T-Mobile USA
Reviews and Complaints

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

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

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T Mobile is horrible they over charge their customers and have horrible service

They need to go away and not be a phone service I wish Sprint never sold out to them it is so sad after 20 years I have to move to another company because T Mobile just over charges the customer and changes your plans whenever they want and over charge you every time and customer service never can help you

I cancelled my T-Mobile account on October 22, 2021 for failing to provide reliable internet service during normal business hours for the last 4 weeks of my service because of work being performed at the cell site location I use, as per my location. In summary T-Mobile broke the agreement made with me for the unlimited plan I had.

The $75 charge is a cumulated summary of x3 $25 penalties for months after I had to cancelled the account. T-Mobile continued to invoke an “auto-pay” each month with a $25 penalty after they cancelled the account. So, they continued to carry the account forward each month after the October 22, 2021 cancellation. This is NOT acceptable to me.

Here is a direct quote from Taylor Ouzts of T-Mobile Offline Services

“As of the date of this letter (December 22, 2021), the account reflects a $0.00 balance. You should have received a final revised billing statement within seven business days of December 14, 2021, which served as confirmation of the $0.00 balance (this subject to change if any payments are backed out by your financial institution. As the account previously received a service adjustment, T-Mobile processed a same-day cancellation and the system automatically adjusted for unused services following the cancellation, we find the charges to be valid and accurate as billed.”

In summary, my account was always up to date with T-Mobile. They failed to provide the service I paid for after being very patient and I had to switch cell carriers. Customer service said that it will be back to normal when the cell site work is completed…they did not tell me this was going to be several weeks.

Additionally, due to the incompetence of T-Mobile’s Data Management organization my personal information, Drivers License, Address, SS#, phone number, etc. were uploaded to the DARK WEB in a data breech affecting millions of T-Mobile subscribers, as I was informed by the McAffee Identity Theft organization and my primary financial institution CapitalOne that my data was found on the DARK WEB after their routine security searches.

So, the account was cancelled October 22, 2021 and they continued to invoke auto-pay for months after the cancellation claiming $25/mo x3 months after.

I do not owe T-Mobile anything, and they caused me a great inconvience and have referred their false claim to a COLLECTION AGENCY. I'll take the negative hit on my PERFECT payment history with all of my creditors with my CREDIT SCORE compromised before I pay this lousy slip-shot company that continues to be a miserable failure of LOW INTEGRITY.

i am a former customer of sprint who had to make the transition to T mobile due to the merger between the two companies. since then, my service has drastically gone downhill. originally i had 6 lines service, i aim now down to 2 because of the awful signals for cellular and data usage We have removed 4 lines of service from my account due to a poor signal in my area. my complaint continues with billing issues, I am being charged well over $200 a month for 2 lines of service .i understand insurance and the cost of buying a phone but i am still close to $200 a month after those. this is wrong. i have tried to talk with customer service and have got no where my issue before regarding poor service was being handled i thought but never received anything af the ri sent in my speeds for my wi-fi. now if i have to have wi-fi to get a half way decent signal what am i paying for cellular service for

very unhappy customer

T-Mobile fraudulent miss-represents service areas covered. Purchase a phone and when you discover no service, you have to pay for return shipping for refund. Writing to CEO in protest gets no response... thus, buyer beware of their fraudulent business practices.

Buying off their website is risky. T-Mobile, like their competitors, has a business model based upon: "for every customer we lose, we get five new ones so why bother with consumer complaints" That is what "free market" is all about.. the ability to make money by screwing unsuspecting consumers.. they donate to elected Govt officials so there is no place to make them pay...it's the American way!

