T-Mobile Customer Service Issues

Archive 25

The following are issues that customers reported to GetHuman about T-Mobile customer service, archive #25. It includes a selection of 20 issue(s) reported October 17, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
In Darien, GA [redacted], the T-Mobile tower (eNB ID [redacted]-LTE) is situated on top of the City of Darien Water Tower behind the Bluestein stores parking lot, near Darien Heights, approximately 1.8 miles away from my home. 1. Transitioning from VZ to purchasing a One Plus 8 phone, with 128GB and 5G capabilities for future use, I am curious about the phone cost and the effectiveness of signal boosters for improving signal reception at my location. 2. I would like to know the monthly charges for one phone, including the T-Mobile services available at this specific location. 3. I am interested in knowing if T-Mobile voicemail functions independently of data plans, unlike VZ where a data plan is required to access voicemail. 4. In case the T-Mobile cell phone service does not meet my needs, I am interested in the return policy, including the duration to return the phone and any associated restocking fees. Thank you, Fred Marland, for your assistance in providing information on these inquiries.
Reported by GetHuman5377613 on Saturday, October 17, 2020 8:55 PM
I attempted to establish cell phone service with T-Mobile, but due to lack of signal in our area, we had to cancel the service. The cancellation process was challenging but was eventually completed on Saturday, August 29, [redacted]. However, I recently noticed a charge of $61.65 on my Wells Fargo credit card statement dated 08/29/20, which we should not be responsible for as we never received any service at our residence. Despite the helpfulness of the store employees, this billing issue remains unresolved. We are adamant about not owing T-Mobile any charges and will dispute this transaction with Wells Fargo. If necessary, we are prepared to escalate this matter to The Better Business Bureau and Consumer Protection Agency if a credit is not issued promptly. The account was under my husband's name, C.R. Willis, and we visited the T-Mobile store at Central Texas Marketplace.
Reported by GetHuman-pwpwilli on Wednesday, October 21, 2020 7:26 PM
I recently submitted a claim with Assurant for my damaged Samsung Note 10 +. Even though I thought I had paid the deductible by providing my card information, I realized after a week or two that my phone hadn't arrived. Upon checking, I was informed that the device wasn't in stock. When it finally became available, I was asked for the deductible payment, which I believed I had already made. After some back and forth, eventually, I couldn't afford to pay for the claim. I contacted T-Mobile and a helpful representative, Mark, assisted me in sorting out the issue with Assurant by arranging for a new device to be shipped with the agreement that Assurant would send a check for the phone Mark had sent. However, I have not received any check from Assurant or the packaging to return my damaged device. I've noticed I'm being billed for both devices now, which shouldn't be the case. It's crucial for Mark to reach out to me to resolve this matter. Thank you, Andrea. Stay blessed and stay safe.
Reported by GetHuman5391952 on Thursday, October 22, 2020 5:08 AM
In May [redacted], I exchanged two iPhone 6s for two new phones and was assured a $[redacted] credit for each. After contacting them in June and July, I was informed the credit would take a few months. When I called on August 16th, I was told they never received the phones, despite having an email confirmation. They now require the IMEI numbers which I did not record. After multiple transfers, it was suggested by Chantal that they didn't get my phone due to a promotional mix-up. I expressed my frustration and provided tracking numbers and emails. Today, after spending 1 hour and 39 minutes on the phone and being transferred six times, I remain unresolved. I am seeking my $[redacted] credit and an apology from T-Mobile, or I will escalate the situation.
Reported by GetHuman5405665 on Monday, October 26, 2020 9:21 PM
I recently purchased a T-Mobile SIM card at a T-Mobile store for my LG V60 ThinQ. The store set up the SIM card, added a $50 prepaid refill, and assigned a new phone number. However, upon inserting the SIM card at home, the phone is not working. When I attempted to set it up on the T-Mobile website, I received an error regarding my IMEI and the SIM card. I would appreciate assistance in getting my phone operational.
Reported by GetHuman-shoopshe on Saturday, October 31, 2020 10:42 AM
I am experiencing issues with my fourth replacement phone from T-Mobile. The first three Samsung A10e devices all had microphone problems with intermittent sound issues during calls. My name is S.H., and my T-Mobile number is [redacted]. The current device, an LG Aristo 5, is the third replacement sent to me by customer service due to defects. This phone now has earpiece problems with the caller's voice breaking up during calls, rendering it unusable for voice communication, similar to the previous three phones within 30 days of receipt. I require a dependable device and my previous provider, while pricier, offered that reliability. Can you assist me in resolving this matter? Thank you.
