Dave in Seattle

{ 05/07/2013 }

Unhappy with overcharges

I have been using t-mobile togo for years. The actual coverage and call quality is good here in the puget sound area. It seems I can't trust them to charge my minutes fairly though. I will be watching my balance very closely, if they continue to overcharge my minutes this will be my last $100 refill.

lpool

{ 04/25/2013 }

I, too, have had *a lot* of trouble with my 1000 prepaid minutes "disappearing" with little phone usage. I just got off the phone with a T-Mobile customer service manager who I spoke with in order to file a complaint about the issue, and towards the end of our call he said, "You do know that every time you call 411 it costs $1.79 plus minutes, don't you?" Well, that was news to me. I do not use my phone often, but I probably call 411 5-10 times per month. (And occasionally I am given the wrong number and have to call back multiple times until I receive the correct one!) That wastes a ton of minutes per call! I told the manager that it would be nice if it was posted visibly on their website, so that I would have known not to use 411. He apologized for that and offered me a $50/month plan so that I could avoid those issues =) I wish I called and found that out years ago! It would have saved me tons of money.

Peggy

{ 04/21/2013 }

Well, for the unlimited data no-contract plan, it is calculated based on 30 days but not a month. So, I had tried to talk abit more on the last day of the month, but then, I found out I used up the remain minutes of the new month. The could have market it as $30 for 30 days rather than per month

Weisse

{ 04/05/2013 }

The worst lying customer service I ever encountered

I went to T-Mobile store to get a prepaid plan with my new unlocked Nexus 4; the best cell I believe I can get these days. The T-Mobile sales rep didn’t advise me the address I live in is not covered at all and also areas around it. I was not informed about the $30 new customer plan with unlimited calls, unlimited texting, and up to 5GB of up to 4Gig data sold @ T-Mobile web or in Walmart. I had no idea what to choose. I would select this $30 plan due to the fact I am unemployed for over a year. But instead I was sold the $60 prepaid plan, which is a total waste of the money while I am not able to use my cell for data for most of the time. This proves to me T-Mobile staff is careless about their customers and that the staff is very unprofessional not informing their clients about all the plans an options. This is a dirty selling practice I am not used to. I am not sure how to classify this as anybody can go to their web site and find out that the plan still exist, even though T-Mobile staff denies it. It is a legal matter to advertise something they will deny later. People can make all kind of files with original dates to confirm what is T-Mobile advertising/selling; be it jpg, png, gif, bmp or any other print screen image file. Changing it would change the modify date and therefore not matching the original print screen. All that needs to be done is to hold the mouse over the time which will show date and time print the screen is made. Then paste it quickly into a Paint which is part of Microsoft Windows and save as jpg, png… Proof saved. Or this print screen can be pasted into a Microsoft Word and save, making this even a more reliable proof.
I was being told they T-Mobile store staff does not have to tell me about this plan, what? But I can be lied that this $30 plan does not exist? Common T-Mobile, do you really think all your customers are that stupid?

Calling T-Mobile about this issue I was confirmed to get the $30 new customer plan (just few days after the original prepaid plan purchase) for the next month. I should just mention “Walmart note” next time, which was supposed to be made in their system. Well, that didn’t happen while T-Mobile store and a call to T-Mobile supervisor by the store sales rep changed their tune in the process; but still sold me a $30 prepaid coupon. I am a brand new T-Mobile customer and brand new Prepaid Plan customer, and was always post-paid for almost 15 years with no customer relations issues at all. I am not used to be handled so unprofessionally.
I was told in the store to wait 2 days after my first month expires and the sales rep gave me even her business card if I would have issue (which I didn’t take advantage of using her, I didn’t trust her). I was not being able to switch to the plan, instead I was told by their “supervisor”; who refused to give me his name, to purchase a new phone bundle, which meant to spend another few hundreds of dollars. He totally ignored the fact that I am a new customer and that I have a brand new unlocked Nexus 4 cell phone that is sold specifically for the prepaid plans. I told him I am unemployed and that I do not have hundredths of dollars to waste on a new phone while I have one that is brand new; and that I do not have anybody to give to in my family. This is unacceptable solution offer and a poor unprofessional customer service that doesn’t care about their customers at all.

