T-Mobile USA
Reviews and Complaints

Date of the incident:
10/25/2017

Description of the incident:
I tried to cancel one of two lines attached to my T-Mobile account, over the phone (611), without success. I spoke to 5 different representatives, and no one could solve the problem. The last representative shared her credentials with me: Len A, employee number [protected].

I'm currently living in The Netherlands, and am not able to go to a T-Mobile store in US to cancel the service. This means the only option available is to (try to) do it over the phone. When I spoke to all 5 representatives, I provided the last 4 digits of my Social Security Number, but when they asked about the PIN code created when I opened the account (three years ago), I couldn't remember it. This seems reasonable, especially when it comes to a PIN code you never use during your lifetime as a customer.

They tried to reset the PIN code twice, and in fact I received two new PIN codes (first 3153, then 1093). However, they still couldn't access my profile in order to proceed with the cancellation I was requesting.

No representative could provide me with a feasible alternative to the problem. On top of that, T-Mobile employees kept insisting that the only way to have the line cancelled was to fly back to US (really?!) and make the cancellation in a T-Mobile store in the US. Not sure if it was a bad joke or if it was for real, but just in case: The Netherlands is more than 4, 000 miles away from the US!

Since I'm not willing to spend €1, 000 in flight tickets and am not willing to take 2 days-off at work to follow T-Mobile guidance so as to solve this bizarre problem, I will stop paying T-Mobile bills from now on. This seems to be the only option available at this point.

Finally, because T-Mobile coudn't care less about their customers, they don't even have an e-mail for incidents/complaints! Reason why I'm using complaintsboard.com to make the incident public and to protect myself against late payment fees (or whatever fees) T-Mobile decides to charge in the future.

T-Mobile: what a shame! You should try to improve your CRM processes ASAP. No company with such a poor customer experience survives in the long run. Good luck!

We as T-Mobile customers deserve batting from T-Mobile and the representatives we shouldn't be over build and made to seem like we deserve it if T-Mobile isn't going to listen to all our grievances we should all go to Sprint and if anybody has had a problem with Anthony Montana and his supervisor chaven Moncous for there unwillingness to help with our problems as customers to T-Mobile I think that Sprint would be better than this people who take our money and treat us badly

Fraudulent and unauthorized withdrawal from my checking account using T-mobile.

When logging into my online banking, I noticed an unfamiliar charge. A T-mobile device was used. The name Saundra Mendez PCS Svc was associated and identified. A Google search brought to light that this fraud has occurred before and is ongoing.

Please help consumers to be aware if this mobile scam and stop the perpetrator(s).

My old phone was having problems I called T-Mobile and was told that they would send me another phone. Speaking with my husband, I told him that the phone that would replace mine would be a refurbished phone not a new one. He told me that I needed to get a new one because with a used refurbished phone I would probably run through the same Issues. So I went to the nearest T-Mobile store to have my phone replaced. The representative said that I couldn't replace my phone for a new phone of the same kind because Samsung didn't make them anymore. He insisted that I upgrade to the new Galaxy S8 or S8+. I was kind of skeptical at first but this man's insistence was making believe that the s8 was a much better deal. I had the Galaxy Note 5 and was completely happy with it until it started giving me problems and replacing it would be heartbreaking for me, but I went along and got the S8. I brought it home and was going through the functions and all the other bells and whistles but I was not satisfied with the phone (S8). The next day I went back to the same store to get my old phone back and give back the S8. The same representative told me that it couldn't be done because T-Mobile did not carry the Galaxy Note 5 anymore and mine was shipped out the same day. I insisted that I was not satisfied with the S8 but he kept telling me that he couldn't do anything about it. This was 4 months ago and I'm stuck with a phone that I dislike, making me think twice about keeping T-Mobile as my service provider because of the service I received from this representative. According to the manager at this store, I was told that it is a corporate store and they would be the only ones in El Paso that could do anything about my issue. According to their policy, I am allowed to return the phone if I am dissatisfied with it within 14 days! Yet I went the next day and This store couldn't do anything to help me. I am very upset with this store and as I said I am thinking about moving with someone else that will not LIE to me just to make a profit or a commission for selling a phone. AT this point, the rating scale is not low enough for me to rate T-Mobile.

On 8/20/17 I purchased a car wash for $5.00 to save money on gas (total purchase $25.00). I know from prior purchases that the car wash code is valid for 30 days (it's printed on the receipt right under the car wash code). Normally I get my car wash right away but on 9/16/17 I decided to take advantage of my 30 day option. My code did not work after several attempts. I kept getting the please reenter your code message on the screen. I went inside to tell the attendant what happened before I could finish what I was saying I was cut off. The attendant started talking loud saying I have no way of knowing if you used that code before in a I'm accusing you of trying to reuse this code tone. I Did Not Use This Car Wash Code Prior. So... I explained that it's not my fault either as a customer that you have no way of knowing but I assure you I DID NOT use this car wash code. I would not go back and forth in a hot lobby about a drive through car wash that I know I used. I'm pissed at this point because I'm a regular customer out of $5.00 and insulted . I'm a care one card holder which also allows me to use my credit card to make purchases. I'm shocked that my value as a regular customer was not worth a 5 dollar car wash. Receipt attached.

