Jose was so helpful! I came in pretty clueless why my new phone wouldn't accept my old phones transfer. Ended up, there was an update since I had gotten the phone. Anyway, he did everything for me! Start to finish. I just had to sit there. If I would've tried to do this at home, I would've probably thrown both phones away Thank you Jose!!! 10/10 recommend!!! read more

T-Mobile is cancelling my Military ONE plan and moving me to another plan that will increase my bill by $6 per line. I currently have five lines, pay about $240 per month, and still owe over $2,100 on devices. This feels like a bait-and-switch for loyal customers, especially military families who signed up believing their plan would remain stable. Customers with financed devices are essentially stuck because leaving means dealing with the remaining device balance, while staying means accepting a higher monthly bill. I have been loyal to T-Mobile since 2012, but this experience has completely changed how I view the company. Very disappointing and not what I expected from a company that promotes itself as customer-friendly. One star. read more

​"Beware of T-Mobile's phone payoff and porting promotions. Five months ago, I switched to T-Mobile under an explicit agreement that they would pay off my existing device balances with AT&T and port my numbers. I provided all balance info, but T-Mobile failed to coordinate the release with AT&T. ​As a result, my numbers were never ported and my phones were never unlocked. For 5 months, I've been paying AT&T to keep my active service while T-Mobile has continuously billed me $281.84/month for completely non-functional lines--totalling $1,409.20 in unearned charges. After endless dropped calls, hours on hold, and broken promises of call-backs, their only solution was for me to pay off the phones out-of-pocket for a 'possible' reimbursement or cancel and owe $1,000+ in device fees. A formal demand letter and FCC/FTC complaints have been filed." read more

I had a bad experience on 8/23/2026 I call tmobile to see about ugrade the lied to me about getting the upgrade if I pay the remaining balance of the phone in order to get the upgrade...she flat out told me I would get the upgrade for free since I was a 2 decade customer I was like ok if I am getting it for free...3days later it didnt come and I notice I didnt get a email receipt of the transaction of the order but it show I payed off the remaining amount I call yesterday to see what up and found out they have liar and a con artist working there...this type person should not be working for the company to me that cheating a customer that been with the company a long time....I am leaving this company soon i am mad as hell that I got swindled by her as the rating goes I would give a zero if I could...Totally disgusted by the whole transaction is false read more

I wish I could give T-Mobile zero stars. T-Mobile has become a company that seems more focused on increasing profits than keeping its promises to loyal customers. After many years on the same plan, they changed it without my consent and increased my monthly bill by $10. My experience with customer service has been just as disappointing. Instead of resolving the issue, I felt like my concerns were ignored. As a long-time customer, I expected much better treatment. If I had a better alternative, I would switch today. I'm currently looking for another provider, and if Starlink ever becomes more affordable, I think many frustrated T-Mobile customers would seriously consider leaving as well. Very disappointing experience. read more

I signed up for internet service that turned out to be bad. I cancelled the service within the trail period. I did get charged from day one and I'm still trying to get my full refund. They want to give little increments of the refund every month. So frustrating.. Horrible customer service. read more

I give T-Mobile in Eastview Mall 5 start! Melvin was fabulous in helping me (a senior citizen) in getting a new phone. I needed a lot of help, down to remembering my password! He helped me with everything including getting Netflix and Hulu on my phone and directions for how to get it on my TV. He even gave me his business phone number and when I called for help, he was already off the the day BUT helped me anyway! He knows his stuff and I am so relieved to have a new phone service where they actually help someone my age. Dawn read more

I accepted a trade in offer, online, for a new phone. I was offered $1,000 for my Samsung S 20+. I checked boxes, ensuring the phone turned on and had no cracks on the screen. i then sent it in the box they provided. A few weeks later, they sent me a rejection notice, stating that the phone had a cracked screen and they would only give me $22! I rejected the offer by pushing a button on their website. I was told on the thank you page that I would receive the phone back by rerurn mail. I know I can sell it for at least $120 on Ebay. 40 days later, they have not returned the phone. After waiting for 30 minutes on hold on the phone, I was told that they will NOT return the phone and only credit my account with the $22. I am pretty much stuck with T Mobile, because we have 4 lines and a bunch of phones on contracts. But I would NEVER recommend this outfit to anyone! read more

I am compelled to assign a one-star rating, which I believe is overly generous for T-Mobile. While their cell service is undeniably exceptional, their customer service is unequivocally abysmal. After 18 years as a loyal customer, I was subjected to an erroneous double charge for a phone I did not intend to purchase. This action is entirely unacceptable. read more

