T-Mobile Customer Service Issues

I discontinued my autopay and paid a bill in person, but my service got cut off despite making the payment. I informed them about it, but they claimed to have no record of it, insisting on a receipt. The staff were impolite and failed to mention any ongoing promotions when I bought two new phones. They also miscalculated my bill compared to what was supposed to be charged on autopay. As a loyal customer, I am disappointed by this experience and hope the company addresses the behavior of these employees promptly to avoid further issues. I would appreciate a call to discuss this matter. Thank you.

I am seeking help to unlock my Samsung Galaxy Grand Prime SM-G530T. My mother sent it as a gift from the USA for my birthday, and I live in Poland. The application "Unlock Device" is not functioning and shows an error. I kindly request assistance from customer care. Additionally, the phone does not work with a Polish T-Mobile card. My old phone is lost, so I am unable to use that as an alternative. I apologize for any language errors. The phone details are as follows: Galaxy Grand Prime, Model: SM-G530T, IMEI: [redacted][redacted]/09, S/N: R28G91ENJBK. Thank you for your help. Adrian D. from Poland.

We recently switched to the military plan and are facing billing issues. Our account is being charged for both the non-military and military accounts, even though they are the same. Despite being assured that the changes would be instant during the switch, we were charged $[redacted].00 on 8/23 and are scheduled for another $[redacted].00 withdrawal on 8/26. We have spoken to multiple representatives, receiving conflicting information each time. The frustration grows as we are being double-billed for the same lines and phone numbers in a single month. The attempt to justify these charges by a customer service representative was particularly upsetting. Please rectify this situation promptly to avoid legal action. We expect clear communication and accurate billing from your staff.

Hello, I purchased a prepaid T-Mobile number (+1 [redacted]) to use in Canada from July 4th to July 8th for $81. I found the cost quite high for just 5 days, especially since I needed it for work and communication during my solo trip. However, I faced issues with the internet on July 5th and July 6th despite reaching out to customer service and the store in Pittsburgh that I got the sim from. This lack of connectivity caused me a lot of stress in a foreign country where I couldn't reach anyone in the US or India, impacting both my navigation and work plans. I ended up relying on Starbucks wifi, which was not ideal given the amount I paid for the T-Mobile service to avoid such problems. I am requesting a refund as I feel the service did not meet my expectations and caused significant inconvenience during my trip. Thank you, Nishtha

I reside in Brooklyn, NY and contacted a T-Mobile representative on Wednesday, 8/22/18, regarding my bill. Despite being advised by overseas representatives to pay $[redacted] to avoid service interruption, when I called back on Friday, 8/24/18 to make the payment, I was informed that the full amount was required. When requesting to speak to a supervisor, I was connected to Brianna from the Chattanooga, Tennessee office. Brianna's lack of professionalism and refusal to transfer my call left me feeling upset. As a long-standing T-Mobile customer, along with others I know, we expect better treatment from out-of-state representatives. My contact number is [redacted], and I was also told that my previous call with the overseas representatives wasn't documented.

I attempted to speak with a representative about an issue with my previous phone number. Initially, I opted for T-Mobile to call me back due to high call volume. After being called back, I waited for 10 minutes to speak with a live person. Upon explaining my issue, I was transferred to the prepaid account service and waited an additional 30 minutes with no resolution. T-Mobile, you used to be my preferred company. What has changed? Do you think gaining popularity involves wasting your customers' time? First, my account was not canceled upon request, with blame placed on me. Now, I am left waiting endlessly on the phone. I previously thought at&t was lacking, but in comparison to your current practices, I am considering returning to at&t. Moreover, I am unable to locate your email address on the website, hindering communication with customers. It feels like you prefer automated interactions. While I will settle the bill, the experience has prompted my family to switch to other providers. Anyone but you!

I recently joined T-Mobile today at store [redacted] in Texas. My experience with Justin was extremely disappointing. He was unprofessional and aggressive, even to the point of downgrading me and demanding personal information. He then refused my service because I only had a paper ID and didn't want to enter it into the system. Another employee advised Justin to handle my case, and I felt disrespected and uncomfortable by his behavior. I considered leaving but needed a phone. I am appalled by the lack of professionalism displayed by Justin and will be advising my family and friends to avoid this location, possibly even considering switching to a different company. This behavior is completely unacceptable and shows a disregard for the integrity of the business.

