CLEARWATER, FL -- While still paying on my iPhone 5S T-Mobile said my phone was old and they couldn't help me with the dropped calls, not getting calls or text messages. My phone kept going to 'No Service". They told me I needed to upgrade my phone but forgot to tell me that the iPhone 7 was on back order for a month. I asked if they would help me with the down payment so I can just get a phone that worked, they refused. Every time I called the representative would tell me something different. They have the worst customer service I have ever experienced.
After two weeks and several attempts to resolve the issue I told them if they refused to help me I would switch to a different company. I was told if I switched I would need to turn my phone in to get the $100 credit that I owed on it. I called today to see where I can turn the phone in at and was told I couldn't. I was a long time customer and glad I made the switch to a different carrier.
PHILADELPHIA, PENNSYLVANIA -- I was with T-Mobile for 4 years of BS. They charge you for things that happened 10-12 months ago. When you think your finish paying for a product you find out that you're still paying for a product that happened last year. I think this company is a rip off. I been paying for 2 phones for 3 years. I HATE HATE HATE T-MOBILE. I want out of the so call no contact as soon as possible. However, I can't get out of this no contact because they keep adding more and more things from 3 years ago.
TEXAS -- I have been a T-mobile customer for about 15 years which will end tomorrow. I expect a certain amount of poor service from mobile phone carriers just given the way the industry is run, but what I have experienced the last month is outrageous. My Iphone 5s was stolen which I reported on 8/3. It had 1,000 pictures of my 11 year old daughter on our first trip to europe together. We had returned a few days earlier before the phone was stolen. In a last ditch effort to locate the phone, T-mobile told me I could go through my account, which for some inexplicable reason I was locked out of. IT gave up after trying to fix it for 5 days. Tech failure #1.
Although the phone was still live when I reported the theft, for an additional 2 days or so, t-mobile told me there was no way to backup my pics, unless the auto backup feature was on, which it was not. This was false. A few days later, a friend suggested I check with apple and was told that if t-mobile had given me the correct information the pictures could have been backed up as long as the phone was still on which it was when I spoke with them. Tech failure #2.
When I reported the phone stolen, and before t-mobile transferred me to technical support, I asked for and was told I would get a call back for phone replacement as I carried insurance. This never happened. Customer service failure #1.
I called on 8/23 to inquire about my phone replacement and was told I would not be transferred because the account was a few days late. I disputed the charge, given that I had no phone for 3 weeks but was given no choice to pay it. CS even refused to transfer me to complaints and the insurance dept. Customer service failure #2.
When I paid the bill, I was told that I had not reported the theft to the "insurance department." I was told there was no record of CS promising to have some call me, and I learned for the first time that no effort had been put into replacing my phone. Customer service failure #3.
When I was transferred to the insurance department, I learned that in fact it is a separate company that is not part of T-mobile. Customer service failure #4. The woman I spoke with was helpful, but was unable to confirm there would be a callback number on the email she said she would send me in regard to replacement.
After going through all this, I called and filed complaints against customer service and tech support. That was yesterday. I was told these issues would "be escalated" and an executive from Albuquerque would contact me by 5pm cst today. That didn't happen. Customer service failure #5.
Today, I chatted online with a representative who made it clear to me that no action had been taken on my complaints, although she confirmed I been promised a call by 5pm, which had already passed. Customer service failure #6.
In fairness, the woman I was chatting with told me she would have a supervisor call me. I objected because that was not what I was promised, and I knew this would be more of the same. The supervisor did call a few moments later but told me she had no knowledge of my complaints and would need to get up to speed. I told her to get up to speed on the file and call me back. She agreed, but did not do so. Customer service failure #7. I insisted the woman I was chatting with online give me the name of T-mobile's counsel. I was given the corporate address with a phone number for customer service. Customer service failure #8.
I called the number given and waited the typical time to get through voice mail. I voiced my complaint that I had not been contacted by the Albuquerque executive and the information regarding counsel was clearly a smoke screen. She gave me a proper address but refused to give me a phone number. Customer service failure #9.
When taking these issues in the aggregate, it is clear that T-mobile is set up to avoid giving internal departments even the most basic authority to resolve anything. I was perpetually directed to other departments and put on hold for hours over days trying to resolve this. The executives allegedly running this company should focus more on by actually running it and less time trying to sell it in order to obtain their golden parachutes which they clearly have not earned!!!
