T-Mobile Customer Service

User Reviews, Ratings and Comments



T-Mobile customer service is ranked #451 out of the 946 companies that have a CustomerServiceScoreboard.com rating with an overall score of 33.21 out of a possible 200 based upon 2523 ratings. This score rates T-Mobile customer service and customer support as Disappointing.

NEGATIVE Comments

2,321 Negative Comments out of 2,523 Total Comments is 91.99%.

POSITIVE Comments

202 Positive Comments out of 2,523 Total Comments is 8.01%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • T-Mobile

    Customer Service Scoreboard

    • 33.21 Overall Rating
      (out of 200 possible)
    • 2,321 negative comments (91.99%)
    • 202 positive comments (8.01%)
    • 22 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.7 Issue Resolution
    • 2.8 Reachability
    • 1.8 Cancellation
    • 3.6 Friendliness
    • 2.7 Product Knowledge

Add your review!

Posted by Jane Doe


I went to T-Mobile because I was told they had great customer service.

TMobile when you hire Representatives like Anthony, prepaid payment specialist you are obviously lowering your standards of customer care.

This gentleman does not know the meaning of customer service and believes that hanging up on customers is acceptable.

What are the odds? I call T-Mobile back and the customer care representative transfers me directly back to Anthony to my surprise. The customer care representative who I spoke to assured me that when she transferred me I would not get Anthony.

I asked Anthony why did you hang up on me? I wasn't cursing, I wasn't being belligerent or rude, I was asking questions about processing my payments. Anthony hung up on me again.

TMobile tisk,tisk... shame on you. I believe this is a training issue. either T-Mobile is not training representatives on how to offer good customer service or you are not training your managers to hire appropriately.

Making a payment shouldn't be so difficult.

Getting my wisdom tooth pulled took less time and was less painful then trying to make a payment with Anthony.

Has T-Mobile gotten so big that they just don't care about the individual customer?

Posted by Cdavies92


I have been with the company since 2008 and I they have changed for the worse. They use to care about their customers, but now they only care for their profits. I have had issues with Samsung phones twice on less than 6 months!!! To get a replacement is rare without shelling out another couple hundred dollars.
The service is poor and does not work in areas locally and when traveling. The Samsung phones are having problems but They do not notify customers or they run diagnostics that cause your phone crash then offer nothing but dishonesty and too concerned with placing blame then they tell you "you can always upgrade. Just pay $185 to get a phone today. " Sounds like a BIG SCAM TO ME!$!! They find ways to get out of warranties, the so called insurance, and accountability of misinforming customers!!! I also asked for a superior, Igor, and he was so much worse than the reps!! Condesending, arrogant...but they care about customers? Doesn't sound like it to me! I would never recommend this company to anyone! Save your money, time and effort for a company who cares about customer satisfaction!

Posted by mertnahc


T-mobile Is The Absolute Worst. They Do Not Care About You As A Customer, Only Want Your Money. I Spoke With A Customer Service Representative Who Was No Help At All (back In March 2017 And May 2nd, 5th 2017 - Couple Months Later Thought The Issue Was Taken Care Of). I Do Not Like T-mobile Anymore... They Have Hired On Some People Who Have Zero Customer Service Skills And They Want To Rip You Off On Top Of That... I Will Look About A Better Deal/with A Different Company.

I Got Billed $210.59 This Month For A 2 Line (family Plan) $100 Plan (with Equipment Paid Off And Last Monthly Bill Paid Off. Upgraded For Next Payment Moving Forward To Be Flat Fee Of $118, Called And No One Explained Why I Am Paying More. They Had Actually Billed Me $210.59. They Refused To Credit My Account. It Is A Constant Struggle.

Worst Provider Ever, Stay Away!!!

Posted by Anonymous


Coverage sucks, terrible customer service, When you leave them and have equipment charges unless you pay in full it will go to collections even with a payment agree ment

Posted by Ali


I went to a Tmobile store today to see if I can get better reception at my residence than my current server. The lady checked in her computer screen and assured me that the signal is quite good at my area. I wanted to be sure so I asked if there is a way I could try it before I sign up. She installed a "temporary number" I my phone and if it works good to have the sim card activated. I paid for the two sim cards, but when it did worse than my current server, I took it back same day but the people in the store including the manager adamantly refused to refund the $53.75 charge, saying the sim cards are already activated to my surprised. What a crooked place!

Posted by Mak


Before you read in, I encourage everyone to go with Verizon, I've been with both t-mobile and Verizon. You pay $5 more with Verizon but you get far superior service. T-mobile has shady statements, terrible customer service and you never know what to expect. Good luck dealing with them if you have an issue like the the one I had.




This is what happened to me:

I switched from Verizon to T-mobile in Sept 2016 and upgraded to an iPhone 7 on T-mobile's promise that I would not have to pay for it by getting credit on my I phone 6 - which I sent in with a shipping package and label provided by TM. I got an initial $165 credit upon receipt, but later they started charging me a monthly equipment fee for the new I-phone as if they never received the old phone. More than once, customer service admitted a mixup in their warehouse and yet they kept billing me. After 6 months of this, and many many long phone calls with a clueless customer service, I have closed my T Mobile account. What's worse, I have even been cornered to pay $514 to close the balance on the iphone 7. Why do I have to pay this?! Because T-Mobile LOST my I phone 6! I have been cheated, treated unfairly and I am absolutely shocked and disgusted by this company's unprofessionalism, unfairness and disregard of customer's service.




Here the details:

In September 2016 I saw a promotion from t-mobile - if you switched carriers they would exchange your old iPhone with an iPhone 7 and credit you the price of the iPhone 7.

I had an iPhone 6 at the time. I was interested in the offer and switched from Verizon to t-mobile after going to a t-mobile agent store and asking about the offer; they gave me all the details and told me that they would take my iPhone 6 for 165$. They would send me a box to return the iPhone 6 with, which they did, and credit me with $165.




In addition they would be crediting me on a monthly basis with the remaining balance needed to cover the iPhone 7 cost. At that time the iPhone 7 was about $750. The remaining balance would be around $585, of which $27/month would be credited to my account until the iPhone 7 cost was covered in full.




The first 2 months passed and I was being charged the $27 equipment fee rather than being credited as per T-mobile's offer.




I called them, and they told me that it takes 3 billing cycles for the credit to start showing on my bill. Third month (Dec 2016) I called them again from abroad, having also received the third bill with the equipment fee. This time, someone from customer service acknowledged that there was a mix up between their warehouse and usps. He fixed the bill and initiated a new one with the credit and my new bill was $27 less and told me that going forward I shouldn't worry and that the credit would be reflected in the monthly bill.




In January 2017 I received another bill with the same issue, so I called customer service yet again. I was reassured that the credit would be reflected in the next month bill and I shouldn't keep calling, they just couldn't find the phone and I had to be patient. I waited for another month (5th month Feb 2017).




February comes and the same billing issue continues. They keep giving me excuses, I feel bad for the customer service agent who was a really nice person, but from a company perspective they are so disorganized and they could not find my iPhone 6 still.




