T-Mobile Customer Service Issues

Hello, I am Maureen Ochel at [redacted]. My son, George Ochel, his fiancé, and I recently switched to T-Mobile from AT&T. After calling T-Mobile for information and passing it to George, I received a $[redacted] bill for an account I don't have. The account belongs to George. T-Mobile is trying to deduct the money from his account. I'm unable to reach anyone at T-Mobile as the recorded message disconnects when I explain the situation. I need guidance on how to resolve this issue. Kindly advise. You can reach me at [redacted] or by email at [redacted]. Thank you for your assistance.

I have a family plan with 4 lines. When we added the 4th line, we got a promotion for a buy 1 get 1 deal on the Samsung S21 Ultra. The 4th line's phone was paid off, while the other device was under an EIP, so I only had to pay a portion of the full price. After 5 months, the 4th line needed to be billed separately, so we did a change of responsibility. However, when I received the bill the next month, the promo for the phone was removed, and I was asked to pay the full price without any discount. Despite contacting customer service, they explained that due to the change, they couldn't reapply the promo. Now, I'm left with a bill of $[redacted] for the device, feeling frustrated as there was no service cancellation, and I wasn't aware the promo was connected to the account owner's number, not the additional line.

Unfortunately, my spouse passed away on 3/27/[redacted]. Prior to her passing, we discovered that two ghost phones were added to our account by a T-Mobile employee when we visited the store to replace a damaged phone. I was promised that the phones would be removed, the employees disciplined, and our account credited for the charges. Despite numerous calls and even sending her death certificate to familysprint.com, I have received no resolution. The account was mistakenly renewed for 20 months, which I did not intend. I am unable to access the account as I do not have the pin number, but I know the correct answer to the security question. This situation has been incredibly challenging during this already difficult time, and the lack of progress has caused me great frustration. If this issue is not resolved, I will be forced to take further action.

I am in my late 70s and purchased an Easyfone Model Prime-A7 through T-Mobile's senior program. I tried to activate the phone today, but the customer service representative insisted on my social security number over the phone, which I declined, leading to the service being declined. Is there an alternative form of identification, like a valid driver's license, that I can provide instead? I simply wanted the unlimited talk and text plan for $20 a month with all taxes and fees included, set up as a prepaid account with a $50 deposit. This phone is crucial for me to stay connected with family and friends who are out of state. I do not need data as I find it confusing. I have a landline overrun by robo calls and an old Trackfone no longer supported due to satellite issues. Despite having prepaid hours left, I am unable to resolve this over the phone with Trackfone. My housemate can be reached at the email address provided and will take me to a nearby T-Mobile store this week. Thank you for listening; I feel exhausted having to deal with all of this.

On July 1, [redacted], I noticed that three lines were removed from my account, and I was informed that my plan was changing from a seven-phone plan to a four-phone plan. As a blind and disabled veteran on a Military plan, I visited the store with my mother today and realized I was still being charged for seven lines instead of four. Despite multiple attempts with customer service, they insisted my account was valid, even though I only had four lines. I have been overcharged by $75 each month since July, plus tax. The supervisor mentioned they couldn't issue credits, and the manager was unavailable. After almost a decade as a loyal customer, I am disappointed by this situation and just seek a credit or refund for the extra amount paid due to T-Mobile's error. Thank you.

I have been experiencing difficulties contacting T-Mobile/Sprint due to service problems related to fraud. As a T-Mobile/Sprint customer, I feel scammed by the roaming service, particularly the unlimited 2G/3G data usage. It seems they are now charging $25 for a 7-day pass to access 4G service during international travel. Currently in the EU, my new 5G phone purchased in the USA cannot make calls or use data. Upon consulting with Swisscom IT, I learned that like the USA, the EU is phasing out 2G and beginning to upgrade to 5G, rendering basic T-Mobile/Sprint plans ineffective without paying for the upgrade as confirmed by Swisscom IT support. Despite T-Mobile's assurances of service, I was unable to make calls or use the internet. Using Skype due to lack of service, I contacted T-Mobile/Sprint customer service, and after explaining the situation, they agreed to refund my $25 acknowledging the 2G/3G issues internationally which have been ongoing for months.

I visited T-Mobile's website last night to switch my cell service from Verizon. I couldn't finalize the order online due to a credit freeze, so I called to complete the process. After providing security answers, I got approved for an iPhone 13 Pro Max with $0 down payment, selected the color and storage, and added AirPods to my order. I paid the activation/sim fee and was informed about a $64.99 payment in-store. Despite expecting an email confirmation of my order, I only received a confirmation for the SIM card. After contacting multiple representatives and supervisors for six hours, my issue remains unresolved. Some representatives provided inaccurate information, and the amount I needed to pay varied from $64.99 to almost $[redacted]. I spent the entire evening on calls with them, but my problem persists, and I feel they are not putting in enough effort to fix it.

