T-Mobile USA
reviews and complaints

it is really sad that t mobile can not hire people that can do there job i am going to see about going to Verizon because i am disabled and need a working phone and i half the tome can not make or get calls on my phone and the people in what every county i am talking to can not understand English and i have to repeat and repeat and they still can not get it so i am done

I have been charged three times this month from T-mobile.

July 7, 2022 in the amount of $198.00

July 9, 2022 in the amount of $74.61

July 23, 2022 in the amount of $202.70

I do not have a T-mobile account and I am not sure why I am billed. I am requesting the funds to be reimbursed immediately as I did not authorize these transactions.

[protected]

Address below not real - letter was taken to PO and I was told this address is not valid - PO would/could not send letter

T-Mobile Customer Relations

PO Box 37380

Albuquerque, NM [protected]

RE: Replacement on New L-G Velvet Phone

T-Mobile,

I was hung up twice today. I purchased my L-G Velvet phone withing the new warranty, and I want my warranty with a NEW L-G Velvet phone, not a refurbished one with only a 90-day guarantee. Nor do I want to 'Upgrade'- another horror.

I purchased a L-G Velvet phone for approximately $1,000 and it does not work internally. I have called several times to have phone replaced with a new L-G Velvet phone. My phone will drop calls, will dial another person/entity correct one is dialed, will call another entity when correct entity is dialed.

I was told by your T-Mobile personnel that the phone I purchased for 1/2 price needed to extent to May 2023. That would be okay if your phone that you sold me worked like it should. A refurbished phone lasts only 90 days. I don't want a broken phone that you say works - a new phone you say is defective and T-Mobile doesn't want to guarantee the phone you gave me.

I pay $82.25 monthly, and am not buying another phone, I want this one to work. I am tired of your T-Mobile personnel who keep saying there only two options: 1. Upgrade (which means to buy another phone which I won't do since you have not honored the current L-G Velvet I have) or 2. Be sent a 'refurbished' phone with a 90 day guarantee.

I want my new phone per my warranty of having a new L-G Velvet phone. You have not honored your agreement. A $1000.00 phone should work, and this L-G Velvet does not. I returned a refurbished phone with only a 90 day guarantee within the last week.

Helen Javernick-Lewis

PO Box 517

Rye, CO 81069

[protected]

My friend is. a customer of T mobile and due to him working all the time he added me as appointed taker of his account to be able to be told anything with the account and also be able to make any decisions this should not have been added to my name social and credit but yet it was we tried to order 4 phone devices and new cell phone service and due to an incompitent sales person and putting my email down wrong where the e sign forms are sent to they then flagged the account as a red high alert for fraud saying we now have to go in store to get assistance and to be able to prove identity could only be done in person with a valid ID and then we went in store and was told our account was locked and only way we could get assistance is through calling fraud and escalations customer service and we did then was told that it was guerenteed solved and for sure we would have no issues so trusted them signed esign forms got verification of completion paid the 90$ fee for 3 devices boom then they cancel them same issue again I sent them screen shots of completion email the copy of forms that I e-signed and of the charge on my account for them to then tell me at that point they can't refund me anything even though I showed them the proof cause on their side it says charge never was paid then the reason for canceling order this time at this point was because the wrong email and all the other promising they Could help fix lo

Agents they somehow gave us 9 active orders they were having issues camcelling at this point which made no since well when they finally got those all taken care of another agent calls he got us taken care of so we thought until we were reauested and advised that all though these are switch and carry an port over phone number free devices supposedly that we have to pay over 600 $ down for each device so 1800 $ for 3 phones which none are even over 300$ devices at full retail price based on credit as we were told so how come we approved before for 4 for 120 and that was It then again for 3 devices for 90$ but company blames us as customers instead so since we were required to pay over 1800$ I told him no and it was wrong well at this point those 3 devices I rejected was added to my account with my internet and now trying to auto deduct over $ 319 for 3 devices (cellphones) and 3 new added mobile lines as well as gateway internet think they are by far the worst company ever in every single area

