T-Mobile Customer Service Issues

I am seeking help for the ongoing connectivity issues with our T-Mobile Service at our residence. For nearly two months, we have had no phone service, leading to duplicate text messages and missed calls. Even when a call managed to come through, the caller was physically present at our location. Despite receiving a cellspot, our strong signal implies the problem might lie elsewhere. I was informed it could be a tower problem, and I'm frustrated as we've been loyal customers for over four years. The safety implications during emergencies are concerning, and I implore T-Mobile to address this matter urgently. I have already requested a visit from a T-Mobile representative to no avail. Urgent assistance is needed. Email correspondence can be made to [redacted] Thank you.

As a loyal T-Mobile customer, I believe I should receive respectful treatment when I contact customer service regarding my bill. Recently, I experienced a challenging month involving work, rental vehicles, and unexpected expenses. When I noticed an issue with my account, I anticipated the excellent service I have come to expect from T-Mobile. Despite reaching out for help, it took multiple calls to different representatives in the call center without resolving my concern in the expected timeframe. This experience has left me considering switching to a more cost-effective option, as I value reliable and efficient service, which I have received from T-Mobile in the past. I have a busy schedule caring for my two special needs children alongside their mother, who suffers from chronic migraines, and I don't have the time to deal with this level of frustration.

PO Box [redacted] Flushing, NY 11[redacted] October 8, [redacted] T-Mobile [redacted] SE 38 St. Bellevue, WA [redacted] Dear Public Relations, I am contacting you to report that employees at multiple T-Mobile stores have supposedly colluded with a gang involved in unlawful activities for wealthy individuals. This situation has allegedly persisted for years, and the authorities have not taken action due to their involvement. Several stores, including T-Mobile, have allegedly coerced workers to participate in deceptive actions against me. Allegedly, these criminals bribe store and bank employees to create fake receipts, falsely indicating that bills have not been paid. On August 20, [redacted], at a T-Mobile store, I purchased a pass and received a receipt that did not appear to show the payment. The receipt lacked essential information such as a name or contact number. When I addressed this issue with the employee, they declined to provide a proper receipt. This incident is one example of the various deceptive tactics supposedly carried out by T-Mobile employees. I believe the best course of action is to expose these wrongdoings to the public. I have been distributing information to raise awareness of these alleged criminal activities. A hard copy is en route to you, with hopes that there will be no interference with the mail. This serves as a caution that your company may be unwittingly involved. Even though the gang presents seemingly legitimate credentials, it is crucial to hold your employees accountable for their actions.

A worker named David at the Swansea, MA location caused an issue with my previous carrier, Verizon. I switched to your service using the Veterans deal and was assured by David that both my line and my wife's line would be paid off by T-Mobile. However, only my line was processed for payment. I have visited the store three times now, hoping to speak with the District Manager, Dan, but I keep getting brushed off without receiving a call back. The staff at the store won't provide me with the last name of the District Manager, which is frustrating. I have wasted my time going back and forth and simply want you to pay off the Verizon cancellation fees as originally promised.

I am experiencing continuous issues with the mobile app and overall, the service does not meet my expectations. Dealing with this phone company and my iPhone 8 has been more troublesome than any other service provider I've encountered. Changing the due date is overly complicated, and being charged twice in a month seems unreasonable and frustrating. If I had known about these complications beforehand, I would have avoided making any changes. As a hardworking individual, I find it unfair to waste money on a bill that was just settled. I do not recommend T-Mobile to anyone considering a phone and plan. Despite being informed that I can terminate the service without a contract, I am facing resistance each time I approach the store. This lack of customer loyalty is disappointing. I am extremely dissatisfied and refuse to make any further payments until this matter is resolved. I demand a solution from someone with authority to rectify this situation, as the misleading information provided by your sales staff is unacceptable.

I reported my phone lost/stolen last night. I was assured my services would be fully restored once my phone was returned, but it's been over three hours without success. The block remains despite the confirmation text I received this morning. Name: Stephanie Luster Phone: [redacted] I've tried to resolve this with long wait times and multiple transfers this morning, but nothing is fixed. I've spent over 2 hours on hold. Currently at a professional conference, I need services immediately. My current frustration is immense. Hoping for a quick resolution. Stephanie Luster

I have received multiple bills from T-Mobile, but I have never been a customer with them. When I contact their customer service, they insist on a 6-digit passcode to access my account, which I have never been given because I have never had service with them. It is frustrating that even with the account number, name, address, and personal information on the bill, they are unable to assist me without the passcode. Communication is difficult as many representatives do not speak English well, possibly due to the company being based in Germany. Unfortunately, their corporate solutions have been unhelpful. I am disappointed by the lack of initiative from anyone to help resolve this issue. I advise others to avoid T-Mobile.

