Business Profile

Cell Phone Supplies

T-Mobile USA, Inc.

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Complaints

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

Customer Complaints Summary

27,430 total complaints in the last 3 years.
8,049 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:08/08/2022
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.
T-Mobile is misleading/upselling their business wireless plan with beniefts that has several hidden requirements without properly displaying the full **************** and disclaimers. Their website promote the business Unlimited Select has ********* and the business unlimited advanced plan has Apple + and Paramount + on T-Mobile for one year and did't disclose any conditions or requirement to redeem this benefit. The way they display the plan comparison table on this benefit is exact same but later when you are trying to redeem this benefit T-Mobile claims that the customer mush an individual that open a business account with their SSN, not EIN, which is very deceiving way to upselling their plan to their customer without a proper disclaimer or ****************.
Business Response
Date: 08/22/2022
August 22, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: *******************
T-Mobile Account Name: Saidant Inc
Your File No. 17690913
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 9, 2022, regarding the above-referenced account. Please note the account holder of record is ************ and ******************* is listed as an authorized user of the account.

********************** regrets any inconvenience ********** has experienced regarding his T-Mobile rate plan benefits and we appreciate the opportunity to address his concerns. T-Mobile records reflect that the above-referenced account was activated on July 29, 2022, with three voice lines which are subscribed to our Business Unlimited Ultimate tax-inclusive rate plan.

The Business Unlimited Ultimate rate plan includes many T-Mobile benefits including but not limited to; Mobile Without ****************** ************************, 100GB of high-speed mobile hotspot data, and Simple ********************** such as the one-year ********* on us and Paramount+ one-year on us require specific rate plans and in some scenarios, Legacy Sprint, Businesses with Social Security Number, and T-Mobile Home Internet-only customers are not eligible. Unfortunately, ************ account does not qualify for the Paramount+ offer, however, our records confirm on August 4, 2022, ********** was approved for the ********* promotion. T-Mobile regrets any confusion our online resources may have caused and appreciates ************ feedback for consideration.

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:08/08/2022
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 am with T-Mobile for more than 6 months. I am getting incorrect bill from the first month. Every month I call to get it corrected and I am assured that it will corrected and it never happened. They don't maintain any logs or notes I believe because of which I need to explain the issue every time I call. I regret ever moving from AT & T to T-mobile. I want the bill to be fixed and if they cannot address my concern then they let me move to different carrier with out any penalty as I am under contract.
Business Response
Date: 08/22/2022
August 22,2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************,Ste 200
*****, ** *****

            Re:                  ***************************
                        Your File No. 17690896
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 8, 2022,regarding the above-referenced account.

T-Mobile regrets Mr.******** concerns with his monthly charges and we appreciate the opportunity to review and address them. T-Mobile records show ****************** activated service on February 5, 2022, with three voice lines ending in ****, ****, and 7973. The lines of service are subscribed to our Magenta *** rate plan for $150.00, before AutoPay, for the first two lines and the third line is $35.00 before AutoPay. The third line receives a monthly credit of $35.00 for our Line On ** Add A Line promotion, making the line free. ********************* account also is receiving our Insider Hookup promotion. As long as ****************** remains on an eligible rate plan, we will provide 20% off the rate plan cost after any other applicable discounts. Please note any promotional offer can take up to two bill cycles to begin.

T-Mobile records indicate that on February 5, 2022, ****************** qualified and took advantage of our Equipment Installment Plan (***) offering for the following lines:

The line ending in **** purchased an Apple iPhone 13 -Red 128GB for $799.99 plus taxes.****************** was not required to make a down payment but agreed to 30 monthly installments of $26.67 added to the monthly bill.This line qualified for the 2022 Apple Buy 2 promotion.This promotion provided up to $800.00 off one device when the devices are purchased on our ***, and new lines are activated on an eligible rate plan.
The line ending in **** purchased an Apple Phone 13 Pro - Gold - 128GB for $999.99 plus taxes.Please note that ****************** was not required to remit a down payment; however, he agreed to a series of 30 monthly installments for $33.34 added to the monthly bill.This is the buy one device for the 2022 Apple Buy 2 promotion.
The line ending in **** purchased an Apple iPhone 13 -Pink- 128 GB handset for $799.99.This line qualified for our 2022 Apple Trade P6 promotion that provides up to $800.00 off via a one-time trade-in credit of $122.01 for the trade in of his ******* Note 10 received on February 3, 2022, and the remaining $677.99 was provided in 30 monthly recurring device credit (RDC) of $22.60.

On February 20,2022, ****************** returned the Apple iPhone 13 -Pink- 128 GB, which closed the *** and cancelled the promotion. Please note the trade-in of the ******* Note 10 is a final transaction. Pursuant to the agreement signed at the time of the trade-in, ****************** agreed to terms which included statements such as You are giving up full ownership rights to the Handset, the sale of Your Handset is final, non-refundable, and non-returnable (unless otherwise required by law), and finally, By surrendering Your Handset, You are accepting the Offer Price and have read and agreed to the T-Mobile Device Recovery Program Terms and Conditions.

Please be advised the above information applies even when cancellation of service is requested and processed within the purchased handsets return period.   Trade-in devices are sent daily to CWork Solutions, LP, the third-party company that facilitates our trade-in program. As such, although T-Mobile regrets any inconvenience to ******************, we are unable to return his trade-in handset.

On February 8, 2022,****************** took advantage of our *** with the purchase of an Apple iPhone 13-Starlight- 128 GB handset for $799.99 plus taxes. ****************** was not required to remit a down payment, and he agreed to 24 monthly installments of $33.34. It is important to note that although,customers do not have a contractual obligation for services, should ********************** account be canceled before the *** balance is paid in full, any remaining *** balance will then accelerate and become due in full on the final billing statement.

****************** contacted his Team of Experts (TEX) and requested to move the trade-in device from the returned Apple iPhone 13 order to his new Apple iPhone 12 order, at which time it was escalated for review. Regrettably, at the time, we were unable to move the trade-in device, therefore the device was still charged on the monthly bill without promotional credit.

On August 20, 2022,T-Mobile reviewed the account and to reach an amicable resolution, we added the $33.34 RDC toward the account to offset the cost for the next 24 months. Mr. ******** monthly charges are showing at $172.01 after all the promotions and discounts.   We regret Mr. ******** concerns and thank him for allowing us to resolve his missing promotion.

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
Customer Answer
Date: 08/22/2022

Complaint: 17690896

I am rejecting this response because: Most of the facts stated are true expect for few facts being twisted. It is true I order a pink iPhone and I only requested for change in color, as my daughter did not like the pink phone, for which T-Mobile executive took my requested and exchanged it with the other phone. I am not told that the promotion will end with this exchange. I not that rich to loose 680$ just for the color. Every time I talk to an executive I get different answer. They don't maintain any call logs or notes. Some of the reps are not even capable of understanding the customer request at the first place. I am tired of calling them every month and explaining the issue every time. Either I want my bill fixed or let me free to go back to ATT.

Sincerely,

***************************
Initial Complaint
Date:08/08/2022
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.
In December 2021, I switched cellphone company over to Tmobile. I did my transaction via a telephone call and I was told as part of the promotion of purchasing 2 Iphone 13 pro *** that I would be receiving 2 AirPods with charging case free of charge. Now months later, I realized in my billing they have been charging me for both airpods. Now Im being told there was a code I was suppose to enter to receive the rebate. I was never informed that there was a rebate by the representative on the phone and when I received the airpods by mail, there was nothing in the mailing box stating I had to enter a code. I tried resolving the issue with tmobile on 8/8/22. Theyve told me that because i had to enter the code within 30 days of receiving the airpods that there is nothing I can do. If my call was on a recorded line, I would like them to reference that call as proof that nothing was mentioned regarding a rebate. I dont think it is correct for the customer to pay for something when this was an error on Tmobiles end. I did not request to purchase the AirPods. I only accepted them as I was told they were free of charge.
Business Response
Date: 08/19/2022
August 19,2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************,Ste 200
*****, ** *****

Re: ***************************
Your File No. 17690572
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 9, 2022, regarding the above-referenced account.

T-Mobile regrets any inconvenience ******************** has experienced regarding her equipment purchases and appreciates the opportunity to address her concerns. T-Mobile records reflect that ******************** activated the above referenced account on December 26, 2021, with two voice lines ending in **** and ****, which are subscribed to a T-Mobile *************************** taxes inclusive unlimited talk, text, and data rate plan for $110.00 per month. The mobile numbers ending in **** and **** are also enrolled in an optional Protection <360> premium handset protection feature for $18.00 per month.

