@T-mobile

What happened?

My Identity was compromised in January 2013, I had placed a fraud alter upon discovering it. In Jan/ February 2013 - several attempts were made to open new account & T-mobile was one of them. I was on vacation out of town for few weeks. At least 9 accounts were attempted and few were opened. Strangely, this person opened credit cards on my name and successfully changed the name and got another on my address. Several attempts were intercepted by other banks as fraud.

I had filed a police report upon discovery and provided the case number to T-mobile fraud department. First, I was told this is not sufficient, you have to pay the charges. I told them this was not me, T-mobile should have verified the right person before opening account. To pay, I asked for the bills, they said, now that we know, you said this wasn't you, we can't send you the bill. Then, why am I responsible.

I received the new credit card on my address for other banks, two different companies, two different names, cards coming to my home address. What can you think? This ID thief is using someone else's name. or Which one would you put as a suspect?

If you say you don't know the suspect, T-mobile fraud department would not work with you.

T-mobile have a fraud department and manager don't have to be present. What an ideal job for some lazy people! for the whole week, agents says, no manager on duty.

David, Thomas, ... Agent after agent says they can't receive PDF attachments. They can't get my fax. The same is verified that other people can open. But, not @T-mobile. I could tell they were lying to me.

They will say, we didn't receive your fax (7 times tried). They will say, I your email attachment is corrupted.

Well then, I went to T-mobile store and have the store manager fax it after acknowledging i have all the information fraud department is looking for. I spoke with District Manager (DM), he gave promise to look into to. But, no, my case is still open. I must say @T-mobile talk is cheep. Fax is broken and life of a manager is wonderful.

Now, They received it, finally.

Next, Police seemed to got tired of writing so much details I was providing, they cut the description short and did not list T-mobile in the original report but had only few accounts listed, suspect name was also there based on credit card wrong name at my address.

But, not enough, I had to go back to police station and update the report stating suspect name and T-mobile account number.

I did, I faxed them and drama again.

This time, I was little too honest. I wrote an unknown person attempted to steal my identity and gave T-mobile A/C # and possible names.

The reason is, it's unlikely the real person doing this is sending me a card at my address. This person must be stealing other identity and shuffling it around. What have I done wrong?

Now, the decision is denied because T-mobile says, your description says you don't know the suspect.

So, the big question is: Is T-mobile fraud department lazy or unreasonable or both?

Please tweet and share my complain so other victim like me don't have to go through same and in doing so, I can get justice for my case.

My advise, be careful switching to T-Mobile, they got the fraud department that demonstrates what the company is like.

@T-Mobile and @T-MobileHelp there is no help.

Thank you!

I just refilled my account with a debit card about 20 minutes ago and my account balance on the website still says $0. I checked my bank account and the charge went through (pending)  Is there a delay before it updates my account balance?  I still have 2 days before i'm due for a refill. Im just worried that something went wrong with the transaction.

I was supposed to have 3 x $25 billing credits show up on my account and have a receipt from the store showing this as well but only 2 of them have shown up.  What can I do to resolve this?  The store said that everything was entered correctly on their end.

I recently (Dec 26th 2014) setup an account with T-mobile, and was expecting my first bill would be generated after 1 month of service.

My expectation was that bill would be generated stating the bill period as  "Dec 26 - Jan 25" , and the bill would reach me on Jan 26th, with a pay due date after that.  But to my surprise, I got a bill on Jan 10th and the billing period on it says "Dec 26th - Dec 26th" and the bill is due on Jan 19th.   I am not sure if this something wrong on T-mobile, or am I missing to understand how billing works?

Thanks

Karthik

I posted Dec. 15 as below.

However, I couldn't receive any response except requesting me to contact T-Mobile.

Today, I started chatting with Pedrick B., but disconnected as below after he reviewed my writings, etc.

Please see my previous post below and answer to me rather than asking me again to contact to T-Mobile.

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Pedrick B: It seems you have stepped away from your computer. I regret that I am going to have to disconnect this chat. Please contact us again via Live Chat, or by calling 1-800-937-8997 (Pay in Advance: 1-877-778-2106) or by dialing 611 from your handset. Thank you for using T-Mobile Chat. Have a great day!

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Warranty Exchange #: 215404700

Recently, I received a letter from T-Mobile which shows, "we have determined that it is not covered by the T-Mobile Warranty Program.

