after being dissatisfied with our Sprint PCS carrier, my family and I decided to find out about the “Ditch & Switch” program advertised by T-Mobile. We went to our neighborhood T-Mobile store where the service representative eagerly explained to us that if we switched:

1. T-Mobile would pay off our two-year contract with Sprint PCS

2. We were required to give T-Mobile our newly purchased Samsung Galaxy S5’s from Sprint (3 phones at approximately $550+ each, totaling well over $1600)

3. We can purchase 4 temporary cell phones (Samsung Galaxy Avant’s at a total price of $400) until the new Samsung Galaxy S6 came out in April 2015.

4. The program that would allow us to do this was called the “Jump” program whereby once we paid off 50% of the 4 Avant cell phones we could then bring them in and “Jump” to the Samsung Galaxy S6. Although we asked several times if a down payment would be due at that time for the S6’s we were told “No.” At no time was a down payment ever mentioned by the representative.

5. As a military family, we were told that we qualified for a 15% discount after the deal was made. All I had to do was go to the website fill out a form and submit it online.

This sounded like a good deal so we made the switch right there and as soon as I got home I applied for the military discount online.

Unfortunately, instead of "Ditch & Switch" we were the victims of a "Bait & Switch" scam.

A. From the beginning, none of the cell phones worked properly and one even had to be returned only to get the same brand of phone which still did not work properly. We even wondered if these were refurbished or discontinued phones because I can understand one phone not working properly, but all 5 (including the replacement) not working is more than a coincidence.

B. In April 2015, as instructed, we brought the 4 cell phones back and everything went as planned until we were told that we had to give a $306 down payment up front for each phone totaling over $1224, and pay the other $300+ per phone in installments.

We had no choice but to keep the crappy Avant’s because we could not afford that much at once and this is not what was offered in the beginning. I called T-Mobile a couple of weeks later as these phones and the swindle have been nothing but a problem.

a. Customer service told us the same thing, that we would have to put up a $1224+ down payment for the 4 Samsung Galaxy S6’s. It was further stated that the representative should have explained this better and that the down payment was so that we could own the phones faster. Had we known this we would have kept our Samsung Galaxy S5’s…at least they worked and we only had to pay $25 per month with no down payment (furthermore, we were half way done with the payments at that time).

b. After a stellar payment history, I was charged a $3.99 fee for an app from T-Mobile which was supposed to be a free trial. Had I not received a text stating my bill was $3.99 past due I would have never known about this charge. I complained about this and they took it off my bill immediately.

c. After two months with no notice, I asked why I had not received the 15% Military Discount as promised and I was told that they didn’t know why but it would be applied starting with next month’s bill.

One would think that T-Mobile was able to initially make these outstanding offers by first swindling us “New Customers” out of everything, making a profit off of us, then a few months later use those profits to present the very same outstanding offer to “New Customers” (and then some…double the amount of Gigs from 32 to 64 in their new advertisement?)...wouldn't one?

  • May 21, 2015

IN APRIL THIS REP FROM T MOBILE CAME INTO TIM HORTON'S OFFERING A GREAT DEAL FOR BUSINESS' . AFTER SITTING DOWN WITH BILL I FELT I WOULD TRY IT IT WAS 14 DAY FREE TRIAL WHY NOT...WELL HE SET IT UP TO HAVE PHONES TO COME TO TIM HORTON'S THEY ARRIVED MAY 6 ... BILL COULD NOT MEET WITH ME TO SET UP PHONES TIL THE 10TH ... THEN HE CAME DOWN ILL SO I CALLED THE 1 800 NUMBER MYSELF AND GOT THE PHONE NUMBERS THAT WAS ON THE 10TH AS WELL....ON THE 17 THE PHONES GET SHUT OFF ... I CALL ITS FOR NON PAYMENT. I HAD A DEBIT ON MY BANK STATEMENT FOR 90.00 ...I SAID 90 AND 90 IS 180 THE BILL IS ONLY 120 DO YOU FEEL I AM CRAZY NO THEY SAY THAT WAS FOR SOMETHING ELSE NOW WE ARE PAYING THE BILL... WHAT... NO WAY GIVE ME YOUR SUPERVISOR, SO SHE CONNECTED ME WITH DARWIN WHO TRIES TO CONVINCE ME TO KEEP THE PHONES AND I TELL HIM NO JUST SEND ME THE LABEL TO SEND THEM BACK HE SAID HE WOULD NO PROBLEM ...I WAITED 2 WEEKS AND CALLED BACK THIS GENTLEMAN TELLS ME THERE IS NOTHING LOGGED ABOUT ME CALLING AND TALKING TO ANYONE ...WHAT ...AND THEY DON'T SEND LABELS I HAVE TO PAY TO SEND THEM BACK ....MEANWHILE I TRY TO CALL THE REP THAT WAS IN THE STORE HE WONT ANSWER MY CALLS OR RETURN A VOICE MAIL... THE BILL IS WAY OVER 500.00 DOLLARS.

  • May 18, 2015

About a year ago my wife got a new LG Tone phone. It did not work sowe took it back within 48 hours. She exchanged it for a Galaxy S5. I happened to check my bill today and find that I am paying, and have been paying $2.91 per month for this phone. I called the idiots at T-Mobile and of course got someone in India. I told her of the problem and she just started talking about other matters that I had not called about. I was put on ignore several times and after telling the idiot several times what I was calling about she tells me they will have to investigate and make sure they have the phone in their warehouse. I went off of course and told her what I thought of her and T-Mobile. Stay away from these losers. All of the mobile companies are bad but T-Mobile is among the worst. There is no support! I was threatened by a manager of a local store. I will take care of him at a later date. My fight with T-Mobile is far from over. Be careful of what they do. I have filed complaints with the FTC and FCC but they are as useless as T-Mobile.

  • May 13, 2015

We have been "loyal" customers for more than 15 years, and during those 15 years we have had some issues with billing - specifically, we will be charged for services not requested by us; or our rate plan will be changed without our consent.

Today, they produce a bill $1650.00. When I saw this amount, my mind was blown. My bank account is overdrafted, I called customer service and they said to me all the phone calls originated from my phone. We did call a third party like Viber and WhatsApp using internet services. We were using those Apps more than a year, in all those years we never a charge or problem, but this month they charged our accounts for $1, 656.00. I was transferred a total of 6 times, back and forth like something out of a bad comedy, before I couldn't take it anymore and every time we called we were given b.s., I do not understand, and neither does my sister make direct call from our phone.

T-Mobile will threaten our credit. I believe their business practice is criminal business practice. Consumers need to beware of T-Mobile business practice. What can I do now? This is infuriating! Yes, I can walk away and go to a different company, but T-Mobile will continue to do the same to others. And what about all the money I know has been ripped-off from us, and the much more that I most likely lost and just don't know about? What can I do?T-Mobile sucks!

  • Apr 24, 2015

March of 2015 I ordered a new line of service and new device from T-Mobile.com. After recieving the device and activating the service, I realized that T-Mobile's service is so crappy where I live that I had to return the device and cancel my service.

2 days after recieving my device I called T-Mobile to ask how to cancel and what I needed to do. I was told to simply send my phone back with the self addressed envelope that was included in my shipment to their returns center. On the 23 of March (2 days later), I dropped off the package with UPS. A week went by and the device showed as delivered by UPS to the return center.

