T-Mobile USA
Reviews and Complaints

I have had three T-Mobile phones since 2003 and have never received satisfactory service. However, over the past six months, continual problems with not being able to make or receive calls as well as having calls that do connect dropped have made it impossible for me to communicate with prospective employers, friends, and family members.

Despite dozens of calls made to T-Mobile requesting assistance, your employees have refused to address these problems adequately. I want to be released from my contract at no charge and I want a refund for the past six months of unreliable and inadequate service.

At the end of June, I began having problems with my phone and contacted T-Mobile by e-mail (since I couldn’t make calls). At the time I wrote: “will not call or receive calls. Dialed calls are dropped before connecting, prompting a "retry" selection. Incoming calls go directly to voicemail. I was able to use a different phone of the same brand and model (Motorola V66) at the time that mine [protected] begin_of_the_skype_highlighting [protected] end_of_the_skype_highlighting) was not working. The first event was resolved by your Technical Support. He had me change my Network Setup to Manual and then the phone worked. I tried the same thing on Wednesday, with no results. Although the phone did say it was registered on T-Mobile, I still could not call. At 8 p.m., I looked at my phone and the T-Mobile logo was gone so I powered off/on and then was able to make calls.”

This type of event continued for weeks. I never knew when I would have service, or for how long. Some days, I couldn’t receive or make calls for hours at a time, and I have no idea how many important calls I missed. When I called customer support, sometimes I was told that T-Mobile was having network problems in my area and service would be restored. Usually they told me to power-cycle the phone and it would be fine. Finally, when I threatened to cancel service, a T-Mobile representative offered to replace my phones for free. Only then was I told that T-Mobile had upgraded its voicemail system and it was no longer compatible with the Motorola V66 I had purchased when I signed up for service a few months earlier. The representative said T-Mobile knew of many problems with this phone and the upgrade and suggested that replacing the phone would solve the problem. I wanted to know why no one had let me know this and offered to replace my phones weeks earlier, but never received a satisfactory answer.

I can’t begin to count the number of hours I spent on the phone with T-Mobile customer support and technical support. Each time I called, I had to repeat my problems to at least two different people, who asked the same questions, and tried the same things. The time I threatened to cancel, I was on the phone for over an hour repeating my problems over and over. One of the last times I called technical support, I was transferred and waited on hold for 45 minutes before hanging up.

Currently, I cannot receive calls from certain business numbers in two different cities. T-Mobile service personnel claim that their network is fine so it’s not their problem. The only recourse offered to me is to have the businesses call their providers. These are businesses that make and receive hundreds of calls every day without a problem. They are not concerned about my phone trouble. When I said I wanted to cancel my T-Mobile service, I was told there would be a $200 per line charge (and I have three lines). Even though I can’t receive calls and T-Mobile has offered no options for addressing the problem, the company refuses to waive the charges.

I brought up the numerous problems I’ve had with T-Mobile to illustrate the poor service history I have experienced. When the T-Mobile rep reviewed my records to see how many problems I’ve had in the past six month, he claimed he only saw two calls in his log—not the dozens I’ve made. One was the call in which I threatened to cancel service and was offered new phones. The other call was a billing question. He claimed that none of the technical support calls appeared in the log.

I have been looking for a job these past six months and it is vital that I have reliable service and be able to receive calls from everyone at all times. I don’t know how many opportunities I missed, and how much money T-Mobile has cost me. I know that I continued to pay for my service, even when it was totally unreliable and unusable for hours and days at a time. T-Mobile offered me some “bonus” minutes, which I couldn’t use because I didn’t have reliable service.

Despite the fact that I cannot receive calls, T-Mobile refuses to do anything to solve the problem--and will not even allow me to seek service from a reliable provider. Therefore, I am filing complaints with the Federal Communications Commission, the Oregon Attorney General’s Office of Consumer Fraud, the Better Business Bureau, and as many online complaint/advocacy groups that I can find. I insist I be released from my contract at no charge and I want a refund for the past six months of unreliable and inadequate service.

Just checked my bank account online which I do several times a month, I found a charge for $55.13 for vesta/t-mobile that shows to be pos (Point of sale/online?) which I did not authorize. I have five phones with verizon and have had verizon for 12 years for my mobile service. I have noticed several other issues with other people having problems with vesta for unauthorized charges.

