T-Mobile

I bought a new phone and it was unlocked, however, it was "T-Mobile unlocked." I use Verizon. (I did not know when I bought the new phone that I was unable to use it on Verizon). I read online that if you sign up for a T-Mobile account for two months, they will unlock your phone and you can then use it on Verizon. I went to a T-Mobile store and signed up for an account. They asked me for my Verizon account number and PIN. (The reason I gave them my Verizon account information was so that I could keep my Verizon phone number). The PIN number I provided did not work. But they went ahead and activated my new T-Mobile account. I assumed that my phone number did not change and they did not tell me that it was changing. As soon as I left the store, I made a phone call and the recipient asked why I was calling from a different phone number. This is how I found out that T-Mobile had changed my phone number without telling me.

I walked back into the T-Mobile store and canceled my account. I was assured that I would not be billed for the service. Two months later, I received a bill from T-Mobile for $60. I called T-Mobile customer service and told them what happened. They advised that they were canceling my account and that I had a zero balance. I asked for a confirmation number and they advised that they do not provide confirmation numbers for such purposes. A month later, I received a bill from a collection agency for $48 for the outstanding T-Mobile balance. I called the collection agency and they said I needed to contact T-Mobile. T-Mobile advised that they needed my T-Mobile PIN to access my account. I did not know my PIN because my account was active for only ten minutes. They advised that I needed to go to a T-Mobile store for help.

I have no desire to go to a T-Mobile store so I can be harassed by the employees into opening a T-Mobile account. This situation should be resolved over the phone. However, I contacted T-Mobile four times and they refused to rectify the problem.

Completely outsourced by 3rd world millionaires. Run! TMOBILE/ SPRINT is awful! You will be disappointed.

Worst mistake ever made going into a T mobile and opening account. Fortunately my husband is a lawyer and we can file suit against them. Ok opened account for one phone, promo, we returned the phone in 3 days, due to not working, and horrible customer service, hour or more wait, and then you get disconnected. Returned phone, they charged a restock fee, ok fine, refunded or activation fee, and told us it is deactivated now. CLOSED ACCOUNT. Wrong, for past 3 months they are still charging us for the phone and service. Called customer service 3 times, but because we do not have the pin number, NEVER CAN DEACTIVATE. We had T mobile for 3 days, almost 4 months ago, yet they continue to monthly charge us and refuse to deactivate. That number has not been in existence for 4 months, as new provider could not let us keep that number, because we were led to believe it had been deactivated. TOTAL NIGHTMERE. WE ARE PUITTING THIS ON ALL MEDIA AND SOCIALMEDIA AS WELL AS NEWSPAPERS. We are far from first, they have frauded and continued to.

I want to change t_mobile due to very bad customer service and their fake promises I have a physical damage on my phone assurant change it to a refurbished one after baying the deductible and the replacement one wasn't working well I called tmobile they send me another refurbished one and wasn't working right as well I called them again one of the representatives told me will send u a new device to the store I went there and it wad refurbished as well and got hot quickly and the apps glitch and frozen suddenly I called them again they told me u know what will send u a new device we will call u in 72 business hrs to take the right address this call was on February 8 2022 till yesterday I called them 5 times every representative tell different thing and they didn't solve my problem and they have an altitude the last one told me that we apologize about the misunderstanding that happens and we bunished the representative that who lies to u and we can't do anything but send u another refurbished one thats it

Once T-Moble took over Sprint we lost everything. After T-Mloble took over we lost everything we had.

I hate t-mobile if I could give a -5 star I would this is the WORST company I ever in counter they are liers and thefts! Long story short it started when I pay 64 a month. I up grade my phone, I returned the old device back in October29th, they lied said they didn't have it, so up until March 29 they billed me of 107.00 why so high?! So I told them that I want my phone one I have now to be payed off and unlocked so she did as I thought it cost me 311.00, still phone is locked I called again 2 days later they told me that I never paid and that money went to my bill that was 107 so what the F*** happen to my 200.00?! Oh they stole it so I started to scream at them for my phone that I returned that THEY SO CALLED COULDNT FINE! For my bill and them stealing my money that was supposed to go to the phone and didn't I threatened them that I will sew and take them to the higher corporation, all of a sudden magically they found the phone how convenient! Still wouldn't do anything about my bill and told me that they "couldn't pay my bill" mine tou this my nearest store is about 30 mins away as of today I dumped this pos place never again

