T-Mobile Customer Service Issues

Account number [redacted], account name S. Merchant. I have been a T-Mobile customer for years and recently had an unpleasant customer service encounter when attempting to unlock my phones. On 04/26/18, I spoke with Jasmine who directed me to Best Buy, where I purchased the phones. Best Buy indicated that T-Mobile is responsible for unlocking the phones, not them. Despite subsequent conversations with Odessa and another individual named Jasmine, I was unable to obtain assistance. I hope this issue can be resolved promptly to avoid the need for me to share my negative experience on social media with friends, family, and colleagues. Furthermore, I noticed unauthorized international call charges on my account despite having placed a block on international calls from my lines in the last 3 months. I am also dissatisfied with the response time of the T-Mobile fraud department after I reported that my ex-husband used my social security number without authorization to reactivate his line [redacted]. It has been over 10 business days, and I have not received a response from the fraud department yet.

Hello, my name is Honorable Michael Arroyo, and today is the 7th of May, [redacted]. I am contacting T-Mobile to address their new commercial concerning complaints about unruly unidentified army personnel. There is a severe criminal issue involving multiple unidentified criminal individuals misusing army equipment to harm the public and private property. It is crucial that these offenders are identified, apprehended, prosecuted, and sentenced appropriately for their misdeeds. Supporting them is out of the question; instead, the focus should be on bringing the culprits to justice. Their actions are deplorable and cannot be tolerated any longer. These individuals are considered cold case rapists and murderers who are oblivious to the severity of their actions. This information has been documented in The State of Georgia. Please ensure that T-Mobile receives a detailed report of this matter promptly. Thank you for your attention. Respectfully submitted, Honorable Michael Arroyo, Lord of the Earth.

I recently purchased a new cell spot that has been non-functional since the beginning. When I first attempted to set it up, only a flashing green power light was displayed, and no other lights. After configuring my router by opening UDP ports [redacted], [redacted], and [redacted], I still faced issues. Currently, the cell spot shows a green flashing power light, a steady green internet light, and a flashing orange status light with no other lights on. Despite reaching out to T-Mobile multiple times, I have not received satisfactory assistance. During my last call, I waited for 30 minutes to speak to a tech support representative knowledgeable about the cell spot but eventually gave up. The service agent was supposed to email me a link to request a callback from the appropriate tech support department, which I never received. Any guidance would be appreciated.

I have experienced a series of mishaps over the past few years that have escalated, along with the worst treatment from T-Mobile customer service. I have been hung up on multiple times, spoken over, put on hold indefinitely, and treated disrespectfully by account representatives and managers. There have been omissions of information and misleading statements during interactions about billing and payment plans. Considering changing carriers has crossed my mind several times. I am sharing this valuable perspective to highlight the relationship with a long-term customer. I believe I am owed a resolution, credit, reimbursement, or compensation for the continuous effort I have made to address these issues. It is crucial to rectify the systemic mistreatment I have endured while spending countless hours attempting to resolve these matters.

I am experiencing lagging issues with my two LG Rebels on my account. When opening apps, there is a noticeable delay. For instance, when attempting to pull down the search bar, it often gets stuck or pauses. The service on the phones seems fine, but I keep receiving error messages stating that "this app isn't responding" multiple times a day since I purchased them. I tried to return the phones to the store within 24 hours, but they informed me of a $50 restocking fee per device, which I find unreasonable. The entire experience with T-Mobile's customer service has been frustrating.

I am curious about why the T-Mobile application for caller ID keeps displaying the names of people texting me even though I have disabled and not given permission for any T-Mobile or Google apps to use my information. Google at least doesn't push their apps on me like this. I believe that after I have disabled everything in my settings, T-Mobile apps should respect that and not show me the caller ID info. I wonder why this keeps happening even after I turn these features off on my phone. If the app continues to work despite being disabled, what is the point of those settings in the first place? I am not comfortable with the intrusive nature of these apps, which is why I am reaching out. I have disabled all permissions, including for the camera and microphone, as I do not want T-Mobile or Google accessing my phone. It feels disrespectful and invasive, which is very unsettling for me. I shared my concerns with a T-Mobile representative at the store, and their response was unsatisfactory. I hope to receive a more helpful answer here. Thank you for addressing my concerns if you choose to respond.

