T-Mobile USA
Reviews and Complaints

T-Mobile charged me over $300.00 for a phone I never got. T-Mobile has admitted several times that they have never sent me a phone. T-Mobile has been promising me a refund since July of 2022. Every time I call they say my refund is on its way. Yet it's October 3 months later and I still don't have my money. T-Mobile has stolen my money and now I'm going to have to hire a lawyer, go to court, and get my money back.

I placed this order around 9/9. My internet account is [protected]. I placed this order around 9/9. I received the phone and the one new line. But I was not given what was promised when I placed my order. I was told I would have a new number for my new Samsung phone and and a sim card for my number to be ported to make 2 lines. That did not happen I only received the Samsung phone. I canceled my two lines. I sent the phone back with a pre-printed label I received from T-mobile. The tracking number is 1Z9E86E79016516380. I have already called 4 times and each time I am being told It will be taken care of. When it hasn't been. I should only be paying for internet not the Samsung phone and a line. That's $70.00 off my bill.

Lisa deRoque

I keep getting my bill change every month, it goes from a 55 plus plan to whatever they decide to charge me. so I finally got rid of them now they say I owe them twice the amount I was supposed to pay.

I have had more trouble with T mobile since they took over sprint that its become the running joke.

I never had a problem with Sprint on service or price and T mobile killed both

Mr. Mike Sievert, CEO / President T-Mobile

3618 Factoria Blvd SE, Bellevue, WA 98006,

Dear Mr. Sievert,

Today, I visited the T-Mobile location at 2029 W Ave J, Lancaster, CA 93536. I was serviced by “ Leo” , (Noting his name tag) who later stated to be the location manager. He provided a simple clarification regarding my phone servicing issue, however I was concerned that he had confused me with another T-Mobile patron he had serviced. Since I provided my name upon his request and prior to his servicing, I wished to avoid any miscommunication as to my identity.

Leo stated he had addressed me, as to what I determined he used as a Nickname for a certain patron group, or any and all T-Mobile patrons he serviced. I inquired if he would not utilize the Nickname, when addressing me and simply address me as “Sir” or “Mr. Powell”. Leo clearly stated he did not view the Nickname as derogatory and continued to use it. I attempted to further clarify my position, in as much that addressing me with any sort of Nickname was demeaning, discourteous , disrespectful and unprofessional.

Leo continued to address me using the Nickname. I requested contact information identifying his supervising administrator. Leo stated he was in charge of supervision at this location, that his supervisor was not there. I re-stated my request for administrative contact information, which he clearly denied. I began utilizing the service stand to document what little information I had, when Leo requested I leave, or go elsewhere to document. I confirmed that I would.

As I departed Leo again clearly referred to me by the Nickname as I exited the facility. Regardless as to its effect upon T-Mobile users, Leo appears confident that he can choose any name he desires to address myself (or maybe all T-Mobile customers) as he sees fit and appropriate. Sir, I have performed in Public Social Service for more than 40 years and note this reported facility manager’s depraved and perverted behavior with T-Mobile patrons is far more than unprofessional.

The inconsiderate , demeaning, disrespectful, threatening and vile behavior exhibited by this gentleman can be defined as highly concerning and possibly dangerous. In light of this experience and Leo’s access to my personal and confidential information, I respectfully request your assistance in the revision of service practices at this location and, or relocating my servicing contact elsewhere.

I suspect , if researched, this dis-servicing and mis-placed behavior by Leo is not isolated and ongoing history will be uncovered.

Respectfully,

Mr. & Mrs. C. Powell

The best way to deal with T-Mobile is to complain to the Better Business Bureau as the representatives connected to T-Mobile are required to follow scripts that are designed to obscure, inveigle and obfuscate. Seniors should also file complaints with AARP, Elder Services, local law enforcement and their state attorney's general office for elder fraud along with consumer protection reporters on local and national networks.

Switched to T-Mobile on 7/29/22 under their Keep and Switch Offer. You keep your existing phone and T-Mobile will pay it off up to $800 per phone and switch over to T-Mobile.

I filled out the application and sent a screen shot per their instructions within 2-3 days of becoming a customer. You can find T-Mobiles instructions below.

All the paperwork was provided correctly butT-Mobile made a mistake by giving me the Trade-In value of each phone $375/per line (The value Verizon would give me to trade in my phone) rather than the payout amount of $664.86/per line for a total of $1329.72. (The amount remaining due on each phone to purchase)

T-Mobile has given me nothing but trouble and has refused to correct the issue. No call backs, not letting me talk with supervisors and mis information. Adam, the store manager at the Eagle, Idaho T-Mobile store has been very helpful but he is even having trouble with T-Mobiles customer service. T-Mobile have offered a credit on my account but that will not pay off my phones with Verizon which is now past due. Plus this was not the agreement with the keep and switch promotion.

