T-Mobile Reviews 608

I added to my account an internet service. While in the store I spoke with team members Kionte and Kristy which did a GREAT job however when adding the internet service that was being advertised for $35 per month with Mesh guaranteed for 5 years when I received my bill the service I was told I would get cost $55 per month even though i was told a number of times it would be $35 per month. In short, they were not truthful with the agreement. It was a car salesmen stunt of dishonesty used to get quick sale. Not good customer service. No-one told me about the All-In Home internet package?? The rude Hispanic store manager at Atascocita store in Humble, Texas came out to say to continue with the MESH service I would have to pay $55 per month and it didn't matter what the previous store employee told me! I told the manager since they broke the verbal agreement, I would also return the $1,000 phone as well that was added.

NO customer service, and no more online network access to the routers so we as customers cannot fix problems. This is the worst company, outages, and also hacks. Streaming box worked fine for an hour or so but now won't accept my router password, and of course there is no chat or phone service after "hours".
DONT DO BUSINESS with T-mobile.

I activated T-Mobile's home internet service on August 13th under a 14-day trial that was supposed to have no fees if returned on time. I realized quickly that coverage in my area wasn’t great, so I canceled the service online and returned the equipment on August 23rd, well within that trial period.

Unfortunately, it turned out that my cancellation wasn't processed correctly by T-Mobile’s rep, and the service only got officially canceled a month later on September 23rd. I was told to call back on October 14th for my refund. Now it’s September 15th, and I’m being told to wait yet another 30 days for a simple $66 refund.

This whole delay feels really unreasonable for something that should have been straightforward. While the customer service rep I spoke to recently was kind, the process itself has been frustrating. I just want future customers to know that you might face delays in getting refunds if something goes wrong. Hopefully T-Mobile can improve this process in the future.

Hello if you are thinking of becoming a T-Mobile customer run in the opposite direction.. Don't let them swindle you in with fancy promotions that you will never see.. But they are great at coming up with 50 excuses as to why you haven't gotten what they promised.. And on thing for certain and 2 things for sure you definitely will get a bill my first was 2 weeks after service.. After dealing with these failures I think I could open my own mobile phone company and tell you all kinds of lies and hope people believe it.. They're so good they forced me to at least give them one star they actually deserve -2..

I am a 8 year customer . when I called asking for an extra 2 days on an extension to pay a lousy 99$ because I was in the hospital for emergency surgery they told me nothing they can do! Really !! It’s systemic sir. I will be leaving this joke of a company when I pay my devices off. Plus charge 20$ line for reconnection?!?! They definitely need to rethink their customer service. Terrible!!!!

Honestly, these Tmobile stores are like used car lots. Disgusting. And the music! Not everyone listens to that r & b crap.

So I did the usual upgrade with T Mobil where you get 2 upgraded phones and you trade in the older ones. I did it over the phone because if you go to a T Mobil store and you don't get there right when they open and you're the first on line, you will be there for hours. I then called customer service to see how I will go about sending them my trade in phones and they said there will be a shipping label and instructions in the box with the new phones so I would simply ship back the old phones in the same box and affix the shipping label and bring it to UPS. There was no shipping label in the box with the new phones. I then began an arduous journey of returning the trade in phones. On the first call I was told that I would receive an email with the label and instructions. No email received. I then called them back and it took over 30 minutes for customer service to generate an email which contained a shipping label and a packing slip that said that I was returning one phone. I then called back and asked for a new email with a shipping label and a packing slip that said that I was returning two phones. After 2 calls they said they sent another email. Never got one. I then proceeded to make 4 more calls to customer service reps and "supervisors" who insisted that the shipping label reflected the fact that there were 2 phones being returned even though it didn't say so. I then asked for a regular composed email with the pertinent information stating that I was returning two phones and I would simply use that as my packing slip and keep a copy for my records and I was denied and told that it doesn't work that way at T Mobil. In my last call to a "supervisor", she was rather condescending in tone and she said that everyone has told me the same thing and this was the way it was going to go whether I like it or not. Every consumer should be concerned about the fact that this new entitled workforce that we have in 2025 seems incapable of even composing and sending a simple email, notwithstanding the fact that we are are dealing with a company here that actually makes their money off of the transfer of information!

Worse phone I have ever had. Can't do anything without a pop up jumping in and wiping out any progress made on what I am doing. DO NOT BUY THIS SHITTY PHONE.

Terrible customer service. Overcharged when we left for another company and 2.5 months later still getting the run around trying to get a refund of my overpayment. They still have my bank listed on autopay but can’t refund my money even though they were paid on time monthly for 3 years?!!! Run!

