T-Mobile Customer Service Issues

Hello, my name is Jephthe Metellus. I recently purchased 2 new phone lines from your company and have been a customer since [redacted]. I have experienced inconsistencies with customer agents, particularly in Tampa. When I reach out for assistance, I receive conflicting information from different agents. Despite these challenges, I remain loyal to your company as I value the service provided. I am currently facing issues with my internet connection and would appreciate your support. I have been actively recommending your services to others, but they are becoming frustrated with the service discrepancies. I believe it is my right as a customer to speak with loyal and honest agents. Kindly email me so I can elaborate further on my concerns. Thank you.

On September 19, [redacted], I purchased a buy one, get one free offer for the Samsung Galaxy9 from T-Mobile. The sales representative mentioned difficulty transferring photos from my AT&T iPhone to the new phone. I was advised to download my pictures, return to trade in my old phone, and receive the second Galaxy9 immediately. However, upon returning to the store, I was informed the promotion had expired. The manager explained they couldn't accept the phone back and suggested contacting T-Mobile directly. After multiple calls and hours spent talking to different representatives and managers, it was decided to cancel the contract, return the first Galaxy9, and only be responsible for data charges on one phone. I felt misled by the T-Mobile rep and found the customer service surrounding this issue to be inadequate. I have escalated the matter to the Arizona Attorney General regarding the sales tactics used.

I am facing an issue with my Android phone where the SD file manager is not visible, only showing internal memory. I inserted an SD card, formatted it on my phone, and received a message saying the card was corrupt. Despite formatting it on my sister's computer and reinserting it, the SD card is still not showing up on my phone. I would appreciate any assistance in understanding how to recover the SD file on my phone. Thank you. - R. Perkins

I was informed that my phone calls have been redirected to another number without my authorization. After reporting this to the police, they recommended that I seek assistance from a corporate store to determine the dates and numbers to which my calls were transferred. I have not approved of these transfers and need answers urgently. I rely on a system for work that contacts my son's number if I am unreachable, but it seems to have bypassed my phone entirely. This situation is causing me concern as I have sensitive work-related information on my phone. Please contact me immediately with the address of a corporate store where I can get this matter resolved.

I have been experiencing ongoing issues with my Samsung Galaxy S9 Plus. Despite having a strong signal, I face problems such as inability to make calls, receive messages, and issues with the internet. The phone also fails to charge properly, overheats, and the warranty replacement device now has its own set of internal problems. The device is unable to complete software updates, repeatedly restarting. Additionally, the volume adjusts randomly. Despite talking to various customer service representatives, no solution has been found, and I have been offered multiple warranty replacement phones. The suggestions provided include further exchanges, upgrades with additional payments, or downgrading, none of which are satisfactory. The situation is frustrating and inconvenient, requiring frequent interruptions and extra costs. I am feeling dissatisfied with T-Mobile’s handling of these issues, and I am considering switching providers if a better resolution is not offered.

I am requesting a refund of approximately $28. Today, I added $25 plus tax to my prepaid phone number [redacted], but I am unable to use the service. I discovered that my number was reassigned to someone else because I have not used it in over 90 days. After waiting on hold for 40 minutes, customer service informed me that a refund is possible if I provide the PIN linked to my account, which I cannot recall. Are there alternative ways to verify my account for the refund process? I find it ironic that I could add funds to [redacted] yesterday without a PIN but now one is required for a refund! If unable to issue a refund, I would appreciate a new number to transfer the funds to.

Hello, I recently became a T-Mobile customer in October [redacted], and I visited store [redacted] in Rochester, NY. The representative I interacted with, Evan Singleton, informed me of a promotion for Apple phones - buy one, get one free. Despite my preference for Samsung, I chose Apple due to the promotion which Evan confirmed multiple times. However, upon receiving the bill, I was charged for both phones. Despite trying to contact Evan, I received no response. I then spoke with Supervisor Nick at the store, who promised to get back to me after discussing with Evan, but I haven't heard back. This experience has been disappointing. I plan to visit the store tonight to address the issue. I understand this may be an isolated incident, so I am escalating my concerns to Corporate. Thank you for your attention to this matter.

