T-Mobile Customer Service Issues

My name is Mary J. Saunders. I contacted T-Mobile to cancel my phone service in April or May due to poor coverage in my area. Despite canceling, T-Mobile continued to deduct payments from my bank account until May. I was surprised to receive a bill in late August or early September claiming I owed for service through August. I no longer use T-Mobile since May. Additionally, I had a second phone line canceled three or four years ago that is still appearing on my bill. You can verify this by reviewing my past bills. I am willing to settle any legitimate dues, but I have been unable to resolve this matter with T-Mobile customer service. If there are any outstanding payments, I would appreciate clarification. Thank you. Mary J. Saunders

I am considering moving two lines from Verizon to T-Mobile and have some questions about the "Essentials Unlimited 55+ Plan": 1. I would like to know the total cost of the service in California, zip code [redacted], including fees and taxes, and if there are any activation fees or if they can be waived. 2. Does the service include any deprioritization or data throttling, especially for LTE data? 3. Can we still qualify for the $[redacted] trade-in credit for an iPhone 11 128GB under this plan? 4. Are there any benefits for Costco members if we sign up through Costco? 5. Due to past credit issues, we have frozen our credit records since the early 2000s. Verizon helped us set up post-paid service despite this. Can T-Mobile assist us with this as well? 6. Is there a dedicated U.S. support line available? My experience with offshore customer service was unsatisfactory. Thank you. Matt L.

I've been dealing with poor service at work recently. I contacted T-Mobile twice about the issue and was told that a tower was under maintenance with no clear timeline for resolution. When I asked to speak to a supervisor, I was advised that since my account was not under contract, I was free to switch carriers! Despite being a loyal customer for 17 years, this was the supervisor's solution. With multiple lines, it wasn't feasible for me to switch right away. I then inquired about a discount on my monthly bill due to the limited service. Eventually, after being placed on hold, a $20 credit was offered. It's frustrating that a T-Mobile supervisor was quick to suggest leaving after so many years of loyalty. Just wanted to share my experience. Thanks for letting me vent.

In June [redacted], I bought a new Coolpad flip phone for my mother from T-Mobile. Recently, I noticed a crack in the case near the hinge, despite my mother not dropping the phone and using it sparingly. I visited a T-Mobile store and was instructed to reach out to customer service. Due to the phone being relatively new and the crack seeming like a manufacturer defect on an otherwise undamaged device, I kindly request a replacement for my 85-year-old mother. Your assistance is greatly appreciated. Thank you, Marcia McKay.

I am extremely frustrated with the customer service at Colorado Care Center. Nico, the representative, and Melissa, the supervisor, were incredibly rude during my interaction. I have been a loyal T-Mobile customer since [redacted] and have only ever dealt with T-Mobile customer care. When Nico failed to follow through on fixing an issue with my bill as promised, I called back and he seemed to imply that my dissatisfaction was due to personal problems. It is unacceptable for a representative to speak to a customer in such a manner. I am now facing a bill of $[redacted], which was not a result of additional charges but due to errors made by Nico and others. Melissa's behavior as a supervisor was also disappointing. I hold John Legere in high regard and believe he should be aware of what is happening within the company. I have recorded the call for reference and request that someone from corporate contacts me promptly to address this matter. Thank you.

I am an 80-year-old customer of your store at [redacted] Ranier Ave. S., Renton, WA. Yesterday, around 2:00 pm, I visited the store to inquire about the new iPhones. While trying to enter, I tripped on a false curb/step and fell headfirst onto the pavement. I sustained injuries to my head/face, neck, left arm, hand, and knees. Although I was briefly knocked out, I managed to seek help from your staff and enter the store. The pain has become unbearable, with bruises and possible fractures in my left hand and shoulder. My service dog lessened the impact on my right side, averting a more severe outcome. The staff were exceptionally caring despite the unfortunate incident. I couldn't purchase the iPhone due to being in distress. I will seek medical attention at the VA Hospital in Seattle today and update you on my condition. Thank you, Keith D. Gilbert, Esq.

