T-MobileReviews 1,952

T-Mobile is charging me for the phone that I returned back to them. They said they didn't receive the phone, but the phone was delivered. They claim that they open the package. It was an empty package. Now. I'm getting charged for 1,000. I call them several time to try to solve the issue and see what can we do? How to find the phone? They open the investigation. They try to convince me also to get a watch, which I already have another watch and I tried to explain to her. I don't need another watch. She's like, oh, the watch is free. You don't have to pay anything that turned out to be. Also a lie. If anyone out there trying to go to T-Mobile, please don't do it. It would be the biggest mistake that you will make. This company is a frog. I personally, I'm praying for this company to go down.

They have extremely long waits, constantly drop calls after long waits and do not call back customers, they do not make good offers to keep long-time customers, AND the 1-time of ever paying a bill late in 12 years of payments they immediately sent the bill to a collection agency at 1 month late of which I was gone for a death in my family. You cannot get helpful customer service there, the service was crap even in a major city, and when I finally had enough and tried to transfer my account to a different company - they would not correctly change my account over and I was on the phone over six entire hours! Who has this kind of time? I feel like they intentionally try to f*** over their clients so you give up and stay with that company because you can't cleanly break away! NEVER EVER EVER AGAIN WILL I USE THIS COMPANY - EVEN IF THEY WERE THE LAST PHONE PROVIDER ON THE PLANET! I'd rather be free without a phone! F*** you T-mobile!

We have had a terrible experience with T-Mobile recently. We had been with T-Mobile for 8 years and when we moved to a new city we couldn't get cellular service in our home. So, we had to switch providers. We called them to ask how much cancelling our service would cost and they quoted us $X; so we cancelled and paid that. Now 6 months later out of the blue, they are telling us that we owe an additional $169. They failed to mention this when we first called about cancelling or any of the 3 or 4 times we called them since to find out why they were still billing us for the monthly plan even after we cancelled. They have admitted that they failed to properly notify us at the beginning about the extra $169, but they won't do anything about this. We were initially misled; then later neglected and they will do nothing to make amends for their errors. We are in the middle of disputing this and they sent it to collections just days after sending us the first notice. It feels like we are being bullied by this large corporation which is hiding behind it's terrible customer service who did nothing to help us. Beware the accuracy of the information and support you will get from T-Mobile!

I was a Sprint customer, now I am with T Mobile due to the merger. First, they lied to me. I was told I had to get a new phone before the end of December or it wouldn't work. When I went into the store, I was told I had until March, but went ahead and upgraded anyways. The phone has bugs and keeps "losing" the network. My incoming text arrive a day after they are sent. This is a problem as my son checks on my welfare several times a week and it throws him into a panic. He resorts to calling neighbors to check on me. As soon as my contract is over, I am switching carriers. Also, don't go into the store for help, they are not friendly and you will be billed for it on the next month's bill.

Being a Boost customer and receive txt messages for months now to switch over to T-Mobile. Finally go in and long story short when switching a Sim card they locked the phone up up 72 hours so really had no choice but to get another phone. Spent 3 hours on one phone and tried to upcharge the service plan when I asked what was the closest they had to what I was cuttebtly paying they gave me a price that was triple the amount of what I was currently paying I had to ask 3 times to finally get the answer. This was all so unnecessary and uncalled for. When customers are not volunteering to switch companies and are getting messages constantly to go in and switch over then they get locked out of their phone and forced into buying a phone this should be illegal. I am sure we aren't the only ones they have done this way. When I specified told them we was not looking to buy new phones and everything that came with it because we just got our current phones not even a year ago and as the customer we end up getting screwed. It's not right abd customers are pretty much forced into buying a phone. Shame on you Boost. Also you need take responsibility when you mess up customers phones!

