GREENSBORO, NORTH CAROLINA -- My wife was a customer at Verizon and the bill was always very high. T-Mobile had this plan that they would pay you out of your contract to sign up with them (DON'T BELIEVE IT). She did and filled out the paperwork but was never told she had 60 days to return it. In the meantime, she had to go to the hospital. Now, Verizon is billing her for over a thousand dollars and T-Mobile refuses to pay, which they have the worst service available.
The company has no and I mean no integrity on their part to customers. RUN FROM THIS COMPANY if you know what is good for you. I'm not a big fan of Verizon, they are high in their service, but at least you have no problems in getting service. As I said, RUN FROM T-MOBILE!
HENDERSON, NEVADA -- CELL PHONE ACCOUNT THEFT - NOTHING T-MOBILE CAN DO. I had my identity stolen and my T-mobile account hacked and my phone was cloned. I changed the password multiple times and I was assured by them that the account could not be re-accessed without the password. The ID thief not only continued to access my phone and re clone it with a sim card but sometimes he did it in less than 10 minutes. This was a business line for me and I had it tied to many of my accounts and was important to me.
Finally after about the 5th time he stole my line I reluctantly canceled the line, only to find that the ID thief ported (moved the line) to his own account right out from under my account's nose. I don't understand how it' s legal to take somebody's phone line without their permission. T-mobile said that there is nothing they can do to get it back. This isn't just the loss of a line because they are now using my old phone line to try to take out new accounts and impersonate me to further make fraudulent charges in my name. This person obviously knows this system well and is a serial fraud. T-MOBILE CANNOT SECURE YOUR PHONE.
DYER, INDIANA -- I purchased a defective USB cable from the Dyer, IN store and returned for a refund. Unfortunately, I couldn't locate my receipt but didn't expect any problems as the members of staff who sold me the product were there on my return visit. I also assumed that an international tech company like T-Mobile would still have a record of any recent transaction. The store manager, John ** was not only uncooperative and unaccommodating as he flat out refused to grant the refund, he was also egregiously rude and antagonistic. I managed to find my receipt and when I presented it he still refused to refund my $16.
He took great delight in showing off to his subordinates with his rudeness by telling me "I had my receipt all the time and just didn't feel like looking for it." He also told me he wasn't going to refund my money unless I said "please". As I was leaving he told me from now on I should shop somewhere else. Excellent advice actually that I absolutely follow. You should too, if respect, customer service and being treated like a human being matters to you. Apparently it doesn't to T-Mobile.
COLUMBUS, OHIO -- At approximately 12:40pm, I spoke with a customer service representative named ** (whom I could not clearly understand due to his accent) when I explain what was promised to me from store #7704 manager **. He put me on hold (did GOD only knows what) but returned to the phone stating that he notice that a reduction in the migration fee was to occur but he could not do it because the account notes were inadequate.
** stated that there was not enough information noted in the account and I must return to the store for the promised to be honored. Because I could not believe what I was hearing and thought maybe I was not clear, I requested to speak with a supervisor. I was place on hold again for approximately 6-minutes. Finally at approximately 12:59pm Supervisor ** came to the phone and repeated, I must return to the store if I wanted the reduction in the migration fee!
Supervisor ** spoke with me and his accent was no better than **'s but we managed through the call. He repeated what ** stated – return to the store if I want the promised reduction in the migration fee! I did not understand why he could not assist me! Even when I explained that I am a long time customer of T-Mobile and he should be able to contact the store and clear up the matter. Supervisor ** told me NO! I must do it myself.
Please know, at this point, I am very frustrated because it is Sunday afternoon which is family time in my home. I have four children, two of which are toddlers; the others are teenagers who have commitments for school thus could not babysit. Therefore, I had to locate a babysitter and drive approximately 30 minute from my home back to T-Mobile Store #7704…This is when the situation goes from bad to absolutely horrifying - I was held captive in store# 7704 for approximately 1-hour and 10-minutes!!