T-Mobile records reflect that ******************** also qualified for and took advantage of T-Mobiles Equipment Installment Plan (***) on December 26, 2021, with the purchase of two Apple iPhone 13 ************* handsets for a total purchase price of $1,099.99 per handset. ******************** was not required to remit a down payment for either handset but agreed to ************************** the amount of $36.67 per handset. However, for a limited time from September 17, 2021, and January 5, 2022, customers like ******************** that purchased one Apple iPhone 13 Pro *** could get another one on us, up to $800.00 off, via 30 monthly Recurring Device Credits (RDC) when purchasing both on *** and with the activation of a new voice line on an eligible rate plan. As ******************** met the eligibility requirements the Apple iPhone 13 Pro *** associated with the mobile number ending in **** was enrolled in T-Mobiles 2021 Apple Buy 2 P5 promotion and enrolled in ***************** the amount of $26.67.

******************** also utilized *** on December 26, 2021, with the purchase of two Apple AirPods with Charging Case 2nd Generation accessories for a total purchase price of $129.99 per accessory. ******************** was not required to remit a down payment for either accessory but agreed to ************************** the amount of $10.84. Please note that for a limited time from November 19, 2021, and December 27, 2021, customers like ******************** that purchase an Apple iPhone 13 series device on Magenta *** or any of our other premium rate plans or rate plan add-ons could get the AirPods Gen 2 on us via $130.00 rebate. Qualified customers must submit for a rebate on www.t-mobile.com/rebates using the code 2021APPLEAIRPODS within 30 days of receiving your new device. ******************** met all of the promotional requirements for the offer. Unfortunately, T-Mobiles **************** was unable to locate any record of ******************** submitting any rebate for the accessories and regrets any confusion the rebate may have caused.

Nevertheless, in an effort to amicably resolve ******************** concerns our office has manually closed the remaining balances associated with the *** for the Apple AirPods with Charging Case 2nd Generation accessories in the amount of $54.11 per accessory. As an additional gesture of goodwill our office closed the accessories in a manner in which all previous installments paid towards the accessories will be credited on Ms. ************ billing cycle. 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: 08/20/2022

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:08/08/2022
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.
When I signed up for T-Mobile home internet service in February 2022, I was told that it came with a free tablet that had $10/month internet service. I told the sales agent that I did not want or need a tablet, and she said "but it's free" with an attitude of "why wouldn't you want something that's free?" I said okay, can I take the free tablet without the $10/month service if I only want to use it on wi-fi? She said yes, it will have the service on it to start, but you can cancel the service at any time. So I agreed to take the free tablet. After using the T-Mobile home internet service for a couple of months, I called to cancel the $10/month service on the tablet, and was told that if I did, I would have to pay a large sum of money for remainder due on the tablet. I said, "but the tablet was free", and was told that no, it was not free at all, there was actually a monthly payment plan for it. However, because I had been paying the $10/month for the internet service on it, as a result they had been waiving the fee for the tablet, but if I cancelled the service on the tablet, then I would have to pay for the remaining balance of the tablet in a lump sum. Of course I understand the concept of installment plans to pay for things like cell phones nowadays, as that's not unusual. My problem with the situation is that they conned me into purchasing a device that I did not want or need by telling me an outright lie. They said that the device was free, and that I could cancel the service on it at any time, when in fact neither of those things are true. It is unethical and completely unacceptable for a corporation to lie to customers to trap them into purchasing goods and signing up for services. Of course I'm sure that one of the many contracts they made me sign contained these terms, but they know full well that no one can actually read and understand their service contracts, and that customers are dependent upon what they're told by the company's employees.
Business Response
Date: 08/22/2022

August 22,2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************,Ste 200
*****, ** *****

Re: ***************************
Your File No. 17690422
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 8, 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 experienced with her above account and we appreciate the opportunity to address this matter. T-Mobile records indicate on February 17, 2022, ************** activated her account and qualified for and took advantage of our Equipment Installment Plan (***) with the purchase of an ******* Joy Tab2. ************* was not required to remit a down payment; however, she agreed to a series of ************************** the amount of $7.00. ************** also qualified for our 2021 Connected Device P2 promotion,which for a limited time in all markets customers were able to get an ******* JOY Tab2 on us, for up to $168.00 via monthly Recurring Device Credits (RDC) when they purchased it on an *** and activated or added a new line on a qualifying 2 GB or higher Mobile Internet (MI) rate plan for use on the tablet. Therefore,in order to keep the promotional offer, ************** is required to have an active line of service for the tablet as described above. T-Mobile regrets if ************** was told otherwise.

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 contact with our Team of Experts (TEX).

It is also important to note that if a customer has an open Equipment Installment Plan (***) and the account is canceled, any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement. Additionally,customers forfeit the remaining promotional RDC balance once the eligible line for the offer is canceled. This information is disclosed within the *** agreement provided at the time of purchase.

As of the time of **************** purchase of a new tablet mentioned above, T-Mobile provided a 20-day return period which allowed ************* to use the equipment and service to see if it met her needs. If the equipment or service was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable equipment financing agreement entered at the time of the original purchase.

Although ************** is outside the allotted return period, on August 17, 2022, T-Mobile contacted ************** and as a courtesy and in an effort to amicably resolve her concerns, T-Mobile has agreed to allow ************** to return her ******* Joy Tab2 directly to our *********** warehouse within 14 days of the date of this letter at:

Executive Response
Attention:*************************
1201 ***************
***********,** 87107

Upon receipt of the tablet in acceptable, un-damaged condition, T-Mobile will apply a credit to the account equal to the amount of the remaining *** balance at the time of return. As of the date of this letter, there is a remaining *** balance of $126.00. T-Mobile asks ************** to include the complete tablet and her account information in the box and recommends she utilize the return shipping label we have provided her or have the package be returned via a traceable carrier that can provide a tracking number when shipping.

Additionally, T-Mobile assisted ************** with canceling her MI line of service ending in **** effective as of August 17, 2022. Lastly, T-Mobile has agreed to adjust all final monthly service charges on the final billing statement. Please be advised that **************** final billing cycle will close on August 17, 2022, and we will follow up on *************** account within seven business days in order to confirm and adjust the final service charges, as agreed. ************* has accepted T-Mobiles offer as full resolution to her concerns and considers this matter resolved to her 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:08/08/2022
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.
We ordered internet service on a trail basis for 15 days free and if we did not like the service, we would return the modem and not be charged anything. If we keep the service, then we would be charged next month for services. We returned the modem in less than 15 days due to unable to get internet at the house. We were told there would be no charge. We recieved an email from T-mobile saying they received the device. 2 weeks later our credit card was charged ***** for monthly service we do not have. We called today and asked for a refund and was told that we we could get a rebate card for ***** but it would take 30 days to get it from todays date 8-8-2022. We recorded the initial call of ordering the modem and was told on the phone, wife and I if we did not like the service and returned it with in ******************************************************************************************************************************* to pay my **** charge. I want my ***** dollars back on my **** effective immediately.
Business Response
Date: 08/14/2022
August 14, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: *******************
Your File No. 17690520
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 8, 2022,regarding the above-referenced account.

T-Mobile regrets hearing of **************** concerns regarding his T-Mobile account. T-Mobile records indicate ************** activated his account on July 2, 2022, with the line ending in **** and subscribed to the T-Mobile Home Internet rate plan for $55.00 per month. Additionally, the account was enrolled in AutoPay. This is a free feature that automatically deducts the balance owed on the account approximately two to three days prior to the **** due date using a stored credit card, debit card or checking account supplied by the customer. This feature also comes with the AutoPay **** credit which provides a $5.00 discount per line when subscribed to an eligible price plan. Customers continue to receive notifications that reflect the balance due as well as a notation that the account is on AutoPay.

The billing statement dated July 3, 2022, generated in the amount of $50.00 for service dates from July 3, 2022, to August 2, 2022,which was due on July 23, 2022.

On July 11, 2022, **************** account was canceled per his request. Regrettably, the AutoPay remained active on **************** account. Therefore, on July 21, 2022, the payment of $50.00 was drafted from the provided payment method.

