T-Mobile - Page 5

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1.2 out of 5, based on 115 ratings and
466 reviews & complaints.
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Jump
Posted by on
Rating: 2/51
MIAMI, FLORIDA -- T-mobile has been my carrier for five years. I have bought numerous phones from them and currently have four lines. Customer service is usually not bad I have only dealt with one associate who had an attitude after I opted for the less expensive Galaxy light. I use my phone around children and they break a lot. So I was very excited about JUMP. First, Jump only works after 6 months. The Galaxy s3 was dropped and broke after 2 months. Second, you have to pay the insurance deductible first before you can trade in the phone. You can not trade in other phones. Jump is applied to the line for which the phone was purchased. So the fact that my daughter was using the s3 on her line is now a problem because her line did not have Jump. Her line had handset protection. Keys facts, a T-mobile representative transferred the phone to her line. He cut the SIM card then when it didn't work made a new SIM card for us. Second, when I bought the less expensive Galaxy light I was told I did not have to purchase Jump because it was already on my line. Yet, now I am told it only applies to the S3. A lot of confusion that adds up to a) the S3 is on back order through the insurance company b) the deductible is $150 c) the loaner phone I was offered is a flip phone d) I can't purchase another phone with Jump until I get a working s3 again e) I have a working HTC radar that I owe $160 on and does practically nothing in terms of apps f) T-mobile offered me $11 for the radar g) I still have a contract until next year even though my plan is a no contract plan. The conclusion, do lots of research about Jump and T-mobile before switching carriers. The employees are not sure how the plan will work since its not actually active yet.
     
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Incompetent Associate Manager
Posted by on
Rating: 1/51
LEVITTOWN, PENNSYLVANIA -- Went into this location about a week or two ago and went in to buy minutes for my prepaid phone. The associate manager there (Mandy) told me that I would receive my minutes at an increment of $.10 a minute since I was a "gold rewards" member. I gladly purchased 30 dollars in minutes expecting to get 300 minutes, and received a text saying my new balance was 185 minutes (my remaining minutes plus the new balance). When I asked Mandy why I didn't receive my 300 minutes, she said "I don't know, you should have" and shrugged. At this point I asked for my money back since I wasn't given what was promised, and she said she couldn't issue me a refund.

At this point I was very frustrated and asked to speak to the store manager, to which she said in a rude tone "I am the manager, there is nothing I can do". I left the store and called customer care who said that there was nothing they could do. Apparently you only get the ten cent per minute increment if you buy a hundred dollar card, so why didn't the associate manager know this?

I spoke to an associate at the store a few days later (I needed to buy more minutes at this point) and we began talking, at which point I voiced my frustration about my encounter with their manager, it turns out this young lady has been with the company for several years... How is that possible without knowing the policies???

My issue here is that I was told wrong information, immediately brought it to her attention, and she refused to take responsibility...

I've never had a single poor experience with this location, but this "manager" obviously has a lot to learn... If you are in the Levittown or Langhorne area and need to go into this store, beware this individual...
     
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Crap - 5 Different Departments
Posted by on
Rating: 1/51
SHERMAN OAKS, CALIFORNIA -- After only a month with the device, they tried to charge me an additional $67 for late fees on a pre-paid plan. They had given me a promotion and even though they spoke to the manager that validated the promotion, they would not honor, before bouncing me to several wrong departments while I was on an in store phone with T-Mobile representative standing next to me. Finally after 2 hours of fighting they switched my account back and validated it, but I could not pay my bill because all the servers were down due to the store being closed. Due to this I also am not being credited nor do I have the ability to view the credit that they owe me from when their managers over charged me. As far as customer service they have the worst and will not honor what their own employees state was promised by a room full of managers (4 to be precise).

Representatives Spoken to:

Jennie: Rep #206461
Found out they were ripping me off for $50 even though it was more, but would still not honor their promise.

John Rep#3040650
This man transferred me to the wrong department and would not honor the price change Jennie made to my account. (he was her supervisor).

Erica Rep#81140
She was with the prepaid accounts even though John told me specifically that I needed the post paid accounts.

Karlo T. Rep#137842
He validated that it should be $30 a month. Changed it and then we had to call back to have him change again to the $30 instead of $40.

