T-Mobile Customer Service Issues

This is frustrating! I was promised my phone would arrive between 3/16 and 3/18 but it didn't, and now I can't use it on my birthday. I've been waiting for hours on the phone. The activation shouldn't have gone through if I can't actually use the phone. I feel let down and isolated on my birthday without being able to connect with loved ones. This situation is unacceptable, and I'm considering reaching out to the Better Business Bureau. I have been patient, but the delays and broken promises are disappointing. I might reactivate my old service to have a working phone today.

I paid $35 for an international plan that included 5GB of data and unlimited calling over 10 days. Before my trip to Chile, I confirmed that the country was covered under the plan for calling. Despite this, I have been charged an extra $19 for international calls that should have been included. I am requesting a reversal of these charges. I have spent over 2 hours on hold attempting to reach T-Mobile by phone, and waited an additional three hours for a call-back in hopes of speaking with a representative.

On January 29, I sent a letter to the customer relations department at T-Mobile regarding my disappointment with the recent conversation I had with Joe, ID [redacted]. I have Protection [redacted] Tier 5 with ‘Jump’ included, and I called to inquire about upgrading my phone. It was frustrating to be told I couldn't use ‘Jump’ as there was no record of purchasing my device, despite always getting my phones from T-Mobile. I urge for a thorough investigation into this issue and seek clarification on how it's possible to have a service but be unable to utilize it. I appreciate your prompt attention to this matter. I am still waiting for a response!

I have disputed charges on my account with T-Mobile. After a long wait on hold, I opted for a callback in one hour. It took them 3 hours to call me back, and I had to wait an additional 10 minutes before speaking to someone. Despite mentioning my plan includes free calls to the UK from the USA, they insisted on checking my plan and then abruptly disconnected the call after a 30-minute hold. It is frustrating not being able to reach anyone helpful or file a complaint easily. Their claims of a quick resolution by expert teams are far from reality - each call ends up with me waiting indefinitely or being redirected. Even trying to contact them through My T-Mobile results in a message stating their expert team is unavailable. I have been holding for nearly another hour, so I plan to express my dissatisfaction in writing to inform them their service is inadequate, despite what their automated messages suggest.

Dear T-Mobile, I am writing to inform you of my decision to cancel my service and cease all payments on my phone. While I am willing to return the device if you wish, I will not continue to pay for any services provided by T-Mobile. I have encountered numerous issues since signing up with T-Mobile in January [redacted] after my previous phone was stolen and used to hack into my accounts. Despite multiple phone replacements and provided booster units, the underlying issue of someone remotely controlling my device has not been resolved. I have repeatedly informed your customer service representatives about this problem, but it has not been adequately addressed. I have even attempted to switch to a new phone in hopes of removing the hacker's control, only to have my new device compromised shortly after. The lack of acknowledgment and assistance from T-Mobile in addressing this serious security breach has been disappointing. Sincerely, Deborah Abernathy

I'm a T-Mobile customer through Consumer Cellular and I'm experiencing issues with my phone. About four weeks ago, my device suddenly stopped making and receiving calls. After contacting customer service multiple times, they suggested that I switch to one of their phones because mine is not compatible with the network, even though it was working fine on the GSM network. Recently, they informed me that the 4G service on the towers is no longer available and advised me to upgrade to a 5G phone. I rely on my phone for work, especially during the current stay-at-home situation due to the virus, and I can't afford a new phone at the moment. Despite my willingness to purchase from them if necessary, all they offer is to buy a new device without addressing why my phone stopped working on their network. I need assistance to understand why my phone suddenly stopped working with their service when it previously did. Thank you.incerely, B. Lombardi

I recently switched to T-Mobile with my existing phone and missed out on the promotion for a free phone. Shortly after, I noticed a decrease in incoming calls, impacting my small business. After troubleshooting with customer service, I was informed that my phone wasn't compatible and needed to be replaced. As a business owner relying heavily on my phone, this posed a challenge financially. Subsequently, I discovered I was missing voicemails and essential features like wifi calling and texting due to poor reception in my new area. Despite requesting to purchase a new phone with a payment plan, T-Mobile declined my request. Losing a $10k per month client due to communication issues was disheartening. With the current situation, having no phone service during the pandemic has severely affected my ability to work, especially with four lines to maintain. When I managed to make a down payment from my stimulus check, I was surprised to learn T-Mobile required full bill payment to proceed, leaving me unable to afford the hefty fees for a new phone, adding to my financial strain.

