"I started the Jump program on 9/04/2020 and since then I have had nothing but trouble. They sent my new phone through the mail, I received it and I sent the old phone into their warehouse. I received an email saying they did not have my phone so I started dealing with customer service and got the run around for a month telling me that they could not find the phone I sent in. Then after dealing with them for a month I called the corporate office in Bellevue Washington and spoke to a man named Gabe. I told him everything that had been going on and that the only thing I wanted to do was to take the new phone in and close my account after being told by one of their experts that I had sent in an empty box. Well I was not on the phone with him more than 5 minutes and guess what they found the phone. I was still not happy since I had been told i had sent in an empty box. So I told him again that all I wanted to do was take the phone back into them and close my account and he started in on that I had been with them for so long and that I should not let 1 little incident take me away from the company and I told him I was still not happy and he said that he would give me a $50.00 credit to my account. They can keep the $50.00, he may call it one little incident but being told that I had sent in an empty box and pretty much told I was lying about sending it in now mind you he never called me a liar but he sure pointed to it several times. So a small piece of advice don't use t mobile or sprint unless you want to be screwed over and over it took 11 calls and me giving them the tracking information 11 times before their ever found the phone and then they only found it after I called corporate so something does not sound right. You may pay a little more with another company but it will be worth not being told that things being said is only 1 little incident and thinking $50.00 dollars is going to fix everything, guess what it hasn't I am going on every website that I can find and leave a review about how I was treated by their team of experts and then how corporate treated me. I will also be filing a repos.t with the Washington State AG office on Monday morning. So just a little piece of advice unless you like being treated badly I would go elsewhere to look for a phone and stay completely away from T Mobile and Sprint they are both owned by the same company."

"I've had t mobile for over 6 years and they never seem to let me down when it comes to issues with my plan, phone and or service. I've finally had enough and decided to share the final straw. I have a Samsung galaxy s20 ultra which from day one has not worked properly. My service is terrible, I have to constantly retry outgoing calls, incoming calls go straight to voice mail, text messages don't send, can't receive messages, and when I finally do get some type of decent service messages will come in 6+ times. I'll have full bars and no service, 5g signal but slow to no internet connection. Extremely frustrating paying for a 1500$ phone with cell service to use as a wifi only device. I have contacted t mobile numerous times to resolve the issue and over the past 8 months have been given different troubleshooting methods that never resolve the issue. Finally yesterday an associate tells me it's a software issue from Samsungs end, which is a little confusing to me, seeing how I never heard of these issues with other carriers on the same phone. They only offered to have me trade in my phone for a lesser phone. Or pay more money for a better one. Not taking into account that I paid about 600$ on this phone already. Which is extremely unfair to pay for a phone for so long that has not functioned properly. T mobile has given me so many issues I try to be understanding but this is it. I would not recommend T mobile to my worst enemy. Such a failure of a company. Taking so many steps backwards acquiring sprint who has the worst cell service out there even worse than budget services. **** it T mobile! "

"Garbage I had better service in Afghanistan. T mobile is a racket and should be charged as such. These people are criminals and have stolen and scammed me. They said they would pay off my my phone and my wife's phone, they made us go through the **** ringer to even get a dime and at the end of it they only gave us $425.00 out of the $791.00 bill we owe Verizon. They used my military status as a ploy to take advantage of us. You people are the lowest of scumbags, you're lower than whale **** in my eyes. When we do get our $425 bull **** check I'm going to pay off Verizon (with a large chunk coming out of MY POCKET) then I'm going to pay of these WORTHLESS GARBAGE **** PHONES YOU SOLD US and then I'm going back to Verizon. Thanks for nothing and a huge waste of money during a **** ECONOMIC CRISIS! "

"after being a loyal customer of t-mobile for 8 years, i found their service and especially customer service to be AWFUL....they made an internal mistake and cut my service during the height of the carona pandemic and i was left without phone service for days, they admitted the mistake and took about 50 buck off my bill...whooppee...my phone has been PAID OFF for over 5 year and is still locked...after about 9 hours of struggle over the telephone, they made it impossible to get the phone unlocked so i could move to another carrier...as a result, i will have to DISCARD my I-phone....after several hours on the telephone, they would NOT PORT my number over to a new phone....the number i have had for over 25 years...i have to get a new number and make contact to all of the people that had my old number....TERRIBLE customer service...DONT go there....."

