T-Mobile Customer Service Issues

I have an Android Tracfone and pay T-Mobile every month. However, this past month, my bill increased. Also, for the past week, my cell phone with number [redacted] has not been ringing my home phone. When I reached out to customer service at [redacted], the representative, who identified herself as Larnie with supervisor ID [redacted], and Alana with ID [redacted] on January 23, [redacted], stated they could not assist me because they were unable to call my landline phone. This was misleading because my landline is functioning correctly. I am frustrated as I am paying for a service that is not working, and the lack of assistance is disappointing. I will be canceling my service with this company next month as they keep increasing my payments without providing adequate support for repairs or issues. Additionally, I found it concerning that these women were working from home and not at a physical business location.

A fraudulent account was created using one of my credit cards on 9/23/[redacted]. I immediately noticed the charge on my bank account and took action to have it deactivated and get a refund, as I do not have an account with T-Mobile. I also had to cancel my card and get a new one since the unauthorized charge was set for a recurring payment of $[redacted].87. Although I thought the issue was resolved, I continued to receive insurance information for 4 phones purchased illegally using my account details in October. Despite multiple calls to rectify the situation, I kept receiving bills for the phones I never received. On January 5, [redacted], I received a letter from CRTEDITOR (Convergent Outsourcing, Inc) demanding $[redacted].95, which is now more than the original amount owed. Despite submitting a fraud claim form, I received a final notice for the same amount on January 24, [redacted]. I am currently on hold for the seventh time trying to get answers. I urge T-Mobile to take prompt action and provide a resolution as this experience has been frustrating and time-consuming.

On Sunday, January 23rd, I had a live chat with Alaina to switch from Verizon to T-Mobile. Alaina provided great customer service until she had to leave for an emergency. Her supervisor, Valerie, took over around 6:30pm PST. Valerie quoted $[redacted] a month, no need to change my number or trade in my phone, and offered a Samsung watch and a hotspot at no extra cost besides taxes and fees. I agreed to make the first payment on 1/31/[redacted]. Since Valerie couldn't complete the setup, another representative tried, but faced errors and eventually redirected me to the prepaid department wrongly. After more time spent providing my details, they redirected me back to sales. Despite the reps' kindness, the issue persisted, and my card was declined, even though the monthly fee was now $86. I plan to try again on 1/31 when I am paid, but if the card issue persists, I might need to consider other carriers.

Switching to the T-Mobile sim card has been a nightmare for me. I am missing crucial calls from my doctor due to a weak signal. I never had such issues before the new sim card. I have tried rebooting my phone, doing a factory reset, and having the network reset, yet I still receive messages stating I am not connected to a network. This is incredibly frustrating, especially because my health and safety are at stake as a temporarily disabled individual. The only change was the sim card, and suddenly we are plagued with service and connectivity problems. I am extremely upset that despite numerous attempts to fix the issue, it persists.

I would like to request copies of my old T-Mobile phone records from July [redacted] to March [redacted] for telephone number [redacted]. I experienced disturbances on calls, text message manipulation, and lost contacts. I initially believed T-Mobile was at fault and switched carriers, but the issue persisted. I later discovered suspicious applications on my phones and have involved the authorities. I plan to contact Assurance about this matter. I want to review my call records for any irregularities. I do not have my old account number, only my long-time phone number. As a truck driver reliant on phone service, this issue has been disruptive. My name is Jeff Martin. Can you assist me with this request? Thank you.

I recently signed up for a 55+ plan with two lines and purchased a new phone. I noticed a $30 charge on my bill for assisted support which was not explained to me properly. I had to visit the store three times due to incorrect instructions, and the charge was justified as taxes. However, the invoice specifies it was for assistance, which was not accurately provided. I am awaiting the arrival of the second phone, which is to be sent to NH. I am concerned if I will be charged for the line without a phone to utilize it. I seek either clarification on the unrendered service or a refund for the $30 charge, as it should not be a fee for selling a phone plan without additional instructions or special assistance provided.

