T-Mobile Customer Service Issues

For the past couple of weeks, the text messages I send are not reaching the recipients, and when they do, they receive them multiple times causing frustration. This has led to people not wanting me to text them until this issue is resolved. My second major concern pertains to the ZTE phone TMobile has provided, which is the third one due to known problems with the model. TMobile has ceased selling it as a result. I am hoping for a phone that functions correctly as per the warranty terms indicating they should exchange or refund phones with issues, especially ones removed from their sales list. I have been a loyal customer, seeking a device that doesn't present challenges with normal use. Kindly consider allowing me to switch models without the $[redacted] upfront cost for tax/shipping/handling. I believe they are prolonging the issue until the warranty expires, which seems unjust.

Hello, my name is Nicholas F. My phone number is [redacted]. My wife's number is [redacted]. My T-Mobile pin is [redacted]. About a month and a half ago, I switched from AT&T to T-Mobile based on what a representative told me. She assured me the coverage in Milton, FL [redacted], would be reliable. However, my wife and I experience dropped calls daily. Despite contacting T-Mobile for help, the issue remains unresolved. I was informed I could unlock our phones for Verizon by adding a line to my account, and I proceeded to open an account with Verizon. Unfortunately, when I tried to use the Verizon SIM cards, my wife's iPhone remained locked. A T-Mobile manager named Justin informed me that to unlock the phones, I would need to pay them in full, an unexpected financial burden. This situation has left me with multiple accounts, unresolved coverage issues, and escalating debt. As a new firefighter and with my wife working as a deputy, I need reliable communication. I expect T-Mobile to honor their promises and provide a solution promptly.

Recently, I went to a Metro PCS store at [redacted] Brundage Lane in Bakersfield, California, to pay my bill. Unfortunately, I left my wallet behind and when I came back, I discovered that the cash was missing from it. The employee initially mentioned a person who returned the wallet as a "good, honest, black man," but later changed the story to say it was someone else. When I requested to speak to the manager, I was surprised to find out the manager and the employee were one and the same. The manager identified himself as Fabian Delgado, but the employee refused to share her name. Despite my requests, the manager did not provide contact information for the owner or a corporate number, insisting that Metro PCS is a franchise. He agreed to review the security footage and show it to me later on his phone. I inquired about contacting the owner via email, but he claimed it was not possible. Ultimately, he sent a text to the owner but did not receive a response.

On Saturday, July 7, we went to the T-Mobile store on Nifong Drive in Columbia, MO to transfer our lines. We bought two new phones and were told the number transfer would be done in a few hours. Despite receiving multiple calls from T-Mobile asking for the same information daily, our numbers still haven't been fully ported. When my husband called our original store and spoke with the manager, he was very rude and unhelpful, stating it was our fault. He was disrespectful and abruptly ended the call. We are considering returning the phones and sticking to our current carrier. We need a better service. It seems there might be an issue with either a social security number or a wrongly entered zip code.

I am facing a difficult situation with my T-Mobile account, which I share with my ex. Despite explaining that I need my own line and account, she is causing complications. While I am not an authorized user on her account and lacking access to log in, I am aware that I pay $92 per month at her request and owe a remaining balance of $[redacted] to T-Mobile. Initially, she mentioned needing to find a replacement for me on the account, preventing her from releasing my number. Now she insists I settle the $[redacted] balance before being removed. She is questioning how we can split the account without my information, but I feel no obligation to provide it given our current status. I have some of her personal information, yet I am hesitant to misuse it, despite her making this situation unnecessarily complex. Your understanding and assistance are greatly appreciated. I look forward to your response. Thank you, Imane

I have been with T-Mobile for seven years, but the recent experience with customer service has been disappointing. The issue started when I needed to change the financial responsibility for the account without any prior changes. After being assured no changes other than the name would occur, my phone was disconnected without warning. Even after making payments and returning equipment, I continue to receive erroneous bills and face obstacles with the supervisors. Despite my loyalty, the service issues persist, and the lack of respect and commitment from the representatives is disheartening. The service coverage also falls short in my work areas. I hope T-Mobile can address these issues and remind their staff of the importance of customer loyalty. Regards, M.K.

