T-Mobile Corporate Office & Headquarters

We moved from Verizon to T-Mobile in January 2011. The folks at the retail store were helpful and during January the customer service folks were also. We have two expensive phones and an expensive contract for unlimited service, intend to use the phones outside the US when traveling and have had no complaints until now. I have called customer service 6 times now over the last 2 weeks to get answers to typical questions I have and which are not answered on the website. While customer service was reasonably quick during January, something has happened. On those occasions I was on hold for anywhere from 15 -30 minutes without response on the first 5 attempts. On the last attempt, I stayed on the phone for 36 minutes before someone came on to assist. The party did not seem to understand my simple question and put me back on hold for another 5 minutes. What's up?

I purchased defective phone from a T-Mobile store in PA in June 2010. I called customer service and was told to return phone to them. upon my shipping the phone back to them, 3 independent people verified phone was not damaged when it left here. shipped phone back to t-mobile and now they charge me $240.00 for returning damaged phone. claimed phone had internal damage. rep Elizabeth # 0653407 refused to provide me with a copy of damage report, refused to offer any compromise, refused to file damage claim with UPS, refused to note account that i was disputing charges, refused to provide with contact info for employee who processed phone, was rude, was arrogant, was demeaning, and was not willing to offer me another supervisor as she said it was a legit charge. She said i have to pay it or else leave t-mobile. she refused to note the account that i was disputing the charge and said if i was gonna file a BBB complaint that she could no longer talk to me. She refused to give me the legal address to send a certified letter to. Laura, a supervisor is supposed to contact me and try and resolve issue. no phone call came about. T-mobile provided me with horrible service, dropped calls, missing voicemails, roaming issues, NO picture texts go through even though i PAY FOR PREMIUM TEXT SERVICE, no coverage in my own home, no coverage at my job's home office, and overall horrible customer service. T-mobile claims charges are valid and i dispute said charges and demand strict proof of such statements and a detailed copy of my account notes.

T-Mobile sucks donkey balls f++++ them they stole my money......THEY STOLE MY MONEY FROM MY BANK ACCOUNT I DONT HAVE A CONTRACT SO HOW THE HELL DO I GET CHARGED IF I DIDNT USE THEIR SERVICES I CANCELED THE PHONE IN JANUARY AND THEY CHARGED ME FOR FEBUARY SO WTF I GET A CHARGE FOR IF I CANCELLED IT IN JANUARY......

I MADE A PAYMENT TO ANOTHER TMOBILE CUSTOMER'S ACCOUNT. THE REPRESENTATIVE TOOK OUT MORE THAN WHAT WAS SUPPOSE BE TAKEN($70.00), THEY TOOK $170.00 FROM MY BANK ACCOUNT. I WAS DOING THE CUSTOMER A FAVOR BY DOING THIS. THE REP EVEN ADMITTED THAT IT WAS A MISTAKE HE HAD MADE. I CALLED BACK TO SPEAK WITH SOMEONE TO GET MY REFUND BACK ONTO MY CARD OF $100.11. I JUST GOT A BUNCH OF RUN-AROUNDS. I WAS TOLD THE NEXT THE SAME THING. THEY PRETTY MUCH GUARENTEED ME A REFUND IN 3-4 DAYS. I HAD TO CALL BACK TO MAKE SURE THE REFUND REQUEST HAD BEEN MADE. I REC'V NO CONFIRMATION THAT THIS WAS DONE. HAD I NOT CALLED I WOLD HAVE NEVER KNOWN, THAT THE REQUEST FOR REFUND WAS NOT APPROVED. BUT IT'S MY MONEY. THE EXCUSE WAS THAT IF THEY REFUNDED THE MONEY, THEN IT WOULD CAUSE THE ACOUNT TO GO INTO A NEGATIVE. THIS OF COURSE IS NOT MY PROBLEM. I CALL BACK AGAIN TO MAKE SURE IT WAS DONE, AGAIN, THE RUN-AROUNDS. ANOTHER REQUEST GOES IN, BUT IT'S NOT CERTAIN THAT THERE WILL BE A REFUND. THIS IS NOW DAY 4. I AM SO PISSED RIGHT NOW. THIS IS NOT THEIR MONEY.IF THE ACCOUNT HAS TO GO BACK INTO A NEGATIVE, THEN SO BE IT. THEY ARE A BUNCH OF LIARS. WHEN I ASK FOR A NUMBER TO CONTACT THE REFUND DEPARTMENT, I WAS TOLD THAT THEY CAN'T GIVE IT OUT, IT'S AN INTERNAL EMAIL. THIS IS BULL. EITHER THEY GIVE BACK MY $100.11 OR THEY WILL BE PAYING BACK MORE THAN THAT AFTER THEY ARE SUED.

