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.

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  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

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  T-Mobile USA, Inc.

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

• 

  T-Mobile Usa Inc

  1580 Montgomery Hwy Birmingham, AL 35216-4586

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:08/14/2022

  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.

  On Friday May 27, I began a live chat with a T-Mobile representative to ask about their cell phone trade offer. I was advised that I could trade my phone and would be provided a gift card up to $650 per phone in my household. Two phones were determined to be eligible. I asked several times if the gift card would be for the full value of the phones. The representative answered that T-mobile would pay the full price up to $650 for the phones via gift card. Only after the full transaction was confirmed did they come back to say that their manager had told them the gift card was for a part of the value and that I would get 2-3 account credits after 30 days of activity.I was upset and requested the cancelation of the transaction. The representative stated that he could not cancel at the time but that once I received the phones to return them and the account would be canceled and that I would not incurr in charges.I insisted to cancel via chat. The representative insisted that he couldn't cancel because the transaction was already in the system. On June 5th my credit card was charged $252.As soon as the phones were received they were immediately returned to them via UPS.Between June ***** I received an email confirming equipment refunds. However, on June 20, my credit card was only refunded $174.On June 24, I was charged an additional $160.I called T-mobile to request the rest of the $252 + a refund of the $160 and filed a complaint while on the line (#********). They insisted they couldn't just request a refund and that the lines were at that time still active. They proceeded to deactivate the phone lines that should have been cancelled when they received the equipment in return. On July 5, I was on the phone with T-mobile again because they hadn't refunded the money. I was told to wait. On July 21, I called them again and the issue was escalated (0401716461).As of today I have not received a refund for the $78, and they sent a bill for $185.99.

  Business Response

  Date: 08/25/2022

  August 25,2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:      ******************************************
  Your File No. 17715340
  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 the billing of her account.  T-Mobile records reflect on May 27, 2022, ******************************* qualified for and took advantage of our Equipment Installment Plan (EIP) with the purchase of two ******* Galaxy Active4 watches, and two ******* Galaxy S22 handsets.  EIP is a payment option that allows eligible customers to purchase handsets or accessories by remitting a down payment at the time of purchase, if required, and agreeing to pay the remaining balance in 24 monthly installments.  ******************************* was not required to remit a down payment at the point of sale; however, she agreed to pay $252.00 for the taxes on the full retail pricing of the equipment, and a $30.00 assisted support fee for each of the four devices.   
  
  On June 5, 2022, the equipment shipped and ******************************* account was activated with two lines of voice service which subscribed to the Magenta *** rate of $150.00 per month for these two lines, and two lines of wearable service which subscribed to the *********************** Standalone rate of $15.00 per month for each line.  
  
  Further, ******************************* enrolled in AutoPay to save $5.00 per each line of service each month.  Please note, AutoPay 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. 
  
  Please be advised, in early 2014, T-Mobile announced Contract Freedom for consumers looking to switch from any U.S. carrier to T-Mobile.  In March 2015, we went a step further and added reimbursement of equipment financing charges, up to $650.00 per device, to our original offer.  In order to participate in T-Mobiles Carrier Freedom promotion, the Terms & Conditions of the promotion require new customers to submit their request for reimbursement at www.switch2tmobile.com within 30-days of activation.  Once the submission is approved, the value of the promotion will be awarded via a one-time credit of the Fair Market Value (FMV) of the traded-in device, and the remaining balance via a prepaid MasterCard.
  As T-Mobile bills concurrently, ******************************* first billing statement was made available on June 5, 2022, in the amount of $160.00 for services to be rendered from the billing period of June 6, 2022, to July 5,2022. 
  
  T-Mobile records reflect ******************************* returned the two ******* Galaxy Active4 watches and the two ******* Galaxy S22 handsets, and the devices were received at the T-Mobile warehouse on June 16, 2022.  As such, four refunds were processed to ****************-Alvarezoriginal payment method, in the amounts of $48.00, $48.00, $78.00, and $78.00:for a total, combined refund of $252.00.  ******************************* should have received the funds within five business days of June 16, 2022.  As such, we respectfully request ******************************* follow up with her financial institution in the event the refunds were not received.
  