I asked how this could even be possible since t-mobile had paid me the initial $165, showing as credit transaction in my September 2016 credit statement. This meant that they initially acknowledged receipt of the iPhone 6. They could not answer why it was lost, and they just said that they were not able to find it and could not give me credit for the iphone 7 unless they found the iPhone 6. I don't see how this is my problem since I followed the steps, sent my iPhone 6 and got an initial credit of $165 and got one bill fixed after talking to them so many times.




I called so many times during these 6 months and every time I was told I had to wait for the next month. Feb 2017, 6 months later, I could not wait any longer. I was fed up with the extremely frustrating customer service and unfair situation in general. I gave up, realizing how disorganized this company is, and was 100% cheated.




They lost me as a customer that day. I spent several hours and did what it takes to switch to Verizon which I find a much more professional carrier. You pay a little more but you get a lot more including integrity and transparency.




T-mobile is about to loose my wife as a customer too. Especially now that I had to pay the full amount (514$ to close the gap) of the iPhone 7 to unlock it and be able to switch to Verizon. T-mobile did not fulfill the promotion I was sold on. So much headache, trouble and back and forth. T-mobile is a dishonest company that, in plain words, cheated me.

Posted by Russ


I have been a customer of TMobile for over 10 years. Gone are the days when their customer service used to be very friendly and helpful. They have been unable to resolve a billing issue with regard to credit for upgrading to IPhone 7 per a promotion in Sept despite multiple calls over the past few months. The supervisor I spoke to today was not helpful and the person at their loyalty department was extremely rude and failed to listen to what I was trying to explain.

I purchased a new IPhone 7 and traded in my paid up 5s in Sept during the promotion period, and their customer service rep is now telling me that I needed to have changed my data plan to TMobile One for the offer to be honored, even though the offer clearly does not include that requirement. I have stuck to TMobile for so long, despite their not so great service, due to the better customer service that they offered compared to other providers, but I am now completely frustrated with them, and am going to look at alternative options.

Posted by ALB1955


T-Mobile has the most impossible customer service policies in the business. They make Comcast look decent. They removed over $900.00 from my bank account in January, to pay for equipment that was returned in October. I was promised the charge wouldn't occur, but it did and over one month later, still no refund. I was told today that the company would try to get it back in my account next Monday. Never mind it should have never been taken to begin with. Their department is probably filled with well intentioned folks, but they have no procedures or the ability to resolve complicated issues.

Posted by thisCOblows


I will NEVER EVER have T Mobile service ever again!!!!!! T Mobile does nothing but play games. I had T Mobile service I moved it wouldn't work in my area so I had to switch service. I paid off my phone $749 only had it for 2 months. I call to get my phone unlocked I was told by Vonnie it would take 24 hrs to unloc, 24 hrs later I called Marques said it would take up to 3 days to un lock I would get a congratulation E Mail which I haven't got after 3 days. I call Diane she said nothing has been done it will take 24 hrs. I ask for a supervisor I'm on hold then I'm told that he just got on a call. She puts me thru to a higher dept(she says) after 15 min I get Cheryl P she informs me she cannot un lock my phone because it is in my husbands name I'm not on the acct when I opened the acct only one name couldm be on it and because he was working his name is on it he authorized me time & time again but now it's not on there If T Mobile is the only service left in the world I will go back to using a string & a can!!!!!!NEVER EVER has there been a WORST SERVICE & the stupidest ppl in the world!!!

Posted by J turner


I sent a phone back to the mobile @ did all business as it should be, expecting the purchase price back on my debitcard . This has been on going over 2 months . I have been a customer over 14 years. Good bye to the mobile, there customer service is very bad. J. Turner

Posted by Moon


I bought an Iphone 6s with t-mobile for around $700 and paid warranties. However, there is issue with the iphone it shuts down suddenly I took it to t-mobile and twice in apple support. They erased everything still it shuts down. My phone was bought recently 6 months ago does not have any damages like water or screen. T-mobile is only willing to give me refurbished phone which I have to pay $20 for. T-mobile did not say that when I brought the warranty I could have bought refurbished phone in the beginning without have to invest $700 dollars. I had emergency where I could not even call 911 because the phone shuts down suddenly. This was my first phone and also Iphone. Not happy with this experience. I will not be doing anymore business with t-mobile or apple in the future.

Posted by Anonymous


I bought a Nexus 6 at T-Mobile because it was pure Android and would get updates. But T-Mobile has failed to send OTA updates from Google when they are available. I will never buy a phone from T-Mobile again since they are not committed to OS updates.

Posted by ro


I would just like to say that the customer service on 11111 San Jose Blvd Ste 26
in Jacksonville Florida has trained its employees to be rude to its customer. After seeing a costumer being dished out uncalled for ridicule from the sales manager. I myself received the same treatment from a sales clerk. Called T-Mobile form my cell phone, they were very professional and went out of their way to answer my questions.

Posted by Don't have one I guess


Well I have sent you about 10 messages I'm not going to try to go into it again because they keep coming back from the postmaster because she'll have it fixed where is impossible to get ahold of someone I have been a member of T-Mobile 413 years since 2003 when they was called son c** it sometimes my bill would be 100 to even $200 I have stayed with you the whole time I bought me a G4 light I love that phone better than any phone I've ever had and the girl at the store and Simpsonville deleted every single picture of my family there was my mother and father's 50th anniversary my grandchildren first birthday my kids birthdays things you can't imagine I could never get them to fix the phone line technical support told me to tell them they've done what they wanted to and then I paid 400 something dollars for that phone and I had just paid it off so when the girl lost all my data is Simpsonville on Grandview Drive store the customer service woman said if we would just send you a new phone would you be alright I said no it's not going to get my pictures back if you want to send one that's fine so my Samsung phone that I paid 400 something dollars for the bill was $59 a month when I paid it off you should have dropped down to 49 well that's never happened he keeps going up this month it was 59 this phone here is called LG K7 it is a serious phone I've ever had in my hand I cannot use it I do not understand it you send me $110 phone for a 400 and something dollar phone I cannot get any help whatsoever so after 13 years of being a loyal customer I am leaving T-Mobile I will be going to AT&T with a brand new phone a Samsung Galaxy 7 for free I only have one gigabyte on this phone and on the new phone and new service I'm going to have is unlimited everything I cannot believe I have stayed with you as long as I have I had my whole family hooked up with y'all but they could not get out at our house boat so they keep it until their contract run out and they left I have stayed with you the whole time and I still cannot get out 45 minutes away from my house once I get to Lake Russell I cannot call anyone and no one can call me so I have been stupid for staying with y'all I'm going to have unlimited text talk and gigabyte anything you can get I get it all and more importantly a free phone with people my mother and father and brother says will help you with anything you have wrong with your phone you take it in and they are there to help you they will not let you leave until you are satisfied unlocked the people at your stores if you look on the computer you'll see the complaint has been made against them so I just thought I would let you know I will be leaving my name is barryhunter telephone number I know you have a lot of customers because you let lots of people get home with very low credit scores but if you keep treating your customers the way you do it the stores it won't last anyway I work for General Electric one of the biggest corporations in the world I have been with them for 29 years there's no way they would treat their customers this way thank you have a great day and I hope you really work on the people you have running your store's specially and Simpsonville at Grandview Drive

