T-Mobile Customer Service

User Reviews, Ratings and Comments

T-Mobile customer service is ranked #434 out of the 630 companies that have a CustomerServiceScoreboard.com rating with an overall score of 29.58 out of a possible 200 based upon 1850 ratings. This score rates T-Mobile customer service and customer support as Terrible.

NEGATIVE Comments

1,743 Negative Comments out of 1,850 Total Comments is 94.22%.

POSITIVE Comments

107 Positive Comments out of 1,850 Total Comments is 5.78%.

Issue Resolution

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It appears that I was scammed out of $100.00 by T-Mobile! When I first placed an online order, my payment was process for $158.00 for the iPhone 5. I then received an email alert indicating there was a problem and I need to call customer service. My call with customer service was very pleasant and I was told I need to pay $100.00 for deposit in order to get the service. I paid that deposit plust the 158.00 for the phone. The rep indidated she liked my unusual name therefore will overnight the phone to me free of charge. I received the phone as promised, however about five days later, I receive a text from T-Mobile stating $100.00 is due to avoid suspension. Believing the $100.00 was for my monthly bill, I paid it right away. I thought it was odd that my payment was due so quickly. Anyway, when I received my paperbill, it only shows the second $100 payment I made and not the first one. I called customer service and was given the run around. Finally the rep said they put in a missing payment and I would hear from them by the end of the week. No one has contacted me about my missing payment. I have proof from my bank account what was paid to T-Mobile but they are not taking that into consideration. I'm wondering if I made a big mistake switching from AT&T and coming to T-Mobile.

Shaun 5/22/13 8:38AM
NEVER again will I use anything t-mobile! They are attempting to help their company by ripping off long term customers! After 7 years with them, my contracts all finally ended, so I bought new phones elsewhere and switched--hah! After two months of trying to close the account online (no longer could access since I ported numbers) they sent me a 200+ bill when I was current at time of stopping service. Dozens of calls later (they sell my info to numerous collectors--shouldn't be legal) I now supposedly owe over $400 based on their false assertion that I paid 40 days behind for my 7 years as a customer! BS!! I'm on disability and played by their crooked rules keeping their service long after I wanted it. Was just told that this $400 plus is all from not paying $100 when they thought I should! Worse than the mobs running our government! Didn't even get a bill for two months and I will not be ripped off anymore! Someone needs to sue this company, these big cell companies get away with too much!

Anonymous 5/21/13 11:48AM
three contracts with t -moblie for over 5 years one coming to a end in july saw a deal carphone warehouse £10 cheaper than t moblie asked for the same deal answear from dev in kent (south africa) cant be done phoned to cancel contract with shan god knows where she was phoneing from no probs will cancel it now if you want after a cancel fee yep t moblie really want to keep there loyal customers cant wait till my other 2 contracts are up so i can cancel them as well

harry 5/19/13 2:46AM
Sent to my email list as promised to your customer service, if that�s what you call it!

I am not an unreasonable man. At least I think I'm not, but having dealt with t-mobile for the last 7 years I feel that not posting this after I told them I would, would make me a liar, that I am not. They failed miserably in providing service, some of you know the frustration I've had as you have been with me and your carrier had 3 to 4 bars of coverage and I was out of service. They promised mergers with other phone networks....never happened, promised rebates for signing, took 4 months to get them after many calls. Much frustration finally getting what they promised. If you can avoid it do not sign with t-mobile, the customer service is terrible, they are there to frustrate and stop you from complaining, I am finally through with t-mobile, before you sign up with them go to there complaint pages. The comments are negative 1700 to 107 positive. This network should be banned from calling themselves a phone service. If you are dealing with them I sympathize with you and wish you luck getting away from your contract. If you are thinking about signing with them, think again. At&t, Verizon, US cellular, have better coverage. All we ever got from t-moblie were empty promises and dropped calls.
More places without any coverage. I told t-mobile I would ask all on my email list to forward this to all on their lists, and on and on...............................Thank you, I Have vented, not lied to t-mobile. Do with this what you want... send on or delete...makes no difference to me as I feel better for having written this protest note.

Tom

Anonymous 5/18/13 5:32PM
T-mobile promised me they would merge with AT&T, that was the only reason we stayed with them. They would not let me out of my contract when the merger failed, I had the pourest reception of any of my friends. they would have 3 to 4 bars and I would be out of service. When I called to complain, the clerk taking the call stated that I would have to honor my contract, even if I was disatisfied. When my contract was expiring tmobile started baraging me with text messages to resign with promises of new 4G phones, text messages if I would recomend tmobile to my friends I Gave that a "0" then they started calling my # to see if I would resign. I stopped answering the text messages and the phone calls. My contract was up april 9th I closed my account with t-mobile April 15th for 6 days service they are charging me for the whole month. I am telling everyone on my email list and everyone I know to not have anything to do with t-mobile and to foreward it to all on their lists.Any chance I get I will tell what tmobile failed to do. They want your money only they offer no type of reliable service on the phone or at their customer service. I am sorry I ever signed with them and if you are thinking about it, don't they are full of empty promises.

Gordon 5/18/13 4:36PM
Worst ever costomer service ever
the area im in is An 2g area for t mobile I they told me to return the phone for a full refund. I return the phone never got my refund everytime i call the had no records of my probelm, I was lied to several times that everthing was taking care of an evertime i called i had to go over the samething again my credit is now affected and i want to know can i sue t moblie

Bzmane 5/17/13 1:41PM
I am writing to make a complaint about the unavailablity of T-Mobile stores in my area and also the poor coverage. This company did not stand by their commitment. We had T-Mobile phones for over five years. We were told two separate times if we opted out early we wouldn't be charged anything because the company left our service area. We finally decided to switch companies mainly because of the numerous dropped calls only to find out we are being charged $479.00 for leaving.

