Complaints

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

close

Find a Location

T-Mobile USA, Inc. has 1000 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  T-Mobile USA, Inc.

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  T Mobile USA Inc.

  2282 28th St SE Grand Rapids, MI 49508-1536

• 

  T-Mobile USA, Inc.

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

• 

  T-Mobile USA, Inc.

  320 Avalon Ave Ste 4 Muscle Shoals, AL 35661-2877

• 

  T-Mobile USA, Inc.

  4851 Whitesburg Dr SE Ste F2 Huntsville, AL 35802-1626

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

• Initial Complaint

  Date:08/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am paying for a service they're not able to provide. My text messages are not being sent and I am paying for this service. It has been at least 48 hours since I've been able to send a text

  Business Response

  Date: 08/18/2022

  August 18,2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:      *****************************
  Your File No. ********
  T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 7, 2022, regarding the above-referenced account. 
  
  T-Mobile regrets any concerns ******************** experienced regarding his T-Mobile service.  Records indicate that ******************** reported text messaging failures to his Team of Experts on August 6, 2022, through August 7, 2022.  A trouble ticket was opened with our Engineering team for further investigation, however on August 7, 2022, ******************** transferred his mobile number ending in **** to a new wireless provider.  As such, T-Mobile was unable to complete proper diagnosis of the root cause of failure as the mobile number was no longer active on the T-Mobile network. 
  
  On August 15, 2022,T-Mobile contacted ********************, and advised of our findings.  ******************** was advised that only a tablet line was currently reflecting as active on his account, which he stated it should not be as it was active on his Apple iPad he was using on Verizon.  The number was not fully transferred to ******** although T-Mobile provided a response to them to authorize the number transfer.  T-Mobile contacted ********and they manually provisioned the tablet number ending in **** on their network,cancelling the number with T-Mobile.  T-Mobile contacted ******************** and advised of this change that took place today.  ******************** was advised that T-Mobile will be reviewing the final billing statement dated after September 10, 2022, which will be credited in full.  ******************** declined to discuss the matter further with T-Mobile.  Please be advised that T-Mobile will review Mr. ********* account on September 13, 2022, issue credits towards any balance reflecting as owed at that time, which will in turn result in ******************** receiving a final revised billing statement dated after October 10, 2022,reflecting a zero balance.  T-Mobile regrets any inconvenience to ********************, and we appreciate the opportunity to review this matter.
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
  
  
  Very truly yours,
  
  T-MOBILE USA, INC.
  
  *****************************
  Executive Response

• Initial Complaint

  Date:08/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in May of 2022 my home internet router stopped working. I called TMobile and the immediately replaced it. I then sent the fried router back with the label that was sent to me with the new router. The old router I mailed out at the end of May 2022. In June I got an email saying they were going to charge me $370.00 for the unreturned router! I called immediately and I was told that the warehouse was behind in logging in the mail and not to worry and I would not be charged! An investigation was also launched to find the router. Then July 27th 2022 I was charged ******! I called TMobile immediately and ***** a supervisor said that the router was in fact found and the charge would be reversed and by August 4th I'd have the money back in my checking accout. TMobile was never given permission to auto-bill my account!! I called August 5th to pay my account and I was told I didn't owe anything because they applied the $****** to my account!!! My internet is only $50.00 a month so thats almost a year of internet prepaid!!! I told the woman that the money was to refunded to my debit card and she said she can't do that but could give me TMobile gift cards for the $******!!! TMobile gift cards are not going to buy me food, gas to get to Dr. ************* or my seizure meds!!!! I want that money back!!! They did not have permission to charge my card and did it anyway and now refuse to refund my money!! They admitted that they found the router and I never should have been charged!! This is their mistake not mine and now they refuse to refund my money!!!

  Business Response

  Date: 08/18/2022

  August 18,2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:      *****************************
  Your File No. 17684033
  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 pursuant to Ms. ******* request, T-Mobile will respond directly to your office and make every effort to address her concerns within this letter.
  
  T-Mobile regrets any concerns **************** may have experienced, and we appreciate the opportunity to review and address this matter.  Records reflect **************** subscribes to our Home Internet rate plan at a monthly cost of $50.00 after a $5.00 AutoPay discount.
  
  On April 27, 2022, a warranty exchange was filed for Ms. ******* gateway modem with IMEI *************** and she was provided a prepaid shipping label to return the modem within 30 days to avoid a non-return fee.  *** tracking # 1ZW0Y5981352780908 confirms the replacement modem was delivered on April 29, 2022.
  
  On June 13, 2022, as the modem was not received a non-return fee and taxes totaling $393.13 were assessed to the account.  On June 21, 2022, **************** contacted her Team of Experts (TEX) to dispute the pending fee and a Handset Research phone was filed.  Thereafter it was found that the gateway modem with IMEI *************** was not received  by our warehouse however, as **************** indicated she returned the modem in late May,  she was advised that it may take up to 7 days for the modem to be checked in once delivered.
  The billing statement dated July 5, 2022,reflected a balance of $443.13.  This consisted of service charges of $50.00 for service from July 5, 2022, through August 4, 2022, along with a non-return fee of $370.00 and applicable taxes of $23.13.  The billing statement reflected this payment was scheduled to be debited on July 23, 2022, via AutoPay.
  
