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T-Mobile

Customer Service Ratings and Comments

T-Mobile is ranked #85 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 51.62 out of a possible 200. This score rates T-Mobile customer service and customer support as Disappointing.

NEGATIVE Comments

159 Negative Comments out of 193 Total Comments is 82.38%.

POSITIVE Comments

34 Positive Comments out of 193 Total Comments is 17.62%.

Issue Resolution

Reachability

Cancellation

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Product Knowledge

Disappointing Overall Customer Service Rating
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  • Terrible!

    Had a problem with my bill, so was advised to cancel direct debit. Paid the correct outstanding balance by credit card and asked for a new direct debit to be set up. 2 months and 2 promises this hadn't happened so I have had to pay by credit card again (which they charge £3 for) and now there is a problem for a 3rd month.
    After speaking to a collections team leader, he could not resolve the issue or tell me why a direct debit was not set up so he hung up on me!

    Terrible!

    James 9/2/10 8:50AM

  • Very very poor customer service. Was given a bill for over £90 on when I was on a fixed £15 a month contract. It took over a week of calling daily and visiting a branch to get it sorted. I was advised that I needed to go to a branch, yet when I got to the branch I was told that they couldn't help and that I needed to call customer services even though "they don't know what they're on about" according to one member of staff at the branch.

    Anonymous 9/2/10 8:45AM

  • While on vacation someone took my phone from
    my car. You can not get T-Mobile service for
    new phones on the West coast. I called in that my phone was gone-it was a pre-paid acct. The person told me to call when I got back home and the refund would be sent to me.
    When I called I was informed that my $28.00 was not refundable from a pre-paid account.
    Is it my fault that I was unable to purchase
    through T-Mobile out there. So, I am spreading the word--watch out!! Pat

    Pat 8/31/10 8:51AM

  • you service is a bad service when i am trying to pay my bill. tmobile accepted a payment from a credit card which was nothing to do with me and since then has caused me nothing but problems. they have my details yet when i try to pay it will not allow me to do this and when i speak to someone they are telling me it's because of the payment made last year with anothe credit card, which they took the the responsibility for when i made a complaint and now they are treating me like a criminal. i am fed up with tmobile and i am going to tell all my friends and family not to use them.

    Anonymous 8/31/10 12:32AM

  • I just called T Mobile because my phone is not holding a charge. I have insurance so they will send me a new battery, however it will take five to seven days for me to receive it!

    If I want the battery any sooner I will have to pay them $19.00 dollars! I don't think so! The customer service rep. was a little condescending! I think that if you pay for insurance you should be able to walk into any TMobile and have it replace on the spot!

    Anonymous 8/30/10 8:42PM

  • Worst customer service in my life.
T-mobile is disaster.
They just don't care and don't value time of customers

    VIC 8/26/10 5:15PM

  • horrible customerservice, You can never talk to a superisor, and some customerservice reps use very unapropiate language. They give away customer munbers to anyone for a profit. it horrible

    george36 8/14/10 6:42PM

  • I have been with T-Mobile for over 10 years and I have always received great customer service until the last month or so.

    I went over my minutes when moving (168.00 worth) and because I'm on a very old plan I was charged 40 cents a minute.

    I called to let them know that I was trying to pay it and wanted to keep my phone number and account. The customer service rep said if I had called in my billing cycle they could have helped me with the cost but I didn't know I was that far over until the next bill came out. He insisted that I set up a payment arrangement for half in 2 weeks and the other half 2 weeks after that. I am on unemployment and I couldn't agree to that since I had to pay rent. I was then transferred two more times. Finally the rep said if I paid 100 that day and at least 25 every two weeks after that, I could have my phone back on. Of course the next bill was about to go past due. I told him I didn't necessarily want the phone back on but just to pay off the account and then I'd turn it back on. He insisted that I have it turned back on. I questioned if I'd be billed for the 25 dollars and he said no to call it in.

    Two weeks later I call and am asked to pay the whole bill. I had to explain what happened and I'm told that the rep (lied and) noted my account that I would pay 100, not 25. Once again they want me to set up a payment arrangement I can't do. Of course I could have lied but I don't do that. I paid the 25 and this rep then said he'd note what happened. I said I'd pay half the remaining past due amount in two weeks. I told him I'd let the person know when I called back and paid what my plan was to pay the rest.

    So at 3 am today my account was cancelled (not suspended) with no warning! Of course no one is available until 6 am.

    I told the rep all that happened and ONCE again because I can't pay the rest off in two payments two weeks apart, my account will continue to go into collections even though I will pay half in a few days as I had previously promised I'd do. I tried to express my frustration and anger at the whole situation and being lied to and she just kept telling me at this point I had to make a payment. She was very rude and when I cool down a little I will call to talk to a manager. If that doesn't work, I will pay my account and then talk to a manager. I am angry enough that this experience may make me cancel my account. I love my phone and loved my service but I don't want to use a company that rewards it's customer service representatives for lying!

    Anonymous 8/14/10 3:54AM

  • I have been a T-Mobile customer for over 6 years and never had a problem with customer service, until a month ago. I requested some changes to be made to my plans and since then everything has been screwed up. I ask for text messaging to be added and they remove my Blackberry data plan. WTH!? I have been so unsatisfied with the customer service I am seriously considering on switching back to AT&T. I had informed the reps there that I had been on hold for up to 15-30 minutes waiting to speak to a rep, and the only thing they tell me is that they will look ito it. Baloney!!! If they don't clean up their act soon, they will be losing 5 more customers.

    Aaron 8/12/10 8:00AM

  • These people were to have shipped a warranty replacement phone to me overnite last thursday. They did not. Yesterday I called and they told me I would have a tracking number last evening. Today is Tuesday and I just called because no tracking number. She said the phone is backordered. Are you kidding me? The prior two reps didn't see that. They speak to you like you are an idiot. "Thank you for being a customer, I really hate to hear that you have been decapitated and someone stole your head, but we're having a great day here! What can I help you with?" They read from the same stupid script everytime. It's no wonder they've lost 68,000 customers last quarter. Chalk me up for the this quarter!

    h8 this company 8/10/10 12:24PM

  • this company took money out of my accout after I paid them. They issued a credit that I never got on 7/13. Today is 8/5 still fighting to get my money back. Almost a month later and they keep on saying the have noted my account and that I will be issued a credit once they find out why I did not get the first one. they will keep my sevice going untill I get my refund so that I can pay them. Though I had a marketing manager and a store manager say that they will note my account and make sure that I would get a customer credit for this months bill because of all the bull that I have gone throw.

    Anonymous 8/5/10 4:14PM

  • After 4 years as a customer, I've become VERY disappointed in the service they have provided. I am around town and half of the time I do not receive reception. Also I enrolled in another two year contract for the companion fly's free promotion and that turned out to be fraudulent. After contract is up, I quit being a customer!

    Anonymous 8/4/10 5:12PM

  • Your customer service rep need more training in new service. their is a lot of miscomunication on your representives and the customer ends up paying for thier mistake i will be finding another phone service when this is up. big company's should not ask for customer to sign a two yr agreement if you and your employees can not give great custmer service were as the customer has to pay for T mobile mistake.BAD BUSINESS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! will not give any RECOMMENDATION FOR T MOBILE EVER THANKS BUT NO THANKS!!!!!!!!!!!

    upset customer 8/2/10 3:45PM

  • I was charged $360.43 for my monthly services from 6/02/10 to 7/01/10. My normal monthly charges was $104.00 I called customer service they gave me an adjustment of $57.71 I was very disappointed with customer service they would go around and around not to solve the real problem. I explained to them that I was having problems with calls not getting connection or any signal at all and that I would have to move around my house, at work and many other places to try to get signal and that is why there were so many calls to the same numbers over and over again from all our 3 phones. After many issues with customer service I asked to transfer me to technical service to explain my situation. The technician analyzed it and saw a pattern of this problem happening with our 3 cell phones. The technician told me he would transfer me back to customer service so they can make an adjustment to all our 3 cell phone services that had this issue, customer service refused to solve my matter. I asked for a supervisor higher than them to make my voice be heard but it was so difficult and impossible to obtain information for this matter. This has been a difficult and annoying situation. The only reason why we went over the minutes is because all 3 cell phones had problems with the service and I was never told that I would be charged unjustly for non connection calls.

    Anonymous 7/18/10 1:47PM

  • I recently received allowed T-Mobile to renew my account and received new Nokia phone. I was unable to contact my wife on her new phone. I spent hours on the phone and at the T-Mobile store attempting to get this problem fixed. Each time I was met with snotty people giving poor service and I ended up with new problems each time. My old phones work! The new ones don't. Now when I call my fave 5's I receive a "error in connection" notice. I need new phones but each time I request them, I'm referred back to the store or back to national customer service.

    Donald Melton 7/13/10 10:46AM

  • I tried to change my plan and was without service for 7 days. Each time I called customer service I was transferred from rep to rep and dept to dept. I felt as if no one was able to assist me but rather felt the need to pass me along just to get me off the phone. Under normal circumstances I would have easily cursed all of them out but becuase I am trying to get my money back a have a rational conversation with these so called reps I had to keep my cool. I was on the phone with people today 07.10.10 for 3 hours and I am very unhappy. At this point all I want to do is to cancel my service and even this process takes 2 hours.

    Anonymous 7/10/10 5:14PM

  • My phone went swimming and died. The T-Mobile location on 24th and Washington Blvd. in Ogden UT told me to put it rice overnight and if that didn't work take the sim card out and go to walmart and get a phone there. I didn't even get a chance to look at the cell phones. Customer service is ZERO at this store. I tried the rice and it didn't work. I plan on going to a KIOSK at Costco for assistance. The young man told me that my phone costs $300.00 (I paid $99.00). Isn't every store looking for revenue????

    Anonymous 7/8/10 10:53AM

  • I have been with T-Mobile for 9 years now and for almost a year I have not been receiving half of my calls or texts. I have been working with them and have done everything they asked me to do to fix the problem but nothing has worked. One of their pda guys said they were sending a ticket into their engineers to solve. I would hear from them soon. Over a month later still not call so I called them and they had no record of a ticket being sent to them. I asked the at the time if he was sending it in as we speek and he said yes. They repeatedly lied to me about what they were doing to resolve my problem. They called me after receing the ticket to try more stuff like using several different phones for awhile, whick didn't change anything. He called me a lier saying he didn't know what was wrong with my service and that if I used another phone like I said I did then he saw no reason for my not getting all my calls. I called today to see what they would do about my paying for a service I wasn't able to use all the time they passed me over to customer loyalty, what a joke. They told me they could cancle me account but the others on my family plan couldn't be cancled without paying termanaion fee. I have a family plan because I don't want to have to use minutes by using differnt carriers. I am the account holder, they will cancle me but not my 12 year olds account or my sons. I will be leaving them as soon as possible and will tell everyone I know never to go with T-Mobile they lie and cheat you out of money.

    Deb1963 7/6/10 3:17PM

  • I have been a T-moblie/ Suncom customer for over 5yr. I visited one of your stores in Charlotte # on South Blvd. I was serviced by Crystal, and what a total waste of your money for paying her a salary. Currently,my contract with your company has expired. Your company has given me no reason to contuine with T-moblie. Today's service simple procedure of switching out slim cards, has left me with no phone service for 24 hrs. This is unacceptable. I have one other number or line wiht your company, for my son. As soon as his contract has expires he will be switching also.

    Anonymous 7/6/10 1:54PM

  • I am complaining about T-Mobile flex account service. I used 300 minutes in 5 days so i paid for another 300 minutes as on the website in my login account it said i had zero minutes left so it was the only button there requesting for payment. i clicked on it and made another payment for 300 minutes. however, that did not help to bring my service back to work. i logged in to my account and it said i still have 0 minutes. i called the service line and asked and they said that payment was for the next cycle starting end of the month! well, if that was so, on the website tmobile should say that clearly. please click here to make your service available and another button as a secondary option for those who wish to pay like a month in advance. i asked tmobile over the phone to shift over the minutes i had paid so that i can use phone for this month and i dont mind paying again at the end of the month if my minutes are used up. but they said no. i think this is very inconvinient and mainly the website should say this more clearly so that customers are not confused and frustrated. people who work need phone working and it doesnt make sense to just cut off the phone and not make it clear on the website that paying that amount still wont help make phone available for the next 3 weeks! frustrating! please do something about this tmobile.

    SARAH 7/5/10 5:00PM

  • They totally suck...mess up phones on purpose and charge u.... I have had 4 tmobile phones no more

    Anonymous 7/1/10 11:04AM

  • In April 2010, I bought my new motorola cliq and was not informed on how Tmobile charges you $52.00 for a lend phone while waithing for yours to get shipped in. After 2days of force closing & phone turn on and off itselfs, I finally got free time to go in florence,ky tmobile store to see what can be done. Let just say I wish I known this site before signing their contract. Not only I walked out the store with a replacement phone that probablly was used in 1900's but the battery cover would not stay on. I asked for the manager of the store but was told they cant get hold of him :( WoW...Controlling my frustration, I took the phone for it was the only (so called lend phone)option I can do to communicate while waithing. I think that the store should have decent amount of available phones to lend out rather than giving you something that looks like it could have been sold at the yard sale. Im very disappointed and frustrated. So if your a future customer, Make sure you know how the replacement/insurance works before an unexpected incident happens :( And research before buying any blah blah talks that the Rep are trying to sell to ya

    Frustrated 6/30/10 9:59PM

  • I can not see how these crooks continue to exist. We have always paid our bill but the service has been constantly discontinued for one reason or another. Then, its like for the most part calling customer service and then speaking with someone of a foreign tongue when you have asked to speak to someone in English., this is just terrible.

    willieOwens 6/28/10 6:53PM

  • After paying my TMobile bill of 22.41 via bill pay, I received several over drafts from my bank on several other bills I had paid on the same day.

    I reviewed my 'online' bank acct. and somehow 2,24l.00 had been sent to TMobile instead. I know what I had sent, as I review each bill pay before it is sent on to each acct. that I pay.

    I contacted TMobile and after they saw the amount the person I was speaking with said it would take 10 WORKING DAYS before they could re-imburse me. I was in total shock. I can understand if the amount had been 224.00, which is minimal. However, 2,2.4l.00 is a large amount and I should have re-imbursed immediately! Good thing I have a few bucks to take care of other bills before they got around to sending my refund.

    The bank was more understanding and removed all of the 'overdraft' charges. Personally, I think it was a computer glich. But, TMobile cared not for me and this very large mistake!!

    My advise is to pay with a check! By the way, I am no longer with TMobile.

