T-Mobile USA
reviews and complaints

They provide a coverage map that shows that I will have an excellent signal in the area of need. I cannot receive phone calls in that area, as they go directly to voicemail. Text messages are delayed from hours to weeks. (seriously) I just wanted to back out of the contract as I cannot use my phone 12 hours of every day. 1 hour on the phone and 3 different people, they hung up on me. I am considering a class action law suit for false advertising. Please let me know if you have experienced a similar situation. There is no wonder why they are rated as they are.

I have tried for months now and nothing has come about it but lies after lies. When imfirst bought the Mytouch 4G slide when it first came out e first week I got it the phone would not turn on. They gave me a temporary phone and would then give me a refurbish phone. I have went through more then 25 replacements of this device. There's a reason why the phones are refurbished because they attempt to fix the issue with the devices. After a few months tmobile executive offered me Mytouch LG upon receiving them for both of my lines they were freezing and acting up. I called immediately and they said there was nothing they can do. They would then send me a letter stating my warranty was cancelled and tmobile does not have to provide a reason why they cancelled it and can cancel at anytime. I'm stuck with 2 phones that don't work paid $500 each and from the first week it wouldn't turn on which I would then asked since the phone was faulty why isn't tmobile giving me a brand new phone in which they said they can't because its not there fault. So I was given refurbished after refurbished when I paid for a brand new phone not a used phone. An executive almost a month ago told me to email him so we can address the complaint and I tried 9 times and never received a response going on a month. I'm paying for service and can't even use my phone. I'm tired of this. I been with tmobile for may years and never had such a hard time fixing issues. I never have signal on either line, phone restarts itself and on my line at least twice a month I have to take SIM card out and put it on an old phone to retrieve all my text messages that I never got. In which now my old Mytouch 4G slide doesn't even turn on so now I don't have ahold device to retrieve text messages when this Mytouch LG stops working. I went to buy phones tmobile asked for $600 why should pay keep dodging out hundreds and hundreds of dollars when tmobile sold me a faulty phone for both my lines to begin with? So much for loyalty

I just wanted to file a complaint about the mistreatment I received from your customer service, my report follows:
I called T-mobile via 611 Saturday afternoon March 2, 2013 around 4:00 PM to have my line disconnected from my the family plan I'm in, before I made the call I checked online to verify that my contract ended on February 28, 2013.

I am not sure but I am under the impression that T-mobile outsourced their customer service to another country and I am also under the impression that they need to make quota because my simple request turned into about a 20 minute conversation of them forcing me to not disconnect my line, up to the point of Chris the telemarketer being sarcastic and rude and threatened me that I'll be charged another month or $50.00. Prior to Chris threatening me, another telemarketer with a thick accent told me, people included in the original family plan MUST open new plans, which does not make sense because all I requested for was to cut 1 line and all 4 lines will be renewed.

I have been a customer for 8 years, and I never deserved to be threatened especially if I know that my contract ended on February 28, 2013 as stated in my online account.

T-mobile needs to fix this, and they should make disconnection of a line as an option online to avoid telemarketers harassing consumers to buy a plan or to stay in contract.

I called again on the same day about half an hour later, and a different person assisted me, the lady helped me and was able to process my request with no issues at all. So I wrote this letter to let T-mobile know of my experience of some telemarketers who are being persuasive up to the point of being disrespectful and sarcastic. I’m not sure if you’ll give much attention to this letter, but after 8 years of being your customer, I just think I don’t deserve the treatment I got from the telemarketer.
Now my family (4 lines) is contemplating on staying with T-mobile, so they are putting a hold on renewing the contract and researching for other services.

I just signed up with the Walmart T-Mobile Family Plan.
I know it is cheap but any kind of service support is non-existent.
The service center which is obviously in another counrty is terrible. The people that I have called have been rude and do not know anything about the service.
What is worse is that the T-mobile web site gives no other options for support, No other number to call - no place to ask a question - no chance to resolve any problems.
As it stands I will have to go to a Walmart and see if anyone there knows anything about their Product

I have been a T-Mobile customer for 10 years. I had an unlimited everything plan for 5 of those 10 years. I have paid all of my bills and have overall been a good, consistent customer.

Although I live 50 miles from their headquarters in Bellevue, Washington my cell coverage was not great in certain areas. I moved to a home that did not have any T-Mobile service at all and so I was forced to switch.

