T-Mobile

On Sep. 23rd, I went to my local T-Mobile to upgrade my phone to the Samsung Galaxy Z Fold 3.512G. This is my experience...

My local T-Mobile store had a promo to upgrade from my Note 10+ to the Z fold 3 for a $1000 trade in. GREAT DEAL! I had to pay off my Note 10+ which was $116. I also had to upgrade my line to Unlimited Plus, $10 more monthly. I also paid $30 to upgrade, and $235 for taxes on the new phone. I paid just south of $400 after all was said and done. I have a receipt that T-Mobile emailed me that proves it. I left with an installment agreement in place and a delivery date of 3-4 weeks.

It is now Nov. 8th and I do not have the phone, nor is there a delivery date anywhere in sight. This is the best information that I can get after going to the store 2 times, talking with the store 3 times, chatting with CS 2 times, and talking to CS on the phone 3 times. I have spent a total of 9+ hours trying to get information regarding ETA.

The main issue is, (BUYER BEWARE) after the purchase is made at the store, the info is sent to shipping. When the item is "picked" and it is time to ship the phone, an order number is created. When the phone is actually shipped, the customer receives an email with an order number so as to track the shipment.

Until the order is shipped, NO ORDER NUMBER EXISTS. This means, no one, and I mean NO ONE has any information regarding the order. So, now, I have been waiting since Sep 23rd and as far as T-Mobile (store, chat, and CS by phone) goes, there is LITERALLY no way to track the order. It lives in limbo. No one can help me. I have been a human ping-pong ball for the last 3 weeks, trying to figure out when or even IF I will receive the phone. CS by phone had a hard time even finding any information at all about the phone. Chat never found information. The store seemed a slightly better alternative.

Today, I decided that I am done dealing with this. I just want to get a refund and be done. No. Not happening. It is impossible to refund an order that doesn't exist. Except, it does exist since I paid money, have a store receipt, and even have an installment agreement number.

I spent 48 minutes on the line with customer service this evening, and after waiting on hold while the rep tried to figure out whether or not I had purchased a phone at all, I was hung up on. Yes. Hung up on. Maybe accidentally, most likely deliberately since we both were getting pretty frustrated. I received no call back. I called them after spending 24 minutes on the phone with my local store who pinged, or is it ponged? Me to them. After waiting 10 minutes for CS to call me back (surely we were accidentally disconnected, right?) I decided to call the store again. This resulted in a 20 minute conversation with an employee who informed me that I could not cancel until the phone ships. You know, because I do not have an order number.

This story has many, many details that I would love to share, but to avoid this becoming an ACTUAL novel, I chose to put the most relevant info in this message.

The juicy stuff, those details, make me want to throw a brick through my local store's window. But, I won't. Instead, maybe I should file for a paycheck for the many hours of being ping-ponged. And, maybe I should file an expense report for my mileage. Ha Ha. Loyalty only flows one way with this company, and I assure you, the customer is not on the receiving end.

So, here I am, writing this and basically copying and pasting it to every single review site I can find because I have no other recourse. I cannot cancel the phone that may never come. I cannot get my money back because I cannot cancel. I cannot get a different phone because I have a lease for a phone that I don't have possession of. I am literally in limbo. And, they don't care. Not even a little as has been evidenced by the many calls, chats, and in-person visits that have gotten me nowhere.

Apparently, there is a black hole that exists in their universe. Your money, your time, your inability to move forward, are all sucked in. And, T-Mobile has no idea how to find it. Literally no idea. Who knows, I may not even have a phone on order. They cannot tell me I do because there is no order number. What if I wait 3 more months and no phone comes. Will they be able to refund me then? No. I don't have an order number so you cannot cancel something in limbo apparently.

I asked how long I should have to wait. I was told however long it takes - because there is a chip shortage. Well no sh*t Sherlock. I get it. But, now that I know that, 7 weeks later, 3-4 weeks longer than I was told, I would just appreciate my money back and the phone "order" canceled. But, there is no order number. Therefore, there is no order. Therefore, I cannot get my money back. I guess I will remain in purgatory. Maybe for 2 weeks, or 2 months, or 2 years. Who knows, they sure as hell don't.

