Anonymous
map-marker Pittsburgh, Pennsylvania

T-Mobile is Calling Their Customer a Liar

On 9/9/12 my husband and I went to a T-mobile store in Brunswick,ME. We informed the dealer that we wanted to change our current plan (not contract) of 'unlimited minutes' to '1,000 minutes' per month. The dealer changed our plan in the store for us and accepted a new contract for us, without advising us that a new 2 year contract was beginning due to minutes change. We did not want to begin a new contract and did not know that it was changed on 9/9/12. I spoke with that store branch on the phone on 11/7/12 and the store has no record of my husband or myself talking with anyone over the phone and agreeing to a 2 year contract. The dealer spoke with Tmobile Rep and accepted it without our consent or knowledge.
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Loss:
$200
Yajaira Hgu
map-marker Dallas, Texas

Contract I am paying for is not honored.

My contract is limited minutes, 4G internet (which we have found out since that it is not a true 4G, galaxy 2 phones (2) through Costco, for 150$ monthly, just over a year on our contract. We have had nothing but trouble. We have never had 4G service, very slow in loading. Dropped calls are to be expected or not able to get a call through at all. Missed messages are a daily occurence. Phones freeze even when restarted on weekly basis as they suggest, and many other phone troubles have required us to seek out help from Costco customer service. Customer service through T Mobile is never helpful and they always want more money, passing the blame to us for whatever is going on. Living within a thriving metropolitan area this is a surprise. We have been loyal customers for several years. After being way patient with all these issues previous stated today was the last straw. A battery has gone bad and it our fault after a year and 2 months, I'm pissed. 150$ a month should buy us polite and generous customer service. My husband is a salesman and his company always puts the customer's satisfaction first.
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Anonymous
map-marker Federal Way, Washington

Numbers are still not ported over!!! Empty Promises and Bad Customer Service

This past Saturday, March 30th, 2013, my family went to the T-mobile store on James Street in Kent, WA, to move 4 of our phone lines from AT&T to T-Mobile for the new no contract unlimited phone, text and 500mb data plan. There they helped us set it all up and said that in 24 hrs (at the most) all of our phone lines will have ported over to t-mobile. And if there were any issues, to contact them.In 24 hours, 2 of our phone lines were ported over but with no data service. 2 have remained with AT&T and are still with AT&T. So, at this time, we are paying 2 phone companies: T-Mobile for 2 lines with no data service which is supposed to be included, and AT&T. We have called AT&T and they say they have released our numbers and it is T-Mobile’s problem porting it over. We have spent hours on the phone with T-Mobile’s customer service where they give us empty promises with nothing to show for it (“it will port in 24 hours, 5hrs, 3 hrs, by 8am, by 3:30pm” etc)Shouldn't they be warning potential customers that it can take up to 30 days to do a simple port-over of telephone numbers?
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Loss:
$100
Briceson Alc
map-marker Houston, Texas

Business owner

the worst company to deal with,,,please read the fine lines in the contract, when you try to cancel for their bad service they applies tons of charges to you. the worst company i have ever delt with... i never write reviews but this time i prefered to advise everybody about it. after 6 years with them they charged me cancellation fee and no use monthly fee....etc i hate the day i joint this company. xxxx xxxxx xxxxx xxxx xxxx xxxxx xxxxx xxxxx xxxx xxxx xxxxx xxxx xxxxx xxxx xxxx xxxx xxxx xxxxx xxxx xxxx xxxxx xxxx xxxx zxxx xxxx xxxx
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Loss:
$1400
Michelle S Yxc

T-Mobile Bad Customer Service

If you have had a bad experience with T-Mobile and their horrible customer service please share below. According to Mr. Christopher Lowe's that represents T-Mobile, they do not keep you on the phone transferring you from one rep to another and to another. Each rep with no more power to help you than the one previously. Please share your experience in a reply and I will petition the White House to make T-Mobile make some customer friendly changes. My experience was an issue with a non-working product. Not receiving service, calls, texts. When I did no one could hear me or I could not hear them. The T-Mobile reps that I had continually sent me from one rep to another just passing me around. T-Mobile claims they have higher customer service standards. Please, share your customer service issues, I would love to let Mr. Lowe know that I am not alone.
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1 comment
Guest

Oh I hear you, I am in the same boat. Their customer service is lying to get rid of you. They are unprofessional and careless.