On a different note>>>>>>>>WTF is Jessica Garner & why am I being plagued with her collection calls? It's being going on for over a year, sometimes a couple a day. I even changed my phone number & after a month they found me again. Today's call said she worked for T-Mobile.....Guess I'll have to go the lawyer route after all. This can't go on. I'm not Jessica Garner, will NEVER be Jessica Garner & do not want her collection calls!!!

I have a problem with my Account. I recently switched to Sprint. I called to ask about my deposit. My husband and I got t-mobile in 2004. We BOTH paid deposits. In 2005 we merged the two account to one. But did not check on deposit since we both still had the phones. Now we are being told that there is no record of a deposit paid by me and that my husbands account is in archives and can not be accessed by a supervisor. My account does not show how much I paid to start my account only the next bill (how convenient) I am also told that unless you specifically ask for your deposit you will not get it back (again how convenient)

my question is if i dont pay for my phone bill and i have a flex account with t-mobile does it effect my credit or is the phone done it will not effect anything?????????

I have been with tmobile since 2006 really never had any serious issuess. But the phone wait time to speak to a representative is ridiculous, way too long 45-60 min wait, then it takes about another 45 min to have what u needed taken care of. with the exception that you get a english speaking person from the USA. Tmobile needs to do something about this. We should only deal with american speaking people especially when we purchase our phones in America. Tmobile should stop out sourcing their business!!!!

T-moble is the worst company ever, they have no idea of what customer service is and I have had it with them. The customer service representatives are morons and when you try to talk to them all they do is keep repeating their stupid script, they are like robots. I can't get anything taken care of and the "customer service" representatives are rude and give you attitude, who are these people, how is this company still around? My problems started with the first phone I ever had three years ago which was the htc g-1. That phone was horrible, it froze up all the time, screen was unresponsive, forced closed applications constantly and could not hear people clearly. So what did T-moble do? They sent me a replacement G-1, what was the result of that, same F-ing problems. So I called T-moble up again and they sent me a cliq, worst phone ever. The phones screen would become unresponsive or if I would try and select one thing it would select something else, the phone would freeze up especially when running browser and I could not do anything but shut the phone off. In addition, as if that was not enough, the phone screen would constantly go black when ever I touched the screen and then the only other option would be to shut it off. In addition options would not work like volume or I could not open applications. I called T-moble and they told me that a lot of the problems that I was experiencing would be resolved with the motorola update, which they said would be out within the month after I got the phone, it did not come out until a year later, which made the phone worse. How do you call this a replacement phone, their customer service sucks, it's like their attitude is like, well we already have them in a contract and they won't cancel cuz they will have to pay the 200 dollar early termination fee, so we can just treat them like shit. Not to mention that the reason they even have the early termination fee is so they can offer good, discounted prices on phones for signing a contact so that they know that they will make the money back, how can they justify someone paying this when the phone they received multiple times does not even work, I will just send the piece of shit phone back and cancel with no charge. So earlier in december I stopped receiving service on my phone and before that no internet which I pay for. They told me that there was an outage in my area and that the problem would be resolved shortly. So I waited, and waited, and waited, and nothing. I called them back and they said that I should wait a few more day. So this went on for another month,until finally I got them to comp me 70 bucks which is bullshit for all the fucking shit I went through, the hassle and inconvenience of not having a phone and having to call them over and over. I have spent at least 3 hours a week on the phone with t-moble for the past 2 months and frankly I will not deal with this bullshit anymore, the customer service representatives are fucking morons and the company is shit. Everytime you call and try to get something does they just keep on reading you the same fucking script, we have to follow certain steps to get this problem resolved which is, turn the phone off, do a master reset blah blah blah, which never fucking works, if it didn't work the other 50 times, why is it going to work now! So they sent me a new phone this month, same fucking shit, sent me a new phone, same fucking shit only this phone doesn't work at all. I am tired of fucking going down to ups store and sending the phones back, and not having a phone in the process. When I try and talk to a customer service supervisor, just like the other person mentioned, they are somehow never around. I called them up again and they won't even transfer me to tech support until they go through the basic steps of master resetting the phone, fucking pissed off I want to go through the phone and hit the fucking person on the other line. I have had it, I am calling the fcc and filing a complaint, and calling the BBB as well, and I am going to get other people who have the same problem to get together and take action on this company, they are a fraud.

