T-Mobile Customer Service Issues

I originally had T-Mobile and traded in my phone for three new phones. We then discovered my husband could get a better discount, so we transferred the account to his name. However, now they are asking for the phones back. I am concerned about how my husband will have a bill without any phones. I have contacted customer service numerous times, and my husband has also called multiple times. I just received a bill for $[redacted], and I am confused about the situation. If I return the phones, how will my husband have service without them? We are in the same household, and all we need is a simple switch of responsibility. Please help resolve this issue swiftly.

I am an Assurance/T-Mobile USA customer looking to port a number to my account. The current number I have from Assurance/T-Mobile is not owned by them but by Mcc Telephony of Iowa. I have confirmed with the owners of the landline number that it is eligible to be ported with no restrictions. To proceed with the porting process, I believe I need a T-Mobile-owned phone number to have ownership and make necessary changes. Currently, the assigned Assurance/T-Mobile number is owned by another company, Mcc Telephony of Iowa.

I am an Assurance/T-Mobile customer with an issue regarding porting my number. Despite my assigned number being unable to be ported, I have confirmed its portability with my landline service provider. I have verified that Assurance/T-Mobile lacks ownership of the number I wish to port. I am seeking a T-Mobile owned number to facilitate the porting process, benefiting both parties. If I cannot reach a knowledgeable and caring T-Mobile representative, I may have to consider switching to a service provider that truly owns their assigned numbers.

Please deactivate the phone line associated with [redacted] immediately to prevent unauthorized use. I am concerned about the information the unauthorized user may have accessed and the texts they are receiving. I need to dispute any unauthorized charges on the account. Please thoroughly investigate the account activity and reach out if more information is required regarding the theft or loss. I hope all the relevant facts will be considered during the investigation, including reviewing the account usage during the period the device was missing until it was back in my possession. I can provide documentation to show the device was not with me when the charges occurred. Thank you.

I am still experiencing ongoing financial difficulties and require further support. Last month, I discussed my situation with a customer service representative and set up payment arrangements. However, due to another six months of unemployment, I could only make a partial payment. It seems that my plan benefits, such as free Netflix, the senior Magenta plan, and phone service, have been canceled. I am currently liaising with the EDD and State disability services for assistance. I receive my income monthly from the Veterans Affairs Service-Connected Disability, and while I will have more funds next week, I am still in need of a hardship assistance plan. Reinstating the free Netflix would be greatly appreciated as I am now being charged $15.49, which I cannot afford. This amount was designated for my weekly food budget. I am wondering what financial assistance programs are available to help me at this time.

In October [redacted], I visited a T-Mobile store to switch from AT&T and was unable to complete the process due to a missing SIM PIN. In December [redacted] and January [redacted], I received bills for unused services, which I reported to T-Mobile Support. After several attempts and assurances from representatives, the issue seemed to be resolved. However, in May [redacted], I started receiving calls from a Collection Agency for a disputed amount of $[redacted].25. Despite contacting T-Mobile Support numerous times, I struggled to obtain a satisfactory resolution as representatives claimed the account was closed and inaccessible without a PIN. Finally, on May 17, [redacted], after speaking with a Service Rep named Mark, I was informed that the account was written off in February and sent to Collections. Mark promised to investigate further and update me within 48 hours, but after ten days with no response, I called T-Mobile Support again on May 27, [redacted], only to be informed that there was no record of my previous interactions. The erroneous bill has now negatively impacted my credit score.

I have been using a MagicJack VoIP device with Spectrum for a few years without any issues. Recently, I switched to T-Mobile Home Internet, and now I am experiencing one-way calling problems with my MagicJack. Despite improving my internet speed to 65-[redacted] Mbps for downloads and 4-6 Mbps for uploads, my ping remains unstable. I have attempted to resolve the issue by configuring port forwarding on my router and opening ports [redacted] through [redacted], but the problem persists. After reading about SIP ALG, I am curious if it can be disabled as it may be contributing to the complications. Common symptoms of SIP ALG interference include one-way or no-way audio, call failures, audio interruptions during calls, ringing phones that cannot be answered, and difficulties with internal network calls.

