T-Mobile Customer Service Issues

Last week, my text messaging ability was unknowingly blocked. Although my texts appeared to be sending and receiving normally, no one was actually receiving them. After reaching out to T-Mobile, I discovered that my account was blocked due to suspected spamming or excessive use. This happened after I sent my daughter a series of 12 pictures of my new cats, which triggered the spam filter. Despite my efforts to resolve the issue by talking to multiple customer service representatives, visiting a T-Mobile store, and speaking with a manager, I was told that nothing could be done and the block may take up to 10 days to be lifted. As a senior who uses texting sparingly to share updates and pictures, I found this situation unfair and frustrating. Being confined at home due to Covid-19, I'm unable to communicate with essential service providers or share moments with loved ones. The lack of assistance from T-Mobile has left me feeling disappointed and disregarded.

I need assistance releasing my daughter's phone and number ([redacted]) from your service so I can transfer it to Verizon. Her service is no longer active, and the [redacted]-day commitment with your company has expired. I have contacted your customer service multiple times, and each time a new ticket is opened to unlock the phone, but it has now been a week without any progress. This situation has occurred repeatedly with promises of unlocking after a certain period, yet nothing changes. During my last call, another ticket was created with a week-long wait time. I am frustrated with the lack of action and delays in resolving this matter.

I recently changed my screen lock on my phone and now I can't access T-Mobile's verification messages. I can answer calls but can't get texts for verification. Please call me at [redacted] to assist me with this issue. I don't need information on my past due amount now, but rather immediate help to access my phone. Thank you.

Upon waking up, my phone was in normal condition. After unplugging it fully charged, I went back to sleep. When I woke up later, the phone was abnormally hot and now it won't power on. I made sure not to sleep on it and immediately unplugged it. I attempted to turn it on by pressing the power button, trying a combination of the power button and volume (-) button simultaneously, and even plugging it in, but to no avail. The device emits a strong burnt smell, persisting for almost 24 hours with no improvement in the situation. What steps should I take next?

I currently have a MetroPCS account. Recently, I learned that MetroPCS is now owned by T-Mobile. For the past two months, I have been unable to communicate with my son, who is in the US military and uses an iPhone from MetroPCS. Despite my consistent bill payments and efforts to keep the service active, I am facing connectivity issues. I need reliable phone service to stay in touch with my son and ensure he can contact home. I have been a loyal customer for some time and hope to receive functioning service as I intended when I signed up. If this matter is not resolved by Monday, I will consider switching my phone provider. Please reach out to me at [redacted]. Thank you.

Hi, I'm Sandra Watts and I have two lines on the Magenta Plus plan. Unfortunately, my second line, [redacted], is currently suspended, and I suspect it may have been stolen. I need advice on how to proceed. I have a free device that came with the plan, but I no longer have the phone associated with the second line. Can I use a different phone with the same number if it's reactivated? Also, I have a Samsung J7, J737A, unlocked for the GSM network. Can I use this phone with the SIM card for my second line? Thank you for your help.

I have two active prepaid accounts under the phone numbers [redacted] and [redacted]. Initially, I used my personal iPhone X with the first number but faced issues like dropped calls and slow data. Despite troubleshooting, I believed it was my phone causing problems, so I bought a Motorola G6 and prepaid for 3 months at the Smyrna, TN store on Sam Ridley Pkwy. I was promised excellent service in Smyrna and at my workplace in Gallatin, TN, but I'm experiencing the same issues. The free phone I received as a promotion feels cheaply made. I need a full refund as I rely on my phone for work communication as a nurse, especially during the pandemic. The store claimed they couldn't help, but I am seeking resolution to avoid escalating this to the BBB due to feeling misled and extremely dissatisfied.

Hello, Today, I visited a T-Mobile store to switch my phone from Cricket to T-Mobile. The agent processed the switch, charged my debit card, and I left. Upon stepping outside, I noticed that my phone showed "EMERGENCY SERVICE ONLY," even though the agent assured me everything was set. To my surprise, my phone was locked, which I believe the cell phone professional should have informed me about. Now, I am out $65.00 with no cell service. Cricket cannot port my number back from T-Mobile, and T-Mobile cannot port it back to Cricket. This has left me in a difficult situation, especially since I have no phone service. I am requesting a refund and no longer wish to switch to T-Mobile due to the poor experience I had on my initial attempt to switch.

