T-MobileReviews 1,952

6 calls in to customer service to try to retain my old number. Each time they promise a dedicated team of experts. Each time its an hour plus wait. So you press 1 for a call back. Not once has anyone called back. At this point, I wish I just stayed with Verizon because this company is horrible!

I researched very well to purchase a new phone for one of my sons and an Apple Watch for the other one. The parents' cell phones are provided through work, so we needed to set up new accounts for this. After my extensive research on plans and pricing, T-mobile won... I thought. I ordered it all on 11/29 and was excited to see that the order would ship 12/14-28... until nothing happened. I checked the order on 12/30 only to find out that it had been cancelled with no notice whatsover. No email, no call, nothing.
I called their customer service number which made me wait for an hour for a call back and then another 31 minutes on hold to find the available customer service. Representative #1 had no clue why the order had been cancelled and after waiting for another 10 minutes on hold, she transferred me to Representative #2 who also couldn't figure it out. She asked me to hold while she transferred me to the sales division, only to wait on hold until the call was terminated by them! I wasted 2 hours of my life that day on hold to find nothing about the order but I did learn a valuable lesson: AVOID T-MOBILE! The meager savings are not worth the hassle.

T-Mobile is billing three times the service when you take the trade in value and take
The iPhone 13 Pro. Everyone at T-Mobile keeps telling me it will balance out in the next cycle or at the end of the year. It keeps happening month after month. A 65 dollar service for a 12 Pro trade in and took the 13 Pro is now costing 200 a month. T-Mobile keeps saying it's an internal system problem and the staff can't correct but the system will balance it out. Months later still no solution. ***Warning do not switch carriers. Stay with AT&T, Verizon, Mint Mobile, anyone else. The trade will cost you more in the lack of ability for T-Mobile staff to support and in the obvious lost of control over its operations T-Mobile has lost. I will be switching carriers.

I will let you know if T-Mobile was ever able to refund me my money.

We switched to T-Mobile on 10/31/21. There was a great deal to move our Sprint account over and upgrade our phone. We owed a little over $300 on our old phones which I paid in full while we were at the store in Middleburg, Florida. We received the phones quicker than expected and were very happy. BUT we never received a shipping label to return our old phones. Just after Thanksgiving I went back to the store to see if I could return our old phones because the NEW phones were now showing up on my bill. The store told me that it had been entered wrong and apologized, they stated they would call me with a resolution-- which they never did-- I waited several weeks. It is now after Christmas and I had to call customer service at T-Mobile. It sounded like they understood the issue and the supervisor promised me a call today. She called me back-- but thought she was calling because of a charge-- she had NO IDEA that we even spoke yesterday and did not remember my situation so I had to go thru this --AGAIN. Finally she said she understood and basically I have to go back to the store. That's hilarious because the store told me I have to wait until "Corporate escalates the issue". SO -- lesson learned on 10/31/21, I paid off iphone x phones that I will never use again at a cost of $300 just so they could CHARGE me for the new phones. Yes, this is bait and switch. It is disappointing when companies so not or worse can NOT fix THEIR mistake! I would think twice before going to T-Mobile. I will be going back to the store after 1/1/22 when they open to turn these phones back in to use our old phones and then we will go to a company that is not trying to scam people!

I was a Sprint customer and encouraged to migrate over to the Tmobile network. I was told and read and watched advertisements which stated I could receive a FREE iPhone 13 and FREE EarPods when I did provided I turned in my iPhone12. I did not need a new phone but was interested in the iPhone13 Pro. The Ossining store manager told me I would get the Pro for $200. I also was interested in the Pro EarPods which she told me I could get for $125 plus tax.
All seemed to be going fine until Tmobile received my iPhone12 at their warehouse. I was then advised that the only discount on my iPhone13 Pro was the $500+ I was given with the trade in. The $200 I already paid was credited and now I would be charged $11.33 for 3 years.
As for the Pro EarPods besides the $125 plus tax I paid in the store, I am now charged $10.42 each month for a year. So basically I paid full price fr both Items. My next steps will be contacting the NY Attorney General and also BBB.

We purchased a plan with T-Mobile, and a BOGO on new phones. They showed us a map of their area, which showed a large area of reception including where we live. However, we had no reception at home, and poor reception anywhere outside the city. When we went back they recommended a signal booster. We ordered that and waited. It never came. When we went back they said, it didn't get ordered, and reordered it. Again, nothing arrived. We went back to cancel they plan and return the phones. They said, we just missed the cancellation period and they refused to work with us. They refused a return on the phones and billed us the full price for both phones.
They knew we wouldn't get reception and kept stringing us along until we were past they return policy date. They are a scam!

