T-Mobile Customer Service Issues

I have spoken to 10 different representatives at Verizon who have all given me conflicting information regarding my current bill. Originally, I was told I did not need to pay it off, but now, after purchasing a tablet and SIM cards for $[redacted], they are requesting a paid-in-full bill. I explained I can only do this after March 10th, which they initially said was fine. However, I have now received a bill for $[redacted], even though I was quoted $[redacted] a month. I have not even activated the SIM cards because Verizon has not been disconnected yet. I refuse to pay this bill until Verizon is disconnected, and I will return the items if I continue to be charged incorrectly. I was never informed about the March 7th deadline, and I am very disappointed in this experience.

Hello, I am experiencing ongoing difficulties in receiving the promotional cards we were promised when we switched from Sprint to T-Mobile through an offer with Amazon for the Amplified Plan. Despite contacting the advantage department and being told the cards would be sent, there seems to be no record of my request when I follow up. I am seeking assistance in obtaining the two $[redacted] Visa cards totaling $[redacted] that were part of the promotion. Name on account: Thedric J. and Marlisha J. Phone numbers: [redacted] and [redacted] PIN: [redacted] Promotional Code: BNFTAMP19

As a survivor of the devastating campfire who did not receive assistance from FEMA, my situation is extremely challenging. I lost everything in the fire - my home, my job, and my car. While visiting my kids in Red Bluff, my aunt took us to the Redding mall where I had $[redacted] to my name. I took advantage of a T-Mobile promotion where you pay for 2 months of service for a prepaid phone and receive a free phone. I paid the $[redacted], but when I returned to Oroville, the phone did not work. Despite visiting multiple T-Mobile stores in Oroville and Chico and contacting customer service, I have been unable to resolve the issue. Living in a tent, staying in touch with my family is crucial, but without a working phone, I am cut off. I have missed out on assistance available to fire victims due to this phone problem. I desperately need help fixing this phone issue.

I had a frustrating experience dealing with the customer service team assigned to my account. Despite making four calls to cancel a line on my account, I was repeatedly transferred to representatives who used various tactics, such as stalling and blaming me for issues, to avoid resolving my request. This poor customer service experience has left me considering switching to another carrier. I believe it's crucial for a corporate representative to investigate this matter and provide clarification on the situation. I can be reached at [redacted].

Today, my phone was disconnected by T-Mobile even though my bill of $[redacted] wasn't due until March 6th. I've spoken to Chris and Abigail, complained to consumer affairs, and expressed that my account shows I'm current and scheduled to pay on the 6th. This payment includes the down payment for the phone made since February [redacted]. They've added a $30 usage fee on top of my $55 monthly plan without proper explanation. I agreed to pay the $[redacted], but they're demanding more money unfairly. I believe they're overcharging and disconnecting me intentionally. I insist that they remove the deposit charges and extra fees, sticking to the agreed-upon amount. This recurring issue is frustrating; I don't want interruptions when I'm up to date. Despite assurances from Chris, my service was cut regardless. I refuse to engage with T-Mobile's executive office and seek a resolution promptly to avoid further complaints to consumer affairs.

During my trip to South America on January 30, [redacted], I informed T-Mobile that I wouldn't be using their services, yet they claimed I owed them $40. I used Virgin Mobile during my stay and have evidence to prove it, but T-Mobile won't acknowledge my cancellation request, provide a record of my cancellation, offer me a cancellation confirmation number, or show any evidence that I used their services over Virgin Mobile. Customer service shouldn't be this complicated, especially when all I wanted was to cancel my prepaid service. - L.X. Villar

I recently received an email from T-Mobile informing me that my phone number has been reactivated, although I was visiting California in October. During my trip, I purchased a chip at T-Mobile Store #933C. I explained to Service Rep #[redacted] that I only needed the chip for my stay and for international calls back home. Despite some initial confusion, the rep provided the chip, which I paid for in cash ($90.36). I've followed a similar process with other companies on previous trips. My account number is [redacted]11. However, in November-December, I received an email asking for payment for a new subscription, which I don't need as I reside overseas. I want to cancel this order. My prepaid phone number is [redacted], and my account number is [redacted]1. I have no use for the service currently, and I request written confirmation of the cancellation sent to me via email at the address below.

