T-Mobile Customer Service Issues

Archive 38

The following are issues that customers reported to GetHuman about T-Mobile customer service, archive #38. It includes a selection of 20 issue(s) reported July 13, 2022 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I am using a T-Mobile phone on my best friend's account. Due to budget constraints in March, the service on my phone was temporarily disconnected. T-Mobile restored the service on July 10th, but I was given a new phone number, which is now [redacted]. Despite trying to restart the phone as advised by T-Mobile, I still do not have service. I am currently in Mexico and would appreciate assistance in activating the phone promptly. The main account number associated with this phone is [redacted] under the name of Joanna Hall.
Reported by GetHuman-mknavarr on Mittwoch, 13. Juli 2022 17:07
My husband has been paying for phone insurance for over a year. Recently, his phone was stolen, and we reported it to T-Mobile. However, we were informed that he did not have insurance and his claim for the iPhone 12 Pro was voided. We are disappointed and baffled by this situation. Despite being promised an investigation within 60 days, we have not received any updates. As loyal customers of four to five years, who have always paid our bills on time and purchased insurance for our devices, we are shocked by the lack of communication and service from T-Mobile. We are now considering legal action. Please contact me at [redacted]. Thank you.
Reported by GetHuman7648980 on Dienstag, 19. Juli 2022 23:52
I recently closed my previous account with you. Despite paying over $[redacted] to close it, I received a bill for $[redacted]. I am a senior citizen and have been a customer for over 17 years. I consistently encounter issues with my bill and struggle with customer service representatives who have difficulty communicating in English. It is frustrating that I keep getting billed for services I did not authorize, such as giving someone in another state an iPhone. I have a new phone number now. When I tried to switch to another provider, there was some kind of block preventing me from doing so. I have tried contacting T-Mobile multiple times with no success. I believe it is time to escalate this matter to corporate. My name is Jan S. from Branson, Missouri. I request to resolve this issue promptly by stopping the erroneous charges, providing the owed refund, and allowing me to switch providers. Thank you for your attention to this matter.
Reported by GetHuman7658470 on Samstag, 23. Juli 2022 06:21
I have been a T-Mobile customer for decades. As a senior with disabilities, I recently discovered T-Mobile was offering free phones for individuals with health issues like mine. My first call didn't go well, but the next representative assured me she would resolve the problem. She mentioned sending the new phone and later an internet box, promising to explain how to set up the internet service over the phone. While the internet box arrived promptly, the phone didn't. I tried reaching out to the representative with no luck. No instructions came with the internet box, and I assumed I wasn't being charged. However, when asked about the internet service, I explained the situation and requested its cancellation since I hadn't received guidance or set it up due to my health challenges. I won't pay for a service I haven't used, especially after being a loyal customer for so long.
Reported by GetHuman-murraysb on Mittwoch, 27. Juli 2022 13:01
I have been experiencing a lack of data and service for several days now. I purchased a new SIM card, but I was informed that the issue is due to a tower under repair. Instead of providing a solution like a replacement phone or a discounted portable hotspot, I was advised to wait up to 3 more days. This situation has prevented me from doing my job which requires a functioning phone, causing me to lose almost $[redacted]. I find it unreasonable that my service is not being maintained considering the circumstances. I am in urgent need of a phone line with data and call capabilities to handle my rent and storage payments. The current situation is causing financial distress, and I would appreciate an immediate resolution.
Reported by GetHuman-justabb on Samstag, 30. Juli 2022 10:50
T-Mobile mistakenly added an unauthorized phone to our small business account, sending it to us and charging us. We were promised a return kit that never arrived. They provided a tracking number for the return kit but it was actually for a new order of 3 phones. The store refused to accept the unauthorized phone as returned. After multiple calls, someone at customer service mentioned sending another return kit, but it took days to find someone reliable to assist with the issue. Having been with Sprint for 30 years without problems, the lack of reliable customer service at T-Mobile is disappointing for our small business.
Reported by GetHuman7686454 on Montag, 1. August 2022 14:26
I am facing a serious issue and feeling very frustrated. Around a year ago, I had T-Mobile internet service, which suddenly stopped working without any reason provided. After much effort, I found out they no longer cover my area, even though my neighbor still has the service. I tried multiple times to return the equipment but received no guidance on where to send it. The customer service was unhelpful and extremely challenging to reach, leading me to give up. Now, after all this time, I received a bill of $[redacted] in collections, affecting my credit score. I want to clarify that I shouldn't owe this amount because the service was disconnected. I am determined to resolve this matter to repair my credit score, even if it means seeking legal assistance. I am willing to return the equipment but request that this issue is rectified promptly. Your cooperation in removing this from my credit report is essential to me. Thank you for your attention. Best, E.D.
