To be clear, this is not a review of the company as a whole. This review is specific to Jocelyne at corporate headquarters. After some difficulties I encountered at one of the stores and with general customer service with billing, she smoothed out all my issues and treated me with respect, courtesy and patience. Furthermore, she went above and beyond what I expected, making me feel valued. As you can see from other reviews, it's the employee who can make or break a customer's opinion of a company. If more were like Jocelyne, T-Mobile would have a lot more positive reviews. (I am not giving her last name out of respect for her privacy.) read more

I am extremely disappointed with my experience with T-Mobile. My account has been scheduled for cancellation WITHOUT my authorization while an active dispute is still under review. This situation remains unresolved despite multiple attempts to address it directly. The core issue has not been resolved: * My device is not functionally unlocked * It cannot be used with other carriers * eSIM activation fails * The device manufacturer has confirmed that no unlock request was ever submitted at the system level Despite this, T-Mobile has stated that the obligation has been fulfilled. In addition, a Port-Out PIN was generated on my account without my consent, and I was instructed to transfer my numbers. This matter is currently under review with multiple agencies, including the FCC, Texas Attorney General, Washington State Attorney General, New Mexico Department of Justice, and the Better Business Bureau. Proceeding with account cancellation under these conditions raises serious concerns regarding consumer protection and business practices. I am requesting: * Proper device unlock at the system level * No account cancellation while the dispute is active This issue remains unresolved as of today. For resolution, T-Mobile may contact me at: tonynguyen2113@icloud.com read more

Do not waste your time and business with TMOBILE Business. Worst experience. No one does their job even after countless calls and talking to many representatives of what needs to be done. They just want your money and will not listen to you. read more

Having been a CSM, the systemic breakdowns have extended to the corporate office, illustrating that my experience was not a bug but rather a feature in the manner in which T-Mobile customers are treated. Having purchased an I Phone CLassic and a Samsung Tablet, my experience was uneventful until last spring, when my windows kept collapsing and it making it virtually unusable. After several weeks of this, I took it to the Broad Street store in Bloomfield, NJ, where the manager had told me that this was slow and offered to give me an upgrade at the same $20 monthly rate. It took me several weeks to decide but when I went back, T-Mobile had closed the store. I then went to the Montclai, NJ store and made them aware of the Broad Street store offer. Needless to say, the offer that had been extended to me was no longer on the table. Though I didn't remember the date at the time, on August 14, 2025, I switched my cell phone an Internet service to COMCAST. Between September 10-15, I visited the Montclair store and told them that I was charged $25 for September. I was asked if my switching of plans was after the billing cycle and was assured that T-Mobile would reverse any charges that may be forthcoming. As it turned out, I shouldn't have been billed for September and my August bill should have been prorated. After going back to T-Mobile on February 2, I was told that they couldn't help me and gave me a number to call. Since the automatic charges of $25/month was something that I had no problems handling, this was more a matter of principle than of great financial loss. I have continued to be billed and yesterday I called the corporate office in Bellevue, WA for I had no interest in a CSR stating their company policy. Rather, I gave T-Mobile until 4:00 PM to refund all monies charged me going back to August 14TH or I will file complaints to all LEGAL & REGULATORY agencies. At a little after 2:00, I sent correspondence to their CEO when it looked like that they wouldn't meet my deadline and expect a packet of complaints. When one is dealing with a company as UNETHICAL and FRAUDULENT as T-Mobile, one needs to hit their PAIN POINTS. Customers often say, "I'm going to the BBB", which does nothing to alter their behavior, if they are not intrinsically motivated to do so. Rather, I tell them that I am going to embark on a course of actions, whose strategies and tactics will make your position unsustainable. in other words, if you let them know that the cost to sustain their po is greater than the amount in question. By filing complaints with the CONSUMER PROTECTION division of the ATTORNEY GENERAL'S office, their attorneys are compelled to respond. My record was sending a CERTIFIED packet of 12 complaints to the then CEO of the DIME. Within minutes, they had reversed their intractable position. My most recent experience was with a medical device company, where I had a CPAP machine on a lease to own basis. After seven months, I returned it being unable to handle it. I had a ZERO balance. Several months later, I see a statement for $95, which the contract did not justify. I told them that 1) I have no intention of paying this 2) if it is on my statement next, month, I will file complaints with the NJ & PA Attorneys General office and 3) you better not send my account to a collections agency. When the charge appeared on my statement the following month, I demanded that it be removed. When they refused, I filed a complaint with the NJ Attorney Generals office. i then called them to tell them what I had done and once again demanded that the unwarranted charge be reversed. When they refuse, I filed a complaint with the PA AG. Once again, Zi called them and said that I am having fun doing this and gave them 10 minutes to email me the credit or I will file a complaint with the FTC. At this point, I was told, "Let me get my boss", who emailed me the credit in the 10 minutes that they were told. In the meanwhile, their attorneys had to respond to two complaint. As it turned out, they gave me a credit and apologize, which I rejected for their only regret was having someone outsmart them. Robert Sinatra read more