I recently signed up for a business account and was informed I could have 2 routers for primary and redundancy services. I received 2 gateway routers with a hard-coded LAN IP address of [redacted].[redacted].12.1 /24. When both routers are turned on, there is a duplicate error leading to a broadcast storm due to both devices pushing DHCP with the same subnets, causing network crashes. I have requested support to change the LAN IP of one router to [redacted].[redacted].13.1 /24 and add public IPs to both routers. However, despite contacting support, I was transferred between home internet and business departments without a resolution. My ticket number is [redacted]2. Technical support seems unaware of my issue. The phone numbers associated with the routers are [redacted] and [redacted]. If the current product does not support my required changes, I would like to know what alternative products are available or how to return the equipment if I choose to switch carriers.

I purchased a Cat S22 on May 6 for $[redacted] and returned it within 5 days. I have not received a refund deposited into my Wells Fargo account yet. Furthermore, I cancelled a protection plan my husband had signed up for within 30 days and we are still awaiting the $39.77 refund for that. In addition to these issues, my 2nd Alcatel phone is causing numerous problems such as connectivity issues, volume control problems, call failures, and dropped calls. Despite seeking technical assistance, the phone remains problematic. Although it is now a few days past the return window, I plan to send it back to be examined, as it is not functioning properly. I am considering purchasing a different phone from Verizon in the hopes of finding one that operates more reliably.

Hello, I'm here to share my recent experience with T-Mobile. I recently purchased a new phone and opted for T-Mobile service for the first time. Despite requesting a connection and SIM card with my old number, I discovered my phone wasn't eligible for unlocking and had to return it to Amazon. The following morning, I contacted T-Mobile to cancel the account as I hadn't even used the service. To my surprise, two months later, I received an $81.14 bill for a service I never used. Despite not activating the SIM card received later on, I was informed it didn't need to be returned. Currently, I am with ATT and willing to send back the SIM card if needed. Please assist in resolving this matter as I cannot afford to pay for a service I never received. Thank you for your help. Email: [redacted]

I am experiencing phone service issues with T-Mobile due to an unexpected balance of nearly $1,[redacted]. The problem began in February [redacted], when I discovered an unauthorized second line opened on my number [redacted]. Initially, the bill was around $[redacted] - [redacted]. I contacted T-Mobile and was informed back in February or March that my account had been wiped clean of the fraudulent charges and the balance was zero by the end of March. Following this, I encountered difficulties with Assurance regarding a lost Apple 13 phone, as they mistakenly sent a replacement device to Texas instead of Ohio. Despite my frustrations, I purchased a cheaper phone from T-Mobile while retaining my number. I was advised that my monthly payment would be $[redacted].79 due on April 9th. However, my service was recently disconnected due to the alleged outstanding balance of almost $1,[redacted]. Seeking clarification on the charges and puzzled by the sudden increase in my balance, I visited a local T-Mobile store but was unable to obtain a satisfactory explanation. The discrepancy between a zero balance in March and the current balance is confusing and frustrating. Any assistance in resolving this matter would be greatly appreciated.

I've had the T-Mobile home internet service for about a month now, and I have to say it's not great. When signing up, the coverage check with a 5-digit zip code is limiting, especially for those of us living in rural areas on the edge of counties. The new router looks nice but lacks external antenna hookups crucial for remote locations. The absence of a power button is inconvenient, and the app's glitch resetting the router at night is frustrating, as it prompts a setup page in the morning, making it difficult for me to navigate. Being a 65-year-old disabled veteran, climbing stairs to reset the router daily is not easy for me. A 9-digit zip code option for coverage checks and improving the app's functionality for remote troubleshooting would greatly enhance the service. A chat feature accessible through an online portal would be beneficial for users facing app limitations. I hope these issues are addressed to avoid seeking an alternative service provider. Thank you.

I am considering returning to Tracfone because using an unlocked phone with T-mobile has been a disappointment both in London, England, and at home in Lincoln, NE. The phone seems incompatible with T-mobile as apps get wiped out, passwords are not recognized, and the experience has been a nightmare. I plan to switch back to Tracfone tonight but need guidance on stopping T-mobile charges. Additionally, I don't believe I should be charged for the international service purchased in London, as it did not work well outside my hotel room and even stopped working there due to issues with the hotel's wi-fi password. - Brian Harrifeld

My online account has been compromised, and I am unable to access it as the hackers have locked me out. I am requesting to freeze or block the online account to prevent further unauthorized access. I also would like to stop the email from being changed within the account and request paper statements instead of email printouts. The current method of sending paper copies needs to be revised to ensure security. If the online account is not closed, I am unable to regain control. My email address is [redacted], and our physical address is 22 Skylark Street, Dayton, TX [redacted]. I would like to establish a PIN through mail to enhance security. When contacting customer service over the phone, I encounter the hackers, and revealing the PIN becomes a risk. The policy for setting a PIN should be adjusted to assist individuals in similar situations. These hackers swiftly create online accounts after a phone purchase. If there is an alternative address needed for me to provide to the authorities, please let me know.

