T-Mobile overseas phone help desk services charged me for a Cellspot router that I never asked for, nor did I ever receive (an additional $306 cost to me). The overseas rep also increased my monthly premium by upgrading my plan without telling me it would cost an additional $55/month. Since there was such a delay in the correction, I never got my plan fixed. No problem though, since I'm switching services. I dealt with 4 different overseas help desk representatives over the phone to fix this issue, and they took turns offloading responsibility onto one another for nearly a month and a half. They never followed up with me once. They finally admitted they couldn't resolve the problem, so they instructed me to go to a local store, which was the best thing I ever did. Massive kudos to the Branch Manager Ellis for excellent customer service. He was considerate enough to call and text frequently to inform me of the situation each step of the way over a 2-week time period. He handled my uncommon situation professionally, communicating with T-Mobile corporate office more than 5 times (that's the estimate I could count, based on the number of updates he sent me). Thanks to his efforts, I did eventually get the incorrectly charged $306 back to my account. These past 2 months have been a headache working with T-Mobile. It's crystal clear the company doesn't have their s**t together. Lucky for them, they have employees like Ellis who are willing to go above and beyond to singlehandedly turn things around for their customers. I've learned that if you're a T-Mobile customer, call in at your own risk. Your best bet is to go to the store and work with reliable, competent staff like Ellis. read more

T-mobile is a scam if you signed up for a free phone promo in the last 2 years. There is a good chance that they added it to your plan and started charging you for a phone that was on your plan. T-Mobile is now changing there terms and conditions so you can't file a class action lawsuit with them they are now going to be able to sweep crimes and accusations under the rug without you knowing. By signing you u for a free phone then making you pay for it makes it look like more people on signing onto T-Mobile artificially driving up there market value. T mobile also refuse to print contracts or terms and conditions when you sign up. You have to agree and sign everything on there website. The same website the have access to change whenever they please. That means they can change your plan,terms, and contract all without your knowledge or permission read more

I've been a customer here for a couple of years and brought in my old IPhone 11 to upgrade to to the new 13. Talked to a gentleman on Tuesday the 23rd named Juan or Jose, I can't remember exactly and every time he tried to process the upgrade an error message would come up. He asked if I could come back the next day and try again. I said sure. Went back on Wednesday, he held the iPhone 13 for me and tried to process the upgrade again. The same error message came up. He contacted T-Mobile and submitted a trouble ticket. T-Mobile said they would have it resolved on Friday and would contact me. Jose said he would continue to hold the phone for me. Friday comes and I don't hear anything. So I go in Friday evening after work and the salesman who tried to help me is not there. Another blonde salesman tries to help me and he goes back to get the phone that was being held for me and..... it was sold! Went to another location and they were able to order me one with no problem and everything went through seamlessly. read more