T-Mobile
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Category: Services
Contact Information
9838 Kester Ave., North Hills, California, United States
Phone number: 626-318-8131
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T-Mobile Reviews
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Bonny
December 25, 2008
Fraud and cheating
In August I was offered a choice to upgrade my phone with them, but I chose to wait until they brought out there touch screen phones and was told that my full upgrade discount would still be available. WOW! Was I ever wrong! I went on the website and to upgrade my phone and the prices were more than if I was a new customer. I contacted customer service and was ever so told that since I didn't upgrade in August I missed my chance and that I have to wait 22 months for another chance to upgrade. I have been with this company for over 3 years.
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Loneranger
December 22, 2008
Billing
They are always looking to nickel and dime. Bills never come in a timely manner, due on the 7th and late charge assessed on the 8th, no grace period. Very poor customer service, they won't give you a last name, no accountability and they never properly note your account. Have called many, many times about my bill not coming on time and it not being available online but they don't care, they just want your money or an excuse to charge late charges. There should be a law against no grace period!
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Loneranger
December 22, 2008
Billing
They are always looking to nickel and dime. Bills never come in a timely manner, due on the 7th and late charge assessed on the 8th, no grace period. Very poor customer service, they won't give you a last name, no accountability and they never probably note your account. Have called many, many times about my bill not coming on time and it not being available online but they don't care, they just want there money or an excuse to charge late charges. There should be a law against no grace period!
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Isabelle
December 19, 2008
Fraud and cheating
I am having lots of issues with Tmobile and TLC. First of all, I had to report them to the BBB four times before they sent me my husband's booking request form. Then they called me last week to book a flight for this week, of course I had already purchased the tickets.
Then the representatives proceeded to tell me that they do not have my husband's name in the system, I need to send them the booking request form. I have proof that TLC received the booking request form, it was sent certified mail and they signed for it three months ago.
I reported them to the BBB again and got a call from Elizabeth Powers, I left her two messages and she has not called me back.
This promotion was a scam and someone needs to start a class action. I am in the process of contacting a few class action attorneys to see what can be done. Obviously I'm not the only one having these issues. There are stories all over the internet similar to mine. Tmobile/TLC are running a scam together and all they do is play mind games by telling customers to contact the other one.
There needs to be a class action where even if we cannot get our flights we get compensated from the two year contract we were tricked to sign up for. It is now December 2008, the booking request form expire in March 2009 and TLC wants to send me another booking request from for my husband even though they signed for it three months ago. I still have a copy of the return receipt.
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Mathew
December 18, 2008
Scam and cheating
The G1 (google phone) from t-mobile has severe problems in getting cellular or data signals and t-mobile refuses to give a refund. I was anxious to get the new Google phone and only t-mobile offers it so far. I bought it 11/3/2008 and couldn't wait to use it's data service to get on the internet. Well it didn't work most of the time and when it did it was slower than a 1200 baud modem.
After a couple days I called t-mobile customer service and they knew less that I did about the phone. So I got on the site and checked the forums to make sure it was set up correctly and still no luck. I called back later and the CS staff were still clueless. Finally on 11/20 I demanded a supervisor and they opened a service request but would not be able to get back to me for 72 hours.
No one got back to me and I called again on 11/24. I finally got and 'advanced technician' and he assured me the problem would get fixed and he would be the last person I needed to talk to. Well, it did not get fixed and I was very annoyed because I was at work and I thought this would be a short call. Wrong, and the steps I went through left me with a brick and he thought I needed a replacement and I should call from home and ask for a replacement. When I got home I was finally able to reboot the G1 and I called t-mobile again but they refused to send a replacement. I talked to a Manager who said she would definitely get my problem resolved.
Wrong again so the next day I went to Costco and they gave me a replacement. The 3G worked a little bit better but would always drop back to Edge and get so slow that the pages would not even load. I left a voice mail for the manager and never got a call back. But I got a call from a local number saying the cells looked ok in my area. I called him on 12/2 and never got a call back either. And when I got to work there was no cell (or data) service at all.
So when I called again on 12/4 I was told by a supervisor this would really be fixed for good this time. She would get all the service requests out right away and they should know something in 72 hours. What is interesting is that I have to repeat the same information on each call. They don't remember my home and work addresses and they don't remember that I get no signal so when they call my cell phone there is no answer. Even though each time I've told them to call my home number.
I got a call back on 12/11 and told them I still did not get a cell signal (no bars) at work and the cell and data reception was intermittent. Well the wrong the tickets were done and new ones had to be done. And, oh by the way, you will have to wait 72 hours again.
This was too much and I asked for a refund but was told I could only get $5 from her and I needed to talk to a supervisor. The supervisor said no to a refund for the last/first month where I've had no consistent service at home and no service at all at work. Or if I wanted she could cancel the service but I would have to pay the termination fee. I asked to speak to a manager and she said NO to that also. The best she could do was give her a message and – you guessed it – I would have to wait another 72 hours.
Phoenix and Scottsdale are large areas and there is no excuse for not having service in these areas. My prior cell phone company did. Plus, t-mobile's own web site shows the coverage in both my home and work locations to be excellent. I counted on that information to be honest before deciding to change to t-mobile. Now because of their stall tactics I'm locked into a contract. I have yet to contact the FCC to see if what they are doing is legal or not and I still have to talk with Costco to see what options are there.
I hope others learn from my experience and avoid T-Mobile. They cannot provide the cellular service they promise and their Customer Service is the worst of any cell phone company I've experienced or heard about.
