T-Mobile

Got service in September, cancelled within days because it was SO bad. 3 months later and still fighting to get money back from a negative balance on our final bill. AVOID T-MOBILE LIKE THE PLAGUE!

If you live in southeast Ohio don't get T mobile. Their cell service is horrible. I am going back to Verizon

We lost our phone, Sergio assisted us in timely manner and even gave advice on how to erase data etc.

We were excited about switching to T-Mobile in April from another carrier. The ads were alluring, My online chat with a customer service agent convinced us that the Magenta connection was a perfect solution to substantially lower our cell bill and to enhance our cell services! Someone should have screamed "April Fool" loud and clear. Beside NOT porting our phone numbers which they agreed to do (thankfully the carrier we were leaving helped us out with that problem), but they charged us double -as if we were two independent customers-rather than a married couple -a second line on the same account. It took a great deal of work to get that fixed. We have never received more than 2 bars showing -generally only one. We were told that didn't matter. I cannot get decent internet service when away from home, when needing directions or suggestions for restaurants. I use cellular service when away from home-rather I leave cellular on. We never had any of these problems with former carrier-we switched with the offer of unlimited text, data and talk, and 2 iPhone 13 phones. Included in our plan was a terrific deal on another device. It turned out that we were seduced with all these fabulous bells and whistles. As I am writing this our super powerful 5-g shows two bars. I might need external oxygen to sustain me. Seriously however, we were promised extraordinary 5G -high bars and a great price. We finally got billing straightened out (took 4 months) but still waiting for refund of the double billing issue and a decent number of bars showing that we have strong connection. Our former carrier bars were generally at 4 with 5 bars frequently showing. It's a pity that T-Mobile is so disappointing. We shouldn't have been so wide-eyed and so naive when expecting a cellular nervana.

Customer Sercice refuses to provide phone number to Retention or Corporate office. BBB complaint will be submitted by customers

Upgrade to the iPhone 13 Pro ON US up to $1000 on eligible trade in.
ON US. In the United States, ON US means free. Drinks are ON US means we pay. The ad implies that current customers, such as myself, can upgrade to the iPhone 13 Pro FOR FREE, because it is on T-mobile. (FREE to me) This is deceptive, in other words, FALSE ADVERTISING. Having an iPhone 8 to trade in gets me $85 (in monthly bill credits over 30 months). That is no where near $1000 and in no way is this upgrade going to be FREE to me. I currently have 4 phones, 2 Smart watches and an iPad on the account and have been with T-mobile for many years. Imagine my disappointment.:(
Now, this evening, I see a tv ad for NEW customers, no trade-in required, simply port your number from your current carrier over to T-Mobile and get the iPhone 12 ON US. This tells me that NEW customers can get the iPhone 12 for FREE. What can I do to upgrade to the iPhone 12 as a current customer? I would have to pay for the phone. Even at half price, which the representative on the phone implied was a legit offer, this is not FREE and not fair to long-term T-Mobile customers.
I have canceled the pre-order for the iPhone 13 Pro.
I am more than dissatisfied with T-mobile. And THAT is ON THEM!

If you never have a need to ask a question or contact customer service, I'd give them a 4. But then all the carriers rate that. Plan on taking two days off from work if you need to call customer service. If you reach someone, it will be in the Philipines, in a room with dozens and dozens of other call agents, and no barriers between them. You can't hear the agent because of the deafening roar of the others. Do not believe when they promise to contact you back. Do not believe that the email address to management works. Do not believe if they say they will put you on with a supervisor.

Perhaps try the website. You will go in circles. Information on how to do something on your phone? Expect to log in at least 4 or 5 times... why? Expect to put in your phone information each time--why? And don't expect the information to be accurate.

I've had TM forward my calls to voicemail so I could not receive calls at all unless I decided to check in on my voicemail--not once, but three times. One time required me to spend a full day on the phone with them. They tried to tell me someone hacked my phone and forwarded it to an unknown number. Later I found out that unknown number was the one they use for their own voicemail.

Want a question answered? Need Help? You won't get it. I don't change because I am not certain the other companies are better, and I can be almost certain that I won't be able to get T-Mobile to stop billing me or release my line.

I have to say that T-Mobile's customer service deserves awards--one for one of the worst I have ever experienced in my life.

As for billing programs? If I buy three more phones my rates go down. It makes sense that the price per line would go down, but not the total.

And of course there are taxes. When you go to a store, do you pay extra for their Workers Comp taxes or real estate taxes? Do you get surcharged for their electricity bills or insurance policies? No... the company pays that out of their own profits. How do the cell companies get away with "passing on" their fees and taxes.

But my calls go through.

