Absolute Failure of Accountability - $1,500 Scam Disguised as "Customer Service" I am beyond furious with T-Mobile, and this experience has completely destroyed any trust I had in this company. I called to cancel my account and port out. The call was recorded. I was explicitly told my account was canceled and was given official port-out information. End of story--or so I thought. Then I receive a $500 bill. I'm told my account was never canceled, so I was kept on billing without consent. That alone is unacceptable. But it gets worse. We returned two phones for credit. Multiple T-Mobile reps--on multiple calls--confirmed: * One phone was fully paid off * The second phone had ONE payment left Confirmed. Repeatedly. Fast-forward: I'm now being told NEITHER phone was paid off, that I owe $500 per phone, and that my balance has magically become $1,500. That is not a billing error--that is gross misinformation at best and outright deception at worst. To resolve this, I was sent store to store, finally to an "Experience Store." I waited over an hour on the phone with T-Mobile while standing inside the store. A T-Mobile rep on the phone asked the in-store employee to scan my ID so they could help me. The employee refused, claiming the store was "too busy." I have video proof the store was EMPTY. While this was happening, another customer walked out screaming that everything T-Mobile does is a lie. Frankly, after this experience, I understand exactly why. So let's recap: * I canceled my account T-Mobile kept billing me * I was told phones were paid off That was false * I returned devices No credit applied * I was sent store to store No help * I was refused assistance in an empty store On record * My balance went from $0 $500 $1,500 based on misinformation This is not customer service. This is systemic failure, misrepresentation, and a complete lack of accountability. If anyone from corporate or executive escalation is reading this: call me. This needs to be corrected immediately, because what's happening here is indefensible. For everyone else: document everything, record calls, and don't trust verbal confirmations--because apparently, at T-Mobile, nothing you're told means anything. 0/10. Absolutely unacceptable. read more

I miss the awesome service I had with Sprint. I was a sprint customer for over 20 years before they were bought my t-mobile. Off shoring most services may be cheaper but it isn't better. read more

Worst TMobile I have ever been too super slow spent over a hour to get a simple upgrade. Reps move extremely slow. Chatting and laughing, horrible experience read more

Worst Customer Service I have experienced in a long time. Good thing, there are other great stores to go to, otherwise, T-Mobile will be loosing a customer. The staff thinks they are in club and not working. The manager, Amin Martinez, if they even gave me the real name is a joke, not professional and 0 knowledge. Very disappointed. I don't like people wasting my time. read more

In mid-May from last year, my fiancé and I decided to switch over from AT&T and Sprint respectively. We went to the T-Mobile store at 82 Lakeview in Clifton, NJ. The manager/team leader was a bit pushy, but the gentleman who assisted us was actually pretty nice and very mellow. We discussed the estimated monthly bill. Understandably, the 1st bill would be more expensive, but the guy said it would cost less than $150.00 per month including EVERYTHING. (Issue #1) At that time, he gave us a credit for my HTC M8 Harmon/Kardon edition and my fiancé's iPhone 4. We were given $155.00 for the trade-in. (Issue #2: Will explain further down) Essentially, we only wanted to get the phones, get our credits to cover the termination fees, and buy the accessories online since they are much cheaper there. The guy said we could pick a screen protector and a phone case per phone. We told him we didn't want the items since they are pricey and we were going to buy them online. He said to not worry about it since they were having a promotion and those accessories would be free. (Issue #3) We were pleased to find out such good news. So we both picked a screen protector and a phone case. After everything was totaled up and things were discounted, we paid for the down payment and left. Issue #1: Fast forward to the 1st statement. It came out to $168.45. We didn't think much of it since the gentleman did say it would cost a little more the 1st month. Then came the 2nd and 3rd statements. All the same amount. We thought it was weird so we sat down and looked through the charges. $20 for JUMP for both phones. That was an additional cost the guy didn't mention. He specifically said EVERYTHING would cost less than $150.00 per month. Him failing to mention the extra charge is basically cheating. Issue #2: My fiancé's termination fee was $324.90. He was given a credit of $169.9. The remaining $155.00 was never given to him. According to the T-Mobile rep I spoke to over the phone, he said this credit was given to us upon payment of the initial cost and if it wasn't, it would appear as a credit on our next bill. The $155.00 credit we were given was from the phones we traded in. So the credit they deducted from the trade-in had nothing to do with his switch over rebate. We are still waiting for $155.00. Issue #3: During the sit down to look over the charges, we found out that T-Mobile was charging us for the "free" accessories. This is also cheating, stealing, fraud, and a lie. I wouldn't have had an issue if the gentleman who helped us was honest to begin with instead of hustling us and taking advantage. Every time I called T-Mobile, I was transferred to another rep or another department. It's ridiculous and time consuming. I believe they do this so the consumer gets tired and eventually gives up. I haven't given up. We are owed $155.00, a reduction in the phone bill, and the cost of the accessories. Regardless of the actual total amount, this is robbery. It's nice to know T-Mobile teaches their employees to lie, cheat, and steal. read more

This is my first review on Yelp and let me tell you, this tmobile branch on Lakeview Ave, Clifton has went above and beyond in helping me. I have been with tmobile for about 15 yrs and when i called the tmobile cs, i was so disappointed in their help that i was on the verge of changing services. As a last ditch, I decided to visit this store for the first time and I didn't expect much better. In all honesty, their customer service team, especially the manager, answered all my questions and helped me better than tmobile did on the phone. They made me feel valued as a customer and didnt rush me at all. In return, they convinced me to stay as a customer, even add 2 extra lines and purchase 2 iPhones as well! read more

Worse tmobile store around. Waited 45 mins just to be help. They Sold Me defective iphone then tried to charge me a $35 restocking fee just to exchange it, even though I only had the phone for 2 hours. When I refused to pay the restocking fee the manager lied and said they no longer had Any iphones in stock. Very dishonest and shady business practices at this store. read more

worst customer service in clifton i tried to buy a phone samsung galaxy s3 at that time when the phone came out( most people knows when was that but i forgot)i got in store there was a girl working at that time i forgot her name but she was very rude and didn't want to answer questoin that my mom was asking her she was very unproffesional on her job and while we were geting out she said thanks for wasting my time we left for verizon and i bought my phone there my suggestion is to avoid this store at all cost if you can and never come back in it they are unproffesional and rude please stay away from that store read more