T-Mobile Customer Service Issues

Archive 27

The following are issues that customers reported to GetHuman about T-Mobile customer service, archive #27. It includes a selection of 20 issue(s) reported February 21, 2021 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I recently upgraded two Style 5 phones to Reveal 5G phones. One phone was successfully processed, and the EIP was cleared. However, the second phone is still showing as active, and I am being billed for it. I returned both phones on the same day, which UPS confirmed as received on 1/29/[redacted]. Your warehouse claims one phone arrived on 1/29 and the other on 2/10, contrary to the tracking information. I have verified online that the phone I am still paying for is not marked as received. Despite numerous calls and chats, I have not received a resolution. I want this issue fixed promptly and compensation for the time spent trying to resolve it. If not resolved, I will return the phones and cancel my service, as the customer service experience has been disappointing after being a loyal T-Mobile customer for years.
Reported by GetHuman5770505 on रविवार, २१ फ़रवरी २०२१, सुबह ७:४९ बजे
I am experiencing inconsistent internet speed with my hotspot that is preventing me from live streaming a church service in Boadway, VA [redacted]. Reached out to [redacted] and the local office for assistance, but the local staff seem limited in their ability to help beyond basic inquiries about package pricing. [redacted] suggested upgrading my service from 20 to 30 to potentially resolve the issue for an additional $10.00/month, but this upgrade hasn't been implemented yet. My usual Hotspot usage is below 20 meg, so increasing the limit may not resolve the problem. I'm concerned about the feasibility of live streaming with T-Mobile in Broadway, VA. I eagerly await your response. Best regards, F.E. Peele
Reported by GetHuman-fepele on रविवार, २८ फ़रवरी २०२१, शाम ६:१९ बजे
I purchased a phone online from T-Mobile with the help of a representative. I should have received two sim cards, but I only got one. None of them are activated. I recently got my phone back from my ex, but it didn't have the right sim card to activate it. Is there any way I can get another sim card without an extra fee? Your prompt assistance would be greatly appreciated. Thank you, Delia S., Account Number: [redacted]88. I appreciate your help, considering my limited access to the internet at the moment. Your quick response would be a huge help.
Reported by GetHuman-ghostvip on शुक्रवार, ५ मार्च २०२१, दोपहर १०:५६ बजे
Name: H. Singh Address: [redacted] Country Day Circle, Fort Myers, FL [redacted] I had planned to start using your service in December [redacted], but changed my mind. However, I noticed you still billed me for the service. After contacting T-Mobile by phone, they refunded me for December. Nonetheless, I have been repeatedly charged for the service monthly for three months, even though I never received any service or phone number from your company. Despite contacting your customer service three times and being told each time that my issue would be resolved, I have not seen any changes. I am surprised and disappointed that a large corporation like T-Mobile handles customer problems in this manner. I am writing this to let you know that if the charges on my account are not refunded promptly and further billing is not stopped, I will be forced to report these transactions as fraudulent charges to Bank of America Credit Card and relevant authorities. I hope this situation can be resolved without further escalation. H. Singh
Reported by GetHuman-hitechar on शनिवार, ६ मार्च २०२१, रात ९:५३ बजे
On January 5th, I noticed an extra charge of $[redacted].32 on my phone bill. During our time in Canada, I required more data, so I added extra data to my plan. As our stay extended, I opted for a temporary plan scheduled to conclude by the end of January. Your representative assured me no further action was required on my part. However, the charges exceed what I was initially informed. I seek clarification on the nature of these charges and whether they surpass the terms of our original agreement.
Reported by GetHuman-neiltay on मंगलवार, ९ मार्च २०२१, रात ८:४९ बजे
I am looking to purchase 2 or 3 inactive SIM cards for my Reolink cameras. The names associated with the account are Jane V. and David V. I need the same type of SIM card and data plan as the 3 I currently have. Please provide instructions on how to activate them once I receive them. I have 4 chips from you, and I am requesting 3 more of the same kind. Kindly send them to my address at [redacted] Meadow Ridge Drive, Taylor, TX, [redacted]. Thank you.
Reported by GetHuman-vorwerk on रविवार, १४ मार्च २०२१, सुबह ५:५८ बजे
As a Sprint customer, I was informed post-merger to use the T-Mobile Tuesday app for offers. I attempted to redeem a $5 DD gift card for Sprint customers but never received it. After a lengthy call with Sprint redirecting me to T-Mobile, I was told only T-Mobile customers could assist. After contacting both companies, the $5 DD gift card was not provided but Sprint credited my account instead. Recently, a T-Mobile manager suggested a $[redacted] deal on an Onyx speaker on the T-Mobile Tuesday app, but the offer was not approved for me as a former Sprint customer. The promo did not specify it was exclusive to T-Mobile clients, so I feel entitled to it.
