T-Mobile Customer Service Issues

Archive 16

The following are issues that customers reported to GetHuman about T-Mobile customer service, archive #16. It includes a selection of 20 issue(s) reported January 24, 2019 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 a complaint regarding a recent experience with T-Mobile. In November [redacted], I visited a store in Washington DC to purchase a new phone and accessories. The salesperson bundled items together and assured me that the $[redacted] charge covered everything without affecting my bill. However, my first bill was $[redacted] instead of the expected $80. When I returned to the store, I was told the billing cycle caused the discrepancy and that my bill would normalize in January. Despite this, my January bill was still $[redacted], and upon visiting a store in Santee, I learned I had financed the items and owed an additional $[redacted]. I request T-Mobile credit my bill for unused items and address the misinformation provided by the salesperson.
Reported by GetHuman-dawnad on giovedì 24 gennaio 2019 19:29
I accidentally disabled autopay on my phone and T-Mobile charged my bank $85 without my consent for a payment not due yet. I only have $52 in my account until my disability payment arrives on the 3rd of the month. I tried to explain the situation to T-Mobile, but they were unsympathetic. Now I'm scared of overdraft fees. The bank suggested T-Mobile can reverse the charge before it goes through, or I'd have to pay a $35 stop check fee and file fraud charges. When I asked T-Mobile for help, they were unhelpful and said to call back after the payment goes through. I felt frustrated and upset by their lack of care and concern.
Reported by GetHuman2046580 on sabato 26 gennaio 2019 22:26
Hello, my name is Tina Gallegos. I visited a T-Mobile store in Albuquerque on Central and Eubank to switch from Verizon. The representative, Giselle, mentioned a senior plan for $35 Unlimited with a free phone until the end of the month. Due to timing, I returned on December 26th but was informed the deal ended on December 24th. I requested to speak to Giselle, who was off that day, with no callback as of today. I'd still like the deal or a similar one, or else I'll stay with Verizon or consider Sprint. Thank you for addressing my concern. Tina Gallegos
Reported by GetHuman2052806 on lunedì 28 gennaio 2019 04:30
On December 8, [redacted], I visited T-Mobile at [redacted] Santa Monica Blvd in West Hollywood to purchase a SIM card for my upcoming trip to the US and Mexico. I acquired a SIM card for $47.48 after tax. Despite trying to pay with my credit cards, I was informed that the payment had failed. Ultimately, I paid in cash and successfully activated a SIM with the number [redacted]. However, upon reviewing my credit card statements post-trip, I discovered that I had been charged incorrectly for 3 failed activation attempts, totaling $[redacted].52. Despite numerous calls to T-Mobile's customer service and store, I have been unable to resolve this issue. T-Mobile has not provided written confirmation of my cash payment, hindering my efforts to dispute the credit card charges. This has led to my account being suspended, complicating matters further. Despite T-Mobile initiating investigations under confirmation IDs [redacted] and [redacted], I am still awaiting resolution. Any assistance in resolving this ongoing issue would be greatly appreciated.
Reported by GetHuman-ciarann on lunedì 28 gennaio 2019 21:33
I visited your store located on Harlem and Dempster in Morton Grove, IL today, January 29th, [redacted], at 1 PM. The temperature was extremely cold with record-breaking temperatures in Chicago. I needed to wait for a bus arriving in about 8 minutes and asked to stay in the store to keep warm as I am a customer, had no outstanding bill, and didn't need any accessories. Unfortunately, the only employee present refused to let me stay, telling me to go next door as the store is not a bus stop. I felt the way he treated me was disrespectful given the freezing temperatures. I expressed my disappointment in how I was treated during my short stay. I hope this message reaches the appropriate person at T-Mobile so my experience can be addressed. Thank you.
