T-Mobile Customer Service

User Reviews, Ratings and Comments

T-Mobile customer service is ranked #426 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 34.39 out of a possible 200 based upon 2898 ratings. This score rates T-Mobile customer service and customer support as Disappointing.

NEGATIVE Comments

2,649 Negative Comments out of 2,898 Total Comments is 91.41%.

POSITIVE Comments

249 Positive Comments out of 2,898 Total Comments is 8.59%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • T-Mobile

    Customer Service Scoreboard

    • 34.39 Overall Rating
      (out of 200 possible)
    • 2,649 negative comments (91.41%)
    • 249 positive comments (8.59%)
    • 22 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.7 Issue Resolution
    • 2.8 Reachability
    • 1.9 Cancellation
    • 3.7 Friendliness
    • 2.8 Product Knowledge

Add your review!

Posted by WioDrica


I would give zero stars if I could. I had a business account with this company. While on phone with customers, the phone would drop calls. It became so frustrating that I ported my number to Verizon on 8/8/2023. By the way, I have not had any issues with Verizon. Any who, on September 23, I contacted T-Mobile because I received an unexpected phone bill. The representative stated that there were additional lines that were not ported. I was unaware of these lines because there wasn't a SIM card or a phone for the lines in question. I asked that the account be canceled on 9/23. The representative stated that they would have to complete an investigation and someone would call me. Unfortunately, that never happened. On October 24th., I called T-Mobile because I received another bill that had accumulated additional charges. This issue was still not resolved due to their incompetent associates. On November 23rd, I contacted T-Mobile again to address the accumulated charges because I was billed on a phone that was not used for the months of August, September, October, and November. The line was finally disconnected in November due to nonpayment. When I spoke to a representative to inquire about the charges and who was responsible. He stated that the system noted a "future cancellation" I had to record this for my documentation. I did not ask for a future cancellation. I asked that the lines be canceled as of 9/23.

Now, the bill has went to collections with inaccurate data. Not only has T-Mobile incompetency ruined my business credit it has also forced me to pay an inaccurate bill which has been paid in full. If you're considering T-Mobile as your phone carrier.... RUN!!!!!! pay a little more to have a peace of mind, exceptional customer service, and a technical/help support team.

I've been contacting T-Mobile since September it is NOW March and this issue has not been resolved. T-Mobile you can't go around robbing customers without a gun. I've been a loyal customer for many years however, I'd never ever recommend your services nor will T-Mobile ever be my phone carrier again!

Posted by Tr


Tmoblie is composed of nothing but jokes and lies .They try to tell you they gone help make the issue right when all they do is shift the lies ..The bills are outlandish .. Service is horrible .. They want even clear up a mistake they made ..

Posted by B.Weir


I have never been so humiliated in my life . The employees were dishonest and unconcerned about my situation...I will be looking for another provider..thanks TMOBILE EMPLOYEES

Posted by Edward


This is the worst service I've ever had in life after I canceled it you guys still came back to ne
xt month and still took money that stole money from my account and then refuse to give it back to me for 30 days I'm sorry that sounds like theft for you to gain interest off of my payment you guys are just f****** crooks under a legal guys of a phone company

Posted by River Erickson


T-Mobile is the worst company I've ever worked for and the worst company to ever do business with.

I worked at T-Mobile for over a year and they have yet again screwed me over completely. This is not an exaggeration. As somebody that used to love T-Mobile, working in store as a Mobile Sales Expert, I can say with absolute confidence that this company is selfish, two faced, and incompetent beyond belief. There is a pattern of repeated disrespect and negligence costing me alone hundreds of dollars in less than a year.

It started with an in store employee adding extra "free" lines onto my account without my knowledge or permission, as well as P360 insurance. I caught the problem less than 12 hours later, and called in to reverse everything this employee had done. You wouldn't think that this call would take longer than 30 minutes, right? Maybe an hour? Well, after spending more than 4 hours on and off the phone with a rep I was told they would reach out to me in a month to make sure my promotions remained intact and my account was the way it should be. One month later I was still being charged 50 dollars more than where my account used to sit. We scheduled yet another callback a month later, which I never received.

