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
- 27,406 total complaints in the last 3 years.
- 8,028 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:08/07/2022
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.
me and my boyfriend were on a plan together and it was in my boyfriend's name. he went to jail, and they turned off our phones. I have his power of attorney and have been trying for months to get the device moved to my own account and nobody has helped the act number for his account is ********* and his name is *********************. the pink iphone is mine and i need to be able to use it on my new tmobile accountBusiness Response
Date: 08/18/2022
August 18,2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************,Ste 200
*****, ** *****
Re: *************************
T-Mobile Account Holder:*********************
Your File No. 17685089
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 7, 2022,regarding the above-referenced account. Please be advised T-Mobile records indicate the account holder of record is *********************, and he has designated ************************* as an authorized user of the account.
********************** regrets any concerns **************** may have experienced regarding the account. Our records show on July 27, 2022, ************ activated service, at which time he added *************** as an authorized user. On March 3, 2022, the account was suspended for suspected of Fraud and ************ was requested to fax, along with contact cover sheet, a valid photo ID, and front and back of Social Security Card to T-Mobiles ************************ team at **************. On March 10, 2022, as the proper documentation was not received the account was canceled for fraud.
Please be advised that if **************** would like to reactivate the account she may fax a contact cover sheet, a valid photo ID, and front and back of Social Security Card on behalf of ************ and a copy of the ***** of ********* to T-Mobiles ************************ team at **************, for further review.
Recent call records show **************** has been contacting T-Mobile regarding the account however access was not provided as she was not able to verify the *** on the account.Please note ********************** takes account security seriously. T-Mobiles account verification policy states that if an account has a ***/passcode, it is the first piece of information that is requested by Team of Experts (TEX) to gain access to the account. If a customer does not remember their ***/passcode, they can change their ***/passcode by receiving and verifying a one-time *** that is sent to their ********************** handset. As the account is canceled **************** is unable to receive the one-time ***.
Finally due to the nature of the cancelation of the account we respectfully decline ****************** request to unlock any handset associated with the account. T-Mobile regrets any inconvenience to ****************.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.
Very truly yours,
T-MOBILE ***,INC.
*********************************
Executive ResponseInitial Complaint
Date:08/07/2022
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.
Your representatives are useless when it comes to getting a payment arrangement removed then getting an upgrade for a phone, you are always wanting fees for upgrades and taxes, this is completely not right after i just made my account current!Business Response
Date: 08/18/2022
August 18, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *************************************
Your File No. 17684754
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 7, 2022, regarding the above-referenced account.
T-Mobile regrets any concerns **************************** experienced regarding the above-referenced account, and we appreciate the opportunity to respond to this matter. On July 13, 2022, **************************** set up a two-part payment arrangement and agreed to pay $107.83 on July 27, 2022, and $107.84 on August 7, 2022. Please be advised pursuant to T-Mobiles policy, once a payment arrangement is agreed upon, it cannot be modified or deleted. If this was done for ****************************, it was solely as a courtesy, and cannot be done currently or in the future. **************************** successfully remitted payments for the amounts agreed upon on the dates he agreed to. Please note, when **************************** remitted the payment of $107.84 on August 7, 2022, his balance was reduced to $191.64 due by August 7, 2022.
