Business Profile
Cell Phone Supplies
T-Mobile USA, Inc.This business is NOT BBB Accredited.
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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
- 27,404 total complaints in the last 3 years.
- 8,026 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:Customer Service IssuesStatus: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 a public library administrator, who does not have the pin to access the ********************** hotspot that we have through T mobile, which was opened by a previous administrator who has now departed. Now that the device is broken and needs repairs, T-mobile will not allow me on the account, nor will the cancel the account, and continues to charge me. For over two weeks now, I have spent on average 3 hours a day on customer service, they either keep transferring me until they hang up, or send me to a local T-mobile, which there is nothing that they can do. I am currently speaking with a representative on ******** messenger, telling the same story to what seems like the 100th person, who tells me that they can't do anything either. I currently have 2 phones waiting on hold for a manager who has "been in a meeting" for the last three hours. I've never had something like this happen to me before. I know that I'll have to get up and do this all again tomorrow, I don't know what else to do.Business Response
Date: 08/12/2022
August 12, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: ***************************************
Your File No. 17687163
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 file number.
T-Mobile regrets any concerns ********************************* has regarding her account. Regretfully, with the information available, T-Mobile is unable to locate ************** Hollenders account to further our research and provide an amicable resolution. Please note, T-Mobile attempted to reach ********************************* at the phone number and email address provided to your office. T-Mobile would like the opportunity to speak with ********************************* and work toward an amicable resolution. We request ********************************* contact our office directly at the number below to discuss this matter.
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 ResponseInitial Complaint
Date:08/08/2022
Type:Billing IssuesStatus: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 checked my credit report and noticed that the following accounts are inaccurate and fraudulent. I am a consumer by law. I am not happy about it. Here are the listed details of the account with discrepancies:Account Name T MOBILE Balance $0.00 Date 07/31/2022Business Response
Date: 08/19/2022
August 19, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: ***********************************
Your File No. 17686944
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 concerns ************************ experienced, and we appreciate the opportunity to review and address this matter. Please be advised T-Mobile has completed its investigation of this matter and unfortunately, we have been unable to substantiate the allegation of fraud. Our review determined the personal information used to open the account, such as social security number, and address, match the public record. Additionally, the contact number ************************ provides in his correspondence matches one of the numbers that was active on the account. Our records indicate that the above-referenced account was activated on March 26, 2021, and was cancelled November 5, 2021, as the result of non-payment, with a balance totaling $148.36.
However, as a gesture of goodwill, on August 18, 2022, T-Mobile credited the balance due on the account. Additionally, T-Mobile removed the account from third-party collections and requested the collection agency to delete any negative information reported to the credit bureaus regarding this debt. Please note it may take up to 90-days for Mr. *********** credit report to reflect the change. 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 ResponseInitial Complaint
Date:08/08/2022
Type:Service or Repair IssuesStatus: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.
Si after paying tmobile insurance company assurant they ended up taking $500 bucks now neither I got a phone or nothing now the other issue with T-Mobile is that they are chagring me for internationals calls that t I clearly only spent 10 min and they are telling me thats the reason my bill is so high for the past couple of months and nothing gets doneBusiness Response
Date: 08/22/2022
August 22, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re:***************************
Your File No. 17686318
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 billing. Our records reflect on June 3, 2022, ********************** activated his account and has six lines of service; five voice lines ending in ****, ****, ****, ****, and ****, and a T-Mobile Home Internet line ending in 1843. ********************** subscribes to the Magenta *** rate plan for $150.00 per month including applicable taxes and fees for the first two lines of service and $35.00 per month including applicable taxes and fees for each additional line and the T-Mobile Home Internet rate plan for $55.00 per month including applicable taxes and fees.
