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

27,436 total complaints in the last 3 years.
8,063 complaints closed in the last 12 months.

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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: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.
Continuation from BBB File # ********, no completely resolved as you will read below. In March, 2021, I the owner of the T-Mobile account, trade it-in two phones for a Trade in-value of $1000 each (me and spouse, amount was corrected). During the trade-in process in store at ***************************************************, the employee doing the process stated we qualify for two extra phone lines, one costing $10, and second being free. Thus I transferred my fathers T-Mobile account into mine, with the employee stating I can transfer his phone number into one of the new lines for $10/month. I accepted the deal, but later learned this was not true and was in fact charged $20/month per line, and I also paid $30 activation fee per line.After writing BBB in April, on April 22nd my issue was partially resolved, by *********************** from T-Mobile, who credited my account to complete my trade-in value of $1000 per phone. The issue of the two extra lines not being the right price was not solved, and I decided to cancel those lines, as I don't need them at full cost. I called T-Mobile and cancelled those lines, being assured nothing else will change on my account, just two new lines with no phones attached to them will be cancelled. I also learned this was wrong, as my trade-in deal that I did in March was now void, with T-Mobile stating I cancelled lines on my account, voiding the trade-in values. Now instead of having a $1000 credit per line, I am paying a full price for two phones (mine and spouse). I explained to the T-Mobile associate that I was lied to at the store, and did not want to pay full $20/month per line, as it I was told differently. I am currently paying $251.84 for a full monthly bill, with that being a $41.67 for an S22+ and $54.17 for S22 Ultra.The bill should reflect my trade-in phones, and my payment on my phones should be $14.37 for the S22+ and $25.92 for the S22 Ultra. I feel like I am being deceived my the employees in the store and over the phone, please help!
Business Response
Date: 08/23/2022
August 23,2022

FILED ELECTRONICALLY

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

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

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 8, 2022, regarding the above-referenced account. T-Mobile is pleased to report,we have resolved Mr. ******* concerns to his satisfaction.

T-Mobile regrets any concerns **************** experienced regarding his T-Mobile account. Our records confirm that on September 19,2019, **************** activated his account with two mobile numbers ending in **** and 3318. **************** subscribed to T-Mobiles ********************* rate plan with a base rate of $100.00 per month with taxes, and fees included. Additionally at the time of activation, Mr. ******* line of service ending in **** subscribed to the optional Protection360 feature at a rate of $18.00 per month, plus taxes, and fees. This feature provides extended warranty, and insurance coverage provided by Assurant Solutions, a third-party company.

On March 12, 2022, **************** activated two new lines of service with the mobile numbers ending in **** and ****, which were added to Mr. ******* existing ********************* rate plan at $20.00 per month for each additional line of service. Further review confirms that during Mr. ******* new activations, he attempted to take part in T-Mobiles 2022 Line On Us P1 offer wherein for a limited time, existing customers that activated on or before January 11,2022, and have at least two paid voice lines on a qualifying rate plan could activate at least two additional voice lines on their account and receive one of them for free via monthly recurring credits. ************ Mr. ******* rate plan did not qualify for the offer.

On ********************************* also used *** to purchase a ******* Galaxy S22+ 128GB device priced at $999.99 and agreed to 24 monthly installments of $41.67. At the time of Mr. ******* purchase,T-Mobile offered the 2022 ******* Trade P4 offer, which stipulates that a customer could receive up to $800.00 off a ******* Galaxy 22 series via one-time trade-in credit and 24 monthly Recurring Device Credits (RDC), when activating a new voice line, purchase the device on ***, and trade-in an eligible device on any rate plan. Mr. ******* purchase qualified for T-Mobiles 2022 ******* Trade P4 offer by trading in a ******* Note 10 Plus device which also qualified for the full value of $800.00 in the form of trade-in credit of $145.00, and $655.00 in 24 monthly recurring credits of $28.25 each, reducing the monthly *** by that amount. Further review confirms that on April 17,2022, Mr. ******* account received the first monthly RDCs, however, no further promotional credits have been applied as T-Mobile has not received Mr. ******* trade-in devices.

Additionally, on April 6, 2022, **************** took advantage of T-Mobiles Equipment Installment Plan (***) program to purchase a ******* Galaxy S22 Ultra 256GB device priced at $1,299.99 and agreed to 24 monthly installments of $54.17. Mr. ******* purchase qualified for T-Mobiles 2022 ******* Trade P4 offer, as further review confirms *************** traded in a ******* Galaxy Note 10 device which qualified for the full value of the offer in the form of a trade-in credit of $122.00, and $678.00 in monthly recurring credits of $27.30 each, reducing the monthly *** by that amount.

Records indicate that on April 19, 2022, **************** cancelled his mobile number ending in ****,and on May 17, 2022, **************** cancelled his mobile number ending in ****. It is important to note that if any lines associated with promotional offerings through RDC are cancelled, this may deem the account ineligible for continued RDC as part of the promotion.

On April 22, 2022,T-Mobile applied a $200.00 credit toward the open *** on both of Mr. ******* newly purchased devices to complete the value of $1,000.00, as **************** indicated in his correspondence to your office. Please note, the credits provided will reduce the length of time it will take to pay the entire balance associated with the devices but will not reduce the amount of any future regular monthly *** payments.

