I would have to call in every few months because the bill would magically start creeping up for no reason.
The final straw was when my phone stopped working while I was traveling. I called them and they told me they couldn’t fix it over the phone, I had to go in again. The nearest T-Mobile was an hour away and I literally had to take an Uber there and back.
On the way back, in the Uber, the phone stopped working. Like no service at all. There’s nothing wrong with the phone, it’s some access issue. I had to take yet another Uber back to the store (called via WiFi). I complained and was offered nothing.
Every time I went to the store the place was completely empty but the staff was still rude and seemed to be checked out and visibly struggling with the T-Mobile IT systems & complaining about them.
I switched to AT&T and have had no issues whatsoever. A few months ago a T-Mobile rep called me to ask why I cancelled and I told her the story, she said she could see all the problems in the account history and still had no explanation. She asked, “What would it take for me to be a T-Mobile customer again?” I said “How about covering the Ubers I had to take?” and she laughed and hung up the phone. A few days later I got an automated survey about how T-Mobile is doing and I actually took the time to do it and never heard from them since.
What an odd, dysfunctional company.