Complaint Review: VOICESTREAM/T-MOBILE - t-mobile.com Internet

To all of you who think you can get a better deal with another phone company consider this: The two largest and most reliable cellular phone networks in the USA are owned by Cingular and T-Mobile. The only reason to go with Cingular is if you need high speed data access. Cingular also has the second lowest rate plan and feature prices next to T-Mobile. It is NOT POSSIBLE to tap a cellular phone if it is digital (NOT analog) and uses TDMA, iDent, GSM or CDMA technology.

Your response was carefully worded in keeping with T-Mobile traditions. Your company is horrid to say the least. I wrote my own ripoff report on you slags about 2 years ago. Check it out if you want. As for your explanation on hold times going from 7 million to 10 million customers, that was almost 4 years ago. How long does it take for your company to compensate for that? Evidently pretty long. I work for a company that has quadruple the amount of customers that you have and I work in a call center. We answer customer demand by hiring more people and our hold times at the most are no more than 5-10 minutes, unlike your company which can be longer than that. My record with T-Mobile is 45 minutes. That's unacceptable and your excuse is nothing more than that. An excuse and a sorry one at that! If you read my own ripoff report, you will see that whether by email or by phone, your company was not helpful in the least bit. While your disclosure says that you don't "guarantee coverage in all areas" what is expected is that one can make and receive most of their calls. As you can tell from my report, that wasn't happening, so why should I the consumer pay an early termination fee of over 200 dollars when your company isn't living up to the terms of the contract? That's not good business. Your adversarial tone is also in keeping in line with the CSR's and managers at your company. You automatically assume when a customer escalates that they are a deadbeat, and thus, make up your mind you are giving them nothing in terms of a resolution. I dissolved my relationship with T-Mobile in under 3 months because of the shotty quality and customer service. It was the best decision of mine to go back to Sprint PCS where I have NEVER had a problem with them. Good post Greg. With comments like these, they should make you VP before too long..

I have worked for T-Mobile for the past two years and I have seen all kinds of situations with customers. Many of our customers do no take responsability for their actions. They come in to the stores or call customer service thinking that by yelling and screaming they can get what they want. Customers need to know that the old excuse of someone is tapping my phone and using my minutes does not fly with us. It's impossible to tap any T-Mobile phone because we use GSM. Another excuse is that someone at home may be using my phone without my permission, guess what, we can't babysit your phone. I don't want to sound rude, but we get abused by customers all the time. Some customers figure that yelling can get them out of paying their bill. I had Sprint for two years before i came to T-mobile. I was happy with their service until my bill changed all of the sudden. I called the company and they could not even go over my bill with me. I was upset and decided to pay the cancelation fee to get out of my contract but I did pay my bill. I do know that some of our reps are not very efficient, in the case you come across one of them and you are not getting anywhere, just hang up and call back. Trust me, I have to do that myself sometimes. Our company does have a lot of representatives that are capable of helping our customers with any problems, just remember, we can't be responsible for your actions. Thanks for choosing T-Mobile... Wendy Perez- Senior Retail Rep/Tampa Fl

