This review is for Rolando the technical support person not Tmobile (because they suck and it takes 4 months for them to unlock my phone). Anyways, Rolando is amazing. I talked to five people who just repeated stupid scripts to me before he actually listened to my problem and helped to get my phone unlocked. Fantastic job Rolando, you go Rolando! If it weren't for you I'd be crying and frustrated right now.

Told I did not phone up about an issue when I did. Charged me over double and think that's ok.  the deal looks good but you always pay extra in the end. would Never go wih this company again

T-mobile withdrew over $700 from my account without authorization. I switched from Verizon to t-mobile and due to the horrible service of dropped call and delay in calling it switched back. Prior to switching I stopped my recurring payments. Without notice or authorization they took $727 from my bank account. I requested a refund which was denied because I originally had ach, they told my I did not stop the recurring payments (I know for absolutely sure I did) so they were not going to provide a refund. I am beyond furious with this company. They have a class action lawsuit going on in Florida because of what they pull. They have great prices but are truly unbelievably unprofessional and will trick you without a doubt.

Hugely stressed out due to t mobiles poor customer service.No one in the shop seemed to know what they were doing, they had no sympathy with regards to trying to upgrade my plan as i had recently lost my phone. The call centre people gave me the wrong information. I have been with t mobile for years and i am disgusted with how they have treated me. i wouldnt treat a dog or animal the way they have me, i came out of the shop fuming and in a great state after spending almost 2 hours in there. If you cant speak english p off mate

Customer service is below par with representatives who do not speak English as a first language. The billing set up is very weird and confusing. The actual cell coverage is worse than below par. I had several missed or dropped calls and the no service area is very large.

I have been two months trying to end my contact w/them and I'm not certain even now that I've been successful! I had a family plan of five lines but when I terminated it they closed only two..and kept on billing me. I have been shuttled from phone to phone and dealer to dealer ad neuseum. All advised that the next "contact" would resolve the problem; never happened! Also on-going enquiries got nastier and nastier responses....or worse yet they'd just promise anything. Or.....it was "we'll call you right back" which never happened! I ended up paying them almost $400.00 just to be rid of them and I'm still not sure they're gone. Absolutely the worst company I have ever dealt with!!! They are very well trained professional thugs!

Phoned T-Mobile and had to hold for half an hour before I even spoke to anyone then the advisor put me on hold after holding again for a further 20 minutes I was disconnected. This is the same situation I have every time I phone. Its about time a mobile phone company offered excellent customer service!!

About a month ago my son was given a EE tmobile phone. So I purchased a sim and after a few failed attempts managed to top it up. Everything was fine until I attempted to top it up again today. I called using the same debit card as last month & topped up £10. After 30mins of no credit showing on phone I checked bank account and yes the £10 had been taken so I called EE tmobile. (can only speak to a person if you select option to join EE tmobile, everything else is automated) This is where the fun begins. The first 'customer service' advisor cut me off. The second promised to call me back. 2 hrs later still no call back I decided to call them again. This call was very interesting. I was told that an error had occurred & the payment had not been accepted & that they were in the process of refundin my £10. This could take upto 72hrs BUT in the meantime do not use my debit card as this could interfere with the refund. WHAT!!! I have £3.40 in my purse so what do I do now? I ended the call as politely as I could (not easy) & called my bank. They told me that it was utter nonsense & to use my card as & when I needed. The whole experience with EE tmobile has been terrible & I will definitely make a complaint. But first will get phone unlocked & go back to the very reliable 02.

I have had Tmobile for a very long time now, from being on my mothers line to my older sisters to now my own. With all the years with this company i never had one problem with them. Yes the service may not always be that great but its ok still cause the customer service pay off for it . i Recently have been going through a really ruff time in my life financially and emotionally and hit rock bottom, so i recieved my text message with my monthly bill and noticed it was extremly high. I placed a call to customer service and spoke to i have to say has been one of thee best employee's there she was VERY nice,understanding,caring and had a very sweet tone. Great customer service skills and went over and beyond and really made my day better. More people should be like her than just go to work with a attitude and be rude 24/7 to customers. This employee DESERVES a raise and i really hope her boss can acknowledge her for being a great employee and honor my wish to give her a raise or a bonus. O i asked for her ID number(54678) so that she may be located and aware of her great impact she made on me and for offering great customer service. So again thank you and god bless you Carlos. C.

Third attempt at trying to contact customer services current waiting time 70 mins , I cannot believe that a company that is happily to advertise for customers and their brand treats customers with no morals

I am absolutely shocked and appalled by the service I have recently received by T-Mobile! I was charged £100 for a matter that was not my fault! A member of staff from T-Mobile had given me false information about my allowances which made my bill go up to £100 within only 2 days! I was extremely upset and let down by the service I had received. I had requested for the recorded call but they said they were unable to provide me with this. I also spoke to managers and wrote a letter to the head office, yet I did not receive any help or support! They had suspended my account and I was not able to use my phone. After being a loyal T-Mobile customer for over 5 years now I feel like it was a mistake being with T-Mobile. I cannot wait to leave this network and I will not recommend T-mobile to anyone!