********************** also elected to subscribe to the following optional features:
Protection 360 BYOD on the lines ending in **** and **** for $18.00 per month plus applicable taxes and fees;
Protection 360 Tier 4 on the lines ending in **** for $16.00 per month plus applicable taxes and fees;
Protection 360 Tier 5 on the line ending in **** for $18.00 per month plus applicable taxes and fees;
********* International w/ Mobile on the lines ending in ****, ****, and **** for $15.00 per month including applicable taxes and fees;
******* on Us Premium 4-Screen UHD for $19.99 per month including applicable taxes and fees; and
Paramount+ Premium for $9.99 per month plus applicable taxes and fees.
As a part of T-Mobiles ******* On Us offering, ********************** receives a ******* discount of $12.99, reducing this charge to $7.00 per month.
********************** qualified for the 3rd line free on Essentials, Magenta, Magenta *** or Business Unlimited plans offer which became available on January 13, 2022, and allowed customers activating at least three voice lines on a qualifying rate plan to receive one voice line free via monthly bill credits. As such, ********************** account receives a monthly bill credit in the amount of $35.00 which applies to the line ending in ****. Additionally, ********************** qualified for our $30 Internet with 2+ Magenta *** lines offer. This offer, which became available on May 10, 2022, allows customers to get $20.00 off T-Mobile Home Internet via monthly bill credits when the have two or more paid voice lines subscribed to a qualifying rate plan. Based on the above, ********************** monthly recurring charges are $386.99 plus applicable taxes and fees.
It is important to note that since the date of activation, ********************** has only one payment dated July 6, 2022, in the amount of $42.33.
The ********* International w/ Mobile feature provides calling and texting to other countries from the U.S. at a discounted or included rate. Our records reflect the lines ending in ****, ****, and **** have completed outbound calls to ********* and ******** which have a normal cost of $3.00 per minute and a discounted rate of $0.30 per minute.
Upon review of the billing statement dated July 4, 2022, ********************** incurred international call charges of $173.40 plus applicable taxes and fees; 7 minutes charged at the normal rate of $3.00 per minute which occurred prior to the addition of the ********* international feature on June 8, 2022, and 508 minutes charged at the discounted rate of $0.30 per minute after the addition of the ********* international feature. It is also important to note, this billing statement reflected Android Market purchases in the amount of $42.16. Furthermore, upon review of the billing statement dated August 4, 2022, ********************** incurred international call charges of $36.90 plus applicable taxes and fees; 123 minutes charged at the discounted rate of $0.30 per minute. Finally, this billing statement reflected Android Market purchases in the amount of $29.65.
As of the date of this letter, ********************** reflects an account balance of $1,217.87 which consists of service charges, international call charges, Android Market purchases, late fees, and restore from suspension fees. It is T-Mobiles position that ********************** has been billed in accordance with the services subscribed to and his usage.
Upon speaking with ********************** on August 12, 2022, we advised him of our findings. Regarding ********************** concerns with his insurance coverage, this coverage is provided by Assurant, and not T-Mobile, which are separate entities and operate as such. Our office has been in contact with Assurant who advised they are researching ********************** claims. We will update ********************** once additional information is received from Assurant. 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 ResponseInitial Complaint
Date:08/08/2022
Type:Service or Repair IssuesStatus: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 switched from a T-Mobile family plan to my own individual plan back in March 2022. As part of the promotional period, I was told I could trade in my old phone for a new one and receive a $400 credit if I subscribe to the Magenta *** plan. I received assurances from at least two different T-Mobile reps over the phone back in March that this would be easy and guaranteed. It is now August and I still HAVE NOT received ANY type of credit amount to my account whatsoever and I've had to call them repeatedly, about once a month, to try to get an answer. The reps on the phone are nice enough, but there's always a new excuse. They claim to have notes on all of my calls, so they are tracking the issue, and keep promising me to resolve the issue but it's just lies and a scam at this point.On 31 March I placed the order for my new phone (attached documentation). You'll notice that they even spelled my name wrong (they spelled it "***************************"), which speaks to their customer care/respect. However, the phone I wanted was on back-order, so as a result, I didn't receive it until mid-April. Per the trade-in promise, I shipped my old phone to them on 18 April and received delivery confirmation on 22 April (all attached). So as I stated above, every month I call for an update when I get a notification on a new bill. I never see a credit or ANY attempt at actually resolving my issue. They took my old phone whilst I play for the Magenta *** plan (the most expensive they offer) and toss excuse after excuse to me with empty promises. I've wasted so much time and energy on this that I need a third party with authority to get involved. I feel swindled, frustrated, and insulted despite being a loyal customer for over a decade! My ******************** account # is # *********.Business Response