A few weeks later my account had still not been adjusted so I called T-Mobile support. I was told that sometimes it can take up to a full billing cycle and to call back if it wasn't corrected at the end of the cycle. Fast forward to April 22nd and all of the sudden T-Mobile is charging my account for over $500 - the total value of the device as they claim that I did not return it.

I told them I returned it and they agreed to submit a handset reasearch request to the warehouse. A day later I recieved an automated email telling me that they did not locate my device. I called T-Mobile back and am told that there is nothing I can do and will have to pay $560 for a device that I returned and do not have. I would have sold it on ebay and at least got my money back had I known that T-Mobile would scam me like this.

That's the reality folks, order form T-Mobile and return your device and they will scam you, say they lost it and charge you the full price for the device. Just google it. It's a very common issue because they are a peice of **** company with dreaful customer service. **** you T-Mobile, I will be submitting a claim with the BBB.

  • Apr 23, 2015

I have replaced several phones due to a variety of reasons, but I must say that service disruption is at the top of the list! The most recent replacement that I have gotten does not load my email, which plays a HUGE role in my life, seeing that I use it for work!(OVER 200 EMAILS A DAY)

Just this past weekend, a client of mine was stuck overseas for 2 days!! in Frankfurt!!! all because he couldn't get a hold of the person that helped get him there!(ME) Due to this faulty network, that seems to be on a VOLUNTARY basis! I am now in debt to the company that I work for, $2,452 and some CHANGE, because that is how much a one way BUSINESS CLASS seat costs from there back to Seattle!

I tried to reasonably handle it with the agent, and his supervisor, but it seems that everyone is to busy maintaing a quote or trying to make a SALE. I don't expect T Mobile to pay my debt are anything, like lets be real; that's just not how this skeam gets down.(ALL THOUGH IT IS ALL THEIR FAULT!) But after being told that I could have a $102.00 credit, and then transferred all around their office just to be told by some other clown trying to play Supervisor, that that wasn't something that was said brought me to complete halt. Because at that point I realized that T Mobile's call centers are actually fulfilled with a squad of monkeys! I have been going back and forth with the exact same nonesense, and life's just too short for that.

My even BIGGER complaint is, who the heck hires these people? PLEASE LET ME KNOW, CAUSE I COULD FOR SURE RUN ONE OF THESE LOCATIONS, it wouldn't be hard at all; just pick up the phone, transfer it to you, you transfer it back to me, I'll put them on hold for 10 minutes, transfer it back to you..............and then we will flip this coin to figure out who has to say "Sorry, but no" to the person on hold.

I just want to know if there is actually someone professional running the whole company itself, because there's noway it's just 611 that handles everything.

  • Apr 22, 2015

T-mobile offered me a 15% company discount to switch to their carrier. So I switched to T-mobile and purchased two new t-mobile ready phones. However, once I started receiving bills and inquired about why my discount was not applied, I learned that T-mobile was refusing to honor the 15% discount they promised me – they claimed my company’s discount program expired one year prior. I have been in a dispute with t-mobile for more than 3 weeks but just keep getting passed from one representative to the next. It appears they have no intention of honoring the 15% discount.

  • Apr 13, 2015

I became a T-Mobile customer January 2014, Since then I have paid over $ 5000 for cell phone service. 1/2/15 I paid $ 726.26, 2/13/15 I paid $140.00, 2/2/15 I paid $ 256.00, 3/16/15 I paid $ 300, 3/18/15 I paid $ 200. My current amount due is: $ 1672.75 mostly in part of excess fees. I am a single mom of 4, yes I have phones for my kids who can pay this rediculous amount if fees? I pay every month and yet I can't get caught up. We are sycuk with paying for the phones every month, I have jump, yet my son whose phne is not charging tried to upgrade his phone was told we would have to pay our insurance deductible of $ 200 and the balance of what was owed on the phone $ 256, plus becasue I can't get caught up they won't even consider upgrading until I get curent. I am never going to get current. Unless I come up with $ 800 tomorrow my phone is going to be disconnected. This is a horrible company. I always speak to some one from another countyr and when I do call I am on hold for 25 minutes, there is an option of having your call returned when your turn comes up, but I have tried it on three different occassions entered my phone number and never received a call back. I am so frustrated, I am worried my phone is going to be disconnected and am stuck because I owe them so much!!! Horrible, so dissatisfied!

  • Mar 19, 2015

On or about December 5th 2014 I purchased a phone (Galaxy 5) from T-Mobil for my Kid who lives in west Texas as Christmas present. T Mobil sales Rep. promised me on the phone that they have excellent coverage for the area. So, I trusted her and purchased the phone and made a first payment. However, the phone did not arrived until a week later instead of overnight. I gift rapped the Box and gave it to my daughter for Christmas. She was excited and on December 25th she opened the box, I put the Battery in, Install the sim card and turn the phone on. NO SERVICE. The area is in T-Mobil dead zone. In order to get any signal, we had to go about 3 blocks north from the house to receive a week signal. I called T-Mobil and complaint about thy Lied to me about the service area and ruining my kids Christmas by selling me something that could not be used. They said to return the phone for full refund. I used the T-Mobil provided UPS return shipping label and sent the phone back to them. Then I received a bill from T-Mobil for a month service and a notice of deactivation. I called them back and question them about the bill. The check the account and there was no phone call, text, or any other activities could be found. T-Mobil operator verified the situation with someone else, and said it will be taking care of. You do not owe T-Mobil anything. However, a week later I received another bill. they were charging me for reinstating the Service and monthly charges. I asked them why they are charging me for service when I don’t even have T-Mobil phone? They responded and said “you mean you do not need the service” Daa. Why would I need T-Mobil service when I sent the T-Mobil PHONE BACK? It was hard for her to understand why I did not need their services. Then, week later I received another bill. T Mobil charging me $25 for Reactivation charges + Monthly fees for something that has been cancelled three months ago. Today I received a final notice that they are going to send my bill to collection agency if I do not pay. THE PHONE NUMBER THEY HAVE PROVIDED IS 1-800-310-8471 I called them to pay but this number rings to another rip off company offering $100 voucher if you purchase something….. I AM NOT GETTING MAD AT ALL. I AM GOING TO SEND THEM A CHECK THEN I AM TAKING THEM BACK TO SMALL CLAIM AGAIN. AND WILL COLLECT MY MONEY BACK + COST AND THEN SUM. I refuse to become a victim to the large international companies such as T-Mobil “a Germany telecom corporation”

The most difficult part of filling the law suit is to find out who is the T-Mobil service of process. Here is the information you need to file for small claim lawsuit. Fight back. Do not let these foreign companies such as T-Mobil “Deutsche Telekom “screw you out of your hard earn money

  • Mar 7, 2015

Day1: Ordered 2 phones over internet; shipping tentative in 10 days

Day 14: no shipping; tentative shipping in next 14 days; called to CANCEL order, Order Cancel Confirmed

Day 31: package received from T-bobile(mobile): i wonder why? i already cancelled my order 2 weeks ago? T-bobile charged for 2 phones, i wonder why.... i cancelled my order??? why charge me now?

Day 31: Called T-mobile; t-bobile asked me to return package

Day 32: package returned in same package using authorized return from T-mobile

Day 35: package received by T-mobile (tracking # UPS)

Day 45: received bill in the mail for 255 for cell phone service: i wonder why? i already cancelled my order, should NOT have received that package and already returned the package, no service, never activated

Day 45-called T-mobile; asked to wait 7 days

Day 52: called T mobile: asked to wait 7 days (i wonder why, i was never a customer, never completed order, never activated);

Day 55: called my credit card company to clarify that i already cancelled the order and there should not have been any charged, credit card refunded me

Day 59: called T-mobile again for refund, received another bill for 752??

