T-Mobile USA
reviews and complaints

After many years with att i decided to "switch without a hitch" and ended up in a financial ditch! the initial call i was assured that it was easy as they ported my numbers, which they now deny they did, and also ordered 4 new phones and 2 new tablets under the guise of receiving a payment that would take of early termination fees as well as the payoffs on my devices with att...Boy was i fooled! amazing how i received the tmobile products within 2 days, called and my numbers were ported in a matter of 24 hours but it has been 5 months and tmobile has denied my request 4 times! citing that i had no numbers ported from another carrier- my trade in devices werent received, even though i sent them with t-mobile bill and now they say i can't be reimbursed because my att account is not in good standing! so i was suppose to keep paying att until they decided i was approved for reimbursement and pay tmobile too? flag on the play ! i have been in contact with several tmobile reps and they all recite the same scripted bullcrap;;;;; "i will resolve all your issues today---blah, blah, blah, hold ill transfer you to the correct department, , , , , , , "i will resolved all your issues today- blah blah blah and another hold and transfer! it wasn't this hard to get me switched over but now nobody can assist in getting me reimbursed! worst cell phone decision i ever made! and now my credit will be in the crapper because of an att bill that is on the way to collections! do not make the same mistake! there are many hitches to this switch so dont be fooled thinking they will make it easy or even stand behind the promises made in this campaign! deceitful- untrustworthy- greedy-malicious- concompany

Back in summer of 2013, I switched to T-Mobile from Verizon. Things were good for nearly three weeks before they spontaneously sent me a registered letter claiming I was banned for life from being a T-Mobile customer because of something I posted on Twitter about them. They were clearly making it up, as I don't even have a Twitter account. I informed them that, if someone is posting on Twitter using my name, we're both victims and requested to know where this alleged post was, but they refused to show me, which conclusively proves they just made it up.

They were "nice enough" to give me a week to carry my number to a new provider and forgive the remaining amount owed on my phone. They say, "nice enough." I say their lawyers advised them it would reduce liability. That it would demonstrably illegal if they failed to do so (as opposed to just probably illegal like it is now).

This wasn't because of anything I had done. If they really believed I had done anything, they wouldn't have cut all contact and refused to provide me any evidence that this actually happened. This is just something T-Mobile does to people. If you stay with T-Mobile, they will do it to you too.

T-Mobile just hates customers. They hate money. What T-Mobile wants from you is for you to take your money elsewhere. Should you fail to do so, they'll make up some lie about you and force you to.

Wow, it looks like is a lot of people with the same issues. Anyone willing to team up and sue them? Here is my situation. For months now I have had issues with the phone since had replaced it under warranty exchange. When I got the first exchange the phones were not working properly so in Nov/Dec 2014. I did another replacement. I got the phones back and one of my lines 2227 had something wrong with it, it just over heated and did not turn on, they said it could be a battery issue, paid and got a new battery from them and the phone still did not turn on. 2266 kept dropping calls and would not connect to the net, so that phone got replaced too. We go out replacement phones in the mail, sent the old ones back. Then got a letter in the mail stating that I was being charge Out of Warranty fee. I called to see what the issue was, 1st rep said she could not find anything information. I told her my phone was not damaged when it was sent in, I even have pictures. She told me I understand, wait til the charge post then call back to see what's wrong and have them credit the charge back. I called back after the charge post, the 2nd rep told me I was charged bc the phone was not return. I said that's bs bc both phone were returned the same day at UPS and if I got a letter that means they received it, she then stated she would file a ticket for it and have them research it. No one called back. So I did online chat with them 7/6/16, and they said they have it NOW the charge is for damage charging port and sent me the image of it. My phone was never damaged. I was able to charge my phone just fine on 2266 line. Never had an issue with it, so no way possible that was my phone. They were still trying to claim that it is possible to still charge the phone with a damaged port. NO, NOT IF YOU SEE THIS! Then they tried to tell me well you did report the phone was not turning on, and I said what does that have to do with the 2266 line that I am being charged for. Do you guys even know what your are talking about? So in the end they said I owe them $400! I asked for more pictures or proof, if I am responsible I will gladly pay. He said they cannot reach Repair Center, no way to contact them. I said that is a lie bc if they can contact you I am sure there is a way. I asked what do they do with the phones then and he stated they keep the phones there. But when I talked to the manager today she said when the phones get sent back to Repair Center they get destroyed and parted out to other companies. If there is a dispute the phone should be held for a period of time before doing anything to it. That is destroying evidence, is it not if we have to go to court? But I called Samsung, they said the phone if it does not have water damage they send it back to the carrier as a refurbish phone and they sell them or use as warranty replacement. This company got me messed up what can I do from here? We need to do something. I have been with them 8 years never had a problem replacing phones, until now and they are just saying this is what we have you are stuck with the bill and we can set up payment arrangement. Does this look like a port you can still charge the phone with and use? No, they are not looking at the issue! Does this look like a port you can still use to charge a phone? [protected]@gmail.com Email me!

