T-Mobile USA

I called Tmobile in June 2023 to start new service. The rep that I spoke with told me that I could get a Samsung A23 for free. My plan would be 60$ a month that included Netflix and Apple TV. I added the device insurance which would be 9.99 per month. While on the phone with the rep, he's setting up my account he says that the phone is not totally free because, Tmobile would only provide a 300$ credit. The phone in question is 317.00 + tax, so I would end up paying 50 cents a month for the phone. The problem comes in when I get my bill. My bill by my estimate should only be around 80$ a month at best, however my bill is 100$ a month. I'm not receiving a monthly billing statement. When I call to question my bill I can't get a straight answer as to why my bill is so high. After my 4th phone call I'm told that my service plan is not 60 but 80$ a month and after the insurance taxes and fees my bill was correct. I explained to the rep that is not what I had agreed to and felt that I had been taken advantage of. I'm now being told that they can switch me to the 60$ plan, when they do I will lose Netflix and Apple tv. He could credit my account for two months and I could decide if I wanted to stay on the 80$ plan. I thought about the fact that the rep that sold me the service basically did a bait and switch. No one wanted to take responsibility for the mistake. I decided to move to ATT. On Oct. 16,2023 I called Tmobile customer service department. I spoke with 3 different people Rose, Sherry and Carmen. All three gave me the excuse that their supervisor was on calls, the 1st two disconnected my call. Carmen gave me the same story that since I ported my phone number to a different carrier that I would be responsible for the remaining price of the phone. I had advised all three that, I wanted to return the phone pay my final bill and be done with their company. What does it say about a company that pays their employees to provide you false/misleading information and then add insult to injury try to make you pay their errors.

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My name is Camelia Grosulescu and phone # was [protected] until you cancelled my account. I called numerous times to have my two phones on the account unlocked and nobody seems to understand my request. Even the Manager MOI - 8192556 that said this will be resolved in 48 hrs, abandoned the request. I am in Europe and can't use my phone at all. If you don't resolve my issue, I promise you will be on TV pretty soon because of your ignorance of resolving customers 'issues.

I asked for a cell spot

It doesn’t work. T mobile received the cell spot

And t mobile any way charged me for it

$148.35

I talked already with 3 customers service and 1 supervisor and they told me that the investigation is completed and my money will returned but it never happened and even do still charging me more and more

I’m very frustrated with T mobile

I feel like they are stolen my money

They always said you are already set up

But the system still charging me

It is driving me crazy

On October 6, 2023 I visited the Tmobile store located in Parkchester Bronx, NY where I purchased the iphone 15 and I requested to trade in my iphone 12. They did not have the iphone 15 in store so they informed me they would ship the phone to me. I received the phone on October 11, 2023 to my home. Because I did not have my new phone they counted my phone as a deferred trade-in. When I received the new phone I went back to the Tmobile store to return the iphone 12. I was informed that I would not be able to return the phone to the store. I was not shipped a return label so I contacted Tmobile and was informed by a customer service representative who informed me they would be contacting the store to return the phone. The representative stated that she would contact me again to confirm. I contacted Tmobile two days later after not receiving a call back who states that they have to mail me a shipping label that I have to print out on my non-existent printer. There has to be a streamlined process to returning trade-ins to the store. Additionally, I will have to find a printer and go to the post office to return the phone so they do not charge me 700 dollars for the trade-in.

Name: Donna Pettigrew

Acct# [protected]

On 6/29/2023 I returned the T-Mobile router and free charging station.

I have spoken to several reps and was assured I would my refund of $81.17.

On 8/15/2023 I spoke to Sheena who told me she would escalate the refund to my bank account.

I returned to UPS on 6/29/2023

UPS#1Z9E86E79033040101

UPS#1Z9E86E79006325097

I have tracked the parcels and the were both received on 6/30/2023.

On 6/1/2023, I went to Tmobile @ 302 E Sandford Blvd, Mount Vernon, NY 10550, to inquire about starting an account, due to my Metro phone was broken at the time. Tmobile employee initiated and account, I was charged two amounts, 75.62 and 5.02. The Tmobile employee said i needed to go to Metro to get my account # and bring it back to them. I went across the street to MetroPCS to get my account # and they offered me a better deal. I immediately went back to Tmobile, told them i was no longer interested, the employee said he'd cancel the account, but he can't give me a refund, which i thought had to be illegal, but i accepted it and left assuming all dealing with Tmobile was done. I am now being charged for an account i never completed setup on, never received a phone and now they have placed me in collections after i already disputed this with Tmoblie several times.

I've been with T-mobile for over 20 years and recently, I checked my statement and identified that additional lines were not cancelled. I was charged $5 x 3 and expected to receive a credit of $180 for the charges for June thru September. Well, agent Jana Lee offered a $30 onetime credit. I spoke with her supervisor, Selma and she basically said that she approved the $30 and wouldn't credit the additional $150.

