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The owner of this accoun had a Galaxy S4 on an EIP plan.  He had the phone nearly a year, when he dropped it & he could no longer use it.  He took it to the only T-Mobile location in the area..  There, the owner of the store told him that he did not want to make the account holder pay the $175 deductible for a new Galaxy S4, when he could get him the Galaxy S5 cheaper, instead.  He also told the account holder that if he chose to pay the deductible, he would be waiting 9 days for the phone to arrive, perhaps longer.

At this point, J, decided that he would follow the store owners advice.  The store owner said that he was going to do something to trade the broken S4 in for a brand new S4.  Then the store owner would take the S4 when it arrived in 10 days and process THAT as the JUMP to the S5,,  That way, J got a brand new S5 today,, and he had nothing to worry about.

Color us surprised when a month or two later, the bill went from around $100, to close to $300. This included an out of warrranty charge, plus the EIP for the S4 AND the S5.  J has been contacting TMobile for months and all they will say is *there is nothing we can do, our hands are tied.*  He has called so many times.  Nobody has attempted to help us.

He was never informed of any of the se charges.  When I spoke to a manager on chat finally, the resolution was for the manager to call the TMobile store in the area and get his information, and do a handset investigation.  they said it would be resolvved ini 72 hours and they would call. Over 72 hours later, I contacted T mobile.  They told me that they had not called the store,, because it was my responsibility to provide them information.  About THEIR store.

I explained that the reason I did not want to contact them was because the OWNER of the store was the one who did this whole thing, and it seems like he made away with a brand new free phone.  Still, I was made to call.

I am told they will call me in the morning with a resolution to this problem.  I highly doubt they will call.

Any advice on how to fix this

Hello all...

I am trying to get some help with the Jump program to see if it would benefit me. I signed up with T-Mobile this past December, I need to get new devices for my (4) lines. We moved over from AT&T because of the chronic billing and customer service issues they can't seem to fix. We have unlocked phones we are using from ATT for now. Here's the question: my sister has a phone still under contract w/ATT and we plan to trade it in for the t-mobile "buyout", we would like to purchase new phones, but our initial deposit is pretty high. I was told by an Cust. service rep if we enroll in the Jump! program, there's a good chance there would be NO DEPOSIT, just the monthly installment...trying to confirm this is true. Any advice would be appreciated!!

Thanks,

Tara H.

Saint Louis, Mo

I called T-Mobile to dispute charges. Even though I don't agree with the amount owed, I agreed to pay part of it. I authorized them to charge me $30 and they charged me $205. They put me on hold and then they disconnected.

I called back and they said there was nothing they could do and told me to take it up with my bank. I called my bank and they said that the charge was still pending and T-Mobile could definitely stop the charge.

I called back and after talking to the rep for a few minutes, I asked to speak to someone else. They said that the other person would say the same thing. I stated that I still wanted to speak to someone. He angrily said that he was going to put me in hold hell and then transferred me to a Spanish speaking operator.

I have been a customer for a very long time. I can't believe they treat people this way.

In trying to get my Verizon termination fee reimbursed, I've had almost 4 months of stuff to deal with. First, I was told the number I was trying to port failed and that because of the attempt, and because of it being no fault of my own, I would still be reimbursed. So I went through with the process and sent in my phone only to be denied, after speaking with T-Mobile and the reimbursement dept. on Friday, I was told there they could see that they was a port attempt that had failed so I would be reimbursed the amount of the cancellation fee. No today, they told me that there was no record of a port attempt and that no one on Friday helped me other than to say I was denied and wouldn't be receiving a reimbursement. The guy even implied that I was trying to lie my way into getting the fee reimbursed! I'm baffled as to how this could have happened. I've never had such awful experiences with any company! I'm so close to cancelling!

I've tried about 4 times now to get my switch2tmobile reimbursement approved by submitting a pdf of my final bill to the switch2tmobile website.

