T-Mobile Customer Service Issues

To T-Mobile Customer Service, I am facing an issue with texting where my messages are appearing encoded in Chinese characters without my input. I received a response from the texting helper explaining that T-Mobile's encoding is causing this problem. Until it is fixed, they recommend sending shorter messages or using alternative platforms like Twitter, Telegram, Messenger, or LINE. I appreciate any assistance in resolving this issue. Thank you. Sincerely, Barb

I have a monthly auto-pay plan with T-Mobile for $40 plus taxes charged to my credit card. Despite updating the expiration date to 7/[redacted] in June [redacted], I keep receiving notifications that my credit card has expired. After numerous calls to customer service, my card is still not being updated on their end, resulting in service interruptions. I have missed important calls and texts due to this issue. Contacting T-Mobile's assistance has not resolved the problem, as calls are routed to overseas call centers. I urgently need this issue to be fixed permanently to avoid service disruption. Please call me at [redacted] today to address this problem promptly as my service might be interrupted again tomorrow, despite assurances given last month.

My name is Paul Dalton, and I recently switched to T-Mobile from Virgin Mobile. I purchased an unlocked phone from Amazon and encountered issues with connecting to the correct towers. Despite opening a prepaid account with T-Mobile, I have been facing ongoing connectivity issues, possibly due to an incorrect initial setup by a T-Mobile agent. I urgently need assistance troubleshooting my device as I am unable to connect to the correct towers even after multiple attempts and being disconnected several times. As of now, I can make calls and send texts, but I cannot use the internet as it prompts me to connect to the AT&T network. This has been a persisting issue every time I try to access the internet.

Hello, I was a satisfied customer of T-Mobile before relocating to Salt Springs, Florida, where I struggled to find coverage until Verizon established a tower. Unfortunately, the transition to Verizon has been disappointing. Previously, with T-Mobile's over 55 auto pay plan, I consistently paid $50 per month. However, Verizon's billing process has been problematic. Despite signing up with a credit card and later switching to a debit card for auto pay, they have been deducting funds from both accounts. In July, I was charged $[redacted] and $[redacted] on separate occasions, leading to a total purported owed amount of $[redacted], with over $[redacted] supposedly past due. This experience has been frustrating. I urge T-Mobile to consider expanding their coverage in this area as many potential customers would eagerly switch, including myself. I am even willing to advocate for T-Mobile door to door to promote their service.

My phone continues to have issues with the internet, showing 4G service bars but having no connection. Despite restarting my phone and clearing the cache, the problem persists. I've contacted customer care multiple times and only received a $50 credit for a hotspot usage issue I did not cause. The ongoing problems with my phone persist, and I'm considering switching carriers. The scripted responses I receive offer no real solutions. I've also discovered I've been paying for Netflix when it could have been free through T-Mobile, which I was never informed about. I need my phone fixed and this billing issue resolved promptly.

I was assured that my services would not be suspended, but when I tried to make a call this morning, I found out they were disconnected. After contacting T-Mobile, the customer service agent informed me that I needed to make a payment to have my services restored. I explained that a representative had previously assured me that my account would be put on hold until the specified date without any issues. However, T-Mobile is not acknowledging the notes in my account history and is not honoring their commitment. Their lack of customer service and commitment is disappointing. T-Mobile's customer service has been far from satisfactory and they have not kept their promises.

I am very disappointed in T-Mobile's customer service. In December of [redacted], I purchased a phone from an individual after having them meet me at a T-Mobile store for a check by a T-Mobile representative. They assured me the phone was clean, but did not mention it was still under contract with T-Mobile. Eight months later, my phone stopped working. When I contacted T-Mobile, they informed me it was blocked. I explained I trusted T-Mobile when I made the purchase and asked for help, but was told there was nothing they could do. If the representative had informed me the phone was not available for purchase until the contract was paid off, I would not have made the purchase. My business relies on this phone and I even purchased an extended warranty with Apple.

I have been with T-Mobile for over 5 years, but I only transferred my responsibility to my current line in March. While on a cruise from 7/9-7/13/18, I started receiving unexpected charges, first while in Key West, then later in Mexico. Despite receiving a text saying there would be no extra charge in Mexico, I was still billed over $[redacted]. After long calls with Gen, Edward, and manager Caroln from the Philippines who confirmed the charges, I am frustrated and feel cheated. I was in the US when the charges started, and even after the text about Mexico, I was still charged. I acknowledge being on the cruise but question the charges if I was not close enough to the towers to avoid them. I want this resolved promptly. Please contact me at [redacted] or [redacted] Thank you.