T Mobile is a rip off people. Do not go to t mobile and buy any equipment or you will regret it big time. If you do have to buy something at t Mobile be sure you do not go to a 3rd party store that says T-Mobile are T mobile. Read below what has happen to me and a lot of other customers I am sure.
I went to a 3rd party T Mobile store Christmas Eve. I went there that day and signed up for 2 phone lines and bought 2 Apple 13 pro max phones. That was the last day to get free Airpods if I signed up for new service. I placed the order for the service, the phones and I even bought a apple watch there that day. I also ordered the Airpods. The sales person that waited on me was named Ramon. The store is located at the Eastgate Dr store in Cincinnati Ohio on Eastgate drive, not the Eastage Mall store. The salesman even got the airpods out of the case and was going to let me take them at first but then he said the Airpods would be shipped with the Iphones so I said OK. I GUESS I SHOULD HAVE SAID NO AND TOOK THEM WITH ME. The Iphones came in the mail a week later but there was no Airpods. I called the salesman to ask him why I did not get the airpods. The person at that 3rd party store said my Salesman Ramon was not there that day but Airpods have been being backordered because they ran out. So I waited another week but I did not get them so I tried to call Ramon again. This time the person answering the phone said Ramon my salesman did not work there anymore. I can only assume he got fired because he does not do his job. He sure did not do his job with me. I told him what happen to me and he said I would have to talk to the store manager (Amara) but she was not there then. So I called back when she was there and she said I could come in and see what can be done. I went there and she said there is nothing she can do since Ramon my salesman did not put the Airpods on my order form with my Iphone order. Keep in mind I have never bought a service or any equipment from T Mobile before in my life. I thought I could trust what I was told by the salesman and what we said to each other. I thought Ramon placed the order with my Phones since I told him to and he told me he did. I even asked him for a paper copy of what I signed on his Ipad and he said his printer was not working but I could get a copy from my T Mobile account page. I called T Mobile main office also and they said my Salesman Ramon had never placed the order for my Airpods. Now the T Mobile 3rd party store says they cannot help me since their salesman Ramon did not put the Free Airpods on my order with the phones. I am ready to cancel my service with T Mobile and just pay the full amount of my phones off and go to another cell service company now, since I see what kind of help I get from T Mobile. I will regret and remember what they did to me each time I pay my monthly bill for the next 30 months.
WARNING: NEVER BUY ANYTHING FROM T MOBILE BUT IF YOU DO PLEASE DO NOT GO TO A 3RD PARTY T MOBILE STORE. I WILL BE WARNING EVERYONE ABOUT WHAT HAPPEN TO ME AT T MOBILE AND I WILL FOR SURE TELL EVERYONE IN THE CINCINNATI OHIO AREA TO NEVER GO TO THE T MOBILE 3RD PARTY STORE IN THE EASTGATE AREA ON EASTGATE DR. I AM GOING TO TRY MY BEST TO MAKE SURE THIS 3RD PARTY STORE LOSES A LOT MORE THAN THE COST OF THE AIRPODS THEY RIPPED ME OFF OF. MAYBE T MOBILE WILL PULL THEIR LICENSE'S WITH THEM ALSO. PLEASE EVERYONE SHARE THIS WITH EVERYONE ALL OVER THE WORLD SO OTHERS KNOW WHAT TYPE OF COMPANY T MOBILE IS. MAYBE WE CAN MAKE T MOBILE A BETTER COMPANY THAT TAKES CARE OF THEIR CUSTOMERS BETTER THAN THEY DID ME. I am retired and I am home ALL DAY so I will be on the internet most of the day spreading the word about what T Mobile and that 3rd party store did to me. Post your problems you had with T Mobile also. I told Amara I was going to tell everyone on social media I could about what happen to me and it would cost T Mobile more than what those Airpods would have cost them but Amara replied back "that is OK because I will still have my job"

My name is Ethan Brown I never write reviews but i had to. I needed a new phone so Today I bought a T-mobile phone with a case for $300 at 10am. It was ths worst decision I couldve made. Roughly 5 min after purchasing the phone from the T-mobile store I dropped the phone, from about 5 feet high after stepping off my bike, with the case on it. The phone completely exploded on impact with the ground. It caught fire melting my otterbox case and earbuds. So I immediately return to the store to show them. T-Mobile inform me that I needed to contact the T-mobile insurance on the phone in order to get a replacement phone the next day. So I did that at about 10:30am. The cut off to get the replacement phone the next day is 8pm. So I called the insurance and went through all kinds of hell. I was sent from one support staff to the other i talked to over 10 T-mobile support members. All of them saying they were going to get it done and that itll work out. I went through that circle for over 7 hours calling back and forth, getting no where having to retell the same story over and over and giving my information with every new support member. Each one of them guaranteeing that they would be the last person I would have to talk to. It took them so long that I missed the cut off time, thats 8 hours that I called before the cut off time and in those 8 hours I got absolutly no where they had no idea agat they were doing. I work for favor so I have to have a phone in order to work. I didnt get to work today because of this situation and because its Thursday today and they couldnt get it done in the cut off time i will have to wait until monday before i get my new phone that means at least 4 days with no phone for me. That means I wont get to work or make money for the next 4 days. And im 21 in austin with no family support. Im not someone in a position to miss 4 days of work. Thanks to T-mobile I will be at a new all time low with all my money that i have in the phone i jjst bought and know i cant work to make more. Thanks for reading.