Horrable Customer Service when leaving T-Mobil. I started the transition away from T-Mobil in the middle of my billing cycle, thus do not owe them any money. I have a Cell Modem for internet. I also had a 55+ plane that was converted to magenta business plan... I did not want a business plan and can't afford it. I called 2 weeks in advance to discontinue the Cell Modem service. The rep offered me a reduced rate of $15 a month. I accepted it. He saved a customer. Then the new bill started becoming due. Billing plan is PrePay for service. There was no reduction in the bill. Chatted with customer service twice. The verify you by asking you some account information and PIN. The last customer service representative wasted 55 minutes jerking me around trying to find out if $15 offer was going to Honored or How do I return the Cell Modem. thoroughly pissed off ended the chat stating was going to contact corporate office with this complaint. Rep deleted the chat and then changed my PIN locking me out of my account preventing me from Porting my number away from T-Mobil. Vindictive Retaliation! I now have to sue T-Mobil $1500 in small claims court. read more

See all

*ABSOLUTELY PATHETIC* I've had service through metro by T-Mobile and that customer service and wireless service sucked, so did their affordable phone! I applied for service through assurance wireless and not only do their phones suck, their connectivity is a belly laugh too!! It absolutely will not connect to Wi-Fi or hotspots! Assurance sent a Blu studio mini 2023...even the reviews for this phone say DON'T BUY IT!!! I get it, poor or struggling, responsible people don't deserve quality cellular service, right?! Assurance, metro and T-Mobile deserve the downfall they're about to experience! Crappy carriers promoting crappy phones with crappy connectivity!! ON TO VISIBLE WIRELESS!!! It may be $45 a month but they're backed by Verizon wireless, their hotspot is unlimited and they DO NOT purposely promote or give out crappy phones! I called assurance about the Blu Studio Mini and the rep was so complacent she didn't bother to retain a customer, she just provided the option to BUY a better more expensive phone...if I had money to buy a good phone I wouldn't be applying to 2nd rate carriers like assurance, metro or tmobile! Fortunately I was Blessed with assistance to acquire cellular service through Visible wireless! Seriously! What good is a poverty phone if it cannot assist you with rising above striving to thriving?! I got 2 words for all 3 of you entities: DO BETTER! read more

When inquiring international service make sure to ask lots of questions, I spent so much time on the phone and chatting with so many associates over the tmobile. They all keep telling me don't worry everything is okay. Got to the US got a bill for almost $200, since that is their expertise they patronize you, Can't expect much from employees since corporate people treat you about the same or worse. I wouldn't recommend the tmobile or any service offered by them read more

