T-Mobile USA
Reviews and Complaints

When Sprint was bought out by T-Mobile, I was sent multiple letters with SIMs cards to switch over. The letters assured that your rates would not change. I went into T-Mobile store and spoke with a salesperson there and asked about my bill, if it would remain $140/mo. for the service plan and asked how much it would go up if I added a line. I was told my service plan would go up $20 (with the auto-pay discount). So I added a line and bought a phone. We were told they had great deals going on if traded phones in, so we decided to trade our phones in and update our phones. When we left we were told our bill would be $257 ($160 for service plan, 45 for equipment after discounts, $11.99 for Netflix, $40 for internet that we decided to try out). The first month my bill was around $330. I called and they said they would make adjustments. The next month it was wrong again, so I called and adjustments were made, so I was told. The internet service wasn’t good, so I called to cancel it. Every time I called I got apologies and told they would adjust it. This months bill (May) was higher than the last bill, even though I cancelled internet because we lost a discount of about $32 for a Galaxy phone. So I called for the 3rd month in a row. The lady told me we lost the discount because we switched to a lower plan. We were never told we were switching to the Max Plus plan to begin with. She told me there was nothing she could do, my bill is what it is (which is $50 more than I agreed to). So now, I’m stuck with these phones on payment plan with no phones to trade in because we already did that to get these “amazing deals”. It is really bad business to send out letters saying your rates won’t change by switching from Sprint to T-Mobile, and then to have sales people be SO misleading and tell you a quote for service that is WAY off. My husband didn’t even need a new phone but we traded in his Samsung S9 Plus for a Samsung 23 Ultra because we were told it would be just shy of $18/mo. Now we are paying full price and basically got $30 for his old phone. I will be getting new service ASAP. I don’t even care if I have to pay full price for the phones. I will not support a company who is so misleading and crooked.

Hello, I’m filing my complaint against t mobile due to not take priority in costumer safety. I had this phone number [protected] ) for awhile now and I been paying it myself I don’t use government help. Recently the name on my Phone number was changed to Rameriz Vasquez. I don’t know who that is, I complain to T mobile about ur and nothing was done. I don’t understand why/how T mobile can let someone into your account and change stuff in your account without your permission. It is not safe, Thank you .

My phone stopped making and receiving calls. After i called t moblie and they verified my number by text several times, they told me i had to got to a store and get the sim card changed out because the account holder could not verify their account. Tmobile took over Sprint and the password was from Sprint and it didn't carry over to tmobile. The store told me i was not the account holder and the account holder had to be there for them to fix my phone. So i had to go get the account holder take them back to the store just to get service. I should not have to drive all over Houston to get a sim card replaced, tmobile should know their equipment. They should be able to see my phone was on there network and the phone was not working on there network and fix it without making me jump through 10,000 hoops

I have filed for bankruptcy Chapter 13 to protect me and debts to creditors on April 25, 2023 Case No.: 23-13486-JNP

According to the law creditors are not to suspend or discontinue services while under a Chapter 13 Bankruptcy.

I have explained and want to provide the documentation but while on phone for 1 hour the expert would not provide me an email to send documents nor a telephone number for corporate to advise them, of this and disconnected me.

I have a husband with stage 3 cancer and I must have my phone service on. I have made multiple payments. This company is terrible.

Deborah Mull

[protected]

I have been complaining to T-Mobile and Sprint about my phone being hacked. I have changed phones, bought protection plans etc and nothing has helped. I know that there is a surveillance app or program out there that allows people to watch and listen as well as track people and that is exactly what has been happening to me. I’m prevented or interfered with when I’m trying to submit forms or such. My phone hangs up when I’m having certain conversations. And I can’t shut off my phone sometimes.

