T-Mobile Customer Service Issues

I was reassured by a T-Mobile representative that my bill would not increase, and I could keep paying the usual $77, which covered part of my device. However, I logged into the mobile app today and found a bill for $[redacted].89, which I cannot afford. I have been happy with T-Mobile until now. I want to keep paying my regular monthly installment. I also had considered upgrading my device but no longer want to due to this issue. I need to know my options as I cannot afford to pay this amount. Please contact me at [redacted] or email me at [redacted].

Account # [redacted]72 [redacted] Angela K. I visited McCain Mall in Little Rock, AR. While passing by the T-Mobile store, a man convinced me to get the Wi-Fi home internet service, promising it would be set up within two days despite my AT&T phone service. After a two-hour wait and payment of $30, he mentioned it would be approved by his manager the next day as the mall was closing. He provided two phone numbers to text him for confirmation. When I texted him the following day, he claimed he needed more information before processing it. Subsequently, he stopped responding to my calls. I have not received the internet service and am being charged for something I do not have, along with the $30 spent without receiving any product.

I received my phone in the mail and put the SIM card in, but it didn't work. Despite multiple calls, I have had no success getting it fixed for over a month. On Sunday, I was informed that my issue was escalated to the top-tier support. Today, I spoke with Ron from the customer resolution team who repeatedly hung up on me and refused to transfer me to a manager. I called back at 1:58 PM and Trish transferred me to Ayaan, who claimed to be a supervisor but hung up on me at 2:08 PM. My phone numbers are [redacted] and [redacted]. My pin number was also changed. I am frustrated as I keep having to explain the situation from scratch every time I call. I am now demanding results, and if my services are not restored by the end of the day, I will have to involve a lawyer. I have detailed notes dating back a month from all my interactions with T-Mobile employees.

For nearly two weeks, we've been struggling with our home internet connection going in and out. After five frustrating phone calls, we eventually received a new gateway. Despite the delay, I was disheartened to use up all my extra GB on my phone's hotspot and discover that our travel hotspot, which was supposed to have 100GB, only had 20GB. Our bill clearly states we're paying for 100GB, yet we used it all up just to maintain our daily activities and work remotely. With the new gateway in hand, I followed the setup instructions, but encountered issues when swapping SIM cards. After a lengthy call with customer service, I decided to return both gateways due to the ongoing problems. We requested a credit for the time without internet, caused by faulty equipment. Despite our dissatisfaction, we were met with irrelevant responses and requests to speak to a tech specialist. Feeling overwhelmed, I hope to accomplish the following: 1. Cancel our home internet service and return the devices. 2. Receive a credit for any remaining charges this billing cycle. 3. Obtain the 100GB promised on our external hotspot. 4. Settle the outstanding amount on the hotspot, approximately $30, and cancel the $7 monthly insurance fee. We feel deceived by the insurance cost for a $90 device. If our concerns are not addressed, we will terminate all services as the current service level is far below expectations, leading to frustration and unproductive phone calls.

I prepaid two months in advance, but my phone service got suspended prematurely, even though my $60 plan should last until September 24. I contacted customer service, but the issue persists despite their attempts to troubleshoot. The first representative said he would fix the problem, but I never heard back. Subsequent calls led to more troubleshooting with no success. A trouble ticket was created, but my phone still doesn't work reliably. This ongoing problem is frustrating as I rely on my phone for work. I hope T-Mobile can resolve this quickly as I'm very dissatisfied with the service interruption.

A door-to-door salesman convinced my parents to switch to dish and offered them a "Free offer" to switch to a High-speed Internet Gateway. Unfortunately, they discovered that the Internet speed was insufficient for their needs, getting only 2 bars of reception. They returned to a cable company for internet in early June but are unsure how to return the Gateway. I took the Gateway to a T-Mobile store where they retrieved the account number: [redacted] and the associated phone number: [redacted]. I attempted to cancel the service at the store, but they directed me to call 1-[redacted] to cancel. The automated system requires a pin to cancel, which we do not have. I have tried various methods to recover the pin with no success, including creating an online account and contacting customer service. How can we cancel this service and return the Hotspot? Will there be accumulated monthly payments since the service was unused but not canceled? Could this be causing the difficulty in recovering the pin? Thank you.