Date: 08/17/2022
August 17, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: ***************************
Your File No. 17686134
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 Mr. ****** concerns, and we appreciate the opportunity to respond. Please be advised that our 2022 ******* Trade P4 promotion, which was from March 10, 2022, through April 20, 2022, offered new or existing customers up to $800.00 off a ******* Galaxy S22 series device when activating a new voice line, purchasing on our Equipment Installment Plan (EIP), and trading in an eligible device. The amount of the discount was dependent upon the device traded in. Mr. ****** trade in would have received a $400.00 discount, however, as there was no line added to the account as required, the promotion was not applied. In an effort to amicably resolve the matter, on August 17, 2022, T-Mobile issued a credit to the account for $400.00. The account remains open with a credit balance of $300.16. 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 Mr. ****** 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 ResponseInitial Complaint
Date:08/08/2022
Type:Service or Repair IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 9/05/2021 my daughter and I visited the T-mobile location in question to trade in our current phones for new ones (Reference #: **********). The employee who performed the transaction, *********************, told us that under the terms of a then-active promotion, I would get a total of $800 off of the purchase price of each phone. We paid a total of $265.53 in trade-in fees and accessories, and **** assured us that we were all set and that we would only be paying $16.98/month for the remainder of the balance on our phones.This was not the case.I've been charged $65 for these phones every month since this transaction, and nobody at T-Mobile customer service can even find what ********************* did that day, let alone help us. I want the remaining balance for these phones removed from my account, and the excess that I have paid refunded.Business Response
Date: 08/23/2022
August 23, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *******************************
T-Mobile Account Holder: *************************
Your File No. 17684326
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 T-Mobile records indicate the account holder of record is *************************, and he has designated ******************************* as an authorized user of the account.
********************** regrets any inconvenience ******************** experienced and we appreciate the opportunity to address her concerns. Our records indicate on September 5, 2022, ******************** took advantage of our Equipment Installment Plan (EIP) to purchase two Apple iPhone 12 Pro devices each priced at $999.99 and agreed to 24 monthly installments of $41.67 each per device.
At the time of Ms. ********* purchase, T-Mobile had the 2021 Apple Trade P27 offer which stipulated that from August 20, 2021, through September 16, 2021, customers could get up to $830.00 off a new Apple iPhone 12 Pro, via one-time trade-in credit and 24 monthly Recurring Device Credits (RDC), when you purchased it on EIP on an eligible Magenta *** rate plan and traded in a qualifying phone. Further review confirms ******************** traded in an Apple iPhone XR device which qualified for the maximum offer value of $830.00 in the form of a trade-in credit of $136.00 and 24 monthly RDC of $28.91 each. Also, ******************** traded in a OnePlus 7 Pro device which qualified for a maximum offer value of $730.00 in the form of trade-in credit of $40.00 and 24 monthly RDC of $28.75 each. However, further review shows Mr. ********* account is not subscribed to an eligible Magenta *** rate plan and as such, the requirements of the offer were not met.
However, Ms. ********* purchases were enrolled in the alternate 2021 Apple Trade P26 offer which stipulated that from August 20, 2021, through September 16, 2021, customers could get up to $415.00 off the iPhone 12 Pro, via one-time credit and monthly RDC, when they purchased it on EIP, traded in a qualifying device and are subscribed to a qualified Magenta voice rate plan. As such, Ms. ********* trade-in credits of $136.00 and $40.00 respectively, were utilized toward the upfront costs of $265.53 and the difference of $89.53 was paid in full by ******************** at the time of purchase. As such, Ms. ********* devices received $279.00 in 24 RDC of $11.63 each and $160.00 in 24 monthly RDC of $6.67 each with the first RDC impacting Mr. ********* account on October 2, 2021, and every 2nd of the month since.
