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.
SPRINGFIELD, MASSACHUSETTS -- I went into T-Mobile to spend over $600 on a Galaxy 4s for my teenager's phone. The salesman was rude, disrespectful and obnoxious! He asked if I was upgrading or not, because he didn't want to waste his time with me (although no one else was in the store). Then, couldn't look up my usage, and lastly, said it would cost $100 in fees for the free phone that I had which I did not want to upgrade. Needless to say, I left.
This is an "independently owned" T-Mobile, up the road past Walmart on Boston Rd. is a Corporate T-Mobile, that waived fees and was courteous, kind and professional! DO NOT WASTE YOUR TIME AT THE EASTFIELD MALL T-MOBILE! LOSER LAND!
TAMPA, FLORIDA -- I have been a client of T-Mobile for over 10 year. I satisfied my contract and decided to switch carriers for better phone services and more phone selection. T-Mobile was notified of my switch to another vendor yet still charged me for an additional month of service claiming I did not provide them 30 day notice of porting to another provider. When obtaining my 5 cell phones I had to pay a month in advance, so they charged me coming in and double-charged me going out. This is unfair business practices and I will never use T-Mobile again. In fact I will do everything I can to warn people about the excessive fees charged by T-Mobile.
CHARLOTTE, NORTH CAROLINA -- We switched from Verizon to T-Mobile several years ago at our adult child's request. The relationship with this carrier has been excellent - as long as we never left home. The limited service plan was a hassle, but we chose to live with that limitation until recently.
Retired, we have traveled quite a lot over the last quarter of 2013. During those 3+ months, we had virtually NO PHONE SERVICE while traveling - except when we were home to prepare for the next trip. I do not believe we should have to pay T-Mobile's normal rate for that time (Sept - Nov) since we probably had service only 50% of the time - maximum.
Also, we had an ill family member during the Pacific NW vacation and we're very frustrated to be unable to receive emergency calls or to call to inquire about them. Additionally, when we were in far Northwest Continental USA, we occasionally had phone service but T-Mobile reported incorrectly that we were in Canada (never) so data roaming charges were incurred. Thankfully, T-Mobile refunded those charges but there was still the risk they wouldn't and the hassle to get that done.
Again, T-Mobile products and service OTHERWISE are excellent, but these were severe enough issues that we switched to Verizon as soon as we returned home. I am writing this in the hope T-Mobile will realize how critical coverage is and expand their area. Thanks for listening and sharing this.
EDISON, NEW JERSEY -- I wanted to buy new phone and decided to try T-Mobile, 'cause the prices for phone were really nice. It was a big mistake! I've ordered Galaxy Note 2 online. And all I got two weeks later is an empty package. I called customer service. It was a nightmare. I was spending almost an hour on hold every day for 3 days, when they were trying to solve my problem transferring me from one department to another.
First, they opened investigation claim, then they said they would send me new phone and refund me the amount of the previous order, once investigation is complete. It was fine with me because I knew that the phone would never be activated through my account. Second, while confirming the order they never bothered to ask which address I want it delivered to, but the worst part was that they called me the next day and asked me how I want to be charged for the full amount of the previous order, which I never got!!!
They don't seem to have any records of my previous problem case, their departments don't seem to talk to each. I was on hold with them for more than 40 minutes, and they said that there is nothing they can do, until investigation is over. I was being treated like a criminal. I've never ever had such a horrible experience with any other company as T-Mobile. I'm never going to use T-Mobile again and advise everybody I know to stay away from T-Mobile as far as possible.
Purchased a cell phone, the original, seven years ago with the number @$315.00 in NYC **! Paid prepaid min. on the cell phone, until the phone was reported lost or stolen 4 years ago. I repurchased a red cell phone with camera on it for 1/3 the price (was able to keep the number) in NYC! On Jan 6, 2013 once again my purse was snatched at the Port Authority, NYC, and had to purchase an emergency phone right away and purchased the phone I now have @**. Purchased for less than $100.00!
The point of the COMPLAINT is that, I called and wrote (contacted T-Mobile) trying to keep the number I had been paying prepaid minutes (approximately $5,000.00 - 6,000.00)! I even asked them to send me an equivalent cell phone and bill me since my credit should be good. Within three months, the number that had been deactivated was given to another, and this I object!
Within seven years one notes their number on myriad documents and applications. The grace period should have been longer than three months, perhaps 6 months even a year before one's number is given out. Does this new customer live in NYC? This was not fair! I had intended to purchase another phone, and would have preferred to keep the same number.
Additionally, I had 300 photos and personal information on that phone that should be immediately cancelled once the phone is deactivated and once one reports a phone lost or stolen! It is my opinion that the first original cell phone, and second updated with camera cell phone may have been taken by the same source!
SAN ANTONIO, TEXAS -- So, if anyone has T-Mobile, I would encourage switching carriers. They charge more for their phones (I got one for 180 that they were selling for 240)... they charge more a month for their bill (paying 55 now vs. 75 with T-Mobile for the exact same services)... and their insurance policy is much worse ($7 a month for 24 months plus $70 deductible for T-mobile vs. a one time $70 payment with Best Buy). Then if you want to cancel service when your contract is up, they make you pay the full bill for the month if you port your number over to a new carrier, but if you just cancel and get a new number they pro-rate your bill.
Basically they are screwing you out of convenience if you want to keep your same number... and why do they do that? Because they can and it is in the contract... even if my new carrier were terrible, I would never switch back to T-Mobile because of their policies and how they are completely unwilling to work with the customer.
LITTLETON, COLORADO -- Beginning June 1, 2013 we have had a very poor signal at our home. By contacting T-MOBILE we were told it would be fixed in 3 days. A week later we were told we need a signal booster, which they couldn't provide until the first of next year. We Tried new phone (at my expense) to see if it would help, we also tried another brand of phone (at my expense). Now we went back to the second set of phone because they work the best of not being able to hear verse missed calls. My wife and I have had T-MOBILE since 1997 with a few drop calls but nothing like this of not being able to hear the other party until it drops. T-Mobile says this is their growing pains and it is what it is.
After many complaining calls to T-MOBILE I received a signal booster, directions say find a window in your house that has at least five bars (if I had five bars I wouldn't need a booster.) Some neighbor have already went to other phone network, others like me are locked in a contract and have no phone service at our home. After complaining about still not having a signal at my house with a signal booster and many dropped calls and asking about an early cancellation due to no signal they just laugh and say it will cost me dearly.
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.