T-Mobile USA’s earns a 2.0-star rating from 4 reviews and 710 complaints, showing that the majority of mobile service users are somewhat dissatisfied with their network coverage and customer service.
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dishonest loyalty rep.
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
early cancellation because of bad service
Hi my name is Fabienne Pericles, I brought a phone from one of T-MOBILE store on 10/12/2012, the SAM T999 GALAXY S III 16GB BLUE KIT that I cannot used, because the phone line keep getting cancel without any notice, I do not know when the phone is going to cut off, I could be anywhere with the phone and before you know the phone line just cut off, what if I...
Read full review of T-Mobile USAcustomer service
Below is my complaint/cancellation letter that describes the events:
Dear T-Mobile Customer Care,
I am writing this letter today to tell you goodbye and just how much I won't miss you.
I wasn't sure to whom I should address this letter as you don't actually have a Customer Care department listed anywhere on your website? Quite fitting as the contents of my farewell are to share my story and the lack of customer care that was given to me over the last ten years.
Next Tuesday, December 4th, I am within my six-month contract cancellation period and the termination fee will decrease to $100. As of this date I will no longer be a T-Mobile customer and look forward to selecting a new carrier.
As you read this, I encourage you to please review my account details as they surely will corrobate the details the events described below. If you have access to my recorded calls, you will also find them quite touching as several resulted in tears, raised voices and much to my own shock and embarrasment, I even swore on a few occasions (which I never do over the telephone). I am a really nice person. Really nice, ask anyone. I would like to apologize in advance if I sound impolite or even rude; as I write this I find my frustration and past anger rekindled.
It all started when I upgraded to a Windows 7 phone in order to have USB internet tethering while meeting with clients out in the field. Both in the store and over the telephone I was assured that this phone was capable of providing this feature. Upon arrival of the phone and after several escalations in customer service, I was finally told by a senior technican that this phone did not in fact have USB tethering. They recommended the HTC G2 and that it would be simple enough to return the old one and get a refund. So I was misinformed and slightly irritated, but it happens. I mailed the phone back at a local USPS facility (in person at the counter) and happily went about my way with the new phone anticipating a refund within the next few weeks.
Dozens of phone calls later (these are the fun calls which again I encourage you to listen to), I was told multiple times that the phone was received and we were just waiting for the refund to post to my account, which I do understand takes several days at the discretion of the bank. Oh yay! It finally “posted” (Yes, please interpret those as sarcastic apostrophes) but Bank of America lost it (Does that happen often? Didn't think so). So I called the bank and the refund was never initiated. I called T-Mobile back again and again, forms were filed with vague yet important sounding departments and surprise... nothing ever happened. Exhasperated, I called one final time and was informed that the phone was NEVER RECEIVED BY THE RETURN DEPARTMENT. I asked for permission to please terminate my account with no penalty, however my request was declined.
I have to ask you...can you honestly tell me that this is good customer service and that my situation was handled correctly?
So, the next bit of the story is a little Jerry Springer and I apologize for this, however it is relevant to the story. I would like to think that most of us have a bit of Jerry Springer in our lives, as carefully disguised as it may be. Around this time I was under marital distress and discovered that my now-ex was calling everyone in my phone records, which included friends, colleagues and vendors. It was incredibly embarrassing and I was concerned for my emotional well-being, professional reputation and safety. I called T-Mobile and informed them what was happening. Since I was on a shared account I was unable to leave and go to another carrier without incurring the $250 cancellation fee (which was at its highest since I'd just upgraded to the new phone). My only option was to sign another two-year agreement, which I unhappily agreed to. There were no other options and it needed to be done as quickly as possible. I was also informed that my pending customer care issue on the other account would most likely be closed as I would no longer be on the old account. At this point I had invested so much time and energy that it was no longer worth pursuing.
Some months later, the new phone starts freezing and I used my insurance to replace the phone. I received the new phone, however I was tardy in returning the back piece (I'm sorry, I don't know what the piece is called), so I was charged $400 or $450. I was told that even if I mailed it back, it would be rejected. I assume complete responsibility for sending it back late, however I feel that $450 for a phone part is quite excessive. And why would it be rejected? Yes, it was two weeks late but you REALLY won't take it back? I paid the $450 and again went on my way.
Fast forward to August, perhaps early September and the phone is freezing again and now randomly turning off. I will admit that it has a small crack in the corner (falling from my bed approximately 1 foot onto a Pergo floor). It just hit that sweet spot in the corner which I hear is a common break point for a lot of phones? The battery cover also will not stay on (not as a result of my own mishandling) so it's taped up with scotch tape. This is one classy looking phone. Since the phone freezes and will not turn off or back on at times, I have to take the battery out which is why I have resorted to scotch tape (you know, for easy access and re-taping). I called T-Mobile and unfortunately I no longer have phone insurance and if I would like a new phone I can upgrade and sign a new two year agreement. The crack in the corner excludes me from using any kind of warranty. Of course. Also, I am curious if you've heard of similar issues with this phone?
So here were are, three days until my cancellation fee decreases to $100. I was initially going to try to wait this out until June, but fate sure has a funny (and ironic) way of intervening at times. Completely out of the blue I was given a Visa gift card as a thank you for referring business to someone, which I now fully intend to use to cancel my service with you.
To your credit, you have excellent Customer Service Representatives. Each of them were extremely helpful and courteous, but it seems that no one ever had the power to fix as situation themselves. There was always someone else that needed to “look into it” and call me back. It just never happened. I can't imagine how your staff does this day after day. You must have some serious incentives to keep your CSRs even mildly happy.
I manage a Customer Service Department (I have been with the company 12 years now) and these are the types of situations that I use as “customer service nightmare” training for our staff. How did this happen? Would we EVER be okay with one our customers feeling this way about us? Absolutely not. What's our philosophy? Do the right thing. Always.
