T-Mobile USA
Reviews and Complaints

Feb. 11, 2022 I was online with a t-mobile rep. I liked what he said, and printed off our conversation. I asked what my monthly bill would be, $93.23 and paid that up front. A week or so later our items came, 1 A52 black phone w/ case & screen protector, FREE, 2 watches, Gateway and 2 phone lines. It took several days of calling and headaches to get our 2 phones set-up. Nothing was going right from transferring numbers, to setting up voicemail.

Then another three & half days trying to get this Gateway set-up for a free month. Then it wasn't even working right. Never did we try getting the watches set-up We were very much tried!

I pay $93 2/11, another bill comes for $195 and just paid that and now $215.

We sent back the Gateway and 2 watches after many discussions. Rec'd credit of $47.24 3/16 and $23.62 3/17 on our card, but bills haven't been adjusted.

I spoke with a rep, Wed 3/16 about returning the phone and cancelling the lines. I feel they have been very misleading. Phone drops calls.

I was told I owe $483.oo yet on phone when I was told Free at first then $90,

and mo. bill went from $4.12 to $21/mo.

I am glad I have my initial conversation printed off with the amounts. This is what they should honor.

Back in December I was staying with my daughter as my home was being renovated. I called T-Mobil about there internet. At first the lady said that my home on Scamore was not able to get the internet. Then she looked some more and told me that I could get it . I told her that I would be moving back in and sh said that I could pick up the modem at any location. Later that month I went to the T-Mobil office in Vista on University Ave. near Target. They took my info and the agent told me that I could not get internet at the Mobil home park were I lived yet. After checking out what the lady had told me prier to this he repeated

that I could not get it. So I left went home and called Spectrum were I receive my internet. About a month and a half I recived bill from T-M0bil. I called them and explanded all that had happen with an lady agent she said that she would take care of this. Last week I got another bill from them stating that I owed over $420.19 and that $242.52 was due. I never received any product or service from this company as they told me that I could not receive service.

Account [protected] is on the bill sent to me for JAN-FEB.

I called october 2021 t mobile said she would send me a free phone, hot spot and tablet to switch my number to t mobile.i agreed them the tablet did not come with sim. I called told them no sim card came with tablet. Could not use with a sim card. They billed me for devices services and insurance for all devices even the devices i could not use. Every time i call they will not fix my bill even though they say over and over they fixed iit while i was on the phone with them. They don't understand english or they are just thieves i want my money returned for devices and services that are not mine. Also i am fed up with them hanging up on me when i call customer service

When you are positive that your trade-in was supposed to be worth more! Infuriating when T-Mobile customer service sends you on a wild goose chase, advising you to review the promotions pages on their website, when they have no record of what you were actually offered.

https://twitter.com/Jeff_Popkin/status/1502838051705348098?s=20&t=v3_DCrtWODclIqrqZUD_Tg

https://community.t-mobile.com/accounts-services-4/t-mobile-does-not-honor-the-trade-in-promotional-values-offered-to-customers-in-the-online-shopping-cart-42159

T-Mobile does not provide itemized receipts for sales transactions that include the promotional trade-in value for a device.

T-Mobile does not keep records of the promotional value quoted for a trade-in device during check-out in their online shopping cart system.

T-Mobile then does not honor the quoted promotional trade-in values reflected in a customers shopping cart when there are apparent errors in their online shopping cart system.

T-Mobile has a serious internal control issue over the apparent disparate check-out systems and the staff who try to make them work together, that allows its shopping cart system to display promotional trade-in quotes that conflict with the current advertised promotions.

Over the years, I have had occasions where I swore the promotion actually given did not match the promotion offered online. T-Mobile staff in the past have always smugly told me to tell them what promotion I was referring to, as though the error was mine. I am angry now that I know T-Mobile has such poor corporate governance in place that they cannot even keep track of their shopping cart system.

Here is a real example:

OVERVIEW

T-Mobile customer service “expert” Shakeema with employee ID [protected] on 3/11/2022 refused to honor the trade-in promotional offer of $699.99 that was provided to me when using the highly encouraged online shopping cart check-out system (see Image 1) the day before.

