T-Mobile USA review: unauthorized credit card charges 331

T mobile has a scam going, each month some outside company is allowed to bill charges to my phone via T-mobile. However T-Mobile has no way of stopping these charges, even though you never actually received these services. They claim they can neither stop all these charges from appearing on your bill. I informed them that I was not going to be paying for charges I never received but they still want me to pay. I have never received cable, nor electrity or water or any other service from one company and then another outside entity is allowed to bill me via the company i'm receiving services from. It definitely sounds like fraud. I will definitely be contacting the Better Business Services. Unsatisfied T-Mobile Customer!

Trying to resolve my permission access level online for at least now almost 2 months and still hasn't been resolved. i Have called about 5 times as of today to resolve my problem and every time i have called it was at least good 42 min per call. it's very weird when they say they will give you a courtesy to see if everything is fine and working the way you want it but THEY NEVER DO CALL cause they know they didn't resolved the problem. At this point i am sick of calling tmobile week to week for such simple problem but they are not getting it right.

I hav been with TMobile since 2006 with no problems until this April 2011 when I ordered a new cellphone LG Android. It was found damaged in shipping by UPas. I called immediately to Customer. Support and I didn't even try to activate. They said ship back per UPS and we will ship you another immediately. I received the new cellphone and thought that was the end of it. But after 3 payments were paid I called Customer Service to find out why my monthly bill was still high. My cellphone was paid off. It was then I was told they have no record of me returning the first phone and even. Though they could see that the first phone has never been activated and they could see I was using the second it was too bad. I have no choice but pay. There was a tracking request the find the returned phone but it was returned with the comments that there was not enough info to track. So far I've been charged under other charges $500 over my costs. They have been rude and past me from Rep to Rep. Then they attached a flag on my phone number I'm sure because everytime I call in I get the message that there will be exstended wait times. But if I call in under my daughter's or her husband's cellphone I get a Rep without the message.

Ordered Cell Phones and one didn't work. I called and they said that the battery was dead so they would send me a new one. I waited awhile for it to come and that one still did not work. I called and the guy that answered was like okay what is you account number and he looked it up and said yes I see that you have $68.31 bill. I said well I got the phones and one did not work and you guy's send me a new battery and that one did not work so I called and cancelled and he said well due to buy'ers remorse you still have to pay for the activation. I was like I didn't even turn them on, he was so rude and said well there still is a charge. So I said ok if you don't delete this charge I am calling the Better Buisness Bureau and he's like well it's still the Buyer's Remorse.

Since I last contacted the Executive Response team in April, I would like to briefly tell you what issues I have had since then. Sometime in May, within 30 days of receiving the new HTC G2 phone that I have I started having problems with it. The main problem is that the battery will only last about 4 hours and that is without any usage at all. After multiple calls to the customer service and staying on hold for hours, literally. I was told that it was the battery I would have to purchase another one if I thought something was wrong with this one. After being transferred 4 or 5 times I finally spoke to someone and I was sent a new battery. I tried that for 2 or 3 weeks called back to customer service as I was instructed and was told to turn off all the apps because it was apparently draining the battery. At the point my question is, I have this fancy smart android phone and I can't use the apps because it drains the battery? Well, yes that's correct, according to your customer service agent. So the support department lead me through turning off all the apps. So now I have a phone that I can make and receive calls only. No better than the $19.95 prepaid phones at Walmart. The battery problem did not improve. I sit around a couple more weeks questioning my sanity for paying such an outrageous amount for service and it sucks. Sometime during June I called back and they told me to go to the nearest store, and somehow during that conversation the agent changed my plan and my bill increased yet again. I still have not figured out why or how that happened, I thought I under a contract.

So, in June I go by the nearest T-Mobile store and they said they turned off everything except my primary email account maps. According to them everything else was disabled. So no bluetooth, FB, weather, news, nothing. So in June I saw a $50 plan advertised. I had been laid off for a few months so I called about lowering my bill to this plan. Well, I can't do that either because I'm already on a contract. So, I asked if I could lower to a cheaper plan. Well, I can't do that either and was given a number of reasons, or excuses. So I asked, well can you at least give me a phone that works. Well, we can't do that either since you just upgraded a few months ago. You'll just have to buy a new one. Honestly, I got sick of dealing with T-Mobile so I stopped calling for a while. Then earlier this week I called to see ask how I could backup my phone and got some information about being over the data limit and I was being charged for the overage. Well, guys, that is where I throw in the towel. I mentioned earlier what happened in June, well the only thing different that has occured the past 30 days is that I have gotten some battery upgrade notices and I followed the instructions. After being on hold for 49 minutes Tuesday evening I was told it was probably that if nothing else has changed in the past 2 months. I am certain that is what it was. I called back yesterday and was on hold for 1 hour and 15 minutes to ask what I could do and guess what, I can change my plan again but my bill would go up another $30. So now we are talking about $120-$130 a month for a single line plan that you also sell for $50 a month.
I have been trying to resolve numerous issues with T-Mobile for over 9 months to no avail. Over charges, dropped calls, no response, bad service, lousy equipment, etc. etc. etc.