  On July 23, the payment posted and the account was reduced to a zero balance.  It is important to note, the return tracking # 1ZX1392Y9013129302 shows the prepaid shipping label was created on April 28, 2022, however, the package was not picked up by *** until July 25, 2022, and delivered to our warehouse on July 26,2022. 
  On July 30 **************** again disputed the non-return fee and at that time was advised the package showed delivered and the non-return fee would be credited once the modem was checked-in by our warehouse.  Thereafter, the account was unenrolled from AutoPay pursuant to Ms. ******* request and no longer eligible for the $5.00 AutoPay discount.
  
  On August 1, 2022, the gateway modem was checked-in by our warehouse and thereafter the  non-return fee was adjusted and the account reflected credit balance of $393.13.  The billing statement dated August 5, 2022,reflected a credit balance of $338.13 which consisted of the previous credit balance of $393.13 and new charges of $55.00 for services from August 5, 2022,through September 4, 2022.
  
  Thereafter, a refund request was processed for the amount of $393.13 however, it was declined as **************** requested it be refunded to a different account and card payment can only refunded back to original payment method.
  
  On August 9, 2022, courtesy credits totaling $105.00 were applied updating the account to reflect a credit balance of $443.13.  A refund was requested for the full payment of $443.13 and successfully processed to the original payment method updating the account to a zero balance.  T-Mobile regrets any inconvenience **************** 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 ********
  
  ***************************
  Executive Response
  

• Initial Complaint

  Date:08/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  T mobile has proven to be a huge conglomerate that wants to take every dollar they can get from customers filling them with stories of great service and unbeatable prices but fail to deliver much of anything! This is the 3rd BBB complaint Ive had to file against them because thats the ONLY way to get any kind of response from T mobile. I was in contact with *************************** who spent hours over days on the phone with me trying to straighten out my account. I thought we had finally corrected the charges for services I didnt have; the addition of accessories I didnt own; and the monthly fluctuations in my bill. ******* told me my bill would be $90 something dollars (not sure exact amount but less than $95). Next bill was correct. Next month bill was $63.43 with an explanation that I had been overcharged and this amount would pay what I owed with all credits I was entitled to. The next month my bill should be the $90 from that day forward: however, my next billing was over $143!!!! Now T mobile decides to restore the charges ******* had taken off because they were incorrectly charged!!!! Their experts again go back n forth trying to justify scamming me for more money. And IM NOT ALONE!! Every T mobile customer I know in the greater ********** ** area is having problems with T mobile overcharging and horrible service!! T mobile was nowhere near ready to take on the influx of customers from the merger with Sprint and the lack of phone, tv and data proves this!!!! I left a service provider Id been with for 12 years for this????? This is the last opportunity Im giving T mobile to correct my bill. Im still waiting for T mobile to honor the Emergency Broadband Credit that Ive been approved for. Im told my name has 1 letter too many so their system doesnt accept my legal name. Yet if I try to enter my info to get my broadband credit; their system tells me my info is not accepted. Every time I try to correct these, I end up worse off!!!

  Business Response

  Date: 08/17/2022

   
  August 17, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *********************************
  Your File No. 17683797
  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 ****************** *** have regarding her account and we appreciate the opportunity to assist in this matter. T-Mobile records confirm ****************** activated her account on May 14, 2021, with the mobile number ending in ****. At the time, ****************** enrolled the account to the T-Mobile Essentials 55+ rate plan, for a monthly cost of $55.00, plus applicable taxes. On December 8, 2021, ****************** qualified for and took advantage of our Equipment Installment Plan (***) with the purchase of a white ***** iPhone 13 handset and handset accessories. ****************** was not required to remit a down payment; however, she agreed to a series of 30 monthly installments of $26.67 for the iPhone 13 and 12 monthly installments of $20.85 for the handset accessories. 
  
  On January 4, 2022, ****************** activated two new mobile numbers ending in **** and ****. At this time, the rate plan was changed to the Magenta *** 55+ rate plan, for a monthly cost of $100.00, for the first two lines and the additional line was $50.00. Please note, the mobile number ending in **** qualified for the 2021 Line On Us P18 promotion, making the line free after monthly bill credits. In addition, ****************** purchased a blue ***** iPhone 13 handset and handset accessories, with our *** program, for the mobile number ending in **** and enrolled the line to the Protection 360 Tier 5 for ***** a month. ****************** was not required to remit a down payment; however, she agreed to a series of 30 monthly installments of $26.67 for the iPhone 13 and 12 monthly installments of $7.51 for the handset accessories. Please be advised, with the blue ***** iPhone 13 purchase, ****************** qualified for the 2021 ***** Buy 2 P5 promotion. This offer allowed customers to purchase one ***** iPhone 13, iPhone 13 Pro, iPhone 13 Pro **** iPhone 13 mini, iPhone 12, iPhone 12 Pro, iPhone 12 Pro **** or iPhone 12 mini and get another one on us (up to $800.00 off via 24 or 30 Recurring Device Credits [RDC]) when they purchased both handsets on *** and activate a new voice line on an eligible rate plan. As such, the white ***** iPhone 13 handset qualified to receive 24 monthly credits of $26.67. It should be noted, the promotional credits are set to be paid out for the full term of the *** with no means to speed up their payout. If the service is cancelled prior to the 24 months, the credits will stop.
  
