T-Mobile Customer Service Issues

In September, my husband had phone issues, so we visited a T-Mobile store seeking service. They recommended an A8 phone, stating it was similar to the OnePlus 8 he had. When this turned out to be inaccurate, we asked for his original phone back the next day but were told it was already too late once a phone leaves the store. Customer service advised bringing the phone back for an exchange, but when we did, they couldn't complete it but processed a return, leaving my husband phoneless until a replacement could be sent. Unfortunately, the store sent his old phone, with personal info, without wiping it as requested. The manager's response was unsatisfactory, stating we were out of luck. To make matters worse, the store mistakenly charged us for one of the phones taken. Although they claimed to drop the charge after locating the phone, it's still pending, and follow-up promises were unmet. This entire process has been frustrating and time-consuming, leaving me on the verge of tears.

I'm at high risk for complications from Coronavirus and can't go to the store. My account isn't active yet; I just received the Sim card in the mail and need to activate it. I'm trying to activate the SIM card but don't know the PIN. Due to my vulnerability to Coronavirus, I can't visit the T-Mobile store.

I placed an order for an iPhone 13 Pro 256GB at Best Buy on 11/22/21, but it was canceled the same day due to accidentally choosing the installment plan. Best Buy confirmed the cancellation, and I didn't receive the phone as they had to send it back. After a few days, I reordered the phone at Best Buy and paid in full, but I didn't receive it until December. In December, I was notified that my January bill would be higher at $[redacted] due to an equipment charge. Tmobile couldn't find information on the first phone but promised to follow up. Later, I was informed that the phone was still at Best Buy, but the store had already shipped it back. Despite the manager's effort to explain this to Tmobile, they said I needed to visit a corporate Tmobile store. This situation has consumed too much of my time, and I shouldn't have to pay for a product I never received after canceling the order promptly.

I am trying to reorder the app to upgrade my free phone and start a new service, but the last order was canceled. I was advised to fill out a form, but I am facing issues entering my driver's license expiration date and birthdate due to a calendar glitch. My cellphone service is cut off, so please contact me on my home number at [redacted] to resolve this promptly. There seems to be confusion regarding my address and name spelling (Martinsburg, Virgil Noble/T Noble) from the past. I have not received a call back from the lady I spoke to last night. My order number is [redacted], and I am willing to pay the taxes or shipping fees for the free phone. Boost still has my old address, 65 Howie Drive Apt 14, Falling Waters. My cellphone has been disconnected since last night, making it difficult to receive the verification codes and complete the form. Kindly assist me in resolving these issues. Cheryl Padilla.

I am trying to reorder but encountered issues with my address and phone number. There was a mix-up with the spelling of Martinsburg and confusion with my previous address. I have been living at my current address since October 9, [redacted]. The old address was Cheryl Padilla at 65 Bowie Drive Apt 14, Falling Waters, West Virginia, [redacted]. I was signed up for a service but the order got canceled as I missed a call. I needed the free phone offer since my current phone is not compatible with the new service. I am on a fixed income and can't afford a new phone. I tried to fill out a form again online but had issues with entering my date of birth and driver's license expiration. My cell phone is disconnected, and I only have access to a tablet. The home number is [redacted]. I need help reordering online as I don't have a car to get to the store. I hope this issue can be resolved promptly. Thank you.

Happy New Year! I've been a loyal T-Mobile customer for 18 years, and I've hit a new level of frustration. I made an order on 12-21-[redacted] with a promised delivery date of 12-24-[redacted], which didn't happen. I initially chalked it up to delivery issues or holiday delays. Fast forward to 01-04-[redacted], and every customer service representative I've spoken to seems great in talk but lacking in action. I've attached the order status and the tracking information from the carrier's website for your reference. The whole situation has left me bewildered. After some back and forth, I was given a $50 credit for the inconvenience. I even offered to return the credit just to receive my order sooner, a decision that now seems rather strange in hindsight.

