T-Mobile

T-​mobile is nothing but scam artists, lying their way into your bank account. They lure you in with the promise of no contracts, and then flat out lie to get you to sign up. I signed up in March of 2014. What I was told was that I was not going to be bound by a contract, and that I would make monthly payments on my phones. They said at any point if I wanted to cancel my service I could, and then send the phones back in to them with no penalty. This sounded perfect because I was in a wierd living situation, didn’t have much money and wanted to make sure I could get out of it if my financial or living situation changed. I ended up keeping tmobile until this past week when they decided I couldn’t upgrade one of my phones, just because I canceled service on one line, and then reactivated the same phone with a different phone number a couple months later. I had been making the payments on the phone the whole time, and was told doing an upgrade using the «jump program» would still be an option. Well, apparently this wasn’t the case because they refused to let me upgrade. Their excuse was that the upgrade was only possible with the old phone number, not the new one. Even though it was the same phone, that I was still making payments on. Besides the fact that they had already lied to me once, the service itself is terrible. Most of my time with tmobile I have only been able to make calls using my wifi. I decided it was time to switch and get away from this awful company. I signed up for verizon, phones are in the mail. I called tmobile to cancel and guess what. they won’t let me send my phones back in and claim that they never said they would take the phones back if I decided to cancel service. I know they did. It was literally the only reason I signed up. They even explained it to me by saying that it’s like renting a phone, that you can either upgrade half way through your payments, pay it off and keep the phone, or send it back at anytime if you decide to cancel service. I argued with customer service for a while and got nowhere. They insist that if I cancel I will have to pay off the phones that I don’t even want to the tune of $ 675.00. Then if that wasn’t rude enough, while I checked for information on my phone that the customer service rep requested, she started singing the jepordy song… like I was taking to long. So basically now I’m stuck with these awful money sucking leeches until I can pay off these phones. I will have to hope Verizon let’s me cancel my order otherwise I will be paying two cell phone companies. Completely outrageous. DO NOT GET SUCKED IN BY THESE LYING THEIVES.

I’ve been with t mobile since 2004 and have recommended them up until about the last couple of years. I stay with their lackluster service for now simply because it’s too expensive to switch and highly inconvenient. Most of their customer care professionals are anything but what their job title suggests. I get transferred a minimum of two times each time I call. Without wasting too much time on a rant the gist of the story it’s that I bought a phone in their store… It was expensive… It never worked right… Every time I call I am given a different reason why the phone or service is insufficient. The towers in my area are weak, my house is located in the cell phone Bermuda triangle… no service and dropped calls even when I travel? Explain that… It’s a problem with my SIM card, the case, reset the network… la dee dah dee dah. 3 replacement devices later and still same problems. I suggest my concerns and possible need to switch to another company and instead of taking care of a so called «valued customer» I get transferred to their disconnection department after being told I was being transferred to customer loyalty. The reality is that t-​mobile is a corporation they will get their money because they are affordable and there is no need to truly satisfy the customer. Most people know how call centers work… They are usually staffed by temp agencies and the people who work there have no real ambition to help you since you will never meet them face to face anyways. I only intend on staying with this company for a short time while I seek a better option.
FYI: I have 5 phone lines with T mobile and my bill runs $ 200/​month… Do not get the insurance (Jump) for your devices either. They present it in a way that makes it seem like a great deal for getting a new phone later on down the line. For $ 10 a month after 6 months they «give» or «upgrade» you to a new device… Supposing you don’t want one, do you think they refund all that money you paid? And it’s not really insurance either because the deductible to replace a phone starts at $ 150.
So much for not ranting… And I could go on.

