T-Mobile USA
Reviews and Complaints

I purchased a new cell phone and upgraded my service in in June or July of 2009. I received a bill in July for over $100 which was in direct contradiction to what the cell phone sales person told me(unfortunately I didn't start saving these "erroneous" statements until later). The reason that this complaint is directed at T Mobile is that, when I called to find out what the charges were for I was told by a representative that the statement was sent out in error and I in fact had a $0.00 balance. I received another bill in July for $52.53 and again I called T Mobile's customer service line only to be told again the statement was sent erroneously and that I still had a $0.00 balance. I received another Statement in August, this time for $82.98. This time I began taking the names of the representatives I spoke to and it was Carlita who told me I still had a $0.00 balance. Today I received another Statement for the $82.98 and called to complain about constantly receiving erroneous bills only to be told by Brian that the charges are valid and have always been valid. As it turns out, after I bought my new cell phone and upgraded my service I was being billed for service from my "old account". It was never explained to me that I had an "old account" and I had no reason to believe that anything other than a new cell phone and service upgrade would be integrated into my already existing account. In fact as seen in the aforementioned dialog, even the representatives at T Mobile were unaware that I was being billed for two separate accounts and thought that my statements were all in error. Believing that this is an unfair business practice, I spoke to a supervisor named Denise who not only refused to help but was also aggressive and talked over me. I am of the opinion that the financial hardship I'm going to incur from this ordeal are the direct result of deliberately deceptive policies instituted on the executive level. Denise's rudeness was probably her own fault.

You have appearantly been hired by T-Mobile to collect on charges incurred after I closed my account.
The day I was no longer bound by a contract with T-Mobile, I transfered the primary number ending in 4877 immediately to a vorizon account and dropped service to the second phone 4878 entirely at the same time. I no longer held a contract of any kind with T-Mobile, the account was closed entirely. No T-Mobile service of anykind to either number. No account of any kind with T-Mobile open in my name.
One month later, I receive a bill from T-Mobile for charges on the 4878 number incurred after I closed the account.
After much bafflement and research, I got to the bottom of it.
A T-Mobile agent in a Mall outlet had coached the individual holding the now non functioning 7878 number on how to avoid paying a $200.00 deposit she could not afford for her own T-Mobile account. If she could give him my Social Security number, he could restore service to the 7878 number.
The individual being young and ignorant did just that. Upon returning to him with my SS#(acquiring it without my knowledge or consent), the agent reopened the account in my name, without my consent, for an individual he knew was presenting a Social Security number belonging to some one else. This was a highly fraudulent transaction, encouraged and perpetrated by a T-Mobile agent. I emmediately contacted my attorney who addressed this issue twice with T-Mobile. It was our understanding the matter was closed at that time, and I was not responsible for the bill incurred after I had closed the account in its entirety at the end of my contract.
Why this is still an issue is beyond me. Should T-Mobile persist, I will once again acquire an attorney, ultimately at T-Mobile's expense.

My current bill with T-Mobile, I believe, is improper due to the following persistent, recent service problems:

1. My daugther, who recently switched from another cell carrier to my T-Mobile family plan and had no service problems with her previous cell carrier, states the following concerning her T-Mobile phone service:
"The problems I've been experiencing with T-mobile have been outrageous. Within the first week of coming on to my father's family plan (just him and I), T-mobile managed to 1) mess up my order, 2) charge my dad for 3 extra phone lines, 3) send my phone to the wrong address, 4) didn't inform me that it could only have been sent to my dad's (billing address), and 5) be rude to me when I called to complain about their mistake. It took awhile to actually talk to someone that heard me out and actually fixed my problems.
As if that wasn't enough to make me dislike T-Mobile, I started using my new phone in my room and noticed that the service is so poor. This shocks me because before using this phone in the exact same room I was using an AT&T phone, and the service was PERFECT. Since I have switched to T-Mobile I have experienced poor service in the SAME ROOM, barely receiving 1 bar ever. I'll try to make a call and it won't let me, saying "no network" or "emergency calls only". This means that there is no signal, so my choice is to either press the send or call key until it actually goes through (which is usually about 25 times if it decides to work) while waving it around the room to find a signal, or walk all the way upstairs to where there is at times service. This problem prevents me from receiving calls and texts, either never or hours later from when they were sent.
My point is, since I switched plans, I have been, 1) paying more with T-mobile, 2) experiencing poor/no service, 3) conversing with RUDE employees who are no help and do not know anything about their company-- one man actually told me that the phones are sent to an address already activated, and that there is no number to call to activate the phone.. which is not true at all, because a different T-Mobile employee told me that is ridiculous and false, and that no cell phone company does that for security reasons. Therefore, my overall experience with this company has been HORRIBLE. I have never been so unsatisfied with a cell phone company in my life. And there is no excuse for having all around bad service when other carriers can pick up a signal in the exact same room, at ALL times. If there really isn't a way for the T-Mobile company to fix the quality of their service, they should reconsider their prices and inform customers of the poor quality before they decide to pay the type of money you ask for in your plans. "