I cannot recommend T-Mobile. I recently moved and service in that area wasn't provided by T-Mobile. I tried to cancel early June,. When I didn't hear anything, I called again toward the end of June. They said that I had not processed the cancellation. I asked them to cancel it then. I got a statement saying that I owed until the end of July. I called T-Mobile and they said that was their policy to cancel at the end of your billing cycle. Who does that? Very dishonest in my opinion. customer service is deplorable. They constantly tell you to hold to look up this and that. They're just trying to wear you down. in the end, you get nothing accomplished. read more

The should take responsibility for equipment they choose to ship rather than stock in stores!! Hard to operate without a phone that never arrives. Their response: take it up with the shipper (that THEY chose!). I call BS!!! read more

I have been with t mobile since they took over from Cingular. It has been a reliable service for many , many years. Starting last year with my Samsung Galaxy phone I started experiencing many, many failed to connect calls, also when being called from outside the phone would not bring on my end , but go straight to voicemail , requiring the call to repeat , calling three or four times before the phone actually went through the ring to me. I have.\n Tried working with the T-Mobile customer service and support team about 20 times now trying to fix this issue. Nothing they do can fix it. I'm not sure whether it's my Samsung Galaxy 17 phone or what it is, but, I'm unable to have A Reliable phone to make or receive calls without issues. At this point, I'm finding it very difficult to tell anyone positive things about my experience with my T-Mobile phone. Many times when I'm calling out, I receive a message that says no network connected emergency calls only. I have done everything that they required me to do in an attempt to fix this problem to no avail. At this point, I'm almost ready to give up T-Mobile and change to another carrier.I think having this problem for well over a year is way too long. Ladysmith01.rs@gmail.com read more

Unhappy customer I had a bad experience yesterday I placed a order for a new phone. I was very happy. Then I got a confirmation from T mobile about the order which I found out was going to the wrong address. Then I call t mobile customer service for them to correct the address which I changed about 2 months ago when I purchased the internet package. So the representative I spoke to put me on hold to talk to her manager Jose she then comes back to the phone and said her manager would not go in and change the address. Which the phone had not been processed so now my phone is going to the wrong address. Very unhappy with this Manager Jose and I really wanted to get my phone which was a gift for Mother's Day. read more

I just need to vent about T-Mobile , the worst company we don't use, but continue to get bills from. T-Mobile is a nightmare that just won't go away. I believe it was the beginning of June we were thinking to change our Wi-Fi looking for something cheaper. Signed up to T-Mobile and before I even received the modem or whatever it is in the mail we changed our mind, we weren't going to use them. That's when the nightmare began. We visited three T-Mobile stores before we could finally get somebody to take an unopened box never used back and cancel the Wi-fi. We decided we weren't going to use them. We were given a grace period or whatever you call it where you could change your mind in so much time. We changed our mind almost immediately and called to cancel. That's when the nightmare really began because apparently nobody could cancel us on the phone they told us we had to go to a store and get some kind of a one-time code and then we could be canceled. When we went to the store they knew nothing about that so I called a few more times finally got somebody that said yes okay you are canceled. Then a little time goes by and I receive a bill for $52 and it was withdrawn from my account. Again with the calls to the company I reported that I had canceled, they have their equipment back and it was never even taken out of the box. Okay fine we will ill give you a refund.... Waited for that, when I finally got the refund it was for $50 not $52 at that point I was like I'm not going to hang on the phone again for $2. A couple more weeks go by I get another bill this time for $2. I'm like what the heck? You owe me $2 and you're sending me a bill for $2... back on the phone with them... This time the man assured me oh I don't know, but there was some kind of glitch in the system I don't know what it is it says right here you canceled you should not receive any more bills this will not go into collections or anything I deducted it you owe us nothing. Well lo and behold I just got an email saying my bill for September for $13.40 is due September 9th where did $13.40 come from? And why am I still getting a bill? Now I have to go back on the phone which I just tried and was told there's a 1 hour wait we can call you back so that's what I'm waiting for. Why won't this nightmare end I will go without a phone, without Wi-Fi without anything before I would ever use T-Mobile. It's the worst! The worst customer service I have ever worked with. Never any company that's been this bad. T-Mobile the nightmare that just won't go away read more

Not recommended to business Not recommended to business , internet working very slow , not like promise , customer service not in USA and very bad , very surprise no body speak good English , waiting time to customer service 30 -40 min , and customer service disaster , full disaster . read more