In most of the other cases i've read, vesta had access to their credit/debit card numbers or their checking account/routing numbers from an actual paper check.

I have been with verizon for 12 years. I do not have a t-mobile prepaid phone. I do not have a prepaid phone from any wireless carrier. I make my payments direct to verizon wireless through my financial institution's 'billpay" system. At no time, in any way, did I or anyone in my household purchase a prepaid phone or timecard from any establishment, t-mobile or otherwise.

How the hell did vesta get my debit card number? I am on the phone with them now trying to sort this out. Regardless of the outcome my credit union will investigate and get my money back. I will also forward this information to the attorneys general of both texas (My state) and oregon (Where the charge initiated). The texas ag loves going after big companies engaging in fraud. This could be fun to see the eventual outcome.

I have been with t-mobile for three and a half years. In spring 2008 i purchased an air card. After my computer broke down in Feb. 2009, I purchased another and the internet wouldn't work in it. T-mobile never disclosed the cards weren't universal, never ask which model of computer I had, and told me the cards were out of date. They couldn't offer me a trade for another card. They did charge me for a early termination fee. In Dec 2008, I continued my contract and purchased another phone for 2 years. I added insurance and ask what the deductible was. The salesman said $50. I said OK. Presently my phone is broke and their insurance carrier says the deductible is $9o. I'm wondering if t- mobile is in the communications business or just into ripping people off.

I bought my HTC "mytouch" phone from T-mobile in October 2009. I started having problems with the screen rotating properly (from the vertical view to the horizontal view). I called T-mobile's customer service to find out what my options were. I told them I suspected it was a software or operating system (android) problem but the representative said my phone was still under warranty I could get a replacement sent out to m, 2nd day air mail via UPS and a prepaid box to mail back my defective phone. She asked what color the sticker behind my battery was and I told er it was "white". She claimed that was good and meant handset had not suffered from any water damage and that meant it was still covered. Then she read me the disclaimer stating that when my phone was returned and inspected I would be assessed a fee if they found any physical damage such as a "cracked screen or water damage". Wrll, I knew my screen wasn't cracked and she just said I didn't have water damage so I thought I was getting great customer service. I got my new phone the very next business day but found it had the same problem my first one had. I then concluded it was a software problem and I would call and ask T-mobile about it when I had time to.

Low and behold a week later I got a letter thanking me for participating in their warranty program but I was being assessed a $100 fee because they found internal water damage. I called and explained my new phone still had the same problem so if they wanted to charge me $100 for water damage that if it even existsed, didn't effect my old handset, I would just assume have them mail me back the old phone. It worked just as good as the new one did.

After pending over 2 hours on the phone they said they couldn't mail me my old phone, they couldn't provide proof my old phone was damaged and they couldn't do anything about the $100 charge except break it up into payments for me. I have been a customer of theirs since they were voice stream and this is really how they treat their customers. I am beyond upset and feel like I'm an undervalued customer.

So my family and I have been with t-mobile for a very long time. Their company was the one we started off with and have never switched. Over the last 3 years we have been having quite a bit of trouble with everything about t-mobile. Also I have had to replace my cell phone 9 times all within 6 to 9 months of eachother. I started with a small old flip phone with a white faceplate and the screen stopped working, then i went to a slider phone and the screen also stopped working, and every other phone I had since then has had the exact same problems. Every single time the screen ends up shutting completely off and then I have to go and replace it. I cant even begin to think of how much money I have spent going to pawn shops and buying off other people because, when I would go to a store I would get no help and end up walking away worked up and annoyed. The customer service in the 3 different stores I have been to has been equally dissapointing and unhelpful. So a word to the wise, do not get t-mobile for your service provider. You will end up being dissappointed, angry, and phoneless within 6 months of your signing up for it.

There is no way to verfiy customer identity without a pin you created at the creation of the account, a year or more for me. My problem is my account is locked and they will be text my PIN to me, but my phone is locked and until I can tell them what my PIN is they won't unlock my phone. Catch 22. My bank, doctor and lawyer don't have this kind of security. I understand the policy, but this is rediculous! So now my phone is usless, thanks T-Mobile.

In February I tried to use my pre-paid cell and got the message that no minutes were remaining. I used my c. card to add $100 of minutes. However, I never
used any of those (as I use a different phone 99% of the times).

