T-Mobile Customer Service Issues

Archive 3

The following are issues that customers reported to GetHuman about T-Mobile customer service, archive #3. It includes a selection of 20 issue(s) reported June 15, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I am enrolled in a pre-paid plan for my iPad. Every month my US Government Mastercard gets charged by T-Mobile, but I never receive an email receipt showing the amount debited, which I need for my records. I received a receipt only once in the last six months on April 10, [redacted], which stated the payment amount, service details, and a thank-you message. Despite spending two hours navigating the phone tree last week, the issue remains unresolved, and even speaking to five representatives did not yield results. This lack of receipt is frustrating, especially because other telecom companies, like T-Mobile, do not offer retroactive receipts. The email is not in my spam folder. My iPad number is [redacted], and my account is under [redacted]. I was charged $20.00 on June 12 without receiving any confirmation email from T-Mobile.
Reported by GetHuman788782 on शुक्रवार, १५ जून २०१८, रात ८:४५ बजे
I closed my T-Mobile account in January of [redacted] after being a customer for over five years. I purchased an LG V10 phone through T-Mobile and fully paid for it. I have made eight phone calls to T-Mobile, with the last call lasting two hours before it got disconnected. T-Mobile is unable to find my account using my account number, phone number, or any other details. I have reached out to LG, and during a conference call, their representative confirmed that the phone is from T-Mobile, and they can verify this information using the IMEI number. I am seeking assistance to unlock this phone.
Reported by GetHuman789573 on शनिवार, १६ जून २०१८, रात १:२४ बजे
Last October, I purchased an iPhone 8 Plus at your store in the University Village of Riverside, California. I specifically requested an unlimited version and paid $[redacted].74 for it. Unfortunately, upon returning to China, I discovered that my iPhone is locked and cannot accept other operators' SIM cards. I visited an Apple store where they confirmed the phone is locked. My IMEI is [redacted][redacted], and my Serial Number is FD8VF0J0JCM4. It is incredibly frustrating that this was not disclosed to me at the time of purchase, as it has caused me to miss important phone calls and even an interview. I am seeking a resolution to this matter and would appreciate compensation for the inconvenience this has caused me. Thank you.
Reported by GetHuman797814 on सोमवार, १८ जून २०१८, रात १०:२८ बजे
In March [redacted], I was in a minor car accident where my phone got damaged. I contacted Assurant, paid the deductible, and received a new phone. However, in May, I either lost or had the replacement phone stolen. When I tried to file another claim with Assurant, I was informed that they never received the original damaged phone back. Despite following their return instructions, a charge for the unreturned phone appeared on my account. I have reached out to both T-Mobile and Assurant multiple times to resolve this issue, but have faced difficulties in speaking to a supervisor. I even reported the lost phone to the post office, but the situation remains unresolved. It seems like there are similar cases online where customers are billed for unreturned phones. I am puzzled as to why Assurant does not use a more secure method like UPS with a signature requirement for returning phones. I hope for a prompt resolution to this matter.
Reported by GetHuman-lokinan on मंगलवार, १९ जून २०१८, रात १२:५७ बजे
I was informed that I could upgrade to the Samsung Galaxy S8 Plus for $[redacted] down, but they are out of stock. I am experiencing continuous issues with my T-Mobile REVVL. Being the caregiver for my dad, dropping calls frequently hinders my ability to communicate with nurses, his doctor, and the Veterans Administration. Although my sister Rose B. is the primary account holder, I am responsible for paying the bills for both lines. This situation is unacceptable. I had to seek help from my dad's neighbor to contact [redacted]. I hope for assistance in resolving this urgent matter. Thank you, Evelyn F.
Reported by GetHuman800661 on मंगलवार, १९ जून २०१८, शाम ६:५४ बजे
I am lodging a complaint because T-Mobile claims I owe them $[redacted], which I dispute. The cost of our phones was $[redacted], and all but one were paid for. The bill we received was $[redacted], but I believe this amount is incorrect. Over the years, I have overpaid T-Mobile multiple times due to errors made by your staff. I request to speak with the president to convey my perspective on the situation. While your representatives are pleasant, they lack expertise. As a retired banker, I believe I do not owe T-Mobile anything except a farewell. The president can reach me at [redacted]. My name is S. Sharp, and I am available to discuss this matter if he contacts me. Otherwise, I urge you to cease your pursuit for the $[redacted] payment. Thank you.
Reported by GetHuman804949 on बुधवार, २० जून २०१८, रात १०:०५ बजे
I am extremely dissatisfied with the service I received recently. Your representative informed me that the phone would only cost me $60 with a $[redacted] discount, but now I am being asked for more money. This is not how long-standing customers like myself should be treated. Perhaps having American employees would prevent these mistakes in the future. The transaction number mentioned was possibly [redacted], but I no longer have the message with all the necessary details. Thank you for addressing this matter promptly. Regards, MMH P.S. The email from T-Mobile regarding the order is attached for reference.