2. I (the father, and one of two people, including my daughter, on my T-Mobile cell family plan), have experienced the following during the past two months: 1) poor international service where I would dial many times 5-20 times to connect, and I was charged for dropped or missed calls. I would call Customer Service and many times my pleas fell on deaf ears. My current bill is inaccurate because my international calling was not working properly, as I had to often repeatedly dial the same number, and I frequently experienced a dropped call while the phone rang. Also for a period of 2-3 weeks I was not receiving my international texts; it is fixed now. Furthermore, at home I have normally only 1 bar, and about 10% of the time I have zero bars and can't call anyone on my cell phone during period. On rare occassion I have two bars at home, but I can't recall any times when I have 3 or more bards at home.

I was recently also told by a T-Mobile supervisor named Angel that someone would return my call within 72 hours, after I complained about the above, but no call was ever returned in that period.

At this point my next step is to write to Customer Relations, and if my current bill isn't adjusted per the issues above, then I have no choice but the eventually seek another cell phone carrier.

To Whom It May Concern:

I am sick of getting the shaft from cell phone companies because I live in the U.S. If one looks at what some companies (some of which do business here) offer in other countries, U.S. consumers are getting robbed. I understand there are different countries, different regulations, and all that, but that doesn't mean I should act like I'm being done a favor if a phone is "offered" to me at $200-$400 along with another huge fee of about $30 a month EXTRA to use just data features. Things are getting worse as companies like T-Mobile and ATT move forward making data plans mandatory, even if the phone isn't an offical 'smart phone'.

If one goes on the T-Mobile UK site ( http://www.t-mobile.co.uk/ ), they will find top phones with the best technology for free. Many of the phones are not even offered here, but the ones that are cost hundreds of dollars. The contract on the UK site? 18 months. The required plans? 30-50 pounds, which includes minutes, texts, AND internet. Even with the conversion that's less for some of our provider's prices for just minutes.

I don't know the specifics on why there's such a dramatic difference, and if it has to do with government and regulation, but if this is the case, it bothers me that our government doesn't follow suit in what looks like a very advantageous case for the consumer. It also annoys me very much that a company like T-Mobile is able to come into this country and bleed consumers dry compared to what is offered in other countries.

I wish people would come together and challenge the providers on this. I know I speak for a number of families who find cell phones essential but are getting robbed when you compare the rates, data, and phone prices compared to other countries. We should use the internet and this information to our advantage, just like businesses adjust when they see their competition have different prices.

I will close with a few examples:
http://www.t-mobile.co.uk/shop/mobile-phones/price-plans/pay-monthly/combi/18mth-combi-30-free-webnwalk/blackberry/curve-8900/overview/
http://www.t-mobile.co.uk/shop/mobile-phones/phones/pay-monthly/sony-ericsson/w705-bluetooth-game-controller/overview/

Thank you very much for your time! I hope to send this letter and information to congressmen, cell phone companies, the FTC/FCC and media in hopes that someone spreads the word and takes action

- An American consumer getting the shaft

Customer Services
Head Office
T-Mobile (UK) Ltd
6 xxxxxxxx Way
xxxxxxxxTechnology Park
xxxxx
xxx3 xxx
United Kingdom.

We bring to your notice your winning prize from T-MOBILE BONANZA held through Internet ballot System among 25, 000 Microsoft users.

