Reaching out to T-Mobile via Email

If T-mobile doesn’t have satisfactory network for you to communicate you may have to leave. it will be some good offers coming up around Thanksgiving especially to switch.

Call customer service and request:

1. To Unlock your devices. That's if they are paid off.
2. Request a PORT PIN NUMBER for all your phone numbers. This will allow you to keep your same phone number when going to a new provider.

These 2 request will make customer service ears stand up like antennas, because you are no longer just saying I will leave, but you're executing the right steps to leave. Don't go into a store to do this. They are limited in the authorizations they have and are not equipped or authorized to handle extenuating situations.

Customer service will ask you why you are requesting these 2 and you tell them your situation and to get you assigned to a representative that's going to own this issue and get a resolve ASAP. Get a reference number for your call and re-cap the call before completing. You need to also request a credit adjustment for poor network service.

Alternatively, email Mike Sievert, Executive and tell your story. He will forward to a representative to own the issue. If they are unresponsive or just not getting it right keep emailing Mike Sievert giving him update.  mike.sievert@t-mobile.com

Hope this helps!  keep me posted

I am a very frustrated 23 year customer that is highly ticked off that I can't send in an email like every other company offers. Also, my kids Sync up app won't let me add a contact to his watch. It takes me to another app that says it costs $10 a month! 

And last and the most important is that I specifically went in to make sure another person on my line was registered as a STANDARD USER bc I knew they were trying to get a new phone and they went in to a store and added a new phone with financing to my account! I'm unemployed! I'm not able to afford it! 

Come on, T Mobile get it together! You're about to lose a VERY LOYAL LONG TERM CUSTOMER. This is legit the worst surprise and I never expected this with zero notice or ability to stop the purchase. 

Very upset with T-Mobile. April of 2024 we were told that if we switched our account to my wife's name (since she was a little older than me) we could get a better deal on phones so we did. We were even canceling a line which would save us some money per the agent at the T-Mobile store. So i made the call from the store and took the account out of my name. My wife made the call from the store and put the account in her name. So we thought…. 3 lines made the switch, but Tmobile kept the line that was supposed to be cancelled under my name unbeknownst to us. So in addition to paying for the phone service for the account switch, the one number left on my account we have also been paying for since April 2024 at $179 per month. I don't understand how i can close my name off and yet they kept it open. I found out when i called T-Mobile to ask about adding a line, the guy asked which one of your accounts would you like to add the line to?  I said we only have one account, mine was cancelled when it went into my wife's name!  Nope, not the case so for 6 months we have been paying 2 cell phone bills. T-Mobile said they could only credit 2 months of the made payments (on an account that was supposed to be closed) back to us. So the other 4 months at $179 = $716 is just our loss. Tmobile is crooked, worked out great for them. They played it off as it was my job to check on that, I informed them if i had to "police" all my utility companies i wouldn't be able to do my own job. I asked the girl why would you transfer just 3 lines over!? She said she didn't understand how that happened. So T-Mobile is keeping the $716 that we could desperately use to feed our family. Tmobile is the big company that's screws over the little guy, very disappointed!! 

As a long time Tmobile customer (probably 30 plus years) I have to say as of late I'm disappointed in the service and more specifically the customer service we received yesterday. When we moved here we both had I phones but quickly realized they were paperweights at her school. The wife has to travel 26 miles one way to work and so we need her phone to work in case she encounters issues or problems on the road...SO...we elected to go androids, for a long a long time they were great but she broke her phone and we replaced it with a newer android...recently, when she leaves work it displays "no network available"...and drops calls every few minutes when she does get it to call out...

I, being a pastor, have recently upgraded my tablet so I can go live with my Sunday services, but the new tablet (supposedly better, faster) drops in and out every few minutes and won't carry my service as my 12 year old one did...

