T-Mobile USA
reviews and complaints

I went to the T-Mobile website and chat que and inquired about transferring from metro pc where I Was paying 90 a month total for 3 phones and unlimited everything, they said I would need to get new 5g compatible phones I asked what free 5g phones I could get they recommended The 21g Samsung which I could get two free I wanted to get a iPhone but didn’t want to get a new one but a cheaper older one to save money they got me one for 16 a month and would still be able to stay under the 120 a month I said great let’s do it they said they would ship me the phones then I could go to local T-Mobile store to activate them and that for the first two to three months bills would seem out of wack that billing would need that time to reverse the credits that they would have to temporarily charge me for the phones. also suggested that I get the service plan because replacing the phones if damaged would be expensive and that for 26 a month total it was well worth it another lie.4 months in getting charged 240+ a month and now they say my phones were aren’t free and I have to pay 36+ a month for one of my s21 phones and my bill will be 150+ a month and I can’t cancel and nothing I can do if I cancel I have to pay full price on all 3 phones. I told them I was pissed and would tell everyone to stay away from them they scam customers

I recently opened an account with tmoblie. When I went to the store I was looking for service for two lines and to get two new phones. He told me I could save money by signing up for the magenta max plan when would give me three line the third one would be free and by doing that I could then get both of the phones for free, I signed up for the plan and since I didnt need the third line he had me the sim card to the "third line".

So I had a phone and my sister had a phone and then I had the third sim card. A few months go by and my sister had her purse stolen with her phone inside, I propely notified them and the number and number were canceled.

When the next bill came I noticed that a phone was on there that I did not have. I called them and they said that was number that went to the third line. They said it was activated and assigned to an unknown device. Except the sim card to the third line was and is still in my wallet, never even been removed from the card it was attached to the day I opened my account. Originally the later I spoke to was rude and basically said I was lying. I told trhem I would be happy to take it to one the stores where I live and show them that the card had never been used, that I still had it and it was never put into a phone.

I did just that but they said my account showed it was active and in a phone despite the fact I had it in my hand. I told them I wanted that number removed from my bill / acct and mine to be the only one on my acct. They refused to do so and no explanation as to why or why I was paying for two lines when there was only one being used. They said they would look into the situation and would figure out what had happened and email an adjusted bill. To my surprise they never looked into anything after I left the store that and preseated to send I higher bill with the other line still on my acct and when I asked again for someone to please figure out was going and that I was not paying for phone line I never activated they shut my phone off a few days later.

Now I have an outstanding bill no phone and anyone willing to explain how this has happened. Can someone please explain this to me and fix my account.

I have another issue with them also the day I opened the account I asked them if they offered government cell service or could set me up on the broadband connection due to covid that the companies were offering to help people during the pademic, I was told that there company did not participate in that program so I would have to sign up for regular service which I did. Despite the fact that I had been approved for the discounted broadband connection, I believe that was what it is called.

I have been advised to notify the company who handles that program which I did and they said I needed to file a report with the fcc for that issue.

I dont want to file a bunch of complaints I just want my account fixed. Please contacted me asap.

Thank you please contact me by email at [protected]@aol.com or [protected]@gmail.com

I was a Sprint customer who had no issues until I was forced to change my Sprint SIMS card for a TMobile SIMS card. Since that took place I have had nothing but trouble with service.

Calls drop, Calls don't connect and I can't use TMobile Internet on the phone. I have to connect to my home WIFI to make calls and use internet services. NONE of this was a problem until the SIMS card change.

It has been over a month and a half with no help from TMobile customer service or Tech services.

I am making formal complaints to the FCC, FTC and the Texas Attorney Generals Office of Fraud since you use my bank card to access payment which in effect is Theft By Credit Card.

My husband and I were switched from the now defunct Sprint network last year and were promised a $50 discount if I became the responsible party because I am over 55 years old and my husband is not.

When I gave the rep my info, she stated there was another active account with my SS number and the changeover could not take place until I visited the store.

When I went there, I was told another customer had enrolled under my SS number and until their account number was corrected ,I could not become the primary account holder and save the $50.

So, forward to today ,when I spent an entire hour on the phone trying to set up this fictive (?) account in my name, only to be told at the very end, I would have visit the store again in person , present not only my drivers license but also my social security card (!) and send this additional info to their fraud department where a "decision " would be made after a credit check to determine whether I could open this account at all!