On July 7, 2022, I called in to sign up for mobile service because I was told by colleagues that their service was going to save me some money. After I got off the phone, I added up some figures and decided the service would not save me money, so I immediately called back and asked them to cancel my request and refund $105.00 that was charged to me for SIM cards. The agent told me that it was too late to cancel because the cards had already been shipped (which I find that hard to believe since no more than 20 minutes had passed) and that as soon as I received the cards to take it to UPS and tell them I refused the purchase. I did that as soon as I received the cards, but was told that it would cost $13.00 to send them back! So, I called T Mobile and the agent told me that there must've been a mistake that they don't give refunds on SIM cards! After an hour of speaking to the agent (who was back and forth with me and someone of higher status), I asked to speak to the manager. A manager finally came to the phone and agreed that because the SIM cards had not been activated that I would receive the refund within 7 - 10 business days and if I did not receive it to call back. I asked for her name and she told me it was Yam. 10 business days went by and I still did not receive the refund, so once again I called and went through another horrific conversation that lasted over an hour again; I was once again promised that it would be taken care of in 7 - 10 business days. You guessed it - still no refund after ten business days. I had to repeat this process 5 more times and every time was promised the refund, but it never happened. I called my bank to dispute the charges, but apparently, they were given the same treatment. I finally wrote to the CEO and explained the dilemma. I received a phone call and text the next day stating that they were denying my request because on their end it showed that my payment never went through, and they had charged me a $35.00 insufficient fee to cover it! So, they told me I had a $140.00 balance owed to them! Unbelievable! Then, they proceeded to tell me that they would "waive" what I owed them! I immediately wrote back to the CEO, carbon copying Jaime Ryan disputing the accusation that I was now getting! I basically got a totally different story than the 7 previous conversations that I had with various agents over the phone. I DO NOT recommend using T Mobile because they are unprofessional and do not tell the truth or treat their customers/potential customers with respect.

My new iPhone 14 crashed and froze 11/13. I called T-Mobile and Apple - both said the phone was a loss. T-Mobile said the phone was NOT covered under my protection plan... because it was not lost or stolen, I had to buy a NEW phone for over 1000.00$.

Now I have TWO bills for ONE working phone. T-Mobile said there was nothing they could do as it is an Apple product. Apple said talk to T-Mobile as they your carrier.

Round in circles I go.

I tried to resolve by asking a T-Mobile rep. twice... same old answer - NO.

I have a 5G T-Mobile modum and was told I had 5G coverage. I do not. My television watching is via streaming services. It only works when my internet speed is adequate. I could not watch television Tuesday evening, Friday evening and this afternoon as my reception was constantly buffering. I have verified the T-Mobile internet spped to be 2.41, 2.40 and 3.6 this afternoon. This will not allow me to watch a program. Also, my computer runs slow. This is definately what I thought I was buying when I switched to T-Mobil. Let get it fixed.

I want the internet speed that I paid for.

Since I bought two of your Nokia X100 phones from a local store and switched to Metro by T-Mobile, I and my wife have accumulated over 50 separate issues. I have discussed many of these issues with your customer service on social media (Twitter). Basically they have told me to take the phones back to the store and they will send the phones into "repair". I cannot be without my phones for one day due to my wife's chronic health issues. They then said the store associate may/may not decide to exchange my phones for two new Nokia X100 phones. I do not want the phones I have had nothing but problems with 2 more of the same phones. I will not accept anything less but a full refund for the phones I purchased. Furthermore, I want nothing to do with Metro by T-Mobile. I have tried to work with both these companies customer service and support to no acceptable avail.

I have a very detailed list of issues I have been dealing with for many months now with these 2 Nokia phones. I need an email address in order to send a. txt file or an email attachment to you of the 50+ issues.

I ordered Tmobile home internet on 9-10 and it was delivered on 9-16. I supplied my credit card for auto payment. There is a 14 day trial period. After 7 days of testing Tmobile home internet it continued to be very unsatisfactory. I talked with Tmobile reps and decided to send back equipment. Tmobile sent me UPS return label via my email. Tmobile sent me an email stating equipment received by Tmobile on 9/26. Credit card statement showed Tmobile billed me on 9-10 (the day I ordered equipment), then billed me again on 10-10. I talked with representative Shiela on 10-23. She gave me her personal guarantee that I would be issued credits for the two prior charges and would not be billed in the future. I checked my Tmobile account in late Oct and it showed I was about to bill me again. I stopped autopay so Tmobile would not charge my credit card but now my Tmobile account says I am overdue on payment. I called Tmobile Nov 7th to see why credits had not been issued and why I got billed in Nov? Tmobile cannot open my account because I do not have a PIN. All of the PINS I had before were sent to me via email but now they say there is no email associated with my account! I'm told NO ONE within Tmobile can help me unless I go into a Tmobile store and have them verify my identity. ARE YOU KIDDING ME? Tmobile has no way to escalate issues to internal staff to handle problems. I asked to speak to a supervisor but no one would pass me through. They just kept saying you have to go to a store to verify your identity. Very poor customer service.