Went to this store to get a new phone for my son. I said give me the best deal . He ask me if i wanted a nother line and i said no. they gave me the Samsung s23 for 23.00 dollars a month, they told me i need a screen protector or it would not be protected by my warranty , i found out this was a lie. they also told me that i had to buy there charger block to charge the phone, also a lie, A few days later i called them to get another phone for my son and he said they were out of s22 but he would call around ,he called me back and said no one had them, another lie called Bridgeville store and the salesmen said he had them, so we went there and he was a great help and he says the man at the other store tells people anything to get a sale even lies. the salesman who lied is from store 1597 Washington ste a36 Bridgeville pa 15017 salesmen code number 3160291 Been with t-mobile over 10 years this is the first time anything like this happened. I found out the other salesman charge me for a new line which i didn't want and now my bill will go up another 15 dollars which I didn't authorize .

I have waited over a hour to talk to a represenative and after waiting i finally went to a store off southern and alma school only to be treated rude and find they can do nothing also. I have had tmobile a few years but lately the customer service is very bad. I seem to keep getting xtra charges on my bill and may end up changeing carriers if not resolved.

Store Address: 3431 West Thunderbird Road, Suite #3

Phoenix, AZ 85053

04/03/2023 - Visited the store to see if I can get a free phone if I transferred my Boost phone number with TMobile. I found out the TV commercial was not true, there is no such thing as a free phone. The store rep convinced me after much negotiation with me that he will give me a good deal on a new phone and I only have to pay $9 a month so I agreed if he will make sure I keep my existing number and there will be no gap on my phone service. He said yes he promised. This store rep took my debit card and charged it for activation fees for the amount of $76.02. He didn't give me a receipt and no email was sent to me about this transaction, but I have my debit card statement of course to reflect this charge. I sat there inside the store for almost 2 hours till closing time because they kept attending to customers who walked in to buy iphones or other transactions conducted. They would stop at where I was sitting telling me they will come back to help me in just a second but they continued to keep me waiting. They instructed me to contact the Boost customer service to get a transfer pin from them. I just paid this rep for activation fees and I was made to wait on him and then do his work for him by calling Boost? Soon it's time for the store to close, the store rep told me that I should come back the next day so he can then complete the activation. That's when I told them to cancel the transaction because i specifically told him before I handed him my debit card that I want everything to be completed so I don't have to come back since I dont drive and have no means of transportation. I remember him saying that I have to wait the next day to call and request a refund. I left the store that night without a phone from TMobile. My debit card charged with $76.02 for activation fees without them actually activating anything.

04/04/2023 - Received a call from a Customer Care agent asking me if I still want to proceed with activating the phone. I told him that I told the store to cancel everything that;s why I left the store empty handed. The Customer Care agent agreed to refund me the $76.02 and asked for my bank information so he can issue the refund. I told him that he should see the card it was debited from but he still insisted that I give him any of my bank information and it doesnt have to be for the card i was charged with at the store. So I gave him my Chase bank routing number and account number. He gave me a Reference #[protected].

04/09/2023 - Called Customer Care @[protected] to follow up. I called twice that day. The first agent I spoke with can't find anything about me even after I gave her the reference number #[protected]. She was assuming that because it was a holy week maybe that's why my request for the refund could be on pending status. I told her how can she know this when she said she cant find anything relating to my case. Our conversation was going in circles so I gave up and asked if i can speak to somebody else. She wouldn't transfer me to anyone so i hung up and called again. The second rep I spoke with actually picked up the phone and called the store. When he got back on the phone with me, he informed me that the store said I was not to be refunded my activation fees. I asked for a manager and this 2nd rep put me on hold for a very long time. After being on this call for 53 mins, I just gave up.

04/13/2023 - I called the store and actually spoke to the same associate who I dealt with on 04/03/23 when I was at the store. I asked him why he has not issued my refund and he said im not entitled to receive a refund because it was my choice to walk out that night. I told him that I have every right to cancel the transaction after how he made me wait for almost 2 hours and charged my card without activating my phone as promised. He hung up on me on that call. I Called Customer Care again to see if they can help me talk to the store on my behalf and all I was told is to call the store instead and deal with them on my own.

04/18/23 - I received a call from this TMobile store telling me that now they are agreeing to issue me a refund but I have to come in to the store. I asked him to give me an explanation on why I have to come in to the store when all they need to do is issue the refund on the same debit card I gave them to charge with. He said it's just how it is. I need to come in to get my refund. I told him I had moved to another city (Laveen) and reminded him that I dont have a car and Uber is gonna cost me a lot of money just to come in to the store. He hung up on me when I continued to ask him why when I was still living close to the store they refused my request.