As a loyal customer of T-mobile of over 11 years I am horrified to write a bad review. Recently one of the 5 lines on our account needed a phone replacement. We replaced the device through insurance that we pay to T-mobile and we were advised to return the damaged phone. The customer service rep that issued the replacement explained that since the phone would not turn on due to the issue of it not charging at all that the "find my I phone" feature could not be disabled and she would send out the replacement. When I put the damaged phone in the box to return I noticed in bold letters on the box it says do not return the phone without disabling the "find my I phone" or we would be charged a restocking fee. I called t-mobile and discussed my concerns with a representative who advised me to contact Apple. I contacted apple and I was told that we can only do a master reset if the phone can be found on our I cloud account which it can not. The phone however is not registering with I cloud and we can not get into the phone because it will not charge. I was told that If I send in a receipt for the phone as proof of purchase apple can wipe the phone. ( also I am not comfortable with sending a phone back to a company for refurbishing that has personal info, including pictures of my kids, addresses, bank info etc.)
I then contacted t-mobile for a receipt and they told me that they can not give me a receipt because the phone was purchased in 2015.
So... Now I am told by T-mobile that because I am past the return window of 15 days that I owe them $650 for a phone that does not work because I could not send in the phone without wiping it according to their rules, they could not provide me with what I needed to do so and can't do anything to reverse the fee. Also every time I called in for help I spent 2 hours on the phone and got NO help. This is especially disgusting because I have like I said been a client for 11+ years and have 5 lines on our account! (NOT CHEAP)
** By the way the phone that I am referring to is an I phone 6S... (not valued at $650)

You Guys are a theft and have bad management costumer service working over there. I called yesterday his name was Brandon he sound black. I'm going to court for Tmobile company I know the line are recorded I had another phone that I corded as well. Cause this company lie so dammn much. Last month I purchased mobile home Wi-Fi. They told me plenty of time. My bill for September will be this amount everytime I called caused I know tmobile company is a theft I log in yesterday my bill was not what I was expected then Brandon stink breath had the audacity to tell me I can cancel if i want too. It's like they know what they did and volunteer
To cancel it. I asked for the labor and return it. Very unprofessional I have all type of prove against you guys. Big lawsuit. And 2nd I rather make another company making that much instead of Tmobile. Nobody like this company due to the theft. Everyone I know that talk about tmobile they talk baddddd which is ridiculous and the crazy thing is I've been with t mobile for 2 years now and that how I get treated. Welll no problem and the 35$ fee plus tax which is 37$ to get that Wi-Fi they did not give me my money back then Brandon telling me to pay for the September. And third he's an ********hole. It's sad and embarrassing Tmobile store does better then the costumers service people when they was sending me the Wi-Fi home internet they did not put the apt number they just send it without asking no questions the only person I will give credit to and good reviews are ups Tmobile costumer service agent they just seating at home doing nothing really. Very unprofessional I make sure I had all my prove against this company cause y'all not about to do me like you did to others. And I'm not new to T-Mobile. And most of the emails they had send I can't even see most of it. Yah im glad I had took a pic

I have had the worst experience in my life since Sprint merged with T-Mobile. They give you a package and do NOT honor it, nor do they give you any details if it included HULU, which they said it did. My old plan included HULU with ONE line for years. After a month on the new plan HULU was canceled. I call and they told me that I had to have a second line. I asked why that information was not provided by the 3 separate people I spoke with who confirmed the plan included HULU. "Sorry" was their only answer and they suggested I change to a plan that cost more to get HULU. I was not under any contract with them before I switched plans and they did this to lock me in another year.
The other issue I have had was a sales person would work out the entire new phone upgrade, price, plan and so forth and when they switch me to a sales rep to close the deal the sales rep tries to add all kinds of fees and other items and tells me the price is incorrect. This happened twice. This company sucks. I would not recommend them to anyone. They are dishonest, though they ASSURE you that what they tell you is correct, it is not. They mislead you to get you to sign up and the supervisor blames the sales person (s) for not giving you the correct information. They do nothing to fix the situation, only try to charge you more for what they told you was included. If you go with this company be sure to call back (which will take at least 3 to 4 hours of your time each call because the disconnect you when you ask for a supervisor) and check on the contract you signed up for and its terms. You will likely find it is not what you were told. If it were only one representative I could understand error, but 3 different people guaranteeing the same is not an error,

Sold me a wifi hotspot wont connect to the internet. No sim card. Stole my money lied to me. -50stars

Some of the dumbest policies ever, no pin number no access. Completely miss represented equipment, ever received a itemized bill

Car mechanic fixed my TMobile phone - something that no T-Mobile employee could do after a week of calls and visits to store.

I contacted the business to cancel my Internet service on May 4,2023. They informed me they could not do it over the phone and I needed to take my equipment into the local store and they would handle the cancellation for me. I did that the same day. I recieved a reciept for the equipment. I waited for a final bill and never recieved one. I logged into my account on June 6,2023 to learn that it had never been cancelled. I called T-mobile. They told me that the equipment had never been returned and the service had not been cancelled. They said I needed to go back to the store and find out what happened to the equipment. The store said it had been returned on May 5,2023 but they would get the tracking number and find out where it was and let me know. On June 13,2023 they finally let me know that it was in the warehouse. I called customer service back and they still said it was not returned but they did finally cancel my service but are still charging me until July 2,2023. I told the customer service representative I had not had service since May 4,2023 but the bill showed a charge in advance for May 3-June 2 so I would only owe for 2 days in May and she said they did not charge in advance and I was incorrect. When I called back the second time the man I talked to said this was true but the system had already generated the bill so there was nothing he could do. (bill attached) This is an ongoing practice for this company. They claim that I never called them to cancel my service in May and that I never turned my equipment in even to this day. They say they can see that it has not been used since May 4 but they have no way to track the equipment by the serial number or to contact the store to find out if it was turned in. I asked to speak to a supervisor but sat on hold for over an hour and one was never available. They told be they were helping other valuable customers. There have been other customers that have had the same problems with this company. Once you get their service it is almost impossible to cancel it. They will put your account on suspension indefinitely and keep adding on late fees until they turn it over to a collection agency and ruin your credit.

