T-Mobile Reviews 2,374

Went to purchase a plan from T-mobile at Ft. Belvoir and was told I would get copies of all paperwork to include license processing. Told I had to pay 300.00 up front for modem. When I asked is it rental for year, he said " its free with your plan" Tried to give me one opened, tried I say. Said " they require me to get a pin number and old phone number" Pin discoverable so I asked him to hide it he said " I don't know how". Then he was about to write new phone number on a sim card. I didn't get paperwork copies so I returned and he said " they will mail them, then they will email them. I went to t-mobile store and was told they couldn't help me because unless it is a certified t-mobile store they are third parties. It gets worse when I rtnd. again he stated " this pad belongs to t-mobile and I can't give you copies they have the paperwork." Then he got real loud and said three times " I did nothing wrong". So I returned the modem and called t-mobile and I asked for rtn. proof and he refused." I spoke to t-mobile agent on phone and he supposedly fixed the problem so I took modem and went home. Suddenly I started getting msgs. to my email from some strange woman, so I took modem back and asked for copies and what I got was not only my address but the address of another person. And the old phone with consumer cellular that I did not port over has bars on it and on- line it says reason may be phone is still linked to that carrier and can still make emergency calls only. Then my account had a phone number on it that n e v e r belonged to me. So I ported the number over to xfinity and they had t-mobile as the account and it went from bad to worse. I wanted to leave them and thet locked my unlocked phone to their verizon carrier. I left consumer cellular because they put a workforce app. on my phone and stated " we can help you get it off" then " it is a third party app and we can't help you" I copied the old phone cintents to a little drive and did not transfere to new phone so as nor to put it on my new phone. I called samsung and as the agent went through the steps for remote help he would say tap agree and before I could he had made it disappear and he did this abour 4 times and I finally got fed up. Now I am getting notices of charges on a credit card that was closed years ago and txt msgs. from strangers and at this point I am just going to get a flip phone and close all on line accounts and figure out how to forgo all of it. Keep in mind each time I spoke to him he was changing info. on the pad each time. ( t-mobile at Ft. Belvoir. and when I complained to consumer cellular before just leaving they made it so that I could only call them and 911. And they took my refund and put a block on my looking into the ups store that never delivered rhe phones and said they did and for going to BBB about it and the workforce app. not mine So what does one do. Find a way to limit technology in ones life and cut it to the bear minimum. I looked at my phone one day and Ring had put A-I on my phone and it had taken over and I looked and saw they had changed me to a new plan and when I asked about it the agent said, ( oh you probably forgot you asked for it and forgot you asked." Then I had to take a photo to get back into my account I was suddenly locked out of. One of these days the general public is going to see through the smokescreen. Now I can't keep google from accessing my clipboard so I got brave and shut chrome down. When agents want to go rogue I find the company will stand behind them and custoner gets the punishment for complaining. The smell of the greenback is greater than the conscience of some. Thank you for this forum.

T Mobile is robbing people. Go somewhere else

Customer service is slow. Problem resolution is slow.

Their customer service is very efficient, they have what I need, they offer great plans, I recommend them, it's time to switch, I assure you that you won't regret it.

I could write a book about the transgressions that are just part of T-Mobile's day to day operations. I'm a business customer, have multiple lines and been with the company since 2016! Where do I begin? The most current and unresolved issue is quite the scam. T-MOBILE has sold me a device that has been recalled for a manufacturer defect. It's paid for and I pay for coverage each month as well.
I'm on my 8th device now... because they keep replacing my phone with 'refurbished' phone of the exact same faulty mass recalled model. This is a $1800 phone. The replacement is not manufacturer refurbished -BECAUSE IT HAS BEEN RECALLED.
Here is the worst part ... I've had to file a claim 7x to replace the phones, because they all are defective, and so the same problem continues to happen. What they do is send you the refurbished device, and then you're supposed to send back the last one within a certain period of time.
T-Mobile HAS CHARGED MY BANK ACCOUNT $2000 TWO SEPERATE TIMES, DESPITE CONFIRMING THE WAREHOUSE RECEIVED THE OLD DEVICE! APPARENTLY IT HASNT BEEN PROCESSED... 3MONTHS LATER!
I've been told since August that I should be expecting the refund for that equipment non return fee.
Still, I've seen nothing, *PLEASE NOTE* the phone was damaged and even in best condition the trade in value is less than $600... but I was charged $2000 twice.
Customer service offers no solid resolution. Reporting to FCC.