I visited my local T-Mobile store because both my son's and my phone were having issues. My son couldn't access Safari, crucial for his schoolwork, as nothing would download. My phone was incredibly slow and my emails disappeared this morning. Although the store staff claimed we had used an impossible amount of data, hundreds of gigs, our phone displays showed a different story – we were only over our 6gig limit, causing a slowdown. My son recently won the NYS Championship for lightweight quads and has upcoming regattas in PA and NJ. Due to his phone issues, we needed additional data coverage until the next billing cycle. We were told we had to switch plans, costing us at least $30 more per month. We were unclear if we could revert to our Simple Choice Plan later. I would appreciate guidance on how to return to our previous plan and resolve the issues with my phone. It seems unfair that we can't purchase extra data without changing plans. I will visit the Apple Store and our usual T-Mobile location for further assistance today. Appreciate any help.

I recently opened a business account with T-Mobile Financial in late April [redacted]. Today, I received a letter stating that I might need to make a deposit due to a [redacted] credit score reported by Lexis Nexis. However, my credit score has consistently been above [redacted] for the past 15 years across all reporting agencies. After contacting Lexis Nexis, they mentioned that the issue was not related to my credit score but rather to other factors such as multiple addresses due to my previous military service and variations in my identity (e.g., being male with no maiden name and going by both Jimmy and Jim). I urge T-Mobile Financial to investigate this matter further, improve their application evaluation process, and ensure that the information provided is accurate.

I am a senior citizen and have faced issues since 10-11-17 after reporting my stolen phone at one of your stores. I was misled into buying a new iPhone SE with 32GB and a K20, which broke on 12-20-17. On 12-31-17, the iPhone was stolen. Despite my efforts to report the losses to the insurance company in January [redacted], I was unable to successfully claim them. I have been paying for five phones without coverage, leading me to feel mistreated. I wish for the 3 claims from last year to be removed and refunded. The total refund amount should account for $[redacted], including current month charges. I also expect suitable replacements for all phones or refunds if not possible. Your immediate attention to this matter is greatly appreciated.

T-Mobile Dispute Letter In October [redacted], I visited a T-Mobile store in Palm Desert, CA, where a sales representative assured me that I could make calls to Costa Rica and Nicaragua at no additional cost with my new plan. After experiencing issues with my Motorola phone, which was eventually replaced, I noticed charges on my bill for calls to these countries. The management acknowledged the error and promised to credit me for these charges. Despite efforts to resolve the problem, I decided to switch back to Verizon. Unfortunately, this change led to a higher monthly cost as I had to choose a different plan. Recently, I was surprised to discover a derogatory report on my credit file from T-Mobile for $[redacted].18, an amount I am unaware of. I urge T-Mobile to rectify this mistake and clarify the false charge on my credit report. Dean Groover

Recently discharged from the hospital, I made a payment today, 05/21/17, of $31.16 to settle my account. However, my airtime services got suspended for nonpayment. I was issued a PIN, which is new to me as I usually pay in person. Customer service claimed I was provided this PIN, but I received no such information. I faced confusion and frustration dealing with numerous representatives and supervisors who could not assist me, directing me back to the store. Despite Mr. Brianna's attempt to help, he ended up transferring me multiple times. I feel overwhelmed and upset by the lack of resolution. The service at T-Mobile has left me extremely disappointed.

Dear T-Horrible, I have been a loyal customer of your company for over 16 years, having started using your service back in middle school. Over the years, I have enjoyed growing and learning with you. However, this past year has been disappointing. It seems like there has been a shift from focusing on customer service to acquiring more companies. The attention has shifted to acquiring companies like Sprint and AT&T, leaving long-term customers like me with subpar T-Mobile service. As a former service member and current private government contractor who travels often, I have noticed a significant decline in service quality, especially during my recent six-month stay in Atlanta, GA. The city is rapidly expanding, making reliable communication essential. Despite having two Samsung Galaxy S7 Edge and an S6, this year has been challenging in terms of cell phone performance. I hope that someone can assist me in resolving this issue so that I can continue to remain a satisfied customer of T-Mobile.

I contacted the call center in Wichita today and had a conversation with Kathy regarding my billing inquiries as a disabled veteran. Unfortunately, Kathy's customer service approach came off as condescending and sarcastic. Despite my occasional delays in payment, I always make sure to settle my bills. The interaction left me feeling disrespected, and I hope such calls are recorded for review. It's unfortunate that the service experience was negative, and it has deterred me from reaching out to the call center again unless urged by the store. It's crucial for companies like T-mobile to maintain a respectful and supportive customer service culture, especially when dealing with individuals facing challenges like mine.

I am experiencing issues with a payment not being applied to my account. Despite sending clear documentation, the missing payments department claims it's not legible. This has led to my account being canceled without my approval. Additionally, there are three unauthorized hard inquiries on my credit report from T-Mobile. The missing payments department refuses to communicate with my bank, citing privacy concerns, even though they are supposed to be assisting me. Consequently, my phone service has been suspended, and I urgently need this situation resolved.