I emailed “Complaint” to Executive Relations@T-Mobile.com. I did not receive a response; therefore, I emailed “Complaint” to three different emails (john.birrer@t-mobile.com (Senior Vice President, Customer Loyalty), dave.miller@t-mobile.com (Chief Legal Officer and General Counsel), mediarelations@t-mobile.com, "Executive Response (ECR)" ExecutiveResponse@t-mobile.com). I did receive a response @ 5 PM from Nathan Koenig asking for phone number and detailed information, so I could be called by T-Mobile. I was shocked to see a disturbing fact that Nathan altered my email time from 9:12 AM to 1:26 PM! I emailed back Nathan with my full name, phone number to be called at and my cell number this Complaint is about.
I was called back the same day by Lisa Gonzales, Executive Customer Relations Department. She seemed very carrying and she promised the issue would be taken care of with the time frame of Monday or Tuesday April 1st or 2nd to finalize the monthly plan change, while she “didn’t have the authority to do so by herself”. We agreed she will email me with the result.

Lisa Gonzales called the 3 days later and left me a message to call her back, even though she said she will email me. I missed her call! I emailed the Executive Relations the same evening asking to be called back in regards to the matter discussed with Lisa. I was not called back, nor email, so I send another email to all the T-Mobile address with a subject “Complaint about T-Mobile staff” this time. I realize I do get pushy, but this happens only after I start getting suspicious of wrong activities, of know I am being lied to and given run-around, and after a considerable time involved in the issue. When I worked I had to resolve issues quickly, I couldn’t wait for over a week or to procrastinate to take care of what I was working on.

Anyhow; I truly believed Lisa Gonzales, just as I believed the other T-Mobile customer service people originally. I was fooled by the T-Mobile staff with lies once again. This issue is not resolved for almost a month now. I am almost 2 weeks past the end of the brand new monthly plan and I am facing a fact, that I will lose my 13 years used cell phone number due to T-Mobile’s careless staff. Unlocked Nexus 4 doesn’t not work well with other carriers due to a fact that it is using a GSM technology, while other carriers use UMTS technology. Walmart offers Straight Talk and T-Mobile; however they do not include micro SIM card that Nexus 4 needs for the carriers to be activated, therefore I cannot take an advantage of their offers other than buy another brand new Nexus 4 and therefore waste hundredths of dollar to buy a cell phone I just purchased. AT&T prepaid does not guarantee a data reception for the prepaid plans if I don’t purchase one of their cell phones, again, wasting hundredths of dollars, buying cell phone I don’t want, and waster money I do not have.

jon

{ 04/04/2013 }

I switched over approximately Jan of 2013 from Sprint. I live and work in a metro area, downtown Pittsburgh, and for me the service is perfect . Clear calls and reliable texting at a very fair price. I opted for the 50 prepaid plan...also sometimes you can score a $50 card on eBay for much less.. its hit or miss but the lowest I paid is $34. SCORE. My phone is only 3G and that works just fine for me ...I'm not really into my phone being a computer...but I do use it for quick Google searches for addresses and phone numbers. Also the navigation feature seems to work well although I've only used it a few times. the service is also good and most of the suburbs . I've never had a dropped call and I've never had to contact customer service and I hope I never do based on the other reviews .

Melinda

{ 03/26/2013 }

T-Mobile PRACTICES NEEDS TO BE LOOKED INTO. JUST SPENT 2 HOURS WITH THEIR CRAPPY CUSTOMER SERVICE DEPARTMENT. I HAD BEEN WITH THEM FOR APPROXIMATELY 10 YEARS. I RECENTLY PUT 7 HOURS WORTH OF MINUTES ON MY PREPAID ACCOUNT AND NOW THEY TELL ME IT WAS ALL USED UP A FEW WEEKS LATER. THIS IS IMPOSSIBLE AS AT THE MOST ONLY 2-3 HOURS WOULD HAVE BEEN USED AT BEST. I HAVE A LAND-LINE AND I MAKE ALL OF MY CALLS ON IT. ANYWAY, WHEN I ASKED FOR A RECORD FOR THE PROOF OF THE CALLS AND USAGE OF MINUTES MADE, I WAS TOLD THAT THEY CANNOT GIVE OUT THAT INFORMATION!!! (was told it was in the contract agreement that they do not have to furnish a bill or proof to customers)

THIS IS UNBELIEVABLE! WHO EVER HEARD OF A COMPANY BEING ABLE TO TELL YOU WHEN YOUR MINUTES ARE UP BUT DOES NOT HAVE TO FURNISH ANY PROOF OF THE NUMBER OF MINUTES USED AND WHERE THE CALLS WERE PLACED COMING/GOING. THIS HAS TO BE ILLEGAL AND SCANDELOUS!!!! THIS NEEDS TO BE REGULATED!