im Tmobile customer for 6years! i got blackberry and yesterday i tried to put the new version from 4.6 to 5.0 with bb technical support on the phone and we did the webex on the pc, i was in the phone on the clock from 2:30pm till 11:30 at night straight, aroung 7 at night some guy that i was doing the webex told me to do some stuffs on the app loader but guess what he took all the spftware from my bb, the webex is when u join somebody else pc, anyway the phone stop working of course cant work witout the software and i got error message on the phone saying reload software and no one on bb technical support knows how to put the software back on my phone=( i was crying on the phone! the 6 person told me that was gonna send me another phone, but no i got wait and i had to pay for shipping but im not paying for shipping, is not my fault, the phone was fine before, he did and he didnt know how to fix so he sent me to somebody else. I got 3 lines with tmobile, im nottt stay with tmobile for too long, only bc at the a**hol* i got stay witout at phone for 7days now! besides that the service is great, i never had problem with the service and thats the first time i had problem with tmobile. PS: i was reading the other comments about Tiffany, yeah the girl Tiffany is very RUDE, cant wait to get her next time onthe phone, i asked for the manager and she told me we dont got manager lmao, por litle girl got go back to the farm!

i never had problem all those years till yesterday! My service is great, customer service is fine if u dont get Tiffany on the phone lol. Like i said besides that problem about yesterday from bb techinical support the guy mess up my phone and took all the software from my bb.now i got wait for another bb=(

Spoke to Jason at Corporate office and have spoken to NUMEROUS customer service reps and supposed managers. They have all lied to me in some way shape or form. No one seems to care the their customer service reps promise things and then don't follow thru to make sure the customer is happy. Sylvia promised that she would adjust my bill down to the low 70s until November then it would go back to the $79. She didn't make notes on my account and since SHE didn't make notes no one will honor her lie. This company is one of the worse to deal with in customer service. When people start cancelling their plans and going with other companies like Sprint for $69.99 - they will learn you can't treat customers the way they have and keep them.

I have been trying for 4 months to get a hold of the corporate office, but can not get in touch with anyone, except the people overseas that T Mobile hires to answer their customers in United States. They out source their services over seas, which is their number one mistake. I am tired of the LIES THAT I GET FROM THEIR PHONE CUSTOMER SERVICE, I AM ALSO TIRED OF SPEAKING WITH FOREIGNERS. IF I WANTED TO DEAL WITH THESE PEOPLE I WOULD GO AND LIVE IN THEIR COUNTRY. I WANT MY DAMN ACCOUNT FIXED AND MONEY REFUNDED TO ME. WHY ARE YOU CORPORATE PEOPLE NOT WILLING TO DEAL WITH THE AMERICANS. I TAKE IT THAT YOU TOO DO NOT LIVE IN OUR COUNTRY. YOU DO NOT MIND TAKING OUR MONEY EACH MONTH, BUT YOU DO NOT WANT TO TAKE CARE OF YOUR CUSTOMERS. YOU SUCK AS A CORPORATION AND I DO BELIEVE YOU ARE SPINELESS EVERYONE OF YOU. THANK YOU, Marilyn / Katy, Texas

Well I wrote a complaint message but I see it didn't get posted. T Mobile and their support staff even at their headquarters are liars and do not help or care about their customers. I was supposely sent blackberry replacement phone which I never got and my phone was under warranty but that phone was never used and now tmobile is charging me for a phone that i never used. They will not replace their mistake either. So guess this message won't get posted either. I agree they are just thieves and liars

Well I see that none of my complaints got posted PAR FOR THE COURSE. Well just know that T Mobile sucks at Customer Service and satisfication. They have charged me for two phones that have had to be replaced 4 times. Gravity 3 and also new Blackberry. They were returned and then they claim they never got them. U.P.S. confirmed that they received them, however, T-Mobile still claim they didn't. One way to charge a customer for crappy phones and service.All of their customer service reps are in other countries,because labor is cheaper there. Here in Houston Texas and surrounding small towns, you can't hardly find one person that actually speaks English, 99% of them are hispanic that live here,work here,go to school here, live on welfare but yet they can not communicate with Normal Black or White people. So if you can't speak spanish you are out of luck getting any assistance. One hispanic person claimed he did not get his phone, and they took his word for it, because the store clerk said he would make sure he got the phone and then he upgraded him to the brand new blackberry with the cheapest rate and got 4g. So wasn't that nice of him, I get screwed on 2 phones and I pay my account every month on time and without fail, but yet I try to get credit for what I returned back to them. TMobile Corporate Office and officers are Liars and Thieves. I have been doing all of their survey's through the state and all of their stores are the same, No speak English and they screw their customers..Sure this complaint wont make it online either. What's wrong T Mobile, don't want your customers to know the real truth!!!

