T-Mobile Customer Service Issues

During Fall [redacted], I visited both Sprint and T-Mobile stores to challenge equipment rental fees for phones I had already paid for entirely. They dismissed my concerns, claiming it was a billing practice. Dissatisfied, on November 4th, [redacted], I switched my mobile service to AT&T for the lines: [redacted] and [redacted] since I refused to continue enduring overcharging from Sprint/T-Mobile post-contract. However, I didn't realize I needed to inform Sprint/T-Mobile, resulting in me cancelling the services only on January 8th via 1-[redacted]. Despite being assured the matter was resolved, I received another bill from Sprint/T-Mobile in February. Even after spending about two hours in a chat with them and attempting to address the issue on my online account, I faced obstacles. After visiting my bank in March to dispute the charges, I was left with no better option than to cancel the card being invoiced repetitively. Consequently, I am now facing collections from Sprint handled by IC Systems, and my credit score, previously around [redacted], has been adversely affected. I am frustrated and demanding correction of my credit along with the removal of the alleged $[redacted].23 debt that I should not owe.

I am having trouble setting up my T-Mobile account because it keeps saying my email is not recognized. I contacted customer service, who told me it's a known issue that the engineering team is working on. I checked the customer forum and saw that this problem has persisted for over a year without a fix. I just want to access my account. If this isn't resolved soon, I want to cancel my T-Mobile services and return the 5G Gateway I've been using for 16 days. I also have phones on order, but I haven't received any shipping notifications yet. I won't open the box if the phones arrive before this email issue is resolved.

Hello, I hope all is well. I have a T-Mobile number, [redacted]. I left the US at the end of May for my home country's summer break and won't be using the number until September. I am inquiring if I can retain my number and activate it at the start of September. Will I continue to be charged while I am overseas? Please inform me via email. Thank you! Best regards, Ziqi Xu

Hello, currently, I am in my home country and trying to add a second eSIM to my phone. Unfortunately, the manager in my country accidentally deleted my T-Mobile eSIM, and now I can't reconnect it because it's a prepaid eSIM. I need assistance to restore it as I am returning to the USA on Sunday and need it for online services like contacting taxis, using maps, and accessing my bank account. Although I have two phone lines, the second line belongs to my sister who is with me in my home country. My main phone number is crucial for me, but I can't log into my account because the verification code is being sent to my eSIM, which is currently inaccessible.

I have been experiencing issues with my phone for over 2 weeks. It has been difficult to get through to a representative, and I have been on hold for a total of over 18 hours. Today, after finally reaching someone, the call got dropped multiple times, and the representative did not call back. I will not be paying for the service until the issue is resolved by a competent staff member. I am considering switching to another carrier if I do not receive proper assistance within the next 24 hours. I was also displeased with being asked for my SS# by two employees to locate my account. Customer service has been poor, reflecting the declining phone service quality. -Mimi

I was considering switching from Verizon to T-Mobile. After they checked my credit and I paid a $[redacted] activation fee, they suddenly asked for a large deposit. I decided to cancel, but they refused to refund my fee and couldn't deactivate the account in store. Now, I've been on hold with T-Mobile customer service for 30 minutes. This seems like a bait-and-switch situation.

I have T-Mobile Home Internet, and I keep the round box on a bookshelf to get Wi-Fi. It works well, but there's a location issue. Initially, it showed I was in Detroit or Flint, Michigan, and now it's saying I'm in Pittsburgh, Pennsylvania. I actually need it to show Parkersburg, WV because I will be there in under 6 hours. Even when I manually set Parkersburg, it keeps defaulting back to Pittsburgh. It would be helpful if there was a lock feature for the location I enter in the browser to avoid this issue.

I recently changed my service provider from T-Mobile, and they closed my account accordingly. Despite this, they have been still deducting payments automatically for the past nine months. After realizing this and getting my bank to refund some of the charges, T-Mobile is now sending me bills totaling $[redacted]. I didn't have any device installment to pay off since I brought my own phone, so this amount is solely for the monthly service charges. I am unable to resolve this over the phone as they require a pin number that I set up a while back and now cannot recall.

I have encountered price gouging with your company. I have made multiple payments to finance a phone, but the current phone I have is defective. When I inquired about upgrading, I was informed of an outstanding balance and was asked for a full payment including processing fees. Money was withdrawn from my account without authorization, yet I have received nothing in return. I am extremely dissatisfied with your services and demand a refund. I no longer wish to use your services after this experience. I have spoken to three customer service representatives without resolution. My contact number is in area code [redacted] and my email is r****[redacted] Disappointed, Mark Scott Rice.

I am seeking details about the T-Mobile Tourist 21-day plan. I will be in New York for three weeks this month and will require data access. Can you confirm the following details? T-Mobile Tourist Plan: If you plan to visit the U.S. for up to 21 days, this SIM card offers attractive features at an affordable price. Features: - Valid for 21 days - Unlimited data, with speeds up to 2GB at 4G LTE - Unlimited domestic and international texting to [redacted]+ countries & destinations - 1,[redacted] domestic talk minutes within the U.S. - Phone must be unlocked - Price: $30

My wife and I received texts - she got one while I got three. The message asked us to update the SIM in our phones. We didn't take any action, but our phone service was cut off along with our text capabilities. Later on, my wife received a message that her phone had been updated, and then my phone started working again. Around the same time, we experienced a hack. Our credit cards were misused and our accounts were compromised. We had to reset passwords and reach out to the banks to fix the situation. It's unclear whether the hackers accessed our phones, but something suspicious definitely occurred. Do you have any insights to share on this issue?

