T-Mobile Reviews 608

I was a Sprint customer when they merged with T-Mobile. At the time I switched to the T-Mobile magenta 55 plan, which was guaranteed to stay the same price for life, let me repeat that, for life. Today, they raised my monthly service charge $20. T-Mobile's coverage was good but not great and in light of their going back on their word, I'll be switching to another carrier.

Buyer beware. We were promised a promotion and trade-in credit for two iPhones by a T-Mobile representative, only to find out months later that the credits were denied. When we contacted T-Mobile customer service, they refused to honor the offer or provide any real help. Their communication was dismissive, and it was clear they had no intention of standing behind what was promised. We were left paying full price for devices we were misled into upgrading. This experience was not just disappointing—it was deceptive. I suggest shopping around.

I have been a customer with T- Mobile for years, who assumed my service contract for mobile service from Sprint who I had been with for over 5 years. When my service was transferred, I was assured and guaranteed the voice and data plan rate I currently would remain the same for life and not change unless I altered the plan. This plan was considered a "grandfathered" plan with the rate set for life. This was explained by both Sprint customer service reps and also T-mobile customer service reps whom I had spoken with during my time utilizing their service who were able to locate and verify this information when I contacted them. This rate was $29.99 w/ tax which came to $34.11 monthly. I have had this rate for numerous years.This month, T-mobile initiated a rate change to my plan categorized as a "one time rate change" for my designated group of rate plan customers of an increase of $5 per month. The rep Paul was not willing to do anything to change my rate back.Paul stated they (T-mobile is allowed to do this because there is no legally binding contract in writing;) though there is and was a verbal contract which stated that this rate and plan was for LIFE. Paul had a supervisor call me back and confirmed my rate plan was locked in, but was unable to alter it back to the original rate. Of mention is the supervisor Chase insinuated I was "confused" about what my rate plan actually was and further stated he could not locate anywhere in my account information regarding a "grandfathered plan, set rate, etc) all convenient information when the business is dishonoring the prior contract of rate I was informed and conducting rate increases on customers who were previously able to verify this info with the very same customer service reps they work with.

I would give it zero stars if I could. I purchase a phone in October 2024 using my debit card. The card was compromised so I went to the local office and gave them my bank information. They took out November payment that way but seemed to loose my information befor December was due. So they called me and i refused to give the information over the phone. I canceled the service and notified coorporate offices of such. Now 1.5 years later they sent me a statement wanting over $400. I laugh at them they are to stupid to figure out bank information therefore they don't need my business

I hate tmobile because of them i lost my job ive been going back and forth with them just for past due balance os 179 dollars that i stated i was going to pay on friday but they did not wanted to help as well blaming for things that in no moment i did in the account customer service are useless supervisors arw useless and to be honest with i hate them

They are absolutely diabolical. Their prepaid program using e-sim is a complete scam. E-sim isn't working. Can't believe I thought I could get a new number with them.

It's the worst company. The service is catastrophic. They create fictitious amounts every month! They're not trustworthy. They should be sanctioned and removed from the market.

I visited their store in Boca Raton Florida 833 S Federal Hwy and despite having 3 sales reps on the floor there was no interest in helping me since no sale was imminent and i had stopped by for service. This is what t-mobile does with their new clients, no more tmobile.

Counting our years in Germany, we were 20 year customers. Service in the USA wasn't nearly as good as we had in Germany, at the start, but connectivity got better with time. Customer service never did, and it always felt overpriced, but my spouse wouldn't change companies. When he got sick, we tried to get them to make me primary on the account, but the best that could be managed was to give me access to pay the bill. Well, my husband passed away, and several phone calls were made trying to get the situation sorted out. We managed to get his line canceled, and I was supposed to be made primary on the account but that never happened. Now I found myself unable to change the account on the autopay (his bank account is now closed, of course). Have spent months now dealing with this problem, and have had enough so I want to cancel my service and go elsewhere. Now the roadblocks and complications really start popping up! So after a useless chat conversation with t-mobile care, and two phone conversations (one with my granddaughter on the line) we were directed to take a death certificate to our local store. Lady at local store says that's not how this works. She cannot do what theyre telling us on the phone she can do, so after several attempts gets on the phone with cust care. An hour later I leave the store with the promise of a call back from the correct dept some day this week maybe (though they were, of course, able in the end to get the payment method changed so they can get the bill paid). Before we left there, the store associate mentions she doesnt understand why we werent told to mail in the death certificate with a request to be made primary on the account the first time we called them after his death, since thats the normal procedure....I wonder that too, because we've been in contact 3 or 4 times before in the last nearly 3 months and never once did anyone say anything about mailing anything in. This is why phone companies are on par with lawyers and dentists on everyone's "hate to deal with" list.

If I could give zero stars I would. This company has been nothing but crap for the last years I have been with them. They save they give you discounts but then they start taking the money from somewhere else. Within the year they will have collected what they say they ‘discounted’ every month a new charge. An increase somewhere. And don’t get me started on their customer service. Where did you find them all - India??!? I might as well be talking to a wall. At least the wall would be more competent. How is T Mobile not already shut down. I don’t think I’ve seen one positive review. The headache and whole day of no service to transfer my service over. You allow a child to change over services, yet won’t allow THE ADULT WHO OWNS THE ACCOUNT BECAUSE I DONT KNOW A PIN I SET UP 10 YEARS AGO. BUT YOU LET MY TEENAGE CHILD COMPLETELY FK UP THE ACCOUNT AND COMPLETELY DELETE MY NUMBER FROM EXISTENCE. YES THIS COMPANY IS LEGIT THAT INCOMPETENT!!!