On August 15, 2022,T-Mobile contacted **************** and discussed his concerns. To amicably resolve his concerns, T-Mobile issued a credit of $621.50 towards the *** associated with the ******* Galaxy S22Ultra Burgundy 256GB, leaving that *** with a balance owed of $207.64, which will continue to be billed at the rate of $54.17 a month for four more months. T-Mobile also issued a credit of $600.40 towards the *** associated with the ******* Galaxy S22+ Phantom White, leaving that *** with a balance owed of $32.91, meaning that it will have one final *** charge in that amount reflecting on the billing statement dated after August 19, 2022. Pursuant to our conversation,**************** considers the matter resolved, and has no further concerns. T-Mobile regrets any inconvenience to ***************, and we appreciate the opportunity to resolve this matter.

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

*******************************
Executive Response
Initial Complaint
Date:08/08/2022
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.
T mobile store representative said I didn't owe money when I canceled service, I was charged for a month of service and installments for the phones that were paid off.
Business Response
Date: 08/19/2022
August 19, 2022

FILED ELECTRONICALLY

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

Re: ***********************
Your File No. 17689692
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 **************** has regarding his account. T-Mobile records indicate ****************** account was subscribed to our T-Mobile Essentials rate plan for $100.00 per month plus applicable taxes.

T-Mobile records confirm **************** canceled his account on May 3, 2022 when she ported his mobile numbers to another service provider. ****************** billing cycle ran from the 15th of one month to the 14th of the following month. Pursuant to T-Mobile policy, customers are responsible for all charges through the end of their service term. Accordingly, **************** was billed through May 14, 2022.

****************** final billing statement was generated in the amount of ****** for monthly service charges plus applicable taxes and fees.

Upon review of ****************** account on August 15, 2022, T-Mobile issued a credit to the account in the amount of $****** for monthly service charges plus applicable taxes and fees. ****************** 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: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 April 28, 2022, I ordered a cellular phone from Tmobile. The model of that phone is ****** ******. I paid $337.61 for the phone and a case. I believe that the case was $20. After about 5 weeks, it would not charge properly. I called Tmobile several times concerning the issue. When the call did go through, I spoke with a Tmobile "expert", expecting to be treated like a long term customer. The expert told me they would email me a *** shipping label because they said I had to ship the phone back to them before they could replace it. I took time out of my day, drove to *** **** is $6 a gallon), paid *** three dollars and some change to print the shipping label and I sent the item according to the instructions given me by the "expert". The phone was delivered to Tmobile July 12, 2022. Today is August 08, 2022. They still have my phone. Someone calling himself a manager told me repeatedly that I shouldn't have followed the directions given to me by their "expert". I told them that I want either a full refund or for them to return my phone. He said no. He offered me only half of what I paid. That's not good enough. I bought a phone because I want a phone. I don't want to waste half of the price of the phone so that I can get the run-around from the "experts". If I can't have my phone, at the very least, I should be given a suitable replacement. He told me to write a letter to corporate. They scammed me. They had me send my phone to them and they kept it. I have recordings of every call. If they cannot find my phone or just don't want to return or replace it with a working phone of the same model, then I deserve a full refund.
Business Response
Date: 08/19/2022
August 19, 2022

FILED ELECTRONICALLY

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

Re: ***************************
Your File No. 17655445
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 **************** may have experienced, and we are pleased to report that we have resolved his concerns to his satisfaction. On April 28, 2022, a ******* Galaxy A32 5G handset and OtterBox Case were purchased and **************** paid a total of $322.61 which included taxes. At the time of Mr. ******* purchase, T-Mobile provided a twenty-day return period which allowed **************** to use the equipment to see if it met his needs.

Please be advised all new T-Mobile devices to come with a limited one-year manufacturers warranty through T-Mobile, Assurant, or the manufacture. On June 18, 2022, **************** contacted his Team of Experts (TEX) to process a warranty exchange; however, due to an inadvertent error, an exchange could not be processed for the ******* Galaxy A32 5G handset at that time.

On June 29, 2022, **************** contacted TEX and as a ******* Galaxy A32 5G handset was not available for exchange, **************** was provided with a return label for the return of his handset. Records reflect that the handset was received on July 16, 2022; however, since this was past the above-referenced return period, a refund was not processed systematically like it would have had the return been completed within the return window. We regret any inconvenience to *****************

**************** contacted his TEX on August 3, 2022, and requested a refund for his device. As a refund could not be processed at that time, **************** was offered a credit in the amount of $141.00 as a resolution and **************** declined this option.

On August 15, 2022, our office spoke to **************** and advised him of the above information. To resolve Mr. ******* concern T-Mobile mailed him a brand new ******* Galaxy A71 5G handset with a full retail cost of $434.50 with applicable taxes. The cost of the device and taxes were billed to Mr. ******* account and on August 19, 2022, the pending charges of $434.50 were adjusted so **************** would keep the replacement device at no additional cost to him. **************** accepted this as a full resolution and confirmed tha he did not have any further concerns. T-Mobile regrets any inconvenience **************** may have 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
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.
For nearly two years now i have been experiencing horrible service. My internet speeds have been very slow and then in January when I moved it got even slower and I started losing service on and off throughput the day. At both places I was always told it was tower upgrades and once it was my phone so they switched my phone out, it didn't help. At one point I was lied to and told it was upgrades, but then one of their own employees told there were no upgraded going on. Now for the past month they can't decide if it is tower upgrades or a loss of power problem, I am getting conflicting stories and no one knows when it will be resolved. Last month they didn't charge me for service which considering I am without service more than I am with service was fair. I am tired of conflicting stories and have only held on this long because my service used to be good with them and I hoped it would be again, but now with being lied to and the rudeness I have had enough. In average in a 30 minute chat I would go offline, meaning no service anywhere from 5 to 12 times. Now I am being told that the tower upgrade which began in **** was complete on 8/1/22 but they have begun another upgrade as of 8/7/22 at 5:10pm and are unsure when this one will be completed. I have also noticed missing chat conversation recently. My supporting evidence is screen shots but I have so many that show relevant information and would need to send far too many which would exceed the limitations so am not sure what or how to send.
Business Response
Date: 08/22/2022
August 22, 2022

FILED ELECTRONICALLY

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

            Re:      ***********************************
                        Your File No. 17627882
                        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 always working to improve its coverage, and we regret any service issues ************************ *** have experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that *** interfere with actual service, quality, and availability. Although the coverage map at www.T-Mobile.com does not guarantee service availability,it predicts and approximates our wireless coverage area outdoors, which *** vary from location to location and *** change without notice. T-Mobile has verified the address on Ms.*********** account and based on the coverage map, confirms her account address is in an excellent coverage area with no known issues and we apologize if ************************ was advised otherwise.

