T-Mobile Corporate Office & Headquarters

Imagine how you would feel if you were forced to pay 595.00 twice a years ago and threatened each time if you did not your service would be terminated? I had just had major surgery and was quite ill and needed my phone. Then out of the blue I got notice that i had an 895.00 collections statement from them. That was in 2005. Illegally in 2010 they applied the identical amount to collections and I was unable to get a truck loan although I had just sold mine from USAA, imagine that? I was bloody furious! I Was told it was due to "New Collections"!

I just connected my service with T-Mobile in August and have already called customer support 3x and chat online. I came over from AT&T because the plans are less expensive at t-mobile. The problem I am having is that I don't receive all my text messages and people have to either IM me (yahoo, facebook) or call me to tell me they have been texting me. First representative said that the engineering department would fix the problem and walked me through a series of troubleshooting steps to see if that fixed the problem Second representative also walked me through troubleshooting steps and when I asked why this issue was still happening he said what we were doing would fix it. I asked to speak with a supervisor and was told no one is around and someone would call me back. 2 Days later no call back and another phone call that someone has been texting me that I did not recieve, chatted with customer support but they couldn't help and was told to call 611 Called again and was told that he personally would ensure the problem is fixed within 24 hours. Sorry to tell you this t-mobile but the problem is not fixed. I suffer from anxiety and this problem is not helping me, I have a daughter 800 miles away and I have issues getting her messages. All I want is out of my contract no termination fee and my security deposit back.

My T-Mobile Nightmare: has anyone experienced something similar and if so, was it resolved in your favor? I will not accept a message from the department who supposedly searched for my phone, basically stating, "Sorry, we can't find your phone and will not reverse the charges . . . but thanks for being a loyal T-Mobile customer! We appreciate taking your money! December 2011: I went to the T-Mobile store at the International Mall in Tampa. I was interested in purchasing the Galaxy SII since there were some great deals being advertised. Even though I have been a T-Mobile customer since 2004, I was informed that while my customer loyalty was very much appreciated, I was ineligible for any special pricing consideration (at that time, I believe they were going for $99, possibly free with new activation) and had to pay full price for the phone if I wanted it. I wanted it. I paid 200 and some odd dollars for the phone and was billed in installments for the balance. Sometime in April 2012: My phone started to get extremely hot and would not hold a charge. I called customer service. They said I was still under warranty and they sent me a new phone with explicit instructions to return the damaged phone within 7 days? Two weeks? Or else I would be billed FULL PRICE for failing to return the phone. AS SOON AS I RECEIVED THE NEW ONE, I packed it up in the prepaid shipping and gave it to UPS to be returned. I did write down the UPS tracking number and kept it for about three weeks. Never heard from T-Mobile that they didn’t receive the phone and thought all was ok since a non-return charge was not on my bill the following billing cycle. Unfortunately for me, I got rid of the UPS tracking number as I didn’t think I would need it. June or July 2012: I got a text message from T-mobile stating that if I did not return my defective device within 7 days, I would be billed full price for the phone. The message also stated that if I had already returned the device, to disregard the message. I had already returned the device in April, never heard from T-Mobile within 7 days upon receipt of the new phone that they hadn’t received it, so I did disregard the message. Every week or so I would get the same message and was getting concerned. Again, months went by without a non-return fee on my bill so I just assumed (my mistake) that the texts were sent in error? I called T-Mobile customer service and explained my situation. I was told by a representative that unless I had the UPS tracking number, they could not help me. I explained that I did not keep the tracking number since I incorrectly assumed they did indeed get the package. I then asked, can’t you look up on my account and tell me the number you assigned to me so that I can contact UPS to track the package? The representative told me no. She stated T-Mobile did not have that number and I needed to contact UPS and perhaps they could assist me with locating my package with my name or some other information. I called UPS customer service and was told by their representative that no, I needed to get the tracking number from T-Mobile and then they could help me but that they had no way of assisting me without that number. You can see where this is heading, can’t you? In my frustration, I then went to the T-Mobile store at International Mall where I purchased my phone at full price to speak with Darrell, the same representative who sold me the phone in December 2011. I explained the situation to him and he and another manager in the store were able to look at my account. From what I remember of the conversation, there was no record of T-Mobile receiving my returned phone, and when the manager checked on the back end of the system, he was able to find my shipping or tracking number? When he checked the number that was assigned to me, it was a number that was used in December 2011 and it wasn’t me. He also stated that the number was there all along, the customer service representative didn’t know where to find it. So . . . I was told that it was T-Mobile’s responsibility and that if I were to get any more messages about returning the phone, I was to contact customer service and tell them to take a look at the comments the store manager made on my account. I thought, great! Terrific! The customer service I got in person was EXCELLENT. I left thinking my problem was solved. Shortly after this, I went back to the International Mall store and asked Darrell to show me how to lock my screen on the phone without a password, which my original defective phone let me do. He tried to correct it but wasn’t able to and then told me he would send me a new phone. I got nervous and stated that I hoped I wouldn’t have the same problem as before. I got my new phone and IMMEDIATELY PACKED IT UP, SENT IT THE NEXT DAY AND MADE VERY, VERY SURE I KEPT ALL TRACKING NUMBERS. I checked the tracking numbers on UPS and was pleased and relieved to see that T-Mobile received my package! I had this new phone for less than a week (the screen lock never worked by the way) and what happened? I dropped the phone on my concrete driveway and the screen completely shattered. I immediately called the insurance company, the one I have paid a fee for every month since joining T-Mobile in 2004, expecting to get a new phone. Free of charge. I ignorantly assumed that this was the whole purpose of purchasing equipment insurance. I was wrong. Because of the phone I had, I needed to cough up $150 dollars to get a replacement even though I had never made an insurance claim until then. Since I had no choice, I paid. I was not happy. So far, I’m thinking I’m in for about close to $650.00 so far with this phone that I haven’t had for a year yet. Again, the insurance company told me to return the phone IMMEDIATELY or risk being charged for the phone. Again, IMMEDIATELY PACKED IT UP, SENT IT THE NEXT DAY AND MADE VERY, VERY SURE I KEPT ALL TRACKING NUMBERS. I even took photos of the tracking numbers and have them on my phone. Anyhow, never got any vaguely threatening messages to return the phone or else, so I thought my journey was over. Being a busy working mother and wife, I didn’t have the time nor the inclination to keep worrying about this since I followed through with everything that was my responsibility in this mess. Sunday, August 12, 2012 @ 6:45 a.m. : I am up with my sick child when I thought to check to see when my bill was due. Imagine my shock and anxiety when I saw that the amount due on 8-15-12 was $594.13. I thought I was going to literally, throw up. I phoned customer service and with a lousy connection, spoke to someone whom I could not understand at all. I heard him say that my bill was that amount because I was charged for the phone. Charged for the phone? Yes, Ma’am. You were charged for the phone. I thanked him and ended the call. So, here I am. How much do I think I’m now in for this phone? I purchased it at FULL PRICE for oh, $594.13 or thereabout? Then, I had to pay the “insurance company” $150.00 for a replacement phone. Then, I am now told that my bill is $594.13 for the month of August. So, minus my normal bill of $103.00, I have been charged $491.13 for a phone that I returned. So, I’m thinking that this Galaxy SII has cost me approximately $1,235.26. At this point, I am ready to cancel my account with T-Mobile and be done with this nonsense.