I have been experiencing dropped calls in my home area for the last two and a half years. Despite reporting the issue multiple times, it seems like my trouble tickets about the tower have been ignored. Every time I reach out to technical support, they quickly brush it off, suggesting it's my phone's fault. It's frustrating because my phone works perfectly in other areas with good signal strength. After waiting long hours on hold, my call often drops, forcing me to start the process all over again. Even though they eventually escalated the ticket, they turned around and claimed that the towers in my area are functioning fine. The lack of follow-up when calls drop, whether with technical support or a supervisor, adds to the existing communication challenges.

I have been trying to contact T-Mobile customer service for two weeks to unlock my iPhone that I purchased outright. Last Thursday, they submitted an unlock request and said I would get an email within 72 hours with instructions. Despite this timeframe passing on Sunday, I have yet to receive any email. I visited a T-Mobile store for an update, and they advised waiting until Tuesday. As the day is ending, I still have not received the email with the necessary code and steps to unlock my phone. Additionally, I urgently need this resolved as I am traveling to South Africa and will be unable to use my phone without unlocking it. T-Mobile's delay in this process is causing inconvenience as I need it done promptly.

I submitted a claim for my old Galaxy S8. Upon receiving the new replacement, I put the old phone in the return envelope but, due to multiple hospital visits, I missed sending it back. The recent $[redacted] auto-payment included $[redacted] for the old phone. Customer service said they requested a refund, but when I finally sent the phone, they claimed it was too late. As a disabled person on a limited income, the $[redacted] deduction from my account has left me unable to afford food this month. Apologies for the delay in returning the phone, as health issues have been a priority for me. I kindly request the refund as it would make a significant difference. Throughout my history with your company, I have always made payments and returned phones promptly. I hope for fair treatment as a loyal customer in need.

I have been a loyal T-Mobile customer for many years. During my recent visit to the USA on September 25th, I purchased a prepaid SIM card from your branch in Hoboken, Washington St. However, I encountered some issues with the activation process. Despite being told it would take 2 hours to connect, I never received service on my iPhone. Upon returning to the branch, I was informed that my phone had been reported missing back in May, which was incorrect as I have always had my phone with me since purchasing it brand new in Boston. The staff tried to rectify the situation by cancelling the "missing" status on my phone and refunding the $42.65 I paid for the service, but they were unable to do so due to system restrictions. I kindly request that the "missing" status be removed from my phone and that I be refunded for the service I did not receive. Sincerely, YG

In November [redacted], my wife and I upgraded our phones to the XR model and we have been enjoying them. The manager at the Yelm Highway Lacey, Washington store set us up with the military plan or Essentials plan for $90 a month. Despite not being military, the manager assured me it was fine. However, I have had to contact customer service every month since then to maintain this rate. Recently, we were informed that we would no longer qualify for this plan and would face increased costs. This situation is unacceptable as I was promised this plan. I have been a loyal T-Mobile customer for five years, having previously been with them for many years. I hope to resolve this issue and remain with T-Mobile. Kindly reach out to me at [redacted] to address this matter promptly. Thank you, Raymond S.

This month, I filed two claims on my account. The first claim resulted in receiving a replacement phone after about a week. For the second claim, I tried to get an upgrade through the jump program at the store. Despite making four calls and waiting for two hours at the store, I couldn't get anything resolved. It was frustrating that operators hung up on the T-Mobile customer service team. After the sixth call and finally processing the claim, I was instructed to return to the store the next day due to the jump upgrade program. Feeling exasperated, I decided I wouldn't endure this ordeal with Assurance again. With over 20 years as a T-Mobile customer, my New Year's resolution is to switch phone companies, all thanks to Assurance.

Hello. I'm receiving conflicting information from T-Mobile sales representatives regarding the Test Drive hotspot device once the trial period ends. One phone salesperson claimed that the device won't work even with a new data sim card, insisting I need to purchase a new hotspot. However, the local store staff mentioned all I need is a new sim card and to select a monthly data plan. Moreover, another phone sales representative stated I must return the Test Drive device to T-Mobile, which contradicts all previous information I received. The store employees confirmed that keeping the device is fine as long as I activate it with a new sim card. I intend to continue using the Test Drive device with a new data card. It appears there is confusion among the representatives. Can someone clarify the correct procedure? Thank you.

