T-Mobile USA
Reviews and Complaints

First off there was poor network coverage in many places I travelled. I was in a train derailment in rural Missouri in the summer of 2022 and it seemed like my phone coverage was the only one that did not work, I had to use other people's phones to even make a call which is ridiculous. There was many places I travelled to that did not have service but other carriers did. I then was bought a phone after the train accident with my account and same phone number, paid in full by Amtrak, in which I bought the insurance when I first joined T-Mobile in 2020, which included a screen protector free to be replaced at anytime. When I tried to get one again after I got my new phone I went to T-Mobile several times and the service reps all said my phone was no longer eligible for insurance even though I paid for it when I first bought into the account. This was very upsetting being that I bought the insurance and the customer service said it never expires, I was then told I would recieve a free screen protector for my troubles in the mail but never received it.

In July of 2021, I cancelled my T-Mobile account. I ported my lines over to ATT. I did this because this is a business phone and I had bad service in my office. Calls would drop and sometimes the phone would not receive calls. This is bad for business. After porting over my lines and canceling my account, I received what I thought was my final bill and I paid it. I did not receive another text message telling me I had a bill due, as I did every month since signing up. Over nine months later, I received a collection notice for 70 plus dollars. I called and had a very long conversation with T-Mobile and even though the numbers were ported out, they did not close the account. UGH, what am I paying for if I do not have service! I could not log into the account, as I did not have an account anymore! We argued about this for a long while, and they wore me down and I paid this as mine time is worth more than the 70 plus dollars. They assured me the account was closed. Months later, I got another bill for 130.00+ - it's like Groundhog's Day... same conversation. I paid the bill and guess what!? I got a bill months later for 84.00. I am DONE! Another hour plus on the phone and they of course say that the accounts closed and that they have noted in my account that they will take care of it and to trust them! I asked for an email stating this. Oh, but they cannot do this! Okay, a text? Nope, I am not with T-Mobile so they cannot text me. Okay, text my mother's T-Mobile account. They can do this. The text does not say it is from T-Mobile, and it says that we had a conversation and that no further action is needed. No names, details anything. Worthless. I am still on hold as Arabella, who I have been talking to, says that she is transferring me to her supervisor. It has been 20 minutes and obviously, I have been launched out into space, the endless loop of no man's land. I had asked before she transferred me, the name of her supervisor and she could not give me a name.

Now, I am not a stupid person, although, paying these bills repeatedly might say otherwise, but how could elderly people, people with disabilities maneuver this BS? I see that this has been an on-going problem for T-Mobile, when is someone going to do something about this. It is dishonest!

Managers lie. Complete run around and no help when trying to quiet T mobile. Managers could not retrieve my accrount number and origianl pin from years ago when I signed on. The phone bank is a run around. No consideration for the 3 yours it took to tramsfer to Consumer cell which has the same serice but cost $47 per month compared to T mobile for $70. BOYCOT THIS COMPANY.

Approximately 4 years ago I purchased a 2 galaxy watches with T-Mobile. one of the watches was damaged and T-Mobile exchanged it for another watch and that required opening another account. The store clerk assured me that the first account would be canceled., After receiving my first bill I noticed I was now being charged for the 3 watches they are under wearables in the T-Mobile bill statement. I called again to explained that I only had 2 watches and the extra line they charged for was no longer owned by me. They said they would refund me and cancel. I trusted T-Mobile with that. So today October 31, 2023 I decided to check my bill and noticed T-Mobile was still charging me for that 3rd line (wearable). I reached out to customer service and they said they have canceled it and that they would only refund me $30. I brought up the fact that they owe me about 4 years worth, so they flipped it on me saying I should have checked my bill monthly and called them and they cant go back that far. Why after multiple attempts to cancel and being told it was taking care of I should have to keep calling about the same issue. I trusted the problem to be solved. I been a customer for about 20 years. I'm so disappointed in T-Mobile. I added a line about a a few months ago and was told I get a free phone and then they said no free phone because of my plan. T-Mobile you treating your faithful customers that been with you for over 10 years like crap. I should be refunded for the watch.

on 10/24/2023 Icalled T mobile to see if they had a plan I could afford, I was told they were offering a free phone, so I spoke with a sales person about a plan with a free phone unlimited talk and text which I accepted. on 10/27/2023 I called customer service to get my acct. number and transfer pen to transfer to another carrier for a cheaper plan I was told if I transfer I would owe a balance for the phone, I said the phone was free the sales person said the phone was not free only if I kept the plan for 24 months it would be free, I was never told that in the beginning. so I was mislead and deceived.

