T-Mobile USA
Reviews and Complaints

On July 12, 2019 I transferred 3 phone lines from AT&T to T-Mobile. The sales person promised a 30day risk-free trial period. On July 23, 2019, 11 days later, I cancelled the contract since I had no cell service in my house or my neighborhood. It was no problem to cancel and I was told by customer service that I would receive a full refund. I sent back all the equipment and received a refund.
On August 4, 2019, my credit card was charged $166.25. I called T-Mobile immediately and was told that they hadn't cancelled the autopay and that I should expect a refund within 10 days. Nothing happened for 2 weeks so I called again. I was told they would try again and I should expect a refund within 10 days. Again, nothing happened. Today (September 16, 2019) I called again and was told I wouldn't receive a refund since they can't refund 1st bills if they were set up as autopay. I asked to speak to a supervisor and he confirmed that they had no way to refund my money. He told me that if I wouldn't have set up autopay then it wouldn't have been a problem.
I can't believe this. I was lied to and charged for services they never provided to me.

August 19th, 2019

Dear T-Mobil Corporate Office,

Hi my name is Angela Galaz and I have been with T-Mobil for over 10 years with 5 lines. I spend anywhere from $175.00 -$250 a month to keep our lines on. I am very upset with your employee's poor customer service.
Every time I call for assistance, I get nothing but harassment because I didn't have the security code at the time of calling. I am an authorized user on the account, give them the last 4 digits of my husband's social security number, give the all the phone numbers on the account and still get harassed. They refuse to help me. However all they kept saying is they would text me a code number and for me to read it back to them. I refused.

My husband Michael Galaz has stage 4 cancer and is not doing well. I refuse to bother him for the password or look for it. The first time I called for help, I spoke with Elizabeth who was very short and rude. Her employee number is 23236 in which she refused to give me. Then when I asked to speak to a manager, they connected me with Chad, employee number 23151 whose professional mannerism was worse than Elizabeth. After arguing with both of them I hung up and called the closed T-Mobile store. I was trying to get a name of a customer complaint supervisor that I could talk too and another one of your so called fantastic employees, Tristian 4249153 refused to give me a name. All they did was give me the 1-800 number. I cannot tell you how many times I tried to get in touch with the district manager or someone who cared and could really help me. Your customer service sucks and this is not been the first time. I am having many problems with my phone and need assistance. Due to my husband being on hospice it's important that I have a good running phone. I cannot afford to buy a new phone.

I need for the corporate office to E- Mail me back so I have something on record. I was told by a prior manager last month that he would add in the notes that I only had to give my husband's last 4 digits. Chad just laughed and said, "I don't know why he told you that because we can't do that." I in return asked him if he was calling me a liar.

If this is not addressed now, I will be changing to a more caring, professional carrier. And please know, it will be me canceling your serviced not my husband Michael Galaz-3913. He is too sick to be bothered with any of this!

I'll be waiting to hear from you soon.

Angela Galaz- A Frustrated and upset customer.
[protected]@gmail.com
226 E J St
Ontario, CA, 91764
[protected]

On Nov 25, 2018, There was a promotion trading old Iphone 6 to Iphone XS for $750 with adding a new phone line. I called 611 and talked to Saleman. He agreed and he did all papers for me through the phone. Account [protected], Plan [protected], Seller 129220 SE 38th Street, Bellevue, WA 98006. I received the Iphone XS about 1 week and I sent my old Iphone back to Tmobile in FortWorth based on the instruction. A month later, I called Tmobile, complained why I did not see my trading credit and they said it took couple months to effect. Couple months later, I called complained again. This time they looked at and told me that because I did not add a new line so the promotion is not effective. I told them that the saleman promised me that he did everything for me and wished me enjoy a new Iphone XS. I expected he did everything include adding a new line. I even asked him where he located. He answered in Tampa, FL. I was very happy that I did not have to deal with outsource people. Now they said he was a outsource people and they let me talked to the manager in Tampa location. The manager is very rude. He said he could not do anything and nobody here to solve my issue. I told him that he can listen my conversation on Nov 25 with his saleman. He said no time. I have been with Tmobile more than 15 years. This is the way they treat me. They lied to my face. I lost $750 trading credit.