Hello, I recently ordered TWO pay-as-you-go sim cards from t-mobile. Despite being charged $26 on July 16, I only received one sim card. Over the course of multiple phone calls lasting 1.5 to 3 hours each, I spoke with approximately 15 representatives but did not receive a resolution. On the sixth call, I spoke with a supervisor named Lisa B (ID: [redacted]) for two hours before the issue was identified, but she did not follow through on her promise to call back and resolve the problem. Due to the lack of response and inability to resolve the issue, I purchased new sim cards and plans from a store. Although I contacted t-mobile for a refund, I was only offered $13. Despite explaining that the error was on their end, the refund was insufficient. The customer service experience has been extremely frustrating, with representatives providing ID numbers that lead nowhere. After more than 15 hours spent dealing with this issue, I am dissatisfied with t-mobile's service and lack of respect for customers' time and money. I am considering switching to Sprint due to this negative experience. Thank you,

Dear T-Mobile Customer Relations, I recently activated 6 lines with T-Mobile but have been experiencing various issues with my phones, particularly Samsung 7 and other models. Despite spending hours troubleshooting with customer service, the problems persist. I am disappointed with the lack of resolution and compensation offered for the inconveniences faced. The perceived unethical practices, such as misleading compatibility claims and requirement to purchase new phones, have left me dissatisfied. After several attempts to seek assistance and no callbacks, I am considering canceling all 6 lines due to the poor service received. I would appreciate a call to address these concerns. Thank you, DR

I have been expecting a 15% military discount since [redacted]. Initially, I received a credit of $[redacted] for one year, and I am now supposed to receive an additional credit of $[redacted]. Both a representative and a manager assured me that upon providing my military identification for verification, I would receive the $[redacted] credit. However, T-Mobile has not followed through on their promise. Despite submitting all necessary documents, I have been struggling with this issue for three months now. I have requested for phone calls to be reviewed to validate my claims, as I believe the notes made by representatives contain false information. As a disabled veteran, I am profoundly disheartened by the treatment I have received from T-Mobile. I simply seek what is rightfully mine, not more. I have even begun the process of informing the media about my experience to shed light on how T-Mobile is mistreating veterans. It saddens me how poorly T-Mobile, its representatives, and managers have handled this situation. Despite my repeated requests, no action has been taken to investigate this matter. I eagerly anticipate the public seeing the truth about T-Mobile and how they treat disabled veterans. Thank you for your attention.

I recently started a new pay-as-you-go service with T-Mobile but faced numerous challenges with transferring my number from TracFone. Despite adding $30 to the account and being able to make calls, the number was not functional. After multiple failed attempts to resolve the porting issue, I visited a T-Mobile store where an employee spent significant time troubleshooting and eventually assigned me a new number through a SIM card exchange, requiring an additional $10 payment. I was promised a callback from a supervisor to address the $30 credit issue but never received one. Despite further efforts with customer service, including ticket numbers and assurances of resolution, the problem persists. I am unable to set up the new number on the website due to ongoing issues with the previous ported number. The lack of communication and unresolved issues have been frustrating in this process.

I received an L G Aristo for free at T-Mobile in Baytown, TX, but after paying $[redacted].25 for prepaid service, I discovered the phone service is poor in my area. I tried to return the phone and get a refund for the prepaid service, but was told it's not possible. I'm 70 years old, on Social Security, and can't afford to lose this money. I've had to rely on my friend's phone to contact customer service. Please assist me in getting a refund. My details are as follows: James H., Phone: [redacted], Account: [redacted], Pin: [redacted]. I paid in cash. My address is PO Box [redacted], Wallisville, TX [redacted]. You can reach me at [redacted] Thank you for your help. James H.

On July 3, [redacted], my LG Leon stopped holding a charge, so I visited the T-Mobile store on S Sam Houston Parkway. I was informed that the battery was no longer available but would be replaced under my insurance and jump program, with a $7 shipping fee. Upon returning on July 14 for data transfer, I was charged a $5 service fee but encountered issues with the new phone. On July 31, I received an LG K30 through the jump program but preferred the Galaxy J7; however, it was unavailable, with the option to return within 14 days. During a trip to Oklahoma on August 2, customer service advised returning the phone there, attempted on August 10 and 12. Following communication with CS, a Galaxy was ordered, charging $32, with a $[redacted] credit offered for keeping the LG K30. However, the credit could only be applied to the balance, not the J7 as desired. The issue stemmed from the phone, not future obligations. I request the credit to be applied to the J7, and removal of all costs related to the LG K30, as I require only one functional phone, not two. Unclear communication from CS has provided limited solutions to my concerns.