I am under my mom M. Rubio's family plan, and I recently got two new Samsung Galaxy S9 phones three months ago. They were working perfectly until four days ago, when they started having issues. We have contacted tech support and visited a T-Mobile store, but the problem remains unresolved. We keep getting the same questions and suggestions for a warranty exchange, which we have already done once with no improvement. The phones have no signal at home, and we face difficulties with calls, texts, and internet connectivity while out. I pay $[redacted] for these phones, and it's frustrating that they are not functioning properly. I hope we can find a solution soon.

I bought a phone chip at Store#933C in California in October for my vacation. I specifically asked Service Rep #[redacted] for a chip for short-term international calls to Tanzania. The phone [redacted] has a prepaid CASH account. I have received an email saying my account is reactivated, but I live overseas and don't need the service right now. Please cancel my account. Contact me at [redacted] to confirm the cancellation.

I made a recent purchase at a T-Mobile store and feel misled by the sales associate. The One Plus 6 phone I bought was not water-resistant as I was told. I was also upsold accessories like a screen protector and case, not realizing the phone already came with them. This experience was disappointing as I trusted T-Mobile based on a previous positive experience. I feel the accessories should be refunded as they were unnecessary. I am considering exchanging the phone for a Samsung Galaxy S10, expecting T-Mobile to cover the price difference or take back the One Plus 6. I believe the sales tactics were deceptive, and I seek a resolution to this matter promptly. Thank you for your attention to this issue. - Jeff F.

After purchasing my iPhone Xr, I also bought a screen protector with insurance. Unfortunately, I lost my phone and only got a new one today. When I went to the T-Mobile store on Gage and Compton, I encountered a rude lady named Karen who claimed to be a manager. She insisted I show my broken phone to get a replacement screen protector even though I had insurance coverage. I found her attitude arrogant and mean. It's frustrating that she required a phone I no longer have. Dealing with Karen has left me disappointed and angry. T-Mobile should address employees like her who mistreat customers. My experience with her was unacceptable.

I recently discovered that my account with your company was canceled without any prior notice, and this isn't the first time this has happened to me. I complied with the instructions in the letter sent to me but now find myself dealing with a situation where the collection agency involved is trying to charge me more than originally agreed upon. I have engaged with both the original collectors and the law firm they forwarded my account to, but the interactions have been unhelpful and frustrating. Despite seeking assistance from a store assistant who acknowledged the errors made on my account, the issue remains unresolved. I am a disabled lady caring for a foster autistic child, and I am not in a position to be playing these kinds of games. I have fulfilled my obligations, and I kindly ask for someone within your company who genuinely values its customers to rectify this. My family has been loyal customers of your company, and I seek a resolution that upholds that loyalty. Please accept my payment and help clear my credit record. Thank you for your attention to this matter.

After overpaying $[redacted] on my bill on March 4, [redacted], I contacted customer service to request a refund. They assured me I would be contacted within 24 hours but this did not happen. After calling again on March 6, a team member confirmed they would process the refund. I received a text on March 6 stating the refund was approved and would credit my account in 1-3 business days. However, on March 14, I had not received the credit. Customer service explained the refund was issued, but my bank had no record of it. Despite promises, I have not been contacted by T-Mobile as of March 16. I would appreciate clarity on the refund timeline and policy. Thank you, Gail R.

During the month of February, my sister, Clodia, who recently moved to the country and shares my family plan, unknowingly made direct landline calls to the Dominican Republic assuming we still had the service. I had been paying for it until around Oct. or Nov. of last year when she had to leave and returned in February. The charges reached an exorbitant amount of $2,[redacted].00. Notifications regarding these charges were not received by either of us, which would have prevented this burden on me as the account owner. I have been a loyal T-Mobile customer for 16 years, from 2[redacted] in Florida at [redacted] and New York at [redacted], and from [redacted] to the present. I kindly request a review of this situation and ask for a partial forgiveness of this amount.