Nonetheless, in an effort to amicably resolve Ms. ********* concerns, on August 22, 2022, T-Mobile manually paid off the remaining EIP balances of $541.71 for each Apple iPhone 12 Pro device. Additionally, T-Mobile issued an account credit of $360.00. ******************** accepted the credits as resolution to her concerns and the account remains active with a credit balance of $147.43. T-Mobile regrets any inconvenience ******************** experienced.
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.
****** Dandridge
Executive ResponseCustomer Answer
Date: 08/29/2022
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 IssuesStatus: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 SPOKE TO TWO OF *******S AGENTS TO GET A CHARGING WIRE AND WALL CHAGER REPLACMENT THAT WAS DEFECTIVE FOR A S22 ON WARRANTY PURCHASED THRU T-MOBILE. ******* SUPPORT FAILED/REFUSED TO PROCESS THE REPLACEMENT. INSTEAD, THEY SAID, CALL T MOBILE. TOTAL TIME WASTED WAS 42 MINUTES ANSWERING THEIR IRRELEVANT QUESTIONS AND WAITING. THIS DOES NOT INCLUDE ANOTHER 12 MINUTES I WAITED TO SPEAK TO A SUPERVISOR WHO CONVENIENTLY NEVER SPOKE BUT HUNG UP. ******* HIRES LOW PERFORMING AGENTS WHO HARDLY SPEAK ENGLISH AT LOW COST AND PUTS PROFITS AHEAD OF SERVICE. T-MOBILE SHOULD BE AWARE ******* HAS 22, O41 COMPLAINTS FILED WITH THE BETTER BUSINESS BUREAU AND IS DUTY-BOUND TO HAVE A TALK WITH THE ******* LEADERSHIP AS A CONSIDERATION FOR DOING FUTURE BUSINESS REGARDING HONORING THEIR WARRANTY WHICH THEY DO NOT.Business Response
Date: 08/15/2022
August 15, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *********************************
T-Mobile Account Holder: *****************************
Your File No. 17658102
T-Mobile Account No. *********
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 account. Please be advised T-Mobile records indicate the account holder of record is *****************************, and she has designated ********************************* as an authorized user of the account.
********************** regrets any inconvenience ********************** experienced and we appreciate the opportunity to address her concerns. Our records confirm that on July 28, 2022, ********************** initiated a new Equipment Installment Plan (EIP) to purchase a ******* Galaxy S22 device priced at $799.99. However, at the time, T-Mobile worked with ********************** and reduced the price of the device to $250.00 which was set in 24 monthly installments of $10.42 each.
By purchasing T-Mobile equipment, ********************** received a one-year Limited Warranty provided by the manufacturer of her device. During the Limited Warranty period, ********************** is eligible to receive an advanced replacement of her device via *********************** Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. However, warranties for accessories such as chargers, are the sole responsibility of the manufacturer. T-Mobile does not honor the manufacturer warranty for accessories.
On August 8, 2022, T-Mobile contacted **********************. In our conversation with **********************, he indicated he had purchased a new ****C wall charger block; however, he has experienced trouble. ********************** also provided us with his feedback regarding his experience with ******* when attempting to resolve his charger concerns. In an effort to address Mr. ********** concerns, T-Mobile issued a credit of $14.99 equal to the costs of a new ****C wall charger block. However, T-Mobile requested ********************** to refer any additional concerns with the ****C wall charger directly with the manufacturer *******. ********************** accepted the credit and the information as resolution to his concerns. T-Mobile regrets any inconvenience ********************** experienced.