Meanwhile, we are being charged the regular rate ($156) instead of the $100 advertised.

Supposedly, the other customer corrected their SS number, but there is still a fraud alert on MY SS number necessitating extra ID on my part.

I went into the store and let them know how furious I was that these overseas reps could not (or would not) correct this self-made problem. (How is it even possible to open an account with the wrong SS number?)

T Mobile has no in-store managers or arbitrators to handle this stupid mess, so I told them I would file complaints, and pay off the remaining contract amount and switch to a better carrier with US reps who would never allow this to happen in the first place.

Mediocre service, awful employees!

Apparently being a loyal T-Mobile customer for years means nothing, they only want to give promotions for new customers or for more service like adding a line...what about us valued customers that have been with you for years, a little discount on a new phone would be nice...I just can't understand why loyalty means less than being a new customer, with new customers they might switch after the two years they pay off their phone, but loyal customers who have been with you for more than 5 years ought to get some kind of discount for staying loyal to you

Rec'd ltr from P.O. 629025 El Dorado CA 95762 T Mobile telling me I owed $60.51 and needed to send same to T Mobile PO Box 742596 Cincinnati OH [protected]. Contained Account# [protected]. Gave number to call tp pay same as [protected]. Called and the BS, no help, refusale to answer my questions went on and on! Could not give me suppose telephone number services billed to. Could not givwe me SIM Card number for tracing with local Sheriff Dwept to find out if any phone having said number existed, in my name, and in what city and state it was located. Refused to send me any Email to my homecomputer giving me any account or billing data suppose in T-Mobile file. On and on. I called the State Attorney Gebneral Office and have appoint ment next week to meet them and file interstate fraud/criminal activity charges. Theytsaid they would call the FBI and alert them to posible large scale crime ring operations, and I was informed to see local Post Master ti file formal charges with U.S. Post Office. T Mobile is no help at all fixing problem they did!

I went to a t-mobile store in brown mills new jersey and bought a new cell phone and opened an account. When I got home the cell phone had no signal in my area.. I drove around my neighborhood and there was not signal so I called the store and they told me to use the wi-fi calling.. The next day I took the phone back and returned everything in perfect condition, I only had it 2 days total. They told me at the store it would all be returned and they would waive any restocking fees because it was only 2 days. They sent me 2 bills since then which I called and they said they removes the monthly charges and the bill was clear. Then I got another bill for 109.00. I do not owe them anything so a month later they put a bill for 90.00 into collections and I got the bill from them… I sent a check with the 90.00 just so they will not ruin my credit and told them I do not owe them the money but cash my check and clear out and close my account..

Today at 10:39 A. M on 4/26 I called Tmobil customer service and Spoke with Sol, I asked start a claim for my Galaxy Ultra 21 that had accidental damage yesterday. It was accidently dropped and the screen broke. Sol checked my insurance and said I had the best insurance available and she would transfer me over to the team to processes the claim and for the type of coverage I have I would pay only $99 for deductible. Then being transferred over to the Assurant claim department the next representative asked me for the same basic information and also siad my deductible would be $99. He sent an Email to continue with the claim and as im putting in all the same basic information I said my deducible is $249. I called Tmobile back at 11:05 A. M to ask why this showed a different amount and they said my phone required a deposit for $249. I then asked to speak to a supervisor because I was given false information 2 multiple times by 2 representatives (Sol with Tmobile customer service and a representative from Assurant) stating that I would pay $99 after them looking at all my information and knowing what phone I had. This superior just continued to tell me that my deductible is $249 and said they didn't give me the proper information so they would address this with both representatives that gave me the false information. I asked for the representatives Names and employee Id numbers for the complaint I was going to address and he denied to give me this information. I was still obligated to pay the $249, now Im going to be late for my Tmobile payment because of this unexpected overcharge for $249. Im furious and the customer service did nothing to help or understand the roundabout I was given. I will not be recommending Tmobil or Assurant insurance moving forward. I will be looking into legal advise from all the false information I was given today.