Ethan Brown

I don't even want to give tmobile 1 star. T-Mobile 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!

Hello again friends and neighbors, Henry here. 28/Jan/2018 New phone and account with T-Mobile, it lasted 2 days, then I learned the "new" phone I had been sold had updates done during 2016. In other words I was sold a used piece of junk in place of a new phone. As a result T-Mobile "replaced' it with a known broken phone(turns itself off after 2 minutes, and can not be re-started unless the battery is removed), and I was told I will have to wait for a replacement, that took a week. So to recap, from the 28th of Jan to the 13th of February, no phone at all, this was replaced with yet another broken phone. The next one would not allow an incoming call(there are over 1000 complaints about the phone I have, and the inability to receive incoming calls, so this is proof of criminal intent), eventually I had spent 61 hours on the phone(in the first 38 days) with T-Mobile employees, I have each name and employee ID #. So now I have over 120 missed calls on this piece of junk and no way to get my voice mails. T-Mobile finally relented and "GAVE" me a flip phone, I sent my phone to Samsung for proof it was a used a phone at the time of sale(there was a 2016 update that caused the J3 phone to stop answering), so T-Mobile has intentionally sold me a used phone as new. This is FRAUD, and as a California consumer, I can tell you T-Mobile is about to be in serious Hot water. As the story unfolds I will update this post, also I have filed a complaint with the Federal Trade Commission, and with the Federal Communication Commission, and I will be filing a complaint with the Department of Consumer Affairs here in California. I'm no longer allowed to post on the T-Mobile FB page, or the Samsung FB page, T-Mobile get nasty when you tell the truth complete with employee names and ID #'s(with dates ×). Don't take T-Mobile lightly, they know they are breaking the law, and will do anything to stop the truth from coming out. The complaints I have filed won't see the light of day for at least another 8 months. My best advice, wait and see if T-mobile stops being criminal, in my case I have been without a functioning phone from 28/Jan/2018 to 6/Mar/2018, I now have a flip phone until Samsung is finished "restoring"(?) the 'smartphone'.
Remember, I'm a brand new customer with an 800 credit rating, and no matter what is stated I'm not allowed any customer service unless I can speak Tagalog. T-Mobile says it's random, I have placed 108 calls to T-mobile customer service, and all 108 calls went to the Philippino operators. By the way, the T-Mobile operators seem to enjoy ruining every customer service phone call, when you can't understand their gibberish, and ask for someone that speaks English, you will immediately be held hostage on hold for up to one hour, and then transferred first to the Spanish operators then to the French operators(it happened 11 times) In the end, T-Mobile is a criminal enterprise(demanding something for nothing), time will tell if the corporation intends to stay criminal, or pay off the customers they have harmed. At this time I am in a contract with T-Mobile, as time goes on I will ceaselessly post about my experiences with this corporation, and how this may effect other consumers. Avoid the criminals in the communication business, read reviews, ask questions, and be sure to ask if your "new" phone is really new. Thanking you in advance for your attention to this matter, Henry

I purchased 2 REVVL 5G phones from T-Mobile, along with the 2-line unlimited talk-text option, for $90 per month. In the 30+ days that followed, T-Mobile lied to me, stole money from me, and did not care to support me in any way:
1) - The REVVL 5G does not support Android Auto, as all Android Phones do. The REVVL 5G blue tooth crashed each time I tried to connect to Android Auto, in my 2019 Ford Escape. The store rep made several attempts to connect it to my car the next day, before giving up.
2) - After the rep gave up, he lied and told me that all sales were final, with respect to pre-paid customers. I called T-Mobile, and the 1800 rep talked to the store manager, who then offered an exchange.
3) - The exchange involved my paying an additional $135 to make an equal exchange to a Motorola One 5G Ace phone (one of only a few phones that were available in the entire store.
4) - The Motorola One 5G Ace is a pile of junk. It has a very poor signal, drops over 50% of the calls, and drops the wifi calling over 75% of the time. I had no signal at all from work.
5) - I had to take my old non-tmobile used phone (a Samsung a21), to Dollar General, buy a SIM CARD, and call Tracfone to set up service (on the Verizon Network) from work. The Verizon Samsung has 5 bars, while the T-Mobile Motorola One 5g Ace has ZERO bars.
6) - I called T-Mobile again. The tech talked me into accepting a replacement SIM CARD in the mail, as opposed to exchanging the phone. The replacement SIM CARD did nothing -- same almost useless operation, but it allowed T-Mobile to delay me for now nearly 21 days in exchanging.
7) - I called T-Mobile again to let them know that the Motorola One 5G Ace was still junk, a week after trying the new SIM card. T-Mobile told me that because more than 14 days had passed since the initial purchase, they could do nothing to help me.