We have been T-Mobile customers for nearly 10 years and have three phone lines. On 09 June [redacted], we inquired about the Military One plan and were asked to move our numbers to a new account with the veteran as the primary number. After contacting T-Mobile on 06 July [redacted] to clarify our final bill, we were told not to return the "Cell Spot" Wi-Fi booster despite receiving notifications for non-return. Despite numerous calls to T-Mobile, we have not received any resolution or compensation for our time. We are confused about whether there are charges for the old equipment and if we can still return it to avoid fees. Additionally, we are interested in upgrading to a newer Wi-Fi booster if possible. If T-Mobile insists on charging us for equipment we were told to keep, we will consider closing our account. Our phone numbers are [redacted], [redacted], and [redacted].

I recently purchased an iPhone 8+ and was disappointed to receive it without an instruction booklet. After visiting two T-Mobile stores for help with activation, I found the service lacking as they only added contact numbers and did not properly set up my phone. Despite having the device for two weeks, I am unable to make or receive calls. The customer service representatives at T-Mobile were rude and unhelpful, especially a staff member named Adrian at the Forestville, Maryland location. After four years with T-Mobile, I am considering returning the phone and seeking a refund due to the poor service and lack of assistance with activation. The situation should have been handled more efficiently without the need for multiple visits and unnecessary delays. I am disappointed with the customer service experience and lack of support from T-Mobile.

I need assistance with unlocking my 5 fully paid phones. My account is currently on hold due to a fraudulent check issue that affected my business account. While I am resolving this, I had to switch to a pre-paid service to keep my business running. It's crucial for me to have access to these phones, valued at around $3,[redacted]. I urge for them to be unlocked promptly so I can continue making money. I intend to settle any outstanding payments once my banking situation is resolved. Your understanding and help in this matter would be greatly appreciated. Thank you.

I have full phone functionality, but cannot text or browse without wifi. I reported this issue last Friday and was assured it would be resolved in 72 hours. However, it's been [redacted] hours and there has been no improvement. I also didn't receive the promised follow-up call. I'm frustrated paying $45 monthly for unusable service. Why is such a seemingly simple issue not being resolved? I'm also requesting T-Mobile credit my account for $[redacted] to cover the 3 months of service disruption. I've only encountered false promises and poor customer service, unlike my previous experiences with T-Mobile.

After experiencing issues with Verizon, my family switched to Sprint. However, we are now facing problems with Sprint's support. Considering T-Mobile's network expansion, we contacted T-Mobile and Samsung to inquire about moving our factory unlocked S8 phones. We initiated the move on 11th July [redacted]. While addressing service issues at home, we discovered that our SM-G950U1 phones do not support 600MHz (Band 71) necessary for the new tower rollouts. We bought these phones directly from Samsung in July [redacted] and financed them through Samsung. We have 12 payments left, totaling $[redacted].84 each. As there are plans to help individuals with carrier-financed phones, would there be any assistance for upgrading to Galaxy S9 phones to benefit from the network changes? Any guidance you can offer would be highly appreciated. Thank you, Michael Weske. [redacted]

My cellphone stopped working on a Sunday when I was away from home without another phone. I went to a nearby T-Mobile store hoping to repair it, but was informed it couldn't be fixed. I decided to buy a phone similar to mine which was priced at $75, as per the website. To my surprise, while processing the receipt, I was told I needed to pay an extra $20 for an "upgrade" fee, which didn't make sense to me. I made it clear I needed a T-Mobile phone for my service to work, but was still required to pay the additional fee. The $75 phone ended up costing me $95, with no other affordable options. I feel deceived and disrespected by this unexpected charge. I believe the agreed upon price of $75 should have been honored, without the extra fee.

I have been a customer for many years and have always had the same contract with Arthur Leonardo, account number [redacted]04. On 03/30/18, I changed my plan to be for use in the US only due to a mistake made by Tmobile, where they credited me $10.00 I was paying per month for international services plus an additional cost per minute. This change left services I used prior to the contract change in March uncovered, resulting in a bill of $[redacted].87. Despite explaining the situation to four representatives on the phone, the issue persists with bills arriving by mail. Upon visiting the store where the plan change occurred, a rep spoke with Tmobile and determined that the $10.00 credit should be reimbursed to cover the last month under the plan. However, I recently received another bill this week after being assured that the matter was resolved. I'm unsure of the exact dates of my communications, but trust that this information is recorded in your system.

