T-Mobile USA
Reviews and Complaints

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.

I just received a msg from

T-mobile network. com ref no:tbcl-own2013
Tmobile company ltd thailand
36/31 p. S, tower 11th floor, sukhumvit, 21 road klongtoey nua, wattana, bangkok thailand

Mr thorn chat
Chief executive officer
Email: [protected]@tmcldraw. Org
Phone: +[protected]

That I have won 3, 000, 000 pounds... And me should contact to

Standard chartard bank bangkok thailand
#90 north sathorn road silom bangkok 10500
Contact cashier deptartmant

Email: [protected]@thaiscblimited. com
Contact person: mr. K. B kurwat

They also need my personal information and they also send me a certificate that I will send it to standard chartard bank thailand along with my scan copy of n. I. C or passport later...

My question is that:
Is it fake? Or I really got any prize from t-mobile company

Please guide me early..

I will be greatly thankful to you

Regards:
Saqib ahmad khan

They provide a coverage map that shows that I will have an excellent signal in the area of need. I cannot receive phone calls in that area, as they go directly to voicemail. Text messages are delayed from hours to weeks. (seriously) I just wanted to back out of the contract as I cannot use my phone 12 hours of every day. 1 hour on the phone and 3 different people, they hung up on me. I am considering a class action law suit for false advertising. Please let me know if you have experienced a similar situation. There is no wonder why they are rated as they are.

I have tried for months now and nothing has come about it but lies after lies. When imfirst bought the Mytouch 4G slide when it first came out e first week I got it the phone would not turn on. They gave me a temporary phone and would then give me a refurbish phone. I have went through more then 25 replacements of this device. There's a reason why the phones are refurbished because they attempt to fix the issue with the devices. After a few months tmobile executive offered me Mytouch LG upon receiving them for both of my lines they were freezing and acting up. I called immediately and they said there was nothing they can do. They would then send me a letter stating my warranty was cancelled and tmobile does not have to provide a reason why they cancelled it and can cancel at anytime. I'm stuck with 2 phones that don't work paid $500 each and from the first week it wouldn't turn on which I would then asked since the phone was faulty why isn't tmobile giving me a brand new phone in which they said they can't because its not there fault. So I was given refurbished after refurbished when I paid for a brand new phone not a used phone. An executive almost a month ago told me to email him so we can address the complaint and I tried 9 times and never received a response going on a month. I'm paying for service and can't even use my phone. I'm tired of this. I been with tmobile for may years and never had such a hard time fixing issues. I never have signal on either line, phone restarts itself and on my line at least twice a month I have to take SIM card out and put it on an old phone to retrieve all my text messages that I never got. In which now my old Mytouch 4G slide doesn't even turn on so now I don't have ahold device to retrieve text messages when this Mytouch LG stops working. I went to buy phones tmobile asked for $600 why should pay keep dodging out hundreds and hundreds of dollars when tmobile sold me a faulty phone for both my lines to begin with? So much for loyalty

I just wanted to file a complaint about the mistreatment I received from your customer service, my report follows:
I called T-mobile via 611 Saturday afternoon March 2, 2013 around 4:00 PM to have my line disconnected from my the family plan I'm in, before I made the call I checked online to verify that my contract ended on February 28, 2013.

I am not sure but I am under the impression that T-mobile outsourced their customer service to another country and I am also under the impression that they need to make quota because my simple request turned into about a 20 minute conversation of them forcing me to not disconnect my line, up to the point of Chris the telemarketer being sarcastic and rude and threatened me that I'll be charged another month or $50.00. Prior to Chris threatening me, another telemarketer with a thick accent told me, people included in the original family plan MUST open new plans, which does not make sense because all I requested for was to cut 1 line and all 4 lines will be renewed.

I have been a customer for 8 years, and I never deserved to be threatened especially if I know that my contract ended on February 28, 2013 as stated in my online account.

