T-Mobile Customer Service Issues

I recently signed up with T-Mobile in late January, taking advantage of their promotion to cover the expenses for my phones from AT&T and the early termination fee. However, there have been numerous issues. Last fall, they mistakenly signed me up for new service without notifying me, resulting in an unexpected bill. In January, I received temporary phones from T-Mobile while they were supposed to transfer my numbers and information from AT&T, which did not happen. As a result, none of my phone lines have been working, my numbers were not transferred, and now I have bills from both AT&T and T-Mobile. T-Mobile also charged me for a full month's service for only one day in January, leading to overdue payments, disconnect/reconnect fees, and late charges. Despite reaching out to multiple employees, the problem remains unresolved. I returned the temporary phones to a local store, but they could not locate my account. I need assistance with this matter.

I requested a phone the size of 7 but received an iPhone 6s instead of the 7 I wanted. The associate didn't inform me about any available deals or promotions, which was disappointing. They advised me to return the iPhone SE I didn't want and assured me it would be removed from my bill. Despite my attempts to return it, the charge remained. I contacted customer service, but got no resolution due to a misunderstanding about buyer's remorse. Even though I purchased additional accessories, the SE charge was still on my bill. The lack of communication and follow-up by the manager or supervisor was frustrating. I've made multiple calls and spoken to different representatives, but the issue remains unresolved. I hope to find a solution soon.

My T-Mobile payment arrangement was scheduled for July 26, [redacted], yet I received a text today saying my phone was disconnected. The message stated I needed to pay $41.05 to restore service. After calling customer service, I was informed I must pay $[redacted] to have my service reactivated. I never received a notification warning me about the disconnection, or I would have settled it earlier. During my call, I spoke with Henry who insisted on the $[redacted] payment before restoring my service. Despite explaining that my payment wasn't due until July 26th and that the app specified a $41.05 charge, he was adamant. I find this unfair and request my phone to be reconnected until Saturday when I can pay the full amount.

I am currently using a prepaid plan as I am living outside the US temporarily. I pay approximately $3 per month to maintain my US number, which is [redacted]. My name is V. Schmidt. Previously, my friend C. Mitchell shared a plan with me, and his number is [redacted]. A couple of months ago, we decided to split the plan. I removed myself from the plan, but Chris retained his line. Despite our efforts, we faced challenges with T-Mobile allowing Chris to manage his line separately. We believed we resolved the issue, but T-Mobile continues to prevent him from accessing his account. They are claiming that he is not eligible to manage his own number account. Your assistance in this matter would be greatly appreciated.

I was informed that with a good credit score of [redacted], the down payment for an iPhone X would be around $[redacted]. However, upon checking, I was told it would be $[redacted].49. I am confused about the discrepancy and would like to understand the factors that determine the down payment when purchasing a new phone. Despite confirming with my credit reporting service that there are no issues or negative marks on my credit, I am unable to get a clear answer from your credit office regarding the difference in the down payment amount. I seek clarification on why there seems to be a discrepancy between what your store representatives initially advised and what is being determined when my credit is pulled.

My Galaxy screen has gone blank for the third time, and I'm frustrated that I have to pay for the malfunctions considering these phones were not designed to last. My phone is essential for my job, and it's frustrating that T-Mobile sells phones that are dysfunctional and then charges the full bill amount even when the phone is unusable. I am facing the same issue with my phone, and T-Mobile has not been able to resolve it. It's important for T-Mobile to be transparent with customers about the durability of their products. Customers should be aware that these phones may only last a year, despite the high cost. My phone has been out of service for a week due to tower upgrades, and T-Mobile is asking for a full-price upgrade. Overall, I am disappointed with the situation and the lack of resolution from T-Mobile.

I am experiencing multiple ongoing tech issues, possibly related to my phone. I am considering upgrading and potentially getting on a contract, although I am not currently on one. I am interested in a deal similar to Sprint's offer for the Apple iPhone X 64GB in Space Gray. I contacted my business account representative at T-Mobile this morning, but was informed she no longer works there. After being transferred twice, I was sent to voicemail. I called back twice more, with the first call including background call center noise, and the second resulting in silence after the introductory message. I am looking to purchase the iPhone X at the Sprint price and would like to be informed of my new business account manager.

I am reaching out because I have not received adequate assistance from either a retail location or customer service. My LG G5 is stuck in a boot loop, a known issue with LG, after a recent software update. I was told my only options are to purchase a new phone or use my insurance, which would cost $[redacted] due to a small chip on the glass. This minor chip does not affect the phone's functionality, and I was willing to continue using it. I am disappointed by the limited options provided when the issue was not my fault. I am requesting a replacement LG G5 that functions properly. My wife and I have been loyal T-Mobile customers since [redacted] (VoiceStream Wireless). Any assistance or guidance you can offer would be greatly appreciated. Sincerely, Joseph B.

