Complaints

This profile includes complaints for T-Mobile USA, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

T-Mobile USA, Inc. has 1001 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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  T-Mobile USA, Inc.

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  T-Mobile USA, Inc.

  3324 Secor Rd Ste 1 Toledo, OH 43606-1540

• 

  VoiceStream Wireless, Inc.

  1 Concourse Pkwy Ste 500 Atlanta, GA 30328-5346

• 

  T-Mobile USA, Inc.

  31 Inverness Center Pkwy Ste 600 Birmingham, AL 35242-4828

• 

  T-Mobile USA, Inc.

  320 Avalon Ave Ste 4 Muscle Shoals, AL 35661-2877

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.

• 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.

  T-Mobile phone was purchased 6/20/22 for $137 by ****************. My 90 year old father (***********************) was unable to use the phone and made several trips for assistance. He had no idea of what the monthly cost would be and would never have purchased the phone if he knew it would be $90 per month (it should have been $65, but he would not have agreed to that high a rate either). The phone service was cut off after 2 weeks because he didnt respond to a text bill (he thought it was a scam), when he went into the store they would not let him return the phone because of their 14 day return policy. A bill finally arrived in the mail for ****** that T-mobile corporate forgave when they terminated the contract at our request. I believe the store (#***E) employees were not transparent about the pricing and took advantage of my elderly father who was looking for a basic phone to purchase.

  Business Response

  Date: 08/29/2022

  August 29, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:       ***********************
  Your File No. 17709008
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 15, 2022, regarding the above-referenced account.  Please be advised we have made attempts to contact ****************, which have proven unsuccessful.  As such, T-Mobile will make every effort to address ****************** concerns within this letter.  
  
  T-Mobile regrets any concerns **************** has regarding the account.  T-Mobile records indicate the account was activated on June 20, 2022 and was subscribed to our Magenta *** 55+ rate plan for $70.00 per month to include one voice line of service ending in ****.  The voice line of service ending in **** was subscribed to our Protection 360 Tier 1 feature for $7.00 per month plus applicable taxes.  A DIGITS line of service ending in **** was subscribed to our DIGITS Talk & Text rate plan for $15.00 per month.  A TLC Flip Go handset was purchased at the time of activation.
  
  The first billing statement dated June 21, 2022 was generated in the amount of $92.49 for monthly service charges plus applicable taxes which was due on July 13, 2022.
  
  As payment was not remitted to the account, the second billing statement dated July 21, 2022 was generated in the amount of $189.98 of which the $92.49 was past due and $97.49 for monthly service charges and a late fee plus applicable taxes.
  
  Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date.  Customers can make a payment via electronic check or credit card, online, over the phone either through the Interactive Voice Response or with our Team of Experts (TEX) or in person at one of our local retail store locations or by mailing it to the payment lockbox address on their billing statement remittance slip.
  
  T-Mobile provided **************** with billing notifications providing the payment due date.  As payment was not received timely, the account was suspended on July 24, 2022.
  
  On August 1, 2022, **************** requested assistance with his handset and account.  Please note T-Mobile takes account security seriously.  T-Mobiles account verification policy states that if an account has a PIN/passcode, it is the first piece of information that is requested by Team of Experts (TEX) to gain access to the account.  If a customer does not remember their PIN/passcode, they can change their PIN/passcode by receiving and verifying a one-time PIN that is sent to their ********************** handset. Because ****************** account was suspended and therefore, he is unable to receive the one-time PIN, he was advised that must visit a T-Mobile retail location with a government issued identification to reset the account password before access can be granted.
  
  On August 7, 2022, the account was canceled pursuant to ****************** request.  T-Mobile then applied credits to the account totaling $189.98 for the monthly service charges, and late fee plus applicable taxes bringing the account closed with a zero balance.
  
  T-Mobile would like the opportunity to speak with **************** and work toward an amicable resolution.  We request **************** contact our office directly at the number below to discuss this matter.  T-Mobile regrets any inconvenience to *****************
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  
  **************
  Executive Response
  
  

• Initial Complaint

  Date:08/15/2022

  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.

  They toke money out my bank without my let me know when ask for my money back they won't give black to me

  Business Response

  Date: 08/26/2022

  August 26,2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:      ***************************
  Your File No. 17717417
  T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 15, 2022,regarding the above-referenced account.
  
  T-Mobile regrets any concerns **************** has with his above listed account and we appreciate the opportunity to address this matter. As Mr. ******* initial letter to your office had minimal details regarding his concerns, on August 22, 2022, T-Mobile contacted **************** directly to gain clarification in regard to his concerns. At that time, **************** clarified and advised that he was concerned with an equipment non-return fee that he was assessed for his Home Internet Gateway.
  
  Upon review of Mr.******* account, we found that he had a total of four Home Internet lines of service ending in ****, ****, ****, and ****. **************** also had a total of four voice lines of service ending in ****, ****, ****, and ****. Upon activating his Home Internet lines of service, **************** was also sent a T-Mobile High-speed Gateway free of charge for each of his Home Internet lines of service. Please be advised that the T-Mobile High-speed Gateway remains T-Mobile property and must be returned in an acceptable working condition within 45 days of cancelation of the ********************* to avoid a non-return fee in the amount of $370.00 plus applicable taxes.
  
