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T-Mobile Customer Service

User Reviews, Ratings and Comments

T-Mobile customer service is ranked #360 out of the 538 companies that have a CustomerServiceScoreboard.com rating with an overall score of 31.20 out of a possible 200 based upon 1344 ratings. This score rates T-Mobile customer service and customer support as Disappointing.

NEGATIVE Comments

1,258 Negative Comments out of 1,344 Total Comments is 93.60%.

POSITIVE Comments

86 Positive Comments out of 1,344 Total Comments is 6.40%.

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Disappointing Overall Customer Service Rating
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  • I called T-mobile before going on vacation to Mexico to find out charges for roaming and such. I was informed by a representative that if I got the international plan while I was on vacation this would be $5.00 extra for the month but the call rates would be 0.33 cents a minute and I would only be charged for outgoing text coming to $0.50 cent per outgoing text. Never once was anything mentioned about when not using the phone keep it off or how to turn off data usage. I come home to a $700+ phone bill. I called T-mobile to find out why my phone bill was so high and apparently they have no such plan. This plan is only for customers calling Mexico to the US and the customer service representative just kept telling me I am wrong and that they offer no such plan. I told them to pull the call. While being put on hold and mute numerous times through out this phone call I will apparently have a resolution within the next 24-72 hour time period. I am very dissatisfied that I am now obligated to pay all of this money due to incorrect information being told to me on there end. I will NEVER EVER recomend Tmobile to anyone and once this situation is corrected and my contract is up I will be cancelling Tmobile for good!

    Anonymous 5/17/12 7:57AM
  • I brought my phone from a T-mobile dealer paid almost $300. for a pay as you go plan used phone with minutes. I paid my next payment a week before it was due $53.96. Then my phone get's shut off. Called Customer service. Well then phone had been reported stolen...How can a dealer sell a phone like that with out clearing the line. Funny thing is the phone was under my name. T-mobile flagged my phone okay they can not unblock it, they asked me to send it to the company still under warranty. I get a brand new replacement. A month later..Now what happened to my minutes I never used? After 3 hours on the phone getting the run around with customer service one rep tells me okay they approved me for minutes. Tried to Make a call. Nope No minutes. Now I am mad been lied to.Then I put the wife on with customer service now she is mad. From the Get-Go this T-mobile company has made me run for my money and very angered. We talked to many, even supervisors that you have to wait an hour for one to get on the line .One Supervisor even made a joke about the whole situation. That is not good customer service after I explained how they robbed me. Telling me that T-mobile does not give credits nor refunds it is written in the contracts.Got a brand new phone for sale.Never Ever Again T-mobile back to Verizon where they will credit you and fix there mistakes as well as apologize not laugh at you when your angry....

    Velez-315 5/16/12 2:29PM
  • I know "buyer beware" should have been on my mind that day however, i put my faith in a company i had done business with for 4 years. I was sent a notice that TMoble had an offer for free smartphones to those who would sign a 2 year contract, although I was a TMobile customer, I had no contract. I asked if i qualified for this offer before even starting the transaction, they assured me as long as i signed a 2 year contract it did apply...the store was packed, it took 3 hours to complete the process, i walked out paying 450.00 which would be refuned to me via a rebate...that was in February, still waiting for the rebate but, that is not my complaint...my complaint is now i am being told i owe for the phones because i was already a customer...i was not under contract, was assured i qualified and therefore was entitled to the free cell phones...i blame myself for trusting them but, when can we trust the one behind the counter to be honest. i am now obligated for 3 smartphones and owe 900.00 and still have no rebate...shame on you TMobile, i really thought you were one of the good ones!!!

    grrrrrrr 5/16/12 1:25PM
  • After loving Tmobile for over 10 years I cannot believe what a change they have gone through. Customer service is now horrible, billing is often incorrect with numerous overcharges, and they conduct several possible illegal business practices. For one, they extended my contract by a year without telling me or having to sign something. Took almost 2 months for Contract Review to finally change my contract back. To date I have switched all 145 business lines and 2 out of 4 of my personal lines over to Sprint. They better respect my business, I got assigned a personal account maanger (since I have so many lines), and cannot wait until I switch my only exisiting 2 lines over to Sprint as well. (Tmobile is blocking me from porting the numbers over even though they are not on contract-might just end up getting new numbers). Also, as a note to ANYONE (consumer or Tmobile) who reads this, the Federal Trade Commission (www.ftc.gov) and some states have a complaint forum and will investigate, prosecute in partnership with the US and/or state attorney generals, and enforce fines and/or changes if they get enough complaints on an issue.

    tmacj19 5/16/12 5:45AM
  • After 8 years as a customer, I was involved in an accident that left me unable to work while recovering from surgery, and as most, had no insurance or income. Contacted T-mobile customer service and explained the situation and asked that my account just be placed on hold for a short time (interruption of service was understood and expected). I was told that they would get back to me. Next contact received was from a collection company for entire bill and breach of contract fee. Thanks t-mobile,you seemed very appreciative of my loyalty and were happy to take my money to renew each year, but as is all to common these days, your loyalty lies in getting that dollar and getting it now....

    Chris 5/15/12 8:28PM
  • The worst customer service EVER! spoke with various reps about several issues, ALL the reps were rude and disrespectful, even combative. Its like going into the Twilight Zone, you can hardly believe its happening, but it is. Please save yourself, pick up 2 paper cups and a string before you even consider doing business with T-mobile, they are simply the worst.

    metetron 5/15/12 10:16AM
  • T mobile customer representative sucks, I just talked to the worse customer service rep. all I need to know is why t mobile network is so slow, he tried to go around all the time, at the very end he couldn't answer me that,

    Anonymous 5/15/12 9:00AM
  • I don't know what happened at T-Mobile but they are not the same company..
    Just talked to two rude representitives..
    My rate plan is 30 dollars higher than I signed up for. that is 360.00 per year.
    Their automated systems fails every attempt.

    Anonymous 5/15/12 7:11AM
  • I have had the worst experience with T Mobile. I requested an upgrade in february only i changed my mind and cancelled the request the same day and was told it wasnt a problem and i had been put back onto my sim only contract. since then i have been charged for a contract and a phone that i never recieved. i have rang them countless time to rsolve it but here i am 3 months later no further forward :(. i havent paid the bill in full as i refuse to pay for i phone i dont have although i have continued to pay them my £15.00 a month for the sim only contract i should be on. My phone has been disconnected many times ue to me having an outstanding balance on my bill (which i dont owe). i rang them this morning and cancelled the contract which takes 30 days, i hve gave them many chances to resolve this and after 3 months i have had enough, my advice to anyone is never upgrade unless your 100% because even though they state you have 48hrs to change your mind its more hassle than its worth to cancel an upgrade. Any advice on who i can turn to next to get this bill squashed?

    cutoff 5/15/12 2:20AM
  • I have used Sprint for my cell phone provider for the last 5 years. I had decided to switch to T-mobile because of the pricing of the pre-paid smart phones and the network coverage. I planned on being a T-mobile customer for years to come.

    I ordered a non-contract phone on 05-06-2012 from T-mobile website. The only information needed was my name, the address to send it to, phone number, and payment method. My credit card payment was processed and I received confirmation.

    On 5-9-12, I checked the status of my order online. Everything appeared well on the “view order” page and I took the tracking number from that page to UPS. I was surprised to see that my package was being returned to sender. I called the number on the “view order” page and was told that the security department ordered the return of my package. That something raised a red flag. I was told I could buy the phone at a store, but I stated that it cost $50 more at the store. I asked what was the issue and they said they didn’t know. I asked to talk to someone in security department and he said that the notes said not to call me so they would not talk to me. It is nice to know that I could have been left waiting for my phone for weeks without any notification. If you cancel someone’s order, you should have the decency to tell them.

    So only a couple things should have triggered this. I looked at the limited information given during the order. I used my current cell phone number for the contact info, but that number was from a different state, so I thought that was probably the flag. I re-ordered the phone using my work phone number (local) and used a different credit card. Considering that a pre-paid phone is a product you can buy at any store with cash, like any other online purchase, payment should be the only concern for a pre-pay phone.

    I was surprised to discover through package tracking that my phone from this second order was being returned to sender once again. I do not know why your company is discriminating against me and refusing me as a customer. (I would say I have perfect credit, but they dont even look at that for pre-pays!) I have shared this information with everyone I have talked to face to face and online in the last week… recommending others to use any provider except T-mobile. They have lost all future business from me, and some of my family/friends.

    ambrosialea 5/14/12 1:40PM
  • I have been a customer of T-mobile since 2004. Moved my number to ATT three months ago after paying all my outstanding bills. I've already noticed the difference-my bill is straight forward and predictable. Been losing money all these years. Besides, T-mobile appears to be suffering from separation anxiety disorder. Every few weeks, an agent call me about a bill that was not paid.
    No wonder they are losing customers daily.
    Poor customer service.

    wilson 5/14/12 8:48AM
  • Tmobile is the worst cell phone service. I have no service when I spoke to a supervisor about this issue she stated that i signed an agreement that stated I wouldnt be
    WHAT?
    I was also recommended to move into a ranch style home
    WHAT?
    I was told to reset my phone did that lost all my work notes. Still no service.
    I sit on the phone with them for at least 2 hours at a time because they think I have nothing better to do with my time then file tickets and re set my phone so that once again have to do it again and again
    I waited for that supervisor to call me back but she didnt she did note that she did and she left a message. I wonder who she called? It wasnt me.
    Here I am again my 50th call to Tmobile stating that I will in fact be responsible for early termination fees and my last bill. But I want a refund of 1500.00 for the year service I paid for and didn't have service. I would like to start a class action Law Suit on Tmobile.
    I have had enough

    TMistheworst 5/14/12 8:30AM
  • I have been a 5 year customer. 3 weeks ago something happened to my service at my home. Like no service. I have free roaming and according to T-mobile, AT&T is a partner of theres and that is the tower that I have been bouncing off for the last 3 years. Now there seems to big a huge issue with using AT&T towers and T-Mobile hasn no answers why it won't work. I have spent hours on the phone with Teck Support, bought a new phone replaced the sim card and still no service and no answers. Worst service I have ever experencied. But, they get an A+ for top of the class for excusses and not returning phone calls.

    Very Unhappy 5/10/12 10:04AM
  • horrible horrible horrible horrible customer "service." all they do is waste my time and give a runaround. Horrible horrible service. Will not lift a fingerto help. Keep you on hold forever. Foreign staffers who do not have the English thing down quite right, refuse to help, provoke customers then use it as an excuse to hang up or pass the call along to another wait queue.

    There is no concern or care for the customers AT ALL.

    tester 5/7/12 6:48PM
  • For billing information, the service is OK. For phone problems the staff is helpful but they seem to be contracted from India or other countries with heavy accents so it is difficult to understand the service person. On-line help is impossible, useless or worse, a real time wasting system.

    DrDuke 5/7/12 11:34AM
  • I was with T-Mobile for more than 10 years. As a loyalty Customers faced lot of problem with the poor Customer Services. I always had any time any network contract but why you call someone from Virgin, Lyca Talk or other is chargeable. I have been told by T-Mobile Customer Services that these provider are not in UK. This is really funny you call someone in UK and you been for it when you have any-time any network contract.

    raj 5/5/12 9:06AM
  • T-Mobile is horrible! If you ask 10 reps the same question, you get 5 different answers. What is the problem? Is it poor training or have they coached their reps to say anything you want to hear. I spoke to one agent who made a recommendation on how to improve the terrible phone service I was experiencing. She suggested I switch out my phone via the warranty program yet AGAIN. I specifically said, repeatedly, I did NOT want to do anything that extended my contract. She repeated assured me that was NOT the case. I found out a few days later, when I called customer service for another reason, that my contract had been extended. I wrote corporate and customer service and asked that they LISTEN to the call. They said they couldn't listen to the call, and the transaction that was done requires a contract extension. Sooooo sorry! That is just one example of the many problems I have had with them.

    SPalm 5/4/12 7:09PM
  • I am so unhappy with tmobile. I have been with them for about 7 years. I had 2 lines and added an additional line. When I added the aditional line they offered me a free phone and after accepting the free phone, I realised after a month that they are charging me a data plan. When I asked them they said that phone comes with data so by accepting the free phone you signed 2 years of data plan as well. This phone was for my 4th grade daughter to just make sure I can reach her incase the school bus comes early and dropps them. So I only asked them for a voice not data. They will not remove the data plan after talking to them for couple of calls and wasting couple of hours of my valuable time. Now I have to look for another carrier and move all my 3 lines

    Max 5/3/12 9:23AM
  • I am so disappointed in Tmobile. I have had their service for going on 15 years and they will not stand behind their product on a phone I just bought. I have 5 lines and will now see how I can get out of my contract.

    MEK 5/2/12 2:37PM
  • very hard to get to talk to someone, after asking going through prompts asking for rep, just kept getting "call is ending now.

    Anonymous 5/2/12 12:46PM
  • They have the most horrible coverage, calls are always getting dropped, and yet their prices are still expensive. Their customer service is even worse than their coverage, you call for extensions on your bill and they will still make you pay and refuses to credit any reconnectin fees that incurs because they didn't want to extend for a few more days to begin with. They will cut off your service if regardless if your past due bill is $1 or $100 so they can charge those reconnection fees.

    Anonymous 5/2/12 11:45AM
  • T-Mobile lied to me to be able to receive and send e-mails. After month the finally admitted they don't support earthlink e-mail. So, I can receive but never send. Then I wanted more minutes and they would only do it in agreement of another 2 year plan. I had no cell coverage in my home for 2 years, I asked for 1/2 year earlier termniation of contract without termination fee of 4 x $200. They denied, but send me a cell phone coverage booster equipment and confirmed over the phone, that this will not affect my only 1/2 year agreement left. They lied. Yesterday they told me with this equipment I started another 2 year agreement.

    Lina 5/1/12 10:55PM
  • I have been trying to sort out my billing problems since July 2011. Last July once I switched to month to month, I could no longer speak to anyone on the phone. They sent a "balance" into collections (of course, the collections agency never sent me any notice so I'm not sure their legitimate).

    I do not owe them any money. T-Mobile says to talk to the collections agency-there's nothing they can do and the collections agency tells me to speak with T-Mobile.

    I've written 4 letters to TM and never received a response. I have now filed a complaint with the FCC and am now going to have to file in small claims court (which I've never done in my life!).

    ECS 4/30/12 8:12AM
  • T-mobile is just not what they use to be.....I find thru all the years I been with them the last 2 has been the most un faithful lying deciving company of all cell phone companies. You have to deal with rude unconsidered tech. They offer you things an you clarify what it is thete offering..an boom before you know it when bill comes its a third more than wehat they claimed it to be! You call to see where and what happen an all they could say is no its not so. You are told to contact contract reviews to dispute what one of there own techs offered and you agreed to but come to find out you agreed to a different agreement..Just sad you have no live feed back or perdon t to speak to on thru email or fax.What type of customer can be provide this way..Just will have to suck up$1.000. Cancellationfee n be done

    onebadmistake 4/29/12 5:19PM
  • I wrote T-Mobile a 2 page letter explaining the issues I had during a series of 2 phone calls that I made to them on the same day abou an offer that was made to me durimg the first call. I spent a good amount of time giving this letter and the words I put into it alot of thought. It wasn't a bash T-Mobile letter but one I thought they would understand and react to in a business type manner. To my surprise the response was very short and didn't address any of my issues. But they did let me know that my next payment was X amout of dollars and the due date ! Wow, I wasn't ready for that. What in the world are they thinking over there. I know when and how much my bill will be for next month. Then in the next sentence I quote " It is always our goal to provide exceptional customer care on every contact ". It's laughable really! I have 4 lines with them now but you can be sure that once my last line reaches my contract date I will be ready to move on to what I hope will be a better experience in the cellular business. I have to believe that there is a cellular company out there that would like to have a loyal customer , one that always pays his bills on time with an average bill of close to $375.00 dollars with all the extra's. I guess only time will tell that though. I will have been with T-Mobile for almost 8 years and as many as 6 lines at one time. Good Luck T-Mobile

    Unhappy Cell Guy 4/29/12 4:26PM
  • I wish I had read the comments before I bought my T Moble phone. Thank heavens I didn't go the contract way. I chose the pay as you go plan but when I went to transfer my number from another carrier I had to make 3 phone calls which totaled over 1 1/2 hours. Yes, I yelled at the last rep but he got the message and got my phone working with the help of a "specialist". If I don't like the service after I use up my phone card I will only loose $30 and it will be worth it.

    frustrated 4/28/12 8:05AM
  • I have never experienced such substandard service! Not just the customer service on the phone, but in-store as well. I have been with T-Mobile for years, but it is time to get out. After several phone calls explaining the problems I had with my phone and that in my opinion it was the battery they said "the batteries never go bad" so they send me a replacement phone. (I have insurance that i pay for this additionally each month) after i recieved the phone it still didn't work. i went to the closest store where they told me, they didn't know why it wasn't working, but if i thought it was the battery i should go on line and buy one because they don't sell them. Now they are charging me for upgrading my phone. I told them i didn't need a phone just an $11.95 battery so they can have the phone back. They said they couldn't becase they don't have my old phone.

    Anonymous 4/27/12 12:37PM
  • Absolutely unbelievable. Three "chat" sessions and two phone calls and all the information was wrong. One phone agent couldn't even remember which name was mine and which was his. Of course that is after I got to a person--only after listening to my usage, balance, etc. things I didn't need that call to find out. Every experience with T-M customer service has been like that. They are every bit as bad as Verizon. How do these people stay in business?

    niceguy 4/27/12 6:53AM
  • T-Mobile customer service is the worse ever! We live in an area where there is very poor cell phone reception. We didnt know this until signing up with T-Mobile. After receiving 0 calls for 2 wks, we reported this to them. We tried to cancel within our allowed time, but were asked not to and they would not bill us if we continued to have no service. After engineers checking out our area twice, they said its very spotted thru here and that we more than likely would not be happy with the reception. The manager kept his promise not to charge us but T-Mobile charged us over $400.00. I am VERY unhappy about this customer service!!! The worse ever!!!

    Disappointed 4/26/12 8:05AM
  • you suck worse than any company that i have EVER had the misfortune to deal with - your customer service is NONEXISTANT

    Anonymous 4/26/12 7:46AM
  • What a waste of time! My best advice to anyone regarding T-Mobile or the “New T-Mobile” is the service is horrible! the customer service is impossible! the problems never get solved, the connection is terrible! and the billing is not reliable! Take heed to this and if not...Remember I told you so!


    Sick of T-Mobile!

    exhusted! 4/25/12 2:29PM
  • i have been with t mobile for almost six years now..at first it was ok and i didnt really care about the phones they have not until now..i moved to another state recently so now most of the time i have a crappy signal everywhere i go..and im so disappointed that i let my husband switch his carrier and joined my plan with t mobile coz now we are stucked with it until our contract ends..which i cant do anything about it right now coz i have 3 lines with t mobile and i dont wanna break the contract coz it will cost me a lot..t mobile is NOT the phone company i would recommend to anyone..plus they have rude and stupid support workers too that i cant stand talking to them when i need to even though they are not really helping you out so you will end up figuring and solving your own problems with them..

    sympatika 4/25/12 11:50AM
  • i'm so tired of t-mobile i have been with them for 3 yrs and the same sad story i bought a G-2 last year and it just stop working so for me to get my phone fixed i have to pay for shipment but then that leave me without a phone so i turned around and bought a My Touch phone so i would be able to still have a phone now its less then 30 days and now that is acting up im out of money and lost for words for this company that is very large so im looing into another company... done and tired

    nothereanymore 4/25/12 11:42AM
  • TMobile is the worst company ever they have the worst customer service(rude and unprofessional representatives, crappy phones--refurbished always..never new as promised, return policies (you can forget it), and deceiving customers. TMobile don't inform its customers of all upfront charges, there is a fee for everything..believe me... you don't know you have been scammed until it's to late and then they will flat out lie to cover their tracks. What a poor excuse for a company; they thrive on ripping off customers. Beware don't get service with TMobile ----!!!!!YOU WILL REGRET IT !!!!. TMobile gets an "F" rating from me and I will never get their service ever ever ever ever again.

    Lied To On Multiple Occassions 4/24/12 12:18PM
  • Problem with T-Mobile CS is that there is no consistency. I am told that all 3rd party texts will be 'blocked' and then I continue to get them and are charged for subscriptions I didn't accept. Apparently, when you get a text you said was blocked, it will automatically subscribe you to a $9.99 per service you don't want and didn't ask for. I am really tired of this and believe it is systematic.

    HomeRanger 4/24/12 7:45AM
  • The outsourcing needs to go. I spent almost 1 hour speaking with someone with an accent that I could not understand for a problem that could have been handled within 30 seconds after I spoke with a supervisor. The customer service rep might as well have been speaking in Bengali. This is becoming more and more frequent. Whenever I needed to speak with a rep, I dread it. If there is a problem with my bill, I avoid calling customer service, because I know it will be time wasted on trying to understand impossible accents instead of getting problems solved. Please, get people who are Americans or I'm done with T-Mobile forever.

    Anonymous 4/21/12 3:07PM
  • Hands down worst company ever!!!! I was with Tmobile for 12 years (before it was even called Tmobile.) They never had any issues with me disputing a bill, not paying a bill, or late payments in all of those 12 years. They replaced a broken phone for me and sent me a defective phone, so replaced that phone as well. I mailed both phones back at the same time, and Tmobile claimed that they received one, but not the other. After 4 months of them sending me to UPS and UPS sending me back to them- I called and told them to take the $280 off my bill or I was done. The supervisor said she wouldn't remove the charges. I paid $330 to cancel my service I was so mad. They then charged me and extra $58. I spoke with three different representatives over the next month who all agreed that the charge should be taken off but it never was! They then told me I had to pay it or they would send it to collections.... I have never had such horrible service in my entire life!!!!!

    mo61682 4/21/12 11:47AM
  • got tricked by a retailer, I called the customer service, and they said this was the issue between me and the retailer, so T-mobile doesn't have to resolve it. I asked them, then, to put at least an investigation, so that the store won't be able to trick others. They still did not care. Worst service ever.

    keith 4/19/12 3:44PM
  • i've had tmobile for at least nine years. they used to be the BEST phone company ever. i had horrible experiences with sprint, airtouch, etc; but tmobile was prompt, courteous, reasonable, and the phones worked great.
    now fast forward to 2012.
    in the last two years, i have had to return EVERY. SINGLE. PHONE. i have gotten from them, AT LEAST TWICE. i am on my third mytouch 4g in less than six months. i did some research and found hundreds of reports of htc handsets having the same issue as mine. so many, in fact, that it is filed as a KNOWN ISSUE. i called tech support, and for kicks and giggles, pretended i didn't know much about my phone. sure enough, they tried to tell me that the issue was USER ERROR, and that i would have to pay to get a new phone. i dropped the act and started explaining exactly what the issue was- the read-ahead is dysfunctional with larger sd cards, causing the phone to to stop reject the card and give the "sd unexpectedly removed" message, which shouldn't happen until you get to a 64 gig card because the phone can carry up to a 32gig, but the known issue affects 8 gigs and higher, regardless of card brand, internal memory, or available memory on the card itself.
    oops.
    suddenly the representative realized he'd been "reading my problem wrong," and whaddayaknow, i DO qualify for a free phone replacement, overnight, with only a 5.00 warranty charge. well, hallelujah, ladies and gentlemen.
    other issues:
    i had 5 phones on my plan at one time. all in the same city, all local numbers. suddenly i get billed for a 6th phone that was added by someone in columbus. i don't know anyone in columbus, ok? i called and their response was, uh, you ordered it, but we don't know where it was sent. WHAT??? you need my social to add anything, for one; for two, how the hell do you not know where you sent a 300.00 phone? i refused to pay, they removed the charge for the phone- but still billed me for the minutes used, and actually tried to charge me for BREAKING MY CONTRACT for asking them to remove a phone that i never even ordered in the first place! i refused, screamed, hollered, and cursed, until they finally, THREE MONTHS LATER, removed the charges and credited my account.
    we signed up for a family plan, unlimited minutes, etc, for about 80 a month. two of the 4 phones still on my bill at this point had internet- one android web, one whatever the hell blackberry uses. essentially, these two phones would cost an an extra 30 apiece a month. ok, sounds good, right?
    nope. what tmobile didn't tell me was, the family plan itself, just to call it a family plan, was 130.00 a month, and then the unlimited plan was 80.00 each phone. you get that? I ALREADY HAD FOUR LINES ON MY ACCOUNT. THE 130.00 WAS JUST TO CALL IT A FAMILY PLAN AND GIVE US ALL THE SAME RATE PLAN, WHICH COSTED 80.00 A MONTH FOR EACH PHONE SEPARATELY ANYWAY. what the f@#%??? why would i pay you 130.00 to do nothing? not add service, not change service, just call it something else and then give us plans we could have gotten individually on the account, like we had been for years!
    in addition to that f@&#ry, they never got the bills right. the android web would be charged to the number that had a nokia phone (with no web.) the blackberry web would be charged to the android line. the samsung phone which had no internet would be charged for downloads and caller tunes that came from the blackberry line. the nokia phone kept getting charge 9.99 a month for a download service that was never ordered, even after we blocked that line from recieving ANY third-party services. their explanation? well, it's all got to be paid, what difference does it make who gets charged for what? ayfkm??
    when we tried to break the plan (last week) we were told at LEAST seven different things in the space of two days.
    tmobile is horrible. i don't know what has happened over the last few years but avoid at all costs, this company is a mess.

    justsayno 4/18/12 6:57AM
  • I have been with T-Mobile for 3 years now. They are by far the worst company I have ever been involved in. My husband and I are having nothing but problems with our phones. At first we thought alright maybe it is because our phones are getting outdated and we need to upgrade. So we decided to do another 2 year contract. I got the mytouch 4g. and my husband got the 4g motorola defy. We both had good service for about 3 weeks. My husbands phone started shutting off all the time and freezing up. Then his microphone in his phone stopped working. So we called tmobile and after about an hour on the phone with them they finally sent him a new phone (we have insurance on both phones which is a joke) That phone worked for about 3 weeks then started doing the same thing. so now my phone is freezing up. We both never have good signal, never have 4g connection that we should. We pay almost 200 dollars a month on these terrible phones and they don't work most of the time. We have called customer service and they give us the runaround. Then they say we will be elgible for a phone upgrade in October. Its April! So one night both of our phones lost all signal and internet connection. So I got online and tried to IM someone in TMobile to tell them we have so service. We couldn't even call emergency if we needed to. There was no one who dealth with complaints online of course. So I did some research and found an email address to someone in the executive office and emailed to complain. I got a response finally about a week later. He called to try and resolve these issues and he calls while we are working and tells us he will be in the office for another 30 minutes. Of course I don't get this message until hours later because my phone is messed up. When I try and call him back, he isn't in the office. Been trying to call all day and he is never in his office. We are going with someone else once our contract is up. They have terrible phones, their service stinks, and they are expensive.

    Anonymous 4/17/12 11:27AM
  • I have had T-mobile for many and was always happy until this year when I thought about turning off my cell-phone because I don't use it that much. So I call and talk to a very nice man and he told me if I upgaded my two phones at that time he would send me two FREE phones so I thought well if you are sure they are FREE, I will keep my account and upgrade, so I did and I am so sorry I did. T-mobile has now charged me for three phones and tell me there is nothing they can do about these charges, I am feeling sick to think a company would lie to people that way to get you to sign up for there service.I would reather pay the fee to turn the phone off than to deal with people that lie and are happy to

    Acecartier 4/17/12 6:06AM
  • I HAVE A VALID COMPLAINT. ON APRIL 16,2012, I PAID MY PAY AS YOU GO ACCOUNT AT T -MOBILE IN NORTHRIVERSIDE, ILLINOIS. ANDY G. WAS MY REPRESENTATIVE. MY CONCERNED GREW WHEN I REALIZED I HAD NO PHONE SERVICE MINUTES AFTER PAYING MY BILL. TWO HOURS LATER, I CALLED ANDY AND HE KEPT ME ON THE PHONE TO ASSESS THE SITUATION. I TOLD HIM I COULD NOT HOLD ON BECAUSE I HAD THINGS TO DO. I PAID THE BILL, HE HAD MY PHONE NUMBER SO WHAT WAS THE PURPOSE OF ME HOLDING ON. I LITERALLY HAD TO RETURN TO T-MOBILE TO SPEAK TO ANDY ABOUT MY PHONE SERVICE. HE WAS TAKING CARE OF ANOTHER CUSTOMER SO I HAD TO WAIT. I WAS SO UPSET BECAUSE THIS HAS NEVER HAPPENED TO ME. IMMEDIATELY, WHEN I PAY MY BILL, I GET A TEXT MESSAGE RIGHT AWAY TO ALERT ME THAT MY PHONE SERVICE HAS BEEN RESTORED.VIOLET, ONE OF THE OTHER REPRESENTATIVES ASSISTED ME AND APOLOGIZED FOR MY FRUSTRATION. PLEASE ORIENTATE ANDY TO ACTIVATE PHONE SERVICE AS SOON AS THE ACCOUNT IS PAID. I WAS INCONVENIENCE FOR TWO HOURS AND I HAD TO RETURN TO T-MOBILE AFTER MAKING A PHONE CALL. I WAS VERY PISSED.I AM OKAY NOW BUT ANDY NEEDS MORE ORIENTATION.

    Anonymous 4/17/12 5:31AM
  • After 13 years with T-Mobile the latest contract they really stuck it to me
    *Note They do not tell you about all of the hidden charges and the extra money in the hidden charges. $30 A MONTH MORE to get the phone they sold you to function properely and now locked in on a 2 year contract with them and want almost $1,000 to void the contract with them and not have a phone at all
    T: Too
    M: Much
    O: Over
    B: Billing
    I: Important
    L: Leave
    E: Early

    danny 4/16/12 4:39PM
  • Ijust spoke with a representative from T-mobile. I switched my account yesterday (4-15-12) to a prepaid, pay as you go , plan for $30.00 per month. I was waiting to hear to set up billing, and got text messages instead this morming that I did not have enough balance to text. When I called to set it up, I got someone very rude and not helpful, with an attitude which makes me want to switch to another company. This is not what I expect from customer service and billing. She was horrible. My call just ended a few minutes ago - it is now `1:20 pm in California. My phone number is 510-907-0406. Please address this. I tried to be pleasant, but also assertive, and she got defensive. I am not sure if I can trust that things were done properly. I don't believe that this is the type of customer service that you want to provide. I would appreciate a response.

    it was on the phone just moment 4/16/12 1:24PM
  • When I signed on 10 years or so back customer service was pretty good.

    What's especially bad now is that if the automated voice service does not understand what you want, it simply says "I'm going to end this call now" and hangs up. Saying "rep" or "operator" or "agent" does no good. I have endured a lot of phone trees over the years, but this is the first I've run into that will hang up on you with no option to talk to a human being.

    Second time I've run into this problem in the last few months.

    cd 4/16/12 12:32PM
  • I have seen a lot of people saying one of the worst...but i think T-mobile for me has been THE WORST. They are a rip off and scam you very possible opportunity. I bought a $30-1 GB data pass for my laptop and within 1 day....yes 1 day the account shows depleted/expired. Called them atleast 20 times and everytime i called the supervisor said they will refund or put the data back...but to no avail. Pathetic service, customer service who cheat and lie to customers without a blink.

    STAY AWAY!!!

    Rick 4/16/12 12:13PM
  • ONCE UPON A TIME there was excellent service at T-Mobile, many many years ago, not anymore. They are a Bait & Switch and lie, lie, lie Corporation with employee's doing the same to pull you in and get a recording to hold you in a contract and lies about what they offered you up front and during your stay with them gratitute offers/gave you credits each month for being a loyal customer and then it's not there/returns claimed not to be sent back to them in their own return label, nothing goes to the same state, different strokes for different folks, all tricks to get the product back plus money from the customer illegally, 20 days allowed for return back to them, mainly by pulling the scam during the "Buyer's Remorse" period, which must have "HIGH INCENTIVES'" for sales persons that can carry off a lie as such and the company itself, charging their customer for not returning during that period when it's probably sitting on someone's desk SOMEWHERE, their CUSTOMER SERVICE is definitely not there. It's a cut-throat cheat trick. Any company that would merge with T-Mobile USA (if indeed owned by U.S.A. representatives)should check out the BBB ratings/reviews, "C" rating, CNET reviews, online reviews and other online reviews/complaints before listening to ANY representative representating T-Mobile USA because you will forever regret you ever talked to them by the time the sales people scam you and the billing is not correct, they lie about receiving anything back from the customer, all to charge for something already returned and a contract you will break due to this faulty business they are running, it's sad, it's enough to send you to hell and back, everyone there covers for everyone else and is making no doubt perks on each scam. One gal even turned and said Cust. Svc. as they wear many HATS there and she went from Sales to Cust. Svc. and when asked what that was all about she did it again, her name, customer service, how may I help you? Not much of a sales performance, more like an RV outfit. SOMEWHERE along the line, Customer Service was eliminated at T-Mobile, maybe when it became T-Mobile USA, they became European style in their cut throat methods rather than American, no doubt some character came in new with a new idea, to screw everyone rather than run an HONEST company with honest employee's. No matter how much a job is worth to an employee, it should never be worth harming another person's finances, character or soul. BUT here in America, the "CUSTOMER IS ALWAYS RIGHT!" ALWAYS!

    Scammed 4/16/12 7:36AM
  • I have had 3 of the top 4 mobile providers. T-Mobile is the worst.. Doesn't matter if I have "UNLIMITED DATA, TEXTING, VOICE if I never have a signal... 4G is nothing without a friggin signal. Even if the service were FREE, it's nothing without a signal... They won't let me out of the contract without penalty. I'm in my house AND HAVE NO FRIGGIN SIGNAL... 1 mile away from 2 major highways NO FRIGGIN SIGNAL

    iamthunder 4/15/12 2:55PM
  • I just had THE WORSE experience at t-mobile. Typically by the indians. I do not mean to be racist but they are incredibly rude and no help at all. The situation was way out of control and cussing came out and everything. This makes me want to switch my phone company. Incredibly rude. No respect at all.

    Macmakeup92 4/15/12 2:39PM
  • I was a T-mobile customer years ago, however decided to cancel to switch to a better connection company.
    Just recently, I've decided to switch back to T-mobile, and I saw on their website they had HTC Amaze 4g for free online only, so me and my mom decided to purchase it online.
    Long story short, I tried 4 times. Each and every time, at the verification process they told me they couldn't verify. How can they not be able to verify it? EVERYTHING I provided was my OWN informations. Who can know me better than myself?
    When I tried the 5th time, when they asked me for a credit card or debit card to verify my informations, I decided to use the card that was more well-known, and it worked!!
    What GREAT news right?
    NO! I ordered it on 4/12/12 in the morning, and the guy on the phone told me everything is good and verification is good too so the phone was already shipped.
    I was all excited, and today, I decided to check on the status of my order, I called T-mobile, the girl told me "the order has been called back by the company, you'll have to go in to a retail store to start a new line"
    WHAT?????
    I asked the girl how come and she said because my verification had some problems..
    and they're trying to protect MY IDENTITY.
    How can my verification had problems when EVERYTHING I provided was my own and no one else's?? I asked her which part of the verification and she said they don't know the exact reason, I even spoke with the supervisor he knows NOTHING either.
    My credit is good, I've never missed a payment or over used, all my informations are mine. What was the problem?
    The fact that they don't know ANYTHING pisses me off.
    Was the free phone just an advertisement to show people how "awesome" you guys are that you give out awesome free phones?
    Big fat liars. I will continue to complain until the day they give me an EXACT reason why I was denied.

    chewy 4/14/12 5:28PM
  • Been with tmobile for almost six years now, and past three years tmobile had been nothing but pain in the ass..they charge me for services I didnt ask for, they charged me roaming fee within the same city(how is tht even roaming) signed me up for plans I never asked for, dont have reception but they couldn't do anything, ended up paying 200 to cancel that line and the list goes on..thank god I only got few months left for my contract to expire..never again, never again with tmobile..

    bisheshdai 4/13/12 9:16AM
  • I have four lines with t mobile and have been happy for the most part but I took my father in to the T-Mobile store to get a hot spot which he purchased Being told he would have excellent service were he lives . We asked that the billing would be automated from my account which did not happen and we were told my father would now be charge MANY additional charges . The hot spot had no service in his area and the hot spot could not be returned . It is very disappointing to see a company such as T-Mobile that has to resort to lies and deception to old people to do business

    Anonymous 4/11/12 7:13PM
  • Ive been a customer with tmobile for 6 years. Lately for the past year or 2, I cant seem to get any phones that don't require internet access. I dont want nor do I need a phone that connects to the internet, and yet tmobile seems to focus more and more on internet based phones. They seem to have forgoten their non-internet customers. The CS rep I spoke to today offered me the same phone model that I currently have as that is the ONLY phone that doesnt reqiure internet to use. I told her that I dont need the internet on my phone, I have it at home and at work. Dont need it on my phone. It also seems that all their phones on there website go by different rules. Like for instance, I found Nokia X2 that even states No Contract-$44.99. I called CS, and they said I need to do a 2 year contract and the phone was actually $65.99. I then told the CS person that I will just switch to another phone carrier that will honor their web prices, and she hung-up on me. Nice.

    JC1111 4/10/12 8:50AM
  • Terrible service at the t-mobile store at the Miami intarnational mall in Miami, FL. The store manager was not able to talk to me because she was to "busy"....some employes are really good but the majority are TERRIBLE!!..my salesman tell me that I just have to wait two months for my $150.00 mail in rebate and after the two months I call 611 and they told me that the rebate never was process by the salesman. I went to the store and they told me "we sorry"...???...where is my money??.....they offer me $50.00 and that"s it. Am I suppose to pay for they mistakes???....No Way T-Mobile!! I am a custumer since Voice-Stream..= .. 10 years and thats the payback?....no thanks!

    Andy 4/10/12 8:18AM
  • I have had a Tmobil webstick for a little over two years. I have NEVER had what you might call good service. It has just gotten worse over time. I have placed over 50 trouble calls to them over this time and have never gotten an adequate response. I have been taking online classes and could not not complete them because of slow or dropped internet service. I was recently forced to change providers and called Tmobil to cancel. Of course their customer service told me there was no problem based on all the service problems I had experienced and were recorded but of course I got bill later charging me $223 for early termination even though it was Tmobil that had breached the contract. They are scum. Corporate scum that think we will just take what they choose to serve up. I, for one will not pay them without a fight. We all need to stand up against these heavyhanded scum and fight for our rights.

    Anonymous 4/9/12 3:23PM
  • I am so dissapointed with T-Mobile that I felt the need to share this with everyone. Over a month ago, I called T-Mobile Call Center to ask them about switching to $50/month Post Paid plan and the agent said I will have the same service plan except that I had to prepay the monthly fee. So I said let's switch. That's when my nighmare began. The next morning my Blackberry phone stopped working. I called T-Mobile to find out that I had to make a prepayment (apparently the agent did not do this the night before) of $50. Then after troubleshooting as to why my emails were not working, I found out that I had to pay additional $10. So I did. Then I found out few hours later of more troubleshooting that the $10 was for BIS and NOT BES. The BES service was not available on prepaid service plan. It gets worse. When I called the T-Mobile, now they were bouncing me back and forth in the IVR system because the Prepaid department and Postpaid department were treated like almost a separate company. One did not have access to other dept system. Furthermore, T-Mobile double charged me on the prepaid plan so it deducted over $120 then they said these charges were irreversable(after over an hour of complaining they finally gave me credit back). But wait there's more. Now T-Mobile had to switch me back to my original plan but that required me having to go to a local T-Mobile store to get a new SIM card and a new phone number (apparently this had to do with how the systems were set up and I had to get a new phone number in order to switch back to the old plan). I was finally switched back to the original plan; however, my Blackberry emails still did not work properly. This whole process took over a week and I had to be on the phone with T-Mobile well over 7 hours. This was just crazy. Wait there's more. Now I asked for compensation and they said they will only give me like $30 for my troubles. Can you believe it? To make matters worse, the Retention department tried to sell me a new 2 year plan to lock me in. They said if I signed up for another 2 years then they would give me one month free of service. They were trying to negotiate and sell me more of their service when they should've been apologetic and gave me a decent compensation to make up for their terrible mistake and poor service. In the end I told the Agent that they are NOT servicing their customers right and that given a first opportunity, I and other customer will NOT use their service anymore.

    Dissapointed Customer 4/8/12 9:25PM
  • I tried 4 of your customer service numbers...followed inst's - it will NOT allow me to get to a real person.

    My cell # is 7073608384 and I had it set up for automatic newewal each month...it did not renew this month, and now they want me to pay a restart fee of $26.66 to add more time.

    What is a phone number to reach a real person??

    This is HORRIBLE customer service.

    Anonymous 4/6/12 10:33AM
  • Wow...great to know I'm not alone! My 2yr contract expired as of 2/13/12 for a Family Plan. Decided to downgrade to single line thru Costco on 2/27/12 for a new T-mobile account and different phone number. The Costco sales rep advised me to call T-Mobile directly to disconnect my old number which I did that same night. When I reached the first agent, I informed her "I wanted to closed the account" but after listening for a few minutes; she transferred me to Cameron in "Retention Dept." and went through the same explanation. He tried to convince me to keep the family plan but I refused to go along with it and so many words came out his mouth that til this day somehow have translated to "we will charge thru to the next end of your cycle 3/13/12". The Costco plan didn't work for me due to the phone's poor quality so I cancelled and sign up with Verizon Wireless. Well, thought I was done with T-Mobile (ha...ha!)and come to find out I'm now being charged for both lines and thru the same cycle 3/13/12 for total charges of $l92 plus the $29.00 for the new line. So I called this morning and the whole ordeal lasted about 30 mins. I asked twice to speak to a "supervisor" both times I was put on hold at least 5-7 minutes and both times "Lala" (is that her real name?)came back saying she could not locate anyone to talk to me. I told her that I'll be happy to put a billboard up with the words "'T-MOBILE SUCKS!!!" if no one else had the courtesy to speak to me. She asked for a call back number but I chose not to until I can calm down and not say something I might regret. I'm still livid and trying to find a better way to resolve this. Wish me luck!

    topaz282 4/4/12 6:15PM
  • Horrible customer service policies, representatives have absolutely no flexibility in problem solving, automation has taken control.
    I have been a T-Mobile customer since 2004. When I first started with T-Mobile, they had great customer service. I would tell my friends and family who were dealing with poor customer service with other cellular companies to switch to T-Mobile. Well, after my most recent experience with T-Mobile and the realization that in all my years with T-Mobile that they have never once offered me any incentives that has all changed.
    I decided that I wanted to upgrade my phone and after speaking with someone at the T-Mobile store, I found that I was eligible for a full upgrade and decided to switch from my Blackberry to the Samsung Blaze smart phone. While at the store, they informed me that I would have to change my plan because I was on an old voice and text plan that they no longer offered and I would have to change my web plan to a plan that supported 4g. Since I had been a customer since 2004, I decided to call customer service to see if they could grandfather me into the old voice and text plan….. this is where it all began…
    After a frustrating time getting to a live person, I was finally connected to someone from a call center, definitely not in the USA. I told them that I was interested in the upgrade and that I wanted to be on the same plan. He took about 20 minutes looking through my record (seriously) and finally set this up for me. He then told me that I would need to buy the phone through customer service for the upgrade deal. I asked when I would receive the phone and he said in 5-7 days. The price he quoted me for the phone was $167. The actually price he charged my card was$245. I asked why it was so much more and he said that there was tax and a $50 mail in rebate that I needed to send off. I could have bought this at the store for less! This entire exchange took over 40 minutes! When I got home I realized that I had no web service on my blackberry, no email or web. I called customer service again and explained the situation, the agent made it seem like it was my problem and something that I had done, she made me restart my phone 2 times and then realized that the previous agent I had spoken to had changed my service and I was now on a service that was not compatible with Blackberry. I told her to change it back and she said she wasn’t able to do this and sent me to another agent for a “master reset”. The next agent asked me the same questions the previous agent had asked and then said, hmmm I think we need to reset your phone. She then proceeded to walk me through a step for a master reset. Halfway through this she said that it would wipe all the data from my phone! I told her that this was not a solution and that they needed to fix this since they had caused this problem. She then asked if it had been over 2 hours since they changed it back, I said no because they had just transferred me over. She then said that I needed to wait 2 hours so that it would reset itself. Long story short, the service came back, but I did need to set up email services again. I thought it was all over until…..
    The next morning I get a text message saying that my phone was backordered and they have no idea when it will ship. I called the customer service center again and finally get through to a live person. I asked why they couldn’t have told me this when I ordered the phone….I told them that I needed this phone within 2 weeks and that if they couldn’t confirm that it would arrive during this time that I would like to cancel my order. They told me that since there wasn’t a tracking number I couldn’t cancel my order! How can there be a tracking number if it hasn’t shipped! I asked to speak to a manager and after 15 minutes, they said that they would need to have someone call me back!
    When I finally spoke to a manager I relayed my frustration with their customer service and process, 1) The amount of time it takes to get to a live person 2) the fact that they ask for the same information over and over beyond basically security screening questions. They should have a database that has my email address, mailing address and how to spell my name – I have a very common name. 3) the amount of time it takes to complete a simple transaction 4) the fact that due to the T-Mobile process agents cannot solve problems or really address customer concerns, but can only repeat a scripted line 5) the fact that as a T-Mobile loyal customer for 8 years I have been made to feel as if I am not important to them and never once in this whole experience did anyone offer to waive any fees or include an additional discount. Even an offer to waive the shipping fee would have made such a difference and would have made me feel as if I was important to them.
    My case was never really resolved; supposedly when I get the phone I need to send it back and they will credit my CC and discontinue my contract with T-Mobile. After this experience I will be looking for another provider.
    Total Calls to T-Mobile in a 12 hour period: 4
    Total minutes: 94 minutes on cell and 30 minutes on home phone

    fiji 4/4/12 9:15AM
  • t mobile just charged me $187.06 for an international phone call that i DID NOT make. iam so PISSED OFF right now. iam gonna change to diffenent company and not use t mobile again. this was not the first incident i had with this phone company.they charged me $150 before because they said i used internet when i actually didn't. this is not a good way to keep your valid customers. i have been a valid customer for 4 years and i pay my bills on time and this is the way they treat me. is this what i deserve for being a good valid customer t mobile?

    Anonymous 4/3/12 7:59PM
  • Worst company ever. Don't believe anyone who tells you different. I just canceled my plan, because of the incompetent customer service department. I could bore you with my long story about how I feel scammed by them but I wont. Just trust me me use someone else for your cell service. Beware to those who don't take my advice.

    john 4/3/12 7:39PM
  • i hate tmobile. they took a payment out of my account the wasn't authorized. they charged me for a phone i never received and now are charging me to cancel! customer service is horrible! they hang up when you ask them if you can record the call. do not go with them or boost. boost a part of them.

    QzR 4/2/12 5:28PM
  • Wow I wish you would not send me overseas to a call center that speaks horrible english. Dead give away when they can't pronounce your name right and its a simple name. I doubt if I will stay with t-mobile but it doesnt matter to you I'm only 4 lines.

    Anonymous 4/2/12 4:56PM
  • I am an account holder. I have 2 lines with my daughter. She've bought a new phone which has wi-fi. They make me to pay $30 every month for the wi-fi. I did sign to cancel my account. They told me that I should pay &200.00 for the cancellation fee. My daughter is just any another child made decision by herself; she asked them would you change any data plan on my account, they said NO, nothing will change on your account, but they lied to her. Now they are telling a fable that they remove the future from my plan its required. Customer service rep have no idea how to solve the problem; they are useless, waste of time, transfer a call to another person, they have no idea too. Its a chain useless conversation over and over again.

    welcome from springfield 4/1/12 6:01AM
  • T-mobile sucks. Their whole system sucks. Their customer representatives can't get anything right and everything turns out to be expensive than it really is. My family decided extend our contract since they were created a great plan offer for us. (129.99 monthly for all five lines with 1000 minutes shared family plan, unlimted texting and 200mb of data for all five lines) After we've agreed to extend the contract, they have managed to screw something up everytime we call them. We were suppose to get 200 mb of data on every line. Only 3 lines had 200mb, one line had 5gb of data and then the 5th line had no data. So I called to get this corrected and then I noticed the next day that we have 500 dollars worth of minute overages. Called them again and turns out they switched us to a plan without nights and weekends without telling us. So we changed it again and we were told our rate plan was 10 dollars more expensive. Since it was only 10 dollars, we let it slide. Then the next day, I noticed we didn't have our unlimited texting anymore so obviously I called them again to get it fixed. Then I was told my plan will be 20 dollars more expensive. Are you kidding me? Every representative that I talk with gives me a different story. After our 2 year contract is up, I will never ever work with T-mobile again.

    Fran123 3/30/12 8:22AM
  • tried to get a refund for being double charged. Been through 3 reps now on hold for the last 18 minutes. They were so quick to charge my credit card but try to correct something and your SOL.

    pcnc 3/29/12 10:08AM
  • THIS IS THE WORST SERVICE.
    They charge you heavily for the service and their serivice sucks. The network is non functional some times, when called customer service they simply says that they will call one call and if that reaches phone it is solved. Don't bothered on the Customer service. If you want to speak to management you need to write a letter, I asked the Customer Service where does this letter goes, he says Dust Bin!! he repeated this twice and said do what ever you wanted to do.

    Don't take contract with them unless getting RIPPED OFF

    T-hater 3/28/12 5:23PM
  • I used to have this service when was called VOICESTREAM, but 2 years ago I switched to METRO PCS due to price for better plan. When the Androids started I switch again back to t-mobile but the phone HTC WILDFIRE is not good at all due to no signal, battery dead mostly time, takes forever to open an app. The customer service ALWAYS was EXCELLENT, but they doesn't have the authorization to resolve any issue. Now I back to METRO PCS for $55.00 a month I have a better service than T-mobile. Also I lost my phone number I had for a years. I do not recomend T-MOBILE. Make sure within 30 days verify if your phone works well or buy insurance.

    lailachochis 3/28/12 2:46PM
  • I just went through a horrible experience with T-Mobile. My husband was lied to, they told him he was not signing a contact he was signing for the phones, to show that the company gave the phones to him it was for inventory purposes, my husband told them he does not wanted the phones nor a contract, the customer rep assure him it was not a contract. We wanted to be able to use the Iphones. Customer rep at the Mall told us he could do that when we return next week with the phones they will unlock the phones and he could keep the flip flap $20 phones as a gift. When we went home We started to investigate T-mobile and we realize we went to a very bad reputation company. Then we went to Walmart to ask the ladies at the phone Center here in town, a nice lady sat down with us and explain to us that we indeed had a contract and that we will need to return the phones as soon as possible, and to try to return them before the 14 days. Well, when we got to the store, they told us we could not cancel the lines we committed fraud, we committed fraud, haaaaaaaa, I could not believe what I was hearing, I told my husband lets go, lets leave. After we left those people, they started looking for us throughout the mall, when they found us, a man convince us to talk to the owner of the store. Well, she began to say we were illegally cancelling the contract also we were going to be charge $900 for cancelling, (but, we were under our grace period,) they also told me that we also acted illegally by taking our lines to another carrier, they were very upset about it. But, they never wanted to take the phones back when i brought to them, the mall T-Mobil company wanted to charge them to us, $900. We call the main company T-Mobile to let them know what was going on the lady told me not to worry about it I did not have any charges to my account. Then on Saturday we spoke with customers representative about 3 more times because the T-Mobile Agent from the mall call my husband on the phone to threaten us to tell us that he knew where we were, that he had money and he was going to get a lawyer to sued us because we cancelled the line before the grace period. Those unspeackable man did not realize that they wrote us a text backing up what I'm telling you. I can not say T-Mobile customer service main company were rude most of the people that I spoke to were very understanding and pleasant, during this experience main company T-Mobile were very nice the Spanish speaking people were super attentive and try to help me return those devices. But I could not talk the same about a supervisor named Richard and a customer service rep from the fraud and risk department named Gloria. The Richard guy did not wanted to hear anything about what concern me which was the threatened I received by the T-Mobil mall Reps., I also was trying to tell him that the people T-Mobil company at the mall try to take money out of my account without my authorization and the bank closed my account and I didn't know when I was able to take my money back to send the phones through UPS. Well that's not all, Today I spoke to the T-Mobil customer service nice man, he told me that he was not going to lie to me, if I send those phones without the original parts the company were going to charge me for the phones. I responded that was the way they gave the phones to me. Well now again I was told not to return the phones until i speak to a Customer relations and to write to them.
    People do not get T-Mobile, not worth it.

    me 3/26/12 3:36PM
  • RUDE. Aloof, RUDE, RUDE, RUDE....politeness was fake as if reading a script, completely insincere and condescending. Passive aggressive and HORRIBLE! 12 years T-mobile customer, treated like a child. Worthless corporate attitude. I am switching service this week and will NEVER recommend them EVER. on a scale of 1-10 ZERO!

    xan 3/26/12 1:30PM
  • So they dont even give me 50% of what was on my plan. Also they feel that out of no where they can charge an extra 200$ without any notice. So i call them and they say that they will try to fix it, but dont do anything. Also they say on the next bill they will make it go form 200$ to 100$. Lies, they charged an extra 50$ instead. Also the reception they give sucks. So this summer i went to my Aunts lake house in Virginia with all my family. My family has Sprint, Verizon and AT&T. So their phones had perfect reception but my T-mobile phone had no reception what so ever. Im tired of them but i have a 2 year contract that is null and void in november. so if i cancel now i get charged extra.

    Anonymous 3/24/12 8:48AM
  • AS of now, 3/22/2012, there is no way to get a human being on the phone, except to lie to the computer answering the service call. I've had this computer hang up on me 8 times in the last two days. I guess I don't lie very well.

    It is my opinion that T-Mobile is out of business. When they refuse to talk to their customers who are having problems, there is no possible way to save this company.

    John B. Kelly
    10 year user of T-Mobile

    John B. Kelly 3/22/12 11:09AM
  • How much money did T-Mobile pay J.D. Power & Associates to rate them Customer Service Champions? Instead of people walking away due to horrible experiences they should do just like I am doing - tell of their bad experiences. Customer Service is the first thing I look at in any service provided. I've had years of bad experience with T-Mobile customer service.

    Anonymous 3/21/12 7:50AM
  • I was using the t-mobil lapstick for my laptop. I was told I would have coverage at my house. From the beginning I was having on and off service. I called Customer Support many times and finally they sent an engineer to check the tower. I was told I was on the edge of the coverage and my service would be as is. I delt with it because sometimes it did work. When ATT wireless offered service in my area, I jumped on it and canceled the t-mobil lapstick. I was told I had to pay the $200 early termination fee. I disputed it because of the horrible service and I was denied. I called to speak to someone about it and was told there was noone to talk to. That I would have to send another letter and if I didn't pay the bill I would be sent to collections. WHAT KIND OF CUSTOMER RELATIONS DOES NOT TALK TO YOU ON THE PHONE?? That is POOR Customer Service! Apparently noone on the phone at T-Mobil can make any decisions.

    Dissappointed! 3/19/12 6:43PM
  • I hate my samsung dart. The website seldom works. I have been charged for apps. in duplicate and had no confirmation my order went through. The website takes forever to pull up . I have been to customer service stores 3 times and still had the same problems. The employees are clueless about what they are doing.I just hate this undependable device and wish I could get out of my contract

    norma hobgood 3/19/12 8:42AM
  • Hi, My name is Neil Duque and i have been a costumer or tmobile for over4 years. I heave 3 phone and 2 hot spot in my account and so far things has been going fine, around January, i had an issue with the billing and i went to ine of the store here in salinas ca. the rep suggested that i change the text messaging contract and did not explain that i i do that that means im renewing the whole contract which is dumb anyways because its just the text messaging.he had told me thatmy other line is due for an upgrade. i ignore it because i did not want to spend more money. now that we are having financial problem, i decided to cancel the one that is due for an upgrade, and the rep was trying so hard for me not to cancel it. i have theright to cancel it and now he was tellingmethat i just renewed it. i know u guys anr getting paid through usbut i rather cancel my account if you guys are just gonna screw us like this. i just want one cancel ed so i can afford this without any problem but you guys are gonna lie or say that if i cahnge even just the text messaging will renew everything.. if you guys cannot do anything about this just cancel the whole thing. i stick to you guys even though u guys had a bad reputation already.. and i hope you guysare not proving them that they are right.

    8312101168 3/18/12 11:02PM
  • T-Mobile appears to be running a bait and switch scam. They told me all of these features would be one amount, but when the bill arrived it was much higher.

    When you call back to fix the error, they say there must be a misunderstanding. No there wasn't... the representative misrepresented what the cost would be for this particular plan.

    They offered to give me a one month credit, but what about the rest of the two year contract. I was transferred at least 5 times and when one person said it was resolved, the person I was transferred to knew nothing about the resolution so I had to start all over again.

    In addition to that, there's no way just to call in and get an operator by saying OPERATOR! I'm VERY disappointed.

    msuever 3/18/12 10:14PM
  • Awful voice response system..... almost impossible to use while in a noisy environment....no easy way to get a live person in a timely manner

    The worst of their new "improvements "is the "text nag" that my bill is coming due in 3 days. Customer service has said they cannot stop these, and most folks like them. I receive paper bills, and ALWAYS pay them on time. Going to the local store is a nightmare to do that. the "20 something" behind the counter looks at me with disdain (I am 52) , since I have no need for a phone that does any more than make calls RELIABLY!

    Soon as i decide who MIGHT be better it is GOODBYE T-MOBILE!

    radiohowie 3/17/12 9:07PM
  • My wife and i moved to a new state that didn't have service. Still t mobile would not let us out of our contract without a termination fee. Horrible experience! Run away from this company while you still can!

    Anonymous 3/17/12 9:14AM
  • Had T-Mobile for about 14-16 months and then, I moved to town where I had LITTLE to NO SERVICE !!! I had Cell Phone & Internet Service and "THEY ADMITTED" that, "THEY" had VERY LITTLE to NO SIGNLE , in my AREA !!!

    After,PAYING for two months of "NO-SERVICE" and "TRYING " to resovle the ISSUES ..... T- MOBLE Cancel my SERVICE and BILLED my NEARLY $600.00 (125.00 for my Last Monthly Bill("3 Months NO SERVICE")
    and $200.00 for Each Cell Phone AND Internet !!!!!! NO Details for the OTHER $65.00 plus, in CHARGES(JUST ONE BIG, JACK POT BILL) ???

    T-MOBLE "CLAIMS" It's" MY OBLIGATION" TO PAY for my BILL EVEN if I wasn't IF THEY COULD NOT RENDER ME SERVICE ???

    This was ONLY one of MANY ISSUES with this CARRIER :o(

    sgtusa 3/16/12 2:21PM
  • I've got yelled at customer service as well. Liars ,liars ,liars. Oh and it took me at least 45 minutes just now to talk to a live person. How can I cancel my contract, i want Iphone and of cource the t-mobile don't have the device, no wonder.

    madwoman 3/16/12 1:47PM
  • Wow. They take the cake for worst customer service ever. I've now had two extremely negative experiences where the customer service representative didn't speak English, got my name wrong repeatedly, and actually yelled at me. Because they don't speak the language well, they couldn't understand me nor could they explain cumbersome features without getting upset. They need to hire workers that have higher English proficiency and train them in psychology in how to calm down frustrated customers rather than make them more irate. If I could switch to *any* other provider, I would, but my phone only operates on T-mobile. Ug.

    laupdike 3/15/12 9:14AM
  • I have been a T-MOBILE customer for over 10 years. I have since moved into an area where I have no service, I cannot make any calls nor can I text. I complained and basically they told me there is nothing they can do I have to wait until my contract ends or pay them 200 to get out of the contract, which I cannot use my phone for nothing, so basically I am paying for service that I cannot even use. Now, they send me a text that says I am 79.26 behind on my bill and they suspend my service. I call my bank and the bank tells me T-MOBILE cashed the check already, T-MOBILE tells me they have no knowledge of my payment so they are suspending my service. Is that what they do to a loyal customer of over 10 years, just cut them off. I just got my printout from the bank and T-MOBILE did cash my check, so I am NOT behind on my bill. I so cannot wait to end this contract with this horrible company. I hope you do go out of business, I will bad mouth T-MOBILE every chance I get..

    pandora 3/14/12 7:10AM
  • Horrible waiting for customer service to answer your line.On average I have had to wait 25 minutes.Starting as far back as 2009.Cannot stand the constant platitudes.Always have issues on retrieving old phone numbers.I have been with T-mobile for many years and service has steadily become worse.

    fonzie 3/13/12 11:55AM
  • I understand what you are talking about. I order my phones. And i was suppose to recieve them that saturday. Because i paid an ex twenty-five dollars. for and i didn't recieve them til that monday.then a couple of days later i got a bill. And txt that said my sevice would be disconnected for none payment. which was the deposit that i had paid at time of order. my phone has been turned off twice. and i get a diffent story from each person.now my phone has stopped working.and they are charging me for a new phone.but i got insurance.

    Anonymous 3/13/12 7:21AM
  • I ordered new phones through the internet b/c of better deals. 3 weeks later, no phones. I have had to call customer service for 5 different days asking where my phones are. Not once were they shipped out! Everyone dropped the ball. Four managers I spoke with promised me they would be shipped. Never!!! 10 years ago I switched from At&t b/c I could never get through to customer service. Now, T-Moble is much worse! The auto service just keeps saying she can not understand you and hangs up on you. Everyone HATES the Auto service T-mobile has. And all of the reps sound like a broken record. We are so sorry this is happening to you......over and over again. I think they get paid be the second so they can keep you on the phone as long as they possibly can. T-mobile sure is not living up to their end of the contract so I might have to change back to AT&T.

    Houston 3/12/12 4:40AM
  • I am a customer with T-mobile and have been for about 2 years. Everything was fine with a Flex account. Soon as I Changed my account to a normal account the same day I bought a new phone. I Paid full price for a phone even though I was suppost to get a discount NEVER got the discount the Employee that took My payment NEVER put the payment into the system I think he just pocketed the money since I paid cash ....Even though the payment showed up on my phone txt as being received. I was on my flex account when I put $140.00 dollars on my account the balance never got to my new account so not only did they lose the 140 on my other account they did not put the payment I made when I bought the new phone. I was on the phone with customer service for 5 hours in one day in which while getting tranfered to a supervisor they hung up on my .not 1 or 2 times ...but 3 times. When I finally got a supervisor she basically called me a liar and didn't resolve my problem. I have been going around and around with these people for 5 months over this and Finally when I went to the store to resolve the problem got a Conformation that the payment was Indeed made and they lose it said they would make it right within 24 hours. This was 2 weeks ago the payment never got put into my acounty my phone got turned off for the Second time because they did not resolve this problem. I talked to customer service yet again and got told to prove that I made the payment.... REALLY I WILL NEVER USE T-MOBILE AGAIN. I? WILL NEVER LET ANYONE IN MY FAMILY USE T-MOBILE IF ANYONE I KNOW USES T-MOBILE I WILL TELL THEM HOW THEY TREAT THEIR CUSTOMERS. DO NOT USE T-MOBILE

    venomrising 3/12/12 2:00AM
  • My internet speed is half what it use to be for the same stupid 50 dollars so i feel why because its prepaid why should i be punished when icalled tech support i was put on hold for 30 minutes im very angry they didnt solve my problem. I was calling from a tmobile store i wish there was some way i could cancil the service which stunk phew and get my 50 back because why should have to pay for poor poor junky service if that what you call it i almost feel like calling contact six or bbb

    none 3/11/12 6:48PM
  • just got the phone with the WORST set of customer service people.....I will get to the top of this. The people were so rude, no compassion and the so call supervisors were HORRIBLE. But I will contact someone on another level, cause one of them called me a lie. In Motion...Oh I forgot about the lazy customer service rep at the store that started all these problems.

    TOO PISSED 3/11/12 6:32PM
  • T- Mobile is the worse phone company anyone could ever possible have..I was introduce to the prepaid and was told everything was unlimited and after using the internet and sending messages for two days I was sent a msg that I have reach my max speed level. So now I cannot access the internet or send pic msgs. I just payed $120. To have my phone turn on and not even a week I can't get what I pay for...Someone needs to shut this company down!

    fairy 3/11/12 2:56AM
  • My family tried to do a good deed and took in a homeless friend of our daughter's: we fed her, gave her a place to stay, and a cell phone. After she betrayed us and stole 500.00 from us, I immediately cancelled the cell service. T-Mobil charged us 200.00 to cancel the contract. My family has been with T-Mobile for about 12+ years and never had a late payment. I wrote to the top eight people at T-Mobile ( members of the 1%) and asked for some credit. Instead, I got a pre-written dialog speech from a female member (of the 99% like me) about how T-Mobil gives no one a break if a contract is broken. Reminds me of The Devil and Danial Webster—I sold my soul to T-Mobil. My contract is up March 20, 2013 and I'll be getting a new phone service. Can't wait. Marked my calender. Oh, did I tell you they also stopped supporting my home phone that is still on a contract.DO NOT USE T-MOBILE, there are other companies out there that don't commit you to diamond-based contacts that don't break, no matter what the circumstances.

    jojo353 3/10/12 1:57PM
  • We changed to another carrier and called their customer to cancel, a representative told us everything would be done. 2 months later they were still charging us and had no record of the call we made to cancel with them. Today they are sending a collection company after us. We will not pay!