I have been experiencing issues with T-Mobile for approximately 7 months. I discovered I was being overcharged for a tablet I never purchased, leased, or requested services for. Despite contacting multiple T-Mobile representatives regarding two promo digital lines I never used, I continue to see charges for these lines on my monthly bills. Despite T-Mobile assuring me that these lines are disconnected, I still see them on my bills each month. This has led to unauthorized debits from my bank account, causing overdrafts. My recent bills for August and September [redacted] are significantly higher than expected, and I am confused by the charges as I was originally informed of a lower price per line. I have been a loyal customer since June [redacted] and wish to resolve these issues to continue using T-Mobile's services without disruptions. You can reach me at [redacted] for further communication. Thank you, Gracie Aguilar.

I am seeking a letter on your letterhead stating the total amounts I paid T-Mobile for the years [redacted] and [redacted] due to a request from Uncle Sam. I have been trying to obtain this information since September 28, [redacted]. I was informed that this is a legal matter and I may not receive a response until mid-November. I simply require the total payment amounts for [redacted] and [redacted]. Previous companies have swiftly provided this information upon contacting their accounting department. My name is Larry B., my billing address is P.O. Box [redacted], Athens, AL [redacted], and my service address is [redacted] Camelot Dr., Athens, AL [redacted]. You can reach me at [redacted]. My email is [redacted] Although I have been assisted by a team member named Jennifer, she has been unable to fulfill my request. Please send the information via mail with your company's letterhead. I was informed that I paid $[redacted].91 for [redacted] and $[redacted].76 for [redacted]; however, I would prefer to have this information officially documented in a letter.

Dear Mr. Leger, My name is Courtney Paulding from Birmingham, AL, a loyal T-Mobile customer since December [redacted]. I've observed a decline in T-Mobile's customer service over the past 3 years. Lengthy hold/wait times, exceeding 30 minutes, and at times, over an hour, and communication issues with the Philippines call center have been recurring obstacles. On 10-15-[redacted], a 2-hour call consisting of 3 attempts with the Philippines office led to a referral to the Midfield branch regarding my defective phone under warranty. Even after verification, due to a minor scratch/crack, staff suggested I buy a new phone instead of a replacement. While I appreciate employee safeguards, I believe honoring warranties for phones with minor flaws is reasonable. I valued the assistance from the Midfield store, yet the unresolved issue has consumed significant time. Should you have any guidance, kindly contact me at [redacted] or [redacted] Please see the provided details. Thank you. S[redacted]96- ORDER NUMBER: S[redacted]96 10-15-[redacted] - ORDER DATE: October 15, [redacted] EXPECTED PICKUP DATE: October 31, [redacted] DELIVERY METHOD: In-Store Pickup STORE ADDRESS: T-Mobile 96 WEIBEL DR, Midfield, AL 35[redacted]

I have been using my Samsung Galaxy for 2 years without any issues until I visited the US from Australia and purchased a pre-paid data SIM from a T-Mobile store. After a week, my phone suddenly stopped connecting to the internet, including Wi-Fi. Despite my efforts to resolve the problem while on vacation, the T-Mobile staff were unhelpful and claimed it was a device issue when my phone displayed a security error message related to unauthorized software. Even after returning to Australia and trying my Telstra SIM card, the issue persisted, forcing me to backup my photos and perform a factory reset. I believe the problem was caused by the T-Mobile SIM card. It has not only disrupted my trip but also rendered my $[redacted] Samsung Galaxy 6 useless. I hope for accountability and resolution from the company.

My daughter's iPhone was stolen on 9/27/18. After recovering it, I tried to return the replacement phone to the T-Mobile store in White Oaks Mall, Springfield, Illinois, on 10/13/[redacted]. The store informed me I exceeded the 14-day return policy. I was unaware of this "buyer's remorse" clause. I called T-Mobile customer service, spending hours explaining the situation, only to find discrepancies in their notes regarding disabling the stolen phone and waiving future charges. Disappointed by the misinformation, I am now paying for both phones. Despite being told different things by the store and customer service, I seek a resolution. I wish to return the new phone as initially allowed or request T-Mobile's corporate contact information for further escalation. This ongoing issue has caused frustration for a long-standing 14-year customer like myself. Thank you. - Phyllis Danmole

Please unlock my screen and SIM card. I went to Safelink after losing my job of 19 years. I initially bought the phone and plan from you, but had to switch. Safelink cannot unlock the screen or SIM card because it is your device. The serial number for the phone is [redacted]45, and the original phone number is [redacted]. The screen indicates that the SIM is locked, only allowing emergency calls. I visited the store of purchase, but they were unhelpful. I am in a difficult financial situation and cannot afford a new phone. My new phone number is [redacted]. Please assist me as Social Services helped me get Century Link Internet for $9.99 a month. Thank you.

