T-Mobile Customer Service Issues

I have been a loyal customer of T-Mobile for 18 years, and my children travel to Mexico annually. I contacted customer service to verify our coverage to avoid unexpected charges during their trip. I am frustrated with an ongoing billing issue that has caused me stress for the past 3 months. Each time I reach out for assistance, I pay my bill, but the problem persists. I believe there is an error in my charges, and I am tired of explaining the situation repeatedly to customer service, spending hours on the phone every month. Receiving a T-Mobile bill now fills me with dread as I anticipate more stress. This extended billing problem is the most troublesome I have encountered in my long tenure as a customer. Moreover, I faced the additional issue of my missing payment, which required multiple visits and conversations to locate. I am disappointed with the level of service I have received from T-Mobile after all these years.

I transferred my service to T-Mobile from my daughter's AT&T account. We signed up for the senior plan with the expectation of receiving the MLB deal instead of Netflix. Unfortunately, I faced delays in receiving confirmation after canceling my AT&T number. T-Mobile informed me that the MLB deal was no longer available and that my AT&T Samsung Note would not work with their service. This forced me to purchase a new Samsung 9 to have a functional phone for travel. Customer service mentioned I could be reimbursed for the remaining balance on both phones with receipts, but AT&T could not provide one for my daughter's phone. The $[redacted] spent on the new phone, case, and upgrade kit compounded my frustration, especially since I missed out on the promised deals and discovered limited data coverage at my summer camp. Furthermore, I encountered issues with my T-Mobile website login, making it difficult to seek help online. Overall, the experience felt like multiple bait-and-switch tactics.

I utilized the online chat support and was informed that I had purchased a month of prepaid service along with a SIM kit. Despite the payment going through, I have not received the SIM kit, and my account remains inactive. The chat ended abruptly before I could note down the provided phone number. Unfortunately, I am unable to access the site and had to input a friend's Tmobile number during the process. Upon reconnecting to the chat, my details could not be found. I am frustrated as I seem to be scammed out of $40, awaiting resolution of this matter.

My phone has been dropping calls and now it won't even turn on. I called yesterday and spoke with a representative who took a long time to answer, then had difficulty finding a solution. They advised me to go to the nearby T-Mobile store. Upon arrival, I discovered I had no coverage. The assistant there was unhelpful and asked for my ID instead of my name. Despite paying for insurance monthly for both my phone and my wife's, they claimed I didn't have coverage. After much back and forth, they finally found the insurance details on the printout of my bill. Although my phone has a small crack, it was not showing in their system but was visible on the printed bill. This treatment of a loyal 13-year customer is unacceptable. I am now without a phone and waiting for a solution. Please assist me in getting the replacement phone with a proper apology from the manager. I look forward to your prompt response.

We are attempting to switch from T-Mobile to Consumer Cellular because of poor reception. The transition has been challenging as both companies claim the phones are locked. Consumer Cellular blames T-Mobile, while T-Mobile points to Apple. T-Mobile assured they would contact Apple but we have not received any updates after a week. My phone number was also disconnected by T-Mobile, leading to my current lack of service. I am eager to have this issue resolved and my phone number reinstated. Account Name: Frank S., [redacted] County Road [redacted], Rolla, MO Contact: [redacted] and [redacted].

I am Michael C. and I visited my local T-Mobile store on August 2nd to inquire about a late payment issue from July. The manager I spoke to, Jessica B., assured me that I could qualify for a $0 down payment on a new phone by September 7th. Encouraged by her offer, I made a purchase totaling a little over $[redacted] for a new phone and accessories, keeping all receipts and documents. When I returned on September 6th for confirmation, a different manager informed me that Jessica had left and I did not qualify for the $0 down offer as promised. After seeking advice from another store, I was advised to request a refund since the original plan was invalid. However, the store where I made the purchase was uncooperative and directed me to contact customer service. Despite contacting customer service, I was unable to resolve the issue and left feeling deceived and frustrated. I am seeking compensation for the misunderstanding and lack of trust in T-Mobile's services, either in the form of a refund or the originally promised $0 down offer.