I arrived at the store at approximately 2:03pm, I am sure you are aware that the stores have camera's thus this can be verified by checking the store cameras. I spoke with ** (store clerk) about the lie customer service representative ** then supervisor ** had told me about the account notes were inadequate and the migration reduction could only be given by the store! Well, ** went into the account and read all the information with the representative's name that authorized the reduction. Now I am even more upset!
When I inquire about ** (store manager) I am informed he is off but should be in sometime Monday but unsure of the exact time. This upsets me more and I request a full refund of the all items purchased in the store. ** tells me well he would need to speak with ** and proceeds to call him. I could only hear one side of the conversation which was-- she is upset and wants to return all items including the phone (which was paid in full).
Then ** tells me the only compensation ** could offer me was $20 for my inconvenience but the store does not bear any responsibility in customer service errors. I explained I do not care and I want a full refund! This is when the situation goes from a few minutes delay to 1-hour and 10 minutes detainment!! Justin calls back to ** and states she wants a refund and I do not know how to do a refund...
After sitting and standing there in the store (which the cameras will show) for over 1-hour, several calls to ** (who had promised to come into the store but NEVER appeared), another store representative (**) started the refund process which ** cancels and sends ** to take care of other customers, ** eventually process the refund but it's incorrect, again after 1-hour and 10-minutes finally I receive my full refund! Then I am released to leave with my funds and copies (which I had to request) of all documents!
This horrifying experience of being lied to by customer service, being held hostage by store# 7704 representative ** at the request of store manager **, the additional expense of babysitting and finally being denied my family time is absolutely horrifying!!
My family and I have been T-Mobile customers between 9-11 years and have spent on average for approximately 5-years $200 per month. This horrifying seizure/detainment was unnecessary and illegal! If this is how T-Mobile treats long term customers of 11-year then I am very terrified to experience treatment at 15 years! I can take my business to another company that will appreciate and respect my business and honor requests in a reasonable timely manner!
Considering this exploitation and hostile behavior, I am due compensation and an apology! Therefore, I am requesting that T-Mobile simply waive the monthly charges of $408.87, conduct an investigation, and provide me with an apology immediately!
NEW YORK, NEW YORK -- I have done business with many companies in my life, but never had as bad an experience as I have had with T-mobile. Back in November of 2011 my husband purchased a USB Broadband 'stick' for Wifi access from T-mobile. We used the plan that you pay as you go month-to-month. From the beginning, it was too slow. My husband would have to call them continuously to have them check into it. It was not the speed they advertised. (It was hardly better than the dial up we used to have). After endless calls, they would fix it and the speed would be better. But then it would get slow again after a short time online.
This went on for the entire year until Sandy hit New York in October of 2012. Our service became very erratic and spotty. Within a few days, in early November, we lost internet access completely. Then the real trouble started. Apparently, the storm knocked something out and they did not know how to fix it and their explanations became more and more bizarre.
We got varying stories from them. It ranged from the problem being a flood, to it being a fire, to not knowing what the problem was, to it being a problem with our USB 'stick' (they said the stick was not registering on the network and we needed a new Sim card), to them having to repair an antenna, to having to build new antennas, and finally, that we had service but were just not using the system correctly, or that our operating system was not compatible (this was after a year of having service and using the system properly, and my husband is a computer specialist).
They promised to reimburse us for the 30 days we paid for and could not use. Then they issued an additional credit. They told us to go to the northern Bronx 20 miles away for a signal, but we could not get a signal there. When we told them this, they said to go to Connecticut!! Can you imagine that we were paying for wifi access in our home and they were telling us we needed to go out of state for a signal. We did go to the Bronx, but we decided Northern Connecticut (a three hour drive) is just too much for computer access. So our dead computer continued.
As if this wasn't bad enough, each time we called, they set up a ticket for our problem, and we found out that these tickets were disappearing from the system, so each time we called, we had to explain all over again the long list of problems to a new representative. Since we could not use our own time, and certainly not the additional time they had "credited" to us, we finally asked for a refund.
Apparently, there is an even more insidious system when you are asking for your money back. We spoke to so many people it was mind-boggling. After switching us from person to person, each time it was switched, it became more garbled. When I got my landline back it was the same thing, so it was not my cell phone. The voices, once transferred, were garbled and unintelligible, and some were rude, seeming to take delight in our frustration and pleas for help. You would repeat your problem and account number over and over and they would invariably reverse the numbers or say they did not hear or understand you.
