T-Mobile USA
Reviews and Complaints

Being charged for a full month after terminating service 10 days into new billing cycle. After my 2 year contract expired, I switched to verizon. Verizon ported my number from t-mobile 10 days into my new billing cycle with t-mobile. I received a bill for the full month from t-mobile. When I called t-mobile about this they stated that according to section 3 of their contract, unless I personally call them, they can charge me for the full month. The contract paragraph actually says: 3. * your term of service and termination fees. Your “term” is the period of time for which you have agreed to maintain service with us. Periods of suspension of service do not count toward your term. After your term, you will become a month-to-month customer. Except for month-to-month customers, an early termination fee will apply to each line of service if you do not maintain your agreed-upon services through the end of your term for that line of service, or if we terminate your service early (See section 18). The early termination fee is: $200 if termination occurs with more than 180 days remaining on your term; $100 if termination occurs with 91 to 180 days remaining on your term; $50 if termination occurs with 31 to 91 days remaining on your term; and the lesser of $50 or your monthly recurring charges (Including any applicable taxes and fees) if termination occurs in the last 30 days of your term. Some devices require maintaining certain features or services (E. G. A data plan) as part of your rate plan, and cancelling them before the end of your term will result in an early termination fee. The early termination fee is part of our rates and is not a penalty. The early termination fee applies only to the extent permitted by law. If you terminate your service, your termination will be effective at the end of your current billing cycle, and you will remain responsible for all fees and charges for your service and usage through the end of that billing cycle. If we terminate your service, we will determine the date of termination, and you will be responsible for all usage and charges through the date of termination. You can request that we port your number to another carrier, and service for that number will be terminated when the porting is complete. If you port your number, you may be responsible for all usage and charges through the end of your current billing cycle. If you bought your wireless device from a dealer, they may charge a separate fee associated with cancellation.

To similar complaintants, do not bother contacting Robert Dotson. He already stepped down as T-mobile CEO. You may not also receive a response back from their Executive Customer Service email address. Your best bet would be to file a complaint with the BBB, FCC, and State Attorney General. In my case, T-mobile finally agreed to credit the $300+ fee after my BBB complaint. Yet somehow in their response they managed to deny any fault/responsibility on their part- go figure. Here was my original complaint to BBB:
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I'm filing a complaint against my cell phone provider, T-mobile, because T-mobile has wrongfully billed us of an one time charge of $327.99 and is unwilling to waive the charge. My entire family and I have been customers of T-mobile for many years.

On August 23, 2010, I renewed our two year contract with T-mobile and purchased a Samsung Vibrant at PhoneX, a T-mobile retail store. However, the Samsung Vibrant started having trouble turning off and on. The phone was never dropped and always had a protective covering. On January 15, 2011, My husband and I brought the phone back to PhoneX. The employee at the store inspected both the outside and inside of the phone (took the phone apart) in front of us. He called T-mobile and put in the exchange request for me. I asked him multiple times if this exchange is free and whether I would be charged for anything, and he said NO since there was no physical damage and ensured us that the shipping fee was all we had to pay.

However, when we received our February statement, a whopping $327.99 was charged as a one-time fee. Below is the documentation of the phone exchanges that took place afterwards with T-mobile consumer service. Please note that some names were not spelled out over the phone so I had to guess on the spelling.

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3/4/11 evening:
Angela- Angela says that the phone was charged because although no outside damage was found with the phone, there was "inside damage." I say, of course there was inside damage because it was a defective phone from the get-go! She was not able to provide any evidence of where exactly the phone was damaged. I tell her that since my T-mobile store employees already checked the phone, that either the phone was damaged on the way to the return center or the examiner there purposely damaged it. She could not provide an answer and transferred me to her supervisor Herbetta.

Herbetta- Herbetta says that there's no way that I would get a defective phone because all phones are checked when they leave the manufacturer. (Toyota probably said the same thing by the way). I ask her why T-mobile even offer warranty if all phones are PERFECT. She offers to reduce my fee in half as part of "good will." I told her that is unacceptable and that I will not pay a penny. She transfers me to her manager Victor.

