T-Mobile Customer Service Issues

Archive 29

The following are issues that customers reported to GetHuman about T-Mobile customer service, archive #29. It includes a selection of 20 issue(s) reported July 6, 2021 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
My credit card was stolen, and it was used to pay for two T-Mobile accounts amounting to $[redacted].41. I have gathered the names and phone numbers of the individuals who used my card details. For legal action, I need the transactions related to these unauthorized charges on 6-16-21 to be sent to me via email. Despite filing a police report and contacting various T-Mobile numbers, I have not received the necessary information. The delay in resolving this issue could enable these individuals to repeat this crime. I am eager to resolve this matter promptly and will provide all the required information, including the police report number and contact details. If the situation is not addressed satisfactorily, I will escalate my concerns to the FCC regarding abuse and fraud by T-Mobile. I have been attempting to reach a resolution since 6-16, even enduring a 43-minute hold time earlier today. Thank you for any assistance you can provide.
Reported by GetHuman6300478 on martedì 6 luglio 2021 18:56
I misplaced my phone at the Sacramento airport last Wednesday. United Airlines has been unable to find it. My name is Kelly Good, and I am using my son's account, Logan Good. However, I am currently in Mexico for business, and it is crucial for me to have my phone. To resolve this, I am planning to have a family friend purchase a new phone for me at a local retailer. He will bring it to Mexico on the 14th, so I can have my same number restored. Thank you.
Reported by GetHuman-kellyjgo on venerdì 9 luglio 2021 20:41
I recently had T-Mobile wireless service for less than two weeks under account number [redacted]78. Despite being told there was strong LTE service at my address, I experienced no service. I decided to cancel, and now I've received a bill for $[redacted], which I find unfair since I never had actual service. I visited the Woodinville Store, paid $25 for a Personal Cell Site, and was promised delivery in 2 days. After waiting 5 days, I was informed the product was out of stock and wouldn't be available for another 2 weeks. If I had known upfront about the lack of cell service in my area, it would have saved me a lot of time. I would not recommend T-Mobile to anyone, as I don't think I should have to pay for a service I never received.
Reported by GetHuman6316260 on sabato 10 luglio 2021 03:40
Last week, I added a new line to my Metro account and was convinced by a representative to get a new phone with similar features to my old one. I was told there were no cases available for the new phone, but that they would call me when they came in. I hurriedly agreed and also bought a screen protector, which was installed crookedly and over the edges. This has caused issues when putting it in and out of my pocket. The overall quality of the phone does not meet my expectations. I visited the store to discuss trading back for my old phone, but was informed it would cost me nearly $[redacted], which included the installment fee for the screen protector. I am extremely dissatisfied with the customer service and would like a prompt resolution. I always strive to ensure customer satisfaction in my own line of work, and I hope to receive a similar level of service from Metro.
Reported by GetHuman6330299 on martedì 13 luglio 2021 17:56
I'm experiencing two issues with my Revvl5G Android phone. The pressing matter is that I can't access the text messaging function. Whenever I tap the text message icon, it takes me to the chatbot, and I can't find a way to switch to text messaging. I've tried searching on Google but haven't found a solution. The second issue is a blue dot near 1:30 on the phone icon that appeared after missing a call that didn't ring but triggered the text message sound. Every time I boot up the phone, it plays the text message notification sound. I reached out to T-Mobile twice; the first time, they advised contacting Revvl, and the second time, I was put on hold without a resolution. If I can't find help here, I'll visit my local T-Mobile store for assistance.
Reported by GetHuman-mzelling on domenica 18 luglio 2021 18:31
I recently switched to T-Mobile with my husband after 20 years with Verizon. We ordered new phones, a Samsung Galaxy S21 Ultra for my husband, and an iPhone 12 Pro Max with [redacted] GB for myself. However, when the phones arrived, my iPhone only had [redacted] GB. We went to the store in Prattville, AL, where we made the purchase, but they didn't have the [redacted] GB iPhone in stock. The salesperson suggested I switch to the Samsung S21 Ultra, which she claimed had a better camera. I tried to transfer my data from my old iPhone to the new Samsung phone but faced issues because Apple and Android are not compatible. When we returned to the store, they couldn't help us as it was past the 14-day return period. We also faced problems with trade-ins, charges on our credit card, and missing tablets promised during the purchase. Despite numerous calls to customer service, we haven't received a satisfactory resolution. I simply want the correct iPhone 12 Pro Max with [redacted] GB storage. I hope this can be resolved soon as I have been very patient throughout this ordeal.
