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Disappointed with billing during transition from Verizon
I recently decided to transition from being a longtime Verizon (20+ years) and worried about having the veteran rate and autopay discounts applied. I showed my veteran designated ID at the store, then still had to jump through hoops later, which was disappointing. However, the largest disappointment now comes when they (Tmobile) turn off my service out of claims I hadn't paid, after only one month of transferring service. I had set up autopay right as I set up service and there was no issue with my debit card. Yet, when I chat tmobile to express my concerns, they claim they'll waive the $20.00 reinstatement fee but that is only allowed once on the life of a plan. This is ridiculous, they essentially have you over a barrel. I do not believe I did anything wrong, they affirmed I was all set up for autopay in the chat, but do nothing. So far, severely disappointed with their service, as these sorts of interactions are way more important than the service coverage. They dont seem to care about their customers.15Views0likes0CommentsExtremely Disappointed - A Very Bad Customer Service
I am writing this letter to express my extreme disappointment and frustration with the level of customer service I have received from T-Mobile today. As a loyal customer of your company for the past 9 years, I expected a certain standard of assistance and respect that has unfortunately been sorely lacking in today's interactions. I have been connected with Customer Service more than four times regarding the account data plan issue. They spent around 3 hours and did not resolve the issue, instead making false promises and continuously redirecting to a new customer service worker. Meanwhile, one of the line plans was changed without notice, and my family plan was altered. Until now, no resolution has been presented. My time has been completely wasted, and I have not been treated like a loyal client by T-Mobile's supervisor or any of the customer service agents who have dealt with me today. I had a really horrible encounter today with irritated circumstances and first time I had with one of the worst support from Tmobile.588Views1like3CommentsTrade-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.576Views1like2CommentsHow to contact support via text or chat
How do I contact support? I was having my “Free Trial” of home internet cancelled and they cancelled my primary line instead. It dropped the support call and immediately kicked me out out my account. My phone can make emergency calls only. Cannot call 611. My online account no longer recognizes my phone number. Cannot link the account to my email due to account verification going to the phone they just turned off. I don’t have another phone to call.Solved87KViews1like16CommentsPhone never received, T-Mobile was notified immediately and yet, I'm still being charged
I ordered a replacement phone (which T-Mobile is calling it an upgrade) for my son back in October. After a few days had passed since I was supposed to receive the phone, and it never arrived, I called T-Mobile to let them know. I was told they would handle the replacement phone and if the first phone arrives, to send it back/take it to T-Mobile. I received the second replacement phone a few days later. Called to set it up bcs. it wasn't working, explained the situation to the 2nd rep, they got the phone working, no problems. January rolls around and I realize I'm being charged for two phones on one line and have been since the second replacement phone was shipped. I chat in to notify them and was told they would get it taken care of. Now, 6 months later after going back and forth with them on Chat and via Phone Calls, I was told TODAY, July 5th that I was supposed to file a claim with UPS. This was after being told that they can see the phone is in use in California (I'm in Texas so is my child) and because of that, I will have to continue paying for the phone I never received. I notified T-Mobile immediately when I did not receive the phone, yes, I did give it a few days bcs. there were bad storms from where the device was being shipped from (I was told this by T-Mobile) and then I contacted them monthly, sometimes multiple times a month trying to get this resolved. It is beyond frustrating when I took all the steps I was supposed to take to resolve this issue and T-Mobile drug their feet and are now telling me it's my issue. On top of this, I was told multiple times I would get phone calls back on certain days or within certain time periods, and while I did a few times, most of the time it did not happen. I had to keep reaching back out to T-Mobile. Side note, my first cell phone plan was with Sprint back in 2000 and I had been with them ever since. I never had any sort of issue with Sprint that wasn't resolved within a few days. T-Mobile buys them out and I'm now out over $1k because of their incompetence.22Views0likes0CommentsXfinity mobile versus T-Mobile and why The switch?
good day, Has anybody ported out of Xfinity mobile to T-Mobile? If you don’t mind answering why did you leave Xfinity mobile to T-Mobile? I am a T-Mobile customer and have been for about a decade. I’ve also been an Xfinity cable customer for at least that long. Xfinity is offering me a free iPhone 14 If I give them my mobile business. I thought T-Mobile would price match or give me some sort of sensitive to stay but after several conversations with T-Mobile agents. It was clear they had nothing to offer me. I barely use two gigs most times and I’m paying $50 a month. I think I can get a cheaper deal with Xfinity mobile Plus a new phone; but I’m not crazy about Xfinity’s home Internet and having service issues weekly. I’m not sure if the mobile service will give me any problems. I would like to hear from someone who has had Xfinity mobile please. Thank you4.8KViews0likes5Comments