T-Mobile USA
Reviews and Complaints

T mobile affiliates itself with a company that is selling customers phone numbers. Upon completing an unsatisfactory survey for an issue with my phone, I started to receive a flood of unwanted calls from a company that claims to be responding to a 'survey for health insurance... ' and another scam... ' a survey about interest I completed in blue cross blue shield. I have had the same insurance for over ten years, cigna. I have not completed any survey for health insurance, nor would i. I don''t even do hardly anything online. These harrassing phone calls started with 2 hours of completing the survey for t mobile. The phone numbers are so many, you can't even block them all. They are stealing numbers. If you google the numbers, you see that all these people have been harrassed the same way. I have filed a complaint with the bbb and the fcc. I am going to continue fighting this until they are shut down. T mobile called me today, 8 times on my work cell which is not a t mobile number it is verizon. He tried to lie to me and said he only called me 3 times. I had 5 voice mails from him, so go figure. I said I was returning his call, and all he would say was he was calling about the bbb complaint I filled out on line. I explained all the issues I was having and that I would continue to file complaints until they resolved it to my satisfaction. He admitted they use a company for those surveys but said my issue was with them. We should hold t mobile accountable because they are the ones releasing our phone numbers to these people and t mobile is the one paying them to conduct their surveys. T mobile is the one accountable. Please do not use t mobile. If you do, under no circumstances complete any surveys. This is horrible. These people call me 20 times a day every day. I answered the phone one time and asked them to stop. This man went nutso on me and yelled at me repeatedly... 'do you have high blood pressure... ' until I had to hang up on him I am so infuriated. The numbers are so many but I will list some of them:
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I am writing to inform and hopefully in a small way maybe get some pay back the way I was treated and hope no one uses t mobile again. My story started in June 2011 I purchased a My Touch 4g and upgraded my contract. I first of all was about to go in nursing school and work full time and I needed access to my online class anywhere, so because the my touch had a built in hot spot that was the feature I needed. The t mobile representative never told me there would be a hot spot charge on top of the Internet charge 30.00 and additional amount of 14.99 if I would have known that I would have not bought the phone because I work for a living and on a budget. So on my first bill was higher than quoted contacted t mobile and was told they had changed there policy and was charging for the above feature and now if I wanted a hot-spot I had to pay for it. again additional 14.99 so after a run around that went off and on for about 3 months before resolve. they gave me a deal I thought which found out later in fact this week that I was paying for 5 dollars more and charged twice for same service. Which after finding out what was being done I had the service changed a day ago and when contacted them on correction I was told it was in contract which by the way I never received. But my story gets worse my wife phone has been acting up so when I saw the ad for free phones going on Feb. [protected] it was time for a change. so I contacted t mobile on sat evening and spoke to representative who stated to me I could get a free phone which is fraud because you have to pay for the phone up front and get a actual rebate after 6-8 weeks then you get your money returned from the purchased phone. Further representative went on to say I just needed to go to the t mobile store and get the phone because if I got the phone from customer service I would pay for shipping. The phone was galaxy 2 which would be 249.00 up front w/ rebate. I as paramedic had to cut conversation short due to call and representative called me back and further repeated the same deal as above. So I got off work and went to the t mobile store and stood in line for 30mins before I was told I needed to get on a list due to them being busy with the supposed free promotion. So then I stood waiting to be helped for another hour and 1/2. My name was called and once seen finally I was told that I am not eligible for the full upgrade only a partial and I would not get a rebate. The salesperson said she would not honor what t mobile just an 3 hours ago offered and she said I needed to call customer service. So I left store contacted t mobile customer service which by this time my anger over the constant continued run around was high. After about a 1/2 hour customer service contacted me back only to be met by a condescending African male representative and when I stated I needed supervisor after waiting on hold for 20mins I get another supervisor also African American male and after sitting on hold I get a feminine speaking causian male who states to me you want to cancel your service which I never up front stated. So I again explain above all over again only to be met with a condescending attitude telling that according to his notes that the first representative told me that the phone was 249.00 out of pocket and his notes state nothing about me getting a rebate which I believe they omitted what was originally what was offered in beginning to cover themselves because when I asked if talked to the original representative the supervisor stated he didn't have to and he had her notes which when I was at the t mobile it was stated the offer I was originally quoted in the previous customer service representative but the store could not honor it. So to make a long story short t mobile did not honor anything they offered. I believe that t mobile does not care about there long time valued customers I have been with them since 2005 and have always paid my bills in timely manner and I also believe that this promotion is a bait and switch of the worst kind. This incident I believe proves customers are misled and should be further investigated and I hope one of the t mobile leaders see this complaint and knows that on June 2013 when my contract is up I will no be a t mobile customer and my new quest is to put this complaint on every web site that will let me. And nothing they do from this day forward will ever satisfy me enough to change my mind.