Reported by GetHuman6357294 on martedì 20 luglio 2021 02:13
Please escalate this issue. Today, I canceled my three T-Mobile lines due to an advertisement I saw on Facebook. The ad, partially sponsored by T-Mobile and another company, featured a professionally dressed African American man promoting a business targeted towards serving the black community. I began questioning the potential double standard when I thought about creating a video promoting services exclusively for white conservatives with T-Mobile's sponsorship. The level of bias reflected in the ad was troubling to me. Upon visiting the business featured in the ad, I, a white individual, was explicitly informed that they only catered to black and minority groups. This discriminatory practice led me to take legal action against them for discrimination, which I believe is a clear case to pursue. The decision to end my ties with T-Mobile stems from their association with such content. By cutting off my financial support, I hope to signal my disapproval of what I perceive as biased and un-American behavior. Former Customer.
Reported by GetHuman-cmbconcr on giovedì 22 luglio 2021 21:39
I recently spent two hours on customer service and now my incoming phone calls go straight to voicemail, and I cannot make outgoing calls or send texts. I originally contacted customer service about dropped calls and a persistent wifi notification sound. Sunshine and Brad assisted me, with Sunshine helping me reset my phone. Since then, my phone is not working at all and displays a "Not registered on network" message when I attempt to make calls or send texts. Please help me resolve this issue as soon as possible. You can reach me at [redacted] or [redacted]. I have never encountered these problems with Sprint, and if T-Mobile cannot fix this, I will consider switching to another carrier.
Reported by GetHuman-astrolis on sabato 24 luglio 2021 16:35
I've been a loyal customer of T-Mobile for 18 years. During this time, I have purchased several phones and paid my bills promptly. Despite this, I have never received a free phone as a reward for my loyalty. Instead, I was offered a $10 monthly credit until the phone was paid off, which typically takes over 2 years. This arrangement effectively ties me to their service for an extended period. I appreciate T-Mobile's service and have remained with them for this reason. However, I find it disappointing that existing customers are not offered free phones, especially after being with the company for so many years. Whenever I raise this concern, I am told that no one has been a customer for 18 years. I believe that long-term customers like me should receive some form of perk or incentive. Can someone address this issue, please?
Reported by GetHuman6190225 on lunedì 26 luglio 2021 20:11
My father, a senior, opened an account with your company. He ordered three Nord phones, two Nored phones, and an LG Stylo 6. The order was placed on a Tuesday with my card for the senior discount. I requested delivery on Thursday, as my father was not available the next day. However, the devices were delivered on Wednesday without the note I asked for, and they were stolen. We have protection on them but need guidance on getting replacements without additional charges. How can we proceed to have new phones and service for my father? Thank you.
Reported by GetHuman-starrama on martedì 27 luglio 2021 03:20
I spent 2 hours earlier today with a T-Mobile representative regarding my account and its charges, which were resolved. I requested to add a new line to my account and was promised a Nord 10 5G phone in 5 to 7 days. However, the representative did not call me back as agreed to complete the order. I have contacted 5 different T-Mobile representatives seeking assistance. I just want to finish the earlier order and move on. Can you please help me?
Reported by GetHuman6399124 on sabato 31 luglio 2021 05:21
I encountered difficulty using my Sprint cell phone for voice calls. I was advised to upgrade with a T-Mobile SIM card. Seeking assistance from Technical Support turned out to be an unfortunate decision. The agent failed to guide me through backing up all my data, notably my voice mails. Upon inserting the T-Mobile SIM, my voice mails vanished without a way to retrieve them. It was only later that I learned voice mails need to be downloaded and backed up to be accessible in the future. It seems baffling that their servers don't store voice mails that are undeleted, specifically for situations like lost, stolen, broken, or phone transfers. The lack of this feature is truly surprising and disappointing.
Reported by GetHuman-dcroxin on sabato 7 agosto 2021 04:26
I had an issue using my Sprint cell phone for voice calls and was advised to upgrade with a T-Mobile SIM card. Seeking help from Technical Support ended up causing more problems. The representative overlooked backing up my data, particularly my voicemails. Once I switched to the T-Mobile SIM card, my voicemails vanished without a way to retrieve them. It's frustrating to learn that voicemails must be downloaded and backed up for future access. The lack of preservation for undeleted voicemails on servers is surprising, especially during situations like losing or changing phones. It's crucial to recover and make all my voicemails accessible for backup without further complications.
Reported by GetHuman-dcroxin on sabato 7 agosto 2021 04:31
I feel frustrated by the customer service's neglect of legal issues, such as identity theft and headphone concerns. They seem to avoid addressing these problems and charge extra for everything without explanation. Their failure to respond to questions and take identity theft victims seriously is disappointing. I have even written a letter to the mayor to express my abuse and neglect by Sprint and T-Mobile. I believe my civil rights have been violated, and there is a lack of concern for my issues. It is disheartening to think that my age or gender may be factors in not being taken seriously as a female customer.
