aquaremo R
map-marker Chicago, Illinois

TMOBILE : SERIOUS COMPLAINT AGAINST YOUR CUSTOMER SERVICE REPRESENTATIVE AT LINCOLNWOOD TOWN CENTRE

This is regarding a serious issue against your customer service rep., working at your T mobile store in Lincolnwood Town Center (2nd floor), Chicago, IL. I had a problem with my t-mobile number 773-236-****. It was not working and its not working now also. I had called the customer care number on 877778**** and I was told to go a t-mobile store, the nearest of which was in Lincolnwood town centre. When I reached (2nd floor store in the mall) and handed over the phone to the representative, the only Indian looking guy in that kiosk, I don't know his name, the first thing before he even checks the number is to say that the mobile battery is dead and that's why the number is not working. How could tmobile appoint such a person with no knowledge about a phone at their store ? Please keep up the reputation of the store because T mobile is not some small telecommunications company. T mobile is a big established company in the most advanced country in the world. And then I transfer it to my other mobile and show him the "SIM card registration failed" command. The next question he asks me : where did I buy this SIM. I say I purchased it online from tmobile.com and the reply to that is if it is bought online, then he cannot do anything. The online purchases work totally different from the store. I tell him but it is still your own company, T-Mobile. First of all, he should learn how to deal properly with a customer. Such a behavior is never expected from a staff of Tmobile. This is my complaint against the rep. and not against the company. Regards,
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Loss:
$10
Anonymous
map-marker Willow Grove, Pennsylvania

Can't obtain a refund check

I mailed the wrong check (one made out to another company) to t-mobile and they cashed it. I requested a refund check and was mailed a debit card. Now I can't get anyone that can assist me in getting an actual paper check. I was told that I can put a complaint in writing and it will take approximately 10 days to be reviewed, but there is probably nothing that will be done because a check is against company policy. The debit card sent has instructions on getting a paper check, but I have tried online as well as calling. Finally found e-mail addresses for t-mobile execs and have written them. What has happened to customer service!!!
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Phoelena F
map-marker Charlotte, North Carolina

Tmobile worst company ever...

T mobile is the worst company I have ever had!!! My husband is deployed in Afghanistan so I decided to shop around for cell phone companies with the best international rate, was quoted 48 cents a minute ( gave them the zip code also where my husband is located), also was told it was free for my husband to call me so first bill comes in the mail 4,000 + dollars! Called tmobile, they reduced it to the rate i was quoted for... so next bill come 7,000+ dollars, called tmobile back they said and I quote " I'm sorry but your bill is due in full and you were quoted the wrong amount it is actually 3.99 a minute to call and also 3.99 a minute for your husband to call you but in order to keep your service from being inturrupted you will have to pay at leat 5000 on this bill" talked to manager, he said the best i can do for you is set this up for three payments. So paid that. Then I thought I would set up automatic payments after I got the above mentioned paid off . I set the withdrawls to come out on the day of my husbands pays, well the payments came out then tmobile sent the payment back to my bank!!!!!! And then tried to take it back out 4 days later, now mind you we are on a tight budget as I am sure most people are nowadays, we have five children. So pay goes as fast as it comes in. So called tmobile they say they are gonna do an investigation. Well with no notice my phone gets shut off, called tmobile they didnt have any record of anyone saying they were gonna do an investigation, so they said payment in full is due immediatly to get service restored well I had 100.00 left, they said thats not good enough can you come up with 200.00 I said I would have to call my mother and then call back they said ok and I asked are you gonna make a note of this in the computer? He said yes. Well call back, and what do you know they have no note in their systems that i just made arrangements 10 mins earlier so had to go thru the whole spill with them again , and she goes I m sorry but you have to pay your bill in full ... I told her to put me thru to a manager because I'm tired of being lied to, She laughed at me and said to hold on so I held on, talked to a manager and finally got the 200.00 paid. This is the worst cell phone company ever!!!... I cannot wait until my 2 yrs are up, never again will I go with Tmobile....
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Loss:
$11000
1 comment
Guest

I have not had a good call yet. I hate calling them.

