T-MobileReviews 1,952

Cecy Ramirez was more than willing to give me her name. Proud of crappy customer service she gives. We went in 10 till 8 so she didn't want to stay over her time to go home. So pretty much she said no to ensuring we asked help with. Plus she let me knew that the stores at the mall aren't corporate ones so they don't function the same. As I'm supposed to care! Which she said I should. As a company if you are putting your name on it you should care on the training you give. Plus corporate store was no help either so I don't know the difference. I was originally a sprint customer. How I miss sprint. T mobiles customer service is bad.

Just started with T-Mobile earlier this week after leaving Verizon. It took more than 5 hours to purchase a plan for two phones. The price changed at least 6 times before we made the final purchase. It has not been a week and we received our first bill and its already $30 more than discussed. We also purchased two kids watches for our sons. I've been on with customer service for more than an hour and I'm still not sure she understands my problem. I'm worried that I will have to return to the store and spend another 4 hours to set up the watches.

I've had a horrible experience with T-Mobile I'm fixing bill errors every month, resolution time takes up to hours (on the phone) they claim to have the issue fixed yet I'm calling every month. And going inside a local store is always a nightmare because really they can only assist in taking your money. I brought a phone as it was buy one get one free now I'm being told it's buy one get one leased! Who in there right mind would lease a phone for the exact amount you can just pay it off for I hate that I ever started my contract and would advice everyone to look elsewhere p. A make sure after each transaction you're receiving a receipt multiple times I have went into a local store for help to discover months down the line I had things added to my account that I've never even physically owned they do these things for rewards And it's flat out wrong you can't even assist me with the mistakes the company is making what makes you think I will add more things to a bill that has yet to be resolved

Just know it was the fifth call I made to them and no luck, every time they say I will take care of it, but nobody cares at all. We been told if you transfer from sprint to t mobile before the year end every phone will be free except one that you get $10 charge, and your bill should be $140 first month was like that, but from next month start charging $95 more per month. I wish I never trusted them. Really a crooked business.

I closed my pay as you go account at March 31th and ask refund my money. The service person promised me and gave me confirm code, but I don't get the money. I called again and again (4/18,4/22,5/2,5/10), the service people always check my account and promise me will send me money back. Until today, after 40 days, I have not get my money. This is no good.

Was hung up on BY A SUPERVISOR after expressing my extreme frustration with billing issues. Was told 1st month will be billed on June 26th then suddenly i checked it and i was billed for May 26th. 2 seperate customer service reps told me the bill would be due on the 26th of june and this "supervisor" went on to say that no matter what my bill is due on the 26th of May and i could pay it or not but that is the date even after i told her to refer back to my phone call where i was told by 2 reps that my fiest bill would be the 26th of JUNE at which point she hung up on me. Definitely not sticking with Tmobile post pay. No issues whatsoever with prepay. Post pay aims to rob its customers then hang up on them when they tey to address the situation. Don't bother with tmobile post pay unless you like being disrespected

T mobile will try to make you pay for a bill and never had service in your area and don't take the phones back the next day will charge you restocking fee not to mention cant get a supervisor on the phone after about 15 calls and about 6hrs with customer service warning stay away

I was a loyal customer for 15 years and lost my source of income they suspended my phone on numerous occasions I do realize this is a business however could have been treated better than I was treated won't recommend them to family r friends ever

When we went in the store we switched from Sprint to T-Mobile as there are part of the same company we qualified for phone upgrades one of the phones came with a watch after we signed the contract and paid cash for accessories we get our first bill and it was fine our second Bill comes out and now we're being charged for a second phone and the watch that was free and the accessories we paid for. So our bill went up $40 from the initial quote that we were given we went into the store to have them pull up the contract that was signed because it's all online now and they refused to provide it to us they said it's not our problem this is what we have this is what we're going with so now we're in a contract paying for devices we already paid for paying for accessories we already paid for and the company's not doing anything to assist us. And now my phone bill goes up another $10 and the website can't tell me what it's for just that my price was raised I'm done with T-Mobile I'm done with Sprint because I still get emails from Sprint stating here's my current bill when I no longer have a plan with them I will not go to Sprint or T-Mobile ever again be very careful and have them print everything for you and take it with you because they will lie and charge you for things you already paid for thanks for nothing

Tried getting a mobile plan with T-Mobile. Started an account online but went to a physical store for further assistance. The sales associate informed us that we couldn't trade in our phones because AT&T had them locked. Called Customer Care and was informed that our account would be closed and to keep the SIM cards. All this happened in March; however, two months later and T-Mobile continues to send us a bill for services we've never used nor have. Called Customer Care more than 3 times. We keep getting the same response, "The account is closed and we won't be charged," however, we still keep getting a bill. The most recent is a bill stating, "the account is closed but payment is due immediately". At this point, we don't know what to do.

