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Business Profile

Mobile Phone Service

TCC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Phone Service.

Complaints

This profile includes complaints for TCC's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

TCC has 513 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • TCC

      10300 Kincaid Dr Ste 100 Fishers, IN 46037-8509

    • TCC

      510 North East Plaza North East, MD 21901

    • TCC

      465 E. Baltimore Street Taneytown, MD 21787

    • TCC

      305 Boston Rd N Billerica, MA 01862-2630

    • TCC

      522 Main St Weymouth, MA 02190-1818

    Customer Complaints Summary

    • 91 total complaints in the last 3 years.
    • 25 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/19/2022

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My husband and I went in to upgrade both our phones. Upon checking out I noticed we were charged a hefty $30 redux charge, each of us was also signed up for $17 a month insurance, and each of us charged $21 for phone set up. Not a single one of these charges was discussed prior to check out. My husbands phone was not even set up properly so we should not of even been charged for that. Rep also lied about the price of an item, was told $35 and the bill showed $40. How is this legal? I believe a company cannot charge a customer for items or service without their knowledge or consent. This is a lawsuit waiting to happen. Im considering seeing if a undercover news crew will go in and show how they are doing corrupt practices.

      Business Response

      Date: 09/22/2022

      Good Afternoon, 

      We have received your complaint and have started our internal investigation. We will respond in the next couple of business days to try and resolve this matter.

      Thank you,

      Ethics & Compliance Manager

      Business Response

      Date: 10/07/2022

      Good Evening,

      I am following up in regards to your complaint. Upon our internal investigation and according to the records maintained during our normal course of business, please be advised of the following information which I offer to the best of my misunderstanding based on the conversations with key individuals close to the situation. This matter has been resolved with ****************** no as of 09/17/2022 and 09/29/2022.  Please see the attached Refund RQ Sales Invoice of the Redux/Setup Assistance Fees being returned back to the customer in the amount of $74.98.

      In regards to any monthly service or billing issues this must be handled by ******* Wireless directly **************. 

      We have counseled and coached all employees to ensure we are selling with integrity and providing the best business practices to our customers with all information being disclosed or explained before sales transactions are processed. At this time, we consider this matter closed.

      Thank you,

      Ethics & Compliance Manager


    • Initial Complaint

      Date:08/28/2022

      Type:Customer Service Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 8/26/2022 I went into TCC to find a charging station for my phone. The sale rep recommended one that I purchased for around $80. I got it home to find out it does not work with my phone. I went to return in the next day and the sales rep sat there texting his manager ultimately saying that they would not take the return because the box was returned. They did not follow their own return policy printed on the receipt. The sales rep offered me 20% OFF another product but refused to return the item that he recommended to me yesterday. I filed a dispute with my bank. I would like a refund $73.70. Your employee has lack of knowledge of products and sold me a product that I can not use as it is not compatible with my phone or watch like he said it was.

      Business Response

      Date: 08/31/2022

      Good Morning, 

      We have received your complaint and have started our internal investigation. We will respond in the next couple of business days to try and resolve this matter.

      Thank you,

      Ethics & Compliance Manager

      Business Response

      Date: 09/09/2022

      Good Evening, 

      I am following up in regards to your complaint. Upon our internal investigation and according to the records maintained during our normal course of business, please be advised of the following information which I offer to the best of my understanding based on the conversations with key individuals close to the situation. It was determined that the accessory being return the packing was damaged. Per TCC Return policy, All returns and exchanges must be in like new condition with no physical or water damage and must include the following: proof of purchase (store receipt, shipping invoice, or member purchase history), all original components (including device, battery, charger, manual), and in the manufacturer's original packaging. This is also stated at the bottom of Sale Invoices, see attached. 

      Thank you, 

      Ethics & Compliance Manager

      Customer Answer

      Date: 09/12/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed.

      the top tab of the box was removed to open the package that the charging device was in. I brought the original packaging with the charger in to facilitate my return. Your return policy does not state anything in regards to damage to the packaging, it just states that the original packaging must be returned, which it was. The device was not used as it is not compatible with my phone. Your sales man sold me on this device and even recommended it even though it was not comparable with my device. I have never had a problem like this with any other business and I feel like it is very predatory and feel scammed. If you do not accept my return I will be reaching out to the attorney general for your business practices.



      Regards,

      Dakoda ******


      Business Response

      Date: 10/08/2022

      Good Afternoon, 

      I am following up in regards to your complaint. After further review, we decided to make one time exception to allow the **************** to return the purchase accessory with the damage packing. Please see the attached Refund RQ Sales Invoice. 

