T-Mobile Customer Service Issues

Good evening, My name is Elizabeth Reimmy, and I used to be a customer and account holder with T-Mobile. Unfortunately, my number was blocked due to an outstanding bill. After being contacted recently, I was able to pay off the debt. I am kindly requesting if it would be possible to have my number reinstated. Having my old number back would be extremely beneficial, especially because it is the only way my sister can contact me. We have been out of touch for many years, and it means a lot to me to reconnect with her using this number that she has saved. I truly hope that your office can consider my request seriously and assist me with this matter. The number in question is [redacted], and I am eager to have it back. Please feel free to reach out to me via email at [redacted]

I received a faulty Nokia gateway router when I signed up for T-Mobile internet. After three months and technical repairs on my Dell laptop for an unresponsive touchscreen during the switch from AT&T to T-Mobile, T-Mobile identified the router as defective, yet three months later, I still can't access the internet. I've been given two refurbished routers and on 8/13/[redacted], another faulty router without AirPlay, causing problems with my devices like iHome, the printer, and security camera. Technical support, particularly Fakq, has had communication issues, and struggles to understand basic English, complicating troubleshooting. It's been frustrating having to repeat information and deal with unprofessional behavior when requesting a supervisor. I'm seeking a refund for the 5G service since 8/13/[redacted] as I haven't received the advertised service due to the faulty equipment. An employee, Jermey, was rude, unprofessional, and invasive into personal matters during interactions. I'm requesting resolution on the router issues, a refund for the internet service, and disciplinary action for Jermey and improvement in customer service for all tech support personnel, especially Fakq.

I had a friends and family plan, but unfortunately, the friend who managed the account passed away. I am struggling to handle the account without the necessary information like the account number and social security number. I urgently need to settle the outstanding balance on the deceased person's phone and transfer the account into my name. Additionally, I am trying to add another payment method to the account. I've been dealing with this for two weeks now. Every time I call, I am promised a callback that never materializes, or I am scheduled for a phone appointment that they don't keep. When I visited the store, they advised me to call the initial number again, sending me in circles. I am extremely frustrated with this situation. If there is no resolution within the next 24 hours, I will be switching to a different provider.

Last week, I reached out to corporate about an issue with our account. I kindly added someone to our account, and they misused it, causing a charge of $[redacted]. They added an iPhone 13, a blue Apple Watch, and a silver Apple Watch without our permission. I reported this to the police as theft of services and forgery due to forging my signature. Our phone bill is now $[redacted], even after making arrangements. A rep assured me they would maintain our service during the investigation. I plan to take legal action and remove the person from our account for non-payment. Currently, we are still being charged for the unauthorized devices. I hope for a resolution before involving my attorney in a lawsuit against T-Mobile.

This morning, I woke up and noticed my phone was missing, which is quite upsetting. I have two options to consider at the moment. Option 1: I have an older iPhone that I may be able to use temporarily by transferring my number onto it until I find my latest phone, which I only recently acquired 5 days ago. This iPhone contains a Google Fi eSIM, which complicates things a bit. Option 2: I am contemplating finding out the cost of adding a new line to my plan. This way, if I happen to retrieve my missing phone, I can gift it to my kid. I am curious about the cost of adding a line to my plan if I end up getting a new phone. My iPhone XR was originally from T-Mobile, so I know it is compatible. However, I am uncertain about the compatibility of the eSIM from Google Fi.

I recently switched from Sprint to T-Mobile, and I've noticed that only my husband's line is showing up on my account. Interestingly, the lines for my daughter and me are not listed under my account, even though the account is in my name. It seems like my other two lines are stuck in limbo between Sprint and T-Mobile. Both phones have T-Mobile SIM cards, so I don't believe that is the problem. Any assistance with this issue would be highly valued.

I accidentally bought a prepaid T-Mobile card from a Dollar General store near my home. T-Mobile wouldn't accept it for my internet bill because it's prepaid instead of postpaid. I tried to return it within 4 minutes, but the store refused. Now, I'm stuck with a $65 card that I can't use. Despite my efforts, I can't find anyone who needs a prepaid T-Mobile service. I've contacted T-Mobile multiple times, but they haven't been helpful. It's frustrating to have $65 go to waste. I've tried selling it for $50 without luck. Any advice on what I should do next would be greatly appreciated. I've reached out on social media, but no one I know is interested in the card. Thank you for any help you can provide. - JD

I used +1 [redacted] from October [redacted] until August [redacted]. I was a PhD student in Sociology at Texas Woman's University starting in Fall [redacted] and successfully defended my dissertation in August [redacted]. After returning to my home country, I closed the sim card associated with that phone number and I am now using a Bangladeshi sim. Unfortunately, I have forgotten the passcode to my iPhone, which is locked. I am attempting to retrieve it, but the verification code is being sent to my old number. How can I receive the verification code if I no longer have access to that number? Please advise if further information is needed.

I arranged for Auto Pay to cover my bill last Friday for $99.25. On Thursday, I saw it was still in process. Unfortunately, the payment didn't go through without any notification regarding the reason for the failure. I expected it might take the weekend to process, so I believe the reconnect fee should be waived as a gesture of goodwill, especially since I'm a new customer who followed the payment instructions. The bill was due on December 9th, and my service has been disconnected in just 10 days, even though a payment was already processing on Friday. I haven't received any communication about any issues with my scheduled payment. While I understand paying a late fee, it's my first month with this service provider. Adjusting to new billing dates as a single mom budgeting can be challenging. If this is the standard for new customers, I'm hesitant to add more lines to my account.