  Also, on January 12, 2022, ****************** activated the mobile number ending in **** and on January 13, 2022, she activated a Home ******** line ending in **** and enrolled it in the T-Mobile Home ******** rate plan, for $55.00 a month. In addition, ****************** enrolled the account in our *************** and as such, each paying line qualifies for a $5.00 monthly discount. AutoPay automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.
  
  Moreover, on March 27, 2022, our office worked with ****************** and as a courtesy, we closed the **** associated with all the handset accessories, absolving her from any remaining balances owed. At this time, the account was issued goodwill credits, totaling $384.28. In addition, ****************** was advised her monthly charges were estimated to be around $229.00. Please note, T-Mobile records do not indicate ****************** was quoted her monthly charges would be $90.00. 
  
  On May 19, 2022, ****************** cancelled her number ending in ****. On May 25, 2022, ****************** cancelled her mobile number ending in ****. As the line ending in **** was linked to the 2021 ***** Buy 2 P5 promotion, due to the cancellation, the account no longer qualifies for the **** In addition, on May 27, 2022, ****************** cancelled the mobile number ending in ****. Thus, the rate plan on the remaining voice line ending in **** was updated to the individual Magenta 55+ rate plan, for $50.00 a month, after the AutoPay discount. With that said, ******************** account estimates to be billed around $143.34 a month for the mobile number ending in ****, the Home ******** line and the *** charges.
  
  The billing statement dated June 15, 2022, was sent reflecting a balance of $63.42 due by July 7, 2022. This balance consisted of the monthly access charges from June 15, 2022, through July 14, 2022, credits totaling $79.92, for the mid-cycle rate plan change, *** charges, taxes and fees. This payment was debited on July 5, 2022, via AutoPay. The billing statement dated July 15, 2022, was sent reflecting a balance of $143.34 due by August 7, 2022, for the monthly access charges from July 15, 2022, through August 14, 2022, and *** charges. On July 25, 2022, ****************** contacted T-Mobile and disputed the *** charge for the blue ***** iPhone 13. As a one-time courtesy, T-Mobile credited the *** charge of $26.67, updating the balance to $116.67. This payment posted to the account on August 7, 2022. 
  
  Furthermore, T-Mobile records do not indicate ******************** account was approved for the Emergency Broadband Benefit (***) program. The *** was a temporary program launched by the ********************************* (FCC) to help subsidize the cost of high-speed ******** services for households struggling financially due to the ******19 pandemic. However, the *** program ended on March 1, 2022, and it was replaced by the new long-term Affordable Connectivity Program (***). The *** also helps low-income households pay for internet service and connected devices. Only one monthly service discount and one device discount is allowed per household. It is important to note that the *** program is only available to our Metro by T-Mobile and Assurance Wireless brands. Qualified household *** be eligible for a $30.00 monthly discount towards internet service on certain plans. For more information customers can visit https://acpbenefit.org and https://www.fcc.gov/acp. 
  
  Unfortunately, T-Mobile is unable to guarantee coverage in all areas. There are several factors and conditions that *** interfere with actual service, quality, and availability. T-Mobile is always working to improve its coverage and although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which *** vary from location to location and *** change without notice. T-Mobile has verified the address on the account and based on the coverage map, confirms the account address is in excellent coverage area with no known issues.  
  
  Finally, T-Mobile records do not indicate ******************** account was billed for prior credits applied. That said, it is T-Mobiles position that the account is being correctly billed in accordance with the selected rate plans and ****. Therefore, T-Mobile respectfully declines ******************** request of receiving billing adjustments. T-Mobile regrets any inconvenience to *******************
   
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  *******************
  Executive Response
  
  

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17683797
  
  I am rejecting this response because:
  My problem is T mobile inconsistent amounts that Im billed every month.  This is what is evidenced again today when an email I received told me I am being auto debited over $143.!!  Thats an increase of over $26 from the amount Im already disputing that was $116.  Anything ************* tried to eloquently explain away got destroyed when I received my September 5 bill and it is again wrong!  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we have been without cell service since August - 2-2022. I cant call there costumer service becouse i dont have cell service. On August 6-2022 i finally got thru to someone via online chat. They said that they will create a ticket to fix the tower at **************************************************************************. (ticket Number ********) As of this date we are still without Service.

  Business Response

  Date: 08/18/2022

  August 18, 2022
  
  
  
  Better Business Bureau
  12639 **************., Ste. 200
  *****, ** ***** 
  
  Re:File 17683616
  Account *********, **** *******
  
  To Whom It May ***************************** now part of T-Mobile (Sprint) is in receipt of the above-referenced complaint of **** *******.  We regret any inconvenience Mr. ******* *** have experienced with the recent network performance in his ******* area.  We appreciate the opportunity to respond.  
  
