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February 2024 by Logan Ginn
Went into Walmart in Ankeny, IA. We were sold a plan that was for $120 a month for 3 lines.They charged us $50 for a phone that was supposed to be our 1st line, the payment went through.Then after they charged us for the first phone the Associate was trying to activate that 1st line, he seemed to be struggling in what he was doing.Supervisor tried to step in and help us and was unsuccessful as well in setting up the plan.The team was not able to get the 1st line activated as they said their “system” crashed.They instructed us to go to a T-Mobile store down the street and they would be able to finish activating that phone and then set us up with our other 2 lines.Arriving at T-Mobile, we explained the above situation and the Associate told us that he would not be able to assist as they dont honor the same plan that Walmart offered of $120 for 3 lines.He said we need to go to Walmart to finish the process.Completely frustrating as both stores are providing conflicting information. Out of frustration we had to go home and not deal with the incompetence that we were provided.A week later we went back to Walmart to return the $50 phone.A female associate there said that she is unable to return it and we would have to set up time with the Associate to have him return it.We explained this is unacceptable, she said her supervisor would be there in 20 minutes.We waited and he never showed up.So we left extremely frustrated.Then we got a bill for $60 which had to be an error as we had no active plan and NEVER set up service.We stopped back into Walmart, we asked supervisor to return the phone but he said that he was unable to return it until a promotion was over in 5 days.We said this was unacceptable he agreed to hold the phone at the store until the promotion was over.He put this in a signed letter. Then asked about the T-Mobile bill and he seemed confused, he told us that after he returns the phone in 5 days that it would voided the bill we got.We left again completely frustrated.After 7 days we saw that we were credited the $50 for the phone we were charged for so we assumed as we were told by Brady that we had this terrible experience behind us.The. we received another bill.We were extremely shocked as this goes against everything we have been told. Plus we NEVER had working phones! We decided to call T-Mobile customer service.This was another terrible experience as we told our story to an associate who then proceeded to tell us they could not help as we could not provide them a “PIN” which we never got from any Walmart associates.We then asked for a supervisor as the phone rep was no help and had no empathy.We then talked to a supervisor Javier who also was not willing to help even after we told him our terrible experience.He said that we would have to go into a physical store to get this “PIN” Couple weeks later we went into the T-Mobile store in Altoona, IA.We talked to a Leslie and told our story, she full heartedly agreed that everything we have gone through is unacceptable.Leslie was able to verify us but said she had to contact customer service to then get our “PIN” the first associate that Leslie talked to was extremely incompetent and after wasting time on the phone we were transferred.Next associate dug into our situation only to find out that our account was frozen and there was NO “PIN” so we have all been wasting our time and resources.This associate was then not able to assist us so he transferred us to his supervisor.We had to again explain our story to this person.She claimed that what she had to do was to reactivate our account and then she would cancel the charges we had and then would reclose the account.We were hopeful we for a resolution.Not to mention that we received a letter that our account was being sent to collections which is infuriating.Some time passed, unbelievably we got another bill still charging us for 2 months.We are at a loss and have no faith whatsoever In T-Mobile.We have no clue what we can do to straighten this out as we have been told by multiple people that it has been fixed.
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January 2024 by Shawn Farmer
Been with tmobile over a year. I been on a list for internet also. I received a email about a tv when I called tmobile they knew nothing about it. The guy I was talking to was also trying to talk to someone else at the same time it's annoyingYou keep pushing internet but yet I'm on a wait list. It's a joke. You offer free things but yet u have to have 2 lines. I'm a widow and live by my self
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January 2024 by Stephanie
Racist employee did not want to sell phone to us because of our ethnicity! Employee named Kevin in Ankeny did not want to help us at all. Not smiling or wanting to help what so ever and so rude!
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December 2023 by Shawn F.
I'm tires of being on a waiting list for internet they keep pushing it but don't want to over load the towers. I live in desmoines get real They offer free things but yet you have 2 have 2 lines I'm a widow and live by my self and I'm a senior. Get real tmobile I'm about to kick u to the curb They 1st told me I could get internet I said no cause at the time I was getting mediacom now they say no its not available what kinda joke is this I havnt moved.