    Bonnie 6/24/10 8:08AM

  • Terrible customer service, I waited 1hour 15 minutes to be help then, finally when I was already being served, another representative came and dump a client. I was ignored for half an hour, I walked out, the representative did not even notice when I was getting my purse and my keys.

    andrea19700 6/18/10 6:12PM

  • Well, I just got off the phone with them.
    I have been a customer since 1999 (sun com) and never missed a beat,been out of a contract for over 6 years.
    I called them today to let them now I lost my job and wasn't sure when I could pay my bill. I asked them if they could leave my phone(s) on so that I could receive call from employers that I have placed applications with and the answer was YOU need to give US a date when I could PAY the Bill (?) Hell, I don't know,Remember NO job!! They said good luck and Good By.
    Ya know, I never asked for anything all these years and They never gave me anything(not even a new phone w/o a contract) so good Luck to you T-Mobile ,Your at the top of My F-U list.
    Ya'll have a good day !

    peed-off 6/17/10 8:19AM

  • As a loyal, PAYING customer of T mobile for over 8 years, it was a 17:34 min. wait for customer service(twice) and I might as well been talking to the wall . . . customer service, that term is loosely used; consequently turning me into a very UNHAPPY customer who will be researching a new server

    Anonymous 6/17/10 2:58AM

  • I purchased a T-mobile Nokia 1661 prepaid phone yesterday at Radio Shack and the saleslady opened it up and activated it for me with a pin number that she wrote down on the activation card with all the other information filled out also. I walked out with a phone number and a working phone since I got a text that it was activated, so far so good. I took it home and charged it up overnight. First thing in the morning it starts ringing even though I never gave out the number to anyone so I was not going to answer and pay for wrong numbers. I went through the settings and when it would ask for a code or password it would refuse to accept the pin that was written down and then it locked up. I called called the only number in the package which was the activation computer which was no help. I went to t-mobile website and found a customer service number. I called from another cell phone and got another computer. after navigating through the limited options, I was finally connected to a real person who told me this line was for real people and I had to call a different number for prepaid. 30 paid minutes wasted. I started all over went through the same thing and I finally get a human. He was speaking a language that sounded vaguely like english. Straining to understand what he kept repeating, I finally figured out that he was asking for my phone number. I gave him the number and he repeated it back to me wrong. This went on five times until I said that we were not getting anywhere and please put someone else on the line. He yelled something incomprehensible and hung up. So far I've waisted over an hour and haven't got to square one. and I still have a phone demanding PUK code
    Back to the web for another number. Same routine and I finally get someone who speaks english. After being given NUMEROUS PUK codes, one finally turned the phone back on. I then asked her about the "security settings" that would not accepts the codes and she had no idea what that was. After sitting on hold for I don't know how log, she could not find anybody to tell me what "that" was and she finally transferred me to another "tech?/supervisor?"
    Two hours lost. Tech gets on the line and tells me there is no such setting on my phone. I am looking at the screen and reading off the menu and submenus and they are all asking me for a passcode.
    I get put on hold again and again and each time he comes back he and no one there knows what I'm talking about and no one can find any information about it in their computers or manuals. He says he has no idea what to tell me other that give me the number to Nokia that he is not supposed to give out.
    I call Nokia and I get the computer gatekeeper, finally get a human and they have no idea what I'm talking about and the woman starts moving the phone back and forth away from her so that all I can hear is#############call tmobile############call###############tmobile################call tmobile########### repeatedly until I gave up and hung up.
    almost 3 hours of cell time wasted.
    With my battery dead, I go and find a payphone and call Nokias 800 number and start over. An hour on their time and absolutely nothing.
    Tomorrow, I am going to try to make a 30 minute call , smash the phone with a hammer and put it in the little trash bag and send it to t-mobile, nokia or maybe a little to both.

    Just consider myself lucky that I only lost $35.













    MitchB 6/17/10 2:07AM

  • Well i have been calling since Monday, June 16, 2010 since my phone has not been able to receive or make calls, texts, etc. They calim they have tried to fix the problem but the onlly problem is that they have not been able to get to the tower to check to see if that is the problem. This is so inconvenient since I need my phone.

    Anonymous 6/16/10 3:00PM

  • I've been a T mobile customer for many years, since they were Voicestream in fact. I paid my bills on time and had a family plan for over two years with my son. Two weeks ago I purchased a new phone and started a new contract. That phone was lost today. My son realized when he woke up that it was gone. I immediately contacted T-mobile and informed them. They wanted to know when he lost the phone and insisted that we must be responsible for all calls up until the time of reporting. Which is crazy because you can lose something for hours before you realize it is gone. I was told that someone had been using the phone several hours before my reporting it lost and therefore I have to pay the bill $700. I think this is unfair, I've never had a bill this high. I would like to know what the department of consumer affairs have to say about situations like this. I'am definitely shopping for a new provider.

    Anonymous 6/11/10 8:04PM

  • I had T Mobile for a few years. I was rarely put on a plan that suited my needs and kept having to pay hundreds of dollars in overages, change my plan, an commit to ANOTHER two years every time this happened! Last summer, I went in to buy a new phone. I found one that was about $115 but with the mail in rebate would be $79. The salesperson assured me that all I had to do was purchase the phone @ full price and mail in the rebate...which I did. It took about 8 weeks to get a reply! It was not a check for $35, but a REJECTION letter! They refused to honer my rebate! Apparently, the salesperson DID NOT inform me that I had to buy a plan with Internet services to receive the rebate!!! Even worse, in that 8 weeks my phone was damaged and no longer worked. My phone died and I got the letter on the same day! When I went back to the T Mobile store that sold me the phone, they accepted NO RESPONSABILITY for the salesperson's lack of knowledge and her mistake in selling me that phone. At that point all I wanted was $35 dollars worth of discount toward a new phone...Not an up-grade! Just to replace the phone I had or get something cheaper. NOPE!
    They would NOT do ANYTHING to help me out EVEN THOUGH T MOBILE BROKE A CONTRACT WITH ME WHEN THEY REFUSED TO HONER MY REBATE! THAT WAS NOT MY FAULT! THE STORE MANAGER AND THE SALESPERSON SHOULD BE HELD ACCOUNTABLE FOR NOT KNOWING, AND NOT COMMUNICATING TO ME THE REQUIREMENTS TO RECIEVE THE REBATE!!! I WOULD HAVE NEVER BOUGHT THAT PHONE IF I KNEW IT WAS OVER $80!!! I CALL AND TEXT. THAT'S IT! I DON'T NEED OR WANT ANYTHING ELSE! I AM SURE I MADE THAT CLEAR!!! Now T Mobile wants $250 for MY breech of contract! (Of COURSE when I bought that phone they required that I sign up for ANOTHER 2 years of service!)
    After years of being misguided, overcharged,and then THEY broke contract with ME, they think I will PAY them my last months bill + $250? Apparently I failed to tell THEM that breeching a contract with me costs $500. As I see it, they OWE ME about $120.
    FOR-GET-IT! I went through this with

    patty boudreaux 6/11/10 2:16PM

  • I am a long-time (5+ years) customer of tm, much to my chagrin. They figured out ways to keep me, and many others, connected and naive for at least that long. Their ad campains, in retrospect, are perfect examples of clever brainwashing. It would seem that now tm is tired of me because I am resisting upgrading to a plan with a "data package" (put in quotes because names for this software differ). When was the last time you were offered a close to "free" phone for more than it apeared to be worth? Please. They are not selling phones anymore; they are selling things called "data packages." It ought to be clear to everyone by now (but isn't) that cell providers stopped actually selling phones (which evidently we are now supposed to call "headsets") a long time ago. Try obtaining a plan that does not come with a data pack, just a phone. You will usually find that these phones (designed 25 years ago)suddenly cost in excess of $200.

    I'm definatley fed up with tm, though, especially their weird "customer services." Go right ahead and try to change providers after using them... and good luck! IMO, tm is defying current FCC regs (which, btw, they hepled to write, I think; but visit the FCC site anyway). I should leave that sort of thing for the lawyers, though. I know they're working on this already.

    I expect tm to "allow" me to cancel my account -- eventually --, while continuing to stear me toward another provder, whom they have already prepped to receive me. -ce

    Anonymous 6/9/10 11:10PM

  • I hate Team Mobile. And I want Team Mobile to know that I am telling everyone I can about the horrible service. About 7 months after receiving my cell phone, I started to get HARRANGED with incessant phone calls to my pay-as-you-cell phone by Team Mobile. It was all computerized and they wouldn't stop loading up my message machine with these. Team Mobile was leaving these messages to a person who did not exist at my number. I called to ask them to stop using my number and leaving messages to someone who was NOT me! They wouldn't stop and now? It's getting worse. There is only one thing I can do. Quit them. Don't waste your money on Team Mobile and tell all your friends.

    Consumer 6/9/10 10:17PM

  • I have been a loyal T-Mobile customer since 2005. I had been satisfied with their customer service until recently. I called to get help about minutes being used on my phone that were not & could not have been made from my phone. The rep transferred me to tech support who then transferred me back to a customer service rep. who took an alternate number from me & told me to please hold then hung up but never called me back. Finally when I called back to talk with another rep they told me all the calls appear to be legitimate and that they could do nothing for me. Done with T-Mobile for good now.

    smokey 6/9/10 12:00PM

  • The Customer Service is pretty much Non-Existant I have spoken with CSR's and Supervisors no one seems to be properly trained I always wait on hold for 30+ minutes. Supervisors are afraid to take escallated calls. I would not recommend this service to anyone I am not a racist however I would appreciate it if I could speak with someone in the CS department that spoke the same english language as I do!!! ughhh This has been a NIGHTMARE!!!!!

    BabyBrown0626 6/8/10 1:58PM

  • I have been a faithful loyal customer since 2005 with T-mobile... Their so called customer service does not even exist. I have had several issues, the main one is being told false information and being told diffrent information by diffrent reps. The supervisors are worse.. I called and spoke with a supervisor that makes the statment of, "We apologized to you what else do u want me to do". Is that how a loyal customer should be handled. They talk to you like they dont care about resolving the issue and that they need to hurry and get you off the phone to hear the next complaint. I called customer service and was instructed to go the the actual T-mobile location to get a phone that was out of stock, when i get to the store I am told somthing totally diffrent then what i was told over the phone. They waist my time giving me the run around and then treat you as if you mean nuthing to the company but they want there money every month. I am contacting the BBB and the FCC and writing a letter to the CEO. I am very upset and have emotional distress from the treatment that I recived at T-mobile.

    Tenecia 6/4/10 9:06AM

  • I have been a customer of Tmobile since 2008. In that time, my experiences have been nothing short of a roller coaster of horrible highs and lows. Originally, when I signed up, I had purchased the Razor phone. I loved this phone, it was great. I never had any problems with it, and thus never had to call their horrible customer service phone number. My phone was stolen from my hotel room by the hotel maid. When I called tmobile and explained to them that my phone had been stolen, they let me know that I had to purchase a new phone. Regardless of the fact that I was paying additional every month for the 'insurance'.
    When I was able to afford a new phone, for which I still had to pay full price to receive, I decided upon the Rocker phone. I loved the way the phone appeared like a touch screen, and the features that the phone had. Nobody had informed me of the various difficulties other customers had with the exact same phone. I could not receive my text messages for days. For example, I would be out with friends and text another friend to come, when they responded, 'yea where are you?' I would not receive that message until 3 days later. I also did not receive incoming calls or voice mails either at all, or they would take several days to receive as well. T Mobile said that they would send a new phone to me and that I should no longer experience these problems. When I received the new phone, the exact same problems were occurring. I then had to purchase another phone, for a partial discount, again already having had paid extra for 'insurance'. So I purchased the samsung gravity and for the past year, it has been a good phone until about the last two weeks. The phone will turn off on its own and then turn back on. It doesnt matter if I'm in the middle of a call, text message, or if the phone is just on a table not being used. It's very problematic.

    I called tmobile this evening, I spoke with a representative and a manager, and neither one could help me. They both refused to send me the exact same phone in the mail. I can't even go to a tmobile store, because there isn't one where I live for about 50 miles. The customer service reps don't speak enough english to be understood, they don't help solve problems, and they won't work on anything with their customers. As soon as I can afford to cancel my service with them, I am certain that I will do so and advise anyone to avoid tmobile at all expense. It is not worth the headache.

    Anonymous 6/3/10 8:59PM

  • I am having the same problem with a different phone carrier. I contacted the Better Business Bureau & the FCC. I filed a complaint with both agencies. I have been contacted by both and they have contacted the carrier. Give it a try. If they receive enough cmplaints maybe something will be done. This is a problem with at least 4 other carriers. Everyone needs to band together to get something done.

    anonymous 6/3/10 11:11AM

  • I spoke to one of your members of staff today (12th May 2010) at around 15:40 (UK Time). I spoke to him regards to why this month’s mobile phone bill was so high? I was informed that this was because I used more than half of my allowance on international calls – which is NOT allowed, and that any time used over the allowed time would be charged. I was NOT informed of this when I took the new contract and was very disappointed to hear this new information (this is NOT the first time T-Mobile have given me NEW information at a later date).

    I then inquired as to the earliest date I could cancel this contract without a charge (£), the customer service advisor asked me to hold for a small period of time and then came back to inform me JULY 6th 2010 would be the earliest without any kind of penalty. I ended the call and thought about what had happened then decided to call the cancellation line and go ahead with the cancellation of the contract (and maybe suffer some kind of cost to cancel the contract today as opposed to July 6th). The new chap was very polite and also very frustrated that I had been informed July 6th was the earliest date of cancellation – he informed me that October 6th was the correct date, he also commented that customer services have a habit of given out wrong information and they should check with the correct persons who know……..

    I then decided to ring customer services back and asked to speak to a manager, I held for a manager for 45mins and 17 seconds (wow!!!). The lady I spoke with was very polite and refunded my over charged minutes back (as I was not informed), she also asked me to send in this email to ask for yourselves to trace the original call made today with your advisor informing me of the July 6th date. I have made a verbal agreement with her that when you have listened to the call and agree with what I have told you happened (July 6th date) – you will terminate this agreement ASAP.



    I would have to say that T-Mobile has the worst customer service I have come across – your customer services advisors lack knowledge of their products & services you sell/provide. It’s always a battle with T-Mobile, I think you need to try and put your customers first and be sure of what you say and have the confidence to stand by it.



    Please sort this out




    Mr Russell Smith

    draven72 6/1/10 11:26AM

  • I have been with Tmobile since Feb. 2008 and have never had my service turned off. I asked for 1 day to extend my service due to my husband's pay time. I am of course on FLEX PAY and it is due no later than the 9th and they said PUT MONEY IN YOUR FLEX ACCOUNT HELLO! So they are going to show me as a shut off for 6hrs and I will not be able to get a post paid account because of this. I have called and called till I am just fed up with them..

    consignmentime 5/29/10 9:42PM

  • Terrible customer service experience!! T-mobile pulled my credit, possible identity theft, and following 8 unsuccessful attempts to discuss the matter with their "Risk Assessment Team" I was told by customer care that there was absolutely nothing they could do to help. Really...what is customer care?