On January 9, 2022, an escalation was sent to our engineering team which confirmed that service was working as expected in the area. It is important to note that ************************ has estimated monthly service charges of $59.00 after AutoPay discount per month, for the Magenta Unlimited 55 Plus rate and equipment protection. Please be advised that from January 16, 2022, through August 16, 2022, T-Mobile has applied courtesy credits totaling $211.83 to resolve Ms. *********** requests for credit due to service issues. As service has been confirmed to be working as expected and the compensation that has already been provided on the account for the matter T-Mobile respectfully declines Ms. *********** request for additional compensation.

Please be assured T-Mobile takes allegations of employee misconduct very seriously. We make every effort to be professional and courteous to our customers. We apologize if any T-Mobile employee failed in any way to display that during Ms.*********** ******** with our Team of Experts (TEX).

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

*********************************
Executive Response
Customer Answer
Date: 08/22/2022

Complaint: 17627882

I am rejecting this response because: this is in no way satisfactory considering since I filed my complaint I have found that I am now without service practically every other minute. I have screen shots I can send but in order to show full effect I would need to upload multiple pictures.
Sincerely,

***********************************
Business Response
Date: 09/05/2022
September 5, 2022

FILED ELECTRONICALLY

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

Re: ***********************************
Your File No. 17627882
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 22, 2022, regarding the above-referenced account.

T-Mobile regrets any continued concerns ************************ *** have regarding the account. As previously mentioned in our correspondence dated August 22, 2022, T-Mobile is always working to improve its coverage, and we regret any service issues ************************ *** have experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that *** interfere with actual service, quality, and availability. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which *** vary from location to location and *** change without notice. T-Mobile has verified the address on Ms. *********** account and based on the coverage map, confirms her account address is in an excellent coverage area with no known issues and we apologize if ************************ was advised otherwise.

On January 9, 2022, an escalation was sent to our Engineering Team, which confirmed that service was working as expected in the area; however, between January 16, 2022, and August 16, 2022, T-Mobile has applied courtesy credits totaling $211.83 to resolve Ms. *********** requests for credit due to service issues.

Nevertheless, on August 23, 2022, our Engineering Team reviewed Ms. *********** concerns again and it remains our position that service in her area is working as expected. Please note, on August 31, 2022, and September 1, 2022, ************************ contacted T-Mobile regarding concerns with service; however, our records reflect that she did not complete the necessary troubleshooting to further investigate the reported service concerns. Therefore, if ************************ continues to experience service-related issues, we respectfully request that she provide to Team of Experts (TEX) details of the problem, including the date and time and the area(s) in which it occurred, including the major cross streets. Please note this information is critical to our ability to evaluate and troubleshoot service and coverage issues. Once aware of the situation, T-Mobile can attempt to resolve the issue through additional troubleshooting and reviewing the areas of concern.

Although T-Mobile regrets any continued concerns ************************ *** have, we respectfully decline to provide her with any additional compensation. While we would be disappointed to lose ************************ as a customer, she is under no contractual obligation to remain a T-Mobile customer. Should ************************ find her services to be unacceptable, as our Engineering Team has confirmed our service to be performing as expected, it *** be appropriate for her to explore a service provider that better meets her specific needs. T-Mobile sincerely regrets any inconvenience to *************************

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

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

Customer Answer
Date: 09/13/2022

Complaint: 17627882

I am rejecting this response because: First of all I believe this is the same response T-Mobile sent the first time, they just changed a fee things . I fail to see how they can say that the service in my area is fine. If it were fine I wouldn't lose service, have text messages fail and wouldn't have to deal with a 60 second video buffering at least 5 timed. T-Mobile boasts the best coverage, but they do not deliver they constantly have issues with their towers. I invite them to contact me directly because I have over a thousand screen shots of conversations where one minute I am told it is upgrades and the next that there are no upgrades going on, I also have screen shots showing how often I lose service, well how often I lose service that I actually know about since I have my phone in my hands. **** knows how often it happens when I am not aware of it. I also have speed tests which I will include with this response.

Sincerely,

***********************************
Customer Answer
Date: 09/19/2022
Sorry to be a pest, but I would like to add something to my response to T-Mobile. Please let them know I had internet installed on 9/13/22 and still lose service, cannot send text messages and am only able to make emergency calls. Today 9/14/22 I contacted chat and they did whatever they did and it didn't work so they had tech support call me. The call was distorted and then I lost service so the call got disconnected, they called back, the call dropped. They called back and wanted to have me shut my phone off so they could reset stuff, but the guy in chat already performed that. They advised me there is an upgrade (big surprise there) in my area and then suggested I upgrade to a 5g phone. I told them I should not have to upgrade my phone because this one is less than a year old and I was told that 4G service would still be available. At that point they said they would escalate the ticket that was filed in August???
Business Response
Date: 09/21/2022
Tell us why here...
September 21, 2022

FILED ELECTRONICALLY

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

Re: ***********************************
Your File No. 17627882
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 19, 2022, regarding the above-referenced account.

