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.

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  T-Mobile USA, Inc.

  12920 SE 38th St Bellevue, WA 98006-1350

• 

  T-Mobile

  6501 Grape Rd Mishawaka, IN 46545-1007

• 

  T-Mobile USA, Inc.

  9464 Parkway E Birmingham, AL 35215-8308

• 

  T-Mobile USA, Inc.

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

• 

  T-Mobile

  4640 Avenue W Birmingham, AL 35208-4710

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:08/05/2022

  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.

  I signed up with T-Mobile a few months ago and used one of my old devices ******** Note 8) to trade in for an upgrade during their promotion. There was some accidental damage to the phone and I filed a claim to have it replaced. My claim was denied by Assurant stating the phone had no insurance coverage so I called T-Mobile and they confirmed that I do indeed have insurance on the device. I have proof that I have been paying insurance since I signed up on a ******* S22 (which is the upgraded phone). But Assurant is saying I don't have insurance on my S22 and that I have insurance on my old phone (Note 8) that was traded in which makes no sense. How can I have insurance on a phone (Note 8) I traded in at the store? I am being billed monthly for the upgraded S22 and I am paying insurance for a S22. So why can't I get a replacement S22? I'm paying for a phone and insurance for that phone but can't get a replacement for it. That makes zero sense to me! I hope the BBB can help me get this resolved and corrected because I'm without a phone that I'm still paying for including insurance.

  Business Response

  Date: 08/16/2022

  August 16, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***************************
  Your File No. 17678515
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 5, 2022. regarding the above-referenced account.  
  
  T-Mobile regrets any concerns **************** experienced regarding an ********* claim and we appreciate the opportunity to assist.  On April 25, 2022, **************** purchased a ******* Galaxy S22 handset on an Equipment Installment Plan (EIP), remitted a down payment in the amount of $92.50, and agreed to ************************** the amount of $29.48 with the 24th and final installment being $29.45.   **************** performed a deferred trade-in to qualify for our 2022 ******* Trade P20 promotion and began receiving monthly credits in the amount of $20.84 towards the above EIP, updating the monthly EIP to $8.64.  Records indicate that **************** subscribed to our Protection 360 ********* feature at the monthly cost of $18.00.  
  
  On August 5, 2022, **************** filed an ********* claim on her ******* Galaxy S22 handset with Assurant, the third-party ********* provider.  On August 6, 2022, records indicate that Assurant denied Ms. ******* ********* claim.  It is documented that the ********* claim was denied because Assurant was unable to confirm through their systems that **************** was utilizing a ******* Galaxy S22 at the time she initiated the claim.  We sincerely apologize for any inconvenience this may have caused.
   
  To amicably resolve this matter, on August 15, 2022, we issued **************** a new ******* Galaxy S22 handset and charged the amount of $99.00, equal to that of the Assurant deductible cost, to her upcoming billing statement dated August 26, 2022.  The handset will be shipped to the billing address on file.  **************** accepted this as resolution to her concerns.  T-Mobile regrets any inconvenience to ****************.     
          
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at **************.  
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  ***** Rivas 
  Executive Response
  
  

  Customer Answer

  Date: 08/16/2022

   
  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:08/05/2022

  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.

  April 11 2022 I went into a T-Mobile store to buy a new 5g phone The manager ask some questions and told me I could have a free phone, watch and pad at $90 a month service. So I paid the taxes and activation fee On April 13 I called T Mobile just to check my monthly fee starts at $ 415 and then goes to $150 this was wrong so on April 17 I went to a T mobile store and returned all the watch, pad and paid for the phone out right and they canceled all the charges they said did not happen. They are still asking for$287.99 I paid my monthly fees always on time last payment June 8 2022 $78 I'm still with T Mobile but under my wife account to save money

  Business Response

  Date: 08/12/2022

  August 12,2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:      *******************
              T-Mobile Account Holder: ****** & ******, ****
  Your File No. 17678242
  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 T-Mobile records indicate the account holder of record is ****** & ******, ****, and *********************** has been designated and an authorized user of the account.  ********************** has determined that *********************** and ******************* is the same person.
  
  T-Mobile regrets to hear of Mr. ******* concerns, and we appreciate the opportunity to respond.  T-Mobile records reflect that the account was cancelled on May 28, 2022, at Mr. ******* request.  On April 11, 2022, a Galaxy Watch 4 40 mm was purchased on our Equipment Installment Plan (EIP), and enrolled in our 2022 ******* Watch P5 promotion.  This promotion began on April 7, 2022, and is for a limited time, and offered a ******* Galaxy Watch 4 40 mm at no cost via monthly **** credits, when purchasing on EIP, and activating a qualifying line of service.  On May 7, 2022, the watch was returned to T-Mobile.
  
