It has taken me two months of incessant calling, faxing and emailing to eventually get someone at T-Mobile to tell me that I can get an Indemnity form from my bank to get back the £40 that was taken (without my permission) out of my bank account. Repeated conversations and no help. So, naturally, I withheld payment on my account - a normal response really considering they took my money without asking - this was not for a bill. There was no reason for it. Perhaps a mistake, or fraud, still they can not tell me - although fraud are looking into it. And one day later, they are banging away at me to pay them. Really not a good service. Have had many other minor issues with them beforehand - so unhappy with the service. Would not recommend EE, T-Mobile.
Somebody stolen my phone yesterday! But I still have insurance till 23th July 2013! And it's covered this trouble!!!!!!!!!! BUT --- when I call to customer service T-Mobile - they give me information that my insurance was canceled!!! It's really bullshit - because I have the paper where I can see that it's still working!!! Insurance company don't see my insurance at all!!! The guys at the store also see my working insurance ( 5555 W ATLANTIC BLVD, MARGATE, FL 33063, 954-975-8682)! But nobody wants to help me - they tell me that it's my trouble and they don't want to help me!!!! Someone on the line (some manager) told me - I can deleted your insurance and give you back 11$!!!!!!!!! Are you serious?! Give me back my money for the phone!!!!!!!!!!! I really will go to court!!!!!!!!! And they give me money for moral damage too!
T-Mobile, since they have joined with Orange and changed their name to EE, have gone downhill, no proper network coverage, very unhelpfull customer service staff. I would advise you to stay as far as possible from them. They are here just to take your money, and then dump you.
I took out a T Mobile mobile broadband and after a few weeks I began having problems it would run slow and drop out then I would get massages stating I had used 80% then 100% of my fair usage policy. I contacted customer support and the confirmed there was a problem and that I had not used nowhere near my download allowance but for some reason even though Imy plan was for 5MB I was only been allowed 1.5MB there was a fault with the product and the EE engineers would investigate. I took out the plan in October 2012 and I still having the same problems now despite contacting them on a regular basis. In April again their engineers would investigate and would call me back they never did. Now though they admit there may be no solution to sorting the problem out I asked for a partail refund as i have not enjoyed the service which I signed up for the refused and now state they have no knowledge of my concerns befor April 2013, I have been on hold on 21st June for 2hrs and never got to speak to their technical department, then a further 1.5hrs on the 22nd only to be told that their engineers wanted to contact me from April to turn off my laptop and remove the dongle and the problem would be sorted !!! this as i guessed did nothing and was still getting usage policy emails., and a further 1.5hrs today, I was dealt with quite rudely by their customer service as again they admit there is a problem with the service but their not prepared to refund me for a service which is not working and reinburse me for the time on hold which has hit hard on my phone bill. I woould not recommend T Mobile they are nothing but time wasters and crooks !!
Having been a customer with T Mobile UK for over a year I decided to end the contract early, as there was better deals on the market.
I duly paid the remainder of the contract on two handsets and £60 to get the unlock codes for the two handsets, this is when my woes really started.
Codes were requested in 18th Dec 2012, heard nothing from them so contacted them on 13th Feb 2013 got told some mistake had happened and the codes were not ordered.
Still hadn't heard by 8 March so called again, most apologetic will get it sorted.
11 Apr comes round and still no codes, phone again got told there has been some mix up again, promised it will be dealt with, I wanted to talk to supervisor and was told none are available, one would phone back. They never did.
14 Apr receive email from them with one unlocking code, ffs what do I have to do??
Left it until 10th Jun before contacting them again as work had prevented me from keeping on at them, was told that they we sorry but there seems to be some problem again, by now I'm furious and want to talk to supervisor, none available, no call back either despite it being promised.
Call again 18th June as have not received a call yet from the elusive supervisor, after a long call with customer support, I am promised a code within 24hrs, believe it when I see it.
Supervisor did call back after a few hours but wasn't prepared to even admit blame on their part and would not offer a refund on the unlock code that I have not received, never mind all the cost of the calls to the customer services trying to get the issue resolved or the depreciation of the handset.
After this carry on I would never use T mobile again, and would advise others to pay heed to the overall rating that T Mobile has received, its low for a reason.
I have been with T-Mobile for over 4 years and I had very little problems with them. Nothing major, everytime there was something it would because of the phone I had not the service. Though T-Mobile has been good to me, I have a mobile carrier with the same EXACT service for a cheaper price and a overall better plan. $49 no contract unlimited talk, text, and 4G data with 4gb cap no the 500MB or 2.5gb that they offer. I love this mobile carrier and I am so glad I moved on! Please send me an email if you're interested email@example.com
I was fairly unimpressed with T-Mobile but they managed to hold onto me as a customer with a fair price plan. Less than a month into my new contract, I received a text telling me my price plan would increase by £1.18/month. I called their customer services to complain to be told by a very rude representative to "read your terms and conditions" which I did. I then tried to cancel my contract, as it stated in the terms and conditions that I have the right to do this without incurring any additional charges if in response to a price increase. The service I received from this point was worst than abysmal! I spoke to three reps including one supervisor, all of whom said they'd call me back when they'd looked into it....none did! I finally tracked down the supervisor who denied I'd ever received a text stating that the prices were to go up so I was unable to leave. I have NEVER received such bad customer service and will be leaving T-Mobile as soon as I can (NOT paying the £480 cancellation charge!!!)