T-mobile needs to fix this, and they should make disconnection of a line as an option online to avoid telemarketers harassing consumers to buy a plan or to stay in contract.

I called again on the same day about half an hour later, and a different person assisted me, the lady helped me and was able to process my request with no issues at all. So I wrote this letter to let T-mobile know of my experience of some telemarketers who are being persuasive up to the point of being disrespectful and sarcastic. I’m not sure if you’ll give much attention to this letter, but after 8 years of being your customer, I just think I don’t deserve the treatment I got from the telemarketer.
Now my family (4 lines) is contemplating on staying with T-mobile, so they are putting a hold on renewing the contract and researching for other services.

I just signed up with the Walmart T-Mobile Family Plan.
I know it is cheap but any kind of service support is non-existent.
The service center which is obviously in another counrty is terrible. The people that I have called have been rude and do not know anything about the service.
What is worse is that the T-mobile web site gives no other options for support, No other number to call - no place to ask a question - no chance to resolve any problems.
As it stands I will have to go to a Walmart and see if anyone there knows anything about their Product

I have been a T-Mobile customer for 10 years. I had an unlimited everything plan for 5 of those 10 years. I have paid all of my bills and have overall been a good, consistent customer.

Although I live 50 miles from their headquarters in Bellevue, Washington my cell coverage was not great in certain areas. I moved to a home that did not have any T-Mobile service at all and so I was forced to switch.

I switched my line over to Verizon two days after my last billing cycle. Now I owe the entire $110 for the month that I used 2 out of 31 days.

Not only do I owe it but I was sent to collections for it. Fast.

Today's business is all about CUSTOMER SERVICE. Especially for long term clients. I feel that after 10 years of service they could have at least sent me a bill in the mail or email. But no... I received calls from collections 3x a day.

It would be nice to get a phone call from someone that actually knew what the situation was. Even though the call center was in Jersey, it might as well have been the Middle East.

Thank you T-Mobile for dinging my credit... I always had good things to say about T-Mobile... but now I'm just frustrated with the way I was treated (like a poor person!) once I had to switch phone providers.

With this kind of customer service I'm definitely not betting on T-Mobile in the stock market - and anyone else who believes that customer service is the future of business shouldn't either.

Sincerely,
Hillary

I called T-Mobile customer service specifically to ask what charges I could expected if I ported (transferred to another carrier) my number. I was told on 9/30/2012 that I would be charged a pro-rated amount based on the number of days I remained with T-Mobile service. I ported on Oct. 12, three days into the billing cycle. Instead of pro-rated charge that I was informed by T-Mobile's own customer representative, they are charging for a full month even though I used 3 days and was informed that the charge would be pro-rated. Had I been informed correctly, I would have made sure I ported before the start of a new billing cycle. I called and talked to two representatives (Jay and Al on different days) to explain the discrepancy and why I did not expect to be charged beyond my 3 days of T-mobile service usage; neither of them could "adjust" the bill and did not offer any other kind of solution whatsoever. I also sent a letter (dated Dec. 8, 2012) to T-Mobile's Customer Care/Billing Department explaining the situation and that I will gladly pay for the 3 days I used T-mobile's service between 10/10/12 - 10/12/12. The last letter I received from them is now threatening that they will resort to a collection agency, which will possibly report this to the credit bureaus. This is not the first time I've received conflicting information/service from T-Mobile. I've remained with them for almost 4 years in spite of it all (not to mention the costly service), and have never been delinquent on any bill. Now they want to harm my credit history and credibility because of less than $50, based on misleading information given by their own reps and an unfair practice (T-Mobile is, in effect, able to pro-rate, which they do if you simply cancel your service instead of transferring to another carrier). This is the last straw with them, like with many other consumers who have complaints against T-Mobile, I will never go back to this company nor recommend it to anyone. By the way, T-Mobile has a D- rating on the Better Business Bureau website (http://www.bbb.org/western-washington/business-reviews/cellular-telephone-service-and-supplies/t-mobile-in-bellevue-wa-27026359) as of 12/26/212; in comparison, AT&T has a B, and Sprint has a B-. Looks like T-Mobile doesn't care much about customer satisfaction and good business practices

