T-Mobile Customer Service Issues

I have attempted to switch from AT&T to T-Mobile, but my experience has been extremely frustrating. My iPad was supposed to be delivered today, but after contacting 1-[redacted], it has not been shipped yet. I spent over 3 hours on the phone, speaking to multiple representatives and even supervisors. I also visited a store for an hour, but no one could resolve the issue. It is very unprofessional! Despite all this, I still have not received a clear answer. The local store seemed indifferent and suggested that I could cancel the order. What is happening with this company? My order number is Reference #[redacted]57. I have T-Mobile SIM cards but no device. This is unacceptable. I need an explanation for the poor service I have received as a first-time customer. I was referred to T-Mobile, but I am hesitant to recommend them now. Please help. M. Martinez

I bought an iPhone XR from T-Mobile and spent a lot of money after confirming it could be unlocked. I waited as instructed for three days but never received the promised email. When I called, they said my email was incorrect, but the phone was unlocked. I was told to wait another 24 hours for unlocking instructions. After two days, I called again and was informed that nothing was done due to an outstanding account balance, not the device itself. They admitted their staff had misled me, resulting in a loss of over $[redacted]. It's frustrating to be continuously deceived despite following T-Mobile's guidance. It's disheartening that no one seems willing to assist me.

I recently purchased an iPhone XR from T-Mobile and was assured it could be unlocked. Despite waiting three days for the unlock process, I never received the promised email. Upon contacting T-Mobile, I was informed that my email had been incorrect, but they claimed the phone was actually unlocked, and I would soon receive instructions. After two more days without any communication, I called again and was informed that nothing had been done due to an outstanding account balance, not related to the device. I was told that T-Mobile employees had misled me, resulting in me losing over $***. It's frustrating to be continuously deceived despite following T-Mobile's instructions diligently to ensure a legitimate purchase. I feel helpless as no one seems willing to assist me.

I contacted T-Mobile to avoid my service being disconnected. The representative assured me that my service would continue until the 1st of July to settle any outstanding payments. When I called and relayed this to another representative with ID #[redacted], she disregarded the previous information. I expressed my inability to pay until the 28th, my payday. Requesting to speak with a supervisor, ID #[redacted], he reiterated the same policy but became upset with me. This experience was unusual as I typically have no issues with T-Mobile representatives. I am consistently behind on payments but always catch up. I only requested to have my service active until the 28th when I receive my paycheck. T-Mobile usually accommodates such requests without any trouble.

To whom it may concern, My name is Mr. Polen, and I am reaching out to the headquarters to formally lodge a complaint. When my spouse inquired about our phone bill, she was treated disrespectfully and threatened that our phones would be disconnected if she asked any more questions. I have been a loyal T-Mobile customer for over 12 years and have never experienced such disrespect. We shipped two iPhones via UPS, but only one appears on our bill. When we questioned the charges, we were informed that only one phone was received, despite it being a month since the shipment. This situation feels like a scam, and I am requesting an investigation into the missing phone that we are being billed for. iPhones have tracking capabilities, making this discrepancy concerning. Being spoken to in such a disrespectful manner by a company we have been loyal to for over a decade is both confusing and disappointing. My wife, who is dealing with health issues after losing her grandmother, deserves to be treated with more respect. The supervisor, Emmanuel, and an individual named DeMonte, along with two other female employees, were unprofessional, with loud music playing in the background during our call. Thank you for your immediate attention to this matter. Best, Mr. Eric Polen

I have been attempting to obtain a return label for a signal booster that was mistakenly sent to my daughter instead of the wifi cell spot she needs. Customer service claims to have emailed us labels repeatedly, but neither my daughter nor I have received them. They are insisting on receiving the incorrect device before sending the correct one, which is frustrating given the provider's error. My daughter and I have dedicated hours this past week trying to resolve this issue, making numerous calls and store visits without success. Promises of callbacks within an hour have been broken by two out of three representatives. I am currently awaiting the third callback and the email I was told was sent half an hour ago. I urgently require a return label or guidance to a store in Durham, NC, that can accept the device today. Sincerely, K. S.