I talked with customer service and wrote a letter to no avail. I would not recommend T-Mobile to anyone as they did not keep their commitment to a very good customer.

We are with Verizon and much happier.

Anonymous 5/12/13 3:55PM
T Mobile is the worst in the world. I made a payment by phone and they said my card did not go thru so made another one by check. Lo and behold the card payment went thru so I stopped the check. Made another one time payment on the account by card and lo and behold they took out double of the agreed amount. They are theives, and not a very reputable business. There service sucks but not as much as their billing practices and customer service. I would NOT RECOMMEND THEM TO ANY ONE UNLESS YOU WANT TO BE RIPPED OFF BY THEM TIME AND TIME AGAIN.

UNHAPPY 5/12/13 12:29PM
T-Mobile you are nuts not to subsidize smart phones you will go broke belly-up Nobody will pay 600+ for phone with no contract. that is the only chip you have to play is discount phones who ever came up with that idea should be fired or reduced to phone salesman with out discounts for phones you might as well close up shop total stroke of ignorance period

Anonymous 5/12/13 9:25AM
on the month of march T-mobile sent me a bill of £845.51 claiming that i went over my limit by 1900+ minutes , i tried to resolve this issue and to figure out how to pay off this ammmount but for me to set up a pay plan , Tmobile would have to extend my contract for another 6months of which i do not want , they claimed i call lyca number when i argued with their customer service that the number they claimed is lyca that this number is nnot lyca then they changed saying that, i went over my limit call lyca or not, also when i check my online optimised bill , they had charged me up untill the 31st of march but they stop my service on the 26th , when i asked T-mobile about this and i requested for optimised paper bill when i recieved this bill there was no longer the charges from the 26th, the truth is i am not sure any more if T-mobile is being dudgy as 3 other people said they recieved about that same type of bill on that same month.

KB 5/11/13 7:17PM
Worst signal ever. Never get T-Mobile unless you love dropped calls. I'm done with there contract and will never carry there phone if it was free with a free contract, the frustration of not having signal and dropping a call in the middle of Houston. While standing still, outside, on a clear day. Happened to much. If you do get a plan you won't need many minutes you'll never be able to use them.

Nathan Arriens 5/11/13 10:52AM
I made the mistake of leaving verizonwireless for tmobile. tmobile disconnected my verizon account before I received the new phone, and then charged me for a loaner. The customer service on the phone was ok but the Fulton street Brooklyn, NY store manager has no customer service skills, he acted like he was doing me a favor. That store is under staffed, and has more than five workers and the manager hanging out in the back rooms while there is only one person on the floor. And that's with more than 10 customers on line. That sore is the pitts, they don't even open on time. Don't bother going early because it takes a while for them to boot up their computers, for the staff the change into their work uniforms, and to finish their breakfast, then count the cash in the drawers. I can't wait to get back to verizon. is is worth every penny.

cscott44 5/10/13 11:39AM
I, too, am getting a horrible run around with the T-Mobile service department. I chose to keep the lost phone I recovered. I returned the replacement phone, but my service has been blocked for almost a week. When I'm asked how to unblock it, T-Mobile tells me Asurion has to unblock the phone. Asurion tells me T-Mobile has to unblock the phone. Conveniently, there is no supervisor's name on my original request. And, despite repeated requests, I am not given the name and phone number for someone who can really make a decision and get me an answer. I am moving on just as fast as I can from this company!

CeeJay 5/9/13 5:39PM
This company is the master of the run around. There are a million different departments, none of which are designed to help. This week alone I've spent over 4 HOURS being transferred from one person to another who all say they have no access to my t-mobile account (because that makes sense) and they can't help. All of a sudden when I get angry and demand to speak to a manager, my account information magically appears and they tell me what's going on. I'm looking to switch to another company immedidiately.

Anonymous 5/9/13 7:10AM
Just spent 30 minutes trying to report a stolen phone. Awful, awful telephone system - almost impossible to speak to a human and when I did she sounded like she was based in Shanghai & spoke poor English.

Anonymous 5/9/13 5:51AM
Couple of days ago I ordered a HTC One on the phone, I paid and signed the agreement, after two days I received an email which was saying: "Your order has been canceled!". I called them and asked them Why my order is canceled?, they didn't gave me any working reason, they took my order again, we went through all the progress and they didn't gave me at least free overnight shipping option!