Where do I start... 1 terrible customer services. 2, 3G service non existent almost since 4g launch. Robotic uncaring a damn right rude agents in the Filipino call centre(hardly tmobile uk)
At the end of my contract after being over charged I was promised the overcharge refund between 14-21 days... 21 days no refund, call to ask where it is then to told minimum 21 BUSINESS days. 21 business pass. Still no refund. Customer service couldn't care less. Avoid at all costs!
The service has been OK, until I lost my phone. I called their support to block the SIM card, and I was told it was impossible to block the SIM card right away, I would have to rely on an automatic auto-blocking after 6 months of non usage... so somebody might be using my phone right now, preventing the auto-blocking !
I ordered a phone but then cancelled my order. After two months of being told my refund would be in my account the next working day I gave up trying to get a refund through T-Mobile. I then had to do a charge back through my bank.
Terrible customer service that gave me the run around. AVOID!!!
This is my complaint on their Facebook page!
So I've canceled my line with your company 3 months ago but for some reason I'm still paying the bills, so naturally I stopped the direct debit & called your company to confirm that no more payments should be coming out & then they said yes and agreed, now I've received a letter from your debt collection company threatening me for legal action (So scared I slept under my bed for weeks).
I called today and spoke to an agent who was so rude, confrontational, threatening, sarcastic and very unprofessional (mandatory requirements to get a job at EE), when I asked to let me speak to a manager about the account he refused & said I can not speak to a manager about an accounts "its the rules", obviously with his sarcastic remarks & confrontational comments I asked to speak to a manager to complain about him causing me distress and surprisingly he said no "its the rules", he said I can write to the head office which will take weeks for them to reply to, and he said I should just make the payment anyway, extortion? Something I don't use I should pay for because you will take legal action (whatever as if that scares anyone), I know I'm not in the wrong, so I have no problems with legal action, at least then maybe I will get to see a manager (probably not). To show you how great the customer service was from this this Michael (I have his team number), he hanged up on me, maybe because he was worried for my health?
I call back the center and I go through to someone who I think is in the Philippines who did not understand 97.3% of any English that I said and I did not understand 99% of her English (at least she understood 1.7% more), after half an hour trying to explain to her my issue, she agrees to put me through to a manager... then sadly while I was holding she hanged up, so talk about time wasting? I wasted 2 precious hours of my life speaking to your great team who has no idea about customer service or basic human etiquette, I have decided to not pay as I do not accept blackmail or bullying so before we take legal action or whatever, I want to know who I have to invoice for my 2 hours wasted as I run my own 2 businesses? I can send you my BACS number if cheques are not your preferred choice, also I would like to know when we go to court, shall I wear a red Blue tie (for T-mobile), or an Orange tie or like a bight green (for EE), I'm now also writing a letter to the head office, OFT & FTC. I'm also going to make sure everyone knows about your perfect customer service, so I will be tweeting about it, putting it on Facebook & on my Blog.
As a gesture of good will, I get free Barclays business training for customer service & how to attract customers, that I can gladly send to you (I only have 2 tickets though), You can have my tickets. Also I will check with Vodafone if they can book you a training day, I'm glad all my 3 lines are now with them and I would recommend them to anyone, but I would not recommend EE even to my worst enemies, It seems like I'm not the only unhappy customer, looking below I can see everyone is having a very bad time with EE, keep it up your doing well, this surely is not the way to do business but you all seem to know what you are doing.
I will not charge you for writing this complaint, it's fun & other customers deserve to know what they are in for. Hope you have a great day EE, say hi to the managers for me.
Scott Bruce Lawson found this review useful
Had a nightmare with T Mobile. Customer services rude. Couldn't wait to get away from them. Fully paid up at end of contract only for them to register a default on my 'perfect' credit file.
Wrote letters to them with no response. Emailed them. No response. Made an official complaint with no response so have been left with no option other than to complain to trading standards.
How do they get away with such disrespect for their customers??
Scott Bruce Lawson found this review useful
I have been a loyal TMobile customer for 8yrs and have been miss sold an upgrade and contract which eventually resulted in your store staff threatening me and my property and the police being called to the T Mobile store on the Kings Road SW3.
The main points are as follows:
1, your South African upgrade team tried to sell me a £25 plan on the high street for £29.50 as an upgrade.
