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Anyone else experienced a PAID line being added to their account without your authorization, and then had issues with T-Mobile when trying to remove the added line and get a refund?
Upgraded and bought a new iPhone in a T-Mobile store on 04/22/2022 - I am unfortanely just now noticing after reviewing my yearly reports for tax season approaching, that there was a data line added to my services/bill on the same day, for an apple watch?! The charge was insignificant in cost enough for me to never notice too much of a difference, and the sales representative in the store explained to me the new bill amount and an increase being due to the monthly amount I would be charged for the iPhone payment plan option to pay month for a phone instead of paying in full. I am now trying to have the line removed but the customer service dept. has only tried to tell me I am wrong and that I activated this on my own MONTHS prior to 4/22/22, which is so far from true. I have only ever used my apple watch on wifi/connected to my phone via bluetooth. After reviewing my usuage overview for 2022, each month shows the additional line and every month has 0.00GB of data used. I found this information through my t-mobile account but yet the customer service reps I’ve spoken to (which has been several now) all seem incompentent and unable to find similar information to show that this change was unauthorized. In addition, the representatives only focus seems to be on conversion or a new sale, rather than doing actual customer service. What happens to customer service??? Anyone had similar experiences? What did you have to do to get T-Mobile to cooperate and help? Do I need to file claim with the Better Business Bureau you think? Anyone filed with the BBB before, and if so, did you have any good results from it? I just want a line removed and something credited to my account for the near year I have paid for a service I never signed up for or authorized, and it seems impossible.
Phone service and Wifi it's not working for a whole month
Since the beginning of May, I've been experiencing issues with my phone service and my home internet. I have reached out to customer service for both issues and their employees have been nice and helpful but my issue hasn't been solved; I have done everything with my phone they did a cleaning on the Esim card, they have made me reset my network settings, they have checked the area for any issues and every time they have told me that there's none. When it comes to the internet I have even changed for a new box before I used to have a black box, now I have the white one that supposedly was the issue, but also that hasn't worked either. For the wifi, I have reset to Fabric multiple times and they have done some stuff on their own to help with it but the box keeps saying there's no signal. I do not blame the staff because they have been patient and nice but the company. I do not want to sound like a Karen but I have been a customer for 4 years and it is disappointing that for a month I have not gotten any solution but still they keep charging me for something that is not working properly. Unfortunately, I might have to switch to another company something I didn't want to do because I like T mobile but this has gotten too long and I'm tired of calling and not getting either an answer about why this is going on or how to fix it.
T-Mobile Travel
I tried to book an airline ticket through T-Mobile Travel. I entered all my information and waited and waited. Finally, I got a message onscreen saying the transaction had failed to go through. So I refilled out the information again. This time the system approved the transaction. Then I got two emails confirming the purchase of TWO airline tickets. I called T-Mobile immediately to reverse one of the charges. T-Mobile operators do not know anything about T-Mobile Travel. The only way to contact them is through their chatbot! The called 4 timers today leaving messages asking me to return their call. When you dial the number they called from a voice prompt asks for the extension number, which they don't give out. So a phone company won't let you call the back. I wasted over 6 hours trying to resolve this problem today. I used the chat function on T-Mobile's Travel website. I kept asking the agent to talk to a supervisor. They would not tell me their name, what country they were working from, or how to file a formal complaint. I am ready to switch carriers.
T-Mobile has cancelled my promo EIP
So it started with I changed my phone plan on 11/21. After that I upgraded my phones on 11/29. On January 29th they ended my Promo EIP which is 800 dollars spread over 2 years. My plan went up 32 dollars per month. I talked to T-Mobile and they said their is nothing they will do, not can do. They basically have committed Fraud by taking my phones without paying for them, nor will they return them. I have filed a complaint with FCC and my state attorney. Their will be a class action lawsuit if TMobile will not return my phones or give me my 800 dollars EIP either or. Please everyone talk to FCC and file complaints. This illegal actions needs to be brought forth and criminal charges filed.
Insurance asking T Mboile to print service was on specific day. How do we get that?