  As a request was not received from ******************************* to cancel the lines of service, the payment of the $160.00 balance was debited with AutoPay on June 24, 2022.  Our records reflect ******************************* spoke with Team of Experts (TEX)on June 24, 2022, in dispute of the payment and requested the account to be canceled in full.  The request was entered to complete at the end of the current bill period, on July 5, 2022;however, ******************************* request to refund the $160.00 payment was declined, pursuant to T-Mobile policy, to allow any late billables or third-party charges to be assessed.
  
  On July 23, 2022, T-Mobile received notice from ****************-Alvarezfinancial institution that the payment of $160.00 paid on June 24, 2022, had been returned as unpaid.  As such, the balance of $160.00 was applied back to the account, and a returned payment fee of $35.00 plus taxes was assessed, revising the balance due to $185.99.
  
  T-Mobile regrets any inconvenience to ********************************  While a T-Mobile billing error was not identified, in an effort to reach an amicable resolution to this matter, our office has applied a credit to the account totaling $185.99.  With this action, ******************************* account will remain canceled with a zero balance.  
  
  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: 08/26/2022

   
  Complaint: 17715340
  
  I am rejecting this response because:  First, the information provided by T-mobile is transactional, a story built based on the numbers reflected in their system.  However, the issue in this case, that is not being addressed by T-mobile, is the misleading and false information the T-mobile chat representative provided to me in order to make a sale.  

  On May 27, 2022, I accepted an offer from the chat representative from which I would be able to trade my equipment from AT&T for new equipment from T-mobile.  T-mobile would pay up to $650 per phone line.  

  I asked the representative multiple times how the payment would be made to AT&T.  The representative responded that I would receive the payments as a gift card that I would be able to use to pay AT&T $650 per line.  

  During my conversation with the representative, I received an email which stated that the value of my current equipment was under $300.  This concerned me because based on that value I would not receive a payment that would cover my current phones.  The representative continued to provide false information and stated that the email did not reflect the accurate value.

  I began to read the fine print and noticed that it stated that statement credits would be processed to cover the trade-in value.

  Only after the full transaction was completed, signing me up for autopay, sending me the service agreement and documents, did they say that he had made a mistake and that what I read in the fine print was accurate.  

  I immediately informed them that I wanted to Cancel the order.  Again, they made another false statement, stating that they could not cancel the order, that I had to receive the equipment and return it.

   

  This person wasted three hours of my time.  I requested a cancellation and they insisted that they could not cancel it.  I requested a copy of the chat conversation.  They stated that they would send it to my email.  That did not occur.

   

  Since then, I have invested hours in resolving this issue.  I had to drive to *** to return the equipment and been on the phone with t-mobile multiple times. 

  On June 20, 2022, I received three refunds in the amount of $48, $48, $78 (see attached document).  T-mobile insists that they provided the full refund of $252.  When I called T-mobile on July 21 to request my $78 refund and dispute the $160 charge made to my card on June 24, 2022, they stated that they would investigate why the financial institution only received three refunds and I would receive a response in 3-5 business days about the $160.

  On June 24, I initiated a dispute with my bank for the refund of $160.  I requested a cancellation on May 27 of all T-mobile services and the receipt of the equipment.  T-mobile did not accept my cancellation.

  I then received a $185 bill from T-mobile because the bank returned/disputed the $160.  They are "amicably" saying they will withdraw the $185 bill and to contact y financial institution in regard to the $78 refund they allegedly initiated on June 20. 

  My financial institution decided to file a dispute for the $78.  They cannot find the transaction that T-mobile alleges they initiated for that amount.

  I am requesting for my account to be cleared of any charges and that the disputes from my financial institution be accepted by T-mobile. 

  It is sad that T-mobile's response lacks humanity and does not even include an apology for, not only allowing their representative to provide misleading and false information, but for disregarding people's time.  

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

  Business Response

  Date: 09/01/2022

  
  September 1,2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:      ******************************************
  Your File No. 17715340
  T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 25, 2022, regarding the above-referenced account. 
  
