T-Mobile Customer Service Issues

On June 1, [redacted], we moved into a new home and noticed poor signal reception, dropped calls, and difficulty in receiving calls. Despite T-Mobile providing a window booster and a cellspot for our WiFi modem, the issues persisted. They suggested new phones, but the problems persisted. On September 1, [redacted], during a scary emergency with my mother-in-law having a heart attack, we couldn't reach [redacted], leading to a distressing situation where my wife had to run outside to make the call. I had to switch service providers due to the ongoing signal problems. Now, I am attempting to return the equipment since it was rendered useless. If T-Mobile does not address this matter, I may have to seek legal advice. Your assistance is appreciated.

Subject: Urgent Security Concern with T-Mobile Account To Whom It May Concern, I am reaching out to your corporate office regarding a troubling security issue with my T-Mobile account. I recently changed my phone number to escape a stalker, only sharing the new number with immediate family. Shockingly, within 72 hours, the stalker had obtained my new phone number and even my email address. Despite seeking help from T-Mobile representatives, none have been able to explain how this breach occurred. The stalker, who is also a T-Mobile customer, has been repeatedly harassing me despite my efforts to block their number. As a long-standing customer, I am deeply concerned about this situation and would like a thorough investigation into this breach. I suspect there may be insider involvement, as the stalker seems to have connections within T-Mobile. I kindly request prompt attention to this matter to ensure my safety and privacy. Sincerely, R. J.

My spouse attempted to pay my $44.00 portion of the bill, but mistakenly paid the past due balance along with the current amount. After contacting T-Mobile, one representative said we would receive a refund and just need to pay the $44.00. However, another representative later explained that only $44.00 would be kept, and the rest refunded. I got back $[redacted].36, but T-Mobile now wants to reclaim it due to Auto Pay being set up without my consent by the initial rep. This situation caused my bank account to go negative. The bank requires T-Mobile to confirm the mistake in writing to remove the pending status, but the T-Mobile rep refused. Now, my bank warns of potential overdraft fees if the payment goes through. With my card unusable until September 23rd, I am frustrated and considering leaving T-Mobile after six years as a loyal customer.

Dear Customer Service, I am writing to share my experience with the Samsung S-View Flip Cover for the Samsung Galaxy Note9. Unfortunately, I find the cover to be very uncomfortable to use. The edges dig into my palms and fingers, causing pain regardless of how I handle the case. I even need to switch hands due to the numbness and tingling sensation it causes. I purchased this cover less than a month ago at the Deerfield Beach T-Mobile store. When I requested a refund due to these issues, I was told it was past the 14-day refund policy. I kindly request a full refund for this product. I appreciate your attention to this matter and look forward to hearing from you. Best regards,

I recently had a frustrating experience with a T-Mobile sales representative. When I requested new service and asked about using my existing phone, I was informed I could simply purchase a new SIM card. However, after attempting to use it, I discovered this was not the case. After a week of inconvenience, I visited a store to purchase a different phone as a solution for making international calls, only to find out that my PIN number was not added to the system. This led to an additional cost of $27 for a SIM card that is unusable. As a new customer, I am deeply disappointed as my choice of T-Mobile was based on expectations of quality service and the promotion offer discussed during the initial phone call. I am seeking clarification from corporate management regarding the issues with my account.

Order number: [redacted] I placed an order on September 20, [redacted], for phones with overnight delivery through UPS. The estimated delivery date was September 22, but I have not received the package. Despite being informed that a delivery attempt was made, UPS has not delivered anything today, September 23. I contacted customer service with no resolution. The UPS tracking information shows that a delivery change was requested to hold the package for pickup. My experience with this purchase has been disappointing, starting from inaccurate information provided by a sales representative to receiving conflicting emails. I requested to stop the delivery because I couldn't receive it after September 23. I urge the company to review their processes and ensure consistency in the information provided by representatives. The package will be returned to T-Mobile. Please provide an email and contact number for discussing the poor service received. Thank you. David Cintron

During my recent visit to a local branch, incorrect information was entered into the system, resulting in a $[redacted] bill despite not using the minutes. The phone agent I spoke to only unlocked a phone I purchased there. I request the removal of these charges as a long-time customer. My email is [redacted]

Good Afternoon, I am a loyal T-Mobile customer who pays my bill on time. Today, I had a disappointing experience with one of your supervisors at store #[redacted]. I was patiently waiting for assistance during T-Mobile Tuesday promotions. The supervisor was rude, unprofessional, and dismissive to all customers. She made us wait unnecessarily and refused to provide the promotion. When asked for her name, she declined to give it but was identified as Dani, an African American pregnant lady with a last name starting with Stevins. Her behavior was disrespectful, and I believe she needs more training in customer service and professionalism. The incident occurred on 9-26-[redacted] from 11:00 am to 11:38 am at [redacted] East 161rst Street, Bronx, NY [redacted]. Thank you.