A door-to-door salesperson persuaded my elderly parent to sign up for a T-Mobile internet gateway, but the bandwidth is insufficient. Attempts to return it at a store were unsuccessful. The phone number associated with the hotspot is [redacted], but the pin is forgotten. The device was stopped being used in June, and efforts to return it have been made with no success. The store provided a return number at 1-[redacted], but not having the pin is hindering the return process. Creating a T-Mobile account online was tried, but the provided addresses do not match records, and there is no email associated with the product. With no access to the pin, contacting [redacted] is not an option. How can the device be returned and the service canceled without this information?

Our gateway internet device stopped working and kept shutting down. We took it in for a warranty exchange, paying $20 for the service. However, upon setting it up at home, we realized they didn't update the IMEI number on our account, using the old one. After a lengthy 2.5-hour online chat, Tmobile contacted us, revealing that the new device didn't have a SIM card. They sent us one, but it still didn't connect. After another visit to the store, they provided a new SIM card, yet it didn't resolve the issue. Subsequent attempts to fix it failed, despite changing the IMEI number. The store didn't offer a new device as promised, citing the lack of insurance, which was never mentioned before. We've visited the store five times this week, facing rude employees except for one helpful person. The whole situation has been frustrating, leaving us without internet for two weeks and feeling unsupported.

I recently received a OnePlus 7T Pro 5G McLaren as a gift from my twin brother to help me with communication and tracking due to my recent health issues. After activating a Metro plan for unlimited data, they provided me with a Stylo 6 phone. I requested the PUK code from Metro to switch my SIM card to the OnePlus, but they could only link the SIM to specific phones by IMEI. Despite canceling the Metro service, my OnePlus phone is still showing network issues with the Metro SIM. When I contacted OnePlus for assistance, they requested proof of purchase, which I cannot provide as the phone was a gift from my deceased twin. I am worried about the network symbols showing on my screen and the phone not working correctly with my T-Mobile SIM. Any guidance on resolving this matter would be greatly appreciated.

I placed an order for 4 phone lines, including 2 iPhone models with a promotion to upgrade to the iPhone 12 by trading in the old phones for free. During the order, I didn't have the IMEI number for one of the iPhones. The representative assured me it wasn't an issue and would update it later. However, after receiving the phones, I tried to get the Trade-In label for the old iPhone. I was initially asked to wait for a billing cycle, then they mentioned escalating the issue. Now, after almost 2 months, they claim they can't modify the order, insisting I pay for the iPhone. This is frustrating as the mistake wasn't mine; I clearly communicated the missing IMEI while ordering. I trusted their assurance, but now I am being held accountable for their error. I believe they should cancel and reprocess the order. It's unfair to demand payment for their mistake. Your assistance with this matter would be greatly appreciated.

I need help retrieving my PUK code for +[redacted]8. My phone is locked, and I'm unable to receive the code sent by this site. I recently changed my SIM pin and got locked out because I mistyped the new one. I am in Tel Aviv, Israel, using my work device to navigate online. My accessible email is [redacted] The account is under Harold, with Hal being a nickname, and the last 4 digits of my social are [redacted]. I request instructions to be sent to my company email. This account was created some time ago, and the email address changed due to identity theft. I bought the phone from a T-Mobile store in Woodbridge, NJ, possibly on Queen Street. I am on the 50+ Magenta plan, paid around $80 this month, and over $[redacted] the previous month.

In April [redacted], I purchased the new T-Mobile 5G home internet service gateway, which initially worked well but then stopped functioning. After a lengthy call with tech support, I was informed I needed a new unit, which meant a 5-day wait to exchange it at the T-Mobile store. The same issue recurred with the replacement unit this week. After a frustrating experience of being unable to cancel in-store and having to contact customer service, I managed to cancel the service. However, the process could have been much smoother if they allowed drop-offs at the store or provided a shipping label directly to the store for returns. It is disappointing that the AI-IVR system was not user-friendly and that feedback channels are not readily available. My overall experience with the 5G service has been disappointing.

I had a troubling experience at the Rochester Michigan store. I discussed my preferences with the manager and opted-out from services after discovering he misled me. Despite my request to pay in cash without a 2-year contract, he falsely assured me it wasn't a contract but proceeded to check my credit against my wishes. Following this deceit, he acknowledged it was indeed a 2-year contract. I confronted him about his dishonesty and promptly left the store. To my dismay, I recently received a bill from a credit collection agency for a service I never agreed to or purchased. This situation is fraudulent and unethical. I intend to seek legal advice if this matter is not resolved promptly. The manager's actions need to have consequences. It is important to clear this misunderstanding, as my negative experience could affect your business reputation. I can provide evidence to support my claims that I did not authorize any purchases or agreements.