Last August, T-Mobile had a Buy One Get One promotion on iPhones. We bought two phones as per the promotion terms. The plan was changed to the family military plan as advised by the store manager. However, our first bill showed charges for both phones at full price. After several calls to resolve the issue, we were informed after 2 and a half months that the promotion was dropped when we switched the account, and it was the store's mistake. Their proposed solution is for us to return the free phone, which doesn't seem fair as we made the purchase under the BOGO promotion. The original account holder, Mercedita D., was switched to the military plan under Lawrence M.'s name.

T-Mobile has deactivated my phone and claimed I haven't paid for three months, which is incorrect as I have proof of payment on my credit card. I signed up for one phone line at $30 a month, but T-Mobile opened a second line without my knowledge. Despite my payments, they haven't credited me properly, and now my account is at risk of going to collections. When I call, T-Mobile cannot verify my account without a T-Mobile phone, and when I visit the store, they redirect me back to customer service. The situation has escalated to the point where I received poor treatment at a T-Mobile store in Nampa, Idaho. I have involved the police, plan to reach out to the BBB, and have contacted the FTC. I am frustrated by the lack of assistance and care regarding this issue as I value my credit score and always make timely payments. My name is Jeremy Kastner, and I am seeking a resolution to this distressing situation.

I am experiencing issues with my Samsung Galaxy 4. Currently, I am unable to use any applications or send pictures to anyone. When sending pictures, only the first three numbers of the phone number go through instead of the entire number. Oddly, I am receiving old texts from months and even a year ago, and my friends are receiving old messages from me as well. Additionally, I am getting messages from unknown people. These problems started last night. My husband and I have been long-time customers with the same phone number ending in [redacted]. I was advised that I should be eligible for an upgrade without a high cost. A friend mentioned getting a free upgrade from T-Mobile after just two years as a customer. Any assistance would be greatly appreciated. Thank you. - L. Mills.

Hello, I'm Janice. I am not a T-Mobile subscriber, but I have heard great things about your offerings. I have been with Sprint for over 12 years. With the upcoming merger, would it be wise to transfer all five of my lines now? I have four iPhones and one tablet. My daughter is a T-Mobile subscriber and speaks highly of your company. Can you please advise me on what steps I should take next? Thank you.

I need assistance with a billing issue I encountered after leaving T-Mobile. I was led to believe there would be no charge due to canceling within the 14-day trial period. Subsequently, I switched to a more affordable service for seniors. However, I received a $[redacted] bill a month later. Upon visiting the store, I was told I failed to return the phones. Although I had the phones, they refused to take them back, insisting I pay the $[redacted]. I explained the situation, attributing the error to a terminated new salesman who misinformed me. I am unable to afford this unexpected charge and now possess two unused phones. Any help with this matter would be greatly appreciated. Thank you.

I recently signed up for the new home unlimited data plan for $50. There were no data caps or throttling, according to the representative. I mentioned that I use about a terabyte a month, and she assured me that using 3 terabytes would still be $50. I paid the $50 plus $5 for taxes, even though the plan stated that taxes and fees were included. Everything worked well for three weeks until I woke up to find all my services weren't functioning. After a 12-minute wait on the phone, I was informed I used 90 gigabytes and had been turned off. Despite being told I could use up to 3 terabytes, it seems unlimited does not mean what I thought. Now, after switching to this service, spending $[redacted], and facing a week without service until I can be turned back on, I'm considering returning to my previous carrier at $90 a month. This experience has left me frustrated, and I will be contacting the FCC about this issue.

I have encountered a couple of issues with my phone recently. When I check the SIM status under the about phone section, it displays the phone number [redacted] instead of my actual number [redacted]. Even though it was updated to my ported number, the SIM still shows the old one. Additionally, I seem to be having trouble with text messaging settings. While connected to WIFI, my phone briefly switches to mobile 4G LTE which interrupts text messaging. Resetting the WIFI connection temporarily solves the issue until it happens again. Despite having strong signals on both WIFI and mobile data, the phone continues to switch networks. I have checked message, WIFI, and mobile data settings but have not found a solution to this problem.