T-Mobile Customer Service Issues

Recently, my Samsung S5 has been sending all calls directly to voicemail without ringing. I've tried various online fixes, such as disabling settings that could cause this issue, to no avail. Additionally, when attempting to forward calls to my home phone, I received an error message "Unexpected response from network." Oddly, missed calls are not showing up on my call log, and there is no indication of voicemails. Despite this, callers insist they are being sent directly to voicemail without a ring. It seems like this might be more of a network problem than a phone issue. I would appreciate any advice on how to address this matter.

Hello, I recently bought an iPhone Xr on a plan and had to travel unexpectedly overseas. I was surprised to learn that I couldn't use a local SIM card until making at least two payments, which was not communicated during my initial contact with T-Mobile. Despite being assured of receiving an email with instructions to switch to a local SIM, I never got it. After waiting for two days, I called again today and spoke with Mr. Christian, who reiterated the same restriction. It would have been appreciated if T-Mobile had informed me of this requirement sooner, especially considering the inconvenience while traveling. I have been without a functioning SIM for over three days now, posing challenges during my trip. Despite making two calls, the issue was not resolved, highlighting a lack of effective communication from your customer service team. I am disappointed with the service and plan to switch to a different carrier upon my return. Regards, Shivani

I feel frustrated and let down. I paid off a phone for my manager, and now he's facing difficulty switching to a new carrier. It's been a struggle to resolve this issue. I ended up closing my account and business due to my degenerative disease. I invested a significant amount in phones for my employees, so it's unfair on many levels. I informed over [redacted] clients about the challenges of switching carriers after paying off their phone with T-Mobile. This ordeal has dragged on for three weeks without a resolution. It's not impossible to switch carriers, but the lack of effort is disheartening. Transitioning to another carrier renders a $[redacted]-$[redacted] phone useless. I reached out to Motorola, and the CEO will address the Moto Z2 force problem. Today, I plan to contact my attorney. If my manager can't choose the carrier after paying off the phone, I expect a refund. This whole experience has left me deeply dissatisfied and frustrated.

Recently switched from Boost Mobile to T-Mobile via mail. Initially approved with no down payment, but faced issues with phone compatibility, SIM activation, and misinformation from T-Mobile representatives. After multiple attempts to resolve the problem, ended up purchasing 3 iPhone 6s phones and 1 Samsung phone for $[redacted]+ in total. Frustrated with the lack of customer service and product expertise from T-Mobile employees. Seeking a resolution and compensation for the inconvenience caused. Will escalate the complaint until a satisfactory outcome is reached. Contact at [redacted]. - Tonya P. and Rubin P.

I am experiencing a lack of T-Mobile cell service and am unable to contact them. I attempted to access their chat line but was prompted to create a new password, a request I was not prepared for as I preferred to keep my existing password. After trying to circumvent this, I ended up locked out. Consequently, I am now unable to locate an email address for assistance. I believe cell companies should offer both chat and email support for customers facing service issues. I expect T-Mobile to compensate me for today's service outage since I have had no service since early afternoon, and I request that they refrain from altering my passwords as I am capable of managing them. I only ask that they safeguard my personal information and deliver the service I am paying for.

Dear Sirs, I am writing to address a serious issue that has caused significant financial and emotional harm. On May 17, [redacted], I contacted T Mobile to combine my business and personal phone lines into a bundled package, with the understanding that all charges would be consolidated into one bill. I consistently received and paid my monthly bills until November of this year when I discovered an account in collections after being informed by a business loan officer. This account, which had been written off by T Mobile, was never properly transferred over to the bundled accounts, nor was I notified of any outstanding balance by either T Mobile or the collection agency. Once I became aware of the debt, I promptly paid it in full, but the damage to my credit score had already been done. My credit plummeted from [redacted] to [redacted], hindering my ability to pursue a major business acquisition and putting my company at risk. I am committed to seeking redress through legal channels, government agencies, and the media due to the negligence of a T Mobile representative. I am aware of similar issues affecting other customers, where account changes are mishandled resulting in unsuspected delinquencies. I am requesting an urgent and appropriate resolution from T Mobile to rectify this unjust situation promptly. Sincerely, Tibor A. Guba Old Phone number (redacted) New Business number (redacted) Email: [redacted]

I experienced an issue with T-Mobile regarding a warranty exchange for a defective iPhone at their South Gate CA location. The T-Mobile store replaced the phone, reprogrammed the replacement, and retained the faulty one. Unfortunately, six months later, T-Mobile Corporate is charging me $[redacted] for the exchange they claim they never received from the store. I find it hard to believe that I am being held responsible for a phone that their store had in their possession during the exchange. T-Mobile should review how their stores manage warranty replacements to prevent such errors in the future. I kindly request T-Mobile to waive the fee for the replacement as I did not misplace the phone, their store did. Dealing with this issue has been frustrating, especially with the threat of service suspension looming if I do not pay for the misplaced iPhone.

