T-Mobile USA
reviews and complaints

Very disappointment after many years of being a loyal customer with automatic payments. I never got a good deal from T-Mobile. All they do is sell lines. Even when you don't need them, they want you to add lines to your account in order to receive "fake promotions". After many years, not wanting to move from this sadistic relationship with T-Mobile, I finally did to ATT. Now I am grieving a real nightmare!. To explain: I moved to ATT in May/4 (17 days after the current bill). Service was activated when I received the phones on May 7. I did a courtesy call to T-Mobile to make sure all services were canceled. The representative at that moment (name Julian or like) very sneaky decided to "maintain my service active" (not loosing a customer) by keeping the 5th line active as a personal line (the line not being transferred to ATT). In that call, I made sure all my service with T-Mobile was fully canceled. The bill ran from 4/21 to 5/20 and service was canceled in May/7 completely. However, to may dismay, I noticed that T-Mobile withdraw from my bank account a full service charge with 5 lines + insurance + all they could on June 13 (4/21 - 5/20). Not only that, this company has generated another bill!. I have called many times the customer service to solve this issue. In one of the calls, a representative called Marcela never sent me a copy of this bill as she promised. I cannot access the app or the website because everything has been locked after 5/7 for me not to see what is going on... I wonder if there is a department that can take my concern with honesty and fairly? Is this possible within T-Mobile? I only owe to T-Mobile 17 days of use from 4/21 to 5/7. There was no reason to charge for 5 lines+insurance+taxes+ghost rates after May 7. Can be possible to receive a final bill with all these adjustments?

I've been a long time Sprint customer.
I've received many emails, from Sprint, to switch to T-Mobile, receiving $830.00 credit for my then current iPhone 8+. My iPhone 8+ was immaculate, never dropped, in pristine condition.

I called and spoke with a man, who said he'd send me a T-Mobile sims card. I was suppose to exchange the Sprint sims in my 8+ with the T-Mobile sims, and send the 8+ to T-Mobile, who would send me an IPhone 12 under the Magenta program. I would receive a monthly credit for $830.00, over a 24 month program. I received the T-Mobile sims card. I didn't have any way to change out the card, so I ended up going to the Savannah Ga Corporate store.

Upon setting an appointment, I went there, on Saturday, 6/12, it was very busy. I was finally helped by Sydney H. the store manager. I explain why I was there, showed Sydney my iPhone 8+, AND the T-Mobile sims card. I said I wanted to switch to the Magenta program. Sydney said all he had left were red, black, and white iPhone 12's. I said since I have a iPhone 8+ in white, a 12 in white would be fine. Sydney got a iPhone 12, set it all up, and I signed something on his iPad, and out I went. I thought it was all taken care of. It wasn't. I paid $170.19 for the switch. I put it on my bank card.

I was unsure of if everything transferred over, so I called Sprint on Monday 6/14 I called Sprint and found out all Sydney did was upgrade me; no Magenta program, no $830 credit, just upgraded to a iPhone 12, which I have to pay monthly!

This was not acceptable, not the Magenta program.

I was to receive a call back from Sprint on this, within 4-5 hours, to straighten it all out. No call back came. Wednesday, today, 6/16, I called Sprint again. I was told I had to go back to the Corporate store, and they would fix it. An appointment was set up, I drove 30 minutes, to the Corporate store. I checked in and 31 minutes later, I was helped. Soon a woman came out and told me, they can't do anything for me. She said Sydney said the contract was firm, nothing could be done. I was infuriated. But, I thanked her, and left. I called Sprint driving home, and I was helped a little bit. But now I have to pay monthly, for an upgraded Apple 12. Certainly not the deal offered via email, and phone. Remember, T-Mobile sent me a sims card, to put in my 8+. I left that at the Corporate store!

i have no phone for 5 days they have affected my safetly and wellness i have been on hold at least 24 hrs, , 2 store visits sent to a closed store, , at the store told me no phones for sprint only t mobile i asked if they would upgrade me at their cost for all the aggravation, , my diabetes is out of control due to the stress and no one helps me

