T-Mobile USA
Reviews and Complaints

T-mobile is the worst experience I've had in a wireless carrier, they rob you blind by charging you more money then you agreed in your contract and they rob you blindly every month with 20$ restoration fee. Plus they have the worst customer service ever, they are rude, arrogant, and will hang up on you multiple times.
And they have been robbing me blind each month with bogus charges and service fees, I feel like this has been happening for too long to too many people and it need to stop.
WORST WIRELESS CARRIER/ CUSTUMER SERVICE

A warning for anyone ordering on-line. T-mobile showed me their poor business practices before I even received my phones. I owe them a huge debt of gratitude for doing this before I was activated and locked in!

I placed an order on sunday, 08/10/14 for two phones and new service. I'm building credit, so I was charged a deposit and a portion down on each phone. No problem! I put in my debit card number and electronically signed my agreement. Total charges were $222. Monday (08/11/14) , I check my bank and notice that they only placed $156 on hold. I called t-mobile and was informed that they place a hold for any amount between $1 and the total amount when I place the order, then they will authorize the remaining amount when the items ship. Doesn't really make sense (Why not just authorize the entire amount to begin with?) , but that's fine with me if it doesn't give them issues.

Tuesday, 08/12/14, I log on to (Eagerly) check the status of my order to find it has been cancelled. I call and, after being transferred three times, the customer service rep tells me that my card was declined and they had to cancel my order. I asked them what amount they were trying to charge my card for that day and he states that they attempted to charge the full amount of $222 and it wouldn't go through. I explain to him that, of course, it wouldn't go through because they had already placed a hold on $156 in my account and the full amount was no longer available. I told him that I was told just the remaining balance of $66 was supposed to be charged and there was more than enough in my account to cover that. He told me that they typically "cancel" the hold and then just charge your card for the full amount and that he has never seen this be a problem. He also stated that once an order was cancelled it cannot be uncancelled, they would have to create a whole new order and charge my card for the full amount. I explained again that I didn't have the full amount because they had a huge chunk of it on hold. He stated the only thing I could do was wait for my bank to reverse the hold (Which he promised would happen within 24 hours) and then place the order again.

After the amount was still not released today, 08/13, I called the bank to see what kind of time frame I would be looking at and they told me it could take up to 5 business days for the hold to expire and the funds would be available to me the next business day after the expiration. So I am now sitting here with no phone and no ability to get one all because t-mobile couldn't just authorize the full amount and then submit that authorization for settlement.

On a side note - I did a search of "t-mobile order cancelled" and found several sites with strings of complaints about this very issue. Many of them were already existing customers and funds had been held twice.

Thank god it I didn't have enough funds sitting there for them to charge me again! I could just imagine my rent check bouncing because t-mobile decided to double dip!

So as of today, wednesday, 08/13, I still don't have the funds returned to my balance and I can't even submit an order for a phone line anywhere. The funds could be returned any time between now and next week.

Tmobile talks a good game. But their service is so dramatically inferior to virtually any other carrier, it is like an obscene joke - on you.

We knew there would be no coverage at our home. The map showed coverage within a half mile. More like several miles. Our town of nearly 10, 000 people has literally a few locations where network coverage is available, at any speed. In the Portland metro area, 4G coverage is limited and in Salem, the state capital, mit is virtually absent.

If you are in rural areas, expect no coverage most of the time and no network coverage.

The only hope for Tmobile to improve this is for another carrier, one with bandwidth and service area to take them over. That apparently will not be Sprint or ATT now.

Dropping Tmobile. Phones are compatible with ATT service. My last trip through central California, Reno, Nevada and central Oregon yielded no cell coverage about 60% of the time. Navigation and internet was mostly useless, as there was no network coverage.

If you want cheap, then go Tmobile. If you want decent coverage, go just about anywhere else. A $500 cellphone is a handy paperweight without a decent carrier.

Finally, Tmobile reps in the store repeat lies and myths about their coverage. I had to resist speaking up when I saw new fish on the hook with fairy tales about how much better their coverage was than the big guys. What a pathetic bunch.

T-mobil bad experience: after being with them for 5 years one of my daughters lost her phone, as I pay for insurance I called them; they disconnected her phone and authorized shipment of another. Same day "saturday" she found the phone, we called back they said to call on Monday as it was Saturday and the warehouse was closed. I asked her phone to be unblocked as she found it, they would not do it. They explained it was fraud and until I had proof the shipment was stopped... or they got it back they would not do it. Mind you the phone’s price was $150, their deductible was $100 so I told them they should just charge me another $50 and re-connect the phone. They would not do it, I expressed my discontent at the high cost of the insurance deductible, 2/3 the original cost. This is not doing a service to their customers. I had to call and say I was taking my 5 phones business elsewhere for someone to come on the line and say when I denied acceptance of the shipped phone with a tracking number they would connect it. All this happened on Tuesday 5pm; otherwise they would not have connected it until it got back to the warehouse on Thursday. Incredible inept even criminal way to treat their customer, oh yea, on Monday I called 8am as instructed by then the phone had shipped next day so again my daughter who is on the road all day with her own phone could not use it.

