T-Mobile USA
Reviews and Complaints

I had Sprint for years never has an issue with billing, on 11/2022. I was offered a promotion from Sprint if I upgraded my phone. I took advantage of the promotion and Sprint did honor the credit through what they called a Care Mark Credit. Now that my account was transferred to T-Mobil the credit was not honor. I have called several time T-Mobil and asked them to pull the calls and records from my Sprint account and they either hung up, laugh at me and tell me to try to sue them if I can. Very frustrating and what a horrible service this company has. Just waiting to payoff my phone to transfer my services. Per Sprint they have submitted everything to their back office to process the credit however; T-Mobil still not honoring the credit, no matter what Sprints does.

Tmobile equipment (signal booster) was returned on 11/25/2022; I am still waiting for a corrected final bill. I was told on 1/12/23 that in 3 to 5 business days, there would be a resolution. Today (2/27/23) I called and was told "in 3 to 5 business days, there should be a resolution", "we are still trying to locate the device", "there a many people that are in similar situations".

In the meantime, the last correspondence from T-mobile dated 2/21/23 states it is a final notice, I need to pay balance in 10 days or it may be turned over to a collection agency (i have worked hard to keep maintain my credit).

I was with this company since Voicestream, This is an unacceptable way to treat someone that stayed a customer for more than 17 years.

My mother had a pre-paid account with T-Mobile. She passed away in April of 2022. She still had a balance of $80.36 left on her phone. On February 21, 2023, I received two emails stating that her service was cancelled, and her primary number, [protected] was cancelled. When I called to ask about getting her $80.36 refunded, they informed me that the account of the prepaid money is only good for one year and it expired in November of 2022, so no refunds are available. I did not receive any notifications informing me that her monies would be expiring. T-Mobile told me that they do not send those notifications out. That is unacceptable!

Re: Disappointment, Anger, Frustration, ignored, etc.

To whom it may concern,

On January 20, 2023, I went online for T-Mobile to suspend my phone because my phone was stolen. I was not able to pay the deductible at the time, but I wanted it disabled. On February 9, 2023, I attempted to file the claim but was not able to because it said the IMEI was incorrect. When I tried to call Assurant, they said my passcode was incorrect. I then called T-Mobile for verification. He apologized for my problems and stated that he would take care of it. He placed me on hold and when he returned, he stated that he would take care of it and I should have my new phone on Sunday February 12. He texted me his information and was going to call me on Monday to make sure I received the phone. Neither of these things happened. I then called T-Mobile on Tuesday and once again explained the situation and after a brief hold, he told me that he contacted Assurant, and they would take care of it. He transferred me and the line was disconnected. That ended that.

I went back online to attempt to file it again and put the same IMEI number as before but this time it worked but was to an incorrect phone. It said that it belonged to a Galaxy not a Moto G. So, I called Assurant and told them that the phone was incorrect. I could not understand what was being said to me. A representative called me, and I stated again that the IMEI number was correct, but the phone listed was not. She assured me that it would be taken care of.

On February 17, 2023, I received a notification that my claim was denied due to misrepresentation of facts. I called to speak to the Supervisor to find out what that meant. She stated that the phone I was claiming that was stolen was in fact used the month of February. I explained again that they had the wrong IMEI number. She stated that it was the IMEI number I listed, and I told her how I could put in a number I don’t even know. The phone was a Moto G not a Galaxy and I had tried to tell people this, but nobody was listening to me. She said again that the claim was false because the phone was in use and that was the IMEI I put into the claim. I explained again that I’m sure it was being used but it’s not my phone. Once she started being rude, I asked to speak to a manager because she was not listening to me and calling me basically a liar. I then spoke with the manager of Assurant, and explained the conversation I had and why I was becoming very angry and frustrated. He told me the same things she did regarding me misrepresented the claim. I explained again the IMEI number was incorrect the phone was a MOTO G not a galaxy and I could not have put the wrong number in that I don’t know. He placed me on hold and said he called T-Mobile and they told him that the phone had not been in use the month of January and the claim was still denied.

I since then called T-Mobile and had the line cancelled. Eventually I will cancel my account. This is not the first time I have had problems with Assurant, but it has been the worse. This includes T-Mobile.

I was treated horribly, basically called a liar, and disregarded as worthless. Again, nobody listened.