I am also a T Mobile CSR and I would just like to remind our customers that we are human beings too. I understand that one bad experience with a customer service rep can give the company itself a bad name in any consumers eyes. I also know there are some reps that should not have been hired in the first place. However I would like to assure our customers those particular reps dont last very long. We have all called customer service at one time or another and gotten the new rep that doesnt seem to know much. Since I am a CSR and I know what its like to be in there shoes I have pacience. Customers on the other hand do not always have the same courtesy. I can not count how many times a customer had made me feel 2 feet tall. Customers imagine that you are in our position and we call you and make requests that you know that you cant fulfill. I cant count how many times a customer has said "theres no way I went over my minutes" or "I was never educated that mobile to mobile was a feature I would have to pay for" or you are going to credit this entire bill and if you dont I am going to cancel my service. My favorite so far has been you are going to improve my signal strength right now or I am going to cancel my service. Customers forget that we dont have magic wands. I would give the customers the world if I could but like all employees of any company we also have to follow strict rules and regulations and many times customers dont care about that they expect us to do what they want and when we cant they get upset. I apologize to all customers of any company that has been given false info or perhaps were promised something that could not be fulfilled. I once called the customer service of my bank to activate my new debit card and the rep I spoke to seemed to know what she was doing but when I went to use my card it was declined. I immediatley called customer service again and the rep apologized and advised me the previous rep had not activated my card. I was angry but I did not take it out on her because she corrected the previous reps mistake and I understand her position. I understand that she is a human being that has emotions and like all of us she is working to keep food on her table and a roof over her head. I want customers to think how would they feel if they were the ones taking calls everyday in small cubicles,every other call is someone insulting them and expecting compensation. My point is we are just trying to do our jobs we are there to assist our customers in any way we can as long as we dont break the rules and regulations that we have to follow. No cell phone company is perfect and i havent found one that has the words "coverage is guaranteed everywhere if you find a place where we dont have service you can cancel your account without an early termination fee" written in its contract yet. To the customers that do understand that we are human beings that we are representatives of the company but we are not the company itself,that we are also working to keep roofs over our heads,and that we are there to assit them 24 hours a day 7 days a week even on holidays if you doubt anything a customer service rep says call back in I always do because the second rep may give me info the first didnt. To all of our current customers Thankyou for choosing T Mobile and please dont forget that we are there for you 24 hours a day

Ok where do we start I see from reading on the web every and I mean every cell phone company has complaints written about it. I have had two cell phone companies one was cingular and the other t mobile of which both had there goods. I had more problems many more with cingular. The biggest of which was billing to Whicita which we were no where nears. Lots of roaming when we sat in our homes which were in our call area. So many companies have there problems in fact I have read many on line complaints about several cell companies and if I did not know better I would think I was listening to the same company over and over but they were different. T mobile has been excellent coverage is fabolous and billing has been on the money. I was a customer service rep for a cable company and American Express and know what reps go thru. Most really do want to do a great job most reps really deep down want to help the customers. I hope my 2 cents helps those to understand all companies have problems and t mobile has too but in my experience there reps are great.

The rip off here is that all wireless is in a stage that no "off the street" person will ever understand. My opinion... i have never asked someone to give me another chance...if i dont pay my bill.. then i should have my phone turned off... i sit on my phone line and i watch the millions of people that want to blame one mobile carrier or the other .. and i take a deep breath... and i think to myself .. what would i do?... would i give everything i had for a phone? .... or would i give everything to be me... what would you do?

As a supervisor in Customer Care, I frequently get calls that are given to me from my reps. Many times it is to compliment the excellent service. Sometimes a customer will call in and want to talk to me about thier bill. I would like to just point out a few things so that you understand that we could not possibly be adding calls to your records. Cellular phones by T-Mobile run on GSM technology which have been used in criminal cases to prove a persons whereabouts. We have no ability even as Supervisors to add any type of call to your bill. These SIM cards will cancel out if another card with the same #(cloned) accesses the network, thus making the account useless until we fixed it. There is more to it though. I myself have gotten a huge phone bill before. I felt sick to my stomach when I saw that I owed verizon $450 and I didnt know why. I had no Idea on how I was to make that big of a payment. I called and they explained it, but I still didn't get it. This was a few years ago before I worked in this business. I ended up paying the bill. I didn't cuss at the rep. I didn't complain about the company. I took ownership and paid my bill. We understand what iit feels like to have a problem like that, but we did not cause it. We are as polite as possible, but how nicely will anyone ever think being told that "$600 of charges are valid" is? There are times where our reps are less helpful than they should be. We try to coach them to excellence. Overall, they all want to do a great job. After getting called stupid, yelled at, and treated like an idiot, they can get down. I try to make sure they keep focus of the goal, and that is your satisfaction. Please help me when you call by being polite. I promise that if you are you will always get a courteous and friendly agent.