June 11, 2021
T-Mobile US
12920 SE 38th St
Bellevue,
Washington
98006

Dear T-Mobile Management,
I'm writing this letter to see if this matter can be solved, and my level of comfort can be satisfied. On, Saturday, May 29, 202, My spouse and I went to your store location at 1415 Hwy 85 N, Ste 130-140, Fayettevillie, GA. To obtain phones and services. On this date, my spouse secured a phone for her father and a phone for herself (Galaxy S21). However, the problem began on the device that was ordered for me ( the Galaxy Z Fold 2). Due to the Store not having the device on hand, the device was ordered and shipped to our home. Unfortunately, well after waiting several days, the phone was not delivered. After looking and going to the store location after receiving a Declined payment notice, we went to the location. We discovered the notice occurred manually by your system, and the payment was not declined. We were then told that the phone was not in stock that the Store would try to secure a phone from other locations. After speaking with Managers and District Managers, I still do not have the device that is being requested.
It appears that you have a device in your stores for sale that is not being sold to customers. I can not believe it is two weeks in a company with numerous store locations, and I still have not aquire the requested device. Let's solve this issue!

Derrick L. Singleton
Fayetteville, Ga.30215

I bought an Iphone with best buy and activated with Tmobile, now I moved to ATT and my phone has a carrier lock from Tmobile, contacted them several times and a couple times they told me to wait 24 hrs to unlock it with no results, why is Tmobile locking a phone that belongs to me?

this velvet LG its New I have gone over the T-Mobile places and it;s still not working right, I'm very upset, my son is sick and I can't even get throught with out it saying call ended ! they need to get this taken care of NOW! Need my Phone ! Do you understand, if the can't fix this on then give me a new one tired of this, I will never have people over there . wish I could afford it I would phones ! with some one else, very angry customer. sue tremblay

T-MOBILE

We 'attempted' to switch service from Verizon to T-mobile... what a nightmare we experienced with their customer service. If they are this bad with customers trying to establish new service, I can only imagine being an actual customer.

We have probably talked with every cubicle in their overseas Philippine service center. They actually lied about the promotion, sending the phones overnight, and about mailing the Sim cards.

We signed up via the phone and was promised a promotion of buy one phone, get one free with a 24 month credit applied to the cost of the 'free' one. Basically, a 24 month contract. They were suppose to mail the sim cards via USPS, and the phones shipped overnight. We received neither! USPS.com tracking states the tracking label was created, but they hadn't received the package from T-Mobile for shipping. The following day, we spoke again with the rep who had promised to overnight the phones. She then advised that if we could find a Sim card (as if we have spare sim cards laying around), install it into "our Verizon phones", the phones would be activated with tmobile. She would then overnight the promised phones. This sounds much like a phone scam, but it actually was T-Mobile telesales!

Seven days had passed, still no phones or Sim cards received. Our Verizon bill was coming due. In order to have phone service, we decided to just cancel the T-Mobile order.

We called T-Mobile again and then were told that the promised promotion was no longer available.

We requested to cancel and were told that we couldn't cancel. What? We cannot cancel an order for which we have not been provided the means to use their service? (That's like ordering cable TV and not being provided the coax cable) After being on the phone for another 2.5 hours, being passed around to at least 9 different Philippinos, we were then told that to cancel would require going to one of their stores - in person, and showing personal ID. WE DROVE A FREAKING HOUR to the closest store and were told that they cannot cancel a telesales order. While at the store, they confirmed that the buy one phone, get one free promotion was still running. Online telesales (the Philippines) has no problem lying about anything. We no longer trust anything they say!

We will eventually get this order canceled and will NEVER do business with T-Mobile. We have never experienced this low level of service from any company before.

This is 100% true and fully recorded and documented.

Thank God for Verizon!

account #[protected]
Mark Becker. 57 Bayview Dr, San Rafael, ca 94901
Verizon phone # 415.295.2106

Many months ago I tried a T-mobile phone, within a day decided the service was not as good as Verizon. assigned T-M #628.202-2983 - never used by me

I called their help line, was told I had to go into a T-M store

Went to the store, agent very helpful, said account was closed.

He must have made a mistake, I've been getting bills ever since.

Calling T-M's help line has huge delays before reaching an agent - today it was 45 minutes.

