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T-Mobile USA Complaints 698

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6:02 pm EST

T-Mobile USA Personal account, privacy rights,

Back in early 2022 Compass Health Care was providing cell phones to their clients and said that the cell phones were to use and do whatever it is that you need to. They will never ask for the phones back so they were ours. So I made a online personal account using my personal information and I used the only number available to me to use. I am a game junky so I thought maybe tmobile offered different apps and games but I didn't know how to navigate through the account to find what I was looking for. I left it alone until I checked my credit report and seen that my information was impacted by T-mobile data breach so I call customer service to find out where to go to get the resources they were offering for those impacted the rep said he wasn't able to get into my account so I logged in and he asked me to explain what I was looking at to him so I did. The rep stated that if I wasn't the primary account owner not of the phone number but of the personal account itself I wouldn't have been able to view the billing information. I was able to view it as he had me to login and logout 3 times and same information every time. The rep started congratulating me I didn't understand why considering I thought a negative credit balance meant I owed so he explained that I didn't owe anything that T-mobile owed me. I took screen shots before and after. Tmobile removed the rep I was speaking to and assigned another who had the ability to tell account owners lies but they also removed my rights to view my own personal T-mobile account. This is what I was looking at

Desired outcome: tmobile owes me the funds in my personal account tmobile should have offered to pay me the balance.

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3:44 pm EST
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T-Mobile USA Flip Phone

I was in store today for almost 1.5 hours and still no solution.Decided to buy new Flip phone(samsung)and after paying (of course) and activating new phone the salesperson was still not able to activate my phone completely(receive text but can not make phone call).So now after 1.5 hrs and paying i have to walk home with new Flip phone which does not work (not possible to make phone call). After all trouble shooting ,changing sim card ,resetting phone and network nothing. So they said they will call me on friday to let me know

Just amazing ,simply amazing!

Store --in Houma Louisiana on Martin Luther King Blvd.

I have impression that the crew of the store also needs some additional techical training how to activate phones .

not working phone --[protected](flip one)

My other phone --[protected]

Desired outcome: Fix the phone or dont charge in advance till all is ok and phone works properly.

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2:24 pm EST

T-Mobile USA Plan changed in order to upgrade phone

In December 2021 T-Mobile was running a promotion of buy one phone get one free, so since my son wanted a new phone we decided that it would be a good christmas present, but since the promotion was buy one get one free, I decided to upgrade my phone. At the very beginning of the conversation I asked if I could pay for the phone in full to not have payment plans, the representative stated that it would be no problem at all. So I said let's do it. We were on the phone for almost 2 hours at the end she said that it was only asking for a downpayment that day, but not to worry that they would send me the bill to pay for the full amount of the phone, is just it was not lettting her do it that day. So I believe her, the first month bill came and I noticed that they were not charging me for the phones so I called and the representative said that this information was false and that in order to receive the promotion it had to be paid in monthly payments. So we were not happy due to miss information. We let it go since we have been a customer for 10 years with them. The other issue is not she told us at the very end after supposedly that it was not letting her add the two new lines so we had to switch to a new plan that was costing us $25 extra a month because we had a plan that they no longer had. So I asked her if anything on the plan was changing and she said no. So we went with it, eventhough it was $25 a month more. Today I called with some questions on our bill and I mentioned how we are traveling outside the US and in the past our text and data was covered just not calls, so I wanted a reminder on how much a minute was to make a call from outside the country to the United States and the represantive said $.25 a minute. Then he continues to say that because we switched our plan last December we no longer have international data included, but if we wanted to add it back to our plan it was $30 a month. So I said no, the representative said that nothing would change on our plan. Why would we have changed our old plan to a new plan to pay an extra $25 a month plus now an extra $30 a month. It makes no sense, I mentioned that I did not think it was fair to give your customers false information and he stated that he was sorry but there was nothing that he could do about since it was one year ago. I said well, I had no clue that our service changed since I was not informed and thankfully I called or I would of come back with a higher bill. It is T-mobile responsability to inform me of any changes on my account specially when were forced to switch plans. It was not our choice to switch the plan we had. I think this is very bad. We have had T-mobile for so long since they were always fair and honest, but with this situation we are shopping around to switch companies.