Recieved letter stating T-Mobile owed me $ when I closed my account.
Enclosed was a Master Card CREDIT CARD which they said had my refund. Reading the statement I had to call # to activate card. If I activate I read on back of statement a monthly service charge would be charged PLUS to transfer my refund to my bank a charge would be requied.
Activating the account would give me a CREDIT CARD which canceling would effect my credit score and another service charge.
I called T-Mobile because it states on my letter I could have a check sent or transfer refund if I called T=Mobile. When I called the person (who I could not understand) said they could not find my account " I would have to go to a T-Mobile store" Nearest is 70 miles.
SCAM or T-Mobile keeping refund or screwing customers.

Dear Sir/Madam,
I am complaining regarding my prepaid account that I forgot the phone number and the account number that I can not make a payment. I called T-Mobil customer service twice, which first time I got hung up and your customer service agent was rude and never want to help me. For the 02 time when I called man answered the phone and he got all my information such as address and the social security number and later said he don't have my information. I strongly think this is totally not the way service should be. I will definitely not recommend T-Mobil service to any one I know.
My email address is noel.[protected]@gmail.com and my mailing address is 2117 Bonnie Brae Avenue Claremont California. My last 04 numbers of social security is 3404
Regards,
Noel K. Tissera

I would choose a -10 rating if I could. I purchased a Samsung S9 in October of 2018 at the T-Mobile Store at 200 E Montauk Hwy, Ste F, Lindenhurst. When I went in I asked to see a phone that was "waterproof" and the salesman showed me the S9, I liked it but noticed the price was a lot more (about 900) than I'm used to paying but he said its worth it so I said ok I'll take it. I purchased the phone that day with insurance and left happy. A few days later I returned because the phone did fall and There's a few scratches on the phone, but it was NOT because of the fall that the phone broke, and upon bringing in the phone to the store and him looking up my information, and him seeing I do have insurance and saw that the phone itself was damaged NOT due to the phone falling, but the actual phone itself was not working properly and he said that its o, k and that it was within the time allowed for me to return the phone ( I believe 2 week is allowed to make returns) and was "no problem" to get a replacement phone since I did have insurance. At that point I asked for a replacement and he said that he was "sold out" of the S9 and at that point I said "Ok do you have any phone similar to the S9?" He said yes the Galaxy J7 so he then informed me that the main difference is that the s9 was "water resistant" not "waterproof" like he originally said so I said what's the difference and that's when he proceeded to tell me that the "water resistant" S9 is only good for a few feet of water not totally "water proof". So I then said ok well why would I pay for the S9 when I'm paying to have it waterproof but your telling me it's not, so he agreed and said to get the J7. I purchased the J7 and asked can you take this s9 right now and take the return and he said "no you will be sent a box to your home address to put the phone in the box and follow instructions to send back to right place" since I purchased insurance and it is an outside company or something that deals with returns. I said no problem so I purchased the s7 now and still have the s9 waiting for the box to be sent to me house to return it properly like the man at T-Mobile said. I go home and wait and wait, no box shows up, I call and ask and no one is helpful and the people at the T-Mobile store at 200 E Montauk Hwy, Ste F, Lindenhurst, NY 11757, were so beyond rude to my wife and I they laughed in her face and made her cry they were so mean to her so now it has been months and this issue is STILL not resolved. We have made numerous attempts to get this resolved and no one even after calling many time for MONTHS and them saying they will "credit our account" for a month because they left me with no phone and service for days when I explained to them I NEED a phone for work since I work in the medical field and am "on call" most nights, but of course they never credited the account and there's no documentation anywhere. We are so dissatisfied with the T-Mobile store we purchased it at we called and complained to t mobile and refuse to go back there or to talk to them after they treated my wife and I the way they did. I have ALWAYS paid my bill on time and always a loyal customer who has been with t mobile for years. I have made every right move to try and resolve this issue which is ridiculous to begin with. We have the phone still and have attached it with this and the phone is just sitting here and we are waiting STILL to return it! We have tried and tried and we can get NOWHERE. My wife and I even called yesterday TWICE and spoke with a T-Mobile rep for about a half hour and they said they would call back in a half hour that they were putting this in as a "top priority" and even gave them 2 additional phone numbers to reach in case they couldn't get in touch with me right away and STILL no one ever returned our call to resolve this issue and we are literally lost as to where we should try now since every single time nothing ever gets fixed and is absolutely insane!This is by far THE WORST customer service experience I or my wife have ever had in our entire lives! Bottom line is I have an s9 that is basically brand new that I am not making any more payments on because I am literally getting robbed and is affecting my credit score which were trying to buy a house so its is EXTREMELY IMPORTANT right now and significantly so am looking for anywhere for help to resolve this ridiculous circumstance that T Mobile has put myself and my family in. Please help!