T-Mobile resorts to policy, not people. (Again let me reinforce this point with the example that you don't have a Customer Care Department listed on your website).
I felt it only fair to at least offer some solid feedback on why a loyal and long-term customer of yours is leaving. Also, it's lame that I have to mail a complaint. Please make it easier for your customers to communicate with you.
Best of luck,
C.R.
The complaint has been investigated and resolved to the customer’s satisfaction.
We purchased 2 Samsung phones from Tmobile. Virtual reality goggles were offered as a promotion.it has been four months and they continue to tell us that they are out of stock.
I do understand the ridiculous reputation that T-Mobile has amongst cell phone users. I dumped them as a provider as quickly as possible. This reputation as being an incompetent, worthless cell phone provider does not give the unfortunate individuals, most of whom would be fired within a week by a reputable company, the right to treat their customers like dirt. Unfortunately, my son is covered under an existing family member's plan. He was having problems with his phone overheating and not providing any service at all. Understand that this was a $900.00 phone. The two losers that were working in the store that day attempted to make him feel like dirt. He was berated by this stupid monkey of a clerk for having a so called "older phone" which in fact was only two years old. He was ignored by these so called customer service agents both of whom simply treated him as if he weren't even there. Instead of offering advice or service of any kind they told him to go down the street to a cell repair store. My son is a college educated individual with a degree in communications. He would fire both of these losers if they exhibited that behavior on the job. I will be following up with their manager and their manager's manager. We cannot afford to continue to accept poor customer service in any industry. We must send a message to these monkeys that we can and will give our hard earned money to those companies that deserve our business.
My cell (LG G4) stopped working on 7/31/2015 (No cell service). I had just purchased the phone at the end of the prior month. I went to the nearest T-Mobile office. They examined the phone and determined that I needed a new one. When I bought the phone, they gave it me right in the store, but now that I needed a replacement (within a few weeks), they couldn't do that. They put in an order for me to have a new one overnighted to me (so they said). Well, it is now August 4, and I still don't have a replacement phone, despite 2 calls to customer service. The first call, the rep told me that he didn't see an overnight request and there should have been one because it was early enough in the day for me to get it overnight. The second rep when I called again on Monday, told me that because I turned the phone in on a Friday, there was no way I'd get an overnight replacement. It is now 4 days later (at 6:30 pm) and I still have no replacement and no indications that I'll have one soon. Fortunately I can make calls on my desktop, but it's inconvenient because it's in a room that I am not usually in and I can't make or receive calls when I'm not home of course. When I bought the phone, they gave me one at the store but they refuse to do that now when I need a replacement, even though it's only been a few weeks since I bought it. This is lousy customer service.l
Once again the arrogance of one of America's huge corportations leaves me more than just digusted, I am furious. I have had an account with T-Mobile for years...my payment record with them is flawless. Although the account is still in my name (I am a 56 year old Army Lt. Colonel), my son has used this particular phone for the past few years. My son is now in the US Army and deployed with the 101 AB Div to Iraq early this month. Before he left he called T-Mobile to advise them that he was being deployed. T-Mobile told him there would be no problem putting a military hold on the account for the next 15 months (I understand the maximum hold is 18 months and is available to customers for reasons not nearly as pressing as deployment to war); and for him to simply call in the day he deployed to put the account on hold. I was with my son the day he deployed from Fort Campell. The pace was hectic as the unit held its accountability formation for personnel and equipment. When the formation was finished the unit was immediately moved to a holding point where it would meet its first transportation. My son was unable to make the call to T-Moblie and as he marched off to war handed me the phone and asked me to call T-Mobile for him. No problem, right? After all the account is and always has been in my name. The first customer service representative I spoke to acknowledged that their notes indicated that my son had called to discuss his deployment and the account. However, because I did not know some magical one-word password they refused to help with my request. I asked to speak to a supervisor who more forcefully informed me that despite the fact that I might know the billing address, credit card number used to pay the bill, my social security number and any other information that might be in my file, because I did not know the "password" they would not honor my request. The only option is to visit a T-Mobile store and "prove my identity." When I tried to point how illogical their refusal to put into effect an arrangement already discussed the supervisor moved into the mode that is now all too familiar to anyone who has ever dealt with "customer service supervisors" and that is to talk over anything I tried to say, speak faster and louder than I the customer. I am sure she went home feeling that she had done a hell of a job and that she now has another story to tell about an abusive customer. I will visit a T-Mobile store, but it will be to close this account and I will do everything in my power to direct my acquainances to use any cell phone provider other than T-Mobile.
OK, today I have a rant - about T-Mobile. We had switched from AT&T to T-Mobile because everyone said that their customer service was fabulous, and to be quite frank, I have always found AT&T to be lacking in that area. So we switched. But then we discovered that T-Mobile has drop zones less than ten miles from our house, so we were losing calls. After one very important call that my husband was on was dropped we decided to stitch back to AT&T because it was just terrible. According to the contract, if you are dissatisfied with service then you can drop your contract.
We moved our numbers back to AT&T only to get a bill from T-Mobile telling us we owe them $200. We called them and spoke to Steve who basically let us know that because we are showing coverage at our house - which is where our phone is registered that we can't drop without a fee. He just keeps repeating this, even after confirming that where my husband actually works they don't have good service. He keeps trying to end the call saying that we have to pay it and that is that, as my husband keeps asking to speak to a supervisor. He finally gets some woman on the phone who says she is not going to take off the charges. Because we have coverage at our house we can't cancel for not having coverage.
We state that the reason you get a cell phone is so that you can leave your house, otherwise all we would need is a home phone! They could not have cared less. I am so sorry I ever switched to T-Mobile - very disappointing service - terrible customer relations. So, do me a favor and tell all your friends so that they don't get ripped off by them as well.
