T-Mobile USA
Reviews and Complaints

i placed an order on dec 27 and i had to be on the phone for 7 hrs and make the order 2 different times. i was promised 2 day shipping and my order was estimated for dec 30. i sat on the phone spoke two 4 ppl one supervisor promised over night delivery then tansfered me to shipping they said they cant do that it was 5-7 day which was not shipping that was said! then the sec supervisor after 2 hrs said theres nothing they can do my order is still not shipped and im highly upset.

I am making a complaint about T-Mobile about blocking my cell phone. They say its the fraud department that blocked my cell number because someone tried to hack my cell, No one contacted me about the hacking they just decided to block the cell. I have not got any help from any T-Mobile employee and they said they do not have a number to contact number to the fraud department but they could transfer me to them. I had them transfer my call and no one at the fraud department would answer the phone. I also asked them to unpair my cell phone and my tablet so I can use my tablet for work and they told me they couldnt do that. I want it unblocked now or I am going to turn them into the better business bureau and sue T-Mobile. I am paying for a cell phone and tablet I can not use. This happened for two days than worked for a day than been down for another 3 or 4 days.

On 11/16/21 I called t-mobile to set up home internet service. The rep told me he could give me the package for $40/ mo with auto pay or $45/mo if invoiced. He also told me that he could give me a trial period so I could compare to my isp I was looking to replace. Fast forward to 12/04/21 I received an email stating my service was $55/mo and I should pay by 12/09/21. No invoice, no trial period, no $45/mo. I called their customer service 6 times, each time I was put on hold. The first 5 calls I was placed on hold from 35 minutes to an hour and 12 minutes, told I was being transferred, then promptly disconnected…..AFTER BEING ON HOLD OVER AN HOUR. The 5th call the rep tells me she has researched the call records and they will honor the $45/mo but needs to transfer me to sales to confirm the free trial period, told me to hold while she transferred me and proceeded to disconnect the call. The 6th call, the rep tells me here is no trial periods, there is no $45/ mo rate but she will report the rep that sold me the package and lied to me about what I was getting. She also told me that upper management would contact me about this issue………STILL WAITING! T-mobile is
Deceiving new customer to make a sale. Customer service agents are putting customers on hold only to disconnect them so they don't have to deal with the lies that their sales reps are telling to make sales.

i am a sprint merger customer. t mobile very bad customer experience. had to pay off my lease of 200.00 because they said my 2 year old phone wont work on their network. b.s. second they only had one good phone in stock, a note 20 thats 1200.00 and a case 50.00 and a screen cover 50.00 and taxes about 2k to get everything transfers from sprint to tmobile. said i get free ear pods, they were out stock, was to be shipped to me, still nothing, i chatted for an hour, no resolution, i really think im going to cancel tmobile and go to cricket, just a bunch of b, s, said they were to pay off my phone, nope didnt happen, said there was a 500.00 rebate fore note 20, nope never got this either, so i guess its just a bunch of lies, and the customer service is a joke

To Whom It May Concerns,

I had sent my old device iPhone 8 Plus to Tmobile for a trade in credit. The tracking # showed Tmobile warehouse already received it but no credit was issued.

I have been contacted customer service so many times since May 21, 2021 but keep getting the same answer that there is an issue at the warehouse.

I've been contacted with Tmobile in the last 4 months, they never told us that the device was not received at the warehouse. They kept telling me there was issue with warehouse so that they can't give me the credit.

Until today 9/27/2021, I called again and the Rep told us they can't locate the phone at the warehouse and tell me to file a complaint with USPS. I went to the post office to open a claim and learned that I can only open the claim between 31 days to 59 days from the mailing date.

On 9/28/2021, I called and spoke to a rep who name was Haidee Theresa to have the handset research file, she told us the form had file. she was nice enough to give us $140 for the last 4 months, she promised to call us on every billing cycle to manual apply the credit for us but she never delivered her promise.

After that, I call Tmoble experts again and they told us now they can't give us anymore credit since they still have not find the handset and we already accept the $140 for the settlement. Per the phone call conversation on 09/28/21, we did not agree to close the case for a one time credit of $140.00.