Meanwhile, you could hear very little of what they were saying until you could hear absolutely nothing. At the end of it all, they would switch us one last time, which then disconnected completely and with no options but to call back and go through the whole thing again. They knew most people would get frustrated and give up, which is what they were counting on.
We had also complained about the stick a while ago so when this occurred, they told us we had to go to a T-Mobile store, which we did. They checked it out and said (of course) that it was fine. When they started to say that we had access when we did not, we invited a T-mobile technician to our home so that they could see for themselves that there was absolutely no access. They refused. My last call was yesterday. The same exact drill. No refunds are given.
Then, "OK, we will issue you a refund but you have to speak to a "refund specialist" - an ** on the other end of the line that gets paid to give you as much grief as possible. And then to another "refund specialist" and then another. Each time you transfer, the connection is worse than the previous until neither you nor the person at the other end can hear a thing. And then you are disconnected.
I am mad at myself for wasting so much time with them. I have now gone to the Attorney General for my state and to the credit card companies. Do NOT look for a solution with this company. You should report them to as many agencies as possible until this consumer fraud is exposed and they are made to pay for all they are doing to customers.
Ps. when we went to them a few weeks ago for a refund of the USB stick (since they off and on said it was the problem) they refused, saying that we purchased it in October 2011 and was out of warranty. That was a lie, and we verified with our credit card company that we made the charge on November 2011 (and received it three days later). We were still under warranty, but they refused to acknowledge it and said we charged it in October, 2011.
They are not only incredibly deceitful, but also incredibly stupid, since the date of purchase can so easily be verified by the credit card company. I am sure there were other things I have not mentioned, but this is the gist of it. If you value your money and your sanity, stay away from T-Mobile.
USA, DISTRICT OF COLUMBIA -- You need to read this if you are or have experienced difficulty with your phone and you would like a replacement. (And you didn't drop it in the toilet or down the stairs.) Ratings: Customer service: Lame duck reps that have no power...don't even bother speaking to them. (A+ very nice and willing to transfer you.) Tech support: Not really technical and have no power...pass these folks up unless you want them to tell you to reboot and rebuild your phone, because that will solve your problems. (C good speakers but still have very little knowledge of the actual phone or power over solving complex issues.)
Escalation department: Dense (F - futile attempts at reason). If there were a way to place less than one star I would. Let me tell you of my issues and yes they are mine! I chose, of my own free will, to move from another carrier to T-mobile because of the price and incentives. It has been the worst move I've ever made and has cost me clients and more money than I saved switching. I joined T-mobile's ranks as a user in november 2011 (a little over 8 months ago) and since then it has all been downhill, let me expound a little:
Step 1. I chose to take a plan that allowed me to pay for a phone monthly instead of taking a payment plan with a higher monthly fee because I change phones regularly for development purposes and want the best on the market. With a standard contract plan I would have been paying more per month and would have to had paid top dollar for a new handset each time I changed. I chose the htc sensation because it was newer and pledged tech that many other phones did not carry. I paid over $400. The phone started crashing, rebooting on its own, and otherwise not functioning after about a month. T-mobile can corroborate my complaint with their notes.
Step 2. I chose to have the smartphone replaced using my insurance through T-mobile where they send the same phone (new to me but refurbished) so as to test the theory that the phone is defective and not that actual model/operating system. After reading through countless forums, I found that thousands of individuals were having the same issues and had encountered similar results in working with T-mobile...they were sent a replacement sensation and/or offered a lower functioning phone for exchange.
When I received the phone, as per the tech support member's instructions, I didn't load any apps on the phone because they said it was more than likely an app that was causing the problems with the phone. #1...Why in the heck (no, I try not to swear...but I'm sure someone here would be willing to do if for me!) would I purchase a $400 smartphone and not be able to load apps on it! And these apps are Google designed and published. Way to go T-mobile.