T-Mobile regrets any additional concerns ************************ *** have and we appreciate the opportunity to respond. As previously mentioned in our previous correspondences T-Mobile is always working to improve its coverage, and we regret any service issues ************************ *** have experienced. Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that *** interfere with actual service, quality, and availability. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which *** vary from location to location and *** change without notice. T-Mobile has verified the address on Ms. *********** account and based on the coverage map, confirms her account address is in an excellent 4G LTE coverage area and good 5G coverage area with no known issues or upgrades being performed. Please be advised that ************************ currently shows she is utilizing an ** Stylo 5 handset that although it does not have the ability to utilize the 5G coverage available in the area would still be able to utilize the 4G LTE coverage. Therefore ************************ is not required to purchase a new handset.

Our records show as of June 25, 2019, ************************ has been subscribed to the Magenta 1.0 Unlimited 55 rate plan which includes unlimited talk, text, and unlimited data. Please be advised T-Mobile does not show ************************ has made any changes to her rate plan or added an internet line to the account. Since the start of Ms. *********** current billing cycle on August 27th T-Mobile reflects consistent usage with 17 GB of data used, 87 minutes used and 874 messages sent and received.

Please be advised that T-Mobile was unable to substantiate Ms. *********** claims she was advised an additional escalation would be sent to our engineering team. On September 12, 2022, an additional courtesy credit of $35.00 was applied, leaving the account with a zero balance.

As service has been thoroughly reviewed and has been confirmed by our engineering team to be working as expected T-Mobile respectfully declines to take any further action regarding the matter. T-Mobile regrets any inconvenience to *************************

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

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

Customer Answer
Date: 09/22/2022
If possible I would like to add a question to T-Mobile. Why do their employees always ask if I am connected to the internet? Because I got internet finally and it still does me no good. I still need to have phone service in order to make use of the internet and I am still losing service. So I guess there is a waste of money.
Customer Answer
Date: 09/24/2022

Complaint: 17627882

I am rejecting this response because: LOL I'm sorry you actually thought that with the horrible service I already have that I would actually get internet through your company? No thank you, I have read the complaints about it on your ******** page. Once again I am inviting you to contact me directly so that we can discuss the problems because as previously stated I have over a thousand screen shots of chats and lost service for up to 5 minutes at a time off and on every couple of minutes. Read your ******** page guys, your company has serious issues and I refuse to back down.

Sincerely,

***********************************
Customer Answer
Date: 09/27/2022
I am so sorry to do this but apparently I missed a section in the response from T-Mobile where they stated on 9/12/22 a $35 credit was added to my account leaving me with a $0 balance. First of all when the offer was made I declined but the person I was chatting with did it anyway and second of all I don't understand how they can possibly say it left me with a $0 balance because on 9/17/22 $24.00 was taken out of my bank account by T-Mobile for the remaining balance for that month's bill. Screen shots show refusal of offer and the remaining balance being withdrawn from my bank.
Business Response
Date: 09/28/2022

September 28, 2022

FILED ELECTRONICALLY

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

Re: ***********************************
Your File No. 17627882
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated September 27, 2022, regarding the above-referenced account.

T-Mobile regrets any additional concerns ************************ *** have experienced. As previously mentioned unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that *** interfere with actual service, quality, and availability.

On September 12, 2022, a courtesy credit of $35.00 was applied to the account and we apologize for any misunderstanding. On September 17, 2022, a payment of $24.00 was remitted. Please be advised the account currently reflects a zero balance.

On September 28, 2022, upon reaching ************************, our office advised her that the service is performing as expected with no known issues. T-Mobile regrets any inconvenience to *************************

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

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

Customer Answer
Date: 09/29/2022

Complaint: 17627882

I am rejecting this response because: I will not close this matter because it has not been resolved. As I informed the person I spoke with yesterday. T-Mobile employees consistently informed/promised me that once the tower upgrades in my area were complete the service would work without issues again. Took me forever to find out there was more than one tower in my area that would need upgrading but I held out even though I wasn't always nice or patient about it because I was looking forward to the great service I had when I first switched over to T-Mobile. But now the tower upgrades are complete and I don't have what was promised to me and yes I am ******. These people work for your company, therefore they represent your company. Why were they allowed to say things when there was a possibility that it wouldn't happen? This is misleading and being as they represent your company you need to be held accountable and I am not talking about firing each one of these employees because they are only doing their jobs in the manner they were trained to do them. I am talking about training them better, at the very least train them to give both sides of possibilities, like it may improve and it may not, not I promise. Had I been told that there was a chance it wouldn't get better and might continue being crappy I could have made the decision to stay and hope for the best or say to h*** with it and leave. If I chose to stay and it didn't improve, well that was my choice, my problem, but I wasn't given both sides of the possible outcome.

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 February I requested to have the Magenta ************ Plan. T-Mobile did not switch me to it. On 8.8.2022 I again requested this. They told me I need to go to a store to finish the migration from Sprint to TMobile for billing purposes. I was in a serious car accident in Oct 2021 and am still recovering and had surgery on 7.28.2022 so I am unable to go to the store. TMobile can adjust my plan over the phone but refuses to as they are trying to make this difficult if not impossible for me. I am tired of being strung along and want the adjustment completed now. They have transferred to closed offices on a Monday at 3pm in the afternoon. The service is atrocious. I just want to have the **************** *** plan for my lines. Primary line is ************
Business Response
Date: 08/19/2022
August 19, 2022

Better Business Bureau
12639 **********************************************************************

Re:      File 17688888
                       Account 528283816,*****************************

To Whom It May ********

Sprint, now part of T-Mobile (Sprint) is in receipt of the above-referenced complaint of *****************************. We regret any inconvenience ******************** may have experienced with her service plan concerns. We appreciate the opportunity to respond.