Upon speaking with **************,we advised him of our findings. To amicably resolve this matter, **************** account was adjusted to a credit balance of $50.00. Additionally, a refund was processed for the payment dated July 21, 2022, to be returned to the original payment method. ************** should allow up to three business days for the funds to be available. ************** accepted this as resolution to his concerns. 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:08/08/2022
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.
Transaction Date: 12/20/21; **** Paid ($18.00)/mo for free phone; Supervisor refuse to resolve the problem; Acct # *************. 5, 2021, ********************** promised a free upgrade iPhone SXMax ****** for iPhone 13 Max ****** and ******* Galaxy S8 for newS21. No upgrade and activation fees. The phones are free and I pay tax only. I own both phones after ***** months. Told that I must upgrade by December. T-Mobile going 5G. Dec. 20 ****** confirmed promise (interaction # I2172803623). Went to corporate store (12/20) to upgrade phones. Charged $99.99 for iPhone upgrade. However, I was credited $99.99 on 12/28/21. ******* G8 not upgraded due to sim tray broken. This phone was eventually replaced by T-****** My first statement was correct except the insurance did not carry over. My Dec. **** was $90 cost for the plan only. Future bills: Dec 11 to Jan10=$0. Dec. 21 to Jan. 20=(-$73.99)including(-$254.00)balance forward. Jan 11-Feb 10 $0, March 21-April 29 $142.00. I called T-***** multiple times to inquire about the price increase and charges for what was supposed to be a free iPhone. 8/3/22 Joi- indicated I allegedly signed (EIP) which meant that I agreed to pay for (free) phone that was promised to me. In addition, stated 14-day cancellation if I disagreed with the terms. I disagreed and disputed the signature on the ****** The signature is not mine nor is it close to the spelling of my name. Also, the signature that she indicated on 12/28/21 is not same signature on documents signed on 12/20/21. In Dec. I requested copies of my receipts and received a copy of the "service terms" for $100; the receipt for free upgrade; and Auto Pay Terms and Conditions. I never seen or received copy of the ****** Regarding the 14- day cancellation, at the time, I had no reason to believe what I was promised was not being fulfilled. My first conflicting phone statement was received several months (over 14 days) after I entered the plan agreement on 12/20 to know there was a problem.
Business Response
Date: 08/18/2022

August 18, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: Roytunda *******
Your File No. 17690149
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 9, 2022, regarding the above-referenced account.

T-Mobile regrets to hear of Ms. ******** concerns, and we appreciate the opportunity to respond. T-Mobile records reflect that ****************** purchased an Apple iPhone 13 *************** on our Equipment Installment Plan (EIP), and participated in our 2021 Trade P1 promotion. This promotion was from October 8, 2021, through January 5, 2022, and offered Sprint Select eligible and targeted T-Mobile for Business customers, who migrate their entire account to a qualifying rate plan on the T-Mobile ******, to upgrade to an Apple iPhone 12 or iPhone 13 handset and get up to $1000.00 off, via monthly **** credits, when purchasing on **** and trading in a qualifying device. The amount of the offer was dependent upon the device traded in. ****************** traded in an Apple iPhone XS Max ******** which offered $800.00 off. However, on August 16, 2022, a $300.00 credit was applied to the **** in an effort to amicably resolve the matter. We regret any inconvenience to ******************.

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. ******** contacts with us regarding the 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

Customer Answer
Date: 08/18/2022

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. However, the reasons outlined in the resolution submitted by T-Mobile are not accurate. I did not sign an EIP or the terms as indicated in this email. I was promised/offered a free upgrade for an iPhone *** ****** in exchange for my iPhone Sx*** ******. As a result, I agreed to migrate and upgrade my phone (free of charge) from Sprint to T-Mobile .
I appreciate T-mobile for following through on the promise that was offered to me on Oct. 2021 and Dec. 20, 2021. Based on my conversation with ***** I will refunded for the portion that was previously paid and receive a credit for the remaining balance, owing $0.00 for the new iPhone *** ******. Josh also indicated that I will own the phone at the end of the contract and he will send me an email including directions to ensure that my iPhone *** is unlocked. Based on these terms I accept the resolution.

Sincerely,

Roytunda *******
Customer Answer
Date: 08/16/2023

On 8/14/23 your TMobile associate responded to my phone call stating that the August 2022 agreement between TMobile and me was to provide a 1 time $300 credit to my account and that I would not be reimbursed for the remaining balance. She also stated that the phone would not be unlocked until the headset is paid off. At that time, TMobile will have to implement the process to unlock the iphone 13 max ***********
These comments contradict the phone call between you and me (August 16, 2022) and my written agreement to BBB (August 18, 2022).

I urge you to review or read the transcript to our phone conversation (Aug. 16, 2022) which led me to my agreement (Aug 18, 2022). During our discussion you stated, at the end of the day, you are not (paying $18 mo). It does not stop immediately. I will still see the $18 charge to my account. After the installments ($18.67) are finished and done with, I will continue to get the $18.67 credit (to make up the difference)

I re-emphasized, as long as I am not paying anything for a FREE phone that I was promised to get me through your door, I was okay with that. You replied, that is what will happen

I also urge you to review my written agreement (8/18/22) based on your response and phone call. You will see that I did not agree with all of your statements indicated in your BBB response. However, I did agree to be refunded for the portion that was previously paid and receive credit for the remaining balance where I would be responsible for $0.00 for the iPhone Max ************* In addition, you stated that you would send me instructions to unlock the phone. We never discussed that this would be done once the phone was paid in full. I understood that this would happen right away.

Back to my original question, which prompted my phone call on 8/14/23, how will I be reimbursed for monies that I spent and will spend on the iPhone 13 Max ****** so that I will be responsible for $0.00 for the FREE phone that I was promised? How and when will the iphone be unlocked? I would like this information spelled out, in detail, so that there is no further confusion or conflict to the original agreements.

Roytunda Stabler

Case# ********
Business Response
Date: 08/30/2023
August 30, 2023

FILED ELECTRONICALLY

Better Business Bureau
************************************* 200
*****, ** *****

            Re:     Roytunda *******
                        Your File No. 17690149
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 26, 2023,regarding the above-referenced account.

T-Mobile regrets any ongoing concerns Roytunda ******* may have experienced, and we appreciate the opportunity to respond. T-Mobile records reflect Roytunda ******* migrated from Sprint to T-Mobile service on December 20, 2021, and is currently subscribed to our Magenta 55+ rate plan with a cost of $80.00 per month for two voice lines. Please note the account is subscribed to automatic payments via AutoPay.

T-Mobile records reflect on December 29, 2021, Roytunda ******* took advantage of our Equipment Installment Plan (***) with the purchase of an Apple iPhone 13 ********************** *** is a payment option that allows eligible customers to purchase handsets by remitting a down payment at the time of purchase, if required, and agreeing to pay the remaining balance in monthly installments Accordingly, Roytunda ******* was asked to remit a down payment in the amount of $99.99 as well as $72.00 for the device sales tax. *********************** then agreed to a series of ************************** the amount of $36.67.

At the time of purchase, Roytunda ******* was enrolled in our 2021 Trade P1: Sprint Select Up to $1,000 Off iPhone 12 or 13 w/ Trade in promotion. Customers taking advantage of this promotion could get up to $1,000.00 off an Apple 12 or Apple 13 series when purchased it on *** and traded-in an eligible phone. Roytunda ******* traded in an Apple iPhone XS *** ******** which offered up to $800.00 off the new device via monthly Recurring Device Credits less any trade-in credit. Please note, Roytunda ******* received a $240.00 credit for their traded-in Apple iPhone XS *** which was applied to their account. As Roytunda ******* met the eligibility, they were scheduled to receive 30 monthly *** of $18.67, totaling $560.10. The *** and the $240.00 trade-in credit, provided the total promotional payout of $800.00.

Additionally, on August 16, 2022, a $300.00 credit was applied to the *** balance. Please be advised, between the trade-in credit, the promotional ***, and onetime credit as mentioned above, this equates to a total of $1,100.00. In which provided Roytunda ******* more than the maximum amount for the promotional offer.

T-Mobile records do not indicate Roytunda ******* contacted T-Mobiles ************* to request a ********************** Device Unlock; however, T-Mobile was unable to provide the code as the handset is not paid off.

As Roytunda ******* account does not meet all the above requirements, we are unable to provide them with the Mobile Device Unlock for their device. Roytunda ******* may contact the manufacturer of the device for further assistance.

Upon speaking with *********************** on August 29, 2023, T-Mobile apprised them of the above and a follow up was requested for August 30, 2023. Regrettably T-Mobile was unable to get in contact with Roytunda *******. In an effort to come to an amicable resolution T-Mobile proactively closed the *** for the Apple iPhone 13 Pro ***, which will prevent further charges. As a result, the promotion was also ended. As the handset is now paid in full, the device is now eligible to be unlocked and Roytunda ******* may contact ************* or our office at the number below to assist with the unlock request. T-Mobile regrets any inconvenience to Roytunda *******.