On August 7, 2022, **************************** contacted our Team of Experts and requested assistance with purchasing a handset using our Equipment Installment Plan (EIP). However, **************************** requested that we bill any upfront costs including the taxes on the full cost of the handset to his T-Mobile billing statement. Please be advised, applicable taxes for the entire purchase amount as well as any upfront charges must be paid at the time of purchase via a debit or credit card. **************************** disputed paying the upfront charges. Therefore, **************************** opted out of the purchase of a new handset. Should **************************** wish to purchase a handset in the future, he may do at www.T-Mobile.com or at a T-Mobile retail location. 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 ResponseCustomer Answer
Date: 08/18/2022
Complaint: 17684754
I am rejecting this response because: improve ur customer service
Sincerely,
*************************************Initial Complaint
Date:08/07/2022
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 am a T-Mobile customer, and I regularly paid for insurance coverage. On 4/12/22, I called T-Mobile and reported my phone stolen. I was informed that a new phone would be mailed to me. I received a refurbished phone in April 2022 (Order No. S118632900). Shockingly, on 5/28/22, I received an email from T-Mobile advising that my account would be charged for failure to return the stolen phone that I did not have. On 7/18/22, they charged my account $1,232.56, with $1068.99 of it for the unreturned phone. The deduction caused my account to go into overdraft. I have called T-Mobile numerous times about this issue. On more than one occasion, I was told I would be refunded $1068.99 within 3 to 5 business days. Another time, I was told I would also be reimbursed for the overdraft fee ($35.00) through a credit on my T-Mobile account. On a subsequent call, I was told I would be refunded within 24 hours. Yesterday, 8/6/22, I called and asked to speak with a manager. The representative refused to allow me to speak to a manager, claiming the manager is engaged and couldnt speak to me. This is the pattern with each call. The representative tells me they will resolve the issue, the manager is engaged and cannot speak with me, and I should expect a refund to my bank account that eventually never comes. Indeed, as I type this instant complaint, I have been on a call for over an hour and fifteen minutesmost of which has been on hold. The only new thing I learned from this call is that it appears that T-Mobile processed my claim as a warranty exchange rather than as a claim for a stolen phone. At no time did I tell them I wanted to exchange the a phone I didn't have. This can be easily verified by T-Mobile since their calls are recorded. Be that as it may, as of todays date, my bank account remains in a deficit due to T-Mobiles error and I still dont have the money that never should have been taken out of my account.Business Response
Date: 08/12/2022
August 12, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *********************
T-Mobile Account Holder: ******************* Enterprises LLC
Your File No. 17684683
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 7, 2022, regarding the above-referenced account. Please be advised T-Mobile records indicate the account holder of record is ******************* Enterprises LLC, and ********************* has been designated as an authorized user of the account.
T-Mobile regrets any concern ************** may have regarding the account and we appreciate the opportunity to respond. Please note, the account was activated on May 28, 2021, and currently has three mobile numbers ending in ****, **** and **** enrolled in the Magenta Business rate plan, for a monthly cost of $130.00 for the first two lines and each additional line is $25.00. Please note, the line ending in **** is enrolled in the Protection 360 Tier 3 for $13.00 a month and the line ending in **** is enrolled in the Protection 360 Tier 5 feature for $18.00 a month. Additionally, the account has a DIGITS line ending in **** enrolled in the DIGITS Apple Watch DWork rate plan for $15.00 a month. As the account is enrolled in AutoPay, each line receives a $5.00 monthly discount. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the **** due date using a stored credit card, debit card or checking account supplied by the customer.
On April 12, 2022, ************** contacted T-Mobile and reported the device used on the ********************** number ending in **************** stolen. Please note, as the line is enrolled in the Protection 360 Tier 5 feature, ************** was required to contact the insurance provider, Assurant, to process a claim. However, due to an inadvertent error, a handset warranty exchange was completed and an Apple iPhone XS Max *********** was sent to **************. As a defective device was not returned to T-Mobile, on May 28, 2022, the account was charged a non-return fee of $1,069.39. Thus, the billing statement dated June 26, 2022, was sent reflecting a balance of $1,232.56 due by July 18, 2022, for the monthly access charges from May 26, 2022, through June 25, 2022, the non-return fee, taxes, and fees. Thus, the payment was debited on July 16, 2022, via AutoPay.
On July 16, 2022, ************** contacted T-Mobile to dispute the non-return fee. This, same day T-Mobile issued an account credit of $35.00, for any overdraft fee, ************** had encountered. In addition, a refund of $1,069.39 was requested to be issued to the original payment method. However, on July 18, 2022, the refund request was declined. Thereafter, on August 8, 2022, T-Mobile approved a refund of $1,069.39, to the original payment method and the funds should be available within three business days.
Furthermore, upon speaking with ************** on August 12, 2022, we apprised the above. ************** confirmed he had already received the funds. As a final courtesy to **************, T-Mobile issued an account credit of $100.00, for his inconvenience, updating the account balance to $34.12. 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:08/07/2022
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 opened a company account and purchased 5 lines.For each phone *************************** at the ******-Mopac store promised that I would get $1000 as return my previous phones. That day they could not open the account as we have waited on the phone for business verification.Next they I went again and we opened the account but he said he will get the permission from his boss to get the trade-in value that is $1000 for each phone, the total of $5000.But, I never got the money. In couple of weeks I asked again and they said I need to wait more. But, the next time I went there store was closed permanently, so I was not able to reach the people after that.Business Response
Date: 08/18/2022
August 18, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: ***************************
Your File No. ********
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 7, 2022,regarding the above-referenced account.