Reported by GetHuman-emmorey on Mittwoch, 17. August 2022 20:35
I traded in my warranty phone, but instead of receiving the same phone back, I got a different one. After sending the old phone with the label as requested, they called a month later claiming they never received it, which is frustrating. Despite speaking with three different representatives who provided contradicting stories, I refuse to be charged $[redacted] for T-Mobile's mistake. I've been a loyal customer for over a decade, always paying my bills. I demand a resolution as I won't pay for an error made by T-Mobile. The situation is unjust, and their lack of accountability is unacceptable. The discrepancy of me not receiving the same phone I sent raises doubts about their processes. T-Mobile needs to investigate and rectify the situation promptly.
Reported by GetHuman-renee_je on Sonntag, 28. August 2022 00:24
I recently exchanged my phone with the warranty service. They returned a different phone and claimed they never received the one I sent back. After providing the receipt and tracking number, they eventually found the box in the warehouse but the phone was missing. Subsequently, they said they located the phone but insisted it was the incorrect one. As a loyal customer for over a decade, I find this situation disheartening. They've been charging me $65 monthly instead of $50 and are now asking for $[redacted] for a phone that their staff seemingly misplaced. I am adamant about not paying for their mistake, and they are stating there is no solution to this issue.
Reported by GetHuman-renee_je on Sonntag, 28. August 2022 00:33
I had a terrible experience with T-Mobile regarding my new Pixel 6. The replacement warranty phone I received had even more problems, causing me a lot of frustration. Being disabled, communicating with T-Mobile reps over the phone was challenging due to their fast speech. Last week, not being able to make or receive calls caused panic among my family members trying to reach me. It is crucial for me to have a functioning smartphone as it serves as my electronic brain. After enduring multiple issues with each Pixel phone I received, I spent hours transferring my medical and account information with every replacement. Following a lengthy customer service chat session, I was promised a trade for an iPhone, but the store manager denied the request upon my visit. Dealing with more faulty phones and data transfers is overwhelming and unacceptable, especially considering my disability. T-Mobile's broken promises and lack of empathy have been incredibly disappointing.
Reported by GetHuman-meschilz on Freitag, 2. September 2022 06:45
On approximately July 26, [redacted], I visited the Owasso, Oklahoma store seeking assistance with my S10 phone. The manager assured me three times that I could upgrade to an $[redacted].00 S22 with no extra monthly fees, except for a $33.00 charge with a bill credit of the same amount. Despite not requesting insurance, I received insurance details by mail indicating a $36.00 monthly cost, which I promptly had reversed by calling [redacted]. Although the customer service was helpful, I later discovered my bill would increase to $[redacted].00 from the original $70.00. On August 16th, during my visit to the office in Owasso, I spoke with the District Manager, Chad Rosanalli, hoping to resolve the discrepancy. He explained he couldn't alter the plan but agreed to credit my account $[redacted].00 as promised. Chad proposed I switch to the MAX plan at $90.00 per month and still receive the credit. After making the switch, I realized the $[redacted].00 credit was missing from my account. Despite attempts to reach Chad through [redacted] customer service, no progress has been made without his approval. I have been unsuccessful in getting a response from Chad and need to speak with him directly to address this issue. The decision to upgrade our phones was based on the assurance of no additional monthly charges.
Reported by GetHuman7795396 on Freitag, 9. September 2022 17:10
I signed up with T-Mobile in October [redacted] for two phones, an internet router, and three lines of service. I later discovered it was a two-year contract to pay off the phones. I paid prorated monthly charges when I signed up, but then was charged the full amount shortly after. On September 9, I transferred responsibility for one phone, the home internet router, and two service lines to another person, leaving me with one phone and service line. Although the transfer was successful and confirmed via email, the billing did not reflect the change. Despite contacting customer service several times, the issue remains unresolved, and the charges remain the same as the previous 10 months. I simply want to pay for what I am responsible for - not for services or equipment I no longer have. It seems like a basic math issue that should be easy to resolve.
Reported by GetHuman-dezdadud on Mittwoch, 14. September 2022 12:33
On July 1st, my family traded in three phones - one in-store and two to be mailed (S21 and LG). After we received the new phones, we mailed the trade-ins. The LG was received and credited, but T-Mobile claimed they never received the S21. Despite tracking showing it was in transit, T-mobile failed to credit $[redacted] for the S21. I contacted T-mobile multiple times from July to September, speaking to eight representatives. Today, Supervisor Kat explained they had all three phones but the labels were mixed up. She insisted the wrong label meant no credit. I requested to speak to her superior, but she claimed to be the highest. I asked for contact info to escalate, then she agreed to connect me to her manager, Christian F ID# [redacted]. I elaborated on the situation, stating it made no sense to deny my credit when they had both phones and labels. I emphasized the need for the promotion on the phone ending in [redacted].
