Information, reviews and public commentary for US companies


T-Mobile USA, Inc.

12920 Se 38th St.
Bellevue, WA
(425) 378-4000
(425) 378-4040
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Samuel Ocran-kakrah - 8 m 27 s ago


Some customer services personnel don't know what they are doing.

I switched from post paid to prepaid and before I did that they made me to pay off all balances on post paid which I did. T-Mobile policy does not allow such a switch if you had not paid off the balances on your post paid account.

Having satisfied themselves that I had paid all outstanding balances on my post paid account, they went ahead and approved my switch to prepaid and moved me to prepaid.

The drama then started. The staff who did this assured me everything was done and I was good to start so I paid for prepaid units to start. Not knowing the guy did not cancel my post paid account and so there was parallel account for the same number, one for post paid and one for prepaid. Along the line in the next month, I received a bill of around $62 for which I called a customer service personnel and explained to them. A supervisor came in and after listening to my explanation she realized it was a mistake the staff did so she promised to remove that charge from my name and would give me call in 3 days' time to confirm. This supervisor indeed called me and confirmed that everything had been corrected and that charged had been removed from my account and that there was no charges again to my name.

Few months after that, I received a call from a collection agency referring to this same case and telling me I owe that amount. I was so furious and asked that agency never to call me again and rather referred the case back to T-Mobile. After that I have spoken to about 10 people who promised to remove this charges which still persists in my name. As at now, they had put late fees and other charges amounting to $123 or so. Nobody seems to know what to do to correct this mess of theirs.

Right now, I wanted to get itemised copies of my account for my post paid from 2015 January to 2016 Dec around when I switched to prepaid and have spoken to over 20 customer service personnel. All of them could not help me even to get to the proper department that handles this. A number they referred to me ending with 8942 as collection departments happen to be rather prepaid department. Yesterday I was given (hidden) being the collection agency number because they said my account is now with them so I called this number and this collection agency after getting my number and SSN could not locate anything in my name and told me there is no record for me from T-Mobile. I have noticed many of their customer services personnel are foreigners in different countries who do not know what they are about and some of them are just liars. As customers, we must be valued and be given the best of service to resolve our problems. As I speak I cannot switch back to post paid account because this alleged amount is still standing in my name and I am planning of moving out of T-Mobile to another provider. Somebody must tell me where to call to get my call history or records from 2015 January to 2016 December. Thank you.

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Leniana 0451 - 27 m 20 s ago


I've been on the phone with customer service for over 2 hours and could not get a resolution. I paid for the month of August. My phone was turned off on the 15th of August, Leniana 0451 hung the phone on my face. T-mobile stole $85.70 from me. My phone is still off and nobody could resolve the solution.

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Another Anonymous - 11 h 39 m ago


Customer Service sucks so bad. Automated Service knows who I am but employees keep insisting I need to verify my name, last 4 SSN, Address. I'm living in the United States of Redundancy. If your automated service knows who I am and I transfer to a human, and you want me to verify myself again, then you FAILED! You've pissed me the "F" off. You Failed. Fire the corporate Customer Service Exec / manager. TOTAL FAILURE on T-Mobiles behalf. Automatic Billing has been screwed up so many times, I've lost track. I changed billing dates and someone on the inside is applying automatic billing whenever they want as opposed to the agreed upon date. All my automated payments are out of my control and each of my bills are due in the first half of the month. I need to change dates and spread out my bills but every business that I'm using auto billing is fighting me the whole way. Everyone wants their money the first half of the month. I hate dealing with customer service people from half way around the world, or, in this case, 1/3 of the way around the world (Philippines). The customer service people in Philippines don't have authority to get things done.

One thing I loved about T-Mobile is that you march to the beat of your own drum. You don't follow what the other guys (AT&T, Verizon, Sprint) with the same plans, etc... I couldn't wait to start doing business with T-Mobile. Now I can't wait to get out of T-Mobile due to the LACK OF CUSTOMER SERVICE. Currently, the other guys have F'd up plans right now or I would be gone. I think Sprint might have a better plan as of today but I wasn't paying attention to the commercials too much. I don't pay attention to commercials. Although I'm ready to try one of the low end companies such as PCS Metro but I worry about reception.

