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T-Mobile Consumer Reviews

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Incompetence
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CALIFORNIA -- So first things first... T-Mobile made an unexplained charge to my card. Then when I called to inquire about it, not one person could explain the reason for such a charge. I have never missed a payment, and do not have any outstanding handset charges. Ever. T-Mobile customer service being the reason I chose to buy unlocked every time.

Then, the representative had the gall to call me back and demand why I left bad reviews for their inability to assist me. I was then instructed that for some reason, T-Mobile, a TELECOMMUNICATIONS company, needed me to FAX and ONLY FAX my documents.

It is ridiculous that any of this occurred in the first place, and they don't even have the decency to acknowledge that the burden of proof should be on them! So my not insignificant amount of money (easily a month's rent in some states) has been tied up for more than 2 weeks. T-Mobile should start paying me interest for this involuntary "loan" that I have been coerced into giving them. Why there is still a monopoly on this service is beyond me. I would give 0 stars just to see how low their ratings can go.

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Don't Care With a Smile Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

SANTA MONICA, CALIFORNIA -- Poor customer service. Had trouble hearing b/c of their background noise and they give me that constant irritated sigh b/c they think I'm deaf. I ordered 4 lines!! 3 new phones!!! I ended up with 3 'new' (looks like the box was opened several times) and 3 sim cards. Called them and told them to pull up the recording I had with the representative b/c I said 4 LINES AND 3 PHONES!! They keep saying they don't have access to it. Instead of helping me, their only solution was to add a line.

I relied on the original price b/c that is what I was quoted. Almost the same price as my previous provider if I add a line. Telling me an extra 7 days or I can go to a store to retrieve a sim card. None of which should have happened if the order was done correctly. I planned it well so I wouldn't be charged for two providers. They didn't do me any favors, no free shipping, nothing. So I couldn't continue switching the family's old numbers to the new phones b/c I had to consult with the family.

We decided to continue with T-Mobile just b/c we invested so much time and apparently we still save only $5. Third time around I had my sister call, no luck. For some reason they couldn't complete the order and on their screen they have to call me again the following day to confirm the sim card. This is ridiculous. Being transferred from one person to another just to have nothing resolved. Lastly the guy at the T-Mobile store said sim cards are free, yet my receipt shows that I'm being charged $20 for each line.

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T-Mobile -- Insurance on Phone -- and Their Refusal to Pay a Legitimate Claim
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

OAKLAND, CALIFORNIA -- I lost a phone on which I had insurance. Had been a customer for over 10 years and after filing the claim for the lost phone, I was denied for purely frivolous reasons. Excuse given the description circumstances surround the losing of the phone did not exactly line up with what was said to person while filing the claim and what was written on the form that was submitted. The phone was lost period and I had insurance period. I was given the distinct impression that they had no intention in paying the claim and were looking for an excuse not to do so. T-Mobile insurance is a fraud, a scam.

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Rude Representative
StarStarStarEmpty StarEmpty StarBy -
Rating: 3/51

N, NEW JERSEY -- T-Mobile has horrible service. Yes it's low cost but I guess you pay for what you get. The representatives/manager was very rude and wasn't able to help. I asked for an extension on paying my bill due to me not having a debit/credit card. He said, "Sorry Ms. I am unable to help you," and said, "Have a nice day". In a business there is always something you can do. Just to satisfy a customer for 5 years. I think this could be it. Maybe it's time to go back to Verizon. Based on the representatives. Date 2/3/2016.

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HORRIBLE
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CLEVELAND, OHIO -- Do not get T-mobile. They make things seem easy and guaranteed until something goes wrong within their system, where they then want you to pay for their mistakes! I have been a T-mobile customer for the last 2 years and paid them more than 300 dollars a month for my three lines. I had their jump upgrade program and attempted to use it to get the iPhone 6 plus that I have now, upgrading from the 5c. The upgrade they performed in November was not recorded as a jump plan, so they continued to bill me for a phone that I didn't have, on top of my other lines.

Come May of the following year, I found this out, so I called to have the issue resolved when I was told [it would] be taken care of and I'd be credited back for the money that I've spent on a phone that I didn't have. When I received my June, it was half of what it usually is and I was told the problem was solved. July I paid my bill as usual.

