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SEVERAL ISSUES
I bought a cell phone at the T-Mobile store at Costco; they sent me two phones (I did not request a second phone). When the phones arrived, I called T-Mobile to return the second phone. When they received the phone, I received a message. T-Mobile still charged me for the phone. I had to place several calls for TMobile to refund my account, but they have not done so. I will take legal action.
Escalation
I immediately realized a number of issues that were materially misrepresented during my transition to T-Mobile, primarilyrelated to monthly charges, promotions, etc. that I was unable to get resolved via normal channels. I was provided the Executive Escalation fax number where I provided a copy of the complaint that I sent to the NC Attorney General’s office on 05/24/2025. As of today, 05/28/2025 the issue still has not been resolved and the NC Attorney General provided a copy of the letter they sent to T-Mobile. I would like to get this resolved amiably and without further escalation. Can someone from the Executive Escalation team reach out to further discuss?
DIGITS app is unusable due to constant "connecting to DIGITS" pop-up messages
I opened the digits app for the first time in a couple months, and the out is completely unusable. There is a ”Connecting to DIGITS..." banner that keeps popping in and out just below the header section. This makes it nearly impossible to select anything, or perform any actions. Is it just me? Any fixes or work arounds? Screen recording: https://www.dropbox.com/scl/fi/fvjy0lbnnudhwenit391r/Record_2025-05-26-14-23-07.mp4?rlkey=1ba40zaeb6or9ayuf5p9g25ym&st=c3dmsuqr&dl=0
UPS lost my new phone order and there is nothing T-Mobile will do
I just ordered a new S24 Galaxy. They send it UPS 2nd day. The phone was reported damaged by UPS. It was to replace my current S20 with damaged screen. T-Mobile won't do a thing for me. In 7-10 days I will get a refund and now I have to order the phone again with the same UPS 2nd day service. Oops, we don't care, next!Bad customer care
I have been trying to get a phone back that was shipped to T-Mobile by mistake. It was supposed to be shipped to Samsung. I was told that the phone was in the warehouse and I would receive it in 10 days. I called to follow-up, I was told that it was my thought and I could not get the phone back. I wrote a letter to corporate A few days later, I received a phone call early morning telling me to go to a phone store and they will help me with the issue. I go to a phone store. They called customer care and gave me the phone I was on the phone on hold for 45 minutes. I was told that I would get the phone back in 10 days. I still have not received the phone. I called to follow-up again. I was told the same thing I would get the phone back in 10 days. It was in the warehouse. I still have not received the phone. Samsung has charged me nine hundred dollars for that trade in phone, but I was told once I get the phone back from t mobile and ship it to them.They would refund me my nine hundred dollars. I have been a T-Mobile customer for over 15 years. And this treatment, it's very unacceptable. I pay my bill every month. Never late, I have 5 lines. With T-Mobile, I have 2 Galaxy watches, 1apple watch 4 trackers and 2 tablets. I pay over $500 a month. And this is the kind of treatment that I get. Your help will truly be appreciated
Free in-flight Wifi - verification failure
I have thoroughly enjoyed the free in-flight wifi from T-Mobile and consider it one of the main reasons I remain with them (25 years now). All has been well the past handful of years, but recently, they wisely decided to set up text verification to make sure the user is the actual owner of the account. I am sure this was highly abused by folks so I don't blame them for doing this. BUT BUT BUT.... Unfortunately, for me at least, I cannot receive the text verification because I am not on connected yet. However, I need the text verification to get on wifi to get connected. So after trying many things many times (around 10-12 times to be specific), I gave up and ended up just purchasing the wifi directly from the airline. Ironically, as soon as I paid my $8, the text verification for free wifi immediately arrived. In fact, I received 10-12 texts with the verification code. Grrrr. NO, this was not an issue with the airplane's wifi since I was able to purchase it directly. The verification code quickly came through. Is it possible this issue is only happening to me? I have wifi calling enabled, I use google messages (on my android), I tried both RCS and SMS messaging. As recently as April I used free airplane wifi easily. The only change was this new verification procedure. Today I was on the line with tech support for 80 minutes to no avail. He transferred me to a department that apparently specializes in "airplane wifi." A nice woman with a french accent answered and promptly hung up on me. Merci! T-Mobile, please fix this. You will be losing me soon if you don't.