The people running this company has FOREVER lost my business. They tell you your rates will never go up, Lies they have gone up twice in the year. 1st time they came out and would not accept autopay from my bank. They wanted the ability to get the money out thierself or charge me 10.00 more a month. Then came this year excuse they were doing away with the plan I had because of 5G, another 10.00 a month. I paid in full and moved my service a week before the next billing cycle and get a letter with some B.S. mid cycle changes for $4. Try calling them about this and they said they cannot access my account because my phone was no longer with them. I would have to go to their store to vertify who I was. read more

I do recommend T-Mobile. Just not this store. I happen to go to Best Buy so that is the reason to stop at this location. Two agents . One just finished off. We did get a "welcome" when we walked in . Since the available agent did not call us, I figured he was still dealing with him. Maybe he went and got the rest of the money from his car. We waited , and waited . This would have been a good time for Jose to look up from his phone and say " I'll be right with you. I'm waiting for him to come back." Or, "I'm going to go on break soon " we all have our down days . He finally said "can I help you" No smile, no thank you for waiting. Just one unhappy worker. I gave him my phone . He looked at it. " Yeah, it's cracked, screen is broken" then hands it back to me. No sympathy. Just stone frown face. I had to smile . So I asked the "sales person " ok, so what can we do? I shouldn't be asking. It's his job to tell me. He mumbled a few things. I figured I might just buy a new phone. But not from this guy. Just in case he gets commission, he is not getting a dime from me. We went to San Fernando . They are always nice there. Also on Figueroa next to Baskin Robins read more

They charged me for services I never signed up for. I'm dealing with a hot spot. They instructed me to return it, which I did. I had to pay $20 for a warranty replacement. I received it without a battery, no back and no charger. I called and they told me they didn't have a replacement battery and I could buy one of Amazon for $30. I went rounds with them. They're all about crediting you and forcing you to stay with them to get your money back. My bill should have been $15. My next bill was $166. They were charging me for two hot spots, a phone that I never signed up for nor requested AND internet that I never even tried nor asked for. Instead of giving me a refund they're crediting me $110........ What company works like this??????? read more

Worst customer care you may experience ever. Weakest care team, full of mistakes and error from the time you start shopping until you say goodbye to switch to another carrier. They bill you for a device now promising you to get it tomorrow, but will deliver it 30 days later! You cancel service with them, but they keep charging you for months! You ask for a refund, but they refuse to pay it back and instead send it to a debt collector! T-Mobile is a disaster read more

The worst service I've ever experienced--an absolute nightmare. I contacted T-Mobile customer service because my home internet was constantly having issues. After asking me a long series of questions, the representative told me I needed to replace my internet router. I went to the store to pick up the new router, and I asked the employee if the same problem would happen again. They told me it probably would because I had a mid-tier plan, and that I would need to upgrade to the highest plan to avoid connection issues. So basically, I was expected to pay more for a service they couldn't even provide properly. The customer service was terrible. I switched to Verizon, and then T-Mobile tried to charge me for the entire month even though only one day had passed since the start of my new billing cycle. After speaking with a manager, they said the best they could do was charge me for half the month. On top of providing terrible service, they expected me to pay for a service that barely worked and that I wasn't even using anymore. Verizon has given me excellent service. My internet is never slow, and the connection has been reliable from day one. I will never go back to T-Mobile. If you're reading this, don't sign up with them--they're the worst. read more

On July 22nd of 2026, I contacted T-Mobile to get internet service. The customer service representative let me know that I have a 15-day grace period to test the service, and if it didn't work for me, I could return the device and disconnect my service without being charged. After trying it, my household and I found the service to be poor. I even missed a very important live webinar and rescheduled 2 of my customers' Zoom calls because the video feed was frozen. I returned their device on August 2nd, 2026, before their so-called "grace period" ended. The customer service staff in the store made a call and disconnected my internet. I asked her if there was anything on my end that should be done, because I don't want T-Mobile to charge me and then refund me. She told me that everything is done, and I received two emails that showed they received the device and my account got canceled. Today, August 14th, 2026, they charged me the monthly fee. I contacted them, and they responded that it takes a month for them to process the end fee, so they will refund me in 30 days. This is a scam. If a company advertises a product or service for free, it should be free. If they want to charge you and refund your money, they need to tell you before they provide the service. I dealt with companies before that clearly stated that they get their fee and they return it within a certain amount of time, and to this day they have my trust. But today I lost my trust in T-Mobile, and I will never trust them again. If I could put no stars, I would put none. Because I heard lies from customer service (wrong training), the service was poor (glitchy internet), and very slow processingss for the fee that shouldn't be charged (scam and stealing). read more