Nav 5/8/13 6:57PM
I get a call from collections letting me know that I have a fee of $92.62 from an account that has been closed for 2 years. I told them that I still have their service and there shouldn't be a balance. They gave me the info from the account from 2010 and told me that they collected from Tmobile. I told them that I'm not going to pay for it and that I will call tmobile customer service. So I called customer service and spoke with a rep named Tia, I asked her why collections is calling me and why there was a balance from my old account. I told her that I closed that account at the store and paid for whatever I had to pay for in order to get the account closed, and start a new family plan account. I paid a larger amount than the regular bill at the time of closing the account and was told that it would be my last payment and will not be billed for that account any longer. And then after 2 years, I get a call from collections? HOW, WHY? She said she sees the last payment I made for $164, and said that since it's in collections, they cannot reverse the bill, but if I pay through collections, they will reimburse me and refund the amount back to me. I didn't pay right away, and waited for about 2 weeks. Before calling and paying the collection agency, I call Tmobile again just to confirm and make sure that they will refund me once I make the payment through the collection agency. I spoke with 2 representative that day just to make sure, at first, I spoke with a gentleman, but didn't get his name, but he told me we will make the refund arrangements after I make the payment and for me to call back once I've done so. I was adamant about him, and didn't feel he was giving me the right information. So I called back and spoke with a lady name Gina, whom I understood a little better. She said that she sees the notes, and that they will refund me back once I've made the payment either back to my checking account, or issue a tmobile card, which can be used as a debit card. I said ok, and that I will call the collections right after speaking with her. So I made the payment with the collections, and call back Tmobile, and was told that it would take about 24-48 hours for the payment to show in their system. I called back after 2 days, and spoke with a gentleman name Jeff, and gave him a summary of my call and asked him if he sees any notes from the previous calls. He said he does, and that he was confused, and doesn't know how they can credit me back if it shows that I owed them. I started to get frustrated and told him the whole story over again. He still insists that he doesn't understand, and that they cannot give me credit back if it showed I owed them. I asked to speak to a manager...after a few minutes, I spoke with the supervisor name Melissa, and I tell her the story again...then she tells me that they cannot refund me back, and that they were sorry for giving me the wrong information. They said they do not give credits back and that the representative who told me that I could be reimbursed was wrong. Then she transfers me to Tmobile financial who also said they cannot do anything for me and doesn't know why I was transferred there in the first place. ---Long story short--- I will never do business with this horrible company, who can't get their information straight! Once we finish our contract with them, we are getting out! They are liars, cons, and most of all, very unproffesional, who obviously hires people and not giving them the proper training that they need! Before you put a rep on the job, make sure they know what they are doing, and giving customers the right information. As for the supervisor who bounced me around like a hot potato, because she didn't know how to handle the phone call, transferring a call to someone whom she clearly knows that cannot do anything for me, also need to be re-trained and learn how to take responsibility and matters in her own hands as a real supervisor should. I have been with Tmobile for about 10 years, and never had a problem with them up until now. They clearly don't know how to treat loyal customers the right way, and are definitely not loyal back. Very very dissapointed!

Anonymous 5/6/13 11:18PM
The worst customer service I've ever had and continue having. My mom got a phone in Puerto Rico and after paying the service for 2 year contract can not get them to terminate contract and they keep billing.

I've contacted them many times and they are not willing to work with us to terminate service.

Mario 5/5/13 6:56AM
Worst Customer Service I have ever been exposed to. My checking was debited for a payment on 4/26. Initially reported problem on 4/29 and after 3 transfers was told I couldn't be helped and would have to go into T-Mobile office for assistance went into office and was told they only handled sales and couldn't see transactions unless done in that office. Had to call "customer service" again on wednesday 4/30 and once again was transferred 3 times. 2nd representative said no problem but I had to get transferred to payment supervisor for credit. Payment supervisor states he doesn't see where payment was debited on 4/26 and said I had to fax bank statement to customer service. Went to T-Mobile office again and had them fax entire statement to Customer Service. Representative faxed statement to customer service on 4/25 and was told resolution should take place in several hours. No credit to phone showing Friday night so re-contacted customer service. This time 3 transfers and this time supervisor informs me that they received the fax but wanted more information! Office personnel had edited fax to show transactions and supervisor said that was insufficient. Zero effort made by customer service for resolution instead make more demands for additional information. Unbelievable!!!

Anonymous 5/3/13 9:08PM
Dropped calls, no signal, horrible customer service. Before buying 4 T-Mobile My Touch phones we were assured primary use area had "excellent coverage." After many contacts, (one of the new phones was defective)(and now beyond the contract cancellation period.) We were told the "coverage area" meant when you are standing OUTSIDE and NOT under a roof. Even with an "in home booster" reception is poor. Who buys a mobile phone that can NOT receive calls unless they are "standing outside" and NOT under a roof? (You would have to be clairvoyant to know when an incoming call was coming so you could be outside. Now have six months left on the 2 year contract and are counting down until we go back to our previous carrier.

Anonymous 5/2/13 2:47PM
Worst customer service ever! This company has put me through hell for 7 months of erroneous billing, raising rates after two months on a plan and charging extra fees. Their financial specialists are a joke. They refuse to send a copy of my contract and will not respond to requests to fix billing errors. Their service is horrible too. I never have 4g and cannot make calls from my home!

IHATETMOBILE 5/2/13 12:12AM
I was a T-mobile business customer for over 10 years. Everytime I call customer service I get someone in the Phillipines that I cannot understand and that cannot understand me. For the past 3 years our Go T-mobile routers quit working and when I tried to get them replaced T-mobile once again sent me to the Phillippines to discuss my problem. I was informed that program was discontinued because the Routers were causing problems and that they had nothing to replace them. We only had 1 working line out of 4 lines due to this problem which finally I got fed up and canceled and went with a provider that actually gives me service and all 4 lines work now. My final bill should have been for 4 days; however, I was billed for an entire month because I ported the line numbers over. I explained to them that this is stealing from the customers when they didn't even provide service for a full month. They once again did nothing to help me and forced me to pay the full month. This is the last time T-Mobile will steal from me. I hope you don't get stung as bad as I did that is why I am warning you of how they operate. Besides any American company that sources out to other countries for customer service for their American customers is stealing from their Country. This should have been the first clue.

