Tmobile became the worst customer service carrier since they became TMobile USA. The original TMobile customer service was not bad at all.The TMobile USA has the worst, I mean, the worst of all customer service of all any other carriers. Once you ported your numbers out of TMobile, that’s it, they don’t want to help you. They find all kinds of excuses not being able to help you. They keep telling you to call this and that, and when you call them, they told you to go to Store, etc. they keep bouncing you around until you give up calling or inquiring. Plus once your service is not with TMobile any longer, you loose the online access to billing in order to update the billing address for the credit proration. I don’t know why people keep switching over to TMOBILE?

T mobile Your team members aren't any help this has been my third time calling about a refund I called Sunday and "Danna" was supposed to take care of me she didn't she did it her own way and didn't not call me back like she so called claimed either I was waiting lol. Gave it time called up again Wednesday and now being told a different refund price , I'm annoyed send me something so I can get to work at this point , your team members explained to me 1-3 business day cool that should've been in play since Monday right "Danna" lol now back to "Ebony" a refund for $100 shouldn't take up to 3 days no freaking way, so I call up T mobile again and now another Team member explains to me "oh we can't credit it back to your card only your account" it's seems to me y'all company isn't coherent nor care about your customers it's obvious because I did my research and this ain't the first time T MOBILE pulled this sorcery on other customers count your days you keep treating customers like this your in for a rude awakening for real.

Customer support seems to only be provided by a third party company located within the Philippines. Although they attempt to be helpful and kind, they are completely unable to function or have any latitude beyond T-Mobile policy. They are incapable of forwarding calls directly to T-mobile or have any authority. I feel, at half the price, Mint Mobile may become a great alternative.

Dear T-Mobile Customer Care, I am writing this letter to express my extreme disappointment and frustration with the level of customer service I have received from T-Mobile recently. 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 my recent interactions. On 8.07.2023, I called your customer service hotline regarding an issue with my already paid for Iphone 14 max pro that was mailed to UPS from your T Mobile facility in Louisville, KY. During the transporting process I received a notification that my package is delayed then an update message from UPS stating that my package is damaged, and the sender (T Mobile) will be notified. The wait time to speak to a representative was unreasonably long, lasting over 45 minutes. Once I finally connected with a representative, I was met with an unprofessional and dismissive attitude. The representative appeared disinterested in my concerns and seemed to rush through the conversation without providing adequate solutions. The solution was that my Iphone 14 max pro was going to be refunded between 7-10 business days and if I was to go to a T Mobile store, I would have to pay another x amount of dollars. I then asked the customer service rep why I must wait 7-10 business days to receive my money back for a phone that I purchased that was damaged during the sending process (that ultimately had nothing to do with me) and asked if I can go to a nearby T Mobile store and pick up a phone. The customer service rep then stated that the only solution was to wait 7-10 business days then repurchase the phone. Furthermore, during the call, I asked to speak with a manager then I was transferred to multiple departments, each time being required to reiterate my issue and personal information. This not only wasted my time but also left me feeling frustrated and unheard. It is deeply concerning that your customer service system appears to lack the necessary coordination and communication between departments to efficiently resolve customer problems. In addition to the poor phone experience, I attempted to reach out to T-Mobile through the online chat support on 8.05.2023. However, I was met with technical difficulties that prevented me from connecting to a representative altogether. This inability to access alternative support channels only added to my frustration and reinforced the perception that T-Mobile does not prioritize customer satisfaction. I am truly disappointed by the lack of professionalism, efficiency, and empathy displayed by your customer service team. It is disheartening to see such a decline in the quality of service that I have come to expect from T-Mobile over the years. As a loyal customer, I believe that I deserve better treatment and a timelier resolution to my issues that are still not resolved. I trust that you take this matter seriously and take immediate steps to rectify the shortcomings in your customer service system. I value the services T-Mobile offers, but unless these issues are addressed promptly and effectively, I am left with no choice but to reconsider my continued patronage. Sincerely, Jake Gutierrez

I was with Sprint 25 years….this is the WORST I have ever seen it. There is no US based customer service. No one knows how to do anything. Utterly RIDICULOUS!!!

Do you people even read these messages?Tmobil customer service is legendarily bad. You guys are losing over a million customers every year and you customer service is actually getting worse. The service is pretty but why would anyone want to do business with a company that treats their customers so badly? The cell service is very good. The home internet is an excellent product but Good Lord, the customer is atrocious. I have literally been lied to by your associates and supervisors, promised callbacks that never came, and generally treated very poorly. I have no desire to do business with a company that steals from their customers. I don’t expect anything to change but I just wanted to let you know why I will be canceling my service.Merry Christmas

