On December 30th 2024, went to one of TMobile stores to trade my old phone, I was welcome by one of the employees by him saying you have to download the new TMobile Life App to avoid an activation fee of $35.00 - Why activation fee when my line is already active, anyway wanted to save the money and went ahead to download the app making my phone purchase on the application, the app was not update with my new address which was very strange as TMobile has an automatic payment of my bill with my new address and card. Any way I update the address and charges were made to my card for my new phone now the waiting to receive my phone. Yesterday I was contacted by the new homeowner of a house I sold about 5 years ago telling me I receive a package wow! My phone is there, another state as I move back in April to CA... called customer care and spoke with someone that I am sure they were located somewhere in INDIA... sorry but customer service from abroad go by scrips and they dont really have the sense of good customer service, they dont know what we have in the USA, any way for him the solution was to send me a new shipping label for me to send to the owner of the house where the package was sent and receive the phone and wait, wait maybe another 3 or 4 days. He told me that his new app was not getting life updates that might take 24,48,72 or more hours to update information WHAT! THEY GOT MY MONEY AND THEY DIDNT UPDATE MY DELIVERY ADDRESS, WRONG in the many ways I can see it. He also told me that was going to take about two hours for me to receive the email as they were having issues with their system and it was vey busy. Two hours went by and no email, called customer care again, and another INDIAN person answer the phone this time he promised he was going to help me... SAME HISTORY, unable to help me he did put me on HOLD about 5 or six time, I was on the phone with him for over an hour trying to resolve this problem, HE NEVER UNDERSTOOD THE PROBLEM, and simple as TMOBILE MADE THE MISTAKE, I WAS PHONELESS, I PAID THE MONEY AND MY PHONE WAS IN ANOTHER STATE. A good customer service would it say, dont worry Ms. Cervantes, will make sure you receive a new phone tomorrow via express delivery and if you can send this new shipping label to the house where it was mistakenly deliver, we will really appreciate. This new customer rep wanted me to buy a new phone and charge again the amount I did paid and Refund me what I paid originally, WHAT THE F... this is so wrong, again unable to receive the shipping label by email, he basically said your email is having an issue, you have tried to send you this email numerous times and you haven't get it, then it is your side the one that has the issue, tried to give them a different email, MMMM! DIDN'T WORK, as they cant send emails to any other email other than the email they have register in the account. Went to the application and looking into the back end of my information, TMOBILE had my old, old, old billing address, the address that I use when I initially open my account with them, they they have a usage address being the same old, old address, but HOW THIS COULD HAPPEN! NO ONE ANSWER THE QUESTION, when I moved to the new place I went to my account and personally changed the billing address and my personal address. How this could happened, no answer again, spoke with a Manager which was another INDIAN person, nothing against INDIAN PEOPLE, I just cant' understand how abroad customer care can do a good job when they are not even in your country.
Nothing got solve with the Manager either, I was frustrated and unable to make them understand that I was never at fault THEY WERE, TMOBILE WAS AT FAULT, THEY MADE THE MISTAKE BY NOT UPDATE THEIR SYSTEM. I am waiting for the phone to be return to them, have my money back and I will be cancelling my account with TMOBILE, VERY DISAPPOINTED WITH THE LACK OF SERVICE, THE LACK OF CUSTOMER SERVICE, THE LACK OF UNDERSTANDING, THE LACK OF GETTING MY SITUATION RESOLVE.