Worst treatment by a company. And I've been a customer of T-Mobile for 13 years! Terrible customer service, nobody cares. Never again. Tell your friends. I'm also writing Deutsche Telekom.

WOWOWOW!!! I am really shocked by all of the complaints posted. We have been on the family plan for almost 10yrs, and honestly, have not had any major problems with Tmoble, that they did not resolve in a very professional manner and timely fashion. Over the years, when we've had issues with our bill or a phone, no problem, it was taken care of. I do hate that we dont get good service when the weather is bad, but other than that, we're good. And I think they have one of the best customer service out there. Idk what to say about the poor service everyone else has had, except WOWOWOW.

Sux. Stupid ignorant thieves, obviously.

T Mobile has been callin my house for months lookin for Monica well call her on her t mobile phone number she does not live here!!!! I live here and I dont know a Monica I have called customer service which is a nitemare because you cant get thru most of the time because theres no button to push for my nitemare. I was told to write a letter and would be takin off the mailing list did not work, reps tell you they are takin your home number out of system was told yesterday they would not bother me no more. Guess who just called T Mobile lookin for Monica...

How come t mob are so nice to you when buying a mobile,but when you need there help in customer service nobody picks phone up!if I rate this network it be minus summit n that's been generous

I am another victim of T-mobile. Want a phone to go out of town. Make a mistake and switch from MetroPCS to T-mobile. They told me my bill would be one amount for the month when it was another. I don't just want to talk about this company. Do anyone know who we can complaint to to stop this non-sense or put them on the news.

TM customer service is beyond "poor." It's reprehensible. Masters of misinformation, false refund promises, and pretending to connect you to a supervisor. Im going to complain up the chain of command to try to get my refund, but im finished with these RIPOFF artists. Stay with TM at your peril.

this company really sucks....what happened to customer service.....

Tmobile is terrible.I got approved for 3 lines and i only used 1 line. for he last 4 months.I had to call them 8 times to finally get my account ajusted for 500 dollars and counting.since then every month i get a little bit more added back on.Just this month they charged me for cancellation of 2 lines .I never ever used the lines or had phones for them.I am going to run to the hills.As of today I am cancelling my contract.customer Service is very sad as well.and they also are liars.This is totally my opoinion.