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 ResponseInitial Complaint
Date:08/08/2022
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On sometime of the beginning of May 2022 I spoke to a T-Mobile customer service representative about an issue I was having with my phone and was told that they will send me a refurbished phone and to send the phone with the issue back in the pre-posted box. Which I did: https://www.ups.com/WebTracking/processInputRequest?loc=en_PR&Requester=RMS&tracknum=1ZX1392Y9013206451&AgreeToTermsAndConditions=yes That it was free of charge cause it was covered with my insurance (assurance). To later find out I was being charged on bill that matter.Spoke again with a different representative to fix the issue when now they tell me that I was being charged cause the phone supposedly had a broken screen. So now I just tell them to send me my old phone back and I will return theirs that I wasn't paying that amount roughly $700; cause it wasn't what I was told. Now they tell me that they can't send me my old phone back cause it was already sent to the warehouse. After speaking with different representatives through out the course of three months and still fighting the issue: Request #: ******** Mobile #: ********** Form #: S119354943 This is the short version. So I just Canceled my account with them (T-Mobile) but still stuck with a bill I didn't ask for and refuse to pay.Business Response
Date: 08/22/2022
August 22, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: **********************;
Your File No. 17684526
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 to your office that upon speaking with ********************, T-Mobile was able to resolve his concerns to his satisfaction.
T-Mobile regrets any concerns ******************** experienced regarding his T-Mobile account. records reflect that ******************** purchased a ******* Galaxy S20 5G for use on his mobile number ending in **** on T-Mobiles Equipment Installment Plan (EIP) program, wherein he remitted a required payment of the taxes on the full retail price and agreed to 24 monthly installments of $41.67. It is important to note that if an account becomes cancelled, any remaining EIP balance will accelerate towards the final billing statement associated with the account.
By purchasing T-Mobile equipment, ******************** received a one-year Limited Warranty provided by the manufacturer of his device. Upon review of ********************** account, this warranty had been extended as he subscribed to the optional Protection360 feature. During the Limited Warranty period, ******************** was eligible to receive an advanced replacement of his device via *********************** Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options. Under the Handset Exchange Program, T-Mobile provides a replacement handset of the same or equivalent model, with a service warranty processing fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage. If ********************** device had any type of damage to it, an insurance claim would need to have been filed with the provider of the insurance coverage ******************** subscribed to with his optional Protection360 coverage, which was provided by Assurant Solutions, a third-party provider. They in turn would initiate an insurance claim, need payment of an applicable deductible on an approved claim, then proceed to replace the device.
Records indicate that on May 6, 2022, ******************** reported issues with his screen on his ******* Galaxy S20 5G and was provided a replacement through T-Mobiles Handset Exchange Program, with the terms being disclosed that if the device were returned damaged, the account would be assessed an out-of-warranty fee. As ******************** agreed to the terms of the exchange, the account was assessed a service warranty processing fee of $5.00 and was shipped a replacement. On May 24, 2022, records show that T-Mobile received the defective ******* Galaxy S20 5G, however the device was received with physical damage to the screen, resulting in an out-of-warranty fee of $650.00 plus $43.06 being assessed on the billing statement dated May 29, 2022. Records indicate that on July 29, 2022, ******************** cancelled his T-Mobile account due to concerns associated with the out-of-warranty fee. It is important to note that a final revised billing statement will generate after August 28, 2022, reflecting any final EIP charges associated with the account.
