"T-Mobile used to have excellent customer service. Now they have the worst, of any company I have ever experienced. No one individual in any department has any idea what the procedures are for doing anything in their department. Then if you have to be transferred between departments, they actually start to contradict each other.



I have been on the phone with T-Mobile every day for the past 10 days, for an average of about 2 hours.



Someone hacked into my phone and my computer. So I had to call T-Mobile to change the password for my online account. The person I spoke to said they couldn't change the password. What they could do instead was disable my online account, so that no one - including me - would be able to access it. I said great. So they went ahead and disabled the online account.

Then it turned out that the same person had also hacked my tablet. So I had to buy a tablet, and called T-Mobile again for that reason. The person I talked to said they were going to charge me $15 or something like that because I was calling on the phone! instead of using my online account. I said, "How can you charge me, when my online account is disabled for safety purposes?" The person said, "It is not disabled for security purposes. There is no such thing. We have to charge you the $15." I said, "It's not disabled for security purposes! So how can I make sure the hacker doesn't have access to it? Can you change the password over the phone for me?" He said, "Yes, that is what we have to do. But I don't know how to do it." And he transferred me back to the original department, the department that told me that changing passwords over the phone WAS NOT POSSIBLE.

The person I spoke to this time confirmed what the original person had said. "We cannot change your password over the phone. What we can do instead is disable your online account. And in fact it has already been disabled." I said, "So why will I be charged $15 for calling you on the phone to place an order, instead of going online? When IT WAS YOUR IDEA to prohibit me from going online." They transferred me again.

The next person I talked to agreed that I should not be charged the $15, and "waived" the charge. Note that this entire process took about 3 hours.



In that initial conversation when they disabled my online account, I asked them to change my email address, because the hacker had also hacked my email accounts - obviously.

Then this guy - the hacker - hacked my computer AGAIN. I was forced to call T-Mobile and ask them to change the email address again. This time they said, "We are never allowed to change your email address for you. You have to do it yourself. Do you want us to take the high-security lock off your account?"

???

I said, "If that's true, why did the people I talk to before say the exact opposite, AND change the email address for me?" The person said, "Who said that / did that?" Like I'm supposed to remember right?

I asked to speak to a manager. This person said "Oh Angela, we completely understand. We will look into changing the email address for you over the phone." They put me on hold for 25 minutes. Then they came back on and said, "Angela, we have taken the security lock off your account, so you can go and change the email address yourself."

???

I said, "Someone is continually hacking me. I don't want the security lock to be taken off my account. As I mentioned to you earlier in this conversation, and as I mentioned to the person who transferred me to you, I'm trying to get you to change the email address for me, like you did before."

They said, "Oh ok, sorry. We'll look into that." Which is exactly the same thing they had said before.

They put me on hold for 40 minutes this time.

Then they came back saying they couldn't change the email address after all.

I hung up and called back. The person I talked to this time said they had no idea what was wrong with the previous two people, as changing an email address is very easy. It's 5 clicks of a mouse. Then they changed my email address.



These are only 2 examples of the conversations I have had with them this week. There are more. I don't have the time or energy to get into it (and the length of this review is limited). I don't have time for these conversations, so have had to cancel my account with them, effective one month from now.

This whole experience (getting hacked) has been a nightmare, and Bank of America, Venmo, and ESPECIALLY T-MOBILE have compounded that nightmare several times over. T-Mobile has become one of the worst companies I have ever, ever dealt with. DO NOT EVER USE T-MOBILE.

There's no invoice number, but I had to put one in."

"I wish there was an option for 0 stars.

This is my husbands and mines review for tmobile and how they treated us...let this be a warning to everyone who has them or those who are wanting to go to them...the monthly payments are lower there then Verizon BUT it's not worth it...

Our experience with TMobile has definitely been a horrible one. In late February early March 2018 we decided to change our cell services from Verizon to Tmobile "

"My husband wanted to find a better priced carrier than Verizon, which we had been with for 12 years. T-Mobile guaranteed teed us that we would have as good of service and network coverage for a lot less plus gave us a 55” 4D TV for switching. I guess that should have been our first clue, if you area great service oriented company you should have to give away large items to get people. After 2 months I ported to another company and now 2 months after that, I still haven’t received my final bill. They only suspended my account instead of closing it even though I ported our numbers to another carrier. I just spent another wasted 2 hours screwing with their customer service people because they typed my PIN number in incorrectly and they couldn’t verify my account. Well if you type the number incorrectly am I just supposed to keep guessing what it might be. It took that long for me to prove to them that I was the account owner but once again, all I wanted was a final bill, which should have already been done months ago, to the billing address that they already had on file. By far the worst company, worst network and worst service I have ever had the displeasure to deal with. Verizon May be more expensive but you get what you pay for! I am porting back to Verizon, they are the absolute best!!"

