Customer ReviewsforT-Mobile USA, Inc.

I'd give them a 0 but I can't, home internet customer, it's my only option where I live, I can visibly see the tower from my house with my eyes, it's probably only a mile away... weak rsrp, I tried moving modem around, 3rd party directional antennas, nothing works. I think I'm likely getting prioritized off the network constantly but have no way to prove it other than my phone continues to work fine... customer support only wants to constantly restart the modem, which I can do myself.... I might as well have no internet because it's so slow I can't even web browse or run a speed test....

I contacted T-Mobile regarding a letter I received in the mail about "Unclaimed Property Refund/Unclaimed Property - Reunification" and wanted to confirm its legitimacy. When I spoke to the customer service representative and asked him whether it was legit he began to ask for my name, phone number, and last four digit of my SSN, I told him that I was not a T-Mobile customer and haven't been since 2009 or 2010. When I asked to speak to the supervisor he said he transferred me to a supervisor (I believe he was pretending to be the supervisor when he supposedly transferred my call). When I spoke to the supposedly supervisor he did not ask about the letter and continued to repeat what the customer representative asked earlier. I told him about the reference number, contact number, and e-mail listed on the letter and he purposely neglected that information only to continued to ask the same thing over even though I was no longer T-Mobile customer. When I repeated myself on why I was calling, he told me that the e-mail was legit, and I had to correct him that it was a letter and not an e-mail. He continue to say it was legit without even confirming any information regarding the letter, then when I spoke up about it he hanged up. I called T-Mobile **************** again and got a different representative. This representative repeated the same actions as the first representative and disregarded the fact I was just calling in about a letter. The representative started to raise her voice at me and I told her to not yell at me only for her to say she isn't yelling and that is her normal voice. When I provided her the same contact information from the letter that I did to the "supervisor" she tells me that she could transfer my call to them which once again defeats the purpose of why I called. Later she tells me that it is not a legit letter since she has been working with T-Mobile for years. Did not get any legitimate confirmation whether the letter is a scam or legit.

I was on an autopay plan for a bill. When I cancelled the plan the day of the auto pay, they cancelled me paying my last bill and did not provide additional information on the fact I owed my last bill.They then charged me a monthly late fee essentially having doubled my bill before I found out via collections on my credit report. This is very much not an okay thing to do.

Service was horrible on my internet I was told it was pre pay, gave them payment info then they never charged me They later cut off service for non payment although I had agreed to pre pay over the phone when I set up my account They then tried to charge me for multiple months and late fees however there was no way to pay and I let them know that, customer login and guest pay didnt work, no one answers when I call and they dont take payment over chat.What a scam to make extra money because they dont allow you to pay

Waiting for an hour or more every time you call is insane!!!!

After over 10 years with ******** I thought I would try T-Mobile. They advertised some good deals. The first call lasted OVER 3 hours with ******. By that time it was 10:30 PM & at age 72, I was EXHAUSTED. I ordered an iPhone 15 Pro *** with 1 TB & was both excited & exhausted! When I got the phone I decided to take it directly to T-Mobile (I have set many up myself but chose not to). The rep transferred from my iPhone 11 & while there I found a new flip phone for my husband. This was 7 PM (they close at 8). While setting up the phones, she switched the phone numbers & put my number on my husband's flip *********** new number on my iPhone! I got home just before the store closed & didn't realize the mistake until my husband was getting my ********** iPhone didn't work AT ALL!! I called her right away & she promised to call me back (& didn't). By then I had enough. I called ******* & tried to get right back on my old account, but they said it was too late & I had to set up a new account. The whole experience with T-Mobile was a NIGHTMARE! To add insult to injury, they charged restocking fee for both phones, over $100 when the mistake was ALL theirs! I then got billed for my first month of service that showed NO ACTIVITY at all on either phone! I called & told them about THEIR MISTAKE, but I still had to cancel that debit card & get another. I told them about the restocking ********** promised to credit it, which they never did. I was impulsive to think that T-Mobile could have a better deal than what I had with ******** but I would have stuck with them had they gotten the transition done correctly. Consequently, my husband and I were without cell phone service for 5 days because of the s**** up. ******* said they had trouble porting the number back. My husband is 86 & not a time to be without phone service. This all happened because of T-Mobile's incompetence. Never got restocking fee back & believe me I didn't want to give up 1 TB & be reduced to 512K! Live & learn!

T-Mobile recently imposed a $5 per phone charge to customers with "older" plans. This was primarily to force you to change to a more expensive "new" plan. Targeted was my senior plan! Why would T-Mobile choose to target loyal, seniors. I have been with T-Mobile for 23+ years. They have no respect and have turned into a money hungry group just jumping on the inflation band wagon. I am looking around to learn my options with T-Mobile and other providers. Bottom line is T-Mobile does not respect older, loyal customers (23*years and a 76 yo). Sad business move: they would rather give a new customer a $1,000+ free phone that that customer will be gone in a few years. Loyal customers may get their junk REVVL phone that is a failure. Shame on T-Mobile.

Absolutely terrible service; I will be obtaining another carrier. They need to be out of business. ABSOLUTELY HORRIBLE!! I would never refer anyone to T-Mobile!!!

terrible. Wasn't using t-mobile services on a 95$ plan and still was charged without even a warning or something for 2 months straight. After my debt reached 250$ they mailed me a bill and asked for payment. I said ok, even though the representative told me that the first month must be free, it wasn't. Apparently, I just had to pay for it month after I was using it. So, I paid my 250% debt and THEN they are telling me that I have to pay another 95$ because I cancelled my plan mid-month, so I will have to pay for it as well. It's freaking hilarious how they can just take money from you, scammers.

Dear Better Business Bureau,I am writing to file a formal complaint against T-Mobile USA, Inc. Regarding deceptive trade practices in violation of the New Jersy Consumer Protection Law.The details of my complaint are as follows: I contacted T-Mobile to inquire about and subscribe to a promotional offer that was advertised by the company. During my interactions with T-Mobile's several customer service representetives,I was assured multiple times that I qualified for and would receive this promotional offer (To get 4 cell phone ******* Galaxy S23 FE for free and the bill for the service for 4 line will be $100 if I transfer form Metro PCS to T- Mobile and they charge me $558.96 on July,5/24 as a credit, and they will returned back to me acredit every month by reducing the bill from $100 to be $83.36 for 24 months ,after this period my bill will be $100 ).However, after I received the 4 cell phones and activated them on July ,9/24 changed the Bill went up to $172.85 every month, and then they said the phones were not free, and what I paid it's a down payment not a a credit .I contacted to the customer service ********************** many times but they didn't solve the the problem, I had received Confirmation Email from them about this promised promotion, that proves the agreement. They didn't respect this agreement .Despite acknowledging the promises made to me by their representatives, T-Mobile ultimately denied my request for the promotion. I requested from the supervisor reviewed the recorded calls they said even if you are right we can not offering you this promised promotion.This situation clearly constitutes deceptive trade practices under the New Jersy Consumer Protection Law, which prohibits any claim or action that has the potential to deceive consumers. As such, I am seeking the assistance of the Better Business Bureau to facilitate a resolution. I appreciate your attention to this matter and request that T-Mobile be held accountable for its deceptive trade practices.