Posted by kri


I would like to express my anger and frustrations with the costumer service representatives and tech supports they have. Each one of the five I have spoken to has given me different informations. My phone started malfunctioning after downloading the new ios 10 and they told me to exchange it with a new phone per my warranty insurance. I waited about two weeks for that. Then the supposed new phone I received started dying after 80-90% on my battery after a week. I called them and said that they will send a new one but there would be a delay. The delay became one month after each representative has been giving me different dates. Three to be exact. I checked on my phone on those dates they have provided and each time it was a disappointing answer of a no. Finally, after a month, I received a text stating that my shipment has arrived. My dad called and said it was available for me to be picked up at our nearest store. I drove twice to be told that it was not scanned and to wait a day for another phone. The following day arrived, my dad and I drove to pick it up to be told that there was a miscommunication. The store manager called the costumer representative and was told that something went wrong and for me to 1.) wait 27 days or 2.) take it to the apple store and get it fixed. The issue was started by tmobile handing me a phone that's defected and expected me to get it fixed. The manager at rolling oaks mall in San Antonio, TX was so helpful and was able to help us. Shout out to Jackie S. She was able to figure out what went wrong and came to an agreement with a costumer representative without me waiting for a whole two months for a functional phone.

Posted by PerryChgo


They are the protocol of what not to do or how not to treat paying customers. Then the audacity of overcharging & allowing you to pay equipment protection which is ie; insurance on your device while you unknowingly continue to pay for a damaged, unusable device that you've replaced since the incident.... Doesn't stop there. what you catch on after paying it off in the full $750 amount, they basically blame YOU? For not filing a claim, on a device you CLEARLY hadn't used since it was demolished and not repairable. Try to make YOU feel like a idiot for not going through a underlined 'process' that you were completely unaware of and condescendingly tell you you and near $1,000 we stole from you. Nour resolve, no okay your a good paying customer & LOGICALLY I can double or triple the money I stole from you if I can just help resolve this issue. Instead, blame a paying businessman for not having the time to investigate his statements and ridicule a loyal customer for being so late in addressing their obvious theft. Basically pushing paying clients to move on to better service and carriers. They ignore karma. You can't steal from people and talk crap to them after the fact have been articulated, proven and laid out in laymen terms. There's so much more than what I just wrote. Not worth going through all of it. I gave them once chance to right the wrong that wouldn't have cost a fifth of what they raped me for and they are so ignorant they wouldn't even take 2 seconds to entertain keeping me as a customer. Delusionally they 'must' believe they're the 'only' phone service on the planet with a major monopoly over the telecommunications industry. joke these people are. Also have the nerve to outsource their customer service department in other countries so articulate English speaking natives can't even communicate with tthat are telling you by any means necessary, over the phone & being dense about you logically explaining it's wrong to screw people in this manner. It'll come to pass, they will lose in the end. Or redevelop a new company under a new name & f*** the hell out of the public once again. These guys I've ever encountered. & I've dealt with a whole lot. Garbage

Posted by Marty Henehan


I am not surprised by t-mobiles negative reviews. I have never dealt with a more difficult company. They lie to there customers. When you call them out on there lies, they tell you, they will have to get back to you in 48hrs, which gives them time to look up recorded phone calls with customers and customer service. Once they find and listen to call and find out there customer service did tell a customer they would resolve the problem for a one time curtisy fee of $5.00 they never call you back. You call them back just to hear them say there is nothing they could do but charge you $180.00 to fix the problem, even though on recording there customer service said difference. You threaten them with canceling your $249.00 a monforbid and they in certain words tell you they have enough customers there not worried about your business, and are quick to remind you about there cancellation fee. I can't wait till it all catches up with them and they go under. Another very unsatisfied customer !! Just waiting for contract to be up!!

Posted by Dontbeyellow


Don't sign up for Auto draft for your monthly payments. All the rep will tell you is it will save you $10. monthly. They don't say that of you port your number out they van take a payment for an entire months service even if you only had that Service for one day. If you port out you have to cancel the Auto draft feature as well and then they can't take it out unexpectedly. You'll still get charged for a full month though and it will eventually affect your credit. If the Agent in the store finds out you've heard about this, they'll tell you you'll be able to call Customer care to have charges removed. THEY WILL NOT them. You have to haggle with them, escalate to their "Loyalty Team" and hope they'll remove the charges.

Posted by nrody6


Your internet service sucks & your phone service sucks as well. You have to try to improve or Im going to go to another provider for my cellphone & internet service. I rate you a 0

Posted by Anonymous


T-Mobile customer service is awful! I switched to this company because it is the only one that works in the building I work in .Tried auto pay. Does not work! Every month I get a message telling me it did not work. Have to call and pay bill. Set up auto pay again after two hours of fighting their computer system. Again, message comes that it did not work! Call and pay. Set up auto pay. Does not work. You suck!

Posted by Anonymous


I called to ask questions about my billing the agent was not able to listen my question just talk over me she as like phillipina if that help to the supervisor to know who it was. I did ask to talk to a supervisor and after 10 minutes on hold she came back on the phone saying she was the supervisor and it wasnt able to anser my question about billing at all It as a Joke worst customer service ever Tmobile Tampa

Posted by Adie


Worst custer service ever!! Bougjt 35 dollar charger was told at te i purchases if i had problems bring it bqck and it was purchased under my phone number. Charger woyld not carge 2 months later. Took it back told transaction could not be found and i need a receipt and they can warranty it out for me
Go back with receipt a week later. Now told they cant do anything to help because its omly covered for 14 days. How is a frickin 32 dollar charger only returnable for 14 days when a 5 dollar walgreems charger has a mucj lomget return window
Tmoblue knows tjeir equiemt is garbage. Thats why. And customer service is a crock goving the run around and lying about their products and return policies

Posted by Anonymous


The Managers are unethical and their employees will lie to gain a dollar. When confronted with this managers will act like complete idiots and completely disregard ethics.

Posted by glenn588


I had a really bad experience in the T mobile Store @1579 Monroe Dr Atlanta Ga 30324. On 9/7/2016 i came into the store around 6:39 pm the store closes at 7:00 pm to upgrade a line on my plan the young lady took my information and opened my account up and then walked away for me to go get her manager (David) I asked was there something wrong and she said there is a note on your account and when the manager came over i asked again what was wrong he said that the note said that they cant service me and i need to leave the store. So i ask what did the note say he said again you need to leave the store i cant service you. He would not explain anything so i called 611 from my phone to ask what is the problem and when i got the Customer service rep on the phone (Rio) he said there is nothing on your account that you should be able to upgrade then she said no is says your not the authorize person then Rio said oh it does say that but give me a min can i call the primary account person i said sure so he called my son Tyrise Barker and after talking to him he came back and said that your OK to upgrade i just need to talk to the the store rep that is helping you so i handed her my phone and then she took it in the back to the Manager and he closed the door while talking on my phone so i said can i have my phone back and why did he close the door what is he doing to my phone. so after 5 mins or so he handed me back my phone and then Rio said that i cant do and upgrade at this time because someone is going around to T mobile store with a fake DL with Cheriis Glenn on it and buying phones so I have to put a fraud on your account i said what why haven't i been told this and when i paid my bill the day before this the lady on the phone why didn't she tell me anything. so i asked for Rio to transfer me to his supervisor and he gave me Dave he was able to help me out. But i felt disrespected in the twilight zone and i have been a t mobile customer for almost 10 years and have never been treated like this and also they (the two people in the store) never asked for my DL or ID so how would they know who i was. Someone needs to look into this store saying that i am doing fraud and putting that on my account i could have been arrested or something bad happen to me and my account all because this Manager Lied to the Rep on the phone. He should have talked on my phone right in front of me not in a room with the door closed. I also asked her why is he talking on my phone with the door closed she aid he needs to talk private on my phone and i said he has no customer service she told me he don't have to have any he is the manager.