I am reaching out with a request that may be a challenge to fulfill, but I remain hopeful. On Cyber Monday, I engaged with your sales representative, Tami, to explore the $[redacted] credit promotion for trading in my daughter's iPhone 7 towards an iPhone Xs. Tami provided great assistance and addressed my inquiries effectively. While eager to switch our cell phone service from Verizon to T-Mobile, I needed my husband's approval, which he granted. Later that evening, around 10PM, I reached out to finalize the transfer and purchase, now assisted by Nicole. Unfortunately, my credit was inaccessible due to security freezes, causing me to miss the promotional deadline. Since then, I've been on the lookout for a similar offer to upgrade my daughter's phone. Despite being long-term Verizon customers, the Cyber Monday deal incentivized our potential switch to T-Mobile. The international texting and data feature you provide would be especially useful to me as a frequent traveler working as a flight attendant. Worth mentioning, I’ve taken extra precautions with credit security due to a previous identity theft incident, resulting in the credit lock issue I encountered. I kindly inquire if there’s any possibility of honoring the previous promotion under adjusted circumstances. Considering temporarily lifting the credit freeze through my husband, who shares our address and potentially overlaps with my credit details, might facilitate the process without unnecessary delays or inconveniences. Thank you for considering my situation. I look forward to the opportunity of joining as a new T-Mobile customer. Suzanne S. & Gregg S. [redacted] NE 2nd Ct. Vancouver, WA [redacted] [redacted]

Subject: Formal Complaint and Request for Resolution To Whom It May Concern, I recently visited the T-Mobile store located at [redacted] Flat Shoals Pkwy, Decatur, GA 30[redacted], on December 11, [redacted], seeking assistance with my iPhone 5. Sales Representative Ron approached me and offered an iPhone 10 and a watch bundle for $[redacted]. Despite my initial skepticism, I decided to make the purchase, only to discover later that I was misled. The actual price was $1,[redacted].96, and I was enrolled in a finance plan without my consent. Upon attempting to return the items on December 13, [redacted], I was met with unexpected fees and a refund of only $[redacted].20, resulting in a loss of $12.80. I find this experience to be deceptive and misleading. The lack of transparency and honesty in sales practices is concerning. I have been a loyal customer of T-Mobile for five years, but this incident has significantly shaken my trust in the company. I request a full refund of $[redacted].00 and an immediate investigation into the deceptive practices exhibited by your sales team. Such behavior is unacceptable and must be addressed promptly to prevent further customer dissatisfaction. I trust that this matter will be resolved promptly to my satisfaction. Sincerely, T. Parson

I signed a 2-year contract for phone number [redacted] with T-Mobile. The sales associate incorrectly linked my new phone to my old number [redacted] without informing me. My iPhone 10-X-RAY 128GB started freezing and darkening just three days after purchase. When I tried to reset it with the correct PIN [redacted], the phone rejected it as wrong or a fake Apple code. Dealing with T-Mobile's customer service has been frustrating with long wait times and inexperienced representatives. They advised me to go to an Apple store to reset the code, claiming it was not their mistake but the associate's error. I feel uneasy about my security on the T-Mobile network. The conflicting advice from different reps, suggesting a restocking fee for T-Mobile's error, has led to wasted time and money.

I am Galen Orner from Toledo, Ohio, and my experience with T-Mobile has left me greatly disappointed. This Christmas, my wife and I were saving up to purchase Apple watches for our two teenage children. We envisioned their joy on Christmas morning as they unwrapped their brand new devices. Unfortunately, our plan was foiled when my wife, who bought the watches from a nearby T-Mobile store, received calls from both kids just 10 minutes later. They had already received a text message stating that they were connected to their new Apple watches. Christmas was inevitably ruined, thanks to this premature message from T-Mobile. Sincerely, Galen Orner

Every month, an additional $10 is wrongly added to our bill. I contact customer support, they remove the charge, and promise it won't happen again. Despite their assurance that the account is fixed, the charge keeps appearing. Even though they claim to note the error each time, subsequent reps are unaware and demand payment until they investigate further. I feel T-Mobile deliberately adds the charge, hoping customers won't notice. Can this recurring issue be resolved permanently to avoid the hassle of calling every month to explain the billing error?

Yesterday, my phone was fine until my son downloaded the Madden football app from Joy. He mentioned it rebooted a few times, so he stopped using it. Later, my husband plugged it in to charge overnight. This morning, I found the phone off, and when I turned it on, it started rebooting repeatedly, getting hot, and occasionally going into safe mode for almost 6 hours. I tried to keep it charged at work but the battery drained. When I tried again after work, it wouldn't turn on at all. Since I lost a previous S7 to a virus after a factory reset, I didn't want to risk it. The phone is under warranty.