Since Tmobile recorded every conversation to ensure the best services, and the conversations can be reviewed on 9/28/2021 between 11:30 - 12:00 PM-PST.

Please help me how to escalate this issue to get my full credit. I can be reached at [protected] or [protected].

Please see the tracking info. pictures for your convenience showing mailed on 05/18 and delivered on 05/21/21.

Thank you So Much for your assistance!

Phi Do

I called in to get information about my phone services and the rep said because I had been a loyal customer since 2017 I can choose from a list of gifts, I asked her what was the catch because nothing was free and she said no catch it free, she offered the wifi to chose from only to find out the tablet was $199.00, I feel betrayed and lied too, I didn't need a tablet and if she would have explained it better giving me an option to say yes or no I would never have this complaint . The only explanation everyone is coming up with is sorry she didn't explain it better that is not enough for me.
Emma Thomas [protected]

I have repeatedly attempted to have the billing changed to auto-pay, all the information numbers do not match any of T - Mobile numbers. account number is [protected], the connected device gateway number is [protected] how ever my phone number is [protected]. sim. number is [protected] pass word 4ca9a225e9. the gateway was activated at a T-Mobile store named Smart Fix at Chillicothe Mo. what the problem ii in changing to auto-pay is strange. Please no phone calls as being transferred from phone to phone is a waste. dale leaton
dale. [protected]@yahoo.com

I ordered the T-mobile internet to test it in May. After a month I talked with current Internet provider and told I was in contract with penalty for early termination. Decided to return the T-Mobile internet device after chatting with customer service, telling them I needed to cancel as existing provider had me on a contract. I was given a return authorization form which i used to UPS the device on June 21, 2021. In July received another bill for June - July. Called about bill and was told this was in error. I have continued to receive bills. I have talked to multiple people ( at least six) and visited four stores trying to resolve the problem. The latest run around was I need a pin for the account which do not have. Then told to contact corporate store to get pin changed. Guess what no store in Mesa AZ, I visited or was referred to can make the change they are not authorized. In my latest contact of Customer Service after dealing with the bot, I get hung up on. I have attempted to resolve this through their system with no satisfaction and a growing concern over their internal communication between stores, corporate and customers.

I have added second line for my Daughter and June of last year she moved out of state and I canceled her line. Since June of 2020 till September 2021 i was charged for canceled line. I noticed this month and called customer complaint and they told me will refund me for two months only after they confirmed it was canceled in June of 2020. I filed complaints with FCC also. What a Scammer.
Micheal Hemat

I signed up for this service a few months ago to try it out with the understanding that I could cancel the service at any time if it was unsatisfactory. I've been running Net Uptime Monitor app on my computer and have collected outage logs from September 4 to September 21. The outages make streaming TV impossible. These are internet outages, not local router outages. The local tower supplies a 4G LTE signal that when working and connected to the internet gives decent speeds but the buffering is intolerable during the frequent outages.

My device phone number is [protected] and my account number is # [protected]. I do not have a PIN.

I want to cancel the service as soon as possible. I've tried the normal ways to cancel, calling [protected], and I've been called back and when I mentioned that I wanted to cancel my service I was hung up on. The company rep hung up. Local T-Mobile stores are no help.

Received multiple letters from T-Mobile telling me I had to upgrade all 3 phones on account [protected]; [protected]; [protected]. Difficulty since all phones not in same geographical area.
Just told I would loose service as of Dec 31, 2021 if I did not upgrade phones.
Never provided clear explanation of what my options were.
Many Chat attempts (probably 5 - 6), most of which I have copies of - no help.
Multiple telephone calls - bounced around 4 or 5 different people in Asia - Spoke English but with strong accents. Could not understand. Zero help.
Promised multiple times I could speak to someone in the USA - never happened.
Visited 2 Franchise stores - no help
Finally got to a Corporate Store - good service but very time consuming - still do not know for sure what my actual costs will be, not sure I got the best deal since told via Chat and/or Telephone that could keep my Sprint plan rates without increase in cost. My Cost went up $25 / per month plus the equipment increase of $113.89 per month plus taxes. I was "forced" to buy "upgrade" equipment even though current phones were meeting my needs. Total costs increased almost $140 / month

When I so unfortunately signed up for TMobile service, I was offered a "free Samsung watch". Since I happen to know nothing is free, I kept it in the box unopened. It is 2 generations out of date too. So, when I was charged for it in my next complete months service, I took it back. They could not assist me over the phone, so I went in to a store. The manager called some woman who proceded to scream at me, "TMOBILE DOES NOT DO BUYERS REMORSE!" Absolutely nasty! I had to pay $268 to get out from under payments on a watch I did not want, that was supposed to be free! You people are bate and switch on steroids! I changed service even with the 2 months free service to manager offered me for a consulation prize. I switched back to Verizon the next day. It's STILL in the box!