In late March, I did try to use the phone to hear that, once again, no minutes were left. I checked my c.c. statement and found that $100 went to Vesta T-Mobile
in February.

After a horrible phone experience with T-Mobile reps, I finally wrote an actual letter to them asking for an explanation to where those February minutes went and credit for them. No response and it's been two weeks.

This certainly seems fraudulent. Ideas?

Susan

Sir I received mail from tm-awards informing that I have received award of GBP600, 000 in the 2010 T-mobile nokia draws in UK and to claim mail at [protected]@live.com

Accordingly which I did, later I received mail from mr.glen brown asking me to fill the form sent with his mail in which I filled my details and mailed him back he had also written in his mail that I should keep my winning confidential to avoid double claim which might lead to disqualification.
On march 20 mr.glen mailed that the royal court has approved my winning cheque and his deligate mr.philip gary E-MAIL: [protected]@yahoo.com will departure London on [protected] and arrive Mumbai on [protected] with the cheque. On [protected] I received a call from no.[protected] of mr.philip gary informing that he will be leaving tomorrow from uk with my cheque. His personal call made me felt that all this is really true but when I came across the site complaintsboard.com I realize that it could be fake.
Later on Monday 22-3-10 I received call from Philip gary from no.[protected] he said that he has arrived delhi and needs INR35000 for clearing airport charges for my cheque in the city.
This made my doubt clear that this is fraud. He sent an sms SURAJ ENTERPRISES A/C NO.[protected] OF ICICI BANK AND PAN NO.BLOPK2922F in which he told me to deposit the sum in this account. I told on my behalf you make the clearance and as he reaches Mumbai I will pay back the amount after which he never called me.

I m uploading this mail so that other people do not believe such fraud people and stay alert before loosing their hard earned money

Thankyou

No.[protected] london called on 20-3-10
No.[protected] delhi called on 22-3-10

Mr .philip gary delegate to India to deliver the cheque
Mr glen brown chief executive t mobile pro Tel: +[protected]

I called a tmobile representative to see if I had any upgrades on my account and was told I had some. I then proceeded to have him tell me the different types of phones to choose from and the prices. I ended up choosing 2 and he gave me a total of$126.88. I asked him twice to repeat it and he told me the same price each time. I ordered them and it was done. Then, fast forward a month and I get the bill and it has an extra $32.49 on it for"other expense". It also said it was an installment of 3. I called them and they said "Oh no, this is what you owe on the phone. We only billed you for part of the phone. Then I pointed out that the total was already on my bill and there even was an extra $32.49 added on for no reason. The manager proceeded to tell me that the one phone I ordered was $129.99. I said no, the representative told me it would be $79.99 with the upgrade. This is absolutely ridiculous! I asked her if they could find the taped conversation of the representative and me when I ordered the phone and she said no. I told her this is insane, the representative gave me a total of $126.88. Where else would that come from?How would he come up with a figure like that? I was totally given the wrong total and ended up purchasing the phone thinking it was that price. I WOULD NOT HAVE PURCHASED THE PHONE IF IT WAS $129.99! The total they have comes to $100.00 more than I was told. I am furious!

Sincerely,
Julie Mazick

"senior citizens/Retired customers who receive social security benefits"

It has never been considered by the executives of T mobile, that you have retired customers who are on fixed income (paid monthly). Some
people receive their benefits on the first, third or the fifth of the month. Then you have the people who receive benefits on the first, second, third or fourth Wednesdays of the month.

The problem is as follows: Customers who receive their benefits on the fourth Wednesday of the month may exceed the deadline and the service is cut off. For example: The fourth Wednesday may come between the 21st and the 30th of the month. If the payment due date
is the 14th day of the month. Now you have retired customers who
have no service until his or her check arrive.

I strongly encourage you to consider a "grace payment period" for retirees/seniors ONLY. IF SAID CUSTOMERS CAN SUPPLY YOU WITH PROOF THAT THEY ARE RECEVING SOCIAL SECURITY BENEFITS, THEY SHOULD BE GIVEN A GRACE PERIOD. IF THE BILL IS NOT PAID IN FULL AT END OF GRACE PERIOD INTERRUPT THE SERVICE.

