T-MobileReviews 1,948

Went to one of their stores to switch phone plans to them and they said that with the plan I choose I would get same benefit as my old, but this turns out to be false and gave me a $200 extra charge for international calls which I made clear I did when I change plans to them. I went to physical store to get some answers I was told by the store that they should be able to charge me for their international rate since it was just a mistake as I just switched to them and was told everything above and to call a 611 customer service number. But when I called they said that they could not do that and that I am just stuck paying the extra $200 and that I should have made it clear when I change company es and changed to them but it was their representatives at a physical store that gave me wrong information! Terrible business practice and almost fraudulent practices with retail store saying something completely different than customer service. This company will scam you if you switch to them. Use a different carrier!

I switched to t mobile on 20th of November from Verizon and the customer service has been nothing but a joke! None of them are on same page! My phone was bad when I got it and trying to get a new one to replace it is impossible. Less than 2 weeks and had not just my phone but my son's phone have issues. Having to ay well over600.00 for start up service then 100 to get mine replaced then 106 to get sons replaced! About to get me a lawyer cause all they keep doing is taking my money and giving nothing in return!

I want to say what an awesome experience I had today at the location on George Washington and Harry. The manager Ariana A helped me resolve my issue. She was very helpful and she was able to resolve it. Can't say how relieved I was after I left.
Verney

I dislike T-Mobile! I never experienced high bills until l became a T-Mobile customer. Their representative are not very professional they make you feel some type of way. T-Mobile is all about making money not taking care of their customers! I can't believe Sprint is gone and left me with this horrible service.

Paid phones have my receipt since i pay with my credit card and they still charging for phones that are paid in full and won't unlock them will have to take the matter to court never again dealing with this corrupt company people stay away from them they give you problems even when you pay in full unbelievable how they scam their customers very disappointed with this company very.

I have been with T-mobile for years. Service and pricing are very competitive and service was OK. Lately I can not even get a person to answer the phone for just some simple questions I have for my business account. The hold times are worst that state or Government departments and when someone does finally answer you are transferred to someone else who also never answers the phone. 49 minutes then hung up and called again later and 35 mind. Tried calling in the early evening only to be on hold for 30 min then transferred again to be on hold for 20 min before just hanging up. This type of service is mow the new normal for them. I spent almost $500 a month on my company's cell phone service and will be looking at AT &T and Verizon. They are going way down hill. Even the cable companies are better at answering the phones

On two separate occasions in the past month i ordered items from the online T-Mobile sales people. One time I payed extra for overnight, the next time was two day shipping. Both times they got the address wrong and it took a week to get them. When you call, it goes to a call center who knows where, and its extremely noisy.Why do multi billion dollar companies invest so little in customer support. Either people are not saying enough about the crappy service or we have resigned ourselves to accepting less. With the money we pay, we shouldn't. Speak up America and let's not accept less. If they use the excuse it'll cost more, maybe the problem is their product or company communication. Fix that and we wouldn't put stress on your call centers. The best part was, adding insult to injury, they ask me about buying something else. I said are you serious! You can't even get what I did order to me. Crazy!

I called t mobile to make payment arrangements and they told me that Ivan would withdraw a certain amount per month and they did not comply. They took everything from me in one payment

I've very bad experience with T-Mobile customer service. Very bad customer service. Customer service expected collection agent will collet bill whatever they charge. Suspended account without notice and very rubbish's customer support.
No good coverage cell phone, Internet not good data to use PC and TV. Higher bill unexpected agreement.
I request for return shipping level for Modem, they will not send. I throughout modem in the garbage.

T-Mobile refused to change my payment date to the end of the month when my Pension Check is deposited in my bank.

Could not call 911 as T-Mobile blocked me from calling due to awaiting payment.

There is absolutely no reason for this.
The closest equivalent of this was at Nuremberg, "I was only following orders".

AM switching phone companies ASAP

We called and talked to three different T mobile employees about adding 2 lines. We were told yes we could by the store in Union South Carolina and Spartanburg stores also. We go to add the lines but told no, our 8month old plan is obsolete. We can not add lines or get special deals. If you tell a customer something then it should be up held. If a plan is going to be obsolete in 8 months we should be told. Nothing except a lot of false information is what we got. Will not recommend T mobile again.