They Sayers and do anything to get you off the phone. They do lie.

I contact waiting for my sentence is up. :roll

alifiadoctor D
map-marker Mumbai, Maharashtra

T-Mobile is Refusing to provide a replacement phone

Updated by user Sep 20, 2012

The month of purchase was November 2011

Original review Sep 20, 2012
I purchased a Blackberry Bold 9900 from a T-Mobile store in Grove City, Ohio. I paid full price for the phone which was about USD 600. I purchased it without a contract as I was planning on being out of the country for a while. It was purchased in November 2012. After using it for about 6 months many keys stopped working, including the menu button, making it impossible to email or message people. The phone is currently under warranty (1yr) I took the phone back to the store to get a replacement or get it exchanged but the store staff refused to accept the phone back and said that they are not responsible for replacements as i do not have a t-mobile account. They were extremely rude and did not offer any other solutions. All they said is that i need to take this up with Blackberry and they are not willing to provide any support. For the next few weeks, I had multiple conversations with blackberry customer support and t-mobile customer care both saying that the other need to solve the issue. BlackBerry was a lot more helpful as they showed me the warranty document where it clearly said that the reseller or distributor need to resolve my issue. I showed the warranty copy to t-mobile customer care, but the execs said that they cannot do anything for me and i need to take this up with the store as the helpline is only for customers and i clearly am not one. Its been 6 weeks now and I have no solution. I have a warranty but no company is willing to accept responsibility to solve my issue. I have not been able to do any business on my phone due to this issue and it is causing me a great amount of financial loss and even more duress for having to constantly pursue both organisations. The bottom line is that i paid T-Mobile USD 600. I cant understand how they have the right to claim that i am not a customer. Why do they get any right to have their logo on my handset and on the start up screen if i am not a customer. Please help !!!
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Loss:
$1000
4 comments
Guest

JOHN JOHN: The information you have stated is partly incorrect, you need to read the warranty document provided in the original packaging. The document carries both the T-mobile and Blackberry logo, and clearly states that the Blackberry will repair or replace the phone but have to be routed through the company/store that sold me the phone.

I have got that checked though a legal firm. I would also like to inform you that I have filed a complaint with BBB and have also receive a response from T-Mobile, accepting their mistake and that they will rectify the problem but nothing really has been done about it yet.

Guest

If you do not have service with this carrier either prepaid or postpaid you are not their customer. Since you bought the handset outright you have to return it to Blackberry yourself.

The carrier's obligation ended when you paid for a device and they gave you one. If you were a customer of theirs they would as a service return the handset to Blackberry as a courtesy.

Guest

The manufactures warranty is from the factory not the carrier. When a carrier returns a handset under warranty they are sending it back to the manufacturing for the customer not giving them another phone from the store shelf.

Some carriers return the handset for the customer as a courtesy so the customer does not have to retrun it to the manufacture themselves.

Unfortunately, it's Blackberry's responsibility to replace it if it is defective as defects are from the factory. The carrier gets caught as the middleman.

Guest

So what is life like in the future? It must be the summer of 2013 for you.

Who won the presidential election? Better yet, who won the World Series and Super Bowl so I can get on them.

Why in the world did you buy a Blackberry, and worse yet, why would you buy a Blackbery and pay FULL PRICE??? You do realize that Blackberry is a zombie company.

They are dead and eventually someone will shoot them in the head and put them out of their misery.

The T-mobile store should take care of you if that's what the warranty spells out, they'll receive credit back from Blackberry, assuming they are still in business lol. Did you drop the phone, get it wet, is there any physical damage to it at all?