    Ticked Off 5/27/10 10:42AM

  • I have had the worst experience since the first month I changed from Alltel to T-Mobile. I got 2 blackberrys for myself and my daughter but only used the phone service--not the web etc etc....I was not able to speak to anyone while inside my condo and we'd both drop calls or have calls fail any time we were inside anywhere!! (and this is Tampa Florida not the sticks) my daughters phone stopped working all together while she was away at school and when she went in to a store to help they gave her a phone number to call (from a phone that didn't work!!!-bright)--so she was in a city- first year of school and I was not able to contact her at all--for over a week when I finally told her to go get another one--alas she got another t-mobile go-phone or something so then I was paying for 3 phones and only 2 worked and mine rarely--finally had to go through trouble shooting myself on computer and still didn't fix either one--I had to get another plan with another carrier and I am sending credit agencies my complaint--I'm not paying them for breaking contract--THEY broke contract by not helping us and by having the worst service I have ever experienced.

    anonymous 5/26/10 10:13AM

  • i was charged 308.00 for 2 different pahones in april 2010 and i amstill fighting with these rwps to refund my moneu on the phones i returned.
    use your credit card not cash or debit, my experience may help others
    terrible different awners from reps every 1 olus hours that i have to try to get my money back
    good luck with t mobile cheaper is not always better, old saying you get what you apy for.
    leeann from florida

    leeann 5/26/10 3:52AM

  • My original cell phone provider was bought be T-Mobile. I assumed I'd have the same services traveling in foreign countries as my old company provided. When I made a brief 5-day trip out of the country recently, I got a bill from T-mobile for almost $300. Though they reviewed my records and admitted this was an exception to my normal cell phone use, they refused to adjust the bill. I have spoken with them twice and though I was sending them small increments of money to pay my bill, they still cut off my service. I will be personally writing to the company's CEO.

    Anonymous 5/24/10 7:43PM

  • Experienced very poor data security and non existent customer support.
    Going through formal complaints process via Ofcom and CISAS

    David 5/20/10 3:03PM

  • Today I had an absolutely harrowing experience with T-Mobiles 411 service...people who barely speak English, hanging up on me and refusing to let me talk to a Supervisor.

    The only saving grace was I was able to get on-line and 'chat' with a rep who finally reversed my charges for two directory calls...in all it took me (and their staff) more than an hour AND they may be losing a $500/year customer -- all over $2.00 worth of charges -- not to mention the money wasted on being so rude and unhelpful!

    KH 5/20/10 3:00PM

  • Tmobil sign me with a contract when I asked their representative four times not to sing me for a contract. I wanted a month to month. A month called to terminate the service and they told me I have ayear contract with them. They have horrible customer service. The bounce phone calls from re to rep, they refuse to pass phone call to supervisor and their reps are rude and they never return phone calls as promised.

    Anonymous 5/19/10 1:00PM

  • If you change your T-Mobile service by contacting having the new phone company to do it for you, you will be charge the FULL month's of service, not partial month at T-Mobile. According to T-Mobile, they have it in their Terms and Condition that YOU the customer has to notify them, not another phone company. It's a sly way for T-Mobile to get more money to charge you full month even if you use 1 day and not use rest of 29 days!. So, BEWARE of the date you're converting over to new phone company.

    Lim 5/19/10 9:27AM

  • very disgusted with t mobile.. and the representaives they have working for them. i just purchased a plan with them.. locked in for 2 years. we were told we would get free unlimited text messaging.. for a certain amount a month. which was very vital for us seeing that nobody has t-mobile, now i see why.. and to save our minutes, text messaging was very important for us.. we received our phones and i couldnt text message. i called them and told them i couldnt text message and they said its bc u dont have text messaging. i would not tell anyone to us them. Do not get a phone through them!!!!!

    Anonymous 5/18/10 7:34AM

  • Bought a prepaid tmobile Nokia 1661 phone on 5/15/10 at Walgreens. I start going thru the registration process out in the parking lot and I get an error that says sim card failed registration. I spend an hour out in the parking lot with three different customer support reps trying to get it to work. The female tech finally tells me there is a known sim card issue with the Nokia 1661 and she suggests I stick the sim card in another phone. WTF!!!!!! Why would I pay $20 for a phone, when your telling me that the phone that is included with the package will not work.

    The tmobile rep then shifts the responsibility for this cluster F*** on walgreens saying there is a 14 day buyer remorse period and I should go return it to the store. What the hell is that? Why is tmobile selling a product nationwide that they know out of the box will not work? I spent a very frustrating hour on the phone with them, paid $20 for basically a pay as u go sim card and got nowhere with them other than them suggesting I return it to the store and try using the sim card in another phone. After I got off the phone with them I did put the card in another phone and it did work, so it is irrefutable that the Nokia phone would not get on the network and this was confirmed by the tech as she said there was a "known sim card issue", in other words that phone and sim card no longer work on their network. I got so disgusted with them I took the phone and threw it in the trash.

    They need to have a lawsuit filed against them by the attorney general of NY and there should be a nationwide recall of this phone package. If you see this $20 package on the shelves (nokia 1661 with sim card) pass it by, because u will be stuck with a phone that can't work and you'll wind up wasting a ton of time with their completely incompetent phone support.

    Mike R. 5/17/10 7:26AM

  • I finish my two ywear contract and dont want t-mobile ass a providor so I called customer service to cancell and terminate servicee; I was told to make another payment for 05/21/10 becuse t-mobile dint got the payment of the first month of the two year contract. Its imposible to have a monthly service with out making a paiment. Im so happy to be out of T-mobile.

    CEMW 5/14/10 10:48AM

  • My family recently moved to a new location and my daughter had service with t-mobile phone and at our new location she had no service. I called t-mobile several times within a two month period trying to get help with our problem. T-mobile finally told me that she was not going to be able to get service at our new location and I should look for a different service provider and that I would not have to pay the early termination fee. So we switch services and then a month later I received a bill for $287.00 and I called back customer service and said that I would have to pay the early termination fee. I do not recommend t-mobile as your wireless service provider.

    bnichols567 5/13/10 6:27PM

  • Oh gosh what can be said about tmobile....I have heen a customer for over 5 years and never made a late payment. Recently in our effort to stay afloat my huband & I discover it will be financially helpful for us if I'll be in the same ph carrier as him. So we stop by at one of the t-mobile location and asked what needs to be done to terminate my ph service. We were told they could do it there or I can just go to the new carrier and do it there. They said because I lasted more than my 2 yrs contract (no kidding!) there is no fees and I should be just charge for what owed for the services up to that day I terminate. Wow! Big mistake....because I got the bill and although I was only with t-mobile for 9 days of that month service they are charging me for the full month! I called the customer service several occassions & still they insisted I pay the full month and that I should read the T&C for it specified that clearing... well I read the terms & conditions on the website and what it said is ...if you terminate after your term you will remain responsible for the service and usage through termination!.....now why can't customer service understand that "that means you can't pay for the full month if you terminate before the full month ended! What a frustration for I was only with them 9 days of that month service and they are charging me my full monthy service...It is so frustrating to talk to customer service ...they all sounds like high school drop-outs that either just reading things out of a script or they'll repeat things back to you!...so glad I'm done with T-mobile...and I'm letting my fingers do the talking in telling all families, friends & collegues to get out of T-mobile...we've got a couple of 100's already YAY!

    frustration 5/13/10 1:16PM

  • had t mobile 6 months ago on flex pay phone service sucked and web terriable sty away from this company c/s either kids or dont speak good english like said stay away

    h b issue 5/13/10 5:27AM

  • I have been a customer of t-mobile for years. Called three times to sign up for international service before taking an expensive and important business trip to Italy. Asked specifically on two different occasions if my phone would work while in Italy. Asked if I needed to do anything special e.g. have the phone updated by inserting a special chip. I was told that my phone would work in Italy and the amount the extra charges would be. E-mailed my phone # to clients. When i got to Italy my Phone did not work. I could not contact my partner or clients I had promised to contact and who were trying in vain to contact me. I used someone else's Phone to call t-mobile, at which point I was told my phone would not work in Italy.I was unable to communicate, appearing incompetent and embarassed at this most important international show. After many calls to T-mobile I was told a supervisor would call me back within an hour. That was over a week ago, and I still have not recieved a return call from that supervisor.

    Anonymous 5/8/10 9:21AM

  • I share the disgust that others have expressed here. I have been a loyal T-Mobile customer for more than five years, and have been told repeatedly how valuable I am to them. I recently returned from a vacation and have a much larger than usual bill which is due this month. To my shock, my service was suspended earlier tonight for a short while. When I called I was told that they have the right to suspend my service because of the amount on my bill even though it's not due and payable yet. I have never heard of such a policy being practised by a company in my life. This is the last straw for me. As soon as I can, I will be leaving T-Mobile.

    Disgusted 5/4/10 9:44PM

  • I am currently in a discussion with T-mobile about adding a line to my family plan. I am on Flex-pay and was told I was approved for 5 lines. Except when I called to add a line they said, I could only have 2 lines on my family plan and then I could have 3 more lines, each with their own account. What????? How is you are approved for 5 lines turn into 2 lines and 3 individual lines. I have upgraded through 4 levels of customer service and just keep reading the same information over and over. Just because you say it over and over does not make it acceptable!

    tmobilemadmama 5/3/10 12:58PM

  • I used to be a T-Mobile To Go subscriber, but back in March, I decided to become a monthly subscriber. I ordered a Sony Ericsson Equinox, but I felt that it didn't do what I wanted it to do, so I exchanged it for a Motorola Cliq. Everything was going well until I received this billing cycle's bill. It's almost $700.00. They never credited me for the return that I made on the Equinox. I was really, really pissed off. My due date was April 28th. They cut me off yesterday. Since when does any service provider ever cut you off that quickly? Their payment arrangements absolutely suck, because the length of time is way too short for you to actually make it. Why can't they do like other companies and let you pay a minimum amount to keep your services running? Do they really expect people to pay a bill that large in that short of a time frame? And the Motorola Cliq isn't really all that it's cracked up to be. It's a 400-dollar phone with 256 MB of memory. You've got to be kidding me. Unfortunately, I'm not employed, so I can't pay that amount in full anytime soon, so it would probably take me over half a year to pay that ridiculous amount off. It seems as though they care more about the money than your satisfaction or your happiness. What's happened to our service providers these days?

    Anonymous 5/2/10 6:01PM

  • My God!!! DO NOT USE THEM!!! EVER!!! The worst customer service I have ever recieved in my life!!!

    krazyhope 5/2/10 4:27PM

  • Again outsourcing ..you get some moron with a second grade education reading off a script that doesn't know what the hell they are doing ... shopping for another company.

    bbhnsh 4/29/10 12:34PM

  • I HAVE BEEN A LONG TIME CUSTOMER TMOBILE, NEVER HAD TOO MUCH OF A PROBLEM, UNTIL I CALL CUSTOMER SERVICE, I WANT TO CHANGE MY PLAN, SHE TOLD ME IT WOULD BE BEST FOR ME TO SWITCH TO SOMETHING NEW THEY HAD A FLEX PLAN, WHICH MEANS NO CONTRACT. LATER I DECIDED TO SWITCH PALNS AGAIN, I WAS TOLD I WASNT ALLOWED TO TO SO, ONCE YOU ARE ON A NO CANTRACT PLAN YOU ARE NOT ALLOWED TO SWITCH BACK OVER. FINE, NO CONTRACT, NO EARLY TERMINATION FEES, I SWITCH OVER TO VERSION. NOW TMOBILE IS TELLING ME I OWE THEM 400.00 IN EARLY TERM. FEES.HELLO, NO CONTRACT NO TERM FEES! THEY SAID NO I WAS STILL UNDER CONTRACT UNTIL JUNE. THAT WAS LESS THAN 2 MONTHS AWAY. WHY WOULD I DISCONECT EARLY IF I HAD LESS THAN 2 MTHS TO GO. I AM BEING RIPPED OFF AND CANT DO ANYTHING ABOUT IT. CANT AFFORD TO PAY IT SO WAHT TO DO. HOPE THEY WILL ACCEPT A PAYMENT PLAN. CUSTOMER SERVICE SUCKS, AND JUST BECAUSE YOU SIGN UP FOR A PARTICULAR PLAN, MAKE SURE YOU KNOW ALL THEIR LITTLE LOOP HOLES. I DONT UNDERSTAND HOW I CAN HAVE A NON CONTRACT PLAN AND STILL BE UNDER A CONTRACT AT THE SAME TIME! AND NOW THAT I AM NO LONGER WITH THEM THEY JUST DONT CARE.

    Anonymous 4/29/10 5:57AM

  • I have been a customer of Tmobile for over 7 yrs. I recently need customer service, I recieved a lot of misinformation, hangups,and run arounds. There were a few representatives that actually tried to help. I wish Tmobile would let their reps give their employee number when they answe the phone, so that the good reps can be commended and the bad ones reported.

    unsatisfied customer 4/28/10 3:20PM

  • We were with Tmobile for 3 years and were on there "loyalty appreciation" services and not even three months after discontinuing services with them we started recieving calls from a collection agency. Apparently, tmobile says they tried to contact us "several" times with no response but we never recieved any phone calls or mail from them...ever! And we even kept our same numbers and live at the same address! It didn't even have to be like this, we would've happily paid the last months bill but the fact that they took it this far and then they act like they had no choice and it was our fault is ridiculous. I thought my service with them was good...but not now!!

    puka 4/27/10 10:28AM

  • Anyone out there have issues with there new HTC HD2 phone? Unbelievable the mess I have gone through, feel like I have gone through HELL and back with T-Mobile and I have been a customer with them, even before they existed I was with Voice Stream and loved their service then. Now that I switch from a Blackberry 8320 Curve, received my new HD2 HTC phone this last Thursday on 04/22/2010, which was ordered by the T-mobile website, which was a smooth painless process, however since I have had the phone, had to call into the call center like 15 times, just in 3 days no joke to iron out the problem. When I called with issues where the phone wasn't able to get a strong signal, it was confirmed from T-mobile their was an error coming from the tower to my phone, they sent a network refresh, which worked for sometime, then when I went thru the phone and as promised and marketed comes with full movies of Transformers 1 and 2 on the storage card, get a message stating "Media file not found" which frustrates me, simply because these movies should be on here and they are not. When I called on 04/24/2010 they reassured everything would be taken care of and I would get a new phone, before I send the phone back to LaGrange, Georgia and was rest assured everything would be taken care of and would get a call back at exactly or around 11:25am on 04/25/2010, which never happened. I was quite dis-satisfied when I called in earlier this evening and requested to speak with a supervisor, which got me know where outside of saying "I really do understand your frustration and we can have you return your phone back to us, then when one comes available, ship a new phone out" keep in mind this isn't what I was told on 04/24/2010 from a Justin out of the Oregon Call Center. This being said, when I stated I was going to cancel my service, since I keep getting the run around and telling me, well you have 14 days with the Buyer remorse program to return the phone, failure to do so, would fall under the refurbish warranty, which is crap, this is a brand new phone, ended up disconnecting the call with the supervisor, which is pretty bad, simply because they are your advocate in an escalated situation. This now puts a bad taste in my mouth on trusting T-mobile as a company and business; including their management, then went on to say when I said, can I speak with HTC, she was like Sir, thats like asking to speak with the CEO, their is no physical possibility for that to happen, since the phones are under a warranty period. This is another reason why I am quite concerned and I am sure their are others out there, who have experienced something similar to my situation. The moral of my experience with T-mobile, was "promises" which couldn't be kept. The outcome when calling back, so once again being promised and having a hard time believing from a different supervisor is he would call the local stores in my area to locate a new HTC HD2 phone as well as issue a $34.99 credit for having service related issues with the Internet service they provide.