On hold 39 min from waiting 2 hours for a call back only to be transferred twice and hung up on to start over. The people I did talk to didn't know what was going on with my account and couldn't help me.

Supervisor Jasmen in the Birmingham Alabama call center refused to refund me for this wearable device that burned me stating I was outside of the buyers remorse window despite the fact the device burned me and this wasnt me being arbitrarily annoyed with something cosmetic about the watch. She then suggested I sell these watches (note they are burning me). I told her that was negligent and When I asked to speak to her manager I was told "she is the highest manager" when I asked again who she reports to she gave me the name "tish".

Updated a phone through T-MOBILE. The upgrade included trading my iPhone 11 for an iPhone 13pro max- NO RECEIPT WAS EVER PROVIDED at store or at my T-Mobile online account. When I finally obtained a receipt through multiple attempts through phone customer service, the sales price on the new phone was a much higher price than the one offered/agreed at store. (the trade was part of a promotion). Deceptive & Misleading way of doing business.
It is unreal how large business are still allowed to do this without any penalties.
BEWARE OF T-MOBILE phone upgrades & promotional offers!

Ever since T-Mobile merged with Sprint, NOTHING works right.
- A few days ago I opened a new line to get a phone for my daughter and today they messaged me the phone number, with an area code in a DIFFERENT STATE
- When I immediately called customer service, the message said it will take "over 2 hours" for a response, so I opted for them to call me back. 4 ½ hours later, after midnight, it called back, then put me on hold with terrible, screeching "music" for another 10 minutes, then a customer service rep named "Lady" hung up on me almost immediately and didn't call back
- Now I've been on their "live chat" for an hour with no "live" response
- Everything asks for my 6-digit PIN, which I was never issued
- The app keeps changing to Spanish, even though I've only ever done business with them in English
- Even the support hotline for the managers at the physical stores takes over an hour to respond, and always with a technician who can't understand English, so the store employees have to repeat even numbers over and over again
- A few months ago they sold me a smart watch that can't do what they said it could, and they messed up how they set up the account, too. So I spent over 12 hours at the store or on the phone to finally get the watch returned & removed, and still never refunded over $80 I initially paid for the setup
- And many, many more examples

I signed up with T Mobile in September 2021 and I am still waiting on the cards to pay off my phones from another company. I have been on the phone with them for over 8 hours. There is a 2 hour wait time, which is crazy and when you finally get someone all you hear is chickens in the background. You are told the cards will be $800.00 per phone and credits because you have been on the phone for so long. Then they hang up on you. Really, this is not good customer service at all. Maybe that's the way they treat customers in Asia but not in the United States of America.
The person that hung up on me has the ID *******.
All of my paperwork was given in person so I guess this person was just trying to get his commission.
Don't trust T Mobile... it's a scam

Netflix free for a year. Ok and auto bill pay $5.00 off. Really!?!?!?!?!? My current carrier gives $20.00 off for autopay and HBOMAX free for the time you stay. Plus, $75.00 a line for just one, not including taxes and fees is ridiculous in this day and age.

I have used and loved Samsung Galaxy phones for YEARS. I prefer the Note because of its size and quality. *or, they used to be, but my last Note was the 3 or 5, can't remember
This POS the guy had me walk out with is the Samsung A11. It's the worst phone I have ever owned! It sucks so badly. None of the prompts, icons, etc. take you to the correct destination. AND, for a company that leads in technology:
How the hell can they have such an awful App, that NEVER works?
I mean, it's never fixed, never working correctly.
Ie: today they sent me a text saying I needed to pay my bill
So I followed the link, then tried the app, like a dozen times. Can't Log In to Pay My Bill.
Can't Log In at ALL. The T-Mobile app is a FAIL!
Cannot wait to get to my local store and leave this awful company in the dust. Sweet cheezits how aggravating, time wasting and unnecessary.

