Common Complaints Against T-Mobile

Did you sign-up for a T-Mobile special deal only to find out that you were billed a lot more than what they told you?  Have you been waiting for months to see a credit or discount posted to your account? Are you missing calls and texts because of a poor signal in your area? If you are unhappy with the service you receive from T-Mobile, you aren’t alone. Over the past three years, T-Mobile has had 19,130 complaints filed against them with the Better Business Bureau.

Top complaints against T-Mobile

1. Misleading or confusing promotions
2. Billing issues
3. Lack of coverage

If you have problems with your T-Mobile service that you haven’t been able to fix, we may be able to help you. FairShake works with frustrated customers to take effective action against T-Mobile. Take a look at our other complaints guides to find similar issues with other telecom companies.

Misleading or confusing promotions

“In the T-Mobile commercials it says you get Free Netflix with the plan and in the fine print it says “All T-Mobile One” accounts. I have a T-Mobile One account and they say that I’m not eligible for it.”

Anonymous Complaint

T-Mobile offers a variety of special promotions to new customers when they switch cell phone providers.

1. New customers often get a new phone when they switch cellphone providers.  But, these promotions can easily be voided if the customer isn’t told how they work.  If you add a new line or get a phone that doesn’t qualify for the promotion, you can end up with a high bill next month.
2. Existing customers can be charged for expensive new phones or miss credits if they accidentally void the promotion. It can easily happen if you add more lines or services to your account. Customers may be billed for the full cost of their new phone or end up paying higher fees than what they were quoted. That can be quite a shocker when you get your bill!
3. Customers also complain that they aren’t given full credit when they turn in existing phones that were in good condition.  That’s very upsetting if you were planning on using the credit to offset your new phone.

Billing issues

A top complaint about T-Mobile billing is being charged more than what you agreed to.  Customers also report seeing unauthorized charges when they review their bills. Other common complaints include promised credits not being posted and discounts not applied to customer accounts.  To add to the frustration, T-Mobile customers attempt to resolve these billing issues with customer service only to find that it hasn’t been fixed when they receive their bill next month. It’s important to recognize when things change in your bill, so read up on what your bill from T-Mobile should include.

As one customer explained, “Cancelled service on June 29, 2019, but no notes from provider proving cancellation, only a note saying I visited store. They took my sim card as well. Worker did not deac my account and I was charged ~$172 for service I did not have. Went to three different stores in December 2019 and got charge credited to account on December 10, 2019. I have been getting several letters for a late fee of $5 for the service I did not have. T-mobile will not remove fee via phone because I do not know the pin they gave me a year ago and instructed me to go to a store. I had to go to three stores before to find an employee who would help. I do not want to waste my time and gas to get a $5 false late fee off my account.”

Lack of coverage

T-Mobile says that it has nationwide coverage.  But many customers would disagree. Some have missed important calls and texts due to the lack of cellphone coverage that was promised.  New customers that try to cancel their services can end up with expensive bills if they don’t do this within 14 days.

As one customer noted, “Had issues with previous cell phone company and not having coverage even though we are in the middle of town. When we contacted T-mobile about switching to them, first thing we asked was if they had a coverage map and if they covered the address I am located at and another frequent address that we are at. I was told the coverage was a 100% in both locations and it was for the first two weeks, then we had spotty coverage and within a month we had no coverage. Tried to contact the company numerous times with long wait times and was told to try this and try that, they tried this and tried that, even sending our a signal booster but telling us at the same time that it probably wouldn’t work in that area. So basically we were lied to in order to get us to switch services and then were left with no service at all. When we finally had enough of being told different reasons for the lack of service by different “techs” we decided to switch to a new company and were charged $2,500 to leave that company.”

If you have spent hours on the phone with T-Mobile customer service and still can’t fix the problem, we may be able to help.  FairShake works with customers who have been unsuccessful in resolving their complaints with T-Mobile. If you have tried everything that you can think of to resolve your T-Mobile problem, see what FairShake can do for you.