THE NEWS MEDIA, BBB, AND ANY AND ALL CONSUMER AFFAIRS GOVERNMENT AGENCIES NEED TO BE INFORMED OF THESE PRACTICES

tony

{ 03/20/2013 }

not happy with tmobile,i bought an unlocked gsm android cellphone,and added the $50 dollars unlimited monthly plan and something went wrong.i get 2g speed on my 4g unlocked android.i called inmediately CS and a representative told me my device does not works in the same frecuencies they transmit data so to get 4g speed with tn=mobile you have to buy a compatible device,the representative told me they are trying to fix this problem and transmit in all others freciencies but not for now..so...iam swithing to another company right now like virgin mobile,boost mobile or any other but first iam going to make some research about each provider and choose the best for me.good bye tmobile you don't tell customers they must check their devices compatibility before buy a plan,iam very desapointed with u.

Ace Nixon

{ 03/20/2013 }

I got a No-Contract phone with TMo a couple of months ago under a promo package.I paid for the phone and the $60 initial monthly credit.Samsung was fantastic that I used my regular sim card for about 2 months.Just today,I tried to activate the no-contract sim card & it says zero credit.When I checked on the purchase receipt,the $60 was charged but the account remained on zero credit,indeed.IDK if late activation caused the $60 to expire or it wasn't really credited at all.Just to keep the account going,I inquired if I can refill a $10 or $30 prepaid cards from Walmart but unfortunately,it seems it won't work either.Too bad.The only consolation I have right now though is I'm able to keep the SGS that I bought for a relatively cheaper price of $300 instead of the $580 at retail,they say.Oh well, whatever.I'm still sticking it out with TMo,though. ☺

Joe

{ 03/08/2013 }

So far so good.
Tired paying ATT voice+text for $110/month (tax included) on 3 phones so I decided to try 3x$30 prepaid plans on three diff phone, 2 with unlimited data and 1 for 30MB data. Bought Samsung Galaxy and ordered 2 extra SIM cards (free) from T-mobile. I am happy I've got data plan on my new phone and pay less than before. One cons, the prepaid phone I paid for $400 is not unlocked. At the end people need to match their lifestyle with the phone plans, I have landline at home and phone at work so 100-min a month is OK.

Hardly any 3G, terrible customer service

{ 03/04/2013 }

I received an iPhone as a gift since my relative found a cheap phone at an auction. Since the phone wasn't under contract, I called AT&T to have them unlock it. T-Mobile has an awesome plan that I wanted, $30 for 100 minutes and unlimited text & web with 5gb's of up to 4G speeds. T-Mobile was working on their towers to support the iPhone so it can have 3G.

I haven't noticed any 3G at my house, but as I got closer to the Orlando, Fl area, I had spotty 3G coverage. Before I tried 3G out there, I called T-Mobile to find out when they'd be adding 3G service. Turns out their automated system referred me to a sales rep because I was told "Look buddy, I'm just a sales rep!"

I know I didn't select to talk to a sales rep. On top of that, I don't know if it was T-Mobile that told telemarketers my number or if the person who had the number last was ditching their debt, but I kept getting calls from bill collectors, schools, and the Orange County WIC office. I also got texts from the previous owner's bank. Obviously someone couldn't pay their phone bill too.

Even in rural areas, I give t-mobile a good rating for good signal, but for their limited 3G and rude reps, they are lucky I have to give 1 star as a minimum.

Videoanne

{ 03/03/2013 }

Bad customer service, no customer loyalty. Could care less with a will run you around in circles take up hours of your time with attitude.I had a cell for emergency use basically I purchased 2 or 3 hundred minutes every year for 6 years. Basic model flip style phone. After 6 years T-Mobile closed my account without notice, gave my phone number to someone else who lives locally. When my phone did not work I assumed it was out of minutes, I purchased 50 dollars to load the phone. The minutes went to the other fellow who now had my phone number. I spent hours and hours on the phone with T-Mobile reps attempting to recover the money spent for minutes and my phone number. I was passed around in endless loops without apology or results. Finally Calling Mart
(the internet company I use to purchase the minutes for my cell)agreed that since my husband and I were long standing customers they would refund half of the money I had lost.Calling Mart even attempted to engage T-mobile in assisting with a refund or other arrangement with no result.
Calling Mart who was not at fault was very responsive and helpful. T-Mobile could have cared less. I have a new cell and a new provider and I am warning everyone about T-Mobile. They will close your account without notice and will reassign your phone number. I can't wait until the new fellow gets the 3am emergency phone call from the nursing home where my mom lives! Stay away from T-Mobile. Buy your minutes from Calling Mart but don't load them into a T-Mobile phone. T-Mobile could care less about customer service.