I cannot believe T-mobile. When I moved and couldn't get service in my home, several tech support people told me they would do everything they could to fix the problem, and if not, they would let me out of my contract. After 6 weeks of switching phones, sim cards, cell towers and $$$ they couldn't fix it, so when I finally decided to switch carriers, they peg me with a final bill for almost $500! Including the cancellation fee and overage minutes they promised to remove. They lie! Now I can't even see my bill because they won't send me a paper bill and I no longer have access to my account online! T-MOBILE IS CRIMINAL AND NO ONE SHOULD USE THIS SERVICE. BUYER BEWARE!

I have a problem that is bringing mt credit report down A bill from TMobile is on my Transunion credit report and I am writing this because I have credit fraud on my acct and a well establish communication relationship with NYS Atty. general's Office and was informed to asked you all prove to me that my social security number is on that acct. which I know it is not I have never had TMobile cell phone service nor have I ever lived on Hertel Ave. in Buffalo New York BUT I can tell you my son who has misused me and my credit HIs name is Patrick j felder whose D.O.B. is 7/18/1985 and lives in Tampa Florida I have asked the previous company to follow up with the info. I have just given you all but no one took the advice so now the problem is still there and I am asking for u all to follow up w the social security on that acct because I know for a fact it is not me thanks Pattrick Felder-Barker 636 Norfolk Ave. Buffalo, New York 14215

I was told that I would receive 13% off my entire bill if I had proof that I was a AAA member. After signing up for this discount. A few days later my bill had split its cycle and I was being charged an extra 200.00 for a billing period in order for my bill to be printed out on the same days that the AAA members billing cycle is printed.

I asked them to change it back and i was told that the fees would only go up higher if I switched it back. The real SHOCK came in when i found out that my discount was only for the taxes on the data packages which was only $5.00 This is a royal flush scam and i am sure that AAA would not have anything to do with this scam!

Please don't fall for it. T-Mobile is misrepresenting that AAA discount to sell the discount plan. You will only end up paying more money in the end. The discount is not on your entire bill!

T-Mobile is by far the worst I have ever seen. The customer service is horrible. The website is only helpful if you want to pay your bill. I went out of the country for vacation and I got super overcharged. After not being able to reach anybody to help me explain why all the charges, I got so fed up I decided to just to pay and cancel my phone. That was on september, and I am still receiving bills from them.

I finally called and I was told if I don't pay the last 40$, it will just go to a "third party". I am so upset, I don't even want to type anymore.

I hate T-Mobile. I hope they go out of business. I really do.

T-Mobile went into my account and withdraw funds without authorization to do so. When I spoke to them about this they told me that I would not receive a refund because my bill would be do soon (a week out)

tmobile sold me a 2 yr contract and I picked them for a free flight. the com. THEY chose as theri partner is a BIG scam and fraud, I type slow and I could write pages of what I have done so far to at least get my money bakc. they lie all the time. after making it impossible to fly at all and a person has to make changes to accomodate them then they send a different itneerary and they are totally and completely unreachable thru any means of media and T - mobile wouldn't help at all. they nver did a price match and I was told by muy credit card co. to dispute the entire amt. so I did. now the tickets have no value and U. S. air doesn't caare nor does T-mobile and tlc is going to get what they deserve a sI see complaints on them all the time on many site! they will fold and I hope I can sue them. they have caused me great stress and tears and cost valuable time. I lost $531 plus many other expenses and countless hours.

what do I do? I tried to reach the attorney general in Mass. (one of the states they are in and showas on my papers). no answer. I really am angry that out of 3 lg. companys noone will make this right with me and my child. so much for the free flight and our vacation. My # is [protected] if any pre law students can help or anyone has advice. I pray soon a class action lawsuit ensues. HOW DO I start this?
ms Mcarthur

This is the letter I sent to Tmobile executive e-mail accounts I found on-line after 1 hour on the phone with regular customer service department, out of all nights on my birthday 11/05/09 :)

"Hi all,
My Name is Jasmin and I have been with t-mobile for few months now, I have 3 lines 586-703-XXXX; 586-662-XXXX, and 586-850-XXXX on my account working on 2 Blackberries and a regular Motorola cell phone.

The Motorola cell phone (586-850-XXXX) has been breaking down constantly and I had it replaced 3 times already. This last time I have sent in this phone to be replaced after I received the new phone I got a letter that the phone I have sent in was damaged and that my account will be charged $100 out of warranty fee, the phone was NOT damaged and I should not be charged this fee.