Anonymous
map-marker Orlando, Florida

Rebate Card Scam

T-Mobile was offering free Samsung Galaxie 2 phones for 2 days only. They were free in that you made the downpayment and they would send you a debit card in 8 weeks. We bought 2 phones jumped through all the hoops , dotted all the i's crossed the ts and 8 weeks later received letter from young america corp that they regret they could not send card because we did not have qualifing rate plan as stated on rebate rules. I called and was told we had to have unlimited data and unlimited talk plan. The formsays we had to have unlimited data 2 lines and a talk plan. I am going to report to BBB and post my sad saga on Face Book. I could change my rate plan, which would cost me $500 more over 2 years and then I would get my $400.00 rebate.
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Loss:
$400
3 comments
Guest

T-Mobile $50 Rebate is a SCAM. I purchased a Samsung galaxy phone and activated on T-Mobile website on 04/29/13.

I submitted my rebate form by mail on 05/10/13. Today, 07/23/13, I still had not received my rebate card. I called T-Mobile rebate center and followed the automated instructions. My rebate was denied with no explanation.

There was no explanation in the mail also. As a consumer, I feel I have been lied to by T-Mobile. I have been victimized by T-mobile rebate scam. It is a worse feeling knowing that I have been victimized by a large corporation such as T-Mobile.

I now have two choices: terminate T-mobile and go back to Verizon or tell everyone online and offline about how T-mobile lied to me and victimized me. Perhaps, I may just do both.

Can U.S. consumer protection agency help?

Guest

I got the raw deal as well I called the rebate office and they sent me to the store where I bought it, they have been giving me the run around for 3 weeks. I will probably cancel anyway, I can't do business with the people any more.

Guest

Nothing is free in America so get over it. You either pay for your phone and keep your cheap plan or switch to the all unlimited and get your rebate.

Stop crying because you weren't scammed. Read the fine print before blaming others.

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kmil
map-marker Washington, District Of Columbia

T-Mobile is A Scam Company

I have done business with many companies in my life, but never had as bad an experience as I have had with T-mobile. Back in November of 2011 my husband purchased a USB Broadband 'stick' for Wifi access from T-mobile. We used the plan that you pay as you go month-to-month. From the beginning, it was too slow. My husband would have to call them continuously to have them check into it. It was not the speed they advertised. (It was hardly better than the dial up we used to have). After endless calls, they would fix it and the speed would be better. But then it would get slow again after a short time online. This went on for the entire year until Sandy hit New York in October of 2012. Our service became very erratic and spotty. Within a few days, in early November, we lost internet access completely. Then the real trouble started. Apparently, the storm knocked something out and they did not know how to fix it and their explanations became more and more bizarre. We got varying stories from them. It ranged from the problem being a flood, to it being a fire, to not knowing what the problem was, to it being a problem with our USB 'stick' (they said the stick was not registering on the network and we needed a new SIM card), to them having to repair an antenna, to having to build new antennas, and finally, that we had service but were just not using the system correctly, or that our operating system was not compatible (this was after a year of having service and using the system properly, and my husband is a computer specialist). They promised to reimburse us for the 30 days we paid for and could not use. Then they issued an additional credit. They told us to go to the northern Bronx 20 miles away for a signal, but we could not get a signal there. When we told them this, they said to go to Connecticut!! Can you imagine that we were paying for wifi access in our home and they were telling us we needed to go out of state for a signal. We did go to the Bronx, but we decided Northern Connecticut (a three hour drive) is just too much for computer access. So our dead computer continued. As if this wasn't bad enough, each time we called, they set up a ticket for our problem, and we found out that these tickets were disappearing from the system, so each time we called, we had to explain all over again the long list of problems to a new representative. Since we could not use our own time, and certainly not the additional time they had "credited" to us, we finally asked for a refund. Apparently, there is an even more insidious system when you are asking for your money back. We spoke to so many people it was mind-boggling. After switching us from person to person, each time it was switched, it became more garbled. When I got my landline back it was the same thing, so it was not my cell phone. The voices, once transferred, were garbled and unintelligible, and some were rude, seeming to take delight in our frustration and pleas for help. You would repeat your problem and account number over and over and they would invariably reverse the numbers or say they did not hear or understand you. Meanwhile, you could hear very little of what they were saying until you could hear absolutely nothing. At the end of it all, they would switch us one last time, which then disconnected completely and with no options but to call back and go thru the whole thing again. They knew most people would get frustrated and give up, which is what they were counting on.
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Loss:
$95
Anonymous
map-marker Theodore, Alabama

Glenda smith

i have been with t-mobile for many year's.about 2-3 year's my phone started acting up,i could get no service,even in town?so i got a new phone.same problem it alway's had a notice on the screen.EMERGENCY SERVICE ONLY,which mean's you get no call's and cant call out!..even on the interstate>.you just got an expensive piece of ooo.i have called i get the answer , they are having issues in this area ,and it should be fixed within 72 hours?same answer every time.i am in a contract.i want out of...t-mobile has turned into a rip off.it use to be a very good respectable co.but no more.i get no gall's no messages.paying for nouthing. they should let me out of the contract. glenda smith ---*** by T-MOBILE
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Loss:
$500
Anonymous
map-marker Allen, Texas