This massage to complaints manager. I had a customer service called me. Not saying her full name, yelling loud thru the whole conversation. You hired a very dramatic employee. I am going to put 0 very poor and yelling at customers score on tmobil app. This is very rude employee you have. I would like to speak to manager of complaints about this thankyou

I'm this again because someone deleted my last message

I went to their store in Richmond, Indiana I picked up their wireless internet box on 9/20/22 they said I had a free no cost 14 day free trial I was only able to get 2 bars on it my internet was buffering so bad that I couldn't do nothing with it so I returned it 9/27/22 back to the Richmond Indiana store where I got it from That's only 7 days 10/03/22 i got a notice from them saying they hate to see me go but if I don't return their equipment my 10/11/22 they will be taking the $50.00 monthly charge off my card. I called their corporate office and explained I already returned their equipment to the store where I got it from and I have a receipt showing so. We argued for over 2hrs I told them that they better not take 1 red cent off my card that I will be getting a hold of FCC, BBB, The Attorney General of Indiana ,Washington, New Mexico I just got got another letter from them saying they are going to take another $38.17 Nov/11/22 this one is from Cincinnati, Ohio I will be contacting the Attorney General there also Even the Sales Rep at T-Mobile Called and tried to straighten things up for me he argued with them for 2hrs also. Also I was told that because I'm a Senior and a AARP member that I can get them involved and since they are causing stress I've got a law suit against them if I want to push it. I hope they don't delete this message again or they will know what a fight really is Because I'm tired of fighting but I will but the authorities on this

First thing, I bought a bumper for my watch and did not have them put bumper on in store when I got home it was the wrong size.

Next time I went in I told them no apology no. Exchange. Then I bought a screen saver for my watch and it started to peel with in 24 hrs I tried to get a replacement or refund but manager said no refund and they didn’t have any other replacements. Bought a bumper that fit but no refunds. Out 50.00

Redlands store on Alabama street

Refunds should be allowed for at least 30 days

I visited this store today after having terrible experiences trying to fix the issues I am having with your phone customer service and the store in the East Brunswick mall. There were 5 individuals doing absolutely nothing and one with a customer.

I went in to get the cover on my phone changed, take off the talk to text (as it has stopped working) and the travel discount off of my plan. Additionally, after being on hold for an hour, your customer service rep. told me that I had to go to store and change my SSN because it had been entered inproperly in the system.

I was stranded in England with Covid in April and the bill was absolutely ludicrous. When I called the rep literally giggled and told me that there was not anything she could do to help me and that I needed to change my SSN.

I worked with Mari today. She called customer service (lots of eye rolling and remarks with her fellow employee; apparently the staff does not like your customer service either). I was told that she could not get access to my SSN from the store. And they did not have the cover for my phone in the store. When I told Mari that I was going to change plans because I can't get what I need from your customer service she literally shrugged and said "Well, have a nice day." I am paying a high premium for your service and I am not getting what I pay for. I am not even getting a reasonable level of customer service. I am not going to be treated like an imposition when I ask for the services I am paying for.

We switched from Sprint to TMobile almost a year ago, we went to the store got new TMobile phones, set up account, etc. We were told we would get several bonuses, including free Netflix…well a year has passed I have continued to pay $15 a month for Netflix and still am not able to access a TMobile account. It switches me to Sprint. I am so frustrated with Sprint/TMobile I am considering switching to another provider in order to receive what was promised to me. Our phones say TMobile, I pay TMobile, I don’t understand why we are not able to receive the TMobile perks! Please tell me how to get what we were told we would get!

Thank you

Cheryl Gates

[protected]

My name is Jeannette Williams my T-Mobile phone # is [protected].

My landline is [protected]. I will not be using the T-Mobile phone anymore because they can't be trusted and can claim I made all kinds of calls, so have used this phone anymore.