  Also, on April 11, 2022, a ******* Galaxy A32 handset, and a ******* Tab A7 Lite tablet, were purchased on our Equipment Installment Plan.  At that time, the ******* Galaxy A32 handset was enrolled in our 2022 Smartphone Activate P1 promotion.  This promotion began on April 7, 2022, and is for a limited time, and offered a free smartphone, up to $300.00, via monthly **** credits, when purchasing on EIP, and activating a new line of service on any rate plan.  On April 18, 2022, payment was remitted for the remaining balance owed on this handset.  Also, at that time, the ******* Tab A7 Lite tablet was enrolled in our 2022 ******* Tablet P4 promotion.  This promotion was from February 24, 2022,through June 29, 2022, and offered a free ******* Galaxy Tab A7 Lite tablet via monthly **** credits, when purchasing on EIP, and activating a qualifying line of service.  On April 18, 2022, the tablet was returned to T-Mobile.
  
  At that time of cancellation, the balance due on the account was $404.32.  Since that time, payment was remitted on June 8, 2022, for $78.00, and on August 8, 2022, for $56.35.  Additionally, on June 3, 2022, credit was issued to the account for $38.33, creating a revised final balance of $231.64.  On August 12, 2022, in an effort to amicably resolve the matter, this amount was credited to the account.  The account remains closed with a zero balance.  We regret any inconvenience to ****************.
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
  
  
  Very truly yours,
  
  T-MOBILE USA, INC.
  
  ****** Ortiz 
  Executive Response
  

  Customer Answer

  Date: 08/31/2022

  Yes BBB worked very happy

• Initial Complaint

  Date:08/05/2022

  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.

  During the past week I attempted to subscribe with T Mobile for cell service for myself and my family. T Mobile advertised no activation charge if you signup online. I tried several rimes and each time I received an error message and I was directed to their phone number. During this time I had removed all freezes on my credit rating. Each time I contacted T Mobile they said I had to pay $105 for activation since I did not process online. I believe that T ***** intentionally uses an error message to redirect certain people to their store or customer service to minimize their free activation. Now as I am writing this complaint, my wife tried to subscribe and despite their customer service approving everything, before finalizing the transaction the ** rep said that an error message occurred and that we must go to their store. Any company the size of T Mobile performs numerous checks before imitating promotions, however it seems that maybe their promo has another intention. (my credit rating is 790+)

  Business Response

  Date: 08/15/2022

  August 15, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *****************************
  Your File No. 17678262
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 5, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any inconvenience ****************** experienced and we appreciate the opportunity to address his concerns. Individuals who choose to activate post-paid service with T-Mobile are required to provide their social security number and consent to a check of their personal credit.  Similarly, any post-paid customers who wish to obtain new equipment and finance it through either our Equipment Installment Plan (EIP) or JUMP! On Demand (JOD) programs may be required to consent to a check of their personal credit.  Based on an individuals personal credit history, as reported by the three major credit bureaus and perhaps with assistance from one of several secondary bureaus, a decision is made about the number of lines a new customer qualifies for or any required deposit per line of service.  In addition, for any customer asking to use these financing programs, the credit check provides information about what T-Mobile can offer that individual for financing terms. Furthermore, for additional security, customers may be required to visit one of our retail stores in person to verify their identity.
  
  At the time of activation, customers are required to remit payment for an Assisted Support Fee of $35.00 per line of service.  The Assisted Support Fee is assessed when customers activate service using our retail stores or via phone through our Team of Experts (TEX), however, the fee may be avoided by using our self-help option through our website www.t-mobile.com.  
  
  Our records confirm that on August 5, 2022, ****************** initiated a new account with T-Mobile and completed the required personal credit check, however, the account has not been activated with any new lines of service therefore it will not generate any billing statements. 
  
  On August 11, 2022, T-Mobile contacted ****************** to address his concerns.  In an effort to amicably resolve Mr. ******** concerns, we agreed to provide account credits equal to the Assisted Support Fees after ****************** completes the activation of his account.  ****************** accepted our offer as resolution to his concerns and we have provided our direct contact information, also listed below, so he may contact us after activating his account to issue the credit as agreed.
  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:08/05/2022

  Type:Product 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.

  Hello, Back in January I had written to BBB about a defective product I purchase and T-Mobile kept giving me the run around. My product after a few months after purchasing it kept disconnecting and restarting my phone over and over, after eight calls, three exchanges they stop talking to me. I wrote to BBB, ***** from T-Mobile's office reached out with a solution we both agreed on. Which was they send out a brand new kit but after careful revision I notice it was a lesser storage than the one I'm paying for. I got back in touch with ***** and he decided that he would credit my account, send me a gift card so that I would make the purchase directly from ******* because T-Mobile didn't have the storage I had on the phone. I have come to realize that my ******************* the same amount after the credit posted on February 1st. I contacted T-Mobile because I am still paying for the phone I no longer have plus insurance this whole time. They told me that they would escalate my case to see what can be done and they would get back too me on Tuesday August 2nd. ******* was the representative I had spoken which gave me her personal guarantee that she would get back too me with a solution but I haven't received that call. I made it absolutely clear that the gift card was for me too purchase the phone from ******* because according too her was that I was suppose to pay off the defective product and that was not the agreement and yes I did purchase a phone from ******* as agreed. I would love it if the would refund me payments made from February until present and also the insurance. Please and thank you for your time