Thank You for reading this letter.

We had the same issue last Fall, was corrected, then started acting up again about a week ago.

Issue - internet drops for a few seconds and causes TV apps to log out (many times a day). then have to log back in and find the program again. very frustrating as it was fixed last fall, and now something on the back end happened and the issue is back again

Have rebooted Router, and also rebooted flex box. Issue continues.

Thanks, Rick

I have been a T-Mobile customer for 20+ years. Up until now, I have been happy with their service. However, about a week ago I began to see advertisements for free I-Phone 14+ and Samsung S23 phones for new customers. I called into T-Mobile support on Monday 2/13/2023,27 to see if they would give me the same offer they were giving to new customers. Previously, when I dialed 611 or called T-Mobile customer service, I spoke with someone in Texas. The last time I had an issue was a few years ago, so I was surprised that the Customer Service people are now in the Philippines. It is difficult to communicate with the representatives due to the lag time in each other's voices as well as their accent. That resulted in both of us talking over each other multiple times.

In any case, I called on Tuesday, and, after waiting on hold for 27 minutes, I hung up and called back about a half hour later, and, again, waited on hold for 39 minutes. The Representative who answered was very nice, and after hearing my question, and doing research, he told me he would have to speak with a supervisor who would call me back withing 24 - 48 hours. The first person who called me back went to voice mail (my phone never rang), so I was unable to speak with them. The next person that called me back was on Friday 2/17/23, and they simply said that they were still checking into it and would call me back within 24 - 48 hours. They called back today, and again, their call went right to voice mail (my phone never rang). I called in to try and get an answer, and, again, waited on hold for 35 minutes. The Representative who answered was unable to answer my issue, and said she would have to bring in a supervisor who would call me back. I told her I would prefer to hold on since I didn't want another call to go directly to voice mail. After waiting another 5 minutes or so, the supervisor, EUGENE ID#231010, came on the line. He refused to read the notes on my file, and insisted that I go over all of the details with him again. He was absolutely no help, and was also very rude. After all of this, he told me the offers I was seeing were only for new customers, and he would offer me nothing. I said I guess I will look into going to Verizon, since they were offering promotions to new customers. I then hung up with this very rude and incompetant supervisor. About 30 minutes later, I received a message on my phone that said "sim card not provisioned mm2". When I googled that, I found that it meant that my sim card was deactivated. I went online to my business account to try and get help there, and it no longer recognizes me there. Therefore, EUGENE disabled my sim card without my authorization! I plan to go to a T-Mobile store tomorrow to get this resolved, but I am fuming mad at T-Mobile, and I would no longer recommend that anyone use T-Mobile for phone service. What happened to this once great company?

T-mobile is committing FRAUD I Mhad ordered a New Samsung S22 ultra, it arrived and I immediately Realized that I ordered the wrong Storage size I contacted T-Mobile and was immediately told that I could return the device under buyers remorse with no penalty. Upon arrival on 10/31/22 the Warehouse lost my handset and I spent the next several weeks trying to get that tracked down. Three months later I still have not received my $89 activation fee refunded. In the meantime I was having issues with my note 10 it would over heat not hold a charge and NFC didn't work. I contacted my accident coverage assurant to File a warranty claim. They told me that my issue was covered directly with T-Mobile. I contacted customer service & was told to go to send in my device directly toT-mobile. I received a letter that said my warranty replacement was complete and everything was fine. The next thing I know I have a $805 phone bill. So I began contacting Supervisor's who told me it would be resolved. Than I received an email that said my out of Warranty fee is valid and "Would not be adjusted "

I contacted T-Mobile Social elite care team. They claim my phone had a Crack on top left corner. I told them it had to of been damaged in shipping. They say I still owe $805.

I changed to T-Mobile after confirming 5G service at my seasonal address is Casa Grande AZ. I was assured of full 5G service was at my address and I signed up. I have been having trouble with calls not going through for two months now. The internet speed today was slower than 0.44 Mbt. I have been to the T Mobile store, and they continue to tell me that the tower is "out". I want a refund for my service because I am going to have to buy additional service from Dish Network to get adequate internet service. I am very disappointed in T Mobile

2/13/2023 Spoke with agent at local tmobile store to remove an unwanted charge on my bill. Come to find out I never needed the service that this charge was for and I have been paying for it for many many months. They said I needed to call 611 to talk with a rep. I have called 3x's and speaking with a different rep that can't speak English. First two calls I was dropped. Third rep very poor English and put me on a long wait to review my account. I got tired of waiting for the rep to return and when she did told me she was still reviewing my account. It should be a simple process but the rep's all make it very difficult. I am going to search for a new provider.