Your handset has physical damage to the phones... you agreed to the terms and conditions... This included being charged a non-refundable $100 fee if your handset had broken or..."

I am sorry I received such a response even though I left a note (in phone returning box) which explains the primary of cause of damage--T-Mobile mistake.

I will state it again.

When I brought the old sluggish phone to the T-Mobile store, the employee who listened my words and reviewed the phone told me it was problem of battery. He suggested me to buy a new battery at Radio Shack. As he said it would cost about $10, I dropped by Radio Shack, but found Radio Shack doesn't carry T-Mobile battery.

Therefore, I dropped by Fry's to buy its battery.

When I struggled to find right battery with Fry's employee, I tried to open the back of the phone and made a mistake to damage the hole of charging port. I was confused as the light was not bright.

When I brought it to the same T-Mobile store, another employee listened and reviewed it and told me it was not the problem of battery but of the phone body itself and processed Warranty Exchange program for it.

I was amazed the diagnosis and treatment was different from that of the other employee in the same store.

If the first employee didn't told me battery problem and suggest me to buy a new battery, I didn't need to have troubles of trying to buy new battery and made a charging port damage.

I believe, instead of trying to charging $100 from me, T-Mobile needs not only waiving the fee but also expressing regret to me for causing all the hassles that I had to make that could be avoided if the first employee handled the problem well as the second employee.

The contract words on the above didn't include the case of T-Mobile mistake that made a primary cause of damage.

Message was edited by: tmo_lee to remove customer personal information

As a 12 year customer of TMobile, I have been generally satisfied all this time.  However, adding a family member to my account (who wanted to switch from Verizon) has been nothing short of a nightmare.

The bottom line is, our request for the switch reimbursement was sent October 19th.  It was approved around the 7th of November.  I continually checked the status online at switch2t-mobile.com, and it has always remained at approved.  However, on December 12th, I called the eft status line and was told by a representative that the card was mailed December 3rd and should be received no later than December 18th.  Here it is, December 27th, and guess what?  No card.

The status online still indicated "approved" and has never been switched to "mailed," so who knows what is REALLY going on.

It is absolutely appalling that this program is being administered this way.  Obviously, I can not contact the etf reimbursement line until Monday since they are only open M-F. 

We should have known the way things would go, since our local store bungled the switch from the get-go, and didn't transfer over the line, which required a second trip into the store to see what was up.  Of course, they couldn't find the paperwork, and blah blah blah. Finally, after much waiting, it was switched.

Altogether, we have spent too much time and money on this phone switch-over.

Shame on you, T-Mobile, for providing such lousy service when it comes to switching over lines and handing over the promised reimbursement.  It doesn't make me feel warm and fuzzy to be your customer, and obviously, I can't recommend you to friends and family who might be looking for better cell service.  I sure hope I can get my family member this pre-paid visa soon, so he can pay off Verizon and be done with this whole nightmare.

I don't know why but about 5 months ago the website started declining all forms of payments, debit visa, visa, checking account...everything. It didn't matter if I was on the laptop, iPad or computer. But if I call in with the same info and do payment over the phone it works. This is super frustrating and nobody can tell me why Or how to fix it.

Last year I received the postcard from TMO indicating that my old skool plan would soon be automatically changed over to their new plan system.  It stated I'd get the "same features" at basically the same price.  This wasn't true so I called them (more than once) and they assured me that my plan would not be automatically changed.

Specifically, I had "REQ Pref Android Web" for $20 on my account.  This gave me 5GB of data before reduced speeds.  I also plaid $30 for unlimited phone talk and $10 for unlimited sms/mms.   

Had I allowed them to change my plan, I would have had been paying the same amount ($60 + taxes) for unlimited phone, unlimited text, and only 3GB of data before reduced speeds.    At the time they said if I still wanted 5GB then I'd have to pay a net additional $10/month more than I currently was paying. 

Yes, I know I would have received some newer features like txt from Canada or whatever, but as I sometimes use more than 3GB of data a month I didn't want to immediately change to their new plans.

After phone and facebook contact they assured me I'd be kept on my old plan.  My bill that has a bill close data of 12/8/2014 shows that I was still on the above mention old skool plan(s).

I recently got my new bill (close date 1/8/2015) and found out that I'm now on the newer plans. 