Reported by GetHuman-asilao on गुरूवार, १८ मार्च २०२१, सुबह ९:५९ बजे
I want to report that someone who used to live in our house over 14 years ago is fraudulently using our address. We received mail from T-Mobile addressed to the individual. I understand you cannot disclose information about him to me. I'm notifying you that the address on file is incorrect; he is involved in criminal activities, and I do not want any collectors showing up at my door for his debts. We stopped receiving his mail a couple of years ago by informing USPS, but recently we are receiving new mail from various companies, indicating he may be providing our address to them, including Costco. Please remove our address from your records. The mail was addressed to O. Hancey at [redacted] E Clark St, Grantsville, Utah [redacted]. Once again, this is not his current address. Thank you for your attention. - Lisa Sharp
Reported by GetHuman5860347 on गुरूवार, १८ मार्च २०२१, शाम ५:०१ बजे
T-Mobile's "Exclusive plan for ages 55+" direct mail piece seems to have a misleading pricing issue. The mailer I received advertised unlimited data, talk, and text for 2 lines for $27.50/month each with AutoPay, plus taxes and fees. However, upon checking the T-Mobile website on March 20, [redacted], it states that the cost is $27.50 per line. This discrepancy could lead to confusion among the 55+ demographic targeted by this offer. T-Mobile needs to address this truth-in-advertising concern and clarify the actual pricing structure for transparency and fairness.
Reported by GetHuman-cappleba on शनिवार, २० मार्च २०२१, शाम ६:४७ बजे
I misunderstood a veterans discount offer from T-Mobile for mobile phone service. Initially, I thought it was $25.00 a month for one line, but it turned out to be $50.00 a month. After facing activation issues with the phone I ordered, I sought help at a T-Mobile store without success. Following a frustrating experience, I contacted customer support to return the phone and cancel the service. Despite being sent a return label by the support agent, I was later charged $55.00 on my credit card. Upon contacting T-Mobile at [redacted], they assured me they would rectify the situation. Despite not receiving an email confirmation as promised, I was charged $60.00 for a service I no longer used. After confirming the receipt of the returned phone via email on 3/3/21, T-Mobile processed the refund on 3/7/21. When I called [redacted] on 3/22/21 and 3/23/21, the customer service experience was unsatisfactory despite attempts to resolve the issue.
Reported by GetHuman5880399 on मंगलवार, २३ मार्च २०२१, रात १०:३४ बजे
Address: [redacted] Cottage Terrace, Redlands, CA [redacted] I reside in a community of 70 units lacking fiber optic internet service. I have been eagerly anticipating home internet options from T Mobile or Verizon. T Mobile indicated it might be available around the beginning of this year, prompting me to switch to them. I currently have 2 5G phones and a 5G hotspot that receive good signal strength (70-[redacted]) in the front of my house, but poor signal (5-11) in my backyard. While informed about tower upgrades in our area, I am uncertain if they have occurred. Verizon's tower is within [redacted] yards of our complex and appears close to offering home internet service. Can anyone confidently inform me when T Mobile might provide home internet here? I prefer T Mobile but will consider switching to Verizon if necessary. Kindly escalate this to someone knowledgeable. Thank you. - Phil W.
Reported by GetHuman5965640 on गुरूवार, १५ अप्रैल २०२१, रात १०:५५ बजे
Two months ago, I purchased an LG Velvet [redacted] GB phone and insurance from the T-Mobile store on Lexington Ave. in Mansfield. Recently, the phone has been experiencing service issues, and when I visited the store, they informed me the problem was with the phone itself and directed me to a repair shop in Fairlawn, without mentioning the insurance option. Despite encountering challenges with the insurance claim process and the unavailability of store manager Justin to assist, I am frustrated by the lack of support and communication. I am considering reaching out to T-Mobile headquarters, the BBB, and Sprint due to the issues faced in resolving this matter. The experience has led me to reconsider continuing with T-Mobile as our provider if the situation remains unresolved.
Reported by GetHuman-cehmkh on शुक्रवार, १६ अप्रैल २०२१, रात ८:२२ बजे
My T-Mobile internet service worked perfectly until a few days ago. They provided me with 2 hotspot locations, one for areas further away - like bedrooms - on the 5 network, and one for closer areas on the 2.4 network. Recently, I've lost the 2.4 location that my printer requires. Typically, my HP printer connects to the 2.4 location, but now it's not detecting either the 5 or 2.4 network. Previously, connecting my laptop was simple with both networks visible, but now only the 5 network appears. How can I resolve this issue?