"We switched to T-Mobile December 2018. Upon receiving the first bill, we noticed we were being charged for protection 360 on 2 of the phones which we did not authorize. On February 22, 2019, I visited the store and spoke with the person who sold the phones and plan to us. He said the credit would be on the bill and it would take up to 3 billing cycles to appear. We never received the credit. He also gave me his personal cell number so that I could contact him if the credit did not appear.

In August 2019, we had to cancel our TMobile plans because my son was starting in college at West Virginia University and there was absolutely no reception with TMobile. I was forced to pay in full for both phones which were BOGO at no fault of mine. I spoke with so many representatives about this and they repeatedly referred to the contract that was signed.

I spoke with Kyle in the store again in August after texting his number with no response. In regard to the refund for the protection 360, which was never removed from the bill, was now totaling $210. His response was that I had cancelled the account and therefore they couldn’t credit me the money owed to me for the plan. After some back and forth, he said he had to have his regional manager take care of the credit. He was going got contact her and let me know.

I visited the store again in December 2019 because I still had not received the refund. Kyle avoided me for a period of time, then went to the back room and closed the door. I asked one of the sales people to let him know I needed to speak to him. He reluctantly came out and looked at the account. He said he saw a credit being processed on my account but didn’t know how much or when I would receive it. He also said at this point I had to call customer service to help any further.

Tonight, I called customer service. They told me I have to go to the store and request the credit. The store is obviously closed due to COVID 19.

I’m am at the end of my patience with TMobile. Between being forced to pay for both phones on full ($1500) so that I could communicate with my college son and not receiving the refund )$210) I have requested numerous times for something I did not authorize, I can honestly say I am ready to take legal action at this point.

Bad move switching to TMobile!!!"

"They tried to charge us without our permission. My plan have 2gb of high data per line but somehow one of them doesn’t have that option. I came to the store and they said already fixed. 2 weeks later they charge me the highest of add on service. This company is so bad."

"I just switched from AT&T to T-Mobile and it was the worst decision I ever made. Terrible service, if you forget you pin number you have to go to an actual store to reset it. Terrible network and voice quality. "

"I been a tmobile customer for a long time never had problems with them till now this year 2020 they slowed down my unlimited 4g because they said i used up all of my 4g 50 gigs of service they tried to offer me anothe phone for free, charge extra money for the taxes on a new phone they were going to give me 100 gigs of 4g service. i told them i dont want a new phone.so they do have unlimited Data but they no loger have unlimited 4g service."

"Took our phones to get 55 plan after3 days they tell us theycant do it. 2hrs a day. 4th day the give us new phones 2hrs. We bring new phones back next day email does not work. They charge us $61 for sim cards, $73 FOR RESTOCK we had the phone 1 day. This is nuts never again we won't bback."

