T-MobileReviews 1,948

I just purchased the SyncUP Drive device for my car. Since I am a computer technician, I use mobile hot spot often. I was reading up on this device, and I thought this would be a perfect fit for my job. I have unlimited hot spot on my phone, so I can tether this with the device so I don't have to open my phone everytime I need to get on Wifi. I bought the device, and after about an hour of trying to get the device to recognize in the app, it finally started working.
Here is where it gets interesting: I asked the representative that I was talking to if this was data limited or did it tether to my account. She told me that I had 2GB of hot spot. I was shocked! I said, are you serious? How come the plan details was not explained to me when I bought the device? Had I known that this "hot spot" is limited to 2GB, I would have walked out of the store. And of course, guess who cannot return this new unnecessary device, because the rep told me to just use my phone as the hot spot? Without paying a $50 restocking fee, you are stuck with this device. This is not to say that the device is not handy for keeping an eye on your vehicle, but my main purpose was for the mobile wifi capabilities. The representative told me that I should have relayed this to the person who sold me the device. I explained that, no, your site should explain these plans so the person who is deciding whether or not they want to make this investment, has all the information they need.
Anyway, I used to be a loyal T-Mobile customer. This has changed my opinion as it seems deceitful and dishonest, especially since I just bought it and they want to charge me half the price it costs to restock it back to the store.
If you are looking to purchase this device, please, don't forget to ASK the sales rep about the plans that come with the device because apparently, that is not something they should do, unless you are buying a phone, then they have to ask you what plan you want because, oh, that happens to be an integral part of your mobile device.
**This device was bought at the 400 Veterans Blvd. Store**

Started out as good service but didn't use hotspot for awhile so i had to contact support for them to restart service. Rep sent me multiple emails but not one contained the required code. Alas, i turned to another carrier to solve the problem

Tmobile is thee worse disgusting company I agree with Maru. I have encountered a problem with them that they abused all my rights and left it at no solution. I was a prepaid with tmobile. I went to the store to add hotspot to my account since I use my iPhone more than the tmobile junk phone. The guy did it and switched my account from prepaid to post paid. The reason I do prepaid is because I am an optometry student at some point I turn off my phone and focus on school. I ended up with a huge bill after I turned off my phone and stopped paying. I spoke to Tmobile they said that's my fault because I didn't notice earlier. So I paid them 100$+ this month and they are still demanding 200$. The lady tricked me over the phone her name was stacy she said if I go to a store and let them set me up as a prepaid she will discuss the remaining balance. I did and I paid them anotoher 30$ and then I got 30$ off that balance. WTF. So now I am getting billed and I won't pay them. I will take this to court if I have to defend my credit score. Tmobile are money suckers DO NOT fall to their traps and avoid this company.

I would have given them 0 stars if it was an option. There are no words that can express my anger and disappointment. When I upgraded my phone I was offered a case and a screen protector for $40 each claiming a lifetime warranty. To sell me this product I was told, if anything happens I just had to visit a store and they would replace the screen protector at no cost. Never did the individual mention that the warranty only covers product defects and nothing else. All of T-Mobile is false advertising and a rip-off. They will only take your money and when you try to file a claim, they tell there's nothing they can do. I'm so irritated I plan to switch. > :/

I changed cell carriers from tmobile to another company, when I was sent my last bill from tmobile it showed it was set-up on auto-pay as were all of my tmobile bills beforehand. Well, what do you know? They sent me to collections over less than $200 dollars and now that I don't have a tmobile account I can't get ahold of anyone for help! No call back request feature working and I've been on hold for over 2 hours trying to get ahold of someone. This is insane. My credit score is suffering because of these people. There is literally no option for me to get ahold of support. I hate this company. No one notified me at all if the auto-payment failed, I wasn't checking, why should I? They sent me my last bill and said it was on auto-pay... and the next thing I know I get a letter from collections. What an awful company

