T-Mobile Review

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.

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.

SACRAMENTO, CALIFORNIA -- My iPhone5 was purchased on 08/05/13 by my husband as a birthday present for me. Ever since I started using this phone I got nothing but problems. Calls would drop while talking to someone, most of time it would show "no internet connection". It would show "no service" therefore I am unable to make or receive any calls. The voice quality of the phone is so bad that every time I talk to any family or friend, they would ask if I was sick or I had them on speaker phone (no to both). Phone would get very hot itself, and internet (if there was a connection) would be very slow for a so called iPhone5!

On 09/04/13 the 29th day of the purchase we decided to take this phone back to the store as we could do that within 30 days. The Manager at the store just heard my complaint and said they will exchange this phone with another one but it will be on mail order as there was none available in store. I agreed to this and thought it will just take them a few minutes to place this order.

Two sales reps started working on one computer and took them almost an hour to get to us to their counter. The reps named ** and ** were very playful and acting like kids while handling customers. We did not appreciate this while we were trying to get some help. They both were teasing each other, joking, tagging and just giggling and this was just annoying.

When our paperwork/mail order was all done in their system we were told the new iPhone5 will arrive within 3 days. It will be 9 days tomorrow and still no sign of the new iPhone5. We are very disappointed with T-mobile's delivery service and most of all their staff's customer service. Their sales representative should be going into more training and also act matured when dealing with their customers!! This store inside the Arden Fair Mall, Sacramento, CA. I am a one unhappy new customer of T-mobile!!

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.

GEORGETOWN, SOUTH CAROLINA -- Had the L9 for six months when it slipped off the couch onto to carpet and wouldn't come back on. As the "phone insurance" is supposed to cover this we notified them a.s.a.p. However we are now going on week two without any resolution. They had us re-fax them the claim three times, re-email them twice plus so many phone conversations it would be hard to count all the time spent on hold. Plus now hearing from others like myself that the replacement phone is one that was refurbished. Needless to say not enjoying my T-mobile experience.

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.

GREENVILLE, PENNSYLVANIA -- I went to T-Mobile store because kept dying and I couldn't call. I have had 3 weeks of apologies and still no help. All excuses.

VALLEY STREAM, NEW YORK -- My daughter went into T-Mobile store to inquire about a new phone and when does the contract on our family plan end. Store manager stated it had several months to go before it expired but recommended that he can close the account, waive the early termination if she agreed to open new account with the family plan, that way she gets the phone she wants. This suggestions coming directly from the store manager sounded credible since he's the person in charge of the store. Well, the old account was never closed and kept growing and growing for early termination and numbers ported - the numbers we no longer had.

After tireless calls and letters back and forth to T-Mobile customer service, fraud department, store manager, district manager - nothing has been resolved. Nothing is on file of our concerns/complaints from the beginning. Both managers promised, apologized for wrong code use in ending the account. They were trying in the beginning to correct and kept apologizing but of course nothing was ever corrected. Let's just say that it's over a year fighting this and now a nasty collection attorney is calling, harassing my daughter and threatening to go to court.

I know this is a scam - it sounded too good from the beginning. T-Mobile is trapping their dedicated customers into scams, not only getting them harassed with collection calls, causing a lot of stress and ruining a perfect credit. I will help her fight but why do such a sneaky move to a happy, dedicated over 6-year customer with a family plan?

P.S. we still have the second family account, still paying on time and still thinking positive about this whole sick situation. Cannot wait to finish the contract and tell them to screw themselves with my account - while we still fight for the first account mistake. Pray for us.

CALIFORNIA -- It seems that no matter what T-Mobile store I go to, I get scammed, while the company itself takes no responsibility for its stores' dishonesty in any way. One store's employee, when we told him we needed a new phone but wanted to keep the same plan, took us on a roller coaster ride that included promising us that the new plan would keep the same price and minutes, but we had to have our phone numbers changed. Then, when we were in too deep to get out, they made us sign a blank credit card receipt, saying that it was just a procedure and no charge would be made.

Eventually, it turned out that they scammed us. The bill came in the mail and we saw that the new plan cost more and had less minutes. The manager of the store wouldn't talk to us, so we had no choice but to call T-Mobile's customer service. There I got a very polite run-around. Basically, they take no responsibility whatsoever for happens in their stores. They did put us back on the old plan, though, but in short order, the store charged our blank, signed credit card receipt for $269 for cancelling the new plan.

When we needed a new phone again, we went to another store where we were asked if we wanted insurance. We emphatically said no and refused to sign on that line. Nevertheless, when the bill arrived in the mail, there was the insurance charge. I called T-Mobile and they "cancelled" the insurance. We were not reimbursed for the charge that was already made and, once again, they took no responsibility whatsoever for the wrong actions of their store.

Finally, we went to a third store recently looking for new phones. I only needed a cheap one for emergencies, but it turned out that although the store prominently displayed several cheap phones, the one I wanted wasn't available and the more expensive ones were being sold at higher prices than those posted. Once again, calling T-Mobile did no good at all. They were condescending and promised to talk to the store and try to locate the phone I wanted at a Best Buy. If it wasn't for the fact that their plans are cheaper than everyone else, I would have left them long ago.