Ms. Flahertys account was activated on October 17, ****, and she has three phone lines subscribed to our Sprint ONE Military 2+ ************ plan.

We are excited for Sprint customers to have the full T-Mobile experience. Migrate to T-Mobile (***) allows Sprint customers to effortlessly migrate their entire account to T-Mobile. Unlike porting-in, *** allows Sprint customers to retain some of their previous benefits with no external credit checks and no deposit requirements for lines moved.

Sprint customers can move up to 12 voice lines and 5 data lines, retain their Sprint tenure with T-Mobile, and experience no overlapping **** charges. As such, customers who would like the *** experience will need to visit a T-Mobile corporate retail location with all compatible devices in hand and unlocked to receive a T-Mobile SIM card. In addition, customers are required to financially satisfy any outstanding Sprint Lease or Installment Billing Agreements, prior to initiating and completing the ***. Lastly, qualified customers must be in a good T-Mobile coverage area & willing to accept a T-Mobile rate plan and cannot have any open Sprint orders for devices or service.

As stated in the terms of our Sprint ONE Military plan, new and targeted existing customers who established and maintained ************** on a qualified, shared service plan, and are members of the U.S. Armed Forces in a veteran, active duty, or reserve status, are eligible to select a *************** Offer, for a total of $130.00 for her six phone lines, with confirmation of status via our website at www.sprint.com/military-verify.

Our records reflects that on February 23, 2022, ******************** contacted our customer service team and requested to change her price plan to our Magenta ************ plan. At that time, because mobile line ending in **** with a ***** Thin Q was not eligible for the *** experience, that price plan was not available.

On March 21, 2022,******************** contacted our customer service team, and we provided her with the Sprint website to complete the verification for the Sprint ONE Military price plan. On March 23, 2022, we received her verification that qualified ******************** for the military discount offer. The Sprint ONE Military 2+ ************ plan was set to be effective April 5, 2022.

On August 8, 2022,******************** was referred to a T-Mobile retail store to complete the *** experience.

During our conversation with ******************** on August 10, 2022, we provided the above outlined information. We offered to complete the *** experience over the phone. However, ******************** stated she was planning to leave the country by the end of the week and since she is upgrading her device for ********************** line ending ****, she will visit one of our T-Mobile stores to complete the *** experience and her device upgrade.

On August 11,2023, ******************** sent us an email stating that her concerns were resolved at our T-Mobile retail store. ******************** remains on the Sprint billing system with our Sprint ONE **************** plan.

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
Customer Answer
Date: 08/19/2022

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. ******* and her team were very helpful. I wish it everyone at T-Mobile was as responsive as they were.

Sincerely,

*****************************
Initial Complaint
Date:08/08/2022
Type:Sales and Advertising 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.
Remove from mailing list:************************* ******************************************************************* Unable to reach anybody by phone.
Business Response
Date: 08/18/2022
August 18, 2022

FILED ELECTRONICALLY

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

Re: *************************
Your File No. 17688806

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 2, 2022, regarding the above-referenced file number. Please be advised T-Mobile has made attempt to contact ****************, which has proven unsuccessful. As such, T-Mobile will make every effort to address Mr. ******* concerns within this letter.

T-Mobile regrets to hear of Mr. ******* concerns regarding marketing materials received, and we welcome the opportunity to respond. When non-customers receive marketing materials they no longer wish to receive, we refer them to https://www.t-mobile.com/resources/opt-out-marketing to opt out of future marketing. **************** may choose all types of marketing that he wishes to discontinue, including direct mail. Once received, **************** should allow up to 10 business days for T-Mobile to complete his request. If **************** has additional concern regarding the matter, he may reach me at the number below. We regret any inconvenience to ****************.

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

***************************
Executive Response
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. I have never done business with this company.

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.
Over the last 8 + months we have used T-Mobiles cell phone service in ***** *****. The service has either not worked at all or was very choppy making it next to impossible to speak on the phone. This service got to the point we called to let them know numerous times what was going on and we were told by one of the technicians that the tower in ***** ***** was broken/damaged and that there was no time frame on repair. We called them again and got the same answer while still not getting any service. My question to them is how can you tell a customer your service tower needs repair then not repair the tower or even reimburse the customer for no service during that time which was 8 months ? The last time we called was on 8-6-22 to cancel the service and move to ******* and now our service is flawless. We had 2 lines one for me and one for my Husband. We would like a reimbursement for 8 months of no service for ****** which totals *******. We know T-Mobile was aware of this outage yet they never contacted us nor offered a good faith resolution to the problem. They also only had a record of our last few phone calls not the ones we made to them when this first started. The acct number is ********* Names on the Acct are ******* and ***************************
Business Response
Date: 08/19/2022
August 19, 2022

FILED ELECTRONICALLY

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

Re: ***************************
Your File No. 17687965

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 takes account security very seriously, therefore in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this issue has confirmed that *************************** is not an authorized user on the account which is associated with the mobile number she provided and as such, we will not be contacting *************************** regarding her correspondence to your office. The account holder of record *** add *************************** to the account by contacting T-Mobile ************* 24 hours a day at **************. T-Mobile regrets any inconvenience to *******************

Based upon the above, we respectfully request that this matter against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at **************.

Very truly yours,

T-MOBILE USA, INC.