2, Had to speak to three different team members before I agreed to taking a Nokia 920 with 2000 minutes for £23.50.
3, I was told the phone could only be delivered to my home and therefore took the Friday off work to wait for delivery.
4, No phone or paperwork was delivered.
5, Monday was harassed at work by a third party upgrade agent whilst at work and explained to them that I had already agreed an upgrade.
6, Monday evening, still no phone or note from delivery.
7, Monday evening 18.30-22.00 spent speaking to the leaving team as it appears the the phone dispatched was a Nokia 820 and 1000 minutes for £23.50. This was not the contract agreed on the Thursday with Murray upgrade team leader in South Africa call centre.
8, Monday evening, Billy, ext 403 of the leaving team agreed to recall the phone and the contract that was wrong and a new contract was agreed, Nokia 920, 2000minutes for £18 per month. We agreed that I would go to the store on the Kings Road to collect the new phone and the contract. I was also told that a member of the team would give me a call to ensure all was ok. No call was made.
9, I attended the store at 16.30 and was initially brushed off by a member of staff and had to call 150 to enquire what had happened.
10, Another staff member was more helpful and found the new contract information on the system. He was not able to proceed with the upgrade as the notes on the system said that I had received the new handset and contract and therefore could not have another. I requested that they call the leaving team and speak to Billy who I had spoken to the night before but instead my request was ignored and was put back in touch with the upgrade team in South Africa. The whole circle started again.
11, by repeated requests I was put in touch with customer services and almost 2hours after entering the store the customer service member had sorted the mess out.
12, However by this time the store was closed and locked and the staff had left the shop floor leaving me alone with all the goods and accessories.
13, I had to knock on the back room door to alert their attention.
14, I passed them back the phone to let them speak to the customer service person and they said there was nothing they could do as they had switched off the system and cashed up, even though they knew I was there and was dealing with an upgrade.
15, I then expressed my deep unhappiness of how I had been treated and refused to leave until they sorted out the issue. I had been there for 2 hours.
16, The initial member of staff who had initially brushed me off then proceeded to scream at me, pick up my iPad and threaten to throw it onto the street, try and push me to the door.
17, The same sales person, Greg? Then called the police and I waited outside the store till they arrived.
18, Two police attended the scene and we both gave our evidence, the police cautioned your member of staff against touching and threatening members of the public.
19, The police advised me that this was a civil matter between Tmobile and myself and should proceed accordingly.
20, I will be in contact with OFCOM
Vidyadhar Navale found this review useful
i buy a phone from t-mobile to find out that the phone was not working also buy a credit with the phone when arrived there was no credit on the simcard and the phone was saying emergency numbe,r only phone t-mobile to discuss this with them so they could sort it out all. I get was them be rude hanging up the phone and told me they cant hear me and also putting me through to other department, and i am told that they will send me a bag to put the phone so they can fix it have not recieve the bag yet been 4 days also was told to go the shop so they can top up the sim i never buy the phone in the shop. I buy it on there website t-mobile i have 3 contract with them and am going to terminate, all been with t-mobile for 11 year and back than if you had a problem they would help you and never had to complain, but seen 2 year ago i notice they have become the worst customer service ever and am goin to change to a different mobile network.
I am a customer of T-MOBILE.
I have a pack of "THE FULL MONTY" which says that there is "NO FAIR USE POLICY"
It's a BIG lie.
It has many locks.
Internet is rubbish, you can not see your email and a video after 12:00 pm.
Every time I call customer service .... tell me a different story.
I do not recommend "T-MOBILE.
You can not complain on the FACEBOOK page ... you block them.
I did ... catches put my speed Internet .... Always thought .. package THE FULL MONTY has FAIR USE POLICY ..... they blocked my username ... I can no longer post them on facebook.
To this day .... T-Mobile to solve the problem of internet conection.
It is much more stable and fast .... thanks for solving the problem.
Problem solved the day 17/05/2013.
on 1/05/2013 at EE store in woolwich arsenal i signed for Unlimited package deal for £21 amount which was on offer .
After 1 week received letter from t mobile conforming totally different contract i called to customer service team and they asked me to i fax them my agreement to them which i did after 2 attempts they said i must go back to the shop and talk to the person who sold deal to me ,So i did but this time i got very stupid answer from sale team in shop "sorry we sold you deal which was expired on that day so we put you on different price plan which was same amount and now we cant help you regard cancellation please call customer service " . I signed on paper for unlimited package . this is 21century biggest scam at all time with big company in UK .