I received a charge on my credit card from this company. I was curious what it was as I've never owned (or will own) a T-Mobile phone. I called the number, I was told to leave a message. I called my credit card; the customer support lady said she's seen this fraudulent charge before. Lucky, I was only charged once.

Went to a T Mobile store in the mall, and upgraded my phone $129.00, along with a 2year contract, and an additional $30.00 monthly interernet service fee. Three weeks later, see a ONE TIME UPGRADE FEE $18.00 on my monthly bill. I call the billing area to learn more about this rediculous fee, and ask when was it implemented and expected to be disclosed to the customer? (We have been a customer for 12 years, and never experienced this cost before). I was told this is a non-waivable fee, and I was past my 7 days to return the phone and/or cancel my new service. When I mentioned it sounded as if the vendors were trying to push their customer's out the door, and go to another vender to avoid upgrade fees. I was then informed the upgrade fee is less then the new activation fee. Also, this has become a common fee through out the industry. I will not be re-instating my future agreement or the additional family memebers phones.

It's amazing to see how T-mobil takes advantage from customers charging for items & make them accountable. C.Service & whole T-mobiln sucks!

Agreed! Amazed they are still floating.

T-Mobile is THE WORSTE phone company I have ever met in my life! Dropped calls, phone freezing up, random ### fees... customer service won't do ANYTHING to remedy the issues. We pay almost $200 a month for unlimited everything for 2 phones, and we hardly get to use it to it's full potential because of our area. T-mobile is fully aware of this problem, and will not do anything for us. If we want to downgrade our account, we have to renew our contract, no exceptions. We got better phone AND customer service WITHOUT a contract when we were with CRICKET! Can't wait until our contract is up in February! =-D

I have recently had an expirience with T-mobile which I would like everyone to be aware of. While they treat you right when your signing a contract or renewing one, they certainly care less about your issues ones they have you on the hook. I got suckered into a two year contract by their lackluster offers and started having issues with my phone since day one. To this day, after sending me warranty replacement phones that work for maybe a whole week at a time, they refuse to help me purchase a different phone at the new customer rate since they feel that me getting the warranty replacements should resolve the issue. I hate T-mobile and do not recommend them to anyone that would like to have a working phone & service. On more than one occasion they have expressed by their actions that their business model is profits over customers. The business model of champions.

Parents, if you have kids with lines without data plans, please check your account.
I have two lines. One for myself and one for my son. Mine has a data plan and his does not. He uses our home wi-fi for data access which is free.

Today my son tells me that he received a text message a few days ago that read …congratulations, you now have data on your phone if you choose to use it.

Horrified, I go online to discover that in 3 days of their “per unit” data usage I’ve incurred a $50 charge. He thought he was still using the home wi-fi.

Really T-Mobile? So if he hadn’t said anything, my bill after 30 days would have been an additional $500.

How dare you T-Mobile. Don’t add anything to my phone that I don’t ask for.

T-Mobile sucks. I had two phones that were bad, returned them both, the replacements were worse than the ones I sent back. both phones would randomly turn off and then turn back on, so they were sent back as defective. T-Mobile now wants to charge me a $20 per phone "Warranty Processing Fee" for the 2nd set of replacement phones. After an unreasonable amount of time on the phone to them, they agreed to credit $30 of the $40, but when I objected that the new phones only needed to be replaced b/c they didn't work (I wanted the whole $40 credited), the supervisor "offered" to credit the additional $10 if I would extend my contract with them by 6 months. How crazy is that? I had just told her that my contract is coming to an end and that the way this matter was addressed would impact my decision to stay with their company -- clearly, she either didn't care or was too stupid to understand that I am a VERY dissatisfied customer.