I got four calls last week from [protected] but the caller did not leave a message. The fifth call was on Friday July 16, and I returned the call saying "You called me a minute ago." The person on the other end of line who gave name 'Sultan' claimed to be calling from T-Mobile and said I should accept a free phone sent to my address - Sultan knew my address and details of my account, and Sultan said my phone service would soon close down due to 'update' - I asked Sultan for time frame but Sultan did not know date of service shutdown - I told Sultan I would call Sprint to verify this, and I called Sprint and got through to Karen, who said I could pick up a new phone free of charge at local Sprint office -- Karen knew nothing about telephone number [protected], but when she got back to me after brief research she said the number was linked in some way to Sprint and T-Mobile

My phone service is now cut off. I went to a T-Mobile office in 2800 block of University Ave. in Madison WI -- GOOGLE MAPS said the office was there, but Guess What! -- it was not there.

I have been a Sprint customer for ten years. I am disappointed in the service they gave me in the past few days -- Karen was the great exception, assuring me I could get a new phone free of charge at a Sprint/T-Mobile store

I will go to a T-Mobile store tomorrow and I hope that the issue can be resolved. I do not have phone service right now.

Fred sommer

Fred Sommer

Hi, We are a elderly couple who tried to hook up 2 phones with T mobile. We have had a HORRENDOUS experience and its never endling. Someone from your company must care about customers? So far, I cant find any. On May 27 I called and placed a order over the phone for TWO sim cards. Thats it. I called on June 6th as they never arrived. After being passed through 5 people and 1 1/2 hours on the phone. Yes... really. A "supervisor" tells me they tried to just send replacements but then I would have 8 cards coming instead of 4. Wait... FOUR? I ordered TWO? He says, well 4 got put on the order. He will check it out and call me back. Never does. I call back that afternoon. After ANOTHER 2 hours on the phone being passed around. Get another "supervisor" She is so sorry etc etc, no worries... all fixed. We will resend you the TWO sims and corrected the mistake. Then she asks... Do I still want that Apple Watch? WHAT apple watch? Huh? Oh, you have one on your order. I do? How did that get there? Not me! Now she starts a investigation into this this. I will hear back in one week. Nope... no one called me back. Nor did I get the SECOND set of sim http://cards.Call again. 2 hours later after being endlessly on hold and passed around explaining the issue OVER and OVER and OVER. I get another "supervisor" YEA ME! Im told... oh, someone will call you on the 16th on the investigation for sure.. NO WORRIES! and I ask then about the sim cards I STILL dont have. Mind you I really NEED a phone! I use it for my only source of income. She assures me everything is fixed. Next day I get the FIRST set of sim cards in the mail but they have been deactivated and I cant use them cause there was a second set sent that literally NEVER arrived dispite checking my address 3 times. Ok, CALL BACK YET AGAIN. You guessed it. Another 2 hours being passed around. Im DONE. I had to hook up with Straight talk as well, I NEED A PHONE! I tell them to cancel my account. Please refund the 60 dollars I was charged for LITERALLY nothing. Oh sure, no problem. Refund done, account cancelled. Even the 50 dollar remaining bill is cancelled too for the balance of the first month of service. Couple days later. NO refund. Call back. 2 hours on phone. Passed around. Another supervisor. This one says.. 0h, we cant refund to the original card. Your account was credited instead. I explain WHAT GOOD is a credit to a CLOSED account! HOW does that get my 60 back? We live on ONE SS check a month and the tiny amount I make selling soap once in a blue moon and are VERY poor. That is our food money for 2 weeks! Now im told they need my checking account number for the refund. I reluctantly give it to them. I get a reference number this time. AH FINALLY! Nope! no refund. Call back. 2 hours. Supervisor. Give reference number. Wait on hold. Oh, it was denied. WHAT! I was PROMISED by several "supervisors"Guess they just lied to me to get me off the phone. Nice T MOBILE! NICE. Robbing then lying to old people. Once again, promised now a gift card! Any guesses? No, it never showed up either. But I DID get a bill for the 50 in the mail! IMAGINE THAT! they managed to get THAT to me no issues. But still no sim cards or refund. http://WOW.Call back. 2 hours. Supervisor. Hey, why am I being billed for service I NEVER HAD? Oh sorry, will fix it. week later, ANOTHER bill but with interest now! and I KEEP getting bills from T mobile. I had to change my bank card and file a claim with my bank against the 60 which is still pending. I want the 60 dollars they STOLE from me as I got NOTHING for it but MASSIVE headaches and stress and time wasted. I want them to STOP sending me bills! HOW can this company be THIS horrible? I am do tired of all this. What can be done about this mess?