Specifically, I'm on "Select Choice Unlimiited TT 40" for $40/month for phone/text. 

For data, I was on "SC 5GB Data & SMHS" from Dec 9th - Jan 6th.

And then I was on "SC UnlData & 3GB SMHS" from Jan 7th - Jan 8th.

Looking at my current billing info online I see that I'm still on "Unlimited Nationwide 4G"  ("Adds Unlimited Nationwide 4G data on T-Mobile's network. Includes up to 3 GB of Smartphone Mobile HotSpot (SMH) service") for $20/month. 

Reading their fine print doesn't clarify everything:

- Are there reduced speeds at 5GB or at another point?  

- If I decide that tethering is not important to me, I suppose it would make sense to change to the $10/month "3 GB High-Speed Data with Data Stash" if I think I wouldn't need much more than 3GB a month?

- Did I actually lose anything by getting bumped off the old data plan onto the new SC plan?

- Did these plan variations not exist a few months ago when I was resisting being changed plans?

Hello. T-mobile.

I which from Verizon 2 months ago.

I wanted use ETF program for my verizon ETF but I was miss my mail and I late 2 days.

Is it any way to I can get the money for my ETF?

I am having trouble with that money.

Please help me out.

I need the EIP for this account. All the activity on this account. Who's the primerly plan holder. All the payments that have been made on this line. Also with are plan was I being over charged.

I have recently switched to TMobile back in October of 2014, and have been very disappointed with TMobile thus far.  I traded in three iPhone 4S back in September with a trade in value of $202.00 (confirmed online, through a representative at the store and the phone), and preordered 3 Galaxy Note 4.  When the first bill arrived, I received only $462.00 of trade-in credit.  I called in and inquired about the differences in trade in value that was promised. 

I was told by one of the representative (this was actually a supervisor) that ONE of the phone traded in did not match the description.  I asked her why was I not given the $202.00 credit for the phone like the other two phones, she informed me that the phone traded in was supposed to be a Sprint iPhone 4S.  I went to the trade in website and check the RMA and it shows iPhone 4S - Sprint as the phone traded in.  I asked the representative for the IMEI and she provided it to me.  I double checked it on the trade in website and the IMEI matched up.  I checked the IMEI through various websites online and the phone checked out as an iPhone 4S from Sprint.  I told the representative that, and she told me that unfortunately that's the information that was given and she cannot give me the credit I traded the phone in for.  After being on the phone with her for about an hour, I gave up. 

Two months later, I received another bill with a $202.00 reversed credit (they took my $202.00 credit that they gave me)  and told me that they accidentally gave me the $202.00 credit twice and that the other two phones got credited with $28.00 and $30.00.  I got frustrated at that time and demanded to have all three phones returned to me and I will pay all the credits back. The supervisor (yes, another supervisor) told me that they can't return the phones because the phones are now their properties.  I was very frustrated at this point and just hung up.  I have had enough with TMobile.  Have I known all about this, I would have never switched to TMobile.  They are the worst carrier I have ever dealt with.  I am stuck with the EIP and the phones, so I'm at my wit end on how to deal with this situation.  Any help would be greatly and deeply appreciated. 

Hi,

I have a international discount calling but when the call goes through wifi calling it is getting charged. It is happening to me from Nov on each bill. I have called customer support and they will credit those charges in the next bill but now with new wifi calling charges. I had already called them 3 times. Now i am disabling wifi calling till tmobile fix the bug on their side. Anyone else facing the same issue?

Thanks

Mutu

Has anybody had any issues with getting a response from the Executive Escalations. Long story short, I had some terrible issues with customer support (probably outsourced) and I sent an email to mark.davis@t-mobile.com,  john.legere@t-mobile.com and executiveresponse@t-mobile.com.

I received a call from the presidents office on Friday at 7:28 pm and a message was left by a guy name Marcos Chaz to call him at xxxxxxxxx. I have called many times and left my number and so far no return call. I guess I am not that important of a customer.

Does anybody have any suggestion for talking to someone who can objectively look at my issue and work toward a resolution.

Thanks all for your help,

Message was edited by: tmo_lee to remove phone number

I work for MetroPCS and cannot find anywhere on the my T-Mobile site on applying my discount. I was told in-store by a rep that I could simply log into the regular "my T-mobile site" and find the option to apply the discount under billing, but cannot find anything. They were able to verify I was an employee in-store with my employee number. I just activated a brand new line.