I recently ended my service with T-Mobile after being a customer for over 12 years as I was unhappy with the reception at both my previous residence in Norman, Oklahoma, and my new home in Dunnellon, Florida. Despite T-Mobile sending me a reception improvement box during my time in Oklahoma, it did not enhance my service. When I terminated my service, I wasn't informed about the need to return the equipment, and I had paid my final bill. However, I later received a charge of $[redacted].42 without an explanation. Upon contacting T-Mobile, I was directed to a store where I learned the charge was for the reception box. I unknowingly disposed of it as I wasn't instructed to return it. Due to the lack of communication and clarity regarding the equipment return, I believe I should not be liable for this charge. If this matter proceeds to collections, I will dispute it to safeguard my credit. My Account Number is [redacted]. Please contact me via email. - Charlotte G.

Subject: Poor Customer Service Experience with T-Mobile Hello, I am extremely disappointed with the customer service provided by T-Mobile. I encountered issues trying to unlock a phone that was gifted to me, not even purchased through T-Mobile. Despite my loyalty for over 12 years, my recent experience has left me frustrated. After my husband, who was the primary account holder, passed away, I was given a 30-day deadline to transfer the account to my name. Unfortunately, I missed this deadline, resulting in the cancellation of my service. I have been trying to resolve this with a resolution specialist, but have not made progress. I was informed that I now need to set up new service without the possibility of keeping my old number ([redacted]). This is unacceptable. I kindly request assistance from the Resolution Department Manager to help me regain my previous service and number. I have been a satisfied customer, especially during my travels to Germany, and I hope to continue my positive experience with T-Mobile. Your prompt and effective assistance in this matter would be greatly appreciated. Warm regards, S. Miller

I visited a T-Mobile store seeking a charger, but ended up purchasing a new flip phone. However, the price I was charged did not match the advertised price. When the phone failed to charge properly, I returned to the store where they claimed it was an issue with my socket. Despite visiting multiple stores, I couldn't find a replacement due to limited stock. I requested a refund, but was informed that it could only be done through using my minutes. As a 67-year-old, with no local support and having lost my home in the California Camp fire, I urgently needed a reliable phone. But I am stuck with a defective phone and unable to exchange it without using my minutes. The impending 14-day return deadline and lack of available phones for exchange are adding to my frustration with T-Mobile.

I am seeking a refund for my purchase at tmobile. When I bought a flip phone, I was charged $89.99 instead of the advertised $75. The phone failed to charge properly, and various stores were unable to exchange it due to lack of stock. When I requested a refund, the store staff insisted I use up my prepaid minutes instead. Being 67 years old and without local support, I urgently needed a reliable phone after losing my home in the California Camp fire. The situation has left me with a faulty phone and no means to get a replacement before the return deadline. With limited options and the upcoming holiday, I feel frustrated by the lack of assistance.

I have been a loyal T-Mobile customer for many years. Each year, T-Mobile introduces new promotions, but unfortunately, I have never been able to take advantage of them. T-Mobile currently offers the T-Mobile One plan for $35 per line, $[redacted] for 4 lines. Although I already have 4 lines, I am unable to access this promotion without purchasing additional lines that I do not need. Being a long-standing customer, I believe it is unjust that I am required to acquire 2 more lines for $[redacted], taxes, and fees included, to be eligible for this plan. I hope the corporate office will consider this situation. Thank you for your assistance in advance.

Hello, I recently switched from Verizon to T-Mobile with my Moto G Play, a phone I've had for over 8 years. I visited the T-Mobile store, where they replaced my Verizon SIM card with a T-Mobile one. However, upon returning home, I discovered that I couldn't make or receive calls or texts. Whenever I dial a number, the call cuts off right away. I tried adjusting settings on the T-Mobile website as instructed for the Moto G, but the issue persists. My phone displays a message stating that the SIM card isn't from Verizon. I understand that, but I'm unsure if I need a different phone. I was considering getting a new phone anyway but wanted to seek help from T-Mobile first.

Hello, my name is Aizen M., and my phone number is [redacted]. I have been traveling outside of the U.S. on and off for the past 18 months, and I recently lost my Galaxy Edge 8 phone. I am unable to access my social media accounts and essential applications. I am hoping to receive a new smart device and SIM card without having to return to the U.S. I am aware of my current bill of around $[redacted], which I will pay in full by the 30th or 1st as my payment history shows. I believe I have insurance on my device; if not, I am willing to finance a new Galaxy Note through T-Mobile. I understand that buying a phone and requesting a SIM card separately can be a slow and complicated process, especially since I am out of the country. Thank you for your assistance.