My phone was stolen. I need some documents for insurance from t-mobile and just cannot seem to get them. I have had them "posted" to me twice and although every other letter sent to me finds its way these documents don't. I phoned to complain and was sent to a store to pick up the documents. The store had no idea what I was talking about. I called tmobile and after a chat between the operator and person in the store I was told they couldn't help me. I called again and demanded to speak to a manager but this was refused even though the website says if your complaint is not resolved you can speak to a manager. After calling to cancel my contract (which had a 15 minute wait showing how many others want to cancel) I was told it would all be sorted out and sent to another store. Again they didn't know what I was talking about. I am now cancelling my contract and taking tmobile to court over any cancellation fees due to lack f service. I advise others to do the same
Just had an EXTREMELY negative and frustrating experience with T-Mobile retentions team. An advisor offered me a particular deal (too good to miss) and I accepted. On call ending I received a confirmation message with a different deal altogether. After spending over 1 HOUR trying to get back in touch with them I was told by a manager that the advisor had updated the same deal as what was on the text and that they had to take his word for it. I asked them to listen to the call and get back to me and the manager advised me to put this request in writing (?!?). As a result my original cancellation request has been rendered 'void' and I now have to cancel again giving them my notice period from scratch. Ofcom complaint to follow!
seems that most people have had the same or similar experience with this rubbish , I always seem to be in the area 1% they reckon they don't cover , now like so many others stuck with a contract i cant get out of without paying through the nose to buy out despite the fact they do not fulfil their part of said contract by providing a service .They do not .I live in an area that according to their coverage map should have an excellent signal , i rarely get more than one bar up on my S3 and almost never get anything other than basic net connectivity if any ! Yet my O2 one sat right next to it always stumps up full service with high speed internet connectivity . Their so called customer service cannot be described as such ..Yet another fine example of Rip off Britain !
Thank you for helping out the MILITARY by RIPPING ME OFF while I am deployed!!!! Really nice of you to let my wife, who has POA (power of attorney), pay the bill but tell her you will not restore service to the wireless hot spot. Very nice of you to support the troops like that and just what I need to make my day over here!!! Thank you for charging me for the 4 months the hot spot was turned off and making my day with $175 bill for ZERO service....I will NEVER purchase another T-Mobile product as long as I may live!!!
Ive been with T-Mobile for a few year now and had never had any trouble until the latest phone i got was rubbish with many many problems, I kept ringing to see what they could do about it and all I was told was i had to send it off for repair and they would send me a silver bag to send it in, well 3 weeks later i STILL hadnt received the bag so rang again and they sent another out, got the phone repaired but 2 days later it broke again! so again i rang them and told them my frustrations, anyway to cut a long story short after 4 months without my fully working phone (which i was still paying for) and 3 trips to the repair shop they allowed me to get a replacement of the same model (but after all the trouble i had I no longet wanted that model but they refused to change it for me!) Then a few months after the new one kept giving me many of the same problems I rang them again and yet after all the trouble (including being threatened to be BLACKLISTED for withdrawing my payments even though it was because of them) they expected me to send it off another 3 times in order to get another replacement of the SAME MODEL!!, after complaining and asking to speak to managers (yet refused) I ended up having to write a whole long letter, but AGAIN they refused to help me, if they really expect me to pay for a phone and a service im not recieving they can think again, i have a new plan set up and am leaving T-Mobile forever NEVER again will i get somthing out with them they are rude, unhelpful and full of rubbish!!!!! nice as pie to you when they want somthing and are fine at upping the contract price every month but when you ask for somthing your self well your going to get nowhere!!! worst phone comapany EVER! plus the reception area is getting worse and worse aswell!!!
Couldn't have a conversation without having to fear my signal would dissapear. Never full signal. And almost never 3g. Went to the t-mobile store in Corona 4 times, where they tried to help, but nothing worked. So they told me I just had to keep the sim (no compensation - only used it 4 days out of a month) Would never use t-mobile again!
One of the worst companies I have ever had to deal with. I was miss-sold the product over the phone - a sim only monthly rolling contract. Then I cancelled the sim by email within the 6 day cooling off period and returned the sim! I hadnt even used the phone ONCE! Now I am being chased by debt collection agency. I have tried to contact T mobile, Only to be told I haven't cancelled. I said I had a confirmation email as proof. They said they had no way of receiving my evidence, so must go into shop. I had no luck there, they just didn't know how to deal with it so after trying for ages to find another email address for customer services, I sent an email, only to get a reply saying :
'Please accept our apologies, we are in the process of improving our e-mail service, and cannot deal with your e-mail enquiry at this time" - OH THE IRONY.
I rang again and I was told I could only cancel verbally, then why do I have an email confirmation from customer services?
The website is really difficult to navigate. I have gone back to o2, but now I am being charged for both o2 and T mobile. Tthe whole point of going to T mobile in the first place was to cut my phone bills because I am financially strapped). The plan was miss-sold to me. This is not acceptable.
NEVER USE THIS SHODDY COMPANY
I left when I discovered an unfamiliar phone number on my account but this was only the last straw. I've lost all trust in the company and strongly felt that I was being taken advantage of.