    Paris 3/10/12 11:21AM
  • The most absurd, frustrating automated recording in the world! It takes you through umpteen questions and options and there is no way to get out of it - pressing "0" does nothing. Saying "agent" does nothing. Saying "customer service" does nothing. They used to have the bset customer service - and maybe they still do - if I can ever get past the recording I'll find out!"


    jbhunt3/8/12 3:32PM

    Same thing here! Couldn't get past their stupid menu!

    Ticked off! 3/8/12 7:40PM
  • I've had problems with T-mobile services for the past 4 years. Personally, I think they're nothing but a rip off company out to gouge their customers. "Customer Service" is a joke!

    I've had one service person say something & the next one contradicts. I'm having to send back a defective phone, less than a year old. It's insured.

    We pay every month for their stupid insurance, only to be charged some sort of "insurance activation fee" for replacing THEIR defective phone. What a rip off!

    THEN, I had one service rep tell me I'll be sent a new replacement phone & the tech guy said he couldn't guarantee it.

    I'm taking photos & have signed document that there is no damage whatsoever before I send it back. I don't trust a single thing this company says!

    Ticked off! 3/8/12 7:36PM
  • The most absurd, frustrating automated recording in the world! It takes you through umpteen questions and options and there is no way to get out of it - pressing "0" does nothing. Saying "agent" does nothing. Saying "customer service" does nothing. They used to have the bset customer service - and maybe they still do - if I can ever get past the recording I'll find out!

    jbhunt 3/8/12 3:32PM
  • CHRISTIAN P. #72253, "Supervisor", hung up the phone because I told him I was recording our conversation (which is legal in TX). T-mobile charged for 3 weeks even AFTER phone was terminated and transferred to another provider. Christian claimed that they are allowed to charge beyond termination (and in addition to the early term fee) and told me to go to their website for the Terms & Conditions, only problem is that is not the same Terms & Conditions we agreed to 10 years ago. I asked him to send me my original Terms & Conditions, but he said he could not produce it. Additionally, T-mobile charged for a Family Plan rate with only a single line. When I asked for contact info of his boss or the Regional Manager, Christian P said he was not allowed to give that information out. I told him I was not asking for personal info, only contact info. Finally, Christian gave me a random email address and claimed it was the only contact he had. When I asked for additional names of bosses, Christian P. claimed that is the only executive contact he has and that he was being truthful. When I told him I was recording the conversation, he became very nervous and said he would not talk further. Guess he is only "truthful" as long as he is not on audio. He claimed my taping him was against the FCC. When I told him it is legal in TX and that he is recording our conversation, he said, well we are mandated to record the calls. I told him we are talking about my account not his personal information, the then claimed it was against T-mobile policy for customers to record the conversations with t-mobile representatives and hung up.

    Anonymous 3/7/12 9:52PM
  • I have been a T-Mobile customer for 12 years. I use to work for their S. Regional Office. I was happy with the service. Then one morning, Aug. 6th., Chris from the sales dept. called me and suggested that I change to the $49.99 Unlimited everything plan. I asked if I was eligible for a discounted handset upgrade (as I received one with every contract renewal), he stated that I would be eligible on Nov. 6th. I accepted the offer and at the end of Nov. called in to place my handset order, only to be told that the plan that I was moved to wasn't eligible for one. Contacted contract review, who simply stated that I renewed and avoided my questions about what the sales rep told me. I asked for the sales call audio, but they refuesed to send. Today I received a bill with the ETF and an extra month of service which I didn't use (THEY Disconnected the phone) I guess it's time for small claims court!

    T-Mobile Sucks 3/7/12 8:56PM
  • Worst service ever!!!!! They can't getthe billing right. Don't even think about auto pay. They double charge you or bill you every 15 days. Then you can't ever get live service they just put you back to the recording.

    Anonymous 3/7/12 4:28PM
  • Hi I'm LoriSchwalbach, I've been a customer of yours for eleven years! I can't believe how my husband and I have been treated!We're senior citizens on a fixed income. We called you around February 20,we wanted to find the expiration date on our service was. We wanted to check out other carriers , but your sales people gave us a good deal(so we thought). They told we could get us two new phones and such. Well we got the new phones but couldn't use them.We sent them back onFebruary 28. WE called on March7to order new ones but you claimed they were never sent! Well now we're stuck with another 2 year contract, but this will be the last time! we are throughly discussed with the way we were treated! you Won't get our service again and we will tell our family and friends not to deal with your company again Very dissappointed!

    lori schwalbach 3/7/12 1:46PM
  • the customer service at T Mobile is absolutely the worst,when i finally was put thru to the right person after 4 different reps talked to me he was so busy he told me to hurry up with my complaint because actually they were not going to do anything his name was ENRICI

    SHARON 3/7/12 1:17PM
  • T-Mobile service and coverage has gotten unbearably worthless for our business. Dropped calls, no connection due to system traffic being to heavy....We changed to Verizon and T-Mobile tried to cheat us on our final billings, over and over. When you make a future choice for cell service do yourself a big favor and avoid headaches by NOT SELECTING T-Mobile (we called it Turd mobile)!

    JW1199 3/6/12 3:31PM
  • I was customer since 2000. I was happy until their technical support turned nightmare. I tried to unlock my phones( I have four lines) and I spent about more than two hours and three calls( which last about thirty minutes or more). A guy name Mathews from India is very condescending, know-all and abusive. He declared one of my phone cannot be unlocked for ridiculous reason. I asked the phone be transferred to account manager, he declared that there is no such thing. I asked him to transfer me to billing, he rebuked me why I want to talk to billing,.. felt mentally assaulted. I hung up, called billing department to cancel my lines. "Real Person" was on the line to resolve the unlock issue within minutes. Is it a systematic way to stop customers from saving few bucks overseas( last time I paid over $800 for date charge in Canada)
    DON'T Bother with Unlock matter if you have T-mobile account unless you have tons of time and do not mind argue for nothing

    Anonymous 3/5/12 10:33PM
  • I called and asked when my contract was up, the guy said if I extended my two year contract he would give me my same exact plan for a cheaper price, so I went with it. Turns out my internet plan changed and and when I called rep, he said sorry and his intent was not to lie to me and blah blah, nothing he could do, but if I want 5g, which was my plan before, i would have to pay more. SCREW you t-mobile. From now on, I will get everything in writing, I have lost trust in all reps due to this bs. I am now trying to get out of this stupid contract which I did not agree with without the termination fee, but by the way things are going so far, doesn't look promising. I just want to leave, I don't care if I have to pay more for service, I just don't like being lied to by scumbags.

    shye112 3/5/12 9:51PM
  • I've been having my t-mobile Samsung Highlight phone for three years, THREE YEARS!! I don't buy a phone every time a new phone comes out but my phone is seriously turning off on me and my battery dies in less than 5 minutes I mean is is wrong to not want an upgrade?! I've been with t-mobile for 10 years but it's not like I want to be with them they make it nearly IMPOSSIBLE to get out of their company!!! I HONESTLY HATE T-MOBILE! PLEASE PEOPLE DO NOT GET TRAPPED INTO THEIR CONTRACTS!

    Edb_Tx 3/5/12 1:07PM
  • Be advised that tmobile reps are forced to sale on every call. They lost their jdp award last year and recently when they became a sales center. They are expected to meet a certain sales per hour, average calls per hour. Reps have been fired due to not meeting sales. All this comapany wants is sales....then customer service...no wonder Verizon has such stellar customer service. Tmobile needs to reflect on their past mistakes , get better billing systems that are not outdated, quit yelling at their reps in the background to wrap up their calls, quit playing loud ass music that customers can here, and give their customers true old fashioned customer service again...and get rid of the required sales per hour so they are not fraudlently adding stuff to customers accounts just to stay employed so they can feed their families. Anonymous.

    dens 3/5/12 12:00AM
  • I've been a T-Mobile customer for over 10 years. Trying to return and order a new phone has been hands down the WORST customer service experience in my life. I've called over 6 times trying to and still don't have a phone. It's absolutely impossible to talk with anyone in the US. I would cancel my service were it not for the huge fee cancellation fee. At the end of my contract there is no way I will renew. So frustrating...

    Anonymous 3/1/12 9:35PM
  • I was trying to resolve a billing issue, and was sent to robotic answers to a customer service representative who barely spoke English. When I asked for a Manager, I was directed to the same type of person who actually hung up on me! This is the worst service I've ever had in my whole life. I had been thinking about going back to TMobilem, but definitely not after this. HORRIBLE CUSTOMER SERVICE11

    V. Ritter 3/1/12 7:53PM
  • This company suspended my account because I paid them 20 days earlier than my due date and my account is 67 cents more than usual. So they suspended my account for shorting them 67 cents. I am gravely sick and my doctor was supposed to call me to advise that I need to increase my medication because my levels are way too high, but couldn't get a hold of me because my cell phone is disconnected. So this company almost got me killed for 67 cents. And they wanted me to pay them $200 to get out of my account eventhough they that their stupid company policy almost got me killed.

    tulip 2/29/12 7:39PM
  • Me and my bf just got a $300 sidekick tmobile phone and we got insurance on both phones. Our phones kept shutting off and on,frezzing and alot more the first week we got them and they will ship us the same dam phone and my bf called and they said they only can give us the same phone plus they they took my sd card with all my stuff and wont give it back!! Screw tmobile we arent paying them for what we owe. There a scam!!

    Mofo10231994 2/29/12 7:23AM
  • T-mobile service is worse and worse, even to a long-term customer for almost 10 years! I was offered a family plan for $59.99/monthly with free 3 lines in 2010. I agreed, then the contract was automately renewed for 2-years! However, this Feb. 2012, they charge me more than $100 a month, they said that plan was a promotion plan, and expired this January, then I have to pay $10 for each line (Not include other service, tax fees). Then I wanted to cancel extra lines (I really don't need these extra lines, since they are free at first, I just keep them), then I was told to pay the penalty $200 for each line! My contract won't expire till this Sept,12, so how comes the promotion plan ends before the contract expires? Even the promotion plan ends, it just means that new customers couldn't use this plan, but it should not affect to old customers who already signed the contract!

    I feel like being cheated or set-up! I can't believe that such a big company would do this ugly trick to their loyal customers for little money! Where is their reputation?

    Anonymous 2/28/12 2:45PM
  • The Customer service has no clue what is offered.. They will quote no charge and when you get transferred you find out there is a big charge.. The robotic apology is insulting..

    tmobile NO HELP 2/28/12 1:36PM
  • Have been w/ T-Mobile for 10 years, and they were excellent until last Fall. What happened? Are they having cash-flow problems? Were they bought by some consortium (i.e., are they having cash-flow problems?)?

    First, they dinged us with some nuisance fees - $30.00 "activation" fee for a new data phone (not disclosed to me at time of purchase - from Costco), then, when I had to return the phone (a Samsung Galaxy S) in less than a month, they dinged us $22.00 for shipping & handling! I called to protest; it took a good 20 minutes to reach a human being, whereas it had never taken more than 5 in the previous 9.5 years. The C.S rep said he couldn't do anything about the "gotcha" fees, but he could spot us $20.00 on the next month's data charges (half off - they're normally 40). Not great, but OK, I accept.

    But next month's bill showed no credit, instead it had a couple of $10.00 charges for some "DataPromo" line items, for the two non-data phones on our account. IOW, not the promised $20.00 credit, but $20.00 extra - they gave us a $20.00 credit towards data lines that we didn't want, & hadn't ordered! I call again, but it goes nowhere, except that I do get a snail-mail address where I can send a complaint letter, and I do. That was in Nov. and I have yet to get a response.

    I didn't pay much attention to the Dec bill, holidays & such, but one of those "DataPromo" items is still on the latest bill. I contact them again. I have to explain all this 3 times to the C.S. service drone - she keeps insisting that the credit was applied to the data charges for the non-data phone lines. When I finally get her to understand that those "credits" were for services we never ordered, she then insists that I was fully informed about the extra data lines (B.S. - had I been asked, I would have refused). "Why would I order data service for non-data phones?" But she refuses to budge. F##king liars.

    It's time to talk to a lawyer about a class-action lawsuit.

    PaddikJ 2/27/12 11:40PM
  • I am a long time customer and have absolutely adored T-Mobile for years because they had the most wonderful customer service people in the industry. They were always helpful and very nice to talk to. If I got someone who couldn't asnwer my question they always asked someone else. I even had someone call me back a few days after one call just to make sure everything was still working ok. However, something has changed. I don't know why but I'm very shocked. The customer service change is like night and day! It's as if they fired all their former customer service people and hired a whole new crew with a completely different work ethic! It feels like they fired who eve ruse to be in charge and hired someone who only cares about the stockholders and how much short term money they can bring in, with absolutely no regard to maintaing customer loyalty. :-(

    Anonymous 2/27/12 3:43PM
  • The voicemail service used to be very good- you could ask for a customer service rep and get one. This time it took me calling the # 2 times and eventually lying to the machine to get a rep on the phone. My bill was paid up but the machine wanted to talk about the account. I was actually calling about my business cell phone and how to transfer the account to someone else. It would never let me through without telling an untruth. I am very frustrated and wonder why this has happened.

    Anonymous 2/27/12 2:08PM
  • I have spent 9 days attempting to correct 2 problems: transfer my original cell # to my new phone and get my phone to connect. The phone did connect when I first activated it. Today, however, it has a popup which states that the phone is not registered with the network. Therefore, I called customer service and asked to speak to a supervisor. I was informed by the customer service representative that I had a bad attitude after I told her that I would not accept being hung up on once I was placed on hold as had happened last week over 10 times (each time I asked to speak to a supervisor, I was placed on hold. After as much as 45 minutes, I would be hung up on without ever speaking to a supervisor.).
    Technical support has been excellent throughout T-Mobile. Customer service for my original account was also excellent. However, customer service for the new prepaid account is, for the most part, abysmal! Half the time, the person at the other end (India?) has difficulty understanding what I am saying and I have difficulty understanding what they are saying. Further, they assume that I am aggravated with them, rather than the service itself (which has thus far been atrocious).
    Just prior to this email, I was connected to a supervisor's phone. After 10 minutes of ringing, I got the message that the supervisor was unwilling to speak to me. This is inexcusable!
    I maintained my previous T-Mobile account for 6 years, only to discover that I must wait before I will be given the unlock code for my new phone because I have a new account. This is not the excellent customer service I have come to expect for the past 6 years. Of note: I had one problem in the past 6 years with my old account. To date, I have had nothing but problems with my new account: 5 days to transfer my old number to my new phone; presently unable to use my new phone unless there is an open wifi connection available.

    Anonymous 2/27/12 11:50AM
  • I have had TMobile for 9 years, and 8 of those years were good ones. However, the past 12 months have been torture. I bought a my touch 3g slide in July 2010. It turned out to be a defective phone and broke in January 2011. They said they were sorry they couldn't give me the same model but replaced it with a galaxy s. I wasn't happy but at least I had a phone. A couple of months later they were trying to charge me $600 for not returning the defective phone, which WAS RETURNED. After fighting they finally took the charges off only to put them back on in September 2011. Again I spent weeks (hours, hours, more house) arguing and waiting on hold. Finally the charges were removed (and so far not shown up again). Of course, there is a new issue. In December I stopped receiving texts. I could send them but couldn't receive any. I called them and was told there was an outage. Anyway, they did some trouble shooting told me to take out the battery and sim and the issue cleared up (for a short time). For Christmas I received the new mytouch q, I put in my sim and charged it up....so happy to have a phone with a real keyboard again. Funny thing was I was texting all my friends and family and nobody was responding! Well they were responding but I wasn't getting any of the responses. So I called again and they issued a trouble ticket. The ticket came back and it said it was my equipment (a new phone not even a week old) and it was happening on my old phone. Anyway I went to the store they replaced the handset and sim. It worked for a couple of weeks. I wish I wrote down all the dates. But then it stopped working on Jan. 29, 2012. Again I was on the phone with their reps that speak no English. Infuriated while trying to decode what they were saying I drove to the store. The rep there tried to help and called tech support. He told them there was no damage to my phone and that he could see I wasn't getting text and that he tried sending me 10 txts from his phone and I didn't get any. Again a second ticket was issued and guess what, it came back as an equipment issue.... wow am I unlucky or what 3 bad phones. Anyway they put in yet another sim and things were going well until February 22, 2012 when once again I stopped receiving texts. I called again and went through the endless questions yada yada yada. No managers to speak to blah blah. Went back into the store where the rep actually told me if she were me she would switch carriers. But before I do give them 72 more hours and another ticket. REALLY AWFUL! This company used to be the best but they are the absolute worst!

    Natea 2/26/12 6:35PM
  • I have had TMobile for 9 years, and 8 of those years were good ones. However, the past 12 months have been torture. I bought a my touch 3g slide in July 2010. It turned out to be a defective phone and broke in January 2011. They said they were sorry they couldn't give me the same model but replaced it with a galaxy s. I wasn't happy but at least I had a phone. A couple of months later they were trying to charge me $600 for not returning the defective phone, which WAS RETURNED. After fighting they finally took the charges off only to put them back on in September 2011. Again I spent weeks (hours, hours, more house) arguing and waiting on hold. Finally the charges were removed (and so far not shown up again). Of course, there is a new issue. In December I stopped receiving texts. I could send them but couldn't receive any. I called them and was told there was an outage. Anyway, they did some trouble shooting told me to take out the battery and sim and the issue cleared up (for a short time). For Christmas I received the new mytouch q, I put in my sim and charged it up....so happy to have a phone with a real keyboard again. Funny thing was I was texting all my friends and family and nobody was responding! Well they were responding but I wasn't getting any of the responses. So I called again and they issued a trouble ticket. The ticket came back and it said it was my equipment (a new phone not even a week old) and it was happening on my old phone. Anyway I went to the store they replaced the handset and sim. It worked for a couple of weeks. I wish I wrote down all the dates. But then it stopped working on Jan. 29, 2012. Again I was on the phone with their reps that speak no English. Infuriated while trying to decode what they were saying I drove to the store. The rep there tried to help and called tech support. He told them there was no damage to my phone and that he could see I wasn't getting text and that he tried sending me 10 txts from his phone and I didn't get any. Again a second ticket was issued and guess what, it came back as an equipment issue.... wow am I unlucky or what 3 bad phones. Anyway they put in yet another sim and things were going well until February 22, 2012 when once again I stopped receiving texts. I called again and went through the endless questions yada yada yada. No managers to speak to blah blah. Went back into the store where the rep actually told me if she were me she would switch carriers. But before I do give them 72 more hours and another ticket. REALLY AWFUL! This company used to be the best but they are the absolute worst!

    Natea 2/26/12 6:35PM
  • Apparently T-mobile has changed their terms where when you cancel an account (beyond contract period), they will bill you for the full cycle. The bill will actually show "Partial credit from day1 to day2" and charge the full amount. On top of that the condescending moron I spoke to, claimed that his system crashed every 30 seconds and he could not pull up my account. He directed me to their website instead. He also had the balls to critique the uniqueness of my name. What a bunch of clowns. I have been a customer for 10+ years and their customer service used to be good. They seem to be bottoming out. I still have 3 more accounts with them I fully intend to close at my first chance.

    bisamurai 2/26/12 2:21PM
  • I have been a TMobile customer for over 12 years and they used to be great to deal with.
    Now, they are billing me for services I never purchased and for a phone that I returned over 6 months ago, I called them with the tracking number and all of the information when I retuned the phone in May - they billed me for it in December. When I called, they told me that they would put the amount of the phone in dispute instead of a past due charge. They never did, dispite my calling every month while I am trying to locate the tracking number - they told me that it never was notated in my file. They send me constant text messages and voice messages that they are going to cut off my service because of this charge - so today I paid it, and I called them and told them that I paid it and when I find the information I need to prove that the phone was returned per their instructions I am going to file charges against them for fraudulant billing practices and harrassment and told them that I wanted THAT notated in my file. I have been billed and charged and falsly billed up to my eyeballs - I just want out of this contract without further cost.

    Anonymous 2/24/12 1:31PM
  • HORRIBLE CUSTOMER ONE PERSON WILL SAY ONE THING CALLBACK AND THEN YOU ARE TOLD SOMETHING ELSE WAS HUNG UP ON INCONSISTENT TEXTS MESSAGES SENT TOO ME I SEE WHY HALF MY FRIENDS AND FAMILY HAVE GOTTEN RID OF T-MOBILE YOURE COMMERCIALS ARE TOTALLY NOT TRUE AND WILL BE BLOGGING ABOUT MY DISSERVICE ABOUT THIS SERVICE......RATING SCALE ON A SCALE OF I-10 YOU ARE A MINUS 1

    Anonymous 2/24/12 5:11AM
  • customer service is not helpfull at all ,your web page is very confusing try to up grade my dauther phone i rather go to the t mobil store in Danbury .Thanks

    Anonymous 2/23/12 2:59PM
  • AFTER 6 YEARS OF BEING A TMOBILE CUSTOMER I CAN TRUELY SAY I'M TIRED..THE PHONES ARE SUB STANDARD AND THE CUSTOMER SERVICES IS AWEFUL..I AM LOOKING FOR A WAY TO GET OUT OF MY CONTRACT AND I'M GONE!!!!!!!!!

    FEED UP 2/23/12 2:29PM
  • I went in to tmobile store to upgrade my family plan to get free phone on 2/11/12. I was told system is down and wait from 11 am to 5 pm to get the transaction done. The clerk helped me sign up for a 5gb plan and gave me rebate form. I got a call back on 2/20/12 saying I wont qualify for the rebate since I only sign up a 2gb plan, so they switched me to a 5gb plan without my approval and saying the plan will increased another $15 per phone (tagging another $45 on the plan). I went back to talk the clerk and he sorry that he made mistake but he cant change anything, I have to stick with the plan and do the rebate and downgrade later to 2gb. I they will give me a $45 credit. The clerk kept making up lies after lies. I'm not even sure if I will get the rebate or not. Big Headache with tmobile and their service.

    anonymous 2/22/12 8:41PM
  • I hate t-mobile automatic customer service with passion ! I can never reach a person to talk to and t-mobile always hangs up on me! What a waist of time!

    Anna 2/22/12 8:08PM
  • Worst customer service EVER! Poor phone quality as well. I have had 3 different smart phones and they all freeze, cut off and anything else you can imagine!I will NOT renew my contract and may cancel before it expires. T-mobile- SHAME ON YOU!!!

    dsabree 2/22/12 4:59PM
  • I HATE T. Mobile with a passion, i got this 2 year contract for my son a year ago I was promised a MP3 player once a payed my first months bill I never recieved this, a few months later my sons phone kepy freezing so i took it into the t mobile shop as it was only 6months old, they said it was water damaged, i told them that there is no way it was water damaged and under no circumstances has it been dropped in water, the sales rep told me "my dear there are other ways you can get water damage maybe your son has answered his phone in the rain fog or snow" i said that in this day and age that surely you could answer ur phone in the fog and he replied" my dear if there was a thunder storm would you take ur lap top out in the middle of it and hold it in the rain?" i was shocked at his appaling attitiude but got no help and had to pay £80 for the phone to be fixed from an outside company, then yesterday i recieved my sons bill which was £140.00 and my contract is £20.40 so as u can imagine my heart droppd to the floor when i saw how much he had spent, i called them and asked them why they hadnt sent a text to inform him or me that my bill is gonna be much higher this month and is everything ok, do u realise that ur going over ur monthky usage etc etc, they said they cant do this, i said this is stupid as i am with another provider and if my bill goes over what i normally pay they send me a text or an email to warn me, they said t mobile dont have this service, i asked to speak to a manager and i was told that t mobile do not have managers!!!! disgusting!!!!

    louise 2/22/12 1:14PM
  • TERRIBLE WORST EXPERIENCE WITH THE TMOBILE CUSTOMER SERVICE..THE AGENTS GIVE WRONG INFORMATION AND ARE JUST INTERESTED IN TAKING UR MONEY..RUDE AND WORST CUSTOMER SERVICE..THEY HUNG UP INSTEAD OF LETTING U TALK WITH SUPERVISOR

    Anonymous 2/22/12 8:09AM
  • I recently added another line on my account for an aunt in another state. The phone number that T-Mobile linked to the phone still does not work. This has been going on for 2 months! I have really noticed a BIG change with T-Mobile. If I had a problem before, Customer Service took care of it and I would be on the phone with them for about 5 minutes. Now, when I call T-Mobile Customer Service, I am on the phone for about 45 minutes and I am put on hold 3 or 4 times. And there is a definate language barrier with all the CS Reps. It is evident that English is not their first language. The CS reps are not knowledgeable about products or issues and are no help. They are also very rude. I have been told that if I want to speak to a manager, then I should hang up and call again, because she (the CS rep) wasn't getting one for me. I have even been hung up on. T-Mobile, what happened? Your slogan used to be "T-Mobile. Get more." Your customers are definitely getting more now. More headaches, more problems and more frustrations. I am letting the contracts run out on my phone lines and I'm going to another phone company as soon as I can.

    misties 2/21/12 7:36PM
  • I've been txting my fiance out in Cuba since October of 2011. I added the $5 dollar feature to txt unlimited and had been working great up until February 7th of this yr. He stopped reaceiving my txts. so i called customer service asking what had happened or waht could have caused this. For more than 9days no representative nor supervisors knew what the issue was. I then called the 10th day and a representative tells me the reason being is cause Cuba is not in their range. That i wasn't supposed to have been ablr to send txts in the first place. I then asked why i was never told this before and why it was working perfectly fine the past 4months. ughh regardless i have no real or valid solution to this issue. Where can we go to have customer service do thier freaking job ?????? the other issue is that i purchased a tablet over two weeks ago and still hadn't received it !!!!!! i call to see the status and the t mobile rep says they shipped it to Texas !!!!! the address i had changed over months ago !!!!!!! IT's soooooo beyond upsetting and worse part is that i can't do anything about it nor they. Tmobile has become like or worse than those small third party cell phone providers like metropcs etc

    Anonymous 2/21/12 1:52PM
  • I have been a T-mobile consumer for many years. When there would be a reason for me to call customer service, the situation would be handled efficiently and to my satisfaction. I have recently noticed this is no longer the experience and T-mobile's customer service is HORRIBLE! What is going on with this company?! Why am I paying for a product and when I call customer service it is very obvious that English is NOT their first language. Our conversation goes in circles because of the language barrier and it makes me angry! Solutions would be handled within minutes and now, it takes over a half an hour to get things done. What the heck is going on in this country we call America??!!

    Sarah 2/21/12 1:50PM
  • Hello,

    On Feb. 18, I tried to purchase 2 cell phone of samsung dart on line from T- mobile, but the transaction was not completed because you told me that there was a problem in my bank card although I used that card many times before. I called customer service to make another trial to purchase, but the customer service's employee confirmed that there was a problem in my bank card and recommended me to purchase from the store. Then, I was surprised when I found out that my bank account was charged with the total cost of purchase. I called customer service again, the customer service's employee told me that my money will be returned to me during 24 hours (Feb. 19), but till now I didn't receive my money. My name is Mohamed H. Mahmoud, My card no. ends by 3256 and expired on oct.,2015, my address is 134 peachtree st. NW Residence Inn hotel room no. 1506. Please I didn't want the cell phone, I just want my money as fast as possible.

    Best Regards
    Mohamed Mahmoud

    Mohamed Mahmoud 2/21/12 12:16PM
  • horrible service. Waste of money, time, energy. I had to pay the ETF and transferred to a different provider since I was so tired to play the game with any of them.

    Anonymous 2/20/12 5:52PM
  • the worst -- wow -- how do you reach a real person??? the chat option is ridiculous -- never an agent available -- i had a simple question about my prepaid account -- no matter how many numbers i tried i could not reach a real person -- all automated junk -- they gave me one day to refill my account or lose all my remaining minutes -- could not refill that day so , yup, lost all the minutes remaining -- on the phone for over an hour to reach a rep. -- to no avail -- really horrible.

    fed up 2/20/12 8:08AM
  • I was sold a Hot Spot wireless stick for my lap top and a contract after being told it works just like cable modem etc. It disconnects after 60 minutes no matter what I am doing. They would not terminate contract even though store sold me something that was not as represented correctly.

    bill911SC 2/19/12 3:04PM
  • I hate T-Mobile. I called to contest some of the bogus charges on my bill and was TRANSFERRED TO 4 PEOPLE and the last woman was SO RUDE - talking over me, not providing any helpful advice, etc. that I asked to speak with her manager. Was PUT ON HOLD FOR 5 min. and she said her MANAGER, Wanda would speak with me in a couple of minutes and BEHOLD!!!, I WAS ON HOLD FOR OVER 1 HOUR!!!!

    kaylita 2/19/12 8:28AM
  • t mobile going from best to worst customer service. I was with them for over three years not any more, What a shame, trying to charge me restoration fees on my 3 phones, 20.00 dollars each for consecutive months, without telling me or making me aware of it,

    bushe 2/18/12 12:09PM
  • T Mobile signed me up for a smart phone and I agreed to 2 year contract. Quoted $69.99 all unlimited services.
    1st bill $79.99, 2nd bill 79.99, 3rd bill $79.99, each time I called to have the bill corrected, I had to try to up to 30 minutes - 1 hour or longer to get the extremely unhelpful TM customer service rep to understand the problem.

    Getting through the awful automated phone menu got me hung up on several times. I had to go to the TMobile store located in the Mall to have the manager get on the phone with TMobile corporate and correct the problem. Today my new bill came and $20.00 service fee is added to my bill for service I did not get. Totally incompetent and inefficient service. Plus my MY Touch phone has a very prominent echo most of the time when using the phone - completely 100% dissatisfied with TEvil Mobile!!!

    George Lopea 2/17/12 11:43AM
  • Its about the sale happen on 02,11,12 which was upgrade your phone service and get free phone so i called them ( t-mobile) customer service to upgrade my service ok the agent told me let me see what can i do i was trying to upgrade i told her i want my all 5 line to be upgrade, i was trying to get the $ 159 plan and she was pushing me to $ 139 plan i told her i dont want the $ 139 per month plan she start telling me stuff about the $ 139 plan she wast my arround 20 mints on that she piss me off i told her that move me to $ 159 plan she make me so mad and then start telling me go head think about it which plan you wana go for eather $159 or $ 139
    i will call you back in one hour , i was so mad i told her ok call me back let me think and then she called me back affter 1 hour so i told her ok i want the $159 plan and she told me oh i allready upgrade you to $139 plan omg i got so mad i was like i did not ask you for $ 139 , why did you told me go head think and you will call me back and know you telling me that you upgrade me to $139 give me the plan which i want she was like oh i cant do it know superviser need to reverce your account and it will take you 24 to 48 hours i was like ok thanks bye i since know its almost week i been trying every day they tell me some thing new even though the sale is over they told me will give me free phones with my upgrade know they hangup on me 10 time i am so mad with these peopple i been with them for more then 5 years i amnot happy with this going to change my service forever

    sam865695 2/16/12 9:46PM
  • This is in regards to the phone sale that took place on 2/11/12. I went to T-Mobile, Norwalk, Ct location around 2:30PM. I waited about 30 minutes for someone to help me. I finally was able to be helped and was able to get the last Samsung Galaxy S 2, however the system was down and they we not able to check me out. So, the represenitive there, Megan was able to put the phone on hold for me since I waited. She put my name, number and additional information on the phone, put it in a bag and put it in the back room. The represenitive, Megan left for the day at 5:00 PM. She texted me and told me that the phone was in the back when I texted her and let her know that I returned to the store. I arrived to the store at 5:15 PM, waited another 20 minutes to be helped, to find out from Megan shortly after I texted her, that the manager gave my phone away to another customer, which I think was wrong since I waited like everyone else. Another represenitive, H'Vanna, was able to give me another phone in which I received no apology, reasoning, or explanation to where my phone has went. Not even from the manager who gave my phone away. I think this is extremely wrong especially because when I came in at 2:30 PM, someone came in after me, had a Samsung Galaxy 2 on hold, got his phone and left before I was even helped. Then, Megan calls me to tell me to not get the HTC sensation that the store had and told me to go to Stamford, Ct to get a HTC Amaze since that phone is better. So I was bascially told to go to another city to get another phone that I didn't even want because the manager at the Norwalk location gave my phone away. I think this store did a horrible job serving me, not informing me of the matter, especially the manager.

    Anonymous 2/16/12 2:55PM
  • i terminated my account after 2 years, but, they still charged me for an additional $50 or so for the new month. this is fraud. we had an agreement that the contract was terminated. now i am still waiting for that $50 refund they promised bu ti never received that - it has been about 3 months now and i am tired of calling them and asking for my refund.

    never use this service provider ever again. they will steal your money. tmobile qualified to become a scam and fraud.

    Anonymous 2/16/12 12:17PM
  • T-mobile has got to be the worst company for customer service I have ever dealt with. They get you to upgrade with false promises of rebates, then their rebate dept won't honor them because of the plan their colleage upgraded you to. I've been trying to resolve this issue for 2 months now, no-one will return my calls as promised, no managers are ever available to talk to, and the whole thing is just sour. Once this contract is up I will never use T-mobile again. They should be investigated for deception at the very least.

    Anonymous 2/15/12 7:50PM
  • T-mobile has put me under a 2 year contract without informing. While away, I contacted cust. svs. to add more minutes; the rep. said she would add minutes and charge my account 9.99 for the month of jan. I thanked her..just found out she added 2 years to my contract for this and did not inform me..this is fraud..what do I do? Marcia

    mocke1 2/15/12 11:03AM
  • Hello, for the last 3 months I have had to call customer service everytime I receive my bill. This results in me spending over a half hour of my time try to get my billing issues resolved. The last two times I called the rep assured me that the issue is resolved and I will not have to call again but yet again I received my bill yesterday and the false charges are still on there. The reps spends so much time talking and asking me to hold on while they access systems that even makes me even more annoyed. I feel like they need to be more trained on your systems to help customers and I should not have to call every month to resolve my billing issues. I have been with T-Mobile for more than 10 years, the experience I have had the last three months has really left a bad taste and I will be looking for new phone service as soon as my contract is up. I am disgusted at the amount of time I have to spend in order to figure out the issue. That is time I could be spending with my children. We pay enough for our phone service...T-Mobile should have trained reps to help their customers and treat them with respect instead of arguing with them. Thanks! Sanita

    Anonymous 2/15/12 7:03AM
  • Here is our problem with T-mobile. My husband and I have been customers for 6-7 years now. Haven't really had a problem with then before. My husband had his phone for 4 years now and i last upgraded 3 years ago, so we haven't renewed our contract for a while. We were thinking of upgrading so we went to our account to see what's the phones look like and the prices. It was giving me one price and him another. So we called them and they said there was an upgrade done on my husbands phome 6 months ago. And we even payed them 6 months in a row $20 for it. We tried to explaine to them that we have not received a new phone but they said they have proof of delivery. It was delivered at an address we have not been living at for over an year. And on top of that we have not ordered anything. They said there is nothing they can do. When we asked them of the cost to terminate service they said it would be $250 because with "the upgrade" we are under 2 years contract now. So can anybody tell me what do we do ????

    nevsy 2/14/12 12:32PM
  • Terrible Customer Service. I can't wait to go back to Sprint. Do not but the Amaze 4g. And do not agree to a contract over the phone unless you can read the contract in front of you.

    redrumjoe 2/10/12 8:55PM
  • T-mobile really sucks. 1) they switched my plan to supposedly something better, with better international rates, just to find out that the plan was switched back to my old plan. In the meantime i was calling internationally thinking i was paying 7 cents as the rep had mentioned, to find out that my bill was over 200 dollars because i was paying 35cents a minute. I wrote letters to corporate fighting my case and nothing got resolved, I gave up. 2) just yesterday i found out that when I did that switching my plan was extended for another year, without my consent, they said i was paying 49.99 for unlimited when my monthly bill reads 59.99 for unlimited. I am amaze at how poorly trained and inneficient the reps are, and how low the company has come from 7 years ago. Once my contract ends, I am never, ever ever ever doing business with this company again. No wonder they wanted a merger with ATT, now they have to deal with all the issues that plague the company. I wish for them to go down hard, can sounds the drums loud enough to rally a bunch of people so taht they get the message. humbug!

    Teutonicrider 2/10/12 10:49AM
  • T-Mobile really took a nose dive. Horrible cust. service. Been a loyal customer for many years and they charged me a ridiculous amount to cancel a phone line my ex-girlfriend transferred to another carrier which I did not even authorize. Only about the $ now. Cannot wait to get out of contract and leave T-Mobile.

    no longer loyal 2/9/12 8:27PM
  • I find it very frustrating each month to pay for broadband service and have problems daily using the internet. Almost every time I choose to enter the internet I must waite for extreme long times for a connections (3 to 5 minutes or more).
    Often, such messages as there is an error, or there is no server, or something is wrong with the dial up is posted. Then, I'm ask to send an error report.
    I remember a time when American products and service was top of the line. Now, too many American companies and businesses have this attitude "...grab the money from the consumer's hand and run." We pay these inflated fees for products and services while receiving 'minimized' services and goods. Where has American pride gone?
    T Mobile, your company has a lot to learn about pleasing the consumer. Service is more than just saying "...May I help you mam / sir?" to your customer. Service is about making your customers feel they've got their money worth. CHARGE LESS, GIVE MORE,and you will have more sales. Try it; it works. I have been loyal to you but you have NOT been loyal to me.
    (Frustated nine year old customer, who is about to leave your company.)

    Loyal Customer Leaving 2/9/12 8:34AM
  • wow, they'll screw you. You know a company's customer service sucks when they say everything is black or white, and they cannot override the system. Not even a manager can..wow

    Anonymous 2/8/12 10:00PM
  • comments about t-mobile what every one needs to report there customer services to the better business bureau . for there is know way to reason with t-mobile. t-mobile put me a contract an i never had one in four years and send me a bill for 279.24 for made my last payment in January. Judith baker

    judy baker 2/8/12 8:14PM
  • Having a phone contract with T-Mobile is like joining the mob. They make it easy to get in but then they start screwing you over and make it impossible to get out.
    When my oldest daughter ag 22 moved away to go to college, her city did not have proper coverage with T-mobile so she bought another phone with another provider. T-Mobile charged a $200 termination fee, even though she has not received a new phone. They charge taxes and another 30 dollars on that phone this month even though it has been cancelled for over 3 months. Now I am told they will charge me $600 to cancel my last 3 phones with them which I will gladly do. This company needs to be investigated and put out of business.

    Keith 2/8/12 11:51AM
  • I paid my insurance every month and the first time i made a claim for damage they told me it had to be reviewed first. When i pay my car insurance and experience hail damage they look at the car and make things right so why cant tmobile make things right.

    Qrogers 2/8/12 9:48AM
  • I had been with Tmobile some years ago but had to switch to Virizon do to lack if coverage at my old house. As soon as we moved I jumped at the chance to switch back. While never having the greatest coverage, the prices we're reasonable, and the customer service had always been excellent. Well, as I have found out, that Tmobile is gone!!!

    I first ordered two new smart phones over the phone and I wanted what would work out to be an unlimited plan for around a hundred dollars. Pretty cut and dry stuff right? Well they messed my order up, I got the phones just not the right plan. No problem you would think, just call and have the plan changed right? "Sorry sir we cant check a different box" I'm told, "you have to send the phones back and start a new plan", they say. "Mmmmmk", I say, "that makes no sense but alright just as long as I don't get stuck with two contracts". "No worries", I'm told, "your well with in your buyers remorse as long as they are post marked your good". So I send the phones back as told and head to the store for new ones as I am told to do by customer service rep. I get to the store set up the new plan with the same model phones fill out all the rebate info I am told I get by the rep and am in my way. I call up to cancel the other phones and am told they cant until they recieve them but not to worry as I wont be billed.

    Yeah, you can see where this is going right? Well long story short I had to call over twenty times, they tried to charge me early cancellation fees, a months worth of billing, the cost of the phones, andnwho knows what else, all on the old plan. Thankfully I keep dang good records as I had a gut feeling this was coming.

    I was able to prove I was not liable after many many hours on customer service and at the store with stacks of papers. This could have all been avoided though had they just got my initial order right or atleast made a change in the system to correct their mistake. Instead I bore all the burden in correcting the issue. What was even more irritating is that I constantly got connected to people that could not understand english for shiat, and had no clue how to work their computers to look u even simle call log databases. It took an verage of four transfers to get anything acomplished. I guess I can't really blame mud hut dwellers for not caring about my first world problems, but I do balme Tmobile for making me try to explain it to them.

    This to me is a tactic to frustrate customers into paying charges they shoulden't. Use low wage labor to piss off your customers so they go away when you over charge them knowing they cant do shiat cause they are in a contract.

    At any rate I got the problem solved on the old phones after a month of calls, but now I am fighting to get my rebates on the new replan that should have just been my old phones. They denied me saying I have the wrong plan even though I have the contract to prove otherwise. Fraking aholes stealing from me. Should put them in Jail since coorporations are people too now. Whats more is the phones have turned out to be junk and I have service outages constantly these days. Awful awful awful!

    Angry Consumer 2/8/12 7:10AM
  • T-Mobiles Customer Service SUCKS!!!

    Half of the time they don't speak English.
    The other half of the time they have NO idea how to handle your problem!!!

    I am VERY sorry that I EVER purchased ANYTHING from them!!!

    Poohpka 2/7/12 9:04PM
  • t-mobile will not solve customer service issues. report them to the BBB ex- t-mobile customer. judith baker michigan

    judy baker 2/7/12 6:44PM
  • Worse customer service I have ever had to deal with. I am going to pay the $200 to cancel service just to get away from them. All you get is a recording or an agent that can barely speak English!!!

    phillyer 2/7/12 3:40PM
  • I have been a loyal customer of T-Mobile for 7 years now and have been happy with them until now. My two-year contract end on December 2012 so I signed up for another two years. My old plan had unlimited text for my wife because she loved to text. In talking with a T-Mobile representative, I asked him to include the unlimited text for my new contract under my wife's number. The rep said that it was no problem and he took care of it on my new contract. I even asked him to go over the details of the new contract including the unlimited texting for my wife and he verified it. A month later, I received a bill with almost $100 in charges for my wife's texting. I was pissed. I called up T-Mobile and another rep with a funny accent said I went over my minutes. I told the dumb bi*ch to look at the summary heading. The heading said Summary of Charges for Messaging and the type was Text. She kept on insisting that I went over my minutes. How could I went over my minutes when I signed up for unlimited texting? Apparently, the last rep didn't do anything to add unlimiting on my next contract. Finally, I told the current rep that I did talk to a rep about unlimited texting and she said that she will fix my contract and refund the charges for the texting. A week later, no refunds were made and I had to call T-Mobile the third time. They wanted me to pay the bill with the extra texting charges first! F**k! The second rep said that the charges were to be removed a day after I talked to her and nothing was done. After I paid the bill with erroneous charges, I got transferred to a billing rep that was able to fix my contract. What a f**k*n headache. This is the last contract with T-Mobile. I made a mistake and now stuck with it for another 2 years. Please listen to my warning and go with a carrier other than T-Mobile.

    vudoodaddie 2/7/12 3:03PM
  • t mobile worst network i have came across paying 56 pounds a month for a iphone that dont work customer care are useless cant speak proper english i am not instructing my bank to stop payments to them

    Anonymous 2/7/12 1:15PM
  • WORST SERVICE EVER! I was with t-mobile for 10 years. Their customer service went from good to the worst I have ever dealt with. The reps are rude, unprofessional,and pointless. They never resolve anything. I wouldn't wish t-mobile on my worst enemy.

    Anonymous 2/6/12 7:40PM
  • HORRIBLE customer service
    very poorly trained
    you get a different answer from everyone you talk to!

    J 2/6/12 4:57PM
  • I have only kept TMOBILE because I don't want the hassle of changing over my phone numbers, but their customer service is HORRIBLE and yesterday's call where the outsourced rep couldn't tell me why I had text messages on my bill that I did not make was the last straw. ALL CAPS FOR EMPHASIS::::

    FROM NOW ON, I WILL TRY TO ONLY DO BUSINESS WITH COMPANIES THAT EMPLOY PEOPLE WHO WORK ON AMERICAN SOIL. JOBS PEOPLE, JOBS.

    BARBDYLAN 2/6/12 9:05AM
  • If you switch from postpaid to prepaid, it will become IMPOSSIBLE to reach a live human being to discuss your final bill.

    Call customer service, they recognize your number now as prepaid and that's all you can get.
    Even if you call t-mobile SALES for a new phone, they can't even transfer you.
    Computer-controlled madness

    Geirge Jones 2/5/12 10:23PM
  • Refused to cover the reparation costs for a mobile phone bought 4 months ago, well under the warranty period. The phone was not working properly since I bought it and when I went to have it repaired they said there was moisture and that even if it is not working properly they will not fix it.

    T-Mobile Netherlands

    Anonymous 2/5/12 5:12PM
  • When I contacted dumb mobile back in September 2011 to block text messages, Lisa did put the block on text messages. Then told me since I was a long time customer, she would offer me a $5 credit on every bill. She did not tell me I would be under a 2 year contract. I never received the $5 credit. In November 2011, I contacted Dumb mobile and I asked where is the $5 credit. Spoke to Andrea and she said it takes 1-2 cycles and it would come on the next bill, which it didn't. I then contacted Dumb Mobile again in December 2011 and spoke to Brian. He then said I cannot receive the $5 credit because I am not under any contract. I wanted to purchase another phone from someone else in February 2012. It was then I found out I was under a 2 year contract and on top of that NEVER received the $5 credit per month. Finally because I had an argument with Brianna a so-called supervisor of dumb mobile, she finally credited my account for $25 and I will get a $5 credit from here on out. Well, we'll see about that since they are so dumb. I told Brianna the dumb people on the phone need to be trained better, I am very upset with their service, I will drop them like a hot potato after the two years are up, I will tell everyone I know about regarding the lousy service of Dumb mobile, and I will put it all over the internet about the lousy service of dumb mobile.

    Lori 2/5/12 2:21PM
  • up until july t mobile seemed to me to be a very good companyin august a rep from their company told me that since I was a loyal 11 yr customer he was going to send me a free sensation that has started a nightmare that has lastd for months their bait and switch tactics ,lies about costs,uninformed customer representatives, average 20 minute hold times [ once a 40 minute hold]one rep saying one thing another saying that policy is wrong and to top it off you cannnot call or email the corporate office in arizona you have to write a letter to get in touch with a executive customer rep when a customer rep finally took pity on my many problems with all the services and lies and misreprentations by virtually every employee and emailed the executive office about my countless problems the supposive executive secretary of the president of the company after 4 months and countless hrs of phones not being sent , 2 phones arriving the same day lies ,misreprentation by almost every reprentative stephanie monet called me to try to straighten out the mess she did accomplish getting me a replacement sensation for the the first defective phone that i finally recieved but was impossible to contact after the first contact I count the days till my 2 yr contract is over this is the most horrendus expeirence I have ever had this companys score is 000000000000000 as far as I am conserned

    duke 2/5/12 2:58AM
  • I called T-mobile to upgrade my phones. The promotion was only for new customers so I told the rep to cancel my 2 lines of service and we could start 2 new lines with the promo. She told me to call back to have the numbers transferred over. When I called back I found out she tagged a 2-yr contract on the old lines so now I am stuck with 4 lines of service under 2-yr contracts. It is honestly like speaking with 4th graders trying to get this worked out. They are not willing to cancel my contracts which I never gave authorization for in the first place!

    leardas 2/4/12 10:14PM
  • T-Mobile = absolutely apalling customer service. It is because I don't want anyone to have to deal with them like I did that I waste even more time on the subject of T-Mobile and say to you: RUN don't walk away from this company.They get away with it because people keep giving them business...it's all good until they refuse to undo their own errors and give you the run around for MONTHS. Do yourself a favor and look for a company with integrity. As I have found it is not T-mobile.

    HB 2/3/12 2:08PM
  • I have received the worst customer service from this company ever. I purchased two new phones at the local distributor and was told at that time there would be no migration fee. I received my next bill and found migration fees totaling $400. When I called T Mobile customer service they told me there was nothing they could do and I had to call the local store. I repeatedly asked for a manager and I was left on hold for 18 min then I was transferred to another rep - NOT A MANAGER. I then was left on hold again for another 5 minutes and had to leave a message for the manager who has never called me back.

    I have been a good customer for at least 10 years and the attitude of the customer service reps - if you can understand them - is they don't care!

    rranch 2/3/12 8:30AM
  • I called t-mobile to discuss an issue with my account, I was on hold for a total of 65 minutes in all, I asked for asupervisor atleast 15 times, put on hold then they disconnected me, called back another rep answered kept asking if I waanted to make a payment( really chick). I have never seen nothing like this so rude and very unprofessional. I will definitely write a complaint to corporate office, who are training these people, what planet are they from? As if!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! God Be With Me.

    Anonymous 2/2/12 8:09PM
  • I contacted T Mobile customer service to discuss an issue I had with regard to billing procedures. During my conversation while I was still talking, before I finished explaining my concerns, the representative disconnected the call. Now I am even more discouraged with T Mobile Customer Service than I was before I called. VERY RUDE and INCONSIDERATE!

    Anonymous 2/2/12 5:18PM
  • T-Mobile has the worst customer service on the planet located in the Philippians.

    The reps have a keen way of asking a lot of questions and making lengthy statements yet avoiding ANY direct answers. I have yet to have a question answered when I have phoned and the calls take so long. I also hear them typing during the entire conversations.

    patrick 2/2/12 7:48AM
  • I have been extremely disappointed in how T-Mobile has been handleing my issues. My reception is horrible. We are unable to check our messages from home. I have missed medical emergency calls regarding my daughter from the school as well as emergency phone call from my husband ( also with T- mobile). We have been calling to find out what the problem was for a year and finally a representative informed us we are in a 2 mile dead zone. They suggested a "tower" or reception booster. We agreed, knowing it would extend our contract for 2 years if we kept it. We were NOT notified in that conversation that we had a limited time to try it before sending it back. I tried this booster for 1 1/2 months attmepting to make it work in different rooms. I feel we were making an honest attempt to make T-Mobiles service work for us. I then called to return it and was Shocked to find out that we had only 20 days to try this booster before we would be stuck with a new 2 year extcontract. The booster did not assist us in any way. We have tried 2x to have the packaging slip sent to us and both time we were assured it would come. When the 1st one did not show we ordered a 2nd one. When that "package" arrived empty we called again. It was then that they advised us that we were beyond the "free shipping" time frame and we now have to pay for it ourselves. Not to mention we are stuck in a new 2 year contract. I have filed a complaint with thier dispute department. I have yet to hear back from them. I called again last night and requested a supervisor contact me. I was assured he would call me back. I have not heard from one yet. Although it could be due to the fact that I DONT" GET ANY SERVICE and therefore he can not actually get through to me...how convenient on his part!!
    I am extremely disappointed with T-Mobile and how they are handleing this and will let anyone and everyone who will listen about my experience with this poorly run compnay.

    Bloomsnbuds 2/2/12 5:51AM
  • I was losing calls so I decided to get a different phone carrier. I found a carrier and ported the number. The next day (1/5/12), my wife called to cx and find out if there was a balance. They said the bal was zero. Three weeks later I get a bill for the full amount. I called and talked to Eddie. He said, “I don’t know why they said the balance was zero, but when not notified they charge the full amount.” I guess a call to notify, get the final balance and porting the number is not enough.

    Ron 2/1/12 8:22AM
  • *The automated system is terrible -- leads the caller through many commands and options. Asking for a representative or pushing 0 doesn't get you connected until you follow their own process with an automated voice/command.

    *You reach a call center in (probably) India. On occasion I've had a very simple request or question, and the "service rep" has been able to comply. Usually, however, there's a significant disconnect in the two-way conversation.

    *My last encounter involved a question about a charge. The "service rep" could not explain what the charge was. His answers involved repeating what he had just said, putting me on hold, and still returning to repeat what he had just said. Asking for a supervisor was met with a refusal to connect me to one. The refusal took the form of merely repeating what he had just said (thereby delaying the connection) and denying that he was refusing to connect me with a supervisor. I made the decision to disconnect the line.

    Susan 1/31/12 8:42PM
  • i have had tmobile since they where voicestream and i was in middle school and my mom paid my cell phone bill. i used to love them!tmobile "WAS" very affordable and had great customer serviec. The last two years i have noticed how high my bill always is on an unlimited plan, and how terrible the customer service department is. The tmobile company everyone used to love and enjoy is no longer the same company. I think i rather pay to get less minutes and be treated with better customer service. The most recent problem, i have phone insurance and sent back there defective phone that they claim never received but yet dont have a tracking number to track it with. They are trying to stick me with $300 of a re-usable phone they mailed me with, and im not paying a penny. Tmobile has become one of the worst companies.!!!!

    jennifer 1/31/12 1:44PM
  • I have been with T-Mobile for 11 years and for the bulk of those years was pretty happy. The biggest problem I use to have was that I felt it was completely unfair that a long standing, on time paying customer didn't rate getting an upgrade for a phone at the same deal that a new customer was getting it for. That issue is still an issue all these years later but they've compounded that by now having HORRIBLE customer service. All the transfers and 45 minutes at the least waits just to be transferred again and having to wait again is just soooo aggravating that it does seem like one could alleviate a lot of the problems by just letting them go. I agree with a lot of the folks here that the company clearly doesn't care if you leave or not, i've been told as much. If they don't see by now that Corporate Greed is a dying monster and that taking care of customers...especially good customers, then they need to fold. I say drop them en masse!!!!!

    use2bhapy 1/31/12 10:40AM
  • I have been with t-mobile for over 12 years. 10 of the 12 have been without a contract. However, in the last 2-3 years their customer service has really been a joke. They have outsourced their customer service and when you do speak to someone they are blatantly been rude. The supervises and representatives are not helpful and lie about what they will do. I have been told by a representative that t-mobile does not care about customer loyalty. I will be paying off my bill and leaving t-mobile for good. Really a cell phone is not a dire need to have it just provides convenience. It can go when it comes to not being treated as a long time customer. Thanks for nothing t-mobile. Why do I have to address my issues in writing to someone, which may never be answered or brushed to the side. There are only reps and sups in the call center. People with little to do with customer satisfaction. t-mobile you really need to better your customer service contact.

    loyaltyisajoke 1/31/12 8:25AM
  • T Mobile should have gone through with the AT&T merger because they've adopted AT&T's customer service attitude. After a good dozen phone calls over 4 months, I finally get assigned an executive care rep. But after trading phone calls with him for a month, I have to repeat dial for an hour just to reach him. Bottom line: "our computer suspends service automatically, even if you're only 1 penny past due for 10 days due to our error." "We have 30 million customers, we can't review every account." Clearly, they need less customers.

    Jill Gambaro 1/30/12 10:17AM
  • T-Mobile needs to replace my phone I will pay the one hundred and change but I will not pay $17. a month for 20 months for their mistakes, the conversation that took place on Aug 2011 with Rep JAMES, T is not available to listen to because is to old.
    You cannot treat customers who have been with you for so many years. I will hate to see how you treat people who have not been with you for long DO THE RIGHT THING. I have the outmost respect for my customers if it was not for them I would not even have a business.

    Leonor 1/29/12 9:01PM
  • Some years ago my husband and I bought 2 Garmin phones $800.00 dollars plus tax requested insurance on the phones were told that it was taking care. not true when in August 2011 one of the Garmin was stolen they informed me that there was no insurance on the phone, they gave me a hard time but the rep finally asked me to pay one humdred and forty something and they replace my phone with a sensation, and we both made sure that this phone was cover under insurance. Today Jan 29 my sensation was lost, went to the t mobile store was given a card to report to the insurance dpto the lost and come to find out there is no insurance for the sensation. For Christmas 2011 got two phones for my children requested insurance on both phones comes to find out today, both phones have no insurance. T-Mobile must have a reason for not wanting to add insurance for their customers phones and they are always right, their reps never do wrong is the customer who messed up. I called them several times today to tried to solve the situation and they even said that I called to many times yes I called but nothing got resolved. AS A FAMILY WE HAVE BEEN WITH T-MOBILE FOR A LONG TIME AND THIS IS THE WAY WE ARE TREATED.

    Leonor Cordray 1/29/12 8:49PM
  • I recently went to the local t mobile office to have my phone switched to t mobile pre- pay. the sales rep told me on the phone there would be no problem, my keeping my existing #. after they took my money and 24 hrs. later, the service had not happened.I went to the office to ask why. the rep. told me I wouldnt be able to keep my existing #. I told him to cancel the request and re-emburse me my money. he told me the money was already charged to the new # they gave me.I told him that does me no good,no-one has this new #. I talked to the mgr. on duty and it came down to they ripped me off for the monies I paid and I still had no service. this isnt my first bad dealings with t-mobile, but I guarantee it will be the last, and if my friends ask about t- mobile I have a couple good accounts for them.

    Anonymous 1/28/12 7:09PM
  • I have been for the past year trying to purchasing a new phone from T-Mobile and have been unable to do so. They keep telling that they cannot verify my identity? I am buying a pre-paid phone with my Chase bank card, what verifying do you need to do? I finally asked the agent if they had me on a black list and he said that he did not see any red flags next to my name. Wrong answer!! That is telling me that T-Mobile practices this policy, but why? I only buy pre-paid phones and have been with them since 2001. I don't owe them money, I am not a terrorist, or have embezzled any funds from them or anyone else for that matter. I asked to speak with the department that made this decision but was told that they do not deal directly with customers. Why won't they sell to me? Why can't I be told the truth? That means they are hiding something and it must be something illegal otherwise they would have no problem with telling directly. This really sucks because I just ordered business cards with my number and the phone I currently have is acting up.

    Maddy0418 1/28/12 5:29PM
  • T MOBILE is a RIPE OFF COMPANY, do not do business with T MOBILE. They think they can get farther ahead with dissatisfied customers, they are wrong. When I Signed up for the 2 dollar a day plan I did not EXPECT my money to disappear from my account unless I made actual phone calls. I do not expect my money to DISAPPEAR AUTOMATICALLY without making any calls whatsoever. T MOBILE is going to lose a lot more money then they took from me. NOBODY WANTS TO DO BUSINESS WITH A CROOK. They think people don't read this, they are WRONG. CUSTOMERS MATTER.

    Zorro 1/27/12 12:36PM
  • I've had T-Mobile since August 2011 and had nothing but problems from the start. In a nutshell they made a mistake porting my landline and gave it to another customer, took a week to get it back. Then they deactivated the phone since the other guy didn't pay his bill (somehow the person who they gave the number to ended up on my account and he didn't pay his bill) and finally in November the picture message feature stopped working. Tech support has had 2 months to figure it out and now tell me they are aware of the problem but I have to send my phone in for replacement (be without any phone for 2 weeks or more). And what really takes the cake is two of the employees told me it would be better if I went to another company.

    Look at the comments on this site, over 1,000 negative comments with only 75 positive. Wish I would have read this and gone with Verizon or AT&T, live and learn....

    Jr 1/27/12 7:57AM
  • Had T-mobile for two years. After the first 6 months my phones stopped working. Contacted T-mobile by chat and basically they admitted they sent me phones they knew had a defect and then aid I had to buy a cable from them to fix it. Immoral and totally unethical. I kept the transcript and after emailing them with a copy of the transcript they decided my business was not important enough to respond. Of course I had a contract and they said I would have to pay for cancelling the service. Basically they had me and I was no longer a valued customer because I was locked in for two years. When my contract was to expire they had the nerve to call me to see if they could resolve my problem. That was 14 months after my initial complaint. I hope the company fails.

    Tragene 1/26/12 4:49PM
  • I have been a customer of T-mobile for the past 4 years. Had 5 lines on my account. Recently I had purchased Samsung Galaxy s 4g, turned out defective, I called T mobile and the said they would send me a replacement (refurbished, by the way) it also turned out to be deffective, had to send it back, and was still with my original broken phone. Then they sent me another replacment which also turned out deffective, the LCD display was broken, the screen was all black. I had it, I called and spoke to supervisor, and her response was, "in this case we will send you a different android but it will be to our choosing" they wanted to send me a sidekick. I said to them I paid for a Galaxy and thats what I want. They could not help me, their customer service has really gone down hill. I cancled my contract the next day, and went with Sprint Iphone. I am reporting them to consumer affairs and The better business bureau

    naosla 1/26/12 11:32AM
  • I purchased a HTC smartphone for $599, paid $199 plus tax $46.33, with remainder of $400. I signed a contract for 20 payment with $20/per month. This is your promotion and a black and white contract. However, your company sent me a bill for $400. I called your customer services, she said she couldn't set up this payment plan, instead transferred me to another person, Debra, who said she could set up for 4 payments plan. She would have to transfer me to another person but will not be able to set up 20 payments plan. It took me 45 minutes still not resolved. T-mobil has seriously breached agreement that you have this promotion and I have signed this contract with your company, but you can't do what your contract agreed upon. Please call me 651-253-8554 if you have any questions. Thanks.

    Amy Shih

    C S Global 1/26/12 10:51AM
  • 11 year customer with TMobile on family plan. One of my children got married and cancelled his phone 11 months early, we were charged 200 dollars. I am so tired of the spiel that we broke the contract - well life happens and there are still 4 persons on the plan. Loyalty means nothing to TMOBILE, how sad. When my contract is up I will take my loyal self elsewhere - there must be a company that would like my business.
    TMobile - you are so disappointing to me.

    hrcancat 1/26/12 7:09AM
  • I have been a loyal TMobile customer for 3 years and did not expect to experience such horrible & stressful customer service. Previously, I was in a family plan with 2 other users and 2 weeks ago I decided to upgrade to the new Samsung Galaxy S2. Before I could even make such upgrade, TMobile had to run a credit check on me and they did. Since I don't use any type of credit cards, clearly there were no good/bad reports and so I agreed to pay a deposit of $100. I told them countless times that I am a current user & so of course I have a current mobile number. I then told them clearly to terminate my current line from the family plan so I can begin my own 2 year contract, solely under my name.

    But that was not what they did. They delivered my new Samsung Galaxy S2 with a new sim card mobile number, which I did not request for. I had to contact the customer service & explain everything all over again & had to trouble the family plan primary account holder to verify "first name", "last name" and "social security" so I can proceed with the issue. However, the matter just became more complicated when the representative failed to understand our simple issue and lacked the absolute basic knowledge of just transferring numbers to old and new plan. What next best thing they could do? TRANSFER me to the next representative, and then to the next again. I was transferred to a total of 5 clueless representatives that in the end still failed to provide me with a solution and wasted 1 hour of my time fixing nothing over the phone with them. Why do they even need so many representatives when not even 1 has a good knowledge of TMobile.

    TMobile customer service representatives need to stop transferring 1 customer to 5 different representatives, stop charging unnecessary deposits, new line responsibility fee, etc. without first comprehending the customer's issue. The overall experience was stressful and time wasting.

    Anonymous 1/25/12 2:10PM
  • T-Mobile didn't offer the best deal for an upgrade to an i-phone - or at least if they did, the assistants at Carphone Warehouse didn't understand the offer.So the Carphone Warehouse and assistant and I tried to get the contract cancelled and had to phone T-Mobile three times. All three times we were on hold for roughly 20 minutes and the first two times THE T-MOBILE OPERATOR ACTUALLY SLAMMED THE PHONE DOWN ON US. The third time (what a waste of an afternoon) I got the contract cancelled but the T-Mobile guy told me they had hung up on previous occasions because the Carphone Warehouse guy had requested the PAC number (he never atually got that far!)which can only be given to the customer. It was batant rubbish and I think T-Mobile must be in real financial trouble if they are trying these tactics to prevent customers from cancelling their contracts.

    Judi 1/24/12 2:03PM
  • I have been with tmobile a while now and for the last year or so I have to make most calls twice due to the fact that one cant hear the other, hang up and try again, then we both can hear, really weird cause you dont see that commercial anymore with the guy saying "can you hear me now?" after plenty of upgrades, new phones and plans etc, they tell me the towers are third party and cannot do anything. I own a business and would be out of it quickly if i did the same service, no refunds, have to acually write a letter to main office. has anyone read the terms of service? i have and basically they get their money regardless of service. waiting now for main office response.

    lenny b 1/24/12 11:31AM
  • Where do I start?
    -Anti-customer Service---Customers sent to Dante's inferno of an interactive phone system and never gets problem resolved.

    -Unsolicited advertisements on voicemail and text messaging, which cutomer must pay for. Followup with most recent one from Mexico, I learned that the advertiser purchased list from T-mobile. In other words, t-mobile is selling its customers information. We are paying them to sell us.

    -Calls for non-working cell phone---because I have a pre-paid phone or t-mobile already had my money where I had paid for a signal not yet received (violation of fcc regulations), I was treated as a 2nd class citizen. Only contract customers who may or may not pay after billed are given customer service and treated with respect, t-mobile refused to give me credit for month or more of poor service and reception even though it was their cell towers that were damaged. It took over 20 calls and 4 trips to the store front to get to the root of the problem.