Posted by BadTmobile


I've called regarding my bill. They transferred me to different representatives so many times. I kept having to repeat myself. This is unacceptable!!!

Add your review!

Posted by Anonymous


Deborah Ingram representative from Augusta,Ga was awesome for one when I went to the t-mobile in North Augusta,SC one of the associate didn't tell me the truth about something that I had asked. Then I decided to call T-mobile she was so nice and very professional. She answered all my questions and she was so very patient. I was even thinking about changing my service after being with t-mobile for 15 years but since I talked to her I am still a customer here and I am not going to change my service. Thanks again. Deborah Ingram.

Posted by Samsung Edge 6 plus


Hello
Thank you for hiring an employee like Alvaro, at the 5th Ave T-Mobile store in San Diego CA. I visited to take care of storage challenges on my Samsung Edge 6 plus. Not only did Alvaro find the mysterious source of my problem, he answered all my questions about the situation and the phone. His brilliant product knowledge, interest,and attentiveness impresses me. How reassuring to know T-Mobile employs specialist customer service representatives like Alvaro.

Posted by Fina


Store 8441 provide me with an outstanding service,manager has so much knowledge about the product she goes beyond customer service,Megan and the manager r team player they go beyond to make customer happy.....besides all the challenge my phone gave her she fixed the problem..promote this employees...as I waited seen a lot of people with phone problem and they went beyond to help the customers...my favorite store 8441 thanks

Posted by Mallen92783


My (mostly outdated) Galaxy S4 was pretty much on its last leg with receiving/administering calls, and the associate in the store was incredibly helpful, and easy to talk to, and asked questions as to what I was looking for. I would gladly shop again with Laurin from the Wilmington, NC store. She advised me to buy the fiberglass screen protector, and a sturdy case to protect my investment, and also set me up with a payment plan to make everything easier. I am grateful for employees who are as much real human beings as they are salespeople. Thank you for service for the past 10 years, and it will definitely continue. We need more positive comments about our experiences in customer service!

Posted by Anonymous


Special THANKS to "FRANK" at Seattle store on E Broadway & E Republican street for lending me his personal phone to resolve billing dispute issues.

Frank tried to use the T-Mobiole land lines but the call would not go through and was very effective in helping me resolve billing problems.

There still remains one open problem in billing as I returned my iPhone 6s plus to Costco and Wireless Advocate promise to ZERO out the installment balance of $750..0

T-Mobile cannot find this email from Wireless Advocate so I must spend MORE of my time resolving T-Mobile-Wireless billing disputes.


Sincerely,

Gil Kiesecker

Posted by Beauty1216


I have had Tmobile for 11 years. Overall, I am pleased with them. I do, however, need to complain about my most recent issue. I had an Samsung Galaxy S4, that was recalled. Ok. They sent me a new phone...which suddenly stopped reading my memory card. Every phone thereafter was a refurbished phone. They sent me a total of 7 broken S4's to replace my S4. After going back and fourth with faulty refurbs for 3 months, a representative told me that the S4's had a lot of problems, and that it was unlikely I would receive a functional refurbished S4. They then upgraded me to an S5 (which I am still being charged for. I was promised by 3 tmobile reps, that I would not have to pay).

The S5 they sent had problems too. Half the screen didn't work and it took about 5 minutes to even access the web. The Tmobile told me all kinds of fibs to get me off his line because it was close to quitting time. First lie: He stated I didn't know how to use the phone because it was new to me. 2. That as long as the phone was able to make calls, the phone wasn't broken....despite half the screen being unresponsive anf despite the internet being barely working. He tells me, the phone wasn't broken. He soon became frustrated, refusing to believe the phone was broken and refusing to help any further, he told me to go to a store. What an idiot. He didn't even troubleshoot the phone with me. Quickly dismissed me as an idiot and got me off the phone leaving me with a busted phone the entire weekend.

A quick Samsung diagnostic check revealed the phone was indeed faulty. The screen only functioned on the left side and the Internet hardware was faulty. Thank God a rep with some sense sent me another phone. After dealing with that last ignoramus, one wouldn't want to deal with tmobile again.

Posted by Anonymous


The worst Customer support ever! Store manager no help. Service reps assure that problem is taken care of but drags on for weeks.

Posted by Anonymous


Great customer service! Helped me to save my number ( during poorly managed porting process by Verizon)

Posted by Nyjawalkoflife


T mobile why did they take the automatic machine that take payments the line is so long this is disrespectful standing on line for 45 mins its not good please bring the self machine back the line is to long to pay your bill.

Posted by Anonymous


I used the internet on my samsung 5 like many other times but this time it came up with a notice saying i had 4 viruses and my battery was dying. went into your store at chandler mall az met a very nice and knowlagable man named martin he put me at ease straight away told me what had happened how to rectify the problem and tips on how to make my samsung more user friendly.he gave great customer service and is an asset to your company.
From a very Greatfull customer.

Posted by Momonthego


I was very impressed with the quality of customer service that I received at the T mobile location in North Charleston Sc. Zana was very helpful and well educated about the services that T mobile had to offer. Thank you

Posted by Anonymous


As a retired Naval officer of 30 years, I want to compliment Johnathan Bass for his outstanding customer service as the Retail Store Manager of store 8434 - Maplewood Commons. As I waited in line for some lengthy time because a customer just did't get it, Johnathan was very polite, patient with the customer and was apologetic for the time delay, but in a very professional manner, that no one was upset. He always maintained the big picture and was multi-tasked in helping several customer at the same time. He has the right disposition, professional demeanor and can do spirit to be thoroughly recognized and seriously considered for more responsibility! Thank you.

Posted by Anonymous


Michaela was so helpful and very nice! Very informative and respectful.

Posted by DaniV


Felix at the Saugus MA store on Rte 1 is a sweetheart. So helpful, patient, and took the time to help me with all aspects of transferring my information and my app needs to my new phone. He should give a class on how to provide perfect and thorough customer service to the rest of the reps in this and other local stores!!! Best customer service I have ever had with T-Mobile!

Posted by Marcella Barreiro


I want to tell about my experience at Northridge Mall, CA today. I had my phone broken and I got an excellent customer service, offers and options
Yesterday I went to Panorama City store on Van Nuys Blvd and it was awful. They didnt even check my account, they just sent me to buy another phone at Walmart. I couldnt believe it.
I waste my time and I was thinking in change phone company because of this incident.
But tonight, I ca not complain Store number 1253 was amazing. I got a NEW PHONE
Very professional people, excellent customer service and knowledge

Posted by Vegasdsny1


T-mobile store Charleston and Decatur,Last Vegas. Excellent customer service from Lee. He's a great asset to your business. Someone needs to recognise him for service above and beyond his job discription. Just mention he help old guy out and I thank him very much.