  Records confirm that **************** contacted T-Mobile on February 1, ************************************************************************ ****. However, on the same day, *************** contacted T-Mobile and requested to reactivate this line of service. Additionally,on March 21, 2022,
  **************** requested to cancel his Home Internet line of service ending in **** but the same day he requested to reactivate this line of service as well.
  
  Due to the above-mentioned cancellations, on March 18, 2022 and May 5, 2022, **************** was assessed two non-return fees in the amount of $392.20 including applicable taxes. However, because *************** reactivated each of the respective lines of service, on March 29, 2022 and June 15, 2022, T-Mobile adjusted each of the non-return fees in full.Therefore, **************** was not charged, nor did he pay for the non-return fees outlined above due to the credits applied to cover the fees.
  
  On August 22, 2022,during our discussion with ****************, we apprised him of our findings with regards to his non return fees which he now understands were credited in full due to him reactivating his services. **** ****** may review his billing statements dated June 24, 2022 and April 24, 2022, which will reflect the credits for the non-return fees were applied appropriately.
  
  However, on August 2, 2022, Mr. ******* account was canceled due to nonpayment and currently reflects a past due balance of $1,134.45 which consists of monthly access charges, monthly equipment charges, third-party downloads and applicable taxes and fees for the periods of April 24, 2022 through June 19, 2022, when Mr.******* account was fully suspended for nonpayment and T-Mobile ceased charging him.
  
  If a customer has an open Equipment Installment Plan (EIP) or JUMP On Demand lease (***) and the account is canceled, any remaining open EIP and *** balance including the *** purchase option price (POP) on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the **** and *** agreements provided at the time of purchase. T-Mobile records indicate *************** agreed to several EIP and ***s as follows:
  
  EIP ID ******************- One 5G Ace - 128GB - Final Charge $230.00
  EIP ID ****************** ******* Galaxy A13 5G - Final Charge $193.50
  EIP ID ****************** Apple iPhone 12 Red 64GB - Final Charge $330.05
  EIP ID ****************** T-Mobile REVVL V+ 5G 64GB- Final Charge $69.25
  EIP ID ****************** ******** ONE 5G ACE 128GB - Final Charge $91.00
  *** ID- ****************** - ***** X100 128GB - Remaining JUMP! On Demand lease monthly payments $112.10 with POP $42.93 including applicable taxes
  *** ID- ****************** One Plus NORD N10 5G 128GB Remaining JUMP! On Demand lease monthly payments $124.02 with POP $50.88 including applicable taxes
  *** ID ****************** ******* Galaxy ******** - Remaining JUMP! On Demand lease monthly payments $110.24 with POP $50.88 including applicable taxes
  *** ID ****************** Apple iPhone XR 64GB - Remaining JUMP! On Demand lease monthly payments $57.24 with POP $101.75 including applicable taxes
  *** ID ****************** ******* A12 32G - Remaining JUMP! On Demand lease monthly payments $28.24 with POP $33.39 including applicable taxes.
  
  When the account was canceled on August 2, 2022, due to nonpayment, the remaining EIP and *** balances including the POP and applicable taxes outlined above, were accelerated, and will be posted to the final billing statement dated August 24, 2022. It is T-Mobile's position that the remaining account balance including the EIP/*** balances above that will be accelerated and posted to Mr. ******* final billing statement will remain valid and owed.
  
  Nevertheless, on August 22, 2022,T-Mobile agreed to place a 30-day collection hold on Mr. ******* current balance owed which was applied in an effort to provide **************** with additional time to pay the balance owed. Should **************** wish to discuss alternative payment options he may reach his Team of Experts (TEX) directly at **************. T-Mobile regrets any inconvenience to ****************.
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention. Should you have any further questions,please feel free to contact me at ************.
  
  
  Very truly yours,
  
  T-MOBILE ********
  
  *************************
  Executive Response

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17717417
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/15/2022

  Type:Sales and Advertising 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.

  T-mobile **********, ** allowed a woman named *********************************** to open a mobile account In my name and address on 7/1/2022. The number showing on my background check is **************. I would like to know how this occurred as I am filing criminal charges against this woman & possibly T-Mobile.

  Business Response

  Date: 08/26/2022

   
  August 26, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *************************
  Your File No. 17717280 
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 15, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any concerns **************** has experienced, and we appreciate the opportunity to respond.  T-Mobile has completed its investigation of this matter and unfortunately, we have been unable to substantiate the allegation of fraud.  A review of the account indicates the contact number provided in ****************** correspondence to your office ending in **** is one of the active numbers on the account.  In addition, T-Mobile has no record the number ending in **** that **************** mentioned in his correspondence being tied to the above-referenced account.  
  
  To receive a copy of the requested information, we require **************** complete the Identity Theft Affidavit supplied by the Federal Trade Commission.  This is available on-line by going to the following link: www.IdentityTheft.gov and clicking on the Get Started button.  Once the form is completed, a copy can be printed for completion and then, together with the following: a police report regarding the identity theft, a written request for the information and a photo ID, mailed to:
  T-Mobile *** ******************************************** **********. #***
  ********, ** 98006
   
  Upon receipt of the completed documents, our **************** team will review them and advise **************** of our findings.
  
