Anyone else experienced a PAID line being added to their account without your authorization, and then had issues with T-Mobile when trying to remove the added line and get a refund?
Upgraded and bought a new iPhone in a T-Mobile store on 04/22/2022 - I am unfortanely just now noticing after reviewing my yearly reports for tax season approaching, that there was a data line added to my services/bill on the same day, for an apple watch?! The charge was insignificant in cost enough for me to never notice too much of a difference, and the sales representative in the store explained to me the new bill amount and an increase being due to the monthly amount I would be charged for the iPhone payment plan option to pay month for a phone instead of paying in full. I am now trying to have the line removed but the customer service dept. has only tried to tell me I am wrong and that I activated this on my own MONTHS prior to 4/22/22, which is so far from true. I have only ever used my apple watch on wifi/connected to my phone via bluetooth. After reviewing my usuage overview for 2022, each month shows the additional line and every month has 0.00GB of data used. I found this information through my t-mobile account but yet the customer service reps I've spoken to (which has been several now) all seem incompentent and unable to find similar information to show that this change was unauthorized. In addition, the representatives only focus seems to be on conversion or a new sale, rather than doing actual customer service. What happens to customer service??? Anyone had similar experiences? What did you have to do to get T-Mobile to cooperate and help? Do I need to file claim with the Better Business Bureau you think? Anyone filed with the BBB before, and if so, did you have any good results from it? I just want a line removed and something credited to my account for the near year I have paid for a service I never signed up for or authorized,and it seems impossible.
Completely disregarding any customer's concerns or ability to get help...
I'm writing this out of complete frustration and anger with some apparent "changes" to the Customer Care outlet/option that T-mobile provides. To preface all of this; I have been a T-mobile customer for over 25 years now, and there was a legit reason that that has been the case. T-mobile had been (until just recently), the "spotlight" service provider, out of all of the major players in the market. This has unfortunately taken a pretty disgusting turn; My account information has been compromised, and I have plenty of proof to show that it's some entity that gained access to T-mobile's system. I hadn't been privy to some important information previously (and T-mobile certainly didn't make it known to me), but a situation that I'm (still) dealing with, makes it BLATANTLY OBVIOUS that some person/group/entity has gotten my account's personal information, that ONLY would be found viamy family plan with T-mobile, and I have done some research following this situation: - T-mobile has had at least 3 major security breaches since 2020. At least one of these resulted in T-mobile settling out-of-court in a class action lawsuit, for something like $31,000,000.00 (without admitting fault). I personally did not get any notification of this happening, or the hack even happening, so I have zero clue if it applied to me and my information. But again, I am experiencing a situation that leaves no question, that someone has accessed information they could ONLY have gotten from accessing the T-mobile system. - As I mentioned above, I have been a T-mobile customer for over 25 years. I mention this, because it was somewhere around year 22 or so, that we were told that our "loyalty" as T-mobile customers for so long, would allow us access to a "dedicated" group of "Customer Care" individuals, every time we called 6-1-1. To their credit, that actually DID happen for a decent amount of time (but it's hard to say how long, because needing to call 6-1-1 wasn't very often). BUT NOW, when I call 6-1-1 or even the general 1-800 number for "Customer Care," I will have to wait on hold for no less than 30 minutes (I say this with conviction, because I've tested it out MANY times now, and have also started taking screen shots). It is not a joke when I say 30-minute wait, because I can literally watch the timer on my call get past 30 minutes, and ONLY THEN does someone answer. BUT ALSO, anyone that answers, is ONLY someone from a subcontracted call center in the Phillipines. I have NOTHING AGAINST THE PHILLIPINES OR PHILLIPINO PEOPLE. I want to make that absolutely clear. The reason that getting connected with any T-mobile representative in the Phillipines is terrible, is that T-Mobile DOES NOT GIVE THESE REPRESENTATIVES THE FULL ACCESS TO INFORMATION ABOUT A CUSTOMER'S ACCOUNT, so effectively, they can't doto actually help! It's beyond frustrating, and arguably a violation of the Terms and Conditions related to a customer's account and contractual obligations with T-mobile. T-mobile is NOT providing the service they have agreed to, full stop. You cannot connect a customer/user, with a team of individuals in the Phillipines, who themselves DO NOT HAVE COMPLETE ACCESS TO THE INFORMATION THAT IS NEEDED TO ADDRESS A CUSTOMER'S ISSUE(S). The whole situation is a trash money-grab by T-mobile, to cut cost by NOT paying individuals in the United States for these jobs, outsourcing the responsibilities to subcontracted (not considered T-mobile employees even) Philippine call centers who pay their employees exponentially less than