Twice now, I've filled up my flex account with a few dollars, only to have them "disappear" in the next couple of months with no charges to show where the money went. I've contacted T-mobile (by phone) many times and have been given the runaround by undertrained and apathetic operators. One woman (clearly from an overseas call center) told me it was the result of a charge to a number but she couldn't disclose the number due to Tmobile security reasons. She couldn't tell me what the charge was for either...just that it went to this unnamed number that was (in her opinion) a valid charge, though it couldn't be shared with me. Called again, only to have this employee say she didn't know why it disappeared but she'd credit my account, which she did. I was pleased...but two months later, the money was gone AGAIN. Third time I called and it was put back (this time by a male gentleman) only to disappear again a month or so later. Now fed up, I send a very detailed letter...only to get a response that they don't see the money I'm speaking of. Can I send more details? No, I'm not going to waste my time sending more details of something that I contacted T-mobile about for the very reason that I DON'T KNOW WHAT IS GOING ON. There's no billing. No charges. One month the money is there. A couple more months go by and it's gone. In the meantime, I dare not put more money in to go vanish down the rabbit hole. I've praised the services of T-mobile for years. To lose a loyal customer over 15 dollars and a laziness/unwillingness to do their job is, quite frankly, pathetic. I've brought this to the attention of 4 T-mobile representatives plus sent a detailed letter. At least the phone reps actually tried to look into it and could at least see the months where it was there and then vanished. It seems your corporate office wants to be spoon fed any and all information and research. After the contract is expired, I will cancel my account and take my business elsewhere.

My contract with T mobile expires and they keep charging after i called them that they should stop my service and i never use the phone again from the day i called them. They now want me to be with them by force.

I set up a payment agreement with t mobile and after setting up the agreement, the customer service rep, without authorization shut off my service. i did not realize the until the next day. When I called to complain and seek an answer to why this had been done, the reps were completely unable to give an answer and said that I had called to cancel my service .When I stated that this had never occurred, they seemed unable to say anything at all. i explained that I expected to be compensated for the time that I did not receive service and was told that although I had no services, i still had to pay for it. Several days later when I realized that the agreed amount for payment had not presented to my bank, I again called them to inquire and state my concerns about this ( as I know that this means that the process had been bungled and I AGAIN will be subjected to disconnection) I was told that they had already received payment. I called my bank and was told that the check had never presented for payment . AGAIN, I called t mobile to explain this . They were completely unable to offer any kind of assistance and only kept reiterating to me what T was telling them .The only words that these people seem to be able to verbalize are "i am very sorry for your frustration" but they are completely unable ( intellectually, it seems) to even understand what the problem is let alone who to solve it. In addition, they don't even seem willing to "hear" what the problem is.This company seems to be represented by completely incompetent, untrained, patronizing persons who should NEVER have any dealings with people and definitely NEVER any financial accounts of any kind. Heaven knows how much fraudulent funds they have acquired from unwitting customers due to their incompetence!

On 9-21-11 i went intio the store to get help with my phones .Ineed to switch my daughters smile phone to a prepaid phone . Plus get help with why my phone battery from my mytouch4g . I have security code on my account the girl didnt ask me nor did she ask me for my ID. I told n gave her my ID i said that their should be a code on my account n you should ask for my ID for my security puposwes.

Because someone went hacked into my phone logs already. Boy after I talked to her about that the sharp n sarcasim came every question that I asked her was sharp short n sarcastic. I was already tired n drained I didnt have it in me to argue with her so after numerous attempts of waiting n asking her how to unlock my prepaid phones n help with my phone I asked for the supervisor.

she came out she asked the rep did she put the codes in the rep said yea i was about to I saud mam no she didnt she didnt touch a button she told me that this store dont do technical work on the pohone and that I need to call costumer care. But costumer care told me to bring it up to the store it would be easier and less stressful so I that one of the reasons why.

Them to talked then I received no help the supervisor said that I need to call my self even after I told them I did I just dont have the patience for this anymore. I also reminded them that I understand that you have a half n hour to go but please dont put a 2g Sd card in my phone like the male rep did it a 4g but anyways I thought that they could have done a better with theier costumer care .

my concerns ws brushed off and basically received no help just a call costumer care.m I did nt come from across town for them to turn me down. I just for got the pin because I have a better phone its been 2years since i used the prepaid phone. I called technical support for the other phone issue oh yeah the the other reason why I came in the store just to show me how to switch and save my contacts to the next phone. every time I go to this store its useless .

the only reason to walk in the store now is just to purchase a phone, they need training on how to operate the phones and how to talk to costumers even if they or we are having a bad day. every person is just as important as the next or a rich person. I brought my friend with me to buy the sensation phone she saw sarcastic they was to me she changed her minded and said she rather go to verizon n pay a higher price but better helpful costumer service.