Step 3. The problem persists...so the second phone immediately has issues, many of which were the same issues I was already encountering with the previous phone...shutting down in the middle of browsing, inability to use the phone when plugged into a wall outlet or computer (couldn't unlock it and the selection of areas on the phone would randomly select other items not clicked on).
Step 4: Call T-mobile tech support...again. By this time (today, July 26/2012) I have called T-mobile over six times about the issues and each time they tell me something different. Today destroyed my patience and turned me into a raving lunatic! Not really, but sort of...this time I spoke to customer service, tech support, and the escalation department (they send you here when you threaten to leave) and none could or would even consider helping me. All I want is a replacement for the model that I have that actually works!
I'm a customer is good standing, I pay my bill each month, I only expect the phone I buy from a cellular company to work...is that too much to ask? It's like buying a new car and driving down the street only to have the engine blow up! Would the car company say..."oh, we don't build that engine, we only build the car around the engine and if the engine blows up, it's not our fault!"
Step 5: Options laid out by T-mobile for me to get a replacement phone with smart capabilities. Really, this is what they told me, "purchase a new phone or take one that is dumb!" That was their solution! Omg(osh), I could have figured that out all by myself! They even told me that they know the htc sensation has issues with the android operating system and that htc is working on a fix...oh yeah and has been for close to six months. Meanwhile the sensation isn't made anymore and the problems persist. So my options became as clear as can be...sell my phones for a couple hundred a piece and get the heck away from T-mobile as fast as my wallet would allow.
Parting thoughts: Take some time before considering T-mobile because they swear they test all phones in use on their system, but don't you think they would have caught a phone like the sensation that has had so many issues if that were true...maybe it is no.
NEW MEXICO -- I am very disappointed with how I have been treated by T-mobile customer service in financial care, customer relations & customer care. The responses to my letter inquiries appear to be a form letter with my name inserted. I have asked repeatedly in writing and on the phone to be able to discuss my personal issues specifically. I am fully aware of the early termination policy and am disputing much more than just that. I find it impossible to believe that after all this time I can't speak to a live person in customer relations. I have previously stated that I have been a good standing customer for over ten years always paying on time.
Since April I have been treated like I am a stupid person unable to understand the policies, a scammer-criminal and as though I do not have the financial means to pay the balance. I am a college educated and consider myself very intelligent. It has never been an issue of whether I am able to pay the balance as I have a well above average credit score and always pay my bills on time. As for being treated like a scammer or criminal – almost funny since I have no criminal record whatsoever – If I wanted to scam or not pay I would do just that if it was my nature. I simply just wanted to be heard and treated fairly.
Last Tuesday I spoke to a female representative. In our conversation she was extremely polite and let me tell her my whole side of this dispute. She apologized for my unhappiness and stress over the dispute. She put me on hold and came back to advise me in these exact words “within 3-5 days you will have an account balance of zero”. I said so after the holiday weekend this will be over and I will not receive any more calls. She said for my peace of mind to call the automated # for financial care and verify the account balance cleared. I was so relieved after talking w/ ** that T-mobile was able to come through and resolve this issue.
This morning July 10, 2012 when I called the automated info said the amount of $222.30 was still owed. I was once again very upset with T-mobile at this news. I connected to financial care and was treated again as though I was not able to pay the amount.
Today I spoke to a very rude staff member in customer care who used a demeaning tone and raised voice to me when I was explaining my issues (this attitude and demeaning tone seems to be a characteristic of most of the T-mobile staff). I brought up the conversation w/ ** and was told I must have misinterpreted her information. He finally after a lengthy amount of time transferred me to his supervisor (previously in call said there was no one to be transferred to).
The supervisor continued to treat me unfairly in the same manner as the care representative. After a lengthy conversation of which nothing was resolved the supervisor terminated the call hanging up on me. Another example of being unfairly treated by customer relations. I find it ridiculous that all I was told is that Hazel would be talked to about being more careful about misleading customers in the future. For the record I was not mislead as I wrote her exact words down and had her repeat them last week.
