T-Mobile Customer Service Issues

Archive 13

The following are issues that customers reported to GetHuman about T-Mobile customer service, archive #13. It includes a selection of 20 issue(s) reported November 27, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I have been using a Samsung Galaxy Note 5 without any problems until tonight when it unexpectedly activated Google Assistant and powered down. I tried to restart it but couldn't and then performed a hard restart, receiving a warning message about a potential issue with the custom OS. I have attempted this multiple times with no success. I rely on my phone for my alarm clock, so I urgently need it to be fixed. Unfortunately, I can't receive calls or texts as this is my only phone. Any help would be greatly appreciated.
Reported by GetHuman-leshogle on Selasa, 27 November 2018 pukul 06.50
I have been a T-Mobile customer for nearly three years. About a year ago, I was offered free Netflix by T-Mobile when I added a new line to my existing three lines. However, I noticed that Netflix was still charging my credit card. I cancelled Netflix, then followed T-Mobile's instructions to reconnect to Netflix, only to realize that Netflix has been charging me since April [redacted]. I reached out to Customer Support today regarding this issue, but I was met with rudeness from both the representative and the supervisor. They claimed they couldn't assist me as it was my problem. Despite following their instructions to reconnect to Netflix, I have ended up paying for it. Their unhelpful attitude has left me feeling upset and frustrated.
Reported by GetHuman-bandasee on Rabu, 28 November 2018 pukul 02.54
I encountered various issues with the customer service team. Firstly, on 11/21/[redacted], I called to extend my payment installment from the 23rd to the 29th. The representative confirmed the extension. However, when I called on 11/22/[redacted] to inquire about a referral link, another agent mentioned no notes of the extension. They rectified the situation and assured me the extension to the 29th was in place. Despite this, on 11/23/[redacted], I learned my account was suspended, causing inconvenience while working for DoorDash. I had to call while driving home to resolve the matter. The agent agreed to credit the reconnect fees but refused compensation for the ordeal. This experience made me question the reliability of the service for my family's safety. Furthermore, issues with a friend's defective phone and unsatisfactory service interactions compounded my frustration. Despite being a customer since February [redacted], the recurring problems and lack of satisfactory solutions have left me dissatisfied.
Reported by GetHuman1643642 on Rabu, 28 November 2018 pukul 07.43
My screen is broken, and I need to discuss my warranty to replace it. I am currently in Perpignan, France, where I have lived for the past year, unable to receive text messages due to my phone issue. I hold coverage that should include theft, loss, and damage and was provided by T-Mobile less than a year ago, making it eligible for replacement or repair. I appreciate your help. Kindly send me an email for communication since I am unable to access my account that requires a text verification code, which I cannot receive. I have answered the security questions correctly, and it seems inconvenient that text verification is the only method, considering the nature of phone-related issues. Additional verification options would be beneficial. Thank you.
Reported by GetHuman-vsarasue on Rabu, 28 November 2018 pukul 14.33
I switched my service from Sprint to T-Mobile on Nov. 21, [redacted], porting over 5 lines to get the promo for the iPhone XR. I traded in a device, paid the taxes, and was informed T-Mobile pays up to $[redacted] for devices, but the process may take up to 30 days. Upon realizing the phones did not work, I returned to the store, where I was given 4 free phones to use while waiting for the pay off process. Despite being told my bill would be $[redacted], it amounted to $[redacted], including a $31 charge for the iPhone. The salesperson was aware that none of the devices were paid for. It has been a week of back and forth with promises to rectify the situation, but I feel like I am being given the runaround. I have a 14-day grace period to cancel the account, and I expect a refund for the overcharged amount or for my devices to be paid off as promised, ensuring my bill matches the initial agreement.
Reported by GetHuman-erecka on Rabu, 28 November 2018 pukul 20.59
I recently purchased a phone from someone on Facebook, and unfortunately, they reported it as lost or stolen. I have been trying to contact customer service daily for the past two weeks. They initially mentioned sending me unlocking codes via email, but I never received them. Now, they are saying they can't assist me further. I have kept all the messages between me and the seller to support my case. I feel frustrated and cheated out of my money. I did everything in good faith, especially since I checked with customer service before buying the phone. T-Mobile assured me it was fine to purchase it, only to change their stance later on. I am relying on them to resolve this issue as they have been promising for the past two weeks.
Reported by GetHuman1668619 on Sabtu, 1 Disember 2018 pukul 17.28
I purchased a phone from a private seller on Facebook, and they reported it as lost or stolen, making it unusable. I have saved all text messages as evidence. I am seeking T-Mobile's assistance in unlocking the phone. I can provide the phone number associated with the account that came with the phone for verification purposes.