I am absolutely disappointed with T-mobile. There is a Shannon (I.D. # 124589) at T-mobile customer service who has been treating customers like DIRT, and accusing customers of being rude and insulting without bases. I heard about her two years ago, and, in fact, a year ago I was there when someone I know had the misfortune of having to speak with her. I had the misfortune of speaking with such a bombastic ### today. Shannon, who is supposedly in customer service, interrogated me on things that she assumed to be the issues of my call, instead of asking for the reason. She also uses nasal tone a lot, and was mean and rude. I remember one argument my friend had with her was about her attitude and professionalism. I now can sympathize with my friend, Shannon does have a rotten attitude and does like to argue with customers. It's a shame that CSR were trained to or allowed to argue with customers, or accuse customers of doing something they did not do.
I had enough of T-mobile customer service people talking to customers in nasal tone. It is rude and unprofessional. And I had enough of T-mobile customer service people's smart alec way of handling and abusing customers. I dreaded ever to have to call T-mobile, but sometimes the need is there. Most of the T-mobile CSR I talked to are in Philippines, and there is generally a communication problem. These people don't listen. You ask them question A, and they answer question %. It seems like they are disseminating standard answers from a handbook. The girl I talked to today made me repeat everything I said several times and still cannot find the correct standard answers from her handbook, but when I asked her to repeat her answer, she would huff & puff about it. So I got really upset and asked to be transferred to someone in the U.S. My call was transferred to Shannon. She was a joke, to be called a CSR.
There was many dead silence from Shannon. Some people mistake rudeness as professionalism, and it is my opinion that I have just talked to someone like that at T-mobile. I don't have the obligation to teach these people how to work properly as a CSR, but T-mobile does. I for one would consider to close my regular wireless service and all my prepaid services with T-mobile when the new guy comes to town (hopefully next year).
I am very upset with my cell phone provider T-Mobile. I am their customer for over 5 years and I have family plan of 5 phones under my name. I have always paid my bills on time, not even once late with payment. I don't know what I did wrong that they would provide me with such a horrible customer service.
Everything began with me deciding to upgrade my plan because I was eligible for a full discount upgrade and because my old phone broke down on me. I came to the T-Mobile store in Oceanside, CA in hopes to find some good phone to replace my old phone. Half of the phones they had on display were not in stock. First of all what a horrible inventory management! Well, I had to have a phone right away, so I just picked aT-Mobile Tap, not because I liked it but because they had nothing to choose from and I needed phone as soon as possible. So, I bought phone for $100 ($50 after rebate) - that's price after full discount. I was told that if I don't like the phone, I can bring it back and return with no problem within 30 days after the purchase but pay $10 restocking fee. Not fair already but ok, $10 is not that big of a deal even though no other store I've been to have ever charged me for returning some purchase.
So, time passed by and I realize that this phone is a crappy phone and I don't like it. I came back to the same T-Mobile store to see if they had any phones I liked in stock. This time it seemed like they had even less phones to choose from and what they had on display was not what they actually had in stock. I went to a different location of T-Mobile store, same story here - half of the phones are out of stock. What's up with that? Is T-Mobile is going out of business altogether? Or they just can't find thinking people to work for them? Anyways, after another unsuccessful search I decided to check out Fry's and Wal-Mart to see if they might have some phones I liked. I was so surprised to find out that Fry's had the phone I liked - Samsung Highlight for only $30 without any rebate, while it is $70 in T-Mobile stores after rebate of $50 with 2-year contract, so you have to pay $120 upfront. And in Wal-Mart this same phone was absolutely free with 2-year contract! So, I decided to return my phone I initially got from T-Mobile store. I returned it several days before the 30th day. I was told that it would take 24 to 48 hours for my return to update in the system. So, I patiently waited for 2 days and then came to Wal-Mart to buy the phone I liked for $120 cheaper than in T-Mobile store. I was very unpleasantly surprised that in the system it showed that I was not eligible for upgrade because I already did my upgrade just recently. Ok, I decided to wait couple more days to make sure that T-Mobile system will upgrade to show that I returned phone and upgrade was reversed. 6 days later I come to Wal-Mart again just to hear the same story! Wal-Mart representative called to T-Mobile customer service, of course had to wait for so long before she could talk to the real person. I was shocked to hear their statement that I never returned the phone I bought and that I am not eligible for an upgrade! After I insisted that I did return it 6 days ago, they called the store I returned phone to and verified that I truly returned phone. That store simply forgot to update it in the system! Well, I thought that I'm done with all these troubles and will be able to buy phone I wanted. NO WAY! They said that even though I returned the phone I was not eligible for the upgrade! I am telling T-Mobile representative that upgrade was reversed! Why can't I buy the phone now? And he replies that they can't go back in time and reverse it. Man! That's exactly what I was told, that if I return the phone the upgrade will be reversed but now I am told that it can't be done, that I am stock for another 2 years of contract even though I don't have any phone at all! Just horrible. I spent so many hours of waiting, going to different stores in attempt to find what I want, so much time and nerves wasted and at the end I don't have a phone, I have a 2 year contract to pay for and if I want to get out of contract I have to pay $200 per line, that's $1, 000 for 5 lines. Insane! Just horrible, I am a very disappointed customer of T-Mobile, Would never suggest anyone to become their customer!
I've been with t-mobile for 13 years now and never received an upgrade. I bought one new phone from t-mobile only because I wasn't aware that I could get an upgrade (it was convienently not mentioned by the sales rep). Well my razor phone that I have had for 3 years will no longer let me hear phone calls unless it is on speaker phone. The screen is completely blank and it will only charge half the time I plug it in. I made t-mobile aware of my issues and they tried to give me an "upgrade". HA. My monthly bill went from $75 to $120 after the upgrade. When I asked if they had a free phone to upgrade to, the t-mobile employee explained that even the FREE phones have upgrade fees! WHAT! So a FREE phone was going to cost me around $40 (which had to be paid before I left the store, they wouldn't even tack it onto my bill) So you're wondering why I didn't use my insurance to replace my phone? Here's the kicker...my cell phone insurance didn't cover my cell phone! That's right, the insurance that I have been paying for for the past three years, the insurance that t-mobile set me up, did not cover the phone they sold me. My phone has no water damage, no dents or scratches, it just simply does not work. This is how t-mobile has decided to reward my loyalty of 13 years... No refund of insurance money, No free upgraded phone, No discounted phone. Needless to say I will be switching carriers asap.