      Thank you, 

      Ethics & Compliance Manager

    • Initial Complaint

      Date:08/28/2022

      Type:Customer Service Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In April 2022 I upgraded my ******* wireless phone at the ********* TCC store. I was helped by the store manager, who implied I would receive a $350 credit for trading in my old phone. I recently discovered the credit was never applied to my account.On August 2, 2022, I filed a complaint with TCC. I have had several email exchanges informing me my complaint is being looked into, routed to different people, in the organization, etc. To date I have not had resolution, I have had to initiate contact at every step and now have been ignored for more than a week.

      Business Response

      Date: 08/31/2022

      Good Morning, 

      We have received your complaint and have started our internal investigation. We will respond in the next couple of business days to try and resolve this matter.

      Thank you,

      Ethics & Compliance Manager

      Business Response

      Date: 09/09/2022

      Good Evening, 

      I am following up in regards to your complaint. Upon our internal investigation and according to the records maintained during our normal course of business, please be advised of the following information which I offer to the best of my understanding based on the conversations with key individuals close to the situation. This matter has been resolved with ****************** as of 09/02/2022. A credit (inform of a payment) was posted to ********************** ******* account in the amount of $350.00 in regards to the misquote promo for the Pixel 6 with Trade In.

      We have counseled and coached all employees to ensure we are selling with integrity and providing the best business practices to our customers with all information being disclosed or explained before sales transactions are processed. At this time, we consider this matter closed.

      Thank you, 

      Ethics & Compliance Manager

       

      Customer Answer

      Date: 09/14/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. I do see that a credit of $350 was made to my account, thank you for your help in this matter.


      Regards,

      ***********************

    • Initial Complaint

      Date:08/27/2022

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      While on vacation in **********, I lost my phone (Pixel 3). Since I'm on a ******* plan, I went to a store that marketed itself as a "******* Authorized Retailer." It was in fact a TCC ******* store in *******, **. I went with my husband, to the store on the afternoon on July 28, 2022. I spoke with a rep there who said they didn't have any Pixels in stock. Instead, he suggested a ******* S22. I wasn't sure if this phone would be a sufficient replacement, and he assured me that "You have 30 days to return it." At this point, I asked him, "We're returning home to ********* tomorrow. My closest ******* store would be a corporate store at *******************. Would I be able to exchange there if needed for a different phone?"With my husband there as a witness, he told me "Yes. Not a problem."After we got back to *********, I experienced a few issues with the phone. I had one-way audio issues with it. I ended up calling *611 with ******* to talk to a tech about it. He stated that there were known issues with the device, and since I was still within the 30 days, I should return it.I went on 08/21 to the ******* store at *******************, and explained my situation to a store rep there. He looked up the store I had bought the phone with, and apologized and told me that frankly, the tech at the TCC store had "lied" to me, because the only way to return a phone would be to another TCC store.At that point, I then had to wait until my next day off work, which is today, 08/27/2022, to try to return my phone to a local TCC store. I found one in Invers Grove, **. I called and spoke with a rep there, who told me that that though TCC is a network of authorized retailers, I couldn't return the phone there either. It had to be a TCC store with the same owner. He referred me to the TCC ******* store in **********, **. After calling the ********** store, that rep said that "I'm sorry, you're not within the 30 day window, so the system won't let me exchange it."

      Business Response

      Date: 08/31/2022

      Good Morning, 

      We have received your complaint and have started our internal investigation. We will respond in the next couple of business days to try and resolve this matter.

      Thank you,

      Ethics & Compliance Manager

      Business Response

      Date: 10/19/2022

      I am following up in regards to your complaint. Upon our internal investigation and according to the records maintained during our normal course of business, please be advised of the following information which I offer to the best of my understanding based on the conversations with key individuals close to the situation. This matter has been resolved within as the field leadership and ******************** spoke on or around 10/06/2022. ******************** informed our field leadership that she has got used to the new device she purchased on 07/28/2022 at our *******, ** store location and has decided to keep it.

      We strive and coach all employees to ensure we are selling with integrity and providing the best business practices to our customers with all information being disclosed or explained before sales transactions are processed. At this time, we consider this matter closed.

