T-Mobile Customer Service Issues

Recently, my phone got wet, and I carefully removed the SIM card before searching for it later. Unfortunately, I couldn't locate it after looking for days. I rely on my phone service and currently, I'm limited to using Wi-Fi only. I have spare phones with SIM cards, but I'm unsure if my number can be transferred to them. I've never had to replace a SIM card before, so this situation is new to me. I am not the account holder; it's under the name of my ex-husband, who set it up for me after our separation in April [redacted]. I tried to explain the issue to him, but he's not very tech-savvy, so I'm uncertain if he managed to address it.

I have been working with three technicians, one stating I am out of range for service despite having perfect service since February until three weeks ago. The other two are attempting to revert my service to 4G from failed 5G in my area. Working from home has become problematic, currently relying on my neighbor's WiFi. Despite repeating all troubleshooting steps, receiving three towers, all now display a yellow circle with an X since three weeks ago. Service was flawless until September 22nd. This situation disrupts my work and leaves us without TV streaming. I'm eagerly awaiting an update or may have to consider canceling T-Mobile to find an alternative internet solution.

On September 16th, I visited T-Mobile to switch from Xfinity Mobile. Despite encountering issues due to Xfinity's connection with our internet service, T-Mobile offers an appealing promotion. They would pay $[redacted] for each iPhone 12 Pro Max when switching. After setting up a Military Magenta ++ plan, we tried to port our numbers but faced complications with Xfinity locking them. Juggling this situation was challenging, especially when my father was in hospice care. The T-Mobile representative activated our lines, but we couldn't use our devices. They suggested calling to cancel or visiting the store, but we opted to cancel and wait until we could afford to pay off our phones. Due to personal circumstances, I couldn't address this immediately as my father passed away. Upon receiving some funds, I decided to keep the line, and T-Mobile kindly placed me on military leave without charges. Returning to the store recently, I encountered delays resolving the balance issue preventing us from completing the switch to Xfinity. We are eager to resolve this matter, obtain the necessary SIM cards, and access the promotion to bring our iPhones over as planned.

I recently switched to T-Mobile and have spent several hours on the phone and through chat with customer service trying to resolve a dead spot issue in my living room. Despite following various troubleshooting steps, the problem persists. During a call tonight, after being on hold for 43 minutes, I got disconnected by the dead spot while the agent was trying to assist me. I do not want to return to Verizon, but this issue needs to be resolved. I am frustrated with the process of trying to fix this issue, including long wait times and dropped calls. I appreciate the efforts of the customer service team, but I need assistance with this problem soon.

I used the chat function on the T-Mobile website to find the best deal for us. The representative I spoke with was unhelpful, didn't address my questions, pressured me for a credit check, gave me incomplete pricing information, and eventually mentioned that the phone I wanted was out of stock. After further inquiry, it turned out there were options with lower storage available. Despite my frustration, the representative seemed detached and unresponsive to my inquiries. His attitude made me feel like my needs were not being met, and I will not be considering T-Mobile for my purchase due to this poor customer service experience.

Hello, a few months back, we purchased a device for home Wi-Fi in Amsterdam. We have since moved to Utrecht and can no longer visit the physical store. The issue is that we bought the device in July and cancelled it before the month's end. We were informed that unsubscribing before month-end would grant us the device for free, but we returned it to the store as we were not convinced. The subscription was cancelled on the spot. However, in August, we were still charged €50 for a service we no longer use, and in September, another €35 was deducted. This has become quite baffling. I need to reach customer service promptly for a resolution. Continuing to pay for a service we haven't used for months seems unreasonable. Please contact me at your earliest convenience.

I visited Sprint three months ago due to a cracked screen on my Samsung 20 Ultra 5G. They informed me that the parts for the repair were backlogged. I have visited multiple locations, including ones with in-house repair services, but the situation has not improved. The screen issue has worsened to the point where I can't see anything on my business phone, which I purchased brand new. My first screen repair resulted in receiving a refurbished device that had connectivity problems for months. Subsequently, I faced port issues for nearly two months before the phone spontaneously started working again. Despite paying insurance, I have not been able to get my phone fixed and continue to be charged. The only solution provided was to pay a $[redacted] deductible for a screen repair that should have been covered by insurance beforehand. This experience, considering my long 8-year history with Sprint now T-Mobile, has been extremely frustrating and unacceptable. Thank you for your attention to this matter.

