Reviews

This profile includes reviews for T-Mobile USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  T-Mobile USA, Inc.

  12920 SE 38th St Bellevue, WA 98006-1350

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  T-Mobile USA, Inc.

  31 Inverness Center Pkwy Ste 600 Birmingham, AL 35242-4828

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  T-Mobile Usa Inc

  1580 Montgomery Hwy Birmingham, AL 35216-4586

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  T-Mobile

  4640 Avenue W Birmingham, AL 35208-4710

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  T-Mobile USA, Inc.

  320 Avalon Ave Ste 4 Muscle Shoals, AL 35661-2877

Review Details

• Review fromBill I

  Date: 05/23/2025

  1 star
  I lost my iPhone while traveling overseas on 4/12 and immediately called T-Mobile to disable it. I was unable to get a police report at the time due to travel constraints but needed documentation from T-Mobile to support my insurance claim.When I returned, I called on 5/13 and requested an email confirming I had reported the phone as lost. After significant back and forth, a representative promised I would receive the email by 5/20. When I followed up today (5/23), I was again told I'd get the email by the end of the business day.But at around 5 PM, a supervisor finally called and said they couldn't provide anything due to "security reasons."If T-Mobile can't provide a simple confirmation or support documentation, that's one thing but stringing me along for over a week with false promises is unacceptable. I lost valuable time and now risk a denied insurance claim because T-Mobile gave me misleading assurances.I expected better support and accountability from a major carrier.

• Review fromIsabella H

  Date: 05/22/2025

  1 star
  T-mobile offered me a promotion for 2 free iphone 16s with trade in of my 2 iPhone 12s in good condition. I agreed with this and signed a contract. Then, someone from customer service in ***** documented that I declined to trade in the phones and wanted to pay full price with no promotion. I DID NOT agree to this they messed up. They cannot produce the contract that I signed and are not honoring the contract that I signed. They told me because I was switching from prepaid to post paid plan that because I paid for one month prepaid already so that I wouldnt lose my money because they couldnt refund it, that I need to wait 4 weeks from receiving my phone and then switch plans. So they told me to keep using my iPhone 12 & trade it in later so that I could have phone service until the end of my prepaid billing cycle and then switch over. I called 4 weeks later like they told me and they said there was no promotion on my account and since 4 weeks passed it is too late to change ************ need to pay $1,600 for the phones. I cannot get a refund for the phones if I returned them because I had them for a month which is what they told me to do. If I traded in my old phones right away, I would have no phone service so they are contradicting themselves. The customer service **** which I called many times in a week and talked to them for HOURS could not explain what happened and there was a new problem every time I called. They also signed me up for a $140 per month plan WITHOUT MY CONSENT & without signing an agreement for this. And course they dont have what I agreed to documented bc they cant produce the contract I signed. I was on customer service for about 1 hour trying to get the contract I signed only for them to tell me they dont give out contracts that are personalized.They can write whatever they want and say that I lied or that I forgot what I agreed to. These practices are predatory and of course end up costing me a huge amount of money that I dont have.

• Review fromMONIQUE B

  Date: 05/22/2025

  1 star
  Have been lied to and cheated. The **** tell you things are free if u keep the service. Never tell you you have 30 days to return a product. I have been with TMobile for over 5 yrs and never had any issues until the pass 2yrs. I alway tell people to use t mobile when they have issues with other companies. Not any more. I feel I have been cheated and lied to. They tell you every thing is free. All the while they are charging you. This is very unfair. They dont even explain the warranty nothing. They send u a long email they know most dont read it due to them thinking the *** is being truthful. ******* you to sign and return to complete the sale. I even asked when he told me the I phone was free . I asked about the payment he said no dont worry you dont have to pay poor the phone. Just keep service for 2 yrs. All the while they charging you for the device and the service. I am deeply hurt by what I have experience with T Mobile. I really thought yall was the best. Guess I was wrong

• Review fromPaul M

  Date: 05/22/2025

  1 star
  I have never experienced a customer service that has lied to me twice not removing lines and over charging my account for three consecutive months Ill be paying what I owe and closing this account ASAP if I could give zero stars I would. I should have chrc

• Review fromAlfreda B

  Date: 05/21/2025

  1 star
  T-Mobile need to be stop from trying to lock people into these high-priced plans. I was thinking about transferring to T-Mobile and all I got was lies. They failed to tell me that the phone that I wanted is free if I get the $80 plan. A supervisor called me this morning to give me the phone for free, and I can use it on the $50 plan. This is why T-Mobile is going through a lot because I feel that these representatives are not telling the customers the right information. I talked to someone else today and they transferred me to MetroPCS saying that I would get the phone for free, but that was a lie.