My husband spent hours on the phone working out new deal for two I phones. The rep did not ask what color he wanted for the two phones. When he said “you haven’t asked what color I want yet, she said I am sending teo red phones Like you asked” He never said he wanted red phones. Color was never discussed. Then she said too late to change color. He has now been on the phone for over an hour trying to cancel. My guess is they have many red phones they’re trying to get rid of.

TERRIBLE CUSTOMER SERVICE. YOU’d think someone would realize the cost of losing a lucrative account because of a reps mistake.

We have been Sprint customers for years and when T-Mobile took over we had to renew with them. We were told that the same service would be provided.

As soon as we changed the towers no longer worked.

We have Wi-Fi calling but we have to drive somewhere to try and use it!

Our phones are essentially worthless.

We live at Camp Mack Resort

1400 Camp Mack road. Lot 290

Lake Wales, fl. 33898

We have to drive 1/4 mile to get service!

WHY ?

I called to add a line to my service they had problems with their system on 6/23/2022 I was told on the 23 that a nes iPhone se would be 25.00 total due that day after multiple times it still would process the payment I call my bank and was told he didn’t even show that they tried to bill my account called back on 6 24 and was told the total is 85.00 I told him I want to talk to a supervisor after 105 mins on the phone he hung up on me

Kept receiving letters and emails from T-Mobile saying my Hotspot wasn't going to work after July 1, 2022 and to take advantage of the 5g upgrade promotions they have either in store or through the 800 number. Went into the store and was told to call the 800 number since the upgrade was free through the 800 number and not in store. Called and ordered free 5g upgrade which T-Mobile made me pay tax on a free item. When my bill came they had issued a credit for the taxes, but are now charging me for the 5g Hotspot. Called T-Mobile, spoke to John T. and complained that the 5g Hotspot was supposed to be free and that's what I had agreed to when speaking to the customer service representative. Was told that the representative must have made a mistake and I asked them why they credited back the taxes as the representative said they would, and was told it was refunded manually. I asked if they could pull the call wherein the T-Mobile customer service representative assured me that the 5g Hotspot upgrade was in fact free and the taxes would be refunded. I was told a supervisor would call me back within 72 hours after they pull and listen to the call. After 2 days I received a call back from John T., stating the supervisor heard the T-Mobile representative tell me on the recording that the 5g Hotspot upgrade was free. He then told me it was not the right Hotspot, and to receive a free Hotspot I'd have to return the 5g one I had received and been assured it was free, and could receive a 4g lte Hotspot in its place. I told him that didn't make sense since the upgrade was for 5g, not 4g lte, not to mention that their representative assured me a refund of the taxes since the Hotspot was free, which happened, and they were able to hear the entire conversation about the 5g upgrade at no cost to me. Why should I have to return the 5g Hotspot that was represented as free by a representative working for T-Mobile? I asked that a supervisor call me regarding the issue, as I feel like T-Mobile is pulling a bait and switch on me by sending me my free 5g Hotspot upgrade, then telling me their customer service representative messed up, and that I need to accept a 4g lte Hotspot as the upgrade if I want free. Was told give another 72 hours for a call or response.