Prior to ordering the iPhone 13 mini, I recorded my conversation* with Em in T-Mobile customer service, employee ID 505604, on 3/10/2022. She logged into my T-Mobile account at my request and confirmed the promotional offer, and then documented to my account that my promotional offer was a total of $699.99 for my iPhone 11 being traded in on phone line 301-XXX-XXXX (see Images 1, 5, 6, and 7).

*Link to recording with Em in T-Mobile customer service, employee ID 505604, on 3/10/2022:

REDACTED LINK DUE TO PERSONAL INFORMATION ON VIDEO

To my objection, Shakeema said she could not honor the promotional value quoted to me in my shopping cart at check-out, and essentially insisted that it does not matter what my shopping cart said, it only matters what the promotions are (see Image 4), noting she said it was $400. She said the only way to possibly resolve the matter in my favor was to put it in writing.

DETAILS

I confirmed with [protected]@T-Mobile that T-Mobile keeps no record of the promotional offers given to a customer in their online shopping cart, nor provides any receipt for the initial promotional offer given while checking out. Thus, once you complete the shopping cart transaction, the only written documentation for a customers’ purchase (on monthly payments) is (1) the Equipment Installment Plan (EIP) (see Image 2) which has no record of the trade promotional value, and (2) a text message confirming the trade-in value before the promotional value (see Image 3). If the shopping cart has a promotional value error, T-Mobile does not keep any record of it.

CONCLUSION

Please know that I believe that this is an egregious violation of customers’ rights and have already reported this matter to the FTC, FCC (Ticket No. 53XXXXX), @MikeSievert on Twitter.

T-Mobile does not provide itemized receipts for sales transactions that include the quoted promotional trade-in value for a device.

T-Mobile does not keep records of the promotional value quoted for a trade-in device during check-out in their online shopping cart system.

T-Mobile then does not honor the quoted promotional trade-in values to customers when there are apparent errors in their online shopping cart system.

The promotional value of a trade-in device is often the deciding factor when deciding whether to upgrade to a newer device. Promotional offers are typically in excess of the market value, so the consumer relies on the promotional offer. T-Mobile is not honoring its promotional offers.

To me, this is due to incompetence or negligence, and neither are excusable for a multi-billion-dollar, multinational company.

E-commerce agreements must comply with standards established by legal precedent in the common law and the uniform commercial code. T-Mobile is not keeping any record of the specific contract created when a buyer completes a transaction using T-Mobile’s online shopping cart. T-Mobile attempts to reconstruct the contract after-the-fact, but keeps no record of the actual agreed upon terms that were offered and accepted in the shopping cart transaction. This inappropriate and probably illegal business tactic is of a particular problem when the promotional values for trade-in devices offered during the check-out process in the online shopping cart, used to entice buyers to purchase new devices, is not recorded and is later not honored by T-Mobile, who appears not to have any concern about the apparent bait and switch tactics of offering less money for a customers’ trade-in device after the sale of the new device is established.

I was guaranteed consistent 100mbps download speed by a store rep. The first month or so of service my speed was way over [protected]). The last 2 months it's progressively gotten worse. Well below 20mbps, often under 10mbps. I'm .9 miles away from a tower? I unplug my gateway tower weekly to no avail. Constant buffering, waiting 20-40 seconds for pages to open on my phone and PC. I live in an apartment, started with CenturyLink through an old phone line. Service was horrible. switched to Mediacom and had consistent strong signal through a cable connection. Switched to T-Mobile and feel like I'm back to dial up service. Going to have to pay 110.00 installation to go back to Mediacom.

You have a very rude employee

I went the other day by the store and she was dancing and I ask her a question about a tele phone and she could not answer

She was by the manager and they both laugh

You need to put manners on your employees

Very dissapionted

I ask her name she goes by the name of brenda

Also the music they put in the store with bad language

Dont recomend this store it looks that they do whatever they what like employess like managers.

This company is a bunch of crooks and the main goal here is to cheat you out of as much money as they possibly can. Wait until you close your account and they will send a bill for hundreds of dollars for equipment, past due bills and any other charges they can come with. Even after three months they are still sending me bills and always for more money.