Posted by Anonymous


I recently visited your store # 7651 in Washington, D.C. I was helped by Mr. Yohhanes Godwin, whose knowledge with your products, patience and overall demeanor was excellent! I also noticed the store manager, Mr. Taon Sauls, and the other employee working, Mr. Daniel Arias, give the utmost respect and great services to each and every customer. I would like to commend you for having such great representatives and ask that you note these gentlemen's personnel record for this commendation. Thank you. Sherri L. Wyatt, Esq.

Posted by Anonymous


On 7/12/16 I had a problem with my phone when I was out of town so needless to say I was really upset. Drove to my nearest T-Mobile store #9979. There was a very nice man whom approached me with a friendly smile and open arms and totally listened to my venting and after all was said and done not only did he talk to me in a professional and polite manner but fixed my problem in a snap. His name was Donald Walker.. Mr Walker was so calm, polite and professional and attentive. Never have I had the service as I had with him.He offered so many avenues to solve the idea and he just put the situation in action and completed. Very knowledgeable and an asset to your company. Please give Donald Walker the recognition that he so rightly deserves by either a raise or a certificate or some award. Because of Donal Walker I will remain a TMOBILE customer for good. Thank you Mr. Donald Walker for being there for your customers and you are noticed and appreciated.

Posted by Christy


I went to t-mobile store in houston tx. with issues about my bill. B4 that I already called a customer service line, & talked to a nice lady who promised to care of it but I wasn't convinced bcos my bill kept being messed up. Rayshawn Clark, an employee saw the frustration on my face, took care of it with a smile on his face. Patiently called customer service & informed them that I've been with t-mobile for a long time & would like to resolve the issues with my bill. He made my day. And today my bill has reflected to the right amount that am happy with. Please acknowledge him appreciate him if you can, he deserves it.His store # is . And feel free to reach me for any questions. People. Employees like will keep customers like for ever with t-mobile. Thank you & God bless you!.

Posted by 219-781-4335


I want to give a shout out to Vince D. Manager at the Valpo Mobile Shop in Indiana. After two years with T-Mobile we just bought new phones and all the trimmings. He was and has been extremely helpful. He has done EVERYTHING he said he would. We couldn't be more pleased with the phone service, the phones, cost and his customer service skills. Before T-Mobile we had been with Verizon for about 9 years. We ALWAYS dreaded having to make a phone call to them. Vince D's customer skills are far superior than Verizon. Thanks, Vince D.!! Now to make that dreaded call to Comcast!!

Posted by aravinda


Awesome!! the person named Quintin helped me out big time with my billing issue.

Posted by Anonymous


had a problem with Mothers Day tablet promotions. T-Mobile crew in Balboa store fix it promptly and professionally. Thank you

Posted by Newport,KYfans


After suffering through issues with my Note 4 for about 6 months. (Phone not staying charged. Showing as charged until removed from charger, then shutting down. Only at 30% and shutting itself off etc) I I finally decided to stop in a store local to me. I didn't expect a lot of help, maybe only I have 4 months until the end of my contract or something. No!!! I was told if I would pay the taxes, I would walk out with a new phone, replacement case, screen protector for less than $65. SOLD. When I went to tell the hubs, he said I wonder if they would replace mine too. You guessed it...yup, pay the taxes and he got the same deal even replaced his Otterbox case. My 12 year old son with Down Syndrome was with us and fell in love with the Google things. Yup...free. We were set up with Aaron who went above and beyond to make sure we were happy.

The following day, I had a call from a number I didn't know, no vm. Later, another call and a voice mail from Aaron. He apologized for forgetting the rebate promotion was still going on, on the phones we purchased. Here is my number and call me tomorrow before you come in and I will make sure everything is ready for you. Yup...called Aaron, he was off that day, he called the manager Anthony and he was waiting for us when we got there. Piece of cake. Even the other manager on duty, remembered our son and asked where he was. This is the 2nd time we have had outstanding Customer Service from the Newport, KY store. The store in Florence, KY almost made us decide to drop Tmobile, because of their rudeness to us previously. NEWPORT, KY location is AWESOME!!

SINCERELY,
THE Walden family

Posted by The Associate Stephen Patrick


I switched from sprint to T Mobile and the associate Stephen Patrick was patient and provided excellent customer service,He when the beyond my expectation. Happy to be with T-mobile and see people know the product they sell you and help you

Posted by Yuri


Thanks so much--I needed to sort out a device unlock function, and the customer service was fantastic: quick and helpful. Beyond expectations!

Submit your comment

Posted by Ihatetmobile5656


I got hired to work at T-mobile as a customer service representative. I did training for 2 months but during those two months they would put us out to the phones. The training was horrible. When I got to the phones I had some weird customers call me. All of them usually had a late bill up to like 300 dollars due, most of the customers wouldn't fess up to pay (then the team trainees behind you are making you become stern and demand payment! then on top of that they want you to ask them for more money) It was horrible. Some of the customers would lie just not to pay. Some were very rude, and wouldn't let me talk it was the worst thing I ever went through. And on top of it all you have to be patient and nice, and make metric goals. You got me TWISTED up T-Mobile. YOU SUCK BALLS. I HOPE THE COMPANY BURNS. No wonder they have massage chairs, and all these goodies while your on your break because your brains get splattered all over while your taking these calls. Plus sometimes you can't even understand the customers. Then they expect you to sell stuff to people who are suppose to pay it is horrible JUST HORRIBLE! I cannot believe they allow this organization to roll like this. The team leader that I had was a obese woman who wore whorish stilettoes to work and was just unprofessional. Tabitha Sherman is the most disgusting person .... ew In chattanooga TN. YOU DIE IF YOUR READING THIS.YOU FAT THING. and her lame crew. By the way if you are not in with the "team crew" they out u. So unprofessional and so unorganized, the system is a big money making machine, they want you to provide customers with outstanding advice and want you be stern and pull out every dollar you can. I do not wish you to work there, and don't because it will be hectic and not good. Best of luck !

Posted by tiredoftmocustomers


i have worked for several call centers and tmobile has the most complaining, wanting something for nothing,rude, disrespectful customers i have ever encountered. Listen customers who may be reading this! Be Nice! and a csr may go above and beyond for you. I know i will. But all day i am on the phone dealing with someone who is irate and it is usually the customers lack of reading contract, overages that the customer incurred on their own accord, but yelling at us, cussing at us. "let me speak to a Supervisor" Realize that the person on the other end of the phone is actually an advocate for you. I work with 400 agents and every one of them would go above and beyond for a customer but it makes it hard when a person calls you pissed yelling cussing, and its your first time looking at the acct. realize that yes at the end of the call we move on. my bill is correct, my services are great. my device works properly.So be nice, remember you called me and its just the right thing to do-treat ppl as you would have them treat you.