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Seeing Red in Alabama
December 15, 2008
additional charges, wrong information
I spent almost 2 hours with a local rep to switch our phone plan to a less expensive family plan for 8 lines. Then, when I called corporate T-Mobile service, I spent another hour and a half trying to get them to understand our plan change only to find out the rep had given us wrong information to begin with and our "new" plan was not legitimate so I spent more time trying to figure out what to do with back and forth phone calls. Finally, when I agreed to the final contract, the corporate service rep said, "An you know it's an additional $10 per line?" and that's when I blew up. This, also, was never explained. I was so frustrated that I spoke words in a tone I never use! I feel deceived! Information was withheld or incorrect through the entire process.
Do not trust T-Mobile's service reps!
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Osvald
December 15, 2008
Rebate scam
I purchased a motorola W490 from the T-Mobile site which offered a $50.00 mail in rebate. within a week of recieving the phone and all paperwork I sent in the complete rebate form. In 6 weeks I was told that I purchased the phone in "invalad date". NOT POSSIBLE
A year and a half ago I was out of the country and a simmilar thing happened to my wife, she quit trying to recieve the rebate - Now T-Mobile promised us $50.00 2 times and hasn't delivered.
Time for another cell phone company.
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Katy
December 12, 2008
Terrible experience
First of all without knowledge that the 2 t-mobiles in the mall were not connected we bought 2 new phones because the ones we had didn't work right. After the purchase the guy told us we had a 2 year contract and told us that the 2 stores were not affiliated so we had to get a 2 year contract. If I wouldn't have known right away I would have went to the one we got them from.
After a year of problems with the new phones and sending them back about 4 times a piece. We called customer service with a problem with the one phone and they told us they would call back in 3 days to see if it still was dropping calls and the screen was going blank. We then went to the store to buy a new one without extending our contract so we didn't have to wait. They basically wouldn't help us. They kept telling us it would take 7-10 days.
We kept telling her we wanted one that night. She kept saying that we could get a phone with out extending our contract and we could get one that night but it would take 7-10 days. As I was leaving they ordered a phone without me giving them the go ahead. I told them to discontinue the ordered phone and they wouldn't. When I called the company the lady said I could discontinue it. She came back on the phone and was rudw then and said it happened an hour before and they couldn't discontinue it.
Really it was no more than a half hour. She said I was lieing and told me basically she didn't care if I left and that I would have to pay $400 fee to leave early. I said if I was satisfied with the customer service I wouldn't want to leave. We tried to contact them again and the lady was very rude again and we got told that it wasn't their problem that these were our only phones we had. She also said she didn't care that we got bad customer service and it wasn't her problem.
They also called about a week later looking for the ordered phone and wanting money for it or it back I said I sent it back and that I didn't even want it because I wanting one that night. The lady looked into it and said she found it and it was on its way back. Basically all in all they were very rude and unwilling to help. We told them we were going to turn them in and she said she didn't care.
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December 4, 2008
Flex Pay refund problems
I have been waiting 5 months for two separate flexpay refunds for 2 accounts that were cancelled several days before the monthly renewal dates, yet my credit cards were charged one week before the renewal dates.
I have called twice, gotten run arounds, get monthly bills with refund amounts stated on them, yet nothing happens.
Since it has happened to two separate accounts, it appears to be not a fluke but company policy to hand on to refunds until customers become irate. How else can you explain this? This is the stuff of class action law suits, and I am going to look into this, - since I am typing this while waiting on hold for 30 minutes while some ding dong gets his supervisor�s approval to credit the first refund.
I am still needing to go through all this a second time to get the second refund? How unprofessional!
OK, so it has now been over 30 minutes on hold waiting for authorization, and NOW � I have been cut off and no resolution has been confirmed. I don�t know the outcome of the first resolution attempt.
This is most aggravating. NOW the phone relayed to someone speaking broken English with a broken phone connection. I tried to start in on the second refund request, but was unable to communicate with them. Bear in mind this is a PHONE company! So I�ve given up and called my credit card company for them to take over and resolve the dispute.
This has been one of the most dissatisfying experiences with any company. T-Mobile is a LOUSY Organization! DON�T risk doing business with them!
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December 1, 2008
Fraud and cheating
I purchased three T-Mobile To Go Phones about 6 months ago and have enjoyed their service until a ** Free Message** was broadcast to all 3 of my phones stating that effective 8/15/2006 all incoming text messages would no longer be free, now they eill be charged at a rate of $.05.
This is not as advertised on their website and Terms of Service Agreement (no Contract for TO GO service). This is a classic bait and switch tactic that should not be tolerated. As of this date 7/12/2006 they are still advertising on their website that all incoming text messages are free. This is misleading to all of their potential customers and their current customers.
Since I now have no control over who text messages me and there is no way for them to deactivate the incoming text or restrict it to an approved incoming list, I find this a blatant disregard for my ability to control my T -Mobile Phone expenses. It is not in the same realm as a wrong number to my phone because I have the option of not answering the number if I do not recognize it on my caller id. I purchased these phones under the premise and promise of free incoming messages and an understanding that I would be charged for outgoing only.
When I contacted customer service I was given a fax number and told that the reason there are no phone numbers or email addresses to go further up the corporate ladder was because T -Mobile was well aware of how displeased their To Go customers are going to be over upcoming changes. This stated directly to me by the Customer service Supervisor.
I feel that if T -Mobile To Go insists on going forward with this rate increase, bait & switch then all of the TO GO customers who are affected should be able to return their phones for a refund of the purchase price of the phone and any unused available balance so that we may seek a new carrier that will not advertise a free service only to begin charging us for this service. According to their terms and conditions we are only able to dispute this for the first 14 days otherwise it will be assumed that we agree to the new Terms. So hurry up and disagree T -Mobile To Go Customers!
I am searching for information on if a class action is possible or viable for this blatant scam / Rip - Off.
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