Incorrect charges appear in the billing system.

TMOBILE is the best! I have used them over the years and i have found, bang for buck, this is the service you want!

T-mobile network drops repeatedly, support is also very slow.

I just went through the most infuriating customer service experience of my life with Tmobile chat. It isn't support's fault. Tmobile just simply does not give a crap about their customers. There apparently is no possible way for me to verify my identity without receiving an SMS... an SMS that I cannot receive because my eSIM is not working. I was instructed to come into a Tmobile store for further assistance, but that is not an option as I am now living abroad. I also cannot call them as my eSIM is not receiving service at this time, and their suggestion to borrow a neighbor's phone and make an international call to their support team is also an asinine non solution. Additionally, it is not at all worth the time and money it would take for me to return to the states to walk into a physical Tmobile store to see if somehow associates in store can work some magic that someone on the other end of a computer cannot. As a result, I'll be closing my account and losing my US numbers instead (assuming there is some path forward to do THAT remotely..... if not I'll make sure to sest up a chargeback and utilize any and all legal methods available to cancel the autopayments).

I feel bad for customer support agents. They sincerely tried. But apparently there is no way for an account without service to receive support from abroad. Tmobile is really screwing folks over by not providing a path for identity verification beyond receiving a temporary SMS PIN code. I'm making this post as a warning for any others who may go abroad with a Tmobile phone - don't. If anything goes wrong with your eSIM you won't be able to fix it without flying back to the states. After years of decent service I'm learning only now that I need assistance that their support policies result in Tmobile as a whole being unreliable, frustrating, and overall disappointing.

I just needed to get this off my chest and make sure that everyone else out there is aware of this situation. There could be a solution, easily. There could be a path to verify my account through chat via account PIN, billing address, SSN, DOB, literally any number of identifiers could make it possible for me to verify my identity. But it apparently doesn't exist.

This company has completely changed its business model for customer service. I signed up for T-Mobile WiFi and with the highest service they offer(Magenta service), I was constantly being bounced off the internet on my TV, Computer, and phone. So they sent a new router, T-mobile does not have technicians that respond to your home. They expect you to do everything. The new router takes several hours to load the firmware and the overall experience was a nightmare. We are shopping for WiFi internet service with Comcast.

FRUSTRATING! They really give you the runaround. They overcharged me by $60 and both the independent branches and the main company on the 0 800 number kick the can down the road and say to call somebody else to get my money back. I’ve spent hours doing this and still nothing.

I visit from overseas every year and use them for a temporary phone number. I pay upfront for three months. Apparently they took some of the money out for an additional - allegedly I had done something that incurred an extra fee. Consequently, at the end of the second month, they shut my phone off because I was seven dollars shy of the third month which I had paid in full for upfront

I had to go find a branch and pay them to turn my phone back on. But instead of charging me the seven dollars, the girl charged me for an extra month which I will not use as I am leaving the country. This branch is 200 miles away from me and the 0 800 number told me I could go to that branch and take it up with them and try to get my money back. I said I’m not driving 400 miles round-trip. Just give me my money back please. They said they couldn’t! I find that completely ridiculous! Then she suggested I call my credit card company and try to get them to give me the money! Seriously???! A multi million dollar company can’t give me MY $60 back ??

It’s their mistake and it’s my money… At this point I feel like they are stealing it as they are making it impossible for me to get the money back I was overcharged

This branch with the incompetent employee is in Vancouver Washington, USA

SHAME ON YOU ,T-Mobile !

I have been on hold now for 38 plus minutes only to pay my bill, and that is only for I could not process online here. Yeah, no way to connect to pay online, and so I get that in our electronic world and all the activity is going to take place. But it is a very simple fix hire more people/staffing to make sure your clients/customers are not on hold listening to the same old bad music for all this time, wasting their time to GIVE YOU THEIR HARD-EARNED MONEY.

These companies are all the same they don't hire enough help, don't pay them enough, and charge you most of the time over what it really should be. NO brakes for the seniors either.