Dear T-Mobile, I'm Writing you to express my vast and endless disappointment in the way I was treated by your customer service personnel over the 1.3 years I tried to use the internet using your service. I ordered your service and receiver the router device in March of 2024. It was sent to my house in Armada Michigan. My plan was always to us it at my lake house in Deckerville in the thumb area of Michigan near and around popular summer vacation spots. All began somewhat ok as the hook up eventually worked, and the internet began to function. Initial speeds were in the 20-30 Mbps range and the few items I have in my lake house were able to function using the minimal speeds and band width provided. But given it was $30/month we pushed ahead hopping the improvements alluded to by the sales rep would come soon. In April we encountered slow speeds with the internet access for the first time. A call to customer service revealed we had exceeded the 100 Gigabytes of high-speed data allotted per month (roughly 6 movies and 4 baseball games). I was shocked to learn that the salesperson who told me that high speed data was unlimited neglected to tell me there were 2 levels of data one higher speed that allowed for streaming and one lower speed that did not. This was a surprise to me as the service was advertised publicly as "unlimited high-speed internet" and I felt mislead. The rep on the phone explained that the internet access was unlimited, but the higher speed only include 100 gig per month. But good news, I could pay for true unlimited for an added fee. "Let's do that" I said (feeling bait-and-switched but having no real choice). Oh sorry he said that feature is not available in your area, but I can "give" you 30 extra gig a month for no charge, disappointed I agreed. And we began May of 2024 with the gift of 30 extra gig (130 total) oh boy we are so lucky. We watched our data carefully and still had 50 gig at the end of the month. But something odd happened again no internet and speeds as low as 1.5 Mbps sometimes 0.5 Mbps. What was going on I asked your Customer Service Representative (rep). First, we had to go through the same steps any IT rep requires (shut the system down wait a few minutes and restart wait 10 minutes for it to reboot and then call back). This happens every time you call customer Service it's vastly annoying and always useless. We have a tower down he said. Could be a few days till it's fixed, we have a crew assigned. Can you credit me for the days of no service I asked. Yes, was the response, 2 days credit amounted to $2.00 and came of my next bill. The next weekend in June same issue. Now the rep told me there was a reception issue with the tower equipment but not to worry it would only be down a few days to a week, she assured me a crew had been given a work order to get the problem corrected. Was the tower that had been down last week fixed I asked (thinking wow that's a big coincidence to have 2 towers so close to me both have issues in the same week let alone same month). There was no record of a tower being down or a repair crew being dispatched in my area she said. That was odd I said but moved on. Next weekend same issue. The rep ask for my address and told me my router was hooked to a tower in Armada Mi and not Deckerville where my router actually was. This could be why my service was so slow she said. Now I had told my address of planned use (Deckerville) to the rep when I ordered/paid for the router, but the procedure is to hook the router to the address where the router is sent, no exceptions. And since I had the router mailed to my residence in Armada that's where the router was linked to. She said she could switch the primary tower to which I was hooked to the one closest to me. I asked if that one was the one with the reception issue I had been told of last week? There is no record of a reception issue she told me, and she would switch me to the closer tower. I would need to do a hard reset though. Again I thought this was odd that she had no record of the tower problems being put on a service call. The hard reset is painful as all devices using the router then need to be reconnected with the router name and password again. I then asked if I could have a credit for the time I had no service as this was not my fault. No was the answer "we can't keep giving credits for every outage". I asked to speak with a manager, after much complaining and recounting and that I was sure I was being only placated (maybe even deceived) the "supervisor" told me I should consider finding a new company to do business with there was nothing further he would do. The next week we still had no internet and so I called again. I asked if my service had been redirected to the tower closer to me, the one on Loree Road in Sanilac County. She said she had no record of a work order being put in for such a redirect and could see I that the location my service was st read more

T-Mobile defaulted on their price for life guarantee. So, I left. Then their customer service got extra horrible for an ex-customer. After cancelling my service, T-Mobile sent me a letter requesting that I return a 4G LTE Hotspot they had provided to me years ago. I contacted T-Mobile to let them know that the equipment had stopped functioning years ago, that I had called T-Mobile for a replacement, and that the T-Mobile representative told me the program was no longer available nor was there any replacement equipment available, and that I could dispose of the equipment which I then dropped off at an electronics recycling center. I have had a couple of calls with T-Mobile's customer service who said they would investigate including one today. Today I received a letter from T-Mobile threatening to send me to collections if I did not pay for the non-functioning equipment they told me I could dispose of. T-Mobile is no longer the "un-carrier". Their customer service has tanked since John Legere left as CEO in 2020 and was replaced with a former Microsoft executive. read more