I've been with them for 3 years. When transferring I wasn't notified that there was still some money on my previous account. We recently moved and obviously, our address has changed, but I didn't know that they kept sending bills to my previous house. I would have known if they sent me messages. Maybe I moved but my phone number is still the same.

My recent experience is the reason why I'm done with them. Because of their representatives' advice, my phone broke and I don't have it now, even though I work and I extremely need it. I have been their loyal customer for about 3 years and their managers can't resolve the issue for some reasons I have no idea about. They could have just repaired it ... Frustrated and disappointed...

I have been with the company since 2008 and I they have changed for the worse. They use to care about their customers, but now they only care for their profits. I have had issues with samsung phones twice on less than 6 months! To get a replacement is rare without shelling out another couple hundred dollars.
The service is poor and does not work in areas locally and when traveling. The samsung phones are having problems but they do not notify customers or they run diagnostics that cause your phone crash then offer nothing but dishonesty and too concerned with placing blame then they tell you "you can always upgrade. Just pay $185 to get a phone today." sounds like a big scam to me!$! They find ways to get out of warranties, the so called insurance, and accountability of misinforming customers! I also asked for a superior, igor, and he was so much worse than the reps! Condesending, arrogant... But they care about customers? Doesn't sound like it to me! I would never recommend this company to anyone! Save your money, time and effort for a company who cares about customer satisfaction!

This is the most unorganized company I've ever seen. Their service is a joke and ridiculous.
There's always a problem.
I ordered a new phone and it never arrived, even though it's been 3 weeks. Every time I call I talk to different corporates who give me wrong information. Well, they say I'll get my phone tomorrow and there's no worry, another one said I'll receive it in a week and so on and on. Don't know how to express my irritation.
I think my problem will never be solved.

I have called Verizon and T-Mobile about this several times. I HAD to switch to Verizon for work. Verizon said specifically, that they would send me a prepaid card with my bill on it. I have called them about it many times and they say they have sent it. I am awaiting it in the mail. The minute I get it, I can pay my bill.

I have all of my paperwork sent to Verizon and I should receive my card any day. THE MINUTE I get it, I will go down and pay my bill. I CANNOT pay it until I receive this card.

In November 2016 I went to T-mobile to inquire about service. The sales rep said they would give me a Galaxy On5 free if I paid for 2 months of pay as you go service. (approximately $100). I signed up for the service, unfortunately in December my phone was stolen so I called T-mobile and they said that I had 30 days to reinstate my service. I never did but I received a letter from Tmobile's financial department yesterday, 8/1/2017, 7 months after I canceled. They informed me that my credit score of 800 wasn't good enough. I called customer service to ask why they ran a credit check SEVEN MONTHS after I canceled. The rep told me there was a balance due on the account. I was transferred from prepaid to contract to i don't know who. ultimately I was transferred 17 times and in the end they hung up on me. I have no idea what the supposed balance due is and I'm infuriated they did this so long after the service was canceled. No one ever informed me that they would do a credit check.

I was told in October 2015 I would received a free tablet if I paid for the Internet for a year.
I would see the charge for the tablet on my 20 page bill and call customer service who just like the present administration of the United States, just lies. I had been a customer for over 10 years and thought it would get corrected. I was even told at one point to look on another page and I would see a credit . That happened but only once. Then back to the monthly charge for the tablet for over a year. Finally after total frustration I cancelled and went to Verizon.
Now instead of correcting the problem and refunding my money, which they stated was impossible because the account was closed. They sent a final bill insisting I owed them money. ($157.00). I called but as usual got no where. So they just turned me over to a collection agency and now I am dealing with them. I have finally figured out the words to there little phone ring trademark. "We are liars"

I was at the Deptford mall T mobile store due to my phone was acting up. I decided to gt a upgrade. All the employees were so nice. Shanice was helping me when the computer system went down. She tried everything from contacting her district manager to calling IT for help. She apologized frequently to me.. I was in the store for 2 hours waiting for system to get back up. I did get an upgrade and phone case, but I feel I should get something for waiting for so long. Please advise

I noticed my phone bill was considerably higher than normal. I called tmobile and eventually we figured out that fraudulent activity had occurred and I was being charged for iphone 7 phones and accessories that I did not purchase. After 2 months of calling, tmobile threatening to disconnect my service etc., I finally got someone to help. The fraud department did eventually agree that this was fraudulent and said that they removed all related charges. They then proceeded to add charges related to these iphone 7's on every one of my lines. Also charges for accessories that I never purchased. Apparently these purchases happened in New York and I live in California. I just can't deal with this company. They take ages to follow through and half the time they never do. Then when they say they have resolved it, they actually haven't. Then they threaten to disconnect me. What can I do?