Desired outcome: For T-mobile to add our international data at no extra charge to us since we were not informed about the changes and lie to.

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9:18 am EST

T-Mobile USA Complaint

I'm beyond frustrated and ready to discontinue my services with them. I feel like now all I'm doing is throwing money away. I paid damn near $200 to restore my services last month, and now I'm going to have to do the same thing this month. I will admit the first several years I was with them was great, I had no problem at all, now my phone be glitching, screen be blinking in and out periodically and they expect me to keep paying these high price fees. Not happening, it's not worth the stress or headache. I will be getting a landline in a few months. Screw this!

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12:11 am EST

T-Mobile USA Complaint

I signed up with T-Mobile over the phone (landline). After 6 months of being a T-Mobile customer, I decided the $85 plan was more than I needed. So I went on-line and made the change directly from their website to the more modest $60 plan. Their website confirmed the change would take effect the following month, it did not. I called customer support, and after giving my info was told they could not help me as my social security number was incorrect. I went to one of their physical locations (drivers license and current passport in hand) to clear up the social security error and change my monthly plan (as instructed by customer support). To my surprise, the following month my statement came in at $85, again. Once again I called customer service, and again was told. They could not assist me as my social security number was incorrect. And that I needed to go to one of their physical locations to clear up the ID issue and change phone plans.

This company is an exercise in futility.

E. Galbo

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9:41 pm EST

T-Mobile USA T Mobile

I've been T mobile customer over 6 years and have canceled my account in middle of October 2022 and made a request to create a shipping label for device ( signal booster) which I ordered when I been a T mobile customer. The label I received in November 22nd and next day send over to T mobile warehouse. According to trucking numbers the warehouse has received the device in Nov 29th. But T mobile made a charge for non return device fee $303 from my bank account in Dec 8th. The customer service denied me to help to find a way to get my money back because the period of 30 days been exceeded since I sent the device. The T mobile states that shipping label was created in Oct 14th but was sent to me in Nov 22nd. Please help me to make money refund. Thank you!

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11:38 am EST
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T-Mobile USA They will not return my phone

I was told by their rep in a T-Mobile store that I could get 800 dollars trade in using my Pixel 6 towards the purchase of a Galaxy flip z 4. I accepted and was told I had to pay off my Pixel at that time which I did. He gave me a box and shipping label to ship the traded in phone to them. He told me to mail off the phone soon because the promotion will not start until they recieve the phone. When I got home and read the paper work I saw that he only gave me 400 dollaars promotion. I talked with customer service and was told to go back to the store. I went back the next day and the manager said they couldn't do anything because the expert had told me wrong about the promotion. I said ok just take this Galaxy back and ship me back my Pixel. She said my Pixel is gone and I can never get it back because T-Mobile doesn't have anything to do with traded in phones. I bought the Pixel from them 6 months ago for 600 dollars and I paid the remainder of my contract off yesterday at their store. I am in the process of cancalling my service with T-mobile but I think they should pay me at least the 400 plus dollars that I paid them yesterday to use that phone in a trade in that their expert didn't know what he was talking about. This is not the first time I have had trouble with TM. I should have learned. At the time I am writing this, the traded in Pixel is not even at the destination yet. They said they cannot contact the place I mailed it to to let them know the contract failed and to send my phone back to me. This is BS!

Desired outcome: Send me my Pixel back or pay me the 400 dollars plus that I paid to pay it off.