Reported by GetHuman805657 on गुरूवार, २१ जून २०१८, रात २:२९ बजे
I have been a customer of T-Mobile since [redacted] when it was Omnipoint. I'm experiencing problems with my LG K7 phone recently. During a tech support call, around [redacted] of my photos got accidentally deleted. Despite being told to check certain folders, the pictures were nowhere to be found. After contacting T-Mobile, they stated the photos were mistakenly removed and advised me to purchase a new phone. They recommended the LG K30 priced at $[redacted], with a $50 credit offered. After almost two decades with the company, I feel disappointed by this outcome. Loyalty seems to be overlooked, while new customers receive better deals. Spending hours with tech support only to be informed months later that it's likely the phone causing issues feels like a waste of time. I believe my dedication as a customer should be acknowledged, especially considering the loss of [redacted] pictures. I request fair compensation for the time and effort invested. Thank you, Ron C. [redacted]
Reported by GetHuman-catuccy on गुरूवार, २१ जून २०१८, दोपहर १०:५६ बजे
Our son, in the Air Force, settled his Teen Mobile account in March prior to his deployment. Despite a zero balance confirmation, we are now plagued with collection calls. He won't return until late October. Sending collection calls to a serviceman seems illegal. Moreover, it seems letters were also sent to his old address from over four years ago. It's perplexing why such correspondence is being sent to an outdated address he hasn't resided in since it was sold. The situation is confusing. Please get in touch promptly before we escalate this matter. Thank you.
Reported by GetHuman811495 on शुक्रवार, २२ जून २०१८, शाम ७:५९ बजे
I had a problematic experience with the sales representative, Christy Erickson, from the corporate office near 128th Foster in Overland Park, KS. She contacted me to switch multiple Sprint lines to T-Mobile, which resulted in various issues. As a realtor, I record my calls and have kept texts showing her misleading statements about returning the phones for a refund and her failure to add insurance to most of the devices. Despite repeated attempts, she only added insurance to one phone last week. When seeking assistance from customer care, I was directed to contact the salesperson or their supervisor. I've reached out to John Brown, Christy Erickson's superior, at [redacted] multiple times. I am yet to receive the reimbursement for switching to Sprint, and Christy admitted via text that she failed to process all the phone returns, continuously providing false assurances about the pending refund. I have documented evidence of these conversations.
Reported by GetHuman815140 on रविवार, २४ जून २०१८, सुबह ५:१४ बजे
I recently visited the Paducah KY T-Mobile store by the mall and had a very poor customer service experience. When I entered, the store was empty, and it took 5 minutes for a man named Chris, who identified himself as the store's GM, to assist me. He appeared unkempt with a dirty shirt and smelled like cigarettes. As I was browsing for a new phone, he was abrupt and rude, making me feel rushed. Due to his unprofessional manner, I decided to leave and switch to Verizon instead. It's essential for T-Mobile to address this issue promptly to maintain their reputation and customer base. Chris's behavior is driving customers away, and it's imperative for T-Mobile to address this matter for the store's success. Thank you.
Reported by GetHuman-mandylha on रविवार, २४ जून २०१८, शाम ७:३९ बजे
I recently visited the store on 71st & Yale where I spoke with Daniel & Jayy about lowering my AT&T bill. Unfortunately, I wasn't fully informed about the details. Despite trading in two iPhone 7 Plus phones in perfect condition and being promised that our phones would be paid off, we encountered issues with dropped calls and poor reception. Daniel mentioned we could return the phones, but I was surprised to find out later that we wouldn't get our original phones back. Instead, we received $[redacted].00 and $[redacted].45. I found out that I needed to pay off the two iPhone 7 Plus phones ($[redacted].00) before reconnecting with AT&T. Daniel was supposed to connect me with a manager, but provided the wrong email address. I'm seeking clarification and resolution after returning the phones on 5-10. Any assistance would be appreciated.
Reported by GetHuman-langleyt on सोमवार, २५ जून २०१८, दोपहर २:०९ बजे
I am contacting you regarding an unauthorized charge on my account ending in [redacted]. I had officially canceled this account in February [redacted]. The last four digits of my social security number are [redacted]. Even though I already paid $[redacted].00 to settle my bill, I have been notified that it is now with an attorney for a purchase of speakers that I did not authorize. I am requesting to have my credit cleared of this charge; otherwise, I will need to seek legal counsel.
Reported by GetHuman-debormn on मंगलवार, २६ जून २०१८, शाम ६:४५ बजे
Hello, I'm from Brazil and recently bought an iPhone 8 at Best Buy. I expected the phone to be unlocked for use in Brazil, but unfortunately, it is not. I contacted Apple in Brazil and found out that the device is locked by the US T-Mobile operator. Apple recommended reaching out to the carrier for unlocking, but T-Mobile mentioned that I should speak to the store where I bought the iPhone, as they are not T-Mobile affiliates. I am unsure what steps to take since I cannot go back to the store. The purchase was made on 02/02/[redacted], and the phone is still locked. I can provide the purchase receipt if needed.
