T-Mobile Customer Service Issues

Hello, The refund amount I received is incorrect. I paid $[redacted] for the item, but I am only being refunded $49.99. I need clarification on where in the terms and conditions it states that T-Mobile does not provide a full refund, including taxes and shipping. The email only mentions the refund for the product cost, missing other charges. As a loyal T-Mobile customer for 5 years with 2 lines and a history of on-time payments, I am very disappointed. I intended to exchange the iPhone XR for an iPhone XS, but the current refund does not allow for that. I am requesting the full amount I spent for the purchase. Please provide further assistance. Regards, Ed C.

I visited the T-Mobile store at Daniel Stuart's Square in Woodbridge, VA, a week ago to trade my Samsung S9 for an iPhone 8 Plus. I had been assured by customer service that the jump start option was active, but upon arrival, the store staff mentioned it had just been implemented and I needed to wait 72 hours. Returning today, the same staff member said the service was down, making it impossible to switch my phone. I am very frustrated by this experience, feeling it was a waste of time. Once our phones are paid off, we will be looking to switch carriers. Despite being loyal T-Mobile customers for a long time, this has been the worst service we've encountered from any provider. All I wanted was to change to the iPhone 8 Plus, but the service from T-Mobile was severely lacking.

Messaging with Brian C Hello, how may I assist you today? From me: Today at 6:35 PM, April 14: I filed a complaint with T-Mobile earlier. Two weeks ago, I spoke with customer service and was instructed to pay $30 and a $50 deposit for the taxes to exchange my Samsung S9 for an iPhone 8 under the Jump plan. Last weekend at the Daniel Stuart location, I was asked to return in 72 hours. Today, after waiting for one hour, I was told they couldn't process the exchange. I expressed my frustration and disappointment with the poor customer service. I am considering switching carriers once my phones are paid off. Very dissatisfied customer.

On December 24, [redacted], I enrolled in T-Mobile's service at the Cellular Kiosk in the Costco store in San Jose. The deal included two Apple 10S phones and a trade-in of two Apple 6S+ phones. I decided to cancel the order before receiving the new phones. I returned the phones as instructed but later received a bill for prorated service from T-Mobile. Despite explaining the situation and providing documentation multiple times, I received a letter from Convergent, a collection agency, requesting $[redacted].79. I have not activated the phones and would like T-Mobile to credit my account to $0.00 and stop the collection process. The relevant transaction details are as follows: T-Mobile account number: [redacted]61, Transaction #: [redacted], Phone 1 Sim # [redacted][redacted], Installment Purchase # [redacted][redacted]2, Temporary Phone # [redacted] until porting to [redacted]. Phone 2 Sim #: [redacted][redacted], Installment Purchase # [redacted][redacted]2, Temporary Phone # [redacted] until porting to [redacted]. Total payment made: $[redacted].42, Total credits received: $[redacted].98 (except sales tax on two phones $[redacted].72, which was disputed and refunded by Citibank).

To whom it may concern, I used to be a Verizon customer, but after seeing a T-Mobile TV ad offering to pay off phones for switching, I decided to switch. I went to a local store and inquired about the offer. The T-Mobile representative assured me they could handle everything. I provided all necessary documents, including a copy of my Verizon bill, on October 24, [redacted], as instructed. However, since that day, despite multiple visits to the store and calls to customer service, my issue remains unresolved. The representatives, assistant manager, and even the manager have not been able to help me. It has been six months, and Verizon has put me in collections due to the delay. I have evidence of every interaction and transaction since starting service with T-Mobile. I am extremely frustrated and just want this matter resolved promptly. Your assistance in resolving this matter would be greatly appreciated. Thank you.

I've been experiencing network and data issues on my phone since March 28th. After multiple attempts troubleshooting with customer service and visiting the Apple Store three times for a phone replacement and SIM card swap, the problem still persists. Despite trying a new SIM card from T-Mobile, the issue remains unresolved. I've made numerous calls and each time a ticket is opened and closed without a proper solution. The endless cycle of tech support has become frustrating. Despite being offered a $20 credit, I'm still facing these persistent issues after investing in a new device and plan. It's time for T-Mobile to take action and address this ongoing problem.