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7:15 pm EST

T-Mobile USA Most urgent request for assistance

Today I switched to T-Mobile. But, I chatted and talked to its Representatives back on Dec 10, 2022. I got an email with tracking no for Dec 13 delivery of my sim cards, which never happened. Then, again called and she sent me another package, which shows on the way. Today, I saw that a bill is payable Jan 03, 23. I called & asked, she says we do prepaid billing and the day you ordered, you get billed for! too rude, bad listener

I don't understand the logic behind it. I need help.

Desired outcome: Solve my billing issue

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3:11 pm EST
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T-Mobile USA Cell Phones

Hello,

It has been two years that I have left T-Mobil and they are coming after me for some payments which I had made it. At the time of closure on December 13,2020 i had called the customer service and made the payment for the final transaction and confirmed that I do not owe anything to the company.

They different collection agencies are calling me.

Desired outcome: I do not owe anything to them .

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1:32 pm EST

T-Mobile USA Residential internet

Account phone # [protected]. Totally dissatisfied with internet service and the lies coming from the customer service provider. Are they trained to lie?

To many issues to explain in writing and I am aware the customer service employee writes their own notes so you will find no help in researching my problem.

I purchased the service at the beginning of Nov, 2022. THE NOTES SHOULD SHOW MY REPEATED AND MULTI-WEEK PHONE CALL TO RESOLVE ISSUE.

I was on the phone to customer service within 24 hours of installation. I was having signal problems. I was advised that T-Mobile would have to send a technician to my residence, to trouble shoot, and that it would cost $99.00.

The system was installed by a T-Mobile technician and within 24 hours and T-Mobile was trying to charge a 2-month rate?. I have become an expert in resetting my internet tower.

I was sold unlimited access to internet at 5G. I have repeated loss of signal. I have been advised by one customer service rep. that I have been sold unlimited, but if it is a busy time, I may be dropped.

Another said, it is like a busy freeway, if there are many trucks on the freeway, at any certain time, my service will be slowed.

Another advised she was moving me to a cell tower closer to my residence. I later checked the T-Mobile area map and there is only one cell tower in my area. So, she kept me on the phone while she kept me waiting and she lied.

Just so you know, I have called in multiple time a week, (while only having the service 7 weeks), and I have spent at least an hour on the phone, (in each call), to get promises, but no help.

Even the survey your send on your tower cannot be opened and answered. Which shows T-Mobile commitment to customer service.

Although, (based on repeated contacts with T-Mobile customer service and tech support), I do not expect a response, I can be reached at [protected]@msn.com, or [protected]. Ed Hearns

Desired outcome: Get this fixed,

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11:10 pm EST

T-Mobile USA porting from prepaid to post paid

I have been on the phone for over 4 hours for a job I thought was simple. To port two lines from prepaid account to post paid account in order to keep the same cell numbers. I was told by prepaid to wait to cancel the account until I received the SIM cards which I received. I then called 611 and was directed to post paid where there was nothing but incompetence lack of understanding and extremely inefficient service where nobody knew what was going on. There is a very clear lack of communication between prepaid and post paid. I am appalled by the lack of comprehension and ability to even understand what is being said

Desired outcome: Waiver first two months bills and the connection fee to take immediate effect

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1:54 am EST
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T-Mobile USA iPhone 14 refund of down payment

I ordered an iPhone 14pro max but was sent an iPhone 14 pro. I returned the iPhone but I haven’t received my refund of my down payment. I returned the iPhone 14 pro in September. Tracking Number 9202090284184841868897

Desired outcome: I would like my down payment credited back to my apple card

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4:12 pm EST

T-Mobile USA Refund / unethical overbilling

I had cancelled my account months ago. T-Mobile required that I go to a store with a valid ID. I reluctantly went in and was able to cancel my account and was told I had a remaining amount; I paid that amount immediately although I did question it. Apparently once an account is closed, they cannot open it again via the customer service line or even provide a way to reset the account pin code, but they can send you to a store location.