I am currently feeling frustrated with my recent customer service experience. I have spoken with a total of four agents regarding a payment arrangement issue. The first agent I spoke to over a week ago assured me that she had removed the second payment arrangement as I explained I would not be paid until the 15th of this month. She mentioned not to worry and that my service would not be interrupted as long as I paid the $[redacted]. However, two days ago, my services were unexpectedly cut off. Upon contacting the company again and explaining the situation to the representatives, they apologized and reactivated my services, assuring me it would not happen again. Unfortunately, today I had to call again to have my service restored. It is disheartening to feel misled after being assured by the initial agent that I would have no problems until the 15th, especially since I rely on my phone for work.

I recently received an email from T-Mobile regarding my SIM unlock request. The email mentioned that my request could not be processed due to the past due status of my account. However, I had already made a payment of $[redacted] prior to submitting the unlock request on 9/8/18, so there shouldn't have been any outstanding balance. It's frustrating to be told that my account was past due when it wasn't at the time of the request. I'm considering switching to another provider as I wanted to unlock my phone to give it to someone and upgrade to a new iPhone with T-Mobile. The issue with the unlock code is causing inconvenience and affecting my decision to stay with T-Mobile, especially since the signal in my area is weak despite using signal booster boxes provided by T-Mobile.

I've lost my phone and need to access the T-Mobile website. I can't log in as my phone number no longer works due to the new 8-digit password requirement. However, to activate the new password, I need to confirm a code sent to my phone, which I can't receive because it's lost. T-Mobile's logic flow doesn't consider scenarios like this when dealing with lost or stolen phones. It's frustrating that the 4-digit password changed to an 8-digit one without accommodating situations like mine.

Hello Ms. Field, I am reaching out regarding an issue that occurred three years ago involving my parents, Maria Guadalupe Lopez and Richard Lopez. A T-Mobile store employee in the Basset mall in El Paso, TX allowed Vanessa Gonzales to obtain 4 phones without consent. Despite my parents' efforts, this unauthorized activity is still impacting my father's credit score. We have filed a police report and cooperated with T-Mobile, but the matter remains unresolved. We are receiving letters from creditors and persistent phone calls. Please assist in resolving this matter promptly to avoid legal intervention. Your attention to this matter is greatly appreciated. Thank you, Jennifer Account: [redacted] Name: Richard Lopez Phone: [redacted] Address: [redacted] Paducah, El Paso, TX [redacted]

I had a troubling experience at a T-Mobile store in NYC located at [redacted] E161st Bronx, NY. I wanted to open a new line for my son, but the manager's behavior was unacceptable. He questioned my purchase and accused me of potential fraud, refusing to sell me a phone. Despite providing my ID and debit card, he treated me disrespectfully in front of my children. This encounter with the store manager named Leonardo was incredibly unpleasant and I believe action should be taken to address this issue.

I have been an authorized user on my mother's account since [redacted]. We switched the account to my name together with your representatives in the Philippines. However, they got the information wrong despite extensive phone conversations. They repeatedly made mistakes with my name and social security number, even hanging up on me when I asked for corrections. This resulted in the account going into collections, causing stress for my 83-year-old mother and me. Despite my efforts, I ended up paying over $[redacted] without receiving the promised equity back before the account was abruptly closed. Subsequently, my personal information was compromised in a T-Mobile security breach, leading to my email and password being changed without my knowledge. The frustration continued when my new account was hacked, and I did not receive the customer service support I expected, missing out on promotional benefits. Feeling let down and unsupported, I am seeking assistance and understanding in resolving these issues promptly. Your attention to these matters would be greatly appreciated. Kenneth R.

I am a new customer who has been waiting over a week for a return phone call from Wendy at the La Crescenta location. I have been experiencing phone issues, and it is crucial for my husband, who has Alzheimer's, to have reliable services. Wendy had promised to contact the Samsung rep last week after attempting to address my concerns. Despite visiting the store twice this week to speak with Wendy, I have not been able to reach her. Today, Jake tried to help by opening my account but didn't provide any assistance when I mentioned my ongoing problems. I asked to speak with Wendy, but Jake, the manager, did not relay the information. After multiple attempts, Wendy was unavailable due to lunch, and Jake eventually called back. Unfortunately, Jake abruptly dismissed me from the location and hung up. I hope to receive better customer service soon. Ron Hunt.