You are hereby entitled to 500, 000 GBP (Five Hundred Thousand Pounds) winning no: 7230.

To file for your claim, Please contact our customer services for validation.

Endeavor to email them the following information’s for immediate Processing:

Full Names:
Address:
Sex:
Age:
Country:
Phone no:
Amount Won:
Winning no:

Please send these info to our T- Mobile Bonanza claim Agent below:

Mr. Johnson Wright
Email: [protected]@xxxxxxxxx.com

Congratulations once again from our members of staff and thank you for being
part of our promotional program.

Send us an email When completing our forms please remember to include your
T-Mobile Winning no. to help us assist you with your winnings.

Best Regards,
Sward Brown.

I had T-mobile for just about a year and I signed up for 600 minutes a month and 100mb of internet and my monthly bill was 68.94 a month. I don't use the cell phone much ( on average 15 minutes a month ) and in July I was sent a notice from T-mobile saying my service was being cancelled on 8-18-09 because of a large amount of roaming eventhough I had only use the phone a total of 16 minutes in July. Well on 8-18-09 I figured the service would be stopped but it wasn't so for the month of August I tried not to use the phone anytime it was roaming and my total roaming for this month was 1 minute. I got a letter from them 2 days ago saying again that my service would be cancelled but this time it was for 9-18-09. I called them and asked how 1 minute of roaming time was enough for them to cancell me but all I was told was they were within their rights to cancell my service for ( any ) reason so I had them shut the phone off. For anyone thinking of getting T-Mobile think hard and try to get someone else.

vesta has charged my debit account for $10.60 for services--i've never even heard of vesta--the charges were made via web--this is fraud and i demand my money credited back to my account

I went to the tmobile site ang signed up for a monthly-billed flex pay account. I asked 4 different representatives to be sure that this was NOT a contract. Each assured me that it was simply on a month-to month basis no strings attached. So tell mw why is it when I went to cancel they said it would cost me 200 dollars to cancel my contract?

Contract? I signed NOTHING and
I agreed to NO CONTRACT

The representative said that I agreed to a 2 year flex pay contract by ordering a discounted phone. I don't see that information written even in the tiny print anywhere on my order form or any paperwork.

What can I do legally?

I received sms stating that I won 1m gbp - I paid the fees for the f. R. O. (That were my life savings) and then they requested payment for transfer fees - evidence of payment of the transfer service charge payable directly to the bank - i've requested that they deduct the transfer fees from my winnings and now all of a sudden their are no response for the last two weeks. I received the folowing documenttion from them
1. F. R. O (After paying r10 000 - 750 pounds) (Contact person: oscar alex dwayne - head of operationswith copy of pasport)
2. Overseas transfer application form (Filled in and submitted)
3. Certificate of award for 1m gbp (Contact person: kevin isaac)
I just want to know if letel lucreative bank is allowing these scams?

If you need to contact me you can use my email: [protected]@work247.co. Za

T-Mobile Refusses to recognize the island of sipan as part of the United States even thoe the are a common welth of the United Sates and are under the same protections from the FCC. They are specificaly named in the FCC manual as recieving the same bennefits as the Common Welth of Virginia. The have told me several times over the cource of the last week it is not part of the Unites States and refuse to recognize it. The are now charging over $300 to my account for text and talking. The person whe have been talking to is my daughter in our fammily plan with unlimited nights, weekends and texting. There Practices are discriminitory, preditory and unlawfull. What should T Mobile tell the famillies of the service men who died in World War 2 fighting for theses islands.

I had two unauthorized charges of $10.60 on my credit card bill from this company? I do not, nor have I EVER done business with them, nor do I use their wireless company!

I have 3 phone lines with T-Mobile. I placed a special alert on my account restricting any purchases on my account unless its me coming into the store with valid ID to make any changes to my account. They allowed my daughter to place new phone orders 3 times. I had to call in and cancel twice the third transaction went through! Although there is a restriction in place. Now my bill is going to be almost 800.00. I dont think this is fair! I am going to transfer my cell phone numbers and just pay the cancellation fees. T-Mobile SUCKS!

