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Another Run around by tmobil
Another run around by tmobil. Apple website says only a carrier can unlock your phone. I purchased the phone from t-Mobil in 2019. You are the carrier. Really do people go outside of the company to ourchase a phone when they are with a company? I we have been a tmobil customer since 2016 and we purchased the phone in 3019. You guys are giving me the worst customer service ever. Your records are not available because your records only go back to 2020. Is that the customers fault that you don’t keep accurate records of phone purchase for a reasonable time. 5 years is not sufficient to keep phone purchase records. I take my childrens old phones all the time and I am still using one of outlrbIphone 11’s. Tmobil has zero accountability to customer satisfaction I regards to unlocking my phone. See Apple information below!!! Contact your carrier 1. Only your carrier can unlock your iPhone. Contact them and request an unlock. After you submit the request, it might take a few days to complete. Contact your carrier to check the status of your request. 2. After your carrier confirms that they unlocked your iPhone, follow the steps below. If you need to activate an eSIM from a carrier other than your current carrier23Views0likes3CommentsUNLOCK PAID FULL PHONE REQUEST
o: T-Mobile Customer Care Date: May 13, 2025 Dear T-Mobile Customer Support, I spoke the call center multiple times on Sunday, May 11, 2025 from between 7:30 and approximately 10:45 pm. Each representative appeared to read the previous persons's notes and recite what they said. No one used critical thinking skills to help resolve the matter. All intractions were frustrating and it appeared that the representatives were not trained properly and not interested in resolving a problem that should have not existed in the first place. Last four of phone 1994. I am writing to formally request that T-Mobile unlock my Apple iPhone 11, which was purchased through T-Mobile in November or December of 2019 and paid in full approximately two years later. According to T-Mobile’s own device unlocking policy, devices are eligible to be unlocked once they have been paid off in full and meet basic usage requirements. My iPhone 11 meets these criteria, yet it remains locked due to no fault of my own. At no time during or after payoff was I informed that a manual request to unlock the phone was necessary. It is both unreasonable and unacceptable for T-Mobile to place blame on the customer for not requesting an unlock when, in fact, T-Mobile failed to act on their own stated policy. This failure is compounded by the fact that the device was paid off during or shortly after the COVID-19 pandemic began—a time when many systems were understandably delayed. However, that does not excuse the current refusal to resolve the matter properly. Most troubling is that during my recent call with your support team, a representative wrongly claimed that I had not purchased the phone from T-Mobile—despite being a loyal customer for nearly nine years and purchasing all of my devices through T-Mobile. This behavior is deeply unprofessional and borders on gaslighting. It is the responsibility of a service provider to maintain accurate records and to assist customers in resolving issues, not to discredit or shift blame onto them. Therefore, I am formally requesting: Immediate unlocking of my iPhone 11. A written explanation for why this issue occurred. Confirmation that the matter has been resolved. This experience has caused unnecessary frustration and raises serious concerns about T-Mobile's accountability and customer service. I expect a prompt and professional resolution within 2 business days of receipt of this complaint. Failure to do so may result in a formal complaint to the FCC and other consumer protection agencies. Sincerely, See Log on name40Views0likes1CommentPlease delete my community account
Hello, Since I recently changed my T-mobile ID (binding phone number to new email), this account is idle. I can't change my community username myself, I hope that the community administrator will delete my community account and let my new account use my current username. Thank you!Solved414Views0likes8CommentsHow to escalate a complaint
I received a text from T-mobile. They said I could buy 2 I phones get $700 off one, and receive a free line. I called T-mobile, they checked my account and said yes you definitely qualify. I then went into a chat session and asked again and they again said yes I qualify(I have the print out) So I went into the Store, I again, in front of 2 other live witnesses , asked them to check and see that this promotion was available to my plan before purchasing the 2 I phones. Again, they called spoke to another manager and yes they said all was good. So we purchased the I phones, received the new sim card for the new line and everything was fine. Until I got my bill, T-mobile was charging me $10 for the new line plus the other fees( fees which I already knew I would have to pay. I am not opposing those fees. ) So I chatted with T-Mobile, the rep agreed (I have it from the chat printout) I should not be charged, he took the fee off and said that all was good. Low and behold next month the $10 charge was again on my bill. I again called up another rep Christopher. He said yes I see the problem. He again removed the $10 charge and said that it was taken care of……Nope, next month the same thing I talked to another girl Crystal, she again agreed that I had did everything correct and there was just a delay in the billing. She took the $10 fee off and she begged me and I mean begged me to say that the problem was solved. I refused and told her until I see that the charge is not on my monthly statement I would not say the problem was resolved. She reluctantly said ok. Guess what the next month the $10 charge was their again!!!!! So I went into the T-Mobile store and at first they said they would take care of it then they started saying no this was only for some other promotion???? What??? I confirmed several times, printed from chats and if I wasn’t eligible why would they all have said I was and agreed to take off the charges??? So the manager at the store, Said he agreed and would look into it. I sent him all the chats, the copy of the texts, everything. This guy tells me later that the girl that he was working with to get it resolved was let go and there was nothing he could do??? WHAT? Was there only one individual in the company that could take care of this???? To me this is clearly a bait and switch scheme that T-Mobile is trying to pull off. Much like their “oh if we merge with Sprint we will create jobs” but now we know that T-Mobile is laying off 5000 employees. So I need to know how to escalate this and if anyone else out there experienced something similar so I can present it to the attorney general and the fcc.Solved20KViews8likes38CommentsT-Mobile dishonest billing