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Kitty Sni
map-marker Houston, Texas

CANCELED T-Mobile Wireless Account after 11 years

Until last week I had been a loyal T-mobile customer - in good standing - for more thant 11 years. The first few years with a single line grew to 4 lines - and after years back to one line - with the past five years holding business line, data, text, and insurance costs. Throughout the lifetime of the 11 years I held my contracts I patiently worked through the challenges faced when mergers happened particularly Suncom to T- mobile and managed through the poor coverage and poor service. During the past year my patience was worn thin as area service continued to decline with an increase in dropped calls and the area of superior service reduced and poor coverage increased. Complete periods of zero service increased to a volume completely unacceptable however I had never entertained the idea to take my business elsewhere - until I was made aware my business was not overly important. While on vacation I found I went over my limit of 1000 texts and this caused charges of more than 50 bucks added to my bill. Without question I understood it was I ultimately responsible for the package minutes overage however, I questioned why didn't my 11 year relationship warrant initiating messaging to me that would point out the overage to me ? This charge and the lack of concern over my concern effectivly damaged a long standing 11 year relationship. A sincere response and genuine concern could easily have difused the issue instead I received memorized responses from customer service reps that are not trained to anticipate the needs of your customers. As quick as T- mobile is to send customers a reminder message to pay their bill - not so quick to offer notification to a customer to increased charges to a bill -why is there no service messaging to T-mobile customers in the event of impending overages? As a customer with more than 11 years of track record - why was it only then any thoughts of customer retention appeared - long after customer service reps failed to find a solution? It was only through my admission and announcement to cancel service was there any mention toward quatifying how my business was appreciated? After 5 customer service reps who held a lack of sincerity or appreciation toward retaining my business voices was I instructed to speak to a customer retention team? I should never have had to go through 4 or 5 service reps until I found a retention manager who would "pay me for my loyalty" by crediting my account twice the amount I was charged Although it did not matter any as it all was much too late by this point. One week later I receive a bill for a small amount from my last bil - I am unaware due to Tmobile. I attempt to go to my Tmobile online acct and find I am unable to access - I contact Tmobile to seek my online acct and view my past records of billing statements so I may clear the account - I am told there will be a 5$ charge for all statements - You have got to be kidding me- TMOBILE- fire your customer service management team - review your policies - it took just a very short time to turn a very loyal customer into a walking negative advertisement why not to do business with your company. Shame Shame Shame on you !
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Loss:
$56
3 comments
Guest

I was a very At&T loyal costumer for about 10 years, until I made the bad decision of switching to T-Mobil. The service was really poor.

We had dropped calls many times, unlike when we had AT&T. To make a long story short, we switched back to At&T in about a month. We paid our bills in full, and we canceled our contract and at the same time we asked them to unlock our phones, which we had bought the same day we signed up with T-Mobil. They never told us they would take about 14 days to unlock the phones.

We have called the company and the only thing we have received from them is an e-mail saying we have to wait for 14 days, and if they still haven't unlocked our phones, we should wait 14 more days and ask for another phone unlock request...and that they weren't responsible if the phones didn't get unlocked at all!! I am really mad with all this event, because when the time came to pay our first bill, they filled my e-mail box with "bill payment about due", but to give a prompt solution to my problem they just drag their feet.

I hope many people may see these complaints and stop before they get swindled by T-Mobil.

Guest

Buyer Beware of tmobile they will *** big time, they make promises they can't keep and when you cancel they auto enroll you again and say you defaulted and bill you $800. These people are the *** of the earth STAY AWAY!!!!!!

tcayer C

I'm with you, brother! In the early days I had Verizon, the 4 years with Sprint (until I couldn't take it anymore)and the 2 with AT&T.

I switched to T-Mobile and had two unremarkable years. No real complaints, nothing to write home about either. When my contract was up in April, I switched back to AT&T, mainly for the Galaxy Note, since both plans were similar. Imagine my surprise to find they expect me to pay $195 for service to May 24th, even though my new service began on April 30th!

They claim it's their policy to charge a full billing cycle if you cancel. The only way to avoid it would be "to cancel for personal reasons or because your phone is broken." Of course if you do that, you lose your phone number, which I've had for years. They were of no help or even friendly about it.

Screw them! I'll NEVER use T-Mobile again!

