"Consumer Reviews on Companies, Products and Services"

T-Mobile

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Category: Services

Contact Information
9838 Kester Ave., North Hills, California, United States

Phone number: 626-318-8131

T-Mobile Reviews

January 17, 2008
Scam and cheating!
It all began on 09/15/2007, I called T-Mobile to inform them my fairly new cell phone was not working. I was told that I had to take it in to the store to check for water damage, etc. and to see if it was replaceable under warranty.

On 09/26/2007, I went into the T-Mobile store and the representative there by the name of Herby helped me and checked the phone and stated it was defective. He then contacted T-Mobile and was told that I would be receiving a refurbished phone with return label to send back original.

10/1/2007 (Approximate) I received my refurbished phone in the mail. Guess what? My replacement phone for my original defective phone was also defective. I was so upset that I did not want to deal with T-Mobile at that time.

10/15/2007 Called customer service to inform them that the replacement phone they had sent was also defective. Was informed that I had to take the phone back to T-Mobile store to check for water damage, etc. I then informed them that I did not have time waste and continue to go to the T-Mobile store for their mistake. Mistake of not making sure the replacement actually worked. I told them that I would have to see when I would be available to go back into the store. I was told that it was fine and had time.

10/31/2007 Went in to T-Mobile store to check phone again for defectiveness. At that time I was really upset since I paid full price for the phone $450.00 with taxes, and was getting a refurbished phone. This did not make sense! I was offered a new cell phone but the replacement cell phone is actually cheaper than my phone and did not have the capabilities my MDA does. After much dispute with the T-Mobile clerk she contacted technical support. I spoke to a supervisor who was very rude and did not help at all. He stated all that he could do was replace the replacement. I would then be on my third MDA. Supervisor told me in front of T-Mobile clerk over the phone that he would send out replacement and once I received it to return the original phone, and the first replacement.

11/15/2007 Contacted T-Mobile that I had not received replacement and was waiting to receive the phone to return the original and second replacement. Was then informed that it would be sent out as soon as possible that there was a back order on the phone and did not have refurbished ones in stock. How can you not have inventory on a phone you have sold. I hung up.

12/21/2007 Called T-Mobile again and was told that a replacement was never sent because I did not send in my original phone. I did not send it in because I was told to send back the orginal and the first replacement when I received the new replacement. I couldn't believe all the chaos. At that time I told the representative that I would be sending it in that day and she said it was fine. Never once did she say it was too late to send phone back and receive a credit for the restocking fee. Was told that I would receive credit on of before 12/30/2007.

12/24/2007 Tracked the phone they received it on 12/24/2007 and called in the same day. I was told that it was still in the process.

12/31/2007 Called T-Mobile and was told that I would not be getting the restocking fee back and that I would have to pay $505.36, may I mention the phone cost was $399.99 plus tax approximately $450.00. So how can they charge $505.36 for a phone that was never that much to begin with.

First, he stated that I was being charged the restocking fee because my phone had water damage. I then stated, 'how can it have water damage when a T-Mobile representative at the T-Mobile store checked the phone for water damage and stated that it was just defective there was no water damage and she called it in to get the new replacement.' He then sounded confused and changed his story.

Then he stated that I had passed that return time frame and would have to pay this restocking fee. I explained all the issues I had and was told by the representative that there was no one, I mean no one, at this time, that could reverse the charges. I then told them how could they charge $505.36 and keep the phone. The guy did not know what he was talking about. He stated, 'you have a refurbished phone that we sent to you that is why you're paying the restocking fee.' I then stated, 'no I'm paying the restocking fee because you're showing I did not send back the original phone which is a lie because I did and I have a tracking number from UPS to prove that someone there signed for it. The restock fee is a charge that is placed on the account if you do not return the original phone that was replaced by the refurbished phone that you sent. It's basically charging you for the replacement.' He argued for a while and I then asked to speak to supervisor.

The supervisor understood what I was saying but he then stated that there isn't a way to get the phone back. Once they receive that phone it's hard to get it back. How in the heck can you profit twice from me. 1. You have my original phone which works better that the refurbished phone they sent. 2. I have now paid for the restocking fee for the phone I sent back. I then asked to cancel my services but you know what happens then. They threaten you with the cancellation fee of $200.00.