My name is Osvaldo Pacheco, a retired SFC of the Army. I contacted the T-Mobile store at Westshore Plaza in Tampa, FL. After being promised a callback in 10 minutes and not receiving one after two hours, I visited the store to address the issues with my new account. Upon voicing my frustrations in a composed manner, Jeshly Albino, the Assistant Manager, mentioned other customers with problems, suggesting I needed to wait as well. I stated my focus was on my own concerns. Without using any offensive language, I was threatened with service denial if I persisted with my tone. Fortunately, another associate intervened and resolved the situation. I can be reached at [redacted]. This interaction does not align with the customer service standards expected from T-Mobile's associates.

Today being T-Mobile Tuesday, I visited the T-Mobile store in Lawrenceville, Ga., located at [redacted] Sugarloaf Pkwy Ste J, Lawrenceville, GA, [redacted]. I requested one of the Halloween buckets being distributed but was told I couldn't have one as I had already redeemed it. Despite explaining that I had only attempted to download the receipt due to a technical issue and showing a screenshot, they refused to listen and denied me the bucket. Interestingly, I witnessed another customer receiving six buckets. As a loyal customer for 16 years, I am disappointed and seek a compelling explanation from T-Mobile to justify my continued patronage.

I have been experiencing significant difficulties with your service. I have been attempting to address an issue since last Friday. Despite speaking with 25 different representatives for a total of 6 hours on the phone, the problem persists. I am unable to access my accounts on the website, and I am consistently getting disconnected from the messaging system. The frustration of being caught in this continuous loop of customer service interactions is extremely disappointing. I hope to see a resolution soon.

Dear T-Mobile, I am Luemma Davis, and my cell number is [redacted]. During my Las Vegas vacation on August 3, [redacted], my husband's wallet, containing the credit card for our autopay, was stolen. I reported the incident to the credit card company, causing a disruption in my communication with T-Mobile. Despite visiting a store multiple times and attempts to explain the situation, I faced difficulties due to incorrect PIN and email details registered with T-Mobile. After realizing the credit card company erroneously recouped payments, I made efforts to repay the charges and correct my account. However, I have been facing additional charges due to unauthorized changes. During one of my recent store visits, I encountered unhelpful customer service from a representative named Joseph Manuel, who declined to address my concerns and refused to escalate the call to a supervisor. This has led to inconvenience and stress as I aim to resolve the issue promptly to avoid any impact on my credit. I wish to restore my phone service swiftly and rectify the situation to my satisfaction. Sincerely, Luemma

We are currently stationed overseas as Foreign Service Officers, and it was a crucial benefit for us to open an account with T-Mobile due to our frequent travels. However, we have faced ongoing complications with erroneous charges on our billing, requiring numerous hours on the phone with T-Mobile and visits to their stores during our vacations. For the past eight years, T-Mobile has allowed us to suspend our account while abroad and reactivate it upon our return to the US, accommodating our deployments in various countries. We have now been asked to validate our need for this service again, despite providing our credentials multiple times and assurances from the regional manager that the issue was resolved. If T-Mobile cannot continue to provide this essential service without further challenges or delays, we will have no choice but to switch to a different provider that can support our communication requirements efficiently while we serve our country abroad. We hope for a prompt and definitive resolution to this matter as it greatly concerns us.

An employee was racially profiled on 162nd Ave. in Northeast Portland, Oregon. Merrel Teresa Patterson, a senior at PSU, received a warning from her supervisor regarding a supposed social media post about T Mobile. She was threatened with termination if other issues arose. The supervisor claimed to have received a picture from her previous employer at the office on N. East Columbia Blvd. in Portland, Oregon. Despite Merrel's lack of social media activity, she was advised to request proof of the allegation. Upon investigation, it was found that the current manager at her previous workplace for just a week wrongly identified Merrel based solely on their skin tone. To address this racially motivated problem, Merrel intends to request her employee file and seek a transfer to a different location. Dealing with such work issues is difficult for the employee, and Merrel hopes for a professional resolution. - Jamilah Springer, Personal Manager at [redacted], Merrel Teresa Patterson at [redacted]

I switched to T-Mobile in October [redacted] from Verizon to reduce my monthly bill, which was previously around $[redacted]. The salesperson who set up my account advised me I needed six lines but I specified I only required four and an extra line for my Apple Watch. Despite this, he opened two additional lines without my consent, increasing my bill. I recently discovered I had seven lines on my account, not the agreed-upon five. I have spoken to customer service before, and though they claimed the charges were correct, on 10-25-[redacted], a representative finally addressed the discrepancy. They are willing to credit $[redacted] for the last three months, but this does not cover the $[redacted] overcharged for the two unauthorized lines plus the difference between my estimated $[redacted] bill and the actual $[redacted] bill. The $[redacted] credit offered does not adequately address the situation caused by the salesperson's error. This experience has left me dissatisfied, and I am considering switching providers and seeking legal recourse due to this matter with T-Mobile.