T-Mobile Review

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.

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.

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, found out they were ripping me off for $50 even though it was more, but would still not honor their promise. John, 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, she was with the prepaid accounts even though John told me specifically that I needed the post paid accounts. Karlo, 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 it's in writing and their employees tell them it is true, they will not honor their store promotions.

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 depreciation 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 there 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.

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.

QUAKERTOWN, PENNSYLVANIA -- When I first got T-mobile, loved them. Seemed like great rates and great customer service. When I decided to move to Canada to be with my fiance, that is where things got really complicated. T-mobile won't even work in Canada. So I would have to get an unlock code to be able to use a Canadian carrier on my brand new phone.

The FIRST time I called for the unlock code, no problem, I would get it in 1-14 days. Okay. I got an email the next day saying that I need to pay my phone bill (that I didn't even receive a bill for yet). Fine. So I paid it off and requested a SECOND time to get the unlock code. It went fine. The second email said I need to pay off the phone. Jesus Christ! Why didn't they tell me that the first time!? So I called in and paid off the phone and requested for the THIRD time the unlock code. The third email I got said I needed to pay off the last bill. Very confusing since it wasn't even on my online account.

So the FOURTH time I called in, they told me I didn't need to pay any more money because I had a credit of $279.38! YAY! Although nobody was able to give me a straight reason as to why I had a credit. I requested the unlock code again! I waited a few days and never got it. So I called for a FIFTH time asking about the status of the unlock code. They told me I cannot request for an unlock code until the last bill is up on September 18th. UGH! So I had to wait another 2 weeks without a phone. VERY UPSET. And this lady told me I had a credit of $238.36.

So I called on the 18th for a SIXTH time and requested the unlock code. I asked about the credit and they said I could not get the $238.36 back until October 4th. I asked her if it would automatically be put back into my bank account and she said no, I would have to call again on the 4th.

So here we are. Today is October 4th and I just got off the phone, for the SEVENTH time with a customer service representative and supervisor. They told me I owe $67!!! I called in order to get refunded $238.36 and they tell me I would not be getting anything back, I actually have to pay $67! I was FURIOUS! I refused to pay anything else so luckily the supervisor made my balance 0. But Then where the hell is my $238.36!?!

The Supervisor was barely able to explain it to me. It was an issue with the system that said I had a credit of 238.36 and it just finally balanced out on the 24th. So I was told by THREE representatives that I would get a refund and now when I call the get it after having to wait a month for it, I'm told I WILL NOT BE GETTING ANYTHING BACK!

T-Mobile has some the nicest, most empathetic customer service reps... BUT THEY HAVE NO CLUE WHAT THEY ARE DOING! In one month, I must've spent over 12 hours trying to work with the customer service department. They made my already difficult move to Canada 10x worse! Especially since I couldn't use my phone for over 3 weeks!! Very polite service team but VERY STUPID!!! Beware!! If they ever tell you something positive, it's probably them making a mistake!

HUNTSVILLE, ALABAMA -- We recently got back from our vacation at Roaring River Missouri. We had no cell phone service for 1 week? We had to go several miles for any service at all. If we had an emergency we couldn't reach anyone or no one could reach us. Our brother-in-law and his wife both have Verizon. They received calls and made calls while fishing at Roaring River. My wife and I are seriously thinking of switching to Verizon?

I haven't even had my phone for a month and they sent a bill 2 weeks after I got the phone. When I called they was not helpful and said that was how their billing process is.

We joined T-Mobile 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 into 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.

GRAND HAVEN, MICHIGAN -- Since July 12th, 2013, I have no service in my area in SW MI. Prior to this time, I had service since 2008 when I contracted with T-Mobile. Calls to customer service and visits to T-Mobile stores have not helped. Phone calls and messages left at their corporate offices have not been answered. After reaching the 5th “supervisor", I was hung up on with no resolution. I cannot receive calls or make them. I was told that AT&T will no longer share their tower. What can I do?