Within hours of having my new phone it was actually shut off all ready. I called the customer service and was promptly transferred to India, a very unpleasant surprise. I tried to explain to them what had happened, communication was rather difficult...even when they could understand they had no idea what to do. They kept telling me that I haven't paid my bill and my phone was shut off for this reason. I explained to them I just received the phone that day and how could it possibly be a late payment when I've never had a bill yet, which to most people is pretty self explanatory. To make a long story short somehow they lost my credit card payment even though when I check my credit card statement it's been paid and I got a confirmation number and received the phone. It obviously was paid... But trying to explain such a simple thing was much harder than I anticipated not only the complete lack of communication but the complete incompetence of the department, no one knew how to do anything I was put on hold numerous times and hung up on. I actually haven't written down all the times they have shut it off, because I keep thinking there sure to see the problem? I call them up and have to explain the same thing again, over and over...day after day. I have been told numerous times that I have to send a copy of the credit card statement to them, which I have. In fact 4 times The third time I faxed it, I even called right back and asked them to go to the fax machine and confirm they got, they said they had received it and they would contact me and 3 to 4 days. Well I never head anything from then again so I called back, and I got the same story “They never received the statement... please fax it to them and they will get back to me in 3 to 4 days?” Now the phone's been off since April 26... I've called and called numerous times with the same results every time... How is it my fault if your company lost my payment, I made it... you received it and lost it.
Phone is still off, has been for the last ten days.
Tmobile telephone customer service agent # [protected] Allen has nasty attitude problem. He is also unprofessional and very rude. I wonder why his manager don't monitor his phone calls. Because if the management did, he would be fired within week.
terrible service in hampton roads
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.
The complaint has been investigated and resolved to the customer’s satisfaction.
poor service
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.
ROBERT DOTSON
12920 SE 38th Street.
Bellevue, WA 98006
RE: Poor Customer Service
Dear Mr. Dotson
I first would like to say that I have been a T-Mobile customer since 2004, and up until last year I was satisfied with your service. There have been a few representatives like Theodore; whom I spoke with on Monday January 4th, which exemplifies excellence; but he is an exception. However, since that time I have several complaints about accurate information, rude representatives, and inefficient customer care. I have listed a brief summary of some of my complaints.
1. I was told I was eligible for a full upgrade for line # [protected] by two T-mobile representatives, only to be embarrassed at the store by yet another one of your representatives in customer care that politely informed the sales agent I misunderstood and there were no notes collaborating my story!
2. After holding for over for over 30 minutes I was disconnected by your representatives.
3. I WAS NOT INFORMED THE CORRECT ADDRESS TO MAIL MY HEADSET BACK!
4. I was told wrong information about the time frame I have to return the phone.
5. From January until May of 2009 I was charged for a phone that I returned. Each time I asked someone to look into why my bill was so high; each representative changed their story.
6. I was told I would receive a call back in 72 hours however no one called me. I called back a week letter and waited another 40 minutes to speak to a representative. Nicole confirmed that your recycling center received the phone but could not tell me when I would receive credit for returning the phone. I asked to speak to her supervisor and of course no supervisor was available. So again I was told I would receive a call back from Hanz within one hour. However, staying true to T-mobile fashion, no one called me back.
7. A complete lack of general knowledge for your products and services.
8. My husband is in the US Navy on Sea Duty and is out to sea. I wanted his line temporarily suspended while he is on the ship but I was told your company can’t suspend a line for personal reasons. This is not personal. He is over seas and will not be using his phone. He will be on a ship and CAN NOT USE his phone until April.
On December 17th I called customer care to ask whether I was eligible for an upgrade. After holding for 47 minutes I spoke to a representative name Jana she informed me I was eligible for an upgrade and other wrong information. After I disconnected I went to an authorized dealer location to purchase a headset that was cheaper than T-mobile offered; only to be embarrassed! The dealer had the T-mobile representative on speaker and he said “your customer maybe confused, I have no notes showing anyone gave her that information.” This of course infuriated me to escalate to the call to a manager named Humberto. He assured me that he would document our conversation, but there still seemed to be a discrepancy versus what he quoted me and what the other customer service care representatives. I spoke to Paul customer number 3119545 who informed me about my bill being so high. He said it was due to my upgrade. I informed him that I spoke to Humberto who informed me that he would approve an upgrade for my line [protected], the phone would cost $199.00 and I could pay for the phone in installments (1st installment being the most $75.00). Paul stated this was wrong and I would have to pay $141.00 for my first installment. I immediately asked to speak to the same supervisor to address this new amount Paul stated. Unfortunately without any concern and complete lack of empathy Paul stated” the supervisor I spoke too was at another site and he could not connect me to a different site.” He also stated there were a lot of calls in queue and he could not connect me to a supervisor. I asked him for an email address or a name of a supervisor he also stated he could not give me that information. He said the name of the head of your call center is “RED”. To add insult to injury I decided to chat with one of your representatives that also failed to give me correct information and I’m suffering for her mistake. I have included the chat transcripts for your review as well. I informed the representative that I wanted to return the phone, at that time she should have provided me with the correct address to return the merchandise. I returned the merchandise to PO BOX 9998 Bristol VA, on December 31st. I called customer care to verify if they had received the phone back and the representative that I spoke to Bianca, stated I returned the headset to the wrong address and she would have to put a search out for it! Just when I believe T-Mobile could not get any worse, this happens. Bianca stated that I would be charged an early termination fee and she could not give me any further information for at least 72hours. No one called me back in 72 hours or at all. I called back on January 11th and spoke to Nicole; she did not see any notes about someone calling me back and started to ask me more questions. This of course angered me but given T-mobile history did not surprise me. I told her I was waiting on a return call to resolve this problem and asked to speak to a supervisor. Of course we all know what is coming next, all the supervisors are busy! She advised her supervisor’s name is Hanz and he would be returning my call in an hour, but, no one ever called me back.