I'm not going to give up though, I've paid this restock fee which really hurts your pocket when you have an $750.00 cell phone bill and $505.36 really isn't yours.
January 16, 2008
Billing disputes!
We have been battling with T-Moble regarding charges contact from ER Solutions regarding payments that are overdue from May 2007 through the present even though we canceled our service in May 2007. At that time we contacted T-Mobile regarding the fact that while the service was initiated in Atlanta we had moved to SC where they had no service. They attempted to route our calls through SunCom a minor pass through company that rented service from other providers. We were unhappy with the poor coverage offered by T-Mobile (SunCom) and contacted T-Mobile to request that our phone be unlocked in order that we could us another provider (AT&T). T-Mobile agreed and informed us that we would have to pay an early contract cancellation fee, to which we agreed. Since May 2007 we have not received any billings or other communication from them with the exception of a call we received regarding our failure to pay the cancellation fee. We had been waiting for T-Mobile to bill us for the Cancellation fee and after not receiving a bill for several months we just forgot about it as there other pressing issues related to our move from Atlanta to Mt Pleasant. Upon being notified of our failure to pay the fee we made a remittance of $148.00 using our AmEx card. We have been contacted by ER Solutions (T-Mobile) and informed that we never canceled our service as thus were continuing to be charged the monthly fee. This makes no sense since in May 2007 T-Mobile agreed to terminate our service and unlock our phone in order that we could use an alternative provider since they had no service in the Carolinas. I have spoken with numerous service reps. at T-Mobile and they continue to insist that our acct had not been canceled but merely suspended and thus we were liable for the monthly fee. All attempts to explain that they obviously canceled our agreement when they agreed to allow us to pay a cancellation in order to allow us to go to another provider.

I have been unable to get past the grunt service rep who has repeatedly informed me that if I failed to pay $136.40 by Jan. 14th they would turn the matter over to a third party collection agency. They refuse to admit that by allowing me they obviously would have canceled our agreement but evidently they cannot seem to figure it out.