I've called T-Mobile for the last 2 days they think I'm stupid I ordered phones Which you're on backward they never told me they won't backwater I had to receive an email that told me to walk back water when I called the talk to him about it they will offer me a 128 gig phone instead of the 512 gig phone I want it trying to tell me it was compatible it's the same phone and phone I told the guy how stupid do you think I am but apparently they think you're stupid and dumb because they kept offering it to me I would not recommend them to anybody I will tell you to run for the hills before you do business with these idiots

I have been a client for over 10 years, not because they are great but I am a person who does now switch companies over night. My mom lost her phone so I called the insurance for a replacement when I got the news: " your are not covered "… the reason why: " at the time of the previous upgrade to her cell the store rep canceled the previous insurance and did not activate properly the new one". My mistake was trusting too much. As I said, after many years and many Devices all covered, I did not question anything when he said at the store: " all set " … I Called back the telephone company for requesting some kind of arrangement since the phone my mom lost was not yet paid in full and they denied to support me, they stood strong claiming the $400 i own on that devise prior to giving me the chance to offer another upgrade so I could get a new phone to my mother… my advise … don't trust them and better yet, don't sign a contract with these people. They are not good enough.

We had 4 lines with TMobile. Service was garbage in our area so we switched to Verizon. I paid my final bill and was sent 4 letters (1 per phone) explaining I'd be responsible for the purchase price if I don't return them. I wanted to keep the phones so I was fine with that, especially since it was only $125. Now I'm sitting with a bill for $410 in front of me while I'm sitting on hold waiting on a supervisor. This hold is AFTER spending 40+ minutes talking to a rep that kept putting me on hold to speak with the supervisor that's supposedly too busy to take a call now. As you can see per my screen shot I am now past the hour mark. Apparently nobody wants to address why my $125 purchase agreement for the equipment turned into a $372 equipment payment

I have been with T mobile for 17 years I never had a problem, obviously that's why I been with them so long. All the Tmobile experts are very professional and very polite But today on 4/29/22 around 9:30 am I received a Text message my bank account will be charge for $ 322.93 by Tmobile. I was shocked with unusual fee and called Tmobile and requested manager to my surprise the manager name Cadice was extremely Rude and seems like she is having horrible day. She was very aggressive and yelling at me to the point I couldn't believe my ears. She told me I don't really have option but to deal with my problem and hang up the phone on me! I sat in my office frozen in disbelieve. I called back again minutes later requested manager to explain the misunderstanding but I came across with the manager name judy and expert name jc. There were Amazing. They figured it was technically issue and were able to refund my money. They were polite and professional. I really think Tmobile should train customer service and how to keep your personal issues at home and be professional at all times to the manager Candice prior to giving her position as a manager! Lessons really needed!

T-Mobile service is really poor now. I recently lost my spouse, I went to a T-Mobile store and explained I wanted to cancel (first thing I said) one of the Drive Sync devices and secondly then add cell service to my Apple watch so I could receive call as some of my friends do.
They added the watch service, charged me $30.00 and THEN told me I needed to call customer service to eliminate the Drive Sync device. Not happy about the $30.00 and having to make the call, but... and when I called, I was told I could have added the watch with them WITHOUT the $30.00 charge.
I went home and called T-Mobile to eliminate one of our Drive Sync devices. I was TOLD the account needed to be cancelled and a new account would be created and it would be MIRRORING my old account. NOT TRUE. They created a new account, I wanted to keep everything but one drive Sync.
Instead, I ended up paying more for service, and the base price went up $10.00 and One Plus was dropped off my plan, and the Apple Watch has not been able to receive calls even though I was assured it would. Last call they said give it 3 - 4 hours.
I called again and said I wanted to drop the remaining Drive Sync and Watch service (it never worked). So, I am now being charged more and the less service. I could have easily said I was my spouse but I wanted to be honest. I want to keep the line for other practical reasons.
My experiences with T-Mobile have been ridiculous! Many on-line that start with "We will help you and correct the problem." Not done.
Among the people I have dealt with are Emma Farvior, Joslyn, Daniela, Jersay, Mirriam and Anna. These are just the people whose names I noted, there were others.
You would have thought on one of the 4 recent calls that they would have sensed my displeasure and escalated the call to their supervisor!