  T-Mobile regrets to hear of ****************-Alvarezconcerns.  As noted in our response to your office on August 25, 2022, T-Mobiles Carrier Freedom promotion offers customers switching from any carrier to trade in their equipment and T-Mobile will reimburse the equipment financing charges, up to $650.00 per device.  Once the customer submits their registration and is approved, the value of the promotion will be awarded via a one-time credit of the Fair Market Value (FMV) of the traded-in device, and the remaining balance via a prepaid MasterCard.  The full Terms and Conditions are detailed online at www.switch2tmobile.com.  We any misunderstanding provided to ******************************* regarding the promotion terms.  
  
  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 ******************************* recent contacts with our retail location, Team of Experts (TEX), or Executive Response Team.
  
  T-Mobile records reflect ******************************* two ******* Galaxy Active4 watches and the two ******* Galaxy S22 handsets were received at the T-Mobile warehouse on June 16, 2022, and four refunds were processed to ****************************** original payment method, in the amounts of $48.00, $48.00,$78.00, and $78.00: for a total, combined refund of $252.00.
  
  We understand from ******************************* correspondence to your office that she did not receive one of the $78.00 refunds and that her financial institution has disputed this amount; however, we were unable to substantiate the information provided.  Nevertheless, in an effort to reach an amicable resolution to this matter, our office has issued an additional $78.00 refund via a prepaid MasterCard to the address listed on the account.  ******************************* should receive the funds within ten business days.
  
  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 ResponseTell us why here...

• Initial Complaint

  Date:08/14/2022

  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.

  All started june 18th 2022. Signed up for a hot spot and it didn't work in my area. So I tried to return it the next day but they were closed do to staffing shortage. So I returned June 20 2022 at 9:48 am. **** at T-Mobile-3SAF *****************************************************. Sales rep#****161 **** let me in and I explained that it didn't work. He then told I shouldn't have been sold it because it's a known bad area. **** preceded to cancel everything and close my account and reverse all charges. When I get my credit card bill they had charged me so I called customer service and they issued a refund to my card. Only to have them send me a past due bill for $151.52. So I talk to customer service again but they can't help me and send me back to the store and have **** call and verify I'm who I say I am and that it was canceled only to find out they had canceled but corporate had not so **** explains it should all be closed out and no charges to me. So I leave being told everything is settled and not to worry. Well low and behold here comes a bill for past due. I have over 6hrs on the phone with customer service. On ************ pm I call again and they say everything is closed and clear no charges and I would receive an e-mail confirming our conversation in 1 hour nothing came. So I called back the next day saying that won't happen and I needed to go to a store again. I'm over in ******, ** right now so I drove to *********, ** to have the store call customer service again and verify my identity. Store said no need your account is clear now. The reason for that is they charged my credit card on 8-9-22 for $151.52 on a closed account and supposedly all my autopay information had been removed so now they re-instated autopay without my consent.. I have filed a dispute with my credit card against T-Mobile. They recommend closing my credit card and have them issue a new one to stop T-Mobile from charging me anymore. Any help would be greatly appreciated. *********************** acct#*********

  Business Response

  Date: 08/26/2022

  August 26, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************
  Your File No. 17715189 
  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 ****************** has experienced and we appreciate the opportunity to respond.  T-Mobile records indicate on June 18, 2022, ****************** activated a Mobile Internet line of service on our 100GB Mobile Internet rate plan for $55.00 plus tax monthly.  At that time, ****************** purchased an Inseego 5G MIFI M2000 hotspot device through an Equipment Installment Plan (EIP) by remitting a down payment of $23.72.  
  
  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.  T-Mobile has verified the address on Mr. ******** account and based on the coverage map, confirms his account address is in an in-vehicle 5G and in-residential 4G LTE coverage area with no known issues.  
  
  The billing statement dated June 19, 2022, reflected a total balance of $58.40.  This balance consisted of monthly access charges from June 19, 2022, through July 18, 2022.  Please note on July 9, 2022, a payment of $58.40 was remitted toward the account which updated the balance to zero.  However, this payment was returned unpaid by the financial institution on July 10, 2022, and as a result, the charges were reapplied to the account, which updated the balance to $58.40.  Please note on July 13, 2022, T-Mobile received a notification from that the above-mentioned down payment of $23.72 was also returned unpaid, therefore, this amount was applied to Mr. ******** account as a one-tie charge, which updated the balance to $82.12.
  