I had voicestream when it was called voicestream and I recieved a bill for $700 when my bill had never gone over $100, and I had calls to places I had never heard of, I called and talked to the customer service and they said that my bill was correct and that I owed that much, I tried to explain that I had not made the hundreds of calls and that someone must have cloned my phone or got the signal crossed, my bill also showed that I called my work several times while I was at work and that I talked for hours, I never use my cell phone at work and I surely wouldnt talk to anyone at my work for hours on end. Even the supervisor told me I didnt know what I was talking about and that I should pay the required amount. I then told them and wrote them w/ my bill and told them I would not pay until they fixed my bill and I would pay my normal service charge. Nothing was ever done with this and now it is on my credit but I will take that hit rather than pay money to a company for something I didnt do.

Ok here is a few things. To start read your contract it says " We do not guarentee coverage everywhere " Also if your kid could die at school wouldn't you want to put a landline number because your cell could get lost or battery could run dead. I wouldn't leave my kids life depending on something that could get stolen or left behind. Same with business if it's that important please use a landline. T-Mobile isn't the only one with this problem. Cingular, AT&T , and all of them have areas where there isn't good coverage.

I STARTED WITH T MOBLIE IN MARCH AND THEY HAVE THE WORST SERVICE WHEN YOU CALL THEM I CANT WAIT TILL I AM OVER THE CONTRACT . THEY TOLD ME THEY WERE GOING TO PUT LINES AROUND MY AREA TO GET BETTER CONNECTIONS . MY CUSTOMERS CALL ME ALL THE TIME BUT I DROP MY CALLS ALOT WITH THEM EVERY TIME I CALL THEM THEY GIVE ME THE RUN AROUND THEY WILL FIX THE PROBLEM AND NEVER DO . I LOOSE ALOT OF MONEY BECAUSE OF THEM MY CUSTOMERS CALL ME ON MY CELL MOST OF THE TIME ....DO NOT SIGN WITH T-MOBILE EXPECIALLY IF YOU GET IMPORTANT CALLS . YOU PAY FOR NOTHING NO CUSTOMER SERVICE FROM THEM.I DONT CARE IF I HAVE TO PAY MORE FOR SOME THING THAT WORKS .BUT I PAY 10 DOLLLARS LESS A MONTH BUT I LOOSE 2,000 DOLLARS A MONTH BECAUSE OF THERE SERVICE .... DO NOT SIGN WITH T MOBILE EMAGINE IF YOUR KID GETS SICK AND DIES AT SCHOOL AND THEY COULDNT GET IN TOUCH WITH YOU ....

I had VoiceStream for about 4 months last year. And, compared to the cell phone provider I had before them, MCI WorldCom, they were pretty good. The only problem I had wasn't really their fault. They are (or at least were) the only wireless provider that did not offer free evening minutes, just weekend minutes. My moron brother, who dropped his phone in a toilet, and like a genius, put it in the microwave to dry it out, ruined his phone, and decided to use mine. To call his girlfriend. From about midnight-4 am every night. Yeah, I got his nice little $400 phone bill. Just great. I had to break my contract will VoiceStream because I moved to Alaska. This whole $400 bill was happening as I was moving, and when I finally got here and got internet access, they had cancelled my account, and sent everything to a collection agency. So, on top of my brothers moronic $400, I had to pay the $200 early cancellation fee. So, word to you all. Keep a tight hold on your phone, and don't let anyone near it, most big bills, if you're sure it wasn't you, are caused by a moron using your phone. And something to all of the employees, who say they are worried about the customer and try to help them, you aren't really making a good name for yourselves in some of these posts, if you're half as polite on the phones as you are in the posts, then you are still the rudest people in the world.

