On January 06, 2026 I visited the T-Mobile store located at 2707 Dawson Road in Albany Georgia. I'm a 78 year old retired white female that has had an existing customer account with T-Mobile for 9 year. I was approached by a T-Mobile employee Mo and explained that I had an existing account and that I was looking for a new plan with a new IPhone 17 since my personal phone was an IPhone 11 which I placed on the counter in front of the employee. As soon as I told her that I had an existing account her demeanor and her tone of voice totally changed towards me. She told me that I needed to dial 611 and they would take care of my request. I asked if she was refusing to help me and she walked away and went into a room at the back of the store. Several minutes later she came back and she told me that she had spoken with her store manager who agreed with her answer to my request. Again I asked if she was refusing to help me ? Glaring at me, she picked up my phone and proceeded to add T-Mobile Life App without asking for my permission to add this app!!! I asked what she was doing to my phone and she told me that when I got home to dial 611 and they could answer my questions and they could help me. She set my phone down on the counter and walked away. I don't understand rudeness, disrespect and disregard to a customer walking into a T-Mobile corporate store, simply asking for assistance for and an upgrade. I believe that when you walk into a store that the employees and the managers are there to answer questions and be helpful to new or existing customers in any way that they can. Did she not want to help me because I was an existing customer account and she would not make a bigger commission. Please explain why I should have to go home and call 611 when I'm standing in a T-Mobile store. I have recieved helped in other T-Mobile stores in Florida and Ohio and never had this problem in the past. read more

Customer Service Representative Mr. Christopher Cole is always extremely helpful at any time that I've entered the Dawson Road location, here in Albany, GA. He is always very professional in his demeanor and takes his time to address any questions or concerns that I may have, now or in the future!!!! He even was nice enough to give me his personal "Business card," and told me to feel free to call anytime that the store is open with my concerns; He is to be "Truly Commended," because he has been a wonderful Blessing to me, my family and many others. We sincerely Pray that God will continue to bless him, his family and the entire T-Mobile staff at the Dawson Road location here in Albany, GA. "God bless all of you, especially Mr. Christopher Cole !!! Thanks a million," Mr. & Mrs. Tommy C. Sutton, Leesburg, GA. read more