On August 19, 2022, T-Mobile contacted ********************, and discussed his concerns. T-Mobile issued an account credit in the amount of $703.41 for the out-of-warranty fee, warranty processing fee, a late fee, and taxes associated with the charges, leaving the account closed with a balance owed of $194.33 for previously billed monthly access charges, download charges, taxes, and fees. 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 ResponseCustomer Answer
Date: 08/31/2022
Hi
This is to notify you that everything has been resolved and they've reached out to me to apologize for the inconvenience. Thank You very much for all your help.Initial Complaint
Date:08/08/2022
Type:Service or Repair IssuesStatus: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 had bunch of complaints. **********************.I signed up ********************** service Magenta *** and I'm not getting the speeds I payed for.I have complaint about the store sale practice, I was told ******** stylus phone and the ******* watch where free and and told there was no contract and they lied because theres a 24 month commitment. They charged me ******* Galaxy Watch activation fee of $35 at ********************** ****** ** because they were sold out told me to pick it up at another store. When I arrived the free watch turned into 35 plus another 40. Another complaint is cell plan magenta *** ********************** plan speed are suppose to be the same at all times. Speeds are flexing a lot. There noy suppose to thottle..it's priority plan. I have 3 receipt totaling $****** and I would like a refund because I tried to port back to MetroPCS and they blocked it after I payed for my line at MetroPCS of 25 even those there refusing to port my number. I called tmobile and used chat and was on hold for over 5 hours. Very rude customer service. I would like a apology for my trouble they caused.I would like a refund of ****** and and $25 rebursement for metropcs after paying Metro and getting stuck but not being able to use metro. The service was bad..plus remove the 24 month contract I was told I would not have to pay. Bad store experience. I would.remain a customer of try reburse me back $200.Business Response
Date: 08/19/2022
August 19,2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************,Ste 200
*****, ** *****
Re: ***********************************
Your File No. 17685732
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 experienced regarding his T-Mobile account and we appreciate the opportunity to review and address his concerns. T-Mobile records show ******************** activated service on July 21, 2022, with the voice line ending in **** on our ****************** rate plan for $90.00 a month before AutoPay. This line was also subscribed to our Protection 360 equipment protection feature for $9.00 a month.
T-Mobile records indicate that on July 30, 2022, ******************** qualified for and took advantage of our Equipment Installment Plan (***) offering with the purchase of a ************* 5G 2Gen 128 GB handset for $299.99 plus taxes. Please note that ******************** was not required to remit a down payment; however, he agreed to a series of ************************** the amount of $12.50 added to the monthly billing statements. ******************** qualified for our 2022 Smartphone Activate P1 promotion. This provides a discount of up to $299.99 divided into 24 recurring device credits (RDC) of $12.50 to offset the cost of the *** charge, making the handset free.
On August 2, 2022,******************** activated the Watch line ending in **** on our Data with Digits line ending for $15.00 a month before AutoPay. This line was subscribed to our Protection 360 equipment protection feature for $9.00 a month. ******************** qualified for and took advantage of our *** with the purchase of a ******* GW4 4MM watch for $329.99 plus taxes. Please note that ******************** was not required to remit a down payment; however, he agreed to a series of ************************** the amount of $13.75 added to the monthly billing statements. ******************** qualified for our 2022 ******* Watch P5 promotion that provided $300.09 in 24 months of RDC at $12.55.
T-Mobile is always working to improve its service, and we regret any coverage or data service issues that Mr. *********************** have experienced. Unfortunately, we are unable to guarantee data speeds in any location. There is no way to predict an exact speed with the variety of factors that can affect a customers experience. The device speeds may vary depending on the device operating system, processor, battery life, running applications, peak theoretical speeds, and distance from the cell site. Additionally, customers may experience different results based on location and the number of other customers on the network. T-Mobile has reviewed the billing address associated with the account and determined his billing location has excellent coverage.
On July 31, 2022, ******************** contacting his Team of Experts (TEX) with concerns regarding his coverage. It is important that if customers experience any difficulties with the service, that they provide 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 network or equipment adjustments. We have no record of ******************** troubleshooting his services to determine the cause of his data speeds concerns, however a total of $40.00 was applied as a courtesy for his concerns brought forth.
On August 1, 2022, ******************** again contact his TEX via chat and another $40.00 courtesy credit was provided. Once the troubleshooting steps were started,the chat was disconnected by ******************** and troubleshooting was not completed. This updated the account to reflect a credit balance of $24.69.
On August 9, 2022, ******************** returned his ************* 5G 2Gen 128 GB handset back to the store within his return period. T-Mobile has reviewed the account and confirmed the mobile number ending in **** was transferred to another service provider the same day. The arrangement to transfer the line of service was made directly with Mr. ********* new wireless service provider and not with T-Mobile whose only involvement in this transaction was to cancel the line of service after Mr. ********* new wireless service provider took control of it. On August 10, 2022, ******************** returned his watch back to the store under the return period. In reviewing our records,T-Mobile has yet to receive a request from with ******************** or another carrier to cancel his line ending in ****, therefore this line remains active on the account. Should ******************** want this line canceled, he may contact his TEX at **************.