Reported by GetHuman5421232 on Saturday, October 31, 2020 6:19 PM
I've been experiencing Wi-Fi connection issues recently. It started after an iPhone update. I tried troubleshooting with Apple, but they advised me to reach out to T-Mobile as the issue doesn't seem to be on their end. Interestingly, while my iPhone shows "no service," I can still access the internet and send messages. My iPad and my wife's iPhone are both connecting fine though. I'm unable to make calls for support.
Reported by GetHuman5448128 on Monday, November 9, 2020 10:43 PM
I signed up for a Home Internet trial with T-Mobile while keeping our Spectrum internet, cable, and home phone services. Later, I added a home phone through T-Mobile after several employees assured me it was the same as Spectrum's home phone. However, the T-Mobile Home phone turned out not to work as expected since it was misrepresented as VOIP without the necessary adapter. The T-Mobile Internet upload/download speed was only 1-6 Mbps, making it unsuitable for streaming or browsing. Unfortunately, on 11/01/[redacted] at 6:48 pm, T-Mobile employee Kael unexpectedly canceled our Spectrum Internet and Cable without authorization, resulting in a loss of emails, cable TV, and home phone service. Despite contacting both Spectrum and T-Mobile multiple times, the issue remains unresolved, with promises from various T-Mobile representatives like Gem, Christian, and others not being fulfilled. An employee named Ken on 11/05/[redacted] at 8:43 pm assured us that T-Mobile would release the home phone number promptly, but it is now scheduled for 11/24/[redacted] with no resolution in sight. The entire experience has been frustrating, consuming between 60-80 hours of our time as we strive to rectify the situation caused by Kael's actions and T-Mobile's lack of response.
Reported by GetHuman5453416 on Wednesday, November 11, 2020 5:11 PM
My name is Andi Kanode, and I had a plan with my mother through T-Mobile. Unfortunately, choosing T-Mobile turned out to be a mistake from the start. Despite being quoted one price initially, it swiftly changed. Upon receiving the phone at home, neither my husband nor I had any service. We were unable to make or receive calls starting around January or February. Despite numerous calls made to T-Mobile, their support only suggested various troubleshooting steps, which did not resolve the issue over six months. Frustrated, I informed them of my decision to cancel the service and return the phones. A higher-up promised to erase all charges if the phones were returned by July 31. Once the phones were shipped back and received, we assumed we had severed ties with T-Mobile. However, my mother recently received a $[redacted] bill for unpaid services from July to November. We fulfilled our obligations and returned the phones as instructed, and now, the bill has been sent to collections unjustly. At present, I am dealing with health issues and undergoing frequent treatments, leaving me unable to handle this matter. T-Mobile should review the recorded phone calls to correct this situation promptly. I urge them to handle the collection issue for my mother without further delay as I'm unable to address it myself due to my health condition.
Reported by GetHuman5475150 on Wednesday, November 18, 2020 10:05 PM
I visited the T-Mobile store at Central Texas Marketplace on August 28, [redacted], trying to get service, but unfortunately, we didn't have coverage where we live. We returned the next day to cancel everything, a challenging process. Despite believing it was resolved, I noticed a $61.65 charge on my Wells Fargo statement dated August 29. We dispute this charge as we never received service. I've contacted Wells Fargo and will escalate to the Better Business Bureau and Consumer Protection Agency if not resolved promptly. The account was under Charles R Willis, and I am Paula Willis of [redacted] Silver River Rd, Waco, TX [redacted]. After speaking with Joan at T-Mobile, who assured me the issue was fixed, I received another bill now totaling $91.65 with collection threats. This ongoing problem is frustrating, and I feel T-Mobile is the worst company to deal with.
Reported by GetHuman-pwpwilli on Saturday, November 21, 2020 9:40 PM
Today I had an experience at a T-Mobile store located at [redacted] Promenade Place in Columbia, SC. I arrived with a malfunctioning phone and was asked to wait outside due to my medical exemption from wearing a face covering. Inside, there were three customers and two associates all wearing face coverings. Despite the chilly 60-degree weather with gusting winds, I waited outside for over 15 minutes until my phone suddenly started working again. I appreciate everyone adhering to safety guidelines, but I question the necessity of waiting outside when there was ample space to social distance inside. Businesses are required to provide reasonable accommodations, and I believe being made to wait outside in the cold was not one. I kindly request that the store reviews this situation. Thank you.
Reported by GetHuman5506400 on Monday, November 30, 2020 6:19 PM
Since November [redacted], my phone has been problematic. Despite multiple warranty exchanges, the issues persist. Initially having an iPhone 7+, after three replacements, I was sent an iPhone 6 without requesting it. Following another complaint, they upgraded me to an iPhone 8+ without consent. I returned the iPhone 6, but it was deemed late, resulting in a $[redacted] charge. Despite disputing this for three months and assurances from two different representatives, the charge remains. My service is now suspended due to non-payment, affecting my 15+ years as a loyal customer. They have the iPhone 6 and demand $[redacted], which I refuse to pay. I may have to switch providers, even though I prefer not to, given my loyalty.