Tmobile is absolutely horrible............... The customer care 611 # they claim is helpful, is not.... They lie, & steel..... Check your monthly bills, cause the always increase in tmobile's favor

I think we all need to get together and bring a civil suit against them. I have been trying to get them to fix my bill since oct. of last year. I paid over 300.00 for a click, then 13 days later returned it because it was faulty, got the htc had to pay another 267.00 for that, 3 days later i returned it and got the vibrant and paid another 257.00 for that. so in a grand total i spent over 800.00 on a 370.00 phone. they are now telling me that in order to turn back on my pre paid service it will cost me 175.00 not the 98.00 my bill is supposed to be. Celluar south or better yet att here i come!

I hate t- Mobile! I purchased a prepaid plan for 30 for 1500 talk and text and its now day seven... and i have a remaining 48 minutes remaining so says this rep. The first rep i spoke to told me i had used 300 minutes talking and the rest were in texts after becoming disconnected i called right back and the second rep i spoke to told me i use 666 minutes talking and the rest were in texts. Then they told me i use 700 mins in one day!!!! I am under the impression that they are just reducing my mins as they please and cant justify where they were used. I am very unpleased with this service iv had many reps hang up on me and a supervisor had told me " corporate will believe them not me!" So should i even both to call corporate? I simply figured that since its been a week... that they could switch me over to a higher plan subtrate my uses and have me pay the difference... Nope they want me to pay $50 dollars a week after i just paid them $32.80 making me pay them over $80 for a month of service. This company uses and abuses its customers! F them and here i come Metro PCS!

I just want to add my two cents into this reply. I guess I am not alone. I have been experiencing so many problems with my Sidekick LX 2009. For over a month now I have not got any calls which alert me that there is a caller. I missed so many phone calls, I cannot even explain what they were and most of them go directly to my voice mail. I forgot to say that when I stare at the screen, I can observe a caller for about two seconds. What am I supposed to do, stare at the screen all the time? NOT! I have been on the support line so many times and all T-mobile does is to shift me here and there. OH, yes I forgot to mention that they have already sent me three phones and only have seven days to ship the faulty one back or else they will charge it to me. For the third time I told them I am sorely frustrated and I no longer want the Sidekick. Prior to a month ago, my phone always rang. Now, it never does. You can't tell me that after I received three phones which are supposedly set to factory default, that the ringer does not work each and every time??? Even at home, support helped me do a master reset to factory conditions and still no ring!!! I have never heard of such thing. Every phone I owned in the past always rang. Quite a number of calls were answered in broken English. I asked T-mobile to please send me a different phone which is comparable to the sidekick but has a windows data system. Oh yes, they said, I would have to pay for another phone. Oh hell, I told them that I want a different phone and not have to pay an additional charge. The sidekick I have cost me $400.00. Now for the month I have not received any calls, the monthly charge should be waived as well. I asked to talk to a supervisor named Robert who has no last name. He was supposed to call me two hours ago. Not yet, have I received a telephone call from him. I guess one other person who made a comment also said that there must be many Roberts. I bet many of the service personnel I have talked to don't give their real names anyway. So, I asked Robert where I can reach him directly. Oh no, he said, I cannot be reached and I have to call you. I have never have talked to a supervisor who doesn't have an extension or direct line. So, how can he be a supervisor? What happened T-Mobile of the great service you previously had. I have been with you for four years and never had I experienced such a run-around. In the past they have said to me that I am a valued customer (of course, as long as I pay my bill) When I asked for Sidekick support for technical reasons, they were always there. Now when I want to talk to someone who is in customer support, I surely get pushed here and there. Not only that, I always have to repeat myself time after time until my throat dried up and can't talk any more. I hope I made my frustrations clear and now I think I will have to resort to a direct letter to the President of T-mobile headquarters which I will send as a registered letter and hopefully I will get a reply. Maybe he doesn't realize what is going on and how the consumer is treated. That is what custom supports needs is a shake up. As far as I can see, this is a corporate site; hopefully. I really hope the President of T-Mobile reads this and with all the other complaints, acts on solving this problem. As far as I can tell, there are only complaints here, nothing solved. Actually no replies by anyone who has authority here. Anyway, that is my rant.

yes ive been with tmobile sense 2005 i paid over so much for my bill in the thousand and im still with tmobile,im a merchant seaman i work on ships so im always gone,i talk to someone at tmobile and they told me that there will be a 400 doller charge on my phone because someone order a phone and did not return it,i talk to the two other on my line which is my sister and my mom and they dont know my info i change my password so nothin like this will happen,they pull up another name and also a number which i never new and i dont even know that person i exchange alot of phone annd made sure that get back to tmobile,ive been paying for 3 lines and never new it ,i worl on ships so im always gone ,im in tampa rightnow,so when i talk to tmobile they ask me is im sure my sister did not do it and it was nothin they can do and i been with them sense 2005 and i get treated like this.now im goin to have to pay for a phone i never order tmobile just hurting my pockets