I called your Customer Service department and talked to the regular representative and a supervisor named Douglas employee ID 0840193 and they told me that there is nothing that they do for me. I also asked to for them to provide me the proof of this alleged damage, they said they can not do that.

It is not fair that after all the issues I had with this Motorola phone I get charged $100 for "damaged" phone which was not the case.

I was with Verizon for 10 years and have switched to T-Mobile to get good customer service and a good value. So far this is not what I have experienced.

I am reaching out to you for your help. I am asking for this $100 fee to be waived.
I will remain to be a customer and hope to stay with T-Mobile for years, if this issue is resolved.

Thank you in advance.

Sincerely "

I called T-Mobile requesting a copy of the terms and conditions of my agreement and the specifics regarding my account. They told me that they would not fax or e-mail and that I must go to the store where I purchased my phone. I told them that I did my transactions with them over the telephone and have never used a store and if they can change modify or add new lines, etc. over the phone, they should be able to conduct my business electronically as well. I asked to speak to a manager and had the ugliest, rudest conversation of my life. "Johnny" told me that he did not like my tone and he was putting me on warning and that I could not speak with anyone else and too bad for me. As a long time, loyal, pay-on-time customer, I was completely disgusted at their treatment and do not recommend anyone do business with this firm.

My Dear Brothers & Sisters,
Today I came home from a long day of work & school, and in the top of my desk was an envelope from T-Mobile. It was the T-Mobile BILL that destined me to speak to you, It was the bill that made me speak out for all the average joes out there just like me who spend hours of hard work and sweat to make some money to survive and take care of our families. I have been with T-mobile for more than 4 years and regardless of their poor service, their rate plans are awesome compared to other service providers. But to see an outrageous billing statement from t-mobile was the last thing I imagined. I have always kept up with my financial things and when something is wrong I know.
T-mobile bill was $218.78, with the usage charges. I normally only play $116.83, for some of us this maybe a not a big deal situation but for me who don’t have lots of money it was a big deal. So I called T-Mobile and first spoke with Gena (T - Mobile ID: 1232754), she told me that the extra charges are for text massages. Then I was even more surprised because I have UNLIMITED TEXT massages, so she explained to me that I have made changes to my account on the September the 15, 2009, and that I don’t have Unlimited texting, but only 1000 texts, and that I have also changed myFaves voice plan. The problem was that I don’t remember changing my text plan, but I do remember changing my voice plan. So I told the lady that, and then she told me that’s what’s says in her notes and she can’t do anything about it. So I asked her can I please listen to the quality control recording that you guys have when I changed my contract and my plan, so I can just know I did that. She said she cannot do that. Then I asked her can you please help me with this situation because I didn’t know it was changed from unlimited to 1000 txt only. She said she cannot. This was so unfair situation even if I did change my text plan. Because they charged me $0.20 for each text over and additional monthly charge for 1000 text, it’s only like $8 more for unlimited txt plan which was $14. BUT THERE CHARGING ME ALMOST $100! So I asked her again can you just do something about this, review this see if there is something wrong. She said she cannot help me but to offer me a payment method. I was thinking how I can make such a mistake. Why didn’t I know I only had 1000 texts? It is not right! Charge me $10 more, so they will still get the money for unlimited, but why are they charging me almost $100, ridiculous! So I asked Gena that I need to speak to her supervisor.
Gena told me that her supervisor not going to make any changes because he already decided. Hmm! Shouldn’t you listen to what customers have to say and think a little bit, maybe t-mobile made an error, but NO! They rather decided to harass me and tell me that I made the changes so I had to pay. They didn’t take the time to at least consider me and just look in to the fact that I’m saying that this change was not made or that there was something wrong. So I spoke to Gena’s Supervisor Mathew (T-Mobile ID 1232278). From start he said he understands the situation but he can’t help me. There was nothing he can do. He says I made the changes and that’s why I have to pay. So then there I realized ok I’m F***ed and that now I have to pay for this.
Even though I have gut feeling it’s not right, I don’t have a problem paying for it if it was really a legit fee, but My friends, my gut feeling was right!  So after I ended the call with Mathew I stared looking more detail into the bill and started to flash back memories of the time when I made changes about a month back from today. Then I realized T-mobile did fuked up. Because whe I made the chages lady told me that the effects will be effective from October 7, 2009, but they made it effective from the day I changes the plan. So T-mobile did harass me to pay this for no reason. Then I wonder how many people out there same thing maybe happen. I knew then there that I have to tell people the story, but first I have to call t-mobile again and see if they can change the situation and give my money back.