Centinel

{ 02/22/2013 }

Out of the four national carriers, T-Mobile is trying the hardest to shake things up. They've got no-contract unlimited data, soft data caps rather than hard caps, and relatively competitive prices. I like that.

No, their customer service isn't the greatest, but I honestly can't remember the last time I spoke with any CS rep that was anything other than a glorified script reader. If you need help, get it from a really knowledgeable source like XDA-Developers.

As long as you're willing to accept that you won't have good service in certain less-populated areas, T-Mobile is a fantastic value. I rarely venture out to the boonies, myself, so it isn't a problem for me. Their network is fast and reliable. Call quality is great, texts come in quickly, and data has never bogged down, unlike Sprint's pathetically-overloaded CDMA network that I came from.

I'm moving to PlatinumTel, which now sells service on T-Mobile rather than Sprint. I don't really need the bells and whistles that T-Mobile's prepaid provides: access to in-store T-Mobile reps and voice roaming. The service is otherwise identical.

Andrew L.

{ 02/20/2013 }

I recently scrapped my AT&T smartphone because of the outrageous monthly bill. I've got a tablet and a laptop, so what's the point? I purchased the T-Mobile Aspect at Walmart and signed up for the $30/mo. 1500 voice/text prepaid service, which is an excellent value. The phone number porting process only took a few hours and online setup was fast and intuitive. The call quality on T-Mobile's network is excellent. Texts are sent and received quickly. I don't use data much (it's a feature phone). For the price, you can't do much better!

John

{ 02/11/2013 }

My experience with T-Mobile is very negative. First, after 9 years with Suncom (T-Mobile purchased Suncom), I had earned significant customer retention discounts and reward minutes to my contract plan. T-Mobile removed these earned benefits and discounts. After many calls and complaints, I was able to get them to release me from my two year contract early, so I could change my service to AT&T. A year or so later, I decided to purchase a T-Mobile To Go phone for back-up/emergency for travel use. After purchasing a total of over $100 worth of refills (over 1000 minutes) over several years, I was traveling at the end of last year and did not have my back-up T-Mobile prepaid phone with me when the minutes expired. They completely removed over $100 worth of minutes. Upon calling to get these restored, the most they would do (after multiple phone calls and heavy pleading) was give me a $25 credit. Basically robbed me of over $80 worth of purchased minutes. So, T-Mobile is at the bottom of my list for wireless companies.

Barry

{ 02/08/2013 }

I bought the T-Mobile sim card for an unlocked iphone 4s that I paid full retail for last year. I've used the phone with Straight Talk and H2O Wireless. The card came and I activated it on their website and bought the $30.00 a month plan. To get the $30 unlimited data plan you have to buy it when you activate the sim card. I installed the Profile APN Carrier Setting for T-Mobile. But every time I inserted the sim card it would tell me the sim card was invalid and would not work in the phone. I contacted T-Mobile and they couldn't fix it either. So I asked if I could get a refund on the $30 plan, since I wasn't going to be able to use it and they refused. They said they don't give refunds on prepaid service. That worked out to be a great deal for them, not so much for me. I will never use or try to use T-Mobile again.

PissedCustomer

{ 02/06/2013 }

Terrible customer service, difficulty porting number to T-Mobile, signed me up for the wrong plan and refused to correct, and then had the gall to try to force me to sign up for a two-year contract. AVOID!

It Sucks!

{ 02/05/2013 }

As soon as my one month is up, I'm going back to Page Plus Cellular. Call quality is awful and the network is shaky!

andy

{ 02/04/2013 }

Be aware that when re-filling your account each month, never pay a penny more. The extra amount would not be refunded if you leave. I don't remember ever seeing such notice when I signed up. I have no problem paying the full month but cancel early and forfeit the whole month. But this is not a case at all. I added money to the account and buy the plan each month. It's the extra money that I have on my account that they won't refund.