       

      Thank you,

       

      Ethics & Compliance Manager

       

      *****************************

      Ethics & Compliance Manager

      Text Description automatically generated

    • Initial Complaint

      Date:08/24/2022

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My daughter went to the TCC ******** ******** authorized retailer) on 7/25/22 and spoke to an agent named *****. She expressed that the reason she was there was to close out her father's account and transfer the ownership of the account to me. After speaking to *****, he explained that he was incapable **** helping her resolve this issue as they have no control over accounts as a retailer. She explained that since ******************* passed away and was in no need of the plan or phone that he had, if it was possible to exchange it with the phone she currently had for an upgrade she was due for. They insisted they could help her upgrade and encouraged her to get an Iphone13 because if she turned in her phone she would receive $440. He pointed out that if she were to turn in the apple watch on her wrist she could also get a new watch for only $6. My daughter unknowingly accepted the deal and was later presented with a $500 bill. She payed and when she returned home we went to the ******* store in the ********* ***************** where they explained that since I had just upgraded the phone, our account would not be able to remove members for 30 days and all promotions would be cancelled. This lead my family to pay an additional fee per month to pay off the promotions she had gotten such as the discounted watch and $440 for trading her phone in. They completely mislead and took advantage of her and this was unable to be undone, even 24 hours later. The goal of her visit was to cancel her deceased father's plan and ended up jumping through hoops and paying a ridiculous amount of money to do just that.

      Business Response

      Date: 08/25/2022

      Good Evening 

      We have received your complaint and have started our internal investigation. We will respond in the next couple of business days to try and resolve this matter.

      Thank you,

      Ethics & Compliance Manager

      Business Response

      Date: 10/07/2022

      Good Evening, 

      I am following up in regards to your complaint. Upon our internal investigation and according to the records maintained during our normal course of business, please be advised of the following information which I offer to the best of my understanding based on the conversations with key individuals close to the situation. The District Manager has made several attempts in contact ************** with no response back. The last call attempted was last Thursday 09/29 around 2pm and voicemail was left. 

      Please let us know if there is any way for the District Manager to contact you. 

      Thank you, 

      Ethics & Compliance Manager

       


    • Initial Complaint

      Date:08/15/2022

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      7/21/22: We went to this store to purchase a new phone for my daughter. **** helped us. He told us that my husband and I were also eligible for free phones as an upgrade, mentioned an activation fee and taxes on the phones. Placed an order for my daughter's phone, which he said would arrive in 2 days.7/27/22 and 7/30/22 I called the store to check the status of our phone order and was told it was not there yet.8/3/22: Voicemail from ****. Called him back on 8/4 he said that he would come in on his day off 8/8/22 to activate the phones. 8/4/22 I attempted to resolve the issue with ******** on ******* chat. ******* was not able to assist me with much because the TCC store is on a different computer system with their orders.8/8/22 **** called to ask us what time we wanted to come in. We came in at 3:30. **** collected my husband's phone and my phone to begin a data transfer to the new devices. Once this started, he told us that we owed $246.98. We were surprised because we knew of the activation fees and tax, but this seemed like a much higher amount. We later found out that part of that charge was a data transfer fee, which ******* corporate stores do not charge. We were not provided with a receipt or any itemized documentation at all.Once we found out these fees, I asked **** to remove my new phone from our purchase. He did, but definitely seemed unhappy. 8/11/22: I received an email from ******* welcoming me to a service called ************ Protect. Upon calling, I found out that another service called ******* Mobile Direct was added. I did not agree to either of these.8/13: I got a text welcoming me to ******* Mobile Protect. I called and removed this service that I did not agree to. ******* said that all of these services were added at the TCC Store.I am registering a complaint due to adding services I did not ask for and charging hidden fees that were not disclosed upfront. When I called TCC store, I was told they do not have a manager.

      Business Response

      Date: 08/19/2022

      Good Afternoon,

      We have received your complaint and have started our internal investigation. We will respond in the next couple of business days to try and resolve this matter.

      Thank you,

      Ethics & Compliance Manager

      Business Response

      Date: 09/09/2022

      Good Evening, 

      I am following up in regards to your complaint. Upon our internal investigation and according to the records maintained during our normal course of business, please be advised of the following information which I offer to the best of my understanding based on the conversations with key individuals close to the situation. This matter has been resolved with ************** as of 08/31/2022. Please see the attached Refund RQ Sales Invoice of the Setup Assistance Fees being returned back to the customer in the amount of $59.98. Please allow ***** business day for the full processing of the check request. 

      We have counseled and coached all employees to ensure we are selling with integrity and providing the best business practices to our customers with all information being disclosed or explained before sales transactions are processed. At this time, we consider this matter closed.

      Thank you,

      Ethics & Compliance Manager

       

    • Initial Complaint

      Date:08/03/2022

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      my wife and i were looking to switch to a different cellular provider. TCC is an authorized retailer of ******** on july 13 we signed up with ******* through TCC. TCC assured that i would be able to use a smart watch as a stand alone mobile device after asking 3 different people, which is why we decided to sign up. had we not been promised this feature, which could not be delivered, we would not have signed up. we would like refund of the setup fees as well as the remaining ******* bill to be paid by TCC as we would never have accrued it had they not lied to us.

