T-Mobile

Some of the dumbest policies ever, no pin number no access. Completely miss represented equipment, ever received a itemized bill

Sold me a wifi hotspot wont connect to the internet. No sim card. Stole my money lied to me. -50stars

Car mechanic fixed my TMobile phone - something that no T-Mobile employee could do after a week of calls and visits to store.

I contacted the business to cancel my Internet service on May 4,2023. They informed me they could not do it over the phone and I needed to take my equipment into the local store and they would handle the cancellation for me. I did that the same day. I recieved a reciept for the equipment. I waited for a final bill and never recieved one. I logged into my account on June 6,2023 to learn that it had never been cancelled. I called T-mobile. They told me that the equipment had never been returned and the service had not been cancelled. They said I needed to go back to the store and find out what happened to the equipment. The store said it had been returned on May 5,2023 but they would get the tracking number and find out where it was and let me know. On June 13,2023 they finally let me know that it was in the warehouse. I called customer service back and they still said it was not returned but they did finally cancel my service but are still charging me until July 2,2023. I told the customer service representative I had not had service since May 4,2023 but the bill showed a charge in advance for May 3-June 2 so I would only owe for 2 days in May and she said they did not charge in advance and I was incorrect. When I called back the second time the man I talked to said this was true but the system had already generated the bill so there was nothing he could do. (bill attached) This is an ongoing practice for this company. They claim that I never called them to cancel my service in May and that I never turned my equipment in even to this day. They say they can see that it has not been used since May 4 but they have no way to track the equipment by the serial number or to contact the store to find out if it was turned in. I asked to speak to a supervisor but sat on hold for over an hour and one was never available. They told be they were helping other valuable customers. There have been other customers that have had the same problems with this company. Once you get their service it is almost impossible to cancel it. They will put your account on suspension indefinitely and keep adding on late fees until they turn it over to a collection agency and ruin your credit.

Every time I get in a building I lose my service, which makes me mad because I pay on the exact day!

After being a loyal and trusted T-Mobile customer for almost 20 years, I was travelling in Europe this past summer (2022) and using the Magenta plan that I've been on for years, where international roaming is included. I ended up staying significantly longer than intended, had no idea there was a time limit to the roaming, but in early October I got sent a text that informed me if I didn't stop using the international roaming by October 27, my account would be blocked for roaming. On October 6 I called T-Mobile and changed my plan to talk and text only, no roaming, removed my sim and used a local European one instead. A day and a half before my impending return to the US, I had my Magenta plan reactivated, but discovered the roaming feature was not working. I called T-Mobile, only to be told that because I hadn't stopped roaming within the time warned, my account had been blocked from roaming FOREVER. I had three separate calls where I explained in great detail every step I had taken, including switching my plan and removing my sim card well before the warning date, but no-one would help me! They said it was an irreversible system (AI) configuration and that the system had somehow picked up my phone was pinging cell towers (not possible!) and therefore registered that I had not stopped the roaming. In summary, a loyal and trusted customer of 20 years was treated like a criminal, all because of a mistake made by T-Mobile's faulty AI system. This company has completely lost track of who they started out as, a company who used to care for their customers and treat them as humans. No longer. So I left for Mint Mobile, a smaller, much more human, and cheaper option.

Went in to look at the pricing to change from Verizon business to T-Mobile business told the business manager that I couldn't sign up that day because I needed to know if T-Mobile had service available at my second home in the mountains about 45 minutes away. She said no problem she would send me the paperwork via email and if I found it service worked I could sign for the account online. That night I spoke to neighbors at my second home and found out that T-Mobile is not available. 2 days later I received an email stating that I did not sign my paperwork within 48 hours so no account is started and no services rendered. No problem great, wrong! Approx. Two weeks later I received a bill in the mail for over $300 that had 4 business lines and a tablet line activated with fake phone numbers immediately I started calling T-Mobile just stretched into three months later being threatened with collections and couldn't get anywhere with T-Mobile supposed security department! Complete b******* spent over 40 + hours on the phone until I decided to just do a random customer service call and ended up talking to a gentleman in Texas miles away from the state of Washington who told me that the manager probably had a meeting I need you to show numbers for her store and forgot to cancel the fictitious account in my name. He stated he used to work in the stores and that there is so much pressure on the managers to get new numbers in that he sure this is what happened because he seen it done before what the f***! Instructed me to contact the police to file a police report and then 2 contact the FCC and file a lawsuit which is what I will be doing asap, be very wary of giving your social security number or any other information 2 employees of T-Mobile unless you're ready to open an account as you're standing there, super disappointed in T-Mobile for not taking better action on my matter brushing me off hopefully I'll have my day in court soon.