  Business Response

  Date: 08/11/2022

  August 11, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      *****************************
  Your File No. 17678056
  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 to hear of ******************** concerns, and we appreciate the opportunity to respond.  T-Mobile records reflect, ******************** purchased a ******* Galaxy S21 Ultra on September 3, 2021.  By purchasing T-Mobile equipment, ******************** receives a one-year Limited Warranty provided by the manufacturer of her device.  During the Limited Warranty period, ******************** is eligible to receive an advanced replacement of her device via *********************** Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.  Under the Handset Exchange Program, T-Mobile provides a replacement handset of the same or equivalent model, with a Service Warranty Processing Fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.  T-Mobile records reflect that ******************** exchanged her device under the Limited Warranty on December 2, 2021, December 11, 2021, and December 30, 2021.  On February 1, 2022, as a one-time courtesy, T-Mobile replaced ******************** device from our own inventory outside of the Limited Warranty.  We did not ask ******************** to return her defective device.  
  
  On February 1, 2022, ******************** notified us that she the device received was a different memory size than her original purchase, which T-Mobile no longer sold.  At that time, as an additional courtesy to ********************, T-Mobile sent a prepaid MasterCard to her, for $1,050.00, to purchase a device with higher memory directly from *******, and she would continue to make her monthly *** payments on the device purchased from T-Mobile.  It was not T-Mobiles intention to offer ******************** a device at no cost, but the courtesy of allowing her to purchase a higher memory size that T-Mobile did not sell.  However, as a further courtesy to ********************, on August 11, 2022, the *** associated with the device was closed and credited.  We regret any inconvenience to ********************.  
   
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  *********************
  Executive Response

  Customer Answer

  Date: 08/13/2022

   
  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:08/05/2022

  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 went into tmobile in March this year to look into getting a new phone and what the cost would be the guy working there who helped me named ***** told me that they had a couple of promotions going on at the time but one of them I wouldn't want to do because I would have to change my phone plan to qualify and the other one was if I traded in my old phone then I would get ****** off of my new phone which is a ******* galaxy s22 and that it would come off in a monthly credit to my account and my phone bill would stay around the ****** **** maybe just a little bit more give or take so I said ok because I wanted to keep my phone bill around the price so I went ahead and did it. Well a couple months later I noticed my phone bill actually went ** in price to ****** so I called them to find out why and was told that it was because the promotion I was suppose to get had actually expired 2 days before I went in there and the lady was treating me as if it was my fault and told me I had to actually pay ****** for my new phone even though i was told it wouldnt cost anything with the ****** off promotion and she said that I needed to go into the store I got it from to see if the guy who helped me would remember me and what he told me so I hung up and went into the store and was told that there computers were down at the moment and they would have to look into it when they were working again but didn't ask me for my name or number or anything I had to ask him if he wanted my name and number so he could look into it and get back to me and he said oh yea and grabbed a sticky note and wrote it down and I left and called tmobile back to tell them the computers were down and was told by a new representative that it wasn't that it was expired it was that I'm order to qualify I would need to add a line which I wouldn't have done if I was told that but I wasn't and then the guy from tmobile called me back and told me i didn't qualify because I needed to change my plan and would not fix.

  Business Response

  Date: 08/16/2022

  August 16,2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:      ***************************
  Your File No. 17674604
  T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 4, 2022,regarding the above-referenced account. 
  
  T-Mobile regrets any concerns ************** experienced with her T-Mobile account promotion and we appreciate the opportunity to respond.  On March 13, 2022, ************** purchased a ******* Galaxy S22 handset on an Equipment Installment Plan (***).  ************* was not required to remit a down payment and accepted 24 monthly installment charges of $33.34. 
  
  At the time of the purchase, T-Mobile offered a trade in credit of $70.00 for the ******* Galaxy S10E handset and the trade in credit was applied to the account balance on April 13, 2022.  ************** participated in our 2022 ******* Trade P13 promotion where customers could get up to $400.00 off a ******* Galaxy S22 handset via a one-time trade in credit and monthly Recurring Device Credits (RDC), when customers purchased it on an ***,and traded in a qualifying phone, on any rate plan.  Ms. ****** ******* S10E handset qualified for a total promotional credit of $400.00.  Ms. ****** account met all eligibility requirements and accordingly receives her RDC of $13.75, which is the total promotional credit minus the trade in applied in 24 monthly installments. 
  
