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.

  34931 SE Douglas St Snoqualmie, WA 98065-9224

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  T-Mobile

  6501 Grape Rd Mishawaka, IN 46545-1007

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  T-Mobile USA, Inc.

  3324 Secor Rd Ste 1 Toledo, OH 43606-1540

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  VoiceStream Wireless, Inc.

  1 Concourse Pkwy Ste 500 Atlanta, GA 30328-5346

Review Details

• Review fromJohn A

  Date: 09/25/2022

  1 star
  In June 2022, I had spoken to a T-mobile agent for a transfer of an old line to a new account, and also acquire new phone based on some deals and get a quotation. They gave me a quotation which I liked. I asked them to send me an email of the quotation for my record. They refused to give me quotation by email. Instead they sent me a link to open a form, which will allow me to look at the quotation. When I opened the link, this was a billing for 2 lines instead of 1 line and it was much higher quotation. The same agent was still on the phone with me (these are offshore agents somewhere in Asia). I told them this quotation is incorrect and I am not accepting this order, I want this order cancelled. But within this few minutes, he refused to cancel the order, and said that he has already processed the shipment of phone. I had to spend several hours with different agents on phone and online, just to cancel the shipping of the phone and to cancel this order. They refused to cancel this shipment, and I received this phone after 5 days. Again when I spoke to an agent on how to return the phone, they refused to send me a shipping label. They told me to go to a store, show an id and return the phone in store. When I went to a store, they refused to take the phone, because it was mailed to me from a 3rd party tmobile agency. I spent 2 hours on the customer service from this store just to tell them that the store is refusing to accept the phone. For 2 days, and talking and escalating to several agents, I received a shipping label. They made me create a pin for the account , just to create a shipping label. I returned this phone, and was specifically told that I will get a refund of $115 and will not be billed and this account and order is cancelled. Despite this, after 2 months, in September, 2022, I receive a final notice to pay $105 for an account. There is no explanation on why I am being billed. the agent says since I have a pin to the account, I should pay.

• Review fromRobert N

  Date: 09/25/2022

  1 star
  I have never experienced the same level of incompetence with any other company than T-Mobile. We have a family account with Consumer Cellular. She had some technical issues with her phone. She bought a phone from OnePlus, that she mistakenly thought was unlocked. After receiving the phone, she discovered that it was locked to T-Mobile. She ended up reluctantly purchasing month-to-month service, and was advised if she uses T-Mobile for a minimum period, she can have the phone unlocked. She used the phone for more than the required time, never got to use the phone, and was comped part of the first month because the signal was non-existent. Since she wants a phone that actually works, she called back, and she was advised the phone was not locked. When she tried to activate the *** card, she confirmed with the phone settings that the phone was indeed locked. She is on the phone as I type, she has now been on the phone for over 2 hours. The first representative walked her through several steps to unlock the phone, and then after ***** pointless minutes of navigation, the representative advised her that 'she does not qualify' to have her phone unlocked, since she was comped the first month. What? The service doesn't work at all!!! I would have demanded to unlock it from day one on principle. She got a bit irate (but with good reason), and demanded a supervisor - then the representative hung up the phone. She called back, requesting a supervisor, and the representatives she spoke with either transferred to a dead phone line, or simply transferred her to another representative. She has now called over 5 times today alone, and spoke to at least 10 CSRs. Every time, she has to dial to a standard representative who has to transfer her to the prepaid line. Why don't you have a direct line to prepaid? This is ridiculous! She has paid for several months of service that she cannot use. All she wants to do is get the phone unlocked and use her long term carrier.

• Review fromTony S

  Date: 09/24/2022

  1 star
  I pay 60$, for 2 lines, to Metro Pcs with the the Affordable Connectivity Program. Sept 2022, Metro says I owe 90$. Alledging the ACP discount expired. I called and double checked with the ACP people. ACP told me im still eligible and registered, for the ACP discount. Metro gave me conflicting stories as to whats going on. The manager was rude, refused to help, and still says we owe 90$. I don't want a refund. Just my regular price. This is an overcharge. Seems like illegal business practices to me.

• Review fromShanna T

  Date: 09/24/2022

  1 star
  **************** was rude hung up on me charging me $150 over what my bill is seen the issue and would not refund me after being a sprint customer for over 10 years I do not recommend this service

• Review fromBilly B

  Date: 09/24/2022

  1 star
  Horrible. Traded in my S10 for the S22 ultra due to the $800 dollar credit. The sales rep didn't put it in as a trade in so now I'm paying full price. For the last 3 months I've been going to the store and talking to T Mobile on the phone. Each one keeps assuring me the issue is handled and each billing cycle its not fixed. Now they are telling me they can't find my old phone and there is nothing they can do. After reading other complaints on here I see they do this type of thing a lot and just say "oops.....so sad too bad have a nice day" I pray nobody ever signs up with them.