If you are really wanting to switch and use T-Mobile good luck! I would highly recommend NEVER using the sales department over the phone. My experience is far too long to write but just know it was horrible! If I could rate them a zero I would. I have never spoke to the most incompetent people. Nut shell... told when phones came in to dial 611 to get numbers transferred, on phone for almost 2 hrs, no one spoke english, couldn't find my account that I had already opened 3 days prior, finally got the account, after almost 2 hrs she supposedly switched the phones, call dropped and ended up needing to drive to a store that evening because my old phone nor new phone would work. Found out when I went into the store that my SIMS card wouldn't work... btw... they NEVER once asked me over the phone about a SIMS card... Then I was told from the store that the phones (that were brand new when I received them that day) were supposed to come with SIMS cards. We were in the store for over an hour while they got mine and my husbands phones transferred over to the new one's and then another one connected with the new number. This whole experience has been a nightmare and to make matters worse we were told when setting up the account over the phone with sales that they had the best coverage. We have already had calls drop, calls breaking up and delayed calling when trying to dial out! Once the phones are paid we will be going back to Cricket where we had ZERO problems. We only tried T-Mobile due to the "deals" we were given. Yeah maybe the phones but as far as free Netflix for life, Apple TV for a year and 20% discount on bill for life... This choppy service isn't worth it... BEWARE and don't make the same mistake we made... And when I demanded to speak to a manager I was told there were none available and that he would call me back that day... That DID NOT happen. Also the one lady I spoke to before the phones came in couldn't tell the difference in a Zero and an O. Tried the tracking number several times until I realized... wait let me try a ZERO instead and that worked. THE WORST CUSTOMER SERVICE EVER AND HORRIBLE SERVICE!

Can't begin to express my disappointment in this company and there ability to rectify mistakes. My husband and I have been customers for multiple years. We just recently went into the store to upgrade our iPhone 7 to the iPhone 11 pro for a promotion to get $350 back for each phone. We told the manager that was helping us that we wanted the iPhone 11 pro and that we needEd them for photos and video because my husband is in the process of starting a business. The salesman (your employee, I believe even a manager) told us that it was smarter to buy just the iPhone 11 because there was no difference between the 11 and pro. You couldn't not see any difference with the naked eye and it would be stupid to waste the extra money! So of course we listen to the professional, your employee. Now we are starting to take pictures and upload videos for our company and you can clearly see a major difference between our 11 and the pro. I put my phone next to a friends who has the pro and there is a major difference. Not only that but the entire phone is upgraded with better features that would have been nice to have for our company and would have if your employee didn't down sell us. I have now contacted you guys Over the phone and was told that you could do some thing then was never gotten back to and then told that you could switch out the phone but I wouldn't get to keep my $350 discount each month for each line. I understand that is has been over the buyers remorse period but if it wasn't for your employees down selling me when I originally wanted the pro we wouldn't be in this situation. I would like to exchange our two iPhone 11 for the iPhone pro and be able to keep our current promotion. We have been loyal customers for many years and are needing to increase our coverage and lines in the near future and would hate to have to take my business elsewhere.