I have been a T-Mobile customer for 28 years. Due to the impact of COVID-19 on my business, I have a bill of over $[redacted]. Despite explaining my situation and being promised a payment plan, my business line was canceled abruptly. This is unfair, especially because my account fell behind due to the pandemic. I am disappointed by the treatment received and the lack of assistance offered. I hope for a resolution to this issue promptly as I have been left without a phone. It's unfortunate that after years of loyalty, this is how my concerns are handled by T-Mobile.

In June [redacted], a T-Mobile customer service representative contacted my mobile phone at [redacted] inquiring if I wanted to block incoming calls not related to my needs. I declined the offer. However, the next day, all calls not in my contacts were blocked. Despite numerous attempts to contact T-Mobile customer service, they do not recognize my mobile phone number in their system. I resorted to calling back the blocked numbers. This issue has caused me to miss out on job opportunities over the past 2 years. I request immediate action to unblock incoming calls. Thank you. - T.U.

I recently signed up for new service with T-Mobile, which included two new iPhones and internet. However, instead of receiving the phones, I got multiple SIM cards in the mail. After trying to resolve the issue by visiting stores and calling customer service, I was given conflicting information and no resolution. The customer service representative mentioned that my original deal was under a [redacted] promotion, and now I may not qualify for the new promotion they have. I have reached out to corporate and posted on their Facebook page. The whole situation has led to me having a past due bill for five lines with no phones, as well as being without internet since switching over from my previous carrier. The lack of communication and errors from T-Mobile have caused significant disruptions to my family and business.

Hello, I recently purchased a T-Mobile phone online with the understanding that it was unlocked. However, it seems that is not the case. I paid on movical.net and received a report confirming that the phone is not reported stolen and has no outstanding debt. Despite this, I am unable to unlock the device. I was informed that it could have been unlocked since December [redacted], but the device unlock application states it is not eligible. I do not have a T-Mobile ID, which limits my access to a solution. I reached out to T-Mobile via messenger but have not received a satisfactory resolution. Is there an email address where I can present my case? The phone is not stolen, the IMEI is not reported, and there is no outstanding debt. The IMEI number is [redacted][redacted]. Thank you for any assistance.

After purchasing a new phone, I ordered a sim card from your service. It took a week to arrive. However, attempts to connect my new phone have been unsuccessful, as it shows "No Contract." Despite paying for the service and installing the sim card, none of the contact methods provided are working. I am unable to reach you to resolve this issue, and my phone remains unusable. I cannot make calls or access your website as my account information has not been accepted. This lack of service has left me disconnected for over a month. My internet connection is unreliable, and I am frustrated with the lack of progress after investing time and money. Please assist me in setting up my phone or provide clear instructions on how to address this matter.

I contacted an agent weeks ago regarding the "free" AirPods provided by the T-Mobile store. Even though I already had AirPods and didn't need them, they were included in the package according to your advertisement. The agent informed me that the cost would be credited on the third bill, which I recently received. However, the cost was not credited but rather spread out over 13 months, adding $11 to my bill monthly. This unexpected increase from $80 to $90 prompts me to inquire about this discrepancy. The AirPods remain unopened, and I am unwilling to pay $[redacted] for them, considering returning them to the store. I request that T-Mobile honor our agreement and remove the charge for the AirPods from my bill. I possess a recorded and written copy of our conversation for your reference.

I called last week regarding an issue with a phone number. After being on the phone for 45 minutes, they claimed to have fixed it but are now asking for payment. I am considering switching providers if this matter is not resolved promptly. Please contact me as soon as possible to address this or I will have to find a new solution for this number to be able to reach me. Thank you. My name is Joanna. It's important that someone from customer service reaches out to me today to prevent me from leaving T-Mobile due to this ongoing problem.

T-Mobile (TM) has experienced three successful hacking incidents in under * years, compromising millions of customer records. Recently, TM was hacked again three (*) days ago. Both phones, one acquired from TM and the other from a different vendor, are currently unusable. I need assistance connecting our TM-purchased phone to the TM network. This is a plea for escalated technical support. The phones constantly show "Cellular network not available for voice calls." One phone cannot make outgoing calls, while the other works intermittently, going offline with the same error message. Our location is [redacted] West Ferry St., Berrien Springs, Mich. [redacted]. You can reach us at [redacted] or [redacted]. My name is Jeff Sweet.