I went into the T-mobile store on December 1,2021 403 N Reading RD Ephrata,Pa. [protected] I talked to a sale rep about the Promotions they were running at that time. She told me IPhone 12 on us was one of the promotions at that time. I was told that I would get 400 dollars for my IPhone 6S and my wife would get 780 dollars for her IPhone XR The service plan was the Magenta 55+ 70 dollars a month with autopay taxes are included. Comes with 5gb of 5G hotspot. Netflix on us and unlimited talk and text and data. Tylin was her name and the managers name is Tony. I told them I would talk to my wife about this promotion and let them know. So I talked with my wife and we both went back to the store the next day December 2, 2021 to make the deal. We went over the promotion Tylin put in writing and started the process. When they went back to get the new IPhones they discovered that they didn’t have any IPhone 12’s in stock, but they had 13’s in stock. My wife said she would kept her XR because it was only 1 year old. Tony said why would you kept that phone when you can get An IPhone 13 for free. So I said to Tony your going to give us the same deal for IPhone 13’s he said yes so we made the deal I got a IPhone 13 mini and my wife got a 13. Everyone was happy and we went on are way. Late that month when we got are first bill I was in shock are bill was 106 dollars and change. I went the store right away and was told that the promotion would kick in on the second bill I we would get credit for the first bill. I had ask at least 4 time what my bill would be per month and was told 80.00 for 30 months than 70.00 a month there after. January bill came the amount was 96 and change so back to the store I went they told me to call customer service. I called customer service and was told that I was put on a buy one get one free promotion and that I was paying for the IPhone 13 not the mini which is what they told me at the store. So I go back to the store neither Tylin or Tony are there still no resolution.

I have been a customer with T- Mobile for 3 years first I got lied and manipulated into services to activate the lines in the very beginning by being told I woad receiving g free iPhones for starting g business with t-mobile. Secondly I thought once again I was receiving a promotion with t-mobile and got sent a glacé watch 2 and never received a charger therefore never got to use this line but was once again charged for the device and the service when it never even got turned on

Physically. Now I suspended my services and I had an iPad and tablet stolen from me and disconnected those services and the service kept

Getting deactivated by someone that had my information due to the fact of it being stored in the device so they refunded me the money but because of all I went through they now we’re going g to give me a new iPhone 13 pro max and the new Apple Watch for free considering one I payed for the galaxy 2 watch which I still have and can not do anything I have been told by 3 customer service reps that they were escalating this to there supervisor well once again I called today and spent over 2 hrs on the phone repeating myself over and over until a very inconsiderate arrogant inadequate inappropriate rude lack of customer service skills got on the line spoke very rudely to me and then cut me off would not even let me explain the situation he told me to have a good day and hung the line up on me. I would like to understand we’re anyone that works in the customer service field and not only is a supervisor but a representative for T-Mobile were their favorite saying is were here to help and don’t worry we will resolve this issue today. I have never spent so much time on the phone with my cellular provider I am totally at rage and disgust at how I can be treated like this after never missing a payment report I g basically false advertisement by getting me to leave my last carrier to come to t-mobile and if I did that my phones would be free but come to find out I was lied to and had to pay for them right their I should of backed out of my obligation to even accept that type of customer service but no I continued on so now they promise me many things due to once again their negligence and I’m in the wrong? How? Why? By calling them and activating more services that one don’t even work 2 adding more money into there business I have never experienced a supervisor hang up the line all because there business is at fault! I am going to make sure every thing I can possibly do to get them to pay me back the mo ey that was taken from me along with what they promised me and I’m going to end my service of 3 years with them I will make sure to let every single person know about how much they lie do not care about your business or you as a person and when they are definitely wrong they actually hang up the phone and they are in a higher position? How is that even any type of ok or what happened to the customer is always right? It’s ok bc now I’m going to call the BBB and I’m also calling the head quarters for a investigation.

Dropped calls for going on 8 months and slow internet. I have called about 100 times in 8 months complaining about my problems, was told after getting a5 g phone in sept. 21 that 5 g would work. After complaining more I was told that Jan 22 that service would be fixed.

