T-Mobile

When I spoke to them about switching from AT&T, I was told they would pay off my phones and I could keep them. However, that was not true. I was given directions to port our phone numbers and when I did that my phones got locked. Nobody told me that AT&T would lock the phones, she also did not tell me that we had to pay off AT&T and they would reimburse us and I was told this after our phones were locked.The day I ordered I told her I didn't have the money to pay off our phones and she said "NO PROBLEM! WE WILL PAY THEM OFF FOR YOU!" That's all she said. SO now after days and days of trying to sort out this issue with several T-Mobile employees, including a supervisor I am now stuck paying off my phones and had to buy NEW phones with T-Mobile. Soooo yeah, don't believe anything they tell you. They need to train their customer service employee's better to go into more detail on that Keep and Switch crap of a promotion they have. At least so far the bill is lower than AT&T but I still had to shell out at least 75.00 during this and now I'm in debt with ATT for about 1,500 bucks that I shouldn't have to pay since T-Mobile said they would.

I don't see what my input will do. On NOVEMBER 20th, 2022, a rep from Philippines changed my plan to allow adding a line and getting the trade in promotion with a credit of $800 for my Ultra 20 Galaxy note. Apparently she did not process correctly and I am let with a nightmare. I still DO NOT have it resolved after making multiple calls, each lasting 1 - 2 hours, speaking to supervisors, promises to fix issues. Walking into corporate local offices, several times for help, saying they are having sales call listen to. To honor promotion AND now it is MARCH 22... NO I AM NOT A HAPPY CUSTOMER.
Note: I have recorded msgs from 2 reps addressing the problem, the one on Dec 12th, 2022 about the shipping label and that the rep who took the order did NOT input the promotion. The 2nd msg was from a supervisor on Jan 13 that the issue was corrected... still not. Then they were trying to give me the buy one get $800 credit… but I only received 1 one phone and they took my paid off Galaxy Ultra 20 Note… It has been 4 MONTHS & NOT resolved, as of yet.
* I have filed a complaint with the Better Business Bureau and filing another. I am going to do a review on yelp and Google, reach out to TV media to report, hopefully they will consider and make a difference. I know I am not the only one out here with your dragged out broken promise.
No one should have to go through this. I know I am not the only one in this scenario.

I just purchased the SyncUP Drive device for my car. Since I am a computer technician, I use mobile hot spot often. I was reading up on this device, and I thought this would be a perfect fit for my job. I have unlimited hot spot on my phone, so I can tether this with the device so I don't have to open my phone everytime I need to get on Wifi. I bought the device, and after about an hour of trying to get the device to recognize in the app, it finally started working.
Here is where it gets interesting: I asked the representative that I was talking to if this was data limited or did it tether to my account. She told me that I had 2GB of hot spot. I was shocked! I said, are you serious? How come the plan details was not explained to me when I bought the device? Had I known that this "hot spot" is limited to 2GB, I would have walked out of the store. And of course, guess who cannot return this new unnecessary device, because the rep told me to just use my phone as the hot spot? Without paying a $50 restocking fee, you are stuck with this device. This is not to say that the device is not handy for keeping an eye on your vehicle, but my main purpose was for the mobile wifi capabilities. The representative told me that I should have relayed this to the person who sold me the device. I explained that, no, your site should explain these plans so the person who is deciding whether or not they want to make this investment, has all the information they need.
Anyway, I used to be a loyal T-Mobile customer. This has changed my opinion as it seems deceitful and dishonest, especially since I just bought it and they want to charge me half the price it costs to restock it back to the store.
If you are looking to purchase this device, please, don't forget to ASK the sales rep about the plans that come with the device because apparently, that is not something they should do, unless you are buying a phone, then they have to ask you what plan you want because, oh, that happens to be an integral part of your mobile device.
**This device was bought at the 400 Veterans Blvd. Store**

I absolutely hate them! The service sucks when I have all bars along with 5G IT STILL DOESNT WORK. I could be stranded about to die and when I need it the most no service in the middle of the city!

Defective phone. Replacement wouldn't even work. Won't let me send the phone back. Still have to pay for phone.