I became a New T-Mobile customer in December of 2023. I got reeled into getting the 5G Home Cell internet service on a trial basis. I got COVID and was unable to bring the unite back in until after the trial period ended, on January 23,2024. I brought it back because it sucked worse than my DSL. I live in a rural area. T-Mobile did not give a crap & said I would be charged a prorate for the time I had it. Fine, I just didn't want the service and so I asked the T-Mobile rep to cancel it. I also called T-Mobile right after, to let them know to cancel it. T-Mobile's website was problematic. Many times, I was kicked off the website or the website was non-responsive and I was unable to see my account online and so I gave up. I trusted that T-Mobile would charge me for just the cell phone service I signed up for. BIG MISTAKE! I was able to get online without a problem 2 days ago and noticed that T-Mobile is still charging me for equipment I don't have and service I cancelled, that I cannot even utilize without the equipment I turned into T-Mobile back on January 23,2024. I immediately called T-Mobile and their customer service rep said that they have record of me returning the equipment on January 23,2024 but they don't have any record of the separate call to them I made, cancelling the 5 G internet service that I cannot even use without the equipment I turned into them. T-Mobile is refusing to refund the $540.00+ of false charges over the past 12 months. The T-Mobile rep blamed me for the charges for the service, I was not receiving, because I did not monitor my account & that I did not call T-Mobile to let them know I was being charged for a service I cancelled on January 23,2024. I am on auto-payment and paperless billing that the T-Mobile's customer service representative sold me on and gave me discounts for agreeing to use, when I signed up. I feel that T-Mobile intentionally promotes auto pay & paperless billing, so that you don't catch T-Mobile right away, in their theft. These charges are fraudulent and T-Mobile knowingly stole my money for equipment and service T-Mobile knows I didn't have and am not even able to use without their equipment. I have filed a complaint with the FCC & the FTC. I will look online to see what other agencies I can file a complaint with, to get my stolen money back.

I have called customer service more than 20 times since June 26,2024. It is now 2 months later and my simple problem isn't fixed. Your Christopher Newport University location is beyond horrible. The male with dreadlocks and tattoos is unprofessional, curses around customers and minors, wears his pants below his waist, doesn't listen to people and only focused on sales. When I initially walked into the store. It reminded me of an illegal transaction from a movie. I saw the pregnant lady I spoke with on the phone. A few seconds later, the guy with dreadlocks walks from a back room. Stating the following, " I heard you don't have plan with us." If he would have listened to me as both a new customer and person. I wouldn't have a complaint. I said I only wanted internet for 10-15 minutes. He couldn't match my current plan. I was satisfied with only internet. No adult with common sense, is going to accept $20 off internet (original price $65). When they purchase a phone plan, when their plan is only $26 a month. My employment involves construction and I barely use my phone. I am also a student. My employer has a well known work perks program with TMOBILE, that matched my plan with a competitor. Your employee was too worried about a sale and a hustle, a phone charger wasn't offered. This was the start of the 20+ calls to customer service. The next call was because my phone plan was never explained. I asked prior to leaving my total bill because no one decided to explain plans. I was informed $125 at the lowest and $145 at the highest with taxes. Per customer, the bill was $205 a month. Because of this experience, I spent my Saturday August 24,2024 from 3am-5am and again 11am-8pm between customer service and another location. To avoid more of an argument, this associate decided to refer to me as a liar. Also stated, "I am an adult. I could've just said no." I did for 10-15 minutes. He could've been a man and accepted the no as a response and moved on. This location has a bad reputation prior to my experience. Also, customer service was horrible as well with the many calls. On July 17th, I finally had the issues resolved by Vince so we thought. It wasn't until Saturday, when we noticed the employee put the account under sole proprietary instead of personal. This answered the questions of why I couldn't get the work perks that were put into your system. As of today, my bill is still incorrect. If it isn't fixed as I've been telling customer service since June. The devices will be returned and I am done with broken promises, being hung up on, lied to etc.

T-mobile

My issue started when I was going to apply to T-Mobile's in-home 5g internet service. They sent me out the box and I received it. I plugged it in and tried the service for 20 minutes. And then I realized that it did not have sufficient bandwidth for me and my family.

I contacted T-Mobile to figure out what the process is for getting it returned. While I was on the phone with that representative. I called her ma'am and she asked me if I was prior military. I told her I was. With my prompt yes, she made me aware that T-Mobile does give military personnel a 45% discount. That was pretty convincing.

I told her I was with AT&T and I had several lines of service and agreed to do a price comparison. Upon doing the comparison. I told her I would like to proceed. We were transferring 3 lines of service.

She would be sending me out SIM cards and 2 iPhone 15 promaxes. The agreement was that I would be returning my current equipment. Which is 2 iPhone 15 promaxes from AT&T.

As she was getting me set up, she debited my credit card 4 different times for 4 different amounts.