So that where we went to get her new phone.plus no one asked her for help while she was shopping around for a phone they act like she wasnt their. Just rude and inconsidrate ..Tmobile need to start rating the store s that we valued costumers pay a visit to from time to time.

I had service with T Mobile for a little over a year. Had many dropped calls and almost never had an internet connection even though I was paying for a data plan. Complained numerous times to customer service. They addmitted service was not very good in my area, even though they offered it here. I finally broke the contract because I was tired of paying for service that didn't work. I was charged with termination fees. I filled a complaint with the FCC. It is still a battle trying to get them to drop the fees. Shame on T Mobile, they should not give plans out in areas they know don't have adequate service. Be very careful where you live before signing up with this company.

Around November 29, 2011, my beloved Samsung Gravity 2 kicked the bucket after two years. She would power off randomly and after some troubleshooting, T-mobile decided to send me a replacement device. I was offered two devices (since the Gravity 2 was no longer available. One was a Nokia resembling a Blackberry; the other a Samsung TXT which resembled my Gravity 2. I opted for the TXT. I received my first (I've now had THREE!) TXT in the mail a few days later. Almost immediately I noticed I had one way audio on about 40% of the calls. I could hear the person, but they could not hear me. I called T-mobile and did some trouble shooting. They decided the device was defective and sent me another. My second TXT arrived in the mail a few days later. As soon as I booted her up, I went to sign into all my email accounts from the web2go feature (of which I am an avid user) and was irritated I couldn't get into my Yahoo! account. Since I hadn't sent the first TXT back, I placed the sim card back in that phone and found that I could access Yahoo! I called T-mobile and did troubleshooting on phone #2 to no avail. They decided to send me a third TXT. While waiting for my third TXT, the second TXT again displayed audio problems - one way audio and static. The Third TXT arrived. IMMEDIATELY upon use it displayed audio problems. I called T-mobile again (by this point I'd spent hours on the phone) and went through more troubleshooting - trouble tickets, checking the towers, a new SIM card. Nothing worked. I asked for a different device since clthe TXT has some issues. I explained in all the years with my beloved Gravity 2, I'd never had ANY issues and that it was very difficult for me to accept that there was not a known defect with my TXT(s) since the problem started the minute I switched. A representative informed me that she would send me a different device, but that she needed to call me back because she was having issues with the computer system. She never called back. This morning, after having one way audio during the second call (I have to power off the phone each time this happens to "correct" the problem), I called T-mobile back and inquired about what device I would be sent. After troubleshooting (probably the 5th or 6th times I'd been asked the same questions. Not very effective, you ask me)I was told that they could send me another TXT. I declined. I asked what sense this made since clearly there were major issues with the TXT. She informed me that the phone was not the problem; the network was. So why offer to send another TXT, then? Anyway, all of a sudden this morning there were "known issues" with the network in my area. So why did I go through 3 phones? And network issue for going on 22 days? I am beyond irritated and just want a phone that works 100% of the time. Or at least a healthy majority of the time. Also, I googled "Samsung Gravity TXT problems" and this came up oncnet reviews: "The problem with this phone is although you can hear the person on the other end, they can't hear you at all. This happens about 60% of the time. T Mobile sent me a new one because of the problem and I'm experiencing the same thing with it. I don't want t." Sound familiar?

I have now spent 22 days with a phone(s) that works approximately 40% of the time. I do not want another TXT; I am sure even if you are not that the phone is the issue. That being said, according to you, I will be waiting an undetermind amount of time for the network to be corrected. I am not happy. At this point, I have been credited $10 for two of the $5 shipping fees incurred for the shipping of the devices. I want all of them credited plus a reasonable credit on my account for this ridiculousness. Most importantly, I want a phone AND a network I can depend on. I am very, very upset. I have been with you for 8 years and used to speak so highly of you!

T-mobile about 3 months ago changed the due date of my bill by a week earlier which messed me all up. On top of that now I'm finding out the plan I signed up for is not the plan I have anymore causing people on my plan to go over. and for the 2 years I've had t-mobile I've split my payment in 2 every month. Now last month I call up to make my second payment and she says I have to set up a payment for next months bill or I will be shut off! Not customer service at all! So I had to set up a payment for the full amount which I was told was 282.82 the amount my bill normally is. But this time u had to pay the whole bill instead of split payment that I normally do every month. So I had no choice but to stretch my money and borrow. Outrageous! How can u just change that on someone. Anyway they took out 382.82 and tried to say I said they could take that amount. Incorrect, had I been told that amount I would've asked why was it so high. I knew I wouldn't have that kind of money so why would I agree to pay something I don't have? And cause smaller bills to go into the negative at my bank and get charged 35 for each and 35 for every five days I can't pay. So I ended up going into the negative over 210 dollars because of all this. That is stealing last time I checked

I would like tmobile to refund my the 100 they cost me on to of the 210 in fees incurred due to then taking too much. I would also like to get the family share plan that I was told I had when I signed which mysteriously disappeared. Also I would like to be able to do the split payment which I was told I could and my billing date back to what it was the first of the month. And better customer service when I call not an attitude! Thank you planet feedback for giving me the opportunity to get this our on the open! Thanks so much!