  T-Mobile records confirm on June 20, 2022, ****************** returned the above-mentioned hotspot device.  Please note on July 9, 2022, a payment of $58.40 was remitted toward the account which updated the balance to zero.  However, this payment was returned unpaid on July 10, 2022, which updated the balance to $58.40.  In addition, on July 13, 2022, T-Mobile received a notification from **** that the above-mentioned down payment of $23.72 was returned unpaid which updated the balance to $82.12.
  
  The billing statement dated July 19, 2022, reflected a total balance of $151.52.  This balance consisted of a past due balance of $82.12 and new charges of $69.40.  The new charges were for monthly access charges from July 19, 2022, through August 18, 2022, a returned payment fee, and a late fee. 
  
  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 ****************** was unable to receive the one-time PIN, he must visit a ********************** retail location with a government-issued identification to reset the account password before access can be granted.  As such, Mr. ******** service remained active until July 28, 2022, when he cancelled service by visiting a T-Mobile retail location.   
  
  On August 9, 2022, a payment of $151.52 was remitted toward the account which updated the balance to zero.  The billing statement dated August 19, 2022, reflected a credit balance of $47.67.  This balance consisted of a credit for prorated monthly access charges due to the mid-cycle cancellation.  Please note on August 21, 2022, the above-mentioned payment of $151.52 was returned unpaid which updated the balance to $103.85.
  
  To resolve this matter, on August 22, 2022, T-Mobile issued a credit of $103.85 for the remaining account balance.  Mr. ******** account remains closed with a zero balance.  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.

  This complaint is based on our LTE/5G service speeds. Whenever we are by our house, the speeds are just fine, even with only 2/4 bars. The problem occurs when we drive elsewhere. Even in places where we get full bars, the speeds are less than 1 Mb/s, which isnt enough to even load ****** searches. We have reached out to them trying to troubleshoot this, but every time it seems like it get slower and slower. I am fed up with their slow speeds in areas where we are promised faster speeds.

  Business Response

  Date: 08/25/2022

  August 25,2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:      *************************
  Your File No. 17715259
  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 to ************** regarding his coverage.  Our Personal Coverage Check tool, which predicts and approximates service availability down to the street level shows that ************** should expect satisfactory coverage.  ************** we cannot guarantee coverage as there are many factors that can affect the coverage day to day.  Devices also have varying speed capabilities and may connect to different bands depending on technology. 
  
  On August 2, 2022,records indicate that authorized user, *********************, spoke with our Team of Experts (TEX) regarding coverage concerns he was having.  TEX initiated troubleshooting in an attempt to resolve Mr. ****** coverage concerns.  ************** Mr. ****** coverage concerns were not resolved after troubleshooting.  As such, on August 18,2022, TEX filed an engineering ticket.  After review, our engineering team indicated that T-Mobile coverage at the billing address shows to be moderate, the network at that location is operating within normal parameters and as designed, and there are no upcoming plans in the near future to add a new tower site to this location.      
  
  On August 24, 2022,our office contacted **************, and she indicated that the only line currently witnessing issues at this moment is the one ending in 0168.  Since a network concern would affect all T-Mobile devices within the household, our office conducted troubleshooting on the Apple iPhone X associated with this mobile line. ************** is currently testing the effectiveness of that troubleshooting. If service issues persist,************** can contact me by email at *************************************** or at the number below and we will continue to work with her to resolve the service issues on this handset.  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

• 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.

  T-Mobile acct no ********* failure to disclose charges in advance of the charges being billed to the account. As a service provider it is their responsibility to advise any customers such as myself charges before they are billed. They billed the account one time charge of $426.25 which could have been avoided and prevented had it been disclosed. The charges in question were from July 5th and July 6th. Many attempts have been made to get this resolved by phone with Tmobile team of experts. During 2 different attempts I was informed not to worry no charges had been or were being billed only to find out not true and that I had been lied to. Their was a ticket opened on July 18th by rep with *************** to get this resolved. I was requested to give her 72 hours to get resolution and never heard back. On Aug 1st Tmobile was contacted by mail at the ***********, ** as their website outlines for written dispute. To date no response and no resolution. . Having been a customer of ********************** for many years, this is the first time experiencing failure to disclose with Tmobile.

