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Tmobile - Awful company who lack professionalism in their ABQ call center

2.4
Details
I recently canceled my service with T-Mobile due to the lack of customer care. I was left with two phones to pay off; iPhone 8 plus and Samsung Note 8. I called and spoke to a rep named Ashley #1223118 at the ABQ location and she informed me I could return both phones and the remaining balance would be zeroed off my account. I immediately took the iPhone to a local store and returned it. I called today to verify they received the iPhone and let them know the Samsung was on its way when another rep in ABQ Bryan #1222612 stated that the info Ashley provided was incorrect and there was nothing he could do for me. I asked to speak to his supervisor to resolve this issue and file a complaint. He transferred me to a rep named Matt #1223442 who refused to assist me in any way. He did not bother to look into the issue or contact someone to see if there was anything that could be done. He simply stated there was nothing he could do, that I signed a legal document, I will still have to pay on the phones even if I return them, I could not have the iPhone back since I was still going to be paying on it and he was not going to provide me with any credits. I asked to speak to his supervisor or a number to the corp. office so I could file a complaint. He informed me there was no number and that I had to write a letter and send it to a PO Box. Again, I asked for the number and again he refused. He proceeded to tell me he was not going to do anything for me and that no number exist to file a complaint. I was finally able to get a phone request in to have his supervisor contact me, which he stated I refused that option in the beginning of the call. After that, he hung up on me. I called back and spoke to someone who transferred me to the resolution dept. I am still waiting for a phone call back from someone to address this issue.
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ID
#1422272 Review #1422272 is a subjective opinion of poster.
Location
Albuquerque, New Mexico
Service
Tmobile Customer Care
Reason of review
Poor customer service

Tmobile - Closed account

Closed account since Aug of this year. Called 3 times to correct.. 3 reps.. hung up on.. I will report this ASAP.. bill of over 700 for an account that does not exist..
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ID
#1421241 Review #1421241 is a subjective opinion of poster.
Product
Tmobile Account
Reason of review
Poor customer service
Preferred solution
Full refund

Tmobile - Sold SIM card and terminate SIM to resell SIM number

1.0
Details
Bought a T-Mobile SIM Starter Kit that has a "Activate By" date of 12/19/2018, which is 10 day from today. When I tried to active the SIM today, the automated system says the SIM card number is currently active. After waited nearly 1.5 hours on the phone for Support, I called T-Mobile on a different phone and got transferred to 3 reps from 3 departments, and the result was a cut line. Got hung up by T-Mobile rep. Then the first phone call I was on hold came through after another half an hour wait, and the girl was VERY argumentative. She actually tried to argue from the price I paid for the SIM card to whether or not the SIM was postpaid. She hung up the call while I was talking. Both reps actually asked me to "start an account" or "start a line" at the store or with their sales rep as resolution to the problem. What nerves!! The other 2 reps wanted me to buy a Starter Kit again. That Starter Kit I bought was to test out their services and I'm glad I found out the real T-Mobile before getting a line with them. I left T-Mobile when they were sold to the current owner from a European country because the new T-Mobile was rude and uncaring to its customers. Leaving T-Mobile was a good decision.
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1 comment
Anonymous
#1611144

Got too upset and took the Starter Kit to a T-Mobile store after lunch. Explained the situation to the store rep and he quickly resolved the problem for me.

I did have to start a service and pay for it, but it was a pleasant visit with the sales rep.

Now I only need to switch phones to test the service because my unlocked phone somehow seems to have locked up again. The issue is resolved.

ID
#1420465 Review #1420465 is a subjective opinion of poster.
Location
Sugar Land, Texas
Product
Tmobile Sim Card
Reason of review
Bad quality

Tmobile - Locked my device illegally

1.0
Details
I bought Apple Iphone XS-max brand new from walmart last Saturday. I choose carrier as Sprint network. I did accidentally inserted lyca mobile SIM in it, TMobile locked my new Iphone. I reached out to T-mobile, lycs, sprint and walmart, no one ready to help, especially TMobile is most and worst customer support I have ever seen. They locked my phone Illegally but for unlock they need to Tmobile account. I told that "I am lyca mobile user and lyca is using tmobile coverage still they want t-mobile account." It completely non-sense, for locking my device they don't need any account or details but for unlock they need all these. I understand unlock process is a bit difficult, but my question is for locking device IMEI, T-Mobile is not even validating anything. I want to take this is a serious thing, planning to proceed legally on it.
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ID
#1410649 Review #1410649 is a subjective opinion of poster.
Location
Brooksville, Florida
Service
Tmobile Customer Care
Reason of review
Poor customer service
Loss
$1100
Preferred solution
Ulock my phone.