I have been having issues with my brand new I-Phone 13 pro. I have a signal as T-Mobile and a carrier as T-Mobile; however, I am unable to send/receive calls or text messages. I was told by T-Mobile personnel that it was an issue with Apple. So, I contacted Apple Care. I MUST ADMIT - I GIVE MORE THAN KUDOS TO APPLE. CUSTOMER SERVICE IS BEYOND PHENOMENAL and Apple personnel made a conference call trying to determine the problem. After 160 minutes being on the phone, it was determined that the problem was with T-Mobile network connection. My frustration comes - after calling technical support 11 times in 2 days, being on hold for about 15-20 minutes each time before I get someone, having to explain myself each and every time, and total talk time with the technician including me being transferred here and there during each call exceeding approximately 45 minutes or more. Well, all of these measures have failed, I ended up going to the T-Mobile store 2 days in a row. The tech told me "oh the issue is with Apple Care" though I said it's not with Apple, I contacted Apple again. I went back to the store and the personnel had to call the damn online tech support due to limited resources that are available here (in the US). Anyway, Day #3 my phone is still not working and T-Mobile cannot give me a time frame as to when this can be fixed. I have never worked with incompetent people in the past. I want to switch my services elsewhere - and they say "T-Mobile Cares and Customer Care is Great". Let me say something - T-MOBILE ABSOLUTELY SUCKS AND THEY HAVE INCOMPETENT PEOPLE AND YOU CAN'T REACH ANYONE IN THE US - THEY ARE ALL IN THE PHILIPPINES!

I will like to appreciate DANG and RUSTY for an exceptional service today. They were able to resolve all my issues and also made my day.

The worst customer experience I've ever had. I've been with them six months and I don't complain about nothing honestly I just roll with it well i've treated myself to a new phone because I have not had one in a long time i bought it from T-Mobile I came in the mail yesterday and I still don't have a working phone because it's supposed to be so easy just to transfer one phone to another because they use a ESMUnfortunately theyCould not get mine working and they disabled my other phone my old phone so I have no form of communication at allThey advised me after being on the phone with them all morning from 9:00 a.m. to lunch time but I needed to go into a storefront to fix the issue That was the only way to resolve itI go into the store front I have to be at work at 1:00 and I work from home I'm in the store front a little after 12:00And I'm still there at 1:00 when I have to clock in at work Still no phone working so I had to leave to go home and go to work I still have no phone working at all and 'm so mad that they wasted my time 4 hours on this situation today And all they can say is how sorry they are They have never offered to compensate me any type of way All they can say is I'm sorry Regardless of the fact that they transferred me to multiple different agents and I had to repeat myself every single time I want my money back from the phone I bought it and they can take it and stick it where the sun don't shine and I'm leaving them and going to a real cell phone provider

I wanted to move to Cricket. I went to sign into my account and it automatically locked me out. No change passwords, no nothing. Hours upon hours on the phone to get put on hold, transferred and dropped. Chat sessions disconnecting, not helping me. It took me a long time to finally get someone on the phone that could give me a disconnect code so I could move my service. I finally moved it. Then I started receiving emails that I was still being billed. WTF?!? I had already paid off all my devices and moved them, how was I still being billed? Hours upon hours of being on hold, transferred on hold again, and dropped, day after day after day, I finally was able to get through to find out someone had given me a line that I wasn't aware I had. That line needed to be closed out. I was still being charged a monthly service for this line I didn't know existed. No one ever told me the entire time that it existed. Then comes my final bill. Of course I was being billed this entire time I was trying to cancel. They refused to take the bill back. It went on my credit report after 30 days! No time to make any kind of arrangements or to fight the bill! And now that account is coming up deliquent and hurting me getting a loan for my roof. Meanwhile, my service didn't work in at least 75% of the areas I was in. I couldn't receive emails or texts or make/receive calls. I wasn't able to work my business because of dropped call after dropped call and the lack of actually receiving anything message wise. I DO NOT recommend TMobile. They make it impossible to move and then they charge you for it. I have actual transcripts of them refusing to help me and disconnecting.