T-Mobile has terrible cell coverage, especially in the Southwest, AND the WORST customer service! We chose to employ our "cancel at anytime" term in our contract and they still charged us for the following month. We visited their store and called several times to clarify the overcharge and they couldn't answer our questions and concerns and refused to remedy the situation. Instead, they referred us to their credit agency and threatened our credit rating. We eventually won in arbitration and was awarded $1,000 for our hardship!

I have not Sprint or T-Mobile accounts. Yet, I have been charged (at least) two separate times for a total of $831.84, as follows:
t mobile HANDSET 8292929 WEB ID [protected]
for $229.85 (December 27, 2022)
AND
t mobile ivr pcs svc 5615605 WEB ID [protected]
for $601.99 (January 25, 2023)
I have made several attempts to contact various departments with both T-Mobile and Sprint, via phone, in person (at 2 different T-Mobile outlets) and online, for several days now.

I’m not filling it out again the first time the wait till I’m finished to tell me there is a character limit. So I do it again but without details not enough characters. All I’m gonna say I’m not a account holder and despite what T-Mobile says they never once gave me any information.. So last week I tried to settle the situation same story no information for me it’s not my account. So they are not gonna turn my phone on and they won’t release there sim. Your terms talk about customer bias what about yours

I got a phone from T-Mobile which was defective from day one. It only makes outgoing calls occasionally and on some calls the call connects fine then during the conversation the other party is unable to hear me. The store didn't have a case. I ordered a case but before I got it in I did drop the phone and it got a crack on the screen. I spoke to T-Mobile who said they'd send out a replacement to the store since it was defective from day one. When I went into the store I spoke to AJ, a manager, who basically called me a liar when he told me that nobody at his company said that they'd replace it. He then said..."have a good day"... a nice way of saying get out of my store. I don't mind them deceiving me as much as attacking my character. I then looked up a number for corporate who told me that they no long help customers there. So it's a merry go round with these people. I would go with Patriot Mobile if I were you. I have a friend who has them and they take care of their customers.

Over 3 months, since I have purchased Protection 360 the feature of Identity Theft Protection still has not worked. I have never been able to setup the feature on my cell phone. It has been back and forth with T-Mobile and McAfee. They have not resolved this problem, T-Mobile tells me it is on McAfee, McAfee tells me it is T-Mobile. I paid for the T-Mobile application. and I am frustrated both of these companies have failed me. Here is a T-Mobile Case #[protected] and here is a McAfee case #1-[protected]. Please find out why I can't use this feature.

I have ordered internet service twice within two weeks and yet to receive the equipment and have spoken to some employees that were less than knowledgeable.

I moved from Arkansas in October, 2022. I changed my address on the site. When I ordered my internet service online, the address was the Lawrenceville, GA address and the apt # was included. The order was shipped minus the apt # and was to be received on 1/23 UPS# 1ZW0Y5800267605669. But was returned to the company on 1/23 for lack of apt #. The same day, TMobile billed me for the service, even though I was suppose to have 15 days to try the service. I had been billed prior to receiving the equipment. I had those charges removed (I think). Any way on 1/25 I reordered the service via phone with Jasmine. She began stating the Arkansas address. Repeatedly I explained to her that I didn't live in Arkansas & had moved in October. Told her that I had changed my address to Georgia. Anyway as she was processing the order I gave her my Georgia address several times and since she was having problems comprehending what I was saying, prior to ending the call I had her to repeat my address and clarified that I did not live on a street but the address was a highway. That person, Jasmine shipped the package to the address in Arkansas and one of the neighbor called to say I had a package. I asked them to drop off the package at UPS and did not know why they had sent anything to me at that address.

