How do you contact T-mobile's complaint department? Is this it? How do I email or write the CEO?

Back a few years ago (we’ve been with them 7 years) the Customer Service was amazing.  Now their “experts” either don’t know what they’re talking about, or get paid to lie.  I don’t know.  A little over two years ago, they added a line at my request (I called three times, and all three “experts” said we could do that, so we did), and they said we could get a new smartphone at half-price, so we did.  Well, for a few months, it was half-price.  Then they told us that our plan didn’t allow for the addition of a third line.  I had to switch that line back to the previous carrier.  And they added a charge for the few months of paying half-price monthly installments for the new phone, then started to charge full price each month.

Has anyone else had this experience with T-Mobile?  They need to be called to account.  I talked to another “expert” about a month ago, and they said they could switch the line now.  I called the other carrier while still on another line with T-Mobile (a recorded line, because- you know).  They gave me the port-in code.  T-Mobile ported the number (again).  Then the “expert” told me that nope, we’d have to pay almost double for the monthly service.  I ported it back while still on the phone with him.  Then I spoke to his supervisor about the previous ripoff with the “half-price” phone.  They said they’d file a request to get me half my money back.  It takes up to a couple weeks, they said.  It’s been over a month- I have heard nothing.  My last call with an “expert” took over two hours, by the way.  We have a corporate store nearby.  One of the nice employees there used to work in corporate CS as an “expert”.  She told me that our monthly plan includes Netflix.  I disagreed, but she reassured me.  I checked. I know now that even when the “experts” move on to other positions, they’re still always wrong.  How does T-Mobile not know this?  They host this forum. They need to be held accountable.

Call and ask for Customer Retention. Customer service will keep telling you they can help but just repeat customer retention and they will transfer you to them or tell them to close your account and they will immediately switch you.  They are the only ones that can actually fix anything.

I signed up 55+ contract for $90.00 monthly payment. Every month I’m receiving a different amount of bills I call Costumer Service every month on the phone for hours everybody assure me everything is readjusted I don’t have any more problem. However, I still having a problem every month spending time on the phone for hours. This month I received a bill for $1,017,99. I called I was on the phone 1 and ½ hour again, the representative told me somebody made a mistake she corrected I have to sign another EIP agreement which will be e-mailed to me. I still don’t received the e-mail I called again spoke to another representative who promised me everything is OK, she will make sure I will receive e-mail I still don’t received. Every single month I’m going through the same problem, with my bill. Somebody can correct or due anything about this, or I have to change carrier. I need some discount going through this horrible experience. 

I have been with Sprint (now T-Mobile) for 20 years. The only way I have been able to get any issues  resolved (phone reps lie - phone bill will go down if you get a tablet (HA)) is to call and ask for the retention department. Don’t any discuss with the phone reps any problems they can’t do anything.

I have been a customer with tmobile for 17 years.  I have recently made my first claim ever on a iphone 11 pro max for damaged, it is a phone that I am making payments on and that is under insurance.  And it was denied not once but three times.  Tmobile supervisors promised to get me a replacement in house, and to this day that promissed has not been fulfilled.  Im stuck with a balance and no phone for three weeks.  Yay Tmobile.  i will make sure I will go viral in all the social medial and have people know how you screw you customers and I will not leave with that, I will make a claim through general attorney. and seek law suit.

Hello everyone on Sunday I was talking to a lady from T-mobile, that told me about the promotion they have going on, I was going to get paid on Tuesday, which she was going to call me on Wednesday so  I could get the deal on the 13 pro max. Np one call me, and when I do call they are now telling me that I have to open a new line to get that deal, And I know that was not want the Lady told me and Sunday. I hope the CEO will see what these people are doing to their customers. because if I didn’t have them for all these years I would be sure to leave them. Would not invited anyone to them because they never treat me good.

drnewcomb wrote:

This is a community forum. You can complain all you like here. No one can do anything about it. There, there. Have a (virtual) cookie.

You sir are stupid, and you do speak for shiT-mobile. You already have cookies, right? Let me know if you need more.

Once you’ve tried dialing 611 and obtaining billing support, you may / may not get what you’re looking for.

Beyond that, you’d need to escalate through the BBB or other external means (FTC/PUC,FCC).

As a note, I’ve had mixed results with BBB escalations through T-Mobile’s ‘office of executive management’.   Device/billing is typically easier to get resolved than something truly technical (i.e. ‘No service in a service area typically does not get resolved unless there is a deployment already being planned for that area).

I’m curious if this is promo you saw on our page or was this something that you discussed with the rep only. That’s really strange to be charged one price and being told you have to pay the full cost of the phone. We also have a list of our current deals here. Does the one you’re talking about show up there?