Perhaps I’m asking too much for someone at your call centers to take proper notes, have thorough knowledge of products and services and be able to communicate effectively.
Please research the last twelve months on my account. Please take time to read all of the notes and the errors that have been made by your representatives providing poor inaccurate service. If I call your customer care I wait on hold for a minimum of 20 minutes; only to get wrong information from your staff. Every time I speak to a supervisor it is always the same story about their staff not giving me the correct information. When is someone in your organization going to accept accountability and provide correct, efficient and quality service?
Every other month I call because my bill is hundreds of dollars more than it should be and after several hours of me fighting tooth and nail someone corrects my bill. This activity is almost criminal, what if I would have just paid my bill without asking any questions. T-Mobile would have taken my money without any problems! I have not always made my payment on time; but seven out ten times it’s because the billed amount is wrong, yet I still made the payment. I’m not asking for anyone to give me anything I do not deserve; simply treat me with respect and courtesy. I have worked in a call center for over 12 years and I feel that I’m a resolution escalation expert; I would never treat a customer or allow my team to mistreat a customer the way T-mobile staff as treated me.
There are a lot of cell phone companies that offer the same products and services with basically the same pricing; the only thing that separates them is their service and trade name. Well you have finally lost this customer. I will be sending back my phone, which nullifies extending my contract agreement. The economy is horrible and money is tight, why should I give my money to a company that treats me like I’m worthless and nothing. I can not emphasize enough how discouraged, disgusted and enraged I feel with your companies lack of knowledgeable representatives and poor customer service. Simply give me the correct information the first time. Your procedure and policy should not change based on the individual your speaking with.
I have invested thousands dollars in payments in the last year and I can not even speak to a competent staff member including management? Thank you for showing this consumer just how much your company does not care.
With Regards,
Katrina Matthews
tmobile : serious complaint against your customer service representative at lincolnwood town centre
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,
The complaint has been investigated and resolved to the customer’s satisfaction.
i had a similar problem . Same place different person . It was the store retail manager Jodi . After being told by the customer care representative (611 nr ) that the issue ( phone exchange ) could be done in the store, they didn't know how the whole process works and i had to leave and get help from a different store.
What a waste of time!
charged $1 from my mobile phone
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.
unethical and dishonest company contract issue
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.
discriminiation and for putting me through all that bs
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
The complaint has been investigated and resolved to the customer’s satisfaction.
contracts extentions
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.
incorrect billing
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
The complaint has been investigated and resolved to the customer’s satisfaction.
I've had very inconsistant billing with T-Mobile. Trying to get it fixed is near impossible. What they tell you in the store is always different from what they tell you when you call customer service. I can't wait to get rid of them. My bills have ranged from $75 (where I was told they would be originally) to over $100 (where they have been on average.) I'm not going over any data usage on my plan. They just throw in random fees and occasionally overcharge "by mistake." I don't believe anything they tell me anymore. They can't even keep track of how much I paid them. I paid just under $100 last month (which is what I owed at the tine) and they credited me as paying them $250 in my pay statement. I know this is going to come back and bite me in the foot. Worse company I've dealt with for a long time and they have very incompetent employees that lie and misconstrue data to get you off their case.
no service on 4g phones
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
The complaint has been investigated and resolved to the customer’s satisfaction.
can I be cheated sir?
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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The complaint has been investigated and resolved to the customer’s satisfaction.
sir, i cannot
undersand this processessor was send to my mobile ... i recieved this massaege {i have won 4crores 6Lakh in icc cricket award promo uk 2012...so plz u can tell its true and what ve to do
poor customer service/rate plans
After being with T-Mobile for almost 10 years I believe this is the first time I have been so frustrated with the service I received. This past Saturday, June 16th, I called T-Mobile inquiring about changing my rate plan. I currently have 3 lines on my account and have for some time; unfortunately my daughter damaged her phone and is unable to see the screen. Now I do have insurance on her phone, but at this moment do not have $130 to replace her phone; I am already paying almost $300 a month for cellular service.
I first asked about removing the data plan from my daughter’s phone since the screen was damaged and she is unable to use the service, with that I was told “No”. Then I asked could my rate plan be reduced because there is no way 3000 minutes will be used, with that I was told “No”. I am not understanding why T-Mobile will have a customer (a long-time customer at that) pay for minutes that they are well aware will not be used. At this time I do not want to extend my contract especially if I am not purchasing any equipment, I just wanted to reduce the rate plan. I still have 3 lines on my account and did not ask about cancelling none of them; maybe if my bill was cheaper I could purchase phones, etc and get locked in for another 2 years with T-Mobile.
I don’t think I have ever been so disgusted and frustrated with any customer service/loyalty department before. After going back and forth with the customer service representative, and not too mention I did ask to speak with a manager and was NOT transferred. I was sent to the loyalty department and was told I could really benefit from the deals provided but only if I extended my contract. Again, why would I want to do that? I have been with T-Mobile almost 10 years and was told I wouldn’t have any tenure with a new cell phone company if I left. In all honesty, what tenure do I have now with T-Mobile? I just wanted to reduce my rate plan because one of my phones was damaged and the other wasn’t going to be used at all. The only offer provided by your loyalty department was to take $10 off of the data plans on 2 of my phones, which would drop my bill by $20. Really I am still paying for a data plan on one phone that will not be used at all, and paying for unlimited texting for all 3 lines. Not once did I ask to cancel any lines, I just wanted to reduce the rate plan.