Day 59 called: transferred as usual to 3-4 persons, fully unsatisfactory response on what and why this is happening>??? asked more to wait 7 more days

Day 70: Called again to check why why whhy??? T-mobile promised will be fixed in 7 days.

Should be no charges as never used/activated/received service

Day 90: Collection agency bill for 661???? C

Day 90 (March 5, 2015): called t-mobile to check on why on earth is this happening. nobody seem to know or care, referring me to call collection agency??

can anybody tell me why why why??? so frustrated, have spent over 10 hours on phone and feel harassed.

I already cancelled my order, T-mobile messed up and sent me a package, I returned it. Never used/activated or intended to do anything. why I have open charges? for what? T-mobile should in fact pay me for 10+ hours I had to spent for none of my fault.

  • Feb 27, 2015

My wife and I went into the T-Mobile (Aurora) Fox Valley Mall store to sign-up for new cell phone service. What attracted us to T-Mobile was that they would pay our "ETF" charges and that they will be carrying the IPhone 6 plus in the future. During the sales presentation the associate informed us about the "jump" feature. He explained that we could upgrade our phones without breaking our contract and we would be treated like a new customer. He continued to explain that our contract would be renewed for a 2 year period ounce we do this. The only thing we had to do is to wait about a 6 months to use the feature. To someone that does not know anything about "jump" it sounds like a good deal. I mean who wouldn't pick something that wouldn't allow them to switch phones without any hastle. They wouldn't have to worry about waiting the standard 2 year period like a majority of other carriers. And it's only $10 per month. When they say it sounds to good to be true, it probably is. I'm not saying everything in life can be hard, but these companies are out to make money and please their stock holders; so "buyer beware." Again, this representative did not explain any stipulations or major requirements. The only requirment he went over is the 6 month waiting period.

During checkout, my wife and I began to choose our phones. After looking over the selection; we decided to go with the Samsung Galaxy Advent. Word to the wise, if you are someone who use your phone on a regualr bases, I would avoid this phone. I would recommend this type of unit for a teenager, but not a person who needs an up to date device.

As we choose the Samsung Advent part of the requirement was to trade-in our current cell phone. So we gave him our excellent to mint condition Samsung Note 3. Why would we do this. Again because we were under the impression that we could upgrade to the IPhone 6 plus and we could live with this little toy for a few months. From there the he took our phone numbers and account numbers to port over our numbers to T-Mobile.

I have been keep in contact with customer service anticipating the time that I could upgrade. When I would speak to a majority of the CS reps they would tell me that due to the jump feature that I had it would cost $63 to upgrade. With that in mind, I went to the T-Mobile store to do so. The explained to the associate that I wanted to upgrade, he pulled the account, and told me that it would cost

1. $63

2. Plus sales tax

3. $340-$380 Deposit - (Estimated range, so I wont give false information)

At that point my jaw dropped. I told him that I was told that and was getting upset. He called CS and the representative agreed that I needed a deposit and I should wait about 1 year to use the jump.

From there I filed a report with the BBB, Illinois Attorney, Lisa Madigan, and FCC on how my wife and I were misinformed during the sales process.

A few days after filing, I received a call from the executve office of the President of T-Mobile. I thought finally we are getting somewhere. I believe it was his secretary, because she told me she went over all the detains of the account. I though they would appologize for all the trouble and try to make things right. To the contrary she focused on the complete opposite of my BBB submission. I felt like I was in a debate. Whatever I said she had a better answer. During our convesation, I told her that there maybe some confusion, my compalaint was about the $63. She responded by saying that she never say that information in the notes. Now someone is not telling the truth. Either the notes were erased or she is lying too me. After research past T-Moble experiences, they are famous for streatching the truth. Another response she gave me was when I asked her about the representatives sales approach she said he did not have to reveal any thing about payment history, because its assumed that we should know that information and he doesnt have to to telll me. She said that we get a packet in the mail to read and that packet explains everything. Keep in mind we know nothing about the "jump" feature, so when he tells us we can upgrade, etc., we both took his word for it.

So now I'm anticipating working with the Attorney General. I understand that the BBB can only lower their credit rating, but the Attorney General can fine them, pull phone records and do what it takes to stop any conceiling sales practicing that they may be doing.

  • Feb 25, 2015

Had issues with not receiving text messages, intermittent issue. Called t-mobile 7 times, they made several tickets and said I would get a call in 24 hours 4 days later I called them and asked why nobody called Transransferred me, they began the same tech support issue that never worked the past 6 times I lost a lot a business, equally in the thousands because of this They said they would reimburse me $20!

I have 3 business lines on this account, r u serious???? T-mobile is forcing me to leave and this is the first complaint I have ever posted After multiple tech support hours im told, oh can't help out and we aren't willing to compensate for you losing out on business I am forced to leave t-mobile and write this review Beware if you have your business with them, they will not stand behind their mistake and I am out $1,000's because of it

Chad Garrell

  • Feb 21, 2015

They took my money, didn't credit account or provide service. Dragged their feet for week, have told one lie after another regarding refund. Never received refund or service I paid for.

  • Feb 17, 2015

My brother Anuj Goel brought a new Iphone 6 unlocked from T-Mobile store in California and gifted the same to me in India. He had specifically mentioned to the sales representative at the store that he shall be taking this phone outside USA and therefore ensure that they provide him an unlocked phone. They gave him an Iphone 6 for USD 749+ taxes and said that the same is unlocked and can be used anywhere even outside USA.

However, when I received the phone and tried using it with the sim of a mobile carrier in India, it showed sim not supported/ invalid sim. On calling apple customer care in India I was asked to call T-mobile and that apple cannot do anything about it. When I called T-mobile customer care I was told that I shall have to pay USD 100 before the phone can be unlocked. My brother Anuj then called them and finally they accepted to lodge a request for unlock. However, later on they replied saying that the request is denied.

I feel cheated as my brother had paid for an unlocked phone and even clearly mentioned the same at the time of purchase and now what I have received is a locked phone. And the T-mobile people are asking for an amount of USD 100 to get the same unlocked.

  • Jan 28, 2015

On December 22, 2014, my wife and I went to T-Mobile to cancell our service after 2 days because of poor reception at our home. The Store Manager Zachary completed the transaction sayin it would be mail out from corporate. After a month , No Refund. When we went into the store to speak to him , he was unprofessional and accused me of getting reading to use the F word! WHAT? He thought I was going to say the F word??? He totally lost it and refused to give me the refund and then said if I didnt leave he would call the police, I have not heard from any Cuctomer service from T-Mobile and I will continue my effort to get my $80.00 deposit. Do not trust T-Mobile...

  • Jan 27, 2015

1. I have been planning to end my contract with Tmobile since 2011 but persuaded to stay with them with promised free upgraded to LG and unlocked after few months. Wrong!

2. Upgraded to LG phone, the first phone broke in 2 months, told could be changed to other phone. Wrong!

3. Stucked with bad quality phone and end up dead after a year, I was told need to upgrade and I thought dont need to pay for it. Wrong!

4. No choice back to use old Samsung phone which Tmobile still displayed and expected they can adjust, transfer data and turn on the GPS on the older phone. Wrong! They said had no access cause the phone too old. So, why they displayed still if they just cant do nothing with it.