I went into the the T-Mobile Store in Chehalis, Wa. asking for help with my new phone. I have an Account which got thered when it was a Sprint Store. The Store has a young man and a young woman opporating it. The Music was so Loud and the Young Man was sitting at the front desk and he was tapping out the beat to the Music and Chilling. He was no help to me, and did not want to help me. His foot never missed a beat to that music he was obviously listening too. I am an Old White Male, 71 yrs old wearing a Veteran's Hat and told him right up front... I am not really savy when it comes to Phone and computers. He told me to take my own sim Card out of my phone and give it too him to see if it fit my new phone. He also took my Drivers License and looked me up on the Computer Screen and told me I was not on the contract.
So he could not help me. He had me call the person who's name was on the contract and would not talk to him on the phone and told me to tell him he had to come in also in person to do this. It was a simple manuver but this kid was not interested in Helping me. I told him he was not very Customer Oriented and his service was really crappy. He blew me off and basically could care less. This is the second time I have been ignored in this store. He only waites on young girls apparently. He is an Asian Man and about 21 years old and offers [censored]ty Customer Service. And at a Distance I could see the girl was helping a couple and they seem really irritated too.
My complaint is Bad Customer Service... I am considering changing my Service provider.
Thank
David Haubrick

Saturday, March 27, 2021

I am NOT a T-Mobile customer.
I was phoning to get certain questions answered regarding cellphones before proceeding with any mobile/cellular service and purchase of a cellphone from T-Mobile.
I phoned Saturday, March 27, 2021 at 2:52 PM (PST) T-Mobile's phone number 800-T-Mobile, which in numerical form is 800-866-2453, that was listed on T-Mobile's website https://www.t-mobile.com/cell-phones as being the "Contact & support" phone number to phone regarding any questions.
I chose option "1" which was for new customers, and I chose option "3" to hold verses being phoned back.
My phone call was answered within three minutes by what sounded like a young Male who had a slight accent, whose name I did not write down, as I did not think the phone call would be a bad phone call.
Not wanting to be locked into a payment program, nor into a year or more contract, especially should I find T-Mobile to be horrible in either cellphone connection (dropped calls) or customer service, I proceeded to ask that T-Mobile male representative about purchasing a phone outright verses having to make payments.
The male T-Mobile representative proceeded to state that I had to have an account with T-Mobile. I responded back for him to assume I have an account; could I still purchase the phone outright, verses having to make payments. I stated to him that he did not seem to know the T-Mobile webpage I was on, whose listed phone number I was phoning to further inquire about items I needed answers to.
The male T-Mobile representative stated items as his response that indicated to me that he did not know the answer, and or, his job fully and completely, let alone that T-Mobile webpage. Unlike what T-Mobile's automated "IVR" message repeats over and over while waiting for a T-Mobile representative, that the T-Mobile representative is an "Expert".
I now quite frustrated at what was a simple question that he could not answer, asked for a supervisor. As I knew to continue talking to him would get me nowhere, and do nothing but further escalate tensions, stress, all leading to anger.
Something by the way "T-Mobile", is NO way as a corporation you can even hope, let alone dream, to be able to acquire NEW customers.
The male T-Mobile representative continued on talking, which got me mad and I then in a stern no-nonsense voice asked him to pass me on to a supervisor.
The male T-Mobile representative then fired back at me to "Cool Down!".
I responded back for him to not tell me to "Cool Down!". That I do not work for him. That he is being paid by his employer to assist, not get people frustrated and angry. And that he should not be stating such on a recorded call.
The male T-Mobile representative then stated he was going to get me a supervisor and placed me on hold.
During the entire hold time for a supervisor, the male T-Mobile representative did NOT perform any of the following:

1.) He NEVER came back on the phone with me.

2.) He NEVER came back on the phone to inform me what was going on.

3.) He NEVER came back on the phone to inform me that he had contacted, and or, informed a supervisor that I was wanting and waiting to speak to a supervisor, and that a supervisor had confirmed such request to him.

4.) He NEVER came back on the phone to inform me how much more time I would have to wait for the supervisor.

5.) He NEVER came back on the phone to check with me if I wanted to still hold.

6.) He NEVER came back on the phone to offer me for myself to be phoned back by a supervisor once a supervisor was free from the phone call they were on to then phone me and talk with me about my issue/matter.