As a long-time T-Mobile customer, I've faced an issue with my phone recently. Approximately six weeks ago, I had a dampness issue with my device and obtained a replacement through insurance. Surprisingly, less than six weeks later, the "new" phone is unresponsive and won't charge, despite no physical damage. I rely solely on my cell phone and feel frustrated and let down by this situation. I'm questioning if the replacement device was genuinely new or possibly a faulty refurbished unit. I urgently seek clarification and assistance from T-Mobile regarding this matter. Thank you.

As a senior with brain injuries, I requested a call from the district manager to explain a notice dated July 6, [redacted]. Despite expressing my concerns, there was no callback. During my visit to the California St. store in DT Denver, the manager, Jackie, refused to contact the district manager to assist me. She also dismissed my suggestion of placing a sign indicating the store entrance due to ongoing construction. Jackie's lack of initiative and empathy towards a disabled senior was evident. She adamantly stated, "I'm the manager, I won't call the district manager." I sought clarification on plan changes and felt the need to report this experience to the BBB. I mentioned to Jackie my disability and how the lack of appropriate signage, information, and the district manager's unresponsiveness violated my rights under the Americans with Disabilities Act. T-Mobile failed to accommodate my purchase preference and neglected to provide a senior discount promptly. I expressed my concerns about the lack of corporate status disclosure, along with suggestions for improvement, pointing out missed opportunities similar to Apple. It's disappointing that the CEO has not tapped into the senior market potential. There is a need for better customer service and inclusivity at T-Mobile, especially towards seniors and individuals with disabilities. - LindaLee Law

I have been in communication with representatives since January [redacted] regarding this issue. I initially opened an account for myself and a former boyfriend. Unfortunately, he turned out to be abusive, resulting in me being hospitalized. During this time, he accessed my information for tmobile and had himself removed from the account, leaving behind his accessories. Despite assurances from your representatives of a credit within 24 to 48 hours, I have yet to see any resolution. I have continued to be charged for his items even though he now has his own account. Before escalating this matter to the Attorney General, I am reaching out for assistance once more. As a single mother managing finances closely, I am in need of this credit. Kindly address this promptly. You can contact me at my Grandma's number, [redacted]. Thank you for your attention, I await your response. Thank you, Jesika Rios. My tmobile number is [redacted].

I have been a satisfied T-Mobile customer since [redacted]. However, in November/December [redacted], my flip phone broke, and I received a new flip phone with a different number ([redacted]/[redacted]) and switched to a pay-as-you-go plan. Despite never having issues with my previous $19.99 plan, I have been experiencing constant "searching" on my new phone, making it difficult to make important calls. Although T-Mobile attempted to diagnose the problem in December, the issue persists, rendering my phone unusable for weeks now. I still have credit remaining but cannot access the exact amount due to the ongoing searching problem. During a recent call to T-Mobile, I was transferred between departments, subjected to long hold times, and faced difficulty providing my PIN. I am disappointed with the unreliable service I have endured for the past seven to eight months and am considering switching carriers. I request a refund for the remaining credit and the months where my phone was practically unusable. Any assistance in resolving this matter promptly would be greatly appreciated. Thank you. ~C.W.

I purchased a faulty phone under warranty. I was advised to pay $20 at the store for quicker service, but it was not true. Despite waiting two weeks, the new phone arrived without a battery. After transferring photos from my late spouse, I discovered the internet did not work. Customer service transferred me to tech support. After resetting the phone as instructed, all photos were lost. Multiple attempts to speak to a supervisor ended in disconnection. The customer service experience was unacceptable, and the loss of valuable memories is distressing, especially due to incorrect tech support advice. Requesting corporate contact details was met with resistance. This frustrating ordeal lasted from 4:30 p.m. to 10:00 p.m. and ended unresolved.