Mid September I signed up for a new account with t-mobile. I signed a contract for $175 a month for 4 phones and 1 ipad. The rate was $55/phone and $10/ipad, and one phone line was free, so the total was going to be $175. Because we had some older devices we had to wait for some sim cards and I was scheduled to cut over on September 25 at 5:00. The support tech was supposed to call me, when I hadn't received a call by 6:00, I called support. There was nothing in the system regarding my install, so I started over with the new tech. Again, back to $175/month. ...Knowing what I know now here is what happened...I was put on the 55+ plan which was $55/line/month. The free line wasn't applicable with this rate. But under the non-55+ plan, it would have been $185 for 4 lines plus $10 for the ipad. This info was NOT known at that time and didn't come to light until December... Mid October I received a bill for a partial month and the upcoming full month. The monthly rate was $230, $55/line x4 + $10. I called support. They looked into it, said I was supposed to get a free line, sometimes it takes a couple of months, Next month should be correct with a credit for the overcharge. I accepted their explanation. Mid November I received another monthly bill for $230 again. I called support. The tech looked into it. I was told again, it sometimes takes a couple of months for a promotion to take effect. She assured me it would be correct next month. I told her I didn't believe her. She said, "I will make a note in the comments of this call," to which I responded, "I do database work, making a note in the comment isn't going to fix the rate." I received a survey about the mid November support call, put all of the above info in and heard nothing back. Mid December I received another monthly bill for $230. I went to a store this time. They got someone of the phone who supposedly fixed the rate but they couldn't changed the current bill, it would take effect on the January bill. Feeling like this was actually solved, I left. Mid January I received a monthly bill for $230. I went into my account to print everything out to go back to the store when I see under current charges it says $180 for phones and $10 for the ipad. I thought maybe it would be right next month. I left my laptop and came back later and when that screen refreshed it was back to the $230/month charge. I have printouts to prove this. I went to the store, and they called a tech who tried to help but gave up because she said the promotion was no longer active and she can't change it and "neither can leadership." After an hour on the phone and various attempts to fix it she tried to put me on a plan with less service in order to change my monthly bill. I told her that I signed a contract for $175/month and that is what they owe to me, but I'm willing to compromise to $195 because that is what it should have been. She got snarky at one point and said, "Why hasn't this been resolved before now?" I told her I've tried. I've told various people various times, listen to my calls, look at the call tickets it will proved what I'm saying. At this point I've been overcharge $208, $43 for a partial month $55 for 3 months. And honestly, I don't believe it's over, I expect to have to contact someone again in a month. Someone needs to listen to these calls and look at the call tickets. And t-mobile needs to quit using, "It will take a couple of months to show up on the bill," as an excuse as to why something isn't correct. read more

In Dec. 2023 I called to cancel my last phone with T-Mobile. I had been a customer for 16 plus years. Come to find out in March 2024 when I received a bill for $160.85 that the phone service wasn't cancelled, just my automatic payment. I called and spoke with a rep for a very long time, and was promised if I paid $25 they would credit the rest and I would be done. Today, April 29, 2024 I received another bill from T-Mobile. I once again called and was told that I would have to wait 7 days for them to look into the issue. Again promised calls back. No resolution!! read more

T-mobile customer service SUCKS. A year ago my significant other joined my plan, he signed a contract for a new phone. The guy was unable to run his credit at the time due to it being frozen so we were told to unlock it and call their 800 customer service number to have his credit run and become the primary person on the account. We came home, did what we were asked to do and then we were told that our monthly cost would be much higher because we would lose any promotional discounts we just got. That is bullseye because that is not what we were told and not in the contract we signed. I feel it was a switch and bait bullshit. I have been dealing with this for a year and then they jumped my bill an extra $50 a month. When I call and went into their local store in Auburn WA, I was told we should get a $50 credit and I just needed to call the 800 number to get it. Which I did and they told me that the CSR at the store needed to put a note in my account and they will give me my credit. I went back and spoke with Hailey again at the same store who said she added a note in my account. When I called back after I got billed again, they said Hailey never put a note in my account and they didn't owe me anything. I was pissed After a few choice words, they are willing to give me $75 instead of the $100 they owe me AND I have to wait a month?? WTF T-mobile??? YOU SUCK!!! read more