I have tried to refill my number for 4 times and they all failed.
Since the first fail, my husband and I have called t mobil more than 10 times about that.
I did everything they told me to do. I called the bank, I refilled by different credit card from different bank with different card owner, I refilled by calling *233. Those all failed. I asked them if anything wrong with my number, they said my number is ok.
The representatives, i am sorry to say, are helpless. They made me wait for long time, transferred me to another line, told me another number to call( which even didn't have representative and I was told it's free but the call charged my last 0.33 dollar), let me call other company. They can not even check there are refilling history even after I tell them the order number. I feel so strange, is there any procedure to deal with those unsuccessful refills, why they even can't check the basic records with the order number?
The thing makes me very upset and bothers me a lot.
I am now with no balance at all for more than 10 days. It's really inconvenient. I can't receive call or text. What about if emergency happens?

The customer service at this store is terrible. Absolutely terrible. I used to love going to this store, except this time no one, and I mean no one, knew anything and no one bothered to help me purchase a samsung note 3 ($750+). Especially reagan - the so called manager - was so incompetent that she couldn't even remember what her sales associates told her and me. I was working with daniel (Dan) , who was very nice and accommodating. He called an lsr (The customer service that sales associates call) , and the lsr told him to call him back. Except after dan left, no one at the store wanted to call the lsr back, even though I asked politely several times. Finally, a different sales rep told me to call a csr (Customer service rep) , which I did, and I got my credit pulled, and they told me that they just needed a phone to activate, and wished to speak to a store rep to get my account ready to go. However, the first sales rep, jason, who spoke with the csr on my phone, was extremely rude to the csr, and ended up handing my phone back to me when the csr was in mid-sentence. Upon contacting the manager, reagan, she refused to speak to the csr, stating that the employees had to use the lsr line (Which she also refused to call back even though the lsr told the store to call her back). Reagan ended up asking me to leave, even though the csr had to wait for her for 10 minutes - a whole 10 minutes! I immediately called corporate and filed an incident report with several executive customer relations coordinators (Ecrc) , providing the store number (#0708) and the employees' names (Reagan and jason). The ecrc asked for reagan's employee id, but she refused to give it to the corporate customer coordinator. The ecrc then told me that a investigation would commence at this particular store for "customer service failure". I will continue to contact further corporate executives until I can get my problem fully resolved. I cannot believe the csr and the ecrc whom I spoke to had to apologize to me profusely and suggested that I tell my friends to not go to this store again. I am shocked at the lack of customer service they have, and I will definitely continue sharing it with everyone I know. I can't believe I was about to pay them $800 for a phone and plan when they can't even treat their consumers with respect. I will also be terminating my contract soon, since I have lost respect for t-mobile as a corporation. I do surely hope the sprint merger can help this lost soul.

Store information from:
State of california department of consumer affairs
T-mobile #0708
Assurant
11222 quail roost dr. Attn: licensing
Miami fl 33157

Registration s 15997
Receipt no. [protected]

Address:
3995 alton parkway
Irvine ca 92606

Valid until march 31, 2015

I am becoming VERY frustrated with your company! I
cancelled my service in December and I am STILL experiencing horrible service
with TMobile.

I was told by TMobile supervisors that because of all the
issues I experienced with your company I could cancel my service and not be
charged a cancellation fee. I was also told that as long as I return my phones
my entire balance would be forgiven. I sent it UPS so I could have a tracking
number, 1ZA552X40309150387.

I
returned my phones mid February. I called to find out what the next step would
be. I was told, and someone also sent this in writing, that your company would
contact me to let me know what my balance would be. I was told that processing
the equipment would take up to 30 days.

I
never received an email from TMobile. I never received a letter from TMobile. I
never received a text message or voicemail from TMobile. The next thing I
received was a letter in the mail from a collection agency telling me that I owe
money. How is that possible when you never told me what my balance would be
AFTER the return of the equipment?!

I
called to find out why you never contacted me and was told to call the
collection agency. I called the collection agency and they said they don’t have
specifics about cases. I called you back for an answer and was told that
because you did not contact me you would retrieve my account from collections.
I called a couple of days ago and you DID NOT retrieve my account. In fact it’s
still in collections. And now I get an email that you cannot track down my
return.

I
think it’s bad business, horrible customer service and just underhanded that
you would tell me to return my equipment, wait 30 days, send it to collections
and STILL tell me I owe a balance.

RESOLVE

1--I
want my account taken out of collections since you never contacted me to tell
me you received the equipment nor did you contact me to tell me what my new
total would be after you received the equipment.

2—Considering all the mistakes, misinformation and horrible
customer service I want TMobile to accept my equipment and credit me for it
meaning I want a zero balance. I will not owe you any money for anything.