Ok on November 27th I contacted T Mobile to make an arrangement to pay my bill. The representative to me to make the payment with a check over the phone and they will process it like a debit and it will come out on by the 30th of November which I said ok.. Well needless to say they did not send it to my bank until the 12 of December and the check bounced... When I called them and asked why they did they held it for so long i was informed that they sent it to my bank on the 30th and my bank held it for 12 days which was a lie... When I told them that I was looking at my bank statement and it shows that they sent it to my bank on the 12th of December I was told that well it was stil my banks fault and that i still had to make the payment.. So I make the arrangement to pay the past due balance and the new balance in two payments. The rep put it in the system. Ok on the day I make the past due payment the rep ask when can I make the payment for the new balance I informed her that I made an arrangement to make that payment 14 days later and she told that the old agreement was deleted and that I had two days to make the payment or my phone would be turned off". Being that this is the only phone I have and use it for when my husband calls from being deployed I was pissed... I told her I didn't have the money and i could not make the payment she told me oh well we can not make a new arrangement and that I needed to make the payment... I informed her that it was their fault and they needed to fix this and I was told to come up with the payment... Needless to say I can't afford the payment nor can I afford to get out of the contract. I just want them to admit there mistake and help fix my bill who do I talk to being that I have already talk to a manger ...

From time to time I am sure everyone has had some difficulty with customer service along the way. But if you are the type of person who enjoys the eternal run-around, with absolutely no consumer support or advocacy whatsoever, sign up with T-Mobile. There isn't a single person within the T-Mobile organization capable of carrying a conversation outside of their predetermined prompt cards. Problem resolution is impossible, and anything you inquire about, ie: billing mistakes...and there are a lot of them (example- 3 consecutive bills, $152, $221, and $326 on a single contract line of $79.99 mo, no data, and using less than 50% 0f contract minutes.) Each month the bill is paid in full to avoid more penalties, and each month the bill is higher than the month before.
I have called multiple times each month for over six months, each time being assured the problem will be corrected and I will see a substantial credit the following month...only to see the bill having increased again...When inquiring how to resolve the mysterious ever escalating bill, I am givien a FAX # to submit an explanation and complaint.
A FAX # ? are you serious?
Then when I try to cancel, there will be another $200 penalty and I'll have to pay the upcoming month as well. And if that isn't enough, the supervisor on the phone isn't able to estimate the amount of next months bill, even if the line is suspended and no usage is incured... UNBELIEVABLY Assinine is what comes to mind.

Is there anybody holding these people accountable?

They pay less then 11 dollars per hour to work at the Salem Or call center office... You get what you pay for but doesn't sound like you paying them you get what was promised... Change Service hurry...

I had a bill with T Mobile, because of a second phone I had gotten for a 'friend'. That phone ran up a large bill and he never paid his part. the phones were disconnected. I worked long and hard to pay this bill, IN FULL, with a collection agency. That was in 2007. NOW... I am getting calls from a NEW collection agency, (with the poorest customer service I have ever heard) and they want their money NOW... and will not listen to the fact I have paid it. They tell me to call T Mobile, and T Mobile tells me, call the collection agency and complain to them, they will work with you. I have gone back and forth with T Mobile and the collection agency and neither one will do anything or listen to what I have to say. this so called collection ageny, when I said their customer service was terrible, told me "M'am. I am NOT into customer service, we collect Bills, not deal in customer service." ... wow, great !
I will fight this to the end... I PAID this... but get NO help from T Mobile. I am beyond frustrated. where oh where did customer service go in this country ?