I feel that T-mobile should follow through with what their staff member tells a customer not just send out another form letter with my name inserted. I paid the past due amount this morning. I still hope T-mobile will surprise me and come through with contacting me with compromise to this payment but am not expecting it. I do not even expect the letter I wrote to them today to reach intended recipient. All I have wanted is to speak to someone live and be truly treated fairly. I imagine whoever opens the mail at T-Mobile will either share for a laugh with co-workers or throw in trash.
I am a good & honest person and do not want to deal with this anymore as it has been very stressful, demeaning & overall a waste of time. I truly regret ever becoming a customer & will never recommend T-mobile to any friend or family member.
I have been with TMobile for 3 years. Before that I was with Sprint, US Cellular, and At&T.
First off, they beat the competition by FAR! They have the BEST customer service of any company I've ever worked for! I don't understand why I saw so many negative complaints on here. Today, I had to call customer care. I got a native English Speaker as I ALWAYS DO THANK GOD! (Sprint, I would ALWAYS get someone who did NOT speak English reading a script) Anyhow, I had a question for them to help me because my husband is in boot camp. Though I am the primary account holder, I am not really able to pay our bill for the next 3 months, but I did NOT want to lose them as my provider and I'm sure they did not want to lose me as a customer as they tell me every time I call "thank you for being a loyal T-Mobile customer"
Anyhow, the nice gentlemen offered me several options to help me find options for this situation. He even offered me all of the advice that a friend would...such as a slight suggestion "If you could pay this time, you might be able to draw out the last 2 months without getting a disconnect though I would not advise that because you probably want to keep connected"
Since I was not really happy for that option he asked if I would maybe want to suspend my account for 3 months with something called a "seasonal suspension". This is an option they have for people who are leaving the country. Anyhow, instead of paying 180, I could just pay 30. If I went to a pay as you go or per month company it would help lower my monthly bills.
This is just an example of the EXCEPTIONAL customer service that I ALWAYS get with T-Mobile. I have only been mistreated ONCE when calling customer care in the 3 years I've been with T-Mobile. I was in the store calling, it was the only time I got a disconnect. The man that was helping me in the store, heard the way that they were talking to me and apologized sincerely. He then offered me $100.00 credit on my account for the mistreatment. I called later to complain about the people who had talked to me before...not that I wasn't satisfied with the credit : ) but I did want to make sure these people would not talk to other customers this way. Anyhow, I was apologized to and he put a complaint through while I waited on the phone. This guy was very sincere and said that T-Mobile does not want to be represented like that and he is happy when loyal customers call to let them know about these things. He saw the credit on the account and said, "I have never seen that! They must have really mistreated you!"
Anyhow, there are going to be bad seads anywhere and that includes from the customers themselves! If you call TMobile and are nice every time, then they will be nice back. If you start yelling at them right away, the representative doesn't deserve that. Just TALK to them and they are AlWAYS willing to go ABOVE and BEYOND!!! I'm so happy to have them as my provider!!! : D
T-Mobile advertised a "Free" companion flight ticket for renewing or signing a 2-year contract with the company. What they did not advertise is how buying the ticket through their vendor company would not hook directly to pricing found on the airline's sites and tickets would be double the price. However, you can do a "Price Match Guarantee" where you find a price that is lower than theirs on an airline website for the same flight, they will match the price you found plus add 15% on top of that -- so basically you have to pay 15% for your companion flight, plus taxes and fees... so it's not really free (that is a lawsuit waiting to happen...).
Also, when you submit this price match there is a list of things you need to provide (ex. your pin number, screenshots of the fares, etc.) via fax or email. On the site, it says they will contact you in 2 business days. Of course the fine print somewhere says promo terms subject to change without notice-but after a month you would think that if they were revising their official response window to 10-14 business days they would update their user terms on the site to align customer expectations? Also, when you submit this price match via email they don't give you a confirmation number, just automated email that they received it and will be in contact.
I've called this "Concierge" service and been hung up on by an agent when I asked their name because they were so rude, falsely promised my concerns were being escalated to a manager (which I learned from another agent there saying if they didn't take my contact info other than my name there was no way the other agent submitted my concerns to a manager because they don't have a file of the Price Matches in their center to access), told that they are really busy and may not make the 10-14 days, that they don't have control on updating the website to say they will be in contact within 10-14 days instead of 2, told it was my fault for not contacting them via phone to do my price match, etc.