Then you listen to their now (38 minutes) and counting to listen to the stupid voice mail that comes on to say " your team here at TMOBILE has your back! Really, you could have fooled me here...

These companies like most have NO CLUE on how to run a business when it comes to service, and attitudes. I can make that statement due to I own a business and NONE of our clients are ever on hold when they call our business, not ever in 35 + years

TMobile time for you and many like you to wake up and maybe tell your upper management they need to work the business and stop wasting time in meetings that accomplish nothing in change, and flying around in corporate jets, and playing golf unless you can work your business correctly. TMobile is a joke....

Nothing less than 1 star otherwise I would have scored less here. This most likely will fall on deaf ears, or we will here, the normal robotic response here we are sorry!!! Heartless response by many companies in our world today

My phone quit working and I had a hard time getting anything done but finally I got help. There sending a phone and waiving deductible. Thank you for making me believe there is good customer service still .

When your business has 1 star from just about everyone who actually want to give you Zero stars, your business should either be shut down or investigated by the securities and exchange commission or both actually. It is disgusting that I have no coverage in a residential neighborhood yet T-Mobile advertises coverage that's wide spread in my area completely. It's disgusting that because I owe 2 cents on a bill I can't upgrade a phone until that's paid. One day there will only exist people who used to work T-Mobile during the apocalypse when T-Mobile no longer exists but they still do. Id advise not to tell people in a lawless world of an apocalypse what you chose for a living. Just a bit of advice.

I was a customer of T-Mobile, with 6 lines, for decades. This is not the company from even several years ago.

I purchased a phone for one of my kids that was locked to T-Mobile in 2022 that I paid for up-front. He wanted to unlock it but T-Mobile said they couldn't even though it was locked to T-Mobile. I called as the owner of the account. The agent told me my pin was incorrect. It was the same pin my son used the day before but she refused to speak with me. I requested a supervisor and waited on hold for about 10 minutes before a supervisor got on the line, told me to go to a T-Mobile store and hung up.

Needless to say I will be taking the supervisors advice but to cancel my account.

I purchased an iPhone 12 on December 19, 2020, and paid in full for the device 2022.While the other phone I purchased at the same time was unlocked without issue, the iPhone 12 has not been unlocked despite meeting the criteria provided by T-Mobile. I was informed that in order for the iPhone 12 to be unlocked, it needed to be activated on a T-Mobile line for 45 days. I added the phone to my T-Mobile line on July 21, 2024, and was assured that once activated, the unlocking process would proceed. However, when I contacted  support, I was told that the iPhone had not been activated until December 2024, which is inaccurate.The iPhone was added to the line which completed the activation process. This issue should  have been resolved by now. As of December 28, 2024, the phone remains locked TMobile.This situation is incredibly frustrating, especially given that the device was fully paid for over two years ago. I've contacted customer support multiple times without a satisfactory resolution, and the continued lack of follow-through is disappointing. I am requesting that T-Mobile take immediate action to unlock my iPhone 12 as originally promised. I should not bear the repercussions because the initial activation process was mishandled and not properly reviewed by your team. Contact me when the phone is unlocked or pay me to do so. 