T-Mobile regrets any concerns ************** has experienced. Please be advised that T-Mobile takes account security very seriously, therefore, to protect our customer's privacy and personal information, T-Mobile restricts how customers can obtain information or make changes to accounts. Investigation of this matter has confirmed ************** is not an authorized user on the account which is associated with the mobile number he provided.
Therefore, ************** may visit a T-Mobile store or contact his T-Mobiles Team of Experts (TEX) 24 hours a day at ************ to provide additional information for verification. Once authorized or with permission from the account holder, T-Mobile may speak with ************** and address any account concerns presented in his letter to your office. T-Mobile regrets any inconvenience to ************** regarding this matter.
Based upon the above, we respectfully request that this matter against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.
Very truly yours,
T-MOBILE USA, INC.
*************************
Executive ResponseInitial Complaint
Date:08/07/2022
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.
I went to the tmobile store in the ***************** **************************************************************. We were promised if we switch carriers we would get two iphone 13 pro maxs for 800 off sticker price and receive a 650 mastercard for switching carriers to cover the cost of switching. We have called customer care and have contacted the store, even physically going back to the store, and after hours of going back and forth they will not honor what was promised. All Im looking for is what was promised so that I can move on with my life. But I cannot sit ideally by missing $650 because the store manager and associate lied directly to my face. That just doesnt sit right with me. The store wont even accept my call now (not that they were helpful to begin with). The reason we went to the store today was because they didnt call us back yesterday (the manager) like they said they would. Tmobile across the board is not fulfilling their end of the deal and we need help, please! Ive attached my att **** which is what they would need to provide us the 650 that indicates our final ****.Customer Answer
Date: 08/08/2022
Just wanted to make you aware that tmobile since resolved the issue via ******** Thank you for your prompt attention to this matter.
Kind Regards,
*******
Initial Complaint
Date:08/07/2022
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.
On June7th 2022 I sent a my phone to T-Mobile for a warranty replacement via *** tracking number 1ZX1392Y9013410257. It was received on Thursday, June 09 at 9:25 A.M. and signed for. I received an email a couple of weeks later stating they could not find the phone and I would be charged within 7 days if I didn't return it. I called T-Mobile and they said "they lost it somewhere between the dock and the office" and the issue would be resolved. On July 17 I received and email stating they found the phone. A few days later i received a phone call from T-Mobile stating the did not find the phone and i should call ***. I stated it was no longer in my possession and when it was signed for by them it became their property and I no longer had anything to do with it. The rep stated again this would be taken care of and "rest assured you will not have to pay for this phone". Today 8/7/22 i went online to check my T-Mobile bill and found a $1500 charge to my bill for a phone they admitted they lost. The internet is full of stories just like mine. I've emailed the *** and filed a police report with the Fort *********************** (T22010745) for the missing phone. Sincerely,*************************** ****************** ************Business Response
Date: 08/18/2022
August 18,2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************,Ste 200
*****, ** *****
Re: ***************************
T-Mobile Account Holder: *********************************
Your File No. 17684523
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 7, 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 to ********************, and we appreciate the opportunity to resolve his concerns. T-Mobile records confirm on May 27, 2022, a handset replacement was ordered for Mr. ********* non-working ******* Galaxy S20 Ultra for mobile number ending in ****, and it was shipped to him on that same date. Please be advised in each replacement handset box, a set of instructions are provided to inform the customer how to return their non-working equipment and to avoid being charged a non-return fee. In addition, the possibility of a non-return fee is disclosed at the time an exchange is processed.
Each handset bears a unique International Mobile Equipment Identifier (****) to track ownership. It is imperative that customers properly identify handsets when requesting replacements, upgrades, and trade-ins, as a condition of these transactions, since not all handsets are eligible. Our records do not indicate we received the non-working handset bearing **** ending in ****, as promised. As such, on July 12, 2022, ******************** was properly charged $1,539.99 for the non-return fee and applicable taxes.