I am disappointed with my first day of using T-Mobile. I encountered technical issues with being disconnected from [redacted] and the automated system dropped my call several times. When I spoke to a representative, they could not understand my problem and redirected me to AppleCare, causing confusion. T-Mobile did not provide a SIM ejector tool, and every call I attempted dropped within the first 3 hours. The representative gave me incorrect phone numbers with the wrong area code and failed to mention that I was transferring my numbers from Verizon. This experience has been frustrating with multiple errors.

Hello, my name is Steven Carter and I recently contacted T-Mobile regarding a JUMP upgrade for my iPhone X 64GB to an iPhone XS Max 64GB. After encountering some confusion and issues with representatives, I was instructed to make additional payments to be eligible for the upgrade. Despite previous assurances, I was told that the payments I made were applied incorrectly due to a clerical error, requiring me to pay more to proceed with the upgrade. The process has been complicated, and even after making another payment, I am still facing obstacles to upgrade my device through the JUMP program. It has been frustrating to experience these challenges, especially considering the additional costs involved. I hope to resolve this issue soon so I can enjoy the new device as intended.

I was a satisfied user of your prepaid service until I was persuaded to upgrade to a senior plan in-store. Despite being promised a $50 charge, I ended up with an $80 bill. After numerous calls and issues with charges for an additional line, my bill skyrocketed. I was then transitioned to a $30 plan but was not informed I would lose my God status that was included before. When trying to switch to a prepaid plan, I was locked out and encountered rude store staff. I now have an unusable phone, a $[redacted] balance, and no resolution despite my pleas for assistance. Please unlock my phone and adjust my balance as I believe I was overcharged for unused services. The confusion caused by various representatives led to frustration and wasted time. I hope for a swift and courteous resolution to this matter.

Phone number: [redacted] Contact person: L. Gutierrez I had a conversation with Ann three weeks ago that lasted more than an hour but have not received any follow-up since then. I would appreciate it if you could look into your records for further details. This concerns my daughter's account, and she has authorized me to discuss it with you. To summarize, she switched to T-Mobile, bought a premium phone, sent her Sprint phone back for credit, and has not received any updates on the credit after three months. T-Mobile claimed the phone was not functional upon receipt, even though it was working when shipped. As a result, my daughter is now responsible for payments to both Sprint and T-Mobile. I have been trying to contact customer support for the past two weeks at various times, facing at least a 40-minute wait each time. I request a callback within 40 minutes, but often receive a call back after only 10 minutes and then wait in vain for another 20 minutes without assistance. I demand resolution regarding my daughter's Sprint bill since she fulfilled her part of the agreement. It seems likely that someone at T-Mobile may have received the phone, falsely claimed it was faulty, and is now charging my daughter unjustly. It was promised three weeks ago that the issue would be resolved within 48 hours, and yet here we are. This level of service is disappointing, and I expect better treatment from T-Mobile, similar to what Sprint offers.

I purchased a phone and an 8-inch tablet for $[redacted] each using my credit card. I specifically mentioned to the store staff that these items were intended to be used in Guatemala, not in the United States. However, when I received my credit card statement, I was charged $[redacted].87 for the $[redacted] phone. I had plans to switch to T-Mobile from Walmart phone company, but due to the hurricane closing your store, I had to buy another $60 card from Walmart when my card expired. Additionally, I received an email stating that I would be charged $[redacted] in October. I have not received any service from T-Mobile, there is no SIM card in my phone, and the issue has not been resolved at the local level. I am planning to address this matter with the assistant manager at the Beaufort South Carolina store where I made the purchase tomorrow.

I have attempted to reach customer service multiple times today with varying levels of success. On four occasions, I was stuck in an endless loop stating, "this call may be recorded." After getting in touch with tech support, I was redirected to customer service, then transferred to a "pre-paid" account representative, leading me back into the same recorded loop. Despite being on a call back list and waiting four hours for a return call, I faced the same looping issue. Now, I have been on hold for 1 1/2 hours without any resolution in sight. This type of service is unacceptable. I will try waiting for an additional 30 minutes before giving up. My attempts started at 3:00 pm MST and it is currently 9:15 pm MST. This needs to be addressed. I returned a defective Alcatel blue flip phone through the local T-Mobile store as it was a pre-paid account and needed replacement. However, the replacement phone I received today was missing the back cover, battery, and charging cord that were sent back with the original phone. I am quite frustrated with this situation. I am eagerly awaiting the arrival of the back cover, battery, and charging cord so I can use the phone.

