T-Mobile Customer Service did a fantastic job!

We want to compliment Tia at T Mobile.  We were switching from both Mint and ATT yesterday and we can't begin to say how professional and patient she was.  The process took several hours (not because of T Mobile).  Mint proved very difficult to work with.  Tia was wonderful and calm.  She was extremely knowledgeable of the process.  We felt very positive going with T Mobile after being supported by Tia in our change.  

Tia stated that she has worked for T Mobile for several years - I believe around 7-8 years.  You are lucky to have someone like this representing your company.

I couldn't disagree more.  Followed your suggestion for the first dozen or so calls.  Now after spending 50+ hours on calls, store visits, chats, and social media, I can confidently state TMobile is unethical at best.  Customer support is anything but supportive.  I cannot even receive a mailing address or email to dispute fabricated 'late' billing on a cancelled account.  The account was closed May 3rd, yet TMobile claims it was closed Aug 9th.  However, they are charging me 2 months of past due payments.  Customer support has even put me on hold for 30+ minutes and hung up with no call back or explanation.  Worst company experience of my life, which is ironic because the actual service was a perfect fit.  I went from loving the company based on their products to hating the company due to their billing and support services.  What a joke.  I've requested investigations on the representatives that hung up on me or 100% lied to me stating all the billing issues were resolved only to later on self initiated follow up calls to find out a dispute was not even documented.

So I'm am not a T-Mobile user, but my boyfriend is. His brother had switched phone carriers roughly a month to a month and a half ago, and his brother never paid his half of the bill. US cellular, what he switched to, had told him they'd take care of the rest of his half of the bill. They never did. So I contacted T-Mobile and the guy said that US cellular pretty much couldn't do that, but since all this stuff happened, and a fee that also added to the bill, that we could get a $95 credit to my bfs bill. It never hit so I messaged someone else regarding the $95 credit and she said that it hadn't gotten approved yet and she'd leave a voicemail, no voicemail. I messaged someone again about the $95 and the guy that time said that it still wasn't approved but he saw where I was promised the credit and that he would put in another request so it would hit faster. Still never hit, never got any messages nothing. So I text someone else again who said they were the messaging supervisor and he said he could see where it was promised but not where the number came from. I mentioned how I've talked to 3 different people who all never corrected me and even put in a new request, but that they couldn't give my boyfriend any credit. NOT EVEN THE FEE THAT WE STILL GOT. We couldve paid it off over a month ago but why pay the full amount when your promised credit yk. Will be switching him very soon. Don't recommend.

Mr Legere, 

The company is charging me $1200.00 for a phone that was damaged that i returned. i have proof of returned and it was received, after speaking with several customer services people they keep telling me they need to verify and thats why the charge. why the customer is being punished for something your company did? . They claimed not to receive my old damaged cell phone I sent back to them during a claim. your costumer service has declined in the last few months, hiring incompetent people or least the training given is not enough. i have also being charged for more than 7 months for an apple watch line that i disconnected a while back. also at a store in Pines blvd and th expressway i was misstreated by Frank, didnt care about my issue and he just told me, you should have done that at the store not online. all I get is “ i am working on that “ my apologies. but nothing is getting done. i have been with Tmobile for over 20 years and spent about $78K in phone and lines. is this how you care about your customers?

this has to be resolved.

The company does not value its customers as they claim. They treated me like sh*t after been with them for over a decade. The insurance company they use (Assurant) is equally a fraud. They claimed not to receive my old damaged cell phone I sent back to them during a claim. They were charging me $1,100 for the no-good cell phone. Is this how phone and insurance companies suppose to conduct business with their loyal customer? I am going to file against them and switch carrier. 

First concern, trying to get a family member as an authorized user on the account has been a nightmare. Multiple calls and attempts have been difficult. After being on the phone for 30 minutes they reluctantly added a $10 credit to my account but this was after I was told multiple times they couldn't help me for the inconvenience.

Second concern, my spouse is a veteran and I requested the military discount on my account. I was informed that the military discount is only applied to certain plans. This is unfortunate that veteran's/active duty/dependents are not supported by T-Mobile. 

I have had an account with this company (previously with Sprint which was transferred to T-Mobile) for 18 years. The quality of customer service is poor and unacceptable at T-Mobile. I haven't been happy with this company since the merge. 

Interesting that T-Mobile is not BBB accredited...

Earlier today I was assisted by your technician Spencer.  I must say that I was not only treated with professionalism but also I was made to feel comfortable and confident that he would resolve my issues I was having; and he did just that. Spencer should be commended for not only doing his job correctly but for his outstanding customer service. JOB WELL DONE SPENCER🌟 Thank you again. 

Sincerely, Darnell Marshall

i complete agree with you .. do not got to this location

T-Mobile is the worst company ever I have been lied to and withheld the truth so many different times and I left a company because they did the same thing. I was told when I first got with T-Mobile and got service that I would have service at my house and that my Apple Watch would be paid off with a promotion but I was lied too. Again later in the future I wanted to upgrade my lines and was no problem but then I was trying to pay my phone bill and when I was trying to pay it, my bill was doubled of what I owed. As they told me that because I didn't future date my bill (which is what I told the lady to do) I had to pay that amount. Which I was never told anything about this until I called about my bill. Now after that I was told on multiple occasions that I would have more time to pay my bill because of this situation and now my phones are shut off because of all this. So if you're thinking about switching with T-Mobile. Don't because all they will do is rip you off and lie. Spend your money somewhere else. 

eduarjjes wrote:

I CAME FROM THE VERIZON COMPANY BECAUSE I LOOKED AT GOOD OFFERS THAT WERE VERY WELL ON TV, TWO MONTHS HAD ALREADY PASSED THAT THEY SAID THEY WERE GOING TO GIVE ME THE MONEY OF WHAT VERIZON CHARGED ME FOR LEAVING VERIZON, I ASKED TO SPEAK TO THE MANAGER OF THE STORE AND I SPEAK TO HIM AND THE ONLY THING HE MADE CLEAR TO ME WAS MY FAULT AND THE TRUTH WAS NO HELP BECAUSE I DIDN'T KEEP TRYING. I ASKED ABOUT THE MONEY 5 TIMES BY PHONE AND TWICE I WENT IN PERSON, THE TRUTH AS A CUSTOMER I SHOULD NOT BE CHECKING FOR MONEY THAT THEY WOULD HAVE TO RETURN TO ME AND DO THEIR JOB WELL, WHEN I HAD THE ACCOUNT I BUY 2 SCREENS FOR MY CELL PHONES AND I SAID I HAD INSURANCE AND AFTER INSISTING WITH THE SCREENS, I FOUND OUT THAT ONLY ONE CELL PHONE I HAVE INSURANCE. I TALKED TO THE MANAGER WHO WAS A PERSON WHO DID NOT WANT TO HELP WITH ANYTHING THAT EVERYTHING IS MY FAULT THE TRUTH IF YOU WANT TO GET A T-MOBILE ACCOUNT DO NOT GO THERE THEY DO NOT INFORM YOU ABOUT THINGS UNFORTUNATELY AS THE MANAGER OF THE STORE ANTHONY FRANCOLINO YOU ARE VERY BAD, AS A MANAGER HE DOESN'T KNOW HOW TO PUT HIMSELF IN CUSTOMERS' SHOES AND ONLY GOES FOR THEM, UN HAPPY DO NOT GO TO THIS STORE...

 

 

There customer service is fraud as well. They are paid to lie.