As she was processing them, I was getting emails with my service agreement for each line.

Afterward, another lady came on the phone and we all agreed that they would be sending me the iPhones and return labels for the equipment and I would be sending them the ones from AT&T that I have. As we were finishing up, I realized we never got a straight answer with the box I wanted to return. I called back and spoke to someone else and they got me a return label so that I could send in the equipment.

Yesterday in the mail, I received 4 SIM cards. I saw that it was shipped 2-day priority mail. How could the SIM cards arrive but with no equipment? So I called T-Mobile to ask. I was told that the representative failed to process the order to get them sent out. I asked the new representative if he would be assisting me in getting the phones sent out? He told me that I would have to pay $800 for them to send out the equipment. He then said he would send out the phones and that he had to send me a pin number. I told him to send it to the white box. He did. I asked him if he was then sending me the phones. He then told me that I had to now send $600+ dollars

I then told him to please read the notes on the account. Everything that I told him, he read to me. I explained to him that I was charged but did not receive the equipment as promised. I asked him politely to explain to me what the purpose was for sending me SIM cards? I advised him I could not get my head around why these were sent to me if I was not being sent or provided equipment? I am assuming my question he was incapable of answering? The only reason I can logically come up with why I was hung up on.

I called back today and the and agent said she could not do anything about it. She could not supersede the amount.

I advised her that I understand & would like speak to someone from that is responsible for ethics?

They have not followed through on the commitment. There is no reason why they should send an irate customer to the store. They do not even have the correct equipment in the store. Sending an irate customer to the store is pointless due to the customer not being able to leave the store with the appropriate equipment.

I just want what is promised to me

The order numbers and amounts for the transactions:
1- ************** $5.34
2- ************** $5.34
3- ************** $30.34
4- ************** $50

The emails were sent to me on March 18th, 2024 at 9:08 p.m.

I was told that after I received the phones, I would need to go to the website and process code ******* and it would qualify for me a $600 per line credit. Also, my watches would get a rebate. $200 per line ******* is the code I would use for that. www.promotions.t.mobile.com.

Received a voicemail from T-Mobile Adrienne Derrick ~ Sr. Specialist Team CEO~March 22nd, 2024 at time 1350. Requesting I call her.

Received an e-mail from T-Mobile Adrienne Derrick ~ Sr. Specialist Team CEO~March 22nd, 2024 at time 1356. Her e-mail included an apology & a request to call her.

I returned the request to call Adrienne Derrick on March 24th, 2024 at time 1547. I left her a message with my full name, my phone number and a request to return my call.

(NO RESPONSE)

I returned the request to call Adrienne Derrick on March 25h, 2024 at time 1232. I left her a second voice message with my full name, my phone number and a request to return my call.

(NO RESPONSE)

I responded (Second Response) to the e-mail from Adrienne Derrick on March 25th, 2024 at time 1550. I responded I got her e-mail & call. I included my attempts to reach her via phone & email. I also included provided my full name & phone number. Requested a return phone call.

(NO RESPONSE)

I returned the request to call Adrienne Derrick on March 25h, 2024 at time 1232. I left her a second voice message with my full name, my phone number and a request to return my call.

(NO RESPONSE)

I returned the request to call Adrienne Derrick on March 25h, 2024 at time 1445. I left her a third voice message with my full name, my phone number and a request to return my call.

(NO RESPONSE)

I returned the request to call Adrienne Derrick on March 26th, 2024 at time 1030. I left her a fourth voice message with my full name, my phone number and a request to return my call.

(NO RESPONSE)

I responded (Third Response) to the e-mail from Adrienne Derrick on March 26th, 2024 at time 1047. I responded I got her e-mail & call. I several attempts to reach her. I also included provided my full name & phone number. Again requested a return phone call.

(NO RESPONSE)

I received a return phone call from Adrienne Derrick on March 27th, 2024 at time 0929.