3—I want to receive, IN WRITING, that you have credited my
account and I do not owe you any money.

Worst customer service. My sister passed away on 11/27/13, we needed to cancelled her number for which I sent the proper documentation and no one can never find it. I took it personally to one of the branches. It seems like the operators don't record information appropriately, because every time I call I have to repeat this unfortunate history over and over again. My sister had my mother's phone number on the same account, reason why we needed to have the account adjusted and named accordingly. This hasn;t been possible, I been given three different emails, and apparently is a ghost department because nothing is ever done. Today I am going to pay for the unused line once again, and if possible take my mother's number to a different company. I was told I would get a credit on over payments, but with this poor recording and follow up that would be considered a miracle to see it.

I was planning a trip to Mexico and I looked around for the best rates. I talked with someone at t mobile over the phone and reps at 2 different stores and they said 20 cents a minute, unlimited Internet and unlimited text to call the united states from Mexico. When I arrived in Mexico I received a text that said it cost 1.79 a min. To call the US and 50 cents for text messages. After speaking with someone in the prepaid department for about three hours about this situation...in which I suspect the manager handed me over to his subordinates who subsequently pretended to be supervisors...they offered me the following...switch to another plan where it is 20 cents a minute to call the US, acquire a t mobile SIM card, which I will get back to, and receive a credit of 90 dollars for the money I had put into prepaid plus the cost of a sim card. The SIM card situation was an unnecessary goose chase...t mobile does not exist in Mexico, and neither does their sim card, which I did not need. I got a sim card for movistar, a local network, which the phone rejected. After many calls back and forth, I spoke with folks this morning who claimed they switched over the account, activated the sim card that was already in the phone, but they said that they could not apply the credit because it was in the other department...prepaid. prepaid said that when you canceled the account that there was not record of the notes, which another postpaid rep pulled up for me later. I was handed over from prepaid to postpaid like a volleyball and was either hung up on or the call was dropped multiple time. niether can I access chat support on the internet, I keep getting kicked off of that as well. I have spent over 5 hours talking with these people, and I will not give up until this situation is resolved to my satisfaction. Also I have gone on line to try to fix this problem but folks disconnected the chat twice claiming that I was not there when I was.

Disappointing, I can relate. I purchased the LG Optimus L9 P769(t mobile prepaid wireless) from best buy Jan 2013 for my husband George Williams. My husband thought the phone was the best for the bucks only paying $200. Than about a month ago, give or take, he tried to power the phone on and got nothing but a black screen with no response at all. Because the phone was still under warrenty, per the instruction on the best by receipt, I was to call the manufacturer T mobile. I contacted T mobile customer service and in formed the rep of the issue my husband was having, the phone was not coming on when power button pushed. The rep tried to troubleshoot the phone, along with trying to do a reset. Nothing worked phone still would not power on. The rep then informed me, I would have to return the phone to t mobile and a replacement phone would be sent to my husband, which was ok. The rep stated to remove the sims and memory card and any additional personal items that have been added to the phone, and return to the address given me making sure insurance and tracking number was obtain when returning phone and it would take 5 to 7 business day. All this my husband did, and after taking more than 5 to 7 business day, we received the replacement phone, minus the battery and back cover. When I called T mobile and informed them we had received the replacement phone but my battery and back cover was not included, they inform me I should have taken the battery and the back cover off the phone before returning for a replacement phone. I informed the t mobile rep that this was not made clear to me in the instruction by the initial t mobile rep I spoke to when getting direction as to what I would need to do in order to get the replacement phone. If the rep would have included the back cover and the battery with the instruction to remove the sims, memory card and personal additions I would have kept my original battery and back cover and would not have returned with phone. My understanding of a hule phone is to remove the sims, memory card and any personal additions, because this contains, your personal information, data etc. I ask if they could send my original battery and back cover I sent in with the replacement phone, and the rep informed me to hold on while she sent the request for my original battery and back cover to be returned to me, the rep never came back to the phone. I hung up and called back a rep then told me they would not be able to send me my original battery and back cover, that would have to go and buy a battery and back cover and they would give me credit on my husband prepaid account, which I felt was very bad customer service that we had to be out of money for fell to do correctly, but not totally explain to me what a hule cell phone consist of. because I thought removing the sim, memory card and personal add on was a hule cell phone. My husband than asked to speak to a supervisor and a Rosalee R if that was even her correct name, and she directed my husband to go to a t mobile store and once he get there give her a call as if she would have the store to issue us a battery and back cover. Once my husband got to the store, went thought the detail given to him by rosalee R, only to be told by the agent at the t mobile store they no longer sale the battery or the back cover because they are obsolete. my husband left store came home called t mobile customer service again only to get another rep that said she was sending out a request for a investigation, that would take 72 hours, for them to tell t mobile what they would be able to do and they would email me I thought after 72 hours with a update. 72 hours has passed, I called to follow up with a customer service rep who told me there were no new update that once a update is received t mobile would email me. to date 10/20/2013 no email with updates on this investigation has been received and investigation started or was requested 10/15/2013. The customer service we received, especially being that my husband has been a prepaid customer for many years with t mobile, was very disappointing and make you feel as if you have invested too many years with this prepaid provider and that I made the wrong chose when purchasing the t mobile Lg optimus l9 p769pur