Reported by GetHuman2070742 on mercoledì 30 gennaio 2019 07:47
My name is Brad Argyle, and I had a cell phone through your company with the number [redacted]. I am filing a complaint because my service has been unsatisfactory for the past seven years. My phone constantly showed "searching," making it impossible to make or receive calls. Text messages were unreadable or could not be sent, and pictures could not be opened or sent. Despite contacting customer service, the issues persisted, and even after upgrading my phone, the problems remained. I rely on my phone for emergencies due to medical conditions, but it failed me recently. I spoke with John from customer service on January 23 to cancel my service and requested a refund to my credit card. However, my service was not canceled, and the refund has not appeared in my account as promised. I made two calls today to rectify the situation, with the second representative assuring me the phone was turned off and the reimbursement would be processed within three days. I hope this matter is resolved promptly. Regards, Brad Argyle.
Reported by GetHuman2079428 on mercoledì 30 gennaio 2019 23:58
I have been a loyal customer of T-Mobile for nearly 20 years, back when it was Voicestream. I am considering switching providers due to what I perceive as unethical practices from T-Mobile. I returned a phone with documented proof of delivery, but T-Mobile claims they did not receive it. One representative, Colleen, did not seem to take my circumstances seriously, unlike another representative named Jane, who provided exceptional service. Despite my lengthy history with T-Mobile, I am now considering legal action and finding another provider. The way they handled the situation, denying receiving my package until I showed proof in person, was disappointing and unprofessional. I am adamant about resolving this promptly; otherwise, I will pursue legal action. Thank you, ND.
Reported by GetHuman-faitthan on giovedì 7 febbraio 2019 08:09
I've had a challenging experience trying to unlock my phone from T-Mobile after many phone calls. When I visited the store, Wander was the most helpful but informed me they couldn't unlock the device. After contacting customer service, they assured me the phone was unlocked, and I'd receive an email confirmation within 24 hours. However, the email I got today stated that the IMEI provided is blocked from their network and cannot be unlocked. I have been a loyal T-Mobile employee and customer for over 20 years and purchased the device in good faith. If the phone is not unlocked today, I may escalate the matter to John Legere and local news outlets to address this frustrating situation.
Reported by GetHuman2154866 on giovedì 7 febbraio 2019 15:36
I visited the T-Mobile store in Seguin, Texas last Saturday to switch my Sprint services to T-Mobile. The sales staff explained that T-Mobile would cover up to $[redacted] per phone to pay off our Sprint devices if we switched. After agreeing, I let T-Mobile check my credit and paid a $[redacted] deposit. However, when inquiring about the payment process for our Sprint phones after receiving the bill, T-Mobile customer service informed us that they do not cover the phone payoffs and advised speaking with the store. Upon visiting the store, the manager stated that the sales staff had been trained incorrectly, and there was no solution other than crediting our T-Mobile account. I am now faced with a nearly $2,[redacted] Sprint bill due to T-Mobile's error, leaving me dissatisfied with the situation. T-Mobile should take responsibility for this mistake and find a resolution to this situation.
Reported by GetHuman2158769 on giovedì 7 febbraio 2019 22:55
On February 2nd, I contacted T-Mobile to reload my account. Despite being informed that my credit card was declined, I noticed a charge on my credit card. To address the issue, T-Mobile credited $50 to my account as compensation for the inconvenience. Although I was promised a credit card reversal by February 4th after a lengthy 60-minute call, it has not been processed. Following up, T-Mobile claims there is no record of my call or the transaction in their system. I am frustrated by the hours spent contacting T-Mobile repeatedly to resolve the same issue. Considering the situation, I am considering legal action against T-Mobile for their poor system and the misinformation provided. I am seeking the reversal of the $53.31 charge and an additional $[redacted] as compensation for the mental distress caused by this ordeal. Additionally, despite the confirmation from a T-Mobile representative, my wife's number has not been shifted to the pay-as-you-go mode as requested.