I signed up for 2 T-Mobile lines and phones from Costco. Despite canceling my account and returning both phones within 30 days in June [redacted], I continued to be billed $70 per month for 4 months. After much effort, I received a refund for the October [redacted] payment and have ceased auto payments to T-Mobile. Recently, on Jan 2, [redacted], I received a "Service Suspension & Collections Warning" letter via mail demanding $[redacted].23 payment or threatening to send my account to collections. After spending over 90 minutes on the phone with 3 different customer service representatives, I learned that my accounts were never properly cancelled, only suspended, leading to continued billing. Despite no longer having phones connected to T-Mobile, they claim the charges are valid as the phone numbers were not cancelled. I was advised to call Customer Service at 1-[redacted], but my attempts only led to further frustration.

I recently enrolled in a promotion and was approved. I was advised that my equipment would arrive on Friday, but it hasn't shown up yet. I received a T-Mobile pin number, [redacted], and an account number, [redacted]61. I was instructed to set up the router and plug in the device upon arrival, then call T-Mobile for activation, but the delivery has not reached me. I live at [redacted] South 56th Street Lot [redacted], Mesa, Arizona, [redacted]. Despite checking my mailbox at the clubhouse, I haven't found the package.

I recently purchased phones with the expectation of 2-day air delivery, but it has been over a week now without any sign of the phones or service. I am frustrated and considering switching companies to recoup my money. The ordering process took over 2 hours with a representative named Gloria, which was challenging. I rely on these phones for work calls and VIP communications, and the delay is hindering my ability to be reached. I am unsure if I can retrieve the phones from a local store or what my options are in this situation. This has been the worst service experience I have encountered, and I am disappointed that I am not even using the service yet.

Hello, I am experiencing an issue with transferring my daughter-in-law's phone to her name after she received a replacement for her cracked device. The store in Garner, NC, informed us that we need to contact the T-Mobile office instead of handling it in the store. Despite being a long-time T-Mobile customer, we had to navigate through various channels for this change. We were also dissatisfied with the service attitude of some employees. My daughter-in-law's phone number is [redacted], and you can reach me at [redacted] I am seeking guidance on how she can have her account that is separate from mine while being authorized to make the necessary changes. Best, Junetta J.

I require help setting up a T-Mobile ID to access my account and activate the EBB or ACP $50 credit. The system is not accepting my non-T-Mobile phone number [redacted] to create the account, directing me to manage the GoSmart line instead. However, when following the link, I still can't log in as the system states my phone number is invalid. I do not need to manage the number, just create a T-Mobile account without using this specific phone number. The website does not provide an option to proceed with setting up an account, and I am unable to activate the credit.

I am facing significant internet speed problems in Gate City, VA across multiple devices and accounts, including my T-Mobile home internet service and my wife's T-Mobile cellular service, persisting for over three weeks. The issue has been confirmed not to be related to our hardware after repeated troubleshooting with your technicians. Prior to this problem, download speeds were around 50mbps, but now consistently fall below 1mbps. Despite contacting support more than a dozen times, each call requires reiterating the same details and repeating troubleshooting steps, with assurances of a resolution within 24-48 hours, which has not materialized. We are paying for a service that is not being delivered. Notably, my wife's phone functions perfectly with high-speed internet in Kingsport, TN, where she works. The explanations provided by various technicians have been inconsistent, ranging from blaming modernization to citing known outages or unknown causes being investigated. Despite assurances, the issue persists with no real progress, leaving me increasingly frustrated with the lack of a definitive solution. I hope to see this matter resolved promptly without further escalation.

I have been attempting to add a new line to my existing account without success. Despite spending two hours on the phone with customer support, no verification email was received at my email address, [redacted], even after checking my spam folder. Unfortunately, they suggested sending it to my home router at [redacted], which I could not access at the time. I requested for them to send the verification to my T-Mobile phone number, [redacted], but encountered further issues, leading them to involve their supervisors. It has been two hours since the call, and I am still awaiting a resolution. I am disappointed by the difficulty of such a simple task and may consider seeking assistance from a different provider.