I would agree things with them by phone (monthly charges, contract renewal etc) which wouldn't materialise. While they weren't doing the things I asked for they kept increasing my (along with every other customer's) bill without any consultation. I was even told there were no fees for leaving and then charged a fee. I simply couldn't rely on what they told me.
As far as I know I'm now free and I'm very happy about that. I won't be going back to T-Mobile/EE.
This is possibly the worst company i've ever had the misfortune to deal with. I cancelled my contract after 18mnths and my direct debit. Received a few threatening letters. Phoned the imbeciles in customer services to told it was a 24 mnth contract because i'd signed up in a t-mob store, meaning it would be 24mnths by default. Explained that i'd never set foot inside a store and had signed up online to 18mnths... operative hung up on me! Negotiated their infuriating call-handling system again, had to fully explain myself AGAIN was hung-up on AGAIN!!! Got through again etc asked to speak with supv / manager...apparently as a mere customer i'm not entitled to! Asked for names/id numbers of the two who'd hung-up on me previously...not entitled to know.
Was told i could go on a 24hr call back list where a supv would ring me, at any time. I explained, as a shift-worker, this wasn't very helpful. That's just the way it is sir. Finally had to send registered letter outlining the issues. No reply just another generic letter telling me, amongst other things, that i needed to just pay or deal with debt collectors.
All in all absolutely appalling service. I will NEVER USE THEM AGAIN AND NEITHER WILL ANYONE IN MY FAMILY, amounting to 100's of business years. Sad thing is t-mobile couldn't give a damn.
Finally, when i agreed to pay my balance, just to be shot of them, i was in the process of asking (politely) to be removed from their mailing lists when they hung up on me (for last ime ever!!!!!!!!!!!!!!)
Obaid E Muhammad found this review useful
Very unhappy with service I have received from Tmobile. I have just received a final bill of nearly £50 for calls I made within my 30 days notice although I still should have had call allowance left until the last day of my contract. As soon as I gave my notice they started charging me for the calls I had made. Not happy with the money I have spent over the years they try to bleed my one final time. NEVER going with these again. Good Riddance!
REASONS OF LEAVING NEGATIVE FEEDBACK?
1. I GOT CONTRACT OF 2000 MINUTES/MONTH FROM T MOBILE. MINUTES WAS FINISHED WITH IN THE MONTH DURING THE BUSINESS USE. T MOBILE COMPANY ADDED MORE MINUTES IN TO MY WITHOUT MY CONSENT AND MAKE A BILL OF 595 POUND APPROX. THREE MOBILE COMPANY ALWAYS INFORM THE CUSTOMER VIA EMAIL TO THEIR CUSTOMERS ABOUT THE ENDING ALLOWANCE BUT T MOBILE COMPANY NEVER INFORM THE CUSTOMERS SO BY THIS WAY THEY CHARGE THE CUSTOMERS ON NAME OF EXCEED ALLOWANCE LIMIT. T MOBILE COMPANY HAS GOT THOUSAND OF CUSTOMER BY THIS WAY T MOBILE LOOT THE MONEY OF THOUSAND.
2. BE CAREFUL IF YOU MAKE CONTRACT WITH T MOBILE COMPANY TELL THEM IF YOU EXCEED ANY ALLOWANCE LIMIT YOU SHOULD BE INFORMED VIA EMAIL TEXT. SO THAT CUSTOMER CAN SAVE THE MONEY AND USE THE ALLOWANCE CAREFULLY BUT T MOBILE COMPANY DONOT PROVIDE THIS SERVICE TO THE CUSTOMERS. IF THEY PROVIDE THIS SERVICE TO CUSTOMERS THEY WILL NOT ABLE TO EARN THE MONEY BY HIDDEN WAY.
3. PLEASE CHECK EVERY BODY PAST MONTHLY BILLS YOU MIGHT HAVE BEEN CHARGE ONCE FOR EXCEEDING ALLOWANCE LIMIT.
4. CUSTOMER SERVICE IS ABSOLUTELY RUBBISH.
5.PUT ALL THE BLAME OF THEIR MISTAKES ON YOUR SHOULDER AND TRY TO PROVE THAT CUSTOMER IS WRONG.
MOST OF THEIR CUSTOMER REPRESENTATIVES BARELY ABLE TO SPEAK ENGLISH
5. REQUEST YOU PLEASE ALL CHECK YOUR DIRECT DEBITS WITH T MOBILE COMPANY.
6 .T MOBILE STAFF HAS NO EXPERIENCE HOW TO TACKLE THE ISSUE.
7.WASTAGE OF TIME AND MONEY WITH ZERO SOLUTION OF YOUR PROBLEMS.
8. T MOBILE COMPANY PUT CHARGES ON CUSTOMER SHOULDER BY MAKING EXCUSES.
FOR EVIDENCE PLEASE READ ALL THE REVIEWS OF THE CUSTOMERS OF CUSTOMER GIVEN BELOW AND ONLY 2 STARS ???.
AVOID AT ALL COSTS!