Reported by GetHuman6438618 on lunedì 9 agosto 2021 17:20
I opened an account last March. You received everything back on August 9th, [redacted], because the whole thing didn't work. You said you would refund the $[redacted].00 back to my account that day. I am eager to know when this will happen. This entire experience has been the biggest mess I have ever been through. The item wasn't working when it arrived, and my accounts got extremely disorganized. I can't recall the correct amount it came to be, but I've been calling every day since it arrived. I've spent countless hours on the phone, only to be hung up on each time. As a disabled person, this has caused me to miss appointments, become stressed, and upset. I feel like I've been misled and mistreated as a disabled adult. I may consider taking legal action. Please respond much quicker than everything else has taken. Thank you.
Reported by GetHuman-trobsam on venerdì 13 agosto 2021 18:42
I am in need of assistance and feeling very distressed right now. My spouse and I are attempting to become T-Mobile customers, but we are facing numerous issues. This situation has left me extremely anxious. We placed an order for 5 Nord N200s, 1 iPhone, and 1 T9 Hotspot - a total of 7 items. However, only 3 Nord N200s, 1 iPhone, and 1 Hotspot (5 items in total) arrived in 1 package without a packing slip. Upon contacting customer service, we were informed that the inventory only listed 5 items, and a representative named Star provided us with the missing 2 IMEIs. The package was received on August 11th. Upon checking the order status online ([redacted]71), it incorrectly shows as Complete with 7 items shipped. We were given the missing IMEIs ending in [redacted] and [redacted]. Despite being promised overnight shipping for the phones, it did not occur. Subsequently, we were informed that an investigation would be conducted, taking 2 to 5 days. I am baffled as to why I am experiencing delays due to a packing error made during shipment. I have 5 individuals relying on these phones urgently, and I feel helpless and unsupported. The Telesales representative, Laura, who assured she would follow up, has not reached out. I am reaching out for assistance as I am reaching my breaking point, and any help would be greatly appreciated. Thank you. Best regards, P. and W. Neu [redacted]
Reported by GetHuman-wayneneu on sabato 14 agosto 2021 03:55
On August 12th, my Samsung Galaxy A11 accidentally slipped from my hands leading to its damage. I hurried to the retail store located at [redacted]-D Airport Blvd. and discussed the matter with a young lady representative there. She explained that without insurance, the phone's warranty does not cover damages. Following her instructions on getting a new phone, I showed her my iPhone 8, which I acquired from T-Mobile, and requested to transfer the SIM card into it. Surprisingly, she questioned the origin of my iPhone, hinting at a possible theft. This accusation left me dismayed as I have never been associated with such acts. I believe she could have handled the situation better by checking my account, where two iPhones are registered. The incident, though resolved with a SIM card swap, left me disturbed by the unwarranted implication cast upon me by the representative.
Reported by GetHuman6459130 on sabato 14 agosto 2021 04:15
I recently requested to suspend my second line on my account because I no longer need it. Even though I paid my bill, the request to remove the second line was not acknowledged, causing inconvenience to both my wallet and patience with your Customer Service Team. It's frustrating that my instructions weren't followed, leading to a deeper issue of my service being suspended/inactive. Additionally, a representative at the store in my area suggested I inform you about the situation to have the account credited, but that request from May has not been addressed. The original request to remove the line was made around January/February [redacted].
Reported by GetHuman-lathesha on domenica 15 agosto 2021 19:50
I recently purchased a Google Pixel 4 on eBay from a reseller. The IMEI shows that the phone is unlocked and not blacklisted, with no outstanding financial obligations. I reached out to customer service but was advised to visit a T-Mobile store for unlocking. However, upon visiting my nearest store and speaking to a technician, I was informed that unlocking from the network must be handled by customer service. Despite trying the device unlock app and encountering "Unlock failed, you've run into server issues" error messages, the technician also faced the same problem. Assistance with this issue would be greatly appreciated. Thank you.
Reported by GetHuman-lawmanu on martedì 17 agosto 2021 15:38
I am reconsidering my loyalty to your company, as a Magenta customer. Since the merger with Cricket, the quality of your services has significantly declined. A metaphor I saw on Facebook perfectly reflects my current view of T-Mobile. In the analogy of a race with dogs and a cheetah, the cheetah wisely conserved its energy while the dogs rushed ahead. Your current focus on impressing others over maintaining service consistency is troubling. Contacting customer support or technical assistance has become a frustrating ordeal, with long wait times and unmet expectations. It seems the company's priorities are misplaced, prioritizing showmanship over customer satisfaction. As Americans, we often try to improve upon what already works, but in this case, the fixation on speed over reliability is detrimental. Your CEO's leadership is at risk if these issues are not promptly addressed.
Reported by GetHuman6490501 on sabato 21 agosto 2021 18:43

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