T-mobile has changed and not for the better. There's so much competition out there and one can easily find another provider for a lesser price. So, I decided to leave T-mobile for Verizon who offered me a great deal for way less than $200 that I'm currently paying.

Turned down for service due to answered credit questions wrong, spent 4 hours in store, wanted to switch from Verizon to T Mobile, purchase two phones and watches, salesperson call for credit and gave me phone to answer questions which evidently I answered some wrong so I was denied, told I had to wait 30 days to try again.

I'm 75 years old, hearing not great, store was loud from customers and worse was representative on phone had terrible English, I was not offered to have questions texted, plus my credit score is 820.

I hope all seniors are not treated like this!

I was a very happy customer at Sprint for at least eight years. Once T-Mobile began to take over Sprint’s service and agreements with its customers, I have had numerous problems, with none resolved satisfactorily.

I have, for more than a year, tried in good faith to resolve the problems outlined here, and I am disappointed that the customer care, which T-Mobile has always touted as superior, is completely without merit, the agents without authority, and the company without concern.

In December, 2021, my son flew to Germany for three weeks. He was unable to access the internet or data (which we had paid for) during this time and was nearly stranded at the airport upon arrival. I spent 14+ hours on the phone with customer service and technicians, to absolutely no avail. My son did everything he could with customer service and technicians from his side in Germany, with zero success. I went to the T-Mobile retail store and spent over two hours there as the manager attempted to help me, without any solution whatsoever. T-Mobile’s failure to solve the issue and my son’s inability to access internet data from his phone during the time he was in Germany ruined the trip for him. He had been to Germany numerous times previously under Sprint’s service and never had any problem with internet service or data access before.

On about December 21, 2021, I purchased an Apple Watch online, using a promotion at Sprint.com. I took a screenshot of the agreement to make sure I remembered the details and so that I could follow up to see it was properly applied to my account.

I activated it sometime in January 2022. I noticed the promotion was not applied on my bill - I called customer care and was told that it sometimes takes a couple of billing cycles for the promotion to appear, and that I would be properly credited once that happened.

The next month’s bill was the same. No promotion applied. After several phone calls, I was finally credited $15.09 on the bill ending May 14, 2022, with another assurance that the promotion would take effect on the next billing cycle.

The promotion was never applied, despite my numerous calls to customer care. There was one more credit for $45.27 applied to the bill ending June 14, 2022. That was meant to cover three months of the promotion, again with an assurance that the promotion would be applied in subsequent bills.

I got tired of calling T Mobile and didn’t want to spend 45 minutes every month having to re-explain the situation only to then be promised a promotion would be applied, to no avail. I frequently offered to provide the screenshot I had of the promotion, but each time the offer was declined.

About January 25, 2023, I went into the T-Mobile retail store and brought with me a printout of the relevant pages of my mobile phone bill for the previous twelve months. I also provided the screenshot photo I had taken when I originally purchased the watch. The bill printouts clearly show all the charges for the watch and associated service plan. Two of the bills also clearly show the credits adjusted to account for the promotion. During the two hours I spent there, the clerks (who were stunned that I was getting no resolution), did everything they could, calling customer care several times, explaining the issue clearly and at great length, and yet they too were unable to get any resolution. In fact, the representative on the other end of the phone said (paraphrased here), “When we migrated over from Sprint to T-Mobile, the promotion got lost. Because it’s more than 180 days out from the promotion, we can’t do anything.” This response, despite the fact that I had called month after month about the issue.

I maintain that when T-Mobile took over the customer base of Sprint, they also took over the agreements those customers had with the company. I rightfully expected the agreement regarding the promotion under which I purchased the Apple watch to be upheld.

I decided to change my billing date to the 21st of the month. On the night of January 16/17, 2022, my phone service was cut off as I was driving in the middle of the night over an hour away to pick up my son from the university campus where he was working. I called 611 and spoke with a customer care representative, who saw that the billing date had been changed and that the service should not have been interrupted. He apologized profusely and reconnected the service. He told me there would be a $70 reconnect fee and when I objected, he credited my account for $35 of the amount, with an assurance to credit the rest in a couple of days.

The following week I went again to the T-Mobile retail store - I was actually told by the rep on speaker phone that he wouldn’t be able to take off the additional $35 reconnection fee. He eventually relented on this point and credited the $35 for the unjustly assessed reconnection fee. I was furious that I was being treated so poorly.

Not only was this situation grossly mishandled, but when the disconnection occurred, I was in a situation of being unable to communicate with my son, who I was on my way to pick up from the university campus. He would not have known I was there, nor would I have known where to meet him. This, because T-Mobile interrupted my service for no reason.

I have found T-Mobile to be a thoroughly untrustworthy and unprofessional company.

I paid my phone off over a year ago. My phone broke and I have been paying for warranty services. I was given a phone through warranty but T Mobile is refusing to unlock the sim card. They admit the phone is paid in full but will not unlock my phone. I feel like they are holding my phone hostage! I can't leave them and take my phone which I paid for.