As a loyal customer of T-mobile of over 11 years I am horrified to write a bad review. Recently one of the 5 lines on our account needed a phone replacement. We replaced the device through insurance that we pay to T-mobile and we were advised to return the damaged phone. The customer service rep that issued the replacement explained that since the phone would not turn on due to the issue of it not charging at all that the "find my I phone" feature could not be disabled and she would send out the replacement. When I put the damaged phone in the box to return I noticed in bold letters on the box it says do not return the phone without disabling the "find my I phone" or we would be charged a restocking fee. I called t-mobile and discussed my concerns with a representative who advised me to contact Apple. I contacted apple and I was told that we can only do a master reset if the phone can be found on our I cloud account which it can not. The phone however is not registering with I cloud and we can not get into the phone because it will not charge. I was told that If I send in a receipt for the phone as proof of purchase apple can wipe the phone. ( also I am not comfortable with sending a phone back to a company for refurbishing that has personal info, including pictures of my kids, addresses, bank info etc.)
I then contacted t-mobile for a receipt and they told me that they can not give me a receipt because the phone was purchased in 2015.
So... Now I am told by T-mobile that because I am past the return window of 15 days that I owe them $650 for a phone that does not work because I could not send in the phone without wiping it according to their rules, they could not provide me with what I needed to do so and can't do anything to reverse the fee. Also every time I called in for help I spent 2 hours on the phone and got NO help. This is especially disgusting because I have like I said been a client for 11+ years and have 5 lines on our account! (NOT CHEAP)
** By the way the phone that I am referring to is an I phone 6S... (not valued at $650)

Can't begin to express my disappointment in this company and there ability to rectify mistakes. My husband and I have been customers for multiple years. We just recently went into the store to upgrade our iPhone 7 to the iPhone 11 pro for a promotion to get $350 back for each phone. We told the manager that was helping us that we wanted the iPhone 11 pro and that we needEd them for photos and video because my husband is in the process of starting a business. The salesman (your employee, I believe even a manager) told us that it was smarter to buy just the iPhone 11 because there was no difference between the 11 and pro. You couldn't not see any difference with the naked eye and it would be stupid to waste the extra money! So of course we listen to the professional, your employee. Now we are starting to take pictures and upload videos for our company and you can clearly see a major difference between our 11 and the pro. I put my phone next to a friends who has the pro and there is a major difference. Not only that but the entire phone is upgraded with better features that would have been nice to have for our company and would have if your employee didn't down sell us. I have now contacted you guys Over the phone and was told that you could do some thing then was never gotten back to and then told that you could switch out the phone but I wouldn't get to keep my $350 discount each month for each line. I understand that is has been over the buyers remorse period but if it wasn't for your employees down selling me when I originally wanted the pro we wouldn't be in this situation. I would like to exchange our two iPhone 11 for the iPhone pro and be able to keep our current promotion. We have been loyal customers for many years and are needing to increase our coverage and lines in the near future and would hate to have to take my business elsewhere.

I had been dumb enough to use Tmobile for almost 14 yrs. After getting tired of their INCOMPETANCE, I decided to switch carriers because they kept screwing up my bill. As soon as I put my new sim card in, Tmobile locked mine & my Daughters phones, EVEN THOUGH WE OWN THEM! Our phones are paid off and these POS Scumbags are trying to force me to pay them money WHEN I HAVE NOT EVN HAD SERVICE WITH THEM FOR WELL OVER A MONTH AND A HALF. Even after explaining my SEVERE health issues due to having MS for over 35 years, ALL THEY CARED ABOUT WAS TRYING TO GET MONEY OUT OF ME THAT I DO NOT OWE! They are the worst service provider out there. Do not trust these greedy scumbags, RUN, DONT WALK AWAY FROM TMOBILE!

I had no issues with T-Mobile until the end when we were trying to cancel our account because we were planning on moving. First of all, I had to pay over $100 just to cancel (this was not including paying off my phone or Apple Watch, I had already done that). Second, after we cancelled for about a month we got an auto withdrawal for the same monthly amount as usual. When we called they said that since we canceled on the same day as the new cycle began, we had to pay for the whole last month instead of just the day use. If that's a policy then fine but at least tell me that when I cancel! The amount was also including payments for items that I previously paid off to cancel! I told them it was a mistake but they said there was nothing they could do after talking to 2 different managers. Look, if that's some sort of policy that's fine but why didn't they tell me that as a heads up when I talked to them in the first place? We though that was the end of it but today, 3 months later we got another auto withdrawal from T-Mobile! We called customer service AGAIN & they said that apparently the tablet we got for free (as a promotion a while ago) wasn't paid off & needed to be paid off! So why did they tell me I paid everything off months before & why are they making me finish paying for it if it was free over a year ago? Overall, just to cancel we ended up paying over $500 AFTER paying off our devices. This company cares about you until you want to cancel & then they don't care. Their service is horrible & the company we are with now, we are paying less for 2 phones than we were with T-Mobile for 1 phone. Will never go back.

I have been a happy customer of T-Mobile for almost 20 years, until recently. It's turned into a complete nightmare. I took advantage of a promotion to add a line and get a free phone, with a supervisor, who set me up with the phone. At the same time, he canceled a tablet line we weren't using.