"I went to the T-Mobile store to upgrade our phones. I was told that my monthly bill would remain the same and that the upgrade came with free headphones and a speaker. A couple of months later, I saw that my bill had increased. It turns out that they were charging me for the “free” stuff that they gave me that I really didn’t want in the first place. I have now switched to Sprint and asked for my final billing. They are charging me $500 for the “free” stuff. I feel very taken advantage of. The sals people are liars and crooks!!"

"They sent my bill to collections after three days! I cannot believe how horrible the customer service is. I closed my account April 16th largely because I hate dealing with the call center in the Philippines. The English is bad and they make way too many mistakes. I was also promised free roaming only to discover T-Mobile roaming is horrible and the phone doesn't work in many places. I received my bill on April 30th. On May 4th I called T-Mobile to pay the bill but the Filipino staff refused to help me if I didn't know my pin (which I forgot a long time ago). Within three days the bill went from $88 to $110 and I received a notification on May 6th that the bill was with a collection agency- I make 6 figures! I can afford a $75 bill. I’m so sickened by this company. Not to mention the awful call center in the Philippines where no one knows what they are doing. The company promises all of these things and does not deliver. By far and above, my WORST experience with a cell phone company. NEVER AGAIN. The CEO should be ashamed of the state they have let it get into. "

"This company is the worst ever, took out a business plan and was given 3 cheap phones which hardly ever use, when taken out the plan was told if for any reason I need to cancel the service I will need to wait at least 5 months, Waited 4 months and now when I call customer service to cancel the account I am being told I need to pay for all the devices and I cannot return the devices. Customer Service (Andrew ID # 2047043) told me I cannot do anything, basically, I got screwed and I have to take it. STAY VERY VERY VERY FAR AWAY FROM T-MOBILE BY FAR THE WORST COMPANY EVER

CAN NOT EVER SEE AN INVOICE WHEN LOG IN "

"horrible slow data on over sold network"

"I bought a new phone and it was unlocked, however, it was "T-Mobile unlocked." I use Verizon. (I did not know when I bought the new phone that I was unable to use it on Verizon). I read online that if you sign up for a T-Mobile account for two months, they will unlock your phone and you can then use it on Verizon. I went to a T-Mobile store and signed up for an account. They asked me for my Verizon account number and PIN. (The reason I gave them my Verizon account information was so that I could keep my Verizon phone number). The PIN number I provided did not work. But they went ahead and activated my new T-Mobile account. I assumed that my phone number did not change and they did not tell me that it was changing. As soon as I left the store, I made a phone call and the recipient asked why I was calling from a different phone number. This is how I found out that T-Mobile had changed my phone number without telling me.

I walked back into the T-Mobile store and canceled my account. I was assured that I would not be billed for the service. Two months later, I received a bill from T-Mobile for $60. I called T-Mobile customer service and told them what happened. They advised that they were canceling my account and that I had a zero balance. I asked for a confirmation number and they advised that they do not provide confirmation numbers for such purposes. A month later, I received a bill from a collection agency for $48 for the outstanding T-Mobile balance. I called the collection agency and they said I needed to contact T-Mobile. T-Mobile advised that they needed my T-Mobile PIN to access my account. I did not know my PIN because my account was active for only ten minutes. They advised that I needed to go to a T-Mobile store for help.

I have no desire to go to a T-Mobile store so I can be harassed by the employees into opening a T-Mobile account. This situation should be resolved over the phone. However, I contacted T-Mobile four times and they refused to rectify the problem.
"

"I have been traveling through Raleigh NC and have not had dependable service for approximately 2 weeks. Also contacted T-Mobile customer service and was promised the techs would contact me today and never got a call after they failed to resolve the issue yesterday. Finally the sales rep actually put the jump option on the wrong line since it was supposed to be on my daughters line (iphone). I think I'm going to terminate this carrier after 10 yrs of loyalty!!!"

"If there was a way to put ZERO STARS I would. T-Mobile has 3rd party sub-contractors that go to businesses door to door pitching business owners on how much money they could save by switching to T-Mobile. They said WE have the same coverage as your current provider which is Verizon by the way.. We will be able to save you a lot of money and still provide the same great service. That was straight BS. First of all it was supposed to be an easy switch over that would only take one day by swapping out the sim cards in our phones. That wasn't true either. I called corporate to find out why the phone wasn't working and corporate told me to go to a local store so they can fix it for me. When I got to the local store they were upset that they had to spend time on something they weren't making any money on but after a couple hours they were able to get it working. They are also supposed to pay your last bill from you previous provider even if you still have a phone that on monthly payments. This is NOT TRUE either. After learning all of this feeling like I was stupid for listening to a door to door salesman...When I get home I realize barely have 1 bar showing up on the phone when I get in my house. I work every other day from home calling my clients which was perfectly fine with Verizon but NOW my clients can't hear me with the same I-phone 8 that I previously had with Verizon. As I'm trying to port over the last of the numbers needed on my plan from Verizon. Verizon asks me why are you switching and I said..."Because we're stupid we believed the T-Mobile Salesman" After saying it out loud.... I realized I'm never going to be happy with T-Mobile and Verizon was perfectly fine with taking us back so that's what I did. Now I go to T-Mobile to cancel service and give them back the new I-Phone that came with my T-Mobile plan on monthly payments. I was very nice and simply said I want to cancel because T-Mobile service doesn't work in my house and I sometimes work from home so that won't work for me. All I wanted to do was pay my bill and be done with them. I figured they were the ones that came to my office and pitched me on switching. I'm thinking they'll understand and it should be no problem right? Oh no they say we can't take back the phone. You'll have to pay for that in full. It's only $799 + $229 for the one month’s bill. We had only started the switching process 30 days ago. Even though it took over a week to get the phone working properly T-Mobile will not take it back and basically scammed me out of my hard earned money. All of this just because I agreed to give them the shot they asked me to give them when they pitched me. I was so mad I wasn't going to pay for the I-phone. It was still brand new in the box only used for a few days but they won't take it back and said we'll mark it against your credit if you don't pay for it.
So now that I've written a book about my experience with T-Mobile ...I hope it helps whoever reads this to NOT get burned by them. Their coverage is terrible and they allow lying salesman to push their products door to door without consequences. Then they won't stand behind what that low life lying salesman tells you. They say they are a 3rd party company we have no control over them.
DON'T BE FOOLED BY T-MOBILE DOOR TO DOOR SALESMAN. THEY ARE LIARS & CROOKS
"