Upon further investigation, T-Mobile confirmed the return label was used and a handset was delivered on June 9, 2022. However, the returned device did not bear the **** (ending in ****) of the defective device listed on the warranty exchange order placed on May 27, 2022. Additional review confirmed the replacement device, a ******* Galaxy S20 Ultra is being used on the mobile number ending in ****, and the same model, a ******* Galaxy S20 Ultra bearing **** ending in ****, was used on this line prior to the exchange. Using the previously used devices **** number, T-Mobile confirmed the device bearing **** ending in **** was scanned as returned on June 11, 2022.
Because the line of service ending in ****, and ******* Galaxy S20 Ultra bearing **** ending in ****, was eligible for handset replacement at the time of Mr. ********* request, on August 12, 2022, T-Mobile adjusted the non-return fee of $1,539.99 off the account, resulting in an updated balance of $234.32 for the August 4, 2022, monthly billed charges. T-Mobile regrets any inconvenience to ********************
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.
Very truly yours,
T-MOBILE ***,INC.
*******************************
Executive ResponseInitial Complaint
Date:08/07/2022
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.
T-Mobile owes me some money for which I have closed out the account in May of ************************************************ my refund will be coming within 30 days it has not come back yet this is August now I tried several times to talk to them at T-Mobile customer care every time I talk to them they give me some type of cheese my account number for ********************** has been deactivated since May I just like them to refund the money they owe me that's all I'm askingBusiness Response
Date: 08/12/2022
August 12, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *************************
Your File No. 17684505
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 ************** has chosen another service provider, and we appreciate the opportunity to address his concerns. T-Mobile records reflect that the account was cancelled his account on May 11, 2022, at ********** request. At the time of cancellation, ************** had a credit balance of $58.99. On August 12, 2022, a refund for $58.99 was issued as a prepaid Mastercard to ********** address of record. ************** should allow up to 14 days to receive his card. We apologize for any delay in ************** receiving his refund, and regret any inconvenience he may have 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:08/07/2022
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.
Hi,**** all is doing well with you!I would like to file a complaint to T-mobile. I deactivated my service with them on Jun 24th, 2022, while they still kept charging me for services after that date. I successfully disputed all credit card bills, while they then hired a debt collection company to continue to harness me and claim those charges. Please see the attachment for a proof of service deactivation date and confirmation from t-mobile. And I attached another photocopy sent from the debt collector T-mobile hired who claimed that I owe bills to T-mobile for the period my service has already been deactivated. Please kindly help! Thanks!Regards Hao **********Business Response
Date: 08/18/2022
August 18, 2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************, Ste 200
*****, ** *****
Re: *************************** No. 17684355
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 7, 2022, regarding the above-referenced account.
T-Mobile regrets any concerns ************ may have regarding his account and we appreciate the opportunity to respond. T-Mobile records confirm as of May 1, 2022, **************** account was active with one voice line ending in **** which was subscribed to the Simple Starter rate plan for $40.00 per month plus applicable taxes. Additionally, ************ was subscribed to the 2GB data plan for $5.00 per month. Furthermore, **************** account was enrolled in AutoPay.
Please note, ************** account was billed in arrears, meaning that monthly billing statements reflect charges for services provided during the month prior. The billing statement dated June 2, 2022, reflected a balance owed in the amount of $58.69. This balance consisted of monthly access charges for services from May 2, 2022, through June 1, 2022, with a due date of June 22, 2022. As **************** account was enrolled in AutoPay, a payment in the amount of $58.69 was automatically remitted on June 20, 2022, which reduced the balance to zero.
Please note, on June 6, 2022, ************ canceled his account when he ported the number ending in **** to a different carrier. The billing statement dated July 3, 2022, reflects a balance owed in the amount of $17.32. This balance consisted of monthly service charges for services from June 2, 2022, through June 6, 2022, with a due date of July 22, 2022. A payment in the amount of $17.32 was automatically remitted on July 20, 2022, which reduced the balance to zero.
On July 23, 2022, T-Mobile was notified by **************** financial institution the payment remitted on June 20, 2022, in the amount of $58.69 was returned unpaid. As a result, these charges were reapplied to **************** account, along with a $25.00 return payment fee.
On July 26, 2022, the payment remitted on July 20, 2022, in the amount of $17.32 was returned unpaid. Again, the charges were returned to **************** account. Furthermore, T-Mobile canceled **************** AutoPay enrollment due to the returned payments. A $25.00 return payment fee was assessed, which increased the balance to $126.01. Please note, this balance is reflected on the August 2, 2022, billing statement.