SO...10/7/2024...we go into the store to ask if there was a setting or something off that could be changed to help either or both situations... IMMEDIATELY, the agents went to the coverage map and showed me where there was limited coverage for her travel...yet, the female says "there is a n AT&T tower right there, it shouldn't matter",  and no it shouldn't,  my wife has called me everytime she leaves the school and talked to me on the drive for 7 years...until the last month or so...one of the guys says "you should try a Samsung, they have the best antennas"...well, my tablet is a Samsung and when I pointed that out he changed his story...NEVER, NOT ONCE...did they try or offer to help rectify the issue, they were more concerned with the coverage map...one of the guys actually told my wife "that's not on us"...I'm not sure what that meant but one would think that with four agents and no other customers in the building that someone would have at least cared enough to help instead of offering excuses...my wife even said "if we can't find an answer we are looking at other carriers" not a flinch...NOW...I'm not beyond understanding and I wasn't looking for miracles...but if you tell me the phone should roam and pickup  nearby tower (the female agents words, not mine) and I know for fact it don't, then don't call me a liar and treat me like I'm ignorant...SO...I told them, in no uncertain terms, that all three of my devices were junk and walked out...

NOW...I'm not after heads...I simply want to know...WITHOUT dealing with the store here again and their less than helpful attitudes...what can I do to help with these issues...

We live in Logan, Alabama......35098

She works in Bremen, Alabama......35033

I pastor in Hanceville, Alabama......35077

Hola,

Thanks for reaching out. Hope you are having a good day.

It's said 1 bad experience can ruin relationships. This was 2 years of Trauma.

I have been hung up on by 2 Managers from T-mobile. On 4/26/24 Alisa from collection hung up on me & Zaniu on 9/11/24 approximately at 6:43 pm.

This experience with T-Mobile not being accountable for loosing our devices and then magically finding 1 device after 2 years of saying it was never received is poor. Then to have an Executive Representative Annalisa Avalos to run us through Kangaroo court is unacceptable. T-Mobile does not value the customers time what's so ever.

I have more than 120 hours of talk time with T-Mobile in regards to this matter.

Below is some background information we sent to   Mike Sievert:

Wanted to reach back out and let you know we are not satisfied with Annalisa's handling of this Over Billing issue for the devices loss by Sprint after being returned and Sprint now a part of T-Mobile confirming received, but never started the promotions on account thus our continuous inquiry. All the facts we provided Annalisa and Anbalisa has been dismissive and not objective and not willing to unpack all the facts. The records for our devices have been discarded by Sprint now a part of T-mobile and Annalisa tells us if we want to get them for T-mobile, since Sprint won't give you all access to them; we have to subpoena records. It places such a burdensome task on a customer who has done all the due diligence and went above and beyond only to be guided through being "Stuck in a trade-in hell with - Sprint now a part of T-Mobile who lost both my trade-ins worth $1800." That quote may sound familiar to you, because social media had this case as well as several other cases like ours that were handled through this same process and Its apparent based on research now that T-Mobile is well aware of these type of issues they inherited from Sprint, because this is not an isolated situation.  Annalisa was even dismissive to researching the agreed settlement of the S9 device that T-Mobile magically found after 2 years of the run around and they said they were going to provide our $800 credit during a recorded call on 9/6/24 with Walter for the S9. Annalisa glossed over that and is not willing to explore all fact-finding options, including collaborating with other stakeholders, i.e. Walter, to collect all the facts. We requested Annalisa to contact Walter to get clarity and confirm what was settled and promised for the S9 and Annalisa refused and made statements that this information can't be found in T-Mobile system and that transpired as recent as 2 weeks ago on 9/6/24. Hence, Walter read his notes back to us and assured us this account is heavily documented with his detailed notes during his handling and including Grace detailed notes too. In addition, it was agreed with Walter he was going to apply two $300 credits also for the iPhone 7, because they saw enough evidence and goodwill to authorize it. This was also apart of the recorded call. However, they reneged on the two $300 credits for the iPhone 7 trade-in and that's when I was hung up on by the Manager in the email previously sent to you. That's when I researched and found several other customers with similar situated issues and therefore contacted you.