  A review of the account shows it was opened on October 24, **** and currently has two lines of ******* subscribed to our $30 2GB ************* plan.
  
  Sprint and T-Mobile merged in April 2020 with a commitment to build the best 5G network.  Since then, weve worked to combine Sprints assets with T-Mobiles to deliver a transformative 5G network experience from big cities to small towns and places in between and we are moving quickly to build our most advanced network ever.  Now T-Mobile has the largest and fastest 5G network according to data from several third-party benchmarking companies.  On top of that, T-Mobiles 4G LTE network covers 99% of consumers domestically.  Learn more about our 5G network nationwide network poised to bring 5G to consumers and businesses alike in both urban areas and underserved rural communities, by visiting https://www.t-mobile.com/coverage/4g-lte-5g-networks.  This combination promises to deliver more bandwidth than before. 
  In addition, T-Mobile network modernization upgrades and improves our network towers to newer and faster technology.  Our goal is to build a transformative nationwide 5G network for all consumers and phasing out 3G CDMA technology is part of the plan.  T-Mobile began notifying customers more than six months before the March 31, 2022, retirement date, and efforts to decommission the legacy Sprint CDMA network are on-going including similar notices for the Sprint LTE network retirement on June 30, 2022.  This will free up valuable nationwide spectrum for T-Mobiles LTE and 5G networks, and it gives customers a higher capacity, faster, and more reliable network. 
  We regret that Mr. *******s experience with ************** in his local calling area is falling short of his wireless communication expectations.  We constantly monitor our network for *******- and capacity-related issues and work diligently to address any concerns we identify or are brought to our attention by our customers.  Our extensive investigation of Mr. *******s ******* area confirmed that the serving site referenced in his complaint was experiencing intermittent issues related to Network Modernization.  
  
  We are currently in the process of implementing significant upgrades to increase our network efficiency and improve our customers wireless experience with coverage, call quality, and data speeds.  While the end result of those upgrades will be a superior product with unparalleled network *******, customers *** notice occasional and temporary ******* issues during the transition process.  We are unable to provide a specific date for when those upgrades will be complete; however, our technical teams are continually monitoring the effect those changes *** have on our customers and are striving to reduce any negative impact.  
  
  Additionally, we dispatched our network engineers to Mr. *******s coverage ******* area and determined that he is located on the edge of "fair" levels of T-Mobile coverage.  Customers should generally receive signal strength sufficient to make and receive calls outdoors, but signal *** be lost in a car and in buildings.  However, it is important to note that certain areas *** have limited or no coverage and various factors such as terrain, foliage, and buildings *** affect actual coverage in a particular area even when estimated to be within 'best' coverage.  After investigation, our network engineers reported that our T-Mobile network is performing within normal parameters.   
  
  We spoke with Mr. ******* on August 10, 2022 and relayed the above information.  To assist with Mr. *******s indoor coverage, we offered to mail a Cellspot device to his billing address of record.  A 4G LTE CellSpot is a mini cell tower that can be setup in a customers home or small office, which connects through their home internet, creating a T-Mobile 4G LTE signal that *** provide better indoor coverage, more dependable voice calls, and consistent data speeds.  Additionally, because of the network experience Mr. ******* described, we offered to schedule a $10.00 monthly account ******* credit for the next six months, to offset a portion of Mr. *******s ******* charges.  Mr. ******* accepted our goodwill offer and handling of his network concerns.  We regret any inconvenience this matter caused.   
  
  We appreciate Mr. ******* taking time to provide details of his experience with our ************* team.  We value customer feedback.  Please be assured that the quality of ******* provided to our customers is of our utmost priority.
  
  Based upon the foregoing, we respectfully request that this complaint against Sprint be closed. 
  
  Thank you for bringing this matter to our attention.  If you have any questions, please do not hesitate to contact me directly by calling ************.  
  
  
  Sincerely,  
  
  
  *********************
  Executive Response  
  

  Customer Answer

  Date: 08/18/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:08/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the ending of May 2022 I transfer my T-Mobile account to my sister the T-Mobile employee helped me supposedly he even told me the account is transferred and my name is out and its closed they never told me that I owed anything now 2 months later they were trying to put me in collections I just received the paper today August 6 2022 saying if I dont pay $559 I would be in collections I called T-Mobile to try to get it situated to see why am I going to collections they said nothing was transferred I had to pay $559 almost I was late 4 months so it was coming out to $1025 and I was telling the gentleman who helped me how if I transferred everything I was arguing with the guy and they said sorry the best I can do is not charge you a month and it drop to $875 so I said take me out of collections and I will pay the full amount right now because I was so mad at the fact my sister still has the T-Mobile account and is paying and I have to pay extra because I am the one supposedly on the account still also I have the reference number and account number to the **********************

  Business Response

  Date: 08/18/2022

  August 18,2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:      *****************************
  Your File No. 17683421
  T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated May 4, 2021, regarding the above-referenced account. 
  