"Hello Everyone,
We have an account with 4 lines with t mobile under simple choice North America plan for almost 5 years. Let me share the three experiences with you with t mobile and please suggest me what I can do in this scenarios.
Scenario: 1:
The primary account holder (let say X) for my account want to move from the line. We made a call to customer care and requested them can you make another person on the account (let say Y) and the primary account holder and give all the responsibilities to him. Then the customer care made all the changes and they mentioned you are good and there will be nothing linked to X for any case.
After calling 5 times and wasting time for almost 4-6 hours we got the above conversation and result.
Scenario: 2:
Now after we changed the primary account holder of account to Y. After one month we want to add the line on my account. I think we went to store and called customer care for almost many times and they mentioned sorry you cannot have the access to add this line as the account holder is Y. They asked my friend not use the mobile for almost 2-3 days as the t mobile systems are so fast and accurate. After going through lot pain and struggles somehow we got through this issue and line got added.
They asked me to buy the sim and they did lot of process. I think I ended up paying almost $ 120 approx. from my pocket and the monthly bill has raised to 40$ for consecutive 3 months. I think this time I called customer care for almost 16 times and for almost 20 hours. Thanks for t mobile for their loyalty to a customer who has been with them for almost 5 years.
Scenario: 3:
After one month one my friend in my line has decided to go on business trip to INDIA. Before going to INDIA, he made a call to customer care and asked whether” he can use this service in INDIA?” The t mobile customer service has replied “we are the best in network coverage and we have coverage in almost 70+ countries and in which INDIA is also there. You can enjoy the trip. “As we did not believe in T mobile for the first time from different experiences we made a call again and asked then also mentioned the same.
He went to INDIA and he see no service on the mobile. We work in IT and all our work laptops needs the authorization code to log in. We always register our phone number to get the pin codes. As he don’t have the signal he is not receiving the pin and he not able to work. So he made a call to me, the primary account holder, Y, can you check with them? I told ok I will talk to them and get it sorted.
Now I made a call to customer care, and explained the situation.
Customer care: we can change this plan and we get his service
Me: ok can you do it for me now.
Customer care: Sure. Let me keep you on hold while I am working silently on this.
Me: Absolutely take your time.
I will be kept hold for more than one hour and say hello … hello... And no one replies. I have to end the call and call again.
Here comes the funny part. There will be wait time to get the customer care and instead we can use the automated service which they call back in 5 minutes. They never calls me back in 5 minutes they take at least 1 hour. You get a call back and they speak in Spanish which I have no knowledge of it. After doing lot of research I came to know we have to press 1 to answer that call. Now the new customer care person gets assigned he again asks how I can help you. If t mobile records the messages and Write the memos of what we spoke with the customer service agents why can’t they refer to previous conversation. Any ways I started explaining again as my friend need the service ASAP. After listening all this they will say sorry we deeply regret and hard time we have given to you. He says the solution which doesn’t even match with the solution given by the previous agent. Ok can you do it for me again he told can I keep you on hold for 5 mints while I am working on it. That’s it I am on hold for again one hour and the same story repeat again. Trust me this happened 7-8 times and every time they gave me a different solution and they made me to wait for almost 7-8 hours on hold wasting my time and my friend time.
Finally I think there is a person who called me from leadership and he asked what is going on with the account. I explained all he above things and I asked one thing can you please help my friend to get his service back? He explained me some steps that the process of making the primary account holder is not smooth.
So you have to make the call with the previous primary account holder X and me Y and customer care they will send one time pin to you. They will take the approval from the primary account holder X and once done, we will run a credit check against you Y then the account will be moved from no credit prepaid to credit postpaid and you can enjoy the services. I asked him it will smooth process and he mentioned it should not take more than 1 hour.
Now I got hold of previous primary account holder, me and customer care we did this process and the agent transferred me to another person. He told my SSN and ran the credit check. We are on the same page that the Simple choice North America plan is being moved to Magenta plan which is monthly bill of 160$ with postpaid credit account and with global service to all over lines. He told the credit check is approved and he transferred me to another agent to do activation process. Now the agent at the activation process asked me can you give me a minute while I am working in silent. He kept me on hold for almost for 2 hours and did not hear back. I ended the call the call and made the call again. They ask me the whole story again and I explained everything. After I explained they say the word can I keep you on hold for a while to do little research? That’s it I am again on hold for another 1 hour and story starts again. After doing this for 3-4 finally I got hold of one agent. She mentioned it is under review with higher officials and it will take time for almost 24-48 hours. I requested what about my friend. They all reply “sorry sir this is the process and system will not allow to do it?” As it became 2:00 am at night, I asked them can they check and let me know in the morning what is going on. Now when I woke up I see different plan on the account all together. I again made a call to the customer care next morning and told very harshly, as t mobile deserves after doing all this, what is going on with this account.
Out of now where they again asks me we have to run your credit check and need the previous primary account holder approval. You already ran the credit check on my account. No sir we need to run and that is only the option we have.
Trust me with in less than 30 hours in which 7-8 hours of my sleep I made the calls to customer care for almost 31 times and was in call with them for almost 14-16 hours. Thanks to t mobile for treating me like this. After reading all this everyone has the question why are you still with t mobile. As my friend is in INDIA and I am in USA I cannot send the new sim from different carrier and t mobile is only option and the t mobile has taken advantage to it max. Some agents even don’t know how to speak and treat the customer. We made out mind clear once he is back from India we are changing to another carrier. We have 5 account with 4-5 each on it will be moved to another carrier as well. Is there anything I can file a complaint or proceed legally in this matter that happened with me and customer care?
Why only concern is please let me know what I have to do to get the service to the person in the INDIA
"

"After being with them 7 years and was told I can trade .the lady said they don't have any of what I wanted you can come Next week to get the one that you want later on I went the following week and she said now you gotta keep that fun I was tricked into another phone at that time I was like OK so fine not even like 20 days later with a phone cracked so I went back I said O you gotta pay for any account cause your insurance hasn't Kicked in Well ok
But I am a military family so do I get a discount yes of course we went with that phone with cheaper actually the bill was . Then what happened . Somebody started changing my password over and over and over so constantly I have a going office to show my ID OK. This past 2 months ago I was told I had to turn in my phone otherwise I had to pay the full price of $589 I was like what. So I did turning the man that day well unfortunately I got them taken away from me by a customer in another store that I was in so I had to report that. They apparently didn't care I still had to pay full price of the phone and phone they were not going to help me at all so here I am stuck. But before that they said OR to pay $13 just to upgrade your service to turn it on and then I paid another 45 and then I paid another 65 then I paid and 85 he had gone beyond control I was done . PS thanks for helping family and military family no thank you."