I recently signed up for a new T-Mobile One account with a free promo preorder of the new Samsung 10e. The process started online and was finalized with a telephone agent who was helpful while I unfroze my Transunion account as advised by a T-Mobile agent due to recent security breaches. I have completed the process, received a "Welcome to T-Mo" email, and now eagerly await my phone, new plan, SIM card, and setup package. The promo deal includes the Samsung Galaxy 10e and Ear Pods for $0 down plus tax, which I paid for with my Amex card. I have communicated through Live Chat before the Galaxy rollout on 3/8/[redacted] and have contacted T-Mobile multiple times. After facing numerous issues and complaints with my previous carrier of over 20 years, I hope to avoid similar issues with T-Mobile, my primary wireless service provider. I simply look forward to receiving the T-Mobile promo package as promised, starting fresh with a new wireless plan, and paying for the services as agreed. Thank you in advance for your help, S. Williams

I submitted a port-in request for [redacted] on March 7th. I was initially told it would be completed by March 20th, which I found to be overly long, prompting me to escalate the issue. Despite speaking with numerous agents and three supervisors, I received conflicting responses regarding the status of my request. Ultimately, T-Mobile's inefficiency led to a six-day delay, extending the completion date to March 26th. The chat log documenting this process is extensive. I have spent over six hours on calls with T-Mobile and OOMA (the provider I was porting from), as each company deflects responsibility to the other. T-Mobile, the company processing my request, has failed to take charge and facilitate the process effectively. A thorough review of my chat log and call records will reveal the extent of this incompetence, which I have only begun to address here.

I had a challenging experience with T-Mobile on March 29, [redacted]. When contacting customer care, the representative addressed me only by my name and phone number, which felt impersonal. I explained my issue of getting overdraft fees due to automatic payments from my account without my consent. The customer service representative and later the manager, Justin, were dismissive of my concerns. They insisted it was my responsibility to manage saved payment methods, even though I usually pay in-store or set up payments manually online. Justin was particularly rude and unhelpful, not fully listening to my explanation. I believe both the representative and Justin should be reprimanded for their unprofessional behavior during our interactions.

In December [redacted], T-Mobile incorrectly transferred my service to my new phone with the wrong plan. When I discovered the error in January [redacted] and attempted to rectify it, I was informed that my plan had been canceled. Consequently, my 18-year-old phone number is now in a state of limbo, leaving me without service. Although my phone can still make calls using my old number, I am eager to set up a temporary number while initiating a trouble ticket to reclaim my original number. Despite the number being sold to Verizon, they are currently unable to access or utilize it, as confirmed when I visited a Verizon store. The store manager suggested liaising with T-Mobile’s porting department to coordinate with Verizon in retrieving the number during this reclaimable window. I have made multiple attempts, engaging both in-store T-Mobile representatives and customer service via phone calls. Unfortunately, each time I explain the situation, I am redirected to different departments without any resolution, forcing me to repetitively recount the issue. I am hopeful for a swift resolution to cease the unnecessary back-and-forth and appreciate your assistance in this matter. Thank you.

I have been a faithful customer for over five years, but I am experiencing issues with my bill consistently increasing despite being on a senior plan. Since January [redacted], my bill has reached as high as $[redacted]. I diligently make payments, such as $[redacted] on February 4th and $[redacted] on March 15th, after making arrangements with your staff, only to still face a disconnection. My internet service has been unreliable since September [redacted], with ongoing promises of improvements. Additionally, a tablet provided by T-Mobile was stolen in June [redacted], and although they assured a replacement, I never received one yet was charged $25 until last month. These problems emerged following the involvement of a team of experts from Wichita, KS. Despite four positive years with T-Mobile, my recent experiences have left me distressed. After arranging a payment of $[redacted] for the third of the month as per an agreement with your representative to align with my social security income, I was unexpectedly disconnected on the 31st and informed my bill stood at $[redacted], causing significant frustration and worry. I seek your assistance to address these inconsistencies promptly. Thank you.

I had a terrible customer service experience on Sunday morning, April 6, [redacted]. I needed to change my payment arrangement date to April 21st but faced issues as they required a passcode and had to text me a special code. Even though I had paid $5 per month for insurance on a Nokia phone for over a year, the refurbished phone I received from T-Mobile froze, causing delays in receiving the code. During my calls with Lauren and Alex, they did not listen to my concerns. Alex was rude and talked over me. It took speaking with Robert, who finally understood my situation, to set up a permanent pin and reschedule my payment. Offering refurbished phones with insurance needs reevaluation, as they come with limited functions. The training for representatives should also be improved. Thank you to Robert for his help; he should train new hires due to his exceptional assistance.