T-Mobile Customer Service Issues

Dear Customer Service, I am delighted to place an order for the Velocity Smart Watch, which is priced at $[redacted].99. I am pleased to see that there are no charges for the watch itself, but the total shipping cost is $7.98. Additionally, with the Mastercard promo, I received a discount of -$2.16, bringing the total amount to $5.82. Please note for the billing information, I have provided the necessary details, along with a shipping address within the United States. I am excited to avail of the 30% discount for using my Mastercard, as mentioned in the promo. I appreciate your attention to detail in processing this order and look forward to receiving the shipment by Monday, October 9, [redacted]. Thank you for your continued support, and I eagerly anticipate enjoying the smartwatch. Best regards, The Bojang-Jatta Family

In July [redacted], I purchased the wireless internet package from your company. After receiving the package and setting it up, I realized it didn't work because the address was not correctly updated in the system. Despite several attempts to fix the issue, the service still did not work due to the distance of the nearest tower. I was also misled about the service coverage in Branscomb, CA, where I reside. I was promised a 14-day trial period to return the device if I was unsatisfied, but now I am being charged for a service that does not work for me. I contacted customer service on 10-14-[redacted] and was informed that an investigation is necessary, despite being previously told the same. This situation is both unethical and reflects poorly on your business. I hope to resolve this matter promptly, otherwise, I will escalate it to your supervisor. Thank you for your attention to this issue.

My husband dropped off my iPhone 13 Pro Max in the mailbox securely taped as advised by the T-Mobile representative. When he inquired, they had not received the phone, leaving me shocked. We have been loyal customers of Sprint for many years, and this has never occurred before. The phone was without any cracks and in good condition, so it's unfair to be charged $1,[redacted]. Please contact me at [redacted] to resolve this issue promptly. Sincerely, Ken and Sandy Jones. Kindly forward this concern to corporate for investigation. Thank you.

My debit card was compromised, so I got a new one and forgot to update my payment details. When my services were interrupted, I contacted customer service, but couldn't proceed without my six-digit security number. I visited a store as instructed, but the manager mentioned my account was in collections, leaving me unable to resolve the issue on the spot. I have since relocated to Seattle and wish to resolve this matter promptly. Being aware of your company's principles, I believe this situation doesn't align with your values, especially considering my circumstances as a 74-year-old navigating personal challenges. I returned the equipment in April and am concerned about the impact on my credit score. With my modest income and savings from a separation agreement, any further financial implications would be difficult for me to bear. My account number is [redacted]72.

I have some feedback regarding my recent experiences at the T-Mobile store on Moreland Ave in Atlanta. During three separate visits, I encountered long wait times and subpar customer service. Initially interested in a Pixel phone, I was discouraged by the high price and offered free phones instead, which were insisted to be better. When I specifically requested a Galaxy S-14 on the third trip, I was repeatedly pushed to consider the Pixels despite my preference and budget. The lack of consistent product availability and contradictory information about stock was frustrating. Additionally, the restrictions on trade-ins and the misinformation regarding eligibility left me feeling dissatisfied with my overall T-Mobile experience. Despite finally acquiring the desired phone after multiple visits, these issues have undermined my confidence as a T-Mobile customer.

My 88-year-old mother switched from AT&T to T-Mobile, and the entire process was terrible. She got an iPhone that had to be shipped to her. When it arrived, there were activation issues. After waiting for an hour for help that didn't resolve the problem, we went home. My sister later took her back, and after another hour of troubleshooting, it was determined to be a faulty phone. Another phone was sent, and after yet another long hour at the store, the issue was finally resolved. It was frustrating to see my elderly mother have to make multiple trips back and forth. While the sales representatives were polite and customer-focused, they lacked the necessary knowledge and problem-solving skills. The experience was unacceptable, and it has left me hesitant about continuing to do business with T-Mobile and hesitant to recommend them to others.

I recently switched my T-Mobile numbers to another carrier at the end of August. My final billing cycle was paid via auto pay on 9/30. Despite no longer being a customer, T-Mobile charged me again through auto pay on 10/31 for a service they no longer provide. I am currently traveling outside the US, making it difficult to contact them. I have disputed the charge with my credit card company. It's disheartening to experience this kind of situation with T-Mobile after being a loyal customer for over twenty years.

I need help locating my lost Samsung Galaxy A6 phone. I am unable to find it and suspect it was left at a friend's house. When I call the phone, it goes straight to voicemail. It's essential for me to retrieve my phone as it contains valuable information. I appreciate any assistance in locating it.

I need assistance restoring my phone service with the same number. I initially signed up for a government phone through Assurance Wireless and used the SIM card in my iPhone for about 6 months without issues. Recently, I was offered a tablet through the same government program, which unfortunately led to my phone service being cut off the next day even though I didn't receive the tablet due to a fee issue. When I contacted Assurance Wireless, they mentioned that I had a T-Mobile SIM card and advised me to reach out to T-Mobile for my account pin number to help restore my phone service. It has been three days without phone service, and I rely on my number for various important things daily. I've reapplied for the Lifeline service, but it will take 7 to 10 business days to receive a new phone. I simply want my current phone and number back as soon as possible.