Last night, I visited T-Mobile's website to switch my cell service from Verizon. I couldn't complete the order online due to a credit freeze on my account, so I had to call in to finish the switch. After verifying my identity to lift the credit freeze, I was approved for a $* down payment on an iPhone ** Pro Max and selected the color, storage capacity, and added AirPods to my order. I paid the activation and SIM card fee during the call and was informed I would pay $**.** when picking up the phone in the store. The sales representative, A., advised me to check my email for confirmation. Upon checking, all I found was a SIM card order. After calling back, it became apparent that the whole order wasn't processed correctly despite speaking with multiple representatives and supervisors from different departments over the course of * hours. There were inconsistencies in the information provided, and the issue remains unresolved.

I have been a loyal T-Mobile customer for 17 years. Three years ago, I decided to switch to a competitor due to better service on my wife's account. Despite numerous attempts in-store and online, I couldn't cancel my second line that a relative used during college. After speaking with a representative, we agreed on a final balance, which I promptly paid. However, I later received an unexpected bill of $[redacted], which I refused to pay. This unpaid amount has affected my credit score, dropping it from [redacted] to [redacted], despite my previously impeccable payment history. Please review my account, as I am unwilling to settle this disputed charge impacting my credit. Feel free to reach me at [redacted] or via mail at [redacted] Shaftesbury Lane, Summerville, SC [redacted]. Thank you, Myron J.

I signed up for the 55+ plan with two lines for $27.50 to test the service where I live. Using a T-Mobile phone, I couldn't get the number to work after spending about 25 hours on the phone with T-Mobile. The assigned number was [redacted]. Two weeks later, I tried the second line, [redacted], and it worked for about two weeks before the service declined. Despite multiple conversations with T-Mobile, the issue persists, and they are attempting to charge me $[redacted].36. I offered to pay for one line for the one month even though I only used it for two weeks, but they refused. I plan to file complaints with consumer affairs and the better business bureau. I am willing to pay what I owe, but it is not $[redacted].36.

After visiting various Metro and T-Mobile locations and contacting tech support multiple times, I was pleased to have my issue resolved today. A helpful employee named Flo at the former Sprint store, now a T-Mobile store on El Derado in Frisco, successfully addressed the issue that had persisted since March 23. The problem stemmed from the phone being set to automatically select the best network, which prevented text messages and calls but allowed 5G internet. Flo performed a network reset, and now everything is functioning perfectly. I am thankful for her assistance and believe she deserves recognition and a potential promotion.

I recently switched from Metro to T-Mobile, but my experience with T-Mobile has been terrible. My phone connection constantly had issues, forcing me to contact [redacted] and visit the store frequently. As a trucker, these signal problems led to citations on my driving record. I purchased a sync-up kids watch for my daughter, but it never worked due to poor signal. I have been trying to return four phones and three watches since switching service providers, but T-Mobile wants to charge me a restocking fee despite the ongoing problems since day one. I have been in communication with T-Mobile, and one agent assured me of a full refund without any restock fees. However, it appears that this promise is not being honored now.

Hello, I have been a loyal T-Mobile customer for over a decade. Recently, I purchased a Revl mobile phone as a gift for my brother at the Guayama PR store. Despite being told by a sales representative that the insurance would cover the new phone because it was purchased under my account, I later discovered that this was not the case. When my brother had an accident and the phone broke, I found out that it wasn't covered by insurance as promised. I visited the store to address the issue and was met with resistance, being accused of fraud and feeling unappreciated as a customer. I am disappointed by the misinformation provided during the sales transaction and the lack of support I received when trying to resolve the situation. I have been a loyal customer with insurance and Jump services for years without making many claims. This experience has left me considering switching to another service provider due to the poor treatment I received. Sincerely, Mildred Martinez

For the past 18 months, I have faced numerous issues with T-Mobile that have left me feeling frustrated. I've had broken promises and dealt with unfulfilled guarantees from T-Mobile representatives over the past three months. I am a loyal customer who has stuck with T-Mobile for over a year and a half, enduring being misled and mistreated. I am seeking resolution and compensation for all the troubles I have faced. I hope to resolve this matter without resorting to legal action, as I believe the promises made to me deserve to be upheld and compensated appropriately. The losses I have incurred are significant, and while a settlement may not make up for all of it, I hope T-Mobile can rectify the situation and show their appreciation for my loyalty.