TMobile Port-Out Fraud

I just had a worse experience with T-Mobile Port Out that get charged of a completely full-month that I don't even have the service with them. I port-out my T-Mobile# to another SP on Dec 15, 2012. And after that I continue to get monthly bill from them this month for the service period between Dec 16th, 2012 to Jan 17th, 2013. They explained because my billing cycle already started on Dec 15th, exactly the same day I port-out my number. They will automatically charge another month - even though my account had already canceled and closed. After 30 min of dispute with CS and supervisors, they are not willing to refund any cents. This is completely a fraud to me. How can they charge for a service that was not even used at all. I have been always like T-Mobile service but this contract and experience definitely drive me away from T-Mobile ever. It sucks.
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Anonymous
map-marker Andover, Minnesota

TMobil reneges on promises

I am a 6 year customer with TMobile. In November 2011 I bought a HTC sense for $85 and insurance for ~$9mo. which of course created a contract renewal. October 2012 the glass on my phone broke. I contacted Asurion and paid an additional $130 deductible. They sent me a refurbished phone of a model which by then was obsolete and no longer on the market. So by now I have paid $250 for this phone. At the same time my father had an aneurysm and I needed to deal with his hospitalization, death, funeral, family, etc. I notified TMobile of my circumstances and that I was unable to get the data of the phone. I was in regular contact and made arrangements to get the broken phone to them asap. Arrangements that TMobile agreed to. In January TMobile charged my account $150 for not returning the phone. I contacted them they repeatedly told me not to worry send the broken phone to Tmobile and the charges would be reversed. I was able to get it to them in January 4, 2013. They refused to reverse the charges and they refused to send the damaged item back to me. At no point did they ever say we will charge you if you send the phone back or not!!! In fact, every conversation the rep asked me if I still had the mailing label to return the device. During several conversations with Tmobile they tried to pass the buck to Asurion. I spoke with Asurion and they directed me back to TMobile. After explaining they are responsible for sending out the replacement phone any charges are placed by TMobile. When I informed the (usually foreign with clear communication issues) reps that I am savvy to the fact that TMobile placed the charges they stood down and attempted other angles to swindle. So now this *** obsolete refurbished piece of junk cost me $400. If TMobile had been up front with me about the phone I would have gladly replaced the glass myself and used it on one of my other 3 lines I have with them. However, TMobile reps were not upfront.!!! For that matter I could have gone to a phone retailer and bought a new model cell phone and kept the old phone and replaced the glass for what I paid for the one in my possession. TMobile has a horrible reputation and this is why!! January 16, 2013 I found out they were refusing to keep there word. I spent the day trying to find someone at TMobile who would make this right. Alas, it is useless they are all crooks. At about 2 pm I took the address to "consumer relations" and will send a written complaint. At 4 pm they called to inform me again that my account was $154 delinquent (fees for replacement). I restated my position that I will not pay for the phone. I was sent to "loyalty" dept. They tried to *** me into another 2 year contract if I accept a $200 credit to my account for my trouble!! *** NO!!! I accepted a $50 credit and will be taking my 4 phone lines elsewhere the minute my contract expires!!!
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Loss:
$400
1 comment
Guest

Your personal issues are your problem, not T-Mobile's. You need to comply with T-Mobile's policies just like everybody else.

When doing the insurance claim / handset exchange, you agreed to send back your phone in the time allowed and that's what you need to go by.

Go ahead and switch over to another service provider. It's only more expensive so have fun!

Anonymous
map-marker New York, New York

Misleading sales pitch

We were given the price of our phone with a 'classic plan' option only. We chose the 'value plan' not realizing there were different pricing for each. The sales girl encouraged us to get higher end phones. We didn't realize we were being charged face value for the phones due to choosing 'value plan'. The Value plan is not a value. Its comparable to other carriers. Stupidly we did not read through the contract and we are now on a payment plan paying off our over priced phones. Customer service let us know we were locked into the contract period.
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Loss:
$700
1 comment
Guest

Try this exercise: take a calculator (important!) and determine an apples to apples comparison of the same services you are getting on a classic plan versus a value plan. Now, multiply that monthly savings by 24 (the current two year contract). Now if you look at the numbers, the price that you pay for the subsidized (discount price) phones, along with two years of service on the Classic plan, will be MUCH higher than the same two years of service, along with the price paid for your phones, on the Value plans.