    Murdog 4/25/10 7:06PM

  • I am so mad with Tmobile right now. A month ago i called to add an additional line to my family plan. 30mins later i called them back to change the phone to a different one and they told me they couldn't locate to make the cancelation or request phone changes since the information wasn't updated in their system. He insist that he will send me the phone i wanted and once the previous information is updated in their system he will cancel it..but that i will probably end up getting two phone and just send the one i don't want back. He never told me exactly the timeline when they will need to receive it back or any fees will be added. So it was my fault that i delay in sending it back. But, i got my statement yesterday and it looks like they activated an additional line to my phone charging me $45 including extra fees and the phone number is not even from WA state, looks like its a CA zip code and I am from WA State. So i called them back and ask why they activated my phone without my concent and the Ahole told me that since they never received the phone back..they assume i wanted to keep it..and since they charged me an activation fee...in order for me to cancel it i will be fined for $250. WTF????

    HateTMObile 4/22/10 4:43PM

  • Tmobile has to be the cell phone company from the belly of hell. Have an issue with tmobile regarding a credit card payment. Spoke to a customer service rep who informed me that my account has been escalated to the CASH APPLICATION DEPARTMENT. The problem is you cannot speak with anyone in that area. Why would my account be transfered to an area in which I am not able to speak to someone concerning it. All the customer service rep can say it that it is tmobile's policy. In a addition to that, it can take them up to 48hrs to resolve my problem, all in the mean time my account is disrupted. After this biling period, I am going to place tmobile right where they belong!

    TMOBILE SUCKS! 4/16/10 2:06PM


  • I hate T-Mobile they lied and said i was a prepay plan which is called flexpay come to find out im on a 2yr.regular contract which it showes on my TRW. Cant stand there customer service....they don't here nothing u saying becuse if they did they wouldn't repeat what u already had said.

    sassypurple 4/15/10 1:48PM

  • you should be able to tell bye my ratings this company suck's . this company should not be working with the public.

    sleepy101 4/11/10 2:19PM

  • I have been trying to reach t-mobile for the past week now and cannot get an actual human on the phone. Been on hold for over 30 minutes. Only time I get anyone is when there is a balance on my account.

    pocbda1 4/10/10 6:21AM

  • Been trying to upgrade my Device for the last three weeks always the product is out of stock and the Rep's don't even know what they are talking about right now i am on hold been there for 30 minutes and still no answer if they have the phone or not.

    rickwayneorl 4/9/10 3:47PM

  • dammit been on hold for 59minutes one time and another time 45 minutes tmobile has droped the ball with there customer service

    Anonymous 3/31/10 6:47PM

  • I just bought 2 prepaid phone cards ($100 and $10) two days ago and find out it only have $3.34 for both of them. The retail store I pruchased is located at 10701 W. Belfort St.100, Houston, TX, 77099. I tried to contact with T-mobile service but they transfer me from line to line and there are some of them either don't know anything or have heavy accent! Then I went online and live chat with them, they also pointed fingers back to the others. I am tired of this service. Where was my money goes? I would like to have someone to show me how to get the representative do the job. With whoever have not engage to T-mobile, please be careful.

    Anonymous 3/21/10 7:15PM

  • I got T-mobile for my 16 year old son because of the price and minutes available on the plan offered; I added a second line for my 70 year old mother, he’s now 20 since I opened the account, in Dec. 2009, they disrupted service to my son's phone 5 days after the automatic payment of the bill was cleared, I contacted them and got 3 different representatives before his phone was turned back on, they claimed it was for non-payment of the bill... 2 days later the phone was off again, and again I was told it was for non-payment, meanwhile I'm reading them the date that payment cleared from my bank statement... they turned it back on... the next day again... now they told me go into a T-Mobile store and have someone there fax the confirmation of my payments. They couldn’t give me a fax #, they didn't have one said the Rep. My husband and I went to a store and went through the same rigmarole crap that had taken place the previous days... meanwhile my mother's phone on the same account is still in service... since it's the same account for both lines and the bill is paid, what is wrong with this picture???

    Then, on Jan. 1, 2010... My son calls to say his phone is off again... so I called customer service AGAIN... they said that the again the bill is not paid and it's the end of the cycle... HELLO... my billing cycle ends the 17th of the month not the 31st... oops, sorry ma'am you're right your bill is current and it shouldn't have been turned of... they restored service.

    Feb. 2010... AGAIN though the bill is paid in full and cleared per my bank statement that I accessed online my son's phone service is disrupted; this time after seeing that I'm right about payment, they say there's a .50 balance that caused the disruption... they tell my son this twice and me once... I told them I'm reporting them to BBB... the service is restored... I never heard of service interruption for .50 cents.

    March, 2010, today my son calls from work using a friend's phone to call and say guess what… his phone is off again... I called T-MOBILE AGAIN... they say it's non-payment, when I state my bank records show payment cleared to T-Mobile 5 days ago, the Rep tell me there was .50 cent balance that caused it... I was so pissed... do they think you're that dense that if you're making a FULL payment and they are all timely before the end of your billing cycle, you wouldn't see any balance… and do they really want you to accept that you loose service for .50 cents?!?!?!?! I am now writing to Robert Dotson, T-Mobile’s CEO at 12920 Se 38th St. Bellevue, WA 98008 and the BBB in the hopes that this crap doesn't continue.

    ASH 3/21/10 6:57PM

  • I got an Indian lady who talked and talked and talked - about nothing. She sounded like she was in the middle of a market. I asked to speak to her manager- again "it was a tale told by an idiot, full of sound and fury, signifying nothing". If this is the future of TMobile customer support, I will throw that phone away.

    NoMore 3/19/10 1:23PM

  • i'm holding for a rep. now. phone sucks. bad reception, even to the t-mobile headquarters.....

    Anonymous 3/19/10 8:34AM

  • T-Mobil's service is very poor to none at all. Just go to FT. Mitchell, Al.just outside the south gate of the largest military fort in the entire world and you get no service.Lumpkin, Ga. Cuffpert, Ga. and try to use one. I was broke down on US 27 hwy 3 miles south of Cusseta, Ga. and could not call for help. I was promised when I changed over from Nextel that if anyone could make a call that I would be able to. I was at an auction at Cufpert, Ga. and many guys were calling out but all I got was no service when I tried. I called T-Mobil to complain and my service contract was extended another year. Beware of T-Mobil. After two years and three months they want 4 hundred dollars to cancel my service.

    amwilkin 3/19/10 8:21AM

  • I cannot get an account set-up on line; every month I pay the bill over the phone with much stress because they ask for a PIN # which I do not have; if I cannot get this settled I will go somewhere else for phone service...your low price does not make up for the frustrating custmer service I receive over the phone.

    Anonymous 3/19/10 8:01AM

  • COSTERMER SERVICE IS BAD F-

    Anonymous 3/19/10 7:37AM

  • T-Mobile has a prepaid plan that our family has been using. We've been noticing, however, that they deduct more minutes than we actually use. We've kept track for the past month and they have taken over 50 minutes off our balance. When we called to resolve this issue, we were tossed from department to department, none of whom were able to "disclose" information to help us resolve the issue. When we asked for a supervisor, the "supervisor" came on (after we've been on the phone for an hour), and pretended like he couldn't hear us and hung up on us. Excellent way to serve your loyal customers. Running away from your problems will surely solve them.

    Anonymous 3/15/10 1:56PM

  • I have been a tmobile customer for 7 years; and this last year has been by far the worst! I had been hearing that tmobile customers were experiencing many dropped calls by friends and family that I recommended, but I did not have that problem, for six years on my family plan, so I was happy. but not two weeks of going to their unlimited plan I'm getting 9 to 11 dropped calls a day and so is my wife. So, I deduce that it is more a problem with the unlimited plan. I also noticed that they have cut down tremendously on customer service staff. I have called on multiple occassions and gotten the same person, weird! after she could not resolve the problem, she gave me over to a tech here in the US. but the long waits for customer service are as a result of reduced staff, and increasing customers. PROBLEM! my contract is up in december of 2010, I must endure, this will give me time to do some research on a better provider before making the hyperjump. Sorry everyone, but we have TMOBILE. :-(

    chastmanian 3/14/10 7:47PM

  • tmobile is getting worst by the minute. they are increasing bills but the service is getting even worst. I have been a customer for the past 3 yrs. and i am seriously considering leaving because i feel like i am paying for the worst service ever. besides that tmobile increased my bill from 115 to 175.. they changed my service without my consent and i have a contract

    kim22 3/12/10 4:52AM

  • I talked with a lady today about adding device insurance on two phones. When I asked her the difference and what justified the cost difference, she sighed and acted like I was stupid. I just wanted to know which was my best investment. Maybe she was having a bad day, although I was very disappointed because most businesses are starting to be this way. Guess T-mobile isn't "the diamond in the rough" either....

    Wonderif 3/10/10 11:40PM


  • I need to draw your attention to someone working for your company who obviously does not act professionally. When I called and explained why I was convinced that a couple of very expensive calls were not made by my son, the 'ghost' operator assured me that both the call charges as well as the text messages would be waived. He was also supposed to have cancelled some services from my son's number such as internet booster and Euro Talk and Text booster, however none of what he said he had done actually happened. Morover, there is absolutely no record of our over one hour long conversation that day.

    You claim to be recording conversations with customers for training and other purposes and I would be grateful if you could search your records for the conversation in question. I would like to add that my call was disconnected after the initial 10 or 15min, however the 'ghost' person did call me back within a couple of minutes and he did apologise for accidentally disconnecting me, which at the time I did not consider peculiar in any way, however now I am starting to be suspicious of all the circumstances concerning the whole event.

    I have been a loyal T-mobile customer for a good number of years but after the recent string of events (including another example of T-mobile mistakenly attaching the 'unlimited text messages' bundle to my number instead of my son's number as requested by me back in December and consequently charging him for the txt msgs when we were convinced he had unlimited usage) I am extremely disappointed with your services and I have lost trust in you. I have never felt so frustrated before as when I phoned T-mobile today and was told that there is no record whatsoever of my phonecall to you the previous weekend! This is totally unacceptabble and I would like a written explanation of this kind of treatment. As a customer I would like to know what proof I can have in the future that what you promise customers over the phone will actually take place.
    Beware of T-Mobile!!!



    enraged 3/7/10 5:30AM

  • I have been due a refund for 6 months, now the CSR I talked to said I wouldn"t get one because I have a Zero balance. Of course I do! I had it debited from my checking account on 7/27/09 T-Mobile charges a month in advance. That debit cancelled out the refund. We had NO severice for 2 weeks due to some contract problems with ATT, I live in a fringe area that signal was boosted thru ATT. I cancelled service on 8/3/09 and was BILLED ON 8/27/09. Therefore I had no service with T-Mobile since July.

    Anonymous 3/2/10 4:23PM

  • Customer service is lacking, they are very cordial but when it comes to resolving an issue they are inept. It is hard to get someone who has the authority or the competence to solve problems.

    Johnyman 3/1/10 9:34PM

  • Last year, my husband and I got new phones and signed an additional contract. Both of the new phones were advertised as having a rebate. The sales clerk at the T-Mobile store actually completed the rebate forms for us. Three months later I get a notice from T-Mobile that we were not eligible for the rebates because we didn't have a data plan on the phones. How were we supposed to know that if the sales clerk clearly didn't know that either???

    After much argument, T-Mobile agreed to honor the rebate,IF, we signed up for the data plan (which we did). I got two more rebate rejection notices from T-Mobile. Called them twice more and finally got the rebate cards in JUNE (we bought the phones in NOVEMBER!).

    Now, I go to add another phone to this same account... After a 30 minute phone call to CSR at T-Mobile, I am "informed" of all the fees and she tells me that my best option is to go to the T-Mobile store to add the phone. So, I go to the store and again I am "informed" of the fees. I sign the little credit card box, get the phone and go home. The next morning, I get a text from T-Mobile that there is going to be a $35.00 activation fee for that phone.

    AT NO TIME DID T-MOBILE INFORM ME OF THIS CHARGE... EVEN WHEN I ASKED, "ARE THERE ANY OTHER CHARGES FOR THIS CHANGE?"

    According to T-Mobile CSR, my complaint is with the store (I also got the "there's nothing in the notes" comment... why would someone put in the notes that they forgot to notify the customer of a charge!) According to the store, "I should have known there was going to be an activation fee" Seriously, that was her answer!

    T-Mobile can't see the forest for the trees! I returned the phone and cancelled the new plan. They lost an additional $240.00 over the next two years for a $35.00 activation fee, which I would have paid had I been informed of it! In addition, we are leaving T-Mobile in November when our contract is up, after more than 10 years of service with them. We hear Verizon is good... I can't wait!

    Anonymous 3/1/10 6:54AM

  • I have had nothing but problems with T-Mobile and their supposedly award winning customer service. Your first line CSR who speak some english but cannot fully process simply requests to modify rate plans /services. At this time I anm out of service on my prepaid plan all because I called to upgrade my plan from a single user to a family plan(to include my sister on a second line). The csr could not interpret what I wanted to do (simple request) and ended up opening a separate account and billing me separately. All they could understand about the account was the amount you had to pay to get service.
    I Now that the month service is ended and they I am finding out that there are two acconts and payment eas not received so the suspended my service. Visited a local store and they could not help, their only solution is to pay $ for$28.00 to reconnect (because of suspension of service) or cancell both plans and start anew, but you will lose the existing numbers(f$#@#$@$T).Thats all they understand $$$$, how to squeeze money out of the consumers who did not OR refuse to sign a 2yr contract. my next move is to petition nys dept of consumer affairs. so far I am being very decent abut this situation.