Unhappy Ex-T-Mobile Customer 5/1/13 10:12AM
Long story short...I dialed 611 to speak to a rep and a supervisor because they can't afford to have a manager on staff. Told them that I have been given broken promises from T-Mobile; aside from all that, I have upgraded my phone to the S4 online and was told that it would be delivered 5-7 bus days for the standard shipping. I purchased the phone online on the 29th, called to confirm on the 30th at 1:00PM about the purchase and the shipping and they told me that they are still waiting for my approval. Basically, your shipping doesn't start until you approve (what approval...it was already approved and done online; but whatever) One excuses after another, finally the supervisor told me that T-Mobile will not have the S4 in-stock until 5/1/21013. So now, not only am I waiting 5-7 business days; but an additional 3 days from the time of purchased. So I said, "Fine, I will call back again tomorrow since you can't say or help me because you guys don't have the phone yet. Please clearly notate my account that I have spoken with you in regards to the purchase and shipping agreement." Here is when it gets good. My co-worker asked me if I ordered the phone because we are both getting the same phone. I told him that T-Mobile said that they won't have in stock to ship out until tomorrow (5/1/13). He said "No, I am getting mine Friday" and he showed me his delivery confirmation from T-Mobile and UPS. So now, I am heated. Not only have I been treated poorly; I am now being lied to. I decided to call and have someone look into this situation. All that T-Mobile said is "I am sorry." Really, I don't need to hear you are sorry, just take care of it and get it fixed/done. That's all that I am asking. Now, the supervisor said that my shipping label is already in processed or printed, there is nothing that she can do. (How about expediting my shipping or crediting my account for the frustration and the inconveniency and the lies that I have been getting). You asked if there's a corporate office or a headquarter that I can address my frustration and the service that I was getting, T-Mobile said that you can email the customer service line. No offense, if it is with the customer service that I am having, what makes you think I will email Customer Service. I want someone who has authority and REALLY appreciate and takes care of their customers. Not someone who is there to say I Am Sorry and write notes on my account.

LN 4/30/13 6:09PM
Dear T-Mobile

I really do not want to use T-Mobile. My husband used T-Mobile for over 10 years. I do not want to use T-Mobile because I always have bad experience with it. Two month ago, I lost my phone. I paid insurance for the phone. I did not buy insurance for the phone. But I did not know how the T-Mobile could automatically charge from bill for insurance.

My husband called the t-mob March 2013 for changing the plan- $130.00 for family plan. Customers told my husband needed to buy $160.00 plan for family. Even thought my husband told them the plan$130.00 online we wanted this plan which cost $130/monthly, but customers said the information was not true. It was not update. They just wanted us to use higher price plan. We only have 2 phones. We now are forced to use $160/monthly because customerÂ¡Â¯s services give us wrong information.

In March 2013, we went to a store for upgrade my phone. My husband said: we needed to make a phone call before we went to store because T-mobiles stores customersÂ¡Â¯ service would lay you. I never forget that my husband talked to three customerÂ¡Â¯s service almost 2 hours. We had already decided use $130 plan. After we had this plan one week, when my husband asked other information they sold plan $160 to my husband because they give my husband wrong information. If I have his name, I will find him to change our plan back to $130:00 because nobody at T-Mobile wants to do this business no make money. T-Mobile, They only make money that are their job. We always are forced to buy some service we do not need because customers give wrong information, even though we already see the plan online. Customers would say they do not see the information or the information online is not true. They informationÂ¡Â¯s do not update yet. They always want us to use higher price plan, we do not need to.

Now we have to pay the penalty $300.00 because we have to cancel the contract which the plan not ours, it was costumerÂ¡Â¯s services plan. I planned to use $130 family plan in March 2013. When my husband made a phone call again, someone sold him $160 .00/monthly family plan because he give my husband wrong Information.

We upgrade the plan due to me lost my phone. Insurance company asked for $150 to buy a new phone from their company. I can buy a new from outside store. I did not want to buy insurance from T-Mobile, but I was forced the service (insurance).

I cannot believe that as big organizations T-Mobile have so worst customer service. I am shocked how the huge company having so bad service.

susan 4/30/13 1:20PM
I'm along time very loyal customer, now that I've asked for some help. By having the fees waived so I can switch my lines to the "New no contact service" I'm told they can't help me. I spend over $230.00 a month on my current plan. They are only out for themselves. I heard Mr. John Legere is about the customers, but when I send him an email, I was told he's to busy to contact me himself, so he had someone from his team call. All they could do was tell me there's nothing they can do for me.

Anonymous 4/29/13 6:59PM

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Viewing positive T-Mobile customer service ratings
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I've had the single most stark contrast in customer service in the last few days.
But I'm talking for the latest, and best, here.

I had the great fortune to talk with a gentleman named Michael about canceling my prepaid phone, transferring that number to the one I have now, which already has a number 3 days old.

I spoke to the in-store salesperson, and 2 different representatives before Michael.

I know for a fact, due to butchered attempts by ignorant representatives, that its a series of separate processes to complete the process, not one single movement.

Yet this man made it look like it wasn't anything.

He asked me few questions, was extremely polite, and got the job done in UNDER 5 MINUTES. From the time I called them to hanging up.

Every company has its bad and good representatives. That is absolutely true.
But for the bad ones, the last 2 (A lady named Anne I believe who was very helpful too) made it up to me.

Don't judge a company entirely for its customer support. As a couple of people have said, most of the issues are customer's own stoopid fault.

Zafy 5/3/13 1:48PM
T-mobile gets a bad wrap a lot, which is well deserved, but many people are trashing T-mobile for their own errors or stupidity. Like the guy who claimed T-mobile stole $95 bucks from him. EVERY prepaid cell provider is very upfront about NOT refunding prepaid minutes. Your should have taken this into consideration when you dumped T-mo prepay just after putting a hundred bucks on your phone. So in this case it was not T-mobile's fault but an impulsive customer deciding to jump ship. T-mo used phones are very easy to find on eBay and even Goodwill stores, so for a few bucks he could have limped on T-mo service till his $100 ran out and then started service with another carrier.

oregron 4/5/13 10:55PM
T-Mobile has stepped up 100%. I got an operator that I did not like named Mary sound like an old Asian lady, I hung up with hopes of getting someone better. I got Brook who was great. Better attitude from the way she handled my call from start to finish. She totally looks over your acct and assure you are getting the best deal while being able to understand you from the start. My last couple of calls to T-Mobile this year has been out of sight, TERRIFIC. It's not T-Mobile it's just some of the people that represent them, but more good people are drowning out the bad reps..