Reported by GetHuman1668619 on Sabtu, 1 Disember 2018 pukul 17.34
It has been 2 hours, and unfortunately, there has been no progress made. It seems that neither your automated system nor your customer service representatives are grasping the issue. When my phone displays "no service" or "not available at this time," it means that T-Mobile cannot contact me, which is exactly what is happening. Frankly, this is the first time I've encountered an issue with T-Mobile, and the automated system plus the one-hour wait followed by another hour of unresolved problem-solving is truly disheartening. The core problem remains: I am unable to make any phone calls.
Reported by GetHuman-marrrie on Sabtu, 1 Disember 2018 pukul 20.40
To whom it may concern, I am writing to inform you that on 06-14-[redacted] at 12:23, I purchased an iPhone X at T-Mobile store -827E in Athens, Ohio. During the purchase, a sales representative (Rep#****[redacted], TRANS # [redacted]) provided misleading information about the phone's security features regarding tracking a stolen phone. They assured me that T-Mobile could track a stolen phone even when turned off, which influenced my decision to invest in the iPhone X. Unfortunately, my phone was stolen, and I now know that T-Mobile cannot track a turned-off phone. This contradictory information has caused me considerable distress as I try to locate my missing phone. I felt it was important to share my experience to prevent others from going through a similar situation. Thank you.
Reported by GetHuman1671259 on Ahad, 2 Disember 2018 pukul 00.58
I am frustrated with the poor treatment I received from T-Mobile since 3 am yesterday. My name is Adenike A., and my contact numbers are [redacted], [redacted], and [redacted]. Despite making a payment on 12/1/[redacted] at 3 am, my line remained inaccessible throughout the day, leading to my supervisor sending me home due to my useless phone. I spent hours on the phone with a T-Mobile representative until 6 pm trying to resolve the issue before deciding to switch to another provider. However, I could only port one line, [redacted], while my two kids' lines are still inactive because T-Mobile refused to release them. I need these lines activated urgently to be able to go to work. I have been trying to get this resolved with no success. Please assist in reactivating the remaining two lines so I can port them out.
Reported by GetHuman-seunnike on Ahad, 2 Disember 2018 pukul 12.19
I recently placed an order for a new phone to be delivered to St. Charles, MO. Surprisingly, the package was in Earth City, MO yesterday, and now it's showing up in Texas. The customer service representative informed me that it's backordered, causing the delay until Tuesday. My frustration lies with the corporate handling of orders. It seems like there's a pattern of diverting responsibility and providing weak excuses for delays, leaving customers dissatisfied. The issue here is clearly within your operations. When an item is backordered, the tracking information should not show it bouncing between states. Customers deserve transparency; if an item is backordered, a notification should be sent out promptly. The inconsistency between the tracking information and actual status needs to be addressed. Instead of just apologies, consider compensating unhappy customers for these mishaps. Additionally, the webpage for contacting T-Mobile frequently crashes, causing further distress. Customer frustration seems to be disregarded. Blaming the courier for delays only adds to the growing list of inadequate reasons provided. These issues need immediate resolution to prevent further customer dissatisfaction.
Reported by GetHuman-cgwksrch on Ahad, 2 Disember 2018 pukul 16.19
Subject: Commendation for Jezzelle Anne, Customer Service Representative Dear Jezzelle, I wanted to express my gratitude for the exceptional customer service experience I had with you at Metro by T-Mobile. Your kindness, respect, and proficiency were truly outstanding. Your dedication makes me feel valued as a customer. I believe your superiors should recognize your excellence and professionalism. Your performance reflects positively on Metro by T-Mobile. Thank you for your outstanding service. Warm regards, Milan Nikolic
Reported by GetHuman1591431 on Selasa, 4 Disember 2018 pukul 09.21
I have been a loyal T-Mobile customer for 16 years. I recently upgraded to the One Plus 6t phones but now regret not choosing the Samsung Note 9. Despite being initially incorrectly informed about a promotion, T-Mobile credited my account to remedy the issue. However, I have been experiencing service problems with the new phones, unlike my Samsung devices. T-Mobile stated the previous promotion for the Note 9 is over, and now I am left with non-functioning phones. Despite my loyalty and multiple lines with the company, I have been told there is nothing more they can do for me. I am frustrated with the situation and feel like my business is not valued. I hope this feedback can help ensure better treatment for customers facing similar issues.