About 4 months ago we saw advertisements from T-Mobile stating that we could receive 2 IPhone 12s at NO COST TO US. Sounded like a wonderful deal, so we thought we would change from Verizon to T-Mobile. The service is okay and I have no real complaints about that. However, the FREE phones is a total scam. Today I spent 1-1/2 hours on the telephone with T-Mobile (this was the third time I called about this issue). The representative was very nice - gave me a credit for the installment plan for one month only. At the time of the promotion we were told we would receive 2 screen savers for our devices, which we were also being charged for. She did manage to credit us for that monthly cost, but not the monthly cost of the phones. I will advise anyone I can not to believe the promotions that you hear about because they are a total lie. After over 20 years with Verizon I trusted their word. I made a mistake. [protected]

Had good service with t-mobile until I had to temporarily stop service due to additional costs due to Covid. I was told to pay full month service even though I was going to cancel one day into month. A supervisor said I would get back $86.00 after stopping service. 3 months later still no refund. Spoke to many "expert" staff who just lied to me. They finally said once I closed the account they wouldn't be able to give refund due to there system, doesn't make sense I can't ask for refund until after I close account. Was also charged a extra month for Netflix which they also cancelled my service on that first day. So many people lied to me and prolonged to refund process, they must be hurting for money and I hope they go out of business. I highly don't recommend t-mobile, it will cost you in the end….

T-mobile lies. They claim there (Nokia) Internet gateway product will work at my location, bot 5G and 4G. The device configuration screen shows no 5G at all and poor Internet at 4G. Their "coverage" map shows otherwise. Corporate troubleshooter agreed to return and cancellation.

I had sprint and T-Mobile took over and I decided to change so I got a return goods and sent back all my devices .The customer service person led me to believe that wood be I and now I have a collection company trying to exstort me for 206.55 RPMangagment. has anyone else had this problem? [protected]@hotmail.com ps I am a disabled vet 70 years old on a fixed income can anyone help

Hello,
My account with t-mobile : [protected]
On January 2021, I canceled my account to switch to Verizon. I have 4 lines, one of them is ported to Verizon.
I called in to cancel the whole account, at that time, all of the automatic payment, payment for a phone were all payoff.

Suddenly, on April 2021, I received a bill from them that I didn't pay the service for 3 months. I went to a t-mobile store and asked about the bill, they said I have 2 lines were still active. I called customer service and they said I have to pay the bill in order to discuss about the cancelation the two lines and the account. I had to pay for it in order to continue the process of completely canceling my account, and the 2 lines. After being forced to pay the bill of $400+. I requested the customer service to file my complaint and request a refund right away at that time.

Now Aug 2021, I received another bill. I checked with a t-mobile store again about the bill. They said that my account is suspended with 3 lines in this account.

I don't know why a service cancelation became an account suspend, and I have to pay 3 lines in august 2021 bill while only 2 lines in april 2021 bill?

It seems nothing happened and things getting worse.

I want a full refund of the balance I paid on April 2021 and the bill on August 2021, that I just received has to be void.

Below is information to contact me:
VuKhoi Nguyen
Phone: [protected]
Email: [protected]@hotmail.com

Best Regards

Signed up for TMobile over 55 plan on [protected]

Yesterday 8-23 I spent 8 hours on the phone with TMobile trying to get service to work. Today 8-24 2 hoursThey do not have qualified people.

THE WORST EXPERIENCE I HAVE EVER HAD WITH ANY CELL SERVI CE PROVIDER

I FEEL LIKE I SHOULD GO BACK TO AT& T

There was one person who showed competency her name was NISHA