I just received a statement indicating I have a negative balance of $119.83 meaning they overbilled me. When I call again, they simply tell me even though I have social anxiety that I have to return to a store yet again with a valid ID and they will talk with the store and not with me directly. I find it unethical for a company to overbill an individual on a closed account and then require them to take additional steps requiring monetary and time commitments to correct their mistakes.

Taking time out of one day to do an errand can be taxing especially given being in a large metropolitan area. Being required to spend time and money to correct the mistakes of a corporation as large as T-Mobile has been a strain on myself in every way in trying to zero out this account. At every turn the customer service line has been of no help and quite often the point of additional frustration. T-Mobile has policies and procedures in place that simply are NOT customer service oriented and provide them with a venue to strong arm customers holding onto their hard-earned money. Returning money for services andor products not rendered should not be so difficult. It seems as though this practice is to put the customer back in front of local stores and salespeople to retain them instead of providing customer service.

Desired outcome: I would like the funds that they are unethically holding for the account to be returned to the same card they were removed from.

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2:53 pm EST

T-Mobile USA Not being informed about the phone cell correctly before completing the sale.

Metro by T-Mobile 604 Aberdeen Rd, Hpt, Va. 23661 phone no. [protected]. Invoice 81197, Account 40774 Date purchased 12-05-2022 date went back to the r. 12-14-2022. Model # [protected] Serial [protected] Upgrade.price. $95.26. The Issue I was not told about the cord or special adapter. before the purchase. When I went to tell her my phone wouldnt charge She made me think just go buy a charger adapter. cause she hooked her phone and said its charging on her phone. I stated I charge it over night and it only charged only 35% then.the fisrt few days it charge but stopped thats why i went back not knowing abot the 1 cord.she gave me the number for insurance which I do have.Any uniformed information that I really didnot no and she should have told me first .I could have went another avenue.

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3:12 pm EST

T-Mobile USA Deceptive billing practices

I have reached out to T-Mobile Corporate office explaining my dispute and/or complaint about their deceptive billing practices around April 2022 but they did not respond back to me. Instead they continued to send erroneous billing statements. I have been getting a monthly bill instead of getting information about receiving my dividend payment. I have been making this payment every month since 2020. I have been with T-Mobile for over 2 now.

Desired outcome: I would like for T-Mobile to put my bill in a "do not pay do not collect" status. I would like a refund of all my dividend payments within 2 business days by direct deposit. Annual upgrades for all my phone lines. An apology & Thank you.

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11:40 am EST

T-Mobile USA Service and 360 Plan

I was happy with Sprint now that T-mobile has taken over, every time I turn around, I am being charged more for less service. Now I have lost my phone I have paid $18 month for insurance, and they want to charge me $249 to replace with a refurbished phone. This is ridicules. I will be changing companies and I will never carry the 360 insurances again. I was with sprint for 15+ years I have given T-Mobile every possible chance.

Desired outcome: I wanted my phone replaced with a reasonable price.

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6:15 pm EST
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T-Mobile USA Returned phone 6 months ago. Still being charged for service

6 months ago I lost my phone so I purchased a new phone on 5/17/2022 at my local Oakdale CA TMobile store.

I found my phone the same day. I went to return the unopened unused phone but the gentleman at the counter said that I needed to wait 3 days before returning the device. I did as instructed and returned the phone 3 days later on 5/20/2022. I was charged a 20% restocking fee which I disagree with. Additionally I have been charge $50 per month since I returned the phone.

Desired outcome: Immediate cease of collection activity. Refund of all montlhy charges and restocking fee.

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10:16 pm EST

T-Mobile USA Free trial home internet

Charged me after free trial ...

T-Mobile customer! Your account # is : [protected]

Received Router on Oct 10th for start of Free 15 day trial period forhome internet

.Cancelled on Oct 24th before trial period end. But they still charged me $50. Not good

Returned Router via UPS on Oct 24th...Received at Fort Forth dock on Oct 31st.