    -Calls to corporate office (no employee of t-mobile seems to know who their boss is)resulted in finally getting a rude operator who hung up on me when I asked for name and extension of person in charge of public relations or customer relations. Finally after arguing with her and her trying to transfer me to interactive phone system hell tmobile calls customer service, I said, Please transfer me now." She yelled, "Dont tell me what to do." and hung up on me. She refused to give me her name.

    I called back and got Nick. He transferred me to interactive phone customer service hell again. I called back and no one answered the phone.

    For being in the communications business, perhaps t-mobile might want to consider the fact that good and effective communication wins customers, promotes business and makes a difference on the bottom line.

    I am changing phone companies ASAP. So far, research has indicated that probably Smart Talk or Virgin have best customer service and fair pricing. Martha J. Murphy

    marthaj. 1/24/12 9:42AM
  • I got the 39.99 1000/1000 T-mobile plan back in 2007 and kept the service, and the plan (until they "grandfathered" it) AND the same PHONE since then. I was on month-to-month (not the 2-year contract) for at least 4 years. I had always wanted to change to one of the unlimited no-contract offerings by other carriers, but kept putting it off. I finally decided on a no-contract T-mobile - still using the same phone from 2007. T-mobile made several free offers to lure me back, etc. But after experiencing the extremely poor no-contract version of T-mobile, at one point I told them, in a recorded phone call: "If I had any other phone to call from, T-mobile would never hear from me as long as I live." Eight days later, I got a letter saying I owe them over $200! Now, each and every day I receive phantom phone calls from T-mobile: they just hang up when I say "hello". This, after being on month-to-month for at least 4 years![Perfect payment record.] My conclusion is (1) The phone companies want to FORCE each of us to subscribe to their expensive $100 a month androidy plans, with the expensive phones, whether we need or want this level of service or not. And (2) T-mobile apparently feels they are holding all the cards in extorting you, because if you don't "pay them off" they can and will mess up your pristine credit.

    VJD 1/23/12 4:41PM
  • T-Mobile is supposed to be a customer service based company. You would think they would be somewhat good at it. The T-Mobile store in the park mall in Tucson Arizona. The store is in between Dillard's and Sears. They couldn't have a more disrespectful group of employees that does nothing to help you except tell you to call T-mobile. Thanks! I will do everything I can to make sure everyone I know has nothing to do with T-mobile and any of their stores. They are terrible, they service is terrible, and so are their employees.

    Anonymous 1/22/12 5:58PM
  • After being a customer for 10 this company has gone to the toilet. spent over 10,000 and customer service sucks. You get someone you can understand or that might understand your problem maybe 1 out of 4 calls.The 5GB you purchase for 50.00 a month might last me about 10 days at best this now the 2nd month in a row. So my internet sucks for 20 out 31 days a month.make sure you go with a company that gives you unlimited and doesn't slow you down with bandwidth. I could barely bring up this page to complain. I have 5 phones and do other business with t-mobile. Not anymore. i just signed with another company and see you later T-mobile. You don't want us anymore and I sure don't want you!

    Anonymous 1/22/12 2:17AM
  • My Mother passed away the beginning of November and I have been dealing with T-Mobile ever since to get her account closed. Sure they were quick to cut her cell phone off but the billing keeps on coming. I think they are absolutely horrible to keep charging a person that is no longer with us, not to mention the stress this has put on my family!

    Anonymous 1/21/12 1:09PM
  • I have been transferred to different stations for 1 hour and 21 minutes to dispute over $4.91. I have been transferred from customer care to several departments. I am a loyal customer since 2006. I wanted to change to ATT for the new iphone, but I still stayed.I am very disappointed in the way I was treated.

    a.elliott 1/20/12 8:41PM
  • t mobile is the absolute worse customer service i have ever dealt with they are liars and crooks. After being with AT&T for over 6 years loyally me and my boyfriend decided we were going to switch because we liked the new Samsung Galaxy 2s one night they had a two hour sale on these $280.00 phones for $80.00 we quickly called in the rep put my order through fine and when the package was due to arrive I called to track my package and was informed that my package had been intercepted because it was "flagged" something to do with fraud the assured me that if i went into the store they would fix the problem. at the store the associate told me he had never heard of a customer being flagged and after talking to two managers at the stores their only solution was to set up a new account and then sell me the phones for $280.00 the regular price no one wanted to price match the phones for the $80.00 price i originally purchased them for and they told me it would take 30 days to give me my money back so now nobody wants to tell me why me account got flagged or give me the phones for the discounted price i payed for them i think there racist pricks that flagged me because of my age or race because i have perfect credit and there has never been fraud on my account im not done dealing with them i went to the bbb and will fight till i get this fixed i recommend that no one open an account with these theives

    Anonymous 1/19/12 12:44PM
  • Ladies and Gentlemen.
    I am your frustrated user.
    I wanted to try T-mobile pre-paid services and I bought the SIM card 347 609 2382 on July 18th 2011.
    The seller promised:- "To July 17, 2012/ it is the expiration day / there will be no failures, And your card will have the value until the balance remaining on it"

    A few days ago I tried to use the card, but it did not work.
    On January 15th, 2012 I called the number 1-877-778 - 2106 (T-Mobile Customer Service) and I have spoke with several representatives about my problem.
    All representatives ##: (17754643,1450582,81170) told me that I still have money on my card ($ 93+) and to save that amount I need to buy a new card and transfer the money from the old card to the new one.
    I did everything I was told .....

    What was my surprise when the next day, my old card PIN number has been changed by someone and I did not have access to my account and my money as well. When I told your worker WE ALL have to find a possible way to handle this problem, they told me I am wrong and I cannot get my money back for different reasons.
    "Without the correct code, we cannot help you!" -Replied the staff.
    Repeated attempts to contact the Management I received a refusal. Several staff interrupted our phone conversation (hang up on me!). Many of the staff did not provide me their ID numbers. They told me they are not allowed to give up any information.
    Please help me with my problem! I just need my money back! I believe any machine(computer) is under Human manual control... I have all receipts and can send you any missing information or any evidence of my purchase. My money just got lost between those accounts. And I do not understand how could ONE to sell my not expired sim card with a remaining balance on it. That card belongs to a new customer now. SUCH A MESS!
    I truly believe that New York deserves better service! And I am asking for a detailed investigation.
    Thank you in advance
    Anatoliy Suprun.

    SunriseNYC 1/18/12 5:42PM
  • Was with T-Mobile for years. Decided to switch based on two factors, my daughter didn't have coverage at her college and we wanted iPhones. Upon leaving, as a thank you, T-Mobile charged me a full month of service for cancelling 1 day into the new billing cycle.

    Anonymous 1/18/12 10:28AM
  • Horrible company!

    Customer Service does not want to talk to me. Not even want to hear my question.

    Anonymous 1/17/12 12:01PM
  • On 01/16/12, the T-Mobile website offered a ‘Sparq’ phone for $20.00 (with free S&H, then would not allow me to purchase one. I tried multiple times (using 2 different cards) to purchase the phone at the price advertised, but checkout kept telling me that there was a problem with BOTH of my credit cards. Today the phone is significantly more expensive. Since this problem was on thier end, T-Mobile should have honored my request to purchase the Sparq for the $20.00 as was nationally advertised. I consider this to be false advertising as there was no mention of limited quantity or an error in pricing.

    RICK 1/17/12 10:26AM
  • from my experiences.. T-mobile is the WORST company i have EVER been with. starting off with when my grandma added me & my dad to the plan, i got my new phone in the mail & we tried turning it on and everything but it didn't work.. they messed up on the order & sent me a defected phone that no longer worked. not a big deal at first right? yeah.. that's what i thought. After that they sent me another "new" phone; but then after 2 months of having it, it started acting really weird, turning off by itself, exc. When we finally got the time to call T-mobile we asked them " why is our phone acting like this?! " they told us... " this phone is refurbished, this isn't actually a new phone. " by then we relized that even though we ordered a BRAND NEW phone.. that obviously not what we got. they claim that 'we ordered a refurbished used phone' when obviously we didn't.
    Thankfully, that was the end of that phone; so i got a new phone! this phone froze, skipped, rebooted itself all the time, shut off, never had enough memory for anything, & would never have any signal in weird place's (not the phone's fault....). Eventually i got so sick of that phone, I begged my dad for a "new" phone fro pawn america. it's a nice Gravity Smart phone! as i was playing with the settings.. i set a password, ofcource playing with the other things on the phone .... i forgot the password & couldn't get back on the phone! i searched & searched for a customer service number on the T-mobile website and couldn't find anything. But then i FINALLY found one.. so i called it & i asked " is the customer service place open?" they told me yes & connected me to it.. well it wasn't open & they hung up on me. i found that weird that they would say its open when obviously .. it's not ! as i kept trying to get ahold of a service center i got VERYY fustrated & fed up with the t-mobile center crap. i eventually told them to get their crap together & get things right after many attemps of trying to fix my *locked* phone.

    this might not sound like a bad experience but i was VERY fustrated & mad at t-mobile. i think they should get their stuff together & get it right.
    overall expeirence: bad, lack of respect, rude.

    Anonymous 1/16/12 3:36AM
  • I have been with T-mobile for ten years. Up until talks of merging with AT&T, customer service was excellent and was the reason I had stayed with them for so long. As of the past year or so, I have seen a decline in the quality of sales support and technical support. I do hope this issue is resolved now that the plans with AT&T has fallen through. Had they plans gone through, I would have dropped T-mobile instantly as I have seen their underhanded and illegal tactics. I would like to thank T-mobile for staying away from AT&T, though I won't believe their affiliation is over until customer service reaches its former quality.

    Christina 1/16/12 2:33AM
  • asking for a review of my contract and its valididty. regarding a contract that was created on 8/4/11 I first started having issues with my phone in april of 2011. Let me advise I have been a loyal customer of t-mobile since aprox june of 2000. I have never had any issues with my tmobile account that I could not resolve.. Any way back to subject at hand.. I had been experiencing problems with tmobile service in april and called and advised of the situation i was having as far as no service and dropped calls.. I was advised at that point that A trouble ticket had been filed and I would recieve a text and or call when the problem had been resolved and an appropriate credit would be applied to my account when the problem had been resolved. As of august 4 I called and asked for final amout due so I could cancel my contract and obtain a service provider that could provide me the services I was paying for but not recieving from t-mobile.. I was then connected to a t-mobile representative by the name of shaunna and was advised that i was a costomer for so long that she wanted to make it right.. I told her my service was not what i was getting in the past and she advised me that it was my phone was the reason i wasnt getting all I was paying for.. She then proceeded to tell me that she wanted to see what she could do to help me out.. (mind you I had been out of contract for over 2 years) She then came back on the line and told me she could offer me the new t-mobile sensation cell phones if i paid so much up front and all our lines would be on the new 4 g network and we would be satisfied.. I was advised that they would charge my credit card 200 something and I should recieve the phones in around 3-7 business days. while I was on the phone she pinged my card for the 200.00 and then was advised that it did not go through due to an error on her part. I was confused and contacted my credit card company and was advised that it had been processed but had not yet been picked up on t-mobile end.. I contacted shaunna and while i was on the phone with her and credit card company my credit card could not release my funds manually it would have to be released on tmobiles end. shaunna then advised that she had no way to release the money back because of an error on her part the order didnt go through.. She advised she would try and correct the issue and contact me at a later date.. I recieved one sensation and I contacted t-mobile and asked why I had only recieved 1 phone and I was advised that only one phone order was placed and not the 4 I was furious.. I was promised something and never recieved my order so I returned the phone via ups and provided a return shipping tracking number.. Everything was still in limbo at that point.., several months later i recieved a charge for a phone i had already returned ( was supposed to be free) other than what i already paid..anyway finally billing was corrected to reflect they recieved the phone and billing was correct.. anyway I am at the same issue no email or web connectivity and numerous trouble tickets later I have been told its because my iphones are not supported devices.. when i asked them to shut my service off they stated i would be charged 200 cancelation fee if i canceled.... UNFAIR practices I say Contract should of been null and void when phones that were promised were not recieved as promised.. I at that point asked what about discount on new phones and was then advised that I could purchase them at full price.. That is foul... on tmobiles end.. I am stuck in contract with services I cannot use till 2013? because t-mobile didnt give me the phones that would work on there network? Funny thing is once I leave in a roaming on another network my iphones work perfectly only on t-mobile network they drop all calls and no data on them at all... I was laying on the couch watching game and recieved a message on my phone I have exceeded data package and now network will slow down speeds? I cant understand that my phone has not been able to recieve data since april of 2011 when first trouble ticket was filed... SOMEONE PLEASE HELP....

    forgettmobileiwantout 1/15/12 7:20PM
  • I stood in line at the store in cypress tx for 1hr 45 min while 5cust behind me walked over a waramty issue with my phone only to have the salesperson go on break while were waiting for my wife to call cust svc athorize me to acsrss the accpunt about 10min lown my company I cpuld nrver treat a cust this way but it was sat morning l am prety sure the lady that finaly eaited on me eas a mngr she only came out when another cust complained mabe she thought it was me ha wehave had good svc with tmobile but I am not going back in that store heads up thanks much

    Anonymous 1/14/12 8:47PM
  • From the first day I started my T-Mobile hotspot service, I had problems. I would only have service for about 5 minutes at a time, then I would have to reboot my device to receive service again. I called T-Mobile multiple times and each time I spoke to someone, they said they would have a tech call me within 72 hours. Guess how many times they called me back....once, and that was to tell me nothing was wrong.

    Every time I would call them back, they would say that they can find the issue and they would rush my ticket through so I would have the service I needed. After several months of this, they told me there was nothing they could do to help me, even though I live in a metro area and should have service. I then asked them to cancel my service and they slapped me with a $200 cancellation fee.

    T-Mobile, how can you possibly lead me on like you did and then wait until it was long past the contract's grace period to tell me you can do nothing and either pay me $200 once, or keep paying $50 a month for basically nothing? How is this fair?

    If you make the same foolish mistake that I did and sign up with T-Mobile, cancel your service at the first sign of an issue! They will keep dragging you along until you have to pay the $200 cancellation fee. Smells like a scam to me! All I can say to T-Mobile is....karma. When you have to close your doors due to unethical business practices, I will just sit back and smile and say "I told you so"!

    Myaddress99 1/14/12 6:53PM
  • We have 5 lines with T-mobile for the past 5 years. A few years ago, we had reception trouble, they finally sent a booster, which helped. A little over two years ago, we upgraded 3 of the lines - 2 of those phones have had issues from day one. Now the 3rd phone has issues, blank screen so I couldn't do anything - got a replacement via a store location. The employee suggested that I change my rate plan - I had made it clear I did not want to upgrade my phone, because I did not want another contract with them. He understood, he said. He did research and give me the info on the new rate plan - NEVER said that changing the rate plan would put us in another two year contract. Found that out when my husband had to pull his battery out several times a day and reboot in order to get his phone to work, they sent two 'refurbished' phones, none work, finally sent him a completely new phone that is a piece of cheap junk. AND now we discover that we are locked into another two year contract, when I changed the rate plan. Total disconnect between the 'over the phone' so called customer service and the actually stores. When we have $1000 I will pay it and go to another company and never sign another contract with a phone company. NO Integrity!!! Sad!

    The Fast 1/14/12 7:02AM
  • I was overcharged $158 for alleged overages which were incorrect (I count my minutes many times daily) and they refused to erase their mistake. They took $65 off the bill but they still owe me the difference. On for 77 minutes with customer service only to tell me 5 times that they were valid charges (liars!!!). Judging by all these problems, would there be a lawyer/customer out there willing to pursue a class action suit to resolve all this injustice?????
    richcarolgolden@gmail.com if you can help me/us abused customers.

    richcarolgolden@gmail.com 1/13/12 7:12PM
  • I am past agro with these people....What happened to being able to speak to someone who understands english? I have been trying for 2 years to get them to resolve drop calls that are consistently in the same areas (which by there map of coverage shows a clear and strong signal). Numerous rep's promise to relove and all have failed. My data plan was interupted for close to a week...they promised to credit my account. Now conveniently there is no notes on my account and they refuse to resolve. I have asked repeatedly to speak to a representative in the USA and they politely tell me I am basically s.o.l.. NUMBER ONE IN CUSTOMER SERVICE????? Thats a crock....

    JET 1/13/12 3:40PM
  • have been with tmobile for 12 yrs-last 6 mos it has been horrible-canceled my daughters line and had to pay 250 cancelation fee-then all of a sudden the taxes on the bill went from 4 dollars a month to 11 dollars a month-(I think they should have gone down). Have spoke with 7 agents and all say the same thing-they have no control over the taxes. This is about 18 percent of my 60 dollar bill. Never before has it been this much. I tell them I will go to another company and they say "thats your choice Mam". I have been disconnected each time I have asked to speak to a manager and most of the reps speak broken english cannot understand them. Shame on Tmobile!!!!!

    Joanne 1/12/12 1:24PM
  • terrible, they can mess up the most simple request. I call to cancel 1 of 2 number I have and make one as prepaid, and what they do. cancel my phone but continue charging me for service and this is just begin of problem i had with them in past 3 months and 9 years being with them. Also continue-sly they try steeling money from me adding services which I did not request make me call them and cancel every month and wight with them through BBB to get my money back. They are useless and horrible as customer service. If you have to call customer service you are asking for trouble bigger than you already have. You call report one issue, you end up having 2 more problems after that.

    rafez 1/12/12 8:12AM
  • T-Mobile is one of the "WORST" customer service experience I had to endure. Knowing how this company has business baffles me. I recently order new service with T-Mobile, didn't care for the products, therefore I returned UPS ground. Now, that I am persuing a refund they have a million things to go around the proposed process. T-Mobile lacks quality in the employees and busines they have. I'm not sure why should a customer should recieve nothing other than the best, but call T-Mobile they will give you the best example of POOR services!

    PISSED 1/11/12 11:30AM
  • Absolutely nothing gets resolved by T-Mobil.

    I have not been able to get service at my home since purchasing service almost 1 year ago.

    They continue to promise but never resolve the issue. CNTW

    mse 1/11/12 9:49AM
  • be careful from T-mobile they run scum to over charge customer.
    I'm with T-mobile more the 10 years .paid insurance .Five month ago my phone didn't work .They exchange the phone and I mail the phone by UPS with return box they gave me .
    Four month later they charge me $ 353.00 .
    I ask where this charge come from? the answer we didn't received the phone .well I mail the phone the next day and I have confirmation from UPS .They told me we going to look where is you phone when the found the phone they T-mobile still charge me $ 353.00 now they claim restocking charge . and if I don't pay my bill the blackmail me to disconnect all the family ,we are four under the contract . This is scum !!!! by T-Mobile to keep the phone,to over charge for the phone, even I have insurance . Stay way from this company .They don't respect they own contract and insurances the customer .

    Gsarry 1/10/12 8:30PM
  • amazingly, i tricked the machine asking to talk to "sales" for a new service. When i got someone on the phone, the call quality was poor and the lady sounded like an outsourced employee from overseas. i was promised that my touch 4G has hotspot calling for free. the lady stated that i have to activate it and didn't want to tell me if that means more money. i told her that i have no trust in her and hang up. i will go to a store by me and tell them what happened to me. anyhow, i guess i will cancel tmobile and go with a prepaid service on other company. i am tired to pay non service overseas.

    Anonymous 1/10/12 4:12PM
  • I was with Tmobile for over 10 yrs and was actually happy with the Cust. Svc until lately (about 1 yr ago). Endless automated messages, waiting on hold and then line would just disconnect, never make otes on your account about what they told you - and ALL of them would give you totally different contradicting info! terribly rude, incompetent, unprofessional...

    Mimi 1/10/12 3:35PM
  • Since roughly Dec 10, 2011 i have had no UMA access on my e73 nokia. Since that time i've dealt with a number of tmobile support people. Many have been very friendly, and do their best to help. End result is it still doesn't work. I think my problems started with a tmobile outage, now i'm unsure what the reason is, other than getting a W006.1 error consistently when I try to connect over UMA. I would think they had someone who understood this error and the potential reasons for it. I can connect to the internet with no problem. And call when I'm in range of a tmobile signal.

    Anonymous 1/10/12 1:23PM
  • I made a payment and I received a confirmation number. When I was balancing my check book, I noticed T-Mobile took out 2 payments. When I call all they have to say is that they do not guarantee my money back. I do not recommend T-Mobile.

    Anonymous 1/10/12 8:30AM
  • i had a prepaid account through t-mobile i deciced that i wanted a new phone so i walked into a t-mobile store and purchased a lg phone. i requested to have the same number from my prepaid account. the next morning i have no service with either phone and all customer service can tell me is i have lost the 50.00 i paid through the end of the month with my pre-paid service and that i could be with out service up to 24 hrs.if the service center had done its job correctley by informing me that because of what i was requesting would leave me without service i would not be sitting here pissed off, with out a working phone and 50.00 shorter. i can not belive t-mobile dont have a solution to this problem. this is the worst customer service i have ever experienced. i wonder i wonder if AT&T knows how t-mobile is handling their business being that AT&T bought t-mobile. or do t-mobile need to re-train managment in customer service.dont worry i will spread this good news to everybody i know thank for for your negative experience T-MOBILE

    jojo 1/9/12 1:05PM
  • I've been with t-mobile since 2003. And I will admit, I USED to recommend them to all my friends and family. Not sure what has happened with them over the last 6-12 months but I now tell people to look elsewhere. I will also be going to another provider when my contract is up.
    Some of the reasons why:
    I called to cancel one of my lines, apparently I was 2 days early and the rep attempted to charge me $50. I ended up having to call back in less than 24 hours but did manage to get it cancelled after a long conversation of them trying to get me to keep the line, which hadn't been used in a year.
    When you call, you have to asked to be transferred to a customer service rep that is in the united states if you want to have a conversation with someone who has a clue about what you are talking about and that you can understand. Even then, the customer service reps only give you the "outlined" responses they have been allowed so you never really can get anything accomplished with them.
    My daughters phone had to be replaced 3 times in the last 9 months. The last time they replaced it, they told her they no longer carry the phone because it had so many “known issues”. Yet, they wouldn’t offer her a deal to replace the phone to something that actually works properly.
    And today, my current phone, which I’ve had for less than 2 months, is still under warranty, and I insured would not boot up. I was online with customer service about 45 minutes via chat, as that is the quickest way to reach them, before he decided we needed to replace it, at no charge....except for the "processing fee". Only $5 because I have insurance, $20 if you don't. Personally, if you are going to sell a crappy phone that you end up having to replace, you shouldn't be charging your customers anything!!

    Jamiers70 1/9/12 12:48PM
  • I've been with t-mobile since 2003. And I will admit, I USED to recommend them to all my friends and family. Not sure what has happened with them over the last 6-12 months but I now tell people to look elsewhere. I will also be going to another provider when my contract is up.
    I called to cancel one of my lines, apparently I was 2 days early and the rep attempted to charge me $50. I ended up having to call back in less than 24 hours but did manage to get it cancelled after a long conversation of them trying to get me to keep the line, which hadn't been used in a year.
    When you call, you have to asked to be transferred to a customer service rep that is in the united states if you want to have a conversation with someone who has a clue about what you are talking about and that you can understand. Even then, the customer service reps only give you the "outlined" responses they have been allowed so you never really can get anything accomplished with them.
    My daughters phone had to be replaced 3 times in the last 9 months. The last time they replaced it, they told her they no longer carry the phone because it had so many issues. Yet, they wouldn’t offer her a deal to replace the phone to something that actually works properly.
    And today, my current phone, which I’ve had for less than 2 months, is still under warranty, and I insured would not boot up. I Was online with customer service about 45 minutes via chat, as that is the quickest way to reach them, before he decided we needed to replace it, at no charge....except for the "processing fee". Only $5 because I have insurance, $20 if you don't. Personally, if you are going to sell a crappy phone that you end up having to replace, you shouldn't be charging your customers anything!!

    Jamiers70 1/9/12 12:17PM
  • T-Mobile Customer service use to be the Best, but in the last few years they have sunk to the bottom of the pile. They are really TERRIBLE.

    DISGRUNTLED 1/9/12 10:40AM
  • Insistence between advisers, lack of knowledge on product specifically on upgrade.

    When confronted the advisers would tell you anything to get out and that don't work, last option drop the call

    Raz 1/9/12 10:29AM
  • I can't believe how badly t-mobile's customer service has gone down hill! I have been with them for 9 years, and in the past 6 months have seen such a turn for the worst!! I used to be able to call for any reason and be talking to a customer service rep within 5 minutes, the past 4 or 5 times that I've called I get a recorded message stating "you may experience extremely high wait time" doesn't seem to matter when I call, first thing in the morning, or middle of the night! Their automated system also sucks! If it doesn't understand you intstead of forwarding you to a live service rep it just disconnects you! After all of this...When you finally do manage to find the time to wait through their "extremely high wait times" and manage to get a "live" customer service rep, they ALL seem to speak with an extremely thick accent, possibly from India?? I asked them if T-mobile moved their customer service out of the country, they said "No mam, my name is Jonathan and I am located in Florida" B.S.!!!!!!! Ever see the movie Slumdog millionaire????

    Bford1022 1/9/12 6:50AM
  • I have spent over an hour trying to log into support for my new "smart phone". Tmobile
    is not as smart as their phones. When the started asking "what do I do best- and other personal questions" I realized that this
    was garbage( a nice word for crap).
    I then proceded to call on a phone line to
    T Mobile for support. While I am viewing
    my password on my cell phone- The agent answering my call is telling me that is NOT
    my password.
    Bottom line- and I hope someone reads this and gets back to me- I am 65, still working,
    and trying to get up to speed with the new
    technology. I just ordered a TMobile LG my touch. I have never text message, looked on
    the internet on a phone, or had a camera on
    my phone. IF T Mobile wants to be user friendly, they need to provide better materials for new users. Remember- the BABY
    Boomers are the largest generation in US history.
    We are all turning 65+-, I would suggest you
    become more user friendly. I have been with
    TMobile for at least 10 years and have never
    been unhappy with your service- but right now
    I am so Mad that I can not find an easy tutorial on a new phone- I would never recomend T Mobile to any one. Note- my family
    has 8 phones on T Mobile because of my usage.
    Karen Hayes- 630 518-8258.

    password- Hawthorn 1/7/12 12:40PM
  • Have had t-mobile for over 9 years and lived in the same house for 10 years with good service and suddenly NO service in house, searching, or emergency calls only. Have to go 1/2 mile away to get service. On phone for last month trying to resolve. According to service, should be okay.. try calling from my house. Husband ill and I work. Needs phone Tried to cancel at site given and does not work. Have been assured will call back with report and still waiting. Will cancel ASAP. PS
    my Sprint phone works in my house

    Anonymous 1/6/12 7:58PM
  • Other than collecting your payment or money, they do no care about anything. If it is not for paying your bill, All other services you ask for, Tmobile will say they don't provide.

    LEE 1/6/12 1:14PM
  • The very worst in customer service and only mediocre coverage. Spent over an hour setting up a plan change only to get my bill and find they had it all wrong. After 3 calls, I still haven't been able to correct it.

    kathie4 1/6/12 8:07AM
  • 2/12 months &we are still waiting for our replacement phone which was in warranty.Filed complaint w/ consumer fraud. were supposed to get phone last week. Lupe chase never returns phone calls. Tried 2 times in last 2 days! they don't care about their customers. what they have done is actual theft, since i don't have my phone yet! service, if that's what you would call it, stinks!!!

    Anonymous 1/5/12 12:51PM
  • This company does not give discounts for single accounts; after I broke off from my relatives account, my bill went from $35 to $95 plus monthly and this alone shows you that this company does not cater to taking care of folks. Additionally several Warriors that are with me in the military have stopped using this company because they were not given a military discount. When asked if T-mobile would rectify this, the only thing that customer service said is that they are not sure and would have to check into this......NO GO! Too much hazing going on.....

    Warrior07 1/5/12 11:20AM
  • I hate T-mobile customer service. it is the worst service ever. I am using t-mobile for last five year and I had worst worst experience with it. I am going to switch my service.

    shre 1/4/12 9:37AM

  • Have had family contract with t mobile since it was voicestream. Instead of renewing
    contract the kids went with another co. I decided to go with a T mobile minute phone.
    Kids were able to keep the phone #'s they had. T mobile told me I couldn't even though it was still with their co. Talked to others that have changed co. and they were able to keep their #'s too
    Should have just gone with someone else so I could keep the # I had for so long. Plan to get new phone and change soon, for me it's just the point now.

    Anonymous 1/3/12 6:57PM
  • both my friend and I are t-mobile customers having reached the end of our contracts, and we both decided to end our subscriptions in light of t mobile's poor customer service. Out of curiosity I decided to choose option upgrade when contacting t mobile whilst my friend decided to choose the option to cancel contracts and as would be expected I was talking to a customer representative within 10 minutes (I then asked to be transferred to the cancellations) whilst my friend was still waiting to speak to a customer representative for more than 20 minutes, to then hear a automated message telling him to redial. It's a despicable ploy employed by t-mobile, don't ever take out a contract from t-mobile.

    disgruntledcustomer 1/3/12 10:55AM
  • I have had problem with my phone(screen issues) and after waiting on the phone for (tech support)40 minutes someone asked me, whats the issues and said, OH! sorry wrong department so he transferd me to right department, guess what happend? after another 30 minutes they hung up on me.I have been loyal to them for more than 12 years but at this time i need to change them and my entire family.

    martin 1/1/12 8:47PM
  • I've had the same experiences as many others. I called, was required to "please say" one of a few choices (none of which applied), was on hold for almost an hour, spoke to someone who had such a thick accent that I couldn't understand her, was eventually transferred to someone who spoke comprehensible English -- and was disconnected.

    I tried again, once again went through the maze of "please say," was on hold for *more* than an hour, and gave up. I called another phone company to transfer my service, since T-Mobile isn't interested in accepting my money.

    TracFone couldn't be worse 1/1/12 12:12PM
  • My mother called TMobile this morning because they mailed her a broken phone and she asked to talk to a supervisor and the lady called her crazy. Then my mother hung up and the lady called her back privately on her cell phone and said crazy...

    alexklee 12/31/11 12:21PM
  • I don't recommend dealing with T Mobile. T Mobile customer service system is very non-productive and they don't care about their customers.

    maxkruch 12/30/11 2:03PM
  • T Mobile advertisement which states" Award Winning Customer service" may lure you to have service with them but
    Please refrain from taking any new services from T Mobile as I have been a customer with them and their customer services is the worst on the world that I have experienced in Telecommunication industry.
    Their customer service would promise you to give credit if we get into a new plan and once you get the plan, promises are not kept. I had used over my minutes in Sept 2011 and I call the customer service to check the difference than the normal amount,
    Then the customer service agent in September 2011 promised me that if I get an unlimited plan, I will be given a credit for $143.50.
    But till date( Dec 30th,2011 this credit has not been effected and because of these carried forward amounts I had to pay late fees as well.
    Now today I called customer service(so called Award winning customer service) and was with them for One hour and twenty Minutes and twenty four seconds - 1:20:24 and I talked to the agent as well as the Supervisor and they did not resolve the problem and I have noted down their names and Employee#s and I will be sending an official letter to Higher Authorities to take necessary actions.

    So refrain from getting new service from TMobile , their services cost may be lower but customer services are the worst in the world.

    Unsatisfied TMobile Customer 12/30/11 9:53AM
  • I just got off the phone with the T-mobile representative. I told her nicely that I shouldn't be charged a late fee because I never received my bill in the mail. The customer service lady became impatient and started blaming me for everything.

    HATE T-MOBILE 12/30/11 9:34AM
  • I cancelled my contract with T-Mobile back in 2006, a debt collection agency chased for the termination fee, which I duly paid in 2007 at a reduced rate. As far as I and the agency was concerned, the debt is settled. 2 years later, andother debt collection agency comes on the scene, hired by T-Mobile to recoup the remainder (which was the discount offered) - I provided evidence to the Agency that this has been paid and settled, the agency contacted T-Mobile that the debt was settled. I thought that was the last I have heard of it. 6 months ago, I received another debt collection letter regarding "monies owed" to T Mobile - again, I forwarded the letters confirming the debt was paid, and nothing was owed to T Mobile.

    I decided to change my mobile phone contracts, and was declined because my credit record showed that I had a debt with T Mobile outstanding - ARGH! Even after they agreed that I do not owe them any money, they still have it on my credit record - do not deal with these charlatans!

    NuttyGooner 12/30/11 9:06AM
  • I have been with T-mobile for over 8 years. I have noticed that my bill slowly kept creeping up over the years. I just paid the bill because getting through too the "customer service" dept took too long and 9 out of 10 time I got NOWHERE talking to them. Finally I got my sister ( who worked for Sprint for years) to review my past bills and find out why my bill kept going up. She discovered that T-mobile had been adding all kinds of misc charges to my bill for the past year. (thats as far as she could look up the bills on line) Otherwise known as "cramming and slamming". It is illegal for companies to do this and they can be fined thousands of dollars if they are investigated and it is found that they have infact been doing this to customers. We called T-mobile, and all the rep could credit my acct was for the past 60 days. (that is not true, but that is what the reps are trained to say, since being credited SOMETHING usually makes the customer happy) T-moble is regulated by PUC (public utilites commitee..and filing a complaint and having them investigate is free of charge for the customer). I filed a complaint with PUC, because I feel that T-mobile is being unfare in crediting 60 days of fradulant charges when they have been doing it for a minimum of a year. So review your bills carefully. The phone company will sometimes add small charges, like 1 or 2 dollars, cause small charges go unnoticed by most customers. But all these small charges x thousands of customers add up to alot of money for these phone carriers. If you really feel like you are being scammed in anyway, file a complaint with PUC. Oh, and when I called T-mobile back with the PUC reference #, suddenly I was transfered to a supervisor and now T-mobile is "looking into the charges" and going to see if they can credit my acct for all the extra charges. Funny how situations change and you finally get to the bottom of things when the company that regulates other company get involved.

    Anonymous 12/30/11 8:56AM
  • TMOBILE IS THE WORST RIP OFF COMANY AND HAS THE WORST CUSTOMER SERVICE

    I had a issue with my billing. I was never able to call over seas, however, with VIBER messenger I was and now T_MOBILE charging me over 1100 USD for a bill. I never had a contract so how come I could dial out international phone calls? Nobody wants to help, called in a couple of times got hung up twice. According to the FCC Law, TMOBILE should have called me when my bill was over 100-200 USD. But they didnt, they waited till my bill was over 1100 USD

    CECE 12/30/11 8:45AM
  • I have a pre-paid Mobile Hotspot. I was able to refill it once. Then their system doesn't recognize my phone number, and therefore can't be Refilled again. Customer Service says everything is fine. The Refill Center doesn't know I exist. The worst customer experience I can remember.

    Pitchondesign 12/29/11 4:40PM
  • I am 54 years old and I have done business with hundreds of companies. Of those companies, T-Mobile has the worst customer service of any of them. Absolutely terrible customer service. And they lie, cheat and steal to make a sale. Do not do business with this company or you will regret it. I promise you that.

    rnrone2002 12/29/11 1:21PM
  • T-mobile have to worst customer service I every since. I call cause I was getting ready to go over my mins, to see if I can get bonus mins. They said no u have to change your plan. I state I'm not going to change my plan unless they have something cheap and they don't. You will think if a customer is calling in for bonus mins and you can give her some why you don't offer customer to buy mins extra mins so u want going over. I hate that I have t-mobile right now.

    Bigmama 12/29/11 9:31AM
  • Wow! where do I start. Got two new Droids and did the 30/month prepaid unlimited text/web with 100 talk minutes. Soooo on one of the Droids ran through the talk minutes 5 days before the month ran out and so I added another 30.00 thinking that would fill up the phone for another month. No! for the next 4 days they charged 10 cents a minute and it widdled the 30.00 down to 26.00. THEN when the month was due they shut off the phone. SOOO here is the kicker, called customer support and they said to add 10.00 and that would put the balance over 30.00 so the month would start again. I am 3 days out now with NO SERVICE. I have been on hold for over 2 hours talking to over 6 reps that cannot find a record of my payment. I made the payment with debit over the phone from 611 and they keep saying that it is not T-Mobile. It is on my bank statment that the charge went through 2 days ago to T-Mobile IVR. They are still denying this. I even have a confirmation number. This is the most frustrating experience I have ever had with any customer service. Hate the Droids now!

    pleasecreditmyaccount 12/28/11 8:38PM
  • I do not have any T-Mobile service, yet my bank account is getting drafted for one "AGBARA COMFORT" for T-MOBILE IVR/PCS service. When I contact Customer Service they say their is no "AGBARA COMFORT" customer in the T-MOBILE customer records database. I google the name and get 5 million hits for it. Looks associated with a Nigerian.

    noncustomer 12/28/11 5:35PM
  • They outsource to assumebly the dumbest parts in India. They cannot speak clear English. They have never resolved any of my problems! Service sucks, phones suck and are over priced,customer of 12 yrs, no repsect, or problem resolution. I dropped them after my contract ended. They are now trying to get me to pay a bill I do not owe! Never again will I use Tmobile!

    Anonymous 12/28/11 2:51PM
  • My 14 and 16 yr old MINOR sons were given access to internet services without my knowledge or permission. When I was billed for it, I requested that they stop the service immediately. They stopped it only on my older son's phone, and CONTINUED it with my youngest son's phone. When I called them I was irate at their negligence and failure to respond to my request and FURIOUS at their condescending and patronizing customer "service"- I was told by a representative: "Just saying parent to parent: How can you hold a company responsible for your child not listening to you to stay off the web?" I wonder.....if I can't hold a company responsible for stopping a service upon request....can we expect that of a juvenile?? Can't wait to get out of this disrespectful, condescending company-- and wonder if initiating a contractual agreement with minors is even legal?? Off to Verizon!

    Anonymous 12/27/11 12:31PM
  • I'm so sick of calling India talking to someone who has no clue what is going on. Called for a SIMPLE question. I lost the return tag to return my DEFECTIVE phone so I need the address where to send it. They didn't undertstand what I meant of course. Finally I spoke with someone who said they knew what I was talking about. They said they would get me a new label by shipping it out. Never recieved it but I did receive a confiramtion email about a package (new phone) that was delivered a month prior. Um, thanks but i alrady got the phone so I know i recieved it. Everytime I call there seems to be an even bigger idiot that answers. I guess that's what you get when you outsource customer service for a buck an hour. Can't wait til my contact is done, I'll pay more for American customer service with another carrier.

    Pauly B 12/27/11 11:33AM
  • I have the Sidekick phone. I've only had it for two weeks (unfortunately, over the Christmas holidays) and it hasn't worked well since I received it. Christmas has been crazy for me, parents, work, friends, so I resolved to contact them after it was all over. Well, I found out that insurance means nothing! Because I didn't respond within the first 7 days, I have to pay $130 to get another phone to replace their defective phone. What a crock! When my contract is up, I'm gone T-Mobile. You've given me no reason over our contracted period to stay. In a nutshell, YOU SUCK!

    Meghan 12/27/11 10:50AM
  • The only thing worse than the service I get from my new Samsung Exhibit is the service I have gotten from T-Mobile. Calling in initiates a long string of frustration and aggrivation. Chatting is a bigger waste of time still. Yesterday, the chat person asked me what I wanted them to troubleshoot when I told them that I had no service over the weekend. Do I pay all this money to dial a number and have my phone display a "Device Not Registered" error message. Luckily I had no emergencies during the period but T-Mobile has provided limited service and no support, period.

    Anonymous 12/27/11 8:09AM
  • THE WORST CUSTOMER SERVICE EXPERIENCE!

    So I upgraded my phone and changed my rate plan in the store, and they called customer service to make the changes. They told me I would have to pay a one time migration fee of $200 to make the change. When I got my bill they charged me for each line on the account! I would never have agreed to change my rate plan if I knew I had to pay for each line on the account. I called customer service and the Tmobile store several times to get this resolved, and then I thought I finally did when they said they would credit me on my next bill.

    Well low and behold on my next bill I did not receive the credit whatsoever! Talked to customer service again and they said they didn't see any notes about a credit adjustment. I asked to speak to a manager and all they kept saying was sorry I can't give you the credit. Are you kidding me? This whole experience has been frustrating beyond words and their customer service is ludacris!

    At this point I am ready to cancel my services and pay the early termination fees because this is ridiculous. They're such a scam!

    anonymous 12/26/11 6:02AM
  • holy crap!!!!! these people are seriously dense. i made a new family plan for me and my girlfriend. my number came from my old sprint account and my girlfriend's was from her old t-mobile account. i have spent over 5 hours on the phone at this point and still haven't gotten both numbers transferred. my girlfriend spent 2 hours yesterday.

    They just told me that it will be another 24 hours and her number will transfer...
    I tend not to believe them, but I advise anyone who's thinking of using t-mobile to think twice or three times.

    Over 7.5 hours spent on the phone to transfer 2 phone numbers, RIDICULOUS!!!~!!!

    me & stevie 12/24/11 5:57PM
  • why would charge my mothers credit card for 2 transactions when i thought and i know that i correctly said 1 phone . which was the mytouch 4g which was free, but i was supposed to get it free and with no charge since my phone is under warrenty and it began freezing up and dropping my calls when they came in and when they came out. its is a htc hd2. but im very upset and what you did was very slimy. i really am thinking of actually calling up the services that deals with all companies and fileing a complaint for money take over. you left my mother with 450.00 overdrawn out of her account. and right when christmas was about to come. thanks alot.also i have a college fund that she has to pay for me, and you probally have riuned that. who ever did this will pay. i want my free phone and thats all i wanted, but it seems that you just potray false info to your customers.

    Anonymous 12/24/11 12:18PM
  • I am at an utter and complete loss in dealing with T-Mobile. Back in 2002 when my mother signed up, I used a large cell phone at college and have considered myself a customer ever since. SINCE 2002!! I came onto my own plan a few years later, cut from the family plan with the goal of returning to a family plan in the future. I currently am in a wireless plan AND have the very internet card that I am using right now with T-Mobile.

    I am trying to upgrade to a smart phone but am being told that I need to spend $150 for a contract "break" fee even though I am a long-term customer. Plus, the cost of the phone and the additional coverage costs. I understand the price of the phone and the upgraded coverage but are they for real on the $150 charge service??

    I have never, ever strayed but rather have stuck through their chaos and idioticy.

    Most recently, I have found the customer service to be horrendous. I have called asking the same question on two different days and received two different answers. When I asked to be transferred to the higher level of customer service, they blatantly told me that the people talking to me didn't know what they are talking about...gives me a lot of faith in the company, right?
    Then, when going into a store to ask the same question, the rep came out and told me that the reason I will be getting charged is so that the company makes money off of their loyal customers who want to upgrade to smart phones. Absolutely ludacris that their employee would tell me what a sham it is.
    This is all bull and I'm disgusted at their "attempt" to keep their customers. All I want to do is feed them more money and the way they treat their customers, makes it seem like they don't care. It's unfortunate, especially if I have to switch. This is pathetic.

    ank0035 12/23/11 8:40PM
  • Worst Customer Service calling experience.
    First you have to go through an infuriatingly slow and unnecessary 5 minutes going through questions with the machine. If the machine can't understand you or if you choose the wrong option, IT HANGS UP ON YOU.
    Then, you have to speak with ridiculously incompetent agents, which takes your level of infuriation to an exponential level.

    k 12/23/11 4:51PM
  • i tried to pay my bill online, it kept cycling back to, 'please enter credit card ccv number' and 'what's this?' there was no place to enter it on the form whatsoever and nothing to click for 'what's this'. So I had to call the robot menu line gah just crazy making.

    rfield 12/22/11 10:11AM
  • Everytime I call their customer service department, I get a different story. My bill has been increasing over the last few months, and I (stupidly) signed on to another two year contract with tmobile in order to have my bill decreased....

    Well what a mistake that was. Fool me once shame on you, fool me twice shame on me. These two years won't go by fast enough. I can't wait to end my contract with these idiots!!!!

    Anonymous 12/22/11 9:15AM
  • My husband and I returned two phones in one box per the advicement of the agent for the insurance co. for T-Mobile. This happened in April 2011. It was confirmed by the insurance co. and a T-Mobile rep that both phones where received. Now, December 2011, 8 months later they are saying they didn't receive one of the phones. This is makes no sense to me. So now, either I pay the bill or they cut my phone service. I guess that's corporate America for you.

    shelisag 12/21/11 5:41PM
  • Your customer service representatives they are good for NOTHING didnt help at all

    You should have better and more educated people

    Anonymous 12/21/11 4:57PM
  • The Customer service blows!!! Do not use tmobile if you have a choice. They do not care enough to keep their jobs in America, but don't mind taking American money! Their agents are ignorant and speak very poor English.

    Vern 12/21/11 3:46PM
  • I have been with T-mobile for 9 Years. I was 3 days late with my payment so they disconnected my service. When I called in I was informed I would have to pay a $20 reconnect fee and no they will not waive this fee! I inquired about reducing my monthly plan (currently paying $123 a month for ONE line). I was told sure we can reduce it by about $25, however you will have to extend your contract another 9 months. I said, the way things are going I don't want to extend my contract any further, there are alot of cheaper options these days. I also explained to her the customer service used to be alot different. In the past you could change around your plans at anytime with no penalties or extensions. She responded with these are promotional prices and that "maybe it was time for me to move on". I have never experienced such poor customer service.
    T-mobile used to be so helpful and friendly, what happened? It seems in the past year the service has gone way down hill. I also have a phone that freezes up and doesn't work properly 1/2 of the time that i am stuck with for another 15 months. Two years ago I recomended T-mobile to everyone. I am very sorry I did. I will have nothing but bad words to say about this company from now on! Merry Freaking Christmas T-Mobile!!

    Suckittmo 12/21/11 10:24AM
  • Tmobile has the suckiest customer service and network that I have ever experienced. PERIOD! I called them and told them im not recieving any network at all which makes the phone useless pretty much. They told me I used all my gigs for internet and that the service would be slower, I repeat....SLOWER! But im not getting any damn service at all. Its like being underground! Tmobile.....ya'll need to be sued and/or fired!!!

    Anonymous 12/20/11 4:55PM
  • WHERE DO I EVEN START ..... CHARGES THEY CAN'T EXPLAIN, CREDIT THAT YOU SUPPOSED TO RECEIVE BUT NEVER DO ..... AND THE CUSTOMER SERVICE ???? I'VE BEEN WITH T-MOBILE FOR YEARS AND PAY AN EVERAGE OF $260 A MONTH FOR 4 LINES AND I WAS TOLD BY A 'SUPERVISOR' AFTER THEY SCREWED UP MY $50 DOLLAR CREDIT (WHICH I NEVER RECEIVED) THAT IF I DIDN'T LIKE IT TO GO WITH A DIFFERNET CARRIER .... THAT IS "EXACTLY" WHAT I'M PLANNING ON DOING AS SOON AS THIS CONTRACT EXPIRES !!! THEE WORST CUSTOMER SERVICE I'VE EVER EXPERINCED !!!

    EFF T-MOBILE 12/20/11 1:29PM
  • 12/20/11
    My name is Sherral Fentress cell
    #708-362-3486 and I had a very bad experience with your customer service agents on 12/16/11.

    I changed my plan to $79.99 several weeks ago and some how your customer service Rep put my account on a prepaid account, I was transferred to ("EIGHT) diffrent reps on 12/16/11 and I still didn't get it resolved. Then I went to a T-mobile store in Calumet,Il and I was told it's nothing T-mobile can do to resolve the incorrect error. Finally 12/12/12 I talk to a customer service agent that said it will take forty-eight hours to resolve the "error" that T-mobile made.
    I explained and tried to reach out to T-mobile on 12/11/11 with each customer service rep that I have a med condition and I need my phone turned on, everyone passed the "Buck to another agent and so on. I was so distraught by such "Bad Customer service I went to anther Carrier on 12/12/12. However I feel I should not pay the full amount to cancel my contract because of the Bad incorrect service that was provided to me 12/11/11, If someone would have tried to "help and clear the "error up I would have remained a loyal customer! So my contract is cancel and terminated with you do to "Bad Customer Service! Please review and adjust my account accordingly.

    Sherral Fentress 12/20/11 11:10AM
  • I can't stand the way I have to keep calling to get the TelNAV charges removed from my bill. I don't even use it - I use Bing Maps. This is just a rip-off - they hope people won't notice and just pay.

    Western girl 12/20/11 5:35AM
  • Will pay 400 dollars in termination fees to get out of prison from T-Mobile. Been with them over 10 years. HORRIBLE customer service.

    sawyerpa 12/20/11 12:46AM
  • I use to brag about the great service Tmo use to provide. Now its terrible. They promised an android package with text included. 5 months later still no text messages when I call they say that if I want messages I have to get a text plan. They also Overcharge at every bill.

    I hate it. I cant wait for my contract to be over.

    torticho 12/19/11 6:22PM
  • I HAVE A LOTS OF PROBLEMS WITH THIS COMPANY
    THEY SEND ME A NEW WINDOES PHONE THE HTC RADAR IT WAS WORKING GOOD FOR 5 DAYS AND AFTER THAT STOP WORKING I CALLED CUSTUMER SERVICES LIKE 5 TO 6 TIME EVERY REPRESENTATIVES TOLD ME SOMETHING DIFFERENT THEY TOLD ME TO TAKE THE PHONE TO A UPS STORE PROVIDED THEM WITH THE TRACKING NUMBER AND WITH THAT INFO I WILL BE ABLE TO GET ANY PHONE I WABT IN THE STORE I WENT TO THE STORE A DIFFERENT STORY THEY CALL CUSTOMER CARE IN THEIR END AND THEY TOLD THE DISTRICT MANAGER FROM STORE THE SAMETHING THAT I CAN GET THE GALAXY 2 FOR FREE. THEY NOW SAYING THEY NEVER SAID SOMETHING LIKE THAT THIS COMPANY IS IOS GETTTING WORST AND WORST.

    OMYACOSTA 12/19/11 4:42PM
  • I had T mobile for several yerars before adding 2 more lines for my kids. This is where the nightmare begins....The original sales rep told me all kinds of things that when I called back I was told was not true! I had started working from my home in North Scottsdale where the service is maybe 2 bars and drops calls...THEY KEEP TELLING ME I NEED TO UPGRADE PHONE DO NOT DO THIS! The new phones did not help and then they wanted to put a box for reception would be better but add 2 years more to the contract???? Why should I sign for 2 more years when T Mobile service was not providing me what I was paying for????? Their answer was WE DO NOT GUARENTEE RECEPTION!!! I switch to Verizon and have GREAT RECEPTION and MUCH BETTER SERVICE and can actually call back the rep who sold me the service because they will give you there number to call back UNLIKE T-MOBILE! I believe the attorney generals office needs to look into this and contact yours. They are still charging me over $1000 dollars to get out of service!

    Tmobile nightmare 12/19/11 11:53AM
  • I just called tmobile to inquire about my phone. I told them that I did not pay my bill because my touch screen has frozen up and I can not use the phone at all. THEY MADE A ATTEMPT to do a master reset and some more manual work on the phone, only to tell me that the phone is defaulted. I asked would I still be charged monthly for the phone if it is defaulted. They then told me 'yes'. Now they want me to pay the bill, buy a new phone and still pay for the one I can't use!!! I think I will change my service to someone else. That's just not good customer service and standing by your products to me!

    msthangbrendab 12/19/11 11:48AM
  • I've had to get 5 replacements for the phone I have.. they wont offer me a different one. I was in an emergencey and my and my mothers phones would both not reach 911. We had to call someone else to call 911 for us. Even thought I cannot get service in y house or whre im moving to they wont waive the cancellation fees, even after ive had a hell of a time with them.. T-Mobile is NOT about customer service at all!! Im reporting them to the FCC and getting my account shut down no matter what it takes.. And BTW im not paying your cancellation fee after all this!

    AriannaCourte 12/19/11 8:44AM
  • It is very difficult to understand the chinese/korean accent English. They are not very coridal in talking. It is very annoying the way they handle the customers. First they need to know when to pause and listen and when to talk ... It is disappointing.

    Anonymous 12/18/11 7:42PM
  • I have been with TMobile for 5yrs - I first started as a month to month customer and then I said I like this company so I will so a 2yr agreement and get a good phone. everything have been good up until the past year - the cutomer service has gone way down hill. My phone does not work in or around my home - I have to stand in the street to get a signal and they still tell me well I see online you are covered I say ok well come try it out send a tech out here to evaluate it and nothing. I guess I changed my plan and did not know it extended my contract another two years, which I am not contesting. and what the deal with the Value plans and classic plans - I have a classic plan and they want to charge me a 500.00 fee to migrate to the new plans WTF is that - I am in the same company - I now pay 145.00 for two phones with 750 shared min, unlimited texting and two data plans - but I have to pay 500.00 to get into a plan with unlimited everything...this company is a big ripoff - avoid at all costs. I am trying as hard as I can to get away from them...

    justdone!!! 12/18/11 11:20AM
  • COMPLAINT DESCRIPTION
    Dear Sir,
    I contacted T mobile for cell phone service and the call was recorded by them and I agreed to pay $97 for line I requested and extra $100 for another phone, and internet service for one phone plus I requested the service on 12-29-11
    I found, the total cost is $130 /month, cell phone is $285, plus the service was from 11-29-11. trying to convince them that I did not agree on any of that and I have a service will end by 12-28-11 , and today is 12-17-11 how I am changing the plan to the past not to the future, I do not have money to handle any of that especially I am entitled only on what was recorded by the sales person named Eric and he refused to call or get involved again after he did bad contract agreement, I need your protection from this company that do not have a good customer service and deceiving hard working customer like myself.
    Best regards
    Mona Beshy

    217-384-4469 12/18/11 8:13AM
  • I had been with TMobile for 8 years. Did an early termination In September, service was termination from my phone Oct, 4. Yet each month they are continueing to bill my account each month. Every time I call to resolve this I get put on hold, then have to repeat my situation all over again. Yet when I ask why they are continueing to charge me for services I'm not getting. No one can give me an answer. Someone tell me how a final bill of $180.00 for October, 270.00 in November, and now 350.00 in December. Yet they admit to notes in my account that I terminated my contract in September. I don't understand how they can get away with this. This can't be legal

    Anonymous 12/16/11 6:41PM
  • I have been a T-Mobile customer since it started as Arial (or something like that.) After having every service (Sprint, Att & Verison) for my comapany, and me I found T-Mobile to have the best customer service of all. When I called, I talked to someone in the United States who was usually very pleasant and resolved the problem immediately. Then I noticed earlier this year when I called, it took a long time to get to a human being and when I finally did, I could not understand anything they were saying.

    Today, I’ve been trying to get in for over 4 hours, have been hung up on 5 times, have lost chat connection and finally reached a human being about ½ hour ago and could not understand anything she was saying.

    I AM AFRAID THAT T-MOBILE HAS GONE FROM THE BEST SERVICE TO ONE OF THE WORST & I WILL NOT EXTEND ANY OF THE 7 CELL NUMBERS WE HAVE WITH THEM AGAIN.

    Disapointed Bill 12/16/11 3:26PM
  • The worst customer service!!! I had a unauthorized feature added to my line when I called to contest they assured me that this would be adjusted. I spoke to Paul Mann and his supervisor Arnel. I assumed it had been handled. Nope!! They said yes, but really never did a damn thing for me. I called again requested to speak to someone in the USA and once again they kept me on hold for 30 min finally spoke to Janice Suarez ID # 150408. she said the credit was added to my account. I asked to speak to the supervisor who initially lied to me and she informed me that I couldn't nor could she put a complaint on him!!

    Anonymous 12/15/11 7:47PM






  • customer service on a scale of 1 to 10 with 10 being excellent.. your service is a ONE

    Anonymous 12/15/11 12:08PM
  • PLEASE DO YOURSELF A FAVOR AND AVOID THIS PHONE CARRIER AT ALL COSTS. Not only do they over charge you and have terrible phone service, but their customer service is CRAP. My family and I have been loyal customers for over 5 years. I have experienced NUMEROUS times where they have added ridiculous fees. Each time I called in, wasted precious time and got nothing out of it. Finally after being so fed up, I decided to end my service with them. I didn�t want to be charged the 200 dollars termination fee so my family decided to put up with TMOBILE for a few more months. We checked the termination date MORE THAN ONCE!!! I even had other people check it with me. Once the contract was up, my whole family decided to switch over to AT&T because we were so fed up with this horrible phone carrier. Goodbye to the worst customer service out there, poor signal, dropped calls and bad phone selection. But no, apparently EVEN THOUGH OUR TERMINATION DATE WAS OBVIOUSLY UP, they would not leave us alone! They tried to charge us for early termination fees ($200 a line). My family now owes over 1000 dollars to TMOBILE. This is the worst way EVERRRRRRRR to invest any sort of money in because we feel so cheated. We are furious because not only was the manager named SCOTT very very rude to us, but there is nothing that we could do despite it being obviously their fault. The manager even said to us "You have no proof". Even if this was the case, as customers we believe that we still deserved the utmost respect. Unfortunately, they gave us none. Never in my life have I felt so angry, cheated, and mistreated. What sort of customer service is that? I now understand why T MOBILE is losing so many customers. There is a good reason why their company is so behind AT&T and Verizon. Dear T-mobile, if you ever want to lose your company, go ahead and just keep doing what you�re doing. So please, everyone do yourself a favor and stay away. Please heed to all of the wise advice given by all of us on here. We had to learn it the hard way.

    ihatetmobile! 12/14/11 11:19PM
  • After several years as a T-Mobile customer my family decided to switch carriers due to poor phone selection and lack of coverage in our area. Our contract had expired three days prior to making the switch and now T-Mobile is trying to charge us early termination fees! They have been calling my daughter's phone saying that we owe them over $500 for breaking our contract! Stay as far away from T-Mobile as possible!!!

    lvdesign 12/14/11 4:24PM
  • 12/15/2011 It took me two entire days to close my account with T mobile. They were so rude and was not helpful in getting to the bottom of the problem. They had me down as a data user and said that I had upgraded my phone plan and would have to pay $200.00 to get out of my contract. I had a Nokia flip phone that did not have data capability. I agree with everything everyone else has written. I have been with them for over 15 years, paid my bill on time, and had no service in my home due to bad coverage. I am older and a true American; so I truly resent them sending the customer service out of this country. Also, I couldn't understand them due to their accent. T mobile needs to wake up. Americans are paying your salaries. Let Americans help customers with problems. Keep Americans working. I am so glad to be out of their clutches. Good luck to everyone that has service with them.

    True American 12/14/11 2:44PM
  • NO Service, But still have to pay $200 for Early Termination for 2 Lines. They can charge you for service they don't provide. My issue was data connection. Even though the signal strength showed 3 out of 4 bars. I could only get maybe one or two pages deep on a website I need to use for Business. Any deeper into the site and the connection would fail. This problem persisted and tech support kept telling me it would improve.. It did not, actually got worse. Of course they kept me on the hook until after the "grace" period. So now I am being charged for Disconnecting a service that never worked for me. From my perspective, If I have to pay someone for a service, I expect to receive it. If the service is sub-standard to their advertising, then they should be held accountable. The Coverage map means nothing. I can understand that some customers are not using the device correctly, However Knowledgeable customers, such as myself (Electrical Engineer) Know the issue is with Allotted Bandwidth to the providers tower.
    If the Service provider neglects to have sufficient bandwidth at there tower, then is not the fault of the customer. This is the same as Selling 600 items when you only have 100 available. But they have it all spelled out in the contract...Anti-Trust anyone?

    Anonymous 12/14/11 1:01PM
  • On 12/13/12 TMOBILE went down in Miami Dade couty FL. I have 2 phone lines and during the whole day all I got was "emrgency calls only".
    I went online with TMOBILE and chatted with WOJCIECH. This after I had to put my info 3 times after being online. I explained what happened and the rep tells me that if the phone is not out for 24 hours or if the company is upgrading they won't recognize a credit. He told me that 1 of my lines had been used, when I asked him at what time was this he said they could not discuss this with me...the owner of the account, the one that pays their bill. When I asked him if he can't discuss this with me, who can he with?
    He couldn't discuss this with me either.
    The worst customer service(?)

    GeorgeF 12/14/11 10:12AM
  • T-mobile may of had good service in the past but now it is terrible. My service with them turned out a nightmare, my husband collasped at my feet and died and I couldn't get out on my phone to get help in an area that was suppose to have service.

    devastated 12/13/11 8:27PM
  • I have a family plan with two lines and shared minutes, but not the text. My wife deceased half a year ago. I have been paying for her line untill now. Today I called to ask them if they could drop her line or combine the text bundles into one line, it could not be done without cancelation fee $200. I have been with T-Mobil over 10 years, I have been a perfect loyal customer. They are not able to work with me, it's not like they are loosing any business, I was going to pay even more with a new plan that I prefered on just one line. But the "indian lady" told me "no sir it can't be done"! I'm so ready to change provider when the comtract term is up, I might even change now and eat the fee! To bad, it used to be a decent company, but they are going downhill with the customer service.

    boycott T-mobil 12/13/11 4:39PM
  • tried to use the online chat to find out how much my plan would cost, since it is confusing online. 2 different people were completely unable to answer this question and hung up on me when I asked to talk to a supervisor. Unbelievable way to treat a prospective customer!!!!!!!!!!!!!!!

    md 12/13/11 2:48PM
  • After BEING ON HOLD FOR 42 MINS. I Finally spoke to heavy accented woman whom from the beginning of the covo I REQUSTED A SUPERVISOR which she insited on me wasting more of my time explaining to her and then her trying to help before she would transfer me. (Im born & raised American)She however, was Not. Sadly being on hold for more than half hr & SPEAKING TO BROKEN ENGLISH has been routine in any call made to tmobile within the last year or so. The purpose of my call was because I had previously changed my rate plan & told there would be no overages for internet, that it would just slow dwn. Later I recieved a txt saying I was being charged overages. I had called prior & they said "disregard that msg your internet will just slow dwn" Ok, so I did. Then I get a bill for $30 in overages! same thing only now that I have the charges, she opologized for the previous MISINFORMATION but insisted I was still responsible for the overage fees.(Tho original rep who changed my plan along with the rep who I spoke with when I got the ovrgs txt msg stated not to worry bout overages!!) So now IM STUCK PAYING THIS FEE BECAUSE OF THEIR MISTAKE! I asked her one last time and had to be insistant and firm that I wanted a supervisor! Now SUPERVISOR (SOUNDING SAME EXACT DECENT) insisted the same, except offered to change my plan (with MIGRATION FEE OF $200 PER LINE) Which is the same price as if I disconnected the enitre service and then went elsewhere for $50 a month (as opposed to the $193.00 Im stuck paying for TWO lines this month!) I felt like I was in that commercial talking to a guy named "Peggy" who was of no help as well. My contract is up next year, IF I dont terminate before hand, im gonna be saying GOODBYE TMOBILE/OVER PRICED FEES AND PLANS WITH NO LONGER WINNING CUSTOMER SERVICE as they now only give you a hard time down grading or lowering your rates!!!!

    Jewelz 12/13/11 11:22AM
  • We have the same type of problems with t-mobile as I have just read. We are a good customer and feel t-mobile does not want any ones business. Even over hearing conversation with a new customer at the store, we were still looking to get our phone service problem corrected, anyway just try to get service of any kind is just not possible. Thanks for nothing t-mobile.

    teva 12/13/11 1:36AM
  • My mom got a bill from T Mobile last weekend saying that she has to pay over $600. My got pissed and she told me that T Mobile will cut off our phones for the next 24 Hours. I myself am pissed off as well. I've been with T mobile for 5 years and this is how they repay us? Screw you T Mobile!

    Anonymous 12/12/11 6:05PM
  • I am emotionally and mentally exhausted from trying to work out the kinks with TMobile that have occurred since upgrading and adding a line to my account 2+ months. I continue to get charged ($30+) for items that I have previously canceled only to get the same damn reason "it's not in my notes but will be canceled before you next bill cycle" only to have it show up again!! What is my recourse???

    Diane 12/12/11 4:56PM
  • Terrible, rude, incompetent people. They will bill you for services you did not order, refuse to take them off your bill, and then pursue you for years through collections. No amount of complaining will help, and their 'managers' are even ruder and more incompetent. After years of putting up with this I switched to Verizon -- it's a night and day.

    Toni d'Amato 12/11/11 7:42PM
  • my phone is no longer working and i called in to commit to 2 year contract to get better pricing. i ordered a galaxy s2 and the rep neglected to tell me they were on back-order. so now i am stuck with no phone and no money as they said it will take two days to cancel the order. I have a strong feeling this was calculated as i would not have committed to two year contract for a back-ordered phone, i need a phone now!

    Anonymous 12/11/11 7:16PM
  • Day by Day $1 plan claims that you only pay on days that your phone is switched on.
    I was billed for several days my phone was switched off. These days tally exactly with days when another party sent a text message
    (I can tell by the sender date).
    So maybe T-mobile does not control there billing very well?
    I have been on the phone to find out, but
    have to admit that after "Oscar" and "Tim" gave me completely inconsistent. "Mary" and "Harvey" just hung up on me, "Harvey" at 9:05pm EST...

