T-Mobile Authorized Retailer — Local services in Mustang

⭐ 1-Star Review Title: Switched to Verizon in December—T-Mobile Still Charged Us & Sent Us to Collections

We switched from T-Mobile to Verizon in December and believed everything on our T-Mobile account was canceled—including our phones, watches, and iPads. Only the phone numbers that were ported to Verizon were canceled. We had no intention of using service on the watches or iPads, yet somehow those lines stayed open without our knowledge or consent.

Over the next three months, we were shocked to receive inconsistent and unusually high bills—almost as high as when our entire account was active. We immediately reached out to cancel what should’ve already been closed. We went into two different stores, but were told they couldn’t cancel lines in-store. We called customer service multiple times, only to be passed around again and again.

Every time we spoke to someone, we had to start over and re-explain the entire situation. Even when we finally spoke with a representative named May, who promised someone above her would follow up—no one ever called us back. It felt like we were being ignored, while the billing continued unchecked. Eventually, we had to ask our bank to stop the payments, and they are now working with T-Mobile directly to dispute the charges. Despite this, T-Mobile continued billing us—and has now sent our account to collections.

At this point, we are being forced to pursue legal action. It is unacceptable that we’ve spent months trying to resolve a billing mistake for services we clearly were not using, and that T-Mobile has shown zero urgency or accountability.

We’re only sharing this publicly because we’ve run out of options—and we sincerely hope someone at T-Mobile sees this and finally decides to step up and do the right thing. No one should have to work this hard to cancel unused services or protect themselves from being wrongly charged.

If you’re considering switching to T-Mobile, please know: canceling your service may not be as straightforward as it should be. And if you need help after the fact, you may end up in our shoes—passed around, ignored, and sent to collections for services you didn’t use.

We’re simply asking for fairness and...

T-Mobile in Mustang: You Should Be Ashamed.

I don’t even know where to begin. I feel used, lied to, and completely betrayed. T-Mobile, you’ve shown me that integrity means nothing to your company—especially at the Mustang store.

I walked in expecting honest service. Instead, I was misled by a rep who knew I didn’t want to trade in my iPhone 14 Pro. I told her that straight up. But she insisted trade-in was the only option, just to hit her own bonus. That wasn’t for my benefit—it was for hers. That’s disgusting behavior. That’s manipulation. That’s fraud.

You promised me a trade-in value of $800–$1000, and I got nothing. You promised my monthly bill would be $98 plus tax—I’m paying $116. You added $35 for useless internet that doesn’t even work at home, so I have to keep paying for AT&T just to have a connection. What kind of scam is that?

As an active duty military member, I was told I’d get free international texting and calling. Instead, I came home to a $60 roaming fee. No warning. No heads-up. No help from your online reps or even your in-store manager. Just excuses.

And let’s talk about the phone you gave me: it’s a piece of junk. It shuts off randomly—sometimes for 5 to 24 hours. I went to Apple to get it swapped, only to be told I can’t replace it—only repair it. I’m flying out again next week, and thanks to you, I’ll be traveling without a working phone. That’s not just inconvenient. That’s dangerous.

What’s most heartbreaking is how you prey on military members. People like me who work night and day to serve this country. We put our lives on the line so corporations like you can exist—and THIS is how you treat us? Like we’re stupid? Like we’re disposable?

You don’t care about service. You don’t care about loyalty. You don’t care about your customers. You care about profits, sales quotas, and bonuses. You should be absolutely ashamed of yourselves.

T-Mobile doesn’t support the military. T-Mobile takes advantage of the military. And I hope everyone who reads this thinks twice before walking...

Had a terrible experience at this location. We went in to use a program we pay for with our service to upgrade to new phones. By the way, I was prompted by TMobile letting me know I needed to get in to do this before May 15th. We went in explained what we were looking for and what we wanted to do. The representative helping us got all the things we wanted but then couldn’t get our phones to work upgrading. First he thought it was because we wanted to upgrade to the pro version, then he thought it was because we didn’t come in on may 15th exactly. Then he said we had to pay a fee because we were breaking our lease... um no because we are trying to do what the company asked us to do, to renew our JOD service. He then had to get with t mobile customer service to help him. They wanted to order our phones and have them shipped, even though the phones we wanted were sitting on the counter literally right in front of us. After more than an hour in the store with our kids, and no answers for the issues we were having. I just told him to forget it and we left. I could have called customer service, what’s the point of visiting the location? Extremely...