T-Mobile Corporate Office & Headquarters

While we too have had our issues with the customer service department, we have found a way around it.(not that we should have to!) We only do business at the corporate stores. If we have an issue with a bill, handset, anything; we let the same two guys handle it for us.(Hopefully they never quit or get fired!) There have been a couple of times, where our bill did not represent the amount discussed at the store, and I have to say it felt good to have copies of their hand written numbers alongside of our bill. From that point they call customer service for us and deal with the BS that goes along with that. We have never had an issue with the guys that work in this store; they are super helpful and willing to deal with customer service reps for long periods of time while we browse around the store, once we even left and came back. When we have a defective phone, I let them box it up and mail it, brought a letter for them to sign and everything. There are ways to force good customer relations, and I believe they all stem from face to face contact. The anonymity retained by customer service reps on the phone seems to serve as protection against rational lines of thought, so if you really want to get things done, with any company, I have found it's best to do it in person, and save all of the little papers the salesmen write on while they pitch to you... That personal one on one contact just may make your life easier in the long run, and you're helping to keep a local store operating and providing jobs in your own community instead of India or wherever their CSR's are located! Good luck to all of you dealing with these issues. I hope at least someone finds my advice helpful!

January 12, 2012 To whom it may concern: T-Mobile I am filing a complaint against your T-mobile representative xxxxxxx. I placed a call on January 7, 2012 to see how we could remedy the minute over usage. Although, he was pleasant, I feel he flat out blatantly, misrepresented T-Mobile and took advantage of my trust in your T-Mobile company and the services you provide. We have been T-Mobile customers since 2003, and really up to this point had no reason to believe we were being deceived on this day. I understand the contracts and early $200.00 fee per line. So, we needed to make adjustments that would benefit all our needs. And I thought that was achieved. However, I was gravely disappointed of the outcome thus far. Here is the info. xxxxxxx and I discussed. I am hoping this phone conversation was recorded. It will prove to be very interesting from beginning to end. Thank you for your time. And I hope we can resolve this in a timely matter. **STILL WAITING ON A RESPONSE FROM T-MOBILE! ASSURED IT WOULD BE RESOLVED IN 7-14 WORKING DAYS. Switch plan from 2 YC Pro FT Even More 750 $79.99 mo. 2 lines (224) 622-8913 and (224) 715-1408 In current contracts Add- (224) 388-2132 add $.5.00 mo. Add- (847) 809-7305 add $5.00 mo. Add- Unlimited text for all lines add- $20.00 mo. $109.00 plus tax and fees We needed to eliminate overage charges on usage so we need to accommodate to make changes. New plan offered by xxxxxxx with the understanding of the below information. Classic Unlimited Family Plan $99.98 2 lines (xxx)-xxx-xxxx (xxx)-xxx-xxxx with new 2 year contract- 01/07/2014 on these two line stated above. New bill would be around $137.00-$141.00 without taxes and fees As per xxxxxxx. No new contract for the other- 2 lines (xxx)-xxx-xxxx (xxx)-xxx-xxxx as per xxxxxxx, no new contract on my sons lines because of going on their own when contract is up. I asked him about it repeatedly, and he assured me these 2 phones stated above would not be put in a new contract. Added- (xxx)xxx-xxxx add $5.00 mo. for 500 mins. talk time per month with unlimited night, weekends and T to T. Along with unlimited texting because of family plan. As per xxxxxxx, $5.00 fee would not change. I asked about this repeatedly as well, and he assured me this would not change. Added- (xxx)xxx-xxxx add $5.00 mo. for 500 mins. talk time per month, with unlimited night, weekends and T to T. Along with unlimited texting and family to family because of family plan. As per xxxxxxx, $5.00 fee would not change. I asked about this repeatedly as well, and he assured me this would not change. Dropped- Unlimited text for all lines - $20.00 mo. As per xxxxxxx, because new plan comes with unlimited texting all 4 phones. Once again, asked xxxxxxx repeatedly about this. Sincerely, Angela