I keep receiving a persistent unwanted pop-up notification on my cell phone screen stating "Unfortunately T-Mobile has stopped. Report OK." Initially, this issue started when I was traveling overseas this summer, and despite returning to the States, it continues to occur. I previously contacted technical support, and although they assured me it would be fixed and not reoccur, the notification persists each time I restart my phone. I have currently been on hold with customer service for over 42 minutes, listening to recordings without receiving assistance. I kindly request guidance on resolving this frustrating problem.

I have been a loyal customer of T-Mobile for over 16 years with 6 lines costing nearly $[redacted] monthly. Last November, my daughter and I upgraded our iPhone 6s to the 7/8 with a $[redacted] credit promotion. Despite problems during the upgrade at the Hallandale Florida store, we were charged upfront fees and the upgrade was completed. However, for a year now, I have been dealing with unresolved issues regarding my daughter's line not receiving the promotion credit as promised. Despite numerous calls to customer service, no resolution has been reached. Today, I found out that there were no notes of our previous discussions and the issue remains unresolved. I am deeply disappointed and frustrated with T-Mobile's lack of customer service and integrity. The supervisor I spoke to offered no real solution, leaving me considering leaving T-Mobile after being a loyal customer for so many years. It's disheartening to experience such poor service from a company I have trusted for so long.

I have been a member of various Buy, Sell, Trade groups in and around the Muskoka district for the past 18 to 24 months. Despite following all rules, I have faced rejections and blocks on different platforms. When appealing to Facebook, I have been consistently reinstated with apologies. However, the issue persists, with some items being rejected citing reasons that do not align with the guidelines. Another administrator has faced similar problems. Allegations have been made regarding personal monetary gain through undervalued sales, which I believe I can prove. I suggest posts should be reviewed for content before becoming visible, to prevent instant blocks. Administrators should be carefully chosen, and false reports to Facebook are common. I request a thorough investigation of my account to clear these unjust blocks and rejections. Ronald C. Marks.

Dear Sir, My spouse has a prepaid T-Mobile account in the name of Wenhua Wu. Due to our oversight as seniors, we neglected to add funds to our account. On October 5, T-Mobile deducted the remaining balance from our account. We contacted customer service yesterday in an attempt to recover the deducted amount. The representative at the Prepaid Department informed us that the funds had been transferred to an individual in Canada. We explained that the transfer was done by T-Mobile, however, the representative disconnected the call abruptly. Subsequent calls to customer service were similarly redirected to the Prepaid Department, resulting in a total wait time of over three hours without resolution. These calls were made from our home phone number [redacted]. We urge you to investigate our claim. 1. We are dissatisfied with the service of your Prepaid Department, finding it to be extremely poor and unsatisfactory. 2. The cell phone number associated with the account is [redacted], and the email address is [redacted] We kindly request the reimbursement of $[redacted].26 to our account. We would greatly appreciate your assistance in resolving this matter promptly. Kindly respond via my email at [redacted] Regards, Guoshu Song

Back in July [redacted], my iPhone 7 Plus screen got smashed after falling off my car's roof. I visited my local retailer on Bridge St in Lowell, MA. The store manager suggested a $[redacted] claim, warning they might not be able to fix it. Alternatively, he proposed upgrading to an iPhone X for $[redacted] without mentioning the option of a replacement phone. Recently, while reviewing my bill with my parents, we discovered I was being charged for both devices. The manager claimed the $[redacted] paid was to settle the iPhone 7 Plus. Feeling let down by T-Mobile and the store's service, I seek a resolution to receive a replacement for my damaged iPhone 7 Plus and discontinue payments for the iPhone X.

I spent eight hours at the Grove City store and on the phone on Sunday and Monday. Sally recommended that I get a new phone and convinced me to go with an android. Unfortunately, I couldn't send or receive texts or calls. I returned to the store and two employees said they fixed it, but when I called tech support, they mentioned that an old sim card should not have been used. I went back to the store, they claimed it was fixed, but later found out they deactivated my son-in-law's phone instead of mine. This led me to drive 54 miles to IKEA at 9 p.m. to deliver a new sim card to him. I am still experiencing issues with the phone where I can't receive texts, and the call quality is poor. The worker at the store suggested it might be my hearing causing the problem. Additionally, I was advised to inform everyone that I no longer had an iPhone, which is not feasible for me as a pastor.