    Harvey 12/11/11 7:07PM
  • So I got this great new t-mobile phone. It was great, billing came alone, 80$, manageable. Then I get laid off of my job, and I couldn't pay the first bill. I thought, well alright, I will just pay an activation fee when I get a job again. I get a new bill in the mail for next month. Double. They are charging me for the month that I couldn't use my phone because it was suspended. This is bull, they are a terrible service provider anyway, and I'm done with them. I should have stayed with boost mobile. They never let me down. To any of you looking for a switch, boost mobile is it.

    anonymous 12/11/11 2:55PM
  • Calling customer "service" (611) from the cell phone, annoying "jingle", then starts to speak a bunch of crap about your current "bill cycle" which I do not need, pressing 0 now says "you can say" etc., I'm not going to talk to a machine, "I need to determine the reason for your call" "billing questions" press this press that would you like to... annoying, now pressing 0 to get to an agent, now have to enter the last four digits of account holder, more annoying, "we can call you back" (instead of being on hold), annoying, don't they have enough $$$ to hire proper customer support? Now it's BLARING music, I have to the phone all the way down, now it's annoying pre-recording marketing BS that being spoken, "all our representatives are currently..." "all our representatives are currently..." "all our representatives are currently..." etc. etc. MORE BLARING MUSIC - don't they have a clue, the system should just play soft music you tmobile idiots. Now have to explain to the customer "service" rep about spam text messages and the guy doesn't even know about the document on the tmobile website that explains forwarding spam text to 7726 (http://support.t-mobile.com/docs/DOC-2746). Come on. There ought to be a better way.

    SpyMobile 12/11/11 2:17PM
  • I have been a tmobile customer since 2004 or so. I had a 2 year contract, then in 2007 i signed a new 2-year contract and got a new phone.

    Great, yay I was happy, the monthly service price was reasonable and I enjoyed being a tmobile customer.

    After that point, I never renewed my contract and I just continued with tmobile going month-to month.

    Finally, in 2011 I decided I wanted to upgrad to a smart phone. I didn't like T-mobile's data plans or phone offers at the time. Thus, after 7 years of happy service I finally decided to switch carriers.

    Now, T-mobile is claiming I was under contract with them although my contract expired way back in 2009 and have billed me $200.00 for early termination. I have called T-mobile on 5 separate occassions and the issue still isnt resolved. I should mention that of the 5 or more customer service representatives that I spoke with, only one of them was a native english speaker. After countless hours of my life wasted the tmobile operators are claiming that I changed the terms of my contract, thus automatically extending my contract by 2 years. I never agreed to a new contract, and I never agreed to extend my contract. Yet somehow T-mobile is sticking to its guns and has been threatening to call a collection service on me.

    What can I do? I'm a college student. I dont have the time or money to hire a lawyer over this ridiculous $200 charge. My credit rating is going to take a hit, not only did I not do anything to deserve it... but I can't do anything about it. I feel so helpless, and am furious with T-mobile.

    Can anyone offer me advice? What should I do? I asked them to show me proof of the contract, like a signature or something and they claimed they dont have to. I have never been cheated by a company like this.

    captainthrall 12/11/11 2:01PM
  • Tmobile blacklisted my nunber cuz I always call and ask them regarding about some unknown charges on my statement. The last time I spoke to them I had an argument with the supervisor. I wanted to change my due date since I already planned out all the dates to pay my bills. 3 months ago they totally changed my due date 5 days before of the original date that I had asked them to change it to. This idiot told me that I can only request to change the due date once. Meanwhile I never asked them to change my first due date now they wont let me change it. AND they blacklisted my number from reaching their customer service, I paid for the service and they restricting me to talking to them!

    TMOBILECRSSUX 12/10/11 9:31PM
  • What is wrong with t-mobile people are rude there I had this company for many years I got a new phone with contract for 2 years, my phone came with problems I called many times ti fix the problem and they tell me I have to pay for a new phone no even one month after that I canceled my services good bye t-mobile, welcome new one!!!

    Blue Angel 12/10/11 6:17PM
  • OMG....the new outsourced girls that are new customer service....make me want to end contract. I have been calling for days...they are really unable to answer questions...keep repeating...give incorrect answers.....I am truly disappointed.....I thought tmobile HAD the best customer service. I need help...have tried to reach supervisor...and can see why they don't want to let you thru. Keep thinking I am getting same girl..but, alas different name....how do I get to account manager....Please help....MY contract hasn't even set yet...and after all these years am ready to get out NOW!!!!!!!!!!!

    loricat 12/10/11 2:41PM
  • I was told several months ago I would receive 9.99 unlimited web if I extended my contract so I did thinking this would be awesome to only pay 9.99 for unlimited web but guess what 4months later and still have not received 9.99 unlimited web and now they tell me we never told you or promised you this price.. FML

    WLAD 12/10/11 10:59AM
  • I moved into my new apartment where i have no signal to my cell phone. Me and my wife get dropped calls, static/break up on the other end so they cant hear us. 7 out of 10 times the call dont come to our phone at all. Internet doesnt even connect running on 2g 0-1 bars. Call to get it fixed they gave us a bs resolutions multiple times, so i call to get out the contract they tell me they dont guarantee service in your home. hmm i wonder where people are most of the day when you need it. They hung up on my wife.. oh im sry put her on unlimited hold when she asked for a supervisor.

    f tmobile f stands for forget >. 12/9/11 5:13AM
  • I just wrote a letter to Albuquerque NM, to complain about the customer service i just was dealing with for weeks. first of all i been with t-mobile for 7 years and i've never had a problem paying my bill i explain i can had got laid off they told me i can paid on /11/05/2011 half of and they would take the rest of it out on the 11/11/11 and i call because they had not taken it out of my account and the rep told that it NSF in my account so i finally called the bank they said t-mobile did not try to take anything out of my account so another call to t-mobile and they told me the same thing after i told them what my bank had say, so i ask what was the account again and told them i have not had that account in 3 years so how could they charge me 50.00 dollars for NSF and they had the wrong account number i'm 51 one years old i don't play game and i'm very upset with t-mobile.and now i they turn my phone of fand i was forced to pay 20 dollars for each line to be turn back on and 50 dollars NSF fee. WTF I've called everybody i could to bad mouth T-mobile. and I've also mailed out letter.

    nothappy 12/8/11 3:52PM
  • I have been with tmobile since 1995. I have always been a huge advicate for tmobile. That is until now. I have had the same experience I am reading up and down this blog. They have made me furious. I was always told to ask for the Loyalty department and they would take care of my needs because I have been with them for so long. NOT NO MORE! I just got off the phone and was told they WOULD NOT transfer me unless I was canceling my service today. I said WHAT? No, I always talk to them. He said so, because I won't give you the new deal for tmobile, you are going to cancel service? I said, "No, if you don't transfer me I am canceling service." He started to get rude. I just hung up. You finally leaned me to the I hate tmobile side.

    sg73159

    sg73159 12/8/11 2:20PM
  • Not sure what is going on w/ T mobile,...
    *****SOMEONE PLEASE TELL US*****
    Should I dump any stock funds that include this company- "or is that what someone else may want !
    I've been a subscriber since T Mobile was VS, and ALWAYS FELT POSITIVE about the company, but as of late I'm lost !
    Only now I'm understanding other customers ANGUISH and disapproval through my own experiences with the customer call centers .
    I call it a 'WAKE UP TO THE FACTS' BASED ON REALITY AND EXPERIENCING how it appears.
    " For some odd - unexplainable reason any and all - OUT OF THE USA REPS either disconnect, transfer a call with issues I'm having or can't hear me AND tell me they have no ID or call center ID or just lie as to what they state they enter into remarks in my account for the next rep to review - always on a consistent basis, "or should I state rely on confusion and the "RELEASE CALL BUTTON / DISCONNECT BUTTON -> even though calls are recorded", **note by the system and now also by customers who are tired of being mislead are now also recording transactions - to show the quality of help.
    NOTE *THIS CAN NO LONGER BE DENIED WITH T MOBILES' ADMITTANCE OF having carrier IQ2- all key strokes logged if needed for proof of who disconnected the call or hit the incorrect option button to Tmobile !!!

    *** EVERY US TMOBILE REP HAS ALWAYS VALIDATED THEIR ID AND CALL CENTER ID TO ME " EVERY TIME I'VE ASKED FOR IT " AND THEIR NOTATIONS ARE ALWAYS IN MY ACCOUNT .

    The top exec's should not claim ignorance as the feedback is noted throughout the world wide web...
    Would not a company implement tactics to stop the lose of any customer as other succesful Co's implement... I trust its not becoming normal business practice to allow the Stock to continuously be devalued to warrant superficial findings that people 'DO NOT WANT A COMPANY THAT IS AFFORDABLE FOR THE SAME SERVICE' that the leading CO's OVERCHARGE FOR. It would be prudent for an explanation to clarify why this is allowed to continue ! I wonder if this stock is in the BH Stock Funds ?
    Also curious how T Mobiles top Exes and BODs' do not see the increasing negative customer comments posted on many web sites regarding said issues ! If I owned the Co or on the board I would guarantee that the Exec/ Ceos' would be updating their resumes... just my speculative un-educated thoughts ... How does the SEC feel about this, as well as the down for now merger ?
    *After seeing what is being rated- please note, all are for outside USA rep contact... NOt rating the US that I've contacted has been honest and posted all remarks as to what was said and also as stated gave Ids', I'm disappointed with out of country reps- I do realize they are being paid far less than our US wages but also this does not allow them the right to outright Lie- I really don't care where the REP is from- I ask for my own notes just as a memo to myslef and also incase a rep may have omitted soemthing, and as for asking for locations - US reps never have an issue and its also so the next rep can validate and collaborate with my own notes and issues and confirm what is needed next. At this point I'm on contract but I can break it easily for the simple fact of the lies told to me and can and will be proven - espec with the data programs on the phones.

    guest 12/7/11 6:39PM
  • I have NEVER experienced such terrible customer service. I sent back my broken phone (that I had been paying insurance on) using T-mobile's prepaid UPS label. Apparently the phone was lost in the mail as it never reached them, but since T-mobile didn't insure the package, I had to pay $330 for a broken crappy phone. I read on this site that this has happened to others, which makes it all the more unacceptable. To add insult to injury, they canceled my phone account today, which I had NOT requested. I do not doubt they will charge me for canceling early, even though I did NOT request that my account be canceled.

    Anonymous 12/6/11 12:42PM
  • So happy to have found an honest review board for T mobiles customer service. THEY ARE AWFUL!!!! Their incompetence and unreliability is staggering!!! For two months now they have been f'ing me around with auto pay. Every month they say the problem s fixed and every month I get a text saying my payment did not go through and every month I spend two hours on the phone getting the issue "resolved" only to have the same thing repeat again the next month. Shameful that these dim witted idiots stay in business while others lose their jobs. Shameful!

    braeun6 12/6/11 8:59AM
  • This is probably the most unethical company in entire world. They knew it is their fault and they still hold people with this company. They knew I am already out of this company and they charged me a large bill.

    york 12/6/11 2:08AM
  • me and my fiancee signed up for the 50.00 unlimited plan needless to say that was not the case the plan was for 70.00 because in there words if we had the $50.00 we would not be eligible for a brand new free phone we would have to pay full price then we get our bill this month and they are telling us we owe nearly $900 dollars in 2 months they told us that "someone" charged our bill for $60 dollars one month and then again for 100 dollars and another $75 dollars we took all the action's needed to be taken yet "someone" still charged our account our first months bill was $252.05 for September then October our bill was 633.04 then November was $878.89 we have paid our bill done extensive research asked for help yet your denied i called the corporate office and they refused to help or even look into the matter we have called trying to get answers yet we get hung up on or turned away so please explain how you become eligible for "assistance" yet you don't get it further more how could our bill reach $878.89 when we put all the security in place as advised by tech support and customer service I told my fiancee if I would have known this we would have switched back to Verizon at least they helped us can someone explain to me as to what I can do we are already filing complaints with the FCC and BBB

    dogdancerf15 12/5/11 10:34PM
  • lets start off by stating ive never dealt with customer service and that ive only dealt with in store help who have always been very kind and knowledable at this location but here goes i take my old t-mobile phone and have it reactivated as a prepaid phone and chose the cheapest plan which is unlimited texting for $15 and calls 0.10 a minute since i never make calls and dont need data (laptop works just fine for that) unlimited texting works just great for me i paid for one months service didnt get my check to pay the next bill until the day it was actually due so the service was cut off as expected anyways so i go to the tmobile store nearest to my location (the one i setup the prepaid account at) and tell them id like to pay for 3 months of the same cheap prepaid service in advance so i hand them $45 and they tell me i shouldnt receive a text or bill staing they require payment for 3 more months and yet today i get a text stating the bill is due in 3 days so i check the website and it says i have $28.39 in the account which makes no sense because ive made no calls or received any calls but im not worried about that little of money but my complaint here is they sent me a text stating a bill was due in 3 days even though i have money in the the prepaid account are they going to shut off my service for nonpayment or will they take it from the account? im moving to a new city and would rather not deal with having to walk in to figure out my account for another month so if anyone knows the answer to this question text me 720 278 3452

    Anonymous 12/5/11 11:28AM
  • My complaint is with T-mobile along with the insurance "Asurion." I sent in my damaged phone but didn't use the prepaid UPS label. Instead I used the prepaid US post office return label they had provided. I made the mistake of not paying extra for the Delivery Confirmation since the label had T-moble return and deliver address on it. I figure it would get to them one way or the other. Now the problem, they say that they never received the phone. Now,I have to pay the full price on the damage phone of 275.oo I have talked with several people over a 3 month period but because it has been lost in the mail (using their prepaid Post Office Label) or maybe it was received and someone didn't make notation of it (human error).....it's my responsibilty to pay. The last consumer service representative "JOE" explained to me that since the phone was not received within the allotment time of 60days I owe them for restocking charges of 275.00 and even If the phone was found/ or located in the future I "WOULD NOT" get credit back for it. He refused to transfer me to upper management. He told me that I could hang up and call back........I will not use T-mobile when my contract time ends or ever pay extra for phone insurance.

    Tazmarraz 12/5/11 11:10AM
  • I have been with t-mobile for 8 years, I went in to change my family plan to a single 1 line plan and was told I have to do another 2 year agreement to keep my service.If im such a valued cust. why am I being forced to do another contract?? Im not happy having to do this. If i changed my plan with comcast cable i would not have to do another contract, so why is it that you do??

    Anonymous 12/4/11 9:59AM
  • I used to LOVE Tmobile for years,because their customer service,after 7 years,almost $20000 been paid,during most of time I had more than 4 lines on my account...last couple monthes was the most sick service I got back from Tmobile!!!
    most lines didnt even upgrade to new phone even their newer better because we just get used to old ones,until me and my wife got new 4G phones recently,and my wife cracked the phone screen by closing the car door by accident,and we went back to the store just to show them the truth for suspend that line's internet feature,they wouldnt do it!! I tried many way many days got the same answer~~(how long did I listen to the auto system??) I desided to cancle all my lines and pay 1000 for all 5 lines at the time! Later on I recieved a call from them saying I could pay $200 for the same phone,my wife was bugging me,and I went to the store got the phone~!!but I was really angry still~!!So I cancled one line and pay $200 for respond!
    Not done!!one or two monthes later,my account was suspended,all 4 lines couldnt work,and I called CS,realized I forgot to pay the bill,its really my own fault,so I paid through the phone rightaway,BUT!after the about $350 was paid,the system told me I have to pay $20 per line which is $80~~!!!aaaarrrrrrrr!!!they wouldnt waive it.I called to cancle all and tell them I was willing to pay the $800 cancelation fee,and made sure next bill is $800 EVEN,I was told yes $800 thats it!
    BUT !!I was told by the letter they didnt cancel other 2 lines which 2 lines already switched to Verizon for month and half,I had to pay another $600 something plus $800 if I want to cancle!!!
    HELP ME!!GOD!!I WANNA SUICIDE!!

    HECHENG CHEN 12/4/11 12:38AM
  • I was with t-mobile for 8 years 7 of which were great, until this past year when I started getting a lot of dropped calls and happened to go over our minutes and our bill doubled, this happen several months I called and they did nothing. This made me extremly mad since I had been a loyal customer for 8 years, I decided to switch to verizon, in the process of changing t-mobile decided to f me one last time and charge me a full months service for two days of service before Is switched. Then when we called to dispute the charges they informed us they disclosed the charges to us when we called to cancel the service which they did not do. I'm so pi**ed at this company words cant decribe it.

    PJMCIE 12/3/11 10:26PM
  • T-mobile Customer service reps are not polite and shows a lot of attitude. They give miss-leading information. T-mobile just want to snatch their customer's $$$$

    Jiksy 12/3/11 10:23AM
  • How can I describe my 6 months with tmobile?TERRIBLE!!I TELL EVERYONE EVERY DAY STARTING TODAY..DUMP TMOBILE OR DON'T EVER USE THEM..PERIOD..THAT'S ABOUT 50 PEOPLE A DAY..NOT THAT TMOBILE WILL CARE BUT AT LEAST I'LL FEEL BETTER..IM DUMPING TMOBILE THIS WEEK AND GOING BACK TO NO CONTRACT UNLIMITEDPLAN OFFERED BY ANOTHER COMPANY AT MORE THAN HALF THE PRICE OF TMOBILE..TMOBILE JUST PLAIN SUCKS...DON'T USE THEM..YOU'LL BE SORRY IF YOU DO.

    fed up with tmobile 12/3/11 2:15AM
  • T-mobile signed us all up for data per use, charged us 6$ and said they can't remove it because they can't prove it that I didn't use 0.469 mgb! Thiefs. My husband went to upgrage the plan, the T-mobile rep signed him up for 149.99 plan, and told him it is 99.99. Also told him he ported the numbers to new account from our old T-mobile account and told him not to tell anyone he opened a second account. When we realized that he didn't port the numbers, we called Customer Care & were told we have 149.99 plan. Next day tried to close it and they rep wouldn't even talk, we waited for 4 hours or so to return the phones. After we were told the lines were closed we left, turns out they were not closed. Now, 8 days later we finally made them close it. The Customer Care said we will have to pay $50+ prorated charge for the plan we didn't use, didn't even open the phones or put the SIMs in. Service sucks. Please Do not get a contract with them. We have no contract, and after this incident - thankful that we didn't get a 2 year contract that can't refund 6$ or charges $50+ for their own mistake and laziness. Also, beware of T-mobile reps, they also treatened my husband to hit him in front of his family when my husband wanted to close the account. In addition said something like 'you do not know who you are dealing w', that sounds like T-mobile mafia!!! Please, safe the trouble for yourself and go w/ At&T or Sprint or Verizon. T-mobile will either rip you off on a phone plan or a phone price, not worth it in the end when you think about how much time & money you will waste trying to fix something they signed you up for and will make you pay! T-mobile already lost 3 more customers as of right now! Oh, and try to call the Customer care, it either disconnects you w/out your permission or it takes 4 hours to reach the agent, it's like they are trying to get you connected to China or India for the cheap labor "help"!

    Lynnwood 12/3/11 1:08AM
  • I don't know what has happened with T-mobile over the last year. Customer service in the past was stellar. Now, it is absolutely the worst in the industry in my opinion. When you call 611 it takes between 30 - 48 minutes to connect to a live person. Most recently, I was on hold 42 minutes only to find out I needed a different department. Second hold time was only 37 minutes (great for the new T-mobile standards). After all that time spent on hold they could not diagnose the service issue. Yet a third hold time where they finial resolved the problem 123 minutes later. This is one issue of three over the past year.
    I can not wait to be out of contract. Verizon, meet your new customer.

    spc111 12/2/11 6:51PM
  • I have not received one bill that is the same, seems like they are scamming all these hidden charges. Contracts are rediculous and we should not be obligated to be into one for s trivial phone and the prices are totally out of context. You have to wait 1/2 hour to indoctrinate a response. T Mobile is falling through the cracks and the Customer Service Reps which most are foreign have no idea whay one is talking about. Cheap labor is not the remedy.

    dee dee 12/2/11 11:13AM
  • I am so disgusted with TMobile and 611. You can not get a live person. I have a problem with my brand new blakcberry 9900 and have spent over an hour tonight trying to get thru. I did get a recording that said someone would call me back in three minutes on my home phone. They did and then asked again for my home phone number. All of sudden she claimed that she could not hear me and was hanging up. WHY did she not call me back as she said she would.!!!!!!!!!!!!!!!! I really am about to cancel my new service with the 9900 phone and just bag them and go to another carrier. I have talked to the T mobile store and now they want me to come down and see if they can fix or change out the phone that is not my issue right now. My issue is with the robot at 611 and not allowing us to talk to customer service like we used to and get things settled. HORRIBLE service with the phone calls. I feel sorry for all your sales people that are trying to do their job and then after the sale is completed - can not get a live person to talk to . Of course no one of any authority will ever call me because they are too busy just collecting their paycheck in the higher echelons.!!!!!!!!!!!!! @@@@@@@@@@

    At this point - I would say RUN from TMOBILE and I will spread the word.

    Disgusted in Bothell 12/1/11 8:21PM
  • Been with them over ten years, I lost my job and had a returned check once. I have been paying for a line for over 15 months that I dont use because my son went overseas in military and they would not cancel and have been paying for that line too all this time. Think that a loyal customer to be treated like this is digusting and when my two lines are up in march, one being my sons, I will find the $400 to cancel the other two and never look back.. they are just money hungrey and they are what this country has come too. Cricket here I come...never a contract again.

    carol kelly 11/30/11 11:39AM
  • Purchased a $70.00 TO-GO TMobile phone, and a $60.00 pre-paid refill card at my local 7-11 (I know, I know! Right!). Any way, got it home, hooked it all up, called the 1-800 # to get connected, and get my new phone #. Well after four calls back to customer service,being redirected to differnt departments,(at least 10 times),and ending up with a cell phone that had no connection to the Internet, no text messaging,(sending or recieving). And a phone number the was only able to be reached by calling it if you drove about an hour and a half up the coast to the nearest cell tower.Anyone calling me in my town would be charged long distance charges. Tried to return both items back to 7-11, (10 HOURS LATER)!!! They took my phone back! Good! But now I am stuck with a $60.00 piece of plastic. I am afraid to call the customer care line @ T-Mobile because, I couldnt really understand anyone for those two and a half hours I spent originally trying to get the phone hooked up in the first place. HOW DARE THESE BIG COMPANIES EVEN SELL THESE PHONE IN A NO SERVICE AREA, and shame on 7-11 for their poor customer care and lack of some sort of business know how. Took this single mom two months to buy a phone that didnt work, a piece of plastic, and three days of getting ran around, (until I finally went to Radio Shack bought myself a DROID pre-paid from JAY, who listen to me wine the whole time about my miserable expierence with 7-11 and T-MOBILE. I am still beating myself up for not doing my homework.But now I know when I want good service, good knowledge, and a sense that when you buy something here in America your gonna BUY AND SELL with pride and human kindness.

    Untrusting_in_a_NO_call_zone 11/30/11 1:44AM
  • Have been with T-mobile for a little over 2 years. First of all they are the only company that extends your contract for an additional 2 yrs when you change your plan, that includes increasing your plan!

    Secondly, I have the my account app on my phone, and was using it last billing cylce so that I did not go over on my bill. It is supposed to connect to your acct info online, but apparently only accounts for the minutes used on your phone only, so if you are on a family plan like we are, you cannot see your account total usage. Therefore I went over when I believed I was well under my account usage. Because I could prove this in the store they gave me a credit AND is asked to be set up on alerts when i get close to my usage, and was told that was done.

    This month I never received an alert, totally believing I am well under on my minutes, NOT THE CASE!!! I looked on my phone at the account app again, knowing that it only shows my own usage, and was again WELL UNDER MY MINUTES 2 days before the billing cycle ended. I now have a $536 bill because the usage the app showed was no where near the true usage I had. In fact it was about 1000 minutes under! I NEVER RECEIVED AN ALERT!!!! MY APP SHOWED I WAS WELL UNDER!!! Now they will NOT credit me anything claiming we still had usage. THEY ARE LIARS AND A BIG RIP OFF!!!

    NOW A TMOBILE HATER 11/29/11 4:34PM
  • I have been with T-Mobile for over 7 years, THIS WILL BE MY LAST YEAR. I have had nothing but POOR SERVICE since I got a "smart" phone-mytouch 3g slide; thinking it would help me operate my business more efficiently with email access and gps, etc. Little did I know that it would actually cause more HASSLE AND ISSUES while costing me MORE MONEY!! It is a joke of a service provider. I have NO SERVICE half the time, especially at my house! There are times when my phone goes straight to VM doesn't show a missed call and if the caller didn't leave a voicemail I wouldn't have known they called at all.I am unable to use the majority of the features on my phone including gps, visual VM, predictive texting, unable to send/recieve contact info(Vcard)...I have had the phone replaced using my insurance-didn't help, bought a new phone since T-Mob believed it was my (1yr old) "outdated phone" still has the same issues, updated applications, powered off my phone and replaced SD card every night as suggested by tech support,reset my phone, etc. I have tolerated this inadequate phone service for long enough. I have complained countless times via customer assistance/tech support and in-store customer service to no resolution. I feel that $200 to end my contract is well worth giving up the disapointing phone service!

    Anonymous 11/29/11 12:56PM
  • T-Mobile is ripping us off!
    Okay. I thought I was the only one that had a problem with T-Mobile. Dishonesty doesn't quite describe what they are doing. They are thieves. So we've been with T-Mobile for over 3 years on a family plan. A while back we noticed our bill was getting out of hand. Discovered they are charging us almost $80 for a data plan that we did not ask for and do not need. We have overtly told them we do not need the data plan and can they remove it from the account? Their answer, they can't do that. Our phones have been set to use our house wireless. But they say, they can not monitor which one we are using and so will keep billing. 2 of the phones in the plan are not on contract, 1 still has a year to go. So they said they can reduce the internet charge to $5.00 if we can sign a 2 -year contract! WE DO NOT NEED INTERNET! PERIOD. So now they've terminated services until we pay the disputed bill. I am very sure it is time to move on. Pay the penalty for early termination and go somewhere. If it is any consolation, a new contract with a different company is better than sticking with bad customer service! Can someone help? We are being ripped off!

    Tammy 11/29/11 9:20AM
  • T MObile used to have great customer service it now sucks people barely speak English So sad to see a company that prided itself on service turn into this piece of crap company

    mike 11/29/11 8:20AM
  • This is the worst company that I ever dealt with. I just spent one hour arguing with one of the T-Mobile "managers" called Darryl.

    Warranty charges were simply added to my account (without my request or any kind of signature or request on my part). The manager told me that this was added at the store through a "verbal" agreement and that I should go there talk with a sales person to see what happened. The charges were never removed from my account I had to pay and after telling the manager that this was simply dishonest, he reminded me that they own my account until later next year. Apparently the 2 year contract gives T-Mobile a free card to rip you off as much as they want. Worst company ever. I am willing to pay the penalty in all 4 lines I have for my family just to get away from this awful company. Never again, I will sign a contract with T-Mobile.

    disappointed 11/28/11 10:12PM
  • Applied for my rebate and recieved 2 letters saying my IMEI # was incorrect. When I called them both times I was told my information was correct. Now I am being told to call back in 10 days as they have to process my rebate manually. Believe I am getting the proverbal runaround. Just want what is due me.

    Anonymous 11/28/11 8:27PM
  • T-Mobile Wireless
    P.O. Box 37380
    Albuquerque, NM 87176-7380

    08 Nov 2011
    Dear Sir/Madam
    Attached please find the disappointing time line of service I have received over the last few days.
    I used to think T-Mobile had superb service. This is why I have stayed with your company for the last 5+ years. The last week has really made me sincerely consider paying the $1,000.00 to get out of my contract unfortunately, it is just not realistic.
    During all of this I have also inquired about removing my dad’s phone from my plan as he passed away. The first person told me I would have no problem removing him. The second asked if I had anyone to give the phone to. Neither directed me to anyone who could help.
    I realize nothing will be accomplished by this. It does however make me feel a bit better to get it off my chest.
    Thank you for your time.
    Sincerely,

    _________________________________________

    10/27 Ordered the G2X for line XXXX and the Amaze for line XXXX

    11/02 Phones were delivered

    11/03 Contacted Andrew B on chat—text, internet, email and syncing all work, however , could not make or answer calls - troubleshot and then Andrew directed me to contact 611

    I was transferred to Josh, who directed me to send the phone back and call with the tracking number. As soon as I did this a new phone would be sent to me.

    11/04 Phone was dropped off at UPS and my husband called with the tracking information. He was told at that time the order was placed and that it would be expedited due to the amount of time he spent on the phone.

    11/05 was on chat, with Veondrais M, trying to obtain my tracking information for the new replacement phone. I was then given the tracking number for the order that was already received. Once again I needed to explain that I was looking for the replacement phone that was supposed to be sent out 11/04.

    At that time she transferred my chat to Audrey P, who began by asking me questions that I had already answered with Veondrais M. This was very frustrating, especially when I was told that an order was never placed.

    Once again I called 611 where I spoke with Tasha who was very helpful, ordered my phone and I was told that I would have an email within ½ hour with my tracking number. I never got this email.
    11/07 I again called 611, I spoke with David. David assured me my phone was ordered however UPS hadn’t updated the tracking information. I asked to speak with his supervisor. He informed me he would have her call me back within 2 hours. I requested to hold.
    After holding for 10-15 min, I spoke with Michelle who informed me that my phone was BACKORDERED!!! I Really do not understand why it has taken 4 days to get this information.
    At this point I have paid for a phone, received a defective one, and got the run around for 4 days and still no phone and no idea when I am expecting one. She told me she would call me back on the 8th as she was hoping to get some in.
    11/08 Once again on chat, as I could not get Michelle back on the line. This time it was Yuriy M. who I was on with. Once again I had to go through my entire story and was given this information.

    Yuriy M: Well, here is the problem. Michelle schedulled to do follow up on this case. As you understand, she is from Customer Care over the phone and she is a supervisor. This means that I cannot take any decision or do anything simply because she holds higher position. I strongly advise you to call Customer Care and ask to help you with this follow up.
    Patrice Paulhus: wHEN IS SHE SCHEDULED TO DO MY FOLLOWUP
    ~Yuriy M: That is the main problem in the information. It was schedulled for 11/12/2011.
    Patrice Paulhus: and when I call customer care, do you have a rep # for her?
    ~Yuriy M: No, you can refer to the memo left by Michelle on 11/7/2011. There is only one Michelle there.
    Patrice Paulhus: Thank you....this helps me tremendously.
    Patrice Paulhus: who is Micheele's boss
    ~Yuriy M: I dont know, since we are not the same line of service.
    ~Yuriy M: Aside from this clarification, is there anything else I can assist you with today?
    Patrice Paulhus: you don't know who to direct complaints for customer care to?
    Patrice Paulhus: interesting
    ~Yuriy M: Michelle will be the person to complain. But Michelle will tell you who is her direct boss.
    Ok, so now I disconnect from Yuriy and call 611 where I speak with Shawn, who tried to assist me by telling me to go to my local store, find one I like and call 611 back to get the upgrade price so I can get do a new order of another phone. REALLY, THIS IS THE BEST HE CAN DO…SINCE I UPGRADED MY PHONE I DO NOT HAVE ACCESS TO VIEW THE PHONES....I NEED TO TRAVEL TO MY CLOSEST MALL, SO I CAN DECIDE WHICH PHONES I LIKE BEST…
    I have requested a call back from his manager, Izet. That was about 3 hours ago, I have not heard back.

    After sending the email I received a call from Victoria, who did take my dad’s line off the account and sent me a new phone and was going to credit everything except $100 for the phone. This was supposed to happen on 11/16.
    ___________________________________________


    November 22, 2011

    Dear Sir,
    Attached is an email I originally sent 11/8. Issues have not been resolved at this time.

    Although I did finally receive a new phone, NONE of the credits I was told would be applied to my account on 11/16, have been credited.

    I left Victoria a message today, 11/22 to get an update on the credits she was to apply to my account for the new phone, an update on the credit for the defective phone that I sent back, also to get some assistance with the 2nd phone that was purchased for line XXX-XXX-XXXX. This is the HTC Amaze and was purchased along with the G2X. Over the last week this phone has started to reboot with the message that the system has crashed.

    I received a message from Victoria today that she had a follow up scheduled, today, to process this credit. I am more than a little confused as to why the follow up would be scheduled today when I was told the credit was going to be processed on 11/16.
    The credit for the phone that I originally received has not been applied back to my credit card or my T-mobile account. This phone was received, and signed for, by T-Mobile on 11/09. There was no mention of this credit in Victoria’s message
    The new issue of the HTC Amaze was also not acknowledged in her voicemail.
    Sounds like I am right back where I started.
    Thank you,

    ___________________________________________
    Mon, Nov 28, 2011 at 5:12 PM
    Re: customer frustration
    hide details 5:12 PM (14 minutes ago)
    So I just got off the phone with Victoria, who explained to me that it could take up to 30 days for my original phone to me credited. This is the first I have heard about this. Funny it only took 2 days for T-Mobile to take the money out.
    My daughter paid over $300 for a phone that keeps rebooting. I was then told I only had 14 days to return this phone. She needs to contact tech support.
    I have spent several days straight on the phone with your company. All I want is my account credited for the G2X that was paid for and has been in the possession of T-Mobile since 11/9, and 4 working phones for my account or I want out of my contract.
    I am forwarding this to the Better Business Bureau and the Attorney General's office.

    plpandcrp1 11/28/11 8:17PM
  • T-Mobile pisses me off all the time. I don't know why T mobile doesn't hire better sales representatives. The manager that works at the local Tmobile store I went to is rude and disrespectful. He treated badly. At the end of it I was the bad person when him and customer care were to blame. Why cant they take responsibility for their wrong?? we are the customers who pay maybe they should treat us better.

    Dislike T-Mobile 11/28/11 8:06PM
  • I have two phone lines each on the Loyalty Value Plan and have been with them for almost 6 years. My first line has not had a contract for 4 years, but my second line's contract ends January 2012.


    So I contacted customer service to try and upgrade my plan to one that includes unlimited text, talk and web for the same price as my current plan. When I called customer service, they told me that since my second line was still in contract for two months, I would still have to pay a "Migration fee" for switching plans. Yes, a "Migration fee"! I asked them if they could work with me on this fee, being I have been with Tmobile almost 6 years, and have only 2 months remaining on the second line's contract, and they told me flat out "NO!"Unbelievable. I think Tmobile is telling me that it is time to switch carriers.

    JC1111 11/28/11 5:08PM
  • TMobile is the only service that works in Mountainair, NM. I've been trying to order phones and set up service since before Veterans Day, it is now after Thanksgiving. The short list: Ran pre-authorizations on my credit card ELEVEN TIMES-yet still couldn't process order, told me to call back with a different card-but by then the order number didn't work anymore, when I finally (supposedly) got order through- they changed my address and called it an appartment- this after a big speech by them of how the shipping & billing addresses have to match! Each person I spoke with seemed to be polite enough while reading from their cards, yet no one could really do anything. This last time I was on the phone for over an hour. Only positive? At least they spoke American.

    7RiversSherry 11/28/11 4:23PM
  • I am with T-mobile and I have been for over 5 years. What is happening with this company? Are they even a telecommunications company? Every time, I have to call I don't want to, but some things can only be resolved with a live agent, that's what they tell you.

    Today, the first call I made was to change my plan to 4g no contract month to month plan, I waited 28m.39 sec., then a young lady answered and told me she can't hear me which was an echo coming on their end. She ended the call before I can even put a word out, I called again, and waited for another 15 min. and 52 sec. this woman helped me, but she then told me now the other dept. will finish the new plan which I never understood why then she would waste my time and hers if it wasn't going to be handled by her..... while I was on hold the phone got disconnected. Then I called again, waited for about 4 minutes, and someone answered and told me he can't help me, but he will transfer me, then the other person took my information, and he told me now let me put you on hold and this other dept. will help you.... then finally I am speaking to a woman not even for a 30sec. I asked if she can hear me she said yes, then she took partial information, and disconnected. It is now 12:30 pm pacific and I tried calling to change my plan since 10:41 am pacific time. Something is wrong with that!!!!!!

    nejat1 11/28/11 1:32PM
  • Another month, another hour wasted listening to customer 'service' rubbish. The same false bill charges (e.g. data download charge on a line with a full block on web access), the same lies that it is fixed and will not appear on the next bill. Dishonest company, underhanded scams to fleece customers of money.

    Horrible company! T-mobile has by far the worst customer service I have ever encountered.

    me 11/28/11 12:55PM
  • Been with T-Mobile ten years. I've deal with 38 associate, since May of this year. and 3 manager totally disappointed. Five phones returned. 2 year renewal on 3 lines and reposive associate with attitude. T-Mobile this call will be monitor for quality assurance purpose. I stated good, Here is my complaint please review the previous notes so we may keep it simple. The young lady stated pay your bills on time. I am not going to tolerate being disrespected I am senior citizen and grand son this issue and tried work with even letting them no one changes this plain but me. So T-mobile cause this problem; so I need help.

    customer service scoreboard 11/28/11 8:38AM
  • I BOUGHT TWO 4G PHONES, I DIDNT LIKE IT, IT WAS TO ADVANCED FOR ME. SO ONE WEEK LATER I DOWN SIZED. THEY SAID I WOULD RECEIVE A CREDIT.I NEVER DID!I NEVER RECEIVED THE REBATES EITHER!I ALSO HAVE TWO EXTRA LINES AND ASKED FOR FULL INSURANCE IN CASE ANY OF THE THREE PHONES BROKE. WELL I HAVE BEEN PAYING THE WARRANTY FOR A YEAR AND NOW MY PHONES GLASS SHATTERED. I CALLED THEM AND THEY TOLD ME I HAVE INSURANCE ON MY OTHER TWO LINES BUT NOT MINE.WHY IN THE WORLD WOULDNT I GET INSURANCE FOR ME, THE MAIN LINE????????????????? I HAVE BEEN WITH THEM FOR YEARS AND CUSTOMER SERVICE SUCKS! I AM IN CUSTOMER SERVICE ALL DAY, EVERYDAY AND KISS ASS TO MAKE SURE MY CUSTOMERS ARE COMPLETELY SATISFIED. TMOBILE CUSTOMER SERVICE WOULDNT EVEN LOOK INTO "THEIR" MISTAKE!!!!! VERIZON, HERE I COME! OH AND ONE MORE THING, PRIVACY IS BULL WITH THIS COMPANY. MY MOM WALKED INTO THE STORE AND ASKED FOR A PRINT OUT OF "MY" ACCOUNT INFORMATION AND SURE AS HELL THEY GAVE IT TO HER!!!! THEY TOLD ME I NEEDED A PASSWORD TO SECURE THE ACCOUNT, HELLO I ALL READY HAD A PASSWORD AND MY MOM DOESNT EVEN HAVE THE SAME NAME AS ME.MY SON CALLED TMOBILE AND ASKED THEM QUESTIONS ABOUT THE BILL AND THEY SPOKE TO HIM. ITS FUNNY WHEN I CALL (THE PRIMARY HOLDER) WHY DO I HAVE TO GIVE MY SOCIAL SECURITY #. SO DISSATISFIED TO SAY THE LEAST!

    cccarlson 11/27/11 1:19PM
  • terrible service, terrible customer service, can not wait for the end of my contract, believe me, after almost ten years with T mobile, this is the worst.

    Anonymous 11/25/11 7:19PM
  • I use T-mobile prepaid. I set up auto-refill, but it does not work, every month of the 3 months I have been with T-mobile, they cut me off for non-payment, and I have to do a manual/phone call refill. What is the sense for setting up auto-refill when it doesn't work.

    I spend 3 hours going back and forth with them, customer service, billing and tech support. Really incompetent, and some reps are rude and condescending. They don't have access to the screen to view account. Can't confirm set up.

    It has happened 3 months in a row. This month, I even called up 2 days ahead of time to confirm that auto-refill has been set up, and was told to set it up again, which I did. But still got cut-off of service and had to do a manual/call-in refill.

    I have Simple Mobile pre-paid on another line, even $10 cheaper per month, so may switch to Simple Mobile on this line as well--there is no advantage to T-Mobile pre-paid, and not worth the frustration. I need to remember to make the switch before fill up date for next month.

    Every month I am assured that auto-refill will work, and it doesn't. WTF is going on with T-mobile.

    Backbutton 11/25/11 6:08PM
  • I have never been so devalude as a customer in any company I have dealings with like I have with T-Mobile. I'm a single mom working full time while going through cancer treatment, my phone is my life line. I get a txt message on a Friday that Monday my phone would be shut off at my request. I had not received any notice, no warning no questions no trying to work with me just that my phone was being cut off. I called and got the run around and come to find out they said I was roaming too much. They were even going to charge me early termination fees for mine and my sons phones. The did finally agree to wave those and I was lucky enough to be able to get service with Verizon (very helpful and sent my new phones over night so I would not be without service). Then I get a call saying I owed over $700 and that I needed to press 1 to talk to someone. After several transfers and demanding that they transfer me to someone that could actually do something I get to a person that says they are sorry but that I will be getting a check for $36.00. Ok fine. Two days later another phone call again saying I owe over $700 and again I go through the chain of people until I get to that one person (different then the last one) who says they are sorry yes I will be getting a check for $36.00 and they will make a note on my account. But that it won't show up in the billing department until after the next billing cycle. I ask that they please make a note on my account so I won't get any more calls. Guess what? I get another call and this person refused to transfer me through to someone that could do anything demanding that I pay the past due amount of $300 some odd dollars and that maybe I can dispute part of that bill. I asked her why someone would tell me I'm getting a credit and its not noted on my account? She said she didn't know and that she had talked to her supervisor and they had no knowledge of this so called credit. The would not transfer me to the person that could resolve the issue. I'm so upset right now I'm shaking. I had to pay for phones and the start up of services twice now within just a few months and that was money I just don't have due to trying to support 3 people on a secretaries salary. Do they want to buy the phones back? No do they want to try to work with me? No but I do get multiple calls a week yet nothing in paper to detail what is going on. Boooo T-Mobile shame on you for telling me that you would give me service in an area where you know I will be roaming then cancel my service because I'm roaming!

    Eggy 11/25/11 12:38PM
  • Just horrible customer service or non existent customer service for this type of account. Wrong numbers on the website and then you are cut off when they promise to call you back.

    Anonymous 11/25/11 10:52AM
  • Tmobile canceled our service 4 days before the due date because they were owed $6.02, then tacked on reconnect fees. A change of responsiblity was requested in Sept to fulfill a contract so that I could go to prepaid. Even though we talked to tmobile people at least 10 times, the ownership was never changed but they did take my money when I signed up for prepaid--$30/160 min for 3 mnths. What I got out of it was just 30 days service then disconnect. No one at Tmobile cares to fix the situation after being a customer for 6 yrs!!! Sounds like ATT has taken over already!

    Pamela 11/25/11 9:12AM
  • just the worst customer service ever, they are apparently always right and the customer is always wrong. Even when you prove you are right they still will not accept it.

    Anonymous 11/24/11 4:46AM
  • Trying to resolve an issue with the phone replacment program is horrable. All you get is passed around and told please see another rep or company

    Anonymous 11/22/11 11:45AM
  • T Mobile is AWFUL WITH THEIR CUSTOMERS!!!!!!!!!! I have been with TMobile for many years and have speant alot of money with them but whenever I call Customer Service I get no type of help or resolution for my issues from their incompetant foreign reps. I HATE T MOBILE AND WILL COMPLAIN TO ANYONE WHO WILL LISTEN ABOUT THEIR TERRIBLE TERRIBLE CUSTOMER SERVICE!!!!!!!!!!!!!!!

    REDD 11/22/11 10:56AM
  • I use to love T-mobile Customer service, but since Sept 2011 it sucks! After the 3rd month in a row my bill is screwed up they keep charging me for Data and I don't even have smart phones. I loved the feature if T-moble was busy they would call you back instead now you have to be on hold for ever. I have called Sept. Oct. and Nov. only to see Data billing added even though when I have called they say it will be taken off the next bill. Instead they keep charging

    I hate to leave T-mobile after 5+ years but unless the Customer service improves my bill & comes back to USA reps it will leave me no other choice :(

    Irishgogirl 11/21/11 6:49AM
  • he problems I had with t-mobile are multiple, before i list them i recommend everyone to write their congressperson regarding t-mobile's unethical 200 contact ending fee; Especially since their overall service sucks. PLEASE don’t just complain here write blogs about your suck service find others who would hyperlink your blog(s) to their “t-mobile sucks” blog. They will keep doing this until a lot of people complain like Netflix or bank of America. I deal both idiots and complained and/or cut back on both with everyone else and we all see what happened to their cost increasing measures.



    1. The phone I originally had always, always dropped calls or lost reception I called in to cancel and T-mobile offered me a new 4g phone that was even worse.



    2. The new phone dropped even more calls, couldn’t get on the internet (while I was standing still in the middle of Lincoln park (chicago), texts would not go through. Whenever I tried to use the camera for video or picture, the camera would literally reboot itself! It got to the point, that I use it for a portable storage, and maybe, occasionally texting, whenever I felt lucky.



    3. I contacted t-moblie via online twice, and their online representatives are terrible, they skate around the issue and don’t care if you threaten to cancel! Why? Because they know you will not because you don’t have the $200 fee to cancel. I did (ha ha) and the reason I had to pay it was because when my first phone went down due to battery (had to charge it every hour after a year) and service issues they wouldn’t send me a replacement without signing up for a new contract. PLEASE DO NOT Re-up with t-mobile with they give you this option!



    4. After they lousy service I simply decided to cancel it but never got around to it I missed a payment so I called into pay it and cancel the phone. At this point September 2011: I had enough of the suck service, and paying for internet - I couldn’t connect to, a phone in which I couldn’t call anyone (4 minutes of use for the month to the point of cancel sept 14), a camera that didn’t work the phone rep treated me like a deadbeat! I stated my intent to pay the balance and the cancellation fee. All she kept asking me was if I was going to pay the balance today I felt like I was in a SNL skit! I finally told her that I need to talk to a manager because The rep wanted me to pay for the balance and then send me to the cancellation department. That is code for “getting the idiot customer to stay” like they did with the aforementioned new phone t-mobile gave me. I told her “NO” I want to pay the whole thing at once (yes they can do that) and I walked to talk to a manager she then again asked if I would pay the balance, I said “manager, manager, manager, manager” until I heard silence on the phone. The rep was still there not speaking, until I cussed (b-word) knowing that when dealing with call centers. If a person puts you on a “silent hold” meaning the rep doesn’t have you on that music hold , waiting for a manger, they are waiting for you to do WHAT THEY WANT TO DO; so with that word she said “WHAT?!” I responded by stating “I said I wanted a manager didn’t I?”



    5. I finally got a manager who reiterated that $200 cancellation fee and was quick to process the payment, after I shut her down with her “maybe we can get you a new phone” speech. I explained that the matter got worse with the new 4g phone that I got when I resigned with t-mobile, and that a new phone would not help me, because I was simply done with them. Payment was recorded and sent and after like 17 minutes with the rep, 5 minutes with the manager and my account was closed for good.



    Unfortunately, now T-mobile has to deal with my eternal complaining to congresspeople and better business bureaus, etc through posts and blogs, just because they DID NOT honor their contract. And that’s what all the complaints against t-mobile are about, You sign a contract, you pay for services that should be rendered, t-mobile doesn’t do that at all. In fact, I am contacting my congressman and asking he put forward legislation to do away with such cancellation fees, if you have complained constantly about lack of service. Like a “3 strikes rule” allowing us to cancel without such a hefty cancellation fee if we the CUSTOMER, cannot get satisfactory service, and have complained 3 times regarding major issues with our phone service. Why should we pay from something that doesn’t work? My parents never did so, neither did theirs when did we just accept what we were given, and pay through the nose for it? Would you go to a restaurant three times if they gave you bad service, or couldn’t get your order right three times? No. T-mobile can have their 200 and lack of service, I will complain until the cows come home, I will create a blog stating exactly what I have stated here.
    http://rundontwalkfromgettingt-mobile.weebly.com/

    martinp 11/19/11 8:43PM
  • They are the absolute worst customer service I have ever dealt with. It took over 2 hours to finely resolve a simple issue I was trying to change from flex pay to prepay I was told that they didn't have any information on my account even though I have been with T mobile for about 2 years with same numbers and everything. After 1 hour and a 1/2 and having to speak with a supervisor it finely was straightened out. That is absolutely the worst customer service experience ever T mobile needs to revamp the whole department,between very,very ,very bad reception and very poor employee customer relations it was a nightmare,something needs to be done before T mobile lose more customers to other carriers with better customer service!

    conklinplayer 11/19/11 8:42PM
  • The customer service is really worst. I wait for more than 50mins (Trust me) and no one answers. I was really mad then hung up the call. i dont want u guys to stay on this service

    GZ 11/19/11 11:58AM
  • Its impossible to get a human being to talk with to fix my account problem. The service is VERY VERY bad. No one in the STORE where I bought the phone was able to help me. I'm planing to move to another company.

    Anonymous 11/19/11 11:41AM
  • I don't know what happend over the past year but T-mobles customer service has really took a nose dive. I can bareley understand the representative I'm speaking with most of the time. The wait time to talk to someone has increased dramaticly

    Anonymous 11/19/11 10:01AM
  • Poor coverage in upstate New York. I recently moved to upstate NY from Chicago. T-mobile coverage map shows moderate coverage in my area, however this map is misleading because there is no signal and it is possible to call or receive calls. I called several times to customer service, they promised to fix the problem, but never did. I spoke with a manager,he said they know the problem are not going to fix the problem or install new tower. They ask now $400 for cancellation fee but refused to fix the problem. Very dissapointing. They should not deceive customers.

    Mark 11/18/11 5:18PM
  • Just got off phone with T-Mobile. I have been with them forever..they called grandfather plan. Today I finaly view the bill that they charged and found out that they charged $4.99 every month without informed. They said they texted but I've never received. The representative removed it for this month but I could not get my money back from they started to charge my account. They are sneaky corporation just tried to take every penny out of their customer.

    Anonymous 11/18/11 12:47PM
  • Been with T-mobil for almost 6 years.
    Two years ago I add three more lines.
    On Oct 1st 2011,all lines started having problems when at home, worked OK outside home area.
    Call they said the tower had a problem and they would have it fix'ed in 24 hour.
    But they did not, call back two days later and the notes on the account said they would need to add another tower.
    That tower is 1 mile from my house, so the CSR opened a new work order, now 48 days later they still have not found the problem.
    We got new service from another company on three lines and I'm useing the 1st line I had, just not at the house.
    T-mobil has yet to get to the cell tower to even try and fix the problem, I know as I have been checking the tower on my way to and from work. Just a block away from the way I was going before. It has a sand driveway so any person going into, you could tell. Two weeks now I keep checking, nothing.
    I'm now call them twice a day and the CSR's are reporting that they still have not found the problem. Would help if you went to the tower and tried.

    Mad Mac 11/18/11 11:47AM
  • I've been a customer with t-mobile for 5 years now, and they used to have a great customer service, now it takes 10 minutes to navigate through to a representative because their stupid automated system does not give you any options...
    After I finally got to a representative to update my credit card information it took her another 10 minutes and she could not open up my account!! The worst part was that I could hear a lot of background noise!
    I gave up and told her that I will do it online because I cannot waste an hour to try to update my billing information.

    marctx 11/18/11 10:13AM
  • Took me 10 months and six calls to customer service to figure out the yeahoo at the store removed text messaging from my plan when I upgraded to a G2. Who in the h__ would do that?! Always had texting before! $190 a month. Wtf!!! Not one customer service rep could tell me why my damn bill was so high! Customer service are all overseas now and try to pump you full of sand. Offered to fix a $500 ripoff with a $100 credit! For a customer that's been paying them since 2003. Polled all the customers and reps in their store not one would delete text messaging from their plan. Reception has sucked for the past 6 months. And overcharged $50 a month for 10 months. I'm beginning to hate them as much as I hate att!!

    Doodlebugs 11/17/11 10:34PM
  • i wanted to upgrade my phone they sent the wrong phone i took it to the post office to send it back they say they havent recived it yet since august 2011 yet am paying a high bill for a phone and service i dont have and have to pay it for two years bad

    rose 11/17/11 7:11PM
  • T mobile has the worse customer service policies. A 10 year customer with 4 lines and they are charging me for a full month of service when I finally switched to Sprint, because I couldn't get a signal at my home! They refused to pro rate the month so they want me to pay for a full month although I had 2 days of service on only 1 phone.

    Anonymous 11/17/11 3:09PM
  • im getting charged $67 this month for roaming the web on my cell phone using my own home WiFi!! what kind of crap is this...what can i do? i called them they said they can't do anything but put a block...i still have to pay I'm now writing a letter..T-mobile is AWFUL

    sarababyy 11/17/11 1:49PM
  • I have been with T-Mobile for 10 or 11 years.I did not have a contract for a few years before I decided to to leave TM for ATT. Within the month I decided to return to TM. Prior to leaving they offered me many many free phones. Well now that the plans are lower the phone cost is ridiculous. By the time you pay well over a hundred dollars for the "down payment" for the phone then add 10 - 20 dollars for several months the phone comes over 500 dollars. I know they have to make money...but this is crazy.
    I wish I didn't leave ATT.
    I have talked numerous times to the customer service folks and there's nothing they can do. I have a phone that I bought on craigslist about 3 years ago...it's ready to croak. I've been trying to locate phones and fear they won't work and I'll loose money. I have been contemplated paying out of the contract....as it would be cheaper than trying to purchase a phone. I'm so disappointed in TM.

    4236768537 11/17/11 11:23AM
  • I have been a happy T-mobile customer for 9 years. Very unsatisfied for the past 1 year and ready to cancel and switch!

    Reason #1 price: I signed up my son last spring and they talked me into switching my low grandfathered price plan $50 single line with unlimited everything to a "FAmily Plan where I would save more" price is now shocking $180 for 2 lines, 1500 shared mins, unlimited text and data

    Reason #2 locked in agreement: Unless I want to pay $400 to cancel both phones I'm locked in ....don't forget I have been a customer for 10 years! and they still want to charge me a cancel fee

    Reason #3 not really unlimited: The unlimited data only goes up to 5G then they slow it down.

    Reason #4 they care for new customers rather than loyal: I tried to switch my plan (realizing I would have to sign another new 2 yr agreement) but the plans they give new customers are not available at the same low price for existing loyal customers. Also I would have to pay $200 each phone migration fee and $35 each activation fee....that's $470 to switch plans ....well that they only offer to new customers. Hmmm

    Reason #5 time to switch: I checked into it, and if I go with Metro PCS or Boost Mobile for 2 lines with unlimited date, talk and text.....I can save about $80/mo. That's $960/year, I think it's worth it to break 2 contracts with T-mobile for $400.

    Reason #6: Tried to contact online chat when I wanted to reduce my bill .....chat not available or too busy at that time.

    T-mobile -- You need to make changes and listen to your valued customers because...... You just Lost Another One!

    Mo-Town 11/17/11 9:42AM
  • I AM SICK of the outsourcing of 411 calls. They don't understand the American accent, esp the southern accent, have to constantly repeat what you want and then they tell you there is no such listing even though it is clearly there.

    Anonymous 11/16/11 8:05PM
  • For fourteen months I have not been able to get cell phone in or around my house. This is where I use the phone the most. I had to get a landline so know I am paying for two phones. Many calls, letter to customer relations-they don't have a phone number-a phone company that doesn't have a phone number to customer relations-that should be a tip that they have horrible customer service. Well they won't waive the hefty cancellation fee even though I can rarely use my phone. It has been a nightmare!! If they can't provide a service I shouldn't have to pay for it!!

    frustrated 11/16/11 7:47PM
  • HELLO WAKE UP DING DONG i am with you guys from 6 years and 4months. Give you $1200 worth revenue each year . And when i call customer care service they dont know anything even ACCOUNT SPECIALITIES tells you lie when you do conctract. HOPELESS AND UNTRUSTWORTHY. Rest what to write dont feel even waste a single min on t-mobile. Put me on wrong contract for 2 years.

    blue_raj 11/16/11 6:25PM
  • T-mobile Customer since 2005.

    TIP: When contacting costomer service for any company opt for the Live Chat feature over a phone call and print out your conversation immediately.

    My particular issue was with CSR's claiming they had no record of prior calls for changes that would have reduced or credited my bill.

    Today I decided to chat with a CSR so I would have record of my conversation. The first CSR claimed to have no record or "notes" showing I had made prior calls about the issue. She refused to work with me on crediting my account for their mistake. She copied and pasted answers and ended the chat before I was finished.

    I went back on and chatted with a different rep, she contradicted what the other rep said and was able to provide the date of my moste recent phone call.

    Finally I have evidence that I am not a liar I am not trying to pull one over on them. I would just like for them to follow through with what they assured me they would take care of. I think that act ic called CUSTOMER SERVICE.

    Anonymous 11/16/11 5:15PM
  • WOrst Customer Service Ever!!! All I needed to change is my plan, spent 40 minutes, 7 different Representative, no result!

    Julia 11/16/11 9:21AM
  • UGH!! T Mobile and the T Mobile C7 Nokia Astound. Both T Mobile & Nokia "SUCK" to many complaints to write about, First screwed out of T Mobile rebate, than sim card wont work with the new phone, phone freezs up, months of calling T Mobile and several walk throughs to fix the phone only to the phone fail again, finally after begging and pleading I got a new phone, same problems and more, can't answer incoming calls, at times can't call out. Very disapointed, cost only $400.00 to cancel contract. They SUCK in a BIG way.

    Lwood7824 11/16/11 7:56AM
  • I was charged on per pay use data that I've never added to my plan.I've been using wifi to access internet from my phones for years. I contacted customer service who was very rude by calling me name!!! They didn't want to adjust the charge. The customer service was lying said that the notification about this feature was sent through email or text. I have never received any notification in any manner. It's sneaky business to made any change on customer plan without authorization.

    Angela 11/15/11 3:28PM
  • I have the same problem about web data from Tmobile. I used to access Internet through my wireless router by using wi-fi function from my smartphone for years. Now I suddenly received a bill for Oct. with an extra charge of $ 50 plus taxes for using web data. I don't even know what is that and where it is coming from. I called customer service and they told me that the web data service has been added to my plan. I am very upset because they did not inform me before do any change to the existing services. They don't want to adjust or reduce the charge. Tmobile is very bad business practice. I think we, as customers, should look for legal advices and should file a suit against them.

    cana 11/15/11 1:50PM
  • i have call T-mobile service for 10 times and my over charged issue is still unsolved. Even when the customer service person ASSURED me that everything was taken care of, at the end of the month, I still have to pay the exact over charge.
    T-mobile is a big company, why do they have such bad service?

    Anonymous 11/14/11 9:11PM
  • THEY HAVE THE WORST SERVICE!!!
    I was overcharged by $50 for data plan when I don't even use it. Now my brother also gets charged the same thing. It is a rip off. T-mobile have got to deal business with more ethic!!!

    Angry customer like everyone els 11/14/11 9:06PM
  • Why does T-Mobile attract so many spam texts and phone calls? I bought a T Mobile SIM card with pre paid time only to test a GSM cell phone I will be taking to Europe. In one week I have had dozens of spam texts and solicitor phone calls, eating up the pre-paid time. My real daily cell phone is Sprint, and in 10 years I've had less spam than one week of leaving this TMobile SIM card active.

    anonemoose 11/14/11 6:22PM
  • My name is Jane Moore, and I got a Tmobile Comet for my birthday. My neice (who gave it to me) said that I could trade it in for a larger model that might be easier for me to work, because I am handicapped. So I took it to the store (which is half a block away from me) the next day. I talked to a girl who didn't make much sense, but didn't trade it in. I went back a month later to be told that I couldn't trade it in because I had used it. So, did the first girl discriminate against the handicapped? Everyone else has treated me like a regular individual.

    yane7 11/14/11 12:57PM
  • I wanted to request a "change of responsibility" on my account. The phone was in my son's name and since he has switched to another carrier, I wanted the account changed to my name. This took several different tries because I was disconnected several times and gave up. Yesterday I decided to stick it out not matter how long it took-- it took 39 minutes! The customer rep was polite but I have to admit that I had a lot of trouble understanding her English. There was also a lot of noise in the background. I am sure that it was a phone bank but there was also a lot of laughter. The phone connection was very bad and I kept missing whole sentences. The whole conversation was an unpleasant ordeal. I don't understand why this cannot be done in a T-Mobile store where I can actually talk to a person face to face. I also received a voice message from T-Mobile later that night wanting me to comment on my service. The message was "If you are the person who called customer service today---press 1 for yes." I pressed 1 and then that very same message was repeated 8 times. It never did go beyond that so I hung up. I think you can do better than this.

    frustrated 11/14/11 12:33PM
  • t-mobile is trying to rip off customer by automatic add web to go and charged $1.99/MB

    Last month i have to buy over $75 for web 2 to go (even unlimited plan only cost $29.99). I called them and ask for adjustment but they said "they couldn't do any adjustment due to billing cycle is closed"

    I can't believe it when i view all the usage:
    1:52am .5mb
    2:52am .5mb
    3:52am .5mb
    ........

    it's going like that. Half megabyte every exactly an hour (always at "XX:52 AM/PM)

    whitebeast003 11/14/11 11:50AM
  • I have been a T-mobile customer for about 3 years. I was having problems with my phone so I called technical service. The number one problem is that I spoke with a young lady whose English was not understandable. She told me to mail my phone to a return center in Fourth Ward Texas. I repeatedly asked her Fourth Ward? She said yes. Luckily I looked up the return center address and eventually found out it was Fort Worth. The second problem was that the young lady told me to send my phone minus battery and sim. I received a phone 10 days after without the back. The third problem is that I was supposed to be sent the replacement phone and then mail back my phone. Despite the language barrier, had the young lady followed proper procedure, I would not be in this predicament and I would have known that I had to send phone back minus back cover. Fourth problem comes when I try to resolve the problem by asking for a supervisor because I have been told that I have to go buy a new back for the phone. Had I wanted to do that, which I did not, T-mobile does not sell the back because it is an older model phone. They put me on hold for over 45 minutes twice and then the call just disconnected. On the third try I got a manager whom I asked to either replace the phone with something comparable or find a back somewhere. The Manager told me under no circumstances will t-mobile replace the phone and all phone parts are discarded once they are received. I believe this to be untrue because t-mobile sells refurbished phones. Why would they discard everything when they could possibly re-use it? I am very unsatisfied with the customer service and resolution of this matter. I have written the customer relations department and if the matter is not resolved I am contacting FCC, BBB and any other agency that monitors T-mobile. I will also be dropping their service.

    Anonymous 11/13/11 2:18PM
  • I've had T-Mobile since 2006 and they used to be great. However, when I had to get a new phone in late 2010, I found the service in stores had deteriorated considerably -- unhelpful reps and even one who completely ignored me. They used to have great phone reps, but this time I got a guy with a thick accent, and between that and a bad connection, it was difficult to understand him. Plus, you have to wait for some minutes while the phone tries to connect with your account before it bombs out, and then it will let you choose to speak to a rep, and it was a little hard to figure out this new system the first time. When I dial for a rep, at least give me the voicemail runaround and don't make me sit and watch a graphic on my phone.

    I had to call because since they instituted the $1.99 per-use data fee for those like me w/o a data plan, I suddenly started getting charged for data when I wasn't doing anything but making calls on my phone -- I don't even text. My bill was almost $5 higher for one month. This seems like the same shifty overcharge thing AT&T got in trouble for. It's like AT&T already secretly bought T-Mobile, except I'm not getting the dropped calls like friends with AT&T. Very sad, I guess I'll be switching to CREDO before long when they offer one of those deals to buy you out of your contract. I sure miss the old T-Mobile. (Although at least the rep said he would remove the overcharges.)

    Nuria 11/12/11 7:04PM
  • I WAS A CUSTOMER WITH ANOTHER CARRIER I CANCEL MY CONTRACT WITH THAT CARRIER THINKING I WAS DOING THE RIGHT THING BY DOING THAT I WAS WRONG MY SERVICES WAS SO BAD THAT I HAD NO SERVICE ALL CALLS WOULD DROP WHEN I WAS ON PHONE. I ALSO PAY 3 MONTHS IN ADVANCE WITH NO CONTRACT TAUGHT I WAS DOING THE RIGHT THING I WAS WRONG. I CALLED T-MOBIL ASK TO GET A REFUND AND I WAS NO I DON'T UNDERSTAND WHY I COULD NOT GET MY MONEY BACK I WAS NOT A CONTRACT AT ALL.