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: 09/01/2023
I respectfully request that complain # ******** against T-Mobile NOT be closed.
If T-Mobile feels that they have paid for the Apple iPhone 13 Pro *** in full, then why am I still being charged $18.00 a month for the handset? As of August 2023, I have paid a total of $360.00 ($18.00 x 20 months) out of pocket. Please be reminded that this phone was promised to me free of charge.
On August 16,2022, I spoke with ******************* who assured me that at the end of the day, you are not paying $18 a month. He stated, Once the installments of $18.67 are done with, I would continue to get a credit.
Since this phone call and after I submitted my first concern, I received conflicting information from other representatives that claim they are taking over this account. Most recently I spoke with ****** on 8/24/23. She stated that I would no longer receive the credit and the phone would be unlocked after the phone was paid in full (first time I heard this). On 8/29/23 I received a cold call from *************************. He stated that I had 60 days to address the dispute and there was nothing else that T-Mobile could do. I told him that this is not true, and this was the first time I heard this. He also stated that T-Mobile could close the *** agreement. I was not sure what this meant. I was not expecting this call and could not talk with him at that time,so I requested to talk with him at a later time before making any changes because I did not understand what he was talking about. He asked me to email a time that I was available on 8/30/23. For the record,emailed ****** several times on 8/30 and 8/31, but he never replied. I also called ****** several times and left messaged on his voice mail, but he never responded at the times I emailed or called to discuss my concerns. In T-Mobiles response, they claim that they could not contact me. However, it was I that could not contact with T-Mobile. (All phone calls are recorded, and time stamped, therefore, there is a record available to verify this information.)
Without a follow-up phone call or email, I was shocked to receive a text message on 8/30/23 at 1:22 pm from T-Mobile stating that Due to *** closed line phone number xxx-xxx-xxxx is no longer eligible to receive a monthly bill credit for the 2021 Trade P1 promotion. This amount was for $18.67. As one could imagine, I was highly concerned. I called and emailed ****** but never received a response.
Because T-Mobiles representative are providing me false or misleading information, they failed to satisfy their end of the agreement ($0.00) charge for the Apple iPhone Pro ***, I am getting the run around and because I am concerned about their August 30, 2023 response and changed made to my account without my knowledge, I am requesting a refund check in the full amount that I have paid out of pocket for the Apple iPhone 13 Pro *** (256G) totaling $360. In addition, I would like a written guarantee that additional charges for the stated handset will cease. I will also be refunded should there be additional charges due to lag time. Once this take place, I will have received a free Apple iPhone13 Pro *** (356G) as promised and the phone must be unlocked.
Again, I respectfully requesting that complaint # ******** remain open until the original agreements are satisfied.

Sincerely,
Roytunda *******
Attachments
Customer Answer
Date: 09/01/2023

Complaint: ********

If T-Mobile feels that they have paid for the Apple iPhone 13 Pro *** in full, then why am I still being charged $18.00 a month for the handset? As of August 2023, I have paid a total of $360.00 ($18.00 x 20 months) out of pocket. Please be reminded that this phone was promised to me free of charge.
On August 16,2022, I spoke with ******************* who assured me that at the end of the day, you are not paying $18 a month. He stated, Once the installments of $18.67 are done with, I would continue to get a credit.
Since this phone call and after I submitted my first concern, I received conflicting information from other representatives that claim they are taking over this account. Most recently I spoke with ****** on 8/24/23. She stated that I would no longer receive the credit and the phone would be unlocked after the phone was paid in full (first time I heard this). On 8/29/23 I received a cold call from *************************. He stated that I had 60 days to address the dispute and there was nothing else that T-Mobile could do. I told him that this is not true, and this was the first time I heard this. He also stated that T-Mobile could close the *** agreement. I was not sure what this meant. I was not expecting this call and could not talk with him at that time,so I requested to talk with him at a later time before making any changes because I did not understand what he was talking about. He asked me to email a time that I was available on 8/30/23. For the record,emailed ****** several times on 8/30 and 8/31, but he never replied. I also called ****** several times and left messaged on his voice mail, but he never responded at the times I emailed or called to discuss my concerns. In T-Mobiles response, they claim that they could not contact me. However, it was I that could not contact with T-Mobile. (All phone calls are recorded, and time stamped, therefore, there is a record available to verify this information.)
Without a follow-up phone call or email, I was shocked to receive a text message on 8/30/23 at 1:22 pm from T-Mobile stating that Due to *** closed line phone number xxx-xxx-xxxx is no longer eligible to receive a monthly bill credit for the 2021 Trade P1 promotion. This amount was for $18.67. As one could imagine, I was highly concerned. I called and emailed ****** but never received a response.
Because T-Mobiles representative are providing me false or misleading information, they failed to satisfy their end of the agreement ($0.00) charge for the Apple iPhone Pro ***, I am getting the run around and because I am concerned about their August 30, 2023 response and changed made to my account without my knowledge, I am requesting a refund check in the full amount that I have paid out of pocket for the Apple iPhone 13 Pro *** (256G) totaling $360. In addition, I would like a written guarantee that additional charges for the stated handset will cease. I will also be refunded should there be additional charges due to lag time. Once this take place, I will have received a free Apple iPhone13 Pro *** (356G) as promised and the phone must be unlocked.
Again, I respectfully requesting that complaint # ******** remain open until the original agreements are satisfied.

Sincerely,

Roytunda *******
Customer Answer
Date: 09/04/2023
Follow up to my request that complaint # ******** against T-Mobile NOT be closed.
After digging a little deeper, I would like to make *** that T-Mobile is not using a credit that was carried over from the Executive and ********** Services BBB Case eon2333437 that was agreed upon in November 2018 before Sprint became T-Mobile.
The BBB Case eon2333437 (November 2018) was based on converting an Apple iPhone XS Max **** device to an Apple iPhone XS Max **************** complaint # ******** (December 2020)against T-Mobile is based on receiving an Apple iPhone 13 *************** no charge(free).
As you can see these are two different cases and different phones. However, the account is the same. I would like to make sure that this information is investigated and to explain why the totals that T-Mobile indicated in their most recent statement dont add up. When it is all said and done, I am still paying nearly $400.00 for a phone that was promised to me free of charge.
In addition, I am attaching an email from ****' L. Sprint Executive Analyst II for your review.
Sincerely,
Roytunda *******

Business Response
Date: 09/11/2023

September 11, 2023

FILED ELECTRONICALLY

Better Business Bureau
************************************* 200
*****, ** *****

Re: Roytunda *******
Your File No. 17690149
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 4, 2023, regarding the above-referenced account.
T-Mobile regrets any continued concerns Roytunda ******* may have experienced, and we appreciate the opportunity to respond. Please be advised we have made attempts to contact Roytunda *******, which have proven unsuccessful. As such, T-Mobile will make every effort to address Roytunda Stablers concerns within this letter.

As indicated in our previous response dated August 30, 2023, T-Mobile records reflect on December 29, 2021, Roytunda ******* took advantage of our Equipment Installment Plan (EIP) with the purchase of an Apple iPhone 13 ********************** Accordingly, Roytunda ******* was asked to remit a down payment in the amount of $99.99 as well as $72.00 for the device sales tax. Roytunda ******* then agreed to a series of ************************** the amount of $36.67.

Roytunda ******* was enrolled in our 2021 Trade P1: Sprint Select Up to $1,000 Off iPhone 12 or 13 w/ Trade in promotion, where customers could get up to$800.00 off the new device via a one-time trade-in credit and monthly Recurring Device Credits (RDC). Please be advised, *********************** received a $240.00 credit for their traded-in Apple iPhone XS **** which was applied to their account on January 13, 2022. Roytunda ******* was also set to receive 30 monthly RDC of $18.67, totaling $560.10. It is important to note that between the RDCs and the $240.00 trade-in credit, Roytunda ******* was to receive a total of $800.00 for their promotional payout, after the 30 months. However, on August 16, 2022, an additional $300.00 credit was applied towards the Apple iPhone 13 Pro *** handsets EIP balance, updating the total payout to $1,100.00. Additionally, T-Mobile records do not indicate the account is using a credit from their former Sprint account.

Furthermore, in an effort to amicable resolve this matter, on August 30, 2023, T-Mobile closed the Apple iPhone 13 Pro *** handsets EIP, absolving Roytunda ******* from the remaining balance owed. As such, the promotion was also ended and going forward they will not receive EIP charges nor EIP promotional credits. In addition, on September 8, 2023, T-Mobile sent them a refund prepaid card with the amount of $373.40 and Roytunda ******* will receive the prepaid card within the next **** business days. Please note, Roytunda ******* accepted this as a full resolution to their concerns. T-Mobile regrets any inconvenience Roytunda ******* encountered.

