We can into this store because my usual store down the street is being remodeled. We wanted to get a swap done which is changing your existing phone to another new or used phone. We had a previously activated phone (iPhone 11) that we deactivated after not needing it anymore that was newer than the iPhone 6S currently being used by a family member. Allison helped us and immediately recognized the OS was way out of date and she advised us that it would take about 20 mins to download and install. She offered us the option of leaving her a couple of passwords (we could always change them later) and she would call us when she was done. We took her up on that option and left to go shopping in the mall. We went to two stores and got what we needed and returned just as they called us to say our phone was ready. After verifying all apps, photos and data looked transferred correctly, she took about five minutes to activate the new phone. She made a test call to verify the new phone was working correctly and it was. We were good to go. read more

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T-Mobile took over $1,100 for absolutely nothing In 2019 I decided to get the iPhone 11 Pro Max a few months after it came out (July). I decided to do a 2 year lease on it which cost $39.59 per month, just tacked on to each monthly phone bill. In April of 2020, T-Mobile buys Sprint, the carrier I purchased the phone through. My lease is still not completely paid, so I keep making payments. T-Mobile owned Sprint when my lease payment should have been removed from my bill. Fast forward to today, February 1st, 2024. I'm looking over my bill details and I notice that there's a charge on there that doesn't include my iPhone's protection plan stating that it's for leases. Confused, I check the leases tab and there are no active leases. I HAVE BEEN PAYING AN EXTRA $39.59 PER MONTH FOR 30 MONTHS ($1,187) FOR A PHONE THAT IS ALREADY PAID OFF. I call customer service and a very professional young lady named Diamond helps me, she tells me that they had to manually remove so many lease charges from people's bills. I asked if I could be refunded for these extra charges and she tells me that she can only refund 2 months worth of payments (under $80). I understand that she has protocols that will not allow me to talk with her supervisor so I don't even know why I bothered asking. I made sure to be really nice to her because at the end of the day, it's not HER who's been pocketing the equivalent of an extra YEAR'S WORTH OF PHONE BILLS from me. I have called customer service several times over the past few years for help on a few things, there have been PLENTY of times that they could have spotted this error. I am so upset about this and will be switching to a different phone company by February 21st (the day my bill is due) if I am not made whole. I advise anyone thinking of switching to T-Mobile to think twice about it, seeing as they clearly have no issue taking the hard-earned money that is not owed to them. read more

This is THEE cell provider store to go to!!! My mom and brother were having HORRIFIC experience and overages charges from Sprint (like over $400 a month which is just stupid to me) and I have t-mobile and LOVE the unlimited plans. So easy and affordable with NO overages! We called this store during the holidays and Samantha picked up and was SUPER patient, knowledgable and professional. We went and changed all the phones over to t-mobile and Samantha was just amazing!!! We got an even better deal and are all SOO happy!! Will also come back to this store if Samantha is working!! Love it!! read more