I have recently been receiving a bill from T-Mobile for a service I did not order. About two months ago, I contacted T-Mobile regarding an attempted fraudulent purchase using my credit card. Despite not having any T-Mobile service or account, I am now being billed $[redacted].98. After trying to call T-Mobile to resolve this issue, I was unable to reach the fraud department and faced long hold times. I urgently need assistance in closing the account opened in my name and stop receiving these unwanted bills. Please address this matter promptly.

I switched to T-Mobile last Saturday, but since then, I've been experiencing issues receiving texts from my husband and friends. Despite contacting tech support four times and being promised a resolution within two hours twice, the problem remains unsolved. A representative suggested that my new Galaxy S21+ may not be a T-Mobile device, offering me $[redacted] towards a new phone. I'm disappointed with the lack of resolution and feel let down after switching for better service. Unable to afford a new phone, I'm now considering switching to a different carrier due to this frustrating experience.

I believed I would receive a free phone with free service from T-Mobile. Upon receiving the phone, I was charged for 2 lines at $49.00 per month. I informed the representative that this was not what I had been told. They assured me that upon returning the phone, I would receive a refund for the tax. Now, I have received a bill for $[redacted].24 for an account, phone, and service I do not have with Acct# [redacted]02. Please rectify this issue as I am not a T-Mobile customer.

I recently tried switching from Verizon to T-Mobile on October 26th. During the process, T-Mobile required a credit check, which they called a process authentication. I had some trouble understanding the questions being asked during the check at the store, and unfortunately, I was informed that I failed and needed to return in 30 days. I provided identification that has always been accepted elsewhere, so I suspected an issue with my credit bureau files causing the problem. However, after contacting all three credit bureaus, I confirmed that there were no alerts, holds, or freezes on my credit. I am eager to do business with T-Mobile, but if this issue is not resolved promptly, I will reconsider. Despite my credit rating being around [redacted], this problem persists. I have reached out to customer service, but the only option given was to do a prepaid application. I am confused by the situation and unsure of what steps to take to resolve it. Any suggestions would be appreciated.

I have been dealing with agents for over a week since switching over from Sprint. My line, ending in [redacted], was finally resolved after hours on the phone with agents on Tuesday. However, my husband's number, [redacted], is still not working. I encountered issues while trying to work and had to skip my second job to contact agents from both Sprint and T-Mobile. Thankfully, the T-Mobile representative, Angel, was very helpful. This morning, they advised me to call migration as they had assigned a temporary number to my husband's line. Unfortunately, the migration team was not helpful, insisting I visit a store, which is not feasible for me due to the distance. If these issues persist, I am considering switching carriers. My husband has even left due to these phone problems. I will be contacting a lawyer regarding this matter. I have a scheduled phone appointment this afternoon and hope this can be resolved promptly to avoid further action. Thank you. - Holly B.

I am concerned about the misrepresentation regarding the monthly cost of my bill. I was originally quoted around $[redacted]/month, but I have been charged over $[redacted]/month. Additionally, I was promised information on trading in phones, but I have not received this information yet. Regarding the local reception services, I was informed that my area had 5G coverage, however, I am only getting 1-2 bars at best. I have spent over 4.5 hours trying to resolve these issues without success. The service representative I spoke to would not transfer me to a supervisor, and an attempted call back also did not work. I apologize for switching over from ATT, as I am now facing these issues with the service.

I recently switched to T-Mobile in March [redacted] from AT&T, brought three numbers, and added a new line. I traded in two iPhone XRs for two free iPhone 12s and also got two iPhone 12s under a BOGO free offer. Confirmed good coverage with a store rep in Wauwatosa. However, my daughter experienced reception issues at her college apartment in Madison. Despite attempts to fix it, customer service informed us it was a dead zone. We were advised we qualified for buyer's remorse but couldn't retrieve our trade-ins. Ultimately, we decided to leave T-Mobile and were given a resolution to pay a balance. After numerous calls to settle and close our accounts, I was assured by Juliet and later by John that paying $[redacted].96 would settle all charges. Only to be informed later of a $[redacted].81 balance. Requesting T-Mobile to honor the previous agreement made. Despite the issues faced, I appreciate the good customer service and hope for a suitable resolution.