Tmobile - Team experts in the Maine...lack of intelligence

2.0
Details
Long story short....And after 2 hrs on the phone with Team experts :Sarah and her supervisor Tyler in The Maine office, their lack of knowledge is beyond comprehension..All I needed was an extenion of a week to pay my bill ...Sarah said she could not authorize an extension so I asked to speak to a supv.... ( Tylor) got on the phone and after going back and forth for exactly 1 hour he said that it was out of his hands as well and that I would loose service within 24 hrs if a payment was not received..I went with my gut feeling, figuring something didnt seem right...I called customer service back an hour later and I explained the scenario to another rep...her anwer was ...Not a problem your account has been put on hold for a week...you do not have to worry about any type of interruptions of service....Now why in the world was Tylor a supposedly supervisior unable to do this??? Instead he *** around for an hour and got me really frushtrated for no reason...I lost all faith in T Mobil customer service...Team of experts....And further more word travels very quickly.....if I were the CEO of T Mobil I would monitor these complaints in fear of losing valuable customers, unhappy customers means NO T Mobil....without us their is no Tmobile..wake-up...
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ID
#1409452 Review #1409452 is a subjective opinion of poster.
Location
New York, New York
Product
Tmobile Account
Reason of review
Poor customer service
1.9
Details
I was a very happy customer of Metro PCS for years, and I was very pleased with my service there. The service was efficient, fast and very afordable!! I recently switched to TMobil because I got an opportunity to purchase a better phone from a friend, but the phone is...
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ID
#1406860 Review #1406860 is a subjective opinion of poster.
Location
Houston, Texas
Service
Tmobile Phone Plan
Reason of review
Not as described/ advertised

Tmobile - Don't care about existing customers

2.3
Details
Getting ready to leave. New customers get current phones free or at great prices but you need to add a new line. I started out alone, have added 5 lines over time. I guess I need to go to a competitor to have them care about my business. Great deals for new customers but not current customers shows where their priorities are. A tactical mistake many growing companies make.
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ID
#1406693 Review #1406693 is a subjective opinion of poster.
Location
Sarasota, Florida
Service
Tmobile Phone Service
Reason of review
Poor customer service

Tmobile - Sucks so far

3.3
Details
Triple the terrible support. New customer, online access "limited" probably because I used a temp sim/# to test service then ported main number over. Online does noi recognize either and errors out when trying to update. Called as directed. entered ph# pin, verified. First rep asks for both. Explain and after a bunch of scripted word diarrahea moved to department that can help (after rep puts in notes so I dont have to repeat, hahah). Next rep. whats your phone, pin, explain problem. Third time on call verifying id and second explaining. Many blessings and reassurances problem can be fixed but not my department have to transfer you a third time. Notes written! Nexyt rep, name, phone, pin, whats the problem. Oh so sorry to hear, rest assured will be handled in 1 to 5 business days. *** still don't work. Hours wasted on phones (took 4 calls to get to "rest assured stage". Lured in by savings but realizing aggravation factor negates savings. The "it just don't fing work factor" and "English as third language" makes tmobile unuseable. Very sad as network kicks *** where I live and work but lack of customer service not worth the 750/yr savings. At least Verizon had semi-comptent reps vs the abysmal service from all 15 tmobile reps I have dealt with in last 3 days. Worth the exra 40/mo to go back. Damn, wanted to love tmobile so much but third major component (customer service) TOTALLY INCOMPETENT at best. Why, when you have a fabulous network and store, does a company ruin it with incompetent offshore tech support. There are plenty of companies that offer competent offshore but Tmobile employs mindeless drones that are way to chatty and cant really understand numbers or basic sentences unless repeated 3+ times and leave no doubt your problem will be totally ignored.
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ID
#1406688 Review #1406688 is a subjective opinion of poster.
Service
Tmobile Technical Support
Pros
  • Price
Cons
  • Horrible customer service its a joke
Reason of review
Poor customer service
Loss
$300
Preferred solution
Deliver product or service ordered
1.0
Details

Update by user Nov 12, 2018

If I could give T-MOBILE no stars I would. I will let you know when I receive the refund. Stay away from T-MOBILE!!!