Posted by dark carnival


I am shutting off my t mobile service today. I have had t mobile for 7 years. I got it when I first started working there. T Mobile use to be a great company.... it has gone to hell. I left the company a long time ago... right when they started splitting districts and firing all the management... they didn't used to charge for upgrading. They charge for everything now. The phone I have right now has been replaced 4 times. The problem was APN settings.. not the phone... it took me months to figure it out. The phone I have now is a piece of crap.. turns off at random. I am following pace with all my friends and going over to a monthly prepaid... my phone bill will be more than cut in half.. it's just not worth it anymore.

Posted by Agent Oso


Iam also a former tmobile employee. I was fired recently for the reasons: I did not meet my goals that I had supposedly committed to after I was given their "Decision" time ultimatum. I came to this company about 12 months ago and I was never able to meet their overall "Metrics" requirements. I was there long enough to experience first hand the intimidation and harassment that front line employees are constantly subjected to. This is only the 2nd job I have ever been fired from in over 40 years that I have been actively employed. None the less, my termination actually brought an immediate sense of relief and freedom. The culture in the call center is so "toxic" that I had fellow employees as well as myself just hoping and praying for tmobile to terminate us so we can be able to get unemployment and just move on. This company has such warped mentality on how to implement "customer service." I made comments on one of my coachings with my coach and manager as to how our style of customer service was impacting our customers and causing tmobile to lose such a large number of customers and after that, they ramped up the pressure and shortly after that called me in to another "coaching" and gave me their feared "Decision" time. On "Decision" time, the enmployee is sent home for the rest of that day shift and advised to return with an action plan called (SMART). Of which each letter stands for something (Idealistic). This plan is just a pretext or further step in their termination process. When I first stated working at tmobile, I was actually proud and actively promoting the company to my friends and relatives. But several months later, after seeing and living the "bad customer experience", I actually started warning everyone that asked me about the tmobile phone service (this was off the phone) to stay away and choose another phone carrier, any other phone carrier. This company (tmobile) is so infected with fraud and deception upon the customers, that if it lasts 2 more years, that will be incredible. The customer "attrition" rate alone is decimating to the company. I personally took an average of approximately 40 calls per 8 hour shift and since I was in the Retention Department, most of those calls were customers requesting to cancell their services. The other calls were what we called "contract dispute" issues. Or, they ended as contract disputes. The customer would call in and request to know their contract end date and or request a disconnect and after informing them they were still under contract for "X" number of months, they would go "Postal" because they were unaware their contracts had been extended without their knowledge and or authorization. And to add further pain to injury, they were advised to write a letter to the "Contract Review" department (Customer Relations) disputing their contracts. This "contract review" process seems to be designed to further frustrate the customer because they would call back in a month complaining that they hadn't heard back from Customer Relations and if they had, it was not a favorable response to their dispute. Aside from that, tmobile's biggest fallacy is their "Metrics" which employees have to meet or get terminated. The customer care reps are constantly transferring them (usually cold transfers) to other departments in their efforts to meet one of the main metrics CRT (call handle time). Their theory is that if this individual metric of 535 seconds per call is met, all the other metrics will just naturally line up and fall into place. So, all it takes to screw up your day as a customer care rep, is 2 or 3 20+ minute calls and that leaves you (the rep) scrambling and looking for shortcuts like dropped calls and "hurried up transfers" to end up the shift at a somewhat respectable under "600" seconds of CRT. Their other most prominent and "sense of urgency" metric is CPH (contracts per hour), which is currently at a 1.1 contracts per hour minimum. This is the most difficult to meet because in my department which was "Retention", it is difficult and most times insulting to the customers calling in to be upsold when they are already upset with tmobile and they are seeking resolution to their billing and contract disputes. This one is probably the reason that caused them to call in in the first place. Like their contracts being renewed without their knowledge or consent because some representative over the phone or at the tmobile store renewed their contracts or added "clandestine" charges to their account. Also in their "frantic" effort to regain respectability in the "J D Powers" ratings, they are heavily emphasizing their VOC (Voice of the Customer) metric. This metric is one where the representative is either going to get a 1 (lowest) or a 6 (highest) based on the customer resolution. It is impossible to avoid ever getting a 1 or 2 rating which will land you in a heated coaching session because 95 percent of our customers are extremely irate by the time we would get that call. The leadership just naturally places the blame for the low score on the representive. Two low scores in the same week is what started my "demise" from the company. It was during the ensuing coaching that followed that I expressed my thoughts on how to better improve the overall customer experience. Which of course led to my termination or "Seperation" as they like to term it. My advice to all customers that are experiencing billing and contractual issues is to immediately contact their state Better Business Bureau and or their state Regulatory Commission and voice their complaints if tmobile starts with their usual "runaround" responses. Tmobile seems to think that they are "Too Big To Fail" and their recent cash infusion from the failed merger with AT&T has raised their level of arrogance and audacity.

Posted by Mickey


I just recently left T-Mobile's call center where I was employed. They preach how important their customers are to them and how we are supposed to resolve the issues the customers are having.
Then, they only allow the Rep.'s to spend no more than 6 minutes on the phone and then we are told to get off the phone.
How the hell can a company say they care and then put a time limit on the phone call. Especially when their systems suck and information is almost impossible to find to answer the questions.
They also make their Cust. Svc. Rep.'s make a sales offer on every call. So, if you really think about it, they are having their Rep.'s hurry through the service portion of the call and hurry up and add more stuff on the customers account.
Then, they hire a bunch of 18-20 year old kids that know nothing about business or servicing a customer well to get the job done.
I have moral standards that I live by and will not go to work at a place, no matter how nice the work environment is, that does not give a crap about the customers.

Posted by wy2cky2


I am a former employee for t mobile. let me tell you from first hand experince that the company suck.They do not care about there employees or for the customer. I was fired from the company because of fmla for my daughter who almost died from third and fourth degree burns on 85% of her body.Instead of saying I ran out of hours for fmla or letting me go on an leave of absent they let me go because they said i had too many employee phone acct. Which i did not use t mobile because I didn't receive good service at my home. If they treat employees this way why would anyone think that they would get good customer service from an company that does not care about human life.Not only did Verizon start my acct with them. They gave it to me free of charge for life a time. That's great customer service.Am from a small town in the south and t mobile was my family choice of service,not any more. They all dropped t mobile and gone to Verizon. Thank you so much about not caring about me or my daughter because would not have a great company that cares.