Terrible company. Terrible service. Don’t waste your time. Or money. Use ANY OTHER provider.

I purchased an international plan but my app connected to the wrong phone number. I called immediately but Agent says it’s my fault so she isn’t allowed to change it per T-Mobile policy. I have to purchase a new one and lose the $50 I spent in error. Instead I will not purchase and switch carriers once I return to States as I am no longer under contract. She says that was fine and hung up on me!

I've been a Tmobile Business customer for 3 years now and have had great service UNTIL this year. I use to be able to do everything on an app on my phone - which was great since I am a mobile business. Well now T-Mobile is PUSHING their business customers to use their Business Hub website. Which would be okay IF IT EVER WORKED ON MY TMOBILE PHONE. Paying my phone bill and making changes use to take seconds now it takes me at least an hour. Whys that? Well even by going onto the Business Hub website HALF of the shit DOESNT work. Want to add a line? I now need to go into the store OR spend 2 hours on the phone. Can't just do it on the app anymore. Need to make any little change? YUP into the store OR on the phone for hours. Website is ALWAYS down for maintenance or gives error codes. Actively looking for another phone carrier who actually cares about business customers. I average 8 active lines, sometimes as high as 12. Depends on how many employees I have at the time. Guess Tmobile doesn't want my money anymore.

The new S25 is a nightmare. The AI costs money to use, the charge starts at the end of 2025.
They advertise like it is included with the purchase of the phone, but that's a lie. T mobile owns cell companies that are only $15 mo. And the want to charge $19.99 for AI service.
As a 20 plus year customer, I am switching from these liars!!

I bought 2 devices in full 2 years ago for my wife and I. The trade-in devices were credited at ~$500 each. Turns out they only applied a ~$400 credit each to the account, also split up over 24 months. Somehow that missing CREDIT was divided between the 24 months AS A BILL. So not only did T-mobile de-value the trade in, the difference was charged to me, effectively making the trade-in value of the devices $300 each, which is a steep difference from what the promotion would claim. Not only that, but when I switched carriers, this week, I was charged AGAIN. Another $198 to pay off the already paid off devices, so they could unlock the sim to port to the new carrier. It is absolutely insane how they get away with this. Absolutely scummy.

Okay here's what went wrong with T-Mobile recently here in Atlanta Georgia ever as I am a metro member I tried to switch to the T-Mobile because they had such a great promotion going on however the phones that they was given wasn't compatible with what I needed and I went to a T-Mobile store and they helped me return the phone A year later I'm still trying to get them to take the charges off the phone that was returned I have voicemail from T-Mobile saying they received the phone they have notes and the system saying that they received the phone and I'm still having a problem them trying to charge me for a phone that was returned even though all the evidence is there that the phone was returned this is very frustrating when I'm trying to keep my credit at a at a premium without having stuff on now that is my fault when I done everything right sometimes it doesn't work out when stuff don't work for you and then this situation it didn't work for T-Mobile to have me as a customer and doing the right thing is still painful frustrating for them to keep going on and on with the evidence that they have proven that they have to follow and still trying to charge me so please people be careful with them and I'm still waiting to this day to hear from them about these charges being taken off my account

I've been with them for over 20 years, but that's about to change. I had an issue with my phone because of an insurance issue, and they said on 4/4 my service would be back in 48 hours. Still nothing. I contacted them through the website this morning, and they couldn't help either. It is now five days since I have had service, can't check my messages, get calls, get texts or anything. Still no service and apparently, they can do nothing to fix it.

I am moving to a new carrier. Tmobile, get with it!

Price Lock Guarantee for 55+ plan when i signed up for T mobile 5 years ago has been invalidated and not honored by T mobile. Huge signs in T mobile stores back then stated guarantee price lock for ever. Now, starting April 2,2025 T mobile is adding a $5 per line cost for no additional changes or services to my account. Can’t trust them at all. Their service is fine but their policies are unreliable.!

I've had t-mobile for over 10 years. Never had much of a problem.Was recently in a wreck phone got busted had to get a new phone. Went to hell from there. Sold me a previously owned phone that doesn't work half the time. When I called they kept asking how I knew it was previously owned. Last I checked brand new phones don't have games that have been played and levels beat. Told me I have to print up a return lable get a box and mail it back in then go to the store and buy a new phone. In 6-8 weeks they'd refund me for broken phone if it's really broken. Then yesterday and today both called me because my bill is a few days late. Tried calling back and told it's over a 2 hour wait. If they have that many pissed off customers they obviously have more problems then I've been discovering the last 4 months.

MINUS 5 STARS. Their system is completely ridiculous. Their website makes no sense and doing a simple thing like adding data seems be so complicated. Sometimes things work, sometimes they don't. They need to improve sooooo much. And if you're going to have options to pay with foreign cards online, maybe make it possible to use a foreign postcode too or the whole thing doesn't work.

Cancelled T-Mobile last week, received the bill year in the mail and today got an email from debt collectors that the bill went to them! I was not backed up on my bill. And they couldn’t even wait for me to pay it! Smh I do not think I’ll ever go back to the company after being with them for 9 years!! Do not go with this company!