T-Mobile Customer Service Issues

Hello, I am writing to express my disappointment with a T-Mobile authorized dealer, "North Miami Wireless." Yesterday, I purchased an iPhone 6 with the intention of unlocking it to use in Brazil. The seller assured me it would be a simple and inexpensive process by paying $20 on a website like unlockriver.com. However, upon attempting to unlock it, I discovered the actual cost was $[redacted], which was misleading. When I returned to the store for a refund, the seller delayed the process, claiming he needed to make a sale first. This led me to involve the police to resolve the situation promptly before my flight. The police intervened, but the seller failed to refund me as promised and instead offered store credit. Frustrated, I visited a T-Mobile store to exchange the phone but was unable to do so due to issues with the receipt provided by the dealer. This experience has left me reluctant to purchase T-Mobile products in the future, as the behavior of this authorized dealer has tarnished my trust in the company's partners. I urge T-Mobile to reconsider its partner selection process to avoid similar customer service issues in the future.

The T-Mobile Customer Care Support has not been coordinating well, causing numerous unresolved issues for me as a student enrolled in a family plan. Despite having all the necessary plans in place, I am receiving unexpectedly high bills, including random international charges. Initially, everything was fine when Aravinth Kumar Krishnan was in charge of the family plan, and I had purchased an iPhone 6s under the Jump on Demand program. However, after I took over the family plan and added more lines, confusion arose when it was unclear if the Jump on Demand lease was transferable to the new account. Customer service representatives provided contradicting information about waiving off the device and resolving billing errors, adding to my frustration. I am seeking a solution to this situation, as the current lack of assistance and clarity from T-Mobile is disappointing. If no resolution is reached, I am considering surrendering my device and switching to a different mobile carrier with better customer care services. Sincerely, Bharath Ram Chandrasekar [redacted]

I recently experienced a robbery where my Samsung Galaxy Grand Prime was stolen. It was a significant loss as it was my first real phone with a carrier on the $40 prepaid plan. The phone number associated with it was most likely [redacted] and my email is [redacted] I have already filed a police report and I am hoping some sort of technology could help track or render the phone unusable. Thank you for your assistance.

Hello, I'm reaching out for assistance with a significant issue. In anticipation of Christmas, I was looking forward to receiving a new phone, specifically an iPhone 5s. Despite visiting three different T-Mobile stores in Monroe, NC, Charlotte, NC, and Myrtle Beach, SC, along with those stores contacting additional locations, I have been unsuccessful in acquiring the phone. Most recently, my father and I visited another T-Mobile store only to find they were also out of stock, as were nearby stores. I have diligently waited since Christmas for the phone, but there has been no clear indication of when new shipments will arrive. Despite being advised to place an order today, we were later informed that it couldn't be done. I have been without a working phone for a week due to my old Samsung Galaxy Light being cracked, unresponsive, and slow, prompting me to seek an upgrade. I am growing increasingly frustrated and emotional over the challenges I have faced in obtaining a new phone.

I am looking to switch to T-Mobile from Verizon. I want to ensure that there won't be any additional costs associated with the transfer. I believe that my current payment plan with Verizon will be taken care of, including any early termination fees. However, I am uncertain about my most recent bill. Could you please clarify what expenses I may need to handle during the transition? Also, I am interested in upgrading to a new phone with T-Mobile. Will I be able to keep my current phone number when making this switch?

I am quite upset as I had purchased a Bluetooth headset to help me cope with a health crisis and therapy just three days before Christmas. Unfortunately, several items, including my Bluetooth headset, were stolen. I have contacted various departments at T-Mobile, but the only solution given was a $20 deduction from my remaining balance. I urgently need a replacement to continue with my therapy, but I cannot afford to purchase another one while still paying off the previous one. I hope we can resolve this situation promptly. Thank you.

Hello, I am responsible for my 12-year-old granddaughter who is in 6th grade. I am wondering if T-Mobile provides internet or home WiFi services. I struggle to assist with her homework due to my age, and I am concerned about her falling behind. The cable company's prices are high, and I heard that T-Mobile offers competitive prices. I apologize if my question seems trivial, but I am not well-versed in technology and felt hesitant to inquire over the phone. Thank you, Mrs. Connie Allen.

I need help updating phone numbers on my account. I need to remove Vanessa Warner's number, (--), and add Trey's number to my name. My name is John Warner, and my number is (--). My current phone is failing, so I need quick assistance. T-Mobile store couldn't help as I'm not authorized. I want to keep our numbers the same. I'm happy to provide any necessary information. Please advise on how and where to send the details. Thank you.

My bill is $[redacted]. My monthly bill should only be $50. They are charging me for 2 phones that were already returned. They say it's a restocking fee. I have been overcharged every month, except for the first 2 months. I have been with them for a year, and my bill went up $25 in 3 months. I don't owe them anything, but 2 months of payments I missed when they were going to disconnect my service for money I don't owe. Every month a rep tells me they will be in contact with me, but they never call.

My service was disconnected over a dollar bill that should have been reviewed multiple times each month. Despite attempts to fix it, the issue persisted, as I continued to be charged for phones I returned and still using a loaner rather than receiving my brand-new note I was paying for. Additionally, I have consistently been overbilled, despite numerous contacts with customer service. Each time I called, changes were made to my plan without my consent. Despite the friendly and helpful customer service representatives, promises of follow-up calls to address the problems have not been fulfilled. Currently, I have no service, and I am extremely frustrated with the lack of resolution to this ongoing issue. I would appreciate any assistance in addressing these billing discrepancies.

I submitted my identity verification, but the district manager at the local T-Mobile in Austin, TX has not responded professionally or resolved my issue yet. Being without a phone for 4 days has caused me significant inconvenience. This experience is unlike my past positive interactions with T-Mobile, and it makes me consider cancelling my service with the company.

