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Move over, 3rd degree burns. Switching to T-Mobile takes the cake.
Part 1: Customer Service Via Phone Call Had the absolute worst customer service experience of my life tonight. My family moved over to T-Mobile from AT&T today (getting a solo phone plan is expensive, and my folks are kind enough to let me stay on theirs). My parents went to a store and did their transfers in person while I was at work. They were assured that I'd be able to do it over the phone, no problem. I picked up my new phone from them along with all the relevant information, called the number, and was faced with an hour wait. Whatever, it's inconvenient, but that gives me time to drive home and get ready for bed while I wait. Got home, and they called back slightly before I was expecting. "Perfect!" I thought. "I'll be able to deal with this super quick." Oh, sweet summer child, how naive you were. I wish I could go back to that moment just to be rid of the past 3 hours' worth of stress and frustration. I attempt to answer the phone. The new phone apparently doesn't answer calls the same way as the past 6 phones I've had, but I got it answered. "Hello?" I answer. Silence. "Hello?" I say once more into the void. "click" goes the other end of the line. "Call disconnected" reads the screen. So I call back. This time it's a 2 hour wait. I decide to stay on the line. Turns out this was a terrible decision, given that T-Mobile has the worst hold music I've ever encountered, and you can't just turn it down because then you'll miss when someone finally answers (and the constant interruptions of the voice telling you you could just use the website instead (which I couldn't; I wouldn't be making a phone call if I could) always give you false hope while just increasing the irritation levels). Well, given that my existing phone still has service, I'll just call the number and see if I can try any of those tricks to talk to a representative faster. I'm not sure what did it or how, but that call gets answered while the first call is 41 minutes into the awful hold music. I don't blame the representative I spoke to. I know they're given scripts. But asking questions felt like talking to an AI chat bot (which we'll readdress soon). Sure, there were responses with words that danced around the relevant topic. But answers? None. It took 6 attempts at rephrasing the same question to get a response I felt reasonably confident confirmed what I wanted to know (the direction of the number porting and that I would, in fact, keep my same number). The next snag was that, while I was given the account numbers, the transfer pin, and the account pins, I was not set up as an "authorized user" on the account, so she needed approval from the account holder (my dad). Well, I can't just put him on the phone because I don't live with him. And at this point he might have gone to bed already because it's 10:30pm. At some point when she put me on hold for a couple minutes for something, I was able to text him and see if he was awake to answer the call. Luckily he was, and we were able to proceed. Once she had initiated the transfer, I got the text from AT&T asking me to confirm that it wasn't someone trying to steal my number. Since she had told me that once she transferred it, our call would be disconnected (given that I was calling from that number), I waited until we were finished and she assured me everything was ready and would go through within the next 2-4 hours and we got off the phone to respond to AT&T. Now, this was my bad. I should have just responded before hanging up because the reply told me to ask the new carrier to resubmit the transfer request. At this point, friends, I was defeated. I was resigned to a night of restless sleep, waiting until I could just talk to a person from a store 11 hours later. But! The bright, if solitary, positive of this experience! I got a call back from the representative with whom I'd been speaking earlier. She saw that the number had come up as blocked, and she transferred me to someone who very confusingly explained the situation to me after I had already said that, "yes, the number had been held, but I confirmed it with AT&T, and they said to request it again." But I guess it got done? Theoretically? It hasn't transferred yet, and I didn't quite understand the contradicting information I received variously assuring me that it would happen immediately after a restart but could take up to 24 hours (guess I'm carrying 2 phones until it happens?) but will take effect within 2-4 hours. Part 2: The Search For Feedback Not so much feedback, I suppose, as a place to give it. While on the initial phone call, I asked the representative where I could submit feedback about the whole situation. I assured her that I wasn't upset with her and that I acknowledge she's doing her job and working with what she's been given to try to help people. I get it, I know customer service is a tough job. And instead of hiring more people to handle the number of calls, companies just slap a "we're experiencing higher than normal