I am very to trouble you with this matter, have been a customer of T-Mobile for some time now and have been happy with your service until now.
I received my bill April 15, 2009 and was shocked to find six (6)call made to Devonshirebe and two (2) textmessages to China dated March 10 thru April 7, 2009. I emphatically deny these charges.
I immediately call the customer service to inform them of this mistake and was told since these charges were made from my phone there is nothing they could do this was told to me by Teresa ID#3829417, I then ask to speak with a supervisor I was given to Maria ID#2838053 who said she could cut the bill in half and let me pay $151.62 I told he I would not accept that offer as that would mean that I did make those calls. She promised to look into these charges further and give me a call with her findings - to date I have not received a call - not even to say she needs some more time to complete he investigation.
As a matter of principle I would like to have this matter resolved, this has made me very timid and regret the course I have taken because of this matter, before I felt very comfortable with your service that I had expanded my service with T-Mobile but have decided to forego the additional services until this matter is settle.
Sir, I would like you have one of you capable officers look into this, as I feel these calls were made by some member of the staff. Your response and settlement is highly appreciated.

We have had the Cameo Digital Photo Frame for about a month now. At first all the features worked perfect. But now we can only send pictures via the MMS service from cellphones. The feature allowing people to send pictures to us from an their email account is not being received by the Cameo Frame any longer. I've been waiting for a response promised from T-mobile but none has come yet. This is day 4 with no response from their customer support email. There is no support online that I could find. Seems to be a glitch in their service system.

A couple of months ago T-Mobile decided to change my plan without notification. Apparently the contract I had with them only had to be honored by me. I have a teenage daughter who is also on the plan. I received a bill for over $1000.00. I was in shock. I called the infamous 611 (customer service). This was the first of many long, exhaustings calls to T-Mobile. I asked "What happened to my unlimited texting and internet use?" Someone in customer service assured me it would all be corrected. My phone was disconnected. The next phone call to T-Mobile resulted in over $1000.00 of corrections in my favor with an apology. I was also assured that the plan would be corrected. They were sorry for their error which caused the disconnection. Now unfortunately, I am told that my original plan was cancelled because of disconnection. I must now pay 60% more because of T-Mobiles error which resulted in disconnection after they were supposed to fix their error. I am still battling with them and have been awaiting a return phone call for over a week. If I must adhere to my end of T-Mobile's contract------Why can they change it ----mess it up -----then tell me I must pay more for it to be fixed? I remind you that this was T-Mobile's error.

My account at T-mobile was closed on Jan. 6, 2009 and these people have turned my account over to this collection agency. They are harassing me and my mother through cell phone calls.

[protected]

Carly Dawson

My bank statement had two (2) un-authorized charges from vesta t-mobile in the amount of $10.70 each. While I did authorize the one time payment of 26.75, I did not authorize the 2 payments that amounted to $21.40. Please refund my money to me asap.

When I signed up with T-Mobile, I signed up for their Flex pay program and opted to have my account automatically debited every month via Easy Pay. My billing statement states that my bill is due on the 14th of each month, but Easy Pay deducted my payment on the 12th. At no time was I alerted that my payment would be due 2 to 3 days (per the T-Mobile rep I spoke with) before my actual due date. I never signed any contract stating that it was okay for Easy Pay to deduct a payment prior to my due date. I had just put money in my account yesterday to pay for my bill due today only to find out it had already been deducted on the 12th. I did not have sufficient funds on the 12th (hence the deposit to my bank account on the 13th) so I was slammed with a $35.00 overdraft fee. Now this may not seem like a lot of money, but I am the only one working in my household at this time and I am living on a tight weekly paycheck to paycheck budget. So $35.00 means that I either have to pay another bill late and incur rediculous late charges or not put gas in my car and use my few vacation days left to call off of work (which with how poorly business is going is really not an option at all because I fear losing my job at any moment). I spoke for over 2 hours to a combination of two T-Mobile customer service reps and a supervisor. The supervisor told me that that was how Easy pay worked and that it was not a T-Mobile error so they would not debit me. After endless arguing with no end in sight I said I was going to cancel my account and never have anything to do with them again. The supervisor said "That would be fine, but you would be charged an early cancellation fee of $200.00 anyway". Goes to show how much they care about their customers. I wouldn't recommend T-Mobile to my worst enemy