Original review posted by user Nov 12, 2018

My husband took me to T-MOBILE, after we had issues with Metro, now mind you T-MOBILE just bought Metro. I went with him, just to look at phones, that...
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ID
#1398899 Review #1398899 is a subjective opinion of poster.
Location
Bloomsburg, Pennsylvania
Service
Tmobile Phone Service
Reason of review
Return, Exchange or Cancellation Policy
Loss
$150
Preferred solution
Full refund

Trash Mobile not Tmobile

1.0
Details
Been a very loyal customer with T-Mobile for 18 years but now finding out it’s a big and rip-off phone company with nothing great to say besides, “stop trying to steal the people’s money and do your job honestly, diligently and with some competency.”
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ID
#1388891 Review #1388891 is a subjective opinion of poster.
Location
Saint Paul, Minnesota

Tmobile Sucks!!

1.0
Details
Tmobile shut my phone off after making a payment arrangement....they were having trouble processing payments on their end for over a week...but they still suspended my service. They never owned *** responsibility just kept telling me how lucky I was that they didn’t charge me $20 restore fee for each phone. T-Mobile’s mistake...but I should be grateful?!!! *** Hunter from Maine’s call center is a huge pile of poooo!!
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ID
#1379506 Review #1379506 is a subjective opinion of poster.
Location
Boston, Massachusetts
Service
Tmobile Customer Care
Reason of review
Problems with payment

Tmobile - Buy one get one NOT

I did this for my son because he wanted an iPhone 8. Got 2 iphones, well they charged me for 2 iphones in my contract approx. $1550.00, (when they should have only charged me for 1 at $699.99), I hounded them until I got that $699.99 back. Now I notice that I'm still paying $29.99 per month for the 2nd phone! They are determined to screw me over with these darn phones. I'm not really an iPhone fan but I figured get one free? That's not a bad deal. The person at T-Mobile who did my contract didn't even give me the buy one get one free offer. I specifically told them that's why I wanted the contract. What a scam. I'm showing i owe 16 payments of $29.99 on "each" phone. That's 2nd phone is supposed to be the free phone! That's not free! Will NEVER USE TMOBILE AGAIN.
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ID
#1372391 Review #1372391 is a subjective opinion of poster.
Location
Baltimore, Maryland
Service
Tmobile Buy One Get One Free Deal
Reason of review
Not as described/ advertised
Preferred solution
Take of the charge for the 2nd phone that should be free and give me the correct monthly payment.
1.5
Details
They ripped me off for 2 years and tried to continue to but I ditched them for AT&T. Always review your bill with them as they've been over charging me for too long and when you question them about it they offer you discounts because they've already made so much off of...
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ID
#1371323 Review #1371323 is a subjective opinion of poster.
Location
Bronx, New York
Service
Tmobile Deal
Cons
  • Having to call every month to complain about my bill
Reason of review
Pricing issue
Loss
$2000
Preferred solution
I want the FEDS to investigate their business practices

Tmobile - Service interrupted for paying too much

1.0
Details
I was hospitalized this past week. I had a friend going to one of the stores and make a payment. The bill was roughly $44.78. It was set up so that it would come out of a debit card. My friend paid $45 on my account. I'm being threatened that if I don't pay the remaining balance by tonight my phone will be disconnected. The second part of the arrangement was due to be paid on October 7th. They're saying because the friend paid $0.22 more than what was set up on the arrangement that the arrangement has been nullified. I have been a T-Mobile customer for nearly 10 years. I have encountered in the last year numerous technical problems customer service problems, profanity in the stores. T-Mobile service has gone down tremendously over the past year.
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ID
#1369837 Review #1369837 is a subjective opinion of poster.
Location
Los Angeles, California
Service
Tmobile Phone Service
Reason of review
Problems with payment

Tmobile - Misformed several times by representatives

Horrible customer service! I just joined TMobile, and I am already disgusted by their costumer service. At first they left my telephone at a neighbor ‘s front door. Then, I have been going back and forth with their representatives who don’t know what they are doing about the same issues. I was misinformed in several occasions. Today, I spent over an hour over the phone for them to solve one issue, and two trips to their retailer stores. They still giving me a turn around. They will tell what you want to hear to get you off their back, and to get your money or to join them. They are one for telephone carriers’ scammers that I ever encountered in my life! Stay away
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ID
#1360247 Review #1360247 is a subjective opinion of poster.
Service
Tmobile Customer Care
Reason of review
Poor customer service