I would like T-Mobile to hold up their promotion and provide me with the prepaid card of $1329.72.

I would like to BBB to contact me if possible. Please read below for the Keep and Switch Promotion.

Sincerely,

Jennifer Garcia

[protected]

*

Here's how to submit your Keep and Switch Claim

Bring your eligible device with you and we'll reimburse your remaining device payment balance when you switch from Verizon or AT&T to T-Mobile – up to $1000/line (up to 5 lines) via virtual prepaid card.

Step 1: Capture a screenshot of your current device payment plan balance.

See our FAQ's for details on how to capture a screenshot of your device payment plan.

Step 2: Confirm your device is eligible and compatible.

Step 3: Confirm your device is unlocked with your current carrier. If not, complete all steps to unlock your device. For AT&T customers, this will include paying off your device prior to unlocking.

Caution! Do not bring your number over (port) to T-Mobile until your phone is fully unlocked!

Step 4: Bring your number over to T-Mobile

Step 5: Submit your reimbursement request.

Step 6: Pay your old carrier's final bill.

Allow 8 weeks for reimbursement.

Switch and keep your eligible phone, we'll even pay it off up to $1,000 via virtual prepaid Mastercard when you switch to T-Mobile.

Tried T-Mobile home internet.

Did not work.

Sent it back and cancelled.

They billed me weeks later for $50

I called and told them I set unit back, because it doesn't work in my area

The credited by credit card with $49.68.

I just got another bill a month later for $1.57.

I called again. Told them the store again.

They wanted by banking routing number to refund me.

I told them to credit my credit card.

They said they could not do that.

My phone was destroyed on 9/16/22 in the early morning. I began attempt to contact the replacement insurance company and was not able to reach a customer service representative for over 1 hour. Upon contacting and filing a claim I was advised that the replacement would not be mailed until next business day. Fortunately, the phone was mailed 9/16/22 at 12:00 am but as of 9/19/22 is still not received! I currently work for a hospital in Syracuse NY and my cell is the primary contact which has created a GREAT inconvenience. I have been a Sprint/T-mobile customer since 2004 and never experienced such bad service and will not recommend T=mobile to anyone and will be looking a transferring service to SPECTRUM.

CLAIM - [protected]

I finally got the google 6 but not after 4 hours of intimidation, nasty behaviour from a tmobile agent

Sep 17, 2022

Avoid t-mobile shrewsbury nj store at all cost/discriminatory store

A public store - a public opinion and experience

Carnival side show act/discriminates against senior citizens

437 broad st shrewsbury nj

Upgrade from stylo 5 phone after I had been a 22 year sprint customer

4 hours to get a phone upgrade because esperanza chose to service a latino customer who arrived after I did and lied about it.

Still fuming sep 18, 2022 / 2pm-blood pressure sky high

Quick timeline

You can read all this or you can read my one line opinion and experience

Opinion: esperanza is a very destructive, nasty, condescending, humiliating t-mobile employee.

Her attitude may have worked previously but the buck stops here.

I feel sorry for anjelica who repeatedly apologized to me a dozens of times, if not more, for not being able to help me because she wasn’t trained from sprint to t-mobile.

My opinion: discriminatory store at the helm of esperanza who does what she wants, when she wants, how she wants.

My opinion: everyone has a limit to endure the nasty, condescending arrogant behavior of esperanza.

I hope you can see my frustration and the destructive behavior of esperanza and by no means should any bad consequences come to anjelica who had to work with esperanza every day.

My personal opinion: very disrespectful. I had worked with a destructive personality disorder previously in my work history like esperanza. They have a false sense of superiority and power. Very destructive personality disorder they don’t teach they destroy customer relations and company relations. They don’t teach employees they “gaslight” giving training one day and completely reverse their teaching and tell the employee, I didn’t say that you have to do it this way. Destructive behavior.

Sep 10, 2022 went to hazlet nj t-mobile store 732=739 1255/alphonso d. Very informative and went out of his way to help me but did not have the google pixel 6 phone he suggested to contact shrewsbury store that may have 1 but couldn’t guarantee. Suggested to call customer service to have one mailed to my home.

Contacted cust serv [protected] in the philippines during the week they did not have the phone in stock but contacted all t-mobile nj stores in nj if they had google pixel 6 phones. Had me on the phone for 1 ½ hours until my land line battery died.