I recently noticed a transaction on my Chase bank statement dated 04-27-[redacted] for $41.30 from T-Mobile. I do not have an account with T-Mobile and did not authorize this charge. I tried calling the number listed on the statement [redacted], but it was after business hours. Due to my work schedule, I am unable to call back during their hours of operation. My name is John Chavez, and I reside at [redacted] E. 6th Street, Apt [redacted], Los Angeles, CA [redacted]. I can be reached at [redacted]. I am planning to inform my bank about this unauthorized charge but wanted to reach out to T-Mobile as well since the charge was made on my debit card. If any additional information is required, please contact me via phone or email. Thank you.

Dear Customer Service, My account number is [redacted]. I have encountered a complicated issue that led to the delay in addressing my account situation. Due to various unforeseen circumstances, I was unable to manage my account until today. I am requesting that my account be reactivated, with a credit for the period when my service was inactive due to my inability to pay the $99 insurance deductible, which was actually only $49 as incorrectly stated by the T-Mobile representative, "Alex." I intended to pay the $49 at that time. Unfortunately, my social security check was compromised by identity thieves, affecting my ability to promptly address this matter. I have also had challenges responding to the credit monitoring service through my credit union due to this issue. I urgently need my account reinstated, willing to settle my dues promptly, and hoping for a credit for the unused service period. I have faced difficulties such as a home fire, homelessness, and the closure of the local T-Mobile store, in addition to visits to a mental crisis center. I aim to deposit funds into my T-Mobile bank account, which is already set up, and activate my debit card for payments. As I no longer have access to my email, I can be reached at [redacted] I possess a valid credit card for making payments and am eager to contact the insurance carrier, settle the deductible, and obtain a new phone. Sincerely, John Robert Barrett III

I have a Samsung A20 phone and I am unable to do Stitch with my TCL smart TV. I can watch Netflix with hotspot, but it drops to 3G and does not work. It lost connection to the internet. On May 19, [redacted], my mother changed our service provider to have Netflix, but we haven't been successful. Are we paying more for nothing? We were with AT&T since it was Centennial. My sister has an S10 and connects perfectly. I tried to get my phone changed in Caguas, P.R., but they said they didn't have phones. Can you tell me how you will assist me? To make matters worse, we changed service providers on May 19, [redacted], and I can only file complaints after June 2. Will you resolve this before that deadline, or will I have to keep something that doesn't work for me? The store told me the phone works for connecting to Netflix. I hope for a prompt resolution because I only have until June 2 for a change.

I am experiencing difficulty making calls as my phone displays a message stating the calls are "not registered on network." The service has been unreliable and inconsistent, but this new issue of being unable to make any calls is frustrating. I urgently need assistance with this matter. I rely solely on this phone, making it crucial to find a resolution. I am incredibly frustrated and require either improved network service or an early contract termination. As a self-employed individual, I cannot operate my business with this ongoing problem. Your prompt attention to this matter is greatly appreciated. Please contact me at [redacted] or [redacted] I am eager to hear from you soon. Thank you. Kind Regards, Geoff Goorin

A year ago, I switched my cell phone service to T-Mobile after seeing a promotion promising a free phone and $55.00 per month service for qualifying as an older individual. However, upon receiving my first bill, I noticed an additional phone line that I did not request. Despite addressing this issue with the previous manager, Jesse, who admitted his mistake, he was no longer there in subsequent visits. T-Mobile acknowledged the error each month and provided credits after I followed up with customer support. Despite assurances from the current manager that she would escalate the issue, no resolution has been reached. Numerous attempts to reach the supervisor have been fruitless, and promises of callbacks have not been fulfilled. As it nears a year and the problem persists, I am left frustrated. The lack of accountability and communication within T-Mobile's organizational structure has greatly disappointed me.

I have a query regarding a phone I bought yesterday. I share an account with my family and recently took advantage of a special offer from T-Mobile. I traded in my old phone and added a new line to get the iPhone XS. However, the account holder questioned why I needed a new line when we already had one. I was told at the store that the new line was free with the purchase of the phone, but now the account holder is receiving text messages about the new line. Additionally, the account holder mentioned a jump option, but said it would cost extra, which seems confusing considering it might have been cheaper than paying $8 more per month plus insurance. I am unsure about what is happening and seek assistance to avoid being taken advantage of. Thank you. - A. C.