Reported by GetHuman1689384 on Selasa, 4 Disember 2018 pukul 19.04
As a Kansas City Missouri school district teacher, I heavily depend on my phone for morning updates regarding my teaching assignments. Recently, I encountered an issue with my bill deadline. Despite believing it was due on January 8th, I received a text stating otherwise. When I called customer service on December 2nd, I was assured that the payment wasn't due until the upcoming Saturday. I emphasized my reliance on my phone for early morning school notifications and navigation. The representative, Luckey, repeatedly assured me my service wouldn't be interrupted. However, on December 4th, my phone was unexpectedly shut off, causing me to miss crucial work calls. After a lengthy phone call with customer service, my phone was eventually reactivated, albeit after some resistance. The inconvenience led to my tardiness at school, disappointing colleagues and students alike. The conflicting information from customer service and the subsequent service interruption has left me frustrated and questioning the company's reliability. I hope this feedback reaches the corporate level for further resolution.
Reported by GetHuman-rpinters on Selasa, 4 Disember 2018 pukul 22.40
I had an experience at the Biloxi store that I wanted to share. I walked in to explore T-mobile promotions as a Verizon customer looking to reduce my bill after 6 years. The manager, Matt, helped me with the "get out of the red" promotion for my phones. Following the switch, I received messages about a payoff issue. Despite the confusion, I appreciated Matt's efforts to rectify it. However, after facing hurdles with the promotion, I had to revert to Verizon. The process was frustrating, impacting my time and causing delays in refunds and other services. I believe better customer care and attentiveness to customer needs would have retained my loyalty to T-mobile. I hope T-mobile reevaluates its customer service approach in such situations.
Reported by GetHuman1691885 on Rabu, 5 Disember 2018 pukul 00.23
On December 3, I spoke with a supervisor who assured me I could arrange a payment plan once my current one expired. However, I was later informed that I must settle the overdue balance before setting up a new plan. This is frustrating as the overdue amount is what I am trying to address. This miscommunication led to a service interruption. Additionally, the supervisor mentioned a $20 restoration fee, which I agreed to pay. I urgently need my phone services restored. I will be able to pay the overdue amount in full by December 14. Please reach out to me promptly. - J. Askew
Reported by GetHuman1694359 on Rabu, 5 Disember 2018 pukul 13.36
My elderly friend in Florida uses a smartphone with T-Mobile. Recently, the texts she sends me from Florida to NC on my Tracfone LG306G are not going through. This issue started about three months ago, and she keeps receiving a "not delivered" message. I called T-Mobile, but they couldn't assist as I'm not on her account. They mentioned it's not a widespread issue with T-Mobile and Tracfone. I suspect all my messages to her are getting through since she replies to them. She finds it difficult to contact T-Mobile due to hearing impairment. Any insights into why this is happening would be greatly appreciated.
Reported by GetHuman-noahhen on Khamis, 6 Disember 2018 pukul 02.39
To the relevant party, Upon reviewing my T-Mobile account, I discovered discrepancies in my payment history. Firstly, I did not see the auto-pay discount that was supposed to be applied when I signed up. Secondly, my monthly bill saw changes without any new charges reflected in the breakdown. I reached out to T-Mobile customer service about these issues, but unfortunately, they mentioned they were unable to assist. Although the representative I spoke with was polite, I never received the promised follow-up call. Instead, I received ten consecutive text messages from T-Mobile asking for feedback. Rather than responding to these messages, I am choosing to address the matter via email in hopes of finding a resolution. Thank you for your attention. - M.
Reported by GetHuman1702557 on Khamis, 6 Disember 2018 pukul 15.47
I attempted to refill my account with $50 on December 7, [redacted], but due to an error in the zip code entry, the call was disconnected after being unable to process the payment. Upon contacting customer service and completing the transaction, I later discovered that I was charged twice for $53.78. Despite being informed of a wait time of 15 to 24 minutes to speak to a representative, I opted for a callback. After discussing the issue with a representative, I was transferred to a "payment processing supervisor" named Jane. Jane claimed that I was only charged once, even though my bank statement clearly shows two charges from T-Mobile. I am seeking a refund for the duplicate charge promptly.
Reported by GetHuman-poetdivi on Jumaat, 7 Disember 2018 pukul 21.57
I have been a customer since August, and I am extremely dissatisfied. I was a member of iWireless for 15 years, never having to worry about my phone plan. Since you acquired iWireless, I no longer receive account expiry notifications, cannot refill my account online, and have faced $10 price increases without warning. The Cedar Rapids customer service staff are rude, unhelpful, and unpleasant. I signed up for a $32/month plan with 10GB of data and unlimited talk/text, but now face many issues. Communication problems exist due to language barriers, dropping a total of 70 calls in the last three months. I demand the service I signed up for and better communication. Your current service is unreliable, dissatisfactory, and misleading compared to your ads. If you cannot meet customer needs, consider leaving the state as your service affects single moms and small businesses negatively.
Reported by GetHuman-anne_oak on Ahad, 9 Disember 2018 pukul 00.27

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