I went into a T-MOBILE store to get a phone. They said I had to get a plan. I was a prepaid customer with them for close to 19 years. Associate told me they didn't have prepaid anymore so I got a $20 a month plan. Less than a week later I got a text saying I owed $38. Called and we resolved the issue. Apparently not because a few days later I get another text. I owe $88. So now I'm angry and call back and found out I didn't have to get a plan at all. I could have stayed with my prepaid plan, so I ask them to switch me back. They switch me back but I lose my Gold membership. I complain, why are you penalizing me for a mistake you made. Long story short. They had my banking information and went into my bank account without authorization and took the $38.71 on 10-3-22, evidently they were going to do that every month because it said recurring. I called to complain again. We are going take your banking information out off the account and refund your money. Two days later they refuned not the full amount but 16.74 only. After 19 years the last month has been a nightmare. I am done with them.

August 3, 2022 I purchased a phone over the phone. The representative I spoke to asked if I was 55 and I said my husband was so he stated I would get a better deal using his information if I had it available. We used his information to open the account. I received it on August 6th and tried to get it activated at a T-Mobile store. I had not received a phone number and did not know my account number. I had not received a phone number and did not know my account number so I asked the techs for help. They did not help and when they saw I kept trying and was not leaving until I activated the phone one asked to see the phone and he said he would be able to get the phone numbers off the sim cards. I was not aware of this. He then asked to speak to my husband and I told him he was not with me but I did have his drivers license. He stated he could not do anything without my husband's consent. I had brought the phone to the store to trade in. I went home and called T-Mobile and told them that I wanted to return the phone and was going to stay with Verizon Wireless. I returned the phone and kept up with tracking. T-Mobile received it on Arug. 11th. I called customer service to ask when I would receive reimbursement and they said 7-10 days. I have called a minimum of 5 times and have received the runaround with specified dates of when I would receive my money back of 164 because 70 was kept for stocking fee. I did receive 2 months of monthly payments for services I never used. I was asked to fax bank statement and bank credit card to get reimbursed. Each call takes at least one hour with customer service and filled with empty promises of when I will receive reimbursement. It has been over 2 months and this issue has not been resolved.

I recently decided to change my ISP to T-Mobile as I have a current account with mobile phones. I received the modem, followed all of the instructions included and everything seemed fine. I use it for my desktop computer, cell phones (Wi-Fi) and my TV as I have a Roku box.

The very next day, the internet kept going in and out. I did not have time to call about it as my daughter was getting married and I had to be out of town. I called on Saturday, October 15, and spoke with FOUR different people as I kept getting bounced from rep-to-rep. The issue did NOT get resolved.

I phoned again on Sunday morning, October 16, and again got bounced from rep-to-rep. They all had me doing the same thing even though notes were made on my account. One gentleman even told me that T-Mobile would be "monitoring" my account and that I would NOT be experiencing another internet outage! Another representative fold me that I needed to go and buy a "firestick" for my television! NOPE!

Again, the service was disrupted. I elected to just change my modem back to my previous provider and will be sending the T-mobile modem back.

This whole scenario has been a nightmare. Getting bounced around to so many different people was very annoying AND frustrating.

On October 14th I went to this store specifically to get a coupon deal for $27.50 per line, a over 55 plan. My husband and I were switching our service from Verizon to T-Mobile specifically to lower our payments. I presented the coupon to Esperanza Minyety. I explained very clearly our goal to keep the cost low. Then I also needed to purchase a new phone so she helped me pick out a Apple 14Plus and several accessories. I told her very specifically I wanted to pay for the phone outright, not over time and that I wanted to Autopay through my checking account, not a credit card. Then she said there was a $400 offer if I turn in my old phone. That sounded good.

That’s when she began telling me I could not get the $27.50 plan because that plan would not give me the $400 discount on the phone. I needed to go to another plan that had much better features. As she rattled off the features like triple AAA, Netflix etc. I told her I did not need any of these. She insisted I couldn’t get the phone discount unless I went with this higher plan so I capitulated.

When I got home I brought up the plans and realized I would pay more in one year than I would gain on the $400 discount. I went in the next day to pick up my new phone and told her I wanted to reverse the decision and pay outright full cost for the phone and take the plan I came in for in the first place. She said she could not change anything because it was all set in place. We had a stressful exchange but she would not do anything to meet my needs. When I left I realized she never let me pay the phone outright and it will likely be bundled into my payment. I’m disgusted and feel tricked. When I asked her to show me proof that the phone trade credit prohibited me getting the coupon deal she refused. In addition the receipt I received had $75 credit for the phone exchange. She said the balance of $325 would be reflected as a credit on my first bill. How do I even know that I’ll ever get the credit?