I am one of the thousands of T Mobile legacy prepaid flip phone users that had to “upgrade” to 4G. I bought from their pre-paid site an Alcatel go flip 4. It worked fine for a while. I even ordered one for my brother who is on the same type legacy plan. Then my phone started locking up and I’d have to remove the battery and restart. I finally figured out that it was locking up when the Bluetooth tried to link up with either one of my vehicles so I could have hands free calling. I took it to my local dealer who tested it thoroughly and was going to send it back for me. When she tried she learned that if you’re in the prepaid plan the warranty is for 14 days. After that you’re out of luck. Numerous call to T Mobile prepaid department and Alcatel got me nowhere. By this time my brothers was locking up using Bluetooth as well. So I figured the Alcatel was junk and I’d just have to eat the $130, and ordered a sonim xp3plus for $245. It worked fine FOR A WHILE. Then I discovered it would no longer display a text sent from a computer anymore even though I had tested it when I first got the phone and it worked fine. I noticed the problem when my email provider wanted me to change my password and sent me a text with a temporary password. The text would not display. Texts for other cell phones work ok, but not from a computer, either my PC or AT&T’s. So I’m locked out of my email. More calls to T mobile tech support yield nothing. They claim it should be working. But I keep getting this nag message on my phone wanting me to purchase T Mobile direct connect service so I can get “free” SMS (text) messages. I even took the SIM card out of the sonim and put it in the Alcatel and still a text from a computer will not show up. But both of these phones worked fine for a few days.

I have a theory: T Mobile is “adjusting” the SIM cards of legacy users to cause them enough aggravation that they will abandon the plan they have had for years and force them to “upgrade” to a conventional “smart” phone. How else could phones that worked fine in the first 2 weeks suddenly develop weird problems? And one of our local T Mobil stores has a sign that states to the effect that T Mobil will support the legacy plans “for a while”. How kind of them.

I have been trying to replace my iPhone under the phone insurance I've been paying or for two year. I first went into the store, they said since I was covered and to call their number an a new phone would be mailed out the next day... So, I did. It's been three weeks since I've tried to replace my phone, I've called several times with nothing but a run-around. I keep getting passed around to (from country to country) the T-Mobile representatives who are difficult to communicate. The website they say to use is useless as well, it says to then call... it said I didn't have a claim, which I do. UGH! I highly discourage anyone to use T-Mobile. Sprint was awesome. I cannot stand T-Mobile or their so called insurance company. I still have not gotten through to get my replaced. I've also been hung up on twice! We will be switching cell phone carrier as soon as I have this (if I can) get my phone replaced. T-Mobile Insurance is a sham.

Internet is hour glassing all the time. I reset the hotspot and it doesn't matter. Our download speeds are 3 mbps and worse it drops all the time.

Don't believe T-Mobile promotions. It is bait and switch from the start. And bait and switch every time I call them to try and claim the price I was promised.

I signed up a year ago for a T-Mobile promotion promising me 4 lines for the price of three, an allowance for all three phones I turned in sufficient to cover the cost of the new devices through monthly rebates. The total cost was to be $105/month. I asked repeatedly if this was the price and that the new phones would be covered by these promised rebates. When I was assured of this multiple times, I went ahead and signed up for the service.

Instead of $105/month (plus a $35/month data upgrade I put on after a month) My monthly bills are $240-$260 per month or more at times, not the $140 it should be. To try and get this right, I have called or gotten on the chat line at least half a dozen times this past year, probably more, and was once on the chat for 10 hours. The other conversations or chats all took hours. All customer service people are very polite, say they will fix the problem. No one ever does. They almost promise, almost make the deal to make it right, and then it's put me on hold and then come back with a different answer or to start all over again. Sometimes when I demand to talk to a supervisor, they put someone else on the line, and they do the same thing: say they will take care of it, but then they never do. Bait and switch all the way, every time. Only occasionally do I get a promised call back. At this point, they have overcharged me over $1,000. All of the early promises and subsequent conversations and chats are in the T-Mobile records.

I left another carrier after more than two decades to lower my costs, which were about $220/month for four lines. Now my costs are higher! I plan to switch to another carrier by the end of the summer when I see a promotion elsewhere that is attractive. No other carrier could be more dishonest than T-mobile has been with me.