Victor (ID: 0732260) -Victor tells me that my T-mobile store was not really a T-mobile store but a dealer. I tell him that since the store carries T-mobile phones and sells your plans, how could the customer possibly distinguish which is a store is completely T-mobile which one isn't? I explain to him that the store employees had verified the return process on the phone with someone else at T-mobile. Victor also offers me a 50% reduction which I do not accept. Victor tells me that he will look into the records of what exactly was wrong with the phone and pull up the phone conversation that took place with the PhoneX employee on the day the return request was made. He tells me he will give me call back at 11AM the next day. He never called.

3/30/11 evening:
Pammy - She transfers me to her manager Anaette.

Anaette (ID: 1244439)- I tell her that I want to speak to Victor and gave her the ID number. She tells me that she doesn't know of a Victor and that the ID number doesn't exist. She denies that anyone at T-mobile ever offered the 50% reduction. I ask her to provide evidence of where the phone was damaged or just return the phone to me so I can get a third party to look at it. She says that she can't do either and hangs up on me.

3/31/11 and 4/4/11:
I go on the web and I find the email and number for T-mobile's Executive Customer Service team. I send an email on each day nd receive no response. I also call the number provided for the Executive Customer Service team only to be sent directly to a voicemail box that says that it's currently full in messages.

4/5/11 afternoon:
I find the number of Robert Dotson (T-mobile CEO) on the web and call the number. I learn from the operator that he's no longer with the company and she transfers me to someone else's voicemail so I can leave a message.

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During this time, PhoneX has also called T-mobile customer service numerous times to explain the situation on our behalf and told me that a T-mobile customer service rep will call me to provide a resolution or evidence. I never received any calls. The PhoneX senior store manager is also willing to provide a statement if requested.

Recently cut service with T-Mobile. Recevied a bill for a FULL month of service plus the partial month. For example, billing cycle is 1/28-2/27. Cancelled service 3/6. Bill from 1/28-2/27 paid. Receive a bill for "2/28-3/6" for XX.XX$ with an additional month labeled "3/06-3/06" for a full month. This happened to both me and my boyfriend who have joined a family plan together at Verizon. This is most definitely billing fraud, as the statement is completely incorrect. Watch out if you are terminating services with T-mobile! I called and got this resolved, but if I didn't carefully review the bill, I would have paid and extra 100$.

allow me to introduce myself my name is michelle Lynn carter and I have an inspirion dell netbook through t-mobile in which I pay my payment every month on time. Well this month was no different I called and made a payment of 22.65 with an agent i might add. The payment was made with my credit card which is a visa on account number: [protected]. I was lucky enough to get a reference number of: [protected] and an authorization number as well which is: 102669. My mother has a cell phone with t-mobile and her name is Linda C. Gibson and her number is [protected] and her account number is: [protected] I put the payment on my wachovia card which is the following number: [protected] and it expires on 08/12. I was under the impression that these people know what they are doing that work for t-mobile however, when I checked the payment it went on my mothers account and not mine as I was assured it would be Sir or Madam: In order to get this mess straightened out I had to go to the hospital where my mom is lying after a heartattack her second one and is now facing surgery to get her permission to talk to them regarding the mix up; which by the way was the man that took the information on the phone and I assure you it wasn't mine. All they could do is file a missing payment for me to see if the payment is found but what if it isn't sir my life is my computer! And this was their mistake in the first place not mine. I paid the bill on 3/29/2011
I cannot afford to make another payment as I am on a limited income Social Security Disability and I only get paid on the 3rd of the month. I am very distraught because I even called the local T-mobile store and Ken that I spoke to couldn't even give me a straight answer as what to do. Their store is Ameritel and it is located on Sheridan Street here in Hollywood, Fl. There number if you need it for references is as follows: [protected]. Please Please do something to help me please because my life is my computer an outlet to the world and I cannot afford to pay the 22.65 again will you see if you can do what noone else seeemed to be able to do and put the 22.65 on my account which is [protected] from my mothers which is [protected] . and her phone number is [protected] and her social is as follows: [protected]. I am outraged at the fact that I know I have called over 6 times to the 800 number and no one can do anything but file a missing payment. If you cannot do anything I will have no other choice than to contact Robert Datson the new CEO of the company Im sure he can get the job done somehow.