  During the handset purchase, we also offered our 2022 ******* Trade P4 promotion, where customers could get up to $800.00 off a ******* Galaxy S22 handset or qualifying ******* device when they activated a new voice line, purchased the device on an ***, and traded in an eligible device on any rate plan.  The ******* Galaxy would have qualified for a total promotional credit of $800.00.   However,the account did not meet all eligibility requirements as it did not activate a new line of voice service. 
  
  To resolve this matter, on July 20, 2022, T-Mobile applied a $250.00 credit to the account balance due to any possible misinformation.  In addition, on August 11, 2022, T-Mobile applied a credit of $150.00 towards the remaining *** balance on the ******* Galaxy S22 handsets,effectively matching the value of the 2022 ******* Trade P4 promotion.  As of August 11, 2022, the *** for the ******* Galaxy S22 handset remains active with a remaining *** balance of $483.29.  As of August 11, 2022, the account has a credit balance of $33.08, which will go towards the next monthly service charges.  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:08/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday 08/05 I contacted T-mobile out of courtesy to inform them that I paid them the first of 2 payment arrangments that I had set up on my bill. The first arrangment was due on Sunday the 7th and was going to come from my debit card. But i lost my debit card and I decided that I would go ahead and pay it. My t-mobile rep is a woman by the name of ******* she informs me that I should not have done this because the system is not going to recognize my payment. Now when I made my payment the system deducted the ****** from my balance but the payment arrangment remained in place. T-mobile has the worst customer service in history! They talk to you any kind of way! You get a different story from everyone of them! They are racist! Rude! Not trained! and down right clueless! If I did not have my phone financed through this company....I would leave immediately!! This Maunica lady called my phone! I clearly told her that she was rude and that she was to not call my phone. that I wanted to talk to her supervisor! She turned around and called my phone AGAIN!! Had I not been at work _ I would have snapped! I have been charged restore fees when my phone has not been disconnected and tmobile has argued me down! I have been waiting for a TECH to call me since Dec 2021 and tell me why my phone only has 1 bar and it goes from 5g to lte still...nothing!! And my phone is not even a year old!!! They keep billing but ***** takes time to pick up and address the concerns of the customers they lie and claim to care about!!

  Business Response

  Date: 08/16/2022

  
  August 16,2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:      *************************
  Your File No. 17677882
  T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc.(T-Mobile) is in receipt of your correspondence dated August 5, 2022,regarding the above-referenced account.
  
  T-Mobile regrets to hear of ************** concerns regarding her recent payment arrangement.  T-Mobile records reflect on July 24, 2022,************** established a two-part payment arrangement via www.My.T-Mobile.com to be drafted from the payment method provided with the first payment to be made on August 7, 2022, in the amount of $96.64 and the second payment to be made on August 18, 2022, in the amount of $96.65.
  
  On August 5, 2022, a payment was remitted in the amount of $100.00 which updated ************** account balance to $278.64.  It is important to note if a payment is made while there is an active payment arrangement, the payment arrangement remains so we recommend leaving the payment arrangement as is and instead updating the payment method to avoid double payments.  However, our records reflect ************** contacted the Team of Experts (TEX) to request the payment arrangement be deleted due to the payment being made early payment which was completed.
  
  Please be assured T-Mobile takes allegations of employee misconduct very seriously.  We make every effort to be professional and courteous to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Ms. *********** contact with TEX.
  
  As a courtesy to *************, on August 5, 2022, a one-time credit of $60.00 was applied to her account which updated the balance to $218.64.  Additionally, another payment was remitted in the amount of $33.29 which updated ************** account balance to $185.35.  Please note that this is the last payment on record and as the above-mentioned payment arrangement was deleted it was not processed.
  
  Regarding Ms. ************* with past restore from suspension fees, our records do reflect since the activation of the account on January 25, 2020, ************** account has been suspended five times due to payment not being received on time.  Pursuant to T-Mobile policy, customers may be suspended when payment in full is not received by the payment due date.  As stated in our Terms and Conditions, if we suspend a customers service and then later reinstate it, a fee may be assessed.  Therefore, each time the account was suspended and then reactivated; the account was assessed a $20.00 restore from suspension fee per line of service.
  
  Upon speaking with ************** on August 11, 2022, she confirmed that her concerns were addressed on August 5, 2022, to her satisfaction.  T-Mobile regrets any inconvenience to ***************
  
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
  
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at **************.
  
  
  Very truly yours,
  
  T-MOBILE ***,INC.
  
  *******************
  Executive Response

• Initial Complaint

  Date:08/05/2022

  Type:Billing 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.