  Business Response

  Date: 08/26/2022

  August 26,2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:      ******************
              T-Mobile Account Holder:  **************************
  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.  Please be advised the account holder of record is **************************, and that T-Mobile has confirmed ************************** and ****************** are one and the same.  T-Mobile is pleased to inform you that upon speaking with **************, she confirmed her concern has been resolved to her satisfaction.
  
  T-Mobile regrets any concerns ************** has regarding the account, and we appreciate the opportunity to address this matter.   On January 2, 2006, ************** activated the account and has four voice lines of service with the mobile numbers ending in ****, ****, ****, and ****.  ************** is subscribed to the T-Mobile Essentials Voice rate plan per month, which includes domestic unlimited minutes, unlimited messages, and unlimited data at up to 5G speeds depending on device and network capability.
  
  The billing statement dated July 15, 2022, reflected a total balance due in the amount of $563.14 which was due by August 7, 2022, and was for services from June 15,2022, through July 14, 2022.  This balance was for new charges and consisted of monthly recurring charges,international roaming charges, as well as applicable taxes and fees.  Please note the international roaming charges occurred on July 5, 2022, and July 6, 2022, on the mobile numbers ending in ****, ****, and ****.  Please note, calls made or received while the handset is roaming on a cruise ship are billed at a rate of $5.99 per minute and sending texts is billed at $0.50 each, even if the ship is at dock in **** waters.  Receiving texts incurs no charge and these are deducted from the domestic text allotment.  These rates apply while the handset is powered on as calls and texts are traditionally routed to the cruise ships network.
  
  On July 6, 2022,T-Mobile sent ************** a text message to the mobile numbers ending in ****,and ****, which stated the following:
  
  Caution! As of 07/06/2022, charges for calls not included in your T-Mobile plan are $245.59 in this bill cycle.  View details at http://t-mo.co/209CT9 and Caution!  As of 07/06/2022, charges for calls not included in your T-Mobile plan are $149.75 in this bill cycle.  View details at http://t-mo.co/209CT9. 
  
  The total charges for international roaming for the mobile numbers ending in ****, ****, and **** were $426.25, which includes the charges reflected in the above-referenced text message notifications.  T-Mobile considers these charges valid.
  
  On August 5, 2022,************** remitted a payment in the amount of $563.14 which resulted in zero balance.  The billing statement dated August 15, 2022, reflects a total balance due in the amount of $137.56 which was due by September 7, 2022, and is for services from July 15, 2022, through August 14, 2022.  This balance is for new charges and consists of monthly recurring charges, as well as applicable taxes and fees.
  
  On August 22, 2022,as a courtesy and means to amicably resolve Ms. ****** concerns, T-Mobile offered, and ************** accepted, a one-time courtesy account credit in the amount of $426.25 to cover the international roaming charges which resulted in a credit balance of $288.69.  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

• 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.

  My self and My friend open T-Mobile on Feb 2019, My Phone Number Primary number, My Home address Billing address, my bill payment date last 3 years 19th every month, I was paying auto pay every month bill till July 19th 2022 with out any issue from MY Credit card. I have total 11 lines paying almost $300 every month.On Wednesday at 2:30 PM 8/10/2022 T mobiles disconnected all my 11 lines without informing me. my Primary phone number ************ they didn't sent even a message, email or phone call. On Tuesday (8/9/2022), I talk to T mobile customer service evening 4 PM to 8 PM and Wednesday (8/10/2022) till 10 AM to 1 pm I am talking to T mobile customer service to adjust account they didn't fix my account Issue. That time also T-Mobile didn't even inform me my 11 lines going to disconnect.I don't have no phone line till pay $265 and activate my 11 lines, including customer service number 611 also not available. I managed to signup one line with new Phone Carrier on Thursday called T Mobile customer service they ask me to pay $265 to activate my 11 line. I paid right away. try to transfer my lines to new carrier it took me 5 hours to resolve transfer. T-Mobile Customer Agents bounced me between agents or disconnected customer service. I want to know why ********************** disconnected service without informing and why they charge me $265 on Aug 11th 2022 to activate all 11 line service billing.Service billing cycle always ends the 26th day of each month. I have service till August 8th. Please charge for 13 days and extra money please refund.Without phone, life is not easy. Especially on the first week of school picking up and dropping kids at high school, middles school.