I have been having issues with T-Mobile since May of 2012. My family and I have been a customer of T-Mobile for about six years now - never had anything bad to say before this incident. Back in May, I went into a T-Mobile store and wanted to upgrade my phone. I knew I wasn't eliable for it yet but because I knew one of the employees, the manager said he would help me out. He told me that if I changed the account and put it into my mothers name and also change the phone numbers, he would wave ALL OF THE FEES, which would allow me to get the new phone at the discounted price. Since he was a manager and had actually done the same thing for my cousin and friend, I agreed. I was told to just finish paying off the remaining balance of the old account and that would be it.. WRONG! About a month later I received a statement from the old account, stating that I owed T-Mobile over $900 due to cancellation fees and god knows what else! When I tried to get in touch with the store that sold me the phone and helped give the "discount", the manager who did the transaction for me no longer worked there (how convienient). I have called both T-Mobile customer service and the store who sold me the phone countless times - none of which have ever actually returned my calls. Because I refused to pay the balance that T-Mobile was charging me, it got sent into collections. Now they are saying I am responcible for over $1, 200 worth of charges. So, my credit is being chewed up into very small parts at the moment.

I have kept a detailed timeline of every single person I called and spoke to and on what date I called them. I have been trying to resolve this issue since I received that first statement in the mail. T-Mobile does not know how to train their employees and it comes at a cost to customers who have been loyal to their company for years! Be careful of the deals and discounts T-Mobile promises you. As soon as this entire issue has been dealt with, I am switching phone carriers ASAP!

Just an update - my case has now been sent to an attorneys office who calls me every single day.
BEWARE OF T-MOBILE!

I have a contract phone valid until Sep 2013 and my phone stopped working in the first week of june 2013 .I have called customer service(call centre I guess in Phillipines) many times and the people are nice on phone but not have all information how to assist customers as always they have 1 answer "The Problem has been escalated to the appropriate department and will be rectified within 1 week and you will receive email/post " and still nothing happens I call back again another staff told that he will have to contact Motorola to assist as he is not sure "Please allow 20 days time to get your phone working as our technical team will fix the issue "
And again and again same story finally on 1aug 13 i spoke to Kay (number 1166-is suppose )Although initially i requested to be put through to a manager or someone in technical department or alternatively direct me to someone who has authority but she refused and definitely seemed to be showing confidence but after going through all story a quick reply comes as "The problem has been escalated to the highest authority-( perhaps to T-Mobile CEO I think )we are waiting for further updates .On this occassion I lost it and asked to be put to a Manager or to be directed to Uk office /complaints to which her reply was Manager and my self we are capable of handling all complaints and when i insisted again the reply was simple-"manager is busy on call and so There we have an Un Reachable Customer services Manager /Department and not very helpful service provided by T-mobile has kept my status Un-Reachable to any of my Friends & Family -THanks to T-Mobile...Interestingly I was charged £55 on recent bill while I was unable to use my phone from 2 months and my contract was only for £25 anyways so T-Mobile charges customers for Not using phone services...Really Great service and one of UK best service providers Ha Ha Ha Jokers ..., ...

Description of Complaint:

tmobile deducted a 1 payment that i approved on 7/16/13 by visa/debit card. i reluctantly agreed to the balance to be deducted from my account on "7/30/13" only, by visa/debit card. tmobile deducted the secondary payment "without consent" using my visa/debit card information that was not supposed to be deducted until 7/30/13. this unauthorized debit caused extreme nsf fees in excess of $350.00 (to date) and tmobile still has not credited my account the credit $450.00, or nsf fees of $350.00 (as of 7/23/13), that caused me to be unable to provide food for my family since 7/16/13. i have called tmobile every day since 7/16/13 and i was told $450.00 would be credited to my account on an expedited basis, and the nsf fees of $350.00 (as of 7/23/13) would be credited after they receive a fax of my bank statement by me and the credit would be processed to my visa/debit card/checking account on an expedited basis. i am able to provide my bank statement sheet reflecting my nsf fees to date once the credit of $450.00 is issued because additional nsf fees will continue to accrue at $35.00 each. **no credit of $450.00 has been received and now it is 7/23/13!**

Desired Settlement:
Refund

Desired Outcome Description:
$450.00 refund, nsf fees to be refunded, financial penalties be awarded and credited to my account, and my visa/debit card info removed from tmobile, only after the credits are issued and posted to my account, so tmobile doesn't charge my account again without approval and my consent.