SHE 4/5/13 2:27PM
My phone (Samsung Galaxy S2) recently died. I was travelling to Pittsburgh and it went dead the first night I was there. There was a T-Mobile store right next to my hotel and that's where I went in the morning. My contract was not up until December. I had no insurance and my warranty was no longer valid.

I was hoping they could find a fix for my phone, but they told me there was no way they could and that it was a common problem with this phone. Apparently 1 out of every 6 phones got messed up (black screen and constant vibrating) after the latest upgrade. Mine was part of that 1. The people there at the store tried to find a solution - buy a temp phone for 200.00 (that wouldn't effect my renewal upgrade and no contract) but the phone was subpar and I'm picky. They told me if I wanted to buy a SG3, that it would cost about 600.00. I was travelling and I needed a phone, so I was *this* close to just buying the Galaxy 3 before my contract was up.

One last ditch effort was suggested and that was to call customer care and explain my problem. And that I had an edge in my favor because of my phone's common problem. Well, after talking with customer care for about 20 minutes, they went over my record (customer since 2008 without a late payment) and they decided to give me my upgrade early early for only 100.00. (100.00 rebate). They saved my trip. Thank you!

Tee Mobel 3/30/13 2:07PM
A few days ago, I submitted my (negative) complaint about the EXTREMELY poor customer service I received from the Loyalty Dept over the prior weekend. I must say, I wish I could take it back. After gathering email addresses from the internet for internal customer complaints and sending a lengthy email as to the issues at hand and even sending that exact email, via certified mail to Customer Relations in New Mexico, only two days later I received a call from Customer Service who not only apologized repeatedly for the mishandling of my account and poor customer service, but they went above and beyond to satisfy me by awarding me a free GS2 phone and cut my phone costs in 1/2. The man who contacted me was of the highest caliber in Customer Service. It was refreshing to say the least. I am pleased with the response I got from T-Mobile and will be staying with them permanently for their intent on satisfying my 9+ year relationship with them.

GoBlue 3/7/13 2:23PM
please send a copy of Nov 15th 2011 phone call record statement for legal issues. My wife Cynthia Ross and I Tommy Ross have been unsuccessful in contacting t mobile customer relations regarding this statement by email due to message not getting through that party. We were told by customer service that this was the only way to obtain records beyond a 12 month period. Thank you so much, Tommy Ross

Anonymous 2/21/13 5:59AM
Eric at the Lanett Ala. store was very patient and helpful as we purchased a new phone from him. Thank you Eric for your good customer service!

Anonymous 2/18/13 2:30PM
I have been with T-mobile since 2005 and the service has bin normal till 2012.I recieved excellent service in the Killeen, Texas store from a sales rep named Jenn G she took the time to explain the phone and the functions of the phone to my wife and I. It was the first time we felt like were not just another customer but a person important enough to take time for to insure satisfaction for the product was there.I can only say excellent rep for t-moble.
Thank you
SSG John Camden

John 1/28/13 12:37PM
I had three lines with tmobile.one line the two years are up on feb 23, 2013.when I call to cancel the line for the month ofmarch so they dont charge me they told me that I cant cancel into jun cause I put more minutes on that line on june but I can upgrade on february.that doesnt make no sense.they trying to tell me in another word that my contract started on june but I can upgrade in february.they always do rhins with out consulting with rhe customers.if you change your phone in the street they assum that you got it at tmobile and they change your upgrade date with out investigating.

ito 1/27/13 6:25PM
I have had a few call in's to T-mobile some of them have been bad due to communication problems (outsourced and incompetent CSR's), but some have been good like the one I had today. I had some issues with my billing account as well as my due date, but Larry, the American, English speaking, CSR that responded to my call today was knowledgeable and very efficient with solving my problems. I am happy to know that there are still some good home grown and educated CSR's that work for these larger company's.

djh35773 1/20/13 9:14PM
I have been a T-Mobile customer for about 5 years now. This relationship has had it's ups and downs, but now it is time to call it quits. Their actual phone service stinks, even though I would call the customer service acceptable. The wait times haven't been horrible for me, the language barrier is pretty bad at times, but they pretty much always have had a resolution to get the phone working again when the internet or messaging or voicemail or whatever stops working intermittently. But I have had bad experiences with a newly purchased T Mobile brand phone in the past that put a really bad taste in my mouth. It was a new phone that stopped working, and their warranty/return process it just terrible.

Rodney 12/18/12 1:30PM
Other than the Fact that i had to come to this site to find the number, customer support handled my issue promptly.

a 3rd party had charged 14.99 to my pre paid account without my authorization. he also told me how to stop it from happening again.
was very pleasant and helpful.

Jeff 11/4/12 7:38PM
We have been a long time customer. My wife went to a t-mobile store to buy a better phone but was refused becaused of their policy that no one can conduct any business except the person whose name is on the account. Where is common sense? My wife had the bill in her hand,she had her phone with her and ID. It would have easy to determine that she was not there to run a scam.Apparently the personnel in the stores are not allowed to use their brains. A few months ago I signed up for their telephone system. I gave them over $100,00 for their phones. It was poor but when I cancelled, They would not give my money back. It took me 4 months to receive a refund.

none 10/23/12 10:20AM
I have had T-Mobile for about three years. A year ago I switched to the pay as you go plan. I purchase 1000 minutes for $100.00. I still have plenty of minutes left on my phone. Obviously I do not yous the cell phone very much, but I always have it when I need to make a call. This is great for vacations or just going to the store. I like T-Mobile. Great service.