I recently switched from AT&T to T-​mobile, and what a moronic decision… the stupidest ever.
Their service is very spotty and inconsistent, but what is worse, is their customer service, or lack thereof. I had several mistaken charges on my account, and was unable to resolve. I called, I chatted, even escalated to supervisors, but to no avail.
They don’t get that the customer comes first and that is why their customer base keeps erroding.
I will be switching back to AT&T and not coming back or recommending.
Beware

Untruthful advertising
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I’ve been with T-​Mobile for 12 years. When I received a T-​Mobile postcard stating «Now we want to upgrade your plan … Unlimited talk, text, and 4G LTE data», I expect that to be honored.
Instead, a customer rep told me I’m only getting 1GB of 4G LTE!
Worse yet, I received a letter from T-​Mobile stating I’m actually only getting 30MB of 4G LTE.
So what is it? Unlimited, 1GB, or 30MB?!
It’s terrible that I’m not getting my original offer of unlimited 4G LTE as clearly stated in writing! It’s even worse that I have to get three different responses! This is deceitful, confusing, and a great way to lose a 12-​year customer.
What do you say T-​Mobile? Can you hear me now?

6÷15÷15− Well, they finally got their act together and took care of me the proper way you should take care of a customer. You have earned my respect back. Now don’t screw it up!!!
HAVE THEY DONE THIS TO YOU?
YES, ON FENCE AS OF RIGHT NOW!!! You see I have been a T-​Mobile Customer since before they were T-​Mobile. That would be over twenty (20) years. Yes, you read that correctly. I have had great success with them until this year. I have 4 phone lines and 2 devices on our account. I lost my job so my Dad took over my account. When we did this instead of just changing the name they gave him a whole new account number. OK, I can see why they would do this, BUT THAT’S WHEN HELL STARTED!!! They were asked to transfer the ENTIRE account into my dads name. Now I don’t know about you but for me and everyone I know the word entire means all inclusive everything. Well T Mobile did not transfer everything they only transfer the phone line leaving the two devices on the old account. Therefore it was making a bill on the old account. For the following month we get to bills a new account old account. So we call in we asked them please make the changes necessary to make it correct. Again the next month the bills come in and it’s not correct again we call when we ask again the corrections have not been made. By this time I’m getting furious along the way I’ve now lost my mother. So my father now I’m at had quadruple bypass has lost his wife of 50 years, I’ve had to deal with that very my mother and fight with T Mobile so I’ve had for 20 years. I’m about to lose my patience and go postal on somebody. I’ve had all I can take from every direction. I’ve now made for phone calls the T Mobile every time I called them they make a change to the account both of them is here but when they tell me they’re going to take it off the old account and put it on the new account they take something device for phone off the new account old account constantly its like they refuse to close the old account by continuously putting some kind of device on the old account all 5 devices on the new account I don’t know what it is they don’t get. The last time I called in the person I spoke to was very nice, I TOLD HER. PULL YOUR OWN TAPE RECORDINGS AND LISTEN TO THEM. YOU WILL SEE I’M RIGHT. By the way they want me to pay $ 1000.00 for canceling devices that were not cancelled… Remember, we just moved them. She actually sounded like she got it, stayed on the phone with me went over it said she understood actually sounded like she understood. Even said she would look over the bill when the next month rolled around to make sure everything was correct and was going to call me. Well the next month is here and guess what its not correct and I haven’t received the phone call yet. Man am I disappointed I really needed her to call me. I’m very disappointed in her I thought she was going to be the one to really get this straight. I’m really disappointed in 20 years I can’t believe I have paid them all this money only to end up with this disappointment. Now I can’t complain about service up until now I’ve had good service. If I called in for tech support I’ve had good tech support. So until now I’ve done very well. But let me tell you I wish we would have never ever change the bill into my dads name this is one thing I truly regret. Funny though when I got a divorce and my husband and I separated out our bills in the two accounts we didn’t have this problem. So I guess it’s just the luck of the draw as to what you get when you do something with them. BUT I’M TELLING YOU T-​MOBILE IF YOU WANT TO KEEP MY BUSINESS OF 5 LINES AND CHANGE MY OPINION YOU BETTER GET YOUR ACT TOGETHER AND I MEAN NOW!!! I’M FIXING TO CALL YOU FOR THE SIXTH (6) TIME AND I’M SO PISSED OFF I CAN’T SEE STRAIGHT.
IF YOU CAUSE MY DAD A HEART ATTACK YOU WILL HEAR FROM AN ATTORNEY NOT JUST TO SETTLE THIS MATTER BUT TO SUE YOU FOR DAMAGES AND ATTORNEY FEE’S.
DO I HAVE YOUR ATTENTION NOW, BECAUSE I’M VERY SERIOUS. OH, BY THE WAY AS I TOLD YOUR REPS I RECORD MY CALLS TOO, SO YOU CAN’T PULL CRAP ON ME EITHER… TWO CAN PLAY THAT GAME. BUT I DON’T CONVENIENTLY LOSE CALL NOTES OR PHONE RECORDINGS.
MAYBE THE PHONE REGULATING COMMISSION WOULD BE INTERESTED TO KNOW THAT EVERY TIME I HAVE CALLED I GET TOLD YOU DON’T HAVE NOTES ON THE PREVIOUS CALL. HUMMMMM… SOUNDS TO ME LIKE A GOOD EXCUSE TO BE ABLE TO DENY SOMETHING WITH CHARGE CUSTOMERS WHAT YOU WANT.
WONDER IF I POSTED THIS ON FACEBOOK HOW MANY OTHERS WOULD SAY THE SAMETHING HAS HAPPENED TO THEM?
GEE, THEN YOU MIGHT HAVE A CLASS ACTION SUIT AGAINST YOU. WOW, ALL BECAUSE YOU COULD NOT GET MY BILL STRAIGHT AND I GOT CURIOUS. INTERESTING!!!