Reported by GetHuman2168308 on sabato 9 febbraio 2019 06:56
I've been experiencing issues with my hotspot internet since Monday. After reaching out to T-Mobile multiple times, I was informed about an ongoing problem with the hotspot devices being addressed by their engineering team. However, no estimated timeframe for resolution has been provided. It's essential for me to have a fully functioning internet connection as I've already made the payment for this month's service. I'm eager to know if there are any updates regarding when this issue will be resolved. -Carrie S. Device: [redacted] Account PIN: [redacted]
Reported by GetHuman-carriesn on sabato 9 febbraio 2019 09:31
Subject: Assistance Needed with Unlocking T-Mobile Phone Purchased in Japan Dear T-Mobile Customer Service, I followed the instructions from your previous email to unlock my T-Mobile phone with IMEI: [redacted][redacted], but both permanent and temporary unlock attempts were unsuccessful. I tried to unlock it from Japan over a Wi-Fi connection since the T-Mobile SIM does not work here. Also, the web link provided in the previous email is inactive. I am seeking your help in unlocking my phone, as it seems to be eligible for unlocking based on my purchase agreement and account terms with T-Mobile. It seems all phones are entitled to 5 temporary unlocks per year. Thank you for your attention to this matter. Sincerely, [Your Initials]
Reported by GetHuman2179107 on lunedì 11 febbraio 2019 06:57
I am dissatisfied with my recent experience at T-Mobile on Black Friday. I visited to purchase a phone and was promised a free tablet due to the Black Friday promotion, along with a case, a charger, and a SIM card I was charged for without prior notice. Even though I signed up for automatic payments as advised by the representative to lower my bill, I have been consistently billed $[redacted] per month. One of my lines was supposed to have a $10 discount but remains suspended. My recent bill of $[redacted] included unexpected charges for items I was told were free. I feel deceived and upset as a long-time customer. I shared this promotion with others, only to feel swindled as my bill increased to $[redacted] with additional accessory charges. I request a resolution to bring my bill back to $[redacted] and clarify the unexpected charges before my next billing cycle.
Reported by GetHuman-lashalle on martedì 12 febbraio 2019 19:09
I canceled my T-Mobile account on October 10, [redacted], yet I was charged $[redacted].80 in both November and December [redacted]. Despite numerous calls to customer service assuring me of a refund, it has not been processed. During my last call last week with customer service representative Mike, I learned there was an active phone line preventing my refund. I'm perplexed as I specifically requested cancellation in October and was never informed about an active line. Had I known, I would have rectified the issue earlier. The lack of transparency is frustrating after being a loyal T-Mobile customer for 8 years. Despite Mike's claims, I believe this to be a mistake on T-Mobile's end, as the line has had no activity. I'm disappointed by the customer service's handling of my situation and the additional charges I am now facing due to their error.
Reported by GetHuman-nghiangu on martedì 12 febbraio 2019 21:30
Subject: Billing Inquiry and Price Discrepancy I have been a T-Mobile customer since February [redacted]. Initially, I signed up for the $35 per month Simple Choice Mobile high-speed data plan, providing 6GB of data for 30 days using a ZTE hotspot. Recently, I discovered T-Mobile was offering the "North America Simple Choice Mobile UNL Data" plan with the same features, including 6GB but at a lower price of $25 per month. I was never informed of this price reduction for equivalent services. After addressing this at my local T-Mobile office, a new account was opened for me at the discounted rate, but I was still charged for a replacement SIM card. I urge T-Mobile to investigate this matter and take the following actions: 1. Close my old account ([redacted]) and cease future billing. 2. Credit or refund the $35 prepaid billing for February [redacted]. 3. Provide reimbursement for the months I overpaid. 4. Issue a $10 credit for the SIM card replacement. I have always been a loyal T-Mobile customer and would appreciate clarity on the pricing discrepancy and adjustment to avoid such oversights in the future.