I went into T-mobile to see about getting a replacement phone for the one I had which was messing up and I was coming up on the end of my contract so when the loyalty rep was contacted they had offered to pay my next phone bill if I upgraded to the new Samsung Galaxy s3. To do so not only did I pay $250 out of pocket I also had to upgrade my plan to unlimited everything which I would be paying about ten dollars more a month for and renew my contract. When I got my bill I was upset to see that it says I owe 130$ when it was supposed to be paid for. When I went in about it they said they couldn't honor their word. I am very upset with t-mobile, I was blatantly lied to and if I would have known this I never would have upgraded and renewed my contract. I want to make it very clear I have no intention on staying with such a dishonest company and every chance I get I will make sure people know not to trust them.

Since I relocated to Portsmouth, Virginia I have terrible cell phone reception, and texting does not work like it used to. When I lived in Richmond, I had no problems and was a happy T-mobile customer. Once I relocated, my service SUCKED. T-mobile sent me a cell phone signal booster that did not boost anything. I returned it. After several LONG phone calls to the customer service center they told me that they are sorry my service is poor and since we've tried everything to get it working like it should, T-mobile has been letting customers out of their contract when T-mobile cannot provide adequate service. BUT...I have to call another number, and talk to someone else, and send a copy of my DL, a bill, and a letter to an address to be granted a waiver on the termination fee. Once I did all that, T-mobile mailed me a letter pretty much saying Screw You. They will not help me out. I am no longer a happy T-mobile customer and do no recommend that anyone uses their service; especially in Hampton Roads, VA.

I had simple mobile and a friend decided to treat me to phone as gift on November 11 at Tmobile. I was informed that I needed to call the 1800 number to have my current number transferred to new account. i spoke to an indian guy and for some reason he said that the system wouldnt allow. I decided to go to a store in person and went to one closer to my home. I called them the day before to confirm this was possible. i wait for 30 minutes because it is busy just to be informed that i have to go to the store that activated the service. The store of activation is not close to my home which is why i called first and the gentleman never mentioned this. I was pissed and drove back to the Tmobile store 9212 in chicago where account was activated and they took info needed for transfer request. I called to speak to manager this morning just to follow up on status and there wasnt any info from me speaking to young lady in store. He took same info and he said he would follow up. It is almost 3 pm and no follow-up. I called early so that it can be taken care of before it got busy. It shouldnt be this difficult. Honestly if this hadnt been a gift a I would cancel everything and go back to no contract with simple mobile. I have only been a customer for 13 days and i am already disappointed.

This is regarding a serious issue against your customer service rep., working at your T mobile store in Lincolnwood Town Center (2nd floor), Chicago, IL.

I had a problem with my t-mobile number 773-236-****. It was not working and its not working now also. I had called the customer care number on [protected] and I was told to go a t-mobile store, the nearest of which was in Lincolnwood town centre.

When I reached (2nd floor store in the mall) and handed over the phone to the representative, the only Indian looking guy in that kiosk, I don’t know his name, the first thing before he even checks the number is to say that the mobile battery is dead and that’s why the number is not working.

How could tmobile appoint such a person with no knowledge about a phone at their store ? Please keep up the reputation of the store because T mobile is not some small telecommunications company. T mobile is a big established company in the most advanced country in the world.

And then I transfer it to my other mobile and show him the “SIM card registration failed” command.

The next question he asks me : where did I buy this SIM. I say I purchased it online from tmobile.com and the reply to that is if it is bought online, then he cannot do anything. The online purchases work totally different from the store. I tell him but it is still your own company, T-Mobile.

First of all, he should learn how to deal properly with a customer. Such a behavior is never expected from a staff of Tmobile.