Dennis

{ 02/02/2013 }

Very poor coverage (even though I'm out in the boonies the other major providers provide great coverage). I switched to T-mobile to avoid the high rages with AT&T. However, T-Mobile turns over phone numbers so quickly that the majority of the phone calls I receive are for the two previous owners of the number. The last owners listed the number on a swingers site, so I get very sexually graphic voice mails. I've spoken to their outsourced customer service (sounds like the Phillipines) a few times, but their only remedy is to offer me a $5 credit (yes, just five dollars) or change my number. The only problem is that I run my own business, so if I were to change my number, I'd lose a great deal of income. I'm thinking class action.

Anne

{ 01/27/2013 }

T-Mobile closed my account without notice, gave my number to new customer-my 50 dollar refill today went to the new customer's account!!! T-Mobile reps completely unwilling to rectify.
I spent three hours on the phone tonight with T mobile customer service and on with the on line chat. Absolutely the worst customer service experience I ever had!

T-mobile closed my pre paid "minutes to go" account without notice after I have had the account and the phone number for 5 years. I was a gold rewards member as well.
They stated that the account had been inactive for either 30 or 90 days, the information varied depending on the "service" rep I spoke with. The policy is to close accounts when inactive for either a 30 or 90 day period of time.NO NOTICE NO PRIOR INFO about this concealed policy.

Today I bought 50 bucks worth of phone minutes and added them to my T-mobile phone number unaware that T-mobile had given my phone number to someone else and had closed my account. So the money I spent on phone minutes today were added into the account of the new owner of the number! Unbelieveable!

T-mobile reps put me on hold, transferred me 4 times,dropped the call once with a bottom line of-
They would not refund the money. They would not reinstate the account and told me that I must buy a new phone package from them and start all over.After five years of loyalty to T-mobile.
I don't think I will be purchasing anything from you again and will spread the word.

Customer service-Poorly handled this situation. No empathy,not one apology or suggestion ---except that I should call my old number and talk to the new owner who answers the phone to see if we could work it out...Hysterical!

This ends my affiliation with T-Mobile.I suggest that you STAY AWAY from this company who fails to disclose very important policy information their customers.

Also the company reps showed absolutely no respect for a customer who had long term affiliation.Very sneaky policy, very bad customer service!

julian

{ 01/18/2013 }

Please don't make the same mistake i made.be carefull if you are using an unlocked android,in most cases tmobile don't tell you that most unlocked gsm devices from another company will not get 3g 0r 4g speed because does not support the same frecuency tmobile transmit data.instead you'll get on the 'edge' data that means like '2g' speed or less.so if you plan to use tmobile prepaid by a tmobile phone or be sure to buy an unlocked cell or android that will get the maximun 4g speed.now iam stuck with my unlocked att samsung galaxy exhilarate,i can receive and make calls,get emails but impossible to access the android market with this turtle speed data service.

Ericka

{ 01/07/2013 }

I got the Samsung Exhibit $60 no contract plan in T-Mobile last December. I switched from AT&T because I was paying a lot and it didnt include unlimited data. My dad just got the no contract plan and my mom has been with T-Mobile for years so I figure that I would try it out.

So far so good. The only complaint is that after the first month was over, even though we paid to refill our account...the internet stopped working on my phone. I went on the tmobile site and chatted with customer service in which they had to reset their database. They said that this shouldn't happen again. After that I had internet again.

I love the 4G speed...faster than my friends phones who are on Sprint. And so far no major issues. I think I'll stick with them for a while.

Marge

{ 12/29/2012 }

In recently had an issue with no data transmitting on a prepaid phone with numerous text from T Mobile stating I had insufficient funds to transmit. Customer service terrible, numerous transfers etc. Obvious re-routed to foreign country. Service used to be good when I first signed up two years ago. It took over an hour to resolve the issue and I had plenty of minutes to get messages. Seriously considering terminating service at end of month or if another transmittal issue.

jamie

{ 12/28/2012 }

Probably the worst customer service around. Manual not written in logical manner.

I spoke directly with CEO John Legere and he used the excuse that they use contractors for CS (who are in Turkey and Mexico) .

Kay(2)

{ 12/17/2012 }

Brought a $50 air thing for my account just to talk. After a few phone calls with support who seem to have no idea what was wrong gave more than enough to go back to AT&T on hands and knees asking for forgiveness. They gave it to me even got that number back from T-Mobile. I returned it got my money back I assumed the money for air time would come later. Later passed I called got a person who didn't understand, no offense to the people out there making a living.
a word i was saying I called just to be transferred to the person who could help just for to tell me she sees the order but i like the help of their defense team or something and they cost two dollars an hour. I said to her that I have pay for right that is mine in the first place. I went through the same thing with Boost and they reurned all my money no questions asked. Why do we as custmers have to remind of every single purchersed we made with you. Im you are all the money you are making from us. Now im waiting for that team to call me back with what i should do next and if doesnt fly i will be talking to a manager on how they are portrying a companay that only cares about money and not the customer support they claimed. And after this is over T-Mobile will never be on a list of consideration if I ever get stupid again about AT&T. I hope this helps.