    Anonymous 2/28/10 8:00PM

  • I never thought I'd be writing negatively about T-Mobile. I've had T-Mobile since 2004 and was always treated with respect. I sincerely thought their customer service was great. That is, until 2009 rolled around. IDK what they're doing with that company, but it's being shot to hell. I bought the sidekick lx 2009 that came out sometime in May, while extending my contract for 2 years. How I regret that decision! Not only was 2009 THE WORST year for their service (I had to exchange my phone and lets not forget the sidekick outages they had during 3rd quarter) but after I had had it, I bought a blackberry just MONTHS after getting that dreadful sidekick. Had to pay retail price for that phone because I had already gotten an upgrade price for the sidekick.

    Just 3 months later, and my blackberry crashed. I received a white screen and error codes and several functions ceased to work properly all while using the phone like I usually do. Called T-Mobile (their hold times are now running up 25 minutes of my life!) troubleshooted as best they could. This did not resolve my issue so I called back (another 25 minutes - I had to switch to the other house phone in the process because they killed my battery life!) they said they would send out another phone to replace mine ... for a $9.99 shipping fee. THE VERY LEAST they could have done was credit me back that shipping fee. When I explained my situation the BXTCH on the phone, for lack of a better term, gave me the rudest answer she could come up with ... "that is just the way we handle exchanges" with the nastiest attitude ... I really hope that call was recorded because I plan on complaining till I get some kind of resolution. So I have to pay the price because my phone is defective? I'm going to have to give pay MORE out of my own pocket because YOU sold me a defective phone, is that it? Its bs.

    This bxtch was rude, raising her voice and practically yelling throughout my entire conversation. If not for her fear of losing her job, I'm sure she'd be insulting me in every way she could. She insulted me regardless with her aggressive tone. Is this the kind of people T-Mobile has started to hire?? I haven't been treated so terribly before. IDK what the hell is going on with that company, but I cannot wait until my end of contract. I used to brag about T-Mo, now I cannot wait to never do business with them again. Verizon, here I come!

    disappointed 2/25/10 1:38PM

  • new overseas customer service is the worst I ever have had to deal with. Never pickup quickly, always on hold for more the 30 mintues, if your lucky. When they do pick up they can't understand you and you can't understand them. THey repeat everything you say as if they are reading it off a computer screen. The call I'm on now had a hold time of 10 minutes which was 40 minutes ago. This is the 3 time today for this same issue.

    oscar0204 2/25/10 7:01AM

  • T-Mobile must be run by a committee of monkeys.......wait, that is an insult to the monkees.

    T-Mobile support personel have no idea of what the services being offered in their brochures and on their inter-net site.

    Their support personel seem to continually offer apollogies over and over again and simmply wasting the callers time. Their ssolution to every problelm is to offer the customer calling a few minutes to make up for the mis-understanding.

    How does T-Mobile maintain a customer base?
    I intend to sever my relationship with this poorly run company at the end of my contract.

    SHAME ON T-MOBIEL MANAGEMENT.

    IHATETMOBILE 2/22/10 7:03PM

  • I am so upset I have been on hold with t-mobile for 20mins and they still have not picked up the phone...

    ladybyrd 2/22/10 8:37AM

  • I am disgusted with T-mobile. I have been a good customer for years - rarely contacting the company and always paying bills on time by direct debit. Recently they called me to offer a new deal as I was coming to the end of my contract. I agreed to new price plans for 2 phones, with a loyalty discount on each line. Today I phoned cust service as this was 3 months ago and nothing has changed. They now inform me that I'm in a new 18 month contract which is a renewal of my existing deal (not what I agreed to!) and if I want to get out of it I have to pay....£713 !!!!
    I should mention that I didn't even receive a new phone for either line. They have offerred to honour the price and plan they quoted 3 months ago but I'm so unhappy that I don't want to deal with T mobile anymore. I have never signed anything and they didn't uphold their end of the deal so they can swing for their £713 and I will go legal on them!

    DON'T SIGN UP WITH T MOBILE!!!!!!!

    LK 2/17/10 10:26AM

  • I hate t-mobile! I think its crap that someone can go and sign a 2 year contract to add u on their plan and u not know ur under a contract! I pay my share of the bill for my phone and minutes and when i want to get off the plan like we had agreed when i had the money to get my own plan..i find out a 2 year contract was signed and if i get off the plan they will be charged $200 which leaves me with the $200 bill! or i can switch to my own plan and leave them with the $200 but i'm not that kind of person. The person who is being added and using the phone line should HAVE to sign the contract since they are using the sim card and paying their share of the bill..not to mention i'm not the one gettin any phone upgrades or anything and i've been on the plan for over a year now. And every time the account holder gets a new phone and signs a new 2 year contract..i have to wait another two years! I tried to contact customer service (like the owner of the store here in town said) but they informed me they cannot answer any of my questions or give me any information without permission from the person whos account it is. So that leaves me with no answers, no way out of a contract i never signed or agreed to, and hating t-mobile!!!

    Anonymous 2/8/10 8:09PM

  • i had gone to tmobile store yesterday to pay what i had 125.00 and asked the tmobile representative if he could call and contact financial care for an extension to pay the 500.00 in which 125.00 of that was paid now. i still have a balance of 500.00 lefted to pay in another week... financial care agent told me that i could pay today the difference he will make that exception for me being my old checkbook had been stolen and i had the new checkbook now to pay.. but i will pay the difference with my credit card he said okay.. today 2-6-10 i try to make a credit card payment thru my phone and tmobile had cancelled my services. i know this because i went online to chat with a tmobile representative and was told that by ciarra on the chat now.. she said because i failed on the arrangement i have to pay the full amount due to have it restored.. i asked what happened to my conversation yesterday with financial care was that an actor i spoke too.. apparently he didn't make the adjustment like he said he would.. what do i do now.. i think it is time i move to mobi and do with out tmobile once and for all until then merge with a better carrier.. i may go to mobi or aT& T.. the customer service is terrible... the customer is not right with tmobile.. tmobile is the one right.... my bill is high like that becasue i called to report my sons phone is lost.. after i called again with in 30 days i was told i never reported it lost.. therefore i am responsible for the bill and the charges.. i said i called why wouldnt i call.. the phone is lost.. but the customer has no proof of calling in.. if they have no record.. so you are not right tmobile is.. i suggested to have acustomer code given as proof each time the customer calls in just in case you are told you did not call you have a code attached to that call.. that would help the customer have proof otherwise tmobile can deny you ever called and you are out of luck... has anyone else have had this problem.. now my phone is cancelled and i am told to call financial care again and see if they will restore my services what do you think?

    unbelievable 2/6/10 11:44AM

  • T- Mobile has no fraud control and they will tell you they do not monitor or even care about suspicious usage on your phone. Unlike the banks and other phone companies, they have very unsophisticated services. We have 2 backberries, one of which have mininum or no usgage every billing quarter. That back up phone was reported lost or stolen and they did not put a hold on it..over $3000.00 of calls made to the mideast and UK were billed and they accept no responsibility for not stopping service, telling us they have no record of us reporting the lost.. We were customers for many years, paying on time with easy pay..it was quite a shock to open up a $2500.00 charge to an amex card!

    Anonymous 1/31/10 4:49PM

  • Last year T-mobile bought out my cell phone provider (SUNCOM)AND after about 2 months t-mobile started over charging on my monthly bill by two to three hundred dollars per month. Never had this problem with SUNCOM- when i attempted to resolve the issue with t mobile i was giving the run around and offered no solution, just pay the bill or we will send to collections. Well i want to keep my good credit so i paid the bill and now use the phone as little as possible. THANKFULLY MY CONTRACT ENDS ON MARCH 27TH 2010.I WILL USE ANOTHER PROVIDER AND TELL ALL MY FRIENDS AND BUSINESS PARTNERS TO DO THE SAME !!!! T-MOBILE SUX !!!!!

    tim7676 1/29/10 12:43PM

  • No receipt after purchasing a phone from t-mobile.com . After I submitted my order the page only showed my order number and when would I receive the phone. They didn't send me a confirmation email. When I called t-mobile and told them my order number they said they can not give me a receipt, and there is no way to see the prrof of purchase on their website either. When you enter order number it only shows you the tracking ways, how to go ups and usps website. It looks like they are trying to hide the receipt from their customers like it is an illegal sale! And finally when the package arrived to me, shockingly no receipt in the box. I have never experienced such a thing from an online purchase before, I've probably done more than 1000 purchases online in my life. And I needed a receipt to get a rebate but no way!

    ericready 1/29/10 2:05AM

  • I wanted to add about T-Mobile's customer service. I have been a customer since 2004 and never had a problem until this past month. Last March, I added my wife and brother in law and switched to the unlimited family plan. I also had unlimited messaging on each line added to my plan. Well, I went on vacation in November and wanted to add the web to my phone. I took it off after I returned from vacation, but apparently they claim that I took off the unlimited messaging on each line!!! Obviously since we didn't know this happened until it was too late, all 3 of us continued to text like we normally do (and it's a lot) and suddenly my bill was over $1000. I called T-Mobile's customer service immediately and all they can say is that since it was online, they show that I took off the messaging myself so there was nothing they could do but adjust 25% off the charges. I said that was unacceptable, and spoke with a second supervisor who said they can do me a "favor" for being a long time customer to take off 30%. I feel that it should be 100% and the supervisor offered to have a manager call me back within 72 hours. I never received a call. I called again a week later, and got the same run around. The representative claimed to have e-mailed the manager personally to explain my situation and promised that someone would call me back this time. Well again, it's a week later and I have not received a call. They must know they are wrong and they are avoiding me... now my bill is due and I absolutely refuse to pay them another dime. My credit is almost repaired from filing bankruptcy 6 years ago and been perfect ever since, but I guess T-Mobile has decided to put an end to that, and my family from continuing to use their company. Thanks a lot guys! Hope it was worth it.

    cms0678 1/25/10 5:57PM

  • Still trying to get a refund after three trips to the local store and many calls to customer service. Store Manager says corporate has to do the refund. Customer service says store is responsible. Wife received attitude from store manager. Next stop local Better Business Bureau and State Attorney General's Office. Worst company in trying to get an answer or refund.

    Bigh 1/25/10 1:01PM

  • TMobile customer service is a misonmer. Answers are basically sorry that is just the way it is. I get international roaming from my house and the solution was turn your phone to manual selection which pretty much means spotty service. I use my phone most at home. But I get charged for any messages received while roaming (in my house) good plan but really poor issue resoltion

    Tim 1/21/10 4:43AM

  • Very upset with TMobile. Been a customer since 2003 (which is a very long time with a wireless co!)and found out that they are stealing my money! The last two months my bill was outrageous. I have 400 text plan and last month they said there were 800 made, so my bill was $$$! When I looked carefully over my statement there were charges for messages I never made or received because the times on my bill were listed at 4,5 and 6 AM! No way I or my partner text each other at that time in morning! We are grown adults and sound asleep at that time. They REFUSE to do a thing about it because it is a number that I frequently text. I guess they think that gives them the right to just rip people off their hard earned money! They should at least make an attempt to investigate the fraud claim, but NO they just brush it off and say sorry! Well sorry for them because I am filing complaint to the FCC. Please people out there FILE A COMPLAINT TO FCC! Maybe we'll be returned our money and maybe stop others from being ripped off in the future. Now I'm going to hate to pay another $200 to cancel contract with them!

    Anonymous 1/20/10 10:21PM

  • T-Mobile is terriable...Granted I love my plan but customer service is TERRIABLE!!!!!!!!!! You cant even understand what they are saying..Than when you ask to speak with someone that speaks english "they dont like that".. Right now I have been having issues with my Sony Ericsson for months..and I have been on hold for 22 minutes than the rep answered...and apparently could not hear me....So now again sitting here waiting to speak with someone AGAIN..its been 19 minutes...and counting..Gosh..hope I will get somewhere this time!!!!!!!!! Seriously get employees that know what they are doing!!!

    Tiffanyj0827 1/19/10 5:19PM

  • This was my worst experience EVER!!! Tmoble had my like around there little finger, maybe there middle finger! Here is am interesting story, for all the viewers out there, I sighn a 2 year application for Tmoble back in 2004 , and they kept making mistakes on my bill , charging me extra on everything, as a matter of fact, they charged me for an unknown number that i never used!Believe it or not, i regret the mistake that i ever made by joining them... They make big mistakes on the bill and all the time i get hidden fees...Also to mention I could not hear and the reception was poor SOUNDED LIKE EVERYONE LIVES IN MARS . "Can you hear me now" was the ultimate question,

    Then i get a call from the collection agency 2 months that i owe 0ver 250 bucks for a number that i swear never used and what gives??? I payed my dues to t moble 6 years ago!!!!! I think they are a HUGE scam!!!! If anyone sighn a 2 year contract with Tmoble think again... It is like they have u by your balls!!! I cant tell you how many times i had to chase them. I would not recommend Tmobe to anyone!!!!!

    shari 1/16/10 2:04PM

  • terrible resolution. must be worst company i have ever dealt with.

    Anonymous 1/14/10 2:32PM

  • T-Mobile customer service is the worst of any company I have dealt with
    All I asked for was a copy of my contract to be emailed or faxed to me so I could get reimbursed from my company & they refused

    Anonymous 1/12/10 2:43PM

  • Hi, i too have had very bad service from t-mobile, i used a cash point to credit the phone... it said it was not done and did not give me a receipt so i tried again, agin it said no... so i tried another card and again said no... so i went in the shop and purchased £5 voucher... this worked. 10 mins later i get 3 txt saying all topups were ok and credited and money taken!!!! i called t mobile who wanted to know a password i have never put on the phone... so i said ok your talking to a bank account holder you have taken cash from without receipt of service they just fobbed me off trying to get me to say soemthing that offends so they can end the call (which i know they do so i kept cool) in the end the lady put me on hold /mute for increasing lengths of time till i eventually got lost in the system and had to call back .... thanks for nothing. i am now with O2 who cannot do enough for the customer. is this the advert you wanted T-mobile, my pleasure... please hold

    richierich 1/12/10 11:06AM

  • Tmobile is NOT the phone company you want to sign up with. They charging me early term FEE for my service even though I was not getting any service at all in my apartment. They claim there are towers near by, therefore they have to charge me. I promise, there was no bars on my phone. I was missing every call and couldn't make no calls while at home. I'm extremely mad with tmobile and will not recommend them to anybody even if its free.
    I'm very satisfaction with Sprint and hope everybody leaves tmobile and comes to sprint. I will pass this around until tmobile feel my pain they caused me.
    sign S.C 30318

    slynice 1/12/10 11:06AM

  • my 100$ rebate check was mailed to differant address by t mobile rebate co. After calling many times filling affidevit's of lost i still didn't recieve my 100$ back yet.Terrible service,very diorganized.

    parminder kaur 1/10/10 10:41AM

  • Every experience with TMobile customer service has been horrible. I don't know if it is outsourced to another country or not but that's the way it appears. They do not know the information and they ALWAYS waste my time. I had enough it is time to choose another carrier!!