  Additionally, T-Mobile will fully cooperate with any investigation undertaken by local law enforcement with respect to ****************** concerns.  If law enforcement requires copies of account records for information not included on the billing statements, they may forward a subpoena or court order for the records to Legal and Emergency Response at ******************************************************** or via facsimile at ************.  T-Mobile regrets any inconvenience to *****************  
   
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  *************************
  Executive Response

• 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.

  I dropped my phone and it cracked the left front side slightly. I took my phone to the tmobile store to get it repaired. The young man who was helping me took my phone from the case, walked to the front door, opened the door for a customer because she couldn't get in due to the locking mechanism was open correctly. As the customer walked in he dropped my phone on the concrete, I immediately ask did you just drop my phone? He said yes but it's ok, so I looked at my phone it was cracked on the back, so I said my phone wasn't cracked on the back. He said oh imma fix it. We walked over to the repair counter, he showed it to another guy, the other guy said they could fix the front crack but the crack on the back,that the phone couldn't be repaired because of the crack on the back, once they place the phone in se type of holder, it would cause my phone to break into pieces. So the young man said ma'am we can't fix this, my response was but you did this. I immediately asked for a manager, the said he wasn't there yet. So I waited 3 hrs. I saw a worker come in and go to the back, the young man who was helping me immediately went to the back. When I asked if that was the manager, they said no , but clearly it was. He never came out of the back. I returned to the store for a week, trying to get them to repair my phone or upgrade me with another one. Finally I was told that the young man who had helped me quit, and the manager was transferred to another location. I'm furious, then calling the call center, they have the audacity to ask me to pay a freaking 200 plus dollar deposit. Why I didn't break my phone beyond repair. The tmobile employee is responsible for my phone not being able to be repaired, so I am asking for a new phone. I should not have had to go back and forth to stores, call the corporate office only to keep getting the run around.

  Business Response

  Date: 08/26/2022

   
  August 26, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***************************
  Your File No. 17716817
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 15, 2022, regarding the above-referenced account.   
  
  T-Mobile regrets any concerns ****************** has regarding her in-store experience and we appreciate the opportunity to review and address these concerns.  T-Mobile records show ****************** activated service on May 13, 2019, and completed her migration to the T-Mobile ****** on October 4, 2021, with the line ending in 8281.  This line is subscribed to our Magenta *** 55+ rate plan for $70.00 per month.
  
  Please be assured T-Mobile takes allegations of employee misconduct very seriously.  We make every effort to be professional and courteous to our customers.  We apologize if any T-Mobile employee failed in any way to display that during ******************** visit to a retail location.   
  
  Upon review of her correspondence to our office, ****************** explained that this incident occurred approximately two years ago.  Upon review of ******************** Sprint account, we have no record of an in-store incident regarding a damaged handset that was reported.  According to our records, the first notice we received regarding this matter was on March 12, 2022.  Our records confirm, however, that ****************** had previously requested a credit of $350.00 which was honored and provided in two increments of $175.00.  The first credit was applied on November 29, 2021, and the second was applied on December 9, 2021.
  
  On August 25, 2022, our office reviewed ******************** Sprint account and found that she had insurance on her phone from December 12, 2019, through the October 4, 2021, when the line was migrated from Sprint and to T-Mobile.  Unfortunately, after migration, ****************** no longer subscribed to an insurance feature, such as Protection 360, therefore she is unable to file an insurance claim for the damaged device.  Device protection must be applied to the account within 30 days of migration.  We apologize for any inconvenience this may have caused.
  
  As a gesture of good faith, our office is offering to provide a brand-new ******* Galaxy S21 5G handset for $99.00, which is the cost of an insurance claim deductible for many smartphones.  If ****************** wishes to receive a different make and model, we are offering a $250.00 credit toward the device of her choosing, when order is placed through our office at the number listed below.  Please note, ****************** must contact us by September 9, 2022, to take advantage of this offer.  In addition, if a new device is ordered, we recommend ****************** add our Protection 360 insurance feature to ensure the device is protected going forward.  Please note, the cost of the monthly insurance charge is dependent on the handset make and model, and the cost ranges from $7.00 per month for entry-level smartphones to $25.00 per month for ultra-premium smartphones.  We regret any inconvenience to *******************
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************. 
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  ********************;
  Executive Response

• 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.

  THIS HAS BEEN HAPPENING SINCE I BEEN WITH TMOBILE THEY HAVE BEEN HAVING DATA BREACHES AND I KEEP TELLING THEM THAT THEY HACKED MY ACCOUNT AND FOUND THEY PUT A PHONE IN MY NAME IN **** ******** AND NOW IT IS ON A FRAUDLENT ALERT AND THEY ARE SUPPOSED TO BE DOING A FRAUD INVESTIGATION AND I HAVENT HEARD BACK FROM THEM AND BEEN TWO MONTHS AND I WANT THEM TO FIX THIS AND REFUND ME

  Business Response

  Date: 08/26/2022

   
  August 26, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***************************;
  Your File No. 17716777
  T-Mobile Account No. ********* & *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 15, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any concerns ********************** may have experienced regarding the above-referenced accounts.  On January 11, 2021, The T-Mobile account ending in **** was activated with the mobile number ending in 8124.  The account was subscribed to our Magenta *** rate plan at $70.00 monthly including applicable taxes.  Please note, there were no handset orders placed on this account.  ********************** was subscribed to AutoPay, which automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.  As a result, ********************** received a $5.00 AutoPay discount for her eligible line of service.
  
