Forum Discussion
Issues with being lied to by T-Mobile
Has anyone else had staff at a T-Mobile store lie to you? First off, we switched to T-Mobile in the last few months from a local carrier. We were with the local carrier over twenty (20) years. We were shown a coverage map and it showed full service in our area with 5G. We also were told of a promotion of buy three lines got one free. We ended up getting five (5) lines, which means we should only be paying for four (4), but we have been charged each month for five (5). The local T-Mobile Store did credit back for two (2) of the months for overages, but it has never been correct.
Our parents, who have two (2) of the five (5) lines can't even use their phone eighty (80) percent of the time in the town they live in. Again, they were shown a map and it indicated the town they lived in was covered. Over the past few weeks, we are missing enough calls we can't keep track and not being able to make calls. A large percentage of texts are not being sent because of coverage issues. I'm a police detective, on call 24/7 and my work has to be able to reach me. I have missed two (2) calls for service with one being a missing girl.
While on some calls, I am unable to get information, pictures and other needed things sent to me. This all the while I am standing and working in the town the T-Mobile Store is in and guaranteed I would have coverage. I did call to get help with this and I was told 5G was a problem in our area. We were not told this when we switched. The tech told me to switch my device to LTE as it was very strong and would allow my phone to work. Well, a few days of that and the problem has stayed the same.
I called over the weekend to see about ending service with them and figuring something else out. I am running the risk of being demoted or losing my job. I am told that I can leave their service, but would have to pay $1,850.00 for devices. This is where another lie plays out.
I was told when we started service, we could trade our almost new phones from our last carrier to slightly newer phones without having any monthly credits. I explained unequivocally, we have always paid for devices outright and I don't want to owe anything on them. We would keep our current ones as we hadn't got them long ago, or would trade and pay the difference. We did trade and paid what we believed was the difference. However, I am being told everything we paid that day was for activation and fees. Activation and fees were very high I guess.
Maybe the good in all of this, I have pages and pages of screen shots where I don't have service, can't send or receive messages and when I try to use the internet it doesn't work. This covers the last few weeks and several times per day. I simply want them to honor their word and remove the $1,850.00 in device fees they say I own, which is a direct lie compared to what I agreed to in the store. Maybe if they don't want to do that, give me my other devices back and I will give you these. I want to move back to a company that works and I don't have to run the risk of being demoted or losing my job. I will look to escalate this however I need to legally for the proper remedy. I will update how things go.
Short answer, yes! Nearly every time an "expert" says they're going to do something unless you receive an immediate notification that it was done it's safe to assume it's a lie and don't believe it.
I have been a T-Mobile customer for going on 4 years, and I have lost count of how many times I've been lied to bye an employee of T-Mobile. These lies range from little ones like "I guarantee I will personally give you a call back in 48 hours" to bigger bold face lies where customer service expert calls your phone and claims to be a supervisor in a different department that doesn't exist and promises to send you the newest biggest and best Samsung Galaxy currently available because "I'm so sorry you were lied to by a previous supervisor and I'm going to send you a free phone as a show of Goodwill in the hopes of bringing T-Mobile back to your good side". I couldn't tell you how many lies I have been told in one form or another because I have lost count now.
Let me be fair and say that I was diagnosed with generalized anxiety disorder decades ago which just means that generally my anxiety is up and I'm a little high strung sometimes. However after so many lies and so many fights and so many arguments with so many different employees over the last three and a half years I now essentially get triggered every time I need to call 611 and by the time the agent is on the phone I'm already on the verge of an anxiety attack. I would love to switch to a different carrier and never speak to another person from T-Mobile ever again! Unfortunately, I'm the among all of the other T-Mobile customers who have been trapped into their contract with their "free device with monthly bill credit" promotion. I have four lines on my account, and inevitably something happens to someone's phone and even though I have insurance they're not going to fix it the only option I have is to upgrade my phone which reset the 24 months of bill credit, and thus my sentence gets extended... I have tried absolutely everything I can POSSIBLE think of, I've even spent as much as 17 hours in one day in the T-Mobile app chat trying to get something resolved. Nearly every phone call ends the same way they've had to reach out to some other department and they will have to have their response before moving forward and they will call me back in 48 hours and then no one ever calls... EVERY TIME!