After many years of dealing with odd charges (some reversed, some not) I finally cancelled my service in September of 2011 (contract was up August 12, 2011) Breathe easy right? Not so much, today January 24, 2012 I receive a letter with charges of $15 for phone service which is odd as not only is this a small amount compared to the $200 I was paying per month, but also because I was on the Flex-pay (must prepay every month for service) so I decide to call.
I then find out I have been turned over to collections via the automated system which so abruptly disconnects me when attempting to speak with a representative. Next, I call from my fiance's phone to see if I can get some answers from an unrecognized number (I ported my number to the new cell company, so it remains in their records attached to my account), although I do manage to get through to billing, upon questioning her regarding the $15 charge and requesting the name and number of the collection agency I was supposedly forwarded to, she immediately disconnected me... Really. Rude? YES, however I am reminded of the many reasons I am glad to not be using T-Mobile. I will be calling back and attempting to speak with a manager, maybe by December I will actually have an answer.

Brought a new T mobile 2 yr contract on the 17th of december>there was a promotional offer on 17th and 18th dec where samsung galaxy s2 was available for $0.00 with unlimited data and voice plan which comes out to $90/month.the authorized dealer asked me to submit 2 rebate forms.one for $ 50 and other for $200. now T mobile rebate centre are saying that they can only approve one rebate and they receive the $50.00 rebate first so that will only be processed.the $200 rebate is void now.this is complete cheating I did what was told to me by the authorised dealer and now he is also not answering the calls and helping..please help..

On April 24, 2011 I went into my local TMobile store and purchased a Dell Inspiron Notebook and purchased 3G wireless service to go with it. The problems started immediately. I returned the Notebook to the store the next day in exchange for a new on that worked. I was given the impression that it was the Notebook. However, I was a loyal TMobile customer for about 8 years so I trusted their network wasn't the issue. Until I had problem after problem with the service - no connection, getting kicked off, super slow speeds - it was virtually impossible to go online and do what I needed. So I called T Mobile, a lot. I was given a million different excuses for 7 months! They ran the gamut from my notebook has a virus to changing my plan to 2G since that's all I used. I called so many times it felt like a 2nd job. I also, was continuing to pay my bill even though I was not receiving the service they sold to me. Well, I only could use 2G because I found on on November 7, 2011(7 months later) I was helped by a customer service rep (Theresa) who ran a speed test and found "the speed of the Internet slower than dial up!" Well, I got a supervisor to give me a seasonal suspension for 6 months due to my unwillingness to keep bad service. It was then that I started demanding my contract be terminated, that I was sold a product that they failed to provide and fully expected an apology and a refund for the prior 7 months of payments I made in good faith. Ultimately, I was credited for 2 months and told the seasonal suspension would cost me $10 a month but, they would not let me out of the contract or give me any other credits. I persisted. I have gone through the BBB and at this point an offer by them is they will let me out of the Broadband contract if I give them the Dell Notebook. I am told that my network now is up and available at 5G unlimited - now 9 months later? That is ridiculous. That is puzzling to me seeing as I bought and paid for the Dell notebook which is my private property. They didn't provide a 3G service that was sold to me ($39.99 month and contracted for 2 years which also upped my 3 phone lines !) and they have a stipulation (give them the $300 Notebook) to let me out of a contract that I was honoring all along. Lupe Chase is the representative who is pulling the bribe [protected] ext. 3417986 - she should lose her job over this type of harrassment. This is cronyism and abusive deceptive practices at it's best. I should not be obligated to give them anything as they defaulted on this contract. Especially private property in return for them ending the contract. What's next my car? A flat screen tv? I want to be let out of all obligations to TMobile as it sickens me to have to go through the stress of this.

I contacted T-Mobile client services prior to my trip to Germany to inquire about any fees involved if I were to make calls while I am there. I was already
on the international calling plan with T-Mobile. And my specific question to them was, if there would be any additional fees if I made calls while I was in
Germany and I was told no. I could have easily avoided using my phone but I relied on this answer and made calls. I was shocked when I saw my bill upon my
return. I am not an irresponsible person, never had any delinquent accounts and
I am frustrated that this will affect my credit score I worked so hard for. I
probably would give in and pay it, just to prevent this from happening, however
I am a cancer survivor and am still paying my bills for treatment. So really strapped for cash. I know my budget and I would not have gone over it, this has
been a very stressful situation for me. Please help... I tried calling so many
times, got hung up on, was on hold for nearly an hour, even tried mailing a
letter. No one will listen and they think this is justified. But not in my
opinion. This is VERY out of character for me. I am responsible and pay my bills.