5. Staff named Garret at TMobile Galleria Mall Henderson Nevada offered me to add another 2 line at total 4 lines without changing my bill at $118 after tax. I agreed and after hours stuck at that branch found out my phone still not working since I was told to wait another 24 hours after changing SIM card till able to call. So ridiculous and impossible! Really suck cause after 25 hours still was not able to call and had to waste more time to fix at TMobile storeand deal withn another unproffesional staff..

6. Worst case, checking my account and the 2 lines cost me at $40 total my bill was $150. Just a scam and rip off. I called the TMobile specialist, she told me to pay my $150 in order she would offer me the rest of months in year would be $100. So ridiculous, how I have to pay another $40 with the 2 lines I dont even have the phones. She inisted me cause I used the service already. Impossible and no sense. I denied her requested and finally she refunded me and this month I have to pay $120 whenn usually I paid $118. I just dont want to deal with this scam TMobile staff again. So suck, unfriendly and far from proffesional. Just such a waste time and energy dealing with those staff at stores.

  • Jan 23, 2015

I am submitting this complaint against T-Mobile for misrepresention of their unlimited 4g LTE network monthly plan with unlimited calls, texts, and data, ($50.00) plus 5 gigabytes monthly Hotspot service ($30.00) with $8.00 tax added. Total monthly is $88.00.

I have used this service for about a year now with the only complaint that many times I found my phone in a 2g network. Calls to customer service regarding why I was on a 2g instead if a 4g service were dismissed with them telling me to disable data for a moment then turn the phone off then on again to correct. This switched me over to 4g most of the time.

Today there is a much larger issue which began last month. Toward the end of my monthly cycle I received a T-Mobile message stating that I had used 3.65 gigs out of 5 on my mobile hotspot. It appeared strange as I had not used the hot spot any more than I had in prior months. The billing period ended on 1/11/15 on which day I submitted payment for the cycle 1/11/15 to 02/12/15. T mobile messaged me a thank you for mybpayment note but said I was now paid through 1/11/15 (the same day I made payment that was to provide me service thru 2/12/15. I just let it ride.

Last night I tried to tether my phone to my computer using the hot spot and I could not connect. The message said I had used all 5 gigs of my hot spot service for billing cycle 1/11/15 through 2/12/15. I knew this was impossible. I had used the hot spot feature very little this cycle!

I called and explained the glitch. I spoke to two representatives who each told me that the first five gigabytes of data used via 4g OR hotspot were always taken from my hotspot service time. WHAT?!? Before ordering the hotspot service, I had asked several customer service reps about the plan I was choosing to obtain a very clear understanding. I knew something was amiss, BIG TIME.

I asked to speak with a supervisor and was cut off. The second call left me on indefinite hold..waiting for a supervisor. I waited until today to call again.

I spoke with a customer service rep who connected me to technimcak support. Tech support informed .me that they could not refurbish my hot spot time. They could pay %30 themselves for my hot spot, but then I would be without phone and text messaging until 2/12/15 when I would pay my monthly service plan again. He also stated that customer service would be able to do that, but not him. He transferred me to a supervisor named Robert who disconnected our call. I phoned again and explained everything to another customer service rep asking he connect me again with Robert. He thenplaced me on indefinite hold.

  • Jan 23, 2015

T-mobile knowingly ships iPhones with known software issues. They refuse to address the concerns of the consumer. I went through two iPhone 6 both had similar problems, and their response was to simply wait for a software "update" that may fix only one of the addressed concerns. They then wanted me to trade in the iPhone for only $350 be on the hook for the other $300 and purchase another EIP program phone.

  • Jan 10, 2015

T-Mobile's administrative geniuses, the same ones that just paid the FTC almost $12 million in fines for ripping off customers, started a new refund policy in which they refund customers through their "partner" Citibank, by issuing you a prepaid MasterCard instead of crediting the same account which they charged.

Why you ask would they do this? Well, it stands to reason that if they give you $100 on a prepaid debit card you will not be able to use 100% of it. Balances expire and they end up, I imagine, splitting the windfall with their "partner" but let's assume that the recipients of the cards, in many cases are families with less than perfect credit, continue to fund the card with their next paycheck. T-Mobile would quite likely participate in the fees with their "partner" i perpetuity, or for as long as the account is maintained.

Here is the letter which I wrote T-Mobile today. It expresses my frustration with the total lack of communication between the customer service people who I dealt with and who were 100% professional. Regardless of their committment to help me, and promises to do so, they ended up being defeated by stupid policy within their organization. if you are a T-Mobile shareholder and investing in their managerial prowess, do your homework and make an innformed decision. You cannot measure the future with a balance sheet:

To: [email protected], [email protected]

Cc:

Date: Fri, 9 Jan 2015 18:00:22 -0600

Subject: Unable to refund credit from Citibank

To whom it may concern:

I am writing following my 9th call with customer service today wherein I have been informed that T-mobile is now unable to deliver my refund in any form. Even your customer service representative (Mark) was at a loss for words.

On November 16, I attempted to sign up for an account (946454552) to transfer and establish a total of seven new lines under your "family plan". At that time I prepaid $164.00.

After numerous technical difficulties and having to conference your customer support with your technical support, (apparently they cannot contact each other directly) I finally threw in the towel in frustration.

Customer service agreed to refund the deposit I had made of $164.00 and I thought that would be the end of it. I was promised that the payment would be refunded to my account in 7-10 business days.

As a seperate note, I had to endure calls from your Custoner Retention department and your Customer Remorse departments in which i had to explain to your employees the technical amd managerial incompetence of your own company!

On December 4th, no refund had been received and I called customer service and at the end of a very long conversation, it was arranged that my refund would be broken down into two payments, one of $54.30 and one of $105.37.

The payment of $54.30 reached my account on December 19. The refund of $105.37 had not been made. When I called customer service to inquire I was told that your "partner Citibank" was issuing me a Mastercard for the refund amount.

The problems with that were 1) I had moved and you did not have my new address, 2) I have no interest in receiving a refund by this method, 3) I have no agreement with T-mobile to accept this form of repayment which I would characterize as a "gift card" and 4) This was never mentioned in any of my previous calls with T-mobile concerning my repayment.

During my call with customer service, I stated that I did not want a Mastercard and was told that Citibank could not cancel the card so that T-mobile could send my refund directly. We conferenced with Citibank and they stated that they could not cancel the card so that T-mobile could make the refund directly.

On December 30 or 31st, I called customer service again and spoke to a gentleman by the name of Rickland and explained my frustration and desire to simply receive payment for the funds (not the Mastercard) which were promised to be redeposited into my account within three business days. He stated that there would be no problem and gave me a confirmation number (238667402) stating that the funds would go back to my account as originally promised and I assured him that if the card arrived from Citibank that I would destroy it and that would be the end of it.

On January 6 I called customer service again and stated that the deposit had not been made to my account and was assured that they would be in my account by Wednesday January 7th.

This morning, January 9th, I noticed that the funds still had not reached my account and made another call to customer service. Today I was informed that customer service could not issue a refund and that I had to wait for the Citibank MasterCard to arrive. I was given the Mastercard account number and promptly called them and cancelled the card, which they did per reference 38499704.

I called customer service back and informed them that there was no longer an account in Citibank in my named which the T-Mobile customer service representative confirmed in conference with Citibank and was told that he now has no options available to refund my credit.