I called to try to upgrade a phone line to the Galaxy S 4g phone for my daughter's phone for free. A representative informed me that there would be a cost of over $150 on an upgrade of that line but that I had another phone line they could upgrade without the fee and that they could get me an rebate of a month's service if I went ahead and agreed to 2 years contract on all 5 of my phone lines. I made the representatives know that this phone would be used on my daughter's line not on the line that they were actually upgrading.
Then I also ordered a new line again telling the representative how the phone (another Galaxy S 4g) would be used on a different line as the new line would be for my elderly Mother that wouldn't have a need for the technology this phone had to offer. They were very friendly on this call. Two days later I called to see about transferring the web on my line to my son's line. I was informed the price would increase as my line was grandfathered in and so even though it was the same account they were not able to allow the same service to a different line on my account.
Today when the phones were to arrive I called to have the web services transferred to the lines I needed them on for the new phones and I was informed that those services would have to be on the lines for which the new phones were ordered, which were lines that were not going to be using the services.
So I then told them that I would cancel my daughter's line and transfer her number to the one upgraded as she would like to keep the number she has had since we started with T-mobile over 5 years ago, the representative stated that I had agreed to a 2 year lock on all 5 of my lines by a rebate of the amount of less than one month's service and so I wouldn't be able to switch the phones and services as needed but offered to add web to my daughter's existing line.
Meaning that 4 of 5 of my lines would all have web with only 2 using the service as well as the cost adding a minimum of an additional $15 per line as only old phones support the $10 a month web and for the $15 you only got 2 mb of usage and if you went over there were steep charges so I would need to monitor her usage or pay the price.
I ended up telling her I wanted to cancel everything and I would send back the phones in which again I was informed that until they receive the phones I was still under contract and billings remain in place. I will be rejecting the delivery today when they arrive at my home and will be cancelling all my lines as soon as they are up by contract by the end of this year.
Be careful as they are sneaking in the 2 year contract by giving you a reduction in your bill by $5 a month or as a rebate when there is a cost associated with a new phone. I believe this is to bring as many T-mobile customers over to AT&T when they sell out in December. VERIZON HERE I COME!!!
I have been dealing with T-Mobile for months now regarding two tablets that were defective and returned to them. Back in October T-Mobile said to return the 2nd defective tablet, and once they received it, all the charges would be removed. At the time, the representative credited 3 charges having to do with the tablet. She also said that from that point on, we would no longer be charged. They did not stop charging. But I kept paying. I finally got tired of paying what I did not owe, and waiting for them to credit my account and stop the charges. Last month I paid the portion of my bill that I did owe.
I subtracted everything regarding the tablet from my balance owed. I have just spent my entire lunch hour speaking with four different people, and all of them kept saying the same thing, that the charges are legitimate. T-Mobile had also been calling from a number I did not recognize, and not leaving a voicemail. I finally had to search the number to found out it was T-Mobile. I have been with T-Mobile for over 10 years. Two years ago I got a bill with over $400 of text charges. I have unlimited texts. It took over an hour with one representative putting me on hold and coming back with a reduced amount I can pay for the text charges.
After I told her that I was tired of sounding like a broken record, I finally was able to speak with someone who took care of everything in just 3 minutes. Now, why couldn't that happen today? I even told them my past experience being given the run around by them. I said again to two people that I was tired of sounding like a broken record, and was tired of hearing them sound like a broken record. I finally had to hang up because my lunch hour was over. I will have to try again tomorrow.
One day this sales person ** comes to my office and says he is working for T-mobile and he offered us a good deal on five lines. We were hesitant at first and we asked him a lot of questions, but he gave us answers we wanted to hear (later I found out he was lying). He said we would have 14 days to try the phones and service and if we didn't like it, we could return them at no charge. He also promised to have out cancellation fees from AT&T waved. So we signed up. And that is when the nightmare started.
** said we would receive the phones in 2 day and we got them in 10 days. Then it took them one week to port our old numbers to these lines, and by the time we could actually use the phones, we were already beyond that 14 day risk-free period. He also lied to us that we can use wi-fi calling with this phones, but it turned out the Iphone5 didn't have that feature.
So one of the people decided to cancel his line and called the customer service (we were given a specific phone number to call with questions and concerns and were told not to call T-mobile directly). They said it will be a fee of $600 dollars. We asked them if we could avoid the fee if we ported that number back to AT&T and get a replacement number for that line from T-mobile. They said we wouldn't get a fee. A week later I got a bill for $400 dollars for Breach of contract.