I am so sick of pop up adds. But just when I thought i’v seen it all. But t mobil takes the cake. I was checkin my email and a friend sent me a message, but I can’t ancer it becouse when I click io read box. T mobil’s pop up add covers all most my hole page, and I can’t read my messages. That’s not right. Something has to be dun with all of these pop up adds. I don’t even use t mobil. All of these businesses need to stay out of peoples privet lifes. If people wont to do business with them we know how and were to find them. They need to pass a law and do away with pop up adds.

Or better yet make wone web were you can go to and scroll downand click on to. And what ever pop up add that you are looking for will pop up. That would take care of the pop up crap. Thank you. Jim l. I had an fraud account with this company. They told me the account was closed out and I would get a letter in the mail in 3 business days. I have yet to get the letter and when I called them they had no idea of the letter. So 3 weeks later I get a call from a collection agency saying that I owed them 380 dollars. I never even opened the account with tmobile and theyre trying to charge me for them releasing account on my name.

Not hardly getting a lawyer and were fixing to see how this case goes. I will not and am not going to let up even if they try and back out of the charge its not happenening theyre going down this time because its ###.

I have set up a contract phone with t-mobile about 5 months ago and they have consistently over charged me. this has happened on four separate occasions which has lead to me being refunded some of the money. This has happened for a fifth time and has now made me occur charges with my bank for £30. This has made me over drawn on an account that has no overdraft! This has become a regular occurrence that is stressing me out and it has become ridiculous. T-mobile will not allow me to cancel my contract with them and I feel that they should allow me to as they are incompetent and are unable to deal with my account properly. I have asked them also to block numbers but they are unable to do this. I am wondering what steps I can take now?

To whom I may concern.

We sign a contract with T-Mobile Service for paying family plan at $59 for 700 minutes usages. We also pay $15 text message for each phone. We don't need the Internet plan. However, this month we noticed that our account was charged for $50 of using the Internet access. Our phone (HTC HD7 phone already had WiFi). We have been using the WiFi to access to the Internet at home and at work without getting charged at all for over 6 months since we first sign the contract. Now, T-Mobile just changed the plan and charge us $50 for using their Internet service without our permission or authorization. We call the customer service and they told us that they now block our Internet access but we have to pay the $50 for whatever it happen of this month. I told them that it's not fair for us just paying the $50 extra on top of what we support to pay for. All they told us that we need to pay the $50 for using their Internet service. They can't adjust it. As a customer, we don't see that fair to us at all. first we have not done any change on our account. Second, T-mobile just change the plan without need approval from their customer. Third, T-mobile just want their customer to pay some $$$ for their company. We think, T-mobile just want to make some $$ from the customer as much as they could. we try to ask them to get rid of the $50 that they charged us, but they said they could not do anything. All they told me was Sorry, but we need to pay the $50 charge.

I don't know who can help me with this problem, Paying $50 not a problem for us, but if this thing happen like that, T-mobile will rob a big money from their customer. Please help us out... we need the justice please...

Thanks

If you need anything, I'm always willing to answer all your question. Again... we need your help.

Just purchased a phone from the Ameritel store in Lynbrook, NY. The phone was defective and the store rep said that he could fix it with an upgrade. Well the upgrade didn't work. We wanted to return the phone but were forced to pay a $50 "restocking fee". When we requested to speak with the owner of the store, the employee called the owner who refused to talk with us. The employee then said "why should we have to pay for this defective phone. You took the same risk we did in purchasing this phone." When we asked for the owners name or some kind of contact information for him, we were refused that information as well. DO NOT go to any Ameritel store, especially the one in Lynbrook NY. Instead of going to an authorized retailer, go to an actual T-Mobile store so there can be some kind of accountability.

T mobile, small company they are not worth the name or anything else... I had request them to into new account because my bank as a pending hold and my bank to me that they need tmobile to release the hold, but the need a letter from tmobile, well tmobile don't have time to send a simple fax to clear the deposited, because its has to be process by another company who handle that. OMG make no sense and ridiculous, cs supervisor to hand the situation and they don't have manager above them, they think we are stupid and company don't have manager on site. It's call lazyness! I wouldn't recommand tmobile for mobile services...