T-Mobile has ripped me off with hidden fees, late fees I shouldn't owe, charging me to turn phone service back on that shouldn't have been turned off in the first place. I have the 55+ Magenta Plan that should only be $55/month. Yet, between January 20th & April 10th of 2022, I was charged $313. 69! After talking to two people in "customer service", the second being the manager", the fees they justified charging still had not covered what should have only been $220.00! After, the person who was supposed to be a supervisor took some of the fees off. He still had the nerve to charge me an additional $31.01 to bring the bill down to a zero balance! Now, T-Mobile is charging a $5 late fee when I make payment arrangements that the company takes out on the day the payments are due! Today, the bill was due and there was already a $5 late fee on it! T-Mobile is a greedy, rip-off, of a company that is an international brand that was worth billions prior to the Sprint acquisition. T-Mobile also has call centers in Asia or the Philippines when there are plenty of Americans who are out of work and could use those jobs!

Good Afternoon I went to the store in Puerto Rico in the shopping mall

Centro del Sur to see if there was a employee by the name of Brenda.

I was told that this employee looks into others people information and gives out information. This is a a intergrity issue Me as a T Mobile customer I will be taking action on this issue. I would like to know where are youre managers, This store has foul language on its music this is a family store I hope you take actions on this employee,

Need refund

On 2/18/2022 I went to t-mobile to sign up for the 55+ plan. At that time, no out of pocket expense was suppose to be incurred. There were free phones involved, but we did not want a new phone, just wanted to use the ones we had. Our phones were AT&T and they were locked, and they were unsuccessful in getting them unlocked, but they wrote up my contract and activated the chips, even though we could not use them in our phones and told us to keep trying to get in touch with AT&T, which we also were unable to do and they were busy on Saturday and closed on Sunday, so we went back on the 2/22 which they put us on another 55+ plan with a phone, one was free and the other was put in our plan with monthly payments, after a deposit. I was having issue with my phone and stopped by the store again during the week. I think I did manage to create an account to get us going, but was still having issues. So I went back on 2/28 frustrated and all and told them I wanted to end my service with them since my phone was still not operating as it should and my work app was not working the way it should. The Manager and store clerk were not happy at all. I didn't even have the phone for 7 days and he charged me for a re-stock, which I knew he could waived, since we didn't use the phone and I had everything the phone came with, even the plastic covering for the phone. Any way they took the phone and the chips they discarded right in the front of me and gave me back my refund. Far as i was concern, my ties were over with them. This all happened between 2/18 and 2/28. That same night I went to AT&T and they gave me a chip for my old phone and turned my phone on. Did not have anything of T-Mobile any longer. Then to my surprised I got a bill from T-Mobile for $192.42. I immediately contacted them and gave them the account# on the bill and when I asked them what the bill was for no one could tell me. I was then asked to go to the store and take it up with them, which I did and they turned around and called the 800 CS#. The Rep told the store that they would look into and get back to me. The Manage also told me, that the reason they charged me was because I didn't call to cancel my service and I was suppose to. I told him that he did not tell me that the night we retuned their phone and he discarded the chips that were in the phone and that was not told to me. But he ensured me that the Customer Service would take care of it, as a result of the conversation that was held. Waited for them to contact me which they said they were, but that did not happened, they sent me another bill for $123.09 for charges thru April 18th. What charges? I ended my services with them on 2/28 so what charges am I being billed for. I do not owe T-Mobile anything and to be not only billing me but threating my credit report, makes me very angry. I think these charges are very dishonest and I should not be paying for something I never had. I was late in getting back to them about the $123.09 bill, but I was attending to health issues. I want this resolve and I want T-Mobile to leave me alone. I don't owe them any money. Having problems sending photos to my email from my phone to save and attach to this email from my desk top. will try to see if I can send them directly from my phone, since they are save in a file there. Or do you have an email I can send it do?