Can anyone help me out?

I Have been trying for several weeks to try and add A different credit card to pay my bill online. The system allows me to input the card information and when I hit submit for payment, the payment is rejected. I've called the bank and the card is fine. The payments aren't even making it that far. They are being rejected by tmobile and not the bank. It seems that I either have to go pay in person at a store or over the phone for a service fee. I know others are having this same problem. Have any of you been able to figure out what the problem is or a solution to it? If I have to go into a store to make a payment, they will not forget I was there. I refuse to pay over the phone with the same card the website is rejecting and get charged a processing fee. One unhappy customer 

I've had the free 200mb data for life on my tablet before.  I purchased a higher data plan, but now that that is expired, I'd like to go back to my 200mb free plan.  When I tried to switch back, the option wasn't available, and when I called phone support about this, they said that my offer was "expired."  If it's free data FOR LIFE, how can it be EXPIRED?

Thanks,

David

Hi,

I had a service with T-mobile for over a year.

I decided to try out ATT for a few months to checkout their service. I ported out my number on 9th Dec and my last billing cycle started on 3rd. Since I had a $50 deposit in my account, I thought that it would be enough to cover 6 days of service and I should get a refund.

I tried to login to my account a few times but T-mobile deactivated my account. Also for my account type, T-mobile apparently doesn't send out a paper statement. I was hoping that I should a refund by early January for the balance of the deposit.

Out of nowhere, I got a call from someone on Jan 12th, saying that they are trying to collect the past due on the account. The lady made me feel like I am steeling the money from T-mobile and she threatened me to put this on my credit report. I kept my cool and explained her that I did not receive any statement from the tmobile, and I was actually expecting a refund. She was rude and said it's not her job to tell me why I have this balance, it needs to be paid immediately. When I asked more questions, she started cursing. Then I hung up the phone.

Anyways, after several calls and the visits to store, I figured out the tmobile for charging for the whole month even when they don't provide the service. Hence I paid the full amount and decided never to use tmobile again.

It was extremely bad for T-mobile to never send any statement, or email to customer to let them know the balance is due. On top of this, they are charging for the full month but I can't access my account online. T-mobile reps are very rude and needs to have training so that they are more compassionate. Also in age, the least tmobile can do is provide a email based communication to employee. If I need anything, like a bill or payment receipt, I have to drive to the store.

Hi,

I was in US in September - October 2014 and I used your Prepaid SIM card then. I was told to write an email to rebates@prepaid-mobile.Co to get back the refund on my credit as they held around $300 on my credit card as deposit.

I have since then dropped a few emails to follow up on this refund, the first email being sent on 20 Oct 2014. The last reply I had from them was on 11 Dec 2014, telling me that "We have begun to process your refund. we will send you a confirmation as soon as we have executed it."

Until today, I have not received any refund for this transaction and when I sent an email to check on this again, all my emails to them were failing. Please, can someone please look into this or advise how I can proceed? It is not a pleasant experience at all to deal with the Customer Service team.

Regards,

Lim Yuling (Jamie)

I'm using a 3$ daily plan, and recently refilled it (on Jan 10th).

I want to view/print the receipt for that payment, but cannot find the bill in the site.

According to the blog (https://support.t-mobile.com/community/billing/blog)

the information should be available:

To download past bills:

1. Log in to your My T-Mobile account. If you don't have an account you can register for free.
2. In the top menu, click BILLING.
3. Click the drop-down menu and select the desired billing period.

However when I log into My T-mobile, the top menu does not contain a "billing" entry.

Any help will be greatly appreciated,

Cheers,

Tom

I have always been a huge fan of T-Mobile........ until now!

I had a iphone 5c go out on me. I went into the store to get an exchange... about 3 weeks later when I got my replacement (they were back ordered and sent me a huge POS alcaltel phone... I noticed that the battery life on the replacement wasnt as good as the one I had before. I held on to the bad one thinking I may take it and swap out the battery before I sent it back. Well time went by and I forgot to send it...

NOW tmobile wont take back the phone because its been 84 days that I have had it and they want me to pay the 702.80 for the broken 5c.

I talked to several people at tmobile, and none wanted to step up and wave the fee to keep a customer.

I cant believe no one could do anything about this!