T-Mobile USA
Reviews and Complaints

From February 15th through March 5th 2017. I switched phone companies after not being able to resolve the problems I was having with T Mobile. Their customer service was very unreliable and misleading on multiple occasions. I was told a multitude of answers for the resolution of the problem of paying off my phone lease and purchase and I never received the same answer twice by every single person I communicated with. I was lied to by multiple representatives about having calls returned and emails sent for verification's that were never sent as promised. I was recharged for service that had already been paid. I was told the phone I was leasing had been paid off and that the phone would be unlocked by TMobile for use with any other company that sold service with the same smart phone. I was told so many stories by different representatives that it was exhausting. It wasn't until I threatened to contact my attorney that they finally validated the resolution by email to resolve the issue. I will never use TMobile again and I have been with them for many years. They are very undependable and misleading. I would never recommend using TMobile unless you get every single communication from them in writing.

As I was not going to have access to my phone, I suspended my account [protected] at the end of September, 2016. T-Mobile took an unauthorized payment from me in October which closed down my bank account. When I attempted to re-open the account in February, 2017, I was informed that they had lost my number and they wanted more money. I made numerous attempts to speak with someone about it and they promised to have a supervisor call me back. After six days of trying, they have still not responded and every time I call them, I get disconnected or misdirected.

T-Mobile is terrible and they are nothing but bunch of lazy scammers! They do not keep their promises and don't care about their customers! My phone was stolen and I reported that to T-Mobile. They asked for some additional information about the case and I told them everything and gave all the information I had. They said they'll call me back as soon as they think of something. Well they never called me back! I waited for over two weeks and contacted them myself and they said "sorry but there is nothing we can do to help"! T-Mobile is the worst provider ever!

Over the pass months I've been having complications with T-Mobile and their billings! Being a customer of theirs for more than 10 years, just having heart surgery and a son that suffers from asthma they just turned off my phone from T-Mobile broken promises, now we have no source of contact in case of an EMERGENCY. I had so many issues with my phone, T-Mobile representative gave me a second phone at no charge but yet I'm billed for the phone and now without service because they say I owe for the phone plus for the bill and the late fees, really? After speaking with you guys on a monthly basis, you making the decisions...now just before Christmas and in my condition you just leave us with no communication source? Told I would have to pay an enormous fee unless there would be no phone connection. Just having struggled through HURRICANE MATTHEW and just having HEART SURGERY why now T-mobile decides to come up with all these hidden fees and disconnects my services unless the high payment is PAID? After going thru 7 representatives this morning "December 2, 2016" through T-Mobile and spending hours on the phone, I get "Sorry ma'am, how much of this bill will you be able to pay?" You would have to pay $400.00 or else there would be no other option. Unfortunately T-Mobile after 10 years with you guys, I rather deal with a con artist on the streets than to pay a con artist "T-Mobile" which is suppose to be in business to accommodate their clients as long as the correct bill is paid. Check you employees and the broken promises that have been made each month I contacted you. Isn't every conversation recorded? Go back and double check what was told to me and abide by that before you leave us helpless without phone communication. "T-MOBILE YOU SUCK!"

I will be reporting to BBB, The Complaint Board and [redacted]! After coming from Verizon 3 months ago my bill has been $50.00 more a month than quoted. I sat on hold for an hour, was hung up on twice, and was never given a supervisor as I requested. From the start I had faulty equipment, had it replaced with faulty equipment, then ended up having to pay for equipment that was supposed to be free. I have a long history of customer care and have never treated someone like I've been treated. And my bill is still wrong! Very disappointed!

I think that is more easy to understand the issue putting the conversation and all steps did,

4 DE OCTUBRE DE 2016 21:17
Hi, I am using this form to try that one person help me

Hi, Briggie! You've reached out to the right place! 🙂 We are here to help you! What's going on?

let me copy my prior conversation, maybe gave you an idea
Ryan L: Hi, Brigida. I see that you have a concern regarding an issue you filed. Can you tell me more about it?
You: Honey hi, since the last Saturday, I am having problem with one of the phones, exactly the Galaxy
You: It supposes that today call me back and until this hour any person call me and the phone is not working
Ryan L: I see, thanks for letting me know. As I can see here, the last representative that you have talked to already performed the master reset with you is that correcT?
You: yes
You: and the phone is not working,
You: yesterday in the afternoon, spoke with Jesus C, technician an told me in 24 hours will have an answer and this hour, he never calls me.
Ryan L: I see, I'm so sorry about that, can you tell me the main issue of the device?
You: Ok Ryan, The phone stop working Saturday, one represent indicate me to re-start and wait 24 hours(Saturday). Wait the time and longer,
You: Told me needs to go to the store, my husband went and the lady requests the ticket and 50 dollars
this is a new account

I hate to hear that you're having issues with your phone! We definitely want to get that up and running for you as soon as possible! Would you mind following this link https://tmobile2.secureauthentication.com/facebook and letting me know what was going on with the device? I'll see what I can do for you! *KatW
tmobile2.secureauthentication.com
tmobile2.secureauthentication.com
I did, can have the option to verified?