Needless to say, after being on the phone with T-Mobile for over an hour I was only given the $20 deal for the data plans. To add to my frustration, I was not able to log on to the Internet service after the call on my line. Only to find out, the Internet was disconnected and reconnected but with the Windows software. I DO NOT have a Windows phone, which is clearly stated on my account. Not only did I spend over an hour on the phone on Saturday, I had to call back on Sunday (June 17th) at least three times because representatives couldn’t figure out why I didn’t have Internet service. Then when it was all figured out, do you think I was offered some type of compensation? Of course NOT, but I am constantly reminded each time I call that T-Mobile thanks me for being a long-time customer; no benefits offered at all.
I truly believe in exceptional customer service, because without your customers there would be no company. I received unsatisfactory customer service, no beneficial treatment for being a long-time customer, and truly understand now why T-Mobile has received complaints and lost customers. I have worked in customer service for over 18 years and even worked at a cellular company and never have I witnessed the kind of treatment I received.
I just dropped their service today, because after 10 years, like you, my wife tried to change the plan to reduce the price of 170 plus dollars a month, the customer service did it, but in the end the price would be even more expensive, so my wife ask to leave our plan the way it was. After a month when I was going to pay our bill, we found out the bill was for more than 790 dollars, when I call to ask them, they said it was because we didn't have text messages, I was shock because we normally had that service, our contract was supposed to be up and they said it was up until 2014.
We are filing a formal complaint against them and already have new phones with cricket, which is going to be almost half the price of T Mobile and unlimited messages, data and minutes. I can't believe we stayed with them for so long and they betrayed us like this.
they lie
My family and I were T-Mobile customers since 2003 and fulfilled multiple 2 year contracts. We traveled to Brookings, SD back in 2003 about once every 3 months and had spotty coverage along the route and had roaming in Brookings. In February 2011 our contracts were up and I informed a T-Mobile rep we were going to switch providers because of the poor coverage between Minneapolis and Brookings. The rep convinced me to stay with T-Mobile by saying that when the merger with AT&T went through, coverage would improve. My mother became ill in December of 2011 and had to go to a nursing home. Ironically, in December 2011, we discovered we had no service en route to SD or in Brookings. We made calls to T-Mobile who said they were working on it. The next weekend we were in SD, the same problem occurred. Issues continued into January & February, and in March, after fulfilling one year of the new T-Mobile contract, we switched to another provider so we would have service while travelling and in Brookings. T-Mobile charged us the full early termination charge of $200 for my husband and $200 for me and added another $150 for turning my account over to a collection agency in spite of my official dispute and complaint to the MN Attorney General and the FCC. The T-Mobile rep who replied to the Attorney General’s inquiry stated to me on the phone that they don’t make any coverage guarantees, they can drop agreements with roaming partners and they can discontinue service on any towers any time they please. She states that those things are covered in the Terms and Conditions and as a result I have no grounds to complain about their service. They don’t take into consideration that a customer has been with them for years and fulfilled multiple contracts or that their agents lie to get people to stay with them. They had also been making errors on our invoices in the months before we switched providers and also on our final bill. T-Mobile is a huge, unscrupulous corporation with no human decency or morals whatsoever.
The complaint has been investigated and resolved to the customer’s satisfaction.
I am going through the same thing right now. I am apparently on a two year contract which I thought for sure was a prepaid plan. The only thing is I do not get service in my house, but for some reason I thought it was just our phones. So six months later, I decide to call T-mobile only to find out that it is not my phone. I live in a what's called a "moderate" coverage area, where you can get service outside, but not in homes. I said I wished the salesperson would have advised me of that before hand the fact that I would only be able to talk outside. What the hell? Who in there right mind would purchase a service that one would expect to be able to use in the convenience of their home, but can not. Not only that, but isn't that putting the consumer at risk of having to use the phone only outside? What about cases of inclement weather. We don't have landline anymore, so we totally depend on our cell phones. They said the only option we have is to pay the $200 x3 to get out of the contract since paragraph 5 covers them of cases like this. Wow. So I said isn't that a breach of contract since we are paying for a service that we cannot get. They said no because we can get it outside and other places like when we are at work. They offered us to buy upgrade phones with "wi-fi" abilities to increase our chances of being able to use it. I asked why would I spend more money on a service that is already not working...duh.
crap customer care
T-Mobile Customer Care is absolutely ridiculous. I have spent a week talking to them trying to unlock my mobile - which I bought from them just a few weeks ago. When I purchased it I was given the option of unlocking it on the spot but I chose not to and was told that I could unlock it at a future date if I wished.
I went to unlock it when I was about to leave the states and they told me they needed me to fax them my original receipt.
Done.
Got an email 2 days later saying they needed me to fax the receipt.
Faxed again.
Called them 2 days later to see what the status was and I was told to call back a day later.
Got an email saying that the receipt had not been received and that my request had been closed.
So I called customer care (yet again - calling from overseas now) just to be told that I had to fax it again.
Faxed again.
Called them to check how it was going and they tell me to wait... wait wait wait wait wait.
Sick of wasting so much time and money on calling them, I tried their silly chat system - only to be told that my phone is ineligible for unlocking because it's no longer active.
WHICH IS FRIKN RIDICULOUS COZ IT WAS ACTIVE WHEN I PUT IN MY REQUEST! So much profanity is intended for this very moment but shall hold back...
And then the agent on the chat just closed my chat because I didn't respond in 30 seconds... I'm going to find as many portals as I can to complain about how absolutely ridiculous the customer care at T-Mobile is. Not just the representatives but their stupid call system too! They keep asking me to top up my account and when I say I don't want to they say they don't understand.
There should ALWAYS be an option to speak to an operator from the very first menu!