Kay(1)

{ 12/17/2012 }

I've mulling over switching to T-Mobile for years. AT&T my current has be working more than fine, I really had nothing to complain about and the customer service was great. I think that can make a break a place. Anyway, me doing that yearly research I do to make I'm being cheated and T-Mobile was looking nice. The phones were decent. They had prepaid on the 4g which was a deciding factor and I don't even use my internet on my now. I will either go to my ipod or my tablet or my two labtops. Oh did I mention this was my second tablet. I don't whats the deal with technology and people we buy a lot of despite a need or not. It's habit I really need to conquer it would ave me tons of money in the future. So back to T-Mobile I brought a phone stole my number from AT&T to use for the T-Mobile

TZ

{ 12/17/2012 }

Not sure if it can be any worse. Tried them very briefly, Most expensive prepaid I have used. As soon as the phone was active, I was hit with a barrage of wrong numbers, unsolicited calls, and calls from T-Mobile that were for someone else. Long automated messages when account is low, can't be skipped. Just trash. Gave em a chance, then left em.

Eddie

{ 12/15/2012 }

I am very happy with t moblie I have no problem with them .

Da'rrell

{ 12/15/2012 }

After switching from AT&T I ported my number to T-mobile Prepaid! The whole entire process took about 6 hours! I selected the Unli. Web & Txt w/100min Talk!
1st. Complaint - Tmobile told me that my Att 4G Device would work perfectly on their network with their 4g network! WRONG! I was stuck on the Edge network, and when I went to tell them they was like SORRY would you like to buy a Tmobile Device for $200 Dollars? Im like NO!

2nd- The child privacy web blocker was crazy! I couldnt use simple app's with WIFI without my phone saying that T-Mobile dosent allow this content! I tryed to get this fixed, and it took a week to get it unblocked with their crazy Customer Service!

3rd- Customer Service is Horrible! On the prepaid side it's NO WAY you can talk to someone! I have to call their sell line to get in contact then they transfer you ALL THE TIME to the main home system! And you have to do the process all over again! The worst customer Service in the World!

4th- My minutes kept rising even when i wasnt using the device. It said i used 70 minutes in the first day when my phone wasnt even finished ported all the way, and their that time my service wasnt even on.

My final decisions was to go to Family Mobile by Walmart! $45.00 first line with add. lines for $34.00 ITS GREAT!
I WILL SAY AT&T HAD THE BEST COSTUMER SERVICE EVER , I MISS THEM JUST WAYYYY TO PRICEY!

Beth

{ 12/10/2012 }

I have had TMobile Prepaid plan for years. I don't use my phone for anything other than occasional calls and alot of texting. I have not had to uss customer service because everything is fine. Some comments I've noticed are in regards to customer service calls going overseas. Are you aware that you can state you want to speak with someone in the United States? They will transfer the call to the US. This goes for any company you talk to.

Annie Fischer

{ 12/10/2012 }

Have had tmobile for years. Love it!

No problems at all. Buy, once per year, the 100 for 1000 minutes and they last me andthe coverage is great....few dropped calls w/kids w/iphones!

Unhappy

{ 12/09/2012 }

Where's the 4G and 3g? Tmobile is just asking for a class action lawsuit! The claim to have the fastest and largest 4g network yet it's non existent. Then they throttle you to the snail pace Edge system. Tmobile should go out of business.

Scott

{ 12/07/2012 }

t-Mobile steals, they treat you like a moron, as per other complaints: "Terrible customer service and illegal practices. I have had pre paid service and every month they say my balance is too low to use my service even when I haven't used my phone at all. Every month for teh past 3 mnths I have had issues and they won't explain where the minutes go--I tell them what reflects on my phone and they just transfer me to another rep. One rep wouldn't let me finish a sentence and I wasn't mad or agitated, just explaining what happaned then he transferred me mid sentence and the payment rep said they couldn't tell me anything about my payments--that I had to speak to cust serv again. Unbelievable scammers. I didn't use my hone for a month while I was in Germany--just paid the monthly prepaid and had a balance of 10 minutes and they said I used up all of my minutes. Total scam." Thats exactly true. Also, the mexican made Noki 1616, otherwise a nice phone, strangly I get endless voice and text messages from latino gang affiliates in greater Los Angeles area, the frequency seems to parallel usage of the phone, e.g. every time you use it, within 24 hours later I'm getting anonymous messages to buy / sell, then they stop after 2 or 3 attempts to contact. It makes you paranoid. the latino T-mobile service