20 yrs with TMobile in the 3rd largest city in Oregon, and the coverage is still terrible. Not only that they switched me to paperless billing without my permission. I got a text saying they did it, and if I still wanted paperbilling to call by the 8th, which I did and I spoke to Lars. He assured me me I would still get detailed paper billing. I need my bills for legal purposes to prove when I spoke to certain people. What I got was just a break down of the charges! I called and CSR was not only condescending but rude. Said she would email me a copy even though I told her I had no printer and no PC due to rent taking 88% of my monthly income. I am now looking into Verizon, as much as I dislike Verizon I have no choice because TMOBILE did not nake me feel like a valued customer. I also can't get 2.5 miles from my home without losing service.

Will never do business with t mobile again and will make sure everyone knows about our horrible experience. Not only was our coverage way worse than AT&T, but we also had a few customer services issues with them throughout our time. However, by far the worst was when we decided to leave them.
Back story…when we decided to sign up with them they said "we'll throw on a third line because there is a deal and it's free anyways. You don't ever have to use it but can if you decide down the line you'd like to" this was fine obviously. However when we cancelled we had forgotten about the third line and nobody mentioned it. The problem came when t mobile continued to charge us for our full bill…when we called they apologized and stated they would refund us. However the following month came around and we never received a refund and were charged AGAIN for a line we literally don't even have active. Again we call and they apologized and finally refunded us the $280.
This was until we were charged AGAIN…the people were never actually canceling the line. We went into the store and they now we're saying we'd have to pay $140 for our "last month" again for a phone line we NEVER USED.
We called again and nobody seems to want to resolve this despite telling us twice on the phone we would be refunded and it was a mistake. To out of nowhere be like "you need to pay a last bill" after months of us contacting them is unacceptable.
We will likely end up paying this bill for a phone line we never used.
We absolutely without a doubt will never recommend t mobile to anyone and in fact we believe they will cheat you out of money anyway they can. Not worth it…definitely not worth it.

As long time sprint customer, when T-mobile took over I sought in store customer service care to upgrade to comparable T-mobile plan. First, they put me on a plan designed for 2x many phones I have. After talking with T-mobile on phone they gave me a credit.great. However now, T-mobile charged me exactly double for the plan and three other phones on plan acct. No credit to alleviate the higher charges as they said its because you changed plans mid cycle. This is bad customer care. Customer service people were with foreign accent so not sure how this would have gone with American English speaking rep.

We switched to T-Mobile with 5 lines. We were supposed to be reimbursed for out two phones that we owed balances on (keep and switch...$800 per phone). We had to pay the phones off to switch to T-Mobile so I charged the phones on a credit card and waited for the refund. It never came. Now I have spent countless hours and time on the phone with them and have been to the store multiple times to get this refund so I could pay off my credit card. I have sent them the required information 4 times. They still have not reimbursed me and all they say is that the escalation team will be contacting me within 5-10 business days every time I speak with them. I have sent them screen shots of my ATT account and 3 itemized bills several times. Still they claim that is not enough to reimburse me for the phones. The bill shows my name, each phone line, the amount owed left on the phone, and how many payments have been made. If you think this will be a good deal for you...be warned. You will not be reimbursed easily if at all. It is a clear bait and switch scenario, not a keep and switch.

I love T-Mobile I've been there with 20 years. Unfortunately they don't have very special package like the other company they took over for.
I live in a basement there internet is very weak and on top of it if I call their number for help and I talk to somebody in person they charge you money for it they shouldn't charge you any money for talking somebody in person that's how they keep a job.
Things like this makes me want to go somewhere else I know why many people left T-Mobile. Fix these problem.
I'm afraid to get T-Mobile Wi-Fi in my not working in the basement at all

I bought hot spot service for $55, I was told it will be refunded if it has any problems,but the second day I go to the store for return because the devise they gave me is not functional. Then they said I have to pay $70 for repackaging for the process of returning.this is very crazy to refund $50 paying $70. Indirectly no refund. After several months they send bills to my home that I have to pay for each months bill with the fee because it is not canceled,I told them the devise is not not functional since the first day so u supposed to refund my money but u didn't. And now u are asking me to pay blocked service. They say I have to cancel the subscription, but they already blocked the service because the devise is not functional either they don't need to give the refund. Finally I pay $145 what they want they said it is the final payment after the cancellation. Another month they send bill to my home they said one more last payment $98. Another month the sent bill my home recalculated adjustment one more last bill $68. They cheat u,if you want to trash ur money go to T mobile that will be ur choice.

I switched over to t moble due to tight finances. 200 doller rebate was promised and 800 doller rebate.they checked my old carrier and approved it one month and a half of empty promises.and no rebates at all im going back to my old provider.they lie to get ypu to switch over. And tjen drag it out saying they can fix it after a week and a half hearing this they came back saying we cant do it.