My 88-year-old mother, who is hard of hearing, visited an Optimum store on 2/12/2026 solely to cancel he landline phone service. During the visit, sales associate Ronald B told her there would be a one-time deactivation charge related to her phone service cancellation. Instead, without her request or informed authorization, he signed her up for Optimum Mobile service and activated two mobile lines. Reference information: Mobile Reference: 88798065 Transaction Number: 2018195 My mother did not request mobile service and did not know that she was being enrolled in new cellular accounts with recurring monthly charges and activation fees. She was subsequently billed: Activation charges totaling $51.92 Monthly charges of $43.48 for February 2026 Monthly charges of $43.48 for March 2026 Monthly charges of $43.48 for April 2026 We repeatedly tried to resolve this directly with Optimum customer service. I personally spent 1 hour and 40 minutes on the phone, speaking with two billing associates before the call was disconnected. Total, I have spoken with six different representatives, including three individuals named Ahmed, without resolution. In addition, my mother went into the Optimum store on Mamaroneck Avenue in White Plains to resolve, three separate times. Finally, on the last visit, they gave her a number to call to resolve. This situation is especially concerning because it involves an elderly, customer who appears to have been misled during what should have been a simple landline cancellation visit. We are requesting: Immediate cancellation of all unauthorized mobile services Full refund of the $51.92 activation charges Full refund of the February, March, and April monthly charges of $43.48 each Written confirmation that the account balance is zero and closed A formal review of the sales practices involved in this transaction. Each person tried to keep us enrolled, even when I mentioned possible fraudulent activity where I am sure the associate received compensation for his actions. We believe this reflects deceptive and improper sales practices involving a vulnerable elderly consumer. When I called back I talked to Jana who informed me that a credit would be coming within 24-48 hours. The number of people I had to repeat my mother's story to is ridiculous. I asked to speak to a supervisor and was never connected to one. read more

I had to go into this store two days in a row because I lost my iPhone. Each day, the customer care that I received was outstanding. On Friday, it was Carlos and on Saturday, it was Davon. Each of them was patient, knowledgeable, friendly, and professional. The store was quite busy each time, and the staff was doing their absolute best to take care of everyone who needed help. read more

Terrible service. I would recommend another carrier I tried to return a new phone. Not helpful at all. Most store representatives standing around idol, while there was waiting customers needing assistance. read more

Was sorry to see the Greenburgh store had closed as I had always gotten good service there. However, went to the White Plains store as my son & I had a few issues. He needed a new case for his phone, but it was an older model which the store didn't carry. However, Isai was very nice to suggest where we could get a replacement case for his phone. I, on the other hand, had an issue with my phone where the on/off button no longer seemed to work & I could only get access into my phone if someone called me. Expecting to be told I might need to get a new phone, Isai told me about how I could increase the sensitivity of the touch screen to get it to open up & he then set it up for me. He was certainly very customer service oriented & made our experience at the White Plains T-Mobile store an excellent one! read more

If I could give this T-Mobile zero stars I would. I came here on Sunday with my boyfriend because his phone wasn't working. We arrived around 3:30 and left at 5:15... it was insanity. When we first arrived the manager (whose name I did not catch but wish I did because he was horrible) said the wait would be 10 minutes. We did not get help until over an hour of sitting there. Then our technician, Anthony, finally came over to help us but could not help - he ended up needing to get his manager to help. Then, every time the manager or Anthony walked away they would bump us down in the queue. For example, we had to make a quick call about the phone and both employees would leave us and then come back 20 minutes later because our 1 minute phone call would give up our spot. Right in the middle of helping us, the manager sent Anthony on his break - to which we had to wait for another free employee to come help us. Bottom line, this is a poorly managed store. There should be no reason why we were there for almost 2 hours when a majority of that time was spent sitting there for help. read more

Good morning , My wife and I stopped by the T mobile store Monday night looking for information on phones. Because of the great customer service we ended up gettin 2 new phones Thanks to Angie Castro and he great service Angie was very helpful in getting us a great deal with T mobile she took her time and had tremendous patience with us. She was very knowledgeable about how the phones worked. I would recommend anyone going to This t mobile store to ask for Angie. The entire team that was working was very helpful We switched service as well and both my wife and I have been very pleased with T Mobile thus far Great job Angie keep up the good work read more

Hey Patricia thanks you for take somenof you time to aswer but I did take this to across the street from you guys to at&t and they did to me. Thank you so much for trying to help me anyway Appreciate that. read more

Good service. Quick. Angie Castro is a boss!!!! Good job. Came back to T-Mobile and she did me justice. Thank you so much.