T-Mobile does not stand by its customers when it comes to the phones that they offer. I am suppose to call the cell phone company directly about a problem when I am T-Mobile's customer. That's like going to the store to return a product and they tell you to go to the manufacturer. Their customer reps are unsympathic and the manager was extremely curt with me. I am so frustrated by the whole deal that I am walking away from them with a contract balance and they can sue me for it. I have been their customer for over 9 years and they have treated with disrespect. Be warned. I am not the only person out their complaining on their poor quality of customer service and products.

I have been a customer of t mobile since 2004. After all these years of pretty good service I thought it would be ok to get a new phone with them, which meant a new contract. Big mistake! They wanted $30 a month just for the web service, so I tried to get the best touchscreen phone they have that didn't have to have web. ( Gravity T) After I opened the phone I thought it was lacking some features that would have been nice, but I could live without. A month later after talking on it for about 10 min, it started giving me a lot of feed back. I called them, they replaced it. It started doing the same thing, and they replaced it. They charged me $20 for shipping. I had the same problem with the replacement phone. I called them again. They told me that I could get the same phone (a 4th phone) or I could get one that was rated so low they are discontinuing them. Or I could pay them $200 to cancel my contract. After this I will NEVER use them again!

I find it very disturbing I have been with t-mobile 9 years and you have lost a customer. Due to slopping service, your customer service department is unorganized and barely speaks english. They also lie about service they say are being provided. I happen to have myself and 5 other people with t-mobile and have been for years. We are leaving t-mobile as of april of 2011 due to your sloppy business ethics. So say goodbye t-mobile to $466.99 a month. Thats one less paycheck for one of your employees.

My name is Yashin Franco and my account number is [protected]. Motorola Corporation account. I've have been with T-Mobile since 2006, never had any complaints in the past, up until we had decided to buy the HTC Smart Phones. Now, i have bad reception since i had got these phones, due to the bad reception, T-Mobile does NOT emit that they need to improve there 3G or 4G services. So basically now, they don't credit me nor give me an apology, due to their bad network and customer service that they have. So what i usually do is grab my simcard from the new smart phones, and put them on the old phones. So i can actually use my service at all. But that sucks because my old phones don't have any internet service, so now I'm stuck paying a huge amount of internet service a month from T-Mobile that does NOT work at all. And what i want from T-Mobile is for them to refund my money under purchase of these smart phones that i had bought back three months ago. (That it was close to $400 plus my 3 months bad service that i got from them) If they want to put me back on my old contract because i don't think they are EVER going to improve there network services or give me an early termination (because i am not going to pay a fee) Also every time i call customer services they are a bunch of lairs and i don't think its fair for the consumers out there. Please admit that they do have a network problem and they need to correct there errors. Any further questions please feel free to give me a call [protected], because this cannot continue any longer, Thank you for your concern.

To afni collection center you have made a huge mistake by sending me a settlement offer on a t-mobile account that I never even had you need to make sure that this paper is correct because my phone carrier is with some one else for 8 years straight now I dont know where you got my name and address but im going to look more into this and if I find out your scam I will file a law suit with afni collections on this for identity theft. Account number [protected] you can contact me anytime at [protected] to take care of this matter.

I purchased a T-Mobile G2 from the company website on [protected]. When I recieved the phone, I realized right away there was something wrong with the slide out keyboard. So I called customer service and they informed me I needed to send the phone back in the same box I recieved it in. I had already ported my phone number to T-Mobile from my old phone company so they recommended I go to a T-Mobile retail store and get a new phone and once they received the defective phone back, I would receive the money I paid for the phone back. I got the phone for free online because of a promotion but in the store they wanted 200 dollars so I thought it was only fair I would get my 200 dollars back. So I went to a company store and they said they have never heard of somebody being able to just go to the store and get a new phone and that I would have to call customer service. The problem with T-Mobile customer service is all of the employees are foreign and while they do know the english language, they do not understand what you mean when you talk to them. I called customer service back and they said they just needed to clear something in the system and to go back to the T-Mobile store. So to save myself embarrassement, I went to another T-Mobile store and was told the same thing. To make a long story short, I have spent about three weeks and hours upon hours on the phone with customer service and I have never been able to get a replacement phone. Then my nightmare really began when they informed me they never received the defective handset. I gave them the UPS tracking number and someone from customer service filed a missing handset report for me and he promised me he would make the situation right for me. After waiting and waiting and spending so much time on the phone with them, I finally ended up porting my number back to my old phone company. I filed a complaint with the better business bureau and somebody from the so called office of the president called me back. I finally thought I was going to be able to resolve the matter but the guy I talked to was a cocky sob and pretty much told me to eat crap and die. So when the better business bureau asked me to respond back to their offer, I told them they never made me any kind of offer and I would like the case to be marked as unresolved and that T-Mobile was unwilling to compromise. T-Mobile responded back that the case needs to be closed and that they are unwilling to do anything unless I give them the tracking number that I already gave them. Stay away from this company. They also never gave me back the money I had to put down for my first month of service.