On August 8, 2022, ************ contacted T-Mobile regarding the August 2022 billing statement. As a courtesy to ************, he was provided with an account credit in the amount of $50.00 which reduced his account balance to $76.01. ************ was advised he would be responsible for this balance and if not paid, his account would continue with collection treatment. ************ advised T-Mobile he would send a check for this amount. On August 11, 2022, ************ remitted a payment in the amount of $58.69 which reduced the account balance to $17.32. Please note, T-Mobile has reviewed all billed charges to ************, and confirmed he has been billed appropriately for the services to which he was subscribed.
Nonetheless, on August 12, 2022, to amicably resolve **************** concerns, T-Mobile issued a one-time account credit in the amount of $17.32 which reduced the account balance to zero. Finally, please note that *************************** is an agency that T-Mobile engages for pre-collection agency assistance to collect on past due balances. Although they are a third-party debt collector, in this capacity as a pre-collection agency, they did not report this delinquency to any credit bureau and therefore, there is not any negative information in ************** credit file. 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:08/07/2022
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.
Tmobile is our cell phone carrier * We owned and purchased 2 iphone from ************************ that is labeled UNLOCKED and used it with our tmobile carrier *!st iphone is an iphone xs *** where I used it for 3 years then I switched it to my new iphone 12 pro *** * My main issue here is when we travelled to the phillipines from june 29 to july 30th , we switched/swapped our **** card to the phillippines card so we can use it there but unfortunately both the phone said sim locked so we cannot use it * We end up calling the ************************ where we bought the phone it to verify, per the staff we talked too, all they're iphone are all unclocked but tmobile usually locked it up back again once we put on they're sim card and tmobile is the only one can unlock it* We called Tmoblie at least 3x on separate occasions to complaint about it and they all promised to take care of it and expect it to be unlocked within 1-2 days ,all these 3 calls made to them was unfortunately didn't help anything or being ignored the problem we have* We returned back to the US w/o us using the phone* This is a very bad experienced we had with tmobile company and created great inconvenience in our part* Hoping that this issues will be resolved and others will not experience this*Business Response
Date: 08/18/2022
August 18,2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************,Ste 200
*****, ** *****
****************************************** Angeles
T-Mobile Account Holder: ******* Angeles
Your File No. 17684302
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 7, 2022,regarding the above-referenced account. Please be advised that T-Mobile records indicate the account holder of record is **********************, and that he has designated ********************** as an authorized user of the account.
********************** regrets any concerns Mr.******* may have experienced regarding the above-referenced account, and we appreciate the opportunity to respond to this matter. Please be advised if customers purchase an unlocked ******* or Apple device from a third-party retailer or directly from the manufacturer, it automatically locks to the first SIM card inserted into the device. If it is a T-Mobile SIM, the device locks to *********************** Records reflect on July 1, 2022, Mr. ******* contacted his Team of Experts with a request to unlock a ******* Galaxy Note 8 ******** Apple iPhone 12 *************** and an Apple iPhone XS Max ******** which he advised he purchased from a third-party carrier. Unfortunately, due to an inadvertent error, an unlock request was not filed for Mr. ********
In Mr. ******* correspondence to your office, he advised that the devices were purchased through a third-party carrier directly and confirmed he did not purchase the *******s from T-Mobile. Please note,Mobile Device Unlocks are available to customers who meet our eligibility requirements, which are available at https://www.t-mobile.com/responsibility/consumer-info/policies/sim-unlock-policy. *************** device to be eligible, he must meet our eligibility requirements listed below:
Purchased the device from ********************** or a T-Mobile authorized dealer.
Use the device on the ********************** network at least 40 days on the requesting line.
The account associated with the device must be in good standing.
Be able to provide proof of purchase, as T-Mobile may request proof of purchase or additional information in its discretion and certain other exceptions may apply.
On August 12, 2022, to amicably resolve this matter, T-Mobile successfully approved unlocks for an Apple iPhone 12 *************** with IMEI ***************, an Apple iPhone XS Max ******* with IMEI 357270096921174,and a ******* Galaxy Note 8 ******* with IMEI 351824091836153. T-Mobile regrets any inconvenience, and we appreciate Mr. ******* patience in resolving 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 ***,INC.
***********************
Executive ResponseInitial Complaint
Date:08/07/2022
Type:Product 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.