Charged my credit card and when i raised complaint they said they will return it, after few days when i contacted them again, the customer service just keeps me on hold and connects to payment department and payment department connects to customer service so on, its like 6 persons its connected in a chain and kept me 55 mins waiting with no solution to the problem, illegal use of my credit card..

Switched to T-Mobile on Feb 6 2019. We had two of our own new phones and needed 2 more phones for kids. Saw a promo for iPhone 6s for $350 with $190 cash back. The store rep in Chantilly VA said oh I can get you the phones and ship it you free of charge. Give me the phone numbers that you wanted ported. Gave three phone numbers to him and got a 4th line. Guess what after porting the numbers he suddenly tells us they don't have the phones and they don't have them online either. Now our phone numbers were ported and we were stuck. we called customer service and spoke to customer service rep named YAYA. She stated the store can move you one up so you can get iPhone 7 for the same price, but I cannot do it since you are buying from store the store manager has the authority to do it. The store manager on duty stated that he is putting notes in the system and back office will give us credit and ran the phones at $449 each with $27.down. Stated if I don't get credit come back. 5 Days later T-Mobile generated the bill and guess what my 4 Lines for $140 that T-Mobile advertises online (taxes included) came to $145.75 and they charged us $37.50 monthly for 2 phones for 24 months. So today Feb 15 2019 went back to store and Store Manager called the back office and talked to Alex from customer service to get us credit. The customer service simply refused to honor what was promised to us. The store manger even tried to ask them if they can put a promotion that had just ended and get us $210 credit so we will pay $10.00 month but customer service refused.The store manager stated he cannot do anything except for us to return the phones and they will charge us a restocking fee of $50.00 for each phone. I came home and called customer service to find out their cancellation policy and they stated we are sorry everything happened to you but we cannot do anything but give their feedback to their managers. This is how a TYPICAL BAIT & SWITCH works and looks like T-Mobile is very good at it. I paid $106.00 for activation, $27.00 per phone as down payment on two phones( $54.00) that I will return and pay $50.00 restocking fee and pay them $145.75 for using T-Mobile service for 10 days. So we are out $305.75 for a POS service we received from T-Mobile. Any company can provide you services but you can tell how good a company is when a problem arises and how they handle a customer complaint and resolve it. T-Mobile definitely failed and if their was a less then 1 star I would give them that. Worst then car dealers.

SMS Not Sending. After over 10 years with T-Mobile it may be time to switch carriers. After 10+ hours on the phone with tech support via phone calls and chatting nobody is still receiving my text messages even though they say sent. After hours, tech support said it was my phone after assuring them it was not (because I put family members SIM card in and texting worked fine) despite this logic they insisted I get a new phone to resolve the issue. Against all logic I bought a new $600 phone as predicted this did not solve the problem and they offered a whooping $50 credit for my new phone. The very nice rep at the store tried for over an hour to resolve issue with Tech Support with no success. The most frustrating part is that I am on my 3rd trouble ticket number. Once the trouble ticket gets escalated above regular tech support someone closes it out without confirming with me that it has been resolved. I am now on my 3rd trouble ticket #[protected]. The very nice reps keep promising me that it will be resolved and not to worry. Very difficult running my business with people not receiving my text messages.