going to the t mobile store in Hampton VA on Mercury Blvd. is worst than the DMV. Store is hot as all get out. A phone was brought in the store for turn in insurance. and the person behind the counter coveienently told the person that the there wasn't any jump or insurance which i pay dearly for. So she was given a new phone and it was sold to her as a new phone. Horrible customer service. almost illegal . why is it that other place around our planet ain't as bad as the Hampton VA Store. Somebody please help 

So I recently switched from Verizon (who regardless of what people say have excellent customer service) to T-Mobile and let me just say that since I've been with them I've had nothing but horrible customer service. It took me 5 tries to switch to T-Mobile. I talked to three different people who told me I needed an activation code for my SIM card (which I didn't) and then told me because I didn't have one I'd have to purchase a new one, even though the one I got with my phone was a brand new sim card. This made me mad because here I am trying to switch to you and I'm being treated horribly. You can't port your old number regardless of what they say because they'll tell you you need more than you actually do so they bully you into getting a new number. Which fine I got a new number and activated my service no big deal. Then I see all over the website and multiple articles as well that T-mobile is now offering free music streaming that won't count against your data. Oh wait but this is actually false because there's only ONE plan that offers this but they don't bother to tell you this anywhere and when you call them out on it rather than being understanding and sympathetic they want to sit there and have a full on argument with you and come up with multiple excuses as to why you're wrong and they're right. Not to mention they told me that because I had a no credit plan that I don't get free streaming music. But on the website under the no credit plan it clearly states that you do qualify for Music Freedom (which is what they're calling this so called free streaming). Perfect customer service in my opinion. There's even an article on cnn.com from the CEO that music streaming is now free and nowhere does it specify that only certain plans are free. One their website under EVERY plan and EVERY data package there's a little bullet that clearly states that music streaming is free for certain apps including Pandora and Spotify. I am so extremely disappointed with T-Mobile. I've also attached supporting articles.

My situation is very simple. I've had a T-Mobile/EE phone for the last 2 years. My contract has just come to an end and because their coverage where I live isn't good I want to switch provider and get my PAC code. Should be pretty straightforward but so far I've been on hold for 75 minutes!!! What a joke. I've also discovered that even though I'm now outside my contract I have to give them 30 days notice to terminate it. I WILL NEVER HAVE A T-MOBILE/EE phone again.

I am using t mobile from last 4.5 years. It a contract for 8.50 months. After last upgrade it stand 10.56 per month. But t mobile taken more than mentioned amount .even last November 2013 they charged me 80 pounds. Then another month 36 pounds. And 20/20 pounds is almost every month. When I contact in customer service they can't show any reason why they has changed me more than monthly plan charge. They only said you have used non allounce minutes but when I ask to prove that. They can't. But I am100% sure I never used more than my monthly plan. Then saying its from a other third party charge. We can't do anything. ............etc etc Anyway for this problems I stopped the direct debit. And start to pay online transfer. Then 3/4 month I see they are Charing exact amount as 10:56 . then again I see they start to charge 14/16 pounds without any notice . But I see I have still left more than 100 min. I think t mobile main business is stoling money. They don't have any proper customers service. No any responsibility about customers. T mobile shops stuff are also very crezy . if you go to shop for new contract or buying phone then they r nice with you. they will disscus and explain all facility of t mobile . and they will say if any problem come to us or go to any t mobile shop we will see that. When you will go with any problem they will say we can't do any thing call to 150. We don't dealing it. We just sell phone. Be careful about t mobile. Don't buy or use t mobile.

As a family we've had T-Mobile for 3 months and since the inception we've had problems. These problems include: 1) The phones not working as they should. 2) Returning a phone to T-Mobile, getting an email that the phone has been received then still being billed for the phone and its service. 3) Spoke to about 20 different reps in various departments alone with supervisors but were told T-Mobile has no records of the phone being received, as they continued to bill us. Although we had email proving this phone was received by T-Mobile, they even suggested we must have sent back an empty box and still have the phone. Finally we got an email address to forward the email we got from their warehouse that the phone was received. A collective time of about 10 hours over a period of 2 months, problem is fixed and for our troubles we got a credit of $50 4) Although the T-Mobile representatives and their supervisors sounded sympathetic to our plight and even sounding sincere as they would promise to investigate and calling us back, staying with you until the problem is resolved, they never followed through. You won’t have to explain this to anyone else they would say, and then transfer to another department where we’ll have to start our story all over again. My wife has not had any service on her phone for the past 5 days. She needs this phone for school (getting her Double Master’s degree), for her Job as a nurse and to communicate with my son’s school, in case of an emergency. We had to purchase service from Boost Mobile on one of our old phones, cost $50.00 for my wife To date, after about 5 hours, collective time, talking to 4 technical support reps that troubleshoot the phone, the problem still exist Conclusion T-Mobile has: Very attractive TV ads Nice phones Poor costumer service Extremely high degree of inefficiency Untrained or not very skilled technical support service reps High degree of incompetence even at supervisory and management levels. And an unwillingness to compensate customers for the injury suffered due to T-Mobile’s incompetence. DON’T WALK! RUN TO ANY OTHER CARRIER! DO NOT GET T-MOBILE!!! YOU’LL BE VERY SORRY!!! Thank you