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Customer Support talking about Personal life and not answering the issue requested
My wife and I called T-Mobile the night before my cruise to inquire about roaming and data charges in Jamaica, the Cayman Islands, and Mexico. The representative who took our call began discussing personal issues, including being dumped on Christmas and wanting to harm his partner's boyfriend. He was more focused on his personal life than helping us with our inquiry. After about 30 minutes, he finally informed us that it would be $35 per line but failed to mention that data was free up to a certain limit. He then resumed talking about his personal life, so we hung up. The rep tried calling us back twice, but we did not answer. It was very disheartening to have someone delve into their personal life like that over the phone. We did our best to handle the situation, but it was unprofessional and put us in an awkward position. We received an email from Jaz asking to discuss the situation, this email was received while on the cruise. We have now but responded twice, we received no reply. We want to talk to someone about this matter.
Claim for Incorrect Charges
Dear T-Mobile Customer Service Team, I am writing to formally file a claim regarding incorrect charges on my account related to a smartwatch I purchased for my son. The device in question was returned to the store shortly after purchase due to mechanical defects. At no point was I informed by the store representative that I needed to call to cancel the internet line associated with the device. Despite not using the service, I have been charged $17 per month for the internet line and $13 per month for device insurance since January 29, 2021, totaling $30 per month for 37 months. Yesterday, I contacted your customer service team, and they deactivated the line with the number1516. I was informed that the system shows clear evidence that there was never any internet usage or service consumption on this line. It wasn’t until January 13, 2025, during a visit to one of your stores to address a different issue, that a customer service representative identified this active line and the associated charges. Given that the device was returned and the service was never utilized, I am formally requesting a refund for the charges from January 2021 through January 2025, amounting to a total of $1,110 ($30 x 37 months). I kindly ask for your prompt attention to this matter and look forward to a favorable resolution. Should you need any additional information, please feel free to contact me at the phone number associated with my account or via email at (insert your email address). Thank you for your assistance, and I look forward to your response within a reasonable timeframe. Sincerely,
Set up payment arrangement but forgot to change card before due date
So I had set up a payment plan last month due to falling on hard times, I realized yesterday I needed to change my payment method to be able to pay the first installment which was due today 1/12. I do to the payment arrangement and I can’t make any changes to the payment method because it’s already being processed. Basically the account it’s trying to charge doesn’t have money so it will kickback. I’m just wondering how long it takes to kickback, when it does kickback will my account be automatically suspended or can I change the payment method once it kicks back and be fine before it suspends? Or should I try just contacting support before it even kicks back to see if they can change my payment method thanks
Trade-in Scam
As a new T-Mobile customer, I feel completely blindsided by their trade-in process. I traded in my iPhone 13 Mini for a brand-new iPhone 16 through customer care, all done online and over the phone. I was promised an $830 promotional credit, but instead, they claimed “water damage” on my trade-in and took away the promo, forcing me to pay for the new phone in full. To make matters worse, I didn’t even find out until after the 14-day return window had passed. They dragged their feet returning my device, and I didn’t get it back until three weeks later—too late to return the iPhone 16. Now, my once-pristine iPhone 13 (they returned it with gouge marks on the charging port, a mystery to the manager at a local store) is basically worthless unless I upgrade to their most expensive 5G Next plan and trade it in “in any condition.” That would cost me $53 more a month just to salvage something from this nightmare. I’ve spent hours on the phone and in chats trying to resolve this. Customer care even promised to manually apply the $830 credit because of my situation, and I have a screenshot to prove it. But they still refused to honor it. Yesterday, I went to a T-Mobile store to get help in person. The manager and a very patient salesperson spent two hours fighting with me through customer care, but T-Mobile wouldn’t budge. There’s no recourse here. It’s your word against theirs, and even with proof, I have no leg to stand on. I was told this offer was only available online, so I couldn’t bring my phone into a store to confirm its condition beforehand. If I could’ve done that, I would’ve never bought the new phone. This feels like a bait-and-switch, plain and simple. T-Mobile has shown me zero loyalty as a new customer, and I’ve wasted so much time and energy trying to fix this. If anyone else has experienced something similar, contact me—this might need a class-action lawsuit to hold them accountable. Let’s get the conversation going. Customers deserve better.
Billing Cycle Starts before device is shipped & received
I have requested a new 5G Home internet on 12/13/2024 and the devices was received on 12/20/2024 and activated on 12/21/2024 but T-Mobile created a bill starting from 12/14/2024 which is stealing money from customers for a 1 week which they did not provide service. When I asked to cancel the service on 12/24/2024, they are asking to pay $55 on next month and citing that a credit will be issued later. I need T-Mobile responsible for this inconvenience. Now I need to take additional burden of re-shipping the device which was not used more than 3 days of internet service, additional time spending for calling/creating comments and a payment of $55.
Outrageous Bill from a Cruise. Please help.
I went on a cruise in November. Thought I had international calling bought an extra plan that was text to me from T mobile when I was notified that my bill was $100 over. I also purchased the ships Wi-Fi plan because I am currently in school and need the Wi-Fi. 3 days into the trip I got a notification that my bill was $700 over I at that point contacted T-Mobile and was advised that the charges were valid and that there was nothing they could do. I was also told to turn my airplane mode on, and it would stop the charges Three days later I get another text from T-Mobile saying that my bill is now $1700. After making every attempt to avoid these charges, I still incurred them. I have reached out to T-Mobile multiple times to resolve this bill by paying my bill plus an extra $200 to $300 more a month than my monthly bill, until the balance is settled. This is what I can afford. I am being denied of that. I have been a T-Mobile customer for many years. My bill is typically paid on time. I am disgruntled at how I am being treated. If anybody has any situation similar please reach out.TIA.No money, Mo problems!
Hello, I have been trying to speak to someone who can help me. I have been a customer for over 12 years and now I can’t get any help. Recently I was involved in an accident (I offered proof) that had me out of work since 10/15. I had an arrangement that I wasn’t able to keep because (guess why??) I was in a terrible accident where my vehicle flipped over. Yet T-Mobile keeps turning off my service charging me 20$ per line everytime that happens but everytime I get my service back on. I would really like to avoid this from happening again but since I don’t have any funds it’s nothing that can be done to help me. T-Mobile is a big company, but because I have a 33 day past due, I have to lose my service?
Bill is overcharged every month
Hi all I started an account with Tmobile a year ago. Initially, after adding and removing all the lines in the account I got a plan for $200 for 6 lines but I get a bill of $205 every month I confirmed with one of the supervisors about the overcharge and she confirmed that my bill should be $200 and it will be rectified from next month but since one year I am getting a bill of $205 and they still don't make deny the fact that I am being overcharged. I don't know how to solve this issue.Incoming call log
I noticed a 3 hour incoming call that I didn’t receive. There were 2 calls, the first shows as missed call and a minute later the second, shows the call going over 3 hours. the number isn’t in my contacts and when I called the number to see who it was, it’s not a real number. Immediately disconnects. What is this?