The bill I submitted lists the mobile number I switched, my name, and an IB Cancellation/Acceleration dollar amount, which is Sprint's way of indicating an early termination fee. I have highlighted each of these items in the PDF.

I have no idea why my requests are being rejected. Perhaps because of the "IB Cancellation/Acceleration" text doesn't say "Early Termination Fee"? But this is something that I cannot change. Am I somehow going to get Sprint to reword their bill and send me a copy?

I'm afraid that my window for being reimbursed is closing or has already closed b/c of these rejections. If that is the case, how convenient for TMobile to just reject my request without giving a clear reason until my deadline passed. What a scam - and I feel a class action lawsuit coming on.

I need to cancel my free 200 mb internet plan for my ipad and give it to my friend. I already gave my ipad to my friend with my sim card, but when I called t-mobile to cancel my internet and sim card they told me they need to wait for the billing cycle to close. So it cannot be closed immediately?

How can I check to see if only the primary account holder can view the entire bill to include incoming & outgoing texts? And how can I manage who has access?

I sold my ipad air and forgot to take out my sim card with free 200 mb, can i tell t-mobile to disable the sim card, and if so can the customer use his own t-mobile free 200 mb card in the ipad? thanks

In January my husband and I ordered 2 Galaxy s4 phones.  After 2 weeks, mine stopped reading my SIM card multiple times throughout the day.  I stopped by our local T-mobile store and they gave me a new SIM card and said that should fix the problem.  It did not, so I contacted T-mobile customer service who told me it would be much easier to do a "buyer's remorse" return, rather than just exchanging the phone.  My new phone arrived in the beginning of February, and within minutes, had turned itself off.  It did this numerous times over the next few hours, so I contacted T-mobile customer service again to request a new one.  It was now back ordered, but I was told since I was sent a defective unit, the exchange would be at no charge to me.  I had already sent back my first Galaxy s4 at this point, so I just waited for my 3rd GS4 from T-mobile.

The new one came, I returned my second defective unit, and waited for my bill.  When my bill became available towards the end of February, I realized I was being charged 3 EIP installments (One for my husband's GS4, one for mine, and one for the returned phone that I first received.), and that I was being charged $40 for the exchanged phone, and shipping of it.  I called T-mobile customer service numerous times over the next week to try to get these charges taken care of.  I was refunded the $40 for shipping and exchange of the phone, but my EIP still showed 3 phones, instead of 2.  I had already received an email from T-mobile saying my phone had been received, and my account would be credited- almost 2 weeks later, it still had not been.  On March 4th, I spoke with someone who said it was entirely too long for me to still be waiting for my bill to be correct, so she processed a credit through on our account, paying off the phone that was returned for not reading SIM cards back in the beginning of February.  However, my bill was still showing payments for 3 phones, instead of 2, like it should.  On March 7th, I spoke to someone via online T-mobile chat who said I needed to pay the full bill, but I would be credited back within 72 hours for the incorrect charges. She let me know she filed a handset research form to take care of it. I even received an email saying the amount would be credited back within 24-48 hours the very next day.  So I paid the bill in full, and that amount has still NOT been credited back, and on top of that, the EIP amount for my husband's and my phones did not go down, even though we paid $28 towards them ($14 a piece).

So it seems as if we've thrown away $28 because it wasn't even applied to our two phones, and I'm STILL being charged an EIP on a phone that was returned over a month ago.  This is ridiculous.

Over that course of the last 3 weeks, I have spoken to far too many T-mobile reps, and not had my bill problems fixed, as they claim to be doing.  As a customer for almost 10 years, I have never had such horrible service, as when my husband and I thought to upgrade our phones. 

i am at my wit's end as to what to do.