Reported by GetHuman-claudir on बुधवार, २७ जून २०१८, रात ८:३३ बजे
I recently received my June bill, which shows a monthly charge of $74.74, although my usual monthly fee has always been $53.28. As a senior on a fixed income relying on social security, I rarely watch television but need internet service for my teenage granddaughter's school assignments. I cannot afford this sudden increase. When I called, the agent mentioned that my bill will rise again in 4-6 months. Additionally, I have been experiencing issues with the internet connection and cable box since the service started. I've contacted support multiple times due to frequent outages, especially with the internet. I find it unfair to face a rate hike for services not being consistently provided. Unfortunately, with summer break, I may have to cancel due to affordability. Thank you for looking into this matter.
Reported by GetHuman830935 on गुरूवार, २८ जून २०१८, रात ९:४९ बजे
I need assistance setting up my T-Mobile account. When I tried to set it up, it directed me to the next page requiring a confirmation number or verification. Upon attempting to go back, I received an error message instructing me to call customer service. After calling, I was placed on hold and disconnected. This experience is frustrating as I have only just initiated this service and encountered these issues. Despite speaking with multiple customer service representatives, none could address the problem. Initially, I was informed by several representatives, including Ashley, that I could use my unlocked Samsung Galaxy 7 edge phone from Sprint for a Pre-paid account. However, this proved unsuccessful, leading to numerous calls and hours on hold without resolution. Eventually, I was advised at a store that Sprint phones are incompatible with other services even if unlocked, necessitating my purchase of a $[redacted] phone. Additionally, I require assistance in setting up My T-Mobile account.
Reported by GetHuman-jsprice on गुरूवार, २८ जून २०१८, रात ११:४० बजे
T-Mobile sent me a bill of $[redacted] for 187MB that my wife used overseas for just two days, even though she was connected to wifi. I've been in touch with customer care for hours over multiple days, but they could only offer to reduce the bill by $[redacted]. I decided to visit a T-Mobile store, where I spoke with the manager. After contacting their boss, they managed to halve the bill. However, they discovered a note on my account from the first customer care manager stating that they needed to be contacted first. When the current manager reached out, the initial manager refused to honor the deal and stated that only the $[redacted] discount stands. She mentioned that she was still working on my case and I shouldn't have dealt with someone else. She firmly stated that the only deal available was the initial $[redacted] off. I'm seeking advice on how to handle this situation as I cannot afford this bill as it stands.
Reported by GetHuman-zouine on शुक्रवार, २९ जून २०१८, सुबह ४:२२ बजे
In January, my late husband and I visited T-Mobile to inquire about the military plan. Unfortunately, he suffered a heart attack and passed away on January 13th before we could sign up. I have a military ID and am eligible for military discounts. Today, I revisited T-Mobile to inquire about enrolling in the military plan, as it was our intention earlier this year. With my life slowly returning to normal, I would like to proceed with T-Mobile as our chosen phone carrier for our family plan, as my husband and I had planned. I can provide his DD214 form and death certificate if necessary. Please advise. Thank you. - Eloise P.
Reported by GetHuman-orp on शुक्रवार, २९ जून २०१८, सुबह ४:५१ बजे
I was approved for 5 lines but encountered issues with the Moto phone's audio, so I switched to an LG K30. Unfortunately, the K30's screen cracked, and after returning it through the mail, I received no response despite being transferred between multiple customer service representatives. When I visited a store due to safety concerns related to a violent situation at home, I discovered my service was suspended due to an unpaid bill. I had paid the $50 fee while returning the phone and had to buy a prepaid phone in the meantime. Feeling alone with only my 5-year-old son, I'm now seeking legal assistance. I had insurance and fulfilled my obligations, but I am currently without a working phone. I urgently need this situation resolved to ensure our safety. Jennifer G.
Reported by GetHuman832069 on शुक्रवार, २९ जून २०१८, सुबह ७:०७ बजे
I am a military veteran, Ben Clayton, who switched from Verizon to T-Mobile for the Get Out of Red program. Sadly, my experience was not good, and now I am facing a $[redacted] bill that I cannot avoid. During my switch, the T-Mobile agent assured me that I qualified for the Get Out of Red program along with a military discount. Based on their information, I used my existing Galaxy S7 Verizon phone on T-Mobile's network, which later turned out to be incompatible and caused my phone to shut off and drop calls. After seeking help from two different stores, I was misinformed about my phone's compatibility. Consequently, I ended up purchasing a T-Mobile S9, believing that my S7's expenses would be covered. However, upon receiving my bill, T-Mobile claims I no longer qualify for the program. I feel misled and frustrated by the initial agent's mistakes, as now I am left with a damaged S7 phone bill from Verizon and a new T-Mobile device to pay for. I need assistance to resolve this issue promptly.
Reported by GetHuman-claytben on शुक्रवार, २९ जून २०१८, शाम ७:०३ बजे

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