On Aug 2 I have requested a change of area code on a T-mobile To Go prepaid card. I have been told that the new number would be active within 24 hours. Immediately after I received a text message with the new number. 24 hours later the number was still not active. I called the customer service and was told that it could take up to 48 hours due to a backlog. After 48 hours I called again and was told that, due to a widespread technical problem, it could take up to 72 hours. After pressing to know what the nature of the problem was, I was told that it is actually not known how much it can take to perform the requested change, 2, 3, 4 days, a week... They told me to keep calling to know the status! I told them that both their service and their communication to customers was extremely poor (why did they not tell me upfront that there was a problem? I could have kept my old area code for a few more days) and that they were loosing customers. Not much of a reaction, they obviously have enough customers. The floor supervisor I spoke to is a Charlie (#83563591). Is there a minimum guaranteed service that operators have to provide with telephone prepaid services? Thank you. Alberto Gianoli

I bought 2 phones and a phone plan for 2 daughters attending college. I was told at the T-Mobile store by their Rep. I had unlimited mobile-to-mobile, myfaves unlimited and for an additional 19.95 a month unlimited messaging. The first phone bill was a little high, but I was told this would happen due to start up cost with T-Mobile. Every month there after the bill continued to get higher and higher. I contacted T-Mobile to find out what was going on. I was told my daughters were going over their myfaves minutes. So, I talk with my daughters about their phone usage. The bill continued to rise, and finally this last time after numerous times talking with T-Mobile, get the truth... My plan never had mobile-to-mobile, but for an additional 6.95 a month I could have had it. They understand my frustration, but say they will not credit me for the miscommunication. Miscommunication!!! I specifically said before signing anything, they have unlimited mobile-to-mobile, unlimited myfaves 700, and unlimited messaging for an additional 19.95... yes, they have everything. I was willing to pay 19.95 extra a month, so 6.95 would have been nothing. I was told I could now update the plan and pay more, but could not add just the 6.95 more a month. So, paying 200.00 per phone... I stopped the service. After being mislead that cost me about 300.00 to 400.00 extra each month... I have no faith in T-Mobile, and everyone needs to beware of their underhanded practices.

I have been a t mobile customer for a while now, and less than a year ago upgraded to the Motorola razor phone for my daughter and myself. My daughter's phone stopped working and as it was under warranty we tried to get it replaced. All three of the representatives I spoke with on the phone said the phone was water damaged and they would not replace it. The phone has not been in the water and has been well cared for and used normally. The reps then asked if it had been in the bathroom while she showered as this would cause the damage (no, she had not, but it seems a pretty poor product that could not take a slightly steamy bathroom). One of them asked had it been left in the car and that this would cause damage. Again, not a very good product if being left in a car will damage it. One of the reps said she lives in Kansas and that the humidity had damaged HER phone, causing it to stop working, but I suppose since she works for t mobile she can get all the free phones she needs. Several of my friends who have razor phones have had problems with them, and I told the reps this, but they insisted that this was an excellent phone. Since they have themselves had problems with the razor phone this would attest to it's apparent fragility. Since T Mobile was most assuredly not going for the customer loyalty and offering me a replacement phone, I asked about buying a new phone for a decent price (I can afford about 20-30 dollars). NOT ONCE did they offer to sell me a replacement phone alone. Any new phone I bought from T-Mobile would have to come with a new 2 year contract!! They then offered to help with our plans (which I thought included nights and weekend, but apparently does not), again with a brand new 2 year contract. This is not acceptable, since there are better and much cheaper plans on the market I asked about terminating our contract. To do so I would be charged $200. This is absurd. So, I told them I have no recourse left but to complain. They would not accept a complaint over the phone, and sent me to the website. I wrote this exact letter to them (up until this point when it would not allow me to go further) and then tried to send it to them. 4 times I tried and the e mail would not go through. It said the website was possibly not working properly, so I once again, for the 5th time today, called T-Mobile to get an e mail address for customer support. The representative I spoke to (Sam, they won't give you last names) said they didn't have the e mail address!! He then put me on hold for quite a while only to come back and tell me again, they don't have the address, that T-Mobile would not give THEM the e mail address!! This is preposterous. Sam then said I could fax them, and I told him I do not have a fax machine. He kept insisting that I could fax t mobile, and I kept telling him that I DON'T have a fax, and all I need is an e mail address. Sam insisted that no one there had the t mobile e mail address for customer service, so I told him I guess I would have to send my complaint to the BBB and perhaps they could get through. I also figure it wouldn't hurt to send the complaint to other sites and alert consumers as to this in hopes that they will think twice about using T-Mobile!!