  T-Mobile Account # ********* May 9, 2022, a ********************** Sales representative contacted me and informed me that my neighborhood was part of a market trial for their new 5G service. I signed up for wireless service, internet service, and an account for a WIFI tablet. I ported my number on May 11, 2022. I was told there is a 2-week trial ****** and I could return the equipment and cancel the account without obligation. I was unable to receive 5G as promised despite calls to tech support. I decided to cancel all of my services with T-Mobile.May 18, 2022, I contacted T-Mobile to inform them that I would be canceling all services and returning the equipment. I had to call back as I never received the return labels and was told to return all equipment by May 30th. May 24, 2022, I returned all T-Mobiles equipment. June 30, 2022, I receive a **** in the mail for $209.83. The invoice indicated that my service had been suspended and that I needed to pay the outstanding balance. I called T-Mobile and had to escalate the call to Service Supervisor ***, who was very **** with me refusing to listen to reason. She stated that there is no grace ****** for mobile service and that I would be charged for the days that I had the service. I then contacted T-Mobile Corporate Headquarters Customer Relations who promised to issue a credit to close out the account. This never happened.August 4, 2022, I got an invoice for $44.19 from Convergent Outsourcing, a debt collector. I contacted T-Mobile and spoke to representative ****, who informed me the notes on the account stated the maximum credits had been applied to my account. I need to wait another 3 weeks to receive a recalculated ****. I was told this twice already. I cant do this anymore! My complaint is about deceptive marketing practices. The only resolution I will accept is an adjustment leaving my account with a -o- balance. This has been a waste of my valuable time. SHAME ON YOU T-Mobile! This has been an EPIC FAIL!

  Business Response

  Date: 08/16/2022

  August 16,2022
  
  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 5, 2022, regarding the above-referenced account. 
  
  T-Mobile regrets any concern **************** has experienced in regard to her above referenced account and appreciates the opportunity to respond.  On May 6, 2022, **************** activated the above referenced account with one voice line ending in ****,subscribed to T-Mobiles Magenta 55+ rate plan, and a mobile internet line ending in **** subscribed to a $15.00 2GB Mobile ************* plan.  **************** also subscribed her voice line **** to T-Mobiles $18.00 Protection 360 and her mobile internet line **** to the $13.00 Protection 360.  At the time of activation, **************** also enrolled her account in AutoPay, making her eligible for an additional $5.00 AutoPay discount per line reducing her monthly recurring charges down to $91.00 a month.  Ms. ******* first billing statement generated dated May 7, 2022, reflecting a balance due of $91.00 by May 25, 2022, via AutoPay.
  
  At the time of activation, **************** also took advantage of T-Mobiles Equipment Installment Plan (EIP) option with the purchase of a ******* Galaxy S22 Ultra for her line **** and a Chromebook 511 for her mobile internet line ****.  **************** was not required to pay a down payment, but paid the applicable sales tax, and agreed to ************************** the amount of $16.67 for the Chromebook 511 and $50.00 for the ******* Galaxy S22 Ultra. 
  
  On May 10, 2022, **************** added a Home Internet line ending in **** to her account and subscribed to T-Mobiles $55.00 Home Internet rate plan. At that time, T-Mobile provided **************** with a ***** Gateway 5G modem to utilize the service and she was made aware that the following billing statement would reflect prorated charges.  Please note that the ***** Gateway 5G modems are T-Mobile owned and must be returned upon cancelation.  On May 11, 2022, **************** completed the port in of her voice number ending in ****************************************************************** ****. 
  
  T-Mobile is always working to improve its coverage, and we regret any service issues **************** *** have experienced.  Unfortunately, T-Mobile is unable to guarantee coverage in all areas.  There are several factors and conditions that *** interfere with actual service,quality, and availability.  Although the coverage map at www.T-Mobile.com does not guarantee service availability, it predicts and approximates our wireless coverage area outdoors, which *** vary from location to location and *** change without notice.  T-Mobile has verified the address on Ms. ******* account and based on the coverage map,confirms her account address is in an excellent LTE and 5G coverage area.  However, it should be noted that Ms. ******* home coverage area is currently experiencing network maintenance and network modernization.  Please note that customers *** experience degraded service which includes dropped calls or abrupt loss of service or slower data speeds when connected to a tower that is near construction.  T-Mobile currently does not have an estimated completion date for repairs. T-Mobile regrets any inconvenience to ****************. 
  
  On May 18, 2022, **************** contacted her Team of Experts (TEX) reporting her service concerns.  In the effort to address the matter, TEX ordered **************** a new ******* Galaxy S22 Ultra on T-Mobiles EIP option and processed a return order for her original device to complete an exchange.  Records confirm that on May 26, 2022, **************** contacted her TEX and requested the return of the two of the ******* Galaxy devices, the Chromebook 511, and her ***** Gateway 5G modem as she was not satisfied with her service experience.  On May 25, 2022, Ms. ******* AutoPay payment of $91.00 was debited.  On May 26, 2022, **************** successfully ported out her mobile number ending in **** to another provider closing her voice line with T-Mobile.  Ms. ******* account was also disenrolled from AutoPay on May 26, 2022. 
  