  Business Response

  Date: 08/26/2022

   
  August 26, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *****************
  T-Mobile Account Holder: ********************;
  Your File No. 17714505
  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 T-Mobile records indicate the account holder of record is *****************************, and he has designated ***************** as an authorized user of the account.
  
  ********************** regrets any concerns ************** may have regarding his service and we appreciate the opportunity to respond.  A Change of Responsibility (COR) is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business.  It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account.
  
  T-Mobile records indicate on August 10, 2022, the account holder of record provided authorization to move the lines ending in ****, ****, ****, ****, ****, ****, ****, ****, ****, ****, **** and **** to a different T-Mobile account via a COR.  On August 11, 2022, our Team of Experts (TEX) were contacted by a T-Mobile retail associate and after the account holder was verified by the retail associate, a request was made to cancel all lines except for the line ending in ****.  Pursuant to his request the lines ending in ****, ****, ****, ****, ****, ****, ****, ****, ****, **** and **** were canceled the same day.  Additionally, on the same day, the line ending in **** was transferred to a new T-Mobile account which ultimately canceled the account in full. 
  
  The billing statement dated July 27, 2022, reflects a balance owed in the amount of $262.17.  This balance consisted of monthly access charges for services from July 27, 2022, through August 26, 2022, and international calling charges, with a due date of August 19, 2022.  Please note, as the account was enrolled in AutoPay, this balance was scheduled to be automatically paid on August 17, 2022. 
   
  On August 12, 2022, the lines ending in ****, ****, ****, ****, ****, ****, ****, ****, ****, **** and **** were resumed from cancellation.  Please note, when a customer requests to resume service, ********************** requires any outstanding account balance be paid in full to resume service.  As such, ************** remitted a payment in the amount of $262.17 on August 12, 2022, which reduced the balance to zero.  On the same date, the numbers ending in ****, ****, **** and **** were transferred to a different T-Mobile account via COR.  The numbers ending in ****, ****, ****, **** and **** were ported to a new carrier and as such, they were canceled on this account.  Please note, this account remains activate with the numbers ending in **** and ****.  
  
  If ************** requires any further assistance regarding this matter, he may contact T-Mobile at ************.  T-Mobile regrets 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 USA, INC. 
  
  *********************
  Executive Response

• Initial Complaint

  Date:08/14/2022

  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.

  I called Tmobile around July of 2021 to have a hotspot device removed from my account that was charging 10/month to my total bill and was under the assumption that this device would be removed as promised. I have my bill set up on autopay so I usually dont go in to check my lines attached to my service one of the reason I use autopay feature. Well within the last couple months I upgraded my phone so I logged into my online account (july 2022) to check the breakdown of my bill and noticed I was still being charged for the hotspot device at 10/month which means I was charged $120 total from when the device was supposed to be disconnected as promised by my carrier. I called in to ask why had I been charged for those 12 months if I was promised and guaranteed the device would be removed. The representative that I spoke with at that time told me she was only allowed to provide a maximum of a $60 credit approved by her manager and that she would put in a ticket to see about an additional $60 for the following month. Today 8/14/22 I called in to check the status of the ticket and was informed that there was no ticket about what the previous representative told me would be initiated in regards to an additional $60 credit for the following month. I spoke with a manager who informed me that there would be no $60 credit additional because it was my responsibility to file a dispute on a bill within 60 days from initiation of the service being s*** down. I dont see how it is fair that if my carrier guarantees and promising a service be removed yet I am still being charged a year later it would only be fair to give me what was promised as far as service is concerned. If I initiated a cancelation of a line/service in july of 2021 and am still being charged a year later july of 2022 that means as a consumer I am down a total of $120 dollars and only providing a one time $60 credit does not satisfy the loss I took as the customer. I only want whats fair and what was promised.

  Business Response

  Date: 08/26/2022

  
  August 26,2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:                  *************************************
                          Your File No. 17714706
                          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 is pleased to report that we have resolved this matter to ************************ satisfaction.
  
  T-Mobile regrets any concerns ********************** has with the cancellation of his Mobile Internet (MI)line ending in **** and we appreciate the opportunity to respond to this matter.  Records confirm that on November 29, 2020, ********************** activated his MI line ending in ****.
  