"Too put simply this is a terrible business. You get a phone put it inside a phone case have it break less than 30 days later and they refuse to trade it back because they have such crappy guarantees they last only 14 days like really? You think I am going to figure everything out on my new phone and see if there are any problems by then to report a problem. The second experience was with ANOTHER PHONE that laster no longer than a year replacing it over 5 TIMES!!! Each time having to pay them 5 dollars to replace THEIR FAULTY PHONE! From problems with the GPS not working, screen burning, to physical warping of the phone due to heat they expect me to pay for the new refurbished one. If you are wondering it was the LG G5. Now recently I found out they were charging me for a tablet that they gave to me for FREE as part of a "free promotion" for said crappy phone. Not using it for years cause I already had another tablet found out they were charging me for it. They won't return my money cause the "promotion rebate has closed out". "They," said you needed to go on the website to claim the promotion. Yep sure the only thing they told me was to mail in a 50 dollar rebate for the phone which wasn't even from them but the manufacturer. I think one of their employees set up the promotion as a transaction so he would get more commission off of it than if I was getting it for free. I'm done with these people I'm going to find another carrier that won't be treating me like absolute garbage. If they ever want me to recommend them they might have to dig up my corpse and puppeteer my body for that to happen!"

"Last month my bill went up just under $20. When calling support to find out why, First they said my husband bought extra data. When I told them that wasn't possible, he hardly knows how to use his phone, they then said it was a mistake that I get some type of corporate discount and they adjusted my bill. This month my bill was up just under $20 again and when calling was told my corporate discount ended. I wasn't even aware of this discount. They said I've had it for the past 9 years but it has abruptly ended. No one communicated this with us. Actually a pretty poor excuse. Several times over the last year they have tried slipping in extra charges. Good thing I pay attention to my bill. They won't honor the price given to me for a monthly rate so I'm going elsewhere!!"

"Worst buying experience I've ever had. Both the salesman and manager lied to us about our monthly bill. We were told our bill would be $200 a month with the 2 free tablets they had on promotion. We were told this MANY MANY times throughout the whole experience.
Our bill did not reflect that when we got it in. We called, the first lady we spoke to said she would call us back, she never did.
The second person we spoke to said that the store lied to us. He stated he would take care of it and got out bill down to $200.37/mo. from here on out. Perfect, we thought.
Fast forward a month and our bill went back up. So we call. The supervisor states that the notes in the system say that the employee we spoke to did a 1 time courtesy discount for us. If we would have known that, we would have cancelled the service then and there. She states there is nothing she can do for us.
We were lied to by the South Mall store, and we were lied to by customer service.
The best part is, the manager stated, even if they go to the recording of the phone call, and the guy did say our bill would be $200/mo. that their would still be nothing that they can do. Not to mention it's past the point we can return everything. So our options are, pay for the service at a higher price than we were quoted on multiple occasions. Or, cancel the service but pay out of pocket for all the devices.
They lied, and even if they realize that they lied, they still won't fix it. Stay far far away from this company and store. Trap artists."

"I went to the TMobile on Roosevelt in Glen Ellyn and their manager Jocelyn just wanted a sale from me. Said my phone which was not charging and under a year old was user error and that insurance wouldn't cover a new one. All she did was shine a flashlight where my charging jack is and said it was my fault the phone no longer charged. So I bought a new phone.
I called customer support and they said that it was not my fault but mechanics in the phone that failed so its covered by insurance and I should be able to get a new phone free. So she instructed me to not go back to the t-mobile in glen ellyn and would ship my new phone free to the one in lombard and i could just return the one i purchased there.
Customer service was so helpful over the phone and they couldn't believe that they said it was user error that my phone wouldn't charge when it was clearly a battery fail. I will no longer be going back to the store in glen ellyn especially since it was their manager that was helping me out at the store and clearly was just using me for her sale. "