Since switching to Sprint in [redacted], we've enjoyed great coverage with all 3 phones on the account, always showing full bars. However, recently, service has deteriorated, and all phones struggle to maintain 2 bars. Over the last 2 weeks, I've been unable to make or receive calls effectively. Calls either go to voicemail, ring without sound, or don't even ring on my end. Texts are also unreliable. Despite trying various solutions and visiting a T-Mobile store for help, the issue persists. It's frustrating to experience these problems considering the significant amount of money spent on the service. Even after attempting online chats for assistance, no lasting solutions have been found. Our account, under the name Raymond Eck, includes 2 Galaxy S8 and an S10, with mine being the most affected. It's been a time-consuming and concerning experience.

I have encountered an issue with Q-link services switching over to the T-Mobile network due to Sprint merging with T-Mobile. I bought a factory unlocked phone directly from zteusa.com. The phone was unlocked upon arrival. After using a Q-link sim card, the service was working well until last week. My APNs unexpectedly changed to T-Mobile, preventing me from modifying or adding APN details. I can no longer view my sim card number in "About phone," my service status shows as "Disconnected," my phone does not ring for incoming calls, and my browser and apps only function with wifi. The text service for checking balance states "Your device is not set up for this service." I reached out to Q-link support, who acknowledged the change was due to the Sprint merger but could not resolve the phone issues. I contacted Sprint, and they tried to assist but no longer had access to my IMEI. Sprint advised me to contact T-Mobile for technical support. During my call with T-Mobile, the representatives were unable to understand the problem. They suggested the phone may have been purchased from a T-Mobile store or came locked to their network. Despite my explanation, they redirected me to different departments without a resolution. My phone remains dysfunctional, and the APN info is locked to the T-Mobile network. I am unable to locate the appropriate department to address the IMEI on the network or receive the network reset code for ZTE phones as ZTE codes differ from standard Android codes, resulting in an error when inputting the code provided.

Hello, my son was supposed to update my bank account information on my account due to the previous one being hacked. Unfortunately, he couldn't do it while I was at the hospital with my grandfather, who recently passed away. I need to update my bank account to pay my phone bill, but I'm unable to do so now. Please help me fix this issue as I've never been late on my payments before, and it's very upsetting to have a late balance. I would appreciate it if you could assist me in adding my new bank account number so I can pay my bill. Thank you for your help.

1. I inquired about the legitimacy of an email from T-Mobile with the subject "Say goodbye to scam calls" sent by [redacted] and was informed that it was indeed malicious. I wish T-Mobile had detected this sooner and alerted me properly. 2. I requested to speak with the supervisor of the representative on the phone call, but the agent declined. This kind of response is unprecedented in my experience with reputable companies. Furthermore, the refusal to provide me with the CEO's contact information was unexpected. 3. My complaint is not about being kept on hold for extended periods but about the unprofessional advertising during that time. Most companies notify callers of their queue position and estimated wait time without continuous distractions. I found T-Mobile's approach frustrating and the inability to escalate my concerns disheartening. 4. Unless I receive a satisfactory response, including the CEO's details, I will be compelled to switch to a more professional service provider. Best, FC

I visited the store to inquire about getting internet on my tablet. The employee assured me it would work, so I went ahead and spent $66. Now they are refusing to give me a refund, claiming it is non-refundable. This is unfair because I was never informed about the no-refund policy. I don't have any other services with them, and I really need my money back. The employee was so certain it would work and I only asked for a refund when it didn't. I want my money back promptly as I live three hours away from the store and need to head home.

I visited a T-Mobile store hoping to purchase a SIM card for my tablet's internet. The employee assured me it would work, so I bought the SIM card and internet service for $66. Unfortunately, it didn't work, and I wasn't informed that there were no refunds if it didn't. The store is now refusing to give me a refund, which is frustrating because I really need that $66 back. I have no service with T-Mobile and have been waiting for hours.

