I bought my HTC "mytouch" phone from T-mobile in October 2009. I started having problems with the screen rotating properly (from the vertical view to the horizontal view). I called T-mobile's customer service to find out what my options were. I told them I suspected it was a software or operating system (android) problem but the representative said my phone was still under warranty I could get a replacement sent out to m, 2nd day air mail via UPS and a prepaid box to mail back my defective phone. She asked what color the sticker behind my battery was and I told er it was "white". She claimed that was good and meant handset had not suffered from any water damage and that meant it was still covered. Then she read me the disclaimer stating that when my phone was returned and inspected I would be assessed a fee if they found any physical damage such as a "cracked screen or water damage". Wrll, I knew my screen wasn't cracked and she just said I didn't have water damage so I thought I was getting great customer service. I got my new phone the very next business day but found it had the same problem my first one had. I then concluded it was a software problem and I would call and ask T-mobile about it when I had time to.

Low and behold a week later I got a letter thanking me for participating in their warranty program but I was being assessed a $100 fee because they found internal water damage. I called and explained my new phone still had the same problem so if they wanted to charge me $100 for water damage that if it even existsed, didn't effect my old handset, I would just assume have them mail me back the old phone. It worked just as good as the new one did.

After pending over 2 hours on the phone they said they couldn't mail me my old phone, they couldn't provide proof my old phone was damaged and they couldn't do anything about the $100 charge except break it up into payments for me. I have been a customer of theirs since they were voice stream and this is really how they treat their customers. I am beyond upset and feel like I'm an undervalued customer.

I am very upset with my cell phone provider T-Mobile. I am their customer for over 5 years and I have family plan of 5 phones under my name. I have always paid my bills on time, not even once late with payment. I don't know what I did wrong that they would provide me with such a horrible customer service.
Everything began with me deciding to upgrade my plan because I was eligible for a full discount upgrade and because my old phone broke down on me. I came to the T-Mobile store in Oceanside, CA in hopes to find some good phone to replace my old phone. Half of the phones they had on display were not in stock. First of all what a horrible inventory management! Well, I had to have a phone right away, so I just picked aT-Mobile Tap, not because I liked it but because they had nothing to choose from and I needed phone as soon as possible. So, I bought phone for $100 ($50 after rebate) - that's price after full discount. I was told that if I don't like the phone, I can bring it back and return with no problem within 30 days after the purchase but pay $10 restocking fee. Not fair already but ok, $10 is not that big of a deal even though no other store I've been to have ever charged me for returning some purchase.
So, time passed by and I realize that this phone is a crappy phone and I don't like it. I came back to the same T-Mobile store to see if they had any phones I liked in stock. This time it seemed like they had even less phones to choose from and what they had on display was not what they actually had in stock. I went to a different location of T-Mobile store, same story here - half of the phones are out of stock. What's up with that? Is T-Mobile is going out of business altogether? Or they just can't find thinking people to work for them? Anyways, after another unsuccessful search I decided to check out Fry's and Wal-Mart to see if they might have some phones I liked. I was so surprised to find out that Fry's had the phone I liked - Samsung Highlight for only $30 without any rebate, while it is $70 in T-Mobile stores after rebate of $50 with 2-year contract, so you have to pay $120 upfront. And in Wal-Mart this same phone was absolutely free with 2-year contract! So, I decided to return my phone I initially got from T-Mobile store. I returned it several days before the 30th day. I was told that it would take 24 to 48 hours for my return to update in the system. So, I patiently waited for 2 days and then came to Wal-Mart to buy the phone I liked for $120 cheaper than in T-Mobile store. I was very unpleasantly surprised that in the system it showed that I was not eligible for upgrade because I already did my upgrade just recently. Ok, I decided to wait couple more days to make sure that T-Mobile system will upgrade to show that I returned phone and upgrade was reversed. 6 days later I come to Wal-Mart again just to hear the same story! Wal-Mart representative called to T-Mobile customer service, of course had to wait for so long before she could talk to the real person. I was shocked to hear their statement that I never returned the phone I bought and that I am not eligible for an upgrade! After I insisted that I did return it 6 days ago, they called the store I returned phone to and verified that I truly returned phone. That store simply forgot to update it in the system! Well, I thought that I'm done with all these troubles and will be able to buy phone I wanted. NO WAY! They said that even though I returned the phone I was not eligible for the upgrade! I am telling T-Mobile representative that upgrade was reversed! Why can't I buy the phone now? And he replies that they can't go back in time and reverse it. Man! That's exactly what I was told, that if I return the phone the upgrade will be reversed but now I am told that it can't be done, that I am stock for another 2 years of contract even though I don't have any phone at all! Just horrible. I spent so many hours of waiting, going to different stores in attempt to find what I want, so much time and nerves wasted and at the end I don't have a phone, I have a 2 year contract to pay for and if I want to get out of contract I have to pay $200 per line, that's $1, 000 for 5 lines. Insane! Just horrible, I am a very disappointed customer of T-Mobile, Would never suggest anyone to become their customer!

For several months now -coincidentally since I allowed T-Mobile direct withdraw from my bank account-, I have been seeing strange charges on my bill from 800 numbers and Unlisted numbers. Calls are up to 169 minutes, 80 minutes, 91 minutes, and others are small 10 minute-calls again from numbers that one can't track back.

I called Customer Care repeatedly and they insist that those are calls I am receiving and accepting on my phone but I swear by god that is not true. I have no children or employees. My husband has his own line. None of us are speaking to these people.

T-Mobile insists that these are legitimate calls and I don't know what to do. I have stopped direct withdrawals and wrote the the Attorney General in my state. Watch out for T-Mobile.

I wanted to upgrade my old T-Mobile HTC phone to the new HTC HD2. I found that Amazon will sell me this as a new customer for $99. It's in stock, my wife ordered one. But even though I'm a customer for over 6 years, T-Mobile rejected my Amazon purchase since I already am a customer. And, there are none of this model phone at their stores for upgraders, only for new accounts. T-Mobile's service sucks. I'm going to Verizon...

T-mobile addmitted that their 646# is not in real time. I went over my minutes but when I checked the minutes where under my time allocated for. Their system is a scam as you are checking by calling 646#. I don't know why I have to pay for the extra 40 minutes.