JEERS to T-Mobile and Sprint! When T-Mobile took over Sprint, they could not get my phone(NOTE 20 PLUS ULTRA) to work on their new system. So, after a month of being without a phone and not getting it resolved, I decided to go with another carrier. I sent the phone back, and my bill was paid. Now, they want to send me collections for the remaining cost of the lease on the phone that they got back. They have proof that they got the phone back. They said I was still under the lease on it even though they could not provide service to it. I've been going through this with them for a year now. I have called and been on hold numerous times for over an hour, trying to talk to a supervisor, and no one will help. I have been promised that one will call me... to no avail! This is now going to affect my credit. I had been with Sprint for over 10 years...
T-Mobile has the worst customer service and phone service, and the local stores can't help. Jeers T-Mobile!

I NEVER HAVE SERVICE AND IM NOT EVEN EXAGGERATING. I am using my man's hotspot to post this because my service never works! I have to have Wi-Fi for my brand new iPhone to work. Going back to Verizon. T-Mobile is a rip off. Idk what I'm paying, honestly.

Plain and simple they lie and if you have a problem it never gets resolved. They string you along for hours and weeks and in the end they've given you nothing but a headache.

This is the worst company I've have ever done business with as far as customer service. I have called at least 10 times in last 4mo this and every time I call they send you to foreign country with someone reading a checklist that they apparently they don't know how to help for the issue you are calling but quick to upswell while your frustrated just dumb practice! After an hour or so of no help they ship next level which is another 30 mins and you got a 50-50 chance they will actually help fix problem till you ask for supervisor then Its oh how sorry they are and maybe your issue is addressed!?!?! If I ran my small company that way I would be out of business! It's so bad I will leaving with all my company's phone services to another carrier soon! Absolutely not the best of Puget sounds local companies embarrassment!

Jeff Fieck customer for 13 years

We were going to switch from Verizon to T-mobile. On the phone while creating a new account for 3 lines, upgrading 2 of the 3 phones, the order process seemed good. After receiving our phones 6 days later, the equipment we received was NOT what we paid for. We were supposed to receive two 13s iphones, one apple watch and 3 sim cards. What we received was one 13s iPhone, one 12 iPhone, apple watch and only 2 sim cards. When I called customer service to tell them this, they wanted us to PAY for another 13s phone so they could send us the correct phone. Then we could wait 10 days for the refund of the wrong phone they sent us. I told them there was NO way we were paying twice because THEY sent us the wrong phone. We told them to cancel the account and we would return everything. We never opened any of the equipment, put it back in the box it was shipped in and went a T-mobile store and told them that they needed to get customer service on the line, cancel our account and provide us with a return UPS label to return everything. They get a F rating for their awful customer service. That was the worst experience ever! Brian and Valerie

Forces you to have autopay. After you leave they will keep charging. And the customer service has no idea how to fix it

The customer service reps most of the ones I talk to seem to have no idea what they're talking about and will waste hours of your time when you can just Google stuff for 1/10th the time. Most useless customer service reps ever.

Okay I decided to jump ship so that I would have access to a 5G network. People working in the T-Mobile store are inexperienced and non-communicating. I didn't know that you would have your credit checked as part of opening a new acct. As a senior, I was interested in the Essentials 55+ plan. I have two phones(lines) only one of which is capable of getting the 5G service. So I said I would have to have my credit unlocked. Asked who they consult for the customer credit check and was told they couldn't tell me. Had to call T-Mobile corporate service line and asked how I was supposed to unlock my credit if i didn't know which company they use. So. I went to the trouble of unlocking my credit temporarily. So the store person i dealt with gave me a date to meet me back at the store. She wasn't there of course so the person in the store looked up an order number attached to my information I had originally gave. She asked me what was my PIN number. I said I didn't have one because the account was never opened. She said I would have to have the PIN number or she couldn't finish opening the acct. She said it would have six characters or digits. I said I didn't remember being asked to create a PIN number and that with six characters I would have written it down. This went round and round and phone customer service said they would eventually call me to fix everything. No one has called me back. I'm kinda glad I didn't get cellular account with this stupid, confused cellular service company.