15 year customer of T-Mobile with 4 lines. They broke their own Price Lock Guarantee twice! The first was a few years ago at $6 per line now again in 2026 with a massive forced migration of approximately 8 million legacy plan customers to more expensive modern plans. The transition results in monthly price increases of up to $6 per phone line. A sympathetic customer service rep tried but failed to find a way to honor their un-contract promise which states "Qualifying mobile wireless accounts activated before April 28, 2022, received our Un-contract Promise. The Un-contract Promise is our commitment that only you can change what you pay for your monthly talk, text, and data rate plan. We will pay your final month's recurring service charge if we raise prices, and you choose to leave." Three strikes, you're out! I am moving to another company immediately and will never again patronize T-Mobile. read more

I'm not sure what the problem is with T-Mobile because I don't normally have this problem, but I have been waiting on hold for an hour on my break at work and had to get back to work and missed the call back. Now I have to wait in line for another hour they said. read more

I have two lines two tablets for my business account with T-Mobile July 27th T-Mobile had a blackout across the country apparently the blackout started from 2:00 p.m. and then in until almost 12:00 midnight my service was out from 2:00 p.m. to 11:00 it didn't come back on until actually next day when is services got this interrupted I contacted T-Mobile I was on the phone for 4 hours trying to get to a representative to find out what was going on finally get to a representative they tell me oh yeah it's a blackout it's a situation are they working on it but we can only give you $10 credit how $10 credit for 8 hours of no service now do you think that's fair to the consumer especially we paying all this type of money each and every month to T-Mobile I am so sick and tired of T-Mobile and they foolishness and what they think they can do to Consumers consumers are getting sick and tired of these companies doing things to them and they're not being accountable and I'm sure thinking about leaving them to go to AT&T because the employees at T-Mobile don't care about their customers they just think oh we just going to deal with it but let me tell you something people are getting tired of foolishness with these companies these Executives making millions of dollars off of the consumer and think you're going to go give $10 credit for 8 hour day of no service and no phone and no texting read more

Very disappointed. I switched from Verizon to T-Mobile in January. All seemed well until we went camping to Yankton, SD for a whole week. Lewis & Clark Reservoir has 2 million visitors annually and my T-Mobile service was terrible. I had one bar sometimes two and quite often zero bars otherwise known as SOS. Meanwhile my fellow campers were flush with four and five bars using Verizon. As the storm clouds were forming I had to rely on those that had Verizon to get the latest weather reports. John L Omaha, NE read more

Worst company to deal with for customer service. Cancelled a line two years ago and they continued to take money out of my account. It was only $9.00 per month, so ignored it. Then finally went to a T-Mobile reseller and he said he couldn't cancel. I asked him to call the Reseller Customer Service and he did. The Reseller Customer Service rep was able to help me by createing a new PIN and closing an account. Then two weeks later, I get a collection agency calling me saying I owe $58.50 on the account. Keep in mind, they have been taking $9.50 out of my bank account for two years that they should not have been taking. Really upsetting. Then, I call their toll free number and they AI says I can get a call back. Of course, no call back. I call today and get a lady for 30 minutes trying to get the $58.50 taken off the closed account and she hangs up on me. I call back, wait 30 minutes and spend 30 more minutes with another off shore customer service rep. He says they will take off the money, but I have to call back next month after they bill me again? I tell him the account is closed and they should be billing nothing. He finally says the will credit me the $58.50 and any future billing. I don't have much faith this will happen and I will continue to have a problem with them. Unbelievable. Stay as far away from T-Mobile as they will try to bill you for services you don't want or cancel! read more

I just brought a brand new Samsung Galaxy. S26 from T-Mobile, I've only had the phone about 2 months. I started having issues with the phone. I called T-Mobile. They claimed they would send me out a new phone. I get to T-Mobile today. They sent me a refurbished phone and not a brand new phone, and this phone costs $899. And then they wanted me to pay $20, even though I have a warranty on the phone, I'm so sick a T-Mobile right now. I'm going to find another place of business to do business with. As far as my cellphones, this is just not right. read more

Your sales people lie. They must do it for commission. You charge to much for shit service. read more

Carrier for our cell phone was changed from US Cellular to T-Mobile (not by us - it was a merger on their part). The 2FA authentication on several accounts stopped working. Because of this we could't access our accounts. With CitiBank, a display on the screen listed a number to call. Two different, and belligerent guys would not give us the code to access our account. In fact, the first guy hung up on us and talking to the second guy was like talking to a brick wall. He refused to listen to us. The third rep we talked to was American and resolved the issue. The first two guys were rude and wouldn't listen to us. We didn't choose to swit read more