I wouldn't even give them a full star if it was an option for this review. Their so-called "customer-service" is a joke.
I've been trying to get my phone unlocked for MONTHS now as I've moved to another country. I've contacted T-Mobile UK customer service on multiple occasions to try to get this sorted out. Each time the staff in the Philippines have been condescending and useless, telling me that I would receive emails "This week", "within 24 hours", "Sometime this week". Months later, after quite a few expensive calls (they charge £1.50/minute to call customer service) nothing has happened.
On top of that, to cancel my contract (as I have now moved out of the UK) they told me that I need to pay £500. Their incredibly helpful advice was that I should just sell my iPhone5 on ebay to pay for terminating my contract...which of course would leave me without a phone (p.s. no one wants to buy a used LOCKED iphone on ebay.)
I am furious with this company and seriously hope that they get shut down soon.
Evil existing EE is beyond a joke, several problems with them upon starting the contract.
1; the contract I have with them is different from what I applied online, then the billing starts........
2, I had gone over my data usage despite using my home wifi!!
3, I continuously check my balance and get high unbilled expenditures
4, phone gets locked of because apparently gone over my limit, how when speaking to customers services the previous I was give 600 free minutes upon query of my spend and also changing my price plan.
Tmobile trust me when I say if this continues you will get noooo money from me, and I would happily go to court if these shoddy services continue. I have no doubt in my mind you ARE a rip off. You need to review all your services if you don't want to be in receipt of lawsuits for breach of contracts, as I see and already know you have a below standard reputation.
I agree 100% with other reviewers. I have contacted them 9 times about the same issue and nothing has happened. I make a note of the staff name, number and time and date of the call and it makes no difference. They just fob u off. Twice I was promised a manager call back and nothing happened. I have been promised my money back within 3 days on 5 occasions and nothing has happened. I cant actually believe how bad the customer service is. The worst I have ever experienced. They are in the phillipines and just have no sense of logic or service. I will never use this company again and will ensure my friends and family will never use them again either. Never has a company made me so angry that I have actually lost the will to fight them and have just given up my complaint, because they do not give a damn. They will not listen to calls and will never let you speak to a team leader or manager.
I have been told complete lies on 9 occasions by 9 different people. How are they getting away with this?
I might put in a complaint to BBC watchdog, and if enough of us do something might change.
But seriously the worst customer service experience ever!
The service i received from t mobile was completely terrible and the lady was so rude. I had to ask if the call was been recorded and when she said yes and i could not believe how bold she was to be so rude and unhelpful to a customer. I have been a t mobile customer for about 5 years but i have started cancelling my lines. After the call today I am actually going to cancel the others and pay the off the line. the lady Teresa basically said she can't help me and then dropped the phone on me. the sad thing is she isn't the first t mobile customer service staff that has dropped the phone on me. A lot of my friends have had the same experience.I really do not know how they manage to stay in business. I am so shocked and angry at the service i received.
Im with them since a year with two contracts, one of them just finished and i wanted to transfer one of the numbers to the contract that is actually running. At the beginning (one year ago )they said to me that is possible to do it, once one of my contract is finish I (the employee) can do it for you, and now the said to me that if i want to transfer my number i have to leave the company to another network and come back, that means, im not going to be able to use my number in a few days... no internet... and is not a short process!!!! it takes me ONE WEEK!!
So T-mobile, thanks for your help, ONCE MY CONTRACT IS FINISH IM GOING TO GET OUT OF THE COMPANY.
I think is im a customer you should can transfer the number into the contracts, and then you are a LIERS!
It is a ripoff company with shocking professional standards around customer service and support. Was a customer for abt 2 years. Once the contract ended, I changed the number to another provider. They said they will cancel. But inspite of repeated reminders, they kept charging me for more than 6 months. I lost about 180 GBP to them before after a lot of harassment etc they finally cancelled my account. So much for me being a loyal customer to tmobile for the last five years.
Their customer service is shocking. The agents patronize you. All i can say is this is the worst company to have a cellphone contract with. Cant recommend others because i havent tried them (am in the lookout for an alternate provider). But a piece of hard-learned experience from my end is that - Please avoid tmobile like the plague even if you get good deals from them. They will take the money from you anyways at the end of the contract.. (they will get you one way or the other :()
I have anyways now raised the issue with the respective redressal forums. Let us see where it takes us
I cannot believe the incompetence of T-Mobile. I tried to join with them, and was asked for four different types of id. Firstly, this is very odd, I have a well paid Job and have never had to give so much id before. However I sent them it, but no reply. So I sent them it again, three more times. I still had no reply. In the end, I rang to be told my order was cancelled because one of the ids were not acceptable. No idea why they couldn't inform me of this? I sent a correct id, only to be ignored again. After five angry mails, all ignored, I gave up
I've had a few issues with T-mobile recently that resulted in receiving a very high bill for the month of January (hopefully being refunded this month)
The one thing they can't seem to get right though has been going on since 9th January and customer service just don't seem to be pulling there finger out. I just want to shout at them every time I have to phone up and chase up the issue.. but no.. so far I've taken a deep breath and been polite.
