Samantha W.

I don't even want to give tmobile 1 star. They have maybe a handful of good and honest workers, but the rest are rude and inconsiderate at best. My husband and I have been loyal customers to them for THREE YEARS and we were paying our bill a year in advance for all 3 of those years. I went in one day because I was constantly having problems with calls always being dropped and never having good service, I talked to someone about using the money on our account to upgrade to a new phone and they said I COULDN'T do that and that they NEVER have anyone pay their account up to a year in advance so they couldn't use the money in the account that we paid in CASH to go to a new phone. Okay that's not a big deal, right? Well it gets better. We try to get our service fixed because we're we live (in a CITY) we canNOT get service. Calls drop all the time. The customer service rep informs me that they do not have sufficient towers where we are wow, ok. So we decide to ask for a refund because we were literally standing in front of a t mobile store on the phone with a t mobile rep and could not get the call to stop dropping. We tell them we want to switch to a new phone company, everything seems fine, we get a full refund of everything we put on the account, then get told we have am outstanding bill for the last 3 months and we will be charged a late fee (because they refunded us ALL of the money?) It gets better guys. We pay off our final bill, go to drop the phones that we had with tmobile off at the store, get told we have to ship them in, call customer service and they "create us a shipping label" and tole us it would be here in "about a week." A month rolls buy, no shipping label. We get a bill in the mail for 1500! We call, someone apologizes and says they are creating us a shipping label. THEY HANG UP ON US! When we call in again, we get told that we cannot return the phones because it's been past 20 days since we got them! Even though we were told multiple times they were sending us a shipping label! The supervisor then tells us we were misinformed and that we HAVE to pay the 1500! And get this, it's not just paying it in increments, they want the entire thing by the end of this month! Never bothered to call and tell us we were misinformed or anything! You surely do not want to be with this phone company! Three years of loyalty and they treat us like trash and have crap service!