  On December 2, 2021, and on January 5, 2022, AutoPay payments were remitted in the amount of $65.00 each.  However, on December 17, 2021, the payment in the amount of $65.00 originally remitted on December 2, 2022, was returned to T-Mobile by Ms. ********** financial institution.  As the payment was returned, the payment amount was returned to the account, and a Returned Payment Fee in the amount of $25.00 was assessed to the account.  Additionally, T-Mobile removed AutoPay from the account due to the returned payment.  
  
  Please note, no further payments were remitted to the account ending in ****.  On March 2, 2022, ********************** contacted our Team of Experts (TEX) and advised us that this third line was supposed to be on her T-Mobile account ending in ****, where she had a T-Mobile Home Internet line of service.  T-Mobile canceled the account per her request.  The account was canceled with a balance owed in the amount of $111.78, which consisted of the monthly service charges from December 12, 2021, through cancelation, late fee, and applicable taxes.  
  
  On March 25, 2022, ********************** contacted *** to advise us that she was not aware of the account ending in **** and wanted to report the account as fraudulent, and that she felt she was not responsible for the balance owed.  However, as ********************** knew the phone numbers active on the account, it was T-Mobiles position the account was not fraudulently activated, but was a billing dispute.  
  
  It is important to note that T-Mobile takes customers security very seriously.  T-Mobiles account verification policy states that if an account has a ***/passcode, it is the first piece of information that is requested by Team of Experts (TEX) to gain access to the account.  If a customer does not remember their ***/passcode, they can change their ***/passcode by receiving and verifying a one-time *** that is sent to their ********************** handset.  As ********************** was unable to verify the *** number on her account, and did not have access to the phone number, she was referred to a T-Mobile retail location with a government issued identification to reset the account password before access could be granted and review the account charges.  Please note, we did not receive any further contacts from ********************** regarding the account.  
  
  As T-Mobiles internal collection efforts were unsuccessful, on April 21, 2022, the account was referred to a third-party collection agency, ************************** (FAS).  A collection fee was assessed to the account in the amount of $27.95, which updated the balance owed to $139.73.  It is T-Mobiles position that the balance is valid and owed.  
  
  However, to resolve this matter, on August 20, 2022, T-Mobile applied a one-time credit in the amount of $139.73 for the final balance owed.  Additionally, T-Mobile removed the account from third-party collections and requested the collection agency to delete any negative information reported to the credit bureaus regarding this debt.  Please note that it may take up to 90 days for Ms. ********** credit report to reflect the change.  Finally, T-Mobile issued a refund to ********************** in the amount of $65.00 in the form of a prepaid card, sent via U.S. Mail to the billing address of record.  ********************** can expect to receive this refund within ten business days.  If ********************** has issues with her refund, she may contact the card issuer, North **** Technologies, for assistance at **************.  As of August 20, 2022, the account ending in **** remains canceled with a zero balance, and we regret any inconvenience to *********************** 
   
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  
  *************************
  Executive Response

• Initial Complaint

  Date:08/14/2022

  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.

  I have been a customer of ********************** and been using the home internet device for the last eight months. The home internet has been reliable until the month of august 2022. Since August, there is no reliable, actually no internet available even though I have been calling T-Mobile every other day for the last two weeks. Every time I hear a different excuse: tower is down, your device needs and update, you need to reboot your device etc. each time I spent near an hour talking to an agent and nothing is improving. I am paying for the services I am not receiving, and I am finding all T-Mobile agents deceitful. They are unable to admit or reveal the problem and not providing a solution. We live in rural area and our internet options are limited. We need T-Mobile to fix their issues so we can continue working from home.

  Business Response

  Date: 08/26/2022

  August 26, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****, ** *****
  
  Re:       *****************************
  Your File No. ********
  T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 14, 2022,regarding the above-referenced account.  Unfortunately,T-Mobile is unable to guarantee coverage in all areas.  There are several factors and conditions that *** interfere with actual service, quality, and availability.  Our speed projections are based on our analysis of internal and third-party data.  Available speeds can vary based on a variety of factors.  Some of these include network capacity and performance, signal power and signal quality, distance from serving tower,gateway positioning within the home, congestion, or heavy traffic on the network in the area, time of day, or sources of interference, among others.
  
  On August 8, 2022, T-Mobile initiated troubleshooting with ********************** as a result of ********************* issues she indicated she was experiencing.  Our records reflect, after troubleshooting,it was determined that a replacement High-Speed Gateway would be required, and T-Mobile issued
  ********************** a replacement Gateway.  As follow up, on August 22, 2022, our network engineering team confirmed that the ********************* at Ms. ********** residence is operating as designed and within normal parameters.
  