I called to follow up on a return box I should have received a month ago but haven't. What should have been a couple-minute call turned into a 3-hour debate and a total waste of my time. The gentleman I spoke with refused to send another repaid box or return label stating that t mobile does not provide them and that they would never be mailed if they did. I requested a manager at least times and he refused to transfer me stating they would just laugh at my ridiculous request. I was told in order to return my exchange phone a box would be sent I have not gotten it and this is all I want so I can send the phone for return my local store refused to send it for me which did not surprise me since they were the original problem. The customer service is terribly lacking in this area they were rude and abusive and a customer should never have to be treated so poorly I truly hope this is addressed thank you jeanette finley

When we signed up for your service, we were told it would be a certain way and then it would be totally different. I work with the law enforcement and need my phone working all time. Went back to the T-Mobile where we got the phones and up graded to a better phone. The did something to the phone and guess what it happened again. They told me my bill would be one thing and then it would be something else. They told me when i bought the first screen saver package and paid for it that i would have it free for 1 year. Then I found out i was being charged monthly for it. Where we bought the phones is your T-Mobile store in Martin tenn. On my husband they didn't transfer any of them. We went back to ask them if they would transfer them. The store manager said she would transfer maybe 2 but she didn't have time to transfer the rest. If they had done it right the first time, we wouldn't been standing there. They sure weren't busy. She was standing there with her arms crossed. your technical support told me to go back and tell them to put in a new sim card and if that didn't work, I needed a new phone. The manager didn't want to give me a new sims card and needless to say that didn't work I was to try a new phone.

. Every time it was some reason for the phones not working right. Again, I was out and needed my phone to work and it said I could only make emergency calls. I am 72 and I need my phone to be relabel. I ask could we cancel, or contract and they said no we would have to pay for the phones. I had a friend I was going to sign up with yell but know I don't know that that would be a good ideal. I am totally sick of T-Mobile. I am ready to report them your T-Mobile store to the better business bureau.

Damaged mobile returned but they received empty box and charged us for the damaged handset. The service is very disgusting as they steal the mobiles and charge you for damaged handsets even it is insured. And the provider threatened us to pay in full or service would be discontinued.

The phone was posted in aug 2023 and we were told they got empty box with out the handset in it? Strange how can this happen... They did recieve the prepaid box... But no hand set... Who is responsible for the loss of the broken damaged handset iphone wirth $650.00

I do not have any of T-Mobile phones or sims card installed in my wireless phones and never have. I acquired in January of this year and had them mail me the SIM cards. I was charged $45 for the cards and was told that I would not see anymore charges until I activated my phones. Since then I have been being charged $185 a month. I have been ill and have not been checking my credit cards,which was a big mistake. When I called T-Mobile today I was told that they would do an investigation into the matter but said nothing about refunding my money. I am so stressed about this that it has really affected my health. Please stop this company from ripping people off. My bank is starting a fraud investigation against them and hopefully someday I will get my money back It’s over a thousand dollars.

I closed my account over a year ago. I was owed about $25 in overpayment that was acknowledged in my last bill. T Mobile never reimbursed me despite trying several times and talking to multiple people over several calls and visits to the actual store. At this point, I have given up trying since I don't want to waste any more time doing this. I just wanted to share this so others know what can happen if you close your account.

T-Mobile Customer Relations

PO Box 37380

Albuquerque, NM [protected]-Mobile

Re: Account # [protected] Rodrigo Caicedo

After being a T-Mobil customer for many years and paying always on time my bills, I decided to switch to another provider for economic reasons; I went to one of your stores at Presidio Shopping Center in Fort Worth, Texas to verify that everything was cancelled, and no balance was due, and they informed me that everything was OK, and no balance was pending.

One month later I found looking my credit report that there was a balance of $74.00; I called customer Service and the clarified me that was a service balance that was not posted at that time, I agreed and paid it over the phone, and they told me that with that payment I have no other balance pending on my account.

Now, after three months of being out of T-Mobil, I received a collection “delinquent, Suspension” letter saying that I have to immediately send a payment for $326.44.

I called the number on the letter [protected] and they simply told me that they cannot talk to me until I pay the balance on the letter just because you say it’s outstanding, without questions or explanations or go to one of your stores to discuss it.

I went yesterday to the same store at Presidio Shopping Center in Fort Worth, TX; The person there called customer service and they told me that the charges are for $180.00 balance on my wife iPad plus a balance on a NOKIA telephone plus the Nokia line that is still active; I told them that that Nokia line was cancelled months ago because was for my mother in law that was 95 years old and never used, she was not able to handle and at the same store they told me was cancelled and as the equipment was free so I can dispose it.

I am willing to pay the balance of the iPad even that was never bring to my attention, but I am not willing to pay for a line that you can verify was never used neither late charge nor interest.

I never hide myself from you and was never contacted in the proper way.

Let me know how to settle this.

Rodrigo Caicedo

[protected]

[protected]@gmail.com

8701 Landergin Mesa Dr. Fort Worth, TX 76131