I have been told on at least 4 occasions that the amount would be refunded directly to my account and provided your customer service department with my account information. I am furious that I have been repeatedly lied to. I refusee to accept a Mastercard from Citibank as a form of repayment.

Today I filed a complaint with the Federal Trade Commission and will continue to pursue not only my refund, but a class action for all of the other customers that you have treated with policy that was obviously created to minimize your refunds.

I would appreciate it if you would contact me but have learned to expect nothing but incompetence and untrue responses from T-Mobile. Your management is clearly out of touch with your customers and the departments that are supposed to support them. The purpose of this email is to place you on official written notice of the history of these events so that you cannot deny to be unaware of the facts which are clearly logged in my file and presumably recorded or suggest that they have not been brought to your attention.

Sincerely,

Peter

I am reserved to the probability that i will have to recover the balance of my deposit through the efforts of the FTC or by filing a small claims action in the local courts. It is totally insane for an organization of this size to be so out of touch that they end up paying out fines in the tens of millions of dollars because some idiot in management thought he had a great idea to profit from processing customer refunds.

  • Jan 5, 2015

I'm frustrated with Target's Brightspot. Since they wont help my mom in the store or by phone I guess this is my only option.

Brightspot is horrible!!!! My mother purchased a Nokia phone back in October and has been using the pre-paid cards. She bought a $35 card unlimited talk and text & activated it on 12/20. T-Mobile/Brightspot now says the card is useless and was only good for 300 mins. which the rep at Target was responsible for verbally telling my mother. I don't think the Target in Cypress, Ca knew of this issue as I found more of these cards on their shelves on 1/2/15. Naturally, this information was never disclosed.

Now we are on 1/4/15 with an inactive phone because the minutes have been used. I have spoken with three reps: Robert, Jessica, and Joshua (supervisor) with T-Mobile/Brightspot and they refuse to honor the card that was purchased. I have repeatedly said if they are going to take a consumers money for the card then they need to honor it. Repeatedly they have said they will not honor the unlimited talk and text as it written on the card. They say she has pay more $ to get more minutes and the will not honor their own product.

We went to the Target Store in Cypress, Ca and spoke with Crystal. She didn't understand the program either because she asked us what we wanted/needed to fix it. Obviously, I want you to sell me a card I can use and don't sell me deceptive and defective products. She gave us a new card and told us to manage our account (as though we weren't doing that already?) Now T-Mobile tells us that card she gave us can't be used until Jan. 20th the next billing cycle but if she pays more $ now she can use the phone now.

There is no point to speaking with T-Mobile, the supervisors don't care!!! They are condescending and patronizing. They repeat themselves and are only trying to get more money out of the consumer and they refuse to honor their own products. I'm very disappointed with Target and T-Mobile. The service thus far has been very bad!!!

  • Jan 1, 2015

Calls to their customer service are fruitless, they tell me these are 'reconnect fees' that are be3ing applied to my account because my service wa interupted. My services have not been interrupted. Every fee that appears on my account was applied on the day that I paid my bill.

What T-Mobile is doing is simply adding this fee to accounts that are past dueby as litlle as a couple of days. The fee is 20 dollars per line and it looks like T-Mobile has gotten greedy because they charged me 80 dollars for December 2014 on an account that only has 2 lines. They are claiming my account was suspended twice in less than a month, which makes no sense, at all.

Additionally I received a letter dated December 22, 2014 stating that I wass not approved for the new services I applied for. I did not apply for any new services from T-Mobile, I have had this account for a year. The letter has my credit score on it which means that a hard inquiry from T-Mobile is nbow on my credit report. Attempts to get T-Mobile to rectify this obvious wrong doing on their part are being ignored and deflected. I was able to get 1 representative to admit that T-Mobile had done this tpo a large percentage of their customers. I am watching for the class action law suit to be filed against them for this.

If you plan to travel, at all, be advised that your T-Mobile device is going to be useless. I recently traveled from my home in Los Angeles to Wisconsin by car. My data was gone within 2 days on my unlimted data plan. T-Mobile's network is so weak that I was apparently roaming as soon as I leftr Los Angeles and T-Mobile only gives you 1 GB of Roaming Data.

AT&T are crooks as well, that is why I switched to T-Mobile in the first place. Now T-Mobile has shed it's skin and are billing more and more like AT&T every month. At least with AT&T my device had the coverage I was promised.

Avoid T-Mobile. Look elsewhere. They had a good thing going but now they are all about the greed.

  • Dec 22, 2014

Weve had phone service with TMobile since August 2014 and pay 186.00 monthly. We were approved for the ETF refund in early Octoberto received an email that we would receive the prepaid card in 2-3 weeks, which we didn't , and when I started making inquiries about when the card was mailed, the stories and the lies began.

we were told that we hadn't been approved, they couldn't find but one trade in, given multiple dates for "issue" of the card, and then told one week ago that it was mailed on 11/4/14 and would be here on 12/18. Thats 6 weeks in the mail.

We got the TV news and fact finders involved and they made calls and recorded the so called customer care reps. They weren't given one straight answer. They finally blamed it on Citibank for not having plastic to make cards.

The TV rep is taking it to the Attorney General, the BBB and 2 consumer protection agencies. she feels that there will be a class action lawsuit based on fraudulent practices and scamming customers. After reading the thousands of posts, it seems that this is more the norm than the exception.

  • Dec 4, 2014

This is just a worthless company that, luckily, will soon find itself next to the extinct dinosaurs. A bait and swithc operation.

on Monday Dec 1, at 2:01pm I signed the prepaid contract and was promised a nice iphone ( 64gb for the price of 16GB ).

Note it was prepaid.

But then things started to turn sour. The system could not find my order, they ran my credit report 3 times without my consent (I authorized 1 time for a score of ~ 750+) and finally sent me to a local shop. The employee of the store was very helpful but realized that TMobile enrolled me and tried to sell me a post-paid contract with a locked telephone and zero upgrade as promised. But I signed for a prepaid agreement and unlocked-fully paid phone! Then they claimed the price could not be honored!!

Am thinking of contacting a lawyer to file a class action lawsuit. I am sure that a lot of people must be experiencing this. Make no mistake, they associated themselves with MetroPCSA and I think the latter is even better.

Sometimes we dont know what we have. I was planning to switch from ATT, and thank God for the warning. Staying with ATT !!!

What a disgraceful introduction to a new company. TMobile, just like told Allstate in 2001, sayonara! Never again , no business for life ! So please inform yourself and stay away from this cesspool called a company!

  • Nov 17, 2014

On Sunday, November 16th, 2014, I attempted to refill my mobile internet service with T-mobile broadband refill card. The customer service representative (from the Philippines) told me that I could not do this as the service was 'down' again for the one millionth time.

I used their so-called voice message sytem to refill the card. And now that they are 'no longer down' it seems that the pin number is no longer valid and I have been robbed of $30 by T-mobile.

Nice way to treat a regular phone and internet customer t-mobile.!!!!! I will be finding other phone services in my area and also satelite internet.

Why should I have to be bothered by this and also be robbed of my money?????

  • Nov 15, 2014

I cancelled my service with T-Mobile, the service was horrible with calls always dropping, I had two lines. I cancelled one and paid the cancellation fee in time payments ( I have proof of that) when that was paid, I talked to a representative and told her I wanted to get rid of the second line. Of coarse she tried to talk me out of it, but with horrible service I didn't want to keep it..She told me to pay that months bill (which I did) that was due and suspend that line so I wouldn't end up with another cancellation fee.