I called in again and I was met with hostility and disbelief. The representatives kept reaching a point where they would shirk responsibility and blame things like their "system" or "other representatives". Trust me, I've worked in customer service for years and I understand being one of these reps. They aren't totally to blame, because T-Mobiles system is the most decrepit piece of garbage a company has ever used. It is filled with broken programs and random walls, requiring employees to divert to managers, who have the same problem. No power, no control. And the customer ends up getting screwed. AGAIN, this is coming from somebody that used their systems for over a year.

Long story short, this was not the only time. I have been told multiple times by multiple representatives that my bill would be a certain way, or that my promotions wouldn't be lost, or that a system would work a certain way, only to have the exact opposite happen. And every time I call in the representatives have to do an extensive amount of digging to even begin to understand my problem, only for them to go down the exact same path the previous employee went. And that path leads to nowhere.

I have never been wronged like I have been at T-Mobile, and my ex once cheated on me with my best friend. The amount of money they have STOLEN without repercussion is unacceptable, and there is nothing to be done.

Posted by Unreconstructed


This video https://www.youtube.com/watch?v=BNFyD4h9LoA&t=406s tells of T-Mobile starting to fine customers for text messages "not approved". They are trying to control your content and have everyone follow one narrative. Fines of $2,000 in some cases, and $500 a day in others. It is none of their business what is in your text messages. NEVER approve a "TOS" message from T-Mobile. I don't text anyway, so it will not affect me, but most people do. Do not be trapped into their scheme. Communist tyranny.

Posted by Do not Switch to T-Mobile!


I would not recommend anyone switching to T-Mobile from another carrier. I thought it was the greatest company and service when we joined in July 2023, but I was sadly mistaken. They entice you on freebies such as AppleTV and Netflix, which are really a pittance in relation to doing a bait and switch with you on new phones. We were offered $1000 to trade our X iPhones in for new Iphones. At the time the highest level was an iPhone 14. I would have been happy with a Iphone 14. We were told by the representives in the store on 3 occasions to wait until the new iPhone 15s were in mid September. I inquired were they sure that they would honor our X iPhone tradeins. I was told absoluetley "Yes". We received our iPhone 15s and T-Mobile started to charge us $800 each for the iPhone 15's. We only received $400 per phone trade-in versus the $1000 we were promised. All of the representatives that were at the store that we worked with have been fired, a new manager from out of state has been brought in to "straighten" out the store (Greenville, SC). Corporate T-Mobile has told us that under no terms can we get out the contract we have for these iPhone 15s. It disgusts me! We even changed over to their internet. As soon as these phones are paid off, we are leaving this dishonest service.

Posted by Yurany


T-Mobile (bunch of thieves) I've been a costumer for over 4 years. A few days ago. I went to a store near my house to change my plan and add a new line. The extra line was for my son as a Christmas gift. I wanted to get the new iphone 15 pro max for him. I don't know much about i phones. I was given the iphone 15 plus. I left the store and went home with the phone. The next day my son saw the T-Mobile bag in which the phone was in and said to me. "That is not the iphone 15 pro max" I looked at him and said. What do you mean. After a long talk with him. I said. I will go back to the store and ask for an exchange. I went back to the store after a long day of work. The reps at the store told me that only the manager could do that. She was not in the store and asked me to come back the next day at 10am. I went back the next day at 10:30 am and to my surprise the manager was not there yet. I was told she would be late that day and I was told to return at 12pm. I was a little upset since it was almost 11am and the manager was not around. I went to take care of some stuff and came back at 1:30pm. Upon my arrival, one of the reps grabbed his phone and went into the back room. Another rep came to me and said, "the manager is not in yet. She was not feeling well" he told us. Before he said another word. The rep that went to the back came out and said "she is in a meeting. Please come back at 4pm. She will be at the store then. I was furious. I was getting really upset at this point. Left the store and came back later at 5:30 pm. She was in the back room when I arrived. She came out and helped me with my issue. The help came with a price. making up stories to charge me more to exchange the phone. I paid the extra fees and left the store; I called the customer service line. Javier M with ID# 4070951301 took my call. Sadly, was not helpful at all. I requested to talk to a manager. The manager refused to talk to me. Her name is Estefani P. She refused to give her id number.