  Please be advised, ********************* is not under contractual obligation to T-Mobile.  If the current level of service does not meet her needs, she *** cancel service at any time without penalty as long as she returns the above-mentioned Gateway within 30 days of cancellation.  T-Mobile sincerely regrets any inconvenience to ***********************
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
  
  
  Very truly yours,
  
  T-MOBILE USA, INC.
  
  *************************
  Executive Response

• Initial Complaint

  Date:08/14/2022

  Type:Service or Repair 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.

  Hi I've got the T-Mobile 5G Home interent service and for the last 1 1/2-2 months I've went through 4 gateways because of severe lack of service . I've been in contact with T-Mobile a few times via phone and on multiple occasions via TMobile's ******** *********** numerous tickets have been filed with no resolution. Due to the fact I've already went through 2 of the ***** gateways and 3 ARC gateways with them only working the bare minimum I requested to exchange my current ARC gateway for the NEWEST Saugecomme Fast 5G home gateway and TMobile REFUSES to at least let me try everything possible to get the service I've been paying for and that they aversite.

  Business Response

  Date: 08/26/2022

  August 26,2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:      *****************************************
  Your File No. 17715935
  T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 14, 2022,regarding the above-referenced account. 
  
  T-Mobile regrets any concerns ********************** experienced with his T-Mobile *********************s.  Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors that *** interfere with actual service, quality, and availability.    On August 8, 2022, ********************** activated his T-Mobile ********************* with his line ending in 6077.  The account was subscribed to our T-Mobile Home Internet rate plan for $55.00 per month including applicable taxes.  ********************** was sent a ***** ************ router at no additional cost. 
  
  Regrettably, ********************* has contacted T-Mobile several times regarding his T-Mobile home internet service.  We found that in ********, ** there is great LTE, 2G, and 5G N600 *** mid-band service.  We have sent three additional exchanges for his Gateway which included another two ***** ************ and a Arcadyan Gateway,which he is currently using.  It is important to note that using different Gateway devices *** not increase speeds. 
  
  To further assist,on August 12, 2022, we engaged our network team who investigated and found that the network at the referenced location is operating as designed and within normal parameters.  The next upgrade for this location is estimated to occur from December 2022 through February of 2023. 
  
  ********************** stated his service is usable right now and can get faster speeds sometimes.  On August 23, 2022, T-Mobile applied a courtesy credit of $55.00 to the account balance for any inconvenience.  As of August 23, 2022, the T-Mobile ********************* remains active with an account balance of $137.00 for current monthly service charges.  ********************** accepted this as a resolution, and we regret any inconvenience to ********************** regarding this matter. 
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
  
  Very truly yours,
  
  T-MOBILE ********
  
  
  *************************   
  Executive Response

  Customer Answer

  Date: 08/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************************

• Initial Complaint

  Date:08/14/2022

  Type:Service or Repair 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.

  On 8/14/2022 I called T-Mobile to cancel my internet line service for mobile device number ************ which is $15 dollars a month to have 2GB ************* on a ******* iPad. I had wanted to take it off for lack of usage as most business places as well as hotels have free Wi-Fi. I was told I couldn't remove it as long as my monthly bill had any unpaid balance. After paying the bill to a $0 balance (in fact I have a +$64 dollar credit, I called to have them remove the internet line service for the IPad. When I asked when it would take effect, the customer support person told me September the 13th with the new billing cycle. She refused to prorate the service/usage which is 24 hours. I feel this was done in an effort to ***** me for one more payment because I am canceling service for that line. Their is nothing in the "no-contract" agreement that says a 30 notice is required to cancel line. .Please assist me in getting my $15 refunded.

  Business Response

  Date: 08/26/2022

  August 26, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************, Ste 200
  *****, ** *****
  
              Re:      ***********************************
                          Your File No. 17715875
                          T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 14, 2022,regarding the above-referenced account.   
  
  T-Mobile regrets any concerns ******************** may have regarding the account. Our records show on August 7,2022, ******************** remitted a payment of $254.08 leaving the account with a credit balance of $62.78.
  
  On August 14, 2022, ******************* contacted T-Mobile and requested the Mobile Internet line ending in **** to be canceled which was processed at the end of her current billing cycle September 13, 2022.  Pursuant to T-Mobile policy, customers are responsible for all charges through the end of their service term. Please be advised T-Mobile was unable to substantiate ******************* claims she requested a cancelation before this date or that she was advised she would need to pay the account balance before being able to cancel service.  
  
  The billing statement dated August 14, 2022, reflected a balance due of $105.57 which consisted of a credit balance of $62.78 and new charges of $168.35 from July 14, 2022, through August 13, 2022, and due by September 6, 2022.
  
  On August 22, 2022, in an effort to amicably resolve the matter, T-Mobile canceled the line ending in ****, and applied a courtesy credit of $15.00 leaving the account with a balance of $90.57. T-Mobile regrets any inconvenience to ********************.
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
  
  Very truly yours,
  
  T-MOBILE USA, INC.
  
  
  *********************************
  Executive Response

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17715875
  
  I am rejecting this response because: I was told by the T-Mobile representative on 8/14/2022 that the request would not go into effect immediately but that it would be effective "30 days from the date I called". With a new billing cycle ending on the 6th or 7th, T-Mobile will have the opportunity to bill be an additional $15 dollars for service that I requested to cancel. They have not closed the billing cycle and actually billed me yet. But they want this matter close before they do it. I want the impending charge past this "current" billing cycle waived. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 09/02/2022

   
  September 2, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ********************************;
  Your File No. 17715875
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 14, 2022, regarding the above-referenced account.   
  
