Accounts & Services

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  • 19,580 Replies

5274 Discussions

jmixer12
jmixer12First activity
asked in Accounts & Services

Where can I write a positive review for two T-mobile store employees

Where can I write a review?

6
M
18 days ago
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Creams0daFirst activity
asked in Accounts & Services

Keep and switch program

Hoping to get some feedback or help on an ongoing issue that I have with the keep and switch program. Despite being on hours of phone call with customer support, and being told that the claim would be approved as I’ve provided all the necessary documentation, and have been told that that my s23 qualifies for the promotion, my claim keeps getting denied. I’d like to point out that my other device has already been approved and we have received credit for. 

1
M
18 days ago
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R1ZFirst activity
asked in Accounts & Services

Online bill pay issue

Tried to pay online yesterday and today, but site has issue. Cannot add a payment method on the bill pay page. This is what it says “Something went wrong !!”. please fix the problem.

9
T
19 days ago
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MobileTsuxFirst activity
asked in Accounts & Services

Intermittent Texts not receiving

I hope this letter finds you well. I am writing to formally lodge a complaint regarding the inadequate service I have been experiencing with T-Mobile. As a loyal customer of T-Mobile for 16 plus years, I have encountered a persistent issue that has greatly inconvenienced me and affected my ability to communicate effectively with my customers.The crux of my complaint lies in the fact that I am not receiving all of the text messages sent to me by my customers. This deficiency in service has led to numerous instances where important messages have failed to reach me in a timely manner, resulting in missed opportunities, delayed responses, and ultimately, dissatisfaction among my clientele.I have taken various steps to troubleshoot this issue on my end, including:Verifying that my device is in good working condition and has adequate signal strength.(Samsung tech documentation) Checking for any software updates or settings that may affect message delivery. Contacting individual customers to

1
drnewcomb
Pillar
19 days ago
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t-M0racleHelper Level 1
asked in Accounts & Services

Apple TV+ on Us: for Magenta Max subscribers! Fine Print states Apple TV app registration? How can I resolve this issue without having an Apple device to load this app? Please advise!

 20220901Redeeming this offer is more confusing that it needs to be...the fine print states signing up for Apple TV app.  But it would best to DIRECT subscribers to the “Activate your Apple TV+ subscription below.  I couldn’t erase this post but I figured it out myself  so hopefully someone else that is confused will read this and see my STEP by STEP solution: Go to home page and scroll down to the graphic below for Activate your Apple TV+ subscription.  Step 1: click on wireless link if you are a current Magenta MAX subscriber and then follow prompts.  It will convert your current 1 year FREE Apple TV+ account that states you will be charged $4.99 to a credited by T-Mobile account.  Instead I was pulled into the fine print graphic that states registration via Apple TV app. You don’t need to do that.  Just follow the link in the Activate your Apple TV+ subscription graphic that I just mentioned above to process this new feature.  Anyhow good luck to you all.  Hope this helps others.   

11
tidbits
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20 days ago
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MZ4224First activity
asked in Accounts & Services

I would like to leave a positive review of an employee for an in-store transaction, where is the best place to do this?

I recently helped my parents transfer their accounts to T-mobile we had the most helpful employee.  I would like for her to be recognized for her outstanding customer service.  Where can I leave a review?

5
syaoran
Pillar
20 days ago
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Lanea826First activity
posted in Accounts & Services

HORRIBLE customer service.

Firstly not well trained individuals at the store who talk down on the competition… very tacky. Second the call representatives don’t seem to understand English very well, they say don’t worry when clearly there is an issue, they say we are taking care of it…. When they are not. Then you get a text message saying all of your concerns were addressed, when they were not… gaslight much?  they do not handle concerns. I was unable to be transferred to a supervisor and customer service appears to be harassing me with phone calls three days in a row because they clearly don’t communicate that I already talked with someone and I took care of the issue they were stating which by the way was due to untrained staff at their physical location who misguided in the process of keep and switch photo submissions.  Im very frustrated to say the least and wondering if I made a horrible decision switching from my previous carrier. 

0
L
20 days ago
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joseph_marFirst activity
asked in Accounts & Services

Paying with UCard

Hi, i just received my UCard from United HealthCare (health insurance). This UCard may be used to buy foods, OTC and pay utilities bill too. My question is: Can i pay my T-Mobile bill with this card?. Thanks

8
M
21 days ago
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VeracityFirst activity
asked in Accounts & Services

Grandfathered Simple Choice

I’ve been a loyal TMobile customer for years -- have 5 lines.  Just tried adding a sixth line to my grandfathered Simple Choice Plan.  One service representative indicated I could add a line for $10...next representative indicated I couldn’t add lines to that grandfathered plan anymore.Simple Choice Plan is perfect for me and my family, but don’t feel very important to T-Mobile and the few times I try to do something with my plan...just get hours of wasted time on the phone with customer service to be told they can’t do it.Any one else on grandfathered plan and feel like a second class citizen and considering other phone providers?  