Posted by GODFATHER


We went to T-Mobile store on
500 s el paso st
El paso TX 79901

Supposedly the new manager Ashley was helping use we were getting 2 promotions on 2 phones to add on my account we spent almost 4 hours in this store and almost at 800pm she said she couldn't get our phones financed because the system was down and to come back on Sunday she also said she had to do 2 different transactions the first one was for the activation fees for 2 phones with totaled $37.89 and it was on a total different account name Jesus Daniel Molinar and we came in on Sunday and she told us the system was still down thru out all T-Mobile s
I went to two different T-Mobiles and they stated there has been no problem with the systems at all for financing we went confront her on Sunday and she got really defensive about everything this T-Mobile is the worst the manager even told us that there was alot of fraud and all the old employees were fired and almost $200000 in fraud the other employee that was there he was working on our transaction and asked me and my wife for our phone nbs and we gave them to him and he states that our nbs were not on the account and he asked Ashley what was going on and she pulled the pad away from him and she said I'll take care of it which I think was very suspicious and also she was disrespecting my wife with foul language in front of other customers which I think is very wrong I need a call back from management asap

Posted by Bryon


Don't waste your time with T-Mobile. I had their Home Internet which was decent where I lived. For me my problems started after I canceled service. I keep getting a credit statement but no refund check.

Reaching someone in charge is impossible. Corp. HQ will just transfer you to overseas Customer Service, CS transfers you to HQ or hangs up on you

CS requests a PIN Code but you can't obtain it or create a new one because once you close your account, you can't access your account page anymore. The store just passes the buck back to CS

Posted by SPECIALIST


Absolutely terrible horrifying service and support warning don't waist your time or your money especially your money they will rob you blind and leave you out in the cold if you let them

Posted by Kd672


Switched carriers from Verizon to T-Mobile two months ago. Associates in the T-Mobile store were inefficient, ineffective, and one of them had only worked there a month, yet the regional manager left me alone with him in the store for over 40 minutes so she could drive to another location to retrieve the phone that I wanted. (Please see Google review for tmobile Damonte Ranch Parkway in Reno NV.) Anyway, they did not explain the trade-in process to me correctly, they were very deceptive. I was under the impression that I traded in my old phone, and they, in-turn, send it back to that carrier, and then I get a credit on my old carriers bill, for the return of that old phone. That is not how it works. After two months and speaking with multiple customer service associates with T-Mobile, it wasn't until I demanded a manager, that I was FINALLY told what happened. Brian the manager was unhelpful, rude, condescending, and didn't understand or empathize with me; he escalated the situation, rather than deescalate it. He told me he couldn't help me at all, and that because the regional manager who had originally helped me, was responsible for this problem, she is the only one who can fix it. When I asked how to find her, because she is a regional manager who travels, he got mad at me and began over-speaking and interrupting me, whilst raising his voice to unprofessional decibels. The last time I called about this I spoke with Claire, who told me that she put in an "escalation request" and to "stay by my phone all day because a manager is going to call you today"... That was three weeks ago, and I never received a call back. Today, before Brian, I spoke with Tammy, who just kept saying "I got your back" but then wanted to pawn me off on other departments, and didn't understand the problem that I was having. I ended up disconnecting that call as I did with manager Brian after he yelled at me. I spent my entire morning, dealing with this, to only be given a big "FU" buy the corporation itself. Brian was so incredibly inept, it was astonishing. He offered no solutions to my problem, and only seemed agitated that I was pursuing the issue. My old carrier is trying to send me to collections over this, and it has taken me two months to even figure out what is going on, so if anyone should have an attitude with anyone, it should be meet with him; not the other way around. I ended up going back to Verizon, even though they are less reliable in service for my area, then T-Mobile. If I wanted to be treated like dirt, I go back to my ex-husband. T-Mobile's abysmal. Customer service is the only reason I went back to Verizon. I would much rather deal with less reliability with my cell service, then to be treated as poorly as I have been, by T-Mobile.

