T-Mobile Customer Service Issues

Archive 26

The following are issues that customers reported to GetHuman about T-Mobile customer service, archive #26. It includes a selection of 20 issue(s) reported December 20, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
My two T-Mobile phones need upgrades as they have failed while still under warranty. I am seeking assistance from Richard, the executive tech support manager. Please contact me, Hugo, at [redacted]. One of my phones, an iPhone, is completely dead, and the other, an Android, shows a full battery but shuts off immediately when unplugged. Despite being long-time customers, due to the challenges presented by COVID-19, I have been unable to reach T-Mobile for three days to address our urgent need for replacement phones. I finally found success by calling the number for new accounts listed on GetHuman.com, where a representative answered promptly. After explaining my situation, I was transferred to a tech support agent in the Philippines named Charlo, employee #[redacted], who quickly assisted me. Remember to always ask for and record the details of the representatives you speak with for future reference. Charlo's efficient help was greatly appreciated. Gratefully yours, Hugo Prado from AutomotiveFineArt.com, reachable at [redacted].
Reported by GetHuman5572030 on Sonntag, 20. Dezember 2020 20:24
My phone continues to close apps, drop calls, and freeze, just like the previous two phones. I have tried various troubleshooting steps like deleting the cache, resetting network settings, and performing a soft reboot without success. Despite removing the VPN after being advised it might be the cause, the issues persist. When attempting to contact support, my calls drop or the screen freezes, making it impossible to respond.
Reported by GetHuman5572084 on Sonntag, 20. Dezember 2020 20:49
My computer repeatedly crashed, and a friend who fixes computers couldn't determine the issue. During a call with my daughter on my new T-Mobile Samsung phone, I saw the computer crash while using the Microsoft app "Your Phone," which I later found out was installed without my consent during a computer upgrade. Despite requesting its removal, Microsoft claimed "Your Phone" was too integrated to uninstall. I prefer limited downloads and hadn't added many apps to either device. Frustrated, I returned the Samsung phone and considered getting a basic non-smartphone since I primarily use my computer and have no interest in phone banking or internet access. This experience has been costly, as I lost money returning the phone and on computer repairs. Feeling targeted, I sought assistance from T-Mobile, only to find little awareness about the app issue. I am now unsure about my next steps, worried about potential tracking concerns, and facing difficulties without a working phone at 84 years old, especially since my family is far away. The situation is stressful, expensive, and logistically challenging, and I hope for a prompt resolution. Today, on my daughter's birthday, not being able to communicate with her adds to the distress.
Reported by GetHuman5574078 on Montag, 21. Dezember 2020 16:23
As a senior, my wife and I have separate senior accounts with pairs of phone numbers. I am able to easily access my phone number information along with my son-in-law, within the same account. My phone number is [redacted], which I can conveniently access through my phone app and desktop computer. However, I require assistance to access my wife's account, where she is linked with our married daughter. My wife's number is [redacted] and her name is Sylvia Posadas. Although I have a numeric code for live customer service access to Sylvia's account, I am looking to access it through my desktop computer or the T-Mobile app on my iPhone. Considering upgrading my wife's phone, who currently uses the old iPhone 7, I am seeking help to browse available upgrade options for her.
Reported by GetHuman-renposad on Dienstag, 22. Dezember 2020 03:52
I downloaded the Microsoft Word app from the Google PlayStore on my Android tablet running O.S. version 9, and it automatically added an unremovable "Office Account" to my device account settings. When I try to delete the "Office Account," I receive a message saying that I lack administrative permission to remove it. This occurs even before I open the app for the first time. The only solution I've found is to uninstall the Microsoft Word app entirely. How can I delete this unwanted account from my device settings without resorting to uninstalling the app?
Reported by GetHuman-joeblo on Dienstag, 22. Dezember 2020 21:03
I live in a rural area of Virginia, specifically in Barboursville, VA [redacted], where there is no cell phone signal at all. This lack of coverage is quite inconvenient as we have to leave our home just to make a phone call. Additionally, we do not have access to broadband services in the area. To address this issue, we would like to offer our land to T-Mobile for free to install a tower to improve connectivity in our region. Enrique F. [redacted] [redacted] Albano Rd Barboursville, VA [redacted]
Reported by GetHuman5583215 on Donnerstag, 24. Dezember 2020 15:14
I am experiencing frequent dropped calls. After speaking with a representative last week, I was informed that a tower issue was causing this problem. The representative mentioned the tower would be upgraded the next day to address this, but unfortunately, the problem persists and seems to be worsening. The dropped calls are particularly noticeable at my residence, with up to 6 call drops in one conversation. This has been ongoing for weeks and is becoming more problematic. If this issue cannot be resolved, my wife and I, who have a total of 5 lines experiencing the same difficulties, may need to switch to a different carrier.