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 Roytunda Stablers recent contact with our Executive Response Team

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: 09/12/2023
To whom it may concern:
I am highly concerned about T-Mobile representatives misconduct, including *************************, who continues to provide untruthful and misleading information. The contradictions in the September 11, 2023, correspondence will further prove my concerns. For example:
Paragraph #2 states, Please be advised we have made attempts to contact Roytunda *******, which have proven unsuccessful. As such, T-Mobile will make every effort to address Roytunda Stablers concerns within this letter.
Paragraph #5 states,Please note, Roytunda ******* accepted this as a full resolution to their concerns. How could I allegedly accept this resolution if a T-Mobile representative was not able to contact me?
The truth is T-Mobile was able to contact me. ************************* called me unexpectedly on September 7, 2023, at 2:50 pm. I followed up with an email on September 7, 2023, at 7:39 pm letting him know that I was available to discuss my concerns on the next day (September 8, 2023) at 2:00 pm. **************** and I held a lengthy, recorded conversation on September 8,2023, at 2:04 pm.
The following was discussed:
******* assured me that I would receive a refund of $391.40 (NOT $373.40). He repeated I would receive the refunded amount of $391.40 multiple times during this discussion, even after I questioned the amount. I agreed to receive the amount of $391.40.
*He assured me that the Apple iPhone 13 *** 256 GB would be unlocked. It was NOT unlocked on 9/8/23 as stated and is still NOT unlocked on 9/11/23.
*In my correspondence dated September 1, 2023, I requested a refund in the form of a check. ****** told me that I MUST accept the refund a in the form of a pre-paid credit card. I told ****** that I take issue with being refunded the amount on a pre-paid credit card, when I, as a customer am penalized for using my credit card to make my monthly payments. T-Mobile requires its customers to submit their banking information as the only form of payment to receive the discounted auto payment discount of $10. I requested the option to continue to receive the $10 auto pay discount and not be penalized by using my credit card. Based on my poor experience with T-Mobile representatives; I dont trust their company with my banking information. ****** immediately denied my request. I am majorly concerned about T-Mobiles double standard and forcing customers to give personal information that can be compromised. For the record, I would like to note that I am able to benefit from the same opportunities as other customers because I am afraid to provide my personal information due to T-Mobiles actions, not mine.
This leads me to my next concern I shared with ****** during our discussion.
*I told ****** that I was disappointed with him and his T-Mobile representatives untruthful reporting, blatant lies, and the run around treatment. This boils down to the character of T-Mobiles employees and the integrity of the company. After all, I did not ask T-Mobile for a free phone. I am just following up on what was promised to me (a free upgrade of an Apple iPhone 13 Pro *** (256 GB) handset).
*I emphasize, on December 29, 2021, I paid and was later reimbursed for a down payment in the amount of $99.99. I agreed to a series of ************************** the amount of $36.67, totaling $1,100.00. This agreement was plain, simple and easily understood by all parties.
Later, T-Mobile chose to complicate matters as outlined in paragraph #4, (Roytunda ******* was enrolled in our 2021 Trade P1: Sprint Select Up to $1,000 Off iPhone 12 or 13 w/ Trade in promotion, where customers could get up to$800.00 off the new device via a one-time trade-in credit and monthly Recurring Device Credits (RDC). Please be advised, *********************** received a $240.00 credit for their traded-in Apple iPhone XS ***, which was applied to their account on January 13, 2022. Roytunda ******* was also set to receive 30 monthly RDC of $18.67, totaling $560.10. It is important to note that between the RDCs and the $240.00 trade-in credit, Roytunda ******* was to receive a total of $800.00 for their promotional payout, after the 30 months. However, on August 16, 2022, an additional $300.00 credit was applied towards the Apple iPhone 13 Pro *** handsets EIP balance, updating the total payout to $1,100.00).
I did not enter this agreement under these conditions. I feel that T-Mobile representatives were being deceitful when trying to make me accept it. I also feel that T-Mobile combined the refunds from the previous 2018-2019 case not related to this matter, case # (2333437). This case took place before T-Mobile merged with Sprint. **** Ls records indicated that I would receive 2 payments of $10 for 10 months and 1 payment of $10 for 4 months, totaling $240 after the Apple iPhone *** (256 GB) was paid off in January 2019. Nothing else makes sense.
Because T-Mobiles revised an unauthorized arrangement for reimbursement and because the revised reimbursement plan did not make sense, I followed up with ******************* in August 2022 to try and understand why I was still being charged for the phone. He assured me I would get a free phone when it was all said and done. I called again in August 2023, because it was getting close the end of the timeframe for receiving the refund payments that **** outlined in his reimbursement plan, but I was still paying out of pocket for a free phone, I wanted to make sure I was not getting the run around and that T-Mobile was honoring their promise. Well, here we are still dealing with my concerns.
As stated in all of my correspondences, I am requesting the following:
*Reimbursement of $391.40 in the form of a check.
*Any future charged for the Apple iPhone 13 *** 256 GB will be reimbursed.
*The Apple iPhone 13 *** 256 GB will be unlocked. This must be confirmed by me. Not a verbal agreement from T-Mobile.
*If the reimbursement cannot be provided in the form of a check and MUST be provided in the form of a pre- paid credit card, I am requesting that I continue to receive the $10 auto pay discount while still being able to use my credit card and not being required to give up my banking information to a company that cant be trusted.
Based on the concerns and information provided, I respectfully request this complaint against T-Mobile NOT be closed and that T-Mobile take these complaints seriously. Untruthfulness, misleading information and blatant lies have not place in a company that claims to provide world-class service.

Should you have any further questions or need additional documentation, please feel free to contact me.

Roytunda *******

Business Response
Date: 09/20/2023
September 20, 2023

FILED ELECTRONICALLY

Better Business Bureau
*****************************************
*****, ** *****

            Re:     Roytunda *******
                        Your File No. 17690149
                        T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated September 12, 2023,regarding the above-referenced account.
T-Mobile regrets any continued concerns Roytunda ******* may have experienced, and we appreciate the opportunity to respond. Please be advised we have made additional attempts via call and email to contact Roytunda *******, which have proven unsuccessful. As such, T-Mobile will make every effort to address Roytunda Stablers concerns within this letter.

As indicated in our previous responses dated August 30, 2023, and September 11, 2023, T-Mobile records reflect on December 29, 2021, Roytunda ******* took advantage of our Equipment Installment Plan (EIP) with the purchase of an Apple iPhone 13 ************* handset. Accordingly, Roytunda ******* was asked to remit a down payment in the amount of $99.99 as well as $72.00 for the device sales tax. Then ************************** the amount of $36.67 were accepted. At the time of this purchase, Roytunda ******* was able to take advantage of our 2021 Trade P1: Sprint Select Up to $1,000 Off iPhone 12 or 13 w/ Trade in promotion, where customers could get up to $1,000.00 off the new device via a one-time trade-in credit and monthly Recurring Device Credits (RDC). Roytunda ******* qualified for $800.00 based on their trade-in, $240.00 of that was issued towards the account balance on January 12, 2022, upon the receipt of the Apple iPhone XS and the residual of $560.00 was scheduled to be provided in 24 monthly recurring device credits of $18.67. In addition, on August 16, 2023,T-Mobile issued a $300.00 EIP credit. However, to avoid further concerns, this EIP and corresponding promotion has been closed as of August 30, 2023, and will no longer generate installment charges moving forward beginning on Roytunda Stablers next billing statement dated on or about September 21, 2023. It is T-Mobiles position Roytunda ******* was billed accurately.

Mobile Device Unlocks are available for those devices that meet our eligibility requirements. Please note Roytunda Stablers account was made eligible to receive a Mobile Device Unlock systematically for their device once the above actions were taken to pay off the remaining EIP balance. As of the date of this correspondence,T-Mobile has confirmed the above-referenced device is fully unlocked and we recommend Roytunda ******* power cycle their device prior to inserting a non-T-Mobile SIM card.

AutoPay is a free service that automatically deducts payments from a customers credit card or checking account to pay their ********************** bill.Customers on eligible rate plans may also receive a monthly bill credit for using AutoPay.

In May 2023,T-Mobile began notifying customers about changes to the program for AutoPay bill credits. The majority of our customers use their bank account or debit card for AutoPay and will continue to receive a bill credit. However, customers enrolled in AutoPay with a credit card or through Apple Pay or ****** Pay must change their AutoPay payment method on file to a debit card or bank account (ACH) to continue receiving the AutoPay monthly bill credit. Any customers impacted by this change received multiple notifications,via text message and bill message, before the bill credit was discontinued advising them how to keep the receiving the AutoPay bill credit.

Customers on eligible rate plans can learn more about AutoPay and the bill credit program by reviewing our online resources at **************************************************************. It is important to note that the standard monthly rate plan cost and terms for voice, text and data remain unchanged. Customers are also free to continue using a credit card as a payment method for AutoPay; however, they will not qualify for the AutoPay bill credit. Lastly, we understand that some customers may not wish to provide their banking information or may not have access to banking products and services. For these customers, T-Mobile MONEY is a great option for digital payments that requires no credit check, is easy to set up, and provides an online no-fee checking and savings account. Customers that use T-Mobile MONEY as their AutoPay payment method will receive the $5.00 per line discount that is offered with many rate plans that are also enrolled in AutoPay. To learn more about T-Mobile MONEY, customers may visit **************************************************; Please note T-Mobile records reflect Roytunda ******* is enrolled in AutoPay however with a non-eligible payment method; as such, T-Mobile respectfully declines their request for providing reimbursement for this discount.

T-Mobile has reviewed our records and confirmed as part of our previously agreed upon proposed resolution, on September 8, 2023,T-Mobile issued a prepaid refund card with the amount of $373.40 mailed to the billing address on file. Roytunda ******* should allow seven to ten business days from September 8, 2023, for the mailing of this refund. For questions regarding the approved refund, Roytunda ******* may contact the issuer of the card, Onbe, at **************. T-Mobile respectfully declines Roytunda Stablers request to issue this refund in the form of a check payment.

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 Roytunda Stablers recent contact with T-Mobile and our Executive Response Team.