I switched my line over to Verizon two days after my last billing cycle. Now I owe the entire $110 for the month that I used 2 out of 31 days.

Not only do I owe it but I was sent to collections for it. Fast.

Today's business is all about CUSTOMER SERVICE. Especially for long term clients. I feel that after 10 years of service they could have at least sent me a bill in the mail or email. But no... I received calls from collections 3x a day.

It would be nice to get a phone call from someone that actually knew what the situation was. Even though the call center was in Jersey, it might as well have been the Middle East.

Thank you T-Mobile for dinging my credit... I always had good things to say about T-Mobile... but now I'm just frustrated with the way I was treated (like a poor person!) once I had to switch phone providers.

With this kind of customer service I'm definitely not betting on T-Mobile in the stock market - and anyone else who believes that customer service is the future of business shouldn't either.

Sincerely,
Hillary

I called T-Mobile customer service specifically to ask what charges I could expected if I ported (transferred to another carrier) my number. I was told on 9/30/2012 that I would be charged a pro-rated amount based on the number of days I remained with T-Mobile service. I ported on Oct. 12, three days into the billing cycle. Instead of pro-rated charge that I was informed by T-Mobile's own customer representative, they are charging for a full month even though I used 3 days and was informed that the charge would be pro-rated. Had I been informed correctly, I would have made sure I ported before the start of a new billing cycle. I called and talked to two representatives (Jay and Al on different days) to explain the discrepancy and why I did not expect to be charged beyond my 3 days of T-mobile service usage; neither of them could "adjust" the bill and did not offer any other kind of solution whatsoever. I also sent a letter (dated Dec. 8, 2012) to T-Mobile's Customer Care/Billing Department explaining the situation and that I will gladly pay for the 3 days I used T-mobile's service between 10/10/12 - 10/12/12. The last letter I received from them is now threatening that they will resort to a collection agency, which will possibly report this to the credit bureaus. This is not the first time I've received conflicting information/service from T-Mobile. I've remained with them for almost 4 years in spite of it all (not to mention the costly service), and have never been delinquent on any bill. Now they want to harm my credit history and credibility because of less than $50, based on misleading information given by their own reps and an unfair practice (T-Mobile is, in effect, able to pro-rate, which they do if you simply cancel your service instead of transferring to another carrier). This is the last straw with them, like with many other consumers who have complaints against T-Mobile, I will never go back to this company nor recommend it to anyone. By the way, T-Mobile has a D- rating on the Better Business Bureau website (http://www.bbb.org/western-washington/business-reviews/cellular-telephone-service-and-supplies/t-mobile-in-bellevue-wa-27026359) as of 12/26/212; in comparison, AT&T has a B, and Sprint has a B-. Looks like T-Mobile doesn't care much about customer satisfaction and good business practices

I went into T-mobile to see about getting a replacement phone for the one I had which was messing up and I was coming up on the end of my contract so when the loyalty rep was contacted they had offered to pay my next phone bill if I upgraded to the new Samsung Galaxy s3. To do so not only did I pay $250 out of pocket I also had to upgrade my plan to unlimited everything which I would be paying about ten dollars more a month for and renew my contract. When I got my bill I was upset to see that it says I owe 130$ when it was supposed to be paid for. When I went in about it they said they couldn't honor their word. I am very upset with t-mobile, I was blatantly lied to and if I would have known this I never would have upgraded and renewed my contract. I want to make it very clear I have no intention on staying with such a dishonest company and every chance I get I will make sure people know not to trust them.

Since I relocated to Portsmouth, Virginia I have terrible cell phone reception, and texting does not work like it used to. When I lived in Richmond, I had no problems and was a happy T-mobile customer. Once I relocated, my service SUCKED. T-mobile sent me a cell phone signal booster that did not boost anything. I returned it. After several LONG phone calls to the customer service center they told me that they are sorry my service is poor and since we've tried everything to get it working like it should, T-mobile has been letting customers out of their contract when T-mobile cannot provide adequate service. BUT...I have to call another number, and talk to someone else, and send a copy of my DL, a bill, and a letter to an address to be granted a waiver on the termination fee. Once I did all that, T-mobile mailed me a letter pretty much saying Screw You. They will not help me out. I am no longer a happy T-mobile customer and do no recommend that anyone uses their service; especially in Hampton Roads, VA.