T-mobile ran a valentines day promo on Saturday/Sunday 12/13 February 2011; free phone with an upgrade-eligible account; so my wife and I went and got a new phone. However, we didn't like the new phone, so we went back on Sunday to exchange with a blackberry smart phone (and a more expensive plan). The customer service agent informed us to come back on Monday because the agent that helped us on Saturday would be in the office. So we went back on Monday; the agent wasn't there, another agent informed us that he can't exchange the phone, because he needs a manager authorization, and the manager is not in the store; so he asked us to come back on Tuesday, and offered a $25 credit to our account for inconvenience...sounds civilized so far...
We went back on Tuesday only to find out: we're no longer eligible for the offer, there's no way the manager would honor the promises we were given over the past 3 days, and his only consession is an apololgy, because his agents didn't know the process.
I'm disappointed with T-Mobile, and completey dissatisfied; I've been with them for 10 years...I think it's time to change. They will nickle and dime you to death...check your bill every month, there's a high probability there's a new charge they want to pass on to you...
Shame on you T-Mobile...bait and switch is not acceptable; there are many options to consider when going with a cell provider...you won't be one of them for our family, and everyone that asks me for my opinion.

I ordered a nokia 2330 black kit mobile phone on 2/4/2011 and the order is not yet shipped till today (2/11/2011). When I talk with the customer service on phone, they keep saying that they had to close their warehouse due to severe cold and snow. I couldn't find any news of such closure anywhere in us through google. I am still not sure if I will get my phone - it is just a common model and should be readily available.

I think t-mobile always has this issue for online orders. My advice to others is to always buy directly from a store if you are buying t-mobile.

TMobile made errors on a closing bill charging me $560.00 . I called and the adjustments were made, the total of the bill was 254.00. I approved the withdrawal of 254.00. I checked my account later and $560 was taken out. I called and was told it would take a few day. A few days passed and still no refund. I called and again was told it had to be approved etc and it would be a few more days.
What the hell. why would it take them seconds to withdraw money and 10 days to return it? There ought to be a law.

January 20, 2011

Dear t-mobile,
I am a loyal customer at t-mobile for a year. I am extremely saddened by the customer service of this store. The time was 6-7pm on january 19, 2011 with the incident occurred.
North ave & clybourn ave (9931)
824 w north ave
Chicago, il 60642
[protected]

The store manager did not help me with my blackberry which is dying. The phone battery is dead. He would not work on my phone because “I told him that he was condescending and disrespectful towards me”. I still have not received any help from t-mobile. I have a right to my opinion. I am stand strong on the store manager’s performance.

I asked the store manager to give me his name, district manager name, and phone number. If the store manager felt he did not do anything wrong - he would of provided any information that I needed to make a complaint. He frustrated me by not giving me his name or any information, and not fixing my phone. He did not follow procedure and lacked professionalism.

I am cancelling my service with t-mobile. I feel the professional level of your company is despicable. I am not going to pay for service that employees are not going to help the customer, refuse to give their names or manger’s information.