Have been a TMO subscriber for many many years (10+), but probably about to walk out on them. Customer Service leaves much to be desired, and lately the actual cell service seems to blink out on me a lot.
Latest customer service issue was with my mom’s prepaid phone. She moved to an area where the maps say coverage is excellent, but usage proves otherwise. (My phone doesn’t work in those «excellent coverage» areas, either.) I had just topped off her prepaid account when we discovered the problem. I called their 611 number and explained the problem. Well, actually, I called it twice because I got dropped in the middle of the first call. Rep said «we’ll process a refund, it will take up to 3 business days to post.»
So, I looked 3 days later, and… no refund. I gave it another day, and still no refund. So I called back, using the toll-​free number. I explained the situation again, and was told I’d need to be placed on hold while he spoke with a supervisor. Eventually, the connection clicked, then I got a ring, and was connected to a rep who told me how happy she’d be to take my payment information. When I explained that I was actually looking for a CREDIT, she apologized (they all apologized… a lot) and transferred me back to… a supervisor. After giving her the same information (again…), she noted that nobody had processed a refund request. So, either they just lie about it, or they’re incompetent. I was told to look for the refund in 1 – 3 business days…
In the meantime, I’m letting you know how they treated me.

From consistently bad experiences with T-​Mobile phone customer service, I feel compelled to write a review, and a bad one at that. The customer service for T-​Mobile is dreadful. First of all, it is a bad sign that a phone company cannot configure acceptable phone lines for its own customer service. The CS phone lines are horrible, with the static and the «cutting out» when the reps speak, forcing you to ask them to repeat questions and info multiple times. The wait times are usually several minutes. I have used the «call-​back» feature and had the line hang up after receiving a call back. (Of course there was no call back on the call back.) Then you have to call back again. The frustration builds.
The CSR’s always apologize multiple times, which is obviously part of their training. When the apology is automatic, it’s obviously insincere. You find you are repeating info to them multiple times, and they are repeating it back to you, and progress (if any) is painfully slow. Reminds me of the saying: all talk, no action. When you call for technical support, you end up having long phone calls and are repeatedly having to describe the options on the screen. Many of the technical support reps seem to lack basic knowledge and are of little or no help.
I have a pre-​paid account ’cause I hate being stuck in a contract. One of my specific complaints is the automatic, system-​generated text message sent to ALL prepaid customers that the account needs to be paid or will shut off. This includes the people who have ALREADY PAID and have a text message confirmation of payment. Sometimes you get multiple messages to pay. When you call to get the auto messages discontinued, the CSR tells you to simply disregard it.
No other company in any field has ever done this to me. I’m sorry, but T-​Mobile does not have the right to treat its customers this way and intrude into peoples time by unnecessary text messages. Obviously they don’t want to spend the money and effort to configure a system that only sends payment notices to those who have not yet paid. In short, it conveys that T-​Mobile does not care about its customers.
This complaint relates to the phone customer service. The personal service I have received in T-​Mobile stores has been pretty good.
While I pity the people who work at the T-​Mobile call centers, it doesn’t take away from the fact that I am approaching DISGUST.

