T-Mobile Authorized Retailer — Local services in Edison

Worst office of the worst company, ever! It took me more than 5 visits and numerous calls to customer service to transfer from Simple Choice to T-Mobile One. Reps were unable to change my plan, so they suggested to open a new account, transfer all lines and then close the old account. They couldn't give me a final statement for the closed account right away on Aug. 17 and suggested to wait until it appears on the system so I can pay the remaining balance.

At first, instead of the family plan for all lines I was put into a separate $70/month plan for each line, so I came back on the next day and it was resolved quickly, however soon after that I discovered that data on some of the lines was not activated. This was resolved after a call to customer service.

After the old account was closed, I had no access to view my balance for my old account online and I haven't received any closing statement, so on Aug. 25 I have visited an office to pay the remaining balance and was assured that I have no remaining balance. One month after, on Sep. 22 I have received a statement for the old account for Aug 13 - Aug 18, where I was charged $40 for 5 days with a due date on Sep. 23. Ok, since I had no chance to pay this bill online I have visited the office on Sep. 27 and statet clearly that I want to make a payment to my closed account. One week later on Oct. 02 I have received a notice from a collection agency that my old account has an unpaid balance. The same day I called customer service and I was told that my payment somehow was not applied to my old account, but they will fix it right away. On Sep. 11 I have noticed unusual Autopay amount on my new account, and guess what, this payment appeared on my new account. I have called customer service and requested that the payment should be applied to the old account. However, over the phone they were not able to verify that my old account finally has no balance due since, because (and I am not joking here) I can confirm my identity with 4 digits of SSN only when contacting them regarding my new account, not my old account. This forced me drive to the office again, just to make sure that there is no any balance due on the closed account. And I'm not sure that the...

I will never go this store again. I went there to buy a phone for my daughter for her birthday. I was assisted by Jocelyn. She told me that they were offering a promotion. She said If I wanted to upgrade my phone as well, I could purchased two I phone 11’s and turn in my old phone and I would get a $500 credit towards my monthly bill. This sounded like a great deal, so I agreed. I was at the store at least 45 mins making this transaction and I asked her multiple times to explain the promotion. She told me the same thing each time. She even asked the manager to calculate what my new monthly payments would be with this credit. I was so excited that I made the mistake of not looking at my receipt at the store but I did when I got home. I noticed that no where on the receipt did it say anything about the $500 credit or even that I turned in my old phone. So I called the store to speak with Jocelyn and she denied ever telling me about the promotion. She said that in order to get the promotion I had add a new line. She never once mentioned this to me at the store. I asked to speak to the manager and the manager said that there’s nothing he can do because he didn’t hear the conversation between me and Jocelyn. So it was my word against hers and I lost. I said that I wanted to return the phone and get my old phone back and he said it was too late, that they had already shipped it out and there was no way to track it. So I am stuck with this bill I did not expect to have. I have been a TMobile Customer for 15 years without any prior problems. This was really a very...

Hikanshi & Mira are the only reasons I am still a Tmobile customer. I went to the store in Piscataway and it sucked. I almost left t-mobile because of them. I was close so I decided to give you guys a second chance.

Your employees are amazing. Hikanshi and Mira greeted me with a smile and help right away with a great attitude. We joked around the entire time and laughed putting all my fears at ease. Hirkanshi was able to pull up spec comparisons for me without complaint and right away. When someone came in she did not ignore them or me. She would excuse herself for a second, find out the customers need, and delegated the work appropriately and come immediately back to me. I did not feel I was just a lost number. I felt that I was a human being being treated as you would treat a VIP. Mira was doing crowd control helping others and coming back to me to learn more procedure (she is very new but a MOST WELCOMING addition with her professionality and able to pick up new information).

I am going back today since my phone came in and I need a sim card, and I am so happy that I get to see the employees again to make me...