Posted by Bonita


Worst customer service ever.They disconnect me after only 6 days when I was told 7 days so the guy over the phone reversed the charges. He said then when I got my new bill they were on there.I called they said I see he told you that but our system won't let him do that. They don't not stand behind what they tell you over the phone they just continued to blame it on the "SYSTEM" I doesn't matter what they tell you they have ZERO customer service and blame it on the "SYSTEM" Don't waste your time or money with companies like this.Also don't be fooled by the internet price. They have extra fees for everything that they don't tell you about from the start and they change them all the time. Extra $10 to pay in store or via phone. $7 late fee if you don't pay that day. They will disconnect you without giving you a date and make you pay $20 to reconnect.

Posted by 512-773-7816


I waste 30 min every time I pay my home internet bill! With T -Mobile. ?
I understand security on information, but really,,, I figured last years crap, charges spend 20min explaining I am not paying PHONE!

Posted by Bellasmom


I cannot get a refund from T-mobile. They keep sending me credit bills but NEVER credit my card back. I have called, gone to local store, nothing helps. Any ideas?

Posted by Skeeter


T-Mobile is the worst of the worst especially the I internet. They say it's 50 bucks a month no it's not. The bill doubled. Then when u call them to do a promise to pay. They will not help up. No wonder it's called trash mobile

Posted by RuthB


I've been a TMobile customer for over 20 years, since it was Aerial, back in 1997.

For more than 6 months, I've been paying late fees because my payment due date was originally the 13th of each month and I usually make my payment when I get paid on the 15th of each month. In August, I contacted TMobile Customer Service to request my payment due date to be changed to at least the 15th of each month. For my surprise, after I was informed that the change was made, the following bill (September) was still reflecting the 10th as the due date for the payments. I patiently contacted TMobile Customer Service once again and supposedly, the issue was resolved, but I still had to pay the late charges. When I received the notification for the October payment, once again, the due date reflected is the 10th. I contacted TMobile again and I was given a credit so ok. I was also explained that I could schedule a payment on October 15th or 16th, as a payment arrangement, and that the November payment was to be due as requested, on or after the 15th of each month. For my surprise, and once again, I just received the notification about my bill with a due date of 11/10th and this time the total amount due is $20 higher than the last amount paid.

I contacted customer service once again, this time yelling and screaming to whom identified himself as a Supervisor, Brandon, who stated that he was able to change the due date but I will still be responsible to pay the November bill on the 10th. He offered a $20 credit (A JOKE, AN INSULT) as damage control. Ridiculous.

I'm not asking for $20. I'm asking to get the due date fixed. I feel it is unfair that after over 20 years of paying on time, I need to keep paying late fees due to the incompetency of the TMobile's staff, where nobody seems to be able to make a simple change to an account. As a mortgage loan processor, I know the importance of paying on time; however, looks like TMobile is unwilling to help in order to keep collecting late fees.

Posted by Glenda Cook


I was with AT&T service for 23 years in California & decided to switch to T-Mobile after moving to Oklahoma. What a disaster it has been? For the past two weeks I have been given false promises, dealt with trickery in the sales, incomplete explanations and all around unscrupulous principles! I was lied to about not being able to get the phone I wanted given a temporary phone number that was useless & they couldn't move my data over to the new phone etc. To make a very long story short and wasted effort/time I ended up walking out today because they told me that I owed them more money. For the same phone that I walked in with, simply because they informed me that there was a 30 minutes pass rule after they terminated my phone to what I was suppose to upgrade to. So I phone I previously wanted. Because they said I had authorized it ( the time limit was never mentioned) & when 30 minutes had passed I decided it was to expensive to upgrade & was going to keep my phone of less than 2weeks. They never told me about the 30 minute time limit & I was there 2 1/2 hours waiting for them to figure it out. So they stalled on purpose. When I said forget it I will just keep this phone they said they would "CALL THE POLICE." Way out of line "my husband is a retired sheriff." I have never been treated so disrespectfully before. Feeling taken advantage of & fooled I paid a additional $ 117 to leave the store with the same phone. I also started this nightmare with the T-Mobile Shawnee store switched to the Seminole store with stories of better customer service. HA! on me:(