When I called T-mobile customer service department I spoke to Michelle (T-Mobile ID 0150526), who helped me refund the money, but was treating me wrong with attitude while she helped me due to the comments left on the computer by the other two agents I have spoke to minutes before. Just as same she was not able assist me without even hearing my full story. So I explained to her that I made changes on the September the 15, 2009 and according to the text massages I have received on my phone from t-mobile the changes done to my account was to be effective on October 7, 2009. So even if they changed my text plan, I should have unlimited text till the October the 7th 2009. They didn’t provide me that, they rather charged me $100 for all the text from the September 15 2007 and on till today. She is telling me that only the voice plan changes were effective on October 7 2009, but the text msg charges are there because the text massage plan they said I changed was effective on the same day. WTF! Then I ask her why would t-mobile send me a text on September 16, 2009, 10:05 AM saying changes made on my account will be effected on October 7, 2009. And I recalled the lady that assisted me saying that too. I told Mitchell, and other agents I spoke to check the quality recording and see. BUT She still was not able to help me. I was done, I knew I have to take legal actions, so I asked her if there is any other way she can help me, because that this is not fair and not right. Well this is funny, because at this point I know T-mobile messed up and that why I was being charged and I have their own text messages sent to me to back it up. Then Mitchell put me on hold and comes back and tell me she try to pull something together for me and she talk to bal bal bla and that she can get me a 20% off on the bill. I never heard this form no one. I was LIKE NO! Because I’m not supposed to be charged! So I explain and get harassed all over again and she comes back and tells me she can give me 30% off the bill, so at that point I felt Like I was dealing with some con artists, and I told her NO! I told her I will not pay a penny for something that I don’t deserve, and if we she were not to help me with the manner that I will take actions against them legally, and that I will complain them to BBB, FTC. Witch I will do. Also I told them I’m complaining not just for myself but for other people, who are in the same situation just like me but might not have time to complain or take action. Then she put me on hold again and comes back, and gives me advice regarding how to manage my account, I didn’t get no apology for what they have done and hours of time they took out from me, and harassment, but then agrees to refund the usage charges which was close to $100. Then I asked her who have these decisions made, and then Mitchell tells me it was her supervisor Angi (T-mobile ID 3417970). So then I told her thanks for helping me, but that I’m very concern doing business with T-mobile and that I will complain and tell people about what happen because that it’s not ethically, morally right that you guys are doing this to people. Tricking people to pay these unnecessary hundreds of dollars of charges when they only suppose to pay like $10 -$20 more even if it’s the case of over texting charges. Be careful when you make changes on the phone and write down the people’s names and work id number that you talk to, because those are the only things that can back you up at the end. Always ask for the things in writing. Also Be careful when T-Moile say this is effective on this cycle date, but somehow other parts of your plans are affected on a different day. I’m just out here to let people know about what happen to me and hopefully people can help themselves or help someone else who maybe in the same situation, or just be aware. If you do have problems or unfair treatment you should always complain to better business bureau and FTC, and let the people and authorities know.

Back in the beginning of January I bought my daughter a side kick slider two weeks into it the phone shut off by itself and came back on doubling her contacts.

This kept happing over and over. Come to find out there was a malfunction with the side kicks and they stopped selling them. They clam that the problem was fixed and the started selling them again. As it turns out they didn't fix the problem and it is still happening.

They said they would exchange the phone but they couldn't promise the phone would be new it may be kind of new. I asked if they could just fix hers and they said they cant promise if they would be able to. This makes no since just because the 14 days are over they wouldn't make any promises.

I paid good money for this phone I think the only reason there doing this is cause they know the problem wasn't fixed. There has to be something I can do they only give you 14 days cause they know that this problem happens on most of these phones around the 14th day I just don't know how these people get away with this and how they can get away with taking your new phone and giving you back a used one. They know the problem with the phone they admitted to it they should be selling it.