Yo fui con mi esposo a cambiar su numero de telefono porque el tenia una amiga que se pasaba llamadolo y el opto por ir a cambiar el numero de telefono. Pero que pasa? Hace dias que el esta recibiendo llamadas telefonicas de la muchacha como ella obtuvo su numero. Pues resulta que hay una empleada que trabaja en el mall de centro del sur ponce y le dio el numero de mi esposo ella misma se lo dijo a mi esposo que ella se lo habia dado,

Lo que no entiendo como es posible que una empleada se preste para hacer esto y como es posible que ustedes tengan esas clases de personas trabajando ahi haciendo esto. Y tambien pregunto que clases de gerenciales tiene ahi que no saben lo que hacen los empleados.

Esta es la 2 vez que hago este queja y todavia veo a la empleada trabajando ahi.Acaso aqui no cojen clases de respeto de falta de etiqueta integridad.

Esto sucedio en la tienda del centro del sur en puerto rico. No dan seguimiento a los trabajos que hacen entrando a cuentas privadas, si es capaz de darle su numero es capaz de darle otra informacion

I need money

In November of 2021, I mistakenly tried to switch to T-Mobile but ended up switching back to my other carrier. In the chaos, it turned out that I had bill credits that totaled $531.38 and they were charging me for a service that I did not have. I called into the customer care line and tried to get it resolved, to close the account and send the money to my bank account. They said they would and I waited for two months for the money to come. Well this February, I received another bill and my credits had dropped down to $233.16, so I called back in on three separate occasions trying to get the money. I gave all the relevant banking information and was given the same refund ID each time. The first and second time, they said the money would take around 3 weeks to get there because that's how the billing cycle went. The final two instances, they said the money would be in my account within one to three business days. The time has now passed by and still no sign of the money I'm owed.

T-Mobile purchased Sprint and they forced all Sprint users to migrate over to their system in fall of 2021. After migration, I made payments to T-Mobile, had additional devices added and removed from my account, made purchases, etc. However, after three attempts to be given access to my account T-Mobile kept telling me that my PIN was incorrect and my social security was incorrect and they could do nothing to verify my account. (Yes, they told me that my social security number that I was assigned when I was 8 years old is incorrect.) Their only solution was to go to a store location (where I have been several times to make purchases) to verify my account. No admission of their mistake. No offer to provide compensation for the inconvenience. Nothing! Just "your information is incorrect so we cannot activate your account". But you can take my money and sell me more products. There is something seriously wrong with this company. Outside of the Customer Care Team member "Blake in Bellingham", this company is a great disappointment.

In December of 2021, I upgraded my wife's phone and took advantage of T-Mobile's special promotion to also acquire the Samsung Watch 4 LTE and add an extra line at $10 per month so the watch could function as a phone without having the primary phone nearby. A total of just under $700 was spent on the acquisitions, plus $10/month for the watch phone service.

Gaby was the retail clerk who sold us the Samsung items and set up both the phone and the watch.

Since that time, we have had numerous problems with the watch and have been to the T-Mobile store on multiple occasions in an effort to get things fixed. This is store 737D operated by Spark Wireless, LLC and located at 890 William Hilton Parkway, Unit 28, Hilton Head, SC 29928.

The primary problem for the store visit on February 28 had to do with the watch not holding a charge, our inability to adjust certain settings, and the fact that it was a 3G system which would soon not be available. Upon checking, Nikki first advised that this watch would not work without the phone being present. After checking with the manager, she then said it was the correct watch to be used without the phone, but that it needed a different service other than what we purchased. She tried but couldn’t locate the service that was supposedly needed and stated we’d have to contact T-Mobile’s tech support to get what was needed and also advised that there would be a different cost.

I reminded Nikki that they sold us the products and system based on full knowledge of my wife’s intended use. The purchases were based on specific requirements and if the watch or service were not proper, then the entire transaction should be negated. She said it was too late, that we only have 14 days to return items for a credit or refund. I then asked for the contact information for their regional manager. That request was refused.

The phone and watch were a Christmas gift for my wife. The watch has not functioned properly since day one. Now we are being told it’s the wrong watch, not the right program or service, and no one knows why the watch will not hold a charge for more than 6-7 hours when Samsung advertised a battery life of 40 hours.

This is not the type of service we expected when we switched carriers. This problem needs to be addressed immediately, either by way of a proper fix or a full refund.