    Anonymous 1/8/10 2:41PM

  • I received an exchange phone and when receiving the phone, Tmobile failed to provide the return sticker to send phone back. I waited and waited and waited and still no return label sent.. Now Tmobile decides to charge me a restocking fee for the phone then tells me i need to return the phone on my own in order to receive a credit. I argued it was not my fault and T mobile needs to credit my account..Tmobile insisted that I return it without any resolution. I spoke to 2 managers then asked to speak to their manager which was not available, the manager (Tina) said that her supervisor would return my call within 24 hrs and guess what... no return call!!! Extremely disguisted with this customer service.. I think I"ll try Sprint.. At least they call back!!

    Dissapointed 1/6/10 7:17PM

  • t.mobile lies ALOT!! I upgraded to a blackberry touchpad 8520 from a sidekick slide, i specifically asked them if the amount for the internet plan would increase since im getting a diff. phone. The sales rep. lied to me and said no, then when i kept asking she finally said that it would go up about $5. When i got my billed it went up about $11, i mean that's fine with me that it increased it's understandable but why lie about it?? Especially since i asked the rep. numerous times!! However i did go back to the t.mobile store and gave the rep. a piece of my mind :)

    CL@R@ 1/6/10 11:02AM

  • I have had tmobile for 8 yrs - never used more than 300 minutes month - got a bill for last month - said I was over by 300 minutes of 700 possible - and 61 text messages - I never text message and I was gone 2 out of the 4 week billing cycle - then they charge .45 a minute over - nevertheless I am going to another carrier - tmobile customer service sucks...you would think after 8 years they would at least credit these back or offer some sort of resolution...but their loss...my neighbors are also going to another carrier after similar problems...be careful using Tmobile unless you want to pay .45$ a minute and get fabricated calls and text messages. Heck you can even go to walmart and get a straight phone for $30 a month and get 1,0000 unlimited minutes with no contract...that is what we are doing and they will even switch your number over

    Anonymous 1/6/10 10:54AM

  • T-mobile just plain sucks! After giving them my personal information they wouldn't even give me the phone number of the account that they claimed was mine, which wasn't, that they sent me to collections for! The customer help people are inept and rude.

    Anonymous 1/2/10 12:14PM

  • i personally think t mobile is the absolute worst.. you can't understand anybody on custimer service and for 2 days my sidekick has been. i call customer service everyday and there isn't anything they can do besides a master reset.. there redickulous and t mobile should burn (:
    would not tell anybody t mobile is a goood company.

    fox_girl 12/28/09 1:58PM

  • the worst cell phone company ever, they charged us 400$ for over minutes and said there is nothing they could do, they did it to 3 friends also, worst customer service as well. i would't recommend this company to nobody.and when ever i have a chance i will write and tell about there bad service.

    badria kachani 12/25/09 10:01AM

  • I have never been treated so badly by an employee in my life! i bought a blackberyy bold just a month ago and went in to see if i could take off the internet package and Zuriah McKnight, and meany, gave me an attitude from the beginning at the end he was yellling at me and said "i am going to be rude with you!" ???? never in my life have i been talked so badly too, and he was pointing his finger right in my face, i felt violated and didnt have my head on straight for the next few hours :( oh and i cant find a complaint site to send to the company they obviously dont have one due to the complaints they must have been getting..

    yasi7 12/24/09 11:43PM

  • The folks at T-Mobile wasted over a month trying to solve what turned out to be a very simple technical issue on their end (old SIM card not compatible with 3G), that they didn't even inform me about upon upgrade. Eventually solved it myself with friends in a brainstorming session. T-Mobile claimed they would call me back with status updates multiple times and failed to. Lied to me that tech was working on it from Nov. 20th-Dec. 19th and obviously they were not. Don't let courteous phone people lull you into a false sense of security... nobody there knows what they are doing and none of them will admit they were wrong. Truly one of the worst customer service experiences I've ever had. Use any other carrier at all costs.

    cinevorefilm 12/22/09 7:43PM

  • T MOBILE has the worst customer service, i would never tell a friend to get this serviice,they put you on hold for such a long period of time and still never resolve your problems.....i spoke with a supervisor by the name of stacy she did not know how to speak to customers with respect so i ask for retention to cancel my service'she transfered me to lance whom was worse then she was i just cant believe that T MOBILE would hire such a bad crew.

    Anonymous 12/21/09 5:19PM

  • my husband thought that t-mobile would be the best company to use but he has learned that actually it is the worst! we were told that we were on a prepaid plan and that our credit was not ran. therefor we paid full price for our phones. then in sept we check our credit and it had been ran by tmobile and we were on a contract. when we called we were told that our phones should have been free but yet they have done nothing to correct this situation. we have also made 2 payments and they said they did not recieve them so they filed a missing payment with their cash applications dept. this was back in oct. still to this day the issue has not been resolved. we have to call and have our phones turned back on every day!!! when u call the customer service u can never get anyone who can speak good english or clear. nobody has no customer service ckills in this company we have been promised so much and yet nothing has ever followed thru.Tmobile has multiple law suits aginst them for all kinds of stuff check it out. tmobile is a joke and we will be changing companies i will not suggest them to no one!!!!

    gagurl4u 12/19/09 5:52AM

  • I purchased a phone for my father when he went overseas. Tmobile assured me that the phone would work. Well, it didn't. And then my dad had an emergency where he was robbed and his cell phone wasn't operable. I specifically purchased the phone for emergencies for my father as he traveled overseas. When I called Tmobile to complain that his phone didn't work, they told me they "couldn't make everyone happy". I cancelled my phone and am in the process of negotiating the termination fee. THIS IS THE WORST COMPANY I HAVE EVER DEALT WITH.

    ALA75 12/17/09 9:53AM

  • T-mobile ripped me off blatantly. Two months ago, I sent in my payment early as usual. However, my next bill statement from them stated that I didn't pay my bill. When I checked with my bank, my check was cashed by T-mobile a couple of days before my bill was due. I thought that it was a mistake on their part so I didn't pay attention or even bother to call them. However, a few days later, my son got several phone calls from them when he was in his class demanding payment or his phone will be disconnected. I also got a notice in the mail that my phone will be disconnected if I didn't pay up. I called T-mobile immediately and told them that I had already paid and T-mobile already cashed my check. The agent told me that they needed to investigate and temporarily put a hold on my service. I got very upset and told them that it wasn't my problem and they shouldn't do that. I told them that I didn't want them to threaten me anymore when they were doing whatever that they needed to do to investigate. The guy said he couldn't stop the phone calls because they come from a differen department. What kind of idiotic service is that??? When my son got more calls continuing to threaten us that our service will be terminated if I didn't pay, I called them again and was told that I needed to submit proof by sending to another department my bank statement to show them that the check was cashed by T-mobile. I got so mad but I still submitted my personal info so they could clear up their mistake. Can you believe it? They found their mistake but on my last month bill, they charged my a fee for my late payment. Fee for a late payment when they cashed my check days before my bill was due??? If they continued to practice this unethical business dealing with their own customers, how much profit do they make from just one million customers without having to provide any service??? I will never want to subscribe to T-mobile again because they are just a bunch of crooks. Instead of apologizing for their mistake and their harassment, they continue to demand money that they should owe me instead of the other way around.

    TB 12/15/09 4:42PM

  • I just heard that t-mobile was the second best in customer service,WHAT A JOKE!They r not worth wasting your time,breath or money on.Do you all not agree?

    Anonymous 12/12/09 9:37AM

  • My daughter has the sidekick phone and I took the extra warranty on the phone and the phone went out so i called and was sent another one and I took it in to a tmobile store and the sim card and battery was took out and put into the other phone but the memory card was left in and we did not realize until the original phone was sent back and I called to ask about getting in touch with where it was sent back to. No one would help me. I had the address but no phone number to contact...Tmobile would not help me to get that phone back. After all they are the ones who messed up!!!

    Upset Customer 12/4/09 6:33PM

  • Well i asked about getting help for my sidekick because it completely sucks and i still have half a year left. i havent had any help so far and im tired of it. tmobile says its a good service, but im thinking about switching to verizon!

    nooka 12/4/09 9:28AM

  • My wife was advised that the "best way" to get my son the phone he wanted for Christmas '08 was to get a 4th line - but they would waive the 9.99 charge by giving us 9.99 back on another aspect of our family plan. Little did she know she just signed up for a 4th line (we have/use 3) a 690? number. That number has never been used - ever. Now we are switching to Verizon and we either get to pay for a line until DEC OF '10 or PAY 200.00 to terminate the line we did not want, did not need and never used - but trusted the T-Mobile advisor who said that was the "best way" to do it. It was - for T-Mobile. LIARS, CHEATS & THIEVES!!

    Robbx11 11/29/09 4:03PM

  • poor is the best word I can use --your system is set up to be a circle of recordings --- when I did get an agent they were hurried and inattentive at best. many talked like they had a mouthful marbles and had to inject some "scripted" hype abt how sorry they were and how much they were going to help. It took 2 days and 3 phones and 2-3 hours of talk time ( on my part ) maybe 10 mins of your part as I had to run the gaunlet of recorings and discos b4 finding a person .....

    kuku 11/29/09 10:11AM

  • i have had the worst experience ever. i ordered a phone two days from thanksgivivng i was under the assumption i was getting the phone wednesday. later i was told the order was canceled. i wasn't told why and i was told to go to the tmobile store to either get the phone. when i got there the sales rep was trying to charge me an additional 100 dollars for the same phone and that was rediculous. the staff needs customer service training.so now i have no money or a phone whaT A deal. i had my family switch to this company we may have to reconsider.

    mizz.bizz 11/28/09 11:05PM

  • The part that I do not like about T-Mobile is that they were quick to tack on the 200 termination fee... so when I called to get re-instated and to get another phone, I was able to do that if I was to pay the first bill. Now when I was about to do that, they telling me that they do not have the phone on file so they told me that I had to call the company and the company had to call tmobile and verify that I returned the phone the first time... so i called the company in which was through best buy and they said that they do not call tmobile, tmobile has to call them...

    so i got on the line and talked to an ANDRE and I explained to him that I spoke with MATTHEW and SANDY... he didnt understand me at all and I was telling him to call the best buy company so that the company can verify that I have returned the phone

    ANDRE was rude and when SANDY told me that I could get a full discount on a phone, ANDRE said she stated on there I can get a partial... now this is where I get upset because everybody telling me something different

    I know that my credit is going to be messed up because of this but I REFUSE!!!!!! to give T-Mobile any money if I keep getting the run around...

    I dont know why i'm boo-hooing over their terrible service cuz I mean I have verizon so im goood!!

    tmobh8r 11/24/09 3:25PM

  • Worst after SPRINT. T-Mobile it's time to overhaul with your poor service, inexperience and lack of knowledge Customer Service Representative and too apologetic.

    joe 11/24/09 4:46AM

  • I HAVE NEVER BEEN TREATED AS BADLY AS I WAS WITH T MOBILE THEY DONT KNOW THIER ASSES FROM THIER ELBOWS THERE ARE AMY THINGS THAT NEED TO BE CHANGED. 1. BRING CUSTOMER SERVICE BACK INTO THE UNITED STATES BECAUSE THE PEOPLE WITH ACCENTS ARE NOT HERE IN THIS COUNTRY WE NEED THE JOBS CHEAP ASSES. 2. TRAIN TRAIN TRAIN THEM TO USE SOME COMMON SENCE AND STOP MISINORMING THE CUSTOMERS. 2. TEACH THEM NOT TO APPOLOGIZE TO THE CUSTOMER IF THEY CANT HELP THEM THAT JUST PISSES THEM OFF EVEN MORE. OH IM SORRY WE TOOK ALL YOUR MONEY BUT THERE IS NOTHING I CAN DO FOR YOU. NOT OK!!!!! 3. MAKE SURE YOU CHANGE THESE THINGS OR YOU WILL SEE NOT JUST ONE CUSTERMER LEAVE BUT MANY BAD NEW TRAVELS FASTER THAN GOOD NEWS. BUT THEN AGAIN BESIDES SOME OF THE REPS IN THE STORES DOESN'T COSTOMER SERVICE BIT THE BIG ONE!!!!

    Anonymous 11/21/09 5:22PM

  • I was treated like an idiot by and idiot for hours and nothing was accomplished. Enough said.

    QT 11/18/09 6:26PM

  • The customer service at T-mobile is horrible. They lie about their charges and to justify it they say that "it isn't included in the notes". I've been a customer for a while and instead of trying to resolve the problem and keep me as a customer they just try to make it seem like its your fault. Ill deal with them until my contract is up then cancel service and buy a phone without a contract. Ill also recommend this to everyone I talk to and I'll continue to get the word out there that any cell phone co. is better than t-mobile. Im not going to just lie down on this one.

    Anonymous 11/17/09 11:35AM

  • I can never reach anyone from customer care at anytime of the day , the only time I can get a hold of someone is when its time to pay a bill. Its very upsetting!

    Anonymous 11/14/09 2:35PM

  • you are a horrible company every time i call to get something fixed you just jerk me around when my service plan is up im done i will make sure everyone i know knows about your lousy customer service i cant even get you to put my name on my phone# for caller ids

    kmlackovich 11/7/09 5:22PM

  • i have been calling t mobile customer services for last 4 days regarding the same problem.i requested to speak to manager which i was had advisers hanging up on me. once one advisor put me on hold for 15 minutes and didnt come back and i had to disconnect the call and call again costing me 25p each time.i could even hear her in the backround shouting in some other language for 15 minutes.i am going to report to watch dog as i have recorded few calls myself on my phone.

    Draja 11/7/09 3:34PM

  • My comments is. I've been trimg to contact Amy body at custmer service for two days I have nobody to get talk too. Until now almost midnight now

    lisabeth9 11/5/09 10:14PM

  • My daughter and I discontinued our service with T-Mobile for lack of service in our area. My daughter spoke with T-Mobile financial division in September at which time T-Mobile gave us credit for early termination which left us the $200 for terminating my Sons phone. My daughter asked the finance dept 3x and clarified with them the $200 is all we owe and T-Mobile said yes. I called to pay the other $200 termination fee and was told I had an additional $293...I said no I was told all I owed was the $200.