T-Mobile needs to get rid of either one of the two: (A) Get rid of the humans that ask for several pieces of info to confirm my identity or (B) get rid of the automated phone service that knows who I am but is ignored by the customer service employees and asked verbally to I.D. myself. If you don't trust your automated service, then get rid of it. If you do trust it, then get rid of the call center employees. Keep the employees that work specifically in areas such as billing or important dept.

Oh yeah, get some chip readers for those of us who have a credit card with a chip. My bank gave me two new cards at the beginning of the year and you don't have chip readers. Within the first 45 days, I had one of my cards hacked! T-Mobile was only one of about 5 or 6 businesses that used my chip card without a chip reader (sliding the card the old fashion way).

The poor customer service outweighs all the good that CEO has brought to T-Mobile.

Try hiring Donald Trump to run your customer service. Maybe he can make T-Mobile GREAT AGAIN!

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Anonymous - 20 h 23 m ago


I will not keep service with t-mobile..customer service at panola rd Lithonia has bad sale associates they lie.lie.they upgraded my phone and added a extra line for $106...then I was told this covered my bill..the next day I was told I still had to pay 81.50

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Makiayla - 1 d ago


I will never in my life recommend anybody to t mobile they are horrible my experience is so bad with especially there CUSTOMER SERVICE

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Armando Santos - 2 d 19 m ago

I bought a Samsung S8-Plus under a promotion. The promo was not honored. I also paid $99 for a 256k mem and I did not get that either. I was scammed!!! I am preparing a complaint with the Michigan Attorney General.

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Daniel Rubio - 2 d 24 s ago


I am so disappointed in this company. I even own over 100 shares in this company and today I will be selling them and leaving the company for more reliability and better customer service. I am on the phone with their "Customer Care Dept." and of course, they want more money in order for them to help me. I think T-Mobile trains their employees to lie to their customers since they feel they don't know what goes on behind the doors. News Flash! I OWN SHARES!!!!! I know what is going on at Corporate... Since I am a Disable person, I need contact ADA to file a complaint. I will also contact the Texas Attorney General, FTC to investigate T-Mobile Ethics and Standards. Now I have hung up with their Customer Care and the lady just told me to "Go Fuck Myself!" Wow... Great customer service. I guess their commercials are complete lies! Class Action is the only way to go. Srcew you T-Mobile

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Alan - 2 d 15 h ago

T-mobil what is it with company all they can do is lie. We sent our phones in and they said we didn't they sent us the return info and they can't seam to find it what a scam. My bill was quoted at one price I pay much more. The coverages for your phone repair is bull####. They also refuse to listen to the recording. We will take them to court . Do not switch to this!!!!!!!!!!!!!!!!!!

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Daniel Rubio - 2 d ago


I am so disappointed in this company. I even own over 100 shares in this company and today I will be selling them and leaving the company for more reliability and better customer service. I am on the phone with their "Customer Care Dept." and of course, they want more money in order for them to help me. I think T-Mobile trains their employees to lie to their customers since they feel they don't know what goes on behind the doors. News Flash! I OWN SHARES!!!!! I know what is going on at Corporate... Since I am a Disable person, I need contact ADA to file a complaint. I will also contact the Texas Attorney General, FTC to investigate T-Mobile Ethics and Standards. Now I have hung up with their Customer Care and the lady just told me to "Go Fuck Myself!" Wow... Great customer service. I guess their commercials are complete lies! Class Action is the only way to go.