I hate you T-Mobile.
So much.
The complaint has been investigated and resolved to the customer’s satisfaction.
false advertising/contract fraud
On 2012 Jun 5 we refilled our T-Mobile Pay As You Go (prepaid) account with a $100 refill for 1150 minutes (10 cents per minute plus 15% more as a Gold Rewards customer).
According to their current Pay As You Go plan (see pamphlet image), you get Gold Rewards in the Pay As You Go plan as an additional "15% more minutes on all refills" after $100 in refills.
Upon refilling we got a text message (see text message image) confirming that we refilled and "receive 15% more minutes" with the Gold Rewards, however the account balance stated that we only got "1000 minutes" added and not 1150 minutes as promised with the 15% Gold Rewards (previous balance was 226 minutes, so 226 + 1150 != 1226).
We immediately called T-Mobile customer support and they claimed that the "$100 refill only contained 1000 minutes with the [15% Gold Rewards]", I confirmed with them that according to what the representative said, we only get "850 minutes with the $100 plan plus 15%?" and they said "yes".
However the pamphlet clearly stated otherwise.
After calling and talking to 5 different representatives, they all insisted that they will not give us 1150 minutes according to their pamphlet. Having wasted more than 150 minutes dealing with them on the phone, we decided to file a complaint instead.
warning when you cancel service!
I had T-Mobile for 2 years. I was not unhappy with their service. When my contract ended, I researched and found deals with both AT&T and T-Mobile that were about the same in features and price. I went with AT&T just because they have the Galaxy Note. I called T-Mobile, asked when my contract was up. They told me April 15th. I shopped around and got my best deal on AT&T phones and plans through Amazon.com. Delivered and activated on April 30th. My T-Mobile billing cycle goes from the 24th of the month. Of course, I had paperless billing, and as soon as my new service was activated, I was no longer able to sign in to T-Mobile site to pay my bill. I figured I would owe a bit from April 24th-30th anyway. Now here's the rub: I got the last bill and they charged me $195.46 for service through MAY 24th, even though I cancelled my service on April 30th. The amount from 4/24 to 4/30 is about $40, which I would pay, but when I called them they said they will NOT pro-rate the bill, . I spent over an hour over two days arguing with them, and they will not budge. Here's WHY: YOU CAN ONLY CANCEL YOUR SERVICE WITH T-MOBILE IF YOU HAVE A "PERSONAL REASON", A BROKEN PHONE, OR OTHER ISSUE. If so, they will terminate your service! Of course this means you would lose your number. If you just cancel and switch like I did, their policy is to charge you a full billing cycle, whether you have service or not! They want me to pay for almost a full month of service that I did not receive.
I HAVE THE SAME PROBLEM..I CANCELLED MY SERVICE 3 DAYS INTO THE BILLING CYCLE. I NEVER IMAGINED I COULD BE BILLED FOR THE FULL MONTH, IF I HAD KNOWN I WOULD HAVE WAITED..THEY SAID IT IS IN MY CONTRACT. MY RENEWAL CONTRACT WAS 2 YEARS AGO AND ENDED IN JUNE THIS YEAR. I PRINTED A COPY OF THAT CONTRACT AND I CAN NOT FIND ANYTHING STATING THAT I AM RESPONSIBLE FOR THE FULL MONTH. YOU CAN DISPUTE WITH ARBITRATION, WHICH THEY DIDN'T TELL ME ABOUT BUT I DID FIND IN THE CONTRACT. I HAVE SENT A COPY OF THE CONTRACT, BILL AND EXPLANATION TO THEM, HOPEFULLY THEY CAN HELP, IF NOT I WILL GO TO SMALL CLAIMS, THIS SHOULD BE STOPPED, THEY ARE CHARGING FOR SERVICES THEY ARE NOT GIVING.
all stored messages erased from voicemail
This time I have had it. T-Mobile service is a travesty. This morning, November 30, 2011, I called to check my voicemail (my number is in area code 415), but instead of the familiar prompts to listen to my messages, I heard a cold greeting "Welcome to your new t-Mobile voicemail box. You will now be guided through the steps to set up your new voicemail." What?@&%#!? I use my phone for business and receive important messages ll the time. My mailbox had 9 absolutely crucial business messages stored from the past 90 days, PLUS about half a dozen or so new messages that were left in my mailbox since the time I last checked it. And now it's all gone. And for the cherry on top, I have to go through their convoluted auto-attendant menu to set up my voicemail and notification options from scratch.
So, I call T-Mobile Customer Service and (politely) speak with a female representative that calls herself Ashley. This was about 9:30am Pacific Time on November 30, 2011. She is very apologetic and seems compassionate, but states that this was part of a routine phone system upgrade that apparently had been scheduled in advance and took place at 8pm the night before. As a result, all my voicemail was erased irreversibly. How sad...
Clearly, this is both a terrible thing to do to a customer and a lie. It is terrible because T-Mobile should have warned me about this upgrade and given me a chance to check my messages and to back up my important stored data from my voicemail. At least twice a month, these ### send me silly text messages marketing their services. For instance, on 11/16, they texted me this stupidity: "Win movie tickets at T-Mobile VIP zone." Similarly, on 11/21, they texted me this: "Get up to $250/year in TMO gift cards when friends join T-Mobile after you refer them." So again, CLEARLY, these ### have a mechanism for staying in touch with me. And yet, no one cared to notify me that all my voicemail would be completely erased at 8pm on November 29.
Further, why is what Ashley told me a lie? Because T-Mobile has a vast system infrastructure that they use to BACK UP all their data, including client messages. As a man with years of experience of running an IT company, I also know that a backup is mandatory before any system upgrade (e.g., a phone system upgrade by T-Mobile). Therefore, she lied to me because it is simply impossible that all my messages simply vanished: they exist, and they can be recovered, but t-Tmobile simply doesn't care to have a procedure in place for such situations and is telling its employees to simply lie to customers who make such requests. Isn't this pathetic?