On Nov. 10, 2009, I purchased a cell phone from Royal Cellular Co. in NJ for $100.00. I was never informed by the store that purchasing my own phone would place me in a contract agreement with T-Mobile. I was charged an activation fee by T-Mobile which clearly indicates that I was only biding with T-Mobile by a month to month agreement. I tried on numerous occasions to resolve this issue by phone but to no avail. To reiterate my conviction, I did not sign a two year contract agreement with T-Mobile and they are now charging me 244.82 for termination fee, they are also harrassing me to turn my account over the collection agency.

ive never heard of any place doing month to month unless its a smaller company like trac fone

Before we got married, my husband and I both had T Mobile since they were Voice Stream. I cancelled my acct and was added to my husbands account. He received a new phone HTC and I received the 3G google phone. We did not have any issues, until recently. Our calls drop all the time, our text messages will not go out, we can't always get on line, we dial a phone number and it will hang up before it even rings and my phone turns off and on all by itself for no reason. We have gone to the T Mobile stores and have called Customer Service and all they can say is turn your phone off and turn it back on and take out the Sim card or get new phones and extend your contract for 2 more years. Then within the last month, I had called my husband on my way home from work (I work nights) and our call dropped 7 times in my 20 min drive. I was so irritated, I called Customer Service and that call dropped 5 times. they called me back each time and finally the call stopped dropping and we were able to speak to the rep. She said to turn the phone off and turn it back on, etc then she offered us new phones with a 2 year contract. We did not want another 2 year contract since the service has been so awful. We are paying for unlimited call, text and data but it is very, very limited. So we said we just wanted to cancel our service, she said it would $400 ($200 per phone). Our contract ends in July 2012. So we asked to speak to a Supervisor. We were transferred, and she said the same thing, get new phones and extend contract. We were then transferred to another gentleman and he also said the same thing and we said we did not want to pay the $400 since we had been with them for so long and we are not getting the service we were paying for. He then told us to write a letter to Customer Relations in New Mexico. So that same night we did. About 2 weeks later, they wrote back saying that they could not waive the fee and that we had a bill due in Jan so to please pay that by check, money order or by call T Mobile or online. And they would like to continue trouble shooting our phones. I was not happy with that so I filed a complaint with the Better Business Bureau, writing that we have dropped calls all the time and with me working nights and my husband starting a job in April that will keep him away from home all hours of the night that we needed a phone service we could trust in case of an emergency. I asked that the fee be waived or that our bill be dropped to the lowest amount so that we can go with a different carrier and still continue with T Mobile until the end of our contract in July. We received a response back with an offer of $79.99 for 1000 min. $79.99 is not something we can not afford if we go with another carrier. They then asked the BBB to close the complaint and that they did not have record of us calling since Aug about a cracked screen and that we have called "several" times wanting new phones and they suggested we call Customer service to trouble shoot or if we have problems with our service and they checked the map and our area has good service. I am now not only angry about the poor service, but now I'm beyond angry that they are claiming they did not speak us regarding our dropped calls. They made us out to be liars and all we wanted is new phones. NEWS FLASH! WE DO NOT WANT NEW PHONES. WE WANT A BETTER CARRIER. And yes we did call in Aug about getting a new phone since the screen was cracked, but we would have to sign another 2 year contract or pay almost $300 for a phone w/o extending. So we we ended up getting a phone from a friend. And yes, we did ask about a new phone since my phone shuts off and on all by itself when ever it wants to. but if i wanted a new phone i would have to extend my contract or pay an outrageous amount. Who wouldn't want a new phone with those problems? We are just fed up with T Mobile! Its so convenient to not have record of our most recent call about dropped calls. I'll have to ask for our phone records. Bottom line, we want out of our contract with no fees. T Mobile has poor customer services at their call centers and the Customer relations office. Pathetic.

T-mobile has the worst customer service of all customer services I have experienced.
I spent over 6 hours on the phone over 6 days talking to over 5 different people trying to solve an issue--a problem caused by their system fault --the last they say is sorry it cannot be resolved.
I lost my phone and placed an order on 1/31 for a new LG Optimus which had an online deal. [Order # [protected]; took me close to an hour to do that]. Actually, I ordered two phones. I check the online status and it says order cancelled. I call back again on 2/2 to place the order again --close to an hour on the phone. Receive and email after a few hourse to say the order is cancelled. I call back on 2/2 eveninng--the lady says there is systems problem because of the order is converted for a Comet and thus some problem because of which teh order does not go through. She tells me she has worked her magic and I should hear back in 24 hours--another hour on the phone. 2/5 and still no message on the new order. I call back-am moved between three people; Finally. I get ot speak to the supervisor. However, last I hear is from the rep is--sorry, we cannot help--your best bet is to walk to a close by T Mobile store and purchase the phone; which is at least $40 higher than what I paid and no gaurantee that they will have the phone.
After 6 days of no phone and over 6 man-hours lost, I am left without a phone, a close to rude customer service representative. I have been a T-Mobile cusotmer for over 10 years on various plans--and this is how they treat their LOYAL custormer! Frustrated!

