DENVER, COLORADO -- I was with T-Mobile for about 8 years, but last year I started to get text messages when my monthly bill is due. Then it became every day. I called T-Mobile to stop texting me about the monthly bill. Sure enough the very next day I received another text. So I called T-mobile again and T-mobile said they would stop. Of course, the next I receive another text. I called T-Mobile again explained to them "if you don't stop texting me I will go to another cell phone company."
The next day sure enough another text. So, I switched to another cell phone company. Then T-Mobile called me, asking why I'm dropping their service. So, I asked T-Mobile are you deaf? I warned you what I would do if you kept texting me, I would switch to another carrier. The problem with most companies, is that they don't listen until you drop their services i.e. Banks, Cell Phones, and retail stores. What does it take for companies to listen to the consumer?
Well, I got a T-Mobile 4G hotspot and a SIM card to use T-mobiles no-contract Mobile internet... and every time I went to register it, it would send me a text message to my DATA ONLY device which would make me disconnect from the internet provider I am currently using to get on my "Hotspot admin" page to read the message. Then when I got back to the sign in page the temporary password was no longer valid because I had to sign out and then return to the page to enter the temp password which of course would be invalid by that time because they would resend a new password every time you tried to sign up for their My T-Mobile account... WTF?
Are they trying actively to drive people away? Are they serious about getting people to sign up? Because they make it impossible to do. I am just going to stay with my current provider and am posting on this forum because it is also impossible to give direct feedback to T-mobile as well because I couldn't even sign up for the service because they made it way to difficult. Good bye T-mobile even though you never had me as a customer because you made it impossible to get signed up. I hope you do better in the future. But I for one will never use your service in the future.
CALIFORNIA -- I purchased a very expensive smartphone under the condition that it would be unlocked. T-MOBILE sent and charged me for 2 phones, when I only ordered one. Then, I had to fight with them to take off the charges. I had the whole paper trail, but they refused to take it off and kept transferring me to different departments until I got a recording. I'm guessing, they hoped I'd give up and pay for the two phones. TG, I paid for it with my credit card, so when they did the same thing to my them, the charges were removed. That should have been my first clue to run!!
Then, they overcharged me on one of my bills and they refused to take it off. I got a continued conversation of HOW it occurred, but no RESOLUTION. Luckily, it was only $15, but that's money that I could have used. Then, I decided to go elsewhere, but realized I didn't have my unlocked code. So, after multiple phone calls to beyond rude representatives there were outsourced, they lied and told me that I was sent an email telling me I wasn't eligible for the unlocked code. I couldn't believe it!! That was the only reason I signed on and I never ever received such an email. They totally lied!! Stay away from this company!! Total scam! RUN FOR YOUR LIFE!
WIGGINS, MISSISSIPPI -- Dec 29 I bought a Tmobile prepaid phone and 50$ unlimited monthly card to activate it at the local Walmart only to discover that it did not get service in my area upon activation. Walmart refunded the price of the phone and said T-Mobile was responsible for the refund of the 50$ card purchased. T-Mobile refused the refund stating I should have read their terms and conditions before purchasing and that it stated may not work in all areas and no refunds.
These terms are not printed on their packaging or products, are not posted in stores but are available online only. Called T-Mobile December 30 for refund and again Jan 1 only to be passed from person to person, none of who were willing to help me in this matter. The deliberate sale of service in an area where the seller knows they have no service and the refusal to refund the monies paid for the nonexistent service is out and out theft by a corporation.
ATLANTA, GEORGIA -- I had been a T-Mobile customer almost 9 years, starting with cell phone service and then adding VOIP home line services. After getting married, I joined a family plan with my husband, discontinued my cell phone service and kept the home line which costs $9.99/mo. For years I had and paid for this service and then decided to move my cell phone back to them in July on a Simple Choice Family Plan for $80/mo. They would not give me credit for my current iPhone and as it happened AT&T would. So within days of adding cell phone service, I returned their phone and discontinued the cell phone service.
I then began to see my home phone number associated with the $80/mo. Simple Choice Fam plan instead of my $9.99/mo. Home Calling Plan. They're now telling me that I'm billed this way because I cannot have home service without a cell phone line (although I've been doing this for years) and they cannot refund my money because I actually had the service. I agree that I had the service, but I should've had the service at $9.99/mo. not $80/mo.
Who in their right mind would pay $80/mo for a home line, and by the way, a home line that on the statement says I have unlimited picture messages, text messes, and T-mobile to T-mobile calls. Does this sound like a home phone plan???
BELLEVUE, WASHINGTON -- T-Mobile has engaged in rebate scams for years. You're promised rebates but never get them. You fill out lots of ** paperwork, must submit 4 receipted bills within 120 days, send completed forms to different PO Boxes to add to the confusion but don't get the receipted paid bills until well after the 120 days. That's what I did about 10 years ago. The marketing company that promises the rebates is owned by T-Mobile, so that should tell you something. Company is crooked, plain and simple, owned by Deutsch Telekom, a huge, crooked communications company in Germany.
If employees question rebate issues to their employer they are fired! Company in U.S. is based in Washington State. Company has probably paid off former Attorney General in the state by the name of McKenna... just my guess. I think he recently lost his bid to become governor of that state. Good! There are simply too many complaints for the AG's office to not want to investigate this company. But maybe bribes, kickbacks are behind the continual abuse. Consumers are being screwed and the State of WA couldn't care less. Disgraceful, immoral conduct by T-Mobile... and they get away with it.
BURLINGTON, NEW JERSEY -- On 4 Nov 2013 I purchased a screen saver for my iPod phone from T-Mobile in Burlington Mall in Burlington NJ 08016. This items was purchased. The young man Mr. ** took my money, reached into the drawer, pulled out the screen saver, clean the face of the phone and proceeded to install the saver. He handed it back to me and I said to him there are bubbles to which he replied, "If you put it under a heat lamp and it will be fine." I followed all the instructions and nothing.
Today 9 November 2013 I went back to the store and explained my case to the person there a Mr. Juan **. He said for an extra $5.00 he would replaced the saver. My receipt clearly states no returns on accessories but exchange within 14 days. There is no mention of extra charge.
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.