T-Mobile Complaint, 7.2.19 I have two disputes with T-mobile. The first, since signing up in December of 2016, I'm about to start only 5th phone (4th replacement phone). The initial new sore phone was a LG G4, which the volume went bad after a year. When the replacement came I unboxed it in the store and the representative notice that the screen was defective, so she took it back and ordered another one. Each order takes about 2-3 business days, so I'm without business contacts etc...the new phone arrives LG G5 and they transfer my data within 60 minutes. Well this phone goes bad over a year later, so they order a replacement which takes 3 days. I spend over 3 hours in the store with them trying to set it up (system delay problems) and difficulty transferring my data which they failed to complete, so I lost half of my data. A little over a year later and that phone suddenly goes black, and overheats, but won't restart or charge. Now they are sending me another phone but they should be letting me pick out the phone of my choice from within the store, instead of sending me a turned in, refurbished, or reconditioned phone. I still have original cell phones from 2000, from several other carriers that aren't broken just outdated. My second issue maybe an administrative issue. In 2016 I was convinced to leave my provider (Sprint Monthly Plan, with my own phone), along with my In-Laws (Verizon), and daughter (new), to join T-mobiles family plan with my wife (Virgin), her brother (T-mobile) and his son (T-mobile). The sales pitch was we would save money, get updated phones, and other perks. So there's 7 of us on this plan. What no one told us that if any of us are late, they disconnect everyone’s service, then charges a $20 reconnection fee for each line or individual, $140. So we've accumulated a sharecroppers indebtedness of reconnect penalties, which we didn't realize initially because the service would be restored for the monthly minimum, but the debt remained. Once each occurrence $140 extra would accumulate to the bill. Trying to coordinate everyone to know and be instinct with their potion of the bill payment is ridiculous, which I told a representative while trying to understand and resolve the bill. Yet I couldn't because only my wife and her brother were administrators to the account. Everyone wants to leave T-moble but feels trapped or locked in because of the outstanding penalties. I've never been involved in system like this, I've had Sprint, T-mobile Monthly, Straight Talk, & Sprint Monthly. My wife says she's tried to negotiate with them, and threaten to leave but they've refused. It's a share cropping system that locks users in so they can't leave without resolving the debt! I forgot to mention that my In-Laws phones are going bad also! We all had the insurance replacement plans which adds $6-$12 per month per phone to the plan. I never had nor needed an insurance plan with my previous plans! Update 7.5.19 I still don’t have a phone! On 7.2.19 I took my nonworking phone to a local T-mobile store in Centreville, They couldn’t get it to power on and determined that I needed a replacement, under my warranty plan. The employee couldn’t access my account because there was an problem with my account and sent me home. Yet I had received an email a few days prior that confirmed the account was in good standing and a payment had been received. I call my wife at work after returning home, she calls customer service, who proceeds to tell me that the store employee should’ve called them to verify or access the account. After giving them a description customer service decides to send me a replacement phone to the local store within 2 days. Later that afternoon my wife gets a confirmation text that the phone was sent. The next day, 7.3.19, my wife receives a text that the phone arrived, and was received at 12 noon. Not knowing this I call the store at 3.30p to see if it’s in so I can pick it up, the employee tells me that it hasn’t arrived. I see my wife around 530p and she shows me the text, along with a second text confirming the delivery. She calls the store and they confirm that its there. I go there around 6.30p, the employee finds it but says she can’t release it because the manager didn’t check it in and he needs to be there to release the phone. I asked what time did he leave, she says 11a and will be in at 10a the next morning? So I go home again without a phone. The next morning, 7.4.19, I return at 10a, the manager’s not there but the employees find, unpackage the phone, and calls the manager to find a way to release it, which takes about 30 minutes. Next a glitch occurs, concerning if I should be allowed to keep my original phone. Since it was replaced by the customer service, one employee says that I can take it, while the other says I have to turn it in to get the replacement? She calls the manager to confirm! I explain that I need to transfer my data, business contacts, notes, etc, and since they can’t do it there, I can take it to a business that can, and after I’ll return it. My wife’s did this with hers when T-mobile and the Apple store couldn’t retrieve her data, and she returned the broken phone afterwards. So we were at a stalemate, with both employees sympathizing with me, but the manager stating the store policy. So one employee proceeds to accesses the company policy to review, then calls someone and they say that I can’t have the phone because of an outstanding balance. Also, that it has to be returned, and reordered. So after an hour I leave again without a phone. Before I leave I express my disappointment, frustration, and anger that T-mobile’s customer service is horrible! Why would I get an confirmation email and customer service process the order if the account wasn’t in good standing. I have my own business, so besides clients not being able to reach me nor I them, my 89 year old dad who I care for was in the hospital, 5 weeks, and I was in communication with the doctors, nurses, social worker, caregivers, etc, daily. I had to authorize his care and procedures. So T-mobile’s inept customer service cost me valuable time, money, ability to care for my dad, and manage my business. T-mobile needs to review their customer service policy and procedures! The current system is broken. Local managers and employees need the ability to provide service that’s efficient and effective. Again, this is the 5th phone replacement in 2 & ½ years! Someone should’ve stepped in to immediately resolve it. Everyone agreed that 5 phone replacements wasn’t good service but no one could resolve it in a consumer friendly and efficient manner. My wife spent a few hours arguing and trying to resolve this. Talking to managers and supervisors yet no one had the authority or urgency to resolve it! She told them what to do or what they should do to get it fixed, yet after knowing the circumstances no one could resolve it in a timely manner. Horrible, customer service! I own a small business and I could have resolved this, instantly. If I had provided a customer with 5 bad products, I would’ve bent over backwards to appease that customer! Including asking them what, how, where, and when or whatever they need to resolve this. I would have sucked it up and provide great customer service to make up for the previous experience! At this time T-mobile can’t do that! No one on the family plan wants any part of this plan or with this kind of service, actually non-service!