In short, T-Mobile will lie, take your money, lie again, take more of your money, lie again, and then tell you that they are not interested in helping you. DO NOT MAKE THE MISTAKE OF USING T-MOBILE!

COMPLAINT RE T-MOBILE ON PISSEDCUSTOMER.COM FIRST, SENT ON 17 DEC 2021 – part in lower case BELO was added wen another site was used {customerservicescreenboard} in addition 2 hissing kitty

Same Complaint Is Also Posted On Pissedcustomer & Hissing Kitty -

Holding My Money Is A Ball & Chain So I Can't Leve The Company - It's Rape & Ransom - Wil Do Mor Until I Get Bak The Accidentally Huge Overpayment By Chek Pdq & T-Mobile Apologize - & I KEEP THE ACCOUNT - A PHONE IS A VITAL NECESSITY 4 A BLIND PRESON & T-MOBILE NEEDS 2 ACKNOWLEDGE THAT & RESPOND APPORPRIATLY

An Account Credit Of $ 1230. 00 Is Ridiculus Wen Monthly Bill Is Way Less Than $100.00 / Month - They SHOOD Repay Post Hast & I Wil Amend Report Every Ware I Put It - Until Then, They Dizzerv It All In Spades ON AS MANY SITES AS I CAN FIND & USE

This Is {WAS} In All Caps Becuz I'm Visually Challenged = Legally Blind & Yes, I'm Also Angry - Consequently Hard 2 Write This – {customerservicescreenboard.COM changed entry 2 lower cae with every word Capitqalized wich is about the stupidest thing i'v seen & grossly judjmental & harmfully predjudicial – THEY R USELESS} - U HU DO ANY OF THIS SHOOD B BLIND SO U CAN B JUJD THE SAME HARMFULLY DISCRIMINATORY & HURTFUL WAY!

ALL CAPS BECUZ I'M VISUALY CHALLENGD = LEGALLY BLIND & YES, I'M ALSO ANGRY - CONSEQUENTLY HARD 2 WRITE THIS

HAV INADVERTANTLY DUN A SERIES OF OVERPAYMENTS TO T-MOBILD (ABOUT 1230. 00 WORTH) & CAN'T GET IT BAK; THEY ONLY WANT TO GIVE 'CREDIT' - THEY COOD GIVE ALL OR PART OR HALF OR 3/4 BAK, BUT NO GO SO THEIR VALUE IS ALL SELF SERVING EGO BLO JAKOFF

I THINK THEM HOLDING THIS MUCH FOR MONTHS {MOST OF 2021} IS RIDICULUS & I COOD USE THE FUNDS FOR OTHER BILLS - MY REGULAR MONTHLY BILL IS NO WARE NEAR $100 BUKS & IT WIL TAKE WAY TOO LONG 2 DO THIS ON CREDIT

PLUS, THEIR BILLING IS VERY CONFUSING - THE 'CREDIT' LOOKS LIKE AN OWED AMT - THIS IS WAT STARTED THE WHOLE OVERPAYMENT THING - I KEPT WONDERING HOW I OWED THAT MUCH & EACH MONTH IT GOT BIGGER BUT I PAID IT, ANYWAY, WONDERING WAT WAS GOING ON - THEY NEED MOR CLEAR WAY 2 SHO IF U OWE OR NO U DON'T - THAT 'CREDIT' THING, INSTED OF PAYING BAK ABSURD HOLDINGS

I WENT 2 1 OF THEIR SITES, ALSO, & THEY CLAIM THERE IS NO WAY 2 DO A REFUND {CASH / CHEK} FOR ME - THAT'S A FLAT OUT LIE -

CORPORAT ENTITYS CAN DO ANYTHING THEY WANT, INCLUDING THIS KIND OF OVERBEARING DISSERVIS - THEIR POLICY APPEARS 2 B SCRU THE CUSTOMER, NO MATTER WAT - BLIND - ELDER SENIOR CITIZEN - FEMALE - SO THAT = RAPE

THEY NOE I CAN'T LEVE WITH A CREDIT THIS LARJ SO I FEEL THEY R HOLDING ME AS A CAPTIV HOSTAJ - I AM A PRISONER OF T-MOBILE WITH NO ALTERNATIVE OR WAY OUT

SO T-MOBIL DUZ NOT REPSECT BLIND OR FEMALE OR REGULARLY PAYING CUSTOMERS - THEY R GREEDY

HOW CAN I RESPECT A COMPANY THAT DUZ THIS?

User's recommendation: DON'T EVER OVERPAY A BIL!

