T-Mobile Corporate Office - Frisco, Texas

Martin M.

When I first signed up for Service, I was told and provided information that my monthly charge would not go up. It has gone up twice.

I have dropped the protection plan on a phone that is three years old since I have done so I have received 25 messages from T-Mobile in 3 days, telling me that my protection plan has expired. I cannot turn off this notification and I continue to get harassing text messages below.

T-Mobile: Protection360 has been removed from line 9890 effective 06/03/2025. If you did not authorize this, please call 611 or go to t-mo.co/Contact

M. L. R.

Today, 6/25/2025, I decided to order a new Samsung s25 ultra. They were offering a deal around $25 per month. We already had T-mobile wifi service. I called and spent at least a half hour of my time ordering. I told the agent I'd like to have the "mint" color. He heard me and verified what I said. When he typed it up for me to E-sign on my very small cellphone screen. I just signed it, believing he had done everything correctly. ( I'm 73 and don't see small print very well) Later, after we'd hung up, I decided to get a magnifying glass and look the contract over and discovered he had entered Silver instead of Mint. At first, I thought I'd just accept it anyway, but then I decided that if I was going to be paying that much for something, it should be the color I asked for. I called to cancel and was told because I e-signed that I couldn't cancel the order (which hadn't even shipped yet). Apparently, they can't just edit it to the desired color, You have to cancel the first order and start all over. I didn't want to spend another half an hour on the phone. Now, after I receive it, I have 14 days to repackage it and send it back, and pay a restocking fee. Plus, the $61.60 they debited from my account is going to take 7-10 days to be credited back. I feel this is their agent's mistake, but I'm getting the blame.
I do not recommend this company. They didn't even try to work with me.

Andy K.

My wife and I have been loyal customers for over 20 years. The policy is the price will never go up unless they chose to raise the rates. What kind of BS is this. Would rather see the Tmobile president, vice president and all the top executives take a pay cut. Guess they don't care about losing royal customers. I called customer service, they said there was nothing they could do. I can do something, switch.

Manzar B.

I am a long time t-mobile customer, recently I have problem to set up hub account. I called t-mobile and one representative name Ms. Erika attend my call. She is very professional and very loyal to the company. She helped me to setup my business account. I really appreciate Ms. Erika she deserves this review. I thanks to t-mobile to have a customer service like her.

Obadiah K.

T-mobile has a scam going is there billing cycles. If you get something cut off before the bill you still have to pay. We got a lawyer take your money we will be getting it back

Shemeka B.

If I could give a negative score, I would. T-Mobile is literally scamming people. I called back in December to order my mom a phone for Christmas. It was shipped to the wrong address. I called back and was told that I had to cancel the order and place another because they couldn’t ship it back out once it returned to the warehouse. I placed another order, the agent hung up quickly without discussing the agreement. Once I reviewed the 2nd agreement, I notice the agent ordered the wrong color.( hence why he hung up so quickly) I called back to correct the issue but was told they no longer have the color I wanted. The agent was very apologetic and offered me a promotion of $630 off the IPHONE 15 with a number port in. The original price $729.99. I ported in my mom’s phone number and all seemed to be good. That is until I received the bill. They continued to charge me for The first IPhone shipped to the wrong address, even after verifying they received it. They reassured me that this will all be taken care of on the next bill, I would receive a refund for overpaying on the IPhone 15 as well as for the charges related the IPhone 13 that they had in their possession. January came and I received a bill of $200, still being charged for the IPhone 13 they had already received. I called again spoke to a manager who assured me this will be my last call. He removed the iPhone 13 off my bill and applied a credit only for that month, he advised that the refund for Decembers payment as well the promotion offered will reflect on my next bill. Now we’re in February, I receive a bill for $259, no credits applied, no promotion applied. I called again spoke with agents that again assured me this would be my last call, She transferred me to a manager who then informed me that I don’t qualify for the promotion offered! I argued that they have to honor the offer and refused to pay more than $99.99 for the phone. The manager offered 50% off and I refused. I requested the promotion offered by the agent to be honored. He refused and disconnected the call. I called back and spoke with another manager, she offered to request an exemption due to the amount of years I’ve been with the company. She told me she would call me back in 2 hours, that would’ve been 7pm EST. But instead she called me back at 11:30 PM while I was sleeping. I called the next day, I was told their were no notes on my account from the previous manager! I demanded to speak with another manager. The agent begged me to allow her to help AND reassured me again, this will be my last time calling. She then informed that it will take 24/48 to see if they’re willing to honor the exemption, she assured me she would call me back, on Wednesday February 26, but of course never The agent told lies and left notes on my account saying she called. I was absolutely disgusted by this time and tired of calling back. There was still no resolution to my issue. I called back Thursday February 27, the last and final agent I spoke with advised me that they will not honor the promotion. I will be cancelling my service with T-Mobile and doing all that I can with My Team working with the BBB to shut this company down!

The B.