I am currently deployed in the military and I have misplaced my phone. I have been attempting to log into my account to order a new phone, but I am unable to do so because the system requires a code to be sent to my lost phone for verification. This is causing difficulty as I cannot access the code. I am seeking assistance to replace my phone and temporarily stop the billing until the new phone arrives. I am also unable to access my iCloud email for the same reason. I have provided an alternate email for communication. Thank you for your help.

I have been disputing this issue for eight months, and it has been resolved twice before, but it has reappeared. I want to clarify that I never had T-Mobile Wi-Fi, and I returned the equipment to Benjamin at the Albany, New York Crossgates mall. I was wrongly charged over $[redacted] for a service I didn't use. Even though it reflects that I canceled my Internet in July [redacted], that is incorrect as it was removed from my plan and bill because I never had it. After spending hours on the phone trying to resolve this, I am very disappointed with the service. I recently switched my phone lines from AT&T and Verizon to your company, but this experience has been frustrating. I request that this issue be promptly resolved by removing the incorrect charge from my bill or providing me with a corporate phone number. Thank you.

I have spent hours this past week trying to pay my bill, but the individuals answering the phones require a code from T-Mobile to process my payment. Unfortunately, they did not inform me of the multiple temporary codes sent to my cell phone, leaving me unsure which code to use. Relying on automated systems, robots, and inexperienced personnel to handle customer service matters has been frustrating and unproductive. I find no benefit in auto-fill features, as it has not helped in my situation. M. Sifford

My spouse and I got new phones four months ago under our old Sprint plan. The store manager in Clinton, Missouri assured us we wouldn't be charged for the phones, just the taxes, which we paid upfront. However, for the past four months, we've been consistently billed for the phones. We only agreed to a service contract with a potential $25 monthly increase, but our bill has surged by $[redacted]. The manager promised a refund after the second month for the extra charges, but $[redacted] continues to be deducted beyond our usual bill amount.

I reset my iPhone, and now it won't activate with my SIM card. The error message says the SIM card is invalid because it belongs to an unsupported mobile operator based on the activation server's current policy. The network settings show that cellular communication is restricted by the operator. Can you assist me in unlocking it? My phone number is +[redacted]76.

I have been unable to access my T-Mobile account for the past 24 hours as of midnight. I need to settle the remaining balance on my handset to switch to Verizon. Due to being locked out after mistyping my password, T-Mobile has deducted the next month's service fee and the second-to-last handset payment ($11.00) from my account. How can I complete the final payment for my iPhone 11? The screen is severely damaged and mostly black, making it impossible to navigate. Appreciate any assistance, Lori K. Smith

My bill is too high for a service that is usually unreliable. There are 8 lines on my account, and all of us are unhappy with the service. I was a loyal Sprint customer for 10 years before the merge, and the service was outstanding. Unfortunately, since the merge with T-Mobile, the quality of service has declined drastically. T-Mobile's customer service has also been disappointing. I am frustrated with paying a high monthly fee for a service that consistently fails to meet the standards outlined in the user agreements. Most of the time, when I try to make a call or send a text, my phone indicates that it is not registered to a network, and this issue affects all the lines. This situation is unacceptable, and I am reluctant to contact customer service due to my frustration. I feel compelled to express my dissatisfaction with the service.

Tonight, my phone was stolen somewhere between Alstar Motel and the 7-11 on the same street around 9:10 to 10:00 pm. I am unsure where exactly it was taken. I am looking to report this incident and get a replacement phone as soon as possible. I appreciate Metro by T-Mobile's consistent help in the past and I am grateful for their service.

I appreciate the convenience. My spouse and I switched carriers in November, keeping only a tablet line and removing the three phone lines from the account. In hindsight, we should have been advised to close the account completely back then. The neglected iPad was not functional, rendering the service unused. I request that any remaining balance be waived to clear the account. In November, a representative mentioned a $90 balance for the iPad, which I arranged to pay in two installments. I made the first payment on December 31, [redacted], and the second one yesterday for $45. I believed the account would be closed after the second payment, but another representative claimed I still owe $[redacted] before the $45 payment. I am seeking a resolution for a zero balance on this account.

I have been a loyal T-Mobile customer for over four years, and one of the things I appreciated most was being able to speak with a real person. Unfortunately, that seems to have changed recently, and it has become extremely difficult to get in touch with anyone. About three weeks ago, my phone started dropping calls consistently. The process of waiting to speak to a service representative was frustrating, with many of my calls getting dropped after a long wait, forcing me to start over. I believe the root cause of T-Mobile's service issues is incompetence. When I finally reached a "technician," I could hear the background noise of a call center, which was not reassuring. Despite their assurances that my issue would be resolved, I found that the solution they implemented did not make sense. I never requested a SIM card change as a fix, and I repeatedly explained that a new SIM card would not solve the problem. This lack of listening and understanding from the service representatives is concerning.

My phone has been hacked. The new phone T-Mobile sent me was not given to me at the store as promised; instead, they forced me to do a trade-in with a dirty, hacked SIM card. Despite canceling the digits, there has been no response from T-Mobile for two weeks. I did not use the 15 gigs on my phone, and I am unsure who is responsible for this. I would like my iPhone 12 back and a reversal of everything that happened. I had nine payments left on my iPhone 12 and did not want to upgrade, impacting my finances for the month. The manager at the store also did not provide the necessary accessories for the new iPad sent to me. I am a loyal customer and have always been on time with payments. This experience at the Heritage Pines store in Citrus County has been disappointing, and I hope for a resolution.