Within hours of having my new phone it was actually shut off all ready. I called the customer service and was promptly transferred to India, a very unpleasant surprise. I tried to explain to them what had happened, communication was rather difficult...even when they could understand they had no idea what to do. They kept telling me that I haven't paid my bill and my phone was shut off for this reason. I explained to them I just received the phone that day and how could it possibly be a late payment when I've never had a bill yet, which to most people is pretty self explanatory. To make a long story short somehow they lost my credit card payment even though when I check my credit card statement it's been paid and I got a confirmation number and received the phone. It obviously was paid... But trying to explain such a simple thing was much harder than I anticipated not only the complete lack of communication but the complete incompetence of the department, no one knew how to do anything I was put on hold numerous times and hung up on. I actually haven't written down all the times they have shut it off, because I keep thinking there sure to see the problem?? I call them up and have to explain the same thing again, over and over...day after day. I have been told numerous times that I have to send a copy of the credit card statement to them, which I have. In fact 4 times The third time I faxed it, I even called right back and asked them to go to the fax machine and confirm they got, they said they had received it and they would contact me and 3 to 4 days. Well I never head anything from then again so I called back, and I got the same story “They never received the statement... please fax it to them and they will get back to me in 3 to 4 days?” Now the phone's been off since April 26... I've called and called numerous times with the same results every time... How is it my fault if your company lost my payment, I made it... you received it and lost it.

Phone is still off, has been for the last ten days.

purchased phone from t-mobile website, phone was defective, spent 45minutes with t-mobile trying to get phone to work, sent phone back to t-mobile with return authorization(had phone 2 DAYS), called to check on refund was told t-mobile does not give refunds on phones, this is crazy, Radio Shack will give you (30) days to return phone for a refund!!WARNING, MAKE SURE IF YOU BUY A T-MOBILE PHONE YOU INTEND TO KEEP IT!!!

Recently the trackball on my Blackberry locked up. I called T-mobile to see what my options were. They had me check the water damage sticker on the inside and said as long as there was no water damage, the phone was under warranty and would be replaced for free. The sticker was still all white, so all was good and they mailed me a refurbished phone and a sticker for sending them my phone. A few weeks later, there was $234 fee on my account. At first the customer service said they did not have the info on what it was for, but after a bit of calling, I found it was an "Out of Warranty Fee". They said the phone I sent them had internal screen damage so the fee was charged. I have called and called and there seems to be nothing I can do. I keep old phones around just in case. I would never have agreed to pay $234 for a phone, especially not a used phone. This is even $100 more than if I had gone through the insurance I pay every month for. I feel screwed and I feel angry. I also feel helpless.

Purchased a blackberry bold from T-Mobile with the guidance that it could be used as a modem for my computer. I brought it home set it up and it worked great for a while. Recently, the phone became incapable of operating as a modem. I knew I was connecting just fine as it continuously brought me to a T-Mobile website. I called T-Mobile to resolve the matter and was told that they do not support tethering with blackberry phones and I would have to go and purchase another phone that they supported for this feature. I informed them that I specifically asked the sales person at the T-Mobile store and was told that the phone was capable of this service. All I received was a shallow apology and basically too bad we don't care. Advice to all, stay away from this company. They are crooked and treat their customers poorly. They are unwilling to compromise or assist in correcting their errors or failures. If you want a lot of headaches and frustration than they are the company for you, but if you don't then it would be in your best interest to seek business elsewhere.

To similar complaintants, do not bother contacting Robert Dotson. He already stepped down as T-mobile CEO. You may not also receive a response back from their Executive Customer Service email address. Your best bet would be to file a complaint with the BBB, FCC, and State Attorney General. In my case, T-mobile finally agreed to credit the $300+ fee after my BBB complaint. Yet somehow in their response they managed to deny any fault/responsibility on their part- go figure. Here was my original complaint to BBB:
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I'm filing a complaint against my cell phone provider, T-mobile, because T-mobile has wrongfully billed us of an one time charge of $327.99 and is unwilling to waive the charge. My entire family and I have been customers of T-mobile for many years.

On August 23, 2010, I renewed our two year contract with T-mobile and purchased a Samsung Vibrant at PhoneX, a T-mobile retail store. However, the Samsung Vibrant started having trouble turning off and on. The phone was never dropped and always had a protective covering. On January 15, 2011, My husband and I brought the phone back to PhoneX. The employee at the store inspected both the outside and inside of the phone (took the phone apart) in front of us. He called T-mobile and put in the exchange request for me. I asked him multiple times if this exchange is free and whether I would be charged for anything, and he said NO since there was no physical damage and ensured us that the shipping fee was all we had to pay.

However, when we received our February statement, a whopping $327.99 was charged as a one-time fee. Below is the documentation of the phone exchanges that took place afterwards with T-mobile consumer service. Please note that some names were not spelled out over the phone so I had to guess on the spelling.

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3/4/11 evening:
Angela- Angela says that the phone was charged because although no outside damage was found with the phone, there was "inside damage." I say, of course there was inside damage because it was a defective phone from the get-go! She was not able to provide any evidence of where exactly the phone was damaged. I tell her that since my T-mobile store employees already checked the phone, that either the phone was damaged on the way to the return center or the examiner there purposely damaged it. She could not provide an answer and transferred me to her supervisor Herbetta.

Herbetta- Herbetta says that there's no way that I would get a defective phone because all phones are checked when they leave the manufacturer. (Toyota probably said the same thing by the way). I ask her why T-mobile even offer warranty if all phones are PERFECT. She offers to reduce my fee in half as part of "good will." I told her that is unacceptable and that I will not pay a penny. She transfers me to her manager Victor.

Victor (ID: 0732260) -Victor tells me that my T-mobile store was not really a T-mobile store but a dealer. I tell him that since the store carries T-mobile phones and sells your plans, how could the customer possibly distinguish which is a store is completely T-mobile which one isn't? I explain to him that the store employees had verified the return process on the phone with someone else at T-mobile. Victor also offers me a 50% reduction which I do not accept. Victor tells me that he will look into the records of what exactly was wrong with the phone and pull up the phone conversation that took place with the PhoneX employee on the day the return request was made. He tells me he will give me call back at 11AM the next day. He never called.

3/30/11 evening:
Pammy - She transfers me to her manager Anaette.

Anaette (ID: 1244439)- I tell her that I want to speak to Victor and gave her the ID number. She tells me that she doesn't know of a Victor and that the ID number doesn't exist. She denies that anyone at T-mobile ever offered the 50% reduction. I ask her to provide evidence of where the phone was damaged or just return the phone to me so I can get a third party to look at it. She says that she can't do either and hangs up on me.

3/31/11 and 4/4/11:
I go on the web and I find the email and number for T-mobile's Executive Customer Service team. I send an email on each day nd receive no response. I also call the number provided for the Executive Customer Service team only to be sent directly to a voicemail box that says that it's currently full in messages.

4/5/11 afternoon:
I find the number of Robert Dotson (T-mobile CEO) on the web and call the number. I learn from the operator that he's no longer with the company and she transfers me to someone else's voicemail so I can leave a message.

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During this time, PhoneX has also called T-mobile customer service numerous times to explain the situation on our behalf and told me that a T-mobile customer service rep will call me to provide a resolution or evidence. I never received any calls. The PhoneX senior store manager is also willing to provide a statement if requested.