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M. Glover - 2 d 12 h ago

Had to repost since T-Mobile flagged it BUT STILL NO ONE FROM CORPORATE REACHED OUT: I'm on the phone with T-Mobile as I write this review. I had questions on my bill because my first 2 bills were $193. All of a sudden, I get a bill for $356. Thank goodness the calls are recorded! I call and Leo (Rep ID #295989) tells me I am being charged $78 extra for LOCAL calls?? I questioned it and he kept saying, yes for local calls. I was very confused so he said he'd put me on hold while he looked further into the bill. Well, I guess he forgot to put me on mute so he says - F*CK YOU (In english) YOUR HEAD IS SO F**KING HARD (He said that in Tagalog which is a Filipino language) and guess what? I'm Filipino! So I said you know you're not on mute? Dead silence. After a few minutes he says - I am so sorry - I told him I no longer want to speak with you, give me your manager. He again tried to apologize and I said I only want your manager. I got transfered to Janna, the floor supervisor, who apologized prefusely but then would follow it with - It was more of an expression and he is new and in training and was cursing out the system - I told her she cannot excuse this behavior and repeated what he said which was clearly directed to me. I told her that makes it worse! If he's new he should be on his BEST behavior and why would he feel comfortable to talk like that and think it's better if he's on mute?? She then said - Oh, he admitted he wasn't on mute and was frustrated at the system - Again, excusing his behavior. I finally thanked her for her input but now would like to speak with her manager. She then transferred me to Julie. Julie made the situation better. She clearly was taking this seriously and was able to calm me down by listening and even clear up I was not being charged for local calls, it was for in-app purchases. So Leo didn't even know what he was talking about! But my head is hard? F*ck me?? Because I questioned it because my plan ALREADY included UNLIMITED local calls and texts? I am appalled at this experience! Trust me, I know call centers can be a high stress job and I DO NOT believe the customer is always right, but in this case I was right! If I walked into any business and an employee spoke to a customer because the EMPLOYEE was stressed out, he would be fired. Leo needs to be fired immediately! I hope this does not fall on deaf ears, because it was disrespectful, inappropriate and simply unexcuseable! My phone number is: (hidden) if someone from corporate would like to reach out, it would be the professional thing to do.

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Anonymous - 2 d 12 h ago

Funny, I get a message from Julie, the manager that I spoke to, to call HER back. So, I return her call 30 minutes later, and I am still on the phone, have been transferred 3 times, put on hold every time for another manager to tell me "from the notes the rep that treated you badly has been given a warning" Whaatttttt?? Then proceeds to tell me she has to have her resourcing manager send a mass email out to find out who Julie is because they are not in the same call center and was probably instructed to call back so I can go thru this process" Whaaatttt again?! Ridiculous!! one from corporate has reached out either. He got a warning?? I can see now that T-Mobile gives 2 hells that their customer service reps can talk to their customers with such language and get away with it. I guess because I'm just 1 in a million, makes me a dime a dozen. So all I can do is take matters in my own hands to tell my story everywhere!

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Deburney - 2 d 16 h ago

I was miss informed from a representative when I transferred over my phone number for a promotion $650 to transfer my number over. They told me if I buy one of your phone's. However, I already had a new phone and didn't need a new one. But I was told the conditions for me to get the $650 promotion I had to buy a new phone from you so I did. Then I could transfer my number. So I bought a phone and transferred my phone number and tablet number. Then when I got my bill, from Sprint they tell me sorry your number doesn't qualify. So NOW I STUCK WITH A PHONE I DIDN'T WANT AND IN A CONTRACT THAT I HAVE TO PAY TO GET OUT OFF. YOUR COMPANY DECEIVED ME AND MAKING ME PAY A HEAVY PRICE FOR IT. THE REPRESENTATIVE TOLD ME I. JUST STUCK THERE IS NOTHING THEY COULD DO ABOUT IT, BUT credit ME $200

My account. However, I still have to pay OVER $700 dollars for closing both of my accounts with Sprint!!! I would gave Never closed my account if YOUR REPRESENTATIVE HAD NOT LIED!!!!!! TO ME!!!!!!! I AM TRULY DISAPPOINTED WITH TMOBIL