I paid 427 dollars for a iPhone 14 pro max on Dec 31 *******! The UPs driver got to my house and said the package was "missing", but yet he NEVER marked as that right away. I called T-Mobile and they KEPT saying no it says it's on the way you have to wait patiently smh I kept explaining to them that the man did come and said my package was NOT THERE! I called the ups store manager and she said she has my box but NO phone was inside of it! I even put her on a 3 way call with T-Mobile to explain to them I DO NOT HAVE AN ORDER! The manager finally put it in the computer package missing/damaged and here it is Janurary 18th that T-Mobile IS STILL REFUSING TO PAY ME BACK! First they said they had to launch an investigation. Now they're saying they are waiting for the phone to arrive to a facility bc no one was there to get the phone & sign for it when it arrived as if they don't see where UPS finally marked it as missing/damaged! At the end of the day I have a lawyer and I am taking T-Mobile to court! I am suing for pain and suffering also considering this was a Christmas gift to my daughter and now we are in the middle of the month & they still WONT PAY ME BACK!

Last week my phone malfunctioned again. This was my insurance covered replacement phone. I am a nurse practitioner and having a working phone is mandatory for me. So, I went back to T mobile in Sicklerville and regretfully was assisted by a representative by the name of Tina. She never smiled from hello. She took my phone ( which was functional although not properly) and attempted to reset it, etc. Long story short by the time she was done with my phone I had a black screen and she told me the following: let the battery die and then try to turn it back on ( had nearly 70% charge which would take days to die...oh and my 3rd replacement phone was on a 5-7 day back order) or take it to Best Buy to see if they could get it turned back on to retrieve all of my information. Meanwhile, other staff members were just laughing and playing with the radio instead of attempting to assist. Tina never made eye contact with me. She had her sweater zipped all the way up and kept her lower face in her sweater. It was apparent that she could care less about my phone issue and never took accountability that she totally broke my phone. As I grabbed my phone off the counter I even told her and the 3 other staff members that I've never interacted with "professionals" that lacked so much compassion! Horrible, aggravating experience!

After leaving the Sicklerville store I went to the Clementine T mobile where I met an amazing store rep by the name of Alex. He was immediately sympathetic to my issue and apologized for the lack of professionalism I endured at the other store. After some tricks of the trade and additional assist of colleague, Becca, Alex was able to retrieve all information from my phone. Consequently, I purchased another phone but walked out of that store with a 100% functional phone with ALL of my information. Alex should be commended for being what a true professional is and T mobile should be proud to have him working for them.
Save your time and aggravation...stay away from the Sicklerville store where children work and go straight to the Clementine store!

Trash just trash that is all. Overall trash from price to coverage to customer service. Like yall thought this was okay? Tf? Trash bro

Over charged me Dec 15 charged me 190 then 15 days later charged me 236 don't know one deal with T-Mobile been a sprint Custmor for over 15 years with no issues now it's T-Mobile and the issues start

I returned a phone under warranty for replacement in March 2023 which was received but the good ends there.T mobile proceeded to take $478 from the account that I use for autopay for my service saying that they couldn't confirm receipt of the phone on their end. They did this with out notification causing 4 other transactions with other bill pay to overdraw resulting in nsf charges of $80 to my bank. After several calls I got customer service to admit that they actually did have the phone and I wanted the money they stole from me back in refund to the same account. I was lied to repeatedly and promised that the issue was being resolved and not to worry. 3 weeks later still no refund.so I called again and was again lied to repeatedly now I was informed that the claim was never initiated but they would fix that issue and resubmit and to wait 7-10 more days...still no refund. I call again now skipping over support directly to supervisor Jei ( real name.who knows) and issued an interaction number promised that she would handle the problem and get refund processed.even promised to call and follow up. Never heard from anyone and no refund. So I called again with all the same repeated lies and promises and apologies to no avail and this supervisor Marvin guaranteed results and follow up it's been 2 weeks and still no refund or follow up...outright thievery and liars abound in support in this company not to mention the accents of the support team make understanding their english was hell and had to continually ask them to speak slower and repeat that please. In a nut shell they suck and don't give a damn. Run from this company as this can't be sustainable as a business. My next call is to NC Attorney General and then to chanel 5 trouble shooter.