I sent my son, along with his sister who is an authorized user, to the T-Mobile store located at [redacted] on September 2 as I was working both of my jobs that day. He returned without the desired phone due to not qualifying without a down payment and being asked to pay taxes, which was unexpected as online it stated zero down. I then went to the store to resolve the issue but my son had taken the phone to school. I had to retrieve the phone from his school, which was 75 miles away. Upon returning to the store, the manager greeted me impolitely, insinuating I hadn't purchased there before and implying I was stealing. Despite the manager's rude behavior, I explained my son wanted the iPhone 9, not 8, prompting an argument about restocking fees. The manager refused to refund or accept the return without charging the $50 restocking fee. I felt mistreated and need help to resolve this situation or I may have to end my business relationship with T-Mobile due to this traumatic and humiliating experience.

A few months ago, I switched from T-Mobile to Verizon due to poor coverage in my area. I had two phones on my T-Mobile account, but I only transferred one number to Verizon and stopped using the other phone. My T-Mobile account number is [redacted]20, with the primary phone being [redacted] and the secondary phone as [redacted]. After moving my primary phone to Verizon, I was locked out of MyT-Mobile account. I visited a local T-Mobile store to confirm the account closure with Victoria, the manager. She assured me the account was closed with no further charges. However, I recently received a bill for two months overdue, which I believe I do not owe due to changing carriers on the primary line and confirmation from the store for account closure. Cancelling my account and dealing with returning the loaner cell spot has been extremely frustrating. I had to drive back and forth multiple times between phone support and the store. The process was complicated, much like the issue I faced with the phone service downtime during the number porting. I hope my situation is clear, and I'm hopeful for a resolution. Thank you. -Jody Woodruff [redacted]

Hello, I'm Leah. My husband and I have been T-Mobile customers since July [redacted], switching from Sprint. Initially happy, things have gone downhill lately. Our iPhone 7 Plus phones had issues. My battery died fast, needing costly repairs. Then, my husband's phone speaker stopped working. The military plan was appreciated, but network coverage remains poor in our big city. My iPhone X also had issues, impacting my jump insurance. Despite talking to John and others, customer service suggested costly solutions or a replacement for my husband's phone. They emphasized money over customer care, disappointing us. We sought fair treatment, aiming for better devices with good coverage but were denied due to "poor credit," which felt rude. Transitioning from Sprint, we expected better treatment as customers. I'm disheartened by how profits seem to matter more than customer satisfaction at T-Mobile. Thank you, Leah.

I purchased a 21-day Tourist Plan yesterday, but I am experiencing reception issues with my Samsung S4. While in Australia, I have no problems with 4G reception, but in the US, I only get Edge network. I bought this sim card because my father is ill, and I needed to use WhatsApp, but the reception is unreliable. I am currently staying at Port Orleans Riverside. I feel frustrated as I was not informed about potential reception problems when I bought the plan. I tried to make a complaint online but faced difficulties with my pin and confirmation code. My mobile number is [redacted].

I'm seeking expert guidance. Unfortunately, T-Mobile has poor coverage in my area, so I use US Cellular instead. However, my wife and I are traveling to Italy in 9 days. I recently purchased 2 older T-Mobile phones (Samsung Blaze SGH-T769) that support GSM bands for this trip. I want to ensure these phones are unlocked before we depart, allowing us to use TIM SIM cards in Italy. TIM is a major Italian provider offering convenient SIM cards for tourists. I would appreciate advice on how to verify the phones are unlocked and, if they are not, how to resolve this issue before our trip. Thank you for any assistance you can provide. Tony

I recently had a series of unfortunate events at T-Mobile that I need to share. Three days ago, I visited the store to set up three lines and inquire about trade-ins. Despite my iPhone 5 being in perfect condition, things went downhill as they mentioned the phone was being discontinued, causing confusion. Even after speaking with a helpful supervisor, a visit to another T-Mobile store left me feeling overwhelmed due to discrepancies and unprofessional behavior. The promised phones were not provided, and an unexpected $25 charge was added without proper explanation or a receipt. The experience has left me frustrated and seeking assistance. Sincerely, Inez H.

In June [redacted], after moving into our new home, we experienced poor T-Mobile signal causing dropped calls and missed calls. Despite T-Mobile sending boosters, including a cellspot booster, the signal issue persisted. A critical incident occurred on September 1, [redacted], when my mother-in-law had a heart attack and we couldn't reach [redacted] due to the bad signal. This led us to switch services, and now I need to return the equipment and phones from the original contract. I spoke with T-Mobile manager, Henry F, but he claimed unable to assist. Seeking resolution before legal action, please help. My contact number is [redacted]. Thank you, Carlos B.