I am currently outside of the US and was scheduled to receive a phone call from US T-Mobile customer service on February 16th, [redacted], at 1 PM {CST}. This arrangement was made with your agent on Sunday, January 23rd, [redacted], before my travel. I was requested to cancel all lines on my account by today, February 16th, which is the last day of my billing term. However, I have not received the phone call yet and it is already 30 minutes past midnight here. I spent over 90 minutes on hold during my last call and another 20 minutes making arrangements with the agent "RM" before my travel. I was assured that the scheduled call would not be a problem. I am disappointed and frustrated. Can you please provide a way to contact T-Mobile customer service for free while calling from Europe?

I have T-Mobile home internet. When I signed up in November last year, I made it clear to the agent that I only wanted the internet, no extras. However, she kept pushing additional add-ons on me. Despite my insistence on just the home internet, she included a Hotspot without my consent. I was assured it was part of the $60 monthly fee, but it turned out to be an additional charge on my bill. I've been trying to resolve this issue since before Christmas by calling customer service three times a week. Unfortunately, I've been put on hold for a total of 16 hours each week. Visiting a store didn't help as I was directed back to call customer service while being there. Each time I call, I have to repeat my situation, only to be transferred to someone who couldn't assist, prolonging the calls. Despite the frustrating experience, I simply want the extra charge removed from my bill and to continue with the internet service. If not resolved soon, I will escalate the matter to the FTC and the State Attorney General due to deceptive practices.

Hello, I am Carole Harriott reaching out on T-Mobile at 07[redacted]37. Recently, I received an email from T-Mobile urging me to either place a call or update my account information to prevent potential deactivation due to inactivity. Currently in Crete, Greece, I am unable to access my account via my old Apple phone. I am hoping you can ensure my T-Mobile account remains open and that my long-held number, 07[redacted]37, will not be deactivated. Unfortunately, I am unable to receive calls on my number while abroad, so I kindly request confirmation via email promptly. Thank you for your prompt assistance.

I previously worked at Cricket and recently started at T-Mobile. I visited their 35th and Broadway location for their promotional offer of a free 5G phone when opening a new line. However, my experience was frustrating. The employee misled me by saying the offer was only for switchers, which was false. She also quoted me a higher price without considering different plan options, which I knew to be inaccurate having just completed training elsewhere. The sales tactics felt dishonest, with continuous upselling and misrepresentation. Adding to my dismay, the phone I received is faulty with various issues like screen visibility problems and volume malfunctions. When I tried to return it, I faced resistance from the staff, even the manager AJ, who seemed uninterested in resolving the situation. The overall service was poor, with a lack of accountability and professionalism. In addition, the atmosphere around the store seemed questionable, with open drug dealings happening. I seek assistance in resolving this matter promptly as I expect better from a company I have been loyal to. A functional device and transparent offer should not be too much to ask. I appreciate any help with this situation. Thank you.

My iPhone 13 issues have not been resolved despite spending countless hours on the phone with customer service. Recently, the problem arose when my SIM card got locked or restricted, rendering my phone unusable since then. Since purchasing the phone, I have faced security concerns which have made it difficult to manage various functions like downloading apps, subscriptions, changing passwords, and even using the phone. Due to the inability to resolve these recurrent issues and the lack of willingness to replace the phone by both the service provider and Apple, I am left with no choice but to cancel the service on this device. Additionally, the SIM card is still locked, and it's important to address this. Please advise on the process for returning the phone, whether by dropping it off or sending it back.

I have an ongoing issue that I originally reported to corporate regarding being misled about current offers. The representative stated I needed to switch from my current active company to receive a free 5G phone. However, all I needed to do was open a new line, which was my intention when I visited the store. The representative falsely claimed I had to pay $[redacted] to leave the store with the cheapest option, pressuring me into a $60 plan without presenting other choices. The phone options she limited me to were both around $[redacted], and despite not liking either, I had to choose one for my children. Unfortunately, the phone I purchased has been malfunctioning since the first day. I am experiencing volume issues, extremely dim screen brightness even at maximum settings, and unresponsive touch when using apps. I am seeking a refund for this unsatisfactory purchase. As a long-time Metro and T-Mobile customer, this has been a disappointing and distressing experience. Your assistance in resolving this matter would be greatly appreciated.