I opened a T-Mobile account, but cancelled it within 10 days. Despite cancelling, T-Mobile billed me $[redacted].72, the exact sales tax amount, and didn't issue a credit. Recently, I received a letter from Convergent Outsourcing, Inc, demanding $[redacted].79 to avoid legal action. Due to my disability, I paid T-Mobile the amount to avoid court. I lack the energy to battle a corporation as large as T-Mobile. I hope your company can assist in obtaining a refund for the $[redacted].79 I paid and cancel my still-active account. I will persist in contacting T-Mobile until I receive the refund or can no longer continue.

Good morning, my name is Anese PierreCharles. I am contacting you regarding my T-Mobile account. Today, I contacted customer service because my account was disconnected. I had previously reached out several times about not being able to pay the full balance. I was upset because I am struggling with this bill and trying my best to bring it up to date. During the conversation with a supervisor and two customer service representatives, they disregarded my complaint. One representative mentioned in the notes that they would waive half of the restoration fee, but I insisted on the full balance being waived as originally promised. I felt unappreciated and frustrated with how I was treated. I am currently waiting for a response to resolve this issue. You can reach me at [redacted] or [redacted]. I may consider switching to another cell phone company if I do not receive a satisfactory resolution. I am hoping for a prompt response from corporate.

Subject: Issue with T-Mobile Account #[redacted]99 To Whom It May Concern, I am writing to address a concerning situation with my T-Mobile account that I had cancelled in [redacted]. Despite canceling, I noticed I was still being charged a monthly fee of $12.33. Upon visiting the T-Mobile store located at [redacted] California St, Denver, CO [redacted], I discussed this issue with the manager. I was advised to dispute the erroneous charges through my credit card company. On 2/13/[redacted], I initiated 4 disputes with Citi regarding the charges from T-Mobile. These disputes were resolved in my favor, and I received a refund. Recently, I received a "FINAL NOTICE" from T-Mobile, threatening to send my alleged outstanding balance to collections. The amount stated includes the initial charges, chargeback fees, and tax. Considering the disputes were resolved in my favor, I am confused about the additional charges imposed by T-Mobile. I appreciate any assistance you can offer in resolving this matter. Thank you, Aaron [redacted]

I bought an iPhone 7 from a pawn shop and contacted MetroPCS to provide them with the IMEI to upgrade from my damaged iPhone 5S. They informed me that the phone is BLACKLISTED due to unpaid bills by the previous owner to T-mobile. They suggested contacting T-mobile regarding the device's status. (IMEI: 35 [redacted]45 6) Can you assist me with resolving this matter?

I visited T-Mobile in Apopka, FL, today to buy a phone. The employee was helpful but the store manager's behavior was disappointing. After a long wait and unhelpful interaction, I was told the phone was out of stock. The manager's attitude left much to be desired, contrasting the clerk's excellent service. T-Mobile must address the poor customer experience at this store in Apopka and improve their service. I will share this review online to warn others. Remember, customer loyalty is fragile. The clerk deserves to be the store manager. - Roger S.

I bought a promotional phone at one of your retail stores in Oceanside, California. I have three receipts and I requested a refund to the original card I used for the purchase. I paid a $75 deposit. My account number is [redacted], phone number is [redacted], and my name is Ericka J. Please refund the money to the card ending in [redacted]. Thank you.

I recently lost my phone and tried to file a claim with Assurant, my phone insurance company. Unfortunately, they initially denied my claim, stating that my device wasn't insured at the time of the claim, which was incorrect. When I called Assurant, they then informed me that the claim was denied because I had not suspended my service prior to filing the claim. This information was not mentioned by the T-Mobile representative I spoke with before filing the claim. Assurant directed me back to T-Mobile, where a representative finally suspended the service. Despite my efforts, a new claim could not be submitted. T-Mobile mentioned they couldn't replace the device. I contacted Assurant again, but they reiterated the denial. T-Mobile's email suggesting I buy a new phone as a replacement was not helpful and left me feeling disappointed. I believe Assurant and T-Mobile should clearly state on their websites that to avoid claim denial for lost phones, service must be suspended beforehand. Knowing this in advance would have saved me a lot of frustration and disappointment.

I have been experiencing excessive overcharges on my account since last year. I am now seeking urgent assistance from someone in a higher position within the corporate office. I have not made any progress on resolving this issue, but today, I am determined to reclaim every single overcharged amount since March of last year. If I receive another promise of an investigation without actual resolution, I will take immediate legal action. This is not a threat but a decision to end the ongoing struggle with T-Mobile's misinformation and deceptive practices. When contacting me, be prepared to discuss the exact amount of overcharges accumulated over the past year and arrange for a direct deposit of the owed funds today. I have reached my limit with the financial and emotional stress caused by T-Mobile. Thank you.