    I called back again about a week later to resolve this matter and was now being told I owed $593. I have called back several times and I am being told my balance stems from two months passed due...no way I told them. I am also being told we owe for phones which were never credited....I now have to call back again but this time I need someone who can solve this problem instead of being told there is nothing they can do and I owe the $593. HELP!!!!! T-Mobile has the worst customer service and will not take the time to research my account.

    Judy Wooten
    Canyon Lake, Ca

    jenrl56 11/5/09 1:16PM

  • I am a very unhappy customer due to T-Mobile poor service. First I would like to start with the free airline flights, servers being down. Searching error messages on my phone, and replacement of my cell phone.

    I never was able to utilize the free flight promotion due to scam. That was not true T-Mobile did that to get their customers to sign up for 2 years or renew for 2 more years.
    Secondly, T-Mobile never call their customers to alert them of a problem and never just give you credit for that down time which T-Mobile knows about on their end (server).

    Thirdly, I replaced two side kick hone and was charged a $100.00 fee for one of the phone being unwarranted, so that’s what T-Mobile told me after the fact of telling me everything was okay with the two returned phones. I paid my bill and swallowed it all. However, that was not fair and my money today is very short due to economic times. I them replaced my Motorola phone and I received the package and never received the phone, called T-Mobile to let them know. I contacted toile again and they said the phone was delivered and that’s it. Why did T-Mobile just send me another phone? When at first the color phone they should have sent me was orange not canary color. But I did not complain. But now I am tired of customer representatives not going beyond their line of duty to satisfy their customers. I am not talking about all of T-Mobiles representatives.

    Yesterday I was watching the news and T-Mobile was on the news about their servers going out and customers can not use their phones. So this is why I decided to write this complaint and voice my opinion.

    I cannot reach t-mobile representative due to a long waiting time, it's the worst.

    Sincerely yours,

    Deborah DaCosta

    Anonymous 11/5/09 10:24AM

  • On 2 November I contacted T-Mobile tech support for a blackberry mobile phone problem. During the process I was forwarded to a level 2 tech support person named Destiny B. This was the worst customer service rep I have ever encountered in my 10 years with T-Mobile(and its predecessor companies). I could hardly understand any words this person was saying, since it sounded like she had gum or food in her mouth while talking to me. In addition, I have not encountered anyone who talked as fast as she did -- making the conversation almost totally non-understandable. When this rep reaslized she could not help me, she indicated she would forward me to the necxt level of customer support, and while so doing, I was disconnected from the call. I am writing these comments to advise T-Mobile that this tech support rep does an enormous disservice to T-Mobile's reputation and to T-Mobile customers.

    Richard Kozak

    Anonymous 11/4/09 6:21PM

  • I now understand why they're so cheaper than the competition. Their service is simply horrible!!
    Calls keep disconnecting, when I call tech support from my land line usually the call just hangs up, they told me they'd preform something that I requested - nothing was done.
    I've been with them less than a week, and already figured out the hassle is not worth saving some extra bucks.

    Cali Girl 11/4/09 11:58AM

  • I don't understand what is wrong with t-mobile but I am not able to make calls, recieve them or make/recieve texts, internet,etc. The webpage is down and customer service phone says its somehow busy! Are we going to fix this so that we can pay our bills? It's nice to have the option to not have a paper bill but not when things like this happen!

    D 11/3/09 7:38PM

  • I can't send text messages and I'm unable to to get phone or online support. This is terrible. It's not 10pm yet so someone should be available.

    Bosslady 11/3/09 7:36PM

  • Not a promising one. They lie abt crediting us for the loss of our addressbooks, notes, etc for Sidekick pagers.

    Don't trust Tmobile. I'm ready to file against them with proofs of text msgs and copy of their posts in Tmobile forums they can't hide!

    Here is one of those:

    "FREE T-MOBILE MSG: Sorry for your disrupted data service. We will automatically credit your account for 1 mo data charges. Details at t-mobile.com/sidekick"

    Wolfie 11/2/09 9:47AM

  • Lousy customer and technical service. I will never use this service again

    Anonymous 10/30/09 7:23PM

  • This is the worst company ever. I tried to upgrade my old phone and could not do it because their website is down and they couldn't give me the phone that was offered for free on-line when i reached by phone. They have a terrible website. If you offer phones for free on it why i can't have the same access over the phone.

    What is the big deal? In this economy, they should be able to offer any phone at the same price as they advertised on-line. Other companies don't even need a contract and they even give you a free phone, but not this company. I am a customer for 4 years and i been paying monthly, but they were not able to give me the phone for free as it was offered on their website, they decided to lose a faithful customer. Those managers should take training so that they give solutions when you speak to them and not to tell you over and over the same bs that the representatives tell you all the way at the begining. very upset.

    ariz 10/25/09 5:05PM

  • I am a Tmobile Prepaid customer because that is the plan that works best for me. I called customer service twice about the same issue. The first time I called the customer service rep said she didnt know how to fix it and would turn it over to her supervisor and it would be resolved in 72 hrs. Today I called customer service (at least a month later than the first time) about the same issue and I was told because I have a prepaid plan that they wouldnt help me and she even suggested that I call my land line company to have it solved. I explained that it wouldnt be my land line companies problem because I don't get cell phone service through that company.
    Here is the issue:
    When I call a land line with my TMobile cell phone on the land lines caller ID my cell phone comes up as a different name...not my name.
    I have had this cell phone since July and no one I call on a landline wants to answer if I call them with my cell phone because they think it is another person.

    Karenrae 10/15/09 11:59AM

  • It sucks. We have 3 phones. To make a call we have to go out of our home as the signal is very poor. I have to fight for nearly 1 year to get my NOKIA 6263 rebate. Customer service is very bad, they will always come with some reason. Waiting for 9 more months to get out T-mobile.

    RAJ 10/11/09 7:09AM

  • Worst Customer service ever - There is only 1 level of support for their customers - 1st level. Higher level customer relations DOESNT even have a phone number for their customers to contact - Imagine....A Phone company that doesnt have customer relations phone number....what kinda service would you expect out of this company?? If anyone thinking to switch to tmobile - DONT !

    macsimuss 10/5/09 3:45PM

  • TMobile ripped me off $100 off my rebate. I went to their store to see if I was elligible to renew my contract and upgrade my phone. THe sales guy looked up my account and told me yes, and also said I could have the SAMSUNG GRAVITY for Free after a $50 mail in rebate. I have two lines on my family plan and renewed both lines. So I trusted the guy and renewed my contract for 2 years. He printed my rebate and I filled it and sent it in and after not having recvd my rebate for $100 they now tell me that that rebate required a $14.99 data plan per line. and since I dont have that they cannot give me my $100 rebate. They now blame me that I should have read the fine print requirement. So now I am stuck with a 2 year contract and out of $100. I called customer service and I got the worst service. After puting me on hold 5 times they tried every argument in the book to hold me responsible for not reading the rebate form. How about the rep who sold me phone and misinformed me. He had complete acces to my account. Funnier the rep wanted to me to sign up for a $25 DATA PLAN and if I did so she would give me $75 towards my monthly bill. So to get a $75 rebate I have to sign up for a $25 plan and funnier when I asked to speak to a supervisor, the supervisor reduced the offer to $50. I HATE THIS COMPNAY and their service. This is what you get for being a customer with this company since voicestream day. I AM COUNTING MY DAYS DOWN TO 2011 JAN WHEN MY CONTRACT ENDS. I ALSO AM CONTACTING FEW OF MY FRIENDS NOT TO RENEW THEIR CONTRACT WITH TMOBILE SOON

    destiny7606 10/1/09 2:49PM

  • T-mobile sucks,
    I was insulted by this sales, I was there today to reactivate my account, however, she looked at my cello phone i brought and said I stole that one, and asked when and where I got it and keep saying that is not my cell phone,,etc...
    and had this bad attitute through out 2 hrs.

    she made mistakes, my new # was not working at all, and i went back to store, and she insulted me again on my cell phone... how can T-mobile hire someone like this as a sales????

    t-mobile sucks 9/3/09 7:52PM

  • I called T-Mobile customer care to disconnect my Data package only. First the girl tried to disconnect my line and charge me $200 dollars but I stopped her. Then I asked to be sure I would still be able to access my tzones without a data package. She said yes that would be fine. 32 days later I cannot access my T-Zones and they state it is because of not having a data package. I say skip T-Mobile and go to boost. Unlimited calls, text and web for 50 dollars a month

    Anonymous 8/15/09 8:45AM

  • very poor customer service. spent over twenty hours over three days. refused to isswue a refund for services that were not recieved. screwed up my account and split my lines when i was on a family plan. i have since canceled srvice with tme and will be looking to an attorney.

    dwatkins_1980 8/5/09 1:15PM

  • Bewareif you disconnect your plan you will be charged $200 per phone line. If you have 6 phones on your plan you will be charged !$1200!. No ifs, buts, etc. Nobody will listen to your complaints. The represetatives are very rude and will keep saying you are not listening even if you have been on the phone for an hour with them. They will not give you back a cent.

    Anonymous 7/29/09 7:47AM

  • This is a problem now. It is almost impossible to reach T-Mobile customer service.
    On three occasions in the last two days I have waited 30 minutes plus each time with no one picking up.
    This is not customer service.
    It is very poor.

    Friend of All 7/7/09 7:33PM

  • Iam a angry customer because of t-mobile whos staff has lied or dont know what there selling to people or dont give a danm. i renewed my contract because i was told by staff that this new tariff will suit me because of the way i use my phone, only to find out on my next bill that they are still charging me for phoning&texting outside my allowance!!!
    they say they will contact me within 5 working days & its been nearly 2 weeks and no reply. Very angry that i trusted t-mobile i want out of this company... there customers service has been rubbish and i dont trust what they say anymore!!!!!!!!

    sony ericssion c905 6/23/09 9:24AM

  • Please discontinue or change the answering machine, the machine doesn't understand any of my words even simple ones like "yes" and "no". I spoke clearly when i said no the machine and it started the whole process all over. I was not able to make a payment through the automated system because it just isn't working properly,"give it a try yourself". Very annoying and a wast of time and that's put nicely.

    Anonymous 5/9/09 6:00AM

  • I am not very happy with the T-Mobile service at all, I have been billed for duplicate text messages.I spoke with a least four different managers about the duplicate text messages and no one seemed to want to remove the extra cost from my phone bill. After about call T-Mobile for three weeks I was credited approximately 25.00 to my account. How eve my bill was still higher than usual an T-Mobile would not compare my Sun com bill to their supposed current bill with them. I asked them to compare the bills B/C I know I am not an individual that text often yet I was being billed this astronomical amount for texting "sooooo much over my texting limit" My current sun com phone was damaged and I attempted to receive a placement phone, well I was waiting on my replacement phone to be mailed tome I was given a loaner phone; the loaner phone did not work well at all I could not hear on the loaner phone. Took the loaner phone back purchased a black berry with out renewing a contract with T-Mobile and the reception on the Black Berry was horrible. Over all I miss Sun Com.

    Suncom_missed 3/2/09 8:23AM

  • I'm a current customer of T-Mobile and called on my due date of my bill. I am not the primary account "person" but am approved to discuss the account with T-Mobile representatives. When I called on the due date, I was told we had 7 days until any type of suspension. I also had a new payment cycle set up which will start momentarily. Which means we'll be getting a partial bill (along with the one that's due within the week). Anyways, when I talked to the billing representative (on the due date) she said she needed a partial payment, at least, and I said I would have the primary account holder call back. Assuming I had the 7 days, as I did the previous month, to hold us off until we got the new "bill" for the new billing cycle. This wasn't anything different than we went through the month earlier. Two days later, the phones were suspended. When we try to get through to the billing dept. we CANNOT talk to live person! All they want is the full amount! So what now? This plus a new bill?

    mama_got_jeans42 11/11/08 8:57AM

  • MY Daughters Phone screen went crazy I called customer service, and they told me if it was under warrenty they wuld replace it for free. If it wasnt I would have to pay for it. I told them the phone was free and if it was not under warrenty then i would throw it away and get a new phone at the store. The guy said if it had not gotten wet it would be under warrenty and they would send me one out and i would have to send hers back. The new phone came and the same thing happened I called them back and told them the same thing happened (EXACTLY THE SAME THING) SO it wasn't her fault. SO they sent us another one with the same understanding as the first one then 2 months later i got a big bill saying the phones were not under warranty. NOBODY would agree to this if they got the first phone free. You would throw it away and get another one FOR FREE!!! WHAT A SCAM!

    Anonymous 10/17/08 6:07PM

  • Submit your comment >>
  • tmobile we miss your service customer as well as phone service was a customer for 7years. moved and coverage was not as good where we moved and roaming for you was an issue and you let us go hope to be a customer again other phone company not as professional

    andrew 8/25/10 2:33PM

  • I have been a T-Mobile customer for 6 years. Over time I have been very happy with the ultimate outcome of my customer issues with their 611 help line. I have intentionally steered clear of their stand-alone stores because I have experienced 'less than' what I've come to expect with phone exchanges. 3 years ago, after finally resorting to a real letter, sent to their corporate office, I resolved a very difficult situation to my delight. I still find their phone reps to be pleasant, but often they give conflicting information, which can lead to bad decision-making on the part of the consumer. Today, a problem with my 5 month old phone was resolved in a less than satisfactory way when I was told that my phone would be replaced but no one could tell me if it would be replaced with a refurbished phone. Not on the phone, not when I get the phone, not after I have the phone in my possession. This leads me to believe two things: T Mobile does know at some point whether the phone I will be given is new or refurbished AND T-mobile probably replaces all their defective-during warrantee or insurance replacement phones with refurbished units. It is time for another *real* letter, as far as I'm concerned. My brand loyalty, which has in the past helped me overcome poor reception when I travel (to some places), convlicting/confusing information and incorrect billing(which is always fixed but does take time)may be on the wane if I can not get a truthful answer about the refurbished equipment. IT's not that I don't want a refurbished phone, it's that I want to know if it is refurbished, even if I have to wait until it's in my hot little hands. Time will tell.

    Anonymous 8/25/10 12:15PM

  • I have struggled for the past year to find someone at Tmobile that actually know what they are talking about.I just wanted to let you know that Carlos a TMobile employee at the Irving Mall location was the most patience and helpful person who helped me trouble shoot and fix my non working phone and I appreciate the time he spent explaining the details of the problem with my phone and how to fix the phone. He knows his job well and I know in the future should i encounter problems with my phone i will go to him first. He is the most reliable employee i have had help me in the past year and a half that i have been a T Mobile acct user. Thanks again Carlos.

    iislas104 8/14/10 2:02PM

  • I have been a T-Mobile customer three times over the past years, and have always felt the CSR's were the best part of the company. I had to call them many times after I first got service to check on available services for a business account and correct a phone number issue. I probably spoke to a total of 10 CSR's total - I had a VERY weird issue which they did resolve.