Will not be using T mobile for service any longer after my next contract is up. Have been with sprint/t mobile for 25 yrs and will be switching due to customer service & lying.
T mobile honored a deal previously offered, recorded the call & once transferred & trade in received then proceeded to charge us more & claimed they could not honor the deal. Spoke to a supervisor multiple times & even asked for recorded call review as we were informed of one thing but charged a different. Supervisor reviewed case and stated the offer promised was one that could not be fulfilled. So in sum we were lied to and charged after the fact!
Wrong on all accounts!! T mobile has us in a hold and they knew it. That is why we will be contacting our attorney after the holidays & taking further action. It’s the pure principle of the matter for us! There’s proof t mobile was wrong and they refuse to make it right.
Something has changed with this company and for that reason we will make the switch to Verizon or AT&T

April H.

T-Mobile are liers. They need to get their shit together. On phone over 2 hours. Talked to 5 different people all told me something different. Took equipment back to local store and was treated like trash. I don't recommend anyone to use T-Mobile.

Aletta

I came to Corporate, for it's IMPOSSIBLE to talk with CUSTOMER SERVICE ON THE LINE. Or get any issue resolved at T-Mobile chains. I needed to speak face to face to bring to their attention that they have violated me and causing me detrimental harm. I'm dissatisfied with their non remedying by way of permitting my sensitive information to furnish phones I do not have possession of and refusing to remove any connection with The Fraudulent activity of Robbery by way of information. I came from CALIFORNIA. The front desk Clerk has rules and I gave her a brief overview of the distance I've traveled and how I'm not pleased with her Company's Policy and Red Tape - well even with her hands tied she made it possible for me to speak with the 'OZ' behind the curtain if you would for lack of better wording. The young man regretted to inform me that he was unable to assist or help me for I'm not the account holder. HOWEVER, I was informed I'm not responsible for the billing because it's not in my name.

Diana G.

T-Mobile doesn’t even deserve a 1 star. I’m a new customer and I intensely regret joining T-Mobil. Your customer service is the worst out all companies combined. You have employees who are rude, incompetent and lazy. I signed up at SAMS, went back to get my phone activated. I arrived at 4:45, the young man ignored me for about 10 minutes, he was on a iPad, no customers were around, except me. He never looked up. Finally he looked at me and said the person who assisted me would have to help me. I told him that guy was filling in, he normally doesn’t work at the SAM’s location, which is what he told me. The young man said I have to go to another store to get that done. He said he had another job and was leaving. I asked for his name and he ignored me, he continued to gathers his stuff and just walked off. T-Mobile’s customer service is going to be their downfall, just wait. I have had a bad experience at the Edmond location too, the day before. I literally I HATE I ever joined T-Mobile with its night of a company!!! Biggest mistake of my life!

Martin M.

When I first signed up for Service, I was told and provided information that my monthly charge would not go up. It has gone up twice.

I have dropped the protection plan on a phone that is three years old since I have done so I have received 25 messages from T-Mobile in 3 days, telling me that my protection plan has expired. I cannot turn off this notification and I continue to get harassing text messages below.

T-Mobile: Protection360 has been removed from line 9890 effective 06/03/2025. If you did not authorize this, please call 611 or go to t-mo.co/Contact

M. L. R.

Today, 6/25/2025, I decided to order a new Samsung s25 ultra. They were offering a deal around $25 per month. We already had T-mobile wifi service. I called and spent at least a half hour of my time ordering. I told the agent I'd like to have the "mint" color. He heard me and verified what I said. When he typed it up for me to E-sign on my very small cellphone screen. I just signed it, believing he had done everything correctly. ( I'm 73 and don't see small print very well) Later, after we'd hung up, I decided to get a magnifying glass and look the contract over and discovered he had entered Silver instead of Mint. At first, I thought I'd just accept it anyway, but then I decided that if I was going to be paying that much for something, it should be the color I asked for. I called to cancel and was told because I e-signed that I couldn't cancel the order (which hadn't even shipped yet). Apparently, they can't just edit it to the desired color, You have to cancel the first order and start all over. I didn't want to spend another half an hour on the phone. Now, after I receive it, I have 14 days to repackage it and send it back, and pay a restocking fee. Plus, the $61.60 they debited from my account is going to take 7-10 days to be credited back. I feel this is their agent's mistake, but I'm getting the blame.
I do not recommend this company. They didn't even try to work with me.

Jake R.

T-Mobile has become trash. I've had issues with phones & service. Now I'd ordered their wifi box and it doesn't work. I plugged it in, powered it on and after a few seconds the power goes out. In order for me to return my wifi i would have to pay the cost of a return label at a cost of $20. I called and Costumer service is always busy and no help. I can't understand the foreign person on the other end of the phone. T- Mobile has gone down. I'm currently looking for a different carrier. If you're considering using TMobile phone service or anything else, Please take my advice. Do not choose T-MOBILE if you have issues you're stuck with it and pay the cost. That's sorry for any company to have you pay the expenses to fix or return anything.