Please note, the upgrade support fee is a standard fee that is assessed when T-Mobile customers place an upgrade order through an assisted channel, such as our TEX or retail store. Customers can avoid the upgrade support fee by processing their order via their online MyT-Mobile.com account. If ******************** was incorrectly charged when visiting a retail location, we recommend ******************** revisiting the store for assistance.
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 ResponseInitial Complaint
Date:08/08/2022
Type:Customer Service IssuesStatus: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.
At the beginning of July, 2022 I ordered a new iphone13 mini online to upgrade from my iPhone 8 when I got my new phone I added insurance plan just to protect my investment the following day I realized everything about this phone was inferior to my iPhone 8 and the facial recognition never worked so I went to this T-Mobile store explained that I wanted to return it I already canceled the insurance and had my iPhone 8 up and running they said ok checked the phone and was informed I had to pay $70 to return a brand new phone I wasn't happy with I didn't pay and now in Aug,2022 and my bill is $140 when I call nobody can find the phone at their warehouse I suggest contacting the manager of the store I assume he has stolen it but nobody wants to follow up on that they just want me to pay for the phone and the insurance even tho I canceled the insurance an returned to the phone I was told only two options pay or go to another provider and mess up my credit at this point I had enough and I left to another provider they wanted to steal and then make me pay for it and I will notBusiness Response
Date: 08/26/2022
August 26,2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************,Ste 200
*****, ** *****
Re: ****************************************
T-Mobile Account Holder: *******************************
Your File No. 17685707
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 15, 2022, regarding the above-referenced account. The account holder of record is ******************************** ******************************* and **************************************** are one in the same.
T-Mobile regrets any concerns to **************** regarding his recent handset purchase, and we appreciate the opportunity to assist him. On June 24, 2022, **************** purchased an Apple iPhone 13 Mini handset online on an Equipment Installment Plan (EIP) and agreed to 23-monthly installments in the amount of $29.17, with the 24th and final installment being $29.08. *************** also enrolled in our Protection 360 insurance feature at the monthly cost of $18.00 plus taxes.
Please note that at the time of purchase, T-Mobile provided a 20-day return period which allowed *************** to use the equipment to see if it met his 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 EIP entered into at the time of the original purchase. Please be advised customers returning equipment may be assessed a restocking fee at the time the return is processed. This fee is disclosed in both our Terms and Conditions and detailed in our Return Policy, which is displayed in our retail locations as well as online at www.T-Mobile.com.
A billing statement dated July 3, 2022, reflected a balance of $129.09, which consisted of rate plan charges, equipment charges, and service charges from the June 3,2022, through July 2, 2022, billing period and was due by July 23, 2022.
On July 5, 2022, **************** removed the Protection 360 insurance feature from his account. Additionally, our Team of Experts (TEX) documented that **************** indicated that he returned the Apple iPhone 13 Mini handset at one of retail locations and he was concerned that he was still being charged for it.
On July 9, 2022, **************** remitted a payment in the amount of $75.00, updating the account balance to $54.09. On July 12, 2022, TEX issued a bill credit in the amount of $5.75 for the prorated Protection 360 charge, updating the account balance to $48.34.
The billing statement dated August 3, 2022, reflected a balance of $140.26, of which $48.34 remained past due form the July 3, 2022, billing statement. New charges on this billing statement in the amount of $91.92 consisted of rate plan charges, equipment charges, and a late payment fee from the July 3, 2022, through August 2, 2022, billing period,which was due by August 23, 2022.
On August 5, 2022, **************** remitted a payment in the amount of $75.00, updating the account balance to $65.26. On August 7, 2022, TEX issued a bill credit in the amount of $1.92, updating the account balance to $63.34. Additionally, cancellation was requested by **************** and the above-referenced account is set to cancel on September 2,2022, which is the end of the billing cycle.