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.

They are awful. Do not use tmobile. When I switched to t-mobile from sprint. They tell you they will reimburse your for your final bill. We traded in our old phones and they put a credit on our account for the old phones. My final bill from sprint was $962. My submission has been denied twice (Rep at the tmobile store submitted) from tmobile to get my reimbursement. When I finally called customer care now 3 months later, they tell me that I will not get back 962, but the amount that is left from deducting the trade in on our phones... Woah woah woah what?!?!?!?!?!? No one told us that! Now here I am about to be taken to collections from sprint for almost 1000 and I will only get back 4 hundred something. No one told us that! If I would've know that I never would have switched. And what is worse I was on the phone with tmobile for 2 days, 5 different people told me 5 different things and 5 different people to call. In the end, they told me there is nothing they can do about it. Wow! Screw you t-mobile!

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! 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.

T-Mobile will provide pricing information on services but once I make any changes to my account the billing amounts are much higher than previous given. My phone bills have been in the $46 range for an extended period of time. I added $20 of services and my bill increased to $92 per month. After speaking with various reps a specialist & I agreed upon a plan that would be $66 per month but would have more data. I verified each and every charge with the rep regarding the $66 phone bill. The next day I had to called back to find out why I no longer had Internet & Email services. That problem was easily fixed. Everything seemed OK until I saw my statement. Now that expected $66 bill is $92. Upon calling I am informed that my corporate discount in only available on the broad band device and no longer valid on the phone services, unlike our previous discussion. This means the discount is only on the $10 device and not on the device & phone plan as promised. Yet my sister has the same corporate discount on her statement and it's the same plan. Remember that I added $20 of services to a $46 plan and yet I'm the only one that expect my statements to be in the $66 range. I brought over all of my family to T-Mobile and am extremely disappoint with them regarding this. I've been with T-Mobile since 2002 and every single time I update a phone my account gets screwed up. I'm not alone - same thing with a couple of co-workers. The only reason I brought a new phone is that my old phone broke. I brought an low budget phone because I'm on a fixed modest income. I will be checking into my options with other cell services providers as well as calling T-Mobile regularly to verify the mystery billing surprise of the month. A big thumps down to T-Mobile!