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Anonymous
map-marker Abu Dhabi, Abu Dhabi

T - Mobile bait and switch tactics

My wife was sold 3 phones and a coverage map that showed perfect reception all over the country. We lived in the midwest and had a few dropped calls however when we had to move to colorado our service was terrible. Dropped calls, continous dialing with no connection, text not being sent when phone showed that they were sent, etc. When we complained at T-Mobile local store, three separate occasions, they said that they would cancel our contract and they have made a note on our file. They gave us a number to call and once it was canceled, we recieved separate bills for late fee and a bill for subsequent month. We have always paid our bills and have been able to give companies such as T mobile the benefit of the doubt. However, because of the size of the bill we persued what we were instructed. We will pay our bill because we believe in doing the right thing but it is obvious that T- mobile will tell you one thing and do another.
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Holger S
map-marker Burlingame, California

T-Mobile quality is bad and customer service is lousy

I paid several hundred dollars for a Samsung Galaxy S Blaze from T-Mobile which never worked for a second. It came without activation card and code. So I had to spend hours with truly incompetent service people online and on the phone. At the end of the that I had used the "free" $50 refill card and made several credit card payments. I also received an email stating that my account had been activated. After more telephone fun with T-Mobile customer service, where command of the English language was another issue, I was eventually told to go to a T-Mobile store because this was not an issue that could be resolved by customer service. The following day my wife had fun at the T-Mobile store. She was explained that I did not have an active account (despite a written confirmation from T-Mobile and my overpayment). The not so friendly T-Mobile representative told my wife that this was an issue that cannot be resolved at the T-Mobile store. We have to call customer service (!) Needless to add that the rep refused to contact customer service to straighten this out. That was my experience with customer service. I will ship the equipment back and dispute the charges on my credit card. I would rate T-Mobile rate 1 out of five because 0 is not available. I hope that authorities will start looking into this.
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Loss:
$485
Anonymous
map-marker Kailua Kona, Hawaii

T-Mobile Ripoff

After terminating a NO-Contract service with T-Mobile, I was charged a $200 "disconnection fee." I had gone to the store to terminate my service, and specifically asked the store rep if there would be any other charges, to which he replied I would only receive a bill for the final month. No bill came, but a late notice did. Four days later, a notice from a collection agency arrived. Neither of the notices reflected the $200 fee. T-Mobile does not seem to regard TRUTH as something of value. My recommendation is that you take your money to a reputable company. The only thing I'm glad for is I'm no longer giving them my monthly payment!
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agrusomr a
map-marker Terre Haute, Indiana

T-Mobile

Bought a T-Mobile samsung Gravity Smart Phone and new contract about a year ago and have had trouble with the phone since I purchased it. It was slow and I couldn't text. I have taken it to the T-Mobile store different times to see if they could help me with the phone. Once they changed the sims card, another time the phone would show a message that the internal memory was full and the text wasn't going to work . I took it to the T-mobile store and was told I needed a new memory card with I purchased and found out I didn't need because I continued to have the same problem. My daughter called the tech department and was told the phone was stuck at a tower. My wife called the tech department and was told that T-mobile and Samsung were having problems with the Samsung Gravity Phones and if they come up with a solution to fix the phone then they will send a app to correct the problem.The person at the Tech Dept. had me switch my phone from 3-G to 2-G manually on my phone which I can text now. I sent a letter to T-Mobile ECR Group to ask if they would replace my problem phone with another 3-G phone like mine that works. I got a letter back saying my phone bill was due and if I want to pay it I could send it to the ECR group. I sent a letter back telling them I pay my bills on time and have never been late and didn't appeciate the letter they sent me. What I don't understand is why does T-mobile keep selling the Samsung Gravity Smart Phone when they are having so many problems with the phone. I have been told by a person that works for them that he talks customers into other phones from buying the Gravity Smart Phone because of all the problems with the phone. This just shows how much T-Mobile takes care of there customers.
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Loss:
$250
Anonymous
map-marker Chandler, Arizona