9th of January I phone them asking for the code to unlock a handset in order for it to be used on other networks - no problem, the code will be sent to you via email in the next 20 days - we'll charge your account for it in the mean time thank you very much.
25 - 30 days later, no email. Surprise surprise. Phoned customer service. Oh it should've been sent out. I should've received it. We'll send it out for you. You'll receive it in the next 3 - 5 working days.
Surprise Surprise still nothing. I phone customer service again. Not sure whats happening but I should receive it within 24 hours via email.
Waited a whole weekend and still nothing! I phone customer service once again. They still have no idea what they're doing and I should receive a call back within 24 hours. 24 hours passed and still no call.
I phone customer service again! The lady on the phone informs me that its been passed to the escalation team and the reason I didn't get the call within the 24 hours is because they hadn't received a response from the escalation team...
So.. I'm now sitting here waiting and wondering just how long I'll be waiting just to know what is going on and where a simple code has got to!
Don't go with T-mobile! They're customer service is terrible! If you have a problem, it takes forever to get sorted out! I can't be bothered to write about the other issues I'm having with them!
Dave Naylor found this review useful
I hate to keep doing this but I wont stop until its refunded!
UPDATE - Was informed of the refund coming back by the 13th Feb...didn't happen. Phoned up...given the 20th Feb and even promised a phone call, NOTHING!
I phone up today to find out that it has just been manually processed by the 'Finance department' and that it will take 14 days. I terminated my contract on the 21st of Jan and have been given 10th March as the date which I know it wont be. The phone assistant said "Sorry just isn't enough, I can understand your frustration"...of course you can. I asked if there was any note from monday when I called stating he would call me....NO! REALLY, You now lie to your customers.
Your quick enough to take everyones monday but very slow at giving it back.
T-MOBILE, YOU ARE A JOKE! My 14 day deposit has turned into a 8 weeks. Not even funny. Don't even bother calling the call centre, they have no idea whats happening, don't both going into store, they also have no idea whats happening!
I've had NO APOLOGY! STILL OUT OF POCKET.
Don't waste your time and money.
PS, READ BELOW FOR THE ORIGINAL STORY (11/2/13)
One day I made the mistake of taking out a contract with T-mobile, that decision has plagued me for the last 2 months of 2013. I decided (why!) to take out a contract and defect to Blackberry from Iphone. Place online order and recieve a delivery date (with no SMS)...I leave it a few days! Nothing. Phone Customer services who informed me I should had paid a deposit. No problemo, place deposit and receive phone...YAY!
Start using the phone, its not good. What was I thinking. Ok send it back, its within the 14 days cooling of period. I explain that I wish to continue the contract and merely change the handset. No problem! (Said cust services), send it back (paid for the postage myself) and wen't back to my old iphone if which I had to pay for the sim card myself with no refund so just to sort me out temporarily I spent £20 just to get rid of the bloody thing. The phone has taken a little longer to 'process' and I am advised to call back every day until they get it, in fact its taken another week. So about 12 days for them to process the phone though it had been received the day after I sent it.
So they finally receive my phone (after calling them every day)and tell me I can go into my local (Leamington Spa) EE/T-mobile store and I merely swap over the deal, i'm given my policy number and account number, fabulous...so efficient and simple. I walk in and am greeted by some miserable 18 year old, with long copper hair and some brick on a strap round her neck,who looks like she hates work! I get the whole..."Oh there is no upgrade option on your account", My response "I've just been on the phone to head office who tells me there is a note on my account", she responds "Sorry, we don't deal with head office".....REALLY!
So I get back onto the phone....get through. It turns out that my contract was actually terminated (even though I made it clear and a note was placed on my account not to do so!), so customer services would see what they could do for me to reverse the issue. The call operator could clearly see the note that had been made and confirmed that they had not read the notes on my account. She told me she would speak to her manager and they would call me back...that never happened.
Next day, which is now the twenty first of Jan, same thing again...I call customer service, ten million options in the automated labyrinth. Finally get through to someone (after 30 minutes) who tells me that they can go ahead and amend the phone contract (wow! that was easy!) so go forth and order my Iphone 5. She then tells me she will see if her manager can process the application faster through credit control so I get it the next day, "I'll call you by four"....its now four fifty, nothing. Oh the phone rings. Its her manager, he tells me that he has gone out of his way to call me (he's doing me a HUGE FAVOUR and been in meetings all day) however there is nothing he can do, as my last contract ended and a new one was attempted within 24 hours they wouldn't process the application. Ok, but you ended the contract against my request...then tried a new application without my knowing which could effect my credit rating. We called it quits and I was told I would get my deposit back within 3-5 working days (Though it could take up to 14)...Ummm ok.