I recently purchased a one-month pre-paid plan at the Newbury St. store in Boston on 7/28 (CTMY60IX079886). I was assured that there would be coverage in Belfast, ME, where I am until September. Unfortunately, T-Mobile does not work in this area, so I had to buy a Verizon phone with their one-month plan for $64. T-Mobile did work briefly while I was in upstate NY. I am not expecting a full refund, but I believe I should receive a pro-rated refund to offset the charge of $53.13 on my Mastercard ending in [redacted]. Thank you for addressing this promptly. While at the Verizon store in Belfast, I noticed other customers facing the same issue. It may be beneficial for your sales agents to be more informed about T-Mobile coverage gaps in Maine. Best regards, D. Murphy

I am facing a significant issue with a new T-Mobile branch in Cheney, WA. I am heading there now for a final resolution. If I do not receive proper assistance and if the employees continue to deceitfully misrepresent products and services, I will report T-Mobile to the BBB and CPA. The young and incompetent representatives at this Cheney location have caused me mental anguish over the past two days. Despite being initially pleased with the service, I have encountered arrogance, lack of knowledge, and a lack of available merchandise at this store. They make offers, then claim they are out of stock, damage screen protectors, and manipulate sales details. I refuse to tolerate this behavior and believe they are dishonest with customers. The manager, Nick, also avoids addressing issues and displays arrogance. I will not return to this Cheney store and will instead travel to Ruby and Mission locations for any future business unless there is a significant change in the staff at this branch.

I have been a loyal customer of Verizon for the past 13 years, but recently switched to T-Mobile to save money. Before switching, I made it clear to the T-Mobile representative that I needed to ensure that my pictures and voicemails, especially those from my late relatives, would not be deleted. Despite being reassured, upon switching, I discovered that all my voicemails had been deleted. When I contacted T-Mobile, the technician I spoke with was rude and unhelpful, insisting that I should have saved my voicemails to iCloud. I am extremely upset and disappointed about losing these precious voicemails and also about the lack of empathy shown by the T-Mobile employee. It seems crucial that employees selling phones should be knowledgeable about these matters to properly assist customers. I am now considering returning to Verizon due to this experience and the mistreatment I faced. Is there any possibility of retrieving my lost voicemails? I urge T-Mobile to address this issue promptly. The account is under my boyfriend's name, Justin Homerston, a veteran. Thank you, Nicole Trainor

I recently purchased a property in an area where I later discovered that T-Mobile does not provide service. After visiting a store in Fayetteville, NC, I was informed that the area is a dead zone and that I would need to switch providers. Consequently, I switched to Verizon, which covers the area and its surroundings. Despite this, I received a T-Mobile bill on July 31st for $54.34, even though I had switched my service on July 21st. I believe I should not be responsible for this charge, as I only switched providers out of necessity. Your help with this issue would be greatly appreciated.

I switched from AT&T on June 23, [redacted] and provided the store with a copy of my last bill on June 25. They submitted the payoffs for my phones, but there was an error with the system. Customer service representative Summer was supposed to fix it, but as of today, August 6, my phones have not been paid off. Now, AT&T is sending the outstanding bill to collections. I've been in touch with Sommer at customer support, Kurt the store manager at Ocean County Mall in Toms River, NJ, and Mike the salesman. They assured me the process would be smooth, but this has been a joke. My contact number is [redacted], and my address is [redacted] Costa Mesa Dr, Toms River, NJ. Please review my file; it has been like this for 6 weeks now. Thank you.

I contacted T-Mobile regarding an issue with my iPhone 8 Plus not charging properly. I've tried using 6 new charging cords without success. After speaking to a T-Mobile representative who transferred me to tech support, we went through troubleshooting but couldn't resolve the problem. I was then referred to Apple for service. However, the nearest Apple service center is 30 miles away and sending in my phone for repair would leave me without a phone for weeks, which is not feasible. Apple's solution of holding the entire cost of the phone on my credit card until the repair is completed is also not viable for me. As a loyal customer of 16 years, I expected T-Mobile to provide a replacement phone without requiring a hold on the full amount. I was surprised to learn that Apple and T-Mobile are separate entities, making it challenging to replace my phone through T-Mobile. I hope to find a resolution to this issue without incurring additional costs or having funds held up for an extended period.

I am still waiting for a refund of $45.35 that I requested over two months ago. I have contacted T-Mobile 50 times, and every time they tell me, "Your refund is being processed." Currently, I am on hold with T-Mobile for over 40 minutes. My name is Thelma 5, and I live at [redacted] Bear Creek Rd East Lot [redacted] Tuscaloosa Alabama [redacted]. I signed up for prepaid service on 6/2/[redacted], paid $45.35, received a SIM card, which didn't work in my phone, and requested a refund on 6/10. Despite assurances, the refund has not been processed. I am frustrated and considering legal action. The small claims court is not an option due to an 8-month backlog, so I am exploring other legal avenues. I have documentation of my calls and even recordings. At 67 and disabled, I depend on my phone service and cannot switch providers until I receive my refund. Please assist me in resolving this issue promptly. Thank you.