I provided her of my interaction with the previous service rep. I sent her the multiple e-mails I received for the lines of service my wife & I agreed to establish with T-Mobile. I explained to Adrienne the reason contacting for customer service. The call was to be provided the return process for equipment for a home internet trial we tried. The agent asked if perhaps I was prior military after exchanging dialogue. She said she could tell by the choice of verbiage I had utilized. She informed me that T-Mobile extends a 40% discount to Veterans! So we agreed to perform a price comparison with my current provider AT&T. We broke down both plan costs including taxes, insurance, equipment charges, etc. My wife & I having the call via speaker phone. The choice was made to transfer. She asked my wife & I what we were currently utilizing for equipment iPhone 15 Pro Max 512mb. She informed us that she could provide the same equipment at no charge with our current trade ins. She advised us that along with the new equipment being sent return labels would be provided to return ours. She added that we would need to promptly return are current equipment so insure we are not billed. She mentioned of I owed money on equipment I would need to clear that up with current provider. Was advised to call AT&T once new we got new equipment & request a port code & to get account number pay my final bill. That are account was set up with temporary numbers assigned & the equipment was on its way. She mentioned directions are on SIM card for e-sims. Two days after our call I received a package from T-mobile. The contents were multiple SIM Cards. I proceeded to look on the web sight for tracking information for the other equipment? However no information could be located. This prompted me to call back to request tracking information? This is when I was advised the agent failed to process equipment! So in turn the equipment was not shipped. I asked if he will you be assisting me on correcting this? Was advised yes however I would need to provide payment for the equipment. I informed the agent that per my previous conversation I was advised equipment charges were zero dollar's with the exchanging of my current equipment. I was told return labels would be provided to send ours in. I was made to feel as if I was lying. So I politely asked the agent if they typically send out SIM cards for equipment that's not been ordered or sent? Was agreed that does not make sense and is not typical. I said the reason they were sent was they required to be used with the equipment that was not shipped. Was offered no refund or ramification for the lack of follow thru by the organization. Spoke with a manager who provided only that I must have been miss informed. No apology and was told to visit a store location. I checked while on the phone with the agent if the equipment was available at any stores near me & it was not. No stores in Minnesota had the equipment in a 512mb. I was hung up on and zero attempt was made to call me back.

My conversation with Adrienne she informed me that she was extremely sorry for my experience. However she advised me that she could send me equipment just as the other agent told me it would require well over a thousand dollars on top of trading in my same equipment. I asked her logically why would a customer agree to transfer services give them the same equipment I currently have and out of pocket over a thousand dollars? She apologized & said she agreed. I asked her why were SIM cards sent to me if no there was zero intentions of shipping equipment? She agreed that a definite error had been made. She at zero time offered to provide me anything other than she would help me with my payment. I was totally & completely flabbergasted. What reason would you call me/e-mail me. Take 5 days to call me back after numerous calls & e-mails to not offer any solution at all in any capacity. I appreciate the apology & admitting of wrong doing. However she could not provide me an answer to then why was I being held financially responsible for her organizations error & miss information. You take my money make a commitment to a new customer & I get SIM cards. She did not provide me with any answer. I asked her to e-mail me the brake down of her offer. I have not received this correspondence. No refunds have been made to my card. This is absolutely the utmost worst attempt at customer service I have ever been provided. This process has been filled with nothing but mistruths, theft, untimeliness, miss information & a total lack of compassion & competence