Anonymous 10/12/12 4:48PM
On 8/31/12, we have walked in the T-mobile Walnut store of Grand & Valley (8764) for connection problem between the phone and blue tooth. Rachel was there, she�s tried to connect few minutes, and then just said we cannot solve your problem because no one is here who knows how to do it. You have to come back tomorrow between 1-2pm to check if another guy is here or not. We told her that one tall guy made connection when we bought the blue tooth here; she said that he was the manager, and he is not here.
We asked her if we needed to go to different service center and she said no and repeated that we should just come back tomorrow between 1-2 pm again.
She kicked us out.
The second day which is 9/1/12, we�ve walked in again, Rachel was still there doing nothing. As soon as she saw us, she said immediately the manager is not here, and nobody can do for you besides him! I was going to fight with her, but my boyfriend started to talk to another guy named Richard and he asked what the problem was. My boyfriend proceeded to tell him that we had a problem with connecting to the Bluetooth option. Even though he was helping another client that was on the phone talk to T-mobile, Richard said to let him take a quick look and to see if I could figure it out. Within a couple of minutes he was able to get our situation taken care of!!!
What is the huge different between those two!
For Rachel, first of all, we know that we did not make any purchases this time, but we have been a customer with T-mobile for at least 10 years, and we bought a lot accessory including this expensive blue tooth! Second, why Rachel asked us to come back again instead of asking someone else�s help due to her lack of the knowledge and basic skill! Last, if she thought no one can solve the problem, why did she asked us come back again, and tried to kicked us out again!!! What terrible customer service on her part!!!
For Richard, he works only part time, but very professional and knowledgeable. The most important fact is that he represented not only himself but the T-mobile store! If there is only the manager who knows how to connect, then he should be a manager!

Jas369 9/2/12 10:18PM
I have had three separate phones have problem in the last six months and each time T-Mobile was very helpful. They sent me new phones the next day. I could not be happier.

Anonymous 8/24/12 7:40AM
My name is Chris and I would like to express my appreciation for the extreme courtesy and professionalism shown to me and my family.
Moe,at T-Mobile store number 2065 assisted me with an issue that took place due to a corporate error with respect to a rebate; the store itself performed flawlessly. Thank you infinitely Moe

Sincerely,
Chris and Family, 12 year T-Mobile loyal customers

Riverrokk 8/8/12 3:55PM
Today, I got lucky to get hold of KIM, rep#1320831. She was very pleasant and decisive and did an excellent job of resolving my issue. The night before, I spoke to Eric, who was fine, turned me over to his supervisor, who unfortunately was no help at all.

al 8/8/12 7:08AM
Hey Tmobile why didn't you follow thru with my problem .service # 464 4333. i went to a tmobile store yesterday to have them change or test sim card' the very helpfull emp checked my coverage areas and said ' "no need to change or test card you will not get service at your home or camp' NO COVERAGE IN THOSE AREAS" NOT EVEN IF YOU CHANGE PHONES. HE appologized to me for the -hit i went thru. ALL customers want is honesty w service .People dont have time to be missled.

tears 8/7/12 4:56AM
Good Morning, I had such a positive experience with T-Mobile Customer Service yesterday. A young man by the name of Frank assisted me. I have a hearing problem so it was no small deal to work with me. He was so positive and courteous as he walked me through the steps that I thought he should be applauded. Good job, Frank.

Contacted by phone 7/25/12 5:35AM
PS. really little outsource people of India use your real name. i know your name is not Ice, Mary, Heidi or Mark. i finally talked to someone with a brain, and guess what he was from the US. he fixed my problem within a minute. just as they 4 from India can't do what 1 person from the US can. thank you Matt from the US you should get a raise you can actually do your job.