I've always avoided T-Mobile because they were rumored to have horrible service and now I got to find out for myself. Now that I owe on two phones and I have their Wi-Fi I get to find out that in fact they do have absolutely terrible service. Not just terrible customer service, though that is also true, but terrible cell service. My phone has not worked right since the day I started dealing with these people and all theTech Support calls in all the world will never get my problems resolved. It is clearly their problem but they are determined to blame it on my brand new Apple iPhone 14 which makes Apple laugh very hard because it's obvious that T-Mobile is the cause of all of this. Constant dropped calls. Can't make a phone call without dialing two or three times to get a connection. Call Customer Service and wait 16 hours for them to get back to you. When you call them and they act all worried and they act like they are trying really hard to fix everything what really happens is that you get an email a week later telling you it's really all your phone's fault and there's nothing they can do for you. They are absolutely the worst cell service provider in the universe and I'm seriously considering buying out my 2 phone contracts just to get away from them. Unfortunately, because I live way out in the country, I'm still stuck with their crappy Wi-Fi -- which by the way does not work with any Microsoft products at all. This is because it is actually just a 5G hotspot, not real Wi-Fi, which means that it is constantly changing IP addresses. Not just when you connect or disconnect but every few minutes. Which Microsoft cannot handle at all. I consider that to be Microsoft's problem, because as far as I can tell they are the only providers of such services who can't handle it, but be warned because if you own a Microsoft video game system or your employer is using Microsoft Teams, you're screwed.

I ported 3 numbers over to add to my existing Tmoblie account from Verizon to save money and take advantage of a promotion they offered to receive a Samsung Galaxy S7 free when you trade in a device and come from another network. I traded in 2 New Motorola G4 pluses and got my Samsungs. On the next bill they charged me for the phones. I called to fix the error and was told that my trade-ins didn't qualify for the promotion. Even though the store took the phones. I was never given a credit of any kind for the trade-ins. I have been trying to resolve the issue with their Loyalty department for the last 2 frustrating months. I was told I would get a call back at the end of April with a resolution. No call. 2 weeks later and I'm calling then back. Every time I call its the same thing, I talk to a customer service rep who asks me to tell the story all over again (even though they supposedly take notes on the account) then they transfer me to a Loyalty specialist who asks me to go over the story again. This morning I've been on the phone with them for over 2 hours. I've been disconnected twice and received no call back (even though they ask for a call back number in case you get disconnected), had to call them and yes go over the story all over again. I still have no resolution. They said they will not give me credit of any kind. T Mobile stole my Motorolas and conned me into buying 2 Samsungs that retail for over $1100. How is it possible to be this incredibly inept? I used to think Comcast had the worst customer service. I was wrong. I'm using my tax return to pay off the Samsungs and porting back to Verizon and I will never, ever use Tmobile again.

I had a super bad expirience cancel and transfer a line an s equipment, i had been custumer for more than 6 year with my company.

Internet is horrible btw actually atrocious just straight up bad. I would rather kick myself in the nads repeatedly than ever deal with it.

Camera quit working, it was a software issue after talking to Samsung tech. How is this my problem? I don't make or install the software, my phone (Galaxy S20 Ultra) was barely 2yrs old. T-Mobile tech couldn't trouble shoot even resetting the phone. I was sent to a warranty store by T-Mobile that doesn't even work with T-Mobile and had to contact customer service again. Customer service then put me on the phone with Samsung tech who operated my phone from wherever he was. Still couldn't get camera to operate and said "it's a Software problem and contact T-mobile". I contacted T-Mobile again on a Thursday, lady said they'll get me a new phone and she'll check in with me on Sunday because unfortunately she'll be off till then. The reason the rep was checking in with me was simply to know if the phone was being shipped to me or to the close store. When the rep (jody from Bellingham)called, all she did was put me on with another tech who wanted to do all the things I've already done with their tech and one who has more capabilities than they have, ridiculous!. After a 3hr phone call today I was told I'll get a call back, this was the manager who said this mind you. Never happened. I received a text message saying I don't have insurance on my phone and needed to upgrade, the text didn't even contain a person's name. I always carry insurance. These phones are expensive for what they are, let alone I work construction and used to go through phones like horse to grain. However, what I didn't know is that since my phone was paid off I then lost my insurance that nobody ever mentioned. That's BS to remove without explanation. Again, I didn't make or install the software, why is this my problem that I need to pay another $1,200 for a new phone that is still up to date. Two of the three hrs on the phone was waiting for a manager to assist with the call. Definitely not how I would treat a customer of 20+yrs, most time was with sprint since Buyout. TWO THUMBS DOWN!