How do i cancel my account with your horrible, non-responsive company?
Tried calling on multiple occasions but hold times are 45 minutes plus even though they say 15 minutes Tried the thing where they call you back. It ask you to press #1 but it does not accept it. No chat available on the site. Just horrible customer service.
Almost 2 decades with T-mobile, but switching to AT&T today thanks to horrible customer service.
Started with making a payment arrangement. I set up a payment arrangement recently. I was going to pay my outstanding balance today (9-29-22, payday). Somehow the system gave me payment dates of the 25th and the 27th! Called sunday, spoke to Jasmine. After 45 minutes of her repeating the same thing about some button she can't push and NOT transferring me to the supervisor, she says she set up an alert so that if my service is disconnected before i make my payment this afternoon, she will waive the reconnect fees and manually restore my service. Well, of course at 6:30 this morning my service was disconnected. Noone available to speak to before 7. At 7, spoke to Dexter who read the notes and said that he saw what Jasmine said but he himself was unable to do it and it had to be Jasmine. He said he would send a message to Jasmine. I asked for a supervisor and was told they were all in a meeting. 3 hours later I haven't heart anything so I called back. Spoke to someone (didn't get her name) who read off a speech about all the things we couldn't do and according to the notes on the account nobody told me anything about a manual re-connect. Asked for the supervisor because she kept saying she looked through the transcripts of my conversation with Jasmine, but i asked could someone review the actual recording so they can hear their employee telling me what she said. I was put on hold. 3 times she came back to tell me they were reviewing the information. Finally she comes back to say there was nothing she could do, the supervisor said so. Again I asked if someone reviewed the recording and she admitted she hadn't and couldn't. So again I ask for supervisor. Then came Cicily. The single most arrogant, condescending and rude person I have spoken to at T-Mobile ever. She proceeded to tell me there is nothing to be done to give me any help until I've made a payment. I asked her if she reviewed the recording, she said she didn't need to. Repeated the payment speech 3 more times. I asked again if she reviewed the recording, then she told me i was interrupting her. I let her finish everything she wanted to say. Then I asked again if someone would review the tape so that they could see i wasn't making it up. She finally said she did hear toward the end of the call that Jasmine did in fact tell me she would manually reconnect my service, but that she was wrong and should not have said that and that I didn't need to know what was going to happen to Jasmine (which i didn't ask). I said, so you know that i was given incorrect info after repeatedly asking for a supervisor and there is still nothing you can do to help me. She then repeated her make a payment speech. I asked to speak to her supervisor to which she replied "I am the supervisor". So I again asked for someone above her in the organization chart. She said there is "no one else here". I said so is there any one anywhere I could speak to. She said no. I asked her name and she gave it. I told her i would be listing her name as the reason i'm leaving a company that i have loved for almost 20 years and her response was "that's fine". I am livid. I understand that it is my responsibility to pay my bill on time and this is hardly the first time i've been late. But I have always paid my bill (a pretty substantial bill i might add), but in this terrifying economy where most of us live paycheck to paycheck, you mean to tell me that a few hours extension is too much to give a longtime, loyal customer? And to be spoken to in such a manner. ABSOLUTELY LIVID!! Thanks to Cicely, When my paycheck does hit this afternoon, I will be using it to take AT&T up on one of the many offers i have declined in the past due to my loyalty to T-Mobile.
20 Year T-Mobile Customer - Customer Service had become very inadequate, terrible. Rude.
ExtremelyPoor Customer Support. I will try to be as brief as possible. My family has been with T-Mobile for 20 years. In 2015 I purchased an iPhone 8. With the iPhone 8 I purchased Apple support. Few weeks ago, the battery charger port on my original iPhone 8 failed, and I wassend a replacement iPhoneby T-Mobile under my extended warranty agreement of 7 years. The replacement iPhone had lots of intermittent issues. After several failed attempts yesterday I replaced my first replacement phone with a second iPhone 8 under my Apple extended warranty through T-Mobile. With the previous phone and the current one I've been trying to get assistance with issues with my Apple Watch with connection to my 2nd replacementiPhone When I called for support today, the first rep kept putting me on 'Hold' the phone and coming back and I'm assuming to either look up or ask someone how to support an Apple product.This was also my previous experience less than a month ago on the original bad iPhone that I was sent by T-Mobile, the customer service rep didn't have the product knowledge and really wasted my time. So today I went through two service reps the second service rep instead of trying to fix my issue with my Apple Watch. Wanted to sell me another line for $10 for my Apple Watch. After clearly explaining why I was calling this individual ignored that and wanted to sell me a service. Instead of addressing my needs. I requested a supervisor and then after the supervisor, C., Team Coach, being actually kind of rude to me, ask me if I wanted to add a additional line to my watch after I clearly told her why I was calling and why I wanted to speak to her. She just wanted to clarify. The Team Coach kept interrupting me and speaking over me. I hope the conversating was recorded by T-Mobile I was shocked. I'm extremely frustrated. The supervisor continued to interrupt me as I was trying to explain the situation to her andshe kept assuring me how good she was with Apple products, but would never be quiet enough long enough for me to get the issue resolved so I finally just hung up. If there's anyone here, who's getting ready to switch to another cellular service recommendations are requested. I'm not sure what is happened with T-Mobile's customer service. I put up with bad cell reception for two decades because of customer service with T-Mobile was excellent. Apparently that's no longer the case and no longer reason to stay with them. I've invested literally thousands of dollars in multiple phones, Apple devices and accessories through T-Mobile. Why do I keep receiving bad iPhone from them? No Q.C.? I guess if you area legacy customer T-Mobileis no longer concerned about customer retention. T-Mobile will be losing five customers in the next 60days and I noticed from the comments my family is not the only oneleaving T-Mobile, disappointing. Greg B - Houston Texas xxx.xxx.4523Trade In Credit Scam
Purchased new IPhone 13 because of the $800 promo credit offered for trading in my device. Store tells me I will receive a send back kit to return my device. No kit arrives, so I take it upon myself to contact customer service since the website does not allow me to request a send back kit. Explain the situation to the rep and they say they will send me a kit. Receive kit, send phone back. Phone is received. Check my account to see a $175 credit. Think to myself what is this? Contact customer service and they tell me they sent the wrong "return kit" and that kit is only for a buy back credit. Furious…explain the situation and am assured they have noted on my account that I should get the promotion and will remove the $175 credit and that I will see it on next bill. Don't see it…repeat process by calling in to again hear I have "noted it on your account and see a manager has approved". Receive new bill…still not fixed. Fix It! I have screenshots and video of the condition of the phone I sent andconversations assuring me it was fixed. So give me my money or send back the pristine phone I sent in that is worth more than your lame $175 offer.
