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Terrible customer service sold a lie.
We've been a customer for nearly 25 years-originally with Sprint who merged with T-Mobile. On 2/28/25 we decided to try the Go 5G Next plan to take advantage of all it had to offer. What sold us was the yearly free upgrades and streaming benefits. We had 5lines and were told with paperless billing and our 15% government discount each line would be $45 each. The promotion at that time was trade-in any phone, any condition for a FREE iPhone 16, and we took advantage of that, as well as adding home internet. The representative at our local T-Mobile store was very helpful and broke everything down for us so we knew exactly what we're supposed to be getting and paying for. Once our first bill arrived, the nightmare began. We've been overcharged, taken off the Go 5G Next plan, our government discount was removed and never applied, still paying for FREE devices, 10 days without any data services, charged $165 in "future dated" fees for a service that we were only able to use for a week, being charged $85 for two of our lines when they were supposed to be $45 each. I've been bounced between our T-Mobile store and customer care 8 different times. Our in store representative and manager have fought on our behalf and are baffled at the lack of customer service and refusal to make everything right. I've spent at least 7 hours or more on the phone with customer care trying to get everything correct. All I'm asking for is to receive the service and prices I was promised and agreed to. I never had any problems like this with Sprint and regret ever changing to a T-Mobile plan. Horrible customer service, and sold a lie. I want to give back our 4 new iPhone 16s, cancel services, and take our business elsewhere.
Wrong information by customer service! Scam!
I started a plan with T mobile only a month ago by the end of march 23 switching from atNt expecting a better line, the next day on march 24th i inquired from customer service via phone about the device iPhone 16, he did business talk to me giving me some scamming information, he told me i am eligible to have their promotion of iphone 15 for free just pay $100 plus the tax of the iphone if i will add another line and upgrade my previous plan so instead of paying $80 for 2 line per month, i have 2 pay $90 and the contract will be 2 years, i asked him multiple times if its really free and i have to pay $100 only plus tax and he said yes.. so i agreed with the contract. The next billing i was billed with $148 dollar due to tax, $25 cause of changing plan the one i upgraded, and $26 for the iphone, when i checked the app it shows i have to pay $26 every month for 24 months??? So i called CS again to have it look as it was recorded call and the next CS i spoke with told me that there are no promotion like that but shes sorry for the wrong info the previous customer service gave me and she can offer me another plan to upgrade so that the phone will be free again and this time the upgraded one i need to pay $130 dollar including auto pay instead of $90 dollar i previously agreed on. I asked to make a complain cause i want to undo the contract as that is not what i agreed on, but the CS told me they cannot do that because its more than 14 days already but its after 14 days the bill was provided? So i want to escalate a complaint but as per them they can make an email of complaint but i cannot follow up on it, so how will i undo the contract that was not i agreed on? It wasn't my mistake you Tmobile offer me this promotion? And you can trace the call we had by that CS cause its recorded right? Now why can’t you help me solve this??? Its a scam to have a person sign a contract then change it after next billing, i trusted your company when i called CS and sign through phone, Now nobody i can talk to about this escalation?
Legacy Plan Price Increase - Former Employee of 9 years
I’ve been a loyal T-Mobile customer for years, and I’m always on top of my wireless billing, managing my account online without ever missing a payment. I recently learned about a price increase to my legacy plan, but not through the proper channels. T-Mobile claims they sent a text notification on 3-13-25, but I never received this text or any email. When I called customer care for clarification, I was met with a scripted and condescending tone, essentially brushing me off by reiterating that the text was sent. As someone who just added two new lines to my account on 4-16-25, I also wasn’t informed of the price increase then. When I asked for a price adjustment due to the lack of communication, both customer care and a supervisor gave me the runaround, offering no resolution.The lack of transparency and dismissive customer service has left me incredibly disappointed. I own all of my devices, so I’ll be porting my numbers out to a different provider soon. As for the two new lines, they’re still within the buyer’s remorse period and will be canceled. This experience only highlights how T-Mobile has lost touch with both its loyal customers and employees, just as they did during the Sprint merger.
Credit/Refund for services not used
I purchased a phone at the apple store in Green Hills(TN) in November 2024 intending to finance it through T Mobile. I wasn't charged for the device and the service in December, so I called the apple store (Green Hills) and was informed that a billing cycle will be skipped. However, I still was not charged from January -March. Concerned, I called T-Mobile in early March and was told that my account has a past due balance and will go into collections. An agent processed a credit for December for the service and late fee since he saw that I didn't use the service. I went to the nearest corporate T Mobile store and was told I would need to pay for the device in full in order for it to not go into collections. I paid for the device in full on March 4, 2025 and was told to call customer service to get credited for the unused services for Jan.-Mar. I didn't use the services (POSTPAID account) so I was informed at the store in Nolensville Pike (Nashville TN) that I should be credited for the January-March since she saw that I was credited for December's unused services. I called customer services again and explained everything and agent told me that I will be credited for all three months since he was able to see that i didn't use the services. He said I should wait a couples weeks to get an email confirmation for the credit to my account. Well I never received that email. I called on 4/22/25 to check on said postpaid account. Ofc I was not shocked, since this has been an unnecessary headache, when the agent told me that there is a balance plus late fees on my account. Bare in mind that this account was canceled and shouldn't have an balance. Agent said that I needed to call the Apple store that I bought the device, and when I called they couldn't access my account so I was sent right back to square 1 which is to contact T-Mobile. This has become my last resort. I cancelled my Postpaid account by paying off the device in full, yet I am still being told that I need to pay a balance and late fees for services that I did not use and was told would've been credited to my account. I am seeking a resolution and a proper credit for the months I was incorrectly charged and now told to pay for.
