They screwed up our account and cost us over $700 because of duplicate service and changing the plan

On July 25th I went to T-Mobile on Port Washington Road in Glendale to buy a new phone and sign up for their service. Why? Because there were offering $200 for my Phone 6S plus as well as a monthly fee of $55.00 for service. I signed the contract on their iPads, bought a new iPhone 13 pro max, paid $200 towards the new phone to bring the monthly payment down and went home. It was midnight and the new phone still did not have my number ported over, so I called, and was put on hold for more than a half hour. All calls are handled by people in another country which made it even more stressful. I printed out the contract I signed and it was totally different from what the sales person and I had agreed upon. First it had a number assigned to the phone, not my cell number. It had a second phone number I knew nothing about and an agreement for home internet service. I had no knowledge of those last two things. There was nothing about receiving $200 for my iPhone, in fact it said the trade in was valued at $10.00. The $200 I gave as a deposit was listed as a credit on the monthly account. The next morning I went back and canceled the service and returned the phone. They told me that "no one ever reads those contracts", and that the $200 iPhone 6S is not in the contract, but "understood" as one of the terms. I asked for my Phone 6S back and they said that they no longer had it, even through it was given to them 12 hours earlier. On August 17th, a charge appeared on my Visa for $135.00 auto billing from T-Mobile. I disputed the charge saying that that was canceled and the phone returned. Visa was successful resolving the dispute in my favor and the money credited back. I actually talked to T-Mobile as well about this on August 17th and was told that the account was still active which worried me as it was tied into my name and my credit. The supervisor said she would close the account and my name removed from the account along with all my credit information, On August 26th I received a T-Mobile billing statement for that same $135.00. I went to the T-Mobile store on Port Road where I had purchase the phone thinking they would take care of it, but NO, They did tell me that the account was closed and that the phone had three minutes of usage which was probably made by me to check if my number had been ported over. They said I need to go through their customer service again. Again, to speak to someone that barely speaks English. I did make that call and was told it would be taken care of. TODAY I RECEIVED A LETTER FROM A COLLECTION AGENCY REQUESTING PAYMENT FOR A T-MOBILE CHARGE. I have no intention of making any more calls to anywhere about this. I might go back to the store once again and demand help with this nonsense, SO.....STAY AWAY FROM T-MOBILE OR AT LEAST KEEP THIS SCENARIO IN MIND. read more

we changed to T mobile and contracted phones. The service was initially spotty, and the salesperson said that the service would hook up to our Wi-Fi and the phones would work. well....it has been 5 months and the phones don't work with our Wi-Fi and away from home we get" emergency use only and phones break up or lose connection no matter where we are. we have bought 200-dollar phones and technical support has tried to fix this problem more than a few times. We are told we need to pay for the 2 phones---$400 before they will release us from t mobile. If t mobile is as good as they say, then why don't they stand behind their service. It is sad when we pay for the service and cannot receive reception, calls from our elderly mother or make calls. DO NOT TRUST T MOBILE... They get you to change, and there is no service or backing their service. read more

stay away the mangers commit fraud and will add other peoples phone lines to your account. when you call to complain they become rude and act like its not their problem. john and marcus will screw you over and not care. stay away unless you want your account to be messed up. read more

I have been paying $18 per month to T-Mobile for "Protection 360" mobile device protection plan. Device had hardware failure (touchscreen quit working). I called them multiple times, after hours spent on phone with them they refused to provide service I was paying for. According to agreement wit T-Mobile, Hardware service was covered with $0 deductible and $5 fee for device exchange through T-Mobile. They refused to provide service I was paying for. read more