04/20/23 - I called the store and this time spoke with the store manager. Again no explanation on why they refused me initially when I contacted them on 04/13/23 prior to me moving to another city (Laveen). He can't give me an explanation, no apology for hanging on to my money for 17 days now and counting. This store manager was also giving me the same [censored] story that i need to come in to get my refund started. I told him they have been hanging on to my money for a while now and that is looking like they are intentionally being fraudulent by doing so. He too hung up on me on that call.

It is now April 25th, and still the store has not issued a refund to my debit card. I don't see any reason why I need to come into the store for them to issue my refund. I don't have the phone for me to return, I never took home the phone. They are intentionally giving me a hard time because they know I don't have a car. They make it a point to upset me, so they can hang up on me over and over? I'm at a loss on how this is even legal for a TMobile store to hold on to my money when I did not receive anything from this store. All I got was a horrible customer service and I had to pay them with my hard earned money? I wasted so much time calling the Customer Care number and the store and nobody cares. Nobody gave a damn. It was a simple refund okay.

Signed up for T-Mobile January 30th cancelled March 10th. 3/10, another full payment withdrawn from my account, which makes no sense! called 3/28 spoke with “Shy” she informed me I would receive $34.62 by way of a check. No check! Called again on 4/11 spoke with Olivia who stated you’re entitled to receive $35.61. Today after calling, No Refund WTH

On 2/21/23 I decided to try Tmobile internet service, and signed up at a store. I was told that I had a 14 day free trial. If I was't happy with the service, I could return the equipment to the store, cancel the service, and not be charged anything, as long as it was within the 14 day trial period. It was in the wrtiien contract, and I was also told this at the store.

On 3/1/23, 9 days after ordering the service, I brought the equipment back to the store, and waited in line to cancel the service. Once I was waited on by a TM rep, I said I wanted to cancel, because I was not getting the bandwidth I needed. The rep said no problem, and told another rep it had been 9 days since I ordered. After the rep processed the cancellation, and took possession of the equipment, she said the order was canceled, and that I would be charged nothing, due to the fact that I canceled within the 14 day free trial period.

On 3/11/23 TM auto-debited my credit card $50 for the first month of service, as if I was a TM customer. I promptly called TM on their toll free CS #. It was a long call, and the end result was the TM rep telling me I would have to physically go into a TM store to resolve the matter, because I could not remeber a pin # I created. I told the rep I would not waste my time & gas to drive back down there since TM was the one who caused the problem. Even though I provided them with the acct #, the phone number that was dedicated to the internet acct, and other info on the paperwork, the rep said I would have to go to a store.

I was able to get the CEO's email address (mike.[protected]@t-mobile.com). I sent him a scathing email about the issue, all the time I had to waste in my attempt to resolve it, said I would not drive back down to a store, and that I expected TM to refund the $50 back to my card. I then received an email from a TM Senior Specialist ( Larry.C.[protected]@t-mobile.com). He was cordial, apologized for the problem, and refunded the $50 back to my card. Originally, per a CS rep, I could only receive a prepaid credit card with the refund, at which point I said I wanted the $50 put back on my card. The rep said he would not be able to do that.

Over the last few days I was getting calls from an 844 #, at least 3 or 4 calls per day. Today (4/11/23) I finally answered the call. It was TM with an automated voice saying I had an outstanding debt with TM for $30, that it was over due, and that I needed to pay it asap to avoid collections. The auto voice further said to wait for a rep. I waited, and a TM rep based in the Philipines, and working from what sounded like her residence, said she would try to help me with the issue, once I told her I owed nothing. Once again, I was on the phone for a while to get another issue caused by TM resolved. The rep put me on hold for a while, and finally came back. She said not to worry, that after 1 or 2 billing cycles, the $30 bill would drop off on its own. After the problems TM has caused for me, I am very skeptical what she said will be the case. I expect to get more calls about this phantom bill.

