T-MobileReviews 1,948

I have had a terrible experience with the business reps and then customer service. If you have a business account with T- Mobile you are given a rep who will call and/or send emails with "special offers" of "free" products with either a low or no data feen (eg tablets.). I have even been told when I said I wouldn't use it 'why not get it anyway; you can give it away as a gift". I fell for this and for the emails that have FREE IN BOLD TYPE. I even asked specifically if this would cost anything and was assured it would not. Now fast forward a year - I find that I am being charged monthly for the device and for service. I contacted the new rep (they turn over regularly) who was going to look into it and never got mad. The next time I was contacted by still another new rep I explained the problem. This one directed me to customer service. I finally, after a lengthy conversation got her to agree to refund the data fees but not the cost of the tablets. She also claimed she couldn't even find one of the offers. A subsequent call to the new rep was never returned. In June I called and cancelled my service. I now find they only canceled the phone line but continued to charge data usage for the tablets! A friendly customer service rep arranged to refund the past month but not the previous month. I freely admit that I was not scrupulous in monitoring bills so I didn't catch these errors in a timely way. I claim naiveté and trust that businesses charge what they claim. Stay away from them!

I purchased a router that was on sale through t-mobile.com. 2 weeks later I was wondering what the hell was taking so long, so I called them. Apparently they cancelled the order without notifying me, because I did not answer a confirmation phone call they never told me was coming. The CS rep on the phone told me they no longer carry the item, so I am out of luck. I have never even heard of a company calling the customer to confirm a purchase, much less cancelling the order outright without notice because someone didn't answer. The order was only 35 dollars, not kidding. If they were going to call they could have just said at the time of my order, "You are going to get a call". I am upset that 2 weeks later I do not have my router and have to go about paying more and waiting all over again to get it. I feel that this company has cost me time, and time is money, so they have cost me money. I feel they should have gone to extreme lengths to compensate me for their extremely poor handling of the matter. There is absolutely no excuse for their behavior here. I feel that this is a very poor company who does not give a damn about me or my business, and I will literally go out of my way to do everything I can over the course of my life from here on out to make sure that this company fails. This company is pure garbage and should not be allowed to ever offer retail services in the United States.

I was a T-Mobile customer for a little over three years. I was not dissatisfied with their service in general. Their cell coverage is not quite as good as the expensive options but it worked well enough for me. (Don't get suckered into their $10 per month insurance package.)

When I decided to change to another carrier, where I purchased a new iPhone, I also wanted to sell my old iPhone. You get more for a phone that is unlocked. Although I switched carriers in the middle of my billing cycle I had to pay for the FULL month before they would unlock the old phone for me. Therefore, they then owed me for the overpayment. They only pay you back with a refund Mastercard! The Mastercard arrived SIX WEEKS later! When I tried to activate the Mastercard (three times) the automated system would NOT ALLOW ME TO ACTIVATE THE CARD!

I called T-Mobile and got them to activate the card and then learned that there are LIMITATIONS to how and what I can purchase with that card! WHat BULL SHxT!

8 days after switching over to a new phone carrier called T-Mobile my son's phone stopped working the screen was just black you could still hear the alerts but you couldn't use the phone because the screen didn't work. They sent me a new phone telling me that no problem it should be covered and just to mail back the phone that didn't work when I got the new. Two weeks later I noticed a $150 additional charge on my bill so I call to talk to a representative and I'm told because there was a crack in my phone. I tried to explain to them that there was no crack in the phone when I sent it and it probably happened during the shipment and then continue to tell me that because there was no damage to the Box that the phone must have been crashed when I mailed it back. So basically I'm being called liar and I'm very upset because now I have to buy another phone when I'm still paying on the other one after 8 days of service. I will never deal with T-Mobile again

So i needed help with customer service about my Bill and such and questions and concerns I had and the tmobile phone experts did a great job and I was so happy with the way they spoke to me and respected my wishes and things done on my account I am one happy customer. Thank you to ana ******* and ray ******* on doing such a great job you guys are the best thanks to the tmobile experts I am very happy 101 star from me to the both of you great job keep it up guys and great team effort. Love Francheska

I opened an account with T-Mobile in April, 2017. I tried to use their service for a few days, but the reception was horrible at the place I work and at my house. I returned the phone, paid the restocking fee and asked them to cancel my account. They said they took care of it, but I notice in August I had been billed two $100 payments. I called them and told them their error. They said they would refund my money and close my account. They refunded me $100 and still owe me $100 and only remove my credit card from the account, they did not close it. Since then I have received a bill saying that I owed them more money, a letter from one collection agency and then a second collection agency. After receiving each of these, I called T-Mobile to get this taken care of and ask for my $100 dollars. Each time, I wasted four or five hours being passed from agent to agent until one finally lied to me and said it was taken care, only to find out it was not.