volume of calls" message to make people feel better about it. But I'm getting off topic. I asked her how I could submit feedback about T-Mobile's customer experience. She told me I could find it on T-Mobile's website. "Great. Thank you. I appreciate your time. Good night." I hang up, and to the computer I go. Not a single hint of a way to get in touch about anything beyond the AI Chat, a list of phone numbers (that send you right to the end of that 2 hour wait), and apparently a forum? At this point growing more and more frustrated by the minute in my fruitless quest, I attempt the AI chat. Eventually it claims it's connecting me to a representative. I still have some doubts about whether that rep was actually human, but it's possible they were just copy and pasting from a document of prewritten answers. Honestly, the whole chat felt like a parody. "I can see how you would be frustrated with the situation, and I'm happy to help." My buddy, my pal, my brother in christ, you can't see anything because I've told you nothing. My situation is that I've asked for how to give the company customer feedback. After a shockingly long amount of time using far too many words to say nothing, we finally reach the conclusion that this rep has no insight into feedback beyond the fact that there is a spot for feedback when the chat ends. "Great, fine, thank you," says I, "End chat." "I can't do that manually, it will end automatically," comes the response. "Okay. How long does that take?" I ask. "I don't know," comes the reply. After waiting 5 minutes for the chat to end, a valedictory message from the representative pops up, presumably extending the time I now need to wait for the chat to end and exacerbating my frustration. I continue to poke around the site for a couple minutes, hoping in vain to find what I hadn't found before. Then I turned to the wider internet, searching to see if perhaps reddit had any leads as to where I could submit my feedback. That was where I finally found this forum, unsurprisingly through other posts about the poor customer service. And so, dear reader, if you've made it this far, I appreciate you taking this journey with me. And I can say without a doubt that I would rather re-experience a 3rd degree burn than ever repeat this process. Next time I need to speak with T-Mobile customer service, I'm just throwing my phone in a lake and telling people they can contact me by mail, because that would be significantly more convenient than the alternative.
Liars
This is the worst company I have ever dealt with. I paid the amount their app told me to pay. It turned out I was not paying enough. Now I'm way behind and their "payment arrangement" is outrageous! No one cares that it was the incorrect information on their app that caused the problem! Now I'm trapped in an outrageous payment arrangement. What is wrong with these people? Don't they know how to do business? Stay away from them.Ordering via Samsung.com
I have been with T-mobile since at least 2011, maybe even before that. I have had three plans with them. First one of the legacy plans, can't remember the name. Had that for a while and then went to the Magenta Max (which is now a legacy lol). So I decided to upgrade my plan last month from Magenta Max to the Go 5g Plus to take advantage of the every two years upgrade. Both the Magenta plan and the new Go plan I have a First Responder Discount which I am very appreciative of. I went on T-mobile's site as I wanted to upgrade two of my seven lines I have for two S24+ 512's and only that phone. T-mobile didn't have any. So checked out Samsung.com and they still have it. And to my pleasant surprise it would seem I could get the T-mobile 800 dollar trade and an EIP all together the same as on T-mobile's site. So Samsung.com asks for phone# and pin and after entering my info, it says I can't complete it because I have a "non-regular" account. They list the following as unable to use Samsung.com to link to T-mobile: Prepaid accounts, Inactive accounts, Business Liable accounts, Suspended accounts, Past due accounts, Government accounts, T-Mobile Employee Accounts, Samsung Elite Accounts, Sprint Accounts So I am thinking ok, none of those apply to me. Well, it didn't work, and gave me: T-Mobile doesn’t support your account type on Samsung.com. Please see the non-supported account types listed on the page. If you have an Individual account and believe you should not have received this error, you can contact T-Mobile Care to confirm/change your account type to supported type such as Individual – Regular and then return to Samsung.com. OR if you don't want to change your account type, please select T-Mobile device with Samsung offers and a payment option other than T-Mobile Equipment Installment program. So I chatted with a T-mobile rep who told me I would have to switch plans to a "regular" account. So I asked him if I have a Go 5g Plus plan, and I am getting the same offers as anyone else with the same plan, only a discount on the monthly cost, that I would have to change to another plan for it to work? That does not seem to be correct?