Reported by GetHuman-awilst on martedì 12 febbraio 2019 21:32
Hello, I recently paid off my phone and had it temporarily unlocked for international travel. However, now it seems to be internet locked, and I am unable to connect online. I am frustrated as I cannot stay connected while abroad. I paid off one phone and managed to unlock it temporarily, but when I tried to unlock another phone permanently, it said it was not eligible. I urge T-Mobile to review my previous conversations with representatives regarding this matter as it has been almost two months since this issue arose. I look forward to a prompt response so I can once again stay in touch with the world. Thank you for your assistance. Sincerely, Dariskedar Y. Account Holder [redacted] Locked Number: [redacted]
Reported by GetHuman-embebabe on venerdì 15 febbraio 2019 11:05
I switched to T-Mobile on Feb 6, [redacted]. We brought two new phones and needed 2 more for our kids. We found a deal for iPhone 6s for $[redacted] with $[redacted] cashback. The store representative in Chantilly, VA, said they would ship the phones for free after porting our numbers. After porting, they said they didn't have the phones in-store or online. I called customer service, and YAYA suggested getting iPhone 7 for the same price, but the store manager had to approve. The manager promised a credit, but when the bill came, it was higher than advertised. I went back to the store on Feb 15, but customer service refused to honor the promises. The store manager tried to help but couldn't change the outcome. I was told to return the phones or pay a restocking fee of $50 per phone. T-Mobile's customer service couldn't do more than offer apologies. I paid for activation, down payments, and service fees, totaling $[redacted].75. T-Mobile's handling of our situation shows a lack of commitment to their promises.
Reported by GetHuman-triaz on sabato 16 febbraio 2019 15:26
I purchased a prepaid phone from a T-Mobile store in the Redding CA mall following the campfire in California. There was a promotion where paying two months of phone service with the fifty dollar plan would get you a free phone. After returning to Oroville CA, as my house was destroyed, I discovered the phone wasn't functioning, and I lacked the resources to return to Redding. The T-Mobile stores in Oroville and Chico were unable to assist me. Even after visiting another T-Mobile store and contacting customer service, the issue remains unresolved. I have been without a working phone and missed important calls due to this situation. Given my current circumstances, having a working phone is crucial. I am seeking assistance in resolving this matter promptly.
Reported by GetHuman-rainnest on lunedì 18 febbraio 2019 08:09
Good morning, I have been a T-Mobile customer for over four years. Recently, I discovered that my phone insurance and Netflix were removed without my authorization, causing an unexpected increase in my bill. When I inquired about this, I was informed by a representative that one of my lines was canceled, but no mention was made of the services being removed. When I called to address this issue today, I spoke with Brian, who explained that I lost access to Netflix due to having multiple accounts and that the phone insurance could not be reinstated. Although Brian suggested an alternative insurance option, he was unable to provide me with the corporate phone number. This experience, coupled with my dissatisfaction over the handling of my concerns, has led me to consider switching to a different cell phone provider.
Reported by GetHuman-caturnbl on lunedì 18 febbraio 2019 18:32
I am in need of assistance to receive a refund for a service that I never properly received. I purchased a T-Mobile phone and SIM card, and had it activated by a chat sales representative on T-Mobile's website. The prepaid account was set up, and my old phone number [redacted] was ported. At the end of the call, I made an online payment of either $40 or $45 and was asked to create a 6-digit passcode. The service was briefly activated, but the following day I received an email stating that my account with T-Mobile had been closed, which I did not authorize. When I contacted customer service, they repeatedly asked for a 4-digit passcode. I had not set up a 4-digit passcode and despite explaining this, they were unable to assist me without it. They suggested that it might have been automatically generated, which was frustrating as I had not been informed of this. After several days of calling and enduring long wait times, no resolution has been reached. My main concern is to receive a refund for the first month's payment. It's disappointing that the funds spent on the phone and SIM card may not be recoverable. This ongoing situation is becoming increasingly exasperating. Thank you for your assistance. Sincerely, A. H.
Reported by GetHuman2241572 on martedì 19 febbraio 2019 16:14

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