I purchased an item. Upon the poor explanation of the item. I opened the package and realized within 5 seconds that it was not what I wanted and not explained to me properly. I then tried to return it immediately and I was informed by Pamela that I was unable to return the item. The policy states 30day of purchase with a receipt. I never left item was only opened via the outside package. Item cost is $32.00 with the economy as it is I don't need and I do not want the item. It is in the condition to be returned to the manufacturer or even sold at the store I did not tamper with the item. I want my refund. I called and left a message and no one has not contacted me. I was told the manager Shaniqua would contact me today and this also has not occurred I purchased the item on Saturday 9/15 and today is Monday 9/17 no one has called or replied to my issue.

Too bad there isn’t-5 Stars in the dropdown box. At first, 3 years ago, I thought the morons who claim to be customer service reps were just that, morons. As it turns out I am convinced they are trained to be that dumb. I recently spoke to Lupe in the president's Office. She not only promised me to refund the costs of of the "inadvertently disconnected lines, but also told the consumer advocate for the state of New Mexico the same. Lupe waited a month and charged me for the disconnected lines again. If you want lousy service, transmission speeds T-Mobile is unable to achieve and a customer service department that simply will lie to you about anything, T-Mobile is the company for you! Even the government isn’t this incompetent!

I'm hired by companies to redesign there warehouse and offices to improve customer service and team work. In all my years i have never been treated so rudly in all my life. I was told that none of the cooparte personnel do not talk to customers. The lady the answered the phone was so nasty I would have fired her on the spot if she worked for me. Now that a phone company won't talk to people I will have to cancel the contract and find a company that dose.

I have been on contract with TMOBILE for years. Today I called to check on my anniversary dates to learn I have been charged for a NON ACTIVE line for 2 years. THEN I learn that not one person can talk to me about it, you can imagine how THAT made me feel after being on the phone for 3 hours. I purchased a phone 11.25.11, on that day I purchased a phone, kept it 2 days and returned it for the HTC Radar, line 503.515.6447. SINCE that day I have been charged for 2 lines effective that date, the Line ending in 5977 HAS NOT BEEN ACTIVE FOR 2 YEARS!!!!! I have been charged 39.00 a month for that line since 2011. THAT WAS A LAND LINE WE HAD TO GET BECAUSE MY KIDS WERE IN CORVALLIS AND THERE WAS NO SERVICE AT THEIR COLLEGE APARTMENTS. ONCE A TOWER WAS PUT IN THAT LINE WAS ENDED!!!!!!!!!!! WHY ON ERTH WOULD I PAY FOR 2 YEARS FOR A NON EXISTING LINE???? ID HAVE TO BE CRAZY, OR WEALTHY, both of which I can assure you I am not. LOOK at that number, has not been used in years! I want to get off your service asap, and with NO penalties. I am tired of the ongoing billing errors, and MINIMAL customer service. I want to be reimbursed for 2 years of service to a non used land line number! Very Sadly Yours,

Your company is a bunch of liars and cheats. You rip off the average consumer, and then give them no way to contact your comapny.

I guarantee you that I will be picketing your retail stores to try and stop people from purchasing any of your products. You have the worst customer service that I have ever received, and I can't wait until my contract is up. Your representatives are liars, and you make it a policy to cheat the consumers. Not to mention, that your coverage is just as bad.

Ive paid my bill faithfully going on two years now internet bill and cell phone bill for the last three months TMobile has taken my money and cut my phone off a week later I call customer services and they hung up on me My phone is cut off as we speak and I have a reciept I am now going to take legally action I have a auntie with cancer a husband thats a diabetic and I go to school at night what if thers an emergency I guess Im just shit out of luck

Dear: T- Mobile first all of you NEED to RETRAIN your staff in handle of customer service.. No one know what is right, and now I talk to a Head Rep. saying really nothing to Help this matter.. If this is all your company has to offer than I like a REFUND OF EVERY CENT.. I am a New Customer and have talk to alot of your customer service and head rep. here are there ID @@ 000092, 000013 and a Head Rep. Name Lorretta, kept saying I am so SORRY WHAT HAPPEN TO ME TODAY AT 8:13AM TILL 8:48AM so now I must call back in 3 DAYS TO JUST CHANGE A YEAR DATE OF MY AUTO-PAYMENT OF CREDIT CARD WHICH SHOULD HAVE BEEN DONE TODAY??? why is soooooo HARD TO DO?? EXPLAN PLEASE AND ALSO I BE OUT OF CALIF. TILL DEC. so yes this was A HIGH SAT CASE.. to get it done today.. very UNHAPPY with your service as a New Customer and if you need to now I would like a some CREDIT GIVEN BACK for ALL THE WASTED TIME TODAY WITH ALL YOUR UN-TRAIN> BECAUSE IF THAT WAS A HEAD REP. SHOULD HAVE HANDLE MY PROBLEM ASAP JUST TO CHANGE A DATED OF A YEAR OF EXPRIRES ON THE CREDIT CARD/ For the wasted time I like this company to APPLY me with a $50.00 CREDIT TO MY ACCOUNT...thank you Mr. Chef Tony