    CJKN 11/11/11 8:36AM
  • We lost our iPhone and someone made calls on it to Algeria for over a 1000minutes for over 200 dollars. We informed T-Mobile about this the same day and but before we informed T-mobile they made all these calls. When we called T-mobile about this, they will not give us credit. They are terrible rude to us. We just switched from At&t who had much better customer service -- wish that we hadn't.

    stolen11 11/10/11 7:01PM
  • I have been with Tmobile for over 10 years and I am so tired of the terrible customer service for the last two years basically. This last year it has gotten ridiculous, you might as well not even have a customer service dept. because they are never there to service. A phone call to cust svc could take an hour to complete, at least 30 minutes before you talk to anyone. And then when you do, you get someone who is foreign and you can't understand them, all I want to do is scream. The automated service is horrendous, it can't understand anything either. It's time for me to get out and I'm even having a hard time doing that.

    Rox 11/10/11 12:29PM
  • I will say one thing. I have been with Tmobile for 3 years.
    I have never had 2 reps quote from the same
    rule book.
    I needed a company that wasnt as stringent and I got what I paid for.
    I cant wait for a real Phone Company to set up shop in my area.
    Thanks for the boot in my ass Tmobile.

    Dan 11/9/11 10:47AM
  • this has been a living hell! I ordered a phone and extra line but when I got the reciept in email it was neither the phone nor the service I asked for. I called back and they sent me through two different departments (sales versus customer care) and got the runaround. I got the phones, drove them back to UPS store within and HOUR, and they were recieved back in inventory two days later. That just started the problem. Then they didnt credit me back and I had to call 4 times- each time told it was just pending. Still no credit back on my account. Now the billing cycle ended and I will be auto-charged. Meantime I recieve information that i ordered yet ANOTHER phone - which I had NO CLUE how this happened. Talking to the operators- they seem to all read from a script, promises made, every one broken, what an interminable MESS. This company is completely incompetent and borders on criminal in the games they play with automatic billing!

    Never again! 11/9/11 8:47AM
  • It took at least 10-15 minutes wait and listening to the recorded machine before you would be able to talk to a live person each time. I have received a bill with a different account # that did not even belong to me and was told by the representative that the "account" couldn't be closed until the balance being paid off. I have spoken with 5 different representatives and none of them could have helped me. Different representative told me different reason why this bill was mine while at the same time I have another account with 4 lines there active... They finally told me that I need to talk to my dealer to solve the problem for the bill to be taken care between the dealer and me???
    I felt the representative not being helpful and with no knowledge of searching the answer for the problem. They either created a new scenario with the finding or lied about the fact. How do I know about it? BECAUSE I have spoken with 5 different representatives and they all gave me different answers... After my contract expires, I'll definitely move on with another phone company.

    Frances 11/8/11 9:54PM
  • The customer care of tmobile is actually a customer don't care at all. the people that work there don't even know the services that tmobile provided. talk about making me sign up for an additional $15.00 to my bill monthly for international calling, then later found out that the 2 countries that im making a phone call is not even on the list. in fact i asked for these 2 countries specifically if they are indeed free. Tmobile investors, you should check these people working for you since customer care is a messed up department.

    tmobilenomore 11/8/11 9:34PM
  • I kept saying represenative and it eventually disconnected me. This site says they have lives reps starting at 3 AM PST. I called back at 345 AM PST and still couldnt get anyone. Just another comapny that claims to be the best ever but in reality totally sucks. They have gotten 1261 ratings here on this site on a scale of 1 to 5 and their average reating is 1.7. Thats outrageous when 1 is the absolute worst possible. Truly pathetic.

    Danny 11/8/11 7:28PM
  • Signed up for the new family plan of $49.95 for 2 lines,have paid $162.00 so far only had the plan for 1 month and my bill is $290!!! after 1 freaking month.Customer service reps just say umm,uhhh duhhh waste of time.I will be calling their senior management from the tmobile store.

    Angryman 11/7/11 10:57PM
  • I just simply hate tmobile!!!!!! I had Verizon for 10 years and then they got too expensive so I thought tmobile had a good deal. The money I was supposedly going to save I didn't because they always over charged me even tho I had every block imaginable and I have family allowance! Customer service is terrible and the supervisors are even worst. My bill should look like 170.00 but I have never seen such numbers. It's been 250 and up. My bills have all been inconsistent. I am not even gonna wait for my contract to end I'd rather pay to no longer be with this money stealing company.

    Vero 11/7/11 7:16PM
  • Customer Service has become awful in this company since they route the calls to a Call Center located somewhere in Asia. The managers are worse than the reps., so rude!!

    maria 11/6/11 4:41PM
  • We just made the huge mistake of switching from Verizon to Tmobile. Worst thing ever, can't believe I was so stupid. The phone doesn't work, customer service is in India, they don't speak English and are nasty to boot, found out we can't get service in our area- they lied about it. Now I just want to get my money back.

    Valley girl 11/6/11 10:49AM
  • I am unbelievably pissed right now. I've been a T-Mobile customer for 5 freaking years. This month they screwed me over with a huge bill for the supposed "data" I used, and after an hour of talking to their extremely unhelpful customer service agents, including one who hung up on me after I asked to speak with his manager, NOTHING was done to rectify the situation. No refund, no apology, NOTHING. My contract expires this coming June. You better BELIEVE I am switching to another provider when that happens.

    noelentine 11/5/11 10:50AM
  • Each I call Tmobile service to resolve a problems on the abuse that this company is doing to customers and me particularly, my problem become worst. Nevertheless Tmobile has a good website that gives you the opportunity to do whatever you want. Avoid to call those greed customer services people, use the Tmobile website if you can.

    Anonymous 11/5/11 7:35AM
  • Tmobile has the WORST customer service when it comes to resolving issues and complaints!!

    Anonymous 11/5/11 3:19AM
  • Representative of tmobile hung up the phone while talking to me, what a bad customer service.

    Anonymous 11/2/11 12:00PM
  • Tmobile customer service didnt tell me every thing before i signed up for the plan. After that, they charged me some weird stuff for no reason.

    Anonymous 11/2/11 11:56AM
  • Looks to me like Jenny was impatient and rude, and didn't follow the advice given by the customer service reps. Next time follow their instructions instead of trying to get something done that can't be. You get a lot more accomplished when you don't get angry and act like an b1tch to someone trying to help you.

    Really 11/2/11 10:34AM
  • I paid my bill and because the account holder said to turn it off they couldn't refund my money cause the account holder had to ok this. I Had the comformation number for my credit card and they still say they had to check with the account holder. T mobile sucks. I smell a lawsuit.

    pallmall 11/2/11 2:56AM
  • T mobile has the worst customer service I have ever had to deal with .....

    Anonymous 11/2/11 1:39AM
  • Hi, i was calling earlier today to complain about my cell phone problems, i talked with the lady , she transfer me to the other guy after 15 miniute later , the guy said , Hi, my name is wiillims how can i help you, and ask for my name , when i said my name he hang up and cut the line,...
    that was so rude .. very rude ...

    janga 11/1/11 7:41PM
  • T-mobile has the worst customer service in the world!!!

    First, my phone receives no signal when I am AT HOME, and when I called, they had to transfer me to another representative like 5 times. And the problem was not fixed.

    Then, when I switch to AT&T, they are charging me monthly payments even though my contract had expired for month. And their reason was "there was one phone line that was not officially notify for cancellation, therefore the account is active. Just because you are out of a contract doesn't mean you have no services. So former monthly fee of $90 will be charged every month until you notify us that you want to cancel the number" which is ridicules because the sim card of that number was already destroyed and that number was NEVER used after day the contract expired.
    And after I try to explain to the rep. she just hung up on me which is extremely rude and totally went against the point of customer service.

    by the way, I had been with T-mobile for about 6 years, and apparently that is how they treat loyal customers who had been paying $100 dollars a month for 6 years.

    Tmobile SUCKS!!!! 11/1/11 7:34PM
  • The worst in the nation. Reps misrepresent products, mislead the consumer, do not honor DO NOT CONTACT requests, absolutely the worst cell phone providers in the nation.....

    disgusted w TMOBILE 11/1/11 9:45AM
  • I have been a customer of Tmobile for almost 4 years,i've always had @ least 4 phone lines.Last month I forgot to pay my bill, so they suspended my service, I immediately,within 7 hours of the suspension,called and made the payment over the phone and had service restored.When my new bill came there was an additional $80.00 owed for the reconnection of all 4 of my phones.I called and spoke to a manager @ Tmobile,Steven, and he was not willing to adjust those charges. I feel as though being a customer for 4yrs they could have waived those charges, or adjusted them down from $80.00, but they were unwilling to do anything, so therefore I have disconiued my services.Also the reception in the Hazel Green, Al area was terrible

    Lil Sis 11/1/11 9:02AM
  • the call center just repeats what you say
    and takes forever to get an answer to your question

    example:

    Me:I have a problem with my bill
    call center: I understand the reason for your call is that you have a problem with your bill is that correct?"
    me: yes
    call center: I will be happy to assist you with the problem you say you are having with your bill. May I assist you now?

    Tigger 10/31/11 1:05PM
  • My service has been out for two days in ct. Someone needs to work on this and let customer know what is going on.

    Anonymous 10/31/11 10:25AM
  • i cannot beliave tmobile service is soo bad..theey just hang up on me ...the lady just want me to pay..i couldnt ask her anything...tmobile worsest service...the atutute is so bad wt customers

    Anonymous 10/31/11 8:50AM
  • Worst customer service over the phone.It takes a very long time to reach live customer service,most of the time you can never reach them because of these answering machine asking a lot of question,time consuming.I always go to a dealer to call the customer service but it will be the same procedure.I spent gasoline,precious time just to talk and solve my problem with my phone.My blackberry cellphone was replaced 4-5 times but the same problem keeps on coming back like call dropping,always call failed.Replaced my phone,4G SENSATION pls,pls,pls.THANK YOU

    Anonymous 10/31/11 8:24AM
  • This is an update to my T-mobile situation. I have been a T-mobile customer in the state of California ever since T-mobile arrived here. First I started with 5 prepaid cell phones then afterwards I had 2 paid lines for my smartphones. Well the horrible experience started when I had paid service for my smartphones.
    When I first got my smartphone I was told that it was a 4g phone. However I later discovered that wasn't the truth and in fact it was just a normal 3g phone. I also had several major problems with that phone not working cutting out etc. Well T-mobile said I couldn't get another model and they would only send the same smartphone style etc. Well I had problems again with that phone.
    So I then purchased another phone the Samsung Galaxy. 4g.... I worked great for the first few weeks then starting acting up. I called T-mobile and they immediately sent a replacement. They also said if I had anymore problems I could cancel my contract without any penalty cost. Well I did have problems with both smartphones not working properly. So I sent them back and canceled my service. Well I now have been receiving bills that are almost $1000USD. However I wont pay a penny. They have now put my account in collections and call two or more times per day wanting the payment.
    T-mobile USA is terrible and employs horrible staff many of which are located in the Philipines. They speak very poor English and lack education and manners. I would never recommend this company to anyone. And for those of pay off the termination fees: If more people had Guts and wouldn't pay T-mobile maybe they would get the point that we as customers are pissed off.

    Monterey Peninsula Guy 10/30/11 5:24AM
  • Since I've exchanged a cell phone that wasn't working properly, and under warranty, each billing cycle I am charged $20.00.I inquire about it, it is removed. The next billing cycle it appears again. This time representative gives another ridiculous story about exhange fees (for what! a phone that is under warranty). I would cancel but due to contractual obligations I cannot. Unless I want to pay a hefty fee. As to this date I have not resolved the $20.00 issue.

    gswwiggins 10/29/11 9:02PM
  • T-Mobile should not be allowed to advertise on national TV. My experience with them has been completely negative. Their coverage is totally unsatisfactory, their online support is stupid beyond belief and their voice controlled customer service menu is a joke. My cell phone is worse than useless in so many areas that I have found that I am better off with it.

    Sad to say, that I stuck with their contract for another 4 months, then I am outta here.

    T-Mobile is a total ripoff.

    talloccyclist 10/29/11 8:52PM
  • I too have been a loyal customer because of the good customer service. Tonight's call was a nightmare and a rude awakening to the changes in T-Mobile's customer service department. I'm out.

    Anonymous 10/29/11 6:40PM
  • I'm a long time customer and was prepared to rant about the hoorible service I've receievd in the past couple of weeks (online and on the phone). However, now that I think about it I think it's best to move my service all together. I wish all you existing Tmobile customer all the best with the TMobile/AT&T coupling! I'M OUT!!!

    Anonymous 10/29/11 3:48PM
  • After several calls into the Customer Loyalty department I finally talked to a supervisor, he informed if I don't stop calling he was going to file harassment charges against me. Nice way to treat a customer of 11 years.

    gus 10/29/11 10:56AM
  • They keep hanging up on me, giving me an attitude and are just overall stupid. if u think of switching to t-mobile don't 1!!!I bought a new phone and i had to switch it 4 times and now another because all of their phones are messed up!!!!!! They keep hanging up on me and wont even let me talk!!
    BIG ATTITUDE PROBLEMS!

    Anonymous 10/29/11 10:23AM
  • MY CALL IS ROUTED TO PHILLIPINES AND THEY HAVE BIG ATTITUDE PROBLEM, THEY DONT KNOW WHAT THEY ARE TALKING ABOUT, AND VERY VERY RUDE, THEY HAVE HUNG UP ON ME SEVERAL TIMES, PLEASE HAVE CALLS ROUTED BACK IN USA.

    AL 10/28/11 1:38PM
  • HORRIBLE CUSTOMER SERVICE SUPPORT. THEY DOESN'T KNOW WHAT TO DO AND DOESN'T HELP, THEY ARE IDIOT UN-PROFESSIONAL.PLEASE T-MOBILE HIRE PEOPLE WHO KNOW HOW TO HELP !!!!!!!!!!!!!
    WE PAID THE BILL SO YOU SHOULD GIVE THE SERVICE!!!!!!!!!!!!!!!!!!!!!!!!!!

    sara 10/28/11 8:38AM
  • Four months into our contract, we deeply regret choosing T-Mobile. Every month brings new calls to a "service" agent to dispute charges. Some have recurred monthly because the last rep did not actually cancel or block a service, despite assuring us it had been done.

    Third party charges can be blocked - but nobody let us in on this secret until the 2nd time. Slacker Radio has been cancelled, says the third rep in three months. But it is still on the bill.

    It is clearly endemic to T-mobile - bill first, make it hard for the customer to get out of it (the service they never wanted) later. Some agents have been kind and helpful individuals, but the company clearly sets up an environment of underhanded billing. Very shady. I recommend you avoid T-mobile if ANYTHING else is available. But read a review of that company first, too, of course.

    x 10/28/11 8:08AM
  • Up until about 8 months ago, I used to recommend T-mobile to anyone and everyone who would listen. I thought the had the best plan options and their CS prior to that time was great. Now however, I would advise anyone and everyone to run for the hills away from T-mobile. They have become one of the worst if not the worst carrier for CS available today Stay clear of T-Mobile

    Anonymous 10/27/11 5:12AM
  • Very frustrated with T-Mobile service. I'm a 10+ year customer. Used to be very happy, but this year it has become worse and worse.

    smtin 10/26/11 3:32PM
  • Well, I got lured in by those “great family plans”. I did not want data on my plan, because I simply do not need Internet on my phones. Guess what, T-Mobile recently announced, data is available for everybody, does not matter what your plan is, you pay what you use. I told my wife, just watch, several extra bucks will start showing on our bill, if you start stealing several bucks from several million people, it is a serious deal, but is not likely that most of them would complain. And it started. I went to talk personally about the theft in one of their offices. I told them I have signed a contract with no data, I do not want data, I do not use data, and I do not want to pay for data usage. And I requested the data to be blocked for my phones. Amazingly, they told me data cannot be blocked, and I have to call some representative somewhere to discuss the matter. Pathetic! A primitive scam, but works. I still have several months left on my plan, and Farewell T-Mobile.

    Peter 10/25/11 6:37PM
  • After spending a long time on the phone explaining several issues - no service for a week, international data roaming charges when service was turned off, etc I was given a credit for the data charges. Too bad about no service for one week overseas (Germany only - worked fine in three other countries). When the credit did not show up I called back to inquire. Told my complaints were not in their records, and although they believed me, they had to go with their records and deny any credit since 60 days since the original bill. All I wanted was $28 in credit and no way! Kept on hold for a long time, total call to inquire 45 minutes and no resolution. Also, my daughters phone stopped working after 2 monthes.It was replaced for $20 under warranty.

    unhappy 10/25/11 5:15PM
  • Yesterday I was contacted from one of the T Mobile Reps about transferring from a Flex Acct to a Prepaid Acct, however no one had told me that this would take effect IMMEDIATELY(the next A.M.) and that I need a refill card immediately, even though the WHOLE MONTH OF OCTOBER was already paid for. This morning at 8 am due to T Mobile’s BAD PROJECT MANAGEMENT and BAD CUSTOMER SERVICE I was not able to take my calls related to my job nor had the opportunity to pick up one of those refills cards. I spend over 45 minutes on you customer hotline being transferred about 4 times and received the worse customer service possible (until I finally hung up).
    Basically T Mobile DEPRIVED ME from using the Service I HAD ALREADY PAID. How can T Mobile’s Project Management be so BAD that they would transfer (loyal) customers to an “empty” account (no balance) WITHOUT A WARNING and most importantly from a service which was already PAID FOR. I am frustrated, pissed, upset and frankly disappointed in their incompetent customer service. And it’s not the first time either that I received BAD SERVICE from T Mobile: long waits in the customer hotlines; constantly being transferred from one person to the next and not getting the help you need; unfriendly staff etc. I am usually avoiding the T Mobile Customer hotlines due to the bad service in the past but this time there was no way around it …. And of course they didn’t fail in giving me the worse most frustrating service possible…..
    I don’t understand how T Mobile expects to retain customer satisfaction and LOYALTY with a service this miserable

    LACPL 10/25/11 4:57PM
  • I have had 3 defective Blackberrys in the last 18 months. The last replacement was sent in June and now the screen is flickering and you can't see emails. When I contacted them, they refused to replace it, saying the warranty from the June phone was only good for 90 days. (Keep in mind they have a 1yr manufacturer's warranty - which T-Mobile gets!)
    I have had 3 defective BlackBerrys in the last 18 months. The last replacement was sent in June and now the screen is flickering and you can't see emails. When I contacted them, they refused to replace it, saying the warranty from the June phone was only good for 90 days. (Keep in mind they have a 1yr manufacturer's warranty - which T-Mobile gets!)

    I spent close to 2 hours on the phone, talking to 6 different people and they refused to replace the phone OR to cancel my data plan (since I couldn't see my emails/internet). When they transferred me to the 5th department (which was where I started), I was done!

    I have been with T-Mobile for more than 8 years, but will absolutely be canceling my plan in Feb (if not sooner)!

    DWOOLF 10/25/11 1:16PM
  • 8 months untill mycontract is over,too bad losing 3 paying customers.

    Anonymous 10/25/11 12:00PM
  • I have been with t mobile for more than six years. the black berry 8920 has been returned more than 8 times . When addressing the problem they just said all we can do is keep offering you the same phone. This is not service it is slavery to a defective phone .

    Anonymous 10/24/11 1:48PM
  • absolutely horrible customer service! my account has been screwed up for almost three months - they keep billing us for the wrong plan, and after almost 6 hours accumulatively on the phone with customer service (nice people, but ineffective) - it is still not fixed! i sooo wish i could change carriers, but we are stuck in a contract. in two years we will be switching. if you have a choice - look anywhere but t-mobile.

    bal 10/24/11 12:38PM
  • I have been with Tmobile for 9 and 1/2 years. Today was the end of the straw with the bad customer service. I first talk to some guy name Ivan who did not seem to know his own name never the less information to help me. I wanted to suspend one of my lines becasue my child is going away for school to China for 2 years and they told me that the only way I could do that is if I was to pay $200.00 cancellation fee. No other phone provider required this and then I said i will cancel my entire plan and they said will be $200.00 epr line, if I was to hit the lottery tonight I would tell T-Mobile what to do with there service. There customer service department has gone very poor lately and if anyone can let me know how I can get out with paying the $200.00 please let me know because I wil drop T-Mobile in a flash............

    T-Mobile Stinks 10/23/11 4:51PM
  • t-mobile regular postpaid monthly customer service is okay

    prepaid aka to-go customer service are terrible. when you do number porting to an existing account already earned a gold reward status and 10c/min plan, it'll get reset and you aren't getting much help from those indian call centers.

    sucks big time tmobile prepaid. run away before you dump $ to them. imagine your time spent over the phone talking to indian support centers, it's not worth saying a few bucks.


    sean 10/23/11 11:53AM
  • I Cancel. A line on my phone I pay my bill but now I got to pay another. Bill on the 22of November. For the other line and then pay for disconnect. Fee I thought I just had to pay for one line then pay for disconnect. Fee i

    gary@gmail.com 10/22/11 8:02PM
  • I paid $107.00 for pay-as-you-go and sim kit. T-Mobile got my address wrong and I never got it.

    I called Customer Service and the lady said that in order to help, she would need me to verify the (incorrect) info on file.

    How could I do that? She just would not refund my money and refused to do anything about it until I came up with whatever incorrect info they had on me!

    It seems like an easy way to swindle people

    rabu 10/22/11 4:04PM
  • I was a T-Mobile customer for more than a decade. At the time of my enrollment I was drawn to a great government rate of $9 monthly with 500 free minutes. And as time went on, I noticed that my bills began to slowly escalate but it didn't dawn on me until this month to investigate why. I just thought that my 1-300 dollars monthly bills were legitimate due to inflation and the economy. Turns out I was being billed 45 cents for every minute and a whole lot of add on charges. This situation certainly needed to be assessed and only now I realized it. I feel like a dummy who just woke up and smelled the roses. I now have a different carrier which I only pay 29.99 per month with unlimited minutes. After my new carrier switched my to theirs, T-Mobile sent me a bill for a contract cancellation fee of $200 and $73 for usage charges. Talk about a RIPOFF ORGANIZATION, this is it!! No doubt about it.

    dasyhard 10/21/11 11:55PM
  • I've been with Tmo for 6+ years now. At first, it was a great switch considering I moved over from Nextel. Now? I consider them to be the biggest pieces of crap EVER. Insurance charges are over 9 bucks a month now, they changed my billing date without ANY prior notice (although they claim that I should have gotten a letter...never happened), EVERYTIME I call customer service I'm on hold for 45+ minutes (no lie!) and the icing on the cake? That EVERY TIME I CALL I get India (where 95% of them don't understand what I'm trying to say)...but if I press "2" for "customers looking to open a new line of service" I get someone in America...in under 3 minutes. Now, if that's the THEE crappiest customer service ethic, then I don't know what it. You'd think Tmo would have a little more sympathy for their existing customers considering we've stuck it out through the AWFUL changes over the years. I'm highly considering cancelling my contracts...the $400 in cancellation fees is fine with me - I can't put a price on my sanity. HEY TMOBILE! If your customers are more than willing to cancel their contracts just to get away, DONT YOU THINK THERES AN ISSUE?!?!

    xxx.dnb.xxx 10/21/11 10:58AM
  • T-Mobile charged for full month when I closed the account after 10 days

    14 years as a loyal customer!!!

    I had the family plan. I was told by a T-Mobile rep that once I closed my account (switched providers with my phone number) as I was the primary account holder all accounts under me would also be close.
    1) I did just that (followed her instructions).
    2) As soon as my number was switched I was unable to log into my T-mobile account online to verify or pay anything.
    3) Not only did they bill my (switched) phone number to the end of the month, but they continued to bill full price for my kids lines (I did not switch their numbers, I wanted it closed as my son wanted a new number).
    4) After 14 YEARS of being a loyal customer I have now have a collection agency calling me every day for $550+ dollars (legal & collection fees) all due to wrong info from a T-MOBILE rep.

    P.S. I was told by the collection agency is you have a past due/amount owed you will continued to get billed even after closing the account. etro PC's is who I use now, $50.00 a month unlimited everything, excellent coverage and customer service! Paid by the month and NO HIDDED fees or terms. Wish I would have switched from T-Mobile sooner!

    linneloo 10/21/11 7:01AM
  • I had my due date changed without notice by tmobile...on my due date they cut off my service and claimed that because they texted me that my bill was past due...I have to pay $120 reconnection fee. They also claim they are trying to match ATT policy (since they are planning a merger) So now they are screwing customers. Congratulations. I guess we haven't had enough corporate malfeasance and or abuse in this country...now tmobile wants to jump on the bandwagon

    kiki66 10/21/11 6:41AM
  • I have been with T-mobile for 10 years! They use to be the number one cell phone company and not to mention my very first cell phone service! Recently T-mobile has really disappointed me in a big way! First they changed my billing date without prior notification. Secondly, they have rude people answering the phones. Thirdly, they raised my bill up so high that I can hardly afford the most important things in my life, such as, gas, meds, groc., clothes and copays for Dr. visits! I have never paid late charges since I had my two lines, now my phone has been cut off for 8.39 and I had to pay over60.00 in late fees! I am going to get the hell away from T-mobile when my contract is up!! Taking suggesting from anyone, who can give me a real good cell phone company and have been with that particular company for at least 10 years! Highly PISSED!!!!

    aggravated1 10/20/11 5:20PM
  • I have been with t-moblie for 10 years and it was really great up until this last four months! They switched the date on my bill without notification which cause my phone to be suspended 3 times and they charge a 20.00 reconnection fee everytime and I have two lines! The other thing that is annoying is they send all the alerts to the other phone which is not the primary account holders phone! I will call and talk to customer service and very rarely do i get some one who knows what they are talking about, they are usually in India! I am so not happy with Tmoblie and will be switching me and my other line to a different company since I do not have a contract!

    luckyblu 10/20/11 11:26AM
  • T-mobile is horrible. I went into the store because my phone was stolen and my son's broke-was told you will need to buy an upgrade and extend your contract. Got home and called customer service-they wouldn't even do anything-because I am not an authorized user. When we got the phone to get our state discount they said to just use my husband's-hate T-mobile-never again.

    herradthr 10/20/11 11:12AM
  • Horrible customer service, the reps have no idea what they're talking about. My phone doesn't work and their only option is to exchange it. I've already exchanged it to an upgraded model. I can't keep exchanging phones that don't work. HATE this company.

    AB 10/20/11 10:48AM
  • system is down unable to use 611. Ok, i call on my landline, waited quite awhile to speak to someone, repeated my name at least three times, put on hold for another 5 minutes, all I wanted to do is make a payment. He transferred me to "somewhere" for the completion and was disconnected. All I want to know now is if my payment process was completed because I did not receive confirmation. hello?? Anyone there?

    Anonymous 10/20/11 9:15AM
  • I have been with T-Mobile since 1997. Today was the first time I have ever been treated poorly. It was so bad that I will discontinue my service with them at the end of my contract!
    I don't know what has happened to them. I swear they turned their customer care over to mafia. I called and asked three different reps to talk to the their supervisors and each time they busted me out for wanting to talk to their supervisors and none of them forwarded me. They just cut me off..... Never Again!!!

    canyonrunner63 10/20/11 8:31AM
  • Tmobile knows how to take the fun out of your new phone. When I was in the store tonight, the salesman said sure my data plan would switch over from my bb to my android. No problem. Until 2 hours later no connection so I called them. The guy on the other end of the line said he would switch it over and for me to wait 2 hours. I did. Then I called AGAIN and was told that guy number 2 did not, in fact, switch the plan to android. Now it midnight and I need my phone working in the morning. Apparently, they don't have a way to lodge a complaint anymore. I hate TMobile tonight.

    amyj 10/19/11 9:54PM
  • I have been with T MO BILL for about 6 years now. My idiot husband kept reknewing us because the wonderful salesmen at their various stores always offered him a top of the line phone [allegedly] at a "Bargain price." I am now locked in until year 9. Throughout the course of our "Relationship" (with tmobile and my family) we have seen our prices DOUBLE and our services diminish significantly. Their customer service is appalling now. Half the time they aren't even American! They charge you a "copay" to replace the piece of crap phone even if its within a year and even if you're already paying for insurance on it. If you phone totally dies, tough! You're expected to pay for SERVICES YOU CANNOT USE or buy a new phone!
    As well, we have NO reception where we live (we must pay our ISP to get wifi so we can have our cell phones work at home) and Tmobile will actually ARGUE with us about it telling us, "You have great reception there." When we asked them to try to call us back and shut off our wifi to see how well this "Great" reception works- they didn't even try to call us! They want $200 PER LINE to cancel a contract. I can barely pay the $200 they already charge me for this deplorable service.

    Anonymous 10/19/11 7:39PM
  • Please do not go to t-mobile for cell phone service, I have been with them for 12 years, why I kept renewing my contract, I thought they were good. The last 4 months my bill has been higher then usual, they have hidden fees you will no nothing about until you get your bill I made a payment on my cell phone on a friday, because noone told me when I set up the arrangement to pay my bill that said I had to pay the entire bill to keep my phone service on. When my contract is up I will not be renewing my phone service with them they are a total rip off. I see why people are going to prepaid phones.

    Anonymous 10/19/11 7:09PM
  • Tmoblie used to have very fast and competent customer service. Now you are put on hold for at least 45 minutes due to "unusually high call volume". This is a LIE! I had my local store manager call and while he waited he checked their system and saw that the call volume was extremely low. They do this on purpose to discourage people from calling so they can save money.
    Here's how to get around this: First dial *67 and then their 800 number. This will hide your number from them so they cannot tell you are a customer. Ask for new service and you will get through immediately. Complain about their cheap tactics and demand to be forwarded to customer service and miraculously you will be connected to a customer service agent despite the "unusually high call volume" causing the 45 minute delays.

    mcl1531 10/19/11 10:14AM
  • over past 3-4 months the customer service has gone from a 100 to a -100.. complete 180... i assume the reason is the merger falling apart or whatever it may be really... companies of this size should be slapped around for making millions of people wait for an average time period of 40 mins before making a rep available to talk.. MORE IMPORTANTLY, they need to realize that we dont call them coz we're getting bored or have nothing better to do with our lives,.. if they did not have billing anomalies in each bill cycle (which makes it the norm and not the anomaly) OR did not extend my contract at their will, I would not be wasting my time...

    bottomline - life's too short to be a tmob customer anymore... sayonara bit#%^s!! i'm off to sprint..

    kt 10/18/11 5:18PM
  • T-Mobile added two new contracts to my lines without my approval. I did file a report with the BBB... then they corrected my account. I've been with them for 6 years, but in the last 6 months the service is terrible from dropped calls to bad customer service.

    degil 10/18/11 1:30PM
  • Your phone support stinks..... There is no way to get through to an agent. The stupid recorder keeps disconnecting the call even when I ask for a represetative. Can you do better then that? It is extremely frustrating.

    Anonymous 10/17/11 1:14PM
  • impossible to get a person to speak to

    Anonymous 10/17/11 10:24AM
  • This is regarding the T-Rocket wireless aircard.

    DON'T BUY IT AND GET INTO A 2 YR CONTRACT!

    This product does now work well despite the sales persons assurance you will have good reception. For me it only has one to two bars of reception and drops me from the server 6-7 times in 30 minutes. It is difficult to reconnect with the server when I try again. Attempts to fix the problem have included a "check at the tower", new sim card, new upgraded device, moving the computer around the house and trying it outside in the yard and at friends houses. All with no luck. Customer Service refused to allow me to return the inferior product and end the contract without early termination fees. They just don't care if you have service or not and will not take responsibility for their products. For now I am paying $39.99 a month for another year for a product I can not/do not use. I have not used it for about 6 months. I have paid well over $200 (early term fee) for an unusable product. Buyer Beware!!!!!!!!!

    Besta 10/16/11 7:29PM
  • Tmobile Prepaid Cust Service is the WORST IVE EVER ENCOUNTERED. They obviously outsource to either Phillipines or Thailand but operators will not tell you where they are. They barely speak English. You can tell they're in a large room as its extremely noisy. When you call, you cannot easily get a representative as there's no option for a live person. I just hit ZERO about 30x and eventually the computer realizes it cannot understand me. But even that is a mistake as the operators have no clue. They have given me the wrong answer every time. They told me I had to go into a store to change my account to prepaid. WRONG. They told me I had to buy a new sim card for $10. WRONG. They told me I had to buy a special prepaid Tmobile phone. WRONG. They told me I wouldn't get charged for incoming calls. WRONG. They told me that if I could not receive incoming calls from foreign countries (even on postpaid) without buying an international plan WRONG. They told me I would have to give up my number for a day and wait to get it ported even though I already was a Tmobile customer for 5 years. WRONG. They told me I could check my minutes remaining by dialing #999. WRONG> Do you get the point? Actually on the last one, unbelievably, you cannot even check how many minutes you've got from your phone; its a guessing game. It is a joke..and I will leave Tmobile as soon as my old phone dies. They also view it as a separate company so you're basically not even considered a Tmobile customer anymore -youre mytmobile.com account is deleted, and if you wanted to switch to postpaid for some unknown reason you would be considered a new customer (at least you can get the new customer deals that way). T he whole experience has been awful. I was also told when I switched Id get a text telling me to call a number to activate my line. NEVER GOT THAT EITHER and basically my phone just stopped working. ITS A NIGHTMARE- NO WONDER THEYRE GOING BANKRUPT>>> If you want any kind of customer serve, DO NOT SIGN UP WITH T_MOBILE...THEY ARE IMPLODING

    MatyBoy 10/16/11 1:17PM
  • I too would like to add, T-Mobile are scam artists! they send you 3rd party apps than charge you , they keep upping the bill when I only text , i have a 500 minutes plan but NEVER ,EVER have the time to nor care to talk on a cell period I;d rather text! my i year is up this month and "good bye " if they were the only cell company on the planet I'd do without, they are the #1 rip-off company period !! oh and 1 more thing "they have NO CLUE "WHAT CUSTOMER SERVICE IS. ON THERE WEBSITE ."YOU CAN'T EVEN SEND THEM AN EMAIL FOR gODS SAKE, WHAT COMPANY HIDES from its customers like that?

    jus4jas 10/16/11 9:11AM
  • Hello. My name is Rachel Huebel and T-Mobile added some idiot junk imsurance adding to my bill which is $7.99 and I never or did my husband Rodney added that. We never wanted insurance added to my cell. No we never ever ever sign for it. If you people don't take it off my bill we are going with some other Co,
    T-Mobile has done this before just adds junk to my bill. Well I am not paying the $7.99 because I told you we never wanted insurance. If we lose the phone I just get another one.
    So, disregard that $7.99 because I am not paying for something I never ask for. You people said you were going to take it off and here it is again on my bill.
    Take it off now!
    Kind Regards,
    Rachel
    P.S. My account is 320514372

    R 10/15/11 4:56AM
  • Was on a basic plan with unlimited text added in , there was a add on the radio about UNLIMITED for $49.99 with 2 phones or $54.oo for one.I call Customer Service from the T-mobile phone and talked with a REP for about 1.5 hours nothing was ever said about this migration fee , feeling good about what i heard, went and switched. First bill came in was OK, second bill had an additional line on it "ONE TIME CHARGES "---this was the almight fix to recoupe their losses --THE MIGRATION FEE...........$200.00

    I had T-mobile for 14 years, feels like there is no value to be one of their customers, REGISTERED A COMPLAINT WITH THE ATTORNEY GENERALS OFFICE OF PENNA. NEXT I AM lOOKING TO GO TO AT&T (DICOUNT W/EMPLOYER)

    AND LASTYLY I WOULD LIKE TO GIVE T-MOBILE A GRANDSTAND DIGITAL SALUTE AS I BAIL ON THEIR CONTACT WISHING THEM THE BEST OF LUCK ON COLLECTING ANY EARILY TERMINATION HERE

    T-MOBILE SUCKS 10/14/11 9:30PM
  • A customer service representative hung up on me. Enough said.

    Anonymous 10/14/11 12:47PM
  • amazing, bunch of thieves and liars !!! i had no contract unlimited data plan with my 1500 minutes, i use alot of mobile internet.they said sign a two yr contract with unlimited everything, 5 days later i get a message i have used 2 gig of my 2 gig unlimited internet ????? nowi must pay more to use internet or pay $400 as cancelation fee.........wow...never seen a horrible company than this.

    mrpaki1 10/14/11 10:08AM
  • I have had t-mobile since 2003. Now that ATT has taken over things are horrible. They must give the jobs back to the people in the USA. The people you talk to are like "I am sorry I am making your life miserable is there anything else I can do for you". You almost think they are doing this on purpose or there is a language barrier.
    Luckily I have never had a contract with T-mobile so I can quit at anytime. I loved T-mobile but I think it is time to go.

    Rob's Remodeling Inc. 10/13/11 6:58PM
  • We warn everyone who will listen to avoid any contracts with T-mobile. Their service is spotty, and it is impossible to talk with anyone who can help. They put customers on hold indefinitely, pretend to be consulting "supervisors," and add huge fees for terminating a contract. They explain that even if you are having dropped calls and areas of no service, you must still pay because they "don't guarantee service everywhere or all the time." We use several service providers with our various businesses, and T-mobile is the absolute worst.

    salud2k 10/13/11 6:43PM
  • I must agree with most of the complaints about customer service lately. The new automated system they are using is absolutely horrid. You have almost no chance of speaking to someone unless you choose new service and get connected to sales, then transferred over to service.

    This is fairly recent. As a long time customer I would have to say that this, as well as the unannounced change to due date has caused me to decide to move on to another company as soon as my contract runs out.

    If personal service is important to you, avoid this company like the plague.

    Anonymous 10/13/11 10:52AM
  • BAD agent& representative , charge me for using internet for extra 50$ , while my iphone 3G can`t load web unless wifi on , i never accept any agreement for pay for the internet , i ask to block all the extra charge on all of my line , fews month later the extra charge appear ,while i using wifi on cell phone for 2 year never get charge until now ,.. i wanted get out of this DAMN stupid company

    uknow 10/12/11 11:25PM
  • There was an outage in Memphis,TN on 10/11/11 it lasted for five hours. I contacted live chat and no one could answer my question. Called billing and all they offered me was $5.00. I'm a business man and I had a tele conference with my clients and that doesnt reimburse me for the money and confidence I lost from my clients for having a not dependable cellular provider.

    Anonymous 10/12/11 6:03AM
  • T-Mobile is your typical corporate monster...no customer service, consumer agents are non-reponsive to individual needs, deceptive marketing practices all wrapped up in "we may change terms and conditions without notice"...As a "month to month" customer we still incurred nearly a full month's service fee. NO mitigation offered! This is just another example of what "Occupy Wall Street" is about... corporate greed! Guess what? "We the people" have had enough and we are not going to take it any more. Say bye bye to your illgained profits Big Business. People are waking up and your balance sheets are going to bleed red ink! People...let your wallets do the talking and return consumer power to the people. Boycott ANY company that is not consumer friendly. T-Mobil is on my top ten.

    p3jockey 10/11/11 7:19PM
  • I just called t-mobile and it hung up on me 3 times. T-Mobile was awesome now there getting worse then at&t and its sad i know there not getting the number one spot again if they keep on this path. Now when my contract is done i'm going to move to other phone service... T-Mobile please get back on track and don't be like the other phone service sucks.... Give back peoples jobs in the USA not over seas...

    Anton J 10/11/11 2:30PM
  • Yesterday, I applied for tmobile and tried to order the new Samsung Galaxy. I was terminating att early and giving up my iphone 4 to do this.
    After being approved for service and submitting the final page of the order, I got an error message. There was a technical issue and I had to call them to complete the order. OK, no problem. I call and they tell me that due to the error they would have to complete a whole new order.... ok, still no problem. Then, only after asking, I was told it would require them to submit another inquiry to my credit report... ya big problem. They refused to contact the credit reporting agencies to notify them the 2 inquiries were a mistake, they said "its your credit, you dispute it". Naturally, I told them to stuff it and I will just keep my current service.
    If this is how they treat new customers, I can't even imagine how they treat existing ones locked in a contract.

    Anonymous 10/11/11 12:33PM
  • After over a month of chat sessions/emails/actual US mailed letter/etc. T-Mobile has continuously failed to do what they said they were doing.

    Marty 10/11/11 7:38AM
  • T-mobile employs Punjabis who speak poor english with heavy accents. The company now has the worst service. But they don't seem to care. I had 2 phone lines with T-mobile and had nothing but problems. They could never fix or resolve any of them. So I decided to cancel my contract and go with Sprint. T-mobile assured me there would be no cancelation fees. Well it has now been about 2 months or so since I have canceled T-mobile and I just found out that I have been put into collections. According to this terrible company I owne over One thousand dollars for cancelation fees etc. Well they can forget about seeing so much as a dime from me. I will not be paying a cent. As for them keeping me in collections. I have written letters to the different agenicies and informed them of my problem. Also since I had only had my New phones for less than 30 days my contract with T-mobile changed. This company is great at screw ups. Their staff are Idiots and have no clue as to what the Hell they are doing. Stay clear of this company................

    The Prussian 10/11/11 5:08AM
  • Ive been with tmo for 7yrs. Monday I find out im in a contract. Im like wtf? I changed from tmo to sprint. After getting the evo I wished I had never left considering I had nothing but trouble out of that phone. After being gone from tmo for abt 3 weeks,I recieved a letter asking me to comebk.
    Now I had thought about going back to t-mobile after the evo thing...lol. So I went bk to tmo they offered me a free phone with a 2yr contract. I didnt not like the htc sensation so I called tmo to let them know I didnt not like the phone and wouod be sending it back. The rep asked me how long did I have the phone?I told her it was for abt 12 or 13 days.
    So the rep checks everthing out,she told me how to send the phone bk to them. I was told my contract would go back to its orginal date before I rec the phone. Now this was toward the end of july. I find out in october that all plans require a 2yr contract. I dont understand why the rep didn't tell me what was going on. I've never heard of rec a free phone without a contract. So I should've just kept the phone....bc to them it didn't matter anyway. I feel like tmo just tried to get over on me. They will come up with anything just to keep customers. I think this is VERY sad of t-mobile,trying to trick people into contracts.

    Tmogounder 10/10/11 10:05PM
  • I had the displeasure of doing business for several years with T-Mobile(my company got a discount). This company has the absolutely worst customer service I have ever had to deal with. I cancelled by service with them in Aug2010. I asked the person on the phone if there was any outstanding balance. They stated, no. I then continued at my address for another year before I moved. I,not once, in that year received a bill saying I owed them money. Then on Oct7 of this year, at my new address, I received a letter from a collection agency saying I owed T-Mobile money. I then called T-mobile. What an exercise in futility that turned out to be.
    I spoke with a supervisor who kept saying I understand but not our problem. You didn't let us know you were not receiving any bill.

    Hello, If I wasn't expecting any, based on my phone call with your company, why would I be calling you to tell you I haven't gotten any bills from you.
    Stay far, far away from this company. The cellphones are awful, The cell coverage is hit and miss and customer service is in the toilet.

    caroledca 10/10/11 6:42PM
  • After speaking to 5 customer care agents I had to hang up because I could not understand neither one of them. Also the connection was horrible.
    I finally had to call a Salesperson and GUESS WHAT???? She spoke perfect English, hmmm I wonder why?
    In due time I am going to be cancelling my service with T-Mobile.

    Mrod3910 10/10/11 4:06PM
  • Most horrible service ever! I was promised service and 3g in many places when I got into the contract. Found out it was all lies. When I moved back home from college found I had NO service even after being promised I had 3g! Wouldn't let me out of the contract. I complained to Customer Service and was told by 3 managers verbatim "I'm sorry you were lied to, but policy prohibits me from cancelling your contract and cancelling fees". Finally they decided to let me out of the contract after SEVERAL complaints and paid my final bill and they said everything was good and ETF was supposed to be waived by sending my letter to Customer Relations. Get a call 2 months later saying I owe them $622 in ETFs. This is going to the BBB!

    Darksurf 10/10/11 10:45AM
  • Changed providers, dropped Tmobile, only had 2 days on bill cycle, they charged me a whole month, just called, girl couldn't stop giggling long enough to hear me, had to repeat myself, and was told they don't prorate bills, have to pay for the entire month although only had 2 days of service. Stay away from these scammers!!!

    mojo 10/10/11 8:10AM
  • Tmobile is now crap! They used to be good about customer service now it takes hours and I still dont get through! The automatic voice recorder is RUDE! Tells me to hang up and try later?!! What kinda crap is that? MY bill is 1450.76 and i cant get to an agent. let alone their english SUCKS ASS! DO NOT SIGN UP WITH THEM!

    PISSED OFF 10/9/11 9:01AM
  • T-Mobile is the worst coverage i have ever had. I run a cleaning business throughout most of Central NY, once I go outside Onondaga County I have no service, had I known that the coverage would be so bad, I would not have signed a 2 yr contract. I am sick of paying my bill every mo. and can only use the phone less than a 1/4 of the month. I have lost so many jobs due to the fact that there was no coverage. I think it will be worth paying the $200 to get out of this rotten contract. HATE THE SERVICE, THE COVERAGE, THE WORST EVER, HOPE YOU DO GO OUT OF BUSINESS.

    Anonymous 10/8/11 11:10PM
  • I'am so pissed right now. I moved to a different town that the nearest T-Mobile store was 3hrs away. I just didn't see myself driving 6hrs a day whenever i had a phone problem. Anyway the practical thing would be is to just drop the service which i did. I was under no contract and i paid my last bill. Well imagine my surprise when 5 yrs later i get a credit report saying i owed them money...I'ev talked to everyone that always put me on hold and transfered me to someone else. It's like a freaking nightmare. The sad thing is, they don't have my account because it's been 5 yrs ago and i'm stuck with this nagative report on my credit.

    huffda! 10/8/11 6:39PM
  • I hate team mobile....there phone system is the worst i have ever dealt with...Im not getting reception or wifi on my blackberry...they can not trouble shoot properly and im done after weeks and hours of problems...absolutely horrible...i will not do business ever again....after my contract ends....

    pam russell 10/7/11 9:30PM
  • Why the hell does it take so long to get through all these prompts when calling t-mobile?!?!?!?! its SO STUPID!!! i agree with the post below from 10yearloyalcustomer... T-Mobile has gone to crap! If the stupid automated system doesnt understand your prompt selections, the stupid recorded operator hangs up on you and tells you to call back later... what a rude piece of s**t service!!!! im done with T-Mobile and im going to reffer all my family and friends who are dealing with the same problem to come on here and express their thoughts on how CRAPPY t-mobile is now days.

    unknown 10/7/11 1:52PM
  • today as i was checking my t-mobile account online i noticed data download charges. strange, considering i don't use internet, no data download - nothing, nada, zero.
    i call t-mobile. after 20-30 minutes through the automated system i get through to alive person. i explain that i have data charge and i do not use internet. she offers to add a 200 mb data plan to my monthly pack. i repeat to her I DO NOT NEED DATA PLAN, I DO NOT USE INTERNET, all i want is find out what's wrong with my phone, how and why data download shows up if i never use internet, and nobody else has access to my phone. she keeps pushing me to add the data plan "just in case if my phone malfunctions again and downloads data". OMG!!! "are you listening to me - your customer??" she offers to describe the benefits of having a data plan on the phone. well, yeah, whatever, talk to me girl. this is kind of entertaining. she puts me on hold for like 10 minutes, then she comes back and starts talking about how i can use internet on my phone during meetings at work, or anywhere if i need to. :-). she needed 10 minutes to read the text and rehearse while i was on hold.
    it got to the funny point when i asked her why should i sign up for extra plan for $15 a month if i don't even use and don't need that feature. i kept asking like 10 times in a row :-) and she kept trying to sell the plan and pushing me over and over again.
    finally it wasn't funny any more. i "goodbyed" her and redialed t-mobile.
    LUCKY ME!!! i actually got an english-speaking person on the phone (no indian accent!).
    Michael! you are my favorite t-mobile rep. i wish i asked for the employee id and emailed his boss acknowledging Michael's work. he actually listened to me, asked questions, didn't try to push and sell me extra plans. (i guess it could a bad thing from his boss's standpoint...)
    why every time i need to deal with a normal (read "helpful") t-mobile rep it takes 2-3-4 dials to CS number? i started hanging up when the person doesn't sound adequate from the beginning.
    so there are actually smart and helpful and very friendly and understanding t-mobile reps, but the ratio is 1 normal to 5 not so much.
    ps. i hate the automated t-mobile menu!!! it doesn't automatically transfer you to a rep if you keep dialing 0, it hangs up!

    kikimora 10/6/11 6:45PM
  • T-Mobile is GARBAGE now! I have 10 lines with them since 2001 and am going to take them all out and bring them to a different carrier! im so sick of having to call them only to end up talking to a F******g robot and following A MILLION recorded prompts that lead me to NOWHERE! T-MOBILE is TERRIBLE! DO NOT BOTHER GETTING SERVICE WITH THEM! YOU WILL RIP YOUR HAIR OUT BY SIMPLY TRYING TO GET A HOLD OF A HUMAN WHEN NEEDING CUSTOMER SERVICE! Their wait time is always near or over AN HOUR!!! SO SICK OF THIS COMPANY! THEY WERE GRAND ABOUT A YEAR AGO, NOW THEY SUCK ALL THE WAY AROUND.

    10yrLOYAL customer 10/6/11 4:27PM
  • If you are a T Mobile no contact customer you will not receive very good service, the good service is reserved for contact customers.

    If you think I am joking, try the two and you will see the difference.

    Also tech support with T Mobile is hit and miss. The odds of you getting someone that can't speak good English are very good, I might also mention the odds of you getting someone with experience is very bad.

    Crow 10/6/11 12:58PM
  • After my service was suspended for late payment,I called to make the payment. After the rep gives me the whole shpeel about how the payment agreement cannot be changed then lasstly dropped this bombshell that I would also be charged $20.00 per line to be re-connected. I have 4 people on my plan so that means I am paying $80.00 on top of my bill which is an absorbatant amount of money.
    T-Moble must go ! I think that I will be paying the cancellation fee per line and they can take their money and shove it !

    comments 10/6/11 6:16AM
  • I have been with Tmobile for a long time and have never had such a longing to switch since the last couple months. My calls are being dropped all the time and I don't get service in my own house unless I sit by a window. I have been cancelling line by line so I can dump them and move on, but to speak to a representative I have had to listen to god awful elevator(same stuff over and over) for almost two hours on one call just to be told I am sorry but we are really busy right now. The shortest wait time I have had in the last 90 days is 35 minutes! I can't wait to switch. Now that it seems that the AT&T deal is dead I think I will go with AT&T and get good reception, crappy service and higher bills. Thanks Tmobile for crapping on the little guy!

    foremanjrs 10/5/11 11:32PM
  • Have been really pleased with T Mobile for 6 years, until I found out they were selling out to AT&T in 12 months. I have no contract with them currently and don't plan on having one. If you think their customer service sucks wait till AT&T takes over. They are a bunch of idiots.

    anonymous 10/5/11 6:25PM
  • I was a long time subscriber with T-Mobile and I can't believe that they tricked me so bad when I updated to a new phone. I told them that I didn't want to have a contract and with that they said no problem. I found out different when I had no other choice to give up there service because My phone did not work where I moved too. then they slapped me with the news that they signed me up with a contract and it cost me a bunch of money to have it cleared!! BEWARE OTHER T-MOBILE USERS!! THIS COULD HAPPEN TO YOU TOO!! T-MOBILE SUCKS!!!!!

    Anonymous 10/5/11 12:06PM
  • I have been a loyal T-Mobile customer for over 10 years and with Deutsche Telekom a few years before that. i have always been happy with their customer service until recently. Now you have a hard time getting a live person and then they are rude and rush to get you off the telephone. My payment date has always been after the first of the month and now without notice they have changed it to before payday. We are military and get paid once a month, so this is not convenient to us. The representative instead of offering to change it back, told me I would have to call each month to request an extension on my payment. Why should I when they changed my date. This is no way to treat a loyal customer. I no longer have a contract with them and am now looking for a new carrier.

    bahamamama350 10/4/11 7:42PM
  • I have been a T-Mobile customer for the past 12 years. I continued to renew my contract with them SOLELY because of their impecable customer service record, and personal experiences in dealing with Customer Service. Before that, I was an AT&T customer and experienced VERY poor customer service, and rate plans that were just as bad.

    I had been VERY happy as a T-Mobile customer until this month (October 2011). Seems they have changed their automated system to add additional deterrents in reaching a live person. I used to be able to speak to a representative who would spend as much time as needed to make sure you were happy before they let you go. Today I had conversations with two representatives who were eager and quick to get off the call, and they were not able to help me get on to a different rate plan without having to pay a "migration" fee. This was not the case in the past when dealing with T-Mobile.

    When I expressed my disappointment to the agents, they indicated that many customers had expressed the same disappointment and that she will note my account regarding my disappointment.

    At a time when mobile companies are competing to gain market share, with plans that offer unlimited everything, I don't believe it's a good time for T-Mobile to change what has been tried and true excellent service.

    I have 13 months left on my contract. I will be looking at other options when that time arrives.

    Sad to see that while Deutsche Telekom wants to drop T-Mobile, their loyal customers fell like doing the same.

    bthomas24 10/4/11 5:59PM
  • I've been with T-Mobile for over 6 years and had great customer service, until AT&T come a long. They send all of these text talking free messages, free this. Then they turn around and change my statement circle and say that they notify me in my statement. The send a text for everything else why not about the change. Now they want me to pay twice for one month, stating that it's for the previous month. My statement is still the same, so why should I pay again. They are going to loose a lot of customers.

    unknown 10/4/11 3:14PM
  • DO NOT JOIN... Has not been able to provide cell service in our place of residence, has no timeline on when it will be repaired. Will not release without a hefty penalty. Work from home, have children, NO ability to even get a call through to 911 if need be... The most useless customer service possible.

    Anonymous 10/4/11 9:17AM
  • Paid my bill at the kiosk in store. Tried to talk to a rep. from the store about my bill. I immediately was defensive due to her attitude and tone of voice citing the plan I was on was the best out there. I objected to all the fees,etc.and said I"ll be looking at other carriers,and walked out. I tried to call customer service numerous times only to have the automated response hang up on me. They knew I was trying to talk to a rep. but got no further. The store is located in melbourne. The sales rep. was Jennifer at 1501 W.New Haven Ave

    Anonymous 10/4/11 8:23AM
  • I have called 4 times trying to cancel my phone.I made it very clear that I wanted an iPhone. The first agent gave me a great rate and said to make the change immediately. I said I wanted to wait until I had an iPhone in hand. He insisted and I finally relented. Then I found out T-Mobile is not getting the iPhone. I called to cancel and they would not cancel; the woman said she would look into it--to give her a few days. She did not call back so I called a third time and they said I would have to pay a $200 cancellation fee. They would not let me speak with a manager. They record calls I know so I asked that someone listen to the call. They said they would. Of course I had to call again. Now they tell me there is a "contract resolution team" that I have to e-mail and they will take 7 days to get back to me. This is the first I've heard of it.

    Is there a T-Mobile policy to not allow people to end their plan when the contract is up or to pay $200 for the privilege? They must be on high alert with the new iPhone coming out. Their sales people are unrelentless. I will never have a policy with T-Mobile again because of this.

    Ann 10/4/11 8:19AM
  • this is the worst service provider I have ever had! I have been with them for over 10 years and I keep getting stuck with their 2-year contract. My phone dies within a year and I am forced to upgrade. They say it costs 200 per phone (I have 4 phones on that account) to cancel my acount with them. I hate it. I never get service when I need it. I have lost calls all the time. I have been with them since 10 year and I though they might have some possible customer satisfaction or diduction they could make on my 800 they want me to pay to cnacle my phone. They have the worst customer service. A week ago a lady that worked there was telling me that it would be better if i got unlimited textign because I went over my texts by 60. I went ahead and did that and now they say that because of that change I am stuck with them anotehr two years. Never had she mentioned to me that when I signed up for it. if you want a service provider that is there for you and doesnt keep screwing you up. DO NOT GO WITH T-MOBILE!!

    Sara Long 10/3/11 4:07PM
  • Phoned to check when my 2 year contact was up as one of my phones died, they offered a loyalty payment off my last bill that I could use towards a new phone, if i agreed to a new contract. To cut a long and boring story short they lied to me about how much swapping to a new plan at a later date would cost (I wanted to go to the store and chose a phone) saying it wouldn't cost anything and there was no disadvantage of me renewing now. This was after I specifically asked that question. Surprise, surprise when I came to change my plan the next day, less than 24 hours after this phone conversation....$400 costs involved to change the plan. And no....I cannot revert to my old contract and there is no record of my conversation.

    DrPots 10/3/11 12:39PM
  • NOT GOOD!! They changed their date instead of 4 weeks you now have only 3 weeks to make payment. Customer service sucks. I used to love T-mobile customer service. They are getting just like the rest. I think it would be worth the $200.00 early termination fee just to get away. Or better yet, not pay at all. I will be taking my business to BOOST!! The guy on the chat was very rude. I guess they don't care anymore!! Too bad, I am out.

    deedee 10/3/11 11:33AM
  • I just brought a cell phone from the crooks who call themselves t-mobile and after 5 weeks the phone crapped out. Went to the store and was told "Too bad, you only get 14 days". The crooks are getting bolder and bolder. Called their customer service and got what I thought was a nice person but turned out to be a lair. I was told that they will "WAIVE" the $20 fee but Lo and behold, what shows up in my bill?? The $20 waived?? fee. Tried to connect to the a-holes but the calls never went any further then "Asking for a rep". Phone disconnects. Done on purpose?? You can take that to the bank. Time to start doing something like everybody don't pay your bill and if all suckers don't pay for 1 month, what do you think the investors would do?? Hang them all would be the best thing that ever happened. See the protest going on in New york?? People are getting feed up and then people WILL turn to much worse. Maybe then the a-hole execs will listen, maybe...

    Whizpc1 10/3/11 10:27AM
  • my contract was up 3 months ago but i didn't need to cancel it until recently. I called them to cancel the 4lines we have and I was told it will take affect on the next billing cycle (which is another 26days). So even if i am not using the phone, i still have to pay another full month for all 4 lines... how ridiculous is that? I asked to speak to a manager and the Tmobiles rep didn't not want to transfer me to anyone, and that there was no manager and that there was noone who can help me in that matter. What kind of customer service is that ? Tmobiles customer services is the worst I have experience.

    callalilyz 10/3/11 9:07AM
  • my contract was up 3 months ago but i didn't need to cancel it until recently. I called them to cancel the 4lines we have and I was told it will take affect on the next billing cycle (which is another 26days). So even if i am not using the phone, i still have to pay another full month for all 4 lines... how ridiculous is that? I asked to speak to a manager and the Tmobiles rep didn't not want to transfer me to anyone, and that there was no manager and that there was noone who can help me in that matter. What kind of customer service is that ? Tmobiles customer services is the worst I have experienced.

    callalilyz 10/3/11 9:06AM
  • Terrible customer service, very unreasonable.don't understand y tmobile store associates can't. Handle all matters they have to call customer care also, this is the worst phone company to have any services with. I'm so unhappy I'm willing to pay for breakin contract to go to sprint or verizon. Tmobile u suck in everything

    miskeke 10/2/11 7:18PM
  • Very bad customer service wish I woudve done research b4 my contract but I would rather pay to go to another company and imma sell the phone for 5 dollars cuz that's what its worth. Wish I woudnt have wasted my money all these moths to be treated rudely. So through with tmobile forever

    misskeke 10/2/11 7:03PM
  • Very Unhappy. I moved to a new location & my phone does not get service from my home. I got very little help from customer service & I refuse to pay for nothing. They turn around & charged me a $100.00 fee for quiting them. I refuse to pay for a service they can't provide & feel it very unfair for the extra charge. My last bill was 174.00. I am in my late 60's & must have service from my home. I don't think T-Mobile is a very nice company right now. No service & extra charge? Huuum doesn't seem right to me.
    Un-happy lady.

    Unhappy 10/1/11 3:35PM
  • It's hard to believe or describe how bad the customer service is at TMobile now. It used to be the best, now it is worse than the worst! They have been jacking me around for over a week, sent me a rebuilt blackberry that crashed on me, haven't called me back twice after stating they would call at a certain time and I waited for over an hour each time. Told me there was no one else for me to speak with after I asked for someone over a supervisor and have dropped the complaint call I was in the middle of without calling me back to resolve it. The executive at this company are shameless. They all need to lose their jobs.

    jinthefield 10/1/11 2:51PM
  • T mobile customer service is so bad, I would tell anyone don't go with T-mobile, the company only care about the company not the consumer

    vanette1 9/30/11 8:44PM
  • TMOBILE HAS THEE WORST CUSTOMER SERVICE I HAVE EVER EVER HAD IN MY ENTIRE LIFE! THEY LIE AND DECIEVE YOU WITHOUT REMORSE. THEY CREATE NUMOROUS HIDDEN FEES. THEY PLACE YOU ON HOLD FOR HOURS AND THEN ASK YOU FOR YOUR NAME PASSWORD AND EXPLANATION OF ISSUES OVER AND OVER AGAIN AFTER YOU HAVE ALREADY EXPLAINED YOURSELD TO FIVE PLUS DIFFERENT REPS ALREADY! THEY DO NOT VALUE THEIR CUSTOMERS LOYALTY OR ALL THE EXTRA MONEY YOU SPEND JUST BECAUSE THEY LIE ABOUT FEES. YOU CANT FIND ANYONE TO HELP YOU THE "SUPERVISORS" ARE RUDE AND NASTY WHEN YOU ASK TO FOR SOME TYOE OF COOPERATE HELP THEY ACT DUMB AS IF THEY DONT KNOW WHAT IT IS. THEY HAVE ATTITUDES AS IF THEY OWN TMOBILE THE REPS GET PERSONAL AND ARE SO UNPROFESSIONAL! AGIAN I SAY THIS IS THEE WORST EVER RUN AND DONT LOOK BACK THEY HAVE CAUSED ME SO MANY HEADACHES JUST BECAUSE OF THEIR LACK OF COMMUNICATION, INTEGRITY AND RESPECT THAT THEY DONT HAVE WITH THEIR CUSTOMERS. DONE!!

    FURIOUSW/TMO 9/30/11 6:41AM
  • Very poor customer service, even from a supervisor. They are not issuing us a refund check that our bill said was due to us. We have since cancelled our account and after over a month, have not received a refund. (We closed the account because of lack of service in our home!) This, despite sending a letter signed by my husband and myself via post mail requesting it. When I called customer service (After going through the automated process and requesting and "agent" numerous times) I was finally told that T Mobile could not access their own account without verifying my identity (account was in my husband's name) Despite my being able to provide his ss#, address, acct #, etc. Even when I asked them to check into the delay in the refund without disclosing any information to me, they said they could not. Very frustrated and disappointed with the lack of customer service and unapologetic attitude of the supervisor I spoke with. DO NOT USE T-MOBILE!!

    cupoftea 9/30/11 6:26AM
  • hi my name is christine i was sprint for 3yrs i switch to tmobile and at this time iam so unhappy the employees is giving false information to the customers they sniff $70.00 out of my account and when i call to get a refund everyone i spoke to is telling something different i ask to speak to a supervisor they hang up on me so my next step will be legal action they disgust me .

    tmonster 9/29/11 6:19PM
  • Who ever the district manager for this T-Mobile need to do something,,, WITH YOUR PEOPLE IN ... YOUR CUSTOMER SERVICE DEPARTMENT THEY ARE VERY,,,VERY,,,, VERY,,,, VERY,,, VERY,,,, RUDE PEOPLE. AND VERY POOR CUSTOMER SERVICE

    HERE'S WHAT I FOUND. — T MOBILE CORPORATE OFFICE HEADQUARTERS 12920 DSE 38TH STREET BELLEVUE. WASHINGTON 98006- 1800-318-9270... WHEN YOU CALLED THIS NUMBER TO COMPLAIN THE ONLY THING THEY WILL TELL YOU IS TO WRITE A COMPLAIN TO EXCEUTIVERESPONSE@T-MOBILE.COM.

    IF YOU NEED TO WRITE A COMPLAIN TO THIS AND I HOPE THAT THEY REALLY READ THEIR MAIL— ANY ATTORNEY WOULD LIKE TO STEP TO THIS NEGATIVE COMPLAIN UNDER THIS T-MOBILE COMPANY,, PLEASE MOVE FORWARD— OR WHAT HAPPEN TO THE CREDIT BUREAU HERE? ,, CAN THEY DO SOMETHING ABOUT IT..

    ACTIVATION DEPARTMENT - ARE VERY RUDE, VERY POOR CUSTOMER SERVICE..THEY PUT US ROUND AROUND,, AND WASTE MY TIME... I'M GLAD ALL MY FRIEND MOVE TO VERIZON WIRELESS...




    PREDICT 2011 9/29/11 4:37PM
  • poor reception next to 0 customer service will not solve problems

    dave 9/29/11 2:54PM
  • I've been with Tmobile 13yrs...Their CS was very good..That is why I stayed with them. Now they are worse than ATT&T and Sprint combined.
    There are no words for how horrible they are.
    I wonder what the Board of Directors thinks about this company now...TMOBILE is killingi t's ownself with the new horrible reputation.

    debbideb 9/29/11 12:23PM
  • all i can say is they have poor customer service. I've been with t-moble for 12 years and I'm getting ready to leave them. It's too bad, I'm a good customer! They don't do anything for me. I hate calling there.