I have been a loyal customer to T-Mobile for many years. I am so DISSAPOINTED with my recent experience in upgrading my phone. I called customer service to see when it would be best to do an upgrade (my plan was to get information and wait a few months). The rep told me that my plan allowed for an upgrade at any time, and informed me that if I placed the order, I would receive a credit for my i-phone 5 of approximately $400. towards the purchase of the i-phone 6+ which was a little over $600. I was informed that the credit would be given as soon as the phone was returned. First, they sent the device to the wrong address, then sent the wrong type of phone, then told me the phone was on back order. After waiting almost 3 months, I finally got the phone I had ordered. I returned the i-phone 5 per the instructions I was given, 3 months later, I am still being billed for both phones, and am now told that I am not eligible for the program I was quoted and the credit is only $58.00! The overbilling was simply overlooked. I spoke to several reps and all I get is a threat to discontinue my service. I'm done with T-Mobile!

so I have been a member of Tmobile phone service for about a year now and it has been rough. I would not recommend this service to anyone. All they do is try and rip you off and screw you over with your bill. I unfortunately had my ex on my phone plan and was paying about $200 a month fro two phone plans with unlimited talk, text, web and data. Once he was taken off my bill should have come down remarkably. WRONG! it is now sitting at $240. I had previously talked to a representative who didn't understand my frustration and kept telling me that I have had two plans on my phone that were active. how the hell does that make any sense. Why would I want two phone plans on one phone. Ever since I have signed with them in their contract, they have just screwed the bill up every month and ive had to get on the phone with them to fix it before paying it.

T-Mobile took two payments from my account! I paid them and then two days later, they took another FULL payment, receiving in total $408! To add insult to injury, when I called them about it, I was put on hold so many times, that my call dropped (yeah, their service is unreliable too). Because of all of he problems, the first time I tried to deal with this issue, it took no less than three customer service agents to help me. They didn't help me, btw. Also, the agents were snotty and rude. You'd think they would be more understanding about my being upset since it took three calls to reach them to handle THEIR mess up. Sorry T-Mobile that I was upset...apparently you taking another $200+ from my account and treating me like crap was supposed to make me happy?
THEN, when the money was not refunded to me when promised, I called back, talked to a not as snotty customer service rep who then told me that I wouldn't even be able to REQUEST the refund until 10 business days after the date the payment was PROCESSED. And then it would take another 3-5 business days to get the refund. At that point, my next payment would be due and what's the point? The final rep I spoke with told me that this is their policy, and then she apologized that no other rep looked at let alone told me the real policy the first three times I talked to them. Further, she also admitted that the 2nd payment being taken out was indeed their issue, but that didn't change anything for my situation. Their service is crap, their phones are crap, most of the people working their stores are rude and not helpful at all. One of the biggest mistakes EVER was to go with them. And I still have one more year on my contract! What recourse do I have?

T-Mobile sent me a replacement phone we sent it back and they have been charging me for it the whole time. while T-Mobile service is good I would not recommend buying phones from them .and never do bussness over the phone with them.. warranties are a joke if you are replacing a phone under warranty be careful they will replace it and charge you full price for it and if you send it back they will keep charging you for that phone and say they never received it. document every thing you do with them keep records and if you send a phone back have tracking put on it so you have pr00f they received it that's why they send you a box to send it back in so you cant track it. they will rip you off. your better off going to the store to deal with problems and get paperwork.

I checked my account recently and found out that the company Orange T-Mobile took some fake charge from me. I haven’t bought from them or signed up for something. I called to this company and the rep told me that I signed up for them and paid money for the membership. It was lie and I haven’t done it, but I have no proof and no idea what to do now. I wonder if there are people, who faced the same problem? I really need help or any useful advice. Please, post your comments and ideas. Thanks.

I bought my first Google phone, Nexus 5 from T Mobile on 6/15/2014. Shortly after, I found the phone has some issues. (E.g. I am unable to answer incoming calls. The screen simply doesn’t come to life. The phone keeps ringing, but can’t answer it. The LED notification light can’t seem to be function properly. Pulse notification light is checked in settings. Sometimes it doesn’t light at all when an email or text is received or even when it’s plugged in charging. The other problem is not able to send picture texts. It works sometimes and other times it doesn’t.) None of the issues mentioned above is my expectation from a brand new phone that I purchased only for a couple of months since I started making complaints to T Mobile on August.