I have been with TMobile long years... back in April there had been overseas charges on my bill ...when ı reconcile my bill it
was only to Canada... I called T mobile and they advice me to turn of my long distance plan... On my oct_ Nov bill I received the same
long distance charges... I use whatsapp for my long distances... However today Dec 6, 2018 contacted Tmobile agent again to check
if my long distance was off. She said long distance is off but your call was to Canada and Canada is not in the plan...
I will raise this to different level... I got additional $7 long distance charge... This was never indicated before... pls. credit the amount back to my acct. and confirm that Canada and Mexico are not inclıded as "long distance" so what is the clasification of these 2 countries? pls advice
Regards Gunsu Caglar [protected]
pls contact me by email [protected]@hotmail.com

First of all let me start by saying that T-Mobile Customer Services is the Absolute Worst, Second of All their Signal Quality is a Nightmare.
With that said, I recently made a phone call to Chile, duration of Call is 22 Minutes, Charges $66 plus Tax and Fees $76.58 that is $3.58 per minute.
I have never seen or heard of this Rate Per Minute.
I just wanted to know, who regulates these rates, and how can they get away with these rates. I called and spoke to a supervisor Jake, instead of listening to me, he began lecturing me on the charges and speaking over me rudely.

TMobile offering lower rates than Verizon is the biggest scam on Earth! We switched from Verizon to TMobile because we got misled by their third party sales representatives. One month later we realized that was the biggest mistake we've made. The cell phones did not have the coverage we were promised. Internet was terrible. We were told that the IPhone were were getting was going to be IPhone 8 while we got IPhone 6 (a device we already had from Verizon).We contacted TMobile several times requesting cancellation and a final bill. 4 months later we are still billed for devices that have been moved back to Verizon and no final bill was ever sent to us. I lost one of my phone lines because TMobile customer service representative had no idea what they were talking about or what they were doing while requesting a cancellation.
I would never ever recommend this company to anyone! This service was just a plain rip off from day one!

Hi,

I have change my service to tmobile. While my monthly bill would've been a lot better than another cell company, but the service or signal did not work where I live. I've have the acct for less than a week. During that time I called tmobile a few times about the signal, I was told to give it a couple of days. Finally, I canceled my acct and went back to my old cell ph company. Since the end of July 2018, I've been requesting my refund of almost $200. I called almost each weekend and I emailed the manager who never emailed me back. I feel like they ripped me off and I'm so frustrated with them.

I was asking for assistance due to my phone had a software issue and I wasn't able to take calls. I wasn't able to pay the amount needed to get the phone fixed so T-Mobile offered to give me a credit of $100.
I told them I still didn't have enough but they said that that offer would still hold and I could claim it when I saved enough money to pay for the repair.
I had a unusable phone for weeks until I was able to save up and pay. To my surprise due to the newer generation of phone release, my repair amount dropped in price. I was not only to pay $100, this was awesome. I paid the repair amount and then I called T-Mobile to claim my credit and they stated that they were not able to credit me the promised amount anymore. I have the transcript of the conversation where they agent gave me an amount not a % dependent on the charge and they still refused to help. They said that I should be grateful that they are even crediting my anything at all and that if I was with another carrier that I would have not been given any courtesy assistance.

TIMELINE
04 August, 2018: I purchased a TMobile sim card [protected]). I was informed at the point of purchase that I had 14 days to return the sim card and not get charged the monthly bill of $60+.

13 August, 2018: I decided to discontinue the use of the sim card after 9 days and I called TMobile to cancel the service. After about an hour trying to convince me to change my mind, the customer service agent informed me the service would be cancelled and I would not be charged for the cycle of 06 August - 06 September, 2018. Thinking I was done with the sim card, I tossed it aside.

01 September 2018: I was surprisingly debited $61.54.

02 September 2018: I inserted the TMobile sim card into my phone, and I was shocked that the sim card had reception even though it was supposed to have been cancelled three weeks earlier.

02 September 2018: I called TMobile and, after almost an hour of waiting, a customer service agent finally answered and I complained about the unauthorized debit.

After explaining my situation, I was again promised that my number would be cancelled; I was also promised a refund. I was then transferred to the unit that handles cancellations.

I had to explain myself all over again, and the agent I spoke to tried to explain to me that the 14-day policy was only applicable to devices and not sim cards. I told him repeatedly that nobody had ever mentioned this to me, because I specifically asked at the point of purchase and the two customer representative agents I spoke to before had promised me I wouldn't be charged and I would be refunded respectively.

