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Promotions are a scam and no assistance has been offered
Hello everyone, I just wanted to warn any would be Tmobile fiber customer. I signed up for tmobile fiber in december with the promise of a tv and a 300 dollar gift card just for signing up and staying 60 days. Well 60 days later there is a billing issue ok could be my fault I pay 3 days after the issue and the promotion restarts while 60 days later I make sure im paying attention and low and behold another alleged billing issue. I call right away and ensure the account is good while i figure better safe then sorry and call in to ensure they catch the error. I am informed by a manager 3 days later that though the error is in their system and i never went delinquent i still have to wait. I asked why they claim to do a ticket and then state its the system and no way to over ride it when the manager in the first conversation said they could. I brought up terms and conditions and they refuse to help. Do not sign up they do not keep their promotions and the service is not great.How to give positive feedback?
I had a call with customer service on May 25th, 2025 with a woman who gave me excellent service. I’m looking for a way to give her positive feedback. It was her first day on the job, and she really went above and beyond to not only resolve my issue but to tell me about the many many free perks that I get as a T-Mobile customer. Is there a way that I can tell her manager what an amazing job she did?International Passes could use improvement.
I recently made a purchase for an 30 day pass for an international plan. In the app I taped on the device I wanted to add the plan to and unfortunately it had defaulted and added it to my line. I contacted customer service about the error and requested it to be moved to the correct line. I was informed that I would have to purchase another plan to put it on another line. I think this process is unnecessary given the fact the purchase was made less that 24hours from when the request of change was made and the bill itself would not change by switching the line its on. I reported my feedback to the service provider. T-mobile I'm looking at you as a business to fix a problem like this. As a customer I was let down by this. Thank you for your time, EM
"Support" Reps
The people when seeking help online are very condescending!! Repeating themselves as if I didn't hear the first time, or it would be the correct answer for someone seeking SUPPORT!!! I have been a customer for over a decade now and I expected some kind of understanding and empathy, and got nothing. This is so very disrespectful as a CSR 18+ years doing the job I asked for assistance (5-6 days) in keeping my phone line on, until I could pay the bill to avoid unemployment. I'm working part time and get paid later in the week from this posting, and their example of support was repeating my balance due!! I am actively seeking support and their support was to repeat themselves!!! Absolutely asinine the "service" they offer and disguise it as assistance who in their right mind sees repetition being supportive/helpful?
Swindled, scammed, and lied to
I have been with T-Mobile for 10 years. Cellphone service for the most part has been good. Customer service on the other hand is terrible. None of the staff working at an actual store know what they are doing and do not take accountability for anything. They just tell you to call Customer service as they can't fix any account issues at the store. So, then a person is stuck either calling or texting Customer service and wasting half the day so that in the end, absolutely nothing gets resolved because none of them know they are doing. Recently, my husband and I went to our local store simply to buy him a new phone. The male associate told us how we were currently paying too much for our plan and that we should switch to this different plan and there was a promotion going on so that my husband would get his phone for half price and we would get an IPad and a Samsung tablet for free. Yes, he said BOTH. All we had to do was pay the taxes. We get home and discover the p360 insurance we had on 2 of our phones never got put back onto the plan and no insurance was put on the new phone, Ipad, or Tablet. This could've been a real problem if something would've happened to one of our devices. So, I went in my account and opened a chat with a "specialist" to get the insurance put on. What a sh*t show that was. Turns out that 2 hours later, the insurance was put on, but was being charged the wrong price. Then, I get my monthly bill. For years, my bill was always $280 a month. This new plan, the was supposed to save me money, has now produced my monthly bill to be $410. I took the printouts of all my bills to my local T-Mobile store to hopefully get answers and the issue resolved. The associate informed me that I hadn't gotten credits for any of the promotions and that I was being too much for the insurance. Then, he ----- the