I signed up for a certain plan and was clear several times that I did not to switch to tmobile if that plan wasnt applied. When I got the first bill it was clear that I was put on another plan without my knowledge. Plus I was having dropped calls and people couldn't understand me on calls. Nobody seemed to care or think this was problem when I brought it to a supervisor's attention. I paid $168 per phone for two phones which I returned. They are reimbursing me $42 per phone.

T-Mobile is a bunch of LIARS! Don't believe them when they tell you they will offer you a promotion! They won't actually pay you. What they will do is overcharge you and provide crappy service. Not worth the money!

Julia, a representative here. Just horrible and unprofessional. How can a representative deactivate when that wasn’t what was requested? Specifically, called end of August where my American phone number was still VALID. And I was still put on HOLD multiple times. I was told and even confirmed the payment will be $20 every month. But got an email with deactivation and gave a call back and to realize same representative as last time! but Julia decided that she wanted to say “The other representative must have” No. And the tone too, unprofessional. Even if it wasn’t Julia. Seems like from other reviews it wasn’t the first time. Will never ever recommend and use T-mobile again.

Living in Seattle, WA I used to love TMobile as my cellular service provider. Locally headquartered, why wouldn’t I support the business operating in my own backyard, right? Well, I am beginning to passionately DESPISE the carrier and simply wanted to share with anyone considering to give their hard earned money to a company that consistently leaves a bad taste in your mouth. Amongst so many issues I’ve had over the nearly three years I’ve been with them, I’ll write about two major issues that I believe no one should ever have to deal with their cell phone providers. The first issue (it still, to this day, makes me angry and ruins my day whenever I’m reminded of this incident) has to do with my 2024 Motorola Razor Plus I had purchased thru T-Mobile. I had been using the phone for a little over 10months, then one day I noticed I had to throw it on a charger only 3 hours after it had been fully charged. Even on standby with absolutely no use of the device, no calls, no online surfing, even then my phone only lasted up to about 3 hours. So I kept charging it throughout the day, and though it was an extreme inconvenience, it had to be done just so I could use my cell phone. Then about two weeks after that stsrted happening, my phone suddenly turned off in a matter of minutes after fully recharging, until it came to the point that it wouldn’t hold a charge at all, unless it was plugged in. So I basically had a portable “home phone” service. I went into the retail store when it first started happening, and was told the battery may be weak but it may just be a temporary thing and it may “fix itself” so I shouldn’t buy an expensive battery just yet. About six weeks had gone by, and remember, I had to keep my phone plugged in just to use the damn thing. Well one night, I wake up to my smoke alarm blaring and my home office on fire! The battery on the phone had exploded and it caught some papers on fire, which led to a small fire that could’ve destroyed my home. Now I was angry because of the stupid advice I took from the associate at T-Mobile about waiting to see if the battery would fix itself. The exploration had destroyed my phone and when going back to that same store, I was pretty much told, “better luck next time.” I was confidant T-Mobile was the type of organization that would want to retain their customers, especially if it would only cost them a couple hundred dollars to replace my defective phone that I was STILL paying them for. But nope, they told me because it had been THREE DAYS after the one year manufacture warranty, I would just have to spend another $800 to buy a new phone. Although that really ticked me off, THREE DAYS??? I left the idiot at the T-Mobile retail store still confidant that T-Mobile would, if not make it right, would at the very least help me get a replacement phone for the defective phone they had sold me. So I called the customer service toll free line and spoke with a gentleman in the Philippines, and after explaining how I felt I got duped into buying a defective phone, the gentleman reassured me that T-Mobile would correct the issue by sending me a brand new RAZR that I was STILL on the hook for paying for. He told me he would get everything in order and would call me in exactly 2 days from then, at exactly 2pm. So I eagerly waited a couple of days for him to call me with a date as to when I should expect my new phone to arrive. Well, a couple of days later when that call never came, I called and explained everything that had happened. The gal I spoke with told me that the person whom was supposed to call me had been calling in sick and wasn’t in the office for him to fulfill his promise of replacing my phone. I told her that was fine, I just needed a replacement phone and that it was extremely important that T-Mobile put a sense of urgency on it because I was missing very important phone calls in lieu of not having a phone. She then told me the same thing the first guy told me, that she’d have everything ready in two days and would call me to let me know what the next steps were. So, I hung up and waited two more days and sure enough, I never received a call. So I call them again, and at this point I’m very annoyed and extremely impatient due to not having access to the number I was paying T-Mobile for. I was missing so many important calls. So I called them and spoke with the third person who passed me to the fourth person with broken empty promises at T-Mobile.The fourth guy introduced himself to me as the manager whom could fix all the issues and could guarantee their promises were good.He said he’d send me a new RAZR and he’d credit me a month for the inconvenience, and that he’d call me in a few days to tell me the next steps, and the date in which I should expect my new phone.Needless to say, NO CALLS EVER CAME and it took me about 7 tries to finally get a hold of the manager I had spoken with. NO RESOLUTION YET