I have been loyal to this company for many years. I have always paid my bill on time, and I always referred friends and family to this company. Today, I have a different view:
Last month, my boyfriend and I changed our plan to the $100 for 2 line plan. You must be on an automatic payment cycle to receive this discount. Well, last week, Tmobile made an error, and deducted $173.40 TWICE! Because of this, my bank was withdrawn, and my other bills for the month were also being deducted. Chase charges $34 per withdrawn payment. I was charged $64 last week, and today, and addition charge was taken out. I was told by multiple operators that they were going to refund my account, as well as refund my over charge fees. However, they did not do that. I was specific in asking to have the money RETURNED BACK INTO MY BANK ACCOUNT! I still have bills to pay. However, only the $173.90 was returned to my bank account. The withdrawn charges were not. Tmobile applied the $64 to the next billing cycle, even after I was PROMISED it would be in my bank account.
This company, even after you are loyal to them, will not help you when they have made a mistake. I am a student, and I live my life on a strict budget. I pay my bills on time, but because of TMOBILS mistake, I am completely out of $94 in my bank account. That $94 was supposed to pay for my school loan payment and my utility bills. This company is not reliable. They are thieves. Sure, the credited my next billing cycle, but what good is that to me? I need my money back into my bank account to pay my house hold bills and school bill. Tmobile promised me the money into my bank, but today, another representative informed me that they are unable to return the money back into my bank account. They lied to me. They record their your calls, and I promise you that I was told my money was going to be credited back into my bank account, BUT THEY LIED! Worst phone company. Do not sign up with them. They will take your money.

When I spoke to them about switching from AT&T, I was told they would pay off my phones and I could keep them. However, that was not true. I was given directions to port our phone numbers and when I did that my phones got locked. Nobody told me that AT&T would lock the phones, she also did not tell me that we had to pay off AT&T and they would reimburse us and I was told this after our phones were locked.The day I ordered I told her I didn't have the money to pay off our phones and she said "NO PROBLEM! WE WILL PAY THEM OFF FOR YOU!" That's all she said. SO now after days and days of trying to sort out this issue with several T-Mobile employees, including a supervisor I am now stuck paying off my phones and had to buy NEW phones with T-Mobile. Soooo yeah, don't believe anything they tell you. They need to train their customer service employee's better to go into more detail on that Keep and Switch crap of a promotion they have. At least so far the bill is lower than AT&T but I still had to shell out at least 75.00 during this and now I'm in debt with ATT for about 1,500 bucks that I shouldn't have to pay since T-Mobile said they would.

I don't see what my input will do. On NOVEMBER 20th, 2022, a rep from Philippines changed my plan to allow adding a line and getting the trade in promotion with a credit of $800 for my Ultra 20 Galaxy note. Apparently she did not process correctly and I am let with a nightmare. I still DO NOT have it resolved after making multiple calls, each lasting 1 - 2 hours, speaking to supervisors, promises to fix issues. Walking into corporate local offices, several times for help, saying they are having sales call listen to. To honor promotion AND now it is MARCH 22... NO I AM NOT A HAPPY CUSTOMER.
Note: I have recorded msgs from 2 reps addressing the problem, the one on Dec 12th, 2022 about the shipping label and that the rep who took the order did NOT input the promotion. The 2nd msg was from a supervisor on Jan 13 that the issue was corrected... still not. Then they were trying to give me the buy one get $800 credit… but I only received 1 one phone and they took my paid off Galaxy Ultra 20 Note… It has been 4 MONTHS & NOT resolved, as of yet.
* I have filed a complaint with the Better Business Bureau and filing another. I am going to do a review on yelp and Google, reach out to TV media to report, hopefully they will consider and make a difference. I know I am not the only one out here with your dragged out broken promise.
No one should have to go through this. I know I am not the only one in this scenario.

I just purchased the SyncUP Drive device for my car. Since I am a computer technician, I use mobile hot spot often. I was reading up on this device, and I thought this would be a perfect fit for my job. I have unlimited hot spot on my phone, so I can tether this with the device so I don't have to open my phone everytime I need to get on Wifi. I bought the device, and after about an hour of trying to get the device to recognize in the app, it finally started working.
Here is where it gets interesting: I asked the representative that I was talking to if this was data limited or did it tether to my account. She told me that I had 2GB of hot spot. I was shocked! I said, are you serious? How come the plan details was not explained to me when I bought the device? Had I known that this "hot spot" is limited to 2GB, I would have walked out of the store. And of course, guess who cannot return this new unnecessary device, because the rep told me to just use my phone as the hot spot? Without paying a $50 restocking fee, you are stuck with this device. This is not to say that the device is not handy for keeping an eye on your vehicle, but my main purpose was for the mobile wifi capabilities. The representative told me that I should have relayed this to the person who sold me the device. I explained that, no, your site should explain these plans so the person who is deciding whether or not they want to make this investment, has all the information they need.
Anyway, I used to be a loyal T-Mobile customer. This has changed my opinion as it seems deceitful and dishonest, especially since I just bought it and they want to charge me half the price it costs to restock it back to the store.
If you are looking to purchase this device, please, don't forget to ASK the sales rep about the plans that come with the device because apparently, that is not something they should do, unless you are buying a phone, then they have to ask you what plan you want because, oh, that happens to be an integral part of your mobile device.
**This device was bought at the 400 Veterans Blvd. Store**

I absolutely hate them! The service sucks when I have all bars along with 5G IT STILL DOESNT WORK. I could be stranded about to die and when I need it the most no service in the middle of the city!