    JKRY 9/28/11 4:16PM
  • I suspended my phone and was charged same exact cost as if it was not. I called the customer service and they adjusted it from $77.50 to $33.77. Few days later I call to make the payment and they no I have to pay full amount, even tho on tmobile terms and condition its stating once phone suspended you are not responsible for any fees, taxes and plan rate charges. Overall the supervisor laughed at me as well as I got hang up by their own customer service. All I can say is they give fraud info and you still responsible for all of it. Making a complaint to corporate on the supervisor as well as calling the president and getting my stuff the right way done. HORRIBLE phone company ever!!!!!!!!!!!!

    Ninusak 9/28/11 12:43PM
  • T-Mobile's 611 service is an insult to those who attempt to provide real customer support. I wonder how many replacement phones they sell by pissing off customers to the point that they crush their phone in their fist of rage.

    Dave Stewart 9/27/11 5:43PM
  • Have spoken to many customer service people at T-Mobile, all rude and hang up on me after saying "have a good day" with a sarcastic voice. I called on 7/19 to switch to Verizon but they talked me into a cheaper plan. They had switched me to their Retention Dept. The very next bill was over $400 which was 4 times normal because when they renewed my contract they wiped out the fave fives on our phone so we were way over the alloted 700 minutes. They say that some of the numbers were never our fave fives but we had changed some within the same day that they were wiped out. I gave up on customer service and finally just talked and filed a complaint with the FCC. When our contract is finally up, Adios to T-Mobile. I would rather use tin cans and a string at this point. They use deceptive practices.

    davo3795 9/27/11 3:15PM
  • T-Mobile customer service is horrible-horrible:
    - hard to reach;
    - hard to get answer - looks like they don't know anything about their product and company that they work for;
    - slow-slow-slow;
    - too much talking and always apologetic - that is time consuming.

    upset_one 9/27/11 10:03AM
  • I advise anyone searching for internet service to avoid using Tmobile internet. The service drops continuously and the termination fee is $200 for a product that did not function properly in the first place.

    Anonymous 9/27/11 9:50AM
  • My Phone is the new My Touch Slide 4G. My issue is with my visual voicemail, but is quickly becoming T-Mobile’s customer service. I've called several times and no one will connect me with a supervisor. I’ve had this issue since I bought this phone and it was fixed and has now been broken for another week and I've had the phone for less then a month. If you read the notes on my file you will see all of the trouble I have been through and I am irate that no one has called me back as promised. I am about to cancel my service and am so angry I cannot call in again. I am unable to access my visual voicemail. This was an issue the first day I bought the phone, 9/5/11. On 9/6/11 I spoke to several people in technical support and was told it was an issue with my specific phone and to go back to the store and obtain a new phone. This is after I already manually synced all of my contacts and set the phone up. The new phone did not allow mw to access my visual voicemail. I called T-Mobile again and had to explain the situation to several different people which is so time consuming and frustrating since it should all be in my file. I finally spoke with an Andrew in Technical Support who spoke to his supervisor and they had to wait 24 hours then call me back and submit some sort of work order. He called 9/7/11 and we submitted this work order. A few days late Andrew was kind enough to call me back and let me know that my visual voicemail should be working; and it was. Last Sunday 9/18 I was unable to access my visual voicemail once again. It is now a different error message – “ android.process.acore has stopped unexpectedly. Would you like to tell HTC?” I called in one day last week I believe Tuesday and was insistent upon speaking to a supervisor of technical support. Mainly to avoid having to tell 3 different people what was going on. I knew I needed to speak to technical support, and I wanted the individual who I first spoke with to read my account information and all of the issues I had past had so he could immediately transfer me to someone who could actually help me with the error. He did not. He transferred me to customer loyalty. I told that individual that I was about to cancel my service and I wanted to be transferred immediately to a supervisor of some sort and he transferred me back to technical support, NOT a supervisor. At this point I’m crying in frustration as I am doing all of this from work and have wasted so much of my time on the phone with T-Mobile’s customer service and driving back and forth to the T-Mobile store. He told me all supervisors were “in a meeting.” I am not sure if this is some weird tactic T-Mobile uses to abuse and deter people from getting a superior but its unacceptable. I had no choice but to tell him to have his supervisor call me when she was out of said meeting. Her Name was Taylor B and it I now 1 week later and I have not heard back form anyone. I do NOT want to call again. I need someone to call me after reviewing the issue. Please advise.

    I have several other issues with the phone including syncing and e-mail issues that I had called in about and were unable to be corrected. These issues are not a priority. I do however see that my bill has increased when it was supposed to be reduced. There are so many issues right now and I cannot speak to any one person about all of them without being transferred from one to the next with no resolution. If I do not here from someone today I am canceling my service and will be done with T-Mobile even though I have been with the company for almost 10 years.
    I am unable to use a main feature of my phone for 3 out of the 4 weeks I’ve had it, and I spent a lot of money on it and I want it fixed and no one will help me.
    Is there anyone better out there???!

    calygrl21 9/27/11 8:27AM
  • T-mobile used to have incredible customer service but ever since At&t arrived on the scene it has been steadily and precipitously declining from worse to even worse. They changed the terms of my contract without my approval and two months ago double-billed me...but try getting through to a live person! Every day last week from between the hours of two p.m. to about six p.m. I wait more than thirty minutes each time in the queue waiting to get through on the phone. Not only that, now T-Mobile makes you jump through a serious of hoops just to get to an agent. In the old days, you would just dial 611 and get through almost instantly...these days instead you their automatic voice system ignores your request for a customer service agent and force-marches you through a battery of steps before you can even be so lucky as to wait in the queue to talk to someone. And often it's someone outsourced from outside of the country, reading from a script, who can barely communicate in English and doesn't give a rats-you-know-what about your situation. Only a year ago, T-mobile was ranked by J. D. Powers as one of the best customer service companies out there…but you don't hear that boast anymore. Funny how it's all going down hill since At&t has been trying to created a duopoly for more profits and control. My bill has climbed and customer service is virtually nil or dead just as people predicted it would be. I have been with T-Mobile for almost ten years…through all of its previous incarnations and different names. I hope I can break my contract since it now appears to be just that predator At&t masquerading as T-Mobile. They sure gave T-mobile some bad marching orders. It's like I'm with another company entirely now. We should be able to break our contracts because it's now what I signed on for. And one small additional gripe, does T-Mobile have iphones now…nope, no sign of it. Even though I like my Android very much.

    Burrito Lover 9/26/11 6:49PM
  • I just have a question .. Is T-Mobile's customer service free of charged still ? Or have they changed it and charge it $3 each call or is it a rumor that I've been told ?




    Can anyone please respond back by emailing me by sandraiskool94@yahoo.com ? Thanks very much !

    Anonymous 9/24/11 11:51PM
  • I SWITCH FROM AT&T AND NOW I HAVE NO COVERAGE WHEN I GO OUT OF TOWN. THEY DON'T HAVE TOWERS IN LAKE CHARLES LA. BIG AS THIS COMPANY IS, AND YOUR PHONE DON'T WORK WHILE DRIVING DOWN THE HIGHWAYS, JUST HOPE I DON'T HAVE EMERGENCY, CAN'T CALL NOBODY, PHONE HAS NO SERVICE. WISH I NEVER SWITCH TO THE COMPANY. DON'T USE THIS COMPANY. MY SON WAS COMING TO HOUSTON, TEXAS FROM AUSTIN , TEXAS AND HAD NO SERVICE ON THE HIGHWAY. THIS WAS HIS FIRST TIME DRIVING ON THE HIGHWAY HOME FROM COLLEGE, ALL I COULD DO WAS PRAY HE WAS OKAY, CAUSE I COULN'T TALK TO HIM.

    FEEDUP 9/23/11 5:41PM
  • Hello Guys/Gals - calling all T-Mobile Customers!!

    First of all, I have one request! Stop abusing India and Indian Call Centers! They haven't forced any company to lay off their staff and move call centers to India. Take a look at the shirt you are wearing and tell me... is it made in USA? So, its all about stupid business decisions made by BRAINLESS EXECUTIVES at CHEAP MEGA CORPORATIONS to outsource everything except their own jobs, and WE IDIOT BUNCH OF CONSUMERS still keep buying their services/goods because they sell it cheaper then others!! What gives??

    Now here is my T-Mobile rant: I was burned with Sprint spineless (all American) customer service so about 6 months ago, I paid $160 to Sprint in early termination fee and moved to T-Mobile! I have been having issues with my phone for 6+ weeks (in warranty, I have been paying freaking $6/month or so for additional warranty) and still they have been making me jump through hoops to prove to me that I am the one who is at fault, instead of acknowledging that they sold me a faulty LG G2X device! No matter what I try they are acting as spineless cowards (again, all American) who just don't care about their customers - they hang up on me if after 1 hour of non-sense I get angry!!

    Now, my main point is that THIS ALL SEEM TO BE BY DESIGN - some f**king idiot VP at T-Mobile is taking a big paycheck home by showing how many customers he F**ked, and then sleeping off with some VP of marketing at T-Mobile who is laughing her way to reaching climax on how well they are f**king us all!

    OurPlanet 9/23/11 3:49PM
  • THey suck and have just lost me as a customer. I am so pissed off at how difficult they make it that I am done.

    ;lkj 9/23/11 3:24PM
  • Rude and Arrogant Customer Service

    patsaison 9/23/11 1:46PM
  • Horrible, I say horrible customer service. Getting from worse to nightmare customer service. used to be one of the best now it is one of the worst. they should start with Welcome to T-mobile worlds largest worst customer service. How can we annoy you?

    Hah 9/23/11 9:00AM
  • I changed services and t mobiule is charging me for a full month of service when I left 3 days into the billing cycle.

    yaya 9/23/11 8:11AM
  • Customer service would rather guess or pass you on to another representative than spend a few minutes looking up the issue and trying to resolve it.

    icandobetter 9/22/11 6:28PM
  • Robbers Tmobil need to be shut down. We spoke to a supervisor/manager I have the persons name and ID number with a confirmation number for a service plan and amount agreed upon got a bill 3 times the agreed amount and now trying to verify our bill with someone other than the VERY STUPID REPS. but they will not transfer the call they claim it is not their policy to transfer or for a manager to accept phone calls what kind of company is it a SERVICE PROVIDER OR WHAT THIS COMPANY IS THE WORST IN THE WHOLE ENTIRE WORLD

    WENWEN 9/22/11 1:13PM
  • This complaint is because of VERY HORRIBLE CUSTOMER SERVICE and SURPRISINGLY HUGE BILLS this phone company should be shut down by the courts the Government. Robbery is a crime and this company just robs the people and win, Imagine we have been customers for over 10 years and now we just don't want to be with this company ever. Being billed for stuff one would never imagine existed. Agreed for a contract for $130.00 a month with insurance and to get a bill for $400.00. This is MADDNESS TMOBILE IS EVIL, THEIR EMPLOYEES ARE NASTY WILL NEVER RECOMMEND THIS COMPANY TO ANY ONE EVERYONE SHOULD OR SOON WILL BE OUT OF THEIR SERVICE.

    WENWEN 9/22/11 12:48PM
  • T-mobile is the worst customer service experience I ever had in my life,
    they don't reveal the hidden charges plus they insist that they are alway right,
    here is an example,
    I bought a nokia phone ,
    When I started having issue with the phone ( the touch screen was not responding accordingly;
    there was delay in the response),
    I called the service, they asked me to go through the couple of checks that I did, and the confirmed that the display
    is good and reverted my phone to factory settings,
    it worked fine for couple of days, after that it started giving me problems again,
    I called them back (my phone was well within the warranty limit),
    they told they are going to send me the replacment part( do you belive it was old par with scratch on it ) ,
    I took it, 3 months down the line they charged me with 35 dollors with out of warranty fee
    and thy said it is correct charges and they can't do any thing about it,

    The other worst thing is about the Dail in Customer Service,
    it is so bad that it is a big Challenge to get in touch with them,
    ( the machine can't interpret our accent), and it warns (yes warns you)
    that we are not able to understand what we are trying to say and we will disconnect, that happened 4 times in a row.

    Sanjay 9/22/11 11:47AM
  • T-mobile is the worst customer service I ever had in my life, they don't reveal the hidden charges plus they insist that they are alway right,
    here is an example,
    I bought a nokia phone , at it started having issue with the phone ( the touch screen was not responding accordingly there was delay in the response),
    I called the service, they asked me to go through the couple of checks that I did, and the confirmed that the display is good and reverted my phone to factory settings,
    it worked fine for couple of days, after that
    it startrd giving me problem, I called them back (my phone was well within the warranty limit), they told they are going to send me the replacment part( do you belive it was old par with scratch on it ) ,
    I took it, 3 months down the line they charged me with 35 dollors with out of warranty fee
    and thy said it is correct charges and they cant do any thing,
    the other worst thing, they call in customer services is so bad that it is a big Challenge to get in touch with them , ( the machine can't interpret our accent), and it warns (yes warns) that we are npt able to understand and we will disconnect , that happened 4 times in a row

    Anonymous 9/22/11 11:40AM
  • Anna, Dan, and Nikki in customer service lie, are disrespectful, and plain out do not have good customer service. I am curious if T-mobile just hires their employees off the streets and have no education and/or skills to do their job well. I was given three different responses to the same problem from each of these individuals. Dan told me everything on my account was good and my old number would transfer onto my new phone within 24 hours. Nikki told me that my old number needed to be released by my mom and that she would have to state to release old number to my name. After my mom did this, I called customer service back and spoke with Anna. She asked for my mom's last for digits to her social security which should not have applied due to that my mom already released the number to my name. She had no business asking for that information. I could tell from this that Anna did not know what she was doing as well. Everyone so far has been very incompetent and I feel I will never get this situation resolved.

    triciawhy3 9/22/11 9:42AM
  • The TMobile store on Boston Road in Spfld.Ma is useless . i mean so useless my kids can solve the phone issues quicker than the night or closing reps do. I brought my friend in to purchase a phone the ignore her as if she wasnt there. The night reps are the worst they have bad attitudes dont want to help you because its a half an hour before closing they mad that you even came in. we had phone issues they did not solve they said that they do not do any thing technical. Well what do they do ? Theyare not offering nothing as well. they dont ask for your ID or proof of who u are evn if its in your account. I said I see why my phone was hacked my privacy is not honored here. Someone already came in receive my phone info and I made sure to put a password on my account they dont even ask for proof. wow . no issues was resolved , well they never get solved. Tmobile need to trin their reps on high qwuality costumer care ,teach these reps how to operate and solve problems they are completely useless a waist of gas. i should ve went to McDonalds n waited just to go to another town n Conn who know how to greet and solve your phone issue. Tmobile please get your stores together we left to verizon to purchase her phone she saw how sarcstic n mean the reps was treating me she said she rather pay more money for her phone and receive better costumer service at another store. boston road store night working Reps are the Worst I rate them a "F" Failure to meet Tmobile valued costumer needs n "N" need more knowlege to better assist the costumers

    MizsOW 9/22/11 8:34AM
  • T-Mobile is by far the crappiest phone service I have been with. I have been using them since 2010, and can't wait to pay off the phone and drop them. They tried to charge me a $350 restock fee for sending back a defective phone; every month, my bill has continued to increase, and now it is over $100. The reps claim that it is "because insurance and regulatory fees have increased." Whatever. My first bill this past March was $92 and some change, and in a few months time it is more than $100?! I could go on and on about how crappy customer service is, but everyone else has already done a good job for me.

    tkgirl25 9/22/11 6:35AM
  • I use a prepaid phone, and they charge me $1.60 if i attempt to call foreign coutnries,the problem is the person didn't even pick up the phone, and I'm still getting charged?! :(

    LORI 9/21/11 8:14PM
  • T Mobile has the WORST customer service ever. I have been dealing with them for 2 days now. first of all the agents don't speak english and you can't understand a word they are saying. the stupid, incompetent agent converted my phone to prepay which I never asked for then get upset about her mistake and cancels my phone without me asking for that either. so now i am on day two and agent 23, most of them keep hanging up because they are too stupid to answer simple questions. one agent left me on hold for 35 minutes sayig she was going to get a supervisor and never did. then today the ignorant supervisor didn't want to deal with it so he pretends like his talking and then he hangs up. I worked in customer service 13 years i know that trick. t mobile customer sucks sucks sucks sucks. i hope they go under and everyone of the agents i spoke with goes through as much trouble as they have put me through. stupid bastards. I HATE T MOBILE! Now i have to wait an additional 24-48 hours for them to fix the problem that their agent screwed up.

    IHATETMOBILE 9/21/11 8:02PM
  • i was supposed to get a new phone by ups yesterday or alteast thats what t-mobile said and i didnt and it didnt come today eather

    wakwakaa 9/21/11 2:23PM
  • had a problem with my phone after calling in 5 times they sent me a replacement phone which turned out to be a refurbished phone with more issues then the original so i called another 3 times and they sent me yet another refurbished phone with problems truly a junk company allso my bill went up 12 $ after that for no reason switching to verizon this is why tmobile is getting bought out by at&t

    mitch 9/21/11 11:06AM
  • The worst service ever. Called twice to cancel the international discount call service and was still billed for that after 6 months. When I caught it again, the rep said he can only give me credit for 2 months instead of 6 months although I gave them names of the reps I spoke with that promised to cancel the unnecessary service plan.

    What a sleazy ball company!!!

    Underhanded, scumbag!!!

    I will not renew the service with them.

    Anonymous 9/21/11 10:23AM
  • They have the worst customer service ever! They are NOT helpful at all and they don't listen to customer, when the customer is asking for a supervisor. They can't speak the language. Really the worst company ever! True dummies working at T-Mobile

    They disconnect my daughters cell without the bill being due and have the nerve to tell me that I have to pay $40.00 to reconnect the phone. When the phones should not be disconnected in the first place.

    Anonymous 9/20/11 6:24PM
  • My T-mobile cell phone has always had sketchy service. I live in the middle of a twenty plus thousand residential area, and im having problems with service.
    Right now it shows that i have full bars but that it is searching. Everything in this life is about money. They dont feel like paying for good service since they already have people screwed on contracts. Yeah, well whats going to happen when those contracts run out and their customer base plunges?

    Jonathon 9/20/11 1:20PM
  • I recently called T-Mobile regarding problems with my phone...the representative told me to call him back on a phone other than the one that I was complaining about so that we might try to "troubleshoot" the phone. I called him back on another phone as asked. When I reached a representative they told me that they would replace my phone free of charge. I asked "aren't we going to troubleshoot the phone first?" the associate I was talking to said no, but they couldn't give me a new phone until I called on another line. The new phone showed up, I replaced the battery and my sim card per the instructions on the box. To my disbelief the same problems that I originally called about where still happening, (phone dropping calls, phone locking up, phone just not making the call at all) I get hold of customer support yet one more time only for them to tell me that there are problems with the network and that it is not a problem of the phone but a problem with the network that they are "working on" I was also told that there was no time frame not even days or weeks until that problem would be fixed. I said to the representative, "well I'm calling from my wife's phone and she also has T-Mobile and she doesn't have any problems" the associate told me that was because she has a 2-g phone and mine is 3-g after talking to about four different people and departments the best fix for my problem? Buy and UPGRADE to a new 2-g phone so that I could "enjoy my services better". I asked so you're trying to tell me that you want me to spend more money on a service that I am already paying for that is not working? "well we don't want you to do that, but if you would like to enjoy your service better than that is what we would suggest" the associate told me, I asked to speak to a manager, I went around in circles four times with four different people, all of which I had to explain the problem to and all which gave me the same answer of buying or upgrading to a new phone for a better T-mobile experience until they could get the network fixed, one guy even told me to not even upgrade my phone because it wouldn't make a difference! So I'm locked into a contract with a phone that T-mobile sold me that doesn't work on there network, except for when it wants to and there advice...spend some more money! Worst customer service ever.

    angry customer 9/19/11 8:54PM
  • I have been with Tmobile for almost 10 years and up until just this past year they have been great. WELL THAT TOOK A SIGNIFICANT TURN FOR THE WORSE. First I recommend tmobile to friend and my friend was taken through the ringers with tmobile and this is after I had nothing but good to say about them and convincing my friend to move over from ATT. Then they started on me. I called them 2 months ago wanting to reduce my bill amount every month. First I wanted to change to the 49.99 unlimited talk text data well i got to the point to which i would agree to the contract and was disconnected due to dropped call, I call back and spoke to a different rep and was told that there is a $200 fee for each line so 4x$200 that I would be charged going to this plan. This wasnt mentioned at all in the previous conversation so I am transferred to a so called specialist named sarah and she helps me and tells me she can get me into a plan with all 4 line having unlimited talk and text and that my bill $140 WITH TAX. Well I get my bill today and its $250 so I call and I am told that that what Sarah told me is not possible and that there was nothing that could be done and to top it all off I foind that they placed all of my lines under a new 2 year contract , WHICH I NEVER AGREED TO. Tmobile has changed and they are bleeding their customers for all they can... Its time to stop the bleeding here!!!!!!!!!!

    Purplehays 9/19/11 6:41PM
  • T-Mobile is a NIGHTMARE!!!!!! Indian tech support dose not have a clue what there doing or what you want to do. they hang up on me repeatedly. they have pretended to understand my request and then added lines to my account, added unlimited everything and my bill was 160 bucks, they dont care. and they wont fix my service plan or take off the unlimited calling. NEVER EVER EVER USE T MOBILE! I WOULD RATHER USE A 2 CANS AND A STRING TO TALK WITH FRIENDS THEN USE T MOBILE!!

    unhappy 9/19/11 3:36PM
  • I'm so incredibly sad. I feel like I have lost my best friend. Seriously, I have called T-Mobile Customer Service when I was in a bad mood just so I could get in a good mood... they have ALWAYS BEEN TERRIFIC! Now the end of the world as I know it! I can't believe I'm being so dramatic, but I really feel this way. My cell has become like my right arm... and I, like others here, have recommended T-Mobile on the strength of their CS. I've had lousy coverage everywhere I've ever lived. I've stuck with them because they always did everything they could to make me happy. And, as someone else already said, now they are just like AT&__T! Transfer, hold, talk to someone who sounds like they are a robot in a tin can on the other side of the Universe with just about that much compassion and warm-fuzziness. Unfortunately I changed rate plans only a few weeks ago and agreed to a new 2-year contract, so I'm gonna be stuck with this and hating it. Whew. This sucks hugely.

    Mh 9/19/11 12:36PM
  • Tim from Tech Support was to call me back within 72 hours regarding tix # 1467061 and the fact that my voicemail has been deactivated since last Thursday 9/15. It's 4 days later and no response and voicemail still doesn't recognized my own friggin # when I put it in.

    I also written an email to Mr. Phillip Humm CEO, Jim Alling COO, Brian Kirkpatrick CFO, FCC, Consumer Affairs, Consumer Protection and the Better Business Bureau oh and the Calif. Public Utilities Commission.

    They need to farm out their technical needs to Verizon's team. Give it up!

    Linka 9/19/11 11:36AM
  • I have a complaint, I have problem with my phone. it dont work properly. It freeze up and display wrong stuff in display.I have to keep take battery out. still dont work properly. sometime i cant call at all.call 611 cust. care. take 1/2 hour to answer phone. even than no service unles you want add new line. I have insurance on the phone. a t mobie my touch. I like the phone. it work well when I bouth it. now its playing outon me. Also I take it to tmobile on madderson st. in sacramento.Ca. thay clown me and was talking to other customer on the phone and people behind the conter that work there as if I was a not there.Pleas help me with this problem so my phone can be repaired.I pay my bill on time. I would lack to use my phone. If not I will complaint with BBB or Calif.comsumer affairs I dont want to go there. Thank you Acct.# 916-333-9078

    mrjohnmeans@yahoo.com 9/19/11 5:48AM
  • I have my cell service with t mobile. when I got the phone and the number I thought it would be my number, however, I find when I call me grandkids who are under the age of 10 I call them on there house phone to talk with them. However when I call them my number comes up with some one name that is not mine.I have been to the t mobile store where I got my phone and they have tried to fix it but no such luck.I MUST SAY THAT THIS PHONE SERVICE I WOULD NOT RECOMMEND TO ANY ONE. YOU MAY CONTACT ME for any additional info I RATE YOUR COMPANY AS A 1

    nanacarolj 9/18/11 2:53PM
  • Tried to buy a phone from their site but they keep rejecting it saying that they had trouble with the credit info. Tried other cards, same thing. The cards are fine as I've used them at other places. Then I called customer service, they try to do the same thing with the same results. They told me to wait 2 day and try again. Same thing. I got my wife to make the purchase, same thing. Does T-Mobile actually want to make sales or they just don't care.

    z 9/18/11 1:26PM
  • Been with T-Mobile for over 10 years. Recently bought a new home, 10 miles away. No coverage. Called rep. and was told that it would cost $100 now or $50 if I waited until it was less than 6 months. Moving so had to cancel. Got a bill today for $200 termination. Reps. told me "So sorry, nothing I can do."
    Great customer appreciation!! Will NOT EVER come back to T-Mobile or recommend, but I will pass this little tid bit to all of my friends and customers as I have a business also and I DO KNOW what customer service means and not Customer Screwing as you are doing to a very good customer that has spent thousands of dollars with you, but NO MORE!!!!!!!!!

    weld 1 9/16/11 5:01PM
  • I used to love T-mobile customer service I had switched from sprint soley for that reason. Recent events has make me thinking of taking the hit and canceling my service contract. I don't like paying money to a company that will actually hang up on me when I call customer service. It's not even a real person hanging up on me its a recording. Once I made it past the gauntlet and to a real person it still took multiple phone calls to get any sort of resolution. I don't have the time to get to a resolution I am actually happy with. Service contract or not it won't take to much more for me to find a company that values my time even just a little bit.

    circe1127 9/16/11 10:24AM
  • T-Mobile is right there to collect when the bill is due, however they don't give very good service to their customers. Wait a second, what service? If we are lucky we can finish 1 call out of 10 without being dropped. Did I forget to mention that is if you can find a network?
    Customer Care says why didn't you cancel the service within the first 2 weeks? We tried and they said it was too late. This company has the worst service, customer service reps are too busy transferring the call to another department to solve any problems. My question is why were we not told about the problem with the coverage in our area? Are they so hungry for money that they will do anything to get customers? I now have a two year contract to keep or terminate. To terminate it will cost more money on top of the money we have already wasted.

    tiredofbeingtaken 9/15/11 9:05PM
  • Two hours so far on hold to speak to someone about canceling a line!!! I have had better service at the local DMV.I can't wait for my contract to expire to drop them. Of course that is if I live long enough to speak to an agent. They can't cancel lines at the local stores where they sign you up in minutes.

    foremanjrs 9/15/11 11:18AM
  • Customer Service is awful - they do not let you talk and just keep reading their "canned" scripts over you. Had a Broadband issue since May. Purchased the broadband stick for someone serving in the Military - it never worked - they finally replaced it after trying to resolve the issue and then charged me $20 to replace it. I finally cancelled the service ($200) later and was really angry at the rude rep and finally hung up on her. I called back to get a confirmation number for cancelling my broadband and was told there is no confirmation numbers but the records show that the boardband and MY PHONE were to be cancelled. That rep scheduled my phone for termination out of spite. Fortunately the second person I spoke to fixed it and didn't try to give me any canned scripts. Just took care of business - I will be leaving T-mobile as soon as my phone contract expires!

    sandman 9/15/11 10:10AM
  • the customer representative did not know what she was talking about and the supervisor was horrible. she just wanted to argue with me and did not listen to what i had to say. when i told them i wanted to cancle my account they said i had to pay a fee!!!!!!!!!!!!!

    na 9/14/11 2:40PM
  • L McReynolds

    Extremely disillusioned with TMobile. Their customer service is shocking, with some, especially the supervisors, being really rude & adamant that "the customer is always wrong" attitude. I feel i am being ripped off constantly by them & now i am advised that i have gone into $800 worth of "overage!!!".

    I pd my July bill for August (ALWAYS MORE than the $150 incl taxes pm!!!). Another amt was automatically taken out of my account, WITHOUT PERMISSION - however they INSIST i did authorize this when, why would i when I AM AWARE of how much money i will have in my account at which point - a WEEK later after paying a whopping $173 for August, they automatically took out $189 for my Sept 15 bill approx around Aug 20 for SEPT 15 causing me to go into overdraft. My bank mngr contacted them & told them they are causing me financial hardship by attempting to take monies out of my account without my approval!

    Now i am advised, after telling me that my acc was paid up with a ZERO BALANCE until Sept 15, that i owe $800 for going over my minutes, which i have not done in the entire year i have been a customer. The supervisor was rude, actually arguing with me & telling me that it is VALID & i owe them this amount!

    I refuse to be held financial hostage by these horrible organizations & going to go with BOOST OR METRO PC. I AM DONE.

    Anonymous 9/14/11 10:09AM
  • T mobile has great plans, no doubt about it. but is it worth it? since we have moved we have had dropped calls, no bar signals. they have even had an engineer come out and verify that. but no, nothing. so we left. now were probably charged with the $200 per line early termination fee. which is ridiculous, because are phone bill was $160 for 2 lines. We were paying $160, for service in our area, which is in a populated area, by the way. WE paid them that money, only for our phones not to work.

    Fukktmobile 9/14/11 9:45AM
  • I have had this company for 7 months and have had nothing but problems and headaches! i never had a day of smooth service! Every time i go to pay my bill in the store the employees are rude make you wait and this company never accomidates!!!

    Anonymous 9/14/11 9:05AM
  • Tmobil has the worse service ever!!! one, I can't even understand the customer service reps! All of their accents are super thick, and I have to keep repeating myself-it gets annoying especially after I've been on hold for 40 minutes!! 2) the automated voice ask you all this info to "help serve you better" but the dang customer service reps ask you the same questions when they finally pick up! 3) I 've had to replace my phone 3 times!! and it still SUCKS!!! it reboots by itself at least 5 times a day and freezes at least 10 times a day. I am so through with these people and their raggedy phones and service.

    annoyed 9/13/11 7:21PM
  • The customer service is horrible!!! I am switching back to AT&T! I HAD a 4g mytouch and it kept shutting down and rebooting itself every 10 minutes. I replaced the phone TWICE and then the battery! then when there were to send me another new phone, they sent me the wrong one, and then told me that I cannot get another phone until I send the WRONG one back. Then when they received the one that I sent back they said that they have no more mytouch 4g's in stock and I have to have the phone that I just sent back!!!! They kept switching me to different people, This company and their phones suck and I am so disappointed.

    me 9/13/11 7:11PM
  • EVERTIME I CALL IT TAKES NO LESS THAN AN HOUR OF TO GET A HOLD OF SOMEONE WHEN I CALL I HAVE TO MAKE SURE THAT I HAVE AN HOUR OR AN HOUR AN HALF TO WASTE IT DOESNT MAKE ANY SENSE WHY IS IT TAKING SO LONG TO REACH A REPRESENITIVE MAYBE I SHOULD JUST SWITCH TO AT&T NOW MY LOYALTY OBVIOUSLY MEANS NOTHING I HAVE BEEN WITH TMOBILE SINCE NOV 99 AND NOW THE HOLD TIME IS NEVER ENDING NO MATTER WHAT TIME YOU CALL.

    TUNABEAR 9/13/11 7:05PM
  • I'm gonna puke after dealing with these people. Ive had to dispute the bill and ague with these people so much that ive lost money time and buiseness fighting with the billing and customer service division. hours upon hours. what to do besides get out of my contract that they forced meinto to change my plan ?

    someone who's sick of t-mobile 9/13/11 4:18PM
  • Been a customer since 1999..in the past few months customer service has gotten horrible. After renewing my contract and purchasing 3 new phones, I can't get in touch with anyone. Been on the phone waiting for over 40 min. What is the deal? Ready to cancel my contract.

    Disapointed 9/13/11 8:29AM
  • T-Mobile is a sell out!
    I've been a loyal customer since 2007. They were ok back in the day. After dealing with their reps I've come to the conclusion that it is in my best interest that I cancel my telephone service with them. For one they bumped up the prices on their insurance protection plan. Its not like we're are getting a brand new phone, we have to be satisfied with a refurbished phone. Bull!! Even after paying a monthly fee you still send me a piece of crap phone. The nerve. I find that unfair when I ship you my phone because my complaint is clearly a software prob. Then I open my package to find a beat up refurbished phone. Wow! This is the thanks I get for paying my bill on time renewing my contract. I'm just warning my fellow T-mobile customers don't fall for their good rates in the end they are the worst wireless company ever. At&t knew exactly what they were doing with their offer. Buy them out less complaints...Happier customers.

    Lush 9/12/11 11:36PM
  • We are a business customer with tmobile for several years more than 4 years ... Called the recently 09/06/2011 to add a line.. Made me wait for 30 minutes for verification and approval.. after that i was transferred to customer care to change the plan.. waited for 30minutes before i got some to speak with me, she told me that she does not see a line addition and transfrred me to sales.. waited 10 minutes..Guy started the verification process.. Waited 30 minutes.. iam hanging up decided on moving to different business friendly carrier..

    chan 9/12/11 4:04PM
  • i had been a t mobile customer for a long time. your company gradually got worse and worse. then i get the family no contract plan. which i was told i could cancell at anytime. no fees. cause im not under contract. the phone i got was horrible. my bill every month!! was higher..and higher. noone could ever explain what was goin on. but by the end of conversation each person i talked to..each month. would say its fixed. NOPE!! its not. never was. my phone was horrible. i had to go through 4 of them. then another phone that was bad. my bill goin up!1 when it wasnt suppose to. then i cancell my service. then i notice each month..it gets higher and higher. and went one for like 2 1/2 months. NOW... i have a 850.00 dollar PHONE BILL!! how does that happen !! i wasnt in contract!! how does a bill go higher and higher after i cancelled my service and my bill was suppose to be 65.00 a month anyways. how does it even get that high to begin with. i cant stand t mobil!! now..im turned in to collections.

    xoxoheatherxoxo 9/12/11 12:54PM
  • I have been a customer since February 2002 when they were Voice Stream ....... then became T-Moible .... in a Five Star World, these people have been TEN Star UNTIL JUNE 2011 ... what has happened to "My T-Moble" ... "stick together'?

    What the hell has happened to T-Mobile?

    I was upgrading my BlackBerry 8900 to a BlackBerry 9870 in July and eligible to do so in August for only $125.95 on other sites and $199.95 with them at T-Mobile. WHAT? Customer have to pay more? Why?

    THEN ......... T-Mobile does not have BlackBerry 9870 even after comfirming that I would get one?

    WHAT THE H E L L (HELL) has happened to T-Mobile?

    Now when I call customer service and ask for help, and I ask the person (each time some "beginner" apparently) does not have access to my records and goes on and on "selling" me there service. And each time the results are extremely disappointing.

    WHAT the HELL has happened with the FIVE Star Company? ........ and was 10 Star to me for over NINE YEARS.

    God help you people and us customers!!!

    squeekim 9/12/11 10:31AM
  • I have been with t-mobile since 2007. T-mobile used to have 24hour customer service connected with a rep within 6 min all the reps used to be helpful and truly a pleasure. But now its no less the 1 hour to speak to a rep. Then its a rep that have a very heavy accent that i can't understand. And to make it even worse when i try to by pass the automated system the system hangs up on me. This is so frustrating. In addition to the fact that they cap you at 5gb. when I am sure alot of customers pay for unlimited data services with their smart phones. When I pay for unlimited I want unlimited. Especially now with all of our very advanced phones that has netflix, hulu, flash, youtube, pandora, Last fm. Such a shame I stay hoping it will get to the tmobile I knew and love but now I see its a waist of time and money even now as I am typing I have been on hold 22:01.

    Tmocust2007 9/12/11 8:21AM
  • I've been a loyal customer of 5 yrs to t-moble till know that after making payment arrangements to avoid disconnection or getting charged late fee, t-moble still disconnects my services n charges me extra late fees after making a payment. You would think that if you came across a situation wher u know that u are going to be late or won't be able to make a payment they would work with u "well yeah right " no they dont.

    Anonymous 9/11/11 10:47PM
  • very disappointed in tmobile, and representatives on phone, noise in the back round, music, unwilling to keep old costumers, Basically said rather than working with me I could leave the plan and go else where. Wow that is how you treat , and has been with the company before they were tmobile? Guess they told me. See ya tmobile, and I will bring the seven other families with me that I talked into using tmobile.

    Anonymous 9/10/11 6:37PM
  • T-Mobile is HORRIBLE!!!!! I have been with T-Mobile since 2007 and until a few months ago the Customer service was awesome i was able to speak to some one quickly. NOW I wait from an Hour to Two hours to speak with customer service! Im not trying to sound like an ugly American or anything but im assuming the calls are now routed over seas because half of the time i can hardly understand what the person on the other end are saying, before i was able to have a nice conversation with a Representative about the day and the weather in my state compared to how it was in theres. This is the worst customer service i have ever had in my life and T-Mobile should be ashamed of themselves! As soon as my contract is up I WILL be switching to another company which pains me because i really used to love my T-Mobile service!

    Brbdoll 9/10/11 1:18PM
  • OMG!! I was on hold for 51 minutes tonight after several hold times of an hour or more throughout the day and the past few weeks and months and so on. BUT to top it all off after being on hold for 51 minutes I get my husbands cell phone and decide to try in stereo and low and behold - they pick up on first ring over on my husbands phone and my phone is still on hold. THIS MEANS THAT THEY ARE NOT ANSWERING CALLS IN ORDER _ THEY ARE NOT HELPING OTHER CUSTOMERS THAT HAVE BEEN HOLDING LONGER THAN YOU - NOPE!! Now I am on hold for the loyalty department - who wants to bet I get disconnected. I have been a tmobile client for 10 years (voicestream).

    Loretta 9/9/11 8:30PM
  • Completely disgusted. My husband and I have been loyal customers of T-mobile for over 6 years. We moved into a new home about a year ago, and after doing so, realized we had no phone service in our home. We contacted T-Mobile several upon several times to attempt to resolve this issue. We wanted to stay with the company due to their superior customer service. We were talked into extending our contract for two years so that we could receive new phones which were supposed to be wi-fi capable. When we decided to do this, we specifically asked if we were able to cancel our contract if these phones did not work. We were told no problem due to the fact that a technician had already verified that we had no service. These phones also did not work, but we stayed with the company and paid our bill anyway, for one reason their customer service. We also ended up having to buy new phones, yet again, but paid out of pocket this time.
    So recently we see an ad for T-Mobile with a cheaper rate plan and called to switch. We were told by customer service that we could not switch without paying a $150 migration fee. They stated that otherwise we would have to wait until our contract expired. I got really angry and told them the only reason we were under contract was due to an issue that was their fault in the first place. I told them to just cancel my service then. I was informed that we could only do this if we paid our $200 per line early termination fee. When I informed to supervisor that we were told we could cancel our plan any time due to the fact that we had no service in our home, she told me that no one would ever tell me that and that I should read my contract.
    She then transferred me to the "retention" department who also told me that I would have to pay the fee. When I asked her to please review the notes on my account, she told me that no one had documented that they told me that. She stated that she could see that we had called several times about our service and could see the technicians notes about not having service, but no one had documented that we could cancel without a fee. Excuse me, but why would I renew a contract for a plan for which I had no service without asking that? I am not a moron. So SO Angry, a wonderful company has gone to crap and has become a bunch of scam artists. It's about the money and no longer about the customer. We will be switching as soon as our contract expires next year. Just keeping my fingers crossed that I have no reason to deal with their customer service again before that. What happened to T-mobile?

    astoffel 9/9/11 7:53PM
  • I WILL BE FILING A CONSUMER COMPLAINT,WITH EVERY NEWS CHANNEL HERE IN ATLANTA..EVERY NEWS PAPER,POSTING IT ON FB,TWITTER,AND WHATEVER ELSE..UR CUSTOMER SERVICE IS THE WORST EVER!!! AND U DONT CARE ABOUT THE CUSTOMERS AT ALL..I WILL BE CHANGING MOBILE COMPANIES,AND TELLING ALL OF MY FAMILY AND FRIENDS TO SWITCH ALSO!!! AND NEVER USE U GUYS AGAIN!!!

    MS.G 9/9/11 3:41PM
  • THE WORST CUSTOMER SERVICE I HAVE EXPERIENCED IN MY ENTIRE LIFE!!!...NO HELP...MY MONEY WAS TAKEN OFF OF MY CREDIT CARD(CHARGED TWICE),AND NOW IMHAVINGTO GO THRU HELL,JUST TO HAVE A FAX FAXED TO MY BANK,AND A SIMPLE EMAIL SENT TO MY BANK...STILL HAVENT BEEN HANDLED,AS OF YET..BEEN GOING ON FOR OVER 7HRS.

    MS.ICY 9/9/11 3:36PM
  • We have been told 10 different answers by 10 different customer service specialist -
    we have been told there are no "supervisors" to speak to -
    we have been told we CANNOT email anyone at the company (even after we explained that we live abroad and cannot easily mail anything)-
    we have been given 4 different fax numbers after we have demanded them and EACH of them has been disconnected -
    We have been given the run around and lied to about ending our service 30 days before our contract and not incurring a fee - even though we have been customers for over 6 years and are stopping our service due to moving overseas. Not one of the customer service people made correct or complete notes.
    Most disappointing because we will NEVER use TMobile again and they used to be so responsive.

    kuest 9/9/11 8:25AM
  • i have been trying to reach tmobile for the past 2 months but i only get through if i wait longer that 35 mins or worse. What happened? It looks like when i am calling from a different area, i can get through faster. This sucks

    dedi 9/9/11 4:22AM
  • Just received my last bill from T-mobile. I had two phones with them, Talk and text unlimited only. I shut off one phone on July 19 and someone accessed my account turned the phone back on on the 29th and was shut off on the sixth of August. Now T-mobile is charging me for the activation fee and the service of the phone. I shut my line down on the 7th of August and with no a no contract phones I still have to pay the billing cycle. T-mobile crazy, since they gave me the store that reactivated the phone with my information. No one has acceses to my account , not even my wife.

    stosh 9/8/11 7:42PM
  • Absolutely Disgraceful! I can't believe that a company this size can get away with the terrible service. I am currently reporting them to oftel as I'm confident their behaviour is criminal.

    Do not go with T-Mobile

    nigel 9/8/11 1:55PM
  • I became a T-Mobile customer in 2005. I have had nothing but problems and every time they say they are helping me they have changed plans or done something to try to help with the service plans they have extended my contract. So for 6 yrs I have been stuck in this plan n not once have they given me money off my bill for not having service n being able to use our phones. Once or twice they gave me a cple hundred min. 4 free. This last lady I just talked to was the rudest person I have ever encountered on the phone, I said does it make much sense that I c adds on t.v. For T-Mobile for full unlimited family packages for $100 for two phones and that's what I have and I pay $240.00 a month and can't use our phones, And U R Disrespecting me and I've put up with this for 6 yrs and u guys won't let me out of my contract? They always say well that's strange cause it shows that u have coverage in ur area & Then I say well u wonna know something even stranger...I Don't! & then other times they've said that had towers down & service will be restored soon & it hadn't n I had 2 use a family members phone cause I can't even afford to have a home phone! DON'T GET T~MOBILE CAUSE WILL WASTE A LOT OF MONEY & TIME!!! Mad Customer In Iowa! Michelle

    tmobilesucks 9/8/11 11:29AM
  • First rep... was unable to solve the issue to activate the phone.

    The secound rep... called me back from the home number and was able to active it under a minute.

    Thank you

    N/A 9/7/11 12:33PM
  • been trying to log in on tmobile try to get an upgrade but it never works!!!!my contract is up in about a month im done with you flippin jokers!!i cant believe i wasted 7 years on you guys!!!!! At&t here i come

    Anonymous 9/7/11 10:46AM
  • As with many of the complaints, I have been a customer with T mobile for many years never had a problem with customer service until lately there customer service sucks, my contract is up soon and i need to speak to a cusotmer service rep and everytime i have call i have been ob hold for 30mins + this is just ridiculous! This will be the main factor as to why I will not sign anopther contract with them and go with a different carrier!! Very disappointed at how bad it has gotten!! I hope some of the higher up people read these negative comments in hope that they resolve this problem!!!!

    Jennifer 9/7/11 6:06AM
  • I have a contract nokia n8 phone it's still under warranty and it fell apart about 3weeks ago, after a 40min phone call to get someone to understand the problem, i was sent an envelope to return the phone to be repaired, it took 2wks to return and after 3days the exact same fault happened, the whole of the bottom of the handset just comes away on one side, it has to be held together with the use of a phone cover. I have rang this morning expecting to be told a replacement will be sent only to be told 'ahh well send it back again'. If i didn't know better i'd say the phone wasn't repaired the first time properly so i'm less than impressed that the only help i get is to send it back. At the moment it's still under warranty but in just over a month that expires what happens then....when asked this question i was told well nothing you'll have to purchase a new handset. I think this is disgusting i've been a t-mobile customer for alot of years have 2 phones and sometimes 3 contracts at once and this is the service i get....plz if this is correct it's time someone reviewed the policies of the company needless to say i'm not happy or impressed with the service i'm recieving.
    Thankyou Dawn Owen

    Anonymous 9/7/11 2:33AM
  • I've been with T-Mobile twice, most recently for the past five four years. The main reason I went back to them was because of the superior customer service--the reps were always polite, helpful and friendly.

    Fast forward to the past six months or so. The customer service has gradually declined to zero! For three consecutive days last week, I waited on hold for over 60 (yes, SIXTY!) minutes each time before I finally spoke with someone.

    That someone (with an American-sounding name, no less) invariably was not a native English speaker. That doesn't really bother me, but when asked for their general location, for them to lie and say they're "based in the U.S." is pure BS. When pressed for specifics, the standard reply is that they're "unable to provide their exact location for security purposes". F you.

    All I wanted was to temporarily forward incoming calls from one phone on my account to the other phone on the account. The dumb chick insisted they cannot perform that request, and I was livid as I explained that not only can they do it, they've done it before. That led to a three-hour phone call full of holds, and they dummy in the Phillipines/India still didn't complete it. I am so done with this company. And the kicker is, when I called back and again after a 60-minute plus hold, I was hung up on after a long hold when I explained I wanted to complain about the previous rep.

    The only company I hate worse than T-Mobile is AT&T, because they are greedy thieves. I am still owed a $50 rebate for signing up with their worthless home high-speed internet back in 2006. I have all the documentation and recorded all the calls, but each time I spoke with someone, it was as if I'd never called before, and also I was given so many different excuses as to where my refund was, that I finally just gave up.

    I am so glad my contract is up on September 18! Only 11 more days and they can kizz my azz!

    ShitT-Mobile 9/6/11 9:57PM
  • My service was fine for several years, until last month (8/11). Someone from T-Mobile called me and said that I qualified for a plan that would lower my monthly bill. But when I received my bill, it was higher than before. I've called numerous times, at least 10 times with a average wait of about 30 minutes each time. I have yet to get someone to explained to me why? I just keep getting the run around or get cut off from whomever I was talking to. It's extremely fustrating and as soon as my contract is over, I most definitely will be going to some other cellular carrier. I can't hardly wait to get away from this shoddy service and couldn't care less attitude of the customer service representatives.

    Dlaw 9/6/11 6:00PM
  • "Eric G (T-Mobile CSR): If you call in please ask for Customer Loyalty wait should not be long, I understand your time is valuable to you."

    I have now been on hold for 41 minutes and 57 seconds! This company is worst than AT&T!

    Can you say "sucks"?

    Ssimmons0 9/6/11 11:56AM
  • I never had an issue with TMO until lately... Maybe it's my imagination but it seems that their customer service went down hill since announcing the AT&T merger!!!

    Anonymous 9/6/11 9:39AM
  • TMOBILE HAS THE WORST CUSTOMER SERVICE I HAVE CALLED 4 TIMES IN 3 DAYS AND WAIT ON THE PHONE FOR OVER 30 MINUTES AND HAVE YET TO SPEAK TO A LIVE PERSON

    ANDRE 9/6/11 9:25AM
  • I was with flex pay for three years and it was great. I switch to a plan and it has been all down hill. My internet is unreliable at best (it has not work for up to a week at a time). They suspended my service over 27 dollars when I pay them close to 200 a month. Then charged me 60 dollars to have the 3 lines back on. The Rep at belle isle told me they would just add the 27 to my next bill. When I tried to explain this to the financial Rep on the phone she said I should have called her department. I guess it was stupid of my to think the people at T-Mobile stores were authorized representatives. My internet wouldn't work today but apparently labor day screws u out of help. Well enjoy your day off cuz I can't wait to switch to sprint. Saving up to buy myself out of this contract with T-Mobile because its just not worth the irritation. By the way some customer service reps I could understand would be great

    lesyea 9/6/11 1:42AM
  • If you would like a good phone and excellent service go to verizon. T0-mobile uses sims cards and verizon doesn't. I had bad service and could not use my phone for a week t-mobile could not fix it and would not credit my account. I dropped t-mobile went to verizon and got service and a phone. I was able to use my verizon service and phone in places I could not use t-mobile. Customer service sukcs with T-mobile

    deereek 9/5/11 6:34AM
  • I'm having problems with my phon and was told to go to the nearest tmobil store to get my sim card changed so i did the employees are rude and they tried to transfer my phone #to another sim card and deleted all my numbers and pictures i think if they don't know what they are doing they don't need to work their .

    Anonymous 9/4/11 2:12PM
  • T mobile staff are very rude, i have had 3 staff hang up on me, and refuse to put me to a supervious , the company is trying to mug everyone, giving faulty phones and not repalcing trying to make warrenty to run out. t mobile try to rub everyone. the phone keeps going to repair and they wont replace it and every time we call and speak abut it staff hang up on us. T mobile are the worst company ever.

    Anonymous 9/4/11 7:18AM
  • just like most of you I signed for unlimited plan 69.99 family of 5.two weeks later they offered the same plan with better 2gb for extra lines and cheaper at 49.99 ,I would save 60.00 a month.so I calles them,and of course after waiting for so long I got a live CS rep,they want $200.00 migration fee per line,I said never heard this before you always were good for me changing plans no problem,and your rep should've told me a better plan comming like they used to,last time I was advised by them to change to my fave to save $$.they were great,now the are mostly rude they try to avoid giving direct answer,maybe they are ignorants,by the way I called 4 different occasions,same $200.00 migration fee,no upgrade witch now I'm eligible for 2 lines,but you know what ,I can't wait to drop'em. I've been with them for 5 years,I did mention poor reception because all carriers have that problem in some areas.AGAIN I CAN'T WAIT DO DROP'EM !! I HOPE THEY READ THIS NO MORE
    T-MOBILE FOR ME,THEY SUCK

    NABIL OF WAYNE NJ 9/2/11 6:16PM
  • on hold for customer care for 2-3 hours, sucks!!!!!!!!

    Anonymous 9/2/11 5:20PM
  • I've been a T mobile customer for over 10 yrs.
    My average bill is between $49.99 - $69.99
    Received a bill for $475.00....I immediately
    called knowing this was impossible, after getting to a 3rd person in customer care, was told there was a glitch in the system and the bill would be corrected. One week later they suspended my account. I then called and explained to another customer care rep. who
    said they would go half with me on the bill...
    To which was absolutely absurd...then said let me see what I can do, I will call you back tomorrow.....3 days later, no call,
    If this is what TMobile calls Customer Service???? I have gone to another service,
    and will never recommend Tmobile after this experience. Customer Service is key to the success of any business...if you can't provide this simple service, you WILL fail!

    mcastalano 9/2/11 9:16AM
  • i am so glad i switched to sprint
    my final bill from tmobierle is for $115
    $50 termination fee even though i was on a month to month plan and $65 for my normal monthly fee for ONE day of service...they wont prorate it!!!
    youd think after being with them for 8 years they would help me out...sorry
    guess they need money for all those stupid commercials
    i will never ever even consider at&t or anyone else stupid enough to associate with tmobile
    do not sign with tmobile

    tmobiledoesntcare 9/1/11 1:39PM
  • My husband & I have been a loyal customer of T-Mobil's since they were Voicestream!! I used to have nothing but positive things to say about the coverage, signal, & customer service but something has drastically changed!!! I called customer service because I am getting no signal in my home or my place of business and I used to be able to carry on conversations with no problem. I was disconnected FIVE times and each one of those times I was speaking with someone who was having trouble with the English language!! Finally spoke to someone on the online help & they said they would send a tech to the local towers & call me within 72 hours with a resolution. 1 1/2 weeks later, no call and still basically useless phone. Soooooo disappointed in this company. What happened??

    1980ladybug 8/31/11 6:33PM
  • I've tried to contact tmobile customer service many times only to wait on for customer service to answer after 2 hours! i want to switch servers so bad! can someone please tellme why the wait is so long?

    lovejoy 8/31/11 4:35PM
  • I'm going on my 5th day without a cell phone because the HTC HD2 (that I'm still paying for) has a frozen screen that not even a master reset could fix. I called T-Mobile on Monday and they said since I have the insurance, they would send me a refurbished phone overnight via UPS.

    Well, on Tuesday I run home from work to see if my package had arrived but nothing. When I check my tracking number online, it says Delivered- left at front door. After I knocked on all of my neighbor's doors, I called T-Mobile and explained that UPS never delivered their package, at least not to me. Another phone was promised for the next day.

    Today, Wednesday, I go online to see if I have a tracking number. None. I call T-Mobile again. Well, now the package will not arrive until Thursday although it had been promised today. So I tell the girl "Listen, I've been without cell phone service for 4 days now. Is there any way I can walk into a store to get a phone?" Come to find out I could've gotten a loaner. Thanks so much to the Service Rep who failed to tell me that on Monday. Anyways, she puts me on hold to call the store and ask them if they have a phone I can use. She gets back on the line and gives me the T-Mobile store to go to in Sheridan Plaza, Hollywood, FL.

    I run there during my lunch break, wait 20 minutes, and finally had someone come help me. And all he could say was that they could not access the safe where the loaner phones were kept. My first reaction was to ask "Didn't T-Mobile call you to ask just that before I drove all the way here?" To what he replied that they must've spoken to someone else... Now, it's only him and one other dude in the store- Really???!!!

    At this point, I am only a phone call away of calling T-Mobile Customer Care and telling them they're all full of crap! I've been on a wild goose chase since Monday. I've been a customer for over 5 years and pay insurance every single month! The damn phone I got last year should still be working today but no one can seem to tell me what's wrong with it!

    The main problem here is that T-Mobile does not want to assume responsibility- They're not accountable for their products and services! And don't get me started with UPS!!! But that is the problem here in America- big corporations get away with bloody murder!

    jargon30 8/31/11 11:23AM
  • I activated my t mobile prepaid account today. I have a balance of $3.30 I tried to increase this amount on line and, after filling in all of the required information, I was told the system was down.
    Then I tried calling 611 and got the runaround talking to a recorded voice. After several more tries I got to talk to a human and was told a payment was not due until 9/29.
    Don't you folks want business?

    Anonymous 8/31/11 9:39AM
  • I have an issue that they wont resolve and turned off my phones because of it. I paid my bill to a Tmobile store authorized dealer, after 7 days they send me a text message that my phone bill has not been paid. I call them and they tell me go back to the store, went back the store was closed completly, had a sign on the door saying closed call tmobile if you have any questions. I faxed over the receipt a million times, called Tmobile customer service also a million times nothing they can do. I have the receipt that i paid, and they are saying they didnt receive the payment. They authorized this guy to have a tmobile store and accept payments and yet again they cant find my payment that i paid. And by the way i paid in cash and they are saying payment was revised. How is this possible that a cash payment can even be revised without a signature, social security number or any of my account information. They are terrible, never resolved my issue and still fighting with them. DO NOT get service with this company!!!

    Chicago customer 8/31/11 9:16AM
  • Left AT&T due to poor customer service;can't believe T-Mobile is even worse. I haven't had a correct bill since I signed up. Going back to AT&T

    daughteroftheking 8/31/11 6:15AM
  • Tmobile should be shut down as a business, first of all you can't understand half of them, none of them speak english! second of all they are all morons, they all tell you something different. Ever heard of a staff meeting?? Why don't all you tmobile reps get together and get you stories straight!!! All of them are morons!! someone shut them down, hurry!!!!!

    JesseR 8/30/11 9:55AM
  • I have been with T-Mobile for nearly 10 years. My contract ran out October 2010; I stayed with them and renewed in July, 2011. I signed a 2 year, 69.99 unlimited everything plan. Now T-Mobile has a 49.99 unlimited plan, with 2 gigs of data. I have 200 mb. I called to switch to the 49.99 plan and I was willing to sign a new 2 year contract. Yes, I could do that but I would be charged a $200 migration fee. The CS person was rude and interrupted me when I tried to ask questions. She tried to humble me by telling that I would save only $20 per month. That's a lot of money. She tried to avoid my questions when I asked what the differences are between the two plans and did not want to tell me the cheaper plan had more data. All she wanted me to know was that I would not be able to get free upgrades (which are crappier phones than I can buy at Wal-Mart for 78 cents). When I asked to talk to a supervisor, who is probably just another CS sitting next to her pretending to be a supervisor to get me off the phone, she all but refused, telling me the supervisor would just tell the same thing. Too many times I have not been able to get service where I live; still, I remained loyal. T-Mobile! HEAR THIS! I WILL NOT RENEW MY SERVICE WITH YOU AND I WILL TELL EVERYONE I KNOW NOT TO RENEW SERVICE WITH YOU!

    Heraberra 8/30/11 9:51AM
  • T MOBILE has absolutely the WORST customer service I have ever dealt with. My service does not work in my neighborhood and they say it because the towers are not working properly in my area and they don't know when they are going to have them fixed, so I see no reason to keep my service with AT&T, but they said under no currcumstances can they let me out of the contract, but they can give me a discount on my data plan, WHAT!!!WHAT THE CRAP GOOD IS THAT GOING TO DO ME IF I CAN'T USE MY PHONE YOU NO GOOD,WORTHLESS IDIOTS!!!!! Wow, T mobile is a joke, they should not even have a business license!!!

    LJVAN 8/30/11 9:36AM
  • T-Mobile is the worst cell phone company. I recommend anyone considering moving to them call their customer service line. You will be on hold a minimum of an hour. They over charged me and I've called 3 times to discuss it. Once on hold for 2 hours, I was disconnected. When the girl couldn't explain the over charge I asked to speak to the manager. She hung up on me. Three calls later and 5 hours of time total, I still don't have an answer but I get calls from an autotmated system telling me they are going to disconnect my phone. The customer service people are incredibly rude. I wouldn't recommend them if they were the ONLY phone service option.

    OVER T-MOBILE 8/29/11 9:39PM
  • T-mobile is now the absolute worst. They are now worst than Verizon. I'll likely cancel them even if I have to pay early termination fee. Question is, which service provider shall I use then? Seems like all are going south. Any suggestions?

    Dont use tmobile 8/29/11 7:04PM
  • so i was fine till this day that i got my bill tmobile just freaking sucks they are charging me calls i didnt make and i say how could i of made that call if MY PHONE DIDNT EVEN WORK IT WAS FROZEN!! so i made calls altought the phone was frozen so my bill is 470.00 so then if i cancel 2 lines it will be 400 more so know i have to pay the 470.00 because i made the calls. I also couldnt acess my account beacause it had a password how is it possible i cant acess my account cause i have a password tmobile is the worst cell phone company ever they are just thinking of hoew to still our money

    crazy099 8/29/11 4:12PM
  • I DIALED 611 ON MY MOBILE PHONE TO GET HELP MOVING A SIM CARD AND INFO FROM MY T-MOBILE SAMSUNG TO MY T-MOBILE BLACKBERRY. THE DIGITAL OPERATOR DID NOT UNDERSTAND WHAT I WANTED SO IT DISCONNECTED THE CALL. THEN I DIALED 800-937-8997 TWICE AND TRIED TO WORD BY PROBLEM DIFFERENTLY, BUT GOT DISCONNECTED TWICE MORE. THIS IS BS. IF I DIDN'T HAVE TO USE A COMPANY PHONE, I WOULD GO BACK TO AT&T.

    Anonymous 8/29/11 3:40PM
  • I called today because I saw T mobile advertising a lower rate for the plan that I have. First the person I got a hold of was very hard for me to understand(broken up english.) Anyway I wanted to change my plan to the current plan being advertized. I was told it would cost me $200. a line. I find it so hard to understand that when you want to upgrade there is no fee, but as soon as you want to save money they want to charge you like you were canceling your account.

    Anonymous 8/29/11 11:13AM
  • I have always been very Happy with T-Mobile until recently, too. Phillip Humm, their CEO would surely like to know about the changes in customer service (unless he's behind it all, if so that would be a real shame as this company is being run down fast.)

    Their reps used to try and help customers if their bill was incorrect or anything else, but now they stall as much as possible so you'll just give up. The insurance on phones is useless. I've paid 10 dollars a month for insurance for 5 years and when my phone blacked out on me, we verified that there was no water damage was authorized to return the phone with a replacement on the way. 3 weeks later they notify me that I'm being charged $35.00 for my replacement phone as they decided it was a damaged phone. I should have taken digital pics of the phone before I sent it back. I was Screwed, period.

    They charged me incorrectly on my bill two months later. When I called the rep. was Rude and told me since I'm 7 days past due, I should be thankful that my account wasn't just cancelled and if I wanted my service to stay on, I'd need to make a payment immediately for everything that's due, THEN we can talk about any disputes I may have.

    Can't wait till my contract is up, unless the new CEO makes changes in how the customer service people handle things, we'll be moving to another company.

    The retail store's another fiasco. They use a sign in sheet (like the doctor's office).

    While waiting for my name to be called I watched a lady pick up a charger from the shelf and just wanted to pay for it. After about 5 - 10 minutes, she asked a sales rep. if there's a check out line somewhere so she could pay for it, he told her she needed to sign in on the sheet, so she did.

    About 10 minutes later she put it back on the shelf and told the guy to cross her name off the list. Instead of ringing her up, he just let her walk out the door. She walked past me, rolling her eyes and was obviously disgusted by the lack of service. T-Mobile's exec. staffs names and titles are listed below. The address at the bottom can be used to let them know what you think of them nowadays (be sure to write ATTN. and the name of the exec. you'd like to reach).

    T-Mobile Senior Leadership Team
    Philipp Humm
    CEO and President

    Jim Alling
    Chief Operations Officer
    Cole Brodman
    Chief Marketing Officer

    Peter Ewens
    Chief Strategy Officer

    Dave Miller
    Chief Legal Officer and General Counsel

    Larry Myers
    Chief People Officer

    Neville Ray
    Chief Technology Officer



    Inquiries? For commercial questions or customer service inquiries, Contact Us.


    Send your questions and comments to:
    T-Mobile Customer Relations
    P.O. Box 37380
    Albuquerque, NM 87176-7380.

    DisgustedT-MobileCustomer 8/28/11 4:05PM
  • Wow, Looking through the complaint and time frame, and the fact that most of us have been loyal customers of T-mobile for at least 5 yrs and being treated like crap, because AT&T is so jealous of what T-mobile was all about, great customer service, american employees,and now AT & T has put T-mobile in the dumps. I can't wait until April 2012. CONTRACT OVER AND BYE BYE T-MOBILE OR AT&T. Who ever they are.

    Anonymous 8/28/11 7:42AM
  • Before the possible merger with AT&T, T-Mobile was a great company. and recently they have gone down hill, I called on Friday August 26,2011 about a different plan that was cheaper, and at the end of the call I told the supervisor that I did not want my plan changed and to leave it as it was, and he changed it without our permission, and it has been a nightmare trying to change it back, We have been with T-mobile for 5 years and it had been great until this phone call, I can't wait for my contract to end which will be in April of 2012 and I will be shopping. I truly believe they have already merge with AT&T and still are using T-Mobile to keep T-mobile customer.
    After this 2 day nightmare of trying to get back on the original plan we had. I will be shopping. Before potential Merger with AT & T, I would talk very highly of T- Mobile, because they were a great, fantastic cell phone company and fantastic customer service, after Potential merger, Lousy customer service, and will mess with your contract to make sure you stay without your permission.
    Will be shopping and doing homework on cell phone service.

    Anonymous 8/28/11 7:22AM
  • Customer Service has decline big time. Just like a rock falling from the sky. Whoever is running this department should be FIRED. I use to be able to speak to customer rep here in the states and they were very helpful and easily reached. Now it seems like you have to fly to the Pacific to get helped because that's where they are now. If you call them twice everyday for a week and add up the wait time before somebody answers the other end, that's about the accumulative time to fly to this island in the Pacific (12 to 14 hrs) but hold on do you think you get any answers to your questions or any help? NO, NADA, NYET, FORGET IT. If you think of calling anyways make sure you have all your high blood pills in reach and a glass of water beside you. This is the worst customer service of all carriers. These people should be FIRED. Get out of T-mobile before they take you out to the cleaners. ASAP

    Leave T-mobile ASAP 8/27/11 5:21PM
  • Tmobile assured me that I will get a new phone as long as I got a two year plan but once i got the plan they never sent the phone to the right address. They made me pay overnight shipping fees and now they will not allow me to void the contract. Does anybody know if they could get away with that? I do not want to pay them a fee for canceling the contract especially since they did not hold up their end of the bargain.

    jav2vent 8/27/11 10:26AM
  • we were moving from a location t-mobile had service to one that did not have t-mobile service. We were ok'd to end our contract, just send copies of our new utilities to prove our location. we did this 3 times and they seemed to loose them. well now our credit report shows we did not pay.
    our credit report suck now. So now I am letting every one know how we were treated after being a cusomer for 7 years.