  Records further confirm that on July 7, 2021, ********************** contacted T-Mobile to cancel the MI line ending in ****.  However, at the time of our discussion with **********************, T-Mobile agreed to provide him until the end of his billing cycle to fully decide if he wanted to cancel this line of service.  T-Mobile did not hear back from ********************** with regards to his line of service until June 22, 2022, which is when this line was fully canceled.
  
  Please be advised within T-Mobiles Terms and Conditions,customers are advised they are to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. However, the first notice that T-Mobile received regarding a dispute of this line and associated charges was on June 22, 2022, as mentioned above.  As this is beyond the dispute period, it is T-Mobiles position that ********************** remains responsible for all charges billed to the account.
  
  However, on June 26, 2022, as a courtesy to *********************, T-Mobile applied an account credit in the amount of $60.00, which covered six months of the monthly recurring charges for the MI line ending in ****.
  
  On August 23, 2022, T-Mobile contacted ********************** and apprised him our findings mentioned above.  As a final courtesy and in an effort to amicably resolve this matter, T-Mobile  agreed to apply an additional credit of $60.00 ,which covers the additional six months of service for the MI line ********************* is disputing.  This now leaves ************************ account with a credit balance of $60.00, which will be applied to ************************ subsequent billing statement. ********************** has accepted T-Mobiles offer as full resolution to his concerns and considers this matter resolved to his satisfaction.  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.

  I was in a T-Mobile store back in March, I was adding a line to my account. I have been with Sprint for 12 years but ever since changing me to T-Mobile I've had problems. While in the store adding a 4th line to my account the store rep advised me that I should add a 5th line even though I didnt need it because it would be free to add the 5th line. Since that made sense to add I added the 5th line, to my dismay the line wasnt not free the bill the following month was ****** over a $100.00 increase from before. they told me it was activation and proration on the bill so it wouldnt be that high in the future. The following month is was lower but it was still $230.00 a month, upon researching I see that I was charged for the 5th line, even though I didnt even activate a device on the line at the time. I will need a 5th line in the future for a child that will be getting a phone soon so thats why it was added. after the $230 bill I reached out to Tmobile and spoke to a supervisor who agreed that it should have been corrected. The did a manual adjustment and told me they would fix the promotion. The following month bill was $230 again, same process after hours of talking and finally getting a supervisor the credit was issued and I was told it would be corrected. this has been the process for 5 months now and I just dont have the patience to keep being told one thing and then receive another. *** spent dozens of hours at this point and want to get the promotion that was promised. I really feel my time should be compensated for as well since Im having to **** through this every month and it takes usually the whole day to get the same result. during the conversations i get hung up on, transfered, and everything else in between. all the text threads and their system makes it hard to show dates and names of supervisors but i do have the threads. Im attaching one example.

  Business Response

  Date: 08/26/2022

  August 26,2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
              Re:      *********************
                          Your File No. 17714711
  
  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 file number.   
  
  Please be advised T-Mobile takes account security seriously; therefore, to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts.  Investigation of this issue has confirmed ********************* is not an authorized user on the account which is associated with the mobile number he provided and as such, we will not be contacting **************** regarding his correspondence to your office.  The account holder of record *** add **************** to the account by contacting T-Mobiles Team of Experts (TEX) 24 hours a day at ************.  Additionally, the account holder *** have one of the authorized users on the account contact T-Mobile at the number below to discuss this matter further.  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 ***,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.