Defective phone. Replacement wouldn't even work. Won't let me send the phone back. Still have to pay for phone.

I paid 427 dollars for a iPhone 14 pro max on Dec 31 *******! The UPs driver got to my house and said the package was "missing", but yet he NEVER marked as that right away. I called T-Mobile and they KEPT saying no it says it's on the way you have to wait patiently smh I kept explaining to them that the man did come and said my package was NOT THERE! I called the ups store manager and she said she has my box but NO phone was inside of it! I even put her on a 3 way call with T-Mobile to explain to them I DO NOT HAVE AN ORDER! The manager finally put it in the computer package missing/damaged and here it is Janurary 18th that T-Mobile IS STILL REFUSING TO PAY ME BACK! First they said they had to launch an investigation. Now they're saying they are waiting for the phone to arrive to a facility bc no one was there to get the phone & sign for it when it arrived as if they don't see where UPS finally marked it as missing/damaged! At the end of the day I have a lawyer and I am taking T-Mobile to court! I am suing for pain and suffering also considering this was a Christmas gift to my daughter and now we are in the middle of the month & they still WONT PAY ME BACK!

Great customer service around. Fast and friendly service. Very happy customer for over 18years Thanks T-Mobile, Sheila Bryant

Last week my phone malfunctioned again. This was my insurance covered replacement phone. I am a nurse practitioner and having a working phone is mandatory for me. So, I went back to T mobile in Sicklerville and regretfully was assisted by a representative by the name of Tina. She never smiled from hello. She took my phone ( which was functional although not properly) and attempted to reset it, etc. Long story short by the time she was done with my phone I had a black screen and she told me the following: let the battery die and then try to turn it back on ( had nearly 70% charge which would take days to die...oh and my 3rd replacement phone was on a 5-7 day back order) or take it to Best Buy to see if they could get it turned back on to retrieve all of my information. Meanwhile, other staff members were just laughing and playing with the radio instead of attempting to assist. Tina never made eye contact with me. She had her sweater zipped all the way up and kept her lower face in her sweater. It was apparent that she could care less about my phone issue and never took accountability that she totally broke my phone. As I grabbed my phone off the counter I even told her and the 3 other staff members that I've never interacted with "professionals" that lacked so much compassion! Horrible, aggravating experience!

After leaving the Sicklerville store I went to the Clementine T mobile where I met an amazing store rep by the name of Alex. He was immediately sympathetic to my issue and apologized for the lack of professionalism I endured at the other store. After some tricks of the trade and additional assist of colleague, Becca, Alex was able to retrieve all information from my phone. Consequently, I purchased another phone but walked out of that store with a 100% functional phone with ALL of my information. Alex should be commended for being what a true professional is and T mobile should be proud to have him working for them.
Save your time and aggravation...stay away from the Sicklerville store where children work and go straight to the Clementine store!

I never have internet and my wifi sucks. I'm stuck with this brand new LOCKED phone and my service is embarrassing.

Trash just trash that is all. Overall trash from price to coverage to customer service. Like yall thought this was okay? Tf? Trash bro

Garbage service and they sell your number so get get alot of spam calls and texts. I cant wait to get off their service

Over charged me Dec 15 charged me 190 then 15 days later charged me 236 don't know one deal with T-Mobile been a sprint Custmor for over 15 years with no issues now it's T-Mobile and the issues start

I had a super bad expirience cancel and transfer a line an s equipment, i had been custumer for more than 6 year with my company.

I returned a phone under warranty for replacement in March 2023 which was received but the good ends there.T mobile proceeded to take $478 from the account that I use for autopay for my service saying that they couldn't confirm receipt of the phone on their end. They did this with out notification causing 4 other transactions with other bill pay to overdraw resulting in nsf charges of $80 to my bank. After several calls I got customer service to admit that they actually did have the phone and I wanted the money they stole from me back in refund to the same account. I was lied to repeatedly and promised that the issue was being resolved and not to worry. 3 weeks later still no refund.so I called again and was again lied to repeatedly now I was informed that the claim was never initiated but they would fix that issue and resubmit and to wait 7-10 more days...still no refund. I call again now skipping over support directly to supervisor Jei ( real name.who knows) and issued an interaction number promised that she would handle the problem and get refund processed.even promised to call and follow up. Never heard from anyone and no refund. So I called again with all the same repeated lies and promises and apologies to no avail and this supervisor Marvin guaranteed results and follow up it's been 2 weeks and still no refund or follow up...outright thievery and liars abound in support in this company not to mention the accents of the support team make understanding their english was hell and had to continually ask them to speak slower and repeat that please. In a nut shell they suck and don't give a damn. Run from this company as this can't be sustainable as a business. My next call is to NC Attorney General and then to chanel 5 trouble shooter.

9-17-23 switched whole family from Verizon wireless. After 3rd most. Bill was raised and they refuse to give discounts at time of purchase.