Sep 17, 2022 contact shrewsbury nj store directly and they advised they had a google pixel 6 phone.

Sep 17, 2022

3pm this is where my absolute nightmare begins with esperanza.

*arrived at 3pm at t mobile my daughter drove me since it’s hard for me to drive. I’m in my 70’s high risk of heart attack, stroke and diabetes plus live with debilitating chronic pain. I brought my walker since t-mobile does not have chairs and I can’t stand more than a few minutes.

*315 pm while i’m waiting to be serviced a male individual arrives and worms his way to esparanza counter and is being helped.

I called over and said i’m next in line for service and the customer gives me a dirty look and turns his head and esperanza just smiles and they go on speaking spanish and smiling.

Esperanza said he is just buying something.

I see the male individual hand over his drivers license. Esperanza thinks i’m stupid you don’t show your drivers license to buy a quick something. You show a drivers license to buy a phone.

Now the male individuals significant other: comes into the t-mobile store and allow the 2 yr old female child run back and forth in the store. Where the child can fall and cause herself bodily injury. Esperanza says nothing.

Now the female mother or guardian holds hands with the 2 year old child and swings her round and round up in the air inside the store twilling her round and round. One slip and the child would wind up smashed against the wall or t-mobile counter. Esperanza says nothing.

*430pm after the male customer who took my spot left i’m being serviced by esperanza and she tells me that i’m not entitled to a google pixel 6. I told her:

1. Look I was emailed this information from sprint

2. I went to the hazlet nj store and I was entitled to the phone but they didn’t have it and they recommended I come to your store, I contacted customer service in the phillipines [protected]

3. I spent 1 1/ 2 hours with customer service and they didn’t have any in stock in the warehouse and called all of nj stores to track the google pixel 6

Now esperanza is telling me that after I waited 1 ½ hours because she took someone that cut into line that i’m not entitled to a google pixel 6 phone.

430pm I called customer service at [protected] and waited 45 minutes and finally got through at 530pm and explained all the circumstances in the difficulty in getting a new phone

*545pm i’m on the phone with frank from t-mobile [protected] and I explained the hard time and how difficult esperanza was but I couldn’t hear him because esperanza had been blasting spanish music inside the store since I arrived.

I asked esperanza to lower the spanish music so I could hear customer service she said in a minute.

Why the blaring spanish music in a t-mobile store?

After 2 minutes I said to esperanza: what ever your doing take 30 seconds to turn down the music or shut it off.

It doesn’t take time to flip a switch or turn a dial and she refused by not complying.

Anjelica then went to the control panel and turned down the music.

*6pm anjelica saw my frustration after 3 hours and how I was treated and contacted oscar the store manager and I told anjelica let me speak with him and I gave him a earful.

T-Mobile consistently lies about promotions and costs. They falsely claim to be resolving the issue and that we can "trust" what they say. I cannot tell you haw time and time again, on just about every single thing, they lie. The most recent has cost me nearly $750. I was told by a T Mobile rep that I have the best international plan. That all wifi call like Whats App are free and should I need to make a regular call internationally, it was only .25 cents per minute. BIG LIE! They went on to charge me $3 per minute, resulting in $477 dollars for 159 minutes and hundreds more in taxes for the calls. This must be remediated. T Mobile cannot continue to steal from their customers.

At this point I am so disgusted with T Mobile I wouldn't recommend you to anyone! First off we are in a hotel and are unable to use the phones at all! I spoke with one of you customer service people on Friday she informed me there is only one cell phone tower near where we are and there is nothing they can do. This phone will not call out or get a call it is both my husband's and mine there is no wifi internet or calling. available the thing is they worked when we first got here. The other problem I have is when I called last week I had a payment arrangement to pay $75 that never showed up on my checking account however, I was charged $118.40 I told the girl this and she said the $75 showed on my bill but the $118.40 did not I told her I was looking at it on my bank account she said I wasn't and there was no way to send her either a picture or proof of it and sorry. That is not customer service! I have been charged $118.40 instead of the $75 which left my checking account negative. We are senior citizen's and I am on a fixed income. I was charged $38 for the negative. The other problem is I am 65 so we have the Magenta Max 55+ it is unlimited talk and date for $43 a line including tax and fees we have 2 lines which is $86 I pay $100 a month they told me it's just extra charges REALLY? what part of tax and fees included does T Mobile not understand? I was with Sprint before and never had a problem until T Mobile took over. If this doesn't get straighten out I will be sending these phones back and canceling my account. The phones don't work anyway and nobody there seems to care.