Tracking...1Z0545229099195555.

Also in the mail got another bill for $55.17.

Desired outcome: $50 credit & remove another bill for $55.17

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10:49 am EST
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T-Mobile USA Cell phones

I went to the T-Mobile store in Gastonia, NC to get new cell phone service for 2 phone and to purchase 2 phones. The sales associate lady was unable to complete the tranaction in their system and told me to come back the next day. When I went back the store manager would not complete the transaction and told me to come back 2 and 1/2 hours later when the sales associate I had dealt with before would be in. I left and told him to cancel my order if he could not help me. I was billed on my credit card $203.53 on September 30, 2022. I have received a statement from T-Mobile showing that I have a credit of $173.18. I went back to the store in Gastonia and requested my full refund. The store manager added 9.02 to my credit and I received another notice showing I have a credit. I have called them twice requesting my full refund for services I never received. They will not refund my money. What can I do now? Elizabeth B Robinson e-mail [protected]@comporium.net

Desired outcome: refund my money taken on 9/30/22 for $203.53

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4:38 pm EST

T-Mobile USA Misuse of lump sum payment

I traded in two 6S phones for two mini 13’s …I could pay by the month for (24) months or lump sum of $900 per Justice Pence at the Greenville SC Greenville Mall …

Our monthly bill is $60/month, automatic pay … Just found out they’ve been using the $900 to credit my monthly bill instead of paying off the phone.

I found out when I called to have 'my phones unlocked so I could take advantage of a better deal. Being retired on a fixed income, it’s tough to keep up.

I’ve called them twice, and told them to go back and correct their screw up, and bill me for the monthly charges which is now, 10 ms x $60 = $600. That way my phones would be paid off and my bill caught up, and I’m free to take advantage of a better deal elsewhere.

They said they couldn’t do that so I told them if they will put the last $300 of my $900 check toward the phones, I’d pay them the $600 balance they had put toward my monthly bill, and we’d be good.

After agreeing they could see where I paid the phones off, they now are trying to claim the store was in error giving me $500 credit for both phones. I then told them that was unacceptable and I’d write their corporate,

They said they would take it up with their management and respond within 72 hrs., but nothing! Never even a call back …

I’ve now written their corporate making the offer above, after being promised a call back in 72 hours with a resolve, and 1 week, nothing.

I am now losing out on a good deal for my wife and I because of their unwillingness to do what’s right.

*

Below is the deal we made

699.99 x (2) *1399.98

- (400) for A *999.98

- (100) for B *899.98

899.9824 = $ 37.49/mo

PAID-900.00 in Feb 2022

Taxes @ 6% •••83.88

Activate 30x (2) 60.00

Total (Paid) = 143.88

image. jpg

Desired outcome: TMobile to honor their stores agreement, make this right, accept my offer above and unlock my phones so we can move on.

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About T-Mobile USA

Screenshot T-Mobile USA
T-Mobile is a leading wireless network provider in the United States, offering a wide range of mobile services to millions of customers across the country. The company was founded in 1994 and has since grown to become one of the most popular and reliable wireless carriers in the industry.

T-Mobile's network is built on advanced technology that provides fast and reliable connectivity to its customers. The company offers a variety of plans and services to meet the needs of different customers, including unlimited data plans, family plans, and prepaid plans. T-Mobile's network is also compatible with a wide range of devices, including smartphones, tablets, and wearables.

In addition to its network services, T-Mobile also offers a range of other products and services, including mobile devices, accessories, and home internet services. The company's mobile devices include the latest smartphones from top manufacturers like Apple, Samsung, and LG. T-Mobile also offers a range of accessories, including cases, chargers, and headphones.

T-Mobile's home internet services provide fast and reliable internet connectivity to customers in select areas. The company's home internet plans offer unlimited data and no annual contracts, making them a popular choice for customers who want to stay connected at home.