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Peter C - 75 d 15 h ago


BEWARE T-Mobile is running SCAMS. I bet they will get sued in a class action lawsuit soon...very soon. It's coming... Below is all my communication with them, but if you don't want to read it all here is in a nutshell: I have been with them for over 12 years with 2 lines. A business specialist named Paul Buckholts fraudulently made me add a third line to my plan with the promise that it is absolutely free. He even told me in an email to ignore the contract as it is "standard language" just sign it and he will activate the line. Well, I am being charged $45/month for that FREE line and T-Mobile won't do crap to fix their mistake. Which makes me believe the company has been doing this practice intentionally. Here is all my communication with him. I am directly copy & pasting from my emails with him: PAUL Hi Peter, I'm reaching out today to thank you for being a T-Mobile customer and to share the news that there is an absolutely incredible deal happening right now: Get one T-Mobile line of service absolutely freefor life. It seems crazy, and customers are asking why we are doing this. The answer is simple - it's always good business to thank good customers, like you, with something special. No device purchase or port-in is required. You just need 2 Voice lines to qualify for the free line. That's an amazing value, as the free line will save you at least $300/year. This offer won't last longso email or call all me today and I'll help you take full advantage. Best, Paul Buckholts T-Mobile Business Sales Manager T-Mobile@Work (423) 682-6455 Email: (hidden) MY RESPONSE: I may be interested. What is the "catch"? No text, or no data included? HIS REPLY: The text and data for the new line will be the same as the lines on your current plan. I appreciate your patience. I will contact you tomorrow (3/2/2017) and get your order placed for the free line promotion. The new line is free for as long as you have service with T-Mobile. The activation and shipping for the SIM card are free as well. You do not have to purchase any equipment to take advantage of the offer. Please feel free to email or call me if you have any additional questions or comments. ME: That sounds great. I would totally sign up for that HIM: I will place the order for you and get the SIM card sent out You will get an email from T-Mobile shortly. That will have to be accepted and signed electronically ASAP in order to take advantage of the free line promotion. Please be aware, the pricing shown in the DocuSign is standardized and will NOT reflect this promo pricing. The overnight shipping and activation are both free. The monthly bill credit for the free line may take 1-2 billing cycles before being reflected on your statement. ME: Sounds Good! Well, I got the sim card. Activated the line. There was no DATA, so I emailed him again to look into that. From that point he never replied to any of my calls and emails. Called customer service, they added the data, but did not credit me for the 3rd line. They even charged me for the sim card, although he said it's free too. 3 MONTHS LATER I AM BEING CHARGED ALMOST $45/MONTH. Called customer service. They were very rude and said sorry about that. We can cancel the line for you, but we can't make it free. Definitely moving to another carrier. I am currently preparing complaints with FCC and FTC. I am also sending this over to all Los Angeles TV stations as well. People need to know.

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CLASS ACTION SUIT I - 72 d 16 h ago




Flagged for review. 
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Lydi - 72 d 12 m ago


I want to be apart of the class action suit. I left t-mobile with a credit and because I didn't port a number that i didn't want they kept my account open used all of the credit and then began billing me monthly for 4 months. they falsified comments in their system and then sent my account to collections and when I would communicate to the collection agencies they would say that there wasn't anything they could do as they were pre-collections the last one i called a month ago told me that i would have to reach tmobile to address the bill. i reached out to them several times and didn't get to communicate as i would constantly ask to speak to a supervisor and suddenly we'd be disconnected. Now they have added this to my credit report. i have been unfairly treated. I was a prepaid tmobile customer for 5 years never had a problem. I only switched to get a new phone that wasn't available at the time so i pre-ordered for the first time and that was the first mistake with tmobile.

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Jay - 69 d 19 h ago


I actually got the same treatment.

I tried to go from ATT to T-Mobile, so I went to the Chino CA store. They took my information and credit card. I bought a phone for a gift, and they told me to come back once they called me. I waited for the phone to arrive, and for the call. I never received a call and I didn't have my phone number switched to T-Mobile. So, a month later I got a 100$ service charge. I called the customer service to see if I can waive it. They said they will post a request. I told them to post the refund request, and to unlock my phone, since it was for a gift. They told me to pay the remaining cost of the phone. I paid the remaining cost and was told it will be unlocked.

So, after being told it was unlocked, I told the person to request my refund and she said I have to wait a month. I told her to cancel my account then.

I waited a month to make the next call. In a month I got charged again for another 107.33$

Mind you that I am still with ATT, and T-Mobile never ported my number over. Plus they failed to close my account when I told them to.

So, in May I called and was told that I should have called earlier, within the month the woman told me to wait out. So I am fuming and told them I will be contacting my lawyer. They told me within this week I should have the refunds.