  T-Mobile regrets any difficulties ********************** may have experienced after a Change of Responsibility (***) was processed and with the final balance on his account.  We appreciate the opportunity to address his concerns.  Please note that a *** is the process by which a mobile number or numbers move from the account of one person or business to the account of another person or business.  It is ultimately a change in the financial responsibility as the original holder ceases to be financially responsible for the number(s) and, if applicable, the equipment moved to the new account.  T-Mobile records confirm that on May 31, 2022, ********************** processed a *** for the mobile numbers ending in ****, **** and ****.  Separately, the wearable accessory line of service, ending in ****, was futured dated to be cancelled on June 7, 2022, at the end of the current bill cycle date per ************************ request.  The voice line ending in **** remained active on the account as T-Mobile did not receive a request for the line to be moved via the *** request or otherwise canceled by the account holder. 
  
  Additionally, *** for Equipment Installment Plan (***) transfers must be requested and approved by both parties participating in the ***.  Upon review of the account the Equipment Installment Plan (***) ****************** associated with the line ending in **** for the T-Mobile Revvl V+ 5G 64 device and the *** ****************** associated with the line ending in **** for an Apple iPhone 12 ************* had not been requested to be transferred to the new account.  As such, the **** remained on the account.  
  
  Please note that *********************** billing cycle ran from the 8th of one month to the 7th of the following month with the balance due on the 28th.   *********************** account was enrolled in the AutoPay feature as such a payment of $175.64 was debited on May 26, 2022, for the bill cycle date of May 8, 2022, through June 7, 2022.   On June 7, 2022, the payment of $175.64 was returned unpaid by ************************ bank institution, and the account was assessed a return payment fee of $15.00.  The AutoPay feature was systematically removed due to the returned payment. 
  
  On July 4, 2022, the account was partially suspended for non-payment on June 6, 2022.  Please note that customers will continue to be billed the monthly access fees for rate plans and features while service is partially suspended.  On August 6, 2022,********************** contacted T-Mobile regarding the balance on the account.  T-Mobile Team of Experts (TEX) advised ********************* that the line ending in **** remained active on the account and *** plans were mentioned above were on the account.  Per ************************ request *** cancelled the line ending in ****, which cancelled the account completely.  *********************** made a payment of $457.43; *** applied a credit of $124.50 for the monthly recurring charges for service for June 8, 2022, and July 7, 2022, bill cycle.  TEX advised ********************** that as the final bill had not yet generated and would be generating on or around August 8, 2022.   If a customer has an open *** and the account is canceled, any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement. This information is disclosed within the *** agreement provided at the time of purchase. 
  
  The final billing statement dated August 8, 2022, reflected the remaining *** balance of $463.19 that was accelerated a system credit of $8.06 for the pro-rated monthly recurring charges for the August 6, 2022, and August 7, 2022, late fees, and applicable taxes.  It is T-Mobiles position that ************************ account was billed correctly and according to the Terms and Conditions of service. 
  
  However, in an effort to amicably resolve ************************ concern T-Mobile brought the cancelled account to a zero balance by applying a courtesy credit of $474.70 to his account.  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 ********
  
  ***************
  Executive Response

• Initial Complaint

  Date:08/06/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order # ************ I have spent hours trying to get someone to assist me. I have spoken to seven representatives that continue to transfer me to other people and all I want to do is cancel my order. I have an issue that needs to be resolved with a different company that is affecting my business with T-mobile. Unfortunately, I am moving to ******* on the 15th and if I dont get this resolved within the 20days, I am stuck with a contract that I cant use. So getting the run around is making me wonder if this is being done on purpose. Something so simple should not be so hard. All I want is for a representative to cancel my order.

  Business Response

  Date: 08/16/2022

  
  
  August 16,2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:      *****************************
  Your File No. 17683396
  T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 6, 2022,regarding the above-referenced account. 
  
  T-Mobile regrets any concerns ******************** may have experienced regarding her account.  T-Mobile records confirm that on August 7,2022, ******************** activated service with the mobile numbers ending in **** and 1026.  At the time of activation, ******************* qualified for and took advantage of our Equipment Installment Plan (***) with the purchase of two Apple iPhone 13 handsets, and she agreed to with 24-monthly installments totaling $62.50.  With the account activation and handset purchases on the **** the account was approved for the 2022 Apple Buy 2 P4 promotional offer,which allows customers to buy one Apple iPhone 13 or 12 series handset and save up to $700.00 on another Apple iPhone 13 or 12 series handset.  The offer is paid via monthly Recurring Device Credits (RDC) for the term of the *** when both devices are purchased on *** and a new voice line is activated on an eligible rate plan.
  
  As of the time of purchase, T-Mobile provided a 20-day return period which allows ******************** to use the equipment to see if it meets her needs.  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 equipment financing agreement entered at the time of the original purchase. 
  