T-Mobile, fix your customer service. It is extremely poor
You outsourced your customer service at the expense of your customers and you're not listening to all of the complaints you're getting. I have wasted hours(not minutes) on the phone with customer service because our conversations keep getting lost in translation and they do not understand how to handle complicated issues, so we keep going around and around in circles. I couldn't even open an account and get a device at the physical T-mobile store because you guys ran multiple credit checks on me because of the extremely poor customer service on the phone. And in the end I couldn't even get my device, and all I got was a lower credit score. Thanks T-mobile.
Horrible Customer Service Experience
Been with T-Mobile for 19 years, never a late payment and outside of calling to upgrade phones or do so in a store a couple times, never call for help with anything. I recently got an upgrade to an Iphone 15 Pro Max and while doing so over the phone I asked the rep if the $225 bill credit would be applied to my device directly and she assured me that it would be. Fast forward to when I get the phone and my trade in is received, it shows up as a bill credit on my balance - not my device. I figure no problem I call customer service and ask for help they assure me that it will be handled and apologize for the trouble. I wait and notice it doesn't get updated and eventually I'm calling once per week to ask for status even when I'm being assured that it's going to be handled and applied to my device as they said it would. Finally today, I called again for help because I noticed it still wasn't applied. I got a rep named Zaria (ID Number 9992511365) based in the Albuquerque branch of T-Mobile who told me I should have read what I signed because I only get it applied to my device if I do it in person. I said I asked this exact question and they told me it would be and not to worry. She says "Read what you sign!". I'm not that guy usually but I asked to speak to her supervisor and got a guy named Greg - nice enough guy who gave me a $40 bill credit for my trouble which averages out to $10 an hour for the time I've wasted on this. Greg assured me that Zaria would be looked into and she needs to be. I requested that the call be listened to and evaluated and will place complaints here, BBB, google and anywhere else I can. No one deserves to be disrespected like this rep did to me. Her treatment of a 19 year customer was horrible and it will be the reason I end up cancelling T-Mobile when I pay this device off.
Incredibly horrible incompetent service!
A warning to prospective and current T-Mobile customers...Reconsider this company as your provider if you expect to ever get a phone unlocked and able to be reused. (despite all of their specific criteria being met) - All customer service calls get forwarded to a call center in India where they have no idea how to correct common problems. The primary goal is to prevent the call from being escalated to the floor manager. Even after it is escalated, the managers don't know how to correct common in-houseissues. Even more unfortunate is the factthe local T-Mobile employees who are extremely helpful have no control over this as T-Mobile has implemented a system which prevents common issues from being resolved. Most customers give up and purchase a new phone from a new carrier. Currently I have over 24 hours invested in an attempt to get a single phone unlocked. The wonderful local employees at T-Mobile (ErikFarmer and Matt Maes) have also spent in excess of (7) hours attempting to resolve this issue. Unfortunately, they also have to contact the call center with the same results. I have an appointment tomorrow with an attorney to discuss a possible lawsuit. I have several other people I know with the same problem. My discussion with the attorney will discuss the possibility of a class action lawsuit as I'm sure there are manyother past customers with this issue.
lied to
Has anyone else been lied to by multiple T-Mobile representatives? I was told almost four months ago that unlimited home internet would be a maximum wait of two weeks … based on that and the combined price I signed up for the phone service. After several representatives told me multiple different things I was finally sent everything to get set up, after four days our internet came to basically a standstill.. upon calling I was informed that the high speed still wasn't available and at this point the "supervisor " had to admit that I had been lied to based on the chat log… still nothing could or would be done because NONE of the EXPERTS were under her and just so happens she also couldn't put me in contact with any of the supervisors that were in charge of these people… almost comical… I should have came here and searched "lied to" . Seems pretty common for these people to not tell the truth!malo
I regret terribly that I switched from Cricket to TMobile!!!!! I have spoke with 5 different people and my situation is still unsolved, NOBODY dis what they promised and it has caused a very emotional trip on me due to this, I would not recommend NOBODY and I mean NOBODY EVER SWITCH TO THIS SERVICE!!!! I was with Cricket for 13 years, the only reason I switched was because the Christmas promo they had and IT WAS THE WORST MISTAKE OF MY LIFE