I had simple mobile and a friend decided to treat me to phone as gift on November 11 at Tmobile. I was informed that I needed to call the 1800 number to have my current number transferred to new account. i spoke to an indian guy and for some reason he said that the system wouldnt allow. I decided to go to a store in person and went to one closer to my home. I called them the day before to confirm this was possible. i wait for 30 minutes because it is busy just to be informed that i have to go to the store that activated the service. The store of activation is not close to my home which is why i called first and the gentleman never mentioned this. I was pissed and drove back to the Tmobile store 9212 in chicago where account was activated and they took info needed for transfer request. I called to speak to manager this morning just to follow up on status and there wasnt any info from me speaking to young lady in store. He took same info and he said he would follow up. It is almost 3 pm and no follow-up. I called early so that it can be taken care of before it got busy. It shouldnt be this difficult. Honestly if this hadnt been a gift a I would cancel everything and go back to no contract with simple mobile. I have only been a customer for 13 days and i am already disappointed.

This is regarding a serious issue against your customer service rep., working at your T mobile store in Lincolnwood Town Center (2nd floor), Chicago, IL.

I had a problem with my t-mobile number 773-236-****. It was not working and its not working now also. I had called the customer care number on [protected] and I was told to go a t-mobile store, the nearest of which was in Lincolnwood town centre.

When I reached (2nd floor store in the mall) and handed over the phone to the representative, the only Indian looking guy in that kiosk, I don’t know his name, the first thing before he even checks the number is to say that the mobile battery is dead and that’s why the number is not working.

How could tmobile appoint such a person with no knowledge about a phone at their store ? Please keep up the reputation of the store because T mobile is not some small telecommunications company. T mobile is a big established company in the most advanced country in the world.

And then I transfer it to my other mobile and show him the “SIM card registration failed” command.

The next question he asks me : where did I buy this SIM. I say I purchased it online from tmobile.com and the reply to that is if it is bought online, then he cannot do anything. The online purchases work totally different from the store. I tell him but it is still your own company, T-Mobile.

First of all, he should learn how to deal properly with a customer. Such a behavior is never expected from a staff of Tmobile.

This is my complaint against the rep. and not against the company.

Regards,

Ee & T-Mobile charged $1 from my mobile phone without my authorization. It’s not a big sum of money but nevertheless I don’t want to donate my money to scammers. I stopped using this sim card a month ago, so I simply cannot confirm money transfer. I’ll call BBB soon.

I've been a loyal customer for several years and I had wonderful cell service until June 2011 when I moved and service was non-existent. I could not make calls inside my home, use the internet or send a text message. All phone calls had to make while standing outside by the street often in the rain or snow or in the heat. The first time I called I was told they would test the signal and asked me to go inside. I told them the call would drop if I walk inside. I walked in and the call dropped. I went outside so they could call back. This went back and forth several times.

My next phone call I was rudely told T-Mobile doesn't guarantee I will get service inside my home. I have a child that is home alone and I had several instances where he needed to contact me and could not. I got him a phone for this reason so he could reach me in an emergency.

My son has several months with zero usage and my phone usually less than 100 minutes, maybe a 100 text and some internet service. None of these in my house.

I complained a couple time but was treated poorly each time and being told they don't promise service will work. I let it go because I knew I was within my 2 years of the contract and would honor my contract and get out then.

On September 11, 2012 I called to cancel my contract and request information on porting my cell phone numbers to another company because thankfully my contract was up. I spoke with Kevin about porting my number and we talked about how bad the service had been in my home. He proceeded to convince me to let them send me a booster. I declined. He kept telling me give it a chance because if I didn't like it or it didn't work I would send it back within 20 days and the contract was void. More than once I told him I don't want to do this and I was a little upset the reps on all the previous calls treated me poorly and essentially said "read your contract, we don't promise our service will work in certain locations." Everyone was rude until I wanted to go with another company.

He said he understood and apologized for the calls with other people. I told him I want to make 100% sure before I agree to do business with T-mobile again that I can get out of the contract because I am not paying over $125 a month for two phone lines that I can't use at my home. He assured me this would be the case.

He made me go through the phone prompts agreeing to a contract. I assume (or assumed) the rest of our conversation was also recorded?