Xavier

{ 12/06/2012 }

I bought myself a unlocked Nexus 4 from Google and signed up for T-Mobile's $30 unlimited text/data(5GB at 4G speeds) with 100 minutes plan and their Montly 4G handset protection service. So far everything has been working without problem. No spam text messages, coverage is comparable to Sprint (which I had and left due to slow data!) no missing minutes. Everything has been going smoothly. Perfect plan for a teen on a budget! Highly recommend the Monthly 4G Plans

Dan

{ 12/04/2012 }

Have the Exibit 2 and 30 dollar data plan, my wife has the same and the 50 dollar plan. We save a lot with it and I am switching her to the 30 dollar 500 min plan soon. So far, in San Antonio it works fine. My 30 dollar 100 min talking plan is hard for me to use, but I started using free Vonage app when home and a talktone and google number linked in and all is good. When we travel, the reception can be non existant, in west Texas, intermountain, eastern oregon, no data at all. Good cheap plan, and ok phones.

angela

{ 11/19/2012 }

Took over a week to transfer landline number to cell phone. Received an email on Sunday stating it would be done within 24 hours, that didn't happen. When I called kept getting transferred to different departments. House phone was completely shut off 2 days later and had to go 6 days without any phone service. It took approximately 10 calls to get issue resolved,was some kind of clitch (that happens occasionally) was told I'd get a free month of service once phone was activated. Called and of course no-one could verify that I was entitled to free month because of the aggravation. So much for keeping the customer satisfied, it's all about the money and so what if I was inconvenienced and have children at home.

Mr. Taylor

{ 11/12/2012 }

I switched back to T-Mobile when my contract with AT'T was too high. I like T-Mobile and they have the right business approach.

king

{ 11/10/2012 }

Terrible customer service and illegal practices. I have had pre paid service and every month they say my balance is too low to use my service even when I haven't used my phone at all. Every month for teh past 3 mnths I have had issues and they won't explain where the minutes go--I tell them what reflects on my phone and they just transfer me to another rep. One rep wouldn't let me finish a sentence and I wasn't mad or agitated, just explaining what happaned then he transferred me mid sentence and the payment rep said they couldn't tell me anything about my payments--that I had to speak to cust serv again. Unbelievable scammers. I didn't use my hone for a month while I was in Germany--just paid the monthly prepaid and had a balance of 10 minutes and they said I used up all of my minutes. Total scam.

David C.

{ 11/08/2012 }

I really don't call that much nor interested in using data so this prepaid service is good for me. I just buy a 100 dollar refill and it last for 4 to 6 months. Signal is very good for the San Francisco area. I know that any drop calls is due to the budget T-Mobil phone I use so I'm planing on buying an unlocked phone in the future to get a better signal.
Anyway, if you just want to call and text and not that often then this plan is good for you. OTOH if you require data and make lots of calls then this plan may not be for you.

Mike

{ 11/07/2012 }

T-mobile's prepaid data-only plans look like a good value at first glance but have two annoying caveats, one of which is a dealbreaker:

1. Webguard (content filtering) is enabled by default on all prepaid data plans. To have it turned off you have to go to a physical T-mobile store and show photo ID as proof of your age.

2. This is the dealbreaker - when your current prepaid plan's data allotment is used up or expires, T-Mobile automatically switches you to a "per-megabyte" plan which costs $0.20 per megabyte. When you redeem your next prepaid card balance it will automatically deduct these charges from your next balance. Doing this instead of simply having the service stop functioning is idiotic and, for me, defeats the purpose of the prepaid data model in the first place. In my case it deducted $1.40 against my newly redeemed balance of $35 and now I don't have enough for the plan I wanted to use. Customer support was uncooperative and useless. Will not use again.

s ensign

{ 11/05/2012 }

had t mobile prepaid for 1 month. service was consistent, but really slow. I was even verified in a 4g market in Phoenix. After I switched to Verizon, I called to get a bill to keep on record for my business. What a joke. Their customer service for prepaid is HORRIBLE. If you ever plan having to call into T Mobile prepaid, never plan on getting anyone who speaks native English. WOW, strongly do not recommend.