When I called them, I was transferred to the collection department manager David **. He was very rude and unhelpful and he asked me to give him specific details like the name of the person I spoke to last time and the date. I didn't remember that and he said if I was calling with accusations then I should have known that information. Not to mention he was raising his voice to me. I asked him if he could listen to the recorded conversations and he said: "I will not do that, because they are a lot of conversations".
The other problem we had was with the cancellation fees with AT&T. As I mentioned before we were promised to be reimbursed for them, so I sent them by AT&T bill that showed fees for $750 dollars. Then I called customer service to make sure I will be credited for that amount. They told me they have a limit, so I'll only get $600 dollars but I have to wait 4 months for that.
Then I spent like 45 min arguing with an agent about that and then he transferred me to a manager. He was pretending that he was checking something on my account, so another 50 minutes later he said "we can't do anything, call T-mobile". And that is when I realized that they were not T-mobile. They are an independent company that only finds customers for T-mobile and they don't know what customer service is. They don't care if you will cancel the service, because they will charge you $600 dollars.
FAIRFAX, VIRGINIA -- We signed up with T-Mobile for a cell phone. In the first contract, we were offered a base plan contract for $20 dollars unlimited calls in the States, plus $10 amount to make unlimited call to Germany. We were told the first three months we would be overcharged, but after the fourth month we would see the credits and we would be paying a total of $30.
After four months we did not see the credits and returned to the center. The individual selling us the plan had left and the young sales assistant informed us the plan we signed does not exists. Our plan would be $49.99. I said cancel the contract as you cannot deliver the service, but I was told as it is four month into the contract I would have to pay $200 penalty to leave. I signed the $49.99 contract and after a few month I realized I am charged for minutes to Germany.
I contacted customer service and was told the plan does not exist. We had to pay $79.99 for the plan we were using. As soon as the contract was over I returned to the T-mobile store and canceled the contract. I decided to sign up for a two year contract for $40 month. I returned and asked to terminated the contract, and was told anytime after the 15 March 2015 to return and it would be canceled.
Today I returned to the store and was told we can terminate on the 24 April and I should have read their business rule. All I can recommend is to stay away from T-Mobil. You are being interrogated by their customer service and have to repeat the same information over and over.
MISSION, TEXAS -- So my husband and I had Verizon for about 5 years and we saw the promotional that T-Mobile had about switching to T-Mobile and they would pay your contract for Verizon. We eventually switched to T-Mobile, the sales representative told us that there was no contract, the phone cost was going to be included on the bill, and we paid a little over 100 for each phone for a deposit.
My husband had to give them his brand new Galaxy Note 2 in order for them to pay off the account for Verizon. To make the story short we had to send a paper with our information from Verizon after the first month. So I did. It's been over two months and I have not received any Visa card with the amount that he said that they were going to pay. I called the company and they told me that we did not meet the requirements that they were asking. And now we're stuck with them until we pay off our phones and on top of that my husband is already on collections and we have to pay Verizon and his Galaxy Note is lost. Worst customer service and worst company.
MIAMI, FLORIDA -- I have been interested in upgrading my Blackberry since last year. I opted to wait for the new Z10. I signed up for updates and patiently waited. During the wait I became impatient and frustrated. I called customer service and was offered a Note II at a great price. When I agreed and tried to purchase it like all my other phones. I was told I now had to pay full price and could not do what I had done before. I call back a couple of weeks later to purchase the phone and now the phone is out of stock.
Last week I'm at a BestBuy and see the new Z10 and a Blackberry representative She explains it's the nationwide release that everyone should have it. That she'd be more than happy to sell me a phone through AT&T. I tell her no thanks, going to stick with T-Mobile. I go to your store, and once again you don't have it. I call customer service a couple days later, and again you don't have it.
On March 26th I get an email saying phone is available. I call customer service and ask if it's online only, or also in stores. "**" says stores and that she will be glad to check. We pick a corporate store and she calls for me to check stock, at your Dadeland Mall store ( Dadeland Mall (1301) 7535 DADELAND MALL STE K4050 MIAMI, FL 33156. 305-668-0050).
She calls me back and says she spoke to store, and they have them in stock. I change my schedule around and head to the store immediately. When I get there, two reps attempt to help me. Young guy checks my account and calls girl over, who claims to be the manager. Neither one of them decide to give me their names, neither one of them was wearing a name tag.