The next day I got an email saying the booster was canceled I immediately and was told it wouldn't work were I live and will block neighbor's signals. I then called about the booster and they said because I had told Kevin there was a something between the walls separating my town-home and my neighbors when it was actually just walls separating the units. I was locked into another two years of unusable service and wasn't eligible to get the booster.

There is a garage on one side and something between the walls on the other side which is why the booster order was canceled. I'm sorry this probably doesn't make much sense.

After a tearful night and realizing I must be the stupidest person on the planet to get screwed over by T-mobile I got furious. Hopefully they give Kevin a big raise. He earned it.

As I work in a customer service and am appalled at the sleazy way they do business.

Is there anything I can do? I ported my numbers to another company and cannot afford to pay the termination fee and cannot afford to have a big ding on my credit, more important I REFUSE to give them a dime.

I feel tricked and ashamed that I was so dumb to get duped like this.

i file an online application along with an assessment test. the questions were multiple choices as well as true and false, and give the best answer questions. the majority of the answer were correct answers, if they wanted me to lie on the test would have but i took the assessment, and answered to the best of my ability. I have the experience and the integrity to do the job. well to make a long story short they emailed me to say that i wasn't qualified to be excepted and that they found someone else suitable for the position. so if they choose their candidates by the test then that's crazy I have the experience but i am going to file a law suite with T-Mobile, Thanks a lot Prophet John J Taylor

Every time I call T-Mobile for any change in the account the company extented the existen contract (due to the recent changes) in May 29, 2012 I call to change a uer athorization change and I ended with a new web-line. I call and call and they keep giving that: I am in a two years contract that I can not cancel without feed up to $200
there is not enought information in there system so I am stack with web line at two years contract. that I did not call in for or sign for. IT IS ALL DUE TO RECENT CHANGES.

I am a very unsatisfied customer with Tmobile because of inconsistent billing. Each time that myself or my daughter has called to resolve the problem we are constantly promised the issue will be corrected by the next billing cycle. Unfortunately this never happens. This nightmare has been going on for months and we have tried every alternative to calmly resolve this matter with no success. We have contacted managers and supervisors with hopes that someone would be accountable for the constant issues. The latest nightmare is my daughter had her corporate discount applied to our account in April and was told that it wouldn't go into effect until May. Once we received the May bill the discount still had not been applied. My daughter checked into it and was told she was told incorrect information and it will not be applied until June. Of course in June we didn't see the discount again. My daughter and I went into a Tmobile store in July and the clerk apologized for the mix up and stated for all the mix up we only had to pay $121.21, which was paid at that time. The clerk also made sure the discount was applied and promised we would see a lower bill in August. Unfortunately, this was a temporary fix because we received a text message from Tmobile stating we still owed $50.00 more dollars and also on 7/16/12 we had to pay 62.00 because of the discount being applied. Why would we pay more money to receive a discount. Tmobile has done nothing but told lie after lie and I am fed up. Please help to resolve this matter.

Sincerely yours,

Cyleese McCarter

recently my daughter and husband purchased 2 of tmobiles 4g phones my daughter had already had a 3g. three quarters of the time they are unreachable to to no service and have a hard time getting service as well for the internet. one representative who i believe to be in india actually told me we must have moved since we got the phones, this was unbelievable. i told her even on my which is not 3g sometimes i have to go down to the mailbox to get service, she told me well then that is where i should go use my phone at. last week my college daughter had a dead battery what a fear for her for a while without having service. we have been a loyal customers for over 12 years and need some kind of help to get out of contract

dear sir
actualy i dont know the prcess...i won indian money around 8cro 56lac...
they asked for custom charges 25000/...as their..290bp...
am i give them or not ? plese tell me sir otherwise i can be chited...
i give u all the details bellow...
UK ROYAL POST
8 Princes Court Business Park, 11, Wapping
Lane, London. Postcode, E1W 2DA
United Kingdom.

Registration Order Number : CTY/16M1B2/02542
Package Tracking Number : [protected]

Kind Attention:-Barun Sarkar,
Good day to you.This is to inform you that your winning cheque of One Million Great British Pound Sterling's {£1, 000, 000.00} which is equivalent to Eight Crore and Fifty Six Lakh's India Rupees and other covering documents (ATTACHED) has been dispatched by our accredited Diplomatic Delivery Officer (John Wright).
The funds has being packaged and sealed as a demand draft along with your winning documents to show the authenticity and genuineness of the funds.