Reported by GetHuman5977084 on सोमवार, १९ अप्रैल २०२१, दोपहर ३:२० बजे
I recently experienced two weeks of no phone service while on vacation, despite having paid for it. Prior to my trip, I encountered regular issues with T-Mobile where my calls wouldn't go through, and I couldn't connect to the internet. I'm really frustrated as I can't make or receive calls, and the customer service hasn’t been helpful in resolving my problems. I just want my phone to work reliably, especially in case of an emergency. Additionally, my home internet service from T-Mobile is inconsistent, and my bills keep fluctuating without any valid reasons. T-Mobile keeps promising to fix the issues or offer credits, but I simply want consistent service for what I pay without worrying about unexpected charges.
Reported by GetHuman5979952 on मंगलवार, २० अप्रैल २०२१, रात २:५२ बजे
I received a partial refund instead of a full one from T-Mobile. I signed up for their Internet-only service on February 5, [redacted], for a 30-day free trial. On February 19, [redacted], I received the Home Gateway Internet unit, but the signal was weak, so I returned it on March 2, [redacted], and T-Mobile received it on March 6, [redacted]. Despite my multiple calls and store visits since March 10, [redacted], asking for a full refund of $50.00 charged to my now obsolete card, I only received a pre-paid debit card with $17.38. T-Mobile still owes me $32.62, and the issue seems to be with setting up a PIN, although I have been verified twice in-store as requested by their representatives. At this point in late April, it's not about the money; I just want the refund and am no longer interested in being a T-Mobile customer.
Reported by GetHuman5981131 on मंगलवार, २० अप्रैल २०२१, दोपहर २:०३ बजे
I want to file a complaint about the T-Mobile store located at [redacted] Eastern Ave, Somerset NJ [redacted]. Whenever I visit the store to get the T-Mobile giveaway gift, they always claim they have run out of it, but then proceed to give it to customers of other ethnicities. They have a table set up outside, and as soon as they see me, they say they are out of items, regardless of the time of day. However, when they see someone else, they give it to them. I have witnessed this happen. I believe they are distributing items based on skin color. I could record a video of this and send it to you. This unfair treatment has occurred every time I visit the store. I have mentioned it on Twitter a few times, and all I have been told is that they have limited supply. I understand that, but it seems unfair that they have it for some customers and not for others. This is discrimination.
Reported by GetHuman5981453 on मंगलवार, २० अप्रैल २०२१, दोपहर ३:१६ बजे
Yesterday, on April 20, [redacted], I visited the T-Mobile store on Dixon Ave. in Shelby, NC, where salesman Gerardo provided misleading information about the plan I was interested in. After signing up and my credit card being charged, I was informed that the phone he had shown me was unavailable. Despite agreeing to use my current phone, which Gerardo had already seen, he later claimed it was incompatible with T-Mobile's service and not eligible for trade-in. When he suggested buying a new phone on installments, I declined and requested to cancel my plan. However, Gerardo said this could only be done through customer service. I now wish to cancel my account created online and receive a refund of $30.68, the amount I was charged.
Reported by GetHuman5984894 on बुधवार, २१ अप्रैल २०२१, दोपहर २:०० बजे
Dear T-Mobile, I am a customer with phone number [redacted]. Recently, I noticed an international call charge of $45.00 on my bill, but I am certain I did not use my cellphone data to make calls. I have a Vonage phone and app as well as using WhatsApp and internet calls. After contacting customer service, they promptly removed the charges, explaining that cell towers may have connected for unknown reasons. I was impressed with the quick and pleasant service I received, as in the past, reaching customer service with other companies would take me at least 30 minutes. I just wanted to express my gratitude for the excellent customer care. Thank you for your help. - Das K.
Reported by GetHuman-kanuruda on गुरूवार, २९ अप्रैल २०२१, रात १०:१५ बजे
I used my brother's account and paid off my phone balance with T-Mobile on 5/2. Although an agent assured me the device would be unlocked, my new carrier confirmed it is still locked. Unfortunately, I am facing obstacles getting it unlocked because I am not authorized on my brother, Adam Hackworth's, account. Despite having a pending debit card charge of $[redacted] for the payoff, I no longer wish to proceed until the phone is unlocked. I kindly request T-Mobile to unlock the phone linked to phone number [redacted] under Adam Hackworth's account or cancel the pending $[redacted] charge. If this matter is not resolved, I will have to dispute the charge with my financial institution.
Reported by GetHuman6028382 on मंगलवार, ४ मई २०२१, रात १२:०० बजे
I used to be a Sprint customer but now have a T-Mobile SIM card. I live in a remote area with three 5G towers nearby. I rely on my cell phone as my main internet connection for work. Even with a good signal of 3 bars, and using a cell booster (WeBoost Home Studio) directed towards the nearest 5G tower, my download speed is usually 4Mbps or less and upload speed is typically 1Mbps or less. I had to set up a cell signal booster/repeater due to my house roof being made of 29 gauge steel. Can anyone explain what might be causing this issue?
Reported by GetHuman6049691 on रविवार, ९ मई २०२१, शाम ७:५२ बजे

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