Ok  so i havent veen receiving my veteran discount for a while now. I sent copies of my dd214 nd my VA id card but still nothing. I pay over 320.00 monthly and im getting mad about this run around situation. What do i have to do to get my discount

recently i bought a new iPhone 6 from an authorized tmobile dealership. I had already paid in full for the phone but on my bill, i am still being charged in installments for another phone (samsung galaxy). When i returned to the store, they said they couldn't remove the EIP but instead applied a discount to my bill that will show up every month. The problem is that I'm being charged roughly $25 for the phone that i have never purchased but the discount is only $10/month

Another problem i had recently was with a tmobile promotional card. I received a $25 promotional card from tmobile and brought it to the store to be applied to my bill. Not only did they not apply it to my bill, but it seems as if they had lost it. not sure how to proceed with this.

So, like SO many on here I returned my phones i ordered through the jump prgram and they have been verified received but "not accounted for".  Just so anyone who is going through this knows, there are over 27,000 reports in the BBB for just this exact same thing in the last 3 years.  By the way, they are getting results just so you know. 

I recieved this today, just lovely ....

T-Mobile Handset Order Research Request
Handset Order Reference:  05534007

Thank you for taking the time to contact T-Mobile. We show no record of the equipment being received by our warehouse. You may want to contact the shipper concerning the shipment. Please allow up to 7 business days from the date the device is received at the warehouse for an adjustment to the account to be made.

Thank You,

Handset Order Research Department
T-Mobile USA, Inc.

UPS shipping return label  1Z90X2271342009217 . It shipped out 2/26/15. it was delivered 3/2/15. Signed for at the recieving dock at 4500 Cambridge Road Fort Worth Texas .  I printed over 30 peices off the BBB, Ripoff report ect.. for cases just like this.

Our issue: we used the JUMP UPGRADE.  when the phones got to our house (8 days later) I was told I would not be able to use any other method to return our trade in phones and would need to use their prepaid label , (which states at the top RESTRICTED SERVICES) this means i am NOT ALLOWED to put insurance or tracking on the package. At that point Customer Care (yeah right ) told me I can just send back the new phones then and recind my JUMP UPGRADE CONTRACT. so I did, BECAUSE-I can ship it at my speed, track it and insure it.

Also, the jump upgrade phones go to a POSTAGE PAID PO BOX in york pennsylvania , you are not privy to the actual address they go to and they dont go back to the warehouse in Texas(Brightpoint) they go to ASSURANT SOLUTIONS.

So we did and after the handset research request we get the above.  I think they do this twice before they bill you.  Anyway. I have talked to customer care over 7 hours trying to get it streightened out.  But really we know whats coming, they are going to try and pin us for this, our only saving grace is we didnt use their label and can prove delivery.

Although I am sure I wont be able to get anything from UPS(because they did deliver it) for these missing iPhone 6's after they are done with their investigation, I do have the power to file the BBB report, as well we are going to file a police report for theft(because the amount due will be over 1500$ after everything is said and done it qualifies as GRAND THEFT under the law, (anything over 950$) ) and we will be naming Tmobile warehouse on the report.

We will file the UPS investigation report along with the above email and all our paperwork proving it was sent as well.  We are going to file with BBB on Day 31 (we are currently on day 24 since the order was written, and day 19 since they phones were delivered) from the delivery date to STAY our 30 days stated by the TMOBILE employee at the store.

I suggest everyone passover the JUMP upgrade unless you have the ability to prove delivery and insure it.  take pictures before you send it in, get a witness at a UPS store to pack your box, buy one of the gps trackers that are cheap from eBay/amazon to throw in the box.  This is a huge scam.  DO not use any prepaid shipping labels you have no protection, first class has no native tracking, it must be added on(but you cant add it on as per the label).

We had a exchange phone go missing last year as well, which is why we refused a mail in anything ever again without proof.  Too bad, we are leaving as soon as we have this all settled.

Watch your phones, they are the link to your accounts, they are payday if they are claimed to be lost or damaged and IMHO we are paying for these phones, TMO says are they are lost and they are selling them to third partys on top of our payments.  Double dipping as it were. Thats why there is "NO PHONE NUMBER TO THE WAREHOUSE".  You think there really is no phone number? There is a phone number, its one of 3 hubs for the return phones in the nation.  Its just that it is on a need to know basis, and apparantly not even customer care needs to know-because they don't.