I’ve been a loyal T-Mobile customer for nearly 24 years, but I’m very disappointed in how loyalty is treated today. In the past, long-term customers like me were rewarded with free or discounted top-of-the-line phones, and T-Mobile even had a loyalty department to show appreciation.

Now, when I call for an upgrade, I’m told the best offers are only for new customers or those adding new lines. Since I don’t need a new line and I’m not a new customer, I get no consideration for my decades of loyalty.

It saddens me that after so many years of trust and satisfaction, T-Mobile no longer seems to value my business. Unless this changes, I’ll be forced to consider switching providers to one that shows appreciation for long-term customers.

David Avila on Facebook currently in litigation with them anybody else doing the same please reach out we need to work together to stop this corrupt business

Here’s a personalized, positive review highlighting Veronica:

⸻

⭐️⭐️⭐️⭐️⭐️ Outstanding Service at T-Mobile!

I had such a great experience at the T-Mobile store, thanks to the amazing store manager, Veronica. From the moment I walked in, she greeted me with a warm smile and made me feel completely at ease. Veronica took the time to listen to my needs, explained my options clearly, and made sure I understood everything before making a decision. Her professionalism, knowledge, and kindness truly set her apart.

It’s rare to find someone who cares so much about their customers, and Veronica goes above and beyond to make sure you leave happy. Thanks to her, I’m confident I made the right choice with T-Mobile, and I’ll be recommending both the store and her to my friends and family.

Where do I start, bait and switch on phone. Shipped over 4K worth of phones with no packing. Three line ports from Verizon were an utter disaster. I got transferred on one tech support call no less than 12 times and then was disconnected. I spent 5 consecutive days on the phone with tech support trying to resolve various issues each call lasting over an hour. I was supposed to get Samsung ear buds with my phone and I have been fighting for 11 days to get them and just keep getting jerked around. I am again on hold being transferred to another group. I should have just stayed with Verizon or went back to a land line.

Review: I’ve been a loyal T-Mobile customer for years, always investing in their top-tier flagship phones under the impression that it would come with premium service and fewer hidden costs. Sadly, that’s not the experience I’ve had. Despite owning one of their latest flagship models, I was surprised to find myself facing extra charges for satellite— fees that felt unnecessary and poorly explained.

It’s frustrating to feel like loyalty and investing in high-end devices don’t earn you better treatment. Transparency should be a given, especially when you're using their most advanced hardware. I expected more from a brand that touts customer-first values.

In March of this year my husband and I both mailed our trade-ins in the box provided for two phones. I received an email saying both the phones were received and being assessed for trade-in value. By May TMobile told us my phone had not been received and we’re going to back bill us for two months of new device charges as well as continue charging us month over month new a device fee. I have had to call every month to try to get the situation resolved. when talking to a manager in June, they were going to call me back after the July bill posted to discuss and make sure changes had taken effect. That phone call never came and now with the August bill, the bill remains with the device fee on it. Today in speaking with the customer rep, he said that they have known issues when you mail two phones in one box. He also said that sometimes they get rocks in the box instead of the second phone, implying that perhaps I’m trying to cheat T-Mobile out of my second phone and mailed them rocks?!? What?
DO NOT MAIL YOUR DEVICES BACK TO T-MOBILE, 100% go find a store where you can turn them in because this process has been horrible for us. If mailing two phones in one box is a known problem for this company they should not make that an option for their consumers.
I have yet to be able to have any resolution to this problem and I am at the whim of some manager hopefully calling me back at some point to discuss this case. I have no direct line to call no direct email and yet every month they continue to keep charging me for device fees when I mailed them my second phone. I’m out my old iPhone and I’m being charged for new device fees.
I had been with T-Mobile for about a dozen years, but had to leave because I moved to an area where they didn’t have good enough coverage. I was excited to be able to go back to T-Mobile having had amazing customer service in the past but this experience tells me customer service has drastically changed, and it is extremely disappointing.

WORST WIFI EVER, ITS SHUTTING DOWN 5 TIMES A DAY JUST BECAUSE IT WANT TO