My LG K30, which is only 3 months old, suddenly shut off and won't turn on. Before it happened, I kept getting a "No SIM card" error while texting. After a restart, the phone briefly showed "No service," but then booted up fine. I managed to send the text I wanted to but when I tried to turn off the screen, it never turned back on when I picked it up. It's been 2 hours, and the phone remains unresponsive. Unfortunately, I can't call tech support now as I'm alone without a landline. I hope someone from tech support can reach out to me. My email is [redacted] I will wait for further instructions here. If email is not an option, please contact me another way. Thank you for your assistance. Megan K. [redacted] (On a family plan under Michael K., but authorized to seek support independently with the security password)

I previously set my SIM pin to outsmart a potential hacker. However, it somehow led to me being locked out of my account with a PUK code after my phone was reset. I'm in a rush to regain access before I'm locked out again for the fourth time in three days. My phone number is [redacted], and my name is M.L. Unfortunately, my phone is unusable currently. Despite being on Wi-Fi, I can't get far enough into the setup to enable important functions. I would appreciate assistance either resetting the SIM card or activating another available one. Thank you for helping me in this frustrating situation.

I have been a customer for about 5 years with 5 lines on a family plan. Last Sunday, a customer service representative advised me to call back on Wednesday to set up payment arrangements. Unfortunately, when I called yesterday, I was placed on hold for 1 hour and 32 minutes without anyone coming on the line to assist with the arrangement. As a result, today my 5 lines were disconnected and I am now facing reconnection fees totaling $[redacted]. Given that I struggle to make on-time payments due to the number of lines I have, totaling a monthly bill of around $[redacted], this situation is very challenging for me. I spoke with a lady named Bonita, ID [redacted], who was unprofessional and lacked empathy. Despite explaining my situation, she did not offer any solutions or understanding.

To Whom It May Concern, On August 25, [redacted], I visited your store on Watson Road in Buckeye, AZ, intending to purchase a new phone and upgrade my plan to the military plan. Despite the salesperson initially assuring me it would be a quick process, it ended up taking over two hours. Not only was my new phone not set up correctly with the ported number, but there was also an extra phone added to my account without my consent. Additionally, there was a negative interaction with a friend of mine who was called a liar over a password. Frustrated, I visited your store at 43rd and McDowell, specifically speaking with Luis A, who had provided excellent service in the past. With the help of Luis A and Manager Daniel, most of the issues created at the previous store were resolved within 45 minutes. However, the extra phone added to my account still remains unresolved. Despite these challenges, the staff at your 43rd and McDowell location was exemplary and provided great customer service. Thank you, James Ackermann

Dear Sir, I am writing from India regarding an issue with my Samsung Galaxy S8 Plus, sent to me from the USA by my uncle. I am unable to unlock it using the Device Unlock app. After contacting my uncle, he reached out to T-Mobile, but the provided information was not helpful. I spoke to a T-Mobile online agent who mentioned a possible error from customer care and advised me to reach out to T-Mobile for assistance with unlocking the device for other networks. Below is the response received from T-Mobile about unlocking the device using the Device Unlock app. I kindly request your help in resolving this matter promptly. Sincerely, Amalji Aravind, India

Dear Sir, I am reaching out from India concerning an issue with my Samsung Galaxy S8 Plus from T Mobile. My uncle sent it from the USA, and I am unable to unlock it using the Device Unlock app. After reaching out to T Mobile, they provided an email stating no unlock code is available for this model, and it can only be unlocked using the app on the device itself. The T Mobile agent suggested contacting T Mobile directly to resolve the issue and assist with unlocking it for other networks. The email we received outlined the steps for unlocking and mentioned both temporary and permanent unlock options. I kindly ask for your prompt assistance in resolving this matter. Best regards, Amalji Aravind India

On 8/29/18, my father and I went to the T-Mobile store at [redacted] Dixie Hwy, Louisville, KY [redacted]. We wanted to switch his plan to T-Mobile. My dad told Troy that he wanted to keep his current device. Troy asked about the current service with Metro PCS. After some issues, we found out the phone couldn't be unlocked. We had to buy a new phone. Troy blamed my dad for not knowing. No apology was given. Troy chose a device without asking my dad. We now have extra charges. My dad didn't want this. Despite being a T-Mobile customer for 3 years, we are disappointed with the service.