Thanks for doing that for me! 🙂 That helped me verify your account! 🙂 Would you mind telling me what happened with yourdevice? *KatW
Ryan L: Don't worry, let us process it right now so you will be able to have a working device.
Ryan L: Can you provide me the IMEI of the device, please?
Ryan L: That is located at the back of the phone by removing the case and battery and also can be seen on the box of the device.
You: Really, GIVE ME A TIME
Ryan L: Sure thing.
You: [protected]
You: I gave yesterday to Myrelle, and also to Jesus
Ryan L: Thanks for the information, still running it in our system.
You: plan start date- June 30/2016
Ryan L: May I ask where you have bought the device?
You: The device sent me via fedex= Tmobile
Ryan L: Thanks for the information, please hang on.
You: ok
Ryan L: Thanks for waiting, Brigida. I hate to be the bearer of bad news, but while processing the exchange and checking the device order, the device is not directly supported by t-mobile. But don't worry, you can still file a warranty exchange, but you need to contact Samsung directly to process it for you. Here is the number to call: [protected]
You: honey this account is new and t mobile send me the phone
You: really, do you know, I will cancel my account and I will come back att
Ryan L: I do really understand that, Brigida. No worries, even thought-mobile can't process an exchange for you, the device is still under warranty through Samsung. So sorry about this trouble, Brigida.
This is my conversation
Really, I surprised, never think that I will have problem
Ryan L: I wish I could do more and process this for you, Brigida, and we don't want you to feel that way. The device is still under warranty and you will still be able to process warranty since the device still has a warranty, we just can't process it through our end since the device was processed indirectly through a different medium for ordering. No worries, you can process a warranty exchange directly through Samsung.
You: Ok Ryan, Thanks, I will contact Samsung but also If I am paying monthly to TMOBILE for the phone, why is the reason which I need to contact Samsung if the phone is not complete pay, I am paying 5, 99 each month for it to T-MOBILE
You: AND ALSO WHY DO NOT tell ME ANY YESTERDAY
You: I HAVE NOW 4 DAYS WITHOUT the service and I am sure that TMOBILE WILL CHARGE COMPLETE

Thank you for sending me that conversation, Briggie! I definitely see where you're coming from and I want to get this phone working for you as soon as possible. I see that they were trying to do a warranty exchange for the device, but I need to know why the phone isn't working. Is it not turning on? Is it freezing on certain screens? Let me know what's happening with the device and I will get this fixed up for you as soon as possible! 🙂 *KatW
Not, the phone stay on the white page that said mobile and vibrate, that its

So it's freezing during boot up? *NathanB
The tech of TMOBILE told me to re-started
and after that do not do any
and now request I need to call to SAMSUNG when I am paying monthly for his phone to TMOBILE
My husband has a medical condition and needs his phone, and now any person helped me.
I frustrated

The last thing we would want is for your husband to be without a way to contact you with a condition. We’ll resolve this together. When is the last time it was able to fully boot to the home menu? *NathanB
Saturday

is this the IMEI number for the device? [protected] ? *NathanB
yes

Thanks, we’ll get this taken care of. I'm going to need a moment to access the account. I'll be back momentarily. *NathanB
sure!

Are there any cracks in the screen? any major drops or water damage? *NathanB
no honey

Okay thank you so much for working with us here in T-Force, I appreciate your time 🙂 Let me go ahead and process this exchange for your real quick. Give me just a second and I will send you some disclosures I will need for you to agree to here in just a second. *DarlonL
ok

Okay, Briggie. I am sorry for the delay, I am not able to process the order normally through our system. I am having to escalate the process to our business support team where they will process the exchange for you. It can take anywhere between 3 to 5 days for them to process the order but I will express the shipping for you at no cost so that it gets to you as soon as possible! *DarlonL
OK
THANKS, PLEASE CAN YOU PUT A NOTE IN THE Tmobile system, please!