  T-Mobile regrets any continued concerns ******************** experienced regarding the above-referenced account, and we appreciate the opportunity to respond.   On September 27, 2011, ******************** activated the above account and had three lines of service.  ******************** currently has two voice lines of service ending in **** and ****, which are subscribed to our One Plan Unlimited rate plan at $70.00 monthly including applicable taxes.  ******************** previously had a mobile internet line of service ending in ****, which was subscribed to our Mobile Internet 2GBs rate plan at $15.00 monthly including applicable taxes.
  
  It is important to note that ******************** is billed in arrears, which means she is billed after her monthly services are used.  ******************** billing cycle runs from the 14th to the 13th of every month with the payment due date on the 6th.  On August 14, 2022, ******************** requested to cancel her mobile internet line of service ending in ****.  When ******************** contacted us to request cancelation, she had already started a new billing cycle that ran from August 14, 2022, through September 13, 2022, therefore per our policy, the cancelation was set to be completed at the end of the billing cycle, which was September 13, 2022.  We regret if ******************** was not provided these details regarding our cancelation policy.  Upon receipt of ******************** correspondence, the future-dated cancelation request was removed.
  
  The billing statement dated August 14, 2022, reflected a balance owed in the amount of $105.57, which included credits for service for the previous month, monthly service charges including the Mobile Internet 2GB rate plan from July 14, 2022, through August 13, 2022, monthly equipment charges, and third-party services.  
  
  On August 22, 2022, T-Mobile cancelled the mobile internet line of service ending in **** effective immediately, and we applied a one-time credit in the amount of $15.00 to the above account for the monthly rate plan for the mobile internet line of service.  Please note the September billing statement will be available within three days after the next bill close date of September 13, 2022, and contain the charges from August 14, 2022, through September 13, 2022.
   
  Please note, when a line is canceled on a billing in arrears billing system, the next bill will include pro-rated charges for usage through the date of the final cancelation.  It will also include charges for any on-time charges and usage through the date it is canceled such as international usage or market purchases.  However, we have already provided credit for the full monthly service charge for the Mobile Internet 2GB rate plan of $15.00, which will cover the prorated charges on the next billing statement.  
  
  As of September 1, 2022, the account remains active with only two voice lines and currently reflects a balance owed in the amount of $90.57 for her last months service charges.  T-Mobile respectfully declines any further compensation.  ******************** accepted this as a resolution, and we regret any inconvenience to ******************** regarding this matter.  
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************. 
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  ***********************;
  Executive Response

  Customer Answer

  Date: 09/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:08/14/2022

  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.

  I was with Tmobile for about 13 years, and decided to switch to **************** Around July 2021. At that time I had a lot of difficulty exporting my number and tmobile customer service could not really assist after several phone calls over a week time span. At the time I transferred service I paid my bill and asked them if I owed anything else etc (I cancelled the first week of July so not a full month of service). The customer service rep said everything was fine and I paid everything. Fast Forward to early this year Feb-Mar 2021. I answered a phone call that stated a bill from Tmobile had been sent to collections and I was completely unaware of a bill. I did not receive a mail statement, an email, or a phone call from Tmobile regarding the supposed bill. Also, when Initially terminated service August 2021 I tried to log in to my tmobile account and could not because my service was deactivated. so I had to pay the collections ****** because of fees and additional charges. I also did not know what the charges were and couldn't understand why a full bill was generated when I cut off service the first week of the month and my bill was never more than $80. I say all this to say after being with tmobile for 13 years, my history with might be ruined because a bill was sent to collections that I had no way of knowing about. I actually would like to return to Tmobile now, a few store managers have said this has happened to other customers also. I would like to know if I can work with a specialist who can assist me with reopening a tmobile account because I would like to transfer back and hopefully without a deposit. One of the managers at the store mentioned also being eligible to pay off my xfinity phone for switching service. ************************** (Tmobile Collections)Dec 25, 2021 - (Collections) 30 Days ************ / 888-474-3194 Acct: 686-622-504 July 7, 2021 $108.73 Aug 16, 2021 ($******) ****** Avian

  Business Response

  Date: 08/25/2022

  August 25,2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:      *********************
  Your File No. 17715602
  T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 14, 2022, regarding the above-referenced account.  Please be advised we have made attempts to contact **************, which have proven unsuccessful.  As such, T-Mobile will make every effort to address Ms. ****** concerns within this letter. 
  
  T-Mobile regrets any concerns ************** experienced with the billing of her account.  T-Mobile records reflect that prior to cancelation of service, ************** had a voice line of service ending in **** which subscribed to the Simple Choice rate of $50.00 and received a $7.50 government discount.  This line also subscribed to the optional Simple **************** Data and 5GB SMHS feature of $20.00 per month and received a $3.00 government discount, and the optional Protection 360 device coverage of $18.00 per month.  Further, ************** had a ***** line of service ending in **** which subscribed to the ***** by DIGITS rate of $10.00 per month and received a $10.00 monthly discount as part of the Proxy by DIGITS discount promotion.
  
