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4937 Discussions
D
DavilaeduardoNovice
posted in Upgrades and Orders
Disheartening Experience for Older Loyal Customers

I called oct 8th and I spoke to Lei. I explained my situation to her which is the following. I have been a customer for about 7 years, on march of 2018 I bought an iphone X full price with them and paid insurance for about 3 years. I have never missed a payment and my plan is one of the older ones. my phone's battery started swelling so it is now a fire hazard, thus I want to upgrade my phone. She told me about the prices that they currently have for iphone 14, 15, and 16. The iphone 14 is 729.99 full price but newer clients with a newer plan get the iphone 14 for 300. Now I explained than me being an older client have contributed more money to the company compared to a newer client of say 2 years. She said she understood my situation and after talking for a while she "requested" to her supervisor a discount to see what was the best deal that I could get on an iphone (13-16). She included 3 options in the request, or so I was told by her... The callback would include the best prices th

1
gramps28
Pillar
46 minutes ago
S
sytyguyFirst activity
asked in Accounts & Services
Payoff of former carrier's bill

After I ported over from my previous carrier, isn’t T-Mobile supposed to payoff the amount due from that carrier? When and how does that happen?

4
J
3 hours ago
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LANDLHORNEFirst activity
asked in Accounts & Services
REFUSAL TO HONOR REBATE PROMO

My husband and I have been customers of T Mobile for over 4 years.  On 10-2-24 we went into the T Mobile retail location at 2600 FM 1764, #150, LaMarque, TX 77568.  The store rep entered the same IMEI number for both Iphone 13 Pro Max phones that we traded in even though we turned in two different phones.  This error voided the 2nd promotion (promo code P813) which would have given us $1000 credit for each trade in.  Because of the store rep's error, I did not receive my credit and my promo was voided. On 10-4-24 we went back to the retail location and spent over 2 hours with the store manager while he attempted to resolve the issue with technical support and several other departments.  No resolution was reached that day.  We called on 10-5-24, 10-7-24, 10-8-24 and 10-9-24.  Finally on 10-9-24 Sthe manager  told us that there would be a resolution that day and he would call us back when it was resolved.  There was no call back that day and when we called on 10-9-24 we were told that th

3
syaoran
Pillar
5 hours ago
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HD325First activity
asked in Accounts & Services
T-Mobile is blocking my messages sent to T-Mobile users and myself

Hi, We are getting this same issue below:I am also a T-Mobile user. My SMS messages from Twilio are getting blocked by T-Mobile.I can’t send messages to my T-Mobile numbers and our customers that are on T-Mobile/Sprint network.How can I get help to get this resolved?Thanks!

9
syaoran
Pillar
6 hours ago
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Ph0n3s4lifeFirst activity
asked in Accounts & Services
Hold Music

Why is the hold music so loud and irritating??  Can you please turn the volume down at the least??

8
Hazeljames_00
14 hours ago
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JanaeFirst activity
asked in Accounts & Services
project 10 million

It won't let me use my current email address that I have with T-Mobile. Is anyone else running into the problem of not wanting to make a new email account? Or am I the only one with this problem. A phone rep told me I could use it and the people in store had no idea what project 10 million even was. I don't get it

10
J
17 hours ago
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auteriksonFirst activity
posted in Upgrades and Orders
WORST PHONE COMPANY IVE EVER DEALT W I WISH I HAD NEVER SWITCHED FROM CRICKET WIRELESS

I got ripped off and promised things to make up for it but no one I talk to seems to be able to help or follow through w anything. I am not very tech savvy so I relied on the lady helping me start up w t mobile and she told my the phone she reccomended was just as good as my I phone. OH MY GOSH ITS NOT EVEN CLOSE. its freezes, and glitches, doesn’t pick up what I say when I use the talk to text, (I AM DYSLEXIC SO TALK TO TEXT AND THE PHONE READING THINGS TO ME IS VERY IMPORTANT) IT does not recognize my face or fingerprint. I tried to explain that I am dyslexic and all they could say was “I am sorry that is frustrating but to bad.” When I tried to take the phone back and explained that I was sold a phone on false pretenses they said too bad. I called in and someone aid they would make up for it by waiving the dep for an i phone no matter what the next person I was sent to said that person was wrong and that I was too new to get a smaller deposit so I am stuck w a crap phone that I have

0
A
21 hours ago
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whtnylakeNovice
asked in Accounts & Services
Active Duty Military Deployment

Does T-Mobile still waive the international roaming charges while service members are deployed over seas?  Last time I deployed over seas, I submitted my active duty military orders and was able to submit my orders and still use my T-Mobile phone during deployment.  I will be leaving for Kuwait soon and would like to do this as soon as possible if it is still an option. Thank you, have a great day!