I talked to a person about upgrading mine and my wife's phone and looked into iPhone and was told would have to pay 0 for 2 new iPhones and then i asked about doing one android and was told would have to pay 170.00 something for taxes on a new android phone so hung up and talked to my wife about the increase to the bill for 50.00 for iPhone 14s and 60.00 for iPhone 15s and wife said let's go with the 2 newest iPhones. So called back about 10min later and wanted to get the 2 new iPhone 15's and was told i would have to pay 230.00 something for the taxes i told that person hell no i want what i was told on the previous call and she messaged the first girl i talked to to call me back and she said that the 2nd person was right that i had to pay the taxes but i told her she told me for the iPhones would pay 0 and only would pay if i decided to get android and argued with her that she told me i would pay 0 and she needed to honor what she told me and she said that the system must of messed up and she couldn't honor what she said earlier so i asked for her manager and as soon as he got on the phone he was rude and i argued with him some too and told him i know you recorded all your calls so listen to the call and he said no that no matter what that uncle sam wants his money and that was that. He said he could give me the president of T-Mobiles info and take it up with him but it won't change anything I would still have to pay. I then told him ok fine he's going to lose a customer that's been with them for over 12 years and I'm going to get the rest of my family and friends that have T-Mobile to leave as well and i all ready just in one day got 32 family and friends leaving T-Mobile and going to Verizon with me for lying to me and not giving me what i was told i was going to get. All this will also be posted all over social media and all platforms to the way you all are at T-Mobile telling people one thing one moment and the turn around 10min later telling them something totally different and not wanting to honor what was said the first time. Hope you enjoy losing a-lot of customers for the stupid things you do to your customers and they just take it and not fight back but I'm done taking your bs anymore and this wasn't the first time this has happened to me in the time i was with T-Mobile that was told one thing and then something totally different later and don't want to rectify the issues and just have us all eat it and take it. No more will i take it. I hope a-lot more people see this and step up and fight back as well.
Good day a long lived client for 12 years is now gone.

Just got off line with T-Mobile's top of the line customer service did nothing but consistently badger me for information to verify my account once account was verified after they sent me two false websites to go to to do so they persisted in being at least consistent in their inappropriate and unprofessional behavior either ignoring my messages or constantly trying to distract from what my concerns were and trying to discount that customer service is part of the service I pay for not to mention lying about handling my concerns I thought at first that this was only in their offshore representation centers but I've come to find out from this recent one the problem goes much deeper it's even here in the US.
I feel it's only noteworthy to mention that I have been with T-Mobile for almost 20 years and out of those 20 years 19 of them were good this last year has been an unholy nightmare starting back in the late summer of last year and escalated up to a real egregious offense on the 26th of December when some person and T-Mobile's customer care decided to personally attack me by putting in a false report that my phone was lost or stolen without my knowledge or consent subsequently days later T-Mobile system took it into its infinite wisdom to remotely access my phone to gain the pin number in it and lock it out of the system I was without service for 4 hours at least and spent the majority of that time in a very uncomfortable social situation for a person such as myself considering that I have Asperger's autism with post-traumatic stress disorder imagine being in a crowded Mall during one of the busiest times of the year having to wait 3 hours and go through numerous issues to get this problem resolved the only thing I can say is that the manager of that store was a professional unlike most people in T-Mobile I've dealt with here late and even he said that this seemed awful suspicious that this happened after the issues I've been having with their online chat customer service who continually insulted me attack my character and accuse me of all kinds of things that never happened including using inappropriate language so therefore entering false information on to my account record since then T-Mobile has not seen fit to honor any deal that they have made with me to resolve this matter as a matter of fact they shortchanged me on part of the deal and try to steal back the miniscule compensation not to mention the fact that again without my consent or knowledge my phone line was canceled fortunately that got reinstated without a whole lot of problems but the assistant manager as they repeatedly if I had canceled my line which I of course said no to him because I never did such a thing again after all unprofessional interactions with their customers service on their chat line so that tells me worlds of information about T-Mobile's security of the customers information and their account I think it's time to T-Mobile goes through another security breach lawsuit but this time it'll be against employees of T-Mobile imagine that one and I don't care who gets offended by this because I am only speaking the truth the main problem seem to have been in the Philippines which surprised me since I worked with a very pleasant very respectful man from the Philippines for years I would never have expected this kind of discrimination and abusive treatment from a person of his culture.
I will say this in closing I have an actively looking to go to another cell phone provider but I have my doubts about any of them except for one because all of them use offshore customer service centers which to the best of my knowledge they're not paid to help the people they're paid to make it seem like they help the people.