Revisiting T-Mobile I have often pondered what the 'T' represents in T-Mobile's brand name. Initially, "Terrible" comes to mind, followed by Telecom. In my 20+ years of switching between T-Mobile and other carriers, I somehow always find myself back with T-Mobile. Whether it's the tempting ads promising lower costs or the passage of time that makes me forget why I left in the first place, I end up paying more than I did at my previous carrier. Having an on-and-off connection with T-Mobile since the beginning, I can definitively say that the 'T' likely means Terrible, almost comparable to actual terrorists. Sadly, this mobile carrier has probably caused more frustration in my life than any real terrorist group ever could. T-Mobile Wins Tazzie Awards! Outstanding Performance: Consumer Disorientation; The never-ending wait game; Tech Consumer dodge-around 2[redacted], 2[redacted]) Moving at a snail's pace while wearing cement shoes. Ranked as the worst experience I've ever had with any business or individual, I have encountered endless loop-de-loops with T-Mobile, filled with falsehoods and deception. Despite being assured since November that the issue would be resolved, it remains unresolved in April. I have wasted over 70 hours of my life being misled, hung up on, and deceived. Despite the pleasant demeanor of the representatives in the Philippines, they lack decision-making authority. We demand our phones to be unlocked and vow never to deal with T-Mobile again. We, along with numerous others who have been victims of deceit and overcharging, believe it is time to reach out to the Better Business Bureau and consider a class-action lawsuit. It has been seven months of blatant untruths and exorbitant charges, with us being overcharged by at least $[redacted].00 to date. The amount of time we have squandered, over 50 hours, is mind-boggling. We have been promised the world, but T-Mobile only delivers lies!!! We are owed money, we expect T-Mobile to settle the outstanding amounts and clear our device payments. Additionally, we demand the difference we are owed. We are escalating this matter to the Better Business Bureau, Federal Trade Commission, Federal Communications Commission. Our next move involves initiating a MASSIVE CLASS ACTION - we have spent a documented 71.15 HOURS and counting. THANK YOU - GET IN TOUCH AT [redacted] AND WE WILL BE SHARING THIS ACROSS ALL SOCIAL MEDIA PLATFORMS TO UNITE OTHERS WHO HAVE BEEN OVERCHARGED BY T-MOBILE. THANK YOU, T-MOBILE USERS WORLDWIDE, LET'S

Hello, my name is Donna Smith. I am reaching out regarding the return of my Samsung flip cell phone to the company. I am requesting a credit for the returned device as well as a credit for the prepaid amount as I cancelled the cell phone service. I spoke with a representative named Matthew who mentioned I would receive a prepaid card for $[redacted]; however, I would prefer to receive a check for that amount. I am disappointed that the funds were deducted from the amount I prepaid in cash. Despite paying almost $[redacted] in cash, I am only receiving half of that amount. Please expedite the process of sending me a check for $[redacted]. If I were to receive a prepaid card instead of a check, I would not be satisfied. I have already cancelled my T-Mobile policy. You can reach me at [redacted], and my address is [redacted] Nowak Drive, Orlando, Florida [redacted]. My email is [redacted] Thank you.

In the Arizona area where I reside, phone calls and texts work well. However, the data speed is extremely slow despite being in an area with strong 4G LTE and 5G signals. Even with 4 bars on my devices, the download speeds are as low as 0.4mbps, akin to dial-up speeds. As a subscriber to the highest Unlimited Premium Data service, this is disappointing. The coverage map does not reflect the actual speeds received. It feels unfair to pay full price for a service that does not meet expectations. The focus should be on improving existing towers rather than expanding. Signal boosters could be a solution instead of relying on CellSpots that utilize personal internet connections. Investing in a signal booster should not fall on the customer when paying for a premium plan. Addressing this issue would lead to a more satisfactory experience.

I have been struggling to grab T-Mobile's attention to address the slow data signal issues. I am not expecting perfect signal strength, even half would suffice. Waiting 10-15 minutes for a web page to load is frustrating. Customers have reported slow data signals, so why doesn't T-Mobile reintroduce boosters? It seems they are hesitant to acknowledge their service is lacking. Requiring customers to buy their own booster at full price isn't good customer service. The irony is that if you purchase one, you must register it with T-Mobile to avoid signal interference. How about I register my booster and get a discount on my plan? It's only fair. Come on, T-Mobile, let's find a solution together.

I received an extra device without authorization, which led to the opening of an additional line during my upgrade process with my "Jump" plan. I was promised a bill credit for the extra phone and supposed to be contacted within 48 hours, but it has been two weeks with no resolution or follow-up. Despite my efforts, the issue remains unaddressed and unresolved after multiple attempts. The lack of competence and understanding from the customer service team is frustrating. If both devices cannot be upgraded properly, I am considering terminating all services with T-Mobile and escalating the matter to the BBB due to the ongoing hassle since the beginning of my account.

I am currently in Italy for a year, starting from January 1, [redacted]. T-Mobile informed us that our service would be terminated after 3 months of being outside North America; however, we could suspend the service from April 1, [redacted], until our return to the US on January 1, [redacted], for $10 per line per month. Despite requesting the suspension from April 1, I was erroneously charged $90 for April instead of the expected $20. We are now using Italian numbers since we can't make [redacted] calls to T-Mobile from Italy for support. Attempts to reach out through chat were unsuccessful as I was disconnected after a 20-minute wait.