what someone in the United States would be guaranteed by law, AND T-mobile doesn't even equip the individuals answering the calls in the Phillipines with enough ACCESS TO INFORMATION TO EVEN SOLVE THE ISSUES THAT ANY GIVEN CUSTOMER/CLIENT IS NEEDING HELP WITH! It's an absoluteshow, and it is all completely intentional on T-mobile's part. This situation is all completely by design. I challenge ANYONE reading this, to attempt to reach a "Customer Care" representative in the United States. At the bottom of this post, I will leave every one of the numbers I can find for T-mobile, and I wish you the best of luck. IF it turns out that this situation is specific to me alone (which I highly doubt), then it STILL would show that the process of T-mobile for addressing issues with a customer, is HIGHLY FLAWED. - As mentioned above, the individuals in the call centers in the Phillipines, DO NOT even have access to the full details of any customer's account. This is problematic on so so so many levels, but it's even worse when they are THE ONLY option that any customer is given, when said customer is trying to address a problem. If the individuals whom T-mobile has hired to take care of "Customer Care," cannot even do their job of "caring for a customer" fully, then it's T-mobile who has set up a system to fail. - It is nearly impossible to reach a representative from T-mobile, that is actually in the United States (at least inmy experience, and if it's different for anyone reading this, then it means all account aren't being treated the same). My suggestion, is to bombard any and all avenues of T-mobile's areas of contact, and present your issue(s). This type of action will most definitely get the attention of those in "decision making" positions, because the complaints from each and every one of the departments will be impossible to ignore. Below is the list of phone numbers that I've been able to curate. I'm absolutely positive that there are more, but most of the individuals I've asked for phone contacts (individuals that ARE ACTUALLY EMPLOYEES OF A CELLULAR SERVICE PROVIDER), have actually attempted to provide me with a mailing address (to send a hand-written letter) or a fax number (I'm 43 and I don't know when the last time I saw a fax machine was). In summation; T-Mobile has abandoned it's customer base, for the sake of the ever-pressing dollar. The company has done so, with complete disregard for it's clientele, and without even a modicum of acknowledgement to the customers themselves. What's EVEN WORSE, is their newest line of commercials they have released, which claim things that TOTALLY CONTRADICT WHAT THEY ARE ACTUALLY DOING IN ACTION. So so so so SO disappointing… Accounts Fraud: 877.382.4357 Customer Service for Accounts: 855.478.2195 ForT-MobileFor Business:1-844-290-1058 Consumer Sales:1-800-T-MOBILE T-MobileHigh Speed Home Internet Sales:1-866-409-9215 T-MobileHome Internet Tech Support:1-866-419-2853 International callers:1-505-998-3793 Bill pay:1-877-453-1304
Why does T-Mobile limit Internet speed via hotspot by 1000 times? (Unlimited Plus, no traffic spent)
Hello, I connected a new "Unlimited Plus" plan to two of my mobile numbers in order to be able to share the Internet to another device. Speed test on the phone - 500-600 mbps. (In fact, these are relatively "laboratory" values. It is clear that when using, for example, YouTube, such a speed is not even close) When testing Internet speed on another device through a hotspot (hotspot from my phone with T-mobile, of course) - the speed is 0.3-0.5 mbps. This speed was immediate, on the day the new plan was activated. Therefore, there is no talk of a 10GB limit yet. I contacted T-mobile support many times, they are useless. We left a request (ticket) and had to respond within 3 days. It's been 2 weeks already. The other day I asked support about this ticket - they ignored the question. I asked for a call back - agreed and confirmed. There was no call. Disgusting service. I will change my mobile operator.I switched to Go5GPlus but it hasn't started yet. Every time I contact customer service they tell me it has been taken care of, but service has not changed.
I switched my plan to Go5G Plus but it hasn't started yet. Every time I contact customer service they tell me it has been taken care of, or that it will start within one or two days, but service has not changed. Is there a delay in switching service?needs to stop
what a joke now you guys making us use bankinfo to pay my bills now. and It'sbeen7 years and still can'tchange or even orderon yourwebsiteand app. and you guys also missing uppeople'sbills all the time. bad idea and badmove for T- mobile i never missed a paymentfor 7 years andI'malways getting my bills missed up. and t mobileCheapsout on customer service’ getting people from thePhilippines they are very uneducated. not to bemean. i have to call 4 or more times to get things fixed on my account. i can go on and on. if my locationhadanothernetwork ill be gone LOL
Reactivate my canceled line
I live outside the US and travel there several times, but due to the pandemic, it has been a long time since I last visited. "I forgot to refill my prepaid line today. Earlier, I received an email informing me that my line has been canceled. To reactivate it, I was instructed to visit the t-mobile.com website or call the 1-800 number. However, I couldn't find a solution on the website, and when I called, I was kept waiting on hold without any assistance. Should I persist and try again, or should I give up and buy another SIM card during my next visit?