After a total of 15 minutes time had gone by in that phone call, to which I would estimate 13 minutes of that time was myself being on hold waiting for a supervisor, and myself NOT having received any further communication from that male T-Mobile representative, meaning the male T-Mobile representative never came back on the phone during that entire hold time, let alone to state anything to me listed in numbers 1 - 6 above, I then stated into the phone that the phone call was a recorded phone call (per T-Mobile's automated "IVR" statement), and since he had not come back on the phone with me for 15 minutes (actually more closer to 13 minutes, but could easily have been an hour or more) that I was ending the phone call and would be letting upper management know. To which I then disconnected the phone call.

I then phoned back at 3:07 (PST) that same day Saturday, March 27, 2021 that same T-Mobile phone number 800-T-Mobile, which in numerical form is 800-866-2453, that was listed on T-Mobile's website https://www.t-mobile.com/cell-phones as being the "Contact & support" phone number to phone regarding any question.
I again chose option "1" which was for new customers, and I chose option "3" to hold verses being phoned back.
Within a few minutes of holding my phone call was answered by what sounded like a young female T-Mobile representative.
I asked that female T-Mobile representative to transfer me to a supervisor, stating it was due to a previous 15 minute phone call I had had with a T-Mobile representative that I wanted to report.
The female T-Mobile representative agreed to transfer me to a supervisor and proceeded to place me on hold.
This female T-Mobile representative also did the same thing as the previous male T-Mobile representative did, which is:

1.) She NEVER came back on the phone with me.

2.) She NEVER came back on the phone to inform me what was going on.

3.) She NEVER came back on the phone to inform me that she had contacted, and or, informed a supervisor that I was wanting and waiting to speak to a supervisor, and that a supervisor had confirmed such request to her.

4.) She NEVER came back on the phone to inform me how much more time I would have to wait for the supervisor.

5.) She NEVER came back on the phone to check with me if I wanted to still hold.

6.) She NEVER came back on the phone to offer me for myself to be phoned back by a supervisor once a supervisor was free from the phone call they were on to then phone me and talk with me about my issue/matter regarding the previous male T-Mobile representative.

After a total of 16 minutes time had gone by in that phone call, to which I would estimate no more than one (1) minute of that 16 minutes of time was myself and that female T-Mobile representative talking to each other, and the balance of time after subtracting the couple of minutes I initially waited for my phone call to be answered by that female T-Mobile representative, being approximately 13 minutes on hold waiting for a supervisor, and myself again NOT having received any further communication from that female T-Mobile representative, just like the previous male T-Mobile representative, meaning she never came back on the phone during that entire hold time, let alone to state anything to me listed in numbers 1 - 6 above, I then stated into the phone that the phone call was a recorded phone call (per T-Mobile's automated statement), and since she had not come back on the phone with me that I was ending the phone call and would be letting upper management know. To which I then disconnected the phone call.

I then phoned back at 3:23 (PST) that same day Saturday, March 27, 2021 that same T-Mobile phone number 800-T-Mobile, which in numerical form is 800-866-2453, that was listed on T-Mobile's website https://www.t-mobile.com/cell-phones as being the "Contact & support" phone number to phone regarding any question.
This time I chose option "2" which it states is for "current" T-Mobile customers.
Per one of the options offered by the T-Mobile automated "IVR" I stated to the "IVR" that I did not have a T-Mobile number. The "IVR" then stated it would get me right away to a representative, only for that "IVR" statement to be immediately followed with the "IVR" stating that there was a TWO (2) HOUR wait time. Horrified and disgusted at the TWO HOUR wait time to speak to someone, I disconnected that phone call.

I then phoned at 3:30 PM (PST) that same day Saturday, March 27, 2021, a different T-Mobile phone number. That T-Mobile phone number being 800-937-8997.
The "IVR" for that T-Mobile phone number offered no options. Instead it immediately asks one for one's T-Mobil phone number. It then states that if one does not have a T-Mobile number to state "I don't have one". Which I then stated.
The "IVR" then offered different options, for which none matched what I needed, so I stated "Representative". To which the "IVR" responded back: "I'll get you over to an expert."
The "IVR" then stated: "Looks like there is a wait."
Only to be followed with the "IVR" stating that there was a TWO (2) HOUR wait time.
I then disconnected that phone call. As again I was NOT going to wait TWO HOURS to speak to someone.