  T-Mobile has reviewed the account and confirmed the mobile number ending in **** was transferred to another service provider on July 9,2021. The arrangement to transfer the line of service was made directly with Ms.****** new wireless service provider and not with T-Mobile whose only involvement in this transaction was to cancel the line of service after Ms.****** new wireless service provider took control of it. 
  
  Please note, due to the cancelation of the associated voice line on July 9, 2021, the account no longer qualified for the Proxy by DIGITS discount of $10.00 per month.  T-Mobile records do not indicate we received a request from ************** at any point to cancel the line of service ending in ****.  As such, the line continued to bill monthly until it was canceled due to non-payment on November 10, 2021. 
  
  As Ms. ****** account was billed in arrears, the payment of $108.73 ************** made on July 7, 2021, was applied to services rendered for the previous bill period of May 24, 2021, to June 23, 2021.  On July 23, 2021, a new billing statement was made available to Ms. ****** account with a balance due of $123.28, which included service charges to be rendered from June 24, 2021, to July 23, 2021.  Pursuant to T-Mobile policy, accounts billed in arrears which are canceled prior to the end of a bill cycle will still be billed for the monthly rate plan and features through the end of the current billing cycle.
  
  As a payment was not made for the balance of $123.28, and the line of service ending in **** was not canceled, the billing statement made available on August 23, 2021, reflected a balance due of $139.30, which included the past due balance of $123.28 and current charges of $16.02 for the ***** line of service and associated late fees.
  
  The billing statement, which was made available September 23, 2021, reflected a total balance due of $154.08, which included the past due balance of $154.08 and current charges of $14.78 for the ***** line of service and associated late fees.
  
  On October 23, 2021, a new billing statement was made available in the amount of $159.28, which included the past due balance of $154.08 and a late fee of $5.20.  No new charges for service were assessed with this bill statement, as the account had been suspended for non-payment.
  
  On November 10, 2021, the account canceled in full for non-payment, and on November 23, 2021, a final billing statement was made available in the amount of $164.69, which included the past due balance of $159.28 and a late fee of $5.41.
  
  On December 27, 2021, as T-Mobiles collection efforts were not successful, the account was referred to the third party collection agency, **************************.  Our records reflect ************** settled the account with ************************** and made a partial payment of the balance due, totaling $118.58.  With this payment, as of February 23, 2022,Ms. ****** account reflects Settled in Full with a remaining balance owed of $46.11.
  
  In our review of the account, a T-Mobile billing error was not identified.  ************** may apply for T-Mobile service through any sales channel; however, any required down payment or deposit required will be considered valid.  T-Mobile regrets any inconvenience to **************.  
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
  
  
  Very truly yours,
  
  T-MOBILE USA, INC.
  
  *******************************
  Executive Response

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17715602
  
  I am rejecting this response for several reasons:

   

  1.) When I called to cancel service I outright specifically asked the Tmobile sales associate - "Is there any other further billing that needs to be expected , and they replied No". Please review recordings from July 9th since all customer encounters are to be reported. It was Tmobile responsibility to notify me that another bill would be generated for the billing cycle from June 24- July 24 2021. 

  2.) At the time that I called I asked that all Tmobile Service be cancelled including the proxy number. The customer service agent also speifially stated that the proxy number would "automatically terminate with the services" because he specifically stated that you cannot maintain a proxy number if tmobile service is ended as it is connected to the primary line. The fact that Tmobile was negligent in cancelling proxy service is not my fault and I should not be accountable for that.

  3.) Stating that i would be billed for a full month of service although in truth it should only be from June 24-July 9 16 days is also incorrect, how can I be billed for service that I did not use. Even when you rent an apartment and move out or in and it has not been a full month you pay a prorated charge. My prorated charge should have been for 16 days not a full month.

  4.) Tmobile DENIED ACCESS to my Online Portal therefore I had no access and no knowledge of any bill being generated and/or what I was being billed for, Tmobile also failed to contact me via phone or mailed billing statement. This is unethical for numerous reasons as a consumer we are supposed to be provided with a way to access this information and I had no access or knowledge and no attempts were made on behalf of tmobile if this is the case please provide evidence of that. No written communication or billing statements were sent after termination of service. We can confirm this with consumer protection laws. This is the biggest breech of consumer rights there is and negligence on tmobile to then send to collections.

  5.) And to say that it was "settled" for ****** and then turn around and say that I "owe an outstanding balance of ***** is contradictory". It's either an account is settled or I owe a balance. 

  6.) Please know that I will return your call to speak with you directly on Thursday Sept 1, 2022 when I have a day off from work. Thank you.

  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/05/2022

  September 5,2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:      *********************
  Your File No. 17715602
  T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 30, 2022, regarding the above-referenced account. 
  
  T-Mobile regrets any continued concerns ************** has in regarding to this account.  As noted in our response to your office on August 25, 2022, prior to cancelation of service,************** had a voice line of service ending in **** which subscribed to the Simple Choice rate of $50.00 and received a $7.50 government discount.  This line also subscribed to the optional Simple **************** Data and 5GB SMHS feature of $20.00 per month and received a $3.00 government discount, and the optional Protection 360 device coverage of $18.00 per month.  Further, ************** had a ***** line of service ending in **** which subscribed to the ***** by DIGITS rate of $10.00 per month and received a $10.00 monthly discount as part of the Proxy by DIGITS discount promotion.
  