  On June 3, 2022, Ms. ******* two ******* Galaxy devices, Chromebook 511, and her ***** Gateway 5G modem were processed for return.  Ms. ******* upfront charges were refunded to her and any pending EIP installments were credited.  Regrettably,Ms. ******* additional lines were not cancelled and remained active.  Ms. ******* following billing statement dated June 7, 2022, generated reflecting a balance due of $136.83 by June 27,2022, and included the home internet line prorated charges for service from May 10, 2022, through June 6, 2022, and monthly recurring charges for the home internet line **** and mobile internet line **** for service from June 7, 2022, through July 6, 2022. 
  
  On July 1, 2022, **************** contacted her TEX and reported that her account should have been closed.  On that same date the two lines **** and **** were cancelled and that same day, Ms. ******* payment of $91.00 from May 25, 2022, was refunded back to her original payment method.  As such, the $91.00 charge was added back to Ms. ******* account revising her balance due to $227.83.  T-Mobiles TEX issued several credits for billed charges totaling $151.25 leaving the account reflecting a revised balance due of $76.58.  Ms. ******* final billing statement generated dated July 7, 2022, and reflected a balance due of $44.19, which included the past due balance of $76.58, less a prorated credit of $41.50 for service from July 1, 2022, through July 6, 2022, including Protection 360, and was assessed a late fee of $9.11.
  
  Please be advised that T-Mobiles provides customers a fourteen (14) day return period that starts from their date of activation.  Although **************** did not port her voice number into T-Mobile until May 11, 2022, her account was originally activated on May 6, 2022, and her 14 day return period had originally ended on May 20, 2022,prior to her contacting her TEX on May 24, 2022, asking to return her equipment.  However, as a gesture of goodwill, on August 11, 2022, T-Mobile issued an account credit in the amount of $44.19, leaving her account closed reflecting a zero balance.  Please note that as the account previously remained unpaid the account was referred to **************************** for pre-collection attempts.  **************************** 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.  Therefore, there should not be any negative information in Ms. ******* credit file.  T-Mobile regrets any inconveniences this matter has caused.
  
  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

  I have reviewed the response from the business and although it is satisfactory. I would like to mention that yes I activated the account on May 6, 2022 but I did not receive the phone until May 11, 2022.
  ***********************

• Initial Complaint

  Date:08/05/2022

  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.

  Last payment billing cycle they forced me to pay for an equipment previously returned during the grace ********** second statement is now showing one equipment but the price is higher.Is very difficult to contact them I sent a letter no answers , I spoke with ****** I did what he told me to do.The bills suppose to be like $55 and they need to reverse the payment made for services non rendered.

  Business Response

  Date: 08/18/2022

  August 18,2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau
  12639 *************,Ste 200
  *****, ** *****
  
  Re:      *********************************
  Your File No. 17677770
  T-Mobile Account No. *********
  
  To Whom It May Concern:
  
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 5, 2022, regarding the above-referenced account. 
  
  T-Mobile regrets any concerns ********************** experienced with the cancellation of services on his T-Mobile account and appreciates the opportunity to address his concerns.  Our records confirm that ************************ account was activated on June 29, 2022, with one T-Mobile Home Internet line ending in **** that was subscribed the T-Mobile Home Internet rate plan for $55.00 per month.  T-Mobile provided a High-Speed Gateway for use with the T-Mobile *********************.  Additionally, ********************** activated a Mobile Internet (MI) line ending in **** subscribed to the Mobile Internet 50GB plan at the rate of $55.00 per month. 
  
  At activation, ********************** qualified for and took advantage of our Equipment Installment Plan (***) with the purchase of an Inseego 5G Mi-Fi device for use with the MI line ending in ****.  ********************** was not required to remit a down payment; however, agreed to a series of ************************** the amount of $14.00.  With this purchase and activation, ********************** qualified for the 2022 Connected Device P13 promotional offer and while maintaining eligibility, he will receive monthly Recuring Device Credits (RDC) of $7.00 over 24 months, reducing the monthly cost of the device to $7.00. 
  
  Please note that *********************** account is billed by a system known as bill current.  This means that charges for the rate plan are billed in advance of the service being provided and became due within that billing cycle.  As such, the billing statement dated June 30, 2022, reflected a balance of $117.00 for the monthly recurring charges of $110.00 for the T-Mobile Home Internet and MI lines, and $7.00 for the monthly *** for the for the service period from June 30, 2022 through July 29, 2022.
  
  T-Mobile records confirm that ********************** contacted T-Mobile on July 5, 2022, and requested the cancellation of the T-Mobile Home Internet line ending in ****.  At cancellation, we provided a return shipping label to return the High-Speed Gateway device.  ********************** received the Gateway device on July 15, 2022. 
  