Monetary Loss: $1230. 00
Preferred solution: Full refund.
TMobile Pros: Decent PHONE service.
TMobile Cons: Wont repay overpayments of any size.
Location: 7540 Orangethorpe Avenue, Buena Park, CA 90621

I signed up for TMobile on Black Friday. The trouble started BEFORE I even got my phone! Tmobile sent my esignature Docusign letter to my WRONG Gmail account! Docusign is a 3rd party app. Google/Tmobile must have attempted an unauthorized sync. I purposefully & aggressively block Google from syncing ANYTHING, so this wasn't me! I didn't notice until my DC was set up. Now I am completely effected two ways. DocuSign won't let me change me email. I can log in with the wrong email but when I tap *anywhere* on the mobile website, I am instantly errors out as not logged in. Call your rep? T-Mobile can't do anything about it. Log into your TMobile account? I tried for an entire day! The day after Cyber Monday, the app was FINALLY WORKING. I logged in with my correct email and attempted to locate where TMobile stashed that incorrect email. No luck. They're STILL SENDING MY EMAIL TO THE WRONG ADDRESS. My correct email is the only email displayed. Try calling customer service? Their "humans" that they brag about are SWITCHBOARD OPERATORS that put you in "over two hours wait time" queues. Leave a call back number? All of Cyber Monday, that malfunctioned. It worked today. I got a call back. The man sounded like he was actually going to help me CANCEL the entire thing just as I want. He LIED! He had me on a different kind of hold for ten minutes to 'process' my cancelation. Then hear click! Nope, he didn't hang up. I got the brackish "Hang in there, you're being transferred to an expert!" I stayed on hold for 30 minutes just in case he returned. NOPE! Please help me get out from this contract! I am a brand new customer and have the right to a refund/cancelation! I don't even have the phone yet! I'm canceling not over the incorrect email, it's 99% the atrocious customer service! My name is misspelled on everything related to DocuSign. In addition, I received a "You have logged in from a new device" warning implying someone had logged in before me. They won't help me so far. I am begging. They just hang up the instant they pick up my call, I can't speak. I can't create a case. UPDATE: I reached DocuSign. A helpful rep helped me reach a perfect resolution with their site. They even had an IP log in history, no fraud log ins. No errors on their end although they did get the wrong email from Tmobile. After much thought, we could only suss out that the wrong email may have come from my shipping tag as my phone went to a different address. Lucky chance I still had that address in my Gmail pool to alert me. Josef from Tmobile contacted me from Tmobile, quite coincidentally an hour after this review was published. My refund will be processed once the phone returns. I will attempt to stop UPD from delivering. I think he told the truth as Netflix contacted me (Tmobile pays for Netflix.) Just so glad to be away from Tmobile

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 T-Mobile 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.

My name is Deshanaye Alexander and I created this account just so I can let T-mobile know how FANTASTIC of a customer service rep T-Mobile have. I have went through many reps the past couple of days. I had finished paying off my leases and wanted to get a new phone and also wanted to add a line to my current plan. Not one person I spoke to before Kristina could give me the right answer. I spoke to people both in the Tmobile store and over the phone and I was getting told different things. I called this morning and I got Kristina as my representative. I explained my situation, I explained what I thought didn't make sense and she understood. She took the time out of her morning to go through several motions to make sure I have got the right deal. She found out what the problem was and she MADE SURE that she FIXED IT! She got the job done promptly. She was very respectful and wanted to make sure she could do everything she needed to help me out. After the results... BOY DID SHE REALLY HELP ME OUT! Kristina was the ONLY one that was able to figure out what the issue was. She did not try to argue with me, she did not tell me that I was wrong... she simply listened to what my issue was and fixed it. If it wasn't for Kristina I probably would not be a customer with Tmobile anymore. I would love to speak to more representatives like her! SHE REALLY NEEDS A PROMOTION OR NEEDS TO BE A MANAGER ASAP! She is great in so many ways that I can't explain and I can't thank her enough for what she has done for me and my family. THANK YOU SOOOOO MUCH Kristina. If anyone has an issue, BELIEVE ME she would get it done. I have never wrote a review about a representative and she did so much for me I couldn't go without acknowledging her greatness. ASK FOR KRISTINA she gets the job DONE.