• Review fromRosa R

  Date: 05/21/2025

  1 star
  Worst customer service ever in the world. Do not get them. Their rates are high and do not appreciate their customer.

• Review fromJerry S

  Date: 05/21/2025

  1 star
  T-Mobile double charged me in the same month. I called them and told them I wanted to cancel my contract immediately. I went to ******* to get my number ported from T-Mobile of which I was only a customer for less than 30 days. I tried for three weeks to get my number ported from T-Mobile to *******, of which ******* informed me, T-Mobile was refusing to port my number over. Now mind you for the past three months Ive been paying T-Mobile bills along with ******* with my new account with *******. And T-Mobile is still billing me this is unacceptable and I want my money refunded. Im a disabled American on a fixed income and theyve stolen over $400 from me in the past four months. Can somebody please stop this out of control company? This is unacceptable. Ive already had to spend weeks changing all my accounts over my emails my phone numbers. Ive had to call all my doctors and change my phone numbers because they would not release my phone number for me to port it. I dont owe T-Mobile money for no phone. I dont owe T-Mobile anything. So why are they still billing me three months later? I wouldve really appreciate the Better Business Bureau to step in and make these people do their job correctly so they can quit stealing money from me.

• Review fromJoseph G

  Date: 05/21/2025

  1 star
  Tmobile has not unlocked my device after 8 days of me paying it off. At the store when I paid it off, I was told to wait 48 hours. After waiting 48 hours, I called tmobile customer service and they told me the store *** never submitted the request and that they just submitted it and to wait 72 hours to have it unlocked. After waiting another 72 hours, I called and they told me they will escalate the unlock request. After waiting another 48+ hours, they told me that the **** for the device that I have been paying for is not under my name and that they will escalate it and call me back within two hours. It is currently 12 AM EST and after another 5 hours of waiting they have not unlocked the device.

• Review fromTye S.

  Date: 05/20/2025

  1 star
  This complaint is being filed regarding T-Mobiles recent decision to increase monthly rates by $5 per line for customers on older legacy accounts. As a long-time, loyal T-Mobile customer, I find this action to be both unfair and unethical. The increase was implemented without offering any additional services, improvements, or benefits to justify the price hike. It appears to target and penalize long-standing customers while providing no tangible value in ********* March 2025, I received notice of the rate increase. In response, I mailed a formal letter to T-Mobiles corporate office expressing my concern and disappointment. I received no acknowledgment or response. In April 2025, I followed up with a phone call to T-Mobile customer service and filed a verbal complaint. Again, no response. I then submitted another written complaint and followed up with an additional call in May 2025. As of this filing, I have made four documented attempts to contact T-Mobile about this issue and have not received a single reply, acknowledgment, or resolution.This repeated lack of response reflects a disturbing pattern of disregard for customer concerns. *********************** failure to even acknowledge customer complaints is unacceptable and reflects poor customer service, bad business practices, and a clear lack of accountability.The increase in fees without added value, coupled with the complete silence from the company, leads me to believe that T-Mobile is engaging in unfair billing practices and taking advantage of loyal, long-term customers. This behavior resembles corporate coercionpressuring customers into paying more simply because theyve maintained older plans.T-Mobiles actions suggest that the company does not value its customer base or take complaints seriously. This experience has eroded my trust in the company, and I believe others should be warned of this pattern of conduct.T-Mobile must be held accountable for their questionable billing practices and lack of concern

• Review fromRandy L

  Date: 05/20/2025

  1 star
  T-Mobile Business has the worst customer service that I have ever experienced in my life. No matter what the issue is (and they have many) you get passed around to several different agents, none of whom speak or understand English very well. Each agent begins with the exact same script " So sorry Mr. ******* that it is taking us so long to correct the issue..." Each agent has to "verify" that you are indeed a customer by sending a code to your device or email. Each agent spends most of the time "helping" you by placing you on hold. After 45 minutes of this, you just give up and start again on a different day. Nothing ever seems to get resolved, and they do not care. I really need to find a different company to provide the internet service that I need to run my small business.