As a result of our experience with Annalisa being selective in what facts Annalisa wants to acknowledge and further explore is unfair and untrustworthy. We reached out to Media to air our situation and we formally ask you for your intervention.

Can you please respond and collaborate with us, so we can be made whole?

Yes, we rather to discuss in this email platform. It is more effective for us and since Annalisa stated she couldn't find any notes in system as recently as two weeks ago.

Again, thanks for being receptive to the constructive and objective feedback and look forward to communicating in this platform.

Kind regards,

Brian D.

Handle your issue in email so you have your receipts. Tag Mike Sievert on all emails. They will respond and cut him out, but you respond and put him back in it. Keep him attached. T-Mobile inherited a problem from Sprint and wants there customers to feel T-Mobiles pain from a poor migration.

Also, contact your local media. They may have a support process like the news has in my state. 

Hi I have an on going problem with Tmobile as well. I went to x.com(twitter), posted and tagged Tmobile and CEO Mike Seveirt. U can, anyone can, reply to the posts so it will get traction and will most likely help with our problem with them. If that doesn't work, file complaint to FCC, BBB, FTC, or even your state attorney general(someone recommended that). My profile to find me @krizzy_333

Listen to this issue that t-mobile cant resolve or have an answer to. I changed my phone number in april 2024 and it still rings to a voicemail in which i don't have access to. I was worried someone hacked that number. because when i first disconnected it, it had the disconnect message than all of a sudden, it started going to vm per friends and family trying to contact me via my old number by accident. so it has caused so many issues still having the voicemail active and i can not access that old voicemail since changing the number. So i called tmobile 3 times and they assure me its cancelled and can't explain why all of a sudden it goes straight to voicemail. This has been a security concern for me and tmobile isnt resolving it

Well idk where to begin I have called and text message idk probably at least 30 people and never get anywhere the only thing that T-Mobile cares about is if u want to make a payment started out by them sending me the wrong phone so they ship me another phone and it was the wrong phone well third time's a charm they finally got me the right phone well then I wanted to add a line and get the Motorola edge 2024 okay that being said it was going to cost $20.50 after After trying five times on the app and it denied my credit card me unaware that my bank was charging me every time so then I didn't have the 2850 so I was texting customer service this guy went as far as to tell me that he could have it put on next month's bill yada yada yada and it won't cost me nothing he was going to take care of it he went as far as giving me a fake order number and still yet nobody has done nothing about this The only thing they can do is say well if you've got the $28.50 we can continue with your order I think it is an outrage and still yet nobody has done anything about this I have all documented proof of what he said what he done he took my debit card information under false pretances I mean nothing's ever been done nothing's been made right they have done me dirty since ghost Street 

On May 28th 2024 someone fraudulently used my debit card to make 2 purchases to T Mobile prepaid. I immediately called my bank to freeze my debit card and order new card and called t mobile IMMEDIATELY to tell them about these 2 fraudulent charges. I called T-mobile numerous times and they refuse to refund my money because they said that whoever used my debit card has "rights" as well and they can't just take his payment away that he made even though I did not authorize ANYONE to use my card. My bank said since I have made T-mobile payments in the past they don't know if they can credit back that money to me but I clearly don't have T mobile prepaid  I HAVE POST PAID account and T-mobile can see that. If they don't want to at least refund my money that they gladly took without my consent then they can at least credit my account that money. Customer service and the management have been zero help and it's so frustrating because I didn't authorize this and it's $ 115. 78 just gone but they say the thieves have rights too. I work hard for my money. T-Mobile can clearly see that do not have a prepaid account!!!!!

Mchavis22 wrote:

78237. Ok so I'm not sure where to go with this but I'm not sure if i just experienced a transphobic encounter or what. The 4727 W Commerce St location located in San Antonio, TX   
        I was poorly treated and had not experience the best treatment. 
       I would like to speak with someone personally about it. 

 

To speak to someone, you can call 611 from your T-Mobile line and address your concerns with Customer Care so they can make sure the complaint reaches the right people.