Regarding LG V10 (LG-H901) I recently discovered that there was a recall issued for my LG V10 phone. Since day one, I've had continuous problems with this device. Despite being a loyal T-Mobile customer for nearly twenty years, I have only received multiple exchanges of the same flawed phone model. There was even a time when I was offered a downgrade instead of an equal replacement. The pattern of inadequate exchanges raises concerns about the lack of customer support in resolving this ongoing issue with a suitable replacement. If a product recall is in place, shouldn't the retailer, distributor, or manufacturer offer customers like me a comparable alternative? Customers should not have to endure spending a significant amount on a malfunctioning device and its accessories. It's disheartening to realize that the primary focus appears to be on profit rather than customer satisfaction. When investing in a phone and its accessories alongside costly monthly service plans, customers rightfully anticipate more substantial customer care.

I am disappointed with my recent customer service experiences at T-Mobile. Last week, on 8 August, I contacted them due to phone issues. Despite explaining the problems, such as my phone turning off and not charging, the representative was unhelpful and tried to upsell products. After a lengthy 45-minute call, I was eventually transferred to a supervisor who couldn't provide the solution I needed regarding the ongoing iPhone 6 promotion. When I visited a T-Mobile store on 13 August, Sung, a great sales representative, tried to help me with a battery warranty exchange, which the customer service representative denied. This frustrating experience, not being informed about the replacement phone lacking a battery, left me dissatisfied. Despite liking the T-Mobile Military ONE plan, poor customer service may lead me to switch to a carrier that values me more.

After signing up for T-Mobile and purchasing an LG Aristo 2 at the Bite of Seattle due to the advertised military promotional offer, I encountered a salesperson who used overly aggressive tactics. Despite being a family member of a U.S. Marine actively serving, I was wrongly informed that I did not qualify for the military promotional offer. Additionally, I felt I was overcharged for the LG Aristo 2, a product I now find to be of poor quality. This experience has left me feeling disrespected as a military family member and highlights an issue with T-Mobile's customer service. It is disappointing and unacceptable that T-Mobile representatives would treat military families this way. This disrespectful treatment is unsatisfactory and a disservice to all military families.

I signed up with T-Mobile in May with the understanding that my bill would be due 30 days after activation. However, I repeatedly received bills due 20 days later. After numerous calls to correct this, I was assured the issue was resolved, but it continued the following month. Eventually, after more calls in late July, I was promised the bill would be fixed, and I wouldn't owe anything until August 7th. Despite this assurance, I later received a bill due on August 23rd that didn't align with what I was told. When I went to return the phones as requested in a letter, I faced obstacles in-store and on the phone, leading to frustration and inconvenience. I suggested mailing the phones back if T-Mobile covered the cost, but was told to return to the store instead.

On July 28, [redacted], I visited the El Centro office due to audio issues on my phone. After tests, I was advised to get a new SIM card. Despite the news of my father's passing and the urgency to make funeral arrangements, I cooperated. The store confirmed no water damage and offered an iPhone 8 as a replacement. Feeling overwhelmed, I accepted. The next day, I returned to San Diego and asked about returning the phone, but was met with a $50 restocking fee. Frustrated by the service and lack of empathy, I exchanged the phone for my old one. Despite seeking assistance from multiple T-Mobile representatives, I was left dissatisfied. I feel undervalued as a loyal customer and am considering switching to a competitor that values my business. Additionally, I was overcharged even after paying the restocking fee. Disappointed in the overall experience and lack of resolution from T-Mobile.

I am experiencing unfair treatment due to credit issues. The legal team has sent me a letter regarding the numerous calls I made to resolve the matter related to my credits. Despite being loyal for over 18 years, I was poorly treated by supervisors named John & Victor. They were unprofessional and condescending. I was informed I had $2,[redacted] in credits but all disappeared by July [redacted]. While some representatives were helpful, others were not, leading to a difficult situation. I request to be transferred to a different day shift team and seek a detailed apology from the legal team for their threatening note. My August bill needs addressing, and I may return my phone due to dissatisfaction. Resolving these issues might encourage me to stay with T-mobile, like the possibility of getting the Note 9 and an additional line. I hope my provider values my loyalty and addresses these concerns promptly.