2
T
22 hours ago
J
jwclack52Rookie
asked in Accounts & Services
Half-truths about airline wifi on T-Mobile website

According to T-Mobile’s website:  “We partner with Intelsat, Viasat, Thales and Panasonic to give free in-flight Wi-Fi on Alaska Airlines, United Airlines, American Airlines, and select Delta Air Lines flights.”The thing is that these are at most half-truths.  We have flown on 7 flights recently, 4 domestic and 3 int’l.  Most recently, we flew 5 flights, all on American.  All flights had wifi - NONE had the T-Mobile listed.  Why?  Because they all use Panasonic Avionics for wifi.  So I asked American why they didn’t offer the T-Mobile promotion.  This was their response: “Thank you for contacting Panasonic Avionics in regards to your in-flight Wi-Fi experience on board your recent American Airlines flight.  T-Mobile has partnered with Gogo to provide free Wi-Fi and texting in-flight. Unfortunately, this is not an available offering on board Panasonic's equipped aircraft at this time.”Somebody is lying. 

10
syaoran
Pillar
1 day ago
R
RaynaB718Novice
posted in Billing
Customer Service

Can someone make sense of this? They gave me a credit on my account for a restoration fee of $60 to then the next month charge me the $60 plus tax! So essentially I got a $60 loan! Mind you, this was not my fault. Some way there was someone in Africa who made changes to MY account! Now they're telling me the credit was already applied and there's nothing they can do. This is ridiculous!

0
R
1 day ago
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BigDaddySherwoodFirst activity
asked in Accounts & Services
Familywhere

My familywhere won’t track on e of our phones, it shows up on our family members list, but whenever we try to locate it on the phone we get “*****’s phone isn’t responding, the phone might be off or out of network coverage” even with the phone 10 feet away, the message we get from the browser simply states “failed to update *****’s location”

8
syaoran
Pillar
1 day ago
M
Maelinda60Novice
posted in T-Mobile.com and T-Mobile App
Mailing Label

How can I get a mailing label,am getting the runaround from T Mobile

0
M
1 day ago
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IamSamIamNovice
asked in Billing
127 or 128 mean in my incoming text log

Does anyone know where text messages are coming from when it is displayed in the incoming text log as 127 or 128?  I seem to be getting many of these codes but I don’t recall receiving the texts….  But I see it in my text message log. 

10
C
1 day ago
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ljshimkusNovice
posted in Upgrades and Orders
misinformation from store agent

I purchased a new phone and got a new watch in June(my old watch was no longer charging)….we were in the Panama City Beach store.  We worked with an older female...we are going into the store later today so I will get her name.  She said to get a new watch I could use a promotion...$200 off with the activation of a new line….we questioned using the old line we had for my old watch.  She assured us that in 3 months we could call to cancel the old line...no problem...well we just tried to cancel the old line and we were told that was not an option (Rose..phone agent today)...she said she was sorry and said the store rep should not have told us that and that she hated to give us the “bad news”...she then proceed to try to “offer” us another product to use that line--another phone, watch or tablet...we only wanted to cancel...our other options were if we canceled the old line we would be charged $8.30/mo because the promotion would not be valid anymore, the charge for the line we DO NOT US

0
L
2 days ago
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magenta2260017First activity
asked in Accounts & Services
I did not get a return label to send iphone back.

How can I return a phone without a return label. I have called 3 times with promises to receive one and I only have a week left to return it. How can I get a return label. It was not included with the new upgraded phone. @tmobile-admin​

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2 days ago
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punkrockkidlelaNovice
asked in Accounts & Services
suspended

it never tried taking my payment out and i forgot when i needed to pay the second part of my payment plans because this month has been crazy. why am i being charged an extra $20 for a suspended line? yall could’ve emailed earlier in the day to give an extra heads up. then if i call to talk to someone they are going to charge an extra $10 or so to be able to assist me 

2
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2 days ago
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SamGal67First activity
asked in T-Mobile.com and T-Mobile App
Enable 3rd Party Billing

I can’t find where I can enable 3rd party billing in my account. Can you point me in the right direction? 

1
P
2 days ago
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GeminiDragonNovice
posted in Billing
This is BS

This is BS that TMobile took away charging the account for third party apps. I constantly play Hogwarts on my cell phone and now I can't purchase items in the game and have it billed to tmobile to pay for it on my next bill. I'm on disability and by the time I pay all my bills and get things for my daughter like doctors appt and food and clothes my money is gone. So charging it to my bill with a cap of 50 or 100 dollars I think it was to be added to my bill let me play the game and pay it on my bill the next time my bill came out... and they just removed that feature with no explanation or warning... I had to do a deep dive on the website to find out and it wasn't even on the website I had to find out on a forum page... this is ridiculous and should be reinstated immediately! 