Thanks!

Dana

I took advantage of an online promotion for free Motorola Razr V3 phone on 5/16/2007 to sign for a new service. T-mobile shipped me a Samsung T619 phone instead. I refused sent the wrong phone back, called them with tracking # as advised. After spending over an hour on the phone being moved from department to department, I was given a male supervisor. He wanted me to pay for the phone I requested because it's no longer on that promotion. He quoted me the promotion he could remember for the week. They had buy one get one free on their Tattoo dragon razr phones but the non tattooed ones were free. I chose a free non Tattooed Razr Magenta V3, that was denied me.

The most unprofessional aspect of the whole scenario was, this so-called supervisor hanged the phone me without courtesy. This is T-MOBILE business and attitude to customers. I deserve a better treatment than this. I believe T-MOBILE should honor its promotions.

I'm having a terrible customer service experience from tmobile so far as it has $75 of my money. I was a happy camper when I was with Cingular except their customer service which I feel is very good compared to what I'm going through with T-Mobile now.

I was told that T-Mobile had the best customer service and some cool plans. I'm a member of the American Airlines AAdvantage Program and T-Mobile has a program promotion through American Airlines offering 8000 Miles for 1 year commitment. That sounded cool and I placed an order by calling 1-877-896-8805 on 12/8/2006 for a Black PEBL phone with 1 Year of service for $50(Eventually will be free after $50 dollars mail in rebate). I also placed an order for a PEBL PACK VPC & CASE for $19.99 along with this order. The order number for reference is 112775xxx(I'm putting x's for security purposes). I got an email order confirmation from T-Mobile and I didn't find any tracking number even after 3 days. So I called the customer service dept again and I was told that due to the glitch in their system, It didn't generate a tracking number and Tmobile rep said that they have to cancel the original order(Order Num 112775xxx) and do a reorder with a free overnight shipping. They finally re-ordered with a new order num 112808xxx. This time I saw a tracking number, but was shocked to see about $317($299+tax) on my credit card online statement, instead of $50 + taxes. So I called TMobile the same evening, and they apologized as usual for the mess up and T-Mobile rep told me that the amount will credited back to my Credit card account in 3 days. 3 days passed by and nothing happened and called again. And after repeated callings( I spoke
with atleast 15 representatives), finally the amount($250 + taxes) got credited back to my account after nearly 2 weeks.

During this period, it hurt me personally and finacially as T-Mobile was holding about $265 of my money . I promised my wife and kids to take them to restaurant and I could not go as my credit card had near maxed out. I have to curtail my grocery expenditure. I looked like a bad father and a bad husband. I lost nearly about 4 to 5 hours of my quality time in total by talking to the Customer Service Reps who took me no where instead of spending time with my wife and kids. I thought everything would be fine from there onwards and tried to put the whole thing behind. But I was wrong. On 1/4/2007, I got a email telling that a new line has been activated to my existing account, which I didn't approve at all. I got a package with a new black pebl phone and my credit card was charged for nearly $75 dollars, without my authorization. I called the tmobile service rep and she told me that there was an error and everything would be taken care of. When I looked at the invoice, it had an order number of 112775xxx(Which is the same order Which Initially I was told will be cancelled) and TMobile ofcourse did not cancel the original order. They messed up again. The customer service rep told me to send the package back using the return form or to return to the nearest t-mobile store. I returned the package to my nearest t-mobile store after driving 25 mins and spending my money on gas all because T-Mobile screwed up. I talked to some one from the administrative office and they told me that they will only credit back the $75 dollars after the receive the package and It would take 10 to 20 business days after they receive package. I cried foul and demanded as It's tmobile's fault that they are responsible for crediting the $75 dollars at once. She finally told me that she will transfer me to her supervisor and after waiting 20 mins, the line got disconnected or may she disconnected. Who Knows!. In a nutshell,TMobile has my $75 dollars again now and I feel betrayed and cheated by T-Mobile. Keeping my fingers crossed when I will get my money back!!