Now it is August, and I have a mysterious 200 dollar charge on top of my normal bill. I called to ask what this was and they are telling me it was a fault within their system when they credited my bill, the credit should've went to my "account." So they are saying I have to pay this amount or they will shut off my service. When I ask to speak to a manager, I am placed on hold and transferred to another colleague. I'm sick of their runaround and want nothing to do with them any longer. And when I tell them this, they threaten to bill me for all the phones on my plan, even if I ship them back to them. This is ridiculous. They want me to pay for their mistake!

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Don't Switch
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

ORLANDO, FLORIDA -- I went to a local T-Mobile store a week ago. My contract with AT&T was up and I was looking to switch because I wanted to try to save some money on cell service. They offered a plan that was a little bit cheaper but not by a whole lot. Anyways, I asked for the iPhone 6 plus and the women helping didn't want to go to the back and get me a new phone so she grabbed one off the shelf behind her. Little did I know, it was not the plus version, but still looked bigger than my previous iPhone 5. They set everything up and I went on my way.

I work for an HVAC company and do a lot of traveling all over the state. In that one week, I had more dropped calls, people that couldn't understand me and times Siri couldn't take any requests, that I have ever had. What kind of savings is $10-20 a month if you can't use the main features of the phone? I need good coverage because of how much I travel. When I discussed the issue with the manager of T-Mobile, he asked if I had data roaming turned on. I thought to myself, isn't that for when you're out of the country? Then he told me that he had AT&T but only because he was on a grandfathered plan that gave him unlimited data.

Ironically, T-Mobile has unlimited data and obviously gives discounts to their employees, so that statement sounded like pure BS. When I went to the AT&T store I spoke with someone who had previously worked for T-Mobile. Bottom line is, why get a top of the line phone with a ton of features, if you don't have the coverage to utilize them when you want to.

Not to bash T-Mobile but if you don't move around and generally stay in the same area they cover, you're ok. However if you want someone that is reliable all the way around, go to AT&T. I was sorry I ever left. Again, what is the point of saving a little money if you can't use the phone to it's full capabilities.... Sorry T-Mobile, I need good coverage!

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Changed My Bill Without Permission
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

HOUSTON, TEXAS -- I've been having billing problems with mobile since I decided to add another line. I was told it was $80 for two lines. Next thing I know the bill is $96 and some change. When I asked I was told it was fees and taxes. Why I wasn't informed by three different associates I had previously discussed with, I have no idea! Fast forward nine months later in looking up my bill to pay and it's $103!!

I called immediately (because I already had angst about the taxes and fees that were for some reason never mentioned) and was told by a completely useless representative that the secondary account holder who doesn't pay the bill or has access to make changes called T-Mobile and added 3gb more of web for $10 a month. I asked why I wasn't told and how he was able to make changes and the representative told me that all he knows is "only you can decide who has access to your account and can make changes". Ok I didn't make any changes so do you mean me singular or both of us plural? And he said "T-Mobile cannot change your billing without your permission".

This confused me to the highest level because I asked him if the account password was used and he said the person called from the secondary line to change it. I know because I made sure to state it to the associate who helped me at the store. Often times when I called customer service too I would ask. None of my questions were being answered so I had to hang up on him and call back to speak with someone with better English. I also noticed that the English spoken by these reps are often hard to understand making me believe the jobs are being outsourced.

The lady I finally spoke with said basically the 1gb that the secondary account holder was using finished and he was sent a promo to add 3gb more for $10 and he agreed. Please note this change was made with a party that didn't have access to change my billing and when it happened it was added to my bill and T-Mobile NEVER informed me of this change so I could cancel it immediately! How this happened is beyond belief and the representative is making me pay for it stating the 3gb was used so I have to pay. I will be shopping for a new cell phone company immediately.

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Horrible Customer Service and False Advertisement
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

So I recently switched from Verizon (who regardless of what people say have excellent customer service) to T-Mobile and let me just say that since I've been with them I've had nothing but horrible customer service. It took me 5 tries to switch to T-Mobile. I talked to three different people who told me I needed an activation code for my SIM card (which I didn't) and then told me because I didn't have one I'd have to purchase a new one, even though the one I got with my phone was a brand new sim card.