same associate who talked us into this plan and said BOTH the IPad and Tablet were free, now tells us that only the Tablet was free and the Ipad was half off. Also, the promotion for the IPhone was for half off. So, we paid for half of the phone, therefore the phone should've been all paid for. But, the associate tells us that no, only some of that went towards the phone and the rest went towards the IPhone and Tablet.......which were supposed to be free. I was told it would cost $30 for the 2 data lines for those devices, yet they billed me $53. Nothing I was told that day was correct or legit. The associate either truly wasn't trained in on his position correctly, or he just didn't care and scammed us into purchasing and paying for more than we needed. Then when I said that I just wanted to return the items and go back to my old plan, I was told I would have to pay $120 in restocking fees for the Ipad and Tablet. The store associate told me that he contacted his manager about issuing me a $100 bill credit and that he would call me the following day to confirm. That phone call was never received. The Specialist we spoke to over the phone while at the store said he was going to escalate these issues up and call me on that Monday to see if they could do anything to resolve the issues. That call was never received either. So, it turns out that basically every T-Mobile employee I spoke with that day lied straight to my face and fed me a big spoonful of bullsh*t. I feel swindled, scammed, cheated, and lied to and that is completely unacceptable. This may be my sign to leave T-Mobile and make the switch to another carrier.
No internet since standalone 5g update
Is anyone else having home internet problems since the 5g standalone update? I've contacted customer support twice and was told don't worry in 60 days it will be fine. It's not fine. My speed is average. 30! I can't get my email, can't access my online accounts, can't get my face time telehealth visits. This is maddening. Before this update i was getting 175 mbps average.Customer service Lied
I'm extremely frustrated with the misinformation I received from T-Mobile's customer service, which cost me $1000.05. Before porting out, I called twice to inquire about potential fees. Each time, representatives gave me conflicting information about eligibility for reimbursement through their phone buyout program. Despite initial assurances, I was ultimately denied assistance and left with a hefty bill from my previous carrier for terminating a 12-month contract. T-Mobile needs to improve training for customer service representatives to ensure they fully understand and clearly explain program details, eligibility, and potential fees to customers before they port out. This would help prevent similar situations and provide better customer service.
T Mobile Scam Sales
On April 28th, I was scammed by a T-Mobile sales agent through the official T-Mobile messaging platform. The agent clearly stated that I would receive 4 lines for $100 with free iPhone 16s, and when I asked about taxes, he confirmed that the total would be $104 with taxes included. Later, when I asked about adding a fifth line, he assured me that the total would be $120 for 5 lines, which you can verify in the screenshots I’ve attached. Additionally, I informed him that two of my lines were with Mint Mobile, and he said I would receive $200 per line for switching those over to T-Mobile. However, once I completed the switch and was finally able to access my T-Mobile account, my bill showed $142. When I contacted T-Mobile support, I was first told that the discount would apply only if I used a debit card for autopay instead of a credit card. I updated my payment method accordingly, yet the bill still did not reflect the promised $104. The support representative acknowledged the issue and offered me a one-time adjustment to $104 for this month, but said they could not honor the originally promised deal that led me to switch in the first place. I then spoke with a supervisor, who told me he couldn’t find the chat and said the best he could do was a $70 credit — but he said current bill will stay $142 and $20 autopay discount won’t apply so actually he offered $50 only. Even worse, I was informed that I would not receive the $200 credit per transferred Mint Mobile line, despite that being part of the offer from the original sales agent. For all this fraud only beneficiary is T Mobile and I am still shocked that such a big name is using such a low scaming sales tactics. This experience has been extremely frustrating. It’s unacceptable for T-Mobile agents to make promises — especially via official messaging — that are not honored later. I feel deceived by the sales tactics used, and I request immediate resolution to: Adjust my monthly bill to $104 for 4 lines or $120 for 5 lines, as originally quoted. Apply the $200 credit per Mint Mobile line that I was promised for switching. Please escalate this matter and ensure that your sales commitments are upheld.