I recently switched to T-Mobile and bought a Samsung A10e in full, which I dislike. After a month, I switched to a Moto E as I preferred it. I gave the Samsung to my daughter, who wants to use it on another carrier. T-Mobile refused to unlock it, citing it didn't meet their criteria. Even though I own the phone outright, Tech Support led by supervisor Francis, employee number [redacted], was unhelpful and defensive. He refused to escalate the issue or provide clear answers, saying he didn't know the company he worked for. My attempts to unlock the Samsung have been met with excuses, and setting up an online account has been equally frustrating due to a PIN error. The customer service has been disappointing and unhelpful, leaving me extremely dissatisfied with T-Mobile. Juan P.

As a Verizon customer, I was scheduled to switch my numbers when I got my SIM cards for the work promo plan of 3 lines for $90, tax included. However, I received an email confirming three lines with a different "first responder" promo and phone numbers I did not request. They activated the account without my permission, even though I made it clear I did not want this until I had the SIM cards. I am a Verizon customer and need the SIM cards before making any changes. I am confused as to why the account was activated without phones to use with it, why the wrong plan was selected, and why I was given numbers "just in case" I couldn't use. I need this resolved by a manager, as I will not continue with T-Mobile due to this error. Requesting confirmation of deactivation of the account.

After transferring our service to T-Mobile on October 5, [redacted], my spouse and I ordered the SIM cards on September 24 following a conversation with T-Mobile representative Linda in Ft. Lauderdale, Florida. I contacted T-Mobile's [redacted] number and spoke with Linda to express interest in switching to the Senior Magenta plan for $27.50 a month for both of us. Linda assured me the total monthly bill for two seniors would not exceed $65 or $66, which I agreed to discuss with my wife. Linda called back later and confirmed the same details with my wife before we proceeded with signing up. We were asked to pay $61.60 upfront, and the SIM cards were sent to us. However, upon receiving the cards on September 31, and attempting to activate our service in-store on October 1, we discovered that the service had been activated with different phone numbers without our consent. This caused confusion and frustration, especially when we received a bill totaling over $75, contrary to what we were initially informed by Linda.

We've encountered some unexpected car repair expenses that have impacted our budget. Our social security payments are received twice a month but do not always align with our bill due dates. Typically, we can manage, but at this time, we require assistance. We currently owe $51.13 due on 10/11 and the remaining balance of $[redacted].26 is due on 10/17. Would it be possible for us to make one full payment of $[redacted].39 on 10/17/20? Your understanding and cooperation are highly valued. Thank you for your assistance.

Subject: T-Mobile Phone Plan Troubles Hello, I need guidance on how to proceed with a concerning issue regarding the T-Mobile phone plan I recently signed up for. I am currently residing in two different locations - Bliss, NY, and Hendersonville, NC. After my grandson recommended the 55 & over plan along with the Samsung Galaxy S20 phones, we visited the T-Mobile store in E. Aurora, NY, to make the purchase. The store representative, Josh, informed us of a 14-day return policy if the phones didn't meet our needs, with the assurance of a refund on the $50 restocking fee. While the phones initially worked well during our journey to NC, upon arrival in Hendersonville, we encountered a "NO NETWORK" message. After visiting the Hendersonville store, they discovered that we had not been billed and arranged for a transfer of the phones. Despite these efforts, we continue to face network issues. Our recent visit to the Asheville Corporate Store has left us dismayed, as they now mention a $[redacted] charge for returning the phones. Out of frustration, we are unsure of our next steps and question whether we can trust T-Mobile going forward. Any advice you can offer on resolving this matter would be greatly appreciated. Thank you.

My iPhone stopped working, and T-Mobile demanded a deposit of over $[redacted] for a replacement, which I couldn't afford. Despite owning two fully paid phones, I faced this deposit inconvenience. T-Mobile hasn't refunded the deposit, even though they received the old phone on October 6, [redacted]. I had to call today to learn that the refund process will take more days. This delay and the large deposit have left me dissatisfied. I am frustrated not only by the malfunction of my expensive iPhone but also by T-Mobile's handling of the refund. If the deposit is not promptly refunded, I may switch service providers. Please address my concerns via the business email provided.