Reported by GetHuman-dartt on Sonntag, 27. Dezember 2020 04:34
I have an old T-Mobile LG Stylus phone that stopped working 2 weeks ago, and I want to stop my service because I don't want to pay for a phone that doesn't work. This is my third time trying to contact you tonight. The previous times, I waited for over 30 minutes and was then offered a Just Answer option for $5, which I am not interested in. I don't need to talk to a phone technician because the suggestions they provided didn't help. I simply want to cancel my service. I am using a borrowed phone just to reach out to you. Thank you for your help, but I really need to be connected to the right person this time.
Reported by GetHuman5596700 on Dienstag, 29. Dezember 2020 21:13
It is frustrating when promises are not kept, causing stress and inconvenience. It's important to address these issues calmly and professionally. It seems like there have been misunderstandings with the phone delivery you were expecting. Proper communication and follow-up can often lead to a resolution. It's advisable to continue engaging with the company to clarify the situation. Remember to stay patient and persistent in seeking a satisfactory outcome.
Reported by GetHuman5607586 on Samstag, 2. Januar 2021 00:48
Hello, my name is Annette. I called today to set up a contract phone and filled out four forms. I spoke with the credit department, but the person asking questions wasn't clear and couldn't speak proper English. When I asked for clarification, I still couldn't understand. Unfortunately, they informed me that I failed the evaluation due to communication issues. It's frustrating that representatives don't speak English clearly for customers to understand. This situation should be addressed promptly. Thank you.
Reported by GetHuman5610111 on Samstag, 2. Januar 2021 22:27
I need a new cell spot for my home. Today, I returned my old one to a store, where they instructed me to contact customer support for a replacement. I spent over 4 hours trying to reach T-Mobile's customer support to no avail. The first time, I waited on hold for an hour only to get disconnected. When I called back and used the 'call back' feature, T-Mobile did call me back after over 2 hours, but it was just a recording that ended the call after a few seconds. I am extremely frustrated, and I'm considering canceling my T-Mobile service. It's disappointing how poorly they treat their customers. All I want is a new cell spot to make calls from home. It shouldn't be this difficult for a company that claims to prioritize customer service and value its customers.
Reported by GetHuman5610475 on Sonntag, 3. Januar 2021 01:58
My phone has been hacked, and someone has real-time access to my calls, email accounts, and financial apps like Cash App, Google Pay, and PayPal. This is an urgent situation that needs immediate attention. The hackers have breached multiple systems, including Apple iPhone, iCloud, Comcast, and my firewall, opening checking accounts and trying to make large purchases using my information. I urgently need to close my current accounts and set up new ones with extra security measures. Communication is also compromised as they have blocked my home phone and fax. I have been attempting to purchase an iPhone 11 Pro Max for a while but have been facing obstacles. The situation is alarming as the hackers can monitor my every move and delete important data from my phone.
Reported by GetHuman5607586 on Sonntag, 3. Januar 2021 04:16
Regarding my account being suspended for non-payment, I won't be able to make the $[redacted] payment to restore service until Monday, January 11. Could you please enable text message service until then? I have a family emergency in Central California and need to stay in contact with my parents. Even a 24-hour text message restoration would be very helpful. I've been a long-time customer and would appreciate your understanding. Thank you. Matt
Reported by GetHuman5638385 on Samstag, 9. Januar 2021 19:11
I have a question regarding the charges on my upcoming bill. On January 6th, I visited the T-Mobile store at [redacted] East 86th Street in New York, NY. I was told about a holiday promotion by a sales representative, which allowed me to purchase an iPhone 12 Pro Max for my wife and receive an iPhone 12 for free. However, when I checked my receipt, both phones were listed at their full prices. The total monthly charge of $[redacted].36 includes an equipment fee for the iPhone Pro Max and an unexpected charge of $27.67 for the iPhone 12. I was assured by the sales rep that this would be resolved in my next bill by T-Mobile. I just want to confirm this adjustment as I do not intend to pay full price for the second phone. My T-Mobile number is [redacted].