  On Jul 12, T-Mobile breached my personal information, resulting on a fraudulent claim to Assurant for a replacement of an IPhone which was still in my possession. I reported this fraudulent activity to T-Mobile and Assurant. On Aug 5, cellular data, WiFi, and Bluetooth stopped working on my phone. While out of the country, I visited an Apple store which was unable to honor my warranty and fix my phone due to communication stating that my phone had been replaced, a communication that comes from the carrier which results in the inactivation of the device serial number. I made several calls to ********************** to resolve this issue to no avail, leaving me without a functional phone during the entire 9-day duration of my international stay. Once back in the U.S., I visited the store at **** Factoria. An associate looked at my phone and diagnosed the issue as a factory defect, he requested that I called Assurant myself with their store phone, then proceeded to leave me alone with my issue. After a failed attempt to resolve my issue with ********, I asked to speak with the T-Mobile store Manager. She claimed that it was the customer's responsibility to arrange communication across T-Mobile's third party companies (Assurant, Apple) for a path to resolution. I surfaced to her that in this situation, I was a customer of **********************, having purchased my phone, service, insurance, and ********** plan directly through them. I expect T-Mobile to resolve internal communication issues across their stakeholders. It is now day 11 and I still do not have a functional phone. T-Mobile has failed to provide proper support and sufficient compensation for: 1) the mishandling of my private information resulting on fraudulent activity; 2) the safety risk of being out of the country without a functional phone, as result of this fraudulent activity; 3) the time spent speaking with representatives on this issue (approximately 15 hours); and 4) the humiliation I experienced in the Factoria store.

  Business Response

  Date: 08/26/2022

   
  August 26, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***********************;
  Your File No. 17714658
  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 inconvenience ********************** has experienced regarding the above-referenced account, and we appreciate the opportunity to address her concerns.  Please be advised that our office has been able to substantiate Ms. ********** concerns.  T-Mobiles third-party insurance provider Assurant Solutions has confirmed that on July 12, 2022, a claim was filed for an Apple iPhone 13 ************* bearing the International Mobile Equipment Identifier (IMEI) ***************.  Assurant Solutions Fraud Review Team confirmed it was an unauthorized claim on July 13, 2022, and took action to void out the claim so it would not count against ***********************  The replacement device with IMEI *************** was shipped fraudulently, but returned to our Assurant Solutions.  As of todays date, IMEI *************** reflects no blocks and should be available for use by ***********************  
  
  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 retail ******************. Makianich may contact her Team of Experts at 6-1-1 from her handset or ************** should she require additional troubleshooting assistance.  
  
  If ********************** requires assistance with her handset or account, she may contact our Team of Experts (TEX) at ************, or *************** while travelling internationally.  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:Billing 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.

  T mobile charges a late fee before the **** is due T mobile charges a equipment fee when the phone is already paid for

  Customer Answer

  Date: 08/18/2022

  Thank you. I believe that it is resolved.
  
  
  
  *****************************
  
  Educator, Writer,  Leader

• Initial Complaint

  Date:08/14/2022

  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.

  Transaction date-1/23/22 Amount paid for device-$1100.00 I purchased an iPhone 13 pro after receiving the unit it was returned via *** with t-mobile provided label Tracking Number :1Z0545229092357786 return date 1/26/22. The unit was returned and received according *** . After months of contact with t-mobile the unit was never processed leaving me with an adjusted phone plan to so call offset the fact that Im still paying for a phone not in my possession and now my phone bill options are less than satisfactory leaving me with inadequate services is injustice. T-mobile claims that the phone cant be removed. Due to lack of proper inventory at their warehouse I should not hold responsibility.

  Business Response

  Date: 08/26/2022

  August 26, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:***************************
  Your File No. 17714547 
  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 handset purchase concerns ****************** has experienced, and we appreciate the opportunity to respond.  T-Mobile records indicate on January 23, 2022, ****************** purchased an Apple iPhone 13 Pro handset through our Equipment Installment Plan (***).  At the time of purchase, ****************** remitted a down payment of $80.00 and agreed to a series of 30 monthly installments of $33.34. 
  
  T-Mobile records confirm ****************** request to return the Apple iPhone 13 Pro handset on January 26, 2022, and therefore, a prepaid return label was sent to *******************  T-Mobile has investigated this matter and we have no record of the above-referenced handset being returned to our warehouse. 
  
  Nevertheless, to fully resolve this matter, on August 22, 2022, T-Mobile closed and credited to zero the remaining *** balance associated with the above-referenced handset.  Additionally, T-Mobile blocked the International Mobile Equipment Identifier (IMEI) number of the handset to prevent use on T-Mobiles and most other wireless carriers networks.  Lastly, T-Mobile issued credits totaling $313.38 for the *** charges previously assessed to the account and for the down payment paid at the time of purchase.  As of the date of this correspondence, ******************** account remains active with a credit balance of $205.37.  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