T-MobileReviews 1,948

I've been a T-Mobile customer for 12 years. Used the phone, paid the bills, went into the store every couple of years to upgrade the phone. Then I decided to switch plans to take advantage of their military plan. It was my first real experience with their customer service and it was a total joke. 90 minutes in the store as their own representative tried without success to get customer service on the line. An hour in, they realized, "Hey, we can take care of this in the store on the computer." THAT shouldn't have taken an hour. Should have worked too, but it turns out their computers were "down." So I come home and call 611, find out everything the store rep told me was wrong and I have to start from scratch. I get transferred to the dreaded customer service number. 90 minutes on hold and nobody every came on the line. It looks like after 12 years, I'm going to be changing CARRIERS instead of plans.

We traded in an iPhone 8 Plus, galaxy s8 and a galaxy note 8. Told us our trade-ins would not be receiving any credit towards our bill or towards carrier freedom. Even though we were quoted at $600 per phone. Ended up only giving us $122 for one of the phones. Mind you all these phones were in prime working condition like new. And when we said we would like our phones back they told us that they didn't belong to us anymore since we traded them in. They stole from us. I would not recommend T-Mobile to anyone.

I got screwed up by a store manager in Maryland and it has caused me so much pain, I have been dealing with T-Mobile for almost 7 months now with no end in sight to my problems. I am writing this review with a heavy heart. T-Mobile was offering some deals on their phones and plans to attract new customers at the time so I signed up for one of the deals, unknown to me the phone was out of stock and deal period was only for one week which the store manager did not disclose to me. The store manager kept telling me to keep coming and checking and that new stock will soon arrive and this went on for 2 weeks and to get the deal he convinced me to make a down payment so I don't loose the deal which I did. Mind you the sales period was only for a week, I got the phone 2 weeks later when the deal has expired and the store manager did not disclose this to me. He also didn't put me on the plan I singed up for but on a different plan. He did this plus some shoddy deals so as to get me the deal on the phone even though the sales period was over and he had no control over that. As a result I wasn't getting my bill so I had to go to the store for my monthly payments for the first 3 months, he also asked me not to call customer service because there isn't much they could do for me when all he wanted to do was to cover his $#*!. The sad part is I get text messages at least on my phone when the bill is due and the amount fluctuates from month to month and I kept wondering what was going on but had no idea since he didn't want me to call customer service and he always tried to convince me that all was under control.
Finally I got tired and called customer service and it was then that I was beginning to unravel what had happened. I narrated all my ordeal to the rep who promised in February to elevate the issue to upper management to be resolved the following month. The next month arrived and the issue wasn't resolved because the bill was still higher than usual. I called again in March and they promised that it would be resolved, and that someone from their department will call me and guess what no one did. I had to call them again April and they promised it shall be resolved in May and that they shall follow up with a call, we are now in June and no one has returned my call neither is the issue resolved. My wife convinced me to sign up for the deal and I'm so pissed off. I regret and when this menace is over no one close to me will ever get to this company again in life time. Stay away from T-Mobile.

After over ten years with the company, I decided to upgrade, and add a few additional lines and it went downhill from there. It took over 10 calls to different regions to finally have my correct plan as agreed.
First, it appears that getting the new lines important than my satisfaction.
It seems the Richmond, VA-based office was trying to undercut the package deal created by the international center.
When I called to make sure that the plan agreed to was in place, after I waited for over two weeks from when T-Mobile sent out the incorrect telephone, a manager (Expert) as they claimed came on line and wanted me to accept a plan that I never agreed to, and told me that they were incorrect and that he would have his manager call me after I told him that as long as he wasn't the owner, there is someone over him.
I am still waiting, but credit to the international office that sometimes gives poor reviews for some who may have personal issues with these out of the U.S. calls, the issue was resolved
It is a long story, and you do not need to read my gripe. However, I am still with them, and they are good if you only if you don't have to call them for a few things. As a result, I took off one star for simply poor customer service.

I ordered a prepaid sim card that was defective. Each time I call they transfer me from one department to another for about an hour. One call ended with a promise that I would receive an email to send it in for the refund (I never received the email). Another call ended with a "we've got it all taken care of, just take the card in to a tmobile store." I took it to a store and they said they can't take it. Two different tmobile employees tried calling in on my behalf. One was hung up on and the other was transferred around for over an hour and finally gave up.
So... After about ten hours on multiple calls I am unable to get a simple return for a defective product. I just have to lose my $42 (and ten hours). Again, nobody is desputing anything. Everyone agrees that it should be returned. They are just apparently unable to do it and/or unwilling to take the time to do it. It's quite remarkable really.