Posted by HorribleTMobileService


Absolute HORRIBLE service and support!
T-Mobile should go out of business within a few years. Absolutely the worst policies and support I have ever experienced.

Posted by Cj


I'm sick of talking with customer service that you can't understand & they have no idea what they're talking about. I think a boycott should be for all companies that use this form of customer service: I worked with them for over an hour and they kept trying to setup a prepaid phone when I already had an account. I

Posted by Anonymous


Peter at Factoria T-Mobile told me that I would lose my place in the queue if I didn't respond to his text in 10 minutes. When I did respond to the text, he studiously ignored me for about eight minutes while assisting another couple. When I finally interrupted to make sure I didn't lose my place in line, he told me briefly to wait for the text and went back to pretending I wasn't there.

I'm sure he was trained to acknowledge customers and say that someone will be with them shortly, but he didn't bother then or later to show me any courtesy.

Poor customer service!

Posted by Not happy at all


TMobile I've been with them for many years and have had my fair share of problems. They don't keep accurate cash payments at their locations so when you call them at night it gets patched over to the Phillipines. They have been double charging me I'm so sick of it literally and then they temporarily suspended you for their mistakes

Posted by Anonymous


Been on hold waiting to talk to a customer representative for over an hour! What a joke!

Posted by Nancy


Kept charging autopay after discontinued service. Customer service is terrible. Store employees are dopes. Dishonest.

Posted by Vishnyc


In November 2021, I traded-in 3 phones (family plan) for a total trade-in value of $2400 ($800 each) at T-mobile. T-mobile promised to return the $2400 in the form of a one time credit and further credits spread over 30 months. However, I have had to call in dozens of time spending close to 50 hours on the phone with them to get the credits. Each time, I'm promised a refund only to see a small partial credit. Each time, I argue with the company to honor the contract, I'm assured a refund of the payments due.

After I filed a on the phone complaint with the FCC, t-mobile now tells me they will honor the trade in credit but start the 30 month cycle 13 months after the original contract date. They are not willing to give in writing Tbey abrogated the contract.

Given this is affecting thousands of customers, it is possible T-mobile swindles customers of a couple of billion $ every year.

If we get more than 40 customers willing to go to court, we could file a class action lawsuit against T-mobile?

Add your review!

Posted by GLMR


Special thanks to "Tray" at store 3ASY Zanesville, Ohio. Great help, professional and listened to and fixed my problem. Thanks. G.M.

Posted by Serenity


I went to mobile at 3429 Fort Meade Rd, Laurel, MD 20724 the customer serive was amazing! A guy named Wesley greeted me right away! He was very professional, and very nice! There was also a young lady who was knowledgeable! Definitely will be returning to this store in the future!

Posted by Laura


I want to say how wonderful the service is at T Mobile at the New Milford location. Brian spent an over an hour working with us to get our phone transferred just right. He was patient, efficient and capable.

Posted by Fernando Alba


Great customer service. Fernando help me and was very friendly.from store. 2040 Glenoaks Blvd San Fernando ca.

Posted by Ryan oliver


I've had my phone now for five months. Every month they keep raising my rate when I was told it would not be raised. I had a very rude manager talk to me and did not want to help. I asked for a management team to call me. They have not gotten ba k to me. I've reached out several times with no reply. I'm very upset on how they treat me. Especially being a veteran.

Posted by Mary


Had trouble connecting my samsung watch wirh my phone wo I went to the T mobile in Conroe and got the best service ever from Jaylan. Friendly, easy to work with and very knowledgeable in connecting phone and took time to explain where I could understand. Every mobile phone dealer needs someone like this. Thanks for the help.