If you are considering switching your cellular plan to t-mobile, please read this first… make an informed decision prior to locking yourself into a 2 year contract! Once you hear my experience with t-mobile, I think you may reconsider! I have been a customer of t-mobile’s for approximately 2 years. I have 3 phone lines and my contract is up next month. Needless to stay, I will not be staying with them. They try to sway you with plan pricing but the customer service they display is not worth it! From the beginning it was nothing but problems. When I signed up in a store, I purchased the galaxy ii phone. In less than 12 hours, the phone stopped working. I went back into the t-mobile store (Greeley, co) the following day and was told they didn’t have another one to replace it. Instead, they called the other store located in town and sent me over there to get a replacement. When I got to the other store, I told the assistant behind the counter that I was there to swap out my phone and that a sales clerk had called over to make the arrangements. Instead of asking me my name, she immediately insisted that they didn’t swap out phones because the store I had purchased in wasn’t a true corporate store and that no one had called over. I was somewhat taken aback and tried to explain to her that I was standing there when they called. In a complete professional manner (I’m being sarcastic) , she told me I was lying! Not being sure what to do with this, I asked for the manager. The manager came out and once again I explained why I was there. With the first assistance lingering over his shoulder, she kept cutting me off and again called me a liar in front of the manager. He did nothing except to tell me that no one called over and they didn’t make such arrangements ! There were several people in the store! I was completely humiliated! Instead of adding to the scene in front of me, I decided to leave and went back to the original store. When I walked in I was immediately greeted at the door and told that the manager from the other store had called over and they confirmed my story. Instead of getting an apology for the humiliation I endured, I was told they would order me a new phone and I could pick it up the following day. This was just insult to injury! The next day when I went to pick up the phone, I was told they gave me a $20.00 credit for my inconvenience. Really! First off, I didn’t ask for any such credit and I don’t think $20.00 covers the humiliation and degradation I went through. High in sight is 20/20…. I should have cancelled my service right there! However instead of making a bigger deal of the situation I decided to let it go and went on my way.
Over the course of the next few months my phone quit working several times. The volume would go in and out, the navigation wouldn’t work, I couldn’t access the internet most of the time (Unless it was a built in app that was already downloaded on the phone) , the speaker phone wouldn’t work…. I could continue for an hour with countless of issues with the phones but i’m sure you get it! After several calls and several replacements, t-mobile told me there was an issue with the software with the galaxy ii and told me they would send me a different phone that was equivalent to my purchase. Resigning myself to exhaustion over the whole deal, I had pretty much given up and accepted. In my mind I thought t-mobile would do the right thing. Boy was I wrong! When I got my replacement, a & ldquo;my touch” I quickly realized they sent me an older / outdated phone. So much for it being & ldquo;equivalent”…. Due to the model being outdated, they didn’t even sell screen protectors or cases that fit the phone! To top it off, I can barely access the internet! When i’m in my car and I need to look something up, i’m forced to either call information to get a number (Which i’m charged for handsomely) or I need to have someone else around me look up the information for me…. What a joke! I can’t even read the news on my phone! If on the rare occasion I do get online, it takes approximately 30 minutes for it to connect! So much for a smart phone….. T-mobile has sent me back to the dark ages…..
With all the phone issues, there also come’s several billing problems. It only took about 15 calls or so to get that right! At one point, when the phone was at one of its better states (The issues came and went) , my daughter went into a few of the apps and I was charged several fee’s for them. As this was not t-mobile’s responsibility, I paid the bill without question. I did however call t-mobile and request a block be put on the phone to avoid this in the future. I was assured this was done…. A few months later, I received yet another bill with additional fee’s. I called t-mobile to find out what happened and was told because I changed navigation systems on the phone they removed the block! What? Again I paid the bill and was ensured this wouldn’t happen again…ughhh….. If you think my issues are over, think again!
A few more months pass by and I still have the horrible replacement phone that barely works and when I need it the most, it’s completely unreliable! However i’ve realized that t-mobile has suckered me and i’d resigned myself to continue on this most ridiculous cell path i’m on…. Shame on me! Just when I thought it couldn’t get any worse, all of a sudden out of the blue, my caller id that was actually accurate in the beginning began showing incorrect information when I called someone on their home / land lines. Not only was it changed, it was changed to my mother’s name! Let me be clear here…in no fashion has my mother ever been associated to my cell phone. When I first went to t-mobile, my number was ported from another carrier and she was not associated then either! If my caller id had been changed to let’s say & ldquo;jo bob’s pizza”, I could almost accept this a little easier…but it being my mother’s name, this is not a random act! After countless of phone calls, and 3 months later, it’s still wrong! With each phone call made to t-mobile, my frustration is out of control! I’ve been hung up one, promised it would be corrected and given timelines of when the fix would be made. Each time those eta’s came and went and nothing has changed. I’ve been promised multiple times that a supervisor would call me back and all I can say is thank goodness I didn’t hold my breath! When I finally had enough, I called in and spoke to several supervisors directly (I had to refuse to get off the phone until one came on the line) , they too promised they would get it fixed and would call me back. Keep in mind it takes 3 days for them to fix the issue and do you think I ever got a phone call back? The answer to that is no! T-mobile’s own supervisors are lazy, incompetent and do not follow through! When I had finally been pushed to the breaking point, I called in and told the agent that I wanted their escalation department. I was told that they could not directly put me in contact with them but would have them call me back…. Well folks, they did call back but the problem is when they called back I was unavailable and couldn’t answer my phone. Instead of leaving me a direct contact number for them, the message they left for me stated & ldquo;if you still have issues and need to talk to us, please contact us at — - (Their toll free call center #) or call 611 from your phone! Are you kidding me! They expected me to start all over! I can’t take it anymore….. T-mobile has almost sent me over the edge of sanity……. In the midst of all of this, each time you call in you have to repeatedly tell your story from the beginning…. No one keeps and logs good notes…this in itself is maddening! I needed a break! I let it go for a few more weeks and finally got the strength to call back in. I requested a supervisor (Adam) and he actually got what I was telling him…however instead of fixing my issue, he told me that t-mobile was not at fault. Instead there are two 3rd party vendors that cell phone providers use to handle their caller id (Targus and tns) and they were responsible for the issue. While I can see using 3rd party vendors, the reality of the situation is that I pay t-mobile for service that i’m not getting! I don’t pay either of those companies and at the very least you would think they would help me correct the issue but no…. In typical t-mobile fashion it’s pass the buck! Blame someone else! Take zero responsibility! Funny……i guess the jokes on me! But you can ensure when it’s time to pay the bill, they want their money!
All in all, it’s been two years and here we are... Same old issues, same old crap….. You win t-mobile! I give up! At this point I would rather be verizon customer…. And in light of recent events, that’s saying an awful lot!