The delivery officer (JOHN WRIGHT) shall arrive India on the 27TH OF JUNE 2012 at the International Airport in India. DETAILS.

NUMBER OF PACKAGE 1
SERVICE: INTERNATIONAL & OVERNIGHT (DIPLOMATIC DELIVERY).
*DEPARTURE DATE:- 26TH JUNE 2012
*ARRIVAL DATE:- 27TH JUNE 2012
*ARRIVAL TIME:10:15 AM INDIA STANDARD TIME (IST).

On his arrival he shall be contacting you to re-confirm your address and winning details via phone.Upon confirmation of your details You are to pay for Indian custom charges for the clearance of the parcel before it can be release to our representative for delivery (Custom Charge Fees) Two Hundred And Ninety-One Pounds (291.00 GBP) Equivalent in Rupees Twenty Four Thousand Nine Hundred & Fifty Rupees (Rs.24, 950/).

You are to take instructions and directives from him on how to make your payment for clearance to enable him complete the normal Custom Clearance modalities and further obtain an Endorsement from the Reserve Bank of India(RBI) for the international demand draft of One Million Great British Pounds in your name. Diplomat John Wright shall be providing you an account which is accredited and approved by the T-MOBILE UK INC. accounts department for transfer of the required amount{Rs.24, 950/}, required to enable him complete his duties.

Following the financial regulation law of your country India the diplomat shall immediately proceed to the custom & excise department for international funds declaration/clearance & registration (immediately he arrives the International Airport- Terminal in India) during which he shall complete the necessary formalities with the International Monetary fund’s control department and with the Reserve Bank of India (RBI), this will make the draft cash-able in any bank in your country.Please you are to take very good care of our representative for he is a foreigner and do not know anywhere around India.

STATUS OF YOUR DELIVERY.
TO CHECK YOUR DELIVERY STATUS/AIRWAY BILL ON-LINE:
*CLICK ON THE LINK GIVEN : http://www.ukroyalpst.com/etracking
*ENTER THE GIVEN TRACKING NUMBER: [protected]

For more details: Contact of our representative
Name: John Wright.
EMAIL: [protected]@ukroyalpost.com

IMPORTANT: We cannot deduct charges fees from your winnings prize because it has been insured to its full value of amount and enclose as a diplomatic delivery in your favour and been already dispatched. Also, we do not accept Cash On Delivery (C.O.D) as it is strictly against the policy of this Courier Firm as laid down by the Management of this Courier Agency. You must pay on account given to you by the representative.

Please ensure that you co-operate with him and follow his instructions and directives to avoid any delay in handing over your winning d/d to you. The Diplomat (Mr. John Wright) will also assist you to your local Bank and help you en-cash your winning d/d upon delivering your d/d to you .You are once again advised to follow strictly the instructions given to by Diplomat John Wright because he represent the board members and T-Mobile INC & UK ROYAL POST in general. Attached below is a copy of Diplomat John Wright identification for your perusal.

Best Regards.
Glenn Carlton
PHONE NUMBER:+[protected]
Dispatch Officer.
*DENIAL OF APPLICATION:
-------------------------------
Be further advised to maintain the strictest level of confidentiality until the end of proceedings to circumvent problems associated with fraudulent claims. This is part of our precautionary measure to avoid double claim's and unwarranted abuse of this program. Failure to comply with the instructions given to you by our representative (John Wright) shall result in immediate cancellation/withdrawal of your funds remittance, as resolved by the board of directors of the T-MOBILE BOARD INC.
*MANDATORY
-------------------
YOU MUST CONFIRM RECEIPT OF THIS MAIL VIA EMAIL/ PHONE ON THE NUMBER(+[protected]).YOU SHALL ONCE AGAIN SEND US AN EMAIL PROVIDING YOUR REGISTRATION ORDER NUMBER, BATCH NUMBER, WINNING MOBILE NUMBER, ALL ALTERNATE NUMBERS, YOUR CHOICE ADDRESS OF DELIVERY & RE-CONFIRMING YOUR ACCEPTANCE OF THE TERMS OF DELIVERY FOR EFFECTIVE DELIVERY & REMITTANCE AS STIPULATED.

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