I went into a T-Mobile store today to buy a new phone because my speaker got wet and is barely working.
The Assistant Manager asked me what I was looking for. I said my speaker is not working.
So she asked Jason if they could replace my speaker. He said not at that store. I said I was not looking to replace my speaker. But than I asked how much they would charge at the store. He said about $100 and they may have to ship it out.
I said no I did not come in for a new speaker. Not sure how that conversation started
Than the lady asked what phone I had. I said not sure it has an otter box on it
So the Jason goes I cannot help you if I do not know what phone you have.
I said I just walked in the store and I need to find out.
I was looking at my Apps. The lady said go to your settings. I started getting frustrated so I handed her my phone.
She said to him what it is. Why I do not know.
I said do you have anything like what I have.
She showed me a phone which was the next model up from what I have.
I was going to get it when I seen other phones around the same price. And a little higher priced.
I asked her if she knew what the difference was. She said no I do not know anything about these phones.
I looked and there was no information in front of the phones.
I said there is no information on any of these phones. Just prices and brands.
She points at the more expensive phones and says these phones have information. The $600 phones?
I said how come you know nothing about these phones. She says I was only trained on the Samsung phones and I phones. We never sell these phones. I said these phones are half of what you have in the store?
She said the prices are higher because of the quality of the cameras.
So I walk over to the Samsung phones. They had a phone for around the same price as the phone she showed me.
I said what is the difference. She says again I do not know.!
So I ask a guy behind the counter if he knows anything about phones. He says only I phones.
So Jason speaks up and says you can Google the phone's information. I said there is about 7 phones I am looking at. I do not want to Google them all. Is it not your job to know about the phones.
He said no. Our job is to sell you $#*!? I said is that the way you speak to customers. He says yes we are sales only.
I said still looking at him you are not supposed to know anything about phones?
He says I do not think you want a phone. We showed you the phones and how to Google them it is not that hard.
I said it is not that hard for you guys to put information in front of the phones. And for you to know about phones. It is your job.
He goes can you leave. I said no I am here to buy a phone. He starts laughing. I say what are you laughing at.
He goes I deal with people like you everyday. I said people like me? He goes yes.
Than I say can I speak to a Manager. He goes good luck the Manager is never in.
The lady than goes I am the Assistant Manager. I go yes and you know nothing about your job.
They said they no longer want me in the store. I said I am not leaving. All of this is on your cameras. You are kicking me out of the store because you have no knowledge of the phones you sell.
So Jason says he will call the Police. The Assistant Manager says she will and walks quickly to the back room.
I stayed in the store until the Police arrived. Once I saw an Officer pull up I walked outside.
I told the Officer that I was kicked out for trying to get information on what phone I wanted to buy. And that there are cameras in the store for the full conversation.
Another Officer showed up and went into the store. When this Officer came out. I was told that I am no longer allowed in the store because I argued with the employees? He then said I cannot record in their store. I said I never recorded anything. ( I took pictures of the employees at the counter)
The Officer asked for my ID so I handed it to him. I told the Officers I stayed in the store until you arrived to see what the employees were going to do. Maybe they would come to their senses and apologize for their behavior.
But in the end they all collaborated to say I was the disruptive one?
So after the Police left I called 611 and called the T-Mobile help line.
I reported that the employees told me their job was to just sell me $#*!. And to Google the phone's myself. The Police were called. And that they should check the Cameras. And that good luck getting ahold of a Manager.
T-Mobile told me to drive to another store and buy a phone. I said what are you going to do for me your employees called the Police on me?
T-Mobile took down the address of the store. Called the store. I gave them the Police Officers information. And they are going to get the servailance cameras and contact the Manager and do an investigation.
I did not go to another store and buy a phone because I am a long time customer and I want T-Mobile to make it right first.
So hopefully this will get resolved and this weekend T-Mobile will give me a free phone or a discount. Or free service.
Unbelievable these kids these days feel they do not have to learn anything anymore. How do you become an Assistant Manager and know nothing about cell phones?