On April 29th I switched from my previous provider to T-Mobile, with the Family plan of 2 lines. Also I purchased from t-mobile’s website two iPhone 5s. After I started to use my phone, I found that it was defective /it turned off automatically several times during usage/. So next day I placed the replacement order via phone. I WAS CHARGED $152.19 FOR THAT REPLACEMENT ORDER AS WELL. On May 16, the same day when I got my replacement iphone I sent to T-Mobile's warehouse the defective one. I packaged it
personally at the UPS station. Warehouse received the device on 05/21/2013 at 10:00 A.M. I have UPS
confirmation. After my calls over two weeks they kept saying it was returned but not processed, and this could take up to 30 days. Today again I called but this time I was told that warehouse received the package but the phone wasn't in it! I physically packaged it myself in the UPS station and was very careful to do all steps and I sealed it in front of the UPS clerk.
I have terrible experience with T-mobiles warehouse... First I get defective phone from them, then instead of 1
business day I got my replacement in 8 days…I was with that defective phone for 8 days…it disconnected several times during my conversations…I don’t want to explain what that mean for me and for my business. Now I can not get my money back because it was lost in warehouse...!
I know other people have had problems similar issues with the warehouse lost phones or messing up the orders.
Does anyone have any advice? I am very disappointed and frustrated .I am trying to get my money back for appx. 20 days. but still there is no hope in the horizon. If anyone has had a similar issue and was able to solve it, I'd love to know what course of action got this resolved for you.

