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T-Mobile Review

, Editor | Updated November 12, 2018

Consumer Reviews - Page 2

Posted on 03/04/2015

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.

Posted on 08/29/2014

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.

Posted on 08/27/2014

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!!!

Posted on 02/15/2014

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!

Posted on 01/08/2014

HOUSTON, TEXAS -- Two days into placing an order for new service with T-Mobile. First their credit approval system didn't work, now the electronic signature software doesn't work. Crazy! At the end of the first day, they finally logged the order. This is the end of the second day. They want an electronic signature to confirm. Have been trying all day. Haven't succeeded. Can anyone tell me why I want to do business with T-Mobile?

Posted on 12/23/2013

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.

Posted on 12/03/2013

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.

Posted on 12/02/2013

PHILADELPHIA, PENNSYLVANIA -- The money that we pay for these high tech quality phones should never have a reception issue especially within your own home. I was once a Sprint customer & I've never experienced a bad reception service. I would really like to have this matter resolved, I'm more than certain I'm not the only customer having reception issues with y'all service. T-Mobile, I really hope this matter is taken seriously. If not, you won't just be losing me as value customer but many, many, many other value customers as well.

Posted on 11/10/2013

NEW YORK, NEW YORK -- The signal does not work in most NYC buildings and storefronts. On the street the signal is good, but, if you are inside somewhere the signal shows as "no service" and you cannot use the phone. This is deplorable and unreliable. If you decide to engage in business with T-Mobile you are asking for trouble. The few $ you may save each month over Verizon are not worth it. A phone that cannot be used is pointless.

Posted on 10/29/2013

ACROSS AMERICA, WASHINGTON -- I have been a loyal customer with T-Mobile for just short of a decade. Recently, I had a problem and T-Mobile followed up with a phone call to review their service and to garner feedback if it was satisfactory. My biggest mistake was participating.

The representative took the opportunity to pull a fast one. When I mentioned that I had never got anything from T-Mobile, not so much as a free phone during my contract time and I was fed up with the service. She said she would arrange a loyalty reward of a discounted phone as they would hate to lose me. HA HA. It ended up with one of T-Mobile reps calling a secondary phone I pay for a family member, and leaving a voice mail which compromised my personal information. Did T-Mobile care, NO!!

My account was to be adjusted to lower my payments on a newer and better plan and I added another line. I was offered a 25% discount on a new phone as well. At the end of three separate 1 hour conversations, only then was I told that she needed my email address in order to finalize the changes. Now in more than 10 years I have not given T-Mobile an email address, all changes were always done over the phone. However, this time she insisted that she had to have an email address to make any transaction to my account. I knew this was not true.

As a senior citizen who has had a major problem with identity theft, and been the victim of scams, I told her I did not use the internet, and I would prefer to go into one of her outlets, provide my ID and that way give confirmation that I authorized the changes. She said it could not work that way. I said that it was sad T-Mobile is forcing senior citizens (I am almost 80 years old), to compromise their security. I had already told her of some of the problems I suffered with identity theft, even before she asked for my email address.

Now T-Mobile will say that they have one of the most secure systems, so did the bank that screwed up causing the identity theft and thousands of stolen dollars. I explained that though T-Mobile may be secure, my computer and email would be the weak link, and I was not willing to risk that. She said she could not help me.

But then a few days later I got a text saying the changes had been made to my account. So I called, curious to know how that could occur. I was told that only part of the changes had been made, my plan had been partially changed, but nothing had been done about sending out the new phone, or switching the line. Mind you, all of this was done simply by my word over the telephone.

My question was, if you can do part of the changes how come you could not do all of them? I felt bamboozled and said so. No one could give me a good answer why T-Mobile was insisting that they could change my account partly but not do the entire deal. The representative then hung up on me after talking down to me as if old age makes me an idiot. Her name is ** and she works in T-Mobile's loyalty department, and need I say she is the worse patronizing motor mouth one could ever have the misfortune to encounter. She was hollering through anything I tried to say, impolite, rude and far too full of her own crud.

My older son called on my behalf (he has permission to make changes to the account), however, this time he was not allowed. They insisted I had to call in with the last four digits of my social and everything would be done as it was already set up. However, once I called in, it was a different story.

The representative ** had added $27 dollars to the phone, and still insisted that I had to give an email address. She spoke to me as if I was begging them and that she was doing me a favor. I told her, I was not the one who raised the subject of the new phone, it was offered to me as a loyalty reward. She insisted the price had gone up (within 5 days). That T-Mobile was doing me a favor and she did not have to honor the discounted phone. In addition she also tried to sell me insurance on the phone.

I told her I was not interested in insurance, realizing she was looking to squeeze as much more money as she could out of me. She then returned to needing an email address to complete the deal, though she had said earlier in the conversation that she would waive it. That is when she hung up. I thought she would call back, but it was the next day, I got a call from my relative telling me about the message she had left on his phone with compromising details of my account.

Of course, no one would put me through to a manager or supervisor to file a complaint, and from what was read to me in the notes ** wrote, she made it sound as if I was a crazy old woman trying to make T-Mobile give me a discounted phone. That I'd asked for a discounted phone'. Not even bothering to mention it was offered to me. Though the representative who read **'s notes to me said it was against company policy for any representative to contact anyone but the primary party on the account, or leave messages that could compromise financial and private information, I still never got to speak with a manager or supervisor to make this report directly.

T-Mobile no longer calls me since then to check on the quality of service either, effectively wiping out any change I could make a complaint. My account is still extra high as they reverted it back to the original plan where I pay for any pictures or images sent per item. My blood pressure rose so high from all of this stress, that I could not manage the switch I had planned, to rid myself of T-Mobile. So I wound up paying for another month.

It has been the most stressful and nasty experience. T-Mobile has no respect for senior citizens and makes no provision or allowances for their needs. Rather, the rude ** females like ** are allowed to jeopardize our safety and violate our privacy with no consequences. If someone like this ** could be in T-Mobile's loyalty department and get away with treating a loyal customer and senior citizen so poorly, this company needs to be out of business.

This country really needs more competition in the mobile department. Legally, senior citizens should not be forced to conduct business via the internet. There are a million reasons why. If T-Mobile really wanted to improve its service it should seriously look into feedback like mine and provide proper choices to seniors.

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