Anonymous
map-marker Boston, Massachusetts

Awful Customer Service

I have been on and off the phone with T-mobile all day and they have the absolute worst customer service. I've been trying to refill my account all morning - I've tried online, through the phone, and through a live representative and it just says not authorized. I have more than enough money on my debit card and I've called my bank and everything is fine on their end. All the TMO reps send me over to a "specialist", which when they do, just goes to a voicemail. All I want to do is refill my account! Why do they need to send me over to a specialist who doesn't even answer his phone!? They don't even give me a reason why I can't refill my account and I haven't gotten any straight answers all day.
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Jermia Bsa
map-marker American Fork, Utah

T mobile a nightmare to work with!

I have been with T mobile for over 9 yrs. I finally decided to leave when the dropped calls were becoming too much for our home business. I had a few months left on my contract for both lines. So I had to pay $175 in fees to cancel. When I ported my phone number to Verizon on Jan 5, they made me pay the entire month of service even though I had canceled. When I called to complain about this they said it was T mobiles policy that if you port your number then they charge you for the whole month. So basically I used 5 days and was charged for 30! Then to top it all off they took away both of my discounts for the last month because they said my phone had to be active to get those discounts and since I ported it on the the 5th that made it inactive so they added an addition $15 to my bill. Is this really how they thank me for being loyal to them for over 9 years. They have definitely burned this bridge. I will NEVER do business with them again. I am so grateful to have T mobile out of my life forever!!!
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Loss:
$268
1 comment
Guest

would u expect your ex husband to kiss u after u leave him for another man? just sayin

Lindi Dhx

T-MOBILE PROVIDES LOW QUALITY SERVICE

I ended my 8+ year relationship with TMobile 3 months ago, after 6 months of very poor customer service. My job requires me to send pictures many times each week. There was never a problem with taking pictures, sending them to my online album, and then attaching them to surveys at a later point, after organizing them. Suddenly, one day I was no longer to access my album. The 1st time I called customer service they acknowledged the problem and reimbursed my account $50., but when it became an ongoing problem that was NEVER fixed, they decided to quit taking responsibility for the problem, and say that it must be my fault. @&!@$)@&)@$) They were called many times in regard to this issue, and finally, after speaking to many managers of managers of managers, I had enough. I've been with AT&T since that time, and I couldn't be happier. It's about time legislation was passed to end this sick monopoly of expensive cell plans and contracts that enslave us. Who's with me?
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Loss:
$500
3 comments
Guest

What an ***. Sigh..

There's one less dumb customer to entertain me on a slow day at T-Mobile. Have fun with AT&T!

Guest

Cool story. Not.

Every company has its ups and downs and every consumer is going to go through some kind of trouble with these companies. However, switching to ATT just means that you're paying a lot more for your rate plan. MMS (Picture messaging) is actually very easy to fix.

You were talking to all the wrong people. I pity you.

Guest
reply icon Replying to comment of Guest-597309

Cool comment. Not.

Paying more for a plan that actually delivers on services it claims to offer is better than paying a lower rate for only getting some of the services that are offered. Duh. Yes, MMS IS very easy to fix, AND T MOBILE DIDN'T FIX IT!

Can you read? Pitiful.

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Anonymous
map-marker Lufkin, Texas

Trucker's Wife who is very mad.

I have a TMobile Samsung Galaxy smart phone. I love my phone but that is not the problem. Tmobile sold the tower in my area. I wake up to use my data plan to find out by a text message we are now on data roaming. We have now used up our allotted data roaming time. We have ne0ver had that until 2 weeks ago. The customer service rep told me "Well I guess if you dont want data roaming then leave your house to use the data. We are paying for 5gs we cant use. Then the rep decided it might be my phone. (up till now it worked perfect).The rep reprogrammed my phone and now my sims card no longer works. I have been 3 days without as phone. They told me to go to my nearest T mobile partner store to get a sims card for free. I went to 3 and all said they did not carry the sims card and I would have to drive to the nearest t mobile store to get it.(2 hours away) The next I called back the rep told me he would send me a new one but would take 3 days. On day 3 I received the sims card. Guess what it wasnt the correct one for my phone. Now I have to wait another 3 days for a new one. The rep was like I am sending it for free with free shipping like she was doing me a favor. They screwed up my phone in the first place. Now I am a week without my phone. We do not use a home phone. We are a trucking family and our lively hood depends on our phones. so not only am I out of a phone but, out serious money from our trucking business. Well I am paying out my contract at the end of the month and going with a competetor who is offering me a nicer updated phone. 6gs of internet no data roaming unlimited talk and text. 2 phones on the plan and it will be $75.00 a month cheaper. T mobile use to be a great company. Now they suck.
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1 comment
Guest

They don't sell towers wireless companies use each others towers but now all are not being generous with the free data roaming. so now the owners of the towers are charging so the other wireless companies using these towers had to stopping excess data or start charging for it. a rep preprogrammed your phone so now the sin doesn't work doesn't sound right.

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