Please contact me
[protected]@hotmail.com

I am being harrasssed by NCO Financial (Google them - I'm not the first victim). An online "T-Mobile" authorized Representative who seemed to be offering a fairly decent T-Mobile plan to switch my five family plan phones to Androids. I was to have a period of time to cancel after the phone arrived, a little searching revealed no cancellation if a phone was activated. I declined delivery when the phones arrived and signed a document to that effect. Since December the bill for the phones has reached over $1, 000. (the phones were "free"), and I have been billed and phoned by the authorized representative and a couple collection calls (unidentified). Today it was a recording from NCO, Richard Hathcock's office, to call him at [protected].

i received a sms from BA-Good News stating that my number has won500, 00, 00GBP in T-Mobile End of the year promotions. to claim your prize contact via Email: [protected]@live.com.
all i need to know is that it is true or not

For several months I have received letters from T-Mobile and now their collections agency asking for payment of a cell phone bill. I have responded by writing to them and telling them I have never had a T-Mobile account and that I do not acknowledge this debt. In my letter, (November 11, 2010) I also asked them to send me a copy of the contract they have on copy which contains my personal information. They have not do so. Instead, I have received notification from Telecheck (December 29, 2010) that I wrote and then cancelled a check I sent to T-Mobiles wireless insurance company, Asurian. I contacted Asurian and they say I have no account with them, and have not sent them any checks. I wireless insurance is included with my cell phone company which I have had for over six years. After doing some checking, I discovered that both T-Moble and Asurian had received fraudulant payment from by acount via the internet six years ago. And although the matter was cleared up, they seem to have accessed my account information again and just to get their bill paid by me. There ought to be a law. Now I have to run around collecting information and notarizing documents just so that I can once again write checks.

The T-mobile representative at the InTouch Wireless kiosk was extremely misleading and had me sign multiple contracts, one with T-mobile and one with InTouch Wireless. When I realized this a couple weeks later I tried to contact this representative and he did not answer nor return my calls. I was going to tell him I wanted to cancel because it was still within the grace period to do so. Since I could not contact this representative I called T-mobile and unfortunately I had to pay the $200 termination fee for the second line, which the representative at InTouch Wireless never informed me of adding this second line. Yes I should have read the contract thoroughly to begin with but T-mobile's representative should have answered my calls and not ignored them! I ended up having to pay not only $200 to T-mobile, but another $200 to InTouch Wireless which is ridiculous! T-mobile allows InTouch Wireless to represent them and I'm sure InTouch gets a lot of business for T-mobile, by ripping off the public!

ok to start off I work with the retail business and I know what customer service is about and 2B wireless does not understand what it is. I ve been with t-mobile since 2005 and they have been really great to me so this is what happened.

My brother bought a phone from "2Bwireless" on 12-23-2010 and when he called me to tell me how much he spent I told him to return it becaused his contract ends in three months nd buyin a phone for 275 dollars wit no internet is expensive when he could jus buy a cheap phone nd wait the three months and get himself a bettet phone for 200 dls wit new contract and internet included, so he went back to the store and the salesman and mgr that were working would not give him the money back due to an absurd "no return policy" thats on the reciept when my brother had already paid but was not informed. Now I talked to the sales clerk and said they were a franchise and that tmobile had nothing to say about there policy...i called tmobile customer care number and they helped me out as much as they could, I know that an authorized dealer gives you 14 days to return the phone if you were not satisfied...this company or franchise on the other hand needs to change there return policy as they are giving tmobile a bad rep...tmobile needs to do something about this or people wil be getting scammed...i do appreciate tmobiles customer care reps for goin out of there way and helping me. I will not do business with 2B wireless again and tmobile should close this store down and make an Authorized dealer that will take care of a customer...thats the only one in yuma besides the radio shacks that are tmobile dealers...thank you for reading..

After my Motorola cliq was damaged I requested a replacement since I was paying insurance. T mobile told me with a 130$ deductible i could receive a comparable replacement since they weren't making the Motorola cliqs anymore which was a my touch slide. After rec the phone it started acting up cutting off (had to remove the battery) to cut back on, could not make calls without doing master resets and if i would respond to a text message it would go to someone else...So tmobile sends me another phone . As I was talking to the very first person i called the phone called someone else in the middle of the convo! I found out that the replacement phones were all refurbished! I called customer care to ask them why were they sending me refurbished phones ? Rep could not say why she just kept saying that they send new or "like new" phones that are under warranty! WHAT?! never did tmobile EVER inform me at any time that insurance for replaced damaged or faulty phones would be "Like New" . I will be writing the BBB along with Clark Howard and changing phone companies! Thanks to a friend of mines for refering me to this site where you can leave complaints!