The staff at the various T-mobile stores I've been to were fine. This review is about the phone support.

I live in Charlotte. Connected to the T-Mobile in Elpaso. The connection was very bad. T-mobiles tried to strengthen the connection, but after several weeks we realized that my eria had poor coverage. Although the T-Mobile promised me that all of Charlotte was under good coverage. In the end, I decided to switch to another provider. But I had a phone from a T-mobile and I couldn't return it... And the T-mobile took from my account the money with one big check all cost without my agreement. (it doesn't matter if you are hungry or not). And after all, I unlocked the phone by calling them. But I did not use the phone for several months and then when I turned it on, it was blocked. And when I called the T-Mobile they said that maybe the phone was unlocked temporarily... Interestingly - the money was immediately withdrawn from my account and the phone was temporarily unlocked? When I called the T-Mobile company, they did not find my account and any information about the phone and me. I spent an hour figuring out what was going on. But they told me that in a couple of days they will call back as they cannot help now. And besides, they did not call back. In the end, I paid $ 800 for the air.

Bought a SMS card in Las Vegas as we were travelling US and Canada. I paid $50 plus 15 extra to make 76 minutes of calls to Australia. Got to NY tried to call a friend in New Jersey twice line so bad never got through she called talked for 20 minutes. (local Call) line still intermittent. Then tried to call Australia from Canada told only had. 44 cents credit for call then 4 cents also lost messages which my partner uses if I'd been sick or hurt I had no way of contacting anyone I'm in my seventies and found this service terrible would still like to know why I didn't get what I paid for.

I have been a loyal customer for years! I do not ask much of them but when my calls are dropping or i can't utilize the apps and features how I'm supposed to. They want to blame it on my phone because it's a little older.

Like if you can't fix the problem just say that. Also i told the manger that i was very frustrated and was considering leaving the company if they cannot fix my problem. The supervisor stated to me that he understands my decision and stated that i basically have to do what i have to.

Unbelievable, at this point i felt like they didn't even care about me being a customer for years. Smh something has to change

Before signing any agreement with T-Mobile, make sure you are aware that should you decide to change carriers, they will lock you phone. Doesn't matter if your phone is paid for. Doesn't matter if your account is current. Should you decide to change carriers, understand that it may take several days before they decide you can use your phone again. Evidently, if you've ever used their service, they think they own your phone. Should you call their customer service, they'll put you on the phone with an arrogant condescending jerk. My advice is to think twice. Then really think again. There are plenty of other options available.

Sadly disappointed with Phone carrier T-Mobile
I never write reviews, but I felt if even one person reads this and makes a decision then maybe it'd be worth it. The first day I walked in to buy a new phone with them, they had an issue that never resolve by calling me every day as a follow up and promises to call me again and today they want a week to call me back to see what they can do... i do not recommend it to any one Badddddddd

I never write reviews, but I felt if even one person reads this and makes a decision then maybe it'd be worth it. The first day I walked in to buy a new phone with them, they had an issue that took 4 hours to resolve. That was a red flag, and I should have just stopped it there. In the months following, attempts to add money to my prepaid account resulted in denying my card, only to take my money anyway (without it going towards my service plan). Their website is barely functional, and only works during the day. Their customer support in the worst I've ever had. I go to a store in person only for them to say "call this number". They don't want to help you at all. My money? Well I only got some of it back, and it took a week of pestering people. Still lost $40. Unlike other providers, when I was porting my phone number, they cut my service immediately and didn't give the phone number to the new provider right away. It took an entire day. That meant an entire day without a phone number or service. They also had an error where every time I sent a text, it took 25 cents from my account. There wasn't enough money in my account to renew the service, so they cut me off in a heartbeat. They make it so hard to get started, but it's so easy to terminate your service. No apologies from them either except after I changed service. If you don't use your phone much and want a cheap plan, I suggest Tracfone. If you want about mid-priced plans, Sprint wasn't bad. If you've got money to spend, I hear Verizon has the best coverage. Whatever you do, just stay away from T-Mobile. I have not had a single good experience with them.

Sadly disappointed with Phone carrier T-Mobile. Was with Verizon and received great service, but it came at a high cost.
T-Mobile is definitely more affordable, but the service and internet connection sucks. You don't have to trust me - try them for yourself. Beware however when it comes to transferring over your files to a new phone or simply to the new service contract, T-Mobile will most likely lose your saved voice messages if your coming from Verizon. Read about it. Others are experiencing the same issue.
My family has been with T-Mobile for one week and already we have been unable to use our hot spot, have clear phone conversations and keep all our stored voice messages that T-Mobile promised would not be lost.
The customer service sucks as well! The representatives act like they know what your concerns are and what they are doing, but clearly have a problem handling the situation. They send you to other representatives and you end up going around and around.

