Two of us had questions and needed answers. We waited patiently for our turn after Charlie took our names and got a brief update as to why we were there. We didn't have to wait very long, although there were several people in the store. Charlie answered our questions and resolved a couple of issues for us. He was professionally friendly and very knowledgeable. It is a good thing he likes the challenge of solving problems. Not every issue can be solved in a couple of clicks of the keys. We were out of there in two hours (including our wait in line time). Thank you, Charlie! Your excellent customer service was greatly appreciated. This is one of the major reasons I remain a T-Mobile customer. read more

I was ready to make the change to T-Mobile, two phones, two wifi. I walked into the store on a weekday morning. Two employees with customers, other customers waiting. I stood by for over 25 minutes without any recognition from the employees. The customers smiled but not the employees. I walked out after 25 minutes. Next! read more

I had the port in from ATT that was from hell. John had the luck of the draw to be my rep. I knew there was a problem. ATT updated their site, and I had multiple accounts, and I could no longer access their website to turn off port/account lock. Well it took 4 hours but we got it done, 2 TMO supervisors and 2 ATT supervisors, John and myself to get it done. John stayed an hour past his shift to see it through. I brought my own Pixel 9, unlocked/unbranded. Once the port went through I was out the door. John saw it through. I can't say enough about TMO and John. I went from 1 bar to 3, and the quality of the calls is much greater! Thank you TMO and John, I have no love for ATT and their new site. Never was able to access it, even ATT reps couldn't. But the porting departments worked together to make it happen! read more

Follow up to 10/17/21 review. T-Mobile has chosen to bill me for a phone I do not have, a number I do not have. My most recent call to 1-888-310-8471 speaking with Nicole at 9:50 am ended with there will be no charges. Now Feb 7 th I have been turned over to a COLLECTION AGENCY. I am 16 minutes on hold for a supervisor to hopefully end this nightmare! at 21 minutes I was disconnected. I went to the T-Mobile store where this all originated and explained the issue to Taylor. I was told the store manager was busy. Taylor then went into his office. After about 5 minutes a young man comes out and asks how he can help. No introduction, he would only give me his first name Eric saying he was the assistant manager. He asked how he could help and acknowledged that Taylor had explained some of the problem. I advised I expected that the charges would be cancelled and removed from collection. From there all went downhill. Erics response: " it is the customers responsibility to cancel the service and I never did that", it was all your( {customers) fault the number couldn't be ported as I did not know the PIN, it was all your fault (customers) you didn't answer the T-Mobile calls and voicemails they left to confirm cancellation. When asked if he was going to cancel these charges his reponse was NO! He expects I should pay for services I never had, phone I never had and I can deal with the collection agency. He refused to give me his business card, refused to give me a list of dates and times the calls were made to me to cancel the service ( I am not going to waste my time he says), refused to acknowledge that I was told very specifically when I said I did not want the phone if porting was not possible and that service was cancelled and there was nothing further I needed to do by Jasmine. read more