  T-Mobile records show that on July 22, 2022, ********************** contacted T-Mobile regarding his billing concerns related to the T-Mobile Home Internet line, inquiring about the test drive offer.  Please be advised, for a limited time,T-Mobile is allowing new and existing customers to test drive our T-Mobile ********************* for 15 days.  If our Home Internet does not meet their needs, customers must call T-Mobile to cancel their service within 15 days of activation.  Customer will need to make payment for any billed invoice to avoid additional fees.  Please note that a credit for the cancelled T-Mobile Home Internet line will be applied systematically within one to two billing cycles.  T-Mobile regrets if ********************** was advised differently regarding our test drive offer.  Additionally, after cancellation of the line, ************************ monthly recurring charges are estimated to be $62.00 which is comprised of $55.00 for the Mobile Internet 50GB rate plan and $7.00 for the *** after promotional RDC credit.  
  
  T-Mobile records further indicate that the billing statement dated July 30, 2022, reflected a balance of $140.50, which consisted of the past due balance of $117.00 from the above-referenced billing statement.  It also included new monthly recurring charges for the MI line ending in ****, a prorated adjustment of $44.00 for the cancelled T-Mobile Home Internet line from July 5, 2022, to July 29,2022, monthly *** of $7.00, taxes, and fees.  
  
  On August 1, 2022, our office was in receipt of ************************ written correspondence.  Unfortunately, our attempt to contact him was unsuccessful.  Our records show that ********************* made a payment of $117.00 on August 1, 2022, for the past due balance.   Although our office was not able to speak with **********************, we applied a credit of $11.00 which, when combined with the $44.00 prorated adjustment for the cancelled T-Mobile Home Internet line, covered all monthly recurring charge assessed of $55.00 for that line.  On August 10, 2022, our office applied a credit of $5.50 for the late fee assessed on the July 30, 2022 billing statement, leaving a balance of $7.00 due by August 21, 2022.  It is T-Mobiles position that ************************ account was appropriately billed according to the selected rate plans and subsequent cancellation. 
  
  However, in an effort to amicably resolve ************************ concerns, T-Mobile applied an additional credit of $7.00.  As of the date of this letter,************************ account remains active with a zero balance, and the next billing statement will generate on or around August 30, 2022.  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 Response

• Initial Complaint

  Date:08/05/2022

  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 am legally disabled and not allowed to drive anymore. And I thought my aid had taken the phone up and to work and get sent back and did not know it hadn't so when they took the $1,500 out of my account and put me in the red I called him I said what's going on oh you haven't returned your devices I thought I did and I explained the situation so they gave me extended time I got it back on April to them on April 29th received a message from them and email and text from their warehouse that they had it and that the charge would roll off the $1,500 and change off my account when they did the next bill it did not the beginning of it they did refund it back but someone keeps putting it back on and all I get is we've escalated it up give it three to four three to five business days nobody called back I've repeatedly called about it and I'm getting tired of this run around I'm unlimited income and I don't appreciate them trying to get that much money out of a return device that's already been returned. So kindly have them get those charges off my account now it's waited way too long for it and it's very annoying

  Business Response

  Date: 08/18/2022

  For  
  August 18, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      **************************; 
  Your File No. 17677802 
  T-Mobile Account No. *********
   
  To Whom It May Concern:
   
  T-Mobile USA, Inc. (T-Mobile) is in receipt of your correspondence dated August 5, 2022, regarding the above-referenced account.  
  
  T-Mobile regrets any concerns **************** has experienced regarding the above-referenced account, and we appreciate the opportunity to respond.  By purchasing T-Mobile equipment, **************** received a one-year Limited Warranty provided by the manufacturer of her device.  During the Limited Warranty period, **************** is eligible to receive an advanced replacement of her device via *********************** Handset Exchange Program or a post-exchange device by contacting the manufacturer directly to discuss repair or replacement options.  Under the Handset Exchange Program, T-Mobile provides a replacement handset of the same or equivalent model, with a service warranty processing fee, provided that the non-working handset is in good physical condition with no modifications or damage, such as broken or cracked plastics, LCD or internal parts, or liquid damage.  
  
  On February 17, 2022, **************** contacted our Team of Experts (TEX) regarding issues experienced with her ******* Galaxy S21 Ultra handset.  Upon completion of applicable troubleshooting, **************** reported the issues remained.  As such, on February 17, 2021, T-Mobile processed a warranty exchange **************** ******* Galaxy S21 Ultra device.  Please be advised, in each replacement box, a set of instructions is provided to inform the customer how to return their non-working equipment within 30 days of the exchange and to avoid being charged a non-return fee.  Our records indicate we did not receive the non-working equipment.  As such, on April 4, 2022, a non-return fee and taxes in the amount of $1,437.94 was assessed to the above account.  As indicated above, the possibility of a non-return fee was disclosed to **************** at the time the exchange was processed.  On April 15, 2022, as a courtesy to **************** the return period was extended to 60 days from the exchange order for the defective device to be returned. 
  