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: 09/27/2023
To whom it may concern,
I am very disappointed at how T-Mobile representatives handled my concerns (Case#   ). My agreement with T-Mobile was very simple and should have never resulted in me involving the Better Business Bureau. It has been proven that a company that claims to provide a world class service to ALL customers has failed and has also proven that its representatives lack integrity, which is a reflection on the company.
Based on the recorded conversations between the T-Mobile representative (******************* and *************************) and me, my records will prove that T-Mobile representatives spoken agreements are very different than their written responses submitted to the Better Business Bureau. Additionally,T-Mobiles responses provided the BBB (dating from August 2022 to September 2023) reflect varied explanations or versions for how I would be compensated for a phone that was promised to me free of charge,as well as how the Apple iPhone 13 Pro *** would be unlocked. An example of this was shared in my last response. Another example includes :T-Mobiles August 28, 2023 response indicates that T-Mobiles records do not indicate that Roytunda ******* contacted T-Mobiles ************* to request a ********************** Device unlock; however, T-Mobile was unable to provide the code as the handset is not paid off. See attachment regarding the BBB response dated 8/8/2022 which states, **** also indicated that I will own the phone at the end of the contract and he will send me an email including directions to ensure that my iPhone *** is unlocked. As you will see, I have maintained and have been consistent with stated my two concerns since the very beginning of this dispute: 1 )refunding the amount I paid out of pocket for the fee phone and 2) unlocking the phone. Again, this is another example of T-Mobile falsifying information and trying to misrepresent my concerns. Fortunately for me, this information can be backed by our recorded conversations and written BBB responses.
During our September 8, 2023 recorded phone conversation between ************************* and me (ironically the conversation that ****** indicated in his Sept. 11 statement never happened), he repeatedly stated that I would receive a refund of $391.40. I requested a reimbursement in the form of a check. Instead, I received a pre-paid credit card of $373.40. This is another example of T-Mobiles conflicting verbal vs. written agreement. Also as stated in my previous response, T-Mobile has a double standard Policy. Customers are penalized for making payments via credit card, yet I am forced to receive my reimbursement via a credit card.
I am not disputing that T-Mobile has informed its customers about the new Auto Pay Process. I am requesting that since it is proven that I cant trust T-Mobile, that I am afforded the same opportunities as other customers,to receive the same Auto Pay monthly credit of $10 while still using my credit card (for the record I contacted the T-Mobile care team about this concern).
Based on my experience and treatment from T-Mobile representatives,I dont feel comfortable providing my banking account or debit card to T-Mobile and I dont need or want the T-Mobile Money account. Again, I would like to keep using my credit card for Auto Pay and I want to continue to receive the same benefits as the other customers ( $10 monthly billing credit) for as long as I stay with T-Mobile. T-Mobile needs to own their mistakes and make this situation right. As a customer, I was highly inconvenienced and should be compensated in some way for the time and energy that I spent getting what T-Mobile promised me.
Based on my concerns and my request, I am requesting that my complaint against T-Mobile remain open.

Sincerely,
Roytunda *******
Initial Complaint
Date:08/08/2022
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.
Horrible service, horrible tech support and now we have to pay go back to previouis service. Have been on the phone more then 5 times trying to figure out issues with service.We have been with them for a month. My husband is a disabled veteran and his phone service is require for his work. The constant problems the inability and it would be on T-Mobiles head. Employees at the store located in *********, are not trained to understand troubleshoot problems. And today (8/08/22 18:00) the supervisor ****** #*******, not helpful at all and seem to not care. After all the trouble, I'm hoping that others will just stay away from T-Mobile, they are unskilled, unqualified.
Business Response
Date: 08/19/2022
August 19, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re:      *****************************
Your File No. 17690284
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 9, 2022 regarding the above-referenced account.

T-Mobile regrets any concern ****************** may have regarding his service and we appreciate the opportunity to address this matter. Please be assured that T-Mobile strives to provide world-class service to all of our customers on each and every 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 during any of Mr. ******** interactions with T-Mobile.

T-Mobile records confirm that ****************** activated service on June 15, 2022, with one Mobile Internet (MI)line ending in **** and was subscribed to the 100GB Mobile Internet for 5G rate plan at the monthly rate of $55.00. This plan provides unlimited data with high-speed data up to 100GB. Speeds slow to 128kbps after allotment is used.

Additionally, ****************** qualified for and took advantage of our Equipment Installment Plan (***) with the purchase of a 5G MiFi M2000 Hotspot device. A down payment was not required and he agreed to 24 monthly payments of $14.00. With this purchase ****************** was eligible for 2022 Connected Device P10 offer and would receive a Recurring Device Credits (RDC) of $14.00 making the device at no cost.

It should be noted, promotional credits will be paid out for the full term of the *** with no means to speed up their payout. Additionally, if service is canceled prior to the full 24 months,any remaining promotional credits will stop and any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement.

On July 21, 2022, ****************** activated a T-Mobile Home Internet (HINT) line ending in **** that was subscribed to the T-Mobile Home Internet rate plan at the rate of $55.00 and two voice lines ending in **** and ****, which were subscribed to the Magenta *** 55+ at the rate of $100.00. On July 22, 2022, the voice line ending in **** was transferred to another service provider, and on August 7, 2022, the voice line ending in **** was cancelled after a Change of Responsibility (COR) was processed.

T-Mobile is always working to improve its coverage, and we regret any service issues that ****************** may have experienced. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which may vary from location to location and may change without notice. T-Mobile has verified the address on Mr. ******** account and based on the coverage map, confirms that his account address is in a good coverage area with no known issues.

It is important to note that we have no record of ****************** contacting us with concerns regarding service issues prior to August 8, 2022, when he contacted T-Mobile regarding service issues with the MI line ending in ****. Upon review of Mr. ******** account, it was determined that ****************** had reached the 100GB allotment and was advised he would experience slower speeds. ****************** then requested the cancellation of his account and to requested to return the 5G MiFi M2000 Hotspot device. Regrettably, ****************** was past the return period.

Please note that T-Mobile provides a 14-day return period, which allowed ****************** to use the equipment to see if it meets his needs. If the equipment was not acceptable, it could have been returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable *** entered into at the time of the original purchase.

The final billing statement dated August 15, 2022, reflects a balance of $414.52 which is comprised of the monthly recurring charges for the **** cycle of July 16, 2022 through August 15, 2022,final *** balance of $322.00 and applicable taxes.   It is T-Mobile position that Mr. ******** account was handled and billed accordingly to the Terms and Conditions of service and equipment agreement.

However, to resolve this matter amicably, T-Mobile will accept the 5G MiFi M2000 Hotspot device outside the return period. The device may be mailed to the following address:

T-Mobile
Attn: Amor *****
c/o Executive Relations Team
1201 **************
***********, ** 87107

T-Mobile recommends that the 5G MiFi M2000 Hotspot handset be mailed in good condition via a traceable carrier.We ask that the package includes Mr. ******** account information. Upon receipt of the equipment, T-Mobile will credit any final balances associated with equipment received in our office and ensure the account reflects a zero balance. T-Mobile has placed a collection hold through September 30, 2022, to prevent the account from being referred to a third-party collection agency while we await the equipment. However,if T-Mobile does not receive the equipment by September 30, 2022, the equipment will no longer be acceptable, and ****************** will be responsible for the equipment and collection activity will continue. Should ****************** have any questions he can contact our office at the number listed below. 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.

Amor *****
Executive Response
Customer Answer
Date: 08/20/2022

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,

*****************************
Customer Answer
Date: 01/17/2023
Hi,
This issue was not resolved. I thought it was , but t-moble failed to comply. They agreed to the terms but once I set it to resolved, they put it to collections. I would like to reopen the dispute. Thanks for your help.

****
Customer Answer
Date: 01/17/2023
Hi,
This issue was not resolved. I thought it was , but t-moble failed to comply. They agreed to the terms but once I set it to resolved, they put it to collections. I would like to reopen the dispute. Thanks for your help.

****
Customer Answer
Date: 01/24/2023

Complaint: 17690284

I am rejecting this response because: T-Mobile made False Statements of Fact by billing me for something that T-mobile had agreed not to; according to BBB in 2022.
T-Mobile also made false Statements that communicated to separate collection agencys that I had not returned a device.
********************** was Negligent and intently ignored the numerous calls to call to t-mobile support. The support person/s assured me that
there was an investigation being done. Each time I gave them the information from BBB and **** proving that I had an
agreement and proof that I complied.
The damage to my credit report, dropping my score over 50 points, has affected my job search, auto insurance and credit ratings. That is defamation by T-Mobile.

T-Mobile has also caused me to lose over 20 hours of lost wages. The time spent on the phone and in correspondence needs to be compensated for. I'm so stressed out about this. A law firm is reviewing this situation. I will consider the council of the law firm and get back to you with my decision.

Sincerely,

*****************************
Business Response
Date: 01/24/2023

January 24, 2023

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: *****************************
Your File No. 17690284
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated January 17, 2023, regarding the above-referenced account.