On 07/28/[redacted], I visited T-Mobile store #[redacted] in Sacramento, California, after accidentally dropping my Note 5 phone. Despite having insurance, the salesperson, Sales Rep #***[redacted], informed me that the phone was not covered and pushed for a new purchase. Upon reviewing my insurance contract later, I discovered that the Note 5 was indeed covered for repairs by Assurant through T-Mobile. I have already filed a formal complaint with T-Mobile regarding this issue but have yet to receive a response. I kindly request your assistance in rectifying this situation and repairing my phone as per the coverage. Thank you for your attention. - M.W. Harrison

I purchased an LG phone brand new in New Castle, Indiana, but it has never functioned properly. Despite contacting customer service multiple times and visiting their store, no one mentioned that the port might be defective. The phone does not retain a charge and overheats dangerously. Today, at T-Mobile in Amsterdam, NY, I was advised that because it is 13 days past the warranty, they cannot assist me. I am now left with a malfunctioning phone that I paid for and did not damage. I was also informed it was a low-quality device, which no one previously disclosed. As a recently separated 62-year-old with a serious heart condition living alone, having a working phone is crucial for my safety. What can be done to resolve this situation?

Hello from Belarus! I'm reaching out as my Apple ID on my iPhone has been compromised by a Russian criminal organization. Despite seeking assistance from Apple support, I am turning to you for help as my phone was originally purchased in the US through T-Mobile USA. I lack the original box and receipt after two years of ownership but can provide the precise purchase date of 09.04.[redacted] and the IMEI/serial number. Although I acquired it second-hand and the seller suggested it may have been bought in New Jersey, this information is uncertain. I kindly ask for your aid in identifying the specific store and its location in America. Your help in this matter is greatly appreciated, as I am unable to make calls to the States from my current location. The IMEI of my phone is [redacted][redacted], and the serial number is FCHTC1TFHG04. Thank you in advance for your assistance and understanding.

Hello, I'm Camille. Recently, I changed my phone number due to a stalker situation involving the police. I am in need of changing my number back as it is linked to important accounts and I am unable to access my banking app, personal apps, and emails which require verification through my old number. Customer support confirmed my number is active, but calling it resulted in an out-of-service message. Despite being listed as the primary owner, Sprint claims it's not in their system. Seeking assistance to resolve this issue, as T-Mobile shows me as the owner, I hope to regain access to my accounts linked to my old number. Your prompt attention to this matter would be greatly appreciated. Thank you.

I need assistance with returning the items I purchased. I bought a phone, case, and screen protector for almost $[redacted] over the phone while setting up a pre-paid plan. Unfortunately, I do not want the phone anymore. The return label I received is barely legible due to light ink, causing difficulties. After spending nearly two hours on the phone being transferred between departments without a resolution, I am frustrated. A customer service representative located my order using my email address but only sent an email confirming my order instead of the return label. The order number is [redacted] and was placed on [redacted]-11-21 at 11:42:05. I am unable to access the order details via the email received from the company as it does not recognize the order number provided. I seek a full refund and would appreciate your help in facilitating the return of these items. Your prompt assistance in this matter would be highly valued. Thank you.

I am reaching out about an issue I encountered at one of your store locations at [redacted]-07 Liberty Ave, South Richmond Hill, NY [redacted]. On November 3rd, I visited to return my Jump On Demand phone following assistance from a customer care representative through the app. Unfortunately, the workers and manager at this specific location were unprofessional. The staff neglected to inform the manager about my Jump On Demand return, resulting in multiple trips to the store in an attempt to contact the absent manager. Their responses to my inquiries were consistently unhelpful, claiming ignorance. When the manager was eventually reached on Monday, he erroneously processed my phone return as an upgrade instead of a Jump On Demand return, despite my repeated explanations and evidence in my account. He became agitated and insisted it was an upgrade, even though my account history proves otherwise. The situation has caused me frustration for a month, compounded by T-Mobile's unavailability of information and unclear billing. Please address this promptly by removing the device from my account, as I have fulfilled my obligation by returning it.