I ask her will I get billed if the line was suspended she told me no. So that is what I did. The following month I got a bill anyway...I called and they said they never told me that. I ask the representative if all your calls are monitored just like they say when you call she should have the recording of the customer service woman telling me that. I told her to cut the line off because every time I call they tell you one thing and do something totally different.

And I was not paying for a line that was suspended. She said ok and said I would not get a cancellation fee many months later I get a bill saying I owe them for the cancellation fee now. I called them back they said they have no record of me calling but I have proof from my call logs that I did call..I have records of what I paid. This company must be responsible for their actions. They tell you one thing and do another... they confuse their customers. Which accounts for all the complaints online they are doing this to not just me but to other customers as well. If she would have told me that I had to pay the cancellation fee I would have paid it..don't send me a bill months later saying I now owe you a cancellation fee when TMobile said I did not owe one..And tell me that I would not get a bill if I suspend the service and still get a bill? Since the calls are monitored they should have proof of what this customer service woman told me..they are liars. Dont believe what they tell you on the phone, I constantly ask for the recordings they said there is none. I ask her about the notes that the previous representative claim that she was typing in when I called and the representative said she didnt see any notes or any notes that anyone has spoken to me...I will be contacting the FCC on this matter I contacted my district attorneys office luckily I know some who works there...

They practice Deceptive practices, they are liars, customer service lies so they dont have to listen to you, when I did have service I had constant drop calls, no signal...I say to everyone who is reading this...Complain to everyone who will listen, contact the FCC, your government and blog and tell everyone who will listen..Post on social media..Have a blessed day everyone..

  • Nov 12, 2014

Thank you for contacting the T-Mobile Premium SMS Refund Program.

We have reviewed your completed Claim Form and/or Account Summary Request but unfortunately we are unable to validate your request for the reason stated below:

The Account Holder name provided does not match the Account Holder name in the data provided to us by T-Mobile.

If you have recently changed your name we would be happy to update your record, but we need the following information in order to do so:

Name provided on your Claim Form and/or Account Summary Request

Name, including former names (e.g., maiden name)

Copies of documentation confirming legal name change (e.g., marriage certificate, notarized name change certificate, divorce decree)

The Account Number (“BAN”) associated with this account.

If there is anything more that we can do for you, please do not hesitate to contact us.

Regards,

Refund Administrator

www.T-MobileRefund.com

this is the message that i have gotten this here is the 3rd time that this bogus program is doing there not going to give a refund to people what there doing is making hard for us by claiming that they need more information on you and after you provide them with the information they come back at you again asking for the same thing the program is a R I P thats why im posting this

  • Nov 5, 2014

Mid October of 2014, I transferred my T-Mobile account to my daughter, who was the user of the service. She had recently gotten married and wanted it in her name. The process was one of the worst I have ever experienced. The T-Mobile store, initially told us they couldn't do the transfers any longer, and we had to do this over the phone. We'll after over an hour of frustration sitting in the car attempting to speak to a non-native English speaking customer service representative, we were cut off. We then went back to the store, which was reluctant to help, but finally assisted us in getting us to the right person on the phone to make the transaction. Now, for the crux of my complaint. When the transfer occurred, T-Mobile cancelled my account and established one in my daughter's name. No problem. They told me, they would close out the billing and send me a bill for the remaining balance. Again, no problem. That was mid-October. I received a bill on the 31st and paid it in person on Nov 2nd, as I questioned the amount. It turns out I was correct, the amount was wrong. I paid the remaining balance. No problem. The next day, Monday, I received a notice from a collection agency for the incorrect amount. I called T-Mobile, and they indicated the balance was zero, paid the previous day. I called the collection agency and they too showed the balance zero, but did say T-Mobile sent this to them on the 25th of October. That was clearly BEFORE they sent me the final bill. T-Mobile sent my account to collection for the incorrect amount due, prior to even billing me. Obviously this is not a reasonable business practice and I am in the process of filing a complaint with the state Attorney General, as this is outrageous.

  • Nov 4, 2014

T-Mobile advertises that they will pay Early Termination Fees ETFs. This is not true. As I just received my reject letter today, and all my codes and submitted paperwork, was perfect. After changing over two devices, and paying nearly $300. No benefit or cost deduction here. The second scam, Tmobile delays processing payments in order to receive an additional $20 per line for reactivation. The service is awful too, phone calls and texts can be delayed for hours or even days.

  • Nov 3, 2014

This is very simple. Beginning in July of 2014, T-mobile began to double my family phone bill every two weeks without my knowledge.

  • Oct 25, 2014

This could be one of my worst customer service experiences in my entire life. I ordered the iPhone 6 on Sept 12th and received it Sept 19th on the release day. After activation it turns out there is zero to one bar at my house so i had to use wifi to send and receive texts and make calls. When I went to work the next day there was mostly no coverage but occasionally one bar. No big deal right? I mean it happens and not every carrier has good coverage everywhere, this is the case with my area. So just return the phone right? Get a refund and move on. Not so fast.....

I called customer service to initiate the return process and they said ok no worries just send the phone back with the pre printed shipping label and once we get it we will be able to cancel your account and since you only had it a few days there will be zero charge for the phone or service under the buyer's remorse rule. I did as instructed and had the device packed and shipped from a local shipping store on Sept 27th (one week after getting the device). I checked the delivery tracking and found the phone was received by T-Mobile's warehouse dock on Oct 3rd. I called back to customer service that day and asked what will happen next...they said call back in 3-4 days to see if it's been "checked in" to the warehouse. Ok waited 3-4 days and called back....the rep said well it's not checked in yet so we cannot cancel the account of the full price of the phone would be due ($750). The rep said wait 3-4 more days and call back....ok I did. On the day I was to call back in i received and email stating that T-Mobile has not received any device from me and therefore cannot move any further in the process until said device is received....remember the UPS tracking confirmation from above? Yeah I know right? So I called back in again....the rep completely dumbfounded says well at any rate there is a balance due....how would you like to take care of it? I said there shouldn't be any balance due and you should have my device as UPS states they've delivered it and your warehouse personnel signed for it. The rep needed to initiate a research request on the IMIE number to see what was going on and it would take...wait for it....3-4 days to process before any information could be obtained and that they would surely call me on that date with a follow up. Ok so the day comes and to no surprise no call with any update. SOOOOOO...I called AGAIN to customer service and spoke with a rep who had no clue what was going on, said there is NO record of me calling in to them at all with any concerns, no notes of any kind regarding a rep needing to call me back, and said there is a balance due and how would I like to take care of it. Geez really??!!!!! SO we started from square one again with the need to initiate a research request on the IMIE number to see what was going on and it would take...wait for it....3-4 days to process before any information could be obtained and that they would surely call me on that date with a follow up. The rep stated that it appears that UPS delivered and "EMPTY" package to the warehouse. WOW that's odd because the weight of the packed device was 1.10lbs and the delivery confirmation stated the delivered parcel was 1.10lbs. The rep didn't like this bit of info at all and became extremely patronizing and rude. Her Name is Alisha from Oregon if that helps anyone. She said they will have to research it and see what will become of the situation and she would surely call me back. Hahaha ok sure I'm waiting. Anyways, in the meantime I called the shipping place and told them what happened and they said at least 6 other phones had all allegedly mysteriously disappeared in the warehouse after being received. And that they had packed and shipped iphone 6 returns to other carriers with no issues reported. So today I was to receive a call which didn't happen. I called in to T-Mobile and it turns out they did find the phone 21 days later and that I had been correct in that my device was in their possession the entire time.