That day I sorted out a contract with Three...quick easy, upfront and got the product within 24 hours! Brilliant. Next day I call T-mobile again (on my shiny new Iphone) to update my new number so they can contact me and to double check they had cancelled the Blackberry contract. All confirmed, will have my deposit back within 14 days. So I wait and wait and wait....
Its now the 4th Feb (14 days) and nothing!. Once again, call customer service...enter the labyrinth of options, non for customer service on there though. Finally I get through to someone who tells me that my phone call on the 22nd of Jan the amount was credited onto my account but not processed to come back to me. The phone operator had confirmed it was T-mobiles mistake but there was nothing they could do as it was being "Processed" and that she wasn't "Lying to me", even though I never suggested anyone was deceiving me. I just wanted someone who was competent. Its ok, you should receive it between 3-5 days but could take up to 14! REALLY...that means due to your companies incompetence I will have to wait up to a month for my money back. The manager can't process it any quicker, its being 'processed'
A few days later, I take to twitter to vent! @Tmobileuk, fabulous, they're getting someone to look into it and it should be with you in a few days. Fabulous. I can't through to a UK based customer services so Twitter always works. Roll on 11th Feb...Nothing. Contact tmobile via twitter, my tweets are deleted and customer services are ignoring my messages.
Call customer services, I get told it should be with me by the 13th Feb. Not good enough, but they can't do anything.
My verdict. I would rather be phoneless than use T-mobile, Orange or EE ever again. Being with network Three has restored some faith, customer service is great and responsive. Quick and not fathy, oh and they respond to emails and call you back. The sad reailty is, I am not one to complain about things because its too much hassle but these guys deserve it and I woud hate other people to go through what I have been through. Save your money, time and stress.
Dave Naylor found this review useful
I have been a customer of T-mobile for about a year, I have never had any problems to contact them about, so really no no issues at all for a while.
Until I made the HORRIFIC MISTAKE of getting my boyfriend involved in a contract with T-Mobile.
My problem with T-mobile has escalated for so long, that it is hard to even talk about it without feeling extremely frustrated.
All I really want to say, is that if you ever have an issue with T-mobile please do not expect to get any type of customer service from them.
1) They obviously have no interest at all in looking after their customers, new or existing, because they simply do not train their staff sufficiently to deal with issues correctly, at the very least to give you the right information.
2)Even when they have made an error and they know it they will promise to fix things but this sadly NEVER happens.
To the point that after 10th complaint to fix subsequent problems that have risen from their lack of training and their customer services complete ineptitude to deal with even the simplest requests, you still have solved nothing.
3)You then try to speak to someone higher up after you have exhausted all other avenues. Only to find that even this is not possible.
To finalize T-Mobile have cost me and boyfriend a huge amount of money, time and energy, they have driven me to rage, and still the problem is not fixed after nearly a month of calls.
After the many issues with just receiving the handset, my boyfriend never received his phone in the end, and he explained to T-mobile that he did not want to use T-mobile because they had let him down before even he had started his contract with them, and they still had the cheek to ask for a cancellation charge, and debited his account with his monthly charge.
I have never written a review about any company, however the experience I have had with T-Mobile HAS BEEN SO BAD I just had to share it. I very much doubt T-Mobile will do anything about this. I really do not think they care as long as they are making money!!!
That's the impression I get! VERY SAD!
Dave Naylor found this review useful
I upgraded a few weeks ago, decided to get an iPad mini.
I waited quite a lot time before they sent one out, but this is probably not entirely their fault as they are in demand.
However, after spending a morning in waiting for a delivery that failed to materialise, I called the couriers and found that t-mobile had not given them the right address so they would not deliver. Mistake #1.
I called t-mobile; after an eternity waiting on hold listening to terrible indie folk music, being passed over three times, then cut off (they did not call back, I had to ring again) I finally spoke to a friendly simpleton who told me she had rectified the address and that I could expect delivery the next day.
It did not show up.
I called back the next day and found out my address had not been corrected. Mistake #2.
I then ring up three further times over that week. The first time I was on hold so long I gave up. The second time I explained it all over again and the advisor had no record of any of this so I gave up and told them I no longer want it. She told me she would arrange it all and call me back. She did not call back. Mistake #3.
I then discover, to my delight, that I have been charged £260 for the bloody thing, even though it was supposed to cost me £79. Mistake #4
I call back AGAIN and am told that they cannot cancel the order until I have had delivery of the iPad and then sent it back to them. I said no way am I taking more time out to wait in for another delivery. And no way on earth am I paying my huge bill. They didn't have much to say to that, and really didn't sound like they cared much.
So far it stil hasn't arrived anyway as UkMail as just as incompetent as t-mobile, if not more so.
I am considering walking away from t-mobile and going elsewhere. Never mind the rest of my contract, I don't care.
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