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T-Mobile Consumer Reviews

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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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Worst Internet, Phone and Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ALBUQUERQUE, NEW MEXICO -- T-Mobile is the only company that made me want to write a review so bad. Sales people are trained to lie. Phone promo with no pay guarantee is a pure scam since they won't accept the return even within the 14 day guarantee. Customer service is disorganized, untrained to handle situations as evidenced by countless transfers, lots of calls, and endless explanation to get to the right person. It seems like they're trained to not believe you when you tell them you want to talk to someone in a particular department. Too much inconvenience to deal with for a very spotty coverage, very limited "unlimited" data, and the slowest server I've experienced.

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T-Mobile Worst Experience
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CHICAGO, ILLINOIS -- I wish I could give less than one star for this company. T-mobile is the worst experience I had. They charged me for no reason more than they should. They never said that I will be charged extra for any changes I made, they just charge as much as they want. Just received the bill of $255, for a single line. I called them and they said I made international calls. It's unbelievable. Bad customer service, no respect, no responsibility! I had a lot of issues with T-mobile for being charged more, for no reason. I am changing this phone company and I don't wanna hear about it. Never ever again!

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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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Worst Company Ever
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

I have been a customer of T-Mobile for over 9 years. I called a month ago to cancel service, because where I am moving to, there is no service. They turned my phone off the next day, but they are still billing me. I called customer service, and they said my phone was still active, but it was not. I was on a prepaid plan and had 4 days left in that billing cycle. Will never do business with them again.

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Nicest Reps... But Also The Most Clueless!
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

QUAKERTOWN, PENNSYLVANIA -- When I first got T-mobile, loved them. Seemed like great rates and great customer service. When I decided to move to Canada to be with my fiance, that is where things got really complicated. T-mobile won't even work in Canada. So I would have to get an unlock code to be able to use a Canadian carrier on my brand new phone.

The FIRST time I called for the unlock code, no problem, I would get it in 1-14 days. Okay. I got an email the next day saying that I need to pay my phone bill (that I didn't even receive a bill for yet). Fine. So I paid it off and requested a SECOND time to get the unlock code. It went fine. The second email said I need to pay off the phone. Jesus Christ! Why didn't they tell me that the first time!? So I called in and paid off the phone and requested for the THIRD time the unlock code. The third email I got said I needed to pay off the last bill. Very confusing since it wasn't even on my online account.

So the FOURTH time I called in, they told me I didn't need to pay any more money because I had a credit of $279.38! YAY! Although nobody was able to give me a straight reason as to why I had a credit. I requested the unlock code again! I waited a few days and never got it. So I called for a FIFTH time asking about the status of the unlock code. They told me I cannot request for an unlock code until the last bill is up on September 18th. UGH! So I had to wait another 2 weeks without a phone. VERY UPSET. And this lady told me I had a credit of $238.36.

So I called on the 18th for a SIXTH time and requested the unlock code. I asked about the credit and they said I could not get the $238.36 back until October 4th. I asked her if it would automatically be put back into my bank account and she said no, I would have to call again on the 4th.

So here we are. Today is October 4th and I just got off the phone, for the SEVENTH time with a customer service representative and supervisor. They told me I owe $67!!! I called in order to get refunded $238.36 and they tell me I would not be getting anything back, I actually have to pay $67! I was FURIOUS! I refused to pay anything else so luckily the supervisor made my balance 0. But Then where the hell is my $238.36!?!

The Supervisor was barely able to explain it to me. It was an issue with the system that said I had a credit of 238.36 and it just finally balanced out on the 24th. So I was told by THREE representatives that I would get a refund and now when I call the get it after having to wait a month for it, I'm told I WILL NOT BE GETTING ANYTHING BACK!

T-Mobile has some the nicest, most empathetic customer service reps... BUT THEY HAVE NO CLUE WHAT THEY ARE DOING! In one month, I must've spent over 12 hours trying to work with the customer service department. They made my already difficult move to Canada 10x worse! Especially since I couldn't use my phone for over 3 weeks!! Very polite service team but VERY STUPID!!! Beware!! If they ever tell you something positive, it's probably them making a mistake!

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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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T-Mobile Rating:
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1.2 out of 5, based on 108 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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