I received two phones from T-Mobile with a 30-day trial period to test. Despite returning the phones due to ongoing issues with my wife's device, I received an unexpected bill, possibly around $50. Despite numerous calls and assurances from supervisors, the matter remains unresolved. Subsequently, my account is in collections, negatively impacting my credit score and causing financial strain. I feel frustrated and unappreciated for your treatment, which has greatly inconvenienced me as a retired individual. I urge for a swift resolution on your end to halt the harassment through calls, letters, and collections affecting my credit. My wife is disappointed, and this situation has put a strain on our relationship. Your prompt attention to this matter is greatly appreciated.

Last July, I updated my service address following a move. I noticed charges in July for $73.26 and multiple charges in August - on the 10th for $53.90, the 20th for $60, and the 26th for $55. In September, my account was suspended after my gateway was stolen. Despite contacting customer service and providing a reference number from law enforcement, charges continued to accumulate without the equipment. My last discussion with customer service was in January [redacted] and the total unauthorized charges since the suspension amount to $1,[redacted].13. I am disheartened by this situation and am requesting a full refund rather than a credit as previously suggested by customer service. Due to being unable to receive equipment at my address, I can only collect it from a local store. If the charges persist without reimbursement, I will be forced to seek legal help. Thank you for your assistance in this matter.

Due to a motorcycle accident on May 15th, I was in a coma and ICU for some time, causing a miscalculation in my payment arrangement. I have recently returned to work but need a phone for communication. While I can make a substantial payment today, paying the entire balance is not feasible as I have not worked for two and a half months. I can contribute $[redacted] to $[redacted] today and settle the rest in 14 days. My T-Mobile number is [redacted], and I am the primary account holder.

Subject: Assistance Needed to Activate Physical SIM Card To T-Mobile Customer Support, I hope this message reaches you well. I am seeking your help to activate my physical SIM card for my T-Mobile mobile service. After receiving a physical SIM card from T-Mobile, I am looking to activate it for use with my current T-Mobile account. However, I have faced challenges in completing the activation through self-service options. I would appreciate your support in activating my physical SIM card. To facilitate this, I have included the relevant details below: Account Holder's Name: Purna Phani Raju K Account Holder's Phone Number: [redacted] SIM Card Number: [redacted][redacted]57F I understand there may be additional steps needed for successful activation. If there are specific instructions or documents required, please inform me, and I will comply promptly. Additionally, I would like to inquire about any potential fees related to activating a physical SIM card. If applicable, kindly share the details for my awareness. Thank you for addressing this matter and assisting with the activation of my physical SIM card. For further communication or inquiries, please reach me at [Your Contact Number] or [Your Email Address]. I appreciate your timely help. Looking forward to your response. Best regards, [Your Full Name] [Your T-Mobile Account Number, if applicable]

I am a customer who pays my bills through auto pay. I keep receiving emails requesting me to contact you about setting up auto pay, which is confusing because no changes have been made on my end. Currently in the hospital emergency room without access to my important contact information and passwords, dealing with major health issues and relying on my Tmobile phone to stay connected with my family during medical procedures, I find it frustrating that TMobile keeps bombarding me with these emails. The requirement to call and log in with a password is inconvenient as I don't always have this information readily available when I'm away from home. It feels disrespectful and distressing to be constantly reminded that my fully paid service could be disrupted if I fail to connect with TMobile in these circumstances. Please stop sending these unnecessary reminders. If TMobile no longer values me as a loyal paying customer, kindly inform me officially and lawfully, especially during such a challenging time when my health is at risk. Your current approach seems insensitive, and I urge you to reconsider your communication strategy. Thank you, Ramesh (Ray) S.

I am experiencing a complete lack of network connectivity and it seems that my SIM card has been cancelled without my knowledge. It is urgent that this issue be rectified immediately. Yesterday, when I cancelled an order for a second line, somehow my primary line was also deactivated. This has left me unable to make or receive calls, which is incredibly concerning as I rely on my phone for medical emergencies. I am disappointed by the disruption in service and expect to be compensated for the time I have been without it. I urgently need to know when this matter will be resolved, as I have already missed critical calls and messages.

Hello, my name is Lloyd B. A few months ago, my family invested in T-Mobile for our internet service. Unfortunately, the first gateway we received stopped working. After contacting T-Mobile, they agreed to exchange it under warranty. When the replacement gateway arrived on 4-28-[redacted], it also did not work. We discovered that both gateways had faulty sim cards when we visited our local T-Mobile store in Gastonia, NC. They replaced the sim card in the second gateway, which resolved the issue. Following their instructions, we returned the first gateway to a UPS store on the same day, 4-28-[redacted]. I have proof of shipment with tracking number 1ZX1392Y[redacted], showing it was delivered to Fort Worth on 5-4-[redacted] at 9:40 am. Despite this, we have received emails about being charged for the missing gateway. I have made multiple calls to T-Mobile, with the latest conversation with Dayshawna and their supervisor Vance on 7-5-[redacted], where they promised to call back but didn't. We are frustrated as our credit card has now been charged for the gateway. We value our T-Mobile internet service but need assistance to resolve this issue before considering legal options. How can we find help in resolving this matter?

I am frustrated because I consistently pay my bill early every month, yet I received a notice claiming that I missed a payment this month. I made the payment from my checking account on July 11th. I don't understand why there is an additional charge for interest when I already settled the bill. I refuse to pay any extra fees just to speak with a representative. After a long day at work, I'm too exhausted to deal with this. I need to leave immediately, find a mobile office, and resolve this matter in person.

I bought an A32 from Craigslist advertised as unlocked for any carrier. Unfortunately, it is not and I cannot contact the seller. The IMEI is clean, but unlocking the phone requires extra money after being scammed. I can't afford more expenses and only T-Mobile seems to offer a solution. I lack an account and only need a SIM unlock pin.