4
P
2 days ago
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tanytanFirst activity
asked in Accounts & Services
assurant insurance is a scam!

I can’t even begin to tell the story because it is infuriating, but it isn’t any different than the horrible experiences reported by so many others here and across the internet on what a lying, horrible, rip off scam assaurant is. They cost me so much in lost time and money and it’s disgusting that T-Mobile would partner with such a gross business… and a terrible reflection on T-Mobile. I’ve been with T-Mobile EASILY OVER 10 years, during which time I’ve payed out hundreds, if not thousands of $ for insurance coverage and have *never* filed a claim. And the one time I do it was such a horrible process I ended up having to buy a new phone from T-Mobile anyway just so I can do my job! it is a disgusting scam. Shame on T-Mobile for lying to customers about assurant and basically coercing them to use it as if there are no other options. Buyer beware. Take pictures of everything and save as much as you can. Even the reps who helped me get a new phone at the T-Mobile store told me the insura

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2 days ago
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NidomNovice
asked in Upgrades and Orders
Sold a promotion that I’m now told I was inelegible for!!

I was a previous customer of Sprint for 18+ years before they merge with T-mobile. I was grandfathered into the plan I was on with Sprint (Unlimited Freedom) which included 1 free line. I was very happy with the plan and didn’t want to change it.Last week I called to upgrade my husband’s line on my account and was told that if I switched my plan to 5Go-G I would save a lot of money and I could get my husband the Galaxy S24 Ultra with $800 bill credits, if we traded in his “eligible” Galaxy S21 AND I could get the Galaxy S24 with $1000 bill credits, if I traded in the Galaxy A11 which I have on a different line. All of this, I was told I was eligible for all for switching to the 5Go-G Next Military Plan. Then I was told I could also get the iPhone 16 Plus completely free (after bill credits of $1000) if I traded in my iPhone 12 Mini. I was told I would NOT get any trade in value for the iPhone 12 Mini or the A11, but would still need to trade in the phones in order to qualify for the pr

0
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2 days ago
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CristieFry22First activity
asked in Accounts & Services
Trying to upgrade, won't accept payment

I am trying to upgrade two phones on my plan. I went into the store and they told me if I did it online, I’d save money. I tried doing it on the app, didn’t work. I tried on my laptop several times and when I get to the payment part, it says We Couldn’t Process Your Payment.I tried two different cards, one debit and one credit. Both have ample funds available. I cleared cookies and cache...no different.I called and they wanted to charge me the activation fee. The rep said he would waive it, since it appeared to be the site. He went through the entire process only to get the SAME results. He told me to call my bank to see if I had enough money 🙄.So I’m back to square one. Any advice?

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2 days ago
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harry_pFirst activity
asked in Accounts & Services
Select Employment Verification" doent show under profile.

Hi T-mobile,One of representative helped me in  for T-mobile work perks, when i go to website and try for verificationI dont see any option which says "Select Employment Verification." on step 3 in mobile app and Portal, It  other options. Please help T-mobile, I am having hard time over the phone from last week. I have came to avail the offer from prepaid to postpaid. Its very troublesome entire process.  Dear Hardik,   Congratulations on activating your Go5G Plus plan with T-Mobile Work Perks! You must verify your employment status within 30 days of activating your plan. You can review how to verify here: https://now.t-mobile.com/howtoverify

11
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3 days ago
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noblenovaFirst activity
asked in Accounts & Services
Being charged for phone after returning back to Assurant...

Hi there,I'm having a really stressful time right now getting the run around from T-Mobile and Assurant regarding a phone claim I have. The Merchant Return Labal states: PERMIT NO. 395 LANCASTER, PA Assurant YORK PA, 17402 625 WILLOW SPRINGS LANE STE A; RMA # 405-32835102-3.I've been charged 300$ on my phone bill, despite returning this phone almost a month ago. When I call up Assurant they state the warehouse still hasn't recieved it. I feel like I'm being taken advantage of for a mistake on Assurant's end, and T Mobile says they can't refund the money on my bill. I'm literally at a loss for words, I sent it and feel like it's 100% their responsibility for not receiving it, what should I do?

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3 days ago
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jdanielNovice
asked in Billing
refund request

I paid my account in full and closed my account.   I am receiving multiple statement of -16.53 as an over payment adjustment.  Customer service is refusing to take my refund request that the local store says T-mobile owes me. This is stealing.       

0
J
3 days ago
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ramozkingFirst activity
asked in Billing
storm

dDoes tmobile help extension of payment during hurricane catastrophic disaster?

1
syaoran
Pillar
3 days ago
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