In closing, I believe TM has highly unethical, and potentially illegal business practices. I don't believe it was a mistake I was charged the $50, and I don't believe it was a mistake that they are attempting to get me to pay $30 I don't owe. What I believe they are doing is increasing their bottom line in an underhanded & illegal way, by not only auto-debiting consumer's credit cards, hoping they don't notice, and also making robo calls to unsuspecting consumers, telling them they owe, and some of them pay without actually knowing they owe nothing to TM.

I will never order / buy another product or service from TM. I think they are an outright scam company, and advise consumers to avoid TMOBILE at all costs.

Hello my name is Sheryl and I have been a customer of metro-pcs now Metro by T mobile since 2016. On Jan 25,2023 I filed an insurance claim to replace my handset with Assurant the insurance company that Metro by T mobile uses I was sent handset and took it to the store to activate. It was activated I did not make any chances to my account nor did I give anyone permission to make changes to my account. On March 29, 2023 I called Assurant to file new claim because the handset I received by in Jan is having issues. I was then informed by Assurant that my insurance was removed on Jan 25, 2023 so they couldnot process my claim. They told me this was done by Metro . I went to the store to find out why this change was made to my account without my permission or notification after the fact. The employee at the metro store on March 30th assured me to my face that they didnot do that and they wouldnot; it was Assurant. after a brief illness I called Assurant who explained in details that this was not their policy and that without Metro fixing this issue I couldnot file a claim. I called metro and was told unapologetically that they accomatically removed insurance after 2 claims in a 12 month period . Which was the first time I learned of this practice and I requested a supervisor and she explained that it was done hang up on me when I tried to explain the issue. She told me to have a nice day. Her name was Lexia . Please help me

sheryl

I switched the cell phone carrier from T-Mobile to AT&T on 3-5-2023. I received T-Mobile billing statement on 3-15-23 and asking me to pay the full amount from 3-3-23 thru 4-2-23 for $165.52. I called T-Mobile General Customer Care [protected] and told the employee that I am responsible to pay only the portion when I am still the T-Mobile customer (i.e. from 3-3-23 thru 3-4-23), not the whole month. Employee said she understand the situation. Maybe the billing statement was sent before I switched the mobile carrier. She told me that she can't stop the autopay and suggested me to go to the T-Mobile store and cancel the autopay and wait for the final billing statement. If I don't do that, T-Mobile will charge me the full amount and may take a month of 2 to credit me back the charge. Therefore, I went to 2 T-Mobile stores because the 1st T-Mobile store employee (13611 NW Cornell Rd, Portland, OR 97229) said he can't access my account because I am not a T-Mobile customer. I told him that I didn't have access to T-Mobile account online once I switched to AT&T. That's why I called T-Mobile General Customer Care [protected] but she said that she can't verify I am the actual customer through the phone. I need to bring in my ID to T-Mobile store and resolve the issue. It was very frustrating and time consuming. The T-Mobile employee asked me to go to another store located at 3435 SW Cedar Hills Blvd C, Beaverton, OR 97005 and do it. Therefore, I followed his instructions and went to 3435 SW Cedar Hills Blvd C, Beaverton, OR 97005 and told the employee the same thing all over again. In the beginning, the employee said he can't stop the autopay either. I said you guys are kidding me. I no longer have online access and do anything online. I called the 800 number and tried to resolve the issue and the customer representative told me to go to the T-Mobile store and resolve the issues but you guys are not trying your best to take care of the issue seriously. Then the employee went back to his office or something, After a couple minutes, he said he is able to use the computer and remove the autopay. I asked him how much I owe and what's the final amount. He said he didn't know and asked me to wait for the final bill. I was waited and I finally received a letter from T-Mobile on 4-3-2023. The letter basically said that T-Mobile hasn't received the outstanding balance of $165.52 and asked me to make the payment TODAY for the amount due to prevent collection activity on your account. I was very disappointed about the letter. Instead of sending me the final bill reflecting the corrected amount that was owed, it sent me this letter showing the same amount. I called T-Mobile again on 4-4-2023 and talked to Jasper the whole situation again. She said that she can't do anything - 1) she already talked to her supervisor and 2) tried to escalate the issue. However, the issue/billing balance was already transferred to collection department. She can't do anything. I was furiated. I got the letter and called the next day and tried my best to resolve any outstanding balance. T-Mobile sent this collection without any waiting period. I told Jasper to make note that I was very disappointed about the whole experience. Disabled my online access, no email/phone/text communication. I am taking proactive approach and tried to handle the account closure and made the final payment. All I received was a warning letter in mail (it takes time to mail to my physical address). By the time I received the letter, the issue was sent to their collection department. T-Mobile cannot treated their previous customer like this. I already tried my best to get this done but T-Mobile employee said they can't even do anything.