Tom Browne.
January 16, 2008
Billing issues!
Have a complaint on T-Mobile. I called on 01/06/2008 to see why my bill was 710.00. I have been with them for almost a year and never had this problem. The rep told me to look on my statement at the overages and call back if I see a problem. I did just that and even emailed them. I called today spoke with Cindy in Corporate Office advise her of situation. All she did was keep getting an attitude with me instead of resolving the issue. I was suppose to have T-Mobile to T-Mobile calls added to my account in May when I did a different plan. I was told that my Favorite 5 can only be updated every 30 days even if your T-Mobile phone states that it is updated. Now the other calls which I was responsible for would be taking care of. I called again and the lady Jessica just made arrangements with me to pay the balance just not all at once. This company is a ridiculous wireless service. They treat their customers very rude. You would think they would show some type of courtesy since it is their fault and I have been a customer for almost a year and never had a billing issue or balance that was this high.
January 7, 2008
WATCH THOSE INTERNET OPTIONS
I went online and changed my account from 1500 minutes to 1000 minutes on 9-14-07. When i rec'd my bill in December, it was 1322.87. I have never had a bill over $60 in thefour years I have been with t-mobile. I called to tell them about their mistake when Darrin advised me when I made the change of minutes that I had selected a program with NO NIGHTS AND WEEKENDS. I advised him I didn't even know there was such a program and I have never had it before. Even after seeing and admitting that 80% of my calles were made NIGHTS AND WEEKENDS he still refused to adjust the bill. I went online to see how I could have made such an idiotic mistake and what do you know? The one option for 1000 minutes happens to be in the middle of a lineup and the only plan that does not have nights and weekends. It doesn't even tell you on that screen that it doesn't have nights and weekends ...you don't get told until after you click on it. I sent a long letter in to the company explaining the whole situation and they have still refused to adjust the bill. i think this is a SCAM! i think it's A TRICK!!!! I think it's FRAUDULENT!!!!! I have no other option but to go with another company even though I wil have to pay $200 to get out of my contract. I have always had great customer service from them and never a billing problem or any other. This is ridiculous! I am so disappointed! And I wil be broke having to pay that high phone bill!! I have filed a complaint with the BBB and consumer affairs!
December 13, 2007
T-mobile poor customer service
I am writting in regards to T-mobiles poor customer service. my problem started on 11-10-07
I called because my son's phone which was still under warranty broke and I spoke to a rep. and
he assured me he would send a replacement whithin 3 business days. to no avail, Ive been getting
the run arround ever since system down, no order formes ect.
the last person I spoke to is supposebly the suppervisor and his name was Mike employee #1325
he gave me the same excuses and told me he would call me within 72 hours to give me a confirmation
number and once I get that number it will take 3 business days to recieve my phone, I told him the last
person I spoke to gave me confirmation #00085424 he told me that number did not exist. it is now
12-14-07 so my son has been without a phone for a little over a month.
December 12, 2007
Broken Motorola
My screen freezes some buttons do not work and haven't since i got the phone but now more are acting up my phone deleted everything off the sd micro memory card that i had downloaded along with all my pictures the back of the phone seems very warm when i touch it in comparison to the rest of the phone i called in 2 times today and no one has called me back within the hour like i was told.
December 2, 2007
Rebates Not Recieved
I signed up with T-Mobile in June of 2004. I got what I thought was a decent plan at $39.99 for 600 minutes per month, a one year contract, and a Samsung phone which came with a $50 mail in rebate. I sent in all the paperwork and never got the $50 rebate. After a few aggravating months, I stopped calling T-Mobile and accepted the $50 loss. In September 2007, I decided to upgrade my phone, which also came with a $50 mail in rebate and of course I had to extend my contract with T-Mobile for another two years. I received the phone in a timely manner but with absolutely no paperwork, for the rebate, nor the charges for the new phone. I called T-Mobile days later to see why I haven’t received the bill or rebate forms and was assured that I would receive those in the mail. I never got them. I called T-Mobile again and was told to wait until the charges were put on my credit card and then to call their office to have the rebate forms sent to me. Well, it wasn’t until late November 2007 that my credit card was charged for the new phone. I called their office on December 2, 2007 to discuss this with them and the representative that helped me told me that I had to call Young America (the company that deals with all their rebate offers) to have them mail me the rebate forms. Now the representative at Young America (Lewis #493366) tells me that they cannot mail me any rebate forms, T-Mobile has to do that. So I call T-Mobile once again. This time, their representative (Jenna #0150409) tells me that they cannot mail me the rebate forms either. WHY AM I GETTING THE RUN AROUND? I don’t understand, so I request to speak to a supervisor or another representative that could better assist me and all she does is say, “I understand how you feel, but there is nothing that we can do.” I also tell her that I was given the run around when I first signed up with T-Mobile and that I refuse to let them do the same to me again and that now I am just requesting that T-Mobile credit my account for $50. She refused to that by saying again, “I understand how you feel, but there is nothing that we can do.” T-Mobile is simply refusing to send me the rebate forms and if they ever do, then I will be denied the rebate because I didn’t file it in a timely manner with the company. T-Mobile has seriously disappointed me. I will never recommend them. I will make sure that I tell everyone about how T-Mobile has no regard for their customers.
November 22, 2007
Customer care?
Below are the exchanges I have had over the past few days with T Mobile Customer Care. Unfortunately I did not make a copy of my original complaint to T Mobile, which is replied to below.

----- Original Message -----

From: customercare AT t-mobilesupport.com

To: Brett

Sent: Sat Nov 17 08:45:06 2007

Subject: Re: My T-Mobile.AccountManagement

Dear Brett,

Hello, my name is Beckee. I am so very thankful that you have taken the time out of your busy schedule to contact T-Mobile! I will be more then happy to assist you, as we at T-Mobile always want to leave you with a long lasting impression of T-Mobile's World Class Customer Service! I see from your email that you are upset because of the handlings of the account yesterday as you were both unable to verify the account and have it unlocked. I am very sorry that this has happened, as I know how frustrating it can be when you are unable to access the account! I will be happy to look into this for you! Brett, I am truly sorry as I know just how annoying this is, but the account has not been verified. If seems that a PIN number has not been added to your account so we will need you to create one. In order to do so, I need you to verify this account with the following information: Account holder's name: Account holder's birthday: Address listed on account:

Please verify with the above information and as well include a PIN number to add to the account. This can be 1-10 numbers (numbers only). We will then add this to your account so that you can verify it in the future with no problems! If you have any more questions Brett, please do not hesitate to contact our Customer Care Center by calling the toll free number 1-877-778-2106 or by dialing *TOGO then SEND on your handset. You can also reply to this email and a Customer Care Specialist will be more then happy to assist you! Thank you again Brett for contacting T-Mobile and for being a loyal customer! We value our customers as without you, we would not have won our 6th J.D. Powers and Associates award! It is because of you that we strive to make our company the best! Kindest Regards,