t-mobile business

re: account #[protected]

9/11/2017: Las Vegas TMO forced me to open business account in order to port number from ATT business. near completion of app i'm told they need an EIN number.

i tell store rep that i am sole proprietor and i don't use my EIN for business or taxes. reps tells me she can't complete transaction without it. i tell it could be on older tax return (2011).

the rep extracts the first EIN she sees which turns out to be my CPA's. i inform the store 1 hour after confirming with my CPA. store tells me to come-in so they can swap CPA's for my EIN.

the swapping turns into a 6-8 week fiasco. the IRS faxed the store my EIN, and the state of CA faxed my business license and sellers permit. TMO still refuses to swap EIN number.

TMO also tells me that it's considered FRAUD to use another companies EIN number, after they knowingly & willingly continued to use my CPA's EIN number on my account.

i port my number from TMO back to ATT prepaid (unsure why ATT could do what TMO claimed they couldn't do - port Business-to-Prepaid). i never used the line nor did i ever receive a statement.

TMO billed me: $50 for credit security deposit (altho credit score was in the 700's; $40 for Kyocera bar phone (bought 2 add'l one at Walmart for $20 ea; and $50/mo for service (which i never used beyond confirmation of ported number).

TMO sent me to DCi collections. i explained everything to DCi and the account went back to TMO. they then sent the account to AmSher, then to Maury Cobb Collections (shady LLC posing as attorney office).

it appears wireless companies can do whatever they wish to customers b/c we forced to agree to their [censor] terms & conditions in order to engage in any type of relationship.

corporate america better wake-up soon b/c people have had just about enough of their shenanigans, mistreatment & abuse.

do the right thing TMO; remove the $120 charge-off entries on my credit report; unlock my 3 bar phones or refund my $40; refund my $50 security deposit, and for the love of francis - effin APOLOGIZE for mistreating the very people that FUND your shady organization.

meanwhile, my boycott will begin once i find a safe place for my 3 tele lines.. peace-out TMO!

Hello, I have been receiving notifications from google play and many other things which is normal. However, lately I have started receiving notifications about music videos that I have been interested in which I found interesting - not bad. However, today I got a notification for a song that I clicked on out of curiosity and it was a song about "#ing someone else's #" and I am not sure why I am receiving this kind of #. Please let me know if there is any way I can stop receiving this degradation of humanity. Thank you for you time, and yes this is a formal complaint about the services provided. I think the phone company should be aware of what they are doing and fix these perversions. How can I opt out without switching to a different phone service?

I'm not satisfied with T-Mobile service and I'm thinking about switching to another provider. I always pay my bills on time but their service is really poor. Recently I discovered a new unexpected problem. When I enter buildings my phone stops working! I can't contact anyone until I get on the street.
I simply can't rush to the street every time I need to make a phone call!
I tried to get help from T-Mobile and received only empty promises. They said they'll fix that and they said that for over a month now. What a joke! They are the worst ever, don't use them!

For 5 mos. I have been trying to resolve a billing issue where my bill has varies and is still $40 or more per month higher than told and should be. They cant explain why and have not tried to resolve it at all. I also am frustrated with so many service drops in a metro area of Madison Wi where they say they have strong coverage. The Costco rep. John in Middleton kiosk has been awesome but also cant make progress. At this point, going up the ladder in T Mobile with now ignored response, I just want out without ANY incurred cost and will turn im their phones. I am at a loss of who else to turn other than maybe Costco who reps this product where I purchased it can help

From February 15th through March 5th 2017. I switched phone companies after not being able to resolve the problems I was having with T Mobile. Their customer service was very unreliable and misleading on multiple occasions. I was told a multitude of answers for the resolution of the problem of paying off my phone lease and purchase and I never received the same answer twice by every single person I communicated with. I was lied to by multiple representatives about having calls returned and emails sent for verification's that were never sent as promised. I was recharged for service that had already been paid. I was told the phone I was leasing had been paid off and that the phone would be unlocked by TMobile for use with any other company that sold service with the same smart phone. I was told so many stories by different representatives that it was exhausting. It wasn't until I threatened to contact my attorney that they finally validated the resolution by email to resolve the issue. I will never use TMobile again and I have been with them for many years. They are very undependable and misleading. I would never recommend using TMobile unless you get every single communication from them in writing.

As I was not going to have access to my phone, I suspended my account [protected] at the end of September, 2016. T-Mobile took an unauthorized payment from me in October which closed down my bank account. When I attempted to re-open the account in February, 2017, I was informed that they had lost my number and they wanted more money. I made numerous attempts to speak with someone about it and they promised to have a supervisor call me back. After six days of trying, they have still not responded and every time I call them, I get disconnected or misdirected.