Not Being Given Promotion After Starting Plan
Started a new plan with T Mobile last year. There was a promotion for free phones with new lines of service. We started new service, ordered 3 phones. We didn't like one of them, so we called in within the first week or so, asked if we could try something else. We got a different phone, also supposed to be free with the promotion - or so that's what we were told. Next month, I check the bill, there's no promotion for it. I call customer support, they say the promotion just hasn't been applied yet. Just pay the bill for now, and you'll get credited later. 5 or 6 months go by, I check the bill again. Still paying for the phone. So I call in and ask about it, they say they'll escalate the issue. Don't hear for a while, so I call in again. They say looking back there was no promotion for the phone we got, and there's nothing they can do at this point. Very frustrating situation. Anyone had this happen before, and what did you do about it? I can always switch to another carrier but that's a pretty big hassle and I don't want to have to go that route.
My paperless monthly bill needs to reflect that Billing address and usage address are different.
Residences in the town I live in dont have mail boxes. If you want to get mail, you have to have a P.O. Box. On my monthly bill, it wont let me enter my P.O. Box as my Billing Address. I Live on a Boat and although there is a physical address to the dock, Thats it. Now the real issue. To get a real Id, My bill needs to list the Usage address as well as the Billing Address which are different. My P.O. Box is my billing address and it wont let me enter that in change of address update form. I've been jerking around with this issue for a couple of weeks and its old. Any help would be appreciated
Payment Arrangements and Reconnect Fee's
I have noticed that T-Mobile has started suspending lines very quickly. They use to contact you and send you text messages, but that seems to go out the window now. You wake up the next morning and your phone doesn't work. Of course, they always claim that it's because the bill is 30 days past due. The other thing I have noticed is you can establish payment plans, but they don't stretch out to the day's you get paid, so you end up missing the payment and accruing more fee's which makes your bill more expensive. Especially since their customer service has gotten worse lately where they don't give out credits for that anymore, at least for me. I'm tired of trying to catch the bill up and it just gets higher and higher because I can't make a payment arrangement that makes sense and sets me up for failure and more fee's, I think I'm going to have to research other carriers and start looking in to switching to them. I thought after being with T-Mo after 10 years that it would count for something, but I guess not. ☹️ Anyone else have an opinion on this?
TMobile refuses to honor contract
24 year customer on a family plan. Friday was looking into my own essentials plan and talked with a Tmobile website chat agent about starting it. I told them whatever I do I want to keep my number that I've had for 24 years. They assured me I could and I made sure the number was released from the family plan. The sales agent talked me into the go5g plus plan in order to get a 800 off new phone (I don't need a new phone whatsoever but I thought it was a deal worth taking) multiple times I checked that I would be able to keep my number and I asked one more time before signing the contract and authorizing payment, they assured me I could keep my number. Today (Tuesday) my new phone arrived and I went to set it up with my new account and now they are telling me I can either have the 800$ off OR keep my number. I told them that I confirmed numerous times in the chat logs that I could keep my number and now they refuse to honor the deal their agent made. They talked me up to a more expensive plan and talked me into upgrading my phone and now I'm stuck with a new number or paying 800 more than originally agreed upon. How can you expect your customers to honor your contracts when you can't even honor them T-MobileWhen a Deal Isn't
A heads up to all who are considering using T-Mo's offer of delaying bill payment by slicing the bill into two equal amounts. I selected this option which was made available on the T-Mo bill pay website. I got a notice that there was a much-larger bill than expected ahead. Looking at the details I saw a Late Charge of $8.75 and a chargeback of $20 for non-automatic bill pay, When I called 611 abut these charges I was told that the $8.75 was imposed because I did not pay the bill on time, and the $20 because --- who knows why. Essentially because the Payment in Full did not take place, There was no such a warning of loss of discount and imposition of charges when I signed up for the delay. The lady at the other end said that T_Mobile was doing me a favor by giving me extra time, but had never considered the arrangement as a handshake. To me, if you owe someone money on Day X but you request that the payment be delayed by a week, and the other party agrees - this means that you both agreed for a new payment due date as a one time only favor. T-Mo doesn't see it that way. Late is late. I was able to get a credit for the $8.75 late charge. As for the $20 autopay discount, I'll just chalk that up to Never Again,