We basically receive no service while at home (Oakland, CA) - we have to use a cellspot. Because T-Mobile is Sub and beneath the quality that Verizon promises and delivered - T-Mobile has to try and compete by sending you a plastic unit that must be hooked up to your electric source which is suppose to help create a better connection to the internet. It does not!
The bottom line is that T-Mobile is no better than Metro PCS and cost a lot more! I would be disappointed and unhappy if I was a internet phone company that failed my customers continuously. I'd want to do something about it. The only good thing I can say at this point while dealing with T-Mobile is that there is no contract. I thought this was for us, but it's not. I believe T-Mobile knew they could not deliver quality service and decided not to have to deal with legal matters and not place folks into contracts.

Again it's all about T-Mobile not the customer!

Went in to look at the pricing to change from Verizon business to T-Mobile business told the business manager that I couldn't sign up that day because I needed to know if T-Mobile had service available at my second home in the mountains about 45 minutes away. She said no problem she would send me the paperwork via email and if I found it service worked I could sign for the account online. That night I spoke to neighbors at my second home and found out that T-Mobile is not available. 2 days later I received an email stating that I did not sign my paperwork within 48 hours so no account is started and no services rendered. No problem great, wrong! Approx. Two weeks later I received a bill in the mail for over $300 that had 4 business lines and a tablet line activated with fake phone numbers immediately I started calling T-Mobile just stretched into three months later being threatened with collections and couldn't get anywhere with T-Mobile supposed security department! Complete b******* spent over 40 + hours on the phone until I decided to just do a random customer service call and ended up talking to a gentleman in Texas miles away from the state of Washington who told me that the manager probably had a meeting I need you to show numbers for her store and forgot to cancel the fictitious account in my name. He stated he used to work in the stores and that there is so much pressure on the managers to get new numbers in that he sure this is what happened because he seen it done before what the f***! Instructed me to contact the police to file a police report and then 2 contact the FCC and file a lawsuit which is what I will be doing asap, be very wary of giving your social security number or any other information 2 employees of T-Mobile unless you're ready to open an account as you're standing there, super disappointed in T-Mobile for not taking better action on my matter brushing me off hopefully I'll have my day in court soon.

I bought a new phone and it was unlocked, however, it was "T-Mobile unlocked." I use Verizon. (I did not know when I bought the new phone that I was unable to use it on Verizon). I read online that if you sign up for a T-Mobile account for two months, they will unlock your phone and you can then use it on Verizon. I went to a T-Mobile store and signed up for an account. They asked me for my Verizon account number and PIN. (The reason I gave them my Verizon account information was so that I could keep my Verizon phone number). The PIN number I provided did not work. But they went ahead and activated my new T-Mobile account. I assumed that my phone number did not change and they did not tell me that it was changing. As soon as I left the store, I made a phone call and the recipient asked why I was calling from a different phone number. This is how I found out that T-Mobile had changed my phone number without telling me.

I walked back into the T-Mobile store and canceled my account. I was assured that I would not be billed for the service. Two months later, I received a bill from T-Mobile for $60. I called T-Mobile customer service and told them what happened. They advised that they were canceling my account and that I had a zero balance. I asked for a confirmation number and they advised that they do not provide confirmation numbers for such purposes. A month later, I received a bill from a collection agency for $48 for the outstanding T-Mobile balance. I called the collection agency and they said I needed to contact T-Mobile. T-Mobile advised that they needed my T-Mobile PIN to access my account. I did not know my PIN because my account was active for only ten minutes. They advised that I needed to go to a T-Mobile store for help.

I have no desire to go to a T-Mobile store so I can be harassed by the employees into opening a T-Mobile account. This situation should be resolved over the phone. However, I contacted T-Mobile four times and they refused to rectify the problem.

T-mobile, you messed with the wrong person! It took me 5 conversations and 5 different stories, false promises and sending the phones back and now they say they didn't get the phones. I have to find the tracking number or they will charge me right before Christmas the non sale amount! It's pretty much if you can't prove u sent the devices back they will claim they never got them. They will try their very best to stall you until the 14 day trial time is over with " I will call you back within 24 hours regarding the matter" and again and then nothing, hoping you will forget. Write down names and numbers and record conversations to start and don't give them your account number!