I love you guys so much. You bent over backwards to make me happy even when you were sure I was leaving to a competitor. You offered to cancel my early termination fee, sent technicians to inspect the local tower, called me back, and every single person I interacted with treated me with respect and friendliness, very unlike your competitor, V*******. I was so ready to switch, but I’ll stay with T-​Mobile for as long as you guys are around. Thank you so much.

0 an F for u bcuz thats what u deserve!
u know $$$$ but not customer service. highly NOT recommended. UR NEVER ANY HELP JUST TALK.

I had to cancel my mothers account but before I could do that they had to speak to her to make sure I had the authority which was fine.(she was not in the middle of a contract) I explained to the representative that she wasn’t able to think well enough to cancel on her own. You see my mother is 75 and has dementia. That all went fine but then my mother found her old cell phone and forgot it was canceled and called to find out why it didn’t work. So they reactivated her account. When I found out I told them they needed to cancel the account and back out all charges. They said I had to write a letter explaining what happened. I did but they still say she needs to pay the monthly fees and an early termination fee. I will be contacting the state attorney general to see what they can do.

I have been a customer of T Mobile for over 7 years. For the first 5 ½ I would have given 5 stars, But I know wish I could give zero. T. Mobile customer service has told me two times that the visual voicemail was removed at my request and it even states that on my account, but they were wrong, I still have visual voicemail. A few months ago I had no service for a week and every time I called they told me the problem would be fixed shortly, I have never paid my bill late and I feel as if they could care care less about me. I have a 2 year contract and will leave them as soon as it is up. Also one last rant– The last person I talked with could barly speak properly, like he was slow in the head.

we have been a t-​mobile for over ten years and over that time have been dissatisfied with coverage while traveling on the east coast. recently my son’s phone broke, we did have insurance on it, what a joke. They didn’t replace it, they wanted to give discount on another phone. I also told them my son has moved out of our home and wanted to drop his line, we were told we had to pay an early cancelation fee. I asked to speak to a manager, what a joke. DON’T USE T MOBILE, don’t walk… RUN. This is the WORST company when it comes to customer service.

DO NOT SIGN with T Mobile, they have signed my contract with an additional 2 year agreement on 3 of my 4 lines. A hotspot (lost) cant use but still have to pay for at 49.99 a month. An additional line not in use suspended still being charged 20.00 per month. Under my old contract it was only 10.00 per month.
Customer Service Reps have flat out lies regarding any way to get ahold of or write to someone about this.
Have filed with the BBB and today recieved a phone call, I was away from my phone and was left a message from Poncho in NM, spoke to fast could not write the number down to call him back. Saved the message, and guess what its not there!
Called the number it came from and it took me right back to the Customer Sercvice Reps. Today was Latrice ID number 1 212 333, she does not have access nor do any of the Customer Service Reps for the dispute center in NM? Wow, can you believe this? Its like the cell phone moffia.
So I give them a big thumbs DOWN, go any place else not worth it. If I could give them less then the 1 star I would.

I’m moving overseas and I called the customer service line to cancel my service. Was told I’d have to write a letter (as in paper and pencil) to Customer Relations proving this by sending a copy of a utility bill or ID with my new address. So much doesn’t make sense about this:
a) snail mail? Really? Is it 1992? They obviously don’t want to have a conversation with you or answer questions or move the case along in a timely fashion.
b) It’s highly unlikely I can get them the information they want. Not all countries have utility bills, or issue IDs, or if they did, would the kind people at the NM office understand what it said?
I would’ve happily returned to them once I was back in the country. Now, they’ve lost me for life.