T-Mobile regrets any continued concerns ****************** may have experienced regarding the above-referenced account, and we appreciate the opportunity to respond to this matter. Records reflect on June 15, 2022, ****************** purchased a 5G MiFi M2000 device using our Equipment Installment Plan (EIP) offering for $336.00. At the time of purchase ****************** was not required to remit a down payment; however, he agreed to a series of 24 monthly installments of $14.00 for the number ending in ****. ****************** received a Recurring Device Credit of $14.00 per month as part of the 2022 Connected Device P10 offer. To maintain the offer the account had to remain open through the end of the EIP. If an account cancels before the end of the **** the remaining balance is accelerated and placed on the final billing statement.

On August 8, 2022, the Mobile Internet line ending in **** was canceled pursuant to his request. The billing statement dated August 15, 2022, reflected a balance of $414.52 which included monthly recuring service charges and the accelerated equipment balance from July 16, 2022, through August 15, 2022.

Records confirm on August 19, 2022, we offered to allow ****************** to return the equipment to our office, and upon receipt, we would waive the balance totaling $414.52. Please be advised T-Mobile received the device back on August 30, 2022; however, due to an inadvertent error, the account was not credited.

As the account remained past due balance, on November 25, 2022, the account was referred to **********************************, a third-party collection agency. As stated in our Terms and Conditions, accounts that are referred to a third-party collection agency may be charged a one-time collection fee. The amount of a collection fee is determined by the amount of the past due balance. Accordingly, a one-time collection fee in the amount of $23.13 was assessed to the account and updated the balance to $437.65.

As T-Mobile confirmed we received the device back, on January 23, 2023, we issued a onetime account credit of $437.65 updating the balance to zero. Furthermore, T-Mobile has removed the account from third-party collections and advised the collection agency to delete any negative information reported to the credit bureaus regarding this debt. ****************** should allow approximately 90 days for this information to be reflected on his credit report. 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
Initial Complaint
Date:08/08/2022
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 GRANDMA AND I STARTED AN ACCOUNT AT TMOBILE MY GRANDMOTHER NAME IS *************************** THAT IS THE ACCOUNT HOLDER AND IM ON THE ACCOUNT AS WELL WHEN WE OPEN THE ACCOUNT THE ******* ***** WAS NOT $500.00 THE ***** WAS ON PROMOTION FOR $399 I SPAR OKE WITGH A REP. IN MAY OF THIS YEAR TOLD ME WE OWED $85.00 ON THE ******* I WENT IN THE STORE AND PAID IT AND THE ***** IS SHOWING $500.00 THAT IS NOT RIGHT..THE I***** 12 IS SHOWING $500 AS WELL AND THE SAME DAY THE REP TOLD ME THAT I ONLY OWED $274.00 ON THE I*****12 THIS NEED TO GET FIX RIGHT AWAY IM DOUBLE PAYING FOR THESE ***** .. I FEEL THAT IM OWED MONEY AND BECAUSE OF THIS THEY KEEP CUTTING MY *****S OFF AND CHARGING ME AN EXTRA $140.00 EVERY MONTH.IN NEED **** FIXED ASAP..
Business Response
Date: 08/22/2022
August 22, 2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************, Ste 200
*****, ** *****

Re: *****************************
T-Mobile Account Holder: ***************************
Your File No. 17690296
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 8, 2022, regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is ***************************, and **************************** is the designated authorized user of the account. ********************** has confirmed that ***************************** and **************************** are one and the same.

T-Mobile regrets any concerns ******************** may have regarding the remaining Equipment Installment Plan (***) balances on the account, and we appreciate the opportunity to respond to her concerns. T-Mobile confirms that the account was activated on December 22, 2021. Currently, the account has three voice lines subscribed to the Magenta 55+ at the monthly rate of $80.00 for the first two lines and $40.00 for the additional line. Additionally, the account has **** charged at the combined monthly rate of $59.00 after promotional credits. Ms. ********* estimated monthly charges are approximately $179.00.

At the time of activation, ******************** qualified and took advantage of T-Mobiles *** with the purchase of a ******* ********* device for the line ending in ****. At the time of purchase, no down payment was required; however, ******************** remitted $108.07, which was comprised of a $30.00 Assisted Support fee, $39.99 for a GoTo Screen protector, and applicable taxes on the full retail price of $504.00 for the device. The account was then entered into a series of ************************** the amount of $21.00. With this purchase, the line ending in **** was eligible for and successfully enrolled in our 2021 ******* Activate P10 promotional offer.

The 2021 ******* Activate P10 promotional offer was available from October 15, 2021, through March 17, 2022, where customers could get a ******* Galaxy A52 5G for $99.00 ($405.00 via Recurring Device Credits (RDC)) when purchased on *** and with the activation of a new voice line on a qualifying rate plan for use on the new device. As the account met all the requirements, a monthly RDC of $16.88 is scheduled to be paid over the 24 month duration of the **** reducing the monthly charge to $4.12. Please note that promotional credits will be paid out for the full term of the *** with no means to speed up their payout. Additionally, if service is cancelled prior to the full 24 months, any remaining promotional credits will stop and any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement.

On January 1, 2022, ******************** completed an additional *** with the purchase of an Apple iPhone 12 64GB device for the line ending in 7311. At the time of purchase, no down payment was required; however, ******************** remitted $88.40, which was comprised of a $30.00 Assisted Support fee and applicable taxes on the full retail price of $729.99 for the device. The account was then entered into a series of ************************** the amount of $30.42.

On January 6, 2022, ******************** completed an additional **** with the purchase of an Apple iPhone 13 ************* device for the line ending in 6923. At the time of purchase, ******************** remitted a down payment of $512.98 plus applicable taxes, and she agreed to series of ************************** the amount of $24.46.

Please note that the ******* A52 128GB device has an unpaid *** balance of $415.79 that will be billed $21.00 and received RDC credits of $16.88 over the course of the next 15 months, making the device cost $99.00 to ********************* The Apple iPhone 12 64GB device carries an unpaid *** balance of $517.05 that will be billed over the course of the next 16 months at the rate of $30.42. The Apple iPhone 13 ************* device carries an unpaid *** balance of $415.79 that will be billed over the course of the next 16 months at the rate of $24.46. Regrettably, T-Mobile was not able to locate documentation that ******************** was offered the ******* A52 at the retail price of $399.00 or a quote of $274.00 left owed on the Apple iPhone 12 64GB device.

Please note, per T-Mobiles Terms and Conditions, customers are advised that they are required to notify us of any disputed charges within 60 days of T-Mobile providing notice of the charges. If a customer does not report the dispute within that time frame, they waive their right to dispute the charge(s). T-Mobile first received a dispute of the cost of the above-mentioned equipment was on August 8, 2022.

Further review of Ms. ********* account shows that the account has carried a past due balance as far back as March 22, 2022. The billing cycle runs from the 23rd of the month to the 22nd of the following month, with payment due by the 15th. Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date. A review of the account confirms that payments were not received by the specified due dates as such ******************** incurred late fees as payment was not received by the due date. Pursuant to T-Mobiles Terms and Conditions, late fees, subject to the maximum allowed by state law, may be charged if payment is not received by the due date specified on the billing statement. Additionally, ******************** had a return payment in the amount of $138.00 in the month of July 2022.

Our records show that T-Mobile has continued to work with ******************** by providing out-of-policy exceptions such as, restoring the account and by placing courtesy collection holds on it to allow ******************** additional time to bring her account current. It is important to note that each time the account was restored the account was assessed restore fees of $20.00 per line. As of the date of this correspondence, the account reflects a balance of $778.87 which is over (90) days past due. Please note that and a new bill is scheduled to generate on or around August 22, 2022, with current charges.

It is important to note that if an account is (31) days or more past due, customers must pay the past-due amount that is (30) days or more to be eligible to set up a payment arrangement. It is T-Mobile position that the account was handled and billed accordingly to the Terms and Conditions of service and equipment agreements. T-Mobile respectfully declines Ms. ********* request for account credits or compensation regarding this this matter.

However, as a courtesy and in an effort to work with ********************, T-Mobile has placed collection hold on the account until September 30, 2022, to provide additional time to bring her account current and temporarily pause collection efforts. ******************** may make a payment by using the payment remittance slip included with the billing statements, by visiting a retail location, or by contacting us at ****************, by September 30, 2022. If the account reflects a remaining balance after September 30, 2022, normal collection efforts will be resumed. T-Mobile regrets any inconvenience to ********************, and we appreciate her feedback regarding her experience.