Beckee F. 7284550

Customer Care Specialist T-Mobile USA

----- Original Message -----

From: Brett

To: customercare AT t-mobilesupport.com

Sent: Sat Nov 17 09:38:29 2007

Subject: Re: My T-Mobile.AccountManagement

Beckee or whomever receives this,

The information as presented below is incorrect. Locking the account was my mistake but it was fixed yesterday morning with my first phone call. Now I will get to the real matter at hand. The REAL problem came from an attempt to add money to my daughter's Sidekick from Thursday night. When I input all applicable data and my contact phone numbers the next screen said you were having technical difficulties and were sorry. As I found out with my third or fourth phone call to customer care this was because my credit card had to be verified. I also found out from the 8th person I spoke with that you have a 4 hour timeout for verification and if you are busy and don't get to a request it still timeouts without any action being taken. I asked why I wasn't called and the third person I spoke with said you have to abide by telemarketing rules. I then asked why my cell phone wasn't called. He didn't have a response. This was the same customer care rep that told me the $100 option I chose Thursday night isn't applicable to the Sidekick. (if it isn't applicable then why is it an option for her account? Makes you wonder) I then got back online and chose the $50 option. The exact thing happened with the error screen. I called back to inquire and it was at this time I was transferred to and thru 3 reps. I requested to speak to a supervisor more than once. I was hung up on during one of these. I finally spoke with Allan in the verification department who was my 8th care rep in an hour of trying to find out why I could not add money to an account. It is my impression that I was lied to which is evidenced by the different information provided by 2 people on the $100 option and by the statement you have to abide by telemarketing rules so my phone wasn't called to verify the credit card. I told Allan that if this Sidekick wasn't a gift to my daughter I would just throw it away. There is no reason I can see for me to have to go through what I did yesterday morning. In fact, my very last line requested a phone call to discuss this issue and T Mobile figured it would be easier to modify the issue at hand and send an e-mail instead. Now, do you think there is a reason for me to be frustrated and to have a fabulous long lasting impression of T Mobile? It is back in your court. What do you think the leadership of T Mobile would make of this? I do not think this is in line with the core values of the company. Brett

----- Original Message -----

From: Customer Care

To: Brett

Sent: Sun Nov 18 19:30:46 2007

Subject: Re: My T-Mobile.AccountManagement

Dear Brett,

Hi my name is Tom, thank you for taking the time to contact T-mobile. I understand you are very upset over an issue you experienced when trying to add a $100.00 refill to your daughter's prepaid service account and you asked a few questions. I will strive to provide you with world class customer service. We realize how important this issue is to you Brett, and I will be happy to help you out today. I understand your frustration with the refill issue you experienced and I sincerely apologize for that. I have reviewed the prepaid account and it reflects a refill of $50.0 was added to her prepaid account a couple of days ago. I am not sure how I can help you, but I will answer the questions you have provided as best as I can.

1. When I input all applicable data and my contact phone numbers the next screen said you were having technical difficulties and were sorry. As I found out with my third or fourth phone call to customer care this was because my credit card had to be verified?

This information was not available to us for a review, but I believe this information was provided to you by the prepaid service center and it sounds correct.

2. I also found out from the 8th person I spoke with that you have a 4 hour timeout for verification and if you are busy and don't get to a request it still timeouts without any action being taken?

Again this is not information we have available to us, and I believe the prepaid service knows their system better than we do. I am not sure if this was correct, but it sounds good as an answer.

3. I asked why I wasn't called and the third person I spoke with said you have to abide by telemarketing rules?

This is definitely a correct statement, and I am sorry we are not able to call you to address your prepaid refill issue.

4. This was the same customer care rep that told me the $100 option I chose Thursday night isn't applicable to the Sidekick. (If it isn't applicable then why is it an option for her account?

This is definitely confirmed mis-information, and I sincerely apologize as she is able to add a $100.00 refill to her prepaid service account.

5. I requested to speak to a supervisor more than once. I was hung up on during one of these. I finally spoke with Allan in the verification department who was my 8th care rep in an hour of trying to find out why I could not add money to an account?

