T-Mobile (www.t-mobile.com) has a 1.3 out of 5 rating on OK.one, based on 200 user reviews collected here. It is listed under Utilities and its reputation is poor. 88% of reviews are 1 star, a relatively high share; The business has not yet replied to negative reviews; Reviews mostly discuss Customer service, Price. Last updated 2026-08-12.
Most reviewers were let down by their experience overall. Consumers frequently reported frustrating encounters with unhelpful customer support, lengthy waiting times on the phone, and unexpected price increases on their monthly bills. Many individuals also struggled with unreliable network coverage, frequent dropped calls, and unexpected connection issues following recent company transitions. However, some reviewers were happy with the knowledgeable and polite store staff who consistently provided patient and attentive assistance. These customers truly appreciated the dedicated professional support they received during their direct visits to local service centers. People noted that dealing with representatives in person was often much better than handling issues over the phone.
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I just needed to turn in my phone and I had to wait 20 to check in. And wait a total of 40 Min to get help just to turn in my phone. Pity customer service. They said just come in and turn it in. Ugh why do they take forever. Hire enough people for customer service and enough for sales. Makes me want to go w a different company. Tmobile riverside university plaza
Went to cancel home internet had service for over a year was told I would be charged an extra month because that's as soon as they could cancel was told I could go ahead and return equipment to store today which is 40 miles away from me but I would still be charged the extra 60 dollars. Ask to speak to a manger was told I would not be able to that was there policy a manager would not be able to help. I ask when T-Mobile become a scam business.
Having a digit line with problems for eight years and shutting down for no apparent reason was never solved but prices kept going up and service never changed! Finally I figured it out and found out that the app was the problem and they never did anything to fix it when they could have! They could have changed it to a digital SIM card ! SHAME ON THEM FOR NOT TAKING CARE OF CUSTOMER till I said I’m done with there service did they want to adjust things to make to keep me as a customer well it’s to late after hours of speaking with customer service will not offset the trust they have lost. There too big for there pants!
We went to T-Mobile. They were quick to take our money we did everything they said we had to do we put two phones in one box and we only got one rebate and then they claimed that we got both and we only got one. My wife’s been on the phone for hours to try to get a rebate and they keep giving us the runaround and the phones are not even better. We had iPhone 16 Pro Max, and then they gave us a downgrade of a phone, which is a iPhone 17 and it sucks and we went into T-Mobile in May and it’s now August and we still not have received our second rebate and now spectrum is gonna send us to collection because we didn’t pay off that date that they owe us. I’m ready to return these phones and get our old phones back and if I could give them a negative review, I would as soon as I get a chance, I’m leaving T-Mobile forever and not look back and their customer service is not helping at all. They keep giving us the runaround too, and I hope this can help anybody else that is thinking about getting T-Mobile. Don’t do it. They won’t save you any money. They also promised our bill would be less than $200 and now it’s over 250.
If you ever need help with a device or billing T-Mobile is the worst . Any time you call you do not get the choice you want on the BS automated menu and you wait for a customer non-service agent. You wait and wait and wait. Call and set the phone down on speaker and go about your day. The minium wait is 45 minutes but plan on at least 1 hour and 30 plus minutes is the average wait. I have waited as much as 2 hours and 10 minutes. Than if you do not get disconnected you get to play the what did you say game trying to talk to some form of a person that claims they speak English but, it is unlike any form of English you will ever find in the United States. You have a much better chance of understanding the Minions than this creature on the phone Before I would recommend T-Mobile I strongly suggest get 2 tin cans and a string like you did as a child in the 60's to talk to someone because that was more effective than T-Mobile non-customer service.
TMobile is the crappiest phone service ive had in my life. I had them 1 time in the past and switch for a reason. Go figure us cellular merged and service became shit. I now cant make phone calls or watch tv from the comfort of my living room because I have no service. Will be dumping them very soon. So so sick of paying for a service im not getting.
I wish I could give zero stars. T-Mobile has become a company that seems focused ONLY on increasing profits than keeping its promises to loyal customers. After many years on the same plan, they changed it without my consent and increased my monthly bill by $10. My experience with customer service has been just as disappointing. Instead of resolving the issue, I felt like my concerns were ignored. As a long-time customer, I expected much better treatment. If I had a better alternative, I would switch today. I'm currently looking for another provider, and if Starlink ever becomes more affordable, I think many frustrated T-Mobile customers would seriously consider leaving as well. Very disappointing experience.
I am writing this review to warn other consumers about a deceptive billing practice/glitch within T-Mobile’s prepaid platform. On Saturday, July 11th at 3:08 PM, I reactivated my mobile line and paid $43.20 ($40 base monthly plan plus local taxes). T-Mobile explicitly markets and guarantees its prepaid plans as a full 30-day service cycle. Because July has 31 days, a mathematically correct 30-day cycle starting on July 11th should run through August 10th. However, my online account dashboard automatically shortchanged my cycle, setting the expiration date to August 9th. By cutting my service off on the 9th, T-Mobile is only giving me 29 days of service for a full 30-day payment. While losing a single day might seem minor to some, if the automated system shaves off 1–2 days every month an inactive line is reactivated or during 31-day months, customers are losing nearly a full month of paid service over a year. I have explicit proof of this discrepancy, including the official email transaction receipt from T-Mobile dated July 11th, the reactivation confirmation text message from the network, and the conflicting account dashboard showing the August 9th end date. The network itself works fine, but the backend automated billing system is fundamentally broken and actively cheating prepaid users out of days they rightfully purchased. Keep a very close eye on your activation dates versus your expiration dates, because T-Mobile's system math does not add up.