I'm a tmobile customer with a prepaid account that called 611 customer service with a simple question that wasn't understood by the customer service representative. I then asked for a manager at which point I was hung up on. I tried to call back several times, but the call kept being disconnected before connecting. I tried to make other calls to different numbers, but calls still would not go through. I decided to try voicemail and it did connect to my inbox, but was now in Spanish, which I do not speak. I had to do a factory reset on the phone to get it back. Once I had the phone back online it was fine, but still didn't have my simple question answered by customer care. I now understand the difference between a prepaid account, which T-Mobile will not provide true customer service for, but also conduct malicious actions to the phone if they don't like or understand your simple questions. I'm seriously shocked that a customer service representative is able to disable a phone without a legitimate cause. People should beware of these things and demand better customer service from an extremely greedy company that doesn't care anything about its customers, or the service they provide. As far as they're employees, they just need a job and don't care what types of things that they help inflict on people that affect paying customers accounts. It's totally time to start moving away from these greedy, foul cell phone companies that specialize in exploitation of people. Fact! Tmobile is corrupt and unfortunately the dollar is king in this racist imperial country, so there's no remedy, no organization like the FCC that will do anything about these companies because they are all increasingly irrelevant in providing any remedy or leadership for what's actually right and proper within their businesses. When will the people of this country begin to move away from all these greedy companies that are more a part of the huge problems in this country rather than a tiny bit of solution and relief for customers that they have the ability to provide, but choose not to do as it would lessen "profit margins". Very bad and scary experience! Did not choose tmobile for cellular services!

Having been a T-mobile, Verizon & AT&T customer. I've had the benefit of comparing all of the major US carriers and here are some of my thoughts & experiences as a T-mobile customer for the past year.

Pros:
- A pretty good value depending on your market.
- Their customer service team seems to try a little bit harder than most of the major carriers.
- T-mobile Tuesdays is a pretty sweet perk.

Cons:
- Data throttling will leave you extra frustrated in times of need.
- Service can be patchy in areas even if you live in a large urban metropolitan.
- Doesn't value users data hence the bad rap with many data leaks.

I scored a great discount with my employer which ultimately was the main motivation to switchover to T-mobile. Perhaps the deal was too good as I got overzealous and added on my in-laws to my plan too. That changed my rate plan. After more than a total of 60+ hours working with customer service for a couple months, many unfulfilled escalation tickets, and manual bill credits. We were able to revert my plan back to the correct discount. The straw that broke the camel's back was the data leak that left millions of customers personal information exposed and for me, that was not worth the headache. Not too mention the data throttling in times of need that would make loading just the Google landing page impossible. As I cut my relations with T-mobile after getting back my plan to $62/month for 5 lines (I know, it was a really good deal but not worth the headache to deal with T-mobile's shenanigans) My final bill came out double what I usually pay although I cut my service 2 days after the service period. After calling the so called T-mobile "Experts" T-Mobile were able to see my past billing payments and price but weren't willing to make one final bill adjustment to reflect that previous monthly rate. That left a sour taste in my mouth about their business practices and I can confidently say, I will never consider T-mobile's services for my wireless needs nor will I ever recommend their service to my family, friends and even enemies.

We switched to T-Mobile on 10/31/21. There was a great deal to move our Sprint account over and upgrade our phone. We owed a little over $300 on our old phones which I paid in full while we were at the store in Middleburg, Florida. We received the phones quicker than expected and were very happy. BUT we never received a shipping label to return our old phones. Just after Thanksgiving I went back to the store to see if I could return our old phones because the NEW phones were now showing up on my bill. The store told me that it had been entered wrong and apologized, T-Mobile stated they would call me with a resolution-- which they never did-- I waited several weeks. It is now after Christmas and I had to call customer service at T-Mobile. It sounded like they understood the issue and the supervisor promised me a call today. She called me back-- but thought she was calling because of a charge-- she had NO IDEA that we even spoke yesterday and did not remember my situation so I had to go thru this --AGAIN. Finally she said she understood and basically I have to go back to the store. That's hilarious because the store told me I have to wait until "Corporate escalates the issue". SO -- lesson learned on 10/31/21, I paid off iphone x phones that I will never use again at a cost of $300 just so they could CHARGE me for the new phones. Yes, this is bait and switch. It is disappointing when companies so not or worse can NOT fix THEIR mistake! I would think twice before going to T-Mobile. I will be going back to the store after 1/1/22 when they open to turn these phones back in to use our old phones and then we will go to a company that is not trying to scam people!

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 T-Mobile 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)

Prior to my son's deployment, I contacted T-mobile to ensure provisions were in place in case roaming charges were incurred. I was advised everything was fine and there was nothing to worry about.

A couple of months in we started getting texts that he was violating terms of service for roaming and his line was being blocked. The account is in good standing and always paid on time (16 years).

I called again and was told to ignore it. I was told I could purchase extra roaming but that it wasn't necessary, all roaming was covered. I elected to purchase the extra roaming anyway just in case.

Then we got another notice he was being blocked. Again, I was told to ignore it but that if we switched to a military plan by providing a current military ID, we would be safe from any blockages due to roaming. As requested, I provided his military ID and passports. I was told that was not proof of active military service and T-Mobile wanted a copy of his deployment orders.