I upgraded my old iPhone through T-Mobile with a "free" device but had to send in my old phone. Even though I returned it in March, I got charged in April and May for not returning it. They said they received it with water damage in May, but I have proof that it was delivered in March in good condition. I even have pictures and phone records supporting this. Despite speaking with multiple representatives, managers, and claims department, I am still being charged for a phone I returned. The local store was also unable to assist. Now I'm stuck in a contract and paying for a phone that I shouldn't be.

On 12/14/21, I signed up for a deal that promised two lines plus one free, along with an $[redacted] credit for each trade-in phone. However, T-Mobile did not apply the promotion and charged me full price for the new phones on a prorated monthly basis. After spending countless hours on the phone with 24 different customer service representatives, managers, and sales agents, I thought the issue was resolved when I received shipping labels to send back the trade-in phones. I shipped out two of the three phones and have proof of delivery from UPS. Unfortunately, T-Mobile has not confirmed receiving the phones, causing me to hold off on sending the third one. The situation remains unresolved despite my efforts to rectify it.

I have experienced chaotic and dreadful customer service outsourced to the Philippines for the past 24 hours. I was stuck abroad in Italy with Covid, purchased an International plan for 30 days, only to find out it wasn't effective in that situation when used from the U.S. After using it twice, I was charged $[redacted].11, which is unacceptable. The lack of proper customer service is frustrating. I spent over an hour on hold with 3 representatives yesterday who were unable to assist me. The supervisor promised a callback tonight, which did not happen. Today, I requested a U.S. representative and while speaking with the current agent, they left a message without resolving my issue. T-Mobile's customer service is terrible, with messages claiming to connect you with experts being false. The decision to outsource to the Philippines while overcharging customers reflects a lack of care for customer satisfaction. If this charge is not reversed, I will escalate my concerns to your executives and consider switching to Verizon. The service provided is truly disappointing, and I am currently back on hold again.

1. I am dissatisfied with T-Mobile's customer service. 2. My reception with T-Mobile is poor in my new area, unlike what was promised. 3. T-Mobile customer service representatives lack knowledge and may not be based in the country. 4. There are issues of dishonesty. 5. I have not felt heard or respected while trying to resolve problems. 6. Requests for a U.S.-based rep have been denied or ignored. 7. I am a long-time customer, unhappy with the service, and considering leaving due to unresolved issues and unhelpful interactions. I am seeking better reception after transitioning to T-Mobile from Sprint. Previously, Sprint offered a solution with a magic box. Now with T-Mobile, I was assured a booster that doesn't require internet. However, after multiple calls, I was misled about its shipment and its necessity. The inconsistencies and lack of proper assistance have frustrated me. Despite my requests, I have not been connected to higher management or the resolution department. The language barrier has added to the communication problems, and I believe an American-based customer service team would handle my concerns better. Despite being a loyal customer, the service since the merger has been disappointing, and I require better support to consider staying with T-Mobile.

After returning the signal booster to the T-Mobile shop, the representative packaged it and provided a shipping label for you to drop it off at UPS. However, they failed to remove the equipment return from your account. Despite dropping off the package at UPS, the item was not located in the warehouse, leading to your account being sent to collectors and affecting your credit score. You were not informed about the missing equipment during this time. You have been in contact with customer care for the last few months regarding this issue. During a follow-up call, they mentioned that the equipment was located but was awaiting scanning. Unfortunately, this process did not occur as collectors are still waiting for a response from T-Mobile. It would be best to provide guidance on the next steps to resolve this ongoing matter.

My fiancé and I are currently on a Sprint family plan under my daughter's name, but she is switching away from Sprint/T-Mobile. Our Sprint iPhones have been unlocked, and we are looking to switch to the Magenta 55+ plan with T-Mobile. However, I have encountered difficulties getting this transition sorted out at the T-Mobile stores nearby. One person at an independent store mentioned that we may need a transfer of ownership for the phones to reflect that we are the owners instead of my daughter. We also wish to keep our current phone numbers when we switch. In summary, I have two unlocked Sprint iPhones and am seeking guidance on how to smoothly transfer to a T-Mobile plan before my daughter's service ends.