I am a missionary in Haiti, spending 10 months in the country and 2 months in New Hampshire during the summer. Last summer, I bought a new unlocked cell phone (T-Mobile) to use in both places with 2 SIM cards. I need information on reactivating my US SIM card in June before I arrive in the US. Two different instructions have come my way, and I am unsure which one to follow. One method suggests that either I or a friend in the US can call, go online, or visit a T-Mobile store with my cell number to reactivate my T-Mobile service for 2 months before my return. The other option is less appealing, mentioning a requirement to keep paying a base amount all year (which would total $10 for 3 months or more than $30 a year) before returning. Thank you for your help.

I had trouble canceling my trial on the phone app, so I proactively emailed customer service a month before it ended to avoid missing the deadline. The representative responded and confirmed they had canceled it on their end. Despite this, when the trial ended, I was still billed for the premium service. With no phone support and limited internet access, I had to rely on email communication through the web contact page, which did not provide a resolution. Eventually, I managed to access a computer elsewhere and removed my bank card, resulting in the premium account being cancelled. Although the charge of $10.81 should not have occurred, I need support to reverse this charge, as I have taken the necessary steps to cancel the subscription again.

I have reached out to the CEO regarding the poor customer service experience I continue to face. I am currently dealing with a payment arrangement issue due to unforeseen circumstances including the recent loss of my brother. Communicating with customer service has been frustrating as I receive conflicting information with each call. I explained my situation last week, arranging a payment plan, but now I am unable to make the payments on the agreed dates due to financial constraints from traveling for the funeral. Although a representative reassured me and noted the changes in the system to avoid service interruption, I am concerned about potential disconnection if I can't pay by the 18th. My overall satisfaction with T-Mobile is dropping as these issues persist. I believe the customer service team needs retraining or to offer reference numbers for better accountability. I hope my concerns are understood and addressed promptly. Thank you for your time. -A.A. from Wichita Falls, Texas

We were interested in the new LG G7 ThinQ with the buy one, get one promotion. Upon visiting the T-Mobile store, we received pricing details and trade-in allowance for our phones at $25 each. Despite being told to expect a call once the phones were in stock, we never received one. Upon returning, we were informed that the promotion had ended. Later, we learned it had resumed and decided to buy the phones with a trade-in, senior, or military discount. However, when we tried to make the purchase, the store ran out of the color we wanted and failed to follow up as promised. They explained they had lost our number, despite our loyalty for many years. Although the monthly payments with the discount were favorable, they refused to honor the $25 discount for each phone due to a decrease in their value. Feeling disappointed and expressing our frustration, we contemplated not purchasing the phones. Being seniors in our 80s, saving money is crucial. We understand it may not change anything, but wanted to share our experience with T-Mobile as we feel the situation was unfair. Thank you for your attention.

I was informed about a promotion with Nexflix but have been experiencing conflicting information. Despite being initially told I wasn't eligible, a T-Mobile representative called back after my complaint and assured me they would honor the promotion. I was asked to give them a day to update my account and to follow a link provided in a text message. However, upon doing so, I was informed that I am not eligible. The inconsistency is frustrating, especially after being given reassurance. This experience has left a negative impression on me as a new T-Mobile customer. I hope this situation can be resolved promptly.

I switched from Sprint to T-Mobile in April and was promised a VISA PREPAID card as part of the deal. Despite being told the information was submitted for the card, it never arrived. After following up multiple times, I was consistently given a 15-30 day timeline for the card to arrive, only to find out in September that it was actually a MASTER CARD VIRTUAL CARD, not the VISA card promised. This misinformation from customer service has been frustrating and unprofessional, especially considering I switched to T-Mobile for this offer.