Long story short, I moved to Austin TX. The tmobile network here is just bad. Couldn't make phone calls or use the internet. After 15 years with T-Mobile, I had to switch services. I payed off all my equipment and canceled their service. Two month later I still get billed to my account. Called cuatomer service. Was told they would refund me a 100 dollar charge they put on this month June(I canceled in April). They never did. When I called them back, they told me the refund was 'denied'? Thanks for lying to me and just taking whatever money you want out of my account! Great service! Looking forward to my new service at AT&T. Should have switched much sooner. Seems like T-mobile utelises a business model close to planet fitness! Lol! Taking money, giving no service, not letting you cancel. Nice!

Paid $75.00/month for unlimited data but only got 200 megabytes because T-Mobile has no cell towers in this area. Called in May to ask what was going on and rep said since T-Mo has no cell towers I was on AT&T network and data is capped at 200 megabytes. Told him I wasn't paying $75.00/month for essentially no data and he agreed it made no sense and said he would switch me to their $25.00/month plan with no data. That was late May. On June 9th I switched service to AT&T so I could get data. On June 19th T-Mobile bills me another $75.00 (takes it out of my account). Call and they say they couldn't switch during the billing cycle. Yet they have charged me $75.00 for the UPCOMING billing cycle!

So T-Mobile has charged me $150.00 for 2 months of "Unlimited" data service and I've gotten a total of 200 megabytes of data! You could not PAY ME TO GO BACK TO T-MOBILE!

On February 15,2018, I sent them my phone for replacement due to microphone mal-function. On Tuesday, February 20,2018, T-Mobile acknowledged receiving my cell phone. Since then, every 10 to 15 days, I called them to see the status of my phone and I am being told that I will receive it within 10 business days. After several calls and waiting several of those 10-day waiting, finally, I received my phone today, May 2nd, 2018 with No Battery and No Back Cover. Such a marvelous service! I am done with T-Mobile as long as I shall live.

I'm trying to help a 78yr. Old friend cancel his aircard he no longer uses. He went into the store to cancel his card. He was told he had to pay his balance of $94. The T-Mobile rep charged his bank account $904, and he got the run around to dial 611 to cancel. The line never had a tone of any sort. So I called on his behalf, 75 min later, 8 representatives (one who had no idea what an aircard was), and still no resolution. What the heck is going on T-Mobile? An elderly man has been dealing with this for 2 MONTHS! He told me his frustration and still we can't get 1 rep to cancel an aircard. Maybe just maybe you might want to hire people who have at least graduated high school, and please train them well enough to call themselves customer service representatives. UNBELIEVABLE.

My husband and I were looking to get new phones. We went to several different stores and at the end of the day we find ourselves at our local t mobile store in Gadsden Alabama. I have never seen such wonderful costumer service like we received at t mobile. The sales guy, Maurice, went literally above and beyond to make sure we got the phones of our choice and and the plan that was best for us. I have never seen someone go out of their way like this man did. He is just an awesome and understanding guy. The whole t mobile team at our local store is great. But Maurice really stands out. I highly recommend anyone needing a new phone or even if your considering switching to definitely go with t mobile! And be sure to ask for Maurice! ;)

I have an old T Mobile account that you only have to buy minutes to keep it active, no monthly charge. I had the old big sim card that I couldn't cut down to the nano size without damaging it for the new phone I got for Christmas. I took it into the shop at La Cantera in San Antonio, Texas and told a young man named Matthew about my situation. He took my old phone and got the sim card out of it, went to a desk computer and did his magic on a new nano sim, put it into my phone and it worked perfectly. He asked if I was a Military Veteran as I was wearing my Vietnam Service cap and thanked me for my service after I said yes. He gave me a discount and told me to come back or call if I needed anything else from T Mobile. It's was rewarding for me to see this respectful young man appreciate a Military Veteran and be very intelligent and professional at the same time. T Mobile you have my continued loyalty from this great experience!
Retired Air Force MSgt

I've been with T-Mobile for years. Any time I have an issue they rectify it in no time. The issues I've dealt with have never been with service but equipment (not purchased through T-mobile) or account access. One call to their customer service and I've always been taken care of. On a couple of occasions the call center rep has suggested a plan change to save me money and it's always been followed up with a credit. I'll stick with T-Mobile!

When my six year old misplaced a cell phone we called to suspend the service. We simply use it for internet during long drives. We called to suspend when he lost the phone only to find out that they will suspend the account but you still pay the full amount, WHAT A JOKE! In order to not pay for it you must cancel the line so that you loose your phone number and if you find it and want to get a new number you have to pay the sign up fees again, GOOD BYE T-MOBILE We are changing back to Verizon or going to AT&T Service is spotty to begin with!