Posted by rjb


I had a recent issue with T-Mobile when I transferred my service from another carrier. They resolved my issue promptly & professionally. I appreciate very much their communication & follow up.

Posted by Anonymous


I am not good at giving reviews, but these two people, Andrew M and Isidro N had excellent and exceptional customer service that I just had to let everyone know how great they are. I went to the Tmobile store on S. Gaffey in San Pedro looking for a phone to replace the one I have. I first met Andrew who helped me to select the best phone for my need. He even helped dirent me on how to get a good deal on the phone. I came back couple of days later to activate the phone, Andrew was on his lunch break and Isidro decided to help me. Initially I id not want anyone but Andrew to help but because I had no time to wait so I allowed Isidro to help, and he was just as nice as Andrew. He was superb, efficient, and knowledgeable. Answered all my questions with skill and clarity. He was also very professional, polite & easily understood. I was
very impressed. Thank you for the excellent customer service.

Jacinta

Posted by Anonymous


I visited the T-Mobile store in the Mall at Bay Plaza in the Bronx, New York. Alysia was my customer service rep, and she was extremely helpful as I had to update my cell phone. She showed me the various options regarding phone cases, charges, and other accessories. She patiently helped me download the data from my old phone and answered all of my questions courteously and professionally. I am very happy with the service I received.

Posted by Anonymous


Recently, my husband and I were at the TMobile store in Landsdowne, MD. We were helped by a fantastic woman named Shawnette, who was patient, expert, and kind. It was a lovely experience, and we truly appreciated her help.

Posted by Michelle


Fay at the District in Tustin was fabulous! She placed a new screen protector on my phone in a few short minutes, with precision and accuracy. She was friendly and courteous. Fay's professional attitude truly impressed me!

Posted by Nare


I visited T-Mobile branch at 2 Garfield Ave 07305 in Jersey City and was served by Jose. He exceeded my expectations. He helped me to choose a plan suitable for me and took his time to explain the best package for me. I would recommend others to go there.

Posted by [email protected]


This was my experience last nite an issue with a lost wifi hub that appear after lost or temp.stolen call tmobile tech support a most pleasant voice by Michelle greeted me after 1/2 an hour or more activated that hub that was locked cause of been locked got it done and her boss Raymond also very professional listen to my experience and result of her very devoted employee achievement for getting done these people went 200 percent above anyone. A very humble and please customer 10 stars plus one more ,Thank you got my taxes done.

Posted by Anonymous


Outstanding service at my local T-mobile store (#143F,TJ,and Jake. I feel I can go back at anytime if I any further questions. Great job guys!!

Posted by Anonymous


Good Evening. I would like to give a compliment and shout out for employee Richard at the T Mobile store on Naughton Avenue in Staten Island. He was so polite and helpful. He was just wonderful. Helped me learn how to use my new I phone. Thank you so much Richard.

Posted by Pat


On Feb 1, 2023 I spent over an hour with Jermaine Dealer Code 8448957 discussing options available to us for Internet and possible phone options.He was very polite, informative and answered all my questions. We decided to start with home internet as we live in a rural area. TMobile signs say it has 99% coverage in our county with 5G. I wanted unlimited but Jermaine saiid we were not eligible for Unlimited yet but we could get 5G coverage using the TMobile Gateway Lite. According to his chart we had coverage and I agreed as we have line of site of two cell towers. He said the unit would arrive in two days and it did.

I hooked up the unit immediately but was disappointed in the speed. Download speed was between 5-10 and upload was lucky to reach 20. I called your suport and spoke with Ameah 2/3/23. It a suprize to get a real person right away. Ameah worked with me for about an hour and could not get my speed any better. I had 4-5 bars on the unit at all times. I was very much disappointed that the 5G coverage did not appear to be working in our area. This was a supprise to Ameah as her chart showed we should have the coverage. She apologized several times and tried various things on her side to get our speeds higher. She agreed I should have better speed so I decided to cancel my subscription and will be sending back the unit. Ameah was very professional, courteous, polite and tried hard to fine me a solution.