It was while speaking to this agent that he canceled my line and the call was disconnected.

SUMMARY OF COMPLAINTS
1 . Before purchase, I was told at the point of purchase that I could return the sim card within the first 14 days; after purchase, 1 of 3 agents I spoke to said the policy did not apply to sim cards.

2. Point of purchase agent and different customer service agents provided me with different interpretations of TMobile's Return Policy.

3. I was promised the sim card would be immediately cancelled the first time I called TMobile about it but, without my knowledge, it wasn't done.

4. I was debited $61.54; if I hadn't discovered this and called TMobile, I would have been billed for successive months even though I had already stopped using the sim card after 9 days only.

5. While I was talking to the TMobile agent, he cancelled my sim card and the call disconnected, thus cutting me off mid-conversation and preventing me from airing my grievances; I found this very discourteous.

6. Two customer service agents promised me that I would not get charged and that I would be refunded respectively when it was outside of their jurisdiction to do so.

Like so many others who have made complaints, I, too, have nothing to do with Vesta T-Mobile, but they have charged my credit with an $89 charge for top-up service for a phone number which is not mine. I disputed the charge on my Citibibank Mastercard, but the charge was eventually upheld in V T-M's favor. The "merchant's" bill was attached to an e-message from Citibank showing the bogus charge and phone number. I had to then sign an affidavit swearing I gave no permission for this charge, attach supporting documentation, and mail it to Citibank. Not only is it angering to imagine this cybertheft, and equally alarming to Google Vesta T-Mobile and see endless webpages devoted to their fraudulent activities and have to draw Citibank's attention to what they need to wake up to, but then to have to jump through hoops signing affidavits and jumping through hoops to get them to accept it. Still don't know the outcome, but it better be in my favor! Needless to say, anyone who does business with this bogus company must be a laugh at a used car lot!

Just wanted everyone to know how T-Mobile treated me.
I decided to switch phone companies, when I went to the new company they told me that my phone was locked. I went to T-mobile to get my phone unlocked. The first store I went to refused to help me, the 2nd store told me I owed a total of $330.00 and it needed to be paid before they could unlock my phone. I paid the entirety of the phone off. They told me that I was going to receive a code via email within 24hrs of paying the phone off. I waited 48hrs and received no email. I then called T-mobile and they told me I owed another $105.00 and in order for the phone to be unlocked it needed to be paid. I argued with the woman who kept changing the price owed so I finally caved and just paid the $105.00, but only after I was promised my phone would be unlocked today. They told me I would get a code by email in another 24 hours. So today I waited for an email but once again did not receive one. I called them back again and the guy I talked to told me it would be 2 weeks before I get the code. I asked to speak to his supervisor and he refused to let me talk to the supervisor and hung up on me So then I decided to go to the T-Mobile store located in Pueblo West where I was once again treated awful. I told the young guy working there that I have a business to run and he then told me it was my fault and how could I put my business in jeopardy? I was completely mind blown by his words and just left .I own my phone and T-Mobile is refusing to unlock it. This is the worst company I've ever dealt with. I am now 4 days without a phone and counting...

When I first purchased an LG it was 3 years ago and I got the original LG Stylo. I liked it so much that when my screen broke, I upgraded to the Stylo 3--biggest mistake I have ever made. While my original LG is still going strong with a cracked screen and all, my Stylo 3 started doing this weird reboot thing every so often, eventually it got to the point that whenever it came on it immediately shut off again. However, the battery said it was completely charged so I thought something was wrong with the phone. When I went to T-mobile and told the guy what was wrong, he said it was a reboot loop, so he replaced it with my warranty. Little did I know that the warranty only covered the front facing of the phone, not the battery or the back casing. I even asked the guy if he thought there might be something wrong with the battery and he didn't seem to think so. So, I lost more than 200 pictures and several new contacts because my phone wouldn't even start properly. So, my phone was replaced, but I still had the same problem with my new phone. Now I am talking to a new guy at T-mobile and he says, "It could be the battery" So, I ask him for a new battery, and check this-- they stopped selling batteries. So, I go to batteries plus and they don't have one and want to charge me $40 for a new one to be shipped. The worse part is that this battery is less than 6 months old. And then I learn that some of the Stylos were having issues with their batteries. If this is the case, why wouldn't it be covered under warranty? Also, why doesn't a cell phone store have cell phone batteries? Also, why the hell would my battery be bad after 5 months, when my old LG battery is still going after 3 years? This is BS! and I think everyone should know what a scam this all is. Not only did I have to pay $50 dollars to get my phone replaced under warranty when it was stolen, but then again $5 when it wasn't working, and they still didn't fix the problem! I think I am gonna go back to Samsung.