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: 08/23/2022

Complaint: 17690296

I am rejecting this response because:

Sincerely,

*****************************
Customer Answer
Date: 08/30/2022
I want the correct price on the phones because they were not $500 when I got the ******* or the iPhone 12 so therefore is the reason why I rejected what they said from T-Mobile that ******* phone was not $500 when we got it why is it $500 now thats not fair and then to say that the iPhone 12 is free after 17 months of course is free after 17 months because I paid it off at that point if its free then I shouldnt be paying for it at all I shouldnt be paying a monthly bill on it or be paying monthly for that phone and the ******* the phone was only 395 when I bought the phone it on the phone in the store I want to correct it and I if its free then I shouldnt be paying for it at all I shouldnt be paying a monthly bill on it or be paying monthly for that phone and the ******* the phone was only 395 when I bought the phone it was a sale on the phone in the store I want to correct it and I want my bill corrected
Initial Complaint
Date:08/08/2022
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 May 6th I opened an account with T Mobile I paid $209.19 to open the account .I was told because of my husband's military service it would be $70. a month for two phones . When sent the first bill I was charged $144.00 ! The phones could not get service at our home and since my husband is disabled he was without a phone so I called to cancel the phones and return them .I was told I would have to return them to the store I received them from . So I drove to the store and after an hour they told me I had to return them to the company .The person talked to them and I was told I would receive a shipping label which never came ! Now I have received a bill saying final bill which is for the phones ! Again I called them and this time was told because I received a final bill I couldn't return the phones ! I asked to talk to a supervisor and after being put on hold for 15 minutes I was told the supervisor would call me back in a half hour well it has been 2 hours and no call back ! All I want is for them to take back these phones as was told they would do !
Business Response
Date: 08/22/2022
August 22,2022

FILED ELECTRONICALLY

Better Business Bureau
12639 *************,Ste 200
*****, ** *****

Re:      ***************************
Your File No. 17690073
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 8, 2022, regarding the above-referenced account.

T-Mobile regrets any concerns to **************** regarding the estimated monthly charges, and we appreciate the opportunity to assist her. On May 26, 2022, **************** activated two voice lines on our Magenta *** 55 Plus plan at the monthly cost of $100.00 with taxes included. We understand from Ms. ******* correspondence to your office that she was offered our **************** rate plan as her husband is in the military; however, to be eligible for this plan,the military member must have the active T-Mobile account with their name as the Billing Responsible Party. As such, Ms.******* account was ineligible.

**************** purchased two One Plus Nord N200 handsets on an Equipment Installment Plan (***) and agreed to ************************** the amount of $9.00 for each handset. *************** applied our Protection 360 feature to one of her mobile lines at the monthly cost of $9.00. **************** was enrolled in our 2022 Smartphone Activate P1 promotion and began receiving monthly credits in the amount of $9.00 towards each handset ***, and as such, received the handsets at no cost while maintaining eligibility. **************** also activated ********************* at the monthly cost of $55.00 and qualified for our 2022 Hint P11 promotion and began receiving a $20.00 monthly credit towards the Home Internet,updating the monthly cost to $35.00.

Please note that at the time of purchase, T-Mobile provided a 14-day return period, which allowed *************** to use the equipment to see if it met her needs. During the return period, if the equipment is not acceptable, it can be returned to the original point of sale for a refund or exchange and, if requested, cancelation of the service and any applicable *** entered into at the time of the original purchase.

If a customer has an open *** and the account is canceled,any promotional offers are removed, and any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the *** agreement provided at the time of purchase.

A billing statement dated May 27, 2022, generated in the amount of $144.00. The billing statement included monthly access charges, taxes, and fees for the billing period of May 27, 2022, through June 26, 2022.

On June 8, 2022, **************** cancelled her *********************. On June 17, 2022, **************** cancelled one of the two voice lines on the account after transferring the mobile number to another service provider. On June 26, 2022, **************** cancelled the account after cancelling the remaining voice line. As we have no record of the One Plus Nord N200 handsets being returned to T-Mobile within the return period, the remaining *** balances, totaling $396.00, were charged on a later billing statement.

A billing statement dated June 27, 2022, generated in the amount of $119.48. The billing statement included the past due balance of $144.00, Protection 360 in the amount of $9.00, a late fee in the amount of $6.81, and a prorated bill credit in the amount $40.33 as the account was cancelled mid-cycle.

On July 1, 2022,T-Mobile issued a courtesy credit on the amount of $9.00 for Protection 360 charges,updating the account balance to $110.48. On July 14, 2022, **************** remitted a payment in the amount of $119.48,updating the account to a credit balance of $9.00. On July 21, 2022, T-Mobile issued a courtesy credit on the amount of $34.67 for prorated Home Internet charges,updating the account to a credit balance of $43.67.

A billing statement dated July 27, 2022, generated in the amount of $352.33. The billing statement included *** acceleration charges totaling $396.00 and the credit balance in the amount of $43.67.

On August 16, 2022, in an effort to amicably resolve this matter, our office issued a bill credit in the amount of $352.33, updating the account balance to zero. **************** will not be required to return the One Plus Nord N200 handsets. The 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:08/08/2022
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.
On August 4 2022 Sprint removed $1589.12 from my bank account. Despite the fact that their representative told me beforehand that he canceled the automatic withdrawals from my bank account. And that all future statements will be sent by mail instead. The problem started around March of 2022 when I set up a 2 new cell phone plans through Sprint. I exchange my 2 iPhone X and got 2 iPhone 13s by contracting new plans with sprint .When I noticed my monthly charge from sprint was almost double what it should be, I contacted Sprint. After multiple phone calls with Sprint over 2 months. I was being charged for four phones and four lines but I only had two phone numbers. ****** told me that they would cancel two 2 of the plans along with the 2 phones. And that my monthly bill should be in $130 range. But in July 2022 I was notified that Sprint would be taking $1589.12 out of my bank account on August 4. As soon as I received the billing notification I got on the phone calling T-Mobile attempting to clear up the situation. I was told that the $1589.12 charge was for early cancellation fee for the 2 plans and phones and I canceled. I finally got ***** from T-Mobile to understand that I never had the two extra phones or contracts that I was being charged for.***** gave me my case number #********* to be reviewed by his supervisor. He told me that it was clearly a misunderstanding and he saw no problem with them taking care of the situation. During that conversation ***** told me he canceled the automatic withdrawals from my back account. That I didnt have to worry $1589 being removed from my bank account anymore. And that my monthly statements will come in the mail. Regardless on August 4 Sprint removed $1589.12 from my ********** account.
Business Response
Date: 08/19/2022
August 19, 2022

Better Business Bureau
12639 **************., Ste. 200
*****, ** *****

Re:File 17689610
Account *********, ****************************;

To Whom It May ***************************** now part of T-Mobile (Sprint) is in receipt of the above-referenced complaint of ************************************ We regret any inconvenience **************************** may have experienced with her equipment billing concerns. We appreciate the opportunity to respond.

In our effort to provide clear communication about our devices, features, promotions and pricing, Sprint publishes an overview and our retail brochures, displays, partner stores, and website at www.t-mobile.com have not deviated from the published information.

Our records reflect **************************** visited a T-Mobile retail store on March 16, 2022 and upgraded the devices on her lines of service ending in **** and **** to Apple iPhone 13 devices. We confirmed, because of an inadvertent keying error, Installment Billing Agreements (IBA) COS-********* and COS-********* were established in error. Our records indicate the two noted IBAs were created at the point of sale with the same device serial number. Subsequently, **************************** was assessed monthly IBA charges for two additional agreements since March 2022. We identified **************************** contacted our ******************* regarding the additional agreements on her account in June 2022, at which time a representative closed the aforementioned agreements, resulting in accelerated cancellation charges totaling $1,399.94, as reflected on the July 2022 billing invoice. Additionally, because **************************** is enrolled in our **************** the total July 2022 billing invoice amount of $1,589.12 was automatically debited from her financial institution on file on August 4, 2022.

To provide a resolution, on August 9, 2022, we applied credits totaling $1,399.94 to offset the accelerated cancellation charges assessed as reflected on ******************************** July 2022 invoice. Additionally, the $1,589.12 payment processed on August 4, 2022 was returned to ******************************** financial institution on August 10, 2022. As a result of the returned payment, ******************************** account reflected a past due balance of $189.18 which included valid charges for services rendered and equipment for the July 2022 billing period.

During our August 12, 2022, discussion with ****************************, we provided the aforementioned information. To resolve ******************************** equipment billing concerns, we applied credits totaling $300.02 to offset the additional IBA monthly installment charges assessed since March 2022. Furthermore, as a gesture of goodwill, we applied a one-time account service credit of $220.93 to offset ******************************** July 2022 invoice balance, return payment, and late payment fees. **************************** accepted our goodwill offer and resolution provided. We regret any inconvenience to *****************************

We appreciate **************************** taking time to provide details of her experiences with our retail store representatives and *******************. We value her feedback. Please be assured that the quality of service provided to our customers is of our utmost priority.

Based upon the foregoing, we respectfully request that this complaint against Sprint be closed.

Thank you for bringing this matter to our attention. If you have any questions, please do not hesitate to contact me directly by calling **************.

Sincerely,

************
Executive Response

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