I went back to the store for a couple of times. On 8/26/2014, I finally got in touch with the store manager, Jocelyn Ruiz Pacific Common mall (Store location: 43813 Pacific Commons Blvd., Fremont, CA 94538) and asked her for help. She said T Mobile would send me a replacement since I am still under the manufacture exchange warranty. Then the replacement order was processed on 8/27/2014. After receiving the phone on 9/3/2014, I noticed the phone is a refurbished phone. I’d expected to get a new phone exchange for a brand new phone, which I purchased it and used it for only a couple of months. The phone was paid in full. I called T Mobile customer service and spoke with the rep as well as the manager and made a complaint about that. But the customer service manager told me that I have 14 days to change my mind if I don’t like the phone to receive a refund or to exchange for another device from the date I made my purchase. The 14 days period is long pass and they only send out refurbish phone for a replacement. I told the manager that it has nothing to do if I have changed my mind. This phone is simply malfunction and this is a recent purchase about a couple of months ago. I bought a full price for a brand new phone, not a refurbish phone. I would like either a refund or exchange a new phone. Of course, there’s no solution at the end.

On 9/5/2014, I went back to the store after work and spoke with a black sales lady at the store in T Mobile (the same store at Pacific Common Mall in Fremont, I forgot to get her name). She said she couldn’t help me with that. However, she suggested that I speak with LG manufacture directly or asked for extension to test out the replacement phone because I have only 7 days to return the phone in the exchange period. I took her advice and called LG manufacture directly.

On 9/8/2014, I called and spoke with the T Mobile customer service to get extension on returning the phone. so at least I will not end up have no phone to use. On the same week, I went back to T Mobile and spoke with the store manager Jocelyn again and asked if she could help me to resolve this problem. I asked her if she could either give me a store credit for it or please exchange me a new phone. She told me there’s nothing else she can do for me and suggested that I should call Google directly.

The following week, I called LG manufacture directly. LG customer service told me that I would have to go through T mobile if the phone was purchased from T Mobile. They are unable to help me or send me a new replacement. At last, I called Google and Google customer rep told me pretty much the same thing.

At this point, I am experiencing of being bounced back and forth from one company to another. No one wants to take responsibility of selling me a malfunction phone. A good reputable firm should stand behind its product.

This is totally unfair to a consumer who purchased and paid for a full price to get a brand new phone which I only used it for a couple of months, and then end up having a refurbish phone for an exchange replacement. If that is the case, I should have purchased a refurbish phone instead of paying a full price of getting a new phone from the start.

Mid October, 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 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.

In summary; a word of warning. I would avoid T-Mobile as a phone service company. The obviously deal in unfair business practices as a routine course of business.

went to T Mobile to connect my phone they connected my phone but after 3 days it stopped working so I took it back to T Mobile and they told me that they they did something that they couldn't fix it so and they lock my phone and now I have to go back again and they couldn't get it going so I cancel my Service and told me they were going to get my money. that was back on May up 2014 kn November 2014 and I haven't received my money back I have tried to talk to people off of different people & T Mobile but they could not

I was sold a protection plan I was planned to used it today since my phone broke but when I called the T Mobile rep told me I had to pay a deductible but when I bough the phone and offered the protection plan they never stated that will be a deductible . This is what it shows in my T Mobile page "Premium Handset Protection--For complete piece of mind, protect your handset from loss, theft, accidental damage, and mechanical or electrical breakdown and enjoy fast delivery of replacement devices". and now they are saying I have a deductible but where does it say that in the message.

T-mobile is the worst experience I've had in a wireless carrier, they rob you blind by charging you more money then you agreed in your contract and they rob you blindly every month with 20$ restoration fee. Plus they have the worst customer service ever, they are rude, arrogant, and will hang up on you multiple times.
And they have been robbing me blind each month with bogus charges and service fees, I feel like this has been happening for too long to too many people and it need to stop.
WORST WIRELESS CARRIER/ CUSTUMER SERVICE