In November, 2023, I took advantage of a T- mobile offer to add a 4th phone line and receive 3-4 free I-15 phone with trade-in. This was handled over the phone with a T-mobile customer service representative. We received 3 new I-15 phones and returned 3 trade in phones- 1 - I 12 Pro; 1- I-X; and 1- I-10. All were shipped through UPS between November 19-29 using the 3 boxes T-mobile provided. We received tracking information from UPS. When my February 2024 bill came in from T-mobile- it was $303.00 about $70.00 more than I was told it would be by the T-Mobile phone representative. After receiving my bill from T-mobile in February, I called customer service and spent a considerable amount of time on the phone with the T-mobile representative who looked through the records. She told me that apparently the problem was my trade in phone could not be located but she was able to find it and told me I would be credited for $60.00 on my next billing statement and the third trade-in phone would be credited to my account as well. When I received my March;2024 statement, my bill was even higher than the previous month to $330.00. Again, I called T-mobile customer service on 3/12/24 and spent a good amount of time with the representative who searched her system. She informed me their warehouse never received the third trade- in phone and they were unable to locate the the third phone. She informed me that she would put in a ticket for them to do a search for the phone. I explained the 3 phones were sent to T-mobile 4 months ago by UPS with tracking information. I am very concerned over this entire matter because the entire process of dealing with T-mobile customer service has been unreliable and I have received different information from each of the T-mobile customer representatives I have spoken with. It all seems very shady the way T-mobile is conducting business with their customers. To make things even more concerning about the way T-mobile does business with their customers, I found 57+ on line posts and customer complaints about T-mobile losing their trade in phone at the T-mobile warehouse. Apparently, T-mobile uses Assurant for their warehouse service. People who have been through the same thing I am going through with T-mobile say T-mobile has a scam going on. All I want is my third trade in phone to be credited and my account refunded for the last 4 months. From the very beginning things were done incorrectly with T-mobile from applying a trade in credit to the wrong phone line and the loss of a trade in phone. For anyone who wants to know more about T-mobile and their scam service going on- check out the on line posts- T-mobile lost my trade in and is not honoring trade credit!

I am absolutely appalled at how they handled customer service. We worked with an Angela I believe for about 3 hours and the 1 phone I wanted wasn't out
I am absolutely appalled at how they handled customer service. We worked with an Angela I believe for about 3 hours and the 1 phone I wanted wasn't out yet an so I was going back and forth with the 3 Samsung S22's and said to her and another worker I absolutely no way would ever take the Samsung 21 FE. I decided on the regular S22 and there were other boxes from my husband's phone and cases ect. I didn't look at my phone till after dinner and found out she gave me the phone I said I absolutely didn't want. When we went back they tell me I have to pay the restocking fee even though it's her fault plus the screen protector there is nothing they can do about it I will have to buy a new one for the new phone and no credit for the phone she screwed up on. SERIOULY? Oh but they will be able to return the case how nice of them. Thanks for the great customer service on your mistake. YOU SHOULD NOT CHARGE A RESTOCKING CHARGE AND PUT THE SCREEN PROTECTER TORWARD THE CORRECT PHONE AND SAME THING WITH THE CASE! It is the proper thing to do when your employee screws up! Wish I could give negitive 10 stars. I can not believe they are not willing to help the customer with there Era. I was back right away it's not like I came back weeks later. Very poor customer service and very bad for there business.

This is the worst phone service I've ever had. First of all, the shifty salesman told me my plan would be $10 a month lower than it is. I was told I could pay by credit card but that changed a few months after I switched plans I was notified that I'd have to hook it up to my bank account, or debit card. And worst of all, for some reason they put a lock on my sim card.

Several times I tried to switch my T-Mobile to debit for my bank account, to no avail. I finally called customer service and had them do it for me. I believe it was mid-month and the gal told me that they would take half payment for my account, and then the following month full payment.

Fast forward, to my friend who has the other line on my plan buying a new phone and needing a SIM card. After much Ado we couldn't get the SIM card working so we call T-Mobile. It was then I was told I had an outstanding balance and that a lock had been put on my SIM card to protect me. I was told that they would have to go to their back office to have this whole taken off. Hence, my friend is still without phone service almost 24 hours later. I travel a lot overseas and with the SIM card being locked I would not have been able to purchase a SIM card in another country with a which would have left me high and dry. I was also told of my outstanding balance. I told him I had a text that outlined the exact amount which was one half being taken out of my account and that I had definitely been switched over to payment being made by a debit to my bank account. Well I got some crock of bull story about what had happened on their end.

Also I would like to mention how horrible their phone service is. I switched plans hoping that through our travels and our RV I would get better phone service than consumer Cellular. I will venture to say it's probably not even as good as Consumer Cellular.