20
A
21 days ago
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Joverfelt8485First activity
asked in Accounts & Services

hotspot

Does anyone know if there’s a way I can limitor even cut off use of mobile hotspot on a child’s phone? Thanks 

0
J
21 days ago
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AverageJoeFirst activity
posted in Accounts & Services

Unauthorized phone number set up.

T-mobile created a new phone number using my name even though they were told it was not me.  In the ensuing months they have sent bills, after numerous calls was told that they set up fraud investigations all with no resolution.  Will be cancelling all of my true accounts and making sure all of my social media contacts know of my experience.

0
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21 days ago
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Mkinn21First activity
posted in Accounts & Services

Tmobile rebate card doesnt work through Northlane

Hello. I recently switched to tmobile and went through hoops to get my virtual rebate card, and yet the card still does not work. I talked with customer service and ended up ordering a physical card a couple days ago after the "access funds" link didn't work after thats what they had told me to do. I have yet to receive the card, but now there is a large purchase on it for instacart in California and I live in Minnesota. I reported the incident to Northlane with a screenshot included, but I have to say that this whole process has been an INCREDIBLE hassle to receive the funds I was promised when switching. Y'all need to use a different company because when I googled this issue, I see time and time again that people are unable to use their rebate cards and there is clearly some fraud going on through Northlane, since someone can clearly use the card I'm unable to use. 

25
A
22 days ago
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DecanFirst activity
asked in Accounts & Services

Stop harassing calls

I am getting 7-8 calls a day from a KNOWN number. If I block the number, they leave voicemails of their TV running in the background.  I tried the free scam shield, which does absolutely nothing. When I asked Tmobile for help, they told me I had to pay the extra five a month. Is there anything one can do without having to pay additional fees? Can you go to the police or something? Thanks all!

0
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22 days ago
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ZMBPHDNovice
asked in Accounts & Services

SUPPORT CHAT

How does one get in contact with Tmobile through chat? The representative was supposed to be adding a new phone to my account and now both phones state there is no valid sim card.  now i can’t make any calls, including calling them.  how does one get in contact with Tmoble if they disabled both phones?

1
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22 days ago
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KristyneFirst activity
asked in Accounts & Services

How to file complaint about billing issue

Am really super frustrating with Team expert's manager Marcus. I called back in Sept 2022 to have T-Mobile STOP charging me for Statewide Int'l calls for $15 per month. This is for voice and Im Deaf and dont use voice and I use data only. The team expert Will was helpful in past Sept and credited for the past 2 months for the charge and removed the Statewide Int'l plan. But I was kept on being charged for this till now so I called again today to remove it and credit for all $15 back to Sept. The team expert Jessica only can give me credit of $30 because they only can go back up to 2 months only so I had the call transferred to her supervisor, Marcus the manager. He claimed that he dont see any record of my phone call with Will in past Sept 2022 when Jessica told me she saw all the notes and doesn't know why the removal of the plan has been removed. Marucs was super fishy and lied so I asked Marcus to transfer my call to his supervisor which he said there's no one to transfer except for

6
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23 days ago
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lunalectezFirst activity
asked in Accounts & Services

Debt Collector Spam

Hello!Reaching out here because I’ve got a weird / special case that no T-Mobile agent can help me with..There’s a man named Alexander that has been fond of using my phone number as his contact number, but only on accounts that he has high unpaid balances ($600+ for tmobile, I also get hassled from law firms and other debt collectors asking for the same guy).T-Mobile has been calling me 3-4 times a day for 3+ weeks now asking for this guy. Every time I pick up, the call gets forwarded to a regular T-Mobile agent but they have no idea what I’m talking about. They’ve put notes on my account that I have no relation to this Alexander guy, yet I’m still getting spammed with calls. I don’t want to change my phone number, I’ve had the same one for 15+ years. I know this guy just wants to evade his debt but I’m the one getting the harassment. Is there anything else that I can do so that T-Mobile will stop calling me all day everyday??I appreciate any sort of help & response.Luna

1
gramps28
Pillar
23 days ago
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BHP2323First activity
asked in Accounts & Services

T-Mobile why?

I absolutely love T-Mobile, I have been with them for years and I work in an office of cinderblock and no windows, my colleagues always loss service, miss calls, miss messages. I have never experienced any of this with T-Mobile. T-Mobile also has amazing customer service! I wish that is where this email ended. ASSURANT!! Is the most unhelpful, rude, inexperienced, clueless group of people I have ever had to deal with! For those that do not know ASSURANT is the company T-Mobile and other providers deal with for replacing lost phones. If you have the 360 plan and lose your phone, God help you because nobody else will.    Long story short. My GF lost her phone over the edge of a boat while on vacation, I immediately drove to my preferred T-Mobile store (GREAT PEOPLE AND CUSTOMER SERVICE). The manager of the store took the time to ensure we had the coverage, we did thank God, as it was an iPhone 15 max. He put my GF on the account as an authorized user and gave me the number for ASSURANT. 