  Our records reflect that on August 7, 2022, ******************** contacted T-Mobile regarding returning her equipment return request, in which T-Mobile sent ******************** a return label.  Please be advised that once customers electronically accept the *** agreement, if the handset is in stock the order is quickly processed for shipping so that we can deliver our customers equipment to them as soon as possible.  Once a handset order has been processed for shipping, we are unable to cancel the order in our systems and customers may either refuse delivery to have the equipment returned, or they may print the return label our teams can provide to return the equipment within the 20-day return period.  Additionally,******************** will need to contact our TEX by calling 1 (800) 93-8997 to ensure the account is canceled as the account was activated when the equipment was shipped and service cancelation is not automatic with equipment returns.  T-Mobile regrets any inconvenience to ********************  
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at **************.
  
   Very truly yours,
  
  T-MOBILE ********
  
  *********************
  Executive Response

• Initial Complaint

  Date:08/06/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My credit was demolished because of this TMobile breach and I want to have all inquiries hard and soft off my credit reports a 3 and I want them to compensate me for having not to work because I've been so stressed out and can't work under these conditions.. I'm very distraught by this and they need to pay and fix what was messed up on my credit report I want everything off permanently .

  Business Response

  Date: 08/16/2022

   
  August 16, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *************************
  Your File No. 17683138
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 6, 2022, regarding the above-referenced account.   
  
  T-Mobile regrets **************** concerns to your office and we appreciate the opportunity to respond.  In mid-August 2021, T-Mobile was informed of claims made in an online forum that a bad actor had compromised T-Mobile systems.  We immediately began an exhaustive investigation into these claims and brought in world-leading cybersecurity experts to help with our assessment.  Subsequently, we confirmed that T-Mobiles systems were subject to a criminal cyberattack that compromised data of our customers, former customers, and prospective customers.  We have no evidence that financial account numbers or username/password combinations to online accounts were accessed or acquired, but some social security numbers (SSN), name, address, date of birth and government ID information was compromised.  
  
  T-Mobile notified current customers or primary account holders who had such data compromised and there is no record that the above data elements related to **************** were impacted.  However, if **************** still has concerns, she can take proactive steps to protect her data and identity.  To be clear, we have no confirmation that **************** information was impacted, and we have no evidence that financial account numbers or username/password combinations to online accounts were accessed or acquired in the breach.  Still, the following steps are always smart practices to help keep T-Mobile accounts and personal data more secure.  **************** can change the PIN/Password on her ********************** account by visiting https://www.My.t-mobile.com.  Furthermore, if **************** has not registered for the identity protection services offered to her, we would like to extend two years of free identity protection services with McAfees ID Theft Protection Service.  This includes $1 million identity insurance, dark web and credit monitoring, and lost wallet recovery.  To sign up, **************** may contact ******************************* at the contact information listed below for assistance with the registration process. 
  Current customers are also eligible to sign up for T-Mobiles free scam blocking protection through Scam Shield and/or Scam Protection.  Furthermore, we have made Account Takeover Protection available for postpaid customers, which makes it more difficult for customer ********************** numbers to be fraudulently ported out.  Customers may contact us to take advantage of these services by dialing 611, *2, or through chatting with us at www.t-mobile.com.  Although **************** asked for compensation for her concerns related to this incident, we respectfully decline that request.
  
  T-Mobile is committed to protecting our customers privacy and complying with all laws that apply to the collection, access, use, disclosure, and security of his/her personal information.  For additional information regarding T-Mobiles privacy policy customers may review https://www.t-mobile.com/privacy. 
  We have reviewed **************** account and credit inquiry concerns and are unable to substantiate her allegation of multiple credit inquires.  If **************** feels there is an error with her credit report, we recommend that she dispute it directly with the credit bureaus.  T-Mobile regrets any inconvenience to *****************  Below is the contact information for the three major credit bureaus:  
  
  Equifax *********** Services LLC
  Experian
  TransUnion
  P.O. ******************************* Dispute Center
  *******, ** 30348Allen, TX 75013P.O. Box 2000
  www.equifax.com
  www.experian.comChester, ** 19016
  866-349-5191888-397-3742https://dispute.transunion.com
  ************
  
  **************** may also initiate a dispute with each credit bureau at their respective websites: 
  
  For Equifax: https://www.ai.equifax.com/CreditInvestigation/home.action
  
  For Experian: http://www.experian.com/disputes/main.html
  
  For TransUnion: https://www.transunion.com/credit-disputes/dispute-your-credit
  
  Based on the foregoing, we respectfully request this complaint against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************. 
  
  Very truly yours,
   
  T-MOBILE USA, INC.
  
   
  ****************************; 
  Executive Response

• Initial Complaint

  Date:08/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told by a T-Mobile employee (in writing) that the 3rd line was free for life. Even after my mother turned 55. This was the agreement for us to make the switch. After she turned 55 and the discount kicked in, they then started charging us for the 3rd line. They refuse to hold up to their end even with sending in the screen shots of their messages. Once she turned 55 we upgraded our phones. This is completely wrong and terrible customer service.

  Business Response

  Date: 08/16/2022

   
  August 16, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ****************************;
  T-Mobile Account Holder: *************************
  Your File No. 17683035
  T-Mobile Account No: *********
  
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 6, 2022, regarding the above-referenced account.  Please be advised the account holder of record is Ms. ************************** and she has designated *********************************** as an authorized user of the account.
  