At the end of May, I spoke to customer rep Zia, who told me that as a one time courtesy, she would credit me $600 spread out over 24 months for my iPhone SE (2020), because I've been such a good and loyal customer. In light of this great deal, I purchased an iPhone 12 pro for $800. Zia told me that she would have to enter this $600 credit manually after they received my old phone and it would take 1-2 billing cycles to show up. Skip ahead 3 months later and Zia's credit has not been applied. I call to speak to reps and they have given me the run around. Today, I spoke with a supervisor and he offered me a $200 credit. I have recordings of our phone call verifying the offered deal.

At this point I am so disgusted with T Mobile I wouldn't recommend you to anyone! First off we are in a hotel and are unable to use the phones at all! I spoke with one of you customer service people on Friday she informed me there is only one cell phone tower near where we are and there is nothing they can do. This phone will not call out or get a call it is both my husband's and mine there is no wifi internet or calling. available the thing is they worked when we first got here. The other problem I have is when I called last week I had a payment arrangement to pay $75 that never showed up on my checking account however, I was charged $118.40 I told the girl this and she said the $75 showed on my bill but the $118.40 did not I told her I was looking at it on my bank account she said I wasn't and there was no way to send her either a picture or proof of it and sorry. That is not customer service! I have been charged $118.40 instead of the $75 which left my checking account negative. We are senior citizen's and I am on a fixed income. I was charged $38 for the negative. The other problem is I am 65 so we have the Magenta Max 55+ it is unlimited talk and date for $43 a line including tax and fees we have 2 lines which is $86 I pay $100 a month they told me it's just extra charges REALLY? what part of tax and fees included does T Mobile not understand? I was with Sprint before and never had a problem until T Mobile took over. If this doesn't get straighten out I will be sending these phones back and canceling my account. The phones don't work anyway and nobody there seems to care.

I purchased a Hotspot from a satellite T-mobile dealer. It did not work. As was clearly advertised at the time, we had 14 days to return, get our money back, no harm no foul. We returned it within 10 days. However, not only did tmobile refuse to give us our money back, they also charged us a restock fee! It gets better. We had to close the bank account linked to it, because tmobile charged us monthly fees the next 2 months before we realized it! Now they claim they can't open the account without some pin code which I don't have, and have sent me to collections for $91.23. This is theft, and shows what a predatory company they really are. They have established layers of minions that speak broken English at best and have no access or capabilities of resolving this correctly, and I have no way of actually contacting somebody at the corporate level who can. I've asked repeatedly to speak to supervisors, with no results. I'm sure I'm not the only one, so if there are others, we need to establish a class action lawsuit and have them shut down. Because of their unlawful and predatory practices, my credit and quality of life are now being threatened.

After 3 weeks and 16+ hours on the phone and in the T-Mobile store on this one issue…this is where I’ve been lead.

The purpose of this letter is to ask for the very reasonable compensation of a 100% free Samsung S22 Utra in Phantom White.

As a family plan T-Mobile customer of over 25 years, I have never experienced a more frustrating and infuriating customer service experience in my life.

At the end of July, I called T-Mobile with the simple request to change my phone number as I had been getting way too many spam calls/texts. Instead, my mothers phone number was applied to mine, and the number [protected] got assigned to her phone. My mother is quite old and not tech savvy. She was in the process of moving the very week this happened, and so having her number change when she needed to cancel and update MANY services (utilities, landscaping, movers etc) she experienced countless obstacles attempting to do so with a number that did not match the one on her accounts. I’m not listing the extensive and LARGE amounts of additional stress added to my mothers moving experience as I have already experienced enough stress around that as is.

As for my own experience, I manage national marketing tours for large brands and am currently on the road for one. I am the point of contact for over 20 people at each new location I activate at. Across 16+ hours of missing work and using my little free time each day, I was finally able to get the unbelievably incompetent staff of T-Mobile to correct that mistake. But not without them first locking the entire account down under a “fraud” alert because of the amount of things they had messed up in the account. This ultimately made me have to drive across the state from Houston to get to Dallas so I could physically just switch sim cards with my mother, as the countless attempts to update the SIM’s were failures.

The total lost monetary value to myself personally is SUBSTANTIALLY more than the retail cost (especially the production cost) of the phone I am requesting for free as compensation. I was offered a $30 credit to my account, which was offensively inadequate.