After updating my iPhone 8 to the new 15.1 Software, it inexplicably broke. Apple was unable to fix it despite its pristine condition. Tmobile offered a new phone for $[redacted], but considering the iPhone 8's limited support, I opted to upgrade to a Google Pixel 6 ordered online for next day delivery. Disappointingly, the shipping timeframe is now Nov 16-30th, far from the promised "next day" service. I am seeking assistance to possibly obtain the phone in-store without additional cost.

I recently signed up for T-Mobile service but quickly switched to Sprint after learning I could join my brother's plan. I returned the unopened phone promptly but have been charged $65 on Oct 8th and Nov 8th via autopay on my credit card. After many frustrating hours on the phone, I managed to cancel my account but am now seeking a refund of $[redacted] for the charges. It's baffling how the return process didn't result in a full cancellation. I'm Donna Macoul and hope for a prompt resolution and refund under my brother's Sprint account.

My mother has spent more than 10 hours dealing with T-Mobile but has not found a resolution yet. I am now authorized to take over this issue. She has detailed records of everyone she spoke with, along with screenshots of the chats. To move forward, I need a copy of the original signed contract for our account and the revised contract T-Mobile is using. Also, I require the trade-in values for each of the three phones we traded in. Having this information will help us identify any discrepancies in the billing. Additionally, we believe there is an overcharge on a monthly basis, but we will address this after reviewing the documents mentioned above.

Last night, I forgot the pattern lock on my Samsung Galaxy A32 Android phone. I usually use my thumbprint, facial recognition, or a 4-digit PIN. Now, I can't remember the pattern lock and I'm locked out. I've tried various combinations to no avail. I need urgent help with this issue. Kristen C., residing at [redacted] Catawba St, Aiken, SC [redacted], is the primary account holder. For security purposes, the last 4 digits of my SS# are [redacted], and the last 4 digits of the card used for auto payment are [redacted]. Recently, I deposited $20 into my account, and Donna D. made a withdrawal 2 days ago. I hope to regain access to my phone without resorting to a factory reset. Thank you to everyone for your prompt assistance in resolving this matter efficiently! :)

I would like a refund of $[redacted].53. In late July, I purchased a new iPhone and tablet from T-Mobile but did not receive a confirmation of the order. I proceeded to order the phone from ATT, my current carrier. On Monday, 8/2, I received an email that the T-Mobile phone was on its way, while my order from ATT had already arrived. I never opened the T-Mobile box. On 8/13, I spent $70 on an Uber round trip to return T-Mobile's equipment, only to find out the store couldn't handle it. I followed instructions to ship it back instead. T-Mobile refunded me $68.77 on 8/25, but I am still waiting for the $[redacted].33 refund from 8/20. I faced issues with bill payments and equipment returns, with multiple calls to customer service. Despite promises to resolve the matter, my account was closed without my consent. After a frustrating online chat on 10/19, I still haven't received the promised resolution. I am seeking the $[redacted].53 refund to be processed promptly and hoping to avoid any negative impact on my credit report.

I was instructed by three different agents not to settle my bill until they could credit my account for the returned cell phone after it was processed in the warehouse and investigations were completed. They were supposed to inform me of the bill amount at that point. I continued to follow up by calling to confirm, as the agents received approval from their superiors. My phone is now disconnected, and my account has not been credited with the phone's cost. My account shows a debit of almost $[redacted] plus additional fees and taxes. Since T-Mobile was acquired by an American company over two years ago, the customer service has been extremely poor. Two agents promised to call me back and update me on my account's status, with approval from their supervisors. Three of them assured me that my account would not be deactivated. I need this resolved today and require a supervisor to contact me right away. T-Mobile operates on Pacific Coast time, but considering it conducts business in the US, it should align with East Coast time. I need my lines in New Zealand, Cleveland Ohio, Detroit Michigan, and Seattle Washington restored immediately.