I was a customer of T-Mobile’s five years ago and I quit them because I changed my plan and they kept billing me the higher price. I had to go with T-Mobile this time because I had a medical device. It was only supported by T-Mobile. Three months ago I closed that medical device number so now I only have two lines and home service. The following month I was billed correctly, which I believe they do this because so many people don’t even check. Last month they build me the higher amount again. I called. They said no no you didn’t close a number you had a $50 credit. I said no I did not look at my line it’s never been used. It was a long phone call. I did not get my money back. They gave me all kinds of credits and promise me everything was taken care of. When I got off the phone with them, I googled any complaints against T-Mobile and lo and behold, hundreds of people complaining about the very same issue overcharging changing prices charging fees that aren’t even legal. Then today they did the exact same thing and took out the whole amount for two lines. Now the Customer Service reps are in on this because customers are complaining left and right my Customer Service rep said she had never heard of such a thing. I said I don’t believe you for one second. Said you have class action suits against you for this very thing. Then she said well your plan was not changed. We’re billing the correct amount. I said no I don’t have two lines. I have one line and she said that’s the problem and I said so are you blaming me because your Customer Service rep didn’t do their job not once but twice and here I am talking to you trying to blame me again.. I said I want my account close and I want it close now. She said I’ll take care of that and I will send you an email with your account number so I can transfer the number.. needless to say I did not get that email. I went into a T-Mobile store and the clerk said I’m on your side. I get these complaints all the time. T-Mobile is taking money illegally and then not returning that money but giving you a credit. By me closing the account, they have to send me the $50 credit. I will never do business with T-Mobile again. Neither should you.90Views0likes0CommentsNew phone and info transfer
I got a new iPhone and transferred everything from my Samsung Galaxy. When I put a new SIM card in the Samsung are the text messages that are on the phone then transfer to the SIM card? The card put into the Samsung has a different phone number. I am asking because my ex then stole the new card from the Samsung. Or does it only save texts that were sent after the SIM was installed?143Views0likes1CommentI payed to activate 2 lines
i paid the 90/month for the two lines and they added an extra one which led to my phones being suspended two days after said payment. I’m literally so frustrated because i keep getting on the phone with them and even when in the store and they’re just asking me to spend more money on an EEROR THEY MADE. I HATE TGIS COMPANY AND JUST WANT MY MONEY BACK SO I CAN SWITCH.103Views0likes0CommentsMoney not returned after returning device
I have been a loyal T-Mobile customer since 2007. On October 23, 2023, I switched to AT&T and canceled my T-Mobile account. I anticipated an additional final billing cycle and monitored my account closely. T-Mobile charged me as expected on October 23 and November 23, 2023. However, on December 23, 2023, I received a surprising bill for $397.50. When I contacted customer service, I was informed that the charge was for a signal booster device I had received from T-Mobile in 2015, and that the charge would be reversed once the device was returned. I located the signal booster and requested a return shipping label, which T-Mobile provided. I promptly shipped the equipment back on January 12, 2024, to the address they gave me. I called T-Mobile again and was advised that the charge would be reversed once the equipment was received, but that processing might take some time. By March 2024, after not seeing any refund, I followed up and was told that because my account was closed, they could no longer access it and suggested I visit a T-Mobile store for assistance. In April, I went to a T-Mobile store with proof of the return shipment (reference available). After making some calls, the store representatives informed me that they could not assist me either, as the account was no longer active, and recommended I dispute the charge with my credit card company. Unfortunately, my credit card issuer could not process a dispute because the transaction was beyond the 90-day window. I made a final call to T-Mobile on May 2, 2024, seeking resolution but was again unable to recover the charge. I am reaching out to you as a last resort to request the refund of $397.50 for the equipment I returned, in accordance with the instructions provided by T-Mobile. I sincerely hope you can assist me in resolving this matter. Thank you for your time and consideration.219Views0likes1CommentClosed account with zero balance. Sent to collection 1yr after closing.
To Whom It May Concern, I am writing to formally file a complaint regarding the mishandling of my T-Mobile account, continued unauthorized charges, lack of notice, and a resulting erroneous collections report that may severely impact my ability to secure a VA Interest Rate Reduction Loan (IRRL). In September 2023, I began the process of responsibly closing my T-Mobile account after transferring service to Verizon. I kept the account active only long enough to pay off device balances and allow number porting. Once that was completed, I confirmed in-store that the account was closed using my husband's phone (still on T-Mobile service at the time), and I received no indication of any further balance due or remaining obligations. Despite this, T-Mobile continued to autopay my credit card for approximately nine months, charging around $80/month—even though the account was inactive and unused. No texts or emails were sent to notify me of ongoing billing. I discovered this only when I reviewed my credit card statements months later. Upon calling T-Mobile to resolve the issue, I was told I could not access my account without a PIN, which could only be sent to the closed phone number. I then went into a physical store, where staff confirmed the account had not been used since the date I originally closed it. A credit request was initiated by a manager, and I was assured a refund would be mailed. No refund was ever received. Subsequently, my credit card had to be replaced due to fraud, which halted the erroneous autopay charges. I did not update T-Mobile with the new card because, again, the account was supposed to be closed. Months later, I was shocked to receive a call from a collections agency demanding over $320. T-Mobile had not notified me by phone, email, or letter that a balance was due. After numerous frustrating store visits and customer service calls, I was told the account had never been properly closed and that it was now too late to dispute the charges internally. I was left with the unacceptable choice to either let the collections report damage my credit—or pay the balance for services I never used, never authorized, and was never notified about. I chose to pay the balance in fear of losing my chance at a lower mortgage interest rate through my IRRL. This situation, caused entirely by T-Mobile’s systemic failures, has caused me immense stress and financial strain.283Views1like1Comment