In not being able to resolve with their company, I contacted Tmobile customer service directly today and had a heart to heart with an agent who seemed to defend the crappy concierge and promotion (instead of apologizing and being empathetic like most Tmobile reps do when they feel a customer is upset). But he said he was escalating to management and the shareholders would see my complaints and as a customer since 2003 they do take my complaints seriously. I did a quick Google search to see if anyone else was blogging on this sketchy promo-and when he gave me attitude that I was only his 2nd complaint in 2 months, the web is saying otherwise.
As a marketing professional, I see so many legal problems going on with this promo and definitely would join a class action lawsuit. They said my day 14 is really tomorrow (although I submitted the Price Match on 2/18 and have all the documentation and in my math it's been more than 14 days as of tomorrow, but I digress...) and if I don't have a call tomorrow offering my price match for my flight request for March 20th I will be filing a formal complaint to the FTC. This was a huge promotional promise that came with a huge commitment of extending my 2 lines for 2 years... I won't sit back on this one!
MAINE -- I used T-Mobile as my cellphone carrier for years, perhaps 5 years, without any problems. Then... I got a letter from them canceling three of the lines on my family plan, which included 4 cellphones, because according to them I roam too much. I called them to ask if I cancelled the fourth line if I would be charged an early termination fee. They said yes, so I explained I would be giving that line to one of the three people they are cancelling for roaming too much. They then said they would not charge me an early termination fee for any of the four lines.
My next question was how do I keep my telephone numbers and not get hit with an early termination fee. They said I had to transfer the numbers before they cancelled the plan or the numbers would be unavailable to me, and that I could do that earlier than they planned to terminate me and they would not charge me an early termination fee. OK. I bought another plan from another company, transferred the numbers, paid my last bill and thought we were done with T-Mobile. What a mistake. That was in June '08.
I got a bill for $200 for an early termination fee on the fourth phone. Contacted T-Mobile, they were "so sorry that should never have happened" they would take care of it. They did charge it to my credit card anyway. I called again, "they were still so sorry that should never have happened" they would fix it. They didn't so I contacted my credit card company and disputed the charge. T-Mobile never responded to the dispute, so I was not charged. To date I have not heard another word about that early termination fee.
Then I got a bill for $615 dollars, $600 early termination fees for the three phones they terminated, $15 for two days of service. I called them and again "they were so sorry that never should have happened" they would take care of it. Again they charged my credit card, again I called them, again they were "so sorry that never should have happened". They didn't credit my card so again I filed a dispute with my credit card company. T-Mobile didn't respond to the dispute, they sent it to collections!!! I have never had a bill go to collections in my whole life!! They are even worse to deal with than T-Mobile.
So after five days of intense phone calling to T-Mobile and the collections agency, today they said "We are so sorry that never should have happened. We have it back from collections, we have waived the early termination fee (waived as if I owed it in the first place), now your bill is $15". I asked for a written bill stating the amount I owe them in a final bill. I would like it in witting that they have "waived" the early termination fees and my final bill is $15. They can't send me a bill because I am no longer a T-Mobile customer!!! Is this crazy or is it just me? I have never had anyone tell me they can't send me a bill when they want money from me.
They said I can go to a T-Mobile bill pay, but they still cannot print a bill for me. Also the closest one is about 225 mile away from me. I did call them and they can take my payment but they can't give me a copy of the bill, nor can they tell me how much my total bill is because I am not a current T-Mobile customer so I am not in their system!!! So here I sit waiting, will I get another bill from T-Mobile or a call from their collection agency? If it's collections do you suppose they will send me a copy of the final bill? This would really be comical if it weren't my credit we are talking about here. I wonder how long before we will see this scenario on a sitcom?
I do not recommend this company to anyone for anything. This is NO WAY to do business. I wish I could send them a bill for all the hours I have been on the phone trying to sort this out. This is Oct 31, so this story has taken 5 months so far...