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December 2023 by Mel Hadley
Ok so I usually go to the 3rd party store cuz its closer to my home...but never again. I will drive to ankeny to get the amazing service. Ryan was very nice and followed up like he said he would. Lauren helped me connect my new phone fast. Lauren's knowledge helped me save money and time. Rec. Them and ankeny tmobile highly!
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November 2023 by Melanie Chancellor
We were fortunate to work with Trevor.. very knowledgeable & helpful.. Advised us on new plan that saved us $$ and added benefits we didn’t previously have.. in addition, seamlessly helped us with purchase of new IPhone & transferring data from old phone…. Fantastic !!
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November 2023 by Bruce
T-Mobile is always helpful and the signals are mostly outstanding!
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February 2023 by Kim Hill
Great server. Worked with Trevor today, he really knew his product and didn't push the services.
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February 2023 by Dave Barry
they have had our bill messed up to begin with had to go in several times to get our 400 credit wife got a flip phone they suggested insure it got a problem with the flip phone now they say we insured our either phone they have their ways to get around it I'm going back to Verizon also called tmobile headquarters they said we had insurance and sent us to another store will never go to ankeny store again they have told us so many wrong things
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December 2022 by Jordan Boltz
Worst provider I have ever had. You need anything done to your account you have to sit on hold for hours. At this location in specific they lie and refuse to be helpful in anyway if you have a problem. They will have no problem helping you when you're buying something, but anything else...your on your own.
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November 2022 by Denise Case
Wow - wonderful service!Called first - they picked up immediately. Verified my request was in-stock.Once I got to the store, I shopped a bit more - and was still in & out in < 5 minutes.Great team of associates - super fast, friendly service. Highly recommended.
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September 2022 by Tadd M.
Huge areas of slow or no service between madrid and boone, Bondurant, North East Iowa is real bad, I had to find a paper map to figure out where I was going because it dropped service a couple hours. Says 3 months to try I'm only another in being told I'm over the 14 days or whatever... that's very false advertisement.
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August 2022 by Karen Deters
Manager Ryan and his team have helped me with some connectivity problems that ended up not even being due to T-Mobile, trying several different solutions, always friendly and willing. Dave sold me a SS21 FE phone that fit what I was looking for (I didn't need more features), instead of the more expensive version, a SS21. I really appreciated that! They don't make you feel dumb for asking questions!
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July 2022 by L S
I was very distressed and lost. I didn’t know what to do about my phone dropping service continuously. Upon walking into the store I was greeted by a bright, handsome individual named Ryan, manager of the store. After a firm handshake, he assured me that he will do whatever he can to fix my issues. The direct eye contact, and being called by my name was an excellent touch to the already phenomenal service provided by Ryan. I saw a father figure in him as it felt like family in the store. It was as if Ryan had knew me my entire life. I saw Ryan interact with other customers as well, and nothing changed. He continued with the most upbeat, personal, and positive attitude that I have ever seen from anyone. This customer service was superior. Warm and cozy. At the conclusion of my speedy service, Ryan even opened the door for me for my exit. What a true gentleman, chivalry is not dead! Thank you Ryan!
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June 2022 by Hamed Bateni
My SIM card stopped working and I followed up with the customer service and asked to go to store to pick up a new SIM as my old SIM was a different network that they are shutting down. I checked with the rep whether I'd need to be an authorized user or just showing my ID works and they confirmed I don't need to be an authorized user. When I stopped by this store the person there kept pushing that no you need to be an authorized user, so I had to go through the trouble of asking my Family Plan holder to add me as an authorized user (all when I am on my way to airport to catch a flight) which wasted my time. Called customer service again and was told I did not need to be an authorized user for this service and they should have give me my SIM after checking my ID and phone which was true because my wife stopped by a different store, showed her ID and got her new SIM right away in 1 min!!! Received a call from the store manager (despite the fact that I asked for no call follow up and only email follow up) and did not acknowledge their fault at all! Asking ID is one thing (which is reasonable and I appreciate that) but asking to be an authorized user for something that you don't need to be is a different thing!!