Even though I stopped my subscription to TMobile, I have strong hopes that you will eventually have coverage to reach our home. Your sales and support agents I have dealt with were very professional, patient and knowledgeable. I give both agents 5 stars (out of 5). I have filled out a request with TMobile to let me know when we can get unlimited service with 5G coverage so hopefully not too long in the future I will hear from your company. I also would be willing to be a test site if needed. We are in a rural area and very much need high speed internet. I was very impressed with TMobile. Just disappointed it did not work out for us until you reach our area.

Posted by Susan


The store 3827

I want to thank Dayo Akingba for his help in my uncle's situation with T mobile he was very professional and prompt . Actually he was the only one that helped with multiple attempts to correct the issues my uncle is having with T mobile. T mobile I hope will let him know that we were appreciative for his outstanding service and time. He definitely takes pride in his career with T mobile. Thank you again.

Posted by Rafael Bolio


Excellent service given by Jasmine on the Torrance an Hawthorne store on Tuesday Dec 13. If salespeople mirrored her service your income would easy go up by 100%. Congratulations to this lady!

Posted by Rebekah


Hello!
I am not actually a T-Mobile user or member
We are a very long ways from home in south Texas
My iPhone was acting up up badly and I couldn't figure out what to do
I had accidentally turned on zoom for the entire phone all of the Home Screen and everything was zoomed to the max and couldn't access ANYTHING to fix it.. was getting pretty stressed out and we we driving by a T-Mobile site so pulled over to see if they could help.
A super lovely young lady at the Conway branch named Elsa looked at and tapped 2 times w 3 finger tips and viola!!!! Spent literally 2 seconds to fix it and explained to me what I did and how to fix it if it happens again
Omg I literally almost threw myself at her to hug her.. restrained myself but dearly want her recognized for how wonderful she is! I tried to pay her for her time and help she refused but I promised her I would let her company know how awesome she is! So sweet knowledgeable and very happy to see my stress melt away! I had to acknowledge I was ready to throw the thing out the window and she saved me!! Saved my iPhone and made my WEEK! Thank you to the beautiful Elsa at the Conway Texas location
Merry Christmas to all and I hope Elsa has an extra fabulous Christmas holiday!

Posted by Zoila M


I just spoke with a T Mobile technical support technician Angelica Joyce, about a problem my mom and I were having with calls on our T Mobile cellphones, due to 2 T Mobile towers that were damaged from a blackout. Fortunately, Angelica Joyce who was the technician that helped us solved the problem. Not only was she able to help us solve the problem, but also having such a lovely, friendly personality, helped us have a wonderful time by phone. Thank you Angelica for all your help, and also thank you T Mobile for having such wonderful customer service and technicians!

Posted by Anonymous


We had some marvelous customer service from a couple of employees at stores in Eugene, Oregon recently. Nick at one of the stores was amazing and Brittany at the other store in town always also terrific help.

Posted by Mitchell


The customer service I received this morning here in Mobile Alabama on Schillingers Road was the best ever! This company needs more employees and manager like him. MR B is a great manager that answered my request thoroughly and didn't try to fource or sell me anything I didn't come in there for. He had me in and out with a smile on my face.

Posted by Sue


We had an amazing trip to our local T-Mobile store. Lilly, Sales Rep. # ....994, helped us when we changed to T-Mobile and yesterday she helped get our Samsung watches ready to wear and use. She is an amazing sales rep. Very patient and knowledgable.