His deployment orders are not releaseable due to "sensitivity of operations, " as per his command, which provided a letter confirming his deployment. THEY REJECTED THE LETTER, EVEN THOUGH IT EXPLICITLY EXPLAINED WHY THEY COULD NOT RELEASE HIS DEPLOYMENT ORDERS. Not only are they cutting off communications with family (which they claim they want to "keep families connected"), but THEY ARE CUTTING OFF HIS IMPERATIVE COMMUNICATION WITH HIS TEAM. Fairly certain this would be interfering with a special operations military command.

THEY ARE HARDCORE BLOCKING HIS LINE EVEN WITH THE LETTER FROM HIS COMMAND.

Looking for a carrier who has agents that are informed and competent. Been with T-mobile for 16 years - and 4 previous deployments with no issues.

Why are they doing this now? FED UP and looking for legal recourse for paying for services we are not receiving.

I ported 3 numbers over to add to my existing Tmoblie account from Verizon to save money and take advantage of a promotion T-Mobile 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 started the Jump program on 9/04/2020 and since then I have had nothing but trouble. T-Mobile sent my new phone through the mail, I received it and I sent the old phone into their warehouse. I received an email saying they did not have my phone so I started dealing with customer service and got the run around for a month telling me that they could not find the phone I sent in. Then after dealing with them for a month I called the corporate office in Bellevue Washington and spoke to a man named Gabe. I told him everything that had been going on and that the only thing I wanted to do was to take the new phone in and close my account after being told by one of their experts that I had sent in an empty box. Well I was not on the phone with him more than 5 minutes and guess what they found the phone. I was still not happy since I had been told i had sent in an empty box. So I told him again that all I wanted to do was take the phone back into them and close my account and he started in on that I had been with them for so long and that I should not let 1 little incident take me away from the company and I told him I was still not happy and he said that he would give me a $50.00 credit to my account. They can keep the $50.00, he may call it one little incident but being told that I had sent in an empty box and pretty much told I was lying about sending it in now mind you he never called me a liar but he sure pointed to it several times. So a small piece of advice don't use t mobile or sprint unless you want to be screwed over and over it took 11 calls and me giving them the tracking information 11 times before their ever found the phone and then they only found it after I called corporate so something does not sound right. You may pay a little more with another company but it will be worth not being told that things being said is only 1 little incident and thinking $50.00 dollars is going to fix everything, guess what it hasn't I am going on every website that I can find and leave a review about how I was treated by their team of experts and then how corporate treated me. I will also be filing a repos. T with the Washington State AG office on Monday morning. So just a little piece of advice unless you like being treated badly I would go elsewhere to look for a phone and stay completely away from T Mobile and Sprint they are both owned by the same company.

On Sep 4th I walked into your store located at 3721 116th St Suite 7, Marysville, Wa. On the recommendation of a lifelong friend that has been with you for over 10 years and has bragged about you all along. I have been with Verizon just a little longer unwilling to relinquish an original Unlimited plan which I was Grandfathered into, but all things do pass. This flew or whatever it is, is having widespread effects upon us all and changes are being made by many, myself included. My friends, (your 10 year customer), daughter was to turn 11 on Sep 5th and she was using an at least 4 year old phone no longer receiving security updates. I had just purchased, from Motorola, a new phone for myself for the same reason and conferred with her mother about finally making the switch to T-mobile and seeing if I could take advantage of that process to procure a new phone to be presented on her birthday.

This was my intention upon walking into your store which I stated clearly and repeatedly to your employees.
To make the switch from Verizon to T-Mobile, no number porting, just a new sim with a new number, a complete break from Verizon for me and an all new start with you.
Take advantage of your free phone offer for doing so.
Put the new sim from you with my new number in my new Motorola and activate my new account.
Give the new free phone to the birthday girl whose mother would activate it on her T-Mobile account.
These intentions I stated as such many times over to each of your employees as I am about to describe.