Overall, T-Mobile is a trusted and reliable wireless carrier that offers a wide range of services and products to meet the needs of its customers. With its advanced network technology, extensive device compatibility, and commitment to customer satisfaction, T-Mobile is a top choice for anyone looking for a reliable wireless carrier.
How to file a complaint about T-Mobile USA?

1. Log in or create an account: Ensure you are logged in to your ComplaintsBoard.com account to proceed. If you do not have an account, please register by providing the required personal information and verifying your email address.

2. Navigating to the complaint form: Once logged in, locate the 'File a Complaint' button situated at the top right corner of the website and click on it to access the complaint form.

3. Writing the title: In the 'Complaint Title' field, concisely summarize the main issue you have encountered with T-Mobile USA. Make it specific and clear, such as "Incorrect Billing Charges by T-Mobile" or "Poor Customer Service at T-Mobile Store".

4. Detailing the experience: In the complaint description, provide a detailed account of your experience with T-Mobile USA. Include key areas such as:

  • Service Issues: Mention any problems with mobile service, such as poor signal, dropped calls, or data issues.
  • Billing Disputes: Describe any discrepancies in your bill or unauthorized charges.
  • Customer Service: Share your interactions with customer service representatives, including any unhelpful or rude behavior.
  • Product Concerns: Discuss any issues with devices or accessories purchased from T-Mobile.
  • Contract and Policy Disputes: Explain any disagreements over contract terms, cancellation fees, or policy misunderstandings.

Include relevant transaction information, the nature of the issue, steps taken to resolve it, and the company's response. Explain how the issue has personally affected you, such as financial loss or inconvenience.

5. Attaching supporting documents: Attach any relevant documents that support your complaint, such as bills, correspondence, or screenshots. Do not include sensitive personal information like social security numbers or full credit card details.

6. Filling optional fields: Use the 'Claimed Loss' field to quantify any financial losses you have incurred. In the 'Desired Outcome' field, clearly state the resolution you are seeking from T-Mobile USA, whether it be a refund, exchange, or other specific action.

7. Review before submission: Carefully review your complaint for clarity, accuracy, and completeness. Ensure that all the information provided is correct and that your desired outcome is reasonable and clearly stated.

8. Submission process: Once you are satisfied with your complaint, click the 'Submit' button to send your complaint to ComplaintsBoard.com for review and publication.

9. Post-Submission Actions: After submitting your complaint, regularly check your account on ComplaintsBoard.com for any responses or updates. You may receive feedback from other users or potentially from T-Mobile USA representatives addressing your concerns.

Overview of T-Mobile USA complaint handling

T-Mobile USA reviews first appeared on Complaints Board on Aug 16, 2006. The latest review tech deleted primary phone number out of spite was posted on Nov 15, 2024. The latest complaint T Mobile on 18 South in East Brunswick employee and general lack of service. was resolved on Oct 25, 2022. T-Mobile USA has an average consumer rating of 2 stars from 700 reviews. T-Mobile USA has resolved 179 complaints.
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  1. T-Mobile USA Contacts

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    +1 (502) 251-9954
    +1 (502) 251-9954
    Click up if you have successfully reached T-Mobile USA by calling +1 (502) 251-9954 phone number 0 0 users reported that they have successfully reached T-Mobile USA by calling +1 (502) 251-9954 phone number Click down if you have unsuccessfully reached T-Mobile USA by calling +1 (502) 251-9954 phone number 0 0 users reported that they have UNsuccessfully reached T-Mobile USA by calling +1 (502) 251-9954 phone number
    More phone numbers
  3. T-Mobile USA emails
  4. T-Mobile USA address
    12920 SE 38th St., Bellevue, New York, 98006-1350, United States
  5. T-Mobile USA social media
  6. Olivia
    Checked and verified by Olivia This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Nov 15, 2024
T-Mobile USA Category
T-Mobile USA is ranked 6 among 346 companies in the Telecommunications category

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