I hate T-​Mobile. I have been with them for 10 years and they really have screwed with me. I wrote a letter to customer relations because of all the issues I had with them in the last year and they denied me a waiver of $ 50 for Early termination. This company tries to get away with everything and they cheat their customers out of money. I was paying for insurance I never request on my phone for almost 2 yrs and when I made a complaint, the supervisor cursed at me, told me I WAS A LIAR, and hung up the line. Really, so I told them to prove it with a recording of me agreeing and guess what, NOTHING. Never use T-​Mobile
FYI: I didnt even want to pick one star but had to for this review

DON’T TRUST T-​MOBILE. THEY ARE LIARS!!!
I was fairly happy with T-​Mobile up until a few months ago. It started when they began sending me 3 payment reminders every other day starting 5 days before my payment was even due via text.
Then when we bought our new Samsung S3’s, we were sold a rate plan that apparently didn’t exist. The T-​Mobile sales rep on the phone just made it up and lied. I was looking at the plans online while he was telling me about what he could do. I asked 3 times if the info he was giving was correct because I couldn’t find the plan on the site. He said he has special plans his department could give. LIE. That night I noticed that my billing would jump almost $ 60 a month. Spent about 2 hours on the phone because of it… nothing. A bunch of liars.
Filed a complaint with the FCC detailing the entire saga. Someone from T-Mobile’s corporate office called me and asked me to tell him what happened. I did, and he responded that there was nothing they could do other than release me from the contract. I asked if we still got our rebates for the phones we purchased and he said yes. Problem #1: We are not released from our obligation to T-​Mobile because we purchased our phones from an authorized T-​Mobile retailer that makes their money from keeping us on our plan for 2 years. Problem #2: We were denied our rebates. LIAR.
We filed our rebates before this call. First they were denied claiming we purchased them before the rebate period. Problem was that the date they used was before the phone was even released even though my receipt showed it 2 weeks after the date they claimed I purchased them. Obviously another LIE from T-​Mobile.
I called T-​Mobile and they reviewed it. Resubmitted and claimed I would get the rebate checks within 8 weeks. I checked the status last week and found out the rebates were denied again. I called back T-​Mobile and this time was told there was an error on their part. The woman claimed she was going to manually submit them and fast track them so we would receive the rebate within 30 days. Guess what??? LIE.
I responded back to T-​Mobile and the FCC in writing. This time pointing out the rebate lies and absurd time I have spent to get our rebates we were promised. I get a call back from some obnoxious fast talking Executive who obviously considered me a pain in their arse. He said they wouldn’t be able to give us the rebates, but would credit us $ 100 on our account. I told him he had to submit this in writing for me to review because so far T-​Mobile has lied about everything. His response, «I’m sorry you feel this way.» I replied, «no, I don’t feel this way, it is fact. Your company has consistently lied to me.» He was extremely rude and claimed I refused the $ 100 credit on our bill, which wasn’t true. I asked for it submitted in writing.
One of the worst companies on the planet when it comes to providing accurate information and quality customer service. Horrible. Worse than the slimiest car dealer salesman.

well they shut off my phone today because they did not get back to me on a disputed charge of 287.00
They shut the phone off even when the store manager i went and visited said they would get back to me prior to turning it off.
I was willing to pay all of the charges owed by me with the exception of the disputed amount and that was not good enough for this company, so they shut it off, then I had to pay a reinstatement charge of 20.00
This company is they worst I have ever dealt with, the store people are very nice, but once the corporation has their talons in you. Your stuck, they are blood suckers in every aspect you can imagine
I will do anything I can to promote negitive publicity in any way i can til this is resolved.
GOOD LUCK to the rest of you folks, your going to need it!

