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Accounts, Plans, Features, and Billing

4952 Discussions
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klspoeFirst activity
asked in Billing
keep getting billed after cancellation

I cancelled my T-mobile for my cellphone a couple of months ago and I keep getting billed and also received a pre paid refund, but now I have another bill and can’t get answers. Guest pay and my account no longer works with my number. I am so sick of this incompetence!!

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K
22 days ago
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machboyFirst activity
posted in Accounts & Services
Really Bad Customer Service

I am writing to formally express my dissatisfaction with the customer service I received during my recent transition from Verizon to T-Mobile. Unfortunately, my experience was profoundly negative and warrants your immediate attention.During the account transfer process, T-Mobile repeatedly made errors with both my name and address. I have spent a total of 26 hours on the phone with various representatives attempting to resolve these issues.To my dismay, one of the representatives, in particular, made an inappropriate and offensive remark,  This level of unprofessionalism is unacceptable and has significantly impacted my perception of your company.Given these circumstances, I am compelled to discontinue any further business with T-Mobile. I request that you address this issue with the seriousness it deserves to prevent similar experiences for other customers in the future.

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1 month 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

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5 days ago
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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

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4 days ago
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jonathanjoneFirst activity
asked in T-Mobile.com and T-Mobile App
Facing Some Issues with Arc Intel and T-Mobile Product. Any Advice?

Hey everyone,I’m currently experiencing some issues with my Arc Intel A750 GPU when using it alongside the T-Mobile 5G Home Internet Router (Nokia 5G21 Gateway, Firmware Version: 1.2103.00.0117). The main problem is that during high-bandwidth activities like streaming or online gaming, I encounter random connection drops and occasional screen flickers. I’m not sure if it’s a compatibility issue between the GPU and the network device or something else entirely.I’ve tried updating the Arc Intel drivers and resetting the router to factory settings, but the issue continues. Has anyone faced similar challenges using Intel Arc GPUs with T-Mobile products? If so, I would really appreciate any advice or tips on resolving this!Thanks in advance for your help!Jonathan Jone

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18 days ago
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jcj001First activity
asked in Accounts & Services
How to pause service

I see community comments regarding pausing service and restrictions on how often that can be done. How is that done? I can’t find any information on the TM website about how to do it and the restrictions. 

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1 month ago
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DRAGON SAKURAFirst activity
posted in Upgrades and Orders
update my s21 ultra and esim

Good morning, I have a S21 Ultra and I don't have any updates. If I buy the T-Mobile chip, will it let me update the phone? And how do I acquire a chip? I'm from Mexico?

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syaoran
Pillar
1 month ago
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PebblesFirst activity
asked in Accounts & Services
Stellar Support?

It appears the only customer support available is offshore. What happened to my local team of experts in my home country?  I get nowhere good with the current phone support. There is a language barrier and we struggle to understand each other. They use constructed scripts to problem solve and are only able to handle the most basic problems. When I describe a complicated issue, they answer yuas though they didn’t hear me and go onto to something completely irrelevant.  And it loops. They will spend hours on the phone looping through the same responses and none help because they are not grasping the true problem. It’s like those recorded responses to prank sales callers to waste their time. I feel like I am being stonewalled.What are we supposed to do?  Quit?

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2 months ago
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Mspage95Novice
asked in Accounts & Services
device removed ?

Hi I am contacting you guys today because I am checking to see if the damage device for $157 was moved removed off of my account

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gramps28
Pillar
2 months ago
4
4soshulmediaNovice
asked in Billing
DO NOT SWITCH FROM WHOEVER YOU ARE WITH, YOU WILL REGRET IT!!!!

I been with these clowns for not even 2 months and all the BS that I read after the fact about their service and company is TRUE 100%. PSA dont switch its a gimmick, bait and switch and you will be SO-RRY. I was promised a promotion by a manager for a $55 monthly bill, and a promo of $45.00 off my device $79.17 and smartphone activate promo. You think that happened?? Hell no, to make matters worse, my militart discount has not been honored. This is completely unacceptable. My plan was changed by a manager against my better judgement and my military status was verified from day one, I have the confirmation email to prove it, when she switched my plan somehow that got “lost” off the account which shouldnt have happened because I reverified with the sup on 8/25 on the phone call. So despite verifying my military status twice, I have yet to see the appropriate benefits applied to my accout and im going to demand an immediate adjustment to my bill to reflect the promotional rates I was quot

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11 days ago
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Moomoo83First activity
asked in T-Mobile.com and T-Mobile App
accidental account restriction

I accidentally restricted myself from using the app how can I fix this so that I can access my account online through the app?

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5 months ago
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Kidxdavid21Novice
posted in Accounts & Services
bad customer service :(

they lied too me and played me I payed 700.09$They told me my iPhone 14 Pro Max would be unlocked and that my lines would be reconnected and once I payed one day later I call t mobile again asking to unlock my device and they told me that my phone is not payed off and I told them there t mobile employee told me that my iPhone 14 Pro Max and the Apple Watches would be unlocked and he told me I don’t know why he would say that  and I told him if the calls are recorded check the calls I would never lie about that and he started yelling at me and clicked a couple days later I called again and they told me that I canceled my 360 protection for my sceeen protector and my iPhone 14 Pro Max and my iPhone 13 when I never called and canceled they told me with there own words that I called and I canceled  and I broke down crying because it was not the truth and I payed the screen protector with the phones to have 360 protection and I never canceled it and they said we are sorry we will give u a s

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2 months ago
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Masterchris69First activity
asked in T-Mobile.com and T-Mobile App
help please

I had a t mobile account..switched my provider and ported my number to tello.Now i see a deal on t-mobile that i want..but im totally cut off from t-mobile..i had a good credit score with them.I called customer support and they asking me for a 6 digit pin..and i cannot remember it..How can i recover it? I went to the store aswell and they cant help me

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6 months ago
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DebiZFirst activity
asked in Accounts & Services
Update banking info

I need to update my new banking info that was recently changed yesterday due to my computer being hacked, we had to get a whole new banking account, etc.  How can I put the new routing and checking account information in, where do I go to?  Debi

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10 months ago
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ehanson1First activity
asked in Accounts & Services
Rate increase

What happened to the price lock guarantee for plans for seniors?  It was one of the reasons I switched.  Your website still says it’s $30/line.