And for the second cherry on top of the first, my new T-Mobile "friend" Ashley told me that T-Mobile doesn't issue service adjustments, reimbursements, or credits to compensate customers for any inconvenience. And when I asked her, "What would you do, Ashley, if you were in my shoes?, " she told me this: "I never keep my old voicemail, so how should I know what you should do." Isn't this pathetic? Or am I being an unreasonable man?
So, "pretty cool" service from the company that claims to have the largest 4G network on the planet, eh? T-Mobile is never shy to spend ink and paper on advertisements for new service packages and gimmicks in their monthly mailers; it is never hesitant to spend millions on TV and internet ads to market its mobile service to the public... But they didn't care to warn me (and probably a few million other people) about their ridiculous phone system upgrade. And yes, it is ridiculous, because upgrading the system NEVER RESULTS in loss of data -- at least not for t-Mobile, who has a dozen data centers with more backup systems in place than the number of people living in China. This is simply bad business. And this will soon end up in the hands of a qualified attorney to make a nice class action lawsuit claim -- oh, and I will see to it personally very soon as there are many lawyers hungry for money of large corporations. So, please connect with me by sending me your contact info and the description of your latest t-Mobile related misfortune.
People of this planet: I urge you to acknowledge that T-Mobile sucks and that it should suffer for being a bad company. For God's sake, we live in the world of CONSTANT COMMUNICATIONS, and when a communications company FAILS to communicate with its customers, it should quit and find itself another job, because otherwise it's doing a disservice to the public. That is why T-Mobile is an absolute travesty.
Guys, if you are a victim of similar violence from T-Mobile, please post more complaints about them on TheSqueakyWheel.com or elsewhere, and tell them how you feel, and tell others looking for mobile phone service to sign up for ATT or Verizon.
Shame on you T-Mobile. SHAME ON YOU for hurting my business, for wasting my time, and for being a pain in the rear instead of being a telecommunications provider that acts responsibly. It is no wonder that AT&T wants to buy you. And of course the government won't let you suckers do this merger -- because ATT customer service is even worse than yours.
I was also found this company to be deceptive, corrupt and totally unable to speak the truth. This is without doubt the worst mobile company there is. Have NO dealings with them
Same thing happened to me. For a few days I only saw missed calls on my phone but no one seemed to leave me mssgs. Little did I know that people were leaving mssgs but they were'nt being saved in my voicemail. My son's school had changed their date to start school and they did call me because I saw a missed call on my phone but my phone didn't notify me that I had gotten a mssg. After a while I decided to call my voicemail and got the "Welcome to your T mobil..." mssg. I called my son's school very angry and asked why they didn't leave me a mssg and they said they did, so as a result my son missed two days of school and was marked unexcused and therefore is truant and I may be receiving a letter from District Attorney for that. I was and still am so UPSET at Tmobil for that! They also now charge a $20.00 restoration fee if you are default two payments and get your service interrupted which I was NEVER notified of that change. At one time I was default for two months and I did call Tmobil to set up a payment plan before my service got interrupted and they said ok but then the next day I was disconnected and sure enough was charged the $20.00 on my bill which I then had to call and argue with them because I had already set up a payment plan in order to not get disconnected and they lied to me. After being transfered from dept to dept, and like 35mins on phone with them and me being so upset, they decided that because since I've been a long time T mobil customer, that they would waive those $20.00. As soon as my contract ends, No More T mobil for me. I'm an unsatisfied customer:(
cell phone bill
Hello My name is Vernon Kenneth Beecher I am a disable single father with a 14 year old learning handicap daughter and I have been a T-mobile customer since 2006 and I went down to the T-mobile store where I have been going for some time now and I talked to a salesperson that was working October 3rd, 2011 and I told her what i could spend on two new phones one for me and one for my daughter and I asked if there was anything i needed to know about using these phones and she said some of the apps are a little high priced so in a month or two I had an extra $50.00 or $60.00 dollars on my bill for downloads that was not suppose to be able to do as I asked them to set the plan so that nothing could happen to run up my bill and they said OK. They told me that they had put a block on my daughters line so that nothing could run my bill up then I get a bill for $488.00 dollars and they said it was form texting so why did they not fix the line like they said they did I feel like this is their mistake and not mine I do not feel like i should have to pay for their mistake and i feel like we have been discriminated against as we have a hard enough time with them making it harder on us as i did what i thought i should have done
The complaint has been investigated and resolved to the customer’s satisfaction.
I have had a similar issue w/ TMobile. I have talked to their "lack of" customer service over the phone in multiple attempts to have everything blocked from my phones except, calling. Each time thay have stated that they have blocked texting incoming and outgoing, only to see in a month or 2 that I have a charge from a third party via text message. I most recently explained to them that if this happens again, I would be discontinuing my service w/ them. I will wait to see if I have any extra charges b4 my contract is up and I fully expect for that to happen as they have not been able to fix the issues I have experienced as of yet, w/o being able to text. With my new job and the company offering a discount on other cell providers, I will have a better plan and can add my step daughter on for a "small" amount more than what I cam currently paying. Good job TMobile for showing customer satisfaction to get repeat service.
There was no discrimination on their part. You should have instructed your daughter on what she could and could not do with the phone. Once yo0u saw that she was not being responsible you should have taken the phone. End of story.
Well SKOR knows some companies are not flexible. She works at Tavern on 74 and they're not flexible at all.
When you received the first bill with the extra $60.00 and asked them to place a block on her phone, you were already in the next billing period, so your daughter likely had already racked up the $488.00 charge before the block was confirmed.
Instead of reversing the charges, call them and ask if they would spread the amount out over the next few bills - companies are usually more flexible with that.
Good luck.
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T-Mobile USA emailsinfo@t-mobile.com100%Confidence score: 100%Support
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