Again I apologize your call was disconnected with the prepaid service center, and for future reference you can add a refill by contacting the prepaid refill center by pressing *ADD and send on the prepaid handset.

6. Now, do you think there is a reason for me to be frustrated and to have a fabulous long lasting impression of T Mobile?

I definitely see where you are coming from and I would be upset as well if my call was mis-handled and I was transferred around from one agent to another. Again I apologize!

7. What do you think the leadership of T Mobile would make of this?

This is a very good question, and regrettably I am not upper management and I am unable to comment on how they would handle your concern.

If you have any further comments, questions, or concerns feel free to contact us at anytime. Reply back to this E-mail quoting this case number 1018197, or please call back at 1-800-937-8997, *TOGO send from your handset.

Thank you for choosing T-mobile. We appreciate and value your business and loyalty since December 2006 Brett.

Sincerely,

Tom G. Agent rep ID# 7284055

Customer Care Specialist

----- Original Message -----

From: Brett

Sent: Sunday, November 18, 2007 8:15 PM

To: customercare AT t-mobilesupport.com

Subject: Re: My T-Mobile.AccountManagement

Tom,

You are just as incapable of addressing this as the last. I will send this to T Mobile management to address as well as any other pertinent business tracking agencies which report on the customer service received. Brett
November 16, 2007
Lies Lies and more Lies
On Sept 12th, a member of my family was deployed to the middle east. Prior to his leaving, we approached Tmobile about the best way to stay in touch. We have been loyal Tmobile customers for more than 5 years. We were sold on blackberrys and features such as international roam "which for less than an additional $40 a month, you will be able to stay in touch 24/7", the agent explained. Upon arrival, we found the services not working. Numerous calls were made to Tmobile, our bill increasing daily. We were promised more than once that all of this would be credited once the services we were paying for were repaired. After two months, in November, service was up and running. What I thought would be a simple process of crediting my account has turned into a nightmare. Upon my first request for credit, I was told "we do not guarantee service, signal or features". I was shocked. You sell something, work for two months to get it repaired and then refuse to issue credits as you never guaranteed what you sold in the first place?? My bill is more than 10 times what it normally is, and all due to agents who are programed to be a nice as can be while they lie through their teeth. After no resolution, I went ahead and paid my normal monthly bill while disputing the rest. I thought this would atleast keep my service on while we resolved the issue. WRONG. Two days after the bill was due, service was suspended. After 5 years as a loyal customer?? I called t-mobile and was told to email those I had been in contact with. I did so, and stated I was about to contact all the major newspapers with my story. A young soldier, sitting in the desert, cut off from his family by a corporate giant. I recieved a call back in less than 30 minutes stating my service had been restored pending investigation. I recieved an offer later in the day to credit 50% if I agree to pay 50%. For those of you who have sons or daughters serving our country, you know how important it is for them to be in touch with loved ones. Its what helps them get through another day. I feel I have no choice but accept the offer as I can not let my service be cut off. But I won't go away quietly and thats a promise.
November 14, 2007
Shaddy Charges
THIS IS A COMPLAINT.

After spending over 1 hour with 2 of T-Mobile representatives namely John & Josh whose ID numbers are P12447565 & 4837530 respectively, I was so dissapointed in the type of service T-mobile if offering.

Both of them could not explain to me as to why T-Mobile is charging me close to $ 60.00 on SMS's that I didn't even make.

Surprisingly Josh who claims to be a supervisor with T-Mobile even told me that he would gladly cancel my service while I was still on the line with him. If it's true that T-Mobile records conversations with customers for quality assurance purposes, then I hope you will be able to listen this my conversation with these T-Mobile representaives.

After endlessly explaining to them that I don't know any thing on these dubious charges, all Josh told me is that I have to pay.

When I opted to talk to his surpvisor he said that the supervisor wasn't in at that moment.

If this is the type of training that T-Mobile is offering to it's representatives then this Corporate is doomed.

I know that what I pay T-Mobile is just a drop of sand in the ocean, but it adds up eventually. So for a "supervisor" to say that he would help me there and them to disconect my line just sends shivers down my spine.

Again all I'm asking to revise my bill & take out those "yahoo mgrs" with a code of "4701".

Bye the way John naively told me to call "Yahoo" & said "Yahoo" would be in a better postion to help me.

Again I'm extremely disappointed in the type of service I received tonight 11/14/2007.

Dissapointed "Customer"

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