So I received a refund for the device finally today but no there is the issue of service on the line. I had the device for exactly seven days and could not use it on it's own signal much of that time...most use was on wifi which doesn't take from your plan. They said that they could not cancel the service until it was scanned in and despite it being in their possession for the last 21 days that I had to pay for service during that time. TOTALLY UNACCEPTABLE!!!!! It's cost me about 8 hours total being on hold and on the line with customer service in the last month which I had to pay for in usage time on my AT&T line (which does have service at my home and business). I'm now waiting for the final bill as the billing cycle has to close and apparently no one at tmobile has any way to know what will happen in the "system".

I will be posting this statement on the Consumer Affairs, Better Business Bureau, The Rip-Off Report, the FCC's websites. Furthermore I have the law firm Jacoby & Meyers working on a class action lawsuit against T-mobile for the undue ardous experience it's making consumers go through. So if you have had a similiar experience please voice it at one or all of the above avenues for consumers and do call Jacoby & Meyers as they would be interested to include you in the suit against this organization.

  • Oct 13, 2014

INITIAL LETTER TO T-MOBILE:

To whom it may concern:

I am writing to you today concerning a long time issue I have been having with the coverage provided through T-Mobile. I have been a customer of yours for more than 5 years, starting out as Pay-As-You-Go customer, increasing my requested coverage as my needs increased. I currently use the internet frequently as well as the texting feature but don't find myself making calls as much because of the lack of coverage I am getting.

We have been forced to maintain a home phone because our cell phone reception is nearly non-existent from our home, and although that has solved that problem in part, it obviously doesn't help us to make calls when we are away from our house. In addition to the problem making/receiving calls, I have had to download Pinger (which is a wi-fi app) just so I can send texts from my home, as the standard service you provide rarely works.

Just recently I had my partner switch over to T-Mobile, as she was unhappy with what Sprint had to offer. I have always been happy with the customer service you provide and your rates have been fair, so I encouraged her to move over to a Family Plan with me. I think that the problem with mediocre coverage became more prevalent with that decision however, because now I notice that it is not just me that is having issues, but her as well. We have done troubleshooting on both phones and I am certain it is not the devices themselves. Our issue with T-Mobile's coverage is not just in our home, but all over the Metro area.

When she was working in the center of Downtown Minneapolis she had no texting service at all and couldn't make a phone call from the corner of 9th Street and 3rd Avenue. When I drive home from Mendota Heights regardless of the weather or the time of day, my phone drops calls constantly. Yesterday alone I was unable to make a call out from my phone off Hwy 55 and the Mendota Bridge in Mendota Heights. I lost 6 phone calls in the 19 mile drive between my work and home.

There are the consistent T-Mobile dead zones I expect (like the Hwy 94 West/35W North split just outside of Downtown Minneapolis), and then there are the surprise dropped calls that unfortunately seem to be increasing. Everyone I talk to on a regular basis, whenever I lose a call, says "Oh, I know. You have T-Mobile". I have lived with it for quite sometime because I was willing to sacrifice good coverage for the good and personal service I have always received with your company, as well as your prices. I am however at a breaking point these days. I feel like I am paying for a substandard service and now I have someone else who is suffering with me since I had her join my Family Plan.

In our home we have tried the signal booster hoping that would help and it did not, as we were not even able to get the bars necessary to bounce the signal off of it to assist us in making an outbound call. We have complained on multiple occasions and have been given a credit to our account which we appreciated. We have been assured that it would be looked into and told that the information on that end on the "coverage map" showed we "should" be receiving 2-3 bars of coverage. I can assure you if you stand out in my backyard or on the sidewalk away from my home you cannot make a call at all, unless by some very rare fluke of a chance. This is not only costing us money with T-Mobile in paying for a plan that gets zilch for coverage, but it also costs us when we have to maintain a home phone just so we have coverage while we are at home since the cells don't work. I used to use HotSpot but found that kind of a pain as I had to toggle back and forth in my settings just to make a call. It was by no means ideal.

Where we are at currently is that we are going to need to find another provider, as this issue has not been resolved with our previous complaints. Not ideal for us or for T-Mobile, but we cannot continue to pay for a service that is not working for us, good customer service and fair pricing aside.

I would like to find out if we can get out of the 2 year agreement that we are in with the second phone on our plan. I would normally ride it out but I don't believe we should have to considering the circumstances. We have not selected another provider as of yet, so this is not a request to turn off service, but I would like it if you would let me know which direction to go with this. Would you be willing to terminate my contract with you without charging us with an early termination fee? It is going to further cost us to buy new Smartphones with whichever carrier we decide on, so your assistance to curb some of the costs we will incur with the switch. Especially considering this is not something we want to do but have to do.

I appreciate your assistance in the matter. I really have enjoyed T-Mobile and this is a big disappointment for me as I would like to continue being a customer of yours, but as I'm sure you would agree, it makes no sense to pay for something you aren't getting.

Regards,

Michelle C****

********** Resolution - early termination fee waved **********

In July we get a bill stating we still owe money for a month that the phone was inactive and cancelled in. I call T-Mobile and got no satisfaction in their response. I then complained to T-Mobile Corporate......

LETTER TO CORPORATE:

To Whom It May Concern,

I wrote to your customer service department back in the late Spring, in regard to an issue I was having with my coverage through T-Mobile. We had 2 phones attached to a Unlimited Family Plan that we were getting very poor coverage on and I had written in with my intentions of canceling the our plan with you and moving to a new carrier. I had asked that the early termination fee be waved, which your company was kind enough to do and in mid-May we purchased new phones with another carrier, maintaining the old lines with T-Mobile for roughly 2 weeks before actually closing them. On June 4th, 2013 we called T-Mobile to port 1 of the phone numbers and eliminated the second, fully moving to the new carrier.

Shortly after our plans with T-Mobile were thought to be cancelled, we received a bill which I wasn't expecting to owe. We paid it not thinking much of it and continued on with the new carrier, not utilizing either of the old phones. Today however, I received a bill for $141.41 showing an active line for (612) 600-XXXX. I immediately called your customer service department and spoke with a representative, who said considering the circumstances with the cancellation, she would have to transfer me to a "specialist". It was then that I talked to Andrea L. (rep i.d. #1271171). She was professional and understood the circumstances, but indicated that since I had never "officially" called in to cancel the service, I would have to pay the remaining bill. She indicated she would lower the bill to a single plan (of which the amount was not given on that call) in an attempt to resolve the issue. I advised her that any bill whatsoever was not acceptable and that I would not be paying it.

We purchased new cell phones in mid-May from the new carrier and paid a decent amount of money to get going on the new plan. We paid T-Mobile money to finish what I thought would be the final bill, only to get a second bill after the June termination of our lines. When I called in and spoke with the gentleman at T-Mobile on June 4th, I told him that we were porting my number (612) 532-XXXX and canceling the other line entirely, as my partner was going to continue to use the line that the new provider had assigned to her. There was almost an immediate disruption in service on my phone and on hers, as we were not allowed to call in to or out of either of those lines within minutes after that call was made to T-Mobile. At no time was I told by the T-Mobile representative that I would need to speak with someone different and I was never transferred to anyone else other than that one representative.