Absolutely Briggie! I have everything notated within your account so that there is no more confusion here for you! 🙂 *DarlonL
and also, please put a note in the system because I think TMOBILE needs to give me credit for out of service of this phone.

I can absolutely put that within the notes for you! What you'll want to do is just contact us when you receive the replacement phone and we can go over that information with you 🙂 *DarlonL
ok
Sure!
Thank you so much, I hope that all the person has the sane engagement with customer service as you and the prior person!
Because of my last experience since last Saturday, really is not the best, one more time, Thanks a lot!

Not a Problem! We are glad to help if you need anything please let us know T-Force is here for you anytime. 🙂 *YordanP

Today October 12, I do not receive any, when I entered to check the bill until today, show that I do not have any problems and both phones is working properly and to complete, they offered me that they will pay the charges and last bills of my prior company ATT in 8 weeks effective June 30, 2016, until today do not pay ATT and when I checked the status, do not recognize my information

I brought my samsung galaxy s7 edge not even a year, the back of the phone lifting and not even work any more. I called for replacement, the customer service told me when I got the phone is brand new how can it turned out like now. My answer was maybe the phone is hot during charging and that is happened. It was lucky that is not exposed. My phone is not even year and it is still under warranty also I have insurance for the phone, I don't called for claim the phone if working fine . I have no phone to use when it happened like that. They came up with a stupid solution sent a replacement phone that is samsung note 3 that I had 3 years ago, not the samsung s7 edge that is damaged

We noticed 4 unauthorized charges on our bank card by vesta who will not help or refund the money. They keep on asking for our card number which we didnt have because our wallet was stolen... We have called t mobile and vesta and no help what so ever. Horrible customer service. Be carefull ! these are liars, cheaters, and they steal peoples money...

I bought a new Samsung Galaxy S7 Edge phone from Tmobile, and i received a phone with a cracked screen.T mobile promised they will replace the phone and then changed their mind.They said it is to late and cannot do it. I show them it is within 14 days and they have to replaced it.Spoke with multiple customer reps, last one being Tim 53410 ID, called me from [protected].

Address where business is located : T-Mobile US, Inc. 12920 SE 38th St Bellevue, WA 98006

I returned a replacement phone that was sent to me by T-Mobile, because Apple exchanged my faulty i-phone for no charge in the store. Called T-mobile and was instructed to return the replacement phone in the original cover. So I did, using UPS as instructed, got a delivery receipt. Nonetheless, T-Mobile charged me $540 restocking fee claiming they did not receive the phone. All my efforts to speak with an agent lead nowhere. They come back with a standard line saying they don't find my phone -- while actually they need to look for their replacement phone instead. For now, stuck with paying $540 for something I returned and have proof that I returned. Is court the last resort?

It took me almost four hours to complete their ridiculous assessment. I did a great job, however! Days later they sent me an automatic email reply "while there wasn't a match between you qualification and this role, we hope you'll keep exploring our game changing opportunities." There's no option to respond whatsoever.

What a bias.

I am tech smart, i have a technology youtube channel and i've been fixing phones for years now.

I also have a computer science degree. If I do not qualify, then who does? They need to be scrutinized properly. You can't waste someone's time like that.

Purchased 3 devices during 2015 black Friday sale. 2 Samsung Galaxy s6 rebate stated 250 Costco cash card for each phone and 25 cash cards for each device. Waited the full 14 weeks to finally receive the three 25 cash cards but nothing else. Went online like directed to Stuart Lee rebates and file claim to no avail it was the most incompetent website I've ever experienced with no human contact and an automated response.

Called original store to ask for help didn't get far. Went to local store and customer service was a complete joke guy stated there were no rebates in those amounts during the time, insinuated I was lying about all of the amounts. I wouldn't leave so he eventually did his job to look up the rebates and found, ta- dahhh alllllllll the rebates I stated were there in bold. He then claimed he didn't know how to do an escalation for the cash cards to come back and see his manager a few days later. ? So I come back and am hit with the same hostility from the manager Jesse (I have several anxiety so u can imagine what a nightmare this all is to BEG for my money back.) Once again he finally agrees to do his job call the original store and ask for the 250 for each phone to be escalated. I heard these words ok. So he says it's done I'll receive it in the mail. No he can't tell me when I'll expect them...lol I received them a month later at 225 each.