annoying male voice in greeting. ordered item did not arrive on promised day. awful hold music.
too loud country music. staticky. ear piercing. too long.
phone rep located my order via phone # i'm calling from but refused to give order confirmation without me saying my address to tell me if order arriving. they haven't said my address so there's no way i can steal anything. but it IS hassle for me to give my address.

T-mobile is the worst company I've ever gotten service from. I paid for a phone plan that was totally deceiving. Everything that was included such as unlimited data AND a working line, was not.
I initially called a few days into my plan to complain and I talked to people who hung up on me CONSTANTLY. It was hell, they'd ask all these unnecessary excessive questions to waste time, and each representative asked me a different set of questions. Some didn't require my name at all. Some wanted my name and last name. Most asked for my phone number, others - when I provided my number before being asked, would shut me up by saying they already know thanks to their caller ID. I initially had a $45 plan for a fixed amount of data, which wasn't working. Thankfully I was staying across from a t-mobile store so I could go in in person. The employee witnessed my lack of data for themselves, so they compensated me with an extended month and upgraded my plan to a $75 unlimited data plan. That's good customer service - satisfied the customer at hand by giving me a free month, but got me to pay $30 more than my initial plan the following month with the new upgrade.

Just like connecting to public WiFi when it shows full bars but doesn't load a thing, my paid for data provided by t-mobile wasn't working. After my upgraded plan, I never had a problem. Full speed too. I even relocated to canada for two months and it was still working perfectly fine. I have roam like home, so no extra charges. By default my phone will connect to whatever Canadian provider's reception I can catch best wherever I am. So it alternates. Still, it was working perfectly fine. Until I paid my new cycle of November, my data stopped working again, I went through hell on the phone with customer service. I got transferred constantly and hung up on. Sometimes it was 30 mins into the conversation, sometimes 2 hours. Nothing was ever noted on file so I'd have to re-explain from scratch constantly. Each representative would cut me off. Never answer the actual question they're being asked. When I became more pushy by asking why they weren't answering the real question, they would try their best to STILL answer without a real answer. After paying for unlimited data which didn't work, I got compensated $30. If you really think about it, that is not compensation considering my initial plan with a fixed amount of data was $45 which is $30 under $75 (my current plan). You can either look at it as the days I have left on my cycle as a fixed amount of data, or scroll up to when I mentioned complaining about lack of data with my $45 plan when I got compensated an extended month. Either way, I didn't actually complain about being given only $30 off my plan for data compensation. I was content after the hell they put me through. Then, my whole line stopped working! Meaning-I could not receive or send any SMS or calls. An even bigger issue than just having no data. This went on for about 4-5 days. I kept calling about it and still got hung up on. I was furious. They told me it was transferred to technical support and they'll figure out the problem within 48-72 hours although it might take longer. That was never noted on file! Two days later it worked and after going through hell with them on the phone, I didn't call back. Though it should have been noted and I should have gotten additional compensation.
My biggest pet peeve is taking time out of my day to call any customer service, or complaints. It's an unnecessary useless process that never actually gets any attention let alone dealt with. But then my bill cycle ended and I called in, got hung up again. Then spoken to rudely by a supervisor who didn't let me speak at the end to clarify. He told me that my account has been credited 3 times which was false. I tried to clear it up and he told me further requests for compensation will result in termination of my account. Incredible. The TWO times I did get compensated was only right. The first time it was not requested, I simply showed the employee and he saw for himself and compensated me. The second time I called to fix my data and actually offered to pay whatever the fee was to have a fully functioning plan for the coming bill and compensation for the "active" cycle at hand.