I recently started a new T-Mobile plan in November for both me and my girlfriend. In an unfortunate turn of events, we have since broken up. The issue arose when she visited a T-Mobile store without any authorization on the account and managed to start a new one for herself. The problem now is that the phone I bought for her was leased under my information, and I am left responsible for the remaining balance. I am seeking assistance on transferring the remaining balance of the phone to her new account or, alternatively, canceling her service to resolve this situation.

I removed both cards from the back, reinserted them, assembled the phone, and restarted it. When I tried to text, the issue recurred. I am unable to text or use Messenger, but managed to make one emergency call to your service. After being on hold for 20 minutes, I also attempted a backup restore for my data but got interrupted halfway through accessing contacts. I couldn't complete the master reset. How can I contact a customer service representative?

I recently switched from Sprint to T-Mobile hoping for a smooth transition with their phone balance pay-off offer. Despite being promised over $2,[redacted] in reimbursement for my $3,[redacted] Sprint bill, I only received $1,[redacted]. The T-Mobile representative insisted on giving me store credit instead of maximizing my reimbursement, which led to confusion when I wanted to pay for accessories upfront. I was also led to believe I was eligible for the Jump program, only to find out it had been discontinued without any prior notice. Additionally, I was assured that my monthly bill for 4 phones wouldn't exceed $[redacted]-$[redacted], a significant reduction from what I paid to Sprint for 5 phones. To top it off, I found out that the tower upgrades in my area won't be completed until Aug-Sept, information that was never communicated to me during the switch. This experience has left me feeling extremely frustrated.

I am located in Provo, UT and recently made a purchase at the T-Mobile Kiosk at the University Mall Orem. I bought a landline kit for $50 from Chris Fairwell with the understanding he would set it up at no extra charge. After receiving the voip set, Chris has been avoiding us for the past two weeks, leaving us without a working landline. Despite our loyalty to T-Mobile for over 20 years, Chris has not been responsive, even ignoring our calls. We are disappointed that he hasn't kept his promise to help us, especially when we've already ported our old number over, incurring additional costs. Our main contact number is [redacted], and we are eager to have our landline activated again at [redacted]. We would appreciate assistance in resolving this issue.

I have a JUMP! Lease agreement with T-Mobile and recently upgraded from my 64GB Space Gray iPhone 6 to a 128GB Black iPhone 7. I placed the order in-store on 9/16/16. When attempting to trade in my iPhone 6 in-store, I was instructed to mail it back using a UPS shipping label provided by T-Mobile. I sent the phone back but did not receive any documentation from UPS. Now, I am being charged for two lease payments monthly, even though the iPhone 6 has been returned. Upon contacting customer service, I was informed that it would take 8 business days to investigate the situation and that no bill credits could be issued. Further examination of my online account revealed that I am being charged for a Gold iPhone 6 16GB, a model I have never owned. I spoke to another representative about this discrepancy, and they stated that it would take 13 business days to research and issue credits for the overpayment. I hope to have my overpayments refunded promptly, and the billing issue corrected moving forward. I have paid more than my regular monthly bills due to these erroneous charges, and I am looking for a resolution sooner rather than later. Thank you for your assistance.

I have been a customer for 8 years, paying $[redacted] monthly for my phone service, but now my phone is starting to malfunction. I am frustrated and ready to switch to another company. I don't see the benefit of staying with you if I have to keep putting in claims for old phones when I can simply buy a new one myself. I am disappointed that you won't replace my phone, especially since I have already paid my bill. I am tired of receiving used phones and want a new one without any issues. Your customer service is lacking, and I am at the point where I feel like leaving. My phone is about to stop working, and I am not happy about it despite having paid my bill.

I called yesterday to report my lost phone, Phone A ([redacted]). I felt desperate and reached out for help. The agent I spoke to was kind and understanding, guiding me to the nearest T-Mobile store to get a new phone. Unfortunately, after using my daughter's phone (Phone B) to make the call, Phone B stopped working. Later, my son suggested using GPS tracking to locate Phone A, and I successfully found it at someone's home. However, there were some significant issues with the assistance I received. The support agent failed to inform me about tracking my phone and mistakenly removed Phone B from the network instead of Phone A. This could have led to losing my $[redacted] phone permanently. I'm shocked and disappointed by this experience. It's crucial for your support staff to be trained on how to help customers track lost phones. Selling a new phone should not be the default solution without exploring all options. Please ensure that training addresses these crucial issues. Thank you for hearing my concerns.

Good morning, I’m from Brazil and writing to discuss an issue with my purchased iPhone X from the "Apple Fashion Store" in Las Vegas last December. One of the phones suddenly stopped working after three months, only connecting to WiFi. Apple Support informed me that T-Mobile had blocked the device, claiming it was reported as lost or stolen. The phones were purchased unlocked without T-Mobile SIM cards. The other phone is working fine. It's possible someone mistakenly reported my phone's IMEI to T-Mobile to block it. I am unable to address this in person as I am currently in Brazil, far from a T-Mobile store. I have included the invoice details for your reference, and the IMEI is [redacted][redacted]. I appreciate any assistance you can provide. Thank you.

I have faced difficulties with my T-Mobile service after switching my wife from Sprint to T-Mobile. When we made the change, we were assured that our combined phone bill with new devices would be below $[redacted] per month, including taxes. However, two months later, Sprint unexpectedly refused to accept the returned phone, now owned by T-Mobile, leading to unexpected fees of over $[redacted]. Despite assurances that the bill would be adjusted, this was not reflected in the monthly charges. I am disheartened by this situation and find it unethical. I am simply requesting that T-Mobile honors the initial agreement made in-store for a monthly bill under $[redacted], as promised during the transfer from Sprint.