Having switched from Verizon to T-Mobile over a year ago, my experience was just so-so. The service drops out in some areas where the map shows full coverage. The WiFi will not pick up in my own apartment 1/2 the time, nor at my place of business (this could be a phone issue and not the provider). My current phone shuts down on its own with full battery, crashes for no reason, and the battery will be exhausted when I turn it back on. When I took it into the T-Mobile store in White Plains they said that I would be needing to have a new phone, and since I am still under warranty that I would be receiving a new phone in the mail within a few days. I get a text 2 days later saying that my phone is ready for pick up at the store. Phone was not delivered to my house as I was told it would be, no problem, the store isn't too out of the way. I call the store to make sure that the phone was in fact delivered. "Yes it is here but with out a battery, you will need to purchase one." A key note that would have been important to have let me know when I was in the store several days prior regarding my battery issues! No problem, I will just purchase another battery in store. I get to the store and ask them why I was not informed that I would not be getting a battery with my new phone. "Oh it isn't a new phone, it's going to be a refurbished one." I was put off by this as I was told that I would be getting a new phone, so I asked why they did not explain to me that it would be refurbished rather than a new phone, as I have not had the best of luck with refurbished electronics in the past. The sales person's response: "I don't know." When I asked if I would be able to buy a new battery at the store I was told, "Oh, we don't sell batteries here. You're going to have to get one yourself." O.K. now I am losing my patience. When I asked them why they did not relay this info to me over the phone earlier when I had called regarding my "new phone". The sales person's response: "I don't know." while the person with whom I spoke with on the phone was standing 3 feet away from him, and staring at us both with a look that said "Please don't ask me anything!" I then asked what they were going to do for me in terms of getting a new battery seeing as how I was given false information on two accounts regarding my replacement phone and this battery issue. "Well you can call tomorrow to the store and tell them that you need the warranty battery that will match the replacement phone you are getting." Why can't I do that now? "Oh, because since you are getting the refurbished phone on warranty they need another day to process the new battery through warranty." Why can't they both be done at the same time? "I don't know." At this point I had had enough of the total lack of professionalism and lack of information from this store and it's employees (having dealt with 3 staff members now at this point). I told them I would call in the morning. Come the next day I had called in the early afternoon and spoke with a representative at the store in White Plains. I began to explain that I was calling in reference to placing my order for my warranty, while in mid sentence the rep on the phone says, "Wait, what? What do you want?" in a manner that I was speaking a different language. The blood pressure begins to build already. I repeat myself and he say, "OH! Yea, you're going to have to come into the store and do this, we can't do it over the phone." That was it, I lost it, I told him that they have no idea what they are doing at that store and they were of no help whatsoever and hung up on them. Now... due to this absolutely terrible customer service travesty I am now exploring my options for a different carrier, possibly return to Verizon (the customer service isn't great either but they are more willing to help their clients in my experience). I would caution anyone who were to do any business with this particular store at 46 Mamaroneck Ave in White Plains, to steer quite clear of them. To back that up I would like to also caution you to not do dealings with T-Mobile, if this is their business practice and think it to be fair service to their clients. read more

White Plains T-Mobile, Customer Service is what they KNOW how to do! Abel & Charmain were SO VERY friendly and helpful! I went in there because I needed a family plan for 4 phones. Abel explained the plan and how it works and I explained that I couldn't spend a fortune on phones and Charmain found us the PERFECT phone. They were androids and were budget friendly!. Abel not only made the sales but he moved my phone numbers from my old phone to my new one! I live in Yonkers but it was worth the drive to White Plains to get such AWSOME customer service. If you are looking for a new phone and service go to T-Mobile in White Plains the ENTIRE SATURDAY staff a friendly and helpful. It's worth the drive up there. read more

Very helpful, efficient and knowledgeable. Jon and the other two gentlemen (I don't remember their names) that helped me were the best. I was there for about 2 hours and they were nothing but friendly and pleasant the entire time. They made the switch from Verizon to TMobile fast and simple. Answered all questions and offered me water for the wait to transfer apps. read more

i stopped by this t mobile cause its only a short walk from my crib and i only need a new sim card to be transfered to my new phone and i dont expect any issues. on mamaroneck ave in downtown white plains , its a few service t mobile store selling phones , tables , acessories, etc. i explained that my old sim card does not fit in my new nokia phone and the sales dude was able to put the right size nano sim in my new phone with all the info intact. i checked out the other bad reviews but personally i had no problem with this location and the new sim card only cost me 10 bucks . oh yeah they tried to sell me a protective phone case and screen protector but i already did via amazon and it was much cheaper. without any pushy sales talk they told me about a few monthly plans that they were offering but i declined and maybe i might switch later on but for now i will stick with what i have . this t mobile in white plains is ok overall but if you are buying a phone without a contract or any type of acessories i would recommend amazon first . read more

Really poor customer service. They have no idea what they are doing and how to help customers. Eric (manager wannabe) calls himself a Sales Leader and the least he could be is a leader. Zero (ZERO!) customer service skills. Every time you ask him something, he either reads something out of his computer, which of course he doesn't understand because he ends up calling 'their special number' to get help, or he 'suggests' you to call Customer Service yourself. I wonder how he got that sort of 'promotion' to leader. It has been 4 weeks that I am waiting for my refund because I canceled my account within 7 days of having the service. Went to the store three times and they always suggest to call customer service so they can 'process' the refund. When I call cutover service, they blame the store for not 'processing' the refund properly. Long story short, I'm behind 530 bucks and they still blaming each other! LAME! Thanks God I canceled the service! read more

visited the store several time for different issues, most of them related to the incompetence of the store clerks. The manager was never there when I asked to speak with him, strange. The clerks has no knowledge or kind manners. Every problem you point out is customers fault. Enough said read more