    Leon 8/26/11 1:24PM
  • I have been trying to reach a customer service rep since last night 8/25/2011
    it's now 1:20 pm still waiting to speak to one.what going on maybe you guys need to hire more people since you charge so much for phone service,am not happy with T_Mobile can't wait for my CONTRACT TO BE UP IN DECEMBER TO GET AWAY FROM YOU ALL""

    wilma12 8/26/11 10:29AM
  • customer service is terrible. I have been on hold for 45 minutes and still no response. Of course, a techie answers they will have the standard apology, which is meaningless. The poor techie is just that. Just there to take phone calls. Very frustrating. I would cancel my service today, but I can't afford the $200 cancellation fee.

    dueker1 8/26/11 9:14AM
  • SAVE YOURSELF DON'T GET T-MOBILE.

    Worst service provider I have ever had. Paid lots of money (on time for a year), for very poor service. Terminating my contract for $200
    Some companies are just bad >P

    chefbabyryan 8/26/11 7:27AM
  • FOLLOW UP:

    I FORGOT TO MENTION THIS ABOUT T-MOBILES CUSTOMER SERVICE. THE CUSTOMER SERVICE USE TO BE RATED AS THE VERY BEST BY JD POWERS AND ASSOCIATES AND ALSO BY CONSUMER REPORTS. HOWEVER ABOUT JUNE OF THIS YEAR 2011 IS WHEN CUSTOMER SERVICE STARTED TO GET VERY VERY BAD. THIS IS ALSO ABOUT THE TIME WHEN AT&T ANNOUNCED THAT THEY ARE PURCHASING T-MOBILE FOR THIRTY BILLION DOLLARS. EVER SINCE ALL THIS MERGER TALK ETC. T-MOBILE SERVICE HAS GOTTEN ROTTEN. ALSO THE HOLD TIMES FOR CUSTOMER SERVICE CAN SOMETIMES TAKE OVER 30 MINUTES BEFORE THE CALL IS ANSWERED. THEN YOU MAY ALSO END UP SPEAKING WITN A FOREIGN SOUNDING PERSON LOCATED OFFSHORE IN NEW DEHLI OR INDIA... HORRID COMPANY

    kaiserlichehoheit1 8/26/11 2:08AM
  • Monterey Peninsula California

    I have been a T-mobile Customer ever since the Company arrived in California. I have 4 Prepaid Gold Awards Cell Phones and 2 Regular pay account Cell phones.
    Well I must first say that I was lied to back in December of 2010 when I first got my Regular pay phone account with T-mobile. The phone I got is the LG Optimus and I was told that it was the newest phone at that time and that the phone was a 4g network phone. Well come to find out the phone is only 3g and in fact not a 4g network phone. That is when the problems started.
    The Optimus phone started having major problems. The phone died after about 1 hour of use. So first thing T-mobile did was send me a new battery. That didn't help the phone at all. The phone still continued to die after 1 hour of use. So T-mobile then sent me a new LG Optimus. Well I told the Customer Service Rep. that I was so upset and originally wanted a 4g network phone and not 3g. So she talked me into getting the new Galaxy S from Samsung. ( a 4g network droid phone)
    Got the phone in June of this year. (2011) Well from then on billing problems arose and all kinds of other issues. When they sent me the new Galaxy S phone I had no idea that the Rep. also changed my rate plan to a unlimited Talk and Text plan. So my first 2 bills came to about $160.00 per month.
    Well the August bill arrived and the Bill was about $325-.... Big billing error....
    So of course I immediately contacted T-mobile customer service and that is when the run around started. First off I was on hold for about 45 minutes before a Rep. even responded to my call. That was enough to piss me off big time.
    Then when the first Rep. told me that most of the charge was due to Third party applications downloaded to my phone that got me outraged and even more pissed off. I assured the Rep. that I never purchased any Third party applications and that I don't want any on my phone. He then said I would be given a credit. Credit was over $30-... Credit was also never applied to my account....
    So after a few days I phoned T-mobile again. This time I spoke with a Manager from Customer service. She told me that all applications that was charged to me would be reversed and also any other charges that was placed on my account. There was also 2 Phone number change charges of $15- each per phone. Total of $30+ tax.... Well these charges that she said would be removed also wasn't taken care of.
    So yesterday 25 August I again phoned T-mobile and this time had a very bad Customer Service Rep. She yelled at me and told me that I was responsible for the entire bill and that T-mobile wouldn't credit anything. So I told her I was going to cancel my phone service.
    After hanging up with her I ended up immediately driving to my local BestBuy Electronic Store. I purchased a New Sprint Smart phone 4g network with a newer Droid Version. Also the plan with Sprint is much much cheaper than what I was paying T-mobile.... After getting home with my new Sprint phone I attempted to call T-mobile once again to this time cancel my 2 lines with them. The Manager told me to cancel would cost me over $500 total. this is for 2 Smart phones. I told her I wouldn't in anyway be paying any type of cancelation fee. So this is where I am with my terrible T-mobile Experience. I have boxed up the 2 Smart phones and will be sending them back to T-mobile. I don't want them nor do I need them. Ever since AT&T announced that they are purchasing T-mobile that is when T-mobiles service started to get bad.

    kaiserlichehoheit1 8/26/11 1:56AM
  • I have been a t T-Mobile customer since 2003, In June I had gone over my minutes and texts so I called to inquire about a better plan. I was offered Unlimited Call AND text for $79.98. Long story short I was lied to and was charged $99.98. I called and disputed and was credited $20 which to me gives my story credit. I wrote a letter and was called and everyone is disputing my story but when I asked to be out of my contract, they took my 2 year back to the time prior to my making the change. So I have to wait till 8/12 to go elsewhere. These people lie and don"t care.

    Bellaboo 8/25/11 12:58PM
  • I was on hold for 40min before someone from india finally picked up the phone. no matter question i answered she kept making me repeat myself and STILL seemed to not understand a word i was saying. now i don't have a deep accent of any kind. but i don't want to try and add a new line of service to my account which i have had for over 10 years, with someone who doesn't have any idea as to what i'm saying. i don't trust that person. i asked nicely for someone in america. she refused and she was not able to do that. i asked if she can transfer me to a manager, she said yes. i said then you can transfer me to someone in america. she said no i can't. i asked why, her answer? "because i am the one working on your account right now." what the hell does that mean? i called her a liar, got a manager on the phone after she kept me on hold for ANOTHER 30min and he then transfers me to keisha in america. ugh fml.

    Selma 8/25/11 11:07AM
  • After so many calls and running out of battery several times for the long waits, talking to their agents who don't know what they are talking about and losing some customer calls, I finally give up. I just paid my bill and got out of T-mobile. I have been paying this company more than what I should be paying if I was with the best carrier with the best service. Just about every bills, I have to contest it because new charges comes out from nowhere. EXISTING CUSTOMERS BEWARE. This company have the worst service on all categories and I don't think they care because they are being acquired. But At&T should know this. If AT&T ranks in the bottom for customer service, wait til the merger is over and they will be down in the cliff dragged down by T-Mobile. I for one is not going to AT&T but would rather pay more to get a bettter service. If there is a class action suit against this company, put me in.

    Nitro 8/25/11 8:48AM
  • Store located at 3935 Grand Ave, Suite E Chino Ca 91710 - DO NOT GO TO THIS STORE!!!!! The store manager is JOSE. If he applies to work at your company..DO NOT HIRE HIM!!!! Poor customer service. He made racist remarks regarding customer who was stating they wanted to cancel services. I was about to purchase a phone and walked out and went to another service provider. I wish I knew JOSE's last name. I would create a blog about him so future employers would be aware of this person. AWFUL customer service. RUDE!!!!!!!!

    PCS 8/24/11 11:31PM
  • I went to T-Mobile 3935 Grand Ave, Ste E Chino, Ca 91710. I wanted to just close the acct that was opened on Sunday and keep the original one I had. Frustrated that I was unable to save my pics, I just wanted to keep the old acct so they would not get lost. The Store Mgr, Jose was so rude. He not only told me that the customer is wrong but he yelled and raised his voice at me and my husband in front of 2 associates and another customer. I asked him for his District Mgrs name and number. He only gave me his name Bob but said he I could leave my number bu he would not call me anyways. Then he tells me he would not have charged me the restock fee but now was going to. The store was closing and I watched him talk about the incident to the one sales associate and a unknown female. He is rude, nasty and unprofessional. I will continue complain and follow up on every website until he is FIRED!!!!

    TMobile Sucks 8/24/11 11:26PM
  • I have been a customer for 2 yrs I did not want to upgrade my phone because I am keeping it but since my 2 yrs are up t-mobile said I can get a new Family Value plan with more minutes unlimited text and unlimited web for 69.99 with a 2 yr agreement, I confirmed this with the sales rep that I was ordering just that she said yes that is right. After it was all confirmed over the phone I checked my account the talk and text messaging are what I ordered but I see that my web is only 200 MB !!. I called right back and asked to speak with a supervisor I have been told there is not available.So instead the woman very hard to understand kept trying to sell me another web plan. I gave up speaking to her too hard to understand and called back and got another customer service rep who was also difficult to understand (accent also) he wanted to change my plan also I told him I would not because I could not understand him enough. It is difficult to believe that the sales rep sold me the wrong thing and I cannot speak to a supervisor about it? I just signed a 2 yr agreement for something I did not get ? Terrible customer service

    edyedith 8/24/11 7:21PM
  • I recently signed a 2 year upgrade with Tmobile. WHAT A BIG MISTAKE!!!. I have had nothing but trouble with them. I guess its what I get for staying with them. Any way the phone i got the GARMINfone was defective and discontinued well they sold it to me anyway. I tried to have the phone fixed they said they cant fix because it was DISCONTINUED. They sent me a replacement phone HEY i don't want some refurbished phone they decide to send me I want a phone that i earned for my 2 UPGRADE. Well I fought with these people for a month to get a phone i wanted. I finnally repeated them to the BBB. After they told me i could get a new phone. I paid for the phone (down payment) I waited for my phone 2 weeks NO PHONE I called to find out why they tell me Ohh we don't have any in-stock you have to wait. I called the Supervisor from the office of the president of Tmobile (the lady who called me after i repeated this to the BBB) Well what a SHOCK she never returned my phone calls I Finally received my phone. I agreed to a installment plan for the phone i purchased I agreed to 3 payments of 15.00 starting in May. I paid mays,junes,july. WHAT DO YOU KNOW THEY ARE CHARGING ME FOR AUGUST (i did pay this) I called tmobile to have this issue resolved with them LOW AND BEYOND they refuse to fix the over charge, I then discovered my PAPER billing statements and online billing statements THEY DID NOT CORRESPOND WITH EACH and what THE SO CALLED "tmobile reps tell me) I found COUNTLESS inaccurate and inconsistency with my billing statements (paper and online) don't correspond with what the Tmobile Representatives tell me. Tmobile refused to acknowledge their own paper and online billing statements. IM SICK AND TIRED OF WAITING ON THE PHONE FOR AT LEAST AN HOUR FOR SOME PERSON TO PICK AND CANT EVEN SPEAK ENGLISH AND HAS NO IDEA WHAT THEY ARE DOING!!!!!!!


    WARNING TO ALL TMOBILE CUSTOMERS PLEASE READ OVER YOUR PAPER BILLING STATEMENTS AND ONLINE STATEMENTS IF YOU SEE ANY INCONSISTENCY REPORT IT ASAP!!!!! HOW IS A CUSTOMER SUPPOSE TO KNOW WHATS GOING ON WITH THEIR BILLS IF NOTHING ADDS UP!!!!!. IM NO ATTORNEY BUT I KNOW THIS THIS HAS TO BE ILLEGAL AND THIS HAS TO BE SOME SORT OF FRAUD!!!!!!!!! TMOBILE CANT NOT GET AWAY WITH, SCAMMING AND LYING TO THEIR LOYAL CUSTOMERS ANY MORE!!! CUSTOMERS IF YOU NOTICES ANYTHING ABOUT YOUR ACCOUNT THAT'S INACCURATE REPORT IT!!!!!

    ANMB2217 8/24/11 5:54PM
  • OMG!!! T-Mobile is beyond the worst customer service. I have been calling every single day and sitting on the phone with T-Mobile customers service for 2-4 hrs since 8/18 and have yet to receive a resolution to my problem. Needless to say this hold mix up came up about because i only called to inquire about a different promotion and due to the lack of understanding the agent actually change my service and since then T-Mobile has became my second job.

    spierce01 8/24/11 5:24PM
  • T-Mobile has the worse Customer Service, I'm alway's on hold for 40 mins or greater and they still don't answer. the only way i get thru is to call from a lane line ans say you have new activation. when my contract is up in october i'm switching company's, i've only had t-mobile going on @ years and the worse experience

    Anonymous 8/24/11 11:20AM
  • I HAVE BEEN A T-MOBILE CUSTOMER SINCE VOICESTREAM. MANY YEARS! HAVE HAD THE BEST CUSTOMER SERVICE ...BUT THEN IT HAPPENED! MY DAUGHTER WENT TO THE STORE TO PICK UP A PHONE CHARGER AND WAS SCAMMED INTO A WEB SERVICE DOES NOT USE. HAVE MADE A DOZEN CALLS AND VISITED THE STORE AND "NO ONE" CARES. HAVE SPOKEN TO AT LEAST A DOZEN CUSTOMER "LOYALTY REPS"..NO RESOLUTION. DISCOVERED TODAY THEY OUTSOURCE - THIS MAKES ME EXTREMELY UPSET. All I ASKED IS IF THEY COULD SWITCH PHONE CONTRACT FROM MY DAUGHTERS PHONE NUMBER TO MINE....THEY ARE NOT LISTENING. IF MY NAME IS ON THE BILL,PAYING ON TIME - WHAT DIFFERENCE DOES IT MAKE WHICH LINE HAS THE EXTRA SERVICE..ALL I GET IS, "IT'S IN THE CONTRACT" BLAH BLAH BLAH STUCK FOR TWO MORE YEARS...BUT SPREAD THE WORD EVERYONE!!!!!OUR FAVORITE T-MOBILE IS NOW OUTSOURCED....

    HATE T-MOBILE 8/23/11 10:18PM
  • T-mobile customer care are a bunch of liars. The two I talked to told me two different things and one of them even gave me a fake name. I then went into a T-mobile store and they treated me with so much disrespect. He told me that I would be saving money if I switch to a new plan but the bill went up. I went in to talk to him and he threaten to call mall security to escort me out if I called him a liar again. I said ok and asked him a question about my account and billing,then he said are you talking to me? I said yes, and he told me to leave. Great way to solve a problem. He then went on to say that the customer care representative I said I talked to does not exists. The second representative I talked to said she did not say anything about going to the t-mobile store. That's three people saying three different things to me. I still can't get over how that Manager from the t-mobile store was so very unprofessional and rude. I just want to say that t-mobile representatives need to be train better and not lie about things. It gets frustrating when everyone I talk to there are telling me different things. Why are they able to get away with this? Very dissapointed, I want this resolved now.

    Anonymous 8/23/11 12:23PM
  • HOW DO YOU PUT INTO WORDS.....WORLDS WORST CUSTOMER SERVICE IN THE RETAIL STORES AS WELL AS ON THE PHONE. I HAVE BEEN WITH TMOBILE FOR SEVERAL YEARS AND HAVE NEVER BEEN MORE DISAPPOINTED IN THE ALL AROUND SERVICE RECEIVED WITHIN THE PAST YEAR. THE EMPLOYEES IN THE STORES ARE EITHER REALLY IGNORANT OR UNDER TRAINED AND WHEN THEY CANT HELP YOU THEY WILL REFER YOU TO CUSTOMER SERVICE 611. THERE IS NO ONE THERE UNTIL 3PM. WHAT DO YOU DO WHEN YOUR STUCK IN A CONTRACT WITH A COMPANY THAT IS NOT PROVIDING THE SERVICES YOUR PAYING FOR. GOOD LUCK AT&T IN 2012. I WONT BE SIGNING A CONTRACT WITH ANYONE. I PREFER TWO CANS AND A STRING.

    Anonymous 8/23/11 8:55AM
  • Have been a customer since the beginning of tmobile-9years? Did notice they are sneakier and less trustworthy since the AT&T takeover. They upgraded my insurance without my knowledge or consent but they did refund me. Had a store employee convince me to upgrade my plan that I've had for a few years but he failed to tell me the limit on browsing minutes (had previous plan w unlmtd) so internet and my email were screwed up for a while. Supposedly they switched my internet connection to the android service and I have a blackberry 9700. Was very inconvenient and now have to pay extra to have the unlmtd 2gb speed I had before!! Scammers. Also, encountered an extremely unfriendly rude associate named Toni at the Scottsdale Fashion Square Mall location that will deter me from going back to that store.

    tmobile sold out 8/23/11 8:28AM
  • I will be going to Metro when my contract is up!! Customer service is worst than before if that is possible. I am on hold for 40 mins. and the other day 30 mins. I can not upgrade my phone and have not had descent service for almost 2 wks.

    Anonymous 8/23/11 6:45AM
  • THE WORST COSTUMER SERVICE. THE LONGEST HOLD TO GET A RESPONSE AND THEN GET SOMEONE OVERSEAS THAT CANT UNDERSTAND!! IT IS UNACCEPTABLE TO PAY THEM OVER $100 A MONTH TO GET TREATED LIKE THIS.

    Bellvj 8/23/11 6:40AM
  • Horrible constumer service. The hold time is about 1hour to get a life person overseas. No wonder there are no jobs. It is frustrating, totally unfair!!!

    rayb 8/23/11 6:33AM
  • Horrible service from a company with no ethics. I have been a customer for over 6 years and just replaced my 2 phones. They added a $30. monthly charge for internet service which I never agreed to and would never use.I called the same day I got the bill and was told I was beyond the 14 day "Buyer's Remourse" period. When I again stated I never agreed to this, they didn't care. Their only resolution was for me to take another $15. monthly service and they would cancel the internet service. This is no way to do business.

    Anonymous 8/23/11 5:51AM
  • Well, based on these comments, as well as my recent experience, it's become obvious that T-Mobile no longer cares to provide customer service. I've been a T-Mobile customer for over 5 years. They used to have the absolute BEST customer service, not only on phones, but ranked very high out of ANY customer service departments I ever dealt with. Didn't the even used to get JD Power top ratings? My final horrible customer service experience, was today. I don't know who I'm switching to at this point, but whoever it might be, it would be impossible for service to be any worse. The attitude really is, we don't care, because we don't have to care.

    Kevin 8/22/11 1:40PM
  • I've been with T-Mobile for over 7 years and always stuck with them through good and bad reception because their customer service has been EXCEPTIONAL!

    Well the last 3 months or so (starting around June 2011) it seems like things have gone south. There rarely is a friendly/helping/understanding rep on the phone anymore. It seems like they play games and make statements that are either not factual or contradicting based on who you speak with. No one is on the same page anymore. Their retention department used to be able to help to ensure your satisfaction when someone dropped the ball; but now they act like 'o well, take it or leave it- we don't really care if you stay or leave us as a customer.'

    Bottom Line- I don't feel valued anymore as a customer. I just got conned into extending my contract 2 more years and so pissed I did. Right after I did it their service got even worse both reception and their customer service. They are eager to help you when your contract is coming up to make sure you stay a customer longer, but after you are 'stuck' they could care less to give you genuine service.

    As soon as my contract is up I am switching elsewhere because now since their customer service is bad they have nothing going for them.

    upsetmobile 8/22/11 12:01PM
  • T-mobile customer service used to be very friendly and helpful. Don't know why they are sooooooo horrible now...I definitely will cancel my service with them after my contract expires.

    Anonymous 8/21/11 8:19PM
  • Been a loyal Customer for 4 years. I don't know what happened, all of a sudden they have the WORST Customer service. I was told by the T-mobile worker that if I just paid $45 dollars now and the rest ($80) later in the month, my phone would still be connected. I did that, and two days later THEY turned my phone off!!!!!!!!!!!! I called Customer service and told them what the Rep at the store said, "I'm sorry, theres nothing I can do about that" I asked to speak with a supervisor and the customer service rep refused to transfer me. It seems like the customer service reps need more training. For this reason, the fact that they lied to me, and didnt wanna work with me, a loyal customer.. I switching over to Sprint.

    Ceasar 8/21/11 2:47PM
  • I live in Bridgeport NY and have not been able to receive calls or call out since Friday around 4PM except about 5 hours Saturday morning. We can sometimes retrieve messages from our voice mail, the phones do not ring in calls just goes to voice mail. When I call out it says network failure. Is there a problem with the reception out here all of a sudden?

    Anonymous 8/21/11 4:00AM
  • t mobile unable to access network is widespread in CA. Tech support after an hour confirmed that cell towers were down from mid CA to LA. Could not give a time to repair.

    63tri73 8/20/11 7:03PM
  • Do not join T-mobile!!!
    They use to be fantastic now they are shocking. After 2 months and still no resolution to my faulty handset i have sill not been allowed to speak to a manager on the phone- they actually tell you they are just refusing to put you through because they feel they have resolved your issue.All they have done is accused meof things I have not said/done, personally insulted me and think that re-imbursing 1 months line rental is the reasonalbe resolution to all complaints! Will be cancelling my contract today I hear 3 are much better with customer service!

    Anonymous 8/20/11 10:07AM
  • DO NOT GET SERVICE WITH T-MOBILE/AT&T! Before AT&T bought T-mobile, they were great. Now, they have turned into the evil empire, and use trickery and deception to make money. Talking with customer service is a nightmare!! In May, a data plan was added to my plan without my initiation or consent. I called immediately when I received the change in plan text notification. They told me they would remove the data plan. They did not remove it. I had to call again in July, when it was again on my bill and they said again they would remove the data plan and charges. Then, my bill in August was high again due to the data charges, and on top of that they had increased the premium protection plan by $2 without my consent. When I called they told me they were removing these charges...yet again. I received a text today of my ACH payment, and they had not removed the charges. So, I spent over an hour on the phone with the customer service rep and 2 different managers...and about to move onto a 3rd, but I dropped the call. Imagine that! Apparently, they have 2 levels of employees there. The customer service rep (if you can call it that), and the manager which is their "highest level of escalation". They are refusing to drop the charges now, because they say that I have data useage. I never added a data plan, and on my service plan it says I will not be able to access the web if I don't have a data plan. So, how can I be charged for data useage without having a data plan. They say they will credit the data plan charge back to me, but that I will still be charged the data useage amount, which is 1.99 per unit or minute used or something like that. I am going to look into paying the cancellation fee and going elsewhere for my phone service. I refuse to be with an unethical company. I don't care what the short term cost is, it will be better in the long run to get out now!

    nikki78 8/19/11 9:21PM
  • Wow T Mobile. Wow.
    So I have been with them for 10 years and it has come to the point where I would rather be with Sprint. They show absolutely no sense of customer support. They would rather run their loyal customers into the ground then even give them straight answers it seems. After many several disappointments and frustrations it has come down to one final straw that has broken the camels back.
    I just called to ask about a refurbished phone price listed at 359 with a refurbished discount and a mail in rebate that doesn't tell you that you can only qualify for those discounts unless you are signing up for a new 2 year contract until checkout. Then when I call the representative that I was put with says nothing more than "trust me it'll be 500 something for you." I asked him why I would just trust him in that when the price is clearly marked at 359 and he says " oh... just trust me it will be." no straight answer just "trust me it will be". Then when I get minorly agitated he decides to get snarky with me about it saying that he is the one who sells these things and he is the one who knows what he is doing not me. Wow. After ten years of T Mobile service I can promise I WILL NEVER EVER EVER GO THROUGH T MOBILE AGAIN. Well done.

    Meredith 8/19/11 8:38PM
  • 8 days late on payment and they disconnected my phone?, talked to customer service, she said 20 per line to reconnect. i ask them to waive it, only 8 days late, she says no. i go to tmobile store and pay my bill, he says my phone should not have been turned off, only when you are a month late, and he said i wouldn't be charged the 20 per line fee. so i call back to speak with a manager to find out what the criteria was for disconnecting the phone, week, month late? when? First he told me that he didn't know, and that it was all automated. So what if its automated, can't you tell me when my phone will be turned off? no, can i talk to a supervisor. no, he will tell you the same thing. Let me talk to the supervisor. okay, on hold for 5 minutes, Sorry supervisor won't talk to you.

    Conclusion, right hand doesn't know what the left hand is doing.

    Turning my phone off after 8 days late?

    Lazy a$$ supervisors too busy to talk to a 4 year customer. F U too Tmobile. The only thing i can do is Bicht and cancel my account.

    TOGO 8/19/11 6:12PM
  • I echo each complaint. We have been with Powertel, VoiceStream, and now T-Mobile. I have spent 3 months speaking with Destiny, Steven, Felecia, Melanie, Zeporia and hung up on by supervisor Sufian and "retention specialist" Nick.....

    They cannot do what they say- cancel a line and change a plan. I have spent 4 evenings on the phone with them with a simple request- change my service from 2 lines to 1.....Because they are incompetent, I am liable for the 2 months where they didn't get my request into their system.

    In the mind of T-Mobile- they are right and the customer is always wrong. I do not recommend T-MObile/ATT to anyone.

    GOOOO Verizon!

    Jaxsun 8/19/11 5:53PM
  • I posted on here a couple weeks ago about the HORRIBLE experience I had with them. I filed an online complaint with my state's Attorney General and today I got a call from T-Mobile saying they're going to refund me most of the money I had to pay for my last month of service.

    Apparently people at corporate can break the rules but customer service people can't. So it's worth it to escalate your complaint!

    Starlight9804 8/19/11 12:31PM
  • T-MOBILE CUSTOMER SERVICE IS HORRIBLE. THE LAST REP I SPOKE TO REFUSED TO TRANSFER MY CALL OR LISTEN TO WHAT I HAD TO SAY, SHE TALKED OVER ME AND TOLD ME TO GO ONLINE AND LOOK AT MY ACCOUNT!

    Anonymous 8/19/11 11:51AM
  • WOW Finally I can make a comment. I have to say I have been with them for 8 years and never had a problem till a few weeks ago. HORRIBLE! first of all don't call on the weekends because you will not get anyone in AMerica....almost 2 hours and they still could not get it right. I called during the week to tell them what happened and they promised to fix the issue and call me in the AM and what a SHOCKER they never called. I went on the website to file a complaint and was talking to the email tech. who told me to mail in my review ha ha ha what a joke. customer service has gone reallyyyyyyyyyyyyy down and i'm actually thinking of going to someone else...maybe someone who cares about a customer who has been loyal for 8 years. REALLY disappointed.

    nothappy 8/19/11 11:46AM
  • This Company has got to be the worst at Customer Service I have ever been involved with.

    I would rather work with "Peggy".

    Two months and over a dozen people and my account can not be corrected from their mistake.

    dhenry 8/19/11 10:28AM
  • Was happy with T Mobile until now......

    I bought my first smartphone from T Mobile three weeks ago, and wanted to swap my old T Mobile cell phone number with my new smartphone. Called T Mobile customer support, who asked for my PIN on my old phone to verify my account. I told them I didn't know it, and that my old phone number was part of a family plan set up by my wife. So the customer support person asked my wife for her PIN, which she didn't know (we have no reason to use our PINs), so she had to call T Mobile to get her PIN reset. She had to call them twice because their voice recognition system didn't recognize her responses (apparently you can't change a PIN by talking to a live person). Finally she got her PIN replaced, and so I gave T Mobile customer support her PIN, but then they said "why did you get your wife's PIN, when we needed yours?" At this point, very frustrated, I asked, "isn't there some other way to get a PIN replaced, like by me giving you my social security number, the credit card I use to make my prepaid minute refills, something?!" But, no, you have to call 611, and go through the automated hell. Finally I do this, and voila! My PIN is changed. I give them my new PIN, and finally he requests to have my old phone number swapped into my new smartphone. But in 24 hours. And he doesn't know when it will be activated. sigh

    t-who? 8/18/11 10:16PM
  • After 2 years of miserable service, I changed providers for my phone, but still had an open contract for my hotspot modem, they shut off my service due to THEIR mistake, then charged me $20 to restore service. Coincidence?

    Anonymous 8/18/11 3:19PM
  • Beware! I've been a long time tmobile customer, and was happy up until recently. Then today was the pits! They have gone downhill!! I called on 7/23 to cancel service, I asked what my balance was, paid all of it, then went to verizon to get new phones. I also called from verizon and cancelled. Well, I received another tmobile bill for the full month since cancelling. They told me I never called to cancel, that I was porting over, and I should have called back to cancel. I have two lines which belong to my sons. Well, kids don't tell you the phone is still active. Tmobile now tells me I owe last months bill, and now the current bill. This is ridiculous! In the past they have been very nice, making adjustments when needed, etc. Now I can't even cancel my own lines. I was given the runaround today and talked to jennifer, cindy, dante(dropped the call), cindy, jesus' again (took my # and was supposed to call me back in 5 - 10 min. After waiting an hour I called back and talked to gene, then eli (supervisor)I must pay for service from 7/23 to now. I will not pay, but will file all complaints I can, and file lawsuit if necessary. Go somewhere else! Tmobile used to have the best customer service....well, all that has changed. Beware!! Rip off report!!

    LizE 8/18/11 12:51PM
  • T-mobile has ZERO customer service!!! I am sick and tired of having to call them EVERY month to get resolved and error that was theirs! Today I spoke with a manager and he even uses the script book and still no resolution. When I requested to speak to a Sr. Manager... he refused to transfer me! T-Mobile you suck. Why would you have a customer service team that their main response is we can't do that, we aren't allowed to correct our mistake! Your customer service should have the knowledge and tools to do and correct anything.

    Tonya M 8/18/11 9:29AM
  • T-Mobile customer service is ridiculous. Do not even think about buying a phone or service from them !!!!! - Unfriendly and incompetent.

    I was a loyal customer for over 8 years, spent well over $ 10.000 over the years and now this.

    Never ever again - TMOBILE.

    Never again TMOBILE 8/17/11 8:15PM
  • tmobile gave us longdistance numbers when we activated so when doctors offices and future employers try calling from a land line it wont go thru...called and talked to customer care and got yelled at by a superviser named casey and they cant credit the bill...wow its almost worth paying the cancellation fees just not to deal with these people..

    bhatfield 8/17/11 5:41PM
  • This is a very poor Company. My father had a stroke and I called them after a couple weeks went by. My dad lost his speech so I called Team mobile to cancel service and they told me to send a copy of the power of attorney. So I am getting ready to send when my father dies. A few days later I called, then they said to send a death certificate. Well here goes 3 more weeks and I mail around the 26th. I finally got a response the 17th and they posted the info on the 10th. Wow usps is really getting slow??? Mean while they continue to bill all the way to the 10th. There tactic lets them bill a extra 6 weeks and then they still charge early termination fee.

    rmauk 8/17/11 3:52PM
  • Couldn't contact T-Mobile by WEB - their address shows invalid. I have had problems with my cell phone service for months - it shows No Service more often than not. I changed out the phone's SIM card as suggested by the call center's Tech - no difference.

    Anonymous 8/17/11 12:52PM
  • worst customer service ever! the language barrier and scripted responses are enough to send you over the edge! i wish i could find a pre-paid carrier that has customer service within the USA! i was with TMobile as post-paid and never had a complaint..going pre-paid means giving up on getting any kind of descent customer service.

    Char 8/17/11 9:21AM
  • T-Mobile's customer service reeks badly right now as it is. They used to be good, but now wait times are ridiculous and you get unknowledable people from other countries who just give you the run around and then hang up on you! I've heard this from many, many of its customers, just do a google search and you'll see what I'm talking about. WHAT HAPPENED TO THE OLD T-MOBILE THAT WAS SO GOOD??

    AT&T happened. Every time AT&T touches something it turns to crap!

    I've been a customer of T-Mobile for about 10 years. Me & my family are leaving as soon as we can now.

    KD22 8/17/11 7:56AM
  • I've been a tmobile customer since 2004. They used to have great customer service. Now their customer service sucks. No one in the stores can help you and customer care has you on hold for over 30 minutes. i cant wait until my contract is up.

    Anonymous 8/16/11 5:54PM
  • I need some advice i send t-mobile a divice back...they never send me a return label and i took the box a ups store..thinking they will send it back to t-mobile...big mistake..now t-mobile claims they have not recived and they want to charge me $250...i talk to them ans explain i'm a single mom and cant pay that money.....please help what can i do....ups store is willing to talk to t-mobile and explain to them that yes.. i took the box and they send it to the post office and they should have it...any advice as what i can do...

    Anonymous 8/16/11 4:30PM
  • I used to be T-MObile's number 1 fan. Friends would ask why I stayed with a company with such a crappy network and I would say because I'd much rather deal with their friendly and experienced customer service staff than any of the other companies.

    That has changed. I have recently added my boyfriend to my line extolling T-Mobile's great customer service and affordable rates. What a mistake. Since adding him, I have received incorrect billing 3 times in 3 months; I have been told by customer service representatives on the phone that they can't help me; I have had to return to the store for service 6 (YES SIX!) times for assistance. Even the in store assistance is lacking at this point.

    Lesson learned? Pay the $200 termination fee per line and save my sanity.

    Anonymous 8/16/11 11:14AM
  • T-Mobile hides details in the fine print and they do not honor the contracts or non contract billing as promised.

    Anonymous 8/16/11 9:35AM
  • I have found dealing with customer service by phone and in person to be the worst customer service I have ever encountered. I waited in your Tigard - Washington Square store two hours with a representative and then had to do what he attempted to do over the phone. Trying to pay accounts which are closed and transferred has been a lesson on hold - 30 minutes waiting for a supervisor is not acceptable service. Then to have the person hang up on me before I'm connected is the ultimate insult. The resolution has been unsatisfactory and needless to say my two and a half hours of dealing with your representatives has not been worth the service you claim to provide. I can understand why you have a disclaimer about your submissions. I wouldn't want the public to read about this type of service if I were you either.

    pdxmudricks 8/15/11 5:15PM
  • Synonyms for T-Mobile is Sucks. Their customer service sucks completely. my rate plan changed automatically and with that thye singed me for new 2 yr contract from no contract. i saw this changes when i received my bill in mail and contacted customer service and reported that I didn't make any of this changes. the rep told me that our records shows that I called them and made those changes. since than i called many times and talk to CSR and they all keep telling me different stories, but no one take it seriously and initialted a fraud investigation. As the company is sold now they are pissing every customer by charging some kind of extra charges and cashing money in their account before ATT take over

    Anonymous 8/15/11 9:48AM
  • how many times does it take jus to get a phone with tmobile, i spoke with like close to 10 different customer service reps an i was told sumthing different each time... an they even told me i cancelled my phone order when i didnt, an they told me i was given an obtions to pick the phones up @ a residential address or at the UPS, which was never the case. How can i get this resolved jus to get phones, ive been calling an asking for close to 2 weeks now.. is there anyone else i can notify to report this complaint that i have?

    cop_286 8/15/11 9:17AM
  • getting hold of an actual real human is like trying to knit with soup, actually that is easier, mittens anyone?

    hilittlemi 8/15/11 8:57AM
  • I was offered $25 discount per month for 24 contracted year by a T-mobile representative. Then, when I called back, I was told it was only for the FIRST MONTH!! So, I decided cancel and to restore my old plans.
    However, they had problem restoring everything back to the way it was.
    So, after talking to five different representatives, I asked to speak to the supervisor. He called back and said he could NOT do anything because our plan was too old. Since I made these changes because of their OWN representative who basically lied to me, shouldn't he restore my old plans?
    The most OUTRAGEOUS thing is that he HUNG up on me... WOW.. just WOW

    IH8tmobile 8/14/11 9:57PM
  • I'm sorry, but I feel you people need to learn to take a class to learn how to use your devices. Your letting a phone kick your A$$. I have had tons of T-Mobile devices over the years, and not once, have I EVER had a problem. Just maintain your device like you would a car, and it will work just fine. If you don't have good service, there is no need to call support and cry every day. Your on hold for 30 minutes because you have been blacklisted because you have nothing better to do than call in OVER and OVER. You've been put in a que that makes you hold for 30min. If you want better service how about moving or just making call over WiFi. I'll bet half of you have WiFi calling, and have no clue your phone is capable of it. Plain in simple... If you have to call into tech support more than once, you need get rid of you smart phone and get a phone first device.

    godhatesusall 8/14/11 11:21AM
  • I bought an unlimited text, talk, and data family plan in June for $49.99 for each line (2 lines). I got a bill last month for $115, which I assumed was correct given taxes and insurance, which I bought on both phones.

    Today, I got this month's bill and it's $156. I called customer service and they told me that I was paying $20 for each line for the unlimited data. It was never a part of the plan I say I bought, and what's more, supposedly that plan didn't exist until the end of July.

    That's crap. I know that it was $49.99 per line for a family plan with unlimited text, talk, and data. I even double-checked 3 times with the guy in the store before I signed on the dotted line, and not T-Mobile is implying that I'm lying about buying that plan.

    Has this happened to anyone else?

    Josh 8/14/11 7:00AM
  • When I opened a account at the 7683 Main Street Flushing I got a good service but when I want to get a backup service claiming insurance asked them to answer the insurance company asking question such as device, simcard or memory problem from the phone all the sales representative walk away ever the store manager I remember that day was 8/9/2011 I have to line up twice. 1st time is for my phone problem and the 2nd time I buy accessory ask them to fix it for me. I paid in the same day and asked them to fix in the sameday no sales representative was helpful including the store manager. They are discrimination to the chinese people in Low Standard.

    Unhappy 8/12/11 1:13PM
  • I've tried to call customer care on numerous occasions and get the message that expierncing high call volumes and long wait times. It doesn't matter the day of the week or even the time of day. I've even tried late at night after 11:00 pm and have been on hold for over 30 minutes. I gave up waiting. I had to go to a T-Mobile retail store to have them call customer care for me. I'm hold right now and I'm going to keep a list of the time on hold and the dates. My contract is up Feb. 2012 and I'm switching carriers.

    Anonymous 8/12/11 11:25AM
  • The prepaid service sucks. It's not the same coverage , towers , app market. It does not work like regular t-mobile services. There's restrictions on the places u can and can not go as far as the internet. When u pay the same prices as monthly customers.With the worst service. The reason why i went with the service is because i use to have the service with my father. Now that I'm with age i decided to get service, but since i had no credit i got prepaid service.The guy gave me a paper with my number and said i was done. No refunds ! What? If i decided to turn my phone off . It takes five minutes to make any calls or text message . No service , not even 911! The worst Service u could have ! I should have went with cricket or metro pcs!Unlimited everything. who ever heard of a data plan that says unlimited but doesn't really mean it .

    prepaid 8/11/11 4:49PM
  • Every 6 months I must call TMobile to re-activate my phone for 30 days on the $50 Unlimited Talk and Text plan. Today once again I talked to Reps at the payments center that transferred me to the Customer Service center who transferred me back to the payment center. Calling Internationally to get the phone turned on for when I get off the plane. Once again like everytime I must deal with TMobile, I was transferred to wrong departments, given wrong information and didn't complete the business I was calling about today. I will not have to take more of my time and money to contact this low level company where very little is understood. With all the uneccessary and incorrect transferring that goes on at TMobile they will always have work to do, no wonder they hire the unintelligents that answer these calls.

    Paul 8/11/11 6:58AM
  • Worst than Dell ? Yes, because I need to call TMobile more often. Horrible!!!

    Anonymous 8/10/11 7:00PM
  • Don't ever go to the store on 3320 alpine. store #9079. The women that work there are total b#$%%%s. They will not help you with anything. They should all be fired. The worst customer service ever. I will never go with T-Mobile ever again. Its not worth the hassle.

    madashell 8/10/11 5:28PM
  • Don't get T Mobile Service This is not a embelisment as you cant receive calls from any ATT Cellphone and when you call to complain you get somebody in India that tells you to Call ATT and complain that its not TMobiles Fault?

    Les 8/10/11 5:05PM
  • I have had horrible service for the last 4 months! In my own service area I have none! I can't send pictures or receive them. When I call I get answers to my questions that do not make sense or am told its an engineering issue! Really? How long is this supposed to last?

    laeeyore 8/10/11 2:44PM
  • The worst!! My bill keeps going higher and higher! they keep giving wrong information regarding my bills! They will not help at all~! My sister and brother have T-mobile and their bills are low, I ask them to call Tmble and they get a rep like in 2minutes,but when I call, its like 40 minutes of waiting! I know that T-Mobile is running a scam!!

    Stress-out! 8/10/11 7:32AM
  • terrible..online customer service chat unavailable for at least half an hour. i finally gave up..stayed on hold for 35 minutes waiting to speak to someone at customer service. finally got someone that i could barely understand. not sure what country they were from, but it wasnt here..

    Anonymous 8/9/11 4:33PM
  • A few years ago, I was SO thrilled with how quick it was to have my questions and concerns resolved. This was when there was 2 questions. "For english, say english."

    NOW, they DONT even say that. All I hear is spanish then silence... uhm. Hello? i speak english if you were wondering...

    okay, so they get hint. but then they vomit your usage info on you and all these numbers and bills. I have the internet and the bill they mail me. I dont need to be reminded how much money I throw away to never have signal.

    Finally I gave up and dialed 611 on my cellphone. Then they have a new thing where they show the phone bill on the screen. after searching my phone screen for a way to talk to someone, I pressed call customer service. kay same thing. this time I lied. I dialed 4 for troubleshooting because none of the other options would get me to talk to anyone.

    OH WOW KHRISTINE (she sounds so nice, how typical)! okay, I need you to transfer me to someone who can fix my bill. and what do you know, SHE CAN HELP ME! and they fixed it.

    bottom line, I just want to know why they messed up my bill again and how they're gonna fix it. I wouldn't have to waste my time if they didn't make the same mistakes every month. And I wouldn't have to feel the need to write comments like this for others to read.

    Honestly, the people I've talked to have some of the friendliest, happiest voices I've ever heard. But the process to get to them is so frustrating and by the time they introduce themselves, I'm too annoyed to be nice.

    PLEASE TMOBILE! GO BACK TO YOUR OLD FORMAT. BRING BACK THE GOOD OLD DAYS.

    IF YOU, TMOBILE USERS, WANT TO TALK TO SOMEONE RIGHT AWAY AND GET YOUR PROBLEM FIXED, JUST DIAL 4 FOR TROUBLESHOOTING. JUST SAY TROUBLESHOOTING. because though you want to speak to someone, you need to tell a robot first.

    "in order to talk to a rep, you need to say the problem..." to a robot.

    Anonymous 8/8/11 9:21PM
  • I have 3 lines and a Tablet on my account. I have been paying $240/month for a long time. I did a warranty exchange on my Samsung Galaxy, and then I tore my ACL out and had to have knee surgery. I forgot to send the old phone back with 60 days, and now I am getting charged $500 for broke phone. I was told by customer service to go into store and they could call and then they would take it off. I did, and they called and THEY WOULD NOT TAKE IT OFF. So now I have to pay $500 for a broke phone, because I had surgery and was laid up in bed for a few months!!!!!!

    leatherz30 8/8/11 2:10PM
  • I HATE TMOBILE!!!
    TOOK ME SEVEN DIFFERENT TRIES TO ACTUALLY TALK TO A LIVE PERSON, STUPID AUTOMATED LADY COULDN'T UNDERSTAND WHAT I WAS CALLING FOR AND WOULD HANG UP ON ME. I WANTED TO TALK TO A REP BECAUSE THEY CHARGED ME 60 BUCKS IN FEES FOR MY PHONE GETTING TURNED OFF FOR AN HOUR. I GOT SO FRUSTRATED I DECIDED TO TURN MY SERVICE OFF ALONG WITH ALL THREE LINES I HAD ON MY ACCOUNT. THEY TRANSFER ME AND THE DUMB LADY HANGS UP ON ME AFTER I EXPLAIN EVERYTHING TO HER!!! ARE YOU SERIOUS??? WORST SERVICE EVER.

    TMOBILE SUCKS 8/8/11 1:51PM
  • Worst experience ever. getting to speak with a customer rep is nearly impossible, since when did the automated system hang-up on a customer because "I did not understand your choice" instead of transferring to an actual person.
    It is almost as though one is negotiating a nuclear treaty with a machine!

    No wonder they are being acquired by ATT, I guess birds of a feather do flock together

    namith 8/8/11 10:03AM
  • T Mobile customer service sucks...you can not speak to an actual live person even when following T Mobile's specific instructions.

    Pjohnson 8/8/11 8:07AM
  • Trying to reach a live representative is a joke! I call there number for customer service and only reach a recorded message service! I am receiving text messages and being charged for them and I have text messages blocked! What gives!!!!!

    elaineann 8/7/11 4:24PM
  • Worst CS ever and so damn RUDE too. My phone bill was due on the 28th of each month so my billed was due on June 28th and i was on vacation and totally forgot to paid for my phone bill so on July 15th they turned my phone off and i paid right away so thats was my fault for not paying. They charged me $60 for restoring fees on my on my July 28th bill. Which its was fine thats my fault. So on this month bill which due on August 28th they're charging me another $60 restore fees again. I paid my July bill on time whats going on with tmobile? My phone havent been working for 3 night in a roles now. I called them earlier they cant do anything about it they said its my fault and theyre going to hang up on me. WTH is that all about? your charging me again and my phone its not working and you cant help me? I cant wait to get on a diff carriers.

    MizzT 8/6/11 7:37PM
  • I have been a tmobile customer since 2004. From 2004 until January of this year, I am been most satisfied with my cell company. However, something has happened. Customer service has lost the most intregral part...service. You are on hold for more than hour. Even worse, if you do not give the automated messager your reason for calling, it hangs up. I can only hope that by moving under the At & T umbrella that some of these issues will be resolved. I want my OLD Tmobile back! What happened?

    anoymous 8/6/11 12:54AM
  • WOW. Only reason I've stayed with t mobile is cause their cheap but they BY FAR have been the worst customer service EVER. I am hung up ob every single time. I was sent a promotional text message which involved switching plans from 50 to 70 a month worth a 20$ bonus for switching by a certain date. And they said the text was never sent to me but they WERE having the promotion for paying customers, which I am. UNREAL!

    tinymarielovesyou 8/5/11 10:17PM
  • I recently cancelled my tmobile account because coverage was spotty and my complaints when unanswered. got my last bill and it was incorrect. Billed for a full month. They agreed and said they would send a corrected bill. Three weeks later, still no bill and receiving collection calls. Calls to CS and they can't help. Glad I moved on and no I will not pay the bill until you provide a corrected bill.

    cmcpegg 8/5/11 6:41PM
  • T-Mobile used to have good customer service until this month. No one knows whtat they are doing. You are on hold for over an hour if you want to speak to a person. They processed a duplicate payment on my account and now my agreement was not valid because I can't do a check by phone, so I get $100 suspenion fee because of their error. They need to be reported to the consumer protection agency. We should be able to cancel or contract since their service has gone downhill. Its not what it was before the merge with att

    Anonymous 8/5/11 6:06PM
  • stinks been a customer for years. now y9ur paying a automated voice. can't get a live person. so it's time to get a lawyer.pay my bill every month and they keep making it higher. this month it is 120 dollars.

    rzuh 8/4/11 8:01PM
  • I am completely dissatisfied with my experience with this company. During the process of trying to cancel my mother's account (because she is unable to do this on her own), I have been moved from person to person, given wrong phone numbers, and bad information, both in the store and on the telephone. I am being made to jump through multiple hoops for something that should be a simple procedure. While all the phone staff are very polite and professional, the company itself is very poorly organized and managed.

    macb 8/4/11 11:42AM
  • I am a new T-mobile customer (from Sprint). The first experiences are not pleasant even compared with Sprint.

    First to start with, I tried to activate a phone and transfer a Sprint number to it last night. I was told that the process would take 48-hours, but I can get a temp number so the new phone can be used. I was then transfered to another department. The service representative insists on I activate a monthly plan (even though I have a family plan in place already). She was not aware of a temporary activation. So much so for left hand does not know what the right hand is doing.

    This morning's experience is much better. I was told then the transfer process would take up to 24-hours and the set up was pretty smooth.

    MIxed feeling 8/4/11 7:51AM
  • Very poor customer care Service,,TMOBILE ALWAYS HAD THE BEST CUSTOMER SERVICE,,NOw Its Terrible The Customer rep Lynn 133266 and the supervisor Deven who was very rude and un responsive to my customer questions n concerns. Deven the Supervisor Hung up on me when I told Him my call was Being Recorded.This Company Is Really Bad,,I have Been with TMOBILE 8yrs N I am Switching..very bad christine W

    hazeleyezz 8/3/11 5:08PM
  • I'm having the same problems with cancelling that several others seem to have had. I LOVE T-Mobile for 4 years but then went to Verizon only because I joined a family plan with my dad and brother. Now they want me to pay $62 (more than a regular bill) for 5 days of service.

    I talked to a guy in a store today and he called and then told me I just had to call 1-800-TMOBILE and they could prorate it. I called and they said they couldn't. Still trying to get it resolved.

    Starlight9804 8/3/11 3:05PM
  • I have been a loyal T-Mobile customer for 3 month. The Mobile Number is 9082652173. Well not really customer, due to no service was provided to me. I don’t have a phone, just a WebConnect with a phone number. I had a connection total for about 2 hours in 3 month. I did call customer service about 5 or 6 times. They are very nice people, they were on the phone with me for about an hour or more each time I called (maybe they are lonely). They kept on sending me to tech support, and tech support (also very nice people) kept on telling me there is nothing they can do about it because there antennas is under repair in my area (New York Metropolitan Area) and they have no clue when it will be fixed. Therefore, they will switch me back to customer service for help. I am not kidding. Finally when I ask to cancel my service due to there is no service, they offer me a $10.00 refund (I am telling you, very nice people). Now they sent me $221.27 Contract Termination Fee. I called customer service back today and after few short minutes (about 20) this bright kid name Celica or Cenika her ID # 1048082 came on line. She told me that I had 14 days to cancel with no penalty. When I told her that I called to find out what was the problem and was told they are fixing the antennas; so I waited till they do. 3 month later I decide it was an adequate time to build a new antenna, so I cancel the service (sorry, it was no service). Then this bright kid, customer representative Cenika, told me that I did not give T-Mobile enough time to correct the problem. You got to love them. They are funny. Not to bright, but funny and expensive. I just wrote all of it to warn good folks about this so-called provider of nothing. I am not planning to stop on just that; they broke the contract first and now they will try to damage my credit. I WILL fight back. Copy of this letter will go to BBB, Attorney General, FCC and I will take them to the small claim court. I want my money back for the services not provided plus interest.
    SimonR

    SimonR 8/3/11 2:34PM
  • Just signed a new contract about 20 days ago with a lot of perks (customer retention stuff) to try to resolve ongoing issues for a $60 mo. (plus tax bill) dealing with ongoing network issues. Cant use phone at house in middle of big city, (known and openly discussed issue before AT/T bought T-mobile) Using UMA since Jan. to bridge issue. The friendly guy at the store told me it was my problem because UMA was not working (my router etc.) turned out to be bad phone.
    New contract - FREE data (For UMA or whatever) 500 free text messages for my trouble (I use about 15 per month) Free UMA calling, new Blackberry. Wow! Finally! Happy! Short lived. $10 DATA $10 TEXT! You should get out unlimited plan? WAKE UP AND REALIZE WE ARE NOT ALL GLUED TO FACEBOOK 24HRS PER DAY! IT IS A PHONE! Will never trust them, they can not find notes on account where problems were indicated.
    Like this all of the time now.
    Should not have left Sprint. Their equipment upgrade after 2yr contract was only $150. Liked MOTO RAZR anyway.
    I get customer reps here in US, friendly but seem to be becoming more hog-tied when it comes to fixing anything, all over the place.

    Angrybear 8/3/11 1:36PM
  • I am an old user of this Maxi sim card. am wnondering why this maxi nowaday gave us such a disappointed service of sending unnecessary msm and sms of all kind of issue and debited my credit reload card account till 0 amount in my mobile with this Maxi sim card. M supposed should the upline or marketing manager or the account manager took this case into view cos it really give an annoyance to our daily stess. nowaday am just careful ot download the maxi reload card of RM10 and in a short while few of the msm and sms from the maxi coming into my mobile and debit my acount in my mobile and ir turned my mobile account to 0 amount. What is this buddy! should u guys from Maxi give us a satify explanation and we dont really needy those msm to froward to our friends too. please dont get us annoyin with maxi service which shown a very bad and rude service in the service acount as we have the right to choose other kind of sim card too. Am wish the marketing manager o account manager will take action in this issue which is really weird in Maxi service. Angry customer of Maxi

    3570 8/2/11 7:42PM
  • I have been with Tmobile forever. My contract was due to expire in June and when I call Tmobile to upgrade they told me I was not on any contract. According to the CSR when I changed my plan I was automatically placed on a no contract plan (nobody informed me of this before). However, I wanted to upgrade to a blackberry and the CSR person offered me a phone for $249. After I upgraded I went online and found that the same phone would have cost me $49. I asked that the order be cancelled and was told there was no way to cancel the order in the system (?????) and should refuse the phone when it arrives. I was sent an email the day after the order was placed to say that the phone was on back order. I asked that the order be cancelled since the phone has not left the warehouse and they again told me that it cannot be cancelled. I think I will go with Verizon and leave Tmobile. My husband is with Verizon and he would dial my number and I am right beside him and the phone does not ring. There are many drop calls from tmobile service also.

    Fedup 8/2/11 12:45PM
  • T-Mobile needs to stop being so cheap and open call centers in the USA. Everytime you call 800-937-8997 you get some dumb ass from india or some asian country that barely understands english. These idiots could not understand what I was asking. After about 17 minutes of trying I cursed this stupid woman out so bad she started crying on the phone. Oh well!! T-mobile, get more american call centers open. Your customers are in america, your company is in america, ENGLISH, ENGLISH, ENGLISH!! America=English Goes together like cookies and milk.

    Jokesontmobile 8/1/11 1:10PM
  • Last night i called thief mobile to complain for the seventh time about lack of service. I have 5 lines and none of the phones work consistently. (no service, no signal) I pay 142.63 per month. I was told by a dick named
    Damien that I could only cancel the contract by paying a $1000.00 separation fee for phones that don't work. When I asked to speak to a supervisor, I was told that no supervisor was available and that it would do no good because there was no one in the company who could waive the fee. Really! I asked if Damien was the president of the co. and was told that Damien acted with the full power and authority of thief mobile. I finally, after almost 30 minutes, got Damien to agree to have someone higher on the food chain call me. However Damien could not tell me who would call or when they would call. I pointed out that my phone was unavailable or had no signal most of time, so I wonder how the hell they will get ahold of me. If this is not resolved, I will file complaints with the Kansas State att'y general, the FCC, the BBB, the U.S. Chamber of Commerce and any other state or federal entity that will take a complaint. I will also call my local news station's "call for action" consumer aid dept. This is unethical treatment and may possibly constitute consumer fraud.

    mad as hell 8/1/11 7:45AM
  • I went to a Tmobile authorized dealer to port one of four business line to a new personal family plan. I was surprised the dealer was merely pretending to be me when they call Tmobile, using my pin number which I provided. It shock me that the dealer was able to order phone using my account while paying with his own credit card shipping to his own address. When I asked where is the item shipped to Tmobile customer service does not release the shipping address due to legal reason. ridiculous. To make things worst, Tmobile automatically extend my contract on my 3 remaining business line for 2 more year. It takes more than 7 calls to them to resolve.

    Anonymous 8/1/11 12:35AM
  • T MOBILE ARE JUST A BUNCH OF THIEVES. I HAD TWO PHONES ON MY BILL. THE CONTRACT WAS PAST EXPIRATION AND I PORTED ONE NUMBER TO A NEW CARRIER AND PHONE. T-MOBILE HITS ME UP FOR $200 FOR SUPPOSEDLY CANCELLING A LINE. I TOLD THEM THE CONTRACT WAS PAST THE EXPIRATION DATE BUT THEY DIFFERED YET WOULD NOT SHOW ME A COPY OF THE CONTRACT. THEY SAID THAT THEIR DEALER HAD A COPY BUT I WENT TO THE DEALER AND HE REFUSED TO GIVE ME A COPY WITH A DATE THAT WOULD SUPPORT T-MOBILE CLAIM. SO THE GOOD FOLKS AT T-MOBILE SUSPENDED MY OTHER PHONE UNTIL I PAID THEIR PENALTY WHICH IS TOTALY GUANO.

    THIS IS EXTORTION, PLAIN AND SIMPLE.

    MATTK519 7/31/11 8:56PM
  • I'm not a customer of T-Mobile but it appears one of the numbers on my VZW family plan use to be a T-Mobile number, T-Mobile continues to call demanding payment but agrees I dont owe them money but refuse to stop calling unless I pay them....huh?? What? This is crazy - no wonder they had to merge with ATT

    oroszdb 7/30/11 12:28PM
  • I was with T-Mobile for 11 years. I used to love T-Mobile. They used to have the most fantastic customer service and would do whatever they had to do have happy customers. I used to bring over client after client based on their customer service. But now not only is their customer service so bad that I have changed providers (and it cost me $699.19 to leave T-Mobile - lots of hidden costs!!!)And I was willing to pay the fees, but their phone service is not what it used to be either. Bad phone service bad customer service, enough I left and went to Verizon; so far so good and at least I have 3G now!

    Billy D mad as hell 7/30/11 11:32AM
  • i have been a loyal t-mo customer for 10+ years [since they were voicestream]. lately i have been seriously thinking about leaving. last night i called and waited for FORTY MINUTES before my phone died to speak to a rep. then today i waited ONE HOUR before a rep answered from the phillipines! what the heck is going on t-mo?! this is UNACCEPTABLE and w/ the merger of t-mo and AT&T i am not sure it will get any better. my suggestion: run not walk away as soon as you can! #fail

    mweiser0001 7/28/11 8:16PM
  • I wish I never left Verizon. 2 and a half hours in teen Mobile store activating new phones. I can't receive or dial out in many areas. A couple hours wasting time on automated system and speaking to very nice people that basically said that teen mobile has alot of problems. And to make this a complete story of fustration, today I lost out on over a 1,000.00 in work. I wish businesses told the truth when advertising. Americas largest 4G network, is a complete lie. Teen Mobile has just as good coverage as these wall mart pre paid phones. What a rip off I need to consult with my lawyer about this. I wish I never switched.

    Anonymous 7/28/11 3:33PM
  • why T-Mobile does not answer any question by a live person? They always have the recordings about the billing only. I have problem to solve and need to talk to a customer service rep but there is none. Is this company broke? Are they not making any money to appoint an employee to answer telephone calls?

    user 7/28/11 10:34AM
  • Holy BS!! I used to LOVE LOVE LOVE T Mobile!! I was never on hold longer than minutes and the reps were always so pleasant to deal with. NOW I sit on hold for OVER an hour just to be HUNG UP ON when the rep "can't hear me?!?" PLEASE!! I'm switching providers ASAP. I am SO angry that they have gone from the best of the best to the bottom of the barrel!! I will NEVER EVER recommend them to anyone again. CRAP!

    TJM 7/28/11 9:17AM
  • My husband signed up fo ran international calling plan only to go international, have it not work and then be placed on hold for over 10 minutes TWICE while the incompetent person "looked" for a supervisor. She essentially just waited us out as I conferenced him in to the customer service line. It was the most appalling service I have ever been apart of.

    THERE IS A REASON THEY ARE CHEAPER - BECAUSE THEY ARE TERRIBLE

    Gwennolan 7/28/11 8:16AM
  • T-mobile has no customer service at all. The big problem now is... cancelling the "service" without getting overcharged. I see a lot of customers getting charged a lot of money for no reason. They are now worse than Verizon. They don't answer the phone and they don't have online chat (they claim they do, but they always don't have anybody available).

    stay away from tmobile 7/27/11 8:34PM
  • Last month I called in to T-Mobile customer service for an unrelated issue, and a T-Mobile service rep informed me that I was being double-charged for service: $30 for ReqBBerry Web AND $35 for ReqBBerry BISBES Web. This had been true for the past 12 months. When I originally signed up for a data plan with my new smartphone in 2010, I was informed that the enterprise (corporate e-mail) service would be an extra charge. I was not told an amount, so I assumed that the extra charge was the $35 (rather than a $5 difference). When the representative informed me of this, I asked for the overcharge to be refunded to me. She told me the system would only allow her to refund me the previous 2 months' worth. I asked to speak to a supervisor. She put me on hold, and when she came back on the phone said that her manager said they could only refund 2 months, but I could write corporate to dispute the remaining amount. I calmly explained that I have been a customer for 7 years, and asked if there is not something she could do for me. She responded that they are not allowed to make special deals for tenured customers. I had my lawyer write a letter to corporate, asking for the entire $360 owed to me. I sent it certified mail. I also filed a complaint with the Better Business Bureau. My lawyer and the BBB received the same response: a letter saying that because they have a policy that customers have 60 days to dispute a charge, I can only receive the previous 2 months' charge as a refund. I had not previously disputed the charge because I did not know it was an error. This should clearly be an exception. I am now drafting a letter to their executive management, in addition to the response letter my lawyer is drafting.

    cis829 7/27/11 3:17PM
  • I called Customer Service with a problem - my phone is dead. I am at work. It is important that I reach my two sons asap. They are on my phone plan. I speed dial them so I do not know their numbers. I called your customer service line and your computer voice did not recognize my request. I then used 'representative" as directed on you website. It still did not recognize what I said - two times I did this. Then the voice said since it did not understand my request it was disconnecting me! That is soooo not right. YOU HUNG UP ON ME! Horrible, horrible customer service. I was so disappointed because the only reason I have stayed with T-Moble for several years is because of the great customer service. No more :( I might as well go to a cheaper provider to the same level of poor customer service.
    Mary Licard 513-807-0876

    Anonymous 7/27/11 8:14AM
  • Lets face it, most customer service is bad, but T-mobile takes this to a new level. The computer response that should be able to understand English, does not. And to add insult to injury will disconnect your call....Way to go
    T-mobile, even Sprint who I hate is starting to look really good.

    burgherpa 7/26/11 7:28PM
  • Been with T-Mobile for 8 years. As of late, the customer service is super bad. I'm shocked that this has happened because they were teriffic for many, many year. They just updated their automated phone system making it impossible get a live agent unless you select a reson for the call. Many times the reason is not listed so you just have to chose one, wait, tell them what is wrong and let them transfer you. That is NOT good customer service. Moreover, I've now been told many different things about my plan, what I'm eligible for, my cost, etc., I've found that I keep having to call to verify what I am told. What T-Mobile was always known for - great customer service - is floundering and I am regretting signing on for another two years.

    mentalcompass 7/26/11 4:40PM
  • I don't know what's going on at t-mobile, but their customer service has gone down the drain. I used to brag about it, but now I am on hold forever. I have been calling t-mobile for over a month to speak to someone regarding my bill, but never can get through because I don't have hours to spend on hold. I anm truly disappointed.

    cwill3284 7/26/11 9:53AM
  • I use to brag about T-mobile's customer service and how efficient, pleasant and professional the agents were, not to mention how fast it was to get a hold of them. I have been a customer since 2000, and I thought they could do no wrong. Well, I was wrong! I am typing this comment while currently at a 1 hour and 3 minute hold time! I have tried to reach an agent now for two months and each time I call, I end up waiting for at least 45 min or longer. I have NEVER in my entire length of service with T-mobile, have been so mad with this service. Something has happened in the last few months, not sure if they have outsourced overseas or what?? I am researching other companies to change my 5 lines of service to. This is unacceptable!

    iddyboo 7/25/11 9:34PM
  • I ordered a refurbished phone lg optimus for my daughters birthday. The phone since we got it said no service. I took it to local store and they got it to work about 30 days then the no service thing started back in again. Took it back to store they said phone was defective they changed out sim card and did hard reset. Said I needed to return to tmobile. 75 minutes later finally got authorization to send phone back was told replacement phone would arrive 4-7 days after 7days called was told 4-10 days after 10 days called again. This time gave me ticket number and said 4-10 more days. AT this point I am just going to call my credit card company and dispute the charges. This phone company sold me a defective product and will not take responsibility. I give up

    Disgusted in 7/25/11 8:50PM
  • My account 816743405 I never used the phone I received and sent it back never activaded it and requested that my account be closed when you received the phone back witch was July 13 I requested that my money be put back in my bank account.I have not received it and when I call they transfer me like 5 times.If this is how you do service I am glad I didn't keep the phone or your service.You didn't waste no time in taking my money.I need to hear from someone in the next 24hours.

