T-Mobile USA review: Overcharged - failed to honor agreements - failed to help!

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.