Posted by Nodnarb82


I am recent hire at a T-Mobile call center as a Tier 1 General Care Representative. So far my experience has mirrored most of the negative employee comments posted here. I was hired on the pretense that sales would be a part of the job, however, at no point was it explained to me just how much the focus on sales was. I am currently at the end of week 5 of training and have relegated to the fact that I am most likely not going to have a job in 3 weeks time. I have brought my concerns to both my Senior Rep and my trainer/coach. I have also already been brought into their so called "Huddle Room" to sit with my trainer for over an hour to discuss the fact that I need to make "a decision." We currently are required to make a sales offer on EVERY SINGLE CALL. It doesn't matter what type of customer or what their situation; offer, offer, offer. 10GB, 10GB, 10GB. This is all everybody cares about. It's all about the bottom line and the customer comes last. Anyone that gets in the way of this gets let go. It seems is though the only decision I have to make is whether I choose to resign on my own volition or somehow get fired. The metrics and standards they require are unrealistic and most likely unattainable for someone like me who tries to act with integrity and ethics. 90% of my calls are customers complaining about their ever fluctuating bill being too high. Am I really expected to sell these poor people services they don't want, don't need, or simply cannot afford. According to T-Mobile I am. All day long you hear coaches around the center yelling out praise for all the sales being made. Not once do you hear this praise for a customer being treated with dignity and respect. It's really quite disgusting if you ask me. SPPH this and SPPH that. Keep your CRT down, make sure you don't take hits on your iOCR. It really seems to me this is actually a cake and eat it too situation. I once asked what was more important; customer service or sales. And of course I was told both. However, if you are an all-star salesperson you can still keep your job if your other numbers are down. Don't expect that to work the other way around, because it won't. After 5 weeks of this nonsense I can't wait until the time comes where they just let me go. I feel like a horrible person on a daily basis because it is not enough for me to simply assist my customer and send them on their merry way. Whatever happened to customer service? Oh yeah that's right, I work in the Customer SALES and THEN service department. Their practices are atrocious and offensive. I am expected to perform tasks that lack integrity and ethical practices. If you want your customers to know what you have to offer then pay your MARKETING AND ADVERTISING DEPARTMENT to do it for you. I don't make enough money to do everything. Sales, Service, Advertising, Abuse Taking. This is not worth what they are paying. And this is all happening while I am still training. I shudder to think of what will happen if I am ever unlucky enough to make it the so called Production Floor. I can only hope they find enough fault in my sales area to let me go sooner then later. They would be doing me a great favor. I can't wait to get out of there!

Posted by tiffanychs


I am a ex-employee, there are many things going wrong with this company. When I first started it was about "rightfitting" the customer by asking probing questions. Meaning we fit the customers needs with what they wanted to use their phone for. No matter what, if it didn't make the company money, as long as the CUSTOMER was happy. However what was happening was that when reps were offering a free month of web or another service the company was basically counting imaginary money. Customers would add it and then remove it a month later, so T-Mobile provided service expecting customers to keep that but they were not so T-Mobile was throwing money put the window via services and by providing reps with HUGE unjustified bonuses. Company finally catches it and reps stop getting 1000+ bonuses this equals unhappy reps. THEN reps received a THREE day training about how to sell, sell, sell. I know reps who had been there for ten plus years who essentially had to erase everything they had known abpt the company and focus on sales, then customer service. It was extricating!!!! I was struggling with the 379 talk time required, that's seconds by the way. Then I had to relearn how to speak to customers and gently offer a crappy service that I wouldnt even think of using. There was a constant battle between reps and management, but it was all a mess, stats were not being calculated right and it was the reps fault in the end because they actually couldn't answer questions, and contradictions were a daily thing. And that is why reps sound like idiots on the phone!!!! I would ask for help to improve weekly and I was told that it was basically a waste of time, however the reps I listed to were AWEFUL!!!! I was transfered to another team and was threatened for four days. On the fourth day I was FIRED, I told the HR manager that I wanted it documented because I showed her the notes on the conversations the sup and I would have. Refused to put in my file. Employee are in a constant state to termoil, fear of being fired or repremanded for things sups would tell reps. The center I was at has the highest cases of FMLA due to anxiety or depression. And now T-Mobile is trying to deny claims regarding real mental health issues. T-Mobile does not care about the customers or the employees. T-Mobile lost track of their core values, they used to live by them reps were PROFESSIONAL and were caring and now you get so ghetto, rude, unwilling to help, or educate the customer about things. Once T-Mobile returns to those core values things will be the way they were.

Posted by Dr jekal Mr hide


Mobile I am still an employee for many years at T-mobile, I work in the store level. I hear your woes and feel your discontent. T-Mobile for the most part has been very good to me and in turn i assist my customers to the best of my ability, with loyalty, and professionalism. T-mobile is still a good company wanting only to provide services and support to our many customers.

The past year admitted has been a rocky one. The New CEO trying to pawn us off like some redheaded step child (sry gingers)then a failed merger, 9 call centers closed (3200 employees adios), more jobs sent abroad, and around 1000 people, including upper management lost their jobs. using a business prospective i see the need to cauterize the bleeding loss of income, once we begin to produce income again I hope this money will be reinvested into newer better network, phones, training and support.
poor decisions have been made to both our deperment I feel Tmobile is competing with itself with prepaid and Walmart, which is silly.

Now knowing the behind the scene please take that into consideration when calling care or visiting the store, "you get more with honey than vinegar" And Its really not easy to sell our new product line, the confusion of this value plan and financing of the phones, terms conditions phone set up, right fit, demo and now the required advance payment for the monthly bill and proration. arg.. our job is far from easy and we are not competitively paid.

Posted by ECS


I was a customer for over 10 years. Last year, they switched my acct to month to month before my contract was up.(I asked them to do that WHEN my contract was up-we reviewed the dates). Then they wanted to charge me an ETF. Additionally, they wanted to charge me for the days left on my contract AND the monthly days (i.e. have me double pay because they switched my account early. They overcharged me and when I disputed the bill, they charged me 20 bucks for disputing an incorrect bill.

I could not reach them on the phone (I was put on hold for hours or hung up on). I wrote 4 letters-they didn't respond.

Finally I submitted a complaint online to the FCC. Then they called me. It's still not resolved. Glad to be rid of T-Mobile.

Posted by areweclear


I used to work for T-mobile for 4 years, would have been 5 this march, but last year i was let go, due to the Merger that "was going" to happen, for those of you that have probs with the CS its because t-mobile fired the good reps,and kept the bad reps, because they where cheaper to keepthan the good reps, and made it to where you only really get 3 mins to speak to a rep, god forbid you call back to thats a no-no. T-mobile has really gone down hill since the new CEO took over, and they made all these changes. I say this from a customer and exemployee standpoint. Honestly they are going broke, and can not compete anymore, glad I made the switch and so is my family when the contracts are up. tell everyone not to go with t-mobile they just aren't they same anymore.

Posted by buckle


Hello to everyone. I just passed by this site and I was really shocked of all the negative comments for T-Mobile. Honestly, I do understand their side why they posted negative comments. By the way, I'm one of the outsourced agent of T-mobile. I always got a perfect score in customer service. Honestly, its also a problem for me that we are required to offer in EVERY SINGLE CALL that we have.. I'm really sorry for that.. And also I would like to speak up for my fellow outsourced reps.. we are also trained the same way with american agents, we can also speak english, and in the first place, we will not be hired as a CSR if we cant speak proper english. also please try to understand that we are also HUMANS, pls dont shout at us as if we are animals.. if you keep on shouting and uttering bad/foul words, how we would be able to assist you? we can also feel, as much as we can, we are controlling our temper to still provide good service, but how are we going to do it if we are being abused. thats why we have steps to follow for harassments calls. thats just it.

Posted by Tenured Agent


end users blow! No agent wants to deal with them. Expect the service to get worse until the people calling in can act like civilized human beings. And be warned T-Mobile has a zero abuse policy. You are warned twice then... click! Read your contract before you sign it and live up to it. Most of T-Mobile's clients are government and fortune 500 companies. Why they bother with end users is beyond me.