Also I forgot to mention in the beginning when I first hooked up my phone line, for some reason I was given a temporary phone number which appeared on all my friends and families caller ID so now most of them are mixed up which phone number is mine.

T-Mobile has been very brash about admitting they did anything, not to mention the great inconvenience they have caused my friend and me.

I do not recommend T-Mobile at all given the aforementioned circumstances and problems I've had with them. It will just be a matter of time before I switch to another cell service.

I got screwed up by a store manager in Maryland and it has caused me so much pain, I have been dealing with T-Mobile for almost 7 months now with no end in sight to my problems. I am writing this review with a heavy heart. T-Mobile was offering some deals on their phones and plans to attract new customers at the time so I signed up for one of the deals, unknown to me the phone was out of stock and deal period was only for one week which the store manager did not disclose to me. The store manager kept telling me to keep coming and checking and that new stock will soon arrive and this went on for 2 weeks and to get the deal he convinced me to make a down payment so I don't loose the deal which I did. Mind you the sales period was only for a week, I got the phone 2 weeks later when the deal has expired and the store manager did not disclose this to me. He also didn't put me on the plan I singed up for but on a different plan. He did this plus some shoddy deals so as to get me the deal on the phone even though the sales period was over and he had no control over that. As a result I wasn't getting my bill so I had to go to the store for my monthly payments for the first 3 months, he also asked me not to call customer service because there isn't much they could do for me when all he wanted to do was to cover his $#*!. The sad part is I get text messages at least on my phone when the bill is due and the amount fluctuates from month to month and I kept wondering what was going on but had no idea since he didn't want me to call customer service and he always tried to convince me that all was under control.
Finally I got tired and called customer service and it was then that I was beginning to unravel what had happened. I narrated all my ordeal to the rep who promised in February to elevate the issue to upper management to be resolved the following month. The next month arrived and the issue wasn't resolved because the bill was still higher than usual. I called again in March and they promised that it would be resolved, and that someone from their department will call me and guess what no one did. I had to call them again April and they promised it shall be resolved in May and that they shall follow up with a call, we are now in June and no one has returned my call neither is the issue resolved. My wife convinced me to sign up for the deal and I'm so pissed off. I regret and when this menace is over no one close to me will ever get to this company again in life time. Stay away from T-Mobile.

Ive been a customer since Voicestream. Ive never had too many issues until 5g.
I called in because my service had performance issues. I was told my s6 was too old? I was told I could trade it in, for a new Revel 5g for free. So I said ok. I got the Revel, and it was junk right out the box. I also wasnt provided any labels for returning my phone. I called and asked for labels several times. Finally I was told "just keep it" then, Revel after only 2 or 3 months just had horrible service, tmobile said they would send me a new phone free. I got A32. Awful. Poor reception, terrible wifi, poor screen response awful memory and system and disgusting amount of bloatware takes up full 1/3 of advertised memory which is bull$#*!.
So heres where it gets nasty.
Tmobile uses foreign countries for customer service. The folks have very heavy accents, dont listen to even 1 goddamned word you have to say, and are barely understandable. They also apparently will openly lie, because they are incentives to sell phones, and zero consequences for being dishonest.
Heres where Im at...
I still have my S6. They never sent return label. Now, their story has completely changed, and they claim they never have mailed labels, and I had only 20 days to return phone, so..." theres nothing they can do" I have been charged full price of Revel, remember it was supposed to be a free trade. I have also been charged for the A32 which, was supposed to be the replacement for the dead Revel. And get this... after complaining, I was told that "all they can do is accept the A32 being returned, and they wont CONTINUE CHARGING ME FOR IT, but all, Ive been charged will not be credited or refunded" which would then leave me with no phone, but a phone bill, and Ive been extorted into paying for 2 phones. So too CONTINUE SERVICE, I WOULD THEN NEED TO PURCHASE A WHOLE ANOTHER PHONE...
Oh... and the kicker of it all, turns out theres no 5g towers near me, so tmobile was full of $#*! from the get go. It was their bad service not my s6 that needed upgrading.

Don't listen to anything anyone from Tmobile tell you, even their CEO Mike Sievert scam company don't.