They both go on to ask me who called me? When I tell them no one called, I called customer service. They proceed to tell me that the stock they have is for "their customers" and they cannot be selling phones to other stores. I explain I'm not from another store, that I called customer service, and last I checked I was a their customer. Manager says "they didn't speak to me" I go on tell them to look at my account and the tenure. That I've been a customer for over 10.5 years.
Apparently that meant absolutely nothing to them, and I am told they "cannot sell me a phone, because I'm not on their preferred list." I become irate and tell them that was BS and ridiculous. When I ask for the manager's card, she gives me a blank generic store card and refuses to give me her name. I call customer service and specifically tell the representative that I was livid and would do my best to contain my anger and not use every expletive I could think of. I slip one word in and she tells me she understands but to keep calm. Looks at the notes, and ask me for info on the store.
She agrees with me, what I was told was ridiculous. That if customer service sends a customer to a store, they should be able to sell me a phone. Puts me on hold and calls the store. When she comes back on, she now has "**" on the line. He says "it was ridiculous to turn me away, just come back to the store and he will take care of it." Now all of the sudden, they can sell me a phone? I slip another expletive (**). That I was not going to do that.
At this point because of their inadequacies, I had wasted two hours of my day, and as a consultant that gets paid by the hour. I had now lost more than what two phones cost me. That I should have been sold a phone when I was there, not given some excuse that "I was not on their preferred list" "**" goes on to tell the representative on the phone, "just hang up on him".
At this point I become even angrier because I cannot believe his audacity. Where has your customer service gone to? I hang up on the representative to gain my composure. Few minutes later I call back your support to get names of the reps and your representative once again gives me the run around. I am beyond disgusted. Is this how a loyal customer with such tenure gets treated? This entire incident was a complete lack of respect for my time, and years spent with the company.
I am begging for help! I'm sorry about the length of this and I'm hoping someone can help and tell me how to deal with T-Mobile. I've been a loyal customer for several years and I had wonderful cell service until June 2011 when I moved and service was non-existent.
I could not make calls inside my home, use the internet or send a text message. All phone calls had to make while standing outside by the street often in the rain or snow or in the heat. The first time I called I was told they would test the signal and asked me to go inside. I told them the call would drop if I walk inside. I walked in and the call dropped. I went outside so they could call back. This went back and forth several times.
My next phone call I was rudely told T-Mobile doesn't guarantee I will get service inside my home. I have a child that is home alone and I had several instances where he needed to contact me and could not. I got him a phone for this reason so he could reach me in an emergency. My son has several months with zero usage and my phone usually less than 100 minutes, maybe a 100 text and some internet service. None of these in my house. I complained a couple time but was treated poorly each time and being told they don't promise service will work. I let it go because I knew I was within my 2 years of the contract and would get out then.
On September 11, 2012 I called to cancel my contract and request information on porting my cell phone numbers to another company because thankfully my contract was up. I spoke with ** about porting my number and we talked about how bad the service had been in my home.
He proceeded to convince me to let your company send me a booster. I declined. He kept telling me give it a chance because if I didn't like it or it didn't work I would send it back within 20 days and the contract was void. More than once I told him I don't want to do this and I was a little upset the reps on all the previous calls treated me poorly and essentially said “read your contract, we don't promise our service will work in certain locations.”
He said he understood and apologized for the calls with other people. I told him I want to make 100% sure before I agree to do business with T-mobile again that I can get out of the contract because I am not paying over $125 a month for two phone lines that I can't use at my home. He assured me this would be the case. He made me go through the phone prompts agreeing to a contract. I assume (or assumed) the rest of our conversation was also recorded??
The next day I got an email saying the booster was canceled. I immediately and was told it wouldn't work where I live and will block neighbor's signals. I immediately called about the booster and they said because I also told ** there was a something between the walls separating my town-home and my neighbors when it was actually just walls separating the units. I was locked into another two years of unusable service. There is a garage on one side and something between the walls on the other side which is why the booster order was canceled. I'm sorry this probably doesn't make much sense.
After a tearful night and realizing I must me the stupidest person on the planet to get screwed over by T-mobile I got furious. Hopefully they give ** a big raise. He earned it. As I work in a customer service and am appalled at the sleazy way they do business. Is there anything I can do? I ported my numbers to another company and cannot afford to pay the termination fee and cannot afford to have a big ding on my credit, more important I REFUSE to give them a dime. I feel tricked and ashamed that I was so dumb to get duped like this.