In order to appeal your claim we need documentation proving that the damage iPhone 11 ending was in service with T-Mobile at the time of damage on MM/DD/YY. T mobile chat says they cant find how to print and they cant send an email.They have email for everything, but not send us the requested document. Any one knows here how to get that done from T mobile? Thank youUNLOCK PAID FULL PHONE REQUEST
o: T-Mobile Customer Care Date: May 13, 2025 Dear T-Mobile Customer Support, I spoke the call center multiple times on Sunday, May 11, 2025 from between 7:30 and approximately 10:45 pm. Each representative appeared to read the previous persons's notes and recite what they said. No one used critical thinking skills to help resolve the matter. All intractions were frustrating and it appeared that the representatives were not trained properly and not interested in resolving a problem that should have not existed in the first place. Last four of phone 1994. I am writing to formally request that T-Mobile unlock my Apple iPhone 11, which was purchased through T-Mobile in November or December of 2019 and paid in full approximately two years later. According to T-Mobile’s own device unlocking policy, devices are eligible to be unlocked once they have been paid off in full and meet basic usage requirements. My iPhone 11 meets these criteria, yet it remains locked due to no fault of my own. At no time during or after payoff was I informed that a manual request to unlock the phone was necessary. It is both unreasonable and unacceptable for T-Mobile to place blame on the customer for not requesting an unlock when, in fact, T-Mobile failed to act on their own stated policy. This failure is compounded by the fact that the device was paid off during or shortly after the COVID-19 pandemic began—a time when many systems were understandably delayed. However, that does not excuse the current refusal to resolve the matter properly. Most troubling is that during my recent call with your support team, a representative wrongly claimed that I had not purchased the phone from T-Mobile—despite being a loyal customer for nearly nine years and purchasing all of my devices through T-Mobile. This behavior is deeply unprofessional and borders on gaslighting. It is the responsibility of a service provider to maintain accurate records and to assist customers in resolving issues, not to discredit or shift blame onto them. Therefore, I am formally requesting: Immediate unlocking of my iPhone 11. A written explanation for why this issue occurred. Confirmation that the matter has been resolved. This experience has caused unnecessary frustration and raises serious concerns about T-Mobile's accountability and customer service. I expect a prompt and professional resolution within 2 business days of receipt of this complaint. Failure to do so may result in a formal complaint to the FCC and other consumer protection agencies. Sincerely, See Log on name
T-Mobile breaking promises to seniors who were offered price-lock guarantee for life on 55+ rate plans
In 2017, I signed up for a 55+ rate plan with the assurance that my monthly rate was price-locked for life. This incentive was a primary reason that I switched from AT&T to T-Mobile. Now, T-Mobile is trying to raise my monthly rate by $10.00. When I spoke to their customer service people this morning they told me that there was nothing that they could do to fix the problem. I also noted that they changed all of the marketing information on their web site to delete all references to the price-lock guarantee which I was offered when I set up the account. We need to find a way to complain loudly to T-Mobile about this breach of contract and breach of trust. If we do nothing, they will raise our rates again in the future. Let’s fight back. Thanks for listening.Another Run around by tmobil
Another run around by tmobil. Apple website says only a carrier can unlock your phone. I purchased the phone from t-Mobil in 2019. You are the carrier. Really do people go outside of the company to ourchase a phone when they are with a company? I we have been a tmobil customer since 2016 and we purchased the phone in 3019. You guys are giving me the worst customer service ever. Your records are not available because your records only go back to 2020. Is that the customers fault that you don’t keep accurate records of phone purchase for a reasonable time. 5 years is not sufficient to keep phone purchase records. I take my childrens old phones all the time and I am still using one of outlrbIphone 11’s. Tmobil has zero accountability to customer satisfaction I regards to unlocking my phone. See Apple information below!!! Contact your carrier 1. Only your carrier can unlock your iPhone. Contact them and request an unlock. After you submit the request, it might take a few days to complete. Contact your carrier to check the status of your request. 2. After your carrier confirms that they unlocked your iPhone, follow the steps below. If you need to activate an eSIM from a carrier other than your current carrier