At this point the only thing I have not done is seek out of lawyer sue them in small claims court for the amount of money it will require to get me out of my contract, or to file a complaint with the FCC. If I had the money I would buy the space on the billboard closest to every T-Mobile store and make sure that people know that when they switch to T-Mobile they are going to be paying T-Mobile to mistreat and abuse them.
Hi everyone, I'm facing same but for my cases was lie by t-expert with port in to qualify iPhone 13 free promotion and double lie by over called me to seem like to resolve first one but both lies took me with 2 installment with 2 iPhones 13 for monthly i tried calling and do everything to return device that was not get accepted by tmobile in reason it over 14 days if delivery , at this point I super explain to customer support teams know about i do contact tmobile since the days if delivery about this us reslive for first mistake by tmobile to put the right promotion on my order and texpert call me and let me order second order for correct promotion (free by port in number from rcn) and after receive second phone just send first one back that they will cover for first one
finally first one can't return over 14 days policy and second one didn't qualify free !!! Amen!! Now no accept both return with 2 useless number and yes monthly for both never need in super lastest phone iPhone 13.
I contacted them(Tmobiles)ask for responsible about this and let them check with messages that was chat on my account they are found every thing i was truly as my word and sorry to me on their teams did. But no any change every things still charged that is TMOBILE LIE EXPERT TEAMSHi Alissa brunne recently been with T-Mobile for 6 to 5 months and what happened was they wrongfully did my account unauthorized and lied and and promises don't mean nothing they say they're doing a job but they just lie and they up your bill and then I put my trust in them and they turn me off and and I'm going to health issues and I need Justice I need my money back and I've been having trouble with my phone sense day one this phone I have is the 4th warranty phone and you guys promised that u took what was charged that I got on account supposedly you lied didn't receive my cell phones I got my ups receipt so that's a lie and you didnt fix it I need help immediately this wrong . Justice for this and I need somebody to help me cuz you guys are a big company worldwide and this is wrong and I know there's more than me that y'all did this too and this is very urgent and very serious cuz my life is at risk because I need my phone on you guys just totally took advantage of a customer that's think to double check ur employees and supervisors promises now I'm without service it's wrong I'm in to much to go get a phone etc top that's easter weekend and on top that I have to get my phone on before due to appt that is highly important can't miss it due to MRI before surgery I'm dedicated to get something done. I'm about to have surgery pretty soon here so I need some help in it and get this stuff settled I already went up to command in this situation and they tell me I got to pay a bill that I didn't authorize to cancel because they simply suspended my stuff on Friday the March 29th and later on that day the supervisor hung up on me and they cancel my situation of me not authorizing that since day one everybody's been lying and and not doing what was planned I never had this done like this to me more then stressed out due to this is my lively hood u known lord don't like ugly I'm gonna get heard. I put it in ower father from the beautiful heaven gates to handle this wicked situation amen .
They seem to always lie to the customer, promising you everything.
Unfortunately, we have a similar circumstance. We were lied to by T-Mobile staff at a store at 122nd and Penn in Oklahoma City. We had an iPhone 11 that we traded in on an iPhone 14. I was told that the difference in cost would be $400.00 and when I agreed to that amount and offered immediate payment, I was told that this was a promotion and would require that we pay it out over two years and that full payment on the spot was not an option. I assumed that this policy was because T-Mobile wanted to earn interest on the financing of a $400 phone device charge.
As it turns out, - and only after I began making serious and in-depth inquiries, it was revealed that the actual device charge was around $800 - that no one mentioned - and the monthly cost was to be discounted so that, at the end of two years, my cost would be $400.00 - but in checking my payoff today -- after having already paid on the phone for a full 12 months - the payoff is $420 !!!!!!! The payoff - after making 12 payments -- is $20 higher than what I was told the TOTAL cost would be.
In addition to this phone cost issue -- T-Mobile arbitrarily and unilaterally modified my "auto-pay" agreement so that the credit card was no longer acceptable without added charges. T-Mobile wanted direct access to my bank account. At 80 years of age, and on a fixed income, I will not let them have access to the accounts at my bank. There was never a problem with my credit cards and my credit rating is in the range of 815 so I don't understand the T-Mobil conduct.
I am so disgusted and disappointed with T-Mobile’s lack of honesty and clarity, that I’m now going to change to another carrier immediately.
Good luck working with T-Mobile -- I had no success with them at all. They change agreements arbitrarily, lie on device costs, and add charges that were never agreed to on your bill.
