T-Mobile — Local services in Indianapolis

Avoid this location at all costs. I came in to return my internet gateway device — a simple, straightforward transaction. What I got instead was one of the most humiliating customer service experiences I’ve ever had.

The employee (rep ID ending in 904) took my government-issued ID without my consent, left the store with it, and refused to give it back until I left. That’s not policy — that’s straight-up illegal. It’s called taking someone’s property without consent, and it’s also a violation of privacy.

I hadn’t threatened anyone, hadn’t damaged anything. Yeah. I used profanity but nothing about that is illegal. I was simply frustrated that they refused to help my girlfriend return the equipment because she wasn’t an authorized user, and the guy would not give me a receipt for the return.

When I demanded they call the police to resolve the situation, they did. The officers arrived, assessed everything, and confirmed that I had done nothing wrong, handed me my paperwork and told me have a good day.

T-Mobile — do better. Your staff should not be taking personal property, escalating situations, or retaliating against frustrated customers.

I’ve filed a complaint with corporate and am pursuing this further through consumer protection channels. This store is unprofessional, unsafe, and does not deserve your business. This was harassment. The employee tried to control the situation by holding my ID hostage. T-Mobile corporate should be ashamed of how this store is run.

I was frustrated, and I expressed that verbally — but I was not aggressive, not threatening, and not out of control. Raising my voice doesn’t give your staff the right to take and withhold my ID, involve law enforcement, and treat me like a criminal. If profanity is your standard for police involvement, I strongly suggest T-Mobile reevaluate what real “threatening behavior” looks like.

[EDIT: Response to owner] Your reply fails to address the central issue — your employee took my government-issued ID without consent and withheld it, which is not “protecting customer experience,” it’s unlawful. Police confirmed I did nothing wrong. Being frustrated isn’t a crime. Escalating by withholding my ID is. I’ve filed formal complaints with consumer protection agencies and am exploring further options regarding...

If there was an option for no stars, they would have gotten it. Please avoid this store at all cost. They accept no responsibility for their mistakes. They purposefully gave me a fake name for their manager. And it took 10 minutes of arguing back and forth before they would get the assistant manager. I overheard them overcharge a woman for a phone case that was already opened. They are complete swindlers and give a bad rep for sprint. They also told me that they couldn't print out my lease before I signed it. Tf?

Avoid this store at all cost. I'm sure that any inconvenience you have with them will be twisted back on you.

Also, if you do go and have problems, tell them to call customer service from the store. They told me they weren't allowed to, but when I called customer service myself, they said they are required to call upon request.

No stars from me. Sounds like corporate needs to consolidate this store or put it under strict...

If you want to deal with sales people sitting around like it's a high school on their phones and be talked dow. to this is the place to go. Asked about pricing on my plan. The man behind the computer desk didnt want to even look nor interact with me. Staring at me like I interrupted their games they were playing on their phones. There were no customers in the store at all. No line, no wait. When I asked my question he tried to brush me off. I sat down in the chair and asked him to look up my information to verify what I needed to know and possible plan change. Wanted to sign me up for a credit card and make sales on a simple question. I've been a 10 plus year customer with this company and after that simple interaction I really want to discontinue the service. The device I have is great. But this store needs an adult to supervise these adult...