After being a loyal and trusted T-Mobile customer for almost 20 years, I was travelling in Europe this past summer (2022) and using the Magenta plan that I've been on for years, where international roaming is included. I ended up staying significantly longer than intended, had no idea there was a time limit to the roaming, but in early October I got sent a text that informed me if I didn't stop using the international roaming by October 27, my account would be blocked for roaming. On October 6 I called T-Mobile and changed my plan to talk and text only, no roaming, removed my sim and used a local European one instead. A day and a half before my impending return to the US, I had my Magenta plan reactivated, but discovered the roaming feature was not working. I called T-Mobile, only to be told that because I hadn't stopped roaming within the time warned, my account had been blocked from roaming FOREVER. I had three separate calls where I explained in great detail every step I had taken, including switching my plan and removing my sim card well before the warning date, but no-one would help me! They said it was an irreversible system (AI) configuration and that the system had somehow picked up my phone was pinging cell towers (not possible!) and therefore registered that I had not stopped the roaming. In summary, a loyal and trusted customer of 20 years was treated like a criminal, all because of a mistake made by T-Mobile's faulty AI system. This company has completely lost track of who they started out as, a company who used to care for their customers and treat them as humans. No longer. So I left for Mint Mobile, a smaller, much more human, and cheaper option.

Went in to look at the pricing to change from Verizon business to T-Mobile business told the business manager that I couldn't sign up that day because I needed to know if T-Mobile had service available at my second home in the mountains about 45 minutes away. She said no problem she would send me the paperwork via email and if I found it service worked I could sign for the account online. That night I spoke to neighbors at my second home and found out that T-Mobile is not available. 2 days later I received an email stating that I did not sign my paperwork within 48 hours so no account is started and no services rendered. No problem great, wrong! Approx. Two weeks later I received a bill in the mail for over $300 that had 4 business lines and a tablet line activated with fake phone numbers immediately I started calling T-Mobile just stretched into three months later being threatened with collections and couldn't get anywhere with T-Mobile supposed security department! Complete b******* spent over 40 + hours on the phone until I decided to just do a random customer service call and ended up talking to a gentleman in Texas miles away from the state of Washington who told me that the manager probably had a meeting I need you to show numbers for her store and forgot to cancel the fictitious account in my name. He stated he used to work in the stores and that there is so much pressure on the managers to get new numbers in that he sure this is what happened because he seen it done before what the f***! Instructed me to contact the police to file a police report and then 2 contact the FCC and file a lawsuit which is what I will be doing asap, be very wary of giving your social security number or any other information 2 employees of T-Mobile unless you're ready to open an account as you're standing there, super disappointed in T-Mobile for not taking better action on my matter brushing me off hopefully I'll have my day in court soon.

I have been loyal to this company for many years. I have always paid my bill on time, and I always referred friends and family to this company. Today, I have a different view:
Last month, my boyfriend and I changed our plan to the $100 for 2 line plan. You must be on an automatic payment cycle to receive this discount. Well, last week, Tmobile made an error, and deducted $173.40 TWICE! Because of this, my bank was withdrawn, and my other bills for the month were also being deducted. Chase charges $34 per withdrawn payment. I was charged $64 last week, and today, and addition charge was taken out. I was told by multiple operators that they were going to refund my account, as well as refund my over charge fees. However, they did not do that. I was specific in asking to have the money RETURNED BACK INTO MY BANK ACCOUNT! I still have bills to pay. However, only the $173.90 was returned to my bank account. The withdrawn charges were not. Tmobile applied the $64 to the next billing cycle, even after I was PROMISED it would be in my bank account.
This company, even after you are loyal to them, will not help you when they have made a mistake. I am a student, and I live my life on a strict budget. I pay my bills on time, but because of TMOBILS mistake, I am completely out of $94 in my bank account. That $94 was supposed to pay for my school loan payment and my utility bills. This company is not reliable. They are thieves. Sure, the credited my next billing cycle, but what good is that to me? I need my money back into my bank account to pay my house hold bills and school bill. Tmobile promised me the money into my bank, but today, another representative informed me that they are unable to return the money back into my bank account. They lied to me. They record their your calls, and I promise you that I was told my money was going to be credited back into my bank account, BUT THEY LIED! Worst phone company. Do not sign up with them. They will take your money.