Posted by Michaella


Michaella is amazing customer service agent. I wish every agents work like her. ?????? 5/5

Posted by Rebecca


The agents are extremely helpful very caring attitude and I will give them a 10 out of one out of 10 and 10 being the highest. the automated system you have to go through to get to an agent zero the worst. the fact that they're going to start charging you to talk to a real person no thank you I will find somebody else to use as a phone carrier

Submit your comment

Posted by Ihatetmobile5656


I got hired to work at T-mobile as a customer service representative. I did training for 2 months but during those two months they would put us out to the phones. The training was horrible. When I got to the phones I had some weird customers call me. All of them usually had a late bill up to like 300 dollars due, most of the customers wouldn't fess up to pay (then the team trainees behind you are making you become stern and demand payment! then on top of that they want you to ask them for more money) It was horrible. Some of the customers would lie just not to pay. Some were very rude, and wouldn't let me talk it was the worst thing I ever went through. And on top of it all you have to be patient and nice, and make metric goals. You got me TWISTED up T-Mobile. YOU SUCK BALLS. I HOPE THE COMPANY BURNS. No wonder they have massage chairs, and all these goodies while your on your break because your brains get splattered all over while your taking these calls. Plus sometimes you can't even understand the customers. Then they expect you to sell stuff to people who are suppose to pay it is horrible JUST HORRIBLE! I cannot believe they allow this organization to roll like this. The team leader that I had was a obese woman who wore whorish stilettoes to work and was just unprofessional. Tabitha Sherman is the most disgusting person .... ew In chattanooga TN. YOU DIE IF YOUR READING THIS.YOU FAT THING. and her lame crew. By the way if you are not in with the "team crew" they out u. So unprofessional and so unorganized, the system is a big money making machine, they want you to provide customers with outstanding advice and want you be stern and pull out every dollar you can. I do not wish you to work there, and don't because it will be hectic and not good. Best of luck !

Posted by tiredoftmocustomers


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.

Posted by dark carnival


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.

Posted by Agent Oso


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.

Posted by Mickey


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.

Posted by wy2cky2


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.

Posted by Nodnarb82


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!

Posted by tiffanychs


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.

Posted by Dr jekal Mr hide


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.

Posted by ECS


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.

Posted by areweclear


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.

Posted by buckle


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.

Posted by Tenured Agent


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.

Posted by Anonymous


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.

Posted by Alice V


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.

Posted by ttom11


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..

Posted by Anonymous


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.

Posted by bangorstate


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"

Posted by Anonymous


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".

Posted by bluevelvet


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

Posted by anonymous


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!

Posted by Anonymous


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!

Awards

We are proud to recognize the companies providing the best customer service each year within their industry.

Company Replies

Authorized representatives of T-Mobile can sign up to reply to any of the comments found on this page.

Sign Up | Sign In

Contact Information
General Customer Service
800-937-8997
Pre-Paid Accounts
877-778-2106
Technical Care
877-524-9524
TTY
877-296-1018

T-Mobile customer service phone number including steps to reach representatives, hours of operation, customer support links and more from ContactHelp.com.
Corporate Office

Locate the T-Mobile corporate office headquarters phone number, address and more at CorporateOfficeOwl.com.

Hours of Operation

Find T-Mobile hours of operation for locations near you!. You can also find T-Mobile location phone numbers, driving directions and maps.

Get Help Online

Get immediate support for your T-Mobile questions from HelpOwl.com.

Reviews & Ratings

View thousands of T-Mobile user reviews and customer ratings available at ReviewOwl.com.

Company News
Washington Fines Insurance Providers, Including T-Mobile, for Illegal Rebates
T-Mobile USA Inc., Bellevue; fined $20,000. T-Mobile, a cellphone carrier, is also a licensed insurance producer in Washington. The company offered to pay off phone loans and early termination fees for Verizon customers who switched to T-Mobile and ...
T-Mobile hack may have exposed data of 2 million customers
T-Mobile wouldn't confirm whether it used MD5. The company also suggested the hackers were "international," according to our sister site ZDNet. The company has recently been working to rebuild its approach to customer service, with a nationwide launch ...
T-Mobile USA: Bye bye bots
In de Verenigde Staten heeft T-Mobile een Team of Experts geintroduceerd, een 'nieuwe benadering van customer service' die klanten in verschillende regio's voorziet van hun eigen toegewijde team van klantenservicemedewerkers die snel en efficiënt ...