CONCLUSION:
Though the phone calls I made Saturday, March 27, 2021 were not "Test" phone calls, those phone calls to T-Mobile revealed a great deal to not only myself, but any individual phoning T-Mobile, who is not a T-Mobile customer.

Those phone calls reveled:

1.) T-Mobile does answer the phone call relatively quickly for "new" customers seeking to sign up for service with T-Mobile.

2.) "Some" T-Mobile representatives, like the male T-Mobile representative I got whom I have written about in this "online" complaint, are NOT "experts". Unlike what the T-Mobile "IVR" states, which is that one will be transferred to an "Expert".

3.) Even though T-Mobile's "IVR" states it has great service, the fact is that T-Mobile does NOT have great service.
As any existing, and or, "current" T-Mobile customer having to wait TWO HOURS to get assistance with a "live" human being T-Mobile customer service representative (verses other options like automated "IVR" answers, online "Chat" etc.), is VERY POOR customer service. And definitely NOT any mobile/cellular carrier I would want to sign up with, waste my valuable time "holding" for, and pay my valuable money to each month.

4.) T-Mobile only cares about getting "new" customers. As "new" customers phoning T-Mobile, those phone calls are relatively quickly answered by a T-Mobile representative.
But that gets destroyed by T-Mobile representatives doing what that male T-Mobile representative did to me.
As well as the lack of supervisors/managers answering, and or, accepting phone calls being transferred (if in fact the customer's phone call was even transferred) to a supervisor/manager from a T-Mobil "new" customer representative, like the male and female T-Mobile representatives I had Saturday, March 27, 2021.

5.) Once you are an existing T-Mobile customer, you are treated like a second class citizen in terms of respect for the "paying" customer and the "paying" customer's time.
Existing/current customers having to wait TWO HOURS, or even One Hour, to get assistance, is One Hundred Percent PROOF of this statement.

6.) T-Mobile does NOT know how to keep customers, and make such customers into loyal long existing five or more years customers.
As once one is a T-Mobile customer, the customer service immediately goes down-hill drastically in terms of response time to a T-Mobile customer.
Therefore due to the loss of potential and existing customers, T-Mobile not making nearly as much profit as it could and should.
This should be very concerning to the Chief Financial Officer ("CFO") of T-Mobile.
I feel it is safe to state, that I am sure it would be very concerning to T-Mobile's parent company German telecommunications company Deutsche Telekom AG., and the shareholders/stockholders, should all such know this is what is going on, and why the loss of potential/future customers continues to go on, and sales to those individuals, and the ongoing loss of existing customers.

7.) T-Mobile seems to have forgotten that there is this huge powerful technical wonder called the "Internet", or, "World Wide Web". And that any phone call such as the one I had today with that male T-Mobile customer representative who answered my phone call, as well as other potential "new" T-Mobile customers phone calls, that such phone calls can go "live" over the internet for all to listen to, and replayed indefinitely should such phone calls get recorded.
And or, be recorded by a "third" party in one or more foreign countries that allow such phone recording. And subsequently a phone call such as mine passed on to anyone, and everyone, whom that "party" wishes to, to be played by the receiving "party".
So doing what that male T-Mobile representative did to me, as well as any supervisor/manager who was supposed to take my phone call, provided that male T-Mobile representative actually passed on my phone call to such T-Mobile supervisor/manager, also not responding to my phone call, places T-Mobile corporation in a position of repercussions I would hope its executive leadership would not want to happen, let alone its parent company German telecommunications company Deutsche Telekom AG., and the shareholders/stockholders.

T-Mobile Corporation therefore is highly advised to take all appropriate actions to prevent ongoing and future items that have been stated in this complaint.

This concludes this individual / consumer complaint.

on [protected] i purchased a plan. it did not work from my home so i immeadiately went back to your store and canceled the plan paying what was owed you. it is now [protected] and have received a bill for $66.09. i have received a bill from you every month. several trips to the store and i have been told the billing would stop. i still am receiving bills

Jump update of my phone, i been a customer for 13 1/2 years with this company i was able to update my phones every years, but because i have an old package 3 lines for 70 dollars, t mobil don't allow me to upgrade my phone before i pay off the entire amount. With jump i use to upgrade every year. I think that is not a good way to treat there value customers. I have to pay my phone completely to be able to upgrade my phone. I will look a better option and will cancel my account with t mobil there customers service is not the best at all any ways.