Hello, I am Marlene G. I am having trouble accessing my Snapchat account with the username Mgurgis14 and password [redacted]7. Despite having downloaded my account's snapcode as proof, Snapchat claims my username doesn't exist. This is concerning as I am unable to access important personal data like family memories and pictures of my nieces and nephews. I have been less active on Snapchat due to college commitments and would appreciate assistance in resolving this issue. You can reach me at +1 [redacted] or [redacted] Thank you for your help.

Hello, I am Marlene G. I'm having trouble accessing my Snapchat account under the username Mgurgis14. Despite knowing the username exists, Snapchat is stating it doesn't. I used to use Snapchat less frequently due to college commitments, but now I regret not having access as it holds cherished family memories. I seek help from either Snapchat or my phone carrier, T-Mobile, to resolve this issue. To reach me, my phone number linked to the account is +1 [redacted], and my email is [redacted] Thank you for your assistance.

Hello, my name is Marlene G. I am experiencing issues signing into my Snapchat account with the username Mgurgis14 and password Marleneg8369. Despite having downloaded my account's snapcode as proof that the username exists, Snapchat is claiming it does not. I have not used Snapchat frequently since starting college due to other commitments but now need access to my account where I have important family memories stored. I am hoping that Gethuman services, T-Mobile, or Snapchat can assist in resolving this matter. My contact number linked to the account is +1 [redacted], and my email is [redacted] I would greatly appreciate any help in recovering my account. Thank you for your assistance.

I signed up for T-Mobile internet a year ago with the 4G LTE router where I could access my account without any issues. After applying for the 5G router, which I received a few weeks ago and works great, I can no longer log into my account. Despite spending 4-5 hours with tech support trying to resolve the issue, I'm unable to progress past entering my phone number after inputting my email and password on my-tmobile.com. I've tried various phone numbers, including the original one ([redacted]) that worked before, but none seem to be accepted. Even disabling my antivirus software did not help. A tech support agent mentioned that my email was not in the system and added it temporarily. I urgently require a call back from a knowledgeable individual who can assist me during business hours at [redacted] from 9:00 AM to 3:00 PM Monday to Friday.

My partner and I are having difficulties making purchases on the Google Play Store. We were informed that there is no set limit on spending in the store, and we have not spent more than $95. If this problem is related to disputed charges on our T-Mobile bill due to misinformation from T-Mobile, it is unjust. We seek a prompt resolution to this matter to be able to make purchases on the Google Play Store immediately without further hindrance. All other lines on our account can make purchases except for ours. We have faced multiple issues with T-Mobile and demand at least a $50 account credit to compensate for the trouble, deception, time spent resolving problems, and the overall ordeal we have endured.

Hello, I am Robert Franke. My T-Mobile account number is [redacted] and my phone number is [redacted]. I have reviewed the various notes on file regarding my account and the communication dates with both T-Mobile and Convergent Outsourcing, Inc. I am seeking a refund of $30 debited from my Chase bank card on 10/22/21, as I never received the T-Mobile service I tried to set up. Despite several billing attempts, I never used T-Mobile services. I was not provided with any transaction paperwork when I attempted to set up service at a non-company T-Mobile store in Mesa. I am requesting an investigation into this matter, a refund of the $30 charge, an end to collection attempts, and a correction of any negative credit reporting. Thank you, -Bob Franke

I have been struggling to locate, view, and print my December [redacted] bill. The recurring pop-up requesting to share my location on the website is bothersome as it appears each time I navigate to a new tab. After spending over an hour on the phone with customer support, I have not made any progress in obtaining my bill. One representative mentioned emailing the bill within 48 hours or advised visiting a local store for immediate assistance. Suggestions: 1. Streamline the website for better user experience. 2. Eliminate the frequent location-sharing pop-up. 3. Train support staff to efficiently address customer queries and reduce hold times. 4. Offer alternative solutions for those not using mobile apps. 5. Review the phone support system for quicker access to assistance. 6. Ensure the online experience matches the level of customer service provided. I can be contacted at [redacted]. Thank you and have a pleasant day.