Dishonest loyalty rep

I went into T-mobile to see about getting a replacement phone for the one I had which was messing up and I was coming up on the end of my contract so when the loyalty rep was contacted they had offered to pay my next phone bill if I upgraded to the new Samsung Galaxy s3. To do so not only did I pay $250 out of pocket I also had to upgrade my plan to unlimited everything which I would be paying about ten dollars more a month for and renew my contract. When I got my bill I was upset to see that it says I owe 130$ when it was supposed to be paid for. When I went in about it they said they couldn't honor their word. I am very upset with t-mobile, I was blatantly lied to and if I would have known this I never would have upgraded and renewed my contract. I want to make it very clear I have no intention on staying with such a dishonest company and every chance I get I will make sure people know not to trust them.
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Anonymous
map-marker Minneapolis, Minnesota

I Hate T-Mobile

I have been with T-mobile since my mom got a phone plan and added me on about 11 years ago. I got my own plan with them 9 years ago. I loved them at that time, they were the best provider then. Now....I HATE THEM!! My husband and I got a new plan and a new phone 17 months ago and I am really debating on whether or not to pay the money to get out of my contract. My phone sucks with everything except phone calls (except for when I call my husband, then it sucks then too). My internet doesn't work half the time and my navigation works about 5% of the time. My husband's phone sucks for phone calls but is ok with the apps, except for his navigation which works about 10% of the time. My husband and I cannot talk on the phone with each other because: our phones drop the call, he can't hear me, I can't hear him, his phone calls me while he is talking to me (on his phone!), and we can only hear the words after the first word everytime we start a new sentence. And their customer service is ignorant and has not authority on anything. I have been a replacement to see if my internet, app, and gps problems were just with the specific phone I had. Well, they weren't. My phone starting acting up about three months after it was replaced. Then, I found out it's the model of the phone that is constantly having these issues. Why do they even sell that model then? I can only get a replacement phone of the same model and continue to have the same issues....or I can pay $300+ to get a brand new phone. It's that much because I refuse to sign a new contract since we will be leaving T-mobile once our contract is up, or sooner if we happen to be able to afford to pay them the breach of contract fee and pay for new phones at a different provider. I hate T-mobile, I never want to deal with them again.
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4 comments
Guest

Try getting out without paying the last month...not going to happen. I had been with T-Mobile 4 years.

This year more dropped calls that ever before. They did nothing. Once in a while a credit of $10 or maybe $20. In October I had one conversation with my military son and the call was dropped FIVE times.

T-Mobile did nothing. My family moved to another carrier last month and in all the conversations with T-Mobile they told me it would cost $100 to get out of the contract early. (I did contact the FCC about that issue and T-Mobile did wave the early termination fee of $50.00 [they said the fee changed from the time I called and the time I ported my number]. At least I won that part but, now I have a bill for the final month which is for a full month of service when I had 2 days of service.

Be warned you will pay a full month of service if you are a nano second into a new billing cycle. Nothing is pro-rated. I have filled another complaint with the FCC about paying for a full month when they did not provide service for the entire month.

I may ask the FCC to get me a refund for the months where calls were dropped since T-Mobile did not provide service.

Leave T-Mobile as soon as possible just make sure you ask several of their customer dis-service people what you will pay not only in early termination fees but, ask about your final bill. I did ask but, the question was never answered.

Guest

Don't pay to get out. We called them and called and called.

Jumped through their hoops, triangulated, bought new phones, they sent us new phones. I called them every time I had a problem and made their lives very bad :grin . They would not waive the fees. So we called the BBB, they contacted tmobile and we won!

No fees, no more tmobile and now are finding a company that will actually deliver service for the money we pay. Call the BBB...they will help. Have all of your documentation, write down the name and ID number of everyone you talk to, dates times, how many calls were dropped-where-when. Take it too the BBB.

Easy to do.

Go to the website, enter the information and they will do the rest. Wooo freakin hoooo!

Guest

I hate Tmobile with a passion now. It was my understanding that i was suppose to be done with my contract June of 2012 therefore i was off contract.