    Anonymous 7/25/11 4:07PM
  • I tried to buy minutes on line, but the purchase did not go through and when I found out it was too late to keep my minutes. Customer service was terrible, I was put on hold, disconnected, transferred and hung up on.

    hadiya8 7/25/11 2:14PM
  • I just got off of the phone with financial and regular customer care. They choose not to help you out when the regular agent forgot to mention some things they are supposed to mention and to put exactly in comments of their typewritten statements what they disscussed, the company says they randomly record their calls, but I worked for two different companies that would tell their customers the same thing and they were all recorded, therefore they are just trying to get out of checking out your stories of the truth instead of doing their job properly. The lady lied to me and sayed that she would use the credit card on file to make my past due payment on friday and instead they suspended my account and charged an extra $100.00 to restore service. She put in her notes that I would pay it on Friday but as I tried explaining to them that I told her I was going to be out of town on friday. She also was shoving me off the phone and was rude and short and didn't reveal her number or name and the comments she wrote was nothing of what she said she was going to do. Well when I called to have service restored on chat and on the phone I was told that I would have to pay the money and that I was basically the liar and because she wrote lies in the computer that basically I was the liar and she would not even be repremanded, also when told I wanted to speak to corporate customer care where the presidents of the company offices they said there was no such place and I said that's okay I would find it again like I did this past Christmas when I was lied too for over three weeks and the lady came in on her vacation to help me out because she was checking on things and I would know the next day, she even took $100.00 off my bill and gave me back my shipping and handling fees and kept up with me for the whole time I didn't have things resolved, now I will contact them again, I just have to find their phone number again.

    petreymom4 7/25/11 10:57AM
  • Been a loyal customer for over 8 years. Got new phone. Fell apart. Was replaced. Replacement did not work with chargers. Had to buy new. Now cant make calls longer then 1 minute. Constant errors from phone. Wont charge. Want to replace to a 30.00 phone. Said NO. But they offered me a 200.00 one!!! Go figure. All I get is sorry, sorry sorry but wont work w/me! Maybe its time to switch to another carrier!!! Oh and the young kid at store was so anal and overly uptight w/corporate b.s. it was insane!!! He should not be employed!!

    pattycakes 7/25/11 8:57AM
  • Signed a new contract, and told them at that time I was leaving the country in the next year, and what did I have to do to cancel the contract. They told me all I had to do was to provide documentation of move and job offer, it was NO PROBLEM. Went to another TMOBILE store and was told the same thing. 6 months later Provided documentation for move and was told I could not cancel the contract and they would come after me by collections anywhere in the world to find me. They told me only military could cancel contracts. NO ONE EVER said anything about that to me. They outright lied. Never ever deal with them, they cant even train their staff regarding policy. If they had told me there was no way to get out of the contract I would not have renewed with them AT ALL. Then they threatened me with collection. I had a 120.00 credit for years with them. They also conveniently forgot to tell me there were software problems with the 3G glide droid and it needed an whole new software reformat. No wonder my phone never worked

    Totally Disgusted 7/24/11 9:59PM
  • Call Tmobile customer care--and if your question doesn't fall into an automated answer, the voice recognition system says "since I couldn't understand what you are calling about, I am disconnecting the call. Try your call again later". Is this great customer service? It is the worst!!! Totally useless!!! If you can't talk to a human when you don't have a cookie cutter question, what good is having "customer service"? In the last 2 months cell phone service with Tmobile has started really going down hill. I can't wait until my contract is up. I am changing carriers.

    I feel sorry for the people who work here. It isn't their fault. If you can actually reach one, they try to help and are apologetic, but they can't fix what new policies and procedures their company is installing. What a shame. They should win the biggest fall from grace--award winning customer service to the worst customer service. Maybe they are trying to bump Cricket as worst cell phone service...

    Ms Queue 7/24/11 8:04PM
  • t mobile is the worse mobile never ever I saw, I am trying to pay my bill but it is not working online and or over the phone thank you,I am going to quit this line very soon thank you

    sherpa 7/24/11 12:39AM
  • My wife and I was with Tmobile for 10 years and never missed a payment nor were we ever late on a payment. We wanted the new Iphone so we could do face time with our new Grandbaby, wanted to change provider. We had called them back in may and was told that our contract expired sometimes in June. On June 16th we called to see if our contract was up yet and was told that on the 14th of June it had expired and we were on month to month, so we changed providers later that day. We called that night to inform tmobile and was told that our final bill would be around $11. We just got our final bill today and it was for $71 which included $50 plus taxes for early termination of our contract. Apparently the represenative who told us the contract was up looked at our bill closing date instead of the termination date, so we were 2 days shy of the termination date which was June 18. We told them that before we cancelled we call tmobile on the 16th before we cancelled to see if and when our contract was up and was given the wrong information, but the manager basically said so sad to bad...... I think that is a poor way to treat someone who had been a good customer for such a long period of time.

    JC 7/22/11 12:59PM
  • Back 2005 I driectly dailed international on my home phone (provider was Verizon) for only couple minutes talk time, then I recieved $600+ amount. Then I called them back in 2005 to find out why, and T-Mobile told me that I have signed up contract with them on home line. I was like what, when did I signed for the account and they changed $300+ for deactivation fee. WTH!!! Also, I have settled this matter with them back in 2006. As today, I recieved an settlement offer from their creditor and asking me to pay another $300+. I can't even located an number to call T-Mobile to find out this matter. Horrible company!!! Worst than a criminal!!!!!

    Anonymous 7/22/11 9:30AM
  • the t-mobile customer service is so poor. who wants to talk with an answering machine when you need real help. i am a customer of t-mobile and i am unhappy with their services

    hever pena 7/20/11 8:59AM
  • T-Mobile Customer Service sucks!!! We discontinued service, and they would not pro-rate bill.

    smitty 7/20/11 5:17AM
  • I been a customer with tmoblie for at less a year .let me start 2 what I have 2 say about tmobile they have rude people working for customer service what they needed to do is started a training class with the people that handle customer service problem and they needed to start passing person to person and still can't help you with ur probl and 4 the ins on ur fone is not worst 2 have they give u the b*cramp not 2 cover ur fone after a year payin 4 the service . When I asked 2 speak 2 a mgr as well they give u the around so u speak 40 min to 1 hrs nd u still whine up with no answer so what happen we get frustrated and dnt do a thing . That y tmbile goin 2 continue gettin away with the b*cramp ......

    lilchela 7/19/11 7:08PM
  • my phone is problems and wirh video screen like frzon and.i did ask tmobile and they dont understand what I said?

    alwayskeeplove 7/17/11 4:58PM
  • my phone is problems and wirh video screen like frzon and.i did ask tmobile and they dont understand what I said?

    alwayskeeplove 7/17/11 4:57PM
  • For those who have the Samsung Vibrant it is the WORST phone. Sadly every time I have called with a problem T-Moblile reps do not have knowledge or a clue about the phone. If you sell a product you should be knowledgeable about it. I will not go into detail about the hold time are the number of transfers the rep do all for nothing. I can honestly say if you looking for a cell phone company with GREAT customer service T-MOBILE is not the company to sign up for. They only sell phones but do not know anything about the product they are selling. SAD but TRUE. If you have all day to hold and be transferred to different reps all for nothing this is the company to sign up for. Never no answers and more than likely you will fix most of your own problems by the time you get through holding while they are reading manuals.

    Anonymous 7/16/11 5:15AM
  • Unbelievable - tried in May to add a line and re-up for two year contract on existing lines - took over 2 hrs on the phone and the rates kept changing as I was handed over to 6 different reps. Cancelled it all - did it again in June - took one hour and 5 reps. Now received the bill and the credits they promised verbally when I ordered are not there and they have no record of the agreement! Then they ask me to prove it when they do not send any confirmations before charging you. Have now invested over five phone calls and seven hours since May trying to give them more business? I must be the crazy one. Been a customer for over five years - too bad they have the best rates.

    BobW 7/16/11 4:16AM
  • I have been with T mobile for 6 years, Tonight was the first time i got poor customer service. Rep name was Sara. They need to listen to what we are saying before they respond on something we are are not even addressing. I was very disappointed. Then she hung up in my face

    Anonymous 7/15/11 9:48PM
  • TMobile is the worst. I drop about 4 calls a day, and I though AT&T was bad. Besides i'm so sick of getting a customer service rep in India, named Bob. Worst company in America.

    EmilyM 7/15/11 7:57PM
  • I received my bill with an extra $4 added. I received a message for Tmobile that it was a premium handset protection overcharge and that it would be corrected on my next bill. Since I had not paid my bill yet, I called and asked if the $4 could be deducted from my bill. They informed me that it could not be corrected until next month and I would need to pay the $4 on this bill. I have had misstakes made on my account and corrections were made when I called in. This is Tmobile generating money for this pay periods at the customers expense. I am highly dissappointed with Tmoible in is regard and will not forget when I make future plans to stay with Tmoible or find a new cell phone service.

    Upset 7/15/11 12:35PM
  • My problem when I call is I always get somebody from India who can't speak good english.

    AZN LVR 7/15/11 9:53AM
  • I cancelled my contract in beginning of Feb 2011 and entered into a contract with 02. I had very poor coverage with Tmobile and had been assured that this would improve now that they had amalgamated with orange. I gave them 4 or 5 months to prove this and refused to enter into another fixed contract. there was no improvement. I cancelled and although I was not in a fixed contract agreement had to pay a cancellation fee. They continued to tale out a monthly charge so I contacted them again to ask them why given that I had cancelled. I was told by Mark that it would be better if I paid £15 for a PAYG and then I could retain the number even if I didn't want to use it. I agreed to this and paid the £15 I was also told that they would give me £15 credit. In June they sent me a letter saying that they had been trying to contact me - I had cancelled... and that I owed them ..I had cancelled the DD in March to stop them from taking money out of my account..I now have debt collectors.. I haven't been able to resolve the issue with T Mobile and I cabn't contact them on line, unless of course I wanted to set up an account. T Mobile are a very bad company

    krys 7/15/11 2:18AM
  • So far I have been waiting 56 minutes for a rep. Last 2 years its been like that. Their service has changed tremendously. I been with them 10 years since it was voice stream. Now they suck.

    femmestarrr 7/14/11 5:11PM
  • Called regarding a charge for shipping that I was told wouldn't get billed to my account but appeared anyway. Customer service rep "Bianca" was not able to see it on my bill, even though I had already paid it. She said the online bill review was unreliable and would not fully listen to explanation regarding the issue behind this charge. After getting nowhere, I asked to speak with someone else. She said a supervisor "Theresa" would call me back in 15 minutes. After a half an hour with no call back, I called back. Spoke with another rep, explained the situation and mentioned that it may require a supervisor. Gave her the details, we reviewed my account and she made the adjustments that were necessary. This took a total of 10 minutes.

    The phone call with Bianca took 22 minutes, with no ounce of resolution.

    I asked this other rep if this issue was something that Bianca should have been able to take care of, and the rep said yes. All it took was for someone to actually review the account with the customer. Bianca needs to find another job, and her supervisor Theresa needs to keep her promises (assuming Bianca ever told her that I needed a call back)

    INeedToCallAgain? 7/14/11 1:12PM
  • I ordered a phone that was defective (Samsung Dart) and after waiting 45 minutes or more for customer care associate who was totally unhelpful.Was tranfer to customer retention department order another phone recieved a text saying it was back order. I tried to cancel my account but so many roadblocks it was a night mare.i have been a Tmobile customer since 1999 this is not service I was use to from this company. I am very dissappoint with my totallt experience. I felt my loyality didnt matter.I will be closing my account!!!!!!

    Jaman 7/14/11 7:39AM
  • Tmobile is the worst company ever, supervisors there are very disrespectful and i truly regret that i was a customer with them.

    Tmobile is the worst company eve 7/13/11 7:13PM
  • Since some say there's lack of positive comments, let me start it off nicely. I have been customer for over 5 years. The coverage is mediocre. Not the best but not so bad that it would constantly piss me off. But I had always been happy with the customer service hotline. I called the number probably over 10 times year prior to 2011, mostly for trivial issues or questions. I could not ask for more. The rep responded to my requests and questions professionally. They could always help me solve me problems. I never had to wait for more than 2 minutes. When I did, they had a nice automatic system that allowed me to leave my number hence I would get a call back from the rep later, instead of waiting on the phone for even 5 minutes.

    Beginning this year, I called T-mobile at least 10 times. Not to be some crazy customers, but simply because I have NOT REACHED ANY REPRESENTATIVES AT ALL. It's nothing new to current T-mobile customers. Do some research. You will easily find people complaining how they have to wait for over an hour by the phone, and worse, there's no more automated system for you to leave any numbers. Instead, you are bound to sit next to your phone for hours. Last week, I finally reached an actual representative in less than 2 minutes - only because I called as a new customer. I am not surprised. Everybody knows the ugly reality but I was extremely disgusted when it is right in my face.

    I gave them long enough time to change my opinion. Nothing changed. I am switching. I don't care if I get worse service on my phone or maybe pay more for the plan. I am not sticking with a company who cannot help when I need a issue solved or simple need a question answered.

    Jrome 7/13/11 6:49PM
  • On Saturday, I bought a new set of phones from T-mobile at Costco. Two days later, my service was still not set up, so I called Customer Service. NIGHTMARE. It seems one of their geniuses had typo-ed my first name, so now I was to submit in writing, certified mail, my name, account number, social security card, driver's license, utility bill, etc,etc,etc. to prove that it was my account. NOTICE: they willingly and freely gave me "my" account number - no safeguards there! -, but wouldn't change the name on the account after I verified my SS#, address, and mobile #. Idiots!
    When I balked at that, and after 3 "supervisors", I asked for the number at the National HQ. I was told there was none. A phone company that requires you NOT TO USE A PHONE to complain! (I assumed that was untrue, BUT I WAS WRONG.) Think you are going to get ANY customer service when NO ONE takes responsibility? Not happening. Tomorrow I cancel the whole thing, but since AT&T just bought T-Mobile, I am not likely to go with them, either.
    BOTTOM LINE: T-MOBILE CANNOT SUCK ENOUGH!

    JFIREBRAND 7/11/11 3:27PM

  • I've had this service for 7 years, have always paid my bill on time. I am always fighting to get any kind of signal on my
    phone. Sometimes it takes me 30 minutes to an hour to get a signal. I can't get calls in or out. It is the only phone I have and can't get anything but a "boo-hoo so sorry" attitude out to the tech support. Even a supervisor gave me the same comments. They obviously don't want to do anything to help the customer AT ALL. They gave me an option of going to the store and getting a new SIM card, but the closest store is an hour away!! They won't even send me the card!! They expect me to drive to the store to get it and there's no guarantee that it will even help the problem. I think it's just another blow off excuse to keep me hoping! My contract is up in December 2011 and I am fed up enough to go to another carrier. I have
    had it with a lame company like this one!!! DON'T GO WITH T-MOBILE. THEY DON'T CARE ABOUT THEIR CUSTOMERS. THEY SURE DO
    WANT THEIR MONEY ON TIME THOUGH!!!! IT'S A SHAME I CAN'T HOLD BACK THEIR PAYMENT TILL I GET DECENT SERVICE!!!

    tcarlOhio 7/7/11 11:34PM
  • I just got off the phone with customer no care. I waited to call them until 10:45 pm so I could use free nighttime minutes. They registered a call lasting 15 minutes against my whenever minutes. I am afraid to call them and complain about it tomorrow night as I have been on hold for up to 1 hour in the past.

    jax 7/7/11 11:32PM
  • I have been with T-Mobile for the last 18 months & have had problem after problem with them for the last 15 of those months. The least of which is thier replacement phone shananigans, {I paid for a Premium Top-of-The -Line phone & when they FINALLY allowed me to get a repalcement they replaced it with a standard phone}. They then promised to upgrade my phone to the 4G network, only for me to find out 2 weeks later that that is NOT possible with the replacement phone they sent me! To top things off thier customer service is some of the WORST/DISREPUTABLE/DISHONEST/ & Plain CRAPPY I have ever dealt with! I ONLY got service with T-Mobile in the first place because I had Family members who were long-term customers & they had the Android phone I wanted! THE LAST STRAW WAS THIS EVENING WHEN I SPENT AN HOUR ON THE PHONE EXPLAINING THE SITUATION, LISTENING TO EXCUSES, BEING BOUNCED ROM PERSON TO PERSON, & WAS FINALLY TRANSFERED TO A SUPPOSED SUPERVISOR {"STUPERVISOR!!!"}, WO WA SGOING TO TAKE CARE OF MY ISSUE FOR ME & AFTER LISTENING TO STATIC FROM HIS PHONE FOR ABOUT 5MIN. HE HUNG UP ON ME!!!!! I have personally NEVER dealt with another company before that worked so hard to hold the Customer to thier word {Contract}, but was NOT willing to hold thier end, as though they do not understand that they can be sued!

    QueenM 7/6/11 6:15PM
  • THEY ARE THE WORST. SPENT HOUR ON THE PHONE AND GOT NOWHERE. BOUGHT AN UNKNOWN MANUFACTURED PHONE FROM T-MOBILE AND IT IS DEFECTIVE. TRIED TO GET IT SHIPPED BACK FOR CREDIT,SPOKE TO 3 DIFFERENT PEOPLE AND COULDN'T GET A STRAIGHT ANSWER. THEY DON'T HAVE AN E-MAIL ADDRESS THAT WOULD SIMPLIFY THINGS. HAD TO WRITE TO THE CORPORATE MAIN OFFICE IN NEW MEXICO. HOPE I GET A REPLY. T-MOBLE TOLD ME TO CALL THE MANUFACTURER OF THE PHONE EVER HEAR OF HUAWEI. WHEN i CALLED THEY SAID THEY DON'T WARRANTY THE PHONE AND IF I NEEDED AN OTHER BATTERY BUY ONE. THEY SAID T-MOBILE SHOULD BE RESPONSIBLE. IT ISN'T THE BATTERY.THE PHONE HEATS UP AND DEPLETES THE BATTERY IN THREE OR FOUR HOURS AND THE PHONE BEEPS TELLING MY THE BATTERY HAS TO BE CHARGED AND THE PHONE SHUTS DOWN. HAVE THE PHONE FOR 2 WEEKS AND CAN'T DO A THING WITH IT.BECAUSE IT WAS BOUGHT ON LINE I CAN NOT RETURN IT TO A T-MOBILE STORE. IF I BUY AT COSTCO ON LINE YOU CAN RETURN IT TO ANY OF THEIR STORES. THE POLICY T-MOBLE HAS IS RIDICULOUS. BUYER BE AWARE. THINK TWICE BEFORE BUYING A PHONE FROM T-MOBLE ON LINE.

    SPAR3346 7/6/11 5:50PM
  • This company lies! I was told repeatedly by T-Mobile customer service that I would receive a refund for erroneous charges that keep appearing on my bill and that further charges would be blocked. Two months later, I've never received the credits and still receive the charges. My phone bill is more than my rent! The customer service agents talk in circles for an hour, finally agree with you, say they will credit your account and then don't. They lie and should rot in HELL!!!

    mad 7/5/11 2:41PM
  • I only stayed with t-mobile for all of these years because of their great family plan prices, but T-mobile's overage charges are just awful. Customer service has no sympathy towards exceptional cases and won't even offer a courtesy waiver for the first overage in 10 years of using their service because its obvious this is how they like to make their money. And now that At&t is taking over, our plans will be gone anyways. So much for sticking with this company thats provided me with sh*t phones, bad reception everywhere including in my own home, and even tricked me out of my money countless times for all these years. I rarely ever dislike anyone and hate to wish anyone bad, but I have to say that honestly, I hope all their customer service people lose their jobs when at&t takes over. Don't get t-mobile. they've gotten worse and worse over the years. while everyone moves forward they keep moving backwards. I should've left them a long time ago.

    annie731 7/3/11 10:39PM

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  • Don't know the others posting negative comments about T-Mobile. Been with them for 10 years, and find they have the best and cheapest plans whenever I look for new provider. CS is very helpful.

    Rob 4/23/12 11:46AM
  • I just got off the phone with Elizabeth in customer service. She was fantastic! She definitely knows her job, better than the people who set up my account. She answered all my questions, and solved all the issues I was having with my plan and my device. So some of my dealings with T-mobile have not been great but the latest one was excellent...things are looking up!

    ablack4260 4/11/12 9:37AM
  • I've been a T mobile customer for ten years. Overall value great! Just switched to Walmart family plan powered by T mobile for value. Before I cancelled, I called T mobile to see if I could get the same or better deal, they could not. When I started my new service and went to cancel my T mobile, the "loyalty retention" dept then said they could beat the walmart price, but it was too late. I wish they would have said the best price when I specifically asked for it. The new T mobile offer was $99.00 for 3 lines inlimited everything. I now pay $115.00 unlimited everything through Wal mart, powered by T mobile. (But Im not commited now and even though it says 2G, they give you 4G). Some antenna areas are sketchy. Basically, I like T mobile.

    Debbie 4/9/12 8:45AM
  • By FAR the mpst incredible customer service I have ever experienced. I LOVE this company and will NEVER leave now that the AT&T scare is finished. T-Mobile is more concerned about it's customers than PROFITS unlike AT&T. I have been with them for over 5 years and have alway been treated like I am appreciated as a customer. Anytime I have had a technical issue I receive a follow-up call to make sure they solved the problem.....AWESOME. And about a year into my first contract I was asked if I wanted to bump down to a plan with fewer minutes as I was using less than half my minutes each month......without extending my contract. Well, I expressed my gratitude for wanting to save me a little $$ then told her that SHE and her employer were well worth the extra 15 bucks and to consider it a WELl deserved tip!

    CAGreekboy 3/24/12 10:01AM
  • i really dont believe the service we got for three nights weve have been on the phone trying to resolve a issue and every customer service has given us the worst service iv seen in life there rude, disrespectful inconsiderate why do people waste there time asking can they please speak with a supervisor they put you on hold for 20 min thats insane they dont come back and say sir im sorry i will have a supervisor call you back when they come available i give them a failer score

    Anonymous 3/22/12 7:06PM
  • I've bn with t-mobile for ten years, and I have never had any problems with them. I have 3 lines and the tablet, and most of my family and friends also have t-mobile. I haven't have any problems. Thank God.. I can imagine how frustrated it must be. I have herd of little issues from some of my friends,but nothing mayor. I am pleased, and I will never change company unless i can get a better deal. Actually, my bill is pretty decent comparing it to many others with other companys.

    marilyn 3/13/12 2:19PM
  • To: Whom it may concern, I became a t-mobile customer about a year ago I have not been so please!!! with this company. There customer service is just awsome!!! one of there employee stay with me until I was please. when I was on a trip overseas one of there employee made sure I safe Im so happy with tmobile may God bless everyone!!!!!! This company.

    momma j 3/10/12 3:38PM
  • Pleasantly surprised @ the helpfullnes & courtesy rec'd

    Anonymous 3/8/12 11:39AM
  • Been a T-Mobile customer since they were called Voicestream 12 years ago. Have had no problems. They have always helped me with my issues.

    Sedryn 3/1/12 9:53AM
  • I just got off the phone from speaking with T-mobile customer service and I am very satisfied with the representative's advice. He was very informative and generous with the features for the data plan I asked for. There is nothing negative I can think of; overall, a pleasure to have access to. Additionally, the representative sounded very good looking and, not in a creepy way, made pleasant small talk as he build up my family plan. He was rather entertaining and I appreciate his help and charm.

    Anonymous 2/20/12 4:37PM
  • I want to thank your Customer Service Representative that helped me today, her name is Jocelyn. I am a 69yr old lady that was having problems sending messages. Jocelyn took her time in explaining the procedure, and taught me how to send a message, always giming me complimentary feedback on how well I was texting my message. She deserves a great compliment from her Supervisor, and the President of T Mobile. Jocelyn, is a great asset to your organization.

    Anonymous 1/29/12 8:37AM
  • I have always experienced satisfactory customer service from T-Mobile and not once have any of my calls to customer service been outsourced. I am auto-pay and have been since way back, even when I was on a month-to-month basis, uncontracted. T-Mobile did offer incentives that would have lowered my monthly bill, but accepting any incentive would have renewed my contract for another 2-years without any new handset/s; thus I would decline. When I was ready to upgrade, I waited until I knew which phones my family wanted. I have called customer service when I've dialed '411' instead of '611'-which is customer service from your handset, and they have credited the fee back to my account (which shows up in the next 1-2 billing cycles, depending on where I am in my bill cycle). One time I had to exchange a new handset and they provided directions and a pre-paid box, followed by an email and text messages with the info as well. I seriously doubt TMobile is as bad as people are making it out to be and fully believe many of the stories on here are accusations claimed by people who simply do not wish to take the time to understand how TMobile bills and what their contract involves. I do believe there are rude employees here and there and that mistakes happen, but not like many of the stories here. I would love to see 3 months worth of the bills these people are complaining about, which would surely explain a lot of the bigger picture. There is one issue TMobile definitely needs to correct; and that is when they are attempting to sell a customer a 'better, discounted plan' without a handset, that they fully explain the customer that by accepting said deal, said deal will renew customers contracts. I had to ask whenever I was offered those deals and when TMobile said it would extend my contract, I always turned down their offer. And furthermore, people, "loyal customer" - seriously? Do you really think that means anything? Loyal customer simply means you are a long-time repeat customer. It does NOT give you any special benefits and you need to stop saying things like, "I am a loyal customer and they..." It doesn't matter if you are there 6 months or 6 years. And if you'd get better service than me if you were with them 6 years and I am just at 6 months, then WTF would be up with that? How is that fair? Just put a sock in the loyal customer rants. All that means is that TMobile will say thank you for being a loyal customer since *fill in your beginning year*. They probably say that to everyone, even 1-year customers. What the heck do you all expect for longevity, anyway?

    JVL01 1/24/12 10:08AM
  • I actually have good experiences with T-mobile. I have been a prepaid customer for more than 4 years. A few months ago, I ordered the new Samsung Dart but it did not connect to my home WIFI. I called and after talking to their tech support, their customer service had no problem for me returning the phone for full refund (within the specified return period of 2 weeks). I tried the same phone again to see whether I just got a lemon. It did not work and I returned the new one with no problem at all. One time, my son who was also a Tmobile prepaid customer, accidentally downloaded a game to his handset for $7.99. I called and they simply reverse the charge. As expected, some of their representatives are talking nonsense but compared to most other companies I talked to, they are actually reasonably polite and competent.

    Anonymous 1/20/12 1:29PM
  • The best customer service I've had so far. I'm a new business customer. I had an issue with my data plan, and the online service rep quickly resolved my issue to my complete satisfaction. I could never get adequate care from my previous provider.

    Indasys LLC 1/9/12 8:39AM
  • The only positive thing I can say about T-Mobile is that their sales agent helped me to upgrade to a smart phone with the appropriate plan changes at no additional charge. Since then however, I have had nothing but trouble and aggrivation from the Samsung Exhibit they sent me and the refurbished replacement they sent when the phone did not work consistantly. The replacement is no more dependable.

    Anonymous 12/27/11 8:14AM
  • I haven't really had too many problems with tmobile, the service isn't great but it's not horrible either. I had a better experience with customer service when I had a contract phone through them. I have switched over to prepaid since it's much cheaper but the customer reps are outsourced. I usually have to ask them to transfer me to someone else because I can't understand their English. But hey, you get what you pay for.

    prepaid customer 12/23/11 6:07PM
  • 11/18 My recent visit to the T Mobile store here in Las Vegas to get my newly purchased Galaxy phones working properly was a very pleasant encounter.
    The manager,Jonathan Mancenido spent over an hour working to get both phones working correctly. He was very patient with my wife and I in making sure all our accounts and email were okay.He even spent time showing us how to use our phones and how get the most out of these neat Galaxys. Thanks for having such nice people in your employ.
    E Girard

    Gene 11/20/11 10:18AM
  • Everyone on here seems to have a complaint. But me, well I have been with TMobile for 9 years and never had an issue. Actually just this past weekend I was having problems with my My Touch 3G slide. I went to my local store and they sent a request for a replacement. They charged me the 20$ exchange fee but after talking to them they said they would waive that fee for me. Well the 2nd phone they sent wasnt working either. After trying some trouble shooting, not only did they send me a new phone but they upgraded me to the 4G Slide free of charge. People need to know that the nicer you are and the more patient you are the further you get when you are dealing with customer service people and companies in general.

    Renee 11/9/11 7:00AM
  • After a horrific customer service experience this morning, I called back this afternoon. I spoke with a woman named "Angie" and she was very polite and extremely helpful. She completely resolved my problem (which at least four other reps could not or would not do). Thank you Angie!

    cupoftea 9/30/11 9:18AM
  • I added a 4th line on my phone for my grandson on September 16, 2011 at the Great East Mall Store Number 7548. We had excellent service from Chuck who spent time with us helping us find the right phone and making sure we understood everything about the phone and what we were doing.

    Anonymous 9/19/11 11:27AM
  • I absolutely love t-mobile! I have been with Verizon, AT&T and now T-mobile. T-mobile is my favorite by far! I pay very close attention to my bill and anytime something hasn't looked correct, customer service has corrected the problem and has been nothing but wonderful to me. Also with the hopeful addition of the new IPhone, I can ditch my old IPhone ( which I use currently on t-mobile ) I will have finally found the company I will stick with for longer than my 2 year contract :-) . BTW my bill is around 125 for 3 unlimited everything lines and that beats Verizon and AT&T any day.

    Anonymous 9/16/11 8:28PM
  • The support person named KIM at the William Cannon-MoPac store in Austin Texas is wonderful and was so helpful....I am 68 and trying to get into the new century and am stuggling. He was soooo nice. Helping me with my cell phone....

    Thank you so much....

    Karen 9/8/11 4:38AM
  • Thank-You T-Mobile for restoring service in a timely manner.
    Love T-Mobile. Been a customer since 2004. Keep up the good work.

    Debra 8/23/11 2:33PM
  • I've had to call their support twice to get services removed that I didn't want anymore, and both times they did it instantly, and were very helpful.

    nastro 8/19/11 6:39PM
  • A huge compliment for Erick #854536! Thank You so much for your outstanding Customer Service! Your assistance was spot-on. Now I am able to answer my mobile in time.

    Yes, I am an iPhone 3g user on T-Mobile US. FYI, T-Mobile's Pre-Paid 1500 Talk/Text w/30mb Data is an outstanding value for any Smart Phone user @ $33.10 (Taxes Included).

    I will not leave T-Mobile for any other Carrier, even if iPhone continues "un-officially."

    Tom

    Anonymous 8/18/11 11:09AM
  • I have never had a problem talking to a real person. Their menu is not very user friendly, but their tech support is very helpful. I had an ongoing problem for a while, and I believe they will sort it out.

    Ray Buford 8/17/11 3:50PM
  • awesome gave me free 4g sim card to replace my 2g sim card and walked out ready. completly fixed. Thank you.

    Anonymous 8/10/11 11:22AM
  • I really have enjoyed my experience with T-mobile for the last 7 years.

    I hope the company is not acquired by ATT, if so, I will cancel my account immediately.

    cecej7777 8/9/11 1:40PM
  • Tmob has been great to us! They offer military discounts, and are always rather friendly on the phone. Wehave had some issues getting a loaner phone, but overall they are helpful. They do not have the greatest record as far as time management, it seems as if it takes them days to clear up technical errors, but they are always resolved. The employees all seem happy to be involved with Tmob, and they are understanding towards military life.

    Anonymous 7/13/11 9:33PM
  • I absolutely love T Mobile. I have been with them for 2 and a half years and have never had a problem. Called today to upgrade my account from flex pay to non flex pay and i didnt spend one minute on hold!! I have never had such excellent customer service with any other company ever!! I really hope at&t doesnt take over because i absolutely love my tmobile!!

    courtney slane 6/16/11 1:51PM
  • I live on Paris Mountain in Greenville, SC in the southwest bowl near Summersett Golf Club. There is no true internet service provider, as we do not get Charter or DSL through Bell South I have tried Sprint, AT&T and T-mobile for mobile broadband . With AT&T I usually get about .5M speed down and around .2-3 up on average, Sprint was about the same. Then I switched to TMobile, and boy am I glad I did. I now have 3.5-4.5M down and close to 1m up. These are true broadband speeds . So if anyone is in the same predicament as I was and lives on or near Paris Mountain near Furman University , Tmobile is the way to go.

    phammack 5/21/11 7:40PM
  • I contacted the customer service regarding line suspension because I am going out of the country for about a month. My first call, the customer service said that I need to suspend the other line on my account as well and I will only be paying $10.00 for each suspended line which is fine instead of paying more than $100, the conversation got dropped because of poor signal in my area. Second call, another customer representative answered and I have to explain again, this representative told me that I will still be paying the regular bill amount which is more than $100 even if I suspend the lines because it's already passed my cut-off dates, I told him that the first customer representative said that I will only be charged $10 for each line then he paused and said he will verify it, waited for less than a minute then he gets back to me saying he is not sure how much but maybe 50% of my regular bill. I insisted to have the $10 charge and explained that it would be unfair because I will not be using the line for about a month but the representative said "I'm sorry but we can not give it to you for free." I said i'm not asking for it at no cost, then I hanged up. The third time, same terrible customer service representative but this time I contacted them by chat. My guess is they are trained to be rude to customers. I'm already considering of cancelling my account and switching to other provider. Worst customer service I ever experienced!

    mr. m 5/4/11 10:21AM
  • I just had to save my grandson from having his service discontinued because he forgot to pay. I want to express to T-Mobile how very impressed I am with the ease with which the whole matter was accomplished. I don't have T-Mobile service because it doesn't work well in my area but you've certainly surpassed Verizon and AT&T for customer service. Thank you!!!

    Anonymous 4/5/11 4:34PM
  • I've heard awful things about T-Mobile, and their support number listed on their website is pretty frustrating. However, using the info provided here I was able to reach a live rep within about 5 minutes. She was personable and found the answer to my question in about another minute.

    Herr Lapin 3/19/11 5:22PM
  • FROM AROUND 0430 THIS MORNING, I'VE TRIED T MOBILE'S TALK TO A REPRESENTATIVE LIVE ONLINE TO NO AVAIL. IT IS NOW 0837.

    I'VE TYPED IN MY PHONE #. I'VE CLICKED THE FORGOT PASSWORD OR THE ONE TO SAY THEY CAN SEND IT TO MY CELL, NO LUCK EITHER.

    I DON'T LIKE TO TALK TO A REPRESENTATIVE BECAUSE THEY ALWAYS ASK FOR THE LAST 4 DIGIT OF SOCIAL EVEN THOUGH I SAY IT OR PRESS THE KEY PAD.

    Anonymous 2/22/11 11:40AM
  • To be #1, tmobile sure does leave you waiting to talk to a rep for a long time. I've been on hold for about one and a half hours now. The phone has hung up two times alredy. I'm pissed. I've been with tmobile for seven years with the same number.I tried to call yesterday for the same issue I'm calling about now and I was on hold so long I just hung up cuz I had to go to work the next day to make money so I can pay my tmobile bill.I love tmobile but they need to hire more CSR'S cuz this is rediculous. I'm still on hold as I'm typing this out.To sum it up, I'm not happy!!!!!!!

    K 2/11/11 8:25PM
  • on feb 6th i called having a problem activating a phone because i didnt have a activation number i understood that i needed to purchase one but the lady could not tell me where to go and if she spoke better english u might be able to understand her but after calling 5 times i finally got somone to help me thru the hot spot number his name is adam and he was very helpful

    croatonsquaw 2/6/11 11:48AM
  • In the 7 years that I've been with T-Mobile I've never had a problem with their customer service or billing department. I've added services to my account and never been bamboozled like the others that have posted here. I've had to wait up to 10 minutes most for tech support but when they answered they were fairly quick in their resolution of the problem. All in all a pretty good experience with them.

    Anon 2/4/11 5:16PM
  • I dont know why so many people have such probs with tmo customer service, i have always had great experiences with them. Example, literally an hour and a half ago, the internet, gps, apps etc did not work on my mytouch 4g. I called tech support at 2:09am and someone answered right away, the issue was resolved at 3:10am, and they gave me a 15 dollar reduction towards my current bill. The phone is working beautifully again. Thanks tmobile, this is why I remain with them

    Anonymous 1/31/11 2:12AM
  • People are making comments that they hate T-mobile customer service because they have had to wait for 20 minutes for a representative. Well, try hours. We have made 7 calls today and been cut off, waited for an hour and then cut off, sent to the wrong person, etc. etc. I have NEVER seen such poor customer service in my life! We are ready to lose our minds.

    Minutes ago we finally got through to someone who was very helpful and solved our issue in five minutes. Thank you sir, whoever you were.

    Anonymous 1/18/11 10:26PM
  • I have been with t mobile for 2 years and I absolutely love them If I have an issue arise that requires calling, I am immediately connected to a customer service representative. I know what my phone bill will be every single month, no suprises ever. I have great coverage and awesome phones. I will never go with another carrier, I am a competely loyal t mobile customer. Thanks T Mobile for the great job and excellent service!!

    COURTNEY 1/16/11 6:56PM
  • I have had T-Mobile service since 1999. Everytime I have called customer service, they have been polite, knowledgeable and helpful. I have a problem with a spot of service in a rural area and they have made suggestions, which of course, putting in a new tower in not in their control. The coverage I have nationwide and world wide is much better than my friends cell service.

    Anonymous 12/28/10 3:43PM
  • Best Customer Service Ever. Great peaople.

    Mohammed 12/16/10 9:26AM
  • I liked the customer service experience.

    Anonymous 12/13/10 10:22AM
  • Had the best phone conversation with the most down to earth guy, Steven B. He was quick with what I wanted and he was friendly too. It's the way you talk to them, be polite and respectful and friendly and they too will do the same. He also updated my account to what is t-mobile currently offering which will save me a bunch on the long run. I have nothing bad to say t-mobile Customer Support. They were great and I will be a customer for a long long time. Just ask for Steven B. next time.

    Satisfaction 10/29/10 12:07PM
  • I've had a few issues with my phone, questions about everything. From replacing a lost phone, to learning how to block unwanted phone calls. I call the Customer Service line all the time. And everytime I get a very helpful representative. I have no complaints. They are very helpful and polite. I really think if you are polite and respectful to the person on the other end, they will recriprocate. I used to work at a department store and although its "rude" I would talk to the customers in the same tone they gave me. The customer isn't ALWAYS right. And I know that applies to me. Just be nice. It gets you a long way.

    Content 10/25/10 9:41AM
  • I have been with TMobile since 2004 and the only reason I don't even consider changing carriers is because their cs is superb. I have had maybe one bad experience with a rep who literally spoke to me like he was a robot. I was having an issue and he was giving me canned responses. It was so frustrating, I actually got angry with him and told him to use his brain! Anyhow, other than that experience, I have always gotten someone on the phone who will resopnd like a human being and work with me to resolve issues or give me recommendations on new phones, whatever. I've also had the experience with Sprint's cs through work and I would NEVER EVER use their service. TMobile makes me grateful and I always recommend them when I get the chance.

    shalamar 10/13/10 9:30AM
  • Had to stay on hold for awhile but all my questions were answered and the rep was friendly and very helpful.

    Anonymous 10/13/10 9:19AM
  • I think all of you guys are hilarious, because almost all of this stuff you guys are talking about is because you fail to ask questions and you expect the Customer Service Representatives to read you EVERY SINGLE term and condition! And...if you think saying you are going to move to another company is going to chage anything, you are sadly mistaken, T-Mobile is glad to help you cancel your service, and the Customer Service at Verizon and AT&T is so bad it's scary! Asq questions and quit complaining. And...maybe the reason you have to wait so long is because you call ALL THE TIME and you are put into the back of the queue!

    T-Mobile Advocate 10/12/10 11:31AM
  • I have been with T-Mobile for over two years and they have by far, the BEST Customer service I have ever experienced. I have had trouble with phones and my account occasionally but it is because of how they have treated me that I stay with the company. They literally make me feel like I am part of their family and that they care about my problem. I dont even understand how anyone could say anything bad about this company!! Thanks T-Mobile, you rock!!!

    nhanges 9/24/10 6:54PM
  • Have always have amazing service at my branch. I live in cumming GA. and the service at the cumming store in Market place blvd. I've had to go in for a couple of issues and each one was handled with a smile and all my issues were resolved. Thanks again guys

    ozaudioman 9/17/10 9:19PM
  • The guy I talked to was extremely nice...My phone wasn't working at all and he fixed everything professionally and pain free!

    In addition, he gave 3 of the lines on my account FREE internet for 30 days for my trouble!!

    Excellent service overall.

    Amanda 9/15/10 7:32PM
  • tmobile we miss your service customer as well as phone service was a customer for 7years. moved and coverage was not as good where we moved and roaming for you was an issue and you let us go hope to be a customer again other phone company not as professional

    andrew 8/25/10 2:33PM
  • I have been a T-Mobile customer for 6 years. Over time I have been very happy with the ultimate outcome of my customer issues with their 611 help line. I have intentionally steered clear of their stand-alone stores because I have experienced 'less than' what I've come to expect with phone exchanges. 3 years ago, after finally resorting to a real letter, sent to their corporate office, I resolved a very difficult situation to my delight. I still find their phone reps to be pleasant, but often they give conflicting information, which can lead to bad decision-making on the part of the consumer. Today, a problem with my 5 month old phone was resolved in a less than satisfactory way when I was told that my phone would be replaced but no one could tell me if it would be replaced with a refurbished phone. Not on the phone, not when I get the phone, not after I have the phone in my possession. This leads me to believe two things: T Mobile does know at some point whether the phone I will be given is new or refurbished AND T-mobile probably replaces all their defective-during warrantee or insurance replacement phones with refurbished units. It is time for another *real* letter, as far as I'm concerned. My brand loyalty, which has in the past helped me overcome poor reception when I travel (to some places), convlicting/confusing information and incorrect billing(which is always fixed but does take time)may be on the wane if I can not get a truthful answer about the refurbished equipment. IT's not that I don't want a refurbished phone, it's that I want to know if it is refurbished, even if I have to wait until it's in my hot little hands. Time will tell.

    Anonymous 8/25/10 12:15PM
  • I have struggled for the past year to find someone at Tmobile that actually know what they are talking about.I just wanted to let you know that Carlos a TMobile employee at the Irving Mall location was the most patience and helpful person who helped me trouble shoot and fix my non working phone and I appreciate the time he spent explaining the details of the problem with my phone and how to fix the phone. He knows his job well and I know in the future should i encounter problems with my phone i will go to him first. He is the most reliable employee i have had help me in the past year and a half that i have been a T Mobile acct user. Thanks again Carlos.

    iislas104 8/14/10 2:02PM
  • I have been a T-Mobile customer three times over the past years, and have always felt the CSR's were the best part of the company. I had to call them many times after I first got service to check on available services for a business account and correct a phone number issue. I probably spoke to a total of 10 CSR's total - I had a VERY weird issue which they did resolve.

    Both times I had to cancel in the past were due to being in areas service wasn't available, and I wasn't given any hassle about it. They just dropped the plan and wished me luck.

    As far as T-Mobile's service goes - well, they are a small carrier that mainly covers the interstates. When you check their coverage map, be sure that at least SOME green is where you want to use service the most - just because they have a roaming agreement today doesn't mean they will tomorrow.

    p38fln 8/3/10 7:41PM
  • I find that T-Mobile is a really good company if you actually take the time to read about what you are signing or if you have coverage in your area. If you have no coverage, and don't ask to see the coverage map, then you shouldn't blame a phone company for your stupidity. As far as customer service goes, remember that that is with any company, not just T-Mobile, they help the paying customer first, especially since the representative that helps you gets paid anywhere from 250-400 dollars for your contract signing. Lastly, remember that they can't talk to you if you are not the account holder to avoid lawsuits. All in all though, I am rather happy with T-Mobile, no dropped calls, but then again, I actually live in the service area. for those that experience dropped calls, Try Moving into a city and getting out of the rural areas already.

    Ashfyr 7/20/10 5:51AM
  • June 15, 2010

    I just returned from the Dearborn Heights, MI store. I was very impressed with all aspects of my service. The young women who initially gave me information was very helpful and knowledgeable.

    Jeremy is the staff person who took care of all details. He is an asset to T-Mobile and should be teaching retail staff everywhere how to treat a customer.

    He was extremely helpful and knowledgable. He answered all of my questions,which were many since I am technology challenged. He set up my Sync and took the time to write down a few extra, easy directions. Offered some information that I probably would not have thought to ask.

    Anonymous 6/15/10 10:57AM
  • i love tmobile customer care they always helf me out ... its the best ... the only issue is that i dont have reception everywhere ... but I LOVE TMOBILE ... n they love me too lol

    Anonymous 6/2/10 5:18PM
  • T-mobile has bad business practices.Our government needs to stop phone,cable,ect companys from charging $200 or more when we cancel early,$50 is more reasonable.Tmobile pages must be read in fine detail to know if you will be fined.I bought a smart phone and renewed my contract.Then I am charged $200 for using one of their phone service contracts that was only for non contract users,I didn't read the bottom of the page,so I didn't know this.What a scam.They did remove the $200 charge and returned me to my former plan.In 2 years when my contract is up,I will cancel and leave this scam company behind forever.Time for phone regulation with these bad business moves.

    Anonymous 5/28/10 4:19PM
  • I have rarely had to contact T-Mobile, which is as it should be. But when I have contacted them, they have been easy to reach, unfailingly polite and helpful. I'm not sure who these other people are getting, but at least whoever answers for people calling from L.A. area telephones are terrific.

    Anonymous 5/14/10 10:27AM
  • I just completed a call to confrimed coverage in Kalipspell, MT. Not only was I helped, I was given guidance on how to selct a manual set up for coverage while I was away from home.

    I am very suprised by the negatvie comments that I am reading on line, I have been with T-Mobile for years and plan on staying with them for some time, my experience has been excellent!!!

    Anonymous 5/2/10 5:06PM
  • I've been with three different mobile phone companies (verizon...sucks, AT&T....worse, & Sprint....Okay); none of them compare to T Mobile's customer service. Now I'm not rating their drop calls and or mobile connections because as far as I'm concerned no one can beat verizon. However, I try to weigh the odds lesser drop calls and cheaper monthly bill and outstanding customer service as apposed to then them taking my arm, leg and heart for collateral against the high *&^^& bill every month with Verizon. Cudo's to T mobile....outstanding service!

    Anonymous 4/29/10 5:59AM
  • Rec'd. comprehensive, courteous and efficient service today.

    Anonymous 4/21/10 4:11PM
  • I've had reasonable success with T-mobile support, and am actually surprised at some of the negative comments. My SIM card failed a few weeks back. I was able to speak with a CSR in a slightly long, but reasonable amount of time (about 10-15 minutes). They offered a few troubleshooting suggestions, and finally recommended I stop by a T-Mobile store. I did, and the retail person at the store was extremely quick and helpful. I've been a T-mobile customer for almost 10 years now, and have been satisfied with the service I've received.

    callit 4/17/10 3:14PM
  • The absolute best customer service by far!!!! I have been with T-Mobile for almost 2 years now and I love the service, the products, customer service, everything! I changed to T-mobile because my last cellular provider had the worst customer service ever. I have never had to hold more than 1 minute no matter what I was calling about. They always go above and beyond my expectations. Everyone I speak with is happy and willing to help me, my husband has said the same. Way to go T-mobile on excellent service. I will be a customer for life!!!

    Anonymous 4/15/10 9:11PM
  • just wanted to say that Laura, a rep you have working for you is great. She worked with me for over 20 minutes to resolve my bill.(overture of minutes) which in the end t mobile was at fault.She actually cared and took the time instead of the other reps who may give you 5 minutes of there time.Kudos to you Laura ! Keep the great work

    robynandjosh 4/13/10 7:40PM
  • i think t-mobile is a great phone company i had t-mobile for about 6 years and once in a blue moon i have a call drop but other than that i love t-mobile and i will be with them for about i don't know 10-20 more years i now have a storm i love it so much

    rbrena 3/29/10 7:35PM
  • I had the best service in the Auburn Rd. and lancaster store ever. Generlly I would not go to this store because of the bad service, but I had Sara S. on monday March 22, 2010. She was extremely helpful and had saved me on my account. She had knowledge of service as well as great people skills. A wonderful personality and smile. She had transfered from Bend, Orto this Salem Or store.
    kudos to Sara! thanks, Cathy LaBrasseur,Salem OR

    cathyscreations 3/24/10 2:53PM
  • Fantastic experience every single time I call T-mobile. They have the most professional and upbeat support staff I have ever spoken to. English speaking Americans with a smile on their face, what more could you ask for. Not only that they do what you ask for. Amazing company. I truly am just a regular customer. Got the G1 on Halloween 2008 and have been loving it ever since.

    magnus007 3/11/10 3:19PM
  • OH MY GOD! I cannot believe these ratings, that sucks. T-Mobile has THE BEST customer service of ANY phone company out there. I've been with them since 2004 and I've had alot of issues and never once have they argued, questioned, charged me or been snappy or rude. They have always taken care of the issues the first time. Ya, the calling service might have a few glitches, but the customer service is 5 star as far as I'm concerned. I don't know what has happened with these people but they've been unlucky with the service or something because these ratings should be alot higher. Well keep up the good work T-Mobile, your doing great in my book! sheila c.

    luvkylee 3/9/10 4:44PM
  • I have the Motorola Cliq phone which is great. I called customer service because I lost the Myfaves icon on my phone. The customer service rep reset my phone but unfortunately all my phone contacts were erased in the process. The rep did not know how to retrieve the phone numbers. She told me to call Motorola to see if they can replace the numbers. I called them which was a complete waste of time because that rep did not know how to retrieve the numbers either. After talking to 3 reps with NO knowledge at all, I finally got a hold of rep 1221271 Mike B and he really thought outside the box and retrieved all of my contacts. Mike had a great attitude and went above and beyond to make sure my phone was working properly. Please take note that all the trainig at Tmobile should be consistent across the board. The problem should have been fixed on the first call, which is top of the line customer service. Thank you Mike for your GREAT customer service!!!

    Anonymous 3/8/10 6:28PM
  • ive have tmobile for the past 5yrs have never had a problem..i love there customer serivce always eager to assist me with all my concerns.I LOVE TMOBILE....

    LT 2/26/10 11:53PM
  • i have been with tmobile for 6 years and all i have to say is i enjoy this company. The customer service is great, if 1 doesn't have what it takes to answer ma question they always connect me with another person. I have 5 lines with tmobile unlimited everything and a great price to go along witht that. And the new phones are great also!!!
    me and my family enjoy tmoible and i dont believe there is another phone company that can help me.
    my friends who have at&t, verizon, sprint are always complaining about how much they have to pay.
    so am satisfied with tmobile!!1=]

    zam 2/17/10 2:59PM
  • The best cell company I have had as far as customer service. Whether in their stores or on the phone, they do their best to help me save money and get the most services. If the reps have to spend 30 minutes sorting through all my lines to get me what I need, then they do it. They have never rushed or made me feel like they were doing me a favour and that I was wasting their time.

    I recommend them all the time. I have been happy with them for many years now.

    just-a-guy 12/19/09 10:18AM
  • T-mobile Rocks! I've been with them for years, and any time I had a challenge or problem with the service the 1st person I talked to was able to fix it! Whatever you do, never go with the Verizon even the VP's can't make a executive decision. Verizon sucks!

    Anonymous 12/17/09 7:54AM
  • Honestly most people look for sites like this when they have a complaint... well I don't I was just curious because my brother is having major hassles with SprintPCS who I dropped like a mill stone in the deepest ocean years ago.. All in all I have been with T-Mobile for 5 years now and have had a very pleasant experience with them.. coverage is a bit poor but customer service is awesome! T-Mobile really does recognize when you have been with them for a while unlike other providers that just couldn't give a .... ha well I have the MT3G and it works great just would love to see better 3G coverage but all in all T-Mobile is great!

    Sheldon 12/6/09 6:57PM
  • I can't imagine ever leaving T-Mobile as my wireless carrier. Yes, others have fancier phones and larger networks, but phones will break and fees will pile up. But quality customer service is hard to come by and T-Mobile has the best I've ever seen in any business.

    Here's the best example: because I had spent hours on the phone arguing with Chase Bank (one of the WORST customer service businesses out there), I had gone way over my monthly minutes. I called T-Mobile just to see if anything could be done and they said they would just charge me $10 to raise my monthly minutes for that month instead of the $31 and counting I was looking at for exceeding my current plan. And then they said they would just drop it back down to my normal plan after that month.

    At another company, that's a service rep who's probably breaking the rules to help you or at least going out of his or her way after a long argument. At T-Mobile, a move like this IS the rule. They're the tops.

    MattCollider 9/30/09 9:09AM
  • the customer service was very helpful (

    jenniebaby 9/20/09 6:03AM
  • I have been a T-mobile customer for 4 years now. I still have my original billing plan. Customer service has always been very helpful. love my hot spot at home for only $10.00 a month. Just the other day I had a rep at a local mall hook me up for an additional 15% discount. This pretty much will pay for the hot spot so it will be free. I love T-Mobile and I think I will be staying with them for a long time!

    RLS 9/14/09 8:49PM
  • Got billed accidentally for text messaging twice, but I found it very easy to reach a CSR and they were extremely nice and apologetic. Didn't argue the issue at all.

    Beeger 8/6/09 1:07PM
  • In the past year, T-Mobile has vastly increased their customer service care. They have solved a great number of my issues, or directed me to the proper routes to do so. They are always extremely helpful with Blackberry support, and very friendly.

    gpia7r 8/5/09 1:57PM
  • Very good customer service, I spoke to a representative very fast. Answered all my questions.

    Anonymous 8/3/09 3:04PM
  • Top notch customer care. I had an issue with my Blackberry not allowing me to receive MMS. They were able to fix the problem and even get me a new SIM at a store. The store professional was exceptional as well in Fort Lee, NJ.

    Anonymous 8/3/09 8:53AM
  • They were very helpful and gave me all the information i needed. :D

    Anonymous 7/20/09 9:22AM
  • Tmobile will support any phone used on its network to a minimum. I enjoy my T-Mobile svc and currently have both a regular account for myself and a flex acct for my 13 year old son it works out great. I chose the monthly plan instead of the contracted one since I already had an old phone. I bought my SIM card and my son gets to use the phone just like a reg plan. Whats the best part is that if he does not have the 48.57 due at the start of the cycle the phone turns off(since he may have been grounded or missed some of his allowence money because he did not do his chores) so after about a week with the phone off he doesnt pay the 48.57 but the amount that is due for the remainder of the cycle only 3 weeks of svc which is about 35. The bill has to be pd at the beginning of the cycle or it turns off so I never have to worry about him going over min or high bills. They wont let you do payment arrangments on flex. Great way to teach responsibility and make him do his chores lol

    Anonymous 5/18/09 10:53AM
  • Submit your comment >>
  • I was a customer for over 10 years. Last year, they switched my acct to month to month before my contract was up.(I asked them to do that WHEN my contract was up-we reviewed the dates). Then they wanted to charge me an ETF. Additionally, they wanted to charge me for the days left on my contract AND the monthly days (i.e. have me double pay because they switched my account early. They overcharged me and when I disputed the bill, they charged me 20 bucks for disputing an incorrect bill.

    I could not reach them on the phone (I was put on hold for hours or hung up on). I wrote 4 letters-they didn't respond.

    Finally I submitted a complaint online to the FCC. Then they called me. It's still not resolved. Glad to be rid of T-Mobile.

    ECS 5/10/12 7:15AM

  • I used to work for T-mobile for 4 years, would have been 5 this march, but last year i was let go, due to the Merger that "was going" to happen, for those of you that have probs with the CS its because t-mobile fired the good reps,and kept the bad reps, because they where cheaper to keepthan the good reps, and made it to where you only really get 3 mins to speak to a rep, god forbid you call back to thats a no-no. T-mobile has really gone down hill since the new CEO took over, and they made all these changes. I say this from a customer and exemployee standpoint. Honestly they are going broke, and can not compete anymore, glad I made the switch and so is my family when the contracts are up. tell everyone not to go with t-mobile they just aren't they same anymore.

    areweclear 4/16/12 2:40PM

  • Hello to everyone. I just passed by this site and I was really shocked of all the negative comments for T-Mobile. Honestly, I do understand their side why they posted negative comments. By the way, I'm one of the outsourced agent of T-mobile. I always got a perfect score in customer service. Honestly, its also a problem for me that we are required to offer in EVERY SINGLE CALL that we have.. I'm really sorry for that.. And also I would like to speak up for my fellow outsourced reps.. we are also trained the same way with american agents, we can also speak english, and in the first place, we will not be hired as a CSR if we cant speak proper english. also please try to understand that we are also HUMANS, pls dont shout at us as if we are animals.. if you keep on shouting and uttering bad/foul words, how we would be able to assist you? we can also feel, as much as we can, we are controlling our temper to still provide good service, but how are we going to do it if we are being abused. thats why we have steps to follow for harassments calls. thats just it.

    buckle 3/17/12 11:44PM

  • Hello to everyone. I just passed by this site and I was really shocked of all the negative comments for T-Mobile. Honestly, I do understand their side why they posted negative comments. By the way, I'm one of the outsourced agent of T-mobile. I always got a perfect score in customer service. Honestly, its also a problem for me that we are required to offer in EVERY SINGLE CALL that we have.. I'm really sorry for that.. And also I would like to speak up for my fellow outsourced reps.. we are also trained the same way with american agents, we can also speak english, and in the first place, we will not be hired as a CSR if we cant speak proper english. also please try to understand that we are also HUMANS, pls dont shout at us as if we are animals.. if you keep on shouting and uttering bad/foul words, how we would be able to assist you? we can also feel, as much as we can, we are controlling our temper to still provide good service, but how are we going to do it if we are being abused. thats why we have steps to follow for harassments calls. thats just it.

    Glastnost 2/17/12 1:20AM

  • end users blow! No agent wants to deal with them. Expect the service to get worse until the people calling in can act like civilized human beings. And be warned T-Mobile has a zero abuse policy. You are warned twice then... click! Read your contract before you sign it and live up to it. Most of T-Mobile's clients are government and fortune 500 companies. Why they bother with end users is beyond me.

    Tenured Agent 12/23/11 5:55PM

  • I see these... "I use to work for tmobile"... and i think yup they were fired. I love my job. If you show up on time when you are suppose to, follow the polices and do your job you will never have a problem. EVER. And, advancement is a breeze. I have only seen two types of people leave those who cannot take the abuse from customers over the phone and those fired for poor work ethics. I believe nothing that comes from either of their mouths. tmobile is defeinatly better off with the dead weight gone.

    Anonymous 12/19/11 4:26PM

  • I spend all day dealing with customers who never read their contract, don't monitor their bill and decline features that would give them discounts. Everything you say is noted and recorded and thrown back at you when you have selective memory. Ten percent of the time the problem is the carriers fault, ninty percent of the time the customer's. It is not the carrier responsibility that a customer reads their contract or monitors their own account but they get blamed for it. The only contract that exists legally is the one you signed. Read all of it. Nobody holds a gun to your head and makes you sign it. You have a buyer's remorse so there is no excuse to keeping a contract you claim you didn't like or agree to. Secondly, there is an abuse policy allowing an agent to warn you about shouting, threats or swearing then click you are gone. Experienced agents are worth their weight in gold T-Mobile moves mountains to keep them. So complaining about one is fruitless. As long as they do their best and be professional they stay employed regardless of any mistakes they make. T-Mobile gains more lines than they lose everyday and this will continue now the AT&T merger is gone. No agent at T-Mobile wants to work for AT&T. Off shore call centers have destroyed customer service. They are uneducated, ill trained and just hang up on difficult calls. But they are cheaper than American agents. I have to laugh when people say,'demand a supervisor and you will get what you want'. They're lying, supervisors do not give you what you want they give you what you are entitled to which is usually nothing. So, when an agent gets a supervisor they get a bathroom or smoke break while the sup deals with it. So, read your contract before you sign it, monitor your bill and pay your bill and you will have little trouble. For those of you who yell 'I didn't know so I'm not paying it' - bend over and grab your ankles or leave. Once a call is done an agent forgets you ever existed.

    Alice V 12/19/11 4:13PM

  • I used to work for TMO, I have been a customer for many years, then I woke up one day and they shut off my phone for being 2 days late on my bill? I tried to call only to be cut off agian and again, I fianlly went to the TMO store and they connected my to CS and I was told that it was going to cost me $20 per line, (I have 2) to reconnect my service, I informed them that I was going to go to Verizon, then a so called supervisor got on the line and told me if I stayed with TMO I would not have to pay this fee, I informed her I did not have my checkbook with me, and she said that she would note the acct. and I could call later and make a payment, I got my checkbook and was at the library so I called from a payphone (my TMO phone would still not call CS) the rep. told me I had to pay the $40 dollars to reconnect my service, I informed her that there is supposed to be a note on my acct. there was no note, so I have now ditched all contract phone companies, I hate being misled and lied to, I encourage everyone to do the same, contract phones are a rip off, look at Europe they have been without contract phones for well...ever. TMO sucks as do all the rest..

    ttom11 9/7/11 9:24PM

  • I used to work for T-Mobile and the largest complaint I have as well as former employees and current employees is the level at which they CYA to be so HR Appropriate. Just one of the things that makes it so bad is, they can sell wallpapers an individual can purchase for their phone but yet if an employee puts up the same type of picture at their desk it might not be HR Appropriate. They operate on a double standard.

    Anonymous 7/29/11 6:55PM

  • Yes also a "former" employee, by supervisor
    was never at his desk. He would not take calls
    and never gave feed back to the reps. But the funny thing was, he never got fired. So to the poor customers out there "I feel your pain"

    bangorstate 3/28/11 9:00PM

  • HEllo all , I have to aggree with the other posts here , many of those negative post could of been resolved easily with a little time and acctual effort ,and it is true that there is never a shortage of negative comments and there are less people out there that would take the time to comment when anyone with a negative experience feels they need to vent .However and this is comming from a rep that prides himself on nothing but excelent survey scores from you the customer , things are a changing. Customers service has been desolved and retitled as service\sales , it is now a requirement to try to sell to every caller we take. A quota has been enstated of $150.00 per hundred callers however per day is being enforced . This has led to more complaints and slammed customers that i have ever seen in the many years i have worked here. The praise we used to recieve when we save our customers money has been replaced with scorn ,and the term "right fitting" wich meant to add services that would help ,and remove service that were not needed has been bluntly replaced with "sales" , and any removals go against the quota so reps are now scamming to keep customers from removing anything. Commision has replaced the right fitting bonus but many of us never cared about commision or sales and honestly i think it just makes the hole thing worse. And all this started jan 1st 2011 , so from the bottom of my heart to all of our valued customers , I am sorry but we will , I will try to sell on even the simplest question and answer call. At least untill i find a company to work for that knows the difference between customer service and sales. I do have to admit , i have worked for many call centers that do know the difference , but they dont pay as well hourly."Tragic".

    Anonymous 1/18/11 4:08AM

  • Hello I am a former employee of tmobile in the call center most of the negitive coments are issues that could have been resolved if the rep was knowledgeable unfourtunatly i have noticed a recent trend with tmobil to fire long time employees who take the time to think out side of the box to resolve issues for customers empoyees who have been with them through all the changes and know how to find information on old issues because these employees take to long and becuase a lot of these employees feel it is wrong to give a customer push back when they need to remove services to reduce bills or to sell a product the customer does not need It is really sad to see such a great company go down hill so quickly espicialy when i see the negitive comments and know that 9 of ten of those calls could have been resolved easily

    bluevelvet 8/3/10 2:46PM

  • Hi! I posted a comment in the "employee comments" (the ONLY one so far) and the reason the ratings are terrible on this site is because normally people don't share their "good" experiences, unfortunately. Happy to see feedback from those of you that have positive comments. Maybe someday good experiences will spread like wildfire, instead of the opposite!

    anonymous 4/13/10 6:15PM

  • Hello Everyone!

    I worked for T-Mobile customer service for 6 years, mostly with the Business Care and Offline Department (answering e-mails faxes etc.), but I also worked on the phones with the customer service department, I really enjoyed my job and loved being helpful in resolving any issues or concerns voiced by T-Mobile customers. I understand the comments posted below, and just wanted to say that overall, T-Mobile has a great team of customer service representatives that in most cases will try their best to resolve issues. (not to say that they are ALL perfect) but please don't let your individual experiences sour you against this company. I realize that negative experiences are FAR more impacting and faster travelling than good experiences, and I've had a few myself. The bottom line is, T-Mobile has won awards for "Best Customer Service" for a reason. I wish I could help everyone who has posted a negative comment on this site, because I believe in this company, and 100% of the time, if you have a valid issue that needs to be resolved, it will be. Don't let a few bad apples spoil the bunch. We are not "monkeys," we are human beings, and ALL of us can relate to having billing problems/issues with companies that service us. We have ALL been frustrated with a customer service department at one time or another, and I can speak for the bunch I worked with, WE DO CARE and WE DO understand. Please don't take out your frustrations on the customer service representative you reach.They truly are there to help you, and they don't deserve abusive language or name calling. You will get your issue resolved if it is valid.I like to give customers the benefit of the doubt, but the truth is, there are dishonest people out there, and policies are in place that CSRs need to follow. If you state your case and there is truly an issue where T-Mobile has made an error, it WILL be fixed. Speak to a supervisor if you need to.

    Thanks for reading my post!

    Anonymous 4/12/10 4:18PM



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