On August 12, 2022, it is documented by one of our retail location agents that on July 5, 2022, **************** visited the retail location to return his Apple iPhone 13 Mini handset; however, he did not want to pay the restocking fee. It is also documented that *************** left the handset at the store and left. Since **************** did not complete the return process, he continued to be charged for the handset monthly.
On August 22, 2022,as the retail store agent documented that the Apple iPhone 13 Mini handset is currently in the retail stores possession, our office closed out the remaining EIP balance in the amount of $641.65. Additionally, as a courtesy, we issued a bill credit in the amount of $63.34, updating the account balance to zero. 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 ResponseCustomer Answer
Date: 08/27/2022
Complaint: 17685707
I am rejecting this response because:
Nowhere in your response is there entry on how over and over I called customer support before paying my actual bill because I was concerned they were charging me for the phone I returned and each time nobody could find the phone it wasnt until one of my final calls that the operator contacted the store and it seemed like the manager was hiding the phone to make me pay the full price instead of entering the phone into the system so that it would be shown that I returned it he wanted and T-Mobile wanted to bully me to either pay for a phone three days old that I was not happy for or they were going to bully me into paying them to take the phone back I am done with this company they stole from me and out of spite or power trip or ignorance I dont know but train your management better or dont open stores I cant manipulate words like your lawyers and you are used to to get around laws and bullying people but you will not bully me
Sincerely,
********************************* CordovaInitial Complaint
Date:08/08/2022
Type:Product IssuesStatus: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 started my 5g home internet plan with T mobile. 2 days after I stated the plan I called to cancel because it was terrible service. They told me they cancelled the account. I then called a week later to verify they cancelled it and they assured me I cancelled it. T mobile has a 14 days free trial. I cancelled it within this time frame. 1 day after my 14 day trial I received a call saying my cancellation request has now been processed but I am liable for the first months service since it was cancelled after the trial period. I called my bank to have the charges reversed and filed a fraud claim. I received my money back from my bank but now I am being served from collections for no payment. I need this charged dropped.Business Response
Date: 08/18/2022
August 18, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: ******************************* No. 17685657
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 to your office that upon speaking with ************, T-Mobile has been able to resolve his concerns to his satisfaction.
T-Mobile regrets any concerns ************ experienced regarding the balance reflecting as owed on his T-Mobile account. T-Mobile records indicate that ************ activated his T-Mobile account on June 21, 2022, with Mobile Internet number **** by subscribing to T-Mobiles High Speed Internet plan with a base rate of $55.00 per month with taxes and fees included. This plan qualified for a $5.00 AutoPay discount, wherein customers who enroll in the free service that automatically deducts monthly statement balances from a designated payment method would receive a $5.00 discount towards the base rate. Records indicate ************ enrolled in AutoPay.
The billing statement dated June 22, 2022, reflected a balance owed of $50.00 for monthly access charges from June 22, 2022, through July 21, 2022. On July 12, 2022, records reflect that the payment was deducted via AutoPay, and on that date, ************ requested a refund, as well as the removal of AutoPay. Due to an administrative error, the account remained active until July 14, 2022, when it was cancelled, and the payment of $50.00 was returned to T-Mobile as unpaid on July 17, 2022, making it immediately due. T-Mobile records indicate that on August 1, 2022, the High-Speed gateway was scanned as returned.
The billing statement dated July 22, 2022, reflected a balance owed of $48.49, reflecting a revised past due balance of $60.00 due to the returned payment, and current credits of $11.51 which were issued towards previously billed monthly access charges. Records reflect that the account has not been referred to a third-party collection agency.
On August 12, 2022, T-Mobile contacted ************, and discussed our findings. T-Mobile issued an account credit of $48.49, leaving the account closed with a zero balance. ************ was advised to expect a final revised bill reflecting the credit applied, and a zero balance. 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
T-Mobile USA, Inc. is NOT a BBB Accredited Business.
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