T-MobileReviews of tmobile.com

I signed up online for a single new phone line. The idea was to test an eSIM in addition to my current version plan to see if T-Mobile was worth switching to. It checked my IMEI number and verified it would work. Once the payment was made, it directed me to their t-life app. Once in, it simply said your phone is locked and we cannot do anything for you. Here is where the problem begins. I was sent an email welcoming me to t-mobile, but i was given no confirmation number, no account number, not even the phone number that i just purchased. There is no way for me to log in and access the account. When I call the 800 number it has been a 2 hour wait every time. Well, I have 6 kids and three jobs. 2 hours is not possible. I’ve tried chatting with agents online now 8 times. The response time is som slow I’ve only gotten as far as them trying to verify who i am to even access my account. I told them i can use a different phone IMEI, I’ve had a chat agent say actually the locked part shouldn’t be an issue, but the chat disconnects before we get to any kind of solution. I feel like they are holding me hostage with this level of service. My only option at this point is to just dispute the charge on my credit card and warn as many people as I can that this is what they are signing up for. A call to the attorney general is next.

My phone was acting up very bad. LEANDRA WIMBLEY ACTED VERY PROFESSIONAL AND VERY KIND. SHE FIXED THE PROBLEM. THAT'S WHY I'VE BEEN WITH T-MOBILE FOR OVER 2O YEARS. EVERY TIME I HAVE A ISSUE with my phone I always visit my nearest store to save me from unnecessary stress thanks LEANDRA WIMBLEY YOU ROCK.

Absolutely the worst with these guys 23 years of service An hour 45 mins to transfer a Verizon line to T-Mobile and still couldn’t manage to accomplish task. Let’s see if 5 phone calls will work transferring line

They raise the price for internet service without telling you and hoping you want notice.

I am only giving 1 star due to setting up and running of my router was easy enough and for the customer service was good. But... once there was an issue with the router customer service was by far the least helpful and rude I have dealt with in over 20 years. They refused to repair or replace the router leaving my business stranded for weeks without service and once I canceled my service they have threatened to charge me for the equipment but refusing to provide a way to send it back or even receive it when taken to a physical store they chose over an hours drive in each direction. Each subsequent interaction has been meet with threats and dropped calls but yet still no way to return equipment. As of 9-1-26 it has been over 6 weeks to get this resolved

I’ve been a 5-year customer. All had been great until recently. Ordered a new phone August 2nd. As of September 1, same date as this review, I still don’t have the phone. They’ve charge me for it. And they’re billing the monthly service for it in my invoice. To remain succinct here, T-Mobile or UPS lost the phone. It never went out for delivery. They began an “investigation”. At first T-Mobile said it would take 5-7 days. UPS said it would take 7-10 business days. T-Mobile most recently said it would take 40 days. They also said I had to pay for another phone if I needed one sooner. Per the monthly charge, they said they cannot issue a refund until September 7, a week after this review. T-Mobile’s focus on customer service is non-existent. Their statements have varied with each call. And each call to them has stretched beyond the 1 hour mark between holds and convos that went nowhere. If considering T-Mobile, don’t.

Extremely Disappointing Customer Service Experience!!! I am extremely disappointed with the way our recent issue was handled by a corporate T-Mobile customer service representative. What should have been a simple billing and phone trade-in issue turned into a very frustrating and unprofessional experience. We were originally offered a specific promotional offer for returning our old phones, from 2 different sources, A person through corporate on the phone and the store from where we purchased the new phones, but T-Mobile did not honor the credit as promised. When we asked for an explanation of several unexpected monthly billing charges that significantly exceed the initial price quotes given to us we were repeatedly given answers such as, “I don’t know.” We were then told that one charge was from a third party, even though we could not find any third-party charge on our bill. We were also told that something had been downloaded onto one of the phones, which we did not do, plus they could not tell us what the download was or how to research it. Instead of taking the time to investigate the charges and provide clear answers, we were given conflicting explanations and very little assistance. What was even more disappointing was the representative’s attitude throughout the conversation. She repeatedly talked over me and came across as condescending. When after 2 hours I explained that I felt the entire situation had been handled unprofessionally and that I was very disappointed with the customer service, I told her that I intended to leave a negative review. Her response was, “What goes around comes around.” That is an incredibly inappropriate response from someone representing a major company. A simple, “I’m sorry this happened,” or “Someone dropped the ball, and I will do my best to help resolve it,” would have been a professional and appropriate response. I have been a T-Mobile customer and expected better. Mistakes happen, but how a company handles those mistakes matters. Customers deserve accurate answers, respectful communication, and representatives who are willing to take responsibility and help resolve problems. Unfortunately, this experience left me very disappointed—not only with the individual representative, but with the way T-Mobile customer service represented the company.

When I traded me iPhone 12 in for IPhone 16, I was never told if I wanted to leave T-Mobile I would have to pay the phone off. They kept lying to me about my bill being fixed at 45.00 dollars but each month it would jump way up and I would have to call again. I guess they were giving me a 20 dollar credit but that’s not what I was told. I was told my bill will be 45 dollars each month and that the problem was fixed so I wouldn’t have to call back each month. They lied and when I called back the last time, they told me that had given me a free phone which they weren’t charging me for but I had turned in my iPhone 12 for IPhone 16. Don’t trust their representatives because they are liars and I’m looking to try to pay this 16 off and go to another carrier! T-Mobile is bad👎🏽👎🏽👎🏽