Keep records folks, thats all Cheers! 

I canceled my account with T-mobile in 2011 and transferred my number to Verizon. After the account was canceled, I kept being billed which resulted in multiple reminder notices and phone calls to T-mobile customer service. It went on for a few months and at the end a customer service representative called Gladys was able to confirm that the account was closed and there was nothing due from me.

Fast forward four years, and I now see a collection notice for $59 on my credit report, reported to Enhanced Recovery Company, Jacksonville, FL on January 3, 2014. Needless to say, I never received any letters or notifications since my last conversation with Gladys in 2012.

I always pay my bills, and never, never ever in my life, missed a payment. If I disagree with a charge I will dispute it, but I will not let it go unpaid. I am not happy at all with the way this was handled, and hope this issue can be resolved and the collection removed from my credit report.

i know what t mobile says.......its not for prepaid...only postpaid can get call/text logs...

Lets look deeper into this. we all know the only logical reason why tmobile wont give prepaid people call logs is because its an incentive to go postpaid.

I came to this conclusion after finding out that t mobile is the only company that doesn't offer their prepaid account members access to call logs. Verizon, boost,at&t, EVEN METRO GETTRO offers their prepaid customers access to call logs so why wont tmobile. ?

I want my call logs for the last 2 months. There are numbers that i must have.IT IS IMPERATIVE!

So I talked to online chat customer service agent "krist", they promised me that, just this one time to keep me from going to Verizon.... they would do it thru the Mytmobile site. i go there, logs are nowhere to be found,

then i talk to another chat agent that tells me to go down to a store. I dont have a car so i take public transportation all the way to the city, just be told by the store,...they wont do it.

so i get home i call 611 they say only a court order can get those records.

This company has given me the absolute run around, JUST TO GET A FEW PHONE NUMBERS!!! It is very odd to me that i cant have instant access to MY PHONE CALLS! .

IT  really shouldn't bE THIS DIFFICULT They wont be breaking the law by giving me this info?

BOOOOOOOOO.        

This company is going to lose a solid $60-$70 a month just because they are stubborn....

THATS BAD BUSINESS!

I tried to set up easy pay via the website and when I get to the easy pay page it immediately redirects me to my profile page.
Someone on the text support channel said they would escalate my case to IT but that I should just call 611 and set it up via the phone. I did that only to be told that my account can't be auto paid.

Really?

I'm not on some tract phone or pay as you go.
I have a family plan with 4 iPhones on it.
There must be a way for me to auto pay my monthly bill.

I'm trying to give you my money!

Hello all.

First of all let me say I am appalled by how difficult it is to get a customer service agent on the phone to answer my simple question. I have been through tmobile customer service lines for 1 hour and have talked to no one but a computer. I keep getting transfered to another number or another menu and it will eventually disconnect me. I have been through all the menus and the FAQs on the website. It all is referring to the VISA card. Not the MASTERCARD.

Secondly.. I have activated my card, I have a pin number. Do I need to go to bank that uses mastercard to get a cash advance? Do I need to go to a Citi bank only location? There are no more left in the phiadelphia/allentown area. I have tried the ATM and a CITI bank ATM and it always tells me that I have reached my maximum number of atm transactions for the day. Can someone please help me? I am just trying to get the cash out of this card and be done with it. Thank you

I got 2 SIM cards from T-mobile via Walmart whilst in America.

im now home back in Australia  & would like to cancel. How can I do this?

Thanks

Ok  so i havent veen receiving my veteran discount for a while now. I sent copies of my dd214 nd my VA id card but still nothing. I pay over 320.00 monthly and im getting mad about this run around situation. What do i have to do to get my discount

im looking to switch to tmobile

i was thinking about getting the unlimited plan

also like the unlimited international data and texting to 120 countries

but $80 + tax + monthy phone payment might be to much

so i was thinking maybe ill get the 3gb for $60 which has data stash

if i get that plan is there anyway to just add the unlimited international data and texting separately?