Having been a T-Mobile customer for roughly 8 years (initially as a Pay-As-You-Go customer), I had never had another carrier; I had never before cancelled a plan with a cell phone provider, so I was not entirely familiar with what I now know to be your procedures for doing such. Nor was I was ever told by the representative I spoke with in June that I needed to do anything other than what I was doing on that call. As I expressed to Andrea when I spoke with her this evening, I honestly feel I paid for what was a sub-standard service for 2-3 years longer than I should have. Any further bill beyond the final one is insult to injury at this point. I would implore you to view the history of my account to see the multiple times I called in asking for assistance to get my line fully functioning. I made every honest attempt to stay with T-Mobile for much longer than should be reasonably expected.

My request is that I simply want to be treated fairly here. I do not feel that any bill on a line that was not utilized and thought to be closed, is a fair way to treat a current or departing customer. Having been happy with your customer service, your prices and my phone, I sang your praises and tried to make my relationship with T-Mobile work, which unfortunately it did not. In my writing of this letter, I continue in my attempts to have this be a professional and clean termination of our contract and want still to give your company the benefit of the doubt, even though frankly I am quite irritated.

In my conversation with Andrea, she indicated to me that there was no one above her that I could go to with my complaint. Being certain that is not the case, I am addressing this with you now. I would like to see whatever remaining charges you are attaching to my account removed and have this be a clean break, as I feel I have more than done my due diligence in my dealings with T-Mobile.

Thank you for your time in addressing my concerns. I look forward to your reply.

Regards,

Michelle "Mickey" C****

*********No resolution through T-Mobile********

Today I received a letter in the mail telling me I owed for June and July, denying me of my request to have any of the charges waved. This is my letter to the the BBB.......

BETTER BUSINESS BUREAU COMPLAINT

Complaint Type:Wireless Complaint

Description of Complaint:

I had been a customer of T-Mobile's for more than 8 years, the last 5 or so wrapped in a plan with them. In June 2012, I encouraged my partner to move over to T-Mobile with me. Although I had a few coverage problems myself prior to this, I had weighed my options and opted to stick it out with T-Mobile. The issues with that poor coverage however, became more prevalent with time and I had called and complained to T-Mobile on numerous occasions. In May 2013, I wrote to T-Mobile with my intentions of canceling our plan with them. I had asked them to waive the early termination fee considering the circumstances, which they agreed to do.

In May we purchased new cell phones and on June 4th (before the new billing cycle) I called T-Mobile to cancel one number and port the other to the new carrier. Our lines both became inactive within minutes of that call and I assumed that was that. We both began to use the new phones and the line in question sat inactive and unused for the month of June forward. In July we received a bill stating that we owed for a full month of service. I immediately called T-Mobile to advise them of their error and asked that they adjust the bill, removing the charges. They refused.

I was instead told that I had not "properly" cancelled the second line; that there was a "process" that they had to go through that was not done on that call. I advised the representative that I was never told of any further steps or procedures involved when I called in to cancel our lines and port one of the numbers. The rep offered to lower the bill but indicated she would not wave it. Unhappy with her offer, I asked her for someone higher up to speak with. She indicated there was no one above her. After being unsuccessful in my attempts with customer service, I filed a complaint with corporate. Today I was advised via mail that I would now not only owe for the full month of June, but for any and all charges incurred up to July 15th, when they actually considered the second line to be cancelled.

  • Oct 6, 2014

I called T-mobile about their ad on TV for the family plan to see if it was in our best interest to switch from Sprint. The salesguy on the line reassured me it was, asked what kind of data I needed PER PHONE, to which I proceeded to inform him that 3 of my 4 lines required unlimited becuase we used "FB, Instragram, YouTube, Netflix, email, texting..." on a daily basis.

When he said we would have unlimited usage, that all three of the lines would be fine with the "unlimited data" plan, I repeatedly asked him if we would EACH be able to use our phones, just to make sure I clarified. He blatantly lied as other reps since him have also agreed & acknowledged, even the most un-savvy person knows that 2G does NOT allow that much usage on your phone. He chose to let me believe that the "unlimited 10G" was all mine, and each of the other two lines would have the same unlimited data. He knew exactly what he was telling me and I have tried to reach him directly which is impossible to track him down, of course.

One of the reps I spoke with after, also lied to me and said he was going to initiate a complaint against the first rep that sold me the package. Come to find out two reps later, that doesn't even exist. Reps can say whatever they want to get a sale and never be held accountable for it. I attempted to talk to a supervisor or complaint department, but was given the runaround about office hours that are impossible, and was in disbelief about the lack of recourse.

This same rep made me think that once I returned ALL FOUR of my NEW i-PHONES for the "brand new" LG's I was buying from T-mobile, they would take care of the Sprint bill from there as well. He blatantly reassured me that ALL I had to do was return the phones and I would be notified about my credit in bills to come. By the time I received the final bill from Sprint, threatening to send me to collections, it was conveniently TOO LATE TO get my reimbursement for the early termination fees because the 60 days had passed! It's been over 3 months now!! So not only did I not receive a credit for ANY of those i-Phones, I bought refurbished "brand new" LG's that constantly give me and my family technical problems AND I get to pay my own early termination fees of over $800 with Sprint. Not to mention I'm now in collections.

I attempted to post my experience on the T-mobile website where others have posted their complaints, and it was blocked, stating I was not allowed to post this content, go figure. Such a scam, total false advertisement and NO recourse whatsoever. I would love to sue them for at least false advertising!

  • Sep 29, 2014

I have been a T-Mobile customer since the mid-ninties. Two years ago I had upgraded to a new handset with T-Mobile. The phone was defective and T-Mobile sent me a new one.

Unfortunately for me I contracted a Superbug before I could get the original handset back into the return envelope. Emergency surgery, septicemia, 5 days in the hospital, rounds of Vancomycin and unable to walk.

I contacted T-Mobile with letter's from my surgeon, infectious disease Dr., my primary care Dr. as well as my therapist. It didn't matter to the multiple people I spoke with at T-Mobile. They only cared that I was 2 days over the return date and would be more than happy to work out a payment program with me on my monthly bill.

I spent 18 months paying for a paperweight. Thank you T-Mobile. Not only for your understanding but for the $600 brick.

  • Sep 27, 2014

I have been with Tmobile for over 4 years and had 2 lines. Decided to switch to Cricket Wireless to save money. I switched on july 5th. Only to find out that Tmobile did not prorate my bill from the 5th to the 26th billing cycle. They continue to charge customer for leaving their exspensive service. Its like a hidden pently fee for leaving them, hiding behind a term they call "porting". As a consumer I had no idea that I had to cancel on the my billing date or I would have done so. I feel ripped off, that they continue to charge if not done on the exact billing date.

Shame on Tmobile for using this practice to punish customer and to contnue to collect money from us. Stay away form Tmobile they are crooks.

  • Sep 20, 2014

I bought a T-Mobile One-Touch a couple of years ago along with Ausiron "insurance" through T-Mobile. T-Mobile increased the insurance fee 40% midway through contract ($5->$7 / month) and announced a $5 shipping fee on a claim. So far, so good.

I lost the phone and attempted to file a claim. T-Mobile informed me there was a $150 deductible, and I would get a replacement of the same model phone.

$150 exceeds the market value of this older, obsolete, phone model by a wide margin. Insurance that tries to claim a deductible (never mentioned by the salesperson who told me "free replacement") that is at least twice the market value of the claim isn't insurance - it's fraud. T-Mobile "insurance" is an unfair and deceptive trade practice.

And to think I thought T-Mobile were the "good guys" who didn't play games like this.

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