Five days ago, I visited the T-Mobile store in Las Vegas to pay for my prepaid line. As a single father of three, with two being teenagers, I could only afford to pay for my line at that time. However, the staff convinced me to switch from prepaid to a postpaid plan by running my credit. I ended up adding two more lines for my 13-year-old son. They offered me a TV deal that was beyond my budget, so I decided to keep only one line. They didn't want to lose a line, so they proposed a Samsung J3 deal where I could get five lines without any down deposits, a $[redacted] device, or credit for upgrades and accessories. I agreed to pay for the four lines with autopay on the same day and was promised the phones with the total cost spread out in device payments. Unfortunately, for the past four days, I have been unable to get assistance as they keep hanging up on me when I ask to speak to a supervisor. After being a loyal customer for ten years, I am disappointed with the treatment I am receiving. If someone could assist me, I would appreciate it; otherwise, I may need to consider taking my four lines elsewhere. Thank you, Charles Duran.

In October, my husband and I made the switch from our previous carrier to T-Mobile. We participated in a buyout program, which involved receiving prepaid Visa cards to pay off our old phones. Despite multiple phone calls and visits to the store, we have not received the cards as promised. Now, we have received a letter from our old carrier threatening collection action. Being retirees on a fixed income, this situation has caused considerable stress as the owed amount is significant for us. We joined T-Mobile with hopes of better coverage but have been met with frustrating delays and unfulfilled promises. We are seeking assistance from T-Mobile to urgently resolve this issue. -Russell & Patricia M.

I used to have a T-Mobile account (#[redacted]42) that I closed on 11/20/18 after paying the final balance of $[redacted].22, which was not overdue. T-Mobile assured me that my account was not sent to collections. However, I recently received a collections notice from Convergent Outsourcing Inc. (#R-[redacted]6) for the same amount I paid to T-Mobile. They are trying to collect a debt that is not valid, potentially damaging my credit. I have already lodged a complaint with the Consumer Financial Protection Bureau. Any guidance on what to do next would be appreciated.

Subject: Reported Cell Phone Theft Dear T-Mobile Customer Service, I am Deanna Go Bio and my mobile number is [redacted]. I am currently in Ho Chi Min City, Vietnam, and unfortunately, my Samsung Galaxy 8+ phone was stolen today. My personal details are as follows: Deanna Go Bio Mobile: [redacted] Address: [redacted] East 22nd St., New York, N.Y. [redacted] Email: [redacted] I took a taxi with 3 other tourists, and my phone was stolen while being distracted by the taxi driver. I need assistance with the following: 1. To render the stolen phone inoperative but not suspend my account. 2. Information about any loyalty deals for a replacement phone. 3. Guidance on the safest and quickest way to receive a new phone and US SIM card in the Philippines. Thank you for your help. Best regards, Deanna Go Bio

To the Customer Service Team, I am writing to address an issue I recently encountered with my T-Mobile plan. After being a loyal customer for 17 years, I contacted customer service in November to inquire about changing to a more beneficial plan. I spoke with a representative named John, who assured me that I could switch to a plan advertised on the T-Mobile website for new customers. This plan offered unlimited everything plus Netflix for $40 per line (tax included), totaling $[redacted] for 3 lines. However, when I received my bill, I was charged $[redacted] as the 3rd line was $20 more. When I contacted customer service, the interaction was unpleasant, and I was initially told there was no such plan. After expressing my dissatisfaction in a survey, a T-Mobile expert reviewed my conversations and acknowledged the offer but only offered a credit for the 3rd line for 6 months. This experience has left me frustrated, considering changing providers unless I receive the originally promised plan. Thank you for your attention to this matter. Malgorzata K.

I've been a T-Mobile customer for nine years now. I recommended T-Mobile to my family, and they all switched over several months ago. I was looking to upgrade my phone from the Note 5 to the Note 8, but I missed a sale where I could get it without a down payment. When I contacted T-Mobile customer service, they mentioned the Note 9 was coming, so I decided to wait. They informed me that in December, I could get a phone without a down payment. However, when I revisited T-Mobile in December, they required a down payment for the Note 9 due to its price. They offered other phones without down payments, but those weren't what I wanted. I was disappointed that I couldn't even get the Note 8, the phone I initially intended to buy. Despite being a loyal customer, it was disheartening to see that new customers switching from Metro were getting better deals than me. My brother and sister, who recently transferred to T-Mobile, received trade-ins with no down payments, which I found unfair. I used to speak highly of T-Mobile, but now I'm deeply disappointed with the way existing long-term customers are treated compared to new ones.

I purchased a $40 prepaid plan over the phone but couldn't activate it due to my phone. T-Mobile sent a sim starter kit that I didn't activate. I requested a refund but was asked to return the sim card. After trying to send it back, I discovered the address was invalid. When I visited a T-Mobile store, they said I needed a return shipping label. Despite contacting several reps, I haven't received assistance. I need guidance on how to proceed with the return and get my refund. The service was never activated, I didn't receive a phone number, and I've paid for the service. My order number is CTMUR0OND95836, placed on [redacted]-11-27 at 08:52:26. The debit card charge from T-Mobile appears as TMOBILE*PREPD B2C on November 30, [redacted], with a value of -$43.48. Supposedly, this was processed by the rebellion care dept.