I purchased a SIM card kit for $35 to put in a phone I already owned. I was given the option to activate it myself once the purchase was made, but when I attempted to, the activation failed. When I called to ask for help, the CSR told me I couldn't activate the SIM card myself (despite having been given the option to do so) and I was told I'd have to buy another SIM card kit then call in to T-Mobile CSR and have them activate the card for me. So, I did that. I purchased another SIM card for another $35 and called in to have it activated. The CSR couldn't get the phone working and stalled by telling me she'd call back in half an hour when, in fact, she knew they would be closing. Apparently, this is one of T-Mobile's rackets. Have people purchase the SIM card kits, and when they don't work, just shrug their corporate shoulders and do nothing. I am well aware that prepaid products and services are non-refundable, but that's grossly unethical if you're selling me a product or service that doesn't work in the first place.

I bought your internet service in feb 2022 I was told it would cost me $40. a month I received your letter a mouth later fo $50. a month an knoe I recieved another letter for $60. a month

I was told by your rrepresentative and confired by 2 other representative when i purchase the service I havetrried to get through youre phone system with no luck. And went back to the store 3 timed verified what I paid with no action store 1641 suprise az

Please help me jerry denzin [protected] email [protected]@gmail.com

your system works good I m retired on disablity

accont # is [protected] address13714 countryside dr sun city west az 85375

lest 4 # of my social 2027 they do not reconize my pin 6 9 1944

This started 3 months ago, I went on a cruise, while in the cruise I receive a text from T-Mobile saying that one of my phone has made $600 of international calls , which right away I call T-Mobile and explain that that line was never use , they told me they will investigate not to worry , one month after I get a text message saying that my balance was still growing, I was told T-Mobile will call Me back but they never did , I call them again they only know how to say I’m sorry but they don’t fix anything, again they told me they are going to Investigate, to plase wait , again 1 more month pass I receive a message that my line was going to be shot down. I call them again u spoke to a supervisor I told him , that this is already a joke , I ended up paying for a bill that it was even fair because I didn’t make does calls , u pay because I need my phone to work I told them my phone is a part of my job my patien life depends on me been on my phone in case I’d emergency, but no one cares . I had always have automatic payment, the first representative told me that she’s going to remove the auto payment until the problem was fix , it was not my idea. After I ended up paying for the bill that I shouldn’t ever pay to begin with. They assured me that everything was going to be set up like always. Now I get an other message from T-Mobile that my payment is due! What’s going on, this is not a game when I say my patients live depends on me answering my phone for them for any medical reasons. I can’t be dealing with this problem every months. Again I have T-Mobile for 13 years I never been late in my life , ever sense march the first problems , it’s a every month situation, this is so overwhelming.

I recently filed a complaint about t moblie and checked today to see if there was a response and i seen it was marked resolved.

There has been nothing done to resolve this matter.

why if I go over my time can't I buy extra time? When the bill is paid why wait start date which May 29 2022 credit card payment easy-pay Just restart my internet service as soon the bill is paid. Why don't you just add about $1.00 a day for over use that would make customer happy. I have tried to answer your E mail for 2 days I am a new customer as of April 20 2022. The start date of my problem May 20 2022 the date which the bill was paid. At least ATT had me running on the day the the bill was paid. I am not very happy with T mobile. I guess I will have to look for a new carrier.

After allowing autopay on my T-Mobile account, I was appalled to find that after one year they had overcharged me over 1k.

Charges were appalling. After calling to cancel a line of service on Aug 30 2021 due to DEATH in the family, They instead suspended the line and began charging me a separate $90 per month. My phone bill became 200-350$ per month for one line of service (that I knew about). I’ve spent 40+ hours on the phone to no avail.

After months of seeking refunds, T-Mobile has evaded paying back the money they have stolen.