I am writing this letter because I need to voice my concern over an unprofessionally managed T-Mobile Store. The store is located at 5892 W Arizona Pavilions Dr. Marana 85743 Arizona.
I do consider myself a loyal customer because I am with T-Mobile since several years. I always liked T-Mobile for the customer service and good deals, until I went to the store in subject.
In order for you to better understand I will suggest to look at the several Google+ reviews https://plus.google.com/108212582371075286196/about?gl=us&hl=en ; there are two reviews from Yelp http://www.yelp.com/biz/t-mobile-marana I also sent an e-mail complaint to: [protected]@2bwireless.net. This e-mail address was posted in the store for reviews, complaints or feedback. I never received a word from them.
If you read carefully all the reviews you should have an idea of what is going on.
As far as my experience this is what happened. I did receive a cold call from the manager “Esteban” he lured me to the store with lots of promises but I was about to change my phone anyways so I went. The day I went to the store there was a commission of some sort giving appraisals feedback, it looked like it was the regional management but I am not sure. After they left Esteban kept talking to his coworker Charles Barner giving “high fives” and annoyingly praising each other while attending me (there was nobody else in the store, just me) and it took him 2 hours to get me a new phone! He promised me to cancel some migration fees, to give me $ 50 for my old android, to give me another $ 50 as … customer appreciation I guess and a $30 credit for I don’t even remember what. I did not know how he could do all that but I was planning to change my phone anyways so I saw it as a good deal.
This manager is extremely good at speaking deceivingly. He spells out all the positives but he mumbles or leaves out important details. After a month or more passed I realized all the credits he promised were not applied. So I had to go back and ask for it. He said he couldn’t give it to me all at once, so the migration fee he was going to fix it right away, but he will give me the rest of the credit with the new month. He called T-Mobile assistance and was put on hold for long time (I guess store managers have to wait too) I patiently waited but in the mean time another call came in. Something that had to do with employees working schedule. So he hung up the phone call he was making for me and took the other one from his colleague. After he was done he started with mine all over again with the same long waiting time. I definitely did not feel like a valued customer at that time, again. He also took the liberty to give unlimited web to my other line (which is my 13 year old daughter’s phone). He did this without even asking me first. He just did it without considering the fact that there was probably a reason why she did not have it in the plan. Well to claim my unapplied credits and get things saddled it took over one hour, again. The store had only two more customers attended by other employees.
I was aggravated by his unethical behavior, not to mention, his appearance and demeanor which are quite unprofessional. When I went home I wanted to write a review but I stumbled on all these other reviews which I am sending to you. So I wrote my review and I sent it to Care 2B Wireless as well. I never received an answer from them. Then, when at the beginning of the month I still did not see the credit applied I did call the store to remind Esteban, I definitely did not want to go there in person and waist another hour or two. He told me he did apply it two days prior (it is true, he did) and he did not appreciate the review I wrote about him. I said that it doesn’t take a degree to see that something fishy is going on at that store, and that it is illegal for employees to write reviews about the place they work for. He basically said I am a bad person and he is just trying to do his job.
In conclusion: if T-Mobile is concerned only about the bottom line “profit” then the lack of professional customer service at this store is ok. If T-Mobile cares about its customers, then they need to improve the customer service starting from Mr. Esteban.
Now I understand that 2B Wireless is a franchise of T-Mobile and as I was trying to understand why such a trusted corporation like T-Mobile would perform so poorly. I realized that there is a huge difference between a “T-Mobile Retail Store” and a “T-Mobile Authorized Retailer”. I guess T-Mobile must be careful who they trust as business partners.

I purchased a Samsung S3 on 10-29-12, a few months later the phone would not power on. I went to the T-Mobile store the next day, where the representative tried to troubleshoot the phone. No luck, changed the battery, etc. He ordered a replacement phone, it was still under warranty(4-13). He inspected the phone to ensure their was no water or physical damage. All was clear, no water or physical damage. I received the replacement phone and sent back the non functional phone via UPS. I received my bill and saw a One time charge for Out of Warranty Fee - $131.25 and a warranty fee tax in the amount of $9.19. I contacted T-Mobile Business Care Customer service and spoke with a representative named Lacey 1320549. She did her research to advise me that the charge was for the phone because it was supposedly damaged. I advised that was not possible, that the T-Mobile rep verified that there was no damage to the phone. She stated nothing she could do. I escalated my concern to a supervisor who reiterated the same scripted verbiage and offered a 40 courtesy fee. Not a pleasant customer experience for a T-Mobile to falsely charge a customer a fee for a phone with no damage when it was sent to them. Is this how they do business?

30 days since the moment of tentative order and cancellation. Still no refund of my $580.42. This is the biggest lie of all from t-mobile. I was empahtically told over and over that t-mobile would defineitely not keep my money longer than 30 days from the date of cancellation which was on 3/27. I never had a phone, service, or anything at all from t-mobile. It is now obvious that t-mobile can keep anyon'es money indefinitely and with impunity. In my opinion this now becomes criminal neglect.

4/24/2013 t-mobile falsely has held my money for 27 days, begninning 3/27/13

The case of a phone discussed and cancelled in one brief call is now at one month with no resolution. T-mobile continues to lie and to falsely hold my money. I came to t-mobile with good will and told the sales agent first handling my call and at the same time accepting my cancellation on 3/27 that I likely would return again soon. T-mobile denies having any error in this and that is the biggest lie of all.

1. On 3/27/13 I began a sales talk with a t-mobile agent. We discussed a cell phone and she verbally steered me through some sort of online signature processes. I had some reservations about the phone and as i’m a blackberry fan we proceeded with the details. The sales agent graciously agreed to remain on the line with me and make sure that I was granted a specific billing date to assist me and as i’m newly retired and get paid once a month. We were transferred to another agent/manager. This agent told my sales agent and I that her request to assist would not be possible and as the order proper would not process until the next business day. (*apparently lie #1) I decided to cancel the order at that time and while still on the line with the originating sales agent. I assumed no problem and as the order was immediately being cancelled and prior to a day that it may be processed. I did request a cancellation confirmation but was told that t-mobile quickly assigns acceptance confirmations but never issues cancellation confirmations. I was verbally assured by no less than three agents during multiple calls that my order was cancelled and the order retracted. (* apparent lie #2)

2. Money in the amount of $ 580.42 was immediately showing as pending on my bank account. I repeatedly called t-mobile and asking why if I cancelled immediately and that event occurred prior to a day the sales agent and I were told the order would process anyway. I filed a bbb complaint. I was once contacted by the t-mobile office of the president and subsequent to my complaint. I was told to call a fellow named chuck and was given his name and extension. I called over 12 times during their wa business hours and before I began to realize that it was just a ploy and that no one would answer. (* apparent lie #3) I did eventually become very angry and terse with these folks and owing to my having made nearly 30 calls and being neglected.