T-Mobile appears to give you the answers you want to hear and then not honor them. They overcharged me and promised me a refund, only to give an account credit even after being assured multiple times I was able to get it refunded (because I need that money for other bills). They never did. They can rarely send me anything in writing/text confirmation and when they have, they still haven't honored it; I'll get another text a day or so later saying it was "not approved." This is incredibly unacceptable. They're hotspot isn't strong enough to load my email, much less a streaming service and they ALWAYS blame my phone. It's never their fault. Basically, if the customer owes them anything, they take it or demand it immediately, but if they owe the customer something back, they will ONLY give an acct credit and it will take TWO WEEKS. Screw this company. I don't even get cell signal next to a tower sometimes. BS.

I was going to switch to these guys but found it impossible to communicate with most of their associates. I spent about two hours on the phone with them and didn't get anything accomplished. They don't read emails. T Moblle said they had to get permission from Consumer Cellular to have my number put in their service. I eventually went back to CC.
When I tried to cancel my service they asked me for things like a PIN which I didn't have.
Since they failed to bill me after about two weeks I just figured I would watch and make sure they didn't charge me.

We have been customers with another cellular service for nearly 20 years. There are 4 phone users in my family. We made the bold move to "bring your phone" to T-Mobile and paid off 2 of our remaining contracts and were promised we would receive up to $800 for the move to T-Mobile. Before crossing over to the new network we sent in our screenshots to T-Mobile and filled out the paperwork. We were advised we would need to wait 6-8 weeks for the credit from T-Mobile. After waiting for 3 months we called customer service and were told our paperwork was never filed and that we were past the one month deadline to re file our paperwork to receive our promotional amount. When we were transferred to the promotional dept they said the same and that customer service would "escalate" this case and contact us. No contact. We called customer service in another week or two and were now told that the 2 month deadline had elapsed 5 days before our follow up call and that nothing could be done since we missed the deadline. All this to say that we filed everything the day T-Mobile got 4 new customers to sign up with them. They did not send us any of what we were promised, denied receiving our paperwork, told us we only had one month to file the paperwork, then told us they had extended that deadline to 3 months, and then told us that we did not meet any of their deadlines even with repeated calls to their reward dept and their customer service department. I spent over a 6 hours speaking with representatives at T-Mobile feeling like I had when I was with AT&T. I had hoped we were not dealing with another corporate company who just shuffled us around, but I soon learned T-Mobile was treating us the same way: with little regard for us as long term customers paying monthly. We did nothing wrong on our end. Is this the way a phone service treats its newest LONG term customers? I will tell everyone our story when they say that T-Mobile is making promises to get new customers! This might help you consider too what phone company you would like to pay monthly for multiple years.

We have been told by 3 managers that our bill will be created by them. We now linger even have there service, we have been charged over 400 dollars for phones we don't even have and the manager notes have all disappeared. Don't deal with this company it is a scam! And terrible service after they took over sprint. We loved sprint.

Tried to order Cat S22 with prepaid service on the website, checkout didn't work.
Tried same three times several days apart, from different computers, using different browsers, checkout didn't work
Chat representative on the website helped to place the order, paid full price for the device, sim card and a monthly refill.
Confirmation email did not contain an order number nor tracking.
Phone arrived 2 days later.
Activated the phone after spending 3+ hours on the phone with customer service.
Got double charged for prepaid refill.
Phone is slow, buggy, freezes, can't dial from phonebook using hardware buttons.
Initiated return 5 days after receiving the phone.
Spent hours on the phone with customer service trying to get a return label and refund.
Customer service advised to visit a TMobile store
Spent a n hour driving and 2.5 hours a the store trying to get a label
Store rep, and customer rep on the phone assured me that the issue will be resolved within 72 hours and I would get a return label in email and call back from customer service
After waiting for 5 days, labels still failed to arrive and no callback from customer service was received.
Spent almost 2 hours on the phone with customer service and they still could not process the return and had no advice on how to resolve.
In summary I got badly cheated by T-Mobile, paid full price for phone, got double-charged, and T-Mobile would not process the return despite their admission that the phone is eligible to get returned.