Tmobile practices BAD business. Prepaid account customers do not have many options when it comes to taking care of service issues/ questions online. Therefore you are forced to call a live operator from God knows what country who are more concerned with 'niceties' throughout the conversation instead of quickly taking care of the matter at hand. I always prepaid at least 3 months in advance if not more for service that NEVER allowed me to access the hotspot even though I was paying for it!!! I recently switched carrier's before my contract ended with tmobile, with a full month's balance and change left over. ($70.94) As soon as the new carrier ported my number to their service, I immediately received an email from tmobile stating my service had been cancelled. (Fine w/ that, saved me a step) However, no email was sent reflecting my $70.94 balance or when / if it would be returned! That was on a Friday. Tried chatting with someone on Saturday by phone (due to them cancelling my service on Friday, I can no longer log into the tmobile account online!) which only frustrated me even more. When you are telling the rep. on the other end of the phone that the link being sent to you for verification CANNOT be accessed each time it was tried because the account was CANCELLED and they are insisting that it can! Called again on Sunday just to be told by a rep. (Mary) that once a tmobile service has been ported out with money ($70.94) left on the account, IT WILL NOT BE REFUNDED! This is underhanded & outright BAD business! I am no longer with your company! Return my money! read more

T-Mobile threatening to cancel phone line because they can't afford to pay the roaming fees to other carriers... Received this text message from T-Mobile: "We hope you are enjoying your plan benefits! Your usage on line (phone number) has been roaming off our network, which violates our terms and conditions. If this line continues to roam extensively over the next month your line will be cancelled." This is the first message I've received about this. When I spoke to t-mobile about this text, they claim I was notified 90 days ago about this. This is not true! I checked all email and text message communications from them and found no notifications regarding this issue. The phone number has been on my account for at least ten years and there's never been a roaming issue before. Sprint has been transitioning to t-mobile for the last couple of years. What I find interesting is that I was fully transitioned to t-mobile billing July 8, 2023 and now they have an issue. Their reason is that the roaming charges they incur when he accesses a tower through roaming is too expensive for them to pay so that's why they're going to cancel his phone line. They suggested he use his phone on WiFi. He doesn't have access to cable installation where he lives. He lives in a rural area in the low country of South Carolina. I explained that he needs to have a phone. Their solution is for him to find another carrier or get a prepaid phone plan, and they offered to help him find another carrier. read more

Awful technical service. Awful customer service. Incompetent, rude, and lacking in their ability. We left and went to another carrier - now, we feel so much better off. Way less problems than T-Mobile repeatably gave us. read more

I just received my recent cell phone bill from T-mobile. It increased over 34%. Yes, I just recently purchased an iPhone 12 Pro. BUT, before making the leap, I called T-mobile as asked, at two different times, if by switching over to a new phone and having 5G, "will that increase my bill?" Both said "no." They LIE. Of course, their bosses tell them to lie in hopes they will keep those customers. I paid full price and when that kicks in, I'll be going back to my local T-mobile store (where I also asked if I'll get an increase in my bill, and was told "no you won't." I'll be having my phone unlocked so I can go to another carrier in hopes they don't lie as T-mobile did. So, anyone who reads this as a review to see if they should switch from their current carrier to T-mobile, use this as an example of how T-mobile will treat you in order to fleece you out of your money. read more

I have Assurance Wireless and T-Mobile merged with Sprint to take over Assurance Wireless. Assurance has dropped calls all day long. When someone texts me I receive it in about 30 minutes. So, I call customer service,(the I don't care division) and they leave me on hold for 20 minutes. Then hang up the phone. You call back and get the same wait. i ask for a supervisor and she is Nasty. I ask for her boss, and she doesn't have one. So, i still have dropped call through Sprint/ T-Mobile and no one will help. At least Verizon has coverage, if you're looking for service. read more