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3 months ago
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Keith 74First activity
asked in Accounts & Services
Automatic payments Resulted in 3 years OVERPAYMENT.

This was just discovered when I had to replace my Visa card due to security concerns. This resulted in auto payments disruption due to a new card number. This then resulted in T-Mobile unable to get our payments sent me a text about “disruption in surface” without correcting the problem. Went into nearest store front and was helped in resetting my auto payments but discovered my over payment problem. Over three years back I was told about a car feature service that I accepted for our (2) cars. But the next day after I returned the devices to the store where I bought them and said “no thank you, we don’t need this”. But the $15 dollars per month charges were never removed, that amounted to $30 per month for 2021, 2022, 2023, and so far 2024. I was told by one of the Sales Persons that when I returned the (2) car devices I should have called in and stopped the charges. But I was never told that this was a requirement. It seems to me that when I returned the TWO DEVICES and because I was

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4 months ago
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DFRANCENovice
posted in Accounts & Services
Customer Service

I will remain a TMobile customer entirely based upon their EXCELLENT customer service. Ina day when so many businesses are lacking in customer service I am amazed at the friendly, courteous, helpful and Patient customer service personnel at TMobile! Whatever they are doing to choose and train their customer service personnel should be a model for others. TMobile… keep it up!

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4 months ago
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animeangelusNovice
asked in Accounts & Services
3rd party account won't verify account owner

Legacy 3rd party employee discount account, began with sprint. I've called several times and gone into stores and nobody can give me admin access to my account. I need to update my information but I have to call or go in and jump through hoops in order to get anything done since it won't verify my account. I've tried pin and social security number verification. I can't access my own account at work for security purposes.

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6 months ago
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MarissaleapFirst activity
posted in Accounts & Services
Incredible Service from Jetta

We recently moved over from Verizon and spent hours on the phone with different agents sending me on a wild goose chase trying to port our numbers and activate our SIMS. We were finally told to go to a physical location to complete the process and thank heavens we did. The employee who helped us yesterday and today was phenomenal. Her name is Jetta B. I found it interesting the manager did not schedule enough employees to work so there were only two there. It was packed and they were slammed all day long. The manager didn't even come in to help. Jetta was apologetic for our wait, but so understanding and knew how to fix every problem we had. She even stayed past her shift to make sure we had everything done. During that time the other staff would come to her with questions and she would politely answer and come back to us. Even when the two new staff came in at shift change she was answering questions for them. She handled the customers and store so well.We weren’t able to get everythi

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9 months ago
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MiownameFirst activity
posted in Accounts & Services
how to get upper.mabagement firesd and start again with people who care? when you have more bad than good ita time to clean house and start again.

T-mobile constantly promises and never delivers. T mobile keeps forcing you to change rate plans when you don't want to and they continue to stop honoring discounts and promotions and credits making you cool and wait on hold for an hour's at a time just to get things that you were promised.  Upper management has set up this apathetic policy and they don't give a d*** about their customers anymore witch is sad since t mobile used to be a great company with great customer service but since we have all these new young executives who know nothing. Bring back people who care and are willing to build a good company.   Stop outsourcing everything, bring the jobs back to the US.  Allow customer service people or their managers to make real corporate decisions again.Stop with these stupid rate plans.The phone uses basic electronics and doesn't require much labor to maintain the system.  Towers and relays are still spotty.  Maybe one day t-mobile will grow up and become a decent company but unti

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6 months ago
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Matt4112First activity
asked in Accounts & Services
How can I leave positive feedback for a rep?

Hey there -  I have made at least a dozen calls to fix an issue I was having with my monthly bills. I was about to quit service, but I had a rep FINALLY able to fix my issue permanently. Is there any way I can leave a positive review for her? She was fantastic and I don’t ever want to talk to another rep. -M

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6 months ago
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tifftbFirst activity
asked in Accounts & Services
Keep and Switch Card help

Can someone please help, I am panicked. I had $316 on my keep and switch card and I transfered $311 from my venmo to the card. Venmo says transfer complete, and the prepaid card says balance $5.48 as if they sent that money to venmo. So $600 is missing in action. I have no idea who to call or what to do? Has anyone else tried to transfer money to this card and this happen? 

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5 months ago
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ThomBFirst activity
asked in Upgrades and Orders
Trade in received email indicates a different device, not mine

Hello, I received an email stating that my trade in of a Samsung Galaxy S10+ “128GB Black” had been received.  The phone I was trading in was a 512GB White Ceramic Samsung Galaxy S10+. Obviously the value will be completely different! It seems like I need to get in touch with someone who is processing whatever phone they think is mine so they can look for the proper phone. Any suggestions? Thanks

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7 months ago
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mxsk8srfFirst activity
asked in Accounts & Services
Benefits for business

I just switched to Tmobile today. We signed up for one of the military discount plans and they put us on a business acount. Well since we left, my wife’s phone won’t allow her to make calls, and we can’t access the regular Tmobile website to utilize any benefits. We tried calling support and they weren’t even sure how to fix it.  I was looking forward to switching to Tmobile, but so far I’m disappointed.

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8 months 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. 

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6 months ago
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