I am receiving notices from T-Mobile stating I have an outstanding balance of $98, yet I am not a T-Mobile customer. Although we considered switching to T-Mobile, we found out our Metro PCS phones were not unlocked, preventing us from making the switch. I strongly urge T-Mobile not to report this alleged balance to the credit bureaus, as there is no account in my name. Dealing with identity theft already is a significant challenge, and this issue only adds more stress. I request that T-Mobile correct their records promptly. I do not have any association with T-Mobile, and I don't owe them any money. If T-Mobile reports this non-existent debt to the credit agencies, I will seek legal advice to pursue defamation charges.

I need assistance with an account issue related to my T-Mobile account. I have been attempting to contact someone at the corporate branch to address this matter. I no longer wish to remain a customer due to the ongoing problems causing me stress. I am seeking assistance with potential chargebacks and resolving the situation. Kindly contact me to discuss this formal complaint further.

I bought a cell phone booster to improve the poor signal my wife gets on her new "Link" phone from Consumer Cellular using a T-Mobile chip. After using my iPhone Field test app, I found that the serving filtered RSRP from our cell tower is -[redacted] dBm, while the neighboring cell tower registers -62.5 dBm. Despite trying different locations, the booster only locks onto the [redacted] MHz signal, not the desired [redacted] MHz one. My iPhone typically shows 1 to 3 bars with good reception. I wonder if we should be receiving better service from the nearby cell tower and if there's a chance the booster can still be effective.

I am aware that I am behind [redacted] days on my account, and I needed until next Tuesday or Wednesday to pay the full amount of $[redacted].47. I have been granted extensions due to COVID-19, as my husband has been unemployed since March 18. Finally, we are receiving his unemployment benefits. I've been a loyal customer of T-Mobile for over 18 years. Despite my situation, they are threatening to disconnect our phones and charge a $20 fee per phone. I acknowledge the delay, but I intend to pay the full amount and have no outstanding balance until August [redacted]. I have expressed to customer service that I am considering leaving T-Mobile.

I'm looking to reactivate Google Voice for my voicemail after using it for the past ten years instead of T-Mobile's voicemail taking over. Recently, when someone misses a call from me, they are informed that my voicemail hasn't been set up or it's full. I have Google Voice set up with unlimited messages, so the issue seems to be on T-Mobile's end. Before the Sprint/T-Mobile merger, my Google Voicemail was functioning properly. I previously activated conditional call forwarding by dialing *73 and then *74 on my Galaxy S10. Now, when I attempt this procedure, I get an "invalid entry" message. I will provide more information upon returning the call, as I am currently driving. Thank you.

I am dissatisfied with the partnership with Sprint. I am currently dealing with a challenging situation. I am with an incredible woman who has faced breast cancer and numerous surgeries, yet remains a devoted wife and mother. Despite the difficult circumstances, managing bills like our phone bill has been overwhelming. It has been challenging to keep up with payments due to medical expenses and crucial family needs. I reached out to Sprint for understanding and assistance, hoping for more time to settle the bill rather than a strict 7-day deadline. This woman, who has sacrificed so much, just sought a bit of compassion and flexibility. The way Sprint handled the situation lacked empathy for the struggles we are facing, despite her sincere efforts to maintain communication with our loved ones. The current situation adds unnecessary stress to an already difficult time. I hope for more understanding and compassion from Sprint to alleviate the burden during this challenging period.

I am currently attempting to reactivate Google Voice for my voicemail services, a system I have comfortably used for the past decade. Recently, T-Mobile has taken over my voicemail preferences, leading callers to believe that my voicemail is either not set up or full. This issue did not arise with Google Voice, as I have properly configured it, and it offers unlimited voicemail storage. Before the merger between Sprint and T-Mobile a few weeks back, my Google Voicemail functioned without any problems. I vaguely remember needing to enable conditional call forwarding by dialing *** and then *** on my Galaxy S** phone app. However, this method is no longer effective, as I now receive an "invalid entry" message. I am seeking assistance in obtaining the correct activation codes for conditional call forwarding on the T-Mobile network. Thank you for your help.