  Please note Ms. ******* account was enrolled in AutoPay as of April 29, 2022.  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.  Customers continue to receive notifications that reflect the balance due as well as a 
  notation that the account is on AutoPay.  As **************** authorized AutoPay, it is T-Mobiles position that the payment debited on May 3, 2022, in the amount of $1,598.64 was authorized. .  Please note, AutoPay was removed from the above account on May 4, 2022. 
  
  On May 4, 2022, the non-working ******* Galaxy S21 Ultra handset was received as returned.  Although this was not within the original return period allotted, as a courtesy, on May 4, 2022, T-Mobile applied a one-time credit in the amount of $1,437.94 for the non-return fee and the applicable taxes.  On May 5, 2022, a refund in the amount of $1,535.14 was issued to ****************' stored AutoPay payment method, and should have been received within three business days.
  
  On May 19, 2022, the refund was reversed, as the payment originally remitted on May 3, 2022, was returned to T-Mobile by **************** financial institution.  As such, the payment amount of $1,535.14 was returned to the account balance, and is considered valid and owed.  **************** contacted TEX on June 15, 2022, at which time **************** concerns were escalated to our handset team for further review.  On June 29, 2022, T-Mobile confirmed the receipt of the non-working ******* Galaxy S21 Ultra handset, and confirmed the credit issued on May 4, 2022. 
  
  To resolve **************** concerns, on August 17, 2022, T-Mobile issued a one-time credit to the above account in the amount of $1,635.14 for the returned payment and past-due balance, leaving the account active and reflecting a balance owed in the amount of $256.08 to be paid by *****************  **************** accepted this as resolution to her concerns.  Additionally, T-Mobile placed a hold on the account through August 30, 2022, to allow time for **************** to remit payment without service interruption.  Please note, if the account balance remains past-due after August 30, 2022, the account may be subject to service interruption.  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:08/05/2022

  Type:Product 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.

  On 8/4 I talked to "Gerillejoy" via T-Mobile online chat. We discussed and went over the cost of everything upgrading from the ****** Pixel 4a 5G on both lines. **** was upgrading to Pixel Pro and **** was upgrading to Pixel 6a. Gerillejoy then took the **** number of **** to research the trade in value. They came back (to chat window) and stated that I would get $65 one time credit and $235 trade in value over 24 months. Also stated that I wouldn't need to put any money down but I would have to take care of taxes; $42 for the Pixel Pro and $27 for the Pixel 6a.I attempted to upgrade in store but phones were out of stock. I then went home and talked to "*******" which we both discovered the trade in value was $150 over ********************************************************** a few hours prior to talking to him. He had to research and stated he would call back which he did but it was late already.I contacted T-mobile again on 8/5 and spoke to Matrixia who stated the same statements as Chares, trade in value was $150.I would like T-mobile to honor what Gerillejoy's statements:$65 instant one time credit and $235 trade in credit over *********************************************************** of the upgrade values. I gave T-mobile 2 chances to resolve this but they couldn't/wouldn't.

  Business Response

  Date: 08/17/2022

  August 17, 2022
  
  FILED ELECTRONICALLY
  
  Better Business Bureau 
  12639 *************, Ste 200
  *****, ** *****
  
  Re:      ***************************
  Your File No. 17677378
  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 with respect to one of our recent promotions, and we appreciate the opportunity to respond.  Please be advised that our 2022 ****** Trade P3 promotion, which began on June 30, 2022, and is for a limited time, offers up to $300.00 off a ****** Pixel 6a, ****** Pixel 6, or a ****** Pixel 6 Pro handset, when purchasing on our Equipment Installment Plan (EIP), trading in a qualifying phone, and have or switch to an eligible plan.  The amount of the offer would be dependent on the device being traded in.  Mr. ****** device would qualify for $150.00 off.  However, in an effort to amicably resolve the matter, on August 17, 2022, T-Mobile has offered to allow ************** to purchase the devices and once his trade in is received, we will issue a credit to the **** for $300.00.  Should ************** choose to do this, he may contact me at the number below.  We regret any inconvenience to **************.
  
  Please be assured T-Mobile strives to provide world-class service to all our customers on each contact.  We also make every effort to provide complete and accurate information to our customers.  We apologize if any T-Mobile employee failed in any way to display that during Mr. ****** contacts with us regarding the matter.
   
  Based upon the above, we respectfully request that this matter against T-Mobile be closed.
   
  Thank you for bringing this matter to our attention.  Should you have any further questions, please feel free to contact me at ************.
   
   
  Very truly yours,
   
  T-MOBILE USA, INC. 
  
  *********************
  Executive 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. Though not exactly what was promised to me was granted, we still were able to resolve the issue.
  
  Sincerely,
  
  ***************************