This came because I dropped a phone number, when I asked specifically if that would affect my bill I was told no. T-Mobile, is a good company but they have crappy customer service. If it was not for their prepaid option plan and that after hours of yelling and ruining our entire evening (i.e. all the stores had closed at the location we were at), I still ended up not being able to use the credit they over charged me last month. If you go with them understand, even if its in writing and their employees tell them it is true, they will not honor their store promotions.
     
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T-Mobile Customer Service Reps Trained to Lie About Phone Insurance
Posted by on
Rating: 1/51
I purchased 2 new phones at an outrageous price this year. I have been a 10+years loyal customer to T mobile. This is the first time I asked about insurance on the phone since phones have become so expensive. On two occasions, before purchase, I went over the insurance plan with the service representative who stated they were recording the call for “quality and training purposes” I have friends who have been ripped off by other cell companies over phone insurance and I wanted verification that T mobile was not one of these companies. Both T Mobile Service reps I spoke to explained that “T Mobile has in house insurance and that the fee would be charged directly to my account. Also that there is no deprecation or deposit if ANYTHING should happen to this phone. Including lost or stolen.” I asked both reps to document our conversation and read it back to me. The first representative stated her computer froze and the company was having a system issue company wide for me to contact them the next day.

I contacted them the next day and received the same information and placed my order. It has been about 6 months and the screen is broke on one phone. Today I contact T Mobile and want to file on my in house insurance. The service representative Cassandra told me that there were no notes to the effect in my account. That the last note made was an inquiry on adding a line (this was false information. I am the only person on my account and have not checked on another line). I was transferred to an out of house phone insurance company who wants a $150 deductible. I contacted T Mobile back and asked to speak to a supervisor and that I was recording the call for quality assurance. Bryan put me on hold and then came back to tell me that if I was recording they had to hang up. I called again and asked to speak to Customer Retention or the Legal Department with T Mobile and that “I am recording this call just as you are”.

The service Rep Camile said their company policy states they have to hang up if someone records their calls. It seems their should be some legal ramification for training your staff with false information to make money off of loyal customers. I also asked for a copy of the notes made to my account and was told they could not provide them because they were private company information and I would have to submit legal documentation to see them.
     
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KnoNayme on 2013-12-07:
Jea. They're trained to sale insurance on every phone otherwise the employee gets disciplined. So if it means lying about how insurance works so you'll get it, then they'll lie. Insurance for every major carrier works the same. They go through a third party company in which you pay a deductible depending on the device you are using. That company then sends you your new phone.
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Lied About Service
Posted by on
Rating: 1/51
We joined T Mobil 2yrs. ago for a cheaper plan with 2g phones as we are on a fixed income we had just wanted unlimited talk and text. They told us at the time that we were in a good service area. After the first year of constant bad service and many, many calls to their company, we were finally told by one of their techs that despite the good service area that we live in, our reception would be lousy if we did not upgrade. The classic bait and switch.

We tried to work our way up their corporate ladder to get help but were ignored for the length of our contract. Service was so bad we couldn't call from inside our home and had to stand outside positioning our arms in the air at different angles until a text was sent. We struggled with this terrible service for those 2yrs. until our contract was up the beginning of Aug. 2013 at which time we switched to Straight Talk.

More trouble arose when they didn't want to switch one of our phone numbers to our new phone. Our bill was due on Aug. 9th but they cut off our online account even before they released one of the phone numbers. Plus, we had paperless billing. We called and asked them to send us out our last bill. No problem we thought, as of the date I write this Aug. 24th 2013.

Not even a month into the billing cycle we received a call from a pre collection company about collection of their last bill. Even the collection company couldn't understand why they would refer us to them without simply sending us our last bill. So, we sent it in to them.

This company from the start lied to us, would not address our issues, and then tried to hurt our good credit by sending my last bill to a collection center. So please, stay as far away from these crooks ( our opinion) as you can. In our opinion these people don't care about the customer at all.
     
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John Nicholson on 2013-08-25:
Thanks for the tip on T Mobil. Our neighbor is currently looking to switch and he said T Mobile was one of the possibilities. Will warn him away.
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T-Mobile Fulfillment Is a Scam
Posted by on
Rating: 1/51
STREAMWOOD, ILLINOIS -- Tmobile fulfillment center came to visit the dealership I work at a few weeks ago. One of the sales reps, "Steve" approached me with an offer that he claimed would reduce my monthly bill. After asking several questions about the offer he assured me I would be able to use my old phone (Samsung s3 with sprint) and that data would be unlimited. He told me that my phone would have to be unlocked and after asking the right questions he finally admitted that 4g data would be, "throttled" down to 3g data.