I RATE TMOBILE OOOOOOO THEY HAVE PUT ME THRU PURE HELL EVERY TIME MY CONTRACT IS DONE SO IS THE PHONE THE LAST PHONE I PURCHASED WAS THE BLACK BERRY FLIP AFTER A SHORT PERIOD OF TIME THE 500. PIECE OF JUNK WOULD NOT TAKE A CHARGE WHEN I CALLED T MOBILE TO INFORM THEM OF ISSUE I WAS HAVING THEY SENT ME A REFURBISHED PHONE I ATTEMTPED TO TRANSFER THE DATA FROM THE CURRENT PHONE TO THE NEW PHONE TO NO AVAIL INSTEAD SO I KEPT THE CURRENT PHONE AND USED THE PHONE THEY SENT ME AS A CHARGER I REQUESTED THEY SHOW ME HOW TO TRANSFER THE DATA FROM THE CURRENT PHONE TO THE NEW ONLY TO BE TOLD THE IS A PROBLEM IN DOING THAT AS THE RESULT T MOBIL HAS BILLED 500. ADDITIONAL ON MY BILL WHEN I CALL THEM REGARDS TO THIS I AM ON THE LINE FOR 5 HRS ONLY TO BE HOLD THAT NO ONE CAN RESOLVE THIS PROBLEM AS I AM WRITING THIS I AM CURRENTLY WAITING TO BE TRANSFER TO THE 10TH PERSON WITHIN T MOBILE THEY HAVE THE WORSE SYSTEM FOR CUSTOM SERVICE I HAVE EVER SEEN NO ONE SEEMS TO KNOW WHAT THE OTHER PERSON IS DOING NO ONE IS ACTUALLY CUSTOMER SERVICE AS THE RESULT OF THIS THE ARE TRYING TO FORCE TO PAY 500 FOR A NON WORKING PHONE A PHONE THAT DOES NOT TAKE A CHARGE A PHONE THAT HAS NO DATA AM I THE ONLY PERSON THAT SEES AS T MOBILE A THIEVES

This company has no clue to keeping long term customers. They have hiked my bill $30. a month because the family plan I signed up for "expired". Funny that it expired BEFORE my contract was up so they could hike my bill up. Then I set up a payment arrangement, thinking (my first mistake)they were taking the payment, but OH NO, instead, they tell me I had to call the payment in, and that when I recieved the text message I shoulda called. OK new billing month, new bill due, hello, whats to make me think here that the old bill was not being paid. INSTEAD, suspend all 5 lines then charge me $20. a line to reinstate. BULL HONKY!!!! So if you have TMobile or are thinking of getting TMobile, RUN, dont walk RUN as fast as you can AWAY from this company, they will rob you blind!

t-mobile is horrible! my account is suspended for an overdue bill and i can't recieve texts or calls anymore. i locked my facebook account because somebody hacked it and now that i finally was able to change my password it needs to send a text to my phone or i can't go on but since i can't recieve texts or calls i can't use facebook. bad service no wonder my mom is switching company

I have been with t-mobile for 7yrs. Its been good till now. I renewed my plan and received 4 new g3 phones. My wife was the last to changer her phone over.. WHAT A MISTAKE!! We have dropped calls, missed calls, messages days later. Was on phone with Tech support for 3 months now. They cant seem to figure it out.. I refuse to pay for services Im not getting. I told the manager I'll pay them a deposit but dont think a $20 refund is going to be appropriate. We have a contract you supply service I pay bill. They cant gaurentee me my phone will be working but want me to guarntee I will pay them.. I Hope someone from Corporate will help. Seems no one wants to do anything to fix the problem but they sure want my money. Feel free to contact me..