After trying to resolve many issues I've had with my T-Mobile personal account I would say to anyone out there based on my 20 YEAR TENURE with T-Mobile as a loyal customer AND FINALLY FED UP WITH WRONG ANSWERS, NASTY UNHELPFUL CUSTOMER SERVICE PEOPLE TRYING EVERYTHING WITHIN MY POSSIBILITIES TO GET ALL THE MANY MANY ISSUES ADDRESSED I ASK FOR SOMEONE ANYONE TO BE KIND ENOUGH TO OFFER ME ASSISTANCE.. AND THE TOTAL DONT CARE ATTITUDE KEPT ON COMING AT ME!!! SO I REQUESTED TO SPEAK TO YOUR EVP CUSTOMER PEOPLE PERSON AND YET ANOTHER NO NO NO FROM YOUR INCOMPETENT GROUP OF SO CALLED CUSTOMER CARE PEOPLE!!! WELL I CERTAINLY WOULD DENIE THAT REQUEST IF I WERE IN YOUR SHOES AS EMPLOYEE BECAUSE YOURE NOT ALLOWING YOUR CORPORATE TEAM TO KNOW YOUR MODEL OF CUSTOMER SERVICE IS SERIOUSLY FLAWED AND A VERY MUCH WASTE OF MY PRECIOUS TIME BOTH MINE AND MY FAMILIES!! T MOBILE IM LIKE MOST AMERICANS IN THIS COUNTRY I BELIEVE IN GOD, I BELIEVE IN HARD WORK, FREEDOM, AND THE ABILITY TO KNOW WHO IS A GOOD COMPANY AND WHO IS NOT!! AND FOR THE LAST ALMOST 8 MONTHS YOU HAVE TURNED THIS 20 PLUS YEAR VERY LOYAL CUSTOMER INTO A VERY DISSATISFIED ONE. IM THE CUSTOMER YOUR THE PROVIDER THE PERSON I HIRED YOU! YOU DIDNT HIRE ME!! THE BAD PART YOU DIDNT HAVE ANY ISSUES TREATING ME POORLY I HAVE NO ISSUES AFTER BEING LOYAL TO YOU FOR SO LONG. AND CORDIALLY ASKING FOR PROPER ASSISTANCE NOW IM PISSED AND YOU CAUSED EVERY SINGLE BIT OF MY OVERLY COMPLICATED ISSUES. AND NO ONE NOT ONE PERSON HAD ANY CONCERNS OR ABILITIES TO FIX MY ISSUES ANY PERSON OR COMPANY THAT CHOSES TO IGNOR A CUSTOMERS NEEDS FOR 8 MONTHS SHOULD HAVE TO DROWN IN BANKRUPTCY!! I WOULD TELL YOU TOO BAD YOU REAP WHAT YOU SOW.. YOU DESERVE IT!! WHO WANTS TO PLAY THESE STUPID GAMES.. I WILL SHARE THIS STORY WITH ALL KINDS OF PROOF OF TIMES, DATES, PEOPLE SPOKEN TO, AND THE AMOUNT OF TIME I EXHAUSTED WITH YOUR COMPANY. TO ABSOLUTELY NO AVAIL! AND SHARE IT IN MANY MANY MANY REVIEWS YOU DESERVE MY REVIEWS!! ABOUT YOUR SERVICE IT WAS THE WORST EVER IN MY 62 PLUS YEARS ON THIS EARTH IM CERTAIN THAT MEANS NOTHING TO YOU AT ALL YOU HAVE PROVED THIS!!! GOOD DAY BY ALL MEANS EVEN THOUGH YOU DONT DESERVE OR WARRANT A GOOD DAY!!!

WARNING WARNING DO NOT I REPEAT DO NOT DO BUSINESS WITH T-MOBILE AND THE FRANCHISEE: GP-MOBILE ESPECIALLY THE ONE ON REDAN & S. HARRISTON RD. THEY ARE KNOWINGLY & WILLINGLY RUNNING A SCAM TO GET YOUR MONEY, THEY ARE LYING TELLING YOU THAT YOU PAY NOTHING FOR 6MOS FOR INTERNET SERVICES THEN ON THE 7TH MONTH ITS $30MO. OR $25MO. W/ AUTO PAY HOWEVER IN ONLY 21 DAYS THEY ARE CHARGING YOU $6OMO AND AFTER I CALLED CORPORATE THEY HAVE AN OH WELL NONCHALANT ATTITUDE AND THIS IS HOW MUCH IT REALLY IS AND YOU CAN TAKE IT OR LEAVE IT AND WENT AS FAR AS TO SAY THAT NOTHING WILL HAPPEN TO THEM REGARDING THE FALSE ADVERTISING, BREACH OF CONTRACT, MISLEADING & THEFT BY DECEPTION BECAUSE THEY'VE BEEN THROUGH THIS TOO MANY TIMES & NO ATTORNEY IS BRAVE OR POWERFUL ENOUGH NO GO UP AGAINST THEM & ALTOGETHER I PUT IT ON MY LIFE BEGGING THE DIFFER SHE SAID I WOULDN'T BECAUSE IT IS WHAT IT IS BUT I ASSURED HER THAT ITS A NEW DAY FOR THEM & THANK GOD I RECORDED EVERYTHING & A LAWSUIT IS ENSUE‼️

I want to leave ASAP. They don’t do anything but lie LIE LIES and more LIES. If they open their mouth a lie is surely going to come out. Run from them please!!