This is my complaint against the rep. and not against the company.

Regards,

Ee & T-Mobile charged $1 from my mobile phone without my authorization. It’s not a big sum of money but nevertheless I don’t want to donate my money to scammers. I stopped using this sim card a month ago, so I simply cannot confirm money transfer. I’ll call BBB soon.

I've been a loyal customer for several years and I had wonderful cell service until June 2011 when I moved and service was non-existent. I could not make calls inside my home, use the internet or send a text message. All phone calls had to make while standing outside by the street often in the rain or snow or in the heat. The first time I called I was told they would test the signal and asked me to go inside. I told them the call would drop if I walk inside. I walked in and the call dropped. I went outside so they could call back. This went back and forth several times.

My next phone call I was rudely told T-Mobile doesn't guarantee I will get service inside my home. I have a child that is home alone and I had several instances where he needed to contact me and could not. I got him a phone for this reason so he could reach me in an emergency.

My son has several months with zero usage and my phone usually less than 100 minutes, maybe a 100 text and some internet service. None of these in my house.

I complained a couple time but was treated poorly each time and being told they don't promise service will work. I let it go because I knew I was within my 2 years of the contract and would honor my contract and get out then.

On September 11, 2012 I called to cancel my contract and request information on porting my cell phone numbers to another company because thankfully my contract was up. I spoke with Kevin about porting my number and we talked about how bad the service had been in my home. He proceeded to convince me to let them send me a booster. I declined. He kept telling me give it a chance because if I didn't like it or it didn't work I would send it back within 20 days and the contract was void. More than once I told him I don't want to do this and I was a little upset the reps on all the previous calls treated me poorly and essentially said "read your contract, we don't promise our service will work in certain locations." Everyone was rude until I wanted to go with another company.

He said he understood and apologized for the calls with other people. I told him I want to make 100% sure before I agree to do business with T-mobile again that I can get out of the contract because I am not paying over $125 a month for two phone lines that I can't use at my home. He assured me this would be the case.

He made me go through the phone prompts agreeing to a contract. I assume (or assumed) the rest of our conversation was also recorded?

The next day I got an email saying the booster was canceled I immediately and was told it wouldn't work were I live and will block neighbor's signals. I then called about the booster and they said because I had told Kevin there was a something between the walls separating my town-home and my neighbors when it was actually just walls separating the units. I was locked into another two years of unusable service and wasn't eligible to get the booster.

There is a garage on one side and something between the walls on the other side which is why the booster order was canceled. I'm sorry this probably doesn't make much sense.

After a tearful night and realizing I must be the stupidest person on the planet to get screwed over by T-mobile I got furious. Hopefully they give Kevin a big raise. He earned it.

As I work in a customer service and am appalled at the sleazy way they do business.

Is there anything I can do? I ported my numbers to another company and cannot afford to pay the termination fee and cannot afford to have a big ding on my credit, more important I REFUSE to give them a dime.

I feel tricked and ashamed that I was so dumb to get duped like this.

i file an online application along with an assessment test. the questions were multiple choices as well as true and false, and give the best answer questions. the majority of the answer were correct answers, if they wanted me to lie on the test would have but i took the assessment, and answered to the best of my ability. I have the experience and the integrity to do the job. well to make a long story short they emailed me to say that i wasn't qualified to be excepted and that they found someone else suitable for the position. so if they choose their candidates by the test then that's crazy I have the experience but i am going to file a law suite with T-Mobile, Thanks a lot Prophet John J Taylor

Every time I call T-Mobile for any change in the account the company extented the existen contract (due to the recent changes) in May 29, 2012 I call to change a uer athorization change and I ended with a new web-line. I call and call and they keep giving that: I am in a two years contract that I can not cancel without feed up to $200
there is not enought information in there system so I am stack with web line at two years contract. that I did not call in for or sign for. IT IS ALL DUE TO RECENT CHANGES.