  ********************** regrets any concerns ******************** has experienced regarding the above-referenced account.  On October 25, 2021, the above account was activated and currently has three lines of service.  The account was previously subscribed to our Magenta *** rate plan from October 28, 2021, through May 26, 2022,at $150.00 monthly including applicable taxes for the first two lines of service, and $35.00 monthly for each additional line of service.  
  
  Please note, the above account is enrolled in AutoPay, which automatically deducts the balance owed on the account approximately two to three days prior to the bill due date using a stored credit card, debit card or checking account supplied by the customer.  As a result, the account receives a monthly discount of $5.00 per line for each eligible line of service, for up to eight lines.  The account also participated in our 2021 Line on Us P12 promotion, where customers who activated at least three voices line on a select Essentials, Magenta, Magenta ***, Business ********* Select, Business ********* Advanced or Business ********* Ultimate rate plan would receive one of the lines free via monthly bill credits.  The account met all the eligibility requirements and accordingly received a monthly promotional credit in the amount of $25.00 including the $5.00 AutoPay discount on the mobile number ending in 4142.  As such, the monthly service charges were reduced to $140.00 including taxes. 
  
  On May 26, 2022, the account holder had reached the age of 55 years and requested to change the rate plan to our Magenta 55 Plus rate plan at $80.00 monthly including applicable taxes for the first two lines of service, and $40.00 monthly for each additional line of service.  Regrettably, the account does not qualify for the 2021 Line on Us P12 promotion, as the Magenta *** 55 Plus rate plan the account is subscribed to, is not an eligible rate plan.  We are unable to provide the 2021 Line on Us P12 promotion to an account with a rate plan that falls outside of the eligibility parameters of the promotion in question.  As such, the monthly recurring charges for the above account are $120.00 including applicable taxes.  
  
  To resolve this matter, on August 14, 2022, T-Mobile applied a one-time credit in the amount of $200.00 to the above account balance.  ******************** accepted this as a resolution to his concerns.  As of August 14, 2022, the account reflects a credit balance of $107.50, which will be applied towards monthly service charges on the next billing statement.   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. 
  
  ***** Montoya 
  Executive Response

• Initial Complaint

  Date:08/06/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my service with T-Mobile 4/25/22. As the uploaded picture shows, I paid the remaining balance over the phone with the customer service representative and was assured my responsibility to T-Mobile was absolved. The other two photos confirm that I cancelled my service and returned my equipment. I was then sent a bill for $41.83. They have also been depositing 11 cents into my mother's bank account for months. I feel like I am being harassed and now they have sent my bill to collections. I would like help resolving this and getting this taken off my credit report. I do not owe them anything. They sent me a revised final bill that they say was not reflected on my June 17, 2022 bill. I haven't had service with them since April. Please help. Thank you.

  Business Response

  Date: 08/17/2022

  
  August 17,2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:      *********************************
  Your File No. 17682775
  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 hearing of ************************ concerns surrounding the above-referenced account, and we appreciate the opportunity to respond.  On December 16, 2021, our records reflect ********************** activated a Home Internet line with the number ending in ****, which subscribed to the T-Mobile Home Internet rate of $55.00 per month, and a Mobile Internet line with mobile number ending in ****,which subscribed to the Mobile Internet 5GB rate of $25.00 per month.  The addition of the Mobile Internet line of service qualified the account to receive a $12.50 monthly recurring discount as part of T-Mobiles 2021 Line P5 promotion.
  
  Upon activation, ********************** was provided a ***** High-Speed Internet Gateway at no cost for use with the Home Internet line of service and agreed to a 24-month Equipment Installment Plan (***) for an ******* Linkzone 2 mobile Hotspot for use with the Mobile Internet line of service.  To begin the **** ********************** was not required to remit a down payment and paid $8.19 in taxes on the device and agreed to finance the equipment cost of $90.00 via 24monthly installments of $3.75.  Additionally, an $11.99 shipping fee was assessed for the order.
  
  Please note, if a customer has an open *** and the account is canceled, any remaining open *** balance on the canceled account is accelerated and becomes due with the final billing statement.  This information is disclosed within the *** agreement provided at the time of purchase.
  
  On December 23, 2021, ********************** qualified for and accepted a new voice line of service for mobile number ending in ****.  On this date, ********************** utilized T-Mobiles 30-month *** agreement to finance an Apple iPhone 13 Pro *** for use with the new line of voice service.  ********************* was required to remit a $330.00 down payment toward the equipment and paid $111.10 in taxes, and she agreed to finance the remaining device cost of $769.99 via 29 monthly installments of $25.67 and a final, 30th installment of $25.56. 
  
  On February 10, 2022, our records reflect ********************** contacted Team of ***********) in order to make a payment to finalize the *** agreement for the Apple iPhone 13 Pro *** handset and requested the Mobile Internet line ending in **** to be canceled at the end of the current bill cycle.  The line of service was then canceled on February 16, 2022, pursuant to ************************ request; however, we do not reflect a payment was made to finalize the *** agreement for the ******* LinkZone2 hotspot, nor do our records reflect the equipment was requested to be returned or that it has since been received by T-Mobile.
  
