I have been a customer of 5+years and for the very first time purchased an upgraded phone through T-Mobile and decided I did not like the phone so I called up customer service they told me to use the return label inside the box in which phone came in and send back. I did and they put the WRONG return label in the box and now I am stuck paying $1,000 for 2 new phones!!!!!! This is absolutely terrible service and I would not recommend it to anyone. As soon as I pay off this large amount I am gone!!!!!!

I was the first time buyer of T-mobile mobile phone contract. The customer service is rubbish and the terms and conditions are well hidden. T-mobile doesn't charge for the top companies phone calls but if you make a call to the small network companies (e.g. Lyca mobile), it charges a hell of money and you never realise untill you receive the bill. If you make a complain for that than they recommend to read the terms and conditions which explains the charges for the different network companies. I was so shocked as I never had any charges for any calls with my previous network provider (e.g. Three, O2). I'd never recommend T-Mobile to anyone.

I was a customer for Flexible account; my number was xxx-xxx-xx1. Last year, I used this number as a Pay as you go until May 2011. This phone number work just fine because my last added money was in March 29, 2011. On May 5, I went to a T-mobile shop to add more minutes to my account. One of the staffs told me that my account was wrong account type. I explained him three times that one of T-mobile staffs told me that for this account if I do not pay monthly fee the account would turn to be Pay as You Go account. However, this different staff only kept saying my account was wrong and told me to change to a new sim card to correct it. I asked him to transfer the money that left in my old Flexible account. He said it could not be transferred. So I ended up with 1) paid $10.89 for a new sim card, plus 2) losing $26 of the old account for nothing. Later, I realized that I need to stick with the number xxx-xxx-xx1 for my job interview that I applied in the passed months. So I called T-moblie Customer Care. After talked to 10 staffs, I got to talk with a supervisor who said that I had to pay $47 because I had a monthly contract with xxx-xxx-xx1. Then what the hell T-mobile staffs told me to stop paying the monthly and just bought minutes to use. Were any of these staffs know correct information to tell customers? Or they just try to create some fees adding to the bill. So in total I was stolen $84 from my pocket for nothing!! As soon as I used up my prepaid money in the new account, I will quit their service immediately and I would not recommend using their service. Rating that I would give them is MINUS 5. Their customer service is suck, their staffs are stupid because they did not know anything and just keep telling people wrong information. T-mobile goes train them, otherwise your business will disappear.