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T-Mobile - The Worst Company I Have EVER Dealt With
T-Mobile Internet Service - Complaint
Review by Krm620 on 2012-12-11
Rating: 
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 our 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 diappearing 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 thru 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 idiot 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.
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 our 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 diappearing 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 thru 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 idiot 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.
Comments:
Posted by At Your Service on 2012-12-11:
With respect, is the issue you're dealing with just the refund of the stick or trying to get out of a contract for service. I would think the value of the stick secondary to them trying to bill you for service you could not use. Ultimately, canceling said service would be as easy as writing them a letter and sending it back with your next statement. A simple statement that you are canceling the service because they are not able to provide the service guaranteed.
Best of luck.
Best of luck.
Posted by krm on 2012-12-13:
We do not have a service contract. If it is pre-paid on a month-to-month basis. We asked for a refund of the month we did not have service as well as for the stick because we could not use it without service. We waited 6 weeks for them to resolve the issue and spent literally hours on the phone with their customer service, which is not really there to help, but to frustrate the customer so that they just give up. Contrary to what is said in T-Mobile advertising, they do NOT cover the entire country. If they can't service New York City, where can they provide service? We have antennas everywhere. I warn everyone do NOT use this company. It is the worst I have ever seen. I just cannot understand how the govt has not done something about this.
Posted by djlonghofer on 2013-01-07:
When we first signed with Joke-Mobile we entered into a two year contract on four phones. We told them where each phone was to be used to make sure that there would be no problem with conectivity. One phone was being used in Florida by a son in college, one phone in Elmdale Kansas by a son running a Christian mission and two in the Kansas City area. We were told by their sales rep that the phone in Elmdale would be roaming most of the time but that would not be a problem. In addition we purchased two mobile broadband devices. After approx one month passed we received a letter from the Joke informing us that the phone in Elmdale was being cancelled due to excess roaming. Despite our attempts to reason with the Joke the phone was cancelled. We then tried to reduce the minutes on our plan because of the loss of the phone and were told by the Joke that we would have to extend two years from the date we changed the plan. Needless to say we did not make the change. The two broadband devices never did work but the Joke required us to keep paying until we got in contact with our Atty General and the FCC and they resolved that part of the problem. We are now free and away from the joke. Do not and I repeat do not do business with the Joke. The people who work at the Joke from top to bottom are totally devoid of any since of honesty. Do not do business with T-Mobile. You will be sorry if you do.
Posted by Kay on 2013-04-30:
They received an electronic payment lost it and I cannot get my money back. I finally deducted it from the FINAL bill after I canceled service. Spoke to more than 30 customer service reps, wrote letters sent proof, and today I received a letter and then was called by a collection service. I hope they go out of business, they deserve to, and consumers deserve better. They can rot in hell before I give them any more of my few dollars I have left.
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