I recently cancelled two prepaid mobile hotspots serviced with T-Mobile. They informed me that if I cancelled, I would be billed $200 apiece for the two hotspots because I was under 2 year contracts. When I opened the account, I did so by telephone and the service representative assured me that the services were prepaid and not under contract. Since then, I have never agreed any contract, nor have I received any paperwork pertaining to any contracts with this company. I went online to their support forum and complained a few times, I was informed by their forum editors that I didn't have to sign a contract, when I activated services, the contract became active. I was never informed of this and I have disputed these contracts to no avail. They maintain that the contracts are valid and offer no further proof. Please help.

T-Mobile maintains that my contracts are valid, although I never verbally or by written agreement, agreed to such contracts. I have attached copies of correspondence. The first forum complaint was completely deleted by T-Mobile, so I opened another support forum account and initiated another complaint.

More details can be viewed on the second forum complaint that I lodged (the first one was deleted by T-Mobile): http://support.t-mobile.com/thread/18846

We signed up for a two year contract with T-mobile in November, the cost was to be $99.99 for two lines, so the paper work says Walmart where we bought it had a sign saying two lines for $70. Maybe insurance and such raised it but it should not be more than the $99.99 that it says on the contract. So far we have not received a bill for anywhere near that amount. we have gotten a bill for $144, $135, $135. Michael Cox has called since they won't talk to me about my phone and they told him the bill should never be more than $121. The service is bad, in downtown Chicago he had no service and missed 5 important phone call's. He is a truck driver and when his dispatcher needs to get a hold of him and his phone does not work it is not good. I mean come on down town Chicago and no service. I could see if he was in the mountains, poor service. So there for we are canceling our contract due to their not holding up their end of the contract and we should not have to pay early termination fee's, they quoted us a set price and they have violated the contract by charging excess charges.

I have never seen a company rip off customers behind their back as much as TMobile! I cring each time I open my bill and see what is added on this time for no reason. My response is always "this was a promotional that you agreed to". I DID NOT! I feel like I am an ant taking on Godzilla! How do you fight such a big corporation? They always have their excuses and reasons and my bill has almost doubled this past year for no reason. I have talked and yelled until I am purple and they have us bound by a 2 year contract extension when we get a phone. This is so illegal! Some one needs to be on them and checking this "illegal activity" out.

I have been with T Mobile for 6 years almost. I used to BRAG about their excellent customer service and how amazing they were as a company. I will never be able to say that again. I have been having speaker issues on my Optimus T ever since I got it. I'm on my 4th phone in less than a year, and I've had enough. I had to do an insurance claim, and their "comparable" model was the T Mobile Comet, since my phone is discontinued. I read reviews about the phone, and once I got the phone in hand realized that my suspicions were confirmed. This phone is a child's toy, and is being returned immediately. I spend over 1200 a year on cell service, for them to slow my speeds when I get over 2gigs of use, and to send me ### phone after ### phone? Seriously? I'm going to research other providers who charge a lot for the same service, and either cancel my contract or wait impatiently for it to expire. I will NEVER go back to T Mobile and I don't recommend anyone else do so. They went from being the BEST to the absolute WORST. UGH! Never again.

So you put your phone number willing into something on the computer and started getting charged and you want to blame them? You are a ### and it would have happened with any cell phone provider

Having frequent issues where the other party cannot hear me (Including T-Mobile customer reps). I also cannot get past the call tree from my home telephone. Listened to the same summary of my services each and every time I called before I could even try to get an agent to assist. The automated system kept hanging up on me (Yes, I said haning up on me!). Corporate mailbox was full. (Must have a lot of complaints).

It's ironic that I received my e-bill while try to get help online after giving up trying to call.