Robert DeZurik

{ 10/28/2012 }

We have had T-Mobile pay as you go for a few years. Their coverage has been marginal and it is not the same as their coverage for monthly plans. Their customer has fallen apart and are terrible to deal with. I dropped my service with them 4 months ago and am dropping my wife's today.

Lorries Stoires

{ 10/17/2012 }

I've had T-Mobile pay as you go for about 5 years now. Love the convenience of a pre-paid. I only use it for calls to or fromn the school or my kids. I recently got my kids phones form Virgin they both suck!!! They don't have any coverage in our area. (San Francisco) wtf? So,, T-Mobile does not work well in some areas such as Carmel or mountains, but in our area they work great. I now have T-Mobile for my kids too.

Jolie

{ 09/24/2012 }

So here's my complaint that I sent tmobile for false advertising...he charged me for the insurance... I have the reciept ... The tmobile reps are so useless and need to actually get our issues resolved before letting us get off the phone still unhappy...prepaid customers should be a priority just as well as the postpaid customers.....

Complaint:
Because I filed a claim over 2 weeks ago and now ur company has told me I filed my claim with the wrong insurance company...ugh I'm so unhappy with t mobile for being so unorganized ...the tmobile store kept sending to the insurance since their 2 seperate company...I'm seriously thinking about leaving y'all...get it together! I'm currently still without a phone! I even have the insurance paper stating in black n white that I have it! From my experience... Not good! I feel as if I'm not being treated as a priority customer since I am a prepaid customer! Cricket sounds good right about now.... This goes to the individual that's gunna read this survey...can u assist me on how to get this straightened out and me out of yalls hair! Please.. thank u so much for taking the time to read my novel... Or even if u can get another agent who can help me thanks ...Jolie

Josh

{ 09/23/2012 }

Worst - they actually cut your prepaid servive in 25 days, so u never get 30 days complete month.

ej

{ 09/13/2012 }

T-Mobile has the most God awful service there is.Dropped calls,no coverage, data never works, and always running edge.Where's the 4g?!!!

Dave

{ 09/07/2012 }

I am with T Mobile for 10 years and for the past two years I feel that I have to let them go!!!! As of today they cannot compete with other providers for nothing. Someone can say that i cannot compare their service with other, new companies and I might agree, but I am definitely letting them go in one month when my contract is over. Today unlimited service for text, call and data should not cost more than 50 dollars, taxes and fees including. T-Mobile is too greedy and it is a fact. They probably feel that they are too big and they can afford to keep their prices but they are wrong and they are no longer getting my money.

Bobby Cell

{ 09/03/2012 }

Been with T-Mobile for 10 years! Now using their pre-paid monthly as it cannot be beat!
Yes most customer service sucks every where , but the savings and service is great!
Appears most problems are due to people NOT following the terms of service and just flat out NOT knowing what they are buying!Most if not all cell phone time is rounded up to the next minute as has been since the old brick phones.
I am one happy $30.00 per month person for now!

Peter H.

{ 09/03/2012 }

About a year ago, T-Mobile took out the $1.50 day tokens for Web access. Now, to get on the Web you have to change your whole plan?! And, the daily plan is from midnight to midnight.

Assume you have the 10 cents a minute, if you refill with $100 cards.

If you need Web access from, say, 10 PM to 1 AM, you will have to go through the hassle of calling them at 10 PM to switch plans, call them again after 1 AM to switch back AND pay at least $6 even if you only use a few megabytes.

Daily Web tokens worked by simply buying a daily token over the phone. Service stayed the same and you did not have to keep calling them.

The "enhanced" service, requires all the stated workarounds.

This is called "customer service," the T-Mobile way!

Cody

{ 08/23/2012 }

I'm about to purchase my 4th T-Mobile prepaid for my daughter. I switched from Verizon two years ago in an effort to save some money. My children and wife use the phones very little, and it has save us a tremendous amount of money. $100refill for my wife lasts about a year which works out to a little over $8/month. A $10 refill for my son will last a few months, so $3 or $4/month. Daughter has texting plan, so less than $20/month give unlimited texting and whatever calls she makes. Bottom line is I'm paying about $30/month total for 3 phones whereas I was paying $80/month for two before. Verizon's coverage was better, but T-Mobile is still very good. For good coverage and low budget, I highly recommend it. My employer pays for my Sprint phone, so I haven't switched, but the coverage seems about the same.