3. A major problem for me was that t-mobile kept a pending charge of 580.42 for the rest of march. That charge fell off of my usaa account on 4/1 and I based my weekly banking transactions upon that information. I assumed that t-mobile had done the right thing. However, I saw on 4/3 that t-mobile again and falsely charged my usaa account 580.42 and this time I had three critical checks bounce and some ran through twice causing embarrassment and nearly $150.00 in nsf fees. I reported this to t-mobile through multiple channels but only fell upon deaf ears.

4. Item 1 does describe that the phone was retracted. However, I later learned that the phone did not retract until 4/2/13. (*apparent lie #4)

5. It appears that an account was opened for no phone, no service, and no phone number. Item 1 again shows why. I was unaware of any account and it seems that never closed until about on 4/10/13. I consider this (*apparent lie #5) and based upon no phone or service to base an account on. Recall the order cancelled prior to any day it was to process upon.

6. Multiple calls and emails to t-mobile were futile. I began commenting upon facebook and twitter and some agents did promise rapid remedy but only to hush me up. They did nothing. (Apparent lie #6)

7. & ldquo;thank you for reaching out to t-force, i'm very sorry to hear about this situation. We definitely want you to have a great experience starting service with us, and i'm so sorry about how this situation has been handled. I pulled up your original order, and I do see that a return has been processed which officially cancelled the order. I also filed a handset order research form to ensure we get the refund back to your account as quickly as possible. I'm very sorry for the stress this has caused, but I will ensure we get these funds back to you. I will keep an eye on the research form I filed, and will email you with an update as soon as I have one. & rdquo; I have many like this. Again, I was told the handset was shipment was retracted on day 1. Later I was told it was on the 4/2 and then again on 4/10. However, this email was dated 4/15 and no record is found and so a handset research is begin. (* apparent lie #7)

8. I was in contact with a t-mobile force support agent just last week that promised that she would work to expedite t-mobile refunding my money in the attire amount of $580.42. (*apparent lie #7)

No phone, no service, no number. Cancelled before the day it could have processed. T-mobile continues to lie and to handle my money as they choose and with impunity.

The above list could contain about twice as many apparent lies if I chronologically detailed all calls and promises made by t-mobile.

I have been with T-Mobile for 7 years. During that time I have had them disconnect my phone when I called in to activate a phone for another line. I have had several coverage and billing issues. The worst is that I was lied to in order to be signed to a new contract. I called T-Mobile in January because I was having problems with my phone and I was close to renewal. I asked if there was anything they could do for me since I had been with them for so long. The girl I spoke to exclaimed that she could give me the Samsung III for$ 10.00 as long as I singed up for another 24 month agreement with all of my lines. I advised I wanted to make sure that one of my lines did not have a contract as I planned to disconnect it and I also advised that I wanted to be sure that when my husbands phone came up for renewal I would be able to get a discounted phone for him as well. I was advised that I would be able to get him the same phone I have for $189.00. I exp that if it was not possible I did not want to sign another contract. Again I was assured it would be done. A month later I got a bill for $900.00. I called the company to find that I had been charged full price for my phone and that the girl never noted that she had only charged me $10.00 but they went ahead and gave me the credit for the phone that I was promised. I again verified with them that I would be able to get the promo price for my husband’s phone when his phone came up for renewal. I was again told that I would. I called again the next month to make a payment over the phone and again I asked another rep was it noted that my husband's line would get the discount. I was told yes. I called back this month because his phone is eligible for upgrade this month to ask what date I could upgrade his phone for discount pricing. I was told they no longer do discounted phones and that I would have to put a down payment of $249.00 and pay $20.00 a month for him to up upgrade. I was livid and asked to speak to a supervisor who also informed me that they would not honor what they told me but she would allow me to pay $180.00 down that day and pay 20.00 a month there after. I exp that was not was I was told originally and that I wanted the deal that was offered to me. She would not budge and told me I could do it that day but could not guarantee it would be available to me after that date. I filed with the BBB and I spoke to my attorneys who wrote them a letter. Still to this day I have not heard back from them. I called today and spoke to a supervisor who had a nasty attitude that advised me she could ask her manager to release my other lines from contract so I would not say they were forcing me to stay in contract under false pretense. She got her manager to release the other line out of contract but my husband's contract is not out until June. So he is now stuck with a phone that freezes up on him and no options. T-mobile does not care about their customers at all, it is all about the money. I have been a loyal customer for 7 years and they basically gave me the finger. And to top it off they still left me in contract so I have to go to court to be let out of this agreement.