I can't up grade just because of my two other lines and one your mangers that's work the Sanford mall in Florida by the name Andy lied about my bill will be the same as metro and plus my phone down loads by itself stuff that's makes my higher

i when into this str in the brickyard and sign up for t-mobile phone serv when i got home with the phone my phone was nt working it was freezing i was not able to dail or called i called t-mobile and was told to take the battery out and try to reboot the phone i did that several time still no good so i took the phone back because according the the sale represenative said that if i was nt happy with the serv i could return back the phones and break the contract so i when inperson to the brickyard and took my phones back and per the represenative said i put it in the computer that you return the the phones and you do not owe t-mobile nothing because you broke the contract in a week you are good to go so i left i when into my once a year annual credit report to find that t-mobile had put into the credit buer saying i owe they 970.00 dollar i called customer serv and try to talk to someone regarding this problerm and all i got was send to different dept and was told to write to customer relation and legal rep people where so rude to me they gave str number telling me to walk in there in person because that there legal rep which the str when i called then did nt know what i was saying to then i wrote to customer relation still have nt heard from then now all i have is a collector calling me everyday regarding the bal due that they say i owe with out having phone or and contract with t-mobile anying more if anying boby out there read about what am writng please help and tell me who to called or who to write to because i will go as far as i have to to solve this problerm that am not working and hate to something like these in my credit report if i owe it i dont mine but they are rich and people cant continue to leave t-mobile ripe then off if i have to sue then i will please some one help me crying wolf thanks

Tmobile is a joke they have representatives that speak poor english Tmobile is taking advantage of people in this economy I am a single mom and have been a loyal cusotmer for years they dont care they have couged me for the last 4 mos they should have let At & T take them over it would have been a better fit....

the HTC I brought (paying for in installments) NEVER WORKED! got another HTC, same issues! never was told that if taken back a 3rd time, we would be able to get ANOTHER phone! Guess what; it's after 90 days and we are STUCK paying for a 350.00! with a HISTORY of issues! I was told that we can "PAY OFF another phone in installments BUT! still have to pay for a *DEFECTED* So, they want us to pay 750.00 plus to USE THEIR SERVICE!? Guess what! i called Corporate and the RECEPTIONIST Keeps HANGING UP ON Me OR Transfers the call into an AUTOMATED SERVICE!! I DOCUMENTED EVERYTHING O MY ACCOUNT WITH *DETAILS* -I found a direct line to A PERSON AT THE CORP LEVEL; I hope to have this resolved and I'm complaining to the BBB AND MAKING MY LETTER PUBLIC ONCE I FAX IT TO CUSTOMER LOYALTY. LASTLY, I'M MAKING SURE I WILL BE INCLUDING *PLENTY OF SEARCH WORDS!

I have been a customer of Tmobile for 9 years and until now I was fairly happy or content with them. One of their customer service agents screwed up my account in October of 2011 and I have been fighting with tmobile since with no resolution to the issue. Long story short in Oct I called, was offered a plan that fit my budget better than the one I had, I accepted the plan and went on with my business...until Novemeber when I got the bill...600.00 flippen dollars, I called instantly and they basically told me that the plan was never switched that the agent had in his notes that "customer will call back if she decides to switch to the new plan"... wtf... who in their right mind would stay with a plan that was costing them 600.00. I finally got to talk to someone else and thought the issues were finally taken care of. I was told that the plan I now have would cost no more than 150.00 a month (which is my budget), that the charges would be gone and back dated to October when I THOUGHT my planned got switched and that the remaining balance I would owe would be 144.16. I talked to the financial department, they set up two payments of 72.08. those were paid... all should be good..right?? WRONG. January bill 600.00. I called. No one will resolve this. Tmobile lost my business, will lose my families business and anyone who asks me about tmobile I will steer away. I reported to BBB and Consumer affairs. Have not heard back from either. I want this whole matter to be resolved and for them to be accountable for all the charges. I may possibly stay if that is all taken care of.