I’m extremely disappointed with my experience with T-Mobile and am hoping someone from corporate/customer care will actually look into this and resolve it. I was supposed to get phone and internet service through T-Mobile, but when my equipment was shipped, the apartment number was entered incorrectly, so the package was returned to the warehouse. I never received the equipment and never actually used the services. I was charged a $55+ deposit, and I was originally told that I would receive that money back within about a month. When that didn’t happen, I contacted T-Mobile and was then told I needed to go into a store for verification. After doing that, I was told it could take approximately two months to receive my refund. I have now gone into a T-Mobile store at least five different times trying to get this resolved. The store manager has even called on my behalf to speak with customer service and try to get the situation corrected. The employee at the store has been very apologetic and has genuinely tried to help, but despite all of this, I still have not received the refund I was told I was owed months ago. What makes this even more frustrating is that I’m not even sure whether my account was properly credited to a $0 balance, because I never received or used the service, yet T-Mobile was still attempting to charge me. At this point, I’m simply asking T-Mobile to review my account, confirm that I have a $0 balance, and return the deposit that I was charged and have been trying to get back for months. I have been more than patient and have made multiple attempts to resolve this through customer service and in-store. I shouldn’t have to repeatedly go into a store and make phone calls for months just to get back money that should have been refunded in the first place.
Customer service at the Auburn maine store is terrible. A man named JT was openly rude and sarcastic to me and my brother. when I called him out on it he was unapologetic. I’ll never go back to that store.
We had very good experiences with the phone usage and also with the store employees that helped us. Phone service was very good. Never had a dropped call, not even once. When we were shopping for new phones for an upgrade there were no price incentives to stay with T-mobile. We decided to switch carriers. When we accessed the T-mobile website to terminate the services, we found it impossible to do. Three family members worked on this issue. We were not able to disconnect the service. Three phone calls were made. Wait time was a half hour. When our son finally got on to talk to someone, they said okay, that our plan was cancelled. Then about a week later we got a $100 bill in August, after canceling in July. This resulted in another 1 hour phone call with back and forth discussions. My wife got the to lower the unwarranted bill to $40 which we agreed to pay, but I still am not sure why we even paid it. There was no money owed on our previous phones and this was not considered a disconnect fee. If you plan to stay with T-Mobile for your whole life, you’ll probably be okay, but if you ever try to leave, it may become an unpaid part-time job on the phone talking to people and robots. Shalom to you!
I had a really amazing experience today! Shout out to Kevin and jay!
After years of being a customer, a stockholder, a person who referred over 12 customers and purchased phones, watches, and lots of their services, I am DONE. I SOLD MY STOCK. CANCELLED MY MULTIPLE PHONES. DEACTIVATED MY ACCOUNT AND SAID ADIOS. Why? Terrible customer service. And overcharges, but I cannot get through to discuss this. Not worth my valuable time anymore. T-Mobile, it was once the best. It is not the worst. Even more frustrating than Comcast. You will find out if you are their customer that this company has changed. They are buying up other carriers. They had a great president. Gone. The new one is apparently focused on the bottom line. They have outsourced their customer service to other countries. They are increasing, not decreasing, the wait times on hold. Try 2.0 hours on hold to speak to a human in customer service. True. And if you go to their stores, there is nothing they can do; it has to be handled through customer service at headquarters. The people at the store are very good and what they do and are kind. Corte Madera, CA, in particular, is great, and their manager, John, gets the job done with class and resolves issues quickly. But his hands are tied by the new regime at the company. Anyway, good to know, huh? T-Mobile, you blew it. You lost over $5,000 per year with me alone. And I sold your stock, which is to say I am not in love anymore and do not believe in your financial future.
I would give this company 0 starts if I could. Ordered a replacement phone that was in warranty waited 4 days. Finally had to call the store. Only to find out they haven't the phone. They called me back 5 minutes later and said they had the phone. Said we could not come in till after 4 to get the phone. When I got to the store they said they didnt have it and wouldn't take my phone due to minor scratches on the side the screen is out has no other damage the screen just went out. Refused to help and gave me a phone number with out a working phone. I have medical conditions that need to be monitored and appointments made t mobile was very unprofessional. Cant even get through to talk to someone. stay as far away as you can. Very rude and mean made me feel uncomfortable in the store. Knowing we have been with the company 10+ years. Now looking for new service and internet over a couple scratches. Which is wear and tear had the phone a couple months.
It took T-Mobile over a year to correctly unlock my phone that had been fully paid for. Several hours of my time were required to convince them that the problem was on their end - and I'm not an IT person. After several interactions where I was told it wasn't their issue, I finally learned the language needed to point them to the problem that was theirs. ... And no apology or compensation for an error they made.
The will never honor their insurance on phones. And will purposely take weeks to hand you a new device (if you get it at all) without letting you use a back up phone. If you use a back up phone while you wait it will "affect the insurance policy".
Beware of what you are told by Customer Service Representatives at 800-937-8997 (T Mobile Customer Service Phone Number) as most of them are bending (or avoiding) the Truth. Many times, they deliberately misrepresent the facts, and you quite frequently receive conflicting information. If they refer you to a T Mobile Store, please be sure to contact that Store by phone before going into it to see if what you have been told by the Customer Service Representatives on the Phone is accurate. It many times is not. Make sure that the Customer Service Phone Representative ends your call first, so that you will be able to honestly complete the Phone Survey concerning your encounter.
Declining multiple credit cards with money available on them. now threatening to shut down my account because their system isn't working.
Took over 5 minutes to get google to load this search for T-Mobile. If that doesn’t tell you anything idk what does. SLOW SLOW SLOW. I’ve never paid over $300 for 2 lines and WiFi that DOESNT WORK.
If I own a phone I should not have to wait for my iPhone to be unlock my bill shouldn’t have nothing to do with a phone I own since 2021 T-Mobile suck no other carrier does this
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