This company's outsourced service is the one of the worst in the business!
I was in the process of activating a replaced phone and in that process(1st call) the rep associated my sim's card with my second phone I have on my account . This then knocked out and disabled the sims card on my second phone and associated my second phone number with my first phone . I then called back (call 2) spoke to another rep that had absolutely no clue and it took a hour to get a manager on the phone, in that process I got disconnected by their line . (call 3) I called back and immediately asked for a manager, at this time I was pissed .The rep tried to keep asking me questions and all I asked was for a manager . She was trying or wanted to fix my problem .So in waiting for the manager for about 30 minutes I finally spoke to her . She took another 30 minutes trying to explain the issue, I mean her trying to understand English and understand the problem . She then resubmitted the request for both sims cards to be recycled, at this point she tells me it will take another 24 hours for this to happen . I was furious at this point, but had to wait 24 hrs . ok it's 24 hours later phones still didn't work . I called (call 4) and I asked to speak to a manager and waited on the phone for 15 minutes to listen to the line break up, she came back and asked me to hold longer i told her the phone was breaking up and she told me to hold again . What happens their line dropps me ... Pissed now ... (Call 5) now .I asked to spean to a manager and I got one .I told her to review my notes on the account and she did . She actually understood and was confused as to why the sims cards are not active . She then submitted a escalation for it and here I am now still waiting .

That is the last call to them, If this is not active tomorrow I am going to the local store and work with a American !

T-Mobile's outsourced support is crap! oh and the automated hell before even getting t0 a rep is a nightmare !

The same thing happened to both my housemate and myself. We each have T Mobile prepaid, and use the phone only in semi-emergencies. In each case, we assumed we had at least 100 minutes minimum. It was two weeks from the time our year was up and we had to add minutes or lose everything including phone # being closed out. In each case, when we phoned to buy some minutes (we did not need them but you have to buy some in a year and I understand they carry over), we learned that we suddenly had no minutes at all left! Why am I cynical about this? Is TMobile sucking our minutes up shortly before the annual date when we would have to buy more? Anyone else had this experience? (dorian93@gmail.com)

Since T-Mobile was being bought out by ATT, their customer service went down hill. They tried to scam us and for this we stopped using them. We were charged for calls overseas when we bought a phone card and could prove we were calling a 1800 number in person at a T-Mobile Store, yet they would not hear us, they said that the lines crossed over charging us huge fees when we should have saved. Other T-Mobile agents admitted to us that they had the same thing happen to them. If we took them to court we could have won but its the hassle to do it. We instead decided NOT to use T-Mobile for our phone plans. Very irritating company!

Today being the 23rd of March, 2012 at about 11am i agreed to a two years contract which i was wrongly informed by t-moile customer representative. I was told that my total total monthly fee for the contract was $79.98; few hours later i called to verify the amount, and i was given a different ammount of $99.99, at about 9.05pm i did spoke with another representative who told me that my total monthly fee was $120.00
As a result of the differences in ammount i want the contract cancelled immedialtly same day the contract was contracted. The information given to me was misleading. I have been a faithful customer with T-moblie for about 7years with regular accurate monthly payment. of over $120. My e-mail address is eveski20002yahoo.com

I purchased a phone online through T-Mobile, and also changed the plan at the time. I purchased insurance for the phone at the same time. Two months later, the phone was stolen. I called custormer service to inquire about the insurance replacement, and was given the information on how to file my clain through the insurance I had bought. I didn't call right away, hoping the phone would appear. When I did call, T-Mobile is now telling me I never had insurance on the phone.
How often do they change accounts, so you can't claim insurance?

As of september 2011 i have canceled my t mobile contract. The reasons for this outcome could be summed up in one word, but i think its more appropriate to give some details. Flat out T mobile insulted me several times and ill type how below because i hope others will avoid this company as a provider. I had two lines on my account, one was my cell phone & the other was my internet connection. Overall the phone service was ok even with the excessive static in spots however the internet coverage was terribad.

As many can verify im a reasonable guy, i wasn’t expectating anything from t mobile besides good service for the good payments on my account. Anyway i tried to get options from the customer service rep so i didn’t have to cancel, and so here are the highlights…First it was suggested after reviewing my internet usage, that i pay for a higher plan to add only another week of fast connection(and still have two slow weeks amonth) uh, no ty.

Second, i was told that i could buy some kind of home device to slit time with my wireless connection..so for the cost of this home device & extra $20 service fee i would receive the exact same slow service i had before.(lol@urideas) So After i made it clear this doesn’t help me, now come the insults. I was told by this agent (robert) the fact that i had a slow connection didnt stop me from using the internet, as in why am i complaining if im still signing in?

I ask is a joke? uhhh how about because im still required to pay for the service anyway! plus its a big difference between enjoy it & deal with it. Still more insults, i was next told that a connection card isn’t meant to be my main source of internet service (no joke) well im not buying both a desktop & laptop, plus pay 2 monthly connection fees! Last before i hung up i was told(appreciate the honesty) that the equipment on tmobile towers are not fully operational. soooo tmobile i ask if my car wasn’t fully operational and i couldn’t get to a store to pay my bill, are we even?