I had a T-Mobile phone rep promise a $700 credit on IPhone13 to add a line plus $15 additional line charge for service. Told her about my experience when I migrated from Sprint, with a Rep in the Mt Kisco NY store. He Lied to me about the trade in value for my sprint phone. The phone Rep was like "well that's not going to happen when you call into over the phone sales, we are on a "recorded line". Turns out……All lies, no discounts applied, I financed the 2nd phone in full. There were no monthly credits on the bill to reduce the cost of the new phone. BTW $70/mo. For service on 2nd line not $15, Rep assuring me we were on a recorded line disarmed me. When I got a look at my bill no discounts! I Called 4/15 to find out the Best part! T-Mobile doesn't have access to the recordings! They promised me a call today 4/18 which they did. The rep said they can't do anything about it, then I asked transferred to his supervisor Abner (Employee ID: *******506) I am waiting for a call from Abner's manager as of 1:30pm.
I was promised a call back within 2 hours. No call yet. I guess the store employees know they can say what they want, the phone reps can say what they want on recorded lines knowing full well the recordings are saved on 8-track tape and stored in the Ark of the *******@mike. Sievert

I've been having the same problem with T-Mobile for a little over 1 year now. I can rarely send a picture via text, many times no text at all, can't make phone calls, people that call me it just goes to voicemail, my network completely drops, but if I turn it off 5G and turn it down to 2G and 3G I can sometimes send pictures and regular texts. 5G is not something that T-Mobile offers, that's an outright lie. If you put it on LTE 5G you will get no service, 5G does not work, so you don't have to be a genius to figure out that there's no 5G Network. T-Mobile has compensated me many months, but it doesn't matter if I get a free month with a network that does not work. If I can't make phone calls or send texts, it doesn't do any good whether or not I pay for it, so I'm having to switch providers now. Like I say, I've been dealing with this a little bit over a year now. My advice to you is to stay as far away from T-Mobile as you can, they're out right liars. There's much better service providers.

In December, I purchased a Pixel Pro 6 with T-Mobile on a contract for 24 months by paying $150 down payment and $12.75/month for next 24 months. Sounded like a great deal so I asked them all relevant questions like what is needed from my end.
- They confirmed that there's nothing needed from my end except the payment.
- No new line required to add
- No phone trade in

But when I received my bill, they charged me $31.25. I contacted them and they confirmed the offer and said it will be applied in next billing cycle as it takes at least one billing cycle to reflect the changes.

I went ahead with it and got the phone. But what I received was a faulty phone.
- It drops the network to zero in different areas of my house.
- My call gets disconnected during conversations.
- Sometime text messages does not get through, unable to send and gives 111 error.
- Phone calls are getting VMs sometimes does not even show a call received log due to network drop.
- Once I received 10 text messages after 3 days at once which were pending on 3 days prior to receipt.

When I called regarding this, they said they're doing repairs on towers and should be okay in next 24 hours. This reason was given to me on 3 different occasions. Clearly indicating that there was no repair going on and it was just an excuse to make me hang up the phone.

They did offer to send me a replacement phone which is refurbished and I am still facing the same issue. I tried Signal with old phone and its working fine without any issues.

Since December, I have made numerous calls about these issues sometimes almost spending more than 3 hours. And every time I called I was given different answers. For the first 2 months January and February, they confirmed the offer and accepted they will add in changes in coming billing cycle. But March they completely started to refuse the offers and started saying that the offer was only applicable to Business Account with a new line additions.

I have a family plan and not a business plan. I was not informed of any of these details. So clearly T-Mobile representative made a mistake and made me buy the device under false information.

At one point, executive literally said the executive did not want to help me. One said they will apply the promotion and will reflect it bill. One said their superiors can add the override, But all of these were excuses.

Now I am stuck with a faulty refurbished phone with faulty service and I am asked to pay the full price. I have been a customer with T-mobile for 7 years now and this is how I am getting treated. Also on my many occasions, I was asked to change my plan to Magenta plan so I pay more money to them.

T-Mobile has set a great example of how Corporates do not care about loyal customers instead make them buy and be stuck with them for years to come.

Definitely not happy with T-Mobile customer services and Will NEVER RECOMMEND T-Mobile Anymore.

Originally I left T-mobile to go over to Sprint because of all the excessive hidden charges and terrible service! Now with the merger we had no choice but to go back with T-mobile because our phones were not working properly with our old Sprint sims. Seems like nothing has changed, its actually gotten worse. I have alot more black out spots now than I did before, I will be looking at different services ones our last phone is paid off!