It was clear my Mytouch, (the one they sent me in February, after the first one died), was on it’s last leg. It completely screened crashed the other night, then had an error message, then wouldn’t reboot, then went to a weird screen with a white triangle on it.
It scared me, so I removed the battery, replaced it, and it was sluggish. The aps wouldn’t scroll, the text wouldn’t type. So, I called customer service the next day, and the lady was so rude, I can’t believe how bad it’s getting.
I said, «I know there’s something wrong with this phone.» They said there wasn’t anything wrong with this phone. I said, «I want a new phone, I’ve had nothing but trouble with this phone.» They said the phone is normal, that I’d have to remove the battery every week, and wait a few minutes, and replace it. I went ahead and ordered the phone. I use it at my job, I use Fcebook, Google + and for pictures and texting, and Unilocal.I need a reliable phone. So, I kind of let that thought go, with what customer service said, and I called back the next morning. I don’t see me dissecting a phone every week, techie I am, but that’s overkill.
I should’ve waited till February, dissecting the Mytouch every week. The next morning, I spoke with the most rude customer service person I’ve ever spoke to in my entire life. Apparently, they had charged me shipping, but the phone was on backorder. I called and wanted my shipping refunded. THAT’s when it started. She said I couldn’t do that, but it might be month before I get my new phone. I said, I can’t wait a month, and if I have to, I’m going to go to Sprint. She said, «I don’t care who you go to, you can;t have a refund for shipping.» I said, «My mytouch is broke, it’s insured, and I ordered a different phone. no one said it was on backorder, and charged me shipping.» She said there was no way I could be refunded shipping or anything else. I forgot to get her name, I was so mad.
I called back about 20 minutes later, and got a very kind person, named Dave. I explained to him what had occured, and he agreed there was something wrong with the Mytouch, and that they never should’ve been that rude to me and put me at the top of the list for the new phone He agreed that the Mytouch needed to be replaced.
I finally got the upgrade and discount that I should’ve gotten in the first place. I got my shipping refunded, and the new phone came in about 4 days. My mistake was, I stayed with Tmobile, but I can’t see me staying with them, after this contract runs out. This has been nearly ⁷¹⁄₂ years, and they treat their customers like that? I couldn’t break the contract with a snap of the fingers, but if I get treated that way again, I will.

T-​Mobile USA is the corporate operations for the U.S., and as such this is a very bad review on this company’s service for those in the United States.
anyone thinking of going with this company should think thrice. i extended my contract to get the new lg sentio phone and added mobile web service… well, the sentio has had repeated problems, and the mobile web provided has had numerous problems, the clincher is that customer service has gone from being able to reach tmobile almost anytime a year ago, to now calling them and being put on hold for 40 minutes to an hour at all times of the day or night, anytime a week, during their operative hours. i’ve been unable to talk to anyone at customer service for months because i can’t sit on the line for 40 minutes or more.
virgin has the same service i’m getting for the $ 55 a month i’m paying (1200 anytime mins/​unlimited text mobile web) for $ 40 a month. i’m stuck with no customer service/​bad phones/​bad mobile web for another 16 months… i’m screwed, but hopefully anyone reading this will not go with tmobile! this is a nightmare company with the worst consumer service (if it can be called that). their j.d. powers high rating is 1 – 2 years old and is opposite from what you’ll get if you sign up with tmobile.
i recommend you do not let my nightmare become yours. go elsewhere for cell service!

I had T-​Mobile for 4 years and was tired of dropping calls on their «3G network». I decided to cancel and switch to Sprint. When I received my final bill, I was billed for 2 months worth of service instead of one. Thinking it was a mistake, I contacted customer service. I spent over an hour on the phone waiting for the CSR to tell me why they were charging me double. He honestly couldn’t tell me without 56 minutes of research. That was beyond ridiculous. Its one thing to bill me, but quite another to not know why.
It turned out that I had gone one day into a new billing cycle before porting my phone number, and if you port a number, you pay the remainder of the billing cycle. I told the CSR that was really messed up and I didn’t want to pay that since it was only one day. He said there was nothing he could do since I was no longer a customer. What a nice thank you gift for 4 years at $ 80 bucks a month. Seriously dissatisfied with my customer service experience.
By the way, Sprint sent me a huge bill, but it was itemized, so I at least knew what I was being billed for. Much happier with Sprint’s customer service and coverage.