Today my phone went black and would not respond to any online fixes. I brought the phone to Wenatchee t-mobile store and explained the problem. After about 5 minutes with no success the person helping me asked if it was a stolen phone. I said no and he responded with “ can you tell me where you bought it then?” I felt like this is the worst service I have ever received from T-mobile and the line of questioning and demeanor were out of line. After around 10 minutes the phone let you shut it down and restart and it was fine until jI got home and I got several calls from my emergency contacts asking if I was ok. I finally figured it out by doing a troubleshooting online. My experience with the little jerk in Wenatchee has me wondering if I shouldn’t switch carriers. Dennis Nelson [protected]

My phone was not working for almost two days. I could not receive or make phone calls. I could not receive text messages and when I tried to send a text it would constantly fail, I could not send phone calls and all call received went to voice mail...my phone would not ring.

It was shown that my account was closed, (but the bill is paid automatically) the sim card was not working it was unregistered during the transition from Sprint to T-Mobile.

I need my phone for work to verify when signing in. Suppose I had an emergency, I would've been [censored] out of luck but that's not T-Mobile's problem, just their customer's, as I was informed by T-Mobile.

I was with sprint for many years, since my 1st cell phone ever and they always had their customers back. Never any issues, if so, they made it right.

T-Mobile closed my account when switching it over from Sprint and would not issue a credit. When they closed my account, it no longer read the sim card, but T-Mobile said it was a malfunction with the sim card...it's funny it occurred when they were switching from Sprint to T-Mobile and closed my account in error. If they are moving accounts from one carrier to another, the customer (me) should not be affected by the move. It should be a smooth transition, and I should not have to call and be on the phone with them for most of the afternoon trying to figure out what the issue was.

I was told by T-Mobile they do not issue credit. It's ok for their system to screw up, but they do not have their customers back. I need my phone for work, and I never leave my house without my phone just in case of emergencies. But the phone was not in working order, text or phone calls sent or received.

I miss Sprint already. My family have been asking me to move to Verizon, this may happen very soon.

Avoid T-Mobile, they are the WORST and most dishonest company I have ever dealt with! They have HORRIBLE service; they are unable to do the simplest things like stop an auto-pay because you decided to pay it with cash in person! Neither the workers nor managers could do so or acted like they could not as then they paid it on my future months bill which was not even due! The service goes down constantly and is SLOW, and you CANNOT work from home with it, they lied and said it would be fine when I signed up. They also try to cheat you out of all of your money after you shut the service down, first trying to find something wrong with the tower, then being rude and disrespectful to you as a tag team in the store, then incorrectly reading the account screen and accusing you of missing a payment when the truth is they duplicated the same payment and paid me a month ahead because they are stupid and incompetent, then they finally figure it out after playing dumb for hours and trying to scam you out of your money because one will do business with them because of their horrible service and products and lack of honesty and then they finally agreed to credit the last month of service that I did not use but did pay for, after I let them know that I work for the government and do not appreciate being ripped off and they credited it, which left me with a $20 credit, then I called and asked them to send the credit to me as they had not done so automatically and it had been months and I kept getting the bill with the credit in the mail and knew I would never go back to them, and the first girl said it had to go on the debit card I used to pay my payments and said she sent it there and it would show within three business days, a week later it never showed up, so I called back and the guy took my bank account and routing number and said he set it up to go to my checking account via ACH and it would be there within three business days so I waiting and a week went by and it never showed up, then I filed a complaint with the FCC, the executive office clown then contacted me by phone and left a message and I returned his call and left a message and said I wanted him to discuss it by email as I wanted all in writing, he then waited two days and called me again, so ignored my request, more crappy customer service, then he was a smart mouth and half laughing about my frustration and said "Oh it looks like they over credited your account and you are not due a credit at all so I will just zero it out". THIS is how they run their business and WHY you want to avoid them! I have contacted the regulators again; they are committing fraud and have no intention of giving me my money. I am sure they do this to all of their customers so either make them money off them by cheating them by over charging them and not refunding time unused, or by finding false things wrong with the returned equipment or by cheating them and not returning their credits. They are scum, avoid them! I am a twice widowed 58-year-old mother, how hard up can someone be for a dollar than to rip someone like me off! God sees all and they will face their maker one day and regret what they did!