This made me mad because here I am trying to switch to you and I'm being treated like crap. You can't port your old number regardless of what they say because they'll tell you you need more than you actually do so they bully you into getting a new number. Which fine, I got a new number and activated my service, no big deal. Then I see all over the website and multiple articles as well that T-mobile is now offering free music streaming that won't count against your data.

Oh wait but this is actually false because there's only ONE plan that offers this but they don't bother to tell you this anywhere and when you call them out on it rather than being understanding and sympathetic they want to sit there and have a full on argument with you and come up with multiple excuses as to why you're wrong and they're right. Not to mention they told me that because I had a no credit plan that I don't get free streaming music. But on the website under the no credit plan it clearly states that you do qualify for Music Freedom (which is what they're calling this so called free streaming). Perfect customer service in my opinion.

There's even an article on cnn.com from the CEO that music streaming is now free and nowhere does it specify that only certain plans are free. On their website under EVERY plan and EVERY data package there's a little bullet that clearly states that music streaming is free for certain apps including Pandora and Spotify. I am so extremely disappointed with T-Mobile.

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Bad Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ALLENTOWN, PENNSYLVANIA -- I went to T-Mobile and switched from AT&T yesterday and had to go back and pick up a phone for my son - the same model I have - its voice quality is poor and for doing business, it isn't good enough and I wanted to get a different phone for myself. The representative today said, "Oh, it's good enough." He listens to phones all the time - I explained about being an audio engineer and he said it's OK.

I asked to talk to his district manager who was there yesterday and he refused to put him on the line but talked to him like I wasn't there - after asking to speak to him 3x's and he refusing I took my stuff and got in a yelling match with him.

I called customer service after I left and they talked me around and someone said they would call me back by noon. It didn't happen. I called executive offices - talked to Stephanie, she said district manager won't be there till Sunday and I had to wait or go back to the same store and talk to the same guy and exchange it. I said the phone is still there, I will simply go to another T-Mobile store and choose my phone. She said no, I had to go back to that guy.

After a long argument trying to go to a store where the district manager was, she said no, have to wait to see him till Sunday or go back to the same character I dealt with this morning. I can't go to another store, so eventually she said there will be another person there later and that I still have to go there. I asked to speak with her boss and she said no one higher than her. Everyone has a boss - it means that they have no care at all whatsoever about their customers - just sell then screw the customers. Problem is they are all like that or they have terrible connections.

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Contracted "Collectors" Don't Play by the Rules!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PINE HILL, NEW JERSEY -- My older sister is on a very low fixed income. A couple of years ago she was given a combination of medications that affected her memory and left her confused at times. It took about three months to recognize how the problem affected her financially. She overpaid some bills, double paid others and forgot to pay a few. Needless to say, this ended up destroying her credit which up to this point had been pretty good.

One of the bills she forgot to pay was her T-Mobile bill so they canceled her account (three phones), charged her a $200 early termination fee per phone plus charged her for two months of service after they had canceled her account. The total was over $900. It went to a collection agency and I negotiated on her behalf and a price of around $695 payable by check over a period of six months was agreed upon. When the monies were all paid, the collection agency refused to send a letter stating the agreement was met satisfactorily.

Now T-Mobile has contracted a second collection agency and they are telling my sister that the money she paid to the first collection agency didn't count as it was paid by check and not automatically withdrawn from her account, and they are asking for the full amount over $900, which she doesn't have. The question should be asked if T-mobile regularly seeks out senior citizens so they can suck them dry using underhanded methods and counting on their confusion to take advantage of them.

I would advise everyone who is a senior citizen or who knows of one using T-Mobile's services to never renew their accounts and to get away from them as soon as it is legally possible. Corporations such as this are able to get away with this legalized form of extortion because we, the consumer, allow them to walk all over us. We have the power people, and we need to stand up to these bully companies and let them know we mean business. There is power in our wallets and if enough people leave because of their unfair business practices, they will eventually get the message!

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T-Mobile Rating:
Star Empty star Empty star Empty star Empty star
1.2 out of 5, based on 109 ratings and
445 reviews & complaints.
Contact Information:
T-Mobile
12920 S.E. 38th St.
Bellevue, WA 98006
800-318-9270 (ph)
425-378-4040 (fax)
www.t-mobile.com
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