  T-Mobile has reviewed the account and confirmed the mobile number ending in **** was transferred to another service provider on July 9,2021.  Due to the cancelation of the associated voice line on July 9, 2021, the account no longer qualified for the Proxy by DIGITS discount of $10.00 per month.  T-Mobile records do not indicate we received a request from ************** at any point to cancel the line of service ending in ****.  As such, the line continued to bill monthly until it was canceled due to nonpayment on November 10, 2021.  We regret if ************** was advised otherwise.   
  
  As Ms. ****** account was billed in arrears, the payment of $108.73 ************** made on July 7, 2021, was applied to services rendered for the previous bill period of May 24, 2021, to June 23, 2021.  On July 23, 2021, a new billing statement was made available to Ms. ****** account with a balance due of $123.28, which included service charges to be rendered from June 24, 2021, to July 23,2021.  Pursuant to T-Mobile policy,accounts billed in arrears which are canceled prior to the end of a bill cycle will still be billed for the monthly rate plan and features through the end of the current billing cycle.
  
  Please note, when a customer cancels the ********************** number listed as primary on an account, any online account access registered with that mobile number is also canceled.  As such,any future billing statements are sent to the billing address on file.
  
  On November 10, 2021, the account canceled in full for non-payment, and on November 23, 2021, a final billing statement was made available in the amount of $164.69, which included the past due balance of $159.28 and a late fee of $5.41.
  
  On December 27, 2021, as T-Mobiles collection efforts were not successful, the account was referred to the third-party collection agency,**************************. Our records reflect ************** settled the account with ************************** and made a partial payment of the balance due,totaling $118.58, leaving a remaining balance owed of $46.11. With this payment, as of February 23, 2022, Ms. ****** account reflects Settled in Full.
  
  Please be advised that while a customer may elect to settle an account with a third party collection agency for less than the amount owed, any remaining balance will remain on the account; however, T-Mobile will no longer pursue payment of that balance.
  
  Please be assured T-Mobile strives to provide world-class service to all our customers on each contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. ****** recent contact with our Team of Experts (TEX) or Executive Response Team.
  
  Despite the balance remaining on Ms. ****** canceled account, she may still apply for T-Mobile service through any sales channel;however, any required down payment or deposit required will be considered valid.  T-Mobile regrets any inconvenience to ***************
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
  
  
  Very truly yours,
  
  T-MOBILE USA, INC.
  
  *******************************
  Executive Response
  

• Initial Complaint

  Date:08/14/2022

  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.

  8/13/22 this company has been horrible they went in changed my due date to what they wanted to and doing so caused my account to be cut off before I got paid they they lied to me and changed my plan as well without my permission and then when u tell them they are rude and tell u it's nothing they can do about it

  Business Response

  Date: 08/26/2022

   
  August 26, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************************
  Your File No. 17715521
  Metro by T-Mobile Account No: *********
  
  To Whom It May Concern:
  
  Metro by T-Mobile is a brand operated under T-Mobile USA, Inc. (T-Mobile).  As such, T-Mobile provides response on behalf of Metro by T-Mobile.  T-Mobile and Metro by T-Mobile may sometimes be referred to herein, collectively, as T-Mobile.  T-Mobile is in receipt of your correspondence dated August 15, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any concerns ********************** experienced regarding the above-referenced account and we appreciate the opportunity to respond.  T-Mobile records confirm on August 12, 2022, ********************** contacted ************* to request assistance with her service refill amount and due date.  At that time, she requested that the due date be extended to the 19th of each month.  Per ************************ request, her service cycle was updated to run from the 20th of one month to the 19th of the following month, and this change resulted in a prorated amount due immediately of $29.00.  ********************** remitted payment in full on August 14, 2022, resulting in an account balance of zero.  
  
  Please be advised, the attachments ********************** submitted with her letter to your office included a screenshot of her online MyAccount homepage reflecting her next service refill amount and due date.  As reflected in the screenshot provided, ************************ due date is the 19th of each month moving forward.  She also submitted a separate screenshot showing a payment that was remitted for an optional Data Top Up for $5.00, which provides 2GB of high-speed data for use with her device or shared ********************** hotspot.  While we regret any inconvenience to **********************, it is T-Mobiles position that no Metro by T-Mobile errors have occurred.  As such, we respectfully decline to take any action at this time.  
  
  Please be assured T-Mobile takes allegations of employee misconduct very seriously.  We make every effort to be professional and courteous to our customers.  We apologize if any T-Mobile employee failed in any way to display that during ************************ recent contacts with our *************. 
  
  Based on the foregoing, we respectfully request that this complaint against T-Mobile be closed.
  
  Customers may contact ************* either by dialing 611 from their handsets or by dialing **************** from their handsets during the hours of 6am 2am CST.  If you have any questions, please do not hesitate to contact our office at the address listed below or toll free at **************.
  
  
  Very truly yours,
  
  METRO BY T-MOBILE
  
  *******************************
  Executive Response