Serious? when will the madness stop? I go back to the forsaken store talk to a new guy because the other guy (no the the manager) refuses to acknowledge me. He then is the literal worst experience and actually argues with me that I'm wrong the amount was never 250 there were never rebates for the 25 cash cards off any devices, then says well u got ur money the 225 plus the 25 cash cards equates to 250. I explode and tell him all of u are treating me like I'm trying get to steal money when this was in ur black Friday sale! I just want my money back I'll never do business with u people again. So he calls the original store to go ahead and complain about me in the face to the manager who agrees that I'm already up to date with my amount and they can see if 'they' can escalate my request. The ridiculous part is nobody ever disagreed about the 250 amount due until this last guy, who mentioned that their rebates papers changed in November.

So all in all this is the worst scam ever and I'll be contacting both stores dm to make sure they understand the importance of customer service and lack thereof. I can't believe how I was treated.

I regret that I've decided to switch to T-Mobile, the whole thing and their service, everything is terrible. And when I really needed to get some help and advice from them regarding my bill they did not help!
I actually spoke with three different reps and no one was able to help me, or how should I tell, no one wanted to help. Every time I called they promised my issue would be resolved, but it wasn't.
I'm very disappointed with T-Mobile and I guess it's time to think about switching to another and more reliable company!

I cancelled the T-MOBILE account and returned a new tablet within 4-5 days of purchase. T-MOBILE threatened collections and refused to cancel / credit account.

I told T-MOBILE they will make my FDCPA Fair Debt Collection attorney very happy.

T-MOBILE claimed $0 balance now.

FDCPA attorneys are listed on http://www.consumeradvocates.org/find-an-attorney (this is a personal reference - I have no affiliation with this organization).

None of the information contained herein is construed as legal advice. It is highly recommended seeking advice from a licensed attorney.

This company is the worst ever! They charge me as much as they want for no reason! At first I thought there was some sort of mistake, but then I received another bill of $250. They never said that I will be charged extra for any changes I made. I contacted their support many times, and things they said made no sense. They said that I was charged for international calls. What calls? Their costumer service is absolutely disgusting and disrespectful! These people are not human! I am changing my phone company! Stay away from T-Mobile.

T mobile is the worst when it comes to customer service. I signed up in October 2015 online by purchasing 3 phones. The next day after receiving the phones by mail we stopped by a T-Mobile store and picked up 3 new phones to replace the 3 we got online. We were told to mail the phones in which we did. Later we were told that they did not receive the phones and began charging us for 6 phones. My wife had prolonged call with them and they first told her they did not receive the phones and then later told her that they did and would discontinue the charges. Now here in February I noticed that they started charging us for 6 phones again in December 2015 and January 2016. I called the office on February 11, 2016 and was told that they never received the phones that was returned in October. They were rude and then I was put on hold for over 20 minutes by a 2nd person, then a 3rd person came on the call and asked me can she help me. At this time I could not believe it since she had no recollection of any conversation I had with the other 2 individuals and thought I was just now calling in for the first time. Once this issue is resolved I will have to consider whether I want to just pay the balance of what I owe on these phones and get away from T-Mobile. I was with Verizon for years and their phone customer service was great even though the plans were high. If I had read these complaints on this web site first I would never had purchased phones from T-Mobile.

Bought LG450 phone from T-Mobile on 1/23/16. After over 2 hours on the phone with techs from T-Mobile and LG found out that there is no way to turn off the vibe feature when placing a call. When I call someone I get vibration on my phone before they answer. Extremely annoying and found out today, unchangeable. To return a $60 phone I have to pay a $50 restocking fee. I'm retired and living on low fixed income and the $60 I paid for the phone is all I can afford. PLEASE tell consumers about this annoying feature that cannot be changed before they buy the phone. Had I known I would not have bought the phone. Now I'm stuck with it.

VERY dissatisfied with this phone and would not recommend it to my worst enemy. Who came up with this idea? (vibration when calling someone) CRAZY! They need to be fired!

Please let me know if there is a solution for this problem.

Donna Baransky
[protected]
T-Mobile Customer

I called to have my daughters phone deactivated, because it had been stolen and asked when she received a new phone could the plan be transferred. The representative said it could. I called this month to have the plan transferred and T-Mobile wanted to give my daughter $23. Well, I sent a complaint to the BBB. Love in the T-Mobile executive office called 11/10/15 and I return the call asking that she call me earlier in the day as I worked late in the evening and would not be available. She did not. Love in the executive office of T-Mobile called saying she was sorry for calling so late even after I asked that she call within a certain time period. I called her at 9:45 am the next day as we agreed and guess what. She did not answer the phone. I left two more messages and still no return calls. T-Mobile customer service is terrible and their executive office is the same. I will be taking this to the next level to make sure my daughter gets her plan transferred to the new phone.