What a NIGHMARE! T-Mobile updated my phone about 1 1/2 week ago. Immediately since the update, my text messages are repeated on the message threads that I am a part of. In addition, my phone keeps freezing, and my phone calls are now being dropped more often. I have cleared the cache, and done everything on my end that I am supposed to do to ensure the integrity of the system. However, since this started to happen immediately after the update, this is clearly a problem T-Mobile should be handling on their end.

Bought a Wi-Fi router. Sent it back once we finished using it. They said they took care of it but a month later they notified us that we've been charged. We go back complaining on why they charged us for no reason. They said they took care of it. After a month goes by, they keep saying we owe them money this has been going for around 5 months now and they keep bothering us for something that we returned a long time ago. We've called several times and complained to their representatives they said they took care of it and gave us a confirmation number: [protected] but every month they send us an envelope stating that we still owe them money. now they have a collection agency insisting that i still owe.

A few months ago I signed up for Tmobile internet. All was fine except the mobile hotspot device they provided did not work. I tried several times to get it to work but finally had to do a warrantee return and get a new one. Than one was not any better so I called Tmoble and cancelled the line tied to the hotspot. I thought that was the end of it until I noticed that I was now being charged a monthly fee for the device.

After having a thoroughly unproductive conversation this morning (3/12/23) with first a team member and then a supervisory team member, I was both surprised and disgusted with the complete lack of customer service I received. Neither was even slightly interested nor sympathetic to my situation or motivated to offer even a hint of a reasonable solution to my predicament. Customer retention was clearly ÑOT so much as slightly attempted by either one of these two.

In fact, the first one so much as told me that if I chose to terminate my service with Tmobile, that I would still continue to be billed for the piece of equipment that neither works nor do I want. If you truly do record these conversations, go back and listen. I was told that when I cancelled the device, I also cancelled the promo and therefore now had to pay.

For many, many, and again many years I have spoken nothing but good things about Tmobile to everyone I engaged in conversations with about mobile service. However, after today, I sincerely believe that I will likely cancel my service with you at the end of this billing cycle. And that is a hard decision to make.

On Friday, I tried to make an online payment for my prepaid hotspot which was declined and tried again, and failed. On Saturday, I went to my local T-mobile store and the manager there spoke with a representative who said she would give me temporary service until the next Monday. I tried to connect the next day, Sunday and had no service. I called Customer Support and was told I needed to make a payment; when I tried to explain the situation, he started talking over me, saying, I can't hear you, you're fading in an out." I called back and spoke with a different rep and when the conversation reached the same point, she started talking over me, saying, I can't hear you, you're fading in an out." I went back to the same T-Mobile store and spoke with a customer service rep there who called Customer Support and told them what the Support Rep had told the manager on Saturday about extending my service until Monday and he was told, that that was not correct, so I have not attempted to make another payment and will probably cancel my T-Mobile prepaid hotspot account.

I was lied to from the very beginning. It takes 3 hours on the phone for T Mobile to get a foreigner to ask for absolutely every bit of personal information one person could ask another then just to be lied to.

The Lie was they were offering a promotion that stated if i started an acct They would code in a promo to make the Franklin T10 Hotspot device free as I will be purchasing data from them monthly.

Next thing I know without even 1 gig out of 10gigs used off hotspot I receive a bill for $145.00.

Criminal and total false advertising.