I then looked at my email and see that is where that person had sent it too. I then spoke with Britinia on 1/26 and told her what happened and that I didn't want them to send me anything. Just cancel the service. I gave her the tracking # that Jasmine had given me and told her I had not lived at that address since October. She wanted to try and make it my responsibility to making sure it was returned or I would be charged. Giving me a 90day or I would be charged. I continued to repeat to her I do not live in Arkansas and I would not be making a trip there to make sure something was returned. It was not my error. She act as if what I was telling her was falling on death ears and continue to read the disclaimer as if I had the equipment even though I continued to tell her I am living in Georgia and not in Arkansas. I am not going to pay for anything that was sent to the incorrect address. I hope the people in Arkansas do drop it off and I hope that UPS return it to you but I have no part in this. All I know I will not be using your internet and if you try and make me pay for either one of those servers, I will no longer be your customer.

This has been the most frustrating thing I have had to deal with in a while and I have sent over 2 hours dealing with it. Time wasted dealing with incontinent people.

Mary Hambrick

I cancelled my phone account at T-Mobile on 12/17/22. I cancelled because I originally had 2 lines for around $68.00 per month, after cancelling one line because that phone had been stolen the cost only went down a couple of dollars. In early January of 2023 I received what was labeled as my final bill in the amount of $457.34 and I paid that bill in full by credit card on 1/4/23. Yesterday I received another bill saying that I was late paying the balance due on my phone account, another $99.02. They threatened to send me to collections if it was not paid so I went ahead and paid it today, 1/26/23 to keep my credit in good shape. I intend to contact my lawyer to discuss this situation, I don't believe that it is legal to charge additional charges on an account that has had the final bill paid in full. Thinking that if they are screwing me over then they are probably doing the same thing to lots of others, maybe time for a class action suit? Kent Jackson

We have had a T-Mobile account for several years. We had 4 devices on our plan. In February 2022 my husband and I went to T mobile in Morrow, GA. We wanted to trade in our iPhone 8s and purchase 2 new 13 pro max iPhones and remove 2 devices (iPads) from the plan. The person working with us instead chose the regular 13 phones and began to transfer our data. I realized that he had chosen the wrong phones. We were told that because it was late and the store was closing soon, we could take the regular 13 iPhone home and come back the next day to make the exchange. In the meantime, he would hold onto our 8s iPhone. We returned the next day and made the switch to the 13 pro max. We were promised a $70 for each of the 8s phones. We were also supposed to have a lower payment plan now that we had 2 devices instead of 4. The amount we pay for service has doubled, and we never received a credit or rebate for the 8s phones taken from us. On my 1st call with T-Mobile, I was told that because we changed our mind about the regular 13 iPhones, we were not entitled to a rebate. I transferred 4 times and explained that the error was on the part of the sales person. The Rep then promise to issue a rebate. We have never received anything and our month cost is more than double of want we were paying. I have called at least 10 times and received promises that the rebate will be taken care of. At this point, I'm saying that T-Mobile Stole our iPhone 8s and are giving us the run around. Since we are over 70 years old, I feel the company thinks they can take advantage and nothing will be done. I also feel that because of their dishonest practice, we should not be held to the 2 year contract we signed.

Spent an hour on the phone Saturday with Customer Support. Spent 51 minutes on the phone with them today.
I sent the old crappy signal booster back to T-MOBILE in Houston, TX.
The Klumac Rd., Salisbury, NC store knows that I returned it, because I was trying to get a newer signal booster that actually worked. They saw that my old device had made it back and was on the doc.

T-MOBILE is saying that it was never sent back. It was sent back in May of 2022.
They're trying to charge me a non-return fee, in which I do not owe.
I've been so upset over this. My blood pressure has been up.
This is not the way to treat a customer. I have a credit score of 855. I had no use for your piece of crap signal booster.

Ordered replacement Pixel 6 Pro in July of 2022 as per offeres for free upgrade going from Sprint 4G to Tmobile 5G. Pixel 6 Pro was not delivered and order cancelled. Called back to Sprint/Tmobile and offered same deal on Pixel 6 Pro if I waited for in stock delivery or immediate delivery of Pixel 6 at $20 extra per month (in October). In November my order status was shown to have the phone in stock and I was told I would be notified of delivery time. I continued calling and "chatting" where I was told that my order was "stuck" each time. I was told that I could change the phone to a different free phone but they would not give me any model of Pixel phone for free but would charge me more for a Pixel. I am still waiting with my order with a pending status. I have not been offered an equivalent phone, i.e., same brand, unless I pay more money, i.e., bait and switch.