I also found out they didn't unlock my phone that I bought for a gift. Even when in their policy says they have to if the customer already got the phone paid off.

I called back and they kept saying in 3 business days, in 7 business days, in a week, and etc. One hung up before I even asked about the status of refund.

So, I have couple of friends who are lawyers and they told me they will be helping. Before I start a legal action I needed some research.

The latest call I made I was told that my refund request had no documents for support. I can prove that wrong in the court.

So, will there be a class action coming along? I can help jump start it, and we can start building it. Post your emails and I will get in touch

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pat - 42 d 13 h ago


First time in 7 yrs i had a bad problem with T Mobile i pay once a year pre paid mins. if i re new right before my anniversary date left over mins will roll over !! i don't use my cell much only for emergency i renewed end of March all my rollover mins came with me for another year and today in July i went to make a call my mins were gone!!! turns out they say on there customer service line i was in some dollar a day plan NOT TRUE!! i had the same plan for 7 yrs with no problem well so far after screaming yelling going ballistic my mins were returned lets see if they stay the bottom line is when i renewed in March that person stole my mins because i only used the phone briefly twice since March not even close to using all the mins i had something is wrong in this company big time

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Ticked off - 25 d 18 h ago

Count me in ticked off!

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Harold G - 47 d 14 h ago

Hate T mobile dishonest company

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Wolly jarva district manager for indianapolis. - 17 d 10 h ago


We to are going through the same thing . Short version I went in to pay me Bill and the district Manager Jason was there he ask how much I was paying for 2 lines I =eplied 112.00 a month he then offered me 4 free phones and plane would be 120.00 there were Cameron, Dillon and the manager Ruban. For the next 2 hrs I talked to all 4 about the deal waiting for my wife to get off work. Jason waited also I wrt sand went and got my wife and brought her back and for another hour we talked to Jason with the 3 others present. Ruben questioned the deal and Jason told him he would take care of deduction personal. We finally said Ok set it up and now for the last year we have not one month received the 120.00 a month it has been 247.00 a month. W/o to have talk to Customer service and only Ruban did anything for us and that was giving us a 100.00 credit every month to lower the Bill to 147.00 each month but we have to go to the store well they have moved all those employees out Ruban talk to the new District manager Willy and he said no more discounts we would have to pay 204.00 a month. Jason was fired 2 weeks after he promised this deal and now Ruban is gone and we still get a boil we are to ezpecexpected to pay we contacted Wolly and he will not respond we now have a Bill of 247.00 and still fighting for our 120.00 a month promise deal.

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Anonymous - 5 d 22 s ago

I am making a call Monday to a lawyer and get one started

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Elizabeth - 72 d 22 h ago


Count Me In. two out of my seven lines have been in operable for 8 days now and they keep giving me excuse after excuse it was a customer service Representatives negligence when she did something on her computer that caused mine and my husband's phones to completely crash the phone and the SIM cards I was told by a supervisor that we would get new SIM cards and new phones well after fighting with them for 11 hours on the phone we finally got our SIM cards but we got no phones so I have to use my phone in my house on Wi-Fi and half the time I can't do anything with it and what pisses me off the most is that I am disabled and my father is very sick with cancer and if he needs to get a hold of me he can't so like I said Count Me In anybody wants to email me you are more than welcome. (hidden)

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RENEE - 26 d 19 h ago



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Mary Jobe - 70 d ago

Is this in reference to customers being transferred to auto pay without authorization? If so yes I would be interested in being included in a class action suit please contact me.

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Bianca A - 62 d 14 h ago


This happen to me today I am really upset. They removed $650 from my account without authorization and when I called they said I enrolled In autopay. Which I never did!!!! So mad count me in

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Douglas Anthony - 30 d 33 s ago


The sad part about it is, you don't even hear from anyone about your complaints, at least I haven't, I don't even see how there still in business

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Kathryn Higgins - 69 d 19 h ago


Can't get phone unlocked to go to another carrier. Get run around with incompetent customer service. Sends me emails with another persons name. Totally unsatisfactory experience and recommend people run the other way from this expensive, incompetent, company

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