The telephone "customer service" is nightmarish. Offshore phone answerers with poor diction. Difficulty in deviating from the script to answer a question or provide information. Operators can do nothing. Call a different number for that. Perpetual run-around. Avoid as if it were the plague with a side dish of covid. read more

I left T-Mobile because of their high prices, but they did not port one of my lines and continued to charge monthly, even though I called every month to ensure that it was canceled. Because they removed me from accessing my T-Mobile account online everything had to be communicated over the phone. Of course that would be the case, so they could continue charging me without my knowledge. They've now sent it to the debt collector because there's no way I'm paying for a service they did not provide, but that will be fought. T-Mobile is ran by incompetent people that can barely speak English and have no idea what they're doing. They take advantage of their customers and steal every chance they get because they will eventually be non existent and they know it. People are leaving in droves. Poorest rating on the internet! read more

I had T-Mobile phone service a long time ago and loved it. It's customer service was great. Then, my daughter moved someplace that was pretty much only served by one company, and I was sad when I needed to change to that company. T-Mobile has begun providing WiFi in my area, so I'm back with T-Mobile. It's been working great! read more

Constantly raising rates explaining as mistake. Rude manager Nicole did not help and hung up. Original support person understood problem. Bottom line support bad and constant billing errors. Cancelling and going to Verizon. read more

T-Mobiles customer support always proves a third-world experience. They time spent on hold averages 30+ minutes, each stage your required to enter the same information and no one seems competent enough to assist. Whatever hell-hole T-Mobile calls get routed into is disastrous‼ read more

I have been over 18 years with t mobil (7 line ) is horrible experience all i did is trying to get warrantee exchanged they tried to tell me they never recived the device then after i give them the ups tracking number then was found then one week later i got hit with 1600$ they told 5 defferent story is not the same imea number then box was empty i folow all there protocol what ever they ask i did then in end i switch to verzion they gave me all free tel plz be aware of sending u device by ups again dont do it with out accurance some one at there wheelhouse took the tel or i really don't understsnd all the lying from there office changes there story 5 times in t he end ask me to pay only 700$ i refuse i told them im not the one took the device from t mobil i will get extra tel from verizon and the one they send me back and i will file a complaint to fcc on my behalf im not a thief so therefore i will not accept the way are going to help me beside the ups they put scale to make sure weight is excatly the same as android 12.4 b so some one is playing games here .plz be aware of the trap. I appreciate verizon by giving me free device i was able to send back the one tmobil give under wsrsntee sobthst make itv2 trl back to tmobil specially after been a loyal coustomet of 17 years my avrage bellbwas about 350 to 500$ per month is there lost not mine by been very unprofessional by handling these customers after all these years. read more

The T Mobile salesman who decided to defy my no trespass and solitation signs to attempt a hard sale on my elderly father today is a real pile of . It's just a fluke I didn't catch you here today. This is what your salesmen are doing out there in addition to scheduling installs that were not authorized. You are praying upon the elderly. read more

1. Very dissatisfy with the service. 2. Very poor coverage in major City like Houston, 5g is not available most of time. 3. Customer service unhelpful, dismissive, and difficult to navigate, and getting transferred or disconnected multiple times without resolution. 4.Getting charge twice for same month service while unexpected charges showing up all the time. 5. Most of the time incorrect bills, and a lack of transparency regarding pricing. read more

I do not recommend T Mobile to anyone. I signed up with them last year, they sent me a phone that was the cheapest phone you could have. It was not what the said it would be. Then they refused to pay my old phone off like they advertised from Verizon. I immediately sent back the phones, the wifi that I never even turned on and a screen protector that I obviously couldn't use since I didnt keep their phone. Almost immediately they started sending me bills, if called them no less then 6 times over the months. Each time other then the last time they assured me I didnt owe anything. TMobile is a rip off, I'm now paying less for Verizon then tmobile is advertising! Stay away from Tmobile! read more

They lied about the free phone upgrade I pay an outrageous amount of $430 a month.... read more

I tried to return to T-Mobile and had one of the most frustrating customer service experiences I've ever had. On April 19, I called to port in my number with a promotion. I spoke with three different representatives--none of them could help. One of them even sold me a watch without giving me the account credentials to manage it. After 4-5 more calls, I was told to go to a store. At the store, I was embarrassed to find out the promotion I was promised didn't even exist. I decided to return the watch, but after going home and calling customer care again, they told me I had to go back to the store. I was sent in circles the entire time. The lack of coordination, clarity, and accountability is unacceptable. Policies are so complicated that even their own staff can't explain them. I'm currently going through cancer treatment, and this kind of unnecessary stress is the last thing I need. Customers deserve better than this. Think twice before choosing T-Mobile. read more