Worst customer service | T-Mobile Community

davidladue
Network Novice
8 days ago
Completely agree. Was a loyal customer of T Mobile. Not anymore. Horrible customer service. Not a company you can trust. They are interested in only one thing...how they can collect your money...nothing else. Since May 2024 to today over several experiences the T Mobile customer service continues to give my wife and I reasons NOT to trust T Mobile. If I could tell the world to avoid T Mobile I would.
johnpavlovic
Network Novice
2 months ago
I was a customer for 18 years. Since the change my bill went from $50 a month for a single line to a $110. It was finally too much and I called to ask what I needed to pay to cancel my account and switch service. I was told when my final bill would be and when my service would end and I found a new carrier and planned my move accordingly. About 5 months later I got a call from a bill collector. They said I owed tmobile money I called customer service. I was bounced back and forth and placed on hold for over 4 hours. Finally I agreed to pay for an extra month. They told me the person who originally told me what I needed to do to cancel was wrong and now I owe an extra 97 dollars for a month of service after I had my number transferred out. I begrudgingly paid it and filed a report with their fraud department for being told one thing and being charged for another. A month and a half later I got a notification my credit score dropped 20 points. I checked my credit report and called the number for the bill collector. When I told him I had already paid t mobile he SCREAMED at me. Treated me like the scum of the earth, like some degenerate who doesn't pay his bills. I called tmobile again and they said I owed another 40 dollars now for a collection fee. I asked what happened to my fraud report and they said it was still under investigation. I offered to pay the lady more just to leave me alone but I was assured FOR THE THIRD TIME that after this I would not owe anymore money. So in summary they scammed me, they stole from me and even though I gave them all the money they demanded, they dinged my credit report. After being a loyal customer for 18 years...
BaziDeath
Newbie Caller
3 months ago
I have been a customer for years. Like everyone says their customer service was great at one time. Now it sucks. I was dragged out for 3 weeks waiting on a phone replacement only to be lied to by several representatives. New Year and time for a new carrier. After 15 years and this is the way you get treated. I have friends that use Verizon and say customer service is good. I am willing to pay more to get better service. The bad thing is they don't care if I go
ED1972
Roaming Rookie
4 months ago
T Mobile Liars & Thieves - Worst Cell Phone & Internet Ever!
I became a New T-Mobile customer in December of 2023. I got reeled into getting the 5G Home Cell internet service on a trial basis. I got COVID and was unable to bring the unite back in until after the trial period ended, on January 23, 2024. I brought it back because it sucked worse than my DSL. I live in a rural area. T-Mobile did not give a crap & said I would be charged a prorate for the time I had it. Fine, I just didn't want the service and so I asked the T-Mobile rep to cancel it. I also called T-Mobile right after, to let them know to cancel it. T-Mobile's website was problematic. Many times, I was kicked off the website or the website was non-responsive and I was unable to see my account online and so I gave up. I trusted that T-Mobile would charge me for just the cell phone service I signed up for. BIG MISTAKE! I was able to get online without a problem 2 days ago and noticed that T-Mobile is still charging me for equipment I don't have and service I cancelled, that I cannot even utilize without the equipment I turned into T-Mobile back on January 23, 2024. I immediately called T-Mobile and their customer service rep said that they have record of me returning the equipment on January 23, 2024 but they don't have any record of the separate call to them I made, cancelling the 5 G internet service that I cannot even use without the equipment I turned into them. T-Mobile is refusing to refund the $540.00 of false charges over the past 12 months. the T-Mobile rep blamed me for the charges for the service, I was not receiving, because I did not monitor my account & that I did not call T-Mobile to let them know I was being charged for a service I cancelled on January 23, 2024. I am on auto-payment and paperless billing that the T-Mobile's customer service representative sold me on and gave me discounts for agreeing to use, when I signed up. I feel that T-Mobile intentionally promotes auto pay & paperless billing, so that you don't catch T-Mobile right away, in their theft. These charges are fraudulent and T-Mobile knowingly stole my money for equipment and service T-Mobile knows I didn't have and am not even able to use without their equipment. I have filed a complaint with the FCC & the FTC. I will look online to see what other agencies I can file a complaint with, to get my stolen money back.
Vveronica
Newbie Caller
5 months ago
WORST COSTUMER SERVICE EVER!!!
So not too long ago I left T-mobile and joined Verizon. Ever since then, they locked my SIM and some Indians from customer service kept on telling me to wait 24-72 hours for my SIM to get unlocked. 3 days later, I find out my SIM is still locked and the supervisor named AL tells me to wait another 72 hours!
They keep on putting it off and CANNOT fix anything. I don’t even know why these respresentatives were hired to work in customer service. They interrupt and don’t even let you speak. Just straight up pointless!
I’m warning you all, DO NOT join T-mobile. They suck. Verizon is a much better option
Jamiepartridge
Network Novice
5 months ago
Stay away had a issue with payment and they wouldn't do anything to help but demand my payment that day when said I can pay in 2 days but wasn't good enough and than said I will have to pay more to get my service back they are cheaper than Verizon but you get what you pay for they don't care about the customer. Switched back to Verizon
Bc8
Network Novice
5 months ago
I honestly do not understand the level of ineptitude or just lack of care. I’ve been told several times that everything has been worked out and will update but nothing happens. I think they just say something to get you off the phone and hope you’ll forget about it. My internet was cut off because of non payment even though I’m on autopay and my account shows no balance. It’s maddening.
Sputre2
Network Novice
6 months ago
After signing up as a premium or VIP member, I was disappointed to find that the promised priority customer support was not delivered. The wait times for all customers were equally long, regardless of membership status. Additionally, the Tuesday offers were underwhelming and seemed no different from regular online deals. It felt as though the company was more focused on maximizing profits than genuinely valuing its customers. Surprisingly, I found better pizza deals and more appealing offers located far from my area, suggesting that the company may not prioritize local customer satisfaction.
Sputre2
Network Novice
6 months ago
The network coverage in major hubs of the USA, such as the Bay Area and downtown, is extremely poor. It seems like the company advertises misleading ads to hide this issue. A group of 30 students, including myself, signed up for T-Mobile, but we have all unanimously decided to switch to a different provider as soon as possible. We understand that our departure may not make a significant impact on the company, but we feel it's important to inform other students about our experiences and provide evidence of the problems we encountered with T-Mobile representatives.
Sputre2
Network Novice
6 months ago
Even now, the situation is disappointing. Initially, one agent promised a 100% refund, but the next day, another agent only agreed to a 50% refund. Despite the presence of audio recordings for each call, the company is relying solely on the agents' internal communication notes. They are unwilling to conduct a thorough root cause analysis and have left the issue unresolved. Furthermore, the agents are disconnecting calls, stating that it's a matter of mobile Goodwill, which is frustrating for the customers.