T-Mobile USA
Reviews and Complaints

Saturday, March 27, 2021

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Those phone calls reveled:

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

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

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

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

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

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

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

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

This concludes this individual / consumer complaint.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

I was looking for a reliable cell signal since I live in a rural area. T Mobile said I would get a great signal in my area. I accepted their word. I had no signal at all, so I called and they sent me a signal booster, this only worked when I was at home using the phone. I called to cancel my account and to switch to another provider. The representative said I would be able to keep the phones that were free and that I would have to pay for the one I upgraded. He unlocked my phones and I switched carriers. Months went by and all of a sudden I receive a letter from Convergent Collections stating I owed 609.37, I called to dispute I have yet to hear back. I called again and now I owe over 700.00. I was told that one of my lines was not cancelled and that I owed charges for 4 months. I never received a text or any emails nor mail correspondence regarding this line that they did not close out when I cancelled my service. And now I am expected to pay this large sum of money.

Hi:
I buy a celular phone march 2020 on ebay, and tmobile bill me on august 2020.Pay $700 on ebay, tmobile bill me $1000. Customer service dont solve the isued.My email is : [protected]@hotmail.com
En marzo del 2020 compre un celular en ebay el cual pague $700, en agosto 2020 tmobile me factura $1, 000 dolares por el mismo celular.Cuando me comunico a servicio al cliente me indican que ese celular lo compre en una tienda tmobile en estados unidos a lo cual le indico que nadie a ido a estados unidos a comprar celulares, desde agosto hasta el dia de hoy he estado pagando a tmobile por un celular que no les compre.La respuesta que me estan dando desde agosto es que estan investigando.Creo que 5 meses es tiempo suficiente para concluir la investigacion.

I was given a quote for new service 12/22/2020. I was told as a Physician I was eligible for Magellan first responder. I was told all I had to do was fill out paperwork after service began. after 24 hours I was told that I was not eligible as a Doctor and that the plan would increase by at least 80$ if not more.

I never asked no heard of Magellan First Responders and was directed to this by the Sales representative after I told him what I did for a living.

Phone support was non existing and Support said the line was Poor and hung up, there own phone line. Never called back. Only after complaining on Facebook as recommended by Reddit did the problem get fixed still costing me 30$ more per month.

They tell you not to cancel ATT service but they did it anyway and made it difficult to switch back.

This is Classic Bait and Switch, you only get the discount to sign up then it is retroactively cancelled and an expensive plan substituted. Be careful and make sure that the entire cost is outlined and sealed before accepting a contract. They assume you won't cancel if they make it difficult, They are wrong

Around 8 months ago I had switched phone providers away from Tmobile for a better priced competitor. Over a month after my account was closed I began to receive calls about an unspecified debt from Tmobile that was invalid as I had already paid all outstanding balances and phone payments and my account was already closed. After talking with the company we had agreed the debt was in error and I had assumed resolved as no more calls were made.

Their fraudulent charge was sent to collections without any further contact to myself and only discovered on review of my credit score. This charge is fraudulent and I wish to see it removed from collections and my credit score repaired. If there is to be any base to their claim of a debt I demand to see an itemized amount of a debt prior to the account being closed and inactive before all contracts were null and void.

T-MOBILE, on behalf of the Defense Intelligence Agency (LTG Flynn's organization), under the current administration embedded highly illegal software into some of its T-MOBILE Apps in order to illegally spy on US Citizens.

Our analysis company is in possession of this software and other detailed data on T-MOBILES involvement with DIA (names, dates, corrupt bank accounts, etc).

We are working to be prepared for the end of this administration; and the subsequent revelation of this data, and criminal prosecutions against persons at T-MOBILE and DIA. We also seek communication with any other US citizens who have evidence of being illegally spied upon by T-MOBILE or DIA.

Patrick Vye
President, Seamair Analysis LLC
Ph: +[protected]
[protected]@protonmail.com

1.0 star rating8/21/2020
I was treated really bad and profiled by this store and the company it self Do not use there services period they do not care about there customers at all they lie to u profile u and dont about any one but them selves this company and its stores the service does not work in reno period if it does it hangs on on me 5 times in 30mins or less every day this is unprofessional the company has refused to do any thing there for I am going to see to it personally that the U.S. Equal Employment Opportunity Commission is notified how miss use of power against customers and dont get to help people I will be filing discrimintation against the store and the company it self if my issue is not resolved by the end of this month i want the account termed no cost nothing owed other wise I am going to teh Federal government and Im going to make sure this is taken care off regardless do not use this service

Purchased the unlimited lte plan with sim card and had nothing but problems from the start. Constant disconnects. Tested on two routers, same result. Called support, no help. Save your time and go elsewhere. Have to post this from my cell phone because our home has no internet.

T mobile block my unlocked celular that I bought in BestBuy .. I am goin to my fourth day without a phone and still no solution... I am looking for a legal representation... I try to have a solution in the store but the employee told me to call 611 because they don't fix those problems ... they only sells phone and he continue play a game in his celular .. wow ... they has to stop doing this to customers ..