      Business Response

      Date: 08/04/2022

      Good Morning,

      We have received your complaint and have started our internal investigation. We will respond in the next couple of business days to try and resolve this matter.

      Thank you,

      Ethics & Compliance Manager

      Business Response

      Date: 08/15/2022

      Good Evening, 

      I am following up in regards to your complaint. Upon our internal investigation and according to the records maintained during our normal course of business,please be advised of the following information which I offer to the best of my understanding based on the conversations with key individuals close to the situation including ******* Wireless. ****************** purchased a ******* Galaxy S22 5G 128GB smartphone along with Trading their original device for the promotion on 07/13/2022. ******* Wireless has indicated that this line associated with ******* Galaxy S22 5G 128GB Black is no longer in service with *******. It appears the line has been ported out to another carrier. ****************** was under contract with ******* Wireless (not TCC) and has now been charged for the remaining service that used and device that was not properly returned back to the store location. The return policy with TCC and ******* Wireless is 30 days.

      In regards to the 2nd line (******* Galaxy S20 FE 128GB Cloud Navy) and 3rd line (Watch) these devices where orders as the store location did not have them in stock. Once the devices were shipped to the store by ******* Wireless, ****************** returned to the store to process the remaining sales transactions of the 2nd line and 3rd line. However, the customer become upset when he was told he would need to pay for the ******** ****** Sales Tax for both devices and walked out. The store canceled the 2nd and 3rd sales transactions. ****************** was not charged anything further on the 2nd or 3rd line. The store was also going to waive the setup fee and two (2) activation fees as well for the *******************

      If you have any further questions, please contact ******* Wireless at ************.

      Thank you,

      Ethics & Compliance Manager

    • Initial Complaint

      Date:07/28/2022

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      They are charging me for a month that I paid and my app shows me I paid it and so does the account I paid for it with both of those pictures are down below.

      Business Response

      Date: 07/30/2022

      Good Afternoon,

      We have received your complaint and have started our internal investigation. We will respond in the next couple of business days to try and resolve this matter.

      Thank you,

      Ethics & Compliance Manager

      Business Response

      Date: 08/08/2022

      Good Afternoon, 

      I am following up in regards to your complaint. Upon our internal investigation and according to the records maintained during our normal course of business, please be advised of the following information which I offer to the best of my understanding based on the conversations with key individuals close to the situation including ******* Wireless. Here are the breakdown of Ms. ******************* details with ******* Wireless with payments. 

      ******** Wireless **** for March 10th ***** 9th = $366.43

      ******** Wireless **** Payment for (March 10th ***** 9th) of $366.43 was made on 05/01/2022 and was for Marchs ****, see attached RQ Sales Invoices and customers **** cycle is the 10th of each month.

      ******** Wireless **** for ***** 10th May 9th = $235.61 was not paid and was a balance forward to the next month for *****************.

      ******** Wireless **** for May 10th June 9th = $233.94 plus the balance forward from *****s **** of $235.61 = $469.55

      ******** Wireless **** for June 10th July 9th = $91.35 plus the balance forward for both ***** and May bills that were not paid = $560.90

      ******** **** Payment for (June 10th July 9th) = $100.00 subtract from total balance forward of $590.90 = $460.90 (this is for ***** and May bills that were never paid) that are still owed to ******* Wireless.

       

      This concludes our investigation, if you have any further questions please reach out to ******* Wireless directly at ************ with any billing questions. 


      Thank you, 

      Ethics & Compliance Manager

    • Initial Complaint

      Date:07/26/2022

      Type:Order Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ******** July 21/2022 went to switch to ******** The salesman Signed me up for services I didnt ask for and I didnt realize this until I got the bill. He signed me up for protection plan for three phones without even discussing this with me.

      Business Response

      Date: 07/30/2022

      Good Afternoon, 

      We have received your complaint and have started our internal investigation. We will respond in the next couple of business days to try and resolve this matter.

      Thank you,

      Ethics & Compliance Manager

      Business Response

      Date: 08/24/2022

      Good Afternoon, 

      I am following up in regards to your complaint. Upon our internal investigation and according to the records maintained during our normal course of business, please be advised of the following information which I offer to the best of my understanding based on the conversations with key individuals close to the situation. The stores field leadership has been trying to reach out to the customer couple of different times (08/05, 08/09, and 08/12) on MTN: ************ with no response. 

      At this time, this matter will be closed. 

      Thank you, 

      Ethics & Compliance Manager

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