I brought this up with the leadership team that I spoke with over the phone, but SEVERAL security protocols were broken SEVERAL times across those 16+ hours of communication with T-Mobile staff. For example, more than once when a rep was verifying my identity, instead of having ME verify the SSC, the digits were read back to me and asked if they were correct…OBVIOUSLY UNACCEPTABLE. There was no continuity across these communications. They would accept that I was NOT Joseph Gifford (who in one call was reported to be the only authorized user on the account, and contradicted in others) and yet still allow me full access to the account if I just had the last four of his SSC (which I did with his permission several times.) And then in the next call even that same day, would say that I couldn’t just give the last four of the SSC that they needed to call him to verify.

After this experience, I have spoken to my entire family and we are prepared to take our wireless service needs elsewhere if this relatively minimal compensation is deemed un-deserved.

I have never written to a company before, but this was so mind-blowingly unacceptable I will not let it pass unbalanced.

I hope you will resolve this in keeping with my request and we can move forward as T-Mobile customers with this behind us.

I have had Sprint cell service for over five years. When they became T-Mobile they required a new telephone. I exchange my phone for the one they recommended. They have been trying to charge me for the new phone sense. My old phone worked perfectly.

IM AGAIN COPYING THIS TO THE BBB

This is David. I appreciate your patience while the chat was connected to me.

I'm sorry to hear of the issue you're experiencing! I'll do my best to look into any potential solutions for you today.

Whom do I have the pleasure of chatting with today?

This is David. I appreciate your patience while the chat was connected to me.

I'm sorry to hear of the issue you're experiencing! I'll do my best to look into any potential solutions for you today.

Whom do I have the pleasure of chatting with today?

There is no pleasure

Every month since April

My bill is wrong

My name is Merry Hancock

I'm sorry to hear of the issue you're experiencing!

Sign me in n

Merry, nice to meet you! I hope you're doing well!

Give me a supervisor

One moment please while I contact my supervisor for you.

Thank you

Thank you for your patience!

I want my bill fixed, an ID for the person stating it is fixed, and an email verification it is fixed. There should be NO EQUIPMENT CHARGES FOR [protected]. T-MOBILE required the switch. Sprint has the old phone. Period.

Please do not worry as we are here to take care of it for you!

12:07 pm

This is Danny C.. I appreciate your patience while the chat was connected to me.

I want my bill fixed, an ID for the person stating it is fixed, and an email verification it is fixed. There should be NO EQUIPMENT CHARGES FOR [protected]. T-MOBILE required the switch. Sprint has the old phone. Period.

I'm the available supervisor. Please allow me to look over the chat and will start helping you.

Please look at all the previous chats, too.

Sure!

12:25 pm

I can see that you returned the device for trade-in, however, the device returned was either broken or in unacceptable condition and the monthly credit ($20.84) request was rejected by the back end tam. That's the reason you still see $20.84 monthly charge for the device. The previous agent you talked to applied $20.84 credits thrice to help you offset some cost of the device.

No

Return the phone to me

It worked Perfectly

We are very sorry to say that the monthly credit of $20.84 credit won't continue due to returned device was not in unacceptable condition. I am sorry to say that the device can't be returned back after received in our warehouse.

No

Each month I have to call them to issue a discount that should have been provided monthly based on a promotion in January. Each month I have to call them to have them manually fix the problem. It is an arduous task and takes up to six hours as no one knows what to do. They received my son's new phone for a trade deducting $20/month. Each month, they promotion expires because they do not permitting fix the issue.

this is a weekly issue I am not able to get incoming calls it goes to either voice mail or busy signal after two rings fed up with this service for which we pay good money it is on all our phones located in same area so it is at your end not my i instruments Fix it or we go elsewhere it is due time to switch after 14 yrs as a loyal consumer. At the lease give us a rebate for times not working due to your towers.

furthermore the agents you provide are lovely but since they are in foreign lands they are extremely difficult to hear and or understand their dialict.\I refuse to spend any more hours on end sometimes two hrs at a time to fix my same issue weekly. The phone was not available many times when there were emergencies

TMobile over charged me for phone service. I cancelled a line and they continued to bill me for two. They’ve admitted they made a mistake and agreed to make an adjustment and never did. I then cancelled services & a supervisor agreed again to adjust closing bill. Now they’ve sent me to collection for not paying the full amount, with overcharges

please read any additional charges,

after getting an upgrade I was told since you been with us for 10 years we have this deal for you buy one get one free, that's a big lie you get 700 credits on two years but they bill you 1500 on a second line, after I see my bill 120 more than usual I call, the cancel the line the phone was new still original seal, so I sent it back its been a month I'm still getting billed for that phone on top I give 379 as a down payment that I never get it back,

so please never ever trust T-Mobile, and yeah the same CEO, from spring now is [censored]ing up T-Mobile.