So I walk in and am greeted by a young dark haired female,( the 1st innocent in this fiasco who's name I did not write down), and enquired about my intentions, she responded with I don"t know as apparently she was/is a trainee, and went to bring another young man whence I stated my intentions again with him, (the second and last innocent), responding with another I don't know and went for yet another a bit older male going by the mane CJ who after I stated my intentions again said "no problem".
We then went over what plan would be best for me, I wanted the Magenta plus as I am a high data user, hence my reluctance to give up the original Verizon unlimited. CJ recommended the Over 55 Magenta plus plan as I am 70 years of age, I have not yet compared the normal magenta plus with the over 55 version to see if there are any differences as I am currently trying to get all the errors corrected by your employees. CJ then went about setting up my account and assembling in front of me my new number sim and an unopened box containing the new phone( a REVVL4). At this time for my safety I restated that I was going to go home, take out the Verizon sim in my previously purchased from Motorola phone, factory reset it, insert my the new T-Mobile sim and activate my new account, give the new "free from you" phone to the birthday girl and her mother would activate it on her T-Mobile account. CJ once again said "no problem". CJ then said he needed monies, $68, $24 of which was for the "free" phone, I asked why am I paying for the free phone and he stated that I would receive a 24 installment credit of $1 per month applied to my bill, from speaking with attorneys I understand this is a rather shady but legal practice commonly accepted in the business community. So I hand CJ 4 $20 notes and he makes a trip,(not the first) to the back room returning with $12 and telling me that there is a problem with the printer so he can not give me a receipt at this time and to please "trust him". So as I had already spent about an hour in this store which my friend had nothing but good to say about and it did appear that things were going as anticipated I left the store with a bag containing my new sim and an unopened box containing a new almost free,( as I did have to put out monies up front albeit to be returned over time), phone.
I went home, reset my Motorola, activated my new T-Mobile number, received text messages of welcome another one saying I would receive the monthly $1 discount. All is well so far. Next day birthday girl gets new phone and is ecstatic, busy day so Mom waits and sets it up the next day.
And then it all falls downhill, more like falls into a bottomless pit. I receive a text saying I am no longer eligible for the monthly credit and will be charged not the $149 clearly displayed at the counter in the store, but the full retail $199 for your new "free" phone. It's Labor day so I wait till next day and walk back into the store. I am greeted by the original trainee female, I ask to speak with CJ or Dustin(the un-manager, as I am about to disclose), again she does not know what to do and gets Shanya who tells me that CJ is not here and Dustin is on the phone with someone else and asks if she can help. I really do not want to start from the beginning with yet another employee and say I will wait for Dustin, more back and forth to the back room,(by the way, I do not know of anyone that appreciates this Automobile Dealership sales tactic), and says she is the only one that can assist me at this time.
I am well versed at projecting my voice to speak in public to a crowd so any excuse that Dustin was not aware of what was transpiring at his front counter would be invalid.
I then showed Shanya the text about disqualification and she brought up my account to see what is going on. She tells me that "they" did not properly check out the "new free phone" and she would have to investigate the matter in order to fix it. She also said she could not find any receipt showing the whereabouts of the $68. I then, projecting my voice, asked if the man in the back room would come out, look me in the eye like a mature responsible adult and fix the problem, receiving no response. Myself and Shanya then went back and forth with me asking for the problem to be fixed and her responding with an I can't. I extended this exchange on purpose in hopes that her manager would come to her rescue.
He did not and it became apparent that my efforts were in vain. Shanya once again said she would investigate this issue and get it resolved by the next day and said she would call the next day, she still has not called. I then Left the store stating that I never wanted to come back and please do not make me, as at this time I was actually getting agitated by the lack of professionalism by the hiding in the back room management.
The next day it's afternoon and no call from Shanya yet so I call the 800 number and ask if the district/regional manager could call me or could I call him/her, after over an hour the best T-Mobile could do is tell me they have escalated my complaint and give me the email address *******@T-Mobile.com

As of right now I have not received a call from anyone at T-Mobile.
I have received some more text messages without explanation causing only more confusion without actually being explained by a higher level T-Mobile representative.

So my experience with T-Mobile so far is:
I feel I have been lied too
I feel as though I have been stolen from
I feel that I am being extorted from

And it's all occurred in the first week.

Sincerely,
Joseph Armstrong
*******066
*******@gmail.com

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 T-Mobile could do for me when all he wanted to do was to cover his ass. 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.

I was with Sprint for years and T-Mobile were bought out by T Mobile. Back in July, they had a promotion going on if you migrated your account with T Mobile, you basically got a free phone when turning in your old phone. I asked the associate at the South Tampa Gandy store if my bill would go up, and he informed me it would by about $10-$15 a month. Fast forward to a few months later and my bill went up around $37 a month. I called TMobile 1800 # and after going back and forth for an hour, the customer service rep asked if he could call me back the next night once he spoke to his manager around the same time. This was around 7pm my time. The next night I don't get a call, but I wake up to a voice mail from the customer service rep, who called me at 1:30am and told me there was nothing he could do for me. Yes, I said 1:30 am. I went back to the store and the associate who helped me was no longer there, but another gentleman was. He looked at my bill and said that in order to give me the deal I was promised, he couldn't make my monthly bill the promised amount I was told, but he would take $80 a month off for the next 6 months and that would basically even things out. I agreed to that. After my bill being $80 less that month, the following bill was back to the $123 it had been. Not the $43 the gentleman told me it would be for 6 months. I went back to the store again, but this time the store was closed down. Finally having enough of their shadiness, I paid the iPhone off, so I could have the phone unlocked and went with a different carrier. If you do business with TMobile, you are getting what you ask for. The first pic attached shows what I was billed and what was told to me $100.11 and what they charged me each month. After. The second pic shows the gentleman taking the $80 off and what my bill should have been for the next 5 months.