"I purchased a router that was on sale through t-mobile.com. 2 weeks later I was wondering what the hell was taking so long, so I called them. Apparently they cancelled the order without notifying me, because I did not answer a confirmation phone call they never told me was coming. The CS rep on the phone told me they no longer carry the item, so I am out of luck. I have never even heard of a company calling the customer to confirm a purchase, much less cancelling the order outright without notice because someone didn't answer. The order was only 35 dollars, not kidding. If they were going to call they could have just said at the time of my order, "You are going to get a call". I am upset that 2 weeks later I do not have my router and have to go about paying more and waiting all over again to get it. I feel that this company has cost me time, and time is money, so they have cost me money. I feel they should have gone to extreme lengths to compensate me for their extremely poor handling of the matter. There is absolutely no excuse for their behavior here. I feel that this is a very poor company who does not give a damn about me or my business, and I will literally go out of my way to do everything I can over the course of my life from here on out to make sure that this company fails. This company is pure garbage and should not be allowed to ever offer retail services in the United States."

"I recently set up a payment arrangement and because of a system error on tmobile end payment was not processed. Instead of making a courtesy call tmobile disconnect my line. After calling them and making a payment the representative told me to call back and set up another payment arrangement for the current bill without telling why or anytime frame. Before I knew it three days later my lines were disconnected once more. I called tmobile only to hear that we told you to call back immediately after making a payment and therefore you will now have to pay the reconnection fee. I asked to a supervisor, who came one the line and said she could not honor the previous representative credit of $20 and I will have to pay the reconnection for all my lines. This is the manager Ambria who took the conversation personal and unprofessional for a loyal customer of 9 years. Thanks tmobile, I will be changing services and there will be no recommendations given from me.
"

"As far as costemr services go, they are botom of the barrel. I was charged $7.50 because the girl at the store ported my number by putting a Sim card in my phone when I tried to pay my bill they couldn't access my account. They bounced me from department to department and after about two hours I was able to get it paid with my credit card they wouldn't wave the fee even though it was there falt. I switched to cricket wireless the same day. because I never want to have a wasted miserable day like that again. They left such a poor taste in my mouth, I would give them a negative amount of stars if I could. I've meet carnival workers iv trusted more."

"Paid $75.00/month for unlimited data but only got 200 megabytes because T-Mobile has no cell towers in this area. Called in May to ask what was going on and rep said since T-Mo has no cell towers I was on AT&T network and data is capped at 200 megabytes. Told him I wasn't paying $75.00/month for essentially no data and he agreed it made no sense and said he would switch me to their $25.00/month plan with no data. That was late May. On June 9th I switched service to AT&T so I could get data. On June 19th T-Mobile bills me another $75.00 (takes it out of my account). Call and they say they couldn't switch during the billing cycle. Yet they have charged me $75.00 for the UPCOMING billing cycle!

So T-Mobile has charged me $150.00 for 2 months of "Unlimited" data service and I've gotten a total of 200 megabytes of data! You could not PAY ME TO GO BACK TO T-MOBILE!!!!!!"

"I bought two phones from this store located on ferry st newark.
I bought a Samsung and my sister bought an iPhone. So she asked one of the supposedly experts if she could have her monthly amount payments decreased by giving them more money than the minimum downpayment required.
The expert said yes and explained that these changes would be reflected in the following payments which did not happen.
I went back to that store several times in the hopes of finding a solution for the issue.
All that those people can tell me is that they'll look into it.
The issue has not be resolved and I am very unsatisfied with the service provided by that particular store on ferry street newark nj.
One of their employees told me that they are just a third party tmobile store as an excuse not to solve the problem.
Tmobile should be more careful while choosing which stores are capable of representing their service!
"