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No Account, No Refund
On 6-10-25 I went online and ordered a SIM card and prepaid for the plan I was going to use. $50.49 was paid and the SIM card arrived 6-13-15. The next day I attempted to activate the SIM card and was told it was activated. 6-15-15 I again called CS and wanted to port my old number. They told me the SIM card isn't activated and there is an "error" porting your number. Try again another day. After a few days and many hours on the phone, T Mobile wasn't able to activate the SIM card or port my number. I then asked for a refund of the $50.49 I paid. I was told because the SIM card wasn't activated you don't have an account, because you don't have an account T Mobile can't refund your payment. T Mobile has kept my payment of $50.49; they never activated the SIM card they sent me. They never explained the "error" or "errors" as to why this all happened. Each customer service rep I speak with will tell me something different, it was activated with a "postpaid" account and a different number, yet it still didn't work. I don't know whom to contact at this point, the prepaid reps are the worst of the worst, they will place you on hold only to transfer you to another rep, just to get rid of you. I recently returned a Metro SIM card, never used it or opened the box it came in. I was told to drop it off at UPS. Metro has the return since 6-24-25 and I still don't have that refund either. I've been told different answers to when I will receive this refund. 5-7 days, then it changed to 8-10 days, then it became 14 days. I was told on 7-4-25 it would be there "today" Yes, it will show up today! They finally said, "yes" they have it and in 8-10 days you should have the refund. Metro CS is as horrible as T Mobile, different answers to the same question. Absolutely horrible customer service and everyone you call is from outside the US. It is very difficult to understand what they are saying at times. One rep had never heard of a SIM card; he kept saying your "new" phone? No, it's a SIM card and I had to explain to him what it was. Anyway, good luck with T Mobile or Metro, you'll need it.I want to upgrade my phone, but the website doesn't ship to APO
I would like to update my device but when I go to the shipping portion, it doesn't have an option for APO. Am I able to upgrade my device and have it shipped to me, or no? I also wanted to trade-in my current phone, but I know it would take several weeks to arrive, and I don't want Tmobile to void my trade-in if it missed the deadline because of the long time it takes to arrive in the states.
T-Mobile must follow merchant regulations when accepting credit cards.
T-Mobile must train their employees to abide by credit card company rules for merchants. Any company that accepts a major credit card for payment must also be prepared to properly credit the same credit card method of payment in event of billing errors or when faulty goods and services are sold to the customer. According to a major credit card company, T-Mobile must follow these established rules when accepting credit cards or face penalties. T-Mobile employees should not be asking for customers’ bank account numbers and bank routing numbers in an attempt to credit back funds. Employees should not attempt to evade the responsibility to proper credit the original credit card form of payment by telling T-Mobile customers they will be issued a check in the mail or a gift card in lieu of a proper credit to their credit cards. This policy also applies to any cancellation of goods and services within T-Mobile’s “buyer’s remorse” plans. Customers are encouraged to file complaints with their credit card companies if a T-Mobile employee refuses to apply a proper credit to their original form of payment.
Download speeds fluctuate wildly
I switched to T-Mobile 5g wireless about ten months ago after a complete disaster with CenturyLink. For the first six months service was golden, absolutely no complaints. Rarely did my download speeds drop below 200, with the lowest maybe 80 or 90. Even two floors away from the gateway, I had acceptable reception. Then it all changed. About two months ago I began to experience drops in service and when I checked internet speed, I'd find lows in the teens and rarely above 200. Eventually, it got so bad that it might spike to 150 but then drop to 3, all within a few seconds. I was calling support almost daily and they tried to help, but nothing worked. At one point, I exchanged the gateway for a new one with a new sim card. Nothing. The gateway is located in a window on the second floor and I was switching from east to west and then north. One of the tech support persons created a "ticket" requesting engineering support but I never heard from them. At this point I'm about to throw in the towel and go back to wired internet. It's one thing not to be able to stream a movie, but when I can't even contact my bank or broker, then I begin to draw the line because that can cost me money. What's worse is that for six months, I thought I'd found the holy grail of internet service, but instead it turned into another nightmare. As an engineer I'm familiar with the limitations of GHz frequencies and I suspect this is more of a seasonal limitation so I have to ask myself if I want to put up with this for another 2-3 months.
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