Reported by GetHuman7815988 on Samstag, 17. September 2022 17:02
We recently switched our television service from Dish to Comcast and were instructed by Dish to return their equipment via UPS, which included a DVR and two cable boxes. Regrettably, the items were mistakenly sent to T-Mobile instead of Dish. The UPS Tracking Number is 1Z9E86E[redacted]6, and the T-Mobile Return Order is SCJFZ35PUS dated 06/06/[redacted]. The package, including a NOK 5G21 Gateway Gray Kit, was delivered to T-Mobile's Fort Worth, Texas facility on 06/13/[redacted] at 8:19 a.m. Despite contacting T-Mobile customer service multiple times between June and September, we have not received the necessary assistance in retrieving our package. Dish has charged us $[redacted].00 for the missing equipment, and we are eager to have our property returned promptly. We are long-time T-Mobile customers and expect fair and respectful treatment in resolving this matter. We stand ready to cover shipping costs back to our address if required.
Reported by GetHuman7833505 on Samstag, 24. September 2022 16:06
I have been struggling with a text messaging issue for the past 2 months. Despite numerous calls to tech support, the problem remains unresolved. Each time I call, I end up repeating myself and the technicians often misinterpret the information. The issue pertains to receiving a message that says, "Free msg: Unable to send message-Message Blocking is active," when trying to text certain contacts. Even though these contacts assure me that I am not blocked, the problem persists. Local store technicians couldn't identify the issue, and I was even instructed to visit a T-Mobile store and then an Apple store for assistance. The Apple representative suggested that it is a network problem. If this matter is not resolved soon, I am considering switching from T-Mobile.
Reported by GetHuman7841232 on Dienstag, 27. September 2022 19:57
I am encountering two issues that I need assistance with. Firstly, I have experienced a billing problem after falling victim to a company posing as the T-Mobile billing department. I would appreciate the opportunity to discuss this matter with a legitimate T-Mobile representative. Secondly, my Samsung Galaxy S21 5G seems to have a virus. Various app icons continuously appear on my screen, disrupting my phone activities when I try to remove them. Despite seeking help from T-Mobile representatives in Adrian, Michigan, they informed me that there is no solution for this issue. Additionally, I face disconnections during phone calls while using the keypad. These challenges are becoming frustrating, and I am unsure where to turn for assistance. Any guidance on how to address these problems would be greatly appreciated.
Reported by GetHuman6538851 on Dienstag, 4. Oktober 2022 13:30
The uploading speed of the service is too slow. Today, I attempted to fix my Kohl's account login with the help of a representative over the phone. Unfortunately, after experiencing 5 minutes of spinning circles and being unable to log in, I had to give up. The security questions, like my first job, were not recognized by the system when I tried to change my password. Despite trying variations, such as inputting "Loolapie" with and without zeros, I ended up being locked out after trying "L00lapie." I have an Etsy shop, PigOutreDesigns, where I need to check the placement of my piggy photos, but the page just keeps cycling and doesn't load properly beyond the first few pictures. This issue appears to persist on other sites too due to slow upload speeds that sometimes drop to 1 kbs, likely due to a local tower problem. The speed feels comparable to dial-up. Communicating with the representative was challenging, so I prefer the chat function.
Reported by GetHuman-tubsterp on Donnerstag, 6. Oktober 2022 18:24
I used to be a Sprint customer without any issues, but now that I've switched to T-Mobile, I'm having trouble making calls from home in my rural area. Despite having a 4GLTECellSpot from the Hancock Village Store in Chesterfield, Va., it won't complete the setup properly. While the power light flashes green, the 3G/4G and 4GLTE lights are not activating. I've tried turning off wi-fi calling and wi-fi, resetting the router and cellspot, but nothing has worked. This has left me with poor service, unable to make calls except for emergency calls. All I want is for my cell phone to work properly so I can use it at home.
Reported by GetHuman-dallenja on Mittwoch, 12. Oktober 2022 19:10
I received my replacement refurbished phone on the 16th at the T-Mobile store in Mesquite, Texas at Town East Mall. I have been a loyal T-Mobile customer for over 20 years. I encountered several issues with the phone I received. Firstly, I prefer not to have a lock on my phone due to physical and cognitive challenges. Secondly, performing a Full Reset would delete essential music and conversations that cannot be replaced. Thirdly, the phone is unable to make outgoing calls, including emergency calls. Lastly, the password function only displays "x" for each character, making it impossible to verify the inputted letters.
Reported by GetHuman7900813 on Montag, 24. Oktober 2022 01:46
After four days of trying to cancel my order, I have been met with frustrating resistance. Initially, I was deceived into believing the phone had shipped when it hadn't, and faced pushy tactics to keep the phone I never wanted. Despite indicating my clear desire to return the device and opt-out of their service, I am bombarded with offers of assistance I don't need. The online questionnaire suggested a phone and plan that did not align with my preferences, leading to further complications when attempting to rectify the situation. Communicating with them through Facebook Messenger has only resulted in repeated requests for an envelope to return the unwanted phone. Their disregard for my basic needs and attempts to enforce a costly plan and subpar phone have left me immensely dissatisfied. The lack of transparency and manipulation in handling the cancellation process has only added to my frustration and disappointment.
Reported by GetHuman-jenasisg on Mittwoch, 26. Oktober 2022 17:41

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