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

Customer Answer
Date: 08/25/2022

Complaint: 17687965

I am rejecting this response because: There are 2 users on this account ******* and ***********************************'s phone number is ************ ******'s phone number is ************ . The response from the business is nonsense since both users are authorized to discuss this account. This particular issue (authorized users) has been a problem with this business as well since we asked numerous times for *******, my husband, to be made a legitimate contact to make changes and discuss this account with T-Mobile. We would like to receive the refund we asked for in the original complaint from T-Mobile due to total lack of service during the time period listed.

Sincerely,

***************************
Business Response
Date: 09/02/2022

September 2, 2022

FILED ELECTRONICALLY

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

Re: ***************************
Your File No. 17687965

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 31, 2022, regarding the above-referenced file number.

T-Mobile regrets Ms. ******** continued concerns, and we appreciate the opportunity to address this matter. As indicated in our response to your office dated August 19, 2022, to your file number referenced above, T-Mobile takes account security very seriously, and in order to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. As *************************** is not an authorized user on the account, we will not be contacting ******************* The account holder of record *** add *************************** to the account by contacting T-Mobile ************* 24 hours a day at **************.

It should be noted that unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that *** interfere with actual service, quality, and availability. Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which *** vary from location to location and *** change without notice. As such, T-Mobile would respectfully decline compensation based on service concerns. Should ****************** have any questions regarding this matter, or the information provided, she *** 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.

*************************
Executive Response
Customer Answer
Date: 09/08/2022

Complaint: 17687965

I am rejecting this response because Once again this is absolute nonsense *************************** (Me) is the the authorized user on the account and as I stated very clearly in the other response we had tried numerous times to get my husband ***************************** also added as an authorized user and every time he called they would not talk to him about the account and he had to get them to go through me first even though they said they made him an authorized User. Their claim I'm not an authorized user is an outright Lie !My husband also called them 2 times left 2 messages on the number they gave us to call about this specific complaint and they never responded. They are dragging this out on purpose and its getting very frustrating. As you can see their customer service is just as bad as their actual phone service. They admitted to both of us on a recorded line that the tower in our area had been damaged for quite some time and they had no time table as to when it was going to be fixed I also know numerous people in this area who have had TMobile and they all have now switched over to either ******* or A t &T due to the same exact issue I actually met one in the ******* store who was also switching over due to this issue . I will take this issue as far as it needs to go because I'm sick and tired of getting screwed over by Large companies such as this. I wonder what would have happened if I actually had an emergency at my home and could not call for help !! It should be clear of their intentions when they provide a number for us to call then don't answer either of the messages we left since they don't actually answer the phone It should also be clear due to all the complaints against this business and all the derogatory ****** reviews. If Im not the authorized user I would love to know who is since I was the one who created the account for my Husband and myself

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.
I have been trying to discontinue my service with T-Mobile since January 7, 2022. They just refuse to stop my phone service so they can keep the business. I have replaced my phone service with another phone carrier & keep asking T-Mobile to stop my service & billing. They keep giving me excuses & they have NO contract. First, they said I need pin ********** set one up then they said it is not correct. Then they said they need to verify that it's my ************ need to text me on that phone. I NO longer have this ********* just want service stopped. They have continued direct withdrawing the money from my **************** credit card. I have now asked **************** to STOP paying them. And now this week they have now started sending me past due bills. This will affect my credit that is perfect.
Business Response
Date: 08/16/2022

August 16, 2022

FILED ELECTRONICALLY

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

Re:*****************
Your File No. 17687814
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 Ms. **** concerns regarding her account. Our records reflect ********** activated her T-Mobile account on May 28, 2021, and, as of November 9, 2021, had three lines of service; two voice lines ending in **** and **** and one Mobile Internet line ending in 5211. ********** subscribed to the Magenta *** 55+ rate plan for $100.00 for the first two lines of service including applicable taxes and fees on the lines ending in **** and **** and the SyncUP TRACKER rate plan for $10.00 per month including applicable taxes and fees on the line ending in 5211.

Please note, the account was enrolled in AutoPay on May 28, 2021. This is a free feature that automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. This feature also comes with the AutoPay bill 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.

Please be advised Ms. **** account was billed in advance, meaning payment for services was due approximately one week prior to the end of the billing cycle. T-Mobile records confirm Ms. **** billing cycle ran from the 29th of one month to the 28th of the following month and was due on the 21st before the end of the billing cycle. Based on the above, Ms. **** monthly recurring charges were $95.00 including applicable taxes and fees.

On January 7, 2022, ********** contacted Team of Experts (TEX) and requested the line ending in **** be canceled. Pursuant to T-Mobile policy, Ms. **** cancelation request was processed January 28, 2022, the end of the current billing cycle. ************* Ms. **** rate plan was updated to the Magenta *** 55+ rate plan for $70.00 per month for one line of service including applicable taxes and fees. The above-mentioned changes updated Ms. **** monthly recuring charges to $70.00 per month including applicable taxes and fees.

A payment of $70.00 was remitted on June 19, 2022, via AutoPay which satisfied the billing statement dated May 29, 2022, for service dates May 29, 2022, to June 28, 2022.

On June 23, 2022, ********** contacted TEX to request cancelation. Regrettably, due to system issues, ********** was offered a follow up call later that day which she accepted. However, upon TEX attempting to reach ********** back at the agreed upon time she was not available and therefore no changes were made. As such, Ms. **** account remained active and incurring charges.

The payment dated June 19, 2022, was returned to T-Mobile as unpaid on July 18, 2022, which caused this amount to be charged back to the account.