I received a collection notice from Convergent Outsourcing for $[redacted] from T-Mobile on August 23, [redacted]. I visited a T-Mobile store in Rochester, Michigan to inquire about service. I made it clear that I wanted to pay cash and avoid a 2-year contract. Despite my request, the salesperson suggested an upgrade that required a credit check, which I expressly denied. He then admitted it was for a 2-year contract, which I refused as it was not what we agreed upon. Feeling deceived, I left and got service elsewhere the same day without making any purchase or agreement. I am surprised that a bill was sent to collections without prior notification for me to dispute. I believe the manager's actions were fraudulent and unethical, and my lawyer cousin advised me on consumer protection laws that were potentially violated. I had a witness with me to corroborate my experience. This behavior does not reflect proper mobile industry practices, and I strongly feel that the manager should be terminated.

Due to the pandemic, I have been unable to use my T-Mobile connected card while outside the US. Despite paying monthly, I couldn't find a way to settle the remaining unused call time. I plan to return to the US in October and wish to pay off the outstanding amount. My T-Mobile US number is [redacted]. Could you please send me an email bill for payment? If reactivating the SIM card is impossible, I still want to pay for the unused time. Your assistance is greatly appreciated. Kindly respond to my current email address at [redacted] Thank you for your help.

Over the weekend of September 25th and 26th, I experienced wait times of over two hours with T-Moto. As a retired telecommunications employee now relying on cellular service post-brain surgery, I simply need assistance confirming my correct voicemail number and resetting my password. Despite drafting these comments at 8:00 PM CDT, T-Moto is quoting a return call time of 10:00 PM, which is challenging for me as both a customer and stockholder. I am seeking help to verify my voicemail number and change my password promptly. Your help in resolving or finding a quicker way to reach customer service tonight or tomorrow, on Monday, September 27th, would be greatly appreciated. Thank you, Dennis S. Burnsville, Minnesota

In June, I received a notification from T-Mobile that my autopay had been declined, but I only found out about it in July. I made a $90 payment immediately and reenrolled in autopay. Despite this, my July bill was $[redacted], including penalties that weren't my fault. I fixed autopay, and my August bill was correct at $90. However, I then got a notice for being $[redacted].66 behind for not being on autopay for two months. The system shows we are on autopay, but I am still being charged as if we're not, resulting in $50 in overpayments. Additionally, the communication in the store has been difficult as they won't speak to my wife. This situation is affecting my credit score and needs to be resolved. I need assistance in ensuring autopay works correctly, resolving the overpayments, adding my wife as an authorized user, and removing an old Discover card from the system.

Our two phones were initially delivered to the wrong address, causing some confusion. T-Mobile then locked the phones, but after some effort, we managed to track them down. Unfortunately, one of the phones stopped working exactly at the 14-day mark, and T-Mobile sent a refurbished phone as a replacement. I believe I am entitled to receive a brand-new Samsung 20 FE 5G considering the initial delivery mishap was not our fault. I feel frustrated by the situation and disappointed with how it was handled. We decided to switch from AT&T to T-Mobile to avoid issues like this, but now I am questioning that decision. I hope to resolve this matter and receive the new phone I should have had from the start.

I was informed three times by your representatives that a signal booster would be mailed to my home. However, during my fourth call, I was told that this was no longer an option. I have been waiting for a month with no resolution, and I am concerned about any associated charges. My signal at my location is only reliable about 50% of the time, with a complete loss of signal every morning between 2-2:30 am. This lack of service is frustrating, especially considering the cost of my plan.

I have kept records of all my communication attempts through calls and emails but have yet to receive a return label. Despite multiple assurances, I still have not received the label to return the unopened phone. This situation has been ongoing for two months, causing immense frustration. I am considering sharing my experience on social media as this feels like theft. I am a senior citizen, and after consulting with my lawyer who reviewed our conversations and emails, I am under the impression that I do not have to endure this level of stress. Please send the return label to my email at [redacted] and refund the total amount charged on the bill, including taxes and the cost of the phones, which amounts to nearly $[redacted]. I have taken all possible steps to resolve this matter. Thank you, Faith B.