T-Mobile Corporate Office Headquarters

I ported out my number on my plan which was the main number and I’m the account holder. There were two numbers on the account and no one informed me at Metro PCS, which is owned by T-mobile-my previous provider, that porting a number only cancels that one line and not the second. T-mobile billed me a full $70 and when I contacted them on 12/14/22 they explained this to me and only issued a $20 credit. I want my full $70 back because not only did I not use the old T-mobile service after Nov 3, which is when I ported over to my new provider, Metro PCS, but metro did not inform me that the other line would have needed to be canceled.

T-Mobile is an uncovered lone shark tank whose employees have no morality or ethics, they consistently try and embezzle money from its customers. I paid my bill then on nov 30.22 the payment was deleted I was never contacted to alert me to the fact that my payment was rejected. then they suspended my account when I called to try and straighten the issue out an employee posing as a supervisor said his name was David, he constantly talked over me and each sentence was a lie when I challenged him on the validity of his statements he had to backtrack for instance he said oh we always want to get our money that’s number 1. then why did they not text or call me to let me know there was an issue with my payment so I could resubmit another one. then he said he could not see my payment form account number only the last 4 digits when I challenged him on getting the information corrected. the issue seemed to be that they were told by my bank that the account was closed. which was a LIE, still no one sent me any communications allowing me to correct any payment forms. he just kept going around in getting nowhere circles. I believe this is a tactic they use to frustrate The customer so in the end, the customer will agree to their dishonest tactics. well, I absolutely will not pay a bogus fee for their intentional mistake which is for the sole purpose of stealing from unsuspecting customers I believe.

Hello, I was a long-term Sprint customer and decided to switch to T-Mobile. I called customer service to find out how to have my account moved to T-Mobile and was told to go to a corporate store. I went to the corporate store located 1272 N. Lake St. in Aurora, IL on 10/8, and was told that I would have to have my account migrated over the phone and pay off the phones on my sprint account. I told the store rep that customer service told me to come to their location because it is a corporate store. The store rep, then said I’d have to pay off my phones on my Sprint account first, before my account could be migrated. So I went home and paid off my phones on the Sprint account and returned to the corporate store to have my account migrated to T-Mobile. The store rep who helped us, ported our phone numbers to a T-Mobile account, charged us $199.00 and put us on a month-to-month pre-paid plan. One of the phone numbers did not port over right away. The store rep told us that it should sometime that day, so we left and went home. It took almost three days for the phone number to finally port over. The phone happened to be my husband’s work phone and for 2 days he could not reach his customers, nor could his customers reach him. I had made several phone calls and my husband went back to the store on 10/10 to see if someone could help him. Early morning of 10/11, he finally had his old phone number. The other issue is that I never asked to be put on a prepaid plan. I also told the rep that I work for UPS and get a discount. He said that once the numbers were all ported over, I could select my plan and would receive a link to verify my employment at UPS.

I went to a second corporate store located at 4430 Fox Valley Center Dr. 105 on 10/19/22 to have the account migrated and upgrade my phones. The manager at this store told me that since my Sprint account was not migrated to T-Mobile, and I was on a prepaid plan, that she would not be able to migrate my Sprint account to T-Mobile. Secondly, she said I should not have been charged the $199.00. She “attempted” to see if the Sprint account could be reactivated and then try to migrate my account. After an hour or so, she said that the Sprint account had been inactivated for too long, the account could not be migrated. I would have to be treated as a ‘new’ customer and they would have to run my credit. This is unacceptable, because I had been with Sprint for a long time, and it was not my fault that the first T-Mobile rep screwed up. The manager at the Fox Valley store said she would keep trying to reactivate my Sprint account and migrate it to T-Mobile.

I reached out to her on 10/21, again on 10/25 and again on 10/26. She finally texted me back to say that the Sprint account could not be reactivated and she would not be able to migrate me to T-Mobile. The only option is for me to have a credit report ran to have an account set up. This whole ordeal has been unbelievable and totally unacceptable. Why am I being penalized for something that a T-Mobile rep caused? I have excellent credit, so that is not the issue. I just don’t want my credit to be ran, because I’m about to do some home improvements. I need for someone to address this matter and correct it without giving me the run around and without running a credit report. I will choose another carrier that will provide me with the customer service I deserve. As a long time Sprint customer, I never expected this sort of treatment, and for this migration to be such a nightmare. But I’m guessing there is no loyalty for being a Sprint customer.

I would greatly appreciate a response.

I web-chatted to get tmobile service on 5/8/20 @ 7:00am – it took over 45 minutes to complete the ordering process after a very pushy sales rep talked me into a plan that I didnt ask for. I agreed to pay an overnight shiiping charge as I was without a phone. I was assured after paying $124.80 via my bank debit card that my sim card and tab a would be delivered the next day. Well guess what, the delivery didnt come until 5/13/20 after I had contacted customer service to cancel my order and service on 5/11/20. I went with metro on 5/11/20 and had my service and phone that same day. I was told I couldnt cancel my order for tmobile because it was in process and that I could just send back the equipment when it was delivered. On 5/16/20 I returned all equipment (box was never opened and nothing was ever activated) on 5/16/20 and received email that the return had been received on 5/20/20. The credit indicated in the email was for $38.48 not the full charge of $124.80 that has been paid via my debit card. I am requesting full credit of all charges within 7 days before I take legal action. I have spoken to the fcc and am fully aware of my rights. I was with tmobile for quite some time and left because of the rates and the lack of customer service – I was willing to give tmobile a second chance which I now see was futile. I would highly recommend more in-depth customer service training for all of your sales and customer service reps.