January 25, 2012 Dear Sir/Ma’am: I am responding to T-Mobile’s rebuttal of my complaint against them filed with the Western Washington State Better Business Bureau. On December 3, 2011, I made numerous calls to T-Mobile in an attempt to rectify the mistake which had been made by one of their employees. Each time my calls were met with apathy and corporate rhetoric by any number of their employees clustered within their customer service bullpens. I subsequently cancelled my service with T-Mobile within hours. As a long term customer in good standing, I disdain the manner in which my concerns were summarily discounted and disregarded. I am struck by T-Mobile’s “amnesia” as it relates to the details of my initial telephone conversation on Dec 3, 2011. Calls are recorded by T-Mobile in an effort to ensure customer service quality and adherence to T-Mobile policies. An honest review of the telephonic archives should be a priority. I reject the offer made by T-Mobile to remit the $100.00 fee, which was the early termination fee on my old contract, expiring May 2012. Previously, upon receipt of my final bill from T-Mobile, I offered to pay the $100.00 as a goodwill compromise. T-Mobile rejected this offer and further insulted me by offering to drop the $200.00 early termination fee if I would re-establish my mobile phone service with them. I can only surmise that my numerous calls to T-Mobile and their mandatory response to my complaints has more than exceeded the $100.00 or even the $200.00 in fees which they have sought from me. I am still awaiting a response from the FCC and the FTC regarding this matter. Any attempt by T-Mobile to refer this to collections will be met with a response from my attorney. The ability to remit the fees in this matter has never been an issue. T-Mobile had the opportunity to correct their mistake within moments, instead they chose to be right. In this instance, T-Mobile has successfully stepped over a dollar to pick up a dime and ruined their reputation as well.

Id like to say thanks t-mobile for putting up with my #$&t....im still ur biggest fan and been for seven years ever since I purchased the sidekick II, I have huge collection of all past fones and at present have the HTC RADAR. I will continue to use t-mobile. Five stars from me all the way!!!! Again I appreciate everything.

My husband and I called TMobile to find out what day we could leave for another carrier. Our contract was up December 19, 2011. That is the day we moved to AT&T. We were both told our final bill would be pro-rated to include charges from 12/9 (end of billing cycle) thru 12/19 (end of contract). When I received our final bill, it was for a full month of service. TMobile said we had to pay the full amount since we didn't wait until the billing cycle end date. No where on the contract did it say that and TMobile was not about to adjust our bill. So, we stopped our credit card payment. Sure is funny how they came looking for their money and were willing and able to pro-rate our final bill! However, they tacked on an additional $30 without telling me since we cancelled our original credit card payment. Had to call back and dispute that charge too! I would have cancelled it if they would have been up front to begin with! TMobile sucks! Will never go back to that carrier ever again!

My Contract was over with T-Mobile so I called them to see what can do to keep me as there cutomer, so they offer to upgrde my phone and I agree to that, week later I got my double play LG phone work fine for 2 days and then 3rd day it stop working. so I called and they said I can return the phone with the return label that came with my phone, so I slap the lable and droped in UPS box. Called the customer service after 72 hours and they said they have not receive the phone yet and since then I been calling and I getting the same response and then so I got fade up and called to cancel my phone service, but instead they send me another double play LG phone and this time they charge me for it, so I refuse the service when UPS came to droop the new phone. so I am back to using my "Zack Morris phone" and tied up with T-Mobile for another 2 long years!