Signed up t mobile 3/23 at Costco. Was to get a customer card for new services $600 was what I was told. Transferred two phones added 2 phones and internet, two watches. Was told we would get employee discount 20 percent on entire monthly bill. Also qualified for other discounts. We were there over 4 hours and then was sent to nob hill Yakima wa office. There another 5 hours trying to get everything signed up done. Felt with 3 different reps. It was painful. Not one person knew what they were doing. Could not access our account was told just wait till first bill cycle. So had to return in person to give my husband access to the account as he pays the bill. They messed it up we could neither get in. Asked about customer Costco cards $600 and the reimbursement for our $1500 pay off of the 2 phones we transferred. Said it could be up to 90
Days. So no bill access for weeks to our bill and no pay back for incentives we were promised. Waited the time called told us we had to come in. Went in and found no one had applied for either of the big money pay backs. So now the manager would have to apply and request the rebate and $600 and the $1500. So we were to wait another 6-8 weeks. Addressed the bill issue and access. So instead of being able to get into our bill on line we could just each get into our own bill not all services. Spent a few more hours that day. 4 different reps. Again no one really knew what to day. The manager Brandon never even talked to us, we felt with Noah who was a really nice guy and some assistant manager that was a know it all and in his two's and rude as you could be. No results 8 weeks later called manager not in. Called costumer care as that's what the reps did when we went in. On the phone for two hours getting transferred everywhere. Told they were going to personally make sure the issues were taken care of. Come to find out the Costco cards had to be applied for by 90 days not wait 90 days. Now it was over time and we had to have an exception applied for. Promised it would be cleared up in 7 days. Faxed copy of one month bill was to get all emailed to us but that did not happen in 24 hours as we were told. 7 days we heard nothing waited for two weeks no response so now it's sept of 2023. I emailed costumer service again on the chat for over an hour then told they could not get into our account and we would have to call in. So I called in and was on the phone for two hours. They couldn't find the Costco deal so now we could only get $375for costco card applied to our bill. Had to fill out rebate request on line now told everything was different. Did talk to costumer service got access to our account in 5 minutes Bellview office wa. Transferred to rebate office sorry we don't see the costumer card offer can only use the one that gave us $375 credit on our account. We had to fill in a bunch of info and get a copy of our old bill to AT and T again to get our repay for our transfer. We put that on our credit car so now we paid months and still no payback. The rebate person was rude and said basically f you on what we were told and the money we were told. I was told to wait on him to call me back because any other rep might give us wrong information. What kind of service is that? They could not access any of the past info or documentations. He did call back in two days did the pay back then from our records from AT and T. Given on line card then had to transfer it to our account to get money 3 days still
Waiting. No credit for the Costco payment yet to our account yet either. We were with our other carrier for 20 years and never got this $#*!ty service. I was told by T mobile costumer care the people in the stores are only sales people but they sucked as they didn't even know how to access the incentives they were pushing. Had very little knowledge at all from the manager down. Couldn't even get into
Our account. Worst costumer service ever. Suppose to be unlimited and no
Throttle down. That was BS also. We wasted over 16 hours of our time dealing with idiots for the most part. We also were not given the 20 percent discount on top of the other discounts or incentives it is only on our monthly service. Then when we got access to our bills our monthly charge was all
Over - $239, $224, $189. What the F was that? They don't know!