Upon speaking with ********** on August 15, 2022, we advised her of our findings. To amicable resolve this matter, our office applied a credit of $192.26 to Ms. **** account for charges incurred after June 28, 2022, which updated the balance to $70.00. As this balance was incurred prior to the original cancelation request on June 23, 2022, and as the account services remained in use up until that point, this balance is accurate and will remain due. ************* Ms. **** account has been canceled and no further charges will be incurred. ********** accepted this as resolution to her 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

Customer Answer
Date: 11/28/2022

Complaint: 17687814

I am rejecting this response because: Please see attached

Sincerely,

*****************
Business Response
Date: 12/08/2022

December 8, 2022

FILED ELECTRONICALLY

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

Re: *****************
Your File No. 17687814
T-Mobile Account No. *********

To Whom It May Concern:

T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated November 28, 2022, regarding the above-referenced account. Please be advised we have made attempts to contact **********, which have proven unsuccessful. As such, T-Mobile will make every effort to address Ms. **** concerns within this letter.

T-Mobile regrets any continued concerns ********** may have regarding her account balance, and we appreciate the opportunity to respond. Our records reflect ********** activated her T-Mobile account on May 28, 2021, and, as of January 28, 2022, had two lines of service; one voice line ending in **** and one Mobile Internet (MI) line ending in 5211. ********** subscribed to the Magenta *** 55+ rate plan for $65.00 including applicable taxes and fees on the line ending in **** and the SyncUP TRACKER rate plan for $5.00 per month including applicable taxes and fees on the line ending in 5211.

Please be advised, Ms. **** account was billed in advance, meaning payment for services was due approximately one week prior to the end of the billing cycle. T-Mobile records confirm Ms. **** billing cycle ran from the 29th of one month to the 28th of the following month and was due on the 21st before the end of the billing cycle.

Ms. **** billing statement dated May 29, 2022, in the amount of $70.00, for her billing cycle beginning May 29, 2022, and ending June 28, 2022, consisted of $65.00 for voice line charges and $5.00 for MI line charges, and was due by June 21, 2022. ********** remitted a payment of $70.00 on June 19, 2022, revising her balance due to zero.

Our records confirm on June 23, 2022, ********** contacted her Team of Experts (TEX) to request a cancelation of her service. Regretfully, due to system issues, ********** was offered a follow up call later that day which she accepted. However, upon TEX attempting to reach ********** back at the agreed upon time, she was not available and therefore, no changes were made. As such, Ms. **** account remaining active and incurring charges.

Ms. **** billing statement dated June 29, 2022, in the amount of $70.00, for her billing cycle beginning June 29, 2022, and ending July 28, 2022, consisted of $65.00 for voice line charges and $5.00 for MI line charges, and was due by July 21, 2022.

The payment dated June 19, 2022, was returned to T-Mobile as unpaid on July 18, 2022, which caused this amount to be charged back to the account. Additionally, a returned payment fee of $35.00 was assessed to the account, revising the balance due to $175.00.

Ms. **** billing statement dated July 29, 2022, in the amount of $262.26, reflected a past due balance of $175.00, and new charges of $87.26 for her billing cycle beginning July 29, 2022, and ending August 28, 2022. New charges on this billing statement consisted of $70.00 for the voice line charges, $10.00 for MI line charges, and a late fee of $7.26 and was due by July 21, 2022.

********** was contacted by our office on August 15, 2022. To amicably resolve her concerns, a credit of $192.26 was applied to the account balance, revising the balance due to $70.00. As this balance was incurred prior to the original cancelation request on June 23, 2022, and as account services remained in use up to that point, ********** was advised that the $70.00 balance was accurate and due. Additionally, a same day request was submitted to cancel Ms. **** voice line ending in ****, and her MI line ending in 5211. It should be noted when a mid-cycle cancelation is completed, the following months statement will reflect a prorated credit for services from the date of cancelation until the end of the current billing period.

As such, Ms. **** final billing statement dated August 29, 2022, in the amount of $32.66, reflected a past due balance of $70.00, and prorated credits of $37.34 from August 15, 2022, through August 28, 2022. Our records confirm on September 1, 2022, ********** remitted a payment of $70.00 for the past due balance, revising the account balance to reflect a credit of $37.34; however, on December 6, 2022, the credit balance of $37.34 was reversed, updating the account balance to zero. As of the date of this correspondence, the account remains closed with a zero balance. T-Mobile regrets any inconvenience to ********** and appreciates the opportunity to address this matter.

Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.

Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.

Very truly yours,

T-MOBILE USA, INC.

***************************
Executive Response
Initial Complaint
Date:08/08/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
July 9,2022 I was under the impression that my account balance would be charged to my credit card. I woke up that day to all my devices suspended (5 phone lines, WiFi internet) due to none payment. I have been enrolled in autopay for as long as I can remember and have never encountered this problem before in my life. Before this even occurred, I realized I had a past due balance and immediately called customer service to see what the problem was. My credit card information was given to the rep and she gave me dates of when my card would be charged and I thought the problem was solved then. On July 9th I was very upset and ***** with the rep because I wanted the problem to be solved! Now a month later my phone is suspended again and the rep in speaking with is telling me there wasnt a payment plan set up and just keeps repeating my account balance. I feel very disrespected.
Business Response
Date: 08/19/2022
August 19, 2022

FILED ELECTRONICALLY

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

Re:Mowlana *****
Your File No. 17687725
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 Mr. ****** concerns regarding AutoPay. Our records reflect Ms. ***** enrolled in AutoPay on October 4, 2020. This is a free feature that automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer. This feature also comes with the AutoPay bill 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.