****** $50 per month, and $50 gift card plus 1 year of Paramount+ as a new customer. Free ****** trial, cancel anytime.order #: ************ Subscriber number: ********** (T-Mobile phone number)Account #********* 6/20/22: Last support call with T-mobile due to little to no internet, from 400mbs to 11-20mbs, 1.5 hours of "support" - ticket number: *******. I cancelled service within the trial period because I had spent a total of 3.5 hours on three support calls trying to fix my internet.7/13/22: T-Mobile sent me a confirmation email that they'd received my device. but stated my refund was $0. The customer rep said I would get a $29 refund pro-rated for usage, to which I replied that they lied and told me it was a free trial, not a pro-rated trial. Then she said she'd take care of it with me right now on the phone.Said they'd refund on my credit card the amount of $50. Takes 1-3 business days once approved. Refund confirmation #:50834765066 8/7/22: checked my account and T-mobile only refunded $28.93 of the $50 promised.Business Response
Date: 08/19/2022
August 19,2022
FILED ELECTRONICALLY
Better Business Bureau
12639 *************,Ste 200
*****, ** *****
Re: ***********************
Your File No. 17684321
T-Mobile Account No. *********
To Whom It May Concern:
T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 7, 2022, regarding the above-referenced account.
T-Mobile regrets ******************** concerns regarding this matter and we appreciate the opportunity to respond. In ******************** letter to your office, he indicates he was not able to use service with his home internet in his home due to slow data. We regret any coverage issues ****************** has 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 ****************** contacted us on June 20, 2022, regarding his connectivity we do not have record of the ticket number provided in his correspondence, we regret any inconvenience this *** cause.
Records reflect ****************** activated the account on June 10, 2022, and subscribed to our tax-inclusive T-Mobile Home Internet rate plan (****) for $50.00 per month, after a $5.00 monthly AutoPay discount. Starting January 27,2022, customers who activate a **** line and cancel within 15 days of activation date are eligible for a full refund for all monthly recurring charges for the **** line.
Pursuant to ******************** request, the account was canceled on June 22, 2022. It is important to note that AutoPay is required to be manually canceled by a consumer when an account is canceled, otherwise,payments for the account balance will automatically process as scheduled, this information is provided upon agreeing to the *************** agreement.
Eligible customers get One Year of Paramount+ Essential Monthly On **?just for being a T-Mobile customer, however as ****************** canceled services, he is aware he no longer qualifies for the promotion. In addition, for a limited time, customers who sign up for T-Mobile Home Internet *** be eligible to get a $50.00 rebate when they sign **. ** order to qualify, customers must submit online at www.promotions.t-mobile.com with promo code 2021****P17, within 30 days of activating the **** line. It is important to note that customers must be approved for the rebate prior to canceling in order to qualify. As ****************** canceled within the return period, he was not qualified for this promotion.
********************** billing cycle ran from the 11th of each month through the 10th of the following month, and payment was due on the 3rd of each month. Since the account was enrolled in AutoPay,payments were processed on the 1st of the month. On July 1, 2022, a payment of $50.00 was remitted via AutoPay from the balance on the billing statement dated June 22, 2022.
As ****************** canceled his services on June 22, 2022, the billing statement dated July 11, 2022, reflected a credit in the amount of $29.83, which was for services billed in advance from June 22, 2022, through July 10, 2022. As the account reflected a credit balance, on July 14, 2022, a refund for the credit balance of $29.93 was processed.
As part of the Test Drive T-Mobile Home Internet and Small Business Internet offer, on August 15,2022, $20.17 was refunded to Mr. ******** original payment method for the remaining payment amount. With the two refunds of $29.83, and $20.17, the full payment of $50.00 that was received on July 1,2022, has been refunded. ***************** should allow up to three business days for the funds to be available to him. The account remains closed with a zero balance. T-Mobile regrets any inconvenience to ******************.
Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
Thank you for bringing this matter to our attention. Should you have any further questions, please feel free to contact me at ************.
Very truly yours,
T-MOBILE ***,INC.
*********************
Executive ResponseCustomer Answer
Date: 09/02/2022
Hi-
Thanks; the complaint was closed before I could confirm the refund was issued; it just took longer on their end. In the future, what's the best way to contact you about a complaint closed too early?
And can you update this complaint to "answered, consumer satisfied?" I'd appreciate it, if possible.
Thanks,
****
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