T-Mobile — Local services in Green

We headed to the 790 Arlington Ridge Store in Akron. Sales Rep #976 (I believe his name was Daniel. I'm old so I could be wrong.)

He welcomed us to the store and when asked where the iPhone 16 was and what stock they had, he was accommodating and acted as he cared.

They didn't have the models we wanted, but he didn't try and say just go order them.

We decided to just stay with the iPhone Pro Max.

We wanted 1 Black and 1 Desert for the colors.

Well, luckily this store still had the store iPads because there was a bug with the T-Life app and an internal bug over not being able to get the desert even though they had 1 in stock.

We were at this store a good 2 hours.

I didn't leave because I felt the 3 employees working to solve the issues cared. We had Daniel, George, and Erik working to get these upgrades to go through.

They were trying on their store iPads, I was trying with them on the T-Life app, there were phone calls by the employees. No one could figure out why the Next Upgrades would work.

Finally my Black model order would go through. I said if the color is an issue, why not just make both models Black and I'll by a case for my son's.

The trade ins finally went through thanks to the store iPads.

I have been a loyal T-Mobile customer for multiple years on the highest plan with a bill that is never paid late. This was not the experience I would expect.

I will always be appreciative of the team at this store that helped own the issue and get these trade-ins successfully completed.

A big Thank You to Daniel, George, and Erick (Gentlemen I apologize if I messed your names up) for going that extra mile.

Nathaniel,...

I was a tmobile customer for 17 years until November of 2022. I switched providers to another carrier. I switched my plan 4 days before my next bill wad due. I understood I owed that bill and the router I was sent I accepted that charge. They continued to bill me for December service 2022 even though my service stopped November 10th of 2022. I called in November, December and Jan disputing the additional month's service charge. At no point would the customer service rep get to a supervisor and I kept being told someone would call me back. No one ever did. They sold my account to a collection agency March 5th. I paid the balance owed in full $257.68, I paid $260.00, I never got a refund of the extra money paid. I believed my account was paid in full. I no longer received invoices stating I owed any additional fees to tmobile. I just got an alert this weekend that I have a collection open for tmobile for $61.00. How is that possible when the system how is that possible that I owe more money?? Now I have to dispute these charges. I want a call about this , once your not a customer tmobile doesn't care about working with you. I had considered going back to them but...

What a joke of a store! What a joke of a company! BBB has never seen a review like the one Im sending in for both Belden and this location. Why do you have jobs when all you can or will do is sell a new line...upgrades are sent online, on the app in store, to prevent commission issues or too much time taken for existing customers with your service. 2025??? I think not...talked to my friends and they said the other big carriers arent and would never be allowed to treat customers this way. What's the point of having retail locations...I can imagine how how turnover is with the only sales they actually sell is new lines and home internet. Has anyone taken a look at why those numbers are so high and upgrades and other existing services are way low??? Train your people. Fix these customer service issues, or keep losing to VZ and ATT...I know im headed to VZ tmrw to swap my service...id rather pay a tiny bit more for better network and people in stores, and legalities. I will be reporting all this to the FCC as well. Again,...