What happened to customer service???

T-Mobile is a money grab my bill changes every month & the reps lie. So you can make a payment only for your phone to be turned off and added on fees. Going to metro I never used to have this problem with hidden fees. Trash customer service!

DO NOT GET T-MOBILE

My wife and I went to Greece last year and I had absolutely no access to my phone service 95 percent of the time even with purchasing the "international pass" for a month . We are now in the Bahamas and experiencing the same exact problem . I have a job that requires access to my phone at all times for patients with acute disorders . They WILL charge you every penny even without being able to use your phone . Attached are photos showing proof of having no access at all . Please keep in mind we have already been here two days and when we were in Greece it was for a month ! HORRIBLE CUSTOMER SERVICE WITH NO SOLUTIONS . 

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.

We are on the verge of switching to Mint as T-Mobile has not resolved a problem that has been ongoing for over a month. We have spoken to customer service and tech support several times… given contradictory information and even went to an official T-Mobile store in hopes of resolving the issue. Not only were they not able to resolve our issue the woman asked us not to give her a bad review when we receive the txt survey after departing! Yes, they offer excellent international rates but they sell Samsung phones which are all regionally locked. One arm not communicating with the other. We now have a new Samsung phone that won't allow us to access data in the United States. If we purchased one here it wouldn't work there, Why would they sell Samsung phones when they cause problems for their customers who love one of their best services? Meanwhile we are looking at best options: avoid Samsung phones, buy something unlocked with global access such as Pixel, Sony or Apple and try other contract plans such as consumer cellular or Mint. The only power we have today is how we choose to spend our $$. If I am going to pay for customer service I expect our problems to be solved- otherwise I might as well use a provider that costs half as much and doesn't give us the runaround.

I thought I was the only one complaining about their newer offshore customer service. I am having issues not receiving voicemails and messages, which are delayed by 12 hours or more sometimes. 

I didn't realize it was the Phillipines that they outsourced to. I didn't know what country but all I knew is it wasn't the same customer service they used to have in Bellevue WA and other places around the States.

I will agree that understanding English and "American" slang is not easy, however it's like these folks are trained to literally repeat everything you say 3-4 times, then they repeat "what they are going to do" for you 3-4 times before they actually go do it.  In between those repeated lines, they give you a huge word salad of other platitudes like "i'm so sorry, this is important to me, this is my job so we take it seriously, I know this must be so frustrating for you blah blah blah " and just a whole lot of time wasting goes on before they actually do what they say they will do for you which is usually a credit and send you to tech support.

It's infuriating that each time I call, it takes at least 30 minutes plus to get to the end of the call.  Are these CSA people just stretching out each and every call so they don't have to take as many calls on the switchboard?  Certainly they aren't getting paid by the number of calls they take so it seems like they're overdoing it and just stalling so they don't have to take as many infuriated customers in their daily job?  All this does is piss off the customer even more.

This last phone call was literally 30+ minutes, all for them to email me some trouble shooting tips and give me a $50 credit.  

Spend less time on stupid T-Mobile Tuesdays “discounts” that you can get through any other rewards program like Perks for Work or AAA or even AARP, and get some AMERICAN customer service agents who understand the importance of accurate communication and quick resolution to issues.

I have called Customer Service every 45 minutes for the last 6 hours. No one answers. I have been with T-Mobile for 23 years.

Time to change!

I have been with them forever.  They obvioulsy have stopped carrying about customer service.  I have no been on hold as i type this for over an  hour to speak with a rep about my bill.  I wish there was a class action.   I am going to leave them.   Sad part is i used to love them and was so loyal.  From my understand after speaking with somoene in the store.  They have let go of most of the American customers service reps and now they are mostly in the Philipines.  And these poor people can't do anything for you.  Last year Tmobile had record profits and what do they do they fire all of the US customer service reps.   I have never experienced a company do so much to try Make more money on the backs of their customers.  

I have problem  with  My downloard my Pdf  summery  Billing

really close to calling it quits on Tmobile after being a loyal customer for well over a decade. I've been having so many issues with them, dealing with my plan now for 2-3 months. we were misquoted when upgrading our service, thats costing me $40 more per month than i was quoted; but of ocurse its not their problem. I get passed around from customer service rep to customer service rep, to store rep, and back around… its a never ending cycle of frustration. 
the newer issue is a several hundred dollar international call charge on my bill, which no one on my family plan made. of course i don’t get an native english speaking customer service rep, which makes things that much more difficult. but the main issue with these call centers abroad is that they have absolutlely no compassion or understanding of being loyal to your customer base. i’ve never made an international call before (i use google voice if i need to make an international call, which is rare in the first place). any rep located in the U.S. would take a look at our call history and see that we never make calls abroad and that we’re customers for X number of years, and they would remove the charge as a “one time courtesy” and that would be it. but these call centers are told by their managers to not give an inch; they are probably threatened with losing their jobs if they do; it’s really a terrible situation for both sides, honestly. 
but the customer service at tmobile has really gotten bad. the past several years i dread having to speak with them if its anything more that the simplest matter, and even that ends up taking at least 15-20 minutes to deal with.  

Tmobile… please fix this! 

Tmobile has become the Southwest Airlines of the telecommunications industry.  Did they just hire Elon Musk and he fired the entire customer service department?  This is for both phone "service" and the 5G internet gateway. Five days and six hours on hold and zero response.  The callback feature so you don't have to wait on hold, is disabled and not functioning.  They should change their name to Zero Mobile. I can't even call out of my house anymore.  No signal, SOS or weak signal that lasts for maybe 2 minutes.  And nobody to call.  If I go into the store I bought the phone, they will tell you they are only sales people and I have to call 611.  Problem is, nobody answers the 611, 800 or 844 numbers.  The trifecta of failed calls.  This company is out of control and needs to be held accountable.  A class action lawsuit may be the only answer for these thieves.