I have been a happy customer of T-Mobile for almost 20 years, until recently. It's turned into a complete nightmare. I took advantage of a promotion to add a line and get a free phone, with a supervisor, who set me up with the phone. At the same time, he canceled a tablet line we weren't using. Now they are charging me for the phone because they say a free phone is not eligible on account with a canceled line. I didn't know that, and clearly the supervisor who set me up with the plan didn't know it, and only got told that this was the case AFTER months of them adding credits on my line while they tried to straighten it out. I spent hours and hours on the phone with them as they kept trying to fix it. Now they are trying to make me pay for the phone, even though it's their error. I would never have gotten the phone in the first place if it wasn't free. The customer service used to be the best, but it's turned into the worst. Use any other company but them!

Too put simply this is a terrible business. You get a phone put it inside a phone case have it break less than 30 days later and they refuse to trade it back because they have such crappy guarantees they last only 14 days like really? You think I am going to figure everything out on my new phone and see if there are any problems by then to report a problem. The second experience was with ANOTHER PHONE that laster no longer than a year replacing it over 5 TIMES! Each time having to pay them 5 dollars to replace THEIR FAULTY PHONE! From problems with the GPS not working, screen burning, to physical warping of the phone due to heat they expect me to pay for the new refurbished one. If you are wondering it was the LG G5. Now recently I found out they were charging me for a tablet that they gave to me for FREE as part of a "free promotion" for said crappy phone. Not using it for years cause I already had another tablet found out they were charging me for it. They won't return my money cause the "promotion rebate has closed out". "They," said you needed to go on the website to claim the promotion. Yep sure the only thing they told me was to mail in a 50 dollar rebate for the phone which wasn't even from them but the manufacturer. I think one of their employees set up the promotion as a transaction so he would get more commission off of it than if I was getting it for free. I'm done with these people I'm going to find another carrier that won't be treating me like absolute garbage. If they ever want me to recommend them they might have to dig up my corpse and puppeteer my body for that to happen!

In summary, here are the issues we encountered with T-mobile:
- Coverage map is false advertising and flat out inaccurate (which after calling T-mobile they confirmed an area they claimed to have service in fact does not) - Customer service is brutal as you get bounced around reps that you can't understand, have no authority, and never get back to you like they say they will
- You signup for the monthly auto payment and it routinely just forgets the info and doesnt refill causing you to lose service.
In all the services we use as a couple, this has been by far the worst choice we've made. It has nothing to do with the money. The amount of frustration that been caused by T-mobile has put us on a mission to share our story. I cannot stress enough how terrible this company is. If anyone wants to learn more or verify our situation, happy to discuss further or share more details.
Do yourself a massive favor, and DO NOT SIGN UP FOR T MOBILE

Worst buying experience I've ever had. Both the salesman and manager lied to us about our monthly bill. We were told our bill would be $200 a month with the 2 free tablets they had on promotion. We were told this MANY MANY times throughout the whole experience.
Our bill did not reflect that when we got it in. We called, the first lady we spoke to said she would call us back, she never did.
The second person we spoke to said that the store lied to us. He stated he would take care of it and got out bill down to $200.37/mo. From here on out. Perfect, we thought.
Fast forward a month and our bill went back up. So we call. The supervisor states that the notes in the system say that the employee we spoke to did a 1 time courtesy discount for us. If we would have known that, we would have cancelled the service then and there. She states there is nothing she can do for us.
We were lied to by the South Mall store, and we were lied to by customer service.
The best part is, the manager stated, even if they go to the recording of the phone call, and the guy did say our bill would be $200/mo. That their would still be nothing that they can do. Not to mention it's past the point we can return everything. So our options are, pay for the service at a higher price than we were quoted on multiple occasions. Or, cancel the service but pay out of pocket for all the devices.
They lied, and even if they realize that they lied, they still won't fix it. Stay far far away from this company and store. Trap artists.

Last yr, I bought a Oneplus 6T from TM, with a trade in phone that was examined and deemed in good condition in a TM store. Followed instruction and send it to TM, got receipt verification by TM. According to the rules, I get the $300 in monthly credit in 24 months. The credit never came. After 5 or 6 phone calls, I still don't have the credit. Each representative I talked use the same tactic and they all seem to have been trained to lie. Some claim the phone was defective, some claim never received the phone and some say don't worry, the problem will be taken care off. I have and showed them evidence in writing of the good phone condition in TM store and receipt of the phone by TM. But none of them did anything. Total scam. Do not buy any phone from TM!