Buenos dias quiero reportar uma empleada, resulta que mi esposo fue a cambiar su numero de telefono hace varias semanas, porque el tenia una amiga que lo llamaba 2 y 3 veces al dia resulta que la muchacha empezo a llamarlo otra vez. Mi pregunta fue como el obtuvo ese numero pues resulta que una empleada que trabaja en el mall del centro del sur se lo dio entrando a la cuenta de mi esposo sin su autorizacion.Como lo sabemos ella misma se lo dijo a el que su amiga se lo habia dado. Ahora yo pregunto como una empleada hizo eso donde estan los gerenciales de esa tienda cualquier empleado entran a las cuentas de los clientes asi porque si... No voy a dar el nombre de la empleada por ahora pero mas adelante si. Estamos bien molesto con esta compania y si esto vuelve a suceder tomare accion legal. Y hablare de la compania por todas lasa redes delo sucedido de la clase de empleados que tiene ahi. Es una falta de respeto. Donde esta la integridad.

So I paid for this next month a few days ago and our hotspot is to have all new data on the 23rd but nothing has changed. Last months data is already gone and this month hasn't kicked because metros service for this months data is still not on.

I decided to make a switch from T-Mobile due to your incompetent not only customer service people but your Supervisors as well your customer service Angelica kept me on hold Sunday night for 1 and 1/2 hours and never could find a s7upervisor that was busy Tonight 2/22/2022 I called again and have been on hold over 2 hour waiting for a supervisor again still. This about a bill that one of your supervisors said yes they found the error that I was charged 60,00 for and

she refunded back to the bank on Feb. 7th, I am getting charges now about that I owe sixty dollars again and after the two hours of waiting could find thr payment on the 4th that T-Mobile took and she saw the refund of 60.00 dollars was refunded because I did not owe nothing but could not read the side notes on the paper and got disconnect some how. So I have called back and now its been another hour and now they cant find a manager but they are looking, I really think that you should have knowledgeable people working there it is quite odd they found her notes on the refund but the your billing department did not get a copy to me this is a fraudulent bill and that if somebody in billing should be taken care of that. I have a perfect credit record and also was never late on a payment because I thought you were trustable enough to do that now you are sending me letter saying you are going to send this to the credit bureau, it not the money it is the incompetence pf your employee I saw another place called fair shake and let them know as well. I will be taking it even further this ridiculous it has been another half hour and she told me she was working from home and she can't find a supervisor and had been calling for one but has not even let me know after 20 minutes of waiting with no response from anyone that they where still looking or what I am going to hang up now again from your mistrain staff. But I am not going to go away

while your people are hiding or doing something other than working are family were with your company for 18 years but since you don't seem to care anymore about people you will sent out fraudulent bills, I will be calling the TV station so they can try to help me but will probably get the same treatment.

I

I have been in touch with T-Mobile for 3weeks about a fraudulent account opened in my name. Every single time I have called I have been transferred from one person to another. They open an investigation into my concern and are aware of this illegal account but yet have not closed this criminal account. I have filed a police report and submitted a copy to T-Moblie and yet the account remains open. Thier ticket number to this investigation is [protected] and the fraudulent account number is [protected]. the criminal phone number is [protected].

I bought this phone 5 months on a promotion in the N. Lakeland store on Highway 98. They explained there was a promotion with no contract and I would get a motorola phone and the only stipulation was if I didn't stay with t-mobile for 2 years then I could just return the phone. If I stayed at least 2 years I could keep the phone. From day one I had nothing but trouble but when I brought it back to the guys at the store they said I had a faulty sim card and gave me another one. I tried and locally calls were dropped or they couldn't hear me. I took it for as long as I could and called and cancelled and then went to store I bought it from and tried to give phone back and they said they didn't have the cancellation and wouldn't take phone. I called tmobile, they asked me for a 6 figure code, but for the life of me could not figure out what it was and they told me to go back to the store and tell them to give me the pin. I did and the man I spoke to was rude, obnoxious and made me feel like an idiot. I am done calling and getting no help, and I will not go in that store again. I was pretty shaken up. I am 69 years old and don't need this aggravation. I have since December gotten a new service and phone and don't want this one any longer. Please tell me where to send it. And please stop billing me for a phone I am not using. It's extortion and if you look at my number [protected], you will see no use has been in effect since December. Thank you for your cooperation on what to do at this point.