Reported by GetHuman-pgrannis on Dienstag, 12. Januar 2021 15:16
I am experiencing ongoing issues with my Metro internet and phone service. Despite numerous attempts to resolve the problem by resetting the connection, the service has only recently improved by about 50%. I have reached out to the Metro store, spoken to the manager and support team, and even tried text support, which was interrupted due to internet drops. I am seeking a rebate or partial refund for the months of poor service and connectivity issues. These problems have resulted in dropped video conferences, impacting job interviews and causing lost applications due to unreliable internet. As a long-standing customer, I am disappointed by the poor experience with Metro by T-Mobile. Thank you.
Reported by GetHuman-hashhous on Mittwoch, 20. Januar 2021 20:36
After turning off my iPhone yesterday and restarting it, I encountered a message prompting me to contact my carrier, Sprint, for a PUK code due to my SIM card being locked. This issue arose previously when my grandchild fiddled with the settings on Tuesday, but a chat session resolved it then without any payment. However, yesterday the problem recurred upon rebooting. The recent chat assistant asked for payment for assistance, which I find unnecessary given my previous experience. My name is Elizabeth Mann, reachable at [redacted], but the iPhone is under my brother's account. His name is Daniel Hartenstein, he can be reached at [redacted], and his billing address is [redacted] New River Rd, Hinton, WVa, [redacted].
Reported by GetHuman-mselm on Donnerstag, 28. Januar 2021 08:58
I received my phones on Friday night but struggled to remove the SIM cards and activate them with T-Mobile yesterday. When I visited my usual T-Mobile store, I found that the familiar staff were no longer there. I asked for assistance from a younger employee and explained my situation without having phone numbers but showing the email confirmation of my new account. Despite suggesting using my social security number, he was unable to assist without a phone. As the situation escalated, I insisted on speaking to the manager and felt increasingly frustrated. Eventually, after a tense exchange, I decided to involve a detective acquaintance when the employees attempted to intimidate me. I have reported the incident to T-Mobile Corporate, highlighting issues of customer service and professionalism in their store on 63rd Road and Queens Blvd in Rego Park, NY. Ultimately, I am reconsidering keeping the phones and maintaining my account due to the poor experience.
Reported by GetHuman5709453 on Sonntag, 31. Januar 2021 22:08
Last night, Feb. 11, I came across a phone promotion on T-Mobile for the Nord N10 5G, offering it for free with credits upon new activation. Excited about the deal, I decided to walk a mile to the mall where a T-Mobile store is located. I patiently waited in line for an hour only to be informed that the deal had expired. Disappointed, I remembered checking the offer the night before and not seeing an expiration date, or else I would have purchased it online instead. This lack of clarity felt like a significant letdown in customer service. If I were running the company, I would have honored the deal for customers who put in the effort to make a purchase. It's frustrating not to have an email address to share this feedback directly with the company. Thank you for letting me share my frustration. - A. Naturale
Reported by GetHuman-agnatura on Freitag, 12. Februar 2021 20:03
I am requesting a refund for returned T-Mobile equipment that was sent back via UPS on 02/09/[redacted]. The parcel was received, and I got a refund on 02/24/[redacted]. I have been waiting for over 10 working days to receive the refund. The total amount spent was $88.19, but I only received $63.19, which is $25.00 short. This difference was labeled as an administration assistance fee, which was not disclosed during the sale. The agent was vague and did not provide all the information about this transaction. It feels like they were trying to extract as much money as possible from my debit card without my knowledge. This kind of hidden fee is concerning, and I believe I should get a full refund under these circumstances.
Reported by GetHuman5755679 on Dienstag, 16. Februar 2021 04:59
(1) I contacted T-Mobile a few weeks ago to change my phone billing due date to the first of every month, but it's still showing the original due date on the 20th. I'm concerned because T-Mobile will withdraw the amount tomorrow, and I only get paid once a month. (2) Can someone explain why I have a $[redacted] phone bill when I paid last month's bill? I've only been with T-Mobile for about 6 weeks, and I already paid last month's bill, but it's showing an amount due for this month. (3) I'm supposed to get 20GB of hotspot data every month, but now it's only showing 3GB. How am I supposed to manage with only 3GB? I need these issues resolved and updated; otherwise, I might need to consider going back to MetroPCS.
Reported by GetHuman5764920 on Freitag, 19. Februar 2021 11:17

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