T-Mobile — Local services in Sun Prairie

I am going to give a 1 star rating. When I walked into the store there was this dude “Evan” per his name tag. For whatever reason he was acting like a jerk to me and my brother as soon as we walked in. I wanted to purchase 3 lines, he was rude to us the entire time, didn’t really let us talk when we had questions and kept talking over us when we tried to ask him questions . While he was on a call with customer service and was using my unlocked device, he took my unlocked device to the backroom without seeking my permission which seemed extremely odd and rude. I was alteast expecting him to seek my permission before taking my cellphone to the back office. He had access to my photo gallery, I had logged into my bank account app and I was not very comfortable with this act. He also wasn’t doing a lot of things correctly to set my account up but I am glad there were few other agents at the store who were helping him. I was able to transfer 2/3 lines to T-Mobile plan but then I found out that I didn’t have the transfer pin to port the last line to T-Mobile, I asked “Evan” if I can quickly call the customer service representative from my current cell phone carrier and get this information, his response to that was very shocking as he asked me to go back home, in his words “you will have to go home and come back on a different day then”. It was around 2.45pm on a Saturday when this incident occurred and I asked him what time your store is open till and he mentioned we are open till 8, I told him “ok that means we have time, I will quickly call customer service from my current carrier and get you the transfer pin as I want to complete this now”. He made the worst face and nodded his face on me which made me feel unwelcomed. Then I realized that his shift was getting over and he was just trying to get done with me by kicking me out from the store. There was another gentleman who helped me out and was really humble and professional (I was glad that Evan had left by this time and I didn’t have to deal with him anymore ), I was able to get the transfer pin in less than 7 minutes and the new guy was able to complete this process for me. When I was leaving, the manager asked me if I could leave a good review about the store and I also explained her the entire situation and how this unprofessional gentleman named “EVAN” treated me and my brother. I would request T-Mobile to hire professionals who really know how to talk with customers and don’t make anyone feel low. EVAN needs to go back to school and learn some manners and must also learn to keep his dirty attitude in his pockets because people out there are not interested to work with a...

“Deceptive Practices by T-Mobile Store Sales Representative and Resolution through Customer Care”

I recently had an incredibly frustrating experience with T-Mobile that highlighted the importance of accurate and honest customer service. This ordeal began with a service issue created by a T-Mobile store sales representative, and it took an unexpected turn when she resorted to deceit.

Upon encountering a service problem, I reached out to T-Mobile’s customer care over the phone for assistance. What unfolded was both shocking and disappointing. The sales representative from the T-Mobile store had informed the customer care support that she was my daughter, not a dealer. This false claim aimed to obscure her role in creating the account and divert attention from her mistake.

Such deceptive practices not only erode trust but also prolong the resolution process. It left me feeling frustrated and unheard, as my service issue persisted due to the lack of acknowledgment and accountability for the initial error.

However, there is a silver lining to this story. After multiple attempts and visits to T-Mobile stores, I decided to take my issue to T-Mobile’s Facebook page for assistance. The T-Mobile Facebook support team was a breath of fresh air in this situation. They were responsive, understanding, and eager to help.

With the help of the Facebook T-Mobile team, we were able to cut through the deception and resolve the issue promptly. The erroneous account was finally canceled, and my service problem was addressed effectively.

This experience underscores the importance of transparent and ethical customer service practices. While I encountered deceit from a T-Mobile store sales representative, it was the dedication and professionalism of the Facebook T-Mobile support team that ultimately resolved the issue. Moving forward, I hope T-Mobile can ensure consistency in customer care experiences and prevent such deceptive practices from happening in the...

We went to this location May 1, 2025 dealt with Keegan that day thought it was going to be a great experience we took our 2 phone lines and they gave us a chip to a 3rd line which we didn't need but he gave it to us. Was told they have 300+ satellites so we will have the greatest service (hahahaha) but after 2 weeks of seriously awful service we went back to AT&T where we should have stayed well we were charged $222.88 for that 2 weeks of bad service and then again another $192.58. When all we kept there was our home internet box. Hmmm that's only $35 a month so ya we get looking and come to find out an extra 2 numbers were added to us without our knowledge! So can you say fraud?? Right now we are seriously considering giving up the home internet because we have been treated so terrible over all of this been on the phone with tmobile a good 6+ hours to get the account straightened out they finally took 4 of the 6 numbers off but are still charging for a number thats been put to AT&T. It's a very unprofessional way to do business. Below are the 2 numbers that were added that we didn't sign up for absolutely...