My husband was not off contract so we expected to pay his cancellation fee when we went to SPRINT. We decided to change to SPRINT because they are cheaper and you get a whole lot more for your money. Well, i get my bill a few weeks ago and they charged me 2 cancellation fees!!!! I was off contract!!!

There was not reason to charge my phone number a cancellation fee!!! I called them and they said a year after i renewed my contracting (June 2010) I called them June of 2011 requesting a discount because i had been a loyal customer for 5 years and i was paying way to much for internet for each phone and felt it was ridiculous. So they gave me $5 discount, which is better than nothing. Apparently i also agreed to renew my contract to June 2013 just to go from 700 minutes to 1000 minutes.

I don't recall any discussion on this subject and it does not make sense to me to renew my contract and be stuck with a phone for 3 years when they only last for 2 years. Before we went to Sprint i also called numerous times to confirm when my husbands contract ended and mine as well and they told me i was up for renewal in June 2012. I call to dispute the additional cancellation fee and i lose. I'm extremely upset with this company and very disappointed in how their phone service is as i would constantly drop calls all the time as well as paying way to much for so little.

So happy with SPRINT and the service i have received.

If you hate Tmobile like i do and are looking for another phone service to go with, go to SPRINT! They are great and you get so much for you money!

Guest

I live in Manhattan where I should have service everywhere, but I don't even get service in my apartment with T Mobile. It seems like everywhere I go I where I have no service, I look around and people are happily using their I Ph ones.

My HTC phone drops calls more often than it completes them. I get 2G service everywhere, not 4 G, and on countless occasions I am trying to send an important email and it literally takes hours to send. I am locked into my plan because my *** sister hijacked our family plan and signed us up for an iron clad T Mobile contract.

I hate TMobile. They stink!

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Anonymous
map-marker Murrieta, California

Terrible coverage,,,,even worst customer service

Map shows excellent service.. Actual service is brutal,,,no service 50% of the time.. Customer service is totally useless. Should change the name to T immobile. I will be switching carriers real quick. I only needed service for 3 months on my factory unlocked iphone 4s. I'm so glad I did not sign up for a contract. T imMobile seems to work in the inner city,but not the outer areas. rovide as much information as possible, you will not be able to edit your review but you will be allowed to add on to it if you create an account during the submission process.
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gdiniz
map-marker Sunrise, Florida

T-Mobile Pissed Consumer

I made a contract with T-mobile in December of the last year and then i traveled to another state. when I back I see that i had a bad signal in my home, then called the customer service and did not to fix the problem, no one told me to change for another company becouse they would not be able to solve the problem. I called several times and after 8 months after sending a letter to the service consumer i decided to cancel my contract and then sent me a bill for U.S. $ 956,05. After 45 days I received another bill for U.S. $ 495.00. My question is if I do a bad job for my customer he would have to pay for my work? Does it have any lawyer who can guide me? gdiniz04@***.com
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Loss:
$1451
Anonymous
map-marker Boston, Massachusetts

Terrible Customer Care @ T-Mobile

I was told by T-mobile before canceling my service that if I gave them a heads up that I'd be canceling mid-cycle that they would prorate my bill once I received the final bill. I spent one hour trying to resolve this. First, while awaiting a supervisor, I was hung up on (and not called back). After spending an additional 30+ minutes on hold, I was told by a supervisor (Nick A.) that even though I only used 8 days of service during my last month that they would not be prorating my bill. Boy, am I ever glad I switched over to Verizon! Goodbye, T-mobile!
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Loss:
$100
Anonymous
map-marker Boston, Massachusetts

T-Mobile SCAM! BAD BUSINESS PRACTICES!!

T-Mobile Ripped Me Off! I changed carriers due to breach of contrat on T-Mobiles part and they still are charging me the early termination fee. The contract states that I am not liable for the fee based on my circumstances (THEY changed my contract...), yet they still charged me for it. They will not let me speak to anyone who has the authority to waive this charge. BAD BUSINESS PRATICES!! Based on the generic form letter I received and haven spoke with the useless customer service department, I am clearly not alone. There should be a class action suit taken against them!
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Loss:
$200
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