Regrettably, on June 10, 2022, Mr. ****** payment was rejected. On June 24, 2022, ************** contacted Team of Experts and his AutoPay was updated however, it is important to note that AutoPay will only draft on the due date meaning that if an account reflects a past due balance, a manual payment must be remitted for the past due balance to avoid suspension. As payment was not received timely, on July 8, 2022, T-Mobile suspended the accounts ability to place outbound calls. As stated in our Terms and Conditions, if we suspend a customers service and then later reinstate it, a fee may be assessed. Therefore, when Mr. ****** account was reactivated on July 9, 2022, the account was assessed a $20.00 restore from suspension fee per line of service (capped at 3 lines).

Please note that Mr. ****** account was manually reactivated, and no payment was remitted at that time nor was there an agreed upon payment arrangement therefore the account remained past due. As stated above, a payment will only be drafted on the due date and a manual payment would need to be remitted for any past due balance to avoid suspension. As payment was still not received, on August 8, 2022, T-Mobile suspended the accounts ability to place outbound calls. ************** remitted a payment of $443.21 on August 8, 2022, which updated the balance at that time to $431.25 due on August 12, 2022. Additionally, a payment arrangement was agreed to by ************** for payment of $431.25 to be made on August 19, 2022.

Due to the occurrences outlined above, ************** was provided with adjustments totaling $150.00 between July 9, 2022, and August 8, 2022.

Upon speaking with ************** on August 15, 2022, we advised him of our findings. To amicably resolve this matter, and as a one-time courtesy to **************, a credit of $150.00 was applied to Mr. ****** account which updated the balance to $281.25. Please note, adjustments made to an account do not change a previously agreed upon payment arrangement. As such, the payment arrangement dated August 19, 2022, will process in the amount of $431.25 as agreed upon. Once processed, Mr. ****** account will reflect a credit balance of $150.00. ************** is aware that he will need to set up AutoPay once his payment arrangement has been processed and his account is current. ************** 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.
I decided to switch service and go with T-Mobile, after getting the buy one get one phone deal when the promotion was out I regret it drastically. I switch service in November 2021 and my service was disconnected and transferred to collections no less then 6 months , say April 2022 after my bill was over $1500 dollars. Never will I make that mistake again. Anyhow I paid off the phones and debt with collection agency and they have refuse or yet unlock my phones that I paid off. I want to be able to use my phones since I paid for them. I ask that since all debt was paid to T-Mobile that they honor there promise and unlock my iPhones as they are paid off.
Business Response
Date: 08/18/2022

August 18, 2022

FILED ELECTRONICALLY

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

Re: ****************************;
Your File No. 17687459
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 concern ******************** may have regarding her account and we appreciate the opportunity to respond. On October 17, 2021, ******************** activated her account and had three mobile numbers ending in ****, **** and ****, enrolled in the Magenta *** rate plan, for a monthly cost of $150.00, for the first two lines and the additional line was $35.00.

On November 27, 2021, ******************** qualified for and took advantage of our Equipment Installment Plan (***) with the purchase of two Apple iPhone 13 devices for the mobile numbers ending in **** and ****. ******************** was not required to remit a down payment; however, she agreed to a series of 24 monthly installments of $26.67 for each device. The ********************** number ending in **** was subscribed to the Protection 360 Tier 5 feature for $18.00 a month.

T-Mobile records indicate, ******************** qualified for the 2021 Apple Buy 2 P5 promotion and as such, the Apple iPhone 13 associated with the mobile number ending in **** was eligible to receive monthly credits of $26.67, making it free after 24 months. It should be noted, the promotional credits will be paid out for the full term of the *** with no means to speed up their payout. If the service is cancelled prior to the full ***************************************************** addition, when customer has an open *** and the account is canceled, any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement.

T-Mobile records confirm, ********************** billing cycle ran from the 18th of the month to the 17th of the following month, with payment due on the 10th. 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 ********************** account carried a past due balance since December 10, 2021, and as such, the account was partially suspended five times, for non-payment, between December 18, 2021, and May 5, 2022. Each time, T-Mobile restored the account as a courtesy without a payment and a promised payment arrangement, that regrettably, ******************** failed to comply. As stated in our Terms and Conditions, if we suspend a customers service and then later reinstate it, a $20.00, plus taxes, fee may be assessed for each line.

Subsequently, on May 10, 2022, ********************** account was fully suspended. Then, on May 27, 2022, the account was cancelled for non-payment. The final billing statement dated June 18, 2022, was sent reflecting a balance of $2,279.97 due by July 10, 2022. The balance consisted of past due balances for monthly access charges from February 18, 2022, through May 17, 2022, *** charges, restore from suspend fees, the accelerated final *** charges, late fees, taxes and fees. As the account remained past due on July 16, 2022, the account was referred to ******, a collection agency, for collection attempts. As such, a collection fee of $223.34, was assessed to the account, updating the balance to $2,503.31.

On July 28, 2022, ******************** contacted T-Mobile and advised she had settled the account with ****** directly and requested a Mobile Device Unlock (***) for the Apple iPhone 13 devices. Please note, ***s are available for those devices that meet our eligibility requirements. Requirements to unlock equipment can be found on our website at https://www.t-mobile.com/responsibility/consumer-info/policies/sim-unlock-policy. However, at this time, the devices did not meet the *** requirements and ********************** *** request was denied.

Nevertheless, on August 16, 2022, T-Mobile confirmed that ******************** settled the account in full with ******. As such, T-Mobile approved the *** for the Apple iPhone 13 devices and on August 18, 2022, T-Mobile emailed ******************** with the *** instructions needed to unlock her devices. 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.

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