Last month a rep called me because I was on a month to month. The rep offered me the same exact plan that I had 1500 min two phones with unlimited Internet free nights and weekends unlimited text messaging and they would pay off two phones I had purchased except for 50 dollars and if I wanted Internet on the other two lines I had four cell phones altogether it would be 10 dollars more a line. All for 119.99 plus a 20 dollar discount. Well I received my bill 394.00 I called and spoke to a rep named jamar he spoke to the rep that did the two year contract. Oh my month to month bill was 225.00 so 119.00 was a great deal anyway. Jamar told me that they did make an error and that the rep would call me and fix it. Jamar told me that he would check it the following day to make sure it was corrected. Well I received no call from rep no call from jamar. I checked my bill and it was still the same. I called tmobile again different rep and she argued with me and said it was staying as is. Today I went to tmobile and asked what my regular bill was he told me 170 something not including taxes I tried to add Internet to the other phones we instead of 10.00 again like promised it was 30.00 each. I then had to change my plan lower my minutes due to the lies. I ended up paying more. And to make matters worse I'm now on a two year contract. I asked them to pull up the recording as it states your being recorded and they told me they didn't record it they only randomly record so another lie. I told them to contact the rep who changed my plan and again they told me they could not and did not know why they offered me this plan. Please help me do something to prevent tmobile from screwing someone else. If I cancel I have to pay 200.00 a phone so it would've 800.00 there cell service is terrible but I stayed on the month to month because it was cheaper then the competitors.

Company has informed me that My mobile number has selected for prize of GBP 2, 000, 000. Kindly confirm genuiness of the lottary. They have issued me ref. number--- Winning Reference No: TMP/PR/010/06/12/WIA
Kindly confirm the following details:-
Dr. Rogers Marks (Events Manager)
Coordinator for T-Mobile Mega Million Promotions.
Tel:++[protected] .
Email: [protected]@live.com.
If this mail is true then how I can get the prize in my countary

I called sales and was offered a plan for sixty dollars unlimeted talk, text, and data per line with two free phones in a family plan. Wow I thought that was awesome. I asked if I could get my numbers ported in from my previous carrier and I was assured most definately. After my phones arrived I spoke to customer care to get my phone numbers ported because I was advised by sales to do that. Not only did they not have the sixty dollars per person family plan we did not even have a family plan. We had an individual rate each for eighty dollars each. Customer service rep told me she would make it sixty each and bring to a family plan and port in the number. When she was done she said she could not port our numbers in that she has to transfer me to another department. Then for some strange reason my line was disconnected and I was calling from my home phone. When I called back I was on a family plan but the rate was not at $60 per line as I was promised again. Then the new customer service rep said there is no such plan. The plan is $70 per line per month. I asked to speak to a supervisor spoke to brook. She said nothing she could do no such plan she cannot bring a plan out of thin air. Then I see a commercial for $50 a month each for a family plan. I called again and I was advised that I do not qualify because of the conditions on my phones was sent for free. I quickly responded the ad did not say that. Of course I returned my phones as quickly as I could called with the tracking number and informed tmobile to cancel my account because I am way before the twenty days. I do not owe tmobile a penny. Cancelled my account completely. Tmobile is the most dirty handed, fraudulent, lying. Immoral business I have ever dealt with. I was lied to, and then they actually tried to convince me how they were right. What an insult to me and my family. Whomever I meet I will tell my experience with tmobile. I honestly feel bad for all tmobile customers that are trapped in their web of contract. Good luck. I advise everyone whom has problems with tmobile to contact the bbb in washington.

Had T-mobile 5 Favorites Plan, found a better plan and made changes. Next day my log-in wouldnt work. Created new log-in, was on the wrong plan and could not find the plan I switched to on the new log-in or on the main T-mobile page with-out the log-in. I was switched to an expensive prepaid plan and the Customer Service is also diffrent for the Prepaid branch. The CSR's were not aware of the plan I had chosen on the Contract Phone page. I am not certain my request to switch back to the 5 Favs plan will be honored ( was past the 2 year agreement) and had to pay on the prepaid side to have phone service. My payments on the 5 favs plan were up to date.

Single parent. Minor ran away. Police report made. Get bill from t mobile in son name. Contacted t mobile informed them service was given to run away minor and to cancel and print out phone call bill so I could find him. Minors can not enter into legal contracts. As parent provided birth certificate of minor, cusody order, police report. T mobile refused to do anything unless I knew pin number. Ethics and law are secondary to money for this company.

T-Mobile upgraded a defective phone (Samsung Memoir) to an android phone (Samsung Behold II) which requires a data usage plan. We were told the defective phone would be of equal or lesser value. They defrauded us by sending us an android phone which requires an additional charge for a data plan of $30.00 per month. Our monthly charge was $89 before and after we received the android our prices went up. We disputed the charges once we found out. But we were never made aware of why. We went through a time T-Mobile would not answer our calls. Corporate treated us with disrespect and hung up on us and spoke to us like we were incompetent.Sometimes we called in we weren't given reps name. A conversation with Luca Chase was a waste of time as she spoke over us while speaking with her.