I had an issue with T-Mobile suspending my service due to an alleged outstanding balance for two months and extra lines on my plan. Despite paying monthly, the representative couldn't explain the charges and suggested I check the website while my service was suspended. I requested clarification on the additional lines and the amount owed, receiving inconsistent answers ranging from $[redacted] to $[redacted]. After expressing my concerns, the manager, Alex, mentioned that the additional lines were never canceled, despite my claims. Frustrated with the lack of clarity and conflicting information, I asked for the corporate office address. The confusion surrounding the charges and the service suspension led me to question the competence of the customer service representatives and the overall service provided by T-Mobile. I expect a credit for the unauthorized lines and the restoration of service to the four lines on my plan.

I recently started service with your company but encountered an issue with my social security number being used by another individual named Lawanda White. Emma at the store on Call Field in Wichita Falls attempted to assist me with resolving this problem. My name is Herbert White III, and my social security number is [redacted] 79 [redacted]. I purchased an LG K20 Plus device, which was stolen from me during an unfortunate incident where I was assaulted and robbed. After reaching out to an office in Washington, I was directed to Phillip at the store on Central Freeway who provided me with a replacement device. However, this device was also stolen during another unfortunate event where I was injured. I had purchased insurance for the device and have been trying to resolve this matter, but have faced challenges. I have not received a SIM card that was supposed to be sent to me. My bill has escalated, and funds have been deducted from my account even when the phone was not in my possession. I am requesting a new phone, a new SIM card, and a reset of my plan. I also purchased premium coverage for identity theft protection and would like this service to be honored. I appreciate the services your company offers and hope for a resolution as soon as possible. Thank you for your assistance. Sincerely, Herbert White III

During my recent trip to Canada, my spouse and I encountered persistent data roaming issues. Each time we changed locations, a message stating "data roaming service unavailable" appeared. Despite contacting T-Mobile's customer service, we were connected with someone in Manila more focused on activating our internet, which we did not require, rather than resolving the ongoing problem. Following a 45-minute conversation, a solution was promised within 48 hours. Regrettably, this did not materialize. Upon returning home, I was instructed to call back. After nearly an hour on the phone, I was informed that the underlying problem was due to T-Mobile lacking a contract with Bell Canada to utilize their towers or services, leaving the issue unresolved. This level of service is unsatisfactory.

Good morning, I accidentally dropped my phone in water on June 2nd. When I called customer service on June 4th, I was instructed to follow up on my claim through my T-Mobile account. However, I forgot my password and have been struggling to reset it due to needing a new app, only being able to communicate via email. On June 6th, a friend contacted T-Mobile on my behalf, but they were also unable to assist. Despite spending nearly 2 hours at a T-Mobile store last Friday, my issue remains unresolved. My number is [redacted]. This has been a nightmarish experience, and as a T-Mobile customer since [redacted], I am disheartened by the lack of resolution. I hope for your assistance. Thank you. - Marcela Huerta

Subject: Follow-Up on Payment Date Issue Dear Team at T-Mobile, I hope this message finds you well. I am reaching out to address an urgent concern regarding the payment schedule for my T-Mobile account. Following a recent conversation, I was advised that the payment due date could not be set to the 3rd of each month as I had requested, resulting in unexpected changes to the payment schedule. This has caused confusion and financial strain as I am on a fixed budget. Despite efforts to rectify the issue through Customer Service, I was informed that I could only extend the due date for the current month and would still face two payments the following month. This arrangement is not feasible for me. I kindly request your prompt assistance in resolving this matter. I would appreciate it if a supervisor could reach out to me directly to discuss and potentially adjust the payment schedule to ensure only one payment per month. Thank you for your attention to this matter. Your timely response would be greatly appreciated. Warm regards, Juan M. Phone: [redacted]

I purchased an iPhone X and made a down payment of $[redacted]. After receiving a defective phone, T-Mobile sent me a replacement. Despite signing a new agreement and making another $[redacted] payment, the second phone never arrived. I've called multiple times since January to recover the second payment, facing long wait times and unfulfilled promises of callbacks. T-Mobile advised not to make any payments until the issue was resolved, resulting in over $1,[redacted] added to my bill and almost $[redacted] increase monthly. I've been seeking adjustments every month since opening the account but have faced difficulties. My phones are at risk of being shut off again. I urge for a resolution. - Davis R. [redacted] [redacted] or [redacted].