Long story but sharing my whole experience. I switched from Verizon to t mobile due to wanting to cut cost. Stopped at t mobile in auburn ny and got a 3 line plan with Hotspot and a smart watch that they had a 50 dollar promo for when you sign up. Also note, all 3 phones i had purchased outright from amazon. The only equipment i was making monthly payments on was the hotspot. According to the salesman, I had great coverage in my area where I lived. I paid the down payment and was excited that I got a cheaper cell phone plan. So my wife and I got home and we noticed right away that we had no service at all. We waited a couple days figuring that the number switch had something to do with it because we wanted to keep our same numbers but nothing improved after a couple days. The hotspot worked fine. As soon as we would drive towards town our phones would start going off with messages and missed calls. So I decided to call customer service and they ran several tests and nothing worked. They then told me that the tower was down and was getting maintenance done. My wife and I decided to just wait it out and we used the Hotspot for service for our phones. Problem with that though is that it was using up all of our hotspot data within 2-3 weeks. We then called again 2 weeks later about the service and we were told that the tower was still down for maintenance and that would only be another week or 2 until it's up and running again. About 3 weeks later after that we called several times at different times and kept being told the same thing. We requested a partial refund due to poor service. They said they'd take 50 bucks off our bill. Payment went through a few days later and there was no deduction of 50 dollars. So we ended up calling to discuss the issue and we're told that the tower wasn't down and hasn't been down at all. At this point we were tired of being jerked around and being told one thing and another thing by different people from their customer service and decided to drop our service with them and go back with Verizon. We didnt want to keep paying for a service we werent getting. We were told that we had to return the hotspot to a T-mobile store if we did not want to get charged for the device and that we would get billed for part of the month we had service. It was only a week into our billing period but I was just ready to to get it payed and done with. The next day my wife drove to Auburn which is 45 minutes away from our house to return it, and was told that they couldn't take it and that we would need to call customer service for a shipping label and ship it. Again this is another example of being told one thing and we go to do it and it turned out to be different. So I ended up calling and I got emailed the shipping label, printed it out put the device back in the box that it came in and dropped it off to UPS which was 40 minutes away from me. I got proof that they shipped and delivered it. At this point we thought we were all squared away. We got charged for a 2 weeks of service that month and thought we were done with t mobile for good. A month and a half later we receive a bill in the mail for almost $300 dollars! The description showed that it was for the remaining cost of the watch and the hotspot device. We were told by the T-mobile salesman that the watch was a $50 1 time payment. Customer service ended up saying that the promo was only good if we kept service with them for 24 months but since we dropped the service we would have to pay for the watch in full and got no reason as to why we have to pay for the hot spot that I returned. I wouldn't have gotten the watch in the first place if I knew that. It wasn't something that we needed but since it was a $50 one time charge we said heck why not. Anyways fast forward to today (9/8/2023) I decided to drop the argument over the watch since we physically still have it (because you only have 2 weeks to return it for a refund). It was 112 to pay off the watch and the remainder of the bill is for the hotspot device I returned. The dispute is in investigation at the moment and I requested them to pull all conversations we had with them because they record them because we were told that we wouldnt be charged. They were suppose to send me an email about the investigation with a follow up date for Tuesday 9/12/2023 to call me back with an answer. I didn't receive an email over it and I'm gonna have to call again tomorrow to request it. Though I feel I already know the outcome of the situation, They will end up trying to charge me on the 23rd which was my regular billing cycle through them. Have never dealt with any company ever like this and if they do end up charging me, I will be bringing the matter to court. I just can't understand how a company who was supplying poor service can treat and take advantage of customers like this. They try to get any dollar that they can out of you.

I switched to T-Mobile three weeks ago to save a few bucks every month. Their 5G coverage map showed good service at our location. Today I switched back to Spectrum cable internet. I started having connectivity failures with T-Mobile after a few days, and I began to record times and signal strengths from speed tests since then. A pattern of zero connectivity between 7:45 am and 9:00 am emerged, negating our monitored home security system and my computer for personal online business. I assumed that the time pattern reflected a service problem with their tower, and I called customer service. I lost track of the hours I spent on the phone to T-Mobile to try to get the problem sorted out. Early on, the T-Moblie engineers checked the tower signal, and that report came back normal. Assuming that my T-Mobile modem/router must be defective got me a replacement. The replacement arrived with no SIM card installed, unlike the original, and no heads-up about that or instruction to swap the original SIM card, so that took more hours to sort out. Then the replacement modem didn't work and needed a factory reset. Then, the next morning it started dropping the internet connection at the same morning time slot as the original modem. In the past couple of weeks I performed at least three factory resets on the two modems, plus a half-dozen more reboots. I made at least six different very long phone calls for technical help in the past two weeks totaling many hours. A guy I talked to this morning admitted to me that he could see on his screen that service was congested at the local tower here, and he deduced that it must be the cause of my dropped connections rather than the two modems. I think he felt bad that T-Mobile had jacked me around for the previous three weeks. This morning I spent a couple of more hours on the phone or waiting for call-backs to terminate my 3-week old T-Mobile account, arrange to return the two modems, and get a refund for my original payment. I called my previous cable internet provider and was back up and running with them and my old modem in less than one hour. Lesson learned. Maybe T-Mobile wireless home internet is dependable somewhere in the world, but after this I would not take their word for it or believe their optimistic signal coverage map. If I could give them zero stars, I would.