I recently received a bill claiming I had an account with an outstanding balance at TMobile, which I have never had. The account number listed is [redacted]42. I contacted customer service today but had difficulty understanding the representative. I was informed that the account is closed, but I would like written confirmation. I am concerned about how someone could create an account in my name. I want to know if a credit card was used and would appreciate an explanation from the company. Thank you for your help with this issue.

I switched from Verizon to T-Mobile in April [redacted] but decided to return to Verizon shortly after. I had purchased sim cards for my phones and was quickly refunded for them. However, I received a letter stating I owed $[redacted].99 for service, even after being assured by a T-Mobile representative that I did not owe anything due to the cancellation and refund. Unfortunately, $[redacted].99 was still withdrawn from my account on June 17th, [redacted], causing significant distress as I am currently homeless with my children. Despite speaking to three supervisors who promised a refund, the funds have not been returned. The constant back and forth has been incredibly frustrating and I am considering legal action to retrieve my money. I urgently request to escalate this matter to a higher authority within the company to resolve this issue promptly.

I visited the T-Mobile store to replace my lost phone, choosing the same phone. The customer representative kindly offered a free case and screen protector, which I appreciated. Recently, I discovered I've been charged for these items on my Equipment Installment Plan: $39.99 for each and an $80 activation fee. While I find the activation fee reasonable, the way the free items turned out to have charges feels unfair. I plan to go back to the store tomorrow to sort this out. If the same representative is there, I would like to address this issue because something seems off with my charges for a case and screen protector totaling $80.

Order #[redacted]98 Michael P. I made an online purchase for the Military Magenta package for 5 phones at $22 per phone, totaling $[redacted] per month, along with 5 free LG Q7+ phones as advertised on your website. However, after reviewing the contract, I noticed discrepancies as it mentioned a service charge of $[redacted] per month for 1-6 phones, contrary to your site stating 1-12 phones can be included in the plan. Additionally, I am being billed $8.34 per phone per month for the devices. I am seeking clarification and correction to reflect the agreed monthly service charge of $[redacted], which should also cover the 5 sim cards priced at $25 each this month. Unfortunately, my conversation with agent Elizabeth was cut short before resolving this issue. If this matter is not rectified, I may have to request the cancellation of the order before it is dispatched.

During a recent visit to a local office, I experienced extremely poor customer service. An employee refused to assist me, claiming she was helping another customer. Even though the other customer seemed to be browsing, I politely requested a charger but was denied. When I asked to speak to a supervisor, there was a delay before Juan was brought to me. Despite explaining the situation, Juan seemed indifferent and supported the employee's actions. After a lengthy wait and a threat to contact corporate, I was finally served. The behavior of the employee, Katrina, was unacceptable and seemed like a display of power rather than adherence to company policies. Juan's lack of immediate action and his excuse for not being on duty compounded the issue further. This experience left me feeling frustrated and I believe Katrina should face consequences for her poor communication and customer service skills.

Hello, I have been a loyal T-Mobile customer for 16 years. Recently, I received an email mentioning a non-return fee for a Samsung Galaxy Note 5 32GB, which was already shipped and supposedly damaged according to the T-Mobile representative. The images of the damaged phone provided were unconvincing. I feel upset about the lack of clear communication and suspect a possible scam. I expect the wrongful charges of $[redacted] to be removed, improved communication from T-Mobile representatives, and a fair resolution to this situation. Thank you.

Hello, my name is Nadiyah Santiago. I have been a loyal customer of T-Mobile for twelve years, but my recent experience has been extremely disappointing. I encountered issues after transferring my line to my brother and have been facing unexpected charges on my bill. Despite speaking with a supposed manager named Edsel C. and setting up payment arrangements, I have been met with rudeness and misinformation. I made payments on July 28 and August 9, but Edsel claimed they didn't go through, even though I have proof of payment. My monthly bill averages $[redacted], and now I am facing the threat of disconnection. I am frustrated by the lack of professionalism and accuracy in handling my account. I would appreciate a prompt follow-up to address these ongoing problems. Thank you, Nadiyah Santiago.