    Both times I had to cancel in the past were due to being in areas service wasn't available, and I wasn't given any hassle about it. They just dropped the plan and wished me luck.

    As far as T-Mobile's service goes - well, they are a small carrier that mainly covers the interstates. When you check their coverage map, be sure that at least SOME green is where you want to use service the most - just because they have a roaming agreement today doesn't mean they will tomorrow.

    p38fln 8/3/10 7:41PM

  • I find that T-Mobile is a really good company if you actually take the time to read about what you are signing or if you have coverage in your area. If you have no coverage, and don't ask to see the coverage map, then you shouldn't blame a phone company for your stupidity. As far as customer service goes, remember that that is with any company, not just T-Mobile, they help the paying customer first, especially since the representative that helps you gets paid anywhere from 250-400 dollars for your contract signing. Lastly, remember that they can't talk to you if you are not the account holder to avoid lawsuits. All in all though, I am rather happy with T-Mobile, no dropped calls, but then again, I actually live in the service area. for those that experience dropped calls, Try Moving into a city and getting out of the rural areas already.

    Ashfyr 7/20/10 5:51AM

  • June 15, 2010

    I just returned from the Dearborn Heights, MI store. I was very impressed with all aspects of my service. The young women who initially gave me information was very helpful and knowledgeable.

    Jeremy is the staff person who took care of all details. He is an asset to T-Mobile and should be teaching retail staff everywhere how to treat a customer.

    He was extremely helpful and knowledgable. He answered all of my questions,which were many since I am technology challenged. He set up my Sync and took the time to write down a few extra, easy directions. Offered some information that I probably would not have thought to ask.

    Anonymous 6/15/10 10:57AM

  • i love tmobile customer care they always helf me out ... its the best ... the only issue is that i dont have reception everywhere ... but I LOVE TMOBILE ... n they love me too lol

    Anonymous 6/2/10 5:18PM

  • T-mobile has bad business practices.Our government needs to stop phone,cable,ect companys from charging $200 or more when we cancel early,$50 is more reasonable.Tmobile pages must be read in fine detail to know if you will be fined.I bought a smart phone and renewed my contract.Then I am charged $200 for using one of their phone service contracts that was only for non contract users,I didn't read the bottom of the page,so I didn't know this.What a scam.They did remove the $200 charge and returned me to my former plan.In 2 years when my contract is up,I will cancel and leave this scam company behind forever.Time for phone regulation with these bad business moves.

    Anonymous 5/28/10 4:19PM

  • I have rarely had to contact T-Mobile, which is as it should be. But when I have contacted them, they have been easy to reach, unfailingly polite and helpful. I'm not sure who these other people are getting, but at least whoever answers for people calling from L.A. area telephones are terrific.

    Anonymous 5/14/10 10:27AM

  • I just completed a call to confrimed coverage in Kalipspell, MT. Not only was I helped, I was given guidance on how to selct a manual set up for coverage while I was away from home.

    I am very suprised by the negatvie comments that I am reading on line, I have been with T-Mobile for years and plan on staying with them for some time, my experience has been excellent!!!

    Anonymous 5/2/10 5:06PM

  • I've been with three different mobile phone companies (verizon...sucks, AT&T....worse, & Sprint....Okay); none of them compare to T Mobile's customer service. Now I'm not rating their drop calls and or mobile connections because as far as I'm concerned no one can beat verizon. However, I try to weigh the odds lesser drop calls and cheaper monthly bill and outstanding customer service as apposed to then them taking my arm, leg and heart for collateral against the high *&^^& bill every month with Verizon. Cudo's to T mobile....outstanding service!

    Anonymous 4/29/10 5:59AM

  • Rec'd. comprehensive, courteous and efficient service today.

    Anonymous 4/21/10 4:11PM

  • I've had reasonable success with T-mobile support, and am actually surprised at some of the negative comments. My SIM card failed a few weeks back. I was able to speak with a CSR in a slightly long, but reasonable amount of time (about 10-15 minutes). They offered a few troubleshooting suggestions, and finally recommended I stop by a T-Mobile store. I did, and the retail person at the store was extremely quick and helpful. I've been a T-mobile customer for almost 10 years now, and have been satisfied with the service I've received.

    callit 4/17/10 3:14PM

  • The absolute best customer service by far!!!! I have been with T-Mobile for almost 2 years now and I love the service, the products, customer service, everything! I changed to T-mobile because my last cellular provider had the worst customer service ever. I have never had to hold more than 1 minute no matter what I was calling about. They always go above and beyond my expectations. Everyone I speak with is happy and willing to help me, my husband has said the same. Way to go T-mobile on excellent service. I will be a customer for life!!!

    Anonymous 4/15/10 9:11PM

  • just wanted to say that Laura, a rep you have working for you is great. She worked with me for over 20 minutes to resolve my bill.(overture of minutes) which in the end t mobile was at fault.She actually cared and took the time instead of the other reps who may give you 5 minutes of there time.Kudos to you Laura ! Keep the great work

    robynandjosh 4/13/10 7:40PM

  • i think t-mobile is a great phone company i had t-mobile for about 6 years and once in a blue moon i have a call drop but other than that i love t-mobile and i will be with them for about i don't know 10-20 more years i now have a storm i love it so much

    rbrena 3/29/10 7:35PM

  • I had the best service in the Auburn Rd. and lancaster store ever. Generlly I would not go to this store because of the bad service, but I had Sara S. on monday March 22, 2010. She was extremely helpful and had saved me on my account. She had knowledge of service as well as great people skills. A wonderful personality and smile. She had transfered from Bend, Orto this Salem Or store.
    kudos to Sara! thanks, Cathy LaBrasseur,Salem OR

    cathyscreations 3/24/10 2:53PM

  • Fantastic experience every single time I call T-mobile. They have the most professional and upbeat support staff I have ever spoken to. English speaking Americans with a smile on their face, what more could you ask for. Not only that they do what you ask for. Amazing company. I truly am just a regular customer. Got the G1 on Halloween 2008 and have been loving it ever since.

    magnus007 3/11/10 3:19PM

  • OH MY GOD! I cannot believe these ratings, that sucks. T-Mobile has THE BEST customer service of ANY phone company out there. I've been with them since 2004 and I've had alot of issues and never once have they argued, questioned, charged me or been snappy or rude. They have always taken care of the issues the first time. Ya, the calling service might have a few glitches, but the customer service is 5 star as far as I'm concerned. I don't know what has happened with these people but they've been unlucky with the service or something because these ratings should be alot higher. Well keep up the good work T-Mobile, your doing great in my book! sheila c.

    luvkylee 3/9/10 4:44PM

  • I have the Motorola Cliq phone which is great. I called customer service because I lost the Myfaves icon on my phone. The customer service rep reset my phone but unfortunately all my phone contacts were erased in the process. The rep did not know how to retrieve the phone numbers. She told me to call Motorola to see if they can replace the numbers. I called them which was a complete waste of time because that rep did not know how to retrieve the numbers either. After talking to 3 reps with NO knowledge at all, I finally got a hold of rep 1221271 Mike B and he really thought outside the box and retrieved all of my contacts. Mike had a great attitude and went above and beyond to make sure my phone was working properly. Please take note that all the trainig at Tmobile should be consistent across the board. The problem should have been fixed on the first call, which is top of the line customer service. Thank you Mike for your GREAT customer service!!!

    Anonymous 3/8/10 6:28PM

  • ive have tmobile for the past 5yrs have never had a problem..i love there customer serivce always eager to assist me with all my concerns.I LOVE TMOBILE....

    LT 2/26/10 11:53PM

  • i have been with tmobile for 6 years and all i have to say is i enjoy this company. The customer service is great, if 1 doesn't have what it takes to answer ma question they always connect me with another person. I have 5 lines with tmobile unlimited everything and a great price to go along witht that. And the new phones are great also!!!
    me and my family enjoy tmoible and i dont believe there is another phone company that can help me.
    my friends who have at&t, verizon, sprint are always complaining about how much they have to pay.
    so am satisfied with tmobile!!1=]

    zam 2/17/10 2:59PM

  • The best cell company I have had as far as customer service. Whether in their stores or on the phone, they do their best to help me save money and get the most services. If the reps have to spend 30 minutes sorting through all my lines to get me what I need, then they do it. They have never rushed or made me feel like they were doing me a favour and that I was wasting their time.

    I recommend them all the time. I have been happy with them for many years now.

    just-a-guy 12/19/09 10:18AM

  • T-mobile Rocks! I've been with them for years, and any time I had a challenge or problem with the service the 1st person I talked to was able to fix it! Whatever you do, never go with the Verizon even the VP's can't make a executive decision. Verizon sucks!

    Anonymous 12/17/09 7:54AM

  • Honestly most people look for sites like this when they have a complaint... well I don't I was just curious because my brother is having major hassles with SprintPCS who I dropped like a mill stone in the deepest ocean years ago.. All in all I have been with T-Mobile for 5 years now and have had a very pleasant experience with them.. coverage is a bit poor but customer service is awesome! T-Mobile really does recognize when you have been with them for a while unlike other providers that just couldn't give a .... ha well I have the MT3G and it works great just would love to see better 3G coverage but all in all T-Mobile is great!

    Sheldon 12/6/09 6:57PM

  • I can't imagine ever leaving T-Mobile as my wireless carrier. Yes, others have fancier phones and larger networks, but phones will break and fees will pile up. But quality customer service is hard to come by and T-Mobile has the best I've ever seen in any business.

    Here's the best example: because I had spent hours on the phone arguing with Chase Bank (one of the WORST customer service businesses out there), I had gone way over my monthly minutes. I called T-Mobile just to see if anything could be done and they said they would just charge me $10 to raise my monthly minutes for that month instead of the $31 and counting I was looking at for exceeding my current plan. And then they said they would just drop it back down to my normal plan after that month.

    At another company, that's a service rep who's probably breaking the rules to help you or at least going out of his or her way after a long argument. At T-Mobile, a move like this IS the rule. They're the tops.

    MattCollider 9/30/09 9:09AM

  • the customer service was very helpful (

    jenniebaby 9/20/09 6:03AM

  • I have been a T-mobile customer for 4 years now. I still have my original billing plan. Customer service has always been very helpful. love my hot spot at home for only $10.00 a month. Just the other day I had a rep at a local mall hook me up for an additional 15% discount. This pretty much will pay for the hot spot so it will be free. I love T-Mobile and I think I will be staying with them for a long time!

    RLS 9/14/09 8:49PM

  • Got billed accidentally for text messaging twice, but I found it very easy to reach a CSR and they were extremely nice and apologetic. Didn't argue the issue at all.

    Beeger 8/6/09 1:07PM

  • In the past year, T-Mobile has vastly increased their customer service care. They have solved a great number of my issues, or directed me to the proper routes to do so. They are always extremely helpful with Blackberry support, and very friendly.

    gpia7r 8/5/09 1:57PM

  • Very good customer service, I spoke to a representative very fast. Answered all my questions.

    Anonymous 8/3/09 3:04PM

  • Top notch customer care. I had an issue with my Blackberry not allowing me to receive MMS. They were able to fix the problem and even get me a new SIM at a store. The store professional was exceptional as well in Fort Lee, NJ.

    Anonymous 8/3/09 8:53AM

  • They were very helpful and gave me all the information i needed. :D

    Anonymous 7/20/09 9:22AM

  • Tmobile will support any phone used on its network to a minimum. I enjoy my T-Mobile svc and currently have both a regular account for myself and a flex acct for my 13 year old son it works out great. I chose the monthly plan instead of the contracted one since I already had an old phone. I bought my SIM card and my son gets to use the phone just like a reg plan. Whats the best part is that if he does not have the 48.57 due at the start of the cycle the phone turns off(since he may have been grounded or missed some of his allowence money because he did not do his chores) so after about a week with the phone off he doesnt pay the 48.57 but the amount that is due for the remainder of the cycle only 3 weeks of svc which is about 35. The bill has to be pd at the beginning of the cycle or it turns off so I never have to worry about him going over min or high bills. They wont let you do payment arrangments on flex. Great way to teach responsibility and make him do his chores lol

    Anonymous 5/18/09 10:53AM

  • Submit your comment >>
  • Hello I am a former employee of tmobile in the call center most of the negitive coments are issues that could have been resolved if the rep was knowledgeable unfourtunatly i have noticed a recent trend with tmobil to fire long time employees who take the time to think out side of the box to resolve issues for customers empoyees who have been with them through all the changes and know how to find information on old issues because these employees take to long and becuase a lot of these employees feel it is wrong to give a customer push back when they need to remove services to reduce bills or to sell a product the customer does not need It is really sad to see such a great company go down hill so quickly espicialy when i see the negitive comments and know that 9 of ten of those calls could have been resolved easily

    bluevelvet 8/3/10 2:46PM

  • Hi! I posted a comment in the "employee comments" (the ONLY one so far) and the reason the ratings are terrible on this site is because normally people don't share their "good" experiences, unfortunately. Happy to see feedback from those of you that have positive comments. Maybe someday good experiences will spread like wildfire, instead of the opposite!

    anonymous 4/13/10 6:15PM

  • Hello Everyone!

    I worked for T-Mobile customer service for 6 years, mostly with the Business Care and Offline Department (answering e-mails faxes etc.), but I also worked on the phones with the customer service department, I really enjoyed my job and loved being helpful in resolving any issues or concerns voiced by T-Mobile customers. I understand the comments posted below, and just wanted to say that overall, T-Mobile has a great team of customer service representatives that in most cases will try their best to resolve issues. (not to say that they are ALL perfect) but please don't let your individual experiences sour you against this company. I realize that negative experiences are FAR more impacting and faster travelling than good experiences, and I've had a few myself. The bottom line is, T-Mobile has won awards for "Best Customer Service" for a reason. I wish I could help everyone who has posted a negative comment on this site, because I believe in this company, and 100% of the time, if you have a valid issue that needs to be resolved, it will be. Don't let a few bad apples spoil the bunch. We are not "monkeys," we are human beings, and ALL of us can relate to having billing problems/issues with companies that service us. We have ALL been frustrated with a customer service department at one time or another, and I can speak for the bunch I worked with, WE DO CARE and WE DO understand. Please don't take out your frustrations on the customer service representative you reach.They truly are there to help you, and they don't deserve abusive language or name calling. You will get your issue resolved if it is valid.I like to give customers the benefit of the doubt, but the truth is, there are dishonest people out there, and policies are in place that CSRs need to follow. If you state your case and there is truly an issue where T-Mobile has made an error, it WILL be fixed. Speak to a supervisor if you need to.

    Thanks for reading my post!

    Anonymous 4/12/10 4:18PM



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