Speaker 1 · 00:01

Let's try by choosing one of those options. Are you calling about a payment? Do you need tech support? Have a billing question or something else? Bill? I'll get you right over to someone who can help. Please enter or say your 6 to 15 digit. Ok, got it. We care about your experience so we may record this call.

Speaker 2 · 00:38

Hi, thank you for calling T Mobile. This is Rob. How can I help you today?

Speaker 3 · 00:43

Hi, good afternoon. You said your name was

Speaker 2 · 00:44

Rob? Uh My name is Rothman. That's R A LP H.

Speaker 3 · 00:49

Oh, I'm sorry, I have um I have um

Speaker 2 · 00:54

payment. Yes, ma'am. That's ok, ma'am. Uh Good afternoon ma'am. What seems to be the reason um for you to be calling T Mobile, ma'am?

Speaker 3 · 01:04

Um Yeah, yeah. Um I hate to even go in while I was calling on T Mobile. I would like to verify myself. You look at my notes and then I want to get some answers to some questions if that's ok with you.

Speaker 2 · 01:19

Yes, ma'am. No worries ma'am. I can definitely help you with the questions, but I do need to verify your account first. Can I have your first and last name

Speaker 3 · 01:25

please. That's exactly what I asked you to do, sir, Hollyhol. Yeah, Holly is my first name Llyn Lewellynllewellyn, please. And thank you.

Speaker 2 · 01:46

All right, ma'am. So I'm gonna go ahead and verify your account. So that's Holly Newly. Alright. Yeah. All right, ma'am. Yes, I have successfully verified your account, ma'am. And yes, what uh what questions are we um, do you wanna know about your account, ma'am?

Speaker 3 · 02:03

I would like you to take a moment and look at the account. I would like to inform you that I'm extremely irritated that I expected a text about a call back by no later than two after two o'clock they sent me a link to tell me how I feel that's not what's supposed to happen on this mother of Christmas trees phone calls Ralph. I was supposed to um um be ordering equipment and everything else so I'm gonna hold I'm going to speak to your supervisor escalator and then I'm gonna see what the Christmas Trees are going on here and then I may be um the next phone call may be to how I get my my all my services from AT&T.

Speaker 2 · 02:48

Alright, so I just wanna make clarification. Ok. Um um you're because you were supposed to get a call back um at 2 p.m. correct

Speaker 3 · 03:00

sir. The notes are there. Yeah.

Speaker 2 · 03:04

Alright, so I'm gonna go ahead and um see the notes, ok? And the memories of your account. Alright then just give me a few minutes. Ok? And then I'll get back to you. Um um, once I am

Speaker 3 · 03:21

done with you, may I ask you a favor? Please miss out because of my illness. I request that you put me on mute until you're transferring me. Please do not put that hold music. I cannot tolerate it. I'm sorry, I don't feel well. Thank you so much.

Speaker 2 · 03:39

Yes, ma'am. I understand ma'am. No worries. I'll just be putting myself on mute. OK?

Speaker 3 · 03:42

Yes, sir.

Speaker 2 · 03:44

All right. Thank you so much. Hello, ma'am. Yeah. Yes, ma'am. As what I can see here in the uh the memo, ma'am. Um What specific um uh notes are, are we uh looking for ma'am?

Speaker 3 · 05:27

I'm I, I'm not looking for anything except you to escalate the call and for you to escalate this. That's it. I want to call escalator. I want it escalated. I don't care to talk about this previously. I spent enough time from Thursday the 18th 19th until today with this baloney. I don't wanna argue. I, I'm tired.

Speaker 2 · 05:46

Ok, ma'am. I understand ma'am. So yes, I'm gonna go ahead and see uh if there are any uh we can do the escalations for you. OK? So just hold on a minute for me. OK? Yes. All right. Thank you so much. Good. Hello, ma'am. How we

Speaker 3 · 08:35

I'm, I'm still waiting. Yes.

Speaker 2 · 08:38

Yes, ma'am. Um Yes, I have already uh talked someone uh for the escalation call but um she's still handling um uh another customer so it will take her up to about uh five minutes ma'am so yes um I I don't wanna waste your time time ma'am so I just wanna know um what uh what I can see

Speaker 3 · 08:57

here is I don't wanna talk about it but you can call me at [protected]. I'll expect that call in five minutes I'll be putting a timer on my phone. Thank

Speaker 2 · 09:07

you. Alright. Thank you so much ma'am.

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.