The company had some one sign my name illegally and did not care and now trying to ruin my credit do not use this service they are unprofessional liars and disrespectful customer service they are going down hill after taking over sprint and metro the company is a scam and a joke

Trying to set up 2 new lines, but too much confusion with 20 people talking in background to understand anyone. Need to get these phones connected for medical reasons. Immediatly.

It is completely unacceptable that any company does not offer electronic written communication; via email or text.
So both parties can keep clear record and reference of communications. Voice or postal stamped (snail) mail only is not acceptable!
Especially if said company has a web presence that performs electronic business (exchange of monies for products or services)!
It should be required that online business have both email and snail mail for basic communications.
*chat apps or 3-party community sites like twitter, youtube, instagram, facebook, etc. Is not sufficient for clear record and reference of communications nor for private business communications.

My iphone pro purchased in Dec 2020 has several things that are not performing properly. I went in the Colonial Promenade T Mobile store on my first chance to see about it and after questions about health the woman in the store told me I could not be in their store for 4 months after having covid in December.

I work as a teacher in Jefferson County schools every day since August. I was off the appropriate time for quarantine in December. I have worked since (now almost 7 months) They were made aware in February, the day my husband tested positive to make sure I still come to work and I was told I still teach every day. When you staff told me to leave I explained I work everyday in a classroom. She said because you didnt tell them about your husband. Yes, I did. They knew 5 minutes after I did. This policy is rediculous and fear mongoring. No one is quarantining for 4 months. I am sorry I have 2 new devices through T Mobile!

After 17 years I switched from Verizon to T-Mobile and since my town doesn't have a T-Mobile store I stopped at the Sprint store because according to the internet, press releases and advertisements T-Mobile and Sprint are "One". I live in a rural area which has very poor internet service, so I wanted to sign up for the T-Mobile 5G LTE Cellular Home internet. I learned that T-Mobile and Sprint are truly not "One", but today a very nice lady from T-Mobile was helping me migrate my Sprint plan to T-Mobile and she said I would get the same plan and they would be able to transfer my phone lease. After an hour and a half on the phone I was suddenly transfer to someone in Puerto Rico and it continued down hill from there. I literally spent 5 hours on the phone trying to migrate my Sprint through several transfers, dropped calls and failed callbacks. Finally I drove 20 miles to the nearest T-Mobile only to be told that I could not migrate to T-Mobile because T-Mobile and Sprint are not the same company and never will be. My frustration is beyond belief at this point I'm to the point where I'm considering to pay off my phones and switch back to Verizon.

Prior to my son's deployment, I contacted T-mobile to ensure provisions were in place in case roaming charges were incurred. I was advised everything was fine and there was nothing to worry about.

A couple of months in we started getting texts that he was violating terms of service for roaming and his line was being blocked. The account is in good standing and always paid on time (16 years).

I called again and was told to ignore it. I was told I could purchase extra roaming but that it wasn't necessary, all roaming was covered. I elected to purchase the extra roaming anyway just in case.

Then we got another notice he was being blocked. Again, I was told to ignore it but that if we switched to a military plan by providing a current military ID, we would be safe from any blockages due to roaming. As requested, I provided his military ID and passports. I was told that was not proof of active military service and they wanted a copy of his deployment orders.

His deployment orders are not releaseable due to "sensitivity of operations," as per his command, which provided a letter confirming his deployment. THEY REJECTED THE LETTER, EVEN THOUGH IT EXPLICITLY EXPLAINED WHY THEY COULD NOT RELEASE HIS DEPLOYMENT ORDERS. Not only are they cutting off communications with family (which they claim they want to "keep families connected"), but THEY ARE CUTTING OFF HIS IMPERATIVE COMMUNICATION WITH HIS TEAM. Fairly certain this would be interfering with a special operations military command.

THEY ARE HARDCORE BLOCKING HIS LINE EVEN WITH THE LETTER FROM HIS COMMAND.

Looking for a carrier who has agents that are informed and competent. Been with T-mobile for 16 years - and 4 previous deployments with no issues.

Why are they doing this now? FED UP and looking for legal recourse for paying for services we are not receiving.