I'm a tmobile customer with a prepaid account that called 611 customer service with a simple question that wasn't understood by the customer service representative. I then asked for a manager at which point I was hung up on. I tried to call back several times, but the call kept being disconnected before connecting. I tried to make other calls to different numbers, but calls still would not go through. I decided to try voicemail and it did connect to my inbox, but was now in Spanish, which I do not speak. I had to do a factory reset on the phone to get it back. Once I had the phone back online it was fine, but still didn't have my simple question answered by customer care. I now understand the difference between a prepaid account, which they will not provide true customer service for, but also conduct malicious actions to the phone if they don't like or understand your simple questions. I'm seriously shocked that a customer service representative is able to disable a phone without a legitimate cause. People should beware of these things and demand better customer service from an extremely greedy company that doesn't care anything about its customers, or the service they provide. As far as they're employees, they just need a job and don't care what types of things that they help inflict on people that affect paying customers accounts. It's totally time to start moving away from these greedy, foul cell phone companies that specialize in exploitation of people. Fact! Tmobile is corrupt and unfortunately the dollar is king in this racist imperial country, so there's no remedy, no organization like the FCC that will do anything about these companies because they are all increasingly irrelevant in providing any remedy or leadership for what's actually right and proper within their businesses. When will the people of this country begin to move away from all these greedy companies that are more a part of the huge problems in this country rather than a tiny bit of solution and relief for customers that they have the ability to provide, but choose not to do as it would lessen "profit margins". Very bad and scary experience! Did not choose tmobile for cellular services!

Wife and I where with Sprint for 16+ years then had to move over to T-Mobile or another company. We looked around and T-Mobile seemed like the best. I was told by them, verbally, then in writing that my phone could not be used with the 4-5 G system. They said I could take my wife's phone and they would give her a IPhone 13 for $200 and I would get $35 for my phone but I had to mail it in via Post Office. We'll I spent the next 2 months disputing payments and didn't mall the phone in for the$35. I'm now being charged $600 ( $20) a month because I didn't mail in my old phone. If u go to T-Mobile be ready to be lied to, mislead, told different things. They will say and do whatever they have to do to make the sell. Call customer service? So may complaints they have to call you back in 1 1/2 hours. You do business with them, you have been warned. I also advise you get some KY Gel so it doesn't hurt as much when you get screwed over

WHAT A DISHONEST PHONE COMPANY! Called T-Monbile *******997) on 12/14/21 at 11:36 AM. Rico answered and gave me a quote for 3 lines (unlimited text, talk, & data) on New Senior 55+ Promotion. 3 lines for $90 per month total (including all fees and taxes) & 3 iPhone 13 phones for no charge if we turned in our IPhone Xr. There was one additional charge of $5 per line for phone protection. NO CONTRACT REQUIRED. Good Deal. Placed my order, the confirmation number was **************. When I received my contract by e-mail, the monthly charge was $284.01 PER MONTH FOR 30 MONTHS.
I called to protest the change in charges and was switched from Roman to Martin to Erica (ID#*******), to Ren (ID#*******) who each quoted a different number that they thought I might pay. After 1:34 minutes on the phone without anyone being able to send me a corrected contract, I cancelled the order. Ren advised that T-Mobile would not accept cancellation and I advised that I had cancelled the order and did not care whether they would accept it or not. My cancellation call was within 2 hours of the placement phone call. My initial call to obtain a quote was at 11:36 AM on 12/14/21. My call to cancel was at 12:22 PM on 12/14/21.
Please contact me if you have any questions or would like to have more details about T-Mobiles dishonest dealings. I would have rated the a "zero" if this site would have allowed.

T-Mobile customer service is the worst that I have ever experienced in my life and I am older. They got me to sign up for a promotion and for one year I have been fighting to get the benefit of the promotion. They always say they will call me back with an update and they never call back. It is always something with these people. Once my lease on the phone is up I will be moving away from T-Mobile and don't recommend this company to anyone.

Price is good. Service not so much. Coverage area is not great. Service inside buildings is terrible, especially outside city limits

The uncarrier who doesn't give a rats $#*! about you period. As long as you got moved over from a merger from Sprint called migration. Joke. They sold me a defective phone it was 1 day last return and they told me I have to keep a defective know. Phone a d. Go through the same crap over and over instead of offering me a different phone they rather inconvenience my business and myself. You see my business runs solely from my phone and when your phone goes ape $#*! so does your sales on your phone. The phone don't work CatS62 pro is full of glitches and functional problems over and over it doesn't matter how many phones you get replaced it's the same crash, same you open apps, you can't take pictures and you can't save crap to your phone. How inconvenient it is. I called and was muted so the customer service rep didn't have to hear me talk about my problem instead she ignored me repeatedly over. And over. She sent my phone replacement to the wrong store then they cancelled my order as per my request I never ordered a request to stop my replacement nor did I ask to return my phone. I don't get it Sprint was AAA for customer support t mobile gets zero. I want to immigrate. T mobile doesn't deserve my business. Replace my phone with what I want. Or I will sue you for replacing defective phone for another defective phone and it's affecting my business because of it. Shame.
Sprint never mistreated customers at all they were more then happy to help. Pixel 6 pro is what my business needs and I didn't get it..