todd 7/16/12 9:19PM
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

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i have worked for several call centers and tmobile has the most complaining, wanting something for nothing,rude, disrespectful customers i have ever encountered. Listen customers who may be reading this! Be Nice! and a csr may go above and beyond for you. I know i will. But all day i am on the phone dealing with someone who is irate and it is usually the customers lack of reading contract, overages that the customer incurred on their own accord, but yelling at us, cussing at us. "let me speak to a Supervisor" Realize that the person on the other end of the phone is actually an advocate for you. I work with 400 agents and every one of them would go above and beyond for a customer but it makes it hard when a person calls you pissed yelling cussing, and its your first time looking at the acct. realize that yes at the end of the call we move on. my bill is correct, my services are great. my device works properly.So be nice, remember you called me and its just the right thing to do-treat ppl as you would have them treat you.
tiredoftmocustomers 5/20/13 10:34AM
I am shutting off my t mobile service today. I have had t mobile for 7 years. I got it when I first started working there. T Mobile use to be a great company.... it has gone to hell. I left the company a long time ago... right when they started splitting districts and firing all the management... they didn't used to charge for upgrading. They charge for everything now. The phone I have right now has been replaced 4 times. The problem was APN settings.. not the phone... it took me months to figure it out. The phone I have now is a piece of crap.. turns off at random. I am following pace with all my friends and going over to a monthly prepaid... my phone bill will be more than cut in half.. it's just not worth it anymore.
dark carnival 10/19/12 3:18AM
Iam also a former tmobile employee. I was fired recently for the reasons: I did not meet my goals that I had supposedly committed to after I was given their "Decision" time ultimatum. I came to this company about 12 months ago and I was never able to meet their overall "Metrics" requirements. I was there long enough to experience first hand the intimidation and harassment that front line employees are constantly subjected to. This is only the 2nd job I have ever been fired from in over 40 years that I have been actively employed. None the less, my termination actually brought an immediate sense of relief and freedom. The culture in the call center is so "toxic" that I had fellow employees as well as myself just hoping and praying for tmobile to terminate us so we can be able to get unemployment and just move on. This company has such warped mentality on how to implement "customer service." I made comments on one of my coachings with my coach and manager as to how our style of customer service was impacting our customers and causing tmobile to lose such a large number of customers and after that, they ramped up the pressure and shortly after that called me in to another "coaching" and gave me their feared "Decision" time. On "Decision" time, the enmployee is sent home for the rest of that day shift and advised to return with an action plan called (SMART). Of which each letter stands for something (Idealistic). This plan is just a pretext or further step in their termination process. When I first stated working at tmobile, I was actually proud and actively promoting the company to my friends and relatives. But several months later, after seeing and living the "bad customer experience", I actually started warning everyone that asked me about the tmobile phone service (this was off the phone) to stay away and choose another phone carrier, any other phone carrier. This company (tmobile) is so infected with fraud and deception upon the customers, that if it lasts 2 more years, that will be incredible. The customer "attrition" rate alone is decimating to the company. I personally took an average of approximately 40 calls per 8 hour shift and since I was in the Retention Department, most of those calls were customers requesting to cancell their services. The other calls were what we called "contract dispute" issues. Or, they ended as contract disputes. The customer would call in and request to know their contract end date and or request a disconnect and after informing them they were still under contract for "X" number of months, they would go "Postal" because they were unaware their contracts had been extended without their knowledge and or authorization. And to add further pain to injury, they were advised to write a letter to the "Contract Review" department (Customer Relations) disputing their contracts. This "contract review" process seems to be designed to further frustrate the customer because they would call back in a month complaining that they hadn't heard back from Customer Relations and if they had, it was not a favorable response to their dispute. Aside from that, tmobile's biggest fallacy is their "Metrics" which employees have to meet or get terminated. The customer care reps are constantly transferring them (usually cold transfers) to other departments in their efforts to meet one of the main metrics CRT (call handle time). Their theory is that if this individual metric of 535 seconds per call is met, all the other metrics will just naturally line up and fall into place. So, all it takes to screw up your day as a customer care rep, is 2 or 3 20+ minute calls and that leaves you (the rep) scrambling and looking for shortcuts like dropped calls and "hurried up transfers" to end up the shift at a somewhat respectable under "600" seconds of CRT. Their other most prominent and "sense of urgency" metric is CPH (contracts per hour), which is currently at a 1.1 contracts per hour minimum. This is the most difficult to meet because in my department which was "Retention", it is difficult and most times insulting to the customers calling in to be upsold when they are already upset with tmobile and they are seeking resolution to their billing and contract disputes. This one is probably the reason that caused them to call in in the first place. Like their contracts being renewed without their knowledge or consent because some representative over the phone or at the tmobile store renewed their contracts or added "clandestine" charges to their account. Also in their "frantic" effort to regain respectability in the "J D Powers" ratings, they are heavily emphasizing their VOC (Voice of the Customer) metric. This metric is one where the representative is either going to get a 1 (lowest) or a 6 (highest) based on the customer resolution. It is impossible to avoid ever getting a 1 or 2 rating which will land you in a heated coaching session because 95 percent of our customers are extremely irate by the time we would get that call. The leadership just naturally places the blame for the low score on the representive. Two low scores in the same week is what started my "demise" from the company. It was during the ensuing coaching that followed that I expressed my thoughts on how to better improve the overall customer experience. Which of course led to my termination or "Seperation" as they like to term it. My advice to all customers that are experiencing billing and contractual issues is to immediately contact their state Better Business Bureau and or their state Regulatory Commission and voice their complaints if tmobile starts with their usual "runaround" responses. Tmobile seems to think that they are "Too Big To Fail" and their recent cash infusion from the failed merger with AT&T has raised their level of arrogance and audacity.
Agent Oso 8/22/12 10:25AM
I just recently left T-Mobile's call center where I was employed. They preach how important their customers are to them and how we are supposed to resolve the issues the customers are having.
Then, they only allow the Rep.'s to spend no more than 6 minutes on the phone and then we are told to get off the phone.
How the hell can a company say they care and then put a time limit on the phone call. Especially when their systems suck and information is almost impossible to find to answer the questions.
They also make their Cust. Svc. Rep.'s make a sales offer on every call. So, if you really think about it, they are having their Rep.'s hurry through the service portion of the call and hurry up and add more stuff on the customers account.
Then, they hire a bunch of 18-20 year old kids that know nothing about business or servicing a customer well to get the job done.