I recently discovered an open Virgin Mobile account under my name with a fraudulent balance of $[redacted].77. This situation is concerning as it indicates that my personal information, including my Social Security number, has been compromised. When attempting to contact your customer service, I faced difficulties navigating the automated phone system, which failed to connect me with a representative despite trying various options repeatedly. The inability to speak with a live person to address this issue is frustrating, and I urgently need this resolved. The unauthorized account has impacted my excellent credit, which is distressing as I have always maintained a spotless payment record. I am taking steps to report this to the credit agencies and am puzzled how an account was established without proper identification verification typically required by mobile carriers. I seek a prompt resolution to this matter to prevent further damage to my credit history and am prepared to escalate this concern to relevant authorities if necessary.

After switching from Sprint to T-Mobile over 3 months ago, I was unhappy to discover the promised contract buyout was never submitted. Despite assurances from store managers, regional managers, and others, the issue remains unresolved. Instead of receiving the funds to pay off Sprint, T-Mobile deducted $[redacted] from my bank account. Now, all T-Mobile is offering is a credit on my account instead of the refund I expected. This situation is frustrating, especially after being a loyal customer of my previous provider for over a decade.

I signed up for the job program using my iPhone 7 Plus, but I'm facing issues that no one can seem to fix despite calling customer service 3 to 4 times daily over the last seven months. Additionally, my Apple Watch broke a week after purchase while still under warranty, but I was told I need to pay $[redacted] for repairs. It's frustrating that I can't get any problems resolved, especially when I rely on these products. I'm exhausted from the lack of assistance and need all my issues sorted out promptly.

I visited a T-Mobile store in St. Louis today and unfortunately, the clerk I spoke to was very rude. The service I received was extremely unsatisfactory. I cannot recommend T-Mobile to anyone after this experience. I intend to raise this issue with the news. My name is Dwight, and the problem I'm experiencing with T-Mobile involving the employee named Francesca still remains unresolved. This is an update from 7/18/[redacted], and the issue persists.

In December [redacted], I cancelled my T-Mobile account and thought I had settled everything when the other person on the joint account took over the bill. However, in July [redacted], I discovered that I was in collections with T-Mobile, affecting my credit score. It was revealed that the other person used my SSN to open an account and then went into collections, impacting my credit. I paid the outstanding amount to T-Mobile, even though I didn't owe it. This situation has left me feeling devastated and frustrated, as it has not only affected my finances but also my identity. I am unsure of how to proceed with this blemish on my credit report and the unfair situation T-Mobile put me in.

I contacted customer service on Sunday, July 15, [redacted], to request a due date change for my bill. I have been a customer since June [redacted], and this is the first issue I've encountered. I discovered that the T Mobile store where I transferred from Verizon has been charging me a protection device fee for my daughter's iPhone, line [redacted], without my consent. My 14-year-old daughter does not need this service, and I never signed up for it. I am seeking a full refund for the unauthorized charge and appreciate a prompt resolution due to potential fraudulent charges on my bills.

Good afternoon, I am reaching out regarding an unauthorized payment deducted from my bank account. I spoke with Rudy from RGV Support, who confirmed that no payment appears on my account as of today's date despite the transaction on 7/17/[redacted]. Recently, I transferred my sister's line to my mom's account with T-Mobile due to disconnecting my lines with T-Mobile. My mom completed all necessary paperwork via email on 7/11/[redacted]. When I spoke to a representative, she mentioned that I only needed to pay $42.00 for the final bill, assured me that all devices had been transferred, and offered to remove my card from the account to prevent any future charges. However, the card was not removed, resulting in a charge for a device that was meant to be transferred earlier. I am requesting a refund promptly, preferably by Sunday, as I have bills to pay. Kindly address this issue to avoid any further inconvenience. Thank you.