When I finally got my contract it clearly stated I could not use my phone with Tmobile service and I later discovered I would need to pay up to 300$ for this, "unlocking" service. I ended up paying about 20$ to have the phone shipped back. Steve promises to cover the shipping cost. I then receive a second call from Tmobile asking for my tracking number again. I am now told I will be billed for, "pro-rated charges" on a phone I never even turned on or used. Hope this warning to potential Tmobile fulfillment customers is helpful.
     
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Soaring Consumer on 2013-08-24:
It sounds like a scam that is totally unaffiliated with T-Mobile. I suggest notifying your bank that this company is a fraud.
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Account Scams
Posted by on
Rating: 2/51
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 tired less 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. Lets just say that its 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.
     
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lolwut on 2013-12-07:
That's right! Making that commi$sion check!
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Bad Customer Service And Over Billing
Posted by on
Rating: 2/51
Hi Legal Minds,

I received my July Bill and that bill includes a charge for about $400 bucks showing that I made calls to UK for two hours, which in my whole smart mind I can never do using my cell phone when I can use a 3rd party provider for 10 bucks. So, here is what happened:

I often use rebtel to call my friend's land line in UK, which is like 5 cent per minute. the few times I have called, I used a third party rebtel service provider to make the calls. All of a sudden, I saw on my bill a call made for two hours. So, I tried to reach T-mobile customer service so many times to dispute the charges but no way to get hold of a live person. The system does not even allow me to reach a live person: all it does is give me options to check balances and pay my bill. I decided to just pay my regular bill with the expectation that a live person will call me. Luckily enough, someone did on Tuesday July 30th, and he told me he was going to make the adjustment and credit my account.
Now, I just understand my phone has been cutoff, which I guess is because the credit will be reflected in the next month bill but for the meantime it is still going to appear as an amount I owe when in fact I never did. Besides, I do not have that money to pay...just too much for a phone bill on my budget. Because of this timing issue, T-mobile has cut off my phone which is causing serious hardship and inconvenience in my daily business. Now I cannot reach T-mobile and my phone is off

So my question is, is there any legal action I can take against T-mobile? I know that is a long shot, but I am very curious.

Thank you

lansdanga@Hotmail.com
     
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MLH on 2013-08-07:
I cancelled 2 months ago and still trying to flick them off. Threaten to turn it over to the State Attorney General and then do it if you don't see result from them. They need a class action lawsuit filed against them and I would be happy to participate. Worst company ever!!!
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One of the Most Dishonest Companies I Ever Dealt With
Posted by on
Rating: 2/51
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.
     
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Dropped Calls That T Mobile Can't Fix and Lies About Fixing
Posted by on
Rating: 1/51
DENVER, COLORADO -- Don't sign a contract with T mobile. T mobile merged with Metro PCS. This caused a massive technical overhaul that T mobile was not able to handle. File a complaint with the FCC at 888-225-5322. Zero will connect you to a person who is far better at customer service than Tmobile.

For the last 6 months, my calls drop immediately and constantly. I have called T mobile to "troubleshoot." Each time Tmobile promises my problem will be fixed. They reset the phone, changed SD card, sent me a replacment phone, sent an email to go to the Samsung KIES website and nothing has fixed the dropped call problem. Tmobile should tell the truth that they are experiencing a network issue. It is not the phone and Samsung should be angry that Tmobile is blaming Samsung. I have been a Tmobile customer for over 9 years.

The problems started after the merger and after I signed a contract to add 2 lines for a family plan. Tmobile customer service won't help & requires a written fax or letter to customer realations. The FCC is monitoring the problem. Your FCC complaint will help!

Additional proof that Tmobile is the problem, is that my Verizon phone works everywhere that the Tmobile phone does not work.
     
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Disgruntled TMobile user on 2013-07-05:
Everything you have said is exactly what I have experienced and complaining/their trouble shooting with them does not work. I will call the FCC. Hopefully, they can do something. With my phone connection, I have to go into other rooms of my house for coverage. They just want to replace my sim card or replace my phone. Been there, done that.
ecuador on 2013-08-04:
ITS ALL THE SAME THING THAT HAPPENS TO MY PHONE NOT GOOD COMPANY AT ALL MONEY BACK..
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