1
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23 days ago
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Irritated11Learner
asked in Accounts & Services

Customer Care Issues?

Is anyone else having trouble getting a live person to pick up a customer care call? I was on hold for over an hour and the call was not answered. I have been told I have a "dedicated team of experts" waiting to assist me. After over an hour on hold, I gave up. I need to speak to a live person to fix my phone issue as a specific code has to be given to me to enter into my phone.Anyone else unable to get call picked up? I don't have hours at a time to sit on hold and no option to keep place in line and get a call back (which I typically get when wait times are long).

1
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23 days ago
A
arj215First activity
posted in Accounts & Services

Issues with being lied to by T-Mobile

Has anyone else had staff at a T-Mobile store lie to you?  First off, we switched to T-Mobile in the last few months from a local carrier.  We were with the local carrier over twenty (20) years.  We were shown a coverage map and it showed full service in our area with 5G.  We also were told of a promotion of buy three lines got one free. We ended up getting five (5) lines, which means we should only be paying for four (4), but we have been charged each month for five (5).  The local T-Mobile Store did credit back for two (2) of the months for overages, but it has never been correct. Our parents, who have two (2) of the five (5) lines can’t even use their phone eighty (80) percent of the time in the town they live in.  Again, they were shown a map and it indicated the town they lived in was covered.  Over the past few weeks, we are missing enough calls we can’t keep track and not being able to make calls.  A large percentage of texts are not being sent because of coverage issues.  I’m a

3
L
24 days ago
4
407mobilemanFirst activity
asked in Accounts & Services

Absolutely Terrible Experience with Assurant - Avoid Them at All Costs!

I recently dealt with Assurant, and I cannot express how utterly disappointed and frustrated I am with their abysmal customer service. My ordeal began when I needed a replacement phone, and it took a whopping ten days for Assurant to deliver it, turning what should have been a straightforward process into a never-ending nightmare.First and foremost, their customer service representatives were a nightmare. It was as if they had no regard for the fact that I had been without a functioning phone for a week and a half. I was met with incompetence, indifference, and a complete lack of urgency on their part. Basic customer service etiquette was an alien concept to them.But the horror didn't stop there. After receiving the replacement phone, I was slapped with a jaw-dropping $500+ "no return phone fee" on my T-Mobile bill, which Assurant was supposed to take care of after I returned the damaged device. Despite my return of the phone and multiple follow-ups, Assurant is forcing me to wait thro

8
Z
25 days ago
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OcedtraFirst activity
posted in Accounts & Services

5G not working AGAIN!

For several days now T-Mobile 5G internet is not working on the Oregon Coast!  What is going on?

0
O
25 days ago
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bjr33First activity
asked in Accounts & Services

Phone & Internet

How can I get my phone bill and internet bill combined into one bill?

1
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25 days ago
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samoura1First activity
asked in Accounts & Services

No solution

Hello Everyone, Is it normal for the customer service to not honor the deal when you order new phone?I ordered new iPhone 15 with a deal, and when i received my bill i find out that the deal was no applied to my bill. I called customer service, and they apologize for the mistake and promise to correct the issue. to make long story short, i called many times until i spoke to the supervisor, who was extremely mean to me. She clearly said your deal was a mistake from the customer service and i can't honor that deal. Not sure if anyone had the same experience. Please let me know as i start getting sick of unreliable customer service. Thanks.

2
Formerlyknownas
25 days ago
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botheredFirst activity
asked in Accounts & Services

Texting

I recently changed carriers from ATT to t Mobile.  My phones work fine  My iPad (only wifi) will not receive texts on phone number.  it receives on email address but not number some times.  Tried rebooting, new apple id and other suggestions but nothing works.

2
Formerlyknownas
25 days ago
E
Extremely FrustratedRookie
asked in Accounts & Services

NEED HELP - Ported from Verizon and unable to receive any SMS texts from Verizon phones, all else fine

Six weeks ago I switched 4 phone numbers from Verizon to T-Mobile and purchased 4 new phones.  While the other 3 work fine, mine has a very specific issue that no one has been able to resolve.I can call and text phones on all carriers with no issue.  I can receive calls and MMS texts from all carriers with no issue.  This includes sending photos and group messages.I can receive SMS texts from all carriers, however I cannot receive SMS texts from any Verizon phone.  If a Verizon user texts me even one word, it is not received.  To make it worse, the sender does not know it was not received, and I do not know that they tried to send me something.  It is a business line that I’ve had for over 20 years and I now have pissed off customers and am missing out on potential new business.  I have made dozens of calls to T-Mobile and Verizon tech support, and completed all the triage and troubleshooting steps, including:New SIM cards (physical and E-sim), and switching to different phones.Perform

21
C
26 days ago
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