Posted by Anonymous


I see these... "I use to work for tmobile"... and i think yup they were fired. I love my job. If you show up on time when you are suppose to, follow the polices and do your job you will never have a problem. EVER. And, advancement is a breeze. I have only seen two types of people leave those who cannot take the abuse from customers over the phone and those fired for poor work ethics. I believe nothing that comes from either of their mouths. tmobile is defeinatly better off with the dead weight gone.

Posted by Alice V


I spend all day dealing with customers who never read their contract, don't monitor their bill and decline features that would give them discounts. Everything you say is noted and recorded and thrown back at you when you have selective memory. Ten percent of the time the problem is the carriers fault, ninty percent of the time the customer's. It is not the carrier responsibility that a customer reads their contract or monitors their own account but they get blamed for it. The only contract that exists legally is the one you signed. Read all of it. Nobody holds a gun to your head and makes you sign it. You have a buyer's remorse so there is no excuse to keeping a contract you claim you didn't like or agree to. Secondly, there is an abuse policy allowing an agent to warn you about shouting, threats or swearing then click you are gone. Experienced agents are worth their weight in gold T-Mobile moves mountains to keep them. So complaining about one is fruitless. As long as they do their best and be professional they stay employed regardless of any mistakes they make. T-Mobile gains more lines than they lose everyday and this will continue now the AT&T merger is gone. No agent at T-Mobile wants to work for AT&T. Off shore call centers have destroyed customer service. They are uneducated, ill trained and just hang up on difficult calls. But they are cheaper than American agents. I have to laugh when people say,'demand a supervisor and you will get what you want'. They're lying, supervisors do not give you what you want they give you what you are entitled to which is usually nothing. So, when an agent gets a supervisor they get a bathroom or smoke break while the sup deals with it. So, read your contract before you sign it, monitor your bill and pay your bill and you will have little trouble. For those of you who yell 'I didn't know so I'm not paying it' - bend over and grab your ankles or leave. Once a call is done an agent forgets you ever existed.

Posted by ttom11


I used to work for TMO, I have been a customer for many years, then I woke up one day and they shut off my phone for being 2 days late on my bill? I tried to call only to be cut off agian and again, I fianlly went to the TMO store and they connected my to CS and I was told that it was going to cost me $20 per line, (I have 2) to reconnect my service, I informed them that I was going to go to Verizon, then a so called supervisor got on the line and told me if I stayed with TMO I would not have to pay this fee, I informed her I did not have my checkbook with me, and she said that she would note the acct. and I could call later and make a payment, I got my checkbook and was at the library so I called from a payphone (my TMO phone would still not call CS) the rep. told me I had to pay the $40 dollars to reconnect my service, I informed her that there is supposed to be a note on my acct. there was no note, so I have now ditched all contract phone companies, I hate being misled and lied to, I encourage everyone to do the same, contract phones are a rip off, look at Europe they have been without contract phones for well...ever. TMO sucks as do all the rest..

Posted by Anonymous


I used to work for T-Mobile and the largest complaint I have as well as former employees and current employees is the level at which they CYA to be so HR Appropriate. Just one of the things that makes it so bad is, they can sell wallpapers an individual can purchase for their phone but yet if an employee puts up the same type of picture at their desk it might not be HR Appropriate. They operate on a double standard.

Posted by bangorstate


Yes also a "former" employee, by supervisor
was never at his desk. He would not take calls
and never gave feed back to the reps. But the funny thing was, he never got fired. So to the poor customers out there "I feel your pain"

Posted by Anonymous


HEllo all, I have to aggree with the other posts here, many of those negative post could of been resolved easily with a little time and acctual effort, and it is true that there is never a shortage of negative comments and there are less people out there that would take the time to comment when anyone with a negative experience feels they need to vent .However and this is comming from a rep that prides himself on nothing but excelent survey scores from you the customer, things are a changing. Customers service has been desolved and retitled as service\sales, it is now a requirement to try to sell to every caller we take. A quota has been enstated of $150.00 per hundred callers however per day is being enforced . This has led to more complaints and slammed customers that i have ever seen in the many years i have worked here. The praise we used to recieve when we save our customers money has been replaced with scorn, and the term "right fitting" wich meant to add services that would help, and remove service that were not needed has been bluntly replaced with "sales", and any removals go against the quota so reps are now scamming to keep customers from removing anything. Commision has replaced the right fitting bonus but many of us never cared about commision or sales and honestly i think it just makes the hole thing worse. And all this started jan 1st 2011, so from the bottom of my heart to all of our valued customers, I am sorry but we will, I will try to sell on even the simplest question and answer call. At least untill i find a company to work for that knows the difference between customer service and sales. I do have to admit, i have worked for many call centers that do know the difference, but they dont pay as well hourly."Tragic".

Posted by bluevelvet


Hello I am a former employee of tmobile in the call center most of the negitive coments are issues that could have been resolved if the rep was knowledgeable unfourtunatly i have noticed a recent trend with tmobil to fire long time employees who take the time to think out side of the box to resolve issues for customers empoyees who have been with them through all the changes and know how to find information on old issues because these employees take to long and becuase a lot of these employees feel it is wrong to give a customer push back when they need to remove services to reduce bills or to sell a product the customer does not need It is really sad to see such a great company go down hill so quickly espicialy when i see the negitive comments and know that 9 of ten of those calls could have been resolved easily

Posted by anonymous


Hi! I posted a comment in the "employee comments" (the ONLY one so far) and the reason the ratings are terrible on this site is because normally people don't share their "good" experiences, unfortunately. Happy to see feedback from those of you that have positive comments. Maybe someday good experiences will spread like wildfire, instead of the opposite!

Posted by Anonymous


Hello Everyone!

I worked for T-Mobile customer service for 6 years, mostly with the Business Care and Offline Department (answering e-mails faxes etc.), but I also worked on the phones with the customer service department, I really enjoyed my job and loved being helpful in resolving any issues or concerns voiced by T-Mobile customers. I understand the comments posted below, and just wanted to say that overall, T-Mobile has a great team of customer service representatives that in most cases will try their best to resolve issues. (not to say that they are ALL perfect) but please don't let your individual experiences sour you against this company. I realize that negative experiences are FAR more impacting and faster travelling than good experiences, and I've had a few myself. The bottom line is, T-Mobile has won awards for "Best Customer Service" for a reason. I wish I could help everyone who has posted a negative comment on this site, because I believe in this company, and 100% of the time, if you have a valid issue that needs to be resolved, it will be. Don't let a few bad apples spoil the bunch. We are not "monkeys," we are human beings, and ALL of us can relate to having billing problems/issues with companies that service us. We have ALL been frustrated with a customer service department at one time or another, and I can speak for the bunch I worked with, WE DO CARE and WE DO understand. Please don't take out your frustrations on the customer service representative you reach.They truly are there to help you, and they don't deserve abusive language or name calling. You will get your issue resolved if it is valid.I like to give customers the benefit of the doubt, but the truth is, there are dishonest people out there, and policies are in place that CSRs need to follow. If you state your case and there is truly an issue where T-Mobile has made an error, it WILL be fixed. Speak to a supervisor if you need to.

Thanks for reading my post!

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