• Review fromBrittany W.

  Date: 09/24/2022

  1 star
  Nov of 2021 we went to tmobile to set up a new phone plan. We were told we could get new phones for free, so we started to set up the new account. We were not even finished setting up the account when the guy noticed the new phones for free he offered us was expired and we couldn't get new phones for free. So we said never mind. We don't want to do this then. We canceled everything right there before even finishing the set up. So there was no service, no devices nothing. A few weeks later I get a bill for $48. I call and they say you're right, you owe us nothing. We will take care of that and get it all closed out. Then I get another bill. We call again and again and again. At least 6 times. Every time told that I'm right, I owe nothing. They took care of the balance, it's done. A few months later I check my credit score and they sent me to collections and it was now affecting my credit score. So I call, very upset. They say I'm sorry, we will send it to escalations they will call you in 3 to 5 business days. So I wait and nothing. It's been months and it's still affecting my credit score and they just tell me that it's with escalations and there isn't anything else they can I do. I just have to wait while they keep trashing my credit score. And this is all for $48. Tmobile is just really terrible.

• Review fromKevin Z.

  Date: 09/23/2022

  1 star
  T-Mobile was offering the Keep and Switch Promotion for you to keep your current phone and switch from another provider. I was with **** and decided to switch. They were offering up to $800 per line rebate to pay off your current phone, however you must pay off your phones first and then they will reimburse you VIA ************ card. I had 2 phones, a Galaxy S21 ($666.61) and Z-Flip3 ($845.80 - *** $800) for a total of *******. I paid off both phones and proceeded to transfer my service to T-Mobile on June 17th. I filled out all relevant information and provided payoffs to T-Mobile. Rebate was accepted and was told rebate would be 2-4 weeks.About a month later I go online to try and check my rebate status and it says one line was approved but the other was rejected. I called in to T-Mobile to discuss. They tell me I did not qualify as I did not make at least 3 payments on the phone. I tell them I have had the line for almost a year and have made 10 payments on the phone. They check again and say OK now it is approved. I get an email approval on July 20th saying rebate is approved and have a Tracking ID. I continue to wait for the reimbursement. About another month later I try to check the rebate status online and I cannot get the information. I call T-Mobile to get clarification. They put me on hold for a while and come back to say that there is an error with the submissions and make all kinds of excuses. I tell them I have an approved Tracking ID and they just keep talking circles about how they are having issues with it and will get someone to look into it. They ask me to call back next week to check. I call back every 5-7 days for the next month and get the same run around. This whole process takes about 1-1.5 hours on the phone with them each time. I am just now told they want to resubmit and it should process in 4-6 weeks. Ridiculous!!!I do not believe they are actually attempting to resolve the issue!What is my recourse?

• Review fromDiane R.

  Date: 09/23/2022

  1 star
  Thieves!!!! I would give a **** stars if I could! The will not refund my money! I was going to switch from ******* and trade in my phone for an $800 credit. The rep on the phone charged me $95 for taxes and activation but did not put the promo code in for the phone trade in and T-Mobile told me there was nothing they could do that I had to pay for the new phone in full and they could not give me the credit. I decided not to switch and sent the phone back 6 weeks ago and used their *** label! They refuse to refund my $95 I paid and I have spent over 20 hours on the phone trying to get my money back over the last month and I have had it!!. I get hung up on, I get told it will be another 30 days in the next billing cycle but I dont have a billing cycle! I am not and will never be a T-Mobile customer!I want my $95 returned. This is the absolute worst company I have ever dealt with. I WANT MY $95 RETURNED I AM TIRED OF BEGGING AND PLEADING!!T-Mobile chases their new customers away. I will never be a customer and I never want to have to contact them again!

• Review fromCrystal B

  Date: 09/23/2022

  1 star
  Tmobile cut my line off has not sent me any type of bill statement bill payment reminder or none of the above. Then when you call in to speak with a representative they claim the open at 6am it is now 6:45 and they automatic message is were sorry no one is available to help you at this time?????? So what time do they open because I need to speak with someone about my bill? This happens on a regular basis where they dont open at 6am as they claim and I am a business owner and this is my business line for my business so Tmobile can you give us the customers a valid time of when this business opens to discuss our *************** because Im sure yall make enough to afford more customer service reps

• Review fromRose P

  Date: 09/23/2022

  1 star
  Have internet for about 3 weeks and internet would drop from time to time but tonight it's constantly stops and goes. Called customer service and he tried and still no and he hangs up and also the app to try and change your password tells you to put in the admin password but keeps saying wrong password, wth did TMobile put wrong password on the box. Also the phone I bought ***** . Replaced twice and third phone dropped the call history and couldn't call out. Given a third phone and did same and they were like I don't know what to do. Give me another brand phone, we can't do that. I'm leaving metro n returning this internet box. I will blast u all over any site I can, this crappy internet and service of my phone. I want some money back