Reported by GetHuman-dvucetov on Wednesday, December 2, 2020 5:22 AM
I canceled my T-Mobile account # [redacted]08 and telephone # [redacted] on October 15, [redacted]. Despite having no past due balance, I am receiving mail and calls claiming I owe $[redacted].21. I have contacted customer service to address this issue, but we cannot reach an agreement nor can they explain the origin of this amount. They are threatening to report this to credit bureaus, jeopardizing my credit score. I have emphasized there is no balance, but the matter remains unresolved. I am seeking assistance to prevent any negative impact on my credit. Please resolve this matter promptly. You can reach me at [redacted]. Sincerely, LH
Reported by GetHuman5523128 on Friday, December 4, 2020 11:43 PM
I visited a nearby T-Mobile store on 9-5-[redacted] and purchased two phones, service, and two phone cases. I encountered difficulties with the phone and service, being only able to call between the purchased phones. I decided to return the items within the 14-day return policy to the same T-Mobile location. I have both receipts, each showing different amounts. On 9-5, my total due was [redacted].63, and I am aware of the 70.00 dollars restocking fee per phone. However, I was only refunded 35 dollars. I wish to speak with someone in person other than the agents at the store to discuss this issue as it is complicated to explain via text for me.
Reported by GetHuman-beltrame on Monday, December 7, 2020 12:32 AM
I no longer require your cement wall service as I switched to another company. I have been trying to reach you since mid-November to notify you of this change. The $5.00 fee was waived and should be documented in your records. Due to suspicious activity on my visa account, a check was sent to NM after my bank advised closing the account. There is no outstanding balance on my account. Please transfer my number [redacted] to Consumer Cellular for continued service with the new company.
Reported by GetHuman-quiltfu on Monday, December 7, 2020 10:18 PM
My daughter and I have T-Mobile cell phones and the T-Mobile Tuesday app. Today, we checked the app for the Tuesday offers, and noticed an offer for Dunkin' Donuts later in the day. Unfortunately, while we were out for a doctor's appointment, we missed the offer due to not knowing the exact time it would be available. We feel disappointed with T-Mobile and would like to reach out for further assistance regarding this matter. Thank you.
Reported by GetHuman-ddopey on Wednesday, December 9, 2020 12:14 AM
I've experienced ongoing issues with my phone since Friday night when a virus infected it. I reside in Manchester, New Hampshire. I visited the Willow St. office on Saturday where they claimed to have fixed the problem, but to no avail. On Sunday, I sought help at the Mall, and although they assured me it was resolved, the virus persisted. I reached out to the [redacted] number on Monday and was advised by T Mobile to have it reset. Following their instructions, I returned to T Mobile, but they failed to reset my phone as recommended. Today, the issue persists with unwanted material, specifically explicit content. I am frustrated as the problem lingers. What steps would you recommend I take now?
Reported by GetHuman5538835 on Wednesday, December 9, 2020 10:48 PM
I was advised to switch plans due to cost, despite my 19 years of loyalty. Resolving this required speaking to 6 representatives, including 2 in Ft. Lauderdale and 4 over the phone. Finally, I reached Shack, who showed genuine concern and resolved my issue. His exceptional service deserves recognition. Sincerely, Sherry Southard
Reported by GetHuman-sosdan on Thursday, December 10, 2020 6:04 PM
I am encountering two issues with my T-Mobile order: 1) Uncertainty surrounds the contents of my package from T-Mobile. I had only requested a SIM card, not a T-Mobile hotspot. I am unsure if the package holds a) the desired SIM card, b) an unwanted T-Mobile hotspot, or c) if the T-Mobile hotspot was sent mistakenly alongside a pending incomplete order for the SIM card. 2) Accessing the website poses a challenge as I am unable to log in or create a new account. This difficulty is likely due to my use of VOIP numbers instead of traditional phone numbers.
Reported by GetHuman5556340 on Tuesday, December 15, 2020 5:58 PM
I encountered an issue placing an order online and had to seek help from a chat associate. After being assured that I just needed verification, I contacted customer service later, only to learn my order was flagged and could only be completed in-store. Despite the chat associate's earlier assurance, I made the trip to the store, incurring a $20 fee. Upon returning to work, I finally received the verification call I had been waiting for. Given the conflicting information from customer service, I believe the fee should be refunded considering I was mistakenly informed that visiting the store was necessary.
Reported by GetHuman-wadeweig on Saturday, December 19, 2020 11:05 PM

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