I have moral standards that I live by and will not go to work at a place, no matter how nice the work environment is, that does not give a crap about the customers.
Mickey 8/21/12 3:32PM
I am a former employee for t mobile. let me tell you from first hand experince that the company suck.They do not care about there employees or for the customer. I was fired from the company because of fmla for my daughter who almost died from third and fourth degree burns on 85% of her body.Instead of saying I ran out of hours for fmla or letting me go on an leave of absent they let me go because they said i had too many employee phone acct. Which i did not use t mobile because I didn't receive good service at my home. If they treat employees this way why would anyone think that they would get good customer service from an company that does not care about human life.Not only did Verizon start my acct with them. They gave it to me free of charge for life a time. That's great customer service.Am from a small town in the south and t mobile was my family choice of service,not any more. They all dropped t mobile and gone to Verizon. Thank you so much about not caring about me or my daughter because would not have a great company that cares.
wy2cky2 8/16/12 10:41AM
I am recent hire at a T-Mobile call center as a Tier 1 General Care Representative. So far my experience has mirrored most of the negative employee comments posted here. I was hired on the pretense that sales would be a part of the job, however, at no point was it explained to me just how much the focus on sales was. I am currently at the end of week 5 of training and have relegated to the fact that I am most likely not going to have a job in 3 weeks time. I have brought my concerns to both my Senior Rep and my trainer/coach. I have also already been brought into their so called "Huddle Room" to sit with my trainer for over an hour to discuss the fact that I need to make "a decision." We currently are required to make a sales offer on EVERY SINGLE CALL. It doesn't matter what type of customer or what their situation; offer, offer, offer. 10GB, 10GB, 10GB. This is all everybody cares about. It's all about the bottom line and the customer comes last. Anyone that gets in the way of this gets let go. It seems is though the only decision I have to make is whether I choose to resign on my own volition or somehow get fired. The metrics and standards they require are unrealistic and most likely unattainable for someone like me who tries to act with integrity and ethics. 90% of my calls are customers complaining about their ever fluctuating bill being too high. Am I really expected to sell these poor people services they don't want, don't need, or simply cannot afford. According to T-Mobile I am. All day long you hear coaches around the center yelling out praise for all the sales being made. Not once do you hear this praise for a customer being treated with dignity and respect. It's really quite disgusting if you ask me. SPPH this and SPPH that. Keep your CRT down, make sure you don't take hits on your iOCR. It really seems to me this is actually a cake and eat it too situation. I once asked what was more important; customer service or sales. And of course I was told both. However, if you are an all-star salesperson you can still keep your job if your other numbers are down. Don't expect that to work the other way around, because it won't. After 5 weeks of this nonsense I can't wait until the time comes where they just let me go. I feel like a horrible person on a daily basis because it is not enough for me to simply assist my customer and send them on their merry way. Whatever happened to customer service? Oh yeah that's right, I work in the Customer SALES and THEN service department. Their practices are atrocious and offensive. I am expected to perform tasks that lack integrity and ethical practices. If you want your customers to know what you have to offer then pay your MARKETING AND ADVERTISING DEPARTMENT to do it for you. I don't make enough money to do everything. Sales, Service, Advertising, Abuse Taking. This is not worth what they are paying. And this is all happening while I am still training. I shudder to think of what will happen if I am ever unlucky enough to make it the so called Production Floor. I can only hope they find enough fault in my sales area to let me go sooner then later. They would be doing me a great favor. I can't wait to get out of there!
Nodnarb82 7/25/12 9:27PM
I am a ex-employee, there are many things going wrong with this company. When I first started it was about "rightfitting" the customer by asking probing questions. Meaning we fit the customers needs with what they wanted to use their phone for. No matter what, if it didn't make the company money, as long as the CUSTOMER was happy. However what was happening was that when reps were offering a free month of web or another service the company was basically counting imaginary money. Customers would add it and then remove it a month later, so T-Mobile provided service expecting customers to keep that but they were not so T-Mobile was throwing money put the window via services and by providing reps with HUGE unjustified bonuses. Company finally catches it and reps stop getting 1000+ bonuses this equals unhappy reps. THEN reps received a THREE day training about how to sell, sell, sell. I know reps who had been there for ten plus years who essentially had to erase everything they had known abpt the company and focus on sales, then customer service. It was extricating!!!! I was struggling with the 379 talk time required, that's seconds by the way. Then I had to relearn how to speak to customers and gently offer a crappy service that I wouldnt even think of using. There was a constant battle between reps and management, but it was all a mess, stats were not being calculated right and it was the reps fault in the end because they actually couldn't answer questions, and contradictions were a daily thing. And that is why reps sound like idiots on the phone!!!! I would ask for help to improve weekly and I was told that it was basically a waste of time, however the reps I listed to were AWEFUL!!!! I was transfered to another team and was threatened for four days. On the fourth day I was FIRED, I told the HR manager that I wanted it documented because I showed her the notes on the conversations the sup and I would have. Refused to put in my file. Employee are in a constant state to termoil, fear of being fired or repremanded for things sups would tell reps. The center I was at has the highest cases of FMLA due to anxiety or depression. And now T-Mobile is trying to deny claims regarding real mental health issues. T-Mobile does not care about the customers or the employees. T-Mobile lost track of their core values, they used to live by them reps were PROFESSIONAL and were caring and now you get so ghetto, rude, unwilling to help, or educate the customer about things. Once T-Mobile returns to those core values things will be the way they were.
tiffanychs 7/17/12 8:07AM
Mobile I am still an employee for many years at T-mobile, I work in the store level. I hear your woes and feel your discontent. T-Mobile for the most part has been very good to me and in turn i assist my customers to the best of my ability, with loyalty, and professionalism. T-mobile is still a good company wanting only to provide services and support to our many customers.

The past year admitted has been a rocky one. The New CEO trying to pawn us off like some redheaded step child (sry gingers)then a failed merger, 9 call centers closed (3200 employees adios), more jobs sent abroad, and around 1000 people, including upper management lost their jobs. using a business prospective i see the need to cauterize the bleeding loss of income, once we begin to produce income again I hope this money will be reinvested into newer better network, phones, training and support.
poor decisions have been made to both our deperment I feel Tmobile is competing with itself with prepaid and Walmart, which is silly.

Now knowing the behind the scene please take that into consideration when calling care or visiting the store, "you get more with honey than vinegar" And It�s really not easy to sell our new product line, the confusion of this value plan and financing of the phones, terms conditions phone set up, right fit, demo and now the required advance payment for the monthly bill and proration. arg.. our job is far from easy and we are not competitively paid.
Dr jekal Mr hide 5/31/12 7:01PM
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
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