I thought I was selected to receive free unlimited internet for being with T-Mobile for 18 years, as a special reward for my loyalty. However, I was misled. A few days before being promised this "gift," I added 3 gigs to my plan for an additional fee. Contemplating switching to the 55 plus plan, I decided to stay on my current plan due to the promised "gift." While the first month was free, I am now being charged $58 again. When I called to inquire, they claimed I misunderstood. The representative assured me repeatedly that the free internet was not a promotion but a permanent benefit for my loyalty. It turns out T-Mobile lied. Meanwhile, anyone over 55 can get the same plan for $55. Feeling deceived and unappreciated, I am disappointed by T-Mobile's deceptive tactics. I value honesty and will likely switch providers soon if this manipulation continues.

I contacted a customer service specialist through #[redacted], who advised me to reset my phone on 08/19. Since then, despite promises for a return call to complete the task, no follow-up has been made. I have sent two urgent emails requesting assistance, but have not received any responses. As a result, I have been without service since 8/6. The lack of support from the customer service specialist has led to the loss of a one-time connection on 8/19 that lasted only 35 minutes. I am unable to select T-Mobile as my service provider due to this long-standing issue. I am seeking help to resolve this matter promptly.

I was initially excited about SyncUp's features, but lately, it has been unreliable. The home address rarely shows the correct location, and when I park in my garage, it shows a different address altogether. I've even been notified about unfamiliar addresses. I recently got a new car with OnStar and turned off SyncUp in the store. However, I feel it's unfair to keep paying for a device that hasn't been working correctly for months. It's been disappointing as it only alerts me about "possible disturbance" and not about crucial things like harsh braking, speeding, or my route. I don't feel like I've received the value I anticipated from this service. Thank you. - Carol

Hello, I hope you are well! I wanted to share that on August 20, a contract was purchased in Amsterdam. However, the contract remains inactive, and the reason behind it is yet to be discovered. Despite visiting all the stores involved and seeking assistance, the issue persists. The store of purchase directed us to another store, but unfortunately, they were unable to assist either. Regrettably, there is a cycle of passing accountability without any resolution, leaving us without any support or updates. Even contacting customer support in Amsterdam yielded no results as only the store of purchase has access to the contract details. For a smoother resolution, I recommend updating the local management on this matter. Thank you for your attention. - E. M.

I am Yvonne Young, a former T-Mobile customer. I encountered issues with purchasing a phone for my grandson, who needed it for college. Despite being dissatisfied with the service coverage, I was charged $[redacted] for the device. The phone works fine, but I question the billing. I am willing to return the phone to T-Mobile if the billing discrepancy can be resolved, as I intend to stick with T-Mobile in the future.

Living in Daytona Beach, Florida, we recently faced the aftermath of Hurricane Devon. I contacted customer service to request a hold on my auto-pay due to the emergency situation caused by the hurricane. They assured me a 10-day relief, but despite this arrangement, payment was still deducted from my account today, leaving me overdrawn by $45. I am now struggling to afford food for myself and my dog after following proper procedures and being let down by T-Mobile. Although they promised a refund within 3-5 days, this delay has left me in a difficult situation. Once able, I plan to pay off my phone and sever ties with this company. It's disappointing to be treated this way as a loyal customer, and I'm frustrated by the situation.

We were stationed in Germany and couldn't use our phones so we had to cancel our account. We now have a $51.67 credit but can't access it because we can't visit a store in person per account instructions. We spoke to a customer service agent but they wouldn't connect us to a manager. Our details are: Account# [redacted]82, Phone number [redacted]. We would appreciate help in accessing the credit without going to a store. Kindly transfer the $51.67 credit to the billing account on file. Thank you. -Brenda Owens