T-Mobile — Local services in New York

I was in New York on Monday, August 25, 2025, and went into a store looking for a prepaid SIM card. The representative explained the available plans and recommended the $55 plus tax unlimited data plan for 30 days. I told him I was leaving for Toronto, Canada the very next morning, and he assured me that the plan would work in Canada.

I paid, and the rep inserted the SIM, activated the plan, and even assigned me a phone number. He also collected my email and other details on his iPad. Everything seemed fine until I crossed into Canada on Tuesday morning. As soon as I entered Toronto, the phone and SIM stopped working.

When I contacted online customer service, they said there was no record of my transaction, no email, no account, no information. I then called the store and spoke with the manager, Jonathan, who was incredibly rude. Instead of helping, he told me the issue was with my phone and insisted I would have to return to the store in New York from Toronto, which is completely unreasonable.

I paid over $62 USD and was essentially scammed. The person who activated my SIM clearly knew I was leaving the U.S. the next day, making it impossible for me to return. This has caused me extreme stress and frustration, as I was relying on the SIM for maps, directions, and communication.

Travelers, beware! Avoid T-Mobile and especially stay away from their store at 6723 18th Ave, Brooklyn, NY 11204,...

I accompanied a friend to your location today, whose been a customer with your company since March 2023. That location helped me set up and an account for her including the easiest flip phone for her to use, back in 2023. She's been very happy with the staff and the service she gets. Today, 5/8/25, I went with her to help her resolve an issue. We received a warm greeting as we entered. Your location, 1st of all, has a inviting atmosphere. Alicia R. and one of the store managers, Tommy, took great care of us. They were very patient, considerate and kind. They took their time to make sure my friend understood everything. The staff made us feel like we were family. We both left feeling very happy knowing her situation was resolved so graciously. I would highly recommend your company especially the staff at that particular...

I came to the store on a weekday and a weekend. I wanted to switch from AT&t to T-Mobile with four lines and trade-in. Each time I was greeted and asked if I needed any help by the staff. Everyone was very friendly, especially Lewis . I cannot express how grateful I am for all the help and time he has spent with me . He took his time to explain the promotions discounts, trade-ins, reimbursement and what to expect on my upcoming bill. I want to give a shout out to all the staff there including the manager Tommy . I had a question regarding the new phones I received and called the store. Although Lewis was on a lunch break, his coworker informed him and he returned my call shortly . Thats great teamwork! Thank you all for being so courteous and so professional! I will definitely refer my friends and family members over to...