I contacted T-Mobile regarding a billing issue. Initially, they tried to charge $[redacted].11, but upon my inquiry, I was informed the correct amount was $[redacted].48. Due to a delay in my pay, I couldn't make the payment until May 30, [redacted], at 12:33 a.m. Upon calling as requested, I learned that a payment arrangement couldn't be made because the system required the $[redacted].11, even though $[redacted].48 was the correct amount for May 27, [redacted]. Despite verifying the due amount on the T-Mobile app, I couldn't set up a payment plan and was only offered a 10-day extension, which isn't feasible for me. I find it challenging to pay such a sum within such a short timeframe, especially with other financial obligations. Unfortunately, due to system limitations, no alternative solutions seem possible. Moreover, the prospect of being limited to written communications and facing restrictions on customer service calls because of my attempts to seek a resolution beyond the given timeframe is frustrating. I was even informed that speaking to upper management would involve a significant wait time. The lack of sufficient support staff further complicates this matter.

I received an LG K30 as part of CAMPFIRE support in Paradise, CA. The phone was new and came with free T-Mobile service for a specified period. After T-Mobile service ended, my phone stopped working. I tried to switch to Metro PCS, as they are now part of T-Mobile, but was informed my phone needed to be unlocked. I'm unsure why this is necessary and want to know the steps to unlock my LG K30 (IMEI [redacted][redacted]) for use with MetroPCS. I plan to add it as an additional line on a friend's account. What are the requirements for this process? How can I unlock the phone? Why is it not possible to simply add it to my friend's Metro account without unlocking it first?

I am deeply disappointed with the customer service at your Jacksonville store near Baptist South Hospital. I spent two hours there trying to purchase two new Samsung 10 phones and pay a bill with a $60 credit on the account. Sadly, neither the assistant store manager nor the team of experts could assist me with this. The next day, I called to pay the bill and had no issues applying the credit. Your staff needs to improve problem-solving skills beyond just apologizing. The Clark Group will cease doing business with you. Despite previous issues being resolved, the time spent every other month trying to fix problems outweighs any potential savings. I request a smooth transfer of my account without any hitches. My account number is [redacted] along with the two additional numbers associated with it.

Hello, I am Philip Prosen, a T-Mobile customer facing challenges with paying my bill due to disability and recent hospitalizations. My past-due amount is approximately $[redacted] with an additional sum needed to bring my account current. Unfortunately, my Samsung Galaxy S7Edge recently became inoperable, further complicating matters. Due to missed payment arrangements, I am unable to access T-Mobile's financing program for a new phone until my bill is settled. Given my circumstances, I request a temporary halt on additional charges until my bill is cleared, as I am unable to utilize T-Mobile services without a functioning device. I kindly ask for assistance in finding a suitable solution to address this situation. Thank you for your understanding and support. Sincerely, Philip

I signed up for the Magenta plan a week ago. Initially, a sales rep assured me over the phone that I could access specific services. I mentioned I needed just one line and inquired about the employee discount plan. I was interested in the benefits of the Magenta 55 plus plan. However, when I visited the store, I couldn't get the discount or the free Netflix offer as promised. Although the salesperson, Victoria, was helpful, I had to settle for the standard 55 Magenta plan without the extra features. It's frustrating to be quoted one thing and given another. I also had a question about travel to T-Mobile partner locations, hoping to clarify if I could pay a fee for unlimited calls and wifi. Thank you.

I called earlier to request a change in my account payment date. I had made an arrangement but realized I got the dates mixed up; my actual payday is on the 28th, not today. Despite explaining this to the representative, I was informed that nothing could be done to assist me. I expressed my frustration, mentioning that I rarely contact T-Mobile unless necessary, and shared that a previous representative had aided me with similar issues. However, the current representative stated my service might be suspended for non-payment and additional charges would apply, leaving me feeling unheard. I informed her I would escalate the matter to the corporate office, to which she offered an apology for not being able to assist further. I expressed my disappointment, citing that such customer service responses did not align with T-Mobile's usual policies, before ending the call.