  Further, on April 7, 2022, ********************** ported her mobile number ending in **** to a new wireless provider, and on April 26, 2022, ********************** contacted TEX with a request to cancel the Home Internet line ending in **** and return the ***** High-Speed Internet Gateway.  The request was completed the same day and the account was canceled in full.  Our records reflect the ***** High-Speed Gateway device was received by T-Mobile on May 6, 2022, and an $11.66 refund was issued to ************************ original payment method for the shipping fee paid at the point of sale.
  
  With the cancelation of the account, the final billing statement, which posted to ************************ account on May 16, 2022, reflected a balance due of $41.83.  This balance was comprised of a $75.00 charge for the *** balance of the ******* LinkZone2 hotspot and $33.17 in prorated credits for service cancelation prior to the end of the bill cycle.
  
  Please be advised that while T-Mobile does not report information directly to any of the credit bureaus, the third-party collection agencies to which accounts are assigned may do so.  The account may be reported to the credit bureau while a balance remains outstanding; however, our records do not reflect ************************ account was assigned to a third-party collection agency prior to our office addressing this matter.  T-Mobile engages third-party collection agencies for pre collection assistance to collect on past due balances.  Although ********************** may have been contacted by 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 should not be any negative information in ************************ credit file.
  
  While a T-Mobile billing error was not identified, in an effort to provide an amicable resolution to this matter, our office has waived the remaining *** balance for the ******* LinkZone2 device by applying a credit of $41.83 to the account.  With this action, ************************ account will remain canceled with a zero balance.  T-Mobile regrets any inconvenience to **********************
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
  
  
  Very truly yours,
  
  T-MOBILE USA, INC.
  
  *******************************
  Executive Response

• Initial Complaint

  Date:08/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I will keep this short , 1stly. I contacted Tmobile when I arrived in ******* to get a sim card as I did not have a service provider in this country. I went back & forth to see if I could get the sim card delivered to the island I live on. I spoke with many agents & gave them the **** number of the phone I had (Huawei). I was assured that it was compatible with Tmobile from more than 1 agent. So having gone back and forth over the phone, I decided to go off the island to the closest Tmobile store to purchase a sim card. This trip & cost me ferry *********** fees. Anyhoo, I got 2 Tmobile, only to have the agent try and make my phone work with Tmobile for over 2 hours. Back & forth back & forth back & forth. Eventually, almost 3 hours later, some technician eventually let us know that Tmobile does not support this make of phone as it was banned in the USA a few years back. AFTER BEING TOLD, IT WOULD WORK, & HAVE TRAVELLED OFF-ISLAND TO GET THIS DONE. So my next option was to buy a new phone with some credit plan. A ******* something with 3 or 4 months of free service or whatever it was. I paid about $170 dollars or so which I could not afford at the time - but, I had no choice. 2ndly - I saved up some money & bought a new phone on Amazon. Checked that the phone was compatible (*******) **** was. Inserted the Tmobile sim and it has worked perfectly fine for the past 3 months. Now, from the 1st of August, suddenly I could no longer receive calls. When I was called it just would not ring or went straight to voice mail. Then I wasn't able to make calls, it just dropped & said 'couldn't connect. THEN following this, I was unable to send or received text messages as I kept getting the error message of 'Could not send a message with Tmobile - error 0'. So I called the agent & after back & forth resetting my network over again, and my entire phone but no luck. But, when they logged a ticket, I got THAT text message? Still no solution & still unable to use my sim card!!!!!!!!

  Business Response

  Date: 08/12/2022

   
  August 12, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:       Fake Dakers 
  Your File No. 17682650
  T-Mobile Prepaid No. XXX-XXX-****
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 6, 2022, regarding the above-referenced prepaid number.  
  
  T-Mobile regrets any concern **************** may have regarding her prepaid service. Please be advised, while an unlocked Huawei device from another carrier may work on the T-Mobile network, we are unable to guarantee the full functionality of the device based on certain hardware or software incompatibilities between carriers. Historically, the basic functions of an unlocked Huawei worked on our network; however, certain advanced features may work sporadically or not at all. 
  
  T-Mobile records indicate on May 1, 2022, **************** activated her prepaid number ending in **** and is subscribed to the Simply Prepaid Unlimited Plus rate plan for $60.00 a month. Also, at the time of activation, **************** purchased a total of $150.00 in refills and as such she qualified for the PRO-217: Prepaid Device On Us with $150 Purchase promotion and was provided a free ******* Galaxy A03s device. ********************** records do not indicate **************** was offered up to four months of free service. 
  
  Moreover, T-Mobile records confirm as of June 30, 2022, **************** started using a ******* Galaxy A32 5G device. On August 5, 2022, **************** reported to T-Mobile her handset was not working. The device was troubleshooted and regrettably the issues remained. As such, we engaged with our engineering team for further assistance, and it was recommended that **************** tested a new SIM card. 
  
  Furthermore, upon speaking with **************** on August 11, 2022, the above was apprised. However, **************** confirmed that her services were now working as expected. Please note, if **************** service issues resume, she may follow up with us for further assistance. 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. 
  
  ***** May
  Executive Response