I signed with T-Mobile in Dec 2021. After 4 months, I dropped them. When I first signed on, they did not tell me that the nearest cell tower was 2 miles away, so the cell service was spotty. They argued they won't change bill even when I showed them pics of all my dropped calls, etc. They promised a booster, month after month, which they never sent. They gave me an "extra free" Sim card I did not need, and when I left, charged me for that "free" card. Simply put, not matter the merger with Sprint, bla-bla-bla, they still are a bottom feeder.

t mobile phone number assigned that never worked, [protected]

I signed up for there over 55 plan with two lines for 27.50, one line never worked, the second line we finally activated [protected] and used it for only two weeks, the service was horrible, I wasted an entire week trying to get the 4606 number working on a T Mobile phone and never did, the second one 4607 was used for about two weeks just to see if the service in our area was worth the trouble, it was not, the records show that it was never used more than that, The bill I received today 4-5-22 is 156.36, if that is not a rip off I dont know what is. I told them I would pay for one month on the line 4607 that we used for just two weeks, and they said no, I will not pay for what I did not use.

What should I do.

my account # is [protected]

Terry Hendrix

[protected]

[protected]@gmail.com

I had service with Metro by tmobile, since day one I have complain to them without having any services in my home. I had to keep turn the phone off and on. Resetting the network. I had to do this more the once.

I was never told I had to keep their service for six months and once the six months was up went to a new carrier, the phone was not unlock. the new SIM card was being denied by my phone. Once the new carrier sign me up Metro was deleted and was not able to use my phone. I had no phone services for a whole day.

This is my third complaint for a store in Puerto Rico.

My husband change his number second time there is this employee by the name Brenda who is giving information out to people who are not the ones in the bill where is the confidentiality where is they do not send my information. Apply here, where are the managers in this store. Giving information to others about my husband new phone number I was about to get a divorce but first I want it to investigate from was this information coming I hope you take actions with this employee

I bought my phone January of last year. I have called numerous times and also visited the store near me. Only to be told to power on and off my cell, or do this and that and it will be taken care of. I recently in January of 22 had to go into the store to get a new Sim card. My phone is constantly saying no Sim card detected still and I have times when I cannot receive or send call or texts. This company and phone and most of the customer service representatives are useless. Was told a few weeks ago that they should have offered me a free phone because it was still under warranty, but did not. I have never had this much trouble EVER with a cell phone or its company. As of next week we will be canceling all of our phones and services. Thanks for nothing T-MOBILE.

Monday march 14th I went into a

T-Mobile store unhappy with the case so I returned it within the 14 day buyers remorse period but she didn’t put a receipt in my phone case box and now she’s refusing to return it and she’s the one who rung me up I’m located in Fresno ca and the store is located 1064 Fresno street Fresno ca 93706 the associates name is Vanessa

55 year old daughter has ms and uses wheelchair. Was going from chair to their vehicle and the t mobile phone hit the back top feel in a puddle and her husband went to retrieved but did not know it went into the puddle and stepped on it crushing it and water inside. I have been paying the 18.00 bucks a month since it was new. Why is it not covered. Been with this company for I believe 15 years. You sock me for a new phone because the other was not covered. I have bought maybe 10 phones for my family and my self. You turn off my service. When this paid off i'm so gone. I'm sure that there are other providers that wished to have a customer so loyal. But get screwed over after the years of paying on time do to no fault and I get harassed with text and calls. Why do we throw into that money owed to pg&e and I don't need to worry about your bill because no way to pay for electricity no power to charge phone so its part of the game we play being stupid enough to have bank accounts. But hey my home paid for and I can set here in the dark. I had 6 phones and now down to 5 and soon no t mobile phones.

Feb. 11, 2022 I was online with a t-mobile rep. I liked what he said, and printed off our conversation. I asked what my monthly bill would be, $93.23 and paid that up front. A week or so later our items came, 1 A52 black phone w/ case & screen protector, FREE, 2 watches, Gateway and 2 phone lines. It took several days of calling and headaches to get our 2 phones set-up. Nothing was going right from transferring numbers, to setting up voicemail.

Then another three & half days trying to get this Gateway set-up for a free month. Then it wasn't even working right. Never did we try getting the watches set-up We were very much tried!

I pay $93 2/11, another bill comes for $195 and just paid that and now $215.

We sent back the Gateway and 2 watches after many discussions. Rec'd credit of $47.24 3/16 and $23.62 3/17 on our card, but bills haven't been adjusted.

I spoke with a rep, Wed 3/16 about returning the phone and cancelling the lines. I feel they have been very misleading. Phone drops calls.

I was told I owe $483.oo yet on phone when I was told Free at first then $90,

and mo. bill went from $4.12 to $21/mo.

I am glad I have my initial conversation printed off with the amounts. This is what they should honor.