T-Mobile — Local services in Highland Village

I wish I could give this place a score in the negatives. When I first visted this place with my family to transfer membership from a different carrier, there were two India/Nepal male employees + two AA male employees + a large white/hispanic male employee (who later identified as a manager) all circled around us to help and make the transfer smooth & easy. Well, our smooth & easy transfer to TMobile from day 1 started as a nightmare.

We ordered 2 Samsung Galaxy 24 Plus, and 2 Samsung Galaxy 24s. When the shipment arrived, one of our members received a 24 Ultra, so we stepped into the store to return and unfortunately wait a little longer for the replacement..... but these employees had a different plan. They first of all were stoked, to see a mistake in the Samsung inventory - that a customer might be getting a free upgraded phone for free and suggested we keep the 24 Ultra (since we were able to activate it under our account and there was no sign of hiccups registering it). We of course (and as anyone in our position would think the same) were concerned that there will be problems down the road and the member who received the 24 Ultra would face difficulties. These employees assured us the safety and the activation commenced.

That particular family member was able to use the phone for nearly 2 weeks? Until TMobile HQ and customer service shut their service down temporarily BECAUSE the 24 Ultra (obviously) belonged to someone else and the wrong person had activated into the account! Also the original 24 Plus that was ordered was sent to ANOTHER customer AND the same shutdown had occurred!

Very pissed and displeased with the service from day 1, we stepped in to untangle the problem, only to find the same employees finding our situation "funny" as they made jokes about it and even nudged at us that "it's pretty funny". In addition, the manager forced us to pay an extra $149 for a temporary phone until the new shipment came in!! Hands down ridiculous.

Lastly, when everything was settled and corrected, the two India/Nepal male employees tried up-selling & cross-selling phone accessories. We purchased screen protectors and were told that if we were to pay a one-time fee of $40, the next screen protectors would be given as a lifetime warranty. Turns out we weren't honored that lifetime warranty for screen protector because we denied to pay INSURANCE FEES??? What insurance fee??

These guys just keep getting better and better at lying and adding costs to your account. Something goes wrong, they add on costs. Something doesn't work, they blame the customer for not paying additional utility fees.

It was a huge gigantic mistake transferring to TMobile, or at least trusting this particular store...

My dad went in-store February 2021 to cancel his phone plans & connection. He was going out of the country for an extended period of time and wanted to cancel it. He paid off the phones and cancelled the plans, and the rep ASSURED HIM there was nothing left to pay. Months later, I start receiving bills from T-mobile that he still owes. At this point he was gone, so I made the payment on his behalf. I have the email confirmation # and everything. Well, time passes and I started getting mail from debt collectors saying we owed money. I called them, they said I need to take it up with T-mobile. We have tried TWICE calling customer service and each time they assured they would escalate the issue and investigate it and then I never heard back. TWICE. I try going in-store, they circle back saying I have to call Customer Service. I call Customer Service, they say I have to go in-store. And now, here I am in August of 2024 with a different debt collector trying to collect money for something I have already paid for, have PROOF of payment, without any explanation of why I had to pay that in the first place when the serivce had been cancelled in-store at this location in Feb. 2021. I don't know what goes on behind the scenes and if. rep forgot to follow-thru with a procedure to completely terminate the service, but this is ridiculous. I have tried contacting customer service, but NOTHING has ever been done to correct this, and the lack of communication on T-Mobile's part despite my attempts is frustrating. But once again, here I am in...

I wanted to switch from iPhone 6 to Samsung, but Samsung came out with two really great phones and I had a hard time deciding which one I wanted, so the salesman (who was very kind) told me if I wanted to return it later on, that I had up to 3 times cause I was on jump; which confused me, so I asked, don't I have to pay the $50 restocking fee? No cause you are on jump, so you can bring back your phone 3 times.

So I get the Samsung 6s+ edge, and I hated it! You couldn't do nothing on the "edge". It was so difficult to operate. So when I went to return it, the first representative asked me what she could she help me with, and I told her I wanted to return the phone aslong as there was no fee, and she replied, well as long as your getting a new phone it should be fine.

So I go with the Samsung note 5, and she calls someone else over and he says you are on the old jump program, so you can only jump twice a year, I told him that is not what I was told, by two associates. I let him know I was very upset, and confused as to why I was given accurate information, and that inaccurate information highly influenced my decision!

Ashra then told me that if I wanted to come back and talk to the associate who originally told me that, I should, cause maybe he can work some magic, and return my phone without the fee or using my second jump.

I then told Ashra that we were adults and there was no need to be rude about it. I then left the store!

I called 611, immediately after and was told to never trust store representatives!

Terrible...