I'm a senior rep for T-Mobile and I've been with the company for over 3 years. First, I'd like to mention that T-Mobile is currently #3 in Customer Satisfaction for all wireless service providers. You can't deny, we have the most minutes for the least money. We are also the ONLY wireless service provider that operates with only ONE billing system, most other companies have at least 3. As far as your issue with coverage, we recently got a roaming agreement with AT&T where our customers can share each other's towers, thus greatly improving coverage. I am not here at this website to place blame on our customers for their problems. I'm curious - when a customer comes to this site to post a complaint about T-mobile, how often to they check the OTHER mobile phone company's complaints also? They all sound the same - no matter what company the complaint is for. All I can say is I strive each day to give each customer I speak with such excellent & outstanding service, it knocks them off their feet. I truly enjoy my job - you could say I'm a workaholic - But we're all human - everyone makes mistakes once in awhile - I'm not denying that there are reps within my company that aren't providing our customers with the service they deserve. That's why calls are randomly recorded. As for the rep who left you on hold forever & never got you a manager - if that call was recorded - she would get an F- by our Quality Assurance department and would immediately be pulled off the phone to talk about it with her supervisor. If the rep frequently does things like that, sooner or later, she would no longer be an employee. However Jovada, after reading/deciphering your complaint about my company, it sounds to me like you're very unclear on why your bill is the amount it is, and your issue is very vague - Have you found out yet why your bill was over $600.00? I hope that next time you call us, you get one of the excellent, knowledgeble reps on my team.

you said, " This company was once a well run company(Voicestream) until the merged with T-mobile" Let me start by saying, T-Mobile did not merge with Voice Stream. We changed our name. Everything else remains the same. The hold times can be a bit long but when you go from 7 Million customers to 10 million in less than a year that would explain some of that wait time. Now about your charges, hmmm where do I begin let's see.... Every day while I sit in my cubicle taking calls, I look forward to another day where I can attempt to make a difference for one of our customers. When I say that I mean it. There are customers out there that have legitiment questions about their bills. T-Mobile is not perfect and I'm sure has made some errors but we try to limit those errors. I would like to know what mobile phone company out there has not been accused of ripping off the customer....can you name one? I always hear from our customers ...Well I'll just go to cingular. Ok, that is your choice Sir, but it is important that I tell you Cingular lost the most customers out of all wireless carriers in the forth quarter so I hope you were not expecting something better. Another famous one is ...Well, I'll just use Cricket. Again if you want to invest your hard earned money in a sinking ship that has just declared bankruptcy then be my guest. The simple fact of the matter is some of our customers, normally the same customers who hate us call in and expect and demand ridiculous things! Here is a perfect example: ME, " Sir I am showing on this account you have used 3,438 minutes and at .40 a minute that is 175.20 in overage. Customer, "Well I never used that many minutes. I will dispute that because I know I didn't" After explaining to the customer that a valid dispute is not, " I know I didn't use that many minutes" The customer usually ask can I change my plan and make it retroactive. NO NO NO HECK NO!!!! Why would you even ask that???? Do you go to Vegas and place a thousand dollar bet and tell the dealer, " I want my money back because I never bet that much" Heck no they would laugh at you and then probably throw you out. Do you ever call your Public Service company and say, " I never use that much power I want half my bill back" NO....because you know if you did they would shut you up and shut you off. So why is it different when it comes to mobile phones? My guess is because there is so much competition out there customers can afford to pick and choose and demand this and that because they know where one company will not let them have their way another is right being that will. But sooner or later the company will realize that the customer is bad for business and they will be treated the same. If you want a good experience with T-Mobile it's really simple choose a rate plan that will suit your usage and pay your bill on time. In closing, please use your head. When you exceed your minutes by $600.00 take some responsibility for your own actions and try not to blame everyone else for your phone usage. And for the 98% of our customers who ARE responsible and that do love us let us know and Thank You for choosing T-Mobile.