After reviewing the comments that have been submitted to corporate, I ,as a consumer am concerned that there has been no action taken!!! We have been a t-mobile customer for 18years, and have also been caught in this ring of fraud.I contacted T-mobile to cancel our service on Nov. 25, 2011, from past history of poor service relations, lack of coverage , and inoperable hand sets on numerous occasions!!At that time, the "LOYALTY" dept. was contacted and turned over to my wife to discuss why we were choosing to remove our service. After 2and half hours on the phone, t-mobile offered us we felt a good deal to continue our service with them. But, now 2 months down the road , we are fighting a $572.00 bill, that has a $318.85 "ONE TIME CHARGE" that we were told was going to be an even exchange for a phone we purchased ! Tmobile is by far the MOST UNPROFESSIONAL cell phone carrier I have ever seen!!! I can't even dial 611 from my BRAND NEW 4G phone. What do they consider to be customer service" NO SERVICE AT ALL".Tmobile would be better to distribute beepers than phones.I agree a class action lawsuit sounds like the only solution to get all these problems solved!! BTW, the recorded conversations they claim they use, is another ploy to make customers feel intimidated.We requested copies of all our sales calls from Tmobile, and their answer was they don't have them! I wonder what the response will be when it is court ordered??? Tmobile, it is a real disappointment that you have NO respect for your LOYAL LONG TIME CUSTOMERS in this economy.And to ALL the rude disrespectful representatives,Karma will haunt you the rest of your employed days with such a shady corporation!!!!

I have been utterly disgusted with the short time I've been with T-Mobile. They say first impressions are the most important, and I must say that I am not looking forward to the rest of my contract with these people. First of all, I will say that NO ONE in this company seems to be on the same page with the rest of the company. I keep getting pushed around to different people who have different answers and insist that the last person I talked to was wrong. Who am I supposed to believe?! So, my wife and I both got the Sidekick 4G--AWFUL. You would think being taken over by Samsung and running on Android would be a good thing, but unfortunately it's not. This phone freezes several times a day, closes apps (phone, email, web) when you're trying to use them/dial a number/type a message, and I have to pull the battery several times a day to get it to reboot if it doesn't reboot itself. I called T-Mobile several times to try to figure out how to switch phones, and let me tell you...just trying to figure out who was right and what I needed to do took several days of my "buyers remorse" period. I ended up still not knowing what to do, and now I am well past that period and no one seems to care about customer service. I am resorting to complaints on Facebook and Twitter. If nothing is resolved, still, I will be contacting the BBB and FCC. I hope you're reading this T-Mobile

I was a customer for tmobile back in April of 2006 until January of 2007 when I had to deploy to Afghanistan. Called their customer service and was told to fax in a copy of my orders and my last bill and disconnect fee will be taken care. I did what I was told. Well thankfully I came home alive but later I found that I've been getting invoices in the mail stating i owe over 700 dollars for my service. I called to speak to someone but it was too late and now it has affected my credit as it went to collections. Unfortunately i do not have the fax receipt due to moving so much and the names of the people i spoke with i do not remember. Now i will be writing a letter to you guys with proof i was deployed in a combat zone along with a copy of the servicemen and sailors act!

You all need to place a lawsuit against T mobile. Lauren: your being charged for something that you and T mobile both don't know where the fees are coming from. Lets not forget, you're charged for internet that you don't have. Never leave out Customer Service, and their horribleness. For the person that was being directed to cancellation, they only said that because 1. You have to pay your bill entirely. 2. Cancellation is not cheap, about $300-500 ADD IT UP depending on your bill you'll see how much the cancellation add up as a phn bill. Ex: Your bill is $ 50 ea mon. $ 500 cancellation fee thats 10 months of phn service [$ 50 a month x 10 months = $ 500] plus your current bill that they supposedly don't know about entirely. Now your screwed. For those who want to sue, go to the law library 1st, READ READ READ up on what your trying to do before you do it. You can take t mobile to court yourself and still win. Even you get a lawyer continue to read and become active in your case just in case your lawyer doesn't know what their talking about, you can send then home pushing but can keep going with the case. DON'T LET NO ONE INTIMIDATE YOU ALL, IT'S ALL PART OF THE GAME

t-mob thats what you can call it...walk all over the little people they cant tell you where they are caue they will loose a job..well t-mob all of you will be out of a job cause you give shuch bad service..