SyncUp Tracker Scam
3 years ago at a TMobile store my partner and I purchased two new phones. We spent a long time at the store, filled out agreement forms, the whole nine yards... then, at the last moment, as the phones were being placed into a bag, the sales clerk also placed two Syncup trackers into the bag, saying "we are running a promotion. These are free devices. If you decide to use them, you'll have to pay but if you choose not to activate them you won't be charged." We honestly had no idea what the point of these devices were or if we had any use for them, so we just quickly confirmed that they were indeed free and went on our way. At home, we opened up one tracker, learned it could go in our luggage, but just as immediately learned that paying for it meant a monthly service fee. A monthly fee? For something we'd maybe use on one round trip flight/year? Useless. And we left it at that. 3 weeks ago, Xfinity Cable was trying to sell me on Xfinity Mobile. So I decided to look through our TMobile bill to comparison shop. Hmm, there were 2 unnamed devices being charged at $10/month for service. "What are these?" I asked my partner. "I dunno...iPad? Apple watch?" A few clicks and taps later and lo and behold, sync up trackers being charged to our account. Thus ensued a saga of customer service runaround... Phone call #1 on 1/4/25: The customer service rep was incredibly sweet and understanding and aknowledged that we never activated the devices nor used them and so it was obvious we were being charged and shouldn't have been and how frustrating to have spent almost $700 on erroneous service charges. She gave us a $40 'good faith' credit, removed the charges from upcoming bills, and promised a phone call from herself within 72 hours, after she spoke with her supervisors. I never received a call back. Phone call #2 on 1/11/25: The customer service rep was friendly enough and polite. He reviewed notes from the previous call but had me reexplain everything. He wasn't sure why I never received a call back but supposed that the other rep was out sick, etc. He then promised that he would personally be the one to return my call after speaking with supervisors and we picked a date and time frame for the return call. I never received a call back. Phone call #3 on 1/18/25: This customer service rep was not initially rude but eventually came to spoke to me like I was a moron. He had me re-explain things multiple times. He questioned me. I felt like a witness being cross-examined. I was put on hold an excessive number of times. He said I was already given a $40 credit, and that it looked like I was going to be given a $2.50 credit on my upcoming bills. Ha! I explained that a credit (even a paltry one) is not appropriate as that essentially locks me into being a customer with T-Mobile in order to realize my refund. He eventually said they can only give me an additional $60 credit. He seemed surprised that I thought it was at all reasonable to be expecting anything more than $100, especially for something that goes back almost 3 years. As if the longer I was being scammed, the more it became my fault. At this point, I stopped being nice. I told him I knew it wasn't his fault, but that he needed to connect me with a person who has more authority than him that can fix this problem. He kept the conversation going in circles until he finally connected me to a 'billing specialist' who then finally admitted to me that the reason I hadn't been receiving calls back is because it was determined I wasn't going to receive a refund. Uh... so you just leave your customers waiting and wondering? We argued some more. She said that I had agreed to the terms and conditions when I accepted the promotion. I did NOT agree!! The devices were put in my bag after I had finished shopping!! She also said that it is now outside the 3-month window that they allow for us to do anything about it. She finally said that in order to escalate my concerns I need to return to the point of sale. In the end, I asked her if there is anything she can offer me as a customer with T-Mobile for 16 years to try to keep our business. All she offered was a cheaper plan based on us not needing and unlimited plan. Gee, thanks. I tried to look up the store we had shopped at and guess what, it is no longer there! There is no one to 'esclate' my issue to! Hahaha!!! I will be reporting this to BBB and FTC.
Customer support is horrendous! 45 mins+ waiting on 611. Hour+ on chat for nothing. Unconscionable!
I think the only way to get anyone is to go into a store. Error upon error upon waste of my time upon waste of my time. It's truly astonishing how poor is T-mobile's customer service by phone and chat! Considering a switch to anything else. Time is too valuable to waste it like this!!
Losing connection at least once per day
The first 6 to 9 months of our internet service with T-Mobile was nearly flawless. The past three or four months have us experiencing lost connections to the internet on a daily basis, sometimes several times per day. We are so disappointed and are searching other internet service providers in our area.
Can't Change Administrator Photo in T-Life
Hi, I’m setting up a syncup watch for my child and put in my contact info in the t-life app as the administrator. I want to change my profile photo, but every time I try I get “Something went wrong. Please try again.” error message. I’m doing this in the manage watch contacts setting. Is there somewhere else I can do this or a different setting? I also get the same error message if I only try to change avatars. I tried deleting the watch, deleting the app and reinstalling, but the same original avatar showed up and I can’t change it.
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